The Challenge
British Airways needed its Heathrow operation to move from reactive to reliable excellence. That meant tackling three critical challenges: improving punctuality, strengthening the baggage operation, and supporting colleagues following the disruption of the pandemic.
The Turning Point
The pandemic had revealed the limits of the old operating model. Experienced colleagues had left and induction levels of new recruits were at an all-time high. This gave way to a major step change in the way the directorate operated.
The Solution and Impact
The program centered on three objectives: Every Second Counts, Every Colleague Matters, and Every Customer Is Unique. Smaller, accountable teams replaced large, impersonal groups. Zoning models provided ownership of specific flights and customers. A new Airport Operations Control Center provided visibility, while investment in tools, colleague spaces, and dashboards equipped teams to succeed.
In under a year, punctuality and reliability rose, customer satisfaction improved, and colleague engagement strengthened. Heathrow now operates with greater confidence, resilience, and pride.
Empowerment at the Center
At the heart of the change was people empowerment. The investment in personnel, leadership, and technology meant colleagues felt a renewed ownership of the success of the operation.
