British Airways has unveiled a transformation plan involving an investment of approximately £7 billion over two years. This was announced at their first-ever showcase event, ‘In the Skies’, in London.
The airline is undergoing a comprehensive overhaul of its website and app to allow changes and other processes to be completed online. Tests are already underway, with the first changes expected to be rolled out by the end of the year.
Additionally, Executive Club members will enjoy free messaging through onboard Wi-Fi. This service will be available on all aircraft equipped with Wi-Fi within two weeks from April 3rd. Furthermore, a Wi-Fi-enabled onboard customer care solution developed by Microsoft will allow ground-based customer care teams to communicate with cabin crew to assist in resolving issues before the flight’s arrival.
A £100 million investment in automation, AI, and machine learning will enhance processes from reservations to baggage handling, predict delays, and support swift decision-making by analyzing real-time weather, aircraft size, and customer data. To facilitate cloud migration of 700 systems and thousands of servers, an investment of £750 million has been allocated.
New lounges will be established in Dubai, and single-aisle aircraft will feature new seating, cabin interiors, and larger overhead bins. The Airbus A380 will be outfitted with a new first-class experience.
