British Airways will offer free instant messaging on its flights and roll out a new app to allow customers to automatically book alternative travel in cases of disruption. Passengers on planes with wifi will from next month be able to send texts on services such as WhatsApp and Facebook Messenger free of charge during the flight.
Currently passengers have to pay a small fee to use basic wifi services. Chairman and CEO Sean Doyle 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,” Sean Doyle, British Airways’ Chairman and CEO, said.
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And he went on to say: “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 ba.com website and app and are laser-focused on transforming our business and fixing any pain points for our customers.” A new website, mobile app, free onboard messaging, new short-haul seats and a new First suite are among the airline’s latest plans.
The BA network continues to grow, with two of the airline’s most popular Asia destinations to return from October and November. And the airline is also investing in a new lounge space in Dubai, as well as the previously announced refreshes for Lagos, Seattle, Heathrow and Edinburgh.
The new ba.com browser is already in BETA testing with platforms designed to offer a range of new services.
