The investment is part of the airline’s plan to have the most skilled, responsive and flexible customer team of any major hub airport.
British Airways’ hosts have traditionally helped customers with one aspect of their journey.
As part of a new approach, between now and summer 2019, a huge training operation will get underway to enable every host to help customers across a range of different areas – from ticketing, to re-booking, changing reservations, finding delayed luggage or providing up to date flight information.
Hosts will use iPads loaded with a number of specialist apps and will walk the terminal floor, reaching out to customers, rather than waiting for them to visit desks.
Klaus Goersch, chief operating officer, BA, said, “This will change the service we deliver at Heathrow, but at its heart, this is a really simple idea. It is about trusting our people and empowering them - giving them everything they need to provide the very best service to our customers. We are encouraging our hosts to treat customers as they would their own family, and to own and resolve issues on the spot. It is this exceptional customer service that will set us apart from other airlines.”
The new approach is expected to be extended across Heathrow to empower all British Airways staff, whichever area of the airport they work in, to provide outstanding customer service.