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1st Edition
1st Edition
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Director
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IATA
800 Place Victoria
P.O. Box 113
Monteal, Quebec
Canada H4Z 1M1
Module Summary............................................................................................................................... 83
ii
iii
iv
12.2 Recognising and Responding to Suspicious Activities, Disruptive Passengers and Other
Threats ................................................................................................................................... 279
12.2.1 Disruptive Passengers ............................................................................................... 279
12.2.2 Response to Disruptive Passengers .......................................................................... 280
12.3 Cabin Crews Role in Aviation Security ................................................................................. 289
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INTRODUCTION
Introduction to Cabin Crew Training
Welcome to the exciting world of the cabin crew profession! If you
have been thinking about becoming a flight attendant, otherwise
known as cabin crew, then this course will give you a sound
foundation on all aspects of the profession. You will learn about the
aviation industry as well as aircraft and how they achieve flight.
There is also a module dedicated to the basic terminology and
language that you will need to communicate with others in the
aviation industry.
There will be many challenges along with the rewards of this
profession and you will have the opportunity to explore both aspects
throughout the course. There are many helpful hints and guidelines
to help you navigate the obstacles and challenges you might expect
to find once on the job. Some of these hints involve living a healthy
lifestyle by following some basic principles of good nutrition and
exercise.
The course also outlines the basic duties and responsibilities that
you will be expected to perform as cabin crew, including safety and
emergency procedures, food and beverage service, emergency
landing and evacuation, recognising dangerous goods, handling a
medical emergency, crew coordination and communications,
managing passenger interactions, handling special needs
passengers and ensuring the safety and security of crew and
passengers. In addition, this course gives you a basic background on
effective customer service, which is an essential skill to being a
successful cabin crew.
After completing this course you will have a clear idea of what it
takes to be cabin crew. The assumption is made that you do not
have any experience as cabin crew, so that the material covered is
basic and written in a style that is easy to understand. Once you
have completed this course you will have a good idea on what it
takes to land a job as cabin crew and what the minimum
requirements are in order to qualify for the position.
Learning Aids
To help you successfully complete and enjoy the course in a
productive fashion, we have included the following learning aids:
Introduction
Progress Checks
At the end of each Module there is a set of questions and exercises,
covering the learning objectives. This provides you with an
opportunity to practice for the final exam. These questions enable
you to assess your understanding of the concepts discussed. An
answer key is provided to help you asses how well you did.
Summary
Each lesson and module ends with a Summary drawing together the
main points.
Glossary
At the end of the Course, there is a GLOSSARY section, which
explains the most important terms used in the manual.
Recommended Reading
Should you wish to further research a given topic, a list of
recommended reading is included at the end of each lesson and/or
module.
Examination Procedures
The course fee covers the training material and mailing but does not
include any expense incurred by the student in connection with the
examinations.
Examinations leading to an IATA Certificate in Airline Cabin Crew
Training will be held in APRIL and OCTOBER of each year at IATA
Examination Centres (in Geneva, Miami, Montreal, Singapore and
many other locations).
The examination must be taken within 18 months of registering for
the course. Students who are not successful at the first attempt may
retake the examination once at no extra fee, within this period.
Introduction
Module Learning
Ojectives
Upon completion of this Module
you should be able to:
x
Lesson Learning
Objectives
Upon completion of this lesson
you will be able to:
x
CHRONOLOGICAL MILESTONES
Below is a list of major dates that have shaped the cabin crew
profession:
Progress Check
TRUE
FALSE
Answer Key
1. True
2. True
3. False
Lesson Summary
This lesson reviews the origin of the cabin crew profession and the
key historical milestones. Although the profession began in 1922 with
the cabin boys first in-flight service on Britains Daimler Airways, as
airlines grew so did the demand for airline staff.
In 1930, Ellen Church, a registered nurse, became the first
stewardess for Boeing Air Transport (later to become United
Airlines). Steve Stimpson of Boeing Air Transport hired Ellen Church
to be the first Chief Hostess, in addition to seven other nurses. They
were called the original eight. In 1933 and 1934 European airlines
followed Stimpsons lead. In the 1950s, the government and
regulatory agencies began to require that the cabin crew be trained
in safety procedures. Over the years these training programs have
grown, as the cabin crew is crucial for the safety and security of the
passengers. Today there are over 300,000 men and women working
in the cabin crew profession, ensuring that passengers feel
comfortable and safe.
Lesson Learning
Objectives
Upon completion of this lesson
you should be able to:
x
No matter the type of airline you work for, the duties of a flight
attendant are primarily the same. Job responsibilities fall into the
categories of safety, security and service. The duties within each of
these categories are numerous and challenging. While there are
many rewards to being a cabin crewmember, it is also important to
understand the challenges and responsibilities that come with the job.
without ID. Your airline will assist you in obtaining all necessary
identification badges.
4. Airlines may also require that you carry a flashlight. The flashlight
may be one that they issue or you may be required to purchase
your own.
In-flight management or your senior cabin crew will check to make
sure you have met all requirements for check in. It is important to
double-check these items yourself before leaving for the airport.
Once you are checked in, you should have sufficient time to check
your mailbox or company email for any changes in procedures. You
will also get other important information you need to know before the
flights departure.
One of the reasons you need to arrive early to the airport is to attend
a crew briefing led by the captain and/or senior cabin crew or purser.
(The purser is sometimes referred to as the in-charge flight attendant
or #1 cabin crew). This briefing will take place in the offices or on
the aircraft where you will discuss pertinent information about the
flight and review safety practices and procedures. At this point you
will receive your duty assignments for which you will be responsible
before and during the flight.
Once the crew briefing is finished you will board the aircraft. This will
probably happen about 45 minutes or 1 hour prior to departure
(depending on the size of the aircraft and type of flight). At this time
you will stow your luggage and complete all the pre-flight duties.
Since there are a number of simultaneous tasks to be completed
during boarding, the whole process can be quite chaotic if not
properly organised. A well-organised crew will make the boarding
process seem effortless but in fact the entire crew is very busy.
Depending on your assigned duties you will be responsible for
completing a check of the emergency equipment, completing security
and galley checks and preparing the cabin for boarding. Once this is
done the aircraft is ready for boarding. At this point you will probably
take a position in a specific area of the cabin in order to perform at
least some of the following tasks:
y Assisting customers with luggage
y Assisting customers with finding their seats
y Conducting special briefings as required for special needs
passengers and those in emergency exit rows
y Answering questions
y Offering pillows, blankets and magazines
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11
At the conclusion of the flight and after passengers deplane you may
be required to assist with tidying the cabin. If you are on a turn
around flight you must prepare to do the whole process again for
another planeload of passengers. However, if youve traveled
internationally you may have already completed 12 or more hours of
duty. At this point, you collect your luggage and personal items,
deplane and immediately clear customs. Now you can go to your
hotel for a much needed rest and layover.
Consider the fact that although you woke up at 4am for a 7am
departure and it is 12 hours later (it is now 7pm on your body clock),
it may be another day or time at your destination. Youll need your
layover to recover from the physical and emotional demands of the
day, not to mention jet lag and the effects of being in an aircraft
cabin. Taking a much needed rest will rejuvenate you for your next
assignment, which may begin within the next 8-12 hours when you
will begin the process all over again. Some layovers may allow for a
day or two or more before you are required to work on another flight.
On the other hand, on some trips you may have a workday that
includes one long flight with perhaps many legs or several shorter
flights that fly domestically. In all cases it is wise to rest in between
flights whenever possible. A day in the life of the cabin crew can be
long and exhausting but in most cases they are very rewarding.
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13
14
15
Progress Check
1. When you check in for a flight as a crew, you should possess
these items.
a) a watch
c) airline ID
b) passport
d) compass
16
Answer Key
1. a, b and c
2. Numerous places and cultures one gets to experience as cabin
crew member. As a cabin crew member you do not have a
typical 9-5 schedule and are often able to manage and trade
your schedule to suit your needs.
3. Many airlines do not offer compensation during the several
weeks training period, which is an important factor to consider
when choosing an airline. Research the different benefits the
cabin crew is eligible for such as vacation time, reduced fares on
flights and health-care.
4. y Assisting customers with luggage
y Assisting customers with finding their seats
y Conducting special briefings as required for special needs
passengers and those in emergency exit rows
y Answering questions
y Offering pillows, blankets and magazines
Lesson Summary
This lesson looks at the key points of the day in the life of a cabin
crewmember. A cabin crews day usually begins by checking-in early
so that you are ready for duty 1-2 hours before the flight, depending
on whether it is an international flight or not. During this time you will
attend a crew briefing usually led by the captain or the senior cabin
crew or purser.
When you report for work you are required to have:
1. Your regulation uniform and a watch
2. Your cabin crew manual that has up to date information
3. Passport, airline ID and security badges
4. A flashlight
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Besides in-flight duties like serving beverages and meals the cabin
crew is concerned with the safety and comfort of the passengers. It is
important to note that the cabin crew profession is a front-line
service, which means that you are constantly interacting with people.
This lesson also reviewed some of the rewards and challenges of the
cabin crew profession, including travel benefits, cultural experiences,
financial benefits, scheduling and lifestyle challenges to name a few.
The key to a successful experience as cabin crew is being prepared
and maintaining a calm and flexible attitude.
MODULE SUMMARY
This module gives an overview of the history of the cabin crew
profession, as well as some of the personal aspects of the job. The
historical information regarding the beginning of the profession gives
some perspective on how the profession has evolved from the cabin
boys of the 1920s to over 300,000 cabin crewmembers today. After
learning about a Day in the Life you have a better idea of the tasks
a cabin crew can expect to perform in one day as well as the rewards
and challenges one faces in the profession as a whole.
Though there are numerous rewards and travel benefits this module
also examines the challenges one might face as a cabin crew
professional. Furthermore, the module looks at the different benefits
a cabin crew may be offered in terms of health care and additional
perks. Finally, the module urges you to research these factors before
choosing an airline.
To prepare for the final exam, complete the progress checks found at
the end of each lesson several times. You know you are ready for
the final exam when you are able to perform the actions listed in the
module and lesson objectives.
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Module Learning
Objectives
Upon completion of this Module
you should be able to:
x
As with any job, there are certain steps that you need to take to
prepare yourself when applying for a job as cabin crew. Before
applying for a position as cabin crew you need to ask yourself:
y Do I meet the minimum requirements for the job?
y Where do I go to apply for a job?
y Do I understand common hiring practices and procedures for
the airline industry?
y What information do I need to have in order to apply for a job as
cabin crew?
y What will the training be like, if I get hired?
These and many other questions will be answered when you
complete this module, which will give you an overview of what you
need to do and how you should prepare to land a job in the airline
industry and in particular as cabin crew (or flight attendant). You will
be introduced to the general application process and minimum
requirements for applying on a job as well as basic personal hygiene
and grooming requirements for the position of cabin crew.
Lesson Learning
Objectives
Upon completion of this lesson
you should be able to:
x
19
Depending on the airline, some will require that you fill out their
application form while others may accept your resume/CV and cover
letter. If possible, it is recommended to submit both. Remember to
highlight the most important skills and experiences you have that fit
within your customer service background.
To apply for a job you must be able to sell yourself by highlighting
skills that airlines are looking for. Review your previous work or life
experiences that will translate to skills you will need as cabin crew.
Mention any skills or experiences in your past that would translate
well to this career such as medical background, security background,
volunteer work, taking care of children or the elderly, or work in any
service or customer relations business. Focus on customer service
and/or jobs that involved people, even for a short duration. If you
have held a waiter/waitress job during your college days, it could
prove helpful to mention in your application.
In addition, completing tasks efficiently, good attendance and
dependability is paramount in this industry. It would be beneficial to
mention these qualities in your work history.
Airlines require an extensive background and criminal records check.
Take the time to organise and list all the places youve worked at and
lived in. Some countries/airlines require 5 years and others may
require as many as 10 years of background check.
You should also list any language, computer, or first aid courses you
may have taken. If you have no experience in these areas, it is
advisable to take a class or two that will contribute to these
necessary skills.
Similar to applying to other professional jobs, your resume/
application should show professionalism. This includes proper use of
grammar and correct spelling. Ask someone with experience to read
your CV/resume and your cover letter in order to get feedback before
you submit it. Remember, first impressions are very important!
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programs vary in length from 4-12 weeks. After the completion of the
initial training you may be on a probation period or trial period for
approximately 3-6 months.
With such relatively long training programs, the content that is
covered is diverse in nature. As a trainee, expect training to include
the following topics:
y Company history and orientation.
y Safety and emergency procedures.
y Drills and simulation exercises for firefighting, operating
emergency equipment and ditching (you will be in a pool and
required to swim and board life rafts. You will also become
familiar with the survival equipment contained in the life rafts).
y First aid.
y Aircraft familiarisation (studying and understanding each type of
aircraft that the airline flies, including how exits operate, the
location of equipment and aircraft features).
y Customer service and how to handle passengers with special
needs.
y Service (food preparation and presentation and serving
standards).
y Administration (paperwork, bidding, schedules).
y Initial orientation experience (you will be sent on a short flight or
two and observed by a training instructor or certified personnel.
You will assist the working crew for the flight).
The training is intense and focused. You will be tested on the
material almost daily and passing grades must be maintained
throughout the training or you may fail the course. Expect to attend a
full day of class as well as spending additional time in the evening
studying.
After graduation, you will return every year for a refresher training
(sometimes called recurrent training) to review safety and emergency
procedures and other important topics related to the job.
21
Progress Check
TRUE
FALSE
Answer Key:
1. True
2. False
3. True
4. True
5. y Fill out application on line
y Telephone interview
y Group interview
y One-on-one interview
y Medical examination
y Background check
y Training
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Lesson Summary
This lesson explored the process that you will follow when applying
for a job as cabin crew. You now can prepare properly for the
application and interview process, which can include: filling out an
application, an initial phone interview, group interviews that can last a
day or more and one-on-one interviews. These interviews are
conducted because the companies need to select only a few very
qualified candidates from thousands of applicants. In the next lesson
you will be introduced to the minimum requirements for qualifying as
a cabin crew.
23
Lesson Learning
Objectives
Upon completion of this lesson
you should be able to:
x
The following lesson will give you a clear idea of what minimum
requirements airlines generally look for.
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25
Progress Check
1. Minimum age requirements vary worldwide between ___ and
____ years.
a) 24
b) 21
c) 18
d) 25
2. Height requirements are generally between ____ and 1.85m
a) 1.46m
b) 1.57m
c) 1.64m
d) 1.73m
3. List at least 4 skills and/or qualities for employment as cabin
crew.
___________________________________________________
___________________________________________________
___________________________________________________
___________________________________________________
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Answer Key
1. c) and b)
2. b)
3. y Customer service experience
y Strong communication skills
y Experience in dealing with the general public
y First aid or medical training
y Ability to work well in a team
y Good judgment
y Ability to handle pressure in stressful situations
y Outgoing
y Flexible
y Positive self image with excellent grooming and appearance
y Outstanding attendance and dependability
y Willingness to work on an unpredictable schedule, holidays,
nights and weekends
Lesson Summary
You are now more familiar with the qualities and skills the airlines are
looking for in new recruits for cabin crew. You are also able to
identify which of these you already possess and can begin to think
about what qualities or skills you need to develop before applying for
a position as cabin crew.
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Lesson Learning
Objectives
Upon completion of this lesson
you should be able to:
x
LESSON OVERVIEW
Airlines have high expectations for personal appearance and
grooming. As cabin crew you will be highly visible and the way you
represent the airline is important. The customers impression is
influenced by image. Looking professional and well groomed also
gives the customer a sense of confidence and reassurance in your
abilities as a cabin crew professional and the services that you
provide. First impressions are lasting and you will make them even
before you get to the aircraft while riding public transportation or
walking through the airport. Your appearance and conduct matter
because any time you are wearing the airlines uniform you are
representing the company.
This lesson will look at common grooming practices required by
airlines. These include personal hygiene, hairstyle, make up, jewelry,
and prescription eyewear.
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will learn about them during training and you will be expected to
maintain those standards in order to successfully complete the
program. Most airlines consider the following grooming and attire
standards to be a condition of employment.
Treat your approach to appearance each day in training as if you
were going to a job interview. Just because youve been offered a
spot in a training class does not mean your appearance or anything
else can slide until you graduate. Every day you will be assessed
and evaluated on your skills, abilities, participation, appearance and
your image. Do not take it lightly when you are given feedback to
improve or change some aspect of your look to meet standards.
Use feedback as an opportunity to learn and grow.
The following are categories where you will be expected to maintain
airline standards. The descriptions are general and you can expect
further detail in an airlines uniform and appearance manual.
29
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2.3.6 Jewelry
Jewelry should again follow conservative guidelines without
extremes. For safety reasons, it is not recommended to wear items
in excessive size or length. Generally, one pair of earrings (small
hoops or small gem studs, and not ones that dangle), a single
bracelet, and a single strand necklace is acceptable. Watches are
considered part of the uniform and should be worn daily. However,
watches should also be conservative rather than flashy.
It is important to note that wearing nose studs/loops, eyebrow rings
and tongue studs is not permitted while on duty.
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Progress Check
1. High personal hygiene standards require ________, _______,
and a _____________
2. Explain why grooming is important to the airline industry.
3. Jewelry that is permitted while on duty are:
a) Nose ring
b) Watch
c) Small hoops earrings
d) Small bracelet
4. Trimmed beards, goatees and mustaches
Acceptable
Unacceptable
Unacceptable
Unacceptable
7. Long fingernails
Acceptable
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Unacceptable
Answer Key
1. Fresh breath, clean teeth, clean body.
2. As cabin crew you are highly visible and the way you represent
the airline is important. The customers impression is influenced
by image. Looking professional and well groomed gives the
customer a sense of confidence and reassurance in your abilities
as a safety professional and the services that you provide. You
appearance and conduct matter because any time you are
wearing the airlines uniform you are representing the company.
4. Acceptable
5. Acceptable
6. Unacceptable
7. Unacceptable
Lesson Summary
Among the topics covered in this module you have learned about the
minimum requirements in regards to personal hygiene, hair and
hairstyles, make-up and jewellery. You also have a clear
understanding of what is expected from cabin crew professionals in
terms of personal hygiene and grooming.
MODULE SUMMARY
This module introduced you to what you need to do and how you
should prepare to land a job in the airline industry and in particular as
cabin crew (or flight attendant). You are now aware of the general
application process and minimum requirements for applying for a job
as well as basic personal hygiene and grooming requirements for the
position of cabin crew.
33
To prepare for the final exam, complete the progress checks found at
the end of each lesson several times. You know you are ready for
the final exam when you are able to perform the actions listed in the
module and lesson objectives.
In the next module you will learn how to maintain a healthy lifestyle in
order to keep up with the demands of the job.
34
Module Learning
Objectives
Upon completion of this Module
you should be able to:
x
35
Lesson Learning
Objectives
Upon completion of this lesson
you should be able to:
x
36
37
Walking and jogging are good options for getting exercise and seeing
the local sights. You should check with the hotel concierge for local
safe walking or running routes. Also, as a safety measure, find a
crew who is willing to work out or walk with you. This may also be a
nice way to build relationships and encourage you to stay active.
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39
Progress Check
1. Of the following, what are the recommended nutritious food to
consume during flying?
a) nuts
b) fruits
c) chocolate
d) varied sandwiches
e) whole grains
2. What are the benefits of good nutrition?
3. What are the benefits of exercise for cabin crew?
4. List possible ways in which cabin-crew members can maintain a
solid fitness schedule between flights.
5. Describe the process of a good lifting technique.
Answer Key
1. a), b), and c)
2. To handle the physical and mental demands of being a cabin
crew and to combat the effects of jetlag.
3. Activity off the airplane is important to strengthen and build
muscles to avoid injury and increase flexibility, help achieve
better sleep, reduce stress and increase overall well being.
4. Your hotel may have an exercise facility or there may be a local
gym that you can access. Crews can also practice exercise and
poses in their hotel rooms if they do not have the means to use a
facility. Crews are also advised to inquire about safe walking
routes and find a partner with whom they can walk.
5. To avoid injury a good lifting technique is achieved by lifting with
the legs and not the back. Wrap your hands around the object
and bring it close to your body. In lowering objects bend your
knees and not your back. Remember to ask for assistance if the
load is heavy.
40
Lesson Summary
In this lesson we discussed the importance of creating a balanced
nutrition plan and exercise routine for healthy living, especially while
traveling.
By making sure that you maintain a healthy and balanced lifestyle,
you will be better equipped to perform your duties as a crew. It is
important to plan ahead by having mini-meals and keeping yourself
hydrated throughout the day in order to ensure you receive the
nutrients you need while on the job. You should also keep up with a
regular fitness regimen when you are off-duty so that you have the
energy you will need while in the air.
It is easy to experience injury as a crew as you will be lifting heavy
items frequently. In order to prevent this, it is essential that you
practice good lifting techniques.
41
Lesson Learning
Objectives
Upon completion of this lesson
you should be able to:
x
The nature of the cabin crew profession, with its scheduled hours
and destinations, requires considerable adaptation on the part of
cabin crews. These changes can have a direct effect on your current
lifestyle. To minimise the initial shock of your new profession, you
should make arrangements that will help you deal with the new
lifestyle.
After going through this lesson you will have a better idea of the
various lifestyle changes that come with this profession. You will
learn how to adjust your personal life and make arrangements in
regards to your personal life back home. We will also look at some
strategies that will help you deal with these changes.
There are several areas of your life that will change when you begin
a career as a cabin crew. As you train for the job and go through the
first years of flying, you will realise that you have little (if any) control
over your work schedule - this includes days off, type of flying,
destinations, vacation selection and holidays away from work.
Schedule
Many cabin crews start off their career as reserve flight attendants
those who are on call for assignment. You have set days off and set
days on in which you must be ready to be called out for assignment
at any time sometimes with little notice. In some situations you
may even be assigned trips that will continue into days off that you
had scheduled. In these situations, your time-off will be moved to a
different point in the month. Reserve cabin crew are on call to cover
flights for other cabin crew who have called in sick, or because of
operational issues such as bad weather, mechanical delays, or
cancellations. Adding extra crew to provide service for increased
passenger load deals with these situations.
While being on reserve can indeed be challenging, it may also give
you the opportunity to fly to destinations that you might otherwise not
be able to pick as a schedule holder. (Schedule holders have set
42
trips/flights and days off, although they too can experience delays
and cancellations that impact their schedules and plans).
Personal Life
Because your month-to-month schedule is never guaranteed as
either a schedule holder or reserve, you must be able to adjust your
personal life accordingly. You may be flying weekends one month
and the next month you might have a different series of days off.
You may be gone for a day, or up to 6 to 8 days, or longer. When
packing for your trip, have extra items in case of a delayed return or
in case you wind up in an alternate destination. Even if your flight is
scheduled to return at a particular time, your return may be delayed
hours or days because of weather or mechanical issues. Its a good
idea to think about how you will arrange your personal life and attend
to things at home when you are not there. Being away from home for
what might be an unknown period of time should make you think of
arrangements in regards to the care of your spouse, children, pets
and property (such as paying bills, mail, and security).
Relocation
Another reality you may face as a crew is that you may be relocated
to a base or domicile which is not presently your home. You may
have some opportunity for choice but business needs for staffing
may not allow you to live in the city which you had anticipated
residing in.
You might even need to make decisions that impact your family. For
example, will you move your spouse and children or commute from
the city where you live to the city where you are relocated? If you are
single, are you comfortable uprooting yourself from where you are
now? You may not be able to be near your parents, siblings and
other family and friends. Even if this is something you can handle,
your family and friends may not be supportive, and they may
influence your career choice. These factors have to be taken into
account when deciding if being a cabin crew is the right choice for
you.
Loneliness
Consider that even if you have been relocated, you may have little
control over being home to attend events, functions and holidays as
you have in the past. In fact, you may spend a holiday with people
you have never met before or be on a layover in a country that does
not recognise a holiday that you celebrate. All of these changes can
create feelings of loneliness.
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To help you deal with these changes, you can adopt one or more of
the following strategies:
y Stay connected with family and friends through email or cards
and letters.
y Educate your family and friends about your career and gain
their support.
y Accustom yourself to celebrating special events with family and
friends such as special parties or gatherings (even if it doesnt
coincide with the actual date of the event), so that it will work
with your career and schedule.
y Find ways to celebrate and recognise important occasions with
your crew or on your trips. The good news is you are usually
with a crew and, often, are with many other airline personnel in
hotels during holidays - you wont be alone if you reach out.
y Find churches, synagogues, mosques and organisations that
provide an opportunity for you to worship or recognise a holiday.
Hotels provide sources and guidance on where to find these.
y Your job provides a wonderful opportunity to learn and
experience cities all over the world. Use this time to educate
yourself, your family and friends with postcards, gifts, trinkets
and other objects that describe the places youve visited. Most
people spend their whole lives experiencing only one place, so
see your career as a wonderful opportunity to experience other
places while being paid to do it!
Progress Check
TRUE
FALSE
3. List and describe the 4 areas of your life that you may need to
adjust while away on work.
44
4. List strategies that can be followed to help one cope with the
changes that come with being a crew.
Answer Key
1. False
2. True
3. y Schedule (vacation days, scheduled time off may become
work time).
y Personal life (arranging for payment of bills, making
arrangements for commitments to family, kids and pets).
y Relocation (relocating to another city, commute to visit family
or bring them with you).
y Loneliness (being away from friends and family).
4. y Stay connected with family and friends.
y Educate family and friends about your job.
y Celebrate occasions on days that work with your schedule.
y Celebrate special events with other crews.
y Find places of worship while visiting other countries.
y Experience the culture of the country you are in while away
from home.
Lesson Summary
Being a cabin crew means your schedule will be unpredictable. You
may have to depart suddenly or extend a trip, or even permanently
move to a different location. You must arrange your life to
complement the unexpected obligations that may arise. You may
also experience a sense of loneliness while on the job, but this can
be remedied by maintaining a connection with loved ones and
seeking places of comfort while away from home. The change of
lifestyle may seem daunting at first, but it is important to see your job
as a chance to experience the world and engage in new and exciting
opportunities.
45
Frontline Pressures
Lesson Learning
Objectives
You will deal with customers every day, on every flight and will
experience difficult situations that are not under your control. You
cannot fix what happened but you can provide an appropriate
response to a specific situation. That means looking out for yourself
as well as the passengers.
Below are some tips that can help you calm down:
y Breathe deep breathing will help you relax. Take a deep
breath through your nose, hold it for a few seconds and let it out
slowly through your mouth.
y Smile it will make your mood more positive and lighten
someone elses.
y Maintain a sense of humor dont make inappropriate jokes but
remember that laughing at yourself or the situation may help
you look at it in a more positive light.
y Relax let tension out of your muscles by making a fist and
then relaxing it; push your palms together and release your
arms; rotate your shoulders.
y Let it out by keeping a journal or writing an experience down,
you can express your frustrations rather than taking it out on
someone. Your journal can also be used as a learning tool for
self-improvement by studying your most challenging customer
service interactions.
y Talk Positively dont make the situation worse by reliving the
situation over and over. Instead, try to discuss it with others
constructively.
46
You should also remember that taking proper care of your health,
sufficient rest, exercise and good nutrition all help to minimise and
deal with pressures of front-line work.
Progress Check
1. List three of the six techniques stated in the lesson that can help
you maintain a calm demeanor.
2. Proper care of your _______, _______, and ______ and
_________ help to minimise and deal with pressures of front-line
work.
Answer Key
1. y Breathe
y Smile
y Maintain a sense of humor
y Relax
y Let it out
y Talk positively
2. Health, sufficient rest, exercise, and good nutrition.
Lesson Summary
You will often find yourself faced with unhappy customers. In order
to ensure you keep yourself composed and fit to perform your job,
you should practice certain calming techniques. These consist of
deep breathing, smiling, maintaining a good sense of humour,
relaxing, letting it out, and keeping a positive attitude. Most
47
Lesson Learning
Objectives
Upon completion of this lesson
you should be able to:
x
Identify categories of
personal care and health that
cabin crews should be aware
of.
Identify health and
environmental risks that are
associated with air travel.
Health issues during flying and in the cabin environment are different
from those we experience on the ground. Those differences should
be considered and evaluated as part of personal health not just for
the passenger who travels for business or pleasure but also for the
crew who will live and work in this environment a good portion of the
time. The following information is not meant to strike fear but to give
you the tools to minimise the risks as well as prepare you for the
ways in which your body may react to flight.
This lesson looks at some health risks associated with flying and the
effects on the human body. You will also be advised of required and
probable vaccinations that you will need in order to ensure your
safety as well as the safety of everyone on board.
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The two factors that impose stress on the body are less oxygen and
expansion of gas in the body. The body can adjust to the lower
concentration of oxygen which is about 7% less than at sea level if
the person is not suffering from a heart, lung or blood disease. As
cabin altitude increases and gas expands in the body as much as
25%, it can cause discomfort or problems in the abdomen (bloating
or cramps), ears (crackling sounds or ear blockage) and
respiratory/sinus difficulties.
Cabin crew (and passengers) should not fly when they have an ear,
nose or sinus infection as it generally prevents the air from flowing in
these cavities and can result in pain, bleeding or a ruptured ear
drum. Medication can be taken to relieve the pressure; however,
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50
Progress Check
1. List the categories of personal care and health that cabin crew
should be aware of.
2. Identify the environmental and health risks that are associated with
air travel.
3. What are some of the more common vaccinations that cabin crew
require?
Answer Key
1. Environmental and in-flight health risks, exposure to infectious
disease, radiation, others (air pressure and time zone change, jet
lag, cabin humidity, eye discomfort, dry skin, motion sickness).
2. Aircraft cabin pressure and less oxygen and expansion of gas in
the body cause abdominal problems, ear and respiratory/sinus
difficulties.
3. Polio, Hepatitis B, Haemophilus Influenzae, BCG.
Lesson Summary
Due to the expansion of gas in the body and a decrease in oxygen
levels, discomfort can occur while flying. Crews who are sick should
not fly in order to minimise these effects. It is important to protect
yourself against illnesses through self-protection methods as well as
vaccinations. The most common vaccinations include, but are not
limited to, Tetanus, BCG, Measles, Polio, Hepatitis B and Influenza.
There are many other effects that may be experienced when flying,
namely jet lag, relative humidity discomfort and motion sickness.
Preparing in advance and taking the necessary steps to decrease the
likelihood of negative effects can prevent all of these.
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Lesson Learning
Objectives
Upon completion of this lesson
you should be able to:
x
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53
y If your room is dark when you open the door, prop it open with
your luggage and turn on the lights. Check the room and
bathroom for anything suspicious. Do not leave the door
propped open during your stay for other crews to come and
visit.
y Check the dial tone of your phone and verify it works.
y Check the window locks, glass door locks and locks on
adjoining doors.
y Place your room key and shoes in the same location in every
hotel so that in an emergency (or if in a dark room) you know
exactly where they are. It is a good idea to have a personal
flashlight with you many airlines require you to carry one in
the event of a power outage or other emergency.
y Keep your bags and luggage organised and neatly packed it
is less tempting for workers who come in and clean your room
to go through your items.
y Check your surroundings and emergency exits so that you know
how to escape in the event of fire or other emergency. Plan
what you would do in the event of a fire, hurricane or tornado.
y Do not take unexpected deliveries made to your room or
requests for service unless you have requested them. If
someone shows up at your door unannounced, contact hotel
security.
y Be cautious when using elevators. If you are suspicious of
someone, do not enter. Instead, wait for the next elevator.
Stand near the controls so that if you are attacked, you can
push the alarm and as many floor buttons as possible.
y Check and recheck your room before departing to verify that
you have all personal belongings and valuables.
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55
y Take your room key and close the door behind you. If smoke is
present, crawl to the nearest exit. If you cannot reach it, look for
an alternate route. If exits are blocked, return to your room.
y If you must remain in your room, hang a sheet out the window
to let others know you are there.
y Fill the bathtub with water and use the ice bucket to throw water
on doors or walls to cool them. Soak sheets, blankets or towels
to beat out or smother flames. Wet linen can be used to stuff
around the cracks of doors and vent ducts to help keep out the
smoke.
y Make a tent over your head with a blanket to get fresh air to
breathe from a slightly open window.
y Do not use the elevator.
Earthquake
y Take cover under a desk, table, or bench against an inside wall
or doorway.
y Stay away from mirrors and windows.
y Do not use elevators.
y If outdoors, stay away from damaged buildings and overhanging
power lines.
y Listen to TV or radio for updated bulletins.
y Do not light matches or candles in the event of broken gas lines.
If you smell gas open the window and leave the building if it is
safe to do so.
Hurricane, Cyclone or Tornado
y Remain indoors unless otherwise instructed by the hotel staff.
y Fill the sink, ice bucket and tub with potable water before the
storm hits for your use later if water is not available after the
storm.
y During a tornado, if possible, open the window slightly to relieve
air pressure inside the building.
y Protect yourself from flying debris with a mattress, blankets or
pillows.
y Remain indoors until you are told that all is clear.
y Listen to radio or TV for updated bulletins.
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y During a hurricane, the eye of the storm may pass over during
which there will be calm for a period of time. Following this, the
remainder of the storm approaches, the wind direction changes
and returns with force.
Civil Unrest
y Coordinate actions with other crews. Stay together and remain
indoors.
y Do not seek out troubled areas to discover what is happening.
y Keep windows closed and draperies drawn.
y Respect the laws of the host nation.
y Remain neutral, quiet and inconspicuous.
y If the airport has not been targeted, you may go there if you can
safely do so. If you are at the airport with the aircraft, stay
there.
y Attempt to contact the embassy/consulate to identify yourself
and where you are.
y In all emergency incidents such as the ones described, it is
important to advise crew scheduling where you are and that you
are all right.
Progress Check
1. List 5 safety precautions you can take before leaving your
residence.
2. List 5 things you should not do while in your hotel or sightseeing
when traveling.
3. List the steps that must be followed in the event of an earthquake
while in a foreign country.
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Answer Key
1. y Make sure your locks are secure
y Write down emergency contact information and keep it with
you
y Carry only a small amount of cash
y Have mail delivered somewhere else so it does not pile up
y Put your phone number on your luggage tags instead of your
address
2. y Do not accept unexpected deliveries in your hotel room
y Do not share your social plans with others
y Do not wear expensive jewelry
y Do not leave the hotel alone at night
y Do not look like a victim
3. y Take cover under a desk, table, or bench against an inside
wall or doorway.
y Stay away from mirrors and windows.
y Do not use elevators.
y If outdoors, stay away from damaged buildings and
overhanging power lines.
y Listen to TV or radio for updated bulletins.
y Do not light matches or candles in the event of broken gas
lines. If you smell gas open the window and leave the
building if it is safe to do so.
Lesson Summary
Before leaving your residence, you should take certain precautions
as a means of self-protection. These may include keeping your
schedule private, ensuring your home is secure and carrying a
minimal amount of money. It is important to protect your identity by
58
MODULE SUMMARY
This module introduced you to healthy habits that will help you to
meet the requirements of the challenging lifestyle of the cabin crew.
You have learned about nutrition, exercise and other healthy habits
that help you maintain a healthy lifestyle.
This module also looked at lifestyle changes that you can expect
when you become a member of the cabin crew. It listed a variety of
coping strategies to help you manage and deal with these changes.
You can now apply some of the suggested techniques to help you
cope with stressful situations and you can identify the steps that must
be followed in order to prevent illnesses and other health risks.
Finally this module introduced you to important aspects of your
personal security on the road as well as steps to minimize risk and
injury during natural disasters and civil unrest. Your personal safety
and health are your most important concern and now you are better
equipped to make sure that you are safe and healthy while traveling.
To prepare for the final exam, complete the progress checks found at
the end of each lesson several times. You know you are ready for
the final exam when you are able to perform the actions listed in the
module and lesson objectives.
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Module Learning
Objectives
Upon completion of this Module
you should be able to:
x
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This lesson looks at the three main types of air travel; scheduled
airlines and alliances, chartered airlines and corporate and private
jet travel. First we will examine the characteristics of scheduled
airlines and alliances, followed by an introduction to chartered
airlines as well as private and corporate jet travel. It is important for
you to be familiar with these different types of air travel since it allows
you to make an informed decision regarding what type of airline you
would want to join. In addition, it is important to learn about the
various types of air travel to help passengers with questions about
them.
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Scheduled Airlines
Most passengers flying today use scheduled airlines, which provide a
scheduled service. The characteristics of scheduled airlines or
scheduled services are:
y Flights are scheduled according to a published timetable.
y Passengers can reserve seats on a single, multi city or round
trip flight to any of the airlines destinations.
y The airline offers a reservation center or Internet site that assists
in finding economic fares or flight schedules based on a
persons preference or need.
y Scheduled airlines include major airlines and commuter or
regional airlines.
y Some scheduled airlines may also offer charter services or nonscheduled flying, For example, professional sports teams often
approach major airlines to charter flights for their teams as they
travel and compete in other cities.
Alliances
Alliances are a cooperative arrangement that links the route networks
of two or more scheduled airlines. Forming an alliance allows an
airline to expand its network overseas without adding new service.
This is accomplished through codesharing. Codesharing with an
alliance partner allows the airline to sell tickets under its own name
for travel that occurs in the partners networks. Depending on the
degree of cooperation within the alliance, it can offer cost reduction
63
for airlines in the way of sharing sales offices and staff, maintenance
facilities, catering systems, computer systems, ground handling
personnel at check in and boarding desks. As a result, this sharing
lowers cost for the traveler and offers more destinations with one
ticket purchase.
For example, in booking a flight from Chicago to Zurich under the
Star Alliance, you can take a United Airlines flight from Chicago to
Frankfurt and then continue on a Lufthansa flight from Frankfurt to
Zurich all under the same reservation.
The first alliance that involved codesharing on a large scale started in
1989 between Northwest Airlines and KLM Royal Dutch Airlines.
Later in 1992, the Netherlands signed the first open skies agreement
with the US, despite objections from the European Union. While
landing rights are generally granted for a set number of flights per
week to a set destination, the alliance gave both countries
unrestricted landing rights on each others soil. Today, the three
largest alliances are the Star Alliance, Skyteam and Oneworld. Star
Alliance was the first global alliance.
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Progress Check
1. Describe the characteristics of a scheduled airline.
2. Explain what is an alliance and why airlines form them.
3. State how alliances impact the Cabin crew.
4. Passengers can reserve seats on a single flight, multi city or
round trip on any of the scheduled airlines destinations.
5. Scheduled airlines offer only scheduled flights.
6. Identify a scheduled airline and a non-scheduled airline in your
region or area. (You can do a search on the Internet). List it in
the space provided.
7. In what areas can alliances offer cost reductions for airlines?
8. An ______ allows airlines to expand their networks without
adding new service.
9. _______ with an alliance partner allows an airline to sell tickets
under its own name for travel that occurs in the partners
networks.
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Answer Key
1. i.
ii.
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Charter Airlines
The service on chartered flights can range from basic air service with
little or no amenities to a flight with a top of the line service with all
the frills.
Like commercial scheduled airlines, chartered airlines often fly
scheduled flights. However, a passenger can book flights on a
scheduled airline directly through the airline, while booking a seat on
a chartered flight is done through a travel agent or a travel firm
operating a tour (tour operator).
Another important difference between scheduled and chartered
flights is the legal responsibility of the airline. While scheduled
airlines are responsible for the performance of their flights, in the
case of chartered flights it is the tour operator that bears
responsibility for the charter airline.
Chartered airlines often arrange flights according to the destination
chosen by the traveler or the business that is scheduling the service.
They are used for a variety of purposes responding to the needs of
the traveler. A given company that charters the aircraft dictates the
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Corporate and private jet travel is similar to charter flights in that they
are non-scheduled forms of airline transportation. However, these
flights are not available to the general public. Many large businesses
own their own jets and use this as a means of travel for their
employees who must travel to conduct their business.
Like charters, the work schedule for the cabin crew can be quite
varied and unpredictable. In some cases, corporate or private jet
travel has a very strict on-call or standby policy established by the
individual or corporate owner. Training for cabin crew of corporate
and private jets is often outsourced. Another thing to consider is that
due to the small size of the aircrafts and limited number of
passengers, cabin crew for a private jet often work alone.
Progress Check
1. Explain how charter air travel and scheduled airlines are similar
and how they are different.
2. In Charter airlines the ___________ dictate where the flights go.
3. Both charter and _______________ are similar in being nonscheduled forms of airline transportation
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Answer Key
1. Same:
y
Different:
y
Chartered flights often have less elbow and leg room for
passengers.
2. traveler or business
3. corporate and private service
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Lesson Learning
Objectives
Upon completion of this lesson
you should be able to:
x
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Progress Check
1. What does ICAO stand for? And what is it responsible for?
2. What year and under what circumstances was ICAO formed?
3. List ICAOs objectives.
4. Today ICAOs membership comprises _____ contracting states.
It is headquartered in _______ with regional offices in Bangkok,
Cairo, Dakar, Lima, Mexico City, Nairobi and Paris
5. The _______ composed of representatives from all Contracting
States, is the sovereign body of ICAO.
6. The Assembly meets every three years, reviewing in detail the
work of the Organization, setting policy for the coming years and
establishing a triennial budget. The Assembly elects the ______,
the governing body for a three-year term.
Answer Key
1. ICAO is the International Civil Aviation Organization and is a
specialized agency of the United Nations and sets the standards
for aviation safety, security, efficiency and aviation environmental
protection.
2. ICAO was created in November 1944, when the US government
invited 55 States or authorities to attend an international
conference in Chicago. 32 states that attended formed the ICAO.
3. y
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Each regulatory agency has a division that sets standards for cabin
safety. For example, the Cabin Safety Office in the UK is managed
by 4 people who are authorised to conduct cabin safety inspections
on UK registered aircraft and to conduct audits on cabin safety
aspects of public transport operations. The Cabin Safety Office is
responsible for operational cabin safety issues and provides
guidance on design and production standards.
The primary aims of the Cabin Safety Office are:
y To conduct inspections on UK registered aircraft.
y To conduct audits on UK Air Operator Certificate (AOC) holders.
y To consider the operational cabin safety aspects of applications
and variations of AOCs .
y To consider and develop changes to both national and
international requirements.
y To participate in national and international committees such as
the Joint Aviation Authorities (JAA), Cabin Crew Steering Group
and the Cabin Safety Steering Group.
y To participate in aircraft certification projects on behalf of the
European Aviation Safety Agency (EASA) and the JAAs Joint
Operational Evaluation Board.
y To provide guidance and advice to the public on matters of
operational cabin safety.
y To provide guidance and advice to the UK aviation industry on
matters of operational cabin safety.
y To respond to operational cabin safety related accident
recommendations and any required follow-up action.
These goals are applicable to the Cabin Safety Offices of most other
regulatory agencies, as the primary goal of each agency is the safety
of the passengers onboard the aircraft. (Reference:
http://www.caa.co.uk/default.aspx?categoryid=884).
Additional information can be found on these web sites:
http://www.caa.co.uk/default.aspx?categoryid=884
http://www.jaa.nl/
www.faa.gov
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Progress Check
1. Each country in the world with an international airport has its own
civil aviation regulatory agency. TRUE or FALSE
2. The Federal Aviation Administration (FAA) is the governing body
of the aviation industry in Canada. TRUE or FALSE
3. European Joint Aviation Authorities (JAA) is the civil aviation
regulatory authority for a number of European States who have
agreed to cooperate in developing and implementing safety and
regulatory standards. TRUE or FALSE
4. Describe the role of civil aviation regulatory agencies.
5. How many member countries participate in the JAA and where
are they located?
6. List the 5 primary goals of the FAA.
7. The Cabin Safety Office is responsible for operational cabin
safety issues
8. Name 5 out of 9 primary aims of the Cabin Safety Office:
Answer Key
1. True
2. False
3. True
4. They all work toward the common goal of providing safe and
reliable air transport.
5. There are 40 member countries in the JAA all from different parts
of Europe.
6. i.
ii.
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Lesson Learning
Objectives
Upon completion of this lesson
you should be able to:
x
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Progress Check
1. Explain how customs and immigration rules apply to cabin crew.
2. What is the difference between customs and immigration?
3. Cabin crew who fly internationally will be required to clear
______ and _______ at their first airport of entry into a country.
4. Usually you need to write the inbound flight number, airport
name and other general questions on the ________.
5. The _____________ has information about the purchases you
made and are carrying with you.
6. Cabin crew has to complete forms that document all ______,
______, and ________ merchandise sold on board.
Answer Key
1. All passengers, cabin crew and flight crew are required to
present themselves to immigration and to clear customs upon
arrival into any country (immediately after deplaning). This
applies when you return to your home country as well. At
customs and immigration you will present your passport and, if
required, a declaration form where you will document any
pertinent items that you purchased and are carrying with you.
2. Customs is an authority within a country that is responsible for
the movement of people, animals and goods in and out of that
country they also collect duties or taxes on imported and
exported goods.
Immigration authorities monitor people entering and leaving a
country, making sure they have appropriate authorisation to do
so by validating passports or visas. They also apprehend those
who may be wanted by search warrants or who may be
considered dangerous to the country.
3. Customs; immigration
4. Landing card
5. Customs declaration
6. Wine; liquor; duty-free
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Lesson Summary
This lesson discussed general information about customs and
immigration in international travel and how it relates to cabin crew
and international travel. You are now aware of the importance of
appropriate documentation for goods and people in regards to
requirements for customs and immigration. You can now also
explain procedures on flights in regards to necessary documentation
for customs and immigration
You can also explain why it is important that cabin crew carry their
passports on every flight, as they will be required to present it upon
entering any country, even their own home base.
MODULE SUMMARY
This module gives an introduction to the types of airlines and
regulatory agencies that make up the airline industry. Lesson 1 of
this module examined the three types of airlines: scheduled and
alliance airlines, chartered airlines and corporate and private jet
travel. Each is different and offers a unique service for passengers. It
is also important to understand the different types of airlines in terms
of cabin crew hiring requirements, standards and scheduling.
Lesson 2 draws out the main regulatory bodies of the airline industry.
ICAO is a specialised agency of the United Nations that sets the
standards for aviation safety, security, efficiency and aviation
environmental protection. ICAO sets the standards that make
aviation safe throughout the world. In addition, every country in the
world with an international airport has some form of regulatory body
that monitors and sets standard within their own countries and for
their own airlines. The main regulatory agencies are the Federal
Aviation Administration (FAA), and the European Joint Aviation
Authorities (JAA). In addition, regulatory agencies often have a Cabin
Safety division, like the CAAs cabin safety Office, which work to sets
standards for the security of the passengers onboard the aircraft.
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This lesson also briefly described IATA and explained its role in the
aviation industry.
Lesson 3 presented some basic information regarding customs and
immigration and how it affects your role as cabin crew. As cabin crew
you will be subject to all customs and immigration requirements as
anyone upon arrival in a foreign country. Cabin crew is responsible
for distribution of appropriate landing cards or customs and
immigrations forms to passengers before landing. In addition, there
will be additional forms that pertain to merchandise on board such as
items that are boarded to offer duty free service, liquor and wine.
In the next module you will have the opportunity to explore the basics
of aircraft, flight and general aviation principles. As cabin crew you
will be spending a great deal of time on aircraft and in the air it is
very important to have a clear understanding of how it all works.
To prepare for the final exam, complete the progress checks found at
the end of each lesson several times. You know you are ready for
the final exam when you are able to perform the actions listed in the
module and lesson objectives.
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Module Learning
Objectives
Upon completion of this Module
you should be able to:
85
Lesson Learning
Objectives
Upon completion of this lesson
you should be able to:
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The landing gear is fixed or retractable. Most high speed aircraft use
retractable landing gear that is drawn into the wing or fuselage after
take-off.
5. Engine: not considered part of the airframe. The engine
produces power that makes the aircraft move fast enough to fly.
Nearly all newer airliners and some private aircraft have jet
engines. The other two types of engines are reciprocating and
rocket. (Rocket engines are the most powerful but are used
mainly for research.)
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Term
Definition
CABIN
Term
Definition
CALL LIGHT
COMMUNICATION SYSTEMS
CONTROLS (INSTRUMENTS)
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Term
Definition
EMERGENCY
DOOR/AIRCRAFT EXITS
GALLEY
Term
Definition
JUMPSEAT
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94
Term
Definition
OVERHEAD LOCKERS
(OVERHEAD BINS)
AIR SYSTEMS
Term
Definition
WATER SYSTEMS
In-flight Entertainment
Equipment (IFE)
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Phonetic Alphabet
English is required to be used in radio communications between an
aircraft and the control tower during international travel. English is
also used in communications between pilots and other aircraft and
airline personnel in the air or on the ground. The NATO phonetic
alphabet is a form of code used in the aviation industry that aids this
communication. The phonetic alphabet is the common name for the
international telephony spelling alphabet. Code words are
assigned to letters of the English alphabet to spell out parts of a
message or call signs that are critical or might be hard to recognise
with voice communication. Regardless of ones native language it
clearly identifies letters and information that might otherwise be
easily misunderstood.
For example saying taxiway C-C might easily sound like T-T over a
radio or other voice communication and be misinterpreted. Saying
taxiway Charlie-Charlie avoids that potential mistake.
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The chart below will help you associate letters and numbers with the
right English code words. You will notice with the numbers that 3, 5
and 9 vary from their English pronunciation.
LETTER
CODE WORD
Alfa
Bravo
Charlie
Delta
Echo
Foxtrot
Golf
Hotel
India
Juliette
Kilo
Lima
Mike
November
Oscar
Papa
Quebec
Romeo
Sierra
Tango
Uniform
Victor
Whiskey
X-Ray
Yankee
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Zulu
Zero
One
Two
Tree (Pronounced)
Four
Fife (Pronounced)
Six
Seven
Eight
Niner (Pronounced)
As cabin crew you will most likely use these codes to clarify gate or
location information.
For example, you may need to make announcements over the
airplanes public address system about connecting gate information
for passengers transferring to other flights, or you may request
information from the captain or another member of the crew. Let us
say that you need to announce that passengers connecting to a flight
will have to go to gate D5, you would say, Delta Fife, or if a
passenger asks at which concourse is Airflow Airways, you could
say, Airflow Airways is located at the Echo Concourse
(E Concourse)
Call Signs
Call signs are another form of radio communication used in aviation.
Call signs are unique words or call letters for a particular transmitting
station. You may be more familiar with call signs that are associated
with radio and television broadcasting stations such as KTTT.
Aviation call signs come from several different policies depending on
the type of flight operation. Most commercial airlines including air
cargo and air taxi operators will use an ICAO registered call sign for
their company which is used along with their flight number to identify
themselves to the air traffic controllers or other aircraft. For example,
Speedbird is the registered call sign for British Airways, so the
Captain on British Airways flight 476 would identify the flight as this
is Speedbird four-seven-six. To find out more information on call
signs go to http://www.airodyssey.net/reference/airlines.html.
98
Term
Definition
AIRPORT
AIRWAY
ALTERNATE AIRPORT
AIR TRAFFIC
CONTROLLER
APPROACH
ARRIVALS
BAGGAGE CLAIM
99
100
Term
Definition
BOARDING PASS
BUREAU DE CHANGE
BLOCKS, CHOCS
BLOCK TO BLOCK
(BLOCK TIME)
BLOCK IN
BLOCK OUT
BOARD (BOARDING)
BOARDING STAIRS
CARRY ON LUGGAGE
CATERING
Term
Definition
CALL LIGHT
CONTROL TOWER
CUSTOMER SERVICE
AGENT (also referred to as
Passenger Service Agent)
DE-ICE
DEAIRCRAFT
DIVERSION
ECONOMY CLASS
CARGO
DEBRIEF
DEAIRCRAFT/DISEMBARK
DEPARTURE LOUNGE
(GATE AREA)
DISPATCH
101
102
Term
Definition
E-TICKET
ESTIMATED TIME OF
ARRIVAL (ETA)
ESTIMATED TIME OF
DEPARTURE (ETD)
ENROUTE
FERRY FLIGHT
FLIGHT PLAN
FLIGHT SCHEDULE
GATE
GROUND TIME
Term
Definition
HANGAR
HOLDING (HOLDING
PATTERN)
IMMIGRATION
INTERLINE
INBOUND
INTERMEDIATE STOP
(TRANSIT)
103
104
Term
Definition
JETWAY (JETTY)
LANDING CARD
LAYOVER
MANIFEST
NO SHOW
NON REVENUE
PASSENGER
OUTBOUND
PASSENGER
Term
Definition
PASSENGER LOAD
POSITIVE SPACE
REVENUE PASSENGER
RUNWAY
SCHEDULED FLIGHT
TIME
SEAT ASSIGNMENT
SECURITY CHECK
SLOT
105
106
Term
Definition
SPECIAL MEAL
STAND-BY PASSENGER
TAXIWAY
TERMINAL BUILDING
TRANSIT PASSENGER
TERMINATING STATION
THROUGH PASSENGER
(THRU PASSENGER)
TICKET
Term
Definition
TURN TIME
UM
VIP
WHEELS ON
WHEELS UP (WHEELS
OFF)
107
Progress Check
1. List the 4 different uses for General Aviation Aircraft?
2. List the aircraft that cabin crew flies in, who owns this aircraft
type and the main reason why this aircraft is used move
passengers and cargo?
3. Commercial Transport Aircraft are used to carry passengers and
cargo. TRUE or FALSE
4. General Aviation Aircraft are also known as corporate aircraft.
TRUE or FALSE
5. Choose the correct statements:
a) A wing is almost flat on the bottom and curved on the top.
b) The wings airfoil shape helps create the force called drag.
c) A tail is also known as the empennage.
d) Landing gear is also known as the undercarriage.
e) Most high speed aircraft, use fixed landing gears.
f)
The landing gear is the only aircraft part that is not referred
to as airframe.
Answer Key
1. Personal transportation, business trips, emergency aid and teach
student pilots to fly.
2. Commercial Transport Aircraft, Airlines, to make a profit.
3. True
4. True
108
5. a), c), d)
6. Two main wheels or wheel assemblies under each wing and
another other the nose
7. ECHO TREE; Concourse FOXTROT at Terminal Charlie
Lesson Summary
In general, aircraft can be placed into the following three categories:
1. Commercial transport aircrafts are owned by airlines and used
for transporting passengers and cargo. As cabin crew, you will
be flying in commercial transport aircrafts.
2. General aviation aircrafts are smaller than most commercial
aircrafts and are certified for and intended for noncommercial or
private use.
3. Military aircrafts are used for a countrys armed forces.
Common to all aircraft are the five basic parts of an aircraft:
(1) fuselage, (2) wing, (3) tail, (4) landing gear, and (5) engine. The
wing, fuselage, tail and landing are referred to as the airframe.
This lesson introduced you to the language that is heard in the
aviation industry. As a member of cabin crew, you must be familiar
with this language to help you communicate efficiently with those you
work with. This lesson includes the terminology that you need to
master to have efficient conversations. Once you start working, you
will learn the terminology more quickly than if you memorize the
terms and definitions. They are provided here so that you are aware
of what they are and how and when to use them.
109
Lesson Learning
Objectives
At the end of this lesson you will
be able to:
110
Lift
Thrust
Lift
Gravity
Drag
As shown in the graphic above, gravity and lift, and drag and thrust
work against each other. An aircraft is in level cruising flight, when
lift equals the force of gravity and thrust equals drag.
(Gravity = Lift) + (Thrust = Drag) =
Aircraft Flies
Picture it the wind rushes around the wing, which builds lift (see
graphic). To get more lift, the pilot increases the angle of attack (or
angle between where the wing is pointing and where it is going) and
also lowers the flaps. The aircraft takes off when lift becomes
greater than gravity. The direction, altitude or speed of the aircraft
changes when one or more of the forces change.
Be prepared to discuss the theory of flight when: testing or
completing an airline certification course, customers ask about
how aircraft fly or move, explaining noises or sensations felt
during flight.
111
Tips
112
Fin
Stabilize
The fin and rudder make up vertical sections of a tail. The fin stands
upright and does not move and prevents the aircraft from swinging to
the right or left. The rudder is hinged to the fin and can be moved
from side to side. It controls the aircraft during a turn.
The stabilizer and elevator are horizontal surfaces of the tail. The
stabilizer keeps the tail from going up and down and keeps the
aircraft at a steady altitude. The elevator is hinged to the stabilizer.
Moving the elevator up or down raises or lowers the nose of the
aircraft.
There are 3 basic movements of an aircraft in flight.
Movement
Description
Visual
Pitch
Roll
Yaw
113
Progress Check
1. Match each force to the appropriate definition.
Forces
Definitions
Gravity
Lift
Drag
Thrust
114
5. A wing can produce lift only if it is moving forward through the air.
6. When lift is lower than gravity, the aircraft takes off.
7. Match each force to the appropriate definition.
Forces
Definitions
Pitch
Roll
Yaw
Answer Key
1. Gravity (B), Lift (D), Drag (A), Thrust (C)
2. Lift
3. Drag
4.
Lift
Thrust
Lift
Gravity
Drag
5. True
6. True
7. Pitch (A), Roll (C), Yaw (B)
115
Lesson Summary
For aircraft to take-off, go up, travel, go down and land, the forces of
gravity, lift, drag and thrust must work together. The pilot uses
controls and powerful engines to make an aircraft fly and bring
passengers safely to their destinations. Noises and sensations
throughout the flight are caused by the gravity, lift, drag and thrust
and can be easily explained to passengers. It is important to be able
to answer passengers questions and concerns about how an aircraft
flies in order to reassure them when they are frightened.
Pilots use control surfaces to move or turn the aircraft. These are:
aileron, elevator and rudder. There are 3 basic movements that an
aircraft can make on its center of gravity: pitch, roll and yaw.
116
Lesson Learning
Objectives
Upon completion of this lesson
you should be able to:
Have you ever taken a very long trip? If you have you may have
crossed through one or more time zones. Knowledge of time zones
will help you to read flight timetables and schedules. Since times
zones use military timing, you may need to help passengers to read
schedule or departure times as they travel.
As you help a passenger to read his/her travel schedule, you should
help him/her to understand that a flight that is seven hours long does
not necessarily mean that the arrival time will be seven hours later in
local time at the destination.
The International Date Line can also cause confusion among airline
passengers. The most troublesome situations usually occur with
short journeys from west to east. For example, to travel from Tonga
to Samoa by air takes approximately 2 hours. If a person leaves at
noon on Tuesday, they will arrive at 2 pm on Monday. Meanwhile,
someone in Samoa inquiring about the departing flight may be told
there is no flight until the next day.
If passengers are not prepared, there could also be confusion when
the passenger gains a day by having Monday repeated in his/her
schedule. Journal entries and photographs may end up out of
sequence, and there could be errors in a person's medication
schedule. In addition, those making connecting flights might choose
the wrong date for the reservation. Be prepared and organised with
your flight schedules so that you may properly assist your
passengers. Keep in mind that all printed airline schedules, tickets
and boarding passes will always show the local time of the departure
and arrival city.
Finally, as a crewmember you will also use airport codes everyday.
Airport codes are used in flight schedules and you will need to know
them to properly assist passengers understand their tickets and
determine connecting flights. In your crewmember training, you can
also expect to be tested on the airport codes that apply to your
airlines destination cities.
117
The time difference between 0900 and 1300 is four hours. This is
easily calculated by subtracting the smaller number from the larger
number. This method does not work with the 12-hour clock (9:00am
and 1:00pm).
Conversion Table
118
24-hour clock
12-hour clock
24-hour clock
12-hour clock
Military Time
Regular Time
Military Time
Regular Time
00:00
12:00 midnight
12:00
12:00 pm
01:00
1:00 am
13:00
1:00 pm
02:00
2:00 am
14:00
2:00 pm
03:00
3:00 am
15:00
3:00 pm
04:00
4:00 am
16:00
4:00 pm
05:00
5:00 am
17:00
5:00 pm
06:00
6:00 am
18:00
6:00 pm
07:00
7:00 am
19:00
7:00 pm
08:00
8:00 am
20:00
8:00 pm
09:00
9:00 am
21:00
9:00 pm
10:00
10:00 am
22:00
10:00 pm
11:00
11:00 am
23:00
11:00 pm
Assume that you want to convert 3:10 pm. Using the conversion
table, this translates to 15:10.
119
If you travel East of Greenwich, the time becomes one hour later with
each time zone entered. Moving to the West, the time becomes one
hour earlier with each zone.
Location
Bangkok,
Thailand
Current
Day of the
Week
Current
Time
Time Zone
Name
Fri
2:01:00 AM
Not Available
Standard time
zone
Daylight
saving time
Local time
zone offset
UTC/GMT
No daylight
saving time at
the moment
Not Applicable
+1 hour
UTC/GMT
+7 hours
The plus(+)
tells you that
this time zone
is East of
Greenwich
Paris,
France
120
Thurs
9:02:54 PM
Central
European
Summer
Time (CEST)
UTC/GMT
+1 hour
The plus(+)
+2 hours
Thurs
12:04:48 PM
Pacific
Daylight
Time (PDT)
UTC/GMT
-8 hours
+1 hour
UTC/GMT
-7 hours
121
City
1441
JFK
City
DFW
05/15/2006
11:05 (CT US)
DFW
802
YUL
05/15/2006 13:16 (CT - US)
JFK
1165
1932
MIA
061
BKK
MIA
YUL
05/13/2006
05/13/2006
LHR
7:45 (CXT)
11:10 (UTC)
05/20/2006
317
05/21/2006
LHR
SIN
12:00 (DST)
7:45 (AWST)
05/13/2006
061
05/13/2006
ZNZ
NBO
16:30 (EEST)
18:00 (EEST)
05/20/2006
317
05/21/2006
LHR
SIN
12:00 (DST)
7:45 (AWST)
Go see:
http://www.timeanddate.com/worldclock/
http://wwp.greenwichmeantime.com/info/timezone.htm
122
Progress Check
1. Define Greenwich Mean Time.
2. The date just to the west of the __________is one day later than
the date just to the east of the line.
3. Your flight is scheduled to depart LHR at 12:00 BST heading to
SIN (AWST) on June 1.
a) What is the date and time in SIN when you depart LHR?
b) Your flight is scheduled to arrive in SIN at 0745 what is the
date?
c) How many hours will it take to complete the flight?
Answer Key
1. The starting point for the time zones is at 0 and is located at the
Greenwich Meridian, in London, England. The mean solar time at
the Greenwich meridian is traditionally known as Greenwich
Mean Time (GMT) or Greenwich Civil Time (GCT).
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Lesson Summary
The 24-hour Clock is also referred to as military time (US and
Canada), continental time (UK) and international standard notation of
time. In military time, hours are numbered from 00 to 23, for example
00:00 refers to midnight. There are similarities and differences
between standard and military time. As a member of cabin crew, you
will use the 24-hour clock to help passengers read flight timetables
and schedules.
There are 24 world time zones. The starting point for the time zones
is at 0 and is located at the Greenwich Meridian. Time zones and
the 24-hour clock work together closely. For example, if your flight is
at 07:00:00, lasts 12 hours and crosses three time zones, you will not
necessarily arrive at 19:00:00 on the same day.
It is also important to consider the International Date Line also known
as Date Line. It is an imaginary line located opposite the Prime
Meridian, located, more or less, at 180 longitude and corresponds to
the time zone boundary separating +12- GMT. A new date first
begins on the western side of the date line and moves towards the
west around the earth, over a period of 24 hours until it reached the
Date Line again.
124
Lesson Learning
Objectives
Upon completion of this lesson
you should be able to:
Codes are an integral part of the airline and travel industry. They
streamline communication and help to clarify locations. As cabin
crew you will become familiar with location identifiers (airport codes)
and airline designators (airline codes). Each code is used to identify
a specific airport or airline and helps maintain efficient
communication throughout the airline industry.
125
metropolitan area and JFK, LGA, ISP and HPN are all codes for
airports in the New York area.
126
Progress Check
1. Using the information on the web site, http://www.world-airportcodes.com/ identify the city codes below:
JFK _____
DFW ______
MIA _____
NBO _____
YUL _____
SIN _____
BKK _____
LHR ______
2. Using the same web site, identify the three-letter airport codes of
cities you would like to visit and/or work in.
___________________________________________________
___________________________________________________
___________________________________________________
___________________________________________________
3. Your flight is scheduled to depart LHR at 12:00 BST heading to
SIN (AWST) on June 1.
a) What is the date and time in SIN when you depart LHR?
June 1, at 1900.
b) Your flight is scheduled to arrive in SIN at 0745 what is the
date? June 2.
c) How many hours will it take to complete the flight? 12 hours
45 minutes.
127
Answer Key
1. JFK (New York), DFW (Dallas), MIA (Miami), NBO (Nairobi), YUL
(Montreal), SIN (Singapore), BKK (Bangkok), LHR (London)
3. a) June 1, at 1900
b) June 2
c) 12 hours 45 minutes
MODULE SUMMARY
Now that you have completed Module 5 you can describe general
aircraft information and explain how they function in relation to
aviation operations in the air and on the ground. You have also
become familiar with basic aviation terminology that will become part
of your vocabulary as a member of a cabin crew.
To prepare for the final exam, complete the progress checks found at
the end of each lesson several times. You know you are ready for
the final exam when you are able to perform the actions listed in the
module and lesson objectives.
In the next module you be introduced to crew coordination and
communication during flights.
128
Module Learning
Objectives
Upon completion of this Module
you should be able to:
Each flight has a team that includes the members of the cabin crew
and the flight crew. This module describes in detail the role and
responsibilities of the flight crew and cabin crew and discusses the
relationship between the entire team.
It is essential that all members of the flight and cabin crews function
as a team and coordinate all of the everyday operations. In order to
ensure an efficient and safe flight, the entire team must be able to
communicate with each other effectively and understand each others
roles and responsibilities. As cabin crew you will have to work
closely with all of your crewmates. Good communication skills are
essential for good teamwork.
129
Lesson Learning
Objectives
At the end of this lesson you will
be able to:
In order to understand how a member of the cabin crew fits into the
team, you must first get to know all the members of the entire team.
The flight crew includes the captain (or commander) and the co-pilot
or first officer. The leader of the cabin crew is the purser or in-charge
flight attendant. In some airlines this position is also known as senior
cabin crew, lead or #1 flight attendant. In this course we refer to this
person as the purser or senior cabin crew.
The number of cabin crew on a particular flight depends on the size
and type of the aircraft. Regulations require a minimum crew
(the minimum number of cabin crew required to operate the flight).
Airlines will sometimes add cabin crew based on the number of
passengers on board and the service level required for the flight.
The captain is completely in charge of the entire team as well as the
passengers. The captain is responsible for and has authority over
everything that happens on an aircraft before, during and at the end
of a flight. As a member of the cabin crew you will take your orders
and assignments for each flight from the purser who then reports to
the captain.
You need to understand the roles and specific responsibilities of
each member of the flight and cabin crew. This will help you
maintain a high level of efficiency and safety aboard an aircraft.
130
Chain of Command
The captain is in charge of all crew and passengers. The first officer
or Co-pilot is the second in command. The purser or in-charge flight
attendant is the leader of the cabin crew. Each of these individual
has specific roles and responsibilities within the chain of command.
Captain / Commander
The captain or commander is a rank that designates a pilot as the
leader of the crew, who is assigned to each flight and is responsible
for the operation and safety during that specific flight. He or she is
the team leader and therefore must establish an effective crew
atmosphere that encourages teamwork. This requires excellent skills
in communication and resource management.
In addition to flying the aircraft, while on duty, the captain has full
control and authority over the operation of the aircraft as well as over
all other crew without limitation. The captain is in full command of the
aircraft and crew and all orders and directions must be followed even
though they may be at variance from written procedure. This is a
tremendous responsibility that requires the captain to be highly
trained and very experienced. He or she must log thousands hours of
flying time, pass many written and practical tests and have his or her
performance evaluated regularly.
The captain has to be prepared for any situation that might arise
while in control of the aircraft. In an emergency that requires
immediate decision and action the captain will follow procedures and
take the action he or she deems necessary under the circumstances
to ensure the safety and well-being of the passengers. It is the
responsibility of the cabin crew to follow the instructions of the
captain.
131
Every flight has at least 2 active pilots that can fly the aircraft. The
co-pilot or first officer is the person assisting the captain and sits in
the right hand seat in the cockpit as you face the cockpit from inside
the aircraft. Since the first officer is the second in command and is
often the one flying the aircraft, he or she must also pass many
practical and written exams. In many cases the first officer will fly one
leg of a trip, however, some airports require that the captain perform
the take-off or the landing.
The first officer has an independent set of controls and instruments
and flies the aircraft about half the time, usually swapping duties with
the captain on each leg of a flight. In addition to flying the aircraft, the
first officer also assists the pilot with the pre-flight duties by reviewing
paperwork and performing aircraft pre-flight checks.)
132
As cabin crew, you will need to coordinate with the rest of the team.
In order to do this effectively you must be very familiar with the roles
of each member of the team. There are many tasks performed by
the cabin crew before and during a flight as well as in preparation for
landing. At one time or another you will be required to perform all of
these duties so it is important that you are familiar with them. This
lesson describes the duties of all members of the cabin crew and
discusses communication among cabin and flight crews. Therefore,
you must be clear on what your roles and responsibilities are as an
individual. You must also know how to work with a team to handle
the routine as well as the unexpected.
Senior Cabin Crew or Purser
The senior cabin crew is usually the designated leader of the cabin
crew and takes orders directly from the captain. This position is also
referred to in the industry as the purser, in-charge flight attendant,
lead flight attendant or #1 flight attendant. This position often comes
with additional training in the areas of leadership, company policy
and procedure and other skills to qualify someone for the additional
responsibility. The senior cabin crew is responsible to lead the cabin
crew and ensure safety and excellent customer service. He or she
also makes sure that company policy is followed during the flight.
The senior cabin crew coordinates, completes and prepares
important paperwork for customs and duty-free and prepares reports
133
Progress Check
1. List the different flight crew and their ranks.
2. Briefly describe the responsibilities of each of the flight crew.
3. The senior cabin crew member is the _____ of the cabin crew
and takes orders directly from the ______.
4. A purser is responsible to _______, ________ and the following
of ________ during the flight.
Answer Key
1. Pilot-captain/commander, co-pilot /first officer
2. The captain is the pilot and is solely responsible for the operation
and safety during that specific flight. He or she is the team leader
and has full authority over everything and everyone on his or her
flight.
The first officer is the co-pilot and is the second in command. He
or she is often the one flying the aircraft. In addition to flying the
aircraft, the first officer also assists the pilot with the preflight
duties by reviewing paperwork and performing aircraft pre-flight
checks.
3. Leader; captain
4. Ensure safety; customer service; company policy
Lesson Summary
Each flight has a flight crew and a cabin crew. The flight crew
includes the pilot and co-pilot. The pilot is also the captain or
commander and he or she has complete authority for his/her
assigned flight. Pilots are responsible for all crew, passengers and
equipment. The co-pilot, also known as the first officer, has specific
134
duties during the pre-flight preparations and usually flies the aircraft
during one leg of the trip. The captain conducts a crew briefing prior
to all flights in order to share information among the flight and cabin
crews. The cabin crew, led by the senior cabin crew, also known as
the purser or in charge flight attendant, has many duties to perform
before and during a flight. It is very important that each member of
both crews fulfill their required responsibilities in order to prepare the
aircraft and to ensure a safe and efficient flight.
Lesson Learning
Objectives
At the end of this lesson you will
be able to:
135
136
137
Flight: 171
LHR to CDG: (departing London - Heathrow to Paris Roissy Charles
de Gaulle Airport)
Departure: 1615
Arrival: 1830
Captain Ross reviews that the flight time will be 1 hour and
15 minutes.
The aircraft is an Airbus 320
He informs the crew that the departure weather is: cloudy, windy,
temp 12C turbulence on take off and first 15 minutes of flight and
cabin crew should remain in their jump seats until advised by the
captain. Captain Ross indicates he will make an announcement after
take off to passengers about the anticipated turbulence and that he
has asked the cabin crew to remain seated until advised.
The arrival weather is expected to be: cloudy, temp 15C no
anticipated weather delays for arrival
Aircraft Capacity: 12/132 Passenger Count: First Class:
12 Economy: 100
Security Information: standard operating procedures apply
Safety Information: Senior cabin crew conducts review of
emergency equipment on board, location and use of equipment and
areas of responsibility.
Service: First Class Beverage/Meal Service Main Cabin
Beverage/Snack.
Task Assignments:
As indicated on Service Flow Chart.
Special Requests:
20A R .Robins - (WHCR) requires wheelchair assistance.
5C J. Fellows - (UM) unaccompanied minor.
The crew has the opportunity to ask questions and as soon as the
aircraft is ready, you will board and begin flight preparations.
Once the briefing is complete, the cabin crew will go to their assigned
duty positions/stations and complete the pre-flight duties that pertain
to their area of responsibility and prepare for the flight.
138
139
or if they are not safety related repairs then these items may be
addressed at a later time (deferred). For example, if a passenger
seat may not be functioning properly (it does not recline or does not
stay in the upright position) the seat may be blocked from
passenger use if the flight is not booked to capacity. The flight can
take off without endangering the passengers and the seat can be
repaired when there is more time between flights. This way, the flight
is not delayed unnecessarily. Every aircraft has a list of equipment
that must be in working order on the aircraft for it to operate. This list
is called the Minimum Equipment List (MEL) and equipment that
requires repair or replacement cannot be deferred and must be
repaired or replaced before the aircraft can fly again. This list is a
regulated document that requires compliance by the airlines and
covers everything from the highly technological equipment that flies
the plane to the emergency medical kits that are required to be on
board. The most important thing to remember is that a captain will
not operate an aircraft that is not airworthy or capable of being
operated safely.
While the flight crew is conducting the checks of the cockpit and
exterior of the aircraft, they rely on the cabin crew to be doing the
same with their assigned areas in the cabin. The purser or senior
cabin crew will confirm that all pre-flight emergency equipment and
required security checks have been completed. They also need to
confirm whether or not there are issues to be resolved, for example,
broken or missing emergency equipment or galley units that are not
functioning properly.
140
141
When passengers check in for the flight, they are asked a series of
questions to confirm that they meet the requirements. Generally,
these passengers are given documentation with the necessary
information describing the requirements and their responsibilities in
the event of an emergency. However, the cabin crew must always do
a final assessment on board before the flight departs to confirm
passengers meet these requirements. If a passenger does not meet
the criteria and requirements to sit at an exit row then they must be
reseated somewhere else. The exit row seats do not have to be
occupied. More importantly, someone who does not fit the necessary
criteria to assist in the event of an emergency must not occupy an
exit row. Once the exit row seating is confirmed the information is
then communicated and verified with the senior cabin crew Member.
142
important to remember that this may be the only time passengers will
get any information on emergency procedures if a situation occurs
suddenly on take-off or landing. The passenger safety briefing should
be taken seriously and done with professionalism. The lives of
everyone on board may depend on the passengers being able to
follow safety procedures in the event of an emergency.
143
Once the safety briefing is complete, the cabin crew will walk through
the cabin to answer questions and complete any needed cabin
preparations for take-off. The cabin crew is then required to
be seated in their assigned jump seats for taxi as well as for all
take-off and landing phases of the flight.
Passengers with special needs such as those who need the
assistance of someone else to get to an emergency exit receive an
individual briefing tailored to their needs. These passengers can
include children travelling alone, or someone who is blind or deaf or
in a wheelchair.
144
Progress Check
1. Explain briefly why the crews are required to report to the airport
at least an hour before departure.
2. The following topics must be covered in a pre-flight briefing:
a) Weather
b) Flying conditions
c) Ground transportation at arrival
d) Anticipated turbulence or storms
3. Crew briefing is important because it helps to:
a) Establish the basis for communication
b) Gives the crew an opportunity to relax before the flight
c) Set the tone for how everyone will work together
d) Ensure a safe and pleasurable flight.
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Inappropriate
Inappropriate
146
Answer Key
1. During this time you can pick up important mail, verify that you
have all the latest manual revisions and bulletins that pertain to
company policy and procedure. This is important because there
could be a new regulation to follow or a change in the flow of
service for a particular flight. It is also important to arrive at your
assigned report time prior to a scheduled flight so that you can
attend a crew briefing.
2. a), b), and d)
3. a), c), and d)
4. a), b), and d)
5. Passenger safety briefing
6. y
Security checks
Galley checks
7. y
Smoking regulations
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Lesson Summary
The lesson focused on the specific responsibilities of the cabin crew
before take off and in preparation for landing. Many of these tasks
also impact the readiness in the event of an emergency, making it
extremely important that every member of the cabin crew complete
all expected tasks. You had the opportunity to become familiar with
the many tasks that have to be performed in order to prepare for
each stage of a flight including:
y Pre-flight crew briefing
y Pre-flight preparations
y Flight preparation
y Boarding process
y Pre take-off preparations
y Passenger safety briefing
y Preparing for take-off
y Preparing for landing
In the next lesson, you will learn more about the roles and
responsibilities of the flight and cabin crew. Each member of the flight
and cabin crews has specific duties during pre-flight preparations,
boarding, before take-off and before landing.
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Lesson Learning
Objectives
Upon completion of this lesson
you will be able to:
Now that you are familiar with the duties performed by a cabin crew
you are ready to learn a tool used to manage communication and
resources during both routine and emergency situations during a
flight.
During the 1970s, aviation accident investigators discovered that
more than 70% of air crashes involve human error rather than
failures of equipment or weather. In further research, NASA found
that the majority of the errors resulted from failure in leadership, team
coordination and decision-making. The aviation community
responded by turning to psychologists to develop training for flight
crews focusing on the elements that were lacking. Initially, this
training was known as Cockpit Resource Management and was
designed for the flight crews. The focus has expanded to include
cabin crews and others who are a part of the safe operation of a
flight. It is now called Crew Resource Management or CRM.
Using CRM takes into account human factors and their impact on the
error chain. Its application is very important in day-to-day operations
and therefore it is very important that all members of the flight and
cabin crew understand what it is and how it is used. CRM is based
on the ability to communicate effectively, which is essential to
teamwork and handling of information and resources. Once hired
you as cabin crew will attend CRM training on a regular basis.
Effective Communication
Working as a crew brings together individuals from diverse groups
who may not share common norms, values, or vocabularies but who
do offer unique expertise, insights, and perspectives. Many factors
affect how well a team communicates and works. Some of these
factors include conflicts, workload, stress and group interactions.
Your interpersonal skills are a key contribution to successful
teamwork even when faced with difficult group dynamics or stressful
situations. Some of those skills include:
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150
151
efficient and safe operations and also what barriers might impact that
effective performance.
The basic elements of Crew Resource Management (CRM) are:
y Leadership It starts with the captain but involves all cabin
crew. A good leader invites and also expects feedback from
others up and down the chain of command and also allows
others to take leadership roles.
y Communication clear and accurate sending and receiving of
information, instructions and feedback. It involves
understanding that communication is not just words but we send
messages intentionally or unintentionally with our body
language and tone of voice. Active listening is also a key part of
effective communication.
y Situational Awareness taking into account and being able to
identify the important elements of what is happening around you
and using that information to avoid mistakes or to communicate
more effectively. Factors that reduce situational awareness and
ones ability to respond and increase the potential for errors are
fatigue and stress, task overload, difficult operating conditions
and lack of crew communication,
y Assertiveness and Participation Sharing of ideas and
knowledge and performing with team goals and not personal
goals in mind. Making sure that your input is heard and
understood rather than silently watching as mistakes might be
made.
y Decision Making the ability to use sound judgment and all
available information to make the best decision for the situation.
This involves assessing the problem, verifying the available
information and asking questions to clarify, anticipating
consequences of the decision and informing others of the
decision and the reasons behind it.
Keeping these basic elements in mind when working as a team fosters
an environment where everyone feels their input is valued. This
approach has a strong and positive effect on how well individuals and
the crew will function together in day-to-day operations. It is
particularly useful and effective during times of high workload and
stress. When an emergency arises, crews are already working
together using parameters that produce good communication and
coordination without having to think or reflect on it.
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Progress Check
1. Define CRM and what it is used for.
2. List at least 8 interpersonal skills required for effective teamwork
3. Explain the importance of crew cooperation and teamwork in
order to function smoothly under difficult circumstances.
4. List and describe various types of obstacles to effective crew
performance
5. In order to overcome barriers to effective crew performance you
can learn to __________________________ and learn how to
______________________.
6. Two skills that will help overcome challenges to successful crew
performance are effective ____________ and effective
__________________.
7. The _________ works in an environment that is very confined
and quiet.
8. Factors that affect how well a team communicate and works
effectively include, ________, _______, _______, and ______.
Answer Key
1. CRM is the effective use of all available resources (equipment,
procedures and people) to achieve safe and efficient flight
operations. CRM helps to avoid human error and to stop errors
and their consequences before they occur. CRM is also used to
minimize and effectively handle the consequences when they do
occur.
2. Being able to communicate clearly, being able to actively listen
and respond, asking appropriate questions or clarifying unclear
situations, being able to give and receive constructive feedback,
maintaining professionalism in all interactions, being adaptable
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Lesson Summary
Now you are be able to describe CRM, a communication and
situational awareness tool used during routine and emergency
situations. You are also able to identify key elements of CRM and
explain its importance in day-to-day operations. You can also explain
the importance of crew cooperation and teamwork in order to
function smoothly under difficult circumstances. In addition, you
have also learned about the different skills needed for team
coordination and communication and the barriers to a successful
crew performance.
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MODULE SUMMARY
In this Module, we discussed how all members of the flight and cabin
crews function as a team and coordinate all of the everyday
operations. In order for the flight to go smoothly and to ensure an
efficient and safe flight, the entire team must be able to communicate
with each other effectively and understand everyones roles and
responsibilities. In addition, this module introduced you to the Crew
Resource Management, a tool used to ensure effective crew
performance and to prevent human errors during flights.
To prepare for the final exam, complete the progress checks found at
the end of each lesson several times. You know you are ready for
the final exam when you are able to perform the actions listed in the
module and lesson objectives.
In the next module you will be introduced to the principles of
customer service and how they apply to the cabin crews duties and
responsibilities.
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156
Module Learning
Objectives
At the end of this Module you
should be able to:
157
Lesson Learning
Objectives
Upon completion of this lesson
you should be able to:
Identify strategies to
establish trust between you
and the passengers.
Focus on tasks that will help your customers have an excellent flying
experience. Use the tips and checklists in this lesson to deliver
excellent customer service every time you can take comfort in
knowing that your work and attention will be noticed.
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Imagine that.
You are getting ready for a party at your house. You plan your party
based on what you know your guests will enjoy. In the same way,
customer service is not about one interaction but a combination of
things done well. As you prepare to interact with passengers, think
about them as your guests. With this mindset, you will have the skills
you need to be an excellent service provider.
As you perform your job as a member of cabin crew, passengers will
consciously and subconsciously rate you on the 5 following areas:
1. Reliability how well you deliver on commitments.
2. Responsiveness how quickly and how well you interact and
communicate.
3. Assurance how well you know the airline and its products.
4. Empathy when you care about the situation the passenger
is in.
5. Tangibles - what a passenger sees or touches.
There are 4 areas of knowledge and skills. Mastering the knowledge
and skills listed below will help you successfully provide reassuring
service.
y Product knowledge Customers expect you to know all
aspects of about your airline and the product you deliver. For a
cabin crew member this includes everything from the technical
features (safety procedures, cabin features) to food and wine
choices for a meal service.
y Company knowledge - Knowing your organisation helps you
understand how and why things sometimes go wrong This
awareness is crucial in helping customers understand a service
failure.
y Listening skills The need for this skill is crucial. In quality
service you listen to seek understanding and to identify what it is
the customer need. Ask questions to clarify and gain
understanding.
y Problem solving skills In quality customer service, you
should be able to recognize customer needs as they are
expressed or observed and deliver. If things go wrong,
customers will expect you to know how to fix them and do it in a
timely manner.
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If this situation
occurs
Do not respond
Do respond
A passenger tells
you that he has
contacted
reservations in
advance of his last
3 flights to confirm
his special meal
and it has not been
provided.
I dont know.
(Company
Knowledge)
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Im new so I dont
know for sure, check
the in-flight magazine
and see if it shows on
the route map.
A passenger asks
which white wines
you serve and
which oneyou
recommend.
(Product
Knowledge)
As passengers are
boarding, a man
approaches you
and says he is
traveling with his
wife but he has just
noticed that they
are seated 2 rows
apart.
(Problem Solving)
We offer 3 white
wines, Chardonnay,
Riesling and
Sauvignon Blanc. My
recommendation for
dinner would be the
Sauvignon Blanc
from California, it is
described as crisp
with green flavors.
Id be happy to help
you. Please wait
here with your wife
and I will check with
the boarding agent to
obtain another seat
assignment.
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162
Did well
Need help
Describe the tasks required to perform your job safely and with skill
Did well
Need help
Walk through the cabin to offer assistance before and during the
flight
Be honest
Listen
Take responsibility
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Progress Check
1. List 3 ways to show hospitality to passengers.
2. List and describe 3 knowledge and skills to establish trust
between you and the passengers.
3. What are the 5 elements of quality that customers use (in any
business) to evaluate service?
4. Match the element of quality service in column A to correct
description in column B.
A
1. Reliability
2. Responsiveness
3. Assurance
4. Empathy
5. Tangibles
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Mini-situation
e) The other
passengers are
noisy
Answer Key
1. Greet them with a smile, listen to them when they speak to you,
offer them a pillow and blanket (if available), ask them if they
need anything.
2. Product knowledge, company knowledge, ability to listen,
problem solving skills
3. Reliability, responsiveness, assurance, empathy and tangibles.
4. Reliability (4), Responsiveness (5), Assurance (1), Empathy (3),
Tangibles (2).
5. a) Reassure and offer information. Ask questions about their
needs.
b) Keep customers informed about the delay, offer service,
answer questions, be visible in the cabin to offer assistance.
c) Apologise to the customer. Try and look for alternate
solutions, ( i.e. perhaps fold a blanket to be used for a pillow
or, if on the ground before departure, try and request
additional supply.
d) Approach the parent and ask if there is something they need
to help make the infant more comfortable.
e) Offer to relocate a customer who is being disturbed.
Approach the noisy group and tell them you are glad they are
having a good time, and in order for everyone to have an
enjoyable flight it helps if the conversation is kept to a normal
level.
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Lesson Summary
Providing customer service is very similar to throwing a party!
Customer service is not about one interaction but a combination of
things done well. As you prepare and interact with passengers, think
about them as your guests. With this mindset, you will have the skills
you need to be an excellent service provider.
There are 5 elements of quality (service) that customers use (in any
business) to evaluate service and everything you do, every single
day on every flight: reliability, responsiveness, assurance, empathy
and tangibles.
Remember to use the tips and checklists in this lesson to deliver
excellent customer service every time and you can take comfort in
knowing that your work and attention will be noticed and appreciated.
MODULE SUMMARY
When a passenger is satisfied with the customer service that you
have provided, this looks good for the airline and for the members of
cabin crew. Use the customer service tips and techniques presented
in this module to make a passenger feel like a valued guest.
To prepare for the final exam, complete the progress checks found at
the end of each lesson several times. You know you are ready for
the final exam when you are able to perform the actions listed in the
module and lesson objectives.
In the next module you will learn about an important skill that is linked
to providing good customer service, that is, managing passenger
interactions.
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Module Learning
Objectives
At the end of this Module you
should be able to:
167
Lesson Learning
Objectives
Upon completion of this lesson
you should be able to:
168
Request
Customer Interaction
A special meal
Observation
Customer Interaction
169
Progress Check
As cabin crew focused on customer service, you will be required to
assist passengers throughout the flight.
1. List two simple actions that establish trust and reveal customer
care.
2. List two other actions that are not listed in this lesson that you
can do to establish trust with your passengers.
3. List three observable actions by passengers that indicate their
need for assistance.
4. What are the five steps to follow for managing passenger
interactions for passengers that have requested special
assistance?
5. What are the five steps to follow for managing passenger
interactions for passengers that have not requested special
assistance?
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Answer Key
1. Make eye contact and smile: this non-verbal behaviour
establishes trust and shows that you care.
2. Other actions that you can take are: 1. Use a gentle soft tone of
voice, 2. Ask for the passengers name and use it as you speak
to the passenger, 3. Nod as the passenger is speaking to show
that you are listening and then repeat what the passenger just
said to confirm that you have understood.
3. Crying and looking out of the window, unable to find their seat,
having trouble placing bags in the storage compartments or
trying to settle in with two small children.
4. Review requests for special assistance, 2. Make eye contact and
smile: this non-verbal behaviour establishes trust and shows that
you care, 3. Confirm the request with the passenger, 4. Address
the request, 5. Ask the passenger for feedback: was the request
for special assistance filled to their satisfaction?
5. Observe and listen to passengers: body language, things they
say to you or others, facial expressions, 2. Make eye contact and
smile: this non-verbal behaviour establishes trust and shows that
you care, 3. Decide what to do to help the passenger, 4. Offer
assistance, 5. Ask the passenger for feedback: I hope your travel
experience has been pleasant.
Lesson Summary
Whether a passenger requests help or not, there are many
opportunities available for helping passengers before, during and
after a flight. Use your observation and listening skills to identify an
opportunity, assess what the best action is for the passenger based
on your observation, act on the opportunity, and then ask for
feedback. The more opportunities you take, the quicker you will learn
how to successfully manage interactions with your passengers to
increase their travel experiences.
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Lesson Learning
Objectives
Upon completion of this
lesson you should be able to:
You have to
It would be best if
You must...
You need to
May I assist?
We can even check your bag for
you
I understand your concern
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173
174
When a customer
does not want to...
Check in their
luggage...
I know this is
inconvenient for you,
however we can check
your luggage for you right
here at the gate and it will
be carried down to the
ramp and placed in
cargo. I assure you it will
be on the flight and you
can claim it at your
destination.
Weve announced
several times that your
seat belt has to be
fastened.
Stay seated...
Calm down...
Progress Check
1. Identify if the following are words and phrases to avoid or words
and phrases that are service minded (See answers in the table
below)
Word or phrase
Avoid
Service minded
I cant...
Avoid
Service minded
Avoid
Service minded
Avoid
Service minded
Avoid
Service minded
Answer Key
1. Service minded, avoid, avoid, service minded, service minded.
2. During emergency evacuations.
3. All the time (always).
4. Acknowledge to the customer that you understand the wearing
the seat belt may feel restrictive to them or uncomfortable.
State: However I need to ask you to fasten it at this time. Its
important that it be worn when the captain advises as he is
looking out for our safety. Once it is safe the captain will turn off
the sign and you may release the seatbelt again.
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Lesson Summary
The easiest way to get people to follow safety rules and procedures
is to build trust first. Use the strategies presented in the previous
lessons to build trust and you will see it will be much easier to get
your passengers to respect you as you explain and enforce the
safety rules and procedures. The language you use will also
influence how people perceive you. Remember to provide safety
with service as you manage passenger interactions.
Lesson Learning
Objectives
Given a scenario you will be able
to:
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Definitions
177
Respond respectfully.
Avoid blaming the passenger.
Use I instead of you
statements. For example, I
would like to have a great flight
today, do not say you cannot
have a good flight today if you
dont calm down.
Respond respectfully and take
responsibility while you are not
accepting blame, you are
recognizing the other persons
situation, their emotions, and the
inconvenience.
Your goal is to try to get the
passenger to cooperate or to
come up with a solution.
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179
Progress Check
1. List strategies the cabin crew should follow to deal with resolving
a situation where a passenger becomes angry and calming the
passenger down.
2. Describe a situation where a passenger is afraid and wants to
leave the aircraft (be as detailed as possible about how the
passenger is feeling and what happened to cause this). Then list
the steps the cabin crew should follow to deal with resolving the
issue and calming the passenger down.
180
a) Passenger is screaming.
b) Passenger refuses to return
to his seat.
c) Passenger is angry about not
having an aisle seat.
d) Passenger is afraid of the
turbulence and wants the
aircraft to land.
Answer Key
1. Stay calm, show empathy, confirm that the passenger is angry,
listen to the passenger, show passenger that you are listening
dont argue or become sarcastic.
2. Same strategies as fight mode and also try to distract the
passenger to change their focus.
3. a) Take the passenger to a different location, make eye contact
and ask questions that will allow the passenger to explain
what happened. The goal is to remain calm yourself and help
the passenger calm down.
b) Ensure you are in eye-level with the passenger. Listen to the
passenger, have empathy by repeating what the passenger
is saying, explain your point of view and then ask the
passenger what you should do next. By getting the
passenger involved in the solution, you will have a better
chance that they will listen.
c) Make eye contact, listen and apologize for the situation. Ask
questions to search for solutions that might be acceptable to
the passenger. (Window seat with an empty seat next to it,
being seated in a bulkhead row or near an emergency exit
may offer more legroom even though its not an aisle seat.
d) Bend down or kneel at the passengers level, speak slowly
and calmly. Acknowledge their feelings. Explain what
causes turbulence and that it is not unusual or dangerous.
181
Lesson Summary
The fight or flight reaction is a set of processes that occur in the
body when confronted with some form of physical or mental stress.
When either fight or flight modes occur, the passenger needs to
be calmed down and listened to, before you can start to address the
situation. Remember that passengers want you to fix their problem.
While this may not always be possible, you can do something for the
passenger to let them know that you understand their situation and
will do what you can to help them. By recognizing what the
passenger wants or needs and providing for them, you can have a
significant impact on the degree of anger and frustration directed at
you.
Keep in mind that recognition of fight or flight reactions and the
strategies you use to respond to them can also be used with conflicts
in your working and personal relationships. It is a valuable skill to
have in your repertoire. As you encounter passengers who show you
these behaviours, try to make a list of what the situation is, how you
handled it, and what was the outcome so that you can be better
prepared the next time you are faced with similar situations.
Lesson Learning
Objectives
Upon completion of this lesson
you should be able to:
182
Not everyone has a fear of flying. In fact, most people see flying as
just another means of transportation, like taking the train or driving a
car to get from one place to another. However, since individuals are
diverse and unique, there are some that have serious fears when it
comes to flying. Travelling by airplanes can certainly be a terrifying
experience for some passengers who are unable to cope with their
anxiety. Some people are afraid without ever having flown in an
aircraft; however, others have developed fear of flying as a result of a
traumatic event.
Learning how to cope with fear of flying is of great importance to your
profession as cabin crew. As cabin crew you will often encounter
passengers that are fearful of flying. In these circumstances you
should try to give them comfort and assure them that flying can
actually be a pleasant experience. By familiarizing yourself with the
factors that contribute to the fear of flying, you will be better equipped
to comfort the passengers. In this lesson you will learn about the
symptoms of fear of flying as well as some possible solutions.
Fear of Flying
As cabin crew you will be prepared and the reasons are two-fold:
Firstly, you will be able to help comfort passengers on board who
may suffer from a fear of flying. Secondly, you will learn ways to help
cope with your own fears about flying. This lesson explains the fear
of flying and how to cope with it. Understanding the fear of flying is
essential in being able to help someone who exhibits this fear.
Recent world events and terrorism have increased the fear of flying,
even though statistically, it is safer than ground travel. In fact, flying is
considered to be one of the safest forms of transportation - traveling
by air is 29 times safer than driving an automobile.
The fear of flying is a type of anxiety disorder. Like an anxiety, the
fear is of what might happen, rather than of what is likely to occur.
The fear is based more on awareness that life is fragile and we dont
have control over it. Since human beings were not designed to fly like
birds we are faced with human vulnerability when we get on an
airplane. There are three basic causes of fear of flying:
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184
are fearful that this threat might reoccur on their flight. This fear
becomes disabling and can cause symptoms that are uncomfortable
when flying.
The fear of flying, as with many other phobias and anxiety disorders
are accompanied by certain physical symptoms. These symptoms
are directly related to the state of anxiety and are not necessarily due
to a medical or physiological illness. In recognizing the following
physical and psychological symptoms, you will be able to help your
passengers through their fear:
y Muscle tension and tremors
y Heavy breathing and dizziness
y Heart palpitations, chest pain
y Abdominal discomfort
y Sweating
y Flushed or Pale Face
y Dry Mouth
y Impaired memory and poor judgment
y Narrowed perception
Research shows that there are certain strategies that help cope with
the fear of flying. These strategies are associated with behaviours
and thoughts that accompany the fear. You can either use these
strategies for yourself or suggest them to someone who is afraid of
flying. For example,
Think about things other than the unpleasant situation and talk
yourself through the bad feelings: Say to your self, Im thinking about
going on that flight again and its still two days away. Let it go. Take a
deep breath. Come on, get back to work. or, Look! Its a nice view
from the window. Sitting here paralyzed wont make the plane any
safer.
Remind yourself that you are doing the best you can and that
progress takes time: Yes, I was very nervous the last flight. But
since then I have learned some new techniques for coping with
anxiety, I did the best I could. Ill get better with practice.
Give yourself credit for your own good sense: Im not really
helpless. I can take slow, deep breaths. I can practice relaxation
techniques.
185
Acknowledge your fear, and then challenge it: OK. I will be afraid as
Im boarding. But have I ever run away from other problems before?
No. or OK. Maybe I will feel nervous. But I do have things I can
do to relax. Yes, I can imagine a lot of awful things that could
happen. But the reality is that none of these things is likely to
happen.
These tips are based on A Guide to Psychology and Its Practice
http://www.guidetopsychology.com/fearfly.htm
Remember, the solution lies in identifying where your fear or anxiety
is and addressing that.
Go see: For more information on dealing with a fear of flying,
including symptoms and treatment strategies, you can check out this
website: http://www.guidetopsychology.com/fearfly.htm
Cabin crew should also be aware that they may encounter a critical
incident at any time in their career which could manifest symptoms of
fear of flying or Critical Incident Stress. Critical incidents could be
emergency landings, death of a passenger on board, turbulence,
aborted take off or landing and severe injury.
Experiencing trauma causes a shock to your system. Physical or
emotional symptoms may not appear until days or weeks after the
incident. It is important to recognize the symptoms associated with
trauma, critical incidents or fear of flying in yourself and others so you
can offer or seek assistance and support.
Progress Check
1. Airline travel is ____ times safer than driving an automobile.
17
24
29
54
186
Answer Key
1. 29
2. y Fear of heights
y Loss of control
y Flying conditions
y Terrorism
y Claustrophobia
3. y Muscle tension and tremors
y Heavy breathing and dizziness
y Heart palpitations, chest pain
y Abdominal discomfort
y Sweating
y Flushed or Pale Face
y Dry Mouth
y Impaired memory and poor judgment
y Narrowed perception
Lesson Summary
As a result, you can recognise when a passenger exhibits a fear of
flying and respond in a way that will help ease his or her fears. There
are many causes of fear of flying, mainly psychological trauma, lack
of information and symbolic transference. Various fears such as fear
of heights, closed spaces, loss of control, weather conditions and
terrorism can also greatly contribute to an individual feeling unsettled
about getting on an airplane. There are many physical symptoms
that a passenger may exhibit that can demonstrate a fear of flying.
As a member of the cabin crew you will, at one time or another,
encounter passengers that are afraid of flying. This knowledge will
help you recognize when a passenger is excessively afraid of flying
and hopefully will be able to offer them assistance and words of
comfort.
187
Lesson Learning
Objectives
Upon completion of this lesson
you should be able to:
Before closing the doors of the aircraft and commencing taxi, the
cabin crew is responsible for providing specific information that
applies to passengers with special needs. These special briefings are
crucial to provide passengers with special needs, the information that
is crucial in case of emergency and gives them an opportunity to ask
questions. If the need arises, appropriate assistance can be given so
that these passengers are comfortable. For example pregnant
women and passengers with infants and children require information
on proper restraint and seatbelt positioning.
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189
ABC AIRLINES
FULL NAME
OF MINOR
AGE
Given Name(s)
Nickname
SEX
LANGUAGES SPOKEN
Family or Surname
PERMANENT ADDRESS
AND TELEPHONE No.
OF MINOR
FLIGHT DETAILS
FLIGHT NO.
FLIGHT NO.
FLIGHT NO.
DATE
DATE
DATE
FROM
FROM
FROM
TO
TO
TO
PERSON MEETING AND SEEING OFF AT STOPOVER POINT Name, Address and Telephone No.
1.
2.
3.
4.
SIGNATURE
Date
ESCORT IN FLIGHT
Name
From/To
Department/Airline code
ESCORT IN FLIGHT
Name
From/To
Department/Airline code
ESCORT IN FLIGHT
Name
From/To
Department/Airline code
Distribution
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191
y Ask them if they want assistance and how you can best assist
them. Passengers with disabilities have unique skills that allow
them to move about and take care of themselves quite well even
in an environment that is challenging they are the best judge
of what they need.
y Ask questions and listen.
y Avoid asking questions about their disability, if you must, be
sensitive and respectful.
y Look at the passenger and address them directly, not the
person who is escorting them.
y Dont make decisions for them or make assumptions about
them.
y Use people first language refer to the individual first then the
disability.
y Dont portray people with disabilities as brave, special or
superhuman. It implies that it is unusual for people with
disabilities to have talents.
y Dont use normal to describe people who dont have
disabilities. Instead say people without disabilities or typical.
y Relax if you forget a courtesy offer an apology and show
willingness to respectful.
y Do not push, lean on or hold onto a persons wheelchair unless
the person asks you to, this is part of their personal space.
y Try to put yourself at eye level when talking with someone in a
wheelchair, sit or kneel in front of the person.
Etiquette for individuals with hearing impairments:
y Face the customer.
y Identify yourself with your name and your job.
y Speak normally.
y Speak to the person with the hearing impairment and not the
interpreter if one is present.
y Avoid shouting.
y Offer pencil and paper if needed.
y Offer to personally inform them of announcements made during
flight.
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y Tell them when you are leaving so they do not continue talking.
y Ask if they need guided assistance and stay one step ahead if
you guide them.
y Allow them to take your arm/elbow when guiding them.
y Provide them with Braille Cards and Large Print Safety Cards
(airlines have these on board for the safety briefing).
y When serving a meal, describe the contents of the tray and
plate going clockwise, use this same technique for describing
the location of other objects as well.
Etiquette for individuals with intellectual or psychological
impairments:
y Be warm and genuine.
y Introduce yourself.
y Be considerate of the extra time it may take for them to respond
or ask questions.
y Stay focused on them as they respond to you.
y Be patient.
y Give support and be reassuring if they are nervous or anxious.
Airlines strive to provide service to any passenger traveling with a
disability or special condition, however, there are certain services the
airlines are not required to provide, such as:
y Assistance with actual eating (however, assistance with opening
packages, identifying items or cutting food is offered).
y Assistance with elimination functions at their seat or assistance
in the lavatory. (Cabin crew provide assistance in getting to and
from the lavatory with an on board wheelchair).
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Progress Check
1. Special needs passengers require individual briefings prior to
closing the doors of the aircraft. True or False
2. What are the topics covered in an individual briefing prior to
departure?
3. As part of your profession, you will be encountering individuals
with limited abilities. Describe how you would go about providing
service to each of the following:
a. Individuals with mobility impairments
b. Individuals with hearing impairments
c. Individuals with visual impairments
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Answer Key
1. True
2. Safety and emergency procedures, Special instructions that
would apply only to them, cabin layout, special equipment
passenger service unit, seat and seatbelt operation, call button.
3. a) Have a warm and welcoming approach, introduce yourself,
smile and greet the customer, Ask questions about how you
can best assist. Give personal safety briefing.
b) Face the customer. Speak normally, identify yourself with
your name and your job, and ask how you can best assist
them. Give personal safety briefing.
c) Identify yourself with your name and your job. When serving
a meal, describe the contents of the tray and plate going
clockwise, use this same technique for describing the
location of other objects as well. Provide them with braille
cards and large print safety cards, (airlines have these on
board for the safety briefing); give them a personal safety
briefing.
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Lesson Summary
When providing service to passengers with special needs it is
important to be sensitive and patient. The information provided in this
lesson will help you to be aware of the care that is required with
these types of interactions.
MODULE SUMMARY
This module provided you with strategies for managing passenger
interactions efficiently during special and difficult circumstances. You
are now able to recognize the fight or flight reactions of passengers
and can explain several strategies to respond to passengers in these
reaction modes. You can also list the ways in which you can help
passengers with special needs feel they are being cared for before
and during a flight using the proper etiquette depending on the
passengers unique situation.
To prepare for the final exam, complete the progress checks found at
the end of each lesson several times. You know you are ready for
the final exam when you are able to perform the actions listed in the
module and lesson objectives.
The next module will explain the proper safety and emergency
procedures and the role and responsibilities of the cabin crew during
emergencies.
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Module Learning
Objectives
At the end of this Module you
should be able to:
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Lesson Learning
Objectives
Upon completion of this lesson
you should be able to:
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199
Progress Check
1. List the 7 routine duties and responsibilities of the cabin crew
that contribute to safety and emergency response.
2. Explain how routine duties and responsibilities of the cabin crew
help in preparing for an emergency.
3. During take off and landing you should be:
a. Clearing away the galley
b. Sitting in your jump seat in brace position
c.
Answer Key
1. y
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Passenger Checks
Lesson Summary
The key to surviving accidents involves more than luck. In fact, in
most cases it is due to the quick thinking and skill of highly trained
cabin crew. Your ability to think fast and lead everyone on board an
aircraft to safety after an emergency landing or another dangerous
situation is your best tool for survival.
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Lesson Learning
Objectives
Upon completion of this lesson
you should be able to:
This lesson will enable you to identify the various types of emergency
landings, whether they are on land or on water. By having an
understanding of these potential situations you will be better
prepared to handle such a situation, which creates a safer
environment for the passengers. This lesson will also examine some
general procedures for emergency landings, which when followed
lowers the chances of injury for the passengers and crew. This
lesson will discuss ditching and water survival, ditching and
preparation as well as elements for surviving a water landing.
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accidents occur during take off and initial climb of a flight, 51% occur
during the final approach and landing.
(http://www.boeing.com/news/techissues/pdf/statsum.pdf) Even with
little or no information about what has happened, during basic cabin
crew training you will be trained to react with commands and to take
quick action to open available exits and conduct an evacuation.
Prepared or Planned Emergency involves an emergency
situation where time and prior information allows preparations to be
carried out while airborne. This is often the case in situations where it
is known in advance that an evacuation is necessary immediately
after landing. In this type of emergency, the captain will provide as
much information as possible and give directions to the cabin crew to
prepare. It is absolutely necessary that everyone follows the
captains instructions at all times, especially during an emergency.
The information that the captain provides includes:
y The time available to prepare before an emergency landing
y The nature or cause of the emergency and the type of landing
expected
y The signal that will be used to let the cabin crew know that the
plan is going to land. Any other special instructions that might
impact the preparation or evacuation.
Precautionary Emergency Landings - a normal landing is expected
and the captain does not expect that there will be a need to
evacuate, however, the circumstances require that the captain be
particularly cautious and the crew prepares in case an emergency
ensues. An example of this situation might be if the flight crew
receives a landing gear error message or indicator in the cockpit.
However they have been able to verify the landing gear is extended
and will proceed with landing. Nevertheless, as a precaution the
captain will have emergency vehicles in place at the airport, on
standby, and the cabin crew prepares for a potential landing gear
problem on landing.
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204
Progress Check
1. Preparation for emergency landing includes:
a) Cabin crew preparation
b) Cabin preparation
c) Emergency Food preparation
d) Passenger preparation
e) All of the above
2. List major differences between planned and unplanned
emergencies.
3. List and describe the types of emergency evacuations.
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Answer Key
1. a, b, and d
2. Planned emergency landing - an emergency situation where time
and prior information allows preparations to be carried out while
airborne in the event that an evacuation becomes necessary
after landing.
Unplanned emergency landing - involves an incident or
emergency that develops without warning during the taxi, takeoff
or landing phase of a flight. In this situation the cabin crew has
no time to coordinate action with the captain and the cabin crew
may not even receive a notification prior to impact.
3. Land Evacuation when the emergency landing takes place on
land.
Water Evacuation when the emergency landing takes place on
water.
Lesson Summary
After completing this lesson you can now list the types of emergency
landings. You can also explain ditching and how the cabin crew
prepares for an emergency landing in the water. Emergency landings
can either be planned (prepared) or unplanned (unprepared). You
now understand the implication of each type of landing and how to
prepare for both.
This lesson also explained the general procedures for emergency
landings, which are critical in order to reduce the chances of injury for
the passengers and crew. Following procedures will increase
survivability in the event of an emergency landing.
In the next lesson we will introduce the topic of turbulence and
explain how it affects the aircraft during flight.
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9.3 Turbulence
LESSON OVERVIEW
Lesson Learning
Objectives
Upon completion of this lesson
you should be able to:
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208
209
210
Severe or Extreme
Turbulence
Response
The captain makes an announcement
and turns on the fasten seatbelt sign.
Or
Cabin crew will make an
announcement in response to the
fasten seat belt sign, to make sure
everyone is aware that the seatbelt
sign has been illuminated and that
passengers return to their seats.
Flight crew should notify cabin crew of
the degree of turbulence expected
and announce the discontinuation of
service.
Make announcements to passengers
requiring seatbelts and ensure that
they immediately return to their seats.
What to do
Check that overhead compartments are
closed and baggage appropriately stowed.
Check to make sure that lavatories are
unoccupied.
Check if the captain has permitted the
continuation of beverage service, although he
or she may have restricted serving hot
beverages.
Return trolleys and stow galley and service
equipment.
Cabin crew should be seated with their
seatbelt/harness fastened and remain seated
until further advised by the captain.
During unexpected turbulence and or sever
turbulence the cabin crew may not have
enough warning to stow equipment and may
be required to seat immediately.
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Progress Check
1. List some of the precautionary measures taken by cabin crew in
response to light or moderate turbulence.
2. In moderate turbulence, the airplane is tossed violently about,
virtually impossible to control and may cause structural damage.
TRUE or FALSE
3. Light turbulence is a common occurrence, slight, rapid and
rhythmic bumpiness occurs. Unsecured objects remain stable.
TRUE or FALSE
4. Given the categories of turbulence, match with its corresponding
definition.
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A) Light Turbulence
B) Moderate Turbulence
C) Severe Turbulence
D) Extreme Turbulence
Answer Key
1. y Check that overhead compartments are closed and baggage
appropriately stowed
y Check to make sure that lavatories are unoccupied
y Check if the captain has permitted the continuation of
beverage service, although he or she may have restricted
serving hot beverages
2. FALSE
3. TRUE
4. A) 3
B) 5
C) 1
D) 2
E) 4
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Lesson Summary
While it is important to understand light, moderate, severe, extreme
and CAT turbulence, it is also crucial to understand how to respond
to them. This lessons guide on how to respond to turbulence and the
importance of ensuring that passengers use seatbelt when seated
will help the crew and passengers remain safe during a turbulent
flight.
Lesson Learning
Objectives
Upon completion of this lesson
you should be able to:
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215
216
217
218
219
Raft Repair Kit - Contents include patches and clamps which can be
used to repair tears or punctures in the raft.
Water Storage Containers Containers, which allow for the
collection of rainwater. Some survival kits may also contain small
containers of water or tablets that can be added to sea water to make
it potable (for drinking).
Signaling Devices such as mirrors, flares for day and night and a
whistle.
Flashlight and batteries in addition to the ones found on the
aircraft.
Sea Dye Marker chemical fluorescent dye that will dissolve in the
water and stain the water surrounding the raft to aid in sighting and
rescue.
Additional information available at:
http://en.wikipedia.org/wiki/Fire_extinguishers
http://www.h3r.com/halon/faq.htm
http://www.smokehoods.com/products/pbe_main.aspx
http://en.wikipedia.org/wiki/Emergency_locator_transmitter
Progress Check
1. Aircraft emergency evacuation devices, doors and emergency
exits, are equipped with ______ and ________ to assist
passengers and crew in exiting the aircraft in an emergency.
2. List at least 5 items in the survival kits.
3. Match the types of fire fighting equipment and their use.
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1. Halon
Extinguishers
2. Water Fire
Extinguisher
3. Smoke
Hood/Portable
Breathing
Equipment
4. Fire/Crash
Axe
5. Lavatory
Smoke
Detectors
6. Automatic
Lavatory Fire
Extinguishers
Answer Key
1. slides, slides/rafts
2. y
Canopy
Signaling Devices
3. A) 4, B) 6, C) 2, D) 5, E) 1, F) 3
4. In a land evacuation, passengers and crew evacuate by sliding
down the device and then move away from the aircraft for safety.
In a water evacuation, the slide/raft becomes a flotation device,
which the passengers and crew get into. Once the passengers
board the raft it is then released from the aircraft.
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Lesson Summary
This lesson focused on the various types of emergency equipment
available on board and the procedures for using them. In addition,
the lesson reviewed the procedure for evacuating an aircraft on land
or on water. After completing this lesson you now have an
understanding of the importance of following procedure when using
emergency equipment on board an aircraft or when evacuating the
plane. This information will enable you to be better prepared in the
even of an emergency and better to ensure passenger safety.
Lesson Learning
Objectives
Upon completion of this lesson
you should be able to:
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223
Progress Check
1. Throwing water on a fire is the best response. TRUE or FALSE
2. Water Extinguishers are recommended for class A fires. TRUE or
FALSE
3. How should you extinguish a fire if you do not have a fire
extinguisher?
4. List and describe the steps for responding to in-flight fire
emergencies.
5. List the three classes of fires and the extinguishers you should
use for each.
224
Answer Key
1. FALSE
2. TRUE
3. You should smother it with a cover, blanket, or sand, or other
non-combustible items. Eliminate the oxygen from the fire as
quickly as possible.
4. y Locate the source of the fire and identify the class of fire.
y Request back up assistance and obtain appropriate fire
extinguisher and equipment to fight the fire and coordinate
immediate notification to the captain with another
crewmember.
y With the extinguisher, aim at the base of the flames and
discharge the extinguisher in a sweeping motion.
y Once the fire is extinguished, continue to monitor for possible
re-ignition.
y Ensure customer safety relocate if necessary and pass out
damp cloths and instruct the passengers to cover their nose
and mouth if breathing is difficult because of smoke.
Remember NEVER to use oxygen near open flames.
y Follow the captains instructions if an emergency landing
must take place direct passengers to get into the brace
position and secure the cabin.
5. Class A (Common Combustibles): Water Extinguisher, which is
using water to put out the flame, can be used to put the fire out.
Other available non-flammable liquid such as juice, coffee or
soda can be used as well. However, it is important never to use
liquor to put out a fire because it could further fuel the fire
Class B (Flammable Liquids): Halon can be used. It is important
to never use water on a class B fire as it will spread the
flammable liquid and spread the fire.
Class C: (Electrical Fire): Halon. Also, make sure to turn
electrical power off in the vicinity of the fire and do not use water
as it may conduct electricity and cause electrical shock.
225
9.6 Decompression
LESSON OVERVIEW
Lesson Learning
Objectives
Upon completion of this lesson
you should be able to:
The aircraft flies at an altitude that the human body cannot tolerate
for more than a few seconds. This is because the air does not have
enough breathable oxygen. This module gives an overview of cabin
decompression, which can be very dangerous for the people onboard
the aircraft. Cabin pressurisation is the maintenance of a cabin
altitude lower than the actual flight altitude. Because of the vast
difference in pressure the possibility of a loss of pressurisation exists
the uncontrolled loss of pressurisation is called decompression.
Decompression is categorised into rapid/explosive and slow. Their
identifiers describe their differences. As cabin crew you must be
aware of their differences and how to react accordingly, in order to
ensure the your safety and others on board.
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227
Lesson Learning
Objectives
Upon completion of this lesson
you should be able to:
Recognise decompression in
the cabin and the
manifestations of hypoxia.
9.7.1 Hypoxia
Hypoxia occurs when there is lack of adequate oxygen to the body
tissues. This can cause loss of consciousness and ultimately death
in a short amount of time if not corrected with a supplemental supply
of oxygen. The danger in hypoxia is its subtle onset unless
conditions in the area indicate there has been a rapid
decompression. In order to prevent hypoxia you must be alert to the
symptoms not only in yourself, but also in other crew and
passengers. Symptoms do not occur in any order and some, though
not all the symptoms may be present. The remedy is oxygen and
usually recovery is rapid once the oxygen is administered.
228
229
230
Progress Check
1. Explain what decompression is and what the cabin crews
response should be.
2. What are the symptoms associated with hypoxia? Explain the
consequences of it on people.
3. ___________________________ is the amount of time an
individual is able to perform flying duties efficiently in an
environment of inadequate oxygen supply.
4. Why is it important for the cabin crew to be familiar with
decompression?
Answer Key
1. Decompression is defined as the inability of the airplane's
pressurization system to maintain its designed pressure
differential. This can be caused by a major malfunction in the
pressurization system or structural damage to the airplane.
Decompressions fall into three categories and are defined by
how rapidly the actual loss of pressurization occurs. These are
slow, explosive and rapid decompression.
Should decompression occur, immediately put on an oxygen
mask, keep it on and remain seated until otherwise advised by
the captain. The passengers should also put on the oxygen
masks immediately.
2. Hypoxia occurs when there is lack of adequate oxygen to the
body tissues. This can cause loss of consciousness and
ultimately death in a short amount of time if not corrected with a
supplemental supply of oxygen. The danger in hypoxia is its
subtle onset unless conditions in the area indicate there has
been a rapid decompression.
3. TUC (Time of Useful Consciousness)
4. To understand why it occurs and to recognise what impact it can
have on the safety of the passengers, crew and the aircraft and
how to respond.
231
Lesson Summary
Now you are able to describe decompression and explain the
appropriate responses in such a situation. You can also describe the
two types of decompression rapid/explosive and slow
decompression. Being able to recognise cabin decompression and
responding to it quickly and using the correct procedures can save
lives.
This lesson also explained what decompression is, and the potential
damage it can cause to the aircraft and its ability to land safetly, as
well as the effect on the people on board. We examined the how to
idenitfy decompression and the effects of hypoxia on the crew and
passengers, which is of particular importance as it affects the welfare
of passengers and crew with very serious consequences if
decompression goes unchecked.
MODULE SUMMARY
You are now able to identify the emergency and safety procedures in
case of an in-flight emergency and explain the steps of each
procedure. You can also identify emergency evacuation equipment
and explain how to use it. You have also been introduced to the main
cause of fires on board an aircraft and can explain how to fight the
fires in the event that they occur.
This module also described the various categories of turbulence the
appropriate responses to each one. As cabin crew it is important to
understand what causes turbulence since it is one of the major
causes of injuries during flights, in particular when passengers are
not wearing seat belts.
As cabin crew you must be aware of the common symptoms of
hypoxia so you can respond quickly and effectively. Hypoxia is
caused by lack of oxygen. You can now identify the various types of
decompression and its consequences on the aircraft and those on
board as well as the proper procedures in the event of either rapid or
232
233
234
Module Learning
Objectives
At the end of this Module you
should be able to:
One of the most crucial aspects of being a cabin crew is having the
skills that prepare you for emergencies on board the aircraft. The
cabin crews primary goal is to keep the passengers safe, so that
learning the proper standards for handling medical emergencies on
board is an essential part of the job. This module examines the
various aspects of preparing for a medical emergency, including
identifying and understanding the emergency medical equipment on
board the aircraft. During initial training for cabin crew, you will be
trained on emergency procedures. Once you are familiar with the
equipment available on board, then you will be ready to learn about
the steps and procedures to follow in the event of a medical
emergency.
235
Lesson Learning
Objectives
Upon completion of this lesson
you should be able to:
236
anti-diarrhea medication
examination gloves
antiemetic
gastronintestinal antacid
applicators
insect repellent
disposable gloves
safety pins
scissors
tweezers
simple analgesic
dressing for burns.
237
238
Progress check
1. Explain the difference between a First Aid Kit and an Emergency
Medical Kit.
2. Match the following with the correct description:
Resuscitation Mask
Portable Oxygen
Bottles
AED
Answer Key
1. First Aid Kit contains sealed boxes with medical supplies for the
treatment of injuries or minor illnesses. For example, using
disinfectant and a bandage, the First Aid Kit can be used for
addressing minor cuts or scrapes
EMK Emergency Medical Kit is a sealed container or box that
contains advanced medical supplies for the treatment of illness
or injury. Can only be opened and used by medically trained
personnel
2. Resuscitation Mask (d), Portable Oxygen Bottles (c), AED (b),
Bio Hasard Kits (a)
239
Lesson Summary
After completing this lesson, you are now able to identify and
describe the equipment on board for use in a medical emergency,
such as the First Aid Kit, Oxygen Bottles Emergency, Medical Kit
(EMK), Automatic External Defibrillator (AED), Biohazard Kits, and
(Resuscitation Mask). As a result, in the event of a medical
emergency on board you will be able to immediately identity the
proper medical equipment to use. You are also able to identify what
equipment is available to personally protect yourself, as well as
others, when administering first aid. In the next lesson you will be
introduced to various procedures to respond to a medical
emergency, including the steps to ensure personal protection when
assisting a passenger.
240
Lesson Learning
Objectives
Upon completion of this lesson
you should be able to:
241
Check-Call-Care
The three steps to remember when providing first aid are Check,
Call, and Care. The following are basic procedures to help ensure
the best care for the passenger and the maximum protection for the
cabin crew:
CHECK
y Assess the situation and the victim
y Pay attention to details and ask yourself these questions:
a) What is the nature of the illness or injury?
b) Is the victim unconscious, bleeding?
c) Does the victim have difficulty breathing? (It is very
important to maintain an open airway and check that the
passenger is breathing and has a pulse.)
d) Does the victim have chest pain?
e) Is the scene safe for you to proceed?
242
243
There are systems in place to assist the cabin crew in the event of a
medical emergency that requires the immediate attention of a
physician, and there is no doctor aboard the flight that can help.
These include:
y Air-to-ground communication between the cockpit and
ground physicians. Air to ground medical communication is a
service where airlines have expert physicians readily available
24 hours a day, 7 days a week to provide the captain and cabin
crew with medical advice when medical emergencies occur.
Some airlines have their own physicians and others obtain this
service through a specialist provider. (See
http://www.medaire.com/comm_air.asp for further
documentation).
y Telemedicine An evolving area of diagnosis using seat-back
phones and ECG (Electrocardiogram), which are located in
certain aircraft. These strips provide information of vital signs,
images of the patient, and two-way voice communication. The
phone transmission is slow and with the evolution of Internet
services on aircraft this may lead to more effective transmission
in the event of a medical emergencies. (Referenced from IATA
Medical Manual pg. 60 61).
244
Progress Check
1. Cabin crew are not trained as medical professionals but are
provided with basic medical knowledge and tools. TRUE or
FALSE
2. Define first aid?
3. A passenger approaches you and says that the woman next to
him does not look well. Her color is very pale and she is
sweating excessively. What are some of the questions that you
would ask to assess the situation and the sick passenger?
4. Select the items available on board airplanes used to protect
cabin crew when administering first aid.
a) Bandages
b) Goggles
c) Ressuscitation mask
d) Sharps container
e) All of the above
5. The three steps to remember when providing first aid are _____,
_____ and _____.
245
Answer Key
1. True
2. First aid is the immediate and temporary care given to the victim
of an accident or sudden illness until advanced, professional
medical assistance can be obtained
3. y Introduce yourself and offer assistance - ask for her name
and if she has concerns about how she is feeling
y Ask if the passenger is traveling with someone.
y Does she have a medical condition of which you should be
aware?
y Is she taking medication or has she taken any medication
recently?
y Ask about her symptoms.
y Is the scene safe for you to proceed?
y What is the nature of the illness or injury?
y Is the victim unconscious, bleeding?
y Does the victim have difficulty breathing?
y Does the victim have chest pain?
4. b, c, and d
5. Check, Call, Care
Lesson Summary
After completing this lesson you are now able to list the first aid and
medical emergency equipment that is available on board an aircraft
and what they are used for. You can also list the key steps in
responding to a medical situation or emergency on board a flight.
You also have an understanding of the different types of medical
assistance that is available on board an aircraft. This lesson further
emphasised the various ways you can protect yourself when
assisting others.
In the next lesson we will take a closer look at the AED (Automatic
External Defibrillator) and CPR (Cardiopulmonary Resuscitation).
246
Lesson Learning
Objectives
Upon completion of this lesson
you should be able to:
247
mouth from the victim's and break the air seal, their chest falls and
once again deflates the lungs. As in normal breathing, this results in
air being exhaled from the victim's mouth.
Reference for rescue breathing:
http://science.howstuffworks.com/cpr4.htm
10.3.2 CPR
CPR is an emergency first-aid procedure used to deliver oxygencarrying blood to the heart and brain in a person whose breathing
and heartbeat have stopped. This is extremely important in order to
prevent brain damage while more advanced medical help is on the
way.
CPR is most often needed following a heart attack that has caused a
person's heart to stop beating; a condition called cardiac arrest.
Cardiac arrest simply means the heart and lungs are not working
the heart is not breathing and there is no breathing. People may also
go into cardiac arrest and require CPR after serious injury, after
nearly drowning, a stroke or a drug overdose. In order to be effective,
CPR must begin within minutes after the victim's breathing and
heartbeat have stopped.
(http://www.aolsvc.worldbook.aol.com/wb/Article?id=ar095225&st=C
PR)
It is important to understand that CPR extends the window of
opportunity until treatment by paramedics or other medical
professionals is available.
248
CPR Basics
CPR is a first aid technique that is used to keep victims of cardiac
arrest alive and to prevent brain damage until advanced medical help
is on the scene.
CPR has two goals:
1. Keep air flowing in and out of the lungs.
2. Keep blood flowing throughout the body.
http://science.howstuffworks.com/cpr2.htm
When administering CPR you:
1. Use a Resuscitation Mask (if available) to protect yourself.
2. Blow into the victim's mouth to push oxygenated air into the
lungs. This allows oxygen to diffuse through the lining of the
lungs into the bloodstream.
3. Compress the victim's chest to artificially re-create blood
circulation.
The benefits of CPR are:
y Effective bystander CPR, provided immediately after cardiac
arrest, can double a victims chance of survival.
y CPR helps maintain vital blood flow to the heart and brain and
increases the amount of time that an electric shock from a
defibrillator can be effective.
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250
breath on their own. (While checking for a pulse you can watch for
the chest to rise and fall, listen for breath sounds or feel their breath
on your cheek. If the victim is not breathing and does not have a
pulse, CPR is administered).
Use this table as a guideline for assessing when Rescue Breathing
or CPR should be administered:
If the victim . . .
You should
Begin CPR
251
http://www.health.harvard.edu/fhg/firstaid/heimlichAd.shtml
The Heimlich maneuver or abdominal thrusts is a first aid procedure
used when a person has an obstructed airway or is choking and
cannot breathe.
Choking occurs when a foreign object or piece of food becomes
lodged in the throat or windpipe. Choking cuts off the supply of
oxygen to the brain and first aid must be administered as quickly as
possible.
The universal sign for choking is hands clutched to the throat.
Someone may or may not give that signal, so be observant for other
signs, such as:
y Inability to talk.
y Difficulty breathing or noisy breathing.
y Inability to cough forcefully.
y Skin, lips and nails turning blue or dusky.
y Eventual loss of consciousness.
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253
Progress Check
1. Match the following terms with their definitions:
1. CPR
2. AED
b. The act of breathing for a person who is not breathing on his or her
own but has a pulse.
3. Heimlich Maneuver
4. Rescue Breathing
Answer Key
1. 1c, 2a, 3d, 4b
2. rescue breathing
254
Lesson Summary
After completing this lesson you are now able to identify the ABC of
first aid, as well as the procedure for administering CPR effectively.
These lessons are extremely important to learn as cabin crews
because if used effectively these procedures are sometimes the only
methods available on board an aircraft to save a passengers life.
255
MODULE SUMMARY
As cabin crew it is your responsibility to ensure the passengers on
board are safe and secure. It is crucial that you are able to respond
as quickly and effectively as possible to an in-flight medical
emergency. Although cabin crews are not trained medical
professionals, there are important First Aid procedures to follow that
can save a persons life. This module examined several of these
procedures, which include CPR and the Heimlich maneuver. This
module also discussed the proper way to assess the needs of a
passenger to ensure they receive the proper medical attention.
Following guidelines and procedures also ensures that protect your
self while administering First Aid. Furthermore, this module examined
the various types of medical emergency equipment on board a flight
that you or a trained medical professional may use to help someone
in need.
To prepare for the final exam, complete the progress checks found at
the end of each lesson several times. You know you are ready for
the final exam when you are able to perform the actions listed in the
module and lesson objectives.
The next module covers another topic that is critical to the safety and
well being of those aboard an aircraft. You will be introduced to how
to recognize dangerous goods and how to respond to them if they
pose a threat to the passengers and crew.
256
Module Learning
Objectives
At the end of this Module you
should be able to:
257
Lesson Learning
Objectives
Upon completion of this lesson
you should be able to:
When passengers prepare for a trip, they often pack many household
items in their luggage. What they are not aware of, however, is that
certain items can be classified as dangerous goods and can pose a
threat to the safety of the aircraft. People do not realise that a simple
everyday item such as hairspray can be viewed as a dangerous good
with the potential to cause harm, in certain circumstances. Items
such as these require certain restrictions in order to remain safe.
After this lesson, you will have a better understanding of how you can
recognise dangerous goods and the effects they can have when
brought onto an aircraft. It is extremely critical that as cabin crew,
you familiarise yourself with this information, as the safety and well
being of all those on board should always be your highest priority.
258
259
260
Progress Check
1. What are dangerous goods?
2. Potential risks of dangerous goods _______ when they are
transported in cargo or in the cabin of an aircraft.
3. _______ regulates the transport of dangerous goods by air.
4. Explain why as a cabin crew member it is important for you to
recognise dangerous goods and how they should be transported.
Answer Key
1. Dangerous goods are articles or substances which are capable
of posing a risk to health, safety, property or to the environment
during operation or transportation
2. increase
3. ICAO
4. To prevent items from being brought into the cabin that could
impact the safety of passengers and the flight.
261
Lesson Summary
Dangerous goods can pose a risk to health, safety property and the
environment. Through training, you will become familiar with the
various procedures and guidelines that must be followed when
dealing with dangerous goods. It is important to know these
guidelines extremely well in order to ensure that everyone on board
is prevented from being harmed in any way.
There are many dangerous goods which, although may pose a
threat, are permitted to be brought on the aircraft as long as they
meet the imposed airline standards. In order to ensure everyones
safety, you will need to know which items are permitted, as well as
their acceptable quantities. Knowledge of dangerous goods will
enable you to perform the most important task of being a crew
protecting the lives and overall well-being of all those on the aircraft.
262
Lesson Learning
Objectives
Upon completion of this lesson
you should be able to:
Now that you are familiar with dangerous goods and their potential
threat, it is essential that you learn the hasard class definitions. This
lesson will teach you the various classes of dangerous goods.
Dangerous goods not only can harm your health, but they can also
affect the operation of the aircraft. By having the tools to identify the
markings of these materials, you can help ensure the aircraft will
operate smoothly. By learning this information and being able to
recognise hasardous labels you will be able to prevent dangerous
goods from being brought onto the aircraft, which could cause
serious harm to both you and other passengers.
263
TYPE
DIVISION
Class 1
Explosives
TNT, dynamite
Class 2
Gases
hydrogen, nitrogen,
chlorine
Class 3
Flammable Liquids
Class 4
Flammable Solids
magnesium, white
phosphorus, sodium
Class 5
Oxidizing
Substances and
Organic Peroxides
hydrogen peroxide,
benzoyl peroxides
Class 6
Toxic and
Infectious
Substances
hydrofluoric acid,
pesticides, virus
cultures
Class 7
Radioactive
Material
uranium, plutonium
Class 8
Corrosive
Substances
sulfuric acid,
potassium hydroxide
Class 9
Miscellaneous
Dangerous
Substances
264
Progress Check
1. Dangerous goods are divided into 7 classes. TRUE or FALSE
2. Each of these classes is further divided into smaller divisions.
TRUE or FALSE
3. The minimum dimension of a hasard label is 100 x 100 mm.
TRUE or FALSE
4. List the classes of dangerous goods and their names.
265
Answer Key
1. False
2. False
3. True
4.
Class 1
Explosives
Class 2
Gases
Class 3
Flammable Liquids
Class 4
Flammable Solids
Class 5
Class 6
Class 7
Radioactive Material
Class 8
Corrosive Substances
Class 9
Miscellaneous Dangerous
Substances
Lesson Summary
Dangerous goods can be recognised and identified by looking at their
labels. There are 9 classes of dangerous goods and many have subdivisions within each class. Each class has its own corresponding
label(s) and by having a strong knowledge of these labels, you will be
able to know the risks of each specific item which you may encounter
as a crew.
To prepare for the final exam, complete the progress checks found at
the end of each lesson several times. You know you are ready for
the final exam when you are able to perform the actions listed in the
module and lesson objectives.
The next module deals with another issue that also directly affects
the safety of passengers and crew, aviation security.
266
Lesson Learning
Objectives
Upon completion of this lesson
you should be able to:
Explain standardised
procedures followed in case
of suspect items and
materials on board an
aircraft.
Explain the enforcement and
reporting of dangerous
goods.
267
Taking Precautions
There are general protocols to follow when dealing with a dangerous
goods accident or incident in the passenger cabin during flight.
Incidents involving dangerous goods must be reported to the
authorities of the State of the operator (airline) and of the State in
which the incident occurred. This is done so that appropriate
measures can be taken to prevent a reoccurrence of the incident or
accident. However, these types of accidents or incidents can be
entirely prevented from ever happening, if you are cautious in your
inspection and always on the lookout for suspicious items.
Preventative Action
Passengers may knowingly, or unknowingly, bring dangerous goods
on board an aircraft. Your challenge as crew is to be aware of
suspicious items or packages that are deemed a dangerous goods
item or could pose a threat to in-flight safety. Although you may be
aware of dangerous items which are clearly labeled and marked, you
must also be alert of items which are not so obvious. It is the items
that are unmarked that often pose the greatest threat, as they are not
necessarily visible to the unsuspecting eye.
Signs that packages and carry-on items that a passenger brings on
board are a potential problem include the following:
y Package is leaking
y Package has a strong odor
y You can hear strange sounds such as liquid sloshing
y The parts are clanging
It is important that you act swiftly if your instinct tells you that
something is not right. In these situations you must approach the
customer and ask appropriate and non-confrontational questions that
will allow you to gather more information about the contents. You
should try to ensure that passengers do not feel they are being
attacked or accused and understand that you are first and foremost
trying to look out for their interests. If you have any doubts or
concerns after speaking with the passengers in question, you must
notify your senior cabin crew and the captain. Safety is about
prevention and appropriate questions in advance can alleviate a
problem and potential threat for all later on. How you ask the
question is also very important. See below for some examples:
268
Inappropriate
Appropriate
269
270
Progress Check
1. Incidents involving dangerous goods must be reported to the
authorities of the State of the operator and of the State in which
the incident occurred. TRUE or FALSE
2. Your chief obligation as cabin crew is that the flight departs on
time. TRUE or FALSE
3. What are some suspicious elements to determine the presence
of dangerous goods?
4. In case of spills or leakage, what are some general responses to
follow?
5. What are the two initial actions to take when you or others come
in contact with dangerous goods?
Answer Key
1. True
2. False
3. Leaking, strong odor, strange sounds such as liquid sloshing or
parts clanging.
4. i.
ii.
271
5. i.
ii.
Lesson Summary
If a dangerous goods incident takes place while in-flight, you must
take initial action and follow the guidelines in the event of a fire or
spillage or leakage. You must take all the necessary precautions to
ensure that no harm comes to you or anyone on board the aircraft.
Above all other responsibilities in your role, your chief obligation as a
cabin crew is the safety of the passengers and aircraft.
MODULE SUMMARY
In this Module, you became familiar with dangerous goods and their
potential threat to passengers and crew aboard an aircraft. You can
now differentiate between which goods that are permitted to be
brought on board or checked and which goods are absolutely
prohibited.
This module provided you with the knowledge you require in order to
recognise dangerous goods and protect passengers from being
exposed to them.
You are now able to list the appropriate measures that must be taken
in the event that dangerous goods are brought on board. You can
also list the actions and procedures to take in the event of fire, spills
and leakage of dangerous goods.
In the next module you will learn about another critical topic in the
safety of passengers and air travel, aviation security.
272
Module Learning
Objectives
At the end of this Module you
should be able to:
273
Lesson Learning
Objectives
274
275
Passengers who had noticed the gunman started to leave the aircraft
and the cabin crew in the rear of the plane deployed the slides
allowing those in the rear of the aircraft to escape. Police arrived
within minutes of being notified, surrounded the plane and began
negotiations with the gunman. The captain and first officer were
released and the gunman surrendered peacefully. He was charged
with air piracy. One hundred and twenty-four passengers and seven
members of the crew were on the plane at the time of the incident
and they were all able to escape.
http://www.tsa.gov/interweb/assetlibrary/Criminal_Acts_Against_Civil
_Aviation_2000.pdf
Facility Attack (airports, cargo facilities, off-airport aviation related
facilities, crew hotels).
Example of a facility attack: On December 24, 1985, the
revolutionary group GAR claimed responsibility for the bombing of a
Lisbon ticket office for the Spanish National Airlines as a protest for
the death of a young Basque who was killed in policy custody.
www.tkb.org/Incident.jsp?incID=4448
Attempted Facility Attack this refers to a failed attempt to attack a
facility or aircraft.
Acts of Sabotage - Sabotage is accomplished with the use of
explosive or flammable devices or a combination of both. Bombs
and materials used for sabotage can be quite sophisticated but in
some cases quite simple. Although there are strict security
measures in place in most airports and aircraft, it is necessary to be
aware of the fact that some individuals use themselves as the vessel
to carry and detonate an explosive device. It is no longer only an
item that is left unattended. These suicide bombers are prepared to
be a victim of the explosive device. They can carry the device on
their person or store it in their checked luggage. These acts of
sabotage are also used in facility attacks and not only on aircraft.
Attempted Sabotage This refers to a failed attempt at sabotage of
a facility or aircraft.
Nezar Hindawi was found guilty of attempting to blow up an El Al
aircraft. He planted plastic explosives within his girlfriends luggage
(without her knowledge) and said he would join her on a later flight.
The plot was stopped when a security official searched her bag
suspicious because it was too heavy for its size.
http://news.bbc.co.uk/onthisday/hi/dates/stories/october/24/newsid_2
478000/2478505.stm
276
Progress Check
1. List and define the six major threats to the aviation industry.
2. Identify the types of people or groups who are a threat to the
aviation industry. Select all that apply.
a) Terrorists
b) Mentally disturbed
c) Refugees
d) Disgruntled employees
e) All of the above.
3. List and explain five motives behind hijacking airplanes.
Answer Key
1. y
Hijacking
Attempted Seizure
Facility Attack
Acts of Sabotage
Attempted Sabotage
2. e
3. y
277
Lesson Summary
There have been many threats to the aviation industry. Media and
government attention are some of the reasons why the aviation
industry is considered high profile.
These acts of violence and destruction on the aviation industry are
usually committed by terrorists, criminals, mentally disturbed
individuals, refugees taking desperate measures to draw attention to
their plight, and even disgruntled employees who are either
emotionally disturbed or have criminal intentions.
Some reasons for these attacks include: gaining publicity for a cause,
to change government policy, or to frighten the public and disrupt
normal life and business.
278
279
280
Level
Description
Specific Examples
Response
Level 1
Passenger exhibits
disruptive behaviour
and complies with cabin
crew request. No
further action is
required.
A passenger has
started an argument
with another
passenger across the
aisle. Their language
and tone is
inappropriate, you
offer another seat so
they are not near
each other.
Level 2
Passenger is
unresponsive to you
and continues to be
disruptive and does not
follow instructions.
It has been
determined that a
passenger has been
smoking for a second
time in the lavatory.
The senior cabin
crew had instructed
the passenger
previously, that
smoking was not
allowed at any time
on the flight and that
the passenger must
comply.
It is recommended
that a written warning
be given to the
passenger stating the
implications of
continuing the
behavior or
disruptions.
Level 3
The passenger
shoves a crew
member who
approaches and
punches another
passenger trying to
calm him down.
Certain situations
may call for
immediate restraint
and diversion.
Continuing
Interference with Crew
Duties after two
previous warning.
Cabin crew or
passenger is injured or
subject to a serious
threat of injury.
Restraint device
must be used to control
the passenger to
maintain the safety of
the aircraft, crew and
passengers.
Diversion or
unscheduled landing is
made.
If you witness or are involved in an incident as cabin crew you will
most likely be expected to complete a company document or provide
a written statement. Proper documentation helps the airline and other
authorities to understand the incident and the situation. This
information is very helpful in the event that the perpetrators are
brought to trial.
281
282
283
284
The agencies are called in for the following security related threats.
1. Violence against a person or aircraft
2. Unlawful use of a weapon, device or substance
3. Bomb Threats
4. Hijacking
5. Causing damage or destruction to an aircraft, or airport and
navigation facilities
Progress Check
1. List the eight potential threatening behaviors towards cabin crew
and passengers.
2. Members of cabin crew have ultimate authority on any security
issue and the response required. TRUE or FALSE
3. Restraint devices are present and kept in a secure location on
the aircraft. TRUE or FALSE
285
Level
Response
Passenger appears to be
under the influence of
alcohol and during the flight
is stumbling in the aisles
and making irrational
statements
During flight a passenger
runs up the aisle towards an
aircraft exit and attempts to
open the door in-flight.
Passenger has been
advised a second time to
refrain from smoking while
standing in the aisle.
You see a woman leave the
lavatory carrying cigarettes
and matches. As you enter
the lavatory you notice the
smell of cigarette smoke
and suspect that it was she.
5. List at least five of the eight agencies that support aviation
security and provide assistance in time of threat.
6. List the three goals of these security agencies.
7. List three security situations that law enforcement and
government agencies will respond to.
Answer Key
1. y
286
2. False
3. True
4.
Scenario
Level
Response
Passenger appears to be
under the influence of
alcohol and during the flight
is stumbling in the aisles
and making irrational
statements
287
5. y
Military
6. y
7. y
Bomb Threats
Hijacking
Lesson Summary
The most important skill to have in terms of security is awareness.
You are now able to recognise and respond to the more common
threats to passengers and crew. And keep in mind that you are not
alone. There are several agencies that support aviation security that
share your responsibilities. Keep in mind the situations that they can
help you with when a threat occurs.
288
Lesson Learning
Objectives
Upon completion of this lesson
you should be able to:
289
290
Progress Check
1. What are the two reasons for all employees in the aviation
industry to complete security training?
2. Information, documents and training techniques can be shared
with anyone you know. TRUE or FALSE
3. List the 8 tasks you can do to protect yourself and your
passengers and help you fulfill your role and responsibilities as a
member of the cabin crew.
Answer Key
1. y
y
2. False
3. y
291
During preflight checks look for any items that are suspicious
or out of place (items left behind at the seats or in the
lavatory, or emergency equipment that has been moved or
tampered with.)
Lesson Summary
The information and training that you receive places you in a high
risk situation since you have special knowledge about the aircraft and
about particular flights. As a member of the cabin crew, it is
important to be extra careful when discussing work outside the office.
Once you recognize a threat you must respond appropriately and
calmly. Follow the responsibilities listed in this lesson to keep you
and your passengers safe.
MODULE SUMMARY
There are many threats in todays aviation environment. The
important thing to remember is that your primary responsibility is the
safety, welfare and comfort of passengers. You must be aware of
what is happening around you to be able to recognise these threats
and respond appropriately so that you can fulfill your primary
responsibility: ensure the safety, welfare and comfort of passengers.
To prepare for the final exam, complete the progress checks found at
the end of each lesson several times. You know you are ready for
the final exam when you are able to perform the actions listed in the
module and lesson objectives.
In the next module you will become familiar with another aspect of
your duties as a cabin crew, that is, food and beverage service.
292
Module Learning
Objectives
At the end of this Module you will
become familiar with:
Lesson Learning
Objectives
Upon completion of this lesson
you should be able to:
As cabin crew you will be expected to provide passengers with inflight food and beverage services. It is important that you understand
who actually prepares the food, for example, currently most airlines
are relying on catering companies to provide the meals for in-flight
food services. In this lesson you will be introduced to airlines caterers
and the conditions in which catering companies work.
293
13.1.2 Caterers
A catering kitchen is generally located near an airport and may serve
many airlines domestic airlines with minimal service, charter
airlines with specialized service or major international carriers. This
makes an airline catering kitchen a busy place that is generally open
24 hours a day, 7 days a week. An average kitchen may have 150
200 employees preparing up to 7,000 meals a day.
Airlines have food service or catering managers that oversee and
work directly with the catering companies by establishing the menus,
and overseeing the preparation. They oversee to make sure that the
standards of quality and hygiene are met. They also ensure the
packing and delivery standards and the final product meets general
expectations. Catering contracts are very detailed and provide
quality assurance checks for the food, equipment and delivery along
with strict guidelines for cost control and billing.
Creating a tasteful and visually appealing airline meal has its
challenges. A meal that is prepared and served on the ground does
not always resemble one that is served in the air at 30,000 feet.
Cabin pressure, humidity and temperature all have an effect on food.
Food preparation is more challenging in the air because food can
often become too hot and must be monitored by cabin crew closely
to avoid overcooking. A new simulated aircraft cabin has been
designed to assist in meal development and testing in catering
kitchens on the ground, otherwise airlines have to test meals by
actually taking them up in flight.
294
Airlines usually have a system in place with their caterer for bank
meals this is a supply of trays and meals that can be boarded at
the last minute due to changes in the passenger load from the
original final count. (Final meal counts may be taken and meals
prepared up to 24 hours before a flight). While catering companies
are to provide enough supplies for a flight, in the case of massive
operational delays, reroutes or cancellations it may be impossible for
the caterer to have enough meals readily available. Smaller airports
or catering kitchens may not have adequate supplies or staff for
major last minute changes. You may encounter the occasional
situation where your flight may depart without enough meals for
everyone on board, and this usually applies to shorter domestic
flights. As cabin crew you will have the challenge of handling these
difficult situations. Your airline will often provide something tangible
for you to offer to the customer as an apology such as mileage
credits, travel credits or perhaps vouchers for a meal within an
airport. You can also be creative and use surplus meals from other
classes of service on the flight.
Interesting websites
ITCA Information on members, new developments in this sector,
research and fact information www.ifcanet.com
http://www.doco.com/Englisch/airline_catering_eng.htm
http://www.gategourmet.com/797.asp
http://www.airlinemeals.net/ (Great visuals and information)
295
Progress Check
1. The two largest airline catering companies are _____________
and ______________.
2. Where are you most likely to find an airline catering kitchen?
3. Sometimes airlines ask customers to pay for their meals,
beverages or snacks. TRUE or FALSE
4. Catering companies can provide up to 7,000 meals a day.
TRUE or FALSE
5. Explain why it is a challenge to prepare food for flights.
Answer Key
1. LSG Skychefs, Gate Gourmet
2. Near an airport
3. True
4. True
5. A meal that is prepared and served on the ground does not
always resemble one that is served in the air at 9,000 meters.
Cabin pressure, humidity and temperature all have an effect on
food. Food preparation is more challenging in the air because
food can often become too hot and must be monitored by cabin
crew closely to avoid overcooking.
Lesson Summary
Currently most airlines are relying on catering companies to provide
the meals for in-flight food services. The companies take care of
many aspects of this particular service by organizing themselves
efficiently. Many of them belong to the In-flight Catering Association.
296
Lesson Learning
Objectives
Upon completion of this lesson
you should be able to:
297
Coordination of the timing for service provided to the Flight Deck should be discussed in advance. It is
recommended that the captain and first officer do not eat the same type of meal to avoid the remote
possibility of incapacitation from a food borne illness. The appropriate timing and coordination for cabin crew
to consume meals should also be discussed during the briefing so that service in the cabin is not interrupted
and so that passengers are not left unattended. Cabin crew should not consume meals or beverages in front
of passengers.
Delivery Sheet: Document provided by the driver or delivery person of the catering company to the senior
cabin crew. This should match the specifications of the catering order. Discrepancies should be noted so the
airline is not charged for goods and services that were not provided.
Dry Stores Kit: Sealable container that contains dry supplies and extras that may be needed during the
flight. These are created according to airline specification and will vary according to the service offered. It
includes cocktail napkins, salt and pepper packets, sugar packets, coffee and tea bags, spare cutlery and
cocktail stirrers, etc.
Latch: Locking mechanism used to restrain galley equipment.
Liquor Kit: Sealable container used to store liquor bottles, wine and beer.
Meal Trolley: Cart in which meals are stored - meal tray set-ups refers to tray with appropriate table/service
settings. These types of trolleys may be interchangeable with beverage trolleys simply by adding drawers
and the necessary equipment or may be large enough to offer both from the same trolley.
Special Meals: Meals that a passenger orders at the time of reservation to accommodate food that meets
their needs. These passengers are identified on the passenger information list with meal codes next to their
name. The meals are also specially marked with codes and the catering paperwork should reflect these
special meals with names and seat locations. To standardize this practice, IATA has created codes that are
used universally.
Storage Compartment: Non removable compartment which can accommodate supplies, containers or
drawers.
Waste Trolley: Removable cart containing one or more lined inserts used to collect waste.
Waste Containers: Non-removable compartment with liner used to collect waste.
298
299
y The time interval between when the food was removed from
refrigeration and the time loaded on the aircraft is within an
acceptable limit.
y In the event of a delay, appropriate measures have been taken
to prevent food spoilage.
y Needed items have been boarded if you have a passenger
count of 100 and only 80 meals there is a problem and by
identifying it immediately the senior cabin crew can take action
to correct the issue. Take special care to note if special meals
have been delivered and marked appropriately.
y Issues or concerns should be documented and brought to the
attention of the senior cabin crew.
300
Characteristics
BBML
INFANT/BABY FOOD
BLML
BLAND/SOFT MEAL
For stomach/intestinal problems.
If a soft texture or low fibre/
residue diet is desired, specify
under SPML code.
Guidelines
301
CHML
CHILD MEAL
Childrens meals are generally
available for children aged 2
years and older.
DBML
DIABETIC MEAL
Alternate Names
Sugar-free;
Hyperglycaemic;
Hypoglycaemic;
Carbohydrate restricted/low
carbohydrate;
No sugar added
No additives;
302
GFML
GLUTEN-FREE MEAL
Alternate Names
Gliadin-free; Non-Tropical Sprue;
Ceoliac disease; Wheat-free;
Gluten-restricted.
303
GFML
GLUTEN-FREE MEAL
(contd)
KSML
KOSHER MEAL
304
LCML
LOW CALORIE MEAL
Alternate Names
Increased complex
carbohydrates/high fibre; low in fat;
calories approximately 1200 in
24-hour period.
Calorie-restricted, weight
Loss/Reduction.
LFML
LOW CHOLESTEROL, LOW
FAT MEAL
Alternate Names
Fat-free; Fat restricted; Gall
bladder diet; Low saturated fat.
Increased complex
carbohydrates/high fibre; low fat;
low dietary cholesterol;
polyunsaturated fats.
305
LPML
LOW PROTEIN MEAL
Alternate Names
Protein restricted.
306
307
LSML
LOW SODIUM, NO SALT ADDED
MEAL
Alternate Names
Low salt; No added salt; Restricted
sodium.
308
MOML
MOSLEM MEAL
NLML
NON-LACTOSE MEAL
Alternate Names
Lactose-free, Dairy-free, Milk-free.
309
ORML
ORIENTAL MEAL
PRML
LOW PURINE MEAL
Alternate Names
Purine-restricted (meal with low uric
acid content).
310
SFML
SEAFOOD MEAL
SPML
SPECIAL MEAL
311
Raw Vegetables:
combination of raw fruits
and/or vegetables. Some
vegetarians also
incorporate restrictions on
other foods and beverages
such as alcohol, caffeinated
beverages, highly
processed foods and foods
that are grown or
processed non-organically
or with certain additives or
preservatives.
Progress Check
1. Fill in the empty boxes:
CODE
FULL NAME
CHARACTERISTICS
LSML
Increased complex
carbohydrates/high fibre;
low fat; low dietary
312
cholesterol; polyunsaturated
fats.
Vegetarian Meals
KSML
Hindu Meal
313
LIQUOR KIT
DELIVERY SHEET
CREW MEALS
Answer Key
1.
LSML
LFML
Vegetarian meals
KSML
Kosher meal
HNML
Hindu meal
314
Child meal
Lesson Summary
You are now able to:
y Identify basic galley equipment technology.
y Conduct a pre flight galley check.
y Understand the steps involved when receiving catering services.
y Follow proper security procedures.
y Understand the acronyms and definitions for meal codes.
315
Lesson Learning
Objectives
Upon completion of this lesson
you should be able to:
316
crew will review service levels and expectations for the flight to
ensure the service flows smoothly and everyone is working together.
Low cost carriers generally offer one class of service. The tangible
service will most likely be a beverage service with select beverages,
soft drinks and cocktails, wine or beer for a nominal fee. In some
cases, beverage service may be the only service offered because of
flight time, type of aircraft or time of day the flight operates. This
service can be offered from a trolley or individual orders may be
taken, prepared in the galley and then delivered to the passenger via
a tray. A small packaged snack (nut mix, chips or snack bar
appropriate to time of day) may be offered with the beverage,
although some commercial airlines may even charge for these in
economy class.
International flights or transcontinental flights offer a meal service
and generally all commercial airlines offer meal services in first and
executive class. Charter and other private aircraft often offer a very
enhanced service or a service that is geared toward the exclusive
customer and what they desire. On domestic flights, some airlines
may not offer a meal or may charge the passenger for any meal
offering they may have.
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Progress Check
1. Describe the service available on low cost carriers.
2. Describe the service you would receive on an international flight.
3. List the steps involved when servicing a transcontinental flight.
Answer Key
1. Beverage service with a possible snack option
2. Full meal including appetiser, desert and wine
3. y
Beverage/cocktail service
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Lesson Summary
You are now able to:
y Differentiate between services offered on low cost carriers and
international or transcontinental flights.
y Differentiate between a One-Step Meal Service and a Multi-Step
Meal Service.
y Explain the importance of following service delivery standards
and procedures as outlined in your cabin crew training and
service delivery manuals.
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Lesson Learning
Objectives
Upon completion of this lesson
you should be able to:
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illness may be ill from something other than the food or beverage
served on the flight. As with any medical situation on board, cabin
crew will gather and report as much information as possible about
what might be causing the passengers symptoms. That questioning
and documentation should include the food that has recently been
consumed.
In general the most common foods that are likely to carry food borne
illness are undercooked meat, raw eggs and non-pasteurized milk.
Vegetables and fruits can also be sources of illness because of
improper washing with contaminated water or fertilization with
manure from infected animals.
Cabin crew should be cautious as they consume food when traveling.
It is important that you recognise food that may not have been
prepared or handled properly and avoid consuming it to avoid
becoming seriously ill on a trip or layover.
There are 3 main factors that contribute to food borne illness (FBI).
They are:
1. Time and temperature abuse:
Improper reheating.
2. Cross contamination:
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There are several steps that cabin crew can take to prevent food
borne illness. These are:
y Following the prescribed guidelines of your airlines uniform and
grooming standards to keep both your body and uniform clean
at all times.
y Keeping the galley clean. Even if a single cabin crew is
assigned to galley responsibility it is everybodys job to make
sure it is sanitary and tidy. This includes keeping galley
countertops, stowage drawers and working utensils clean.
y Keep soiled items (cups, trays) separate from clean items at all
times.
y Do not sneeze or cough over working surfaces, utensils or food.
y Wash hands frequently and before the initiation of meal and
beverage services.
y Do not handle food or contact surfaces if you have a cut or
wound that is not completely protected buy a waterproof
bandage that is firmly secured (bandages can be found in first
aid kits). Seek medical assistance or advice if in doubt.
y Avoid hand contact with food; use the utensils that are provided.
y Do not touch rims of glasses or place fingers on the surface of
plates when serving. For example, wine glasses should be held
by the stem.
y Do not touch your hair or face during food preparation and
service.
y Ensure appropriate refrigeration by following prescribed
procedures. For example, if refrigeration trolleys are available
make sure they are turned on or if dry ice is used to keep food
cold do not remove it from units or trolleys until the appropriate
time to begin food service preparation.
y If a passenger becomes ill during the flight and food poisoning is
suspected offer care and follow company procedures for
documentation with appropriate medical and in-flight report
forms.
y If a foreign object or insect is found in a meal, document it and
watch for insect presence in the aircraft or galley. In addition,
report it to the senior cabin crew.
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Progress Check
1. 3 factors that contribute to FBI are:
a) Time and temperature abuse
b) Altitude
c) Cross contamination
d) Personal hygiene
e) All of the above
2. What measures can you take to prevent FBI?
3. Whose responsibility is it to keep the galley clean and why is this
important?
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2. Salmonella
3. E.Coli O157:H7
Answer Key
1. a, c, and d
2. Keeping your body and uniform clean, keeping the galley clean,
avoid hand contact with food, follow all company procedures if
there is a problem, etc.
3. Even if a single cabin crew is assigned to galley responsibility it
is everybodys job to make sure it is sanitary and tidy. Keeping
the galley clean can help prevent spreading of FBIs.
4. 1c, 2a, 3b
5. y
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Lesson Summary
Hygiene is very important in preventing food borne illness. We must
therefore be aware of how these illnesses are caused and what our
role is in preventing them.
MODULE SUMMARY
Now that you have completed this module you should understand
how airlines provide food services on board as well as understand
the various functions of airline catering companies. You should also
have a general understanding of food hygiene and sanitation,
specifically how food borne illnesses spread and how to prevent
them from doing so. Finally, you should be familiar with the different
tasks you will be asked to perform as a cabin crew member and the
different levels of service that exist on various types of flights. After
completing the progress checks you should be familiar with the key
areas of importance and be able to identify a variety of different
concepts related to meal services and servicing.
To prepare for the final exam, complete the progress checks found at
the end of each lesson several times. You know you are ready for
the final exam when you are able to perform the actions listed in the
module and lesson objectives.
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Glossary
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AIRWORTHY
The conditions for safe flight; an airworthiness certificate is issued by
government authorities to indicate that an aircraft and its systems
meet standards for safe operation.
ALTERNATE AIRPORT
An airport other than the one originally scheduled as the destination
airport. The alternate airport is used in the event that the aircraft
cannot land at the original destination, usually due to weather.
ALTIMETER
An instrument in the cockpit that shows the altitude (height above
sea level) of the aircraft.
ALTITUDE
Measurement of the aircraft in-flight above sea level.
Cabin altitude is the altitude being maintained inside the aircraft
cabin through pressurization. For instance, an airplane may be flying
at altitudes over 10,000 metres but must maintain a cabin altitude
under 2400 metres to provide an environment that allows adequate
oxygen for a person to breathe.
APPROACH PHASE
Final portion of the flight when the aircraft is about to land. Also
referred to as initial approach and final approach. When an aircraft is
on final approach it is in direct line with the runway for landing.
ARMED
To prepare an exit for operation in an emergency. When an armed
exit is opened, a slide or slide raft will automatically deploy and
inflate allowing passengers and crew to use this as a means to exit
the aircraft quickly.
ARRIVALS
Passengers enter this area as they leave the aircraft where they will
encounter immigration, customs and baggage claim.
AUTO PILOT
Part of the automatic flight control system, controls the primary flight
controls as designated by the pilot, i.e., used to maintain a heading
or altitude.
Glossary
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BOARDING - (To)BOARD
The process of enplaning (or loading) passengers onto the aircraft.
BOARDING PASS
The ticket given once a customer has checked in. It tells the
customer the seat, gate assignments and departure time. It must be
presented by the passenger in order to board the aircraft. It contains
the following information: customer name, flight number, date, class
of service, seat number, departure and arrival information, and any
special requests (meal, wheelchair assistance, etc.).
BOARDING STAIRS
Steps used to enter or leave an aircraft. The stairs are a moveable
unit that is placed at the aircraft door when an aircraft does not have
access to a jetway at the terminal. Airline personnel also use these
stairs when the aircraft is being maintained in a hangar or at a
remote location.
BRACE POSITION
A protective position minimises the forces of an impact increasing the
chances of survival. Cabin crew, assume a brace position for every
take-off and landing based on the location of their jumpseat and the
direction it faces. Passengers are instructed on appropriate brace
positions during an emergency. The command Bend Over, Stay
Down is an example of a brace command that may be used in an
unplanned or unprepared emergency.
BRIEFING
A pre-flight briefing is a meeting conducted prior to the flight by the
captain and/or senior cabin crew with entire crew giving a general
overview of what is expected during the flight (safety, weather, delay,
etc.). Briefings may also refer to meetings between the crew and
other airline personnel or authorities following an incident or other
situation where information must be gathered or shared.
BULKHEAD
A partition separating the different areas of the aircraft.
BUREAU DE CHANGE
An office or location where money can be changed from one form of
currency to another.
CABIN
The interior of the aircraft where passengers are seated.
Glossary
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CLIMB
The ascent of an aircraft just after take-off until and until the aircraft
levels off at its cruising altitude.
COCKPIT (FLIGHT DECK)
The area of the aircraft where all the controls and navigational
equipment to fly the aircraft are located. It is where the pilot and copilot sit.
COCKPIT VOICE RECORDER (CVR)
Records conversations within the cockpit on an aircraft. Useful
when investigating incidents and accidents.
COMMERCIAL FLIGHT
A regularly scheduled flight carrying passengers and/or cargo.
CONFIGURATION
Interior seating and cabin arrangement of an aircraft.
CONTROL TOWER
An airport building where air traffic controllers can oversee and direct
aircraft movement.
CONTROLS (INSTRUMENTS)
The mechanical and hydraulic devices used by the pilots to fly the
aircraft.
CO-PILOT or FIRST OFFICER
The person assisting the captain during a specific flight. The CoPilot or First Officer sits in the right hand seat in the cockpit. (Right
hand seat as you face the cockpit from inside the aircraft).
CPR (Cardiopulmonary resuscitation)
An emergency first-aid procedure used to deliver oxygen-carrying
blood to the heart and brain in a person whose breathing and
heartbeat have stopped.
CUSTOMS
Authority in a country responsible for collecting taxes on imported
merchandise or merchandise brought in from outside that country.
This authority is also responsible for processing the flow or people,
animals and goods including personal property and hazardous
materials in and out of their country. They work to prevent smuggling
and prevent forbidden goods from entering or leaving the country.
Glossary
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DEADHEAD
Term used to refer to positioning or relocation of staff or equipment.
A member of the crew may be required to travel to or from a location
as a non-working crew for the purpose of going to or returning from a
flight assignment. The term also refers to movement of empty
equipment to another location - catering equipment and carts are
often "deadheaded" from one location to another to accommodate
inventory or supply needs.
DEBRIEF
A meeting following an event that requires authorities to get
information about what happened, what procedures were used and
what could have been done differently. Depending on the situation it
may also involve advice or counseling. It is mandatory after an
accident or critical incident.
DECOMPRESSION
Loss or reduction of cabin pressure or altitude within the aircraft.
(may be slow or rapid).
DE-ICE
Removing ice from the wings of the plane with pneumatic boots or
chemicals.
DEPARTURE LOUNGE (GATE AREA)
Area where passengers wait before boarding the aircraft
DEPLANE/DISEMBARK
Term used to denote passengers leaving the aircraft.
DESCENT
Downward path of an aircraft.
DISPATCH
The department responsible for providing specific information to the
cockpit crews, such as, flight plans, weather reports and other
important information regarding the flight. These personnel require
special training and licensing.
DITCHING
A forced landing of an aircraft on water.
Glossary
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DIVERSION
When a plane is not allowed to land at its destination and is directed
to land elsewhere, usually because of weather.
DOMICILE (BASE, CREW BASE)
Location where crewmembers trips originate and end. Airlines base
or domicile the crew in cities where they have largest number of
flights arriving and departing. For instance, your domicile may be
Amsterdam and your trips will be scheduled to begin and end at
Amsterdam Schiphol International Airport.
DOWNLINE
Any location other than your domicile.
DUTY
A tariff or tax paid on imported or exported goods.
DUTY FREE
Goods sold at ports or airports that are free of government taxes and
customs duties. Some countries have allowances of how much duty
free merchandise a person may bring back into their country. These
restrictions usually apply to liquor, wine, tobacco, perfume, jewelry
and other gifts and souvenirs.
DUTY FREE CART OR DUTY FREE KIT
A cart or compartment that contains merchandise for sale which is
duty free to passengers during the flight; this service is offered on
international flights.
DUTY TIME
The period of time while you are at work. On duty refers to the
period of time that you are working, off duty refers to the time when
you are not working.
ECONOMY CLASS
The least expensive seats in an aircraft, in the US it is referred to as
Coach Class.
ELEVATORS
Elevators are mounted on hinges on the aft portion of the horizontal
stabilizer. Elevators control the up/down attitude of the aircraft.
Together, with the horizontal stabilizer, the elevators aid in climbing,
descending and level flight.
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Glossary
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FLIGHT RELEASE
A required verification by a qualified release officer that the flight
meets certain requirements such as: the pilot in command is
qualified, the passengers on board are legal to be on board, the
specific aircraft and timeframe in which the flight is to be operated.
This information must be confirmed before the flight can operate.
FLIGHT SCHEDULE
The timetable showing all flights of an airline, and their scheduled
departure and arrival times.
FORWARD
The area toward the nose or the front of an aircraft.
FURLOUGH
An indefinite layoff from employment to do loss or reduction of
business.
FUSELAGE
The main body of an aircraft but not including the wings and the tail.
GALLEY
The area on the aircraft where food and beverages are stored and
prepared.
GATE
The exit in the departure lounge that leads to the aircraft.
GROUND POWER UNIT (GPU)
A portable unit attached to the plane when on the ground that
provides power to the aircraft when the engines or Auxiliary Power
Unit are not operating.
GROUND SPEED
This is the speed of the aircraft in relation to the ground, which is the
sum of the airplanes actual airspeed plus or minus the wind speed
and current weather conditions.
GROUND TIME
Period of time an aircraft and/or crew spend on the ground between
flights.
Glossary
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HANGAR
A building where aircraft are sheltered and serviced by maintenance
personnel.
HEADWINDS
Wind blowing directly toward the airplanes nose, decreasing the
ground speed.
HEIMLICH MANEUVER
The Heimlich Maneuver or Abdominal Thrusts is a first aid procedure
used when a person has an obstructed airway or is choking and
cannot breathe.
HOLDING (HOLDING PATTERN)
When an aircraft has to wait in the air for landing clearance and fly in
a holding pattern circling around the airport. This is usually due to
weather or heavy air traffic during arrival at the airport.
HUB (HUB and SPOKE)
This is the base or homeport of an airline. Passengers will fly in from
other airports to this hub to connect with other aircraft to get to their
destinations.
IMMIGRATION
Official point of entry to a country, where the visas and passports of
crew and passengers are checked.
IMMIGRATION AUTHORITY
Agency that monitors persons entering or leaving the country by
validating appropriate documentation to allow entry to the country or
to forbid entry to the country. The immigration authority has the right
to forbid entry into the country because of missing documentation or
because the person is a possible threat. In some countries
Immigration is a separate agency from Customs.
INBOUND
Those passengers or flights coming into an airport.
INBOARD
Means a position closest to the center of the aircraft.
INTERLINE
When a passenger travels and connects to a different airline to reach
a destination.
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Glossary
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LEG
Term used to refer to the in-flight portion of a journey to a
destination.
LIQUOR CART, LIQUOR KIT OR WINE CART OR WINE KIT
A cart or compartment that contains liquor and wine that will be used
during the flight for service. Depending on the class of service in
which it is being used, the contents may be complimentary to the
passenger or the Cabin Crew may be required charge for the
selection made by the passenger.
MANIFEST
List of passengers and cargo.
MANUAL (INFLIGHT HANDBOOK, INFLIGHT MANUAL)
A handbook issued by the airline to the cabin crew. It contains all the
regulations and procedures that are to be followed. It covers topics
from emergencies, medical situations and service. The airlines and
regulatory agencies require you to carry certain information
contained in the manual with you at all times while on duty so that
you have a reference. You will also be required to insert revised
pages outlining new or changed procedures as required by your
airline.
MINIMUM CREW REQUIREMENT
Civil aviation regulations specify the minimum number of cabin crew
that must be on board the aircraft if it is operating a scheduled
service. (This rule does not pertain to ferry flights). In general the
requirement is based on the number of passenger seats and
number of aircraft doors.
NARROW-BODY
This is a single-aisle aircraft. In general, this refers to a smaller
aircraft but some single-aisle airplanes such as the 757 are
stretched or long and are configured to accommodate up to 200
people.
NAVIGATIONAL LIGHTS
Coloured lights on the wing tip to indicate the direction of flight. Also
referred to as a position light. The light on the left wing tip is red and
the right wing tip is green. A person can tell which direction an
aircraft is flying by those two lights.
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NO SHOW
Can refer to a passenger who reserves a seat on a flight but does
not check in or travel OR it can refer to a member of the cabin crew
who fails to report for a flight assignment.
NON REVENUE PASSENGER
A person traveling on a free or service charge only ticket. Airline
employees traveling as part of their benefits are referred to as nonrevs or pass riders.
NOSE
Front end of the aircraft.
OFFICIAL AIRLINE GUIDE (OAG)
A publication containing all airline routes, schedules and airport
information.
ON THE LINE
Term used to refer to active cabin crew working a schedule. When
and individual completes training and begins working as cabin crew
they are considered on the line.
OUT AND BACK or TURN
The scheduled pairings of one or more flights that return cabin crew
to his/her home base on the same day.
OUTBOARD
Refers to the position furthest from the center of the aircraft.
OUTBOUND
Refers to a flight or passengers departing from an airport.
OVERHEAD LOCKERS (OVERHEAD BINS)
Compartments installed above the seats in an aircraft that are used
by passengers to place their belongings including carry-on luggage.
PA
Public address system used to make announcements.
PASSENGER (PAX)
Person traveling and is often referred to in shortened form as PAX.
PASSENGER LOAD
Total number of passengers on the aircraft.
Glossary
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PUSHBACK
The act of pushing the aircraft backwards away from an airport gate
using ground equipment like a pushback tractor or tug when there is
limited room for the aircraft to turn or move backwards under its own
power.
PURSER
The person who is in charge of the cabin crew. Some airlines refer
to this position as Lead or #1 or Senior Flight Attendant. The purser
is responsible for coordinating the crew and their duties, completion
of paperwork and international customs documents. Often this
position requires additional training or qualification by an airline
including service, conflict resolution and company procedures and
other management skills.
QUARANTINE
When humans or animals are kept away from others to reduce the
spread of disease.
RADAR
Radio signal system used to identify the position and speed of
objects or weather when they cannot be seen.
RAMP (APRON, TARMAC)
The paved area on the field side of the terminal building where
aircraft are parked to load and unload passengers.
RAMP SERVICE AGENT
A person who handles and loads the aircraft with luggage and cargo.
RANGE
Refers to the distance an aircraft can fly carrying maximum weight
without refueling.
RECOMMENDED PRACTICE
Any specification that includes, physical characteristics,
configuration, materials, performance, personnel or procedures. The
application of the recommended practice is recognized as desirable
in the interest of safety, regularity or efficiency of international air
navigation but is not necessarily required.
RECURRENT TRAINING
Yearly training which flight crew and cabin crew must attend to
maintain their qualification.
Glossary
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SERVICE FLOW
The direction in which cabin service is performed.
SILENT REVIEW
Time during take off and landing in which cabin crew focus on their
emergency procedures and steps to responding to an incident. It
provides an opportunity to focus on safety and observation and not
be distracted by conversation during this critical phase of flight
SLATS
Work in conjunction with wing flaps to provide lift. Slats are mounted
on hinges on the leading edge of the wing. Slats are retracted in the
climb phase and extended during the descent phase.
SLOT
Refers to the pre-arranged time that a flight is scheduled to take off,
fly and land at the next destination.
SPECIAL MEAL
Meals that meet dietary requirements. Passengers request special
meals for religious reasons, health requirements or personal
preferences and are ordered in advance of a flight. Some types of
special meals include kosher, vegetarian or childrens meals.
SPOILER
Spoilers are like speed brakes. Spoilers are used during the decent
and landing phases at which time they "pop up" increasing and drag
dramatically. Spoilers are located just forward of the trailing edge
topside of each wing.
STANDARD
Any specification for physical characteristics, configuration, material,
performance, personnel or procedure. The application of a standard
is recognised as necessary for the safety or regularity of international
air navigation.
STAND-BY PASSENGER
A passenger who does not have a confirmed reservation, but arrives
at the airport with the hope of being accommodated at departure
time. Non-revenue travelers are also considered stand by.
STARBOARD
A term used to refer to the right side of the airplane. (Also referred to
as aircraft right)
Glossary
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STOW
To place articles in a safe, secure place for take-off and landing.
TAIL ASSEMBLY or EMMPANAGE
Consists of the vertical stabilizer, the ge rudder, horizontal stabilizer,
and vertical elevator.
TAILCONE
Cone shaped section of the tail of certain aircraft. It can be released
in an emergency to provide an additional means of escape.
(Generally found on DC-9 and MD-80 type aircraft).
TAILWIND
Wind blowing directly at the back of the aircraft and increasing its
ground speed.
TAKEOFF
The act of the aircraft lifting from the runway.
TAXI
The movement of an aircraft on the ground while operating under its
own power.
TAXIWAY
The pavement that connects the ramp and the runway.
TELEPHONY SPELLING ALPHABET
The common name for the NATO phonetic Alphabet, which is a form
of code used in the aviation industry that aids in communication.
Code words are assigned to letters of the English alphabet to spell
out parts of a message or call signs that are critical or might be hard
to recognize with voice communication.
TERMINAL BUILDING
A building at the airport where passengers check-in, depart or arrive
from a flight.
TERMINATING STATION
The city where a flight makes its last stop for the day.
THROUGH PASSENGER
A person continuing on through an intermediate stop to a further
destination.
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TICKET
A coupon or series of coupons issued by an airline that confirms a
passengers reservation and allows them to board the aircraft.
TIP
The edge of the wing that is farthest from the fuselage.
TOP OF CLIMB
The point at which the aircraft has reached its cruise altitude.
TOP OF DESCENT
The point at which the aircraft is preparing to descend.
TRAILING EDGE
The rearmost section of the wing.
TRANSIT PASSENGER
A person continuing on a flight through an intermediate (transit) stop,
and is also referred to as a through-passenger.
TURN TIME
Refers to the amount of time between an arrival and an aircrafts next
flight. Used by staff to reference how much time they have to ready
the airplane for the next flight.
TURN-AROUND (TURNS, OUT AND BACK)
Term used by cabin crew to describe a type of trip that departs and
returns to a domicile in the same day.
TURBULENCE
Random or erratic airflow that causes uneven flight (a bumpy ride)
UNACCOMPANIED MINOR (UM)
A child traveling without an adult.
VERTICAL STABILISER
This is a part of the vertical tail structure of an airplane and provides
directional stability much like a sharks dorsal fin works in the water.
This is on the aft topside part of the fuselage and is the tallest feature
on the aircraft.
Glossary
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VISA
Document issued by a country giving a person the opportunity to
request entrance to a country during a specified period of time and
for a specified purpose. A visa does not guarantee admission to the
country. Visas are generally attached into a passport or may be
issued as a separate piece of paper.
VIP
Very important person or passenger, who usually requires extra
attention and has special requests regarding their travel.
WAKE TURBULENCE or WASH
The disrupted air or turbulence caused by one aircraft in front of
another.
WEATHER
Differences in air density caused by changes in air temperature,
which in turn cause changes in atmospheric pressure. This creates
air currents and wind.
WEIGHT AND BALANCE
A mathematical calculation done prior to the departure of a flight to
assure aircraft stability and flight safety. It takes into account load
factor (passenger, cargo, and fuel) and other conditions of the flight.
WHEELS UP
Refers to actual take-off time of the aircraft as it leaves the runway.
WIDE-BODY AIRCRAFT
A high capacity aircraft that has two aisles, for example, a 747 is a
wide-bodied aircraft.
WIND SHEAR
A change in wind direction or speed that adversely affects the ability
to fly the aircraft, which is often found with thunderstorms.
Y
The letter that designates Economy or Coach Class or service.
YELLOW CARD
International record of ones vaccinations and immunisations against
disease.
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