In relation to your core question, you might perhaps take some comfort from the fact that none other than the CEO is giving his undivided attention to improving the passenger experience at every stage of the travel process, from initial booking to ultimate arrival at destination. Indeed he made that very commitment in a heartfelt email as recently as January - key extracts of which are attached below, for ease of reference.

Oops ….. sorry, my bad ! The email IS dated January ………but January 2022.





“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 ……………

I know that change won’t happen overnight, but this week I have briefed teams across the airline to do all they need to, to tackle the issues we know you’re facing so we don’t let you down. In the meantime, I want to thank you for staying with us. I know your loyalty has been tested and I want to assure you that we don’t ever take it for granted.

I hope that in the coming months you’ll notice a significant move towards a better BA, driven by our people to deliver a better experience for you, our most loyal customers.
All the best,

Sean Doyle
Chairman and CEO, British Airways”


Well that was exactly four years ago.

So …….. perhaps a “work in progress” …………