London Heathrow's biggest airline, British Airways is handing out iPads to its customer service staff, known as 'Hosts', in an effort to provide a better experience for passengers.
Between now and next summer a huge training operation will get underway which will upskill all the hosts in a range of different areas – from ticketing to re-booking, changing reservations, finding delayed luggage or providing up to date flight information, with the iPads. The technology will be loaded with a number of specialist apps and the host will walk the terminal floor, reaching out to customers, rather than waiting at desks for passengers to come to them.
Klaus Goersch, BA’s Chief Operating Officer said: “This will change the service we deliver at Heathrow, but at its heart, this is a really simple idea. It’s about trusting our people and empowering them - giving them everything they need to provide the very best service to our customers. We’re encouraging our hosts to treat customers as they would their own family and to own and resolve issues on the spot. It’s this exceptional customer service that will set us apart from other airlines.”
Some staff members have expressed concern that the enforced informality will alienate some passengers, especially those travelling on business and in premium cabins. Others see the upskilling of the hosts will also mean job losses in other areas of BA's operations in the Heathrow area.
