British Airways launches dedicated team for fliers with accessibility needs

In the latest phase of its GBP 6.5 billion (USD 8.08 billion) investment for customers, British Airways has launched a dedicated customer care team for travellers who require additional assistance to ensure every journey they take with the airline is as straightforward and stress-free as possible.

The hand-picked 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. They will also be able to help to make new flight, hotel and car hire booking and arrange bespoke assistance for customers.

Carolina Martinoli, director of brand and customer experience at British Airways 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.”

It has now become the first airline to produce 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 has seen a significant increase in customer satisfaction from travellers who require additional assistance.