British Airways has revealed several initiatives as part of its £7 billion transformation plan over the next two years, encompassing route resumptions, complimentary onboard messaging for Executive Club members, and the introduction of new short-haul seats.
The announcements took place at a British Airways Showcase event in London on 4th March, attended by the airline’s Chairman and CEO, Sean Doyle.
During a fireside chat, Doyle remarked, “I’ve been running British Airways for three years and the rebuild hasn’t been without its challenges. That’s obvious not just for everyone at British Airways but across the industry. But we are making great progress at fixing the basics.”
He outlined five key areas of focus for the investment: drive operational resilience, invest in IT infrastructure, enhance the digital experience, improve the colleague experience, and embed sustainability within the business.
“It’s not just chat, it’s backed up by a very, very significant financial commitment,” Doyle emphasized.
Addressing operational improvements, he stated, “You can transform a lot of things around an airline, but if your operation isn’t delivering the basics, then you’re not going to get very far. We have put a huge focus on operational resilience and punctuality, and over the last three months, we’re making good progress.”
British Airways also unveiled the appearance of new short-haul Euro Traveller and Club Europe seats, to be featured on the carrier’s next generation A320neo and A321neo aircraft. These seats, featuring a unified design across cabins, will offer upgraded amenities, including USB-A and USB-C charging ports.
In addition to cabin enhancements, British Airways announced complimentary onboard messaging for Executive Club members. Passengers can enjoy free messaging services such as WhatsApp, iMessage, Facebook Messenger, and Teams Chat, regardless of cabin class, on all wifi-connected aircraft, starting from 3rd April.
Furthermore, the airline disclosed plans for lounge upgrades, including the introduction of a new lounge in Dubai and a global lounge design concept, developed in collaboration with architecture firm Gensler. Lounge refreshes are also scheduled for Lagos and Seattle, following recent refurbishments at Heathrow Terminals 5 and 3, and Edinburgh airport.