British Airways' Turnaround Strategy

{"company":"British Airways","sections":[{"label":"Situation","title":"The problem","body":"In early 2020, British Airways faced a staggering 40% decrease in customer satisfaction ratings, plummeting to 60% following the introduction of a new self-service check-in process that confused passengers. With a budget cut of £400 million due to the pandemic, they needed to act quickly to retain customers and reduce churn."},{"label":"Decision","title":"What they did","body":"Instead of rolling back to the old system or making sweeping changes across all airports, British Airways opted to implement small-scale pilot projects in three major hubs: Heathrow, Gatwick, and Manchester. They actively sought feedback from passengers and staff, allowing for iterative improvements based on real-world…

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