British Airways appoints team of 20 accessibility experts as part of £6bn investment


British Airways appointed a new customer care team made up of 20 accessibility specialists to help passengers requiring additional assistance.

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.

The team will also be able to help arrange bespoke assistance for customers, book seating, inform, airport staff and cabin crew about specific requirements and provide information and support.

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The appointments are part of the latest phase of the airline’s £6.5bn investment.

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

In April, British Airways became the first airline to be awarded the renowned Autism Friendly Award by the National Autistic Society and has now become the first airline to produce a Visual Guide to Flying to help customers prepare for their flight.

Earlier this year British Airways began its largest ever accessibility staff training programme for almost 30,000 customer-facing colleagues.

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Joe Peskett

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