Tuesday, March 5, 2024
The airline announced plans to introduce a service that will allow travelers to send and receive text messages using apps like WhatsApp, iMessage, Facebook Messenger, and Teams, starting from April 3 over a span of two weeks. It was shared that wifi is available on all Gatwick aircraft and over 80% of the Heathrow-based fleet, with expectations to have the remaining aircraft equipped by the end of 2025.
To access the complimentary onboard messaging service, passengers are required to be members of British Airways’ free loyalty scheme, and the service will be limited to use on a single device per individual.
The airline is focused on enhancing customer experience, especially during flight cancellations, through the development of a new mobile app and website. These improvements are designed to facilitate the rebooking process for passengers, including the option to choose flights operated by other airlines.
Furthermore, passengers eligible for hotel accommodations and meals during disruptions will be directly sent vouchers to their electronic devices. The difficulty in reaching call centers or finding airport staff has often led passengers of all airlines to bear upfront costs for necessities during delays, with hopes of later reimbursement, a situation that can lead to passengers not receiving their entitled benefits due to lack of awareness or financial constraints.
During an airline event hosted by television presenter Steph McGovern in London, she expressed her dissatisfaction with the current app, to which the Chief Commercial Officer, Colm Lacy, responded by acknowledging the commonality of such feedback. He emphasized that the introduction of a new technology platform would enhance personalization capabilities, which are limited with the current system.
Included in the airline’s “transformation plan” are updates such as new seating for short-haul and first-class, the application of AI to improve flight timeliness and aircraft reliability, the inauguration of a new lounge at Dubai Airport, and the resumption of flights between Heathrow and Kuala Lumpur, as well as Gatwick and Bangkok.
Sean Doyle, the CEO of British Airways, outlined the company’s vision for improvement, underlined by a significant investment of £7 billion over the next two years. This investment aims to revolutionize the airline by acquiring new aircraft, updating cabins, enhancing customer service, improving operational efficiency, reducing emissions, and fostering a sustainable culture. A substantial focus will also be placed on developing a new website and app to address customer service issues effectively.
Wednesday, May 1, 2024
Wednesday, May 1, 2024
