British Airways announces further Indian investment ahead of milestone anniversary

A Worker at the British Airways 'CallBA' call centre near Delhi.
Photo Credit: British Airways

UK national flag carrier British Airways has officially opened its new global call centre named ‘CallBA’ in Gurugram, located near Delhi, providing an enhanced customer experience to travelers worldwide.

The inauguration of the new Gurugram operation comes ahead of the national carrier’s celebration of 100 years of flight services to India next year.

British Airways has a long history of connecting the UK and India, and first flew to New Delhi in 1924. British Airways opened its first call centre in India in 2006. 

Notably, the airline is now exceeding pre-pandemic levels of flights to India, with the latest generation business class cabin now flying on Mumbai, Delhi and Bangalore 

24/7 global support

The Chairman and CEO of British Airways, Sean Doyle, unveiled the new office space, where a highly trained team of 1,400 colleagues now offer round-the-clock support to thousands of customers from various regions, including the US, Europe, and Asia Pacific.

Photo Credit: British Airways


In the past few years, CallBA has witnessed significant growth, doubling its size since 2019. The new facility comfortably accommodates the entire team, equipped with a state-of-the-art cloud-based telephone system.

This system enables efficient call-flow management and provides access to insightful data, enabling personalized customer experiences.

100 years of flight service

Expressing his enthusiasm, Sean Doyle, Chairman and CEO of British Airways, said, “British Airways has been serving India since 1924, making it one of our most cherished and long-standing destinations.”

“The investment in our Customer Care team at CallBA aligns with our vision to consistently enhance and upgrade our customer service.”

“As we continue to invest in our people and expand our customer service teams in the region, we remain dedicated to the country and its people, striving to create a better BA.”

Pandemic recovery

British Airways has shown remarkable recovery from the impacts of the pandemic, with the number of flights from India to London surpassing pre-pandemic levels.

Presently, the airline operates 56 flights per week, serving five Indian gateways, namely Delhi, Mumbai, Chennai, Bangalore, and Hyderabad.

In addition to the expansion of call centre operations, British Airways takes pride in its collaborations. The airline has partnered with IndusInd Bank and joint business partner Qatar Airways to introduce a new multi-branded airline credit card.

Starting from July, cardholders will have the opportunity to collect Avios and enhance their travel experiences. The benefits of the card range from fast-track services to meet-and-greet and concierge services.

Passengers traveling between Mumbai, Delhi, and Bangalore can now enjoy the newly designed Club Suite cabin in the business class.

This cabin offers direct-aisle access, increased privacy with suite doors, and luxurious flat-bed seats arranged in a 1-2-1 configuration.

Furthermore, British Airways is set to introduce a new uniform for its cabin crew, pilots, and check-in agents. This will be the airline’s first new uniform in the past 20 years, reflecting their commitment to a refreshed brand image.

Click the banner to subscribe to our weekly newsleter.

By Len Varley - Assistant Editor 4 Min Read
4 Min Read
You Might Also Enjoy