British Airways is introducing a new service at London Heathrow – Premium Transfer Drive – to ensure that customers who are at risk of missing their connection are able to catch their onward flight.
The new scheme applies to customers travelling on UK domestic flights connecting to either short-haul flights in Club Europe, long-haul services in Club World (long-haul business class) or First, or to Silver or Gold Executive Club members.
British Airways’ team at London Heathrow will track these customers and provide an ‘airside’ car transfer between one flight and the next if there’s a risk they will miss their connection. A message will also be sent to the inbound aircraft, allowing cabin crew to inform the customer that a car will be waiting for them on the tarmac, thereby alleviating any stress or worry.
Carolina Martinoli, British Airways’ new director of brand and customer experience, said: “Missing a connection is one of the most stressful situations a customer can experience, so helping them through that journey and keeping them informed is critical. The new premium transfer service will enable us to identify customers who are at risk of missing their onward flight, and proactively arrange to collect them by car, whisking them directly to their next flight.
“We’re already receiving great customer feedback from customers who have benefitted from the new service and, as Wi-Fi is introduced on our aircraft, we’ll also be able to use that to communicate directly with customers about their onward flight.”
British Airways is investing AU$651 million (£400 million) in Club World with an emphasis on improved catering and sleep. At Heathrow a First Wing check-in area with direct security and lounge access has opened, and lounges around the airline’s network are being revamped and improved.
The Club Europe cabin has been introduced on UK domestic services and recent catering improvements have been introduced in Club Europe as well as across all long-haul cabins.
British Airways customers can look forward to the latest generation Wi-Fi across British Airways’ long-haul and short-haul fleets over the next two years.