British Airways Invests £500 million to Enhance Customer Experience



Chairman and CEO Alex Cruz talks about the British Airways’ plans

British Airways has announced investment plans that will include some fitting upgrades to its premium cabins, offering new lounges and self-service check-in procedures. The inclusion of biometric boarding gates is also expected to speed up the airport journey, whilst latest generation Wi-Fi services on both long-haul and short-haul fleets are to develop within the next two years.

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"We're investing in the best Wi-Fi in the sky, new lounges and direct access to security and our lounges for our First customers, via our new First Wing at Heathrow,” says Alex Cruz, British Airways' chairman and CEO in a press statement.

"We will innovate where our customers value it most and differentiate ourselves with a unique on-board experience and service,” adds Cruz. “We're investing in Club World, focusing now on improved catering and sleep and in the future on a new seat.”

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Cruz adds that the airline plans to align its business cabin and service across every flight with the introduction of Club Europe on UK domestic services.

The £400 million investment in Club World for long-haul business class flights, expects to redefine the experience of being 38,000 feet in the air with the airline, offering enhanced dining experiences and a good night’s sleep. Indeed, aside from offering new catering in the Heathrow business lounges from June onwards, with breakfast service extended to 11am, fresh linens, bigger specially-designed pillows and soft duvets will be introduced in July.

"We have an exciting time ahead,” says Cruz. “We’re also making changes behind the scenes to increase operational efficiency and reliability through new technologies including automatic boarding gates and a re-designed baggage arrivals process.”

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