Martinoli joined from BA sister airline Iberia in June last year. There, she had redesigned the company’s customer experience, which led to a 27-point increase in satisfaction scores. At BA, she has launched Premium Transfer Drive – a service to ensure customers make their onward connecting flights. A big date in the diary next year for Martinoli is BA’s centenary celebrations.
The latest work, news, advice, comment and analysis, sent to you every dayregister free