PaxEx: British Airways Invests in New Customer Service Initiative
As part of its plans to enhance the overall passenger experience, British Airways has initiated a multi-million pounds investment in training its staff at London Heathrow Airport.
The investment which is beginning with customer service hosts at Heathrow’s Terminal 5, is part of the airline’s plan to have the most skilled, responsive and flexible customer team.
As part of a new approach, between now and next summer a huge training operation will get underway to enable every host to help customers across a range of different areas.
The trained staff will be able to help passengers with ticketing, flight re-booking, changing flight reservations, finding delayed luggage or providing up to date flight information.
Hosts will use iPads loaded with a number of specialist apps and will walk the terminal floor, reaching out to customers, rather than waiting for them to visit desks.
The new approach is expected to be extended across Heathrow to empower all British Airways staff, whichever area of the airport they work in, to provide outstanding customer service.