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EXCLUSIVE: Here are the British Airways plans for new service improvements in 2022

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In an internal email to staff, British Airways has outlined a number of service improvements that you can expect to see onboard during 2022.

We may do a further article later once we have had the official briefing from BA.

EDIT: We now have a second article up which covers the official announcement. Click here to read it once you’ve read the summary below.

Is it enough? See what you think.

British Airways customer service improvements

Here are the headline points:

  • BA admits that ‘there’s still a lot of work do’ despite improving customer feedback scores, driven by Club Suite
  • ba.com will be improved to allow more customers to amend their reservations without calling
  • Staff numbers are being increased at customer contact centres, and new telephone systems introduced
  • A new document checking process will be introduced before the Summer peak to make check-in easier
  • World Traveller Plus passengers will get a dedicated check-in area for the first time
  • A baggage tracing app will be launched, allowing passengers to see where there luggage is and to facilitate the easier return of delayed baggage
  • A plant-based menu will be introduced to BA lounges
  • The Skyflyers programme for children will be relaunched
  • Club Europe meals will change in March, with a greater variety of options promised
  • World Traveller meals will change in May with ‘additional items’ promised for both meal services
  • Club World will see ‘new enhancements’
  • More drinks will be loaded to end the current shortages due to low supplies, as well as additional spare meals to allow more customers to receive their first choice

More to follow when we get the official announcement. I don’t want to pass judgement until we have seen the detailed proposals – there is, for example, no mention of going back to serving meals in premium cabins course by course, even though most other major airlines have already done so.


How to earn Avios points from UK credit cards

How to earn Avios from UK credit cards (May 2022)

As a reminder, there are various ways of earning Avios points from UK credit cards.  Many cards also have generous sign-up bonuses!

In February 2022, Barclaycard launched two exciting new Barclaycard Avios Mastercard cards. You qualify for the bonus on these cards even if you have a British Airways American Express card:

Barclaycard Avios Plus card

Barclaycard Avios Plus Mastercard

25,000 Avios for signing up and an upgrade voucher for spending £10,000 Read our full review

Barclaycard Avios card

Barclaycard Avios Mastercard

5,000 Avios for signing up and an upgrade voucher for spending £20,000 Read our full review

There are two official British Airways American Express cards with attractive sign-up bonuses:

British Airways BA Premium Plus American Express Amex credit card

British Airways American Express Premium Plus

25,000 Avios and the UK’s most valuable card perk – the 2-4-1 voucher Read our full review

British Airways BA Amex American Express card

British Airways American Express

5,000 Avios for signing up and an Economy 2-4-1 voucher for spending £12,000 Read our full review

You can also get generous sign-up bonuses by applying for American Express cards which earn Membership Rewards points.

The Platinum Card has doubled its sign-up bonus to 60,000 Membership Rewards points, which convert to 60,000 Avios, if you apply by 1st June 2022.

American Express Amex Gold

American Express Preferred Rewards Gold

Your best beginner’s card – 20,000 points, FREE for a year & two airport lounge passes Read our full review

American Express Platinum card Amex

The Platinum Card from American Express

60,000 points (SPECIAL OFFER) and an unbeatable set of travel benefits – for a fee Read our full review

Run your own business?

We recommend Capital On Tap for limited companies. You earn 1 Avios per £1 which is impressive for a Visa card, along with a sign-up bonus worth 10,000 Avios.

Capital on Tap Visa card

Capital On Tap Business Rewards Visa

10,500 points bonus – the most generous Avios Visa for a limited company Read our full review

You should also consider the British Airways Accelerating Business credit card. This is open to sole traders as well as limited companies and has a 30,000 Avios sign-up bonus.

British Airways Accelerating Business American Express card

British Airways Accelerating Business American Express

30,000 Avios sign-up bonus – plus annual bonuses of up to 30,000 Avios Read our full review

There are also generous bonuses on the two American Express Business cards, with the points converting at 1:1 into Avios. These cards are open to sole traders as well as limited companies.

Amex Platinum Business American Express

American Express Business Platinum

40,000 points sign-up bonus and a long list of travel benefits Read our full review

American Express Business Gold

20,000 points sign-up bonus and free for a year Read our full review

Click here to read our detailed summary of all UK credit cards which earn Avios. This includes both personal and small business cards.

(Want to earn more Avios?  Click here to visit our home page for our latest articles on earning and spending your Avios points and click here to see how to earn more Avios this month from offers and promotions.)

Comments (139)

This article is closed to new comments. Feel free to ask your question in the HfP forums.

  • Ian says:

    I think it is easy to criticise BA, and on occasion justified without doubt. They are also an easy target from keyboard warrior types. Other airlines have not to dissimilar problems, but there is something about BA that attracts this attention of criticism and sometimes unwarranted.
    HfP I find to be as honest as i can be quite fair in this regard. For me and my wife we fly around four times per year with BA and are grateful for the destinations they fly too and also we are in an enviable position that we can fly Club World/europe. (I never take that for granted) We generate enough Avios and companion vouchers to do this, and without doubt without 2:1 and avios we simply would not fly BA or any other airline for that matter as we will not fly in economy for a few personal reasons. So we are very lucky and privileged, oh, and we do seem to understand the system of booking and equally the frustrating issues that come with the programme.
    The Avios /2:1 is a superb ‘club’

    If we had the ability to buy business J cash we would use other airlines, and i only say this as we find BA ‘inconsistent’ in terms of their service.
    By this i mean by way of just one example trying to contact them with issues with the booking; In New Orleans 28th Dec. We needed to speak to someone around the 3rd Jan and despite having US Exec club number, it just rang out.

    We find the cabin crew to be their best asset, and most of the time been excellent.

    The proof is in the eating and let us wait and see if the changes make the desired impact , watch and wait, or just smile and wave…

  • SK says:

    Not once in my whole time of flying with BA (since 2011) they are ever on time! I don’t understand why there always seem to be some kind of problems before taking off, ie technical, logistic, weather etc etc.
    My recent flights from Sweden to London delayed for 2 hrs, Mexico to London about 30 minutes. My friend’s luggage was left on the conveyor belt at T5 and never arrived at Mexico City airport. They didn’t find the luggage until 3 days before we returned to London. Food serving both at the Gallaries and on flights are meagre and poor quality (burgers at the lounge), and we went hungry for our 11 hrs flights to Mexico. Time to fly with another airlines I think.

    • John says:

      Not once in my whole time of flying with BA (also since 2011, about 15 flights a year before covid) have I ever arrived late by more than ~90 minutes, and 90+% of the time less than 30 minutes late. Often problems before takeoff but the padding usually results in on-time arrival. Never lost luggage, and priority tags have worked everywhere except arriving in LHR (where they are specifically not a benefit). Never been hungry on a BA flight except when they served nothing short haul and I was late so had to skip lounge. Lounge quality not great but acceptable as free. I always choose the best airline for my travel and have only done very limited TP runs on BA (maybe spending about £300 unnecessarily in 2014, which I won’t be repeating unless it makes financial sense).

    • HK says:

      Yes you are right. Last week we were 45m late coming back from Moscow .. no explanation or apology given. This week I took BA105 on Sunday night 2.5 h late and then BA104 2h late today both times blaming engineering issues . A quick check reveals that BA105 has left more than 30m late every day this week. I seriously question whether BA has retained the engineering and ground handling know how to operate the 380.

  • Jordan D says:

    Let’s see if the plant based menu is an additional item, or if we will see things dropped for it. Hope the former, fear the latter.

    • Harry Holden says:

      Not sure how they drop anything off the CE menu to make room for Plant unless that is all they are going to offer?

  • Patrick says:

    Case of too little too late !

  • Mikeact says:

    Here we go again, it’s amazing, slightest mention of BA on here and it goes mental. Always the same, moans and groans, many from the same regular posters and yet most of you continue to fly BA…and why would that be.. .probably because the 241 voucher is a big one, RFS around Europe etc. If I remember correctly nobody is forced to fly BA, apart from maybe Corporate. You can get just about anywhere in the World nowadays with other carriers if it is that much of an issue.
    We’re off again tomorrow, long haul, CW..but then, all I ask is please, get us there, safely.
    I await the undoubted flack.

    • Doc says:

      Wow. You set the bar very low!

      • Rhys says:

        Mike is not wrong. Outside of the ME3 and many Asian airlines BA is a lot better than some people make it sound.

        Compare it to Lufthansa, which has now has FOUR different long haul business class seats and was declared a 5 star airline based on its next generation seat which won’t be launching until 2023 (and likely 2024 now)……

        It also ditched free drinks and snacks and now has Buy on Board: https://www.headforpoints.com/2020/11/19/lufthansa-launches-buy-on-board-catering/

        Water and crisps are basic but it is not nothing, and it is a genuine improvement for all passengers.

      • Mikeact says:

        Not really. I’ve been flying since the midish 60’s when flying really was luxurious, eg bone china service at your seat ..long haul with refuelling stops along the way..not a lot of entertainment etc., The worst bit for me was passengers smoking non stop! Loads of stories I could relate eg Once in Africa, ‘Fi rst on gets a seat..those unlucky will have to come back tomorrow ‘ One unfortunate crash landing..nobody killed, but my back still plays up…2/3 emergency landings met with Blue lights. ..fights onboard ! It’s been interesting particularly some of the major US airlines long gone. My closes ‘misses’ , PanAm Lockerbie, I was out the next day, and TownsendThorensen, I was on the last sailing of the Herald of Free Enterprise to Zeebrugge…sadly it never made it back.
        That’s why we just want any carrier to please, just get us there in one piece.

  • AFS says:

    Why isn’t BA.com upgrade to enable customers to specify their choice of meal prior to departure e.g. 24-36hrs before departure, so their is no need for additional meals to be onboarded/wasted

This article is closed to new comments. Feel free to ask your question in the HfP forums.

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