British Airways has empowered airport staff worldwide to resolve customer queries on the spot rather than referring them to its customer relations department.
The move follows the successful launch of BA’s first contact resolution programme at London Heathrow last year.
It will now be rolled out to every airport BA operates to, allowing staff to provide instant solutions to problems on the ground. BA Head of Airport Operations Tom Stevens said: “We’ve seen a fantastic response to the First Contact Resolution programme at Heathrow, which is about going back to basics and emphasising the age-old concept of ‘treating others as you would want to be treated.
“The roll out worldwide will provide consistency for our customers, giving everyone the unique and personal attention that they deserve, wherever they are in the world.”
