Thursday, July 7, 2022

British Airways make new customer enhancements in its lounges

British Airways is making improvements to its customer experience and reinforcing its commitment to put sustainability at the heart of its customer journey.  The airline is introducing new plant-based menus across its lounges, removing single-use plastic bottles, installing water stations and offering colleagues training in sustainability

The new changes will be part of the airline’s commitment to create a more premium experience for its customers.

The airline has worked with its expert catering providers to introduce new plant-based menus, including a burger. The new menus will initially roll out across the airline’s Heathrow lounges, before appearing on its US lounge menus.

As part of its commitment to sustainability, across the airline’s Heathrow lounges customers will also notice new water stations. Work also continues to remove single-use plastic across the airline, and all plastic water bottles in Heathrow lounges are being replaced with glass, which will be rolled out across the airline’s UK lounges over the next month. Customers in lounges can also continue to order food using their mobile device directly to their table, an initiative introduced by British Airways during the Covid pandemic which it has decided to keep.

From next month the airline is set to move to the next phase of its dining experience; a service more akin to one that customers would have experienced pre-pandemic. Customers traveling in the airline’s Club Europe cabin can expect a more premium service with new delicious menus with more options as it welcomes back its customers. The airline is also working on the next phase of its long-haul catering proposition, with exciting changes afoot.

Elsewhere, British Airways will continue to explore how technology can enhance the customer journey. The airline will be introducing a new baggage tracing system, allowing customers to track their bag via their phone throughout their journey. From automated lounge entry to new digital signage across the airport, British Airways is focused on making the customer journey even more seamless and stress-free.

Customers can also expect a few changes at check in with dedicated desks for World Traveller Plus customers and a reimagined Skyflyers programme for children travelling with the airline.

Tom Stevens, British Airways’ Director of Brand and Customer Experience, said: “We’re committed to ensuring we deliver a premium proposition for our customers throughout their journey with us and when we do so, we need to ensure that sustainability is at the heart of it.

“We want to create an even better British Airways and know that we need to keep making changes to the customer experience with things like alternative menus, reducing plastics and introducing new technology to get us to where we want to be. In addition to these improvements, we are also moving ahead at speed with some of the larger initiatives that we promised to our customers, such as the roll out of our award-winning business class seat, Club Suite.”

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