Prepare for Take-Off

Cabin Crew pre-course workbook

Table of Contents
Pre-course Information

About Emirates

4 - 10

General Aviation Information

11 - 16

Image and Uniform Department

17 - 19
20

Cabin Crew Training - Service Delivery

20 - 23

Learning Styles

24 - 27

About You

28 - 31

Welcome to the Worlds Best In-flight Entertainment

32 - 34

Aviation Terminology

35 - 44

Pre-course Information

Aim

The aim of this Pre-course Workbook is to provide you with some introductory information regarding
Emirates, some general aviation information and an outline of the content of your Ab-initio training.
After you have explored this workbook you will be able to:

Outcomes

Gain introductory knowledge of Emirates

Know general aviation information
Identify the contents of your Ab-initio training
The contents of this workbook outlines introductory information regarding Emirates and is divided into five
sections:
About Emirates
General Aviation information

Outline of Content

Cabin Crew Training

Learning Styles
About You
Aviation Terminologies
This information will help you during your training and assessment and will be covered in more depth during
your Ab-initio training period.
You are expected to:
read and familiarise yourself with the contents of the workbook before you commence your training
use websites identified throughout this workbook to help you gain further information

Expected
involvement

complete all activities throughout this workbook

complete the following and bring a hard copy to training on Day 1 of Induction:
1. Learning style preference questionaire
2. Tell us about yourself
3. Tell us about your flight experience
4. Welcome to the Worlds Best In-flight Entertainment
This icon

identifies websites for you to access further information

This icon

indicates an activity which you must complete

Icon and Activities

About Emirates

Chairmans welcome
I look forward to you joining our team and being part of our future success, as we grow
and expand our business globally.

HH Sheikh Ahmed bin Saeed Al-Maktoum

Chairman & Chief Executive,
Emirates Airline & Group

The Emirates Story

Emirates was launched on 25th October 1985 and is based in Dubai. Wholly owned by the Government of Dubai, the Airline has
developed, expanded and stayed ahead of the competition.
Emirates is one of the fastest growing international airlines with one of the youngest fleets in the sky and more than 400 awards for
excellence worldwide.
The secret of Emirates success is not only the growth, but also striving to provide the best service in the industry. Growth has never
been lower than 20% annually, and the airline has recorded an annual profit every year since its third year of operation.
Emirates aim is to develop Dubai into a comprehensive aviation hub.

For further information on The Emirates Story refer to emirates.com

Click on About Emirates

Activity 1: The Emirates Group

Emirates is more than an airline. Refer to the above website and list below other operating divisions of the
Emirates Group?

As part of the Emirates Group you will be working with over approximately 110 different nationalities: This exciting multicultural
environment provides an opportunity to work with people from different nationalities and cultures on a day-to-day basis.
To help gain an insight into the various customs, Please click on the below links to access information on cultural characteristics:

Customs and cultures in Europe and the Americas

Customs and cultures in the Middle East

Customs and cultures in Asia and Africa

The Emirates Fleet

Emirates boasts a magnificent fleet of aircraft. Cabin Crew members will be be trained and licensed to fly on both the Airbus and
Boeing Aircraft. The table below reflects a more detailed overview of our fleet.
Airbus

Aircraft Type

Q
Q
Q
Q

Boeing
Q B777-300
Q B777-300 ER
Q B777-300 ER-ULR
Q B777-200 LR
Q B777-200

A380-800
A340-500
A340-300
A330-200

Classes of our Aircraft

Depending on the routes and for commercial reasons the aircraft can be designed in either 3 class or 2 class.
Q First
3 Class Aircraft

2 Class Aircraft

Business

Economy

Q Business and Economy

Q First and Economy

ER = Extended Range
LR = Long Range
URL = Ultra Long Range
For further information on the Fleet refer to emirates.com
Click on Flying with Emirates
Click on Our Fleet

Activity 3: The Emirates Fleet

Refer to the above website and list below features of the A380-800. The Fact Sheet will help you.

The Emirates Destinations

Emirates is one of the fastest growing airlines in the world, now serving over 100 destinations.

Gothenburg
Glasgow
Newcastle
Hamburg
Manchester
Amsterdam
Birmingham
Dusseldorf
London
Frankfurt
Paris Munich
Vienna
Zurich
Venice
Milan
Nice
Zaragoza
Rome

Toronto
Toledo

New York

San Francisco
Casablanca

Istanbul

Athens
Malta

Tunis

Los Angeles

Moscow

Tripoli

Houston

Larnaca
Cairo

Kabul

Graphic illustration only, not a complete representation or to scale. 2009. Emirates. All rights reserved.

Abidjan

Accra

Luanda

Karachi
Dhaka
Ahmedabad
Kolkata
Mumbai
Hyderabad

Taipei
Hong Kong

Bangkok
Chennai
Kozhikode
Kochi
Colombo
Mal
Kuala Lumpur
Singapore

Manila

Thiruvananthapuram

Eldoret
Nairobi

Dar es Salaam

Jakarta

Seychelles

Lilongwe
Mauritius
So Paulo

Tehran

Jeddah

Brisbane

Durban

Beirut Damascus
Amman
Kuwait
Dammam
Bahrain
Riyadh Doha

Johannesburg
Perth

Cape Town

Dubai

Route Map

Muscat

October 2009

Sanaa

These destinations are divided into three areas

Europe and The Americas
Middle East
Asia and Africa

For the latest information on the Emirates destinations refer to emirates.com

Click on Destinations & Offers
Click on Route Map

Guangzhou

Bangalore
Addis Ababa

Lagos
Entebbe

Osaka
Shanghai

Lahore
Delhi

Dubai

Khartoum

Beijing
Seoul

Peshawar
Islamabad

Melbourne

Sydney
Auckland

Christchurch

Countries in Europe and the Americas

Austria

Malta

Brazil

Russia

Canada

Switzerland

Cyprus

Turkey

France

United Kingdom

Germany

United States Of

Greece

America

Italy

Countries in Middle East

Bahrain

Oman

Iran

Qatar

Jordan

Saudi Arabia

Kuwait

Syria

Lebanon

Yemen

Countries in Asia and Africa

Angola

Mauritius

Australia

Morocco

Bangladesh

New Zealand

China

Nigeria

Egypt

Pakistan

Ethiopia

Philippines

Ghana

Seychelles

Hong Kong

Singapore

India

South Africa

Indonesia

South Korea

Ivory Coast

Sri Lanka

Japan

Sudan

Kenya

Tanzania

Korea

Thailand

Libya

Tunisia

Malaysia

Uganda

Maldives

For the latest info on Emirates new destinations refer to emirates.com

Click on Destinations & Offers
Click on New Routes

Activity 4: Destinations
Mark the position of the following countries on the map below.
a) Malta
b) Lebanon
c) Cyprus
d) Australia
e) Egypt

Which area do these destinations fall under?

a) Malta:
b) Lebanon:
c) Cyprus:
d) Australia:
e) Egypt:
9

Activity 4: Exploring Emirates website

Explore the Emirates website and state below your findings about the following:-

1) Chauffer-drive: ______________________________________________________________________________
______________________________________________________________________________________________
___________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________
_______________________________________________________________________________________________
______________________________________________________________________________________________

2) Dining: _______________________________________________________________________________________
______________________________________________________________________________________________
________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________
_______________________________________________________________________________________________
______________________________________________________________________________________________

3) Dubai Stopover: _______________________________________________________________________________

______________________________________________________________________________________________
____________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________
_______________________________________________________________________________________________
______________________________________________________________________________________________

4) Tours and Holidays: _____________________________________________________________________________

______________________________________________________________________________________________
_____________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________
_______________________________________________________________________________________________
______________________________________________________________________________________________

5) Skywards: ____________________________________________________________________________________
______________________________________________________________________________________________
_________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________
_______________________________________________________________________________________________
______________________________________________________________________________________________

6) Dubai International Airport - Emirates Terminal 3: __________________________________________________

_______________________________________________________________________________________________
____________________________________________________________________________________________________________________________
____________________________________________________________________________________________________________________________
___________________________________________________________________________________________________________________________
10

General Aviation Information

Greenwich Mean Time (GMT)
All places on the globe have a latitude (their distance North or South of the Equator) and a longitude (their distance East or West of the
Greenwich Meridian). As Greenwich, England is zero degrees longitude, time is measured from this point and is defined as Greenwich
Mean Time (GMT).
GMT is used in the aviation industry. It may also be referred to as Zulu Time (ZT) or Universal Time Co-ordinated (UTC).

Time east of Greenwich is GMT plus (+) hours

Time west of Greenwich is GMT minus (-) hours

11

The 24-Hour Clock

The time format used in aviation is the 24-hour clock, whereby time is recorded by numbers only and not am and pm. This is also
referred to as military time, army time or railway time. Airlines use this in their flight schedules and rosters. The diagram below gives an
indication how to use the 24-hour clock.

1200
2400

1100
2300
1000
2200

0900
2100

10
9
8

11 12

0800
2000
0700
1900

0100
1300

0200
1400

2
3
4

0300
1500

0400
1600

0500
1700

0600
1800

Examples:

Before Midday

After Midday

(Figures inside the clock face)

(Figures in red outside the clock face)

1.00 am is 0100

3.00 pm is 1500

6.30 am is 0630

9.45 pm is 2145

12.00 midday is 1200

12.15 midnight is 0015

Activity 6: 24-Hour Clock

Change the below timings to a 24-hour clock format.
3.30 am

8.00 am

11.15 am

3.00 pm

5.30 pm

10.45 pm

12

The Phonetic Alphabet

The phonetic alphabet is a set of words used instead of alphabetic letters in radio communication. Each word stands for its initial
letter and is used internationally by aircraft, maritime units, amateur radio operators and the military. It is used in two-way radio
communications to help reduce the affects of noise, distorted audio and radio operator accents.
For instance, some letters which can easily be confused are D and B. By using the phonetic alphabet, Delta and Bravo, these
are easily distinguished.

It is important that this Phonetic Alphabet is known.

A

Alpha

November

Bravo

Oscar

Charlie

Papa

Delta

Quebec

Echo

Romeo

Foxtrot

Sierra

Golf

Tango

Hotel

Uniform

India

Victor

Juliet

Whiskey

Kilo

Xray

Lima

Yankee

Mike

Zulu

For example, when the Captain is calling the Air Traffic Control tower to identify the aircraft he will use the number on the tail e.g. A6
EAC, and pronounce it as Alpha Six Echo Alpha Charlie

Activity 6: Phonetic Alphabet

How will you pronounce EK47 DXB using the phonetic alphabet?

13

Airport Codes
All airports around the world are identified by a three letter code. These codes are used to identify airports and they are also used in
timetables, baggage tags, tickets and Airline and Global Reservation Systems. The International Air Transport Association (IATA) in
Geneva is responsible for these codes and they are usually based on the airport name
In the table below reflects the airport codes of countries within the Emirates network.
Countries in Europe and the Americas
Country Name

City Name

Airport Name

IATA Airport Code

Austria

Vienna

Vienna Intl

VIE

Brazil

Sao Paulo

Guarulhos Intl

GRU

Canada

Toronto

Pearson Intl

YYZ

Cyprus

Larnaca

Larnaca Intl

LCA

Paris

Charles de Gaulle Intl

CDG

Nice

Cote DAzur Intl

NCE

Dsseldorf

Rhein-Rhur Intl

DUS

Frankfurt

Frankfurt Main Intl

FRA

Hamburg

Hamburg Intl

HAM

Munich

Munich Intl

MUC

France

Germany

Greece

Italy

Athens

Atheni Intl

ATH

Rome

Fiumicino Intl

FCO

Milan

Malpensa Intl

MXP

Venice

Venice Marco Polo Intl

VCE

Malta

Valletta

Malta Intl

MLA

Russia

Moscow

Domodedovo Intl

DME

Zurich

Zurich Kloten Intl

ZRH

Glasgow

Glasgow

GLA

Switzerland

United Kingdom

Birmingham

Birmingham Intl

BHX

London

London Gatwick

LGW

London

London Heathrow

LHR

Manchester

Manchester Intl

MAN

Newcastle

Newcastle Intl

NCL

Houston

George Bush Intercontl

IAH

United States

Los Angeles

Los Angeles Intl

LAX

of America

New York

John F. Kennedy Intl

JFK

San Francisco

San Francisco Intl

SFO

Countries in the Middle East

Country Name

City Name

Airport Name

IATA Airport Code

Bahrain

Bahrain

Bahrain

BAH

Egypt

Cairo

Cairo Intl

CAI

Alexandria

Borg El Arab

HBE

Iran

Tehran

Iman Khomeini Intl

IKA

Jordan

Amman

Queen Alia Intl

AMM

Kuwait

Kuwait

Kuwait Intl

KWI

Lebanon

Beirut

Beirut Intl

BEY

Oman

Muscat

Seeb Intl

MCT

Qatar

Doha

Doha

DOH

Dammam

Dammam Intl

DMM

Saudi Arabia

Jeddah

King Abdul Aziz Intl

JED

Riyadh

King Khalid Intl

RUH

Syria

Damascus

Damascus Intl

DAM

Turkey

Istanbul

Ataturk Intl

IST

United Arab Emirates

Dubai

Dubai Intl

DXB

14

Countries in the Middle East

Yemen

Sanaa

Sanaa Intl

SAH

Countries in Asia and Africa

Country Name

City Name

Airport Name

IATA Airport Code

Angola

Luanda

Luanda Intl Airport

LAD

Brisbane

Brisbane Intl

BNE

Melbourne

Melbourne Intl

MEL

Australia

Bangladesh

China

Perth Intl

PER

Kingsford Smith Intl

SYD

Dhaka

Zia Intl

DAC

Hong Kong

Chek Lap Kok Intl

HKG

Beijing

Beijing Capital

PEK

Guangzhou

New Baiyun

CAN

Ethiopia

Addis Ababa

Addis Ababa Intl

ADD

Ghana

Accra

Accra Intl

ACC

Ahmedabad

Sardar Vallabhbhai Patel Intl

AMD

Bangalore

Bangalore Intl

BLR

Mumbai

Chatrapati Shivaji Intl

BOM

Kolkata

Kolkata Intl

CCU

India

Kozhikode

Kozhikode

CCJ

Kochi

Nedumbassery Intl

COK

Delhi

Indira Ghandi Intl

DEL

Hyderabad

Begumpet Intl

HYD

Chennai

Anna Intl

MAA

Thiruvananthapuram

Thiruvananthapuram Intl

TRV

Indonesia

Jakarta

Soekarno Hatta Intl

CGK

Ivory Coast

Abidjan

Abidjan Intl

ABJ

Osaka

Kansai Intl

KIX

Nagoya

Nagoya Komaki

NCO

Kenya

Nairobi

Jomo Kenyatta Intl

NBO

Korea

Seoul

Incheon Intl

ICN

Japan

Libya

Tripoli

Tripoli Intl

TIP

Malaysia

Kuala Lumpur

Kuala Lumpur Intl

KUL

Maldives

Male

Male Intl

MLE

Mauritius

Mauritius

Mauritius Intl

MRU

Morocco

Casa Blanca

Mohamed V Intl

CMN

New Zealand
Nigeria

Pakistan

Philippines
Singapore

South Africa

15

Perth
Sydney

Auckland

Auckland Intl

AKL

Christchurch

Christchurch Intl

CHC

Lagos

Lagos Intl

LOS

Islamabad

Islamabad Intl

ISB

Karachi

Jinnah Intl

KHI

Lahore

Allama Iqbal Intl

LHE

Peshawar

Peshawar Intl

PEW

Manila

Ninoy Aquino Intl

MNL

Singapore

Changi Intl

SIN

Johannesburg

Johannesburg Intl

JNB

Durban

Durban Intl

DUR

Cape Town

Cape Town Intl

CPT

Sri Lanka

Colombo

Bandarnayake Intl

CMB

Sudan

Khartoum

Khartoum Intl

KRT

Tanzania

Dar-Es-Salaam

Dar-Es-Salaam Intl

DAR

Thailand

Bangkok

Bangkok Intl

BKK

Tunisia

Tunis

Tunis Intl

TUN

Uganda

Entebbe

Entebbe Intl

EBB

For the latest information on the Aircraft codes refer to emirates.com

Click on Plan and Book
Click on Essential Information
Click on Airports Worldwide

Activity 7: Airport Codes

Using the sample ticket below write the:
Airport codes: ______________________________________________________________________________
City names: _________________________________________________________________________________
Identify the country names: ___________________________________________________________________
___________________________________________________________________

16

Image and Uniform Department

Before we introduce you to the Emirates Cabin Crew uniform, we will be providing you with a training uniform. This uniform is a red
polo shirt that you will need to wear with black trousers. Please look at the photo and read the information below about the company
expectations/standards while wearing this uniform. This uniform will be worn from day 1 of SEP and each day until you are in service
training after which you will be provided with your cabin crew uniform.

Polo Shirt x2 provided by Emirates

Black trousers
Shoes

Your polo shirt should be tucked in loosely into the waistband of your trousers and gently
eased out to allow the fabric to fall neatly.
These need to be your own and can be of smart or casual style. Combat, three-fourth
length trousers, ripped or torn may not be worn.
Black pumps, trainers or any preferred style of black shoe may be worn. For the ladies,
these must be flat.
Must be clean and neatly tied away from the face at all times.

Hair

Must be worn at all times including foundation, blusher, mascara and lipstick.

Make-up
Personal Grooming - Ladies

To be well manicured with a minimum of clear polish at all times.

Nails

One pair of stud earrings, no necklace and one ring per hand.

Jewellery

A conservative styled watch is to be worn at all times.

Watch

Must be neatly trimmed and worn in a conservative style. Excessively spiked

Hair
Personal Grooming - Gentlemen

or gelled hair is not permitted.

Facial Hair
Jewellery
Watch

Must be clean shaven every day. A moustache is permitted provided it is

neatly trimmed. Side burns must be no lower than the centre of the ear.
Only a ring is permitted.
A conservative styled watch is to be worn at all times.

No other items other than those mentioned should be worn with the uniform. Visible
piercings, tattoos or henna is not permitted.
You are required to report for duty dressed correctly in the uniform provided. You must look
well groomed throughout your duty and until you return to your accommodation.
General Behavior

Smoking - Smoking is only permitted in the designated area which is on the 7th floor
outside balcony.
Eating

- Eating is only permitted in the designated areas which are break out rooms
on all floors and the 7th floor restaurant. Eating or drinking is not allowed
whilst walking around the college or standing in corridors.

Please remember that you are representing Emirates Airline whenever you are in uniform and therefore you are expected to
act in a professional manner at all times.
17

Business Dress Code When Visiting Emirates Facilities

When visiting the Emirates facilities, all employees are required to dress according to the dress code (BUSINESS APPROPRIATE).
This is to maintain the companys cultural and professional image. Some basic examples are mentioned below:

Male Staff
Coloured wool, cotton or linen suits
Acceptable attire includes

Long-sleeved, well-pressed dress shirts, with button-down or straight collar with a tie
Coordinated blazers, jackets or jumpers with dress trousers
Woven leather loafers or smart shoes with socks; shoes should be always polished
Minimal but high quality accessories such as ties, belts and jewellery
Facial hair

Clean shaven at all times.

Hair Care

Neat, well trimmed style.

Men have a built in advantage, because daily shaving acts as natural

Male Grooming

Skin Care

exfoliation, regularly removing dry, dead skin from the skin surface. A facial
cleanser and a light moisturizer formulated for your skin type are the most
important skin care products for any man.

Fragrance

Wear colognes or scented aftershaves with a light touch.

Other grooming details such as hand care, dental hygiene, hair care and controlling
perspiration are important for every professional.
Jeans of any type
Sweat pants or jogging pants
Shorts of any type or length
T-shirts of any type
Unacceptable attire includes

Tank and cropped tops, any upper body garment that bares the shoulders and/or
exposes midriff skin
Sweat shirts
Garish print sport shirts
Sport team jackets
Hiking boots, sneakers, tennis/running/training shoes and sandals of any kind.

Female Staff
Tailored trouser suits
Acceptable attire includes

Skirted suits, tailored separates or tailored business dresses

Blouses with short or long sleeves
Court shoes, sling backs or peep toed shoes
Accessories such as scarves, gold or stainless steel watch and minimum jewellery
Hand and
nails

Frequent application of a hand cream will prevent dryness and chipping.

Nails look better buffed and polished.
Effective hair styles are perfectly cut and shaped, look natural, not overly

Hair

be secured in a suitable style. Hair colour should be of a natural look.

Female Grooming:
A professional image is made up of

A day and night cleansing routine removes make-up, environmental

many elements, but they all come

together to make one powerful

sprayed and flatter the individual face and skin tone. Wild curly hair needs to

pollutants, oil perspiration and debris from your skin. Moisturizing softens the
Skin Care

statement.

skin and attracts moisture from the air. Products that contain (humectants)
emollients keep the skin soft. The sun is the worst enemy of the skin. Sun
protection is essential with every day basics.

Make-up
Fragrance

Natural make-up is recommended; it conceals flaws, accentuates attractive

features and creates a polished look.
Consider choosing a light, fresh scent and apply it sparingly.

18

Female Staff
Denim trousers, skirts, dresses or jackets
Leggings or skin tight trousers
Tight clothes of any nature which would be perceived as revealing
Shorts of any type
Leather trousers, skirts or jackets
Mini/Short skirts (shortest acceptable length is mid knee)
T-Shirts
Unacceptable attire includes

Garments with printed slogans

Tank tops, camisoles or spaghetti strap tops, any strapless or sleeveless upper body
garment that bares the shoulders or one that exposes midriff skin
Sweat shirts
See-through voile or chiffon blouses, skirts or trousers or excessively scanty or
transparent garments in general
Excessively plunging or revealing necklines
Sneakers, strappy sandals and flip flops

19

Cabin Crew Training - Service Delivery

Cabin Crew Training Programme
The Cabin Crew Training Programme is intense and covers the five disciplines outlined below:
Induction and
Image and Uniform

Safety and
Emergency
Procedures (SEP)

Security

Group Medical
Training (GMT)

Cabin Service Training

(CST)

It includes:
theory sessions in a class room environment
practical sessions on a flight simulator
daily feedback on performance
Throughout training observation and assessment will occur on the following four competency areas:
1. Professional Awareness
2. Professional Image
3. Interacting with Colleagues
4. Interacting with Passengers

(1) Induction and Image and Uniform Training Programme

The following topics will be covered
Welcome to Emirates
Welcome to training
Corporate Induction
Induction

Customer Journey Training

Discover Dubai Tour
E-Learning
Medical Formalities
Uniform standards
Nail care

Image and Uniform

Fitness and nutrition

Skin care
Hair care
Make-up

(2) Safety and Emergency Procedures Training Programme (SEP)

The following topics will be coveredPlease ensure you familiarise yourself with the aviation terminology at the back of this booklet.

Aircraft Specific

Types of aircraft
Emergency equipment
Aircraft Systems

General Safety

Anticipated emergencies
Decompression
Fire
Survival after an emergency evacuation
Turbulence
Unanticipated emergencies

Legal Licensing Sessions

Basic aeronautics
Cabin Crew briefings
Crew Resource Management (CRM)
Flight Time Limitations (FTL)
Licensing requirements
Manual Safety Demonstrations
20

Although the above topics will be covered in detail during the set programme, we recommend that you visit
the below website in preparation for the course.
Crew Resource Management: www.psychologymatters.org/crm.html
: en.wikipedia.org/wiki/Crew_Resource_ Management
Decompression: www.wikipedia.org/wiki/Cabin_pressurization
Ditchings: www.wikipedia.org/wiki/Ditching
Fire: www.casa.gov.au ( search Fire )
Turbulence: www.casa.gov.au ( search turbulence )
: www.wikipedia.org/wiki/Turbulence

(3) Security Training

This training programme covers the following topics:
Sabotage
Security checks
Hijacking
Security Classroom

Weapons recognition
Customs regulations and Outstation procedures
Conflict management
Personal security

Cabin Service Trainer (CST) /

Emergency Evacuation Simulator (EES)

Security Self Defence Room

Sabotage and Least Risk Bomb Location (LRBL)

Pre-departure security checks
Advanced restraint techniques
Self defence techniques

Guidelines for personal security in Dubai/Outstations.

Home security:

Always lock your front door of the apartment

Do not give your keys to anyone, i.e. cleaners, friends, etc

Check that valuables are kept in a safe place
Out and about in Dubai:

Keep valuables close at hand, i.e. mobile phones, handbags, etc

Ride in reputable and marked taxis only

Keep company information confidential

Dont accept anything from strangers, i.e. food, drinks, cigarettes, etc

Hotel security:

Dont mention your room number out loud

Check your room with your door open
Become familiar with your emergency exits
Check I.Ds of persons entering your room, e.g. room service
When leaving your hotel, check that all possessions are secure, i.e. lock baggage, use your hotel safe.

Out and about at an Outstation:

Be respectful of local culture, customs and laws

Do not wear too much expensive jewellery
Avoid the rough areas of your city. Check with your hotel concierge if in doubt.
Dont travel more than 50 miles (80 km) from your hotel. Be within one hours travel by land.
Leave a contact number with your Purser/SFS when youre leaving and not staying at a hotel
Dont accept anything from strangers, i.e. food, drinks, cigarettes, etc

Baggage:

21

Be responsible for the contents of your own bags

Pack your own bags
Dont carry anything for anybody
Never leave your baggage unattended, i.e. at airports, hotels, etc, and keep it locked.

(4) Group Medical Training (GMT)

The table below highlights the subjects which will be covered in the classroom and through home assignments.

Classroom Topics

E-learning Module

Aircraft Medical Equipment

Diabetes

Anaphylactic Shock

Epilepsy

Asthma

First Response (Definition, Aims)

Back Care & Manual Handling

Fracture

Basic Anatomy & Physiology

Health Promotion

Basic Life Support

Heart Disorders

Bleeding

In-flight Childbirth

Breaking Bad News

Medlink (ground medical assistance)

Burns

Shock

Choking

Sprains & Strains

Cardiac Emergencies
Abdominal/Chest Injuries
Alcohol Intoxication

Pre-course assignment Topics

Appendicitis
Death on Board
Dislocation
Eye Injury

Food Poisoning
Head/Neck Injury
Hyperventilation
Stroke
Temperature Related Illness

We recommend to you visit the website listed below in preparation for the In-flight Medical Care and Basic Life Support course
American Heart Association http://www.americanheart.org/
American Red Cross http://www.redcross.org/
St.Johns Australia http://www.stjohn.org.au/
St.Johns UK http://www.sja.org.uk/sja/first-aid-advice.aspx

(5) Cabin Crew Service Training Programme (CCST)

The Emirates Group
Cultural Understanding
Customer Profiles
Our Customer Experience

Communication Skills
Your Working Environment
Etiquette & Ambience
Food & Beverage
Documentation

Cabin Crew Manager Talk/Human Resources Talk

Prepare to Fly

Scheduling talk
IT Refresher
Licensing requirements

22

Cabin Crew and Training Team Overview

Cabin Crew Managers report to their designated Manager of Cabin
Manager Cabin Crew

MCC

Crew on a regular basis with any related issues to crew and they will
oversee the development of their team and the department.

Cabin Crew Managers

CCM

Crew will be designated a specific Cabin Crew Manager who they will
report to on a regular basis to assess their onboard performance.

Senior Flight Purser

SFP

To provide feedback on the overall Service Delivery products onboard

and monitor quality control.

Purser

PUR

Responsible for the performance of the cabin crew and all aspects of
the cabin service (in all cabins). Team leader.

Senior Flight Steward/ess

SFS

Senior crew member responsible for the crew and service in Economy
and Business Class cabins.

First Class Crew - Grade 1

FG1

Responsible for the delivery of the in-flight product in the First Class
cabin.

Business Class Crew Grade 1

G1

Responsible for the delivery of the in-flight product in the Business

Class cabin.

Economy Class Crew Grade 2

G2

Responsible for the delivery of the in-flight product in the Economy

Class cabin.

Ab-initio Graduating
Supernumerary

SUPY

Once you have graduated from training you will have a supernumerary
flight on both the Airbus and Boeing aircraft or A380 aircraft.
A supernumerary is an additional member of the team who is part of
the initial crew complement.

Training Specialists

TS

Training Specialists are our training professionals who are responsible

for design, delivery, evaluation and the quality of our training. Many ex
Cabin Crew have taken this career path.

Training Officers

TO

Training Officers are responsible for delivery of our courses in

partnership with the Part-Time Trainers. This role is the first step on the
career path to Training Specialists.

Part-Time Trainers

23

Part-Time Trainers are members of the cabin crew team who spend
their time training our Abinitio and existing crew for upgrade courses.
You will meet them in your course!

Learning Styles

Learning styles are ways in which each person concentrates, processes, absorbs and retains, new and challenging information.
Learning styles fall into three main categories:
Visual
Auditory
Kinesthetic
At Emirates we take into consideration the preferrred learning styles of the individual. We find this important when encouraging you to
learn. Although most people have a preferred style, we understand that every learner develops through a blend of styles. We deliver
learning through an awareness of a blend of styles, which suits the broad needs of a group. Furthermore this gives you the opportunity
to develop alternative learning styles, along with the sense of achievement and a willingness to take on more training situations in your
future career.
Our group of dedicated and enthusiastic trainers are here to help you develop your knowledge and skills, in order for you to become a
cabin crew member. You can find further details on learning styles below:

1) Visual information is presented through pictures, videos, books.

Learning Strategies
As much as possible, translate words and ideas into symbols, pictures and diagrams.
Draw symbols and pictures to facilitate recall.
Mark the margins of your workbook with key words, symbols, and diagrams to help you remember text.
Use highlighter pens of contrasting colours to colour code information.
When learning mathematical or technical information, make charts to organize the information.
Create charts and diagrams to illustrate key concepts.
Use the computer to assist in organising material that needs to be memorised.

24

2) Auditory information is presented orally.

Learning Strategies
Work with a study buddy on an ongoing basis to review key information and prepare for exams.
Talk out loud to aid recall - read your notes and textbook out loud.
Tape record lectures and replay these later
Create your own audio tapes by reading notes and textbook information into a tape recorder.
When learning mathematical or technical information, talk your way through the new information.
State the problem in your own words.
Reason through solutions to problems by talking out loud to yourself or with a study partner.
To learn a sequence of steps, write them out in sentence form and read them out aloud.

3) Kinesthetic you are physically doing a hands on activity

Learning Strategies
As much as possible, translate words and ideas into symbols, pictures
Note down key words/draw pictures/make charts to help you remember the information
When studying, walk back and forth with notes and read the information out loud.
Think of ways to make your learning tangible, i.e. something you can put your hands on.
When reviewing new information, copy key points onto a large writing surface.
Make use of the computer to reinforce learning - use graphics, tables and spreadsheets to further
organise material that must be learned.
Listen to lectures while exercising. Make your own tapes containing important course information.

Activity 9: Learning Style Questionnaire

To find out your learning style:
complete the questionnaire in the next section.
add your score to determine your learning style.
bring the completed questionnaire to training on day 1 of Induction.
(Bibliography for Learning Style Preference Information was taken from Learning Styles Survey by
Suzanne Miller)

For further information you can search

Learning Styles through various websites.

25

Brain Foods
The brain is an extremely active organ, making it a very hungry one. The brain cells are more sensitive to what you eat than the cells
which are located elsewhere in the body.
Did you know that the food we eat not only affects the body, but may even have more of an influence on how the brain works. By
eating the right food, you can enhance your mental capabilities help your concentration, magnify your memory, keep yourself
motivated and defuse stress! These foods are also known as Brain Foods
Brain foods improve the following brain functions
Concentration
Enhanced Memory
Better Coordination

So be nice to your brain! Give it the right nutrients by trying to incorporate the below foods into your every day eating habits.
Avocado

Peanut Butter

Bananas

Peas/Green Beans

Beef

Potatoes

Broccoli

Romaine Lettuce

Brown Rice

Salmon/Oily Fish

Cantaloupe Melon

Soya bean

Cheese

Spinach

Eggs

Tuna

Milk

Turkey/Chicken

Oatmeal

Walnuts

Oranges

Water
Yoghurt

26

Learner Style Preference Questionnaire

Name:
Read the following questions and circle the response that best describes you.
1. When learning something new, you
a) Like to have the aid of diagrams, posters, or a demonstration.
b) Like to have verbal instructions.
c) Just go for it and try it out!
2. When you are reading, do you
a) Visualise in your mind the descriptive passages?
b) Enjoy the characters dialogue?
c) Sometimes read action stories, but would prefer not
to read?
3. When you are spelling, do you...
a) Try to see the word?
b) Sound the word out before or as you spell it?
c) Write the word down to find out if it looks or feels
right?

6. If you are putting something together, you

a) Follow instructions and look at the pictures.
b) Wish there was a video tape or a tape explaining
what to do.
c) Ignore the instructions and figure it out as you go!
7. When trying to recall names, do you remember
a) The persons face but not their name.
b) The persons name but not their face.
c) Clearly the situation in which you met them.
8. When giving directions to someone, you
a) Visualise the route first or draw a map
b) Give clear, concise instructions.
c) Move your body and gestures as you give the
directions

4. When concentrating on something, you

a) Are distracted by movement and untidiness around
you.
b) Are distracted by noises in the area in which you
are working.
c) Have difficulty sitting still for even short periods of
time

9. If you need help with a particular computer application,

would you
a) Look for pictures or diagrams to explain the
solution?
b) Ask someone for help or call a help desk?
c) Persevere and try to figure it out yourself?

5. When problem solving, you

a) Write the problem down or draw diagrams to visualize it.
b) Talk to someone (or yourself) about it.
c) Try and use concrete objects to find a solution.

10. You can remember a list of items best if you

a) Write them down.
b) Recite the list to yourself.
c) Use your fingers to count the items off.

What is your learning style preference?

Scoring: Add the total number of responses for each letter (A,B,C) and record each total below.
A

Many people have more than one learning style, so you may find you have some responses in each category. The category with the
greatest number of responses may be your main learning style.
If the majority of your responses were (A), you are a Visual learner.
If the majority of your responses were (B), you are an Auditory learner.
If the majority of your responses were (C), you are a Kinesthetic/Physical learner.
You may find that you have a combination of learning styles.

27

About You
You must complete the following work in this section and bring this with you
on the first day of your Induction.

1. Tell us about yourself

You are to complete this activity as this information will help your trainers and your fellow trainees to get to know you better.

1st Language

2nd Language

3rd Language

Languages spoken (spoken/written)

List special skills e.g. nurse, trainer,

engineer

Educational Background

List previous work experience

Have you worked with other cultures?

Describe what you did.

Your preferred Learning Style (as per

the questionnaire)

List your hobbies

Describe your expectations of the

Training

28

2. Tell us about your flight experience

On your flight to Dubai, observe the Cabin Crew prior to take-off, during the flight, before and after landing. Make notes of your
observations below.
Aircraft Type: Airbus or Boeing
State how many classes are on this aircraft and which ones they are

Observe the cabin crew

Prior to take-off
During the flight
Before and after landing
And complete the following:

Prior to Take Off Customer Service/Safety

Welcome on Board
Cabin Crew Welcome

Items offered by Cabin Crew

Cabin Appearance

Interaction with Customers by Cabin Crew

What tasks did the crew carry out in relation to passenger safety?

During the Flight - Customer Service/Safety

After take off
Interaction with Customers by Cabin Crew e.g., answered call bells, assisted parents with infants

Describe in detail, items offered by Cabin Crew; and how did it make you feel as a customer

29

 What facilities did you notice in your seat and the cabin?

What facilities did you notice in the lavatory?

What tasks did the crew carry out in relation to passenger safety?

Prior to Landing- Customer Service/Safety

What tasks did the crew carry out in relation to: a) passenger safety? b) customer service?

After Landing- Customer Service/Safety

Cabin Appearance

Interaction with Customers by Cabin Crew

Cabin Crew Farewell

What tasks did the crew carry out in relation to passenger safety?

30

Overall, what impressed you the most about the cabin crew in relation to service and safety.

What can be improved during the flight in relation to cabin crew service and safety?

What P.A.s (Public Announcement) did you hear during the flight?

31

Welcome to the Worlds Best In-flight Entertainment

On behalf of our IT/Customer Systems training Cabin Crew Training, we welcome you to our Emirates family, where our motto
is - We endeavour to deliver the worlds best in-flight experience beyond expectations. You will be oriented with this system when
you arrive in Dubai and join your colleagues in the training college. A detailed introduction to the in-flight entertainment segment
is an important part of your cabin crew training course. To set you up for success to create and deliver an excellent in-flight
experience to our customers, we would like you to experience first-hand the in-flight entertainment system and view it from our
customers eyes. During your IT and Customer Systems training, you will be asked to share your knowledge and experience of the
Emirates in-flight entertainment and its importance and impact on our customers in-flight experience.
There are different resources that you can explore to find out more about the Emirates in-flight entertainment. The first and most
effective, is to experience Emirates in-flight entertainment first hand. This can be done if you fly to Dubai on an Emirates flight to
join your colleagues here. However, if you are flying in on another airline or have been recruited while being here in Dubai, your
best source for information would be the Emirates website, www.emirates.com. You can read about the in-flight entertainment by
selecting In-flight Entertainment from the Fly Emirates Experience menu as is shown in the image below.

Interior Of The Aircraft

Below are a few in-flight entertainment related questions we would like you to answer using the resources mentioned above.
The knowledge you will gather and your experience will provide you with invaluable insights that you can share when you start your
classroom training.

Q.01
If you flew on Emirates and used the in-flight entertainment onboard, give a brief answer to each of the following question:
a. What was the in-flight entertainment system in your flight called?

b. What is one word you would use to best describe your experience while using the system?

c. What is one feature of the system that you liked most and why?

32

Q.02
Not all Emirates aircraft have the same in-flight entertainment system. How many systems are there and what is the name of each?

Q.03
What does the term ICE refer to when used in the context of the Emirates in-flight entertainment system?

Q.04
Can an Emirates passenger find out what in-flight entertainment is playing onboard before take-off? If yes, describe how.

Q.05
Emirates in-flight entertainment has more to offer than just movies and audio programs. Take a moment to browse through the
Information section of the IFE system and list at least 3 types of information that can be found here.

Q.06
Review the Communication section of the IFE system and list at least 3 types of communication that Emirates customers can use
on the system. What systems would you like to use if you were travelling on business? Also, find out if there are other communication
facilities that may be available on the aircraft (and not part of the in-flight entertainment) and include them in your list.

Information and Technology (IT) Training

The Ab-initio cabin crew training program includes an IT training day which introduces you to a dedicated Cabin Crew website called
the Cabin Crew Portal. The portal features several applications to help you manage your flight-related operations. The Cabin Crew
Portal is protected by a strong security barrier to prevent any outsiders (non-Emirates crew) from accessing this website. You will only
be able to access the Portal after completing your IT training.
The cabin crew IT training has no pre-requisites. However, basic familiarity with computers and their usage and Internet browsing skills
makes the training easier and much more enjoyable. If you suspect that you lack these basic skills, it would be to your advantage to
begin developing these skills as early as possible, preferably before you start your Ab-initio cabin crew training.
Access to the Cabin Crew Portal is granted to you just before you start your first week of training. On the day of your IT training, you
will learn how to access the portal by using a combination of a pass-code and a password. Password creation might seem an easy
task but the security deployed to protect the Cabin Crew Portal requires a special kind of password. The Passwords section below
includes an exercise to help you create a password that conforms to the Emirates rules and restrictions. Use this section to help you
prepare to create the right type of password for the Crew Portal.
33

In addition to accessing the Cabin Crew Portal, the IT training includes a session covering emails and their use. During the training,
you are expected to use the Emirates email application to communicate with your managers, trainers and other colleagues within the
business. If you are not familiar with emails it will be helpful to start learning about it before the training. Free email accounts can be
created over the Internet almost everywhere in the world. Some of the famous free Internet email providers are hotmail, yahoo, and
Gmail. To be fully ready for your IT training, familiarize yourself with the email applications mentioned above and practice the following
simple email actions:
Creating an email
Replying to an email
Forwarding an email
Adding a contact to the address book (or contacts)
Deleting an email

Passwords
Emirates IT security requires that passwords are created following strict rules and conditions. Below are the list of rules which the
passwords have to conform to. A few examples and entry fields have been included for your help.
Have the passwords you created on the following page ready with you during the IT training, so that they can be checked
by your trainer before selecting one of them to be used for accessing the crew portal.
Password Rules:
1. The number of characters used for the password must be between 7 and 11 (no less than 7 and no more than 11 characters long).
2. The password must not include a name or part of a name.
3. The password must include at least one number (1, 2, 3, etc.)
4. The password must include at least one lower case alphabetic letter (a, b, c, d, e, etc.)
5. The password must include at least one upper case alphabetic letter (A, B, C, D, etc.)
6. The password must include at least one special character (!, @, #, $, %, &, *, ?, >, :, {, etc.)
Examples of correct password:
Lov2b@40

??Ky&1999

#1a2B3c4D#

HeIs>40

US$_inBank

?U2Me?

Examples of incorrect password:

James@31

2BOrNot2B

Fill in your own password based on the rules above:

Sample 1
Min

Max

Min

Max

Min

Max

Min

Max

Sample 2

Sample 3

Sample 4

34

Aviation Terminology
Safety and Emergency Procedures (SEP)
Now that you have chosen your career as cabin crew you will be exposed to a different type of language, which we refer to as aviation
terminology. We have listed below the most frequently used terms that you will hear during both your training and whilst you are flying
on board the aircraft. We suggest you familiarise yourself with this terminology, to aid you in your training and career.
Basic Aeronautics The Aircraft Parts
Initial

Term

A/C

Aircraft
Aft
Cargo

Description
A means to transport people and goods by air
Near or towards the back part of the aircraft
The lower portion of the aircraft fuselage

Chocks

A triangle shaped rubber block placed in front of and behind the wheels to keep the A/C in
its place when its parked

Forward

Near or towards the front part of the aircraft

Fuselage

The main body of the aircraft

EXT

Exterior

The outside of the aircraft

INT

Interior

The inside of the aircraft

FWD

Landing Gear
Nose
Tail

The aircraft under carriage, wheels

The most forward portion of the aircraft fuselage.
The rear section of the A/C. It consists of horizontal and vertical stabilizers,
elevators and the rudder

Interior Of The Aircraft

Initial

Term

J/C

Business Class
Bulkhead

A premium cabin in the aircraft

A solid, rigid divider separating different cabins

Cabin

The interior of the aircraft where passengers are seated

Configuration

The pattern of seats (layout of the interior of the aircraft)

Emirates Handset
Y/C

Economy Class

F/C

First Class

IFE

In-flight
Entertainment
Inboard

A device which is equipped to make telephone calls and has several seat and personal
video screen (PVS) controls
The cabin with the largest portion of cabin seats, sold at an economical price
The premium cabin on board the aircraft
The onboard multimedia system which displays movies, games and many other features
The area in all passenger cabins which is located closer to the centre of the aircraft

LHS

Left Hand Side

The left hand side of an aircraft when viewed from the tail to the nose. The Captain always
sits on the LHS.

LSU

Lavatory
Service Unit

A panel in the lavatory which contains several functions e.g. a call bell, electrical outlet etc

LAV

Lavatory

MID

Middle

O/B
PSU

Washroom, toilet
Half way

Outboard

The area in all passenger cabins which is located closer to the aircraft fuselage, windows
and doors

On board

On or inside the aircraft

Passenger Service A panel above the passengers seat which contains certain items such as air vents, reading
Unit
lights and oxygen compartment.

PVS

Personal Video
Screen

ROB

Remain on Board

Aircraft items that must stay on board the aircraft and are offloaded in Dubai only

RHS

Right Hand Side

The right hand side of an aircraft when viewed from the tail to the nose.

Seat Pitch
35

Description

A television located in the back of every passenger seat, to view movies and play games

The distance between rows

Initial

Term

SU

Service Unit

Description
A panel which is located above the cabin crew jump seats which contains several functions
such as the oxygen system compartment, reading lights

Cabin Door Terminology

Initial

Term

Description

Arming

A procedure which is carried out at each cabin door at the beginning of the flight during
pushback to engage the slide rafts/escape slides to the door sill, so they will inflate once the
cabin door is opened in an evacuation

Dis-arming

A procedure which is carried out to the cabin doors at the end of the flight
dis -engaging the slide rafts/escape slides and reverting the doors back to normal operation

Girt Bar

A bar which connects the slide rafts to the floor of the aircraft

Girt Bar
Flap Cover

A flap or piece of material which covers the girt bar

Slide Raft

An inflatable slide which provides rapid evacuation and can also be detached from the
aircraft and converted to a raft for sea survival

Airbus - Components of the Communication System

Initial

Term

AAP

Additional
Attendant Panel

A panel which can be used to switch off the cabin lights in specific cabins, plus other
various functions

ACP

Area Call Panel

An indication panel in the ceiling consisting of coloured lights, 2 amber,

2 blue and 1 red. Amber represents a call from the lavatory, Blue represents a call from a
Passenger and Red indicates a call from the cockpit or cabin crew

AIP

Attendant
Indication Panel

A panel that consists of written messages and visual indications (e.g. red or green lights)
during emergency and non emergency situations

CIDS

Cabin
Inter-Data
Communications
System

This controls and monitors most of the cabin systems e.g. lighting, passenger calls, cabin
temperature etc.

EVAC
CMD

Evacuation
Command

FAP

Description

A button which activates the evacuation signalling system on the aircraft

Forward Attendant A panel/screen on the aircraft which is equipped to control certain functions e.g. systems,
Panel
lighting in the cabin, galleys etc.

Boeing - Components of the Communication System

Initial

Term

Description

CACP

Cabin Area
Control Panel

A touch screen panel which is equipped with cabin functions such as controlling the lights,
temperature and viewing the call bells etc

CMS

Cabin
Management
System

This controls and monitors most of the cabin systems e.g. lighting, passenger calls, cabin
temperature etc.

CSCP

Cabin System
Control Panel

A panel used to control the entertainment system, cabin controls or maintenance on board
the aircraft

CSP

Crew Switch Panel

A panel above every main crew jump seat containing switches e.g. evacuation, work lights
etc.

MCL

Master Call Light

An indication panel located in the ceiling, consisting of coloured lights, 2 amber, 2 blue and
1 red. Amber represents a call from the lavatory, Blue represents a call from a Passenger,
Red indicates a call from cockpit or cabin crew.

General Components for All Aircraft

Initial

Term

CI

Cabin Interphone

PTT

Push To Talk

PA

Public Address
System

Description
The communication/telephone system on board the aircraft
A button on the interphone used to activate the passenger address system
An announcement heard by all passengers

36

Emergency Equipment Terminology

Initial

Term

Description

INOP

Inoperable

Not functioning or working

ELT

Emergency
Locator
Transmitter

A Radio beacon - it is used to send a distress signal

EMK

Emergency
Medical Kit

A medical case which is stowed on board the aircraft containing multiple first aid items.

EPAS

Emergency Power
Assist System

A system which is installed in the cabin doors on the B777 aircraft to assist the crew in
opening the door in an evacuation

FAP

First Aid Pouch

Halon
Lanyard

A black medical bag containing certain first aid items

A fire extinguisher that is used on board the aircraft
A string or rope which can be used to reach, tie or connect equipment

IFE Cabin defect

logbook

Assigned to each aircraft whereby any unserviceable or unacceptable items pertaining to

the aircraft or the flight are recorded.

MRT

Manual Release
Tool

A piece of equipment used to manually open the oxygen compartment on the Airbus
aircraft

PBE

Protective
Breathing
Equipment

PSI

A device to protect you against smoke or toxic fumes. Also called a smoke hood

Power Assist

A system which is installed in the cabin doors on the Airbus Aircraft to assist the crew in
opening the door in an evacuation.

Pounds per
Square Inch

A measurement used to describe pressure

Pre-Flight
Check

A check which is carried out to all equipment and certain items on board the airport prior to
departure

R406

Radio Beacon

A Radio Beacon it is used to send a distress signal

SRAK

Supplementary
Slide Raft
Accessory Kit

A yellow bag on board the A/C which contains certain items for survival

Emergency Related Terms

Initial

Term

ABP

Able Bodied
Passenger

ALERT

Aircraft Type
Procedures
Location of
Jump seats
Responsibilities
& Duties, Threat

RTO

Rejected Take-Off

Description
A passenger who is able and willing to help you during an emergency situation

A 30 second mental review that cabin crew carry out, prior to and during every take-off and
landing phase of the flight

When the aircraft is on the runway and is gathering speed, the captain uses the breaking
systems to stop the aircraft from taking off, due to an emergency or abnormal situation

Crew Terminology
Initial

Term

CAPT

Captain

CCM

Cabin Crew
Member

A person whose duty it is to take care of passengers on the aircraft and incorporate all the
relevant safety procedures during the flight

DH/PCM

Deadhead or
Positioning Crew
Member

A crew member on duty who is travelling on board the aircraft as a passenger to get from
one station to another to commence a duty, or to return to base after a flight on which they
have just operated

F/O

First Officer

Crew Comp

37

Description
The pilot in charge on board the aircraft

He or she are there to assist the Captain during the flight

Crew Complement The number of crew required to operate onboard an aircraft of a given type

PUR

Purser

SCCM

Senior Cabin
Crew Member

Overall team leader on board

Purser or SFS

Initial

Term

SFS

Senior Flight
Steward/ess
Briefing

CBT

Computer Based
Training

Description
Team leader in Economy or Business Class
A meeting between the crew members and pilots to exchange important information before
a flight. Points discussed are SEP, First Aid, Service and information about the customers
and the destination. This takes place at crew breifing at the Emirates Group Head Quarters
(EGHQ), before every flight.
An interactive training session conducted on a computer

Flight Deck and Aircraft Terms

Initial

Term

ALT

Altitude

The vertical distance from sea level

Altimeter

An Instrument to measure the altitude (measured in feet or meters)

Automatic Pilot

An instrument to keep the aircraft flying without human control

Cockpit/ Flight
Deck

The area from where the pilots operate the aircraft

De-icing
Drag
Ditching
Flt

Emergency landing on water

Flight

The journey between destinations

Pilots, e.g. Captain and First Officer

Flight number

The number assigned to a particular flight

Flight Coupon

A portion of the passenger ticket

Flight Operations

Flt Time

Flight Time

GPU

Ground Power
Unit

ILS

Instrument
Landing System
Inbound

The department in charge of pilots and flight related issues

Total time elapsed from chocks off on departure and chocks on during arrival
An electrical generator connected to the aircraft to provide electricity while on ground
Navigational aid used by pilots in the approach and landing at an airport
Flying into a destination point (return flight)

Knots

Speed measurement (one nautical mile per hour)

Load

The number and weight of goods to be carried on board, including passengers, crew,
baggage, cargo, catering and fuel

Maximum Landing
The maximum weight an A/C can safely land
Weight

MTOW

Maximum Take off

Weight

MEL

Minimum
Equipment List
Outbound

OWE

Resistance of the air to the movement of aircraft

All specific types of aircraft belonging to a company

Flt Ops

MLW

A process by which ice, snow and sleet is removed from the wings and fuselage using a
mixture of hot water and de-icing fluid

Fleet
Flight Crew
Member
Flt No

Description

Over Wing Exit

Pushback
Taxi
Thrust
Turbulence
Walk Around

The maximum weight on A/C can safely take off

A list of equipment which MUST be serviceable and onboard an aircraft in order to depart.
This list is located in the Flight Deck
Flying away from a station or point
An exit which is located over and opens on to the wing of the aircraft
When the aircraft is being pushed backwards, away from the parking bay by a vehicle called
a tug.
A slow movement of the A/C, when it is heading to (taxi out) or from (taxi in) the runway
under its own power
A force acting on the A/C as a result from the hot exhaust gases created by the jet engines
Rough air caused by winds and masses of hot and cold air meeting
Pre flight check of the A/C exterior done by the pilots walking around the A/C
38

Control Surfaces Terminology

These are the hinged surfaces which can be found on the wings and the tail of the aircraft.
Initial

Term
Aileron
Air Brakes/
Spoilers
Elevators
Flaps
Leading Edge

Description
A hinged control surface on the trailing edge of the wing which enables the aircraft to make
a rolling movement while flying in the air
A hinged control surface on the upper wing surface to help stop the aircraft after landing
Control surfaces hinged on the trailing edge of the horizontal stabilizers controlling the
pitching movement of the aircraft
A hinged control surface on the trailing edge of the wing which can be extended or retracted
in order to increase or decrease the wing surface
The forward part of the wings

Pitching

A movement of the A/C controlled by the elevators which allows the A/C to move upwards
or downwards in the air

Rolling

An aircraft rolls on its left or right side with the help of the Ailerons, which are located on the
wing, while it is airborne

Rudder

A hinged control surface on the vertical stabilizer which turns the A/C left and right when it is
airborne

Stabilizer
Trailing Edge
Yawing

The tail part of the aircraft to help the aircraft in the air. It has two parts, the horizontal and
the vertical stabilizer
The aft part of the wings
A movement of the A/C controlled by the rudder allowing the A/C to turn left or right when it
is airbourne

Airport Terms
Initial

Term
Airbridge/ Jetway

A power driven moveable passage connecting the aircraft to the terminal building.

ATA

Actual Time Of
Arrival

The actual time an aircraft arrives at its destination (chocks on)

ATD

Actual Time Of
Departure

The actual time an aircraft departs the airport (chocks off)

ATC

Air Traffic Control

A department located at all airports, who are responsible for giving instructions by radio to
pilots during cruise and to prepare them for take off or landing

Baggage

Luggage carried by passengers

Boarding

The action of passengers leaving the terminal building and entering an aircraft for a flight

Boarding Card
Check Baggage
Control Tower
Disembarkation
Deplane
Gate
Hangar

A card given to the passenger indicating the seat allocated to them and various other
information e.g. flight number, boarding gate number
Passengers baggage which is loaded into the cargo hold
A tall building located near the runway monitoring the location and movement of all aircraft
during taxi, take off, landing and parking
The act of leaving the aircraft after a flight
An area where the passengers board the aircraft from
A garage for the aircraft.

Hi Loader

A vehicle transporting wheelchair passengers or catering from the airport to the aircraft or
vice versa when an airbridge is not available

No Show

A passenger with a reservation who does not show up for the flight or cabin crew who do
not show up to work

Off load

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Description

Anything removed from the aircraft. Including passengers, crew, baggage and cargo

PAX

Passenger

Occupants of the aircraft (customers)

Pax Man

Passenger
Manifest

A list of all passengers on board

PIL

Passenger
Information List

A list of passengers with special requests (e.g. vegetarian, child meal, wheel chairs,
Skywards passengers etc)

Airport Terms
Initial

Term

Description

RMP

Ramp

The area at an airport designed for the movement and parking of aircraft

TOB

Runway

The area at an airport designed for take off and landing of the aircraft

Taxiway

The area of the airport between the runway and the parking bay/ramp

Total on Board
Tug

The total number of passengers and crew onboard

A motorized vehicle that attaches to the front of an aircraft, used to push or pull the aircraft
when it is not using its own power (e.g. during pushback)

UM

Unaccompanied
minor

WCHR

Wheelchair (Ramp)

WCHS

Wheelchair (Stairs) Passengers who can walk to and from their seat but cannot ascend and descend the stairs

WCHC

Wheelchair
(Chair)

A child who is below 12 years old and travelling alone

Passengers who can walk up and down aircraft steps and to and from their seat. These
passengers cannot walk long distances

Passengers who are completely immobile. They require a wheelchair to and from the aircraft
and to and from their seat

Aviation Regulatory Bodies

Initial

Term

CAR OPS

Civil Aviation
Regulations

Set of rules and regulations recommended by JAR OPS (Joint Regulations) adopted by the
DGCA (Directorate General Civil Aviation), These are the procedures that Emirates Airline
abide by

FAA

Federal Aviation
Agency

The Federal Aviation Administration (FAA) is an agency of the United States Department of
Transportation with authority to regulate and oversee all aspects of civil aviation in the U.S. It
is the single most influential governmentally run aviation agency in the world

GCAA

General Civil
Aviation Authority

The GCAA are the national body governing civil aviation in the Gulf. The GCAA looks after
the interests of ICAO and oversees the implementation of the aviation standards set by them

ICAO

International
Civil Aviation
Organisation

International governing body responsible for determining and maintaining standards in

international aviation

IATA

International
Air Transport
Association

This is the organization of international and domestic airlines that have agreed on and set up
rules and regulations relating to; fares, safe air transport etc. They work in co-operation with
ICAO

JAA

Joint Aviation
Authority (Europe)

Description

The JAA is an associated body of the European Civil Aviation Conference (ECAC)
representing the Civil Aviation Regulatory Authorities of a number of European states, who
have agreed to cooperate in developing and implementing common safety regulatory
standards and procedures. Its work has extended to - operations; maintenance; licensing
and certification/design standards of all classes of aircrafts

General Terminology
Initial

Term

CB

Circuit Breaker

A device that automatically stops an electric current if it detects abnormal electrical activity

CCST

Cabin Crew
Service Training

The Department in charge of Service Training

EES

Emergency
Evacuation
Simulator

GMT / Zulu

Greenwich Mean
Time / Zulu

SEP

Safety and +
Emergency
Procedures

SOP

Description

The EES is a cabin simulator which is used to replicate on board emergencies

The mean or standard of time. Time used to simplify and reduce the possibility of error
when dealing with more than one time zone, or recording times
Specific procedures that the company implements in accordance with National and
International aviation regularity bodies (e.g.: GCAA, ICAO)

Scheduling

The department allocating crew duties, standbys and days off. They are responsible for
ensuring that all flights are allocated sufficient operating crew

Standard
Operating
Procedures

Rules which are set by the governing bodies of aviation e.g.: ICAO, CAR Ops which cabin
crew follow and are trained on
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Service Terminology
Initial

Term

Description

Amenities

A galley container which may contain coasters, napkins, plastic bags, etc

Cabin Service
Trainer

CST

The CST is a replica of the interior of an aircraft cabin in which learners have the opportunity
to practice in a realistic environment

Catering

The department which supplies service items (e.g. meals, beverages and toys)

Containers

Metal or plastic boxes loaded into the aircraft galleys for the stowage of items e.g. bottles,
melamine, cups, saucers, amenities etc.

Dry Stores

A galley container filled with tea, coffee, biscuits, sugar etc.

Hot Cups

An electrical jug to heat water

Hollowware

A galley container filled with tea pots, coffee pots etc.

In-flight Service

The distribution of amenities and refreshments to passengers during a flight

Melamine

Dishes used on board the aircraft in the Economy cabin

Skywards

Emirates frequent flyer programme

Security Terminology
The following is an explanation of terms used within training:
Term
Advanced Restraint Techniques

Description
Simple and easy to use techniques designed for cabin crew to use as a last resort when a
disruptive passenger endangers the safety of the aircraft, passengers, crew or themselves.

Conflict Management

Dealing with difficult situations by trying to diffuse them and turn them into a win win outcome.
With Air Rage on the increase globally, it is necessary for cabin crew to use and develop skills
to resolve conflict. Our actions when confronted with a threatening situation can be instinctive or
planned. However, we must remember that we have rules to follow which are set by company
policy and legislation.

Hijacking

Seizing control of a public transport vehicle, such as an aircraft in order to achieve goals. In
Emirates the primary aim of the cabin crew is to help ensure a safe outcome and the reaction of
the cabin crew can have a significant effect on this.

Least Risk Bomb Location (LRBL)

Sabotage

Assigned area on board an aircraft to place the suspicious device.

Deliberate destruction or damage of equipment in order to hinder a particular group. It is not
unusual in the commercial airline industry to receive bomb threats. Although most of the threats
turn out to be false, it is important that cabin crew know how to react should they be faced with
such a threat.

Security Checks

Searching the aircraft for any suspicious items (pre-departure and after arrival). Carrying out
thorough Security Checks in the aircraft cabin is a legal requirement and the responsibility of
every crew member and a vital part of their job.

Weapons Recognition

The familiarization of different types of weapons that could be brought on board the aircraft.

Group Medical Training - First Response Terminology

The following glossary contains explanations of medical terms used in the First Response course. Please read and familiarise yourself
with this terminology.
Term
Abdomen
Action Plan (DRSABCD)

Part of the body between the chest and the pelvis, containing digestive organs
This is a series of steps that cabin crew will follow when dealing with a collapsed casualty:
Danger, Response, Shout for help, Airway, Breathing, Compressions, Defibrillator

Adjunct

An accessory or auxiliary agent or measure. E.g. An oropharyngeal airway is an airway

management adjunct

Agitated

When someone is restless or unable to be still

Airway
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Description

The passage through which air enters and leaves the lungs. Also known as the nose, mouth and
trachea

Term
Allergic reaction
Amputation
Anatomy

Description
The bodys abnormal reaction to a substance such as food or pollen, the skin may become red,
rash, lips may swell and face may swell
Complete or partial removal of a part of the body
Refers to the structures of the body

Anaphylactic Reaction/
Allergic Shock

It is a severe allergic reaction affecting the whole body, resulting in a drop in blood pressure and
difficulty in breathing. It can be gradual or sudden in onset and potentially fatal.

Angina

Chest pain of a crushing nature, experienced when narrowed coronary arteries are unable to
meet the demands of physical exertion, stress or excitement. This is particularly so as a result of
mild hypoxia associated with cabin altitude

Antipyretic
Appendicitis
Appendix
Artificial ventilation

A medication that reduces fever

Inflammation of the appendix
A short, closed tube attached to the large intestine
Movement of air into and out of the lungs by artificial means, commonly known in first response,
as mouth to mouth
Before taking any action to deal with a medical emergency, cabin crew should be able to gather
information regarding the casualtys condition through these methods:

Assessment

To check for consciousness:

A alert
V response to voice
P response to pain
U unresponsive

To ask for history:

S signs and symptoms
A - allergies
M - medications
P past medical conditions
L last meal
E events that may trigger

Asthma

A condition in which the air passages of the lungs go into spasm and constrict, due to irritation
and allergic reactions, making breathing difficult (especially breathing out causing wheezing
sound)

Artificial ventilation

Movement of air into and out of the lungs by artificial means, commonly known in first response,
as mouth to mouth

Bandage

A material used to hold a dressing over bleeding wounds, burns or fractures. It can also be used
to support and elevate an injured limb

Barotrauma
Basic life support (BLS)

Injury of a part or organ as a result of changes in the barometric pressure. E.g. injury to the ear
due to increased cabin pressure
Maintenance of the airway, breathing and circulation

Breastbone

Flat bone (also called sternum) which forms middle of chest and helps separate and support the
ribs

Bruise

An injury that does not break the skin but causes damage to the small underlying blood vessels
(capillaries) which leads to an internal bleed and causes discoloration beneath the skin

Burns

Damage to the skin caused by extremes of temperature hot or cold; chemicals; corrosive
substances; electricity; friction and radiation. It is classified as superficial, partial thickness and
full thickness

Cardiac Arrest
Cardio-Pulmonary Resuscitation
(CPR)
Carotid artery

It refers to an unresponsive casualty who has no breathing and no signs of circulation.

It is an emergency medical procedure for a victim of cardiac arrest which is a combination of
rescue breathing and chest compressions. Provides oxygen and pumps the blood around the
body.
The main artery supplying blood to the head. The carotid pulse can be felt in the neck.

Casualty

A person, alive or dead, who has suffered an accident or sudden illness.

Childbirth

The process of delivering a baby. It has 3 stages:

1st stage full dilation of cervix, mothers body is preparing to give birth
2nd stage delivery of the baby
3rd stage delivery of the placenta (after birth)

Choking

A partial or total obstruction of the airway caused by a foreign object, e.g. food, peanuts, a small
toy, etc.

Clammy

An unpleasant sticky, moist damp feeling on the skin

Clonic
Collapsed
Coma
Compression

Uncontrolled, rapid body movements

To suddenly fall down due to illness/injury
Complete unconsciousness when all reflexes are absent
To apply pressure
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Term
Conscious
Contaminated
Coronary arteries

Awake, alert, responsive (physically and verbally).

A term used in reference to a wound or other surface that has been infected with bacteria; may
also refer to polluted water, food or drugs.
The vessels which delivers oxygenated blood to the muscles of the heart

Defibrillator

A machine which delivers an electric shock to the heart. It is used for Cardiac arrest

Dehydration

Excessive loss of water, sugar and salt from the body.

Diabetes

Lack or inability of the body to use insulin effectively. Insulin regulates blood sugar. It may result
to Hypoglycaemia or Hyperglycaemia.

Dilation

The process of expanding or enlarging

Disabled

Lacking one or more physical abilities

Dislocation

Injury in which bones at a joint are pushed out of normal contact with each other.

Dislodge

Remove from a previously fixed position

Disorder

An illness or medical condition.

Drowsy

Heavy with sleepiness.

Epipen

An auto-injector which contains epinephrine a hormone that reverses the effects of

Anaphylactic Reaction.

Euphoria
Eustachian tube

An exaggerated feeling of well being.

A tube that connects the ear to the back of the throat. This tube is used to equalise pressure
by swallowing or popping.

Exhalation

The act of breathing out

Extremity

A limb: arms, legs, fingers or toes.

Fainting

A brief reversible loss of consciousness caused by insufficient blood supply to the brain.

Fatigue

Physical or mental exhaustion due to exertion

Febrile

Having an elevated body temperature, feverish. Temperature greater than 37C.

Fits & Seizures

It is a simultaneous involuntary contraction of many of the bodys muscles, caused by a

disturbance in the electrical activity of the brain.

Food poisoning

A sudden illness, usually vomiting and diarrhoea caused by eating food contaminated with
bacteria.

Fracture

A break or crack in a bone.

Gestation

The period that the mother carries the baby in the uterus until childbirth occurs

Heart

The hollow, muscular organ that pumps blood around the body.

Hereditary

Inherited/passed down from ancestry i.e. Parents grand parents.

Hiccups

A spasm of the diaphragm producing a sudden breathing in of air resulting in a characteristic

sharp sound.

Hives

Red or white raised patches on the skin, often associated with severe itching; a characteristic
reaction in allergic responses.

Hypoxia
Inhaler (puffer)

Medical Equipment

Medlink

Medical Shock
Nausea

Low oxygen content in the blood, tissues and body cells.

A device to deliver a regulated dose of asthma medication e.g. Ventolin
Used to aid in the diagnosis, monitoring or treatment of medical conditions. Emirates aircrafts
carry medical kits/equipment which includes: First Aid Kit (FAK), First Aid Pouch (FAP),
Emergency Medical Kit (EMK), Supplementary EMK, Tempus IC, Universal Precaution Kit,
oxygen bottles and resuscitation kit.
It is an Emergency Medical Advise Centre based in the USA, involving medical doctors on
ground that operate on a 24-hour basis to assist cabin crew when dealing with a medical
situation on board.
Failure of the circulatory system (heart, blood and blood vessels) to supply an adequate amount
of blood and oxygen to the organs/tissue.
An unpleasant sensation felt usually before vomiting.

Navel

The belly-button, point of connection where the umbilical cord was attached.

Nostril

Either of the two openings at the end of the nose.

Pale
43

Description

To have a whitish appearance/colour, usually because of illness, shock or fear

Term
Panadol
Peptic ulcer
Pollen
Profuse
Resuscitation
Scald
Semi-conscious

Description
Panadol is an analgesic for mild pain; also used as an antipyretic.
Generic Name: Acetaminophen
Brand Name: Datril, Tylenol, Panadol, Phenaphen, Tempra and Anacin III
An ulcer or a sore in the lining of the esophagus, stomach, or duodenum, usually caused by a
bacteria.
A substance produced by the anthers of shed bearing plants consisting of numerous fine grains
containing the male fertilising cells.
A lot, excessive.
The act of reviving an unconscious or apparently dead casualty.
A burn caused by hot liquid or steam.
Slightly disorientated state of partial consciousness.

Slurred

Word pronounced or spoken un clearly.

Spasm

Sudden, involuntary contraction of a muscle, or group of muscles

Spinal cord

Bundle of nerve tissue extending from base of brain to lower back; surrounded and protected
by the spine.

Sterile

Free from living organisms, such as bacteria

Sting

Sharp pain caused by a bite of an insect

Stroke

A condition resulting from a bleed or blood clot in a blood vessel of the brain, often involving
partial paralysis and loss of speech.

Swelling
Tenderness

An enlargement of a part of the body as result of injury or infection.

Pain felt when touched

Tingling

Feeling a prickling or stinging sensation of the flesh, as from cold or excitement

Tremor

Shaking or quivering movements of the body especially hands.

Unconscious

Without response; an abnormal state in which the bodys control mechanisms are impaired or
lost. Casualty appears as if they are in a deep sleep.

Umbilical cord

A flexible structure/cord connecting the foetus/baby to the placenta

Vaccine

A suspension of dead or weakened micro-organisms for inoculation to produce immunity to a

disease

Vagina

The lower part of the female reproductive tract extending from the cervix to the vulva: the birth
canal

Vein

Any blood vessel that carries deoxygenated blood from the tissues to the heart then from the
heart to the lungs.

Ventricular fibrillation
Wheeze

A chaotic irregular heart rhythm which is the main cause of cardiac arrest.
A high-pitched, whistling sound while breathing out characteristic of an obstruction or spasm of
the airway. Usually associated with asthma.

The above glossary is based on definitions from a variety of Medical literature sources, though many words have been further simplified
for the purpose of ease of understanding particularly for those students for whom English is not the Mother tongue.
Literature that was used as reference is listed below:

Australian First Aid manual (St John Ambulance) 2000

Airline Medical Manual (Chapman et al) 1991

Medical Dictionary (Merriam Webster) 1995

Human Body (Diamond Books) 1994

The Rescue 911 Family First Aid & Emergency Care Book (Pocket Books) 1996

Anatomy and Physiology in Health and Illness (Ross and Wilson) 1996

http://encyclopedia.thefreedictionary.com/

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