April 2024

Our £7bn transformation plan revealed

You might have heard the news: we’re investing £7bn across our operations to improve the experience and service that we offer you, modernise our IT systems and increase our focus on sustainability. Here are just a few ways in which your experience will be improved

We’ve been investing in machine learning, automation and AI to improve everything across our operation - from bookings to baggage handling and departures. These innovative new tools help predict delays by analysing real-time weather, aircraft capacity and connections data to allow us to take pre-emptive action and reduce disruption to your journey. Since their introduction, alongside new ways of working, we’ve already seen a boost to our on-time departures. In addition to technical improvements, we’re investing in new airport equipment and recruiting more staff at Heathrow.

Personalised problem solving

In what is an airline first, our customer care teams on the ground are now able to connect with every one of our 15,000-strong cabin crew at 35,000 feet via iPhone XRs (picturedto resolve any issues in the moment, before your flight even lands. The new phones are part of a wider initiative to empower cabin crew to deliver a more personalised customer service.

crew tech

Only connect

You can also now log into your Executive Club account and use the on-board Wi-Fi to send free text-only messages via apps, such as iMessage, WhatsApp or Facebook Messenger. The service is available on the majority of our fleet, with the roll-out to continue into next year. If you require more data, you can purchase a Browse & Stream package on board.


Designer daydream

Later in the year – and perhaps most excitingly of all – our new Club Europe and Euro Traveller cabins are landing in the next generation of our A320neo and A321neo aircraft. Think modern yet classic British interiors with extra-large bins for overhead baggage, backrest-mounted USB charging ports and the return of the bespoke leather tray between the aisle and window seats in Club Europe. And, as part of the A380 refurbishment, we will be introducing a brand-new and exclusive First suite near the end of 2025.

New look lounges

The transformation also includes some classy new lounge designs. We’re opening a brand-new lounge in Dubai (runway pictured) – the very first to feature our new lounge design concept – later this year, followed by a Miami lounge in 2025. Plus, we’ll be refreshing the lounges in Lagos and Seattle.



More sustainable fuel

A sustainability news flash: our parent company, International Airlines Group, has announced its largest SAF purchase agreement to date with e-SAF (power-to-liquid) producer Twelve. We’ll be supplied with advanced e-SAF made from carbon dioxide, water and renewable energy – a next-generation fuel that will reduce lifecycle greenhouse gas emissions by up to 90% versus conventional jet fuel.


A much-improved app

And finally, a brand-new ba.com website and British Airways app is offering a more personalised experience and a range of new services, such as the ability to change your journey without having to call a customer care centre.

This article has been tagged BA, Travel Tips