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British Airways unveils new website & app as part of its GBP 7bn transformation plan

British Airways has announced an array of new initiatives to transform the airline, unveiling a GBP 7bn transformation plan at its first ‘In the Skies’ showcase event in London.

Sean Doyle, Chairman and CEO, outlined his modernisation plan, committing to delivering a world-class customer experience, modernising IT, growing pride among colleagues and focusing on sustainability, as well as driving on-time performance.

“We’re on a journey to a better BA for our people and for our customers, underpinned by a transformation programme that will see us invest £7bn over the next two years to revolutionise our business,” Doyle said. “We’re going to take delivery of new aircraft, introduce new cabins, elevate our customer care, focus on operational performance and address our environmental impact by reducing our emissions and creating a culture of sustainability. We’re also heavily investing in the development of a new website and app and are laser-focused on transforming our business and fixing any pain points for our customers.” and app
As part of its investment programme, British Airways has confirmed plans to overhaul its digital user experience with a new website and mobile app offering deeper personalisation. The new browser is already in BETA testing with platforms designed to offer a range of new services, including empowering customers to self-serve if they wish, taking control of and making changes to their journeys online, rather than having to call one of the airline’s customer care centres to alter their plans. Initial changes will start to roll out by the end of the year.

WiFi enhancements for customers
With more customers looking to remain connected with the world from their seats, from April 3, British Airways Executive Club Members will start to be able to send messages free of charge on a single device using the airline’s WiFi – whatever cabin they’re travelling in. The service will be available on every WiFi-enabled aircraft within two weeks of the rollout date*.

The airline has also become the first to offer a WiFi-enabled inflight customer care solution to solve issues in the moment – even at 35,000ft. Created especially for British Airways by Microsoft, customer care teams on the ground are now able to connect with cabin crew colleagues across more than 300 flights a day. The functionality allows crew to help solve any unexpected issues before a flight lands at one of the airline’s more than 200 destinations.


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