Customer Service Apprentice Review
at British Airways
Level 2 Apprenticeship
Customer Service
Harmondsworth
Review Submitted: April 2025
Overall Rating
3 /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!
3/5
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Overview of Role
3/5
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Skills Development
3/5
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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:
3/5
As a Customer Service Apprentice at British Airways, my role involves supporting passengers throughout their journey, especially during check-in and boarding. I assist with checking travel documents, issuing boarding passes, handling baggage, and providing helpful information. My goal is to deliver excellent service, ensure a smooth airport experience, and represent the British Airways brand with professionalism and care.
To what extent do you enjoy your programme?
3/5
I really enjoy my apprenticeship programme with British Airways. It’s a great opportunity to learn while working in a fast-paced and exciting environment. Every day is different, and I enjoy meeting new people and helping passengers have a smooth travel experience. I also like that I’m gaining real experience in the aviation industry while developing valuable skills for my future career. The support from my team and the hands-on learning make the programme both rewarding and enjoyable.
Skills Development
Have you learnt any new skills or developed existing skills?
3/5
Yes, since starting my apprenticeship with British Airways, I’ve developed several key skills. My communication and customer service skills have improved a lot, especially when dealing with different types of passengers and handling challenging situations calmly and professionally. I’ve also learned how to use the check-in systems and gained a better understanding of airline procedures and safety protocols. Working in a busy airport environment has helped me build confidence, improve my time management, and become more adaptable.
Structure and Support
How well organised/structured is your programme?
3/5
The programme is well structured and gives a good balance between practical work and learning. I have clear guidance on what’s expected of me, and there’s always support available when I need it. The training is delivered in stages, which makes it easier to build up my knowledge and skills over time. There are regular check-ins to track progress, and I know what I need to work on to complete the apprenticeship successfully. Overall, it’s been organised in a way that helps me stay on track and feel confident in my role.
How much support do you receive from your employer?
3/5
I receive a good amount of support from my employer. My team and managers are always approachable and willing to help if I have any questions or need guidance. I’ve been given proper training and ongoing coaching to help me settle into the role and develop my skills. There’s also regular feedback to help me improve, and I feel like my progress is taken seriously. Overall, the support has made me feel confident and part of the team.
How much support do you receive from your training provider when working towards your qualifications?
3/5
I receive strong support from my training provider while working towards my qualifications. They provide clear guidance on what’s expected for each part of the coursework and are always available to answer questions or offer help when I need it. My assessor checks in regularly to review my progress and give feedback, which keeps me on track. They also offer resources and support sessions that make it easier to understand the content and complete tasks confidently.
How well do you feel that your qualification (through your training provider) helps you to perform better in your role?
3/5
I feel that the qualification really supports me in performing better in my role. The training gives me a deeper understanding of customer service principles, health and safety, and the importance of good communication—all of which I use every day. It helps me connect what I learn in training to real situations at work, so I’m more confident and able to handle tasks professionally. The qualification is helping me build a solid foundation for a long-term career in the aviation and customer service industry.
Are there extra-curricular activities to get involved in at your work? (For example, any social activities, sports teams, or even professional networking events.)
3/5
Yes there’s a few events you can get involved in
Recommendations & Advice
Would you recommend British Airways to a friend?
Yes
Why?
I would recommend British Airways to a friend because it’s a great company to work for, especially if you’re looking to start a career in aviation or customer service. The training and support are excellent, and you get the chance to learn while working in a dynamic, fast-paced environment. There’s a real team spirit, and you feel valued as part of the company. It’s also a well-respected global brand, so having British Airways on your CV can really open doors in the future.
What tips or advice would you give to others applying to British Airways?
I’d recommend being yourself and showing a genuine interest in customer service and the aviation industry. Make sure to highlight any experience where you’ve worked with people or handled responsibility, even if it’s not in a similar role. Confidence, teamwork, and good communication are key. Also, be ready to work in a fast-paced environment and stay calm under pressure. Most importantly, show enthusiasm for learning and a positive attitude—British Airways really values people who are friendly, reliable, and eager to grow.
