June 25, 2024

British Airways builds back better

British Airways is rebuilding its onboard dining experience to more closely reflect that offered pre-pandemic. Club Europe passengers can expect a more premium service and new more varied menus, and changes are afoot for the long-haul catering proposition.

On the ground, the introduction of new plant-based menus, including a burger, is being rolled out in the carrier’s Heathrow and US lounges where customers will still be able to order food to table, using their mobile device, an initiative introduced successfully during the pandemic and being retained. New water stations have been added to cut single-use plastics and only glass water bottles will be used in lounges.

From automated lounge entry to new digital signage across the airport, the airline is focused on making the customer journey more seamless and stress-free.  A new baggage tracing system, allows customers to track their bag via their phone throughout their journey.

Tom Stevens, British Airways’ director of brand and customer experience, said: “We’re committed to ensuring we deliver a premium proposition for our customers throughout their journey with us and when we do so, we need to ensure that sustainability is at the heart of it.

“We want to create an even better British Airways and know that we need to keep making changes to the customer experience with things like alternative menus, reducing plastics and introducing new technology to get us to where we want to be. In addition to these improvements, we are also moving ahead at speed with some of the larger initiatives that we promised to our customers, such as the roll out of our award-winning business class seat, Club Suite.”

At check in there will be dedicated desks for World Traveller Plus customers, and children will be offered a reimagined Skyflyers programme.