Too rarely did you actually receive service which actually warranted it.When its good its very good, however these days this is rare. In sadness. Hi Michele. My number one priority is to address the customer call centre issues many of you have experienced and may still be experiencing. Sean says he wants to help make your journey more seamless and enjoyable. None of this says premium to me. Adam joined Avios in October 2018 as Chief Commercial Officer. He served as non-exec Board member at Topbonus Ltd, AB Holidays and IZair and started his career at Boston Consulting Group (BCG). Sean Doyle Chairman and CEO British Airways Lynne Embleton Chairman and CEO Aer Lingus John Gibbs Chief Information Officer Carolina Martinoli Chief People, Corporate Affairs and Sustainability Officer Julio Rodriguez Interim Strategy Director Javier Sanchez-Prieto Chairman and CEO of Iberia Marco Sansavini Chairman and CEO of Vueling Next event: Champagne travel on a Prosecco budget. BA, get your act together, youre haemorrhaging premium customer by charging premium prices, and youre no way near giving a premium service. How can we build back better European aviation after COVID-19 - and what will our industry look like in five years?The environment, changing markets, new con. I still fly with BA 80% of the time, and indeed I am off to the states in a few weeks as well as a regular GLA-LHR every week or two. BA, hang your head in shame. Non-executive director and Chair of Audit Committee, Land Securities Group PLC. Meanwhile, euro travellers were asked to remain cosily seated. Virgin still use trolleys and in no way does it detract from the service. Sean Doyle Chief Executive Officer British Airways By email only to: Seanl.Doyle@ba.com Dear Sean, This weekend GMB members working in T5 have been spat at, have told disabled customers they have to sleep in the airport, have watched as families put their babies to sleep on luggage and have been subjected to homophobic abuse. Sean Doyle's Email & Phone - Chairman and CEO at British Airways Business Lounge table ordering I hope will end post covid soon. Clearly they were promoting a new seat that many would not experience depending on their route. So kow to the actual flights outward was OK not what you would call a premium inflight service as this article rightly illustrates, food was acceptable but the one tray approach smacks TV dinner and nothing more. British Airways boss Sean Doyle pledged on Friday to rebuild relations with customers and staff and restore the airline's reputation for premium service as the industry recovers from the. Whats the Booking.com refund process? Twice now they have put me as both the passengers, instead of my wife and I. So it was my choice to fly BA, support the airline and enjoy the benefits of being a Gold Card holder. Its all really been said above. Chief of People, Corporate Affairs and Sustainability Officer at IAG. Adam worked in Operations and Airport Customer Services at BA before moving to Commercial, he was part of the team that started ba.com and held several other key positions including Head of Call Centres, Head of UK Leisure Sales and Head of Revenue Management. Full service food and beverage even through Covid. 4. Let us know your thoughts in the comments below. BA need to go back to using trolleys if they are going make the multi course service work again. I said i was sensitivento the light and was told to wear the eye mask! over 7K for 2 people. Pretty impressi, Room with a view at @jumeirahsaadiyat. This year will be a test. The downgrade from the Cabin Service Director role to a Flight Manager has resulted in no one really in control on a flight in a senior position and the loss of someone giving the personal touch to their frequent fliers. I know a stack of former crew who hate, loathe and detest their former employer of twenty years plus because of the way they were treated during the redundancy programme over the past two years. British Airways Management Team | Org Chart - RocketReach Remote, wild and devilishly subversive: Heres why Americans are coming back to Tasmania. Check out our guide to booking and troubleshooting an airline ticket. Sean Doyle was appointed Chief Executive of British Airways in October 2020. Didnt follow up on it. Stay up to date with all our latest developments and corporate news, Significant shareholdings and treasury stock, Corporate governance and directors' remuneration reports. Mr Doyle clearly doesnt have a grasp of just how infuriating listening to prerecorded messages for 10 hours in an attempt to make a booking using a future travel voucher can be. The decision to allocate positions in rotating groups and not experience has been commercial suicide. Sean Liam Doyle is Chairman/CEO at British Airways PLC. 2. A host of former Inflight Business Managers escaped hire and fire by being reinvented as excellence managers people who are more concerned with fluff and how we plate up a roast dinner in first class than they are listening to what we have to say about the basics. he missed out 'without spending any money'. Could be just words though. Sean Doyle, Chief Executive & Chairman, British Airways (Image Credit: British Airways) Welcome to London Air Travel's Monday Briefing for the week beginning 31 January 2022. At the start of the year, BA CEO Sean Doyle announced a series of senior management changes to spearhead the airline's recovery from COVID-19. Sean Doyle Chairman and CEO at British Airways London Area, United Kingdom 20K followers 500+ connections Join to follow British Airways CIMA About I am proud to be Chairman and CEO of. As a result we might all be forced to desert to their competitors sooner rather than later, although it would be such a shame not to redeem all those Avios, companion E tickets, and the various vouchers of which we all now posses so many????? Drop us a DM with as much info as possible and remember to include your reference number and full contact details. 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. "Bookings remain very resilient."British Airways CEO Sean Doyle talks business as the travel industry comes out of the pandemic. While the majority of the food has tasted OK, it reeks of cheapness. From travel apps to testing, behind the scenes we have been working tirelessly to make sure that British Airways continues to be the airline you can trust. Who Is Sean Doyle - British Airways' New CEO - Simple Flying (Well, the prices are eye-wateringly premium at least!). After the recent news from the UK Government around the removal of restrictions, its time to get Britain moving again. Throughout the pandemic I have changed my Finnair flights solely by the Finnair chat function which has been very useful. Can I get my 173,116 Chase Ultimate Rewards points refunded? British Airways CEO Sean Doyle shakes up executive team amid struggles Arrived at Terminal 5 but nobody could be bothered to put our luggage on the carousel. What a joke! Taxfiler Limited, Chief Executive Officer I asked for a Jack Daniels and ginger ale that wasnt available. Javier is a graduate in Business Studies from Universidad Complutense de Madrid and Technical Aeronautical Engineering from Universidad Politcnica de Madrid, as well as a postgraduate in several programmes from ESADE and Instituto de Empresa (IE) among others. We get a lot of complaints about British Airways. In the face of constantly changing and complicated travel restrictions the length of time its taking us to take calls has naturally been longer, which has pushed up our waiting times. Working on a new baggage tracing system, allowing you to track your bag via your phone throughout your journey. Is the email from BA CEO Sean Doyle all just lip service? Search over 700 BA staff are currently providing Ryanair quality service for their premium prices. Yes, we did both comment that our non direct flight to Nairobi on Qatar in August when we even flew economy on one leg was infinitely better! This was on top of what felt like a genuinely cheery welcome when we embarked, and meal choices available throughout. All in all, please insert some slickness and indeed pride back into your cabin service these crews are lucky to be still employed by what used to be a world-beating brand and defintely address the quality and section of the product BA is already been well-overtaken by many other carriers to claim the epithet of The Worlds Favourite carrier (notably Qatar Airways, Air France, Singapore Airlines to name but two) and we do not want to see UKs supposed National Carrier being seen as slowly descending to that of a budget carrier (and certainly not at the high fares they are charging!). British Airways's CEO, Chairman is Sean Doyle. More hot air from the latest ceo to take the helm. If you have a consumer problem,please contact our team at Elliott Advocacy through this form. at I hope Sean reads these comments personally as it seems that BA has already lost the market. Brand Manager at Olympic Industries Limited, IT infrastructure and SRE coordinator / Project Manager at Bio Ritmo / Smart Fit Group | Scrum | Kanban | KPI | Lean | Process BPMN 2.0 | People | Leadership | Agile | OKR | Management 3.0 | DevOps | Priority bags out last both outbound and return, one tray service of mediocre economy food and a lack of proactive cabin service. Just fly with Qatar Airways in economy and even better in business to see how it should be done. Sean Doyle apology email! Head for Points Southwest just got a one-two punch for its holiday misdeeds. We had a connecting flight to Newcastle with a long wait at LHR. The biggest issue for me is the service from the staff. The double points would have taken me to gold and felt like a nice reward. Im not seeking to make excuses for things that should have gone better. Finally, despite being tagged priority, our bags were some of the last on the carousel at Newcastle. Here's more information about the Elliott Responsiveness Ratings. 2.5K for 2. Please visit our Help centre for more support if you have a question about your booking or flight. Trying to get through to BA Holidays by phone is actually totally impossible. Im using 241 Avios to take my brother to Lisbon on CE in June and hoping for a good experience. Sean Doyle profile: New British Airways CEO seen as a safe pair of We have numerous flights booked, lots of them in Club World. I could write a book about how poor my experience has been with them on occasions just over the last 12 months. This weekend he gave an interview to the Financial Times as well as sending all Executive members an email. Airbnb banned me because I used to live in Russia. Javier became Chairman and Chief Executive Officer of Iberia in September 2020 having previously been Chairman and Chief Executive Officer of Vueling from April 2016, prior to that he was Strategic Planning and Finance Director of Iberia since 2013, where he was a member of the Board of Directors and played a key role in the Transformation Plan to restore profitability and future sustainability of the Spanish airline. You have the low cost model trying to be sold as premium and failing. There was no menu and I was just shown a scrappy photocopy paper of the panini which when it came was pretty disgusting processed cheese on dry bread with a slice of tomato accompanied by a packet of crisps and some none descript chocolate desert. Management Consultant I Board Member I Board Committee Member, Director-Sales Marketing at Vana, Dehradun, India, Performance Engineer | Senior Enterprise Technical Architect | TOGAF 9.2 Certified, HR Business Partner at Wargaming Ive had a couple of almost immediate responses to scathing comments recently even giving a point of contact. See the full leadership team at Craft. Over the years I have written to various Customer Experience Directors at BA about short coming in their service in premium cabins. The gold line service when you get through ( some delays but not too bad compared to the public sector!) Prior to his appointment at Aer Lingus, Sean served as Director of Network and Alliances at British Airways, and a member of the Management Committee since 2016. What is Sean Doyle's role at British Airways? 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. On the subject of drinks, Id like pre-departure drinks back properly instead of the ad-hoc service that seems to happen now. Bio Ritmo Academia, Electrical engineer from NED University of Engineering and Technology. I hope that in the coming months youll notice a significant move towards a better BA, driven by our people to deliver a better experience for you, our most loyal customers. I had to stop reading because there is so much. Sign up for a free account. Even if there was just a form you filled in for non-urgent enquiries, it would be a start. Thanks Millie for the perspective. Theyll take a while but they do get back to you eventually. I was just a humble Economy passenger, but our party of 4 used the lounge which is the current BA offer at Gatwick North beforehand and it exceeded our expectations excellent range of food and drink, and the Library was a lovely peaceful area. Emails were not answered and I only managed to change the flights by getting through on the chat. Our CW flight to MBJ didnt have any premium gin from the outset (Tanqueray was on the menu card). From travel apps to testing, behind the scenes we have been working tirelessly to make sure that British Airways continues to be the airline you can trust. The one tray option in Club is also grating. 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. The moment Mille, Steven, myself and thousands of others are actually free to interact and offer a modern aerodynamic (pardon the pun) without looking like a circus contortionist then something is wrong. Crying children with their toys in the cases. FGE, Associate Director, Global Field Excellence at Alnylam Pharmaceuticals She graduated from Fundao Getlio Vargas in Business management. While British Airways are indeed the ones making the decisions on how to manage their call centers and customer support lines, constantly changing rules and at times a lack of clear direction for the UK Government on what their rules and restrictions would be on COVID-19 over the last 2 years. He graduated from Staffordshire Polytechnic with a BSc (Hons) in Information Systems and is a Fellow of the British Computer Society. 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]. Copyright 2021 - 2022 AviationSource LTD. All Rights Reserved. # Cost of flights. Previously he had been Chief Financial Officer (CFO) and Head of Corporate Functions at Iberia Express. Something else that needs sorting is bus gates at outstations when airbridges are available. (business & personal). Get Contact Info for All Departments. On departure 3 of the 4 toilets were not working and we were not allowed to use the unused first class toilet because first class was being used as a crew rest area. Ok but nothing more. What are your thoughts on travelling with BA at the moment? It is absolutely clear that they are 9n the skids and so Qatar and others will pick up a lot of business. And our colleagues are excited. Most of what I have heard and seen recently is a lot of talk about being a premium airline but not much action except the deadline for fitting the B777 Club Suites by the end of the year. Biography The son of a Garda sergeant originally from Wexford, Doyle was born and grew up in Youghal, Ireland. A message from our Chairman and CEO, Sean Doyle | British Airways Ive already mentioned in my previous postings most of the pertinent points you have made, so would just like to fully endorse all your comments, and to add that BA has little time left to improve their overall product, and continue to hide behind Covid. A message from our Chairman and CEO, Sean Doyle | British Airways A message from our Chairman and CEO, Sean Doyle Published: 17 May, 2021 Dear Customer, We recently received welcome news from the UK Government giving us clearance for take-off once more from today. In-depth interview with new British Airways CEO Sean Doyle British Airways, the national carrier of the United Kingdom and subsidiary of International Airlines Group (IAG), is a founding member of the oneworld alliance and has a number of joint ventures, including across the Atlantic, to Asia and with Qatar Airways. There is so much wrong with how we have to deliver the product there is almost nothing right. # Paying for business class seats when status does not allow or your not a BA member IMHO there is no need to increase the cost to cover the price, the price of a business class seat is high enough to cover it, just ridiculous to expect people to pay for a seat when your spending 3,4,5,6 or even 7K for a seat. *IF* Sean makes real improvements upto a competitive level and they are reliably delivered for several months I will experiment with them but for now BA remains #BeyondAbysmal and #BestAvoided because they not only deliver sub par product & service but charge a ridiculous premium for it. I flew BA long-haul yesterday and was taken ill. This isnt all down to the staff, but there seems to be a malaise over BA where there is no ambition to make a really positive customer experience. Thankfully we gave them a paper claim to get our case back, even though they said we didnt need to. Why are travel refunds taking so long now? On our last Club flight back from Atlanta in November 2021 breakfast was appalling for me! BA are holding millions of our cancelled Avios point bookings and tax money. The email also listed out that the airline had taken the feedback from customers and confirmed that they would be rolling out their club suite on as many aircraft as they can, as quickly as possible. He started at KLM in 1995 and carried a number of positions in Sales & Marketing, Alliances and M&A. The son of a policeman, Sean Doyle grew up in Youghal, Co Cork. Their in flight staff are amazing. Before that, he was director of planning and management control at Air Nostrum. [1] [2] He earned a bachelor's degree from University College Cork (UCC), [1] before going on to train as a management accountant. If Ive done it how many thousands of others have costing BA millions in lost revenues. Its very hard for many people to get hold of BA even with Gold status and BA Holidays are often even worse. Pre departure drinks are not ad hoc, we have been doing them for several months already. Per - Bolivia Sean first joined British Airways in 1998, where he began his career as a financial analyst. Most of that has disappeared now with the highest prices I have seen since I started blogging to the US and Canada in particular. Id hope that means you get a choice of starter again and a choice of desserts as before. Which Airline Has Had The Most Crashes in the U.S? 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. Even Chocolate bars gone & replaced with Lindt chocolate balls x 6. 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. has for us been outstanding still. Book through GTC to receive extra perks on your booking at no additional cost. My flights back to LHR are now only 5 hours however, CW has been replaced by CE so sitting in an economy seat with no TV or in seat entertainment, a very poor meal service and terrible overall service has meant that I have switched to airlines which offer a proper service. Mixed fleet crew were above average for mixed fleet apart from one surly old woman who clearly wanted to be anywhere but at work!! I flew with KLM to Munich via AMS in business for a social trip at the end of last year and it just felt different. She graduated from Fundao Getlio Vargas in Business management. We recently took a 4 hour delayed flight in Club to Nairobi. And so do my family. Lots t, Review of @movenpickalmarjan in Ras Al Khaimah is, Not only was this an amazing empty leg flight on t, @flydubai #b737max business class. I also like the fact that he has actually sent out the communication. IATA has publically expressed disappointment at the recent Federal Budget of Canada in what it, Airline manufacturer Boeing has jointly announced the news of two major purchases of 787-9 Dreamliner, One Air is set to become the UKs newest all cargo airline. They all stood waiting between the gate staff and the airbridge for 10 minutes, as the aircraft wasnt quite ready! She previously worked at GSK Plc for over four years in a variety of senior roles and more recently as Senior Vice President, Legal Head Group Transformation and Separation. Ive used the opportunity to do the bare-minimum to keep Gold and decided to build status across other Airlines / alliances instead. They are now too far behind the world leaders to catch up. My recent LGW Club World experience was consistent with the themes raised. Did you appreciate Seans email? Were always here to help. Covid excuses no linger wash and some of us like to walk around, choose our own food and serve our own LPGSoh sorry that has been replaced too. Over the last few months I have moved from Tokyo to Cairo. It has received nothing like the level of financial and non financial Covid support of any other airline in Europe. However, my patience ran out last last year: BA and BA holidays are impossible to contact, generally uninterested and they collectively cancelled or rescheduled over 20 of my flights last year. However, now that the UK government has announced the removal of all restrictions on travel it is time for British Airways to once again look to the future and rebuild the airlines image. Penny pinching at Club level is not good. Sean Doyle. Supercharge your prospecting on LinkedIn and across the the web, 10x your recruitment & sales conversations. Consumer Alert: Good luck getting those fees back! It is about time that if you order a special meal that some choice should be given especially in premium cabins. Evergy, Software Engineering Manager at Verizon Connect Our award-winning daily newsletters keep you posted on our random acts of consumer advocacy. If all you have is young inexperienced overworked underpaid unmotivated staff that no longer see the job as a career. Breakfast which I didnt hve was chicken omlette or some kind of quiche. A recent Denver-LHR leg in Club Class saw a very disappointing one-tray meal. Other executives include Rebecca Napier, CFO, Executive Director & Board Director; Calum Laming, Chief Customer Officer and 5 others. Again its down to poor IT. Sean Doyle's Professional Skills Radar Be glad when Ive used all my 241s and avios so I cut cut more ties to BA. our privacy policy and advertising disclosure here. Baggage tracing has been talked about for a long time. Wow !! Now, I only fly BA because of the 241- I have nine of them to use and Im too tight to pay for premium cabins with anyone else- but really, Im starting to get nervous about my next BA trip. Sarah has lived and worked in Switzerland for over 10 years where she worked for Alexion Pharmaceuticals as VP, Legal - International and at Novartis Pharma in a variety of global and international legal roles. And at least Ryanair staff are jolly; this lot are generally workshy and totally lacking in interest in their passengers. Lets not forget that BA operates in an almost uniquely competitive environment. Companies don't like to give your money back especially if it's a fee. IAG - International Airlines Group - Management Committee 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. I had an aneurysm, but British Airways is keeping my money. Fernando Candela became IAGs chief transformation officer in October 2020. A national disgrace! Sean joined British Airways in 1998 and qualified as a Management Accountant (ACMA). Now we have smiley staff who dont have a clue about premium products and service. Alternatively its possible from an overseas station there was no champagne supplied for the service because in many places customs dont allow us to open bonded liquor bars until flight. our ContactOut Chrome extension. The crew rarely came round to see if there was anything we needed. My thoughts from our recent Club World experience. She was previously Brand and Customer Experience Director at British Airways (2017-2021), Chief Customer Officer at Iberia (2015-2017) and Marketing Director at Iberia (2011-2015). Since Sean Doyle took over he has been keen to emphasise that his focus is on making BA a premium airline. Note: If youre having customer service trouble, please use our proven methods for fixing any consumer problem before contacting the company directly. A good friend has always flown Emirates business and F. We convinced him to fly F to New York with BA. For example, our operations teams are working on a new baggage tracing system, allowing you to track your bag via your phone throughout your journey. My Whirlpool stove is defective again. I wish them well, but if I have to spend high to fly them, Id rather choose a competitor where the value for money is better. If you missed out or didnt get offered one then it may have been because we are still not flying with a full crew compliment and in a full club cabin I have known times when there are only 2 of us trying to get pre departure service completed against a stream of WTP and WT passing through the cabin. Making remote or global hires? Its a right faff having to call BA Holidays in London during UK hours if you happen to be outside of the UK and need to do something that only their call centre can deal with.