BA’s director of customer experience Troy Warfield departs

The airline says it plans to appoint a successor for Warfield, who was only in the role for 18 months, “in due course”.

Troy Warfield (far right) with TV presenters Gary Lineker and Mark Wright at British Airways’ fun run event.

Troy Warfield has left British Airways after a year and half as its director of customer experience.

Warfield, who was hired as part of the company’s attempts to reshape its marketing team, was responsible for more than 14,000 cabin crew and all customer insight, customer relations, product development and partnership activity. He reported in to executive chairman Keith Williams and then his replacement Alex Cruz and was also on the airline’s executive board.

BA has confirmed his departure but is yet to confirm a successor. A spokesperson told Marketing Week the airline plans to appoint a new person to the role “in due course”.

Warfield’s appointment raised some eyebrows at the time because he joined without any previous airline experience. Prior to BA, he worked at Avis and also ran brands including Andrex, Kleenex and Velvet for Kimberley-Clark in Europe.

British Airways is currently dealing with the fallout from an IT meltdown that left thousands of passengers stranded. The outage, which the airline says was caused by human error, affected 75,000 customers and is likely to cost the company tens of millions of pounds.

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Comments
  • Jim Norris 20 Jun 2017 at 4:25 pm

    He had better get back to Andrex – he’ll need the product to clean up the mess he has left behind. Cabin crew strike next!

  • John 21 Jun 2017 at 10:13 am

    Think your editors need a new org chart – Keith Williams departed a while back.
    Hopefully his replacement will treat the BA cabin crew a lot better.

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