600 problems and a fix ain’t one.
Dec 15, 2023, 1:57 am
#1
Original Poster
Join Date: Jul 2017
Programs: Mucci Chevalier des Internautes Amables; BAEC
Posts: 971
600 problems and a fix ain’t one.
Apologies for the click-bait headline. Story in the Times today suggests Sean Doyle
has been focusing on the job. Whether shareholders will cough up the £7bn or not remains to be seen, but as a very loyal customer I cannot help but feel some hope that the app will be sorted.
British Airways to improve 600 problem areas in £7bn overhaul
https://www.thetimes.co.uk/article/32b85ada-ad51-4832-baac-bbea204056d8?shareToken=d020f2314c352b946acf44dbc7 2dc8e0
has been focusing on the job. Whether shareholders will cough up the £7bn or not remains to be seen, but as a very loyal customer I cannot help but feel some hope that the app will be sorted.
British Airways to improve 600 problem areas in £7bn overhaul
https://www.thetimes.co.uk/article/32b85ada-ad51-4832-baac-bbea204056d8?shareToken=d020f2314c352b946acf44dbc7 2dc8e0
Dec 15, 2023, 2:35 am
#2
Join Date: Dec 2014
Location: London, UK
Programs: BAEC Gold-GGL
Posts: 1,191
That URL doesn't go to an article, just The Times home page.
The correct link is: https://www.thetimes.co.uk/article/b...sses-729dqvxjk
And for those who don't have a subscription to get around the paywall, try this: https://archive.ph/4Uq6E
The correct link is: https://www.thetimes.co.uk/article/b...sses-729dqvxjk
And for those who don't have a subscription to get around the paywall, try this: https://archive.ph/4Uq6E
Dec 15, 2023, 2:44 am
#3
Join Date: Oct 2009
Location: Scotland
Programs: BA Silver, Hilton Diamond, BD Blue (RIP)
Posts: 1,986
It's all good stuff in theory but I'm conscious that some of the stuff that was announced back in early 2022 was never really implemented. Take bag tracking for instance, on AA I can find out when it's loaded into a container, loaded onto the plane and arrives on the carousel. On BA, 18 months after tracking was promised I can see a receipt number and the words 'checked in' even after I've picked the bag up. There's a 50/50 chance that I'll get a push notification when the bag arrives on a carousel at T5.
I have more faith in Sean than most other recent CEOs but 2 years is a long time to spend listening and thinking.
I have more faith in Sean than most other recent CEOs but 2 years is a long time to spend listening and thinking.
Dec 15, 2023, 2:55 am
#4
Join Date: Oct 2012
Location: On the underground
Programs: BMI Dimond club, BA Executive Club
Posts: 462
I've read about banks having to spend $1 billion on their IT but wow $7 billion BA bad.
Bet that Tata contract to outsource IT is looking really good now.
Spend a penny to save a pound but in this case save a penny to spend 7 pounds.
I know shareholders mean everything to a CEO and a board but if any CEOs are here reading this, Don't kick problems down the road for years as your share price won't like it in the long term.
Bet that Tata contract to outsource IT is looking really good now.
Spend a penny to save a pound but in this case save a penny to spend 7 pounds.
I know shareholders mean everything to a CEO and a board but if any CEOs are here reading this, Don't kick problems down the road for years as your share price won't like it in the long term.
Dec 15, 2023, 3:43 am
#7
Join Date: Jun 2015
Location: LHR, LGW
Programs: BAEC
Posts: 3,444
I remember the £6 billion investment touted by Alex Cruz Cutter! Believe when I see it!
200 staff on the BA website/app seems a lot of people!
So T5B is the finished article? I haven’t visited but it doesn’t bode well for great refurbs in T5A. A bit of new furniture and a few repairs. I’m hoping for gutting and starting again with this figure of investment. Let’s see what next year brings.
200 staff on the BA website/app seems a lot of people!
So T5B is the finished article? I haven’t visited but it doesn’t bode well for great refurbs in T5A. A bit of new furniture and a few repairs. I’m hoping for gutting and starting again with this figure of investment. Let’s see what next year brings.
Dec 15, 2023, 3:49 am
#8
Join Date: Apr 2015
Location: US/UK - and elsewhere
Programs: BA Gold
Posts: 2,562
...Take bag tracking for instance, on AA I can find out when it's loaded into a container, loaded onto the plane and arrives on the carousel. On BA, 18 months after tracking was promised I can see a receipt number and the words 'checked in' even after I've picked the bag up.
Dec 15, 2023, 4:07 am
#10
Join Date: Sep 2013
Location: Scotland
Programs: BAEC - Silver | Hilton Honors - Gold
Posts: 299
IT infrastructure is a beast. Even with the best laid plans, these changes can take years. Especially when the technology is way beyond its life span.
I don’t think we will see a complete “wow” moment in terms of a new customer experience on the front end, rather it will be a series of incremental changes on the back end to fix & replace ageing systems that at least should make the customer journey less fraught.
(speaking from my background with no insight in to BA)
I don’t think we will see a complete “wow” moment in terms of a new customer experience on the front end, rather it will be a series of incremental changes on the back end to fix & replace ageing systems that at least should make the customer journey less fraught.
(speaking from my background with no insight in to BA)
Dec 15, 2023, 4:13 am
#11
Join Date: May 2014
Posts: 7,237
For now. Bigger plans are afoot, but - as for everything - will take time to be put in place.
Dec 15, 2023, 4:53 am
#12
Join Date: May 2009
Location: London
Programs: BA Gold, IHG Platinum, HH Diamond, Hertz PC,
Posts: 1,986
Dec 15, 2023, 5:44 am
#13
Join Date: Aug 2019
Location: BER
Programs: OW Sapphire, *A Gold
Posts: 988
These two excerpts from the article really got me cracking:
Nothing says "leader in digital transformation" more than cabin crew using Teams to rebook passengers instead of creating an app allowing passengers to rebook themselves.
“Sean wants BA to lead the way in digital transformation and has a clear plan to realise that ambition,” an airline source said.
The aim is that passengers with problems, such as delays that will see them miss their connection, will be able to speak to crew who, using Microsoft Teams, will be able to talk to staff on the ground and arrange re-booking onto a later flight while in the air.
Dec 15, 2023, 5:45 am
#14
Join Date: Jul 2009
Location: UK
Programs: BA Gold
Posts: 2,422
IT infrastructure is a beast. Even with the best laid plans, these changes can take years. Especially when the technology is way beyond its life span.
I don’t think we will see a complete “wow” moment in terms of a new customer experience on the front end, rather it will be a series of incremental changes on the back end to fix & replace ageing systems that at least should make the customer journey less fraught.
(speaking from my background with no insight in to BA)
I don’t think we will see a complete “wow” moment in terms of a new customer experience on the front end, rather it will be a series of incremental changes on the back end to fix & replace ageing systems that at least should make the customer journey less fraught.
(speaking from my background with no insight in to BA)
“There will also be changes to the on-board passenger experience that are designed to bring the UK flag carrier up the level of rivals, most notably Middle Eastern airlines.“
The rumoured First seat+bed would certainly tick that box but there is a big gap between CW and what you get on Qatar/Emirates. I can’t even imagine how they aim to bridge that in the next 3 years, assuming the ME3 don’t make their own improvements too.
Dec 15, 2023, 6:22 am
#15
Join Date: Nov 2011
Location: London, Babylon-on-Thames
Programs: BAEC Blue (back to Earth)
Posts: 1,508
