Cabin crew prepare for take-off at easyJet

Citation

(2009), "Cabin crew prepare for take-off at easyJet", Industrial and Commercial Training, Vol. 41 No. 2. https://doi.org/10.1108/ict.2009.03741bab.001

Cabin crew prepare for take-off at easyJet

Article Type: Notes and news From: Industrial and Commercial Training, Volume 41, Issue 2

European low-cost airline easyJet is reducing the length of its existing four-week face-to-face course for new cabin crew by introducing much of the underpinning knowledge as e-learning.

The company has partnered blended-learning specialist Epic to develop the new induction program, named Buckle Up!

All new starters will need to complete the blended-learning course in order to obtain their cabin-crew qualification. They will complete the online course elements and must pass a stringent online assessment before attending the airline’s academy.

Barbara Gordon, cabin-crew training manager, explained: “We expect to recruit 750 cabin crew in the next 12 months – a big increase on previous years. Not only will we reduce accommodation and training-room costs, we will also be offering an enhanced, quality e-learning experience. The blended approach promises to be engaging and easy to access and to offer measurable results.”

Regulatory requirements stipulate that certain elements of Buckle Up! must be delivered face-to-face. These will be supplemented by e-learning covering theory, thus leaving the face-to-face delivery to explore more complex topics, which necessitate group discussion, collaboration and real-time application.

Challenging targets have been agreed between easyJet and Epic, which will be used to track the effectiveness of the blend, as well as ensuring that key stakeholders such as the Civil Aviation Authority are fully engaged, to guarantee successful and timely implementation.

Meanwhile, having recently moved its call center from Oman to Bahrain, Middle Eastern airline Gulf Air is training an entirely new workforce in sales techniques, communication skills and customer service.

UK-based facilities, property and engineering-services company MITIE spent two weeks running a series of three-day courses for 70 Gulf Air people and has been asked to return to undertake further training.

Rebecca Pettersson, head of the worldwide contact center at Gulf Air, said: “Great customer service is a key differentiator in our industry. As we aim to be the carrier of choice, training our sales team was a top priority. Five-star service is what we were looking for and, with MITIE’s bespoke training sessions, I believe we will achieve it. The training sessions have energized team members and taught them new and effective techniques that can be taken back to the workplace.”

The Gulf Air contract follows a successful first year for MITIE’s new client-services business, which specialises in such front-of-house services as reception, switchboard, helpdesk, meetings and event management. The company supports clients in the financial, legal, automotive and media sectors.