As part of BA’s continuing investment in our Premium customers, BA is introducing the Concorde Team at Heathrow and New York JFK.In 2017, you may remember that we asked you about hospitality a lot – and we also conducted offline work with industry experts to really get into the detail. This research has helped to launch the brand new Concorde team. Thank you very much for giving your examples of great and poor hospitality and what that means to you, as well as how we can differentiate ourselves with great service.

So what actually is the Concorde Team? Previously known as Special Services, the Concorde Team are dedicated to looking after every detail of the airport experience for our most premium customers. We have partnered with the leading British Hotel, The Dorchester, to design a bespoke hospitality training package for the team to deliver a service tailored to our customers' individual needs and preferences. The Concorde Team gives BA a new platform to develop our premium customer proposition and we will continue to build on this over the coming months.