Heathrow is our main hub, sometimes compared to a small city, you cannot fail to be impressed by the sheer volume of people and traffic that travel through the airport every day, 365 days a year!
There are several programmes, all of which center around the customer; from service delivery, training, Cabin Crew and Pilots.
Heathrow Customer Service
No 2 days are ever the same for our Heathrow Customer Service team in Terminal 3 and Terminal 5. These busy and varied roles and include checking in, hosting and supporting our customers with any queries. Our team are in contact with passengers from all over the world and often see more than 50,000 customers in just one day!
Here you’ll have the opportunity to assist with tasks which include: welcoming customers to the terminal; helping them at self-service machines; labelling customers bags; ensuring their travel documents are correct; boarding customers and welcoming premium customers to our airport lounges. This will give you a great introduction to working in a busy airport environment, focusing on gaining knowledge of how to deliver excellent customer service, even on the most testing days.
Based at our dedicated learning center, the Global Learning Academy (GLA) you’ll have the opportunity to work alongside the Learning Operations Duty Managers and Learning Operations Logistics Executives teams to see how training is delivered daily. You will have the opportunity to observe our New Entrant training, Recurrent Cabin Crew training and will learn about the importance of safety and customer service training.
This area involves our brilliant team of Pilots at British Airways, as well as the support team that works with them. During this unique 4-day placement, you’ll join a cohort of up to 30 students who will have the opportunity to gain an in-depth understanding of what it’s like to be a Pilot at British Airways. You’ll learn about flight training, go airside at Terminal 5 to understand pre-flight procedures; and will have the chance to go gliding, in partnership with The Air League Trust.
This programme is focused around the experience our customers receive onboard our aircraft. This involves our Cabin Crew community and the variety of the departments and ground teams who tirelessly work on projects behind-the-scenes areas, driving positive change and implementing new ways of working for our Cabin Crew.
During this placement, you will gain insight into the vibrant life of Cabin Crew; including observing and participating in the intensive new entrant training for Cabin Crew. You will also spend time in Terminal 5, our hub, which will give you a glimpse behind the scenes and help you understand the journey our Cabin Crew take on their way to delivering the “Best of British hospitality.”