British Airways Elevates Customer Experience with Innovative Lounge Upgrades

LONDON, 26 October 2023 - British Airways continues to set the standard for luxury travel by unveiling the latest phase of its lounge refresh at London Heathrow Terminal 5B. Highlighting its commitment to creating memorable pre-flight experiences for its patrons, the updated space showcases a range of innovative additions designed to enhance passenger comfort and satisfaction.

Prominent amongst the new offerings is the live food preparation area, which promises to tantalise the taste buds. The lounge allows premium customers to witness chefs in action, artfully preparing meals using fresh, locally sourced ingredients. For those looking for a quick bite, the newly designed deli station offers an expansive selection of both hot and cold dishes, from breakfast delights to sandwiches and lighter fare.

Complementing the gastronomic offerings, the airline has revamped the lounge’s aesthetics by introducing bespoke furniture, flooring, and soft furnishings, aiming for a refined and elevated ambience. Recognising the diverse needs of its travellers, a quiet zone has been added for those seeking tranquillity before their flight.

Earlier this summer, the airline unveiled the exclusive Whispering Angel bar in the T5B lounge, providing an elegant setting for customers to indulge in a chilled glass of renowned rosé. Additionally, upgrades in the First and Club lounges at Heathrow Terminal 3 and a newly installed bar in the Terminal 5 First lounge have been introduced, underscoring British Airways' unwavering commitment to luxury.

Calum Laming, British Airways’ Chief Customer Officer, remarked on the ongoing efforts to heighten the airport experience. "The airport journey is pivotal for our patrons, especially our premium clientele. Our focus remains on catering to their diverse needs, whether it's a serene space, a working nook, or a culinary feast inspired by British originals. We're optimistic these enhancements will significantly enrich our customers’ pre-flight moments."

Further elevating the in-flight experience, the airline has rolled out snack boxes on all long-haul flights for its World Traveller and World Traveller Plus passengers. These boxes brim with a variety of sweet and savoury delights, from chocolates to popcorn, amplifying the range of in-flight snack choices.

British Airways is taking luxury air travel to the next level with its ongoing efforts to enhance customer experience. The airline has exciting plans in the pipeline to revamp its lounges in Edinburgh and Seattle. Additionally, passengers can look forward to the introduction of comfortable day beds in the Concorde Room and a specially crafted martini created in collaboration with renowned mixologist Mr Lyan, as well as engineering experts Bremont and CALLUM.

These upgrades, both on the ground and in the air, cement British Airways' position as a leader in the world of luxury travel.

Customers travelling in First and business class (Club World and Club Europe), as well as Silver or Gold Executive Club members, can use the airline’s Club lounges. Sapphire or Emerald members of Oneworld partner frequent flyer programmes are also eligible.