0:00:02 > 0:00:05British Airways is one of the UK's most visible brands.
0:00:06 > 0:00:10It sells Britishness as a mark of quality.
0:00:10 > 0:00:13Some passengers are happy to part with small fortunes to
0:00:13 > 0:00:15fly in its first class.
0:00:15 > 0:00:19A one-way fare is just over 10,000.
0:00:19 > 0:00:23But in the last decade the business has faced financial crisis.
0:00:23 > 0:00:25Today, more people fly easyJet than BA.
0:00:27 > 0:00:31We all fly to the same destinations so what can we do to stand out?
0:00:31 > 0:00:34As the airline reaches a turning point,
0:00:34 > 0:00:38our cameras have been allowed unique access to its inner world.
0:00:38 > 0:00:40From the top level decisions...
0:00:40 > 0:00:42We're not as big in China as we should be,
0:00:42 > 0:00:45so getting this right is very important.
0:00:45 > 0:00:48..to the daily challenges of its global operation.
0:00:48 > 0:00:51The 552 rows back on stand to off-load a passenger having
0:00:51 > 0:00:53a panic attack.
0:00:53 > 0:00:57We've been following some of the airline's 40,000 staff...
0:00:57 > 0:00:59Do you know what the pressure is on?
0:00:59 > 0:01:01..as they work to meeting exacting standards.
0:01:04 > 0:01:05Very disappointing.
0:01:06 > 0:01:10In this episode, we'll reveal how they train their newest recruits.
0:01:11 > 0:01:14It is almost like being in the military.
0:01:14 > 0:01:17If you receive four snapshots, your contract may be terminated.
0:01:17 > 0:01:20Keep their 280 aircraft in the air.
0:01:20 > 0:01:23At this moment in time it's broken.
0:01:23 > 0:01:28And bring the world's biggest passenger plane into service.
0:01:28 > 0:01:30It's sort of making history for us, isn't it?
0:01:30 > 0:01:32And I never do anything like that.
0:01:38 > 0:01:42The airline's headquarters are at Waterside, just outside Heathrow.
0:01:42 > 0:01:44Good morning.
0:01:44 > 0:01:47I am starting my initial training course today.
0:01:47 > 0:01:49Just to remind you, then, to wear your pass at all times whilst
0:01:49 > 0:01:51you're in the building.
0:01:52 > 0:01:5618 anxious new recruits are about to start their first day
0:01:56 > 0:01:57of cabin crew training.
0:01:59 > 0:02:04OK, well, firstly, welcome to the mixed fleet operation within British Airways
0:02:04 > 0:02:06and congratulations.
0:02:06 > 0:02:09I know thousands and thousands of people applied this year to
0:02:09 > 0:02:12join us and we selected approximately 800 people to be
0:02:12 > 0:02:16sat where you're sat now, so you've done extremely, extremely well.
0:02:16 > 0:02:18Cabin crew are the face of the company
0:02:18 > 0:02:21and are expected to look immaculate.
0:02:23 > 0:02:26The skirt has to be on the knee, so that's absolutely fine.
0:02:26 > 0:02:29Any drinks or snacks?
0:02:29 > 0:02:31For many of the recruits,
0:02:31 > 0:02:33the uniform is part of the job's attraction.
0:02:33 > 0:02:34Are you excited?
0:02:34 > 0:02:37Very excited, yeah, especially now I've got this.
0:02:37 > 0:02:40From the very beginning, being an air stewardess was
0:02:40 > 0:02:42sold as a glamorous job.
0:02:42 > 0:02:45A sort of finishing school in the sky.
0:02:45 > 0:02:48Ladies and gentlemen, you may now unfasten your seat belts
0:02:48 > 0:02:49and smoke if you wish.
0:02:49 > 0:02:53I think it was every bit as glamorous as I thought it was going
0:02:53 > 0:02:56to be. In fact, it was so glamorous that I used to just walk around
0:02:56 > 0:03:00London in my uniform cos I just used to think that it was just so cool.
0:03:02 > 0:03:05Ros Hanby was the face of the airline in the 1970s.
0:03:06 > 0:03:09It was definitely important to look good.
0:03:09 > 0:03:12You were the in-flight entertainment.
0:03:12 > 0:03:14You weren't allowed to get married. There was
0:03:14 > 0:03:17an airline called Pan American when I was flying and they used to
0:03:17 > 0:03:20weigh their stewardesses before going on each flight.
0:03:22 > 0:03:26I don't think the words sexual harassment existed in those days,
0:03:26 > 0:03:29but, you know, we were, we all helped each other,
0:03:29 > 0:03:33I mean, I'd say, "Look up for 19B, he's looking a bit tricky."
0:03:33 > 0:03:36Ta-da. Nearly a life size Ros.
0:03:36 > 0:03:39When the photography took place, they were very embarrassed about
0:03:39 > 0:03:43telling me, well, actually we're, we're not going to use your body,
0:03:43 > 0:03:46and they told me it was cos I was not tall enough,
0:03:46 > 0:03:49but as you can see...
0:03:49 > 0:03:51Have you decided how you're going to wear your hair?
0:03:51 > 0:03:53Erm, in a bun.
0:03:53 > 0:03:5720-year-old Jodie Paris is one of the youngest recruits.
0:03:57 > 0:04:00For her, joining the airline is a chance for adventure.
0:04:00 > 0:04:04I've been working two jobs for God knows how long now,
0:04:04 > 0:04:07in this tiny little town and there's just such a massive world out
0:04:07 > 0:04:09there that I haven't seen yet.
0:04:09 > 0:04:11The hat is to be worn over the right eye.
0:04:12 > 0:04:13Perfect, thank you.
0:04:13 > 0:04:16- You're ready now, aren't you? - I love it.
0:04:16 > 0:04:20I'm really proud of myself and I just can't wait to...
0:04:20 > 0:04:25can't wait to start and deliver a world-class service.
0:04:25 > 0:04:29But not everyone who makes it on to the course will get to the end.
0:04:29 > 0:04:31Some sessions are going to be very light-hearted,
0:04:31 > 0:04:33this one's a little bit heavier.
0:04:33 > 0:04:38The next six weeks are designed to uncover who is and who is not BA.
0:04:38 > 0:04:42It's an 80% pass mark. That's not hard to achieve.
0:04:42 > 0:04:45It's front-line cabin crew Si Jones and Nadine Felan's job
0:04:45 > 0:04:48to make sure the recruits have got what it takes.
0:04:51 > 0:04:53Time, thank you.
0:04:53 > 0:04:56If you're a little bit late for your flight do you think you can
0:04:56 > 0:04:58stick your thumbs out on the runway and get a 747 to pull over
0:04:58 > 0:05:00and pick you up?
0:05:00 > 0:05:03Not going to happen, guys, is it, so punctuality is definitely one
0:05:03 > 0:05:05we're going to be putting onto our course contracts.
0:05:05 > 0:05:08British Airways has always been renowned for its cabin crew
0:05:08 > 0:05:10and certainly to get a job at British Airways is very hard,
0:05:10 > 0:05:14but I think it's because we don't want to dilute what we have.
0:05:14 > 0:05:15We don't want anybody to fail.
0:05:15 > 0:05:18Do you think, then, if you're not doing it quite right we're
0:05:18 > 0:05:19- going to tell you?- Yeah.
0:05:19 > 0:05:22Would you want to know if you're not getting it quite right?
0:05:22 > 0:05:25We can do this either verbally or we can do it by what's called
0:05:25 > 0:05:26a training snapshot.
0:05:26 > 0:05:28In this case, points doesn't make prizes, we're not Bruce Forsyth.
0:05:28 > 0:05:31We don't want you to accrue snapshots, these
0:05:31 > 0:05:35snapshots are recorded, documented, you do not have the right to appeal,
0:05:35 > 0:05:38OK, and you're going to carry that with you for the rest of the course.
0:05:38 > 0:05:41If you receive four snapshots, your contract may be terminated.
0:05:41 > 0:05:43OK, because you're not demonstrating to us
0:05:43 > 0:05:47what we expect from British Airways cabin crew.
0:05:47 > 0:05:48All right, are you all happy?
0:05:50 > 0:05:52OK, well, happy is the wrong word!
0:05:52 > 0:05:54Do you all understand?
0:05:56 > 0:05:59Si's snapshot warning has its desired effect.
0:05:59 > 0:06:03The snapshots and the points, slightly terrifying?
0:06:03 > 0:06:07Yeah, I think it's slightly nerve-racking, to be honest.
0:06:08 > 0:06:1229-year-old recruit Alice Kennedy is plane mad,
0:06:12 > 0:06:16and likes nothing more than spotting them in her spare time.
0:06:16 > 0:06:19I probably sound a bit of a plane geek, I just, I love plane spotting.
0:06:19 > 0:06:22I was on the M25 in the summer and ashamedly so actually, erm,
0:06:22 > 0:06:26went into the back of a car because I was plane spotting.
0:06:28 > 0:06:33For Alice, when it comes to planes, size definitely does matter.
0:06:33 > 0:06:35That's an A340.
0:06:35 > 0:06:36I like the A340, it's really good,
0:06:36 > 0:06:39and it's nice it's got the four engines as well, you know,
0:06:39 > 0:06:41they're a bit more interesting, there's a bit more to look at.
0:06:41 > 0:06:45I definitely prefer to watch the bigger planes coming over.
0:06:45 > 0:06:48There's a 747 there, taking off, which is brilliant,
0:06:48 > 0:06:49it's my favourite plane.
0:06:52 > 0:06:55The noise and just the sheer size of the plane is just,
0:06:55 > 0:06:56it's just fascinating, I love it.
0:06:58 > 0:07:02The company has the largest fleet of 747s in the world.
0:07:02 > 0:07:05The trouble is it's also one of the oldest,
0:07:05 > 0:07:07and they're heading for retirement.
0:07:10 > 0:07:12OK, I just had a message from Mr Walsh, he's going
0:07:12 > 0:07:14to be here in 15 minutes.
0:07:14 > 0:07:18Airline boss Willy Walsh is planning to modernise the fleet.
0:07:18 > 0:07:20With funding from banks around the world,
0:07:20 > 0:07:23replacements are on their way.
0:07:23 > 0:07:26'If you look at the aircraft that we have on order,
0:07:26 > 0:07:27'that we've committed to,'
0:07:27 > 0:07:29the list price of all those aircraft is about
0:07:29 > 0:07:3227, 28 billion US dollars.
0:07:32 > 0:07:35'Now, on any scale, this is a very big capital expenditure,'
0:07:35 > 0:07:38you know, very significant investment.
0:07:38 > 0:07:41One of the key new planes in the company's spending spree is
0:07:41 > 0:07:42the A380.
0:07:44 > 0:07:47Built across mainland Europe and the UK
0:07:47 > 0:07:50before being assembled in France, it's the biggest
0:07:50 > 0:07:56passenger jet in the world, and has a list price of £250 million.
0:07:57 > 0:08:00When these different sections are assembled,
0:08:00 > 0:08:03the wingspan will be the length of eight double decker buses.
0:08:04 > 0:08:06The airline industry is very competitive,
0:08:06 > 0:08:09the A380 is designed to make us more efficient,
0:08:09 > 0:08:13reduce our fuel bill, improve our environmental performance
0:08:13 > 0:08:16and give us the opportunity to expand our network as well.
0:08:19 > 0:08:22Six years in the planning, the company needs to make
0:08:22 > 0:08:24the most of the A380's arrival.
0:08:26 > 0:08:28And it's wrapped this press event
0:08:28 > 0:08:31in the Union Jack to give the air of a national celebration.
0:08:35 > 0:08:39The brand is masterminded by a Dutchman, Frank van der Post.
0:08:41 > 0:08:46The Brits are, I think, too reserved to talk about their own strengths
0:08:46 > 0:08:50and when I came in I said, "Guys, you know, you don't understand
0:08:50 > 0:08:53"what it means to be British and you should be proud of that."
0:08:53 > 0:08:55And everyone kind of looks at you
0:08:55 > 0:08:58and what's this mad Dutchman all about, but, you know,
0:08:58 > 0:09:02there's something to celebrate and these aircraft are quite expensive,
0:09:02 > 0:09:07and I think there's expectations of, of customers, high expectations, and
0:09:07 > 0:09:11it's up to us to make sure that we deliver to those expectations.
0:09:11 > 0:09:12For all the fanfare,
0:09:12 > 0:09:16many customers have already experienced the A380 at Heathrow.
0:09:16 > 0:09:21Emirates has a fleet of 39 and has been flying them since 2008.
0:09:21 > 0:09:24Outstripping its British rival in passenger numbers
0:09:24 > 0:09:28and encroaching on its luxury territory.
0:09:28 > 0:09:30Everything you see out the window is British,
0:09:30 > 0:09:32the wings are British, they're made in north Wales.
0:09:32 > 0:09:35The engines are British, Rolls-Royce, built in Derbyshire, but more
0:09:35 > 0:09:39importantly for our passengers, it's a beautiful aeroplane to travel in.
0:09:39 > 0:09:42Persuading people to spend more to fly has always been
0:09:42 > 0:09:44critical to the business' profits.
0:09:44 > 0:09:47So this is, I think, the killer cabin,
0:09:47 > 0:09:49this is the one that is going to make BA lots of money.
0:09:49 > 0:09:51This is traveller plus,
0:09:51 > 0:09:55got a slightly larger HD screen than we have in the economy cabins.
0:09:55 > 0:09:58The innovators of premium economy, their business
0:09:58 > 0:10:03and first class tickets account for only 14% of passengers,
0:10:03 > 0:10:06but can bring in as much as 45% of revenue.
0:10:08 > 0:10:11This is known as Millionaire's Door at Terminal 5,
0:10:11 > 0:10:14for those select few who fly first class.
0:10:16 > 0:10:20They have access to their own lounge, restaurant,
0:10:20 > 0:10:22spa and champagne bar.
0:10:24 > 0:10:27Competition in the luxury market is intense.
0:10:27 > 0:10:31Emirates A380s offer suites and on-board showers.
0:10:31 > 0:10:33For interiors manager Catherine Doyle it's
0:10:33 > 0:10:37all about the airline's invention, the flatbed chair.
0:10:37 > 0:10:38So this is first class,
0:10:38 > 0:10:41this is a variant of the seat which you'll see in our 777s and
0:10:41 > 0:10:45our 747 fleet, so lovingly known as prime seat, and this is called
0:10:45 > 0:10:48prime plus, literally because it's the same seats -
0:10:48 > 0:10:50our customers will recognise this,
0:10:50 > 0:10:53but then, because of the space, we've been able to really grow it out so
0:10:53 > 0:10:57when a bed goes to flat, we have far more bed space.
0:10:57 > 0:10:58And this is the other big item here,
0:10:58 > 0:11:02so this is our suitor. So you've got a lovely big gap
0:11:02 > 0:11:05under here which actually is capable of taking an IATA-size wheelie bag.
0:11:05 > 0:11:08So, no more of, oh, gosh, I've forgotten something,
0:11:08 > 0:11:09rummage around in a bin,
0:11:09 > 0:11:12you have to just lean out of your seat and help yourself.
0:11:12 > 0:11:15So this is bespoke, and we painstakingly inspect every single item.
0:11:15 > 0:11:18Back in March, when we did our final inspection on this aircraft,
0:11:18 > 0:11:20I actually spent two days literally on my hands
0:11:20 > 0:11:23and knees inspecting every inch of this cabin.
0:11:23 > 0:11:26Everything has to be perfect.
0:11:26 > 0:11:28A first class ticket will cost around ten times
0:11:28 > 0:11:30the price of an economy one.
0:11:30 > 0:11:32So this is 4K, at the rear of the cabin,
0:11:32 > 0:11:36when we first inspected it there was a tiny, tiny scratch just
0:11:36 > 0:11:38here on the corner, there.
0:11:38 > 0:11:39SHE GIGGLES
0:11:39 > 0:11:44It's not even a scratch because you can't even feel it, to be honest, it's probably just an imperfection
0:11:44 > 0:11:45in the dip of the anodise.
0:11:45 > 0:11:48The feedback we get from our customers, especially in
0:11:48 > 0:11:50a premium cabin, does go to that level of detail,
0:11:50 > 0:11:52so they'll tell me that
0:11:52 > 0:11:55there was a scratch here or, erm, you know, a ding there
0:11:55 > 0:11:56and they spotted it,
0:11:56 > 0:12:00and that shows you what level of detail they live their lives by and
0:12:00 > 0:12:03therefore we have to replicate that experience with the first brands.
0:12:06 > 0:12:09The airline's training base is at Cranebank,
0:12:09 > 0:12:10a few miles from Heathrow.
0:12:12 > 0:12:16Here generations of cabin crew have earned the right to represent
0:12:16 > 0:12:17the airline.
0:12:17 > 0:12:19And two at the front of the cabin.
0:12:20 > 0:12:23This latest recruitment drive comes in the wake of bitter
0:12:23 > 0:12:25industrial dispute.
0:12:27 > 0:12:30After a period of unrest and strikes by cabin crew in 2010,
0:12:30 > 0:12:35BA decided that future recruits would be employed under new terms
0:12:35 > 0:12:39and conditions as part of what the airline called their mixed fleet.
0:12:39 > 0:12:42Unfasten your seat belts! Come this way!
0:12:42 > 0:12:46Today's intake follows the same training as their predecessors,
0:12:46 > 0:12:51but are paid less, in line with their budget airline counterparts.
0:12:51 > 0:12:53Jodie, we're going to start with your brace position,
0:12:53 > 0:12:57so when you're ready please adopt the crew brace position.
0:12:57 > 0:13:00The first two weeks of training are about safety.
0:13:01 > 0:13:02Thank you, Jodie.
0:13:02 > 0:13:05Going to move on to look at the smoke hood now, show me
0:13:05 > 0:13:07how you'd get that smoke hood ready for use
0:13:07 > 0:13:09and if you'd like to correctly fit the smoke hood, please.
0:13:09 > 0:13:13The airline has not had a fatal accident in 29 years.
0:13:13 > 0:13:14Just turn around for me.
0:13:14 > 0:13:17It examines its recruits on every emergency procedure.
0:13:17 > 0:13:19OK, Jodie, if you'd like to take that off now, please.
0:13:22 > 0:13:24Jodie, I'm sorry to say that you haven't met
0:13:24 > 0:13:26the standard for this assessment.
0:13:26 > 0:13:30In crew brace position your head wasn't back.
0:13:30 > 0:13:33For the smoke hood, the bottom half of your bun was sticking out,
0:13:33 > 0:13:37so that can allow smoky air to get in, OK?
0:13:37 > 0:13:40Jodie's failure means she'll receive a written warning.
0:13:40 > 0:13:43Jodie, if you want to just go and take a seat down there for me.
0:13:45 > 0:13:49Right, what just happened is the SEP equipment practical assessment,
0:13:49 > 0:13:52and you failed it. So that means now that
0:13:52 > 0:13:55I need to give you a formal letter, which I'm going to give you
0:13:55 > 0:13:58a copy of to read. If you don't reach the required
0:13:58 > 0:14:02standard, your contract could be terminated with British Airways.
0:14:03 > 0:14:04Do you understand that?
0:14:04 > 0:14:06Yes. Thank you.
0:14:07 > 0:14:09OK.
0:14:09 > 0:14:11So what we do now is we'll take you back downstairs.
0:14:11 > 0:14:15I've worked so hard, it'd be such a shame to, you know, have it all
0:14:15 > 0:14:20thrown, all thrown away for a couple of, you know, silly mistakes.
0:14:20 > 0:14:23It doesn't seem like I've worked hard
0:14:23 > 0:14:25because obviously I have failed a couple of things, but I am
0:14:25 > 0:14:30working so hard, you know. There's been a few nights where I haven't
0:14:30 > 0:14:33slept because I've been revising and stuff and going over my drills.
0:14:33 > 0:14:35- It's not the easiest thing in the world.- But it is...
0:14:35 > 0:14:38Many of the trainees are joining from other airlines
0:14:38 > 0:14:41and have been through the process before.
0:14:41 > 0:14:42Don't worry, you've just shown me...
0:14:42 > 0:14:44But I can't be kicked off the course.
0:14:44 > 0:14:47You're not going to get chucked off the course.
0:14:47 > 0:14:50You've just failed one exam and it's not the end of the world and you're going to go back in,
0:14:50 > 0:14:53you've just shown them the correct position so you do know it.
0:14:53 > 0:14:57Take this off when you go in, because you can't brace with that jacket on.
0:14:57 > 0:15:01When I was at Virgin, I failed about six times, loads!
0:15:04 > 0:15:08At Terminal 5 Heathrow, it's the first big outing
0:15:08 > 0:15:09for the company's new plane.
0:15:11 > 0:15:16With ten rival airlines already flying the A380, for staff like
0:15:16 > 0:15:20Turnaround Manager Lisa Horegan, it's a relief to be catching up.
0:15:20 > 0:15:23I'm glad that we're finally keeping up with the new technology and
0:15:23 > 0:15:25new aircraft types.
0:15:25 > 0:15:27It's like I'm making history for us, really, isn't it?
0:15:27 > 0:15:29And I never do anything like that.
0:15:31 > 0:15:36The airline's first fully trained A380 pilot is Captain James Basnett.
0:15:36 > 0:15:39Before every flight we have a good look round the aeroplane to make sure
0:15:39 > 0:15:42the hatches are closed, make sure the engines are in good condition,
0:15:42 > 0:15:46everything that is really sort of a, a normal pilot would do on however
0:15:46 > 0:15:50big a plane, whether it's a tiny Cessna or an aircraft this size.
0:15:52 > 0:15:55It takes 22 cabin crew to run a plane this big.
0:15:57 > 0:16:00OK, down with the preboards, please.
0:16:00 > 0:16:02Straight across, and turn right.
0:16:02 > 0:16:06'Please ensure that all electronic devices, including mobile phones, are switched off.'
0:16:06 > 0:16:09- Shall I take you up to the front door?- Please.
0:16:09 > 0:16:13- Perfect.- Show me the way.- Sarah, would you mind just watching that door while it's open?
0:16:13 > 0:16:14Thank you very much.
0:16:14 > 0:16:17Last person on board is Frank, here to launch proceedings.
0:16:22 > 0:16:24Hi, there, how are you?
0:16:24 > 0:16:28So, are we good to go with the PA or shall I do it for you?
0:16:28 > 0:16:29The phone, can you remember?
0:16:29 > 0:16:31No.
0:16:32 > 0:16:34OK. There we go, push to talk, and off you go,
0:16:34 > 0:16:37you have to talk quite closely, so...
0:16:38 > 0:16:41Good afternoon, everybody, this is Frank van der Post.
0:16:41 > 0:16:44I hope you're settled in well and comfortable.
0:16:44 > 0:16:47It is great to have you on our flight to nowhere.
0:16:47 > 0:16:52We encourage you to kick back and relax, we do serve you a glass
0:16:52 > 0:16:55of wine, but I ask you one thing, please, don't scratch anything.
0:16:55 > 0:16:59With a cruising altitude of zero feet,
0:16:59 > 0:17:01this plane isn't going anywhere.
0:17:01 > 0:17:04The passengers are all staff who volunteered to come in
0:17:04 > 0:17:07on their day off to sit on the tarmac.
0:17:07 > 0:17:11It's a pretend flight to Hong Kong, to see what works and what doesn't.
0:17:15 > 0:17:18The drinks were coming from the World Traveller galley,
0:17:18 > 0:17:20which meant crew had to walk through the World Traveller cabin
0:17:20 > 0:17:24into World Traveller class,
0:17:24 > 0:17:27and when you've got a heavy flow of customer traffic,
0:17:27 > 0:17:29that can be quite challenging.
0:17:29 > 0:17:32I think it's a nice customer enhancement
0:17:32 > 0:17:34but we just need to try and make it work.
0:17:38 > 0:17:41A couple of miles away on a mock-up plane in Cranebank,
0:17:41 > 0:17:43trainee cabin crew Patrick Flynn
0:17:43 > 0:17:47and Alice are investigating a possible fire in the toilets.
0:17:47 > 0:17:50..push the door very slightly.
0:17:50 > 0:17:52I don't need that now, there's no smoke,
0:17:52 > 0:17:54I mean, there's no fire, sorry, no flames.
0:17:54 > 0:17:56Have you checked in the bin?
0:17:58 > 0:18:02OK, so there are still flames. You want to use the BCF. Excellent.
0:18:06 > 0:18:08What have you found, Patrick?
0:18:08 > 0:18:10OK, so you've found matches.
0:18:10 > 0:18:12Excellent.
0:18:12 > 0:18:15OK, I'll go and report back to the captain, just bear with me.
0:18:15 > 0:18:17The trainers think that they've found a new star.
0:18:17 > 0:18:20- You all right?- Yeah, that was just so long in that hood.
0:18:20 > 0:18:23- Alice helped him through that. - Alice was fantastic.
0:18:23 > 0:18:26She really did, he wouldn't have... She prompted him all along.
0:18:26 > 0:18:28You was really good, you was helping me.
0:18:28 > 0:18:32Alice? Congratulations, you've passed.
0:18:32 > 0:18:34- Thanks, yay.- Um... - Any points?
0:18:34 > 0:18:36- No points. - Oh, my God, amazing.
0:18:36 > 0:18:40Your role as a coordinator just then is one of the best exercises
0:18:40 > 0:18:42I've seen recently, if not ever.
0:18:42 > 0:18:44Thank you so much, that's lovely.
0:18:45 > 0:18:49Former call centre worker Patrick is equally determined to excel.
0:18:49 > 0:18:51Right, Patrick, well done, you have passed
0:18:51 > 0:18:53but you pick up one point.
0:18:53 > 0:18:55- That's an actual point not a mark. - That is one point.
0:18:55 > 0:19:00'My friends think I've come to BA to serve coffee and to serve tea,'
0:19:00 > 0:19:02the stereotypical trolley dolly, all smiley faces.
0:19:02 > 0:19:05'This is the captain, this is an emergency, brace, brace.'
0:19:05 > 0:19:06Brace, brace!
0:19:06 > 0:19:09'But I think the BA cabin crew are the best crew in the world, it's the
0:19:09 > 0:19:12'service that they give and it's the way that they deliver the service.'
0:19:12 > 0:19:14Patrick leaving from door two right!
0:19:14 > 0:19:16Jodie leaving door two left.
0:19:16 > 0:19:20'And I think because of that I'm feeling more apprehensive.
0:19:20 > 0:19:23'But I've just got to try and not let it get to me.'
0:19:23 > 0:19:25Lean forward.
0:19:25 > 0:19:28'I know I can do this job, and I know I can pass this course.'
0:19:28 > 0:19:29Is that everything?
0:19:29 > 0:19:31- That's lovely, good luck. - No problem.
0:19:34 > 0:19:38At Terminal 5, the flight to nowhere is in its fourth hour.
0:19:40 > 0:19:43No, it's not landed yet, so we're just waiting for it to come
0:19:43 > 0:19:45on stand or land and then come on stand.
0:19:45 > 0:19:47To pretend an aircraft's not there
0:19:47 > 0:19:49when it is, then, yeah, it's a little bit weird.
0:19:49 > 0:19:53In economy, they've finished eating and are watching movies.
0:19:56 > 0:19:59In business and first class, the fine wine
0:19:59 > 0:20:01and dining takes a little longer.
0:20:01 > 0:20:03We have a Chablis which is a Chardonnay, which is
0:20:03 > 0:20:07perfect for the sea bass today, and we also have
0:20:07 > 0:20:11a Pinot Gris, which is Australian, and it's best with spicy foods.
0:20:14 > 0:20:17In charge of delivering a gourmet tasting menu
0:20:17 > 0:20:21for the A380's elite customer is chef Mark Tassioli.
0:20:21 > 0:20:22That's it.
0:20:22 > 0:20:26It's a difficult task when the food has to be ready-made
0:20:26 > 0:20:29and reheated at 30,000 feet.
0:20:29 > 0:20:31It won't take them long to eat the soup.
0:20:31 > 0:20:33Right, and you want it to be fresh.
0:20:33 > 0:20:36Add a little bit of, er, time between the course.
0:20:36 > 0:20:37OK.
0:20:37 > 0:20:39I have a much better understanding
0:20:39 > 0:20:42around the way these ovens work now, much better
0:20:42 > 0:20:46understanding around how it's affecting the people out there, so,
0:20:46 > 0:20:50by the time this goes live, they'll have the instructions, like when
0:20:50 > 0:20:53you do this dish, when they clear that, put that one in the oven.
0:20:55 > 0:20:58This is your captain, we are making good progress to Hong Kong, very
0:20:58 > 0:21:02shortly we're going to be commencing our descent and disappointingly
0:21:02 > 0:21:06the weather there is very similar to how we left it in London. The cabin crew are just going to start
0:21:06 > 0:21:08getting everything back into the galleys.
0:21:08 > 0:21:12The trial is at an end. With seven weeks before the big flight to LA,
0:21:12 > 0:21:16the plane will be flying short haul routes to iron out any problems.
0:21:18 > 0:21:19Hi, Lisa. How are you?
0:21:19 > 0:21:22Good. How was your trip?
0:21:22 > 0:21:23Yeah, it was good.
0:21:27 > 0:21:31BA runs the biggest aircraft maintenance operation in the country
0:21:31 > 0:21:34with 5,500 engineers servicing its fleet.
0:21:36 > 0:21:40Last year, a technical fault resulted in an engine fire
0:21:40 > 0:21:42on a BA A320 flying to Oslo.
0:21:44 > 0:21:48In the emergency landing that followed no-one was hurt
0:21:48 > 0:21:50but it shows there is no margin for error.
0:21:51 > 0:21:54Every night, every plane is checked and, if it needs special
0:21:54 > 0:21:58attention, it's brought to the Fleet Support Unit in this hangar.
0:22:01 > 0:22:06Veteran engineer John Beattie has been working nights for 26 years.
0:22:08 > 0:22:13We have a look around the aircraft for any damage that may occur
0:22:13 > 0:22:16when it's on flight, like lightning strikes, bird strikes.
0:22:16 > 0:22:21Unfortunately, birds decide they like to hit the aircraft and if
0:22:21 > 0:22:23they hit the engine they could go down the engine.
0:22:23 > 0:22:25We then do a boroscope,
0:22:25 > 0:22:28look inside to find out whether there's any more damage in there.
0:22:28 > 0:22:30You normally know cos it smells awful.
0:22:32 > 0:22:36An ultrasound is used to look for hairline cracks in the fan blades.
0:22:36 > 0:22:40We're just putting a bit of jelly onto each blade to just aid
0:22:40 > 0:22:42the sound, so here we have the decibel reader
0:22:42 > 0:22:47and you see there we've got 300 decibels. If it was above 700
0:22:47 > 0:22:50that might well mean we might have to change that particular blade.
0:22:52 > 0:22:58The airline has 280 planes being used across 170 routes.
0:22:58 > 0:23:00Keeping them flying is a big task.
0:23:01 > 0:23:05On a busy night, the casualty hangar may need to get up to ten of them
0:23:05 > 0:23:08fixed and back into service,
0:23:08 > 0:23:11all with different problems to be solved.
0:23:11 > 0:23:14We're changing the fuel control unit, or the FNU.
0:23:14 > 0:23:18That's the one that's going to go on, this is like a big carburettor.
0:23:18 > 0:23:21Grounded planes are an airline's nightmare.
0:23:21 > 0:23:25If the planes aren't flying they're losing money.
0:23:25 > 0:23:29Passengers aren't moving and people are missing connections.
0:23:29 > 0:23:31The system can quickly break down.
0:23:34 > 0:23:36So, in the operation centre at Waterside,
0:23:36 > 0:23:39it's a constant juggle to keep the schedule working.
0:23:40 > 0:23:44The team here are responsible for the entire network, moving about
0:23:44 > 0:23:50110,000 people a day on 800 flights, many of them on the Airbus fleet.
0:23:50 > 0:23:53We've got over 111 aircraft in our Airbus fleet,
0:23:53 > 0:23:57there are 58 of them here and there are 53 of them overseas.
0:23:57 > 0:24:00Most aircraft will do four to five flights a day.
0:24:00 > 0:24:01We couldn't actually park
0:24:01 > 0:24:04them all on the ground at Heathrow at one time anyway because there
0:24:04 > 0:24:06isn't enough room,
0:24:06 > 0:24:09so it's a constant movement of aircraft in and out.
0:24:09 > 0:24:13Steve Duffy is lead engineer in operations, it's his job to
0:24:13 > 0:24:17track which of the sick planes might not be able to fly on schedule.
0:24:18 > 0:24:23OK, then, well, we'll start off with Ian in the FSU then...
0:24:23 > 0:24:26He's on the nightly 3am call to get a status update.
0:24:28 > 0:24:31OK, Uniform Uniform Tango's windscreen change,
0:24:31 > 0:24:34they're only just starting to refit it within the last hour.
0:24:34 > 0:24:37That's on an 06, but there's no way it's going to make 06.
0:24:37 > 0:24:38'No way that's going to happen.'
0:24:38 > 0:24:42Well, I'll start looking at 12 o'clock, have a chat with ops, and see what we can do about it.
0:24:42 > 0:24:45Echo Delta November, the FMU is fitted.
0:24:45 > 0:24:47They're aiming to push that out for four o'clock
0:24:47 > 0:24:49and get some runs out of it.
0:24:49 > 0:24:52'Hopefully that will make its 06 ETS.'
0:24:52 > 0:24:55We'll keep a listening watch for that, we'll talk to you later, thank you.
0:24:55 > 0:24:57- Hello, mate. - Hello, Chippy, how are you?
0:24:57 > 0:25:01- Yeah, not bad, what's going on? - Windscreen change, having a bit of trouble with the sealant,
0:25:01 > 0:25:04initial provisional estimate they're giving me is 12 o'clock.
0:25:04 > 0:25:08- Yeah.- Erm, I reckon it might go back a bit past that.
0:25:08 > 0:25:10So if I roll the programme up to...
0:25:10 > 0:25:12well, to its last departure as such.
0:25:12 > 0:25:13- Yeah.- Happy with that?
0:25:13 > 0:25:15Yeah, that'll be a good start.
0:25:15 > 0:25:18Hello there, morning, we have got a couple of changes.
0:25:18 > 0:25:22Erm, they want to change Uniform Uniform Tango.
0:25:22 > 0:25:25The windscreen isn't going to be coming up in time.
0:25:25 > 0:25:29You've got Uniform Hotel and you have Yankee Lima. OK.
0:25:30 > 0:25:33Back in engineering, Uniform Uniform Tango is supposed to be
0:25:33 > 0:25:36flying to Aberdeen with a new windscreen at 08.40.
0:25:36 > 0:25:37OK?
0:25:38 > 0:25:42But time is of secondary importance to safety.
0:25:42 > 0:25:45The windscreen has been fitted but they had a problem, the gaps round
0:25:45 > 0:25:49the outside of the windscreen were not quite right, so that's just gone
0:25:49 > 0:25:51backwards probably half an hour. It's not an easy job. Because
0:25:51 > 0:25:54of the pressure of the aircraft and the pressurisation there is actually
0:25:54 > 0:25:57a lot of force on that windscreen and if it's not in the right
0:25:57 > 0:26:01place and if that screen fails, the consequences are catastrophic.
0:26:01 > 0:26:05They had a windscreen years ago that was fitted with incorrect screws
0:26:05 > 0:26:08and the windscreen exited the aircraft
0:26:08 > 0:26:10and the pilot was hanging out and his head
0:26:10 > 0:26:14and his arms were flailing down the fuselage at how many thousand feet.
0:26:14 > 0:26:18The other pilot flying the aircraft had to deal with holding his
0:26:18 > 0:26:22colleague in place and flying and landing the aircraft and that was
0:26:22 > 0:26:26a very, very stressful and dangerous situation for the flight crew.
0:26:26 > 0:26:29So, just the usual, look down for me.
0:26:29 > 0:26:33For new recruit Jodie nightly maintenance has a different meaning.
0:26:33 > 0:26:37Cabin crew are required to look immaculate at all times.
0:26:37 > 0:26:40So, when do you get your uniform?
0:26:40 > 0:26:44I'm getting it tomorrow and I had my uniform fitting like, I think
0:26:44 > 0:26:45about a month ago.
0:26:45 > 0:26:47- Yeah.- We've got to have...
0:26:47 > 0:26:49Have you got to buy the shoes or do they?
0:26:49 > 0:26:51Yeah, we've got to buy them, we've got to have like loafer shoes
0:26:51 > 0:26:55for the service and then actual heels like walking to and from work.
0:26:55 > 0:26:57How do they expect you to be presented?
0:26:57 > 0:26:58They like you to, I think
0:26:58 > 0:27:02they like you to wear quite a bit of make-up, like it says
0:27:02 > 0:27:06the minimum make-up that you should be wearing is lipstick and blusher.
0:27:06 > 0:27:12So what motivated you into - look down - taking a job with BA?
0:27:12 > 0:27:18I was on the beach in Ibiza and I was sunbathing with my friends
0:27:18 > 0:27:25and this bottle was at my feet and I picked it up to put it in the bin,
0:27:25 > 0:27:29and I've noticed that there was a message inside the bottle.
0:27:29 > 0:27:35So I opened it, and I'd seen like this essay, like pages and pages of
0:27:35 > 0:27:38writing, I was like, "Oh, my God, what is this?"
0:27:38 > 0:27:40And then I started reading it
0:27:40 > 0:27:44when I got back to the hotel, and it was from this guy and he was
0:27:44 > 0:27:47just explaining about all these different countries that he'd been
0:27:47 > 0:27:52to and why he'd been to them and all this crazy stuff that had happened.
0:27:52 > 0:27:54Look down, is that true?
0:27:54 > 0:27:56- Yeah.- Really?
0:27:56 > 0:27:58I've got the, I've got the letter at home.
0:27:58 > 0:28:01- Have you?- Yeah. He didn't leave any like contact details or anything.
0:28:01 > 0:28:02Look at me.
0:28:04 > 0:28:08With exams every day the recruits also have to study every night.
0:28:08 > 0:28:11For Alice, it's been more than she expected.
0:28:11 > 0:28:14It is quite all-encompassing, I think, I actually had
0:28:14 > 0:28:17a dream about a plane crash the other night, which was awful.
0:28:17 > 0:28:19I think there are a lot of misconceptions out there
0:28:19 > 0:28:22about being cabin crew. I knew it was going to be hard
0:28:22 > 0:28:25and I've always been fully aware of what they've done but there are
0:28:25 > 0:28:29so many other areas that I haven't realised that we would do and it has
0:28:29 > 0:28:32been hard because there's just so much to remember. So I think in that
0:28:32 > 0:28:35sense it's been, it has been harder than I thought it was going to be.
0:28:37 > 0:28:40Because Heathrow is in such a densely populated area,
0:28:40 > 0:28:42noise pollution is always an issue.
0:28:42 > 0:28:46The last scheduled flights land before midnight.
0:28:46 > 0:28:49But the fleet support unit still need to do an engine test
0:28:49 > 0:28:51on Echo Delta November,
0:28:51 > 0:28:54which is due to fly to Tel Aviv at ten past eight.
0:28:54 > 0:28:58Going on one, give us a call when you're ready.
0:28:58 > 0:29:02It has to be done in a ground run pen, with a special acoustic
0:29:02 > 0:29:04lining to muffle the sound.
0:29:07 > 0:29:11It's already 4.30, and the team are having problems installing
0:29:11 > 0:29:13the new fuel metering unit.
0:29:14 > 0:29:17We've got a little leak. Now it may be that when we put it together
0:29:17 > 0:29:19we might have pinched the seal,
0:29:19 > 0:29:21maybe, or it's just a little...
0:29:21 > 0:29:26we just nipped it up and it may or may not cure it, we don't know yet.
0:29:26 > 0:29:28They think they've got a fuel leak on the run.
0:29:28 > 0:29:29OK.
0:29:29 > 0:29:32So they've just opened it to have a look at it.
0:29:32 > 0:29:34Well, I mean, obviously, we're just going to have to roll up
0:29:34 > 0:29:37at the moment, yeah, literally just roll the whole pack up.
0:29:37 > 0:29:41With each aircraft allocated a route the scheduler has to move
0:29:41 > 0:29:44the sick plane as far back in the morning schedule as possible
0:29:44 > 0:29:48in the hope that the extra time will be enough to bring it online.
0:29:48 > 0:29:52So I'm just basically creating a "what if" situation, so if worst
0:29:52 > 0:29:56comes to the worst, we can literally stretch it back to 11 o'clock,
0:29:56 > 0:30:00that'll be the next departure which will be at Tel Aviv then.
0:30:00 > 0:30:02Right, let's give that another couple of minutes or so
0:30:02 > 0:30:04and then I'll shut it down again, OK?
0:30:05 > 0:30:07Not including man power,
0:30:07 > 0:30:12the airline spends around £625 million a year on engineering.
0:30:12 > 0:30:16Yeah, it's probably in the region of a quarter of a million dollars
0:30:16 > 0:30:20for a fuel metering unit for an Airbus aircraft.
0:30:20 > 0:30:24I think if you do the sort of work that we do, you tend to be
0:30:24 > 0:30:29isolated from the real costs because it is so vast, you know, one
0:30:29 > 0:30:32fuel unit is as much as your house, that you tend not to
0:30:32 > 0:30:37think about it in the same terms as, as everybody else but, er,
0:30:37 > 0:30:41I think we recognise that there is a vast cost to maintaining aircraft.
0:30:41 > 0:30:44With the flight schedule starting in under an hour,
0:30:44 > 0:30:48the news for Echo Delta November is not good.
0:30:48 > 0:30:50Is that exactly the same place?
0:30:50 > 0:30:53OK, all right, if it's coming from exactly the same place then we might
0:30:53 > 0:30:56just have to go through another seal there.
0:30:57 > 0:30:59All right, here we go.
0:30:59 > 0:31:02I'm not sure how long it's going to take but, er,
0:31:02 > 0:31:05at this moment in time it's, er, broken.
0:31:06 > 0:31:10OK, thanks then. Chippy?
0:31:10 > 0:31:13- Yeah.- You're going to have to do a swap with the Beirut.
0:31:17 > 0:31:20It needs to come back in to take the fuel unit off again.
0:31:22 > 0:31:24OK.
0:31:24 > 0:31:26Even with 100 Airbuses in the fleet, it's not
0:31:26 > 0:31:29just as simple as swapping an aircraft.
0:31:29 > 0:31:32Cos it's the M6 fleet, it's running out of Terminal 1,
0:31:32 > 0:31:36the 321 Airbus fleet down there is very specific,
0:31:36 > 0:31:39the reason being is because we offer a flatbed service
0:31:39 > 0:31:42to our passengers, and so it's a very specific seating.
0:31:42 > 0:31:46The thing that could happen is that er, nine o'clock, is that if
0:31:46 > 0:31:51Echo Delta November doesn't come up then, er, we could go into problems.
0:31:51 > 0:31:54Although there are two aircraft still being worked on,
0:31:54 > 0:31:57the team's juggling has meant they start the morning with
0:31:57 > 0:31:58only one half-hour delay.
0:32:00 > 0:32:02Driving into Cranebank at dawn,
0:32:02 > 0:32:06Jodie is painfully aware of how important it is to stay on schedule.
0:32:07 > 0:32:13I've never ever got up this early in my life, never, this is torture.
0:32:13 > 0:32:15Just two weeks into the course,
0:32:15 > 0:32:18the new recruits already know what flights await them.
0:32:18 > 0:32:20I think I'm going to Paris
0:32:20 > 0:32:24and then I've got Nairobi after Christmas and I get to like play
0:32:24 > 0:32:28with the animals, which'll be lovely. I don't know, it might be dangerous
0:32:28 > 0:32:32so I might have to just stay in the hotel and sip on pina coladas.
0:32:32 > 0:32:35Morning, everybody. How are we all?
0:32:35 > 0:32:38On today's agenda, medical training.
0:32:38 > 0:32:41Your lungs and liver might come out as well.
0:32:41 > 0:32:42LAUGHTER
0:32:42 > 0:32:46So, we'll do as we did yesterday, listen, we'll do as we did yesterday
0:32:46 > 0:32:48and go around the room...
0:32:48 > 0:32:50For Jodie, the studying is paying off.
0:32:50 > 0:32:54Jodie, number four, you are assisting a health care professional
0:32:54 > 0:32:57who needs to insert a catheter - lovely day you're having -
0:32:57 > 0:33:00from someone suffering from urine retention, you need to...?
0:33:00 > 0:33:02What would you need to do, Jodie?
0:33:02 > 0:33:04Erm, is it B?
0:33:04 > 0:33:07Peel back the sterile packaging of the catheter, add some tepid water
0:33:07 > 0:33:11to activate the dry gel solution, and it's ready for use, exactly.
0:33:11 > 0:33:15But there's no multiple choice answer on how to deal with the dead.
0:33:15 > 0:33:19This is a very grey subject, isn't it, because it's on the day.
0:33:19 > 0:33:23The main thing is you cannot block a door, you cannot put a dead
0:33:23 > 0:33:27passenger in the toilet, it is not respectful, and also they are
0:33:27 > 0:33:30not strapped in for landing. If they slid off the toilet, which
0:33:30 > 0:33:34could easily happen when you land, they will end up on the floor and
0:33:34 > 0:33:37they have to take the aircraft apart to get that person out and it's, can
0:33:37 > 0:33:40you imagine putting somebody in one of the aircraft toilets? It's not...
0:33:40 > 0:33:44So, in a nice, easy world, which somebody dying on an aircraft isn't,
0:33:44 > 0:33:47you put them back in their seat. I know crew that have
0:33:47 > 0:33:50had to sit next to somebody that's passed away for the rest
0:33:50 > 0:33:53of the flight, and it's, all of this is such a horrible topic.
0:33:53 > 0:33:55Could you make them maybe look like they're asleep,
0:33:55 > 0:33:56put a blanket over them...?
0:33:56 > 0:33:59We used to do, many years ago, give them a vodka and tonic,
0:33:59 > 0:34:01a Daily Mail, and a, you know, eye shades
0:34:01 > 0:34:05and be like, yeah, they're fine. We don't do... Literally, you would
0:34:05 > 0:34:09put them where you can, cover them with a blanket up to here.
0:34:09 > 0:34:11To be honest, please don't think that
0:34:11 > 0:34:15when you first go online you're going to have a death, a birth,
0:34:15 > 0:34:18a fire, a decompression,
0:34:18 > 0:34:21and then you're going to ditch on the way back.
0:34:22 > 0:34:25In the afternoon, the trainees head to the simulator to
0:34:25 > 0:34:27work on their resuscitation skills.
0:34:27 > 0:34:34Look how small this environment is. If you have a 14, 15, 20 stone man,
0:34:34 > 0:34:39how on earth are you going to move them anywhere but the aisle?
0:34:39 > 0:34:42- So, Jodie, you're coming down the cabin.- Ready.
0:34:42 > 0:34:45And one of your passengers is not very well.
0:34:45 > 0:34:48Hello, sir, can you hear me? Can you hear me?
0:34:48 > 0:34:49There's no response.
0:34:49 > 0:34:52OK, head up, we're going to need to do a chest compression,
0:34:52 > 0:34:54so, one, two, three.
0:34:54 > 0:34:57One, two, three, four, five, six...
0:34:57 > 0:34:58Elbows straight.
0:34:58 > 0:35:00..nine, ten, 11...
0:35:00 > 0:35:03Just stop it, just once, I just want to give you a help
0:35:03 > 0:35:06because you seem to be bouncing the back of your hand up,
0:35:06 > 0:35:09so the heel of your hand always must be in contact with the chest.
0:35:09 > 0:35:10OK.
0:35:10 > 0:35:12So, show me some compressions.
0:35:14 > 0:35:16That's much better.
0:35:16 > 0:35:20Jodie, that's what I want, OK, that's what I need.
0:35:22 > 0:35:25That's enough. Round of applause, I think.
0:35:25 > 0:35:28- Jodie, you've listened to every word that I have said.- Really?
0:35:28 > 0:35:30Those compressions were excellent,
0:35:30 > 0:35:33so you've done everything that I asked you to do. Well done.
0:35:33 > 0:35:34Thank you.
0:35:43 > 0:35:45It's a nice place to work...
0:35:45 > 0:35:50For most people, plane food means plastic trays and stodgy dishes.
0:35:51 > 0:35:54But in the early days food was about creating
0:35:54 > 0:35:58the perception of comfort, even luxury, at altitude.
0:35:58 > 0:36:02'To this young passenger, there must be a special magic
0:36:02 > 0:36:04'about lunch being served so high above the clouds.'
0:36:04 > 0:36:06So is everybody clear about what we're doing?
0:36:06 > 0:36:09Trying to recreate that sense of magic is chef Mark Tassioli.
0:36:09 > 0:36:13So then we're going to go with the braised pork belly and cheek.
0:36:13 > 0:36:16He's working with the airline's catering company on
0:36:16 > 0:36:18a tasting menu for the A380.
0:36:19 > 0:36:22Playing the role of first class passenger is customer service
0:36:22 > 0:36:24manager Toby Thompson.
0:36:26 > 0:36:29Oh, do me a favour, can you time it?
0:36:29 > 0:36:31I don't want it to be too quick, you know,
0:36:31 > 0:36:34you can't have five courses, like, wham,
0:36:34 > 0:36:37but from your point of view I want to know how comfortable it felt.
0:36:37 > 0:36:39Serving him is Sarah Louis.
0:36:40 > 0:36:43In three weeks' time she'll be supervising the food on the flight.
0:36:45 > 0:36:46Here's our lobster dish.
0:36:46 > 0:36:49So it's lobster on a shiso dressing with mango.
0:36:52 > 0:36:53Clean taste.
0:36:53 > 0:36:56Flavour's really good. Better than I thought it would be, actually.
0:36:59 > 0:37:03All the hot dishes are reheated in the A380 steam ovens.
0:37:03 > 0:37:06Working out the timing is key.
0:37:06 > 0:37:09He's finished that course already, and we've still got another 12...
0:37:09 > 0:37:13- 12 minutes.- ..12 minutes to go. - So, realistically, if he ate it that quick...
0:37:13 > 0:37:16Well, let's see how long the whole service takes. OK.
0:37:16 > 0:37:18Here we have the pea puree.
0:37:18 > 0:37:19Truffle sauce and asparagus.
0:37:19 > 0:37:21Very nice.
0:37:21 > 0:37:23- It is lovely, enjoy. - Thank you.
0:37:23 > 0:37:26But for all the poached lobster and seared scallops,
0:37:26 > 0:37:28the chefs know it's not just about taste.
0:37:28 > 0:37:32Let's face it, flying on long haul can be a little bit boring
0:37:32 > 0:37:34when you're sitting there, you know, when you get your food,
0:37:34 > 0:37:37it's one of the only things you've really got to concentrate on,
0:37:37 > 0:37:41so actually people can be very...
0:37:41 > 0:37:43they've got the time to be quite critical.
0:37:43 > 0:37:47The braised pork cheek, the pork belly, the heritage carrots.
0:37:47 > 0:37:49Where's our specs?
0:37:49 > 0:37:51I don't think we've got enough sauce in it.
0:37:51 > 0:37:53- Yeah.- Yeah?
0:37:53 > 0:37:57Our customers, especially in first, are very detail driven,
0:37:57 > 0:37:58they will notice every single detail,
0:37:58 > 0:38:01there will be some pressure on the day to make sure it's perfect.
0:38:01 > 0:38:04So it looks good apart from, it needs a bit more sauce than that.
0:38:04 > 0:38:07We'll check the spec, so probably when you get it on board it'll have more sauce than that.
0:38:12 > 0:38:16With safety and medical training done, now the new recruits
0:38:16 > 0:38:18must learn what it is to be the face of the airline.
0:38:20 > 0:38:23Oh, no. I have bought a spare pair.
0:38:23 > 0:38:25Yeah. Down on your ankle.
0:38:25 > 0:38:28Already. Oh, my God.
0:38:28 > 0:38:31During customer service training they're required to meet
0:38:31 > 0:38:34uniform standards at all times.
0:38:34 > 0:38:37- Nothing's moving that today. - Lovely. Thank you very much.
0:38:37 > 0:38:41Ladies and gentlemen, are we happy to begin?
0:38:41 > 0:38:42If you've got a handbag on one shoulder
0:38:42 > 0:38:44and then your bag on the other shoulder,
0:38:44 > 0:38:47you're all going to be ruffled and your shoulder pads are going to come up.
0:38:47 > 0:38:49- Sorry.- That's all right.
0:38:49 > 0:38:50Patrick. Beware your scarf.
0:38:50 > 0:38:53Yeah, put it round, and it just fell down now.
0:38:53 > 0:38:57Somebody said something in the canteen as well, I was like it's my first day, don't worry,
0:38:57 > 0:38:59I'm going to get told now how to put it on.
0:38:59 > 0:39:00LAUGHTER
0:39:00 > 0:39:02Are we all happy? Good morning.
0:39:02 > 0:39:07Constant self scrutiny is demanded of all BA cabin crew.
0:39:07 > 0:39:10The new recruits are shown their imperfections...
0:39:10 > 0:39:11Step forwards.
0:39:11 > 0:39:14..with the help of some special mirrors.
0:39:14 > 0:39:16Are you looking the part?
0:39:16 > 0:39:18The magic mirrors, they are mirrors essentially
0:39:18 > 0:39:22but when you approach the mirror you will see a member of our staff
0:39:22 > 0:39:24wearing the uniform to the correct standard, and it's
0:39:24 > 0:39:27something that the delegates can model themselves against.
0:39:27 > 0:39:29You're looking very baggy at the front there.
0:39:29 > 0:39:32I would perhaps suggest that some are a little bit
0:39:32 > 0:39:36overwhelmed by how much their uniform is going to be
0:39:36 > 0:39:38looked at at every single step of the journey, but, you know,
0:39:38 > 0:39:41there's no room for ambiguity and they're all well informed.
0:39:41 > 0:39:44It could be nine o'clock in the morning, four o'clock
0:39:44 > 0:39:47in the afternoon, your hair and make-up must look immaculate.
0:39:47 > 0:39:51This is an amnesty day and we won't snapshot you today but if the
0:39:51 > 0:39:55behaviour continues then obviously from here on in it's a snapshot.
0:39:55 > 0:39:59If the recruits stray from the required uniform standards
0:39:59 > 0:40:01they could be off the course.
0:40:01 > 0:40:05The trainers must reinforce just how critical it is to meet
0:40:05 > 0:40:09expectations, especially when it comes to premier customers.
0:40:09 > 0:40:12Everybody's got aircraft made by Boeing or Airbus,
0:40:12 > 0:40:15we all fly to the same destinations and we've all got flatbeds,
0:40:15 > 0:40:17so what can we do to stand out?
0:40:17 > 0:40:20- The service.- The service, and that all comes down to you guys.
0:40:20 > 0:40:22Now, let's talk money.
0:40:22 > 0:40:25So, say we're going to Los Angeles, that's
0:40:25 > 0:40:27a ten-and-a-half hour flight,
0:40:27 > 0:40:30how much do you think a Club World ticket is?
0:40:30 > 0:40:32- Five...- Four...
0:40:32 > 0:40:33For a fully flexible...
0:40:35 > 0:40:36GASPS
0:40:36 > 0:40:38..nine-and-a-half thousand.
0:40:39 > 0:40:40John just hit the nail on the head.
0:40:40 > 0:40:42What did you just say, John?
0:40:42 > 0:40:44You want your money's worth.
0:40:44 > 0:40:45Exactly.
0:40:45 > 0:40:47With a smile, in the premium way.
0:40:47 > 0:40:50You're going to be expecting the very best.
0:40:50 > 0:40:54£9,500 return to LA for ten-and-a-half hours, for me
0:40:54 > 0:40:55it's like the other half live.
0:40:55 > 0:40:58That's nearly my entire year's wages.
0:40:58 > 0:40:59It's just so crazy,
0:40:59 > 0:41:02I can't believe someone paying that much, like, it makes me feel really
0:41:02 > 0:41:05worried, I'm actually really worried.
0:41:05 > 0:41:07Like, I'm actually scared... Like, how...
0:41:09 > 0:41:14They must expect so much if they're paying nine grand for a flight.
0:41:16 > 0:41:18Like, that's just crazy, isn't it?
0:41:18 > 0:41:21At Heathrow, there are no free tickets to fly,
0:41:21 > 0:41:25although in engineering they do sometimes find the odd stowaway.
0:41:26 > 0:41:29We did have an incident where somebody had tried to
0:41:29 > 0:41:31stowaway on board the aeroplane.
0:41:31 > 0:41:34But fortunately he didn't realise it was coming over here and, of course,
0:41:34 > 0:41:37when we opened the undercarriage door to do a check he fell out.
0:41:37 > 0:41:40What would have happened if he, if he'd flown?
0:41:40 > 0:41:46He would have died. It's minus 56 or more, plus you haven't got any
0:41:46 > 0:41:48oxygen in there, so you will die.
0:41:48 > 0:41:52I think we need to ask them to come and re-hoover this bit of the carpet.
0:41:52 > 0:41:55- OK.- So if we just raise that one as a generic for the whole cabin
0:41:55 > 0:41:57- then we know that they'll sweep through.- Yep.
0:41:57 > 0:41:59I'll just check those outboard bins.
0:41:59 > 0:42:03It's the night before the A380's inaugural flight to Los Angeles
0:42:03 > 0:42:07and for detail obsessed Catherine it's time for another check.
0:42:09 > 0:42:12We're just really making sure that the finish is exactly as it
0:42:12 > 0:42:13was on delivery.
0:42:13 > 0:42:16Was there anything picked up on this one at all?
0:42:16 > 0:42:18Yes, so there was some scratch marks on the suitor door which you
0:42:18 > 0:42:20- just passed.- Perfect.
0:42:20 > 0:42:23Our job is just to make sure she's looking tiptop condition.
0:42:23 > 0:42:26You might damage it on the way in from say LA before the next
0:42:26 > 0:42:29person that gets in your suite on the next flight would never know.
0:42:29 > 0:42:32That's our aim going forwards.
0:42:32 > 0:42:35Whether in the first class cabin, or in economy,
0:42:35 > 0:42:39the airline needs the A380 to be a success.
0:42:39 > 0:42:44With Heathrow slots full, they can't put on any more flights.
0:42:44 > 0:42:48The only way to increase passenger numbers is to have bigger planes.
0:42:53 > 0:42:55Is that right?
0:42:55 > 0:42:57Cos I'd have it slightly higher.
0:42:57 > 0:42:59So should I put mine higher?
0:42:59 > 0:43:02The end of training is in sight for the new recruits.
0:43:02 > 0:43:06Nerves are on edge, especially for those with snapshots.
0:43:06 > 0:43:11If a trainee accumulates four, it means they're off the course.
0:43:11 > 0:43:15Patrick, you obviously need to get him in before we start the next section.
0:43:15 > 0:43:17Susan, do you mind staying in the room as a witness?
0:43:17 > 0:43:20- No, of course I will.- OK. - Hi, Patrick, take a seat.
0:43:20 > 0:43:23Patrick has landed his third snapshot for not remembering
0:43:23 > 0:43:26the seat configurations on the long haul aircraft.
0:43:26 > 0:43:29Seat lettering across a row of World Traveller seats.
0:43:29 > 0:43:34It's 3-4-3, and you've put 2-4-2, and then there's one more.
0:43:34 > 0:43:39- You got that door wrong, you've got them inboard not outboard.- Right. - All right?- Right, OK.
0:43:39 > 0:43:43Well, it's not OK, but I don't know what I can do, not a lot I can do about it.
0:43:43 > 0:43:46Cos I do know, I do know the 747 technical,
0:43:46 > 0:43:48and I do know the 777 technical.
0:43:48 > 0:43:50- Right, but you know what's coming next.- I do, yes.
0:43:50 > 0:43:52The snapshot I'm going to be delivering to you is going to
0:43:52 > 0:43:55be a third snapshot, which results in a written warning.
0:43:55 > 0:43:58- We can't afford to get another snapshot now.- No, I can't.
0:43:58 > 0:44:01- Cos that would be four snapshots, and you know the limit is four. - Yeah.
0:44:01 > 0:44:06I just want to stress the importance to you. Our expectations are that you don't get any more snapshots.
0:44:08 > 0:44:11It is very, very strict, I didn't expect it to be so strict,
0:44:11 > 0:44:14but if I get another snapshot then that would be pretty much it.
0:44:14 > 0:44:17Then that means I've got nothing, I don't even want to think
0:44:17 > 0:44:21about that, cos I've not got no job, I give up my job to be here, I've
0:44:21 > 0:44:25saved up like literally thousands of pounds to be here so if, if that
0:44:25 > 0:44:28ever happened, touch wood it never would, I don't even know what I'd do.
0:44:32 > 0:44:34# ..if you don't reply... #
0:44:34 > 0:44:37At Heathrow Terminal 5, the crew are arriving for
0:44:37 > 0:44:41the inaugural long haul A380 flight to LA.
0:44:42 > 0:44:43# ..reply to me only
0:44:43 > 0:44:45# Give it up
0:44:45 > 0:44:47# Give it up... #
0:44:47 > 0:44:49And for the big send off to Hollywood, the airline has
0:44:49 > 0:44:53booked Melanie C and X Factor winner Matt Cardle.
0:44:53 > 0:44:56# It's not enough
0:44:56 > 0:44:58# For this heart. #
0:44:59 > 0:45:02For all staff, the first port of call is the crew report centre.
0:45:04 > 0:45:07For the first flight on the highly competitive LA route
0:45:07 > 0:45:11some of the company's most important customers are on board.
0:45:11 > 0:45:15The pressure's on to deliver a seamless service, especially if,
0:45:15 > 0:45:18like Sarah, you're serving the new tasting menu.
0:45:20 > 0:45:21I'm actually really nervous.
0:45:21 > 0:45:24Honestly, I haven't slept, I've slept two hours, it's
0:45:24 > 0:45:27a bit of disbelief, because it's all happening now.
0:45:27 > 0:45:30So, I'm actually here in the CRC, and it's even more nerve-racking
0:45:30 > 0:45:33because you see everyone that you're going to be flying with.
0:45:33 > 0:45:35- Are you confident?- Yeah, I'm as confident as you can be.
0:45:35 > 0:45:38There's time for a pep talk from customer service manager,
0:45:38 > 0:45:40Rob Nicholl.
0:45:40 > 0:45:42Do you know what, gang, I'm going to sit down.
0:45:42 > 0:45:45It's an incredibly high profile flight today,
0:45:45 > 0:45:48quite genuinely, you know, the world is watching, our competitors
0:45:48 > 0:45:52are watching, so, do you know what, the pressure is on, I won't lie,
0:45:52 > 0:45:55but you're all sat here for a reason.
0:45:55 > 0:45:57Personally, as your manager on the day,
0:45:57 > 0:46:02I've got 100% faith in each and every one of you. It is just
0:46:02 > 0:46:06an aeroplane, yeah? A galley's a galley, a teapot's a teapot, door's a door,
0:46:06 > 0:46:09it's just a wee bit bigger this one, and can we all just contract
0:46:09 > 0:46:12with each other now that we're going to look after each other, yeah?
0:46:13 > 0:46:16..do number three, if you're happy?
0:46:17 > 0:46:19As the plane goes through its final checks...
0:46:19 > 0:46:21I'm Frank van der Post.
0:46:21 > 0:46:25..meeting and greeting its first passengers is Frank van der Post.
0:46:26 > 0:46:28Yeah, it's a quick trip for me!
0:46:28 > 0:46:30Exciting moment, isn't it?
0:46:30 > 0:46:31It's quite special.
0:46:34 > 0:46:38We're going through this door, right, yeah.
0:46:38 > 0:46:42If you want to just head straight across and turn right, OK?
0:46:42 > 0:46:45While business class tickets will cost in the thousands of pounds,
0:46:45 > 0:46:49economy will cost several hundred, but come with a little less space.
0:46:56 > 0:46:58- Let's go.- Let's go.
0:46:58 > 0:47:01Six years after it was first ordered,
0:47:01 > 0:47:05the airline's A380 is finally on its way to Hollywood.
0:47:11 > 0:47:14So, on this session we're going to have a look at how do
0:47:14 > 0:47:17we manage challenging situations.
0:47:17 > 0:47:21It's the afternoon session for the cabin crew recruits.
0:47:21 > 0:47:23The focus is on customer service.
0:47:23 > 0:47:25HE SNORES LOUDLY
0:47:25 > 0:47:27- Sir.- Sir.- Sir.
0:47:27 > 0:47:31For trainer Si there's a chance to show off his dramatic skills
0:47:31 > 0:47:34with some role plays on how to handle difficult situations.
0:47:34 > 0:47:40Alice has to cope with an obese passenger who can't do up his belt.
0:47:41 > 0:47:44Can I just ask you all to fasten your seat belts, please?
0:47:44 > 0:47:47- Mine doesn't fit. - Right, OK.
0:47:47 > 0:47:51- I'll go and get you an extension seat belt, we can attach. - Oh, no, no.
0:47:51 > 0:47:54OK, we do need to make sure your seat belts are fastened.
0:47:54 > 0:47:57Have you got a blanket or something I can put over the top of it, then?
0:47:57 > 0:48:00I'm afraid we need to make sure that seat belts are visible at all times.
0:48:00 > 0:48:02- What did she say? - Need to be visible at all times.
0:48:02 > 0:48:05Need to be visible at all times, and again it's that assertive
0:48:05 > 0:48:08behaviour that we want to see when you are challenged by a customer, we
0:48:08 > 0:48:12want to see you actually doing things like that, really well done, Alice.
0:48:13 > 0:48:17Jodie is tasked with communicating with a French woman.
0:48:17 > 0:48:18Excuse me?
0:48:18 > 0:48:19Bonjour.
0:48:19 > 0:48:23Bonjour. Would you be able to, er..
0:48:23 > 0:48:25Je ne comprends pas l'anglais.
0:48:25 > 0:48:27(That's why I tried as well.)
0:48:27 > 0:48:29SHE SPEAKS ODDLY
0:48:29 > 0:48:30LAUGHTER
0:48:31 > 0:48:32What is she speaking?
0:48:32 > 0:48:36If you don't speak the language, please don't try to think
0:48:36 > 0:48:37that you sound French.
0:48:37 > 0:48:41Think how you would feel. First and foremost you, you'd be a little bit insulted.
0:48:41 > 0:48:44Please don't try to do it with another accent.
0:48:44 > 0:48:45Mr Dalton, here's your seat, OK.
0:48:45 > 0:48:47So you're just right on the edge.
0:48:47 > 0:48:49Already on two snapshots,
0:48:49 > 0:48:51Jodie is struggling with the role play scenarios.
0:48:53 > 0:48:54Where's your trolley?
0:48:57 > 0:48:59Hello, sir, can I get you something to drink?
0:48:59 > 0:49:01- Yeah, I'll have a red wine, please. - Red wine.
0:49:01 > 0:49:04Just to inform you, this customer is visually impaired.
0:49:04 > 0:49:06Remember that booklet we gave you on day one,
0:49:06 > 0:49:09it tells you how to talk to our customers who are visually impaired,
0:49:09 > 0:49:12describing where you're placing things on the tray table.
0:49:12 > 0:49:13Imagine a clock, so talk about
0:49:13 > 0:49:15you're going to place it in the six o'clock position.
0:49:16 > 0:49:18I'm going to put...
0:49:18 > 0:49:20I'm going to place your wine...
0:49:22 > 0:49:24(..in the nine o'clock position, I'm sorry.)
0:49:24 > 0:49:26- OK?- Yeah.- Sure?
0:49:26 > 0:49:28Lovely, thank you.
0:49:28 > 0:49:29- Enjoy.- Thank you.
0:49:29 > 0:49:33With the instructors watching closely,
0:49:33 > 0:49:35the pressure is on for the tea service.
0:49:38 > 0:49:39Here's your cup of tea, sir,
0:49:39 > 0:49:42would you like any sugar or sweetener in it?
0:49:42 > 0:49:43Sure.
0:49:43 > 0:49:47Explain where you've put it, so think about it,
0:49:47 > 0:49:49the clock face, in the 12 o'clock position.
0:49:49 > 0:49:53Your teapot's in the 12 o'clock pos... Why are you laughing?
0:49:54 > 0:49:56Sorry, that's my fault, sorry.
0:50:01 > 0:50:04Jodie, just to let you know, if I could get through.
0:50:04 > 0:50:06The cup of tea is in the 12 o'clock position for you, OK?
0:50:06 > 0:50:09And you've got a little chocolate just left of it, OK?
0:50:09 > 0:50:11Jodie, I'm just going to finish off the coffee service,
0:50:11 > 0:50:14so I just need to squeeze past, thank you.
0:50:14 > 0:50:16Would you like another coffee?
0:50:26 > 0:50:29It's all about team work, communicate.
0:50:29 > 0:50:33And this is for everybody, OK, it's really important to read that
0:50:33 > 0:50:36booklet I gave you on additional needs customers.
0:50:36 > 0:50:39Were you trying not to laugh? Oh, that's good, then.
0:50:39 > 0:50:41But he thinks I was crying, so that's even better.
0:50:41 > 0:50:44He was like Jodie, Jodie, don't get upset.
0:50:46 > 0:50:50Jodie's performance lands her her third snapshot.
0:50:50 > 0:50:56Basically, I couldn't take the fact that my friends were acting...
0:50:58 > 0:51:00..differently, I don't know, it just made me laugh.
0:51:00 > 0:51:03So I didn't stay focused. When I was serving them,
0:51:03 > 0:51:07I found it slightly funny, but, you know, I just wish that I'd
0:51:07 > 0:51:10stayed focus cos at the end of the day they weren't being assessed,
0:51:10 > 0:51:14I was, so I just accepted the snapshot and just said I'm sorry.
0:51:14 > 0:51:16So are you worried?
0:51:16 > 0:51:19Yeah, of course, really worried, like.
0:51:19 > 0:51:21Imagine now I have a ladder in my tights or I've got a little
0:51:21 > 0:51:24bit of hair sticking out, that's a snapshot,
0:51:24 > 0:51:26so it could be something so small
0:51:26 > 0:51:29that could get me kicked off the course, I've just got to, I've
0:51:29 > 0:51:34got to watch my back like 24/7 cos any little thing could jeopardise
0:51:34 > 0:51:36all this hard work and, you know,
0:51:36 > 0:51:40all these sleepless nights, you know.
0:51:50 > 0:51:54It's a few hours in to the A380's inaugural flight
0:51:54 > 0:51:57and the moment of truth for Sarah and her new first class menu.
0:52:00 > 0:52:04Seared scallops with pea puree, asparagus and truffle sauce, OK?
0:52:04 > 0:52:06You're welcome.
0:52:06 > 0:52:07Regular first class traveller
0:52:07 > 0:52:11Dr Peter Walker takes 300 flights a year.
0:52:11 > 0:52:15For him and his guest, expectations run high.
0:52:15 > 0:52:19Yeah, it's certainly one of the most sophisticated British Airways
0:52:19 > 0:52:20menus I've seen served.
0:52:20 > 0:52:23Ambitious, as you say, always nice to try new things.
0:52:23 > 0:52:27It's also a heck of a lot of food here, three, four starters,
0:52:27 > 0:52:31the sustainability sourced Severn and Wye cod, which
0:52:31 > 0:52:34I still don't understand, because cod is an Atlantic fish.
0:52:34 > 0:52:39Then you have this whole light bites, very, very ambitious.
0:52:39 > 0:52:42Exciting new plane, exciting new first class...
0:52:42 > 0:52:45proposition - they've had to push the boat out, and let's see how,
0:52:45 > 0:52:48see how they deliver.
0:52:48 > 0:52:51To start with they've opted for the souffle and the brioche.
0:52:52 > 0:52:55I'm doing the brioche and the souffle.
0:52:55 > 0:52:56Yeah, I'll plate that up for you.
0:52:56 > 0:53:00- But will the reheated food deliver? - At last.
0:53:00 > 0:53:01I'd like to apologise.
0:53:01 > 0:53:03I'll have to try a bit, do you mind?
0:53:03 > 0:53:04Of course you will.
0:53:09 > 0:53:12It would be overly optimistic to think that they could deliver a souffle.
0:53:12 > 0:53:15If I had to put that into a word, I'd say it's a disaster.
0:53:15 > 0:53:18The only thing I can taste in that are the little seeds.
0:53:18 > 0:53:21Whatever that seed is in it, it's overbearing.
0:53:21 > 0:53:24Gruyere cheese with wholegrain mustard souffle with
0:53:24 > 0:53:26autumn vegetable salad.
0:53:26 > 0:53:29You have this experience in your mind of what might come
0:53:29 > 0:53:31and then you have that.
0:53:31 > 0:53:33- Visually, it's disappointing. - How is yours?
0:53:33 > 0:53:38The parfait itself delivers a, an acceptable flavour,
0:53:38 > 0:53:41it's good, it's light, as a parfait should be,
0:53:41 > 0:53:44the brioche is where this is disappointing.
0:53:44 > 0:53:46Brioche should be crispy on the outside
0:53:46 > 0:53:50and soft on the inside and that's just solid all the way through.
0:53:50 > 0:53:53It's like one of those toasts you buy in a French supermarket.
0:53:53 > 0:53:54Very disappointing.
0:53:54 > 0:54:00Rising to the challenge of first class expectations is never simple.
0:54:00 > 0:54:03I don't believe it's over ambitious because it's what our customers
0:54:03 > 0:54:07have been asking us for, for a long time, which is why we're doing it.
0:54:07 > 0:54:13Um, I think over ambitious, no, um, teething problems, yes.
0:54:13 > 0:54:16But Frank is staying positive.
0:54:17 > 0:54:21It's very well cooked, nice and moist, so far so good.
0:54:21 > 0:54:23The second meal serve is coming.
0:54:23 > 0:54:24LAUGHTER
0:54:24 > 0:54:26All sleepy now,
0:54:26 > 0:54:28who knows, they wake up cranky, I don't know.
0:54:30 > 0:54:33Back at Cranebank, there's some bad news.
0:54:34 > 0:54:39One of the recruits has been given their fourth and final snapshot.
0:54:43 > 0:54:47Guys, welcome back from lunch. As you probably notice, there's
0:54:47 > 0:54:53one team member missing. Patrick unfortunately won't join,
0:54:53 > 0:54:56won't be joining us for the remainder of this course.
0:54:57 > 0:55:01Um, now I know it's not, it's a very difficult piece of information
0:55:01 > 0:55:06for you to digest now but we had to make that decision.
0:55:07 > 0:55:13We're here, of course, to support you so we will respect and wait for
0:55:13 > 0:55:15you and how much time you need.
0:55:15 > 0:55:17Would you all like a moment?
0:55:18 > 0:55:22OK. So we'll be here, so do, do come back.
0:55:26 > 0:55:28You think it's always a possibility
0:55:28 > 0:55:30but you never think it will actually happen.
0:55:30 > 0:55:34He was such a big character so, um, people have been really sad,
0:55:34 > 0:55:35and a bit puzzled.
0:55:35 > 0:55:38It is quite hard cos you don't really want to see
0:55:38 > 0:55:42anybody off the course, but this is the process and this is what
0:55:42 > 0:55:44we do at British Airways, this is the way that we do it.
0:55:44 > 0:55:47- Do they get a chance to say goodbye? - No.
0:55:47 > 0:55:50They don't, they don't get the chance to say goodbye to
0:55:50 > 0:55:55any of their colleagues on the course, so, um, a trainer would
0:55:55 > 0:56:00go in and collect the belongings of the delegate that's been terminated.
0:56:00 > 0:56:02I'm absolutely gutted. I think it would have been
0:56:02 > 0:56:04an asset for British Airways to have Patrick on board.
0:56:04 > 0:56:06I knew him to be reliable, I knew him
0:56:06 > 0:56:10to be hard working. These things happen, his fourth snapshot was
0:56:10 > 0:56:13issued on the basis of being two minutes late to class.
0:56:13 > 0:56:15It is almost like being in the military.
0:56:15 > 0:56:18The trainer said obviously you can't be late for a flight, you know...
0:56:18 > 0:56:21Absolutely, on time performance is key,
0:56:21 > 0:56:24but that's why we have airport stand-bys, is it not?
0:56:24 > 0:56:27They've already got that mitigation process in place.
0:56:27 > 0:56:30And to put so much time and effort as Patrick did.
0:56:30 > 0:56:35He gave up a job, it's coming up close to Christmas, relocated.
0:56:35 > 0:56:38He'd already waited over a year for a position. To put his all into it
0:56:38 > 0:56:42and to have his dream snapped away from him, its just gutting to have
0:56:42 > 0:56:46something like that just took away from you over silly little things.
0:56:46 > 0:56:50The hiring of a younger, cheaper cabin crew to serve its new fleet
0:56:50 > 0:56:53has been a big strategic success for the company.
0:56:53 > 0:56:57With thousands of eager applicants, the airline can afford to be strict.
0:56:58 > 0:57:00You are presenting British Airways,
0:57:00 > 0:57:02you are an ambassador for British Airways.
0:57:02 > 0:57:04Just because you're not in a classroom doesn't mean
0:57:04 > 0:57:08somebody isn't seeing you, you don't know who works for British Airways, and who doesn't.
0:57:08 > 0:57:12The airline takes its recruitment process very seriously.
0:57:12 > 0:57:15Patrick's departure leaves the rest of the trainees in
0:57:15 > 0:57:19no doubt of just how much the airline expects from them.
0:57:20 > 0:57:23It starts from day one, there is no, "Oh, we'll let you off this time."
0:57:23 > 0:57:25You get a snapshot if you're wrong
0:57:25 > 0:57:28and then you get out if you've got too many. So, I think the course
0:57:28 > 0:57:31is intense to show you this is what you're getting into, a bit
0:57:31 > 0:57:34of a heads up rather than being a total shock on your first flight.
0:57:36 > 0:57:41Touching down at LAX, this A380 is a sign that, with a new workforce
0:57:41 > 0:57:45and a new fleet, BA is growing again.
0:57:45 > 0:57:48As it fights for its position in the highly competitive airline
0:57:48 > 0:57:51industry, it will find, like Patrick,
0:57:51 > 0:57:53there is little room for error.
0:57:56 > 0:57:58Next time.
0:57:58 > 0:58:00Trouble in New York as the snow hits.
0:58:00 > 0:58:04This is our fourth major snow event and it is a little iffy.
0:58:08 > 0:58:12Its panda-monium when the airline opens a new route to China.
0:58:13 > 0:58:16Currently, the systems are down, we're trying to resolve it.
0:58:17 > 0:58:19And on three snapshots...
0:58:19 > 0:58:20DOOR OPENS
0:58:22 > 0:58:25..will Jodie make it to graduation?