British Airways has put together a dedicated
customer care team for travellers who require additional
team of customer service professionals received specialist
training to enable them to answer any questions customers have when they get in touch via phone or email and will help them
understand what to expect during their journey.
The training included sessions with expert
accessibility consultants and charity groups such as the Queen
Elizabeth Foundation, Guide Dogs UK and Open Doors.
The team will also
be able to help:
- Make new flight, hotel and car hire bookings;
Arrange bespoke assistance for customers;
- Pre-book seating;
Inform airport staff and cabin crew about specific requirements;
Provide information and support to empower more people to have
the confidence to fly.
Carolina Martinoli, British Airways’
Director of Brand and Customer Experience said, “I am really
excited about the possibilities the new team will open up for the
50,000 customers requiring additional assistance who travel with
us each month. Every member of the team is incredibly passionate
about helping our customers and enabling them to relax and enjoy
British Airways’ unique service.”
In April, British Airways
became the first airline to be awarded the renowned
Autism Friendly Award by the National Autistic Society and has produced a Visual Guide to Flying to
help customers prepare for their flight. The guide, which can be
found on the airline’s
website, is endorsed by the National
Autistic Society and explains the sights, sounds, smells and
experiences customers may encounter during their journey.
Earlier this year, British
Airways began its largest ever accessibility staff training programme for almost 30,000 customer-facing colleagues. Since the
introduction of the Beyond Accessibility Programme in January, the
carrier says that it has seen a significant increase in customer satisfaction
from travellers who require additional assistance.
British Airways has also worked with disability
specialists to produce materials for the new programme. They
include a new library of short videos providing information
about different types of hidden disabilities and practical advice
on how to support customers at each stage of their journey, and a
new training video to help staff support and confidently interact
with customers who are deaf or hard of hearing.
Williams, Founder of terptree, which produced the video said, “We
are delighted to have worked with British Airways to help its
employees understand how to support their deaf customers. This has
included collaborating with a team of professional deaf filmmakers
who produced, directed and shot a training film to teach staff
simple British Sign Language.”