News: Customer Service/Care
Selling airports 'may lead to increase in BAA's customer service'
20 March 2009
Customer service will be one of the areas benefiting from the Competition Commission's (CC's) decision that operator BAA must sell a number of its airports, a report asserts.
In a report announcing the decision, the CC claims the judgement will put more pressure on BAA to respond to its users, which could lead to a rise in consumer care.
The organisation states that by increasing the competitivity of the sector, BAA may have to take action to improve its relationship with its users, which could lead to customer service training being implemented.
Among the actions it predicts could be implemented are "lower prices, improved levels of service and more efficient investment in response to customers' needs".
The report comments: "[All] will benefit from airport operators being more customer- focused."
In a recent statement, transport secretary Geoff Hoon announced that the Civil Aviation authority will be given a secondary duty to improve passenger experiences, which could lead to an increase in customer service.
