Meeting, greeting and conquering the fear of flying
Rebecca Sullivan works for British Airways as a member of the cabin crew. She tells Margaret Harris that her job is not suitable for those who like routine
I have worked for British Airways for 15 years, and I’ve enjoyed every minute of it.
Every day is different, and you meet so many people from all different cultures and backgrounds. You learn something every day about the flying industry, as procedures change constantly. We work with different cabin crew each day, so we have to work well as a team to deliver outstanding customer service.
We are, of course, primarily there for safety and security on board. We have exams every 12 months, and we’re tested on safety procedures such as door drills, oven fires, security and first aid.
Was this a job you always wanted to do?
I wanted to be a primary school teacher when I was a child, but realised I didn’t want to go on to further study so I became a fitness instructor, where I met a few women who were cabin crew. They were glamorous and so passionate about their jobs. I applied, and haven’t looked back since.
What would passengers find surprising about your work on board a plane?
On our long-haul aircraft we have crew bunk beds. The crew also have food that is different from that served to the customers.
How do you handle badly behaved passengers?
It’s very rare these days to have badly behaved passengers, because there’s a zero-tolerance policy towards unruly conduct. We do sometimes have rude passengers on board, and we have to consider that passengers may have something distressing going on in their lives, or that they may have a fear of flying. But our primary aim is to find out why the passenger is behaving in such a way, calm the situation down and resolve the problem.
Tell me about BA’s Flying with Confidence course.
We run courses for adults, teenagers and children. We’ve being doing these courses for 30 years, and more than 50 000 people have attended them.
Our course is hosted by British Airways pilots who give a detailed explanation of the technical side of aviation. One of our psychologists then talks about the psychological aspects of aviophobia, the mechanics of fear and how best to
deal with anxiety and panic.
What are the most common reasons for developing a fear of flying?
Lack of control, lack of knowledge, the technical aspects — like the sounds of the aircraft or being involved in an incident — and turbulence or claustrophobia, and also the responsibility of being a parent.
Can anyone learn to enjoy or at least tolerate flying, or are some people just destined to be afraid of flying all their lives?
One in four people has a fear of flying. And yes, you can overcome that fear. It’s like anything in life; you just have to keep going. We call it the ball and chain: don’t let it hold you back and don’t let the fear beat you. There’s a big and exciting world out there to discover once you overcome the fear.
What do you love most about your work?
That no day is the same; it’s not the job for you if you like routine. I also love that you get to stay in some fantastic places and meet so many interesting people on your travels. But the most rewarding part for me is when you see loved ones waiting at the airport with flowers and balloons, and they’re clearly so happy to see that person. It makes me happy knowing that I did my part in
making that happen.
What advice would you give to anyone keen to work as a cabin crew member?
To be passionate and enthusiastic about customer service, with a willingness to serve and exceed the customers’ expectations. And a warm welcoming, friendly smile.