I was once a BA employee back in the 1990s. What is worrying is that there are enough MBAs in BA who will have carried out substantial analysis before they made these changes and this to me is therefore a DELIBERATE STRATEGY and sadly, I believe Mr Doyle is a snake oil salesman! Our help is free. Wine list was non committal as to specific wines probably whatever Sainsburys are doing at 25% off for 6 bottles or more. My recent LGW Club World experience was consistent with the themes raised. Sean Doyle was appointed Chief Executive of British Airways in October 2020. at He was appointed LEVEL chief executive in September 2019 and was previously chief executive of Iberia Express for six years. At the start of the year, BA CEO Sean Doyle announced a series of senior management changes to spearhead the airline's recovery from COVID-19. From travel apps to testing, behind the scenes we have been working tirelessly to make sure that British Airways continues to be the airline you can trust. You can book seats for free 7 days beforehand with Bronze status, which isnt hard to achieve Silver can reserve seats at the time of booking. Lynne holds a degree in mathematics, an MBA and an MSc in operational research. Working on a new baggage tracing system, allowing you to track your bag via your phone throughout your journey. I am looking forward to my first experience flying the new club suite to Sao Paulo in two weeks time on the A350 but I am wondering if the showers in the lounge are open again in the evenings now as last time I flew in October they were closed at 3pm.Reading the comments above slightly concerned that I should be thinking about taking a packed lunch on board haha. Just got back from Switzerland. The chance just before Christmas to allow online changes show that the IT can be used to ease burden on call centre staff for customers who dont have all the time in the world. BA CEO Sean Doyle Makes Management Changes - London Air Travel booking and troubleshooting an airline ticket, Labor disputes at American Airlines and British Airways put travel plans at risk. Sean first joined British Airways in 1998, where he began his career as a financial analyst. He may have a generous Irish heart but his company finally became a lost cause when they disastrously employed a bonus chasing Spanish discount airline CEO who only knew how to cut and not invest. We are mid-way through replacing our phone systems to create a better customer experience and are also already recruiting more people to ensure your calls are answered, social media messages are responded to and problems are solved in the moment, wherever possible. This year will be a test. From travel apps to testing, behind the scenes we have been working tirelessly to make sure that British Airways continues to be the airline you can trust. {{ userNotificationState.getAlertCount('bell') }}. The email listed out many details on how they would look to fix flaws and issues that had been highlighted inside of the airline during the pandemic with one of the major focuses being on the customer support phone lines. Service was above recent standards and when my desert choice was unavailable I was offered a choice of F deserts which was a nice touch Bottom line when my hold status goes Ill be looking at AA and DL for my US flights and buying on price so I doubt Ill be flying BA as much in future. How do I get it fixed? At the time of booking we tried to use a voucher for payment but BA had changed the voucher number in its system (no explanation why) and the value of new voucher was incorrect. Overall I think the lounges are doing OK and the Concorde Room has upped its game in the last few weeks to offer a more premium menu which is great to see. A very focussed course for all. We all lead busy lives and have better things to do than holding on the phone. The gold line service when you get through ( some delays but not too bad compared to the public sector!) Sean Doyle apology email! Head for Points Julio has a PhD in Physics from Cologne University in Germany and has an MBA from IESE Business School in Spain. Waited too long to get a passport? The BA crew were amazing: efficient but also kind in how they dealt with this. Prior to his appointment at Aer Lingus, Sean served as Director of Network and Alliances at British Airways, and a member of the Management Committee since 2016. We have rightly waited patiently over the past few months to ensure that the heroic efforts of the nation in protecting the NHS and public health have not been in vain. Twice now they have put me as both the passengers, instead of my wife and I. She joined the airline in 1992. Our CW flight to MBJ didnt have any premium gin from the outset (Tanqueray was on the menu card). People happily criticise BA for its poor industrial relations and are happy to fly Qatar Airways where they dont exist and LGBT+ rights are ignored. Over the years I have written to various Customer Experience Directors at BA about short coming in their service in premium cabins. Wow !! This contact was published on November 27, 2014 and updated on March 9, 2023. Aviation StraightTalk Live with British Airways CEO, Sean Doyle FAQ page or contact UK Companies I just laughed. Soon there will be less of them as they wet lease more and more as the post covid world reopens. I thought the offer of double tier points for BA holiday bookings was a nice gesture, particularly after having several flights cancelled when flights were consolidated. at We had a connecting flight to Newcastle with a long wait at LHR. Fly from DUB to LHR, the LGW to SJO ? Every time I fly with BA these days I question why but theyve got me cornered by status and vouchers. There is no element of luxury or premium to most of the meals. See the full leadership team at Craft. In the email, Mr. Doyle said: My number one priority is to address the customer call center issues many of you have experienced and may still be experiencing. Id hope that means you get a choice of starter again and a choice of desserts as before. Spent an un, Thought @etihad was impressive in business class f, The stunning adults only Sunset Pool at the @waldo, Final early morning beach visit @movenpickalmarjan, Breakfast influencer style with a floating scrumpt, A stunning night at @sonara_camp in Ras Al Khaimah, First time on @klm long haul and lucked out with a, Travel companies, luggage, travel tech & apps, Virgin Atlantic and Virgin Atlantic Flying Club, The call centre wait times and social media. Biography The son of a Garda sergeant originally from Wexford, Doyle was born and grew up in Youghal, Ireland. This is not happening just at BA though, there are a lot of other companies using the same excuse and swinging the lead. However, totally agree about the wine selection being spot on! Almost everyone on the ground with a manager or leader label in their job title has a position to defend and they wont budge on even the plainest facts cabin crew can feed back. Also, please remove as many pain points as possible. More legroom, excellent all round service as always. I have read all of the above and would like to offer a counter-balance. In 2001 he was appointed as General Manager for Central Europe. The next step is an email to the MD. UK blog on how to travel in luxury for less. Every aspect of this strategy is to help make your journey more seamless and enjoyable. They run the spectrum, from codeshare problems to involuntary downgrades. A host of former Inflight Business Managers escaped hire and fire by being reinvented as excellence managers people who are more concerned with fluff and how we plate up a roast dinner in first class than they are listening to what we have to say about the basics. My thoughts from our recent Club World experience. (Well, the prices are eye-wateringly premium at least!). BA need to go back to using trolleys if they are going make the multi course service work again. British Airways often responds to customer feedback or third parties. So, no, nothing much premium at the moment. Julio Rodriguez was appointed IAG Interim Director of Strategy in October 2022. Just fly with Qatar Airways in economy and even better in business to see how it should be done. Management Consultant I Board Member I Board Committee Member, Director-Sales Marketing at Vana, Dehradun, India, Performance Engineer | Senior Enterprise Technical Architect | TOGAF 9.2 Certified, HR Business Partner at Wargaming He also held positions of Chairman of British Airways Holidays, board member of City Flyer and a board member of Avios Group Ltd. Under: "this week I have briefed teams across the airline to do all they need to, to tackle the issues we know you're facing so we don't let you down" . I wish them well, but if I have to spend high to fly them, Id rather choose a competitor where the value for money is better. The only thing premium about BA at the moment is its prices. Mr Doyle you and your company are an effing joke. Here dealing with government departments, doctors, businesses of all shapes & sizes, you name it all done using WhatsApp. Ok but nothing more. at British Airways - Elliott Report Agree with everything you say Michelle (and others). Champagne travel on a Prosecco budget. Find out about our privacy policy and advertising disclosure here. I hope that in the coming months youll notice a significant move towards a better BA, driven by our people to deliver a better experience for you, our most loyal customers. Brand Manager at Olympic Industries Limited, IT infrastructure and SRE coordinator / Project Manager at Bio Ritmo / Smart Fit Group | Scrum | Kanban | KPI | Lean | Process BPMN 2.0 | People | Leadership | Agile | OKR | Management 3.0 | DevOps | Patient while we rebuild our network, retrain and recruit people to serve you better, and patient while we deal with the thousands of customers that need our help. Sean Doyle was appointed Chief Executive of British Airways in October 2020. The airline is working towards carbon neutrality by 2040 however, it recognizes that in this new post COVID world the airline has a chance to be able to redesign and rebuild its image and standing in the new global market. at You might have seen our new advert, starring the real people of British Airways who are always working to keep you safe. When they do they still manage to mess something up. Whats the Booking.com refund process? Guess what! Sean Doyle was appointed as Chief Executive Officer of British Airways with effect from 12 October 2020. Just look at the starter below which consists of a couple of bits of lettuce, two bits of avocado and half a cherry tomato! During his time at British Airways, Sean held a number of senior roles including Finance Director BA Cargo, Head of Corporate Strategy and Executive Vice . There are a few things they could do straight away, starting by doing away with the unbelievable charges for anyone booking Club Europe/World, (without status), for choosing a seat I cannot understand why they cant just bake the cost of this into the overall booking truly, who is going to notice 250 on a circa 4k booking, to also sit in some of the oldest Biz Class seats in modern aviation appreciating there is a slow refurb of the fleet? We know youve enjoyed the table ordering service we began to offer in our lounges during the pandemic, and so were continuing with this initiative. In the meantime, I want to thank you for staying with us. Perhaps if your followers value the comments as they do the articles we might be able to get the message over that what THEY want is mostly doable but is not what IFCE (cabin crew) management and the product and delivery people THINK they need and want. If you need help with any problem,please contact us through this form. Here's more information about the Elliott Responsiveness Ratings. Ground services which are a delight and lounges in their hub at Doha which are beyond amazing for the wuality and level of service and product. There is no element of luxury or premium to most of the meals. The food is definitely an issue and Im pleased to see Sean mention this. In the addition to the Club Suite rollout onto the whole fleet, Sean Doyle mentioned in the email that British Airways would focus on ensuring it can reach an economical and sustainable future. Executives do not try to hide from customers but they do not welcome direct customer feedback and often reroute it to an assistant or to an executive customer service department. We know that when these complaints get to the right level at British Airways, they are resolved quickly. Location London Area, United Kingdom, United Kingdom Company British Airways Sean Doyle 's Current Company Information Company British Airways Industry Airlines and Aviation Headquarters United Kingdom Website www.ba.com Founded Year 1919 Headcount Over 10,000 ( View All ) Specialties air travel holidays fly drives People Similar to Sean Doyle The Bhukkad Cafe. Before that she was chief executive and chairman of IAG Cargo, a position she held for four years during which time she expanded the organisations digital capability and strengthened customer focus. Sean Doyle works in the Airlines/Aviation industry. We know that for many months now weve been asking you to be patient with us. Lots t, Review of @movenpickalmarjan in Ras Al Khaimah is, Not only was this an amazing empty leg flight on t, @flydubai #b737max business class. Getting them to that level is another matter. For our next trip we had paid extra for a club suite seat, its already been downgraded to an old seat.. A fascinating read of comments. My flights back to LHR are now only 5 hours however, CW has been replaced by CE so sitting in an economy seat with no TV or in seat entertainment, a very poor meal service and terrible overall service has meant that I have switched to airlines which offer a proper service. The menus seem to consist of what I would think of as pub grub, sausage and mash, cottage pie, pasta and roast dinners with a curry option if you are lucky. CEO Sean Doyle reportedly said in a recorded message to staff in March that passengers were "rightly fed up" with BA's issues, but he added that there were no quick fixes, and likened . Our outward was also in club with single plate offering of curry. "Bookings remain very resilient."British Airways CEO Sean Doyle talks business as the travel industry comes out of the pandemic. our privacy policy and advertising disclosure here. They used to have a seniority system which allowed those most experienced to choose which position to work first. On departure 3 of the 4 toilets were not working and we were not allowed to use the unused first class toilet because first class was being used as a crew rest area. Sean Doyle Sets Out His Vision For BA "A Royal Departure" Desert Island Discs Also of interest this week: News from London Air Travel you may have missed: I work in the media so I speak as a find but I do think that, for all their recent difficulties, you can still trust BA more if youre in an unexpectedly difficult situation like mine.