British Airways Uses AI to Improve Operations and Rebuild Trust

British Airways Turns to AI to Improve Reliability and Restore Reputation

British Airways has reported a significant improvement in its flight punctuality, attributing the gains to its recent integration of artificial intelligence into core operations. The airline, which faced mounting criticism over years of flight disruptions, IT system failures, and operational challenges, is now positioning itself as a model for tech-driven transformation in the aviation sector.

In the first quarter of 2025, 86 percent of British Airways flights departing from Heathrow left on time—a record high for the airline. This improvement comes after years of underperformance, particularly in the wake of the COVID-19 pandemic, which severely impacted global air travel and exposed critical weaknesses in BA's infrastructure. These efforts come amid broader operational stresses at Heathrow, such as the recent fire incident that led to over 1,300 flight disruptions, further underlining the importance of reliable systems.

Chief Executive Sean Doyle described the AI-powered systems as instrumental in changing the airline’s operational dynamics.
Doyle remarked:

"The tech colleagues now have at their fingertips has been a real game changer for performance."

The AI tools introduced by the carrier are capable of real-time decision-making. They analyze data to optimize routes, avoid adverse weather, assess whether delays or cancellations are more efficient, and even allocate aircraft to gates in ways that reduce passenger inconvenience. This proactive system replaces the previously reactive model that often led to cascading delays across flights and routes.

British Airways' parent company, International Airlines Group (IAG), has committed £7 billion to support the airline’s recovery and modernization. This includes a specific £100 million investment dedicated to operational resilience, IT upgrades, and hiring 600 new staff at Heathrow. The move is part of a broader strategy to restore BA’s global standing and consumer trust, which has been eroded by multiple high-profile IT outages in 2017, 2019, and 2022.

Aviation analyst John Strickland underscored the urgency of the airline’s turnaround effort.
Strickland explained:

"They had to turn it around. All airlines had a hard time coming out of COVID but BA was really struggling."
However, he also cautioned against early celebration, adding:
"The real challenge will be the peak summer travel season, when operational pressures multiply."

Despite progress, BA still faces external challenges, including delays in aircraft parts from suppliers like Rolls-Royce and widespread air traffic control issues across Europe. While the recent figures are promising, the consistency of performance will be closely watched as travel demand rises during the summer months.

IAG Chief Executive Luis Gallego offered a candid assessment of the airline’s recent history.
Gallego stated:

"It can do much better."