As part of the airline`s continued preparation for its transatlantic launch, British Midland has appointed Elaine Walker to the new position of General Manager - Cabin Services.
Elaine will focus on managing the change and increase in activities facing the cabin services division as it prepares for long haul operations. Whilst implementing this change, she will also ensure that the airline`s culture of delivering outstanding customer service is maintained.
Based at the airline`s main operating hub, London Heathrow Elaine will be responsible for over 1,200 cabin crew. Her reports include all in-flight regional and training managers and she will report directly into director, services, Peter Rowe.
Peter Rowe, director, services said:
“It was important for the cabin services division to be led by an individual who is passionate about the extremely important customer facing role our crew hold, Elaine fitted this criteria exactly. Her enthusiasm will ensure that cabin services is well equipped for the airline`s drive to become a world class airline.
“Prior to taking up her position, Elaine took the decision to train as British Midland cabin crew. She passed the course and then flew, gaining invaluable first hand experience on line. Her commitment is unfaltering and I am delighted that Elaine is bringing her experience and expertise to this new position.”
Prior to joining British Midland, Elaine spent over 20 years with British Airways, most notably implementing the new cabin crew fleet for Boeing 767`s as Senior Manager, responsible for 900 cabin crew. Laterly, she spent eight years within the Customer Services department at London Heathrow.
Commenting on her new position, Elaine said:
“I`m also particularly excited about the prospect of returning to cabin services after an eight year break. It`s because of that break that I undertook British Midland`s four week training programme at Stockley Close and then put the theory into practice again. My time on line gave me the opportunity to meet and talk to the crew in their own environment and experience the job, again, first hand. I am keen to involve the crew as we move forward and this initial feedback gained in flight will assist my team in shaping the future.”
“I am delighted to be joining British Midland, an airline with an excellent record for customer service that is going places.”
British Midland is the UK`s second largest scheduled airline operating over 2,000 flights a week to over 30 destinations. It has been campaigning for the right to operate transatlantic services for over two years and continues to put the infrastructure in place to achieve this goal including opening a £15 million training centre in July 1999 and announcing the order of four wide-bodied A330-200 aircraft in February this year.
In the summer of 2000, British Midland will also formally join Star Alliance, the world`s largest airline alliance. Joining Star Alliance gives British Midland the opportunity to offer increased competition and choice for all travellers at the same time as allowing the airline to extend its competitive offering to cover new markets. Star Alliance carries over 282 million passengers each year on a route network reaching more than 800 destinations. The 13 Star Alliance member airlines operate 9,200 daily flights, using a fleet of over 2,000 aircraft.