0:00:02 > 0:00:05British Airways is one of the UK's most visible brands.
0:00:07 > 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 > 0:00:37unique access to its inner world.
0:00:38 > 0:00:40From the top-level decisions...
0:00:40 > 0:00:42We're not as big in China as we should be,
0:00:42 > 0:00:44so getting this right is very important.
0:00:44 > 0:00:48..to the daily challenges of its global operation...
0:00:48 > 0:00:50Actually, sir, it's not all right
0:00:50 > 0:00:53because the flight's closed for check-in.
0:00:53 > 0:00:57..we'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 > 0:01:08In this episode we'll reveal how it manages the challenges
0:01:08 > 0:01:12of operating out of the world's most congested airport...
0:01:12 > 0:01:14All the delays cost the company money.
0:01:14 > 0:01:17..trains a new generation of pilots...
0:01:17 > 0:01:21Rotate. Engine fire...
0:01:21 > 0:01:24To fall at the last hurdle would be a nightmare
0:01:24 > 0:01:25and it would be sort of career over.
0:01:25 > 0:01:29..and tries to stay afloat in a competitive market.
0:01:29 > 0:01:32Beneficial if you can ride a knock every now and again.
0:01:32 > 0:01:36552 back on stand to offload a passenger who is having
0:01:36 > 0:01:39- a panic attack. - A panic attack?- Panic attack.
0:01:39 > 0:01:41There are an awful lot of things within aviation that can
0:01:41 > 0:01:45influence, and the vast majority of them
0:01:45 > 0:01:48are not necessarily controlled by us.
0:01:59 > 0:02:03Today, something special is happening at Cranebank,
0:02:03 > 0:02:05the airline's flight training centre.
0:02:08 > 0:02:11For the first time in over a decade, the company's training
0:02:11 > 0:02:15new cadet pilots, the first since 9/11,
0:02:15 > 0:02:19when the airline industry went into decline.
0:02:19 > 0:02:2150...
0:02:21 > 0:02:2430... 20... Retard...
0:02:28 > 0:02:34Their 18-month course costs each cadet £84,000.
0:02:34 > 0:02:38Most pay for it with a loan guaranteed by the airline.
0:02:38 > 0:02:41Failure would be expensive.
0:02:43 > 0:02:45- How did it go? - Er, yeah, well.
0:02:45 > 0:02:48It was really, really good fun. Pretty much what I expected.
0:02:48 > 0:02:52A lot of work and very intensive, but really good fun.
0:02:54 > 0:02:57The urge to fly is so strong, some recruits have moved into
0:02:57 > 0:03:01an airport hotel for the final weeks of training.
0:03:01 > 0:03:03They call it the bug.
0:03:03 > 0:03:07I was 27 before I flew in a light aircraft, controlling it myself,
0:03:07 > 0:03:11and as soon as I left the ground, it just...
0:03:11 > 0:03:16I knew that I had to learn to fly, it's so incredibly addictive.
0:03:17 > 0:03:2030-year-old Joel Garabidian
0:03:20 > 0:03:24has gambled a lot on becoming a BA pilot.
0:03:24 > 0:03:28'I had a job which I enjoyed. I had a house, a car.
0:03:28 > 0:03:30'You know, my life was complete.
0:03:30 > 0:03:33'But the lure of flying was just incredibly strong.'
0:03:35 > 0:03:4024-year-old Andy McKellan's father was a pilot.
0:03:40 > 0:03:45For Andy, flying is all about taking control.
0:03:45 > 0:03:47As soon as we put those thrust levers forward
0:03:47 > 0:03:50and you feel the power coming from the engine, you get a certain
0:03:50 > 0:03:54amount of excitement, and then you take off, and it's you,
0:03:54 > 0:03:56and it's freedom,
0:03:56 > 0:03:59because essentially what people say on the ground
0:03:59 > 0:04:02and what you do, you're in charge of your own destiny.
0:04:04 > 0:04:06'This is just all I've ever wanted to do.'
0:04:06 > 0:04:09To fall at the last hurdle would be a nightmare,
0:04:09 > 0:04:13and it would be sort of career over, and I'd have to re-evaluate
0:04:13 > 0:04:15and think of different career paths that I'd have to go down.
0:04:15 > 0:04:18I'm kind of financially all in on the scheme
0:04:18 > 0:04:21but from an emotional point of view,
0:04:21 > 0:04:25I've invested the last two years of my life in the scheme.
0:04:25 > 0:04:29I've been away from my wife and my friends,
0:04:29 > 0:04:30and obviously it would be...
0:04:30 > 0:04:35It would be beyond disappointing to have to give up
0:04:35 > 0:04:37on that dream.
0:04:40 > 0:04:44There were 4,500 applicants for the first intake of new pilots.
0:04:46 > 0:04:49Only 89 got through.
0:04:53 > 0:04:57In these critical last few weeks, the cadets need to show
0:04:57 > 0:05:00they've got what it takes to fly passenger planes.
0:05:02 > 0:05:04What are you expecting?
0:05:07 > 0:05:09- A lot of work.- A lot of work, that's what I like.
0:05:10 > 0:05:14What kind of work? Is it book work knowledge?
0:05:14 > 0:05:17Combination really, book work knowledge and also other things
0:05:17 > 0:05:19that we haven't really done before, because of course
0:05:19 > 0:05:22we've been flying with nobody in the back, and now all of a sudden
0:05:22 > 0:05:26we've got passengers and all the problems that that deals with.
0:05:26 > 0:05:29Yeah, all the problems that passengers give you!
0:05:36 > 0:05:41On any given day, 110,000 passengers travel with BA.
0:05:43 > 0:05:46The company's hub is at Heathrow,
0:05:46 > 0:05:48the busiest international airport in the world.
0:05:50 > 0:05:54Here, 84 airlines compete fiercely for passengers and space.
0:05:58 > 0:06:00Going to New York? New York?
0:06:09 > 0:06:12Getting people onto the airline's 800 daily flights
0:06:12 > 0:06:17and sending them off on time is an operation of great complexity.
0:06:17 > 0:06:21A workforce of 40,000 pull together around the clock,
0:06:21 > 0:06:24battling against whatever's thrown at them.
0:06:26 > 0:06:29- Morning.- Morning, how you doing?
0:06:29 > 0:06:31It's going to get busy. It's the calm before the storm.
0:06:31 > 0:06:33Yeah, it's going to get busy.
0:06:36 > 0:06:39Rugby player Kevin Mackenzie is one of the airline's
0:06:39 > 0:06:41operations control managers.
0:06:44 > 0:06:48It's a feeling I've always had running onto a rugby pitch,
0:06:48 > 0:06:50you get that little knot in the bottom of your stomach
0:06:50 > 0:06:55cos you never quite know what to expect.
0:06:55 > 0:06:58For the next 12 hours, he's the man in charge.
0:06:59 > 0:07:00Morning, all.
0:07:01 > 0:07:05Kevin's part of a team of 90 responsible for all BA planes
0:07:05 > 0:07:06around the world.
0:07:07 > 0:07:08Morning, guys.
0:07:14 > 0:07:17We're here for dealing with the unplanned.
0:07:17 > 0:07:19That's effectively a normal business for us.
0:07:19 > 0:07:23My responsibility is to oversee the whole of the network globally
0:07:23 > 0:07:29and to maintain the operational plan as published,
0:07:29 > 0:07:32so when external factors influence that plan,
0:07:32 > 0:07:36the teams in here work to recover that
0:07:36 > 0:07:38and get the operation back on track.
0:07:38 > 0:07:41That's going to... That's going to infuriate me.
0:07:45 > 0:07:46From this control room,
0:07:46 > 0:07:49all parts of the airline's network are tracked.
0:07:57 > 0:08:02# It's not unusual to be loved by anyone, doo doo doo...#
0:08:02 > 0:08:05That's probably not a bad thing I was just singing.
0:08:05 > 0:08:07Anoushka Warrick is a turnaround manager.
0:08:07 > 0:08:10It's her job to keep flights running to time.
0:08:12 > 0:08:15Any delay can have a knock-on effect on the rest of the day's schedule.
0:08:18 > 0:08:20Where are we going?
0:08:20 > 0:08:24We are going to stand 543 to meet the 216 arrival,
0:08:24 > 0:08:27which has been declared a medical emergency,
0:08:27 > 0:08:31which means that a passenger on board is feeling unwell.
0:08:35 > 0:08:38Can I just confirm it's the passenger in 5 alpha?
0:08:38 > 0:08:41Bang to the head the day before he flew and now not feeling well,
0:08:41 > 0:08:43is that right?
0:08:43 > 0:08:45Do I have any paramedics up there?
0:08:48 > 0:08:51- PHONE:- Press the hash key. - Kev, ops control.
0:08:51 > 0:08:55- PHONE BEEPS - Now attending. Kev, ops control.
0:08:56 > 0:08:58- Morning, Kev. Debs here.- Hi, Debs.
0:08:59 > 0:09:02At the start of every shift, Kevin has a conference call
0:09:02 > 0:09:05with all the airline's operational departments.
0:09:05 > 0:09:07Anybody else on the call, please?
0:09:07 > 0:09:10It's a chance to flag up any potential disruption.
0:09:10 > 0:09:12MUFFLED VOICE ON PHONE
0:09:12 > 0:09:13Right, ta.
0:09:15 > 0:09:17OK, the medic has arrived, apparently...
0:09:17 > 0:09:21- Ah, here we go.- Morning. - Excuse me.
0:09:23 > 0:09:25Just going to stay out of the way,
0:09:25 > 0:09:27cos there's a lot of paramedics in there, but they're going to be
0:09:27 > 0:09:30taking the gentleman out and on to the high lift.
0:09:30 > 0:09:32He's got everything? Shoes and...?
0:09:33 > 0:09:35Right, that's it. You're done.
0:09:35 > 0:09:37Ops update, overnight, please.
0:09:37 > 0:09:41OK, morning, Kev, morning, all. The 216 this morning arrived early,
0:09:41 > 0:09:44he declared a medical emergency on arrival
0:09:44 > 0:09:49and obviously that's being dealt by Heathrow and the medical teams.
0:09:51 > 0:09:54Thank you very much, take that. Morning, Clive.
0:09:54 > 0:09:57- Aircraft stand-bys and risks for the day, please.- Lima, Lima.
0:09:57 > 0:10:01Lightning strike to repair, so it's going into the hangar this morning.
0:10:01 > 0:10:04One of the variables Kevin has to contend with is the constant
0:10:04 > 0:10:08servicing of the fleet, which takes aircraft out of operation.
0:10:10 > 0:10:14The more grounded planes there are, the harder his day will be.
0:10:14 > 0:10:16OK, good, thank you. Security?
0:10:16 > 0:10:19In Male in the Maldives there's protests possible there,
0:10:19 > 0:10:21so there's a crew advisory in place
0:10:21 > 0:10:24for crews to avoid demonstrations where possible.
0:10:24 > 0:10:30Political unrest can strand crews and their planes.
0:10:30 > 0:10:34..and Rio, apparently the Brazilians have deployed a thousand troops
0:10:34 > 0:10:38around about half a kilometre away from the crew hotel
0:10:38 > 0:10:43so the crews have been moved away to Copacabana Beach for the time being.
0:10:43 > 0:10:46- It's a tough job, someone's got to do it.- It's tough, yeah!
0:10:46 > 0:10:48Passenger groups, are there any issues, please?
0:10:48 > 0:10:51- ON PHONE:- 4,600 departing today throughout the day.
0:10:51 > 0:10:54A lot of busy flights this morning, very busy...
0:10:54 > 0:10:58It's the school holidays. Passenger numbers are up
0:10:58 > 0:10:59and so's the pressure.
0:11:01 > 0:11:04OK, so what impact... If we don't get those, if we don't get cover
0:11:04 > 0:11:07on those two areas, what's going to be the impact, please?
0:11:07 > 0:11:09- ON PHONE:- It's normally around the lunchtime period
0:11:09 > 0:11:13where they struggle, when we start getting in the long-haul flights
0:11:13 > 0:11:16- with heavy wheelchair loads. - OK, good, thank you very much.
0:11:16 > 0:11:18Well, not good, but you know what I mean.
0:11:18 > 0:11:21We've got quite a few storms around at the moment. We've got
0:11:21 > 0:11:25Hurricane Raymond which is currently to the west of Acapulco.
0:11:25 > 0:11:28Its strongest gusts will be tomorrow around about midday
0:11:28 > 0:11:29of about 130 knots...
0:11:29 > 0:11:32Kevin must keep track of whatever the weather throws at him
0:11:32 > 0:11:35so his schedule doesn't get blown off course.
0:11:37 > 0:11:40And finally a couple of volcanoes we're watching,
0:11:40 > 0:11:43we're looking at one on the Kamchatka peninsula.
0:11:43 > 0:11:46The danger is, if there's a significant eruption there
0:11:46 > 0:11:49it pushes that ash down into North America.
0:11:49 > 0:11:51Thank you all very much, have a good day,
0:11:51 > 0:11:54shout if anything changes. Cheers.
0:11:54 > 0:11:59We start the day with spare resources in all areas
0:11:59 > 0:12:00so we start with spare aircraft,
0:12:00 > 0:12:02we start with spare flying cabin crew.
0:12:02 > 0:12:05That gives us the flexibility we need
0:12:05 > 0:12:08to tweak the programme as and when we need.
0:12:17 > 0:12:19In the daily rush to win customers,
0:12:19 > 0:12:22the airline has a lot staked on its service...
0:12:24 > 0:12:27..and its particularly British style.
0:12:27 > 0:12:31- Lovely. Come over and we'll get you all checked in.- OK, fab.- OK?
0:12:31 > 0:12:34Ex-Harrods manager David Page has spent 18 years
0:12:34 > 0:12:37honing his check-in manner.
0:12:37 > 0:12:41Today is the start of the half-term. All the flights are very busy
0:12:41 > 0:12:46and so it's going to be very interesting.
0:12:47 > 0:12:50About 45,000 passengers travelling through.
0:12:50 > 0:12:55It's going to be quite a lot of pressure today, I would say.
0:12:55 > 0:12:58- Sir, where are you travelling to? - Madrid.- Madrid? What time?
0:12:58 > 0:13:00- Er, 9.10.- 9.10? Er, 512... OK.
0:13:02 > 0:13:05Actually, sir, it's not all right
0:13:05 > 0:13:08because the flight's closed for check-in.
0:13:08 > 0:13:11So they're not going to be able to check you in now.
0:13:11 > 0:13:13But I can't check you in for this one
0:13:13 > 0:13:16because it closed a while ago now.
0:13:16 > 0:13:19Some people get very, very upset, and they're very stressed
0:13:19 > 0:13:22and they're going away on business, they might be going to a funeral,
0:13:22 > 0:13:24or might be going to a friend's wedding
0:13:24 > 0:13:28and of course, you know, time is the element.
0:13:28 > 0:13:30Right, we need to be very, very quick.
0:13:32 > 0:13:35OK, chaps, we're going to drop your bags off quickly then you need
0:13:35 > 0:13:37to go straight through to the gate.
0:13:37 > 0:13:41So just follow me with the bags and we'll send them down.
0:13:41 > 0:13:44Bit tight, I'm going to have to run.
0:13:47 > 0:13:49If they'd stayed in the queue there's a possibility
0:13:49 > 0:13:52they could have missed their flight, that was...
0:13:52 > 0:13:55In the right place at the right time to recover that.
0:13:58 > 0:14:01If you've got any baby milk,
0:14:01 > 0:14:03it's in the bottle, it's already made up? Or is it powdered?
0:14:03 > 0:14:06- Powdered.- Right, OK, that's absolutely fine.
0:14:06 > 0:14:08- If it wasn't they might ask you just to taste it.- OK.
0:14:08 > 0:14:12Hello. OK, do you want to just come over?
0:14:12 > 0:14:14Do you like kids?
0:14:15 > 0:14:17There's always the famous line,
0:14:17 > 0:14:19"I couldn't eat a whole one," isn't there?
0:14:19 > 0:14:23Um, I do like children, yeah, of course. Everybody does.
0:14:26 > 0:14:29- Plus you can stretch out and have a little sleep.- 26 or 27.
0:14:29 > 0:14:31So you've sat there before? Yeah?
0:14:31 > 0:14:35OK then. Say goodbye to Mum and we'll get you through, yeah?
0:14:36 > 0:14:38During the holidays the airline looks after
0:14:38 > 0:14:41thousands of children travelling on their own.
0:14:41 > 0:14:44They're known as Skyflyers.
0:14:48 > 0:14:49There you go, all ready?
0:14:49 > 0:14:53OK, when we get through wave to your mum, yeah? When we go through.
0:15:00 > 0:15:02All right, have a good flight.
0:15:05 > 0:15:09- Is that channel?- Channel? Chanel.- Chanel.
0:15:10 > 0:15:13- You like Chanel, yeah? - Well, yeah.- Expensive.
0:15:14 > 0:15:18For an extra charge, trained chaperones known as aunties
0:15:18 > 0:15:22and uncles will escort children to the plane to meet the cabin crew.
0:15:22 > 0:15:26- Someone will meet you, someone like me will meet you in Nice, OK?- OK.
0:15:26 > 0:15:29- All right, hi there. So, Lewis.- Smashing.
0:15:29 > 0:15:33- Have I said that right?- Loic.- Loic! - Perfect.
0:15:34 > 0:15:38The airline becomes a sort of boarding school in the sky.
0:15:43 > 0:15:45Five-year-old Sienna
0:15:45 > 0:15:48is one of the airline's youngest solo fliers.
0:15:48 > 0:15:50She lives in France with her mum
0:15:50 > 0:15:53and travels on her own between London and Paris once a month.
0:15:53 > 0:15:57- What's your name?- Sienna. - Sienna? Oh, I love that name, Sienna.
0:15:57 > 0:16:01- Sienna, how are you today? How are you?- Good.- You're good.
0:16:01 > 0:16:04Let me see your nail varnish. Ooh, that's nice.
0:16:04 > 0:16:08- Mummy's not going to be very happy with that.- Is she not?- Thank you.
0:16:08 > 0:16:11Sienna, this is Carolyn and she's going to take you.
0:16:19 > 0:16:24Sweetheart... Are you going to be strong, sweetheart?
0:16:24 > 0:16:27- SIENNA SOBS - Sienna, darling, you'll be fine. You're coming with me.
0:16:27 > 0:16:30I'm going to come with you as well, sweetheart. OK, thank you.
0:16:30 > 0:16:33All right, take care. Bye.
0:16:35 > 0:16:37You have to say bye here.
0:16:40 > 0:16:44Sienna? You'll be fine, sweetheart.
0:16:46 > 0:16:48They'll treat you like a special little princess on board.
0:16:48 > 0:16:55- Yeah! OK? Love you, darling. - How long is she going for?
0:16:55 > 0:16:57- She lives there.- Oh! - She's going back home.
0:17:05 > 0:17:08- How was that?- It's always so hard.
0:17:08 > 0:17:12But she'll be fine, she'll be fine.
0:17:12 > 0:17:15She does love it, she does love the service and they do treat them
0:17:15 > 0:17:17like a little princess.
0:17:17 > 0:17:20So, yeah, she'll be fine, she'll be fine.
0:17:20 > 0:17:24Hopefully it won't be too long now, you'll be back with Mummy
0:17:24 > 0:17:28and she can have all the presents that you have for her.
0:17:28 > 0:17:32I've been a single dad for a week, which is...you know,
0:17:32 > 0:17:36lots of matching clothes with dresses and lots of pink and stuff.
0:17:36 > 0:17:40I think I'm going to the pub, to be fair, I think I deserve a pint.
0:17:45 > 0:17:50Services like Skyflyers are part of an attempt to differentiate
0:17:50 > 0:17:53themselves from no-frills carriers like Ryanair and easyJet
0:17:53 > 0:17:56who dispensed with such extras,
0:17:56 > 0:17:59focused on cheap ticket prices
0:17:59 > 0:18:02and soared ahead in overall passenger numbers.
0:18:10 > 0:18:13Madam, where are you travelling to? Where are you travelling to?
0:18:13 > 0:18:17- Russia.- To Russia? Where is your baggage? Your suitcase?
0:18:17 > 0:18:20- Are you just checking in this? - This one and that one.
0:18:20 > 0:18:22I'll just put a note you're bringing the buggy
0:18:22 > 0:18:24with you to the gate.
0:18:24 > 0:18:26Oh, you've got him well trained.
0:18:26 > 0:18:33- British Airways, one time they completely lost...- His baggage.
0:18:33 > 0:18:38..my bag. And after six months I received a refund,
0:18:38 > 0:18:40partial refund.
0:18:40 > 0:18:42So we try not to check our baggage.
0:18:49 > 0:18:53Four floors below is the airport's baggage system.
0:18:55 > 0:19:00Calm today, it was chaos here when the terminal opened in 2008.
0:19:00 > 0:19:04Thousands of bags were separated from their owners.
0:19:04 > 0:19:07The day was branded a national embarrassment.
0:19:10 > 0:19:13Today, far fewer passengers leave without their luggage.
0:19:19 > 0:19:21With 11 miles of conveyor belts,
0:19:21 > 0:19:25Terminal 5's baggage system is one of the largest in the world.
0:19:30 > 0:19:34We've got 421 bags estimated. I'm hoping we don't have a cruise.
0:19:34 > 0:19:37They don't normally take one bag with them, cos obviously they have
0:19:37 > 0:19:42their gowns and their suits for their captain's table dinner.
0:19:42 > 0:19:45No, Rambo's come out again.
0:19:45 > 0:19:48Everyone dreads Lagos, like, everyone dreads Lagos
0:19:48 > 0:19:50but other than that... Nah, everyone dreads Lagos.
0:19:50 > 0:19:52It's just the heavier bags. If it's heavier than 32
0:19:52 > 0:19:55you usually get someone to come and help you lift it.
0:19:57 > 0:20:0020-year-old baggage apprentice Nial Barry
0:20:00 > 0:20:03is one of 225 handlers on shift today.
0:20:05 > 0:20:08Rusty, my nickname is, cos everyone calls me Nails,
0:20:08 > 0:20:10so Rusty Nail. That's what it is, yeah.
0:20:10 > 0:20:12Everyone's got nicknames. They always say,
0:20:12 > 0:20:15you know when you've made it in BA cos you get a nickname.
0:20:15 > 0:20:19Look, look at these two, look. Old Boggit and Scarper.
0:20:21 > 0:20:2418 years I've worked with these two.
0:20:24 > 0:20:28Golf lover Greg Breslin is one of over 50 crew leaders.
0:20:28 > 0:20:33Each crew is responsible for loading up to five flights a shift.
0:20:33 > 0:20:37Ever since 9/11 the bags get screened more,
0:20:37 > 0:20:40they have high security levels, they'll go downstairs
0:20:40 > 0:20:45where they'll get X-rayed, then they'll go up onto the conveyors
0:20:45 > 0:20:48that are switching around above our heads here.
0:20:49 > 0:20:52As and when they get to our four belts,
0:20:52 > 0:20:54they'll go down their correct ones.
0:20:56 > 0:20:59The system is pretty much all automated now
0:20:59 > 0:21:03so there's not a lot of human contact with the bags.
0:21:07 > 0:21:11Everything's so much more secure these days. Let's go, Mr Sweeney.
0:21:14 > 0:21:17We're off to stand 454.
0:21:17 > 0:21:20You don't want any problems, you want everything to go sweetly, but...
0:21:22 > 0:21:25..Mr Sweeney is a bit of a Jonah, so...
0:21:26 > 0:21:28We're missing a few people,
0:21:28 > 0:21:32so one of the people is having their bag searched.
0:21:34 > 0:21:37Security have identified something in the bag that they want
0:21:37 > 0:21:39to just check out.
0:21:39 > 0:21:41I have to go, really sorry.
0:21:50 > 0:21:53- What's happening with this one at the door?- We're waiting on the police.
0:21:53 > 0:21:56Apparently there's a firearm inside this bag, so the police
0:21:56 > 0:22:01are going to come to make sure it's legal to be transported.
0:22:01 > 0:22:04All firearms have to go through additional security
0:22:04 > 0:22:07and you have to have special licences.
0:22:07 > 0:22:11So obviously that's travelling with this passenger.
0:22:11 > 0:22:13The police will come
0:22:13 > 0:22:16and it'll come down, and I'll just stick it in the bin right at the end,
0:22:16 > 0:22:20so we've got 15 minutes, so in theory I'm supposed to wrap up in five.
0:22:23 > 0:22:26The passengers have to be traced
0:22:26 > 0:22:29so they can open the case in the presence of a police officer.
0:22:31 > 0:22:38OK, what's the passenger's name again? Sorry? 37, Juliet...
0:22:38 > 0:22:4037 Juliet.
0:22:47 > 0:22:49- So, what's the problem? - There's a firearm in there.
0:22:51 > 0:22:54So what are you going to do, open the bag now?
0:23:00 > 0:23:03They haven't called yet, no?
0:23:04 > 0:23:07- That's right, yeah.- What is it? What's inside it?
0:23:09 > 0:23:11SHE SIGHS IMPATIENTLY
0:23:13 > 0:23:18The suspected firearm is just part of a child's Halloween costume.
0:23:18 > 0:23:22Yeah. Fantastic. That's great.
0:23:22 > 0:23:24Kieran, can you stay with the gun?
0:23:28 > 0:23:31The fancy dress accessory has held the flight up
0:23:31 > 0:23:34for a quarter of an hour.
0:23:34 > 0:23:38Finally the toy gun is back in the suitcase.
0:23:39 > 0:23:42You can't take a chance on things like that.
0:23:42 > 0:23:46Safety is our prime thing, that's my role here, is to make sure
0:23:46 > 0:23:49that that aircraft is safe and secure above anything else.
0:23:53 > 0:23:56- ON TELEVISION:- Our customers believe that our professional standards
0:23:56 > 0:24:00will deliver them to their destination in comfort and safety.
0:24:02 > 0:24:0417 months into their training,
0:24:04 > 0:24:08these cadet pilots are being reminded of the stakes.
0:24:09 > 0:24:14Maybe you have just been downright lucky, but maybe, one day,
0:24:14 > 0:24:18when you least expect it, your luck will run out.
0:24:25 > 0:24:30Most people believe the unthinkable will never happen to them.
0:24:30 > 0:24:33If we are to avoid tragedy striking us again,
0:24:33 > 0:24:35you have to go looking for trouble.
0:24:39 > 0:24:41It's normal for us
0:24:41 > 0:24:44to be introduced to things like air disasters,
0:24:44 > 0:24:47cos it's good to put it into perspective.
0:24:47 > 0:24:50I think the danger is, people get complacent about flying
0:24:50 > 0:24:53because you see so many aircraft taking off every day,
0:24:53 > 0:24:57you see so many people going on holiday, and for people
0:24:57 > 0:25:00it's become almost a normal way of life.
0:25:00 > 0:25:03And you forget that if you have these tiny slip-ups,
0:25:03 > 0:25:05these major disasters can occur.
0:25:05 > 0:25:10- RADIO:- Speedbird, speedbird, 95, 95...
0:25:10 > 0:25:14In 2008, both engines on flight BA38 from Beijing stopped
0:25:14 > 0:25:18because of a fuel problem on its approach to Heathrow.
0:25:19 > 0:25:25The lives of 152 passengers and crew were in the hands of its pilot.
0:25:26 > 0:25:30He got the plane down just inside the airport's perimeter
0:25:30 > 0:25:34without a single fatality, an extraordinary display of skill.
0:25:36 > 0:25:40Most pilots will never experience such major engine problems,
0:25:40 > 0:25:42at least not for real.
0:25:48 > 0:25:50What's the plan today, Andy?
0:25:50 > 0:25:54We're doing EFATO, so Engine Failure After Take-Off,
0:25:54 > 0:25:56and other emergencies,
0:25:56 > 0:25:59so we're basically just learning how to fly it with only one engine.
0:26:02 > 0:26:064-2 thrust blue. Thrust set.
0:26:06 > 0:26:10Each cadet pilot has to deal with engine problems in a simulator
0:26:10 > 0:26:14before they'll be allowed to fly passengers for real.
0:26:14 > 0:26:17- Rotate. Engine fire. - BEEPING
0:26:22 > 0:26:24BEEP
0:26:25 > 0:26:28Positive climb.
0:26:28 > 0:26:29Gear up.
0:26:33 > 0:26:37'Being told "engine one on fire" is actually a trigger
0:26:37 > 0:26:39'for going through our drills.'
0:26:41 > 0:26:43OK, got an engine one fire.
0:26:43 > 0:26:45- OK.- How does that feel trim-wise? - Yeah, fine.
0:26:45 > 0:26:48'Rather than being sort of nervous and scared about it,
0:26:48 > 0:26:53'it just hits you, and you go, "Right, I need to do this, this, this,
0:26:53 > 0:26:55'"and then we'll all be safe".'
0:26:55 > 0:26:58Snatched it a bit too fast on the rotation rate,
0:26:58 > 0:27:02so then I released it too quickly so it dropped quite a lot.
0:27:02 > 0:27:05And do you know what, it's good that you've witnessed that.
0:27:09 > 0:27:12At British Airways we train our test engine failure fly-in
0:27:12 > 0:27:14every six months,
0:27:14 > 0:27:16and that ensures that the guys have got top-class skills
0:27:16 > 0:27:18and that they're able to competently
0:27:18 > 0:27:21and confidently handle an engine failure.
0:27:21 > 0:27:22OK, so just let me know
0:27:22 > 0:27:25when you've settled down and we'll fly it down to a minimum.
0:27:25 > 0:27:29- OK, I think I'm ready. - Excellent. You have control.
0:27:29 > 0:27:32I have control.
0:27:32 > 0:27:33Is it a common occurrence?
0:27:33 > 0:27:36No, not at all. And this is the reason that we have the
0:27:36 > 0:27:39training so often, is because it requires precise handling
0:27:39 > 0:27:41but it doesn't happen very often.
0:27:41 > 0:27:43Minimum. Go round. Go round, flat.
0:27:43 > 0:27:44Go round, flat.
0:27:44 > 0:27:46'The only way that we can keep the skills up
0:27:46 > 0:27:49'is by training in the simulator every six months.
0:27:49 > 0:27:52Don't sink, don't sink.
0:27:53 > 0:27:5515 years I've flown and I've not had engine failure,
0:27:55 > 0:27:57touch wood.
0:27:57 > 0:28:00- And do you want one though?- No.
0:28:00 > 0:28:04- V1. - BEEPING
0:28:04 > 0:28:06Continue engine fire, rotate.
0:28:14 > 0:28:16Positive climb. Gear up.
0:28:17 > 0:28:19BEEP
0:28:19 > 0:28:21- How does that feel trim-wise? - Yeah, quite good.
0:28:21 > 0:28:27Lovely rudder control on the sense line. Perfect, really nicely done.
0:28:27 > 0:28:33So, um, if I could have the gear down, please. Power break on.
0:28:33 > 0:28:35BEEPING
0:28:37 > 0:28:39OK, absolutely great with the rudder control,
0:28:39 > 0:28:41absolutely immaculate.
0:28:43 > 0:28:46Every simulator session is four gruelling hours.
0:28:46 > 0:28:50Cadets have 12 of these in total.
0:28:50 > 0:28:53We didn't quite get everything done we wanted to get in
0:28:53 > 0:28:56but I'm sure we can pick it up in the next couple of details.
0:29:01 > 0:29:04'When you come out you are absolutely exhausted.
0:29:05 > 0:29:09'It's really, really tiring.
0:29:09 > 0:29:12'Your mind itself just feels really tired
0:29:12 > 0:29:16'on the amount of new information and the amount of practice
0:29:16 > 0:29:21'and concentration that you've had to put in on this four-hour session.'
0:29:21 > 0:29:24See how we're doing for time.
0:29:24 > 0:29:27If Andy passes and makes it to his first flight,
0:29:27 > 0:29:31his starting salary will be just over £30,000.
0:29:31 > 0:29:35In time, that could rise to over £100,000.
0:29:36 > 0:29:38All right, cool.
0:29:40 > 0:29:44Baggage is good money but the pilots is GOOD money, yeah.
0:29:44 > 0:29:49So that's about it, but no... Pilots, you get pilots that
0:29:49 > 0:29:52come down here, they say hello, they talk to everyone.
0:29:52 > 0:29:56No, I wouldn't say they're posh, no. You get good and bad in everyone.
0:29:56 > 0:29:59There's probably baggage handlers you'd think, "Oh, my God, he..."
0:29:59 > 0:30:01Do you know what I mean?
0:30:01 > 0:30:03People will probably think baggage handlers are all common.
0:30:03 > 0:30:07Pilots you'll see, there probably is a few posh ones.
0:30:07 > 0:30:11I just think, do you know what, when you've worked as hard as they have,
0:30:11 > 0:30:15and, yeah, and you've got that much responsibility on a flight,
0:30:15 > 0:30:17you can be who you want to be.
0:30:24 > 0:30:29Competition for lucrative long-haul passengers is fierce,
0:30:29 > 0:30:33so the airline has to use every possible advantage to encourage
0:30:33 > 0:30:36people to fly with them instead of rival carriers.
0:30:43 > 0:30:47One such advantage is the ability to co-ordinate connecting flights
0:30:47 > 0:30:50in and out of its hub at Heathrow...
0:30:50 > 0:30:52Effectively before operational decisions
0:30:52 > 0:30:55we are still using the Fico weather.
0:30:55 > 0:30:59..flying passengers in from around Europe and feeding them on to
0:30:59 > 0:31:01long-haul departures,
0:31:01 > 0:31:03and transferring intercontinental arrivals
0:31:03 > 0:31:05out onto its shorter, European flights.
0:31:09 > 0:31:15On the 143 today there are 49 passengers inbound off the 098.
0:31:15 > 0:31:16Right.
0:31:16 > 0:31:20Are you able, please, to have a look to see where in the system they are?
0:31:20 > 0:31:23With a third of all its passengers making these transfers,
0:31:23 > 0:31:26it desperately needs the connections to work.
0:31:28 > 0:31:31Get it wrong, and long-haul passengers could be tempted
0:31:31 > 0:31:34to fly with other airlines through different countries.
0:31:38 > 0:31:41It's another challenge for Kevin.
0:31:43 > 0:31:46By my calculations they've got below minimum connection time.
0:31:51 > 0:31:53Hello, sir.
0:31:53 > 0:31:57At the gate, Toni Friend is boarding some of the late passengers.
0:31:57 > 0:32:00She's hoping all will make it.
0:32:00 > 0:32:02- Can I look at your passport, sir? - You may.
0:32:02 > 0:32:04Thank you very much indeed. Enjoy your trip.
0:32:04 > 0:32:06Thank you for choosing British Airways.
0:32:06 > 0:32:0912 to come. Are we going to get them?
0:32:09 > 0:32:12I don't know. She's just put the last call out.
0:32:13 > 0:32:15F12, the yellow key.
0:32:17 > 0:32:22TANNOY: This flight is closed and waiting to depart.
0:32:24 > 0:32:28Well, one never knows really, but you always get a few passengers
0:32:28 > 0:32:33who are held up at security, or they're connecting to this flight
0:32:33 > 0:32:36and they've got caught up in connections, or the flight's
0:32:36 > 0:32:40come in late from another terminal, so it can happen.
0:32:40 > 0:32:41Hello, sir.
0:32:44 > 0:32:47And if you just go round, sir. That's good.
0:32:48 > 0:32:51With just 12 minutes till push-back,
0:32:51 > 0:32:54Toni is on the hunt for four missing passengers.
0:32:54 > 0:32:57Are you going to Miami?
0:32:57 > 0:32:59- No.- Thank you.- Perhaps next year...
0:33:00 > 0:33:02Are you going to Miami?
0:33:02 > 0:33:06- No.- No, OK, thank you.
0:33:06 > 0:33:08No. Not looking good, is it?
0:33:11 > 0:33:14The nightmare of all nightmares is if we start getting red bags,
0:33:14 > 0:33:17which is when a passenger basically just doesn't turn up
0:33:17 > 0:33:21for its flight. And it happens a lot.
0:33:21 > 0:33:23We've got a red bag. Happy days.
0:33:23 > 0:33:26- We've got loads of red bags. - We've got loads of red bags.
0:33:26 > 0:33:27Four red bags.
0:33:28 > 0:33:30I think it is red for danger.
0:33:30 > 0:33:32It doesn't mean it is red.
0:33:35 > 0:33:39Now the bags are off, the passengers won't be flying.
0:33:40 > 0:33:43All I know is, I take the bags off.
0:33:43 > 0:33:46I don't deal with passengers, thankfully.
0:33:46 > 0:33:48- That's the dispatcher's call. - Why thankfully?
0:33:51 > 0:33:53It's hard enough as it is, let alone dealing with passengers.
0:33:55 > 0:33:58All our passengers are absolutely wonderful
0:33:58 > 0:34:01and nobody misses a flight intentionally
0:34:01 > 0:34:03and we certainly don't want them to miss.
0:34:03 > 0:34:07We want to get them on their way. Ah.
0:34:07 > 0:34:09- Are you going to Miami?- Uh-huh.
0:34:09 > 0:34:13I'm very, very sorry... I'm really sorry.
0:34:13 > 0:34:17Sir, I'm really, really sorry but you've missed the flight.
0:34:17 > 0:34:19Yeah, but it's not my...
0:34:19 > 0:34:24I know, I know. I'm so sorry, especially having you.
0:34:24 > 0:34:27You don't want to miss your flight. It's a long day anyway.
0:34:27 > 0:34:31The four missing passengers have arrived, but their flight has left.
0:34:34 > 0:34:36HE SPEAKS IN SPANISH
0:34:59 > 0:35:02We have 300-odd people on that flight
0:35:02 > 0:35:05and how long do you hold it, waiting for people,
0:35:05 > 0:35:08when you don't know how far or how long they're going to be?
0:35:08 > 0:35:10They might be shopping, they could be anywhere.
0:35:10 > 0:35:16Hello, it's Ellie. Hello. We've got a 15-minute delay on the Miami.
0:35:19 > 0:35:22It's a shame, but all the delays cost the company money
0:35:22 > 0:35:26so we have to be as quick as we can to get the aircraft flying.
0:35:28 > 0:35:32A delay of just 15 minutes can knock on through the schedule
0:35:32 > 0:35:34and cost tens of thousands of pounds.
0:35:36 > 0:35:38We've got four seats for you, so...
0:35:40 > 0:35:41Yes, you're going today.
0:35:44 > 0:35:48Can I help? Yes?
0:35:51 > 0:35:54Let's go for a lie-down.
0:35:54 > 0:35:55Don't stall.
0:35:55 > 0:35:58Seat belt, Mr Sweeney.
0:36:02 > 0:36:04Do you know your way back?
0:36:04 > 0:36:08It's the longest Miami in history, isn't it?
0:36:16 > 0:36:19Back in the terminal, David is on the lookout for people to help.
0:36:23 > 0:36:25I'm fortunate to be one of the few staff
0:36:25 > 0:36:27that's got three golden tickets,
0:36:27 > 0:36:31which is what gold card holders give to us
0:36:31 > 0:36:34when you've achieved really high standards of service.
0:36:34 > 0:36:36Sir, are you OK? Are you all checked in?
0:36:36 > 0:36:40Gold cards are held by the airline's most frequent flyers.
0:36:40 > 0:36:44Only they have the special privilege of awarding staff a golden ticket.
0:36:44 > 0:36:47No, we can get you all checked in. Where are you travelling to?
0:36:47 > 0:36:50- Hong Kong.- These are your three baggage receipts.
0:36:50 > 0:36:52Keep those nice and safe.
0:36:52 > 0:36:55Would you happen to have my frequent flyer number in there?
0:36:55 > 0:36:57I'll just check for you.
0:36:57 > 0:37:00- But there is a lounge in that concourse?- There is, over at B, yes.
0:37:00 > 0:37:04Here you go, there's £15. Thank you.
0:37:07 > 0:37:10A golden ticket is the airline's equivalent to a gold star
0:37:10 > 0:37:12on a school report.
0:37:12 > 0:37:16There was a little old lady... Sounds like the cliche, doesn't it?
0:37:16 > 0:37:19..the little old lady going to see her daughter,
0:37:19 > 0:37:21somewhere in Europe, I can't remember now,
0:37:21 > 0:37:24and she was very upset. She'd recently lost her husband.
0:37:24 > 0:37:27I took her through to the lounge, sat in there with her,
0:37:27 > 0:37:30had a cup of tea with her for about an hour, calmed her down,
0:37:30 > 0:37:33went back and collected her, to take her to her gate, like a couple
0:37:33 > 0:37:37of hours later, and again it was the gold card holder sitting
0:37:37 > 0:37:40in the lounge that had recognised that, and came and said, "I want
0:37:40 > 0:37:44"you to have this, you've looked after the old lady, and well done."
0:37:47 > 0:37:52I'm always on the prowl. And it's not about that.
0:37:52 > 0:37:56I just feel that it makes you... You know, when they give them to you,
0:37:56 > 0:37:59it makes you proud that you know you've done a good job.
0:37:59 > 0:38:02It's not about getting the next golden ticket, it's just
0:38:02 > 0:38:05about being consistent across the board, looking after the passengers.
0:38:05 > 0:38:08- OK.- Do put that on there.
0:38:11 > 0:38:12And that very heavy bag.
0:38:15 > 0:38:17It's a porter's service, isn't it? Right, OK.
0:38:20 > 0:38:24If they were giving out knighthoods of customer service,
0:38:24 > 0:38:28I'd like to think I was at the front of the queue for that.
0:38:28 > 0:38:30Yes, I'd put those away safe because you're not going to need
0:38:30 > 0:38:33those till you get to the gate, all right? Take care.
0:38:33 > 0:38:35Thank you, bye-bye, Mr Bushby.
0:38:35 > 0:38:37Why are you somebody who is...
0:38:37 > 0:38:39- Special?- Yeah.
0:38:40 > 0:38:44I don't know, probably if they could clone me and have a thousand of me,
0:38:44 > 0:38:48they'd be very, very happy. But, I don't know.
0:38:48 > 0:38:51It's just something within me that I've got,
0:38:51 > 0:38:53of delivering what they want.
0:38:56 > 0:38:59David may meet and greet passengers,
0:38:59 > 0:39:01but someone else has to pick up after them.
0:39:05 > 0:39:09The airline's unseen workforce of contract cleaners
0:39:09 > 0:39:11are known as aircraft groomers.
0:39:15 > 0:39:19Mr Williams? Milk tray over there,
0:39:19 > 0:39:22and this milk tray. Clean. Thank you.
0:39:25 > 0:39:29Today's lead aircraft groomer is Christina Mattah,
0:39:29 > 0:39:34a Romanian handball player and trained accountant.
0:39:34 > 0:39:38She's in charge of a team of 11 who have a target of just 75 minutes
0:39:38 > 0:39:40to clean this aircraft.
0:39:40 > 0:39:42It's coming from India. It's very, very dirty.
0:39:42 > 0:39:47It's taken more than one hour and a half because all over it's messy,
0:39:47 > 0:39:50food on the floor, on the galley, everywhere.
0:39:50 > 0:39:52If it's coming from America it's all right.
0:39:52 > 0:39:55We can finish even in one hour, one hour and 20 minutes.
0:39:58 > 0:40:01I think people would be shocked at some of the states
0:40:01 > 0:40:03that the aircraft arrive in.
0:40:03 > 0:40:06Certain things that I cannot mention. We actually find...
0:40:06 > 0:40:10One aircraft I was called out by my crew because there was actually...
0:40:10 > 0:40:13I'm going to say it - faeces actually in the club seat, on the floor,
0:40:13 > 0:40:15and the area had just been taped off.
0:40:15 > 0:40:17So I actually came and cleared it up.
0:40:17 > 0:40:19Have you done your lockers yet?
0:40:19 > 0:40:24Former restaurant owner Paul Boswell has come on board to check
0:40:24 > 0:40:25the standard of cleaning.
0:40:25 > 0:40:31He oversees the cleaning of up to 95 long-haul flights each day.
0:40:31 > 0:40:34Has that been reported? Have you told Christina?
0:40:34 > 0:40:37The behaviour of people, I think once they get on board,
0:40:37 > 0:40:40maybe they're in that holiday mode, some people, and it's like,
0:40:40 > 0:40:43"OK, I can do what I want, I'm relaxing," but really?
0:40:43 > 0:40:47They throw food on the floor, drinks are spilled, take no ownership
0:40:47 > 0:40:50at all, but at the end of the day, that's our job, we clear it up.
0:40:50 > 0:40:52I'm going to go to first class,
0:40:52 > 0:40:56because obviously prime passengers, as well as club, they're all
0:40:56 > 0:40:59fine, but cos they pay that extra bit as well, it has to be tip-top.
0:41:00 > 0:41:05- <- Are you a clean freak at home? - Yes. Immaculate.
0:41:05 > 0:41:07One of my specialities, I'm afraid.
0:41:07 > 0:41:11People say my house is like a show house, even though it's old.
0:41:11 > 0:41:13HE LAUGHS
0:41:13 > 0:41:17- You done? Everything? - We ain't got enough blankets.
0:41:17 > 0:41:20With the plane cleaned, time for last-minute cabin checks.
0:41:23 > 0:41:27Sometimes you could get a window blind stuck and when you try
0:41:27 > 0:41:32and free it, it breaks, so we have to replace it.
0:41:32 > 0:41:36Engineer Sajit Hussein is looking for any obvious defects.
0:41:39 > 0:41:43Sometimes, the toilets are not flushing, they are blocked up,
0:41:43 > 0:41:47so we make sure that they work OK as well, like, last-minute.
0:41:47 > 0:41:50Problems caused by the strange things found in aircraft
0:41:50 > 0:41:53toilets make their way back to the control room for lead
0:41:53 > 0:41:56engineer Steve Duffy to deal with.
0:41:56 > 0:42:00Well, we've got in the order of between 2,100
0:42:00 > 0:42:04and 2,200 toilets across all our aircraft and on an average day,
0:42:04 > 0:42:06we will have between four
0:42:06 > 0:42:09and ten unserviceable across all of those aircraft.
0:42:09 > 0:42:12In most cases that we have toilet problems, there's actually
0:42:12 > 0:42:15something in the toilet that shouldn't be in the toilet.
0:42:15 > 0:42:18Whether it will be a towel, a book...
0:42:18 > 0:42:21Gucci wallet is the funniest thing I've seen down there.
0:42:21 > 0:42:25It all adds to the overflow of problems Kevin has to
0:42:25 > 0:42:27face on a daily basis.
0:42:28 > 0:42:32Beneficial, if you can ride a knock every now and again.
0:42:32 > 0:42:36There will be days when you will feel that there's an awful lot
0:42:36 > 0:42:38being thrown at you.
0:42:38 > 0:42:41There are an awful lot of things within aviation that can influence,
0:42:41 > 0:42:46and the vast majority of them are not necessarily controlled by us.
0:42:48 > 0:42:51So there is a front that's going to come through tomorrow that's probably
0:42:51 > 0:42:55going to drop a load of weather on us, rain and stuff like that.
0:43:04 > 0:43:07As well as passengers, the airline flies
0:43:07 > 0:43:10hundreds of thousands of tonnes of cargo every year.
0:43:15 > 0:43:19Most is carried in the bellies of its passenger flights,
0:43:19 > 0:43:22the rest in dedicated freight planes.
0:43:28 > 0:43:31Scheduling them falls to Kevin's team.
0:43:34 > 0:43:37Today, they've been asked to fit in a special flight.
0:43:40 > 0:43:43Welcome, everybody, and thank you very much, our colleagues
0:43:43 > 0:43:46from Oxfam and Save The Children, for coming to the meeting.
0:43:46 > 0:43:50It's incredibly challenging, getting stuff to where it needs to be, as you can...
0:43:50 > 0:43:55You know as well as we do. This is really vital to get this stuff out, so certainly thank you from us.
0:43:55 > 0:43:59The operations team are meeting with charities Oxfam
0:43:59 > 0:44:03and Save The Children to discuss a problem 7,000 miles away.
0:44:03 > 0:44:08REPORTER: This is just the beginning of a relief operation that has no
0:44:08 > 0:44:10clear end in sight.
0:44:10 > 0:44:14Rajini Vaidyanathan, BBC News, the Philippines.
0:44:14 > 0:44:18The airline has already chartered four planes to the relief
0:44:18 > 0:44:22operation in the Philippines. They're providing this one for free.
0:44:23 > 0:44:26But there's a problem.
0:44:26 > 0:44:28The company wants to fly the cargo to Manila,
0:44:28 > 0:44:31but Oxfam and Save The Children want to fly it to Cebu,
0:44:31 > 0:44:36500 miles closer to the heart of the disaster.
0:44:36 > 0:44:40The problem we have with Cebu, which is...
0:44:40 > 0:44:43The airport itself, we can get down on the airport,
0:44:43 > 0:44:46land on the runway and we can taxi.
0:44:46 > 0:44:49The latest estimate's we'll be waiting for around 15 hours
0:44:49 > 0:44:51to have cargo offloaded.
0:44:51 > 0:44:54And that's something that we really would struggle with.
0:44:54 > 0:44:58The nearest airport at Cebu is overwhelmed in the wake
0:44:58 > 0:45:00of the storm.
0:45:00 > 0:45:03The operations team are concerned the aircraft may get stuck there.
0:45:03 > 0:45:08Difficulty will be the cargo, if it goes to Manila, may end up
0:45:08 > 0:45:14having arrived in the Philippines, but then it may end up being stuck.
0:45:14 > 0:45:17And while the goods may offload quicker in Manila,
0:45:17 > 0:45:21to actually physically get them to the end beneficiaries, I think
0:45:21 > 0:45:25we're going to be in a lot better position, a stronger position, if it does go to Cebu.
0:45:25 > 0:45:28In a nutshell, it's about the provision of water,
0:45:28 > 0:45:33the provision of sanitation, toilets, communications equipment,
0:45:33 > 0:45:39and also we're providing what are called pee-poo bags. Um...
0:45:39 > 0:45:42Which is pretty much what it sounds like.
0:45:42 > 0:45:47It's a bag that you pee and poo into, except that it has a chemical
0:45:47 > 0:45:52in it which will very quickly turn it into utilisable compost.
0:45:52 > 0:45:55I was told we had reserves.
0:45:55 > 0:45:58It's another challenge for operations.
0:45:58 > 0:46:01So we'll leave it an open time till 15:00 and then if not,
0:46:01 > 0:46:02we have a plan B.
0:46:02 > 0:46:06'By the nature of the events which we are trying to support, they're
0:46:06 > 0:46:09'often to parts of the world that we don't necessarily routinely fly.'
0:46:09 > 0:46:14So some of our flight planning teams will have to work exceptionally
0:46:14 > 0:46:17hard to find routes that we can fly safely into these areas
0:46:17 > 0:46:21and get these guys to where they need to go
0:46:21 > 0:46:25but also back again with as little disruption to the remaining
0:46:25 > 0:46:26schedule as possible.
0:46:26 > 0:46:30Oxfam will take any help, whichever airport is agreed.
0:46:30 > 0:46:33The type of planes which BA has provided for us,
0:46:33 > 0:46:36the cost per hour of an asset like that is extremely high,
0:46:36 > 0:46:40so I can see 15 hours for a plane to be sitting there, doing
0:46:40 > 0:46:44nothing, for a professional mover of freight like British Airways is...
0:46:44 > 0:46:48Well, it's a nightmare for them.
0:46:48 > 0:46:52We're not compelled to support these organisations.
0:46:52 > 0:46:54It's something we choose to do
0:46:54 > 0:46:58because we see the benefit that we can bring, the facilities
0:46:58 > 0:47:02and the resources and the people that we have who work for BA, that
0:47:02 > 0:47:06can help and support often situations that other organisations can't.
0:47:14 > 0:47:16After almost two years,
0:47:16 > 0:47:21Andy and Joel have finished their course and passed.
0:47:21 > 0:47:23Today, they'll get their wings.
0:47:25 > 0:47:28Andy, pleased to meet you.
0:47:28 > 0:47:31It's almost two years to get to this point and obviously,
0:47:31 > 0:47:34it's just sort of the end of the beginning, really.
0:47:34 > 0:47:36There we go, how's that?
0:47:36 > 0:47:40It is one of the proudest and happiest days of my life.
0:47:40 > 0:47:44It's almost a badge of honour to show what we've come through
0:47:44 > 0:47:48and to show that we are a professional BA pilot.
0:47:53 > 0:47:57Andy and Joel are now first officers.
0:47:57 > 0:48:01Today, they'll both fly Airbus A320s for the first time,
0:48:01 > 0:48:04with up to 162 passengers on board.
0:48:04 > 0:48:07It's the day before Christmas today.
0:48:07 > 0:48:11But the anticipation is much greater than any Christmas I've ever,
0:48:11 > 0:48:13ever had before, to be honest.
0:48:17 > 0:48:21Obviously, we've got full pilot's uniform on, first officer,
0:48:21 > 0:48:25which means I get two stripes on my sleeve.
0:48:25 > 0:48:30At the end of the day, it's just a uniform and obviously, I'm incredibly
0:48:30 > 0:48:35proud to wear it, but...it's just a normal person underneath.
0:48:35 > 0:48:38It makes no difference to who I actually am.
0:48:47 > 0:48:48Before flying,
0:48:48 > 0:48:52they'll both be thoroughly briefed on the route by two senior pilots.
0:48:52 > 0:48:56- Morning, how are you doing? - Very well, thanks.- James.- Andy.
0:48:56 > 0:49:01- So, how are you feeling?- Good, nervous. But excited.- Good. OK.
0:49:01 > 0:49:04What I propose to do is perhaps get you to be handling sector,
0:49:04 > 0:49:09on the initial sector out to Geneva. Strongly supported by us.
0:49:09 > 0:49:11Does that sound like a plan?
0:49:11 > 0:49:14- That sounds great.- Excellent. OK. Terrific.
0:49:16 > 0:49:22- It's a bit like the first day at school.- Yeah, quite a lot like that!
0:49:23 > 0:49:27- <- Have you got butterflies? - Yes, butterflies is a good word.
0:49:27 > 0:49:31It's kind of a nice kind of nervousness.
0:49:31 > 0:49:34I think it's more not knowing exactly how it will be than
0:49:34 > 0:49:37being nervous - I can't do the job - if you see what I mean.
0:49:41 > 0:49:44- It's all pretty much like the simulator.- Yeah.
0:49:44 > 0:49:47Only a bit more time pressure and a bit more going on outside.
0:49:47 > 0:49:50- Yeah.- Yeah. And your first customers are about to get on the aeroplane.
0:49:50 > 0:49:53- Yeah, that's quite exciting. - That's quite exciting, isn't it?
0:49:53 > 0:49:58- That's what it's all about. - Yeah, very exciting.- Absolutely.
0:49:58 > 0:50:00Happy about how to get your seat in the right place?
0:50:00 > 0:50:03Yeah...
0:50:03 > 0:50:04You're going to fly the departure
0:50:04 > 0:50:07so what would you like to look at for your departure...?
0:50:10 > 0:50:13- I suppose we want to have punters, really?- Yep.
0:50:13 > 0:50:16So, Andy's fully qualified in aircraft
0:50:16 > 0:50:19so he'll be doing the take-off and landing today.
0:50:19 > 0:50:22Er, I won't mention it to the customers, simply because, erm,
0:50:22 > 0:50:25Andy is fully qualified to be flying this aeroplane but just in case
0:50:25 > 0:50:28there's anybody nervous around, then we probably wouldn't want to
0:50:28 > 0:50:32say it's their very first day flying with passengers on board.
0:50:32 > 0:50:36- OK.- Yeah, all right. It sounds great.
0:50:36 > 0:50:40Great. So, gentlemen, we're going to start to get quite busy now so, er,
0:50:40 > 0:50:42we'll say thank you very much and... and we'll leave it there.
0:50:52 > 0:50:57Ably assisted on the flight deck today by First Officer Joel Garabidian -
0:50:57 > 0:50:59we'll do our very best to get you all under way to
0:50:59 > 0:51:03Geneva just as swiftly and, of course, as safely as possible.
0:51:03 > 0:51:04Thank you.
0:51:09 > 0:51:12This is your First Officer, Andrew McKellan, speaking.
0:51:12 > 0:51:15Just a quick update from the flight deck. Er, as you may have noticed
0:51:15 > 0:51:18we've started our initial decent down to 31,000 feet.
0:51:18 > 0:51:20In a minute we're just crossing over the Alps, er,
0:51:20 > 0:51:24there should be some good views out the left side and right side.
0:51:24 > 0:51:28We've Monte Bianco, or Mont Blanc, currently sitting out to our left.
0:51:28 > 0:51:31Er, I hope you're enjoying your flight and, er,
0:51:31 > 0:51:35we'll speak to you again once we get on the ground in Pisa. Thanks very much.
0:51:35 > 0:51:37While Andy and Joel got away on time,
0:51:37 > 0:51:40back in Operations another flight's not so lucky.
0:51:41 > 0:51:45Sorry, Kev, the 552 is back on stand to offload a passenger who's
0:51:45 > 0:51:47- having a panic attack. - Panic attack?
0:51:47 > 0:51:50- Panic attack. - OK, good, thank you very much.
0:51:53 > 0:51:58It's not abnormal, it does happen quite often,
0:51:58 > 0:52:02it'll happen because passengers, er,
0:52:02 > 0:52:05when they actually get to the reality of sat at the end
0:52:05 > 0:52:08of the runway and the engines start powering up, and, you know, they
0:52:08 > 0:52:11think they're going to be OK but they then realise they won't.
0:52:12 > 0:52:16Apparently she's been sitting in the terminal for about five hours,
0:52:16 > 0:52:19and then once she got on board she had a panic attack
0:52:19 > 0:52:21- and they had to go back onto stand. - That's fine.
0:52:21 > 0:52:23We don't ever want to take a passenger, er,
0:52:23 > 0:52:27who doesn't want to go, but the knock-on effect is if they have bags
0:52:27 > 0:52:30in the hold, due to security we won't be able to fly with those bags
0:52:30 > 0:52:33in the hold, so the bags will have to be offloaded and that passenger
0:52:33 > 0:52:36will have to be returned to the airport - a team will have to meet
0:52:36 > 0:52:39that passenger and take them back, so it can shake the plan a bit
0:52:39 > 0:52:42and cause a degree of work for the ground staff at the station.
0:52:48 > 0:52:50It's 1am
0:52:50 > 0:52:53at Stansted Airport, where the airline's biggest cargo plane
0:52:53 > 0:52:54is landing.
0:52:56 > 0:52:58Yeah, this is it. It's coming in.
0:52:59 > 0:53:03The company's decided to risk sending their donated flight
0:53:03 > 0:53:05directly to Cebu.
0:53:05 > 0:53:07They're keen it doesn't go unnoticed.
0:53:09 > 0:53:13Mary Barry, the airline's charities officer,
0:53:13 > 0:53:15is here to oversee its departure.
0:53:17 > 0:53:19I'm very excited, actually!
0:53:19 > 0:53:22I've been sort of worried that we weren't going to get it
0:53:22 > 0:53:25into Cebu - it's really good to know that it's getting as close
0:53:25 > 0:53:28to the disaster region as we can make it, really, which is fantastic.
0:53:32 > 0:53:33It's like a spaceship.
0:53:34 > 0:53:37The airline's sending their cargo expert, Steve Rook,
0:53:37 > 0:53:41to make sure the aircraft is turned around as quickly as possible.
0:53:42 > 0:53:44As the aid gathers momentum there's a lot of freight,
0:53:44 > 0:53:48a lot of cargo going into Cebu, so it has been quite congested.
0:53:48 > 0:53:52I'll be there on the ground, hopefully, to get this aircraft serviced as quickly as possible
0:53:52 > 0:53:56- so it can return to its normal schedule. - Knocking heads together?
0:53:56 > 0:53:59Not so much knocking heads together, but using a calm approach
0:53:59 > 0:54:02and explaining to people what exactly is required.
0:54:06 > 0:54:11Mainly sanitary equipment, toilets, latrines and suchlike.
0:54:11 > 0:54:15There's also been a very kind donation by the Queen of Spain
0:54:15 > 0:54:17of med...medical supplies.
0:54:17 > 0:54:19The Queen has requested a photograph of her shipment being
0:54:19 > 0:54:21loaded on the aircraft.
0:54:21 > 0:54:22What's your photography like?
0:54:22 > 0:54:25Poor, that's why I've got a professional doing it for me!
0:54:25 > 0:54:29And I believe the Queen also wants a photograph of the offload in Cebu.
0:54:34 > 0:54:38It's a special moment, isn't it, really? You know, it really is.
0:54:41 > 0:54:44There's a lot of hard work that's sort of gone into pulling all
0:54:44 > 0:54:47this together and then just to sort of see it coming together is
0:54:47 > 0:54:49just really fantastic.
0:54:49 > 0:54:51We'll be sending out the basics of life,
0:54:51 > 0:54:53and not to have them must be absolutely horrendous,
0:54:53 > 0:54:58so I truly believe this makes a difference, I really, really do.
0:54:58 > 0:55:00120 tonnes of emergency aid
0:55:00 > 0:55:02is on its way to the Philippines.
0:55:04 > 0:55:0712 hours after the plane lands there, it's scheduled to be
0:55:07 > 0:55:11back in the system on a commercial cargo flight from Hong Kong.
0:55:18 > 0:55:21'I'm very fortunate that I live in a comfortable environment
0:55:21 > 0:55:24'where, you know, you only need to look on the news that around the
0:55:24 > 0:55:26'world there are people who are far worse off than us,'
0:55:26 > 0:55:30and if I think I can come into work and do something that will help those people and
0:55:30 > 0:55:34make their situation better, I feel very important - very fulfilling.
0:55:41 > 0:55:45After a quick turnaround in Geneva, Joel has flown the return leg
0:55:45 > 0:55:48of his maiden voyage and is about to land back at Heathrow.
0:55:55 > 0:55:58- How was that? - Oh, it was amazing.
0:55:58 > 0:55:59Did you land it?
0:55:59 > 0:56:01Yes, that was my... that was my landing.
0:56:01 > 0:56:04- Good landing?- Sorry?- Good landing?
0:56:04 > 0:56:07Yes, it was lovely, actually. Went a little bit high towards the end
0:56:07 > 0:56:09but it...it recovered nicely so, very happy.
0:56:11 > 0:56:12Thank you.
0:56:12 > 0:56:16Quite an intense experience so recalling the whole thing is, er,
0:56:16 > 0:56:19probably going to be quite difficult, but... I think
0:56:19 > 0:56:23I'll remember the feeling rather than the actual experience itself.
0:56:23 > 0:56:26- Bit like a wedding day? - Exactly, yeah.
0:56:27 > 0:56:28Thank you.
0:56:28 > 0:56:30Thank you, bye.
0:56:33 > 0:56:37Andy is also landing at the end of his first flight.
0:56:37 > 0:56:39He's flown both legs of the trip to Pisa.
0:56:43 > 0:56:45I think I still need to finesse my landing technique.
0:56:45 > 0:56:48Hopefully I can get them a bit smoother.
0:56:48 > 0:56:49It finally does feel real.
0:56:49 > 0:56:53It's nice sort of being in control of a big aircraft. It does
0:56:53 > 0:56:59sort of empower you as such and it is, it's a really nice feeling.
0:56:59 > 0:57:03Joel and Andy are the first cadet pilots trained by the airline
0:57:03 > 0:57:05to land at Heathrow for over a decade.
0:57:07 > 0:57:10It's hard to express actually, I think, how tiring it is,
0:57:10 > 0:57:13you know, doing what he's doing, today, coming in here
0:57:13 > 0:57:16for his first day commercially. There's an awful lot going on.
0:57:16 > 0:57:18He's learning at a great rate, actually, which is
0:57:18 > 0:57:20the aim of the game.
0:57:23 > 0:57:25After flying this I'm now off to jump on a different aircraft
0:57:25 > 0:57:29to fly off to Pisa for the night, er, sorry, Helsinki for the night.
0:57:29 > 0:57:31Andy is now part of BA...
0:57:33 > 0:57:36- Any thoughts?- Erm, to be honest, I'm getting quite tired now.
0:57:36 > 0:57:39OK. Let's all do that then.
0:57:39 > 0:57:43..one of 40,000 employees in a very British airline.
0:57:47 > 0:57:53Until you move around the airline and meet the various different people,
0:57:53 > 0:57:57you don't necessarily comprehend how much it takes
0:57:57 > 0:58:02everyone to deliver their little bit to make the whole picture work.
0:58:04 > 0:58:08People do feel like they belong to BA and they are part of BA
0:58:08 > 0:58:12and that's why people will stay, er, stay working for BA.