British Airways rolls out new mobile app to enhance end-to-end CX

British Airways has begun rolling out a redesigned mobile app that enhances the end-to-end passenger experience with real-time journey updates, expanded self-service and a more personalised digital travel experience.

Summary:

British Airways has begun rolling out a redesigned mobile app that delivers a faster, more intuitive digital experience across every stage of the customer journey.
The app introduces real-time journey updates, expanded self-service, digital boarding passes, passport scanning, biometric profile management and Heathrow Terminal 5-specific features.
Built on a new technology platform, the app will support future innovations including greater personalisation, real-time baggage tracking and enhanced reward redemption capabilities.

British Airways – a member of International Airlines Group (a Corporate Partner of the FTE Digital, Innovation & Startup Hub) – is rolling out its new mobile app. The app is designed as a faster, smarter, more reliable travel companion, making every stage of the journey simpler for customers.

The rollout follows months of extensive testing with a large beta community, whose feedback has helped shape its development. Customers using the new British Airways app will benefit from a more seamless and intuitive experience.  Features include:

Fresh new look and feel with a modern design and intuitive navigation.
Full integration of essential travel tasks, including booking, managing check-in and accessing digital boarding passes. These will always be available in the app and can be saved to Apple and Android mobile wallets, even when offline.
Powered by real-time operational data, the app delivers live journey updates when travelling out of London Heathrow and Gatwick, as well as alerts and reminders, including timely push notifications before and during travel across the network.
A new ‘day of travel’ home screen that shows users the most relevant information at the right time.
Increased self-service options, making it easier for customers to manage bookings independently.
Passport scanning to minimise physical document checks.
Biometric and secure profile management.
Airport-specific features, including interactive terminal maps and lounge occupancy information for customers travelling through London Heathrow Terminal 5.

“We listened to our customers and recognised the need for a different app, one that prioritises the features that matter most,” said Colm Lacy, Chief Commercial Officer, British Airways. “The new platform provides a strong foundation, enabling us to introduce new functionality more quickly, shaped by customer feedback. What’s exciting is that the initial phase of the rollout is just the beginning for us. From greater personalisation to expanded self-service and innovations, we will continue to evolve the app over the coming weeks and months to deliver a more seamless end-to-end and digital experience for our customers.”

The new app includes more British Airways Club features.  Along with tracking their Avios, Tier Point balance and status progress, members can also check their statements, view and edit personal details, and see the vouchers available to them. In the new app, British Airways Club Members can store passport details for future flights, as well as view and manage their saved travel companions.

Looking ahead, the app also provides a modern platform that will enable additional features to be introduced more quickly, informed by customer feedback. Future developments already in the works include the ability to redeem Reward Flights and vouchers, greater personalisation, expanded self-service options, and new tools such as real-time baggage tracking, all designed to deliver an even smoother, more connected end-to-end experience.

The app rollout marks an important milestone in British Airways’ wider transformation, as the airline continues to deliver improvements across every stage of the customer journey.