British Airways invest in India with new call centre

British Airways has officially opened ‘CallBA’, its new call centre located in Gurugram, near Delhi.

Image: British Airways

The centre will offer an enhanced customer experience to travellers across the globe.

The airline’s Chairman and CEO, Sean Doyle, unveiled the new office space this week, where 1,400 trained staff will offer round-the-clock support to thousands of customers from the US and Europe, through to Asia Pacific.

CallBA has doubled in size since 2019, and the new facility comfortably accommodates the full team, with colleagues now using a cloud-based telephone system with call-flow management and access to insightful data to further personalise the customer experience. 

Sean Doyle, British Airways’ Chairman and CEO, said: “British Airways has been flying to India since 1924, making it one of our longest-served and most valued destinations. This investment in our Customer Care team at CallBA is part of our vision to continually enhance and upgrade our customer service. As we continue to invest in our people and grow our customer service teams in the region, we remain committed to the country and its people as we build a better BA.” 

The number of British Airways flights from India to London now exceeds pre-pandemic levels, with the airline operating 56 flights a week, to five Indian gateways: Delhi, Mumbai, Chennai, Bangalore and Hyderabad. 

British Airways has also partnered with IndusInd Bank and joint business partner, Qatar Airways, and launched a new multi-branded airline credit card. From July, card holders will be able to collect Avios and elevate their travel experience, with benefits ranging from fast-track to meet-and-greet and concierge services.