British Airways Enhances Customer Experience

Today, British Airways announced that they will enhance their passenger’s experience with new enhancements to the full flight experience, including check-in, lounges and also on-board experiences. This is part of its commitment to create a more premium experience for its customers. Through this article, you will find out more regarding these enhancements.

Plant-Based Menus

First of all, British Airways has launched a new plant-based menu at all of their lounges in London-Heathrow. They have worked with several catering companies for several months to formulate this menu. If all goes well, this menu will be implemented in the US as well.

british airways plant-based burger
British Airways’s New Plant-Based Burger | ©: British Airways

New Sustainability Measures

According to British Airways’ Press Release, as part of its commitment to sustainability, across the airline’s Heathrow lounges customers will notice new water stations. Work also continues to remove single-use plastic across the airline, and all plastic water bottles in Heathrow lounges are being replaced with glass, which will be rolled out across the airline’s UK lounges over the next month. Customers in lounges can also continue to order food using their mobile device directly to their table, an initiative introduced by British Airways during the Covid pandemic which it has decided to keep.

Tom Stevens, British Airways’ Director of Brand and Customer Experience, said:

“We’re committed to ensuring we deliver a premium proposition for our customers throughout their journey with us and when we do so, we need to ensure that sustainability is at the heart of it.

“We want to create an even better British Airways and know that we need to keep making changes to the customer experience with things like alternative menus, reducing plastics and introducing new technology to get us to where we want to be. In addition to these improvements, we are also moving ahead at speed with some of the larger initiatives that we promised to our customers, such as the roll out of our award-winning business class seat, Club Suite”

British Airways A320 © Andrea Ongaro | Travel Radar
British Airways A320 | ©: Andrea Ongaro / Travel Radar

British Airways also launched its BA Better World sustainability programme last September, making a further commitment to put sustainability at the heart of its business.

The airline is committed to achieving net zero carbon emissions by 2050 through a series of short, medium, and long-term initiatives. This includes improving operational efficiency, investing in more efficient aircraft, funding carbon offset and removal projects to mitigate emissions on UK domestic flights and progressively introducing sustainable aviation fuels using waste feedstocks. In the medium to longer-term, it is continuing to invest in the development and scale up of sustainable aviation fuel and looking at how it can help accelerate the growth of new technologies such as zero emissions hydrogen-powered aircraft and carbon capture technology.

Premium Club Europe Meals

Club Europe will soon feature more premium meals; which includes unpackaged hot meals, unlike the current packaged ready-to-eat meals launched due to the COVID-19 pandemic. If all goes well, we might be able to see hot meals back in the other classes soon.

British Airways Food
Inflight Meals At British Airways | © British Airways

New Technologies & Better Check-In

British Airways will also continue to explore how technology can enhance the customer journey. The airline will be introducing a new baggage tracing system, allowing customers to track their bag via their phone throughout their journey. This will help reduce loss of baggage. From automated lounge entry to new digital signage across the airport, British Airways is focused on making the customer journey even more seamless and stress-free.

Customers can also expect a few changes at check-in with dedicated desks for World Traveller Plus customers and a reimagined Skyflyers programme for children travelling with the airline.


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Sohail Sawlani
Sohail Sawlani
Aviation Reporter - Sohail is an avid aviation enthusiast and having been a previous Editorial Intern, is now an Aviation Reporter with Travel Radar. With a passion for Commercial Aviation and the machines behind the operations, he regularly contributes to the News & Analysis sections at Travel Radar. Outside of TR, he can be found on the Twitter realm as 'Planeopedia', posting about all things aviation!


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