Back In The Air

This past weekend I returned to the skies for the first time in 114 days. My last flight had been on the 24th March and since then, other than a couple of longish walks, I’ve never ventured further than a mile or so away from home. It felt like the time was right. I wanted to see how my Mom was faring and how aviation had responded to the challenges of COVID-19.

As it happens both have taken the challenge head on but here are my thoughts on both Heathrow and British Airways.

Heathrow Airport - Landside

I arrived at Heathrow’s Terminal 5 via London Underground’s Piccadilly line where mask compliance was 100%. To avoid repeating myself that universal mask use was encountered throughout the terminal by all staff and passengers.

Signage about social distancing was plentiful as were hand sanitizer dispensers - they are everywhere, including on the jetways / air bridges.

With only the immediate aftermath of the UK “lockdown” to compare I was pleasantly surprised with a moderate bustle throughout the check-in hall. The departure monitors now running to almost 3 full screens for the day.

The terminal was spotless but that’s a normal state for Heathrow.

I checked in at the British Airways Wing as a Gold Card holder. Perspex on the check-in desks, you hold your own ‘phone and ID so there is no contamination risk (this is a theme throughout), face mask off for the ID check and also for the security gate cameras but it is business as usual.

Security now require everyone to remove their shoes but, other than that, it’s normal and since you’ve touched those trays there are sanitizer stations before you walk into the lounge.

British Airways First Class Lounge

The horse has never seemed so welcoming nor has the lounge appeared so clean. Not a crumb on the carpet nor a single dirty dish or glass anywhere.

Perspex dividers have been placed between seats and there are the usual number of single, double, group areas. There are as few changes to the lounge. The terrace has now been converted into a temporary Concorde Room, there is now a staff service bar for drinks where the self-service champagne and wine bar used to be and the buffet is no more. No magazines or newspapers either - but the download option is still offered.

And here is where the response to COVID-19 has resulted in genuine innovation and an enhanced service.

Every table has a QR Code.

You scan the QR Code with your phone and click on the link it provides.

Name, (table number is prepopulated) and the day’s code, make your selections, order confirmed.

In my case - Champagne and orange juice arrived in 3 minutes, breakfast 2 minutes after that and coffee 1 minute after that.

This all felt like a huge improvement on the buffet format (yes you could order from a menu as well but that was haphazard) this way movements are reduced throughout the lounge and it’s an altogether calmer and more luxuriant vibe. Lounge attendants are masked and wear gloves. Your used dishes are removed quickly and you can order as many times as you want.

Washrooms are cleaned after every use and are almost at the same standard as those in the main terminal.

Heathrow Airport - Airside

Terminal 5 is beginning to adopt an air of normality. Most of the boutiques and stores have reopened. Some food and drink outlets remain closed but there are enough to satisfy most tastes and it’s improving all the time - check the Heathrow website before you travel.

All of the seating throughout the airport has been adapted to block off portions to maintain social distancing.

And now for the biggest upside of COVID-19 adaptations. It may seem counterintuitive but trust me it works. The aircraft is boarded from rear to front. Passengers are called up by row numbers. None of that 5 different boarding groups with gate checked queue jumpers. Since I was sitting in row 1 I was in the last group to board but it was the smoothest boarding I have had in years. Disembarking is front to rear and no one stands up until their rows are called. Again smooth and no more ‘aisle carnage’. Let’s hope someone is taking notes.

British Airways - Onboard

All of the crew are wearing masks. You’re greeted at the door (social distancing on the jetway) and handed a sealable plastic bag (for trash) which includes hand-gel and a disinfectant wipe.

Both of my aircraft were spotlessly clean. If you’ve become used to opening the tray table and finding coffee cup rings from the previous seat occupant that’s now a distant memory.

Before the regular safety announcement you get a COVID-19 update on their new procedures. Including the need to wear a mask, the disembarkation process and the food offering. Oh and there are no in-flight magazines, just the safety card.

With ‘Buy-On-Board’ paused to make things simpler and reduce risk everyone onboard now gets ‘complimentary’ food. In the Club Europe cabin, where I was, this is a bagged meal but with a full bar - no ice and it’s plastic glasses and paper cups.

In Summary

Both of my journeys from LHR - EDI and back again felt incredibly safe. In fact I felt more confident in the social distancing and virus protocols at Heathrow Airport and onboard British Airways than my usual grocery shop.

But, just as importantly, a lot of effort has gone in to making the journey through the airport and onboard feel as friendly and normal as possible.

And finally one of the upsides, besides the health benefits, of wearing masks is how much you focus on someone’s eyes. And every pair I encountered over the weekend have twinkled - staff are pleased to see you back and you’ll receive a very warm welcome from the moment you set foot in the terminal.

It really is time to get back into the skies - it’s never felt safer and now is the time to enjoy an almost ‘golden age of travel’ where there are less fellow travellers because, let’s be honest, it’s other people that are the problem 😉 and it felt like the 1990s and regular commuting on the Scottish ’Shuttle’ with sub-60 minute pushback to touchdown times !

ABOUT THE AUTHOR

Mark Izatt is a brand consultant living in London and founder of Mission Critical, a highly focused and curated weekly briefing for time poor and information hungry decision makers and THE FIRST, a monthly briefing containing 31 inspirational insights. Mission Critical is a digital product delivered via his Estonian Consultancy business.

You can email Mark here and read about his recently published book ‘Mission Critical - 101 tips to survive and thrive at work in the office, on the move and at home’.