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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
  • 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.


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In February 2022, Barclaycard launched two exciting new Barclaycard Avios Mastercard cards with a bonus of up to 25,000 Avios. You can apply here.

You qualify for the bonus on these cards even if you have a British Airways American Express card:

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

British Airways American Express Premium Plus

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

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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.

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

Comments (139)

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

  • r* says:

    Thing is, this is the airline that not only actively removed the ability to get a refund online while making it impossible to get through to the call centers and then actively disabled a workaround to get a refund online.

    Those acts were dispicable.

    • TimM says:

      Agreed. I still have a FTV that I know will take me a day off on the telephone to use. No business should be allowed to operate like that. Accepting a FTV was an act of generosity on my part that was not in any way reciprocated.

      • VerdantBacon says:

        YMMV but I’ve called BA 3 times in the last week, on the BAEC “if you’re overseas” line and gotten through right away. The first time I was actually caught off guard and didnt have my BAEC number or booking reference ready as I was planning to do it while on hold.
        I called right at 8am on that number and have had no problems at all, I thought it might have been from the service improvements to the contact centers that they mentioned in an email last week

    • Richie says:

      ….and are such actions in contravention of the Consumer Rights Act 2015?

    • Gavin454 says:

      Exactly. They are yet to put back the functionality that existed for years before the pandemic (refunds calculated online and processed instantly). Promising that “ will be improved to allow more customers to amend their reservations without calling” doesn’t even seem to suggest they are going to return online refund functionality. BA’s 24 hour refund policy used to be a great benefit, but is now almost useless if you don’t want to waste a couple of hours trying to get through to the call centre in order to action it.

      • Lady London says:

        This. This what you’re saying, Gavin, as we know BA disabled existing longstanding functionality to submit refund requests that was functioning.

        The fact that the Chief of BA is now standing up and saying it’s going to take so much time to put back this functionality that is doubtless still there, they just disabled it, makes anything else BA is saying will take time, less believable.

        • meta says:

          It happened overnight last time. I am sure they can switch it back again overnight.

  • DoogieDoo says:

    Laughable really if this is the best they can come up with. Ensuring there’s enough food and drink on board – woopdidoo!!

    Sounds to me like an exercise in rearranging the deckchairs on the Titanic. I’m burning my Avios off and my revenue spend will be going elsewhere.

    • chris says:

      As an airline its better to think that they are rearranging the armchairs on the Hindenburg.

  • Chris Rout says:

    I won’t be holding my breath on this one. Once the Avios / Vouchers are used, we are off to another air line company.
    The demise of BA is amazing. The company once had a marketing slogan stating “ The world’s favourite airline” with which stating it’s the worst airline company ranked down with Ryan air.

  • Youllnever says:

    Nothing about overhauling the BA lounges, which is in a sad state.

    • Mike says:

      Lounges, what lounges. He says with MAN being his local airport.

      • NorthernLass says:

        Lol – I’m not even going to bother on my next BA flight – going to have a leisurely and far superior breakfast at the Hilton Doubletree instead!

    • Andrew J says:

      Someone on here said they enjoyed 5 hours in Galleries Club at T5 the other day – which was a certainly a sentence I was surprised to read. Can’t imagine anything worse than spending even half an hour in a Galleries Club lounge.

      • Aston100 says:

        T5b was a good experience in December.
        When was the last time you went into that one?

        • secretsquirrel says:

          T5B definitely the only BA T5 lounge we would ever go in now.
          A delayed flight meant it was busier than normal last weeks but after that it was a relaxing atmosphere.

      • Track says:

        Galleries South T5 are actually pleasant.

        Not crowded and cooked food brought to the table. However, pre-pandemic it was a zoo with hardly anywhere to sit.

        Once numbers are back, the lounge staff will not be able to cope and food orders start to take 40 mins if the system is kept.

      • yorkshireRich says:

        That was me. At varying times there was literally me and the wife in.
        We did then go to galleries south and was pleased I had read the reviews on here beforehand and chose the lounge at 5B.

    • ChrisC says:

      LHR was done in around 2019/20

      LGW was a brand new space when there opened in 2017 (or was it 18)

      And off the top of my head EDI was refurbished as well.

      • bonvoy_traveller says:

        Heathrow has never had a lounge refurbishment since T5 opened in 2008 apart from some new carpet here and there.

        When T5 opened they actually had some nice furniture but as that became worn out it’s just been replaced by bland chairs.

        Heathrow T5 lounges are in dire need of a full shutdown for a complete revamp.

  • Steve Chambers says:

    I wish they’d go back to a trolley service in Club World. The 2019 service took an age with crew running backwards and forwards to the galley with every item of the meal/drink. I know they are trying for a restaurant vibe but it doesn’t work on an aircraft with passengers wanting a drink sooner than 40 minutes after take-off and a lie-down before nearly three hours have passed.

  • 1ATL says:

    “Ensuring there’s enough food and drink loaded for everyone” screams the eptimome of luxury….. call me old fashioned but this should surely be considered a basic requirement?

  • David says:

    I’m looking forward to the “plant-based menu” for a real luxurious lounge experience 😋

  • David says:

    They need to get lounge back open at MAN and reintroduce a northern network option rather than total shuttles. The old GB airways was the perfect model imo

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