Case Study

British Airways: How automation helped unlock travel in the pandemic

At a Glance

During the pandemic, the CEO at British Airways put down a mandate to “let me know how automation can help” the business. That mandate kick-started automation at British Airways. The automation team grew from just three people in 2020 to a 25-strong Automation Center of Excellence in 2023, blended with experts from TQA, to deliver some outstanding results.

Industry
Agentic AI for Aviation, Airlines and Travel
Key Technology

British Airways' automation journey

At UiPath Together 2023, Sarah Barr Miller, Director of Data and Automation, shared British Airways’ journey from process automation to AI-powered automation. Watch it now.

Play Video
Explore Agentic and Automation in Airlines

Editor’s comment

This video was recorded at UiPath on Tour, London, in 2023, under our former brand name, Tquila Automation. Our company is now known as TQA.

Together, we’ve built a capability that is now integral to how we operate—whether that’s automating complex booking scenarios, supporting customer document processing during the height of travel restrictions, or exploring the next wave of AI opportunities like image-based damage detection and enhanced customer handling.

Sarah Barr Miller British Airways
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