British Airways set to empower staff at Heathrow airport; see how you can benefit

ZeeBiz WebTeam | Oct 22, 2018, 05:54 PM IST

As part of continued initiative to care for and put customers at the heart of its business, British Airways has announced a multi-million pounds investment to train its staff at Heathrow airport with the intent to assist customers with any travel issue. 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, said a British Airways statement. 


British Airways is targetting a 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; and Investment in customer service training, the statement said, adding "The investment is part of the airline’s plan to have the most skilled, responsive and flexible customer team of any major hub airport." Image source: British Airways 


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. Image source: British Airways 


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. Image source: British Airways


Klaus Goersch, BA’s Chief Operating Officer said: “This will change the service we deliver at Heathrow, but at its heart, it 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.” Image source: Reuters