British Airways expands “First Contact Resolution” program worldwide

British Airways has made this announcement:

  • British Airways is extending its First Contact Resolution program to colleagues around the world following a successful roll out at Heathrow
  • First Contact Resolution enables staff to assist and resolve any customer issue at the airport rather than refer travelers to Customer Relations teams, saving customers’ time and worry
  • The initiative demonstrates the airline’s continued commitment to provide unique British Airways’ customer service

Following the successful launch of British Airways’ First Contact Resolution Program at Heathrow last year, the airline is now rolling the program out across every airport it operates to.  First Contact Resolution empowers airport hosts to use their expertise, initiative and judgment 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. The worldwide roll out is a direct result of the successful start of the programme at Heathrow – earlier this year British Airways won the title of Best Airline Staff in Europe at the prestigious Skytrax World Airline Awards.

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 A350 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 onboard WiFi for every aircraft and access to power at every aircraft seat. The airline recently introduced its Club Suite, a new business class seat with direct-aisle access on its A350 aircraft, which is being rolled out across the British Airways’ long-haul fleet.

Photo: British Airways.

British Airways aircraft photo gallery (Boeing):