DAY 1

1. Polite request
● Normal cases
- Would you please + V?
- Would you mind + V-ing?
● Ask someone to do a favor
- Would it be alright for you to + V?
- Would you be so kind/nice to + V?
- We would highly appreciate it if you could + V?
● For safety reasons
- May I ask you to + V?
- I must ask you to + V?
Ex: pax using mobile phone before takeoff
=> level 1: “Would you please turn off your mobile phone?”
=> level 2: “May I ask you to turn off your mobile phone?”
=> level 3: “I must ask you to turn off your mobile phone?”
2. Standard interaction with crew & ground staff
- Good morning, ma’am/sir. How are you doing?
- My name is Nga 68, I’m a junior cabin crew working as a CA4 today/ I’m in charge of
this area
- I would like to ….
- Would you please tell me …
- … Is that correct?
- Thank you for your time/ cooperation
- Have a good day
3. Ask someone to wait
● Formal
- Would you please wait a few minutes while I ….
- Would you please wait for me for a few minutes while I …
- Would you please give me a few minutes while I …
● Short but professional
- Just a moment, please.
- I won’t be long, ma’am/ sir.
- I’ll be right back with your (pax’s request)
4. Communication with crew/ ground staff
● Crew
- Good morning, ma’am. Nice to meet you. How are you doing?
- Good morning. I’m doing well. Thank you. How are you?
- I’m well, too. Thanks for asking. My name is Nga 68. I’m a junior cabin crew,
working as CA4 today. This is my first flight. I hope I can perform well.
 - Nice to meet you, too. Just call me …. Should you have any questions, don’t
hesitate to ask any of us. We’re more than happy to help.
- Thank you. I look forward to getting lots of advice and support from you.
● Ground staff
- Good morning, sir. How are you?
- Good morning. I’m doing well. Thank you!
- I’m Nga 68. I’m in charge of …
- Here … meal carts/ drink cards/… for the flight today. Can you sign this
delivery form for me?
- Thank you. Would you please wait a few minutes while I check.
- Sure.
(checked)
- Thanks for waiting. Here you are. I’ve already signed this form.
- Thanks for your cooperation.
5. Greeting passengers
● Offering help
- May I help you to + V?
Ex: May I help you locate/ find your seat?
- May I help you with s.t?
Ex: May I help you with your baggage?
- Would you like me to + V?
Ex: Would you like me to close the tray table for your convenience?

● Polite response to a request

- Yes answer
+ Yes, ma’am/sir.
+ No problem, ma’am/sir.
+ Certainly, ma’am/sir.
+ Of course, ma’am/sir.
=> I will get it for you right away.
- No answer
+ I’m sorry, ma’am/sir.
+ I’m afraid we don’t have …
+ I’m afraid that we can’t.
+ It’s not our policy to + V.
=> What I can do for you is …

- Good morning, ma’am/sir. Welcome on board Vietnam Airlines! How are you
today?
- May I see your boarding pass, please?
 - Thank you, Ms/ Mr…, your seat is … Please go up this aisle. Your seat is on
your left, next to the window.
- Enjoy your flight!

● Go down/ up this aisle

● Take this/ the other aisle
● Go straight ahead
● On your left/ right

6. Baggage handling
● With regular passengers
For safety reasons, we have to make sure that everything in the cabin is secured
during takeoff and landing.
- Would you please stow your baggage in the overhead compartment?
- Would you mind stowing your purse under the seat in front of you?

● With passengers who need help

For safety reasons, we have to ensure that everything in the cabin is properly
stowed during takeoff and landing.
- May I help you stow your bag in the overhead bin?
- Would you like to take out all necessary items (for your baby) before I do so?
- Should you need your belongings during the flight, please don’t hesitate to let
me or any cabin crew know.

● At an emergency exit or on the aisle

- Excuse me, ma’am/sir. Is this your bag?
- For safety reasons, we have to keep all the emergency exits and aisles clear
from obstruction.
- Would you please stow your bag in the overhead compartment?/ May I help
you stow your bag in the overhead compartment?
- You may take it during cruising if you wish.
- Thank you for your cooperation.

● Oversized baggage
Khi pax không stow được hành lý trên OVHC => TV phải check OVHC có bị kẹt
hành lý khách hay không
- Would you please step aside while I check the overhead locker?
=> Nếu hành lý vừa với OVHC => “Luckily, your baggage fit the overhead
compartment. Thank you for waiting.”
=> Nếu hành lý không vừa => oversized baggage
 - This bag is too big for the overhead bin. It needs to be checked in the cargo
compartment.
- Would you please keep all your valuable and necessary items with you and lock
your suitcase?
- What is your final destination, ma’am/sir.?
- May I have your boarding pass, please? I’ll hand it to our ground staff and get
it back to you shortly.
- Thank you for your patience. Here’s your baggage tag, you can collect your
bag at the conveyor belt upon arrival.

7. Emergency exit briefing

- Excuse me, ma’am/sir. I’m Nga, I’m in charge of this area on this flight today.
May I have your attention for a few minutes.
- You are sitting next to the emergency exit. It’s used for emergency evacuation
only. Do not open the door unless instructed by the cabin crew. Please help us
stop other passengers from opening the door in normal cases.
- Here’s the safety instruction card. Would you please carefully read it for more
details?
- If you do not wish to perform the functions described in the event of an
emergency, please let us know and we will reseat you. Thank you and enjoy
your flight!

8. Seat handling
● Wrong seat
Passenger: “Someone is in my seat”
- Oh, may I see your boarding pass, sir?
- Thank you, Mr. Peter, your seat is 23A. Would you please give me a moment
while I check with other passengers?
- Excuse me, ma’am/sir. It looks like we’re having a seating situation. May I see
your boarding pass, please?
- Thank you, Mr. Steve, your seat is 33A. This is 23A. Your seat is 10 rows
behind you.
- Would you mind moving there? May I help you with your luggage?
(walk passenger to 33A & return to 23A)
- Thank you for waiting, Mr. Peter. Here’s your seat. I’m sorry for the
inconvenience and hope you’ll enjoy your flight!

● Duplicated seat
Passenger: “Someone is in my seat”
- Oh, may I see your boarding pass, sir?
 - Thank you, Mr. Peter, your seat is 23A. Would you please give me a moment
while I check with other passengers?
- Excuse me, sir. It looks like we’re having a seating situation. May I see your
boarding pass, please?
- Mr. Steve, your seat is 23A. I’m sorry for the confusion.
- Thank you for waiting, Mr. Peter. I’m afraid that there’s a mistake in the
seating arrangement today. Would you please wait in the galley while I check
with the ground staff to find another seat for you?
(check with ground staff)
- Thank you for your patience, Mr. Peter. We have a new seat for you, 12A. May
I walk you to your seat?
- Here’s your seat 12A. Please take your seat first.
- For safety reasons, we have to make sure everything in the cabin is secured
during takeoff and landing. May I help you with your luggage?
- Once again, I’m sorry for the inconvenience, thank you and hope you’ll enjoy
your flight!

● Passenger asks for another seat

Passenger: “I’ve asked for an aisle seat but it turned out to be this middle seat. I’d like
to change to an aisle seat, please!”
- Oh, may I see your boarding pass, please?
- I understand you were given a middle seat when you requested an aisle seat, is
it correct?
- Would you please take your assigned seat while I check with our ground staff
to see if there’s an aisle seat available for you?
(check with ground staff)
=> Yes: Thank you for waiting, Mr. Peter. We’ve found an aisle seat for you at 20C.
May I walk you to the new seat, sir?
=> No: Thank you for waiting, Mr. Peter. Unfortunately, the flight is full today. I’m
sorry that we’re not able to reseat you. I wish I could be more helpful. May I suggest
that you log on to our website to select your desired seat the next time you travel with
us? Once again, I’m sorry for this inconvenience and hope you’ll enjoy your flight!

● A passenger asks for 2 adjoining seats

- Would you please take your assigned seat, sir?
- We will assist you change your seat right after all passengers are on board if we
have seats available.

● A passenger complains about cabin temperature

 - I’m sorry, sir. I understand that the cabin temperature is quite warm at the
moment.
- As far as I know, the on-ground power supplier has just been disconnected
from the aircraft.
- May I open the air valve for you? Would you mind waiting a few minutes?
- As soon as our Captain starts the engines, the cabin air conditioning system
will function normally and the temperature will be much cooler after takeoff.
- In the meantime, may I offer you a wet tissue or a glass of iced water?

DAY 2

1. Passenger with special meal order

- Good morning, ma’am/sir.
- My name’s Nga. I’m here to confirm your special meal order. Are you Mrs.
Naveen?
- Did you order VGML?
- May I see your boarding pass, please?
- Would you like to have something to drink with your meal?
- We will be serving you your VGML and a glass of coffee after takeoff. Please
don’t change your seat and should you wish to change your seat, please let us
know.
- Thank you & enjoy your flight.

2.Handling passengers with special service requests

● At the door
- Good morning, ma’am/sir. Welcome on board VNA. How are you today?
- My name’s Nga, I’ll be taking care of you today. May I see your boarding pass,
please?
- Thank you, Mr. Steve. May I walk you to your seat? 23A just a few steps away.
- May I help you with your luggage?
- Are you ready to walk? Please come this way.
** BLND passengers:
- Would you please put your hands on my shoulder?
- Now we will go ahead together, your seat is 10 steps ahead.
● At the seat - safety
- For safety reasons, we have to ensure that everything is secured during takeoff
and landing. Would you like to take out your necessary items before I help you
to put your baggage in the overhead compartment? Should you need your
belongings during the flight, please don’t hesitate to let us know.
- This is your seatbelt. Would you like me to show you how to use it? (Here’s an
infant seat belt for your baby)
- In case of cabin decompression, the oxygen masks will drop down
automatically on the ceiling in front of you, please reach up one mask and
place it over your mouth and your nose, and breathe normally while securing
the elastin band around your head. In this case, please help yourself.
- If you touch below your seat, you’ll find your life vest.
- The nearest emergency exits are on both sides (10) rows behind you. In the
event of an emergency, we’ll come to help you.
● At the seat - service
- The nearest lavatory is (5) rows behind you.
- (For passengers with a baby) Lavatory with a baby changing table is (10) rows
in front of you. For hygienic reasons, please don’t change the diapers in the
cabin.
- The tray table is in front of you. Here’s the latch to open and stow it. The tray
table must be stowed during takeoff and landing.
- This button is used for reclining your seat back. To recline it, just lean back
while pressing the button.
- (For passengers with babies) After takeoff, we’ll set up the bassinet and bring
some toys to your baby. Should you need to prepare a baby bottle or the baby
food for your baby, please let us know.
● At the seat - handover procedure
- (Except passengers with babies) After landing, we’ll coordinate with our
ground staff to help you disembark the aircraft after other passengers. Would
you please remain in your seat? Please do not try to leave the aircraft by
yourself.
- (For UM) Don’t follow any strangers.
- Do you have any questions for me?
- Here’s the flight attendant call button. Should you need further assistance,
please do not hesitate to let us know.

● Before landing
- Excuse me, ma’am/sir. Is everything alright? May I remind you something?
- After landing, we’ll coordinate with our ground staff to help you disembark the
aircraft after other passengers. Would you please remain in your seat? Please do
not try to leave the aircraft by yourself.
- (For UM) Don’t follow any strangers.
- Do you have any questions for me? I’ll be back to help you after landing.

● After landing
- May I walk you to the door? May I help you with your luggage?
- The ground staff will take care of you from now.

3. Routine cabin check for takeoff

- We are about to take off.
- Would you please:
+ put your seat back to the upright position?
+ fasten your seatbelt?
+ close your tray table?
+ open your window shade?
+ lower your armrest?
+ turn off your mobile phone and switch to fly mode?
+ stow luggage properly?
+ unplug charging cable?
+ remove headphone/ earphone?
+ dim cabin light?
- Reasons:
+ Seatbelt: I understand that it might be uncomfortable sometimes but
you’re requested to fasten the seatbelt for your own safety => Fastening
the seatbelt reduces the sudden impact occur during critical phases of
flight => I need to report to our captain that the cabin is secured and all
passengers are strapped in. Would you please follow the instructions so
we can depart on time?
+ Window shade: We need to observe the outside conditions and prepare
ourselves if there’s an emergency evacuation.
+ Seatback: It may be an obstruction in case of emergency evacuation and
it might affect your health due to sudden impact during critical phases of
flight.
+ Tray table: an opened tray table will block your exit route in case of
emergency and a secured tray table will give you easy access to
evacuate in case of emergency.
+ Mobile phone: it might interfere with our navigation and communication
systems. We require the cooperation of all passengers, not a particular
one.
+ Lower armrest: in case of sudden impact, you can hold the armrest to
protect yourself.
+ Stow luggage properly: it may be an obstruction in case of emergency
evacuation.
 + Unplug charging cable: it may cause fire during critical phases of flight.
All cabin crew in their jump seats, no one can help you immediately in
case of fire.
+ Remove headphone: in case of emergency evacuation, you can not hear
the evacuation commands.
+ Dim cabin lights: your eyes may get used to the darkness in case of an
emergency.

4. Amenities served in VNA flights

● Amenity kit
- Earplug
- Toothbrush
- Toothpaste
- Socks
- Slippers
● Toiletries
- Moisturizer
- Mouth rinse
- Lotion
- Razor
- Shaving cream
● Relaxation & entertainment
- Stickers
- Do not disturb stickers
- Eye mask (sleep mask)
- Headphones
- Noise-canceling headphones
- Headset
● For babies
- Bassinet
- Zipper
- Bulkhead seat: ghế ngồi gần tấm chắn
- Toys
- Puzzle
- Plush toy
- Plush bracelet
● Immigration & meal services
- Immigration form
- Arrival card
- Landing card
5.How to respond …
● If a passenger asks you to prepare a bottle of baby formula milk?
- Certainly, ma’am!
- How much water would you like?
- Would you please check the temperature before feeding your baby?
● If a pair of headphones did not work?
- I’m sorry about that.
- Have you checked that your headphones are plugged properly?
- Have you adjusted the volume?
- Would you please wait a moment while I bring you a new one?
● If a passenger borrows your pen which is not available?
- I’m sorry, sir/ ma’am.
- Another passenger is using my pen. Would you please wait a few minutes, I’ll
be back right away with another pen for you!
● If a passenger asks for unavailable toys
- I’m sorry we don’t have that kind of toy. May I bring something else for your
baby?
- We have some coloring books, learning alphabet cards & plush toys. Which
one would you like to have for your baby?

6. Drink chart
● Alcoholic drinks
- Spirits
+ Ballantine’s Whisky
+ Beefeater Gin
+ Absolut Vodka
+ Campari
- Cocktails: 7 bases
- Wines
+ Red wine: Baron D’arignac
+ White wine: Bois Bousquet
- Sparkling wine
- Beers
● Non-alcoholic drinks
- Fruit juices
+ Orange juice
+ Apple juice
+ Tomato juice
- Soft drink
+ Coke/ Pepsi
 + Diet coke
+ Sprite/ 7-up/ Lemonade
+ Soda water
+ Tonic water
+ Ginger ale
- Milk
- Water

● Aperitif cart: không mời milk

● Bar cart: mời đủ 9 loại

DAY 3
1) Setting up tray table
2) Serving mixed nuts
3) Serving aperitifs
4) Collecting cups
5) Serving hot meal
6) Serving beverages
7) Offering wine for 2nd time
8) Serving tea & coffee
9) Collecting the meal tray
10) Cabin clean up
1. Setting up tray table + serving mixed nuts
- We’re now serving lunch. May I open your tray table?
- May I offer you a pack of mixed nuts?
- Aperitif will be served shortly.
2. Serving aperitifs
- Excuse me, sir/ ma’am. We’re now serving aperitifs. We offer spirits, cocktails,
wines, sparkling wine, beers, fruit juices, soft drinks and water.
- Which one would you like?
2.1. Spirits
- For spirits, may I serve you Ballantine's whisky, Beefeater gin, Absolut Vodka
or Campari?
=> Ballantine’s whisky
- Would you like it neat or on the rocks?
=> on the rocks
- Certainly, sir/ ma’am. A glass of Ballantine’s whisky on the rocks. I’ll serve
you right away.
- Thanks for waiting, sir/ ma’am!
- Here is your Ballantine’s whisky on the rocks.
 - Enjoy your drink!

2.2. Cocktails
- For cocktails, we offer cocktails with 7 bases including Whisky, Gin, Vodka,
Campari, White wine, Sparkling wine and Beer. What kind of alcohol base
would you like for your cocktail?
=> Campari
- If you like Campari based cocktails, may I offer you Garibaldi, Tropical dawn
or Genoa?
=> Tropical Dawn
- It’s a great choice, sir/ ma’am. Tropical Dawn is a delicious cocktail made with
Campari, Gin and Orange juice, garnished with an orange slice. It tastes sweet
and bitter.
- I hope it suits your taste.
- I’ll serve you shortly.
- Thanks for waiting, sir/ ma’am. Here is your cocktail. Enjoy your drink!

2.3. Wine
- May I serve you red wine or white wine, sir/ ma’am?
=> Red wine
- For red wine, may I introduce you to Baron D’Arignac. It is a Cabernet
Sauvignon red wine from France.
- Vintage 2017.
- It contains 13.5% of alcohol.
- It has flavors of ripe red fruits and a spicy taste.
=> White wine
- For white wine, may I introduce you to our Classico Ventisquero from Chile.
- It’s a Chardonnay white wine from Casablanca valley.
- Vintage 2020.
- It has aromas of various tropical fruits such as apples, pears or cherries and a
hint of vanilla, which adds to the richness of the wine.

2.4. Beers
- May I serve you Ha Noi beer, Halida, triple three beer, Golden star, Asahi,
Kirin beer, The Malt’s, Sapporo, Hite, VB, 1664 or Stella Artois beer?
- Beer has been chilled. Would you like some more ice, sir/ ma’am?

4. Collection cups
- Excuse me, sir/ ma’am. Have you finished your drinks?
=> Not yet
 - I’m sorry. Just take your time.
- I’ll come back later to collect your glass
=> Yes
- Did you enjoy your drink?
- Thank you for your compliment.
- I’m sorry to hear that. Other drinks will be served with the main meal.
- May I collect your glass? Main meal will be served in a few minutes.

5. Serving hot meal

- Excuse me, sir/ ma’am.
- We are now serving a main course with 2 choices: stir-fried beef in pepper
sauce with mashed potatoes and grilled chicken in XO sauce with steamed rice
- Which one would you prefer?
- Would you care for some red wine or white wine with your grilled chicken?
- Your choice is ….
- Sir/ ma’am, here’s your meal. Enjoy your meal! Other drinks will be served in
a few seconds.

6. Serving beverage
- Excuse me, sir/ ma’am.
- We’re now serving beverages including wines, sparkling wine, fruit juices, soft
drinks, milk and water. Can I have your choice?

7. Serving wine for the second time

- Excuse me, sir/ ma’am.
- Would you like some more red wine or white wine?
- (giới thiệu rượu)

8. Serving tea/ coffee

- Excuse me, sir/ ma’am.
- I’m now serving coffee. Would you like some coffee?
- Would you please put your cup on my tray?
- The coffee is quite hot, please be careful.
- For black tea: Would you like some sugar, milk or lemon slices with your tea?
- For coffee: Would you like some sugar or milk with your coffee?
- Please help yourself!
- I hope you’ll enjoy your drink!
=> A passenger asks for some coffee while you’re serving tea
- I’m now serving tea.
- Another cabin crew will be serving you coffee shortly.
9. Collecting the meal tray
- Excuse me, sir/ ma’am.
- Have you finished your meal?
- Did you enjoy your meal?
- It looks like you didn’t enjoy your meal. May I know what the problem is?
- May I take your tray away?
- Would you like to keep drinking and I’ll come back to collect it later?
- May I offer you some more water?
- Would you like me to close your tray table for your convenience?
- Good rest, sir/ ma’am!