A message from our Chairman and CEO, Sean Doyle | British Airways They used to have a seniority system which allowed those most experienced to choose which position to work first. Service was above recent standards and when my desert choice was unavailable I was offered a choice of F deserts which was a nice touch Bottom line when my hold status goes Ill be looking at AA and DL for my US flights and buying on price so I doubt Ill be flying BA as much in future. We may need to confirm you are who you say you are by asking a couple more questions depending on what you need help with. Weve been working hard to create a more premium experience for you, putting you at our heart and doing it in a way thats sustainable. Not enough meals heated up outbound and completely ran out of all meals and drinks glasses by row 10 on the return leg.disgraceful, they knew how many seats theyd sold, its not difficult to work out the food needed. Here's more information about the Elliott Responsiveness Ratings. Although I have serious doubts about his abiiities to return BA to a true premium service given where hes starting from, I wish him good luck and will watch with interest from the safety of an alternative airline. TLFL has an exclusive partnership with GTC, one of the worlds largest collections of independent luxury travel agents. Time and time again we are of the view that BA just dont care. at As they say, the proof is literally in the pudding! With decent airline obviously. Sean Liam Doyle is Chairman/CEO at British Airways PLC. What I am doing is making a personal commitment to you that we will build a better British Airways. BTW, BA are so against another runway at LHR.they have pretty much a duopoly on some routes and a strong position on North America with American. However, the north lounge in T5 badly needs an upgrade. Had lots of excuses, poor justifications and promises of improvements. They have wasted their legacy and headstart from Lord King and Colin Marshall. Sean Doyle's phone (**) *** *** 722 What industry does Sean Doyle work in? Bio Ritmo Academia, Electrical engineer from NED University of Engineering and Technology. ???? Experience British Airways 18 years 10 months Assistant to the Chairman &. J us frankly atrocious. Sean Doyle-CEO British Airways-British Airways-email marketing-AroundDeal Wow !! Almost everyone on the ground with a manager or leader label in their job title has a position to defend and they wont budge on even the plainest facts cabin crew can feed back. free lookups / month. 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 in the moment, wherever possible. She graduated from Fundao Getlio Vargas in Business management. By using ba.com you agree to the use of cookies. Were always here to help. Our outward was also in club with single plate offering of curry. We wait and see if his message delivers. Our Chairman & CEO, Sean Doyle, . Virgin still use trolleys and in no way does it detract from the service. But it just seems that everything has taken such a battering over recent years that it will be impossible to come back from it and to regain that premium label that the airline wants to achieve again. Patient while we bring multiple aircraft back from airfields around the world. BA are holding millions of our cancelled Avios point bookings and tax money. Here's more information about the Elliott Responsiveness Ratings. Id also like to see a proper chat function that works properly. over 7K for 2 people. The south lounge in T5 was at least not overcrowded; but the choice of food was pretty limited and uninspiring. CEO British airways email address - theDIBB Wine was ok but champagne nearly ran out which did not impress my wife. Before that she was chief executive and chairman of IAG Cargo, a position she held for four years during which time she expanded the organisations digital capability and strengthened customer focus. Evergy, Software Engineering Manager at Verizon Connect Consumer Alert: Beware of travel clubs with "VIP" prices, please contact our team at Elliott Advocacy through this form. Over the years I have written to various Customer Experience Directors at BA about short coming in their service in premium cabins. We travelled on a Gold Companion upgrade ticket that is supposed to be a reward for loyalty to the airline. There have been so many bottoms in the ceo seat in recent years that nobody knows the definition of quality any more. Did you appreciate Seans email? Nexus Technology S.A.C. The website has more glitches than a really bad sci fi movie. Sean Doyle Chief Executive Officer British Airways Plc, Waterside PO Box 365 Harmondsworth, UNITED KINGDOM UB7 0GB 011 44 20 8738 5050 Seanl.Doyle@ba.com This contact was published on November 27, 2014 and updated on March 9, 2023. Fernando Candela, LEVEL chief executive, is joining the Group's management committee in a new role of chief transformation officer. As someone who has flown throughout the pandemic (rules permitting) its frustrating to see the decline of BA. Just back from a week in the canaries. Guess what! Effortless, graceful and personal service that makes flying a delight. I could write a book about how poor my experience has been with them on occasions just over the last 12 months. Prior to joining IAG, Julio was Managing Director of NIKI Luftfahrt in Austria, Chief Commercial Officer of Airberlin in Germany and Chief Commercial Officer of Vueling Airlines in Spain holding further senior roles there from 2006. 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. Its now better flying Egyptair! Emails have not even been acknowledged. CLAIRE BENTLEY, BRITISH AIRWAYS HOLIDAYS' MANAGING DIRECTOR . And our colleagues are excited. Check out our directory. at 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. Well, Sean you need to make some changes now! Heres what to do. And our colleagues are excited. I love flying with BA, but I hate myself for being so loyal to an airline who makes me feel they couldnt care less at times. Their in flight staff are amazing. Wine list was non committal as to specific wines probably whatever Sainsburys are doing at 25% off for 6 bottles or more. 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. For a while the standard excuse especially on 747 and 777 was to blame Boeing. BritishAirways Customer Relations 11 West 42nd Street 24 th Floor New York, NY 10036, Primary ContactCalum Laming Chief Customer OfficerBritish Airways Plc, WatersidePO Box 365Harmondsworth, UNITED KINGDOM UB7 0GB[emailprotected], Secondary ContactIan Blackman VP Airports East USA, Latin America and the CaribbeanBritish Airways Plc, WatersidePO Box 365Harmondsworth, UNITED KINGDOM UB7 0GB[emailprotected], Rene de Groot Chief Operating OfficerBritish Airways Plc, WatersidePO Box 365Harmondsworth, UNITED KINGDOM UB7 0GB[emailprotected], Chief ExecutiveSean DoyleChief Executive OfficerBritish Airways Plc, WatersidePO Box 365Harmondsworth, UNITED KINGDOM UB7 0GB011 44 20 8738 5050 [emailprotected]. In a nutshell BA have hit the bottom and I will now do anything to avoid flying with them. Remember the days when you got a starter and a side salad? 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. You definitely wont go hungry from the meals I had though if you think you may want a snack take something with you as the Club Kitchen runs out almost immediately they put it out! Still waiting. How do I get it fixed? But they are missing the point, Ive lost count of the amount of times I have booked a Club Suite only to have it changed nearer the time. Perhaps if your followers value the comments as they do the articles we might be able to get the message over that what THEY want is mostly doable but is not what IFCE (cabin crew) management and the product and delivery people THINK they need and want. Sean joined British Airways in 1998 and qualified as a Management Accountant (ACMA). Obviously BA have got a lot worse.but bear in mind they have been declining for years especially in their service. 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. To say the experience of flying business in Emirates is a level above BA would be an understatement. It would be awesome if we could message you quickly & easily using Signal or WhatsApp. 24, New York, NY 10036- 8002, New booking or changes to existing booking: 877-428-2228 Monday Friday, 7am 3pm Saturday and Sunday, 7am 3pm: Eastern Standard Time (EST), Contact the British Airways North America Refunds Department if your ticket was issued in the United States, Canada or Bermuda and you are not able to process your refund online. I have 12 vouchers which have been unable to spend as cant get through on the phone. But the crew were excellent. He did some good stuff at Aer Lingus and I had high hopes for him, but sadly little seems to have changed. (business & personal). 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. Lorem ipsum dolor sit, amet consectetur adipisicing elit. The key to me at the moment is the onboard service. Will we get our case back? Carolina Martinoli isChief of People, Corporate Affairs and Sustainability Officer at IAG. Could be just words though. Marco became Chairman and Chief Executive Officer of Vueling in September 2020, after being Chief Commercial Officer of Iberia since 2013, where he was a member of the Board of Directors and played a key role in the transformation process to restore profitability and future sustainability of the Spanish airline. Now i actively chop and change. Rolling out our Club Suite on as many aircraft as we can, as quickly as we can. It would be nice to think their service will be improved. If you have a consumer problem,please contact our team at Elliott Advocacy through this form. BAs outsourcing of this has been terrible for years, by far the worst of any airline with which I deal. It is important to note that not all of the issues in regards to how the customers have been treated are the airlines fault. BA, get your act together, youre haemorrhaging premium customer by charging premium prices, and youre no way near giving a premium service. Using vouchers is far from simple and I have had to challenge for two of them because they short changed me. BritishAirways Customer Relations 2 Park Ave Suite 1100 New York NY 10016, Baggage claims 11 W 42nd St Fl. Where have the hot towels gone for pre-departure! 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. There is also the catering question I am just off a return Club Europe flight from Malaga, and on both sectors, theyd run out of TWO meal options by row 7, and that isnt the first time I have seen that. A good friend has always flown Emirates business and F. We convinced him to fly F to New York with BA. Its certainly you who makes us fly, and we cant wait to welcome you back. Sean says they are recruiting more staff but for me, this misses the issue. Club Suites are very good, our cabin crew were excellent but were we lucky on this flight? I have a medical condition so must have only gluten free food. Meanwhile, euro travellers were asked to remain cosily seated. 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! Sean first joined British Airways in 1998, where he began his career as a financial analyst.