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BA becomes first airline to join DfT disability initiative
British Airways is the first airline to partner with the Department for Transport on a new Government-backed initiative to make transport more inclusive and help travellers with disabilities.
The ‘It’s everyone’s journey’ campaign highlights a number of improvements the airline has made to make travel easier for the one in five people in the UK who have a disability, including its investment in a global accessibility training programme and calls for other airlines to follow suit.
In September, BA launched a dedicated customer care team with a dedicated phone line for travellers who require additional assistance.
Earlier this year the airline launched its Beyond Accessibility training programme for almost 30,000 customer service agents.
Since the introduction of the programme in January, the carrier said it has seen ‘a significant’ increase in customer satisfaction from travellers who require additional assistance.
Carolina Martinoli, BA director of brand and customer experience, said: "We are thrilled to be part of, and support, the Department for Transport’s ‘It’s everyone’s journey’ campaign. We know it can be difficult for customers with additional needs to travel and British Airways is committed to creating an environment that is inclusive and makes it easier for more than half a million disabled customers who travel with us each year."
In April, British Airways became the first and only airline to be awarded the Autism Friendly Award by the National Autistic Society and has since become the first airline to produce a Visual Guide to Flying to help customers prepare for their flight.
The guide, which can be found on ba.com, is endorsed by the National Autistic Society and explains the sights, sounds, smells and experiences customers might encounter during their journey.
Linsey McNeill
Editor Linsey McNeill has been writing about travel for more than three decades. Bylines include The Times, Telegraph, Observer, Guardian and Which? plus the South China Morning Post. She also shares insider tips on thetraveljournalist.co.uk
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