BA chief pens emotional apology to angry passengers – huge change to short-haul flights

Simon Calder calls the passenger locator form a 'vortex of hell'

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Sean Doyle, the chairman and CEO of British Airways, has written to passengers to apologise for “issues”. He said the airline was emerging from the “worst crisis” ever.

In the emotional letter, Doyle said: “We know for many months now we’ve been asking you to be patient with us.

“Patient while we bring multiple aircraft back from airfields around the world.

“Patient while we rebuild our network, retrain and recruit people to serve you better, and patient while we deal with the thousands of customers that need our help.”

Many BA staff were placed on furlough during the pandemic as flights were grounded and the UK was under lockdown.

Doyle continued: “We’ve been moving from one set of restrictions to another and the amount of change we’ve been dealing with over the past couple of years from week to week has been relentless.

“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.

“An airline you can trust and rely on and that offers great customer service, with someone always available to help.

“Most importantly, an airline that you are proud to fly with- an airline that you are proud is your British flag-carrier.”

Doyle said his “number one priority” was to address “customer call centre issues” that many people have experienced.

He said “complicated travel restrictions” had led to lengthy “waiting times” and assured customers that the airline was replacing its phone system.

British Airways will also be making some changes to short-haul flights to create a “more premium experience”.

Doyle said: “Our operations teams are working on a new baggage tracing system, allowing you to track your bag via our phone throughout your journey.

“We know you’ve enjoyed the table ordering service we began to offer in our lounges during the pandemic, and so we’re continuing with this initiative.

“You’ve also told us you appreciate the complimentary water and snacks we’ve been offering on short-haul flights in our Euro Traveller cabin, so we’ll be continuing with these too.

“In addition, we’re working hard to improve the quality of the meals and choices we serve across all cabins and rolling out our Club Suite on as many aircraft as we can, as quickly as we can.”

British Airways has faced some criticism for cost cutting with some passengers saying they would no longer fly with the airline.

Where should you go on your next holiday?

Now that the world has opened up again it’s time to pack those suitcases and head off on a well-deserved adventure. Where should you be jetting off to? Take our quiz and find out.


With endless culture, gorgeous beaches and weather to die for, Greece is a great choice both for romantic getaways and family trips. Wander the historical streets of Athens and Thessaloniki or head to an island to soak up the sun – the choice is yours.


It may be far away but it’s definitely worth the trip. Japan has sprawling metropolises, stunning scenery, and a rich history and culture to boot. Check out the cities of Kyoto and Tokyo and make sure to get your fill of their world-famous cuisine while you’re in town


Hop across the pond and experience an array of cultures, climates, cuisines and more. You can leave the phrasebook at home and get truly immersed in everything that this sprawling nation has to offer, from the Grand Canyon to the Statue of Liberty


With some of the best food around and boasting the world’s most romantic city, France is a great choice if you’re in a hurry. Be in its glorious capital in just hours, grab a pain au chocolat and practice your language skills while wandering along the banks of the Seine


La dolce vita is calling! With its stunning views, fascinating history and world-famous Neapolitan pizza, Italy is a great choice, whether you’re after an adventure or want to dive into a big bowl of spaghetti


A little off the beaten track, Morocco boasts stunning architecture, winding street markets to get lost in, and beautiful landscapes. Soak up the sun in Marrakech or head to Chefchaouen for one of the most unique experiences a holiday-maker can have

The Caribbean

Sun, sea and sand – what’s not to love? Head to the Caribbean if you really want to unwind. With plenty of picturesque locations to choose from, from the streets of Havana to the beaches of Grenada, you’re sure to find something that fits your holiday dreams.


When most people think ‘holiday’, sunshine and relaxation comes to mind – but a different kind of trip can be just as rewarding. Splash around in the Blue Lagoon and try your luck at catching a glimpse of the Northern Lights. This is definitely one for the bucket list.


India is well worth a visit if you have some time to spare. With an array of different cultures coexisting in this vast and vibrant nation, as well as gorgeous food to be enjoyed at every turn, you’ll find yourself immersed in the experience. Take a trip to the Taj Mahal for that jaw drop moment

Swiss Alps

If snow sports are your thing, then this mountainous region is perfect for you. Venture down the powdered slopes and warm your hands at the après-ski afterward. Perfect for a group of friends, a romantic trip, or even some time with the kids – if they can stand the cold!

What kind of holiday do you like best?

What’s your budget?

How long do you have for your trip?

Who’s going on the trip?

How are your languages skills?

What’s your ideal climate?

Which is top of your bucket list?

The CEO said: “We know change starts from within. Our teams across the airline have been through a lot.

“I know that change won’t happen overnight, but this week I have briefed teams across the airline to do all they need to, to tackle the issues we know you’re facing so we don’t let you down.

“In the meantime, I want to thank you for staying with us. I know your loyalty has been tested and I want to assure you that we don’t ever take it for granted.”

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