Published on Thursday, June 22, 2017

BA's head of customer experience has left



British Airways' director of customer experience Troy Warfield has left the airline, it was confirmed this week.

Warfield was hired only 18 months ago as part of a rejig of the airline's marketing team.

He was responsible for all customer relations, product development and partnership activity, as well as for more than 14,000 cabin crew.

The airline said Warfield, who was on BA's executive board, will be replaced 'in due course'.


BA, which is dealing with the aftermath of a computer meltdown that left thousands of passengers stranded around the world, is also facing the threat of strike action by its cabin crew next month.

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  • Thank God He Has Left!

    Perhaps now Troy has gone the Customer Experience will improve. I do not want a Low Cost Carrier I use British Airways as I want a Full Service Schedulled Airline! Over the last few years this is what British Airways has become, less room in the cabin, pay as you go food which no one ever asked for in the first place, Lets hope that the new person will return BA back to where it once was, it will take a long time but it will be good to see Club Europe returned to the way it used to be, 34 inches please minimum not 30 inches which used to be Charter! Also lets see more room in economy too, 30 inches is not enough room to work or relax on a flight, lets remove the extra seats which were installed & go back to at least 32 inches. I hope BA says good bye to trying to be a low cost carried to compete with Easy Jet & Ryan Air, back to scheduled & if they cost a little more so be it. As yest I have not found anyone who asked to have less room in CLub Europe or wanted to pay for their food on board in economy. A new CEO would be good too, this one does not have a clue about about full service schedulled airlines as he too comes from a low cost carrier!

    By Bob Motto, Monday, July 10, 2017

  • Why don't they appoint airline people?

    These business school whizz-kids know to talk the talk, but always seem to leave just as the ooh-nasty is approaching the fan. Aren't there any decent airline execs who could do the job? Over the last 10 years, there have been far too many serious problems at BA, starting with the T5 debacle. Perhaps it's time for really senior 'management' to be replaced, as both legally & practically, they carry the responsibility.

    By Peter Lewis, Friday, June 30, 2017

  • BA works hard to avoid communicating with customers

    Troy Warfield never replied to my extensive email complaint concerning almost weekly overnight delays from Larnaca to Heathrow last autumn so looks like the chickens have come home to roost as they say!

    By Paul Homer, Thursday, June 22, 2017

  • Good Job?

    BA drops out of top 30 airlines list, crew going on strike - again and the product has not developed too well lately. Hmmm, I wonder why the head of customer experience has left the company!

    By Keith Standen, Thursday, June 22, 2017

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