British Airways has announced it will be introducing a new speedy transfer service to help First and Business Class customers catch their connecting flights at Heathrow.
The new service – called “Premium Transfer Drive” – is open to passengers who are connecting from a UK domestic flight to either a short-haul Club Europe flight, a long-haul Club World flight, or a long-haul First Class flight.
BA says its team at Heathrow will track its premium customers to identify those who are at risk of a passenger missing their connection. Customers who are identified will be provided with an ‘airside’ car transfer between one flight and the next, enabling them to catch their flight without having to walk between gates.
A message will be sent to the inbound aircraft, so the cabin crew can inform the customer that a car will be waiting to transfer them.
Carolina Martinoli, British Airways’ new director of brand and customer experience, said the idea of the service is to alleviate any stress or worry:
“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.”
Ms. Martinoli added; “We’re already receiving great customer feedback from customers who have benefitted from the new service and as WiFi is introduced on our aircraft, we’ll also be able to use that to communicate directly with customers about their onward flight.”
In addition to First and Business Class ticket holders, the service will also be available to Silver or Gold Executive Club members.
The new service is part of a £400 million investment into BA’s Club World product, with an emphasis on improved catering and sleep.