BAA Property Excellence
Customer Service provided by BAA's property team.
The relationship between BAA's properties and the businesses that occupy accommodation on its airports is symbiotic. Without airports, the air-related businesses would not be able to function. Without air-related business, the airports would not be able to function.
This has influenced our core philosophy which is to base our business on satisfied customers.
BAA launched The Property Challenge, which committed to manage the property business in a highly customer-focused way and in particular to provide hospitality, quality, value for money and choice to our customers in a way that was open and quantifiable.
This award-winning programme made promises about fault resolution, service delivery, process improvement and innovation and is now the foundation of our customer service culture. Our commitments are the subject of regularly published performance standards and we seek regular feedback from our customers by independent market research. There is also a dedicated email address for customers to give feedback:
The task of implementing the principles of The Property Challenge falls to the 100 professional and support staff directly employed by BAA. They include asset managers, facilities managers, engineers, development managers, health and safety specialists, marketing professionals and accountants. By undertaking these activities in-house, we have developed a unique understanding of the aviation industry, which is fundamental to our customer service culture.
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