Robert Tyrrell

Robert Tyrrell has extensive experience in customer experience and operational leadership within the airline industry, currently serving as Head of Customer Experience at British Airways, Heathrow, since January 2011. In this senior leadership role, Robert has successfully driven improvements in key performance metrics such as NPS, eNPS, customer satisfaction, and punctuality during a period of significant change. Previously, Robert held various managerial positions at British Airways, including Head of Gatwick Cabin Crew and Area Manager for Inflight Customer Experience, overseeing a large team and implementing effective operational strategies. Prior experience at Aer Lingus included roles in performance management and training delivery, contributing to enhanced cabin crew performance and communication initiatives. Robert holds a BA in Business & Human Resource Management from Dublin Business School and a Diploma in Travel & Tourism from IATA.