E-ticketing, self-service kiosks and online information services have helped turn around the fortunes of British Airways (BA), the airline has reported.
By restructuring short-haul routes and focusing on payment and collection services popular with bargain online rivals, the airline's full-year pre-tax profits have climbed to £230m, compared with £135m in 2003.
BA chief executive Rod Eddington said that a greater use of technology was helping improve customer experience and slash operational costs such as fulfilment and printing.
"In the UK, two out of every three BA customers are travelling with an e-ticket," said Eddington.
At the end of last year BA's chief information officer Paul Coby said that IT would be a 'key enabler' in moving the airline forward, helping it improve customer service and better manage planes and resources.
"This year, we have installed 191 new self-service kiosks around the network and more than 50 per cent of our short-haul leisure fares are now sold via ba.com in the UK," said Coby.
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