British Airways is embarking on a £7 billion (R167 billion) transformation plan – a strategic move that promises to modernise the airline and benefit its customers and investors.
BA announced the plan to boost its IT capacity, upgrade aircraft, and improve customer service at its recent ‘In the Skies’ event in London. The plan will include new routes, a website and mobile app, and new seats with free onboard messaging.
The new website will empower users with more digital self-service options, eliminating the need to dial into call centres for travel changes. Passengers will be able to stay connected to a WiFi-enabled customer care solution, even while soaring through the skies.
As part of its revamp, BA is investing £100 million (R2,4 billion) in machine learning, automation, and AI. This step will enhance the airline’s efficiency, expedite departure times, and effectively manage disruptions to ensure a smoother travel experience.
New routes and cabins
During the event, the airline said it would resume flights to Bangkok in October and Kuala Lumpur in November. Bangkok flights will operate three times a week using a B777-200ER, while flights to Kuala Lumpur will operate daily using a B787-9 aircraft.
BA will also redesign its Airbus A320neos and A321neos cabins, equipping the aircraft with new seats and extra overhead luggage bins. There will also be a new exclusive First Suite on flights between the UK and the US.
