Customer Service Review
at British Airways
Level 2 Apprenticeship
Business Operations
Hillingdon
Review Submitted: May 2023
Overall Rating
4 /5
The Overall Rating is the average of all the ratings given in each category. We take those individual ratings and combine them into one final score!
4/5
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Overview of Role
4/5
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Skills Development
3.6/5
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Structure and Support
Overview of Role
Please give an overview of your role and what this involves on a day-to-day basis:
4/5
I work in customer service at British Airways and I deal with checking in customers, selling upgrades, boarding flights at gates, printing boarding passes, tagging bags, rebooking customers in disruption and handing out refreshment vouchers and HOTAC when needed. Also meet arrivals at certain gates and disembark customers and direct them to flight connections if they are transferring
To what extent do you enjoy your programme?
4/5
I enjoy working with British Airways because everyone is very inclusive and friendly and wants to help one another when you are unsure of something. Everyone works as a team which makes the job more enjoyable.
Skills Development
Have you learnt any new skills or developed existing skills?
4/5
When I started my apprenticeship I was unsure of the airport codes that British Airways travelled to like RAK is Marrakesh. Also, learning the phonetic alphabet has been very helpful to communicate with staff when giving out information. Additionally, using our system JFE & FLY I learnt many skills like how to sell upgrades etc
Structure and Support
How well organised/structured is your programme?
3/5
When I started there was many problems like referencing and classroom base training was a bit confusing as we were waiting for a while to start our training. Also, our training provider was a bit unorganised with her lessons. However, due to the company still recovering from covid it was understandable these circumstances
How much support do you receive from your employer?
4/5
Our PDM and Apprentice Manager are very supportive as any queries I had whether it was about work or general enquiries there emails were open 24/7 and able to give a response that would help me a lot
How much support do you receive from your training provider when working towards your qualifications?
3/5
Overall, our training provider tells me what work I need to get on with however, I feel that she does not go into detail with what she’s explaining. In our lessons, I feel that they are a bit messy at times and a bit confusing
How well do you feel that your qualification (through your training provider) helps you to perform better in your role?
4/5
I feel that our training provider wants me to get the best results and acknowledge my hard work in terminal
Are there extra-curricular activities to get involved in at your work? (For example, any social activities, sports teams, or even professional networking events.)
4/5
Sometimes when new staff come in I help volunteer to help shadow the new starters and help them get settled in to the job. Also help with Flying Start and raise money for charity
Recommendations & Advice
Would you recommend British Airways to a friend?
Yes
Why?
British Airways is a good company to work with because everyone is friendly and inclusive and helps one another
What tips or advice would you give to others applying to British Airways?
Make as many friends as possible and have a passion for travelling
