British Airways has launched a brand new part of its web site to assist prospects change their bookings and discover out extra about their shopper rights if their journey doesn’t go to plan.
Carrying round 125,000 prospects on as much as 800 flights on daily basis, the overwhelming majority of British Airways providers depart on time and with out subject.
The brand new, complete space of the airline’s web site will assist prospects if their flights are disrupted.
The brand new part assists prospects with managing their bookings, re-booking, refunding or altering their flights, in addition to linking travellers to the precise buyer relations groups capable of assist them request particular help, declare compensation, find their baggage or apply for reimbursement in the event that they’ve paid additional to order particular meals or seating.
This new method accelerates the decision time by instantly connecting prospects with the related division, fairly than the final buyer relations group.Finola O’Sullivan, basic supervisor, world buyer care at British Airways, mentioned: “We all know that when our prospects have skilled a difficulty they count on us to reply rapidly.
“Additionally they need us to offer them extra management over their journeys.
“The brand new part of the web site means our prospects can clearly establish the place to ship their enquiry, and, as it’s instantly delivered to the suitable group, we’re capable of cope with it quicker.
“This is only one of many customer support enhancements we’re making this yr.”
The funding is a part of the airline’s plan to ensure prospects obtain the most effective customer support. British Airways’ customer support brokers on the airport have historically helped prospects with one side of their journey.
As a part of a brand new method each consultant is being skilled to assist prospects throughout a spread of various areas – from ticketing, to re-booking, altering reservations, discovering delayed baggage or offering updated flight info.
BA hopes that the primary agent a buyer meets would be the person who resolves their subject.
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