British Airways to offer free in-flight access to messaging apps

From next month, British Airways passengers will be able to use messaging apps on their flights for free.

The airline said it will roll out the service over two weeks starting April 3, allowing travelers to send and receive text messages on apps including WhatsApp, iMessage, Facebook Messenger and Teams.

All of the carrier’s aircraft at Gatwick and more than 80% of its Heathrow-based fleet are equipped with Wi-Fi, with the remainder due to be equipped with the technology by the end of 2025.

Passengers must sign up to British Airways’ complimentary loyalty programme to use the free onboard messaging, which will be limited to one device per person.

Those who want to use apps to send or receive images, videos or attachments, browse the internet or stream content can purchase passes costing between £4.99 and £21.99.

Improved Wi-Fi access is part of British Airways’ £7bn “transformation plan”.

This includes the development of a new mobile app and website, which will improve support for customers whose flights are cancelled.

The airline said the changes will allow passengers to book seats on alternative flights, including those operated by other carriers.

Passengers eligible for hotel rooms and food will also receive vouchers directly to their electronic devices.

Difficulties in accessing call centres or finding staff at airports often force customers of all airlines to pay in advance for food and accommodation in the event of disruption, and then submit refund requests later.

This leads to many passengers missing out on what they are entitled to receive under consumer laws because they are unaware of their rights or cannot afford the costs.

TV presenter Steph McGovern hosted an event for the airline in the City of London on Monday night, where she told bosses: “I’m going to be honest with you, I hate the app.”

Sales director Colm Lacy responded: “I wish I had a pound for every time I heard that statement.”

He added: “Having a new technology platform allows us to do things that we simply can’t do on our existing platform. It’s all about customization.”

Other areas included in the ‘transformation plan’ include new seats for short-haul and first class flights, the use of AI to improve flight punctuality and aircraft reliability, a new lounge at Dubai airport and the return of flights between Heathrow and Kuala Lumpur, and between Gatwick and Bangkok.

Sean Doyle, British Airways Chief Executive, said: “We are on a journey to a better BA for our people and our customers, supported by a transformation programme that will see us invest £7 billion over the next two years to revolutionise our business.

“We will take delivery of new aircraft, introduce new cabins, improve our customer service, focus on operational performance and manage our environmental impact by reducing our emissions and creating a culture of sustainability.

“We are also investing heavily in the development of a new ba.com website and app and are focusing our efforts on transforming our business and solving our customers’ problems.”