British Airways expands in-person support for Indian customers travelling to Canada

• British Airways is expanding its complimentary Meet and Assist service for Indian customers connecting through London Heathrow to Canada   

• Following a successful rollout across five airports in India last year supporting more than 13,000 customers, the service is now available for connecting customers arriving in Toronto and Vancouver 

• Available in Hindi and Punjabi, the service offers in-person guidance, check-in assistance and on-the-ground wayfinding support  

• Earlier this month, the airline saw a 92 per cent increase in searches for travel from India to Canada, reflecting growing demand between the two regions 

Toronto, March 30, 2026 – British Airways is expanding its complimentary Meet and Assist service for customers who require additional support when travelling from India to Canada, helping to make their journeys less stressful and more accessible. 

Following a successful rollout last year across all five Indian airports served by the airline, the service is now available for customers onwards to Toronto Pearson International Airport and Vancouver International Airport via London Heathrow Airport*.  

British Airways colleagues will provide in-person support for customers connecting through London Heathrow, with additional assistance available on arrival in Toronto and Vancouver. This includes airport navigation and support with onward transit connections for those travelling further afield. 

With the expanded service, customers arriving in Toronto will be greeted by agents who can assist with wayfinding through airports, both during the connection at London Heathrow and on arrival at Toronto Pearson International Airport, and support with onward transit connections if they are travelling beyond the city. 

Gloria Chow-Vanderwell, Senior Vice President of Americas for British Airways, said: “We are pleased to expand the successful Meet and Assist program to customers with specific language needs traveling into Toronto. We prioritize our customers and want to ensure that they feel as comfortable as possible throughout their journey. Our colleagues work to ensure all customers feel supported as they navigate their travel experience, especially those who require additional assistance. This program showcases our continued commitment to our Indian customers and our longstanding connection with the country. We look forward to expanding the program to other locations around the world.” 

Following its successful launch last year, British Airways has supported more than 13,000 customers across every Indian airport the airline serves. The airline continues to recognise the importance of cultural awareness and enabling customers to travel with confidence.  

British Airways also consistently operates flights to and from India with Indian cabin crew who are proficient in local languages, helping to deliver a more comfortable and personalised experience on board. 

As customer demand between the two regions continues to grow, the airline recorded a 92 per cent increase** in searches for travel from India to Canada earlier this month, reinforcing its commitment to supporting customers travelling between the two countries.   

In April 2026, the Meet and Assist program will also expand to Vancouver International Airport, continuing to support Indian customers travelling to Canada. 

ENDS 

*London Heathrow and Toronto now offer the service, with Vancouver scheduled to join by the end of April 2026.  

**92 per cent increase in ba.com searches for travel from India to Canada on 2 March 2026 compared to the month before (2 February 2026). 

Notes to Editors  

About the Meet and Assist service 

• Customers can register for assistance through ‘Manage my Booking’ on ba.com ahead of their flight. They 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 if needed. 

• The 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 transit connections.