From Disruption to Loyalty: Teresa Restucci on Customer Experience at British Airways
Customer Engagement Examples of ExcellenceShow Notes
In this episode of Customer Engagement – Examples ofExcellence it was a delight to welcome Teresa Restucci, Head of Customer Experience Customer Care - British Airways. Teresa began by telling us that her interest in data and analytics led to her first opportunity at BA that has served her well in her increasingly responsible roles within BA customer service operation. She shared insights into the operational challenges that BA has faced recently with the fire at Heathrow Airport in 2025 and the ongoing war in the Middle East. And, and how her team had responded in a timely and effective manner to ensure that both customers and crew members were able to be repatriated as quickly as possible. Teresa highlighted that proactivity in both these scenarios and in the daily challenges that all airlines face, ensured that BA met the increased expectations and demands from customers and has been a major contributor to customer loyalty in very difficult times. She concluded by saying that while AI has an increasing roleto play that it’s not a magic bullet for customer service and that at BA she sees the implementation as being a complement and a trusted assistant to colleagues that builds confidence while allowing them to deliver truly memorable customer experience.
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