LONDON- British Airways (BA) has confirmed the departure of its Chief Customer Officer, leaving a critical leadership role without a named successor. The move comes as the airline continues to balance cost control with passenger experience improvements.
Calum Laming’s exit marks another transition at the senior customer leadership level, a position known for high pressure and frequent turnover at the airline, according to PYOK.
Customer Leadership Transition at British Airways
British Airways has revealed that Calum Laming, its Chief Customer Officer, will officially leave the airline at the end of March 2026.
Although the timeline has been set, internal sources indicate that Laming has already stepped back from day-to-day responsibilities, with no recruitment process yet underway for a replacement.
Laming assumed the role in June 2022 with a clear understanding that the position was designed as a three to four-year tenure.
The role sits at the intersection of customer satisfaction and financial discipline, making it one of the most complex executive functions within the airline’s structure.
British Airways Chief Executive Sean Doyle previously stated that Laming brought a compelling vision to advance both the airline’s brand and customer proposition during a challenging operational period.
Key Initiatives and Service Investments
During his tenure, Laming led several high-profile initiatives that reshaped parts of the customer journey.
These included the rollout of new premium lounges in Dubai International Airport (DXB) and Miami International Airport (MIA), which now serve as the blueprint for a broader global lounge refurbishment program centered on Heathrow (LHR).
He also oversaw the redesign of British Airways’ short-haul cabins and guided the development of a new First Class seat scheduled to debut on the Airbus A380 fleet.
Seasonal branding initiatives, including an expanded Christmas onboard experience, were also introduced under his leadership.
Not all initiatives were well-received. Laming was closely associated with the “British Original” advertising campaign and the widely criticized “Brunchgate” incident, where long-haul Business Class catering substitutions drew negative feedback from premium customers.
Background and Career Path
Laming began his aviation career at GO Fly, British Airways’ former low-cost subsidiary, working across call center, airport, and cabin crew roles.
He later held senior brand and marketing positions at Virgin Atlantic, Air New Zealand, and Etihad Airways before joining Vueling, another IAG-owned airline, as Chief Customer Officer.
His varied background across full-service and low-cost carriers positioned him as a customer-focused executive with operational insight, attributes that shaped his approach at British Airways.
Ongoing Uncertainty Around Succession
The absence of a named successor has renewed attention on British Airways’ history of frequent leadership changes in the customer portfolio.
Laming’s predecessor, Tom Stevens, served just over a year, while Carolina Martinoli held the role for 5 years before moving to a senior IAG position and later becoming CEO of Vueling.
Speculation continues regarding future leadership changes at British Airways, but the airline has not commented on potential internal or external candidates for the Chief Customer Officer role.
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