Advancing UK Aerospace, Defence, Security & Space Solutions Worldwide
  • Home
  • /
  • Aerospace
  • /
  • BA begins worldwide roll out of First Contact Resolution

Aerospace

BA begins worldwide roll out of First Contact Resolution

Following the successful launch of British Airways’ First Contact Resolution Programme at Heathrow last year, the airline is now rolling the programme out across every airport it operates to.


Courtesy British Airways

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 them to provide instant solutions and peace of mind for customers and send fewer issues to Customer Relations colleagues. 

Advertisement
Teledyne

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. The worldwide roll out is a direct result of the successful start of the programme at Heathrow - earlier this year British Airways won the title of Best Airline Staff in Europe at the prestigious Skytrax World Airline Awards.

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.”

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 787s, 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.

Advertisement
Teledyne


 

            
     

 

Advertisement
Babcock LB
Advanced Engineering 2025 extends additives and composites spotlight

Aerospace Events

Advanced Engineering 2025 extends additives and composites spotlight

7 July 2025

Taking place on 29th and 30th October 2025 at the NEC Birmingham, Advanced Engineering will have a new expanded Composites Pavilion, SME Village, the ADS Pavilion, AM2 Forum (Additive Manufacturing and Advanced Materials Forum) and a focused Electronics Zone.

CAA appoints experts to strengthen economic regs and growth

Aerospace

CAA appoints experts to strengthen economic regs and growth

7 July 2025

The Civil Aviation Authority (CAA) has appointed a team of specialists at the forefront of economics and competition policy to provide strategic advice to the aviation regulator on economic regulation and the challenges and opportunities in enabling the aviation sector to transform and grow.

Skyports and Ajman Transport to advance AAM in Ajman

Aerospace

Skyports and Ajman Transport to advance AAM in Ajman

7 July 2025

Ajman Transport Authority has signed a Memorandum of Understanding (MoU) with Skyports Infrastructure, with the aim of exploring opportunities for cooperation in the field of advanced air mobility (AAM) for smart aerial transport, including air taxi services, in the Emirate.

IASL trials AGlaze Aviation Sealant

Aerospace

IASL trials AGlaze Aviation Sealant

7 July 2025

Island Aviation Services Limited (IASL), operating as Maldivian, has become the second floatplane operator to trial the AGlaze Aviation Sealant product, with AGlaze International Ltd and Gryphon Aviation Partners (UK) Ltd reporting it is already delivering positive results.

Advertisement
Gulfstream RT
Birmingham Airport supports young care experienced adults into work

Aerospace

Birmingham Airport supports young care experienced adults into work

7 July 2025

Birmingham Airport has supported care experienced young adults into work, as part of a specialised Midlands-wide initiative aimed at tackling youth unemployment.

Malaysia Aviation Group orders 20 more A330neo

Aerospace

Malaysia Aviation Group orders 20 more A330neo

7 July 2025

Malaysia Aviation Group (MAG), the parent company of national carrier Malaysia Airlines, has placed a firm order with Airbus for 20 more A330-900 aircraft.

Advertisement
ODU RT