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BA creates customer relations service for BTI UK


BRITISH Airways has set up a dedicated customer relations service for BTIUKcustomers after the business travel agency asked for a more personalised way of dealing with complaints and queries.



Starting this month, all BTIUK agents, regardless of whether they are BAExecutive Club members, will be guaranteed a high-quality and quick response method of dealing with their enquiries.



Under the service, BTIUK members can fax a customer’s query to a dedicated fax line and a member of BA’s dedicated customer relations team will respond accordingly.



BTIUKdirector of client services Peter Kite said:”BAis our biggest supplier and we have regular meetings where we brought up the fact that our staff get quite frustrated when they have queries.



“Sometimes they had a feeling that they were just one number in a long list of people. The service is now much more personalised.”


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