British Airways has a new dedicated online centre which it claims will speed up the resolution of queries “by immediately connecting customers with the relevant department, rather than the general customer relations team”.

The new section of its website can be found at, and features services including the ability to change bookings, information on consumer rights, and links to specific customer relation teams which are able “to help them request special assistance, claim compensation, locate their bags or apply for reimbursement if they’ve paid extra to reserve special meals or seating”.

Commenting on the news Finola O’Sullivan, General Manager, Global Customer Care at British Airways said:

“We know that when our customers have experienced an issue they expect us to respond quickly. They also want us to give them more control over their journeys.

“The new section of the website means our customers can clearly identify where to send their enquiry, and, as it is immediately delivered to the appropriate team, we are able to deal with it faster. This is just one of many customer service enhancements we’re making this year.”

Last year the carrier announced plans for a multi-million pound investment in staff training at Heathrow, which will see employees walking the terminal floor “reaching out to customers”, rather than waiting for them to visit desks.

The BA website has long been a bugbear of Business Traveller readers, as these various forum discussions show: