in Aerospace

BA begins worldwide roll out of First Contact Resolution

Posted 28 November 2019 · Add Comment

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. 

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.


 

            
     



 

Other Stories
Advertisement
Latest News

UK Transport Secretary unveils plan to safely reopen international travel

A framework to chart the safe return of international travel has been set out today by Transport Secretary Grant Shapps.

Farsound to provide HAECO On-Wing and In-Field engine maintenance kits

Farsound is proud to announce a new collaboration with the Global Engine Support division of the HAECO Group, providing consigned kits for On-Wing and In-Field engine maintenance.

TT Electronics' UK facility achieves AS9100D Certification

TT Electronics today announced that its Eastleigh UK facility has achieved AS9100D certification for the manufacture of systems for the aerospace industry.

Menzies Aviation expands partnership with Flair Airlines across Canada

Menzies Aviation announced today that it has been awarded full-service ground handling agreements by Flair Airlines, Canada’s only independent ultra low-cost carrier, which will further expand Menzies’ partnership with the

HMS Glasgow blocks come together for first time

The aft block of HMS Glasgow, the first City Class Type 26 frigate being built for the Royal Navy, has been rolled out of the build hall to join the forward block at our BAE Systems shipyard on the River Clyde.

Airbus to increase MoD comms capability

Airbus has been awarded a series of contracts during the first quarter of 2021 from the UK Ministry of Defence (MoD) both as part of its continuing programme of upgrading and enhancing services for the Skynet 5 military satcom services

ODU 0201311219
See us at
RAF Museum BTDSEI bt1602170921