Professional Documents
Culture Documents
Airline Cabin Crew Training
Airline Cabin Crew Training
1st Edition
Aviation Training Programme
Airline Cabin Crew Training
COURSE TEXTBOOK
Director
IATA Training and Development Institute
IATA
800 Place Victoria
P.O. Box 113
Monteal, Quebec
Canada H4Z 1M1
TABLE OF CONTENTS
Introduction....................................................................................................................................... 1
Module 1 – Introduction to the Cabin Crew Profession
1.0 Introduction to the Cabin Crew Profession................................................................................. 5
1.1 History and Origin of Profession................................................................................................. 6
1.1.1 Key Historical Milestones .................................................................................................. 6
1.2 A Day in the Life of a Crewmember ........................................................................................... 9
1.2.1 A Day in the Life ............................................................................................................... 9
1.2.2 Benefits and Challenges of the Cabin Crew Profession ................................................ 12
Module Summary ............................................................................................................................... 18
i
3.1.2 Proper Lifting Techniques .............................................................................................. 39
3.2 Adapting to Lifestyle Changes.................................................................................................. 42
3.2.1 The Lifestyle of Cabin Crew .......................................................................................... 42
3.3 The Pressures of Frontline Work............................................................................................... 46
3.4 Personal Health ........................................................................................................................ 48
3.4.1 Health Risks Associated with Travel and Flying ............................................................ 48
3.4.2 Other Recognised Effects From Flying .......................................................................... 50
3.5 Security and Safety While Away From Base............................................................................ 52
3.5.1 In Transit and in the Hotel .............................................................................................. 53
3.5.2 When Sightseeing or Leaving Your Room ..................................................................... 54
3.5.3 Emergency Situations to Prepare for When Traveling ................................................... 55
Module Summary ............................................................................................................................... 59
ii
5.3 Using Time Zones .................................................................................................................. 117
5.3.1 24-Hour Clock............................................................................................................... 117
5.3.2 Greenwich Mean Time (GMT) and Time Zones........................................................... 119
iii
8.4 Fear of Flying.......................................................................................................................... 182
8.5 Passenger with Special Needs .............................................................................................. 188
Module Summary ............................................................................................................................. 196
iv
Module 10 – Medical Emergencies and Medical Training
10.0 Medical Emergencies and Medical Training.......................................................................... 235
10.1 Emergency equipment on board (First Aid Kit, Emergency Medical Kit, Automatic
Defibrillator, Personal Protection).......................................................................................... 236
10.1.1 First Aid and Medical Equipment................................................................................ 236
10.2 Basic First Aid and Personal Protection ................................................................................ 241
10.2.1 Check-Call-Care: First Aid Primer .............................................................................. 241
10.2.3 Protect Yourself! ......................................................................................................... 244
v
12.2 Recognising and Responding to Suspicious Activities, Disruptive Passengers and Other
Threats ................................................................................................................................... 279
12.2.1 Disruptive Passengers ............................................................................................... 279
12.2.2 Response to Disruptive Passengers .......................................................................... 280
12.3 Cabin Crew’s Role in Aviation Security ................................................................................. 289
Module Summary ............................................................................................................................. 292
vi
Aviation Training Programme
INTRODUCTION
The course also outlines the basic duties and responsibilities that
you will be expected to perform as cabin crew, including safety and
emergency procedures, food and beverage service, emergency
landing and evacuation, recognising dangerous goods, handling a
medical emergency, crew coordination and communications,
managing passenger interactions, handling special needs
passengers and ensuring the safety and security of crew and
passengers. In addition, this course gives you a basic background on
effective customer service, which is an essential skill to being a
successful cabin crew.
After completing this course you will have a clear idea of what it
takes to be cabin crew. The assumption is made that you do not
have any experience as cabin crew, so that the material covered is
basic and written in a style that is easy to understand. Once you
have completed this course you will have a good idea on what it
takes to land a job as cabin crew and what the minimum
requirements are in order to qualify for the position.
Learning Aids
To help you successfully complete and enjoy the course in a
productive fashion, we have included the following learning aids:
Introduction 1
Aviation Training Programme
Progress Checks
At the end of each Module there is a set of questions and exercises,
covering the learning objectives. This provides you with an
opportunity to practice for the final exam. These questions enable
you to assess your understanding of the concepts discussed. An
answer key is provided to help you asses how well you did.
Summary
Each lesson and module ends with a Summary drawing together the
main points.
Glossary
At the end of the Course, there is a “GLOSSARY” section, which
explains the most important terms used in the manual.
Recommended Reading
Should you wish to further research a given topic, a list of
recommended reading is included at the end of each lesson and/or
module.
Examination Procedures
The course fee covers the training material and mailing but does not
include any expense incurred by the student in connection with the
examinations.
Introduction 3
Aviation Training Programme
MODULE OVERVIEW
The career as a cabin crew is exciting and allows you to travel to
many destinations. Although there are many challenges that come
with the job it can also be extremely rewarding. In this module we
Module Learning will look at some of these challenges and offer tips for handling them.
Ojectives
The aim of this module is to give an overview of the history of the
Upon completion of this Module cabin crew profession and how it evolved over time. We will take a
you should be able to: look at the responsibilities of the early cabin crew and how these
x Explain how the cabin crew responsibilities grew over time. This module also describes a typical
profession has evolved over day in the life of a member of the cabin crew. This section will cover
the years. the duties before a flight, on the flight and after landing at the
x Describe a typical day in the destination.
life of a crew.
x List the rewards and
challenges of the cabin crew
profession.
LESSON OVERVIEW
When aircraft were introduced in the 1920’s, jobs were created to
support operations and expansion. During that period, air travel and
commerce were new, and much like today the airline companies
Lesson Learning looked for ways to provide service and safety to passengers.
Objectives However, roles and jobs evolved as the industry grew. The
Upon completion of this lesson profession has come a long way from the very first cabin boys to the
you will be able to: well-trained crews of over 300,000 men and women today. The
presence and contribution of the cabin crew provides comfort to
x List the key historical
millions of travelers around the world.
milestones.
x Explain the origin of the cabin
crew profession.
1.1.1 Key Historical Milestones
The airline industry has evolved over the years and has passed
through significant milestones that have shaped the entire industry
and the cabin crew profession.
CHRONOLOGICAL MILESTONES
Below is a list of major dates that have shaped the cabin crew
profession:
Some of the duties of early y “Cabin boys” duties included checking passengers in, and
cabin crew members weighing and loading mail and luggage. They also offered
included swatting flies after passengers general comfort and reassurance. In the late 1920s
take off and checking bolts a small lunch service was introduced.
on seats to make sure they y The year 1930 brought about a new direction in cabin crew, as
were securely fastened Ellen Church became the first “stewardess”, flying for Boeing Air
down. Transport (later to become United Airlines). Ellen Church was a
registered nurse who took flying lessons. After meeting with
Steve Stimpson of Boeing Air Transport (BAT) for an airline job,
Stimpson decided to create a “stewardess” position for
registered nurses.
GO SEE: Come Fly With Us!: A Global History of the Airline Hostess
by Johanna Omelia, Michael Waldock, Collectors Press
(March 1, 2003)
http://www.united.com/page/article/0,3214,00.html
Progress Check
TRUE FALSE
Answer Key
1. True
2. True
3. False
Lesson Summary
This lesson reviews the origin of the cabin crew profession and the
key historical milestones. Although the profession began in 1922 with
the cabin boys’ first in-flight service on Britain’s Daimler Airways, as
airlines grew so did the demand for airline staff.
LESSON OVERVIEW
No matter the type of airline you work for, the duties of a flight
attendant are primarily the same. Job responsibilities fall into the
categories of safety, security and service. The duties within each of
Lesson Learning these categories are numerous and challenging. While there are
Objectives many rewards to being a cabin crewmember, it is also important to
Upon completion of this lesson understand the challenges and responsibilities that come with the job.
you should be able to:
1.2.1 A Day in the Life
x Describe the highlights of
one day as a crewmember. How does the day start for a cabin crew? This section will look at the
responsibilities of a crew from the moment he or she arrives at the
airport to the moment his or her duties end at the destination. This
will give you an idea of what it is like to work as a cabin crew.
A typical day for cabin crew begins at your home or your hotel on a
layover. You’ve set an alarm or have a wake up call that will allow
for sufficient time to prepare for your report time at the airport. You
have to make sure you have enough time to finish any last minute
packing, shower and put on your uniform. You need to leave for the
Did you know?
airport early enough so that you have time to drive or take public
A day in the life of a cabin transportation and still arrive in time to report for duty. Remember,
crew brings many rewards you may be required to be at the airport as much as two hours prior
and challenges. The key to a flight so it is important to plan accordingly.
is to be prepared and be
Packing your bags the night before will make it easier for you to be
flexible.
ready on time. In addition to your personal belongings you must also
be sure to pack certain items that are required by your airline. These
items must be with you on every flight so double-check that you have
them before leaving for work!
Most airlines will require the following when you check in at the
airport:
without ID. Your airline will assist you in obtaining all necessary
identification badges.
4. Airlines may also require that you carry a flashlight. The flashlight
may be one that they issue or you may be required to purchase
your own.
Once you are checked in, you should have sufficient time to check
your mailbox or company email for any changes in procedures. You
will also get other important information you need to know before the
flight’s departure.
One of the reasons you need to arrive early to the airport is to attend
a crew briefing led by the captain and/or senior cabin crew or purser.
(The purser is sometimes referred to as the in-charge flight attendant
or #1 cabin crew). This briefing will take place in the offices or on
the aircraft where you will discuss pertinent information about the
flight and review safety practices and procedures. At this point you
will receive your duty assignments for which you will be responsible
before and during the flight.
Once the crew briefing is finished you will board the aircraft. This will
probably happen about 45 minutes or 1 hour prior to departure
(depending on the size of the aircraft and type of flight). At this time
you will stow your luggage and complete all the pre-flight duties.
Since there are a number of simultaneous tasks to be completed
during boarding, the whole process can be quite chaotic if not
properly organised. A well-organised crew will make the boarding
process seem effortless but in fact the entire crew is very busy.
Depending on your assigned duties you will be responsible for
completing a check of the emergency equipment, completing security
and galley checks and preparing the cabin for boarding. Once this is
done the aircraft is ready for boarding. At this point you will probably
take a position in a specific area of the cabin in order to perform at
least some of the following tasks:
y Answering questions
As departure nears, the cabin crew must make sure passengers are
seated, luggage is properly stowed and the cabin is ready with
closets, bins and compartments checked and secured for departure.
At this point you will most likely participate in the safety briefing.
Once this is completed all cabin crew take their assigned jump seats.
After take off, the cabin crew continues to monitor and insure all
safety and security policies are followed by everyone during the
flight. When the aircraft reaches an appropriate and safe altitude,
the cabin crew can begin to offer service. Cabin service may be as
simple as beverages on a short flight or multiple meal and beverage
service on longer flights. Meal services on long distance flights may
take 2 hours to complete. After the meal service, you may still have
another 8 hours or longer before landing at your destination. On
these longer, international flights, duty free service, in-flight movies
and snack services are also provided and must be coordinated.
International flights also require the cabin crew to distribute landing
cards and appropriate customs documentation to all passengers.
Between services, the cabin crew monitors the cabin for additional
requests from the passengers, responding to call buttons and
perhaps attending to a medical situation or an ill passenger.
Furthermore, the cabin crew is required to conduct a cabin walk-
through every 20 minutes. Fortunately, if the flight is long enough
you may have the option for a break and the opportunity to eat a
meal.
Near the end of the flight, you will have to complete any necessary
paperwork. For example, you will be responsible for conducting an
inventory of the carts containing duty free merchandise or liquor. In
addition, international flights may require specific documentation for
Customs and Immigration. There is also special documentation that
is required by many airlines in the event that any special situations or
incidents occur during the flight.
Just prior to landing you will secure the cabin by ensuring that
equipment is stowed, galleys are secured, overhead compartments
and closets are secured and that passengers are seated with
seatbelts fastened. Finally you return to your assigned jump seat for
landing.
At the conclusion of the flight and after passengers deplane you may
be required to assist with tidying the cabin. If you are on a turn
around flight you must prepare to do the whole process again for
another planeload of passengers. However, if you’ve traveled
internationally you may have already completed 12 or more hours of
duty. At this point, you collect your luggage and personal items,
deplane and immediately clear customs. Now you can go to your
hotel for a much needed rest and layover.
Consider the fact that although you woke up at 4am for a 7am
departure and it is 12 hours later (it is now 7pm on your body clock),
it may be another day or time at your destination. You’ll need your
layover to recover from the physical and emotional demands of the
day, not to mention jet lag and the effects of being in an aircraft
cabin. Taking a much needed rest will rejuvenate you for your next
assignment, which may begin within the next 8-12 hours when you
will begin the process all over again. Some layovers may allow for a
day or two or more before you are required to work on another flight.
On the other hand, on some trips you may have a workday that
includes one long flight with perhaps many legs or several shorter
flights that fly domestically. In all cases it is wise to rest in between
flights whenever possible. A day in the life of the cabin crew can be
long and exhausting but in most cases they are very rewarding.
As a cabin crew you will be rewarded for your efforts and the time
you put in. According to your preferences you might view the rewards
of the job differently. While one person might find the traveling and
exposure to different cities and cultures an attractive part of the job,
others might enjoy the fact that being a cabin crew is not a typical
9am to 5pm position.
Schedule Flexibility
The 24/7 world of aviation with hundreds of flights per day offers
great variety in scheduling when compared to traditional 9 to 5 office
work. While you may not have total control of all aspects of
scheduling early in your career, as you progress you learn how to
manage and trade your schedule. You can choose to work longer
strings of days in a row with more days off together or perhaps lots of
short trips so that you are home more regularly. These options may
vary from airline to airline but you should be able to discover means
to make your schedule work for you.
As cabin crew you may find yourself living temporarily in one city
while you are actually based in another city giving you the
opportunity to move to a city for a short period of time to gain new
perspectives. If you are a person that likes to experience life in
different cities, then geographic flexibility is certainly a favorable
reward.
Benefits Packages
Travel Benefits
Schedules
There are other scheduling challenges that come with the profession
of working in the airline industry, such as delays caused by an
aircraft’s mechanical problems. Bad weather can impact your
Finances
Airlines will also vary in how they handle uniforms. While some
airlines provide them, others require that you pay for your first
uniform. This often happens in several installments over a certain
period of time. You should factor the expense of the uniform, along
with the cost of appropriate shoes, luggage and other items that you
may be required to have such as a passport, watch and vaccinations.
The Work
Another reward that can also be seen as a challenge is the fact that
the cabin crew profession is a “frontline service” position. As a cabin
crew you are working with people all day, every day, which can be
physically and emotionally demanding. You will be subject to dealing
with irate and very irrational passengers, in addition to those who
become intoxicated and are difficult to deal with. Furthermore, you
may work long days or all night so it is important to get at least
8-12 hours of rest when you are off duty. This will enable you to
prepare for getting back to work the next day, especially if you are
called to work last minute. In addition, it is important to pack light but
with the unexpected in mind. Be prepared for the fact that on one
flight you may have a layover in a warm or tropical climate but then
be rescheduled for a flight that lands in a city that is snowy and cold.
These tips will help overcome some of the challenges that come
along with an otherwise rewarding profession as a cabin crew.
Progress Check
1. When you check in for a flight as a crew, you should possess
these items.
a) a watch b) passport
c) airline ID d) compass
Answer Key
1. a, b and c
y Answering questions
Lesson Summary
This lesson looks at the key points of the day in the life of a cabin
crewmember. A cabin crew’s day usually begins by checking-in early
so that you are ready for duty 1-2 hours before the flight, depending
on whether it is an international flight or not. During this time you will
attend a crew briefing usually led by the captain or the senior cabin
crew or purser.
4. A flashlight
Besides in-flight duties like serving beverages and meals the cabin
crew is concerned with the safety and comfort of the passengers. It is
important to note that the cabin crew profession is a “front-line”
service, which means that you are constantly interacting with people.
This lesson also reviewed some of the rewards and challenges of the
cabin crew profession, including travel benefits, cultural experiences,
financial benefits, scheduling and lifestyle challenges to name a few.
The key to a successful experience as cabin crew is being prepared
and maintaining a calm and flexible attitude.
MODULE SUMMARY
This module gives an overview of the history of the cabin crew
profession, as well as some of the personal aspects of the job. The
historical information regarding the beginning of the profession gives
some perspective on how the profession has evolved from the “cabin
boys” of the 1920s to over 300,000 cabin crewmembers today. After
learning about a “Day in the Life” you have a better idea of the tasks
a cabin crew can expect to perform in one day as well as the rewards
and challenges one faces in the profession as a whole.
Though there are numerous rewards and travel benefits this module
also examines the challenges one might face as a cabin crew
professional. Furthermore, the module looks at the different benefits
a cabin crew may be offered in terms of health care and additional
perks. Finally, the module urges you to research these factors before
choosing an airline.
To prepare for the final exam, complete the progress checks found at
the end of each lesson several times. You know you are ready for
the final exam when you are able to perform the actions listed in the
module and lesson objectives.
MODULE OVERVIEW
As with any job, there are certain steps that you need to take to
prepare yourself when applying for a job as cabin crew. Before
applying for a position as cabin crew you need to ask yourself:
Module Learning
Objectives y Do I meet the minimum requirements for the job?
You should also list any language, computer, or first aid courses you
may have taken. If you have no experience in these areas, it is
advisable to take a class or two that will contribute to these
necessary skills.
Since the aviation industry is very heavily regulated and the primary
responsibilities revolve around safety for the public, each airline must
maintain a training program that meets specific standards. Training
programs vary in length from 4-12 weeks. After the completion of the
initial training you may be on a probation period or trial period for
approximately 3-6 months.
y First aid.
After graduation, you will return every year for a refresher training
(sometimes called recurrent training) to review safety and emergency
procedures and other important topics related to the job.
Progress Check
TRUE FALSE
6. What are interviewers looking for in potential candidates for the cabin
crew profession?
Answer Key:
1. True
2. False
3. True
4. True
y Telephone interview
y Group interview
y One-on-one interview
y Medical examination
y Background check
y Training
y First aid
y Aircraft familiarisation
y Customer service
y Service
y Administration
Lesson Summary
This lesson explored the process that you will follow when applying
for a job as cabin crew. You now can prepare properly for the
application and interview process, which can include: filling out an
application, an initial phone interview, group interviews that can last a
day or more and one-on-one interviews. These interviews are
conducted because the companies need to select only a few very
qualified candidates from thousands of applicants. In the next lesson
you will be introduced to the minimum requirements for qualifying as
a cabin crew.
LESSON OVERVIEW
Airlines or placement agencies hiring cabin crew will have varying
requirements depending on the airline and the country. Corporate
and private jet requirements for cabin crew are often much more
Lesson Learning defined and specialised. While there may be some variation, most
Objectives airlines will look for some minimum requirements for the job. It is
Upon completion of this lesson strongly suggested that you research the airline to which you are
you should be able to: applying, to ensure that you meet the necessary qualifications.
x Identify the minimum The following lesson will give you a clear idea of what minimum
requirements to be requirements airlines generally look for.
considered for a cabin crew
position. 2.2.1 Minimum Requirements
x Identify basic skills and traits Requirements vary between airlines some of which involve skill and
needed to be considered for others personal traits and characteristics. Skills can always be
a cabin crew position. learned, however, there are some requirements that deal with such
things as age and height, which cannot be acquired. Listed below are
the minimum requirements that airlines take into consideration when
making hiring decisions:
In case you were wondering why airlines have height and weight
requirements, they are for health and safety purposes. You must be
tall enough to reach overhead lockers and compartments, as well
able to easily move throughout the cabin aisle and emergency exits.
Medical tests are often done as a precaution to make sure that you
are fit for the environment you will be working in. Hearing is often
tested, as well as adequate back and shoulder strength.
Place a checkmark (9) next to the ones that you think apply to you.
This checklist will help you identify which areas need further
development.
Good judgment
Outgoing
Flexible
Progress Check
1. Minimum age requirements vary worldwide between ___ and
____ years.
a) 24
b) 21
c) 18
d) 25
2. Height requirements are generally between ____ and 1.85m
a) 1.46m
b) 1.57m
c) 1.64m
d) 1.73m
3. List at least 4 skills and/or qualities for employment as cabin
crew.
___________________________________________________
___________________________________________________
___________________________________________________
___________________________________________________
Answer Key
1. c) and b)
2. b)
y Good judgment
y Outgoing
y Flexible
Lesson Summary
You are now more familiar with the qualities and skills the airlines are
looking for in new recruits for cabin crew. You are also able to
identify which of these you already possess and can begin to think
about what qualities or skills you need to develop before applying for
a position as cabin crew.
Lesson Learning
Objectives
Upon completion of this lesson
you should be able to:
x Assess what are the
acceptable standards for
grooming and professional
appearance for cabin crew
professionals.
x List generally accepted
practices and identify how
you will apply these to your
LESSON OVERVIEW
grooming in preparation for
the cabin crew profession. Airlines have high expectations for personal appearance and
grooming. As cabin crew you will be highly visible and the way you
represent the airline is important. The customers’ impression is
influenced by image. Looking professional and well groomed also
gives the customer a sense of confidence and reassurance in your
abilities as a cabin crew professional and the services that you
provide. First impressions are lasting and you will make them even
before you get to the aircraft while riding public transportation or
walking through the airport. Your appearance and conduct matter
because any time you are wearing the airline’s uniform you are
representing the company.
will learn about them during training and you will be expected to
maintain those standards in order to successfully complete the
program. Most airlines consider the following grooming and attire
standards to be a condition of employment.
You will be required to maintain a clean body and fresh scent, free of
unpleasant or unclean odors. Always use deodorants, perfumes and
mouthwash to make sure that you smell your best at all times. Light
colognes, after shave or scented lotions are acceptable but be
mindful that others may have allergies. Also, be aware that in a
confined airplane cabin too much perfume or cologne can be
overwhelming for others.
In general, hair should not extend below a shirt collar or past the ear
on the sides. The style should be neat and clean without extreme
curls or length. Bald and shaved heads are acceptable. Hair on
closely shaved heads should be of an even length.
2.3.6 Jewelry
Jewelry should again follow conservative guidelines without
extremes. For safety reasons, it is not recommended to wear items
in excessive size or length. Generally, one pair of earrings (small
hoops or small gem studs, and not ones that dangle), a single
bracelet, and a single strand necklace is acceptable. Watches are
considered part of the uniform and should be worn daily. However,
watches should also be conservative rather than flashy.
Progress Check
1. High personal hygiene standards require ________, _______,
and a _____________
a) Nose ring
b) Watch
d) Small bracelet
Acceptable Unacceptable
Acceptable Unacceptable
Acceptable Unacceptable
7. Long fingernails
Acceptable Unacceptable
Answer Key
1. Fresh breath, clean teeth, clean body.
2. As cabin crew you are highly visible and the way you represent
the airline is important. The customers’ impression is influenced
by image. Looking professional and well groomed gives the
customer a sense of confidence and reassurance in your abilities
as a safety professional and the services that you provide. You
appearance and conduct matter because any time you are
wearing the airline’s uniform you are representing the company.
4. Acceptable
5. Acceptable
6. Unacceptable
7. Unacceptable
Lesson Summary
Among the topics covered in this module you have learned about the
minimum requirements in regards to personal hygiene, hair and
hairstyles, make-up and jewellery. You also have a clear
understanding of what is expected from cabin crew professionals in
terms of personal hygiene and grooming.
MODULE SUMMARY
This module introduced you to what you need to do and how you
should prepare to land a job in the airline industry and in particular as
cabin crew (or flight attendant). You are now aware of the general
application process and minimum requirements for applying for a job
as well as basic personal hygiene and grooming requirements for the
position of cabin crew.
To prepare for the final exam, complete the progress checks found at
the end of each lesson several times. You know you are ready for
the final exam when you are able to perform the actions listed in the
module and lesson objectives.
In the next module you will learn how to maintain a healthy lifestyle in
order to keep up with the demands of the job.
MODULE OVERVIEW
As a member of the cabin crew, it is critical to maintain a healthy
lifestyle in order to keep up with the demands of the job. The aim of
this module is to demonstrate how healthy habits can help you to
efficiently and effectively meet the requirements of being a member
Module Learning
of the cabin crew. It is important to learn about nutrition, exercise and
Objectives
other healthy habits in order to help you maintain a healthy lifestyle.
Upon completion of this Module
A cabin crew’s lifestyle is different from most, as the demands of the
you should be able to:
profession are different from most other jobs. This module will also
x Explain the benefits of good look at these expected lifestyle changes and will provide a variety of
nutrition and doing regular coping strategies to help you manage and deal with these changes,
exercise. as well as offer techniques to use in stressful situations. We will also
x Recognise and identify ways look at the health risks associated with flying and the steps that must
to adapt to the lifestyle be followed in order to prevent illnesses.
changes inherent to the
The module finally talks about your personal security on the road. We
cabin crew profession.
will discuss the various measures that can be taken to reduce your
x List the various pressures risk of being targeted while away from the base.
encountered in frontline work
as cabin crew.
x Identify strategies for coping
with sense of displacement
and loneliness during travel.
x List the dos and don’ts in
regards to personal security
and safety when away from
the base.
LESSON OVERVIEW
Maintaining good health can be a challenge for a member of the
cabin crew if you don’t think about planning for it in advance. By
leading a healthy lifestyle on a daily basis, you can ensure that your
Lesson Learning health is at its best while performing the duties of your job.
Objectives
In order to build good daily health routines, you should be aware of
Upon completion of this lesson the benefits of nutrition and exercise. This lesson will give you
you should be able to: various nutrition and exercise tips that will help you maintain a
x Explain the benefits of good healthy lifestyle.
nutrition and regular
exercise.
x Create a balanced nutrition
plan for healthy living.
x Develop a strategy for
balanced eating while
travelling.
x List types of exercises
recommended while
travelling.
x List strategies for
maintaining a regular fitness
schedule.
x Describe lifting techniques to
avoid injury.
Good nutrition and exercise are key elements in being able to handle
the physical and mental demands of being a member of the cabin
crew. These elements are also important in combating the effects of
jetlag. If you already have good diet and exercise habits, then you
are well on your way to making minor adjustments to make those
practices work for your career. If you are not already leading a
healthy lifestyle, it’s time to start.
Nutrition
Think about what your needs are today and how you can translate
those needs into your daily routine as cabin crew. This is particularly
relevant if you have certain dietary requirements imposed by
religious beliefs or for health reasons (such as allergies). It is very
difficult to get in main meals if you have a long day of flying – be
prepared by making sure you have healthy snacks and try to plan
your meals in advance. Hotels usually offer restaurants and room
service but sometimes you arrive so late in the evening that the
service is no longer available. Without planning in advance, you
could end up having a long night – with an empty stomach.
There are many steps you can follow to ensure that you maintain a
healthy diet while working as cabin crew. It is a good idea to have
mini-meals throughout the day with nutritious food such as fruit,
whole grains and nuts that will give you energy and keep you filled.
Drink plenty of water and non-carbonated beverages (soda drinks
can add to gas expansion and swelling). Avoid caffeine and candy
as a quick fix or meal replacement. Also, make sure to avoid alcohol
If funds are limited, look for local grocery stores to obtain food for
meals while on layover, especially if dining at restaurants or ordering
room service is not the best options for you.
Exercise
Walking and jogging are good options for getting exercise and seeing
the local sights. You should check with the hotel concierge for local
safe walking or running routes. Also, as a safety measure, find a
crew who is willing to work out or walk with you. This may also be a
nice way to build relationships and encourage you to stay active.
2. Lift close to your body. Have a firm hold of the item and keep it
close to your body.
3. Make sure your feet are shoulder-width apart to give a solid base
of support.
4. Bend your knees and keep your back straight. Raise and lower
to the ground by using your knees.
6. Lift with your legs – they are many times stronger than your
back.
7. Ask for assistance with large, heavy items or any item that is
awkward in shape – don’t strain to accomplish the lift.
Progress Check
1. Of the following, what are the recommended nutritious food to
consume during flying?
a) nuts
b) fruits
c) chocolate
d) varied sandwiches
e) whole grains
Answer Key
1. a), b), and c)
Lesson Summary
In this lesson we discussed the importance of creating a balanced
nutrition plan and exercise routine for healthy living, especially while
traveling.
LESSON OVERVIEW
The nature of the cabin crew profession, with its scheduled hours
and destinations, requires considerable adaptation on the part of
cabin crews. These changes can have a direct effect on your current
Lesson Learning
lifestyle. To minimise the initial shock of your new profession, you
Objectives
should make arrangements that will help you deal with the new
Upon completion of this lesson lifestyle.
you should be able to:
After going through this lesson you will have a better idea of the
x Identify the lifestyle changes various lifestyle changes that come with this profession. You will
that will occur between current learn how to adjust your personal life and make arrangements in
lifestyle and the one you will regards to your personal life back home. We will also look at some
encounter as a cabin crew. strategies that will help you deal with these changes.
Schedule
Many cabin crews start off their career as reserve flight attendants –
those who are on call for assignment. You have set days off and set
days on in which you must be ready to be called out for assignment
at any time – sometimes with little notice. In some situations you
may even be assigned trips that will continue into days off that you
had scheduled. In these situations, your time-off will be moved to a
different point in the month. Reserve cabin crew are on call to cover
flights for other cabin crew who have called in sick, or because of
operational issues such as bad weather, mechanical delays, or
cancellations. Adding extra crew to provide service for increased
passenger load deals with these situations.
trips/flights and days off, although they too can experience delays
and cancellations that impact their schedules and plans).
Personal Life
Relocation
Another reality you may face as a crew is that you may be relocated
to a base or domicile which is not presently your home. You may
have some opportunity for choice but business needs for staffing
may not allow you to live in the city which you had anticipated
residing in.
You might even need to make decisions that impact your family. For
example, will you move your spouse and children or commute from
the city where you live to the city where you are relocated? If you are
single, are you comfortable uprooting yourself from where you are
now? You may not be able to be near your parents, siblings and
other family and friends. Even if this is something you can handle,
your family and friends may not be supportive, and they may
influence your career choice. These factors have to be taken into
account when deciding if being a cabin crew is the right choice for
you.
Loneliness
Consider that even if you have been relocated, you may have little
control over being home to attend events, functions and holidays as
you have in the past. In fact, you may spend a holiday with people
you have never met before or be on a layover in a country that does
not recognise a holiday that you celebrate. All of these changes can
create feelings of loneliness.
To help you deal with these changes, you can adopt one or more of
the following strategies:
y Educate your family and friends about your career and gain
their support.
Progress Check
TRUE FALSE
4. List strategies that can be followed to help one cope with the
changes that come with being a crew.
Answer Key
1. False
2. True
Lesson Summary
Being a cabin crew means your schedule will be unpredictable. You
may have to depart suddenly or extend a trip, or even permanently
move to a different location. You must arrange your life to
complement the unexpected obligations that may arise. You may
also experience a sense of loneliness while on the job, but this can
be remedied by maintaining a connection with loved ones and
seeking places of comfort while away from home. The change of
lifestyle may seem daunting at first, but it is important to see your job
as a chance to experience the world and engage in new and exciting
opportunities.
LESSON OVERVIEW
Being a frontline service provider is exciting and ever changing. It is
Lesson Learning also very demanding and can sometimes be stressful. As cabin crew,
Objectives you are “on stage” all the time and everything you do and say is seen
and heard by customers. This means that there are many
Upon completion of this lesson opportunities for you to demonstrate your skills, but if you are
you should be able to: stressed and tired, it can also be a time of difficulty.
x Identify which pressures of
Frontline Pressures
frontline work are within your
control and which ones are You will deal with customers every day, on every flight and will
not. experience difficult situations that are not under your control. You
cannot fix what happened but you can provide an appropriate
response to a specific situation. That means looking out for yourself
as well as the passengers.
Below are some tips that can help you calm down:
You should also remember that taking proper care of your health,
sufficient rest, exercise and good nutrition all help to minimise and
deal with pressures of front-line work.
Progress Check
1. List three of the six techniques stated in the lesson that can help
you maintain a calm demeanor.
Answer Key
1. y Breathe
y Smile
y Relax
y Let it out
y Talk positively
Lesson Summary
You will often find yourself faced with unhappy customers. In order
to ensure you keep yourself composed and fit to perform your job,
you should practice certain calming techniques. These consist of
deep breathing, smiling, maintaining a good sense of humour,
relaxing, letting it out, and keeping a positive attitude. Most
LESSON OVERVIEW
Health issues during flying and in the cabin environment are different
from those we experience on the ground. Those differences should
Lesson Learning be considered and evaluated as part of personal health – not just for
the passenger who travels for business or pleasure but also for the
Objectives
crew who will live and work in this environment a good portion of the
Upon completion of this lesson time. The following information is not meant to strike fear but to give
you should be able to: you the tools to minimise the risks as well as prepare you for the
x Identify categories of ways in which your body may react to flight.
personal care and health that This lesson looks at some health risks associated with flying and the
cabin crews should be aware effects on the human body. You will also be advised of required and
of. probable vaccinations that you will need in order to ensure your
x Identify health and safety as well as the safety of everyone on board.
environmental risks that are
associated with air travel. 3.4.1 Health Risks Associated with Travel and Flying
Before we look at the contents of this lesson, it is important to note
that if you have a medical condition, you should consult with your
physician to obtain professional advice before considering this
career.
Even though the cabin air quality is good in modern aircraft cabins,
the fact that it is a small, enclosed environment increases the chance
of person-to-person transmission of infections from coughing or
breathing, as would happen in any office building or closed-in area.
To protect yourself from potential threat, practice good self protection
as a means to prevent illnesses.
y BCG
y Polio
y Hepatitis B
y Haemophilus Influenzae
y Hepatitis A
y Yellow Fever
y Meningococcal Meningitis
Radiation
The earth is always being impacted by radiation from the sun and
outer space. The atmosphere serves as protection for most cosmic
radiation but the radiation does increase as you go to a higher
altitude. The exposure of the radiation to flight and cabin crew will
depend on the route, altitude and aircraft type. Directives have been
y The relative humidity in the cabin is very dry - at less than 20%.
Although there is discomfort along with this, there is no real risk
to your health. To offset its impact, it is recommended to
consume more water and juice. At the same time you should
limit alcohol, coffee, tea and caffeinated drinks as they cause
you to lose fluids.
Progress Check
1. List the categories of personal care and health that cabin crew
should be aware of.
2. Identify the environmental and health risks that are associated with
air travel.
3. What are some of the more common vaccinations that cabin crew
require?
Answer Key
1. Environmental and in-flight health risks, exposure to infectious
disease, radiation, others (air pressure and time zone change, jet
lag, cabin humidity, eye discomfort, dry skin, motion sickness).
Lesson Summary
Due to the expansion of gas in the body and a decrease in oxygen
levels, discomfort can occur while flying. Crews who are sick should
not fly in order to minimise these effects. It is important to protect
yourself against illnesses through self-protection methods as well as
vaccinations. The most common vaccinations include, but are not
limited to, Tetanus, BCG, Measles, Polio, Hepatitis B and Influenza.
There are many other effects that may be experienced when flying,
namely jet lag, relative humidity discomfort and motion sickness.
Preparing in advance and taking the necessary steps to decrease the
likelihood of negative effects can prevent all of these.
LESSON OVERVIEW
Common sense is necessary for your personal security and safety as
a crew. You can avoid becoming an easy target for those with
Lesson Learning criminal intent by following basic rules in every aspect of your travels.
Objectives Crews are high profile, easily identified even when not in uniform and
therefore, they are often targets for crime.
Upon completion of this lesson
you should be able to: This lesson will list some safety measures that you should consider
x List the personal security prior to leaving and while you are away in a foreign country.
and safety do’s and don’ts Preparation begins at home:
when away from the base in
regards to yourself and your Below is a list of safety measures that you should take before leaving
valuables. your residence:
y Check that your home security (locks, keys, windows and other
points of entry) are secure.
It is a good idea to have some y Leave valuables at home or use hotel safe deposit boxes for
basic safety measures in mind valuables that you must take with you.
for unexpected emergencies.The y Carry small amounts of cash and only the credit card(s) you
key is to have a plan so you can would use on a trip.
take care of yourself and other
crews. First and foremost y Create a list of your credit cards and their phone numbers and
STAY CALM. keep it at home in a secure location in the event your cards are
lost or stolen. Also make copies of your picture identification
(passport, driver’s license) and keep in a secure location in case
originals are lost.
y If you use your personal vehicle (car) to get to work, ensure the
vehicle is locked and that you do not have valuables in the car.
Try to park in well-lit areas and ensure vehicle lights are off
before you walk away.
y Keep your luggage with you at all times until it is loaded into
crew transportation – vans, buses, taxis.
y Have any necessary fares and tips ready and separate from
your wallet to avoid having others see where you carry your
wallet or that you have cash and credit cards.
y If your room is dark when you open the door, prop it open with
your luggage and turn on the lights. Check the room and
bathroom for anything suspicious. Do not leave the door
propped open during your stay for other crews to come and
visit.
y Place your room key and shoes in the same location in every
hotel so that in an emergency (or if in a dark room) you know
exactly where they are. It is a good idea to have a personal
flashlight with you – many airlines require you to carry one in
the event of a power outage or other emergency.
y Ask the hotel staff for directions and recommendations for safe
touring in the area – obtain local maps from the hotel.
y Have the hotel address and phone number with you - take a
piece of paper from the notepad in your room, as it usually has
all the required information.
y If your bags have been out of your sight at a hotel room, with a
porter or in another office, open them and check the contents.
Hotel Fire
y Feel the door or door knob with the back of your hand; if they
are hot, do not open the door. Otherwise, open the door slowly
but be prepared to close it if danger is present.
y Take your room key and close the door behind you. If smoke is
present, crawl to the nearest exit. If you cannot reach it, look for
an alternate route. If exits are blocked, return to your room.
y If you must remain in your room, hang a sheet out the window
to let others know you are there.
y Fill the bathtub with water and use the ice bucket to throw water
on doors or walls to cool them. Soak sheets, blankets or towels
to beat out or smother flames. Wet linen can be used to stuff
around the cracks of doors and vent ducts to help keep out the
smoke.
y Make a tent over your head with a blanket to get fresh air to
breathe from a slightly open window.
Earthquake
y Fill the sink, ice bucket and tub with potable water before the
storm hits for your use later if water is not available after the
storm.
y During a hurricane, the eye of the storm may pass over during
which there will be calm for a period of time. Following this, the
remainder of the storm approaches, the wind direction changes
and returns with force.
Civil Unrest
y If the airport has not been targeted, you may go there if you can
safely do so. If you are at the airport with the aircraft, – stay
there.
Progress Check
1. List 5 safety precautions you can take before leaving your
residence.
Answer Key
1. y Make sure your locks are secure
Lesson Summary
Before leaving your residence, you should take certain precautions
as a means of self-protection. These may include keeping your
schedule private, ensuring your home is secure and carrying a
minimal amount of money. It is important to protect your identity by
You should also follow similar steps when traveling, whether you are
at the hotel or sightseeing. Always keep your luggage with you and
do not share personal information with others. It is essential to be
aware of your surroundings at all times and protect yourself from
possible threats by making sure your hotel room is secure and
avoiding situations that put you in a vulnerable position.
MODULE SUMMARY
This module introduced you to healthy habits that will help you to
meet the requirements of the challenging lifestyle of the cabin crew.
You have learned about nutrition, exercise and other healthy habits
that help you maintain a healthy lifestyle.
This module also looked at lifestyle changes that you can expect
when you become a member of the cabin crew. It listed a variety of
coping strategies to help you manage and deal with these changes.
You can now apply some of the suggested techniques to help you
cope with stressful situations and you can identify the steps that must
be followed in order to prevent illnesses and other health risks.
To prepare for the final exam, complete the progress checks found at
the end of each lesson several times. You know you are ready for
the final exam when you are able to perform the actions listed in the
module and lesson objectives.
MODULE OVERVIEW
An airline's basic function is to transport people and goods from one
location to another using the airways. Quite simply, the airline
industry consists of organisations that provide this service for
Module Learning passengers and/or cargo. Since there are a variety of customer
Objectives demands, there are several types of airlines that provide different
services for passengers. While this module examines 3 types of
Upon completion of this Module
airlines, it also gives a brief overview of the regulatory agencies that
you should be able to:
govern the security standards of these airlines. This module will help
x Explain where aviation you understand the different airlines and their specific functions, as
industry procedures and well as understand the different agencies that regulate the security
regulations originate from standards you must follow.
and how they impact the
roles and responsibilities of
cabin crew.
LESSON OVERVIEW
This lesson looks at the three main types of air travel; scheduled
Lesson Learning airlines and alliances, chartered airlines and corporate and private
Objectives jet travel. First we will examine the characteristics of scheduled
airlines and alliances, followed by an introduction to chartered
Upon completion of this lesson airlines as well as private and corporate jet travel. It is important for
you should be able to: you to be familiar with these different types of air travel since it allows
x Describe 3 types of air travel you to make an informed decision regarding what type of airline you
and explain their similarities would want to join. In addition, it is important to learn about the
and differences. various types of air travel to help passengers with questions about
them.
Scheduled Airlines
Alliances
for airlines in the way of sharing sales offices and staff, maintenance
facilities, catering systems, computer systems, ground handling
personnel at check in and boarding desks. As a result, this sharing
lowers cost for the traveler and offers more destinations with one
ticket purchase.
http://en/wikipedia.org/wiki/airline_alliance
www.staralliance.com
www.oneworld.com
www.skyteam.com
http://www.tourismfuturesintl.com/special%20reports/alliances.html
Progress Check
1. Describe the characteristics of a scheduled airline.
Answer Key
1. i. Flights are scheduled according to a published timetable
4. True
5. True
8. Alliance
9. Code-sharing
Charter Airlines
The service on chartered flights can range from basic air service with
little or no amenities to a flight with a top of the line service with all
the frills.
y In some cases chartered flights may have less elbow and leg
room than seats on scheduled flights.
Corporate and private jet travel is similar to charter flights in that they
are non-scheduled forms of airline transportation. However, these
flights are not available to the general public. Many large businesses
own their own jets and use this as a means of travel for their
employees who must travel to conduct their business.
Like charters, the work schedule for the cabin crew can be quite
varied and unpredictable. In some cases, corporate or private jet
travel has a very strict on-call or standby policy established by the
individual or corporate owner. Training for cabin crew of corporate
and private jets is often outsourced. Another thing to consider is that
due to the small size of the aircrafts and limited number of
passengers, cabin crew for a private jet often work alone.
Progress Check
1. Explain how charter air travel and scheduled airlines are similar
and how they are different.
Answer Key
1. Same:
Different:
y Chartered flights often have less elbow and leg room for
passengers.
2. traveler or business
LESSON OVERVIEW
This lesson introduces you to the major air transport regulatory
agencies and explains what these agencies do. As cabin crew you
Lesson Learning need to be aware of these agencies and how their regulations affect
Objectives the cabin crew profession. These agencies are the ones that
regulate the training and safety procedures for cabin crew. You will
Upon completion of this lesson
become familiar with ICAO, CAAs, FAA, JAA and IATA. Throughout
you should be able to:
your career as cabin crew you will be expected to adhere to the
x List the major regulatory safety and emergency procedures established by these agencies.
agencies.
x Explain what these 4.2.1 What Is ICAO?
regulatory agencies do and
ICAO is the International Civil Aviation Organization and is a
how it relates to cabin crew
specialised agency of the United Nations. ICAO sets the standards
professionals.
for aviation safety, security, efficiency and aviation environmental
protection. Learning what ICAO is and how it operates allows the
cabin crew to understand the standards that make aviation safe
throughout the world. Learning about ICAO will also give context to
the origin of airline procedures, safety practices and guidelines that
are used in the industry today.
About ICAO
Progress Check
1. What does ICAO stand for? And what is it responsible for?
Although all countries have their own agency, they all work toward
the common goal of providing safe and reliable air transport. Some
of the larger and more influential agencies in the world are the
Federal Aviation Administration (FAA), and the European Joint
Aviation Authorities (JAA).
Each regulatory agency has a division that sets standards for cabin
safety. For example, the Cabin Safety Office in the UK is managed
by 4 people who are authorised to conduct cabin safety inspections
on UK registered aircraft and to conduct audits on cabin safety
aspects of public transport operations. The Cabin Safety Office is
responsible for operational cabin safety issues and provides
guidance on design and production standards.
The primary aims of the Cabin Safety Office are:
y To conduct inspections on UK registered aircraft.
Progress Check
1. Each country in the world with an international airport has its own
civil aviation regulatory agency. TRUE or FALSE
Answer Key
1. True
2. False
3. True
4. They all work toward the common goal of providing safe and
reliable air transport.
5. There are 40 member countries in the JAA all from different parts
of Europe.
LESSON OVERVIEW
Anyone who has traveled to international destinations has had
experience with customs and immigration in the arrival airport. Each
country has its own requirements for entering the country and these
Lesson Learning usually include being processed by an immigration official and a
Objectives customs officer. In some cases the immigration official will also
serve as a customs officer or vice versa. As cabin crew you will find
Upon completion of this lesson
yourself crossing many borders and entering many different
you should be able to:
countries. No matter how many times you enter a country, you are
x Explain the purpose of still subject to the same immigration and customs regulations and
customs and immigration in procedures as a first time visitor. You will be expected to complete
international travel and the forms and documentation related to the flight upon arrival in a foreign
importance of appropriate country and again when you return to your own. You will be
documentation for goods and expected to provide the officials with a current passport and also
people. declare any goods that you may be bringing either into a foreign
x Explain procedures on flights destination or have brought back to your own country.
in regards to customs and
immigration.
All passengers, cabin crew and flight crew are required to present
themselves to immigration and to clear customs upon arrival into any
country (immediately after deplaning). This applies when you return
to your “home” country as well. At customs you will present your
passport and if required a declarations form where you will document
any pertinent items that you purchased and are carrying with you.
Busy international airports can process thousands of passengers
from many different flights at the same time. Many airports have a
special line/queue where flight and cabin crew are processed more
Progress Check
1. Explain how customs and immigration rules apply to cabin crew.
2. What is the difference between customs and immigration?
3. Cabin crew who fly internationally will be required to clear
______ and _______ at their first airport of entry into a country.
4. Usually you need to write the inbound flight number, airport
name and other general questions on the ________.
5. The _____________ has information about the purchases you
made and are carrying with you.
6. Cabin crew has to complete forms that document all ______,
______, and ________ merchandise sold on board.
Answer Key
1. All passengers, cabin crew and flight crew are required to
present themselves to immigration and to clear customs upon
arrival into any country (immediately after deplaning). This
applies when you return to your “home” country as well. At
customs and immigration you will present your passport and, if
required, a declaration form where you will document any
pertinent items that you purchased and are carrying with you.
2. Customs is an authority within a country that is responsible for
the movement of people, animals and goods in and out of that
country they also collect duties or taxes on imported and
exported goods.
Immigration authorities monitor people entering and leaving a
country, making sure they have appropriate authorisation to do
so by validating passports or visas. They also apprehend those
who may be wanted by search warrants or who may be
considered dangerous to the country.
3. Customs; immigration
4. Landing card
5. Customs declaration
Lesson Summary
This lesson discussed general information about customs and
immigration in international travel and how it relates to cabin crew
and international travel. You are now aware of the importance of
appropriate documentation for goods and people in regards to
requirements for customs and immigration. You can now also
explain procedures on flights in regards to necessary documentation
for customs and immigration
You can also explain why it is important that cabin crew carry their
passports on every flight, as they will be required to present it upon
entering any country, even their own home base.
MODULE SUMMARY
This module gives an introduction to the types of airlines and
regulatory agencies that make up the airline industry. Lesson 1 of
this module examined the three types of airlines: scheduled and
alliance airlines, chartered airlines and corporate and private jet
travel. Each is different and offers a unique service for passengers. It
is also important to understand the different types of airlines in terms
of cabin crew hiring requirements, standards and scheduling.
Lesson 2 draws out the main regulatory bodies of the airline industry.
ICAO is a specialised agency of the United Nations that sets the
standards for aviation safety, security, efficiency and aviation
environmental protection. ICAO sets the standards that make
aviation safe throughout the world. In addition, every country in the
world with an international airport has some form of regulatory body
that monitors and sets standard within their own countries and for
their own airlines. The main regulatory agencies are the Federal
Aviation Administration (FAA), and the European Joint Aviation
Authorities (JAA). In addition, regulatory agencies often have a Cabin
Safety division, like the CAA’s cabin safety Office, which work to sets
standards for the security of the passengers onboard the aircraft.
This lesson also briefly described IATA and explained its role in the
aviation industry.
In the next module you will have the opportunity to explore the basics
of aircraft, flight and general aviation principles. As cabin crew you
will be spending a great deal of time on aircraft and in the air – it is
very important to have a clear understanding of how it all works.
To prepare for the final exam, complete the progress checks found at
the end of each lesson several times. You know you are ready for
the final exam when you are able to perform the actions listed in the
module and lesson objectives.
MODULE OVERVIEW
As cabin crew you will spend a considerable amount of time in the
air, travelling to many different destinations around the world. You
Module Learning will become a part of an industry that has its own vocabulary and
Objectives ways of communicating. With training and practice this vocabulary
Upon completion of this Module will soon become second nature to you.
you should be able to: This module introduces you to the basics of aviation, so that you feel
• Describe general aircraft more comfortable with the terminology used during initial training and
information and explain how subsequently on the job. To begin with you will become familiar with
they function in relation to the basic components of aircraft and general principles of how they
aviation operations in the air achieve flight. Following those lessons, you will be introduced to the
and on the ground. 24-hour clock, and how it is used in the aviation industry. Finally, you
will learn about the different time zones and how to calculate the time
• Explain basic principles of
difference between the different zones. This skill is particularly
flight.
helpful when travelling as you will find yourself crossing time zones
• Define basic aviation on a regular basis.
terminology.
• Explain how time is kept
around the world and how it
affects international travel.
LESSON OVERVIEW
As cabin crew you will be flying in one main type of aircraft. It is
important for you to know what that aircraft is and what other aircraft
types are used and why. All aircraft must have certain basic parts.
Lesson Learning Your knowledge in describing the types of aircraft, and their basic
Objectives parts and functions are essential to being a successful member of
the cabin crew.
Upon completion of this lesson
you should be able to: The airline industry has many terms that are unique and that you will
• Identify major types of have to use. This lesson includes the terminology that you need to
aircraft and their master efficient conversations with other crew and passengers.
components.
5.1.1 Aircraft Types
• Explain how an aircraft
achieves flight. There are many types of aircraft of various sizes and capabilities,
which are placed in the following 3 categories.
(Source http://encarta.msn.com/text_761556643___35/Aircraft.html)
There are 5 basic parts found in all large or small aircraft. Note that
you may find differences in some experimental aircraft.
The five basic parts of an aircraft are: (1) fuselage, (2) wing, (3) tail,
(4) landing gear, and (5) engine. The wing, fuselage, tail and landing
gear are referred to as the airframe.
1. Fuselage: the body of the aircraft that spans from nose to tail.
The fuselage contains the aircraft controls, the crew, passengers
and cargo. Most large aircraft have a “cockpit” for the crew and a
“cabin” for the passengers. Larger aircraft also have separate
decks (floors) for passengers and cargo.
A wing has other specific parts called the root, tip, leading edge
and trailing edge. Most aircraft wings have moveable control
surfaces that balance the aircraft in flight called ailerons, flaps
and spoilers. Refer to the glossary for more information on these
terms.
Most aircraft have a tricycle landing gear with two main wheel
assemblies under each wing and a third wheel assembly under the
nose. Larger aircraft may have more to support the additional
weight.
The landing gear is fixed or retractable. Most high speed aircraft use
retractable landing gear that is drawn into the wing or fuselage after
take-off.
Learn these two terms carefully: aircraft left and aircraft right. These
are two terms that can sometimes cause some confusion. When you
discuss location of equipment on an aircraft, you will use these terms
from the perspective of the passenger who is in the aircraft and
facing forward.
Some airline training programs may have you use the terms port and
starboard to describe the same thing (refer to the Glossary).
Term Definition
Term Definition
Term Definition
Term Definition
Term Definition
Term Definition
The table below lists the some examples of expressions used by the
cabin crew.
The block out for a flight is After the blocks were removed and
1215, the wheels up time is the aircraft left the gate, the aircraft
1245. taxied for 30 minutes before it was
cleared for take off.
ATC diverted us to LGW Air Traffic control could not allow the
because of fog. flight to land at the originally
scheduled airport because of fog and
the flight was directed to land at
London’s Gatwick Airport.
Phonetic Alphabet
For example saying taxiway C-C might easily sound like T-T over a
radio or other voice communication and be misinterpreted. Saying
“taxiway Charlie-Charlie” avoids that potential mistake.
The chart below will help you associate letters and numbers with the
right English code words. You will notice with the numbers that 3, 5
and 9 vary from their English pronunciation.
A Alfa
B Bravo
C Charlie
D Delta
E Echo
F Foxtrot
G Golf
H Hotel
I India
J Juliette
K Kilo
L Lima
M Mike
N November
O Oscar
P Papa
Q Quebec
R Romeo
S Sierra
T Tango
U Uniform
V Victor
W Whiskey
X X-Ray
Y Yankee
Z Zulu
0 Zero
1 One
2 Two
3 Tree (Pronounced)
4 Four
5 Fife (Pronounced)
6 Six
7 Seven
8 Eight
9 Niner (Pronounced)
As cabin crew you will most likely use these codes to clarify gate or
location information.
Call Signs
Term Definition
Term Definition
Term Definition
Term Definition
Term Definition
Term Definition
Term Definition
RAMP (APRON, TARMAC) The paved area on the field side of the
terminal building where aircraft are parked
to load and unload passengers.
REVENUE PASSENGER Refers to customers who pay full fare for air
transportation
Term Definition
TERMINATING STATION The city where a flight makes its last stop
for the day.
Term Definition
Progress Check
1. List the 4 different uses for General Aviation Aircraft?
2. List the aircraft that cabin crew flies in, who owns this aircraft
type and the main reason why this aircraft is used move
passengers and cargo?
b) The wing’s airfoil shape helps create the force called drag.
f) The landing gear is the only aircraft part that is not referred
to as airframe.
Answer Key
1. Personal transportation, business trips, emergency aid and teach
student pilots to fly.
3. True
4. True
5. a), c), d)
Lesson Summary
In general, aircraft can be placed into the following three categories:
LESSON OVERVIEW
You will be spending most of your working hours in flight. To be the
best at your job, you need to be able to describe how an aircraft take
offs, cruises and lands, turns and travels. While this information is
Lesson Learning interesting to know, there are also very specific times when you will
Objectives be asked specific questions about this before, during and after your
At the end of this lesson you will flights, so it is important to be ready when the time comes.
be able to: Keep in mind that flying an aircraft is different from driving an
• Identify what an aircraft automobile. Unlike turning a steering wheel of an automobile to
needs to take off and land. make a turn a pilot must manage several controls at once to change
• Identify and describe the 3 the direction of an aircraft.
basic movements of an Be prepared to discuss this information when:
aircraft.
1. Testing or completing an airline certification course.
These are the 4 basic forces that help an aircraft take-off, ascend,
cruise, descend and land. These forces describe the theory of
flight.
Did you know? 2. Lift – pushes an aircraft up against the force of gravity. Lift is
Gravity, lift, drag, and created by each wing as it moves through the air. The aircraft is
thrust work together to able to fly when the force of lift exceeds the weight of the aircraft.
make an aircraft fly. These
3. Drag – the natural force of the air that resists forward movement.
forces describe the theory
of flight. 4. Thrust – created by propellers or engines.
Thrust
Lift
Lift
Did you know?
Birds and aircraft use the same
Drag
forces (gravity, lift, drag and trust) Gravity
to fly. The shape of a bird’s wing is As shown in the graphic above, gravity and lift, and drag and thrust
curved the same way as airfoils on work against each other. An aircraft is in level cruising flight, when
aircraft. When a bird glides during lift equals the force of gravity and thrust equals drag.
level flight, it stays in the air just
like aircraft do - its wings provide (Gravity = Lift) + (Thrust = Drag) = Aircraft Flies
the lift. However, birds flap their Picture it… the wind rushes around the wing, which builds lift (see
wings up and down to go higher in graphic). To get more lift, the pilot increases the angle of attack (or
the sky while aircraft use a angle between where the wing is pointing and where it is going) and
combination of control surfaces also lowers the flaps. The aircraft takes off when lift becomes
and powerful engines. greater than gravity. The direction, altitude or speed of the aircraft
(http://quest.arc.nasa.gov/aero/bac changes when one or more of the forces change.
kground/)
Be prepared to discuss the theory of flight when: testing or
completing an airline certification course, customers ask about
how aircraft fly or move, explaining noises or sensations felt
during flight.
Tips
Fin
The fin and rudder make up vertical sections of a tail. The fin stands
upright and does not move and prevents the aircraft from swinging to
the right or left. The rudder is hinged to the fin and can be moved
from side to side. It controls the aircraft during a turn.
The stabilizer and elevator are horizontal surfaces of the tail. The
Did you know? stabilizer keeps the tail from going up and down and keeps the
The 3 basic movements of aircraft at a steady altitude. The elevator is hinged to the stabilizer.
an aircraft in flight are Moving the elevator up or down raises or lowers the nose of the
pitch, roll and yaw. aircraft.
4. Identify each of the four forces in the image below. Graphic: Use
the same one used within the lesson.
5. A wing can produce lift only if it is moving forward through the air.
Forces Definitions
Answer Key
1. Gravity (B), Lift (D), Drag (A), Thrust (C)
2. Lift
3. Drag
4.
Lift Thrust
Lift
Gravity
Drag
5. True
6. True
Lesson Summary
For aircraft to take-off, go up, travel, go down and land, the forces of
gravity, lift, drag and thrust must work together. The pilot uses
controls and powerful engines to make an aircraft fly and bring
passengers safely to their destinations. Noises and sensations
throughout the flight are caused by the gravity, lift, drag and thrust
and can be easily explained to passengers. It is important to be able
to answer passengers questions and concerns about how an aircraft
flies in order to reassure them when they are frightened.
Pilots use control surfaces to move or turn the aircraft. These are:
aileron, elevator and rudder. There are 3 basic movements that an
aircraft can make on its center of gravity: pitch, roll and yaw.
LESSON OVERVIEW
Have you ever taken a very long trip? If you have you may have
crossed through one or more time zones. Knowledge of time zones
will help you to read flight timetables and schedules. Since times
zones use military timing, you may need to help passengers to read
Lesson Learning
schedule or departure times as they travel.
Objectives
As you help a passenger to read his/her travel schedule, you should
Upon completion of this lesson
help him/her to understand that a flight that is seven hours long does
you should be able to:
not necessarily mean that the arrival time will be seven hours later in
• Read time using a 24-hour local time at the destination.
clock.
The International Date Line can also cause confusion among airline
• Define Greenwich Mean passengers. The most troublesome situations usually occur with
Time (GMT) and relate it to short journeys from west to east. For example, to travel from Tonga
the 24-hour clock set at a to Samoa by air takes approximately 2 hours. If a person leaves at
specific time zone. noon on Tuesday, they will arrive at 2 pm on Monday. Meanwhile,
• Define International Date someone in Samoa inquiring about the departing flight may be told
Line and relate it to flight there is no flight until the next day.
itinerary and travel time.
If passengers are not prepared, there could also be confusion when
• Identify standard airport the passenger gains a day by having Monday repeated in his/her
codes used by the airline schedule. Journal entries and photographs may end up out of
industry. sequence, and there could be errors in a person's medication
schedule. In addition, those making connecting flights might choose
the wrong date for the reservation. Be prepared and organised with
your flight schedules so that you may properly assist your
passengers. Keep in mind that all printed airline schedules, tickets
and boarding passes will always show the local time of the departure
and arrival city.
The time difference between 0900 and 1300 is four hours. This is
easily calculated by subtracting the smaller number from the larger
number. This method does not work with the 12-hour clock (9:00am
and 1:00pm).
Conversion Table
Did you know?
24-hour clock 12-hour clock 24-hour clock 12-hour clock
The US is the one place
in the world where the Military Time Regular Time Military Time Regular Time
12-hour system is more
00:00 12:00 midnight 12:00 12:00 pm
common than the 24-hour
clock. A significant number 01:00 1:00 am 13:00 1:00 pm
of US citizens are
unfamiliar with 24-hour 02:00 2:00 am 14:00 2:00 pm
time. 12-hour notation is 03:00 3:00 am 15:00 3:00 pm
used on some airline
tickets in the US even 04:00 4:00 am 16:00 4:00 pm
though the airlines rely 05:00 5:00 am 17:00 5:00 pm
heavily on 24-hour time for
communication. 06:00 6:00 am 18:00 6:00 pm
The next two digits (20) represent the minutes past the hour. Since
military time and regular time use minutes in exactly the same way,
no conversion is required.
Did you know? Assume that you want to convert 3:10 pm. Using the conversion
table, this translates to 15:10.
Worldwide time zones
were established in 1884. 5.3.2 Greenwich Mean Time (GMT) and Time Zones
The meridian of longitude
There are 24 world time zones. You live in one of the 24 time zones
passing through the
and everyone that lives in that zone has the same standard time or
Greenwich Observatory in
local time. Each time zone spans a 15° longitude distance in width.
England was chosen as
The starting point for the time zones is at 0° and is located at the
the starting point for the
Greenwich Meridian, in London, England. The mean solar time at the
world's time zones. This
Greenwich meridian is traditionally known as Greenwich Mean Time
Greenwich Meridian, a
(GMT) or Greenwich Civil Time (GCT).
North-South line also
called the prime meridian, World time zones
has a 0° longitude, and all
other meridians of
longitude are numbered
East or West of it.
If you travel East of Greenwich, the time becomes one hour later with
each time zone entered. Moving to the West, the time becomes one
hour earlier with each zone.
There are many abbreviations that are used instead of GMT, such as
GCT, UTC, Z or “Z Time”. These abbreviations all refer to time at 0°
longitude or at the prime meridian. Universal Time Coordinated
(UTC) is the international time standard. It is the current term for
what is commonly referred to as Greenwich Meridian Time (GMT).
As a result, the current abbreviation being used is UTC/GMT.
Did you know? Zero (0) hours UTC is midnight in Greenwich England, which lies on
the zero longitudinal meridian. Universal time is based on a 24 hour
GMT is defined by the clock therefore afternoon hours such as 4 pm UTC are expressed as
rotation of the earth. In the 16:00 UTC (sixteen hours, zero minutes).
1940's, experts began to
realise that time based on Daylight Savings Time (DST)
astronomical Daylight Savings Time (DST), or summer time as it is called in many
measurements was not countries, is a way of getting more out of summer days by advancing
completely smooth, since the clocks by one hour during the summer only. During Daylight
the earth slowed down and Savings Time (DST), the sun sets and rises one hour later than
speeded up in an irregular standard time. Not all countries use DST.
fashion.
To make DST work, the clocks have to be adjusted manually one
hour ahead when DST begins (during spring), and adjusted back one
hour to standard time every autumn. There are many countries that
use DST, and many who do not. Is DST always 1 hour ahead of
normal time? Currently it is mostly 1 hour ahead of normal time. In
the past adjustments of 20, 30, 40, and also 120 minutes have also
been used.
DFW 05/15/2006
1441 JFK 05/15/2006 8:17 (EST)
11:05 (CT – US)
DFW YUL
802 05/15/2006 13:16 (CT - US) 05/15/2006 17:40 (EDT)
JFK
1165 05/15/2006 09:50 (EDT) MIA 05/15/2006 12:50 PM (EDT)
05/13/2006 05/13/2006
061 BKK LHR
7:45 (CXT) 11:10 (UTC)
05/20/2006 05/21/2006
317 LHR SIN
12:00 (DST) 7:45 (AWST)
05/13/2006 05/13/2006
061 ZNZ NBO
16:30 (EEST) 18:00 (EEST)
05/20/2006 05/21/2006
317 LHR SIN
12:00 (DST) 7:45 (AWST)
Go see:
http://www.timeanddate.com/worldclock/
http://wwp.greenwichmeantime.com/info/timezone.htm
Answer Key
1. The starting point for the time zones is at 0° and is located at the
Greenwich Meridian, in London, England. The mean solar time at
the Greenwich meridian is traditionally known as Greenwich
Mean Time (GMT) or Greenwich Civil Time (GCT).
The sun travels over 15° of 3. a) June 1, at 1900; b) June 2; c) 12 hours 45 minutes
the earth's surface each
hour. For each 15° east of
Greenwich, the time is
advanced one hour. For
each 15° west of
Greenwich, the time is set
back one hour. At
longitude 180° East, the
time is 12 hours more
advanced than Greenwich
time. At longitude 180°
West, the time is 12 hours
behind Greenwich time.
Lesson Summary
The 24-hour Clock is also referred to as military time (US and
Canada), continental time (UK) and international standard notation of
time. In military time, hours are numbered from 00 to 23, for example
00:00 refers to midnight. There are similarities and differences
between standard and military time. As a member of cabin crew, you
will use the 24-hour clock to help passengers read flight timetables
and schedules.
There are 24 world time zones. The starting point for the time zones
is at 0° and is located at the Greenwich Meridian. Time zones and
the 24-hour clock work together closely. For example, if your flight is
at 07:00:00, lasts 12 hours and crosses three time zones, you will not
necessarily arrive at 19:00:00 on the same day.
LESSON OVERVIEW
Codes are an integral part of the airline and travel industry. They
streamline communication and help to clarify locations. As cabin
crew you will become familiar with location identifiers (airport codes)
and airline designators (airline codes). Each code is used to identify
a specific airport or airline and helps maintain efficient
Lesson Learning communication throughout the airline industry.
Objectives
Upon completion of this lesson 5.4.1 World Airport Codes
you should be able to: Finally in order to accurately use time zones, you will also need to
• Explain why airport and know and use airport codes. While there are 2 airport coding systems
airline codes are important to in the airline industry, the most commonly used is the 3-letter IATA
the airline industry. code. These codes help to differentiate several airports within the
• Identify the 3-letter airport same city and helps maintain efficient communication throughout the
codes of some of the major airline industry.
airports. While there are thousands of city codes, you will become familiar
• Identify the 2-letter airport with the codes of the major cities of the world and the cities that your
codes of some of the major airline serves.
scheduled airlines.
It is important to know that some cities have more than one airport
and many airlines provide service to more than one airport in a city.
The letters and numbers used do not necessarily match the name of
the city or place.
IATA defines and assigns the codes and they are published tri-
annually. There are more than 17,000 codes that identify airport
locations, cities, bus and train stations and harbors and ports.
City codes identify a metropolitan area but that area may have
several different airports each with their own airport code. For
instance the city code for London, England is LON and as you saw in
our previous example, there are several airport codes for the London
metropolitan area. NYC is the city code for the New York
metropolitan area and JFK, LGA, ISP and HPN are all codes for
airports in the New York area.
y British Airways: BA
y Air France: AF
y Air Canada: AC
y Emirates: EK
ICAO also has an airport and airline coding system that is less
familiar to the general public and is used by air traffic control and
flight planning. These are three and four letter alphanumeric codes.
As a cabin crew, you will use the IATA airport codes to read airline
timetables, reservations, and baggage handling documentation and
your flight schedule. Airline codes appear on tickets, flight information
screens and baggage tags.
Progress Check
1. Using the information on the web site, http://www.world-airport-
codes.com/ identify the city codes below:
JFK _____
DFW ______
MIA _____
NBO _____
YUL _____
SIN _____
BKK _____
LHR ______
2. Using the same web site, identify the three-letter airport codes of
cities you would like to visit and/or work in.
___________________________________________________
___________________________________________________
___________________________________________________
___________________________________________________
a) What is the date and time in SIN when you depart LHR?
June 1, at 1900.
Answer Key
1. JFK (New York), DFW (Dallas), MIA (Miami), NBO (Nairobi), YUL
(Montreal), SIN (Singapore), BKK (Bangkok), LHR (London)
3. a) June 1, at 1900
b) June 2
c) 12 hours 45 minutes
MODULE SUMMARY
Now that you have completed Module 5 you can describe general
aircraft information and explain how they function in relation to
aviation operations in the air and on the ground. You have also
become familiar with basic aviation terminology that will become part
of your vocabulary as a member of a cabin crew.
To prepare for the final exam, complete the progress checks found at
the end of each lesson several times. You know you are ready for
the final exam when you are able to perform the actions listed in the
module and lesson objectives.
MODULE OVERVIEW
Each flight has a team that includes the members of the cabin crew
and the flight crew. This module describes in detail the role and
Module Learning responsibilities of the flight crew and cabin crew and discusses the
Objectives relationship between the entire team.
Upon completion of this Module It is essential that all members of the flight and cabin crews function
you should be able to: as a team and coordinate all of the everyday operations. In order to
• Describe how a crew ensure an efficient and safe flight, the entire team must be able to
functions as a team and the communicate with each other effectively and understand each other’s
coordination and roles and responsibilities. As cabin crew you will have to work
communication involved in closely with all of your crewmates. Good communication skills are
everyday operations. essential for good teamwork.
LESSON OVERVIEW
In order to understand how a member of the cabin crew fits into the
team, you must first get to know all the members of the entire team.
The flight crew includes the captain (or commander) and the co-pilot
Lesson Learning or first officer. The leader of the cabin crew is the purser or in-charge
Objectives flight attendant. In some airlines this position is also known as senior
cabin crew, lead or #1 flight attendant. In this course we refer to this
At the end of this lesson you will
person as the purser or senior cabin crew.
be able to:
• Explain the roles and The number of cabin crew on a particular flight depends on the size
responsibilities of crews in: and type of the aircraft. Regulations require a minimum crew
(the minimum number of cabin crew required to operate the flight).
• The coordination and
Airlines will sometimes add cabin crew based on the number of
communication of important
passengers on board and the service level required for the flight.
information.
• Following procedures prior to The captain is completely in charge of the entire team as well as the
and during flights. passengers. The captain is responsible for and has authority over
everything that happens on an aircraft before, during and at the end
of a flight. As a member of the cabin crew you will take your orders
and assignments for each flight from the purser who then reports to
the captain.
Chain of Command
The captain is in charge of all crew and passengers. The first officer
or Co-pilot is the second in command. The purser or in-charge flight
attendant is the leader of the cabin crew. Each of these individual
has specific roles and responsibilities within the chain of command.
Captain / Commander
In addition to flying the aircraft, while on duty, the captain has full
control and authority over the operation of the aircraft as well as over
all other crew without limitation. The captain is in full command of the
aircraft and crew and all orders and directions must be followed even
though they may be at variance from written procedure. This is a
tremendous responsibility that requires the captain to be highly
trained and very experienced. He or she must log thousands hours of
flying time, pass many written and practical tests and have his or her
performance evaluated regularly.
The captain has to be prepared for any situation that might arise
while in control of the aircraft. In an emergency that requires
immediate decision and action the captain will follow procedures and
take the action he or she deems necessary under the circumstances
to ensure the safety and well-being of the passengers. It is the
responsibility of the cabin crew to follow the instructions of the
captain.
As cabin crew, you will need to coordinate with the rest of the team.
In order to do this effectively you must be very familiar with the roles
of each member of the team. There are many tasks performed by
the cabin crew before and during a flight as well as in preparation for
landing. At one time or another you will be required to perform all of
these duties so it is important that you are familiar with them. This
Key Learning Point lesson describes the duties of all members of the cabin crew and
discusses communication among cabin and flight crews. Therefore,
In order to be an effective you must be clear on what your roles and responsibilities are as an
member of the cabin crew it individual. You must also know how to work with a team to handle
is essential that you the routine as well as the unexpected.
understand your role and
responsibilities as an Senior Cabin Crew or Purser
individual. You must also be The senior cabin crew is usually the designated leader of the cabin
able to work with a team to crew and takes orders directly from the captain. This position is also
handle the routine as well as referred to in the industry as the purser, in-charge flight attendant,
the unexpected. lead flight attendant or #1 flight attendant. This position often comes
with additional training in the areas of leadership, company policy
and procedure and other skills to qualify someone for the additional
responsibility. The senior cabin crew is responsible to lead the cabin
crew and ensure safety and excellent customer service. He or she
also makes sure that company policy is followed during the flight.
The senior cabin crew coordinates, completes and prepares
important paperwork for customs and duty-free and prepares reports
y An ill passenger
Progress Check
1. List the different flight crew and their ranks.
3. The senior cabin crew member is the _____ of the cabin crew
and takes orders directly from the ______.
Answer Key
1. Pilot-captain/commander, co-pilot /first officer
2. The captain is the pilot and is solely responsible for the operation
and safety during that specific flight. He or she is the team leader
and has full authority over everything and everyone on his or her
flight.
3. Leader; captain
Lesson Summary
Each flight has a flight crew and a cabin crew. The flight crew
includes the pilot and co-pilot. The pilot is also the captain or
commander and he or she has complete authority for his/her
assigned flight. Pilots are responsible for all crew, passengers and
equipment. The co-pilot, also known as the first officer, has specific
duties during the pre-flight preparations and usually flies the aircraft
during one leg of the trip. The captain conducts a crew briefing prior
to all flights in order to share information among the flight and cabin
crews. The cabin crew, led by the senior cabin crew, also known as
the purser or in charge flight attendant, has many duties to perform
before and during a flight. It is very important that each member of
both crews fulfill their required responsibilities in order to prepare the
aircraft and to ensure a safe and efficient flight.
LESSON OVERVIEW
This lesson focuses on the specific responsibilities of the cabin crew
before take off and in preparation for landing. In order for flights to go
Lesson Learning
smoothly and in an orderly manner, the cabin crew must pay
Objectives
attention to every detail of the necessary preparations.
At the end of this lesson you will
There are many tasks that have to be performed in order to prepare
be able to:
for each stage of a flight. Many of these tasks also impact the
• Describe the role and readiness in the event of an emergency, making it extremely
responsibilities of the flight important that every member of the cabin crew complete all expected
crew and purser in pre-flight tasks. The cabin crew is busy from the minute they arrive at the
cabin crew briefings. airport, 1-2 hours prior to departure, with the following:
• Describe the duties of the
y Pre-flight crew briefing
cabin crew in pre-flight
preparations, boarding, y Pre-flight preparations
during flights and in
y Flight preparation
preparation for landing.
y Boarding process
y Destination weather
y Flight time
1A: K. Tom
2A: T. Bauder
2B: J. Reilly
1B: (yourself)
Flight: 171
Departure: 1615
Arrival: 1830
Captain Ross reviews that the flight time will be 1 hour and
15 minutes.
He informs the crew that the departure weather is: cloudy, windy,
temp 12°C – turbulence on take off and first 15 minutes of flight and
cabin crew should remain in their jump seats until advised by the
captain. Captain Ross indicates he will make an announcement after
take off to passengers about the anticipated turbulence and that he
has asked the cabin crew to remain seated until advised.
Task Assignments:
Special Requests:
The crew has the opportunity to ask questions and as soon as the
aircraft is ready, you will board and begin flight preparations.
Once the briefing is complete, the cabin crew will go to their assigned
duty positions/stations and complete the pre-flight duties that pertain
to their area of responsibility and prepare for the flight.
When the flight crew reports to the airport, they begin to gather
important information about the flight, including the weather, the
number of passengers and a list of the other cabin crew. They also
prepare the flight plan and file it with air traffic control.
or if they are not safety related repairs then these items may be
addressed at a later time (deferred). For example, if a passenger
seat may not be functioning properly (it does not recline or does not
stay in the upright position) the seat may be “blocked” from
passenger use if the flight is not booked to capacity. The flight can
take off without endangering the passengers and the seat can be
repaired when there is more time between flights. This way, the flight
is not delayed unnecessarily. Every aircraft has a list of equipment
that must be in working order on the aircraft for it to operate. This list
is called the Minimum Equipment List (MEL) and equipment that
requires repair or replacement cannot be deferred and must be
repaired or replaced before the aircraft can fly again. This list is a
regulated document that requires compliance by the airlines and
covers everything from the highly technological equipment that flies
the plane to the emergency medical kits that are required to be on
board. The most important thing to remember is that a captain will
not operate an aircraft that is not airworthy – or capable of being
operated safely.
While the flight crew is conducting the checks of the cockpit and
exterior of the aircraft, they rely on the cabin crew to be doing the
same with their assigned areas in the cabin. The purser or senior
cabin crew will confirm that all pre-flight emergency equipment and
required security checks have been completed. They also need to
confirm whether or not there are issues to be resolved, for example,
broken or missing emergency equipment or galley units that are not
functioning properly.
y Security checks
y Galley checks
When passengers check in for the flight, they are asked a series of
questions to confirm that they meet the requirements. Generally,
these passengers are given documentation with the necessary
information describing the requirements and their responsibilities in
the event of an emergency. However, the cabin crew must always do
a final assessment on board before the flight departs to confirm
passengers meet these requirements. If a passenger does not meet
the criteria and requirements to sit at an exit row then they must be
reseated somewhere else. The exit row seats do not have to be
occupied. More importantly, someone who does not fit the necessary
criteria to assist in the event of an emergency must not occupy an
exit row. Once the exit row seating is confirmed the information is
then communicated and verified with the senior cabin crew Member.
Finally, the senior cabin crew will wait to receive confirmation that
appropriate cabin and galley checks are completed and then will
advise the captain that the cabin is secure. The doors will not close
or the aircraft cannot be moved until this verification has been
received by the captain.
important to remember that this may be the only time passengers will
get any information on emergency procedures if a situation occurs
suddenly on take-off or landing. The passenger safety briefing should
be taken seriously and done with professionalism. The lives of
everyone on board may depend on the passengers being able to
follow safety procedures in the event of an emergency.
y Smoking regulations
y Location of life vests and other survival equipment and their use
Once the safety briefing is complete, the cabin crew will walk through
the cabin to answer questions and complete any needed cabin
preparations for take-off. The cabin crew is then required to
be seated in their assigned jump seats for taxi – as well as for all
take-off and landing phases of the flight.
4. Aircraft ready for pushback (moving the aircraft from the gate to
the runway).
5. Takeoff.
During the flight the cabin crew will continue to monitor the cabin,
galleys and lavatories regularly, looking for anything that may pose a
risk to the aircraft or the safety of the flight. Special attention is paid
to lavatories because someone may have tampered with a smoke
detector or may attempt to smoke in the lavatory. Smoking is
prohibited in most flights today, and smoking in a lavatory is
particularly dangerous.
The cabin crew also regularly monitors the passengers’ safety and
well-being. They make sure that the passengers are using seatbelts
and are following the instructions given by the captain or cabin crew.
y Aisles are clear of luggage or other items and the floor in front of
emergency exits is clear.
The senior will advise the captain the cabin is ready for landing and
the cabin crew will return to their assigned jump seats. Once the
flight has landed and the aircraft has arrived at the gate, the cabin
crew may prepare the exits for arrival. A designated member of the
cabin crew then opens the main aircraft door and the passengers are
allowed to deplane (get off the aircraft).
Progress Check
1. Explain briefly why the crews are required to report to the airport
at least an hour before departure.
a) Weather
b) Flying conditions
5. One of the most important duties you will have as a crew is the
___________.
Appropriate Inappropriate
Appropriate Inappropriate
Answer Key
1. During this time you can pick up important mail, verify that you
have all the latest manual revisions and bulletins that pertain to
company policy and procedure. This is important because there
could be a new regulation to follow or a change in the flow of
service for a particular flight. It is also important to arrive at your
assigned report time prior to a scheduled flight so that you can
attend a crew briefing.
6. y Security checks
y Galley checks
y Smoking regulations
Lesson Summary
The lesson focused on the specific responsibilities of the cabin crew
before take off and in preparation for landing. Many of these tasks
also impact the readiness in the event of an emergency, making it
extremely important that every member of the cabin crew complete
all expected tasks. You had the opportunity to become familiar with
the many tasks that have to be performed in order to prepare for
each stage of a flight including:
y Pre-flight preparations
y Flight preparation
y Boarding process
In the next lesson, you will learn more about the roles and
responsibilities of the flight and cabin crew. Each member of the flight
and cabin crews has specific duties during pre-flight preparations,
boarding, before take-off and before landing.
LESSON OVERVIEW
Now that you are familiar with the duties performed by a cabin crew
you are ready to learn a tool used to manage communication and
Lesson Learning resources during both routine and emergency situations during a
Objectives flight.
Upon completion of this lesson During the 1970s, aviation accident investigators discovered that
you will be able to: more than 70% of air crashes involve human error rather than
• Describe Crew Resource failures of equipment or weather. In further research, NASA found
Management (CRM) as an that the majority of the errors resulted from failure in leadership, team
effective communication and coordination and decision-making. The aviation community
situational awareness tool responded by turning to psychologists to develop training for flight
during routine and crews focusing on the elements that were lacking. Initially, this
emergency situations. training was known as Cockpit Resource Management and was
designed for the flight crews. The focus has expanded to include
• List the interpersonal skills
cabin crews and others who are a part of the safe operation of a
required for effective
flight. It is now called Crew Resource Management or CRM.
teamwork.
Using CRM takes into account human factors and their impact on the
• List and describe various
error chain. Its application is very important in day-to-day operations
types of obstacles for
and therefore it is very important that all members of the flight and
effective crew performance.
cabin crew understand what it is and how it is used. CRM is based
• List the strategies to remove on the ability to communicate effectively, which is essential to
obstacles for effective crew teamwork and handling of information and resources. Once hired
performance. you as cabin crew will attend CRM training on a regular basis.
• Identify key elements of
CRM and explain its
importance in day to day 6.3.1 Communication, Interpersonal Skills and Handling
operation. Information
• Explain the importance of Effective Communication
crew cooperation and
Working as a crew brings together individuals from diverse groups
teamwork in order to function
who may not share common norms, values, or vocabularies but who
smoothly under difficult
do offer unique expertise, insights, and perspectives. Many factors
circumstances.
affect how well a team communicates and works. Some of these
factors include conflicts, workload, stress and group interactions.
Your interpersonal skills are a key contribution to successful
teamwork even when faced with difficult group dynamics or stressful
situations. Some of those skills include:
y Making the best decisions for the situation at hand rather than
striving to be right.
y Fatigue
y Workload
y Stress
y Cultural differences
y Fear
y Bias
y Language barriers
y Poor communication
As cabin crew, you must develop the necessary skills and become
aware of the factors that interfere with good teamwork and
communication. You should evaluate how the factors mentioned in
the previous list impact your ability to perform as cabin crew.
y Balanced participation
y Good leadership
y Motivation
efficient and safe operations and also what barriers might impact that
effective performance.
Progress Check
1. Define CRM and what it is used for.
Answer Key
1. CRM is the effective use of all available resources (equipment,
procedures and people) to achieve safe and efficient flight
operations. CRM helps to avoid human error and to stop errors
and their consequences before they occur. CRM is also used to
minimize and effectively handle the consequences when they do
occur.
7. Flight crew
Lesson Summary
Now you are be able to describe CRM, a communication and
situational awareness tool used during routine and emergency
situations. You are also able to identify key elements of CRM and
explain its importance in day-to-day operations. You can also explain
the importance of crew cooperation and teamwork in order to
function smoothly under difficult circumstances. In addition, you
have also learned about the different skills needed for team
coordination and communication and the barriers to a successful
crew performance.
MODULE SUMMARY
In this Module, we discussed how all members of the flight and cabin
crews function as a team and coordinate all of the everyday
operations. In order for the flight to go smoothly and to ensure an
efficient and safe flight, the entire team must be able to communicate
with each other effectively and understand everyone’s roles and
responsibilities. In addition, this module introduced you to the Crew
Resource Management, a tool used to ensure effective crew
performance and to prevent human errors during flights.
To prepare for the final exam, complete the progress checks found at
the end of each lesson several times. You know you are ready for
the final exam when you are able to perform the actions listed in the
module and lesson objectives.
MODULE OVERVIEW
When a passenger is satisfied with the customer service that you
have provided, this looks good for the airline and for the members of
cabin crew. In this module you will be able to identify customer
Module Learning service tips and techniques to make a passenger feel like a valued
Objectives guest. If you can perform your duties as cabin crew efficiently and
still maintain a good rapport with the passengers you will succeed.
At the end of this Module you
should be able to:
• Explain how a cabin crew
member can make a
passenger feel like a valued
guest.
• Describe the impact of good
customer service on the
airline, on flights and on
cabin crew members.
LESSON OVERVIEW
As a member of cabin crew, there are many opportunities to provide
excellent customer service. Think about your passengers as your
guests and treat them with respect.
Lesson Learning
Focus on tasks that will help your customers have an excellent flying
Objectives
experience. Use the tips and checklists in this lesson to deliver
Upon completion of this lesson excellent customer service every time – you can take comfort in
you should be able to: knowing that your work and attention will be noticed.
• Identify ways to show
hospitality to passengers.
• List ways to ensure comfort
and safety of passengers
before and during a flight.
• List ways to make a
passenger feel like a valued
guest.
• Identify strategies to
establish trust between you
and the passengers.
Imagine that….
You are getting ready for a party at your house. You plan your party
based on what you know your guests will enjoy. In the same way,
customer service is not about one interaction but a combination of
things done well. As you prepare to interact with passengers, think
about them as your guests. With this mindset, you will have the skills
you need to be an excellent service provider.
3. Assurance – how well you know the airline and its products.
(Product OR
Knowledge)
Currently, we have an
agreement with a
codeshare partner
that provides service
in cooperation with
our frequent flyer
program.
Use this checklist in the following two ways to help you provide
excellent customer service.
1. As you prepare for your flight – review the list to be ready for
your passengers.
2. After your flight – review which tasks you did well and which
tasks you need help with.
Did well Need help Tasks to help you deliver excellent customer service
Ƒ Ƒ Describe the tasks required to perform your job safely and with skill
Did well Need help Tasks to help you deliver excellent customer service
Walk through the cabin to offer assistance before and during the
Ƒ Ƒ
flight
Ƒ Ƒ Be honest
Ƒ Ƒ Listen
Ƒ Ƒ Take responsibility
Progress Check
1. List 3 ways to show hospitality to passengers.
3. What are the 5 elements of quality that customers use (in any
business) to evaluate service?
A B
a) A passenger is
afraid of flying…
b) The flight is
delayed…
d) A baby is crying…
e) The other
passengers are
noisy…
Answer Key
1. Greet them with a smile, listen to them when they speak to you,
offer them a pillow and blanket (if available), ask them if they
need anything.
Lesson Summary
Providing customer service is very similar to throwing a party!
Customer service is not about one interaction but a combination of
things done well. As you prepare and interact with passengers, think
about them as your guests. With this mindset, you will have the skills
you need to be an excellent service provider.
There are 5 elements of quality (service) that customers use (in any
business) to evaluate service and everything you do, every single
day on every flight: reliability, responsiveness, assurance, empathy
and tangibles.
MODULE SUMMARY
When a passenger is satisfied with the customer service that you
have provided, this looks good for the airline and for the members of
cabin crew. Use the customer service tips and techniques presented
in this module to make a passenger feel like a valued guest.
To prepare for the final exam, complete the progress checks found at
the end of each lesson several times. You know you are ready for
the final exam when you are able to perform the actions listed in the
module and lesson objectives.
In the next module you will learn about an important skill that is linked
to providing good customer service, that is, managing passenger
interactions.
MODULE OVERVIEW
In this module you will acquire knowledge on how to manage
passenger interactions efficiently. There are many different things
Module Learning that you can do to help passengers feel they are being cared for
Objectives during a flight. The key is in how well you observe what is going on
At the end of this Module you around you and how you communicate back to the passengers.
should be able to:
• Identify different ways of
managing passenger
interactions in a variety of
circumstances by using
appropriate verbal and non-
verbal communication.
LESSON OVERVIEW
Whether a passenger requests help or not, there are many
opportunities available for helping passengers before, during and
Lesson Learning
after a flight. In this module you will learn how you can use your
Objectives
observation and listening skills to identify an opportunity to help a
Upon completion of this lesson passenger, assess what the best action is for the passenger based
you should be able to: on your observation, how to act on the opportunity, and then ask for
• Explain how the cabin crew feedback. The more opportunities you take, the quicker you will learn
can care for passengers how to successfully manage interactions with your passengers to
before, during, and after a improve their travel experience and make them feel that they are well
flight. taken care of.
y Offer assistance.
You notice someone who is visibly Offer a tissue and a glass of water.
upset or crying and looking out the
window.
You overhear a woman saying that Introduce yourself to the first time
this is her first flight. flier, ask if she has questions and
tell her about the airplane.
You see a young woman trying to Approach the woman and ask
maneuver two small children and which seats she has been assigned
multiple bags down the aisle. and offer to assist her with the
bags.
Progress Check
As cabin crew focused on customer service, you will be required to
assist passengers throughout the flight.
1. List two simple actions that establish trust and reveal customer
care.
2. List two other actions that are not listed in this lesson that you
can do to establish trust with your passengers.
Answer Key
1. Make eye contact and smile: this non-verbal behaviour
establishes trust and shows that you care.
2. Other actions that you can take are: 1. Use a gentle soft tone of
voice, 2. Ask for the passenger’s name and use it as you speak
to the passenger, 3. Nod as the passenger is speaking to show
that you are listening and then repeat what the passenger just
said to confirm that you have understood.
3. Crying and looking out of the window, unable to find their seat,
having trouble placing bags in the storage compartments or
trying to settle in with two small children.
Lesson Summary
Whether a passenger requests help or not, there are many
opportunities available for helping passengers before, during and
after a flight. Use your observation and listening skills to identify an
opportunity, assess what the best action is for the passenger based
on your observation, act on the opportunity, and then ask for
feedback. The more opportunities you take, the quicker you will learn
how to successfully manage interactions with your passengers to
increase their travel experiences.
LESSON OVERVIEW
Rules and regulations in the airline industry exist to keep people
safe. Cabin crew have many regulations and procedures they must
Lesson Learning follow and enforce to maintain the safety of a flight. However, it is
Objectives important to remember that as you do this you must also maintain
good customer service. After all, your responsibilities involve
Upon completion of this ensuring the safety and comfort of your passengers. Remember,
lesson you should be able to: happy customers will keep coming back! This lesson will provide you
• Distinguish between giving a with tips and techniques to help you enforce the necessary
command and making a regulations and procedures while maintaining good customer service.
request, and determine in
Providing Safety with Service
what circumstance each is
appropriate. As you follow and enforce the required safety and security
procedures keep in mind that your focus is to “provide safety with
• Describe how you give a
service”. That is to say, your courteous behaviour will encourage
command in a manner that is
your passengers to follow the safety rules and procedures without
not threatening or rude.
having to impose it on them in an authoritarian manner. Your goal is
to be professional and helpful as you explain or enforce safety
procedures. In other words, avoid sounding rude or threatening. To
help you with this, you will find in the following table, a list of words
and phrases to avoid and words and phrases that are service
minded. Use a calm, gentle voice and always maintain eye contact
for these words and phrases to work with your passengers.
I can’t...
While this seems easy enough, there will be times that you will forget
these tips. As you travel more often, you will become so familiar with
procedures, that it may be hard for you to understand why
passengers “just don’t get it”. Since the aircraft is your home and
environment and because you understand the safety implications of
not following prescribed procedure, your good intentions to make
things safe can easily be taken as offensive, forceful or rude. In these
moments, it is important to have some empathy. Your passengers
may be new to flying or may not fly very often and others may be
thinking of their work or families. Since you are so familiar and have
respect for safety and procedure, it is a good idea to remind your
passengers of the things they must do to ensure their safety as you
help them feel comfortable in an environment that is not their usual
one.
What can you do when a passenger raises objections and does not
want to comply with a common safety rule, in a non-emergency
situation? Follow these simple steps to help you.
y Use service minded words and phrases to explain why the rule
or procedure needs to be followed.
The more practice and exposure you have to objections the better
you will be at handling difficult passenger interactions.
Turn off their cell Mr. Von, I realize you You are breaking a rule;
phone... may be on an important your cell phone must be
call but it would be best if turned off.
you end it shortly as cell
phones should be turned
off at this time.
Buckle their seat Miss Stein, You may not We’ve announced
belt... have noticed the seat belt several times that your
sign has been turned on, seat belt has to be
we’ll be experiencing fastened.
turbulence for the next
few minutes, let’s fasten
your seat belt for your
comfort and safety.
Calm down... I see you are upset, how You are being irrational
can I help you? and I can’t understand
what you are taking
about.
Progress Check
1. Identify if the following are words and phrases to avoid or words
and phrases that are service minded (See answers in the table
below)
Answer Key
1. Service minded, avoid, avoid, service minded, service minded.
Lesson Summary
The easiest way to get people to follow safety rules and procedures
is to build trust first. Use the strategies presented in the previous
lessons to build trust and you will see it will be much easier to get
your passengers to respect you as you explain and enforce the
safety rules and procedures. The language you use will also
influence how people perceive you. Remember to “provide safety
with service” as you manage passenger interactions.
LESSON OVERVIEW
When passengers are exposed to high stress, frustration, or fear,
they can experience the “fight or flight” reaction. In fact, this is a
common reaction for many people, and you may also find yourself
Lesson Learning
reacting in this same way. As cabin crew you need to be prepared for
Objectives
this reaction and be able to respond in an effective and appropriate
Given a scenario you will be able manner. You also need to recognize this reaction in yourself, so you
to: can avoid it. It is your responsibility to remain calm and help the
passengers remain calm in high stress situations such as
• Identify the “fight or flight”
emergencies. This lesson will explain what causes this fight and
reaction in individuals and
flight reaction and how to respond to it appropriately.
state how you would
respond.
Distract the passenger to calm A distraction helps the angry Bring the passenger to a different
them down. passenger to change their location: Ask them to come with
focus. Once this occurs you you to the galley so you can talk
can help them calm down and or get them to a location where it
focus on something new. will be quiet. You can say, “I see
that you are upset, let’s go up
front to the galley where its quiet
and we can talk.”
Have empathy to gain trust. When you place yourself in the Take a moment to place yourself
passenger’s shoes, you may in their point of view. This
be able to understand what technique sounds simple but
they are going through. This requires a lot of practice for you
helps to build trust and the to do it properly and without
passenger will gain respect. thinking. You must be calm and
aware of the passenger’s anger
when you try this.
Respond to show that you are After you calm the passenger Respond respectfully.
listening. down, listen to them and
Avoid blaming the passenger.
explain to them what you have
heard, it is time to try to have a Use “I” instead of “you”
discussion with them to move statements. For example, “I
them out of the “fight” mode. would like to have a great flight
The angry passenger wants today”, do not say “you cannot
you to help them and so it is have a good flight today if you
your responsibility to try to fix don’t calm down.”
the situation as best as you
Respond respectfully and take
can and within your limits.
responsibility – while you are not
accepting blame, you are
recognizing the other person’s
situation, their emotions, and the
inconvenience.
y Boarding a flight to find out that there is no room for their carry-
on luggage and it must be checked (tagged and carried in cargo
and claimed at baggage claim at their final destination).
y Fear of Flying
y Turbulence
The strategies for handling these situations are the same as what
you would use when interacting with passengers in the “fight” mode.
You basically want to change their focus and get them back into their
rational state of mind so that the things you are telling them register
in their mind and they calm down naturally. Approach them with care
and gain their trust, empathize and reflect their feelings.
Success with the Gentle Art of Verbal Self Defense. Suzette Haden
Elgin. 1989.
http://customerservicezone.com/products/defusing-chapter2-4.htm
Progress Check
1. List strategies the cabin crew should follow to deal with resolving
a situation where a passenger becomes angry and calming the
passenger down.
a) Passenger is screaming.
Answer Key
1. Stay calm, show empathy, confirm that the passenger is angry,
listen to the passenger, show passenger that you are listening
don’t argue or become sarcastic.
c) Make eye contact, listen and apologize for the situation. Ask
questions to search for solutions that might be acceptable to
the passenger. (Window seat with an empty seat next to it,
being seated in a bulkhead row or near an emergency exit
may offer more legroom even though it’s not an aisle seat.
Lesson Summary
The “fight or flight” reaction is a set of processes that occur in the
body when confronted with some form of physical or mental stress.
When either “fight” or “flight” modes occur, the passenger needs to
be calmed down and listened to, before you can start to address the
situation. Remember that passengers want you to fix their problem.
While this may not always be possible, you can do something for the
passenger to let them know that you understand their situation and
will do what you can to help them. By recognizing what the
passenger wants or needs and providing for them, you can have a
significant impact on the degree of anger and frustration directed at
you.
LESSON OVERVIEW
Not everyone has a fear of flying. In fact, most people see flying as
just another means of transportation, like taking the train or driving a
car to get from one place to another. However, since individuals are
Lesson Learning diverse and unique, there are some that have serious fears when it
Objectives comes to flying. Travelling by airplanes can certainly be a terrifying
experience for some passengers who are unable to cope with their
Upon completion of this lesson
anxiety. Some people are afraid without ever having flown in an
you should be able to:
aircraft; however, others have developed fear of flying as a result of a
• List symptoms associated traumatic event.
with fear of flying.
Learning how to cope with fear of flying is of great importance to your
• List the factors linked with
profession as cabin crew. As cabin crew you will often encounter
fear of flying.
passengers that are fearful of flying. In these circumstances you
should try to give them comfort and assure them that flying can
actually be a pleasant experience. By familiarizing yourself with the
factors that contribute to the fear of flying, you will be better equipped
to comfort the passengers. In this lesson you will learn about the
symptoms of fear of flying as well as some possible solutions.
Fear of Flying
As cabin crew you will be prepared and the reasons are two-fold:
Firstly, you will be able to help comfort passengers on board who
may suffer from a fear of flying. Secondly, you will learn ways to help
cope with your own fears about flying. This lesson explains the fear
of flying and how to cope with it. Understanding the fear of flying is
essential in being able to help someone who exhibits this fear.
Recent world events and terrorism have increased the fear of flying,
even though statistically, it is safer than ground travel. In fact, flying is
considered to be one of the safest forms of transportation - traveling
by air is 29 times safer than driving an automobile.
Factors that contribute to a fear of flying are most often not even
related to flying. All these factors are different, but when combined
together, they can lead people to experience severe anxiety towards
flying. The following are the main factors that contribute to an
individual’s phobia of air travel:
People who fear flying are usually also afraid of heights. Being
thousands of meters above the ground can certainly generate a
sense of uneasiness. So it makes sense that someone who has a
fear of heights will naturally be fearful of air travel, since flying is
perhaps the highest altitude experience people may ever encounter.
Fear of flying is also the result of not being in control. For a trip to be
safe, you need to depend on other individuals (pilots, maintenance
crews, etc.) and mechanical components of airplanes (engines,
electronics, etc.). The pilot is the primary person in control of the
airplane and passengers have no choice but to trust the pilot for a
safe arrival. Putting one’s life in the hands of another can prove to be
an extremely difficult task for many passengers.
Factor 5: Terrorism
are fearful that this threat might reoccur on their flight. This fear
becomes disabling and can cause symptoms that are uncomfortable
when flying.
The fear of flying, as with many other phobias and anxiety disorders
are accompanied by certain physical symptoms. These symptoms
are directly related to the state of anxiety and are not necessarily due
to a medical or physiological illness. In recognizing the following
physical and psychological symptoms, you will be able to help your
passengers through their fear:
y Abdominal discomfort
y Sweating
y Dry Mouth
y Narrowed perception
Research shows that there are certain strategies that help cope with
the fear of flying. These strategies are associated with behaviours
and thoughts that accompany the fear. You can either use these
strategies for yourself or suggest them to someone who is afraid of
flying. For example,
Think about things other than the unpleasant situation and talk
yourself through the bad feelings: Say to your self, “I’m thinking about
going on that flight again and it’s still two days away. Let it go. Take a
deep breath. Come on, get back to work.” ̘or, “Look! It’s a nice view
from the window. Sitting here paralyzed won’t make the plane any
safer.”
Remind yourself that you are doing the best you can and that
progress takes time: ̘“Yes, I was very nervous the last flight. But
since then I have learned some new techniques for coping with
anxiety, I did the best I could. I’ll get better with practice”.
Give yourself credit for your own good sense: ̘“I’m not really
helpless. I can take slow, deep breaths. I can practice relaxation
techniques.”
Acknowledge your fear, and then challenge it: “OK. I will be afraid as
I’m boarding. But have I ever run away from other problems before?
No.” or̘ ̘“OK. Maybe I will feel nervous. But I do have things I can
do to relax. ̘Yes, I can imagine a lot of awful things that could
happen. But the reality is that none of these things is likely to
happen.”
Cabin crew should also be aware that they may encounter a critical
incident at any time in their career which could manifest symptoms of
fear of flying or Critical Incident Stress. Critical incidents could be
emergency landings, death of a passenger on board, turbulence,
aborted take off or landing and severe injury.
Progress Check
1. Airline travel is ____ times safer than driving an automobile.
17 24 29 54
Answer Key
1. 29
2. y Fear of heights
y Loss of control
y Flying conditions
y Terrorism
y Claustrophobia
Lesson Summary
As a result, you can recognise when a passenger exhibits a fear of
flying and respond in a way that will help ease his or her fears. There
are many causes of fear of flying, mainly psychological trauma, lack
of information and symbolic transference. Various fears such as fear
of heights, closed spaces, loss of control, weather conditions and
terrorism can also greatly contribute to an individual feeling unsettled
about getting on an airplane. There are many physical symptoms
that a passenger may exhibit that can demonstrate a fear of flying.
As a member of the cabin crew you will, at one time or another,
encounter passengers that are afraid of flying. This knowledge will
help you recognize when a passenger is excessively afraid of flying
and hopefully will be able to offer them assistance and words of
comfort.
LESSON OVERVIEW
As cabin crew you will encounter many different people flying on
board your aircraft for any given flight. Some of these passengers
will have special needs, which can include unaccompanied
Lesson Learning minors/children, passengers with mobility, speech, and hearing
Objectives disabilities, pregnant women, and passengers with infants and
children. It is your responsibility as cabin crew to make sure that the
Upon completion of this lesson
special needs of these passengers are met so that they have a
you should be able to:
comfortable and pleasant journey. You will also need to take certain
• Identify ways to recognise steps to ensure that they are safe and prepared in the event of an
and anticipate needs of emergency. This lesson provides you with information to help you
special passengers to make recognize and anticipate the special needs of passengers. You will
their flight pleasant, also learn about the dos and don’ts of what to say and do for
comfortable, and safe. passengers with special needs.
• List the do’s and don’ts of
what to say to special needs
passengers without being
condescending or offensive.
Before closing the doors of the aircraft and commencing taxi, the
cabin crew is responsible for providing specific information that
applies to passengers with special needs. These special briefings are
crucial to provide passengers with special needs, the information that
is crucial in case of emergency and gives them an opportunity to ask
questions. If the need arises, appropriate assistance can be given so
that these passengers are comfortable. For example pregnant
women and passengers with infants and children require information
on proper restraint and seatbelt positioning.
y Introduce yourself
y Be caring, and
y Ask questions about how you can assist them (don’t assume
that they need help!)
Passengers with special needs and their escorts are offered the
opportunity to pre-board. Those passengers that are physically
incapacitated are asked to deplane after other passengers have left
the aircraft. This allows passengers better assistance with
wheelchairs and equipment without blocking the aisles and therefore,
is safer for all passengers and crew.
ABC AIRLINES
PERMANENT ADDRESS
AND TELEPHONE No.
OF MINOR
FLIGHT DETAILS
PERSON MEETING AND SEEING OFF AT STOPOVER POINT — Name, Address and Telephone No.
y UMs are seated where they can be easily seen by the cabin
crew during the entire flight.
y The person who meets the child upon arrival must provide
identification and be the person listed on the request for carriage
and handling document.
y Introduce yourself. This may be the child’s first time away from
parents or family.
y Let them know how to get the assistance of the cabin crew
during the flight.
y Make sure they understand they are not to leave the aircraft
without being escorted.
y Ask them if they want assistance and how you can best assist
them. Passengers with disabilities have unique skills that allow
them to move about and take care of themselves quite well even
in an environment that is challenging – they are the best judge
of what they need.
y Use “people first” language – refer to the individual first then the
disability.
y Speak normally.
y Speak to the person with the hearing impairment and not the
interpreter if one is present.
y Avoid shouting.
y Tell them when you are leaving so they do not continue talking.
y Ask if they need guided assistance and stay one step ahead if
you guide them.
y Provide them with Braille Cards and Large Print Safety Cards
(airlines have these on board for the safety briefing).
y Introduce yourself.
y Be patient.
Go see: http://www.usdoj.gov/crt/ada/reachingout/lesson22.htm
http://www.wiawebcourse.org/index.php
Progress Check
1. Special needs passengers require individual briefings prior to
closing the doors of the aircraft. True or False
Answer Key
1. True
c) Identify yourself with your name and your job. When serving
a meal, describe the contents of the tray and plate going
clockwise, use this same technique for describing the
location of other objects as well. Provide them with braille
cards and large print safety cards, (airlines have these on
board for the safety briefing); give them a personal safety
briefing.
Lesson Summary
When providing service to passengers with special needs it is
important to be sensitive and patient. The information provided in this
lesson will help you to be aware of the care that is required with
these types of interactions.
MODULE SUMMARY
This module provided you with strategies for managing passenger
interactions efficiently during special and difficult circumstances. You
are now able to recognize the “fight or flight” reactions of passengers
and can explain several strategies to respond to passengers in these
reaction modes. You can also list the ways in which you can help
passengers with special needs feel they are being cared for before
and during a flight using the proper etiquette depending on the
passenger’s unique situation.
To prepare for the final exam, complete the progress checks found at
the end of each lesson several times. You know you are ready for
the final exam when you are able to perform the actions listed in the
module and lesson objectives.
The next module will explain the proper safety and emergency
procedures and the role and responsibilities of the cabin crew during
emergencies.
MODULE OVERVIEW
Every day more than 3 million people fly safely on commercial
aircraft. In 2000, 1.09 billion people travelled around the world on
more than 18 million flights, and there were only 20 accidents that
involved fatalities.
Module Learning
Objectives Thirty years ago fatal accidents on commercial jetliners occurred
approximately 1 in every 140 million miles flown. Today that statistic
At the end of this Module you
is 1.4 billion miles flown for every fatal accident.
should be able to:
• Identify the emergency and Over time flying has become even safer as government regulators,
safety procedures in case of manufacturers and airlines all work together to make better aircraft,
an in-flight emergency and improve safety regulations and oversight, and provide top notch
explain the steps of each training for all flight crew, cabin crew and all airline personnel
procedure. involved in the safe operation of a flight.
(www.boeing.com/commercial/safety/howsafe.html)
At the end of this module you will be able to identify the emergency
and safety procedures in case of an in-flight emergency and explain
the steps of each procedure. You will also be able to identify
emergency evacuation equipment and how to use it. In addition you
will learn about the elements that cause fires and how to fight the
fires in the event that they occur on board an aircraft.
LESSON OVERVIEW
Accidents are extremely rare, with the probability of a passenger
being killed on a single flight at approximately eight million-to-one. If
a passenger boarded a flight at random, once a day, everyday, it
would be approximately 22,000 years before he or she would be
Lesson Learning
killed during an aircraft or flight related incident.
Objectives
(http://www.planecrashinfo.com/rates.htm)
Upon completion of this lesson
Completing routine safety procedures are key to being prepared for
you should be able to:
an emergency. The key to survival is readiness so that your
• Identify those routine tasks response rate is quick and effective. These routine duties that you
that will allow the cabin crew accomplish before and during every flight prepare you as well as the
to be ready and respond entire crew and passengers to survive in an emergency.
quickly in the event of an
accident or emergency 9.1.1 Routine Preparation
landing.
Cabin crew training is a key element of preparation. You will learn
all aspects of how to survive accidents. It is important to know how
your duties contribute to that survivability. During your initial cabin
crew training you will become familiar with the aircraft, its emergency
equipment and how to operate the exits in an emergency. You will
also enlist the help of Able Bodied Persons to sit at emergency exits
and help during an emergency evacuation. A key task in routine
preparation includes identifying the ABPs (Able Bodied Persons)
aboard your flight. These are passengers who are physically and
mentally able to assist the cabin crew in the event of an emergency.
During the boarding process cabin crew should mentally identify
persons that they could call upon in the event of an emergency to
assist them – for example other airline personnel are generally a
good choice because they have skills and knowledge that would
come to them naturally in an emergency. If you have police, fire or
military personnel on board they are also natural choices for
assistance in an emergency situation. Persons who are in the exit
rows are ABPs for the exits where they are seated and are asked if
they are willing to assist before the flight departs.
These include:
y Passenger Checks
Your duty position on each flight will identify which jump seat you sit
in for take off and landing. That jump seat will be at or near an exit
that you will open in the event of an emergency. The cabin crew is
required to be in their jump seats in the brace position during taxi,
takeoff and landing. This requirement is for your safety. It is also
important that you are at your assigned exit in the event of an
emergency and can respond quickly and give directions to the
passengers.
Progress Check
1. List the 7 routine duties and responsibilities of the cabin crew
that contribute to safety and emergency response.
2. Explain how routine duties and responsibilities of the cabin crew
help in preparing for an emergency.
3. During take off and landing you should be:
a. Clearing away the galley
b. Sitting in your jump seat in brace position
c. Sitting in your jump seat watching the passengers
d. Checking that passengers have their seat belts on
4. Explain when a silent review should be done and why you should
do it.
Answer Key
1. y Pre Flight Safety Briefing with the captain and crew
y Passenger Checks
3. b
Lesson Summary
The key to surviving accidents involves more than luck. In fact, in
most cases it is due to the quick thinking and skill of highly trained
cabin crew. Your ability to think fast and lead everyone on board an
aircraft to safety after an emergency landing or another dangerous
situation is your best tool for survival.
LESSON OVERVIEW
This lesson will enable you to identify the various types of emergency
landings, whether they are on land or on water. By having an
understanding of these potential situations you will be better
prepared to handle such a situation, which creates a safer
Lesson Learning
environment for the passengers. This lesson will also examine some
Objectives
general procedures for emergency landings, which when followed
Upon completion of this lesson lowers the chances of injury for the passengers and crew. This
you should be able to: lesson will discuss ditching and water survival, ditching and
• List the types of preparation as well as elements for surviving a water landing.
emergency landings.
• Explain ditching and how the
cabin crew prepares for an
emergency landing in the
water.
accidents occur during take off and initial climb of a flight, 51% occur
during the final approach and landing.
(http://www.boeing.com/news/techissues/pdf/statsum.pdf) Even with
little or no information about what has happened, during basic cabin
crew training you will be trained to react with commands and to take
quick action to open available exits and conduct an evacuation.
y The signal that will be used to let the cabin crew know that the
plan is going to land. Any other special instructions that might
impact the preparation or evacuation.
Airlines specify the duties and responsibilities for each cabin crew
duty position. Your training will cover these in great detail and the
Cabin Crew Manual outlines specific details and checklists for
unplanned, planned, land, and water evacuations. As cabin crew you
will have to be able to apply these procedures and complete the
necessary tasks under potentially difficult situations. Being able to
execute the necessary steps in preparation for and during an
evacuation can mean the difference between life and death and must
be taken very seriously.
Once the captain has informed the senior cabin crew that the cabin
and passengers must be prepared for an emergency landing there
are several general areas of preparation that will be addressed:
y Secure galleys
Progress Check
1. Preparation for emergency landing includes:
b) Cabin preparation
d) Passenger preparation
Answer Key
1. a, b, and d
Lesson Summary
After completing this lesson you can now list the types of emergency
landings. You can also explain ditching and how the cabin crew
prepares for an emergency landing in the water. Emergency landings
can either be planned (prepared) or unplanned (unprepared). You
now understand the implication of each type of landing and how to
prepare for both.
9.3 Turbulence
LESSON OVERVIEW
By understanding the different levels of turbulence, you will be able
to respond to passengers when they question why the seat belt sign
is on and cabin service is interrupted. This lesson explains air
Lesson Learning turbulence and its various types and level of intensity. It also gives
Objectives an overview of how turbulence affects flights and the appropriate
Upon completion of this lesson response by cabin crew in order to make flights affected by
you should be able to: turbulence safe for the passengers and crew.
Categories of Turbulence
Progress Check
1. List some of the precautionary measures taken by cabin crew in
response to light or moderate turbulence.
Answer Key
1. y Check that overhead compartments are closed and baggage
appropriately stowed
3. TRUE
4. A) 3
B) 5
C) 1
D) 2
E) 4
Lesson Summary
While it is important to understand light, moderate, severe, extreme
and CAT turbulence, it is also crucial to understand how to respond
to them. This lesson’s guide on how to respond to turbulence and the
importance of ensuring that passengers use seatbelt when seated
will help the crew and passengers remain safe during a turbulent
flight.
LESSON OVERVIEW
The cabin crew is responsible for ensuring the safe evacuation of
everyone on board the aircraft in the event of an emergency landing
or accident. This lesson focuses on the various types of emergency
Lesson Learning equipment available on board and the procedures for using them. In
Objectives addition, the lesson reviewed the procedure for evacuating an aircraft
Upon completion of this lesson on land or on water. After completing this lesson you will be able to
you should be able to: explain the importance of following procedure when using emergency
equipment on board an aircraft or when evacuating the aircraft. This
• List and describe the
information will enable you to be better prepared in the even of an
emergency and evacuation
emergency and to better ensure passenger safety.
equipment found on aircraft.
• Describe the procedures for 9.4.1 Types of Emergency Equipment
using the emergency and
evacuation equipment on Regulations require that certain types of emergency equipment must
land and on water. be provided on each aircraft. As a member of the cabin crew it is also
required that you are trained in their use and know the exact location
of each item so that you can respond quickly in the event of an
emergency.
Prior to each flight you will be required to check and verify that the
emergency equipment in your assigned duty area is in its proper
location and is ready for use. This is called an Emergency
Equipment Check. Other pre-flight check duties will include checks of
the galleys, lavatories, and required security checks. Company
procedures may require you to complete a checklist with a signature
to verify to the captain that all equipment is on board and meets the
check requirements and that all other required areas have been
checked as well. The emergency equipment that is on board will vary
In an emergency you may use equipment from any one or all 4 of the
following categories:
y Evacuation Equipment
y Firefighting Equipment
y First Aid
y Medical Equipment
Fire Extinguishers
Slide/Raft – a slide that can also be used as a raft. The slide/raft has
the ability to function as a seaworthy floatation device for a large
group of passengers. Aircraft that fly over water must have enough
raft capacity to fit the maximum passengers and crewmembers on
the plane. Slide/rafts or portable circular rafts have similar features or
characteristics that include:
Life Lines - for keeping raft occupants and equipment secure and for
survivors in the water to hold onto.
Locator Lights – lights that illuminate the raft that enable search and
rescue teams to see the raft in the dark.
Survival Kits – are located in the raft or are positioned and attached
to each slide/raft prior to the water evacuation.
Bailing Bucket and Sponges – used to keep water out of the raft
and to keep it dry.
First Aid Kit – Contents are similar to those found in the first aid kits
on board the aircraft.
Raft Repair Kit - Contents include patches and clamps which can be
used to repair tears or punctures in the raft.
Signaling Devices – such as mirrors, flares for day and night and a
whistle.
Sea Dye Marker – chemical fluorescent dye that will dissolve in the
water and stain the water surrounding the raft to aid in sighting and
rescue.
http://en.wikipedia.org/wiki/Fire_extinguishers
http://www.h3r.com/halon/faq.htm
http://www.smokehoods.com/products/pbe_main.aspx
http://en.wikipedia.org/wiki/Emergency_locator_transmitter
Progress Check
1. Aircraft emergency evacuation devices, doors and emergency
exits, are equipped with ______ and ________ to assist
passengers and crew in exiting the aircraft in an emergency.
Answer Key
1. slides, slides/rafts
2. y Canopy
y Signaling Devices
3. A) 4, B) 6, C) 2, D) 5, E) 1, F) 3
Lesson Summary
This lesson focused on the various types of emergency equipment
available on board and the procedures for using them. In addition,
the lesson reviewed the procedure for evacuating an aircraft on land
or on water. After completing this lesson you now have an
understanding of the importance of following procedure when using
emergency equipment on board an aircraft or when evacuating the
plane. This information will enable you to be better prepared in the
even of an emergency and better to ensure passenger safety.
LESSON OVERVIEW
Fire on board an aircraft is an extreme emergency. As a member of
the cabin crew, it is your responsibility not only to keep a sharp look
out for fires on board, but also to be prepared to put the fire out
Lesson Learning immediately. You must be alert at all times to the possibility of fire
Objectives and do your best to follow the procedures in order to stop it.
Although there is special equipment on board to stop the fire, in order
Upon completion of this lesson for the equipment to be effective it is important that you follow the
you should be able to: proper procedures for extinguishing a fire. This lesson will examine
• Identify the elements that the elements that constitute a fire, the classifications of fires and the
constitute fire. procedure for responding to a fire on board.
• Identify the three
classification of fires.
• Identify the procedure for
responding to a fire on
board.
1. Locate the source of the fire and identify the class of fire.
3. With the extinguisher, aim at the base of the flames and discharge
the extinguisher in a sweeping motion.
Progress Check
1. Throwing water on a fire is the best response. TRUE or FALSE
5. List the three classes of fires and the extinguishers you should
use for each.
Answer Key
1. FALSE
2. TRUE
4. y Locate the source of the fire and identify the class of fire.
9.6 Decompression
LESSON OVERVIEW
The aircraft flies at an altitude that the human body cannot tolerate
for more than a few seconds. This is because the air does not have
enough breathable oxygen. This module gives an overview of cabin
Lesson Learning decompression, which can be very dangerous for the people onboard
Objectives the aircraft. Cabin pressurisation is the maintenance of a cabin
altitude lower than the actual flight altitude. Because of the vast
Upon completion of this lesson
difference in pressure the possibility of a loss of pressurisation exists
you should be able to:
– the uncontrolled loss of pressurisation is called decompression.
• Describe the dangers that Decompression is categorised into rapid/explosive and slow. Their
occur in a decompression. identifiers describe their differences. As cabin crew you must be
• Explain the appropriate aware of their differences and how to react accordingly, in order to
responses in such a ensure the your safety and others on board.
situation.
• Describe the two types of
decompression – rapid/
explosive and slow.
Once you have the oxygen mask on you breathe normally. At his
point and while wearing an oxygen mask you can demonstrate or
command to other passengers to put their oxygen masks on or
fasten their seat belts.
Additional information:
http://www.house.gov/transportation/aviation/06-05-03/
06-05-03memo.html
http://avstop.com/AC/FlightTraingHandbook/
PressurizedAirplanes.html
http://en.wikipedia.org/wiki/Cabin_pressurization
LESSON OVERVIEW
It is always an emergency if a pressurised aircraft suffers a
pressurisation failure above 3000 meters. If this occurs the pilot must
immediately place the plane in an emergency descent and activate
Lesson Learning
emergency oxygen.
Objectives
It is important for the cabin crew not only to understand what
Upon completion of this lesson
decompression is, but the potential damage it can cause to the
you should be able to:
aircraft and its ability to land safetly, as well as the effect on the
• Recognise decompression in people on board. This lesson will examine how to identify
the cabin and the decompression and the effects of hypoxia on the crew and
manifestations of hypoxia. passengers.
9.7.1 Hypoxia
Hypoxia occurs when there is lack of adequate oxygen to the body
tissues. This can cause loss of consciousness and ultimately death
in a short amount of time if not corrected with a supplemental supply
of oxygen. The danger in hypoxia is its subtle onset unless
conditions in the area indicate there has been a rapid
decompression. In order to prevent hypoxia you must be alert to the
symptoms not only in yourself, but also in other crew and
passengers. Symptoms do not occur in any order and some, though
not all the symptoms may be present. The remedy is oxygen and
usually recovery is rapid once the oxygen is administered.
y Headache, fatigue,
y Sweating,
y Impaired judgment,
y Poor coordination.
Body Changes: Rapid loss of air through your nose and mouth, pain
in the ears and sinuses and abdomen, difficulty speaking and
breathing with a feeling of chest expansion, severe dazed sensation
with loss of muscle coordination, discoloration of nail beds (blue).
Slow Decompression
Body changes may occur slowly and because the effects of a slow
decompression occur over time they may not be as noticeable until
something is quite wrong. Often the cabin crew notices the effects of
a slow decompression first because they are working and moving
about the cabin, expending more energy. Signs to pay attention to
are headache, fatigue, ear discomfort, impaired judgment or vision,
discoloration of nail beds.
Additional information:
http://en.wikipedia.org/wiki/Time_of_Useful_Consciousness
http://en.wikipedia.org/wiki/Cabin_pressurization
Progress Check
1. Explain what decompression is and what the cabin crew’s
response should be.
Answer Key
1. Decompression is defined as the inability of the airplane's
pressurization system to maintain its designed pressure
differential. This can be caused by a major malfunction in the
pressurization system or structural damage to the airplane.
Decompressions fall into three categories and are defined by
how rapidly the actual loss of pressurization occurs. These are
slow, explosive and rapid decompression.
Should decompression occur, immediately put on an oxygen
mask, keep it on and remain seated until otherwise advised by
the captain. The passengers should also put on the oxygen
masks immediately.
2. Hypoxia occurs when there is lack of adequate oxygen to the
body tissues. This can cause loss of consciousness and
ultimately death in a short amount of time if not corrected with a
supplemental supply of oxygen. The danger in hypoxia is its
subtle onset unless conditions in the area indicate there has
been a rapid decompression.
3. TUC (Time of Useful Consciousness)
4. To understand why it occurs and to recognise what impact it can
have on the safety of the passengers, crew and the aircraft and
how to respond.
Lesson Summary
Now you are able to describe decompression and explain the
appropriate responses in such a situation. You can also describe the
two types of decompression – rapid/explosive and slow
decompression. Being able to recognise cabin decompression and
responding to it quickly and using the correct procedures can save
lives.
This lesson also explained what decompression is, and the potential
damage it can cause to the aircraft and its ability to land safetly, as
well as the effect on the people on board. We examined the how to
idenitfy decompression and the effects of hypoxia on the crew and
passengers, which is of particular importance as it affects the welfare
of passengers and crew with very serious consequences if
decompression goes unchecked.
MODULE SUMMARY
You are now able to identify the emergency and safety procedures in
case of an in-flight emergency and explain the steps of each
procedure. You can also identify emergency evacuation equipment
and explain how to use it. You have also been introduced to the main
cause of fires on board an aircraft and can explain how to fight the
fires in the event that they occur.
To prepare for the final exam, complete the progress checks found at
the end of each lesson several times. You know you are ready for
the final exam when you are able to perform the actions listed in the
module and lesson objectives.
In the next module you will be introduced to how the cabin crew
handles medical emergencies and how they receive training in order
to be prepared to handle such emergencies.
MODULE OVERVIEW
One of the most crucial aspects of being a cabin crew is having the
skills that prepare you for emergencies on board the aircraft. The
cabin crew’s primary goal is to keep the passengers safe, so that
Module Learning learning the proper standards for handling medical emergencies on
Objectives board is an essential part of the job. This module examines the
At the end of this Module you various aspects of preparing for a medical emergency, including
should be able to: identifying and understanding the emergency medical equipment on
board the aircraft. During initial training for cabin crew, you will be
• Identify and describe
trained on emergency procedures. Once you are familiar with the
equipment on board for use
equipment available on board, then you will be ready to learn about
in a medical emergency.
the steps and procedures to follow in the event of a medical
• List the basic steps to emergency.
responding to a medical
situation/emergency.
• List the steps to take to
ensure personal protection
when responding to a
medical situation/emergency.
LESSON OVERVIEW
All airlines provide medical equipment for use in the event of an
onboard medical emergency. As part of the cabin crew training you
Lesson Learning
will learn the specifics about the available emergency equipment on
Objectives
board the aircraft. You will also learn how to respond in a
Upon completion of this lesson medical emergency.
you should be able to:
As is the case with all of the emergency equipment that is discussed
• Identify and describe the in this course, the location of the equipment and the number of items
equipment on board for use of each type will vary by aircraft type and size. In your training, you
in a medical emergency. will be required to learn and know from memory the equipment,
number of kits on board and their locations. This is important so you
can respond quickly with the right tools should a medical or other
emergency situation present itself.
First Aid Kit – Sealed boxes that contain medical supplies for the
treatment of injuries or minor illnesses. For example, using
disinfectant and a bandage, the First Aid Kit can be used for
addressing minor cuts or scrapes.
Progress check
1. Explain the difference between a First Aid Kit and an Emergency
Medical Kit.
Answer Key
1. First Aid Kit contains sealed boxes with medical supplies for the
treatment of injuries or minor illnesses. For example, using
disinfectant and a bandage, the First Aid Kit can be used for
addressing minor cuts or scrapes
Lesson Summary
After completing this lesson, you are now able to identify and
describe the equipment on board for use in a medical emergency,
such as the First Aid Kit, Oxygen Bottles Emergency, Medical Kit
(EMK), Automatic External Defibrillator (AED), Biohazard Kits, and
(Resuscitation Mask). As a result, in the event of a medical
emergency on board you will be able to immediately identity the
proper medical equipment to use. You are also able to identify what
equipment is available to personally protect yourself, as well as
others, when administering first aid. In the next lesson you will be
introduced to various procedures to respond to a medical
emergency, including the steps to ensure personal protection when
assisting a passenger.
LESSON OVERVIEW
As we have learned, air travel can put stress on a person’s body,
which can sometimes cause someone to have medical problems
during flight. As cabin crew you will be called upon in these
Lesson Learning situations to offer assistance to anyone who becomes ill or injured on
Objectives your flight. You can take comfort knowing that airlines have
procedures, assistance and systems in place to handle such
Upon completion of this lesson situations. Cabin crew are not considered trained medical
you should be able to: professionals but you will have basic knowledge, skills, and tools to
• List the basic steps to assist someone in need.
responding to a medical Airline crews are not medical advisors and there is no doctor-patient
situation/emergency. relationship between the airline and the passenger. However,
• List the steps to take to during your cabin crew training, you will spend a number of days
ensure personal protection learning about first aid, CPR, and the equipment and systems in
when responding to a place to handle any number of in-flight medical emergencies. In order
medical situation/emergency. to prepare you adequately, you will receive training on how to use
items provided by the airline to protect you from exposure to blood or
body fluid and how to collect items used in treatment and ensure they
are disposed of properly. Your initial training will be quite extensive
and each year you will have an opportunity to refresh those skills in
recurrent training. Some courses will be based on the International
Red Cross First Aid Courses, adjusted to fit the airline industry.
Some airlines create their own courses based on international
standards. The purpose of this training is to ensure that you are
comfortable using the first aid kits and medical equipment on board
Key Learning Point
and that you have basic knowledge to respond appropriately to
First aid is the immediate medical emergencies. This lesson will help you become familiar with
and temporary care given to the basic steps in assisting someone in a medical emergency. The
the victim of an accident or emphasis is on how to use the resources available. This lesson will
sudden illness until only describe the skills you will be expected to have in order to
advanced, professional respond to a medical emergency.
medical assistance can be
obtained. 10.2.1 Check-Call-Care: First Aid Primer
What do you do if a passenger or crew becomes ill or injured during
a flight?
Check-Call-Care
The three steps to remember when providing first aid are Check,
Call, and Care. The following are basic procedures to help ensure
the best care for the passenger and the maximum protection for the
cabin crew:
CHECK
y Assess the situation and the victim
4. Reassure the victim and always assume they can hear what you
are saying even if they are unconscious.
http://www.redcross.org/preparedness/cdc_english/factsExpect.html
There are systems in place to assist the cabin crew in the event of a
medical emergency that requires the immediate attention of a
physician, and there is no doctor aboard the flight that can help.
These include:
Your first aid training will also educate you on the specifics of how to
protect yourself with the equipment that is provided. Most airlines will
provide equipment to protect yourself and to collect items in
appropriately marked containers that have been exposed to blood or
body fluid or used for injection. These are sometimes referred to a
bio hasard kit or precautions kit which include items used to protect
yourself when administering first aid including:
y Goggles
y Gowns to protect your clothing
y Bio hasard bags to dispose of items that have become soiled
with body fluid or blood.
y “Sharps” containers to dispose of needles used for injection
(many aircraft lavatories have specially marked containers for
passengers who inject themselves with medication during flight).
Progress Check
1. Cabin crew are not trained as medical professionals but are
provided with basic medical knowledge and tools. TRUE or
FALSE
2. Define first aid?
3. A passenger approaches you and says that the woman next to
him does not look well. Her color is very pale and she is
sweating excessively. What are some of the questions that you
would ask to assess the situation and the sick passenger?
5. The three steps to remember when providing first aid are _____,
_____ and _____.
Answer Key
1. True
2. First aid is the immediate and temporary care given to the victim
of an accident or sudden illness until advanced, professional
medical assistance can be obtained
4. b, c, and d
Lesson Summary
After completing this lesson you are now able to list the first aid and
medical emergency equipment that is available on board an aircraft
and what they are used for. You can also list the key steps in
responding to a medical situation or emergency on board a flight.
You also have an understanding of the different types of medical
assistance that is available on board an aircraft. This lesson further
emphasised the various ways you can protect yourself when
assisting others.
In the next lesson we will take a closer look at the AED (Automatic
External Defibrillator) and CPR (Cardiopulmonary Resuscitation).
LESSON OVERVIEW
This lesson takes a look at the assessment phase of the medical
emergency, which will determine the steps or first aid that should be
followed. You will be introduced to three life saving techniques or
Lesson Learning tools CPR (Cardiopulmonary Resuscitation), AED (Automated
Objectives External Defibrillator) and the Heimlich maneuver. This lesson will
Upon completion of this lesson define and explain rescue breathing and CPR. This lesson also
you should be able to: discusses the benefits of CPR when administered effectively. These
techniques save lives and are part of the knowledge and skills of
• Define CPR and AED
well-trained cabin crew.
(automatic external
defibrillator) and explain
10.3.1 Assisting Someone Who Has Stopped Breathing
under what circumstance
they are used. There are many situations that might cause someone to stop
• Explain the Heimlich breathing such as sudden illness, allergy or a serious accident.
maneuver and when it is When someone is not breathing, brain damage and even death can
appropriate to use it. occur in minutes. As cabin crew you will be trained to assist a
person who has stopped breathing using the following techniques:
mouth from the victim's and break the air seal, their chest falls and
once again deflates the lungs. As in normal breathing, this results in
air being exhaled from the victim's mouth.
10.3.2 CPR
CPR is an emergency first-aid procedure used to deliver oxygen-
carrying blood to the heart and brain in a person whose breathing
and heartbeat have stopped. This is extremely important in order to
prevent brain damage while more advanced medical help is on the
way.
CPR is most often needed following a heart attack that has caused a
person's heart to stop beating; a condition called cardiac arrest.
Cardiac arrest simply means the heart and lungs are not working –
the heart is not breathing and there is no breathing. People may also
go into cardiac arrest and require CPR after serious injury, after
nearly drowning, a stroke or a drug overdose. In order to be effective,
CPR must begin within minutes after the victim's breathing and
heartbeat have stopped.
(http://www.aolsvc.worldbook.aol.com/wb/Article?id=ar095225&st=C
PR)
CPR Basics
http://science.howstuffworks.com/cpr2.htm
2. Blow into the victim's mouth to push oxygenated air into the
lungs. This allows oxygen to diffuse through the lining of the
lungs into the bloodstream.
y CPR helps maintain vital blood flow to the heart and brain and
increases the amount of time that an electric shock from a
defibrillator can be effective.
Does air exhaled from someone else's mouth really provide enough
oxygen to save an unconscious person?
ABC of CPR
The assessment of the passenger in need of First Aid or emergency
medical care is a crucial first step because it determines the type of
care he or she will be given. In order to best help the passenger, it is
important to properly assess his or her condition so that appropriate
care is given. (http://science.howstuffworks.com/cpr4.htm)
The ABC’s of CPR is an emergency response technique used by the
responder on an unconscious victim to recognize and treat failure of
the respiratory and circulatory systems. Confirm that someone is
unconscious by calling to them, tapping them or gently shake to get
them to respond, if there is no response, follow with the ABC’s. .
A – Airway – open and clear the airway.
B – Breathing – look for the chest to rise, listen for breath sounds
and feel for breath on your cheek, if the victim is not breathing give
two breaths.
breath on their own. (While checking for a pulse you can watch for
the chest to rise and fall, listen for breath sounds or feel their breath
on your cheek. If the victim is not breathing and does not have a
pulse, CPR is administered).
http://www.health.harvard.edu/fhg/firstaid/heimlichAd.shtml
y Inability to talk.
Additional references:
http://www.americanheart.org/presenter.jhtml?identifier=4605
http://www.nlm.nih.gov/medlineplus/choking.html
y Cardiovascular emergencies.
Progress Check
1. Match the following terms with their definitions:
1. CPR a. A device about the size of a laptop computer that analyses the
heart's rhythm for any abnormalities and, if necessary, directs the
rescuer to deliver an electrical shock to the victim.
2. AED b. The act of breathing for a person who is not breathing on his or her
own but has a pulse.
3. Heimlich Maneuver c. An emergency first-aid procedure used to deliver oxygen-carrying
blood to the heart and brain in a person whose breathing and
heartbeat have stopped.
4. Rescue Breathing d. A first aid procedure used when a person has an obstructed airway
or is choking and cannot breathe.
Answer Key
1. 1c, 2a, 3d, 4b
2. rescue breathing
4. CPR
5. y Inability to talk
Lesson Summary
After completing this lesson you are now able to identify the ABC of
first aid, as well as the procedure for administering CPR effectively.
These lessons are extremely important to learn as cabin crews
because if used effectively these procedures are sometimes the only
methods available on board an aircraft to save a passenger’s life.
MODULE SUMMARY
As cabin crew it is your responsibility to ensure the passengers on
board are safe and secure. It is crucial that you are able to respond
as quickly and effectively as possible to an in-flight medical
emergency. Although cabin crews are not trained medical
professionals, there are important First Aid procedures to follow that
can save a person’s life. This module examined several of these
procedures, which include CPR and the Heimlich maneuver. This
module also discussed the proper way to assess the needs of a
passenger to ensure they receive the proper medical attention.
Following guidelines and procedures also ensures that protect your
self while administering First Aid. Furthermore, this module examined
the various types of medical emergency equipment on board a flight
that you or a trained medical professional may use to help someone
in need.
To prepare for the final exam, complete the progress checks found at
the end of each lesson several times. You know you are ready for
the final exam when you are able to perform the actions listed in the
module and lesson objectives.
The next module covers another topic that is critical to the safety and
well being of those aboard an aircraft. You will be introduced to how
to recognize dangerous goods and how to respond to them if they
pose a threat to the passengers and crew.
MODULE OVERVIEW
As a cabin crew, it is of the utmost importance to ensure that your
safety and the safety of the passengers are secure at all times. This
module will give you the necessary tools to protect yourself and
Module Learning others from danger while on the aircraft and throughout the flight. It
Objectives is extremely vital that you become familiar with dangerous goods in
order to understand their potential threat. You will also be expected
At the end of this Module you
to differentiate between which goods can be brought on board or
should be able to:
checked and which goods are absolutely prohibited.
• Recognise what constitutes
dangerous and hazardous The cabin crew must always take the necessary precautions to
materials and identify the ensure that the lives of those on board are never put in harm’s way.
appropriate response or It is therefore essential to be aware of dangerous goods in order to
procedure to deal with it. prevent them from being brought onto the aircraft. This module will
provide you with the knowledge you require to recognise harmful
materials and protect passengers from being exposed to them.
Lastly, this module lists the appropriate measures that must be taken
in the event that dangerous goods are brought on board. As cabin
crew, it is your duty to follow certain procedures in such high-risk
situations. These procedures will be outlined in this module. In
addition, all cabin crew is trained on these procedures in order to
ensure you are prepared to deal with the situation, if it does arise.
LESSON OVERVIEW
When passengers prepare for a trip, they often pack many household
items in their luggage. What they are not aware of, however, is that
Lesson Learning certain items can be classified as “dangerous goods” and can pose a
Objectives threat to the safety of the aircraft. People do not realise that a simple
everyday item such as hairspray can be viewed as a dangerous good
Upon completion of this lesson
with the potential to cause harm, in certain circumstances. Items
you should be able to:
such as these require certain restrictions in order to remain safe.
• List and describe
characteristics of dangerous After this lesson, you will have a better understanding of how you can
goods. recognise dangerous goods and the effects they can have when
brought onto an aircraft. It is extremely critical that as cabin crew,
• Explain why important to
you familiarise yourself with this information, as the safety and well
recognise dangerous goods.
being of all those on board should always be your highest priority.
As cabin crew you will receive specific and detailed training on this
topic so that you understand what dangerous goods are, as well as
recognize and handle undeclared dangerous goods that may be
brought into the cabin and respond appropriately in the event of a
dangerous goods incident or accident. There are different levels or
types of training based on a person’s position and their role in the
safe transport or shipping of dangerous goods. The ICAO Technical
Instructions require that cabin crew, passenger handling personnel
and security screening personnel become familiar with the
philosophy of regulations, limitations of dangerous goods, marking
and labeling requirements, recognition of undeclared dangerous
goods, provisions applicable to passengers and crew, emergency
procedures and reporting of incidents or accidents involving
dangerous goods.
Each airline will have its own written policies and requirements based
on the ICAO Technical Instructions and in some cases the policies
may be more restrictive. You are responsible to know and adhere to
the airline’s requirements as well as the reporting and response
procedures outlined in training and company manuals. Your
responsibilities as cabin crew in this area are key to the essential
safety of the aircraft, passengers and crew.
Progress Check
1. What are dangerous goods?
Answer Key
1. Dangerous goods are articles or substances which are capable
of posing a risk to health, safety, property or to the environment
during operation or transportation
2. increase
3. ICAO
4. To prevent items from being brought into the cabin that could
impact the safety of passengers and the flight.
Lesson Summary
Dangerous goods can pose a risk to health, safety property and the
environment. Through training, you will become familiar with the
various procedures and guidelines that must be followed when
dealing with dangerous goods. It is important to know these
guidelines extremely well in order to ensure that everyone on board
is prevented from being harmed in any way.
LESSON OVERVIEW
Now that you are familiar with dangerous goods and their potential
threat, it is essential that you learn the hasard class definitions. This
Lesson Learning lesson will teach you the various classes of dangerous goods.
Objectives Dangerous goods not only can harm your health, but they can also
affect the operation of the aircraft. By having the tools to identify the
Upon completion of this lesson markings of these materials, you can help ensure the aircraft will
you should be able to: operate smoothly. By learning this information and being able to
• Identify the standardised recognise hasardous labels you will be able to prevent dangerous
labels and markings for goods from being brought onto the aircraft, which could cause
dangerous goods. serious harm to both you and other passengers.
Divisions are expressed with two digit numbers, the first number
being the class number and the second being the variation within that
class. For example, explosives are Class 1 and ammunition falls into
that class and is defined as “Division1.4”.
hydrogen, nitrogen,
Class 2 Gases
chlorine
magnesium, white
Class 4 Flammable Solids
phosphorus, sodium
Class 5 Oxidizing
hydrogen peroxide,
Substances and
benzoyl peroxides
Organic Peroxides
Progress Check
1. Dangerous goods are divided into 7 classes. TRUE or FALSE
Answer Key
1. False
2. False
3. True
4.
Class 1 Explosives
Class 2 Gases
Miscellaneous Dangerous
Class 9
Substances
Lesson Summary
Dangerous goods can be recognised and identified by looking at their
labels. There are 9 classes of dangerous goods and many have sub-
divisions within each class. Each class has its own corresponding
label(s) and by having a strong knowledge of these labels, you will be
able to know the risks of each specific item which you may encounter
as a crew.
To prepare for the final exam, complete the progress checks found at
the end of each lesson several times. You know you are ready for
the final exam when you are able to perform the actions listed in the
module and lesson objectives.
The next module deals with another issue that also directly affects
the safety of passengers and crew, aviation security.
LESSON OVERVIEW
You now have a solid understanding of dangerous goods and their
potential to cause harm if brought onto an aircraft. Your knowledge
of classifications and labels of dangerous goods will help you
Lesson Learning recognise harmful substances. However, recognising a dangerous
Objectives substance is not enough to prevent it from endangering the lives of
other crews and passengers. You must also know how to properly
Upon completion of this lesson respond to dangerous goods being brought on board, in order to fully
you should be able to: prevent a dangerous goods accident or incident from occurring
• Explain standardised during flight.
procedures followed in case
This lesson will provide you with various signals that you must look
of suspect items and
for as cabin crew, which will help you to identify if a passenger is
materials on board an
bringing a dangerous good onto the aircraft. You will learn ways in
aircraft.
which you should respond to passengers who you may suspect are
• Explain the enforcement and carrying dangerous materials while they are boarding the flight. You
reporting of dangerous will also learn the proper routines that you must follow in the event of
goods. a dangerous goods incident.
Being a cabin crewmember means that it is your job to care for the
welfare of all of those who join you on each and every flight. By
preparing yourself to efficiently and effectively respond to
occurrences involving dangerous goods, you will be able to stop a
disastrous situation from taking place – before it ever begins.
Taking Precautions
Preventative Action
y Package is leaking
It is important that you act swiftly if your instinct tells you that
something is not right. In these situations you must approach the
customer and ask appropriate and non-confrontational questions that
will allow you to gather more information about the contents. You
should try to ensure that passengers do not feel they are being
attacked or accused and understand that you are first and foremost
trying to look out for their interests. If you have any doubts or
concerns after speaking with the passengers in question, you must
notify your senior cabin crew and the captain. Safety is about
prevention and appropriate questions in advance can alleviate a
problem and potential threat for all later on. How you ask the
question is also very important. See below for some examples:
Inappropriate Appropriate
“Don’t you know that you “I notice that you are carrying
can’t bring camping camping gear, do you have any
equipment on board the items that might be considered
aircraft?” hasardous?”
Here are the necessary responses that you must follow in case of a
dangerous goods incident while in-flight:
Initial Action
y Identify the Item and avoid direct contact with the package or
the item IN CASE OF FIRE.
Progress Check
1. Incidents involving dangerous goods must be reported to the
authorities of the State of the operator and of the State in which
the incident occurred. TRUE or FALSE
5. What are the two initial actions to take when you or others come
in contact with dangerous goods?
Answer Key
1. True
2. False
ii. Move passengers away from area and distribute wet towels
or cloths if fumes or smoke make breathing difficult
iv. Stow the bags or containers away from passengers and crew
or from where they could cause harm or damage
ii. Identify the item and avoid direct contact with the package or
the item
Lesson Summary
If a dangerous goods incident takes place while in-flight, you must
take initial action and follow the guidelines in the event of a fire or
spillage or leakage. You must take all the necessary precautions to
ensure that no harm comes to you or anyone on board the aircraft.
Above all other responsibilities in your role, your chief obligation as a
cabin crew is the safety of the passengers and aircraft.
MODULE SUMMARY
In this Module, you became familiar with dangerous goods and their
potential threat to passengers and crew aboard an aircraft. You can
now differentiate between which goods that are permitted to be
brought on board or checked and which goods are absolutely
prohibited.
This module provided you with the knowledge you require in order to
recognise dangerous goods and protect passengers from being
exposed to them.
You are now able to list the appropriate measures that must be taken
in the event that dangerous goods are brought on board. You can
also list the actions and procedures to take in the event of fire, spills
and leakage of dangerous goods.
In the next module you will learn about another critical topic in the
safety of passengers and air travel, aviation security.
MODULE OVERVIEW
As discussed in previous modules the primary responsibility for the
cabin crew is the safety, welfare and comfort of passengers. The
safety of the crew and passengers is based on two main factors:
Module Learning
y The Technical and Mechanical Factor: the airworthiness of
Objectives
the aircraft or to what degree the airplane is ready to fly
At the end of this Module you
y The Human Factor: the ability of the crew and passengers to
should be able to:
follow procedures during take-off, during the flight and while
• Identify the current threats to landing.
today’s aviation industry.
It is also critical to respond appropriately and efficiently during an
emergency. Security in air travel involves protecting against threats
to passengers, crew and aircraft, which are most often caused by
hijackings or hostage taking, bombs, or even abusive/threatening
passengers.
As cabin crew you are the front line response to any of these threats
and it is essential that you be prepared to reduce the threat and
ensure safety of all people on board. This module introduces you to
the current threats in today’s aviation environment providing only an
overview of these threats in order to raise your awareness of these
issues. Keep in mind that each airline requires extensive training on
how to respond to threats during the basic cabin crew training.
LESSON OVERVIEW
The aviation industry has been and continues to be an attractive
target for many reasons. This industry receives a lot of media and
Lesson Learning political attention and has large commercial value and prestige. For
Objectives these reasons, events involving hijackings, breaches of security and
criminal acts on aircraft have been increasing.
Upon completion of this lesson
you should be able to:
• Identify and describe the
major threats to the aviation
industry.
As was evident with the attacks on the World Trade Center in New
York on September 11, 2001 threats involving the aviation industry
also include:
The Hijacking of 727 where passengers and crew were held hostage
for 14 days. Uli Derickson, the purser is noted for her heroic actions
and courage during the ordeal. Websites referenced below. Also a
made for TV movie called The Flight. She continued her airline
career after the incident and passed away in February 2005. This is a
great example of how the clear thinking and courage of a member of
the cabin crew saved lives.
http://www.airodyssey.net/articles/hijack.html
Passengers who had noticed the gunman started to leave the aircraft
and the cabin crew in the rear of the plane deployed the slides
allowing those in the rear of the aircraft to escape. Police arrived
within minutes of being notified, surrounded the plane and began
negotiations with the gunman. The captain and first officer were
released and the gunman surrendered peacefully. He was charged
with air piracy. One hundred and twenty-four passengers and seven
members of the crew were on the plane at the time of the incident
and they were all able to escape.
http://www.tsa.gov/interweb/assetlibrary/Criminal_Acts_Against_Civil
_Aviation_2000.pdf
www.tkb.org/Incident.jsp?incID=4448
http://news.bbc.co.uk/onthisday/hi/dates/stories/october/24/newsid_2
478000/2478505.stm
Progress Check
1. List and define the six major threats to the aviation industry.
a) Terrorists
b) Mentally disturbed
c) Refugees
d) Disgruntled employees
Answer Key
1. y Hijacking
y Attempted Seizure
y Facility Attack
y Attempted Facility Attack
y Acts of Sabotage
y Attempted Sabotage
2. e
Lesson Summary
There have been many threats to the aviation industry. Media and
government attention are some of the reasons why the aviation
industry is considered “high profile”.
Some reasons for these attacks include: gaining publicity for a cause,
to change government policy, or to frighten the public and disrupt
normal life and business.
LESSON OVERVIEW
As we have seen in Module 8: Managing Passenger Interactions,
Lesson Learning one or more of the passengers might become disruptive during any
Objectives given flight, posing a threat to the safety and security of passengers
and aircraft. These incidents have to be taken seriously and as cabin
Upon completion of this lesson
crew you will be expected to respond in a timely and calm manner.
you should be able to:
This lesson explains what might cause a passenger to become
• List behaviors that might disruptive and to what degree this behaviour causes a security risk.
indicate a potential threat to This lesson also explains what the response of the cabin crew should
passengers and crew. be when confronted by a disruptive passenger.
• List the possible responses There are several security agencies that share your responsibilities.
of the cabin crew when This lesson also provides you with a list of these agencies, their
facing a disruptive goals and the situations that they will be called on for help.
passenger.
• List the agencies that 12.2.1 Disruptive Passengers
support aviation security and
Disruptive passengers are those who prevent cabin crew from
provide assistance in time of
performing their duties and therefore are a threat to aviation security.
threat.
When a passenger’s behaviour is disruptive it is a safety issue that
• List the goals of these has to be taken seriously, therefore any suspicious behavior or
security agencies. activity observed by the cabin crew should be investigated and dealt
with appropriately. This lesson will describe the appropriate steps to
be taken when a passenger exhibits behavior that is threatening,
abusive or has the potential to threaten the safety of the flight.
These incidents are hard to deal with but they are part of the job. As
cabin crew you need to be prepared to take the necessary steps to
handle disruptive passengers in a calm and efficient manner. It is
best to be vigilant of potential incidents by disruptive passengers and
to be proactive, helping to diffuse disruptive and potentially violent
behaviour. Excessive alcohol consumption and nicotine withdrawal
symptom of smokers tend to be a contributor to many disruptive
passenger incidents.
Situations that occur in flight are a bit more challenging to handle but
the approach should be to deal with the passenger in a way that will
avoid escalation of the behavior into one that is more threatening or
violent. What starts out as a small incident can escalate rapidly if not
handled appropriately by the cabin crew. Airlines provide clear
guidelines and procedures to follow with specific types of behaviors
or incidents. Look out for the following situations that indicate a
disruptive passenger include:
· Restraint device
must be used to control
the passenger to
maintain the safety of
the aircraft, crew and
passengers.
· Diversion or
unscheduled landing is
made.
There are several agencies that support aviation security and provide
assistance in time of threat or security incident. It is important to
know who they are and in what situations they will be called in to help
so that you are prepared when a threatening situation occurs. These
agencies may be called upon to intervene or provide assistance with
incidents involving disruptive passengers, threats against passengers
or crew, actual injury or death on board. Which agency or agencies
involved with depend on the given situation and where the incident is
taking place, that is, if it is on the ground, during boarding or in flight.
Following are the agencies that may get involved when responding to
security threats:
y Military.
2. To get the aircraft on the ground, and keep it there, in the event
of an incident during a flight.
The agencies are called in for the following security related threats.
3. Bomb Threats
4. Hijacking
Progress Check
1. List the eight potential threatening behaviors towards cabin crew
and passengers.
Passenger appears to be
under the influence of
alcohol and during the flight
is stumbling in the aisles
and making irrational
statements
Answer Key
1. y Verbal harassment of crew or other passengers
2. False
3. True
4.
You see a woman leave the 1 Check the smoke detector for
lavatory carrying cigarettes tampering, verify that the cigarette
and matches. As you enter or matches were not thrown into the
the lavatory you notice the trash or are smoldering anywhere in
smell of cigarette smoke the area.
and suspect that it was she.
Approach the passenger and calmly
ask if she had been smoking in the
lavatory. Advise of the restriction
for smoking on the flight, in the
lavatory or for tampering with the
detection equipment and that all
passengers must comply with this
rule.
y Military
y Bomb Threats
y Hijacking
Lesson Summary
The most important skill to have in terms of security is awareness.
You are now able to recognise and respond to the more common
threats to passengers and crew. And keep in mind that you are not
alone. There are several agencies that support aviation security that
share your responsibilities. Keep in mind the situations that they can
help you with when a threat occurs.
LESSON OVERVIEW
A great deal of time and money is spent on trying to prevent acts of
terrorism and sabotage. In an attempt to do so, all employees in the
Lesson Learning aviation industry must complete training to recognize a potential
Objectives threat and respond appropriately to minimize harm to people and
damage to property.
Upon completion of this lesson
you should be able to: It is essential that all employees in the aviation industry be aware that
• Explain the role and they can be used, without their knowledge, to gain access and
responsibilities of the cabin information to airports and aircraft. For this reason, everyone is
crew in maintaining strict personally responsible for strictly following all security measures to a
security measures as high level.
required in the aviation
industry. The Role of the Cabin Crew in Security
The cabin crew plays a very active and visible role in maintaining
strict security measures. You not only have the responsibility of
identifying a potential threat from any of the passengers but you also
must maintaining confidentially regarding the information that you
learn about aircrafts and your airline during your certification training.
Information, documents and training techniques should be kept
confidential and not shared with anyone outside your company or
who is not authorised to know this information.
Many of the most basic tasks you perform to protect yourself and
your passengers will also help you in regards to maintaining the
appropriate security as a member of the cabin crew. Some of these
are:
y During preflight checks look for any items that are suspicious or
out of place (items left behind at the seats or in the lavatory, or
emergency equipment that has been moved or tampered with).
Progress Check
1. What are the two reasons for all employees in the aviation
industry to complete security training?
Answer Key
1. y Recognise a potential threat.
2. False
y During preflight checks look for any items that are suspicious
or out of place (items left behind at the seats or in the
lavatory, or emergency equipment that has been moved or
tampered with.)
Lesson Summary
The information and training that you receive places you in a high
risk situation since you have special knowledge about the aircraft and
about particular flights. As a member of the cabin crew, it is
important to be extra careful when discussing work outside the office.
Once you recognize a threat you must respond appropriately and
calmly. Follow the responsibilities listed in this lesson to keep you
and your passengers safe.
MODULE SUMMARY
There are many threats in today’s aviation environment. The
important thing to remember is that your primary responsibility is the
safety, welfare and comfort of passengers. You must be aware of
what is happening around you to be able to recognise these threats
and respond appropriately so that you can fulfill your primary
responsibility: ensure the safety, welfare and comfort of passengers.
To prepare for the final exam, complete the progress checks found at
the end of each lesson several times. You know you are ready for
the final exam when you are able to perform the actions listed in the
module and lesson objectives.
In the next module you will become familiar with another aspect of
your duties as a cabin crew, that is, food and beverage service.
MODULE OVERVIEW
The cabin crew has an important role in an airline’s image and
creating the customer experience. Service delivery during a flight
Module Learning must meet the standards of quality and delivery as designed by
Objectives airline management.
At the end of this Module you will This module gives you a basic understanding of how airlines provide
become familiar with: food services on board as well as understanding the role of airline
• Airline catering and the food catering companies. It will also give you general knowledge about
service provided on flights. food hygiene and sanitation, specifically how food borne illnesses
spread and how to prevent them from doing so. Finally, you should
become familiar with the different tasks you will be asked to perform
as a cabin crew and the different levels of service that exist on
various types of flights.
LESSON OVERVIEW
As cabin crew you will be expected to provide passengers with in-
flight food and beverage services. It is important that you understand
Lesson Learning
who actually prepares the food, for example, currently most airlines
Objectives
are relying on catering companies to provide the meals for in-flight
Upon completion of this lesson food services. In this lesson you will be introduced to airlines caterers
you should be able to: and the conditions in which catering companies work.
• Explain the functions that
airline catering companies 13.1.1 Food Service in the Airline Industry
provide and how they fulfill
Today, in-flight services vary widely from multi-level services on
their functions.
international and charter flights to low cost carriers who offer a
• Explain why airlines use food beverage and small packaged snack. Some airlines have a mix of
caterers. these levels of service depending on the market, the length of flight
• Describe the conditions in and the time of day. Specialty charter flights and private jets
which catering companies generally offer a very enhanced service geared toward the customer
work. and their desires.
• Identify the key catering Catering and food service has some unique changes in the post 9/11
companies and the cost cutting environment. The added weight associated with food
organisation that most of service (hundreds of pounds of food, trolleys, refrigeration
them belong to. equipment, etc.) requires more fuel, making it very expensive as
today’s fuel prices rise. As a result, instead of eliminating food
services completely, some airlines have switched to charging for
meals, beverages and snacks. The ‘purchase’ option is generally
The costs of maintaining good food hygiene, hiring kitchen and chef
staff and other food service equipment are high as well. Therefore,
most airlines contract their catering to specialists whose business is
airline catering. Large airline catering companies have access to
huge catering kitchens all over the world that provide their food and
equipment needs. By contracting this service out to other
companies, airlines can avoid the costs and administrative hassles
that might come up if they had to provide the service themselves.
However there are many airlines that operate their own catering
kitchens and handle all catering operations themselves.
13.1.2 Caterers
A catering kitchen is generally located near an airport and may serve
many airlines – domestic airlines with minimal service, charter
airlines with specialized service or major international carriers. This
makes an airline catering kitchen a busy place that is generally open
24 hours a day, 7 days a week. An average kitchen may have 150 –
200 employees preparing up to 7,000 meals a day.
Airlines usually have a system in place with their caterer for “bank
meals” – this is a supply of trays and meals that can be boarded at
the last minute due to changes in the passenger load from the
original final count. (Final meal counts may be taken and meals
prepared up to 24 hours before a flight). While catering companies
are to provide enough supplies for a flight, in the case of massive
operational delays, reroutes or cancellations it may be impossible for
the caterer to have enough meals readily available. Smaller airports
or catering kitchens may not have adequate supplies or staff for
major last minute changes. You may encounter the occasional
situation where your flight may depart without enough meals for
everyone on board, and this usually applies to shorter domestic
flights. As cabin crew you will have the challenge of handling these
difficult situations. Your airline will often provide something tangible
for you to offer to the customer as an apology such as mileage
credits, travel credits or perhaps vouchers for a meal within an
airport. You can also be creative and use surplus meals from other
classes of service on the flight.
Interesting websites
http://www.doco.com/Englisch/airline_catering_eng.htm
http://www.gategourmet.com/797.asp
Progress Check
1. The two largest airline catering companies are _____________
and ______________.
2. Where are you most likely to find an airline catering kitchen?
3. Sometimes airlines ask customers to pay for their meals,
beverages or snacks. TRUE or FALSE
4. Catering companies can provide up to 7,000 meals a day.
TRUE or FALSE
5. Explain why it is a challenge to prepare food for flights.
Answer Key
1. LSG Skychefs, Gate Gourmet
2. Near an airport
3. True
4. True
5. A meal that is prepared and served on the ground does not
always resemble one that is served in the air at 9,000 meters.
Cabin pressure, humidity and temperature all have an effect on
food. Food preparation is more challenging in the air because
food can often become too hot and must be monitored by cabin
crew closely to avoid overcooking.
Lesson Summary
Currently most airlines are relying on catering companies to provide
the meals for in-flight food services. The companies take care of
many aspects of this particular service by organizing themselves
efficiently. Many of them belong to the In-flight Catering Association.
LESSON OVERVIEW
As cabin crew you will be providing some level of beverage and/or
food service to the passengers. It is important that you become
Lesson Learning familiar with the galley and all of the galley equipment since you will
Objectives be expected to operate the equipment. During the cabin crew
certification training course you will learn how to operate the
Upon completion of this lesson
equipment. In this module you will learn about galley equipment and
you should be able to:
the necessary check procedures for the equipment and supplies.
• Identify basic galley
equipment technology.
• Conduct a pre flight galley
check.
• Understand the steps
involved when receiving
catering services.
• Follow proper security
procedures.
• Understand the acronyms
and definitions for meal
codes.
Aircraft Catering Order (ACO): Document outlining specific details of equipment, number and type of meals
and supplies for a flight.
Beverage Trolley: Cart with drawers which store soda, juice, water, liquor and ice for beverage service.
Crew Meals: On long flights or according to standards provided by your airline, crew meals may be boarded.
Coordination of the timing for service provided to the Flight Deck should be discussed in advance. It is
recommended that the captain and first officer do not eat the same type of meal to avoid the remote
possibility of incapacitation from a food borne illness. The appropriate timing and coordination for cabin crew
to consume meals should also be discussed during the briefing so that service in the cabin is not interrupted
and so that passengers are not left unattended. Cabin crew should not consume meals or beverages in front
of passengers.
Delivery Sheet: Document provided by the driver or delivery person of the catering company to the senior
cabin crew. This should match the specifications of the catering order. Discrepancies should be noted so the
airline is not charged for goods and services that were not provided.
Dry Stores Kit: Sealable container that contains “dry supplies” and extras that may be needed during the
flight. These are created according to airline specification and will vary according to the service offered. It
includes cocktail napkins, salt and pepper packets, sugar packets, coffee and tea bags, spare cutlery and
cocktail stirrers, etc.
Liquor Kit: Sealable container used to store liquor bottles, wine and beer.
Meal Trolley: Cart in which meals are stored - meal tray set-up’s refers to tray with appropriate table/service
settings. These types of trolleys may be interchangeable with beverage trolleys simply by adding drawers
and the necessary equipment or may be large enough to offer both from the same trolley.
Special Meals: Meals that a passenger orders at the time of reservation to accommodate food that meets
their needs. These passengers are identified on the passenger information list with meal codes next to their
name. The meals are also specially marked with codes and the catering paperwork should reflect these
special meals with names and seat locations. To standardize this practice, IATA has created codes that are
used universally.
Storage Compartment: Non removable compartment which can accommodate supplies, containers or
drawers.
Waste Trolley: Removable cart containing one or more lined inserts used to collect waste.
y Ovens operate and are free of flammable debris. Left over food
casseroles, casserole covers – some cabin crew (against
policy), stow items in an oven – this might start a fire if it is
turned on by mistake without checking.
y Coffee machines are in working order - clean and pots are clean
and secure.
y The time interval between when the food was removed from
refrigeration and the time loaded on the aircraft is within an
acceptable limit.
BLML — Low fat food items — low in dietary Avoid fried foods: use moist heat,
fibre/residue. Omission of foods or dry heat or boiling cooking
BLAND/SOFT MEAL
beverages causing gastric methods. Omit black pepper, chilli
For stomach/intestinal problems. discomfort. Omit highly seasoned powder, and highly seasoned
If a soft texture or low fibre/ foods not well tolerated. foods.
residue diet is desired, specify
Omit “gassy” vegetables: those
under SPML code.
from the onion and cabbage family.
CHML — Children over the age of 5 can Meals should consist of soft, easy
generally eat a regular passenger to chew foods with the inclusion of
CHILD MEAL
meal, however, some airlines allow some finger foods (carrot sticks,
Children’s meals are generally for specific hot entrees to be hand fruit, cheese, crackers, etc.).
available for children aged 2 ordered, i.e. hamburger, or a cold
Foods should be easily identified.
years and older. entrée, i.e. peanut butter and jelly
Several food items in individual
sandwich.
wrappings will allow the child to
save items to snack on at a later
time, if desired. These items can
include individual canned fruit cups
or applesauce, crackers, cheeses,
juice.
Specialised, commercially
produced diabetic products and
sugar substitutes are acceptable.
Sauces/Soups: check
commercially prepared product
labels. Check soup base/sauce
labels. Sauces/soups should not
be thickened with any form of
wheat starches.
LSML —
LOW SODIUM, NO SALT ADDED No salt is used in food Use only low sodium breakfast
MEAL preparation; highly salted cereals.
foods are omitted; minimum
Alternate Names Use salt-free margarine.
sodium content.
Low salt; No added salt; Restricted Omit salt substitutes, MSG, stocks,
sodium. bouillon cubes, commercial soups,
sauce mixes.
VLML VGML AVML RVML – Vegetarians are classified Vegetarian diets are restricted in
into several main groups. certain nutrients. To ensure adequate
VEGETARIAN MEALS
nutrition, high protein foods and foods
Lacto-ovo vegetarians: eat
Passengers may request vegetarian rich in iron and calcium need to be
no meat or meat products
meals for religious, health, economic included.
of any type; no fish, fowl or
or political reasons; environmental
products with lard or Protein foods include: milk, cheese,
considerations; humanitarian issues.
gelatine. Dairy products yoghurt, eggs, lentils, beans, and
The many different types of and eggs are permitted. tofu.
vegetarian meals have been Cheese should be of the
Sources of iron include: dried peas,
consolidated into several categories. vegetarian type without
beans, lentils, spinach, wholegrain
These are: rennet whenever possible.
products, dried apricots, egg yolks.
(lacto-ovo) (non-dairy) (Asian) Vegan or pure vegetarians:
Calcium rich foods include: mustard
(raw) Western Vegan Asiatic/Indian eat no meat or meat
greens, kale, broccoli, navy beans,
Raw fruits/ vegetarian vegetables products of any type; no
tofu, dried figs, almonds, sesame
Strict/pure Lacto-ovo vegetarian No fish, fowl or products with
seeds (ground or in paste), almonds,
meat/fish, No animal products, No lard or gelatine. Dairy
brazil nuts, pistachio nuts.
dairy/egg products, eggs and honey
are not permitted. Note: Many of the protein and
Note: Any other special vegetarian
calcium-rich foods listed above
meal requests should be noted under Asiatic/Indian vegetarian
cannot be used in a VGML.
SPML code with requirements clearly meals are spicy vegetarian
specified. combinations, which may
include limited use of dairy
products.
Raw Vegetables:
combination of raw fruits
and/or vegetables. Some
vegetarians also
incorporate restrictions on
other foods and beverages
such as alcohol, caffeinated
beverages, highly
processed foods and foods
that are grown or
processed non-organically
or with certain additives or
preservatives.
Progress Check
1. Fill in the empty boxes:
LSML
Increased complex
carbohydrates/high fibre;
low fat; low dietary
cholesterol; polyunsaturated
fats.
Vegetarian Meals
KSML
Hindu Meal
WASTE TROLLEY
LIQUOR KIT
DELIVERY SHEET
CREW MEALS
Answer Key
1.
Lacto-ovo vegetarians,
Vegan, Raw vegetable and
Asiatic/Indian.
Lesson Summary
You are now able to:
LESSON OVERVIEW
There are many different levels of service available. Although many
commercial airlines provide only beverage service, there are still
Lesson Learning many occasions that a flight will have several levels of service. This
Objectives is usually dependent on the duration of the flight and the class of
travel. This section describes the different levels of service available
Upon completion of this lesson during different types of flights.
you should be able to:
• Describe different types of
services offered by airlines.
• Differentiate between a One-
Step Meal Service and a
Multi-Step Meal Service.
• Explain the importance of
following service delivery
standards and procedures as
outlined in your cabin crew
training and service delivery
manuals.
crew will review service levels and expectations for the flight to
ensure the service flows smoothly and everyone is working together.
Low cost carriers generally offer one class of service. The tangible
service will most likely be a beverage service with select beverages,
soft drinks and cocktails, wine or beer for a nominal fee. In some
cases, beverage service may be the only service offered because of
flight time, type of aircraft or time of day the flight operates. This
service can be offered from a trolley or individual orders may be
taken, prepared in the galley and then delivered to the passenger via
a tray. A small packaged snack (nut mix, chips or snack bar
appropriate to time of day) may be offered with the beverage,
although some commercial airlines may even charge for these in
economy class.
y Beverage/cocktail service
Progress Check
1. Describe the service available on low cost carriers.
Answer Key
1. Beverage service with a possible snack option
3. y Beverage/cocktail service
Lesson Summary
You are now able to:
LESSON OVERVIEW
In this lesson you will be introduced to proper food and service
hygiene. As cabin crew you will be expected to follow the airline’s
established service procedures and food hygiene requirements. This
Lesson Learning is done because how you handle food has a direct impact on the
Objectives health and welfare of the crew and passengers. You will need to
have a clear understanding of what the factors are in causing food
Upon completion of this lesson
borne illnesses and how to avoid them. You will also need to respond
you should be able to:
properly in the rare event that a passenger or crew becomes ill as a
• Identify the three main result of having eaten contaminated or spoiled food.
factors that contribute to food
borne illnesses. Basic Food Hygiene
• Identify the most common As cabin crew you must take the responsibility of the cleanliness and
types of food borne sanitation of your food service very seriously. Although millions of
illnesses. passengers and crew travel by air, the actual incidence of food borne
• Identify the steps that cabin illness is very small because of the diligence of airlines, caterers and
crew can take to avoid suppliers in following strict guidelines for food storage, preparation
spreading or contracting food and delivery. Cabin crew are an important link in the chain of
borne illnesses. maintaining those standards and ensuring the food served in-flight
has been prepared and handled with the utmost care. Although rare,
• Describe the procedures you
food poisoning can make a person seriously ill. In addition to the
should follow if a passenger
direct impact on people’s health and welfare, illnesses caused by
or crew member becomes ill
food poisoning are costly and may result in fines, lawsuits and
because of suspected food
damaged reputations.
borne illness.
Consuming contaminated food or beverages causes food-borne
illnesses or diseases. The food can be contaminated by organisms
(bacteria, viruses, or parasites), toxins, or chemicals.
illness may be ill from something other than the food or beverage
served on the flight. As with any medical situation on board, cabin
crew will gather and report as much information as possible about
what might be causing the passenger’s symptoms. That questioning
and documentation should include the food that has recently been
consumed.
In general the most common foods that are likely to carry food borne
illness are undercooked meat, raw eggs and non-pasteurized milk.
Vegetables and fruits can also be sources of illness because of
improper washing with contaminated water or fertilization with
manure from infected animals.
There are 3 main factors that contribute to food borne illness (FBI).
They are:
• Improper reheating.
2. Cross contamination:
There are several steps that cabin crew can take to prevent food
borne illness. These are:
y Keep soiled items (cups, trays) separate from clean items at all
times.
y Avoid hand contact with food; use the utensils that are provided.
Interesting websites:
http://www.foodsafety.gov/~fsg/fsgprobs.html
http://www.healthline.com/galecontent/illnesses-food-
borne#Prevention
Progress Check
1. 3 factors that contribute to FBI are:
b) Altitude
c) Cross contamination
d) Personal hygiene
Answer Key
1. a, c, and d
2. Keeping your body and uniform clean, keeping the galley clean,
avoid hand contact with food, follow all company procedures if
there is a problem, etc.
4. 1c, 2a, 3b
Lesson Summary
Hygiene is very important in preventing food borne illness. We must
therefore be aware of how these illnesses are caused and what our
role is in preventing them.
MODULE SUMMARY
Now that you have completed this module you should understand
how airlines provide food services on board as well as understand
the various functions of airline catering companies. You should also
have a general understanding of food hygiene and sanitation,
specifically how food borne illnesses spread and how to prevent
them from doing so. Finally, you should be familiar with the different
tasks you will be asked to perform as a cabin crew member and the
different levels of service that exist on various types of flights. After
completing the progress checks you should be familiar with the key
areas of importance and be able to identify a variety of different
concepts related to meal services and servicing.
To prepare for the final exam, complete the progress checks found at
the end of each lesson several times. You know you are ready for
the final exam when you are able to perform the actions listed in the
module and lesson objectives.
Person who is physically and mentally able to assist the cabin crew
in the event of an emergency.
ABORT
AILERONS
AFT
The area of the aircraft that is at the tail section of the aircraft – or –
toward the tail section of the cabin. “I begin serving meals at row 12
and work aft” meaning that you start serving meals at row 12 and
continue serving meals moving towards the back or towards the tail
section of the aircraft or cabin.
A person working in air traffic control who is responsible for the safe,
orderly, and expeditious flow of air traffic, in-flight or operating in the
area of a runway.
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The area of commerce that uses aircraft for the transport of people
and cargo. This applies to flights of government-certified companies
that offer services to the public and for general aviation, which
applies to private aircraft used for business or recreation.
AIRBORN
AIRPORT
Location where aircraft take-off and land, as well as load and unload
passengers and cargo. Many of the larger airports have their own
fire and law enforcement departments, customs and immigration and
medical facilities along with retail and hotel establishments.
AIRPORT CODE
The three letter code given to each airport. Used in all airline
schedules, manuals, and on baggage tags.
AIRSPEED
AIRWAY
AIRWORTHY
ALTERNATE AIRPORT
ALTIMETER
ALTITUDE
APPROACH PHASE
Final portion of the flight when the aircraft is about to land. Also
referred to as initial approach and final approach. When an aircraft is
on “final approach” it is in direct line with the runway for landing.
ARMED
ARRIVALS
Passengers enter this area as they leave the aircraft where they will
encounter immigration, customs and baggage claim.
AUTO PILOT
Part of the automatic flight control system, controls the primary flight
controls as designated by the pilot, i.e., used to maintain a heading
or altitude.
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AVIATION
BAGGAGE CLAIM
BANK
BEVERAGE TROLLEY
BIDDING
BLOCK IN
When blocks are placed at the aircraft wheels upon arrival or parking
of the aircraft.
BLOCK OUT
When blocks are removed from the aircraft wheels for departure and
movement of the aircraft begins.
BLOCKS, CHOCS
Rubber or wooden stops that are used to keep the aircraft from
rolling when parked.
BOARDING - (To)BOARD
BOARDING PASS
The ticket given once a customer has checked in. It tells the
customer the seat, gate assignments and departure time. It must be
presented by the passenger in order to board the aircraft. It contains
the following information: customer name, flight number, date, class
of service, seat number, departure and arrival information, and any
special requests (meal, wheelchair assistance, etc.).
BOARDING STAIRS
BRACE POSITION
BRIEFING
BULKHEAD
BUREAU DE CHANGE
CABIN
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Staff who care for passengers on board the aircraft and maintain
safety and service during flight.
CALL LIGHT
CAPTAIN
The pilot and person in charge of the aircraft. The captain sits in the
left hand seat in the cockpit (Left hand seat as you face the cockpit
from inside the aircraft).
CARGO
CATERING
CHARTER FLIGHT
CHECK-CALL-CARE
The three steps to remember when providing first aid. These steps
give the responder an easy and safe approach to providing first aid
for a victim.
CIRCUIT BREAKERS
CLIMB
The ascent of an aircraft just after take-off until and until the aircraft
levels off at its cruising altitude.
The area of the aircraft where all the controls and navigational
equipment to fly the aircraft are located. It is where the pilot and co-
pilot sit.
COMMERCIAL FLIGHT
CONFIGURATION
CONTROL TOWER
An airport building where air traffic controllers can oversee and direct
aircraft movement.
CONTROLS (INSTRUMENTS)
The mechanical and hydraulic devices used by the pilots to fly the
aircraft.
The person assisting the captain during a specific flight. The Co-
Pilot or First Officer sits in the right hand seat in the cockpit. (Right
hand seat as you face the cockpit from inside the aircraft).
CUSTOMS
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CREW MEMBER
CREW SCHEDULING
The department responsible for projecting and scheduling all trips for
the crew. Often involves two areas of responsibility: Crew Planning,
which organises all advance schedules, including training, vacation
and hotel needs and Crew Scheduling, which handles responsibilities
such as, ensuring appropriate staffing, coverage and assignments to
reserve, or on call flight attendants.
CREW PATTERN
CROSS CONTAMINATION
CRUISE
DEADHEAD
DEBRIEF
DECOMPRESSION
DE-ICE
Removing ice from the wings of the plane with pneumatic boots or
chemicals.
DEPLANE/DISEMBARK
DESCENT
DISPATCH
DITCHING
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DIVERSION
DOWNLINE
DUTY
DUTY FREE
Goods sold at ports or airports that are free of government taxes and
customs duties. Some countries have allowances of how much duty
free merchandise a person may bring back into their country. These
restrictions usually apply to liquor, wine, tobacco, perfume, jewelry
and other gifts and souvenirs.
DUTY TIME
The period of time while you are at work. On duty refers to the
period of time that you are working, off duty refers to the time when
you are not working.
ECONOMY CLASS
ELEVATORS
EMERGENCY LANDING
ENROUTE
The overall general flight time between two points (the point of
departure and the point of arrival).
E-TICKET
EQUIPMENT
EVACUATION
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FERRY FLIGHT
FLAPS
Flaps provide additional lift when needed and therefore have various
degree settings. Flaps are hydraulically actuated and are used for
take off and landing. Flaps are mounted on hinges on the trailing
edge of the wing. Flaps are retracted in the climb phase and
extended during the descent phase.
FLIGHT CREW
FLIGHT ENGINEER
Some types of aircraft have 3 pilots in the cockpit. This position sits
behind and to the right of the co-pilot and monitors all the aircraft
systems. Many of today’s modern jets do not have this position.
FLIGHT NUMBER
FLIGHT PATH
FLIGHT PLAN
FLIGHT RELEASE
FLIGHT SCHEDULE
FORWARD
FURLOUGH
FUSELAGE
The main body of an aircraft but not including the wings and the tail.
GALLEY
The area on the aircraft where food and beverages are stored and
prepared.
GATE
GROUND SPEED
This is the speed of the aircraft in relation to the ground, which is the
sum of the airplanes actual airspeed plus or minus the wind speed
and current weather conditions.
GROUND TIME
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HANGAR
HEADWINDS
HEIMLICH MANEUVER
When an aircraft has to wait in the air for landing clearance and fly in
a “holding pattern” circling around the airport. This is usually due to
weather or heavy air traffic during arrival at the airport.
IMMIGRATION
IMMIGRATION AUTHORITY
INBOUND
INBOARD
INTERLINE
J
Letter used on a ticket to designate Business Class service or fare.
JET STREAM
A narrow band of very high-speed winds, usually found at altitudes
between 20,000 and 40,000 feet. These winds usually blow from
west to east and can reach speeds as high as 200 miles per hour.
JETWAY (JETTY)
Enclosed tunnel like passageway brought to the aircraft that allows
entry and exit from the aircraft.
JUMPSEAT
Seats for flight and cabin crew that are of specific and regulated
design located in the cockpit and cabin.
LEADING EDGE
Curved front edge of the wing.
LANDING
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LEG
A cart or compartment that contains liquor and wine that will be used
during the flight for service. Depending on the class of service in
which it is being used, the contents may be complimentary to the
passenger or the Cabin Crew may be required charge for the
selection made by the passenger.
MANIFEST
A handbook issued by the airline to the cabin crew. It contains all the
regulations and procedures that are to be followed. It covers topics
from emergencies, medical situations and service. The airlines and
regulatory agencies require you to carry certain information
contained in the manual with you at all times while on duty so that
you have a reference. You will also be required to insert revised
pages outlining new or changed procedures as required by your
airline.
NARROW-BODY
NAVIGATIONAL LIGHTS
Coloured lights on the wing tip to indicate the direction of flight. Also
referred to as a position light. The light on the left wing tip is red and
the right wing tip is green. A person can tell which direction an
aircraft is flying by those two lights.
NO SHOW
NOSE
ON THE LINE
The scheduled pairings of one or more flights that return cabin crew
to his/her home base on the same day.
OUTBOARD
OUTBOUND
PA
PASSENGER (PAX)
PASSENGER LOAD
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Reading lights, air outlets, oxygen outlet, cabin crew call button,
emergency oxygen mask and No Smoking and Fasten Seat Belt
signs.
PASSPORT
PER DIEM
PIC
Pilot in command.
PILOT
PRESSURISATION
PORT
A term used to refer to the left hand side of the aircraft. (Also
referred to as aircraft left).
POSITIVE SPACE
PUSHBACK
The act of pushing the aircraft backwards away from an airport gate
using ground equipment like a pushback tractor or tug when there is
limited room for the aircraft to turn or move backwards under its own
power.
PURSER
The person who is in charge of the cabin crew. Some airlines refer
to this position as Lead or #1 or Senior Flight Attendant. The purser
is responsible for coordinating the crew and their duties, completion
of paperwork and international customs documents. Often this
position requires additional training or qualification by an airline
including service, conflict resolution and company procedures and
other management skills.
QUARANTINE
When humans or animals are kept away from others to reduce the
spread of disease.
RADAR
The paved area on the field side of the terminal building where
aircraft are parked to load and unload passengers.
A person who handles and loads the aircraft with luggage and cargo.
RANGE
RECOMMENDED PRACTICE
RECURRENT TRAINING
Yearly training which flight crew and cabin crew must attend to
maintain their qualification.
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The time the flight crew or cabin crew is required to report for duty at
the airport.
RESERVE
The status of cabin crew who is on-call for the entire month. He or
she may be requested to work a trip when someone is sick, on
vacation, or late for his or her or assigned flight.
REVENUE
ROOT
RUDDER ASSEMBLY
RUNWAY
SEAT ASSIGNMENT
SEATBELT EXTENSION
SECURITY CHECK
SERVICE FLOW
SILENT REVIEW
Time during take off and landing in which cabin crew focus on their
emergency procedures and steps to responding to an incident. It
provides an opportunity to focus on safety and observation and not
be distracted by conversation during this critical phase of flight
SLATS
Work in conjunction with wing flaps to provide lift. Slats are mounted
on hinges on the leading edge of the wing. Slats are retracted in the
climb phase and extended during the descent phase.
SLOT
SPECIAL MEAL
SPOILER
Spoilers are like speed brakes. Spoilers are used during the decent
and landing phases at which time they "pop up" increasing and drag
dramatically. Spoilers are located just forward of the trailing edge
topside of each wing.
STANDARD
STAND-BY PASSENGER
STARBOARD
A term used to refer to the right side of the airplane. (Also referred to
as aircraft right)
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STOW
TAILCONE
TAILWIND
Wind blowing directly at the back of the aircraft and increasing its
ground speed.
TAKEOFF
TAXI
TAXIWAY
The common name for the NATO phonetic Alphabet, which is a form
of code used in the aviation industry that aids in communication.
Code words are assigned to letters of the English alphabet to spell
out parts of a message or call signs that are critical or might be hard
to recognize with voice communication.
TERMINAL BUILDING
TERMINATING STATION
The city where a flight makes its last stop for the day.
THROUGH PASSENGER
TICKET
TIP
TOP OF CLIMB
The point at which the aircraft has reached its cruise altitude.
TOP OF DESCENT
TRAILING EDGE
TRANSIT PASSENGER
TURN TIME
Term used by cabin crew to describe a type of trip that departs and
returns to a domicile in the same day.
TURBULENCE
VERTICAL STABILISER
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VISA
VIP
WEATHER
WHEELS UP
WIDE-BODY AIRCRAFT
A high capacity aircraft that has two aisles, for example, a 747 is a
wide-bodied aircraft.
WIND SHEAR
YELLOW CARD