British Airways has introduced Mandarin-speaking customer service representatives at Heathrow Terminal 5.

The team, who are fluent in both English and Mandarin, assist customers at check-in, at the departure gate and on arrival in to the airport.

Although they are available to help anyone, they will be working at times to coincide with the departure or arrival of customers on the airline’s 10 weekly flights to Shanghai, and the seven weekly flights to Beijing. 

At check-in the team greet customers and help them drop off their bags, print their boarding passes and assist them through security.

The introduction of the help means that Mandarin-speaking customers will be able to communicate in their own language with British Airways’ staff at the airport as well as in the sky.

The airline has Mandarin-speaking cabin crew based in Shanghai and Beijing who operate flights to and from London, to help customers on board.

Richard Tams, British Airways’ executive vice president for Greater China, said:

“For those who do not have English as their first language, the airport can be a daunting place. Our new team of Mandarin-speaking customer service representatives are there to ease concerns for these customers, and to help make their journey through the airport, whether they’re arriving or departing, as smooth as possible.”