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Airline CEO admits mistakes were made.
British Airways is to bring back complimentary snacks on short haul flights after the carrier’s boss yesterday admitted axing them was a mistake.
In an email to customers issued yesterday, BA’s CEO Sean Doyle confirmed that passengers will once again be entitled to a free snack, bottle of water and array of cold drinks.
The perks were axed six years ago in a bid to make annual savings of £400million.
Some analysts however suggest that the British Airways brand has been irreversibly tarnished as the airline cut perks in a bid to compete with low-cost carriers.
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Passengers were forced to pay for cold sandwiches onboard, mirroring the policies of budget airlines such as Ryanair.
“I’m not seeking to make excuses for things that should have gone better. What I am doing is making a personal commitment to you that we will build a better British Airways,” Doyle said in the email.
A number of other changes are set to be made in a bid to improve BA’s image.
Doyle vowed to upgrade the call centre experience after customers complained of long waits when seeking refunds for flights cancelled due to Covid-19.
A new smartphone app will also be released, allowing customers to track their luggage on their phone.
Doyle said: “For me, 2022 is the year we’re finally able to rebuild and re-energise our airline.”
