British Airways is rolling out its First Contact Resolution Programme across every airport it operates to, following its successful launch at Heathrow last year.

First Contact Resolution empowers airport hosts to use their expertise, initiative and judgement 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.

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.

Paul Baker, Sales Director of Global Travel Management said:

From time to time, travel plans go wrong. GTM is always on hand to help if plans need to be changed at the last minute. But sometimes passengers need the kind of immediate assistance that can only be provided at the airport. So it’s great that passengers know they can rely on the knowledge and skills of British Airways staff and that First Contact Resolution is being rolled out, worldwide.

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 A350s 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 on-board WiFi for every aircraft and access to power at every aircraft seat.

The next time you need to fly on British Airways, contact your GTM Account Manager.