BA looks for service level boost from T5

British Airways will require passengers flying from London Heathrow’s new Terminal 5 to present themselves at security 35 minutes before their flights depart as part of its efforts to improve punctuality and service for customers.

The Oneworld carrier is targeting a sharp improvement in service levels for passengers using the new terminal – which will be formally opened at a ceremony today and from which BA will begin operations in less than two weeks.

This is in contrast to the difficult service levels endured at the congested airport since heightened security measures were imposed in the summer of 2006.

BA’s director of customer services David Noyes, said: “We have taken the opportunity to improve the service we deliver. We believe once the building settles in and we settle into the new building, we expect there to be no more than one person in front of you at any of our 96 check-in kiosks or 96 fast bag drop points.”

He notes this means that customers can now expect to move from check-in through security in 10 minutes, or even faster for passengers with only hand luggage.

While the carrier is retaining its current 45 minute pre-departure cut-off point for check-in, it is also introducing a cut-off point at security 35 minutes before departure.

“For T5, people need to present themselves at security 35 minutes before the flight leaves,” explains Noyes. “This will help improve punctuality and a checkpoint at minus 35 minutes allows us to identify any problems [earlier] instead of doing it at the gate. We believe we will improve people’s experience and improve our punctuality.”

He also notes the new terminal will enable it to better monitor progress of transfer passengers, again helping detect problems earlier in the process.

The carrier also expects a sharp improvement in the number of mislaid bags as a result of the baggage system in the new terminal. “It is the baggage system that will greatly improve our performance and put us on a par with other major hubs,” he says.

BA, the sole occupant of T5, will shift a first wave of flights over to the new terminal from 27 March. Remaining flights will move over on 30 April, aside from some flights which will later move to Terminal 3 – to become BA’s hub for Oneworld Australasian flights and a small number of European flights.

Source: flightglobal.com's sister premium news site Air Transport Intelligence news

Source: FlightGlobal.com