Posts

Dave

It’s gin o’clock on British Airways

/in /by

British Airways has announced a new partnership with Aviation American Gin with the premium brand launching on board. 

Aviation American Gin is also available from British Airways’ US and UK lounges and to purchase from the in-flight shop High Life.

British Airways customers flying across the pond and all other long-haul routes will be offered Aviation American Gin from the in-flight menu and short-haul customers will be able to buy it from the on-board Speedbird café.

The partnership builds on the opening of a brand-new area – the Aviation Gin bar in the airline’s Club Lounge in JFK airport in October 2021.

Aviation American Gin was founded in Portland in 2006 and is described as ‘a metaphor for taste and adventure’.  The gin is infused with a ‘democratic blend of botanicals’ – cardamom, coriander, French lavender, anise seed, sarsaparilla, juniper, and two kinds of orange peel ‘to create a smoother, softer, more refined take on gin’.

Tom Stevens, British Airways’ Director of Brand and Customer Experience said:

Offering our customers a premium experience throughout their journey is important to us.  Partnering with Aviation American Gin is another great addition to our on-board service.

Gareth Williams, International Brand Director at Aviation American Gin said:

We hope our customers join us in celebrating, with a refreshing gin and tonic. We’re so excited to get on board with the UK flag carrier British Airways and take Aviation American Gin to new heights – the sky! Through this partnership, we’re keen to enhance each traveller’s experience with a deliciously refreshing Aviation Gin cocktail for flyers to enjoy on journeys near and far, offering an American twist on this quintessentially British drink!

Aviation American Gin is the world’s highest rated gin (97 points, Wine Enthusiast) and helped establish a new style of American gin – softer and smoother, with juniper in the background and citrus and floral notes in the front – resulting in more balanced cocktails. Created by a unique bartender-distiller partnership, Aviation is crafted in small batches in Portland, Oregon.


Dave

British Airways and American Airlines unveil plans for enhancements to JFK

/in /by

British Airways and American Airlines announced more details regarding plans to co-locate operations at John F. Kennedy International Airport’s Terminal 8 beginning 1 December 2022.

Enabled by a $400 million investment to redevelop, expand and enhance the terminal, the move will bring the Atlantic Joint Business partners closer together. Jointly, the terminal investments and co-location will offer a more seamless customer experience while supporting the Port Authority of New York and New Jersey’s ambitious plan to transform JFK into a leading global airport.

American is eager to welcome British Airways to their new home at JFK. Their move to Terminal 8 further deepens our longstanding partnership and makes it easier than ever for customers traveling between New York and London or onward across our global networks.

Alison Taylor, American’s Chief Customer Officer

British Airways and American were the first carriers to begin redevelopment efforts at JFK, breaking ground in January 2020 on five new widebody gates, four new widebody hardstand parking positions, an enhanced baggage handling system, new customer amenities and expanded premium guest offerings — including approximately 130,000 square feet of new and renovated terminal space.

New York holds a special place in our heart as one of our most well-loved and important destinations. Our move to the redeveloped and expanded Terminal 8 will bring a range of benefits for our customers, including a better transfer experience, enabling them to travel to more than 30 destinations across the U.S., Caribbean and Latin America with American Airlines.

British Airways will remain in Terminal 7 until 1 December, and we have continued to invest in the experience for our customers, including our check-in area, concessions and lounges.

Tom Stevens, British Airways’ Director of Brand and Customer Experience

When complete later this year, premium customers traveling on both airlines and other oneworld partners will have access to a reimagined journey through JFK depicted by newly released artist illustrations.

As customers arrive at Terminal 8, a co-branded premium check-in area providing personalised, concierge-style service for top-tier guests will replace American’s former Flagship First Check-In space. Thoughtfully designed architectural elements will also define an exclusive new check-in space for eligible business customers.

Once through security, three distinctive custom lounges combining the best of both brands will provide a refined, welcoming preflight experience for select guests based on cabin of travel and loyalty program status. The expanded premium lounge offerings will incorporate seating for approximately 1,000 of American and British Airways’ most loyal customers.  Each lounge has been designed with original high-end finishes — evoking a unique sense of space while elevating the experience and service offered to every guest.

The most exclusive lounge will have an all-new champagne bar, fireside lounge and a la carte dining room, which ‘reimagines American’s Flagship First Dining into a fully immersive experience’.
Adjacent, another premium lounge — with sweeping airside views, a wine bar, cocktail lounge, library and buffet — will offer ‘an elevated, lively experience’.

American’s Flagship Lounge and Concourse B Admirals Club will be repurposed into a contiguous lounge for eligible business class customers.

While disruptions to the customer journey remain limited, American’s Flagship First Check-in at JFK is expected to close from 1 February for construction. Premium customers traveling on eligible itineraries will be directed to temporary check-in counters located nearby. All lounge spaces will remain open and operational through the duration of the redevelopment project. Following completion, the Concourse B Admirals Club will close. The Concourse C Admirals Club will continue to serve members, qualifying elite customers and those traveling on eligible itineraries.

As Atlantic Joint Business partners, American and British Airways offer the most flights and the most competitive schedule for customers traveling between New York and London compared to any other partnership — with up to fourteen peak daily departures scheduled to operate between JFK and London Heathrow Airport this summer.

When co-located, American and British Airways customers will be able to realize even more value from established reciprocal benefits while enjoying unprecedented flexibility and a truly seamless connecting experience when traveling across airlines. Until operations are fully transitioned to Terminal 8 in December, British Airways will continue to provide a world-class experience for their customers at JFK’s Terminal 7.


Natalie

British Airways rolls out First Contact Resolution Programme worldwide

/in /by

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.