72 BA bag-drops installed at Heathrow

As part of £6, 5 billion (R 122,608,956,440) investments to improve customer service, British Airways has installed 72 automated bag-drop machines at Heathrow Terminal 5.

The kiosks provide users with clear instructions, reducing the time it takes them to tag and process a bag and reducing queuing time, with customer service agents on hand to provide assistance when needed.

As part of the investment, the airline also enhanced its service training for airport customer service agents, providing them with iPads with specialised apps to help solve customers’ problems and issues.

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