Bei British Airways will man weiter am Service Level arbeiten …
Der British Airways CEO Sean Doyle hat in einer Email an Statuskunden die Richtung von BA vorgegeben. Nachdem man Jahre gespart hat, will man weiter am Premium-Produkt arbeiten und beliebte Features aus der Covid-19 Krise beibehalten.
- Ausbau des Umbaus der Business Hardware zu Club Suiten
- Service in den Lounges (per online Bestellung)
- Wasser und Snacks in der Economy Europa
- Live Baggage Tracking
Der Brief:
To our loyal customers,
I’m writing to you directly today in the spirit of transparency, which is the ethos we’re striving to promote at British Airways in 2022 as we emerge from the worst crisis in our 102-year history.
We know that for many months now we’ve been asking you to be patient with us. Patient while we bring multiple aircraft back from airfields around the world. Patient while we rebuild our network, retrain and recruit people to serve you better, and patient while we deal with the thousands of customers that need our help.
To be frank, we’ve been moving from one set of restrictions to another and the amount of change we’ve been dealing with over the past couple of years from week to week has been relentless. I’m not seeking to make excuses for things that should have gone better. What I am doing is making a personal commitment to you that we will build a better British Airways. An airline you can trust and rely on and that offers great customer service, with someone always available to help. Most importantly, an airline that you are proud to fly with – an airline that you are proud is your British flag-carrier. For me, 2022 is the year we’re finally able to rebuild and re-energise our airline. After the recent news from the UK Government around the removal of restrictions, it’s time to get Britain moving again.
My number one priority is to address the customer call centre issues many of you have experienced and may still be experiencing. In the face of constantly changing and complicated travel restrictions the length of time it’s taking us to take calls has naturally been longer, which has pushed up our waiting times. 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.
We’ve been working hard to create a more premium experience for you, putting you at our heart and doing it in a way that’s sustainable. Every aspect of this strategy is to help make your journey more seamless and enjoyable. For example, our operations teams are working on a new baggage tracing system, allowing you to track your bag via your phone throughout your journey. We know you’ve enjoyed the table ordering service we began to offer in our lounges during the pandemic, and so we’re continuing with this initiative. You’ve also told us you appreciate the complimentary water and snacks we’ve been offering on short-haul flights in our Euro Traveller cabin, so we’ll be continuing with these too. In addition, we’re 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.“
Quelle: Mitgliederkommunikation
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