Training has helped Virgin Atlantic's management team to improve service to the airline's 2 million customers who use Heathrow Airport, London, each year. Virgin Atlantic recently launched new departure facilities at the airport's Terminal 3. Part of BAA's ￡1 billion investment plan for the terminal over the next 10 years, they include a private security corridor the airline's first-class passengers and a new check-in area. The changes in design and layout of facilities meant that Virgin Atlantic's management team, responsible fo4r some 750 employees, had to implement new processes. In addition, the company needed to harness greater team cohesion, empower its leaders and encourage personal accountability, in order to continue to meet stringent safety standards and improve customer satisfaction.
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