Letter from Sean Doyle to British Airways customers – Business Traveler

To our loyal customers,

I am writing to you directly today in the spirit of transparency, which is the philosophy we strive to promote at British Airways in 2022 as we emerge from the worst crisis in our 102-year history.

We know that for many months we have been asking you to be patient with us. Wait while we bring back several planes from airfields around the world. Patient as we rebuild our network, retrain and recruit people to better serve you, and patient as we deal with the thousands of customers who need our help.

To be frank, we have moved from one set of restrictions to another and the amount of change we have faced over the past two years from week to week has been relentless. I don’t try to find excuses for things that should have gone better. What I do is make a personal commitment to you as we build a better British Airways. An airline you can rely on that offers excellent customer service, with someone always on hand to help. Most importantly, an airline you’re proud to fly with – an airline you’re proud of is your British flag carrier. For me, 2022 is the year we can finally rebuild and reinvigorate our airline. After recent news from the UK government about the removal of restrictions, it’s time to get Britain moving again.

My number one priority is to resolve customer call center issues that many of you have had and may still experience. In the face of complicated and ever-changing travel restrictions, the time it takes us to take calls has understandably been longer, which has lengthened our wait times. We are halfway through replacing our phone systems to create a better customer experience and are also already hiring more people to make sure your calls are answered, social media posts are answered and issues are resolved. resolved immediately, as far as possible.

We’ve worked hard to create a more premium experience for you, putting you first and doing it sustainably. Every aspect of this strategy is aimed at making your trip smoother and more enjoyable. For example, our operational teams are working on a new baggage tracking system, allowing you to track your baggage via your phone throughout your trip. We know you appreciated the table ordering service we started offering in our lounges during the pandemic, and so we are continuing this initiative. You also told us that you appreciate the free water and snacks we offer on short-haul flights in our Euro Traveler cabin, so we will continue to offer these as well. Additionally, we are working hard to improve the quality of meals and choices we serve in all cabins and roll out our Club Suite to as many aircraft as possible, as quickly as possible.

We know that change starts from within. Our teams across the airline have been through a lot, and I’m looking at what we need to do to recognize and reward the people we know are making a difference in your journey, and ensure they have everything they need. to feel empowered to do good through you every day.

I know this change won’t happen overnight, but this week I’ve advised teams across the airline to do whatever they need to do to resolve the issues we know you are facing so not to let you down. In the meantime, I want to thank you for staying with us. I know your loyalty has been tested and I want to assure you that we never take it for granted.

I hope that in the coming months you will notice a significant shift towards a better BA, driven by our people to provide a better experience to you, our most loyal customers.

All my wishes,

Sean Doyle
Chairman and CEO, British Airways

Jessica C. Bell