What’s the best part of your role?
Carly: Without a doubt, the best bit about my job is the people you meet. From passengers to fellow crew members to other Virgin staff all over the world, I have met some amazing people. When it comes to passengers, I've met all kind of celebrities including personal icons of mine from the fitness industry, as well as some absolutely fascinating customers like a 90 year old lady who survived the holocaust. Claire: No two days are the same and it’s very satisfying when you see an aircraft depart safely, securely and on time.
Tell us about the service you deliver and what’s so special about it.
Carly: I think as crew our customer service is so special because we actually care. We want all our customers to have a happy and enjoyable flight. We put ourselves in our customer’s shoes by drawing on our own and our loved ones' experiences. From elderly passengers that remind us of our grandparents, to families with young children, pregnant mums-to-be, people celebrating special occasions and families who've saved for years for a holiday of a lifetime – if we haven’t experienced it ourselves, someone close to us has and we recognise all those feelings our customers are going through. Claire: The main service I deliver to our people and our customers is the safety of the operation on the ground. We must get that right before we do anything else. In my job I also have to deal with people who are experiencing a whole spectrum of emotions. Sometimes we have to deliver bad news or deal sympathetically with somebody who might have missed their flight.
How important is teamwork in your job?
Carly: Making relationships quickly is a very important part of the cabin crew role. In fact, your ability to do this is assessed during the whole of the interview process. There are 5,000 cabin crew and after nearly 10 years in the role I still work with people I’ve never met before on a weekly basis. I believe you have to be open and accepting to all different types of personalities but the main thing is that you’re adaptable. Claire: Everything we do is teamwork. We're either working with colleagues on the ground to make sure everything and everyone is on board at the right time, or working closely with all the other people involved in servicing an aircraft to ensure the working environment is safe and secure and all the processes are followed, or working with the pilots and cabin crew to sign off the aircraft for the flight.