Writing to the airline’s Executive Club members, Doyle said waiting times had increased during the pandemic due to "constantly changing and complicated" travel restrictions.
The airline is reportedly replacing its phone systems to "create a better customer experience" and recruiting more people to take up roles in its call centres.
"To be frank, we’ve been moving from one set of restrictions to another and the amount of change we’ve been dealing with over the past couple of years from week to week has been relentless," Doyle wrote.
"I’m not seeking to make excuses for things that should have gone better. What I am doing is making a personal commitment to you that we will build a better British Airways."
The carrier also said it is creating a "more premium experience" for its passengers, with operations teams working on a new baggage tracing system which will allow guests to track bags via their phones.
BA will also continue with its table ordering service in its lounges it launched during the pandemic, as well as complimentary water and snacks it offers on short-haul flights in its Euro Traveller cabins.
"We know change starts from within," Doyle added.
"Our teams across the airline have been through a lot, and I am looking at what we need to do to recognise and reward the people we know make a difference to your journey, and ensure they have everything they need to feel empowered to do the right thing by you every single day."
Posted by Veronica Silva Cusi, news correspondent
About British Airways:
British Airways is a full service global airline, offering year-round low fares with an extensive global route network flying to and from centrally-located airports.
Published: Tuesday, February 1, 2022
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