HomeBusinessI spent a day learning how to be a flight attendant for British Airways' first-class cabin. From afternoon tea to the turndown service, there's a lot to know.
I spent a day learning how to be a flight attendant for British Airways' first-class cabin. From afternoon tea to the turndown service, there's a lot to know.
British Airways' mock first-class cabin, and Insider's Pete Syme.
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British Airways spent five months developing a new training course for its first-class cabin crew.
I experienced a one-day version, tasting vintage wines and learning about the finer details.
The passionate instructors had great stories about serving the airline's wealthiest passengers.
British Airways has spent five months developing a new training course for its first-class cabin crew, who look after the richest and most famous passengers.
The entrance to British Airways' Global Learning Academy.
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I got the chance to experience a condensed version of the new course. BA staff have to write a 1,000-word application for the four-day program, which teaches them how to serve food, provide a bed turndown service, and understand the nuances of wine.
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The training takes place in a mock cabin at BA's Global Learning Academy.
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It's based in the offices at the top of this parking lot next to Heathrow Airport, about an hour by Underground from central London. It was strange going to the airport without worrying about boarding times.
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The new crew uniforms designed by Ozwald Boateng – BA's first revamp for 20 years – were on display in the lobby too.
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The day began with a presentation. Tim Baxter (center) said he wanted to be a flight attendant since the age of six, when he practiced serving Play-Doh food to family. He's worked in first-class cabins for 27 years.
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I ate a full English breakfast to experience what it's like to be a first-class passenger, which the instructors say lets trainees understand how customers see things.
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I was given a hot towel and offered a selection of baked goods before my breakfast order was taken, just like a first-class passenger would.
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Forget the stereotypes about airplane food – this might've been the tastiest English breakfast I've had.
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David Mason, the product lead, said BA saved $8.5 million by reusing old parts for the mock-up. It felt just like the real thing – except for plastic air-conditioners and a laminated-paper screen.
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Then the script was flipped and I was put in the shoes of a flight attendant, starting with the turndown service. Baxter explained that the pillow should be held by the corners, and the duvet is folded at a 45-degree angle.
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Baxter said flight attendants need core strength because of all the leaning involved, so he does Pilates once a week. "It's very labor intensive, because we're always on our feet," he says. "But it's a labor of love."
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Not my best work, but I got a pass. The bedding is 400 thread-count linen, and the cushion uses Scotland's famed Harris tweed.
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Then it was time to serve afternoon tea, including scones, sandwiches, and mini-cakes, which must be placed on the top plate. All the tableware is made in Britain, with the $150 William Edwards teapot and $125 plates featuring a unique BA weave design.
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When it was my turn I managed to knock over a small pot. One tip is to keep your thumb on the champagne glass so it can't be spilled by turbulence.
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And my finished product. The teapots are at a 4 o'clock angle because the story goes that when the Duchess of Bedford "invented" afternoon tea in the 19th century, that's the time it was always served. It also just looks better.
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The instructors all had some amazing anecdotes. Baxter said he loves meeting his idols and seeing families grow up over the years. Apparently, one famous British singer never eats from the table, but has the plate on a cushion on his lap.
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First-class passengers in the center seats also have an optional divider. The instructor recalled one couple who were all smiles on their trip to the Maldives, but the divider remained firmly closed on the way home.
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Next up we learned about the first-class catering, handled by Vienna-based DO&CO which started in the aviation sector in 1996 thanks to racing driver Niki Lauda's airline.
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The meals come in aluminum foil packages, and must be plated while wearing gloves using a standardized set of utensils.
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The DO&CO chef has a fine-dining background, but the process is simplified to three items for cabin crew.
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My attempt at plating is on the right.
Pete Syme/Insider
We were also shown how to plate the duo of lamb rack and braised lamb, topped with feta, pomegranate, and mint leaves. The sauce is poured over one spot rather than drizzled around.
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The passion fruit tart dessert came in a see-through package, with all the fruit in smaller pots.
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Delicate foods like the passion fruit tart or fish are put on a piece of paper to stop them falling apart. I found removing it much harder than the chefs made it look.
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I was pretty amazed by how simple it was to plate the dessert – even the finer details like using the fruit to balance the chocolate curl, and keeping the mint leaf upright by pushing in the stem with tongs.
Pete Syme/Insider
But my favorite part of the day was the wine tasting, taught by BA's master of wine, Tim Jackson. He's one of just 416 accredited masters in the world, and the only one employed by an airline.
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It was my first wine tasting, so I learned a lot. Trainees get a 75-minute session so they're able to understand what a first-class passenger might ask.
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We started with the whites – a Sauvignon Blanc and a Chardonnay – holding a glass in each hand to compare the noses. The latter has a dairy, buttery aroma. Jackson asked questions like "Which wine makes your gums feel drier?" and explained how this was caused by tannins, which make the taste more complex.
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With a list of six wines, Jackson looks for a broad range to accommodate all tastes. The glass on the right is a 2010 Bordeaux.
Pete Syme/Insider
The Bordeaux had a slight hint of tobacco. It was the best wine I've ever tasted, and gave me a new appreciation for wine.
Pete Syme/Insider
The experience gave me a new appreciation for the care and detail that goes into providing a luxury service – as well as a new ability to pontificate about claret.
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