For any passenger about to embark on a journey, what happens on the ground prior to departure almost invariably sets the tone for the flight. A smooth check-in, directions to the right gate, assistance for disabled passengers or those who don't speak English? They all make the difference between a smooth, comfortable journey and an unpleasant experience.

Passenger Services comprises all the teams based in our Terminals, who work together to deliver the level of customer service people expect of British Airways. Obviously, our biggest presence is at Heathrow and Gatwick, but Passenger Services teams can be found at regional airports where there are scheduled British Airways services.

It's not just about checking in passengers or tagging bags. The variety of situations you'll face and the number of people you'll assist in any one day is immense. Working in our Terminals will bring you into contact with people from all walks of life and from all over the world. On occasions there may be those who'll challenge your ability to stay calm and friendly, but these are very much a minority.