British Airways passengers will soon be able to use messaging apps for free while flying with the airline.
Starting from next month, travellers will be able to send and receive texts on apps like WhatsApp, iMessage, Facebook Messenger and Teams. The new service is set to be rolled out over two weeks from April 3.
The majority of British Airways’ planes already have wifi access, but the airlines aims to have the technology installed on all of its aircraft by the end of 2025.
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To use the messaging apps for free, passengers need to sign up for the airline’s loyalty scheme. Passengers will only be allowed access on one device each.
Sending pictures, videos or attachments, browsing the web or streaming content, will cost more, with passengers able to purchase a pass for between £4.99 and £21.99.
The new service is part of British Airways’ wider plan to improve its services, which includes the development of a new mobile app and website. It is hoped the new app will assist customers whose flights are cancelled by enabling them to book seats on alternative flights, including those operated by other carriers.
Passengers entitled to hotel rooms and food will also be sent vouchers direct to their electronic devices. Difficulties accessing call centres or finding staff at airports means customers of all airlines are often forced to pay upfront for food and accommodation during disruption, and later submit claims for reimbursement, which leads to many passengers missing out on compensation.
Television presenter Steph McGovern hosted an event for the airline in the City of London on Monday night, at which she told bosses: “I’ll be honest with you, I hate the app.” Chief commercial officer Colm Lacy replied: “I wish I had a pound every time I heard that statement.”
He added: “Having a new technology platform allows us to do things that we just can’t do on our existing platform. It’s all about personalisation.”
Other areas included in the “transformation plan” are new short-haul and first class seats, using AI to boost flight punctuality and aircraft reliability, a new lounge at Dubai Airport, and the return of flights between Heathrow and Kuala Lumpur, and between Gatwick and Bangkok.
British Airways chief executive Sean Doyle said: “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 £7 billion over the next two years to revolutionise our business.
“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.”
