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BBT March/April 2019 cover
March/April 2019

BA installs automated bag-drops at Heathrow

A British Airways customer service agent helping a passenger at an automated bag-drop machine

British Airways (BA) says it has completed the installation of 72 automated bag-drop machines at its Heathrow hub in Terminal 5, with customer service agents on hand if needed.

The carrier says more than 3.5 million passengers have used the technology so far and the number of machines has been increased due to positive customer feedback.

Automated bag-drop machines provide passengers with instructions for tagging and processing their checked luggage themselves. BA claims the technology essentially reduces queuing time.

The machines are part of the airline’s £6.5 million investment in its services.

Yannick Berneau, BA’s head of customer experience at Terminal 5, said: “Removing the ‘desk’ as a physical barrier between customers and our agents allows us to offer the more personalised service that British Airways prides itself on. Hosted bag-drops are a great combination of automation and traditional customer service. The introduction of automation across the terminal has meant that our customers avoid queues and enjoy a faster, smoother journey through the airport.”

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