British Airways says it has completed the installation of dozens of hosted bag-drop machines at Heathrow’s Terminal 5. It now has 72 hosted bag-drops in place with customer service agents on hand to provide assistance when needed and says more than 3.5 million customers have used the new technology so far.
The airline noted that with around 125,000 customers travelling on up to 800 flights every day, it is constantly looking at ways to ensure its flights depart on time and customers are able to travel with increasing ease through the airport.
Yannick Berneau, British Airways’ Head of Customer Experience at Terminal 5 said:
“Removing the ‘desk’ as a physical barrier between customers and our agents allows us to offer the more personalised service that British Airways prides itself on. Hosted bag-drops are a great combination of automation and traditional customer service. The introduction of automation across the terminal has meant that our customers avoid queues and enjoy a faster, smoother journey through the airport.”
BA says it is also enhancing its service training for airport customer service agents, providing them with iPads with specialised apps to enable the first representative a customer encounters to solve their issue or problem.