As part of its continuing investment in the customer experience, British Airways launched a new tool on its website last month to help customers change their bookings and learn about passenger rights in the event of a delayed or canceled flight.

The new online help center assists with flight management, refunds, changing flights, claim compensation and bag location. Previously, customers with related needs were routed through a more general customer relations department, resulting in slow solutions.

“We know that when our customers have experienced an issue they expect us to respond quickly. They also want us to give them more control over their journeys. The new section of the website means our customers can clearly identify where to send their enquiry, and, as it is immediately delivered to the appropriate team, we are able to deal with it faster. This is just one of many customer service enhancements we’re making this year,” said Finola O’Sullivan, general manager, global customer care, British Airways.