Troy Warfield to leave British Airways
May 12, 2017, 7:45 am
#1
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Troy Warfield to leave British Airways
Well there is a surprise, what a dreadful company BA is!
Troy Warfield, Director Customer Experience, has decided to leave British Airways.
Since joining the airline, Troy has led many customer improvements including the Gatwick and Boston Lounges, First Wing and forthcoming transformation of Club World catering, service and sleep proposition.
The process of finding a successor is now under way and an announcement will be made once an appointment is confirmed.
Troy Warfield, Director Customer Experience, has decided to leave British Airways.
Since joining the airline, Troy has led many customer improvements including the Gatwick and Boston Lounges, First Wing and forthcoming transformation of Club World catering, service and sleep proposition.
The process of finding a successor is now under way and an announcement will be made once an appointment is confirmed.
May 12, 2017, 7:47 am
#2
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I think most people would regard this as bad news for passengers. The exit interview might well be interesting ...
CIHY, is this an internal announcement, or is there yet a public link we can view?
CIHY, is this an internal announcement, or is there yet a public link we can view?
May 12, 2017, 7:55 am
#4
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When BA do "engineering" improvements, like the lounges and first wing, they seem to do it OK.
All the soft stuff, like basic Customer Service and Service recovery seems to be beyond them. (I exclude CC from this criticism).
Basically, who ever is "in charge" of Customer Experience needs to stand up to those who are Cruzifying CS.
For instance, nowadays they are incapable of ordering food on a Consistent basis.
All the soft stuff, like basic Customer Service and Service recovery seems to be beyond them. (I exclude CC from this criticism).
Basically, who ever is "in charge" of Customer Experience needs to stand up to those who are Cruzifying CS.
For instance, nowadays they are incapable of ordering food on a Consistent basis.
May 12, 2017, 7:57 am
#5
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May 12, 2017, 7:59 am
#6
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May 12, 2017, 8:00 am
#7
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That is sad to learn, Troy certainly had vision and was very passionate about the future developments in Club World and the new lounges. A genuinely decent chap. I hope his replacement is equally committed to bringing in genuine improvements to the premium offerings.
May 12, 2017, 8:01 am
#8
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May 12, 2017, 8:02 am
#9
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I think it's bad news for passengers.
At the GGL event I was at I think it was pretty clear there was frustration within him about his ability to actually deliver even if he didn't express it directly.
He's been there 2 years. It's not an unreasonable time if he's moving onto something bigger/better and he can point to recent improvements within his resume.
If he *is* leaving due to frustration, the rest of the BA exec/IAG exec group need to take a look in the mirror as he'll be the second in a row (given he replaced van der Post).
At the GGL event I was at I think it was pretty clear there was frustration within him about his ability to actually deliver even if he didn't express it directly.
He's been there 2 years. It's not an unreasonable time if he's moving onto something bigger/better and he can point to recent improvements within his resume.
If he *is* leaving due to frustration, the rest of the BA exec/IAG exec group need to take a look in the mirror as he'll be the second in a row (given he replaced van der Post).
May 12, 2017, 8:03 am
#10
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I am shocked. He has been there for less than two years IIRC.
Questions were raised about his appointment at the time but this is still a surprise
I last saw him at the Christmas F&M GGL function.
Questions were raised about his appointment at the time but this is still a surprise
I last saw him at the Christmas F&M GGL function.
May 12, 2017, 8:07 am
#11
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A business the size of BA which consistently has a large churn of senior personnel (indeed, any personnel) really ought to be examining why it's happening. Some refreshing is often a good thing in that it brings new ideas and new energy, and indeed can serve to revitalise the longer term staff. However, losing two clearly very capable, well respected, very senior employees within a fairly short time of appointment is more than careless.
It says much about culture and morale within the company, not that that's particularly news to anyone round here.
It says much about culture and morale within the company, not that that's particularly news to anyone round here.
May 12, 2017, 8:10 am
#12
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I was going to reference Frank. We felt it was bad news at the time and didn't overly welcome Troy's appointment (I recall comments about his car hire 'premium experience' etc).
either way, interesting that's he leaving after only 2 years and it'll be even more interesting as to a replacement.....
either way, interesting that's he leaving after only 2 years and it'll be even more interesting as to a replacement.....
May 12, 2017, 8:13 am
#14
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Looking on the bright side he did manage to get the lounges and the first wing launched. Hopefully BA see the value of these and don't try and make enhancements to them.
It does seem that it must be a frustrating role considering Frank vdP didn't last long either.
It does seem that it must be a frustrating role considering Frank vdP didn't last long either.