British Airways Empowers Its People at Heathrow to Assist Customers with Any Travel Issue

• Multi-million pounds investment in staff training
• Staff empowered and trained to work across the terminal to solve any problem
• Mobile devices will help them to assist with reservations, ticketing, flight changes, re-bookings and up to date flight information
• Part of a continued initiative to care for and put customers at the heart of its business

As part of its continued commitment to put customers at the heart of its business, British Airways has announced a multi-million pounds investment in training for its staff at Heathrow - beginning with its customer service hosts at its flagship home, Heathrow’s Terminal 5.

Investment in customer service training

The investment is part of the airline’s plan to have the most skilled, responsive and flexible customer team of any major hub airport.

British Airways’ hosts have traditionally helped customers with one aspect of their journey.

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 – from ticketing, to re-booking, changing reservations, finding delayed luggage or providing up to date flight information.

More help for customers

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.

Klaus Goersch, BA’s Chief Operating Officer said:

“This will change the service we deliver at Heathrow, but at its heart, this is a really simple idea. It’s about trusting our people and empowering them - giving them everything they need to provide the very best service to our customers. We’re encouraging our hosts to treat customers as they would their own family, and to own and resolve issues on the spot. It’s this exceptional customer service that will set us apart from other airlines.”

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.

For more information, contact the British Airways’ press office, press.office@ba.com