A Very British Airline - British Airways Behind the Scenes - Episode 1 BBC
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- Опубликовано: 6 июн 2014
- British Airways is one of the UK's most visible brands, selling Britishness as a mark of quality. But in the last decade, the business has faced financial crisis and today, more people fly Easyjet than BA. As the airline reaches a turning point, the BBC's cameras have been allowed unique access to its inner world, from top level decisions to the daily challenges of a global operation.
This episode explores how the airline tries to persuade people to spend more to fly, revealing the world found behind the 'millionaire's door' at Heathrow Terminal 5, a lounge, restaurant, spa and champagne bar reserved for those select few who are happy to part with small fortunes to fly in the airline's First Class.
Also this episode, a look at how the airline is playing catch-up with some of its rivals as it brings its first A380, the world's biggest passenger plane, into service. Plus, the programme follows 18 anxious new recruits on their journey to become cabin crew with British Airways. With exacting standards of dress, behaviour and knowledge, not all of them will make it through the 6-week training course, designed to uncover who is - and who is not - BA.
As someone who suffered a cardiac event on a BA flight Trans-Atlantic, I can testify that their training definitely pays off. While not a heart attack, it did result in loss of consciousness and the requirement for O2 for 6 hours and they treated me, and my wife an children, with the true compassion. Indeed, one Steward carried my son for hours so my wife could tend to me. For this reason, BA, and its staff, will always have a special place in my heart.
mattwestuk1 They were protecting themselves from a law suit.
Hey, glad you are ok !
OMFG...
My mum had a heart attack on an air lingus flight from Bristol to Dublin. Luckily she survived :D
You would have received the same level of care on a Ryanair flight. All crew are trained to CAA regulations.
I'll tell you how important the cabin crew training is. Just recently in my city, a man had a heart attack in a fitness gym. The " trained staff" didn't know how to use the provided defibrillator. A customer , an actress who had just come home from the Sundance film festival, grabbed up the defibrillator, used it, and spent 10 minutes doing CPR until the ambulance crew took over. The man was saved, he was operated on for blockages and is home with his family. Where did this actress get her training? She had been an airline stewardess before she was an actress.
cool but nothing to do with this vid..
So! I'm struggling to see the connection.
That's awesome! 👏
How can you not use a defib... All the instructions are on the packet and the training takes about 15 mins
@silverbud thats defo a lie
I love Alice. Don't want to sound cheesy but she's so passionate about the job and she really enjoys it. Good for her.
alicce got murdered
Red & White Wait what?
@@Luke_05 he's chatting smack, don't worry.
Alice is clearly suited to this sort of work. She gets it. The best person for any job is one who understands what their role is and can do it without being coached. She demonstrated that several times. But poor Jody is a different story. I feel for her. She is really trying but she honestly doesn't get it yet. Perhaps it's a lack of experience in the workplace. It's one thing to understand what's required of you but for her it's a matter of it not really feeling real yet and unfortunately, you cannot wait until you are actually on the job to gain that experience or perspective. The role playing, for example, was extremely difficult for her because she couldn't take it seriously. But when you are on the job and have to deal with real customers, you need to be able to do so respectfully, convey what is essential to them, assist them in whatever manner they may need and still do your job efficiently. She's just not there yet.
The real hero here is the kid with the Buzz Lightyear outfit.
I agree
He's so cute
Cremtrails try looking up in sky sheeple😷
35:39 too see him if you missed him!
A lil super hero 💖🌠💖
A scratch on the seat trim. Oh the humanity.
SirPuddi Tangg Lmaoo
@@sirpudditangg2676 mayday mayday mayday, passenger found a scratch, we need all runways clear.
Its called accepting delivery of a multi million dollar aircraft, you twat
@@bingbong7777 And what happens after its been in service for 30 years. Are they going to get the trimming replaced every week?
Luke Dunkley First- what airline has the same product for 30 years? And secondly, if they did. They should just go bankrupt lol
"Patrick was terminated" geez it sounds like they killed him
Lol
BAHA
José Rodrigo They did. They straight up pumped him full of bullets
Spoiler
He was 😂 he was fired
That whole snapshot system sounds unproductive. Also the bit about hiring younger cheaper staff reeks of exploitation...
Totally agree, "the face of British Airways" seems to be fear and intimidation. Very bad system.
@6:16-6:56.....I was a customer Service Manager with BA and I very rarely gave snapshots because it could potentially end a persons career. If a flight attendant was late I would definitely have to give one because lateness was unacceptable in so many ways, anything else I would deal with by just speaking with the flight attendant with love and humility , if there wasn't any improvement of performance I would give a snapshot. I remembered when I was a junior flight attendant some if not most of the Cabin Service Managers would give a snapshot if we so much as breathed they used their authority as a form of power trip, it was a nightmare and I always said to myself that I am going to work as hard as possible to get promoted to change things and I did..
What... Younger staff is always cheaper in any case as they are simply less experienced. Nothing wrong with hiring them cheaply. It’s the simple supply and demand model that comes with democracy.
@@alfredkc with free market* and who says the free market isn't exploitative?
@@nazarethp9248 There is no justification for ending someone's career because they were 2 minutes late.
When Patrick got terminated they made out like they were telling a family that their nans died. Saying we’ll give you time 😂😂
Airline staff deserve a healthy salary that’s for sure, didn’t realise how much work is involved.
There under a great deal of pressure.
The randomness of finding a letter in a bottle on the beach at Ibiza inspiring her to become part of BA was... kinda cool, really.
Yes... I am sure it took her some time to think that one up.
Its humiliating how some passengers in economy take it for granted with the flight attendants. They are not your servants. They are trained professionals who know how to handle an emergency and help save your lives. Give them some respect please!
I think it isn’t the attendants, maybe the leg room annoys them
Thank you. This is what I say too !
14:52 “Take this off when you go in because you can’t brace with this jacket on” the trainer could’ve told her that before.
I’ve flown with Alice several times! She’s brill at her job x
The doctor at 52:19 takes over 300 flights a year: When does he have time to practice his profession??
Probably an owner of a bunch of clinics and businesses around the world
Also, he may fly from a larger to a smaller airport to go to a rural area. It’s often two-three flights each way to go from the US to parts of the EU
He could be a locum, or attending conferences etc.
he could be a phD “doctor” instead of a professional “doctor”; thus doctor used as a formal title instead.
i buy priuses and go by road let me tell u its awesome big freedom no need for airlines
If you take the time to complain about a centimeter long scratch you've got to rethink your life....
+hisushi You might not have to worry about regular bills, but believe me there are other worries
If I have paid 10,000 dollars for a ticket, the parfait better be flawless and there should be no scratches at all
They did it for the video. IRL BA does not give two **** about keeping cabins clean.
Yes I would if I paid £10,000 for a ticket to sit in that particular area of the plane. Nothings irrelevant when you are paying that much money.
You clearly have never met a multi millionaire or billionaire. I have dealt with some in the past and they have standards that you would consider ridiculous. And when someone is paying that much money into my business for a 6 hour service, they can be as picky as they want.
The Gentleman claimed to take 300 flights per year and always fly First Class. If all of his flights are as expensive as Heathrow - Los Angeles, he pays 2,85 million pounds per year?!
A private jet would be cheaper...
Johannes R Rich People Lol XD
His flights are probably payed for
exactly
but for a private jet you gotta pay for the fuel and you also gotta hire a pilot.
Johannes R ... private jet costs around 20mil not including pilot, fuel, hanger, maintenance, etc
How sad is it that a return ticket in first class is what their cabin crew get paid per year.
Jeroen Godee
A return ticket to SYD is up to £15,000 and they get paid £12,000 base pay.
Jeroen Godee
If you read my ORIGINAL COMMENT I stated ''How sad is it that a return ticket in first class is what their cabin crew get paid per year.'' A return ticket to SYD is more than the base pay of their mixed-fleet crew..
Why is it sad? The airlines hardly make money as is. Without those paying passengers there would be no airline and thus no jobs for flight attendants.
scottmuck
IAG had an operating profit of €690,000,000..
last year
AviationNation10 Ok. And €147mm of after tax profit, and a €(696)mm after tax loss in 2012.
"The noise and just the shear size of the plane, i love it."
*MY STRANGE ADDICTIONS*
sheer*
More commin then h thınk
6:16-6:56 I can relate to her, plane spotting is one of my hobbies as well, especially seeing jumbo jets. Ba is my favourite airline.
The head of training for the attendants definitely has people chained up in his basement
oh lord Jodie is crumbling. Also when she started speaking gibberish I was like YIKES....She definitely doesn't belong as a flight attendant lol
She took the piss out of the French customer then again and at the point where she served the customer on the seat.
Diversity hire
Whenever I boarded a BA flight from Sydney returning home to London I felt I was in the UK straight off. Used to cry every time, soo homesick even after 50 years in Oz. Wonderful stuff every time, Thank You BA.
I think BA, need to review their current recruitment process. Why waste money, giving potential candidates uniforms along with false hopes (if they have not fully secured a position as a Cabin Crew?). Why not give them their uniform, once they are successful in all modules.
totally agree
Did you hear the price of those new airplanes? I don't think they are worried about the uniforms :)
+Canister Cake Aircraft are always leased
It's hardly rocket science to wear a uniform correctly though lol
It instills discipline. Looking after your uniform and wearing your uniform in the proper manner every day to work is part of the role. Failure to present yourself in a professional manner is failure for this job interview.
I always endorse BA to everyone, since the airline brought me across the Atlantic, fresh out of serious medical treatment and on my way to a deathed. That was seventeen years ago. The staff on and off the plane were very discrete, but clear, that they knew I was travellling in difficult circumstances and not to hesitate to call on them. I felt safe.
Patrick had a very engaging personality and would have been excellent with customers BA seem to prefer sour faced corporate robots like Mr "lets contract with each other" Bellend.
true that. Someone like Patrick who has a perky cheery personality is what makes traveling less stressful. But I travel coach, so what do I know.
It's not his personality that made him lose. It's because he got 4 "snapshots". He didn't pass the tests he needed to be/didn't do what was supposed to be done. Training is strict. Being late is never good in training
Gabzo Avro There could have been any reason why he was late. Maybe the train was late, or bus or he was stuck in traffic ?
Forza223 Bowe cabin crew have a set report time. If they are late (regardless of reason) the flight takes a delay (if there isn’t a spare crew member). Delays (especially in LHR) can cost millions.
Helen Hines I remember last year, it was a very frosty morning I defrosted the car in good time, and left earlier. Unfortunately there had been a lane closure ahead and long tailbacks and I was late for work only by around 5 minutes. My boss wasn’t impressed, but what could I do?
Thank you for uploading this!
Woman: “Jodie you’ve listened to every word I’ve said”
Jodie “Really?”
😂. 35:20
27:10 Ah, it's nice to see someone finally found Sting's Message in the bottle that he keeps singing about
A BA SOS?
I am a former cabin Crew and I can say whitout a shead of dlubt that. Patrick would have been am excellent asset to BA...
Shit money being cabin crew I heard is this true
"Alice is plain mad"
I nearly died. 😂
Oh my mischievous mind.
Thanks for placing this on youtube! I live outside of the UK and was so excited when I seen this online!
I can't thank you enough for uploading!!! Thanks again!!
How do u expect Gordon Ramsay standard food at 40k+ feet in the air....🤦🏽♂️
35k feet is the usual cruising altitude.. still, your taste buds are massively reduced in quality at that height, who cares about plane food?
Daniel usually they add extra seasoning
Because they are trying to put end to the "airline food" joke every comedian does
Gordon Ramsey got his start cooking for an airline
how to deal with a dead passenger: throw some sunglasses, and a hat on them and then prop them back on their seat until the end of the flight
Use them as a prop for a game of give us a clue
dog guy don’t disturb my friend..he is dead tired.
Ah the weekend at Bernies strategy. 10/10 would recommend
weekend at Heathrow
And then somehow work your way to the gear bay to jump out and land in a conveniently placed swamp
Thank you for leaving this video up...it is very interesting
Flew from Singapore to London Heathrow once on British Airways. Loved it!
Tally Ho! British Airways!
Whats tally ho?
6:27 "When it comes to planes, *Size does matter!* , lmao
Gutted for Patrick, he made such a big sacrifice to be there. I hope he didn't give up on his dream and found a good cabin crew position somewhere else
Cabin crew, is a shit job which pays shit money why anyone does it I don't understand you simply carnt live on a cabin crews wage no one can
@@leehollebon3393 unless it’s emirates or etihad etc
@@annoymous7052 thé slaves airlines sorry but no thanks even for 100 grans will never go there
I love flying BA between California to Heathrow. Great service, friendly, helpful cabin crew, comfortable accommodations. I hated flying before I found BA. Now, I look forward to it.
Alice is my kind of person 😂
I get so excited watching planes take off and land. I got to my local international airport and watch for hours :)
The snapshot should've been for Jodi's eyebrows, lol
I'd have said her accent.
This is actually a really high quality documentary series.
Was not expecting that.
This is actually epic, well worth your time.
The food in club and first is fine, I don't have appalling taste but these two gents expect Michelin star food onboard an aircraft. No matter how much you pay crew are prepping and heating up the food onboard....they have unrealistic expectations
And food in the air tastes not the same as on the ground. Never. So why all this fuss.
Nah it’s just wrong labelling. Wrong labelling can be so misleading that you don’t appreciate the food while it was quite good!
That's what some people must've thought when they introduced lie-flat seats/showers in aircrafts, you always have to push further, if not you'll just stagnate.
I love this documentary wish they one for each airline
So glad the show is uploaded. I almost forgot about it!
I wonder whether the level of detail they live their lives let them spot their own imperfections...
"We all fly to the same destinations, so what can we do to stand out?": Reduce your prices.
I said that exact thing out loud when I heard it LOL
I personally refuse to let myself or my family fly British airways I don’t care how low their prices are I’d rather pay more and be in safe hands with Qantas, easyJet,virgin or air Canada
Dixie Normus they are still safe
"When it comes to planes, does size really matter" :-D at 6:28
The Emirates A380 experience is superb. I won't change. I Iove the bar in BC wonderful, chortle.
....the practice flight to Asia...The Pilot says "I'm very sorry to inform you the weather is pretty much the same as where we left from"...when he retires I see the potential as a Great stand up comic as a second career....A.C.Feuerhelm....Thanks for the work
“It is great to have you on our flight to nowhere “
Best speech ever 💸👏🏻
Real nice documentary!
I flew back from las vegas to the uk today with BA.
Everyone was really helpful and the flight was fine
The size of the A380 is staggering! It’s a wonder that it gets off the ground. Absolutely amazing!!
I'm supposed to be doing my homework... Why am I watching this? 😂
Ohhh *yawn....these "supposed to be doing homework" comments are a little past their best now, don't you think?!
@@Vortigan07 I should be doing my homework but I'm reading your comment.
This video is my homework
For my Human resource management class lol
Digby Dooright I’m supposed to be doing the homework, but I’m quarantined...
It's nice to see a training program that emphasizes service. I remember hearing from someone who trained with United that out of their entire six month training program they spent either half a day or a day on service. So when they say they're there "primarily for your safety", they mean it.
No wonder service on US carriers sucks. They train their FA's basically as security guards in skirts & heels. And they wonder why they're losing to foreign carriers.
Alex B I take foreign airlines overseas now after trips to Tokyo, London and Tel Aviv on U.S. carriers were terrible. I feel that if they are terrible domestically, why would I take them overseas?
Hi, thank you very much for uploading this! Please do them all! :)
I've got a lot of respect for anyone working at the airport.
:-) The souffle looks like it's made by me the first time I tried making a souffle.
26:25 well understated. For that story Amazon Prime has an episode specifically on that flight. Mayday Air Disaster Investigations, Ep 7 Blowout. It was absolutely insane! And that was just a reenactment. Also BA stewardesses remind me of some of the stories I heard from some of the PSA flight attendants. Weighing, appearance, smiling, and so on. Some of the stories were hilarious.
Hallo Jonathan Thomas,
Thank you for Uploading this Incredible video which provides Informative Insights to the Open World to witness eye to eye, How Competitive People serve to provide Best Service for their Customers.
Best Regards,
Azhagu
I'm visiting London for the 1st time next November and I'm super excited about it yaay
in terms of international travel, emirates, singapore, etihad, malaysian and others i've forgotten are way ahead of BA
Malaysian way ahead in fatalities?
+kemp1222 There's a special spot in the Devils bedroom in hell for you
+kemp1222 it was two crashes, there are worse airlines
Malaysian air? they have been in business for how long and already 2 flights all hands lost
Veyronp87 Etihad isn't that good though, in my experience. Would prefer the BA out of the two.
I can actually quite understand the frustration of the two first class passengers talking about the airline food.
Especially if you fly as often as he does, you pay a high price for a good seat, and better food, you'd expect better quality.
They pointed out the ingredients and the courses were too ambiguous, that it would be surprising for these foods to be served in air (and taste good).
What he was trying to say was probably what is said in most restaurants. You want to serve something you can serve well, rather than have a lot of choices of semi-decent food. Having a smaller menu is always better than having rows of choices, and especially in the air where it's very unlikely you have a kitchen or a chef, you need less choices.
There are certain foods you can ensure will still taste great on air. So it is indeed entirely on the airline to produce high quality pre-made food to the people who are expecting it.
Thank you thank you thank you for sharing! 💕
A very good series 👍
That first class seat... when I saw it I was like “that’s it?”
Casey Kidd right?? There other airlines with MUCH BETTER
Great documentary. May peace, wealth come to UK & people all over the world.
UPDATE: Emirates has a fleet of 80 a380's! ✈️
Clash with Mount blah blah blah, still crushing BA’s market.
Emirates A380 first class is all I've ever flown in my life, at least twice a year. One time last year I flew British airways. Shittest experience of my life
@@sloshypath
Emirates 👍❤️✈
precious jose clash is right though. Emirates and Etihad have mostly A380s, Boeing 777/787s, and other long haul aircraft designed to fly between destinations and Dubai and Abu Dhabi respectively. They fly the much heavier demand routes, for example Hong Kong to London via UAE. BA has service within the UK and Europe, the Americas, and Asia and on route Emirates and Etihad are not legally allowed to fly. Emirates and Etihad get massive subsidies from their very rich governments which allows them the ability to buy the ULR aircraft and to have such fine luxuries that BA can’t because unions, taxes, and a lot of the other expenses of an airline
Francesca Lacey Lol, what do you do for a living?
One couldn't be below a certain height which knocked me out on that but my mother was a nurse and somehow blood and guts never bothered me. So I became a nurse and although nursing has become harder and harder over the years, I have always loved being a nurse.
Am from america but I will say I love BA! There in my top 5 Frav airline
BA is the best
who's watching this during the lockdown of covid 19
We all are tbh
Yh
Charlie Lewis lmao not anymore I’m on holiday rn
I love the 747 but the 787 Dream Liner and A380 are like- the luv of my life
I love BA. One of my favorites.
And now in 2019 we know the A380 never actually made a profit.
I’ve heard how some yearn to go back to the 747
And in 2021 there's maybe 8 IN THE SKIES A DAY .......... SAD
@@americanfreedomlogistics9984 The 747 will always be the queen of the skies
Doctor 1st class passenger, 300 flights a year. You know that bastard is overcharging his patients...
ikr
What if he is a stellar doc? You are just sour that you can't do that and that people only care for your inane opinion to rebate it in RUclips 😂
I was lucky enough to fly business class on BA in 2016 and 2017. I found the food absolutely delicious and very well presented. You don't think it would, but it fills you up! I've never had any meal on an aircraft that filled me up to not needing anything at all until the before arrival snack, but BA's business class menu does!. I can only assume BA took on the feedback from these critics on board and improved, or those critics were just up their own arses.
Yay! Big celebration for something literally everyone else already had first!
Soufflé is a VERY difficult dish to make and to present to impress even on the ground let alone 10,000 feet in the air. Once the soufflé is out of the oven, you literately only have minutes to present it onto the table otherwise the whole thing just collapses and the whole presentation of it just goes to zero. This soufflé on the plane is not even cooked fresh; it's cooked beforehand and reheated in the oven and presented, of course the presentation is not going to impress. What was the airline thinking? I hope they scrap this soufflé dish from the menu and add some dishes that's delicious, tasty and yet easier to present and impress, more adaptable and compatible with airplane dining. I understand BA is trying to challenge themselves for the sophistication and the variety but souffé is an overkill and at the same time bringing in so little added value and it is so difficult to execute.
I know it doesn’t matter but it’s closer to 40,000 feet
The training is so much like school it is unbelievable!
Simply the best :)
Jonathan Thomas!! Thank you for posting these videos!! If it wasn't for people with channels like yours I wouldn't get my British doc content otherwise!! We don't get to see most of this in the States.
I was emotionally impacted by Patrick. I hope he found a good job.
Probably got a job with EasyJet and is now laid off.
Oh no, I see a scrach near my seat! How am I, gonna go on with my life!!!
I have travelled just once in British Airways, around 10 yrs ago my experience was Excellent. I really like the Uniform of British Airways, from 2:15 to 6:10 as per me it appears very very Decent and Professional. In this specific Vlog I really loved the Training session again from 2:15 to 6:01
We fly British airway first class quite often, and honestly, the doctor surprised me on how critical of their food he was, because obviously your soufflé is not going to be amazing if it’s reheated in the sky. For food made, then reheated in the air, it’s really not that bad
Love this airline and their professionalism and attention to detail. But they need to make an effort to treat their employees better !
Haha why would you give someone a written warning for forgetting how many seats there are in a row? Not only is that clearly just an exam slip but I can think of one way they might be able to check while they're on the job...
@callMe'Q As a person who has been through the BA flight attendant training course the flight attendant must know where every single seat location is in case of an emergency situation. For example, if I called a colleague who was upstairs on the aircraft asking for assistance because a man had stopped breathing in 4 of 3 4 3 and he/she did not know the aircraft seat configuration then that person could die because of the delay. The 747-400s are very big aircrafts and as a flight attendant you have to know where every single seat is located and where every piece of emergency equipment is located because if you do not the safety of the passengers and your colleagues will be compromised.
when you are 40,000ft up in the air and something happens no one can afford slip ups because you only get one chance in an emergency and if the flight attendant makes one mistake it could cost lives as there are no second chances in a emergency, so I would have terminated Patrick's employment too because he demonstrated that he was unsafe to fly.
Rata 4U The training is like it was in the video for a Bus company?
17:04-Interesting that the staff volunteered to help check out the new plane. If I were part of the staff, I'd also jump at a chance to sit inside it and see everything it offers.
50 of us, flew BRITISH AIRWAYS, in Feb and March, ‘20! What an AIRLINE!! We “ were so spoiled”! We are from WASHINGTON STATE, and flew on 4 of them, out of 6 planes, to ISRAEL/EGYPT! Flew on “ THE DOUBLE DECKER”, as I call it! Absolutely Stunning!!!
I think Jodie is far to immature for this role tbh, I can see her passing but then being complacent somewhere down the line
That’s just your opinion. Everyone is different and grows in their own time. So there is obviously a reason why she was hired, out thousands of other candidates.
I hope she tried again later, and made it in.
Her explanation of people complaining and noticing dents and scratches gave me anxiety that there’s people out there just like me.
I just been watching airline recorded at Easyjet in 1997 (No idea why) the training does some tougher here for some reason. The one thing thing I have noticed that annoy customers the most is the lack of replacement aircraft when one goes down and then they have a near riot on their hands. That's stupid
Wow, first Virgin and now BA, love the power Kristina Nana of the skys has. Icon
I watched this on a British airways B777.
When they said the guy failed and got kicked off the course they acted as if he died. Fucking hell!
I don't think you realise how intense the recruitment process is and how intense the training is...some people give up so much and move miles away to start a career as crew
I love the BA uniform so much it’s so classy ❤️
Only flew British Airways once; it was a pleasure.