British Airways names as exclusive global services partner

British Airways announced today that Agency.Com will be the exclusive global interactive services partner in its new eCommerce division
The separate division has been formed to continue British Airways’ online success and maintain its lead in world-class customer service across all digital channels. Agency.Com will be dedicating strategy, marketing, creative and technology staff to the airline. The new entity will be led by Pat Gaffey reporting to Carl Michel, Commercial Director at British Airways.

Carl Michel said: “This is the next step in our plans to provide our customers with the best service in the industry on the ground, in the air and through the Internet. At the same time, we will enjoy a faster time-to-market for our product introductions and additional sales channels at lower cost. British Airways has led the industry in leveraging the power of the Internet to advance our position as the premier provider of travel services and we will continue to set the pace.

Chan Shu, Chairman and CEO of Agency.Com, said: “British Airways is at the cutting edge of eBusiness strategy for leading global corporations. With a focused, dedicated team, British Airways will now have the kind of fast-moving expert resources that can transform the way travel business is done on the Internet. We are very proud to have been chosen by British Airways to help make their vision a reality.

“British Airways is a prime example of our focus on long-term relationships with our clients. With our deep knowledge of the British Airways vision and systems, we can dedicate our global network of professionals to helping British Airways build the strongest interactive relationships with their customers worldwide.”

Pat Gaffey from British Airways said: “This move is a sign of our strong commitment to this medium. We created this division to further accelerate our eBusiness strategy and implementation. We chose Agency.Com because they have the passion and knowledge we were looking for. Their global resources, expertise in building Internet businesses and innovations in creating Multiple Digital Channels (MDC) eBusiness frameworks mean that they were really the only potential partner for the scope of our interactive plans.


“This agreement underscores the success of our partnership and the commitment of both organisations to our common success. We look forward to a long and fruitful relationship.’’