BA Creates Dedicated Support Team for Customers Who Require Additional Assistance

British Airways has put together a dedicated customer care team for travellers who require additional assistance.

The hand-picked team of customer service professionals received specialist training to enable them to answer any questions customers have when they get in touch via phone or email and will help them understand what to expect during their journey.

The training included sessions with expert accessibility consultants and charity groups such as the Queen Elizabeth Foundation, Guide Dogs UK and Open Doors.

The team will also be able to help:

- Make new flight, hotel and car hire bookings;
- Arrange bespoke assistance for customers;
- Pre-book seating;
- Inform airport staff and cabin crew about specific requirements; and
- Provide information and support to empower more people to have the confidence to fly.

Carolina Martinoli, British Airways’ Director of Brand and Customer Experience said, “I am really excited about the possibilities the new team will open up for the 50,000 customers requiring additional assistance who travel with us each month. Every member of the team is incredibly passionate about helping our customers and enabling them to relax and enjoy British Airways’ unique service.”

In April, British Airways became the first airline to be awarded the renowned Autism Friendly Award by the National Autistic Society and has produced a Visual Guide to Flying to help customers prepare for their flight. The guide, which can be found on the airline’s website, is endorsed by the National Autistic Society and explains the sights, sounds, smells and experiences customers may encounter during their journey.

Earlier this year, British Airways began its largest ever accessibility staff training programme for almost 30,000 customer-facing colleagues. Since the introduction of the Beyond Accessibility Programme in January, the carrier says that it has seen a significant increase in customer satisfaction from travellers who require additional assistance.

British Airways has also worked with disability specialists to produce materials for the new programme. They include a new library of short videos providing information about different types of hidden disabilities and practical advice on how to support customers at each stage of their journey, and a new training video to help staff support and confidently interact with customers who are deaf or hard of hearing.

Victoria Williams, Founder of terptree, which produced the video said, “We are delighted to have worked with British Airways to help its employees understand how to support their deaf customers. This has included collaborating with a team of professional deaf filmmakers who produced, directed and shot a training film to teach staff simple British Sign Language.”

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