British Airways Empowers Airport Staff to Solve Issues on the Spot

Frequent travellers, rejoice! Following the successful launch of British Airways’ First Contact Resolution Programme at London Heathrow last year, the airline is now rolling the programme out to every airport it operates at around the world.

First Contact Resolution empowers airport hosts to use their expertise, initiative and judgment to solve customer queries on the spot, without waiting for management approval. This allows the staff to provide instant solutions and peace of mind for customers, as neither party will need to contact the Customer Relations department.

All staff worldwide are now being further empowered to use their skills and initiative to do the right thing for any customer at that moment.

Sumer Adlakha, British Airways’ Customer Service Manager in Delhi, Mumbai & Maldives,said, “The new approach has been welcomed by the whole of our airport team and our customers. It gives us the ability to own and resolve a problem without having to ask customers to call or email our Customer Relations team which is time-consuming for them. They’ve told us they love that our agents are using their own knowledge and skills to resolve issues and particularly enjoy the personal touch we are able to give in each situation.”

The worldwide roll out is a direct result of the successful start of the programme at London Heathrow.

Tom Stevens, British Airways’ Head of Airport Operations, 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.”

The roll out of First Contact Resolution is a part of British Airways’ £6.5 billion investment in customer experience over five years. This includes taking delivery of 73 new aircraft including A350 and B787s, refurbishing long-haul aircraft with new cabins, introducing new, redesigned lounges, new dining across all cabins, new bedding and amenity kits for First, Club World and World Traveller Plus, best quality onboard WiFi for every aircraft and access to power at every aircraft seat.

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