Dear rossmacd,

I'm writing to thank you for your continued custom in 2017. Your business is incredibly important to us and we don't take it for granted. We have learned some lessons in this past year and where we have fallen short, we have listened and are putting things right.

British Airways is and always will be a premium airline and we are investing £4.5bn over the next 5 years to give you the best flying experience possible. One example of this is our transformation of the dining and bedding in our Club World cabins. This has started on services to and from New York and will roll out across all routes in the coming year. We are also committed to improving your experience on the ground and have opened a series of new lounges including Gatwick and Boston, opened our First Wing at T5 and introduced premium car transfers between terminals at Heathrow.

We know how important it is to you to get away on time and, in the course of last year, we have strengthened our position as the most punctual of the three-big short-haul carriers flying from London. Additionally our baggage performance in 2017 was at its best level for a decade.

We are also committed to giving you choice by offering more low fares than ever before. Additionally this month we will be introducing improved catering in our long-haul World Traveller cabin, and we plan to install at-seat power points in all cabins as well as the best wifi in the sky.

This year, we will be taking delivery of 18 new aircraft, including our first Airbus A320 and A321 'NEOs' with their significantly improved environmental performance.

We will also be operating our biggest-ever route network, with new long-haul services launching to Nashville and the Seychelles. On short-haul, we will be adding the Greek island of Kefalonia to our network - with twice-weekly flights between May and October from Heathrow. Our new summer routes, which also include Figari in Corsica and Almeria, mean we will be flying 39 more routes in 2018 than we did in 2016. And that is without including our new slots at Gatwick. We look forward to choosing which destinations to fly them to, and we will let you know as soon as we can.

So, there is a great deal to look forward to for all of us.

Once again, thank you for your valued custom, we look forward to welcoming you on board soon and I would like to wish you a very Happy New Year.

Kind regards



Alex Cruz
Chairman and CEO