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Chairman’s statement

2012 Olympic logo & customer

Last year we were asked to be the customer service champion of the London 2012 Olympic and Paralympic Games. We are very proud – as one of the eight UK sponsors and the official airline for the Games – to have this key role.

London 2012

Last year we were asked to be the customer service champion of the London 2012 Olympic and Paralympic Games. We are very proud – as one of the eight UK sponsors and the official airline for the Games – to have this key role. It matches our own efforts to focus on world-beating customer service and is proving to be very inspirational for everyone at British Airways.

I am convinced the Games will also provide a much needed and timely stimulus to the UK economy.

Customer trust

Finally, I want to thank all my colleagues for the incredible work they have done this year.

I also want to thank them for their efforts in restoring and rebuilding the trust our customers have in British Airways, so badly shaken in the early days of Terminal 5.

In the end, winning and maintaining the loyalty and support of our customers provides us with the best chance to create a sustainable business which will thrive once economic conditions improve.

After nine and three years respectively as non-executive directors, Dr Martin Read and Chumpol NaLamlieng have decided not to seek re-election to the Board at this year’s annual general meeting. I would like to thank them for their dedicated service to the Company, and in particular for Martin’s chairmanship of the Remuneration Committee.

Martin Broughton, Chairman

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