How we support customers
Our contact centres are based in Noida and Gurgaon and provide the following services:
The British Airways Club
This team supports The British Airways Club accounts. Our colleagues here bring their expertise to resolve all queries related to Avios balances or statements, updating of personal information, redeeming Avios for bookings or making changes to travel plans.
Sales & After Sales
This team supports our customers with flight, hotel and car bookings for leisure and business travel. The team provide a tailored approach and match products and services to meet our customer requirements.
Back Office
The CallBA 24/7 Back Office team issue tickets based on customers’ itineraries and provide expert advice on ticket-related issues to global colleagues to enable resolution.
CallBA Airport Ticketing Helpdesk
Our CallBA Airport Ticketing Helpdesk (CATH) operates a 24-hour service for our airport teams across the world. This role involves rebooking our customers if the unexpected should happen.
Customer Support
One of our main channels for customers to contact us is via the phone. Our Customer Support teams assist by answering a wide range of queries related to their travel both pre-travel and mid-travel.
Live Chat
As part of our multi-channel approach, we also give customers the option of contacting us via Live Chat. Our Live Chat team services all general queries coming through this channel.
Customer Relations
Our Customer Relations team is skilled in resolving customer complaints and addressing claims including baggage, expenses and compensation due to disrupted flights.
Trade Support
The Trade Support team provides a seamless service for our travel agents from around the world for queries related to British Airways. They are trained to deliver ‘first-contact resolution’ via both voice and digital channels.
Global Baggage
Our Global Baggage team supports customers whose baggage has been delayed, damaged or lost. The team manages baggage tracing and works with airport partners worldwide to help reunite customers with their belongings.
Proactive Customer Care (PCC)
Our Proactive Customer Care (PCC) team supports customers impacted by disruption. By providing timely updates and tailored assistance, the team helps customers stay informed and continue their journey with confidence.