Alison Dalton is Accessibility Manager at British Airways and is responsible for driving continuous improvements for customers with additional needs across the entire customer journey to ensure a consistent experience. Her aim is to make journeys simpler and easier for customers with both visible and non- visible disabilities. Her background in aviation covers Airport customer service, HR, transformational change and Diversity and Inclusion. Alison has recently rewritten an Accessibility strategy and plan to cover the next three years which drives internal accountability and harnesses technology and innovation. This has become even more important now Post Covid, to reassure customers. In the last year, Alison and her team have implemented a number of key improvements for customers. These include delivering a new approach to learning for colleagues to support customers on an emotional engagement level and introducing new specialist call centre team to help customers before travel.