British Airways is undergoing a £7bn tech transformation, with a significant portion, £100m, allocated for investments in AI and machine learning to improve flight punctuality. This initiative aims to enhance customer experience through the implementation of new digital platforms, including a revamped website, mobile app, and on-board messaging service.
The airline’s new website and mobile app will offer personalized services to users, with a new ba.com browser already undergoing BETA testing. This browser will introduce self-service options and additional features for customers. Additionally, starting April 3rd, British Airways Executive Club Members will have access to free messaging via the airline’s WiFi service.
To modernize customer relationship management, British Airways will utilize Microsoft Connected Teams software, enabling seamless communication between customers and support teams both on the ground and in-flight. Furthermore, the introduction of a WiFi-enabled customer care service will facilitate easier assistance from cabin crew during flights, potentially saving time and enhancing the passenger experience.
A significant portion of the transformation budget, approximately £750m, will be dedicated to migrating the company’s IT infrastructure to the cloud, a move expected to be completed by early 2025. This shift is anticipated to streamline operations and enhance scalability and flexibility.
British Airways’ chairman and CEO, Sean Doyle, expressed optimism about the transformation program, emphasizing its focus on improving both employee and customer experiences. The investment underscores the airline’s commitment to innovation and adapting to evolving consumer preferences in the digital age.
“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,” Doyle stated.
Doyle said that British Airways would remain committed to leveraging tech to help ease customer pain points.
“British Airways undergoes £7bn tech transformation” was originally created and published by Verdict, a GlobalData-owned brand.