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

    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
    La Famille Bélier is being touted as this year's Amelie - so why are many in the deaf community outraged by it?

    Deaf community outraged by La Famille Bélier

    The new film tells the story of a deaf-mute farming family and is being touted as this year's Amelie
    10 best high-end laptops

    10 best high-end laptops

    From lightweight and zippy devices to gaming beasts, we test the latest in top-spec portable computers
    Michael Carberry: ‘After such a tough time, I’m not sure I will stay in the game’

    Michael Carberry: ‘After such a tough time, I’m not sure I will stay in the game’

    The batsman has grown disillusioned after England’s Ashes debacle and allegations linking him to the Pietersen affair
    Susie Wolff: A driving force in battle for equality behind the wheel

    Susie Wolff: A driving force in battle for equality behind the wheel

    The Williams driver has had plenty of doubters, but hopes she will be judged by her ability in the cockpit
    Adam Gemili interview: 'No abs Adam' plans to muscle in on Usain Bolt's turf

    'No abs Adam' plans to muscle in on Usain Bolt's turf

    After a year touched by tragedy, Adam Gemili wants to become the sixth Briton to run a sub-10sec 100m
    Calls for a military mental health 'quality mark'

    Homeless Veterans campaign

    Expert calls for military mental health 'quality mark'
    Racton Man: Analysis shows famous skeleton was a 6ft Bronze Age superman

    Meet Racton Man

    Analysis shows famous skeleton was a 6ft Bronze Age superman
    Garden Bridge: St Paul’s adds to £175m project’s troubled waters

    Garden Bridge

    St Paul’s adds to £175m project’s troubled waters
    Stuff your own Christmas mouse ornament: An evening class in taxidermy with a festive feel

    Stuff your own Christmas mouse ornament

    An evening class in taxidermy with a festive feel
    Joint Enterprise: The legal doctrine which critics say has caused hundreds of miscarriages of justice

    Joint Enterprise

    The legal doctrine which critics say has caused hundreds of miscarriages of justice
    Freud and Eros: Love, Lust and Longing at the Freud Museum: Objects of Desire

    Freud and Eros

    Love, Lust and Longing at the Freud Museum