Launch Interactive Guide to British Airways’ E-Services

Published: Wed May 18 2005

Over the past four years, British Airways has invested significant resources in making the whole travel process much easier by automating the many processes involved in planning, booking, flying and interfacing with British Airways. The new and updated travel procedures empower the consumer to have more control, use their time more effectively, and receive up to date guidance, help and reassurance, giving them a better overall travel experience.

The consumer focussed interactive guide aims to inform the customer how they should use and the self-service kiosks at the airport, to make their journey simpler, smoother and altogether more enjoyable.

The guide highlights the problems experienced by many at the airport when using traditional methods of checking in. It then emphasises the contrasting ways in which using as an alternative can help.

The solution is demonstrated via a step-by-step guide, showing the user how to feel more in control when using the e-services provided by British Airways, including the ability to choose their preferred seat, check-in online and print their boarding pass.

Conception, design, copy and build of the online guide was handled by Further illustrations were produced by Park Avenue.

Clive Peoples, Customer Experience Manager at British Airways, commented:
"British Airways has spent significant time with customers developing
market leading online services to make flying as enjoyable as possible,
stripping away many of the process other airlines force their customers
through. This simple guide to getting the best from British Airways, is our
way of introducing these services to customers in an engaging and well
thought through way.'s involvement was fundamental to getting
the right solution for our passengers."

David Eastman, Managing Director of, commented: "This was a great project for to work on and a subject close to our hearts – encouraging customers to move online! Having handled the digital marketing for British Airways for the past 6 years, it is great to be working on site build again and adding one of our longest standing clients to our growing portfolio of full service clients."
Contact Name: Marianne Stefanowicz
Contact Email:
Contact Phone: 020 7964 8218

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