BA website now has customer care

British Airways has launched a new dedicated customer care section on its official website,, with the aim of improving the level of customer service offered by the airline.

Customers are assisted with managing their bookings, re-booking, refunding or changing their flights, as well as linking them to the specific customer relations teams that can help them request special assistance, claim compensation, locate their bags or apply for reimbursement if they have paid extra to reserve special meals or seating.

This new approach speeds up the resolution time by immediately connecting customers with the relevant department, rather than the general customer relations team. Finola O’Sullivan, general manager, Global Customer Care at British Airways, said: “We know that when our customers have experienced an issue they expect us to respond quickly. They also want us to give them more control over their journeys. The new section of the website means our customers can clearly identify where to send their enquiry and, as it is immediately delivered to the appropriate team, we are able to deal with it faster…” 

The initiative forms part of a £6,5bn (R115bn) investment plan to improve the customer experience over the next five years, including new aircraft, cabins, catering and lounges, WiFi, and new routes.

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