0:00:02 > 0:00:05British Airways is one 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
0:00:13 > 0:00:15to fly 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 > 0:00:27Today, 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 > 0:00:35As the airline reaches a turning point, our cameras have been allowed
0:00:35 > 0:00:40unique access to its inner world, from 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 > 0:00:51552 rows back on stand to offload a passenger who's
0:00:51 > 0:00:53having a 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 > 0:01:02..as they work to meet exacting standards.
0:01:04 > 0:01:05Very disappointing.
0:01:05 > 0:01:09In this episode, we'll reveal how they manage their massive
0:01:09 > 0:01:11overseas operations...
0:01:11 > 0:01:14You don't want to be scary to your team but, you know,
0:01:14 > 0:01:15sometimes, you have to be.
0:01:15 > 0:01:18..and brave the weather in New York.
0:01:18 > 0:01:20This is quite severe.
0:01:20 > 0:01:23We're expecting anything up to 10-12 inches of snow.
0:01:23 > 0:01:27For the cabin crew, it's make or break, as they enter the final
0:01:27 > 0:01:28phase of their training.
0:01:28 > 0:01:31Is that the proper way to taste wine, by making that sound?
0:01:31 > 0:01:33SHE SLURPS
0:01:33 > 0:01:37And the airline opens a new route to China.
0:01:37 > 0:01:40HE SPEAKS MANDARIN
0:01:40 > 0:01:42CHEERING
0:01:48 > 0:01:51Saturday afternoon in London's Chinatown.
0:01:52 > 0:01:55The airline's trying something different.
0:01:57 > 0:02:01There you go - sweet taste of success.
0:02:01 > 0:02:02Fortune cookies.
0:02:02 > 0:02:05We have to be quite selective with the cookies
0:02:05 > 0:02:09because we've only got a limited number, so ideally, we'd rather give
0:02:09 > 0:02:13them to people who live and work in the UK as opposed to tourists.
0:02:13 > 0:02:17They're not trying to muscle in on crispy duck and takeaways.
0:02:17 > 0:02:19- Do you speak Mandarin?- Yes.
0:02:19 > 0:02:23They're here to lure new staff to crew a new route to China.
0:02:23 > 0:02:25And we are recruiting Mandarin-speaking cabin crew
0:02:25 > 0:02:28for our new route to Chengdu in China starting in September.
0:02:28 > 0:02:31Have you ever thought of becoming cabin crew?
0:02:31 > 0:02:34- No.- No? Can you teach me any more Mandarin?
0:02:34 > 0:02:38Yes, of course! I learn you, OK? Also, teach small kids...
0:02:38 > 0:02:41- OK.- ..for speak some Mandarin. I is teacher.- Perfect.
0:02:42 > 0:02:45- And tell your daughter to get in touch soon.- OK. Definitely.
0:02:45 > 0:02:48- Thank you, ladies. Bye. - Thank you. Bye-bye.
0:02:48 > 0:02:50Emerging from a difficult decade,
0:02:50 > 0:02:52the airline's looking to the future.
0:02:52 > 0:02:54And does any of your family speak Mandarin?
0:02:54 > 0:02:56And for any business that wants to expand,
0:02:56 > 0:03:00China is the fastest-growing market in the world.
0:03:07 > 0:03:11There are now more than a million millionaires in China,
0:03:11 > 0:03:14the highest concentration outside of America.
0:03:15 > 0:03:17For an airline looking to fill its First
0:03:17 > 0:03:20and Business Class cabins, it's a potential bonanza.
0:03:23 > 0:03:26Already flying to Beijing, Hong Kong and Shanghai,
0:03:26 > 0:03:30the company's chosen Chengdu as its fourth destination in China.
0:03:37 > 0:03:41At Chengdu Shuangliu Airport, 42-year-old Wyman Kan
0:03:41 > 0:03:43is in charge of flying the flag for the new operation.
0:03:45 > 0:03:48Looks very nice. Looks very stylish.
0:03:49 > 0:03:50All spelt OK?
0:03:50 > 0:03:55Yes, it's spelt OK. The fonts are OK, the wording's OK. Very nice.
0:03:55 > 0:03:58A Hong Kong native but educated in Essex,
0:03:58 > 0:04:02Wyman is one of the airline's most experienced airport managers.
0:04:02 > 0:04:05As you can see, we're testing the fit screens as well.
0:04:05 > 0:04:08BA88 is being displayed -
0:04:08 > 0:04:14BA88 being the flight from Chengdu to London, and 88 is an auspicious
0:04:14 > 0:04:18number in the Chinese numbering system. It signifies wealth,
0:04:18 > 0:04:24so hopefully, prosperity for British Airways and for our customers.
0:04:26 > 0:04:29Wyman has a challenge on his hands.
0:04:31 > 0:04:33In the race to compete in the Chinese market,
0:04:33 > 0:04:35the company is behind.
0:04:37 > 0:04:41Lufthansa and Air France have three times the amount of seats
0:04:41 > 0:04:47flying to mainland China. Even Finnair has more capacity than BA.
0:04:49 > 0:04:50All our contractors,
0:04:50 > 0:04:54it'll be the first time they see the aircraft and service
0:04:54 > 0:04:59the aircraft, so things will probably be much more slower than normal.
0:05:00 > 0:05:04With the opening of the Chengdu route just weeks away,
0:05:04 > 0:05:06he urgently needs to cut through the red tape.
0:05:15 > 0:05:16OK.
0:05:16 > 0:05:20Doing business in Hong Kong is much more straightforward
0:05:20 > 0:05:25than in Chengdu. They don't tend to think out the box as we would
0:05:25 > 0:05:30do in Hong Kong, so sometimes, yes is spelt N-O!
0:05:33 > 0:05:36Everything the airline does in the airport, from cleaning to
0:05:36 > 0:05:41catering, from check-in to baggage, is Wyman's responsibility.
0:05:42 > 0:05:46With his deputy, Benny Wong, he must also check the lounges are
0:05:46 > 0:05:50up to the expectations of the airline's most particular passengers.
0:05:51 > 0:05:54And he's worried that this one is not up to scratch.
0:06:06 > 0:06:11And some of the food on display may challenge Western palates.
0:06:11 > 0:06:16We will be sprucing up the food-offering.
0:06:16 > 0:06:20At the moment, it's all very local. They have duck's tongue.
0:06:22 > 0:06:25While the airline is looking to the future with Chengdu...
0:06:27 > 0:06:33..no destination represents its past and present as keenly as New York.
0:06:36 > 0:06:40The airline's been ferrying high-fliers to the Big Apple
0:06:40 > 0:06:42since the '50s.
0:06:42 > 0:06:44You'll meet people rather like yourself.
0:06:44 > 0:06:46Most of them are men with an interesting job to do, and most of
0:06:46 > 0:06:50them are approaching the top of the tree. Useful people to get to know!
0:06:50 > 0:06:55Today, New York retains the highest concentration of billionaires
0:06:55 > 0:06:59in the world, and with London not short of super-rich, either,
0:06:59 > 0:07:01the airline's route across the Atlantic,
0:07:01 > 0:07:04known as the Blue Ribbon, is its biggest money-spinner.
0:07:04 > 0:07:09You see, it's too short, so I'll be re-tying that.
0:07:09 > 0:07:13The company's top man at New York's JFK Airport is Alan Eley.
0:07:13 > 0:07:16He has his own distinctive sense of style.
0:07:16 > 0:07:22Pink is an iconic part of an Alan outfit. The purple's nice.
0:07:22 > 0:07:24Little dotty goes a long way.
0:07:24 > 0:07:27I absolutely think it's vital to bring a little
0:07:27 > 0:07:30colour into the world. When I go in my wardrobe
0:07:30 > 0:07:33or closet, as we say over here in the States, usually, there's
0:07:33 > 0:07:36something black, there's something blue or there's something grey.
0:07:36 > 0:07:39I bring the colour into the world with my personality
0:07:39 > 0:07:42and then I add a tie for good measure.
0:07:42 > 0:07:44Alan started as cabin crew and worked his way up
0:07:44 > 0:07:48through the ranks in the company over 23 years.
0:07:48 > 0:07:52I know that boys dream of being pilots. I always wanted to be
0:07:52 > 0:07:55a flight attendant or a cabin crew, as we call it in England.
0:07:55 > 0:07:59I always wanted to be the person interacting with the people
0:07:59 > 0:08:02that are going on holiday because those people are always so happy.
0:08:06 > 0:08:09I think I have quite a critical eye
0:08:09 > 0:08:13and I ask all of my staff to walk around with a critical eye.
0:08:13 > 0:08:16We have to be looking at everything that the customer's
0:08:16 > 0:08:18going to see and experience, and also everything that our staff
0:08:18 > 0:08:21are going to experience when they're in their work environment.
0:08:23 > 0:08:28British Airways Terminal 7 at JFK is special.
0:08:28 > 0:08:32It's the only US terminal run by a non-American airline.
0:08:32 > 0:08:35With the eyes of the business very much on him,
0:08:35 > 0:08:40Alan's managerial style is as fastidious as his suits.
0:08:40 > 0:08:44You'll see me walking along and doing things like this.
0:08:44 > 0:08:46And that is literally to just get the scuffs off the floor
0:08:46 > 0:08:49because when you then step into the environment, it looks nicer.
0:08:49 > 0:08:52You'll see me do that and don't think it's strange!
0:08:53 > 0:08:57I feel like I'm responsible for it
0:08:57 > 0:09:03and if things are not as they should be, I feel personally disappointed.
0:09:04 > 0:09:06Sorry.
0:09:06 > 0:09:08And it's not... They're not coming off, so I have to
0:09:08 > 0:09:12call our maintenance providers and they'll come up and buff the floor.
0:09:13 > 0:09:16Every little detail counts in an operation
0:09:16 > 0:09:18so valuable to the company.
0:09:24 > 0:09:27Alan's pride and joy is the Concorde Room,
0:09:27 > 0:09:30Terminal 7's most exclusive lounge.
0:09:30 > 0:09:32How are you? Good afternoon.
0:09:32 > 0:09:35Entry's reserved for those willing to pay the price of a small car
0:09:35 > 0:09:37to fly First Class.
0:09:37 > 0:09:42A standard one-way fare from New York to London is just
0:09:42 > 0:09:44over 10,000.
0:09:44 > 0:09:47Our customer wants to walk into an area that feels like a sanctuary
0:09:47 > 0:09:49and doesn't feel like an airport.
0:09:54 > 0:09:58We have the whisky bar, we have the vodka bar,
0:09:58 > 0:10:02and then my personal favourite, of course, is the champagne bar.
0:10:02 > 0:10:07If I was coming in here and making my choice, I think tonight,
0:10:07 > 0:10:10I'd be going for the pink champagne - the Laurent-Perrier.
0:10:12 > 0:10:16Of course, we have tenderloin, duck breast, sea bass,
0:10:16 > 0:10:19a vegetarian option, wild mushroom risotto, which is absolutely
0:10:19 > 0:10:21delicious. I had that last week.
0:10:22 > 0:10:27What we ensure is that everything is made with fresh ingredients.
0:10:27 > 0:10:32Customers want something fresh, simple, tasty.
0:10:33 > 0:10:37The only thing missing from the Concorde Room is Concorde.
0:10:39 > 0:10:42If you cast your mind back a couple of decades,
0:10:42 > 0:10:47the glamorous era of flying supersonic Concorde - that would be
0:10:47 > 0:10:49parked right there, so the customers would be looking out onto the
0:10:49 > 0:10:53aircraft, step around the corner and board it directly from the lounge.
0:10:56 > 0:11:00As the supersonic plane was only operated by Air France
0:11:00 > 0:11:03and BA, Concorde offered a competitive advantage.
0:11:05 > 0:11:08Being part of the Concorde fleet generates a real sense
0:11:08 > 0:11:12of enthusiasm amongst the crew. The highest training standards and
0:11:12 > 0:11:16keen competition make them intensely proud of their professionalism.
0:11:18 > 0:11:22It gave the company a huge feeling of superiority which was
0:11:22 > 0:11:26underlined throughout training at the airline's base in Cranebank.
0:11:27 > 0:11:31Maggie, what do you think your main learning point was from that
0:11:31 > 0:11:32session?
0:11:32 > 0:11:36I imagine it's very important to know one's individual role and the
0:11:36 > 0:11:40role of one's colleagues in order to achieve the continuity of service.
0:11:42 > 0:11:45But at the beginning of the new century, the era of supersonic
0:11:45 > 0:11:47travel came to an end.
0:11:48 > 0:11:53Air France had a disastrous crash and 9/11 caused such a decline in
0:11:53 > 0:11:57the airline industry that Concorde became uneconomic to operate.
0:12:03 > 0:12:06But the airline's vision of service is still taught at Cranebank,
0:12:06 > 0:12:07just outside Heathrow.
0:12:09 > 0:12:13These cabin crew recruits are in the fifth week of a six-week course.
0:12:14 > 0:12:17Selected from thousands of hopefuls, they've made it through
0:12:17 > 0:12:20the intensive safety and medical training.
0:12:20 > 0:12:23What I normally do is make sure that I've got the long bit just
0:12:23 > 0:12:25here in my right hand.
0:12:25 > 0:12:29Now they're getting ready for a new test - customer service.
0:12:32 > 0:12:36Alice Kennedy joined because of her love of planes.
0:12:36 > 0:12:40I've always been an absolutely huge plane geek,
0:12:40 > 0:12:43so this has just been always, like, my dream job.
0:12:43 > 0:12:47For Jodie Paris, it was the sense of adventure.
0:12:47 > 0:12:48I want to see the world
0:12:48 > 0:12:51and what a better way to do it working for British Airways?
0:12:52 > 0:12:55But to achieve their dreams, they have to prove that they can
0:12:55 > 0:12:59serve the airline's most lucrative customers in its Business Class,
0:12:59 > 0:13:00known as Club World.
0:13:04 > 0:13:07We do have very important customers in Club World,
0:13:07 > 0:13:12so if a customer asks you for something, just do it straightaway.
0:13:12 > 0:13:14That will go a long way because it shows to them that you
0:13:14 > 0:13:18actually listened and then you care about them and that expectation.
0:13:20 > 0:13:22Earning relatively low wages,
0:13:22 > 0:13:26few of the recruits would normally travel in such comfort.
0:13:26 > 0:13:28I haven't actually flown in Club World,
0:13:28 > 0:13:31but my sister and brother-in-law have and love it.
0:13:31 > 0:13:35When I think Club World, I think premium, I think luxury.
0:13:35 > 0:13:39Like Jodie said, I just think it's... It sounds posh
0:13:39 > 0:13:41and you get a lot more, not just on the plane,
0:13:41 > 0:13:43but obviously before, in the lounges, and things like that.
0:13:43 > 0:13:46But it's vital they learn how to communicate with this
0:13:46 > 0:13:48kind of customer.
0:13:48 > 0:13:50You might find sometimes some resistance from customers
0:13:50 > 0:13:53because they're generally not used to be told
0:13:53 > 0:13:55what to do and then suddenly, they get on board an aeroplane and
0:13:55 > 0:13:59we tell them that they can't smoke, they can't use their mobile phones,
0:13:59 > 0:14:02they need to fasten their seat belt, they need to put the seat upright.
0:14:02 > 0:14:05So it is very important how we gauge that conversation
0:14:05 > 0:14:08and the tone that we use as well.
0:14:11 > 0:14:16As the face of the airline, cabin crew have to meet expectations.
0:14:17 > 0:14:19Discipline is key.
0:14:21 > 0:14:23I'm going to take you upstairs to my office.
0:14:23 > 0:14:25I just need to have a quick chat with you.
0:14:25 > 0:14:27- Yup.- All right? - That's fine.- Follow me.
0:14:27 > 0:14:30During training, any failure to meet standards, from the wrong
0:14:30 > 0:14:32kind of make-up to lateness,
0:14:32 > 0:14:35receives what's called a snapshot warning.
0:14:37 > 0:14:39- I understand your frustration this morning.- Yeah.
0:14:39 > 0:14:43We are well aware that there is an incident on the M25 this
0:14:43 > 0:14:45morning. There was a lorry that was on fire,
0:14:45 > 0:14:49so we have got quite a few people that are running late.
0:14:49 > 0:14:53Because you were late, we are still going to give you a snapshot.
0:14:53 > 0:14:54- Yup. Yeah.- All right?
0:14:54 > 0:14:58Because punctuality is key to British Airways.
0:14:58 > 0:15:01If a recruit accrues four snapshots, they're out.
0:15:06 > 0:15:09Closely under scrutiny is Jodie.
0:15:09 > 0:15:12Yeah, I'm in trouble. I've got three snapshots.
0:15:14 > 0:15:17Having done well in some of the medical training,
0:15:17 > 0:15:19she's finding this part of the course more difficult.
0:15:22 > 0:15:24I've been focused throughout this whole course. Yeah, there has
0:15:24 > 0:15:28been, like, a few tiny hiccups, but not major behaviour problems,
0:15:28 > 0:15:32you know? Like, I'm a good girl. I'm not a bad person.
0:15:32 > 0:15:36With graduation only ten days away, Jodie can't afford to put
0:15:36 > 0:15:38a foot wrong.
0:15:38 > 0:15:41They go into a bit more detail about the quality of the food,
0:15:41 > 0:15:44- so, for example...- Today, trainer Lesline Grant will be introducing
0:15:44 > 0:15:47the trainees to the airline's version of fine dining.
0:15:47 > 0:15:49That affects the quality or the taste of the meat,
0:15:49 > 0:15:50how it's actually going to taste.
0:15:50 > 0:15:53What I'm saying is I'm not expecting you to
0:15:53 > 0:15:55walk down the aisle and have, you know, this is
0:15:55 > 0:15:59your Herefordshire beef. This is not just food. It's Club World food. No!
0:15:59 > 0:16:02But I am expecting you... The expectation is there for you
0:16:02 > 0:16:06to be able to describe that food to our customers effectively.
0:16:06 > 0:16:08Recruits need to know what's on the menu,
0:16:08 > 0:16:11where it's from and how to pronounce it.
0:16:11 > 0:16:12..If it had been hung for one day...
0:16:12 > 0:16:14Brioche is nice.
0:16:14 > 0:16:16- Where?- Brioche. It's like chocolate chips in bread.
0:16:16 > 0:16:17Right, pav...
0:16:17 > 0:16:20Pave - don't try and pronounce it -
0:16:20 > 0:16:23is a chilled, rectangular mousse-based dish.
0:16:23 > 0:16:25It can be served sweet or savoury.
0:16:25 > 0:16:27- So it's not a cheese?- No.
0:16:27 > 0:16:32What is corn-fed chicken organic?
0:16:32 > 0:16:36Basically, it's a chicken that's been fed corn.
0:16:36 > 0:16:37It actually is!
0:16:40 > 0:16:44At the airline, not all training happens in the classroom.
0:16:46 > 0:16:4924-year-old law graduate Tom Cannell is heading to
0:16:49 > 0:16:51a special posting.
0:16:51 > 0:16:54I'm off to the Big Apple for a year - New York.
0:16:54 > 0:16:58Tom's being groomed as the next generation of manager...
0:16:58 > 0:17:01Doesn't really go with this shirt, but hey-ho.
0:17:01 > 0:17:05..and he's on his way to JFK to learn from the best.
0:17:07 > 0:17:09There you go - BA cabin crew!
0:17:09 > 0:17:13The company's massive. They give you every opportunity to succeed.
0:17:13 > 0:17:14I don't know if I'll be the next Willie Walsh,
0:17:14 > 0:17:16but one day, you never know.
0:17:16 > 0:17:19But even graduate trainees sometimes need a little help.
0:17:19 > 0:17:22It's the folding-up that I'm not very good at,
0:17:22 > 0:17:26especially with shirts, so I guess Mum will have to help me.
0:17:26 > 0:17:27Come on, Mother!
0:17:27 > 0:17:31- Need a hand?- Please. Can you fold that up, please?
0:17:31 > 0:17:35You got all your underwear and everything?
0:17:35 > 0:17:38I think the underwear are in the wash
0:17:38 > 0:17:41and Jack's probably nicked a few as well!
0:17:41 > 0:17:42Jack's my brother, by the way.
0:17:47 > 0:17:50On his way to his new job, Tom is flying on one of the company's
0:17:50 > 0:17:54most elite services - London City Airport to JFK.
0:17:56 > 0:17:59It's just saying goodbye. It's never easy, is it?
0:17:59 > 0:18:00It's never easy.
0:18:03 > 0:18:08With Concorde pensioned off to airplane museums, this A318 has
0:18:08 > 0:18:12taken over its flight number and call sign - Speedbird 001.
0:18:15 > 0:18:18It flies at half the speed, but it's as close to a private
0:18:18 > 0:18:22jet as the airline can manage and boasts only 32 seats.
0:18:26 > 0:18:30A return ticket on this flight will cost upwards of £3,000...
0:18:31 > 0:18:35..and that means a rack of lamb to rival Tom's mother's roast.
0:18:36 > 0:18:39For the sort of money these people are paying to just fly
0:18:39 > 0:18:43to New York, it's incredible. It's the sort of money I dream of.
0:18:43 > 0:18:47I went shopping with my parents before I come and I spent
0:18:47 > 0:18:53about £500 or so, and that emptied my bank balance, pretty much.
0:18:55 > 0:18:58Around 25 million passengers arrive at JFK every year.
0:19:00 > 0:19:03Its latest arrival is about to meet his new boss.
0:19:06 > 0:19:08- Good morning, sir. How are you? - Welcome.
0:19:08 > 0:19:11- Nice to see you. Are you well? - Good to see you, Tom. Very well, thank you.
0:19:11 > 0:19:15When the customers come in, the lounges are right here, with the exception of the Concorde Room.
0:19:15 > 0:19:17When we go up, I'll just show you...
0:19:17 > 0:19:19Alan will be taking Tom under his wing as he shows him
0:19:19 > 0:19:21how to run an airport.
0:19:21 > 0:19:25Good morning. Kon'nichiwa. Morning, ladies. Good morning, how are you?
0:19:25 > 0:19:28We'll wait a couple more moments, just in case anybody else is
0:19:28 > 0:19:29going to join, but in the meantime,
0:19:29 > 0:19:33- I would like to introduce Tom Cannell.- Hello.
0:19:33 > 0:19:37Tom's biggest challenge will be working with Alan's 500-strong team.
0:19:37 > 0:19:41Many have several decades' more experience than him.
0:19:41 > 0:19:44So we finally got the approval from the Port Authority to
0:19:44 > 0:19:47replace the two escalators going from the departures
0:19:47 > 0:19:49level down to the arrivals level.
0:19:49 > 0:19:54Don't try and walk onto Jetbridge number 4 because it isn't there.
0:19:54 > 0:19:56The door has to be closed for the Jetbridge to op...
0:19:56 > 0:19:58To be operated. There's no-one that...
0:19:58 > 0:20:01Alan's first lesson for Tom is how to handle
0:20:01 > 0:20:05a roomful of New Yorkers who are not shy with their opinions.
0:20:05 > 0:20:08The First Class and the Business Class baggage,
0:20:08 > 0:20:11I always hear the First Class passengers say, "Oh,
0:20:11 > 0:20:15"I'm expedited through Immigration but now I have to wait for this bag."
0:20:15 > 0:20:18Yes, you're absolutely correct. Those cans that are designated First
0:20:18 > 0:20:21Class should be the first cans off, followed by the Business Class cans.
0:20:21 > 0:20:23We get the brunt of it.
0:20:23 > 0:20:27I was told off royally the other day by a Business Class passenger.
0:20:27 > 0:20:29They think they're standing there too long
0:20:29 > 0:20:32and they do not like it. And running back and forth, First
0:20:32 > 0:20:34and Business Class, trying to get them to come with you,
0:20:34 > 0:20:37and some of them hesitate cos they don't know where you're taking them.
0:20:37 > 0:20:41You know, your point is not only well taken, it is something
0:20:41 > 0:20:46that we are absolutely aware that we need to improve significantly on.
0:20:46 > 0:20:50It takes the right kind of person to have the confidence to be
0:20:50 > 0:20:53able to guide one of those customers around, you know.
0:20:53 > 0:20:58They guide a company with 20,000 employees, and then one of our team
0:20:58 > 0:21:01has to guide them around to an area that they're not familiar with.
0:21:01 > 0:21:03- Thank you.- Thank you. Thanks, guys.
0:21:05 > 0:21:08I've been in the States now for 15 years.
0:21:08 > 0:21:11It doesn't really matter how challenging things are,
0:21:11 > 0:21:14I'm always going to be open and honest. It's my style.
0:21:14 > 0:21:18I think that's what's brought me, taken me, through British Airways
0:21:18 > 0:21:21for the last 23 years and brought me to this position.
0:21:21 > 0:21:25People get what they see. I'm very, very honest,
0:21:25 > 0:21:28I'm very open and I like to engage in people. People are fascinating.
0:21:32 > 0:21:37Just outside London is the company's headquarters at Waterside.
0:21:37 > 0:21:39- Good to see you.- Good to see you. - Good to see you.- How are you?
0:21:39 > 0:21:43Airline boss Willie Walsh is meeting with Chinese bankers.
0:21:43 > 0:21:46Once the signing is done, I was going to hand the aircraft model to
0:21:46 > 0:21:47Mr Walsh.
0:21:47 > 0:21:51HE SPEAKS MANDARIN
0:21:51 > 0:21:54He's on a mission to strengthen ties with China
0:21:54 > 0:21:57as the business eyes expansion.
0:21:57 > 0:22:00It's critical for British Airways. China's the second-biggest
0:22:00 > 0:22:04economy in the world. I think in terms of opportunity,
0:22:04 > 0:22:06it's limitless, to be honest with you.
0:22:08 > 0:22:12Already behind the competition, Willie knows how critical it is to
0:22:12 > 0:22:13pull off Chengdu.
0:22:15 > 0:22:18We're not as big in China as we should be,
0:22:18 > 0:22:20so getting this right for British Airways is very important.
0:22:23 > 0:22:26With so much at stake, the airline's determined to put the right
0:22:26 > 0:22:27face on things.
0:22:32 > 0:22:35- Pull forward. Your side's got to go down.- Yeah.
0:22:38 > 0:22:41So in a Heathrow hangar, the Boeing 777 that's due to
0:22:41 > 0:22:45make the first flight to Chengdu is receiving a special paint job.
0:22:49 > 0:22:51So this place is called Chengdu, isn't it?
0:22:51 > 0:22:53- It's Chengdu.- Chengdu.
0:22:53 > 0:22:55Cheng-do...
0:22:55 > 0:22:57- Is it Cheng-du or Cheng-do?- Cheng-da.
0:23:00 > 0:23:03The plane will be flying to China painted as the official
0:23:03 > 0:23:06mascot of Chengdu - the panda.
0:23:09 > 0:23:10A-ha!
0:23:15 > 0:23:195,000 miles away, in a Chengdu shopping centre...
0:23:21 > 0:23:25..an attempt's being made to combine a sense of the airline's Britishness
0:23:25 > 0:23:29with some local flavours, all mixed up in a dance spectacular.
0:23:35 > 0:23:39During rehearsals, choreographer Jintar Nan is struggling
0:23:39 > 0:23:41slightly to try and realise her vision.
0:23:51 > 0:23:54If her dreams are realised, the end result should be
0:23:54 > 0:23:58ranks of panda mascots dressed as just about anything that might
0:23:58 > 0:24:03be considered British, from Harry Potter to Premiership footballers
0:24:03 > 0:24:05and, inevitably, the Royal Family.
0:24:22 > 0:24:24To really deliver the sell, the airline's also
0:24:24 > 0:24:27drafted in its own brand ambassadors -
0:24:27 > 0:24:32pilots and cabin crew who've swapped a day of flying for smiling.
0:24:38 > 0:24:39The hope is the event will be
0:24:39 > 0:24:43so eye-catching the Chengdu public will be inspired to take pictures
0:24:43 > 0:24:47of the extravaganza and add to the event's official post on China's
0:24:47 > 0:24:52version of Twitter, Weibo, with its 700 million users.
0:24:54 > 0:24:57At home in the UK, the airline's been around for years,
0:24:57 > 0:25:02but in China, it's just another Western brand trying to stand out.
0:25:02 > 0:25:04Yeah, it went really well. Quite happy with that.
0:25:04 > 0:25:07Think it all pulled off quite well. Everyone seemed to enjoy
0:25:07 > 0:25:09it round here. Good crowd, good turnout, so, yeah, it was
0:25:09 > 0:25:12really good. There's a lot of pandas about, though. A lot of pandas!
0:25:15 > 0:25:19MOBILE PHONE RINGS
0:25:19 > 0:25:20British Airways?
0:25:20 > 0:25:23At his home in Hong Kong, the company's airport manager
0:25:23 > 0:25:27for China, Wyman, is juggling setting up the new route to
0:25:27 > 0:25:30Chengdu with keeping the existing operation running smoothly.
0:25:32 > 0:25:35Hong Kong is the airline's foothold in China.
0:25:35 > 0:25:39It's part of the colonial furniture, a legacy of empire.
0:25:42 > 0:25:45It's been flying here for as long as there's been intercontinental
0:25:45 > 0:25:46air travel.
0:25:48 > 0:25:52We're just going to see the cabin-cleaning activities.
0:25:52 > 0:25:56It's Wyman's job to match British expectations with Chengdu
0:25:56 > 0:26:00staff, who've limited experience of international airline standards.
0:26:00 > 0:26:05Planes are actually quite filthy. 400 people confined in a tube.
0:26:05 > 0:26:09They've had two meals. It's not a pleasant sight. But once
0:26:09 > 0:26:13we turn this aircraft around, once it's all cleaned, it's spotless.
0:26:19 > 0:26:22At Chengdu, they don't have as many international flights
0:26:22 > 0:26:27as Hong Kong does, so they're not so experienced with dealing with
0:26:27 > 0:26:31long-haul aircraft, and the teams are not as big as what we'd like.
0:26:32 > 0:26:36That's why we have some of our people going to Chengdu to
0:26:36 > 0:26:39support the cabin-cleaning teams there.
0:26:41 > 0:26:44- As well as his clean-up operation... - Welcome to Hong Kong.
0:26:44 > 0:26:47..Wyman's also got a tasting for the menu for the Chengdu route.
0:26:50 > 0:26:53It's being devised by chef Gwendal Hamon.
0:26:53 > 0:26:57On the far end, over there, we'll have First Class, Club World
0:26:57 > 0:26:59and World Traveller.
0:26:59 > 0:27:01We develop three rotation of food,
0:27:01 > 0:27:07so on any one flight, there would be probably more than 85 dishes.
0:27:07 > 0:27:10Chengdu is the capital of Sichuan province with a cuisine
0:27:10 > 0:27:15famed for mouth-numbing pepper, pig intestines and duck's blood.
0:27:16 > 0:27:18It's quite spicy.
0:27:18 > 0:27:22There's a kick to this, quick kick. You put it in your mouth
0:27:22 > 0:27:24and it kicks you straightaway.
0:27:24 > 0:27:26Having been raised partly in China
0:27:26 > 0:27:31and partly in Essex, Wyman knows the tastes of both.
0:27:31 > 0:27:34I haven't found a favourite Sichuan dish yet
0:27:34 > 0:27:39because I find them too hot. It's probably from my time in the UK.
0:27:39 > 0:27:42My personal taste would be I would prefer a bangers and mash.
0:27:46 > 0:27:48There's a lot of ginger flavour to this.
0:27:48 > 0:27:50There's just a little hint of a green chilli oil.
0:27:50 > 0:27:53Do you think a Chinese customer will enjoy that?
0:27:53 > 0:27:56I think, to them, the taste would take some getting used to
0:27:56 > 0:27:59- because of the aniseed.- Yeah. - It seems to me
0:27:59 > 0:28:04that we've kind of struck the right balance between having a Western and
0:28:04 > 0:28:08a Chinese choice. Let's hope they can replicate this back in Chengdu.
0:28:08 > 0:28:12In China, things are not always as consistent as in Hong Kong.
0:28:15 > 0:28:19With only two weeks left before the launch of Chengdu, Wyman is
0:28:19 > 0:28:20feeling the pressure.
0:28:37 > 0:28:39You don't want to be scary to your team but, you know,
0:28:39 > 0:28:41sometimes, you have to be.
0:28:43 > 0:28:46I think every manager has to have a bit of
0:28:46 > 0:28:50a scary streak around him to get things moving.
0:28:58 > 0:29:01For an airport manager, handling stress is part of the job.
0:29:07 > 0:29:11Sometimes, I have sleepless nights trying to cover all the angles.
0:29:13 > 0:29:18It's part of my character, as well, to show responsibility.
0:29:18 > 0:29:21It's all part of the job
0:29:21 > 0:29:25and I wouldn't be doing my job correctly if I'd say I don't care.
0:29:36 > 0:29:40In New York, trainee airport manager Tom is trying to dress the part.
0:29:41 > 0:29:46Well, having seen Alan's dress sense, I've got a lot to live up to
0:29:46 > 0:29:48so I'm trying my best here.
0:29:48 > 0:29:53He's a very dapper-looking guy and dresses very smartly, so I'm
0:29:53 > 0:29:57trying my best, but this is always a challenge, to get the tie right.
0:30:02 > 0:30:04Nope! Take two.
0:30:06 > 0:30:09But the tie is the least of Tom's problems.
0:30:13 > 0:30:17With JFK suffering one of its worst winters on record,
0:30:17 > 0:30:19today's not going to be an easy ride.
0:30:20 > 0:30:23What I like to do is just keep updated with the National
0:30:23 > 0:30:25Weather Service and see what they're forecasting.
0:30:28 > 0:30:32As we go into the evening, rain and sleet before 10, blustery,
0:30:32 > 0:30:3622 mile-an-hour winds and another 3-5 inches of snow.
0:30:40 > 0:30:42This is quite severe.
0:30:42 > 0:30:45We need to make sure that we're able to bring our aircraft in safely,
0:30:45 > 0:30:49offload bags, cargo, the customers safely, and we have done some
0:30:49 > 0:30:53tactical delaying of services and some tactical cancellations.
0:30:58 > 0:31:01I have four flights that I've taken out of the programme today.
0:31:01 > 0:31:04They won't come in from London and they will not depart from Kennedy.
0:31:08 > 0:31:11Running the operation at Terminal 7 means Alan has to keep
0:31:11 > 0:31:14track of all possible diversions to his planes.
0:31:14 > 0:31:17PHONE RINGS
0:31:18 > 0:31:21'And the captain was just thinking about diverting,
0:31:21 > 0:31:24'and he gave JFK a heads-up.'
0:31:24 > 0:31:28There's really nothing available to him until he goes down into
0:31:28 > 0:31:32probably Florida, and that does not make sense to divert into
0:31:32 > 0:31:35Orlando or Miami which, for the East, currently,
0:31:35 > 0:31:37are the diversion points.
0:31:37 > 0:31:40'If they do divert, you could get stopped there,
0:31:40 > 0:31:43'or it'll be a fuel-and-go cos there are no hotel rooms
0:31:43 > 0:31:46'available for the customers or even the crew.'
0:31:51 > 0:31:54With flights cancelled and delays due, it means
0:31:54 > 0:31:57passengers will be looking to the team for solutions.
0:31:59 > 0:32:03With the pressure on, Tom needs to prove he can take charge.
0:32:03 > 0:32:05Thanks for offering coffee.
0:32:05 > 0:32:09On a challenging day like today, it is critical for Tom to engage
0:32:09 > 0:32:13the experts. Your success is based on engaging the people that
0:32:13 > 0:32:16have been through this numerous times before.
0:32:16 > 0:32:19When asking for their support, they will guide you, assist you
0:32:19 > 0:32:21and help you succeed.
0:32:21 > 0:32:25The only issues we may have is, subject to gate space,
0:32:25 > 0:32:27weather and what runways they're landing on,
0:32:27 > 0:32:30it make take an extra time coming out through the gates,
0:32:30 > 0:32:32so the departures might be just a little later than we predict.
0:32:32 > 0:32:35Anything else? No? Tom?
0:32:35 > 0:32:37Customers are going to come in a little bit anxious,
0:32:37 > 0:32:38a little bit worried,
0:32:38 > 0:32:41to know whether their flights are going to depart or not.
0:32:41 > 0:32:43Just reassure them, share information with them,
0:32:43 > 0:32:46the big smiles, the big welcome, uniform standards, obviously.
0:32:46 > 0:32:49Just make sure you're looking tiptop.
0:32:49 > 0:32:52I love that expression, "tiptop". What movie is that from?
0:32:52 > 0:32:55HE LAUGHS
0:32:55 > 0:32:57"Tiptop!" Love it.
0:32:57 > 0:33:00'It's always a challenge to get the respect of people that
0:33:00 > 0:33:02'a lot of the time's double my age
0:33:02 > 0:33:05'and I'm managing people that are my mum and dad's age.'
0:33:05 > 0:33:07Thank you for doing that. You're doing a good job.
0:33:07 > 0:33:11Do you mind just letting people know about the duty-free?
0:33:11 > 0:33:14'Which can be challenging at times, to get that respect.'
0:33:14 > 0:33:16Everyone that works here, all the staff,
0:33:16 > 0:33:19they've been through thick and thin.
0:33:19 > 0:33:21Oh, really? No, I didn't hear. It's... Well.
0:33:21 > 0:33:24One area I need to improve on that is toughening up
0:33:24 > 0:33:28a little bit. I probably sometimes am too nice.
0:33:28 > 0:33:31- You are going to have to be tough here.- Yeah, absolutely.
0:33:31 > 0:33:33- And you're going to have to be resilient.- Mm.
0:33:33 > 0:33:34There are going to be times
0:33:34 > 0:33:38when you're going to have to take a probably tougher stance than
0:33:38 > 0:33:41- you are comfortable with or that's natural to...- Sure.
0:33:41 > 0:33:44..you know, to the way that you deal and interact with people.
0:33:45 > 0:33:51While Alan is trying to toughen Tom up, at Waterside, the mood is
0:33:51 > 0:33:55lightening in cabin crew training. It's time for a drink.
0:33:58 > 0:34:02Trainer Nadine Phelan is introducing them to the wine list -
0:34:02 > 0:34:06the airline's secret weapon when it comes to giving a sense of class.
0:34:08 > 0:34:13So our session this afternoon is our Premium Service wine master class.
0:34:13 > 0:34:15It can be overwhelming for some of our delegates.
0:34:15 > 0:34:17They may not have had that much experience tasting wine.
0:34:17 > 0:34:20Perhaps it's not a drink of their choice.
0:34:20 > 0:34:24The course is testing all the senses as the recruits try to guess
0:34:24 > 0:34:26the differences between the various kinds.
0:34:28 > 0:34:32Look at the colour. Tell me, what colour do you think this is?
0:34:32 > 0:34:35- White.- So that should already start to narrow down what grape
0:34:35 > 0:34:37variety you think it is.
0:34:38 > 0:34:41- Alice is enjoying getting her nose stuck in...- Cherry.
0:34:41 > 0:34:44- Thing is, the more you smell it, the more the...- It smells different now.
0:34:44 > 0:34:46Yeah, the flavours change.
0:34:46 > 0:34:50..but 20-year-old Jodie's finding the etiquette confusing.
0:34:54 > 0:34:57Is that the proper way to taste wine, by making that sound?
0:34:57 > 0:34:59Jodie, there is no proper taste, it's however you feel comfortable.
0:34:59 > 0:35:02But you and Lesline both did it.
0:35:02 > 0:35:03SHE SLURPS
0:35:03 > 0:35:09I don't like wine. I'm interested in it but not the drinking side.
0:35:09 > 0:35:12It'd be nice to, you know, be able to recommend wines to customers
0:35:12 > 0:35:17and be able to say, like, this wine would complement
0:35:17 > 0:35:21this food and, like, learn about dessert wines and things like that.
0:35:21 > 0:35:25But wine tasting and drinking wine's not for me, no.
0:35:25 > 0:35:28I want you to try and smell the bouquet of the wine,
0:35:28 > 0:35:30so try and keep the glass very still.
0:35:32 > 0:35:35Anything else?
0:35:35 > 0:35:39Jodie's not the only one finding the wine a bit overwhelming.
0:35:40 > 0:35:44Well, I'm a bit weird and I drink red wine with Diet Coke.
0:35:46 > 0:35:51- Try it. Don't knock it! - That is so weird.- It is beautiful!
0:35:51 > 0:35:53So hedge your bets, lady and gents. What do we think?
0:35:53 > 0:35:55- New World.- Merlot.
0:35:55 > 0:35:58You think it's the Merlot?
0:35:58 > 0:36:01That's a Sauvignon, I think, but it's quite sharp.
0:36:01 > 0:36:04But it is actually a New World Cabernet Sauvignon.
0:36:17 > 0:36:20It's the evening rush at JFK
0:36:20 > 0:36:22and the delays caused by the snow are biting.
0:36:24 > 0:36:25Do you need a hand? Are you OK?
0:36:25 > 0:36:27Have a nice flight.
0:36:28 > 0:36:30Tom has to keep people moving
0:36:30 > 0:36:34and bring calm to a potentially chaotic situation.
0:36:34 > 0:36:37Yeah, John, is there any... How come it says "boarding" on there?
0:36:37 > 0:36:39Does it always do that?
0:36:39 > 0:36:41Despite the severity of the cold weather...
0:36:41 > 0:36:42Ah, OK.
0:36:42 > 0:36:45..the ground staff outside take it in their stride to do
0:36:45 > 0:36:49everything possible to prevent further delays and stop
0:36:49 > 0:36:53the situation for Tom's passengers inside getting more heated.
0:36:53 > 0:36:59Weather conditions determine how long a plane can sit after
0:36:59 > 0:37:05it's been de-iced and anti-iced and still be safe to leave.
0:37:05 > 0:37:08Ladies and gentlemen, you can use all gates for Fast Track.
0:37:08 > 0:37:11Anyone for Fast Track, Business, First?
0:37:11 > 0:37:13Are you... Yeah, absolutely sir.
0:37:13 > 0:37:15- Have a nice flight, sir.- Thank you.
0:37:21 > 0:37:25Yes, sir, just to confirm that I've inspected your
0:37:25 > 0:37:27aircraft after de-icing and everything is satisfactory.
0:37:33 > 0:37:36Dealing with the snow may be new to Tom,
0:37:36 > 0:37:39but for the New Yorkers, it's all part of the job.
0:37:39 > 0:37:41We get, you know, six or seven inches of snow
0:37:41 > 0:37:45and nobody blinks an eye, you know, it's just... Everybody keeps going.
0:37:45 > 0:37:48At Heathrow, everything kind of grinds down to a stop.
0:37:51 > 0:37:55Whatever the weather, no incident is too big or small to escape
0:37:55 > 0:37:57Alan's attention.
0:37:58 > 0:37:59Miguel, this is Alan.
0:37:59 > 0:38:02I'm at the entrance for the duty-free shop just at the top
0:38:02 > 0:38:07of the escalators and somebody's spilled potato chips on the floor.
0:38:10 > 0:38:12Thank you so much. It comes all the way out.
0:38:12 > 0:38:14- JCM will be coming as well...- OK.
0:38:14 > 0:38:17..so if you can get the worst, that'd be really appreciated.
0:38:17 > 0:38:20- No problem.- Thank you.- Thank you. - Thanks a lot. Have a good evening. - You too.
0:38:21 > 0:38:24As the night wears on, Tom turns to the
0:38:24 > 0:38:28experience of the terminal's veterans, like Linda Strang.
0:38:28 > 0:38:30Do you mind just doing a quick announcement for the 182,
0:38:30 > 0:38:32just to keep people up-to-date on times?
0:38:32 > 0:38:35Oh, I said midnight. Is that the most up-to-date?
0:38:35 > 0:38:36- Yeah.- OK, so I'll do another one.
0:38:36 > 0:38:39Yeah, if you could, with regards to connections in London.
0:38:39 > 0:38:40You know the job.
0:38:41 > 0:38:44Ladies and gentlemen, we do apologise,
0:38:44 > 0:38:46but due to late arrival of the inbound aircraft,
0:38:46 > 0:38:49our new departure time is approximately midnight.
0:38:49 > 0:38:51The aircraft is here...
0:38:51 > 0:38:54'18 years in reservations sitting killed my back.'
0:38:54 > 0:38:58Ten and a half years out here has done my legs and my feet in.
0:38:58 > 0:39:02And the whole 28 and a half years together has done my head in!
0:39:02 > 0:39:04There'll be nothing left! They'll just toss me out
0:39:04 > 0:39:08when it's all over but I feel like the time has been well spent.
0:39:10 > 0:39:13I enjoy it. I like my job. I like what I do.
0:39:13 > 0:39:14I like dealing with people.
0:39:14 > 0:39:16And I think that's the challenge here,
0:39:16 > 0:39:18when you're very time-constricted and you've only got them
0:39:18 > 0:39:24there for, you know, ten, 15 seconds. Luckily, I talk fast.
0:39:24 > 0:39:27And you have a little bit of a play with them, a little bit of give
0:39:27 > 0:39:29and take. The ones that don't want to, you just let them go,
0:39:29 > 0:39:33but most people, really, they want to be dealt with as an individual.
0:39:33 > 0:39:34Give me a kiss! Give me a kiss!
0:39:37 > 0:39:40And JFK has no shortage of characters passing through.
0:39:43 > 0:39:48Weirdness comes and goes every day. You can't stop it.
0:39:48 > 0:39:51Either the passenger wants to be helped or they're just weird.
0:39:51 > 0:39:54Excuse me one second, please. Ticketing, Joanne.
0:39:54 > 0:39:58Over the last 18 years, veteran Joanne Brown has had to deal
0:39:58 > 0:39:59with just about everything.
0:40:00 > 0:40:02Tonight it's the turn of
0:40:02 > 0:40:05Mr and Mrs Pierce, who've missed their connection.
0:40:05 > 0:40:08A lovely girl like you and I'm way over there?
0:40:08 > 0:40:09- Who is this lady to you? - That's my wife.
0:40:09 > 0:40:15Watch it, then! Watch it! None of that. Right, Sandra?
0:40:15 > 0:40:19- You got it. - All right. Well, now, let's see.
0:40:19 > 0:40:21So we're going for a wedding and we're meeting my sister
0:40:21 > 0:40:23- and her husband. - What day is the wedding?
0:40:23 > 0:40:25The wedding, thank God, isn't right away.
0:40:25 > 0:40:27Hello, this is Joanne from British Airways
0:40:27 > 0:40:31ticketing at JFK. I have two passengers here.
0:40:31 > 0:40:37They've missed their connection and I need them to be rebooked.
0:40:37 > 0:40:40For Joanne, the benefit of experience is knowing
0:40:40 > 0:40:41the right calls to make.
0:40:43 > 0:40:45This woman is fantastic!
0:40:45 > 0:40:48I mean, you can't even imagine what she has done.
0:40:48 > 0:40:50When you arrive tomorrow, just tell them
0:40:50 > 0:40:53that your bags will be downstairs. Just show them this.
0:40:53 > 0:40:54'If the person is in trouble,'
0:40:54 > 0:40:57you ease them first, ease their minds at first,
0:40:57 > 0:41:02so you can let them know that you basically are here to help them.
0:41:02 > 0:41:04Once they know that, they kind of relax.
0:41:04 > 0:41:07When they realise that you're just there to help them,
0:41:07 > 0:41:09they're kind of easy-going and they'll smile anyway.
0:41:09 > 0:41:14And then when you absolutely do help them, sugar on top!
0:41:23 > 0:41:25That's lovely. Have a very good trip, sir.
0:41:25 > 0:41:28At Heathrow's Terminal 5, the first passengers to fly
0:41:28 > 0:41:31direct from London to Chengdu are checking in.
0:41:31 > 0:41:33- Hello, sir.- Hi, there. - How are you today?- Good, thank you.
0:41:33 > 0:41:36Good, that's lovely. Thank you very much, Mr Brown.
0:41:36 > 0:41:37Just take yourself down the escalator.
0:41:37 > 0:41:40Do take a look at the front of the aircraft, sir, cos it has
0:41:40 > 0:41:43a panda's face. Yeah, that's lovely. Thank you.
0:41:43 > 0:41:46Joining the flight will be airline boss Willie Walsh.
0:41:46 > 0:41:49- Good afternoon, Mr Walsh. - How are you?- I'm fine, thank you.
0:41:49 > 0:41:51- So I'm off to Chengdu.- Oh, lovely.
0:41:51 > 0:41:54It's his role to add a little clout to proceedings.
0:41:54 > 0:41:58- Excited about this flying? - Yeah, should be good, yeah.
0:41:58 > 0:41:59Bye-bye.
0:41:59 > 0:42:02With the Chinese tourist market worth millions for the UK,
0:42:02 > 0:42:04it's vital that plans go smoothly.
0:42:11 > 0:42:13The 5,000-mile flight will take 11 hours
0:42:13 > 0:42:16and will run three times a week between London and Chengdu.
0:42:19 > 0:42:23At the other end, Chengdu is waiting to greet the panda plane
0:42:23 > 0:42:27with a characteristic layer of smog.
0:42:27 > 0:42:29This is the inaugural flight's parking bay. We've been
0:42:29 > 0:42:34assigned 104. There's only two parking bays at this airport
0:42:34 > 0:42:39that can accommodate wide-bodied aircraft and this is one of them.
0:42:39 > 0:42:42Wyman and his deputy, Benny, are keen to make sure that absolutely
0:42:42 > 0:42:45nothing goes wrong with the aircraft's arrival.
0:42:45 > 0:42:48On the plane, their boss, Willie,
0:42:48 > 0:42:51is accompanied by a pack of journalists.
0:43:14 > 0:43:17Attending the red-carpet event are the brand ambassadors,
0:43:17 > 0:43:21immaculately turned out and smiling, of course.
0:43:23 > 0:43:27And the obligatory pandas are also being lined up.
0:43:27 > 0:43:29So one panda, two pandas.
0:43:29 > 0:43:31I think it's best to have the pandas there.
0:43:31 > 0:43:35Yeah, but the problem is we've got two.. One panda, two panda,
0:43:35 > 0:43:39two panda, one. It would work better with one at either end.
0:43:40 > 0:43:43When the plane arrives, it has to turn around in two hours to
0:43:43 > 0:43:47fly its first load of Chengdu tourists to London, but Wyman's
0:43:47 > 0:43:53got a problem - the internet's faulty so check-in's not working.
0:43:53 > 0:43:56Currently, the systems are down. Trying to resolve it.
0:43:57 > 0:44:01I may need to call London if we can't get access to our
0:44:01 > 0:44:06check-in system. Obviously, it's not a good time to
0:44:06 > 0:44:10have your systems outage when the flight's two hours away.
0:44:14 > 0:44:19With his boss about to fly in, it's the last thing Wyman needs.
0:44:24 > 0:44:28Three days from graduation, it's the customer service
0:44:28 > 0:44:30exam for the cabin crew recruits.
0:44:31 > 0:44:33My hat and waistcoat are in the car.
0:44:33 > 0:44:35- Your hat and waistcoat are in the car?- Yeah.
0:44:35 > 0:44:39OK, can you go and get them?
0:44:39 > 0:44:41Today, they'll be tested on all they've learned about food
0:44:41 > 0:44:43and drink over the last two weeks.
0:44:43 > 0:44:45Go back to the galley every time
0:44:45 > 0:44:49and just cross it off and then say, is everyone happy? Right, what are we doing next?
0:44:49 > 0:44:52Trainer Si Jones will be examining.
0:44:52 > 0:44:54The group with Alice, Sophie
0:44:54 > 0:44:57and Nikkita are just about to go in and do a Club Europe service for us.
0:44:57 > 0:45:01So John is your child. He's ordered a child meal.
0:45:01 > 0:45:05It's not been catered, so you're not happy about this.
0:45:05 > 0:45:07The rest of the group are acting as customers for them.
0:45:07 > 0:45:10And then we've got a nervous flier. Amy, you're going to be nervous.
0:45:10 > 0:45:12And throw a few snags in there and, again, it's just to see,
0:45:12 > 0:45:15have they got what it takes to be British Airways cabin crew?
0:45:15 > 0:45:17Do they understand Club Europe service?
0:45:17 > 0:45:20How do they talk to our customers? Are they using premium language?
0:45:20 > 0:45:23Are they presenting our drinks in the appropriate way?
0:45:23 > 0:45:24Crikey, what is that?
0:45:24 > 0:45:26That's a Chardonnay.
0:45:26 > 0:45:28This is really about, have they listened for the last
0:45:28 > 0:45:30couple of weeks and taken on board everything we've said?
0:45:30 > 0:45:34Hello, there. Welcome on board today. Follow the aisle down there,
0:45:34 > 0:45:36take a left and you're on the row there on the left.
0:45:36 > 0:45:37Thank you very much.
0:45:37 > 0:45:40One of the team's playing the role of a blind passenger.
0:45:40 > 0:45:43Hi there, Mrs Taylor, it's Alice and Sophie here.
0:45:43 > 0:45:46Can I offer you anything to drink today?
0:45:46 > 0:45:48Erm, yes, please, I would love to have a Diet Coke.
0:45:48 > 0:45:50OK, I'm just going to put the Coke
0:45:50 > 0:45:54- to the two o'clock position there, OK?- Thanks.- You're welcome.
0:45:54 > 0:45:58With so much riding on it, Alice is nervous.
0:45:59 > 0:46:02'Honestly, we thought it was a disaster,'
0:46:02 > 0:46:05so we are slightly anxious now as to what is coming next
0:46:05 > 0:46:07and what the outcome will be.
0:46:07 > 0:46:10In another room, the trainers assess the performance.
0:46:10 > 0:46:12'She looks the part.'
0:46:12 > 0:46:14'In the cabin she had a perfect, premium language I thought,'
0:46:14 > 0:46:17I thought she was really good with the customers.
0:46:17 > 0:46:20What I would like Alice to work on is some of her terminology...
0:46:20 > 0:46:21She said to the customer,
0:46:21 > 0:46:24- "Would you like a Diet Coke or a full-fat Coke?"- Oops!
0:46:24 > 0:46:27So where I see Alice, I would probably put down as developing,
0:46:27 > 0:46:28not for the way she looks,
0:46:28 > 0:46:31but again for the terminology she's using in the cabin.
0:46:31 > 0:46:33Alice has passed the test.
0:46:33 > 0:46:36Yes, we are.
0:46:36 > 0:46:39But Jodie has been summoned to an important meeting.
0:46:46 > 0:46:49'Jodie was asked on four occasions to reapply lipstick.
0:46:51 > 0:46:53'So if a customer had seen Jodie
0:46:53 > 0:46:55'looking the way she was presenting herself,'
0:46:55 > 0:46:59it doesn't come across as if she's taken care in her appearance.
0:46:59 > 0:47:01And if she's not taking care in her appearance,
0:47:01 > 0:47:03which is just a basic standard,
0:47:03 > 0:47:06then where are we going to be when we're on board the aircraft?
0:47:06 > 0:47:09I've been trying so hard.
0:47:09 > 0:47:11So hard.
0:47:13 > 0:47:14If the instruction was clear,
0:47:14 > 0:47:18I would have put it on before I left the classroom.
0:47:18 > 0:47:20'It's not so much about the uniform,
0:47:20 > 0:47:23'it's more looking at the bigger picture of things.'
0:47:23 > 0:47:24Is Jodie ready to go online yet?
0:47:24 > 0:47:27Is she ready to be actually with our customers?
0:47:29 > 0:47:32It's over.
0:47:32 > 0:47:33Three days to go.
0:47:36 > 0:47:38Three days.
0:47:43 > 0:47:45'We do pride ourselves on our standards
0:47:45 > 0:47:48'and we know our customers come to expect a lot from us'
0:47:48 > 0:47:51at British Airways, so we don't want to come across as being harsh,
0:47:51 > 0:47:53we don't want to come across as being strict,
0:47:53 > 0:47:56we just want to maintain those standards
0:47:56 > 0:47:59that we've come to expect from all of our colleagues.
0:47:59 > 0:48:04Unfortunately, on this occasion, Jodie hasn't met the criteria
0:48:04 > 0:48:06required for British Airways cabin crew.
0:48:06 > 0:48:08Almost there, but just not quite.
0:48:08 > 0:48:12- All right, look after yourself. - OK.- Right.
0:48:12 > 0:48:15Five and a half weeks after she arrived as a trainee,
0:48:15 > 0:48:19and without returning to the classroom, Jodie's departing.
0:48:19 > 0:48:22Her dreams, for now, on hold.
0:48:26 > 0:48:31It's a new morning at JFK and the snow seems to be holding off.
0:48:33 > 0:48:36It's welcome news for Alan.
0:48:36 > 0:48:38Thanks a lot, Anita.
0:48:38 > 0:48:40I'll see you soon, see you at noon, bye.
0:48:44 > 0:48:47We expect to be able to operate all of our services this evening
0:48:47 > 0:48:49and hopefully on schedule.
0:49:00 > 0:49:02Having earned his stripes,
0:49:02 > 0:49:05Tom's being left to handle the operation this evening.
0:49:05 > 0:49:07- Off home?- I am indeed. How's it going?
0:49:07 > 0:49:09Yeah, yeah, great. Just had the six o'clock
0:49:09 > 0:49:12and now I'm just going to go through, around check-in,
0:49:12 > 0:49:15Premium area, just check on that and then go through to the 112.
0:49:15 > 0:49:18- OK and the 112, we've got a passenger off-load?- Yeah, yeah.
0:49:18 > 0:49:20It seems to have gone through pretty well.
0:49:20 > 0:49:23- Yeah, it's running smoothly at the minute, which is...- OK.
0:49:23 > 0:49:26- Hopefully it stays that way. - It will, it will. Trust me, it will.
0:49:26 > 0:49:29- You've got Linda here, you've got everybody else.- Yeah, exactly, yeah.
0:49:29 > 0:49:31- Call me if you need anything. - I will do.- OK, have a good night.
0:49:31 > 0:49:33- Thanks.- Take care. - Have a good evening.
0:49:33 > 0:49:36Oh, anyone in Fast Track, would you like to come through?
0:49:36 > 0:49:39We're just going to bring Fast Track through, all right?
0:49:39 > 0:49:43Sorry about the wait. If you're travelling in World Traveller it's this queue, OK.
0:49:43 > 0:49:46'Alan's very knowledgeable, he's been in the job a long time,
0:49:46 > 0:49:47'always looked the part.'
0:49:47 > 0:49:50One thing he's definitely taught me is you set down the rules
0:49:50 > 0:49:54from the start and you set down what your expectations are from staff,
0:49:54 > 0:49:56so at the end of the day they know where the line is
0:49:56 > 0:49:58and they know not to cross the line,
0:49:58 > 0:50:02and they know that I'm passionate about customer service
0:50:02 > 0:50:05and Alan is passionate about customer service, so we share that.
0:50:08 > 0:50:11I try, anyway. I'm not as dapper as Alan.
0:50:11 > 0:50:13I always say that, but I give it a go.
0:50:14 > 0:50:16Because of the previous night's cancellations
0:50:16 > 0:50:19there are more passengers tonight than originally expected.
0:50:19 > 0:50:22- Originally we weren't, but then we were.- Good, good.
0:50:22 > 0:50:24- Thank you.- It's a pleasure.
0:50:24 > 0:50:27Tom has to explain to some customers that the seats
0:50:27 > 0:50:28they booked aren't available.
0:50:28 > 0:50:32Unfortunately, because the loads are busy in the class that you're in,
0:50:32 > 0:50:34what they have to do is sometimes downgrade people.
0:50:34 > 0:50:37- I'm sure that's already been explained to you?- Yeah.
0:50:37 > 0:50:40If I were you, there's snow forecast in the next hour or so...
0:50:40 > 0:50:44- So it could disrupt more planes? - I'd...I'd take that option.
0:50:44 > 0:50:46The really annoying thing is that my best friend
0:50:46 > 0:50:48- was the skipper on the flight... - Oh, really?
0:50:48 > 0:50:51- ..I was supposed to be on. - Oh, no! Thank you very much.
0:50:51 > 0:50:52A lot of passengers are stressed.
0:50:52 > 0:50:56There's all the time constraints. You're just dealing with so much
0:50:56 > 0:50:58and often you have to deal with it very quickly.
0:50:58 > 0:51:00Maybe there are people out there that want easy jobs
0:51:00 > 0:51:03that they can coast through. I never did.
0:51:03 > 0:51:07I don't have kids, I don't want kids, this is my baby.
0:51:07 > 0:51:09- I've got a gentleman here...- Yes.
0:51:09 > 0:51:13..who says that he was promised a seat in World Traveller Plus.
0:51:13 > 0:51:15- OK.- Oh!
0:51:16 > 0:51:19- That is unlucky.- Yeah.
0:51:19 > 0:51:22- Not ideal. Is it this gentleman here?- Yeah.
0:51:22 > 0:51:24Yeah, what I'll do... Hi, sir, how you doing?
0:51:24 > 0:51:26Very sorry for the inconvenience,
0:51:26 > 0:51:28we'll make sure you're looked after, OK? Cheers.
0:51:30 > 0:51:33It may be a stressful business,
0:51:33 > 0:51:36but Tom seems to be getting into the swing of it.
0:51:36 > 0:51:38Good job.
0:51:38 > 0:51:41APM to bag room, just wanted to say good job
0:51:41 > 0:51:43on the 172, getting those bags on, thanks for that.
0:51:45 > 0:51:48All in all, that was very smooth. Boarding team did a great job.
0:51:48 > 0:51:51As always, they're smiling, welcoming customers,
0:51:51 > 0:51:54which is what we want, and the customers look pleased,
0:51:54 > 0:51:57so at the end of the day it was a good job done.
0:52:01 > 0:52:03I can't do it.
0:52:07 > 0:52:12The panda plane has arrived in Chengdu.
0:52:12 > 0:52:15The new route has taken ten months to plan
0:52:15 > 0:52:18and more than 100 people to pull it off.
0:52:20 > 0:52:23For Willie, it's a grand entrance in China.
0:52:26 > 0:52:28While his boss poses for the cameras,
0:52:28 > 0:52:30Wyman is focused on the turn-round.
0:52:36 > 0:52:40As the press pack moves on and with his internet problems over,
0:52:40 > 0:52:44it's time for Wyman and his new team to ready the plane
0:52:44 > 0:52:46for its Chengdu passengers.
0:52:46 > 0:52:50The cleaners are on, catering's coming on now and
0:52:50 > 0:52:53this is where the real work starts.
0:52:53 > 0:52:56It's just a sense of relief to see the aircraft land,
0:52:56 > 0:52:59Willie come off, and he looked happy
0:52:59 > 0:53:02so, you know, if he's happy, we're all happy.
0:53:02 > 0:53:06You look about ten years younger than you did about half an hour ago.
0:53:06 > 0:53:07Yeah, things build up, you see,
0:53:07 > 0:53:10and there's the climax and there's the anticlimax.
0:53:13 > 0:53:16But the festivities aren't over yet.
0:53:16 > 0:53:18Ladies and gentlemen, good evening
0:53:18 > 0:53:21and thank you for joining us tonight.
0:53:21 > 0:53:25There's time for a gala dinner to woo the city's dignitaries
0:53:25 > 0:53:28with every British cliche in the book.
0:53:28 > 0:53:32BAGPIPES PLAY
0:53:32 > 0:53:34You know, when you look at BA,
0:53:34 > 0:53:37Britishness is a very important part of its DNA.
0:53:40 > 0:53:42We are a British company.
0:53:42 > 0:53:47We espouse British traditions, promote Britishness.
0:53:47 > 0:53:51And, you know, the Chinese people are loving it.
0:53:51 > 0:53:56I've never seen a Chinese person blowing bagpipes!
0:53:56 > 0:53:59- You always see... Learn something new each day.- Yeah.
0:54:02 > 0:54:07Sadly for Wyman the only thing not British is the food.
0:54:07 > 0:54:09I was hoping for a bit of a roast,
0:54:09 > 0:54:12I've had too much Sichuan food these two weeks.
0:54:13 > 0:54:18- What were you wanting, fish and chips?- Yeah, pie and chips.
0:54:18 > 0:54:19Not KFC?
0:54:25 > 0:54:26At the airline's headquarters,
0:54:26 > 0:54:30the remaining cabin crew recruits have something to celebrate.
0:54:30 > 0:54:35Welcome to British Airways mixed-fleet cabin crew
0:54:35 > 0:54:38and congratulations for completing your six weeks' initial training.
0:54:40 > 0:54:43Are we ready? Look at the cameras.
0:54:43 > 0:54:46This whole course has been quite a challenge for me.
0:54:46 > 0:54:47Just with everything else...
0:54:47 > 0:54:51Honestly, it really has been such an achievement.
0:54:51 > 0:54:54I'm laughing and crying at the same time.
0:54:54 > 0:54:59But the sense of pressure won't necessarily stop here.
0:55:01 > 0:55:04There's so many people that want this job.
0:55:04 > 0:55:07There's so many people that this is their, you know, their dream.
0:55:07 > 0:55:09So I don't think I'll be looking over my shoulder,
0:55:09 > 0:55:12but I certainly won't be like I was at other airlines -
0:55:12 > 0:55:15can't be bothered putting my doughnut in, so it'll be a ponytail today -
0:55:15 > 0:55:18it's not going to happen.
0:55:18 > 0:55:20I'm just so relieved.
0:55:20 > 0:55:23There are times on the course where you think,
0:55:23 > 0:55:25"Are we ever going to get to the end?"
0:55:25 > 0:55:28I can't believe it's all done.
0:55:28 > 0:55:30So, yeah, it's just looking forward to the future now.
0:55:33 > 0:55:36INDISTINCT CHATTER
0:55:39 > 0:55:43Two days later and Alice's plane-spotting dreams
0:55:43 > 0:55:45have become a professional reality.
0:55:48 > 0:55:52Her first flight as cabin crew is to Vienna.
0:55:56 > 0:56:00At Heathrow, as one flight leaves, another arrives.
0:56:02 > 0:56:06At Terminal 5, a load of Chengdu tourists have just landed.
0:56:10 > 0:56:15They're the end result of all of Wyman's hard work.
0:56:15 > 0:56:19A lot of challenges along the way but we've managed to overcome it,
0:56:19 > 0:56:24those challenges, and we've come out quite...very well, I would say.
0:56:24 > 0:56:26I was schooled in the school of hard knocks.
0:56:47 > 0:56:51I think that every business needs to be flexible enough to change,
0:56:51 > 0:56:55to remain competitive, to remain profitable,
0:56:55 > 0:56:59and if that means switching your focus from one city to the next,
0:56:59 > 0:57:02one area to the next, I think you have to be nimble.
0:57:15 > 0:57:19'Chengdu is the start of a new era for British Airways.'
0:57:19 > 0:57:23Ten years from now, I'll be very disappointed if BA, you know,
0:57:23 > 0:57:26hasn't opened at least another four or five,
0:57:26 > 0:57:29maybe even in six cities in China.
0:57:29 > 0:57:34In London, the Chengdu tourists stop for a meal in Chinatown.
0:57:34 > 0:57:36In the coming years,
0:57:36 > 0:57:39part of BA's and the UK's growth will depend
0:57:39 > 0:57:42on their appetite for all things British.
0:57:57 > 0:58:00Next time, the challenges of being based
0:58:00 > 0:58:03at the world's most congested airport.
0:58:03 > 0:58:05Actually, sir, it's not all right
0:58:05 > 0:58:09because the flight's closed for check-in.
0:58:09 > 0:58:11Apparently, there's a firearm inside this bag.
0:58:11 > 0:58:15An unexpected find in baggage causes problems.
0:58:15 > 0:58:19All...all the delays cost the company money.
0:58:19 > 0:58:23And the airline trains its first new cadet pilots for a decade.
0:58:24 > 0:58:27To fall at the last hurdle would be a nightmare
0:58:27 > 0:58:29and it would be sort of career over.