The largest transformation in British Airways’ history is putting its people at the centre of its operations, the Amadeus Altitude25 conference heard this week. Colm Lacy, chief commercial officer of the UK flag carrier, said the £7 billion the airline has committed to its modernisation is the largest investment in its history. A significant part of that sum will be spent on fleet renewal that will support its bid to become net zero, he said, but at the centre of the strategy is its people. “We want to grow and strengthen in terms of London, the world’s biggest airline market, particularly around premium travel,” Lacy said. “It’s all about NPS [Net Promoter Score] – the consumer. Happy employees mean they look after our customers. “It’s no mistake that at the middle of our strategy are our colleagues; they are at the centre of it. We will make sure we look after them to make sure they look after our customers.” Lacy said the airline will look to drive cost efficiency and discipline, operate more sustainably and embrace DEI [Diversity, Equity and Inclusion]. “That’s still a key part of what we do at BA – it’s also about good business […]
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