Global Travel Management | Business Travel Specialists

Walsh spells out IAG coronavirus safety plans

12, May 2020/in Coronavirus /by Dave

Willie Walsh has told a committee of MPs his plans for ensuring the safety of passengers and crew while the coronavirus epidemic continues.

Willie Walsh, chief executive of IAG, gave evidence to the House of Commons Transport Select Committee yesterday (Monday, 11 May)
Image: StuBaileyPhoto/Wikimedia-Commons/parliament.uk

Walsh, chief executive of International Airlines Group (IAG) was facing MPs gathering evidence for the Transport Select Committee.

He explained,

There is very little evidence of any passenger to passenger contact spreading of the coronavirus. That’s not to say people on flights have not got off and subsequently tested positive and spread it as a result of that.

Walsh went on to explain the measures IAG – comprising British Airways, Iberia, Aer Lingus, Level and Vueling – will take:

We will take all measures and we are working with regulators to implement what I hope will be a common system across – let’s start with – Europe, and hopefully globally, will take measures that need to be taken at airports, on board the aircraft and to ensure that all of the responsible authorities are able to track and trace everybody who has come off an aircraft to ensure that, if there is anybody that tests positive, that they can be tracked.

We are working with a number of regulators. EASA, the European Safety Agency, will be publishing a draft document some time this week which will set out the regulations that they will propose to the EU27. I expect that to be a comprehensive document which will deal with all aspects. We will follow any regulation that is introduced to ensure that people can be confident that it is safe to climb aboard an aircraft in this environment.

HRH The Prince of Wales sees how British Airways is investing in sustainability

25, February 2020/in News /by Dave

His Royal Highness The Prince of Wales has toured British Airways’ engineering base in Cardiff, seeing first-hand the changes, large and small, which the airline is making as it works towards more sustainable flying.

In front of more than 400 BA staff, His Royal Highness was shown the nose-to-tail focus on sustainability from the heavy-weight investments in new fuel-efficient aircraft, to the smallest detail of using a light-weight solder in aircraft repairs, bringing down the carbon footprint of each journey.

British Airways is forensically assessing its entire operation to find the little changes which add up to a big change of direction.

His Royal Highness The Prince of Wales was shown around a Boeing 787-9, one of the world’s most efficient aircraft. British Airways is investing in a further 73 fuel-efficient and quieter aircraft to arrive before 2024.

Each First-Class duvet is now made from 19 recycled plastic bottles.
Replacing seats on short-haul aircraft with new lighter weight versions saves 9,100 tonnes of CO2 per year. That’s equivalent to more than 350 return flights from London to Berlin.
British Airways now taxis to the runway using a single engine taxi on short haul flights, saving 3,700 tonnes of CO2 per year, equivalent to more than 100 return flights from London to Madrid.
The airline’s lighter cabin trolleys save 5,000 tonnes of CO2 per year; that’s a saving equivalent to more than 300 return flights from London to Paris.
BA now retract landing lights earlier on our A320 fleet, burning less fuel and saving 8,000 tonnes of CO2 per year; a saving equivalent to 150 return flights from London to Athens.
Plastic swizzle sticks have been replaced with bamboo versions, saving 45 tonnes of plastic per year.
The plastic wraps on bedding have been replaced by paper bands. That adds up to more than 19 million pieces of plastic which have been removed.

British Airways’ Chairman and Chief Executive, Alex Cruz, who led the tour, said:

It has been an honour to showcase our work in this area to His Royal Highness today. Every decision we make at British Airways now starts with a simple question: what does that mean for our sustainability aspiration? We’re now offsetting carbon emissions on all our flights within the UK, and were the first airline group to commit to achieving net zero carbon emissions by 2050.

We’ve got a lot of work to do, but keeping an eye on the detail as well as the bigger picture is the only way to get there.

Louise Evans, Director of Communications & Corporate Responsibility said:

From new, quieter and more fuel efficient aircraft to sustainable swizzle sticks that eliminate the use of single use plastic, we’re carrying out a huge transformation of the way we fly.

His Royal Highness opened this engineering base 26 years ago, and we were delighted to welcome him back to our engineering base here in Cardiff so he can see for himself the steps we are taking to a sustainable future.

Contact your GTM Account Manager the next time you plan to fly on British Airways.

GTM overcomes Italian airline’s failure

13, February 2020/in News /by Dave

The financing issues of airlines are causing some headaches for passengers wanting to fly between the UK and Italy. But, at Global Travel Management, we can offer a huge range of choice, so if one airline ceases operations, we can continue to find the best-value, most efficient alternatives.

This week Air Italy announced that the airline will be placed into liquidation and that all passengers booked onto flights after 25 February will be refunded or booked onto alternative flights. The announcement confirmed also that flights until 25 February will be operated by other carriers.

Despite the loss of Air Italy, there are still hundreds of regular, scheduled flights between UK and Italian airports, all of which can be booked for customers of GTM. These include British Airways, Alitalia, easyJet and Ryanair.

Paul Baker, Sales Director of GTM said

It always a difficult time when a travel supplier goes into liquidation. We hope that the airline’s staff can secure positions with other airlines as soon as possible.

In the meantime, we continue to offer the widest possible choice of flights from the UK to Italy. In addition, our staff can even provide advice on how to travel between the two countries without flying, by making use of Europe’s high-speed rail network.

Passengers booking flights through GTM benefit from protections from national and international laws as well as industry organisations.

Paul explained:

If customers are concerned about their flight bookings, we encourage them to speak to their GTM Account Manager who can advice on alternative travel plans. And, if an airline were to go out of business, the Account Manager can provide information on which travel industry compensation schemes they can make use of, such as ATOL, EU261 and the Consumer Credit Act.

Please contact your GTM Account Manager when you next need to fly between the UK and Italy.

British Airways trials automated cocktail maker

12, February 2020/in News /by Dave

British Airways is exclusively trialling an automated cocktail maker in its San Francisco and Newark lounges. Cocktails are dispensed in under 45 seconds, adding a new dimension to the food and drink available for customers.

Available until March 2020, British Airways’ First and Club World customers travelling from San Francisco and Newark will be able to choose from a selection of 30 cocktails and customisable drinks from the robotic device. This includes locally-inspired cocktails that British Airways has created – Silicon Galley and Echo-Whisky-Romeo.

The machine has been created by mix-master Barsys using Artificial Intelligence. As British Airways is the first UK airline to trial the technology, it gives the airline’s customers a first chance to try this autonomous machine.

*Customers simply order their drink by clicking one button on the app, then place a glass on the conveyer belt and let the AI do the work.*

Ricardo Vidal, British Airways’ Head of Innovation, said

We are always looking at innovative ways to enhance our customers’ journey on the ground and in the air. Barsys offers a new cocktail experience and what better way to trial this technology than in San Francisco, in our newly refurbished lounge, and Newark, two of the most cosmopolitan and tech-savvy metropolitan regions in the US.

Akshet Tewari, Barsys CEO and Founder, said

We are so excited to partner with British Airways as we have always felt that an airport lounge was the perfect place to create a unique and fun cocktail experience. We recognise that Barsys will never replace a good bartender but can free them up to make more complicated drinks and interact with customers.

Luis Gallego to succeed retiring Willie Walsh as CEO of IAG in March

9, January 2020/in News /by Natalie

International Airlines Group (IAG) has announced that Willie Walsh has decided to retire as chief executive. He will stand down from the role and from the Board of IAG on 26 March 2020 and will retire on 30 June 2020. Luis Gallego, currently Iberia chief executive, will succeed Walsh.

Antonio Vázquez, IAG chairman, said:

Willie has led the merger and successful integration of British Airways and Iberia to form IAG. Under Willie’s leadership IAG has become one of the leading global airline groups.

Willie has been the main driver of this unique idea that is IAG. I hugely admire his commitment, strong leadership and clear vision, always ready to take on whatever challenges lay ahead of him. I am deeply respectful of what he has achieved as CEO of this Group, of his sense of fairness, his transparency and his capacity to integrate people regardless of nationalities or backgrounds.

Willie has established a strong management team and I am delighted that Luis will be promoted from this team to succeed Willie as CEO. The Board is confident that Luis is the right person to lead IAG in the next stage of its development and we look forward to working closely with Luis in his new role.

Willie Walsh said:

It has been a privilege to have been instrumental in the creation and development of IAG. I have had the pleasure of working with many exceptional people over the past 15 years at British Airways and at IAG. Luis has been a core member of the team and has shown true leadership over the years and I have no doubt he will be a great CEO of IAG.

*Luis Gallego has been CEO of Iberia since March 2013 and Chairman of the airline since 2014. He will take over as CEO of IAG in March 2020.*

Luis Gallego said:

It has been a great pleasure to work with Willie over the last seven years. It is a huge honour to lead this great company. It is an exciting time at IAG and I am confident that we can build on the strong foundations created by Willie.

IAG has not yet named Gallego’s successor at Iberia.

If you need to book flights on any of IAG’s airlines – Aer Lingus, British Airways, Iberia, LEVEL or Vueling – contact your GTM Account Manager.

British Airways trials robots to guide passengers through the airport

3, January 2020/in News /by Natalie

British Airways has announced that from this year it will trial AI-powered autonomous robots at its home at Heathrow Terminal 5 to help customers navigate through the airport, freeing up the airlines’ hosts to help customers with more complex queries.

The cutting-edge robots from tech company BotsAndUs are programmed to interact with passengers in multiple different languages using the latest translation technology to answer thousands of questions, including real-time flight information.

*British Airways has announced it will trial state-of-the-art, fully autonomous robots in 2020.*

Additionally, using geo-location technology and dozens of advanced sensors to constantly monitor a 360˚radius, the robots will move around the airport terminal freely and safely, escorting customers to specific locations.

To complement its investment in technology and automation, last year British Airways launched a multi-million pound investment in enhanced training for colleagues as part of its First Contact Resolution Programme at Heathrow. The programme empowers customer service agents to use their expertise, initiative and judgement to solve customer queries on the spot using a suite of specialised apps on iPads.

Ricardo Vidal, British Airways’ Head of Innovation, says the combination of automation and personalised customer service will define the airport of the future:

We are always looking for new and innovative ways to use automation to help our customers enjoy a faster and smoother journey through the airport and beyond. These smart robots are the latest innovation allowing us to free up our people to deal with immediate issues and offer that one-on-one service we know our customers appreciate. In the future, I envisage a fleet of robots working side-by-side with our people offering a truly seamless travel experience.

Andrei Danescu, Founder of BotsAndUs, added:

We are very excited to partner with British Airways. The trial will pave the way for other new and interesting services we can provide to improve the customer journey as we work together to re-imagine the airport experience.

Contact your GTM Account Manager next time you need to fly on British Airways.

British Airways reunites family for a very special occasion

2, January 2020/in News /by Natalie

As its centenary year drew to a close, British Airways waved its magic wand for the 100th time to take a very deserving customer on the trip of a lifetime to Australia to surprise her uncle on his wedding day.

Cheryl Lawley, 36 from Nuneaton, contacted the airline in early 2019 to share her story. In 2016 Cheryl was diagnosed with incurable brain cancer and after undergoing a 14-hour operation, Cheryl woke to find her uncle, Ben, unexpectedly by her bedside. Ben had travelled from his home in Melbourne, Australia, to nurse Cheryl and help care for her three children, aged 16, 10 and 9.

After returning to Melbourne, Ben announced that he was engaged to marry his partner of 14 years, Andrew, but given Cheryl’s circumstances she would be unable to attend. Until BA Magic stepped in!

British Airways organised for Cheryl, her partner Adrian, 31, and children Mia, Ashdon and Carson to fly to Melbourne, with lots of surprises and adventure along the way.

Departing from Heathrow Terminal 5, Cheryl was given the VIP treatment with a Heathrow Personal Shopping experience and Elemis spa treatments in preparation for the wedding, before the family embarked on their 22-hour journey to Australia in the comfort of British Airways’ business cabin, Club World.

When they arrived, the family were gifted with a suite at The Langham Melbourne, which has been named as the number one hotel in Australia.

On the day of the wedding, Melbourne’s leading hair and make-up artist, Jemma, was on hand to pamper Cheryl before she went to surprise her uncle as he got ready for his wedding.

Cheryl said:

When I wrote to BA Magic to ask for help in getting me to Australia so I could be there for my uncle on his important day as he was for mine, I didn’t expect such an unforgettable adventure. British Airways has helped create memories for us as a family that we will always cherish and be grateful for.

Carolina Martinoli, British Airways’ Director of Brand and Customer Experience, said:

Cheryl’s story touched our hearts, so we wanted to do everything possible to help surprise her uncle on his big day. Throughout 2019, to say thank you to our customers, we committed to 100 acts of kindness and this marks our 100th act. We are delighted we could end the year making this special trip unforgettable for such a deserving family.

Helping to surprise Cheryl’s uncle on his big day was part of the airline’s commitment to mark its centenary year with 100 acts of kindness as part of its #BAMagic100 campaign. Following its launch in 2017, the campaign saw the airline arranging surprise proposals, reuniting loved ones, arranging money-can’t-buy experiences and creating holidays of a lifetime.

If you want to book a flight on British Airways, please contact your GTM Account Manager; and if you would like to take advantage of Heathrow’s Personal Shopper Service, please click here:
https://boutique.heathrow.com/en/contact/personal-shopper.

British Airways invests millions on reimagined and improved menus on flights from Gatwick

17, December 2019/in News /by Natalie

British Airways has made a multi-million pound investment in its catering on flights from London Gatwick, with “reimagined and improved” food across its short- and long-haul cabins.

Now available on all flights, the catering brings in new menus featuring new dishes and recipes as part of the airline’s £6.5bn investment for customers. The new food has a focus on provenance with the provider, Newrest, working closely with suppliers in the south of England to source the best quality ingredients.

Customers can enjoy the benefits across all long-haul cabins – World Traveller (economy), World Traveller Plus (premium economy), Club World (business) and First – as well as Club Europe (business) on short-haul.

A range of Marks & Spencer products continues to be on offer to Euro Traveller customers.

Carolina Martinoli, British Airways’ Director of Brand and Customer Experience, said:

This is the latest development in continuously improving our catering. We’re incredibly proud of this new offering, and we hope our customers enjoy it as much as we have enjoyed developing it.

Paul Baker, Sales Director of Global Travel Management said:

British Airways flies to more than 70 destinations from Gatwick, offering a variety of routes to suit both business and leisure travellers. So it’s great to see an improved selection of great, locally-sourced food being served on routes from London’s second airport.

As part of its £6.5bn investment for customers, British Airways has refreshed its Boeing 777 fleet at Gatwick. So, as well as Panasonic in-flight entertainment on 10″ (World Traveller) and 12″ (World Traveller Plus) screens, offering more choice of movies, television and audio programmes, British Airways passengers now have choices from superbly-improved menus.

If you’re flying on business from London Gatwick, contact your GTM Account Manager.

British Airways rolls out First Contact Resolution Programme worldwide

5, December 2019/in News /by Natalie

British Airways is rolling out its First Contact Resolution Programme across every airport it operates to, following its successful launch at Heathrow last year.

*British Airways is extending its First Contact Resolution programme to colleagues around the world following a successful roll out at Heathrow*

First Contact Resolution empowers airport hosts to use their expertise, initiative and judgement to solve customer queries on the spot, without waiting for management approval. This allows them to provide instant solutions and peace of mind for customers and send fewer issues to Customer Relations colleagues.

All staff worldwide are now being further empowered to use their skills and initiative to do the right thing for any customer at that moment.

Sumer Adlakha, British Airways’ Customer Service Manager in Delhi, Mumbai & Maldives said:

The new approach has been welcomed by the whole of our airport team and our customers. It gives us the ability to own and resolve a problem without having to ask customers to call or email our Customer Relations team which is time-consuming for them. They’ve told us they love that our agents are using their own knowledge and skills to resolve issues and particularly enjoy the personal touch we are able to give in each situation.

Tom Stevens, British Airways’ Head of Airport Operations said:

We’ve seen a fantastic response to the First Contact Resolution programme at Heathrow, which is about going back to basics and emphasising the age-old concept of ‘treating others as you would want to be treated’. The roll out worldwide will provide consistency for our customers, giving everyone the unique and personal attention that they deserve, wherever they are in the world.

*First Contact Resolution enables staff to assist and resolve any customer issue at the airport rather than refer travellers to Customer Relations teams*

Paul Baker, Sales Director of Global Travel Management said:

From time to time, travel plans go wrong. GTM is always on hand to help if plans need to be changed at the last minute. But sometimes passengers need the kind of immediate assistance that can only be provided at the airport. So it’s great that passengers know they can rely on the knowledge and skills of British Airways staff and that First Contact Resolution is being rolled out, worldwide.

The roll out of First Contact Resolution is a part of British Airways’ £6.5 billion investment in customer experience over five years. This includes taking delivery of 73 new aircraft including A350s and 787s, refurbishing long-haul aircraft with new cabins, introducing new, redesigned lounges, new dining across all cabins, new bedding and amenity kits for First, Club World and World Traveller Plus, best quality on-board WiFi for every aircraft and access to power at every aircraft seat.

The next time you need to fly on British Airways, contact your GTM Account Manager.

British Airways has become the first airline to use next-generation AI and video technology to improve punctuality

4, December 2019/in News /by Natalie

British Airways has introduced advanced neural networks, known as artificial intelligence, to its airside operation at Heathrow Terminal 5 to help its people ensure every flight departs safely and on time.

Currently, when customers disembark an aircraft, British Airways’ ground staff manually check and record the details of eighteen different activities that need to be completed before the plane can depart for its next flight – including thorough cleaning of the aircraft interiors, unloading and reloading of catering, luggage and cargo and refuelling. An issue affecting just one of these tasks has the potential to disrupt the entire process and delay the flight’s departure.

*Customers flying from Heathrow Terminal 5 can expect a faster getaway as British Airways employs latest artificial intelligence and wearable tech for staff preparing aircraft to depart*

Now, using a network of cameras set up around the aircraft stand by technology start-up Assaia, artificial intelligence is employed to compare live footage of the complex turnaround process with the proposed schedule. If the technology detects any issues that could put the aircraft at risk of a delay, an alert is sent to the manager in charge of the turn within seconds via a smart watch, informing them of the issue and empowering them to take action to get the flight back on track.

In this first stage of the trial, British Airways and Assaia have installed four cameras on three stands at Heathrow Terminal 5 and as well as reducing delays, the airline is also able to collect data on every aircraft turn to help make its entire operation more efficient.

British Airways’ Director of Airports, Raghbir S. Pattar, said:

British Airways operates up to 800 flights a day to and from Heathrow; we run a highly complex operation so efficient turnarounds are critical to ensure all 145,000 customers travelling through our home hub every day enjoy a punctual departure.

We are the most punctual of the major short-haul airlines flying out of London and our commitment to introducing the latest technology to complement our outstanding customer service is how we will maintain our position at the top. We’re excited to introduce even more smart, tech-based solutions in 2020.

Max Diez, CEO, Assaia International said:

Our entire team is really excited to be working with British Airways – an airline that is prioritising innovation and sees the value of AI-powered solutions. We’re eager to work with the airline to maximise the potential that the technology has to improve operations

Paul Baker, Sales Director of Global Travel Management said:

As part of British Airways’ £6.5bn investment for customers, this innovation is set to reduce one of the airline’s passengers’ biggest issues: punctuality. It’s great to see the deployment of innovative solutions that will improve the passenger experience.

Global Travel Management is a pioneer in the use of cutting-edge technology to improve our customers’ experience. So we know that the investments British Airways make in AI, as well as wearable tech, driverless airside vehicles and biometric technology will continue to make passenger journeys smoother, easier and more hassle-free.

To book flights on any British Airways route, worldwide and to secure the best fares, please contact your GTM Account Manager.