British Airways unveils £7bn transformation plan

A new website and mobile app, new seats and free onboard messaging – Just some of the initiatives unveiled by British airways

British Airways has announced an array of new initiatives to transform the airline, unveiling a £7bn transformation plan at its first ‘In the Skies’ showcase event in London.

Chairman and CEO Sean Doyle outlined his modernisation plan, committing to delivering a world class customer experience, modernising IT, growing pride among colleagues and focusing on sustainability, as well as driving on-time performance.

Sean Doyle, British Airways’ Chairman and CEO, 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 £7bn 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 website and app and are laser-focused on transforming our business and fixing any pain points for our customers.”

A new website, mobile app, free onboard messaging, new short-haul seats and a new First suite are among the airline’s latest plans

As part of its investment programme, British Airways has confirmed plans to overhaul its digital user experience with a new website and mobile app offering deeper personalisation.

With more customers looking to remain connected with the world from their seats, from April 3, British Airways Executive Club Members will start to be able to send messages free of charge on a single device using the airline’s WiFi – whatever cabin they’re travelling in.

The airline is investing £100m in machine learning, automation and AI across its operation, driving improvements from bookings to baggage handling and helping to revolutionise its operation, speed up departures and respond to disruption. Innovative new tools are helping to predict delays (prompting pre-emptive action to reduce disruption) and analyse real-time weather, aircraft capacity and customer connections data to help teams make better decisions.

The airline is also investing in a new lounge space in Dubai, as well as the previously announced refreshes for Lagos, Seattle, Heathrow and Edinburgh

The airline has announced that it is set to open another brand-new lounge, this time in Dubai, which is relocating to a new larger space at Dubai Airport later this year. This lounge will be the first to feature British Airways’ new lounge design concept, followed by the opening of its Miami lounge in 2025.

New short-haul seats and cabin interiors

New short-haul seats and cabin interiors will feature on the next generation of British Airways’ Airbus A320neo and A321neos, with eight aircraft set to arrive from May this year.

As the only European carrier to offer First Class between the UK and US, British Airways is to introduce a brand-new and exclusive First suite.