BA outlines £7bn two-year transformation plan

British Airways is to unveil a new website and mobile app as part of plans to overhaul its digital user experience.

The online upgrade is part of a £7 billion two-year series of more than 600 new initiatives designed to transform the airline.

The new ba.com browser is already in Beta testing with platforms designed to offer a range of new services.

These include empowering passengers to self-serve and make changes online, rather than having to call one of the airline’s call centres to alter their plans. 

Initial changes will start to be introduced by the end of the year.

Flights from London to Bangkok and Kuala Lumpur are set to return in October and November respectively as part of a commitment to expand the BA network to Asia post pandemic.

The airline will operate daily flights Heathrow and the Malaysian capital with a Boeing 787-9 Dreamliner aircraft, as well as three flights a week between Gatwick the Thai capital using B777-200ERs.

BA is also returning to Abu Dhabi on April 20, as well as adding Agadir in Morrocco on March 31 and Izmir in Turkey on May 18.

New short-haul seats and cabin interiors will feature on next generation Airbus A320neo and A321neos, with eight aircraft set to arrive from May. 

AI and machine learning will be employed help flights depart on time, along with 350 new jobs at Heathrow.

Executive Club members will be able to send messages free of charge on a single device using the airline’s wi-fi from April 3 whatever cabin they are travelling in.

Chairman and 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.”

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