British Airways Premium Transfer Drive at Heathrow

Aims to ensure premium passengers won't miss a connecting flight

British Airways is introducing a new service for its premium passengers that aims to eliminate missed connections at Heathrow.

Called Premium Transfer Drive the new service provides an airside car transfer for premium passengers who are at risk of missing their connection.

The new scheme applies to passengers travelling on a UK domestic flight, who are connecting on to either a short-haul flight in Club Europe, a long-haul service in Club World (long haul business class) or First, or who are Silver or Gold Executive Club members.

British Airways’ staff at Heathrow will track these passengers, and where there’s a risk they will miss their connection, will provide an ‘airside’ car transfer between one flight and the next.

They will also send a message to the inbound aircraft, so the cabin crew can inform the passenger that a car will be waiting to transfer them.

Carolina Martinoli, British Airways’ new director of brand and customer experience:

“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.

“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.”

British Airways is investing £400 million in Club World while making cuts in its economy service.

The airline says the service will be “alleviating any stress or worry” for these premium passengers.

Presumably non-premium (the vast majority) will just have to put up with the stress and worry.

Recent comments by CEO, Alex Cruz, suggest that the strategy is to enhance the premium cabins and downgrade economy to be effectively a budget carrier.

N.B. Image credit: British Airways

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British Airways (BA)