British Airways – a member of International Airlines Group (a Headline Partner of FTE EMEA and FTE Ancillary & Retailing, Dublin, 11-13 June 2024) – has held the first meeting of its new Customer Access Advisory Panel. This is aimed at improving the end-to-end experience of customers with accessibility requirements. The airline is committed to delivering a seamless experience for everyone and is dedicated to ensuring that its accessibility offering meets the diverse needs of its customers.
“British Airways carries hundreds of thousands of customers who require additional assistance each year,” said Xavier Mascarell, Customer Accessibility Strategy Manager, British Airways and founder of the Customer Access Advisory Panel. “We work hard to remove barriers and support customers with accessibility requirements throughout their journey but know there is more work to be done. The insights and recommendations we receive from our advisory panel members will be vital to improving our accessibility offering. We want to ensure a positive flying experience for everyone and we hope the learnings we gain through these meetings will drive further change.”
The independent panel, comprised of individuals with both visible and non-visible disabilities, met in person for the first-time and will come together every few months to provide invaluable feedback and discuss and review new initiatives, to ensure that British Airways’ products and services are designed and built with accessibility and inclusion front of mind. From IT solutions to airport and onboard experience, the panel will play an important role in shaping improvements within the airline and provide practical recommendations on best practices for inclusivity, informed by evidence and supported by lived experiences.
“I’m over the moon to support British Airways as Chair of its new Customer Access Advisory Panel as this demonstrates a visible commitment from the airline’s leadership to make flying more comfortable and dignified for everyone,” said Mary Doyle, Chair of the Panel. “Tailoring the customer experience is key to our success, as disability is not one-size-fits-all. We have a great team of professionals with lived experience on the panel who are curious, innovative and put the customer at the centre of all decisions. This team is committed to helping British Airways learn directly from the disability community and we’ll have some fun along the way.”
Hear more from International Airlines Group (IAG) at the co-located FTE EMEA and FTE Ancillary & Retailing events, taking place in Dublin on 11-13 June 2024. Harvey Tate, Human API – Digital Transformation, IAG, is speaking in a session focused on ‘What are the new technologies and approaches, that can make a transformational difference to the ways air transport stakeholders will operate in the future?’ He will deliver a presentation titled: ‘IAG is exploring a path to dark airport (fully autonomous) operations in the future, but how long might that take to achieve and what does it need to see from industry stakeholders to make such a vision a reality?’
Martin Thomas, Implementation Manager, Airports Automation, IAG Airports, will deliver a scene-setting presentation in ‘The FTE APEX Lounge Innovation Summit’ titled ‘The latest thinking on the way to develop, and run lounges, across the IAG group’.
Meanwhile, Annalisa Gigante, Board Member of Hangar 51 & Head of Innovation, IAG, is participating in the ‘Closing Leaders Keynote Session’ – a fast-moving and entertaining panel discussion on customer-centric innovation and business transformation.
View the FTE EMEA and FTE Ancillary & Retailing schedule at a glance >>
Register for FTE EMEA and FTE Ancillary & Retailing – one registration provides access to both events >>
IAG Airports speaking at FTE Aviation & Robotics Summit, Pittsburgh, 14-16 May 2024
The FTE Aviation & Robotics Summit takes place in Pittsburgh – the ‘Robotics Capital of the World’ – on 14-16 May 2024. Thomas Cannell, SVP Airports Futures, IAG Airports, is participating in a session titled ‘Where the rubber meets the runway: Navigating expectations, requirements, implementation, and outcomes when testing and deploying technology through partnership’.
Register or express your interest in attending the FTE Aviation & Robotics Summit >>
View the FTE Aviation & Robotics Summit agenda >>
View 10 reasons to attend the FTE Aviation & Robotics Summit >>
