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British Airways, based in London, is the largest airlines in the United Kingdom and provides daily flights to more than 400 cities worldwide. Like most large corporations, the airline must focus on a variety of goals and objectives both for short- and long-term survival in the competitive global market.
With a goal of the becoming the world’s leading global premium airline, British Airways will continue to focus on customer service at every level of a passenger’s journey. The overall goal is divided into three areas: Global (appeal to all passengers, whether for leisure or business travel in order to create repeat customers); Premium (ensure that passengers receive the highest quality of service where ever they encounter the airline); and Airline (maintain the focus on aviation with the latest equipment, products and services).
British Airways provides five strategic goals: Airline of Choice (remain the top choice for international flights for premium customers as well as cargo, economy and shorter flights); Top-Quality Service (provide the best customer service for passengers on all routes and classes of travel and improve online services with a focus on Terminal 5 at Heathrow Airport); Key Global City Growth (continue to expand the list of top-tier cities through airline partnerships); Expand the Leading Position in London (maintain Heathrow Airport as a world-class hub and influence government policy and airport owners in continued support); and Meet Customers’ Needs (exploring the latest options and products to enhance customer loyalty).
The business plan is created around the Global Premium Airline strategy and is structured with five primary themes: Colleagues (working together to create the best customer service management team, training front-line leaders and increasing performance-related compensation); Customer (upgrade first-class cabins and in-flight entertainment systems and include these on the latest Boeing and Airbus aircraft as well as enhance the features of ba.com); Performance (control costs by monitoring and adjusting capacity outside of peak-flying periods, enhance revenue from third-party engineering and development, and improve fuel efficiency and environmental performance); Excellence (extend Terminal 5 at Heathrow into a second satellite Terminal 5C, improve the North Terminal at Gatwick Airport and initiate the Airmanship Programme, which educates the ramp and baggage employees about ground safety); and Partnerships (implement a Joint Business Agreement with American and Iberia Airlines to extend connections, improve schedules and enhance frequent-flyer benefits, as well as initiate new partnerships).
James Nalley is a full-time travel journalist whose work has been published in more than 100 magazines, journals and websites. He is also the Topic Editor and Feature Writer for the Latin America and Caribbean Travel section of a prominent website in Canada. Nalley holds a Doctor of Philosophy in music and literature from the University of Rochester.