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British Airways will focus on self-service in coming year

November 1, 2006

Computing.co.uk: The move to Heathrow Terminal 5 will be chief among British Airways' IT priorities in the coming year, said chief executive Willie Walsh.

Speaking at the airline's sixth annual IT Fair, Walsh outlined the company's strategy and said increased customer and employee self-service, an improved Web site, and simplified technology processes are all on BA's agenda.

"When people think of airports, they think of queues," he said. "We want people to use BA.com to do many of the things that used to be done at the gate, such as checking in, paying for excess baggage or choosing seats. Once they are inside the terminal, passengers will check in at 96 self-service kiosks and use fast bag drops. Check-in desks will be only for those who need extra help."

Coby says increased self-service for customers and employees is a priority for the world's most profitable airline.

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