Personally I dont care if it comes on a trolley or the back of a donkey as long I dont wait for ages. Ive been dedicated to BA for circa twenty-five years. Overall, there is no premium feel with BA anymore, no special experience to be felt. Why are travel refunds taking so long now? I am loyal to BA currently but as Sean says himself, that patience is being tested. A stater of a few lettuce leaves, cucumber slices and tomato; a main choice of either curry or vegetarian pasta (what if you dont like either?! Check out Elliott Advocacy Today, our free, daily newsletter with links to your favorite commentary, tips and news about consumer advocacy. Did we mention it's free? Heres what to do. 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. The website has more glitches than a really bad sci fi movie. Use this form to log in to your account or to create an account for the British Airways executive club. BA could have the SQ hard and soft product if they wanted to and the financials stacked up but we know they wont do this. He was appointed LEVEL chief executive in September 2019 and was previously chief executive of Iberia Express for six years. This took 1 hour to sort, surely an extremely inefficient method. Chief People, Corporate Affairs and Sustainability Officer. I doubt BA could offer this as first class, let alone business class. Sean still has a lot to do with staff training. What are your thoughts on travelling with BA at the moment? I want BA to be amazing again. Their smiles and their enthusiasm to . BA really needs to up its game if it is jot going to lose its loyal customers. The loyalty has gone completely. Green Lemon Company, founder of Vialog, fixing fake and broken review systems with video dialogue Thanks Millie for the perspective. UK blog on how to travel in luxury for less. They used to have a seniority system which allowed those most experienced to choose which position to work first. 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. Who knows. I cant see them ever being premium again and will only fly with them if their prices arent premium. Airbnb banned me because I used to live in Russia. 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. I could write a book about how poor my experience has been with them on occasions just over the last 12 months. 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. As many say the proof is in the pudding.talking pre Covid BA didnt offer a Premium service the only time I used them was if I could pay via Avios, or if airlines of my choice didnt fly where I wanted to go.. He reportedly earns 3-8 million USD in annual compensation. 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. Sean Doyle (businessman) Sean Doyle is an Irish businessman, and the chairman and CEO of British Airways . 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. What is worrying is that there are enough MBAs in BA who will have carried out substantial analysis before they made these changes and this to me is therefore a DELIBERATE STRATEGY and sadly, I believe Mr Doyle is a snake oil salesman! We booked a BA holiday and the GLA-LGW connecting leg was cancelled 2 weeks before we were due to travel. This contact was published on November 27, 2014 and updated on March 9, 2023. British Airways's CEO, Chairman is Sean Doyle. My number one priority is to address the customer call centre issues many of you have experienced and may still be experiencing. 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 . However, my patience ran out last last year: BA and BA holidays are impossible to contact, generally uninterested and they collectively cancelled or rescheduled over 20 of my flights last year. at Spot on when you say While the majority of the food has tasted OK, it reeks of cheapness. Biography The son of a Garda sergeant originally from Wexford, Doyle was born and grew up in Youghal, Ireland. Consumer Alert: Beware of travel clubs with "VIP" prices, please contact our team at Elliott Advocacy through this form. Other executives include Rebecca Napier, CFO, Executive Director & Board Director; Calum Laming, Chief Customer Officer and 5 others. Up to 5 Nobody answers the phone. In a nutshell BA have hit the bottom and I will now do anything to avoid flying with them. Not rocket science to sort out a call centre. Seriously, I reckon we have saved around 5K just by spending a few days before hand going to Dublin first. Most of that has disappeared now with the highest prices I have seen since I started blogging to the US and Canada in particular. Our award-winning daily newsletters keep you posted on our random acts of consumer advocacy. Mums needing stuff for their babies. Marco has a 25 years experience in the airline industry and has been working throughout Europe in Amsterdam, Zurich, Paris, Rome and Madrid. 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????? I flew with KLM to Munich via AMS in business for a social trip at the end of last year and it just felt different. What an experience. You definitely wont go hungry from the meals I had though if you think you may want a snack take something with you as the Club Kitchen runs out almost immediately they put it out! But we know that not flying has come at a cost not only to aviation and to our business, but to you as our customer. Ive Gold status and like you, Ive stayed loyal and forgiven a lot of bad practice in the name of Covid (including warm white wine in a paper coffee cup travelling first from Barbados). 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). I am feeling very let down and disillusioned by this experience today. Pretty impressi, Room with a view at @jumeirahsaadiyat. There are other options and whilst we remain Gold with BA, I have lost patience with their promises of a return to normality. 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. The key to me at the moment is the onboard service. There is no element of luxury or premium to most of the meals. ???? Where are the after-dinner chocolates now I really cannot believe that by stopping this element BA will somehow repair its balance sheet. The additional points havent materialised so the offer has ended up creating yet more frustration with BA. (business & personal). Last week flew F from LAX to LHR on BA and wouldnt have called it a premium product although the crew were excellent. I am not loyal any longer. The only thing premium about BA at the moment is its prices. 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. We publish the names and emails of customer service managers. The moment Mille, Steven, myself and thousands of others are actually free to interact and offer a modern aerodynamic (pardon the pun) without looking like a circus contortionist then something is wrong. This year I plan to maintain that status and have a number of BA flights booked. CEO Sean Doyle reportedly said in a recorded message to staff in March that passengers were "rightly fed up" with BA's issues, but he added that there were no quick fixes, and likened . Just flew back overnight from Nairobi and can honestly say it was one of the worst BA experiences ever. Being able to add a second leg to a 2-4-1 and get the taxes correctly calculated would save their staff an awful lot of time. Items 2 and 3 are things they have been already doing for a long time. 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. Would anyone fly BA in preference to Qatar even if the price was the same? Id love to support our National Carrier but not until they up their game and become competitive too. Were always here to help. This is always noted on my bookings. BA, get your act together, youre haemorrhaging premium customer by charging premium prices, and youre no way near giving a premium service. Looking for a particular British Airways employee's phone or email? You can book seats for free 7 days beforehand with Bronze status, which isnt hard to achieve Silver can reserve seats at the time of booking. @British_Airways . Cant anything about this for long haul but did a business class recently to Madeira and was pleasantly surprised TBH! at Even if Virgin & BA were on par with my experiences I would still choose Virgin. I havent heard of anyone who received them without either a very long wait or having to chase more than once. 1. 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. Fly from DUB to LHR, the LGW to SJO ? On the subject of drinks, Id like pre-departure drinks back properly instead of the ad-hoc service that seems to happen now. 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. 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. Before joining British Airways Adam spent a year in Australia after graduating from Durham University with a BA in History and Politics. Mr Doyle you and your company are an effing joke. Every aspect of this strategy is to help make your journey more seamless and enjoyable. Sean Doyle's business email address is s****e@britishairways.com What is Sean Doyle's Phone Number? It is about time that if you order a special meal that some choice should be given especially in premium cabins. In spite of all of this, yes it still has to do much better. There is no reason why this Avios service cannot be added to their online system, sadly this is a deliberate rather than an IT issue. Quite often they were nearly double the price of Qatar out of LHR not ex EU. In fact I wrote to them suggesting a new slogan fly British Airways we just dont care To me BA urgently need a real focus on customer service from the top down. #avgeek #luxurytravel #miles #luxuryhotel. at Waste of time. [1] [2] He earned a bachelor's degree from University College Cork (UCC), [1] before going on to train as a management accountant. at has for us been outstanding still. To say the experience of flying business in Emirates is a level above BA would be an understatement. Any airline can have a great hard and soft product- tangible and intangible resources can be COPIED if you have the money as an airline and want to spend it. The Bhukkad Cafe. 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. It actually doesnt involve that much expenditure . (Well, the prices are eye-wateringly premium at least!). You might have seen our new advert, starring the real people of British Airways who are always working to keep you safe. Lynne is a non-executive director of Ofgem, the UK energy regulator. Claire Bentley has been the Managing Director of British Airways Holidays since 2001. . Taxfiler Limited, Chief Executive Officer British Airways Plc, WatersidePO Box 365Harmondsworth, UNITED KINGDOM UB7 0GBhttps://www.britishairways.com, Main: +44 20 8738 5050 Customer Service: (312) 843-5794Toll Free: (800) 247-9297. Fax: +1 212 251 6711. I dont think I have ever seen so many replies to an article on here !! Its Now Official: Qatar Airways Orders 100 Boeing Aircraft, The 777X Freighter Begins & More Confidence for the MAX, Ryanair Narrows Q3 Net Loss, Expects FY22 Loss Within Wider Than Normal Range, Major growth for Saudi region with bulk orders for Boeing 787-9 Dreamliners, UKs newest cargo airline One Air launches with B747 freighter, Virgin Atlantic To Relaunch Shanghai Flights Next Week, Vanessa Hudson to replace Alan Joyce as Qantas CEO. Management Consultant I Board Member I Board Committee Member, Director-Sales Marketing at Vana, Dehradun, India, Performance Engineer | Senior Enterprise Technical Architect | TOGAF 9.2 Certified, HR Business Partner at Wargaming Vialog, VP Marketing and Cloud Cost Strategy at RightScale Michele, I agree that we should be able to do as much as possible online, but, until they fire their current IT crowd and make it a top priority, well still be waiting on hold for two or more hours at a time. I flew with Emirates outbound to Dubai, and inbound with BA. Completely agree re worry about needing to contact and not being able to. Got a flight to Vancouver booked for the summer, paid a big price and theyve just changed the plane from new club suites to old club worldreally annoyed. Check out our guide to booking and troubleshooting an airline ticket. Just to be clear Im not suggesting that everything should be automated instead of the call centre, but for many people theyd rather do stuff online which would free up staff for those that dont want to or have a complex query. and discover candidates outside of LinkedIn, Trusted by 400K users from 76% of Fortune 500 companies, Find anyone, anywherewith ContactOut today. He had a 32kg mountain bike and bag to check in, and subsequently waited, along with others 1 hr to get a boarding card! Its all really been said above. There is no element of luxury or premium to most of the meals. 2.5K for 2. This is not happening just at BA though, there are a lot of other companies using the same excuse and swinging the lead. 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. British Airways CEO Email Address | Sean Doyle Contact You can write to sean.doyle@ba.com or seanl.doyle@ba.com to contact the British Airways's top boss. I was a travel industry executive all of my career and worked with BA over many of those years. A few years I would have blindly booked BA, even if more expensive. at Thankfully we gave them a paper claim to get our case back, even though they said we didnt need to. Total agree on ridiculous prices. And our colleagues are excited. Its the only place they seem to respond. Asian Honda Motor Co., Ltd. # Cost of flights. Recent years have seen my patience and loyalty to BA severly tested. Every time? I have an Itag on my case and could see it was just the other side of the wall about 10 feet from me. More legroom, excellent all round service as always. At least, BA, get the carpet cleaners in there as its disgustingly dirty with stains all over. Perhaps if your followers value the comments as they do the articles we might be able to get the message over that what THEY want is mostly doable but is not what IFCE (cabin crew) management and the product and delivery people THINK they need and want. Trying a different option they are too busy to take the call not even an option to hold. Sarah graduated from Newcastle University with a BA(Hons) in History. This weekend he gave an interview to the Financial Times as well as sending all Executive members an email. Sean Doyle works in the Airlines/Aviation industry. 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. I realise that Sean cant criticise his own IT folks publicly, but some acknowledgement that the problems are being addressed would be helpful. I was once a BA employee back in the 1990s. Over the years I have written to various Customer Experience Directors at BA about short coming in their service in premium cabins. With decent airline obviously. The next step is an email to the MD. The South lounge service was laboriously painful, and the food service station was probably a fair comparison. If this year doesnt go well we will be choosing another airline. Im afraid I have to concur with the current standards. Plus, we have insightful letters, insider tips, and more. He also clearly doesnt understand what the food in club world of the last few years is like, I would best describe it as similar to 1990s package holiday charter flight fare. More articles in front line places like popular travel blogs and sites have a way better chance of driving change than anything Mille or Steven or I could not make clearer to management. Input your search keywords and press Enter. Oddly I didnt get an email and I have been a loyal client for 30 years. Wine was ok but champagne nearly ran out which did not impress my wife. The son of a policeman, Sean Doyle grew up in Youghal, Co Cork. Unbelievable. An airline you can trust and rely on and that offers great customer service, with someone always available to help. over 7K for 2 people. 3. However, now that the UK government has announced the removal of all restrictions on travel it is time for British Airways to once again look to the future and rebuild the airlines image. Our CW flight to MBJ didnt have any premium gin from the outset (Tanqueray was on the menu card). Prior to joining IAG, Julio was Managing Director of NIKI Luftfahrt in Austria, Chief Commercial Officer of Airberlin in Germany and Chief Commercial Officer of Vueling Airlines in Spain holding further senior roles there from 2006. Whereas BA is switching to a new phone system. It will also, On Thursday, Virgin Atlantic announced plans to relaunch services to Shanghai, which will begin next, Qantas Group CEO Alan Joyce will formally step down from the head role when he. The return leg back to GLA left 2 hrs before the inbound flight into LGW arrived. The one tray option in Club is also grating. From travel apps to testing, behind the scenes we have been working tirelessly to make sure that British Airways continues to be the airline you can trust.
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