Oneworld upgrade Heathrow passenger support centre
20.06.11
The Oneworld alliance Express Connections support centre at Heathrow is to add customer representatives from all the remaining member airlines, with the aim of ironing out hang-ups in flight connections for travellers. Currently the Heathrow centre is covered by American Airlines, British Airways and Iberia. At the end of July it will add representatives from Cathay Pacific, Finnair, Japan Airlines, Qantas and Royal Jordanian.
Staff at the support centre monitor flights to identify arriving passengers who have either already missed their onwards connection or will have less than the minimum connection time before their onward flight departs. They meet both sets of passengers at the aircraft gate. Those who have missed their onward journey are handed new boarding passes for the next available connection, while those with less than the minimum connection time are fast-tracked through customs, immigration, security and onto their departing gate. A similar procedure is also in place for their baggage.
Robert Antoniuk, oneworld vice-president customer experience and airports, said: ‘Since the first of our oneworld Express Connections centres were opened, they have prevented tens of thousands of customers from missing their connecting flights - saving the passengers substantial hassle and saving the airlines hefty costs associated with passenger delays. The upgrade of this facility to include all of our member airlines will enable us to improve still further in this key alliance capability.’
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