Following the successful launch of British Airways’ First Contact Resolution Programme at London Heathrow last year, the airline is now rolling the programme out across every airport it operates to.
First Contact Resolution empowers airport hosts to use their expertise, initiative and judgment to solve customer queries on the spot, without waiting for management approval. This allows them to provide instant solutions and peace of mind for customers and send fewer issues to Customer Relations colleagues.
All staff worldwide are now being further empowered to use their skills and initiative to do the right thing for any customer at that moment.
The worldwide roll out is a direct result of the successful start of the programme at Heathrow - earlier this year British Airways won the title of Best Airline Staff in Europe at the prestigious Skytrax World Airline Awards.
The roll out of First Contact Resolution is a part of British Airways’ £6.5 billion investment in customer experience over five years.
This includes taking delivery of 73 new aircraft including A350 and 787s, refurbishing long-haul aircraft with new cabins, introducing new, redesigned lounges, new dining across all cabins, new bedding and amenity kits.