Cabin Crew Training

Lessons 11 + 12
Tutor: Andrea Stultz
Lesson 11
Know on-board products and services

 Describe the procedures for a bar service

 Describe the procedures for a meal/snack service
 Describe the procedures for a tax free/duty free service
 Describe the procedures for ancillary service
 Bar service

 Equipment available- bar cart

 Selection of available beverages
 Age restrictions and limits of bar sales
 Brand names available
 Presentation of beverages
 Care of spillages
 Serving order – window to aisle seat
 Customer interaction- eye contact and smiling
Meal or snack service

 Unloading ovens
 Meal trolley presentation
 Proper food hygiene
 Meal choices including special meals
 Service style depending on class and travel, also the airline you are travelling
on
 Flight crew meal service-always offer the cockpit first- captain and first
officer should not have the same meal.
 Coffee ,tea and wine service
Service of meals to passengers

 Mothers with children – serve children first, ask mother if she wishes to eat at
that moment
 Wake sleeping passengers
Abnormal meal service due to
turbulence /delay
 Try to serve before planned / expected turbulence
 Serve meals on the ground dependent on the type of delay
Service with finesse

 Serve window passengers first unless aisle passenger is

female/clergy/child/elderly and apologise when crossing over.
 Offer reading material by hand
 Serve drink with nut/chips- use cocktail napkins on chair-table or console
 Hold glasses correctly at the base and do not fill to the rim
 Take meal/drink order using a round tray.do not write on the napkin
 Serve champagne and wine 2/3 full. Red wine and port ½ glass
 Clear cabin using rectangular tray and do not stack more than 4
 Set table. spread table cloth, set cutlery, wine/champagne glasses, salt
pepper, side plate with butter, give choice.
 Offer appropriate wine with course. Place red/white wine, champagne and water
on all meal carts.
 Place appetizer/salad in centre. Offer choice of salad dressings- one tablespoon
 As soon as passengers in one bank of seats have finished ,clear the table
 Serve main course
 Replenish wine/ champagne
 Clear plates , cutlery, salt pepper. Crumb tablecloth or change
 Serve cheese/fruit/dessert-place port, red wine and champagne on dessert trolley.
 Coffee/tea/liqueur
 After each course clear
Inflight ancillary service

 Hand out – landing cards , pillows and blankets

 Give out hot towels, children's packs and amenity kits
Duty free service

 Duty Free shopping exempts an international traveller from having to pay

customs duties on various commodities
 Alcohol, tobacco and other luxury goods are some of these items
 Duty Free items are for consumption or use outside the country
 During the flight, flight attendants will make an announcement when inflight
shopping begins.
 The flight attendant will bring the Duty Free cart to the seat.
 The flight attendant will show the specific products of interest
 All monies collected are documented using the documentation provide and
handed in after all paper work is completed
 lesson 12
making passenger announcements onboard an
aircraft
 Know how to use passenger announcements
 during a flight
 Describe communication techniques for passenger announcements
 Identify the methods to communicate passenger announcements effectively in
different
 situations
 Describe passenger announcements that are used during a normal flight
 Describe passenger announcements that are required for emergency
situations
Passengers Announcement done by pilots and flight attendants is a part of the professionalism that
reflects the communication with passenger /crew on board an aircraft. Passenger Announcement are
usually carried out when a flight purser introduced him/herself before flight, or during a critical
situation announcement, and arrival announcement.
When doing passenger announcements you need to consider these point :
Voice tones,
Pitch Control and Articulation,
The substance of particular information,
Information simplification.
breathing correctly
reading correctly so doesn’t sound like from a script
pause, pace, pitch, volume, diction, pronunciation,
stress key words
sound confident
Examples of announcements used by
Singapore's airlines.

Arriving at Destination airport

• Welcome to <<Destination>> Ladies and Gentlemen.
• The Local Time is <> in the <Weather>> on <<Day>>, the <<Date>>(e.g. 7:30 in the morning on
Thursday, the 10 of December).
• The temperature is 8 degree Celsius, 46 degrees Fahrenheit.
• You may use your mobile phones and tablets now, however, please remain seated with your seatbelts
fastened until the seatbelt sign is switched off.
• When leaving the aircraft, please take care when opening the overhead compartment, and check that
you have not left anything behind.
• If you need assistance at the airport, please approach our ground staff after disembarkation.
• It's been our pleasure serving you. Thank you for flying with Singapore Airlines, a member of Star
Alliance.

Arriving in Singapore
• Welcome to Singapore, Ladies and Gentlemen, and to all Singaporeans and residents of
Singapore, a warm welcome home.
• The Local Time is <> in the <Morning/Afternoon/Evening>> on <<Day>>, the
<<Date>>(e.g. 7:30 in the morning on Thursday, the 10 of December).
• The temperature is 30 degree Celsius, 86 degrees Fahrenheit.
• You may use your mobile phones and tablets now, however, please remain seated with
your seatbelts fastened until the seatbelt sign is switched off.
• When leaving the aircraft, please take care when opening the overhead compartment,
and check that you have not left anything behind.
• If you need assistance at the airport, please approach our ground staff after
disembarkation.
• If you are continuing your journey on another Singapore Airlines flight, please note that
the boarding gate will close 10 minutes before the scheduled departure time.
• Do also note the restrictions on the carriage of liquids, aerosols and gels in hand luggage
on all flights departing from Singapore Changi Airport.
• It's been our pleasure serving you. Thank you for flying with Singapore Airlines, a member
of Star Alliance.
Arriving at Transit Stop, optional disembarkation
• Welcome to <<Destination>> Ladies and Gentlemen.
• The Local Time is <> in the <<Weather>> on <<Day>>, the <<Date>>(e.g. 7:30 in
the morning on Thursday, the 10 of December).
• The temperature is 8 degree Celsius, 46 degrees Fahrenheit.
• You may use your mobile phones and tablets now, however, please remain
seated with your seatbelts fastened until the seatbelt sign is switched off.
• When leaving the aircraft, please take care when opening the overhead
compartment, and check that you have not left anything behind.
• For passengers continuing on to <<Destination>>, you may remain onboard.
• Please take your boarding pass, passport, and valuables with you if you wish to
disembark.
• If you wish to remain onboard, please to stay in your seat while the aircraft is
being serviced.
Smoking is not allowed.
• When you re-board the aircraft, please return to your allocated seat
• Re-boarding will commence at <> in the <>.
• A new set of crew will be joining you. We wish you a pleasant onward journey.
• It's been our pleasure serving you. Thank you for flying with Singapore Airlines,
a member of Star Alliance.
 Arriving at Transit Stop, mandatory disembarkation
 • Welcome to <<Destination>> Ladies and Gentlemen.
 • The Local Time is <> in the <<Weather>> on <<Day>>, the <<Date>>(e.g.
7:30 in the morning on Thursday, the 10 of December).
 • The temperature is 8 degree Celsius, 46 degrees Fahrenheit.
 • You may use your mobile phones and tablets now, however, please remain
seated with your seatbelts fastened until the seatbelt sign is switched off.
 • When leaving the aircraft, please take care when opening the overhead
compartment, and check that you have not left anything behind.
 • For passengers continuing on to <<Destination>>, you must disembark with
your hand luggage.
 Do ensure that you have your boarding pass and passport with you.
 • Security personnel will remove items found in the aircraft
 • When you re-board the aircraft, please return to your allocated seat
 • Re-boarding will commence at <> in the <>.
 • A new set of crew will be joining you. We wish you a pleasant onward
journey.
 • It's been our pleasure serving you. Thank you for flying with Singapore
Airlines, a member of Star Alliance.
 Safety Video Presentation
 SAFETY INFORMATION
 Welcome aboard Singapore Airlines! Your safety is the most importance of us. As
we prepare for departure, please take note of the safety features of our aircraft.
 LUGGAGE
 For your comfort and safety, ensure that your hand luggage is securely stowed in
the overhead compartment, or under the seat in front of you.
 ELECTRONIC DEVICES
 During takeoff and landing, portable electronic devices must be switched off and
stowed. Transmitting devices must remain switched off at all times.
 TAKE OFF AND LANDING
 Secure your tray table, and put your seat up-right. Stow your in-seat video screen,
handset, and footrest. Keep window shades raised and your footwear on.
 SEAT BELTS
 Fasten your seat belt and tighten it. Keep seatbelts fastened when seated. To
release, lift this catch. When the fasten seat belt sign is on and you are not at
your seat, you should return to your seat and fasten your seatbelt. Infants should
be lifted from the bassinet and held in arms with the infant seat belt fastened.
 OXYGEN MASK
 In the unlikely event that cabin pressure changes, oxygen mask will automatically
drop. Pull the mask towards you and place it over your nose and mouth. Pull the
mask towards you and place it over your nose and mouth. Strap it over your head
and tighten it. Breathe normally. It is normal that the oxygen bag will not fully
inflate. Please ensure to adjust your own mask before assisting others.
 EMERGENCY LANDING
 In case of an emergency, put your seat upright, fasten your seat belt and place
your feet flat on the floor. Lean forward as far as possible, and lock your arms in
position.
 EMERGENCY LANDING
 In case of an emergency, put your seat upright, fasten your seat belt and place your feet flat
on the floor. Lean forward as far as possible, and lock your arms in position.
 LIFE VESTS
 Should there be a need to use the lifevest, retrieve it from under or between your seats.
Remove the plastic cover. Slip the life vest over your head, and bring the straps around your
waist. Connect the clip and pull to tighten. Inflate only when leaving through the emergency
exit by pulling on the red tabs. To inflate it further, blow into the mouth pieces. Use your
whistle and light to attract attention. Special life vests are available for children under the
age of four.
 EVACUATION
 in the unlikely event of evacuation, follow the escape path lighting to the nearest exit.
Emergency exits are fitted with slides used for land evacuation or as rafts on water. Remove
any footwear prior to using the slide. Do not take your personal belongings with you as this
will slow down the evacuation. Please refer to the safety information card for more details.
Passengers seated at the emergency exit doors may be called upon to assist the cabin crew.
 NO SMOKING
 Smoking is strictly prohibited on all our flights.
 Thank you for your attention, and have a pleasant flight.

Safety Video Presentation (Old)
 SAFETY INFORMATION
 Welcome aboard Singapore Airlines! We will now highlight the safety features of our aircraft.
Your safety is of utmost importance throughout this flight. Please watch the safety video
presentation even if you may have seen it before.
 LUGGAGE
 First, stow your hand luggage in the overhead compartment. Take care when opening the
compartment and ensure that your luggage does not fall out. If there is sufficient space, you
may also put your hand luggage under the seat in front of you. Any luggage which cannot be
securely stowed will need to be checked-in.
 ELECTRONIC DEVICES
 Transmitting devices, including mobile phones must be switch off at all times. During takeoff
and landing, the operation of any electronic equipment is not allowed. Please switch off your
electric equipment now.
 TAKE OFF AND LANDING
 Secure your tray table, and put your seat up-right. Stow your in-seat video screen, handset,
and footrest. Window shades should me up and please keep your shoes on.
 SEAT BELTS
 Fasten your seat belt and tighten it. To release it, lift this catch. Seat belts should remain
fasten when ever seated. When the fasten seat belt sign is switch on, infants should be lifted
from the bassinet and held in arms with the infant seat belt fasten.
 OXYGEN MASK
 In case of depressurization, oxygen mask will automatically drop from the compartments
above. Pull one mask downwards and place over your nose and mouth. Pull the elastic straps
over your head and tighten it by pulling the ends of the straps. The oxygen supply is now
regulated and it is normal that the oxygen bag will not fully inflate. Remain calm and breathe
normally. If you are traveling with a child, attend to yourself first, then the child.
 EMERGENCY LANDING
 In case of an emergency landing, put your seat upright, fasten your seat belt and place your
feet flat on the floor. Lean forward as far as possible and lock your arms in position.
 LIFE VESTS
 LIFE VESTS
 Now, the use of the life vest. Your life vest is under your seat or under the arm rest between
the seats. Remove its plastic cover when prompted to do so. Snip the life vest over your
head. Bring the waist straps around your waist. Connect the clip and tighten the straps by
pulling it outwards. You should inflate your life vest only when you are about to leave through
the emergency exit. Pull the red tabs firmly downwards. To inflate it further, blow into the
mouth pieces. Use your whistle and light to attract attention. Special life vest are available
for children under the age of four.
 EVACUATION
 Take note of the exit location on this aircraft. During evacuation, do not take your personal
belongings with you. If smoke is present, keep low and follow the escape path lighting to the
nearest exit. Emergency exits are fitted with slides which can be used for land evacuation or
as rafts on water. Remove any high-heeled shoes prior to using the evacuation slide.
Passengers seated beside seating the emergency exit doors may be call upon to assist the
cabin crew. Please refer to the safety information card for details. This card also has details
of the use of the life vest and oxygen mask, as well as location of the emergency exits and
evacuation routes.
 NO SMOKING
 Smoking is not allowed onboard all our flights. Smoking in the lavatory will set off the smoke
alarm.
 Thank you for your attention, and have a pleasant flight.
 REFERENCES
 Airline Cabin Crew: Written to support NCFE Qualifications. 2014. [ONLINE]
Available at:
http://www.learntravel.co.uk/sitebuildercontent/sitebuilderfiles/nc117airlin
ecabincrewsample.pdf. [Accessed 26 November 2014].
 Personal notes on meal service /finesse – andrea stultz
 The Meaning of a Passengers Announcement | SKYFASHION. 2014. The
Meaning of a Passengers Announcement | SKYFASHION. [ONLINE] Available
at: https://cleod.wordpress.com/2012/02/05/the-meaning-of-a-passengers-
announcement. [Accessed 26 November 2014].
 User:SinSQ800-805/Cabin Announcement - Wikipedia, the free encyclopedia.
2014. User:SinSQ800-805/Cabin Announcement - Wikipedia, the free
encyclopedia. [ONLINE] Available
at:http://en.wikipedia.org/wiki/User:SinSQ800-805/Cabin_Announcement.
[Accessed 26 November 2014].
 Duty-free shop - Wikipedia, the free encyclopedia. 2014. Duty-free shop -
Wikipedia, the free encyclopedia. [ONLINE] Available at:
http://en.wikipedia.org/wiki/Duty-free_shop. [Accessed 26 November 2014].