- “The Middle East remains an extremely important region and we are committed to enhancing our customer experience,” says Robert Williams
- British Airways’ recently announced investment plans to boost customer experience with the new First Wing now open to passengers flying from Kuwait
- Airline set to launch 22 New Routes in 2017 expanding its network of onward connections for Kuwaiti and wider Middle East customers
April 26, 2017 Kuwait: British Airways, the UK’s flagship carrier, today reaffirmed its commitment to its Kuwaiti passengers by announcing Robert Williams’ appointment as Head of Sales – Asia Pacific and the Middle East.
In taking the reins as British Airways’ most senior regional executive, Williams’ appointment comes on the back of the airline’s recent global announcement to boost its customer experience by investing in increased excellence in premium cabins and more choice and quality across all cabins and on-the-ground services.
Based in Singapore and reporting directly into the airline’s Head of Global Sales in London, Robert’s new role makes him responsible for managing the airline’s growth and development across Saudi Arabia, the United Arab Emirates, Kuwait, Bahrain, Oman and Qatar - some of British Airways’ most important overseas markets.
“We’ve completed 85 years of successful operations here in the Middle East and the region continues to remain important to British Airways,” said Robert Williams as his first address in his new role. “It’s an exciting time for us at British Airways and we are committed to investing in our customer experience in a rapidly evolving aviation industry. Our customers will continue to notice significant enhancements to their travel experience when flying with us.”
With over a decade of experience working with the British carrier, Robert will drive the airline’s regional operations, including the roll-out of new investments in products to improve customer experience, starting with the new First Wing at Terminal 5, which is already accessible for British Airways’ Kuwaiti customers flying in FIRST to London Heathrow.
Robert added: “We witness a high preference for our premium services from across the region and we are pleased that the new First Wing is immediately available for all passengers flying FIRST with us.”
Flights from across the Middle East land at Terminal 5, British Airways’ flagship terminal which is now home to its exclusive new ‘First Wing’ check-in area.
The First Wing also includes a dedicated two-lane security channel and direct access to the Galleries First Lounge and Concorde Room for the first time. The two new security lanes also reduce the number of travellers passing through the current South security lanes, helping to speed up the journey for Club World customers too. A relaxed seating area is located after security for customers to gather their possessions in an unhurried atmosphere. The First Wing gives First and Gold Executive Club customers far greater exclusivity with a dedicated combined check-in and Fast Track space.
The full spectrum of other global product investments announced by British Airways’ chairman and CEO, Alex Cruz, include:
- - £400m in Club World (long-haul business class)
- - Introducing Club Europe on UK domestic services
- - New lounges
- - First Wing direct security and lounge access at Heathrow
- - Latest generation Wi-Fi fitted on long-haul and short-haul fleets over the next two years
- - Self-service check-in and biometric boarding gates to speed up the airport journey
With British Airways existing network already offering excellent onward connections to the UK, wider Europe and more than 25 destinations in North America from its London Heathrow hub, the airline will also add 22 new routes to its global network by the end of 2017.
In a recent statement on the airline’s global investment strategy, Cruz said: “We will invest and innovate where our customers value it most, and differentiate ourselves with a unique on-board experience and service. We’re investing in Club World, focusing now on improved catering and sleep and in the future on a new seat. We’re investing in the best Wi-Fi in the sky, new lounges and direct access to security and our lounges for our First customers, via our new First Wing at Heathrow.”
The airline is also developing options for a new seat in Club World with direct aisle access in 2019. Details will be released in due course.
Alongside these initiatives, British Airways is also making changes behind the scenes to increase operational efficiency and reliability through new technologies including automatic boarding gates and a re-designed baggage arrivals process.