BA unveils £7bn transformation plan and resumes two Asia routes

By Kelly Ranson
05/03/2024
Home » BA unveils £7bn transformation plan and resumes two Asia routes

British Airways has announced a £7 billon transformation plan, which includes new short-haul seats, a digital overhaul and a return of its services to Bangkok and Kuala Lumpur.

Chairman and CEO Sean Doyle said the investment will take place over the next two years.

He said: “We’re going to take delivery of new aircraft, introduce new cabins, elevate our customer care, focus on operational performance and address our environmental impact by reducing our emissions and creating a culture of sustainability. We’re also heavily investing in the development of a new ba.com website and app and are laser-focused on transforming our business and fixing any pain points for our customers.”  

Flights from London to Bangkok and Kuala Lumpur are set to return for the first time since the pandemic. A daily Heathrow to Kuala Lumpur service will resume in October, while a Gatwick to Bangkok service will operate three times a week from November.

Additionally, from May this year, new short-haul seats will be introduced on eight Airbus A320neo and A321neos. They will feature new cabin interiors, extra-large bins for overhead luggage and USB-A & USB-C charging ports in all seats. Club Europe seats will see the return of the leather tray that sits between the aisle and window seat.

As part of the investment, BA will also introduce a new website and mobile app so passengers can make changes to their journeys online, rather than having to call one of the airline’s customer care centres. The new site is in beta testing and will be rolled out by the end of this year.

On board, Executive Club members will be able to send messages free of charge on a single device using the airline’s wi-fi , regardless of which cabin they’re travelling in.

Last week the Which? Annual airline satisfaction report , compiled from passenger experiences, put British Airways in the bottom five.

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