November 2022, Virtual
21 November 2022, Hilton London Metropole
British Airways has launched a new section of its website to help customers change their bookings and find out more about their consumer rights if their journey is disrupted.
The online help centre is part of BA’s wider £6.5 billion investment in customer services, which has so far seen the airline announce a move to Terminal 8 at New York JFK airport in 2022, a selection of new routes, new lounges and new aircraft, as well as in-flight wifi.
The new section of the site will assist customers with managing their booking, re-booking, refunding or changing their flights. It will also link travellers to specific customer relations teams who can help them request special assistance, claim compensation, locate their bags, or apply for reimbursement if they’ve paid extra to reserve special meals or seating.
BA says the site will speed up resolution time by immediately connecting passengers with the correct department for their request rather than contacting the general customer relations team.
Finola O’Sullivan, general manager of global customer care at BA, commented: “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.”