British Airways today revealed plans to enhance the passenger experience, both on the ground and in the skies. Among the changes promised by British Airways are new check-in zones, a baggage tracking system, and plant-based menus in lounges. Changes should start to be seen as soon as next month.
The word "enhancement" doesn't historically have a good reputation at British Airways. The term was ironically adopted by frequent flyers and associated with passenger experience changes generally seen as unfavorable. A great example was the move from free catering to a buy-onboard menu in the short-haul economy cabin. It seems the days of these ironic enhancements may be over.
Enhancing the lounge experience
The passenger experience enhancements start in the airline's lounges. The airline is due to roll out a new plant-based menu at its London Heathrow lounges. This will provide more culinary choices for passengers originating in the UK before eventually rolling out at the airline's US lounges.
Around two years ago, British Airways issued a final boarding call for single-use plastics. As part of its commitment to cut usage, the airline is replacing all plastic water bottles in its Heathrow lounges with glass and introducing more water bottle filling stations.
British Airways had introduced an order at the table system for catering in its lounges during the pandemic. The airline believes that this is a positive change, and thus it will stick around for the long term.
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Undoing some pandemic changes
One of the most significant changes introduced during the pandemic was an altered catering offering. This led to simplified offerings in many cabins to reduce physical interaction between crew and customers. While some of the changes have been undone, some remain. The good news for passengers is that British Airways is looking to move to a service similar to what passengers would've received before the pandemic. This will start with the short-haul business class cabin before changes make their way to long-haul flights.
A better baggage experience
British Airways also wants to make the baggage experience better for all. A new tracking system will allow passengers to see where their bags are while traveling. Most people are used to dropping their bag at check-in and not worrying about it until they reach the baggage belt. The new system should give passengers peace of mind that their bag has made their flight, and where in the world it is if it missed the flight.
Speaking of check-in, the airline will also introduce a new zone. Premium economy passengers currently have to check in with economy passengers unless they have frequent flyer status with the airline or its partners. Passengers traveling in this cabin should receive their own dedicated check-in zone moving forward.
Commenting on the changes, Tom Stevens, Director of Brand and Customer Experience at the airline, remarked,
"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."
What do you make of British Airways' enhancements? Will they improve the passenger experience? Let us know what you think and why in the comments below!