BA claims to be ‘changing the face of airline check-in’
British Airways is to trial a new automated check-in service which it claims will take away some of the hassle of air travel.
Selected passengers travelling on flights from France will be given the option to be automatically checked in and assigned a seat by the airline and sent their boarding pass electronically 24-hours before departure.
The service, which his part of a £5bn investment programme, will be extended to a wider group of passengers next spring.
If the trials are a success, the aim is to make the service an option for all customers across the British Airways network by the end of 2013.
Frank van der Post, British Airways’ managing director of brands and customer experience, said: "Customers have so much to think about prior to a trip, be that finishing up in the office or getting the kids’ suitcases packed. We’re aiming to give them one less thing to think about by giving them the choice to be checked in automatically and sent their boarding pass electronically. Then they just need to drop off any bags and make their way to the plane."
BA is also trialling a complimentary porter service for First and Gold Executive Club customers departing from Heathrow T5. Customers will be greeted at their vehicle as it pulls up alongside the terminal by a host and offered the service of a porter, who will escort them and transport their luggage to the First class check-in area.
At New York JFK and Hong Kong International Airport, trials have been taking place to help customers navigate quickly through the buildings, with customer service staff positioned in the baggage and arrivals halls, and, in the case of Hong Kong, at the train station.
What do you think? Will these services make a difference to your customers or could BA be doing more to help them? Answers on a postcard – or click on the Post Your Comment box below
Linsey McNeill
Editor Linsey McNeill has been writing about travel for more than three decades. Bylines include The Times, Telegraph, Observer, Guardian and Which? plus the South China Morning Post. She also shares insider tips on thetraveljournalist.co.uk
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