British Airways has announced its plan to provide customer service employees located in Terminal 5 of Heathrow Airport (LHR) with Apple iPads in order to be able to respond to flyer complaints and inquiries more promptly.
“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,” said Klaus Goersch, chief operating officer of British Airways. “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.”
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