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British Airways Holidays (BAH) is a wholly owned subsidiary of British Airways. The company provides holiday add-ons - hotel bookings, car hire, transfers and excursions - for British Airways customers. BAH's existing system could not support feedback capture and handling on this scale. After evaluating a number of options, BAH implemented Respond, the market-leading enterprise complaints and feedback management software. After evaluating a number of options, BAH implemented CDC Respond, largely because of its ability to streamline processes and improve access to management information. Through the effective capture and management of customer feedback and complaints, BAH is able to adapt and change in order to consistently provide the quality of service demanded by its customers.
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