Customer well being
The well being of our customers is extremely important to us. Every year, we listen to the views of over 600,000 customers through our surveys and research. We also seek the advice of young travellers through a special advisory board. As a result we offer a range of high-quality products and services to meet the needs of our customers.
More about customer well being
Click on the topics below for more information.
Well Being In The Air Programme
Our Well Being In The Air Programme provides our customers with information to help them reach their destination feeling healthy, refreshed and relaxed.
The programme offers advice on:
- in-flight exercises to help reduce stiffness and the possibility of travellers' thrombosis
- tips on what to do before and after a flight
- a series of sleep advice podcasts from our resident sleep expert, Dr Sleep
More about health and well being
Medical care in the air
All of our cabin crew are trained in advanced first aid and intermediate life support, and they have regular refresher training. They also have access to the MediLink service which allows them to seek immediate expert advice in case of an emergency.
Our medical kit far exceeds legal requirements and is used as a benchmark worldwide. We provide specialist medical meals for our customers where needed.
Special assistance
We provide a range of special services including:
- extra help for children travelling alone and disabled passengers
- assistance dogs allowed onboard
- in-flight service for the hard of hearing i.e. headphones compatible with standard hearing aids
We also provide information for customers making travel plans, giving advice on whether customers with certain medical conditions are fit to fly and helping customers understand how best to transport pets.
More about special assistance and additional needs
Food and entertainment
Our Culinary Council is made up of some of the world's leading chefs and food experts. They design our meals so that they are specifically tailored to in-flight dining.
- Our aim is to provide meals that are light and digestible but with clear and distinctive flavours.
- We work to ensure the food and entertainment we provide meets the needs of our customers.
- We develop menus with our customers' cultural and religious needs in mind and we have a range of in-flight films available in dual languages.
- We also have international magazines and newspapers available on board and in our lounges.
Elemis Travel Spas
We have teamed up with luxury British spa and skincare experts Elemis to offer spa therapies and in-flight skincare products to rejuvenate passengers on their journeys.
Our choice of Elemis compliments our concern for the environment and commitment to sourcing products and services responsibly:
- Elemis use the finest ingredients from nature but never takes resources that are endangered or those that would adversely affect local communities
- rare or protected plants are not harvested from their native environment but grown in France and harvested under control
- plants are harvested once a year allowing small animals to live and thus participate in the biodiversity of the environment
- ISO 14001 certification ensures optimised waste handling and a 75% recycling rate
More about Elemis' environmental philosophy