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Tuesday, October 3, 2023



  • British Airways is extending its First Contact Resolution programme to colleagues around the world following a successful roll out at Heathrow  
  • First Contact Resolution enables staff to assist and resolve any customer issue at the airport rather than refer travellers to Customer Relations teams, saving customers’ time and worry 
  • The initiative demonstrates the airline’s continued commitment to provide unique British Airways’ customer service 

Following the successful launch of British Airways’ First Contact Resolution Programme at Heathrow last year, the airline is now rolling the programme out across every airport it operates to.  First Contact Resolution empowers airport hosts to use their expertise, initiative and judgment to solve customer queries on the spot, without waiting for management approval. This allows them to provide instant solutions and peace of mind for customers and send fewer issues to Customer Relations colleagues.  

All staff worldwide are now being further empowered to use their skills and initiative to do the right thing for any customer at that moment. The worldwide roll out is a direct result of the successful start of the programme at Heathrow – earlier this year British Airways won the title of Best Airline Staff in Europe at the prestigious Skytrax World Airline Awards. 

Tom Stevens, British Airways’ Head of Airport Operations said: 

“We’ve seen a fantastic response to the First Contact Resolution programme at Heathrow, which is about going back to basics and emphasising the age-old concept of ‘treating others as you would want to be treated’.  The roll out worldwide will provide consistency for our customers, giving everyone the unique and personal attention that they deserve, wherever they are in the world.” 

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