Check out our guide to booking and troubleshooting an airline ticket. Been looking at booking a few flights and was amazed at how much BA are asking. With the Air France -KLM merger Marco moved to Paris in 2004 and held the responsibility first as VP Global Business and then as Commercial Director Europe. The return leg back to GLA left 2 hrs before the inbound flight into LGW arrived. The British Airways management team includes Sean Doyle (CEO British Airways), Mark Loch (Chief Product Officer), and Rebecca Napier (Executive Director Board of Directors) . 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. In a nutshell BA have hit the bottom and I will now do anything to avoid flying with them. 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. So it was my choice to fly BA, support the airline and enjoy the benefits of being a Gold Card holder. 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. I cant see them ever being premium again and will only fly with them if their prices arent premium. Mille, As an Inflight Manager I totally agree with you with regard to onboard working position allocation. My American Tourister luggage is defective. When Club Suites came out 3 years ago in 2019, I was amazed that BA thought it acceptable to dribble along with the 20 year old ying/yang design for six years rather than introduce the Suites over 2 years. What an experience. He graduated from Staffordshire Polytechnic with a BSc (Hons) in Information Systems and is a Fellow of the British Computer Society. *IF* Sean makes real improvements upto a competitive level and they are reliably delivered for several months I will experiment with them but for now BA remains #BeyondAbysmal and #BestAvoided because they not only deliver sub par product & service but charge a ridiculous premium for it. Stay up to date with all our latest developments and corporate news, Significant shareholdings and treasury stock, Corporate governance and directors' remuneration reports. An airline you can trust and rely on and that offers great customer service, with someone always available to help. And recent experiences have just pushed me to the point where I seriously question why I would ever fly with the airline again. at Disagree that exclusive table serviceelays but not should stay. 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. Just fly with Qatar Airways in economy and even better in business to see how it should be done. You might have seen our new advert, starring the real people of British Airways who are always working to keep you safe. Every time I fly with BA these days I question why but theyve got me cornered by status and vouchers. Lets not forget that BA operates in an almost uniquely competitive environment. The decision to allocate positions in rotating groups and not experience has been commercial suicide. has for us been outstanding still. I dont think I have ever seen so many replies to an article on here !! The only thing premium about BA at the moment is its prices. The man needs to study and digest all this criticism! 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. It has received nothing like the level of financial and non financial Covid support of any other airline in Europe. Carolina Martinoli isChief of People, Corporate Affairs and Sustainability Officer at IAG. It actually doesnt involve that much expenditure . Half the travel time. The crew WERE ALWAYS fine. Sean Doyle was appointed as Chief Executive Officer of British Airways with effect from 12 October 2020. Their smiles and their enthusiasm to . In the face of constantly changing and complicated travel restrictions the length of time its taking us to take calls has naturally been longer, which has pushed up our waiting times. Patient while we bring multiple aircraft back from airfields around the world. 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. Youve also told us you appreciate the complimentary water and snacks weve been offering on short-haul flights in our Euro Traveller cabin, so well be continuing with these too. The gold line service when you get through ( some delays but not too bad compared to the public sector!) ), and a no-choice dessert that was a bit like something you would serve at a kids party. "Bookings remain very resilient."British Airways CEO Sean Doyle talks business as the travel industry comes out of the pandemic. Id like to say before I give my take on the announcements that I am the highest status you can earn on BA as a Gold Guest List. 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. Taxfiler Limited, Chief Executive Officer I am cabin crew, A lot of people have told me they like the one tray service in Club World because it keeps the length of the service to a realistic time frame. # Call Centres C-19 being used as an excuse Im afraid. Of 13 seats in front of J (all full) only 1 passenger had their door (partially) closed. Eventually I went to find a steward to get it turned off to be told he had just written a report about it as it would not switch off! 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 Sean joined British Airways in 1998 and qualified as a Management Accountant (ACMA). Id love it. I was just a humble Economy passenger, but our party of 4 used the lounge which is the current BA offer at Gatwick North beforehand and it exceeded our expectations excellent range of food and drink, and the Library was a lovely peaceful area. Lynne holds a degree in mathematics, an MBA and an MSc in operational research. Waited too long to get a passport? BritishAirways Customer Relations 11 West 42nd Street 24 th Floor New York, NY 10036, Primary ContactCalum Laming Chief Customer OfficerBritish Airways Plc, WatersidePO Box 365Harmondsworth, UNITED KINGDOM UB7 0GB[emailprotected], Secondary ContactIan Blackman VP Airports East USA, Latin America and the CaribbeanBritish Airways Plc, WatersidePO Box 365Harmondsworth, UNITED KINGDOM UB7 0GB[emailprotected], Rene de Groot Chief Operating OfficerBritish Airways Plc, WatersidePO Box 365Harmondsworth, UNITED KINGDOM UB7 0GB[emailprotected], Chief ExecutiveSean DoyleChief Executive OfficerBritish Airways Plc, WatersidePO Box 365Harmondsworth, UNITED KINGDOM UB7 0GB011 44 20 8738 5050 [emailprotected]. On a recent long haul flight, they didnt bother to offer anyone breakfast, including any hot drinks. Something else that needs sorting is bus gates at outstations when airbridges are available. Crew exhausting serving 60 in club. My Whirlpool stove is defective again. Sean first joined British Airways in 1998, where he began his career as a financial analyst. The jurys still out for me. More legroom, excellent all round service as always. Choose whatever ticket is cheaper and convenient. I wont believe any more words and Ill continue to fly BA only when I dont have an alternative until such time as I see changes that make me think they are a better choice for my travels than the airlines I currently use A3, TK, QR, SQ, NH and AC in the main. This is always noted on my bookings. Sean Doyle works in the Airlines/Aviation industry. Last week flew F from LAX to LHR on BA and wouldnt have called it a premium product although the crew were excellent. Would anyone fly BA in preference to Qatar even if the price was the same? Yes the double tier points offer has been a bit of a disaster. Recent years have seen my patience and loyalty to BA severly tested. Meanwhile, euro travellers were asked to remain cosily seated. BAs outsourcing of this has been terrible for years, by far the worst of any airline with which I deal. Twice now they have put me as both the passengers, instead of my wife and I. CEO British airways email address Notices Join in and register on theDIBB You will need to register before you can post: click the register link below to proceed. Focus on luggage tracking not high priority issue to fix although having priority luggage treated as priority would be nice. As someone who has flown throughout the pandemic (rules permitting) its frustrating to see the decline of BA. Many of you have made personal sacrifices which means you have been unable to make important journeys to see family and friends and visit the places you love. Fly from DUB to LHR, the LGW to SJO ? Heres how to spot it, How to find the best hotel at the lowest rate, Here it is: The complete guide to summer travel, Take that back: The ultimate guide to a product return, The ultimate guide to getting a repair, replacement or refund for your broken appliance, Cell phone customer service: How to get virtually any problem fixed now. A national disgrace! Our teams across the airline have been through a lot, and I am looking at what we need to do to recognise and reward the people we know make a difference to your journey, and ensure they have everything they need to feel empowered to do the right thing by you every single day. He has undertaken various financial, strategy, and alliance roles. Sean Doyle's business email address is s****e@britishairways.com What is Sean Doyle's Phone Number? Personally I dont care if it comes on a trolley or the back of a donkey as long I dont wait for ages. This meant you normally got the experienced crew in first and club. Consumer Alert: Good luck getting those fees back! A message from our Chairman and CEO, Sean Doyle | British Airways A message from our Chairman and CEO, Sean Doyle Published: 17 May, 2021 Dear Customer, We recently received welcome news from the UK Government giving us clearance for take-off once more from today. It should have been able to do it automatically. Clearly they were promoting a new seat that many would not experience depending on their route. Making remote or global hires? Im using 241 Avios to take my brother to Lisbon on CE in June and hoping for a good experience. 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. BA have totally ruined my trip , lesson learned . I said i was sensitivento the light and was told to wear the eye mask! F to Mexico City at start of 2020 was 1900 but they did run out of champagne after just a glass each on the return flight because they had under-supplied or the very average crew had given it to themselves and their friends! When you call BA to use your Avios flight voucher it is almost impossible to get through, hence in the end you just give up and pay the cash online. She was also chairman of BA CityFlyer. BTW, BA are so against another runway at LHR.they have pretty much a duopoly on some routes and a strong position on North America with American. And at least Ryanair staff are jolly; this lot are generally workshy and totally lacking in interest in their passengers. Check out Elliott Advocacy Today, our free, daily newsletter with links to your favorite commentary, tips and news about consumer advocacy. Plus, it's the end of the semester and we're throwing a party! My recent LGW Club World experience was consistent with the themes raised. Guess what! Sean Doyle Chairman and CEO, British Airways 30th January 2022 at 10:10 #312371 Rob HfP Staff There appears to be a typo. This week Im off to Caribbean, choice of Virgin or BA, Virgin slightly more expensive but have chosen them as has always been a better experience re food & service. Matters were made worse, as passengers on earlier departures were kicking off and being brought forward as they were close to flights. Wine list was non committal as to specific wines probably whatever Sainsburys are doing at 25% off for 6 bottles or more. These include perks such as upgrades, free breakfast, hotel credit and late checkout. The south lounge in T5 was at least not overcrowded; but the choice of food was pretty limited and uninspiring. Supply Chain | Logistics | Warehouse | Transport | Comex | Manufacture | Customer Service | Distribution | Last Mille | e-commerce | Commercial | Pre-sale |Marketing and R&D | Courier | S&OP | Dark S As a result we might all be forced to desert to their competitors sooner rather than later, although it would be such a shame not to redeem all those Avios, companion E tickets, and the various vouchers of which we all now posses so many????? They claim they offer a premium meal in the sky, but to be frank, the Full English still has no bacon, and it is basically scrambled eggs and a few mushrooms. Im going to Brisbane via Sydney this year and BA have put their F to nearly 7k min from 5.4k. As often the case with these things action speak louder than words we will see if these words translate into real world changes in a meaningful way. In addition, were working hard to improve the quality of the meals and choices we serve across all cabins and rolling out our Club Suite on as many aircraft as we can, as quickly as we can. Priority bags out last both outbound and return, one tray service of mediocre economy food and a lack of proactive cabin service. What a joke! Like others, Ive heard fine words from BA before while they have continued to cut and offer a business class product that on long haul is 20+ years out of date and on short haul has been diminished to less than economy was ten years ago. He had a 32kg mountain bike and bag to check in, and subsequently waited, along with others 1 hr to get a boarding card! Were always here to help. 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: Quite often they were nearly double the price of Qatar out of LHR not ex EU. Flight prices are just ridiculous when flying west right now, especially if you want to start your journey from the UK. This isnt all down to the staff, but there seems to be a malaise over BA where there is no ambition to make a really positive customer experience. A few years I would have blindly booked BA, even if more expensive. Crying children with their toys in the cases. This we have been doing for at least the last 10 years. We were rebooked onto a GLA-LHR which gave us 2 hrs to transfer from LHR to LGW at our own cost. Head of Strategy and Business Plan @ British Airways CEO Aer Lingus @ Aer Lingus Area General Manager Americas @ British Airways Finance Director BA World Cargo @ British Airways Financial Controller Airline Partnerships @ British Airways CEO British Airways @ British Airways Director Fleet Network & Alliances @ British Airways Finance Manager @ British Airways Area Finance Manager Asia Pacific @ British Airways Finance Business Partner Strategy & Business Units @ British Airways, Extraversion (E), Intuition (N), Thinking (T), Judging (J), There's 74% chance that Sean Doyle is seeking for new opportunities, Principal Software Testing Consultant at Testhouse None of this says premium to me. Pre departure drinks are not ad hoc, we have been doing them for several months already. We know change starts from within. Completely agree re worry about needing to contact and not being able to. . Since Sean Doyle took over he has been keen to emphasise that his focus is on making BA a premium airline. Sean still has a lot to do with staff training. Over the past few months our teams have been working hard to create a seamless travel experience for you and we have worked in partnership with some of the most advanced technology and healthcare companies in the world to do it. at Sign up for a free account. The death spiral reached the point of no return when they closed UK based IT departments and outsourced to India with price the only criteria, not experience, competence or management.And when you review the voluntary redundancy programmes they set up to cut even more costs you can trace the loss of experience and even customer focussed wisdom to the second rate airline now trying to please its IAG shareholders and protect senior staff bonuses and not us its less and less captive customers. She previously worked at GSK Plc for over four years in a variety of senior roles and more recently as Senior Vice President, Legal Head Group Transformation and Separation. Nobody answering the phones, as usual. Spot on when you say While the majority of the food has tasted OK, it reeks of cheapness. I flew London / Lisbon last night where the meal consisted of a main dish and s bread roll and butter. It would be awesome if we could message you quickly & easily using Signal or WhatsApp. Sorry, but BA is a national embarrassment in my eyes and possibly beyond redemption. Previously he was Chief Executive Officer and executive director of Aer Lingus from January 2019. The tikka was good but how on earth the dreaded coronation chicken survives Ill never know! at Full service food and beverage even through Covid. Now we have smiley staff who dont have a clue about premium products and service. Every time? FGE, Associate Director, Global Field Excellence at Alnylam Pharmaceuticals I still havent received the double tier points (now 61 days and counting). This weekend he gave an interview to the Financial Times as well as sending all Executive members an email. Totally agree with maximising the online channel and Im VERY disappointed and suspicious that I cant see all my numerous eVouchers and their values on my account, This can all be fixed but I fear they simply dont get how sub-premium the Club World product is it why didnt Sean take the opportunity to ask for comments? at While the majority of the food has tasted OK, it reeks of cheapness. Our outward was also in club with single plate offering of curry. Crew are not keen to return to a full service as its extra work. at Biography The son of a Garda sergeant originally from Wexford, Doyle was born and grew up in Youghal, Ireland. He is a graduate of University College Cork and is an associate of the Chartered Institute of Management Accountants. The crew rarely came round to see if there was anything we needed. She was previously Brand and Customer Experience Director at British Airways (2017-2021), Chief Customer Officer at Iberia (2015-2017) and Marketing Director at Iberia (2011-2015). Where have the hot towels gone for pre-departure! BA really needs to up its game if it is jot going to lose its loyal customers. While BA has a chat system its not working half the time and limited on what they can do. Baggage tracing has been talked about for a long time. at Overall, there is no premium feel with BA anymore, no special experience to be felt. Javier is a graduate in Business Studies from Universidad Complutense de Madrid and Technical Aeronautical Engineering from Universidad Politcnica de Madrid, as well as a postgraduate in several programmes from ESADE and Instituto de Empresa (IE) among others. First class was full (8 pax) but they managed to run out of choices by the time they came to the last passenger (unfortunately my wife) and that is with only three choices on the menu (one being vegetarian) utterly unacceptable and certainly NOT First Class BA need to quickly pull socks up, add more choice to both F/C and B/C menus (indeed all classes) and stop penny pinching, especially in premium classes. I asked for a Jack Daniels and ginger ale that wasnt available. Fair enough! What we want and what you (passengers) want both have elements of fantasy about them that just wont happen but there is a lot of common ground and jiggling some of the formats is really all it takes but IFCE cant see that. at Pretty impressi, Room with a view at @jumeirahsaadiyat. 3. Connectingwith key decision-makers? 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. Did you appreciate Seans email? We recently took a 4 hour delayed flight in Club to Nairobi. National carrier! Looking for a particular British Airways employee's phone or email? Im also disappointed with the Club Suite really.storage is not adequate on the 777 anyway! Mums needing stuff for their babies. There was a consistency with both the onboard experience, and the lounge experience which was refreshing, something I miss with BA where it is very hit or miss at the moment. Im retired. Sean first joined British Airways in 1998, where he began his career as a financial analyst. The double points would have taken me to gold and felt like a nice reward. Whereas BA is switching to a new phone system. Seems to me BA are light years away from matching the service and quality of their competitors . Of course they can improve in some areas such as onboard food offerings and doing up the Heathrow lounges but overal they are doing well in what is a highly competitive market especially Europe with low cost airlines . Remember the days when you got a starter and a side salad? I do like to order the food via the app. The turnout of the crew was dreadful sloppily dressed and whist hanging around the airport on arrival with blouses hanging out, cravats askew, an Aeroflot crew walked past them fresh from landing looking well groomed, smartly dressed, with heads held high the contrast was shocking. What that means for many people is a delay in receiving their meal because others who are closer to the front are already wanting 2nd and 3rd drinks. Not enough meals heated up outbound and completely ran out of all meals and drinks glasses by row 10 on the return leg.disgraceful, they knew how many seats theyd sold, its not difficult to work out the food needed. They run the spectrum, from codeshare problems to involuntary downgrades. Its a right faff having to call BA Holidays in London during UK hours if you happen to be outside of the UK and need to do something that only their call centre can deal with. Green Lemon Company, founder of Vialog, fixing fake and broken review systems with video dialogue Sean says they are recruiting more staff but for me, this misses the issue. Also cabin crew, you are attracting a following. at Using vouchers is far from simple and I have had to challenge for two of them because they short changed me. Our award-winning daily newsletters keep you posted on our random acts of consumer advocacy. Get contact details including emails and phone numbers Ok but nothing more. Just look at the starter below which consists of a couple of bits of lettuce, two bits of avocado and half a cherry tomato! Julio has a PhD in Physics from Cologne University in Germany and has an MBA from IESE Business School in Spain. The meal was sub standard pub grub. The one tray option in Club is also grating. Financial Controller Airline Partnerships, Finance Business Partner Strategy & Business Units. When they do they still manage to mess something up. Tomorrow they are filming a Q&A and telling cabin crew what theyre going to do to make BA a better place to work. our ContactOut Chrome extension. free lookups / month. Their smiles and their enthusiasm to get back to doing what they do best, serving you, is very real. This year I plan to maintain that status and have a number of BA flights booked. Please speak up loud and clear. The son of a policeman, Sean Doyle grew up in Youghal, Co Cork. personal & work email addresses, as The Elliott Report is a consumer news site supported by Elliott Advocacy, a nonprofit organization that offers free advice and advocacy for consumers. I realise that Sean cant criticise his own IT folks publicly, but some acknowledgement that the problems are being addressed would be helpful. I still fly with BA 80% of the time, and indeed I am off to the states in a few weeks as well as a regular GLA-LHR every week or two. 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. # Paying for business class seats when status does not allow or your not a BA member IMHO there is no need to increase the cost to cover the price, the price of a business class seat is high enough to cover it, just ridiculous to expect people to pay for a seat when your spending 3,4,5,6 or even 7K for a seat. 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. Id love to support our National Carrier but not until they up their game and become competitive too. When Tom Stevens, in response to a question about Willie Walshs comments about IAG splitting BA off from the group (probably out of context) said that Willie had no insider knowledge of BA or IAG which was a ludicrously stupid thing to say of the man who led BA for years and was instrumental in the formation of IAG. Total agree on ridiculous prices. Can I get my 173,116 Chase Ultimate Rewards points refunded? There is no element of luxury or premium to most of the meals. In spite of all of this, yes it still has to do much better.