BA isn’t a failing company though.
It’s a very profitable one but one that recognises that if it is going to maintain and increase those profits AND improve the customer experience then it needs to do things better.
This about changing the way the company does things across the board with lots of small projects that needs someone to lead at a strategic level and in reality it’s too big a job for the CEO to do on his own.
And we as passengers may not notice many of these changes either as probably most of the “transformation” will be in systems and processes. The increase in MCT next month in T5 is one of those changes that very few people will actually notice but will actually mean more people will catch connections for example.
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