PaxEx: British Airways Launches New Bespoke Online Help Service

February 14, 2019

 

British Airways has launched a new section of its ba.com website to help customers change their bookings and find out more about their consumer rights if their journey doesn’t go to plan.

 

Carrying around 125,000 customers on up to 800 flights every day, majority of British Airways services depart on time and without issue. The new, comprehensive area of the airline’s website will help customers if their flights are disrupted.

 

ba.com/helpme assists guests with managing their bookings, re-booking, refunding or changing their flights, as well as linking travellers to the specific customer relations teams to help them request special assistance, claim compensation, locate their bags or apply for reimbursement if they’ve paid extra to reserve special meals or seating.

 

This new approach speeds up the resolution time by immediately connecting customers with the relevant department, rather than the general customer relations team.

 

As part of British Airways’ continued commitment to invest in its customers, it is also rolling out a multi-million pounds investment in training for its staff at Heathrow.

 

British Airways is investing £6.5 billion to improve its customer experience over the next five years, including new aircraft, new cabins, new catering, new lounges, WiFi, and new routes.

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