Customer Snapshot: British Airways Holidays

CDC Respond boosts customer service levels at British
Airways Holidays

British Airways Holidays (BAH) is a wholly owned subsidiary of British Airways. The company provides holiday add-ons--hotel bookings, car hire, transfers, and excursions--for British Airways customers.

Challenges

  • Build Customer-Centric Infrastructure
  • Improve Customer Service
  • Increase operational efficiencies

Results

  • Enables 90% of complaints to be investigated and given full response within 14 days
  • Provides efficient, streamlined, and automated processes for fast, accurate handling of complaints and feedback
  • Monitors supplier performance and identifies issues before they become problems