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More BA news: punctuality, new A380 First, free messaging, new website, GGL changes

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Yesterday, we published three articles profiling three changes that British Airways is rolling out to its customer experience and route network, including:

There were, however, even more announcements that we wanted to cover, but did not necessarily warrant dedicated articles. Let’s start at the top:

British AIrways improving punctuality

BA improving punctuality

“If the planes are running late, you’ve got a problem”. That’s what BA CEO Sean Doyle said in his opening remarks, and anyone who caught a British Airways flight last year is likely to agree.

The good news is that huge improvements have apparently been made.

“We have a pretty huge focus on operational resilience and punctuality …. over the last three months, we’ve made great progress: our average departure punctuality at Heathrow has been 80%. We’ve been better than the average of all the other carriers at the airport. And that’s a significant turnaround from where we were maybe six months ago.”

In comparison, the full-year average for all airlines at Heathrow last year was 63.4% so this is a significant jump.

On flights to New York JFK, where BA launched a focus on punctuality last year, the results have been even better:

“We have been the most punctual airline on JFK for the last six months. We’ve taken all those learnings and rolled it out to the rest of the network to make sure we’re on time.”

If British Airways can keep this momentum going into the summer, during the busiest travel period of the year, then I will be impressed.

British Airways new A380 First Class

British Airways to introduce new First Suites on the A380

Calum Laming, Chief Customer Officer at BA, reiterated what CEO Sean Doyle had already suggested in an interview with The Sunday Times last summer: British Airways is designing a brand-new First Class product for its fleet of 12 A380s.

Calum would not be drawn on further details, but BA did say that it would be a “brand-new and exclusive First suite.” This implies that the seat will feature some sort of door. Use of the word ‘exclusive’ suggests that this is a suite that has not been seen before and may be proprietary to BA.

The seat will be installed as part of the wider A380 refurbishment program to install Club Suite, which is due to start at the end of 2025 or early 2026.

Many questions remain, including whether the new seat will be rolled out more widely or whether it will offer a differentiated product for the A380 only. The size of the cabin and its location (it could move upstairs) are also under wraps.

A new First Class was also announced in 2019 by previous BA CEO Alex Cruz as part of the 777X order. This is also due to arrive in 2026 – will these aircraft feature the same product or another, differentiated new seat?

Many airlines offer a special First Class suite on their A380s where the increased space allows more creativity, and it would be great to see BA take this approach.

I previously speculated the direction British Airways could take with its new First in an article last year.

Free inflight messaging for British Airways customers

Free in-flight messaging

Arguably the announcement with the widest impact from Monday night – ie the only thing that impacts those at the back of the plane – was the introduction of free in-flight messaging for British Airways Executive Club members (no status required).

British Airways is behind the curve here, both compared to its competitors and its own IAG siblings. Iberia having offered free messaging for some time and Aer Lingus offering free-wifi for all business class passengers, as you can see from my review here.

Still, it’s good to see BA offer something that is increasingly non-negotiable rather than ‘nice to have’.

The new free-messaging functionality will begin rolling out across the fleet on 3rd April and should be complete within two weeks. 80% of BA’s Heathrow aircraft and 100% of Gatwick planes now featuring wi-fi capabilities whilst Cityflyer aircraft do not have the technology. The remaining aircraft will have it by 2025.

According to BA:

“The free messaging pass will allow British Airways Executive Club members to use messaging-type online applications, such as WhatsApp, iMessage, Facebook Messenger and Teams Chat – without images, videos or attachments, text only.

You’ll need to log into your Executive Club account, or create a new one, to access the service. It isn’t clear if this will be linked to your booking, which would exclude those who were crediting their flight to a different oneworld partner.

New British Airways website

New website and app on the way

Also reconfirmed was the work to redevelop the entire website and app, as well as many of BA’s back-end IT processes. According to Sean Doyle, some parts of the BA website are over 24 years old and in dire need of a ground-up rewrite. As part of the process, BA is also moving to the cloud, with 95% of servers due to be hosted remotely by the end of the year.

Overall, BA is investing around £750 million in upgrading its IT infrastructure.

The new site, which is already in beta testing for flight bookings between Gatwick and Bari, will increase self-service functionality and allow you to make more changes to your booking without having to use the call centre.

This includes help during periods of disruption. Whilst ba.com already lets you rebook cancelled or delayed flights online, the new system will also offer you alternative flights on other carriers.

The goal, according to Chief Commercial Officer Colm Lacy, is to allow passengers to self-service 100% of the time. That said, it is hard to see how the BA app could offer you your legal right of a flight on ANY airline to get home if the BA options are not suitable.

Food, drink and hotel vouchers for flight delays and cancellations will be delivered automatically by text message or email in future, helping to reduce confusion and stress when things go south. This carries its own risks of course – those without smartphone access (due to age, disability or simply lack of juice) may find themselves in a pickle.

A wider rollout of the new platforms is expected to happen in the second half of the year. Whilst it won’t all happen at once, there should be noticeable changes coming later this summer and into the autumn.

British Airways Premier card

And for Gold Guest List and Premier members ….

There were additional announcements at the Premier / Gold Guest List version of the event yesterday, both during the Q&A and during individual discussions with members. These were:

  • Gold Guest List will be made an official tier inside British Airways Executive Club, rather than a subset of Gold. This will have practical impacts because, for example, it will be visible by partners in Amadeus whilst at the moment a GGL just shows as a standard Gold member.
  • Group 0 boarding will be rolled out across the network – which presumably means most outstations will now board Groups 0-3 in one big crush rather than Groups 1-3 🙂
  • There will be a new reward added for reaching 5,000 tier points but the exact details of what you get have yet to be signed off

How to earn Avios from UK credit cards

How to earn Avios from UK credit cards (April 2024)

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 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:

Barclaycard Avios Plus card

Barclaycard Avios Plus Mastercard

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

Barclaycard Avios card

Barclaycard Avios Mastercard

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

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

British Airways American Express Premium Plus

25,000 Avios and the famous annual 2-4-1 voucher Read our full review

British Airways American Express

5,000 Avios for signing up and an Economy 2-4-1 voucher for spending £15,000 Read our full review

You can also get generous sign-up bonuses by applying for American Express cards which earn Membership Rewards points. These points convert at 1:1 into Avios.

American Express Preferred Rewards Gold

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

The Platinum Card from American Express

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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 10,500 Avios.

Capital on Tap Business Rewards Visa

Huge 30,000 points bonus until 12th May 2024 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

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.

American Express Business Platinum

40,000 points sign-up bonus and an annual £200 Amex Travel credit 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.

Comments (137)

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

  • Bernard says:

    BA promises of a thing several years away.
    But the here and now is ghastly – check in not even working today and long queues at Heathrow. At least the north lounges weren’t busy (probably everyone stuck in checkin lines)

    • TGLoyalty says:

      These are big capital project hardly going to change overnight

      They have done things today ie T5B and first lounge refreshes

  • GS says:

    You would think BA would be pretty good at dealing with disruption caused by punctuality however I was stuck in Heathrow last night after a delayed BA inbound, wouldnt let me transfer to my regional connection because computer says no, even though that was also delayed and only departed 2 hours later. Made to stand in a queue for 2 hours in the CW rebooking section with very few allocated staff dealing with loads of disgruntled pax (all regretting booking with BA due to this scenario happening to them time and time again). Only to be told eventually I’d missed the last connection, what a surprise! I took a taxi to Manchester in the end… Not the first time this has happened to me. Anyone with similar experiences of BA vs other airlines?

  • James says:

    I think the focus on punctuality is coming at the cost of flight cancellations. I’ve noticed a huge increase in the number of my flights that BA has cancelled and can’t help thinking that they are cancelling low load flights that would otherwise be recorded as delayed.

  • Chris Pocock says:

    I was interested to read the paragraphs on the actions BA promises to take in the case of disruption, after my bad experience around a cancelled CDG-LHR flight last year. No BA staff there, no vouchers offered. BA resisted my claim for expenses until I took them to arbitration, when they paid immediately eg that’s their policy, deny any claims until the passenger insists and takes action.

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

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