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. What are your thoughts on travelling with BA at the moment? Twice now they have put me as both the passengers, instead of my wife and I. In sadness. As for their phone lines shocking! Spent an un, Thought @etihad was impressive in business class f, The stunning adults only Sunset Pool at the @waldo, Final early morning beach visit @movenpickalmarjan, Breakfast influencer style with a floating scrumpt, A stunning night at @sonara_camp in Ras Al Khaimah, First time on @klm long haul and lucked out with a, Travel companies, luggage, travel tech & apps, Virgin Atlantic and Virgin Atlantic Flying Club, The call centre wait times and social media. More hot air from the latest ceo to take the helm. I was once a BA employee back in the 1990s. And our colleagues are excited. Hi Michele. In spite of all of this, yes it still has to do much better. Between 2003 and 2012 he carried out directing positions for several departments at Grupo Uralita. Waste of time. He is responsible for all the Groups IT and Digital activity including Cyber Security and Data. Nobody answers the phone. Cabin Staff clealry not with it any longer, needing to be reminded what request had been made, not responding to call buttons, and very very slow and assistant service almost as if they are all finding their way. He reportedly earns 3-8 million USD in annual compensation. Over the years I have written to various Customer Experience Directors at BA about short coming in their service in premium cabins. If all you have is young inexperienced overworked underpaid unmotivated staff that no longer see the job as a career. booking and troubleshooting an airline ticket, Labor disputes at American Airlines and British Airways put travel plans at risk. Lets not forget that BA operates in an almost uniquely competitive environment. A national disgrace! Im also disappointed with the Club Suite really.storage is not adequate on the 777 anyway! Ive been dedicated to BA for circa twenty-five years. They are still hiding behind the covid nonsense an an excuse not to provide a full service. My flights back to LHR are now only 5 hours however, CW has been replaced by CE so sitting in an economy seat with no TV or in seat entertainment, a very poor meal service and terrible overall service has meant that I have switched to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. On our last Club flight back from Atlanta in November 2021 breakfast was appalling for me! I dont think I have ever seen so many replies to an article on here !! Location London, GB Work CEO British Airways @ British Airways CEO Aer Lingus @ Aer Lingus Director Fleet Network and Alliances @ British Airways see more Education CIMA ACMA 1994 - 1997 University College Cork Its a pity that Sean has to undo all of the work that high viz Alex Cruz did to destroy BA by turning them into RyanAir. Please dont say it is Covid related?! Sarah joined IAG in November 2022 as General Counsel and is responsible for the Groups legal and associated compliance activity. Any airline can have a great hard and soft product- tangible and intangible resources can be COPIED if you have the money as an airline and want to spend it. Sean Doyle works in the Airlines/Aviation industry. A good friend has always flown Emirates business and F. We convinced him to fly F to New York with BA. Im retired. You might have seen our new advert, starring the real people of British Airways who are always working to keep you safe. It has received nothing like the level of financial and non financial Covid support of any other airline in Europe. It would be awesome if we could message you quickly & easily using Signal or WhatsApp. Getting them to that level is another matter. More articles in front line places like popular travel blogs and sites have a way better chance of driving change than anything Mille or Steven or I could not make clearer to management. Just got back from Switzerland. Stay up to date with all our latest developments and corporate news, Significant shareholdings and treasury stock, Corporate governance and directors' remuneration reports. I have a medical condition so must have only gluten free food. Guess what! at Personally I dont care if it comes on a trolley or the back of a donkey as long I dont wait for ages. Had lots of excuses, poor justifications and promises of improvements. The key to me at the moment is the onboard service. Sean Doyle email address & phone number | British Airways CEO British Its very hard for many people to get hold of BA even with Gold status and BA Holidays are often even worse. I know your loyalty has been tested and I want to assure you that we dont ever take it for granted. Every aspect of this strategy is to help make your journey more seamless and enjoyable. Staff advised everyone to do it online. Having joined in 1992 on the BA Graduate scheme. Id like to say before I give my take on the announcements that I am the highest status you can earn on BA as a Gold Guest List. In addition, were working hard to improve the quality of the meals and choices we serve across all cabins and rolling out our Club Suite on as many aircraft as we can, as quickly as we can. One word. Carolina Martinoli isChief of People, Corporate Affairs and Sustainability Officer at IAG. British Airways - Elliott Report I like the cocktails on board too but Id like to see them changed more frequently. I have just traveled long haul in BA First Class (new BA B777-300ER cabin config) and frankly Sean has a challenge on his hands, but one on which I wish him well. CEO British airways email address Notices Join in and register on theDIBB You will need to register before you can post: click the register link below to proceed. 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. National carrier! They claim they offer a premium meal in the sky, but to be frank, the Full English still has no bacon, and it is basically scrambled eggs and a few mushrooms. 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. Sean Doyle works in the Airlines/Aviation industry. I realise that Sean cant criticise his own IT folks publicly, but some acknowledgement that the problems are being addressed would be helpful. Input your search keywords and press Enter. British Airways on Twitter: "Our Chairman & CEO, Sean Doyle, has 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. Having already had a flight last month to Phuket travelling with Qatar airways, it makes me realise just how far behind BA have become as an airline. Experience British Airways 18 years 10 months Assistant to the Chairman &. Consumer Alert: Good luck getting those fees back! All this was bad enough but then I tried to get some sleep but the light above my part of the cabin was quite bright. 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! We all lead busy lives and have better things to do than holding on the phone. The Covid hiatus, with many planes taken out of service, presented the airline with an unprecedented chance to catch up and speed up the introduction of Club Suites across all the remaining planes. My wife and I are due to fly out to SJO in a couple of weeks. CLAIRE BENTLEY, BRITISH AIRWAYS HOLIDAYS' MANAGING DIRECTOR . Its all really been said above. The airline sent shockwaves through the industry in late 2020 when it announced the immediate retirement of its entire Boeing 747-400 fleet and the reintroduction of its Airbus A380-800 superjumbos and aircraft which many in the industry had expected to see retired globally with airlines financially struggling with the double-decker even in a thriving global aviation market. (business & personal). Penny pinching at Club level is not good. Aviation StraightTalk Live with British Airways CEO, Sean Doyle Im going to Brisbane via Sydney this year and BA have put their F to nearly 7k min from 5.4k. Why are travel refunds taking so long now? Ok but nothing more. Prior to this, Sean was Executive Vice President Americas from 2013 to 2015, overseeing BA's commercial business in the United States, Canada and Latin America. Marco is a graduate in Economics from University of Bolonia and took an EMBA at IMD (Lausanne). Agree completely Michele; he has a huge challenge with repositioning BA to being a credible premium brand. It has had to deal with the most restrictive and ever changing travel regulations. As they say, the proof is literally in the pudding! We booked a BA holiday and the GLA-LGW connecting leg was cancelled 2 weeks before we were due to travel. The turnout of the crew was dreadful sloppily dressed and whist hanging around the airport on arrival with blouses hanging out, cravats askew, an Aeroflot crew walked past them fresh from landing looking well groomed, smartly dressed, with heads held high the contrast was shocking. Did we mention it's free? Non-executive director and Chair of Audit Committee, Land Securities Group PLC. 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: Put it simply dont charge for premium if you cant delivery premium. We publish the names and emails of customer service managers. Copyright 2021 - 2022 AviationSource LTD. All Rights Reserved. Airbnb banned me because I used to live in Russia. If there are any positives to come from the past year, one of them is our ability to innovate. John was previously Group CIO for Rolls-Royce and has over 30 years IT experience performing roles throughout the IT lifecycle across several industries. I could write a book about how poor my experience has been with them on occasions just over the last 12 months. My recent LGW Club World experience was consistent with the themes raised. 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. John became Chief Information Officer (CIO) in September 2019. address is s****[emailprotected]. Sean wasnt hired to make fundamental changes, said an IAG insider according to the Financial Times. As for the Contact Centres/Twitter/Facebook Messenger it is an absolute disaster I have a message from a query that says Im connecting you with an agent who can assist, please note it may take longer than usual as we are busy this was on the 17th January, and yep, you guessed it. at BA has a mountain to climb, Better posting on BAs Facebook page. Julio Rodriguez was appointed IAG Interim Director of Strategy in October 2022. I genuinely dont know what is premium about that- I know this sounds a bit first world problems, but when you are buying into something that is claimed to be premium you sort of expect that, dont you? Ive now got super experienced crew that want to work in Club/First and are now in Traveller and inexperienced crew working in the premium cabins. They all stood waiting between the gate staff and the airbridge for 10 minutes, as the aircraft wasnt quite ready! Which Airline Has Had The Most Crashes in the U.S? Could be just words though. It is about time that if you order a special meal that some choice should be given especially in premium cabins. Since Sean Doyle took over he has been keen to emphasise that his focus is on making BA a premium airline. You have the low cost model trying to be sold as premium and failing. Items 2 and 3 are things they have been already doing for a long time. If Ive done it how many thousands of others have costing BA millions in lost revenues. To say the experience of flying business in Emirates is a level above BA would be an understatement. Tomorrow they are filming a Q&A and telling cabin crew what theyre going to do to make BA a better place to work. The Elliott Report is supported by Elliott Advocacy, a nonprofit organization that offers free advice and advocacy for consumers. If you need help with any problem,please contact us through this form. Choices of food and wine run out before they get to you. "Bookings remain very resilient."British Airways CEO Sean Doyle talks business as the travel industry comes out of the pandemic. We had a connecting flight to Newcastle with a long wait at LHR. As of 2023, Sean Doyle's net worth can be between 10-15 million USD. Fernando Candela, LEVEL chief executive, is joining the Group's management committee in a new role of chief transformation officer. Priority bags out last both outbound and return, one tray service of mediocre economy food and a lack of proactive cabin service. So we are still using the #covidexcuse long after many other airlines have returned to close to normal. Book through GTC to receive extra perks on your booking at no additional cost. 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. Its just tired! Sorry, but BA is a national embarrassment in my eyes and possibly beyond redemption. Prior to joining IAG, Julio was Managing Director of NIKI Luftfahrt in Austria, Chief Commercial Officer of Airberlin in Germany and Chief Commercial Officer of Vueling Airlines in Spain holding further senior roles there from 2006. (function($) {window.fnames = new Array(); window.ftypes = new Array();fnames[0]='EMAIL';ftypes[0]='email';fnames[1]='FNAME';ftypes[1]='text';fnames[2]='LNAME';ftypes[2]='text';}(jQuery));var $mcj = jQuery.noConflict(true); You can read how we look after your data here. Arrived at Terminal 5 but nobody could be bothered to put our luggage on the carousel. The same meal both ways. Only went via there because I couldnt do what I needed to do online, didnt have the time to repeatedly call, be cut off or sit on hold for hours this, combined, is something Sean ought to be really investing in to fixing frankly, their book with confidence policy is actually the opposite for me I worry what happens when something actually goes wrong, and you have very few means to communicate with them rapidly. We know that when these complaints get to the right level at British Airways, they are resolved quickly. Our teams across the airline have been through a lot, and I am looking at what we need to do to recognise and reward the people we know make a difference to your journey, and ensure they have everything they need to feel empowered to do the right thing by you every single day. I sincerely hope his trip back will be better! the focus now for the vast majority of people is price and BA provide many benefits for those who pay and want them and less for those who dont people have the choice . Sign up for a free account. Ground services which are a delight and lounges in their hub at Doha which are beyond amazing for the wuality and level of service and product. talk is cheap. All the food would have been returned causing potential wastage. The problem with one tray apart is that there is only so much room so in effect you are getting a Club Europe short-haul meal in terms of volume and the starters/desserts. Just flew back overnight from Nairobi and can honestly say it was one of the worst BA experiences ever. I doubt BA could offer this as first class, let alone business class. Wow! After all, they're British. Under: "this week I have briefed teams across the airline to do all they need to, to tackle the issues we know you're facing so we don't let you down" . The loyalty has gone completely. Evergy, Software Engineering Manager at Verizon Connect Adam joined Avios in October 2018 as Chief Commercial Officer. Mon 12 Oct 2020 at 04:04. Apparently, BA considers that they can charge a premium due to the new club seats and demand. 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. Sean Doyle Appointed Chief Executive Of British Airways On a recent long haul flight, they didnt bother to offer anyone breakfast, including any hot drinks. Not even a general tv screen showing a map! Gerente de Lnea # 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. When we can we travel twice a year to Atlanta we fly either Club or First. British Airways Plc, WatersidePO Box 365Harmondsworth, UNITED KINGDOM UB7 0GBhttps://www.britishairways.com, Main: +44 20 8738 5050 Customer Service: (312) 843-5794Toll Free: (800) 247-9297. Building a Better British Airways, CEOs Email to Customers Before that she was chief executive and chairman of IAG Cargo, a position she held for four years during which time she expanded the organisations digital capability and strengthened customer focus. First was great, we felt valued but as there are so many new Club Suites we felt just a number, same level of service as if we were in Economy. Sean told the Financial Times Putting the premium proposition into the heart of what we do is going to be key, he told the Financial Times at BAs headquarters near Heathrow. Baggage tracing has been talked about for a long time. A weak excuse/ apology now is just too little too late BA. So we were not expecting much from last nights flight but when we were asked whether we wanted the beef or cheese panini for dinner, we knew BA had sunk to rock bottom! Fernando Candela became IAGs chief transformation officer in October 2020. Sean Doyle was appointed Chief Executive of British Airways in October 2020. There was a consistency with both the onboard experience, and the lounge experience which was refreshing, something I miss with BA where it is very hit or miss at the moment. Pretty impressi, Room with a view at @jumeirahsaadiyat. The airline is working towards carbon neutrality by 2040 however, it recognizes that in this new post COVID world the airline has a chance to be able to redesign and rebuild its image and standing in the new global market. Where have the hot towels gone for pre-departure! Emails were not answered and I only managed to change the flights by getting through on the chat. BA, get your act together, youre haemorrhaging premium customer by charging premium prices, and youre no way near giving a premium service. Spot on when you say While the majority of the food has tasted OK, it reeks of cheapness. British Airways often responds to customer feedback or third parties. at 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. British Airways CEO Email & Net Worth | Sean Doyle Salary & Wife British Airways CEO, Sean Doyle, in Keynote Speech - YouTube They have wasted their legacy and headstart from Lord King and Colin Marshall. What an experience. FAA allocates university grants to tackle aircraft noise, 110 Ryanair Flights Cancelled Due to France ATC Strikes, Canadian Budget Leaves IATA Disappointed with Future Outlook, Ryanair Flight Suffers Burst Tyre in Dublin Airport. During his time at British Airways, Sean held a number of senior roles including Finance Director BA Cargo, Head of Corporate Strategy and Executive Vice . He also clearly doesnt understand what the food in club world of the last few years is like, I would best describe it as similar to 1990s package holiday charter flight fare. Before the pandemic, I used to forgive BA for not having the greatest business or first class compared to other airlines because you could get decent deals in sales or booking far ahead. (Well, the prices are eye-wateringly premium at least!). Please visit our Help centre for more support if you have a question about your booking or flight. Is this British Airways flight bad enough for you? In 2001 he was appointed as General Manager for Central Europe. Completely agree re worry about needing to contact and not being able to. Wine list was non committal as to specific wines probably whatever Sainsburys are doing at 25% off for 6 bottles or more. Having convinced my friend to fly Club to Tenerife last Sat (hes chasing a quick silver tier) I duly dropped him off early at T5 (and swallowed the 5 drop off levy) to avail himself of the benefits of a premium booking. Im sure I speak for the majority of people when I say Id much rather you automate everything as much as possible for those that want it. 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. Sadly Ive heard lots of similar stories this weekend. 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. I could never understand why on my flights with Singapore, Emirates and even United, food wasnt burned, seats worked and IFE usually worked well. BA are holding millions of our cancelled Avios point bookings and tax money. Their smiles and their enthusiasm to get back to doing what they do best, serving you, is very real. 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 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. F to Mexico City at start of 2020 was 1900 but they did run out of champagne after just a glass each on the return flight because they had under-supplied or the very average crew had given it to themselves and their friends! Every time? British Airways's CEO, Chairman is Sean Doyle. For a while the standard excuse especially on 747 and 777 was to blame Boeing. Alnylam Pharmaceuticals, Director, Upstream Business Development at NextEra Energy Resources Chart, Frequently Asked Questions about Sean Doyle. I think the combination of the storms with the very busy half term weekend has caused a major breakdown with luggage and stands at T5. The decision to allocate positions in rotating groups and not experience has been commercial suicide.