Award-winning customer experience consultancy Ethos Farm is collaborating with British Airways (BA) on its multi-million pound ‘Beyond Accessibility’ strategy.

As part of the initiative, Ethos Farm has curated a library of short videos providing information about different types of hidden disabilities and practical advice on how to support customers at each stage of the travel journey.

Ethos Farm also designed digital guides to assist BA support staff in confidently interacting with customers who are deaf or have a hearing impairment.

ACCESSIBLE TRAVEL ‘NEEDS WORK’

The assets will form part of a training library for colleagues to develop their skills in customer service.

Working side-by-side with BA’s Accessibility Team, Ethos Farm has created a working prototype that helps to define future innovation in accessible, digital travel.

Matthew Garner, Director, Ethos Farm said: “We are delighted to be working with British Airways on its Beyond Accessibility initiative with ground-breaking training and innovation that hasn’t been seen before in aviation.

“Accessible travel remains an area that needs improvement across the aviation industry and British Airways are taking great steps to become the airline of choice for accessible travel.”

Ethos Farm’s partnership with the airline comes as it launches a dedicated support team for customers with additional accessibility needs as part of a $6.5bn customer investment programme.

For more information on the BA initiative, click here.

For more on Ethos Farm, click here.