Smoother connections

The first oneworld Transfer Support Centre opened in June at Chicago O'Hare International Airport, with the three airlines working together to enhance customer service for passengers connecting between any of the airlines' flights.

A team comprising representatives from all three airlines identifies flights with customers who have either already missed their onward journey or are due to arrive with less than the normal minimum connection time left before their onward flight departs. Those who have already missed their onward journey are met at the aircraft gate by staff who have already rebooked them on the next available flight and printed the new boarding passes. Those below the minimum connection time are met at the aircraft and fast-tracked through customs and immigration before being transferred to their operating carrier's terminal. They are again met and fast- tracked through security to connect with their aircraft in time. Similar procedures are in place for baggage.

Additional oneworld Transfer Support Centres are open or about to open at four other main hubs including London Heathrow, Miami and New York JFK, which all opened in September, and Madrid which will open on 18 October.

oneworld will expand this concept to all of its member airlines and to more key hubs in the future.