- British Airways’ brand-new 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 land 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
- This follows 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
India, 18 March 2025: British Airways strengthens its deep-rooted commitment to India with the introduction of a brand-new Meet and Assist service for customers who require additional support travelling from India to the UK* to help make travel less stressful.
As the only airline to offer this complimentary in-person service, British Airways colleagues will be on hand to 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 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**. British Airways colleagues with fluency in local languages such as Hindi, Punjabi, Telugu and Tamil, have undertaken dedicated training to deliver this proposition.
Louise Street, 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.”
British Airways 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.
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*Customers who register for assistance through ‘Manage my Booking’ on ba.com ahead of their flight, will be greeted at check-in by British Airways’ dedicated team on the day of travel. Colleagues will actively engage with each customer to discuss their requirements and offer the complimentary Meet and Assist service.
**The service has already rolled out across Chennai and Bengaluru airports and from today, will be available at Delhi airport, with Mumbai from 25 March and Hyderbad from 8 April 2025.
Notes to Editors:
The new Meet and Assist service includes:
- Check-in: Dedicated assistance for check-in and baggage drop-off, ensuring a stress-free start to the journey.
- Security and Immigration: Guidance through airport formalities for a smooth transition to departure gates.
- Boarding and onboard support: Helping customers with seat location and support in the cabin.
- Arrival and transit at London Heathrow: Wayfinding through immigration, baggage collection, and transit connections.
British Airways currently operates 56 direct flights from five cities in India, including double daily services from Delhi, three flights a day from Mumbai, and daily flights from Bengaluru, Chennai, and Hyderabad.
