British Airways Holidays

CDC Respond boosts customer service levels at British Airways Holidays

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Customer Snapshot

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