CEO Sean Doyle reportedly said in a recorded message to staff in March that passengers were "rightly fed up" with BA's issues, but he added that there were no quick fixes, and likened . BA could have the SQ hard and soft product if they wanted to and the financials stacked up but we know they wont do this. See the full leadership team at Craft. #avgeek #luxurytravel #miles #luxuryhotel. # Call Centres C-19 being used as an excuse Im afraid. While British Airways are indeed the ones making the decisions on how to manage their call centers and customer support lines, constantly changing rules and at times a lack of clear direction for the UK Government on what their rules and restrictions would be on COVID-19 over the last 2 years. Copyright 2021 - 2022 AviationSource LTD. All Rights Reserved. 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 . Experience British Airways 18 years 10 months Assistant to the Chairman &. (function($) {window.fnames = new Array(); window.ftypes = new Array();fnames[0]='EMAIL';ftypes[0]='email';fnames[1]='FNAME';ftypes[1]='text';fnames[2]='LNAME';ftypes[2]='text';}(jQuery));var $mcj = jQuery.noConflict(true); You can read how we look after your data here. 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! Having joined in 1992 on the BA Graduate scheme. See destinations by lowest price per month from London. CEO British airways email address - theDIBB I had an aneurysm, but British Airways is keeping my money. 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. Over the last few months I have moved from Tokyo to Cairo. I agree about service times and I dont get BAs obsession with hand running things. ), and a no-choice dessert that was a bit like something you would serve at a kids party. Like others, Ive heard fine words from BA before while they have continued to cut and offer a business class product that on long haul is 20+ years out of date and on short haul has been diminished to less than economy was ten years ago. Please speak up loud and clear. 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. I flew BA long-haul yesterday and was taken ill. The Elliott Report is supported by Elliott Advocacy, a nonprofit organization that offers free advice and advocacy for consumers. the focus now for the vast majority of people is price and BA provide many benefits for those who pay and want them and less for those who dont people have the choice . I could never understand why on my flights with Singapore, Emirates and even United, food wasnt burned, seats worked and IFE usually worked well. Head - System Planning and Development (APAC) at Asian Honda Motor Co., Ltd. What that means for many people is a delay in receiving their meal because others who are closer to the front are already wanting 2nd and 3rd drinks. Making remote or global hires? Just look at the starter below which consists of a couple of bits of lettuce, two bits of avocado and half a cherry tomato! Sean Doyle is Head of Strategy and Business Plan, Sean Doyle's personal email Ive been dedicated to BA for circa twenty-five years. at He did some good stuff at Aer Lingus and I had high hopes for him, but sadly little seems to have changed. BA charge an outrageous amount to reserve a seat and when youre paying thousands I do not expect that, another reason for choosing a different airline, Ive changed my seats on Virgin flight 3 times, all were free as it should be. One poor family had 7 pieces of luggage. We get a lot of complaints about British Airways. at There was no menu and I was just shown a scrappy photocopy paper of the panini which when it came was pretty disgusting processed cheese on dry bread with a slice of tomato accompanied by a packet of crisps and some none descript chocolate desert. By using ba.com you agree to the use of cookies. The turnout of the crew was dreadful sloppily dressed and whist hanging around the airport on arrival with blouses hanging out, cravats askew, an Aeroflot crew walked past them fresh from landing looking well groomed, smartly dressed, with heads held high the contrast was shocking. Our outward was also in club with single plate offering of curry. Is this British Airways flight bad enough for you? Please dont say it is Covid related?! British Airways CEO, Sean Doyle, in Keynote Speech - YouTube J us frankly atrocious. Our teams across the airline have been through a lot, and I am looking at what we need to do to recognise and reward the people we know make a difference to your journey, and ensure they have everything they need to feel empowered to do the right thing by you every single day. Lorem ipsum dolor sit, amet consectetur adipisicing elit. Most of that has disappeared now with the highest prices I have seen since I started blogging to the US and Canada in particular. It got worse at the gate, when having invited group 1 and Club to board. Can I get my 173,116 Chase Ultimate Rewards points refunded? Living in South East Asia for the last two years, being forced to phone you or use Twitter feels so backwards. When we can we travel twice a year to Atlanta we fly either Club or First. (Well, the prices are eye-wateringly premium at least!). BA needs a thorough overhaul in its management I would suggest outsourcing its leadership and breaking out of IAG with its cranky ideas of quality. Their smiles and their enthusiasm to get back to doing what they do best, serving you, is very real. Here dealing with government departments, doctors, businesses of all shapes & sizes, you name it all done using WhatsApp. Emails were not answered and I only managed to change the flights by getting through on the chat. Wargaming, Manager of Community Relations Vizor Games, Enjoy unlimited access We were rebooked onto a GLA-LHR which gave us 2 hrs to transfer from LHR to LGW at our own cost. Ive just checked flights to BNA in May 6k for 2 return in Club. Sean Doyle. Just flown to St Lucia in J 2 days ago and food offering was pretty atrocious. What a joke! I was a travel industry executive all of my career and worked with BA over many of those years. To say the experience of flying business in Emirates is a level above BA would be an understatement. We know change starts from within. The same meal both ways. The website has more glitches than a really bad sci fi movie. Marco has a 25 years experience in the airline industry and has been working throughout Europe in Amsterdam, Zurich, Paris, Rome and Madrid. Ive had a couple of almost immediate responses to scathing comments recently even giving a point of contact. As of 2023, Sean Doyle's net worth can be between 10-15 million USD. Sean Doyle - CEO British Airways - British Airways | LinkedIn Before the pandemic, I used to forgive BA for not having the greatest business or first class compared to other airlines because you could get decent deals in sales or booking far ahead. Crew exhausting serving 60 in club. Check out Elliott Advocacy Today, our free, daily newsletter with links to your favorite commentary, tips and news about consumer advocacy. Thats not good. Mille, As an Inflight Manager I totally agree with you with regard to onboard working position allocation. Club Kitchen virtually empty after 20 mins into flight observed. What should they improve? at Sean Doyle (businessman) Sean Doyle is an Irish businessman, and the chairman and CEO of British Airways . British Airways | SEAN DOYLE CALLS FOR THE URGENT INTRODUCTION OF PRE Only went via there because I couldnt do what I needed to do online, didnt have the time to repeatedly call, be cut off or sit on hold for hours this, combined, is something Sean ought to be really investing in to fixing frankly, their book with confidence policy is actually the opposite for me I worry what happens when something actually goes wrong, and you have very few means to communicate with them rapidly. Other executives include Rebecca Napier, CFO, Executive Director & Board Director; Calum Laming, Chief Customer Officer and 5 others. Time and time again we are of the view that BA just dont care. Ive now got another tier point error to clear up and Im not looking forward to another hour of lift music. Find out about our privacy policy and advertising disclosure here. I had to stop reading because there is so much. At the start of the year, BA CEO Sean Doyle announced a series of senior management changes to spearhead the airline's recovery from COVID-19. Would anyone fly BA in preference to Qatar even if the price was the same? Up to 5 British Airways abbreviated my vacation what am I owed? Sean Doyle's personal email address is se****e@gmail.com What is Sean Doyle's business email address? BA have totally ruined my trip , lesson learned . The biggest issue for me is the service from the staff. Brand Manager at Olympic Industries Limited, IT infrastructure and SRE coordinator / Project Manager at Bio Ritmo / Smart Fit Group | Scrum | Kanban | KPI | Lean | Process BPMN 2.0 | People | Leadership | Agile | OKR | Management 3.0 | DevOps | In addition, were working hard to improve the quality of the meals and choices we serve across all cabins and rolling out our Club Suite on as many aircraft as we can, as quickly as we can. Having just been named CEO of British Airways, the 49-year-old has a huge . Please keep up this option. Nobody answers the phone. Mainly becasue it culd be great and it could be bad or it will more likley ust be indifferent and nothing to truly enjoy and be thrilled by. Sean Doyle, British Airways' Chairman and Ceo On the subject of drinks, Id like pre-departure drinks back properly instead of the ad-hoc service that seems to happen now. Sean first joined British Airways in 1998, where he began his career as a financial analyst. Supercharge your prospecting on LinkedIn and across the the web, 10x your recruitment & sales conversations. Staff advised everyone to do it online. The company took my money! 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. Waste of time. LONDON Yesterday, British Airways CEO Sean Doyle signed and wrote an email to all BA customers promising them a better airline in the new post-COVID-19 era. We booked a BA holiday and the GLA-LGW connecting leg was cancelled 2 weeks before we were due to travel. There will always be critics whatever the airline tries to do. Tomorrow they are filming a Q&A and telling cabin crew what theyre going to do to make BA a better place to work. Input your search keywords and press Enter. Vialog, VP Marketing and Cloud Cost Strategy at RightScale 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? I know that change wont happen overnight, but this week I have briefed teams across the airline to do all they need to, to tackle the issues we know youre facing so we dont let you down. The one area that I think they are doing well in is the wine and drinks in Club Europe and First. [1] [2] He earned a bachelor's degree from University College Cork (UCC), [1] before going on to train as a management accountant. In his first public appearance since being named British Airways' new CEO last week, this morning (October 19, 2020) Sean Doyle gave the keynote address at Airlines 2050: Beyond the Crisis, telling the industry that British Airways continues to play a crucial part in connecting Britain with the world and the world with Britain and is doing everything in its power to emerge from this crisis. We wait and see if his message delivers. We have numerous flights booked, lots of them in Club World. BA, get your act together, youre haemorrhaging premium customer by charging premium prices, and youre no way near giving a premium service. This weekend he gave an interview to the Financial Times as well as sending all Executive members an email. Its the only place they seem to respond. The Covid hiatus, with many planes taken out of service, presented the airline with an unprecedented chance to catch up and speed up the introduction of Club Suites across all the remaining planes. Business Lounge table ordering I hope will end post covid soon. In fact I wrote to them suggesting a new slogan fly British Airways we just dont care To me BA urgently need a real focus on customer service from the top down. He may have a generous Irish heart but his company finally became a lost cause when they disastrously employed a bonus chasing Spanish discount airline CEO who only knew how to cut and not invest. This has happened for years and when I finally got so frustrated that I contacted BA about it, I hit the usual operational demands excuse. Who Is Sean Doyle - British Airways' New CEO - Simple Flying If you need help with any problem,please contact us through this form. Before joining the Group she held different positions in Yell, Telefnica Group and Imperial Chemical Industries. Be Sure To Check out our 24 Live blog for Live and accurate Coverage of the Airshow! I suspect this is down to staff fatigue, both on the ground and in the air. There is no element of luxury or premium to most of the meals. The British Airways management team includes Sean Doyle (CEO British Airways), Mark Loch (Chief Product Officer), and Rebecca Napier (Executive Director Board of Directors) . Dont even ask about the lounge! You can book seats for free 7 days beforehand with Bronze status, which isnt hard to achieve Silver can reserve seats at the time of booking. All the food would have been returned causing potential wastage. They gave me effective medication and kept checking on me afterwards. Here's what can you do to speed things up, The memberships are costly and have no value, proven methods for fixing any consumer problem. As I used Avios its not a new booking and having waited 60 mins they couldnt transfer me to right area. British Airways Management Team | Org Chart - RocketReach We all lead busy lives and have better things to do than holding on the phone. Their in flight staff are amazing. 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. 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! As for the Contact Centres/Twitter/Facebook Messenger it is an absolute disaster I have a message from a query that says Im connecting you with an agent who can assist, please note it may take longer than usual as we are busy this was on the 17th January, and yep, you guessed it. Not rocket science to sort out a call centre. As for their phone lines shocking! BA staff just couldnt be bothered and couldnt have been less helpful if they tried. Richard Quest talks with British Airways CEO Sean Doyle 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. I love the First Wing. Sarah joined IAG in November 2022 as General Counsel and is responsible for the Groups legal and associated compliance activity. 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 Now we have smiley staff who dont have a clue about premium products and service. BA is not and is unlikely to be a premium airline again its not the same as it was 10 years ago. Assistant to the Chairman & CEO (Sean Doyle) - LinkedIn Penny pinching at Club level is not good. # Food. Its Now Official: Qatar Airways Orders 100 Boeing Aircraft, The 777X Freighter Begins & More Confidence for the MAX, Ryanair Narrows Q3 Net Loss, Expects FY22 Loss Within Wider Than Normal Range, Major growth for Saudi region with bulk orders for Boeing 787-9 Dreamliners, UKs newest cargo airline One Air launches with B747 freighter, Virgin Atlantic To Relaunch Shanghai Flights Next Week, Vanessa Hudson to replace Alan Joyce as Qantas CEO. Its been way too long since I was in a position that I wanted to issue one of those Golden tickets to staff. Who knows. It has received nothing like the level of financial and non financial Covid support of any other airline in Europe. However, now that the UK government has announced the removal of all restrictions on travel it is time for British Airways to once again look to the future and rebuild the airlines image. Im afraid I have to concur with the current standards. Cant anything about this for long haul but did a business class recently to Madeira and was pleasantly surprised TBH! and discover candidates outside of LinkedIn, Trusted by 400K users from 76% of Fortune 500 companies, Find anyone, anywherewith ContactOut today. 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. Building a Better British Airways, CEOs Email to Customers Arrived at Terminal 5 but nobody could be bothered to put our luggage on the carousel. If all you have is young inexperienced overworked underpaid unmotivated staff that no longer see the job as a career. Mixed fleet crew were above average for mixed fleet apart from one surly old woman who clearly wanted to be anywhere but at work!! Ive used the opportunity to do the bare-minimum to keep Gold and decided to build status across other Airlines / alliances instead. There is no reason why this Avios service cannot be added to their online system, sadly this is a deliberate rather than an IT issue. We publish the names and emails of customer service managers. Claire Bentley has been the Managing Director of British Airways Holidays since 2001. . Looking for a particular British Airways employee's phone or email? 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. Wine was ok but champagne nearly ran out which did not impress my wife. The death spiral reached the point of no return when they closed UK based IT departments and outsourced to India with price the only criteria, not experience, competence or management.And when you review the voluntary redundancy programmes they set up to cut even more costs you can trace the loss of experience and even customer focussed wisdom to the second rate airline now trying to please its IAG shareholders and protect senior staff bonuses and not us its less and less captive customers. They could bring back all the pre-pandemic online options, convert all old vouchers that cant be used online into e-vouchers. They days of profiteering from their stranglehold on LHR are firmly over, having tried the alternatives, East, West and even intra Europe. Forbes contributor. She previously held senior roles in British Airways including Managing Director of Gatwick and Director of Strategy. I was lucky enough to be very well looked after by all major carriers and we all know the BA product falls short in many areas. I am not loyal any longer. I havent heard of anyone who received them without either a very long wait or having to chase more than once. An airline you can trust and rely on and that offers great customer service, with someone always available to help. Priority bags out last both outbound and return, one tray service of mediocre economy food and a lack of proactive cabin service. Sean Doyle Sets Out His Vision For BA "A Royal Departure" Desert Island Discs Also of interest this week: News from London Air Travel you may have missed: But its complicated. But the crew were excellent. It should have been able to do it automatically. 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. I am cabin crew, A lot of people have told me they like the one tray service in Club World because it keeps the length of the service to a realistic time frame. However, the north lounge in T5 badly needs an upgrade. Will we get our case back? Before joining British Airways Adam spent a year in Australia after graduating from Durham University with a BA in History and Politics. This is always noted on my bookings. All in all, please insert some slickness and indeed pride back into your cabin service these crews are lucky to be still employed by what used to be a world-beating brand and defintely address the quality and section of the product BA is already been well-overtaken by many other carriers to claim the epithet of The Worlds Favourite carrier (notably Qatar Airways, Air France, Singapore Airlines to name but two) and we do not want to see UKs supposed National Carrier being seen as slowly descending to that of a budget carrier (and certainly not at the high fares they are charging!). 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. She was previously Brand and Customer Experience Director at British Airways (2017-2021), Chief Customer Officer at Iberia (2015-2017) and Marketing Director at Iberia (2011-2015). Chief People, Corporate Affairs and Sustainability Officer. Over the years I have written to various Customer Experience Directors at BA about short coming in their service in premium cabins. The crew rarely came round to see if there was anything we needed. No credit card required. In the face of constantly changing and complicated travel restrictions the length of time, its taking us to take calls has naturally been longer, which has pushed up our waiting times., We are mid-way through replacing our phone systems to create a better customer experience and are also already recruiting more people to ensure your calls are answered, social media messages are responded to and problems are solved at the moment, wherever possible.. And recent experiences have just pushed me to the point where I seriously question why I would ever fly with the airline again. The decision to allocate positions in rotating groups and not experience has been commercial suicide. Website for British Airways Executive Club, All directors of British Airways Holidays Limited, Website for British Airways Holidays Limited, British Airways (European Operations At Gatwick) Limited, Website for British Airways Lost Baggage Tracing, British Airways Welfare And Benevolent Fund Financial Information, All directors of British Airways Associated Companies Limited, All directors of British Airways Iberia Limited, British Airways Pension Investment Management Ltd, All directors of British Airways Maintenance Cardiff Limited, Website for British Airways Maintenance Cardiff Limited, All directors of British Airways 777 Leasing Limited, Website for British Airways 777 Leasing Limited, All directors of British Airways Pension Trustees Limited, Website for British Airways Pension Trustees Limited, British Airways Financial Services Limited, All directors of British Airways Financial Services Limited, British Airways Interior Engineering Limited, All directors of British Airways Interior Engineering Limited, Website for British Airways Interior Engineering Limited, British Airways Pension Aps Nominees Limited, All directors of British Airways Pension Aps Nominees Limited, Website for British Airways Pension Aps Nominees Limited, British Airways Engineering Services Limited, All directors of British Airways Engineering Services Limited, British Airways 25 Year Club Benevolent Fund Financial Information, British Airways Pension Trustee (no. And so do my family. Pre departure drinks are not ad hoc, we have been doing them for several months already. Thread Tools Search this Thread Display Modes Previous Thread | Next Thread Forum Jump Id like them to go even further and automate even further if possible! Verizon Connect, CEO - The Buzz People | Founder - The Bhukkad Cafe | Entrepreneur Marketing Events Retail Branding SMM Just to be clear Im not suggesting that everything should be automated instead of the call centre, but for many people theyd rather do stuff online which would free up staff for those that dont want to or have a complex query. Taxfiler Limited, Chief Executive Officer Got a flight to Vancouver booked for the summer, paid a big price and theyve just changed the plane from new club suites to old club worldreally annoyed. Patient while we bring multiple aircraft back from airfields around the world. I am not expecting anything much. I dont want more call centres; I want an IT department that knows what its doing. Strangely though we received emails a day or so ago alerting us to our return flight on the oringinal booking reference! Choose whatever ticket is cheaper and convenient. BA are holding millions of our cancelled Avios point bookings and tax money. This was on top of what felt like a genuinely cheery welcome when we embarked, and meal choices available throughout. A message from our Chairman and CEO, Sean Doyle | British Airways There is so much wrong with how we have to deliver the product there is almost nothing right. I could write a book about how poor my experience has been with them on occasions just over the last 12 months. Remote, wild and devilishly subversive: Heres why Americans are coming back to Tasmania. Sean Doyle was appointed Chief Executive of British Airways in October 2020. Mon 12 Oct 2020 at 04:04. If you missed out or didnt get offered one then it may have been because we are still not flying with a full crew compliment and in a full club cabin I have known times when there are only 2 of us trying to get pre departure service completed against a stream of WTP and WT passing through the cabin. Register HERE General Chat This forum is for general topics and chat type threads. Its penny pinching and takes the shine off of what might have been a rather pleasant flight with British Airways. I cant see them ever being premium again and will only fly with them if their prices arent premium. You might have seen our new advert, starring the real people of British Airways who are always working to keep you safe. Wow! How to get your money back from a Zelle scam or accidental money transfer, This PayPal invoice scam almost got me. I know a stack of former crew who hate, loathe and detest their former employer of twenty years plus because of the way they were treated during the redundancy programme over the past two years. Sorry, but BA is a national embarrassment in my eyes and possibly beyond redemption. Whats the Booking.com refund process? Sean Liam Doyle is Chairman/CEO at British Airways PLC. To be frank, weve been moving from one set of restrictions to another and the amount of change weve been dealing with over the past couple of years from week to week has been relentless. Even Chocolate bars gone & replaced with Lindt chocolate balls x 6. Something else that needs sorting is bus gates at outstations when airbridges are available. Baggage tracing has been talked about for a long time. Our Chairman & CEO, Sean Doyle, . My thoughts from our recent Club World experience. FAA allocates university grants to tackle aircraft noise, 110 Ryanair Flights Cancelled Due to France ATC Strikes, Canadian Budget Leaves IATA Disappointed with Future Outlook, Ryanair Flight Suffers Burst Tyre in Dublin Airport. Not even a general tv screen showing a map! So we are still using the #covidexcuse long after many other airlines have returned to close to normal. When Tom Stevens, in response to a question about Willie Walshs comments about IAG splitting BA off from the group (probably out of context) said that Willie had no insider knowledge of BA or IAG which was a ludicrously stupid thing to say of the man who led BA for years and was instrumental in the formation of IAG.

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