Steps Students Reach New Heights On British Airways Visit

Posted on the 9th August 2019

Our Steps Towards Employment and Progression (Steps) students spent a great day visiting the British Airways offices in Didsbury. In a series of imaginative presentations with an emphasis on customer facing roles, they learned about what it is like to work for the airline.

From Heathrow to Manchester

The first part of the British Airways (BA) visit immersed the group in a virtual flight from Heathrow to Manchester Airport. It even took the same length of time. A passenger safety video featuring David Walliams and Olivia Coleman engaged everyone’s attention. Next up was a video giving a pilot’s eye view of a British Airways plane taking off from Heathrow Airport. Not many of us get to see that!

Adding to the in-flight experience staff appeared with cabin crew carts, offering free snacks and soft drinks to the group.

Customer Relations

While ‘in-flight’, BA staff talked to the learners about the importance of good customer relations and its significance for customers and staff alike. Entertaining and memorable videos showed examples of good and bad customer service.  They emphasised the importance of professional behaviour in the workplace .

Another view-from-the-cockpit video featured the approach and landing of a BA plane at Manchester Airport. The informative journey for the learners was far from over though.

Pure Innovations makes such a positive impact on people’s lives and it was a pleasure to meet the students and be a part of this. Our aim was to enable them to put their employability skills into practice and increase their confidence and customer service skills and we were pleased to hear that they enjoyed the day as much as we did and got so much out of it.

Lee Bowers - British Airways

The British Airways Workplace

The Steps students were then taken on a tour of the British Airways offices. This showed them what a real work environment is like and introduced them to more of the different work roles within BA.

After lunch, group activities included customer service bingo. This is similar to ordinary bingo but learners  ticked a number on their card whenever they recognised  an example of a customer facing role next to it.  Winners were rewarded with a goody bag full of prizes. You can see from the pictures above how pleased the students were with their prizes!


We’d like to thank the British Airways team who gave our students wonderful insight into how a company with great customer service works. The students enjoyed the whole day and learned so much about customer facing roles.

Julie Abbott - Pure Employment Officer on Steps Programme

To put everything they learned into practice some learners then had a mock interview with British Airways staff – a very valuable experience. To round off the day each of the Steps students received a certificate for completing their visit with flying colours.

Thank you to Lee Bowers and Joy Ashton from BA for being so accommodating to all of our Steps groups. We really value supportive employers and the rich learning experience they offer to our learners.

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