Cape Town - Missing a connecting flight is not just inconvenient, it can sometimes seem like the end of the world and costly to boot.
With this in mind, British Airways has introdude a new service at Heathrow to ensure that customers are able to catch their onward flights
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The new Premium Transfer Drive provides an 'airside' car transfer for premium passengers who are at risk of missing their connection.
The new scheme applies to passengers travelling on a UK domestic flight, who are connecting on to either a short-haul flight in Club Europe, a long-haul service in Club World (long haul business class) or First, or who are Silver or Gold Executive Club members.
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The airline says its team at Heathrow will track these customers, and where there’s a risk they will miss their connection, will provide an ‘airside’ car transfer between one flight and the next.
They will also send a message to the inbound aircraft, so the cabin crew can inform the passenger that a car will be waiting to transfer them.
“Missing a connection is one of the most stressful situations a customer can experience, so helping them through that journey and keeping them informed is critical, " says British Airways’ new director of brand and customer experience, Carolina Martinoli.
"The new premium transfer service will enable us to identify customers who are at risk of missing their onward flight and proactively arrange to collect them by car, whisking them directly to their next flight."
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Martinoli says since the inception of the new service they have already received great customer feedback from customers who have benefitted from it.
"As WiFi is introduced on our aircraft, we’ll also be able to use that to communicate directly with customers about their onward flight," she says.