As part of its ongoing investment in customer experience, British Airways recently launched a dedicated online tool to help travelers manage bookings and understand their rights when flights are delayed or canceled.
The new help center on the airline’s website streamlines common requests such as flight changes, refunds, compensation claims and baggage tracking. In the past, customers with these issues were routed through a general customer relations channel, which often led to slower resolution times.
“We know that when our customers experience an issue they expect a fast response and want greater control over their journeys. This new section of the website helps customers quickly identify the correct place to send their enquiry. Because requests are routed immediately to the appropriate team, we can resolve them more quickly. This is one of several enhancements we’re making to customer service this year,” said Finola O’Sullivan, general manager, global customer care, British Airways.