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  • Joe Breitfeller

British Airways Introduces Enhancements Across the Guest Journey, Including Plant-Based Lounge Menus

British Airways is improving the guest experience across the journey, with new plant-based lounge menus and the restoration of pre-pandemic meal service in Club Europe with new menus, plus a new bag tracing system and dedicated World Traveller Plus check-in zones.


British Airways airbus A320neo Featuring BA Better World Livery - Courtesy British Airways

On Friday (February 4, 2022), British Airways announced the introduction of a variety of guest experience enhancements, with sustainability at the heart of the customer journey. The carrier will introduce new plant-based menus across their lounges, while removing single-use plastic bottles, installing water stations, and offering sustainability training to team members. A premium pre-pandemic meal service will be reintroduced in Club Europe with new menus and more variety starting next month. Customers will also benefit from further investments in technology, including a new bag tracing system. The airline is also introducing new check-in zones, exclusively for World Traveller Plus customers.


In Friday’s announcement, British Airways’ Director of Brand and Customer Experience, Tom Stevens, said,


“We’re committed to ensuring we deliver a premium proposition for our customers throughout their journey with us and when we do so, we need to ensure that sustainability is at the heart of it. We want to create an even better British Airways and know that we need to keep making changes to the customer experience with things like alternative menus, reducing plastics and introducing new technology to get us to where we want to be. In addition to these improvements, we are also moving ahead at speed with some of the larger initiatives that we promised to our customers, such as the roll out of our award-winning business class seat, Club Suite.”


British Airways Rolls Out Plant-Based Lounge Menus, Including Burgers - Courtesy British Airways

The new plant-based menus, including a burger, will initially rollout across the airline’s Heathrow lounges, before appearing in U.S. lounges. British Airways remains committed to improving choice, while championing local producers and businesses. Lounge visitors will also notice new water stations, while the carrier continues the removal of single-use plastic across their operations. All plastic bottles in Heathrow lounges are being replaced with glass, with the initiative expanding to all UK lounges over the next month. Additionally, lounge guests can continue to order food using their personal device directly to their table, an option introduced during the pandemic that the airline has decided to keep.


Starting next month, British Airways is also moving to their next phase of the onboard dining experience, more akin to their pre-pandemic offer. Guests traveling in Club Europe can expect a more premium service with new menus and more options, while the airline is working on exciting new changes for customers traveling on long-haul flights.


British Airways also continues to explore how technology can improve the guest journey, from automated lounge entry to new digital signage across the airport and more. The airline will also be introducing a new bag tracing system that will allow customers to track their baggage via their phone throughout the journey. World Traveller Plus customers will also notice new dedicated check-in desks, and the airline has reimagined their Skyflyers programme for children.



Source: British Airways