Transformation Takes Flight: An Interview With Calum Laming of British Airways

Transformation Takes Flight: An Interview With Calum Laming of British Airways

On the 21st of April, British Airways touched down at Abu Dhabi’s Zayed International Airport following a four-year hiatus. Resuming daily operations from London Heathrow to the UAE capital, the airline’s addition of the route builds on strengthening its global network.

Earlier in the year, British Airways announced a host of new initiatives to transform the airline, unveiling a £7bn transformation plan focused on improving customer experience, modernising IT, upgrades to its fleet and lounges, sustainability, and driving on-time performance.

Gulf Insider spoke with Calum Laming, Chief Customer Officer at British Airways about the revival of the Abu Dhabi route and what’s in store for the airline as its ambitious transformation plan takes shape. With a third of the plan focusing on customer experiences, Laming highlights the uniquely British offerings at the airline brought on by a rapid increase in in-flight content, hospitality, and culture. There’s some exciting news for travellers from Dubai. Read more to find out.

Congratulations on the relaunch of the London – Abu Dhabi route. What brought on the decision to revoke the 4-year hiatus?

Abu Dhabi holds a special place in our hearts. We’re really proud of how our network is shaping up, especially as we emerge from the