British Airways starts new in-person service in local languages for special assistance flyers out of India

NEW DELHI: In a bid to improve accessibility for

Indian customers

travelling to London,

British Airways

has started a new in-person service available in local languages. This free “meet and assist service” offers in-person guidance for those with assistance requirements, helping customers to check-in, navigate the airport, find their seat and help with any questions.
The service is complimentary and designed to help those who would like support from a local speaker who can assist from the moment customers arrive at the airport to when they arrive at London Heathrow. The service will be available in local languages such as Hindi, Punjabi, Telugu and Tamil, and is available at all five cities in India that British Airways operates from,” said a BA statement.
British Airways staff will “offer personalised support, by helping customers with accessibility requirements, to check-in, navigate the airport and board their flight. The service also includes support on arrival at London Heathrow, including wayfinding through the airport and support with transit connections if customers are travelling further afield,” the statement added.
As of now the service is available for people flying from India to London on BA which currently operates 56 direct flights from five cities, including double daily services from Delhi, three flights a day from Mumbai, and daily flights from Bengaluru, Chennai, and Hyderabad. The new service was rolled out earlier this month following trials last year across airports in India “that supported over 500 customers, and forms part of the airline’s commitment to remove barriers and empower every customer to travel in safety,” the statement said.

“The service will be available across all five Indian airports that the airline flies from over the coming weeks, including Delhi, Mumbai, Bengaluru, Hyderabad, and Chennai. BA colleagues with fluency in local languages such as Hindi, Punjabi, Telugu and Tamil, have undertaken dedicated training to deliver this proposition,” the statement added.
Louise Street, BA’s director of worldwide airports, said: “It’s important to us that every customer can travel in safety, comfort and with dignity, and we know that there are some who need an extra helping hand throughout their journey. As part of our new Meet and Assist programme, our colleagues will be able to act as a companion on the ground for our customers with access requirements, ensuring that the flying experience is as seamless as possible.
“This follows the success of various trials over the past year, so we’re excited to launch this initiative across five airports in India, reaffirming our long-standing commitment to the country and to our many loyal Indian customers. This is the first step in what’s to come as we look to explore how this initiative will evolve moving forward,” Street added.
British Airways says it has “long recognised the importance of cultural awareness and language barriers for its Indian customers beyond the flight to the entire airport experience. The airline consistently has Indian cabin crew on its flights to and from India who are proficient in local languages, enabling them to offer a more comfortable and personalised experience on board, reinforcing the airline’s deep understanding of its Indian customers' requirements.”
British Airways has proudly connected India to the world for over a century, marking 100 years of flying to the country in 2024. India continues to be one of the airline’s most important markets, with strong cultural, business and travel ties. The airline continues to invest in its customer experience as part of its GBP 7billion investment plan, focusing on new product, airport facilities and digital innovation.