Analysis of Employment Relations and HR Practices at British Airways

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HUMAN RESOURCE
MANAGEMNET FOR
SERVICE INDUSTRIES
BRITISH AIRWAYS UK

Table of Contents
Task 1.................................................................................................................................................3
Introduction.......................................................................................................................................3
Development of HR Plan for the new flight service to Madeira (AC 1.2)...........................................5
Conclusion.........................................................................................................................................6
Task 2.................................................................................................................................................6
Introduction.......................................................................................................................................6
Assess the current state of employment relations in the airline industry (AC 2.1)............................6
Discusses how employment law affects the management of human resources within British
Airways. (AC 2.2)................................................................................................................................7
Conclusion.........................................................................................................................................9
Task 3.................................................................................................................................................9
Introduction.......................................................................................................................................9
3.1 Discussing a job description and person specification for Cabin Crew, British Airways...............9
3.2 Comparing the selection process of British Airways and Transport for London........................10
Conclusion.......................................................................................................................................12
Task 4...............................................................................................................................................12
Introduction.....................................................................................................................................12
Evaluate the contribution of training and development activities to the effective operation of BA
(AC 4.1)............................................................................................................................................12
Conclusion.......................................................................................................................................14
References.......................................................................................................................................15

Task 1
Introduction
BA is one of the most trusted and reputed global airline companies operating mainly in the
UK airline industry. It offers low fare all year around having extensive global route network
flying to and fro from the centrally located airports. IAG is the parent company of BA. This
section deals with the purpose of HR in British Airways for the development of the new route
of BA from Heathrow to Madeira and return flights in the summer season. It also discusses
the HR plan based on the analysis of the supply and demand with the proper justification of
the roles and the number of staffs as well the hours of work for delivering this new flight
service to Madeira.
Evaluation of the role and purpose of human resource management in a selected service
industry with reference to British Airways (AC 1.1)
According to Larsen (2017) HRM is the practice of recruitment, selection, planning as well as
deploying and managing the human resources involved in a business organization. The HR
department has the role of analysing the recruitment, selection, providing training to the
employees, planning and forecasting, as well as development of the organizational HR
policies and monitoring the performance of the employees working in business organizations.
The role as well the purpose of HRM in British Airways for the delivery of the new flight
service to Madeira has been explained below
Planning and Forecasting: The trainee HR officer in British Airways would be developing the
comprehensive HR plan on the main objective of introducing new flight service to Madeira
from Heathrow in this peak summer season. The trainee HR officer must be conducting a
proper planning of the type of employees required for this new service to be catered, the
development of the HR policies, the number of employees required along with their
employment contracts to be developed, the rewards and compensation planning, the training
and development plan and the performance appraisal systems to be developed for monitoring
their performance for this new flight service to make it successful by BA.
Workforce planning and Employment: The workforce planning is the planning for the
recruitment and the selection process used by BA in reference to this new service. The trainee
HR officer is communicating with the line manager in order to understand the staff needs and

fill the vacancy in a timely manner. The trainee HR officer might be recruiting and selecting
only the best possible candidates for this new service to become successful.
Training and Development: The purpose of the trainee HR officer is to provide the new
candidates the extensive and all round training and personal development so that the staffs
could be able o provide high quality and effective services to the customers in his new flight
route by BA. The trainee HR officer would be playing the role of a mentor or coach who
have been providing the on the job and off the job training to them.
Rewards & Benefits: The purpose of arranging the rewards and benefits for the staffs in order
to motivate and make them engaged for this new flight service to be operated by BA. The
trainee HR officer is providing the role of motivator here who motivates the staffs through
the attractive compensation plan and benefits provided to them.
Policy Formulation: The trainee HR officer has the purpose of making all the staffs to be
aware of the organizational policies. In this study the trainee HR officer of BA should
understand the organizational policies for the introduction of this new flight service to
Madeira. The HR officer is acting as the mediator.
Employee Relations: The trainee HR officer for the delivery of the new flight service to
Madeira from Heathrow needs to adopt and maintain personal and cordial relationships with
the employees. The trainee HR officer should be looking after the health and safety of the
staffs who will be working on board as well on the Heathrow and Madeira airports when the
airlines of BA comes in and land. The needs and rights of the employees for this new flight
service should be taken into supervision which is including the issue of discrimination, unfair
treatment, sexual harassment and they should comply with the organizational policies. The
trainee HR officer is needed to be playing the role of problem solver in this case.
Deployment and Monitoring of Employees: This is the other purpose to be taken into
consideration which is involving the deployment and the monitoring of the performance of
the new employees who will be recruited and hired for this new flight service to be
introduced by BA. The development of the performance appraisal systems for tracking and
monitoring the performance of the new staffs in BA is to be done. In this purpose the trainee
HR officer is playing the role of monitor evaluator.

Development of HR Plan for the new flight service to Madeira (AC 1.2)
According to Armstrong and Taylor (2014) HR plan is defined as the continuous process of
systematic planning which is useful in achieving the optimum use of the human resources.
This is the planning which is ensuring that how the human resources have been managed
within the service industry with the analysis of the supply and demand forecasting to be taken
place. In this study there would be the HR plan to be organized for the introduction of the
new flight service from Heathrow to Madeira and return route by British Airways.
HR Plan
Type of Staffs Number of Staffs Hours of Work
Required
Staff Roles
Ground Staffs 52 13 Baggage checking,
health and safety of
the crew members
and the passengers,
cleaning the flights
and runway between
the flights.
Cabin crew 15 10 Ensuring comfort
and safety onboard,
supervision of
emergency
equipments
onboard,greeting
passengers, showing
seats to the
passengers etc.
Ramp Agents 25 12 Marshalling of
flights, loading and
unloading, deicing,
servicing the flights
etc.
Line Personnel 35 17 Flight scheduling,
flight crews to man

the flights, training to
the flight crews etc.
Flight Dispatchers 12 19 Tracking of flights,
supervising the
safety of the flights,
aircraft performance
and loading,
forecasting
thunderstorms and
turbulence etc.
Conclusion
Form this section it is evident that the trainee HR officer needs to be indulging in performing
the various types of roles for fulfilling the functions of HR in BA operating within the airline
industry. It is evident that here is the proper analysis of the HR plan to be introduced and
implemented for the introduction of the new flight service from Heathrow to Madeira to be
taken place by BA.
Task 2
Introduction
The current study will discuss relation between employer and employee in Airlines industry.
In addition, in which way this service industry mitigates various problems with the help of
union body. Airline industry is also introducing multiple strategies to improve skill and
overall service quality of the employees. Various factors, which will be discussed in the
study, are employee empowerment, employment laws and in which way it is leaving impact
on employees’ performance. In addition, benefits employees of British Airway are getting
from the organisation will also be highlighted in the study.
Assess the current state of employment relations in the airline industry (AC
2.1)
In recent time it has been seen that airline industry is one of the largest industries. Business
environment of this industry is rapidly changing with change in time. Along with that
employee relation is also an important aspect of this industry in order to increase revenue of
the industry. However, from the perception of human resource manager various factors about

airlines industry has been taken into view namely culture, employee participation,
empowerment, conflict management and many more. However, it has been seen that the
current state of airlines industry is not up to the level. Employees as well as, customers are
facing various kinds of issues in the industry.
Unionization can be said as labour union, which act as intermediate between company
management and employees. As per the opinion of Helmreichand Merritt (2017, p.32), it can
be commented that airlines industry reflects diversified culture in the organisation. Internal
business process plays a vital role in this industry. Maintaining consistence in airlines
industry is different due to presence of customer from different cultural background.
Customers of this industry are quite flexible in airlines industry. In case of airline industry, it
has been seen that, there is a collective bargaining between employees and human resource
management. Quality of service staffs of this industry offers to the customers do not get
satisfied. Therefore, this is also affecting labour relations to some extent. Trade union are
those governing body who helps in solving various issue of work environment. In airlines
industry, there are three industry unions namely AFA, NATCO and ALFA. AFA, trade union
is having 19 airlines and 60,000 flight attendance. In addition, this trade union are also
helping in increasing safety measurement of the customers. Airline industry is also
developing various policies for the customers. Employee participation is high in this industry.
Major work is done by service staffs of the organisation.This results in increase in employee
participation. Conflict management is also another essential factor of service industry. It has
been seen that, human resource management of airlines industry takes into view various risk
factors and mitigate it accordingly. It can be said that conflict is likely to arise from
customer’s side for poor service quality, inexperienced staffs and any more. Hence, this issue
can be managed providing sound training to the employees. Overall, it can be said that
employee relation is strengthen to some extent with the help of trade union and other
governing body.
Discusses how employment law affects the management of human
resources within British Airways. (AC 2.2)
Employee’s law helps in providing flexible working environment to the employees.
Moreover, any kind of employee discrimination can also be removed from work
environment. However, British airway in their business environment has integrated various
kind of employment law for having better working environment. Equal Pay Act 1970 ensures
that all the employees are getting equal financial treatment (legislation.gov.uk, 2019). This

act also includes service pay, commission, retirement scheme and many more. Sex
discrimination Act 1975, ensures that employees of different category are treated equally in
work environment (legislation.gov.uk, 2019). Race relations Act 1965, ensures that colour,
race and origin of one employee is valued under all circumstance (parliament.uk,
2019).Employee Right Act 1996, offers guaranteed payment, justified working hour, extra
remuneration for over time and many more (legislation.gov.uk, 2019). All this employment
laws are integrated in business environment of British Airway. The airline organisation is
also having various other employment scheme, which results in various benefit for the
employees.
All this rules and regulation provides privilege to the employees in working environment. In
addition, British Airway also offers sick leave, retirement plan and many more. As per the
view of Noeet al., (2017, 47), it can be commented that human resource management practice
is a type of practice in any business organisation, which ensures effective practice of
employees’ rules and regulation in the organisation. Moreover, British Airway cannot
entertain any unethical practice in the organisation due to this rules and regulation. The main
role of human resource department is to monitor whether the employer and employees are
working as per rules and regulation or not. Along with that, British Airway has also
highlighted consequence of not following rules and regulation.The organisation also offers ill
health treatment with the help of which employees can experience several benefits at the time
of treatment. British Airway provides financial support to its employees if, required.
Furthermore, it has also been seen that ACAS helps improving relations between employer
and employee. The organisation is integrating various aspects of ACAS for the betterment of
the organisation. British Airway is mitigating staffs and wages issue with the help of ACAS
(theguardian.com, 2019).

Conclusion
It has been concluded from the above study that, relations among employee and employer is
not sound to some extent. Issues of employees of airlines industry is mitigated with the help
of various union bodies, approximately 19 airlines are attached with union bodies.
Employment laws of UK have been incorporated in the organisation. This supports
employees at the time of ill health, retirement and many more. British Airway offers
customised service to the customers and makes customer feel comfortable in the business
environment. Human resource planning department has changed the organisation of British
Airway and internal business process is also done effective for the potential customers.
Therefore, these are some factors concluded from business practice of British Airway.
Task 3
Introduction
The objective of the report is to review the recruitment and selection processes within the
British Airways. This review is done for ensuring that the R&S process of the company meets
legal requirements and industry standards. Therefore, the report will include a discussion of
the job description and person specification for the post of cabin crew in this firm. In
addition, the report will also include a comparison of the selection processes of British
Airways and Transport for London.
3.1 Discussing a job description and person specification for Cabin Crew,
British Airways
As per the view of Foster (2014), job description plays a crucial role in the recruitment and
selection process. Therefore, it is important to ensure preparing better job description, as it
provides many advantages. The primary advantage of job description is that it provides a
detailed information to applicants or candidates regarding the job. The applicants or
candidates being aware of detailed information about the job can easily identify they are
eligible for job or not. This factor reduces the application of ineligible candidates for the job.
Hence, it benefits the organization in getting the application from the most eligible candidates
for the job.
The job description and person specification for a Cabin Crew, British Airways is very well
prepared. It provides very detailed information about the job of Cabin Crew in British
Airways. It begins with mentioning positive opportunities for the candidates. As opined by
DeCenzo,Robbins andVerhulst (2016), it is very important to ensure preparation of job

description that attracts and convince candidates to apply for the job. Thereafter, the principal
accountabilities for the job of Cabin Crew are mentioned. The principal accountabilities
mentioned include important factors such as ensuring compliance with all corporate policies
and procedures in accordance with relevant legislation.
In addition, the job description includes required personal specification for the job of Cabin
Crew. The personal specification is divided into two parts that are skills and qualification.
Thus, the mentioned personal specification covers both the important aspects that are
required skills and qualification. The division of both factors makes it easy for the candidates
to check their eligibility for the job. Along with the mentioning of skills and qualification, the
required experience is also clearly mentioned. As mentioned by Marquand (2018), to work in
the service sector it is important that employees have attractive personality. Thus, it is
important that employees have better physique along with the behaviour. Therefore, the job
description further includes the physical criteria and required behavioural role for the job.
The idea of including the physical criteria and behavioural roles benefits in ensuring the most
appropriate candidates for the job. The analysis and discussion of the job description for
Cabin Crew, British Airways signifies that the prepared job description is very good. It
mentions all-important details that help in ensuring the selection of most appropriate
candidates. Particularly, the idea of including the physical and behavioural requirement is a
great initiative. It helps in limiting the application from candidates, as it makes the level of
qualification or eligibility for the job very tough.
3.2 Comparing the selection process of British Airways and Transport for
London
As stated by Noeet al. (2017), the companies have options for the selection process. Hence,
the selection process varies in different organizations. The selection process can be an offline
or online process. The differentiation is prevalent even in the online process, as companies
can include different steps in the online process of the selection. In case of British Airways,
the vacancies are placed on the British Airways careers webpage and in case of Transport for
London, apart from placing the vacancies on website of the company it is also placed via
recruitment agencies. The decision of Transport for London to place vacancies via
recruitment agencies increases the chances of getting candidates that are more eligible. The
reason for such is that it increases scope of getting applications for the vacancies from more
number of candidates, as many candidates does not check the website regularly for vacancies
and are often more reliable on recruitment agencies. As mentioned by Armstrong andTaylor

(2014), the recruitment agencies benefits the organization in getting eligible candidates for
the job because they have leads or job proposal from many candidates.
In the second step, the candidates have to complete certain questions for ensuring the
eligibility in case of British Airways. However, in the case of Transport for London have to
create the login and password to the job vacancy page. In this step, it seems that British
Airways have implemented better strategy in comparison to Transport for London. The
decision of including the answers of certain questions helps in eliminating illegible
candidates at early stage. In the third step, the applicants answered the asked questions have
to compete and interest form. The third step of selection process of Transport for London
allows applicants to complete an on-line application. This option for completing an online
application is included in the fourth step of British Airways. Whereas, the forth step of
Transport for London includes completion of an online Situational Judgement Test.The
British Airways in its fifth step of selection process has include a series of online
psychometric tests for applicants. However, in case of Transport for London, the applicants
are invited for a written assessment session in fifth step of selection process. Thus, in the fifth
step of selection process one the one hand British Airways conducts online psychometric test
and on the other hand, Transport for London invites applicants for a written assessment.
However, in case of British Airways, the applicants successful in the online test are invited
for the Assessment day in the sixth step. The sixth step in context of Transport for London
calls successful candidates for a role-play exercise and interview. The seventh step of both
British Airways and Transport for London focuses on the background check and medical
check. In the eight step of selection process, the British Airways offers a training to selected
employees and Transport for London offers a position to selected employees. Then the final
and ninth step of selection process in British Airways is the appointment of employees after
successful completion of training. Hence, British Airways have an extra step in its selection
process that is providing training for newly selected candidate prior to appointing positions to
them. Thus, the training period or plan for newly recruited employees is absent in the
Transport for London. This is the main drawback of selection process in Transport for
London. As mentioned by Tabvuma Georgellis and Lange (2015) the training of new
employees is very crucial and it provides many benefits. The primary benefit of training for
new employees is that it helps them in getting compatible with the organizational culture.

Conclusion
It is evaluated that it has helped in assessing and analysing the important factors of job
description. It has been found that the job description for Cabin Crew, British Airways is well
prepared. Particularly, the idea of including physical and behavioural requirements is great
decision and makes job description more effective. It has been identified that the selection
process of British Airways includes nine steps and selection process of Transport for London
includes eight steps. The major difference is the including of training period prior to
appointing position in the selection process of British Airways is not available in the selection
process of Transport for London.
Task 4
Introduction
In this section the study is evaluating the various type of training. The study is also
determining the benefits and the training effectiveness for the employees working in BA. The
study is also discussing the role and the need for the training. The study is also focusing on
the concise summary of the overall contribution of training and development on the
operations of BA.
Evaluate the contribution of training and development activities to the
effective operation of BA (AC 4.1)
Different types of training
The type of training for employees is much dependent on the requirements of the
organization. The common types of training areorientation training, technical training, safety
training, skills training, and managerial training. The selection of these different types of
training is dependent on the circumstances or the requirements of the organization. For an
example, the British Airways provides an orientation training to new employees.
Difference between training and development
As per the view of Larsen (2017), the training and development differs from each other. The
primary difference between training and development is that training is the short-term process
and development is the long-term process. Thus, the training focuses on the present
objectives and the development focuses on the future objectives. As opined by Chao (2014),
on the one hand, training is job oriented and on the other side, development is career oriented.