British Airways (BA) Chief Executive Officer Sean Doyle has earned a £2.1 million ($2.8 million) bonus tied to a long-term share incentive plan, despite ongoing issues with customer service and compensation disputes.

The bonus followed Doyle’s sale of 650,000 shares in BA’s parent company, International Airlines Group (IAG), based in Madrid. The shares were sold on May 22 at approximately £3.30 each, under a 2022 performance-linked incentive scheme set to vest in 2025.

CEO Compensation Details

• Doyle’s base salary in 2023 was £670,000.
• Including bonuses and incentives, his total remuneration for 2022-23 reached around £1.5 million.
• The £2.1 million bonus stems from the share sale linked to the long-term incentive plan, mostly awarded in shares.

Operational Performance vs Customer Satisfaction
British Airways has made operational improvements, ranking as the 7th most punctual global airline and 8th in Europe as of April 2024, with notable on-time performance at London Heathrow (LHR).

However, customer satisfaction remains a concern:

• IAG’s 2024 Net Promoter Score (NPS), measuring passengers’ likelihood to recommend the airline, stood at 22.6, below the target of 28.6.
• While above Bain & Company’s “good” threshold of 0, this score trails competitors like Lufthansa, which scored 35 in 2023.

Compensation Disputes and Customer Complaints
Between October and December 2024, British Airways paid nearly £1.5 million in compensation claims after initially denying them. An independent arbitration service reviewed 3,199 complaints, resolving 2,833 cases, with 89% ruled in favor of passengers.

 These cases involved delays, cancellations, and lost luggage, highlighting a disconnect between operational metrics and passenger experience.

Leadership Pay Disparity
In 2024, IAG disclosed a significant gender pay gap among senior leadership, with male executives earning an average of over €745,000 annually, compared to €151,000 for female executives in equivalent roles.

 The group attributed this disparity to the absence of women in CEO and chairman positions, underscoring the need for leadership equity reforms.

Ongoing Challenges and Industry Context
Despite Doyle’s leadership since October 2020, British Airways continues to face criticism over service quality and staff compensation. The CEO’s substantial bonus contrasts sharply with cabin crew pay issues, where some staff have received less than minimum wage in past years and have limited bonus opportunities.

British Airways is balancing shareholder expectations linked to executive rewards with the pressing demand for improved passenger experience and fair employee treatment.

This development highlights the complex dynamics at British Airways as it navigates operational recovery, customer satisfaction challenges, and leadership compensation scrutiny.

Customs officials at Indira Gandhi International (IGI) Airport intercepted an Indian passenger arriving from Sharjah on July 3, 2025, and seized gold worth over ₹1.34 crore. The passenger was stopped based on profiling by the Air Intelligence Unit at Terminal 3, leading to a thorough search of his baggage and person.

During the search, officers discovered two plastic pouches containing a yellow-coloured paste. Upon further examination, three gold bars weighing a total of 1,484.5 grams were extracted from the paste, valued at ₹1,34,87,395. The gold was cleverly concealed in paste form, a growing smuggling technique where gold is melted and mixed with other substances to avoid detection by scanners and physical inspection.

A case has been registered against the passenger under the Customs Act, 1962. Following interrogation, customs officials identified and intercepted another individual believed to be the intended receiver of the smuggled gold. The investigation is ongoing, and authorities have not disclosed the identities of those involved.

Smugglers often use innovative methods to transport gold, including hiding it in clothing linings, food items, electronic devices, and even aircraft structures. Multiple carriers are frequently employed to minimize risk. Most gold smuggling into India originates from the Middle East and Southeast Asia, with major airports like Delhi, Mumbai, and Chennai being common entry points.

Customs officials rely on advanced screening technologies, behavioral profiling, and random checks to combat these sophisticated smuggling attempts. Despite stricter regulations and increased enforcement, gold smuggling remains a significant challenge due to high import duties and price disparities.

This recent seizure highlights the ongoing vigilance of customs authorities in protecting the country’s economic interests and curbing illegal trade. The case also emphasizes the need for continuous adaptation of detection methods to keep pace with evolving smuggling tactics.

Emirates officially inaugurated its first dedicated travel store in Japan on July 8, 2025, marking a significant milestone in the airline’s expansion within the Kansai region. The new store, located in Osaka’s bustling commercial district, is designed to bring Emirates’ world-renowned hospitality and personalized service closer to customers, enhancing their travel planning experience.

The opening ceremony was graced by Nabil Sultan, Executive Vice President – Passenger Sales and Country Management at Emirates, alongside Mr. Hirofumi Yoshimura, Governor of Osaka Prefecture, and H.E. Shihab Alfaheem, Ambassador Extraordinary and Plenipotentiary of the United Arab Emirates to Japan. Emirates’ senior management, distinguished guests, and media representatives also attended the event, underscoring the importance of this new venture.

Spanning 110 square meters, the Emirates Travel Store offers a comprehensive, customer-centric environment where travelers can receive expert assistance from a multilingual team. The staff is equipped to support both Japanese and international customers with flight bookings, travel-related information, and bespoke itinerary planning. This personalized service aims to address the diverse needs of travelers, from leisure tourists to business professionals.

The store’s interior has been thoughtfully designed to reflect modern luxury and comfort. Soft beige lounge chairs and sleek contemporary furnishings create a warm and relaxed atmosphere, encouraging customers to take their time while planning their journeys. To enhance convenience, the store features a self-service kiosk and an innovative personalized Queue Management system, streamlining customer flow and reducing wait times. Additionally, a selfie mirror with unique backgrounds showcasing popular Emirates destinations adds an interactive and engaging element to the customer experience.

During the opening remarks, Mr. Nabil Sultan emphasized the strategic importance of the Japanese market for Emirates. He stated, “Japan is a vital market for Emirates, and today’s opening reflects our commitment to building even deeper connections with our valued customers and partners here in the Kansai region by bringing our products and services even closer to them. The opening of our first retail store in Osaka is a reflection of our customer-first philosophy and we’re confident that this space will enable us to engage in more meaningful ways with the Japanese community.”

Emirates continues to strengthen its presence in Japan with daily flights to Osaka Kansai, Tokyo Narita, and Tokyo Haneda airports. The airline’s fleet serving Japan has been retrofitted with enhanced products, including upgraded seating, improved in-flight entertainment systems, and premium dining options, ensuring a superior travel experience for passengers.

The Emirates Osaka Travel Store is open Monday through Friday from 11:00 AM to 1:00 PM and 2:00 PM to 7:00 PM, with a break between 1:00 PM and 2:00 PM. The store remains closed on weekends and public holidays to maintain optimal service quality during operational hours.

This new retail space not only serves as a booking and information center but also acts as a cultural bridge, promoting greater understanding and exchange between Japan and the UAE. Through this initiative, Emirates aims to foster stronger community ties and encourage more travelers from the Kansai region to explore the world with the airline’s extensive global network.

With this innovative travel store, Emirates is setting a new standard for customer engagement in Japan, combining state-of-the-art technology, personalized service, and elegant design to create a unique and memorable travel planning experience.

Etihad Airways is set to transform the Abu Dhabi–Kolkata route by introducing its cutting-edge Airbus A321LR aircraft starting September 26, 2025. This marks a significant milestone as Etihad brings its renowned wide-body luxury experience to a single-aisle aircraft for the first time on this busy medium-haul corridor, enhancing comfort and premium service across all cabins.

The A321LR is designed to deliver wide-body comfort with fuel-efficient technology, making it ideal for regional routes with increasing demand for premium travel. It features two exclusive First Class suites, 14 lie-flat Business Class seats, and a spacious Economy cabin accommodating 144 passengers, all equipped with next-generation amenities.

In First Class, passengers will enjoy fully enclosed suites with sliding doors, offering complete privacy, a fully lie-flat bed, and a companion seat for shared dining. Each suite is equipped with a large 20-inch 4K touchscreen entertainment system with Bluetooth audio pairing and Qi wireless charging. The suite also includes a cocktail table with wireless charging and custom headrest covers, creating a personalized luxury environment akin to Etihad’s flagship wide-body aircraft.

Business Class features 14 lie-flat seats arranged in a 1-1 herringbone layout, providing direct aisle access and window-facing orientation for enhanced privacy. These 78-inch beds come with 17.3-inch 4K entertainment screens, wireless charging, Bluetooth headphone pairing, and ample storage. The design balances passenger comfort with operational efficiency, as the seats do not have sliding doors to keep the aircraft’s range optimal in high-temperature environments.

The Economy cabin offers some of the widest seats in the industry for a narrow-body aircraft, measuring 18.4 inches in width with up to a five-inch recline and ergonomic support. Each of the 144 seats features a 13.3-inch 4K touchscreen, USB-A and USB-C charging ports, and access to Etihad’s state-of-the-art entertainment system. Thirty-six seats provide extra legroom, enhancing comfort on this medium-haul route.

Connectivity is a standout feature across all cabins. The A321LR is equipped with Viasat’s advanced multi-orbit satellite system, delivering high-speed Wi-Fi with speeds up to 1 Gbps, enabling seamless streaming, browsing, gaming, and live TV from gate to gate where permitted. Complimentary messaging is included for all passengers, with full connectivity available for premium customers.

This aircraft will serve not only the Abu Dhabi–Kolkata route but also other destinations including Chennai, Algiers, Athens, Bangkok, Copenhagen, Milan, Paris, Riyadh, Zurich, Tunis, and various Southeast Asian cities, expanding Etihad’s regional network with enhanced comfort and connectivity.

Etihad is also enhancing the end-to-end First Class experience with premium services such as 24/7 personal travel planning through Etihad Concierge, private chauffeur transfers, dedicated check-in counters, exclusive lounge access, porter services, personal escorts on arrival, and soon, home check-in and “Land & Leave” services in Abu Dhabi. First Class passengers at Zayed International Airport may even be chauffeured directly to the aircraft door in a private limousine.

This upgrade aligns with Etihad’s “Journey 2030” vision, aiming to double its fleet size, triple passenger numbers, and open 16 new destinations in 2025 alone. The introduction of the A321LR symbolizes a transformational moment for the airline, blending luxury, efficiency, and connectivity on short and medium-haul flights, and reinforcing its strategic commitment to the Indian market and beyond.

Passengers traveling between the UAE and India can expect a seamless, luxurious journey with the latest in comfort, entertainment, and connectivity, making Etihad a highly competitive choice for premium regional travel.

In a landmark move to protect air travelers, Spain’s Ministry of Consumer Affairs has slapped a hefty €179 million fine on five major low-cost European airlines for imposing unfair fees on services traditionally included in ticket prices. The penalties target Ryanair, Vueling, EasyJet, Norwegian, and Volotea, accusing them of abusive commercial practices such as charging for carry-on luggage, seat selection, and printing boarding passes services once considered standard.

The largest burden falls on Ryanair, fined approximately €107 million, reflecting its dominant role in the Spanish market. Vueling, the Barcelona-based carrier under IAG, faces a €39 million penalty, while EasyJet was fined €29 million. Smaller fines were imposed on Volotea (€1.9 million) and Norwegian (€1.6 million), marking one of the EU’s most forceful crackdowns on ancillary airline fees to date.

Spanish authorities argue these fees violate EU consumer protection laws by creating misleading fare structures and unfairly burdening travelers especially families, those less comfortable with digital check-in, and passengers with dependents. The ministry highlighted the discriminatory practice of separating families unless extra fees are paid for adjacent seating.

This enforcement aligns with broader EU efforts to regulate airline fees. The European Parliament is advancing legislation to standardize carry-on baggage allowances as part of the base fare, aiming to eliminate hidden charges by late 2025 or early 2026. Consumer groups like the European Consumer Organisation (BEUC) have backed these moves, filing complaints against airlines for opaque pricing practices.

However, the airline industry is resisting. Spain’s airline association (ALA) criticized the fines as “nonsense” and warned that banning such fees could raise base ticket prices and undermine the low-cost model. Ryanair and Vueling plan to challenge the rulings in court, while legal proceedings have already temporarily suspended fines for some carriers.

For travelers, these developments promise greater transparency and fewer surprise fees at airports. The Spanish ministry insists that charges for services like carry-on bags, seat assignments, and boarding passes must be clearly disclosed and justified, reinforcing the principle that basic travel amenities should not come with hidden costs.

Spain’s decisive action sends a strong message across Europe: airlines must respect consumer rights and ensure fair, honest pricing in an industry long criticized for fragmented fees and confusing fare structures.

Dubai Duty Free (DDF) has shattered records in the first half of 2025, posting an unprecedented AED 4.118 billion ($1.13 billion) in sales, marking a 5.3% increase year-over-year at Dubai International Airport—the world's busiest international airport. This milestone surpasses the previous half-year record by nearly AED 209 million ($57 million), underscoring the retailer’s robust recovery and Dubai’s enduring appeal as a global travel hub.

A key driver behind this surge was the soaring popularity of Dubai chocolate, with 2.5 million bars sold in six months, elevating its share of the confectionery category to a remarkable 40%[User query]. Confectionery sales alone surged by 62.7%, contributing significantly to the growth alongside strong performances in perfumes, beverages, tobacco, and gold. Perfumes accounted for 18% of total revenue, reaching AED 744 million ($203 million), while cigarettes and tobacco sales rose by over 12%.

The record-breaking sales were fueled by a spike in travel during the Eid holidays and early summer season, with April, May, and early June showing particularly strong retail activity. DDF’s Managing Director, Ramesh Cidambi, highlighted that spend per passenger in June is likely to exceed last year’s levels, reflecting both increased passenger volumes and higher consumer spending. He credited the achievement to his team’s dedication and Dubai’s position as a premier travel destination.

Significant refurbishments of three arrivals shops across all terminals contributed to a 6.3% sales uplift in May, enhancing the shopping experience and boosting revenue[User query]. Terminal-wise, Terminal 3—the largest and busiest recorded a 6.4% increase in duty-free sales, while Terminal 1 grew by 5.3%. Regionally, European travelers led growth with a 16.9% rise in spending, followed by the Middle East and Russia, while the Indian subcontinent showed more modest gains.

Looking ahead, DDF is preparing for a busy summer travel season, expecting around 3.4 million passengers between June 27 and July 9, with daily volumes exceeding 265,000[User query]. However, Cidambi cautioned that higher passenger numbers do not always translate into proportionate spending, especially among family groups[User query]. Additionally, regional geopolitical tensions, including the recent Israel-Iran conflict and subsequent U.S. sanctions on Iran, present uncertainties that could impact travel and retail dynamics in the second half of the year[User query].

To capitalize on growth opportunities, DDF plans to open three new luxury boutiques—Louis Vuitton, Chanel, and Cartier—in Terminal 3’s Concourse A, aiming to further elevate its high-end retail offering and attract affluent travelers[User query].

Beyond Dubai International, DDF is also preparing for the future transition to Al Maktoum International Airport (Dubai World Central), which is undergoing a $35 billion expansion and is expected to become the region’s mega-hub by 2034 with a projected capacity of 260 million passengers annually[User query]. Currently serving mostly cargo and charter flights, Al Maktoum’s passenger numbers are rapidly growing, positioning DDF to play a central role in shaping retail at the UAE’s future aviation gateway.

In summary, Dubai Duty Free’s record half-year performance in 2025 reflects a potent combination of strategic refurbishments, strong travel demand, and expanding luxury retail, reinforcing Dubai’s status as a global nexus for travel and shopping. The retailer remains optimistic yet cautious as it navigates geopolitical challenges and prepares for a dynamic second half of the year.