British Airways to hand Heathrow staff iPads in bid to improve customer service
British Airways (BA) has announced a multi-million pound training scheme for its Heathrow staff that will see them walk terminal floors equipped with iPads to answer passengers’ enquiries.
Starting with its customer service personnel in Terminal 5, between now and next summer BA will train staff to help with a range of customer enquiries, from ticketing queries to finding lost luggage.
Instead of waiting for travellers to visit information desks, BA staff will rove the airport equipped with iPads loaded with specialist apps to help passengers out.
“This will change the service we deliver at Heathrow, but at its heart, this is a really simple idea. It’s about trusting our people and empowering them – giving them everything they need to provide the very best service to our customers,” Klaus Goersch, BA’s chief operating officer, said.
“We’re encouraging our hosts to treat customers as they would their own family, and to own and resolve issues on the spot. It’s this exceptional customer service that will set us apart from other airlines.”
The new approach is expected to be extended across all of the carrier’s staff at Heathrow Airport.
BA has not confirmed the precise amount of money it will spend on the training scheme.