News: Customer Service/Care
Customer service failings could spell fines for BAA
10 December 2008
A lack of customer service skills could mean BAA is hit with considerable fines, the Civil Aviation Authority (CAA) reveals.
The body states that if the operator fails to improve the customer care offered at Stansted, it could have to pay up to £9 million a year.
A penalty system currently in place at both Gatwick and Heathrow could be introduced at the airport, following considerable levels of complaints from both passengers and airlines.
The operator could have to pay rebates of as much as seven per cent of its airport charge revenues if service does not come up to set standards.
It has already been charged more than £7 million for failings at Heathrow and Gatwick.
Airports are not alone in being ordered to improve customer care.
Earlier this week, consumer champion Which? ordered internet service providers to improve the customer service they offer, calling for Britons to ditch suppliers who fail to deliver.
