British Airways is one of the UK's most visible brands it sells Britishness as a mark of quality some passengers are happy to part with small fortunes to fly in its first class a one-way fare is just over $10,000 but in the last decade the business has faced financial crisis today more people fly easyJet than ba will fly to the same destination so what can we do to stand out as the airline reaches a turning point our cameras have been allowed unique access to its inner world from the top-level decisions we're not as big in China as we should be so getting this right is very important to the daily challenges of its global operation five five two loans back on stand off l'eau de passion here having a panic attack we've been following some of the airline's 40,000 staff to know what the pressure is on as they work to meet exacting standards no disappointed in this episode we'll reveal how they manage their massive overseas operations you don't want to be scary to your team but you know sometimes you have to be and brave the weather in New York this is quite severe we are expecting anything up to 10 to 12 inches of snow for the cabin crew it's make-or-break as they enter the final phase of their training is that the proper way to taste wine by making that sound and the airline opens our new route to China encounter say London yo-yo Saturday afternoon in London's Chinatown the Airlines trying something different there you go sweet taste of success fortune cookies we have to be quite selective with the cookies because we've only got a limited number so ideally we'd rather give them to people who live and work in the UK as opposed to tourists they're not trying to muscle in on crispy dark and takeaways you speak mandarin they're here to learn new staff to crew a new route to China we are recruiting Manuel speaking cabin crew for our new route to Shendu in China starting in September have you ever thought of becoming cabin crew now can you teach many more money yes of course I knew you okay also teachers watch your kids a coach speaks Amanda Lee eyes teacher emerging from a difficult decade the Airlines looking to the future and for any business that wants to expand China is the fastest-growing market in the world there are now more than a million millionaires in China the highest concentration outside of America for an airline looking to fill its first and business class cabins it's a potential bonanza already flying to Beijing Hong Kong and Shanghai the company's chosen chengdu as its fourth destination in China at Chengdu Shang léo airports 42 year old women can is in charge of flying the flag for the new operation that's very nice it's very stylish yes it smelt okay the fonts are okay the wording is okay very nice a Hong Kong native but educated in Essex wyman is one of the airline's most experienced airport managers as you can see we're testing the fit screens as well ba 88 is being displayed baat a being the flight from Chengdu to London and 88 is an auspicious number in a Chinese numbering system it signifies wealth so hopefully prosperity for British Airways and for customers Wyman has a challenge on his hands in the race to compete in the Chinese market the company is behind Lufthansa and Air France have three times the amount of seats flying to mainland China even Finnair has more capacity than ba all our contractors will be the first time they see the aircraft and service the aircraft so things will probably be much more slower than normal with the opening of the Chengdu route just weeks away he urgently needs to cut through the red tape there's been some misunderstanding with the way include a nozzle normally fill paper working in the way it was expected to be filled in by changes okay doing business in Hong Kong is much more straightforward than in Chen do they don't tend to think of the box as we would do in Hong Kong so sometimes yes is spelt and OH everything the airline does in the airport from cleaning to catering from check-in to baggage his Wyman's responsibility with his deputy Benny Wong he must also check the lounges are up to the expectations of the airline's most particular passengers and he's worried that this one is not up to scratch what was up as a woman who's even living in China Jimmy told me to yoga band and better yoga and some of the food on display may challenge Western palates we will be sprucing up the food offering at the moment is all very local there but ducks tongue while the airline is looking to the future with Chengdu no destination represents its past and present as keenly as New York the airline's been ferrying high flyers to the Big Apple since the fifties you'll meet people rather like yourself most of them are men with an interesting job to do and most of them are approaching the top of the tree useful people to get to know today New York retains the highest concentration of billionaires in the world and with London not short of super-rich either the Airlines route across the Atlantic known as the Blue Ribbon is its biggest money spinner this is too short so I'll be retiring up the company's top man at New York's JFK Airport is Allen Ely he has his own distinctive sense of style pink is an iconic part of an Allen outfit the Purple's nice little Dottie goes a long way I absolutely think it's vital to bring a little color into the world when I go in my wardrobe or closet as we say over here in the States usually there's something black there's something blue over something great I bring the color into the world with my personality and then I add a tie for good measure Allen started as cabin crew and worked his way up through the ranks in the company over 23 years I know that always dream of being pilots I always wanted to be a flight attendant or cabin crew as we call it in England I always wanted to be the person interacting with the people that are going on holiday because those people are always so happy I think I have quite a critical eye and I ask all of my staff to walk around with a critical eye we have to be looking at everything but the customers going to see an experience and also everything that our staff are going to experience when they're in the work environment British Airways Terminal seven at JFK is special it's the only u.s. terminal run by a non-american airline with the eyes of the business very much on him Allen's managerial style is as fastidious as his suits you'll see me walking along and doing things like this and that is literally to just get the scuffs off the floor because when you then step into the environment it looks nicer you'll see me do that and don't think it's strange I feel like I'm responsible for it and it's things are not as they should be I feel personally disappointed sorry and it's not they're not coming off so I have to call maintenance providers and they'll come up and bottle floor every little detail counts in an operation so valuable to the company Allen's pride and joy is the Concord room terminal sevens most exclusive lounge how are you entries reserved for those willing to pay the price of a small car to fly first-class a standard one-way fare from New York to London is just over $10,000 our customer wants to walk into an area that feels like a sanctuary and doesn't feel like an hour we have the whiskey bar we have the vodka bar and then my personal favorite of course is the champagne I was coming in here and making my choice I think tonight I've been going for the pink champagne the long period of course we have tenderloin duck breast sea bass a vegetarian option wild mushroom risotto which is absolutely delicious I have that last week what we ensure is that everything is made with fresh ingredients customers want something fresh simple tasty the only thing missing from the Concord room is Concord if you cast your mind back a couple of decades and the gwamorous era flying super with supersonic Concorde that would be parked right there so the customers would be looking out onto the aircraft step around the corner and board it directly from the lounge as the supersonic plane was only operated by Air France and be a Concorde offered a competitive advantage being part of the Concorde fleet generates a real sense of enthusiasm amongst the crew the highest training standards and keen competition make them intensely proud of their professionalism it gave the company a huge feeling of superiority which was underlined throughout training at the airlines base in crane Bank Maggie what do you think your main learning point was from that session I imagine it's very important to know one's individual role and the role of one's colleagues in order to achieve the continuity of service but at the beginning of the new century the era of supersonic travel came to an end Air France had a disastrous crash a 911 caused such a decline in the airline industry that Concorde became uh neck anomic to operate but the airline's vision of service is still taught at crane Bank just outside he throw these cabin crew recruits are in the fifth week of a six-week course select it from thousands of hopefuls they've made it through the intensive safety and medical training what I normally do is make sure that I've got the long bit just here on lock in my right hands now they're getting ready for a new test customer service Alice Kennedy joined because of her love of planes I've always been an absolutely huge plane geek and so this has just been always like my dream job for Jodi Paris it was the sense of adventure I won't see the world and what a better way to do it working for British Airways but to achieve their dreams they have to prove that they can serve the airlines most lucrative customers in its business class known as club world we do have very important customers in club welt so if a customer asks you for something just to it straight away that will go a long way because it shows to them that you actually listened and then you you care about them and that expectation earning relatively low wages few of the recruits would normally travel in such comfort I haven't actually flying in club world but my sister and brother own or have and loved it when I think club world I think premium I think luxury like Judy said I just think it's sounds posh and you get a lot more not just on the plane but obviously before in the lounges and things like that but it's vital they learn how to communicate with this kind of customer you might find sometimes and resistance from customers because they're not they're generally not used to be told what to do and then suddenly they get on board an aeroplane and we tell them that they can't smoke they can use the mobile phones they need to fasten a seat belt need to put the seat up right so it is very important how we gauge that conversation and the the tone that we use as well as the face of the airline cabin crew have to meet expectations discipline is key I'm going to take you upstairs to my office I just need to have a quick chat with you alright during training any failure to meet standards from the wrong kind of makeup to lateness receives what's called a snapshot warning I understand your frustrations Morni we are well aware that there is an incident on the m25 this morning there was a lorry that was on fire so we have got quite a few people that are running late because you were late we are still going to give you a snapshot yeah it took it because punctuality is key to British Airways if a recruit accrues four snapshots they're out closely under scrutiny is Jodi yeah I'm in trouble I've got three snapshots having done well in some of the medical training she's finding this part of the course more difficult I've been focused for out this whole course yeah there has been like a few tiny hiccups but not major behavior problems you know I'm a good girl not not bad person with graduation only ten days away Jodi can't afford to put a foot wrong what they go to a bit more detail about the quality today trainer Leslie grant will be introducing the trainees to the airline's version of fine dining the quality or the taste of the meat how's that going to taste what aren't what I'm saying is I'm not expecting you to walk down the aisle and have you know this is your hair food should beef this is not just food it's Club world food no but I am expecting you the expectation is there for you to be able to describe that food to our customers effectively recruits need to know what's on the menu where it's from and how to pronounce it brioche is nice where we are she's like chocolate chips and bread it's a chilled rectangular mousse at face it could be served a sweet or savory so it's not cheese no chicken Organic basically it's a chicken that's been fed corn at the airline not all training happens in the classroom 24-year old law graduate Tom Cannell is heading to a special posting all up to the Big Apple for a year New York Tom's being groomed as the next generation of manager regarded sure but hey huh and he's on his way to JFK to learn from the best there you go be a cabin crew the company's massive they give you every opportunity to succeed I don't know frv the next really wash but one day you never know but even graduate trainees sometimes need a little help it's the folding up I'm not very good at especially with shirts so I guess mum will have to help me come on mother please can you fall down please you got all you underwear anything no I think the under air are in the wash and Jack's probably nicked a few as well Jack's my brother by the way on his way to his new job tom is flying on one of the company's most elite services London City Airport to JFK just saying close memories is a minor bruising with Concorde pensioned off to airplane museums this a318 has taken over its flight number and callsign speedbird 0:01 it flies at half the speed but it's as close to a private jet as the airline can manage and boasts only 32 seats a return ticket on this flight will cost upwards of 3,000 pounds and that means a rack of lamb to rival Tom's mother's roast there are some amenities with these people playing despite a New York it's a sort of money on a dream or I went shopping with parents spent about five sorry I am tomorrow around 25 million passengers arrive at JFK every year its latest arrival is about to meet his new boss good morning sir how are you I'll go see you live get on very well thank you when the customers come in the lounge's arrived here with the exception of the Conchords only go up I'll just show you Allen will be taking Tom under his wing as he shows him how to run an airport good morning Khalid you are morning ladies good morning how are you wait a couple more moments just in case anybody else is going to join but in the meantime I would like to introduce Tom canal Tom's biggest challenge will be working with Allen's 500 strong team many have several decades more experience than him so we finally got the approval from the Port Authority to replace the two escalators going from the departures level down to the arrivals level don't try and walk on two jet bridge number four because it isn't there the door has to be closed for the Jefferies job to be operated there's no one Allen's first lesson for Tom is how to handle a roomful of New Yorkers who are not shy with their opinions a first-class in the business class baggage they always hear the first-class passengers say oh I'm expedited to immigration but now I have to wait for this bag yes you're absolutely correct those counselors a designated first class should be the first council followed by the business class counts we get the brunt of it I was told off royally the other day by a business class passenger they think they're standing there too long and they do not like it and running back and forth first and business class trying to get them to come with you and some of them hesitate cuz they don't know where you're taking them you know you point is not only well taken it is something that we are absolutely aware that we need to improve significantly on it takes the right kind of person to have the confidence to be able to guide one of those customers around you know they guide a company with 20,000 employees and then one of our team has to guide them around and to an area that they're not familiar with thank you thank you thanks Alice I've been in the States now for 15 years it doesn't really matter how challenging things are I'm always going to be open and honest it's my style and I think that's what's brought me taking me through British Airways for the last 23 years and brought me to this position and people get what they see I'm very very honest I'm very open and I like to engage in people people are fascinating just outside London is the company's headquarters at Waterside airline boss Willie Walsh is meeting with Chinese bankers SIA is done I was going to hand the aircraft model to mr. Walsh TV shooting he shouldn't and Unni sure he's on a mission to strengthen ties with China as the business eyes expansion is critical for British Airways China is the second biggest economy in the world I think in terms of opportunity it's limitless to be honest with you were already behind the competition Willie knows how critical it is to pull off Chengdu we're not as big in China as we should be so getting this right for British Airways is very important with so much at stake the airline's determined to put the right face on things hold forward you also go down so in a Heathrow hangar the Boeing triple7 that's due to make the first flight to Chengdu is receiving a special paint job this place is called Chang no Chandu the vision Chengdu check Darwin did Chen do with gender gender the plane will be flying to China painted as the official mascot of Chengdu the Panda 5,000 miles away in a chengdu shopping center an attempts being made to combine a sense of the airline's Britishness with some local flavors all mixed up in a dance spectacular during rehearsals choreographer Jin tarnan is struggling slightly to try and realize her vision ya-gaus' high solids a loser if her dreams are realized the end result should be ranks of Panda mascots dressed as just about anything that might be considered British from Harry Potter to Premiership footballers and inevitably the royal family to really deliver the cell the airlines also drafted in its own brand ambassadors pilots and cabin crew who've swapped a day of flying for smiling Martha burgeoning hunks of a London yoing one the hope is the event will be so eye-catching the Chengdu public will be inspired to take pictures of the extravaganza and add to the events official post on China's version of Twitter way bore with its 700 million users at home in the UK the airlines been around for years but in China it's just another western brand trying to stand out era work really well I have regarding no food off koalas he'll enjoy an eager crowd the turnout a lot of pandas about though a lot of pandas gonna show it at its home in Hong Kong the company's airport manager for China Wyman is juggling setting up the new route to Chengdu with keeping the existing operation running smoothly Hong Kong is the airline's foothold in China it's part of the colonial furniture a legacy of empire it's been flying here for as long as there's been into continental air travel we're just going to see the cabin cleaning activities its Wyman's job to match british expectations with chengdu staff who have limited experience of international airline standards these are actually quite filthy 400 people can find the tube they've had two meals it's not a pleasant sight but once we turn this aircraft around once it's all cleaned it's spotless Chengdu they don't have as many international flights as Khan condos so they're not so experienced with dealing with long-haul aircraft and their teams are not as big as what we'd like that's why we have some of our people going to Chengdu to support the Kevin cleaning teams there as well as his cleanup operation Wyman's also got a tasting for the menu for the Chengdu route yes it is here it's being devised by chef gwendal Amman on the far end over there we'll have first-class creb world and war traveler we developed three rotation of food so on any one flight that would be probably more than 85 dishes Chengdu is the capital of Szechuan province with a cuisine famed for mouth numbing pepper pig intestines and ducks blood it's quite spicy yes there's a kick to this that's not that you put it any mouth and I'll fix you straight away having been raised partly in China and partly in Essex wyman knows the tastes of both I haven't found their favourite shattering dish yet because I find them too hot it's probably from my time in the UK my personal taste would be I would prefer a venison mesh there's a love ginger flavor to this and these are just a little hint of a green chili oil do you think of Chinese custom I would enjoy that I think to them it tastes would take some getting used to because of the aniseed yeah it seems to me that we kind of struck the right balance between having a Western and a Chinese choice let's hope they can replicate this back in Qingdao in China these are not always as consistent as in Hong Kong with only two weeks left before the launch of Chengdu wyman is feeling the pressure what hi chia-chia how if i hear down you don't want to be scary to your team but you know sometimes you have to be I think every manager has has to have a bit of a scary streak around in to get things moving you for an airport manager handling stress is part of the job sometimes I have sleepless nights trying to cover all the angles it's part of my character as well to show this possibility it's all part of the job and I wouldn't be doing my job correctly if I'd say I don't care in New York trainee airport manager tom is trying to dress the part or haven't seen Alan's dress since I've got a lot to live up to so I'm trying my best day it's a very dapper looking guy and dresses very smartly so I'm trying my best but this is always a challenge to get the tie right don't take two but the tie is the least of Tom's problems with JFK suffering one of its worst winters on record today's not going to be an easy ride what I like to do is just keep updated with the National Weather Service and see what they're forecasting as we go into the evening rain and sleet before 10:00 blustering 22 mile an hour winds and another three to five inches of snow this is quite severe we need to make sure that we're able to bring our aircraft in safely offload bags cargo the customers safely and we have done some tactical delaying of services out of some tactical cancellations I have four flights that I've taken out of the program today they will come in from London and they will not depart from Kennedy running the operation at Terminal seven means Alan has to keep track of all possible diversions to his planes and the captain was just thinking about diverting and he gives Jack a ahead stop there's really nothing and available to him until he goes down into plot probably Florida and that does not make sense to divert into Orlando a Miami which for the East currently in the diversion points do need to get stuck there serve your fuel and go because there are no hotel rooms available for the customers or even approved with flights canceled and delays do it means passengers will be looking to the team for solutions with the pressure on Tom needs to prove he can take charge on a challenging day like today it is critical for Tom to engage the experts your success is based on engaging the people that have been through this numerous times before when asking for their support they will guide you assist you and help you succeed the only issues we may have is subject to gate space weather and what runways they're landing on it may take an extra time coming after the gate so the departures might be just a little later than we predict anything else no Tom customers are gonna come in a little bit anxious look worried to know whether their flights are going to depart or not just reassure them share information with them the big smile is the big welcome uniform standards obviously just make sure you you're looking tip-top I love that expression what movies they're from you love it it's always a challenge to get the respective people that then a lot the times double my age and I'm managing people that my mom and dad's age that's right now I think they're doing that I'll take a job do you mind just letting people know about the duty-free which can be challenging at times to get that respect everyone that works here all the staff they've been through thick and thin oh really not in there is it well one area I need to improve on that he's toughing up a little bit and I probably sometimes and too nice you are going to have to be tasking out and and you're going to have to be resilient there are going to be times when you're going to have to take a probably tougher stance then you are comfortable with all that's natural visual you know to the way that you deal and interact with people while Alan is trying to toughen Thom up at Waterside the mood is lightning in cabin crew training it's time for a drink trainer Nadine Phelan is introducing them to the wine list the airline's secret weapon when it comes to giving a sense of class so our session this afternoon is our premium service wine master class it can be overwhelming for some of our delegates they may not have that much experience tasting wine and perhaps it's not drink of their choice the course is testing all the senses as the recruits try to guess the differences between the various kinds look at the color tell me what color do you think this is so that should already start to narrow down what great variety you think it is Alice is enjoying getting her nose stuck in cherry but 20 year-old Jody's finding the etiquette confusing sack the proper way to taste wine by making that sound Sophie there is no papa tasty however un little him both did it I don't like wine I'm interested in it but not the drinking side it'd be nice tea and I'd be able to recommend wines customers and be able to say like em like this wine will complement this food and like known about dessert wines things like that but wine tasting and drinking wine it's not for me na I want you to try it and smell the bouquet of the wines to try and keep the glass very still anybody asked Jody's not the only one finding the wine a bit overwhelming a lot of it we yes and I drink red wine a diet coke a beautiful so hedge your bets ladies and gents what do we think new world you think it's the Merlot that's just Sauvignon I think there's quite sure that it is actually a new world Cabernet Sauvignon what's the minute it's the evening rush at JFK and the delays caused by the snow are biting don't you need a hand or you you okay unless what tom has to keep people moving and bring calm to a potentially chaotic situation yeah Johnny's don't how come it says morning as I always do that despite the severity of the cold weather RRK the ground staff outside take it in their stride to do everything possible to prevent further delays and stop the situation for Toms passengers inside getting more heated weather conditions determine how long the plane can set F has been the ice and anti aced and still be safe to leave laces only you can use all gates of fast-track walk anyone for fast-track business first are you yeah absolutely sir have a nice flight sir yes sir just to confirm that I've inspected your aircraft after the icing and everything sighs like vinegar a knight dealing with the snow may be new to Tom but for the New Yorkers it's all part of the job we get you know six or seven inches of snow nobody blinks an eye you know it's just everybody keeps going he throw up everything kind of grinds down or stop whatever the weather no incident is too big or small to escape Allen's attention Miguel this is Alan I'm at the entrance of for the duty-free shop just at the top of the escalators and some of these spilled potato chips on the floor thank you so much they it comes all the way out JCM will be coming as well so you can get the worst that'd be really appreciated thank you thanks a lot have a good evening as the night wears on Tom turns to the experience of the terminals veterans like Linda Strang do you are just doing a quick announcement for the 182 just to keep people up to date - tonight is that the most up-to-date yeah okay yeah if you think with regards to connections in London you ladies and gentlemen we do apologize for Jubilees arrival of the inbound aircraft our new departure time is approximately midnight the aircraft is here 18 years and reservation sitting killed my back 10 and a half years out here has done my my legs and my feet in and the whole 28 and a half years together has done my head you'll be nothing left they'll just toss me out when it's all over but I feel like the time has been well spent I enjoy it I like my job yeah I like what I do I like dealing with people and I think that's the challenge here when you're very time constricted and you've only got from there for you know 10 15 seconds luckily I talk fast and you have a little bit of a play with them a little bit of give and take the ones that don't want to you just let them go but most people really they want to be dealt with as an individual you mickey's gimmick easy and JFK has no shortage of characters passing through weirdness comes and goes everyday you can't stop it either the passenger wants to be helped McCall they're just weird excuse me one second please ticketing Joana's over the last 18 years veteran joanne brown has had to deal with just about everything tonight it's the turn of mr. and mrs. Pearce who've missed their connection who is this lady to you it's my wife watch it then watch it none of that right Sandra you got it all right so now let's see we're going for a wedding and we're meeting my sister her husband what day is the wedding the wedding think God isn't right away hello this is Joanne from British Ebbets ticketing at JFK I have two passengers here they've missed their connections and I need them to be people for Joanne the benefit of experience is knowing the right calls to make Morin is fantastic I mean you can't even imagine what she has done when you arrive tomorrow just telling you advise you be downstairs just sure that the person is in trouble you ease them first easier minds at first so you can let them know that you basically are here to help them so once they know that they kind of relax when they realize that you're just there to help them they're kind of easygoing and they'll smile anyway and then when you absolutely do help them sugar on top that's lovely for a regular trips at Heathrow's terminal 5 the first passengers to fly direct from London to Chengdu are checking in hello sir how are you today good that's lovely thank you very much mr. Brown just take this hop down the escalator do take a look at the front of the aircraft sir because it has a kind of space yeah that's lovely thank you joining the flight will be airline boss Willie Walsh to Chengdu its his role to add a little clout to proceedings yeah should be good sure with the Chinese tourist market worth millions for the UK it's vital that plans go smoothly the five thousand mile flight will take 11 hours and will run three times a week between London and Chengdu at the other end Chengdu is waiting to greet the Panda plane with a characteristic layer of smoke this is the inaugural flight parking bay we've been assigned 1:04 there's only two parking bays at this Airport that can accommodate wide-bodied aircraft and this is one of them Wyman and his deputy Benny are keen to make sure that absolutely nothing goes wrong with the aircraft's arrival on the plane their boss Willy has accompanied by a pack of journalists you know vanye kutah violent eyes open that yeah Germany an album called yellow in politics or safety that they are safety implication at all attending the red carpet event are the brand ambassadors immaculately turned out and smiling of course and the obligatory pandas are also being lined up so one kind of - panda walk yeah the problem is we've got to is one handler two pound of - panda one it would work better with one on either end when the plane arrives it has to turn around in two hours to fly its first load of Chengdu tourists to London but Wyman's got a problem the Internet's faulty so check-ins not working currently the systems are down trying to resolve it many to call London we can't get access to our checking system then obviously it's smell good time to have your systems outage when flights two hours away with his boss about to fly in it's the last thing Wyman needs three days from graduation it's the customer service exam for the cabin crew recruits your hat and waste are in the car okay you go get them today they'll be tested on all they've learned about food and drink over the last two weeks every time just cooks it off and then say is everyone happy why what we're doing next trainer sy Jones will be examining the group with Alice Sophie and Nikita just about to go in and do a club Europe service for us so John is your child you've ordered a tribe meal it's not being hated so you're not happy about this the rest of the group are acting as customers for them and then we've got a nervous flier and you're gonna be nervous and throw a few snags in there and again is just to see have they got what it takes to be British Emma's cabin crew do they understand Club Europe service how do they talk to our customers are they using premium language are they presenting our drinks in the appropriate way cracking whistle that's a child today this is really about how they listened for the last couple of weeks and take on board everything we've said hello hop on board I'd probably go down there take a left and you're on the road bear on the left thank you one of the teams playing the role of a blind passenger hi there mrs. Taylor it's Alice and Sophie here can y'all throw anything to drink today yes please have a lot of a dye called okay I'm just gonna put the coke into a clock position where okay then you're welcome with so much riding on it Alice is nervous honestly we thought it was a disaster so we are slightly anxious now as to what is coming next I'm with the outcome will be in another room the trainer's assess the performance she looks the part in the cabin sheet of perfect premium language I thought yeah I thought she was really good with the customers well I would like us to work on it some of her terminology is she's if the customer would you like a diet coke or a full fat coke oh so where I see Alice I would probably put I was developing not for the way she looks but again for the terminology she's using in the cabin Alice has passed the test but Jody has been summoned to an important meeting Jody was asked on four occasions to reapply lipstick so if a customer's seen JD looking the way she was presenting herself it doesn't come across as if she's taking a pic carrying her appearance if she's not taking care and appearance which is just a basic standard then where we're going to be you're when were onboard the aircraft I've been trying so hard if the instruction was clear I would have put it on before I left the classroom it's not so much about the uniform it's more looking at the bigger picture of things is Jodi ready to go online yet is she ready to be actually with our customers over three days to go we do pride ourselves on our standards and we know our customers come to expect a lot from other British Airways so we don't want to come across as being harsh we don't want to come across as being strict we just want to maintain those standards that we come to expect from all of our colleagues unfortunately on this occasion Jody hasn't met the criteria required for British Isles cabin crew almost does not look after yourself five and a half weeks after she arrived as a trainee and without returning to the classroom Jodi's departing her dreams for now on hold it's a new morning at JFK and the snow seems to be holding off it's welcome news for Alan thanks a lot Sunita I'll see you soon see you at noon bye we expect to be able to operate all of our services this evening and hopefully on schedule cher weighs 1 1 4 is P having earned his stripes Tom's being left to handle the operation this evening fine ha ha I am indeed how's it going yeah they're quite just at the 6 o'clock and I'll go for round check-in Premium area just check on that and then once ok ok and the one Monty we've got a passenger load yet yeah Jude seems to have gone through pretty well ok it will it will trust me it will you've got Linda here you've got everybody else yeah exactly call me if you need anything ok I'll because Island yeah and take care thirteen thanks finally I would anyone in fast chat would you like to come through just we're just gonna bring fast-track for all right sorry about the way you're traveling in world traveler it's this queue okay Alan's very knowledgeable he's been in the job a long time always look the part one thing is definitely talking is you set down the rules from the start and you sit down what your expectations are from staff so at the end of the day they know where the line is they know not to cross a line and they know that I'm passionate about customer service and Alan is passionate about customer service so we share that I try anywhere most afros Alan I always say that I give it give it a go because of the previous night's cancellations there are more passengers tonight than originally expected tom has to explain to some customers that the seats they booked aren't available unfortunately because the loads are busy in the in the class that you're in what they have to do is sometimes don't great people I'm sure you that's already been explained to you for you there's snow forecast in the next hour or so I could disrupt my eyes I'd I take out so really annoying thing is is that my best friend was the skipper on the flight oh really No thank you very much a lot of passengers are stressed there's all the time constraints you're just dealing with so much and often you have to deal with it very quickly maybe are people out there that want easy jobs that they can coast through maybe I never did I don't have kids I don't want kids this is my baby okay that is unlucky yeah no idea is it this gentleman here yeah yeah what auntie I said how you doing very sorry for the inconvenience we'll make sure we looked after okay it may be a stressful business but Tom seems to be getting into the swing of it good job Joe Duffy ATM to backroom just wanted to say good job on the 172 getting those bags on thanks for that all in all that was a very smooth boarding team did a great job as always they're smiling welcome customers which is what we want and customers look pleased so at the end of the day it was a big job done I can't do it the Panda plane has arrived in Chengdu the new route has taken 10 months to plan and more than a hundred people to pull it off for Willy it's a grand entrance in China while his boss poses for the cameras Wyman is focused on the turn round as the press pack moves on and with his internet problems over it's time for Wyman and his new team to ready the plane for its Chengdu passengers cleaners are on catering is coming now this is where the real work starts it's just a sense of relief to see the aircraft land Willie come off Brenda he looked happy so you know if he's happy we're all happy you look about ten years younger than you in about half an hour okay yeah fishmeal WC and there's the climax and there's the energy climax but the festivities aren't over yet ladies and gentlemen good evening and thank you for joining us tonight there's time for a gala dinner to woo the city's dignitaries with every British cliche in the book when you look at ba Britishness is a very important part of its DNA we are a British company we espouse British Traditions promote Britishness and the Chinese people are loving it I'm never seeking that Chinese person blower back behind so you always see it learn something new each day yeah sadly for women the only thing not British is the food I was hoping for a bit of Western I've had too much Citroen food these two weeks what do you want yeah pine juice no here see at the Airlines headquarters the remaining cabin crew recruits have something to celebrate welcome to British Airways mixed fleet cabin crew and congratulations we're completing your six weeks initially you're early look at the cameras this whole course has been quite a challenge for me just with everything nuts yawns it really has been such an achievement but the sense of pressure won't necessarily stop here so many people that want this job there's so many people that this is their you know their dream so I don't think I'd be looking over my shoulder but I certainly won't be like I was at other airlines karma bother putting the doughnut in so it'll be a ponytail today it's not gonna happen just I'm just so relieved there are times on the course we think are we ever going to get to the end can't believe it's all done so yeah it's just looking for the future now you have a triangle bandage two days later analysis plane spotting dreams have become a professional reality her first flight as cabin crew is to Vienna at Heathrow as one flight leaves another arrives at Terminal five a load of Chengdu tourists have just landed there the end result of all of women's hard work a lot of challenges along the way but we've managed to overcome it those challenges and we've come out quite very well I would say we're scooting the school of hard knocks voices of other than highly visited they were male to male chu liuxiang to the wacom your funky took a hollow hollow the relevancy I think that every business needs to be flexible enough to change to remain competitive to remain profitable and if that means switching your focus from one city to the next one area to the next I think you have to be nimble are you wearing a subject by ceramic then I'm a silk or that you go for a job owner take also hope have a job low power Chengdu is the start of a new era for British Airways ten years from now I'd be very disappointed if ba you know hasn't opened at least another four or five maybe in six cities in China in London the Chengdu tourists stopped for a meal in Chinatown in the coming years part of bas and the UK's growth will depend on their appetite for all things British this is your drip water you've actually finished or not just that you've got the tan hi inglis to meet the temp house this is your trip over the honeymoon me oh my gosh next time the challenges are being based at the world's most congested Airport actually sir it's not all right because the flights closed for checking apparently there's a firearm inside this bag an unexpected find in baggage causes problems all the delays cost the company money and the airline trains its first new cadet pilots for a decade who fall of the last hurdle would be a nightmare in it would be sort of career over you you
