British Airways enhances its help centre for customers with cancelled or delayed flights

BRITISH AIRWAYS ANNOUNCES ITS LATEST INITIATIVE TO ENHANCE CUSTOMER SERVICE – WITH A BESPOKE NEW ONLINE HELP CENTRE

As part of its £6.5bn investment for customers, 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, the vast 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 customers with managing their bookings, re-booking, refunding or changing their flights, as well as linking travellers to the specific customer relations teams able 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.

Finola O’Sullivan, General Manager, Global Customer Care at British Airways said;

“We know that when our customers have experienced an issue they expect us to respond quickly. They also want us to give them more control over their journeys. The new section of the website means our customers can clearly identify where to send their enquiry, and, as it is immediately delivered to the appropriate team, we are able to deal with it faster. This is just one of many customer service enhancements we’re making this year.”

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.

The investment is part of the airline’s plan to make sure customers receive the best customer service. British Airways’ customer service agents at the airport have traditionally helped customers with one aspect of their journey. As part of a new approach, every representative is being trained to help customers across a range of different areas – from ticketing to re-booking, changing reservations, finding delayed luggage or providing up to date flight information. It means that the first agent a customer meets will be the person that resolves their issue.

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.