British Airways is reinforcing its commitment to customer satisfaction by placing renewed emphasis on its customer service operations. This focus is underscored by the appointment of Calum Laming as Chief Customer Officer, a move signaling the airline’s dedication to enhancing every aspect of the passenger journey. From booking to arrival, British Airways aims to ensure a smoother, more supportive, and ultimately more enjoyable travel experience for all its customers.
British Airways and OneWorld logos for airline partnership and global reach.
Meet Calum Laming: Leading British Airways Customer Service Initiatives
Calum Laming brings a wealth of experience to British Airways, having dedicated his career to the aviation industry and customer-centric roles. His journey began at British Airways’ own low-cost subsidiary, Go, where he gained hands-on experience across various operational areas, from cabin crew to call centers and airport services. This foundational understanding of airline operations from the ground up provides him with a unique perspective on customer needs and service delivery.
Prior to returning to British Airways, Mr. Laming held significant positions at Virgin Atlantic, Air New Zealand, and Etihad Airways, honing his expertise in customer experience, brand management, product development, and marketing. Notably, he served as Vueling’s Chief Customer Officer for five years, where he was instrumental in transforming the airline’s customer experience strategy. This proven track record of customer service improvement makes him ideally suited to lead British Airways’ customer service enhancements.
Calum Laming, British Airways Chief Customer Officer, headshot showcasing airline leadership.
What This Means for British Airways Passengers
In his role as Chief Customer Officer at British Airways, Calum Laming is directly responsible for shaping the airline’s approach to marketing, onboard and ground products, customer care, and the overall in-flight experience. His leadership signals a holistic approach to customer service, ensuring that improvements are implemented across all touchpoints of the British Airways journey. Passengers can anticipate a continued focus on personalized service, efficient support channels, and innovative solutions designed to address their needs promptly and effectively. British Airways is committed to building on its legacy by ensuring that customer service remains a central pillar of its operations, striving to exceed expectations and foster lasting customer loyalty in the competitive global aviation market.
