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Published on Monday, February 11, 2019

BA streamlines customer care

British Airways has launched a dedicated customer care section on its website in a bid to speed up response times.

The initiative is designed to help passengers manage their bookings, re-book, apply for refunds, and change their flights.

It also helps passengers request special assistance, claim compensation, locate their bags or apply for reimbursement if they've paid extra to reserve special meals or seating.

Part of a £6.5 billion investment, BA said the new approach is designed to speed 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, 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." 

BA said it is also investing millions of pounds training its staff at Heathrow. It wants the first agent a customer meets to be the person that resolves their issue.


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