British Airways | Fact Sheets at Sean says they are recruiting more staff but for me, this misses the issue. Finally, despite being tagged priority, our bags were some of the last on the carousel at Newcastle. 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. Most of what I have heard and seen recently is a lot of talk about being a premium airline but not much action except the deadline for fitting the B777 Club Suites by the end of the year. Who knows. Matters were made worse, as passengers on earlier departures were kicking off and being brought forward as they were close to flights. Hiking Confidential: Almost live from the hills of Christchurch, New Zealand. Should airlines pay for what they've done to us? We were rebooked onto a GLA-LHR which gave us 2 hrs to transfer from LHR to LGW at our own cost. Have an e voucher and trying to use. Forbes contributor. This meant you normally got the experienced crew in first and club. address is s****[emailprotected]. The chance just before Christmas to allow online changes show that the IT can be used to ease burden on call centre staff for customers who dont have all the time in the world. The club section was 14 rows and full in each direction but both ways there were catering issues. 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. Sean Doyle works in the Airlines/Aviation industry. 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. What is Sean Doyle's role at British Airways? Book through GTC to receive extra perks on your booking at no additional cost. Connectingwith key decision-makers? I had an aneurysm, but British Airways is keeping my money. Its really sad to experience the fall in service standards. Their club world long haul has for years been poor value and club Europe a disgrace with the same legroom and seat as economy. It was explained to me that the staff on the outbound flight had let the customers drink it all. He started at KLM in 1995 and carried a number of positions in Sales & Marketing, Alliances and M&A. our privacy policy and advertising disclosure here. BA, hang your head in shame. All the food would have been returned causing potential wastage. For our next trip we had paid extra for a club suite seat, its already been downgraded to an old seat.. A fascinating read of comments. Now i actively chop and change. Business Lounge table ordering I hope will end post covid soon. Take a look at Emirates new premium economy ! I doubt BA could offer this as first class, let alone business class. My Whirlpool stove is defective again. Youll also connect with other readers who want to make the world a better place. over 7K for 2 people. Not a lot of selection & a few sandwiches & cake for a lighter bite is not good enough. Cairo in BA business is a five hour flight in an economy seat with no inflight entertainment and a small meal. 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. To say the experience of flying business in Emirates is a level above BA would be an understatement. Could be just words though. It actually doesnt involve that much expenditure . UK blog on how to travel in luxury for less. I hope Sean reads these comments personally as it seems that BA has already lost the market. Arrived at Terminal 5 but nobody could be bothered to put our luggage on the carousel. Didnt follow up on it. Last November we flew back from Barbados on a new 777 with Club suites, which were great, let down by the fact that there was no Champagne available. Food awful (although surprisingly nice breakfast coming back from Cape Town last week although had to ask three times for cup of tea and no refill). Sean told the Financial Times Putting the premium proposition into the heart of what we do is going to be key, he told the Financial Times at BAs headquarters near Heathrow. Almost everyone on the ground with a manager or leader label in their job title has a position to defend and they wont budge on even the plainest facts cabin crew can feed back. Sean Doyle was appointed Chief Executive of British Airways in October 2020. SEAN DOYLE, BRITISH AIRWAYS' CHAIRMAN AND CEO . Strangely though we received emails a day or so ago alerting us to our return flight on the oringinal booking reference! at You can still collect your usual hotel loyalty points and perks too. 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. # Call Centres C-19 being used as an excuse Im afraid. FAA allocates university grants to tackle aircraft noise, 110 Ryanair Flights Cancelled Due to France ATC Strikes, Canadian Budget Leaves IATA Disappointed with Future Outlook, Ryanair Flight Suffers Burst Tyre in Dublin Airport. Fair enough! Is this British Airways flight bad enough for you? 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. Using vouchers is far from simple and I have had to challenge for two of them because they short changed me. But the crew were excellent. I havent heard of anyone who received them without either a very long wait or having to chase more than once. They run the spectrum, from codeshare problems to involuntary downgrades. Will we get our case back? Sean Doyle was appointed Chief Executive of British Airways in October 2020. I have read all of the above and would like to offer a counter-balance. Note: If youre having customer service trouble, please use our proven methods for fixing any consumer problem before contacting the company directly. Up to 5 I think someone needs to tell BA that the Middle Eastern mid haul routes are not in Europe so why are they operating them as short haul European services? 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. A good friend has always flown Emirates business and F. We convinced him to fly F to New York with BA. These include perks such as upgrades, free breakfast, hotel credit and late checkout. 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. 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: Been looking at booking a few flights and was amazed at how much BA are asking. When full service comes back, look towards 3 hours to complete it because of the number of new people joining, the ridiculous new system of allocating working positions meaning that people will be working in club who havent been there in months and slow with the product and the fact we have to hand run everything. Ok but nothing more. 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 We recently took a 4 hour delayed flight in Club to Nairobi. My thoughts from our recent Club World experience. It is important to note that not all of the issues in regards to how the customers have been treated are the airlines fault. At least, BA, get the carpet cleaners in there as its disgustingly dirty with stains all over. So we were not expecting much from last nights flight but when we were asked whether we wanted the beef or cheese panini for dinner, we knew BA had sunk to rock bottom! At the start of the year, BA CEO Sean Doyle announced a series of senior management changes to spearhead the airline's recovery from COVID-19. Here are my thoughts on what he addressed: Yes, these are pretty shocking. We know that for many months now weve been asking you to be patient with us. A very focussed course for all. Throughout the pandemic I have changed my Finnair flights solely by the Finnair chat function which has been very useful. We hope that as we start to welcome back many of you on board youll see just how much we have missed you all. Absolutely loved visiting the cities of Charleston, A quick look at my @airfrance flight from Dubai to, New review of @klm latest business class seat only, If you havent been to Oman its time to visit, On the blog today you can read the full preview of, This beautiful hotel is on a natural island in Abu, Todays review is the new Hilton Dubai Palm Jume, Saturdays review will be @flydubai B737MAX from, A quick tour around the beautiful @waldorfastoriar, Absolutely loved my time in Ras Al Khaimah. They have wasted their legacy and headstart from Lord King and Colin Marshall. Verizon Connect, CEO - The Buzz People | Founder - The Bhukkad Cafe | Entrepreneur Marketing Events Retail Branding SMM Nexus Technology S.A.C. 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. BA have totally ruined my trip , lesson learned . I am feeling very let down and disillusioned by this experience today. Mr Doyle clearly doesnt have a grasp of just how infuriating listening to prerecorded messages for 10 hours in an attempt to make a booking using a future travel voucher can be. Would anyone fly BA in preference to Qatar even if the price was the same? Who Is Sean Doyle - British Airways' New CEO - Simple Flying Complete shambles of an organisation. A weak excuse/ apology now is just too little too late BA. Its just not working but the company wont listen . I suspect this is down to staff fatigue, both on the ground and in the air. 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. Of 13 seats in front of J (all full) only 1 passenger had their door (partially) closed. Here dealing with government departments, doctors, businesses of all shapes & sizes, you name it all done using WhatsApp. I sincerely hope his trip back will be better! John Mulligan. Even if there was just a form you filled in for non-urgent enquiries, it would be a start. Marco became Chairman and Chief Executive Officer of Vueling in September 2020, after being Chief Commercial Officer of Iberia since 2013, where he was a member of the Board of Directors and played a key role in the transformation process to restore profitability and future sustainability of the Spanish airline. We publish the names and emails of customer service managers. The mid haul routes operated as Club Europe instead of Club World are unacceptable. She previously held senior roles in British Airways including Managing Director of Gatwick and Director of Strategy. J us frankly atrocious. And at least Ryanair staff are jolly; this lot are generally workshy and totally lacking in interest in their passengers. How long should it suffer? 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. British Airways on Twitter: "Our Chairman & CEO, Sean Doyle, has The website has more glitches than a really bad sci fi movie. 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. We can help. 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. 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! Sarah joined IAG in November 2022 as General Counsel and is responsible for the Groups legal and associated compliance activity. I wish them well, but if I have to spend high to fly them, Id rather choose a competitor where the value for money is better. Mums needing stuff for their babies. Shambles! However with these aircraft now back in the British Airways active fleet for the foreseeable future, we could be witnessing the final draw of light on double-decker aircraft not just for British Airways but also globally with aircraft such as the Boeing 777X and Airbus A350-1000 being the next generation. Crew exhausting serving 60 in club. (business & personal). Fax: +1 212 251 6711. Sean Doyle, Aer Lingus chairman and chief executive, will become the new chief executive of British Airways and take over as chairman after a transition period. Waste of time. In his first public appearance since being named British Airways' new CEO last week, this morning (October 19, 2020) Sean Doyle gave the keynote address at Airlines 2050: Beyond the Crisis, telling the industry that British Airways continues to play a crucial part in connecting Britain with the world and the world with Britain and is doing everything in its power to emerge from this crisis. Green Lemon Company, founder of Vialog, fixing fake and broken review systems with video dialogue 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. 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.. Id also like to see a proper chat function that works properly. Find out about our privacy policy and advertising disclosure here. Just back from a week in the canaries. Crew are not keen to return to a full service as its extra work. 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. Thanks Millie for the perspective. I agree about service times and I dont get BAs obsession with hand running things. The key to me at the moment is the onboard service. Ive just checked flights to BNA in May 6k for 2 return in Club. The email also listed out that the airline had taken the feedback from customers and confirmed that they would be rolling out their club suite on as many aircraft as they can, as quickly as possible. Fernando Candela, LEVEL chief executive, is joining the Group's management committee in a new role of chief transformation officer. ???? 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). Sarah has lived and worked in Switzerland for over 10 years where she worked for Alexion Pharmaceuticals as VP, Legal - International and at Novartis Pharma in a variety of global and international legal roles. We booked a BA holiday and the GLA-LGW connecting leg was cancelled 2 weeks before we were due to travel. The food is definitely an issue and Im pleased to see Sean mention this. I know a stack of former crew who hate, loathe and detest their former employer of twenty years plus because of the way they were treated during the redundancy programme over the past two years. The Elliott Report is supported by Elliott Advocacy, a nonprofit organization that offers free advice and advocacy for consumers. If you have a consumer problem,please contact our team at Elliott Advocacy through this form. Theyll take a while but they do get back to you eventually. Lorem ipsum dolor sit amet consectetur adipisicing elit. In the addition to the Club Suite rollout onto the whole fleet, Sean Doyle mentioned in the email that British Airways would focus on ensuring it can reach an economical and sustainable future. 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. at Anchore, WW Category Director, Capture Solutions at Kodak Alaris, Managing Director, Middle East at FGE These tickets are several thousands of pounds each, and it would be nice if this were reflected in the service as well as the reclining seat. The next step is an email to the MD. I also like the fact that he has actually sent out the communication. 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 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). 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. Its haphazard, inconsistent and erratic. Mille, As an Inflight Manager I totally agree with you with regard to onboard working position allocation. You have the low cost model trying to be sold as premium and failing. BA really needs to invest in online self service / manage my booking functionality allow customers to do more things online at a time that best suits them. I asked for a Jack Daniels and ginger ale that wasnt available. Javier became Chairman and Chief Executive Officer of Iberia in September 2020 having previously been Chairman and Chief Executive Officer of Vueling from April 2016, prior to that he was Strategic Planning and Finance Director of Iberia since 2013, where he was a member of the Board of Directors and played a key role in the Transformation Plan to restore profitability and future sustainability of the Spanish airline. Full service food and beverage even through Covid. Fly from DUB to LHR, the LGW to SJO ? Again its down to poor IT. Breakfast which I didnt hve was chicken omlette or some kind of quiche. Their in flight staff are amazing. The decision to allocate positions in rotating groups and not experience has been commercial suicide. Sean says he wants to help make your journey more seamless and enjoyable. Total agree on ridiculous prices. Just look at the starter below which consists of a couple of bits of lettuce, two bits of avocado and half a cherry tomato! It should have been able to do it automatically. You might have seen our new advert, starring the real people of British Airways who are always working to keep you safe. Prior to this, Sean was Executive Vice President Americas from 2013 to 2015, overseeing BA's commercial business in the United States, Canada and Latin America. Agree completely Michele; he has a huge challenge with repositioning BA to being a credible premium brand. Just got back from Switzerland. We may need to confirm you are who you say you are by asking a couple more questions depending on what you need help with. 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., 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 at the moment, wherever possible.. 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. Even Chocolate bars gone & replaced with Lindt chocolate balls x 6. As of 2023, Sean Doyle's net worth can be between 10-15 million USD. Plus, we have insightful letters, insider tips, and more. Ive had a couple of almost immediate responses to scathing comments recently even giving a point of contact. Every aspect of this strategy is to help make your journey more seamless and enjoyable. On a recent long haul flight, they didnt bother to offer anyone breakfast, including any hot drinks. Thankfully we gave them a paper claim to get our case back, even though they said we didnt need to. BA has a mountain to climb, Better posting on BAs Facebook page. Well, Sean you need to make some changes now! Quite often they were nearly double the price of Qatar out of LHR not ex EU. Every time? Did we mention it's free? Making remote or global hires? Also cabin crew, you are attracting a following. He is a graduate of University College Cork and is an associate of the Chartered Institute of Management Accountants. Cant anything about this for long haul but did a business class recently to Madeira and was pleasantly surprised TBH! British Airways boss Sean Doyle pledged on Friday to rebuild relations with customers and staff and restore the airline's reputation for premium service as the industry recovers from the. I cant see them ever being premium again and will only fly with them if their prices arent premium. 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. She studied law at the College of Law, Chester and holds a Post-Graduate Diploma in EU Competition Law from Kings College, University of London. Its a pity that Sean has to undo all of the work that high viz Alex Cruz did to destroy BA by turning them into RyanAir. About Sean Doyle He served as non-exec Board member at Topbonus Ltd, AB Holidays and IZair and started his career at Boston Consulting Group (BCG). Bright and energetic C-suite assistant, fully focussed on providing support and solutions of the very highest standard. This is not happening just at BA though, there are a lot of other companies using the same excuse and swinging the lead. This weekend he gave an interview to the Financial Times as well as sending all Executive members an email. There is also the catering question I am just off a return Club Europe flight from Malaga, and on both sectors, theyd run out of TWO meal options by row 7, and that isnt the first time I have seen that. They told us to wait while this was corrected which took weeks, assured us our boooking was secure, yet when they finally escalated and sorted the issue, we found our booking had gone and to reinstate cost us an additional 360 which despite it being 100% BAs fault they point blank refused to accept any responsibility. Our award-winning daily newsletters keep you posted on our random acts of consumer advocacy. Aviation StraightTalk Live with British Airways CEO, Sean Doyle This we have been doing for at least the last 10 years. Let us know your thoughts in the comments below. Virgin still use trolleys and in no way does it detract from the service. I know your loyalty has been tested and I want to assure you that we dont ever take it for granted. Eversource Gas says I have a leak. As they say, the proof is literally in the pudding! Do I have to pay this service bill? Now they have done away with that system so its a free for all. Bio Ritmo Academia, Electrical engineer from NED University of Engineering and Technology. To be frank, weve been moving from one set of restrictions to another and the amount of change weve been dealing with over the past couple of years from week to week has been relentless. Now, I only fly BA because of the 241- I have nine of them to use and Im too tight to pay for premium cabins with anyone else- but really, Im starting to get nervous about my next BA trip. Mr Doyle you and your company are an effing joke. Put it simply dont charge for premium if you cant delivery premium. I had to stop reading because there is so much. at Sean Doyle - CEO British Airways - British Airways | LinkedIn [1] [2] He earned a bachelor's degree from University College Cork (UCC), [1] before going on to train as a management accountant. However, totally agree about the wine selection being spot on! well as phone numbers accurately with They could bring back all the pre-pandemic online options, convert all old vouchers that cant be used online into e-vouchers. Disagree that everything should be automated. Website for British Airways Executive Club, All directors of British Airways Holidays Limited, Website for British Airways Holidays Limited, British Airways (European Operations At Gatwick) Limited, Website for British Airways Lost Baggage Tracing, British Airways Welfare And Benevolent Fund Financial Information, All directors of British Airways Associated Companies Limited, All directors of British Airways Iberia Limited, British Airways Pension Investment Management Ltd, All directors of British Airways Maintenance Cardiff Limited, Website for British Airways Maintenance Cardiff Limited, All directors of British Airways 777 Leasing Limited, Website for British Airways 777 Leasing Limited, All directors of British Airways Pension Trustees Limited, Website for British Airways Pension Trustees Limited, British Airways Financial Services Limited, All directors of British Airways Financial Services Limited, British Airways Interior Engineering Limited, All directors of British Airways Interior Engineering Limited, Website for British Airways Interior Engineering Limited, British Airways Pension Aps Nominees Limited, All directors of British Airways Pension Aps Nominees Limited, Website for British Airways Pension Aps Nominees Limited, British Airways Engineering Services Limited, All directors of British Airways Engineering Services Limited, British Airways 25 Year Club Benevolent Fund Financial Information, British Airways Pension Trustee (no. Getting them to that level is another matter. For me its all too little too late and Im bored with BA blaming COVID and its effects for a whole raft of shortcomings. Not everyone has received it yet so here it is in full: Im writing to you directly today in the spirit of transparency, which is the ethos were striving to promote at British Airways in 2022 as we emerge from the worst crisis in our 102-year history. Yes the double tier points offer has been a bit of a disaster. All in all, please insert some slickness and indeed pride back into your cabin service these crews are lucky to be still employed by what used to be a world-beating brand and defintely address the quality and section of the product BA is already been well-overtaken by many other carriers to claim the epithet of The Worlds Favourite carrier (notably Qatar Airways, Air France, Singapore Airlines to name but two) and we do not want to see UKs supposed National Carrier being seen as slowly descending to that of a budget carrier (and certainly not at the high fares they are charging!). Choices of food and wine run out before they get to you. Lorem ipsum dolor sit, amet consectetur adipisicing elit. We know change starts from within. What an experience. I do, however, appreciate his honesty and acknowledgment that things could be better which is rare from a CEO. They used to have a seniority system which allowed those most experienced to choose which position to work first. 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! What a joke! # Cost of flights. Were always here to help. British Airways CEO Sean Doyle shakes up executive team amid struggles Vialog, VP Marketing and Cloud Cost Strategy at RightScale Bloody National joke and National embarrassment. I have an Itag on my case and could see it was just the other side of the wall about 10 feet from me. There have been so many bottoms in the ceo seat in recent years that nobody knows the definition of quality any more. Its a nice to have for me as I think there are more pressing issues. Trying a different option they are too busy to take the call not even an option to hold. More hot air from the latest ceo to take the helm.
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