British Airways has introduced Mandarin-speaking
customer service representatives at London Heathrow Terminal 5.
The team, who are fluent in both English and Mandarin, assist customers at
check-in, at the departure gate and on arrival in to Heathrow.
Although the team are available to help anyone, they will be
working at times to coincide with the departure or arrival of
customers on British Airways’ ten weekly flights to Shanghai, and
the seven weekly flights to Beijing.
At check-in the team greet
customers and help them drop off their bags, print their boarding
passes and assist them through security.
At the gate, they make
announcements in Mandarin for customers on the Shanghai and
Beijing flights. And on arrival, they meet the plane, greet
customers and help those who have particularly tight connection
The team will be equipped with technology including
iPads so that they can help with any queries the customers have
and liaise with other parts of the airport if necessary.
Richard Tams, British Airways’ executive vice president for
Greater China, said, “For those who do not have English as their
first language, the airport can be a daunting place. Our new team
of Mandarin-speaking customer service representatives are there to ease concerns for these customers, and to help make their journey
through the airport, whether they’re arriving or departing, as
smooth as possible. We hope this team are the perfect addition
to our team of Mandarin-speaking cabin crew, offering customers
advice and support in Mandarin at every stage of their journey.”
introduction of the team at Heathrow means that Mandarin-speaking customers
will be able to communicate in their own language with British
Airways’ staff at the airport as well as in the sky. The airline
has Mandarin-speaking cabin crew based in Shanghai and Beijing who
operate flights to and from London, to help customers on board. In
total, the airline employs 46 Mandarin-speaking cabin crew.
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