Eddington pledges to back agents for ‘years to come’

BAchief says retailers are an important part of the carrier’s future success

Eddington pledges to back agents for ‘years to come’

Report by LOUISE LONGMAN

Struggle: Eddington admitted BA had faced a few challenges in his first year

BRITISH Airways chief executive Rod Eddington has revealed his plans to support the UK travel trade and has pledged to work with agents for “many years to come”.

Addressing a packed auditorium at the Institute of Directors in London almost a year to the day after he took over from predecessor Bob Ayling, Eddington told a 300-strong audience that travel agents are part of BA’s future plans.

He said: “I’m sure travel agents will have a key role to play, not just for tomorrow, but for many years to come. My goal is to engage in a sensible dialogue with agents. The moment we forget them, that’s the moment we struggle.”

Referring to BA’s Fresh Approach agent remuneration package, Eddington admitted it “has been a challenge for us at BA”, but stressed his commitment to agents by referring to Guild of Business Travel Agents chairman Don Lunn.

“Don Lunn from the GBTA is here on my table today. He is a key partner for British Airways,” he said.

Eddington denied suggestions he had deliberately maintained a low profile during his first year at BA, claiming his priority had been to speak and listen to BA staff.

“I don’t just mean employees at Gatwick and Heathrow – I’ve been talking to key teams at Birmingham, Newcastle and Manchester; people working in cargo, finance and engineering.

“I’ve been asking them questions such as what do they really like about BA? What don’t they like? What’s broken and how can they fix it? Most have engaged in asensible conversation. There have been very few moans.”

Eddington acknowledged that morale at the carrier had picked up since his arrival.

“After my first three months I could see that commitment to BA was strong. It was the morale that was bruised,” he added. “My focus has been to speak to frontline staff and find out how they work with customers, not with management.”