Customer Service Apprentice Review
at British Airways
Level 2 Apprenticeship
Customer Service
Hounslow
Review Submitted: April 2025
Overall Rating
3.8 /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!
3.5/5
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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:
3/5
Checking customers in on desks in the different zones, we host on different podiums on the front of the zones in the airport, host and help people with bag drop using the self service machines, when airside we are in the lounges, customer service desk, board flights
To what extent do you enjoy your programme?
4/5
I enjoy the learning aspect of it, some areas could use help when the learning provider isn’t in. I do like for study days it’s split this way I can concentrate on my work. Also at the beginning could have used more clarification on information.
Skills Development
Have you learnt any new skills or developed existing skills?
4/5
Improved my confidence in speaking to people, learning new systems, I learnt to be patient with people that struggle using the machines and learnt all the different new processes of the airport
Structure and Support
How well organised/structured is your programme?
4/5
It is well structured, there are some areas when there are gaps on no learning for a bit of the study day is before the workshop. Sometimes we don’t have much work to do so leaves us not doing much. But we have been given a clear plan
How much support do you receive from your employer?
4/5
There is support there if I need it which I know. I haven’t needed to use it that much and any queries I have had have been answered. There are sometimes when we don’t have all the information but we find it out somehow
How much support do you receive from your training provider when working towards your qualifications?
4/5
When I have asked for help I have been given help and any questions do get answered which is good. My training provider is always available via email when I have emailed I have got the help I needed
How well do you feel that your qualification (through your training provider) helps you to perform better in your role?
4/5
We look at different scenarios which helps me in my role thinking of what to do if anything happens. Also if we have any difficult situations in the terminal we are able to talk about what we could have done better and what to do
Are there extra-curricular activities to get involved in at your work? (For example, any social activities, sports teams, or even professional networking events.)
2/5
I think there are some but I haven’t seen many
Recommendations & Advice
Would you recommend British Airways to a friend?
Yes
Why?
It is a nice friendly environment, lots of people work and you meet lots of new people. My only negative would be apprentices are looked down on and you are really looked at if you make any mistakes in the terminal
What tips or advice would you give to others applying to British Airways?
Be yourself, show that you want to work for British airways and value their values.
You like talking to customers, meeting new people and want to work for a company such as British airways in the aviation industry
You like talking to customers, meeting new people and want to work for a company such as British airways in the aviation industry
