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British Airways is one of the UK's most visible brands. | 0:00:02 | 0:00:05 | |
It sells Britishness as a mark of quality. | 0:00:06 | 0:00:10 | |
Some passengers are happy to part with small fortunes to | 0:00:10 | 0:00:13 | |
fly in its first class. | 0:00:13 | 0:00:15 | |
A one-way fare is just over 10,000. | 0:00:15 | 0:00:19 | |
But in the last decade the business has faced financial crisis. | 0:00:19 | 0:00:23 | |
Today, more people fly easyJet than BA. | 0:00:23 | 0:00:25 | |
We all fly to the same destinations so what can we do to stand out? | 0:00:27 | 0:00:31 | |
As the airline reaches a turning point, | 0:00:31 | 0:00:34 | |
our cameras have been allowed unique access to its inner world. | 0:00:34 | 0:00:38 | |
From the top level decisions... | 0:00:38 | 0:00:40 | |
We're not as big in China as we should be, | 0:00:40 | 0:00:42 | |
so getting this right is very important. | 0:00:42 | 0:00:45 | |
..to the daily challenges of its global operation. | 0:00:45 | 0:00:48 | |
The 552 rows back on stand to off-load a passenger having | 0:00:48 | 0:00:51 | |
a panic attack. | 0:00:51 | 0:00:53 | |
We've been following some of the airline's 40,000 staff... | 0:00:53 | 0:00:57 | |
Do you know what the pressure is on? | 0:00:57 | 0:00:59 | |
..as they work to meeting exacting standards. | 0:00:59 | 0:01:01 | |
Very disappointing. | 0:01:04 | 0:01:05 | |
In this episode, we'll reveal how they train their newest recruits. | 0:01:06 | 0:01:10 | |
It is almost like being in the military. | 0:01:11 | 0:01:14 | |
If you receive four snapshots, your contract may be terminated. | 0:01:14 | 0:01:17 | |
Keep their 280 aircraft in the air. | 0:01:17 | 0:01:20 | |
At this moment in time it's broken. | 0:01:20 | 0:01:23 | |
And bring the world's biggest passenger plane into service. | 0:01:23 | 0:01:28 | |
It's sort of making history for us, isn't it? | 0:01:28 | 0:01:30 | |
And I never do anything like that. | 0:01:30 | 0:01:32 | |
The airline's headquarters are at Waterside, just outside Heathrow. | 0:01:38 | 0:01:42 | |
Good morning. | 0:01:42 | 0:01:44 | |
I am starting my initial training course today. | 0:01:44 | 0:01:47 | |
Just to remind you, then, to wear your pass at all times whilst | 0:01:47 | 0:01:49 | |
you're in the building. | 0:01:49 | 0:01:51 | |
18 anxious new recruits are about to start their first day | 0:01:52 | 0:01:56 | |
of cabin crew training. | 0:01:56 | 0:01:57 | |
OK, well, firstly, welcome to the mixed fleet operation within British Airways | 0:01:59 | 0:02:04 | |
and congratulations. | 0:02:04 | 0:02:06 | |
I know thousands and thousands of people applied this year to | 0:02:06 | 0:02:09 | |
join us and we selected approximately 800 people to be | 0:02:09 | 0:02:12 | |
sat where you're sat now, so you've done extremely, extremely well. | 0:02:12 | 0:02:16 | |
Cabin crew are the face of the company | 0:02:16 | 0:02:18 | |
and are expected to look immaculate. | 0:02:18 | 0:02:21 | |
The skirt has to be on the knee, so that's absolutely fine. | 0:02:23 | 0:02:26 | |
Any drinks or snacks? | 0:02:26 | 0:02:29 | |
For many of the recruits, | 0:02:29 | 0:02:31 | |
the uniform is part of the job's attraction. | 0:02:31 | 0:02:33 | |
Are you excited? | 0:02:33 | 0:02:34 | |
Very excited, yeah, especially now I've got this. | 0:02:34 | 0:02:37 | |
From the very beginning, being an air stewardess was | 0:02:37 | 0:02:40 | |
sold as a glamorous job. | 0:02:40 | 0:02:42 | |
A sort of finishing school in the sky. | 0:02:42 | 0:02:45 | |
Ladies and gentlemen, you may now unfasten your seat belts | 0:02:45 | 0:02:48 | |
and smoke if you wish. | 0:02:48 | 0:02:49 | |
I think it was every bit as glamorous as I thought it was going | 0:02:49 | 0:02:53 | |
to be. In fact, it was so glamorous that I used to just walk around | 0:02:53 | 0:02:56 | |
London in my uniform cos I just used to think that it was just so cool. | 0:02:56 | 0:03:00 | |
Ros Hanby was the face of the airline in the 1970s. | 0:03:02 | 0:03:05 | |
It was definitely important to look good. | 0:03:06 | 0:03:09 | |
You were the in-flight entertainment. | 0:03:09 | 0:03:12 | |
You weren't allowed to get married. There was | 0:03:12 | 0:03:14 | |
an airline called Pan American when I was flying and they used to | 0:03:14 | 0:03:17 | |
weigh their stewardesses before going on each flight. | 0:03:17 | 0:03:20 | |
I don't think the words sexual harassment existed in those days, | 0:03:22 | 0:03:26 | |
but, you know, we were, we all helped each other, | 0:03:26 | 0:03:29 | |
I mean, I'd say, "Look up for 19B, he's looking a bit tricky." | 0:03:29 | 0:03:33 | |
Ta-da. Nearly a life size Ros. | 0:03:33 | 0:03:36 | |
When the photography took place, they were very embarrassed about | 0:03:36 | 0:03:39 | |
telling me, well, actually we're, we're not going to use your body, | 0:03:39 | 0:03:43 | |
and they told me it was cos I was not tall enough, | 0:03:43 | 0:03:46 | |
but as you can see... | 0:03:46 | 0:03:49 | |
Have you decided how you're going to wear your hair? | 0:03:49 | 0:03:51 | |
Erm, in a bun. | 0:03:51 | 0:03:53 | |
20-year-old Jodie Paris is one of the youngest recruits. | 0:03:53 | 0:03:57 | |
For her, joining the airline is a chance for adventure. | 0:03:57 | 0:04:00 | |
I've been working two jobs for God knows how long now, | 0:04:00 | 0:04:04 | |
in this tiny little town and there's just such a massive world out | 0:04:04 | 0:04:07 | |
there that I haven't seen yet. | 0:04:07 | 0:04:09 | |
The hat is to be worn over the right eye. | 0:04:09 | 0:04:11 | |
Perfect, thank you. | 0:04:12 | 0:04:13 | |
-You're ready now, aren't you? -I love it. | 0:04:13 | 0:04:16 | |
I'm really proud of myself and I just can't wait to... | 0:04:16 | 0:04:20 | |
can't wait to start and deliver a world-class service. | 0:04:20 | 0:04:25 | |
But not everyone who makes it on to the course will get to the end. | 0:04:25 | 0:04:29 | |
Some sessions are going to be very light-hearted, | 0:04:29 | 0:04:31 | |
this one's a little bit heavier. | 0:04:31 | 0:04:33 | |
The next six weeks are designed to uncover who is and who is not BA. | 0:04:33 | 0:04:38 | |
It's an 80% pass mark. That's not hard to achieve. | 0:04:38 | 0:04:42 | |
It's front-line cabin crew Si Jones and Nadine Felan's job | 0:04:42 | 0:04:45 | |
to make sure the recruits have got what it takes. | 0:04:45 | 0:04:48 | |
Time, thank you. | 0:04:51 | 0:04:53 | |
If you're a little bit late for your flight do you think you can | 0:04:53 | 0:04:56 | |
stick your thumbs out on the runway and get a 747 to pull over | 0:04:56 | 0:04:58 | |
and pick you up? | 0:04:58 | 0:05:00 | |
Not going to happen, guys, is it, so punctuality is definitely one | 0:05:00 | 0:05:03 | |
we're going to be putting onto our course contracts. | 0:05:03 | 0:05:05 | |
British Airways has always been renowned for its cabin crew | 0:05:05 | 0:05:08 | |
and certainly to get a job at British Airways is very hard, | 0:05:08 | 0:05:10 | |
but I think it's because we don't want to dilute what we have. | 0:05:10 | 0:05:14 | |
We don't want anybody to fail. | 0:05:14 | 0:05:15 | |
Do you think, then, if you're not doing it quite right we're | 0:05:15 | 0:05:18 | |
-going to tell you? -Yeah. | 0:05:18 | 0:05:19 | |
Would you want to know if you're not getting it quite right? | 0:05:19 | 0:05:22 | |
We can do this either verbally or we can do it by what's called | 0:05:22 | 0:05:25 | |
a training snapshot. | 0:05:25 | 0:05:26 | |
In this case, points doesn't make prizes, we're not Bruce Forsyth. | 0:05:26 | 0:05:28 | |
We don't want you to accrue snapshots, these | 0:05:28 | 0:05:31 | |
snapshots are recorded, documented, you do not have the right to appeal, | 0:05:31 | 0:05:35 | |
OK, and you're going to carry that with you for the rest of the course. | 0:05:35 | 0:05:38 | |
If you receive four snapshots, your contract may be terminated. | 0:05:38 | 0:05:41 | |
OK, because you're not demonstrating to us | 0:05:41 | 0:05:43 | |
what we expect from British Airways cabin crew. | 0:05:43 | 0:05:47 | |
All right, are you all happy? | 0:05:47 | 0:05:48 | |
OK, well, happy is the wrong word! | 0:05:50 | 0:05:52 | |
Do you all understand? | 0:05:52 | 0:05:54 | |
Si's snapshot warning has its desired effect. | 0:05:56 | 0:05:59 | |
The snapshots and the points, slightly terrifying? | 0:05:59 | 0:06:03 | |
Yeah, I think it's slightly nerve-racking, to be honest. | 0:06:03 | 0:06:07 | |
29-year-old recruit Alice Kennedy is plane mad, | 0:06:08 | 0:06:12 | |
and likes nothing more than spotting them in her spare time. | 0:06:12 | 0:06:16 | |
I probably sound a bit of a plane geek, I just, I love plane spotting. | 0:06:16 | 0:06:19 | |
I was on the M25 in the summer and ashamedly so actually, erm, | 0:06:19 | 0:06:22 | |
went into the back of a car because I was plane spotting. | 0:06:22 | 0:06:26 | |
For Alice, when it comes to planes, size definitely does matter. | 0:06:28 | 0:06:33 | |
That's an A340. | 0:06:33 | 0:06:35 | |
I like the A340, it's really good, | 0:06:35 | 0:06:36 | |
and it's nice it's got the four engines as well, you know, | 0:06:36 | 0:06:39 | |
they're a bit more interesting, there's a bit more to look at. | 0:06:39 | 0:06:41 | |
I definitely prefer to watch the bigger planes coming over. | 0:06:41 | 0:06:45 | |
There's a 747 there, taking off, which is brilliant, | 0:06:45 | 0:06:48 | |
it's my favourite plane. | 0:06:48 | 0:06:49 | |
The noise and just the sheer size of the plane is just, | 0:06:52 | 0:06:55 | |
it's just fascinating, I love it. | 0:06:55 | 0:06:56 | |
The company has the largest fleet of 747s in the world. | 0:06:58 | 0:07:02 | |
The trouble is it's also one of the oldest, | 0:07:02 | 0:07:05 | |
and they're heading for retirement. | 0:07:05 | 0:07:07 | |
OK, I just had a message from Mr Walsh, he's going | 0:07:10 | 0:07:12 | |
to be here in 15 minutes. | 0:07:12 | 0:07:14 | |
Airline boss Willy Walsh is planning to modernise the fleet. | 0:07:14 | 0:07:18 | |
With funding from banks around the world, | 0:07:18 | 0:07:20 | |
replacements are on their way. | 0:07:20 | 0:07:23 | |
'If you look at the aircraft that we have on order, | 0:07:23 | 0:07:26 | |
'that we've committed to,' | 0:07:26 | 0:07:27 | |
the list price of all those aircraft is about | 0:07:27 | 0:07:29 | |
27, 28 billion US dollars. | 0:07:29 | 0:07:32 | |
'Now, on any scale, this is a very big capital expenditure,' | 0:07:32 | 0:07:35 | |
you know, very significant investment. | 0:07:35 | 0:07:38 | |
One of the key new planes in the company's spending spree is | 0:07:38 | 0:07:41 | |
the A380. | 0:07:41 | 0:07:42 | |
Built across mainland Europe and the UK | 0:07:44 | 0:07:47 | |
before being assembled in France, it's the biggest | 0:07:47 | 0:07:50 | |
passenger jet in the world, and has a list price of £250 million. | 0:07:50 | 0:07:56 | |
When these different sections are assembled, | 0:07:57 | 0:08:00 | |
the wingspan will be the length of eight double decker buses. | 0:08:00 | 0:08:03 | |
The airline industry is very competitive, | 0:08:04 | 0:08:06 | |
the A380 is designed to make us more efficient, | 0:08:06 | 0:08:09 | |
reduce our fuel bill, improve our environmental performance | 0:08:09 | 0:08:13 | |
and give us the opportunity to expand our network as well. | 0:08:13 | 0:08:16 | |
Six years in the planning, the company needs to make | 0:08:19 | 0:08:22 | |
the most of the A380's arrival. | 0:08:22 | 0:08:24 | |
And it's wrapped this press event | 0:08:26 | 0:08:28 | |
in the Union Jack to give the air of a national celebration. | 0:08:28 | 0:08:31 | |
The brand is masterminded by a Dutchman, Frank van der Post. | 0:08:35 | 0:08:39 | |
The Brits are, I think, too reserved to talk about their own strengths | 0:08:41 | 0:08:46 | |
and when I came in I said, "Guys, you know, you don't understand | 0:08:46 | 0:08:50 | |
"what it means to be British and you should be proud of that." | 0:08:50 | 0:08:53 | |
And everyone kind of looks at you | 0:08:53 | 0:08:55 | |
and what's this mad Dutchman all about, but, you know, | 0:08:55 | 0:08:58 | |
there's something to celebrate and these aircraft are quite expensive, | 0:08:58 | 0:09:02 | |
and I think there's expectations of, of customers, high expectations, and | 0:09:02 | 0:09:07 | |
it's up to us to make sure that we deliver to those expectations. | 0:09:07 | 0:09:11 | |
For all the fanfare, | 0:09:11 | 0:09:12 | |
many customers have already experienced the A380 at Heathrow. | 0:09:12 | 0:09:16 | |
Emirates has a fleet of 39 and has been flying them since 2008. | 0:09:16 | 0:09:21 | |
Outstripping its British rival in passenger numbers | 0:09:21 | 0:09:24 | |
and encroaching on its luxury territory. | 0:09:24 | 0:09:28 | |
Everything you see out the window is British, | 0:09:28 | 0:09:30 | |
the wings are British, they're made in north Wales. | 0:09:30 | 0:09:32 | |
The engines are British, Rolls-Royce, built in Derbyshire, but more | 0:09:32 | 0:09:35 | |
importantly for our passengers, it's a beautiful aeroplane to travel in. | 0:09:35 | 0:09:39 | |
Persuading people to spend more to fly has always been | 0:09:39 | 0:09:42 | |
critical to the business' profits. | 0:09:42 | 0:09:44 | |
So this is, I think, the killer cabin, | 0:09:44 | 0:09:47 | |
this is the one that is going to make BA lots of money. | 0:09:47 | 0:09:49 | |
This is traveller plus, | 0:09:49 | 0:09:51 | |
got a slightly larger HD screen than we have in the economy cabins. | 0:09:51 | 0:09:55 | |
The innovators of premium economy, their business | 0:09:55 | 0:09:58 | |
and first class tickets account for only 14% of passengers, | 0:09:58 | 0:10:03 | |
but can bring in as much as 45% of revenue. | 0:10:03 | 0:10:06 | |
This is known as Millionaire's Door at Terminal 5, | 0:10:08 | 0:10:11 | |
for those select few who fly first class. | 0:10:11 | 0:10:14 | |
They have access to their own lounge, restaurant, | 0:10:16 | 0:10:20 | |
spa and champagne bar. | 0:10:20 | 0:10:22 | |
Competition in the luxury market is intense. | 0:10:24 | 0:10:27 | |
Emirates A380s offer suites and on-board showers. | 0:10:27 | 0:10:31 | |
For interiors manager Catherine Doyle it's | 0:10:31 | 0:10:33 | |
all about the airline's invention, the flatbed chair. | 0:10:33 | 0:10:37 | |
So this is first class, | 0:10:37 | 0:10:38 | |
this is a variant of the seat which you'll see in our 777s and | 0:10:38 | 0:10:41 | |
our 747 fleet, so lovingly known as prime seat, and this is called | 0:10:41 | 0:10:45 | |
prime plus, literally because it's the same seats - | 0:10:45 | 0:10:48 | |
our customers will recognise this, | 0:10:48 | 0:10:50 | |
but then, because of the space, we've been able to really grow it out so | 0:10:50 | 0:10:53 | |
when a bed goes to flat, we have far more bed space. | 0:10:53 | 0:10:57 | |
And this is the other big item here, | 0:10:57 | 0:10:58 | |
so this is our suitor. So you've got a lovely big gap | 0:10:58 | 0:11:02 | |
under here which actually is capable of taking an IATA-size wheelie bag. | 0:11:02 | 0:11:05 | |
So, no more of, oh, gosh, I've forgotten something, | 0:11:05 | 0:11:08 | |
rummage around in a bin, | 0:11:08 | 0:11:09 | |
you have to just lean out of your seat and help yourself. | 0:11:09 | 0:11:12 | |
So this is bespoke, and we painstakingly inspect every single item. | 0:11:12 | 0:11:15 | |
Back in March, when we did our final inspection on this aircraft, | 0:11:15 | 0:11:18 | |
I actually spent two days literally on my hands | 0:11:18 | 0:11:20 | |
and knees inspecting every inch of this cabin. | 0:11:20 | 0:11:23 | |
Everything has to be perfect. | 0:11:23 | 0:11:26 | |
A first class ticket will cost around ten times | 0:11:26 | 0:11:28 | |
the price of an economy one. | 0:11:28 | 0:11:30 | |
So this is 4K, at the rear of the cabin, | 0:11:30 | 0:11:32 | |
when we first inspected it there was a tiny, tiny scratch just | 0:11:32 | 0:11:36 | |
here on the corner, there. | 0:11:36 | 0:11:38 | |
SHE GIGGLES | 0:11:38 | 0:11:39 | |
It's not even a scratch because you can't even feel it, to be honest, it's probably just an imperfection | 0:11:39 | 0:11:44 | |
in the dip of the anodise. | 0:11:44 | 0:11:45 | |
The feedback we get from our customers, especially in | 0:11:45 | 0:11:48 | |
a premium cabin, does go to that level of detail, | 0:11:48 | 0:11:50 | |
so they'll tell me that | 0:11:50 | 0:11:52 | |
there was a scratch here or, erm, you know, a ding there | 0:11:52 | 0:11:55 | |
and they spotted it, | 0:11:55 | 0:11:56 | |
and that shows you what level of detail they live their lives by and | 0:11:56 | 0:12:00 | |
therefore we have to replicate that experience with the first brands. | 0:12:00 | 0:12:03 | |
The airline's training base is at Cranebank, | 0:12:06 | 0:12:09 | |
a few miles from Heathrow. | 0:12:09 | 0:12:10 | |
Here generations of cabin crew have earned the right to represent | 0:12:12 | 0:12:16 | |
the airline. | 0:12:16 | 0:12:17 | |
And two at the front of the cabin. | 0:12:17 | 0:12:19 | |
This latest recruitment drive comes in the wake of bitter | 0:12:20 | 0:12:23 | |
industrial dispute. | 0:12:23 | 0:12:25 | |
After a period of unrest and strikes by cabin crew in 2010, | 0:12:27 | 0:12:30 | |
BA decided that future recruits would be employed under new terms | 0:12:30 | 0:12:35 | |
and conditions as part of what the airline called their mixed fleet. | 0:12:35 | 0:12:39 | |
Unfasten your seat belts! Come this way! | 0:12:39 | 0:12:42 | |
Today's intake follows the same training as their predecessors, | 0:12:42 | 0:12:46 | |
but are paid less, in line with their budget airline counterparts. | 0:12:46 | 0:12:51 | |
Jodie, we're going to start with your brace position, | 0:12:51 | 0:12:53 | |
so when you're ready please adopt the crew brace position. | 0:12:53 | 0:12:57 | |
The first two weeks of training are about safety. | 0:12:57 | 0:13:00 | |
Thank you, Jodie. | 0:13:01 | 0:13:02 | |
Going to move on to look at the smoke hood now, show me | 0:13:02 | 0:13:05 | |
how you'd get that smoke hood ready for use | 0:13:05 | 0:13:07 | |
and if you'd like to correctly fit the smoke hood, please. | 0:13:07 | 0:13:09 | |
The airline has not had a fatal accident in 29 years. | 0:13:09 | 0:13:13 | |
Just turn around for me. | 0:13:13 | 0:13:14 | |
It examines its recruits on every emergency procedure. | 0:13:14 | 0:13:17 | |
OK, Jodie, if you'd like to take that off now, please. | 0:13:17 | 0:13:19 | |
Jodie, I'm sorry to say that you haven't met | 0:13:22 | 0:13:24 | |
the standard for this assessment. | 0:13:24 | 0:13:26 | |
In crew brace position your head wasn't back. | 0:13:26 | 0:13:30 | |
For the smoke hood, the bottom half of your bun was sticking out, | 0:13:30 | 0:13:33 | |
so that can allow smoky air to get in, OK? | 0:13:33 | 0:13:37 | |
Jodie's failure means she'll receive a written warning. | 0:13:37 | 0:13:40 | |
Jodie, if you want to just go and take a seat down there for me. | 0:13:40 | 0:13:43 | |
Right, what just happened is the SEP equipment practical assessment, | 0:13:45 | 0:13:49 | |
and you failed it. So that means now that | 0:13:49 | 0:13:52 | |
I need to give you a formal letter, which I'm going to give you | 0:13:52 | 0:13:55 | |
a copy of to read. If you don't reach the required | 0:13:55 | 0:13:58 | |
standard, your contract could be terminated with British Airways. | 0:13:58 | 0:14:02 | |
Do you understand that? | 0:14:03 | 0:14:04 | |
Yes. Thank you. | 0:14:04 | 0:14:06 | |
OK. | 0:14:07 | 0:14:09 | |
So what we do now is we'll take you back downstairs. | 0:14:09 | 0:14:11 | |
I've worked so hard, it'd be such a shame to, you know, have it all | 0:14:11 | 0:14:15 | |
thrown, all thrown away for a couple of, you know, silly mistakes. | 0:14:15 | 0:14:20 | |
It doesn't seem like I've worked hard | 0:14:20 | 0:14:23 | |
because obviously I have failed a couple of things, but I am | 0:14:23 | 0:14:25 | |
working so hard, you know. There's been a few nights where I haven't | 0:14:25 | 0:14:30 | |
slept because I've been revising and stuff and going over my drills. | 0:14:30 | 0:14:33 | |
-It's not the easiest thing in the world. -But it is... | 0:14:33 | 0:14:35 | |
Many of the trainees are joining from other airlines | 0:14:35 | 0:14:38 | |
and have been through the process before. | 0:14:38 | 0:14:41 | |
Don't worry, you've just shown me... | 0:14:41 | 0:14:42 | |
But I can't be kicked off the course. | 0:14:42 | 0:14:44 | |
You're not going to get chucked off the course. | 0:14:44 | 0:14:47 | |
You've just failed one exam and it's not the end of the world and you're going to go back in, | 0:14:47 | 0:14:50 | |
you've just shown them the correct position so you do know it. | 0:14:50 | 0:14:53 | |
Take this off when you go in, because you can't brace with that jacket on. | 0:14:53 | 0:14:57 | |
When I was at Virgin, I failed about six times, loads! | 0:14:57 | 0:15:01 | |
At Terminal 5 Heathrow, it's the first big outing | 0:15:04 | 0:15:08 | |
for the company's new plane. | 0:15:08 | 0:15:09 | |
With ten rival airlines already flying the A380, for staff like | 0:15:11 | 0:15:16 | |
Turnaround Manager Lisa Horegan, it's a relief to be catching up. | 0:15:16 | 0:15:20 | |
I'm glad that we're finally keeping up with the new technology and | 0:15:20 | 0:15:23 | |
new aircraft types. | 0:15:23 | 0:15:25 | |
It's like I'm making history for us, really, isn't it? | 0:15:25 | 0:15:27 | |
And I never do anything like that. | 0:15:27 | 0:15:29 | |
The airline's first fully trained A380 pilot is Captain James Basnett. | 0:15:31 | 0:15:36 | |
Before every flight we have a good look round the aeroplane to make sure | 0:15:36 | 0:15:39 | |
the hatches are closed, make sure the engines are in good condition, | 0:15:39 | 0:15:42 | |
everything that is really sort of a, a normal pilot would do on however | 0:15:42 | 0:15:46 | |
big a plane, whether it's a tiny Cessna or an aircraft this size. | 0:15:46 | 0:15:50 | |
It takes 22 cabin crew to run a plane this big. | 0:15:52 | 0:15:55 | |
OK, down with the preboards, please. | 0:15:57 | 0:16:00 | |
Straight across, and turn right. | 0:16:00 | 0:16:02 | |
'Please ensure that all electronic devices, including mobile phones, are switched off.' | 0:16:02 | 0:16:06 | |
-Shall I take you up to the front door? -Please. | 0:16:06 | 0:16:09 | |
-Perfect. -Show me the way. -Sarah, would you mind just watching that door while it's open? | 0:16:09 | 0:16:13 | |
Thank you very much. | 0:16:13 | 0:16:14 | |
Last person on board is Frank, here to launch proceedings. | 0:16:14 | 0:16:17 | |
Hi, there, how are you? | 0:16:22 | 0:16:24 | |
So, are we good to go with the PA or shall I do it for you? | 0:16:24 | 0:16:28 | |
The phone, can you remember? | 0:16:28 | 0:16:29 | |
No. | 0:16:29 | 0:16:31 | |
OK. There we go, push to talk, and off you go, | 0:16:32 | 0:16:34 | |
you have to talk quite closely, so... | 0:16:34 | 0:16:37 | |
Good afternoon, everybody, this is Frank van der Post. | 0:16:38 | 0:16:41 | |
I hope you're settled in well and comfortable. | 0:16:41 | 0:16:44 | |
It is great to have you on our flight to nowhere. | 0:16:44 | 0:16:47 | |
We encourage you to kick back and relax, we do serve you a glass | 0:16:47 | 0:16:52 | |
of wine, but I ask you one thing, please, don't scratch anything. | 0:16:52 | 0:16:55 | |
With a cruising altitude of zero feet, | 0:16:55 | 0:16:59 | |
this plane isn't going anywhere. | 0:16:59 | 0:17:01 | |
The passengers are all staff who volunteered to come in | 0:17:01 | 0:17:04 | |
on their day off to sit on the tarmac. | 0:17:04 | 0:17:07 | |
It's a pretend flight to Hong Kong, to see what works and what doesn't. | 0:17:07 | 0:17:11 | |
The drinks were coming from the World Traveller galley, | 0:17:15 | 0:17:18 | |
which meant crew had to walk through the World Traveller cabin | 0:17:18 | 0:17:20 | |
into World Traveller class, | 0:17:20 | 0:17:24 | |
and when you've got a heavy flow of customer traffic, | 0:17:24 | 0:17:27 | |
that can be quite challenging. | 0:17:27 | 0:17:29 | |
I think it's a nice customer enhancement | 0:17:29 | 0:17:32 | |
but we just need to try and make it work. | 0:17:32 | 0:17:34 | |
A couple of miles away on a mock-up plane in Cranebank, | 0:17:38 | 0:17:41 | |
trainee cabin crew Patrick Flynn | 0:17:41 | 0:17:43 | |
and Alice are investigating a possible fire in the toilets. | 0:17:43 | 0:17:47 | |
..push the door very slightly. | 0:17:47 | 0:17:50 | |
I don't need that now, there's no smoke, | 0:17:50 | 0:17:52 | |
I mean, there's no fire, sorry, no flames. | 0:17:52 | 0:17:54 | |
Have you checked in the bin? | 0:17:54 | 0:17:56 | |
OK, so there are still flames. You want to use the BCF. Excellent. | 0:17:58 | 0:18:02 | |
What have you found, Patrick? | 0:18:06 | 0:18:08 | |
OK, so you've found matches. | 0:18:08 | 0:18:10 | |
Excellent. | 0:18:10 | 0:18:12 | |
OK, I'll go and report back to the captain, just bear with me. | 0:18:12 | 0:18:15 | |
The trainers think that they've found a new star. | 0:18:15 | 0:18:17 | |
-You all right? -Yeah, that was just so long in that hood. | 0:18:17 | 0:18:20 | |
-Alice helped him through that. -Alice was fantastic. | 0:18:20 | 0:18:23 | |
She really did, he wouldn't have... She prompted him all along. | 0:18:23 | 0:18:26 | |
You was really good, you was helping me. | 0:18:26 | 0:18:28 | |
Alice? Congratulations, you've passed. | 0:18:28 | 0:18:32 | |
-Thanks, yay. -Um... -Any points? | 0:18:32 | 0:18:34 | |
-No points. -Oh, my God, amazing. | 0:18:34 | 0:18:36 | |
Your role as a coordinator just then is one of the best exercises | 0:18:36 | 0:18:40 | |
I've seen recently, if not ever. | 0:18:40 | 0:18:42 | |
Thank you so much, that's lovely. | 0:18:42 | 0:18:44 | |
Former call centre worker Patrick is equally determined to excel. | 0:18:45 | 0:18:49 | |
Right, Patrick, well done, you have passed | 0:18:49 | 0:18:51 | |
but you pick up one point. | 0:18:51 | 0:18:53 | |
-That's an actual point not a mark. -That is one point. | 0:18:53 | 0:18:55 | |
'My friends think I've come to BA to serve coffee and to serve tea,' | 0:18:55 | 0:19:00 | |
the stereotypical trolley dolly, all smiley faces. | 0:19:00 | 0:19:02 | |
'This is the captain, this is an emergency, brace, brace.' | 0:19:02 | 0:19:05 | |
Brace, brace! | 0:19:05 | 0:19:06 | |
'But I think the BA cabin crew are the best crew in the world, it's the | 0:19:06 | 0:19:09 | |
'service that they give and it's the way that they deliver the service.' | 0:19:09 | 0:19:12 | |
Patrick leaving from door two right! | 0:19:12 | 0:19:14 | |
Jodie leaving door two left. | 0:19:14 | 0:19:16 | |
'And I think because of that I'm feeling more apprehensive. | 0:19:16 | 0:19:20 | |
'But I've just got to try and not let it get to me.' | 0:19:20 | 0:19:23 | |
Lean forward. | 0:19:23 | 0:19:25 | |
'I know I can do this job, and I know I can pass this course.' | 0:19:25 | 0:19:28 | |
Is that everything? | 0:19:28 | 0:19:29 | |
-That's lovely, good luck. -No problem. | 0:19:29 | 0:19:31 | |
At Terminal 5, the flight to nowhere is in its fourth hour. | 0:19:34 | 0:19:38 | |
No, it's not landed yet, so we're just waiting for it to come | 0:19:40 | 0:19:43 | |
on stand or land and then come on stand. | 0:19:43 | 0:19:45 | |
To pretend an aircraft's not there | 0:19:45 | 0:19:47 | |
when it is, then, yeah, it's a little bit weird. | 0:19:47 | 0:19:49 | |
In economy, they've finished eating and are watching movies. | 0:19:49 | 0:19:53 | |
In business and first class, the fine wine | 0:19:56 | 0:19:59 | |
and dining takes a little longer. | 0:19:59 | 0:20:01 | |
We have a Chablis which is a Chardonnay, which is | 0:20:01 | 0:20:03 | |
perfect for the sea bass today, and we also have | 0:20:03 | 0:20:07 | |
a Pinot Gris, which is Australian, and it's best with spicy foods. | 0:20:07 | 0:20:11 | |
In charge of delivering a gourmet tasting menu | 0:20:14 | 0:20:17 | |
for the A380's elite customer is chef Mark Tassioli. | 0:20:17 | 0:20:21 | |
That's it. | 0:20:21 | 0:20:22 | |
It's a difficult task when the food has to be ready-made | 0:20:22 | 0:20:26 | |
and reheated at 30,000 feet. | 0:20:26 | 0:20:29 | |
It won't take them long to eat the soup. | 0:20:29 | 0:20:31 | |
Right, and you want it to be fresh. | 0:20:31 | 0:20:33 | |
Add a little bit of, er, time between the course. | 0:20:33 | 0:20:36 | |
OK. | 0:20:36 | 0:20:37 | |
I have a much better understanding | 0:20:37 | 0:20:39 | |
around the way these ovens work now, much better | 0:20:39 | 0:20:42 | |
understanding around how it's affecting the people out there, so, | 0:20:42 | 0:20:46 | |
by the time this goes live, they'll have the instructions, like when | 0:20:46 | 0:20:50 | |
you do this dish, when they clear that, put that one in the oven. | 0:20:50 | 0:20:53 | |
This is your captain, we are making good progress to Hong Kong, very | 0:20:55 | 0:20:58 | |
shortly we're going to be commencing our descent and disappointingly | 0:20:58 | 0:21:02 | |
the weather there is very similar to how we left it in London. The cabin crew are just going to start | 0:21:02 | 0:21:06 | |
getting everything back into the galleys. | 0:21:06 | 0:21:08 | |
The trial is at an end. With seven weeks before the big flight to LA, | 0:21:08 | 0:21:12 | |
the plane will be flying short haul routes to iron out any problems. | 0:21:12 | 0:21:16 | |
Hi, Lisa. How are you? | 0:21:18 | 0:21:19 | |
Good. How was your trip? | 0:21:19 | 0:21:22 | |
Yeah, it was good. | 0:21:22 | 0:21:23 | |
BA runs the biggest aircraft maintenance operation in the country | 0:21:27 | 0:21:31 | |
with 5,500 engineers servicing its fleet. | 0:21:31 | 0:21:34 | |
Last year, a technical fault resulted in an engine fire | 0:21:36 | 0:21:40 | |
on a BA A320 flying to Oslo. | 0:21:40 | 0:21:42 | |
In the emergency landing that followed no-one was hurt | 0:21:44 | 0:21:48 | |
but it shows there is no margin for error. | 0:21:48 | 0:21:50 | |
Every night, every plane is checked and, if it needs special | 0:21:51 | 0:21:54 | |
attention, it's brought to the Fleet Support Unit in this hangar. | 0:21:54 | 0:21:58 | |
Veteran engineer John Beattie has been working nights for 26 years. | 0:22:01 | 0:22:06 | |
We have a look around the aircraft for any damage that may occur | 0:22:08 | 0:22:13 | |
when it's on flight, like lightning strikes, bird strikes. | 0:22:13 | 0:22:16 | |
Unfortunately, birds decide they like to hit the aircraft and if | 0:22:16 | 0:22:21 | |
they hit the engine they could go down the engine. | 0:22:21 | 0:22:23 | |
We then do a boroscope, | 0:22:23 | 0:22:25 | |
look inside to find out whether there's any more damage in there. | 0:22:25 | 0:22:28 | |
You normally know cos it smells awful. | 0:22:28 | 0:22:30 | |
An ultrasound is used to look for hairline cracks in the fan blades. | 0:22:32 | 0:22:36 | |
We're just putting a bit of jelly onto each blade to just aid | 0:22:36 | 0:22:40 | |
the sound, so here we have the decibel reader | 0:22:40 | 0:22:42 | |
and you see there we've got 300 decibels. If it was above 700 | 0:22:42 | 0:22:47 | |
that might well mean we might have to change that particular blade. | 0:22:47 | 0:22:50 | |
The airline has 280 planes being used across 170 routes. | 0:22:52 | 0:22:58 | |
Keeping them flying is a big task. | 0:22:58 | 0:23:00 | |
On a busy night, the casualty hangar may need to get up to ten of them | 0:23:01 | 0:23:05 | |
fixed and back into service, | 0:23:05 | 0:23:08 | |
all with different problems to be solved. | 0:23:08 | 0:23:11 | |
We're changing the fuel control unit, or the FNU. | 0:23:11 | 0:23:14 | |
That's the one that's going to go on, this is like a big carburettor. | 0:23:14 | 0:23:18 | |
Grounded planes are an airline's nightmare. | 0:23:18 | 0:23:21 | |
If the planes aren't flying they're losing money. | 0:23:21 | 0:23:25 | |
Passengers aren't moving and people are missing connections. | 0:23:25 | 0:23:29 | |
The system can quickly break down. | 0:23:29 | 0:23:31 | |
So, in the operation centre at Waterside, | 0:23:34 | 0:23:36 | |
it's a constant juggle to keep the schedule working. | 0:23:36 | 0:23:39 | |
The team here are responsible for the entire network, moving about | 0:23:40 | 0:23:44 | |
110,000 people a day on 800 flights, many of them on the Airbus fleet. | 0:23:44 | 0:23:50 | |
We've got over 111 aircraft in our Airbus fleet, | 0:23:50 | 0:23:53 | |
there are 58 of them here and there are 53 of them overseas. | 0:23:53 | 0:23:57 | |
Most aircraft will do four to five flights a day. | 0:23:57 | 0:24:00 | |
We couldn't actually park | 0:24:00 | 0:24:01 | |
them all on the ground at Heathrow at one time anyway because there | 0:24:01 | 0:24:04 | |
isn't enough room, | 0:24:04 | 0:24:06 | |
so it's a constant movement of aircraft in and out. | 0:24:06 | 0:24:09 | |
Steve Duffy is lead engineer in operations, it's his job to | 0:24:09 | 0:24:13 | |
track which of the sick planes might not be able to fly on schedule. | 0:24:13 | 0:24:17 | |
OK, then, well, we'll start off with Ian in the FSU then... | 0:24:18 | 0:24:23 | |
He's on the nightly 3am call to get a status update. | 0:24:23 | 0:24:26 | |
OK, Uniform Uniform Tango's windscreen change, | 0:24:28 | 0:24:31 | |
they're only just starting to refit it within the last hour. | 0:24:31 | 0:24:34 | |
That's on an 06, but there's no way it's going to make 06. | 0:24:34 | 0:24:37 | |
'No way that's going to happen.' | 0:24:37 | 0:24:38 | |
Well, I'll start looking at 12 o'clock, have a chat with ops, and see what we can do about it. | 0:24:38 | 0:24:42 | |
Echo Delta November, the FMU is fitted. | 0:24:42 | 0:24:45 | |
They're aiming to push that out for four o'clock | 0:24:45 | 0:24:47 | |
and get some runs out of it. | 0:24:47 | 0:24:49 | |
'Hopefully that will make its 06 ETS.' | 0:24:49 | 0:24:52 | |
We'll keep a listening watch for that, we'll talk to you later, thank you. | 0:24:52 | 0:24:55 | |
-Hello, mate. -Hello, Chippy, how are you? | 0:24:55 | 0:24:57 | |
-Yeah, not bad, what's going on? -Windscreen change, having a bit of trouble with the sealant, | 0:24:57 | 0:25:01 | |
initial provisional estimate they're giving me is 12 o'clock. | 0:25:01 | 0:25:04 | |
-Yeah. -Erm, I reckon it might go back a bit past that. | 0:25:04 | 0:25:08 | |
So if I roll the programme up to... | 0:25:08 | 0:25:10 | |
well, to its last departure as such. | 0:25:10 | 0:25:12 | |
-Yeah. -Happy with that? | 0:25:12 | 0:25:13 | |
Yeah, that'll be a good start. | 0:25:13 | 0:25:15 | |
Hello there, morning, we have got a couple of changes. | 0:25:15 | 0:25:18 | |
Erm, they want to change Uniform Uniform Tango. | 0:25:18 | 0:25:22 | |
The windscreen isn't going to be coming up in time. | 0:25:22 | 0:25:25 | |
You've got Uniform Hotel and you have Yankee Lima. OK. | 0:25:25 | 0:25:29 | |
Back in engineering, Uniform Uniform Tango is supposed to be | 0:25:30 | 0:25:33 | |
flying to Aberdeen with a new windscreen at 08.40. | 0:25:33 | 0:25:36 | |
OK? | 0:25:36 | 0:25:37 | |
But time is of secondary importance to safety. | 0:25:38 | 0:25:42 | |
The windscreen has been fitted but they had a problem, the gaps round | 0:25:42 | 0:25:45 | |
the outside of the windscreen were not quite right, so that's just gone | 0:25:45 | 0:25:49 | |
backwards probably half an hour. It's not an easy job. Because | 0:25:49 | 0:25:51 | |
of the pressure of the aircraft and the pressurisation there is actually | 0:25:51 | 0:25:54 | |
a lot of force on that windscreen and if it's not in the right | 0:25:54 | 0:25:57 | |
place and if that screen fails, the consequences are catastrophic. | 0:25:57 | 0:26:01 | |
They had a windscreen years ago that was fitted with incorrect screws | 0:26:01 | 0:26:05 | |
and the windscreen exited the aircraft | 0:26:05 | 0:26:08 | |
and the pilot was hanging out and his head | 0:26:08 | 0:26:10 | |
and his arms were flailing down the fuselage at how many thousand feet. | 0:26:10 | 0:26:14 | |
The other pilot flying the aircraft had to deal with holding his | 0:26:14 | 0:26:18 | |
colleague in place and flying and landing the aircraft and that was | 0:26:18 | 0:26:22 | |
a very, very stressful and dangerous situation for the flight crew. | 0:26:22 | 0:26:26 | |
So, just the usual, look down for me. | 0:26:26 | 0:26:29 | |
For new recruit Jodie nightly maintenance has a different meaning. | 0:26:29 | 0:26:33 | |
Cabin crew are required to look immaculate at all times. | 0:26:33 | 0:26:37 | |
So, when do you get your uniform? | 0:26:37 | 0:26:40 | |
I'm getting it tomorrow and I had my uniform fitting like, I think | 0:26:40 | 0:26:44 | |
about a month ago. | 0:26:44 | 0:26:45 | |
-Yeah. -We've got to have... | 0:26:45 | 0:26:47 | |
Have you got to buy the shoes or do they? | 0:26:47 | 0:26:49 | |
Yeah, we've got to buy them, we've got to have like loafer shoes | 0:26:49 | 0:26:51 | |
for the service and then actual heels like walking to and from work. | 0:26:51 | 0:26:55 | |
How do they expect you to be presented? | 0:26:55 | 0:26:57 | |
They like you to, I think | 0:26:57 | 0:26:58 | |
they like you to wear quite a bit of make-up, like it says | 0:26:58 | 0:27:02 | |
the minimum make-up that you should be wearing is lipstick and blusher. | 0:27:02 | 0:27:06 | |
So what motivated you into - look down - taking a job with BA? | 0:27:06 | 0:27:12 | |
I was on the beach in Ibiza and I was sunbathing with my friends | 0:27:12 | 0:27:18 | |
and this bottle was at my feet and I picked it up to put it in the bin, | 0:27:18 | 0:27:25 | |
and I've noticed that there was a message inside the bottle. | 0:27:25 | 0:27:29 | |
So I opened it, and I'd seen like this essay, like pages and pages of | 0:27:29 | 0:27:35 | |
writing, I was like, "Oh, my God, what is this?" | 0:27:35 | 0:27:38 | |
And then I started reading it | 0:27:38 | 0:27:40 | |
when I got back to the hotel, and it was from this guy and he was | 0:27:40 | 0:27:44 | |
just explaining about all these different countries that he'd been | 0:27:44 | 0:27:47 | |
to and why he'd been to them and all this crazy stuff that had happened. | 0:27:47 | 0:27:52 | |
Look down, is that true? | 0:27:52 | 0:27:54 | |
-Yeah. -Really? | 0:27:54 | 0:27:56 | |
I've got the, I've got the letter at home. | 0:27:56 | 0:27:58 | |
-Have you? -Yeah. He didn't leave any like contact details or anything. | 0:27:58 | 0:28:01 | |
Look at me. | 0:28:01 | 0:28:02 | |
With exams every day the recruits also have to study every night. | 0:28:04 | 0:28:08 | |
For Alice, it's been more than she expected. | 0:28:08 | 0:28:11 | |
It is quite all-encompassing, I think, I actually had | 0:28:11 | 0:28:14 | |
a dream about a plane crash the other night, which was awful. | 0:28:14 | 0:28:17 | |
I think there are a lot of misconceptions out there | 0:28:17 | 0:28:19 | |
about being cabin crew. I knew it was going to be hard | 0:28:19 | 0:28:22 | |
and I've always been fully aware of what they've done but there are | 0:28:22 | 0:28:25 | |
so many other areas that I haven't realised that we would do and it has | 0:28:25 | 0:28:29 | |
been hard because there's just so much to remember. So I think in that | 0:28:29 | 0:28:32 | |
sense it's been, it has been harder than I thought it was going to be. | 0:28:32 | 0:28:35 | |
Because Heathrow is in such a densely populated area, | 0:28:37 | 0:28:40 | |
noise pollution is always an issue. | 0:28:40 | 0:28:42 | |
The last scheduled flights land before midnight. | 0:28:42 | 0:28:46 | |
But the fleet support unit still need to do an engine test | 0:28:46 | 0:28:49 | |
on Echo Delta November, | 0:28:49 | 0:28:51 | |
which is due to fly to Tel Aviv at ten past eight. | 0:28:51 | 0:28:54 | |
Going on one, give us a call when you're ready. | 0:28:54 | 0:28:58 | |
It has to be done in a ground run pen, with a special acoustic | 0:28:58 | 0:29:02 | |
lining to muffle the sound. | 0:29:02 | 0:29:04 | |
It's already 4.30, and the team are having problems installing | 0:29:07 | 0:29:11 | |
the new fuel metering unit. | 0:29:11 | 0:29:13 | |
We've got a little leak. Now it may be that when we put it together | 0:29:14 | 0:29:17 | |
we might have pinched the seal, | 0:29:17 | 0:29:19 | |
maybe, or it's just a little... | 0:29:19 | 0:29:21 | |
we just nipped it up and it may or may not cure it, we don't know yet. | 0:29:21 | 0:29:26 | |
They think they've got a fuel leak on the run. | 0:29:26 | 0:29:28 | |
OK. | 0:29:28 | 0:29:29 | |
So they've just opened it to have a look at it. | 0:29:29 | 0:29:32 | |
Well, I mean, obviously, we're just going to have to roll up | 0:29:32 | 0:29:34 | |
at the moment, yeah, literally just roll the whole pack up. | 0:29:34 | 0:29:37 | |
With each aircraft allocated a route the scheduler has to move | 0:29:37 | 0:29:41 | |
the sick plane as far back in the morning schedule as possible | 0:29:41 | 0:29:44 | |
in the hope that the extra time will be enough to bring it online. | 0:29:44 | 0:29:48 | |
So I'm just basically creating a "what if" situation, so if worst | 0:29:48 | 0:29:52 | |
comes to the worst, we can literally stretch it back to 11 o'clock, | 0:29:52 | 0:29:56 | |
that'll be the next departure which will be at Tel Aviv then. | 0:29:56 | 0:30:00 | |
Right, let's give that another couple of minutes or so | 0:30:00 | 0:30:02 | |
and then I'll shut it down again, OK? | 0:30:02 | 0:30:04 | |
Not including man power, | 0:30:05 | 0:30:07 | |
the airline spends around £625 million a year on engineering. | 0:30:07 | 0:30:12 | |
Yeah, it's probably in the region of a quarter of a million dollars | 0:30:12 | 0:30:16 | |
for a fuel metering unit for an Airbus aircraft. | 0:30:16 | 0:30:20 | |
I think if you do the sort of work that we do, you tend to be | 0:30:20 | 0:30:24 | |
isolated from the real costs because it is so vast, you know, one | 0:30:24 | 0:30:29 | |
fuel unit is as much as your house, that you tend not to | 0:30:29 | 0:30:32 | |
think about it in the same terms as, as everybody else but, er, | 0:30:32 | 0:30:37 | |
I think we recognise that there is a vast cost to maintaining aircraft. | 0:30:37 | 0:30:41 | |
With the flight schedule starting in under an hour, | 0:30:41 | 0:30:44 | |
the news for Echo Delta November is not good. | 0:30:44 | 0:30:48 | |
Is that exactly the same place? | 0:30:48 | 0:30:50 | |
OK, all right, if it's coming from exactly the same place then we might | 0:30:50 | 0:30:53 | |
just have to go through another seal there. | 0:30:53 | 0:30:56 | |
All right, here we go. | 0:30:57 | 0:30:59 | |
I'm not sure how long it's going to take but, er, | 0:30:59 | 0:31:02 | |
at this moment in time it's, er, broken. | 0:31:02 | 0:31:05 | |
OK, thanks then. Chippy? | 0:31:06 | 0:31:10 | |
-Yeah. -You're going to have to do a swap with the Beirut. | 0:31:10 | 0:31:13 | |
It needs to come back in to take the fuel unit off again. | 0:31:17 | 0:31:20 | |
OK. | 0:31:22 | 0:31:24 | |
Even with 100 Airbuses in the fleet, it's not | 0:31:24 | 0:31:26 | |
just as simple as swapping an aircraft. | 0:31:26 | 0:31:29 | |
Cos it's the M6 fleet, it's running out of Terminal 1, | 0:31:29 | 0:31:32 | |
the 321 Airbus fleet down there is very specific, | 0:31:32 | 0:31:36 | |
the reason being is because we offer a flatbed service | 0:31:36 | 0:31:39 | |
to our passengers, and so it's a very specific seating. | 0:31:39 | 0:31:42 | |
The thing that could happen is that er, nine o'clock, is that if | 0:31:42 | 0:31:46 | |
Echo Delta November doesn't come up then, er, we could go into problems. | 0:31:46 | 0:31:51 | |
Although there are two aircraft still being worked on, | 0:31:51 | 0:31:54 | |
the team's juggling has meant they start the morning with | 0:31:54 | 0:31:57 | |
only one half-hour delay. | 0:31:57 | 0:31:58 | |
Driving into Cranebank at dawn, | 0:32:00 | 0:32:02 | |
Jodie is painfully aware of how important it is to stay on schedule. | 0:32:02 | 0:32:06 | |
I've never ever got up this early in my life, never, this is torture. | 0:32:07 | 0:32:13 | |
Just two weeks into the course, | 0:32:13 | 0:32:15 | |
the new recruits already know what flights await them. | 0:32:15 | 0:32:18 | |
I think I'm going to Paris | 0:32:18 | 0:32:20 | |
and then I've got Nairobi after Christmas and I get to like play | 0:32:20 | 0:32:24 | |
with the animals, which'll be lovely. I don't know, it might be dangerous | 0:32:24 | 0:32:28 | |
so I might have to just stay in the hotel and sip on pina coladas. | 0:32:28 | 0:32:32 | |
Morning, everybody. How are we all? | 0:32:32 | 0:32:35 | |
On today's agenda, medical training. | 0:32:35 | 0:32:38 | |
Your lungs and liver might come out as well. | 0:32:38 | 0:32:41 | |
LAUGHTER | 0:32:41 | 0:32:42 | |
So, we'll do as we did yesterday, listen, we'll do as we did yesterday | 0:32:42 | 0:32:46 | |
and go around the room... | 0:32:46 | 0:32:48 | |
For Jodie, the studying is paying off. | 0:32:48 | 0:32:50 | |
Jodie, number four, you are assisting a health care professional | 0:32:50 | 0:32:54 | |
who needs to insert a catheter - lovely day you're having - | 0:32:54 | 0:32:57 | |
from someone suffering from urine retention, you need to...? | 0:32:57 | 0:33:00 | |
What would you need to do, Jodie? | 0:33:00 | 0:33:02 | |
Erm, is it B? | 0:33:02 | 0:33:04 | |
Peel back the sterile packaging of the catheter, add some tepid water | 0:33:04 | 0:33:07 | |
to activate the dry gel solution, and it's ready for use, exactly. | 0:33:07 | 0:33:11 | |
But there's no multiple choice answer on how to deal with the dead. | 0:33:11 | 0:33:15 | |
This is a very grey subject, isn't it, because it's on the day. | 0:33:15 | 0:33:19 | |
The main thing is you cannot block a door, you cannot put a dead | 0:33:19 | 0:33:23 | |
passenger in the toilet, it is not respectful, and also they are | 0:33:23 | 0:33:27 | |
not strapped in for landing. If they slid off the toilet, which | 0:33:27 | 0:33:30 | |
could easily happen when you land, they will end up on the floor and | 0:33:30 | 0:33:34 | |
they have to take the aircraft apart to get that person out and it's, can | 0:33:34 | 0:33:37 | |
you imagine putting somebody in one of the aircraft toilets? It's not... | 0:33:37 | 0:33:40 | |
So, in a nice, easy world, which somebody dying on an aircraft isn't, | 0:33:40 | 0:33:44 | |
you put them back in their seat. I know crew that have | 0:33:44 | 0:33:47 | |
had to sit next to somebody that's passed away for the rest | 0:33:47 | 0:33:50 | |
of the flight, and it's, all of this is such a horrible topic. | 0:33:50 | 0:33:53 | |
Could you make them maybe look like they're asleep, | 0:33:53 | 0:33:55 | |
put a blanket over them...? | 0:33:55 | 0:33:56 | |
We used to do, many years ago, give them a vodka and tonic, | 0:33:56 | 0:33:59 | |
a Daily Mail, and a, you know, eye shades | 0:33:59 | 0:34:01 | |
and be like, yeah, they're fine. We don't do... Literally, you would | 0:34:01 | 0:34:05 | |
put them where you can, cover them with a blanket up to here. | 0:34:05 | 0:34:09 | |
To be honest, please don't think that | 0:34:09 | 0:34:11 | |
when you first go online you're going to have a death, a birth, | 0:34:11 | 0:34:15 | |
a fire, a decompression, | 0:34:15 | 0:34:18 | |
and then you're going to ditch on the way back. | 0:34:18 | 0:34:21 | |
In the afternoon, the trainees head to the simulator to | 0:34:22 | 0:34:25 | |
work on their resuscitation skills. | 0:34:25 | 0:34:27 | |
Look how small this environment is. If you have a 14, 15, 20 stone man, | 0:34:27 | 0:34:34 | |
how on earth are you going to move them anywhere but the aisle? | 0:34:34 | 0:34:39 | |
-So, Jodie, you're coming down the cabin. -Ready. | 0:34:39 | 0:34:42 | |
And one of your passengers is not very well. | 0:34:42 | 0:34:45 | |
Hello, sir, can you hear me? Can you hear me? | 0:34:45 | 0:34:48 | |
There's no response. | 0:34:48 | 0:34:49 | |
OK, head up, we're going to need to do a chest compression, | 0:34:49 | 0:34:52 | |
so, one, two, three. | 0:34:52 | 0:34:54 | |
One, two, three, four, five, six... | 0:34:54 | 0:34:57 | |
Elbows straight. | 0:34:57 | 0:34:58 | |
..nine, ten, 11... | 0:34:58 | 0:35:00 | |
Just stop it, just once, I just want to give you a help | 0:35:00 | 0:35:03 | |
because you seem to be bouncing the back of your hand up, | 0:35:03 | 0:35:06 | |
so the heel of your hand always must be in contact with the chest. | 0:35:06 | 0:35:09 | |
OK. | 0:35:09 | 0:35:10 | |
So, show me some compressions. | 0:35:10 | 0:35:12 | |
That's much better. | 0:35:14 | 0:35:16 | |
Jodie, that's what I want, OK, that's what I need. | 0:35:16 | 0:35:20 | |
That's enough. Round of applause, I think. | 0:35:22 | 0:35:25 | |
-Jodie, you've listened to every word that I have said. -Really? | 0:35:25 | 0:35:28 | |
Those compressions were excellent, | 0:35:28 | 0:35:30 | |
so you've done everything that I asked you to do. Well done. | 0:35:30 | 0:35:33 | |
Thank you. | 0:35:33 | 0:35:34 | |
It's a nice place to work... | 0:35:43 | 0:35:45 | |
For most people, plane food means plastic trays and stodgy dishes. | 0:35:45 | 0:35:50 | |
But in the early days food was about creating | 0:35:51 | 0:35:54 | |
the perception of comfort, even luxury, at altitude. | 0:35:54 | 0:35:58 | |
'To this young passenger, there must be a special magic | 0:35:58 | 0:36:02 | |
'about lunch being served so high above the clouds.' | 0:36:02 | 0:36:04 | |
So is everybody clear about what we're doing? | 0:36:04 | 0:36:06 | |
Trying to recreate that sense of magic is chef Mark Tassioli. | 0:36:06 | 0:36:09 | |
So then we're going to go with the braised pork belly and cheek. | 0:36:09 | 0:36:13 | |
He's working with the airline's catering company on | 0:36:13 | 0:36:16 | |
a tasting menu for the A380. | 0:36:16 | 0:36:18 | |
Playing the role of first class passenger is customer service | 0:36:19 | 0:36:22 | |
manager Toby Thompson. | 0:36:22 | 0:36:24 | |
Oh, do me a favour, can you time it? | 0:36:26 | 0:36:29 | |
I don't want it to be too quick, you know, | 0:36:29 | 0:36:31 | |
you can't have five courses, like, wham, | 0:36:31 | 0:36:34 | |
but from your point of view I want to know how comfortable it felt. | 0:36:34 | 0:36:37 | |
Serving him is Sarah Louis. | 0:36:37 | 0:36:39 | |
In three weeks' time she'll be supervising the food on the flight. | 0:36:40 | 0:36:43 | |
Here's our lobster dish. | 0:36:45 | 0:36:46 | |
So it's lobster on a shiso dressing with mango. | 0:36:46 | 0:36:49 | |
Clean taste. | 0:36:52 | 0:36:53 | |
Flavour's really good. Better than I thought it would be, actually. | 0:36:53 | 0:36:56 | |
All the hot dishes are reheated in the A380 steam ovens. | 0:36:59 | 0:37:03 | |
Working out the timing is key. | 0:37:03 | 0:37:06 | |
He's finished that course already, and we've still got another 12... | 0:37:06 | 0:37:09 | |
-12 minutes. -..12 minutes to go. -So, realistically, if he ate it that quick... | 0:37:09 | 0:37:13 | |
Well, let's see how long the whole service takes. OK. | 0:37:13 | 0:37:16 | |
Here we have the pea puree. | 0:37:16 | 0:37:18 | |
Truffle sauce and asparagus. | 0:37:18 | 0:37:19 | |
Very nice. | 0:37:19 | 0:37:21 | |
-It is lovely, enjoy. -Thank you. | 0:37:21 | 0:37:23 | |
But for all the poached lobster and seared scallops, | 0:37:23 | 0:37:26 | |
the chefs know it's not just about taste. | 0:37:26 | 0:37:28 | |
Let's face it, flying on long haul can be a little bit boring | 0:37:28 | 0:37:32 | |
when you're sitting there, you know, when you get your food, | 0:37:32 | 0:37:34 | |
it's one of the only things you've really got to concentrate on, | 0:37:34 | 0:37:37 | |
so actually people can be very... | 0:37:37 | 0:37:41 | |
they've got the time to be quite critical. | 0:37:41 | 0:37:43 | |
The braised pork cheek, the pork belly, the heritage carrots. | 0:37:43 | 0:37:47 | |
Where's our specs? | 0:37:47 | 0:37:49 | |
I don't think we've got enough sauce in it. | 0:37:49 | 0:37:51 | |
-Yeah. -Yeah? | 0:37:51 | 0:37:53 | |
Our customers, especially in first, are very detail driven, | 0:37:53 | 0:37:57 | |
they will notice every single detail, | 0:37:57 | 0:37:58 | |
there will be some pressure on the day to make sure it's perfect. | 0:37:58 | 0:38:01 | |
So it looks good apart from, it needs a bit more sauce than that. | 0:38:01 | 0:38:04 | |
We'll check the spec, so probably when you get it on board it'll have more sauce than that. | 0:38:04 | 0:38:07 | |
With safety and medical training done, now the new recruits | 0:38:12 | 0:38:16 | |
must learn what it is to be the face of the airline. | 0:38:16 | 0:38:18 | |
Oh, no. I have bought a spare pair. | 0:38:20 | 0:38:23 | |
Yeah. Down on your ankle. | 0:38:23 | 0:38:25 | |
Already. Oh, my God. | 0:38:25 | 0:38:28 | |
During customer service training they're required to meet | 0:38:28 | 0:38:31 | |
uniform standards at all times. | 0:38:31 | 0:38:34 | |
-Nothing's moving that today. -Lovely. Thank you very much. | 0:38:34 | 0:38:37 | |
Ladies and gentlemen, are we happy to begin? | 0:38:37 | 0:38:41 | |
If you've got a handbag on one shoulder | 0:38:41 | 0:38:42 | |
and then your bag on the other shoulder, | 0:38:42 | 0:38:44 | |
you're all going to be ruffled and your shoulder pads are going to come up. | 0:38:44 | 0:38:47 | |
-Sorry. -That's all right. | 0:38:47 | 0:38:49 | |
Patrick. Beware your scarf. | 0:38:49 | 0:38:50 | |
Yeah, put it round, and it just fell down now. | 0:38:50 | 0:38:53 | |
Somebody said something in the canteen as well, I was like it's my first day, don't worry, | 0:38:53 | 0:38:57 | |
I'm going to get told now how to put it on. | 0:38:57 | 0:38:59 | |
LAUGHTER | 0:38:59 | 0:39:00 | |
Are we all happy? Good morning. | 0:39:00 | 0:39:02 | |
Constant self scrutiny is demanded of all BA cabin crew. | 0:39:02 | 0:39:07 | |
The new recruits are shown their imperfections... | 0:39:07 | 0:39:10 | |
Step forwards. | 0:39:10 | 0:39:11 | |
..with the help of some special mirrors. | 0:39:11 | 0:39:14 | |
Are you looking the part? | 0:39:14 | 0:39:16 | |
The magic mirrors, they are mirrors essentially | 0:39:16 | 0:39:18 | |
but when you approach the mirror you will see a member of our staff | 0:39:18 | 0:39:22 | |
wearing the uniform to the correct standard, and it's | 0:39:22 | 0:39:24 | |
something that the delegates can model themselves against. | 0:39:24 | 0:39:27 | |
You're looking very baggy at the front there. | 0:39:27 | 0:39:29 | |
I would perhaps suggest that some are a little bit | 0:39:29 | 0:39:32 | |
overwhelmed by how much their uniform is going to be | 0:39:32 | 0:39:36 | |
looked at at every single step of the journey, but, you know, | 0:39:36 | 0:39:38 | |
there's no room for ambiguity and they're all well informed. | 0:39:38 | 0:39:41 | |
It could be nine o'clock in the morning, four o'clock | 0:39:41 | 0:39:44 | |
in the afternoon, your hair and make-up must look immaculate. | 0:39:44 | 0:39:47 | |
This is an amnesty day and we won't snapshot you today but if the | 0:39:47 | 0:39:51 | |
behaviour continues then obviously from here on in it's a snapshot. | 0:39:51 | 0:39:55 | |
If the recruits stray from the required uniform standards | 0:39:55 | 0:39:59 | |
they could be off the course. | 0:39:59 | 0:40:01 | |
The trainers must reinforce just how critical it is to meet | 0:40:01 | 0:40:05 | |
expectations, especially when it comes to premier customers. | 0:40:05 | 0:40:09 | |
Everybody's got aircraft made by Boeing or Airbus, | 0:40:09 | 0:40:12 | |
we all fly to the same destinations and we've all got flatbeds, | 0:40:12 | 0:40:15 | |
so what can we do to stand out? | 0:40:15 | 0:40:17 | |
-The service. -The service, and that all comes down to you guys. | 0:40:17 | 0:40:20 | |
Now, let's talk money. | 0:40:20 | 0:40:22 | |
So, say we're going to Los Angeles, that's | 0:40:22 | 0:40:25 | |
a ten-and-a-half hour flight, | 0:40:25 | 0:40:27 | |
how much do you think a Club World ticket is? | 0:40:27 | 0:40:30 | |
-Five... -Four... | 0:40:30 | 0:40:32 | |
For a fully flexible... | 0:40:32 | 0:40:33 | |
GASPS | 0:40:35 | 0:40:36 | |
..nine-and-a-half thousand. | 0:40:36 | 0:40:38 | |
John just hit the nail on the head. | 0:40:39 | 0:40:40 | |
What did you just say, John? | 0:40:40 | 0:40:42 | |
You want your money's worth. | 0:40:42 | 0:40:44 | |
Exactly. | 0:40:44 | 0:40:45 | |
With a smile, in the premium way. | 0:40:45 | 0:40:47 | |
You're going to be expecting the very best. | 0:40:47 | 0:40:50 | |
£9,500 return to LA for ten-and-a-half hours, for me | 0:40:50 | 0:40:54 | |
it's like the other half live. | 0:40:54 | 0:40:55 | |
That's nearly my entire year's wages. | 0:40:55 | 0:40:58 | |
It's just so crazy, | 0:40:58 | 0:40:59 | |
I can't believe someone paying that much, like, it makes me feel really | 0:40:59 | 0:41:02 | |
worried, I'm actually really worried. | 0:41:02 | 0:41:05 | |
Like, I'm actually scared... Like, how... | 0:41:05 | 0:41:07 | |
They must expect so much if they're paying nine grand for a flight. | 0:41:09 | 0:41:14 | |
Like, that's just crazy, isn't it? | 0:41:16 | 0:41:18 | |
At Heathrow, there are no free tickets to fly, | 0:41:18 | 0:41:21 | |
although in engineering they do sometimes find the odd stowaway. | 0:41:21 | 0:41:25 | |
We did have an incident where somebody had tried to | 0:41:26 | 0:41:29 | |
stowaway on board the aeroplane. | 0:41:29 | 0:41:31 | |
But fortunately he didn't realise it was coming over here and, of course, | 0:41:31 | 0:41:34 | |
when we opened the undercarriage door to do a check he fell out. | 0:41:34 | 0:41:37 | |
What would have happened if he, if he'd flown? | 0:41:37 | 0:41:40 | |
He would have died. It's minus 56 or more, plus you haven't got any | 0:41:40 | 0:41:46 | |
oxygen in there, so you will die. | 0:41:46 | 0:41:48 | |
I think we need to ask them to come and re-hoover this bit of the carpet. | 0:41:48 | 0:41:52 | |
-OK. -So if we just raise that one as a generic for the whole cabin | 0:41:52 | 0:41:55 | |
-then we know that they'll sweep through. -Yep. | 0:41:55 | 0:41:57 | |
I'll just check those outboard bins. | 0:41:57 | 0:41:59 | |
It's the night before the A380's inaugural flight to Los Angeles | 0:41:59 | 0:42:03 | |
and for detail obsessed Catherine it's time for another check. | 0:42:03 | 0:42:07 | |
We're just really making sure that the finish is exactly as it | 0:42:09 | 0:42:12 | |
was on delivery. | 0:42:12 | 0:42:13 | |
Was there anything picked up on this one at all? | 0:42:13 | 0:42:16 | |
Yes, so there was some scratch marks on the suitor door which you | 0:42:16 | 0:42:18 | |
-just passed. -Perfect. | 0:42:18 | 0:42:20 | |
Our job is just to make sure she's looking tiptop condition. | 0:42:20 | 0:42:23 | |
You might damage it on the way in from say LA before the next | 0:42:23 | 0:42:26 | |
person that gets in your suite on the next flight would never know. | 0:42:26 | 0:42:29 | |
That's our aim going forwards. | 0:42:29 | 0:42:32 | |
Whether in the first class cabin, or in economy, | 0:42:32 | 0:42:35 | |
the airline needs the A380 to be a success. | 0:42:35 | 0:42:39 | |
With Heathrow slots full, they can't put on any more flights. | 0:42:39 | 0:42:44 | |
The only way to increase passenger numbers is to have bigger planes. | 0:42:44 | 0:42:48 | |
Is that right? | 0:42:53 | 0:42:55 | |
Cos I'd have it slightly higher. | 0:42:55 | 0:42:57 | |
So should I put mine higher? | 0:42:57 | 0:42:59 | |
The end of training is in sight for the new recruits. | 0:42:59 | 0:43:02 | |
Nerves are on edge, especially for those with snapshots. | 0:43:02 | 0:43:06 | |
If a trainee accumulates four, it means they're off the course. | 0:43:06 | 0:43:11 | |
Patrick, you obviously need to get him in before we start the next section. | 0:43:11 | 0:43:15 | |
Susan, do you mind staying in the room as a witness? | 0:43:15 | 0:43:17 | |
-No, of course I will. -OK. -Hi, Patrick, take a seat. | 0:43:17 | 0:43:20 | |
Patrick has landed his third snapshot for not remembering | 0:43:20 | 0:43:23 | |
the seat configurations on the long haul aircraft. | 0:43:23 | 0:43:26 | |
Seat lettering across a row of World Traveller seats. | 0:43:26 | 0:43:29 | |
It's 3-4-3, and you've put 2-4-2, and then there's one more. | 0:43:29 | 0:43:34 | |
-You got that door wrong, you've got them inboard not outboard. -Right. -All right? -Right, OK. | 0:43:34 | 0:43:39 | |
Well, it's not OK, but I don't know what I can do, not a lot I can do about it. | 0:43:39 | 0:43:43 | |
Cos I do know, I do know the 747 technical, | 0:43:43 | 0:43:46 | |
and I do know the 777 technical. | 0:43:46 | 0:43:48 | |
-Right, but you know what's coming next. -I do, yes. | 0:43:48 | 0:43:50 | |
The snapshot I'm going to be delivering to you is going to | 0:43:50 | 0:43:52 | |
be a third snapshot, which results in a written warning. | 0:43:52 | 0:43:55 | |
-We can't afford to get another snapshot now. -No, I can't. | 0:43:55 | 0:43:58 | |
-Cos that would be four snapshots, and you know the limit is four. -Yeah. | 0:43:58 | 0:44:01 | |
I just want to stress the importance to you. Our expectations are that you don't get any more snapshots. | 0:44:01 | 0:44:06 | |
It is very, very strict, I didn't expect it to be so strict, | 0:44:08 | 0:44:11 | |
but if I get another snapshot then that would be pretty much it. | 0:44:11 | 0:44:14 | |
Then that means I've got nothing, I don't even want to think | 0:44:14 | 0:44:17 | |
about that, cos I've not got no job, I give up my job to be here, I've | 0:44:17 | 0:44:21 | |
saved up like literally thousands of pounds to be here so if, if that | 0:44:21 | 0:44:25 | |
ever happened, touch wood it never would, I don't even know what I'd do. | 0:44:25 | 0:44:28 | |
# ..if you don't reply... # | 0:44:32 | 0:44:34 | |
At Heathrow Terminal 5, the crew are arriving for | 0:44:34 | 0:44:37 | |
the inaugural long haul A380 flight to LA. | 0:44:37 | 0:44:41 | |
# ..reply to me only | 0:44:42 | 0:44:43 | |
# Give it up | 0:44:43 | 0:44:45 | |
# Give it up... # | 0:44:45 | 0:44:47 | |
And for the big send off to Hollywood, the airline has | 0:44:47 | 0:44:49 | |
booked Melanie C and X Factor winner Matt Cardle. | 0:44:49 | 0:44:53 | |
# It's not enough | 0:44:53 | 0:44:56 | |
# For this heart. # | 0:44:56 | 0:44:58 | |
For all staff, the first port of call is the crew report centre. | 0:44:59 | 0:45:02 | |
For the first flight on the highly competitive LA route | 0:45:04 | 0:45:07 | |
some of the company's most important customers are on board. | 0:45:07 | 0:45:11 | |
The pressure's on to deliver a seamless service, especially if, | 0:45:11 | 0:45:15 | |
like Sarah, you're serving the new tasting menu. | 0:45:15 | 0:45:18 | |
I'm actually really nervous. | 0:45:20 | 0:45:21 | |
Honestly, I haven't slept, I've slept two hours, it's | 0:45:21 | 0:45:24 | |
a bit of disbelief, because it's all happening now. | 0:45:24 | 0:45:27 | |
So, I'm actually here in the CRC, and it's even more nerve-racking | 0:45:27 | 0:45:30 | |
because you see everyone that you're going to be flying with. | 0:45:30 | 0:45:33 | |
-Are you confident? -Yeah, I'm as confident as you can be. | 0:45:33 | 0:45:35 | |
There's time for a pep talk from customer service manager, | 0:45:35 | 0:45:38 | |
Rob Nicholl. | 0:45:38 | 0:45:40 | |
Do you know what, gang, I'm going to sit down. | 0:45:40 | 0:45:42 | |
It's an incredibly high profile flight today, | 0:45:42 | 0:45:45 | |
quite genuinely, you know, the world is watching, our competitors | 0:45:45 | 0:45:48 | |
are watching, so, do you know what, the pressure is on, I won't lie, | 0:45:48 | 0:45:52 | |
but you're all sat here for a reason. | 0:45:52 | 0:45:55 | |
Personally, as your manager on the day, | 0:45:55 | 0:45:57 | |
I've got 100% faith in each and every one of you. It is just | 0:45:57 | 0:46:02 | |
an aeroplane, yeah? A galley's a galley, a teapot's a teapot, door's a door, | 0:46:02 | 0:46:06 | |
it's just a wee bit bigger this one, and can we all just contract | 0:46:06 | 0:46:09 | |
with each other now that we're going to look after each other, yeah? | 0:46:09 | 0:46:12 | |
..do number three, if you're happy? | 0:46:13 | 0:46:16 | |
As the plane goes through its final checks... | 0:46:17 | 0:46:19 | |
I'm Frank van der Post. | 0:46:19 | 0:46:21 | |
..meeting and greeting its first passengers is Frank van der Post. | 0:46:21 | 0:46:25 | |
Yeah, it's a quick trip for me! | 0:46:26 | 0:46:28 | |
Exciting moment, isn't it? | 0:46:28 | 0:46:30 | |
It's quite special. | 0:46:30 | 0:46:31 | |
We're going through this door, right, yeah. | 0:46:34 | 0:46:38 | |
If you want to just head straight across and turn right, OK? | 0:46:38 | 0:46:42 | |
While business class tickets will cost in the thousands of pounds, | 0:46:42 | 0:46:45 | |
economy will cost several hundred, but come with a little less space. | 0:46:45 | 0:46:49 | |
-Let's go. -Let's go. | 0:46:56 | 0:46:58 | |
Six years after it was first ordered, | 0:46:58 | 0:47:01 | |
the airline's A380 is finally on its way to Hollywood. | 0:47:01 | 0:47:05 | |
So, on this session we're going to have a look at how do | 0:47:11 | 0:47:14 | |
we manage challenging situations. | 0:47:14 | 0:47:17 | |
It's the afternoon session for the cabin crew recruits. | 0:47:17 | 0:47:21 | |
The focus is on customer service. | 0:47:21 | 0:47:23 | |
HE SNORES LOUDLY | 0:47:23 | 0:47:25 | |
-Sir. -Sir. -Sir. | 0:47:25 | 0:47:27 | |
For trainer Si there's a chance to show off his dramatic skills | 0:47:27 | 0:47:31 | |
with some role plays on how to handle difficult situations. | 0:47:31 | 0:47:34 | |
Alice has to cope with an obese passenger who can't do up his belt. | 0:47:34 | 0:47:40 | |
Can I just ask you all to fasten your seat belts, please? | 0:47:41 | 0:47:44 | |
-Mine doesn't fit. -Right, OK. | 0:47:44 | 0:47:47 | |
-I'll go and get you an extension seat belt, we can attach. -Oh, no, no. | 0:47:47 | 0:47:51 | |
OK, we do need to make sure your seat belts are fastened. | 0:47:51 | 0:47:54 | |
Have you got a blanket or something I can put over the top of it, then? | 0:47:54 | 0:47:57 | |
I'm afraid we need to make sure that seat belts are visible at all times. | 0:47:57 | 0:48:00 | |
-What did she say? -Need to be visible at all times. | 0:48:00 | 0:48:02 | |
Need to be visible at all times, and again it's that assertive | 0:48:02 | 0:48:05 | |
behaviour that we want to see when you are challenged by a customer, we | 0:48:05 | 0:48:08 | |
want to see you actually doing things like that, really well done, Alice. | 0:48:08 | 0:48:12 | |
Jodie is tasked with communicating with a French woman. | 0:48:13 | 0:48:17 | |
Excuse me? | 0:48:17 | 0:48:18 | |
Bonjour. | 0:48:18 | 0:48:19 | |
Bonjour. Would you be able to, er.. | 0:48:19 | 0:48:23 | |
Je ne comprends pas l'anglais. | 0:48:23 | 0:48:25 | |
(That's why I tried as well.) | 0:48:25 | 0:48:27 | |
SHE SPEAKS ODDLY | 0:48:27 | 0:48:29 | |
LAUGHTER | 0:48:29 | 0:48:30 | |
What is she speaking? | 0:48:31 | 0:48:32 | |
If you don't speak the language, please don't try to think | 0:48:32 | 0:48:36 | |
that you sound French. | 0:48:36 | 0:48:37 | |
Think how you would feel. First and foremost you, you'd be a little bit insulted. | 0:48:37 | 0:48:41 | |
Please don't try to do it with another accent. | 0:48:41 | 0:48:44 | |
Mr Dalton, here's your seat, OK. | 0:48:44 | 0:48:45 | |
So you're just right on the edge. | 0:48:45 | 0:48:47 | |
Already on two snapshots, | 0:48:47 | 0:48:49 | |
Jodie is struggling with the role play scenarios. | 0:48:49 | 0:48:51 | |
Where's your trolley? | 0:48:53 | 0:48:54 | |
Hello, sir, can I get you something to drink? | 0:48:57 | 0:48:59 | |
-Yeah, I'll have a red wine, please. -Red wine. | 0:48:59 | 0:49:01 | |
Just to inform you, this customer is visually impaired. | 0:49:01 | 0:49:04 | |
Remember that booklet we gave you on day one, | 0:49:04 | 0:49:06 | |
it tells you how to talk to our customers who are visually impaired, | 0:49:06 | 0:49:09 | |
describing where you're placing things on the tray table. | 0:49:09 | 0:49:12 | |
Imagine a clock, so talk about | 0:49:12 | 0:49:13 | |
you're going to place it in the six o'clock position. | 0:49:13 | 0:49:15 | |
I'm going to put... | 0:49:16 | 0:49:18 | |
I'm going to place your wine... | 0:49:18 | 0:49:20 | |
(..in the nine o'clock position, I'm sorry.) | 0:49:22 | 0:49:24 | |
-OK? -Yeah. -Sure? | 0:49:24 | 0:49:26 | |
Lovely, thank you. | 0:49:26 | 0:49:28 | |
-Enjoy. -Thank you. | 0:49:28 | 0:49:29 | |
With the instructors watching closely, | 0:49:29 | 0:49:33 | |
the pressure is on for the tea service. | 0:49:33 | 0:49:35 | |
Here's your cup of tea, sir, | 0:49:38 | 0:49:39 | |
would you like any sugar or sweetener in it? | 0:49:39 | 0:49:42 | |
Sure. | 0:49:42 | 0:49:43 | |
Explain where you've put it, so think about it, | 0:49:43 | 0:49:47 | |
the clock face, in the 12 o'clock position. | 0:49:47 | 0:49:49 | |
Your teapot's in the 12 o'clock pos... Why are you laughing? | 0:49:49 | 0:49:53 | |
Sorry, that's my fault, sorry. | 0:49:54 | 0:49:56 | |
Jodie, just to let you know, if I could get through. | 0:50:01 | 0:50:04 | |
The cup of tea is in the 12 o'clock position for you, OK? | 0:50:04 | 0:50:06 | |
And you've got a little chocolate just left of it, OK? | 0:50:06 | 0:50:09 | |
Jodie, I'm just going to finish off the coffee service, | 0:50:09 | 0:50:11 | |
so I just need to squeeze past, thank you. | 0:50:11 | 0:50:14 | |
Would you like another coffee? | 0:50:14 | 0:50:16 | |
It's all about team work, communicate. | 0:50:26 | 0:50:29 | |
And this is for everybody, OK, it's really important to read that | 0:50:29 | 0:50:33 | |
booklet I gave you on additional needs customers. | 0:50:33 | 0:50:36 | |
Were you trying not to laugh? Oh, that's good, then. | 0:50:36 | 0:50:39 | |
But he thinks I was crying, so that's even better. | 0:50:39 | 0:50:41 | |
He was like Jodie, Jodie, don't get upset. | 0:50:41 | 0:50:44 | |
Jodie's performance lands her her third snapshot. | 0:50:46 | 0:50:50 | |
Basically, I couldn't take the fact that my friends were acting... | 0:50:50 | 0:50:56 | |
..differently, I don't know, it just made me laugh. | 0:50:58 | 0:51:00 | |
So I didn't stay focused. When I was serving them, | 0:51:00 | 0:51:03 | |
I found it slightly funny, but, you know, I just wish that I'd | 0:51:03 | 0:51:07 | |
stayed focus cos at the end of the day they weren't being assessed, | 0:51:07 | 0:51:10 | |
I was, so I just accepted the snapshot and just said I'm sorry. | 0:51:10 | 0:51:14 | |
So are you worried? | 0:51:14 | 0:51:16 | |
Yeah, of course, really worried, like. | 0:51:16 | 0:51:19 | |
Imagine now I have a ladder in my tights or I've got a little | 0:51:19 | 0:51:21 | |
bit of hair sticking out, that's a snapshot, | 0:51:21 | 0:51:24 | |
so it could be something so small | 0:51:24 | 0:51:26 | |
that could get me kicked off the course, I've just got to, I've | 0:51:26 | 0:51:29 | |
got to watch my back like 24/7 cos any little thing could jeopardise | 0:51:29 | 0:51:34 | |
all this hard work and, you know, | 0:51:34 | 0:51:36 | |
all these sleepless nights, you know. | 0:51:36 | 0:51:40 | |
It's a few hours in to the A380's inaugural flight | 0:51:50 | 0:51:54 | |
and the moment of truth for Sarah and her new first class menu. | 0:51:54 | 0:51:57 | |
Seared scallops with pea puree, asparagus and truffle sauce, OK? | 0:52:00 | 0:52:04 | |
You're welcome. | 0:52:04 | 0:52:06 | |
Regular first class traveller | 0:52:06 | 0:52:07 | |
Dr Peter Walker takes 300 flights a year. | 0:52:07 | 0:52:11 | |
For him and his guest, expectations run high. | 0:52:11 | 0:52:15 | |
Yeah, it's certainly one of the most sophisticated British Airways | 0:52:15 | 0:52:19 | |
menus I've seen served. | 0:52:19 | 0:52:20 | |
Ambitious, as you say, always nice to try new things. | 0:52:20 | 0:52:23 | |
It's also a heck of a lot of food here, three, four starters, | 0:52:23 | 0:52:27 | |
the sustainability sourced Severn and Wye cod, which | 0:52:27 | 0:52:31 | |
I still don't understand, because cod is an Atlantic fish. | 0:52:31 | 0:52:34 | |
Then you have this whole light bites, very, very ambitious. | 0:52:34 | 0:52:39 | |
Exciting new plane, exciting new first class... | 0:52:39 | 0:52:42 | |
proposition - they've had to push the boat out, and let's see how, | 0:52:42 | 0:52:45 | |
see how they deliver. | 0:52:45 | 0:52:48 | |
To start with they've opted for the souffle and the brioche. | 0:52:48 | 0:52:51 | |
I'm doing the brioche and the souffle. | 0:52:52 | 0:52:55 | |
Yeah, I'll plate that up for you. | 0:52:55 | 0:52:56 | |
-But will the reheated food deliver? -At last. | 0:52:56 | 0:53:00 | |
I'd like to apologise. | 0:53:00 | 0:53:01 | |
I'll have to try a bit, do you mind? | 0:53:01 | 0:53:03 | |
Of course you will. | 0:53:03 | 0:53:04 | |
It would be overly optimistic to think that they could deliver a souffle. | 0:53:09 | 0:53:12 | |
If I had to put that into a word, I'd say it's a disaster. | 0:53:12 | 0:53:15 | |
The only thing I can taste in that are the little seeds. | 0:53:15 | 0:53:18 | |
Whatever that seed is in it, it's overbearing. | 0:53:18 | 0:53:21 | |
Gruyere cheese with wholegrain mustard souffle with | 0:53:21 | 0:53:24 | |
autumn vegetable salad. | 0:53:24 | 0:53:26 | |
You have this experience in your mind of what might come | 0:53:26 | 0:53:29 | |
and then you have that. | 0:53:29 | 0:53:31 | |
-Visually, it's disappointing. -How is yours? | 0:53:31 | 0:53:33 | |
The parfait itself delivers a, an acceptable flavour, | 0:53:33 | 0:53:38 | |
it's good, it's light, as a parfait should be, | 0:53:38 | 0:53:41 | |
the brioche is where this is disappointing. | 0:53:41 | 0:53:44 | |
Brioche should be crispy on the outside | 0:53:44 | 0:53:46 | |
and soft on the inside and that's just solid all the way through. | 0:53:46 | 0:53:50 | |
It's like one of those toasts you buy in a French supermarket. | 0:53:50 | 0:53:53 | |
Very disappointing. | 0:53:53 | 0:53:54 | |
Rising to the challenge of first class expectations is never simple. | 0:53:54 | 0:54:00 | |
I don't believe it's over ambitious because it's what our customers | 0:54:00 | 0:54:03 | |
have been asking us for, for a long time, which is why we're doing it. | 0:54:03 | 0:54:07 | |
Um, I think over ambitious, no, um, teething problems, yes. | 0:54:07 | 0:54:13 | |
But Frank is staying positive. | 0:54:13 | 0:54:16 | |
It's very well cooked, nice and moist, so far so good. | 0:54:17 | 0:54:21 | |
The second meal serve is coming. | 0:54:21 | 0:54:23 | |
LAUGHTER | 0:54:23 | 0:54:24 | |
All sleepy now, | 0:54:24 | 0:54:26 | |
who knows, they wake up cranky, I don't know. | 0:54:26 | 0:54:28 | |
Back at Cranebank, there's some bad news. | 0:54:30 | 0:54:33 | |
One of the recruits has been given their fourth and final snapshot. | 0:54:34 | 0:54:39 | |
Guys, welcome back from lunch. As you probably notice, there's | 0:54:43 | 0:54:47 | |
one team member missing. Patrick unfortunately won't join, | 0:54:47 | 0:54:53 | |
won't be joining us for the remainder of this course. | 0:54:53 | 0:54:56 | |
Um, now I know it's not, it's a very difficult piece of information | 0:54:57 | 0:55:01 | |
for you to digest now but we had to make that decision. | 0:55:01 | 0:55:06 | |
We're here, of course, to support you so we will respect and wait for | 0:55:07 | 0:55:13 | |
you and how much time you need. | 0:55:13 | 0:55:15 | |
Would you all like a moment? | 0:55:15 | 0:55:17 | |
OK. So we'll be here, so do, do come back. | 0:55:18 | 0:55:22 | |
You think it's always a possibility | 0:55:26 | 0:55:28 | |
but you never think it will actually happen. | 0:55:28 | 0:55:30 | |
He was such a big character so, um, people have been really sad, | 0:55:30 | 0:55:34 | |
and a bit puzzled. | 0:55:34 | 0:55:35 | |
It is quite hard cos you don't really want to see | 0:55:35 | 0:55:38 | |
anybody off the course, but this is the process and this is what | 0:55:38 | 0:55:42 | |
we do at British Airways, this is the way that we do it. | 0:55:42 | 0:55:44 | |
-Do they get a chance to say goodbye? -No. | 0:55:44 | 0:55:47 | |
They don't, they don't get the chance to say goodbye to | 0:55:47 | 0:55:50 | |
any of their colleagues on the course, so, um, a trainer would | 0:55:50 | 0:55:55 | |
go in and collect the belongings of the delegate that's been terminated. | 0:55:55 | 0:56:00 | |
I'm absolutely gutted. I think it would have been | 0:56:00 | 0:56:02 | |
an asset for British Airways to have Patrick on board. | 0:56:02 | 0:56:04 | |
I knew him to be reliable, I knew him | 0:56:04 | 0:56:06 | |
to be hard working. These things happen, his fourth snapshot was | 0:56:06 | 0:56:10 | |
issued on the basis of being two minutes late to class. | 0:56:10 | 0:56:13 | |
It is almost like being in the military. | 0:56:13 | 0:56:15 | |
The trainer said obviously you can't be late for a flight, you know... | 0:56:15 | 0:56:18 | |
Absolutely, on time performance is key, | 0:56:18 | 0:56:21 | |
but that's why we have airport stand-bys, is it not? | 0:56:21 | 0:56:24 | |
They've already got that mitigation process in place. | 0:56:24 | 0:56:27 | |
And to put so much time and effort as Patrick did. | 0:56:27 | 0:56:30 | |
He gave up a job, it's coming up close to Christmas, relocated. | 0:56:30 | 0:56:35 | |
He'd already waited over a year for a position. To put his all into it | 0:56:35 | 0:56:38 | |
and to have his dream snapped away from him, its just gutting to have | 0:56:38 | 0:56:42 | |
something like that just took away from you over silly little things. | 0:56:42 | 0:56:46 | |
The hiring of a younger, cheaper cabin crew to serve its new fleet | 0:56:46 | 0:56:50 | |
has been a big strategic success for the company. | 0:56:50 | 0:56:53 | |
With thousands of eager applicants, the airline can afford to be strict. | 0:56:53 | 0:56:57 | |
You are presenting British Airways, | 0:56:58 | 0:57:00 | |
you are an ambassador for British Airways. | 0:57:00 | 0:57:02 | |
Just because you're not in a classroom doesn't mean | 0:57:02 | 0:57:04 | |
somebody isn't seeing you, you don't know who works for British Airways, and who doesn't. | 0:57:04 | 0:57:08 | |
The airline takes its recruitment process very seriously. | 0:57:08 | 0:57:12 | |
Patrick's departure leaves the rest of the trainees in | 0:57:12 | 0:57:15 | |
no doubt of just how much the airline expects from them. | 0:57:15 | 0:57:19 | |
It starts from day one, there is no, "Oh, we'll let you off this time." | 0:57:20 | 0:57:23 | |
You get a snapshot if you're wrong | 0:57:23 | 0:57:25 | |
and then you get out if you've got too many. So, I think the course | 0:57:25 | 0:57:28 | |
is intense to show you this is what you're getting into, a bit | 0:57:28 | 0:57:31 | |
of a heads up rather than being a total shock on your first flight. | 0:57:31 | 0:57:34 | |
Touching down at LAX, this A380 is a sign that, with a new workforce | 0:57:36 | 0:57:41 | |
and a new fleet, BA is growing again. | 0:57:41 | 0:57:45 | |
As it fights for its position in the highly competitive airline | 0:57:45 | 0:57:48 | |
industry, it will find, like Patrick, | 0:57:48 | 0:57:51 | |
there is little room for error. | 0:57:51 | 0:57:53 | |
Next time. | 0:57:56 | 0:57:58 | |
Trouble in New York as the snow hits. | 0:57:58 | 0:58:00 | |
This is our fourth major snow event and it is a little iffy. | 0:58:00 | 0:58:04 | |
Its panda-monium when the airline opens a new route to China. | 0:58:08 | 0:58:12 | |
Currently, the systems are down, we're trying to resolve it. | 0:58:13 | 0:58:16 | |
And on three snapshots... | 0:58:17 | 0:58:19 | |
DOOR OPENS | 0:58:19 | 0:58:20 | |
..will Jodie make it to graduation? | 0:58:22 | 0:58:25 |