Backstage Travel: No 2 - Cabin crew

The people behind passenger satisfaction... and safety

They're the smiling faces who serve our drinks and clean up after us, but there's much more to cabin crew than being the human face of the airline. First-aider, babysitter, travel adviser, and survival expert, they're the all-rounders who ensure our flight goes smoothly – turbulence aside.

"People look to you to be able to take control of situations and handle whatever happens on that day," says Jayne Deasy, 46, who has been part of British Airways' 14,000-strong cabin crew for 25 years, She is a cabin service director, responsible for leading crews on the airline's worldwide long-haul network.

Their first priority is passenger safety. BA flight attendants undergo an initial six-week training course in aviation medicine and safety, and emergency procedures – including water survival skills, managing medical emergencies and dealing with dangerous goods – and must pass refresher exams every year.

"A number of our cabin crew have come from medical backgrounds," adds Deasy, "so quite often we have a wealth of experience on top of what is a very high level of first-aid training." There's back-up on the ground, too: in the event of an emergency, crew can phone a US medical centre for guidance.

Beyond safety, the crew's role is to provide customer service, and for that, preparation is all. Prior to a flight, Deasy will spend time online reading the news and weather in her destination before meeting and briefing her crew, which changes each flight. They study any changes in procedures, go through the passenger list and identify those with special requirements.

On board, it's all about keeping the customer happy, which could mean entertaining a toddler, acknowledging a birthday or dealing with unusual requests. (Deasy recalls one passenger who washed her hair in the toilet cubicle and wanted a hairdryer.) "You don't have a boring day," she says.

Of course serving people – particularly tired, stressed, cooped-up people – isn't always straightforward, so diplomacy is a flight attendant's default setting. "We are trained in people skills and how to be as effective as possible in a difficult situation. You have to be realistic; you can't always deliver. But we can hopefully offer the best possible solution."

The perks outweigh any problem passengers. BA's "fair share" policy means Deasy isn't assigned a single route but will travel to most of the airline's 90 non-European destinations in the course of a year. "It certainly keeps the job fresh," says Deasy. "I still get a buzz from the fact I go to work here and get off in another country."

Caroline Bishop

PROMOTED VIDEO
Have you tried new the Independent Digital Edition apps?
Travel
ebookHow to enjoy the perfect short break in 20 great cities
Independent Travel Videos
Independent Travel Videos
Simon Calder in Amsterdam
Independent Travel Videos
Simon Calder in Giverny
Independent Travel Videos
Simon Calder in St John's
Independent Travel Videos
Latest stories from i100
Have you tried new the Independent Digital Edition apps?
Independent Dating
and  

By clicking 'Search' you
are agreeing to our
Terms of Use.

ES Rentals

    iJobs Job Widget
    iJobs Travel

    Investigo: Finance Analyst

    £240 - £275 per day: Investigo: Support the global business through in-depth a...

    Ashdown Group: Data Manager - £Market Rate

    Negotiable: Ashdown Group: Data Manager - MySQL, Shell Scripts, Java, VB Scrip...

    Ashdown Group: Application Support Analyst - Bedfordshire/Cambs border - £32k

    £27000 - £32000 per annum: Ashdown Group: Application Support Analyst - near S...

    Recruitment Genius: Class 1 HGV Driver

    £23000 - £27000 per annum: Recruitment Genius: This successful group of compan...

    Day In a Page

    Homeless Veterans appeal: 'You look for someone who's an inspiration and try to be like them'

    Homeless Veterans appeal

    In 2010, Sgt Gary Jamieson stepped on an IED in Afghanistan and lost his legs and an arm. He reveals what, and who, helped him to make a remarkable recovery
    Could cannabis oil reverse the effects of cancer?

    Could cannabis oil reverse effects of cancer?

    As a film following six patients receiving the controversial treatment is released, Kate Hilpern uncovers a very slippery issue
    The Interview movie review: You can't see Seth Rogen and James Franco's Kim Jong Un assassination film, but you can read about it here

    The Interview movie review

    You can't see Seth Rogen and James Franco's Kim Jong Un assassination film, but you can read about it here
    Serial mania has propelled podcasts into the cultural mainstream

    How podcasts became mainstream

    People have consumed gripping armchair investigation Serial with a relish typically reserved for box-set binges
    Jesus Christ has become an unlikely pin-up for hipster marketing companies

    Jesus Christ has become an unlikely pin-up

    Kevin Lee Light, aka "Jesus", is the newest client of creative agency Mother while rival agency Anomaly has launched Sexy Jesus, depicting the Messiah in a series of Athena-style poses
    Rosetta space mission voted most important scientific breakthrough of 2014

    A memorable year for science – if not for mice

    The most important scientific breakthroughs of 2014
    Christmas cocktails to make you merry: From eggnog to Brown Betty and Rum Bumpo

    Christmas cocktails to make you merry

    Mulled wine is an essential seasonal treat. But now drinkers are rediscovering other traditional festive tipples. Angela Clutton raises a glass to Christmas cocktails
    5 best activity trackers

    Fitness technology: 5 best activity trackers

    Up the ante in your regimen and change the habits of a lifetime with this wearable tech
    Paul Scholes column: It's a little-known fact, but I have played one of the seven dwarves

    Paul Scholes column

    It's a little-known fact, but I have played one of the seven dwarves
    Fifa's travelling circus once again steals limelight from real stars

    Fifa's travelling circus once again steals limelight from real stars

    Club World Cup kicked into the long grass by the continued farce surrounding Blatter, Garcia, Russia and Qatar
    Frank Warren column: 2014 – boxing is back and winning new fans

    Frank Warren: Boxing is back and winning new fans

    2014 proves it's now one of sport's biggest hitters again
    Jeb Bush vs Hillary Clinton: The power dynamics of the two first families

    Jeb Bush vs Hillary Clinton

    Karen Tumulty explores the power dynamics of the two first families
    Stockholm is rivalling Silicon Valley with a hotbed of technology start-ups

    Stockholm is rivalling Silicon Valley

    The Swedish capital is home to two of the most popular video games in the world, as well as thousands of technology start-ups worth hundreds of millions of pounds – and it's all happened since 2009
    Did Japanese workers really get their symbols mixed up and display Santa on a crucifix?

    Crucified Santa: Urban myth refuses to die

    The story goes that Japanese store workers created a life-size effigy of a smiling "Father Kurisumasu" attached to a facsimile of Our Lord's final instrument of torture
    Jennifer Saunders and Kate Moss join David Walliams on set for TV adaptation of The Boy in the Dress

    The Boy in the Dress: On set with the stars

    Walliams' story about a boy who goes to school in a dress will be shown this Christmas