British Airways calls for improved customer service at Heathrow
January 28, 2008British Airways has called for customer service quality targets to be improved at Heathrow Airport as soon as possible.
The airline has called on regulatory body the Civil Aviation Authority (CAA) to prevent Heathrow's owner, BAA, from delaying the introduction of new targets relating to aspects of passengers' experience by up to two years.
BA has highlighted particular concerns relating to security control posts and the effect that it believes current procedures are having on flight punctuality.
"It appears that BAA is paying lip service to customers' needs and will only take real steps to improve service quality when forced to do so by the regulators," said Paul Ellis, BA's general manager of airport policy and infrastructure.
"For passengers to continue to experience the Heathrow Hassle for another two years because BAA hasn't got its act together is unacceptable."
BA is currently providing evidence to the CAA on the ongoing review of charges at BAA airports, at hearings that began earlier today (January 28).
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