Delivering outstanding customer service consistently

Working as a member of our Cabin Crew is not so much a job as a way of life. In many ways it's a privileged life, with opportunities to visit places and experience cultures that are beyond most people's reach.

Whatever we say, we'll never convince some people that working in Cabin Crew isn't all about jetting around the world and staying in exotic hotels. The truth is, it's about delivering outstanding customer service in all conditions. At its most fundamental level, we are responsible for passenger safety in the cabin. Beyond that, crews share a common goal - to see British Airways customers walk away at the end of a flight contented.

We're not about to deny that the job has its glamorous elements. The work's exciting, the social life can be great fun, and wherever our crew travel they are always well looked after. However, it can also be an exhausting and disorientating lifestyle that places tough demands on family and social commitments.

It's certainly not for anyone who craves routine. A key element of our Cabin Crew strategy is that crew are expected to be totally flexible as to where they are based and which routes they fly. It can be difficult to plan ahead, and you'll find yourself working with a different team almost every time you report for duty.

The day begins with the crew briefing, where the team meet up, often for the first time, and the Cabin Services Director (CSD) goes over the flight. Crew are assigned to cabins, and any modifications to the aircraft or schedule are discussed before everyone boards the bus to take them to the aircraft.

From then on it's non-stop action. Going over safety procedures, checking equipment in the cabin, making sure there are enough meals on board the list goes on. By now the passengers are beginning to board. On a short flight there are a huge number of tasks that have to be completed within tight timescales, from safety demonstrations to meals and duty free. On longer sectors other challenges, like restless children or jetlag, will test your ability to handle the pressure.

Approximately 13,500 Cabin Crew work for British Airways, the vast majority of whom are based at Heathrow and Gatwick. In addition, we have International Cabin Crew based at strategic overseas locations such as Buenos Aires, Delhi and Bahrain. The aim here is to provide customers travelling these routes with local crew who have first hand knowledge of their language and culture.