British Airways has shocked top executives as it struggles to recover from delays and flight cancellations that have clouded its recovery after Covid-19.
The new managers have taken responsibility for customer service, operations and IT, the airline confirmed.
The carrier has suffered from a return to profits due to chaos in recent weeks, which has forced it to cut schedules by the end of the summer to avoid additional obstacles for passengers.
It has suffered from a shortage of staff – especially in baggage handling and other ground operations – which also worries other airlines. However, problems with BA’s IT technology, which included several serious system outages that left thousands of passengers stranded, are self-inflicted.
According to Director of Information and Digital Technology, Anthony Olcock will be replaced by external staffer Dirk John, while Colum Lemming will be appointed as the lead client to replace Tom Stevens. Financial Timeswho first reported the changes.
The role of Chief Operating Officer was divided into two parts, where incumbent Jason Mahoney became Chief Technical Officer and a new external officer would take over day-to-day operations.
An airline spokesman said: “We are going through an extremely difficult period as we recover from a global pandemic and that is why we have created four new roles in our management team.
“Everyone at British Airways is fully focused on three priorities: our customers, supporting the largest set in our history and enhancing our operational resilience to provide the best experience for our customers.”
Last week, parent company British Airways IAG said it was cutting capacity on BA’s summer schedule by 5 per cent to reduce cancellations and delays.
CEO Luis Gallega said the cost of repairing the BA disruption was the main reason that operating losses in the first quarter amounted to 754 million euros (645 million pounds) – much worse than analysts forecast at 510 million euros.