British Airways CEO Sean Doyle has written to passengers with a ‘personal commitment’ to ‘build a better BA’.
He said the new, improved version will be ‘an airline you can trust and rely on and that offers great customer service, with someone always available to help’.
Mr Doyle said the week-to-week change over the past two years has been ‘relentless’, but said he was not making excuses for things that should have gone better.
He said: “2022 is the year we’re finally able to rebuild and re-energise our airline.
“My number one priority is to address the customer call centre issues many of you have experienced and may still be experiencing.
“In the face of constantly changing and complicated travel restrictions the length of time it’s taking us to take calls has naturally been longer, which has pushed up our waiting times.
“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.”
Mr Doyle said BA passengers in Euro Traveller will continue to get complimentary water and snacks; the airline is improving meals and choices in all cabins and will continue its table ordering service in lounges.
He added BA is working on a new baggage tracing system, allowing passengers to track bags via their phone throughout the journey.