Travel News April/May 2019 BA UNVEILS NEW ‘FIRST’


SERVICE, BUSINESS SEAT B


RITISH Airways is delivering signifi cant changes to the onboard product and service in its First cabin as part of its £6.5bn investment for customers. The new look and feel took to the skies from March 31, includes new bedding, amenities and menus that would not look out of place in a revered fi ve-star British hotel. The airline’s First customers are beomg


off ered super-soft, sophisticated new male and female loungewear designed exclusively by luxury British fashion brand, Temperley London. The loungewear will be coupled with bespoke British Airways amenity bags, featuring Temperley’s “Star” design. The airline’s chefs have also designed new delicious A La Carte menus that focus on fresh seasonal ingredients of British provenance. The new menus will be served on elegant bone china crockery, designed exclusively for the airline by high-end British tableware designer William Edwards. The airline will also be introducing a new signature afternoon tea service, showcasing the great British tradition of high tea. The menu will include a selection of sandwiches,


pastries and scones, as well as a wide range of tea infusions. As part of the changes, BA is also investing in new Dartington glassware. The airline’s First customers will benefi t from an improved turndown service for the perfect night’s sleep, thanks to new luxurious 400 thread count bedding, accompanied by a foam fi bre mattress topper. Customers will also receive a stylish new day blanket and bolster cushion.rrrrAnd those wishing to relax and enjoy the 1,000 hours of programmes available on the in-fl ight entertainment channels, can do so through high performance headphones crafted by Meridian, the British Pioneers of High Resolution audio.


British Airways’ First customers continue to have access to the airline’s exclusive First Wing at Heathrow Terminal 5. Re- designed and unveiled in 2017, the First Wing provides customers with a private check-in area leading through to dedicated security lanes, which grant customers direct access to British Airways’ prestigious First Lounge. This year (2019) is British Airways’ Centenary year. The airline is investing £6.5 billion for customers over fi ve years, including new aircraft, new cabins, new catering, new lounges, WiFi, and new routes.


BA’s new business class seat


Meanwhile, British Airways has unveiled its highly-anticipated new business class seat - ‘Club Suite’ - and confi rmed it will arrive on the fi rst of its A350 aircraft in July. The airline’s sophisticated and newly- branded ‘Club Suite’ off ers direct-aisle access, a suite door for greater privacy and luxurious fl at-bed seats in a 1-2-1 confi guration. Boasting 40 per cent more storage, including a vanity unit and mirror, WiFi, enviable 18.5-inch infl ight entertainment


screens, high defi nition gate-to-gate programming, and PC/USB power; every aspect of British Airways’ Club Suite has been designed for today’s customer. The A350 aircraft itself will also promote a feeling of well-being, space and calm due to its reduced noise levels, high ceilings and ambient lighting which is intended to compliment the time of day and outside light. Customers will leave their fl ight feeling rested thanks to higher levels of humidity and refreshed air as the cabin pressure is equivalent to an altitude of just 6,000 feet. As well as a new 56-seat Club World cabin, the three-cabin A350 will feature the latest World Traveller Plus cabin (56 seats) with new furnishings including a plush new pillow and warm quilt, new amenity kits and an enhanced service and an improved dining experience. Customers will also benefi t from high-speed WiFi, allowing travellers to browse the internet on their personal electronic devices.


The airline will roll out the new suites in a carefully managed programme designed to minimise disruption to customers.During phase one, the fi rst A350 aircraft will start some short-haul fl ying between London and Madrid to allow the airline’s teams to perfect their customer service delivery and familiarise cabin crew with the aircraft layout. In phase two, from October 1, 2019, the aircraft will begin long-haul fl ying. During this period another three A350 aircraft will join the British Airways fl eet and two Boeing 777 aircraft will also be retrofi tted with the new cabin. At the start of 2020 phase three will begin which will see British Airways rolling out its Club Suite on further long-haul aircraft across the network.


New delicious A La Carte menus in BA’s First cabin More bag drop machines


BRITISH Airways has completed the installation of dozens of hosted bag-drop machines at its home at Heathrow’s Terminal 5, with more than 3.5 million customers having used the new technology so far.


With around 125,000 customers travelling on up to 800 fl ights every day, the airline is constantly looking at ways to ensure its fl ights depart on time and customers are able to travel with increasing ease through the airport. As part of British Airways’ £6.5 billion investment for customers, a total of 72 hosted bag drop machines are now in place in Terminal 5, with customer service agents on hand to provide assistance when needed.


The number of machines has been increased after customers praised their ease of use, allowing travellers to take more control of their journey. The kiosks provide users with clear instructions,


reducing the time it takes them to tag and process a bag, and essentially reducing queuing time for customers.


Yannick Berneau, British Airways’ Head of Customer Experience at Terminal 5 said: “Removing the ‘desk’ as a physical barrier between customers and our agents allows us to off er the more personalised service that British Airways prides itself on. Hosted bag-drops are a great combination of automation and traditional customer service. The introduction of automation across the terminal has meant that our customers avoid queues and enjoy a faster, smoother journey through the airport.”


As part of British Airways’ investment for customers the airline is also enhancing its service training for airport customer service agents, providing them with iPads with specialised apps to enable the fi rst representative a customer encounters to solve their issue or problem.


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