BA sets up additional accessibility support team
British Airways has set up a dedicated customer care team for travellers who require additional assistance.
The team of customer service professionals have received specialist training to enable them to answer questions customers have when they get in touch via phone or email and will help them understand what to expect during their journey.
The team will assist over half a million customers with disabilities who fly with BA each year. These enquiries were previously handled by the airline’s general customer service team.
They can help with making bookings, arranging bespoke assistance, pre-booking seats, informing airport staff and cabin crew about specific requirements and providing information and support to help more customers to have the confidence to fly
Carolina Martinoli, British Airways’ Director of Brand and Customer Experience said 50,000 customers requiring additional assistance travel with BA every month.
In April, BA became the first and only airline to be awarded the Autism Friendly Award by the National Autistic Society and has now become the first airline to produce a Visual Guide to Flying to help customers prepare for their flight.
The guide, which can be found on the airline’s website ba.com, is endorsed by the National Autistic Society and explains the sights, sounds, smells and experiences customers may encounter during their journey.
Lisa
Lisa joined Travel Weekly nearly 25 years ago as technology reporter and then sailed around the world for a couple of years as cruise correspondent, before becoming deputy editor. Now freelance, Lisa writes for various print and web publications, edits Corporate Traveller’s client magazine, Gateway, and works on the acclaimed Remembering Wildlife series of photography books, which raise awareness of nature’s most at-risk species and helps to fund their protection.
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