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BA first airline to join DfT campaign to help passengers with disabilities

Posted 29 October 2019 · Add Comment

British Airways is the first airline to partner with the Department for Transport (DfT) on a new Government-backed initiative to make transport more inclusive and help people with disabilities travel with confidence.



Above: British Airways Customer Service.
Courtesy British Airways

The ‘It’s everyone’s journey’ campaign highlights a number of improvements the airline has made to make travel easier for the one in five disabled people in the UK, including its substantial investment in a global accessibility training programme, and calls for other airlines to follow suit.

In September, British Airways launched its dedicated customer care team with a dedicated phone line for travellers who require additional assistance, helping to ensure every journey they take with the airline is as straightforward and stress-free as possible.

Earlier this year the airline launched its Beyond Accessibility training programme for almost 30,000 customer service agents. Since the introduction of the programme in January, the carrier has seen a significant increase in customer satisfaction from travellers who require additional assistance and it continues to work with disability specialists to provide insightful tools for its people, including a video library providing information about different types of disabilities and practical advice on how to support customers at each stage of their journey.

Carolina Martinoli, British Airways’ Director of Brand and Customer Experience, said: “We are thrilled to be part of, and support, the Department for Transport’s ‘It’s everyone’s journey’ campaign. We know it can be difficult for customers with additional needs to travel and British Airways is committed to creating an environment that is inclusive and makes it easier for more than half a million disabled customers who travel with us each year.”

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


 

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