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The way we run our business

The marketplace

Terminal 5

Terminal 5 continues to impress our customers. They are enjoying improved punctuality, shorter check-in times and an altogether smoother travelling experience.

Around 21 million customers used the terminal during the year and customer satisfaction has increased noticeably since opening. In direct response to customer feedback, we have further improved the experience since opening, for instance by introducing a dedicated premium check-in zone.

Onboard experience

The new Club World cabin layout was introduced on our Boeing 747 aircraft in 2007/08 and the roll-out was completed last year. Combining new levels of comfort, greater privacy and choice, the layout has achieved an increase in customer satisfaction, of over 20 percentage points. We are now rolling out the new cabin on our Boeing 777 aircraft.

Later this year we will introduce a new First cabin and the new aircraft we have on order will allow us to introduce further innovations including new seating in World Traveller Plus and World Traveller. Our new London City to New York JFK service will use Airbus A318 aircraft in an all-premium, 32-seat layout. This service is the first north Atlantic service from London City airport, and it will offer customers full mobile text and data services.

The new on-demand in-flight entertainment system has also been well received. Customers like the increased flexibility and the wider choice of movies, TV programmes, audio and interactive games.

We have improved the onboard experience for our premium shorthaul customers, offering them greater space and privacy by keeping the middle seat free. Also, we have not forgotten our youngest passengers who can now enjoy an entertainment pack on longhaul flights featuring that much-loved character, Paddington Bear.

ba.com

ba.com – our online portal – is not only becoming more popular with customers, it is also helping us to drive down costs and increase revenues.

Almost a third of all our bookings are now made on ba.com, with almost half of all European leisure fares sold via the UK site. This year we introduced a new feature allowing customers to upgrade their booking at any time between buying a ticket and checking-in online.

A large number of our passengers now check-in online. They clearly enjoy the convenience of this service. For that reason we have now launched a popular new service, allowing customers to check-in or access real time arrivals and departures information through their mobiles.

During a recent survey, two thirds of respondents rated ba.com as Excellent or Very Good – which is proof that our creative development of the website is providing real value to our customers.

Average payment performance

91%

of payments were on time in the UK.

“During a recent survey, two thirds of respondents rated ba.com as Excellent or Very Good – proof that our creative development of the website is providing real value to our customers.”

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