New Director of Customer Experience appointed

British Airways has appointed Troy Warfield as its new Director of Customer Experience, replacing Frank van der Post who left the airline in February. Troy joins British Airways on October 5 from Avis Budget Group, where he was Senior Vice President, Chief

Troy will be responsible for the British Airways brand, customer experience and service proposition as well as leading the airline’s 14,000 cabin crew and overseeing customer insight, customer relations, product development and partnership activity.

Keith Williams, Executive Chairman, said: “With the spotlight continuing to shine on our brand, Troy’s focus will be on meeting the growing and fast-changing expectations of our customers. Troy’s appointment and his experience with other leading customer brands demonstrates our commitment to place the experience of our customers at the heart of everything we do.

Speaking about his appointment, Troy said: “I’m delighted to be joining British Airways. I have been a BA customer for many years and pushing customer satisfaction to even higher levels is a challenge I relish. I understand the importance of exceeding customers’ expectations, day-in and day-out, and I’m looking forward to meeting the people who make British Airways such an iconic and well-loved brand.”

Troy will sit on the British Airways management committee. He is married with three children.