Its the only place they seem to respond. How to get through to an operator: press 3 for a representative. at You can still collect your usual hotel loyalty points and perks too. We publish the names and emails of customer service managers. It will also, On Thursday, Virgin Atlantic announced plans to relaunch services to Shanghai, which will begin next, Qantas Group CEO Alan Joyce will formally step down from the head role when he. Another hour on hold to get it corrected and then they still get it wrong. Sean Doyle. If Ive done it how many thousands of others have costing BA millions in lost revenues. She graduated from Fundao Getlio Vargas in Business management. Been looking at booking a few flights and was amazed at how much BA are asking. If you need help with any problem,please contact us through this form. Input your search keywords and press Enter. I doubt BA could offer this as first class, let alone business class. A few years I would have blindly booked BA, even if more expensive. Would anyone fly BA in preference to Qatar even if the price was the same? Earlier in her career she worked at the DuPont company and in private practice at Baker McKenzie. Crew are not keen to return to a full service as its extra work. I could write a book about how poor my experience has been with them on occasions just over the last 12 months. We are flying ATL LHR today in Club (avios upgrade) and it has taken 4 calls and we still think they might have charged us twice for tax. Marco became Chairman and Chief Executive Officer of Vueling in September 2020, after being Chief Commercial Officer of Iberia since 2013, where he was a member of the Board of Directors and played a key role in the transformation process to restore profitability and future sustainability of the Spanish airline. Didnt follow up on it. If all you have is young inexperienced overworked underpaid unmotivated staff that no longer see the job as a career. He started at KLM in 1995 and carried a number of positions in Sales & Marketing, Alliances and M&A. The downgrade from the Cabin Service Director role to a Flight Manager has resulted in no one really in control on a flight in a senior position and the loss of someone giving the personal touch to their frequent fliers. They days of profiteering from their stranglehold on LHR are firmly over, having tried the alternatives, East, West and even intra Europe. The decision to allocate positions in rotating groups and not experience has been commercial suicide. The menus seem to consist of what I would think of pub grub. We flew WTP to Texas last week, main meal was chicken tikka masala with no cheese course. Food awful (although surprisingly nice breakfast coming back from Cape Town last week although had to ask three times for cup of tea and no refill). There was a consistency with both the onboard experience, and the lounge experience which was refreshing, something I miss with BA where it is very hit or miss at the moment. In the email, Mr. Doyle said: My number one priority is to address the customer call center issues many of you have experienced and may still be experiencing. Now we have smiley staff who dont have a clue about premium products and service. Supercharge your prospecting on LinkedIn and across the the web, 10x your recruitment & sales conversations. We booked a BA holiday and the GLA-LGW connecting leg was cancelled 2 weeks before we were due to travel. Sean says he wants to help make your journey more seamless and enjoyable. Forget it Sean are you serious??? I still fly with BA 80% of the time, and indeed I am off to the states in a few weeks as well as a regular GLA-LHR every week or two. Their smiles and their enthusiasm to . BA really needs to up its game if it is jot going to lose its loyal customers. Nobody answers the phone. British Airways CEO Email Address | Sean Doyle Contact You can write to sean.doyle@ba.com or seanl.doyle@ba.com to contact the British Airways's top boss. I really wish Sean Doyle all success in turning around this former wonderful airline after the ravages of the previous management -he worked magic with Aer Lungs and lets hope he and his team does the same for BA I think we are all with him if we can start seeing signs of some consistent improvement both in quality and attitude I wish him well!! @British_Airways . at our ContactOut Chrome extension. The food is definitely an issue and Im pleased to see Sean mention this. This took 1 hour to sort, surely an extremely inefficient method. Not everyone has received it yet so here it is in full: Im writing to you directly today in the spirit of transparency, which is the ethos were striving to promote at British Airways in 2022 as we emerge from the worst crisis in our 102-year history. Location London, GB Work CEO British Airways @ British Airways CEO Aer Lingus @ Aer Lingus Director Fleet Network and Alliances @ British Airways see more Education CIMA ACMA 1994 - 1997 University College Cork Chart, Frequently Asked Questions about Sean Doyle. Most of what I have heard and seen recently is a lot of talk about being a premium airline but not much action except the deadline for fitting the B777 Club Suites by the end of the year. BA, hang your head in shame. I genuinely dont know what is premium about that- I know this sounds a bit first world problems, but when you are buying into something that is claimed to be premium you sort of expect that, dont you? We know youve enjoyed the table ordering service we began to offer in our lounges during the pandemic, and so were continuing with this initiative. Quite often they were nearly double the price of Qatar out of LHR not ex EU. Sean first joined British Airways in 1998, where he began his career as a financial analyst. Sean Doyle works in the Airlines/Aviation industry. The chance just before Christmas to allow online changes show that the IT can be used to ease burden on call centre staff for customers who dont have all the time in the world. A national disgrace! Could be just words though. Prices now are ridiculous and we have therefore decided not to book anything until the product and price improves, even at the cost of losing gold at the end of the year. Strangely though we received emails a day or so ago alerting us to our return flight on the oringinal booking reference! Emails were not answered and I only managed to change the flights by getting through on the chat. For me its all too little too late and Im bored with BA blaming COVID and its effects for a whole raft of shortcomings. Will we get our case back? Just flew back overnight from Nairobi and can honestly say it was one of the worst BA experiences ever. I believe that it will and we can be proud of our National airline again. We hope that as we start to welcome back many of you on board youll see just how much we have missed you all. #avgeek #luxurytravel #miles #luxuryhotel. First class was full (8 pax) but they managed to run out of choices by the time they came to the last passenger (unfortunately my wife) and that is with only three choices on the menu (one being vegetarian) utterly unacceptable and certainly NOT First Class BA need to quickly pull socks up, add more choice to both F/C and B/C menus (indeed all classes) and stop penny pinching, especially in premium classes. Executives do not try to hide from customers but they do not welcome direct customer feedback and often reroute it to an assistant or to an executive customer service department. Copyright 2021 - 2022 AviationSource LTD. All Rights Reserved. In a nutshell BA have hit the bottom and I will now do anything to avoid flying with them. Shambles! Michele, I agree that we should be able to do as much as possible online, but, until they fire their current IT crowd and make it a top priority, well still be waiting on hold for two or more hours at a time. Arrived in Vancouver on Saturday 1 day and 3 hours late .on arrival told passengers luggage had not been loaded . Get contact details including emails and phone numbers While there is no official confirmation, it is likely that we will see the airline roll out the new club at an accelerated level on its long haul fleet first, with the new cabin already deployed on the carriers A350-1000 and Boeing 787-10 aircraft. Virgin still use trolleys and in no way does it detract from the service. These include perks such as upgrades, free breakfast, hotel credit and late checkout. I think Sean Doyle is a decent man but either cant do anything about ditching certain people in cabin crew management or he still thinks he has a team of people capable of doing the job. In spite of all of this, yes it still has to do much better. The Bhukkad Cafe. I had an aneurysm, but British Airways is keeping my money. BA are far away from this level of both offering and service and having just experienced qr yet again on my most recent trip, Im not really looking forward to my forthcoming trip to Dubai via London in WTP/back Club. But the crew were excellent. They could bring back all the pre-pandemic online options, convert all old vouchers that cant be used online into e-vouchers. For our next trip we had paid extra for a club suite seat, its already been downgraded to an old seat.. A fascinating read of comments. As for their phone lines shocking! British Airways Plc, WatersidePO Box 365Harmondsworth, UNITED KINGDOM UB7 0GBhttps://www.britishairways.com, Main: +44 20 8738 5050 Customer Service: (312) 843-5794Toll Free: (800) 247-9297. address is se****[emailprotected], Sean Doyle's business email Sean still has a lot to do with staff training. No choice in what is provided except that it is gluten free. Dont make me fly with them again! We have rightly waited patiently over the past few months to ensure that the heroic efforts of the nation in protecting the NHS and public health have not been in vain. Focus on luggage tracking not high priority issue to fix although having priority luggage treated as priority would be nice. Getting them to that level is another matter. Clearly they were promoting a new seat that many would not experience depending on their route. There is no element of luxury or premium to most of the meals. To get your password contact the press office: press.office@ba.com . From travel apps to testing, behind the scenes we have been working tirelessly to make sure that British Airways continues to be the airline you can trust. Head of Strategy and Business Plan @ British Airways CEO Aer Lingus @ Aer Lingus Area General Manager Americas @ British Airways Finance Director BA World Cargo @ British Airways Financial Controller Airline Partnerships @ British Airways CEO British Airways @ British Airways Director Fleet Network & Alliances @ British Airways Finance Manager @ British Airways Area Finance Manager Asia Pacific @ British Airways Finance Business Partner Strategy & Business Units @ British Airways, Extraversion (E), Intuition (N), Thinking (T), Judging (J), There's 74% chance that Sean Doyle is seeking for new opportunities, Principal Software Testing Consultant at Testhouse Baggage tracing has been talked about for a long time. It has had to deal with the most restrictive and ever changing travel regulations. So we were not expecting much from last nights flight but when we were asked whether we wanted the beef or cheese panini for dinner, we knew BA had sunk to rock bottom! To say the experience of flying business in Emirates is a level above BA would be an understatement. Our outward was also in club with single plate offering of curry. More hot air from the latest ceo to take the helm. On our last Club flight back from Atlanta in November 2021 breakfast was appalling for me! at British Airways is the flag carrier of the United Kingdom and is based in London. She joined the airline in 1992. BA, get your act together, youre haemorrhaging premium customer by charging premium prices, and youre no way near giving a premium service. They just dont have a clue and like many senior managers in most organisations they have lost complete connection to the people using their products. Having just been named CEO of British Airways, the 49-year-old has a huge . I had to stop reading because there is so much. Club Kitchen virtually empty after 20 mins into flight observed. Sean Doyle was appointed as Chief Executive Officer of British Airways with effect from 12 October 2020. I love the First Wing. It is important to note that not all of the issues in regards to how the customers have been treated are the airlines fault. Their club world long haul has for years been poor value and club Europe a disgrace with the same legroom and seat as economy. Asian Honda Motor Co., Ltd. I was once a BA employee back in the 1990s. Being able to add a second leg to a 2-4-1 and get the taxes correctly calculated would save their staff an awful lot of time. She studied law at the College of Law, Chester and holds a Post-Graduate Diploma in EU Competition Law from Kings College, University of London. Our award-winning daily newsletters keep you posted on our random acts of consumer advocacy. Remember the days when you got a starter and a side salad? As has been well publicised the start of BA's busiest travel season since the pandemic has been difficult. Items 2 and 3 are things they have been already doing for a long time. Its certainly you who makes us fly, and we cant wait to welcome you back. well as phone numbers accurately with For me the one aspect missing from this list is the urgent need to retrain their staff. BA has a mountain to climb, Better posting on BAs Facebook page. Javier is a graduate in Business Studies from Universidad Complutense de Madrid and Technical Aeronautical Engineering from Universidad Politcnica de Madrid, as well as a postgraduate in several programmes from ESADE and Instituto de Empresa (IE) among others. Apparently, BA considers that they can charge a premium due to the new club seats and demand. Consumer Alert: Good luck getting those fees back! Sarah graduated from Newcastle University with a BA(Hons) in History. This is always noted on my bookings. National carrier! Even if Virgin & BA were on par with my experiences I would still choose Virgin. I thought the offer of double tier points for BA holiday bookings was a nice gesture, particularly after having several flights cancelled when flights were consolidated. Lets not forget that BA operates in an almost uniquely competitive environment. Adam worked in Operations and Airport Customer Services at BA before moving to Commercial, he was part of the team that started ba.com and held several other key positions including Head of Call Centres, Head of UK Leisure Sales and Head of Revenue Management. Yes, we did both comment that our non direct flight to Nairobi on Qatar in August when we even flew economy on one leg was infinitely better! However with these aircraft now back in the British Airways active fleet for the foreseeable future, we could be witnessing the final draw of light on double-decker aircraft not just for British Airways but also globally with aircraft such as the Boeing 777X and Airbus A350-1000 being the next generation. Just look at the starter below which consists of a couple of bits of lettuce, two bits of avocado and half a cherry tomato! Cant say Im looking forward to the return leg. If there are any positives to come from the past year, one of them is our ability to innovate. Covid excuses no linger wash and some of us like to walk around, choose our own food and serve our own LPGSoh sorry that has been replaced too. I hope that in the coming months youll notice a significant move towards a better BA, driven by our people to deliver a better experience for you, our most loyal customers. Full service food and beverage even through Covid. There have been so many bottoms in the ceo seat in recent years that nobody knows the definition of quality any more. Check out our guide to booking and troubleshooting an airline ticket. As someone who has flown throughout the pandemic (rules permitting) its frustrating to see the decline of BA. Having convinced my friend to fly Club to Tenerife last Sat (hes chasing a quick silver tier) I duly dropped him off early at T5 (and swallowed the 5 drop off levy) to avail himself of the benefits of a premium booking. Spot on when you say While the majority of the food has tasted OK, it reeks of cheapness. He also held positions of Chairman of British Airways Holidays, board member of City Flyer and a board member of Avios Group Ltd. They claim they offer a premium meal in the sky, but to be frank, the Full English still has no bacon, and it is basically scrambled eggs and a few mushrooms. As they say, the proof is literally in the pudding! J us frankly atrocious. 5 days later and endless chats on line and telephone no one can tell me where my luggage is and quite frankly they dont give a damn . They are now too far behind the world leaders to catch up. The only thing premium about BA at the moment is its prices. Almost everyone on the ground with a manager or leader label in their job title has a position to defend and they wont budge on even the plainest facts cabin crew can feed back. booking and troubleshooting an airline ticket, Labor disputes at American Airlines and British Airways put travel plans at risk. These tickets are several thousands of pounds each, and it would be nice if this were reflected in the service as well as the reclining seat. Bio Ritmo Academia, Electrical engineer from NED University of Engineering and Technology. He was appointed LEVEL chief executive in September 2019 and was previously chief executive of Iberia Express for six years. Its been terrible lately and its hard to imagine they will get better quickly. With the Air France -KLM merger Marco moved to Paris in 2004 and held the responsibility first as VP Global Business and then as Commercial Director Europe. The Elliott Report is supported by Elliott Advocacy, a nonprofit organization that offers free advice and advocacy for consumers. has for us been outstanding still. If this year doesnt go well we will be choosing another airline. Having already had a flight last month to Phuket travelling with Qatar airways, it makes me realise just how far behind BA have become as an airline. Eventually I went to find a steward to get it turned off to be told he had just written a report about it as it would not switch off! at If you have a consumer problem,please contact our team at Elliott Advocacy through this form. We all lead busy lives and have better things to do than holding on the phone. Marco has a 25 years experience in the airline industry and has been working throughout Europe in Amsterdam, Zurich, Paris, Rome and Madrid. All this was bad enough but then I tried to get some sleep but the light above my part of the cabin was quite bright. Lynne holds a degree in mathematics, an MBA and an MSc in operational research. In sadness. Sean Doyle works in the Airlines/Aviation industry. All the food would have been returned causing potential wastage. There is so much wrong with how we have to deliver the product there is almost nothing right. One of whom seems to be so flush with cash that it is bidding for a European competitor less than 12 months after being baled out by its government. Ive now got super experienced crew that want to work in Club/First and are now in Traveller and inexperienced crew working in the premium cabins. Management Consultant I Board Member I Board Committee Member, Director-Sales Marketing at Vana, Dehradun, India, Performance Engineer | Senior Enterprise Technical Architect | TOGAF 9.2 Certified, HR Business Partner at Wargaming Oddly I didnt get an email and I have been a loyal client for 30 years. Overall, there is no premium feel with BA anymore, no special experience to be felt. On the subject of drinks, Id like pre-departure drinks back properly instead of the ad-hoc service that seems to happen now. Completely agree re worry about needing to contact and not being able to. I do, however, appreciate his honesty and acknowledgment that things could be better which is rare from a CEO. Every time? About Sean Doyle Green Lemon Company, founder of Vialog, fixing fake and broken review systems with video dialogue Youll also connect with other readers who want to make the world a better place. Over the past few months our teams have been working hard to create a seamless travel experience for you and we have worked in partnership with some of the most advanced technology and healthcare companies in the world to do it. British Airways employs 26,623 employees. And recent experiences have just pushed me to the point where I seriously question why I would ever fly with the airline again.
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