British Airways to Enhance Customer Service – With a Bespoke New Online Help Centre - Wontra Travels



British Airways to Enhance Customer Service – With a Bespoke New Online Help Centre

British Airways has launched a new section of its website to help customers change their bookings and find out more about their consumer rights if their journey doesn’t go to plan. Carrying around 125,000 customers on up to 800 flights every day, the vast majority of British Airways services depart on time and without issue.

The new, comprehensive area of the airline’s website will help customers if their flights are disrupted.

The new section - - assists customers with managing their bookings, re-booking, refunding or changing their flights, as well as linking travellers to the specific customer relations teams able to help them request special assistance, claim compensation, locate their bags or apply for reimbursement if they’ve paid extra to reserve special meals or seating.

This new approach speeds up the resolution time by immediately connecting customers with the relevant department, rather than the general customer relations team.

Finola O’Sullivan, general manager, global customer care at British Airways, said: “We know that when our customers have experienced an issue they expect us to respond quickly. “They also want us to give them more control over their journeys. “The new section of the website means our customers can clearly identify where to send their enquiry, and, as it is immediately delivered to the appropriate team, we are able to deal with it faster.

“This is just one of many customer service enhancements we’re making this year.” 

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