Airline Cabin Crew Training

Aviation Training Programme Airline Cabin Crew Training COURSE TEXTBOOK

1st Edition

Aviation Training Programme Airline Cabin Crew Training COURSE TEXTBOOK

International Air Transport Association Montreal — Geneva

1st Edition

NOTICE DISCLAIMER. The content of this publication is based on survey results. The opinions given are those of survey respondents and do not necessarily reflect the views of the International Air Transport Association. The information contained in this publication is subject to constant review in the light of changing government requirements and regulations. No subscriber or other reader should act on the basis of any such information without referring to applicable laws and regulations and/or without taking appropriate professional advice. Although every effort has been made to ensure accuracy, the International Air Transport Association shall not be held responsible for any loss or damage caused by errors, omissions, misprints or misinterpretation of the contents hereof. Furthermore, the International Air Transport Association expressly disclaims any and all liability to any person or entity, whether a purchaser of this publication or not, in respect of anything done or omitted, and the consequences of anything done or omitted, by any such person or entity in reliance on the contents of this publication. © International Air Transport Association. All Rights Reserved. No part of this publication may be reproduced, recast, reformatted or transmitted in any form by any means, electronic or mechanical, including photocopying, recording or any information storage and retrieval system, without the prior written permission from: Director IATA Training and Development Institute IATA 800 Place Victoria P.O. Box 113 Monteal, Quebec Canada H4Z 1M1

Aviation Training Programme Ref. No: 8317-01 ISBN 92-9195-823-9 © 2006 International Air Transport Association. All rights reserved. Montreal — Geneva

AIRLINE CABIN CREW TRAINING COURSE TEXTBOOK 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

Module 2 – Landing the Job 2.0 Landing the Job ........................................................................................................................ 19 2.1 Landing a Job ........................................................................................................................... 19 2.1.1 Resumes and applications ............................................................................................. 20 2.1.2 Training and Certification ............................................................................................... 20 2.2 Minimum Requirements............................................................................................................ 24 2.2.1 Minimum Requirements ................................................................................................. 24 2.2.2 What Skills Do You Have? ............................................................................................. 25 2.3 Grooming and Personal Appearance ....................................................................................... 28 2.3.1 Good Grooming Practices .............................................................................................. 28 2.3.2 Personal Hygiene ........................................................................................................... 29 2.3.4 Hair and Hairstyles ......................................................................................................... 30 2.3.5 Make-Up and Cosmetics................................................................................................ 30 2.3.6 Jewelry ........................................................................................................................... 31 2.3.7 Prescription Eyewear ..................................................................................................... 31

Module Summary ............................................................................................................................... 33

Module 3 – Cabin Crew Healthy Living/Lifestyle 3.0 Cabin Crew Healthy Living/Lifestyle......................................................................................... 35 3.1 Healthy Crew Lifestyle.............................................................................................................. 36 3.1.1 Nutrition and Exercise .................................................................................................... 37

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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

Module 4 – Introduction to the Aviation Industry 4.0 Introduction to the Aviation Industry ......................................................................................... 61 4.1 Airlines, Charters, Private and Corporate Jets ......................................................................... 62 4.1.1 Scheduled Airlines and Alliances ................................................................................... 62 4.1.2 Charters and Corporate and Private jets......................................................................... 67 4.2 Regulatory Agencies and Aviation Regulations ...................................................................... 71 4.2.1 What Is ICAO? ................................................................................................................ 71 4.2.2 Government Agencies in Aviation Safety - CAAs, FAA, and JAA.................................. 74 4.2.3 IATA - International Air Transport Association ............................................................... 77 4.3 Customs and Immigration for Air Travel................................................................................... 78 4.3.1 Customs and Immigration .............................................................................................. 79

Module Summary............................................................................................................................... 83

Module 5 – Introduction to Aircraft and Aviation Familiarisation 5.0 Introduction to Aircraft and Aviation Familiarisation ................................................................. 85 5.1 Aircraft Familiarisation .............................................................................................................. 86 5.1.1 Aircraft Types ................................................................................................................. 86 5.1.2 Aircraft Layout and Terminology ..................................................................................... 87 5.1.3 Aircraft Furnishings, Systems and Terminology............................................................. 90 5.1.4 General Aviation and Ground and Airport Operations Terminology .............................. 95 5.2 Theory of Flight and How Aircraft Fly ..................................................................................... 110 5.2.1 Take Off’s and Landings .............................................................................................. 110 5.2.2 Movement of an Aircraft in Flight.................................................................................. 112

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5.3 Using Time Zones .................................................................................................................. 117 5.3.1 24-Hour Clock............................................................................................................... 117 5.3.2 Greenwich Mean Time (GMT) and Time Zones........................................................... 119 5.3.4 International Date Line ................................................................................................. 122 5.4 World Airport Codes and Airline Codes.................................................................................. 125 5.4.1 World Airport Codes ...................................................................................................... 125 5.4.2 Airline Designators ........................................................................................................ 126

Module Summary ............................................................................................................................. 128

Module 6 – Crew Member Coordination and Communication 6.0 Crew Member Coordination and Communication .................................................................. 129 6.1 Roles and Responsibilities ..................................................................................................... 130 6.1.2 Cabin Crew .................................................................................................................. 132 6.2 Flight Preparations ................................................................................................................. 135 6.2.1 Pre-flight Crew Briefing ................................................................................................ 135 6.2.2 Pre-flight Preparations.................................................................................................. 139 6.2.3 Flight Preparation ......................................................................................................... 140 6.2.4 Boarding Process ......................................................................................................... 141 6.2.5 Pre Take-Off Preparations............................................................................................ 142 6.2.6 Passenger Safety Briefing............................................................................................ 142 6.2.7 Preparing for Take-off................................................................................................... 144 6.2.8 Preparing for Landing ................................................................................................... 145 6.3 Introduction to Crew Resource Management (CRM).............................................................. 149 6.3.1 Communication, Interpersonal Skills and Handling Information................................... 149 6.3.2 Basics of Crew Resource Management (CRM) ........................................................... 151

Module Summary ...................................................................................................... 155

Module 7 – Customer Service 7.0 Customer Service ................................................................................................................... 157 7.1 Passengers are Guests .......................................................................................................... 158

Module Summary ............................................................................................................................. 166

Module 8 – Managing Passenger Interactions 8.0 Managing Passenger Interactions.......................................................................................... 167 8.1 Care Giving............................................................................................................................. 168 8.2 Giving a Command and Making a Request............................................................................ 172 8.3 Flight and Fight Reactions...................................................................................................... 176

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8.4 Fear of Flying.......................................................................................................................... 182 8.5 Passenger with Special Needs .............................................................................................. 188

Module Summary ............................................................................................................................. 196

Module 9 – Safety and Emergency Procedures 9.0 Safety and Emergency Procedures........................................................................................ 197 9.1 Accidents and Survivability..................................................................................................... 198 9.1.1 Routine Preparation...................................................................................................... 198 9.2 Evacuation and Emergency Procedure.................................................................................. 202 9.2.1 Unplanned or Planned Evacuations ............................................................................. 202 9.2.2 Emergency Landings.................................................................................................... 203 9.3 Turbulence.............................................................................................................................. 207 9.3.1 Air Turbulence .............................................................................................................. 207 9.3.3 Turbulence Related Incidents....................................................................................... 209 9.3.4 Injury Prevention........................................................................................................... 210 9.3.5 Response to Turbulence .............................................................................................. 211 9.4 Emergency Equipment ........................................................................................................... 214 9.4.1 Types of Emergency Equipment .................................................................................. 214 9.4.2 Types of Evacuation Equipment and Use .................................................................... 216 9.4.3 Firefighting Equipment ................................................................................................. 217 9.4.5 Emergency Equipment for Ditching.............................................................................. 219 9.5 Responding to Fires ............................................................................................................... 222 9.5.1 Classification of Fires ................................................................................................... 223 9.6 Decompression....................................................................................................................... 226 9.6.1 What is Decompression? ............................................................................................. 226 9.6.2 Basic Response Procedures in a Decompression ....................................................... 227 9.7 Hypoxia and How to Recognise it .......................................................................................... 228 9.7.1 Hypoxia......................................................................................................................... 228 9.7.2 Rapid/Explosive Decompression.................................................................................. 229 9.7.3 The Effect of Decompression on the Flight Crew: TUC or Time of Useful Consciousness ............................................................................................................. 230

Module Summary ............................................................................................................................. 232

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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 10.3 CPR, AED and Heimlich Maneuver....................................................................................... 247 10.3.1 Assisting Someone Who Has Stopped Breathing...................................................... 247 10.3.2 CPR ............................................................................................................................ 248 10.3.3 AED (Automated External Defibrillator)...................................................................... 251 10.3.4 Heimlich Maneuver..................................................................................................... 252 10.3.5 Sample Cabin Crew Medical Training Syllabus ......................................................... 253

Module Summary ............................................................................................................................. 256

Module 11 – Introduction to Dangerous Goods 11.0 Introduction to Dangerous Goods ......................................................................................... 257 11.1 Dangerous Goods ................................................................................................................. 258 11.1.1 What are Dangerous Goods?..................................................................................... 258 11.1.2 Regulations and Standards ........................................................................................ 259 11.1.3 Classifications of Dangerous Goods .......................................................................... 259 11.1.4 Why Dangerous Goods At All?................................................................................... 260 11.2 Hasard Class Definitions - Identification and Recognition .................................................... 263 11.2.1 Dangerous Goods or Hasard Class Definitions ......................................................... 263 11.3 Precautionary Measures - Enforcement and Reporting ........................................................ 267

Module Summary ............................................................................................................................. 272

Module 12 – Aviation Security 12.0 Aviation Security.................................................................................................................... 273 12.1 Threats to the Industry - Bomb Threats, Hostage/Hijacking, Threatening or Abusive Passengers............................................................................................................................ 274 12.1.1 Who Poses a Threat?................................................................................................. 274 12.1.2 Major Threats to the Aviation Industry........................................................................ 275

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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

Module 13 – Introduction to Airline Catering and Food Service 13.0 Introduction to Airline Catering and Food Service................................................................. 293 13.1 Airline Catering ...................................................................................................................... 293 13.1.1 Food Service in the Airline Industry............................................................................. 293 13.1.2 Caterers...................................................................................................................... 294 13.2 Galleys and Equipment Familiarisation ................................................................................. 297 13.2.1 The Galley .................................................................................................................. 297 13.2.2 Pre-Flight Galley Check ............................................................................................. 298 13.2.3 Delivery and Loading of Catering Services ............................................................... 299 13.2.4 Security Procedures ................................................................................................... 300 13.2.5 Types and Codes for Special Meals........................................................................... 301 13.3 Service Types and Levels ..................................................................................................... 316 13.3.1 Service Levels ............................................................................................................ 316 13.3.2 Types of Meal Service................................................................................................ 317 13.4 Food and Service Hygiene .................................................................................................... 321

Module Summary ............................................................................................................................. 326

Glossary ......................................................................................................................................... 327

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INTRODUCTION Introduction to Cabin Crew Training Welcome to the exciting world of the cabin crew profession! If you have been thinking about becoming a flight attendant, otherwise known as cabin crew, then this course will give you a sound foundation on all aspects of the profession. You will learn about the aviation industry as well as aircraft and how they achieve flight. There is also a module dedicated to the basic terminology and language that you will need to communicate with others in the aviation industry. There will be many challenges along with the rewards of this profession and you will have the opportunity to explore both aspects throughout the course. There are many helpful hints and guidelines to help you navigate the obstacles and challenges you might expect to find once on the job. Some of these hints involve living a healthy lifestyle by following some basic principles of good nutrition and exercise. The course also outlines the basic duties and responsibilities that you will be expected to perform as cabin crew, including safety and emergency procedures, food and beverage service, emergency landing and evacuation, recognising dangerous goods, handling a medical emergency, crew coordination and communications, managing passenger interactions, handling special needs passengers and ensuring the safety and security of crew and passengers. In addition, this course gives you a basic background on effective customer service, which is an essential skill to being a successful cabin crew. After completing this course you will have a clear idea of what it takes to be cabin crew. The assumption is made that you do not have any experience as cabin crew, so that the material covered is basic and written in a style that is easy to understand. Once you have completed this course you will have a good idea on what it takes to land a job as cabin crew and what the minimum requirements are in order to qualify for the position.

Learning Aids To help you successfully complete and enjoy the course in a productive fashion, we have included the following learning aids:

Introduction

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Real Life Examples These appear throughout the Course. They will provide you with the opportunity to see what you have studied in the context of “real world” situations.

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.

Key Learning Points Key Learning Points are highlighted throughout the text and are designed to emphasise particularly important issues and conclusions.

Summary Each lesson and module ends with a Summary drawing together the main points.

Glossary At the end of the Course, there is a “GLOSSARY” section, which explains the most important terms used in the manual.

Recommended Reading Should you wish to further research a given topic, a list of recommended reading is included at the end of each lesson and/or module.

Examination Procedures The course fee covers the training material and mailing but does not include any expense incurred by the student in connection with the examinations. Examinations leading to an IATA Certificate in Airline Cabin Crew Training will be held in APRIL and OCTOBER of each year at IATA Examination Centres (in Geneva, Miami, Montreal, Singapore and many other locations). The examination must be taken within 18 months of registering for the course. Students who are not successful at the first attempt may retake the examination once at no extra fee, within this period.

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Students must notify the IATA Training and Development Institute of their intention to take the examination AT LEAST 2 months before the examination date. Candidates are required to bring their identity card or passport to the examination. Students who register for an examination and do not attend will be recorded as no-show and will automatically lose one examination attempt. This course is designed to make the study of Airline Cabin Crew professionals as enjoyable and as stimulating as possible. We hope we have succeeded. Good luck with the course.

Introduction

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1.0 Introduction to the Cabin Crew Profession MODULE OVERVIEW

Module Learning Ojectives Upon completion of this Module you should be able to: x

Explain how the cabin crew profession has evolved over the years.

x

Describe a typical day in the life of a crew.

x

List the rewards and challenges of the cabin crew profession.

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 will look at some of these challenges and offer tips for handling them. The aim of this module is to give an overview of the history of the cabin crew profession and how it evolved over time. We will take a look at the responsibilities of the early cabin crew and how these responsibilities grew over time. This module also describes a typical day in the life of a member of the cabin crew. This section will cover the duties before a flight, on the flight and after landing at the destination.

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1.1 History and Origin of Profession LESSON OVERVIEW

Lesson Learning Objectives Upon completion of this lesson you will be able to: x

List the key historical milestones.

x

Explain the origin of the cabin crew profession.

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 looked for ways to provide service and safety to passengers. However, roles and jobs evolved as the industry grew. The profession has come a long way from the very first cabin boys to the well-trained crews of over 300,000 men and women today. The presence and contribution of the cabin crew provides comfort to millions of travelers around the world.

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:

Did you know? Some of the duties of early cabin crew members included swatting flies after take off and checking bolts on seats to make sure they were securely fastened down.

y In-flight service began with “cabin boys” or stewards in 1922 with Britain’s Daimler Airways. y “Cabin boys” duties included checking passengers in, and weighing and loading mail and luggage. They also offered passengers general comfort and reassurance. In the late 1920s a small lunch service was introduced. y The year 1930 brought about a new direction in cabin crew, as Ellen Church became the first “stewardess”, flying for Boeing Air 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. y Stimpson hired Ellen Church as Chief Stewardess and seven additional nurses to represent the airline. They were called the “original eight”.

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y On May 15, 1930, Ellen Church launched a career as the world’s first stewardess flying from Oakland, California to Chicago, Illinois. y Other airlines followed Stimpson’s lead hiring “air hostesses” (Eastern Airlines 1933). Swissair was the first European carrier to hire an air hostess in 1934, a woman by the name of Nelly Diener. y By the 1950s government and regulatory agencies began to require that cabin crew on commercial aircraft be thoroughly trained in in-flight safety procedures. In studying accidents and safety procedures over the years, it continued to become apparent that the cabin crews were crucial to the safety and security of passengers in emergency situations. Today strict guidelines regulate cabin crew training programs. Cabin crewmembers play an important role in safety, security and service today. This is a huge change from the loading mail and luggage duties they did in the profession’s early days. 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

1. Cabin crews provide passengers with service, safety and security.

…

…

2. Today’s cabin crew’s profession employs more than 300,000 men and women.

…

…

3. The first stewardess was hired to work on an airplane in the 1920s.

…

…

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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. In 1930, Ellen Church, a registered nurse, became the first “stewardess” for Boeing Air Transport (later to become United Airlines). Steve Stimpson of Boeing Air Transport hired Ellen Church to be the first Chief Hostess, in addition to seven other nurses. They were called the “original eight”. In 1933 and 1934 European airlines followed Stimpson’s lead. In the 1950s, the government and regulatory agencies began to require that the cabin crew be trained in safety procedures. Over the years these training programs have grown, as the cabin crew is crucial for the safety and security of the passengers. Today there are over 300,000 men and women working in the cabin crew profession, ensuring that passengers feel comfortable and safe.

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1.2 A Day in the Life of a Crewmember LESSON OVERVIEW

Lesson Learning Objectives Upon completion of this lesson you should be able to: x

Describe the highlights of one day as a crewmember.

Did you know? A day in the life of a cabin crew brings many rewards and challenges. The key is to be prepared and be flexible.

No matter the type of airline you work for, the duties of a flight attendant are primarily the same. Job responsibilities fall into the categories of safety, security and service. The duties within each of these categories are numerous and challenging. While there are many rewards to being a cabin crewmember, it is also important to understand the challenges and responsibilities that come with the job.

1.2.1 A Day in the Life 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 airport early enough so that you have time to drive or take public transportation and still arrive in time to report for duty. Remember, you may be required to be at the airport as much as two hours prior to a flight so it is important to plan accordingly. Packing your bags the night before will make it easier for you to be 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: 1. You must be in full regulation uniform at all times, note that a watch is also required as part of your uniform. 2. Bring your Safety and Emergency Procedures Manual and make sure it is up to date with current information. 3. Carry your passport, and wear your airline identification badge and any other required security clearance badges. Your airline ID will be required to allow you through security and have access to the aircraft. Some airports may require a security clearance ID in addition to your standard airline ID. Note that wearing a uniform does not allow you access to the aircraft or secured airport areas

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without ID. Your airline will assist you in obtaining all necessary identification badges. 4. Airlines may also require that you carry a flashlight. The flashlight may be one that they issue or you may be required to purchase your own. In-flight management or your senior cabin crew will check to make sure you have met all requirements for check in. It is important to double-check these items yourself before leaving for the airport. Once you are checked in, you should have sufficient time to check your mailbox or company email for any changes in procedures. You will also get other important information you need to know before the 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 Assisting customers with luggage y Assisting customers with finding their seats y Conducting special briefings as required for special needs passengers and those in emergency exit rows y Answering questions y Offering pillows, blankets and magazines

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First and business class passengers generally receive a more personalised service during boarding including amenities, beverages, newspapers and even an offer to hang up their coats. Although first and business class passengers receive extra attention, it is the cabin crew’s responsibility to make all passengers feel both safe and comfortable. 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 walkthrough 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.

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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.

1.2.2 Benefits and Challenges of the Cabin Crew Profession Rewards of the Position 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.

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Geographic Flexibility and Opportunity 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 While there is no standard rule for benefits packages, as they vary by airline and country, you will most likely have vacation and holiday time (although you may not have holidays off you may receive compensation or alternate time off for those days). In addition, it is common to have health care and other standard offerings from major companies. Travel Benefits One of the biggest benefits to airline personnel is the opportunity to travel for a nominal charge to cover appropriate taxes and fees. While this is a great option one must also remember that you travel according to “space available” or non revenue, which means you will get on a flight only when seats are available. Joining the airline community also means that you have access to travel benefits with other airlines worldwide (depending on the agreements your airline has with other airlines), hotels, cruises and other travel entities at reduced rates. Cabin and flight crew also have additional perks that sometimes allow them to travel on jump seats of other airlines.

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Cities, Cultures and Customs As cabin crew you will have the opportunity to see and visit places without having to plan a vacation or personal time there. You will also encounter people from around the world giving you an opportunity to learn about cultures and customs from a first hand perspective by either providing service to people of a different culture or by enjoying a layover in a new city. Being cabin crew provides wonderful learning opportunities, as even the smallest cities of the world have fascinating places and people to encounter. Furthermore, there is a chance that in your career you will encounter dignitaries and persons of fame who can be very interesting to have on a flight.

Challenges of the Position Although there are numerous rewards in the cabin crew profession, some of these rewards can be seen as challenges as well. For example, while you might view an aspect of the job as a reward, your colleague or another crew might view it as a challenge. Schedules Although at times a varying schedule is a reward, you might also find it a challenge to be required to work holidays and weekends causing you to be away from family and friends. Although many cabin crew have some control over their schedule, you are also expected, at all times, to be flexible in the days you work and where you fly. 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

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schedule too. Though you are scheduled to return home at a certain date and time there may be conflicts with the schedule that are out of your control. However, one could look at this aspect of the profession in a positive way because knowing how this situation may feel helps you empathize with an upset passenger who might be facing the same problem. Finances Depending on your financial situation when you begin your career, finances can be a challenge in the early days of becoming a cabin crewmember. Most airlines, especially in today’s challenging business environment, do not provide compensation while you are in training. However, if they do it is generally a nominal amount to cover daily expenses. Some airlines offer a bonus or pay at the successful completion of training. It is important to consider a few financial aspects about the profession before making a decision to train to be a cabin crewmember. For instance you may have to complete 6-8 weeks of training without a regular paycheck. In addition, though you might complete the training, you may not be in sequence to receive a paycheck until you complete several trips or a scheduled month of flying. In order to be sure of the type of compensation you may receive after your training, first research the airlines you are considering working for in order to have some idea of what they offer. Some airlines may offer short-term housing or reduced rate lodging during the training. This is common for training centers that are away from where they domicile. That is to say, the training centers are often far from the crews’ home base or where they will live after completing the training. 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. It is also important to consider how you handle your finances and banking while traveling as a cabin crewmember. A credit card is recommended when traveling, as many hotels will not let you charge things to your room without putting a card on record for incidentals. The actual hotel lodging is arranged and paid for by the airline for layovers; however, you will be personally responsible for any charges incurred to your room for food, phone service, Internet service and movies. (Airlines will often negotiate with hotels to

Module 1 ̛ Introduction to the Cabin Crew Profession

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receive discounts on services for crew – such as local phone access, meals, gym and facility fees). 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 c) airline ID

b) passport d) compass

2. What are the rewards of the cabin crew profession? 3. What are some reasons why it is important to research the airline before going for the initial training? 4. List at least three tasks you will perform during boarding.

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Answer Key 1. a, b and c 2. Numerous places and cultures one gets to experience as cabin crew member. As a cabin crew member you do not have a typical 9-5 schedule and are often able to manage and trade your schedule to suit your needs. 3. Many airlines do not offer compensation during the several weeks training period, which is an important factor to consider when choosing an airline. Research the different benefits the cabin crew is eligible for such as vacation time, reduced fares on flights and health-care. 4. y Assisting customers with luggage y Assisting customers with finding their seats y Conducting special briefings as required for special needs passengers and those in emergency exit rows y Answering questions y Offering pillows, blankets and magazines

Lesson Summary This lesson looks at the key points of the day in the life of a cabin crewmember. A cabin 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. When you report for work you are required to have: 1. Your regulation uniform and a watch 2. Your cabin crew manual that has up to date information 3. Passport, airline ID and security badges 4. A flashlight

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Besides in-flight duties like serving beverages and meals the cabin crew is concerned with the safety and comfort of the passengers. It is important to note that the cabin crew profession is a “front-line” service, which means that you are constantly interacting with people. This lesson also reviewed some of the rewards and challenges of the cabin crew profession, including travel benefits, cultural experiences, financial benefits, scheduling and lifestyle challenges to name a few. The key to a successful experience as cabin crew is being prepared and maintaining a calm and flexible attitude.

MODULE SUMMARY This module gives an overview of the history of the cabin crew profession, as well as some of the personal aspects of the job. The historical information regarding the beginning of the profession gives some perspective on how the profession has evolved from the “cabin boys” of the 1920s to over 300,000 cabin crewmembers today. After learning about a “Day in the Life” you have a better idea of the tasks a cabin crew can expect to perform in one day as well as the rewards and challenges one faces in the profession as a whole. Though there are numerous rewards and travel benefits this module also examines the challenges one might face as a cabin crew professional. Furthermore, the module looks at the different benefits a cabin crew may be offered in terms of health care and additional perks. Finally, the module urges you to research these factors before choosing an airline. To prepare for the final exam, complete the progress checks found at the end of each lesson several times. You know you are ready for the final exam when you are able to perform the actions listed in the module and lesson objectives.

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2.0 Landing the Job MODULE OVERVIEW

Module Learning Objectives Upon completion of this Module you should be able to: x

Identify sources and list the steps and requirements for starting a cabin crew career.

As with any job, there are certain steps that you need to take to prepare yourself when applying for a job as cabin crew. Before applying for a position as cabin crew you need to ask yourself: y Do I meet the minimum requirements for the job? y Where do I go to apply for a job? y Do I understand common hiring practices and procedures for the airline industry? y What information do I need to have in order to apply for a job as cabin crew? y What will the training be like, if I get hired? These and many other questions will be answered when you complete this module, which will give you an overview of what you need to do and how you should prepare to land a job in the airline industry and in particular as cabin crew (or flight attendant). You will be introduced to the general application process and minimum requirements for applying on a job as well as basic personal hygiene and grooming requirements for the position of cabin crew.

Lesson Learning Objectives Upon completion of this lesson you should be able to: x

Identify different sources of recruitment in the airline industry.

x

Identify common recruitment practices.

x

Identify key elements and information that should be included in resumes and applications.

x

Explain the training and certification process for cabin crew (where applicable).

2.1 Landing a Job LESSON OVERVIEW These days you can view and apply for vacant cabin crew positions online. Most major airlines have information on their websites regarding cabin crew hiring and the application process. Some airlines have links to contractors that do the hiring and recruitment for them. Traditional advertisements in local or national newspapers are still used today but mainly for large-scale hiring. To this day, the cabin crew profession is perceived to be prestigious and even glamorous. Therefore, airlines receive thousands of applicants every year and you have to be prepared to compete with many other aspiring cabin crew. This lesson gives you a detailed idea of the various steps in the recruitment process, starting from submitting the application to being called for an interview and ending up in training. You will also be introduced to some of the skills and experiences that are required by airlines. This lesson concludes with a look at the training aspect of the cabin crew as you will be introduced to the training process and content that will be covered during training sessions.

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2.1.1 Resumes and applications

Key Learning Point You will probably participate in a group interview during the hiring process.

Depending on the airline, some will require that you fill out their application form while others may accept your resume/CV and cover letter. If possible, it is recommended to submit both. Remember to highlight the most important skills and experiences you have that fit within your customer service background. To apply for a job you must be able to sell yourself by highlighting skills that airlines are looking for. Review your previous work or life experiences that will translate to skills you will need as cabin crew. Mention any skills or experiences in your past that would translate well to this career such as medical background, security background, volunteer work, taking care of children or the elderly, or work in any service or customer relations business. Focus on customer service and/or jobs that involved people, even for a short duration. If you have held a waiter/waitress job during your college days, it could prove helpful to mention in your application. In addition, completing tasks efficiently, good attendance and dependability is paramount in this industry. It would be beneficial to mention these qualities in your work history. Airlines require an extensive background and criminal records check. Take the time to organise and list all the places you’ve worked at and lived in. Some countries/airlines require 5 years and others may require as many as 10 years of background check. You should also list any language, computer, or first aid courses you may have taken. If you have no experience in these areas, it is advisable to take a class or two that will contribute to these necessary skills. Similar to applying to other professional jobs, your resume/ application should show professionalism. This includes proper use of grammar and correct spelling. Ask someone with experience to read your CV/resume and your cover letter in order to get feedback before you submit it. Remember, first impressions are very important!

2.1.2 Training and Certification Becoming a member of the cabin crew requires extensive training. For that reason, every reputable airline will have its own training program or will require you to complete one through their contracted training provider. 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

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programs vary in length from 4-12 weeks. After the completion of the initial training you may be on a probation period or trial period for approximately 3-6 months. With such relatively long training programs, the content that is covered is diverse in nature. As a trainee, expect training to include the following topics: y Company history and orientation. y Safety and emergency procedures. y Drills and simulation exercises for firefighting, operating emergency equipment and ditching (you will be in a pool and required to swim and board life rafts. You will also become familiar with the survival equipment contained in the life rafts). y First aid. y Aircraft familiarisation (studying and understanding each type of aircraft that the airline flies, including how exits operate, the location of equipment and aircraft features). y Customer service and how to handle passengers with special needs. y Service (food preparation and presentation and serving standards). y Administration (paperwork, bidding, schedules). y Initial orientation experience (you will be sent on a short flight or two and observed by a training instructor or certified personnel. You will assist the working crew for the flight). The training is intense and focused. You will be tested on the material almost daily and passing grades must be maintained throughout the training or you may fail the course. Expect to attend a full day of class as well as spending additional time in the evening studying. After graduation, you will return every year for a refresher training (sometimes called recurrent training) to review safety and emergency procedures and other important topics related to the job.

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Progress Check TRUE

FALSE

1. Group interviews are done to observe communication and listening skills with others.

…

…

2. Once an applicant has completed the online application or submitted an application, he/she will immediately be invited to a one on one interview.

…

…

3. Training programs can vary in length from 4-7 weeks.

…

…

4. After the completion of training you may be on a probation period or trial period for 3-6 months.

…

…

5. Describe the hiring process adopted by airlines. 6. What are interviewers looking for in potential candidates for the cabin crew profession? 7. List at least 6 topics covered in training sessions.

Answer Key: 1. True 2. False 3. True 4. True 5. y Fill out application on line y Telephone interview y Group interview y One-on-one interview y Medical examination y Background check y Training

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6. y Customer service and or community work experience y Flexible (cope well with change), work well under pressure, good communication skills, friendly, able to work in teams, good presence, body language and poise 7. y Company history and orientation y Safety and emergency procedures y Drills and simulation exercises y First aid y Aircraft familiarisation y Customer service y Service y Administration y Initial orientation experience

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.

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2.2 Minimum Requirements LESSON OVERVIEW

Lesson Learning Objectives Upon completion of this lesson you should be able to: x

x

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 defined and specialised. While there may be some variation, most airlines will look for some minimum requirements for the job. It is strongly suggested that you research the airline to which you are applying, to ensure that you meet the necessary qualifications.

Identify the minimum requirements to be considered for a cabin crew position.

The following lesson will give you a clear idea of what minimum requirements airlines generally look for.

Identify basic skills and traits needed to be considered for a cabin crew position.

Requirements vary between airlines some of which involve skill and others personal traits and characteristics. Skills can always be 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:

2.2.1 Minimum Requirements

y Minimum age requirements vary worldwide between 18 and 21 years. y Height requirements are generally between 1.57m and 1.85m. y Weight should be in proportion to height and you should be in excellent physical and medical condition. Many airlines will conduct a medical check including vision and hearing screening and ask you to take a drug test. Contact lenses and eyeglasses are allowed. Most airlines will also require that you have the ability to swim. y Background check (work history and criminal record) varying from 5-10 years depending on the requirements of the country or airline that you are applying to. y Some airlines may have specific language requirements of fluency in one or more languages. Multiple language skills are a hiring advantage at most airlines. If an airline flies internationally you must be able to speak English as aviation’s international language. y You must be a holder of a valid passport without restrictions. (You may be asked to bring it to your interview).

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y High school diploma or certificate of completion is required by most airlines, but university education is not required for all airlines: 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.

2.2.2 What Skills Do You Have? Airlines base their hiring decisions on skills you possess and experiences you have under your belt. Listed below are experiences and qualities that airlines generally look for in candidates for cabin crew. 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. Customer service experience Strong communication skills Experience in dealing with the general public First aid or medical training Ability to work well in a team Good judgment Ability to handle pressure in stressful situations Outgoing Flexible Positive self image with excellent grooming and appearance Outstanding attendance and dependability Willingness to work on an unpredictable schedule, holidays, nights and weekends

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Progress Check 1. Minimum age requirements vary worldwide between ___ and ____ years. a) 24 b) 21 c) 18 d) 25 2. Height requirements are generally between ____ and 1.85m a) 1.46m b) 1.57m c) 1.64m d) 1.73m 3. List at least 4 skills and/or qualities for employment as cabin crew. ___________________________________________________ ___________________________________________________ ___________________________________________________ ___________________________________________________

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Answer Key 1. c) and b) 2. b) 3. y Customer service experience y Strong communication skills y Experience in dealing with the general public y First aid or medical training y Ability to work well in a team y Good judgment y Ability to handle pressure in stressful situations y Outgoing y Flexible y Positive self image with excellent grooming and appearance y Outstanding attendance and dependability y Willingness to work on an unpredictable schedule, holidays, nights and weekends

Lesson Summary You are now more familiar with the qualities and skills the airlines are looking for in new recruits for cabin crew. You are also able to identify which of these you already possess and can begin to think about what qualities or skills you need to develop before applying for a position as cabin crew.

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2.3 Grooming and Personal Appearance

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 grooming in preparation for the cabin crew profession.

LESSON OVERVIEW Airlines have high expectations for personal appearance and grooming. As cabin crew you will be highly visible and the way you represent the airline is important. The customers’ impression is influenced by image. Looking professional and well groomed also gives the customer a sense of confidence and reassurance in your abilities as a cabin crew professional and the services that you provide. First impressions are lasting and you will make them even before you get to the aircraft while riding public transportation or walking through the airport. Your appearance and conduct matter because any time you are wearing the airline’s uniform you are representing the company. This lesson will look at common grooming practices required by airlines. These include personal hygiene, hairstyle, make up, jewelry, and prescription eyewear.

2.3.1 Good Grooming Practices Good grooming and appearance will start long before you take the first flight. Look your best at the interview process and continue to do so throughout training. Each airline will have exact standards for hair, jewelry, make up and other personal grooming requirements, these are considered part of the uniform. In addition many of the standards and guidelines are set with personal safety in mind. You

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will learn about them during training and you will be expected to maintain those standards in order to successfully complete the program. Most airlines consider the following grooming and attire standards to be a condition of employment. Treat your approach to appearance each day in training as if you were going to a job interview. Just because you’ve been offered a spot in a training class does not mean your appearance or anything else can slide until you graduate. Every day you will be assessed and evaluated on your skills, abilities, participation, appearance and your image. Do not take it lightly when you are given feedback to improve or change some aspect of your look to meet standards. Use feedback as an opportunity to learn and grow. The following are categories where you will be expected to maintain airline standards. The descriptions are general and you can expect further detail in an airline’s uniform and appearance manual.

2.3.2 Personal Hygiene You are expected to maintain proper hygiene standards at every moment of your work. High standards in this area require fresh breath, clean teeth, and a clean body (particularly hands and fingernails). Your complexion should be healthy, clean and clear. Maintain (or begin) a good skin care routine with cleansers and moisturizers that work for your skin type. Regular care and moisturizing will be key in keeping your skin healthy in the cabin environment. 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. Fingernails and hands should be well maintained. As a cabin crew your hands will take a beating from the dry environment and constant washing. Fingernails should be clipped short. Women’s fingernail requirements may vary according to airline regulations but length and color of nails should be uniform, without extreme colors, jewels or adornments. Since you will be working extensively with your hands, extremely long nails may inhibit your ability to do your job as best as possible and can easily be ripped or broken during service. 6.5 mm beyond the tip of the nail is a recommended length for women.

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Although tattoos may have different cultural or religious importance in certain societies and are currently fashionable, most airlines require you to cover them completely.

2.3.4 Hair and Hairstyles Hair must be clean and styled appropriately for a professional business look. It should be styled so that it does not fall into your face during meal services. Hair for females: In general most airlines will allow hair that is shoulder length or shorter to be worn loose. If your hair is longer there are requirements to have it secured in a braid, ponytail or worn up in a twist/knot/chignon. Loose strands, hanging wisps, or tendrils do not represent a professional image. As you evaluate your own style be mindful of the necessary maintenance that this job entails. Long days, early mornings, and short timeframes in which you must ready yourself should be taken into account. Hairstyles that require extensive amount of time to fit the standards can be frustrating. Hair products used should compliment a style and not distract from it. Hair accessories should not be extreme or distracting. You should try to keep hair accessories to a minimum. Extreme styles and unnatural colors are not generally accepted. Dyed hair should not show visible roots. Hair for males: 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. Beards, goatees and mustaches are generally allowed if they are conservative in style. However, they must be fully-grown and trimmed to fit the contour of the face. Otherwise face should be clean-shaven without stubble or visible growth

2.3.5 Make-Up and Cosmetics Some airlines may require women to wear makeup as a means to look their best. If worn it should be natural and complimentary to the skin tone. Remember that the purpose of make up is to enhance overall appearance and not detract from it.

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2.3.6 Jewelry Jewelry should again follow conservative guidelines without extremes. For safety reasons, it is not recommended to wear items in excessive size or length. Generally, one pair of earrings (small hoops or small gem studs, and not ones that dangle), a single bracelet, and a single strand necklace is acceptable. Watches are considered part of the uniform and should be worn daily. However, watches should also be conservative rather than flashy. It is important to note that wearing nose studs/loops, eyebrow rings and tongue studs is not permitted while on duty.

2.3.7 Prescription Eyewear If you wear eyeglasses, they must be conservative in color and contact lenses should also be natural in color. Airline practices for grooming and appearance tend to be conservative or should mirror the clientele served. What may be popular in today’s fashion world may not be at all accepted by airline grooming standards. Some candidates find it challenging to change their look to fit the standards. Although at times difficult, it is advisable to take constructive feedback about your appearance and apply it to your grooming habits. It may help you land the job.

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Progress Check 1. High personal hygiene standards require ________, _______, and a _____________ 2. Explain why grooming is important to the airline industry. 3. Jewelry that is permitted while on duty are: a) Nose ring b) Watch c) Small hoops earrings d) Small bracelet 4. Trimmed beards, goatees and mustaches ‡ Acceptable

‡ Unacceptable

5. Bald heads for men ‡ Acceptable

‡ Unacceptable

6. Shoulder length hair for men and women ‡ Acceptable

‡ Unacceptable

7. Long fingernails ‡ Acceptable

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‡ Unacceptable

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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.

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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.

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3.0 Cabin Crew Healthy Living/Lifestyle MODULE OVERVIEW

Module Learning Objectives Upon completion of this Module you should be able to: x

Explain the benefits of good nutrition and doing regular exercise.

x

Recognise and identify ways to adapt to the lifestyle changes inherent to the cabin crew profession.

x

List the various pressures 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.

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 of the cabin crew. It is important to learn about nutrition, exercise and other healthy habits in order to help you maintain a healthy lifestyle. A cabin crew’s lifestyle is different from most, as the demands of the profession are different from most other jobs. This module will also look at these expected lifestyle changes and will provide a variety of coping strategies to help you manage and deal with these changes, as well as offer techniques to use in stressful situations. We will also look at the health risks associated with flying and the steps that must be followed in order to prevent illnesses. The module finally talks about your personal security on the road. We will discuss the various measures that can be taken to reduce your risk of being targeted while away from the base.

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3.1 Healthy Crew Lifestyle LESSON OVERVIEW

Lesson Learning Objectives Upon completion of this lesson you should be able to: x

Explain the benefits of good 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.

Key Learning Point Through exercise and nutrition, one can maintain a healthy lifestyle.

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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 health is at its best while performing the duties of your job. In order to build good daily health routines, you should be aware of the benefits of nutrition and exercise. This lesson will give you various nutrition and exercise tips that will help you maintain a healthy lifestyle.

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3.1.1 Nutrition and Exercise Although your regular routine will virtually disappear when you become a cabin crew, there is no reason you can’t maintain a healthy routine even when traveling. A healthy routine comes with preplanning, self-evaluation and some experimentation. The time you spend will prove to be extremely beneficial; not only will you protect yourself against illness, but you will also feel better and be able to perform at optimum levels while on duty – even though you may work long hours and be away from home for many days at a time. 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 The difficulty in maintaining good nutrition and eating habits in this profession is that your days are not your own. You may have meals provided for you by your airline or you may have to rely on your own resources to obtain food as sometimes you may be asked to bring food with you. (If you are traveling internationally, keep in mind that there might be restrictions on bringing food into certain countries). 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

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consumption (you should note that airlines have strict requirements regarding consumption of alcohol prior to a duty period). 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 Being active off the airplane is important in order to strengthen and build your muscles to avoid injury and increase flexibility. It will also help you sleep better, reduce stress and increase overall well being. Your hotel may offer a workout facility or contract with a local gym if they do not have their own. Take the opportunity to learn how to do some in-room exercises and stretches if you are limited on time or facilities. Learn basic yoga poses as a form of exercise and meditation.

Walking and jogging are good options for getting exercise and seeing the local sights. You should check with the hotel concierge for local safe walking or running routes. Also, as a safety measure, find a crew who is willing to work out or walk with you. This may also be a nice way to build relationships and encourage you to stay active.

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3.1.2 Proper Lifting Techniques Proper lifting techniques are critical to your good health routine as cabin crew. Cabin crew often experience back injuries by lifting improperly when dealing with luggage in overhead bins, lifting your own luggage, or moving and relocating galley equipment (carts, pushing and pulling and carrying trays). Below are steps for a proper lifting technique: 1. Plan ahead before you lift; clear the path. 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. 5. Tightening your stomach muscles will hold your back in a good lifting position and prevent excessive force on the spine. 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.

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Progress Check 1. Of the following, what are the recommended nutritious food to consume during flying? a) nuts b) fruits c) chocolate d) varied sandwiches e) whole grains 2. What are the benefits of good nutrition? 3. What are the benefits of exercise for cabin crew? 4. List possible ways in which cabin-crew members can maintain a solid fitness schedule between flights. 5. Describe the process of a good lifting technique.

Answer Key 1. a), b), and c) 2. To handle the physical and mental demands of being a cabin crew and to combat the effects of jetlag. 3. Activity off the airplane is important to strengthen and build muscles to avoid injury and increase flexibility, help achieve better sleep, reduce stress and increase overall well being. 4. Your hotel may have an exercise facility or there may be a local gym that you can access. Crews can also practice exercise and poses in their hotel rooms if they do not have the means to use a facility. Crews are also advised to inquire about safe walking routes and find a partner with whom they can walk. 5. To avoid injury a good lifting technique is achieved by lifting with the legs and not the back. Wrap your hands around the object and bring it close to your body. In lowering objects bend your knees and not your back. Remember to ask for assistance if the load is heavy.

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Lesson Summary In this lesson we discussed the importance of creating a balanced nutrition plan and exercise routine for healthy living, especially while traveling. By making sure that you maintain a healthy and balanced lifestyle, you will be better equipped to perform your duties as a crew. It is important to plan ahead by having mini-meals and keeping yourself hydrated throughout the day in order to ensure you receive the nutrients you need while on the job. You should also keep up with a regular fitness regimen when you are off-duty so that you have the energy you will need while in the air. It is easy to experience injury as a crew as you will be lifting heavy items frequently. In order to prevent this, it is essential that you practice good lifting techniques.

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3.2 Adapting to Lifestyle Changes LESSON OVERVIEW

Lesson Learning Objectives Upon completion of this lesson you should be able to: x

Identify the lifestyle changes that will occur between current lifestyle and the one you will encounter as a cabin crew.

The nature of the cabin crew profession, with its scheduled hours and destinations, requires considerable adaptation on the part of cabin crews. These changes can have a direct effect on your current lifestyle. To minimise the initial shock of your new profession, you should make arrangements that will help you deal with the new lifestyle. After going through this lesson you will have a better idea of the various lifestyle changes that come with this profession. You will learn how to adjust your personal life and make arrangements in regards to your personal life back home. We will also look at some strategies that will help you deal with these changes.

3.2.1 The Lifestyle of Cabin Crew Some of the very things that make the lifestyle of the cabin crew appealing are also the aspects that can contribute to the pressures that it can add to your life. Be aware of them and think about how you might respond to these changes and evaluate if these are changes you can and want to make in your life.

Key Learning Point The pressures of the cabin crew profession are challenging yet equally rewarding.

There are several areas of your life that will change when you begin a career as a cabin crew. As you train for the job and go through the first years of flying, you will realise that you have little (if any) control over your work schedule - this includes days off, type of flying, destinations, vacation selection and holidays away from work. Schedule Many cabin crews start off their career as reserve flight attendants – those who are on call for assignment. You have set days off and set days on in which you must be ready to be called out for assignment at any time – sometimes with little notice. In some situations you may even be assigned trips that will continue into days off that you had scheduled. In these situations, your time-off will be moved to a different point in the month. Reserve cabin crew are on call to cover flights for other cabin crew who have called in sick, or because of operational issues such as bad weather, mechanical delays, or cancellations. Adding extra crew to provide service for increased passenger load deals with these situations. While being on reserve can indeed be challenging, it may also give you the opportunity to fly to destinations that you might otherwise not be able to pick as a schedule holder. (Schedule holders have set

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trips/flights and days off, although they too can experience delays and cancellations that impact their schedules and plans). Personal Life Because your month-to-month schedule is never guaranteed as either a schedule holder or reserve, you must be able to adjust your personal life accordingly. You may be flying weekends one month and the next month you might have a different series of days off. You may be gone for a day, or up to 6 to 8 days, or longer. When packing for your trip, have extra items in case of a delayed return or in case you wind up in an alternate destination. Even if your flight is scheduled to return at a particular time, your return may be delayed hours or days because of weather or mechanical issues. It’s a good idea to think about how you will arrange your personal life and attend to things at home when you are not there. Being away from home for what might be an unknown period of time should make you think of arrangements in regards to the care of your spouse, children, pets and property (such as paying bills, mail, and security). Relocation Another reality you may face as a crew is that you may be relocated to a base or domicile which is not presently your home. You may have some opportunity for choice but business needs for staffing may not allow you to live in the city which you had anticipated residing in. You might even need to make decisions that impact your family. For example, will you move your spouse and children or commute from the city where you live to the city where you are relocated? If you are single, are you comfortable uprooting yourself from where you are now? You may not be able to be near your parents, siblings and other family and friends. Even if this is something you can handle, your family and friends may not be supportive, and they may influence your career choice. These factors have to be taken into account when deciding if being a cabin crew is the right choice for you. Loneliness Consider that even if you have been relocated, you may have little control over being home to attend events, functions and holidays as you have in the past. In fact, you may spend a holiday with people you have never met before or be on a layover in a country that does not recognise a holiday that you celebrate. All of these changes can create feelings of loneliness.

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To help you deal with these changes, you can adopt one or more of the following strategies: y Stay connected with family and friends through email or cards and letters. y Educate your family and friends about your career and gain their support. y Accustom yourself to celebrating special events with family and friends such as special parties or gatherings (even if it doesn’t coincide with the actual date of the event), so that it will work with your career and schedule. y Find ways to celebrate and recognise important occasions with your crew or on your trips. The good news is you are usually with a crew and, often, are with many other airline personnel in hotels during holidays - you won’t be alone if you reach out. y Find churches, synagogues, mosques and organisations that provide an opportunity for you to worship or recognise a holiday. Hotels provide sources and guidance on where to find these. y Your job provides a wonderful opportunity to learn and experience cities all over the world. Use this time to educate yourself, your family and friends with postcards, gifts, trinkets and other objects that describe the places you’ve visited. Most people spend their whole lives experiencing only one place, so see your career as a wonderful opportunity to experience other places – while being paid to do it!

Progress Check TRUE

FALSE

1. As a cabin crew you will always have control over days off, destinations and holidays off.

…

…

2. Schedule holders have specific flights and trips as part of their assignments

…

…

3. List and describe the 4 areas of your life that you may need to adjust while away on work.

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4. List strategies that can be followed to help one cope with the changes that come with being a crew.

Answer Key 1. False 2. True 3. y Schedule (vacation days, scheduled time off may become work time). y Personal life (arranging for payment of bills, making arrangements for commitments to family, kids and pets). y Relocation (relocating to another city, commute to visit family or bring them with you). y Loneliness (being away from friends and family). 4. y Stay connected with family and friends. y Educate family and friends about your job. y Celebrate occasions on days that work with your schedule. y Celebrate special events with other crews. y Find places of worship while visiting other countries. y Experience the culture of the country you are in while away from home.

Lesson Summary Being a cabin crew means your schedule will be unpredictable. You may have to depart suddenly or extend a trip, or even permanently move to a different location. You must arrange your life to complement the unexpected obligations that may arise. You may also experience a sense of loneliness while on the job, but this can be remedied by maintaining a connection with loved ones and seeking places of comfort while away from home. The change of lifestyle may seem daunting at first, but it is important to see your job as a chance to experience the world and engage in new and exciting opportunities.

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3.3 The Pressures of Frontline Work LESSON OVERVIEW

Upon completion of this lesson you should be able to:

Being a frontline service provider is exciting and ever changing. It is also very demanding and can sometimes be stressful. As cabin crew, 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 opportunities for you to demonstrate your skills, but if you are stressed and tired, it can also be a time of difficulty.

x

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Lesson Learning Objectives

Identify which pressures of frontline work are within your control and which ones are not.

You will deal with customers every day, on every flight and will experience difficult situations that are not under your control. You cannot fix what happened but you can provide an appropriate response to a specific situation. That means looking out for yourself as well as the passengers. Below are some tips that can help you calm down: y Breathe – deep breathing will help you relax. Take a deep breath through your nose, hold it for a few seconds and let it out slowly through your mouth. y Smile – it will make your mood more positive and lighten someone else’s. y Maintain a sense of humor – don’t make inappropriate jokes but remember that laughing at yourself or the situation may help you look at it in a more positive light. y Relax – let tension out of your muscles by making a fist and then relaxing it; push your palms together and release your arms; rotate your shoulders. y Let it out – by keeping a journal or writing an experience down, you can express your frustrations rather than taking it out on someone. Your journal can also be used as a learning tool for self-improvement by studying your most challenging customer service interactions. y Talk Positively – don’t make the situation worse by reliving the situation over and over. Instead, try to discuss it with others constructively.

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You should also remember that taking proper care of your health, sufficient rest, exercise and good nutrition all help to minimise and deal with pressures of front-line work.

Progress Check 1. List three of the six techniques stated in the lesson that can help you maintain a calm demeanor. 2. Proper care of your _______, _______, and ______ and _________ help to minimise and deal with pressures of front-line work.

Answer Key 1. y Breathe y Smile y Maintain a sense of humor y Relax y Let it out y Talk positively 2. Health, sufficient rest, exercise, and good nutrition.

Lesson Summary You will often find yourself faced with unhappy customers. In order to ensure you keep yourself composed and fit to perform your job, you should practice certain calming techniques. These consist of deep breathing, smiling, maintaining a good sense of humour, relaxing, letting it out, and keeping a positive attitude. Most

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importantly you can control your own responses to difficult situations.

3.4 Personal Health LESSON OVERVIEW

Lesson Learning Objectives Upon completion of this lesson you should be able to: x

x

Identify categories of personal care and health that cabin crews should be aware of. Identify health and environmental risks that are associated with air travel.

Health issues during flying and in the cabin environment are different from those we experience on the ground. Those differences should be considered and evaluated as part of personal health – not just for the passenger who travels for business or pleasure but also for the crew who will live and work in this environment a good portion of the time. The following information is not meant to strike fear but to give you the tools to minimise the risks as well as prepare you for the ways in which your body may react to flight. This lesson looks at some health risks associated with flying and the effects on the human body. You will also be advised of required and probable vaccinations that you will need in order to ensure your safety as well as the safety of everyone on board.

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. Environmental and Health Risks In-Flight Aircrafts are not pressurised to sea level where most of us are accustomed to functioning. The aircraft cabin is pressurised between 1,828m - 2,438m, (the actual altitude of the aircraft is much higher) which is the equivalent of being on a small mountain.

Key Learning Point Cabin crews must be aware of the health risks of flying. Although these risks are not life threatening, awareness will allow you to take the necessary measures to minimise their effects on your body.

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The two factors that impose stress on the body are less oxygen and expansion of gas in the body. The body can adjust to the lower concentration of oxygen which is about 7% less than at sea level if the person is not suffering from a heart, lung or blood disease. As cabin altitude increases and gas expands in the body as much as 25%, it can cause discomfort or problems in the abdomen (bloating or cramps), ears (crackling sounds or ear blockage) and respiratory/sinus difficulties. Cabin crew (and passengers) should not fly when they have an ear, nose or sinus infection as it generally prevents the air from flowing in these cavities and can result in pain, bleeding or a ruptured ear drum. Medication can be taken to relieve the pressure; however,

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crews need to be mindful of over-the-counter medications and their side effects and the fact that taking medication while on duty is forbidden. Your airline’s company policy will outline these parameters. When in doubt, always consult your in-flight management for advice on over-the-counter medication and medication that your doctor has prescribed. Exposure to Infectious Diseases 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. In addition, vaccinations are important for you as a crew and the types you will require may vary depending on the destinations to which you are assigned to fly. Most airlines will instruct you and validate those needs and in some cases offer the vaccinations you need either through a health plan or a contracted medical facility. Cabin crews should be vaccinated in accordance with recommendations from the World Health Organization. Some examples of the more common vaccinations required are: y Tetanus, Pertussis (Whooping Cough) and Diphtheria y BCG y Measles, Mumps and Rubella y Polio y Hepatitis B y Haemophilus Influenzae Others that may be required: 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

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issued in the European Union Member States and through the Environmental Protection Agency in the US designating flight and cabin crew as operationally exposed to natural sources of ionising radiation. Many airlines work with scientific groups to measure radiation rates. This work has been on the rise with aircraft flying longer distances and at higher cruising altitudes. In general it is found that under normal flight operations, radiation levels remain below acceptable limits.

3.4.2 Other Recognised Effects From Flying y The fluctuating air pressure and time zone changes impact hormonal and irregular menstruation cycles (periods). y Jet lag is basically unavoidable if you are traveling over 3 to 4 time zones. Its symptoms are worsened by stress, overeating, dehydration, sleep deprivation, alcohol consumption and with travel to the east. 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. y Contact lens wearers may notice eye discomfort. Have drops available for additional lubrication or wear glasses – especially on longer night flights. y For dry skin, apply moisturiser to skin and hands. y Motion, noise and vibration can also cause discomfort and sickness during or following a flight – especially in your first experiences working as a crew. Eat well, drink fluids, and rest to minimise reactions.

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Progress Check 1. List the categories of personal care and health that cabin crew should be aware of. 2. Identify the environmental and health risks that are associated with air travel. 3. What are some of the more common vaccinations that cabin crew require?

Answer Key 1. Environmental and in-flight health risks, exposure to infectious disease, radiation, others (air pressure and time zone change, jet lag, cabin humidity, eye discomfort, dry skin, motion sickness). 2. Aircraft cabin pressure and less oxygen and expansion of gas in the body cause abdominal problems, ear and respiratory/sinus difficulties. 3. Polio, Hepatitis B, Haemophilus Influenzae, BCG.

Lesson Summary Due to the expansion of gas in the body and a decrease in oxygen levels, discomfort can occur while flying. Crews who are sick should not fly in order to minimise these effects. It is important to protect yourself against illnesses through self-protection methods as well as vaccinations. The most common vaccinations include, but are not limited to, Tetanus, BCG, Measles, Polio, Hepatitis B and Influenza. There are many other effects that may be experienced when flying, namely jet lag, relative humidity discomfort and motion sickness. Preparing in advance and taking the necessary steps to decrease the likelihood of negative effects can prevent all of these.

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3.5 Security and Safety While Away From Base LESSON OVERVIEW

Lesson Learning Objectives Upon completion of this lesson you should be able to: x

x

List the personal security and safety do’s and don’ts when away from the base in regards to yourself and your valuables. Identify steps to take in the event of an emergency while away from the base.

Common sense is necessary for your personal security and safety as a crew. You can avoid becoming an easy target for those with criminal intent by following basic rules in every aspect of your travels. Crews are high profile, easily identified even when not in uniform and therefore, they are often targets for crime. This lesson will list some safety measures that you should consider prior to leaving and while you are away in a foreign country.

Preparation begins at home: Below is a list of safety measures that you should take before leaving your residence: y Details of your schedule and when you will be away should be left only with those closest to you – relatives or friends who need to know where you are. y Do not share details of your schedule with any stranger and do not let it be known that you are away for long periods of time. y Check that your home security (locks, keys, windows and other points of entry) are secure.

Key Learning Point It is a good idea to have some basic safety measures in mind for unexpected emergencies.The key is to have a plan so you can take care of yourself and other crews. First and foremost STAY CALM.

y Arrange to have personal mail delivered to a secure box or location so that it is not piling up in front of your door or left in an unsecured box for extended periods of time. y Leave valuables at home or use hotel safe deposit boxes for valuables that you must take with you. y Carry small amounts of cash and only the credit card(s) you would use on a trip. y Create a list of your credit cards and their phone numbers and 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 Memorize all Personal Identification Numbers - do not write them down or carry them in your wallet. y Do not put your home address on luggage tags – use phone numbers or company contacts instead.

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y Ensure your supervisor has all your emergency contact information so that if you are injured or become ill he/she know who to contact. y Carry emergency contact information on you so that if you are injured or become ill, medical personnel will have a point of contact if you do not have other crews around you or if you cannot speak. 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.

3.5.1 In Transit and in the Hotel You should also be cautious when staying in your hotel or when commuting in a foreign city for the purpose of sightseeing. y Keep your luggage with you at all times until it is loaded into crew transportation – vans, buses, taxis. y Use seatbelts whenever you are in a taxi. y Do not discuss layover plans so that other travelers or taxi drivers can hear you. 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 Do not announce your room numbers to other crews. Similarly, the hotel check-in staff should not announce your room number as you check in. Although it is required that the captain and/or senior cabin crew know your room number, you can provide that to them individually. You may also choose to individually write down or share your room number with other crews. y Airlines have agreements with their layover hotels and try to keep crews on the same floors. If this does not occur or you feel unsafe in a particular location, do not hesitate to ask for another room. y If you are going to be staying away from the scheduled layover location (and it is allowed by your airline), ensure that the captain and/or senior cabin crew has your contact information. y If you are uncomfortable going to your room by yourself, ask to be escorted. Crews will often stand by and help check each other’s rooms for intruders or tampering.

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y If your room is dark when you open the door, prop it open with your luggage and turn on the lights. Check the room and bathroom for anything suspicious. Do not leave the door propped open during your stay for other crews to come and visit. y Check the dial tone of your phone and verify it works. y Check the window locks, glass door locks and locks on adjoining doors. y Place your room key and shoes in the same location in every hotel so that in an emergency (or if in a dark room) you know exactly where they are. It is a good idea to have a personal flashlight with you – many airlines require you to carry one in the event of a power outage or other emergency. y Keep your bags and luggage organised and neatly packed – it is less tempting for workers who come in and clean your room to go through your items. y Check your surroundings and emergency exits so that you know how to escape in the event of fire or other emergency. Plan what you would do in the event of a fire, hurricane or tornado. y Do not take unexpected deliveries made to your room or requests for service unless you have requested them. If someone shows up at your door unannounced, contact hotel security. y Be cautious when using elevators. If you are suspicious of someone, do not enter. Instead, wait for the next elevator. Stand near the controls so that if you are attacked, you can push the alarm and as many floor buttons as possible. y Check and recheck your room before departing to verify that you have all personal belongings and valuables.

3.5.2 When Sightseeing or Leaving Your Room y Do not draw attention to yourself with expensive jewelry or large amounts of cash. These are best left at home. y Do not advertise your social plans. y Do not leave the hotel alone at night. y Ask the hotel staff for directions and recommendations for safe touring in the area – obtain local maps from the hotel.

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y Know a few phrases of the language of the country where you are staying so that if you are lost you can communicate. y Dress down or in local styles. 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 Be aware of your surroundings and the people around you. Stay where the area and streets are well lit and there are people around. Don’t look like a victim. y Friendly “strangers” can have motives - be cautious of those you meet and those who appear to be friendly. y When purchasing items, make sure they are wrapped in front of you. Do not accept packages from others. 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.

3.5.3 Emergency Situations to Prepare for When Traveling It is a good idea to have some basic safety measures in mind for unexpected emergencies – the key is to have a plan so you can take care of yourself and other crews. First and foremost - STAY CALM. Hotel Fire y Report any fire immediately to the front desk or hotel operator. y Know the number of doorways and fixtures between your room and an exit in case you are unable to see because of darkness or smoke. y If your escape route is blocked, you may need to remain in your room - many people have survived hotel fires by remaining in their rooms. y Verify if you can escape through a window or balcony. (Dropping more than two floors will most likely result in injury). Go to the roof only as a last resort. y If smoke is present, stay close to the floor – smoke and deadly fumes rise. 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.

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y Take your room key and close the door behind you. If smoke is present, crawl to the nearest exit. If you cannot reach it, look for an alternate route. If exits are blocked, return to your room. y If you must remain in your room, hang a sheet out the window to let others know you are there. y Fill the bathtub with water and use the ice bucket to throw water on doors or walls to cool them. Soak sheets, blankets or towels to beat out or smother flames. Wet linen can be used to stuff around the cracks of doors and vent ducts to help keep out the smoke. y Make a tent over your head with a blanket to get fresh air to breathe from a slightly open window. y Do not use the elevator. Earthquake y Take cover under a desk, table, or bench against an inside wall or doorway. y Stay away from mirrors and windows. y Do not use elevators. y If outdoors, stay away from damaged buildings and overhanging power lines. y Listen to TV or radio for updated bulletins. y Do not light matches or candles in the event of broken gas lines. If you smell gas open the window and leave the building if it is safe to do so. Hurricane, Cyclone or Tornado y Remain indoors unless otherwise instructed by the hotel staff. y Fill the sink, ice bucket and tub with potable water before the storm hits for your use later if water is not available after the storm. y During a tornado, if possible, open the window slightly to relieve air pressure inside the building. y Protect yourself from flying debris with a mattress, blankets or pillows. y Remain indoors until you are told that all is clear. y Listen to radio or TV for updated bulletins.

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y During a hurricane, the eye of the storm may pass over during which there will be calm for a period of time. Following this, the remainder of the storm approaches, the wind direction changes and returns with force. Civil Unrest y Coordinate actions with other crews. Stay together and remain indoors. y Do not seek out troubled areas to discover what is happening. y Keep windows closed and draperies drawn. y Respect the laws of the host nation. y Remain neutral, quiet and inconspicuous. y If the airport has not been targeted, you may go there if you can safely do so. If you are at the airport with the aircraft, – stay there. y Attempt to contact the embassy/consulate to identify yourself and where you are. y In all emergency incidents such as the ones described, it is important to advise crew scheduling where you are and that you are all right.

Progress Check 1. List 5 safety precautions you can take before leaving your residence. 2. List 5 things you should not do while in your hotel or sightseeing when traveling. 3. List the steps that must be followed in the event of an earthquake while in a foreign country.

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Answer Key 1. y Make sure your locks are secure y Write down emergency contact information and keep it with you y Carry only a small amount of cash y Have mail delivered somewhere else so it does not pile up y Put your phone number on your luggage tags instead of your address 2. y Do not accept unexpected deliveries in your hotel room y Do not share your social plans with others y Do not wear expensive jewelry y Do not leave the hotel alone at night y Do not look like a victim 3. y Take cover under a desk, table, or bench against an inside wall or doorway. y Stay away from mirrors and windows. y Do not use elevators. y If outdoors, stay away from damaged buildings and overhanging power lines. y Listen to TV or radio for updated bulletins. y Do not light matches or candles in the event of broken gas lines. If you smell gas open the window and leave the building if it is safe to do so.

Lesson Summary Before leaving your residence, you should take certain precautions as a means of self-protection. These may include keeping your schedule private, ensuring your home is secure and carrying a minimal amount of money. It is important to protect your identity by

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keeping your PIN number private as well as your address. Personal information should only be made available to others if it is vital to your personal safety. 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. Emergency situations may arise while traveling. The most important rule at all times is to remain calm. By familiarising yourself with the specific steps that must be followed in specific situations, you can protect yourself from harm, specifically in the event of a fire, natural disaster, or civil unrest.

MODULE SUMMARY This module introduced you to healthy habits that will help you to meet the requirements of the challenging lifestyle of the cabin crew. You have learned about nutrition, exercise and other healthy habits that help you maintain a healthy lifestyle. This module also looked at lifestyle changes that you can expect when you become a member of the cabin crew. It listed a variety of coping strategies to help you manage and deal with these changes. You can now apply some of the suggested techniques to help you cope with stressful situations and you can identify the steps that must be followed in order to prevent illnesses and other health risks. Finally this module introduced you to important aspects of your personal security on the road as well as steps to minimize risk and injury during natural disasters and civil unrest. Your personal safety and health are your most important concern and now you are better equipped to make sure that you are safe and healthy while traveling. To prepare for the final exam, complete the progress checks found at the end of each lesson several times. You know you are ready for the final exam when you are able to perform the actions listed in the module and lesson objectives.

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4.0 Introduction to the Aviation Industry MODULE OVERVIEW

Module Learning Objectives Upon completion of this Module you should be able to: x

Explain where aviation industry procedures and regulations originate from and how they impact the roles and responsibilities of cabin crew.

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 passengers and/or cargo. Since there are a variety of customer demands, there are several types of airlines that provide different services for passengers. While this module examines 3 types of airlines, it also gives a brief overview of the regulatory agencies that govern the security standards of these airlines. This module will help you understand the different airlines and their specific functions, as well as understand the different agencies that regulate the security standards you must follow.

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4.1 Airlines, Charters, Private and Corporate Jets LESSON OVERVIEW Lesson Learning Objectives Upon completion of this lesson you should be able to: x

Describe 3 types of air travel and explain their similarities and differences.

This lesson looks at the three main types of air travel; scheduled airlines and alliances, chartered airlines and corporate and private jet travel. First we will examine the characteristics of scheduled airlines and alliances, followed by an introduction to chartered airlines as well as private and corporate jet travel. It is important for you to be familiar with these different types of air travel since it allows you to make an informed decision regarding what type of airline you would want to join. In addition, it is important to learn about the various types of air travel to help passengers with questions about them.

4.1.1 Scheduled Airlines and Alliances

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Scheduled Airlines Most passengers flying today use scheduled airlines, which provide a scheduled service. The characteristics of scheduled airlines or scheduled services are: y Flights are scheduled according to a published timetable. y Passengers can reserve seats on a single, multi city or round trip flight to any of the airline’s destinations. y The airline offers a reservation center or Internet site that assists in finding economic fares or flight schedules based on a person’s preference or need. y Scheduled airlines include major airlines and commuter or regional airlines. y Some scheduled airlines may also offer charter services or nonscheduled flying, For example, professional sports teams often approach major airlines to charter flights for their teams as they travel and compete in other cities.

Alliances Alliances are a cooperative arrangement that links the route networks of two or more scheduled airlines. Forming an alliance allows an airline to expand its network overseas without adding new service. This is accomplished through “codesharing”. Codesharing with an alliance partner allows the airline to sell tickets under its own name for travel that occurs in the partners’ networks. Depending on the degree of cooperation within the alliance, it can offer cost reduction

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for airlines in the way of sharing sales offices and staff, maintenance facilities, catering systems, computer systems, ground handling personnel at check in and boarding desks. As a result, this sharing lowers cost for the traveler and offers more destinations with one ticket purchase. For example, in booking a flight from Chicago to Zurich under the Star Alliance, you can take a United Airlines flight from Chicago to Frankfurt and then continue on a Lufthansa flight from Frankfurt to Zurich all under the same reservation. The first alliance that involved codesharing on a large scale started in 1989 between Northwest Airlines and KLM Royal Dutch Airlines. Later in 1992, the Netherlands signed the first open skies agreement with the US, despite objections from the European Union. While landing rights are generally granted for a set number of flights per week to a set destination, the alliance gave both countries unrestricted landing rights on each other’s soil. Today, the three largest alliances are the Star Alliance, Skyteam and Oneworld. Star Alliance was the first global alliance.

Did you know? The first large alliance that is still functioning started in 1989 between Northwest Airlines and KLM Royal Dutch Airlines.

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Impact Of Alliances On The Cabin Crew The concept of airline alliances can be confusing for a traveler. For instance, a customer may become confused if he or she buys a ticket on one airline, but then encounters two differently branded airlines during one trip – i.e. airplanes, crew or signage. Although as cabin crew you work solely for one airline, you should be able to explain the notion of airline alliances to passengers.

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The list of all members of the various alliances and additional information is available at these websites: 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. 2. Explain what is an alliance and why airlines form them. 3. State how alliances impact the Cabin crew. 4. Passengers can reserve seats on a single flight, multi city or round trip on any of the scheduled airlines’ destinations. 5. Scheduled airlines offer only scheduled flights. 6. Identify a scheduled airline and a non-scheduled airline in your region or area. (You can do a search on the Internet). List it in the space provided. 7. In what areas can alliances offer cost reductions for airlines? 8. An ______ allows airlines to expand their networks without adding new service. 9. _______ with an alliance partner allows an airline to sell tickets under its own name for travel that occurs in the partners’ networks.

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Answer Key 1. i. ii.

Flights are scheduled according to a published timetable Passengers can reserve seats on a single, multi city or round trip flight to any of the airline’s destinations

iii. The airline offers a reservation center or Internet site that assists in finding economic fares or flight schedules based on a person’s preference or need iv. Scheduled airlines are often considered certified airlines, meaning they have met government standards to offer services to the public v.

Scheduled airlines include major airlines and commuter or regional airlines

vi. Some scheduled airlines may also offer charter services or non-scheduled flying 2. It is a cooperative arrangement that links the route networks of two or more airlines. It allows an airline to expand its network overseas without adding new service. 3. Alliances can make it difficult for the passengers to understand if which airline they are actually booking a ticket, since they could book on one airline and encounter two differently branded airlines for the same trip – i.e. airplanes, crew, signage. Crewmembers will need to understand this because they often make announcements and need to assist in explanations to customers as they travel. However, Crewmembers do not mix with alliance agreements. They remain and work for their respective carriers. 4. True 5. True 6. British Airways and Air Canada are examples of scheduled airlines. Air Memphis and Air Transat are examples of nonscheduled airlines. 7. Sharing sales offices, staff, maintenance facilities, catering systems, computer systems, ground handling personnel at check-in and boarding desks. 8. Alliance 9. Code-sharing

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4.1.2 Charters and Corporate and Private jets

Charter Airlines The service on chartered flights can range from basic air service with little or no amenities to a flight with a top of the line service with all the frills. Like commercial scheduled airlines, chartered airlines often fly scheduled flights. However, a passenger can book flights on a scheduled airline directly through the airline, while booking a seat on a chartered flight is done through a travel agent or a travel firm operating a tour (tour operator). Another important difference between scheduled and chartered flights is the legal responsibility of the airline. While scheduled airlines are responsible for the performance of their flights, in the case of chartered flights it is the tour operator that bears responsibility for the charter airline. Chartered airlines often arrange flights according to the destination chosen by the traveler or the business that is scheduling the service. They are used for a variety of purposes responding to the needs of the traveler. A given company that charters the aircraft dictates the

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destination of the chartered flight. Tour operators often charter flights to promote special packages during a winter or summer holiday season. In addition, government charter flights to move troops or rescue personnel and equipment in the event of a disaster. As cabin crew it is important to note that charter companies often have stricter standards and hiring requirements. These hiring requirements are often dictated by the client or by the type of service the charter company provides. There are advantages and disadvantages to working for a chartered airline that one must consider. For instance, while working for a charter airline generally provides less of a predictable schedule, it may offer longer layovers and a greater variety of destinations. It is also important for the cabin crew to understand the differences between scheduled and chartered flights in terms of the passenger’s experience. The main differences are: y Chartered flights are often much less expensive that scheduled flights. y In some cases chartered flights may have less elbow and leg room than seats on scheduled flights. y Chartered flight have less frequency in terms of trips to a given destination than scheduled flights. y Chartered airlines operate independently from other airlines, which makes services found on many scheduled airlines. For instance you cannot buy one ticket through one reservation that will encompass both a charter and a scheduled airline to get you to your destination. y If the charter flight is delayed and a passenger misses a connection with another charter flight or a scheduled airline flight, then the passenger is unable to change the ticket and will most likely lose the money and the flight. Charter reservations are only good for one flight. y Some charter airlines exclusively offer flights to certain vacation destinations. y Charters can cancel a flight and not be required to provide you service to your destination - in most cases reputable charters will refund your money.

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Corporate and Private Jet Travel

Corporate and private jet travel is similar to charter flights in that they are non-scheduled forms of airline transportation. However, these flights are not available to the general public. Many large businesses own their own jets and use this as a means of travel for their employees who must travel to conduct their business. Like charters, the work schedule for the cabin crew can be quite varied and unpredictable. In some cases, corporate or private jet travel has a very strict on-call or standby policy established by the individual or corporate owner. Training for cabin crew of corporate and private jets is often outsourced. Another thing to consider is that due to the small size of the aircrafts and limited number of passengers, cabin crew for a private jet often work alone.

Progress Check 1. Explain how charter air travel and scheduled airlines are similar and how they are different. 2. In Charter airlines the ___________ dictate where the flights go. 3. Both charter and _______________ are similar in being nonscheduled forms of airline transportation

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Answer Key 1. Same: y

Both have scheduled flights

Different: y

Usually booked by tour operators or travel agents.

y

Chartered flights are often less expensive than scheduled flights.

y

Chartered flights often have less elbow and leg room for passengers.

y

Chartered flights have less frequency in terms of trips to a given destination than scheduled flights.

y

Chartered airlines are not in alliances with other airlines.

y

Some charter airlines only offer flights to certain vacation destinations.

y

Charters can cancel a flight and not be required to provide you service to your destination - in most cases reputable charters will refund your money.

2. traveler or business 3. corporate and private service

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4.2 Regulatory Agencies and Aviation Regulations LESSON OVERVIEW

Lesson Learning Objectives Upon completion of this lesson you should be able to: x

List the major regulatory agencies.

x

Explain what these regulatory agencies do and how it relates to cabin crew professionals.

This lesson introduces you to the major air transport regulatory agencies and explains what these agencies do. As cabin crew you need to be aware of these agencies and how their regulations affect the cabin crew profession. These agencies are the ones that regulate the training and safety procedures for cabin crew. You will become familiar with ICAO, CAAs, FAA, JAA and IATA. Throughout your career as cabin crew you will be expected to adhere to the safety and emergency procedures established by these agencies.

4.2.1 What Is ICAO? ICAO is the International Civil Aviation Organization and is a specialised agency of the United Nations. ICAO sets the standards 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. ICAO provides a forum for requirements and procedures in need of standardisation to be introduced, studied and resolved. ICAO’s objectives are to: y Set standards and rules for training and certification of aviation personnel. y Set standards for communication systems and procedures. y Set standard requirements for airworthiness aircraft. About ICAO ICAO was created in November 1944, when the US government invited 55 states or authorities to attend an international conference in Chicago. The 32 states that attended formed ICAO. The most important work accomplished by this initial conference was the creation of rules and regulations for air navigation. Today ICAO’s membership comprises 189 contracting states. It is headquartered in Montreal, Canada with regional offices in Bangkok, Cairo, Dakar, Lima, Mexico City, Nairobi and Paris.

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The Assembly, composed of representatives from all contracting states, is the sovereign body of ICAO. It meets every 3 years, reviewing in detail the work of the Organization, setting policy for the coming years and establishing a triennial budget. The Assembly elects the Council, the governing body for a 3-year term.

Did you know? In 1944, ICAO was formed with 32 member states. In 2006, 189 contracting states were ICAO members.

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The Council is composed of members from 36 States who maintain their offices and conduct their business at the ICAO Headquarters. The Council sets the Standards and Recommended Practices, which are adopted and incorporated as Annexes to the Convention on International Civil Aviation. With regard to the development of standards, the Air Navigation Commission assists the council for technical matters, while the Air Transport Committee assists for economic matters. In addition, the Committee on Unlawful Interference assists the council for aviation security matters. http://www.icao.org//icao/en/anb/mais/index.html (reference for above information on Assembly and Council). More information on ICAO standards and recommended practices and other requirements are available at: http://www.icao.org//icao/en/anb/mais/index.html.

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Progress Check 1. What does ICAO stand for? And what is it responsible for? 2. What year and under what circumstances was ICAO formed? 3. List ICAO’s objectives. 4. Today ICAO’s membership comprises _____ contracting states. It is headquartered in _______ with regional offices in Bangkok, Cairo, Dakar, Lima, Mexico City, Nairobi and Paris 5. The _______ composed of representatives from all Contracting States, is the sovereign body of ICAO. 6. The Assembly meets every three years, reviewing in detail the work of the Organization, setting policy for the coming years and establishing a triennial budget. The Assembly elects the ______, the governing body for a three-year term.

Answer Key 1. ICAO is the International Civil Aviation Organization and is a specialized agency of the United Nations and sets the standards for aviation safety, security, efficiency and aviation environmental protection. 2. ICAO was created in November 1944, when the US government invited 55 States or authorities to attend an international conference in Chicago. 32 states that attended formed the ICAO. 3. y

Set standards and rules for training and certification of aviation personnel

y

Set standards for communication systems and procedures

y

Set standards for airworthiness (fit to fly) requirements for aircraft.

4. 189; Montreal, Canada. 5. Assembly 6. Council

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4.2.2 Government Agencies in Aviation Safety - CAAs, FAA, and JAA Since the earliest days of aviation history, governments have played an important and necessary role in regulating safety including establishing air routes, developing air navigation systems, licensing pilots, mechanics and aircraft as well as investigating accidents. Every country in the world with an international airport will have some form of regulatory body within their government that monitors and sets standards within their own countries and for their own airlines (these are in addition to ICAO). This regulatory body is generally called the Civil Aviation Authority (CAA). 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). y The Federal Aviation Administration (FAA) is the governing body of the aviation industry in the United States and is responsible for the safety of civil aviation. The FAA writes and enforces all the rules and regulations of all aircraft manufactured in the United States. The FAA also operate the US Air Traffic Control system. Although the FAA does not have jurisdiction in other countries it is considered the leading expert in aviation safety so many governments and regulatory agencies follow their lead. y The European Joint Aviation Authorities (JAA) is the civil aviation regulatory authority for a number of European States who have agreed to cooperate in developing and implementing safety and regulatory standards. Each member of the European Civil Aviation Conference has their own aviation regulatory agencies, plus a representative on the Joint Aviation Authorities. (For instance France has its own Civil Aviation Authority but also participates as a member of the JAA). The FAA and JAA have agreed to mirror or harmonise their standards when appropriate. There are 40 member countries that participate in JAA. y As an example of some of the goals of a regulatory agency, here are the primary aims of the FAA:

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x

Regulating civil aviation to promote safety.

x

Encouraging and developing civil aeronautics, including new aviation technology.

x

Developing and operating a system of air traffic control and navigation for both civil and military aircraft.

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x

Researching and developing the National Airspace System and civil aeronautics.

x

Developing and carrying out programs to control aircraft noise and other environmental effects of civil aviation.

Each regulatory agency has a division that sets standards for cabin safety. For example, the Cabin Safety Office in the UK is managed by 4 people who are authorised to conduct cabin safety inspections on UK registered aircraft and to conduct audits on cabin safety aspects of public transport operations. The Cabin Safety Office is responsible for operational cabin safety issues and provides guidance on design and production standards. The primary aims of the Cabin Safety Office are: y To conduct inspections on UK registered aircraft. y To conduct audits on UK Air Operator Certificate (AOC) holders. y To consider the operational cabin safety aspects of applications and variations of AOC’s . y To consider and develop changes to both national and international requirements. y To participate in national and international committees such as the Joint Aviation Authorities (JAA), Cabin Crew Steering Group and the Cabin Safety Steering Group. y To participate in aircraft certification projects on behalf of the European Aviation Safety Agency (EASA) and the JAA’s Joint Operational Evaluation Board. y To provide guidance and advice to the public on matters of operational cabin safety. y To provide guidance and advice to the UK aviation industry on matters of operational cabin safety. y To respond to operational cabin safety related accident recommendations and any required follow-up action. These goals are applicable to the Cabin Safety Offices of most other regulatory agencies, as the primary goal of each agency is the safety of the passengers onboard the aircraft. (Reference: http://www.caa.co.uk/default.aspx?categoryid=884). Additional information can be found on these web sites: http://www.caa.co.uk/default.aspx?categoryid=884 http://www.jaa.nl/ www.faa.gov

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Progress Check 1. Each country in the world with an international airport has its own civil aviation regulatory agency. TRUE or FALSE 2. The Federal Aviation Administration (FAA) is the governing body of the aviation industry in Canada. TRUE or FALSE 3. European Joint Aviation Authorities (JAA) is the civil aviation regulatory authority for a number of European States who have agreed to cooperate in developing and implementing safety and regulatory standards. TRUE or FALSE 4. Describe the role of civil aviation regulatory agencies. 5. How many member countries participate in the JAA and where are they located? 6. List the 5 primary goals of the FAA. 7. The Cabin Safety Office is responsible for operational cabin safety issues 8. Name 5 out of 9 primary aims of the Cabin Safety Office:

Answer Key 1. True 2. False 3. True 4. They all work toward the common goal of providing safe and reliable air transport. 5. There are 40 member countries in the JAA all from different parts of Europe. 6. i. ii.

Regulating civil aviation to promote safety. Encouraging and developing civil aeronautics, including new aviation technology.

iii. Developing and operating a system of air traffic control and navigation for both civil and military aircraft.

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iv. Researching and developing the National Airspace System and civil aeronautics. v.

Developing and carrying out programs to control aircraft noise and other environmental effects of civil aviation.

7. Cabin Safety Office 8. i. ii.

To conduct inspections on UK registered aircraft. To conduct audits on UK Air Operator Certificate (AOC) holders.

iii. To consider the operational cabin safety aspects of applications and variations of AOC’s. iv. To consider and develop changes to both national and international requirements. v.

To participate in national and international committees such as the Joint Aviation Authorities (JAA), Cabin crew Steering Group and the Cabin Safety Steering Group.

vi. To participate in aircraft certification projects on behalf of the European Aviation Safety Agency (EASA) and the JAA’s Joint Operational Evaluation Board.

4.2.3 IATA – International Air Transport Association

IATA is the aviation industry’s global trade organisation and should not be confused with ICAO. Although IATA is a trade association and not a regulatory body, because of its international standing it is consulted by governments and regulatory bodies. IATA was founded in 1919 and brings together nearly 280 airlines and air transport companies whose flights comprise more than 95% of all air traffic. Working to foster cooperation among airlines, IATA helps bring that cooperation together to provide the safest and highest standard of service to customers. IATA seeks to improve understanding of the industry among decision makers and increase awareness of the benefits that aviation brings to national and global economies. It fights for the interests of airlines across the globe, challenging unreasonable rules and charges, holding regulators and governments to account, and striving for sensible regulation.

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IATA’s aim is to help airlines help themselves by simplifying processes and increasing passenger convenience while reducing costs and improving efficiency. Moreover, safety is IATA’s number one priority, and IATA’s goal is to continually improve safety standards, notably through IATA’s Operational Safety Audit (IOSA). Another main concern is to minimise the impact of air transport on the environment.

3.0 Customs and Immigration for Air Travel LESSON OVERVIEW

Lesson Learning Objectives Upon completion of this lesson you should be able to: x

Explain the purpose of customs and immigration in international travel and the importance of appropriate documentation for goods and people.

x

Explain procedures on flights in regards to customs and immigration.

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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 usually include being processed by an immigration official and a customs officer. In some cases the immigration official will also serve as a customs officer or vice versa. As cabin crew you will find yourself crossing many borders and entering many different countries. No matter how many times you enter a country, you are still subject to the same immigration and customs regulations and procedures as a first time visitor. You will be expected to complete forms and documentation related to the flight upon arrival in a foreign country and again when you return to your own. You will be expected to provide the officials with a current passport and also declare any goods that you may be bringing either into a foreign destination or have brought back to your own country.

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4.3.1 Customs and Immigration

Customs is an authority within a country that is responsible for the movement of people, animals and goods in and out of that country (including personal effects and hasardous items). They also collect duties or taxes on imported and exported goods. Each country has regulations regarding the importing and exporting of goods and they enforce these rules. Some goods may be restricted or even forbidden from being brought into or out of a country. For instance, most countries will not allow an international traveler to bring plants or fruit into a country to avoid the spread of disease or harmful insects. The immigration authority may be a part of customs within a country or it may be a separate agency. 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. Procedures Upon Arrival in a Foreign Country 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

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quickly without waiting in the general line/queue. The special line/queue is meant to process crew more quickly but it does not exempt you from the normal customs and immigration requirements. It is imperative that cabin crew who work internationally travel with their passports. Airlines generally require cabin crew have their passports with them anytime they are on duty – remember you could be rescheduled at any time and may unexpectedly find yourself on an international flight. Being thousands of miles away from your home country trying to enter another country without your passport is not a good thing since you can be barred from entering that country. Most airlines also require that cabin crew carry a passport that will be valid for at least the next 6 months. In addition, some countries require visas from citizens of other countries and cabin crew is responsible for making sure they have all required visas. These regulations also apply to all passengers aboard a flight and as cabin crew you may find yourself answering questions regarding customs and immigration procedures awaiting them at the destination. Customs and Immigration requires airlines to provide certain documents to the passengers and expect everyone to follow certain procedures upon arrival into their country. These will vary just as regulations vary from country to country. Your airline will provide you with the information you need to fulfill these requirements for each of the destinations. There are, however, some common practices including: Landing card - Prior to landing you will provide passengers the appropriate “landing card” or declaration form for them to complete. It is generally their responsibility to complete these forms. However, you may be asked questions about the information required on the form such as: the inbound flight number, airport name and other general questions. Be prepared to answer these questions. Customs declaration - You should know in advance what the limitations and restrictions are for items being brought into a country. Specific information is generally provided to you by your airline and you can also research in advance if you are unsure. Restrictions vary by country. Sometimes, crew are subject to different duty free limitations from the passengers, because they often travel internationally much more frequently than most people. General declaration - This form is completed by the captain for international flights and multiple copies are required to give to the departing and arriving airport authorities and customs. It contains information pertaining to the crew (number and names), aircraft

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registration, itinerary, and verification of the health of those on board and disinfection if it is required. Onboard documentation - You will be required to complete forms for all merchandise/goods on board that may have been used as part of the service or sold. This would include liquor and wine and any remaining merchandise from the duty free carts that was not sold. The items in these carts (liquor cart/kit or duty free cart/kit) must be inventoried and locked prior to landing. The forms from these kits will be turned over to customs upon arrival and the contents validated after everyone has deplaned. The purser or senior cabin crew has the responsibility of making certain that all appropriate documentation has been completed and the carts/kits have been properly sealed or locked.

Key Learning Point Cabin crew will also be responsible for distribution of appropriate landing cards or customs and immigrations forms to passengers before landing. In addition, there will be additional forms that pertain to the merchandise on board such as items that are boarded to offer duty free service, liquor and wine.

Your airline training will provide specifics on these procedures and requirements and you will know based on your position on a flight if you are required to complete these forms. For example, if you are assigned to the beverage carts during service you will be responsible for the money and the forms associated with the sales and inventory of wine or liquor from that cart. Some liquor and wine is provided complimentary however the contents must be inventoried at the beginning and the end of the flight. At the conclusion of the flight you will complete the forms leaving one copy in the cart/kit and providing one copy to the senior crew or purser in charge. The senior cabin crew or purser is required to verify that all necessary documents are on board the aircraft prior to departure and that all forms are completed correctly prior to arrival. Cabin crew who fly internationally will be required to clear customs and immigration at their first airport of entry into a country. Site for all customs websites by country: http://www.wcoomd.org/ie/En/CustomsWebSites/customswebsites.html

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Progress Check 1. Explain how customs and immigration rules apply to cabin crew. 2. What is the difference between customs and immigration? 3. Cabin crew who fly internationally will be required to clear ______ and _______ at their first airport of entry into a country. 4. Usually you need to write the inbound flight number, airport name and other general questions on the ________. 5. The _____________ has information about the purchases you made and are carrying with you. 6. Cabin crew has to complete forms that document all ______, ______, and ________ merchandise sold on board.

Answer Key 1. All passengers, cabin crew and flight crew are required to present themselves to immigration and to clear customs upon arrival into any country (immediately after deplaning). This applies when you return to your “home” country as well. At customs and immigration you will present your passport and, if required, a declaration form where you will document any pertinent items that you purchased and are carrying with you. 2. Customs is an authority within a country that is responsible for the movement of people, animals and goods in and out of that country they also collect duties or taxes on imported and exported goods. Immigration authorities monitor people entering and leaving a country, making sure they have appropriate authorisation to do so by validating passports or visas. They also apprehend those who may be wanted by search warrants or who may be considered dangerous to the country. 3. Customs; immigration 4. Landing card 5. Customs declaration 6. Wine; liquor; duty-free

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Lesson Summary This lesson discussed general information about customs and immigration in international travel and how it relates to cabin crew and international travel. You are now aware of the importance of appropriate documentation for goods and people in regards to requirements for customs and immigration. You can now also explain procedures on flights in regards to necessary documentation for customs and immigration You can also explain why it is important that cabin crew carry their passports on every flight, as they will be required to present it upon entering any country, even their own home base.

MODULE SUMMARY This module gives an introduction to the types of airlines and regulatory agencies that make up the airline industry. Lesson 1 of this module examined the three types of airlines: scheduled and alliance airlines, chartered airlines and corporate and private jet travel. Each is different and offers a unique service for passengers. It is also important to understand the different types of airlines in terms of cabin crew hiring requirements, standards and scheduling. Lesson 2 draws out the main regulatory bodies of the airline industry. ICAO is a specialised agency of the United Nations that sets the standards for aviation safety, security, efficiency and aviation environmental protection. ICAO sets the standards that make aviation safe throughout the world. In addition, every country in the world with an international airport has some form of regulatory body that monitors and sets standard within their own countries and for their own airlines. The main regulatory agencies are the Federal Aviation Administration (FAA), and the European Joint Aviation Authorities (JAA). In addition, regulatory agencies often have a Cabin Safety division, like the CAA’s cabin safety Office, which work to sets standards for the security of the passengers onboard the aircraft.

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This lesson also briefly described IATA and explained its role in the aviation industry. Lesson 3 presented some basic information regarding customs and immigration and how it affects your role as cabin crew. As cabin crew you will be subject to all customs and immigration requirements as anyone upon arrival in a foreign country. Cabin crew is responsible for distribution of appropriate landing cards or customs and immigrations forms to passengers before landing. In addition, there will be additional forms that pertain to merchandise on board such as items that are boarded to offer duty free service, liquor and wine. In the next module you will have the opportunity to explore the basics of aircraft, flight and general aviation principles. As cabin crew you will be spending a great deal of time on aircraft and in the air – it is very important to have a clear understanding of how it all works. To prepare for the final exam, complete the progress checks found at the end of each lesson several times. You know you are ready for the final exam when you are able to perform the actions listed in the module and lesson objectives.

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5.0 Introduction to Aircraft and Aviation Familiarisation MODULE OVERVIEW

Module Learning Objectives Upon completion of this Module you should be able to: •

Describe general aircraft information and explain how they function in relation to aviation operations in the air and on the ground.

•

Explain basic principles of flight.

•

Define basic aviation terminology.

•

Explain how time is kept around the world and how it affects international travel.

As cabin crew you will spend a considerable amount of time in the air, travelling to many different destinations around the world. You will become a part of an industry that has its own vocabulary and ways of communicating. With training and practice this vocabulary will soon become second nature to you. This module introduces you to the basics of aviation, so that you feel more comfortable with the terminology used during initial training and subsequently on the job. To begin with you will become familiar with the basic components of aircraft and general principles of how they achieve flight. Following those lessons, you will be introduced to the 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 difference between the different zones. This skill is particularly helpful when travelling as you will find yourself crossing time zones on a regular basis.

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5.1 Aircraft Familiarisation LESSON OVERVIEW

Lesson Learning Objectives Upon completion of this lesson you should be able to: •

Identify major types of aircraft and their components.

•

Explain how an aircraft achieves flight.

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. Your knowledge in describing the types of aircraft, and their basic parts and functions are essential to being a successful member of the cabin crew. The airline industry has many terms that are unique and that you will have to use. This lesson includes the terminology that you need to master efficient conversations with other crew and passengers.

5.1.1 Aircraft Types There are many types of aircraft of various sizes and capabilities, which are placed in the following 3 categories. 1. Commercial Transport Aircraft As cabin crew, you will be flying in commercial transport aircraft. These are large aircraft owned by airline companies and used for making a profit by carrying cargo or passengers. Most of these are also called airliners, a term which refers to an aircraft that carries passengers and cargo together. Some aircraft are designed to carry cargo only. 2. General Aviation Aircraft

Did you know? Aircraft can be placed in three categories: commercial transport aircraft, general aviation aircraft, and military aircraft. As cabin crew, you will be flying in commercial transport aircraft.

General aviation aircraft are smaller than most commercial aircraft and are certified for and intended for noncommercial or private use. They can land and take off at smaller airfields. These aircraft are often used for personal transportation and enjoyment. Businesses also own this type of aircraft – often referred to as “corporate aircraft” and used to fly employees as needed to conduct business. General aviation aircraft are also used for emergency aid and are often used to teach student pilots to fly. Farming and agriculture also use a type of general aviation aircraft. 3. Military Aircraft Military Aircraft are used for a country’s armed forces. There are many types, sizes and unique capabilities of this type of aircraft. (Source http://encarta.msn.com/text_761556643___35/Aircraft.html)

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Go see the following websites for additional information: Aircraft types by category: http://www.luftfahrtmuseum.com/htmi/general/itkd.htm Detailed list of aircraft types: http://en.wikipedia.org/wiki/List_of_aircraft_by_category#Airliners

5.1.2 Aircraft Layout and Terminology Basic Aircraft Parts 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.

2. Wing: extends from each side of the fuselage. A wing is almost flat on the bottom and curved on the top. This shape called an airfoil, helps create the force called lift which gets the aircraft off the ground and keeps it in the air. 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.

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3. Tail: also called the empennage, is located in the rear of the aircraft. It guides the aircraft and keeps it balanced in flight. Most tails consist of a fin, rudder, stabiliser and elevator.

4. Landing Gear: also called “undercarriage” is made up of wheels (for aircraft that move on the ground) or floats (for aircraft that move on water). The landing gear supports the weight of the aircraft. 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.

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The landing gear is fixed or retractable. Most high speed aircraft use retractable landing gear that is drawn into the wing or fuselage after take-off. 5. Engine: not considered part of the airframe. The engine produces power that makes the aircraft move fast enough to fly. Nearly all newer airliners and some private aircraft have jet engines. The other two types of engines are reciprocating and rocket. (Rocket engines are the most powerful but are used mainly for research.)

Did you know? The five basic parts of an aircraft are: (1) wing, (2) fuselage, (3) tail (4) landing gear, and (5) engine. The wing, fuselage, tail and landing are referred to as the airframe.

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5.1.3 Aircraft Furnishings, Systems and Terminology The following terms are used to describe aircraft furnishings and systems. You will use these terms regularly as you perform your tasks and when you have conversations with other members of the cabin and flight crew. These terms and their definitions are also found in the Glossary. 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).

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Term

Definition

Aircraft Left or Port

Left side of the aircraft when facing forward.

Aircraft Right or Starboard

Right side of the aircraft when facing forward.

CABIN

The interior of the aircraft where passengers are seated.

Aviation Training Programme

Term

Definition

COCKPIT (FLIGHT DECK)

The area of the aircraft where all the controls and navigational equipment are located to fly the aircraft. It is where the pilots sit. On commercial aircrafts the cockpit has retractable windows that allow a means of escape for pilots in the event of an emergency. Ropes or straps are provided to allow safe egress to the ground.

CALL LIGHT

A light signaling the cabin crew to respond to a passenger’s needs.

COMMUNICATION SYSTEMS

Lights, bells or audio systems that allow crewmembers to communicate with each other or to communicate with passengers.

CONTROLS (INSTRUMENTS)

The mechanical and hydraulic devices used by the pilots to fly the aircraft.

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Term

Definition

EMERGENCY DOOR/AIRCRAFT EXITS

Designated as a way out of the aircraft in the event of an emergency. Most aircraft doors operate in a “disarmed” or normal mode (for boarding and exiting the aircraft in normal circumstances) and an “armed” or emergency mode (the door has been activated so that special features will allow for quick and safe exit from the aircraft either on the ground or in the water via an escape slide or chute that inflates when the exit is opened).

MANUAL INFLATION HANDLE

Handle or strap at the top of a slide that is pulled to inflate the slide when the exit is opened in an emergency. Cabin crew are trained to always pull the manual inflation handle as a back up procedure to insure proper and quick inflation of a slide during an emergency evacuation whether or not the slide is designed to inflate on its own.

GALLEY

Area on aircraft where food and beverages are stored and prepared.

Aviation Training Programme

Term

Definition

JUMPSEAT

Pilot or Cabin crew seats in an aircraft. Cabin crew jumpseats are located at or near the aircraft doors/emergency exits. This is where you will sit for take off and landing. The area around the jumpseat is often referred to as a cabin crew station. Within this area you will find a handset for internal crew communication, lighting controls and the microphone for the public address system. Emergency equipment is often located within this proximity as well.

LIGHTING AND ELECTRICAL SYSTEMS

These systems provide light and power to the cabin. Cabin crew have access to the controls for lighting and can adjust as flight time or standards require. These systems also provide light and power for the galleys. When the aircraft is on the ground, power is often supplied by two sources – an Auxiliary Power Unit (APU) or a Ground Power Unit (GPU).

AUXILIARY POWER UNIT (APU)

Alternate or back up source of power located in the tail of the aircraft and is used to provide internal power while the aircraft is on the ground.

GROUND POWER UNIT (GPU)

A portable unit attached to the aircraft when on the ground that provides power to the aircraft when the engines or APU are not operating.

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Term

Definition

OVERHEAD LOCKERS (OVERHEAD BINS)

Compartments installed above the seats in an aircraft. They are used by passengers to place their belongings.

AIR SYSTEMS

These systems provide breathable air and appropriate cabin pressurisation to travel in safety and comfort. These systems also provide heating and cooling for the aircraft. Additionally there is an emergency oxygen system that provides breathable air in the event of a decompression

PASSENGER SERVICE UNIT

Located above the passenger seats, this contains all or part of the following: reading lights, air outlets, oxygen outlet, cabin crew call button, emergency oxygen mask and No Smoking and Fasten Seat Belt signs.

Aviation Training Programme

Term

Definition

WATER SYSTEMS

Aircraft are equipped with a water system that provides potable water for consumption in the galleys and hot and cold water to the lavatories.

In-flight Entertainment Equipment (IFE)

Refers to the equipment, which allows for passengers to watch movies, listen to music or play electronic games.

5.1.4 General Aviation and Ground and Airport Operations Terminology One of the common challenges that you will encounter is the “jargon” or slang that is used in the airline industry. It would be impossible to come up with an all inclusive list of terms and abbreviations, learning the basics however will help you identify terms and descriptions you have never heard of before. Please note that some terms might have slight variations from airline to airline or country to country. The table below lists the some examples of expressions used by the cabin crew. Expressions

What does it mean?

The block out for a flight is 1215, the wheels up time is 1245.

After the blocks were removed and the aircraft left the gate, the aircraft taxied for 30 minutes before it was cleared for take off.

Our ETA into JFK is 1945 local.

The flight is scheduled to arrive at New York’s JFK airport at 7:45pm local time.

We blocked in at 0730 local.

The flight arrived at the gate at 7:30am.

ATC diverted us to LGW because of fog.

Air Traffic control could not allow the flight to land at the originally scheduled airport because of fog and the flight was directed to land at London’s Gatwick Airport.

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The Captain said we’ll be holding for the next 0:30 minutes because of congestion at CDG.

Air Traffic Control cannot give clearance for the flight to land at Charles De Gaulle Airport (Paris) because of heavy air traffic into the airport. The Captain has been directed to fly in at a specific altitude and in a circle pattern “holding” at that altitude and in that flight pattern for the next 30 minutes

The plane is scheduled at 1300 and turns in 0:45 minutes.

The plane is scheduled to arrive at 1:00pm and departs again in 0:45 minutes.

There are 20 “throughs” on the flight to Frankfurt.

There are 20 passengers who will remain on the flight that makes a stop between the origination of the flight and destination in Frankfurt.

Flight 7 originates in JFK and makes an intermediate stop in ORD and terminates in LAX.

Flight #7 leaves John F Kennedy Airport in New York, makes a stop in Chicago’s O’Hare Airport and then continues on and ends in Los Angeles.

“I’m a non rev on the standby list for the flight to YUL.

I’m using a reduced rate benefit, or non revenue ticket to take a flight to Montreal.

Phonetic Alphabet English is required to be used in radio communications between an aircraft and the control tower during international travel. English is also used in communications between pilots and other aircraft and airline personnel in the air or on the ground. The NATO phonetic alphabet is a form of code used in the aviation industry that aids this communication. The phonetic alphabet is the common name for the international telephony spelling alphabet. Code words are assigned to letters of the English alphabet to spell out parts of a message or call signs that are critical or might be hard to recognise with voice communication. Regardless of one’s native language it clearly identifies letters and information that might otherwise be easily misunderstood. For example saying taxiway C-C might easily sound like T-T over a radio or other voice communication and be misinterpreted. Saying “taxiway Charlie-Charlie” avoids that potential mistake.

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The chart below will help you associate letters and numbers with the right English code words. You will notice with the numbers that 3, 5 and 9 vary from their English pronunciation.

LETTER

CODE WORD

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

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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. For example, you may need to make announcements over the airplane’s public address system about connecting gate information for passengers transferring to other flights, or you may request information from the captain or another member of the crew. Let us say that you need to announce that passengers connecting to a flight will have to go to gate D5, you would say, “Delta Fife”, or if a passenger asks at which concourse is Airflow Airways, you could say, “Airflow Airways is located at the Echo Concourse” (E Concourse) Call Signs Call signs are another form of radio communication used in aviation. Call signs are unique words or call letters for a particular transmitting station. You may be more familiar with call signs that are associated with radio and television broadcasting stations such as KTTT. Aviation call signs come from several different policies depending on the type of flight operation. Most commercial airlines including air cargo and air taxi operators will use an ICAO registered call sign for their company which is used along with their flight number to identify themselves to the air traffic controllers or other aircraft. For example, “Speedbird” is the registered call sign for British Airways, so the Captain on British Airways flight 476 would identify the flight as “this is Speedbird four-seven-six.” To find out more information on call signs go to http://www.airodyssey.net/reference/airlines.html.

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On the next few pages you have a mini-glossary of terms and definitions that will help you master the language of the airline industry.

Term

Definition

AIRPORT

Location where an aircraft takes off and lands, and loads and unloads 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.

AIRWAY

A controlled pathway or corridor of flight, a “highway in the sky”.

ALTERNATE AIRPORT

An airport other than the originally scheduled destination airport. The alternate airport is used in the event that the aircraft cannot land at the original destination, usually due to weather.

AIR TRAFFIC CONTROL (ATC)

Official authority in charge of the safe, orderly, and quick flow of air traffic in flight or operating in the area of a runway.

AIR TRAFFIC CONTROLLER

A person working in air traffic control.

APPROACH

Final part 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.

ARRIVALS

Passengers enter this area as they leave the aircraft. This is the area where passengers encounter immigration, customs and baggage claim.

BAGGAGE CLAIM

A place in the airport terminal where passengers locate and retrieve their luggage.

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Term

Definition

BOARDING PASS

Ticket given once a customer has checked in. It assists the customer with seat and gate assignments and departure time. It must be presented to allow the customer to board the aircraft. It contains the following information: customer name, flight number, date, class of service, seat number and departure and arrival information and any special requests (meal, wheelchair assistance, etc).

BUREAU DE CHANGE

Office or location where money can be changed from one form of currency to another.

BLOCKS, CHOCS

Rubber or wooden stops that are used to keep the aircraft from rolling when parked.

BLOCK TO BLOCK (BLOCK TIME)

The time from removal of the blocks at flight departure to placement of the blocks at flight arrival.

BLOCK IN

When blocks are placed at the aircraft wheels upon arrival or to park the aircraft.

BLOCK OUT

When blocks are removed from the aircraft wheels for departure and after movement of the aircraft begins.

BOARD (BOARDING)

Process of enplaning (or loading) passengers onto the aircraft.

BOARDING STAIRS

Steps used to enter or leave an aircraft. The stairs are a moveable unit which is placed at the aircraft door if an aircraft does not have access to a jetway at the terminal.

CARRY ON LUGGAGE

Item brought in the cabin by a passengermust be stowed in the overhead compartment or under the seat.

CATERING

Food, beverages and galley supplies brought to the aircraft for a flight. Catering or commissary also refers to the department responsible for handling all food, beverages and supplies.

Aviation Training Programme

Term

Definition

CALL LIGHT

A light signaling the cabin crew to respond to a passenger’s needs, usually located above the passengers’ seats, or on the armrest.

CONTROL TOWER

Airport building where air traffic controllers can oversee and direct aircraft movement.

CUSTOMER SERVICE AGENT (also referred to as Passenger Service Agent)

Staff that assists with the passenger and operational related functions of an airline at the airport.

DE-ICE

Process of removing ice from aircraft wings, usually with chemicals

DEAIRCRAFT

Term used to denote passengers leaving the aircraft.

DIVERSION

When an aircraft is not allowed to land at its destination and directed to land elsewhere, usually because of weather.

ECONOMY CLASS

The least expensive seats in an aircraft. In the US it is referred to as coach class.

CARGO

The shipment of goods in the baggage compartment of the aircraft; an additional source of revenue for the airline.

DEBRIEF

A meeting following an event that requires authorities to get information about what happened, what procedures were used and what could have been done differently. It is mandatory after an accident or critical incident.

DEAIRCRAFT/DISEMBARK

To leave the aircraft.

DEPARTURE LOUNGE (GATE AREA)

Area where passengers wait before boarding the aircraft.

DISPATCH

The department responsible for providing flight plans, weather reports and other important information regarding the flight to the cockpit crews.

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Term

Definition

E-TICKET

Electronic ticket issued from a machine or via email that confirms a booking or reservation.

ESTIMATED TIME OF ARRIVAL (ETA)

The time at which a flight is estimated to arrive at the destination

ESTIMATED TIME OF DEPARTURE (ETD)

The time at which a flight is scheduled to depart from a particular city.

ENROUTE

On or along the way. Example: The flight is enroute from New York to London.

ESTIMATED FLIGHT TIME

The estimated flight time between two points.

F

Letter used on a ticket to designate First Class service or fare.

FERRY FLIGHT

To fly an aircraft from one point to another without passengers onboard.

FLIGHT PLAN

Information provided to the cockpit crew by dispatch prior to every flight. It includes the planned routing, flying time, altitude, amount of fuel on board.

FLIGHT SCHEDULE

Timetable showing all flights of an airline.

GATE

The exit in the departure lounge that leads to the aircraft

GROUND TIME

Period of time an aircraft and/or crew spend on the ground between flights.

Aviation Training Programme

Term

Definition

HANGAR

A building where aircrafts are sheltered and serviced by maintenance personnel.

HOLDING (HOLDING PATTERN)

When an aircraft is near its destination airport but must fly in a pattern around the airport at a specified altitude and wait for landing clearance from Air Traffic Control. Usually due to weather or heavy air traffic into an airport.

HUB (HUB and SPOKE)

Base or home port of an airline. Passengers will fly in from other airports to this hub and connect with other aircraft to get to their destinations.

IMMIGRATION

Official point of entry into a country where visas and passports of passengers are checked.

INTERLINE

When a passenger travels and connects to a different airline to reach a destination.

INBOUND

Passengers or flight coming into an airport.

INTERMEDIATE STOP (TRANSIT)

Any city where a flight stops between its originating and terminating points.

J

Letter used on a ticket to designate business class service or fare.

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Term

Definition

JETWAY (JETTY)

Enclosed tunnel like passageway brought to the aircraft that allows entry and exit from the aircraft.

LANDING CARD

Form completed by passengers and handed to immigration upon arrival in a country.

LAYOVER

To a passenger this term refers to the time between flights at an airport. To a crewmember a layover period is the amount of time that separates two on duty periods. The layover station or city refers to the actual location where you are off duty for your rest period. Example: You arrive in Paris at 1800 and depart the next day at 2100. Your layover period is 27 hours and your layover station is Paris.

MANIFEST

List of passengers and cargo.

NO SHOW

Can refer to a passenger who reserves a seat on a flight but does not check on or travel OR it can refer to a crewmember who fails to report for a flight assignment.

NON REVENUE PASSENGER

A person traveling on a free or service charge only ticket. Airline employees traveling as part of their benefit are referred to as non revs or pass riders.

OUTBOUND

Refers to a flight or passengers leaving an airport.

PASSENGER

Person traveling often referred in shortened form as PAX.

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Term

Definition

PASSENGER LOAD

Total number of passengers on the aircraft.

POSITIVE SPACE

A confirmed reservation, guaranteed seating.

RAMP (APRON, TARMAC)

The paved area on the field side of the terminal building where aircraft are parked to load and unload passengers.

RAMP SERVICE AGENT

A person who handles and loads the aircraft with luggage and cargo.

REVENUE PASSENGER

Refers to customers who pay full fare for air transportation

RUNWAY

The specially prepared concrete surface used for take-off and landing, usually aligned so aircraft can take off into the wind.

SCHEDULED FLIGHT TIME

The total projected time of a flight, from take-off to landing.

SEAT ASSIGNMENT

Specified seats assigned to passengers at the time they check in prior to boarding.

SECURITY CHECK

A point in the airport where all passengers, crew and airport personnel will be screened before boarding a flight or gaining access to the gate area.

SLOT

Refers to the pre arranged time that a flight is scheduled to take off, fly and land at the next destination.

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Term

Definition

SPECIAL MEAL

Meal that meets dietary restrictions or preferences. Passengers order these in advance of a flight and include types such as “kosher”, “vegetarian” or “children’s meal”.

STAND-BY PASSENGER

A passenger who does not have a confirmed reservation but arrives at the airport with the hope of being accommodated at departure time. Non revenue travelers are considered stand by.

TAXIWAY

A prepared portion of land over which aircraft will move to and from a runway or hangar.

TERMINAL BUILDING

A building at the airport where passengers check in and depart or arrive on a flight

TRANSIT PASSENGER

A person continuing on a flight through an intermediate (transit) stop. Also referred to as a “thru passenger”.

TERMINATING STATION

The city where a flight makes its last stop for the day.

THROUGH PASSENGER (THRU PASSENGER)

A person continuing on through an intermediate stop to a further destination.

TICKET

A coupon or series of coupons issued by an airline that confirms a passenger’s reservation and allows him/her to board the aircraft.

Aviation Training Programme

Term

Definition

TURN TIME

Refers to the amount of time between arrival and an aircraft’s next flight. Used by staff to reference how much time they have to “ready” the aircraft for the next flight.

UM

Unaccompanied minor, a child traveling without an adult.

VIP

Very important person or passenger. Usually requires extra attention and have special requests regarding his/her travel.

WEIGHT AND BALANCE

A mathematical calculation done prior to departure of a flight to assure aircraft stability and flight safety. It takes into account load factor (passenger, cargo, fuel) and other conditions of the flight.

WHEELS ON

Refers to the aircraft landing gear touching the runway. The wheels on time for a flight may be 1830 but block in (or the time it reaches the gate and is parked) is 1850.

WHEELS UP (WHEELS OFF)

Refers to actual take off time of the aircraft as it leaves the runway. The block out for a flight (when the blocks are removed and the aircraft leaves the gate) is 1215, the wheels up or off time is 1245 – the aircraft taxied for 30 minutes before it was cleared for take off.

Y

Letter that designates economy or coach class or service.

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Progress Check 1. List the 4 different uses for General Aviation Aircraft? 2. List the aircraft that cabin crew flies in, who owns this aircraft type and the main reason why this aircraft is used move passengers and cargo? 3. Commercial Transport Aircraft are used to carry passengers and cargo. TRUE or FALSE 4. General Aviation Aircraft are also known as “corporate aircraft”. TRUE or FALSE 5. Choose the correct statements: a) A wing is almost flat on the bottom and curved on the top. b) The wing’s airfoil shape helps create the force called drag. c) A tail is also known as the empennage. d) Landing gear is also known as the undercarriage. e) Most high speed aircraft, use fixed landing gears. f)

The landing gear is the only aircraft part that is not referred to as airframe.

6. What is a tricycle landing gear? 7. Using the phonetic alphabet in aviation communication how would you say the following: y The flight arrives at Gate E 3. y Northwest Airlines is located on Concourse F at terminal C.

Answer Key 1. Personal transportation, business trips, emergency aid and teach student pilots to fly. 2. Commercial Transport Aircraft, Airlines, to make a profit. 3. True 4. True

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5. a), c), d) 6. Two main wheels or wheel assemblies under each wing and another other the nose 7. ECHO TREE; Concourse FOXTROT at Terminal Charlie

Lesson Summary In general, aircraft can be placed into the following three categories: 1. Commercial transport aircrafts are owned by airlines and used for transporting passengers and cargo. As cabin crew, you will be flying in commercial transport aircrafts. 2. General aviation aircrafts are smaller than most commercial aircrafts and are certified for and intended for noncommercial or private use. 3. Military aircrafts are used for a country’s armed forces. Common to all aircraft are the five basic parts of an aircraft: (1) fuselage, (2) wing, (3) tail, (4) landing gear, and (5) engine. The wing, fuselage, tail and landing are referred to as the airframe. This lesson introduced you to the language that is heard in the aviation industry. As a member of cabin crew, you must be familiar with this language to help you communicate efficiently with those you work with. This lesson includes the terminology that you need to master to have efficient conversations. Once you start working, you will learn the terminology more quickly than if you memorize the terms and definitions. They are provided here so that you are aware of what they are and how and when to use them.

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5.2 Theory of Flight and How Aircraft Fly LESSON OVERVIEW

Lesson Learning Objectives At the end of this lesson you will be able to: •

Identify what an aircraft needs to take off and land.

•

Identify and describe the 3 basic movements of an aircraft.

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 interesting to know, there are also very specific times when you will be asked specific questions about this before, during and after your flights, so it is important to be ready when the time comes. Keep in mind that flying an aircraft is different from driving an automobile. Unlike turning a steering wheel of an automobile to make a turn a pilot must manage several controls at once to change the direction of an aircraft. Be prepared to discuss this information when: 1. Testing or completing an airline certification course. 2. Customers ask about how aircraft fly or move. 3. Explaining noises or sensations felt during flight.

5.2.1 Take Off’s and Landings It is important for you to identify what is required for an aircraft to take off, cruise and land. There are four basic forces that affect the flight or movement of an aircraft and together they work to help an aircraft take-off, ascend (go up), cruise (travel), descend (go down) and land. These are the 4 basic forces that help an aircraft take-off, ascend, cruise, descend and land. These forces describe the theory of flight. 1. Gravity – pulls an aircraft toward the ground.

Did you know? Gravity, lift, drag, and thrust work together to make an aircraft fly. These forces describe the theory of flight.

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2. Lift – pushes an aircraft up against the force of gravity. Lift is created by each wing as it moves through the air. The aircraft is able to fly when the force of lift exceeds the weight of the aircraft. 3. Drag – the natural force of the air that resists forward movement. 4. Thrust – created by propellers or engines.

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Lift

Thrust Lift

Did you know? Birds and aircraft use the same forces (gravity, lift, drag and trust) to fly. The shape of a bird’s wing is curved the same way as airfoils on aircraft. When a bird glides during level flight, it stays in the air just like aircraft do - its wings provide the lift. However, birds flap their wings up and down to go higher in the sky while aircraft use a combination of control surfaces and powerful engines. (http://quest.arc.nasa.gov/aero/bac kground/)

Gravity

Drag

As shown in the graphic above, gravity and lift, and drag and thrust work against each other. An aircraft is in level cruising flight, when lift equals the force of gravity and thrust equals drag. (Gravity = Lift) + (Thrust = Drag) =

Aircraft Flies

Picture it… the wind rushes around the wing, which builds lift (see graphic). To get more lift, the pilot increases the angle of attack (or angle between where the wing is pointing and where it is going) and also lowers the flaps. The aircraft takes off when lift becomes greater than gravity. The direction, altitude or speed of the aircraft changes when one or more of the forces change. Be prepared to discuss the theory of flight when: testing or completing an airline certification course, customers ask about how aircraft fly or move, explaining noises or sensations felt during flight.

Did you know? In the 19th century, before aircraft, inventors tried to fly by strapping homemade wings to their arms and jumping off buildings. They tried to copy the flapping motion of birds usually with deadly results. Unlike humans, birds have strong wing muscles that give them the power needed for flight. So, after millions of years of evolution, birds and insects continue to fly on their own - humans on the other hand will have to continue to depend on machines like aircraft. (http://quest.arc.nasa.gov/aero/bac kground/)

For an aircraft to land, speed must be reduced by decreasing the engine power. Picture it… the aircraft’s speed reduces, lift is reduced and gravity increases… this allows the aircraft to land. But to land gracefully, the pilot must control gravity by increasing the angle of attack (or angle between where the wing is pointing and where it is going) and lowering the flaps. As an aircraft approaches the airport, the pilot will use controls to slow the aircraft and create a slow controlled descent. During this time, passengers will hear the engine noise change, feel the aircraft slow down and descend or slowly drop, and may see and hear components of the wings move. This is all normal and while these sensations and sounds will sound normal to the seasoned crew member, a passenger may become alarmed at these sounds and sensations thinking something is wrong.

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Tips

Did you know? A wing produces lift only if it is moving forward through the air. For an aircraft to take off, it must move down the runway at high speed. An aircraft requires thrust to create this movement. Aerodynamic lift is based on the Bernoulli principle: the pressure of a flowing fluid decreases as its velocity increases. Daniel Bernoulli (1700-1782) was the first person to define the fundamental relationship between pressure, density and velocity in fluid flows. (http://www.boeing.com/commer cial/safety/pf/pf_how_aircraft_fly. html#lift)

Did you know? Jetliners are highly efficient gliders. Even without engine thrust, they can glide about 6m forward for each 30cm of altitude they lose. If all engine power were lost at cruise altitude, a typical jet could glide more than 160 km before landing at sea level. (http://www.boeing.com/commer cial/safety/pf/pf_how_aircraft_fly. html#lift)

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While some passengers may be curious about sounds or aspects of how the aircraft flies, others could actually be fearful of sounds they are hearing or vibrations they are feeling. You may sense that in their expression or demeanor or by the questions they ask. Go see the following websites for additional information: Axis of Rotation: http://www.aviation-history.com/theory/axis.htm Flight Control Surfaces: http://www.aviationhistory.com/theory/flt_ctl.htm Forces Action on an Aircraft: http://www.aviationhistory.com/theory/force.htm The Basic Principles of Flight: http://www.rc-aircraftworld.com/how-aircraft-fly.html

5.2.2. Movement of an Aircraft in Flight An aircraft has the ability to rotate on its center of gravity. This means that an aircraft is in perfect balance on a certain point, no matter how the aircraft is turned or rotated around that point This unit discusses what the pilot does and the basic directions available to move an aircraft. If you drive, you use a steering wheel to drive or control a car. In order to control an aircraft, the pilot uses 3 basic control surfaces: aileron, elevator and rudder as shown below.

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Fin

Did you know? A pilot uses 3 basic control surfaces: aileron, elevator and rudder to control an aircraft.

Stabilize

The fin and rudder make up vertical sections of a tail. The fin stands upright and does not move and prevents the aircraft from swinging to the right or left. The rudder is hinged to the fin and can be moved from side to side. It controls the aircraft during a turn.

Did you know? The 3 basic movements of an aircraft in flight are pitch, roll and yaw.

The stabilizer and elevator are horizontal surfaces of the tail. The stabilizer keeps the tail from going up and down and keeps the aircraft at a steady altitude. The elevator is hinged to the stabilizer. Moving the elevator up or down raises or lowers the nose of the aircraft. There are 3 basic movements of an aircraft in flight.

Movement

Description

Visual

Pitch

The aircraft’s movement on its lateral axis as the nose moves up or down. It is controlled by the aircraft’s elevators.

Roll

The aircraft’s movement on its longitudinal axis as one wing dips lower than the other. An aircraft rolls when it banks or when one wing tip dips lower than the other. It is controlled by the aircraft’s ailerons.

Yaw

Is the aircraft’s movement on its vertical axis as the nose turns left or right. It is controlled by use of the aircraft’s rudder.

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Did you know? Aircraft are considered heavier-than-air. This means that an aircraft is heavier than the air it displaces. Aircraft do not fly like airships or blimps which are known as lighter-than-air aircraft. Airships rise and float because they are filled with a gas that is lighter than air.

Progress Check 1. Match each force to the appropriate definition. Forces

Definitions

Gravity

A. The natural force of the air that resists forward movement.

Lift

B. The natural force that pulls an aircraft toward the ground.

Drag

C. Created by propellers or engines.

Thrust

D. The force that pushes an aircraft up against the force of gravity.

2. Gravity and _________ are opposing forces. 3. Thrust and __________ are opposing forces. 4. Identify each of the four forces in the image below. Graphic: Use the same one used within the lesson.

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5. A wing can produce lift only if it is moving forward through the air. 6. When lift is lower than gravity, the aircraft takes off. 7. Match each force to the appropriate definition. Forces

Definitions

Pitch

A. The aircraft’s movement on its lateral axis as the nose moves up or down.

Roll

B. The aircraft’s movement on its vertical axis as the nose turns left or right.

Yaw

C. The aircraft’s movement on its longitudinal axis as one wing dips lower than the other.

Answer Key 1. Gravity (B), Lift (D), Drag (A), Thrust (C) 2. Lift 3. Drag 4. Lift

Thrust Lift

Gravity

Drag

5. True 6. True 7. Pitch (A), Roll (C), Yaw (B)

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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.

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5.3 Using Time Zones LESSON OVERVIEW

Lesson Learning Objectives Upon completion of this lesson you should be able to: •

Read time using a 24-hour clock.

•

Define Greenwich Mean Time (GMT) and relate it to the 24-hour clock set at a specific time zone.

•

Define International Date Line and relate it to flight itinerary and travel time.

•

Identify standard airport codes used by the airline industry.

Did you know? The 24-hour clock is the most commonly used timekeeping format. Midnight to midnight is considered one day and the day is divided into 24 hours.

Have you ever taken a very long trip? If you have you may have crossed through one or more time zones. Knowledge of time zones will help you to read flight timetables and schedules. Since times zones use military timing, you may need to help passengers to read schedule or departure times as they travel. As you help a passenger to read his/her travel schedule, you should help him/her to understand that a flight that is seven hours long does not necessarily mean that the arrival time will be seven hours later in local time at the destination. The International Date Line can also cause confusion among airline passengers. The most troublesome situations usually occur with short journeys from west to east. For example, to travel from Tonga to Samoa by air takes approximately 2 hours. If a person leaves at noon on Tuesday, they will arrive at 2 pm on Monday. Meanwhile, someone in Samoa inquiring about the departing flight may be told there is no flight until the next day. If passengers are not prepared, there could also be confusion when the passenger gains a day by having Monday repeated in his/her schedule. Journal entries and photographs may end up out of sequence, and there could be errors in a person's medication schedule. In addition, those making connecting flights might choose the wrong date for the reservation. Be prepared and organised with your flight schedules so that you may properly assist your passengers. Keep in mind that all printed airline schedules, tickets and boarding passes will always show the local time of the departure and arrival city. Finally, as a crewmember you will also use airport codes everyday. Airport codes are used in flight schedules and you will need to know them to properly assist passengers understand their tickets and determine connecting flights. In your crewmember training, you can also expect to be tested on the airport codes that apply to your airline’s destination cities.

5.3.1 24-Hour Clock The 24-hour Clock is the most commonly used time-keeping format. Midnight to midnight is considered one day and the day is divided into 24 hours. The 24-hour Clock is also referred to as military time

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(US and Canada), continental time (UK) and international standard notation of time. In a 24-hour clock the hours are numbered from 00 to 23. Military and emergency services personnel show midnight both as 2400 or 0000. However, digital watches, clocks and computer equipment that display time in a 24-hour format treat midnight as the start of a new day and show it as 0000.

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? The US is the one place in the world where the 12-hour system is more common than the 24-hour clock. A significant number of US citizens are unfamiliar with 24-hour time. 12-hour notation is used on some airline tickets in the US even though the airlines rely heavily on 24-hour time for communication.

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24-hour clock

12-hour clock

24-hour clock

12-hour clock

Military Time

Regular Time

Military Time

Regular Time

00:00

12:00 midnight

12:00

12:00 pm

01:00

1:00 am

13:00

1:00 pm

02:00

2:00 am

14:00

2:00 pm

03:00

3:00 am

15:00

3:00 pm

04:00

4:00 am

16:00

4:00 pm

05:00

5:00 am

17:00

5:00 pm

06:00

6:00 am

18:00

6:00 pm

07:00

7:00 am

19:00

7:00 pm

08:00

8:00 am

20:00

8:00 pm

09:00

9:00 am

21:00

9:00 pm

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10:00

10:00 am

22:00

10:00 pm

11:00

11:00 am

23:00

11:00 pm

Example: Military to Regular Time Assume that an event occurs at 00:20 military time. To convert this to regular time, separate the hours from the minutes. The hours are shown below in red: 00:20. Look up the hour digits (00) in the conversion table. The table shows that 00 hours in military time is 12:00 midnight in regular time. 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. Therefore, 00:20 military time translates to 12:20 am or twenty minutes past midnight regular time. Example: Regular to Military Time

Did you know? Worldwide time zones were established in 1884. The meridian of longitude passing through the Greenwich Observatory in England was chosen as the starting point for the world's time zones. This Greenwich Meridian, a North-South line also called the prime meridian, has a 0° longitude, and all other meridians of longitude are numbered East or West of it.

Assume that you want to convert 3:10 pm. Using the conversion table, this translates to 15:10.

5.3.2 Greenwich Mean Time (GMT) and Time Zones There are 24 world time zones. You live in one of the 24 time zones and everyone that lives in that zone has the same standard time or local time. Each time zone spans a 15° longitude distance in width. 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). World time zones

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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.

This graphic indicates that there is a 7-hour difference between a city located 5 time zones West of the GMT(UTC) and a city that is 2 time zones Aast of the GMT (UTC). 5.3.2.2 Standard and Local Time Clocks in various parts of the world do not all show the same time. Suppose they all did show the same time… 3 p.m., for example. At that time, people in some countries would see the sun rise, and people in other lands would see it high in the sky. In still other countries, the sun could not be seen because 3 p.m. would occur at night. If every town used a different time, travelers would be confused. To avoid this confusion, standard time zones were established. As a result, clocks in all locations show 12 o'clock (or noon) at midday. The time at any particular place is called the local time. Noon local time in one town, might be 11 a.m. West of the town or 1 p.m. East of that time.

Location

Bangkok, Thailand

GMT Offset from 0° longitude

Current Day of the Week

Current Time

Time Zone Name

Fri

2:01:00 AM

Not Available

Standard time zone

Daylight saving time

Local time zone offset

UTC/GMT

No daylight saving time at the moment

Not Applicable

+1 hour

UTC/GMT

+7 hours The plus(+) tells you that this time zone is East of Greenwich

Paris, France

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9:02:54 PM

Central European Summer Time (CEST)

UTC/GMT +1 hour The plus(+)

+2 hours

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tells you that this time zone is East of Greenwich California, USA

Thurs

12:04:48 PM

Pacific Daylight Time (PDT)

UTC/GMT -8 hours

+1 hour

UTC/GMT -7 hours

The minus (-) tells you that this time zone is West of Greenwich 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? GMT is defined by the rotation of the earth. In the 1940's, experts began to realise that time based on astronomical measurements was not completely smooth, since the earth slowed down and speeded up in an irregular fashion.

Zero (0) hours UTC is midnight in Greenwich England, which lies on the zero longitudinal meridian. Universal time is based on a 24 hour clock therefore afternoon hours such as 4 pm UTC are expressed as 16:00 UTC (sixteen hours, zero minutes). Daylight Savings Time (DST) Daylight Savings Time (DST), or summer time as it is called in many countries, is a way of getting more out of summer days by advancing the clocks by one hour during the summer only. During Daylight Savings Time (DST), the sun sets and rises one hour later than standard time. Not all countries use DST. 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.

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Below is an example of a timetable of flights that includes the flight number, the departure city and departure time and the arrival city and arrival time. Flight #

City

Date & Time

1441

JFK

05/15/2006 8:17 (EST)

City

Date & Time

DFW

05/15/2006 11:05 (CT – US)

DFW 802

YUL 05/15/2006 13:16 (CT - US)

05/15/2006 17:40 (EDT)

JFK 1165 1932

MIA

061

BKK

05/15/2006 09:50 (EDT)

MIA

05/15/2006 12:50 PM (EDT)

05/15/2006 20:15 (EDT)

YUL

05/15/2006 23:39 (EDT)

05/13/2006

05/13/2006 LHR

7:45 (CXT)

11:10 (UTC)

05/20/2006 317

05/21/2006

LHR

SIN 12:00 (DST)

7:45 (AWST)

05/13/2006 061

05/13/2006

ZNZ

NBO 16:30 (EEST)

18:00 (EEST)

05/20/2006 317

05/21/2006

LHR

SIN 12:00 (DST)

7:45 (AWST)

Go see: http://www.timeanddate.com/worldclock/ http://wwp.greenwichmeantime.com/info/timezone.htm

5.3.4 International Date Line Did you know? People on the western side of the date line in New Zealand start celebrating New Year's Day 22 hours ahead of the people on the eastern side of the date line in Hawaii.

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International Date Line also known as Date Line, is an imaginary line located opposite the Prime Meridian. At this spot, each new calendar day begins and the date changes as you travel east or west across it. The date just to the west of the International Date Line is one day later than the date just to the east of the line. The Date Line is located, more or less, at 180° longitude. The difference occurs to keep the date line from crossing nations and allow citizens of the same country to have the same date. It corresponds to the time zone boundary separating +12- GMT.

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Did you know? When Magellan was exploring the world, his crew returned to a Spanish stopover confident of the day of the week, as shown on carefully updated sailing logs. However, those in the town insisted the day was different. At the time, this caused great excitement and as a result, a special message was sent to the Pope to explain this event to him.

Progress Check 1. Define Greenwich Mean Time. 2. The date just to the west of the __________is one day later than the date just to the east of the line. 3. Your flight is scheduled to depart LHR at 12:00 BST heading to SIN (AWST) on June 1. a) What is the date and time in SIN when you depart LHR? b) Your flight is scheduled to arrive in SIN at 0745 what is the date? c) How many hours will it take to complete the flight?

Answer Key 1. The starting point for the time zones is at 0° and is located at the Greenwich Meridian, in London, England. The mean solar time at the Greenwich meridian is traditionally known as Greenwich Mean Time (GMT) or Greenwich Civil Time (GCT).

Did you know?

2. International Date Line

The sun travels over 15° of 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.

3. a) June 1, at 1900; b) June 2; c) 12 hours 45 minutes

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Lesson Summary The 24-hour Clock is also referred to as military time (US and Canada), continental time (UK) and international standard notation of time. In military time, hours are numbered from 00 to 23, for example 00:00 refers to midnight. There are similarities and differences between standard and military time. As a member of cabin crew, you will use the 24-hour clock to help passengers read flight timetables and schedules. There are 24 world time zones. The starting point for the time zones is at 0° and is located at the Greenwich Meridian. Time zones and the 24-hour clock work together closely. For example, if your flight is at 07:00:00, lasts 12 hours and crosses three time zones, you will not necessarily arrive at 19:00:00 on the same day. It is also important to consider the International Date Line also known as Date Line. It is an imaginary line located opposite the Prime Meridian, located, more or less, at 180° longitude and corresponds to the time zone boundary separating +12- GMT. A new date first begins on the western side of the date line and moves towards the west around the earth, over a period of 24 hours until it reached the Date Line again.

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5.4 World Airport Codes and Airline Codes LESSON OVERVIEW

Lesson Learning Objectives Upon completion of this lesson you should be able to: •

Explain why airport and airline codes are important to the airline industry.

•

Identify the 3-letter airport codes of some of the major airports.

•

Identify the 2-letter airport codes of some of the major scheduled airlines.

Codes are an integral part of the airline and travel industry. They streamline communication and help to clarify locations. As cabin crew you will become familiar with location identifiers (airport codes) and airline designators (airline codes). Each code is used to identify a specific airport or airline and helps maintain efficient communication throughout the airline industry.

5.4.1 World Airport Codes Finally in order to accurately use time zones, you will also need to know and use airport codes. While there are 2 airport coding systems in the airline industry, the most commonly used is the 3-letter IATA code. These codes help to differentiate several airports within the same city and helps maintain efficient communication throughout the airline industry. While there are thousands of city codes, you will become familiar with the codes of the major cities of the world and the cities that your airline serves. 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. For example, these are all airports for London, England. y LCY – London City Airport y LGW – London Gatwick Airport y LHR – London Heathrow Airport y LTN – London Luton International Airport y STN – London Stansted Airport IATA defines and assigns the codes and they are published triannually. 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

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metropolitan area and JFK, LGA, ISP and HPN are all codes for airports in the New York area.

5.4.2 Airline Designators IATA also assigns codes to airlines that are called airline designators which identify airlines for all commercial purposes. This 2-character code is used in reservations, timetables, tickets, flight information screens and baggage tags. Some examples of airline codes are: 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. Go see the following websites for additional information: Search for world airport codes: http://www.world-airport-codes.com/ Search for airline codes: http://www.airodyssey.net/reference/airlines.html IATA three-letter codes: http://www.airporttechnology.com/codes/D.html ICAO four-letter codes: http://en.wikipedia.org/wiki/ICAO_airport_code Search for codes by country: http://www.logisticsworld.com/airports.asp

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Progress Check 1. Using the information on the web site, http://www.world-airportcodes.com/ identify the city codes below: JFK _____ DFW ______ MIA _____ NBO _____ YUL _____ SIN _____ BKK _____ LHR ______ 2. Using the same web site, identify the three-letter airport codes of cities you would like to visit and/or work in. ___________________________________________________ ___________________________________________________ ___________________________________________________ ___________________________________________________ 3. Your flight is scheduled to depart LHR at 12:00 BST heading to SIN (AWST) on June 1. a) What is the date and time in SIN when you depart LHR? June 1, at 1900. b) Your flight is scheduled to arrive in SIN at 0745 what is the date? June 2. c) How many hours will it take to complete the flight? 12 hours 45 minutes.

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Answer Key 1. JFK (New York), DFW (Dallas), MIA (Miami), NBO (Nairobi), YUL (Montreal), SIN (Singapore), BKK (Bangkok), LHR (London) 3. a) June 1, at 1900 b) June 2 c) 12 hours 45 minutes

MODULE SUMMARY Now that you have completed Module 5 you can describe general aircraft information and explain how they function in relation to aviation operations in the air and on the ground. You have also become familiar with basic aviation terminology that will become part of your vocabulary as a member of a cabin crew. To prepare for the final exam, complete the progress checks found at the end of each lesson several times. You know you are ready for the final exam when you are able to perform the actions listed in the module and lesson objectives. In the next module you be introduced to crew coordination and communication during flights.

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6.0 Crew Member Coordination and Communication MODULE OVERVIEW

Module Learning Objectives Upon completion of this Module you should be able to: •

Describe how a crew functions as a team and the coordination and communication involved in everyday operations.

Each flight has a team that includes the members of the cabin crew and the flight crew. This module describes in detail the role and responsibilities of the flight crew and cabin crew and discusses the relationship between the entire team. It is essential that all members of the flight and cabin crews function as a team and coordinate all of the everyday operations. In order to ensure an efficient and safe flight, the entire team must be able to communicate with each other effectively and understand each other’s roles and responsibilities. As cabin crew you will have to work closely with all of your crewmates. Good communication skills are essential for good teamwork.

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6.1 Roles and Responsibilities LESSON OVERVIEW

Lesson Learning Objectives At the end of this lesson you will be able to: •

Explain the roles and responsibilities of crews in:

•

The coordination and communication of important information.

•

Following procedures prior to and during flights.

In order to understand how a member of the cabin crew fits into the team, you must first get to know all the members of the entire team. The flight crew includes the captain (or commander) and the co-pilot or first officer. The leader of the cabin crew is the purser or in-charge flight attendant. In some airlines this position is also known as senior cabin crew, lead or #1 flight attendant. In this course we refer to this person as the purser or senior cabin crew. The number of cabin crew on a particular flight depends on the size and type of the aircraft. Regulations require a minimum crew (the minimum number of cabin crew required to operate the flight). Airlines will sometimes add cabin crew based on the number of passengers on board and the service level required for the flight. The captain is completely in charge of the entire team as well as the passengers. The captain is responsible for and has authority over everything that happens on an aircraft before, during and at the end of a flight. As a member of the cabin crew you will take your orders and assignments for each flight from the purser who then reports to the captain. You need to understand the roles and specific responsibilities of each member of the flight and cabin crew. This will help you maintain a high level of efficiency and safety aboard an aircraft.

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Chain of Command The captain is in charge of all crew and passengers. The first officer or Co-pilot is the second in command. The purser or in-charge flight attendant is the leader of the cabin crew. Each of these individual has specific roles and responsibilities within the chain of command. Captain / Commander The captain or commander is a rank that designates a pilot as the leader of the crew, who is assigned to each flight and is responsible for the operation and safety during that specific flight. He or she is the team leader and therefore must establish an effective crew atmosphere that encourages teamwork. This requires excellent skills in communication and resource management. In addition to flying the aircraft, while on duty, the captain has full control and authority over the operation of the aircraft as well as over all other crew without limitation. The captain is in full command of the aircraft and crew and all orders and directions must be followed even though they may be at variance from written procedure. This is a tremendous responsibility that requires the captain to be highly trained and very experienced. He or she must log thousands hours of flying time, pass many written and practical tests and have his or her performance evaluated regularly. The captain has to be prepared for any situation that might arise while in control of the aircraft. In an emergency that requires immediate decision and action the captain will follow procedures and take the action he or she deems necessary under the circumstances to ensure the safety and well-being of the passengers. It is the responsibility of the cabin crew to follow the instructions of the captain.

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Co-Pilot or First Officer

Did you know? The captain is not always the one flying the airplane. Traditionally the captain will alternate flying with the first officer, with the captain flying the first flight of a trip and the first officer flying the next.

Every flight has at least 2 active pilots that can fly the aircraft. The co-pilot or first officer is the person assisting the captain and sits in the right hand seat in the cockpit as you face the cockpit from inside the aircraft. Since the first officer is the second in command and is often the one flying the aircraft, he or she must also pass many practical and written exams. In many cases the first officer will fly one leg of a trip, however, some airports require that the captain perform the take-off or the landing. The first officer has an independent set of controls and instruments and flies the aircraft about half the time, usually swapping duties with the captain on each leg of a flight. In addition to flying the aircraft, the first officer also assists the pilot with the pre-flight duties by reviewing paperwork and performing aircraft pre-flight checks.)

6.1.2 Cabin Crew The cabin crew is a team that must work in harmony. This is essential in order to ensure the safety and comfort of the passengers aboard the aircraft.

Key Learning Point In order to be an effective member of the cabin crew it is essential that you understand your role and responsibilities as an individual. You must also be able to work with a team to handle the routine as well as the unexpected.

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As cabin crew, you will need to coordinate with the rest of the team. In order to do this effectively you must be very familiar with the roles of each member of the team. There are many tasks performed by the cabin crew before and during a flight as well as in preparation for landing. At one time or another you will be required to perform all of these duties so it is important that you are familiar with them. This lesson describes the duties of all members of the cabin crew and discusses communication among cabin and flight crews. Therefore, you must be clear on what your roles and responsibilities are as an individual. You must also know how to work with a team to handle the routine as well as the unexpected. Senior Cabin Crew or Purser The senior cabin crew is usually the designated leader of the cabin crew and takes orders directly from the captain. This position is also referred to in the industry as the purser, in-charge flight attendant, lead flight attendant or #1 flight attendant. This position often comes with additional training in the areas of leadership, company policy and procedure and other skills to qualify someone for the additional responsibility. The senior cabin crew is responsible to lead the cabin crew and ensure safety and excellent customer service. He or she also makes sure that company policy is followed during the flight. The senior cabin crew coordinates, completes and prepares important paperwork for customs and duty-free and prepares reports

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that summarise any irregularities or special situations that may have occurred during the flight.

Key Learning Point The senior cabin crew or purser is the person in charge of the cabin crew and is responsible for coordinating flight safety and cabin service. He or she is the main point of contact for the captain in coordination with the cabin crew and the operation of the flight. As leader of the cabin crew, the senior cabin crew is responsible for managing the team.

Some airlines also have a cabin crew member in charge of each class of service such as first, business and economy or premium economy. While they are responsible for each of these areas specifically, these positions still report to the senior cabin crew or purser. Role of Cabin Crew The roles of the remaining cabin crew are determined by the positions they are assigned in the aircraft for each flight. Each airline may have a slightly different variation on how the remaining positions are assigned or selected. The number of cabin crew on any one flight depends on the size of the aircraft, the length of the flight and the number of passengers. The size of the cabin crew team can range from 2 to 16 or more. It is important to be prepared to take on any of the duties required of a member of the cabin crew, since actual and assigned responsibilities on different flights may vary. No matter your role as cabin crew you are responsible for bringing any condition, occurrence, malfunction or situation that may affect the safety of everyone on board passenger and crew and the safety of the flight to the attention of other crew members, particularly the captain. Examples of these conditions or situations can include: y A strong odor of smoke or of something burning y An electrical component in the galley malfunctioning y Passengers fighting or causing a disturbance y An ill passenger If you are interested in additional information about flight and cabin crews, visit the web site: http://travel.howstuffworks.com/pilot.htm/printable

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Progress Check 1. List the different flight crew and their ranks. 2. Briefly describe the responsibilities of each of the flight crew. 3. The senior cabin crew member is the _____ of the cabin crew and takes orders directly from the ______. 4. A purser is responsible to _______, ________ and the following of ________ during the flight.

Answer Key 1. Pilot-captain/commander, co-pilot /first officer 2. The captain is the pilot and is solely responsible for the operation and safety during that specific flight. He or she is the team leader and has full authority over everything and everyone on his or her flight. The first officer is the co-pilot and is the second in command. He or she is often the one flying the aircraft. In addition to flying the aircraft, the first officer also assists the pilot with the preflight duties by reviewing paperwork and performing aircraft pre-flight checks. 3. Leader; captain 4. Ensure safety; customer service; company policy

Lesson Summary Each flight has a flight crew and a cabin crew. The flight crew includes the pilot and co-pilot. The pilot is also the captain or commander and he or she has complete authority for his/her assigned flight. Pilots are responsible for all crew, passengers and equipment. The co-pilot, also known as the first officer, has specific

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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.

6.2 Flight Preparations LESSON OVERVIEW

Lesson Learning Objectives At the end of this lesson you will be able to: •

Describe the role and responsibilities of the flight crew and purser in pre-flight cabin crew briefings.

•

Describe the duties of the cabin crew in pre-flight preparations, boarding, during flights and in preparation for landing.

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 smoothly and in an orderly manner, the cabin crew must pay attention to every detail of the necessary preparations. There are many tasks that have to be performed in order to prepare for each stage of a flight. 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. The cabin crew is busy from the minute they arrive at the airport, 1-2 hours prior to departure, with the following: y Pre-flight crew briefing y Pre-flight preparations y Flight preparation y Boarding process y Pre take-off preparations y Passenger safety briefing y Preparing for take-off y Preparing for landing It is important to become familiar with the tasks outlined in this lesson, since as cabin crew you will most likely be assigned to any number of the tasks before and during a flight.

6.2.1 Pre-flight Crew Briefing As cabin crew, you will be required to report to the airport or at an assigned location up to 2 hours before a flight. During this time you can pick up important mail, verify that you have all the latest manual

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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. Soon after reporting for duty, both flight and cabin crews meet for a crew briefing that is conducted by the captain. The briefing has several purposes. If the members of the crew have not worked together previously, then they are introduced to each other and they review their expectations for that specific flight. They discuss the details of the flight, special situations and instructions and share important information. Pre-flight briefings are required by industry regulations. At a minimum, the captain will review the following topics during the crew briefing: y Weather at point of departure, point of arrival and en-route y Flying conditions for the entire flight y Anticipated turbulence or storms y Destination weather y Flight time The crew briefing is important because it helps to: y Establish the basis for communication y Set the tone for how everyone will work together y Ensure a safe and pleasurable flight by reviewing information and procedures that are important for safety and service.

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The briefing may take place at an assigned room at the airport or on the aircraft. The timing has to be coordinated so that it does not interfere with the flight’s timely departure or with the other essential preflight duties that must be accomplished by both the flight crew and cabin crew prior to departure. Sometimes it is difficult or impossible to have a joint briefing with the flight and cabin crew together. In those situations, the captain will brief the senior cabin crew who will then conduct a briefing with the rest of the cabin crew. At that point additional information that primarily concerns the cabin crew is discussed. The purser or senior cabin crew will: y Validate that the required minimum crew is present. y Assign duty positions with assigned stations and emergency duties. y Review communication procedures. y Review selected emergency procedures and equipment. y Review safety demonstration procedures. y Give out general information about the flight. y Discuss reported equipment irregularities that may affect the service or the passengers directly (inoperative lavatories, broken entertainment units, seats that cannot be reclined, inoperative coffee machines, etc.). y Coordinate rest breaks (particularly on flights with long durations or where it is required). y Discuss service routine, catering and food service, duty free sales.

Sample Briefing Scenario You arrive at LHR at 1400 in time for the crew briefing led by captain J. Ross. The first officer is K. Bell. The Cabin Crew is: 1A: K. Tom 2A: T. Bauder 2B: J. Reilly 1B: (yourself)

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Flight: 171 LHR to CDG: (departing London - Heathrow to Paris Roissy Charles de Gaulle Airport) Departure: 1615 Arrival: 1830 Captain Ross reviews that the flight time will be 1 hour and 15 minutes. The aircraft is an Airbus 320 He informs the crew that the departure weather is: cloudy, windy, temp 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. The arrival weather is expected to be: cloudy, temp 15°C – no anticipated weather delays for arrival Aircraft Capacity: 12/132 Passenger Count: First Class: 12 Economy: 100 Security Information: standard operating procedures apply Safety Information: Senior cabin crew conducts review of emergency equipment on board, location and use of equipment and areas of responsibility. Service: First Class – Beverage/Meal Service Main Cabin – Beverage/Snack. Task Assignments: As indicated on Service Flow Chart. Special Requests: 20A – R .Robins - (WHCR) requires wheelchair assistance. 5C – J. Fellows - (UM) unaccompanied minor. The crew has the opportunity to ask questions and as soon as the aircraft is ready, you will board and begin flight preparations. Once the briefing is complete, the cabin crew will go to their assigned duty positions/stations and complete the pre-flight duties that pertain to their area of responsibility and prepare for the flight.

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6.2.2 Pre-flight Preparations In addition to the responsibilities during a flight, there is considerable coordination and preparation that takes place before the first passenger boards the aircraft. The flight and cabin crews are typically required to report to the airport at least 1 hour before a domestic flight departs and usually 2 hours before international flights for pre-flight preparations. 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. If there is enough time in between turn-around flights, the captain may meet with the arriving flight crew to see if they experienced any issues on the inbound flight – either with the aircraft or with the weather while en-route.

As part of the pre-flight preparations, the first officer will always perform an inspection of the exterior of the airplane looking for anything that may be out of the ordinary for the aircraft. This is sometimes referred to as a “walk-around”. The flight crew does the same inside the cockpit making sure that instruments and controls are working properly. They will also review the aircraft maintenance logbook to see if specific items or issues were previously documented. The flight crew is responsible to make sure that all technical problems are either corrected by maintenance immediately

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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.

6.2.3 Flight Preparation Once on board the cabin crew is very busy preparing for the flight. There are many duties shared among all crews to be accomplished. These duties include: y Security checks y Safety equipment checks y Galley checks y Forwarding appropriate checklists to the senior cabin crew who then advises the captain of any issues or discrepancies found in the cabin.

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6.2.4 Boarding Process The cabin crew has an important role to play while passengers board the aircraft. The cabin crew must be available in the cabin to welcome and assist passengers as they board. This is not only good customer service but also a time when the cabin crew can observe the passengers as they board. An observant cabin crew can anticipate the needs of the passengers and help them. For example, they might help a passenger stow the luggage appropriately, or provide them with pillows and blankets. It is also a time to make sure that luggage conforms to size and weight restrictions of the airline. As they greet passengers, the cabin crew must also able to detect any suspicious behaviour or take note of nervous passengers. Pre-boarding is offered to passengers who may want or require special assistance. These passengers board in advance of others and may include the elderly, families traveling with small children or those using crutches or wheelchairs to board the plane. This allows the cabin crew to provide special attention and care without congestion in the aisles. Some of these passengers may also require an individual safety briefing. You will learn more about special needs passengers in Module 8. As part of the boarding process, certain cabin crews are responsible for verifying exit row passengers. Persons seated in an exit row seat have to meet certain special criteria since these passengers may have to assist in the event of an emergency. At this time, the cabin crew must communicate with these passengers to ensure they meet the criteria and are willing to assist in the event of an emergency. √

Criteria for Exit Row Passengers Must be at least 15 years old. Must be willing and able to assist in the event of an emergency. Must be sufficiently mobile and able to open emergency exits. Must understand instructions in printed or graphic form and understand oral commands given by the crew member. Must not be travelling with an infant or someone who requires assistance in the event of an emergency.

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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.

6.2.5 Pre Take-Off Preparations Once all the passengers are on board the cabin crew is very busy preparing for take off. They must complete many tasks before the aircraft doors are closed. These tasks include: Inspect the cabin to ensure that lavatories are unoccupied and locked. Confirm that all compartments, closets and overhead bins are closed. Confirm that all passengers are seated. Confirm that all luggage is properly stowed. Galley equipment is secured and locked. Galley floors are clean of any leaks or spillage. Galley power is turned off for takeoff. Exit Rows have been verified. 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.

6.2.6 Passenger Safety Briefing One of the most important duties you will have as a crew is the passenger safety briefing. This is your opportunity to educate your passengers on how to respond in the event of an emergency. It is

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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.

It is required that all airlines provide a briefing and visual demonstration to passengers prior to take-off. Many of today’s commercial flights accomplish the passenger safety briefing with the use of video equipment, with the cabin crew standing by at their assigned exits or demonstrating positions so that they are fully visible to the passengers. All cabin crew are trained on accomplishing the briefing whether or not a video is present or available. The senior cabin crew will coordinate or accomplish the reading of the announcement while the remainder of the crew demonstrates and points out the equipment and features. The safety briefing covers the following topics: y Stowage of luggage on board an aircraft y Smoking regulations y Use of electronic devices y Seatbelt operation and requirement y Oxygen masks and their use y Location and purpose of the passenger safety card y Location of emergency exits and emergency escape lighting y Location of life vests and other survival equipment and their use

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Once the safety briefing is complete, the cabin crew will walk through the cabin to answer questions and complete any needed cabin preparations for take-off. The cabin crew is then required to be seated in their assigned jump seats for taxi – as well as for all take-off and landing phases of the flight. Passengers with special needs such as those who need the assistance of someone else to get to an emergency exit receive an individual briefing tailored to their needs. These passengers can include children travelling alone, or someone who is blind or deaf or in a wheelchair.

6.2.7 Preparing for Take-off Before the flight departs, the captain must sign a flight release confirming the crew is fit and that the appropriate flight information has been completed and reviewed by the flight and cabin crew. The pilots will also receive up-to-date flight and cargo information, such as weather conditions and passenger count. There is a very specific sequence of communication that occurs before a flight can take off and after the crew briefing. Prior to take off the following must occur: 1. All documentation is reviewed and confirmed by the captain. 2. Flight release is signed by the captain. 3. Cabin crew secures the door. 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.

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6.2.8 Preparing for Landing During the approach phase of the flight, the cabin crew prepares the cabin and galleys for landing in the same way as they did prior to take-off. They must check the following: y Compartments, bins and closets must be closed. y Passengers must be seated and have their seat belts fastened and luggage properly stowed. y All service items returned and galley equipment stowed. 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. 2. The following topics must be covered in a pre-flight briefing: a) Weather b) Flying conditions c) Ground transportation at arrival d) Anticipated turbulence or storms 3. Crew briefing is important because it helps to: a) Establish the basis for communication b) Gives the crew an opportunity to relax before the flight c) Set the tone for how everyone will work together d) Ensure a safe and pleasurable flight.

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4. Before landing the crew must check… a) Compartments, bins and closets must be closed b) Passengers must be seated and have their seat belts fastened c) All passengers have a drink and snack in hand d) All service items returned and galley equipment stowed 5. One of the most important duties you will have as a crew is the ___________. 6. List the flight preparation duties of the cabin crew. 7. List at least 5 topics covered in the safety briefing. 8. Read the following scenarios and circle the correct answer (appropriate or inappropriate). Then explain your answer in the space provided. a) As passengers board the aircraft a cabin crew is standing in the rear galley eating lunch out of a fast food container. She is facing the rear of the aircraft. Appropriate

Inappropriate

Explain your answer: ___________________________________________________ ___________________________________________________ ___________________________________________________ ___________________________________________________ ___________________________________________________ b) As the passengers board the aircraft one of the cabin crew is standing at the entrance of the aircraft greeting the passengers. He leaves this post to help a passenger stow a bag in the overhead compartment. Appropriate

Inappropriate

Explain your answer: ___________________________________________________ ___________________________________________________ ___________________________________________________ ___________________________________________________ ___________________________________________________

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Answer Key 1. During this time you can pick up important mail, verify that you have all the latest manual revisions and bulletins that pertain to company policy and procedure. This is important because there could be a new regulation to follow or a change in the flow of service for a particular flight. It is also important to arrive at your assigned report time prior to a scheduled flight so that you can attend a crew briefing. 2. a), b), and d) 3. a), c), and d) 4. a), b), and d) 5. Passenger safety briefing 6. y

Security checks

y

Safety equipment Checks

y

Galley checks

y

Forwarding appropriate checklists to the senior cabin crew who then advises the captain of any issues or discrepancies found in the cabin.

7. y

Stowage of luggage on board an aircraft

y

Smoking regulations

y

Use of electronic devices

y

Seatbelt operation and requirement

y

Oxygen masks and their use

y

Location and purpose of the passenger safety card

y

Location of emergency exits and emergency escape lighting

y

Location of life vests and other survival equipment and their use

8. a) Inappropriate. Cabin crew should greet the passengers and observe carefully for any unusual behaviour or determine if the passengers need any assistance. They must behave in a professional manner and eating their lunch during this time is unprofessional. b) Inappropriate. Although the cabin crew member is doing the right thing by greeting the passengers, and offering assistance to someone who needs help, he should have remained at this post

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and asked another cabin crew to help the passenger or ask to be replaced. It is very important for the designated person to stay at the boarding door or entrance. It would not give a good first impression if a passenger boarded the flight and there was not cabin crew present to provide a welcome. It is also important to observe each passenger as they board to look for any special needs or unusual behavior.

Lesson Summary The lesson focused on the specific responsibilities of the cabin crew before take off and in preparation for landing. Many of these tasks also impact the readiness in the event of an emergency, making it extremely important that every member of the cabin crew complete all expected tasks. You had the opportunity to become familiar with the many tasks that have to be performed in order to prepare for each stage of a flight including: y Pre-flight crew briefing y Pre-flight preparations y Flight preparation y Boarding process y Pre take-off preparations y Passenger safety briefing y Preparing for take-off y Preparing for landing In the next lesson, you will learn more about the roles and responsibilities of the flight and cabin crew. Each member of the flight and cabin crews has specific duties during pre-flight preparations, boarding, before take-off and before landing.

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6.3 Introduction to Crew Resource Management (CRM) LESSON OVERVIEW

Lesson Learning Objectives Upon completion of this lesson you will be able to:

Now that you are familiar with the duties performed by a cabin crew you are ready to learn a tool used to manage communication and resources during both routine and emergency situations during a flight. During the 1970s, aviation accident investigators discovered that more than 70% of air crashes involve human error rather than failures of equipment or weather. In further research, NASA found that the majority of the errors resulted from failure in leadership, team coordination and decision-making. The aviation community responded by turning to psychologists to develop training for flight crews focusing on the elements that were lacking. Initially, this training was known as Cockpit Resource Management and was designed for the flight crews. The focus has expanded to include cabin crews and others who are a part of the safe operation of a flight. It is now called Crew Resource Management or CRM.

•

Describe Crew Resource Management (CRM) as an effective communication and situational awareness tool during routine and emergency situations.

•

List the interpersonal skills required for effective teamwork.

•

List and describe various types of obstacles for effective crew performance.

•

List the strategies to remove obstacles for effective crew performance.

Using CRM takes into account human factors and their impact on the error chain. Its application is very important in day-to-day operations and therefore it is very important that all members of the flight and cabin crew understand what it is and how it is used. CRM is based on the ability to communicate effectively, which is essential to teamwork and handling of information and resources. Once hired you as cabin crew will attend CRM training on a regular basis.

•

Identify key elements of CRM and explain its importance in day to day operation.

6.3.1 Communication, Interpersonal Skills and Handling Information

•

Explain the importance of crew cooperation and teamwork in order to function smoothly under difficult circumstances.

Effective Communication Working as a crew brings together individuals from diverse groups who may not share common norms, values, or vocabularies but who do offer unique expertise, insights, and perspectives. Many factors affect how well a team communicates and works. Some of these factors include conflicts, workload, stress and group interactions. Your interpersonal skills are a key contribution to successful teamwork even when faced with difficult group dynamics or stressful situations. Some of those skills include:

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y Being able to communicate clearly. y Being able to actively listen and respond, asking appropriate questions or clarifying unclear situations. y Being able to give and receive constructive feedback. y Maintaining professionalism in all interactions. y Being adaptable and flexible. y Being respectful of others’ ideas, opinions and feelings. y Being able to recognise your own biases and judgments. y Being open to others’ ideas and suggestions. y Managing conflict effectively. y Being supportive if others need assistance or are having a difficult time. y Making the best decisions for the situation at hand rather than striving to be right. y Being supportive of the decisions being made. Barriers to Effective Crew Performance There are many factors that challenge communication between crews. Some of these are: y Fatigue y Workload y Stress y Cultural differences y Fear y Bias y Language barriers y Lack of understanding of another’s situation, job and responsibilities y Poor listening Skills 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.

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During initial and recurring training, you will be introduced to ways to overcome these barriers and challenges in order to achieve effective crew performance. For example, you will learn how to recognise fatigue and stress in yourself and others and learn how to remain calm under stressful conditions. Some of the other topics covered are: y Supportive team behaviors y Balanced participation y Established ground rules y Clearly defined roles and responsibilities y Good leadership y Support from leaders and other team members y Motivation y Effective time management y Effective workload management

6.3.2 Basics of Crew Resource Management (CRM) CRM is the effective use of all available resources (equipment, procedures and people) to achieve safe and efficient flight operations. Effective CRM helps to: y Avoid human error. y Stop errors and their consequences before they occur. y Minimise and effectively handle the consequences when they occur. A secondary, but very important benefit of CRM is improved morale. Good morale leads to improved efficiency and performance by individuals and teams, which leads to better results for the airline. ICAO requires CRM training for all airlines. In addition, it is recommended that airlines combine the flight and cabin crews whenever possible in this training. However, logistics and size make it difficult or impossible for some airlines to combine the training so often it is often conducted separately. CRM is required in both initial training and recurrent training for all cabin crew. It is important for all cabin crew members to be aware of these CRM basics. Part of understanding CRM is to be aware of how people contribute to

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efficient and safe operations and also what barriers might impact that effective performance. The basic elements of Crew Resource Management (CRM) are: y Leadership – It starts with the captain but involves all cabin crew. A good leader invites and also expects feedback from others up and down the chain of command and also allows others to take leadership roles. y Communication – clear and accurate sending and receiving of information, instructions and feedback. It involves understanding that communication is not just words but we send messages intentionally or unintentionally with our body language and tone of voice. Active listening is also a key part of effective communication. y Situational Awareness – taking into account and being able to identify the important elements of what is happening around you and using that information to avoid mistakes or to communicate more effectively. Factors that reduce situational awareness and one’s ability to respond and increase the potential for errors are fatigue and stress, task overload, difficult operating conditions and lack of crew communication, y Assertiveness and Participation – Sharing of ideas and knowledge and performing with team goals and not personal goals in mind. Making sure that your input is heard and understood rather than silently watching as mistakes might be made. y Decision Making – the ability to use sound judgment and all available information to make the best decision for the situation. This involves assessing the problem, verifying the available information and asking questions to clarify, anticipating consequences of the decision and informing others of the decision and the reasons behind it. Keeping these basic elements in mind when working as a team fosters an environment where everyone feels their input is valued. This approach has a strong and positive effect on how well individuals and the crew will function together in day-to-day operations. It is particularly useful and effective during times of high workload and stress. When an emergency arises, crews are already working together using parameters that produce good communication and coordination without having to think or reflect on it.

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Real Life Examples http://en.wikipedia.org/wiki/Tenerife_disaster (http://yarchive.net/air/airliners/dc10_sioux_city.html

Progress Check 1. Define CRM and what it is used for. 2. List at least 8 interpersonal skills required for effective teamwork 3. Explain the importance of crew cooperation and teamwork in order to function smoothly under difficult circumstances. 4. List and describe various types of obstacles to effective crew performance 5. In order to overcome barriers to effective crew performance you can learn to __________________________ and learn how to ______________________. 6. Two skills that will help overcome challenges to successful crew performance are effective ____________ and effective __________________. 7. The _________ works in an environment that is very confined and quiet. 8. Factors that affect how well a team communicate and works effectively include, ________, _______, _______, and ______.

Answer Key 1. CRM is the effective use of all available resources (equipment, procedures and people) to achieve safe and efficient flight operations. CRM helps to avoid human error and to stop errors and their consequences before they occur. CRM is also used to minimize and effectively handle the consequences when they do occur. 2. Being able to communicate clearly, being able to actively listen and respond, asking appropriate questions or clarifying unclear situations, being able to give and receive constructive feedback, maintaining professionalism in all interactions, being adaptable

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and flexible, being respectful of others’ ideas, opinions and feelings, being able to recognize your own biases and judgments, being open to others ideas and suggestions managing conflict effectively, being supportive if others need assistance or are having a difficult time, making the best decisions for the situation at hand rather than striving to be right and being supportive of the decisions being made. 3. Crew cooperation and teamwork ensures the safety and well being of the passengers and crew before and during flights and in particular during unusual or difficult situations. 4. Fatigue, workload, stress, cultural differences, fear, bias, language barriers, lack of understanding of another’s situation, job and responsibilities, poor listening skills, and poor communication (body language, non verbal's, tone of voice). 5. Recognise fatigue and stress in yourself and others; remain calm under stressful conditions. 6. Time management; workload management 7. Flight crew 8. Conflict; workload;stress; group interactions.

Lesson Summary Now you are be able to describe CRM, a communication and situational awareness tool used during routine and emergency situations. You are also able to identify key elements of CRM and explain its importance in day-to-day operations. You can also explain the importance of crew cooperation and teamwork in order to function smoothly under difficult circumstances. In addition, you have also learned about the different skills needed for team coordination and communication and the barriers to a successful crew performance.

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MODULE SUMMARY In this Module, we discussed how all members of the flight and cabin crews function as a team and coordinate all of the everyday operations. In order for the flight to go smoothly and to ensure an efficient and safe flight, the entire team must be able to communicate with each other effectively and understand 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. In the next module you will be introduced to the principles of customer service and how they apply to the cabin crew’s duties and responsibilities.

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7.0 Customer Service MODULE OVERVIEW

Module Learning Objectives 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.

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 service tips and techniques to make a passenger feel like a valued guest. If you can perform your duties as cabin crew efficiently and still maintain a good rapport with the passengers you will succeed.

Module 7 ̛ Customer Service

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7.1 Passengers are Guests 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 Objectives Upon completion of this lesson you should be able to: •

Identify ways to show hospitality to passengers.

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List ways to ensure comfort and safety of passengers before and during a flight.

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List ways to make a passenger feel like a valued guest.

•

Identify strategies to establish trust between you and the passengers.

Focus on tasks that will help your customers have an excellent flying experience. Use the tips and checklists in this lesson to deliver excellent customer service every time – you can take comfort in knowing that your work and attention will be noticed.

“Customers don’t expect you to be perfect. They do expect you to fix things when they go wrong.” Donald Porter, Sr. VP, British Airways

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Imagine that…. You are getting ready for a party at your house. You plan your party based on what you know your guests will enjoy. In the same way, customer service is not about one interaction but a combination of things done well. As you prepare to interact with passengers, think about them as your guests. With this mindset, you will have the skills you need to be an excellent service provider. As you perform your job as a member of cabin crew, passengers will consciously and subconsciously rate you on the 5 following areas: 1. Reliability – how well you deliver on commitments. 2. Responsiveness – how quickly and how well you interact and communicate. 3. Assurance – how well you know the airline and its products. 4. Empathy – when you care about the situation the passenger is in. 5. Tangibles - what a passenger sees or touches. There are 4 areas of knowledge and skills. Mastering the knowledge and skills listed below will help you successfully provide reassuring service. y Product knowledge – Customers expect you to know all aspects of about your airline and the product you deliver. For a cabin crew member this includes everything from the technical features (safety procedures, cabin features) to food and wine choices for a meal service. y Company knowledge - Knowing your organisation helps you understand how and why things sometimes go wrong This awareness is crucial in helping customers understand a service failure. y Listening skills – The need for this skill is crucial. In quality service you listen to seek understanding and to identify what it is the customer need. Ask questions to clarify and gain understanding. y Problem solving skills – In quality customer service, you should be able to recognize customer needs as they are expressed or observed – and deliver. If things go wrong, customers will expect you to know how to fix them and do it in a timely manner.

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If this situation occurs…

Do not respond…

Do respond…

A passenger tells you that he has contacted reservations in advance of his last 3 flights to confirm his special meal and it has not been provided.

I don’t know.

I apologise that you have not received your meals as ordered. I will document this in my service report and have our Customer Care Department follow up with you. I can also provide you with their direct number if you would like to contact them as well.

That’s not my job – I just serve what is put on board.

(Company Knowledge)

I also have some options from our meal selections in First and Business Class, perhaps I can combine some of those selections to match the preferences you ordered. A passenger asks if your airline provides service between Paris and Rome (Product Knowledge)

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I’m new so I don’t know for sure, check the in-flight magazine and see if it shows on the route map.

Yes sir, we just announced twice daily direct service between Paris and Rome. OR Currently, we have an agreement with a codeshare partner that provides service in cooperation with our frequent flyer program.

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A passenger asks which white wines you serve and which oneyou recommend. (Product Knowledge)

As passengers are boarding, a man approaches you and says he is traveling with his wife but he has just noticed that they are seated 2 rows apart. (Problem Solving)

I don’t drink wine so It’s hard for me to comment.

I don’t like white wines, I only drink red and would recommend the Cabernet Sauvignon.

I don’t assign the seats but if you go back out to the gate agent perhaps they can switch your seat assignments.

The flight is full today, you will have to take your assigned seat

We offer 3 white wines, Chardonnay, Riesling and Sauvignon Blanc. My recommendation for dinner would be the Sauvignon Blanc from California, it is described as crisp with green flavors.

I’d be happy to help you. Please wait here with your wife and I will check with the boarding agent to obtain another seat assignment.

I think we can work this out. I see you are in row 20 and your wife is in row 18, let me check with other passengers in those rows and see if they will be willing to change seats with you.

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Did you know? 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. Below is a list of tasks that you should follow to show your passengers hospitality, comfort, value, and trust. 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.

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Did well

Need help

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Describe the tasks required to perform your job safely and with skill

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Check emergency equipment

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Identify items that need repair or replacement

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Check cleanliness of the cabin, galleys and lavatories

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Assist passengers during boarding (proper stowage of luggage and briefings)

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Perform a safety briefing

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Check cabin temperature

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Check the lighting

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Follow the service sequences and requirements as designed for this flight

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Tasks to help you deliver excellent customer service

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Did well

Need help

Tasks to help you deliver excellent customer service

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Keep the cabin quiet and controlled

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Walk through the cabin to offer assistance before and during the flight

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Check your personal presentation and professional image (cleanliness )

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Use friendly body language

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Use friendly facial expressions

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Anticipate passenger needs

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Say hello and introduce yourself

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Use passengers names when possible or appropriate

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Say thank you

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Apologise when expectations have not been met

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Be honest

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Keep the customer informed

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Listen

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Take responsibility

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Describe the company

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Respond to requests in an appropriate time-frame Go see the following website for additional information: Awards for best airline worldwide in several categories: http://www.oag.com/oag/website/com/en/Home/

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Progress Check 1. List 3 ways to show hospitality to passengers. 2. List and describe 3 knowledge and skills to establish trust between you and the passengers. 3. What are the 5 elements of quality that customers use (in any business) to evaluate service? 4. Match the element of quality service in column A to correct description in column B. A

B

1. Reliability

Show that you care about the situation the passenger is in

2. Responsiveness

What a passenger sees or touches – leaves a lasting impression

3. Assurance

How reliable is the service that is expected

4. Empathy

How trustworthy you are, you do what you say you will do

5. Tangibles

How quickly and in what way you interact and communicate

5. Given the following 5 situations, explain the proper actions you will take to demonstrate proper customer service. Mini-situation a) A passenger is afraid of flying… b) The flight is delayed… c) There are no more pillows… d) A baby is crying…

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As a member of cabin crew, I will…

Aviation Training Programme

Mini-situation

As a member of cabin crew, I will…

e) The other passengers are noisy…

Answer Key 1. Greet them with a smile, listen to them when they speak to you, offer them a pillow and blanket (if available), ask them if they need anything. 2. Product knowledge, company knowledge, ability to listen, problem solving skills 3. Reliability, responsiveness, assurance, empathy and tangibles. 4. Reliability (4), Responsiveness (5), Assurance (1), Empathy (3), Tangibles (2). 5. a) Reassure and offer information. Ask questions about their needs. b) Keep customers informed about the delay, offer service, answer questions, be visible in the cabin to offer assistance. c) Apologise to the customer. Try and look for alternate solutions, ( i.e. perhaps fold a blanket to be used for a pillow or, if on the ground before departure, try and request additional supply. d) Approach the parent and ask if there is something they need to help make the infant more comfortable. e) Offer to relocate a customer who is being disturbed. Approach the noisy group and tell them you are glad they are having a good time, and in order for everyone to have an enjoyable flight it helps if the conversation is kept to a normal level.

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Lesson Summary Providing customer service is very similar to throwing a party! Customer service is not about one interaction but a combination of things done well. As you prepare and interact with passengers, think about them as your guests. With this mindset, you will have the skills you need to be an excellent service provider. There are 5 elements of quality (service) that customers use (in any business) to evaluate service and everything you do, every single day on every flight: reliability, responsiveness, assurance, empathy and tangibles. Remember to use the tips and checklists in this lesson to deliver excellent customer service every time and you can take comfort in knowing that your work and attention will be noticed and appreciated.

MODULE SUMMARY When a passenger is satisfied with the customer service that you have provided, this looks good for the airline and for the members of cabin crew. Use the customer service tips and techniques presented in this module to make a passenger feel like a valued guest. To prepare for the final exam, complete the progress checks found at the end of each lesson several times. You know you are ready for the final exam when you are able to perform the actions listed in the module and lesson objectives. In the next module you will learn about an important skill that is linked to providing good customer service, that is, managing passenger interactions.

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8.0 Managing Passenger Interactions MODULE OVERVIEW

Module Learning Objectives At the end of this Module you should be able to: •

In this module you will acquire knowledge on how to manage passenger interactions efficiently. There are many different things that you can do to help passengers feel they are being cared for during a flight. The key is in how well you observe what is going on around you and how you communicate back to the passengers.

Identify different ways of managing passenger interactions in a variety of circumstances by using appropriate verbal and nonverbal communication.

Module 8 ̛ Managing Passenger Interactions

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8.1 Care Giving LESSON OVERVIEW

Lesson Learning Objectives Upon completion of this lesson you should be able to: •

Explain how the cabin crew can care for passengers before, during, and after a flight.

•

Distinguish between giving a command and making a request and determine in what circumstance each is appropriate.

•

Describe how you give a command in a manner that is not threatening or rude.

•

Identify the “flight and fight” reactions in individuals and state how you would respond.

•

•

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Identify ways to recognize and anticipate needs of special passengers to make their flight pleasant, comfortable, and safe. List the dos and don’ts of what to say to special needs passengers without being condescending or offensive.

Airline Cabin Crew Training

Whether a passenger requests help or not, there are many opportunities available for helping passengers before, during and after a flight. In this module you will learn how you can use your observation and listening skills to identify an opportunity to help a passenger, assess what the best action is for the passenger based on your observation, how to 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 improve their travel experience and make them feel that they are well taken care of. Caring for Passengers There are many ways to care for passengers before, during, and after a flight. As you plan for your flight you will be given a list of passengers that requested special assistance at the time of reservation or check in. The requests may be for a special meal (you will learn about special meals in module 13), about transportation of the family dog, about a reservation of an empty seat next to them, or for special attention to a child traveling alone. You can properly manage the customer interaction, by confirming the special request with the passenger and addressing the request. Five Steps for Managing Passenger Interactions: Special Assistance y Review requests for special assistance y Make eye contact and smile: this non-verbal behaviour establishes trust and shows that you care y Confirm the request with the passenger y Address the request y Ask the passenger for feedback: was the request for special assistance filled to their satisfaction?

Request

Customer Interaction

A special meal

“Mr. Lee, the vegetarian meal you requested will be served shortly following our beverage service.

Transportation of a family dog

Miss Jones, the captain advised me

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that your dog Scooter has been boarded on the plane and that the ramp staff made sure that he had water and food for the flight as you had requested. Reservation of an empty seat

Mrs. Scott, I’ve confirmed with the boarding agent that she was able to keep the seat next to you open as requested.

Special attention to a child traveling alone

Hello Sam, my name is John. We are so pleased to be taking you to visit your grandmother. Have you been on an airplane before?

Managing passenger interactions also involves caring for passengers that do not request special assistance. Observing passengers carefully can provide hints that lead you to know there is something you can offer or do to make your passenger’s travel more comfortable. In each of the observations in the table below, there is an opportunity for you to provide care and service. These passengers may never actually ask for assistance. Acting on your observation creates an opportunity to make the passenger’s travel experience more pleasant - otherwise, the moment is lost. These simple tasks will let the customer know that you care and want to establish trust. Five Steps for Managing Passenger Interactions: No Special Assistance Requested y Observe and listen to passengers: body language, things they say to you or others, facial expressions. y Make eye contact and smile: this non-verbal behaviour establishes trust and shows that you care. y Decide what to do to help the passenger. y Offer assistance. y Ask the passenger for feedback: I hope your travel experience has been pleasant.

Observation

Customer Interaction

You notice someone who is visibly upset or crying and looking out the window.

Offer a tissue and a glass of water.

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You notice an elderly gentleman struggling to stow his luggage and find his seat.

Approach the elderly gentleman and ask if you can help with his luggage and find his seat.

You overhear a woman saying that this is her first flight.

Introduce yourself to the first time flier, ask if she has questions and tell her about the airplane.

You see a young woman trying to maneuver two small children and multiple bags down the aisle.

Approach the woman and ask which seats she has been assigned and offer to assist her with the bags.

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 experience.

Progress Check As cabin crew focused on customer service, you will be required to assist passengers throughout the flight. 1. List two simple actions that establish trust and reveal customer care. 2. List two other actions that are not listed in this lesson that you can do to establish trust with your passengers. 3. List three observable actions by passengers that indicate their need for assistance. 4. What are the five steps to follow for managing passenger interactions for passengers that have requested special assistance? 5. What are the five steps to follow for managing passenger interactions for passengers that have not requested special assistance?

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Answer Key 1. Make eye contact and smile: this non-verbal behaviour establishes trust and shows that you care. 2. Other actions that you can take are: 1. Use a gentle soft tone of voice, 2. Ask for the 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. 4. Review requests for special assistance, 2. Make eye contact and smile: this non-verbal behaviour establishes trust and shows that you care, 3. Confirm the request with the passenger, 4. Address the request, 5. Ask the passenger for feedback: was the request for special assistance filled to their satisfaction? 5. Observe and listen to passengers: body language, things they say to you or others, facial expressions, 2. Make eye contact and smile: this non-verbal behaviour establishes trust and shows that you care, 3. Decide what to do to help the passenger, 4. Offer assistance, 5. Ask the passenger for feedback: I hope your travel experience has been pleasant.

Lesson Summary Whether a passenger requests help or not, there are many opportunities available for helping passengers before, during and after a flight. Use your observation and listening skills to identify an opportunity, assess what the best action is for the passenger based on your observation, act on the opportunity, and then ask for feedback. The more opportunities you take, the quicker you will learn how to successfully manage interactions with your passengers to increase their travel experiences.

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8.2 Giving a command and making a request LESSON OVERVIEW

Lesson Learning Objectives Upon completion of this lesson you should be able to: •

•

Distinguish between giving a command and making a request, and determine in what circumstance each is appropriate. Describe how you give a command in a manner that is not threatening or rude.

Rules and regulations in the airline industry exist to keep people safe. Cabin crew have many regulations and procedures they must follow and enforce to maintain the safety of a flight. However, it is important to remember that as you do this you must also maintain good customer service. After all, your responsibilities involve ensuring the safety and comfort of your passengers. Remember, happy customers will keep coming back! This lesson will provide you with tips and techniques to help you enforce the necessary regulations and procedures while maintaining good customer service. Providing Safety with Service As you follow and enforce the required safety and security procedures keep in mind that your focus is to “provide safety with service”. That is to say, your courteous behaviour will encourage your passengers to follow the safety rules and procedures without 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.

Words and phrases that are service minded

Words or phrases to avoid

Are you willing to…?

You have to…

It would be best if…

You must...

We want your flight to be as pleasant as possible.

You need to…

May I assist? We can even check your bag for you… I understand your concern…

That’s against the rules… SIT down… You should have done it this way… I don’t make the rules… Its policy... You have to find a place for that… I can’t...

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Important Note: Use straight commands and strong forceful tone during emergency evacuations, when you need people to act quickly. 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. Five Steps for Managing Passenger Interactions: y Make eye contact, smile and stay calm. y Repeat the objection presented. y Use service minded words and phrases to explain why the rule or procedure needs to be followed. y Make an alternate suggestion using this wording, “Are you willing to...”. y Thank the passenger for understanding. The more practice and exposure you have to objections the better you will be at handling difficult passenger interactions.

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When a customer does not want to...

You can say or do this...

Don’t do or say this…

Check in their luggage...

I know this is inconvenient for you, however we can check your luggage for you right here at the gate and it will be carried down to the ramp and placed in cargo. I assure you it will be on the flight and you can claim it at your destination.

It’s not my fault there’s no more room for your luggage. Everyone brings on too much and it’s out of my control. You’ll just have to check it.

Turn off their cell phone...

Mr. Von, I realize you may be on an important call but it would be best if you end it shortly as cell phones should be turned off at this time.

You are breaking a rule; your cell phone must be turned off.

Buckle their seat belt...

Miss Stein, You may not have noticed the seat belt sign has been turned on, we’ll be experiencing turbulence for the next few minutes, let’s fasten your seat belt for your comfort and safety.

We’ve announced several times that your seat belt has to be fastened.

Stay seated...

Would you be willing to stay in your seat for just a few minutes? We’ll clear the aisles of our service carts and then you’ll have plenty of room to get up and walk around.

Can you PLEASE sit down?

Calm down...

I see you are upset, how can I help you?

You are being irrational and I can’t understand what you are taking about.

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Progress Check 1. Identify if the following are words and phrases to avoid or words and phrases that are service minded (See answers in the table below) Word or phrase

Category (circle the correct category)

It would be best if...

Avoid

Service minded

I can’t...

Avoid

Service minded

I don’t make the rules...

Avoid

Service minded

Are you willing to...

Avoid

Service minded

I understand your concern...

Avoid

Service minded

2. When is it appropriate to use straight commands and force? 3. When is it appropriate to be professional and courteous? 4. What do you do if the passenger does not want to wear a seat belt when the captain has turned on the seat belt sign?

Answer Key 1. Service minded, avoid, avoid, service minded, service minded. 2. During emergency evacuations. 3. All the time (always). 4. Acknowledge to the customer that you understand the wearing the seat belt may feel restrictive to them or uncomfortable. State: “However I need to ask you to fasten it at this time. It’s important that it be worn when the captain advises as he is looking out for our safety. Once it is safe the captain will turn off the sign and you may release the seatbelt again”.

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Lesson Summary The easiest way to get people to follow safety rules and procedures is to build trust first. Use the strategies presented in the previous lessons to build trust and you will see it will be much easier to get your passengers to respect you as you explain and enforce the safety rules and procedures. The language you use will also influence how people perceive you. Remember to “provide safety with service” as you manage passenger interactions.

8.3 Flight and Fight Reactions LESSON OVERVIEW

Lesson Learning Objectives Given a scenario you will be able to: •

Identify the “fight or flight” reaction in individuals and state how you would respond.

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 reacting in this same way. As cabin crew you need to be prepared for this reaction and be able to respond in an effective and appropriate manner. You also need to recognize this reaction in yourself, so you can avoid it. It is your responsibility to remain calm and help the passengers remain calm in high stress situations such as emergencies. This lesson will explain what causes this fight and flight reaction and how to respond to it appropriately.

Fight or flight reaction when under pressure

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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 faced with danger, a new situation or other exposure to stress, the nervous system signals for adrenalin and other hormones to be released into the blood. These hormones prepare the body either to confront (fight) or to flee to safety (flight). When the body is in this mode of survival, people are excitable, anxious, jumpy and irritable and it reduces ones ability to think with their rational mind or to work effectively with other people. It may also seem that only true “life threatening” situations would cause this response but in reality it does not have to be dramatic to cause both physical and mental reactions. Most people when in this mode will eventually respond to a calming, rational and sensitive approach. The Fight Reaction The fight reaction can be seen in the airline passenger who is extremely angry over a situation or series of situations. It can also be seen in people who have had other personal stress in their life and they can react in a nervous way in situations that are not related to their stress. While the person is living this “fight” reaction mode, they are not thinking rationally and can say or do things that are strange. For example, they can react sarcastically, with disgust, and can be overly critical of many things. When dealing with a very unhappy passenger, your challenge is to get them out of the “fight” reaction mode and involved in a calm discussion where you can help them. Below are some strategies to help passengers out of a “fight” reaction mode: Strategy

Definitions

How to use the strategy

Distract the passenger to calm them down.

A distraction helps the angry passenger to change their focus. Once this occurs you can help them calm down and focus on something new.

Bring the passenger to a different location: Ask them to come with you to the galley so you can talk or get them to a location where it 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.” Change body language: Be at the passenger’s eye level or stand up to establish authority. Ask questions that allow the passenger to explain their anger using their own words. Use

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questions that begin with “what, when or how” rather than “why”. Clarify what the passenger wants or needs. Give them an opportunity to explain this. Have empathy to gain trust.

When you place yourself in the passenger’s shoes, you may be able to understand what they are going through. This helps to build trust and the passenger will gain respect.

Take a moment to place yourself in their point of view. This technique sounds simple but requires a lot of practice for you to do it properly and without thinking. You must be calm and aware of the passenger’s anger when you try this. Listen actively. After the person is finished speaking, repeat what you have heard. This is called “mirroring” and gives you a chance to explain the facts, feelings and understand the meaning of what the person is saying. This shows them you have heard them, understand their emotions and that you value their feelings.

Respond to show that you are listening.

After you calm the passenger down, listen to them and explain to them what you have heard, it is time to try to have a discussion with them to move them out of the “fight” mode. The angry passenger wants you to help them and so it is your responsibility to try to fix the situation as best as you can and within your limits.

Respond respectfully. Avoid blaming the passenger. Use “I” instead of “you” statements. For example, “I would like to have a great flight today”, do not say “you cannot have a good flight today if you don’t calm down.” Respond respectfully and take responsibility – while you are not accepting blame, you are recognizing the other person’s situation, their emotions, and the inconvenience. Your goal is to try to get the passenger to cooperate or to come up with a solution.

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Here are some examples of situations that have caused passengers to become angry: y Missing a flight connection or important meeting because of a flight delay or cancellation. y Boarding a flight to find out that there is no room for their carryon luggage and it must be checked (tagged and carried in cargo and claimed at baggage claim at their final destination). y Being misled about delays or lack of information during delays or cancellation of a flight. As a member of the cabin crew, you need to recognize when a passenger’s anger and disruption is threatening the crew or the safety of the flight as referenced in the Aviation Security section. Please stay clam when dealing with a passenger who is in “fight” mode. You must stay away from becoming irrational, sarcastic, and angry and do not enter into “fight” mode with the passenger. Avoid counterattacking and responding with defensive statements! Also, you should be aware of communication style differences in cultures other than your own. When you think a passenger is angry or disgusted, it is important to confirm that the passenger is feeling this was by asking in a professional and calm way. Sometimes how passengers show anger are different among cultures and misreading someone can cause you to respond in a way that is inappropriate or strange to them – making a bad situation worse. As a suggestion, try to identify how people from other cultures express angry feelings by asking others or doing some research. It never hurts to be prepared. Your biggest challenge when dealing with angry people is to stay calm and avoid taking the anger personally. Naturally, you may want to respond angrily however that response will only make emotions worse without solving problems. It is your responsibility to recognize high stress situations in others and avoid using confrontation. Using authority will not solve the problem and keep in mind that it can and probably will make things worse. The “Flight” Reaction A passenger in “flight” reaction mode will generally want to leave the aircraft or their seat. This is more of a physical reaction as compared to the mental state of the passenger in the “fight”. However, they are still responding in a manner that may seem irrational, with distorted perspectives about what is happening. Much like the person in the “fight” mode they may be difficult to deal with. The following are some examples of

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situations that have caused passengers to become fearful and respond with a “flight” reaction: y Mechanical Issues with the aircraft 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. For more information on this topic refer to the following references: Knock your Socks of Answers by Kristin Anderson and Ron Zemke. 1995. Emotional Intelligence by Daniel Goleman, 1995. 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. 2. Describe a situation where a passenger is afraid and wants to leave the aircraft (be as detailed as possible about how the passenger is feeling and what happened to cause this). Then list the steps the cabin crew should follow to deal with resolving the issue and calming the passenger down.

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3. For each of the following, explain how you should respond: Fight or Flight Reaction

How you should respond

a) Passenger is screaming. b) Passenger refuses to return to his seat. c) Passenger is angry about not having an aisle seat. d) Passenger is afraid of the turbulence and wants the aircraft to land.

Answer Key 1. Stay calm, show empathy, confirm that the passenger is angry, listen to the passenger, show passenger that you are listening don’t argue or become sarcastic. 2. Same strategies as fight mode and also try to distract the passenger to change their focus. 3. a) Take the passenger to a different location, make eye contact and ask questions that will allow the passenger to explain what happened. The goal is to remain calm yourself and help the passenger calm down. b) Ensure you are in eye-level with the passenger. Listen to the passenger, have empathy by repeating what the passenger is saying, explain your point of view and then ask the passenger what you should do next. By getting the passenger involved in the solution, you will have a better chance that they will listen. c) Make eye contact, listen and apologize for the situation. Ask questions to search for solutions that might be acceptable to the passenger. (Window seat with an empty seat next to it, being seated in a bulkhead row or near an emergency exit may offer more legroom even though it’s not an aisle seat. d) Bend down or kneel at the passengers level, speak slowly and calmly. Acknowledge their feelings. Explain what causes turbulence and that it is not unusual or dangerous.

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Lesson Summary The “fight or flight” reaction is a set of processes that occur in the body when confronted with some form of physical or mental stress. When either “fight” or “flight” modes occur, the passenger needs to be calmed down and listened to, before you can start to address the situation. Remember that passengers want you to fix their problem. While this may not always be possible, you can do something for the passenger to let them know that you understand their situation and will do what you can to help them. By recognizing what the passenger wants or needs and providing for them, you can have a significant impact on the degree of anger and frustration directed at you. Keep in mind that recognition of “fight or flight” reactions and the strategies you use to respond to them can also be used with conflicts in your working and personal relationships. It is a valuable skill to have in your repertoire. As you encounter passengers who show you these behaviours, try to make a list of what the situation is, how you handled it, and what was the outcome so that you can be better prepared the next time you are faced with similar situations.

8.4 Fear of Flying LESSON OVERVIEW

Lesson Learning Objectives Upon completion of this lesson you should be able to: •

List symptoms associated with fear of flying.

•

List the factors linked with fear of flying.

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Not everyone has a fear of flying. In fact, most people see flying as just another means of transportation, like taking the train or driving a car to get from one place to another. However, since individuals are diverse and unique, there are some that have serious fears when it comes to flying. Travelling by airplanes can certainly be a terrifying experience for some passengers who are unable to cope with their anxiety. Some people are afraid without ever having flown in an aircraft; however, others have developed fear of flying as a result of a traumatic event. Learning how to cope with fear of flying is of great importance to your profession as cabin crew. As cabin crew you will often encounter passengers that are fearful of flying. In these circumstances you should try to give them comfort and assure them that flying can actually be a pleasant experience. By familiarizing yourself with the

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factors that contribute to the fear of flying, you will be better equipped to comfort the passengers. In this lesson you will learn about the symptoms of fear of flying as well as some possible solutions.

Fear of Flying As cabin crew you will be prepared and the reasons are two-fold: Firstly, you will be able to help comfort passengers on board who may suffer from a fear of flying. Secondly, you will learn ways to help cope with your own fears about flying. This lesson explains the fear of flying and how to cope with it. Understanding the fear of flying is essential in being able to help someone who exhibits this fear. Recent world events and terrorism have increased the fear of flying, even though statistically, it is safer than ground travel. In fact, flying is considered to be one of the safest forms of transportation - traveling by air is 29 times safer than driving an automobile. The fear of flying is a type of anxiety disorder. Like an anxiety, the “fear” is of what might happen, rather than of what is likely to occur. The fear is based more on awareness that life is fragile and we don’t have control over it. Since human beings were not designed to fly like birds we are faced with human vulnerability when we get on an airplane. There are three basic causes of fear of flying:

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1. Lack of information about basic aviation procedures 2. Psychological trauma resulting from an aircraft accident or incident 3. Symbolic transferring of an unrelated interpersonal conflict to the experience of flying 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: Factor 1: Fear of Heights 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. Factor 2: Claustrophobia (fear of closed-in spaces) The airplane represents a closed space where passengers cannot open a window or walk outside for fresh air. People that are claustrophobic will usually have a stronger fear from flying due to the feeling of being surrounded by solid walls from all sides. This feeling of not being able to escape causes a great deal of anxiety for some, especially during lengthy periods of travel in the air. Factor 3: Loss of Control 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 4: Flying Conditions Flying conditions, such as turbulence, increase fear of flying. External forces, such as turbulence, can have a strong impact on the movement of the airplane and this noticeable movement of the airplane can greatly increase the uneasiness of the passenger. Factor 5: Terrorism Terrorism, which has become a permanent threat to the aviation industry, has increased passengers’ fear of flying. Some passengers

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are fearful that this threat might reoccur on their flight. This fear becomes disabling and can cause symptoms that are uncomfortable when flying. The fear of flying, as with many other phobias and anxiety disorders are accompanied by certain physical symptoms. These symptoms are directly related to the state of anxiety and are not necessarily due to a medical or physiological illness. In recognizing the following physical and psychological symptoms, you will be able to help your passengers through their fear: y Muscle tension and tremors y Heavy breathing and dizziness y Heart palpitations, chest pain y Abdominal discomfort y Sweating y Flushed or Pale Face y Dry Mouth y Impaired memory and poor judgment y Narrowed perception Research shows that there are certain strategies that help cope with the fear of flying. These strategies are associated with behaviours and thoughts that accompany the fear. You can either use these strategies for yourself or suggest them to someone who is afraid of flying. For example, Think about things other than the unpleasant situation and talk yourself through the bad feelings: Say to your self, “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.”

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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.” These tips are based on “A Guide to Psychology and Its Practice” http://www.guidetopsychology.com/fearfly.htm Remember, the solution lies in identifying where your fear or anxiety is and addressing that. Go see: For more information on dealing with a fear of flying, including symptoms and treatment strategies, you can check out this website: http://www.guidetopsychology.com/fearfly.htm Cabin crew should also be aware that they may encounter a critical incident at any time in their career which could manifest symptoms of fear of flying or Critical Incident Stress. Critical incidents could be emergency landings, death of a passenger on board, turbulence, aborted take off or landing and severe injury. Experiencing trauma causes a shock to your system. Physical or emotional symptoms may not appear until days or weeks after the incident. It is important to recognize the symptoms associated with trauma, critical incidents or fear of flying in yourself and others so you can offer or seek assistance and support.

Progress Check 1. Airline travel is ____ times safer than driving an automobile. … 17

… 24

… 29

… 54

2. List three of the five factors linked with fear of flying. 3. What are three symptoms related to the fear of flying?

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Answer Key 1. 29 2. y Fear of heights y Loss of control y Flying conditions y Terrorism y Claustrophobia 3. y Muscle tension and tremors y Heavy breathing and dizziness y Heart palpitations, chest pain y Abdominal discomfort y Sweating y Flushed or Pale Face y Dry Mouth y Impaired memory and poor judgment y Narrowed perception

Lesson Summary As a result, you can recognise when a passenger exhibits a fear of flying and respond in a way that will help ease his or her fears. There are many causes of fear of flying, mainly psychological trauma, lack of information and symbolic transference. Various fears such as fear of heights, closed spaces, loss of control, weather conditions and terrorism can also greatly contribute to an individual feeling unsettled about getting on an airplane. There are many physical symptoms that a passenger may exhibit that can demonstrate a fear of flying. As a member of the cabin crew you will, at one time or another, encounter passengers that are afraid of flying. This knowledge will help you recognize when a passenger is excessively afraid of flying and hopefully will be able to offer them assistance and words of comfort.

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8.5 Passengers with Special Needs LESSON OVERVIEW

Lesson Learning Objectives Upon completion of this lesson you should be able to: •

Identify ways to recognise and anticipate needs of special passengers to make their flight pleasant, comfortable, and safe.

•

List the do’s and don’ts of what to say to special needs passengers without being condescending or offensive.

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 minors/children, passengers with mobility, speech, and hearing disabilities, pregnant women, and passengers with infants and children. It is your responsibility as cabin crew to make sure that the special needs of these passengers are met so that they have a comfortable and pleasant journey. You will also need to take certain steps to ensure that they are safe and prepared in the event of an emergency. This lesson provides you with information to help you recognize and anticipate the special needs of passengers. You will also learn about the dos and don’ts of what to say and do for passengers with special needs.

Before closing the doors of the aircraft and commencing taxi, the cabin crew is responsible for providing specific information that applies to passengers with special needs. These special briefings are crucial to provide passengers with special needs, the information that is crucial in case of emergency and gives them an opportunity to ask questions. If the need arises, appropriate assistance can be given so that these passengers are comfortable. For example pregnant women and passengers with infants and children require information on proper restraint and seatbelt positioning.

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If an advanced copy of a Passenger Information List (PIL) has been made available in advance, the senior cabin crew may review and identify that information during the crew briefing. Once you have identified which passengers require special attention you may be assigned to give each of them an individual briefing prior to take off. Individual briefings for passengers with special needs should include: y Safety and emergency procedures y Special instructions that would apply only to them y Cabin layout (nearest exit and nearest lavatory) y Special equipment – passenger service unit, seat and seatbelt operation, call button It is important to keep in mind that many of the passengers, who fall into the category of special travelers, are very capable, travel often and may require little if any assistance. Others may be first time fliers or very unfamiliar with the environment and stresses of traveling. Follow these three simple steps to manage your passenger interaction with passengers with special needs: 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. Guidelines for handling unaccompanied minors (UM) Unaccompanied minor refers to a child traveling alone without parent or guardian, between the ages of 5 and 12. The airline is responsible for the safe arrival of the child to the next carrier or to the destination as arranged by the parent or guardian. Documentation is provided along with the child’s ID and ticket that is given to the senior cabin crew. Airlines will also often provide specialized easy identification tags that are to be worn by the UM. Every airline has detailed procedures on document completion, responsibilities and the procedures on arrival.

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ABC AIRLINES FULL NAME OF MINOR

AGE Given Name(s)

Nickname

SEX

LANGUAGES SPOKEN

Family or Surname

PERMANENT ADDRESS AND TELEPHONE No. OF MINOR FLIGHT DETAILS FLIGHT NO. FLIGHT NO. FLIGHT NO.

DATE DATE DATE

FROM FROM FROM

TO TO TO

PERSON SEEING OFF ON DEPARTURE — Name, Address and Telephone No.

PERSON MEETING AND SEEING OFF AT STOPOVER POINT — Name, Address and Telephone No.

PERSON MEETING ON ARRIVAL — Name, Address and Telephone No. SIGNATURE FOR RELEASE OF MINOR FROM AIRLINES’ CUSTODY

1.

2.

3. 4.

DECLARATION OF PARENT GUARDIAN I confirm that I have arranged for the above mentioned minor to be accompanied to the airport on departure and to be met at stopover point and on arrival by the persons named. These persons will remain at the airport until the flight has departed and/ or be available at the airport at the scheduled time of arrival of the flight. Should the minor not be met at stopover point or destination, I authorize the carrier(s) to take whatever action they consider necessary to ensure the minor’s safe custody including return of minor to the airport of original departure, and I agree to idemnify and reimburse the carrier(s) for the costs and expenses incurred by them in taking such action. I certify that the minor is in possession of all travel documents (passport, visa, health certificate, etc.) required by applicable laws. I the undersigned parent or guardian of the above mentioned minor agree to and minor named above and certify that the information provided is accurate. Name, Address and Telephone No.

SIGNATURE Date

AIRLINE STAFF IN CHARGE OF MINOR WHILST IN THEIR CUSTODY ESCORT AT THE DEPARTURE AIRPORT Name Department/Airline code

ESCORT AT TRANSFER POINT No. 1 Name Department/Airline code

ESCORT IN FLIGHT Name From/To Department/Airline code

ESCORT IN FLIGHT Name From/To Department/Airline code

ESCORT AT ARRIVAL AIRPORT Name Department/Airline code

ESCORT AT TRANSFER POINT No. 2 Name Department/Airline code

SPECIAL INSTRUCTIONS, IF ANY (to be completed by issuing office)

ESCORT IN FLIGHT Name From/To Department/Airline code

*

*

ESCORT AT STOPOVER POINT TO PERSON MEETING* Name Department/Airline code ESCORT AT STOPOVER POINT ON DEPARTURE* Name Department/Airline code *Remove from set if not applicable

Distribution

This is a sample of the form that an unaccompanied minor will have upon boarding a flight. Here is a list of common procedures to be used for UMs: y UMs are seated where they can be easily seen by the cabin crew during the entire flight. y UMs must never be allowed to deplane or go into the airport unaccompanied. 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.

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Guidelines to keep in mind for good customer service to UMs: 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 Parents/guardians have often taken special care to provide travel items to keep them busy and comfortable. Make sure they have access to those items and that they are not stowed away. y Make sure they understand they are not to leave the aircraft without being escorted. y If airline procedures allow, a visit to the flight deck and/or introduction to the flight crew is a good icebreaker for a child traveling alone – some children are quite seasoned travelers and will ask anyway.

Guidelines for providing customer service to passengers with disabilities: y Have a warm and welcoming approach and introduce yourself. y A smile with a spoken greeting is always appropriate. y A person with a disability is a person like you – with feelings. Treat them as you want to be treated.

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y Ask them if they want assistance and how you can best assist them. Passengers with disabilities have unique skills that allow them to move about and take care of themselves quite well even in an environment that is challenging – they are the best judge of what they need. y Ask questions and listen. y Avoid asking questions about their disability, if you must, be sensitive and respectful. y Look at the passenger and address them directly, not the person who is escorting them. y Don’t make decisions for them or make assumptions about them. y Use “people first” language – refer to the individual first then the disability. y Don’t portray people with disabilities as brave, special or superhuman. It implies that it is unusual for people with disabilities to have talents. y Don’t use “normal” to describe people who don’t have disabilities. Instead say “people without disabilities” or “typical”. y Relax – if you forget a courtesy offer an apology and show willingness to respectful. y Do not push, lean on or hold onto a person’s wheelchair unless the person asks you to, this is part of their personal space. y Try to put yourself at eye level when talking with someone in a wheelchair, sit or kneel in front of the person. Etiquette for individuals with hearing impairments: y Face the customer. y Identify yourself with your name and your job. y Speak normally. y Speak to the person with the hearing impairment and not the interpreter if one is present. y Avoid shouting. y Offer pencil and paper if needed. y Offer to personally inform them of announcements made during flight.

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y If the customer does not understand, rephrase information using different words as certain words or letters may be hard to decipher. Etiquette for individuals with visual impairments: y Identify yourself with your name and your job. y Introduce others who may be around you. y Use their name if you know it or ask for it in your introduction. y

Use a normal tone of voice.

y Tell them when you are leaving so they do not continue talking. y Ask if they need guided assistance and stay one step ahead if you guide them. y Allow them to take your arm/elbow when guiding them. y Provide them with Braille Cards and Large Print Safety Cards (airlines have these on board for the safety briefing). y When serving a meal, describe the contents of the tray and plate going clockwise, use this same technique for describing the location of other objects as well. Etiquette for individuals with intellectual or psychological impairments: y Be warm and genuine. y Introduce yourself. y Be considerate of the extra time it may take for them to respond or ask questions. y Stay focused on them as they respond to you. y Be patient. y Give support and be reassuring if they are nervous or anxious. Airlines strive to provide service to any passenger traveling with a disability or special condition, however, there are certain services the airlines are not required to provide, such as: y Assistance with actual eating (however, assistance with opening packages, identifying items or cutting food is offered). y Assistance with elimination functions at their seat or assistance in the lavatory. (Cabin crew provide assistance in getting to and from the lavatory with an on board wheelchair).

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y Individuals that are traveling with these challenges are usually with an escort who assists with these functions and their medical needs. y In situations where an individual has a severe condition or medical illness that could impact their safety or the safety of others on the flight, they may require medical clearance before being allowed to fly. y Your airline’s training will provide specifics about contract of carriage and which situations if any the airline may choose not to allow someone to travel. 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 2. What are the topics covered in an individual briefing prior to departure? 3. As part of your profession, you will be encountering individuals with limited abilities. Describe how you would go about providing service to each of the following: a. Individuals with mobility impairments b. Individuals with hearing impairments c. Individuals with visual impairments

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Answer Key 1. True 2. Safety and emergency procedures, Special instructions that would apply only to them, cabin layout, special equipment – passenger service unit, seat and seatbelt operation, call button. 3. a) Have a warm and welcoming approach, introduce yourself, smile and greet the customer, Ask questions about how you can best assist. Give personal safety briefing. b) Face the customer. Speak normally, identify yourself with your name and your job, and ask how you can best assist them. Give personal safety briefing. c) Identify yourself with your name and your job. When serving a meal, describe the contents of the tray and plate going clockwise, use this same technique for describing the location of other objects as well. Provide them with braille cards and large print safety cards, (airlines have these on board for the safety briefing); give them a personal safety briefing.

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Lesson Summary When providing service to passengers with special needs it is important to be sensitive and patient. The information provided in this lesson will help you to be aware of the care that is required with these types of interactions.

MODULE SUMMARY This module provided you with strategies for managing passenger interactions efficiently during special and difficult circumstances. You are now able to recognize the “fight or flight” reactions of passengers and can explain several strategies to respond to passengers in these reaction modes. You can also list the ways in which you can help passengers with special needs feel they are being cared for before and during a flight using the proper etiquette depending on the 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.

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9.0 Safety and Emergency Procedures MODULE OVERVIEW

Module Learning Objectives At the end of this Module you should be able to: •

Identify the emergency and safety procedures in case of an in-flight emergency and explain the steps of each procedure.

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. Thirty years ago fatal accidents on commercial jetliners occurred approximately 1 in every 140 million miles flown. Today that statistic is 1.4 billion miles flown for every fatal accident. Over time flying has become even safer as government regulators, manufacturers and airlines all work together to make better aircraft, improve safety regulations and oversight, and provide top notch training for all flight crew, cabin crew and all airline personnel involved in the safe operation of a flight. (www.boeing.com/commercial/safety/howsafe.html) In spite of the fact that aviation accidents are so rare, it is the responsibility of the cabin crew to be prepared for emergencies at all times. Rapid response in the event of an emergency can be the difference between life and death. As a result, the cabin crew receives extensive training in evacuation procedures and in how to respond to emergencies such as on-board fires, emergency landings, various levels of turbulence, and decompression. 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. Turbulence is one of the major causes of injuries during flights, in particular when passengers are not wearing seat belts. You will be able to identify the various levels of turbulence and the appropriate responses to each one. You will also be able to identify the various types of decompression and its consequences on the aircraft and those on board as well as the proper procedures in the event of either rapid or slow decompression.

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9.1 Accidents and Survivability LESSON OVERVIEW

Lesson Learning Objectives Upon completion of this lesson you should be able to: •

Identify those routine tasks that will allow the cabin crew to be ready and respond quickly in the event of an accident or emergency landing.

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 killed during an aircraft or flight related incident. (http://www.planecrashinfo.com/rates.htm) Completing routine safety procedures are key to being prepared for an emergency. The key to survival is readiness so that your response rate is quick and effective. These routine duties that you accomplish before and during every flight prepare you as well as the entire crew and passengers to survive in an emergency.

9.1.1 Routine Preparation 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. Routine cabin crew duties and responsibilities contribute to safe operation and preparation for responding in an emergency through a system of procedures and communication that prepare the crew for an emergency. These procedures involve safety checks, reviews and cabin preparation that puts the cabin crew and their surroundings in the best possible situation for reacting to an emergency. In addition, these duties and responsibilities aid

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passengers in providing an aircraft and cabin environment that is safe through safety briefings, instruction, and attention during the flight by the cabin crew. These include: y Pre Flight Safety Briefing with the captain and crew y Pre Take-Off and Pre Landing Preparations y Passenger Checks y Passenger Safety Briefings y Use of Seat Belts y Regular Cabin, Lavatory and Galley Checks y Emergency Procedures and Silent Review 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. This is particularly important since most accidents occur during take off and landing. At this time you should mentally prepare yourself to respond quickly. During every take-off and landing Cabin crew should conduct a “Silent Review”. The silent review consists of a mental review of evacuation and emergency exit procedures and being aware of any unusual sights or sounds that might indicate a problem. A few general topics that should be included in a “Silent Review” are: y What type of aircraft am I on? y Is the take-off (or landing) over land or water? y What commands or signals would I expect to hear or see to indicate an emergency? y Am I properly secured in my seat? Am I in the Brace Position? y How do I open the exit? y Where is the manual inflation handle for the emergency slide located at my exit (to insure it inflates properly in the event of an emergency evacuation)?

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y What are my evacuation commands? y What equipment do I take with me if we have to evacuate? y Do I know where ABPs (Able Bodied Person) are sitting? (It is important to mentally identify ABP’s other than those sitting at exit rows so that in the event of an emergency you can quickly approach them, ask for assistance and give them the necessary instructions.) y Which passengers need special assistance? Where are they sitting?

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

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Pre Flight Safety Briefing with the captain and crew

y

Pre Take Off and Pre Landing Preparations

y

Passenger Checks

y

Passenger Safety Briefings

y

Use of Seat Belts

y

Regular Cabin, Lavatory and Galley Checks

y

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2. Routine cabin crew duties and responsibilities contribute to safe operation and preparation for responding in an emergency through a system of procedures and communication that prepare the crew for an emergency. These procedures involve safety checks, reviews and cabin preparation that puts the cabin crew and their surroundings in the best possible situation for reacting to an emergency. In addition, these duties and responsibilities aid passengers in providing an aircraft and cabin environment that is safe through safety briefings, instruction and attention during the flight by the cabin crew. 3. b 4. Silent review is important since most accidents occur during take off and landing. It helps you prepare mentally respond quickly so that you can respond to an emergency. You should do it during every take off and landing and consists of a mental review of evacuation and emergency exit procedures and being aware of any unusual sights or sounds that might indicate a problem.

Lesson Summary The key to surviving accidents involves more than luck. In fact, in most cases it is due to the quick thinking and skill of highly trained cabin crew. Your ability to think fast and lead everyone on board an aircraft to safety after an emergency landing or another dangerous situation is your best tool for survival.

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9.2 Evacuation and Emergency Procedure LESSON OVERVIEW

Lesson Learning Objectives Upon completion of this lesson you should be able to: •

List the types of emergency landings.

•

Explain ditching and how the cabin crew prepares for an emergency landing in the water.

This lesson will enable you to identify the various types of emergency landings, whether they are on land or on water. By having an understanding of these potential situations you will be better prepared to handle such a situation, which creates a safer environment for the passengers. This lesson will also examine some general procedures for emergency landings, which when followed lowers the chances of injury for the passengers and crew. This lesson will discuss ditching and water survival, ditching and preparation as well as elements for surviving a water landing.

9.2.1 Unplanned or Planned Evacuations There are two major situations when it is necessary to carry out an evacuation - Unplanned/Unprepared or a Planned/ Prepared Evacuation. Cabin crew training provides you with specific procedures in dealing with either situation. Unprepared or Unplanned Emergency – involves an incident or emergency that develops without warning during the taxi, takeoff or landing phase of a flight. In this situation the cabin crew has no time to coordinate action with the captain. In fact, the cabin crew simply hears an announcement from the captain to “brace for impact” or in extreme situations may not even receive notification prior to impact. This is why it is so important that the cabin crew is seated in their jump seats in the brace position during these critical phases of flight. According to the Boeing Statistical Summary of Accidents and Fatalities on Commercial Jets from 1995 through 2004, 20% of

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accidents occur during take off and initial climb of a flight, 51% occur during the final approach and landing. (http://www.boeing.com/news/techissues/pdf/statsum.pdf) Even with little or no information about what has happened, during basic cabin crew training you will be trained to react with commands and to take quick action to open available exits and conduct an evacuation. Prepared or Planned Emergency – involves an emergency situation where time and prior information allows preparations to be carried out while airborne. This is often the case in situations where it is known in advance that an evacuation is necessary immediately after landing. In this type of emergency, the captain will provide as much information as possible and give directions to the cabin crew to prepare. It is absolutely necessary that everyone follows the captain’s instructions at all times, especially during an emergency. The information that the captain provides includes: y The time available to prepare before an emergency landing y The nature or cause of the emergency and the type of landing expected y The signal that will be used to let the cabin crew know that the plan is going to land. Any other special instructions that might impact the preparation or evacuation. Precautionary Emergency Landings - a normal landing is expected and the captain does not expect that there will be a need to evacuate, however, the circumstances require that the captain be particularly cautious and the crew prepares in case an emergency ensues. An example of this situation might be if the flight crew receives a landing gear error message or indicator in the cockpit. However they have been able to verify the landing gear is extended and will proceed with landing. Nevertheless, as a precaution the captain will have emergency vehicles in place at the airport, on standby, and the cabin crew prepares for a potential landing gear problem on landing.

9.2.2 Emergency Landings There are two types of landings that can be anticipated in an emergency and each requires a different approach for evacuation. y Land Evacuation – where the emergency landing takes place on land y Water Evacuation (Ditching) – where the emergency landing takes place on water.

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In some situations you may need to be able to react to both – some airports are close to bodies of water and while the captain anticipates landing at the airport, loss of aircraft control or power could result in an impact in the water. How to Prepare for Emergency Landings 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: 1. Cabin crew preparation - cabin crew is briefed by the senior crew and as such they will: y Review roles and responsibilities of exits and emergency equipment y Verify the exit is armed and review operation of the exits in an emergency y Assume proper brace position at the signal 2. Passenger preparation – during this time announcements will be made to inform passengers of what is happening and how to prepare themselves for the emergency landing and potential evacuation. They will be shown how to brace for impact at the correct signal and what to do after the aircraft stops. If water landing (ditching) is expected, passengers will be instructed to put on life vests and directed to inflate them as they leave the aircraft. (This procedure is always covered in the initial Passenger Safety Briefing prior to take-off). 3. Cabin Preparation – This type of emergency landing time allows for the cabin crew to: y Secure galleys y Check and lock lavatories y Check and verify emergency equipment that will be needed

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y Secure passenger carry-on luggage y Conduct final cabin checks y Relocate special needs passengers closer to exits y Assign assistance from ABPs (Able Bodied Passengers) as needed y Relocate ABPs who can assist in the evacuation to the emergency exits y Instruct ABPs on conducting evacuation in the event the cabin crew is unable to

Progress Check 1. Preparation for emergency landing includes: a) Cabin crew preparation b) Cabin preparation c) Emergency Food preparation d) Passenger preparation e) All of the above 2. List major differences between planned and unplanned emergencies. 3. List and describe the types of emergency evacuations.

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Answer Key 1. a, b, and d 2. Planned emergency landing - an emergency situation where time and prior information allows preparations to be carried out while airborne in the event that an evacuation becomes necessary after landing. Unplanned emergency landing - involves an incident or emergency that develops without warning during the taxi, takeoff or landing phase of a flight. In this situation the cabin crew has no time to coordinate action with the captain and the cabin crew may not even receive a notification prior to impact. 3. Land Evacuation – when the emergency landing takes place on land. Water Evacuation – when the emergency landing takes place on water.

Lesson Summary After completing this lesson you can now list the types of emergency landings. You can also explain ditching and how the cabin crew prepares for an emergency landing in the water. Emergency landings can either be planned (prepared) or unplanned (unprepared). You now understand the implication of each type of landing and how to prepare for both. This lesson also explained the general procedures for emergency landings, which are critical in order to reduce the chances of injury for the passengers and crew. Following procedures will increase survivability in the event of an emergency landing. In the next lesson we will introduce the topic of turbulence and explain how it affects the aircraft during flight.

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9.3 Turbulence LESSON OVERVIEW

Lesson Learning Objectives Upon completion of this lesson you should be able to: •

•

Identify the types of turbulence and the corresponding appropriate response by cabin crew. Identify the correct procedures for each type of turbulence in order to ensure the safety of the crew and passengers.

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 turbulence and its various types and level of intensity. It also gives an overview of how turbulence affects flights and the appropriate response by cabin crew in order to make flights affected by turbulence safe for the passengers and crew.

9.3.1 Air Turbulence Air turbulence is the primary reason that the seat belt sign remains on during most of a flight. Air turbulence is a disturbance or movement of the air that is often felt by the passengers and crew of aircraft but cannot always be seen or predicted. Turbulence can occur from the take-off phase of flight through the approach and landing, it does not just happen during the cruise portion of flight. Turbulence is most often associated with bad weather conditions and most often thunderstorms but there are other factors that influence turbulence such as: y Heating of the earth’s surfaces. This heating causes hot air to rise and in higher altitudes this hot air rises and then sinks as it begins to cool causing ripples in the air that are felt as turbulence. y Strong winds over mountain ranges will create mountain waves; these upward and downward air currents can be strong and cause turbulence. Flying at high altitudes over mountain ranges minimizes the ripples or waves being felt in flight. y Low-level turbulence during take off or landing can be felt by surface winds close to the ground. y Wake turbulence is caused by airflows mixing over and under an aircraft’s wings. Large aircraft cause the greatest amount of wake turbulence because of the sight of their wings and this can impact smaller aircraft. Air traffic control ensures that aircraft are spaced appropriately to avoid this type of turbulence. y Clear air turbulence is associated with unstable air surrounded by stable air. As warm air rises in this area it creates a swirling effect, which is felt as a sudden jolt by the aircraft. It is undetectable by radar so it occurs without much warning to the flight and cabin crews. Jet Stream is a tunnel of air with fast

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wind speeds caused by the mixing of polar and subtropical air. No cloud formations are present with the jet stream, so clear air turbulence is always present. Turbulence in the jet stream can be just as severe as turbulence associated with thunderstorms, although these jet streams can also be beneficial in providing strong tail winds to reduce flight times. y Thunderstorms and weather fronts can also cause a situation called wind shear. Wind shear is any rapid change in wind direction or velocity causing airspeed changes, which affects the amount of lift keeping the aircraft in the air. If the airplane is slowed down, like on take off or landing, the effect of wind shear can be very dangerous. Wind shear is associated with thunderstorms and weather fronts that can force an airplane to the ground. http://www.math.unl.edu/~jfisher/NSF_96/windshear.html There are different intensities of air turbulence, and therefore it is divided into various categories. Categories of Turbulence y Light Turbulence - This type of turbulence is a common occurrence, where slight, rapid and rhythmic bumpiness occurs. An example of what is meant by “light” is that usually unsecured objects remain stable. For example, coffee in a cup would shake slightly but not splash out. In addition, one might have slight difficulty walking in the plane during this type of turbulence. y Moderate Turbulence – This type of turbulence is a common occurrence as well, as it is similar to light turbulence, though it has a greater intensity. Moderate turbulence can be described as having slight, momentary changes in altitude, attitude and airspeed while the aircraft remains in positive control. However, it is common that unsecured objects move about, walking remains difficult, and liquids can spill out of cups. During moderate turbulence, passengers can also feel a strain against their seat belts. y Severe Turbulence - This type of turbulence involves large and abrupt changes in altitude, which can cause the airplane to be out of control momentarily. Passengers may be violently forced against seat belts. Walking is impossible during this type of turbulence as it might be dangerous for the cabin crew or the passengers on board.

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y Extreme Turbulence – This type of turbulence forces the airplane to be tossed violently and it is virtually impossible to control. This type of turbulence may cause structural damage. y Clear-Air Turbulence – or CAT is air turbulence that is not readily visible. Clear-air turbulence can occur at extremely high altitudes, where clouds are rarely present. Clear-air turbulence also occurs over mountain ranges. CAT is categorized in the same levels as mentioned above. Therefore, it is possible to have light, moderate, severe and extreme types of CAT turbulence. Note: Turbulence, except in the most severe cases, does not cause damage to an aircraft, however, even light turbulence can affect occupants in the aircraft who are not wearing a seatbelt. Passengers who are not wearing a seat belt during turbulence can be knocked around and thus be injured. Because of the unpredictability of turbulence, it is recommended passengers have their seat belts fastened at all times even while seated.

9.3.3 Turbulence Related Incidents The following are events where at least one passenger or cabin crew was injured during an unexpected turbulence encounter. y During a flight from Singapore to Sydney with 236 passengers and 16 crew, the airplane encountered turbulence over central Australia. The plane hit an “air pocket" which caused it to drop 91 meters. Nine passengers including one pregnant woman and three cabin crew suffered various neck, back and hip injuries, with one of the passengers requiring surgery. It is important to emphasize that those who were injured were not wearing seatbelts. y During a flight from Japan to Brisbane, 16 passengers were injured when a large aircraft encountered turbulence. Passengers had been advised to keep their seatbelts fastened while seated. The pilot in command reported that flight conditions were smooth prior to encountering the turbulence. The weather radar did not indicate adverse weather, so the crew did not turn on the seatbelt signs. A number of the passengers who were not wearing their seatbelts were injured when they were thrown from their seats. y A jet hit air turbulence shortly before it landed at a Hong Kong airport, injuring 47 people, seven of them seriously. “It happened very suddenly and everything was very chaotic," one of the 160 passengers aboard the flight said. "The plane just dropped and I saw things flying all over."

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9.3.4 Injury Prevention Seatbelts In-flight turbulence is the leading causes of injuries to passengers and crew. Occupants injured during turbulence are usually not wearing seatbelts. This often occurs because passengers ignore recommendations to keep seatbelts fastened even when the signs are not illuminated. It is recognized that passengers need to move around the cabin to use restroom facilities or to exercise on long flights. However, it is the responsibility of the cabin crew to ensure that all the passengers keep their seatbelts fastened at all times when seated and especially when the captain illuminates the seatbelt sign. From 1981 through 1997, there were 342 reports of turbulence affecting major air carriers. Three passengers died, two of these fatalities were not wearing their seat belt while the sign was on, 80 suffered serious injuries; 73 of these passengers were also not wearing their seat belts. http://www.casa.gov.au/airsafe/trip/turbulen.htm (reference for statistics above.) Instructions to Remain Seated

Did you know? In-flight turbulence is the leading cause of injuries to passengers and crew. Occupants injured during turbulence are usually not wearing seatbelts.

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It is imperative to follow the directions and instructions of the captain at all times. If the captain instructs the passengers to be seated immediately, it is important that the cabin crew ensures that they follow instructions. In some cases where there is severe turbulence without warning, the captain will announce over the Public Address (PA) system that everyone should be seated, including the cabin crew. In that situation, you would take the nearest seat. You might have to take an empty passenger seat, or sit on the floor and ask someone to hold you in case a seat is not available. It is important not to attempt to get to your jump seat. In severe or extreme turbulence you would not be able to move about safely and you could be thrown within the cabin.

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9.3.5 Response to Turbulence Type of Turbulence Light Turbulence/Moderate Turbulence

Severe or Extreme Turbulence

Response The captain makes an announcement and turns on the fasten seatbelt sign. Or Cabin crew will make an announcement in response to the fasten seat belt sign, to make sure everyone is aware that the seatbelt sign has been illuminated and that passengers return to their seats. Flight crew should notify cabin crew of the degree of turbulence expected and announce the discontinuation of service. Make announcements to passengers requiring seatbelts and ensure that they immediately return to their seats.

What to do… Check that overhead compartments are closed and baggage appropriately stowed. Check to make sure that lavatories are unoccupied. Check if the captain has permitted the continuation of beverage service, although he or she may have restricted serving hot beverages. Return trolleys and stow galley and service equipment. Cabin crew should be seated with their seatbelt/harness fastened and remain seated until further advised by the captain. During unexpected turbulence and or sever turbulence the cabin crew may not have enough warning to stow equipment and may be required to seat immediately.

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Progress Check 1. List some of the precautionary measures taken by cabin crew in response to light or moderate turbulence. 2. In moderate turbulence, the airplane is tossed violently about, virtually impossible to control and may cause structural damage. TRUE or FALSE 3. Light turbulence is a common occurrence, slight, rapid and rhythmic bumpiness occurs. Unsecured objects remain stable. TRUE or FALSE 4. Given the categories of turbulence, match with its corresponding definition.

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A) Light Turbulence

1. This type of turbulence involves large and abrupt changes in altitude, which can cause the airplane to be out of control momentarily. Passengers may be violently forced against seat belts. Walking is impossible during this type of turbulence as it might be dangerous for the cabin crew or the passengers on board.

B) Moderate Turbulence

2. This type of turbulence forces the airplane to be tossed violently and it is virtually impossible to control. This type of turbulence may cause structural damage.

C) Severe Turbulence

3. This type of turbulence is a common occurrence, where slight, rapid and rhythmic bumpiness occurs. An example of what is meant by “light” is that usually unsecured objects remain stable. For example, coffee in a cup would shake slightly but not splash out. In addition, one might have slight difficulty walking in the plane during this type of turbulence.

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D) Extreme Turbulence

4. This turbulence is not readily visible. It can occur at extremely high altitudes, where clouds are rarely present. It also occurs over mountain ranges. It is possible to have light, moderate, severe and extreme types of this type of turbulence.

E) Clear Air Turbulence (CAT)

5. This type of turbulence is a common occurrence as well, as it is similar to light turbulence, though it has a greater intensity. Moderate turbulence can be described as having slight, momentary changes in altitude, attitude and airspeed while the aircraft remains in positive control. However, it is common that unsecured objects move about, walking remains difficult, and liquids can spill out of cups. During moderate turbulence, passengers can also feel a strain against their seat belts.

Answer Key 1. y Check that overhead compartments are closed and baggage appropriately stowed y Check to make sure that lavatories are unoccupied y Check if the captain has permitted the continuation of beverage service, although he or she may have restricted serving hot beverages 2. FALSE 3. TRUE 4. A) 3 B) 5 C) 1 D) 2 E) 4

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Lesson Summary While it is important to understand light, moderate, severe, extreme and CAT turbulence, it is also crucial to understand how to respond to them. This 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.

9.4 Emergency Equipment LESSON OVERVIEW

Lesson Learning Objectives Upon completion of this lesson you should be able to: •

List and describe the emergency and evacuation equipment found on aircraft.

•

Describe the procedures for using the emergency and evacuation equipment on land and on water.

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 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 will be able to explain the importance of following procedure when using emergency equipment on board an aircraft or when evacuating the aircraft. This information will enable you to be better prepared in the even of an emergency and to better ensure passenger safety.

9.4.1 Types of Emergency Equipment Regulations require that certain types of emergency equipment must 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

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according to specific country and government regulations, the size of the airplane and the types of routes the airplane flies (land, water, etc…)

Sample of emergency equipment checklist that is found on board an aircraft. 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

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9.4.2 Types of Evacuation Equipment and Use Aircraft Emergency Evacuation Devices, Doors and Emergency Exits, are equipped with devices to assist passengers and crew in exiting the aircraft in an emergency. These devices referred to as slides and slide/rafts. Each is designed to inflate either automatically or by a manual inflation handle. In a land evacuation, passengers and crew evacuate by sliding down the device and then move away from the aircraft for safety. However, in a water evacuation, the slide/raft becomes a flotation device, which the passengers and crew get into. Once the passengers board the raft it is then released from the aircraft. Additional emergency equipment that should be taken on board the emergency rafts include a megaphone, a flashlight, a life vest (worn by each individual), and an Emergency Location Transmitters: Megaphone – Each raft is equipped with a megaphone – used to communicate with passengers, rescuers or other crewmembers during an evacuation or irregular situation. Flashlight – Aircrafts are equipped with Emergency Flashlights at all Cabin Crew Duty Stations. They are used to provide additional illumination when evacuating at night or when evacuating a smoke filled cabin. As cabin crew, your airline may also require you to carry a personal flashlight, which can be used during your duties in nonemergency situations. Life vest – Used during a water evacuation. It is a water resistant nylon flotation device equipped to keep one’s head above water. Most airplanes will be accommodated with life vests under or near each passenger seat. Specially marked Crew Life Vests are at each Cabin Crew Duty Station along with extra passenger vests and infant life vests. Emergency Location Transmitters (ELT) is a device that transmits a radio signal that can be tracked and traced by satellites and rescue teams. The Cabin crew is trained to use a portable ELT that is for use in remote land accidents or evacuations in large bodies of water. The ELT will be taken off the aircraft and activated by a Crewmember to send a signal to search and rescue teams. This will let the search and rescue teams know the location of the accident and the survivors. Commercial airplanes are also equipped with radio beacons that are automatically activated on impact or in a crash. They are contained within the FDR (flight data recorder or black box).

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Flight Data Recorder (FDR) is a device used to record specific aircraft performance parameters. Some of those parameters include: time, pressure, altitude, airspeed, fuel flow, vertical acceleration and magnetic headings. Today’s FDRs can store up to 25 hours of flight data. These devices are reinforced to withstand impact, high temperatures from fire and water in an airplane accident. The data contained within them can aid investigators into accident causes and safety studies for aircraft performance improvements. This system is commonly referred to as the “black box.” These ICAO regulated "black box" devices are often used as an aid in investigating aircraft accidents, and these devices are typically one of the highest priorities for recovery after a crash, second only to bodies of victims. The device's shroud is usually painted bright orange and is generally located in the tail section of the aircraft. In addition, FDR’s are equipped with an underwater location beacon, in a ditching or accident where the airplane lands in the water, the beacon sends out a signal that is detectable by sonar and acoustical locating equipment. A separate device but often contained within the Flight Data Recorder is the cockpit voice recorder (CVR). There are microphones in the cockpit that are connected to the CVR that track the conversations of the flight crew. These microphones are also designed to track any ambient noise in the cockpit, such as switches being thrown or any knocks or thuds. Any sounds in the cockpit are picked up by these microphones and sent to the CVR, where the recordings are digitized and stored. Most magnetic-tape CVRs store the last 30 minutes of sound. They use a continuous loop of tape that completes a cycle every 30 minutes.

9.4.3 Firefighting Equipment Aircraft are equipped with components and materials that are fire retardant or resistant. In addition, aircraft cabins are equipped with fire fighting equipment for the cabin crew to use in the event of a fire. The amount and types of the equipment on board will vary but they will fit into these categories: Fire Extinguishers Halon Extinguisher – a liquefied gas agent that deprives the fire of oxygen. In general this type of extinguisher is recommended for fires involving flammable liquids and electrical fires. Water Fire Extinguisher – extinguisher that uses water to cool the fuel of the fire and removing the heat. It should only be used on fires

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of paper, material or ordinary combustibles that are not near or around flammable liquids or electricity. Smoke Hood/Portable Breathing Equipment – a self contained, portable personal breathing device that protects you from the effects of smoke, carbon dioxide, harmful gas and oxygen deficiency while fighting an in-flight fire. The hood is flexible and partly metallic and covers the head and self-fitting neck opening. It is designed to prevent gases and smoke from getting inside the hood and allows the cabin crew to get closer to a fire to fight it. Once it is activated it can provide cabin crew approximately 15 minutes of breathable air.

Fire/Crash Axe – this axe is used when access is needed to fight fires in difficult to reach areas. For instance, behind aircraft wall paneling or behind a lavatory door. Opening the door may be impossible because of the heat. It is important to note that opening the door will give the fire added oxygen, which fuels the fire and allows smoke in the cabin. By making a hole in the door with the axe you can aim the fire extinguisher directly through the hole and minimize the smoke in the cabin, while keeping the fire contained. Lavatory Smoke Detectors – aircraft lavatories are required to have smoke detectors to provide early warning to a lavatory fire and the presence of smoke. Automatic Lavatory Fire Extinguishers – aircraft Lavatories are also equipped with automatic fire extinguishers in the waste containers. These extinguishers are activated by heat.

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9.4.5 Emergency Equipment for Ditching Aircraft have special equipment for water landings (ditching). The types of equipment will vary from among different types of aircraft and not all will have this equipment – especially if they do not fly over water for extended periods of time. All aircraft will have some type of flotation device for passengers and crew to use in the event the aircraft lands in the water. Airplanes that fly long distances are equipped with slides that serve as rafts equipped with features and components to aid in survival at sea until rescue can occur. In a water landing, passengers evacuate and step into these slide/rafts and the raft is manually detached from the airplane. The emergency equipment for ditching includes: 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. Boarding Stations - position where handholds and stirrups are available to assist passengers into the raft from the water. Sea Anchor – deploys automatically or by someone in the raft. The anchor prevents drifting and spinning of the raft. 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. Survival kits contain items such as: Canopy – brightly colored water resistant fabric that completely covers the raft and protects occupants from exposure. The bright color also provides a spotting target for rescue teams. Bailing Bucket and Sponges – used to keep water out of the raft and to keep it dry. Life Raft and Survival Manual – Information on the equipment available to use and other survival techniques. First Aid Kit – Contents are similar to those found in the first aid kits on board the aircraft.

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Raft Repair Kit - Contents include patches and clamps which can be used to repair tears or punctures in the raft. Water Storage Containers – Containers, which allow for the collection of rainwater. Some survival kits may also contain small containers of water or tablets that can be added to sea water to make it potable (for drinking). Signaling Devices – such as mirrors, flares for day and night and a whistle. Flashlight and batteries – in addition to the ones found on the aircraft. Sea Dye Marker – chemical fluorescent dye that will dissolve in the water and stain the water surrounding the raft to aid in sighting and rescue. Additional information available at: http://en.wikipedia.org/wiki/Fire_extinguishers http://www.h3r.com/halon/faq.htm http://www.smokehoods.com/products/pbe_main.aspx http://en.wikipedia.org/wiki/Emergency_locator_transmitter

Progress Check 1. Aircraft emergency evacuation devices, doors and emergency exits, are equipped with ______ and ________ to assist passengers and crew in exiting the aircraft in an emergency. 2. List at least 5 items in the survival kits. 3. Match the types of fire fighting equipment and their use.

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A) Needed to fight fires in difficult to reach areas.

1. Halon Extinguishers

B) An automatic fire extinguishers in the waste containers. These extinguishers are activated by heat.

2. Water Fire Extinguisher

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C) An extinguisher that uses water to cool the fuel of the fire and removing the heat. It should only be used on fires of paper, material or ordinary combustibles that are not near or around flammable liquids or electricity.

3. Smoke Hood/Portable Breathing Equipment

D) Provide early warning to a lavatory fire and the presence of smoke.

4. Fire/Crash Axe

E) A liquefied gas agent that deprives the fire of oxygen. In general this type of extinguisher is recommended for fires involving flammable liquids and electrical fires.

5. Lavatory Smoke Detectors

F) A self contained, portable personal breathing device that protects you from the effects of smoke, carbon dioxide, harmful gas and oxygen deficiency while fighting an in-flight fire.

6. Automatic Lavatory Fire Extinguishers

4. Explain the different uses of evacuation devices during land and water evacuation.

Answer Key 1. slides, slides/rafts 2. y

Canopy

y

Bailing Bucket and Sponges

y

Life Raft and Survival Manual

y

First Aid Kit

y

Raft Repair Kit

y

Water Storage Containers

y

Signaling Devices

y

Flashlight and batteries

y

Sea Dye Marker

3. A) 4, B) 6, C) 2, D) 5, E) 1, F) 3 4. In a land evacuation, passengers and crew evacuate by sliding down the device and then move away from the aircraft for safety. In a water evacuation, the slide/raft becomes a flotation device, which the passengers and crew get into. Once the passengers board the raft it is then released from the aircraft.

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Lesson Summary This lesson focused on the various types of emergency equipment available on board and the procedures for using them. In addition, the lesson reviewed the procedure for evacuating an aircraft on land or on water. After completing this lesson you now have an understanding of the importance of following procedure when using emergency equipment on board an aircraft or when evacuating the plane. This information will enable you to be better prepared in the even of an emergency and better to ensure passenger safety.

9.5 Responding to Fires LESSON OVERVIEW

Lesson Learning Objectives Upon completion of this lesson you should be able to: •

Identify the elements that constitute fire.

•

Identify the three classification of fires.

•

Identify the procedure for responding to a fire on board.

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 immediately. You must be alert at all times to the possibility of fire 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 for the equipment to be effective it is important that you follow the proper procedures for extinguishing a fire. This lesson will examine the elements that constitute a fire, the classifications of fires and the procedure for responding to a fire on board.

Demonstration of how to use a fire extinguisher during Cabin Crew Training course – courtesy Kenya Airways).

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9.5.1 Classification of Fires There are three elements that are common to a fire. The elimination of any of the three elements will extinguish the fire. The classification of a fire is determined by what is fueling it. Fire needs three elements to burn: fuel, heat, and oxygen

Fire Classifications are determined by what is fueling the fire. There are three classes of fire that cabin crew are trained to respond to: Class A Fire: Common Combustibles, like paper, wood, fabric, and trash. Class B Fire: Flammable Liquids, Gasoline, Kerosene Class C Fire: Electrical - On an airplane this could be galley equipment, lighting or any area that has electrical equipment or wiring in the area. Dealing with a fire during a flight In the event of a fire on board, it is very important not to panic and follow procedure in order to stop the fire as soon as possible. A quick response is essential to prevent injury or even death! Basic Response to a fire in flight. 1. Locate the source of the fire and identify the class of fire. 2. Request back up assistance and obtain the appropriate fire extinguisher and equipment to fight the fire and coordinate immediate notification to the captain with another crewmember. 3. With the extinguisher, aim at the base of the flames and discharge the extinguisher in a sweeping motion.

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4. Once the fire is extinguished, continue to monitor for possible reignition. 5. Ensure Customer Safety – relocate if necessary and pass out damp cloths and instruct the passengers to cover their nose and mouth if breathing is difficult because of smoke. Remember NEVER to use oxygen near open flames. 6. Follow the captain’s instructions – if an emergency landing must take place direct passengers to get into the brace position and secure the cabin. Available Extinguishers on aircraft to fight a Fire

Did you know? In addition to a fire extinguisher you can also use other readily available material that could douse or smother flames, depending on the type of fire it is.

Class A (Common Combustibles): Water Extinguisher - which is using water to put out the flame, can be used to put the fire out. Other available non-flammable liquid such as juice, coffee or soda can be used as well. However, it is important never to use liquor to put out a fire because it could further fuel the fire Class B (Flammable Liquids): Halon Extinguisher- It is important to never use water on a class B fire as it will spread the flammable liquid and spread the fire. Class C (Electrical Fire): Halon Extinguisher- make sure to turn electrical power off in the vicinity of the fire and do not use water as it may conduct electricity and cause electrical shock.

Progress Check 1. Throwing water on a fire is the best response. TRUE or FALSE 2. Water Extinguishers are recommended for class A fires. TRUE or FALSE 3. How should you extinguish a fire if you do not have a fire extinguisher? 4. List and describe the steps for responding to in-flight fire emergencies. 5. List the three classes of fires and the extinguishers you should use for each.

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Answer Key 1. FALSE 2. TRUE 3. You should smother it with a cover, blanket, or sand, or other non-combustible items. Eliminate the oxygen from the fire as quickly as possible. 4. y Locate the source of the fire and identify the class of fire. y Request back up assistance and obtain appropriate fire extinguisher and equipment to fight the fire and coordinate immediate notification to the captain with another crewmember. y With the extinguisher, aim at the base of the flames and discharge the extinguisher in a sweeping motion. y Once the fire is extinguished, continue to monitor for possible re-ignition. y Ensure customer safety – relocate if necessary and pass out damp cloths and instruct the passengers to cover their nose and mouth if breathing is difficult because of smoke. Remember NEVER to use oxygen near open flames. y Follow the captain’s instructions – if an emergency landing must take place direct passengers to get into the brace position and secure the cabin. 5. Class A (Common Combustibles): Water Extinguisher, which is using water to put out the flame, can be used to put the fire out. Other available non-flammable liquid such as juice, coffee or soda can be used as well. However, it is important never to use liquor to put out a fire because it could further fuel the fire Class B (Flammable Liquids): Halon can be used. It is important to never use water on a class B fire as it will spread the flammable liquid and spread the fire. Class C: (Electrical Fire): Halon. Also, make sure to turn electrical power off in the vicinity of the fire and do not use water as it may conduct electricity and cause electrical shock.

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9.6 Decompression LESSON OVERVIEW

Lesson Learning Objectives Upon completion of this lesson you should be able to: •

Describe the dangers that occur in a decompression.

•

Explain the appropriate responses in such a situation.

•

Describe the two types of decompression – rapid/ explosive and slow.

The aircraft flies at an altitude that the human body cannot tolerate for more than a few seconds. This is because the air does not have enough breathable oxygen. This module gives an overview of cabin decompression, which can be very dangerous for the people onboard the aircraft. Cabin pressurisation is the maintenance of a cabin altitude lower than the actual flight altitude. Because of the vast difference in pressure the possibility of a loss of pressurisation exists – the uncontrolled loss of pressurisation is called decompression. Decompression is categorised into rapid/explosive and slow. Their identifiers describe their differences. As cabin crew you must be aware of their differences and how to react accordingly, in order to ensure the your safety and others on board.

9.6.1 What is Decompression? Decompression is defined as the inability of the airplane's pressurisation system to maintain its designed pressure differential. This can be caused by a major malfunction in the pressurisation system or structural damage to the airplane. Decompressions fall into three categories and are defined by how rapidly the actual loss of pressurisation occurs. The categories are: Slow Decompression: Gradual loss of cabin pressure, caused by a malfunction of the pressurisation system or a pressure leak in the aircraft structure. During normal flight operations cabin pressurisation is controlled. When the system has a major malfunction or if something causes

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structural damage to the aircraft in flight it is possible to have an explosive or rapid decompression. Explosive Decompression. Explosive decompression happens instantly because of an explosion or rupture in the fuselage. It is very dangerous because the change in cabin pressure happens faster than the lungs can decompress. Therefore, it is possible that lung damage may occur. Normally, the time required to release air from the lungs where no restrictions exist, such as masks, etc., is 0.2 seconds. Most authorities consider any decompression that occurs in less than 0.5 seconds as explosive and potentially dangerous. Rapid Decompression. Rapid decompression happens quickly but is a situation where the change in cabin pressure is slower and the lungs can decompress faster than the cabin. While still very serious, there is less likelihood of lung damage.

9.6.2 Basic Response Procedures in a Decompression As cabin crew your immediate response to decompression is to put on the nearest oxygen mask and secure yourself in the nearest seat or jump seat. Flight crew will make an abrupt emergency descent to a safe breathing altitude and where oxygen masks are no longer needed. As soon as cabin crew are aware of a decompression they must attend to their own oxygen needs first in order to later assist passengers and prepare for an emergency landing. Should decompression occur, immediately put on an oxygen mask, keep it on and remain seated until otherwise advised by the captain. Passengers will be putting on their masks at the same time (extra oxygen masks are located throughout the cabin, should they be an insufficient amount.). As soon as you are on oxygen your body will recover rapidly which is why it is important to put on the oxygen mask as quickly as possible. If you lack oxygen, you will not be able to help anyone else on board the aircraft, which is why it is so important for the cabin crew to put on their own oxygen masks before attempting to help anyone else. 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. Once the airplane reaches a breathable altitude, the captain may advise that it is safe for you to move about the cabin to assess the condition of the airplane and passengers. Your airline will instruct you on these post decompression procedures. Keep in mind, with an

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explosive decompression you may not have access to communication systems and the noise and conditions in the cabin may prevent or limit any crew communication or preparation before landing. This type of situation will most likely warrant an emergency landing. The severity of the decompression and the damage to the aircraft will dictate how much time you will have to prepare. In these situations, it is important to get as much information from the captain as possible and follow through accordingly. 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

9.7 Hypoxia and How to Recognise it LESSON OVERVIEW

Lesson Learning Objectives Upon completion of this lesson you should be able to: •

Recognise decompression in the cabin and the manifestations of hypoxia.

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 emergency oxygen. It is important for the cabin crew not only to understand what decompression is, but 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. This lesson will examine how to identify decompression and the effects of hypoxia on the crew and 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.

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Other symptoms may include: y An increased breathing rate, y Headache, fatigue, y Lightheaded or dizzy sensations, y Tingling or warm sensations, y Sweating, y Impaired judgment, y A general lack of feeling well, y Cyanosis or discoloration of nail beds, y Poor coordination.

9.7.2 Rapid/Explosive Decompression Characteristics that indicate a Rapid/Explosive Decompression: explosive noise or loud bang or rumble, flying dust debris and loose objects, a rapid drop in temperature, or immediate dense fog in the cabin (At this point oxygen masks should drop or be exposed above or near passenger seats). 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 Characteristics: Because this type of decompression occurs slowly there may be no noticeable signs in the cabin until the masks drop. Other indicators may be an audible hiss or whistling sound. If noticed, notify the captain immediately. 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.

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9.7.3 The Effect of Decompression on the Flight Crew: TUC or Time of Useful Consciousness Time of useful consciousness (TUC) is defined as the amount of time an individual is able to perform flying duties efficiently in an environment of inadequate oxygen supply. It is the period of time from the interruption of the oxygen supply or exposure to an oxygenpoor environment, to the time when useful function is lost. The individual is no longer capable of taking proper corrective and protective action. It is not the time to total unconsciousness. The TUC has also been called Effective Performance Time (EPT). There are many individual variations, and there will be variations in the same person. At higher altitudes, the TUC becomes very short. The danger of hypoxia at high altitude is evident, and the emphasis is on prevention rather than cure. Keep in mind that the cabin crew who have been working and are under physical demands may have less time before realising the impact of decompression. For example, if decompression occurred at a cruise altitude of 10,668 meters an average person may have 60 seconds or less before severe symptoms of hypoxia would set in and ability to respond or take protective action. A rapid decompression can reduce the TUC by up to 50 percent caused by the forced exhalation of the lungs during decompression and the extremely rapid rate of ascent. (http://en.wikipedia.org/wiki/Time_of_Useful_Consciousness) Furthermore, as the airplane pressurises and decompresses during normal controlled flight operations, some passengers will experience discomfort as trapped gasses within their bodies respond to the changing cabin pressure. The most common problems occur with gas trapped in the gastrointestinal tract, the middle ear and the paranasal sinuses. Note that in a pressurised aircraft, these effects are not due directly to climb and descent, but to changes in the pressure maintained inside the aircraft. (http://en.wikipedia.org/wiki/Cabin_pressurization) As well as the more acute health effects experienced during flight by some people, the cabin pressure altitude of 2400 meters typical in most airliners contributes to the fatigue experienced in long flights. The in-development Boeing 787 airliner will feature pressuration to the equivalent of 1830 meters, which Boeing claims will substantially increase passenger comfort. Additional information: http://en.wikipedia.org/wiki/Time_of_Useful_Consciousness http://en.wikipedia.org/wiki/Cabin_pressurization

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Progress Check 1. Explain what decompression is and what the cabin crew’s response should be. 2. What are the symptoms associated with hypoxia? Explain the consequences of it on people. 3. ___________________________ is the amount of time an individual is able to perform flying duties efficiently in an environment of inadequate oxygen supply. 4. Why is it important for the cabin crew to be familiar with decompression?

Answer Key 1. Decompression is defined as the inability of the airplane's pressurization system to maintain its designed pressure differential. This can be caused by a major malfunction in the pressurization system or structural damage to the airplane. Decompressions fall into three categories and are defined by how rapidly the actual loss of pressurization occurs. These are slow, explosive and rapid decompression. Should decompression occur, immediately put on an oxygen mask, keep it on and remain seated until otherwise advised by the captain. The passengers should also put on the oxygen masks immediately. 2. Hypoxia occurs when there is lack of adequate oxygen to the body tissues. This can cause loss of consciousness and ultimately death in a short amount of time if not corrected with a supplemental supply of oxygen. The danger in hypoxia is its subtle onset unless conditions in the area indicate there has been a rapid decompression. 3. TUC (Time of Useful Consciousness) 4. To understand why it occurs and to recognise what impact it can have on the safety of the passengers, crew and the aircraft and how to respond.

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Lesson Summary Now you are able to describe decompression and explain the appropriate responses in such a situation. You can also describe the two types of decompression – rapid/explosive and slow decompression. Being able to recognise cabin decompression and responding to it quickly and using the correct procedures can save lives. This lesson also explained what decompression is, and the potential damage it can cause to the aircraft and its ability to land safetly, as well as the effect on the people on board. We examined the how to idenitfy decompression and the effects of hypoxia on the crew and passengers, which is of particular importance as it affects the welfare of passengers and crew with very serious consequences if decompression goes unchecked.

MODULE SUMMARY You are now able to identify the emergency and safety procedures in case of an in-flight emergency and explain the steps of each procedure. You can also identify emergency evacuation equipment and explain how to use it. You have also been introduced to the main cause of fires on board an aircraft and can explain how to fight the fires in the event that they occur. This module also described the various categories of turbulence the appropriate responses to each one. As cabin crew it is important to understand what causes turbulence since it is one of the major causes of injuries during flights, in particular when passengers are not wearing seat belts. As cabin crew you must be aware of the common symptoms of hypoxia so you can respond quickly and effectively. Hypoxia is caused by lack of oxygen. You can now identify the various types of decompression and its consequences on the aircraft and those on board as well as the proper procedures in the event of either rapid or

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slow decompression. Decompression can cause hypoxia, which has serious consequences if oxygen is not administered immediately after onset. 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.

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10.0 Medical Emergencies and Medical Training MODULE OVERVIEW

Module Learning Objectives At the end of this Module you should be able to: •

Identify and describe equipment on board for use in a medical emergency.

•

List the basic steps to responding to a medical situation/emergency.

•

List the steps to take to ensure personal protection when responding to a medical situation/emergency.

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 learning the proper standards for handling medical emergencies on board is an essential part of the job. This module examines the various aspects of preparing for a medical emergency, including identifying and understanding the emergency medical equipment on board the aircraft. During initial training for cabin crew, you will be trained on emergency procedures. Once you are familiar with the equipment available on board, then you will be ready to learn about the steps and procedures to follow in the event of a medical emergency.

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10.1 Emergency equipment on board (First Aid Kit, Emergency Medical Kit, Automatic Defibrillator, Personal Protection) LESSON OVERVIEW

Lesson Learning Objectives Upon completion of this lesson you should be able to: •

Identify and describe the equipment on board for use in a medical emergency.

All airlines provide medical equipment for use in the event of an onboard medical emergency. As part of the cabin crew training you will learn the specifics about the available emergency equipment on board the aircraft. You will also learn how to respond in a medical emergency. As is the case with all of the emergency equipment that is discussed in this course, the location of the equipment and the number of items of each type will vary by aircraft type and size. In your training, you 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.

10.1.1 First Aid and Medical Equipment Basic contents of a First Aid Kit 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.

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FIRST AID KIT – Basic Contents adhesive surgical tape

emollient eye drops

anti-diarrhea medication

examination gloves

antiemetic

first aid handbook

antiseptic wound cleaner or swabs

gastronintestinal antacid

applicators

hand cleanser or cleansing towelettes

bandages and adhesive dressings in assorted sizes

insect repellent

biohazard disposal bag,

pad with shield or tape for eyes

disposable gloves

safety pins

disposable resuscitation aid

scissors

sterile dressing compress

tweezers

sterile gauze dressing,

simple analgesic dressing for burns.

Portable Oxygen Bottles – Portable Oxygen Bottles are heavy gauged metal containers with compressed oxygen. They feature outlets and masks to administer oxygen to an individual for in-flight medical emergencies such as difficulty breathing or an apparent heart attack. The oxygen bottles are different from the oxygen masks that drop or become available to all passengers and crew during decompression which provide adequate air for breathing. The Oxygen Bottles must never be used if there is any smoke or fire nearby. Emergency Medical Kit (EMK) – Sealed container or box, which contains advanced medical supplies for the treatment of illness or injury. These can only be opened and used by medically trained personnel. If you have the assistance of a doctor or a medically trained person on board, you may bring them this kit. It offers medical equipment that can monitor vital signs and contains drugs and other items that can be administered only by qualified persons. As cabin crew you will not receive training on how to use the contents of the kit. If you have previous medical background or credentials you may be authorised to use it. The list of contents is listed on the outside of the kit so the doctor can easily determine what you have available. Your airline training will provide specifics about its use and who is authorised to use it.

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Automatic External Defibrillator (AED) – An advanced device now required to be on board most commercial aircraft. It is used to monitor the heartbeat of an unconscious individual and will automatically administer electric shock to the heart if necessary. The cabin crew receives extensive training on the appropriate use of this equipment in conjunction with CPR (Cardiopulmonary Resuscitation). Biohazard Kits or Precautions Kit – Most airlines should provide these on board the aircraft along with protective gloves, eye shields and gowns for administering first aid. In addition to protective items, supplies and containers are provided to clean up and properly identify medical waste (blood, needles, etc.). It is very important to use the Biohazard Kits for your personal safety, as well as the other crew and passengers. Resuscitation Mask or Face Shield – A protective device used when administering rescue breathing. It protects the individuals involved from contamination. While Resuscitation Masks will be provided by your airline in emergency kits, as cabin crew you may find it helpful to carry one in your personal luggage to have readily available should you be in a situation off the aircraft where your medical training may be called upon. You will learn how to use this mask in your training when you are taught rescue breathing and CPR.

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Progress check 1. Explain the difference between a First Aid Kit and an Emergency Medical Kit. 2. Match the following with the correct description: Resuscitation Mask

a. Protective kits that are used to clean up and properly identify medical waste (blood, needles, etc.)

Portable Oxygen Bottles

b. An advanced device used to monitor the heartbeat of an unconscious individual and will automatically administer electric shock to the heart if necessary

AED

c. Heavy gauged metal containers with compressed oxygen that feature outlets and masks to administer oxygen to an individual for in-flight medical emergencies

Bio Hasard Kits

d. A protective device used when administering rescue breathing

Answer Key 1. First Aid Kit contains sealed boxes with medical supplies for the treatment of injuries or minor illnesses. For example, using disinfectant and a bandage, the First Aid Kit can be used for addressing minor cuts or scrapes EMK – Emergency Medical Kit is a sealed container or box that contains advanced medical supplies for the treatment of illness or injury. Can only be opened and used by medically trained personnel 2. Resuscitation Mask (d), Portable Oxygen Bottles (c), AED (b), Bio Hasard Kits (a)

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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.

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10.2 Basic First Aid and Personal protection LESSON OVERVIEW

Lesson Learning Objectives Upon completion of this lesson you should be able to: •

•

List the basic steps to responding to a medical situation/emergency. List the steps to take to ensure personal protection when responding to a medical situation/emergency.

Key Learning Point 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.

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 situations to offer assistance to anyone who becomes ill or injured on your flight. You can take comfort knowing that airlines have procedures, assistance and systems in place to handle such situations. Cabin crew are not considered trained medical professionals but you will have basic knowledge, skills, and tools to assist someone in need. Airline crews are not medical advisors and there is no doctor-patient relationship between the airline and the passenger. However, during your cabin crew training, you will spend a number of days learning about first aid, CPR, and the equipment and systems in place to handle any number of in-flight medical emergencies. In order 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 and that you have basic knowledge to respond appropriately to medical emergencies. This lesson will help you become familiar with the basic steps in assisting someone in a medical emergency. The emphasis is on how to use the resources available. This lesson will only describe the skills you will be expected to have in order to respond to a medical emergency.

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? Cabin crew are expected to respond to situations when someone becomes ill or is injured during a flight. These can range from simple problems such as an earache during descent or nausea if the flight is experiencing turbulence. On the other hand, it can also involve a woman going into labor or even a passenger who is having a seizure or a heart attack.

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In 2000, statistics showed that the most common medical emergencies handled in-flight were: y Vasovagal (fainting) y Gastrointestinal y Cardiac y Respiratory y Neurological Some incidents are serious enough where the aircraft must be diverted so that the person involved can get to a medical facility as soon as possible. Even in these situations, you will be expected to provide care and comfort until the person can be transported to a medical facility. Responding to a medical emergency on board a flight can be stressful, therefore it is important not to panic and rely on your training and available resources. Each airline has special procedures and assistance in place to ensure the safety of not only the sick or injured party but also the crew and the rest of the passengers. Among the duties of the cabin crew in responding to an medical emergency the cabin crew will be required to fill out a report documenting the nature of the medical emergency and what first aid care was provided.

Check-Call-Care The three steps to remember when providing first aid are Check, Call, and Care. The following are basic procedures to help ensure the best care for the passenger and the maximum protection for the cabin crew:

CHECK y Assess the situation and the victim y Pay attention to details and ask yourself these questions: a) What is the nature of the illness or injury? b) Is the victim unconscious, bleeding? c) Does the victim have difficulty breathing? (It is very important to maintain an open airway and check that the passenger is breathing and has a pulse.) d) Does the victim have chest pain? e) Is the scene safe for you to proceed?

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Note: Always check for Medical Alert Emblems, ID bracelet or necklace. (This will provide you with very important medical information). y Gather as much information from the passenger as possible. If the passenger is unconscious try and obtain information from traveling companions or those seated nearby.

CALL for assistance y Ask another cabin crew to notify the captain and to identify any trained medical personnel on board. y If medical personnel are available provide the medical kits that best suit the person in need. y Keep the captain informed as to the status of the victim. The flight may need to divert to an alternate airport depending on ETA (Estimated Time of Arrival) from the scheduled airport and the severity of the situation.

Provide CARE to someone who is hurt or ill After you have called for help and assessed the situation you should: 1. Identify yourself and get permission to assist the victim. 2. Try to make the passenger as comfortable as possible, while tending to his or her needs as best as you can. 3. Explain the actions you are taking step by step. 4. Reassure the victim and always assume they can hear what you are saying even if they are unconscious. 5. Calm distraught travel companions or relatives. 6. Keep on-lookers and other passengers from congregating near the scene. 7. Do not leave the victim unattended. 8. Do not discuss the situation with other passengers. 9. Do not diagnose – treat the symptoms you observe within the scope of your training. 10. Complete all required documentation as required by your airline. http://www.redcross.org/preparedness/cdc_english/factsExpect.html

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There are systems in place to assist the cabin crew in the event of a medical emergency that requires the immediate attention of a physician, and there is no doctor aboard the flight that can help. These include: y Air-to-ground communication between the cockpit and ground physicians. Air to ground medical communication is a service where airlines have expert physicians readily available 24 hours a day, 7 days a week to provide the captain and cabin crew with medical advice when medical emergencies occur. Some airlines have their own physicians and others obtain this service through a specialist provider. (See http://www.medaire.com/comm_air.asp for further documentation). y Telemedicine – An evolving area of diagnosis using seat-back phones and ECG (Electrocardiogram), which are located in certain aircraft. These strips provide information of vital signs, images of the patient, and two-way voice communication. The phone transmission is slow and with the evolution of Internet services on aircraft this may lead to more effective transmission in the event of a medical emergencies. (Referenced from IATA Medical Manual pg. 60 – 61).

10.2.3 Protect Yourself! The risk of getting a disease while giving first aid is extremely low. However, to reduce the risk even further: y Avoid direct contact with blood and other body fluids. y Use protective equipment, such as disposable gloves and breathing barriers. y Thoroughly wash your hands with soap and water immediately after giving care. 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 Resuscitation mask (microshields) for giving rescue breathing (Some airlines provide or recommend that you have your own mask in your personal luggage so it is nearby for you in the

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event of an emergency it is also helpful should you encounter a medical situation off the aircraft, in a hotel or in an airport). y Disposable gloves y Face masks or shields 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? 4. Select the items available on board airplanes used to protect cabin crew when administering first aid. a) Bandages b) Goggles c) Ressuscitation mask d) “Sharps” container e) All of the above 5. The three steps to remember when providing first aid are _____, _____ and _____.

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Answer Key 1. True 2. First aid is the immediate and temporary care given to the victim of an accident or sudden illness until advanced, professional medical assistance can be obtained 3. y Introduce yourself and offer assistance - ask for her name and if she has concerns about how she is feeling y Ask if the passenger is traveling with someone. y Does she have a medical condition of which you should be aware? y Is she taking medication or has she taken any medication recently? y Ask about her symptoms. y Is the scene safe for you to proceed? y What is the nature of the illness or injury? y Is the victim unconscious, bleeding? y Does the victim have difficulty breathing? y Does the victim have chest pain? 4. b, c, and d 5. Check, Call, Care

Lesson Summary After completing this lesson you are now able to list the first aid and medical emergency equipment that is available on board an aircraft and what they are used for. You can also list the key steps in responding to a medical situation or emergency on board a flight. You also have an understanding of the different types of medical assistance that is available on board an aircraft. This lesson further emphasised the various ways you can protect yourself when assisting others. In the next lesson we will take a closer look at the AED (Automatic External Defibrillator) and CPR (Cardiopulmonary Resuscitation).

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10.3 CPR, AED and Heimlich Maneuver LESSON OVERVIEW

Lesson Learning Objectives Upon completion of this lesson you should be able to: •

•

Define CPR and AED (automatic external defibrillator) and explain under what circumstance they are used. Explain the Heimlich maneuver and when it is appropriate to use it.

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 tools CPR (Cardiopulmonary Resuscitation), AED (Automated External Defibrillator) and the Heimlich maneuver. This lesson will define and explain rescue breathing and CPR. This lesson also discusses the benefits of CPR when administered effectively. These techniques save lives and are part of the knowledge and skills of well-trained cabin crew.

10.3.1 Assisting Someone Who Has Stopped Breathing There are many situations that might cause someone to stop breathing such as sudden illness, allergy or a serious accident. When someone is not breathing, brain damage and even death can occur in minutes. As cabin crew you will be trained to assist a person who has stopped breathing using the following techniques: Rescue breathing is the act of breathing for a victim who is not breathing on his or her own, yet has a pulse. It is a means that uses your lungs to force air into the victim's lungs at regular intervals. The timing of each breath (about 1.5 to 2 seconds per breath) mimics normal breathing. However, the process is much more like blowing up a balloon than real breathing. You inhale deeply, form a tight seal with your mouth over the victim’s mouth, and exhale to push air out of your mouth into theirs. You will exhale with just enough force to see the chest rise slightly. Because you also pinch the victim's nostrils closed, the air has nowhere to go except down into the lungs, which expand as they fill with air. When a Resuscitation Mask is available, you should use that to perform rescue breathing. The Resuscitation Mask that is placed over the victim’s nose and mouth creating a tight seal and you administer breaths to the victim through a small tube. While the Resuscitation Mask also offers protection, it also makes it much easier to accomplish rescue breathing. Mouth-to-mouth breathing is hard work. Normally, when you inhale, the chest muscles drive the process. In artificial respiration, you're working against the victim's relaxed chest muscles. When the chest muscles are relaxed, the chest cavity is small, keeping the lungs in a deflated state. As a rescuer, you have to exhale forcefully into the victim's mouth for 1 to 2 seconds to overcome this resistance. As the lungs fill with air, the victim's chest is pushed up at the same time; you can actually see it rise. When you remove your

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mouth from the victim's and break the air seal, their chest falls and once again deflates the lungs. As in normal breathing, this results in air being exhaled from the victim's mouth. Reference for rescue breathing: http://science.howstuffworks.com/cpr4.htm

10.3.2 CPR CPR is an emergency first-aid procedure used to deliver oxygencarrying blood to the heart and brain in a person whose breathing and heartbeat have stopped. This is extremely important in order to prevent brain damage while more advanced medical help is on the way. CPR is most often needed following a heart attack that has caused a person's heart to stop beating; a condition called cardiac arrest. Cardiac arrest simply means the heart and lungs are not working – the heart is not breathing and there is no breathing. People may also go into cardiac arrest and require CPR after serious injury, after nearly drowning, a stroke or a drug overdose. In order to be effective, CPR must begin within minutes after the victim's breathing and heartbeat have stopped. (http://www.aolsvc.worldbook.aol.com/wb/Article?id=ar095225&st=C PR) It is important to understand that CPR extends the window of opportunity until treatment by paramedics or other medical professionals is available.

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CPR Basics CPR is a first aid technique that is used to keep victims of cardiac arrest alive and to prevent brain damage until advanced medical help is on the scene. CPR has two goals: 1. Keep air flowing in and out of the lungs. 2. Keep blood flowing throughout the body. http://science.howstuffworks.com/cpr2.htm When administering CPR you: 1. Use a Resuscitation Mask (if available) to protect yourself. 2. Blow into the victim's mouth to push oxygenated air into the lungs. This allows oxygen to diffuse through the lining of the lungs into the bloodstream. 3. Compress the victim's chest to artificially re-create blood circulation. The benefits of CPR are: y Effective bystander CPR, provided immediately after cardiac arrest, can double a victim’s chance of survival. y CPR helps maintain vital blood flow to the heart and brain and increases the amount of time that an electric shock from a defibrillator can be effective.

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y Death from sudden cardiac arrest is not inevitable. If more people knew CPR, more lives could be saved. y Brain damage starts to occur four to six minutes after someone experiences cardiac arrest if no CPR and defibrillation occurs during that time. y If bystander CPR is not provided, a sudden cardiac arrest victim’s chances of survival fall 7 percent to 10 percent for every minute of delay until defibrillation. Few attempts at resuscitation are successful if CPR and defibrillation are not provided within minutes of collapse. y When sudden cardiac arrest occurs, the victim collapses, becomes unresponsive to gentle shaking, stops normal breathing and after two rescue breaths, still isn’t breathing normally, coughing or moving. http://www.americanheart.org/presenter.jhtml?identifier=303435 2 Does air exhaled from someone else's mouth really provide enough oxygen to save an unconscious person? Normally, the air you inhale contains about 20 percent oxygen by volume, and your lungs remove about 5 percent of the oxygen in each breath. The air you blow into a victim's mouth thus contains about 15 to 16 percent oxygen, which is more than enough to supply their needs. http://science.howstuffworks.com/cpr4.htm 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. C – Circulation – after assessing breathing and giving breaths, check to see if the victim has a pulse and continue to assess if they can

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breath on their own. (While checking for a pulse you can watch for the chest to rise and fall, listen for breath sounds or feel their breath on your cheek. If the victim is not breathing and does not have a pulse, CPR is administered). Use this table as a guideline for assessing when Rescue Breathing or CPR should be administered: If the victim . . .

You should

Is breathing and has a pulse

Do not administer CPR, and stay with the victim until medical assistance arrives

Is not breathing and has a pulse

Begin rescue breathing

Is not breathing and does not have a pulse

Begin CPR

Tip: Before you apply to an airline or search for a cabin crew position, take a basic First Aid Course with CPR for adults and children. This will be a noteworthy addition to your resume and will make taking the First Aid and Medical Emergency portion of the training program with the airline easier.

10.3.3 AED (Automated External Defibrillator) An AED is a device about the size of a laptop computer that analyzes the heart's rhythm for any abnormalities and, if necessary, directs the rescuer to deliver an electrical shock to the victim. This shock, called defibrillation, may help the heart to reestablish an effective rhythm of its own. An AED is easy to operate. It uses voice prompts to instruct the rescuer. Once the machine is turned on, the rescuer will be prompted to apply two electrodes provided with the AED to the victim's chest. Once applied, the AED will begin to monitor the victim's heart rhythm. If a "shockable" rhythm is detected, the machine will charge itself and instruct the rescuer to stand clear of the victim and to press the shock button. Although the AED is relatively easy to use, training is necessary in order to understand how the defibrillation works in context of what is known as the cardiac chain of survival. Training in CPR and AED skills will enable the rescuer to use all the steps in the cardiac chain

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of survival, thereby significantly increasing the victim's chance of survival. Most airlines carry the AED on board their aircraft. http://www.redcross.org/services/hss/courses/aed.html

10.3.4 Heimlich Maneuver

http://www.health.harvard.edu/fhg/firstaid/heimlichAd.shtml The Heimlich maneuver or abdominal thrusts is a first aid procedure used when a person has an obstructed airway or is choking and cannot breathe. Choking occurs when a foreign object or piece of food becomes lodged in the throat or windpipe. Choking cuts off the supply of oxygen to the brain and first aid must be administered as quickly as possible. The universal sign for choking is hands clutched to the throat. Someone may or may not give that signal, so be observant for other signs, such as: y Inability to talk. y Difficulty breathing or noisy breathing. y Inability to cough forcefully. y Skin, lips and nails turning blue or dusky. y Eventual loss of consciousness.

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Common causes of choking y Trying to swallow large pieces of poorly chewed food. y Drinking alcohol before or during meals. Alcohol dulls the nerves that aid in swallowing. y Wearing dentures - dentures make it difficult to sense whether food is fully chewed before it is swallowed. y Eating while talking excitedly or laughing. y Eating too fast. y Walking, playing, or running with food or objects in the mouth. Additional references: http://www.americanheart.org/presenter.jhtml?identifier=4605 http://www.nlm.nih.gov/medlineplus/choking.html

10.3.5 Sample Cabin Crew Medical Training Syllabus y Principles of first aid. y First aid for wounds and bleeding. y Personal protection and safety when administering first aid. y First aid for fractures, dislocations and sprains. y Knowledge of first aid equipment and materials. First aid for burns. y Assessing and managing the scene . y First aid for head and spinal injuries. y Artificial respiration (rescue breathing) for adults, children and infants. y First aid for respiratory problems. y First aid for conscious and unconscious choking victims – adults, children and infants. y First aid for other medical conditions (diabetes, convulsions, abdominal distress). y First aid for shock, unconsciousness and fainting. First aid for altitude related conditions (motion sickness, hyperventilation, earache). y Cardiovascular emergencies.

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y Emergency childbirth and first aid for miscarriage. y Cardio pulmonary resuscitation (CPR) for adults, children and infants. y Handling of deaths on board. y Medical incident reporting. Using CPR effectively on a person immediately after he or she has experienced a cardiac arrest can double the victim’s chance of survival.

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. 2. If the person is not breathing and has a pulse you should administer ______________. 3. The ABC of first aid is ______, ________, and _______. 4. Effective use of ____ techniques can double a person’s chance of survival after a heart attack. 5. List possible signs that someone is choking.

Answer Key 1. 1c, 2a, 3d, 4b 2. rescue breathing

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3. airway, breathing, circulation 4. CPR 5. y Inability to talk y Difficulty breathing or noisy breathing y Inability to cough forcefully y Skin, lips and nails turning blue or dusky y Eventual loss of consciousness

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.

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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.

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11.0 Introduction to Dangerous Goods MODULE OVERVIEW

Module Learning Objectives At the end of this Module you should be able to: •

Recognise what constitutes dangerous and hazardous materials and identify the appropriate response or procedure to deal with it.

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 others from danger while on the aircraft and throughout the flight. It is extremely vital that you become familiar with dangerous goods in order to understand their potential threat. You will also be expected to differentiate between which goods can be brought on board or checked and which goods are absolutely prohibited. The cabin crew must always take the necessary precautions to ensure that the lives of those on board are never put in harm’s way. It is therefore essential to be aware of dangerous goods in order to 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.

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11.1 Dangerous Goods LESSON OVERVIEW

Lesson Learning Objectives Upon completion of this lesson you should be able to: •

List and describe characteristics of dangerous goods.

•

Explain why important to recognise dangerous goods.

When passengers prepare for a trip, they often pack many household items in their luggage. What they are not aware of, however, is that certain items can be classified as “dangerous goods” and can pose a threat to the safety of the aircraft. People do not realise that a simple everyday item such as hairspray can be viewed as a dangerous good with the potential to cause harm, in certain circumstances. Items such as these require certain restrictions in order to remain safe. After this lesson, you will have a better understanding of how you can recognise dangerous goods and the effects they can have when brought onto an aircraft. It is extremely critical that as cabin crew, you familiarise yourself with this information, as the safety and well being of all those on board should always be your highest priority.

11.1.1 What are Dangerous Goods?

Did you know? Dangerous goods are sometimes referred to as hazardous materials or “HAZMAT”.

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Dangerous goods are classified according to different categories according to certain criteria that determine whether they can be brought onto an aircraft. As cabin crew, you will often come into contact with items brought onto the aircraft that seem to be ordinary yet may cause harm to passengers. Although dangerous goods will not necessarily cause harm under ordinary circumstances, they all can pose certain risks to health, safety, property and/or the environment. Even if the threat is only extremely minimal, it is still your duty and obligation as crew to make sure this threat does not become a reality. Dangerous goods can refer to everyday household items that may not seem to be threatening while we use them in our homes. It is hard to imagine that the items we use everyday could put us in any serious danger. However, being 9000 meters above the ground places us in a completely different environment than the one we are used to. The vibration, pressure and temperature changes that occur while in flight can have a strong effect on certain items, and therefore flying increases the risk while traveling with these items. Common household items such as laundry starch, paints or cleaners could cause fire or corrosion and damage to the structure of the aircraft if they were to leak. One must also keep in mind that while different items are considered dangerous goods on their own, in situations where two different dangerous goods are placed next to each other they can cause a serious chemical reaction. This is one of the reasons why certain items that do not seem dangerous are restricted

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in transport. The threat lies in the items that are undeclared by passengers and brought on board or are packed in checked luggage. Examples of dangerous items that passengers have tried or succeeded in bringing on board include culinary blowtorches, fireworks and petrol.

11.1.2 Regulations and Standards ICAO regulates dangerous goods being brought onto the aircraft in order to prevent passengers and crews from being placed at additional risk. Transport and handling standards exist in order to ensure your safety as well as the safety of all those who board the aircraft. The standards also ensure that safe transportation is maintained and that crews are prepared to respond appropriately if a dangerous goods incident occurs on the aircraft. 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.

11.1.3 Classifications of Dangerous Goods It may at first seem difficult to decide what consists as a “dangerous good” and what does not. However, dangerous goods are classified according to criteria determined by the United Nations Committee of Experts and in general are divided into classes based on the specific chemical or characteristics that pose the risk. The classification determines the acceptability of the item for air transport.

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It is important to know the various classifications of dangerous goods in order to know what is permitted on board and what may pose a more serious threat. There are three main classifications of dangerous goods: 1. Dangerous goods which are absolutely prohibited from being on board any aircraft include Compressed gases, explosives (fireworks, flares), poisons, insecticides 2. Dangerous goods which are prohibited under normal circumstances but may be carried on board with specific approvals include small oxygen cylinders for medical use, heat producing articles such as diving lamps 3. Dangerous goods which are restricted from being brought in the cabin of the aircraft but can be carried in cargo include ammunition (cartridges for weapons excluding explosives) in limited quantities

11.1.4 Why Dangerous Goods At All? At this point, you may be asking yourself a very valid question – if there is such a risk with dangerous goods, why are they permitted at all? It seems that anything that may pose even the slightest threat should be banned from being brought on board an aircraft. However, traveling by air is often the only available method to transport a large variety of items. Commercial demand necessitates that dangerous goods be transported by an airplane, as this is the fastest and most efficient way to transfer items to remote places. Some dangerous goods are also needed for the operation of the aircraft itself, such as aircraft fuel, batteries, fire extinguishers and life rafts. Travelers often also require bringing dangerous goods onto an airplane, as many of the personal and household items we use every day, such as hairspray can be classified as “dangerous goods.” There are certain items which people wish to bring on their trips and, because the threat can be contained, they are permitted to do so. However, items that fall into this category have strict restrictions on the quantity that is allowed to be brought onto the aircraft. There are several examples of dangerous household items which are permitted to be brought onto an aircraft in certain quantities: y Medicine that contains alcohol y Toiletries that contain alcohols such as hairspray, perfume and cologne

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y Alcoholic beverages (when in retail packaging) y Electronic devices that contain lithium or lithium ion batteries like those in watches, cameras, and cellular phones Items such as perfumes and alcoholic beverages are classified under dangerous goods but are used for cabin service during flight. In these cases, the aircraft operator is exempt from the provision limits when carrying these items. The FAA lists all personal items considered dangerous goods or hazardous. They outline which of these items are permitted aboard an aircraft. Visit the following website for a complete list: http://www.faa.gov/about/office_org/headquarters_offices/ash/ ash_programs/hazmat/aircarrier_info/ Even though these guidelines are published by the US government, they reflect general practice in many countries. Once again, it is advisable that you check with your each airline for their specific guidelines and regulations.

Progress Check 1. What are dangerous goods? 2. Potential risks of dangerous goods _______ when they are transported in cargo or in the cabin of an aircraft. 3. _______ regulates the transport of dangerous goods by air. 4. Explain why as a cabin crew member it is important for you to recognise dangerous goods and how they should be transported.

Answer Key 1. Dangerous goods are articles or substances which are capable of posing a risk to health, safety, property or to the environment during operation or transportation 2. increase 3. ICAO 4. To prevent items from being brought into the cabin that could impact the safety of passengers and the flight.

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Lesson Summary Dangerous goods can pose a risk to health, safety property and the environment. Through training, you will become familiar with the various procedures and guidelines that must be followed when dealing with dangerous goods. It is important to know these guidelines extremely well in order to ensure that everyone on board is prevented from being harmed in any way. There are many dangerous goods which, although may pose a threat, are permitted to be brought on the aircraft as long as they meet the imposed airline standards. In order to ensure everyone’s safety, you will need to know which items are permitted, as well as their acceptable quantities. Knowledge of dangerous goods will enable you to perform the most important task of being a crew – protecting the lives and overall well-being of all those on the aircraft.

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11.2 Hasard Class Definitions - Identification and Recognition LESSON OVERVIEW

Lesson Learning Objectives Upon completion of this lesson you should be able to: •

Identify the standardised labels and markings for dangerous goods.

Now that you are familiar with dangerous goods and their potential threat, it is essential that you learn the hasard class definitions. This lesson will teach you the various classes of dangerous goods. Dangerous goods not only can harm your health, but they can also affect the operation of the aircraft. By having the tools to identify the markings of these materials, you can help ensure the aircraft will operate smoothly. By learning this information and being able to recognise hasardous labels you will be able to prevent dangerous goods from being brought onto the aircraft, which could cause serious harm to both you and other passengers.

11.2.1 Dangerous Goods or Hasard Class Definitions Dangerous goods are divided into 9 classes, each reflecting the type of risk involved. It is important to note, however, that the number associated with each class does not signify it being more or less dangerous than another class. For example, Class 1 is not more dangerous than Class 2. However, cabin crew must learn about all classes of dangerous goods because they can be harmful and pose a risk to safety. 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”. Each class is paired with a standardised label called a hasard label and these labels are key to alerting you of the risk of the item’s contents. By memorizing which label belongs to which class, you will be able to understand the danger of a specific item and protect yourself and others from being harmed by its contents. Nevertheless, as cabin crew is it also critical to be able to recognise which items fall in which category as many items brought on board by passengers may not have these labels on them, yet they still pose a potential threat. Each class and division has a corresponding hasard label. Hasard Labels are in the shape of a diamond and must have a minimum dimension of 100 x 100 mm. Most labels will have the text of the hazard on them and those that do not can be identified by the shape, color and symbol. The 9 classes of dangerous goods and their corresponding labels are as follows:

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Three letter cargo codes are assigned to each class or division so that it is easy to communicate that dangerous goods are present on flight documents, cargo manifests and notifications to the captain. The following chart specifies the class, type and division of dangerous goods. CLASS

TYPE

DIVISION

Class 1

Explosives

TNT, dynamite

Class 2

Gases

hydrogen, nitrogen, chlorine

Class 3

Flammable Liquids

diethyl ether, petrol, kerosene

Class 4

Flammable Solids

magnesium, white phosphorus, sodium

Class 5

Oxidizing Substances and Organic Peroxides

hydrogen peroxide, benzoyl peroxides

Class 6

Toxic and Infectious Substances

hydrofluoric acid, pesticides, virus cultures

Class 7

Radioactive Material

uranium, plutonium

Class 8

Corrosive Substances

sulfuric acid, potassium hydroxide

Class 9

Miscellaneous Dangerous Substances

asbestos, dry ice

Key Learning Point Dangerous goods are divided into 9 classes reflecting the type of risk involved. Most of the classes also have divisions within the class. Specific criteria determine whether or not an item belongs to a class or division. Standardised labels called hazard labels correspond to each class that alert one to the risk with the contents.

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General categories and labels may also be found at http://en.wikipedia.org/wiki/Dangerous_goods http://environmentalchemistry.com/yogi/hazmat/placards http://www.roadsafeeurope.com/

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Progress Check 1. Dangerous goods are divided into 7 classes. TRUE or FALSE 2. Each of these classes is further divided into smaller divisions. TRUE or FALSE 3. The minimum dimension of a hasard label is 100 x 100 mm. TRUE or FALSE 4. List the classes of dangerous goods and their names.

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Answer Key 1. False 2. False 3. True 4. Class 1

Explosives

Class 2

Gases

Class 3

Flammable Liquids

Class 4

Flammable Solids

Class 5

Oxidizing Substances and Organic Peroxides

Class 6

Toxic and Infectious Substances

Class 7

Radioactive Material

Class 8

Corrosive Substances

Class 9

Miscellaneous Dangerous Substances

Lesson Summary Dangerous goods can be recognised and identified by looking at their labels. There are 9 classes of dangerous goods and many have subdivisions within each class. Each class has its own corresponding label(s) and by having a strong knowledge of these labels, you will be able to know the risks of each specific item which you may encounter as a crew. To prepare for the final exam, complete the progress checks found at the end of each lesson several times. You know you are ready for the final exam when you are able to perform the actions listed in the module and lesson objectives. The next module deals with another issue that also directly affects the safety of passengers and crew, aviation security.

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11.3 Precautionary Measures - Enforcement and Reporting LESSON OVERVIEW

Lesson Learning Objectives Upon completion of this lesson you should be able to: •

•

Explain standardised procedures followed in case of suspect items and materials on board an aircraft. Explain the enforcement and reporting of dangerous goods.

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 recognise harmful substances. However, recognising a dangerous substance is not enough to prevent it from endangering the lives of other crews and passengers. You must also know how to properly respond to dangerous goods being brought on board, in order to fully prevent a dangerous goods accident or incident from occurring during flight. This lesson will provide you with various signals that you must look for as cabin crew, which will help you to identify if a passenger is bringing a dangerous good onto the aircraft. You will learn ways in which you should respond to passengers who you may suspect are carrying dangerous materials while they are boarding the flight. You will also learn the proper routines that you must follow in the event of 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.

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Taking Precautions There are general protocols to follow when dealing with a dangerous goods accident or incident in the passenger cabin during flight. Incidents involving dangerous goods must be reported to the authorities of the State of the operator (airline) and of the State in which the incident occurred. This is done so that appropriate measures can be taken to prevent a reoccurrence of the incident or accident. However, these types of accidents or incidents can be entirely prevented from ever happening, if you are cautious in your inspection and always on the lookout for suspicious items. Preventative Action Passengers may knowingly, or unknowingly, bring dangerous goods on board an aircraft. Your challenge as crew is to be aware of suspicious items or packages that are deemed a dangerous goods item or could pose a threat to in-flight safety. Although you may be aware of dangerous items which are clearly labeled and marked, you must also be alert of items which are not so obvious. It is the items that are unmarked that often pose the greatest threat, as they are not necessarily visible to the unsuspecting eye. Signs that packages and carry-on items that a passenger brings on board are a potential problem include the following: y Package is leaking y Package has a strong odor y You can hear strange sounds such as liquid sloshing y The parts are clanging It is important that you act swiftly if your instinct tells you that something is not right. In these situations you must approach the customer and ask appropriate and non-confrontational questions that will allow you to gather more information about the contents. You should try to ensure that passengers do not feel they are being attacked or accused and understand that you are first and foremost trying to look out for their interests. If you have any doubts or concerns after speaking with the passengers in question, you must notify your senior cabin crew and the captain. Safety is about prevention and appropriate questions in advance can alleviate a problem and potential threat for all later on. How you ask the question is also very important. See below for some examples:

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Inappropriate

Appropriate

“Excuse me, your carry-on bag seems to be leaking something, it must be removed from the aircraft.”

“Sir, I notice your luggage appears to have a stain on it that indicates it is leaking, do you have any idea what might be causing that?”

“Don’t you know that you can’t bring camping equipment on board the aircraft?”

“I notice that you are carrying camping gear, do you have any items that might be considered hasardous?”

Responses to Dangerous Goods Incidents Although you must do your best from preventing a dangerous goods incident or accident from occurring, you must still know how to respond if and when an incident does occur. You can find general response parameters in the ICAO emergency response guide. During your training, the airline will teach you appropriate responses based on these parameters and those that are part of their procedures and manuals. Here are the necessary responses that you must follow in case of a dangerous goods incident while in-flight: Initial Action y Notify Pilot in Command. y Identify the Item and avoid direct contact with the package or the item IN CASE OF FIRE. y Use standard procedures (refer to Module 9). y Be mindful of the cause of the fire and the location of the nearest extinguisher. In Case Of Spills Or Leakage y Obtain emergency response kit or other personal protective items (rubber gloves, smoke hood, goggles and in some cases a visor). y Move passengers away from area and distribute wet towels or cloths if fumes or smoke make breathing difficult. y If possible, place dangerous goods item in polyethylene bags or appropriate containers from response kit.

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y Stow the bags or containers away from passengers and crew or from where they could cause harm or damage. y Treat the affected area (seat cushions, covers) as dangerous goods and handle accordingly. y Cover spills or leaks on the floor. Your personal health and safety are extremely important. Therefore it is critical that you follow all the necessary steps to prevent the risk of personal harm or injury.

Steps to take if you come in contact with dangerous goods Wash the affected area with water. Remove contaminated clothing. Refrain from eating or smoking and make sure to keep hands away from eyes, mouth and nose. Seek medical assistance for appropriate follow-up care in order to make sure that you are protected from the long term effects of contact with the dangerous good.

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Progress Check 1. Incidents involving dangerous goods must be reported to the authorities of the State of the operator and of the State in which the incident occurred. TRUE or FALSE 2. Your chief obligation as cabin crew is that the flight departs on time. TRUE or FALSE 3. What are some suspicious elements to determine the presence of dangerous goods? 4. In case of spills or leakage, what are some general responses to follow? 5. What are the two initial actions to take when you or others come in contact with dangerous goods?

Answer Key 1. True 2. False 3. Leaking, strong odor, strange sounds such as liquid sloshing or parts clanging. 4. i.

Obtain emergency response kit or other personal protective items (rubber gloves, smoke hood, goggles, visor)

ii.

Move passengers away from area and distribute wet towels or cloths if fumes or smoke make breathing difficult

iii. If possible, place dangerous goods item in polyethylene bags or appropriate containers from response kit iv. Stow the bags or containers away from passengers and crew or from where they could cause harm or damage v.

Treat the affected area (seat cushions, covers) as dangerous goods and handle accordingly

vi. Cover spills or leaks on the floor

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5. i. ii.

Notify Pilot in Command 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.

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12.0 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 Objectives At the end of this Module you should be able to: •

Identify the current threats to today’s aviation industry.

y The Technical and Mechanical Factor: the airworthiness of the aircraft or to what degree the airplane is ready to fly y The Human Factor: the ability of the crew and passengers to follow procedures during take-off, during the flight and while landing. 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.

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12.1 Threats to the Industry - Bomb Threats, Hostage/Hijacking, Threatening or Abusive Passengers LESSON OVERVIEW

Lesson Learning Objectives

The aviation industry has been and continues to be an attractive target for many reasons. This industry receives a lot of media and political attention and has large commercial value and prestige. For 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.

12.1.1 Who Poses a Threat? Many different types of people can inflict such acts but terrorists with political or criminal motives have mostly organized recent threats against the aviation industry. You are probably asking yourself, “What kind of person would attempt such dreadful acts against people and property?” This is a difficult question to answer, but it is important to understand what motivates these individuals or groups ot perpetrate these criminal acts. Below is a partial list of what drives individuals or groups to commit these acts of terror and sabotage: y Gaining publicity for a cause. y Release of prisoners or other terrorists. y To change government policy. y To undermine and discredit those who oppose them. y To frighten the public and disrupt normal life and business.

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y To obtain money by threat or blackmail. 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: y Attacks that cause casualty on a large scale. y Attacks against a symbolic target. y Willingness for suicide or dying for the cause. y Greater use of employees and gaining access to inside industry information.

12.1.2 Major Threats to the Aviation Industry Various types of threats to the aviation industry include hijacking, facility attacks and sabotage. These can be defined as follows: Hijacking (Unlawful Seizure) - Hijackings occur when individuals or groups smuggle weapons or arms on board and take control of the flight deck. These hijackers are organized and use intimidation and fear to control passengers and crew. Flight 847, TWA, June 1985. 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 Attempted Seizure or hijacking – this refers to a failed attempt to hijack an airplane. Example of an attempted seizure: Flight 019 National Airlines, July 2000. An armed individual walked past a security checkpoint at New York’s JFK Airport and on to National Airlines flight 019 to Las Vegas. Passengers were boarding as the armed man ran onto the airplane. He immediately encountered the cabin crew ordered her to close the airplane door. He moved through the first class cabin and into the cockpit with his gun drawn and he then ordered the captain to fly South.

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Passengers who had noticed the gunman started to leave the aircraft and the cabin crew in the rear of the plane deployed the slides allowing those in the rear of the aircraft to escape. Police arrived within minutes of being notified, surrounded the plane and began negotiations with the gunman. The captain and first officer were released and the gunman surrendered peacefully. He was charged with air piracy. One hundred and twenty-four passengers and seven members of the crew were on the plane at the time of the incident and they were all able to escape. http://www.tsa.gov/interweb/assetlibrary/Criminal_Acts_Against_Civil _Aviation_2000.pdf Facility Attack (airports, cargo facilities, off-airport aviation related facilities, crew hotels). Example of a facility attack: On December 24, 1985, the revolutionary group GAR claimed responsibility for the bombing of a Lisbon ticket office for the Spanish National Airlines as a protest for the death of a young Basque who was killed in policy custody. www.tkb.org/Incident.jsp?incID=4448 Attempted Facility Attack – this refers to a failed attempt to attack a facility or aircraft. Acts of Sabotage - Sabotage is accomplished with the use of explosive or flammable devices or a combination of both. Bombs and materials used for sabotage can be quite sophisticated but in some cases quite simple. Although there are strict security measures in place in most airports and aircraft, it is necessary to be aware of the fact that some individuals use themselves as the vessel to carry and detonate an explosive device. It is no longer only an item that is left unattended. These suicide bombers are prepared to be a victim of the explosive device. They can carry the device on their person or store it in their checked luggage. These acts of sabotage are also used in facility attacks and not only on aircraft. Attempted Sabotage – This refers to a failed attempt at sabotage of a facility or aircraft. Nezar Hindawi was found guilty of attempting to blow up an El Al aircraft. He planted plastic explosives within his girlfriend’s luggage (without her knowledge) and said he would join her on a later flight. The plot was stopped when a security official searched her bag suspicious because it was too heavy for its size. http://news.bbc.co.uk/onthisday/hi/dates/stories/october/24/newsid_2 478000/2478505.stm

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Progress Check 1. List and define the six major threats to the aviation industry. 2. Identify the types of people or groups who are a threat to the aviation industry. Select all that apply. a) Terrorists b) Mentally disturbed c) Refugees d) Disgruntled employees e) All of the above. 3. List and explain five motives behind hijacking airplanes.

Answer Key 1. y

Hijacking

y

Attempted Seizure

y

Facility Attack

y

Attempted Facility Attack

y

Acts of Sabotage

y

Attempted Sabotage

2. e 3. y

Gaining publicity for a cause

y

Release of prisoners or other terrorists

y

To change government policy

y

To undermine and discredit those who oppose them

y

To frighten the public and disrupt normal life and business

y

To obtain money by threat or blackmail

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Lesson Summary There have been many threats to the aviation industry. Media and government attention are some of the reasons why the aviation industry is considered “high profile”. These acts of violence and destruction on the aviation industry are usually committed by terrorists, criminals, mentally disturbed individuals, refugees taking desperate measures to draw attention to their plight, and even disgruntled employees who are either emotionally disturbed or have criminal intentions. Some reasons for these attacks include: gaining publicity for a cause, to change government policy, or to frighten the public and disrupt normal life and business.

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12.2 Recognising and Responding to Suspicious Activities, Disruptive Passengers and Other Threats LESSON OVERVIEW Lesson Learning Objectives Upon completion of this lesson you should be able to:

As we have seen in Module 8: Managing Passenger Interactions, one or more of the passengers might become disruptive during any given flight, posing a threat to the safety and security of passengers and aircraft. These incidents have to be taken seriously and as cabin crew you will be expected to respond in a timely and calm manner. This lesson explains what might cause a passenger to become disruptive and to what degree this behaviour causes a security risk. This lesson also explains what the response of the cabin crew should be when confronted by a disruptive passenger.

•

List behaviors that might indicate a potential threat to passengers and crew.

•

List the possible responses of the cabin crew when facing a disruptive passenger.

There are several security agencies that share your responsibilities. This lesson also provides you with a list of these agencies, their goals and the situations that they will be called on for help.

•

List the agencies that support aviation security and provide assistance in time of threat.

12.2.1 Disruptive Passengers

•

List the goals of these security agencies.

Disruptive passengers are those who prevent cabin crew from performing their duties and therefore are a threat to aviation security. When a passenger’s behaviour is disruptive it is a safety issue that has to be taken seriously, therefore any suspicious behavior or 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. Keep it on the ground and off the aircraft! Be aware of how passengers are behaving as they board the aircraft. If passengers are acting suspicious or behaving in a threatening manner during the boarding process the cabin crew should take steps to investigate and determine whether or not a passenger needs

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to be removed from the flight prior to take-off, or prevented from boarding in the first place. 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: y Verbal harassment of crew or other passengers. y Threatening to cause harm. y Touching crew or other passengers inappropriately or aggressively. y Unresponsiveness to cabin crew or captain’s instructions. y Violating published and stated rules (smoking in lavatories, unauthorized use of portable electronic devices). y Attempting to gain access to the flight deck. y Interfering with exits or emergency equipment. y Excessive alcohol consumption.

12.2.2 Response to Disruptive Passengers

280

Level

Description

Specific Examples

Response

Level 1

Passenger exhibits disruptive behaviour and complies with cabin crew request. No further action is required.

A passenger has started an argument with another passenger across the aisle. Their language and tone is inappropriate, you offer another seat so they are not near each other.

Your first response is to address the behavior and diffuse the situation and prevent escalation into something more serious. Indicate to the passenger the need to stop and comply with crew instructions.

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Level 2

Passenger is unresponsive to you and continues to be disruptive and does not follow instructions.

It has been determined that a passenger has been smoking for a second time in the lavatory. The senior cabin crew had instructed the passenger previously, that smoking was not allowed at any time on the flight and that the passenger must comply.

It is recommended that a written warning be given to the passenger stating the implications of continuing the behavior or disruptions.

Level 3

A level 3 incident can be described as any one or combination of the following:

The passenger shoves a crew member who approaches and punches another passenger trying to calm him down.

Certain situations may call for immediate restraint and diversion.

· Continuing Interference with Crew Duties after two previous warning. · Cabin crew or passenger is injured or subject to a serious threat of injury.

The Captain has ultimate authority on any security issue and the response required.

· Restraint device must be used to control the passenger to maintain the safety of the aircraft, crew and passengers. · Diversion or unscheduled landing is made. If you witness or are involved in an incident as cabin crew you will most likely be expected to complete a company document or provide a written statement. Proper documentation helps the airline and other authorities to understand the incident and the situation. This information is very helpful in the event that the perpetrators are brought to trial.

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It is also important to keep in mind that any incident could also be a diversion for another larger incident or an attempt to distract the crew. Cabin crew should be careful in maintaining the security of the flight deck door preventing unauthorized access to the flight deck and as a result continue to follow all procedures regarding access and entry to the flight deck, even in routine situations. Many airline cabin crew, training programs now also offer selfdefense training for cabin crew to protect themselves if attacked. Cabin crew will also receive training on the appropriate use of restraint devices in the event that an out of control passenger needs to be restrained. Restraint devices are kept in a secure location on the aircraft and should be used only with the approval and consultation of the Captain. All disruptive passenger incidents must be reported and appropriately documented according to company policy. If you witness or are involved in an incident as cabin crew you will most likely be expected to complete a company document or provide a written statement. Proper documentation helps the airline and other authorities to understand the incident and the situation. This information is very helpful in the event that the perpetrators are brought to trial. Below is an example of an incident report for a disruptive passenger:

Sample flight disturbance report to be filled out in case of an incident with a disruptive passenger.

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The following is an excerpt from the Tokyo Convention, Article 6, which refers to the Captains authority to protect the safety of aircraft, passengers and crew. Tokyo Convention - Article 6 (excerpt) 1. The aircraft commander may, when he has reasonable grounds to believe that a person has committed, or is about to commit, an offence or act on board the aircraft contemplated in Article 1 paragraph 1: Impose upon such person reasonable measures including restraints which are necessary; (a) to protect the safety of the aircraft, or of persons or property therein; or (b) to maintain good order and discipline on board; or (c) to enable him to deliver such person to competent authorities or to disembark him in accordance with the provisions of this Chapter. 2. The aircraft commander may require or authorise the assistance of other cabin crew and may request or authorize, but not require, the assistance of passengers to restrain any person whom he is entitled to restrain. Any crew member or passenger may also take reasonable preventive measures without such authorization when he has reasonable grounds to believe that such action is immediately necessary to protect the safety of the aircraft or of persons or property therein. 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:

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y Airport Police or other specialised police agencies (SWAT Teams or Special Weapons and Tactics Team, Intelligence Agencies). y Military. y Specialist hostage release agencies. y Airport authority and airport management. y Airport aviation security units. y Fire and rescue services. y Medical and hospital services. y Crisis management teams. These agencies share the following common goals and strategies: 1. The safety of the passengers, crew, ground personnel and public are the most important. 2. To get the aircraft on the ground, and keep it there, in the event of an incident during a flight. 3. To detain and prosecute the perpetrators and to protect property.

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The agencies are called in for the following security related threats. 1. Violence against a person or aircraft 2. Unlawful use of a weapon, device or substance 3. Bomb Threats 4. Hijacking 5. Causing damage or destruction to an aircraft, or airport and navigation facilities

Progress Check 1. List the eight potential threatening behaviors towards cabin crew and passengers. 2. Members of cabin crew have ultimate authority on any security issue and the response required. TRUE or FALSE 3. Restraint devices are present and kept in a secure location on the aircraft. TRUE or FALSE

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4. For each scenario below, write in the level of response and explain what your best response would be. Scenario

Level

Response

Passenger appears to be under the influence of alcohol and during the flight is stumbling in the aisles and making irrational statements During flight a passenger runs up the aisle towards an aircraft exit and attempts to open the door in-flight. Passenger has been advised a second time to refrain from smoking while standing in the aisle. You see a woman leave the lavatory carrying cigarettes and matches. As you enter the lavatory you notice the smell of cigarette smoke and suspect that it was she. 5. List at least five of the eight agencies that support aviation security and provide assistance in time of threat. 6. List the three goals of these security agencies. 7. List three security situations that law enforcement and government agencies will respond to.

Answer Key 1. y

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Verbal harassment of crew or other passengers

y

Threatening to cause harm

y

Touching crew or other passengers inappropriately

y

Unresponsiveness to cabin crew or captain’s instructions

y

Violating published and stated rules (smoking in lavatories, unauthorized use of portable electronic devices)

y

Attempting to gain access to the flight deck

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y

Interfering with exits or emergency equipment

y

Excessive alcohol consumption

2. False 3. True 4. Scenario

Level

Response

Passenger appears to be under the influence of alcohol and during the flight is stumbling in the aisles and making irrational statements

1

Have passenger return to his/her seat, offer water or something to drink. Encourage him/her to sleep or rest. Notify other cabin crew to and the purser to insure that alcohol is not served to the passenger for the remainder of the flight.

During flight a passenger runs up the aisle towards an aircraft exit and attempts to open the door in-flight.

3

Gain assistance from other cabin crew or passengers to restrain individual, notify captain.

Passenger has been advised a second time to refrain from smoking while standing in the aisle.

2

Provide written warning; advise purser and captain and implications of continued non-compliance. Continue to monitor the passenger during the flight.

You see a woman leave the lavatory carrying cigarettes and matches. As you enter the lavatory you notice the smell of cigarette smoke and suspect that it was she.

1

Check the smoke detector for tampering, verify that the cigarette or matches were not thrown into the trash or are smoldering anywhere in the area. 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. Notify purser of actions and monitor passenger during flight.

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5. y

Specialised police agencies with jurisdiction

y

Military

y

Specialist hostage release agencies

y

Airport authority and airport management

y

Airport aviation security units

y

Fire and rescue services

y

Medical and hospital services

y

Crisis management teams

6. y

The safety of the passengers, crew, ground personnel and general public are the most important.

y

To get the aircraft on the ground, and keep it there.

y

To detain and prosecute the perpetrators and to protect property.

7. y

Violence against a person or aircraft

y

Unlawful use of a weapon, device or substance

y

Bomb Threats

y

Hijacking

y

Causing damage or destruction to an aircraft, or airport and navigation facilities

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.

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12.3 Cabin Crew’s Role in Aviation Security LESSON OVERVIEW

Lesson Learning Objectives Upon completion of this lesson you should be able to: •

Explain the role and responsibilities of the cabin crew in maintaining strict security measures as required in the aviation industry.

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 aviation industry must complete training to recognize a potential threat and respond appropriately to minimize harm to people and damage to property. It is essential that all employees in the aviation industry be aware that they can be used, without their knowledge, to gain access and information to airports and aircraft. For this reason, everyone is personally responsible for strictly following all security measures to a high level. 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 Do not leave your luggage unattended. y Keep security badges, IDs, passports and any keys or codes in your possession at all times. y Challenge or ask someone to present identification if they are in areas of the airport that require security clearance and they are not displaying an ID badge. This also pertains to anyone who has access to the aircraft. Verify that the ID picture matches the person and that it has not expired. y Take proper care of securing property like company manuals and uniforms so they do not wind up in the hands of someone with the intent to do harm.

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y Be alert to comments and conversations of others around you in an airport or on the aircraft or as you travel that may suggest a threat. y Be alert for unusual carry-on items - unusual equipment, heavy equipment, liquids or other dangerous goods items. y Know and follow your airline’s security procedures and guidelines in responding to threats in the cabin. 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).

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Progress Check 1. What are the two reasons for all employees in the aviation industry to complete security training? 2. Information, documents and training techniques can be shared with anyone you know. TRUE or FALSE 3. List the 8 tasks you can do to protect yourself and your passengers and help you fulfill your role and responsibilities as a member of the cabin crew.

Answer Key 1. y y

Recognise a potential threat. Respond appropriately to minimise harm to people and damage to property.

2. False 3. y

Do not leave your luggage unattended.

y

Keep security badges, IDs, passports and any keys or codes in your possession at all times.

y

Challenge or ask someone to present identification if they are in areas of the airport that require security clearance and they are not displaying an ID badge. This also pertains to anyone who has access to the aircraft. (Verify that the ID picture matches the person and that it has not expired).

y

Take proper care of securing property like company manuals and uniforms so they do not wind up in the hands of someone with a goal to do harm.

y

Be alert to comments and conversations of others around you in an airport or on the aircraft or as you travel that may suggest a threat.

y

Be alert for unusual carry on items - unusual equipment, heavy equipment, liquids or other dangerous goods items.

y

Know and follow your airline’s security procedures and guidelines in responding to threats in the cabin.

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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.

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13.0 Introduction to Airline Catering and Food Service MODULE OVERVIEW

Module Learning Objectives At the end of this Module you will become familiar with: •

Airline catering and the food service provided on flights.

The cabin crew has an important role in an airline’s image and creating the customer experience. Service delivery during a flight must meet the standards of quality and delivery as designed by airline management. This module gives you a basic understanding of how airlines provide food services on board as well as understanding the role of airline catering companies. It will also give you general knowledge about 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.

13.1 Airline Catering LESSON OVERVIEW

Lesson Learning Objectives Upon completion of this lesson you should be able to: •

Explain the functions that airline catering companies provide and how they fulfill their functions.

•

Explain why airlines use food caterers.

•

Describe the conditions in which catering companies work.

•

Identify the key catering companies and the organisation that most of them belong to.

As cabin crew you will be expected to provide passengers with inflight food and beverage services. It is important that you understand who actually prepares the food, for example, currently most airlines are relying on catering companies to provide the meals for in-flight food services. In this lesson you will be introduced to airlines caterers and the conditions in which catering companies work.

13.1.1 Food Service in the Airline Industry Today, in-flight services vary widely from multi-level services on international and charter flights to low cost carriers who offer a beverage and small packaged snack. Some airlines have a mix of these levels of service depending on the market, the length of flight and the time of day. Specialty charter flights and private jets generally offer a very enhanced service geared toward the customer and their desires. Catering and food service has some unique changes in the post 9/11 cost cutting environment. The added weight associated with food service (hundreds of pounds of food, trolleys, refrigeration 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

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offered in economy class. This approach is a means to stay competitive with the increasing cost of doing business and yet still offers customers food service for purchase. Airlines and airline catering companies try to find unique, healthy, tasteful food options that will entice the passenger to buy. They hope to avoid having the customers become upset about having to purchase their meal. 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 have food service or catering managers that oversee and work directly with the catering companies by establishing the menus, and overseeing the preparation. They oversee to make sure that the standards of quality and hygiene are met. They also ensure the packing and delivery standards and the final product meets general expectations. Catering contracts are very detailed and provide quality assurance checks for the food, equipment and delivery along with strict guidelines for cost control and billing. Creating a tasteful and visually appealing airline meal has its challenges. A meal that is prepared and served on the ground does not always resemble one that is served in the air at 30,000 feet. Cabin pressure, humidity and temperature all have an effect on food. Food preparation is more challenging in the air because food can often become too hot and must be monitored by cabin crew closely to avoid overcooking. A new simulated aircraft cabin has been designed to assist in meal development and testing in catering kitchens on the ground, otherwise airlines have to “test” meals by actually taking them up in flight.

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Airlines usually have a system in place with their caterer for “bank meals” – this is a supply of trays and meals that can be boarded at the last minute due to changes in the passenger load from the original final count. (Final meal counts may be taken and meals prepared up to 24 hours before a flight). While catering companies are to provide enough supplies for a flight, in the case of massive operational delays, reroutes or cancellations it may be impossible for the caterer to have enough meals readily available. Smaller airports or catering kitchens may not have adequate supplies or staff for major last minute changes. You may encounter the occasional situation where your flight may depart without enough meals for everyone on board, and this usually applies to shorter domestic flights. As cabin crew you will have the challenge of handling these difficult situations. Your airline will often provide something tangible for you to offer to the customer as an apology such as mileage credits, travel credits or perhaps vouchers for a meal within an airport. You can also be creative and use surplus meals from other classes of service on the flight. Interesting websites ITCA Information on members, new developments in this sector, research and fact information – www.ifcanet.com http://www.doco.com/Englisch/airline_catering_eng.htm http://www.gategourmet.com/797.asp http://www.airlinemeals.net/ (Great visuals and information)

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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.

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13.3 Galleys and Equipment Familiarisation LESSON OVERVIEW

Lesson Learning Objectives Upon completion of this lesson you should be able to: •

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.

As cabin crew you will be providing some level of beverage and/or food service to the passengers. It is important that you become familiar with the galley and all of the galley equipment since you will be expected to operate the equipment. During the cabin crew certification training course you will learn how to operate the equipment. In this module you will learn about galley equipment and the necessary check procedures for the equipment and supplies.

13.2.1 The Galley The aircraft galley is home to a variety of equipment, including the equipment necessary for food services. Duties and procedures will require verification that equipment is in good order and that the trolleys, food and supplies are properly sealed and accounted for once they have been catered. Basic Galley Equipment Terminology 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.

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Coordination of the timing for service provided to the Flight Deck should be discussed in advance. It is recommended that the captain and first officer do not eat the same type of meal to avoid the remote possibility of incapacitation from a food borne illness. The appropriate timing and coordination for cabin crew to consume meals should also be discussed during the briefing so that service in the cabin is not interrupted and so that passengers are not left unattended. Cabin crew should not consume meals or beverages in front of passengers. Delivery Sheet: Document provided by the driver or delivery person of the catering company to the senior cabin crew. This should match the specifications of the catering order. Discrepancies should be noted so the airline is not charged for goods and services that were not provided. Dry Stores Kit: Sealable container that contains “dry supplies” and extras that may be needed during the flight. These are created according to airline specification and will vary according to the service offered. It includes cocktail napkins, salt and pepper packets, sugar packets, coffee and tea bags, spare cutlery and cocktail stirrers, etc. Latch: Locking mechanism used to restrain galley equipment. Liquor Kit: Sealable container used to store liquor bottles, wine and beer. Meal Trolley: Cart in which meals are stored - meal tray set-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. Waste Containers: Non-removable compartment with liner used to collect waste.

13.2.2 Pre-Flight Galley Check One of the duty positions on the cabin crew is responsibility for the galley. Depending on the size of the aircraft there may be multiple galleys with different levels or types of services in each. Therefore, there may be more than one cabin crew assigned to this task. The person assigned to this area is generally in charge of conducting a pre-flight galley check. They often receive the catering as it is boarded on to the aircraft and make sure that it is delivered within the security requirements and that the catering order matches the delivery sheet. This means making sure that the correct equipment, food and supplies are all delivered.

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During pre-flight checks the cabin crew verifies that: 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 Verify correct positioning of circuit breakers in the galley. Circuit breakers should not be reset without conferring with the flight deck in advance. y All storage compartments closed, latched and secure with primary and secondary latches in place. (Certain stowage areas will have two latches, generally for trolleys. Ensure these are tight and remain in place when pressure is applied). y Floors clean and dry. y Waste compartments or trash compactors empty and functioning. y Any non-functioning galley equipment should be documented and tagged as inoperative so that it is not inadvertently used compromising safety of the user or of the aircraft. For example, if a brake does not work on a trolley it cannot be properly secured in the aisle or if an oven is not functioning properly it should not be used to avoid possible fire or further electrical issues.

13.2.3 Delivery and Loading of Catering Services It is important that there is good communication between the caterer and the cabin crew during delivery of supplies to the aircraft. The senior cabin crew acts as the coordinator and supervises the delivery. It is important that the cabin crew understand the type of service being offered during the flight and what is being delivered to ensure the aircraft catering order and actual delivery match. The cabin crew assigned should be present to validate the following: y Equipment and items are placed in the proper location. (This will vary by flight, aircraft type and other factors, your crew training will instruct you on these specifics). y Food is protected against heat, dust and insects during loading.

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y The time interval between when the food was removed from refrigeration and the time loaded on the aircraft is within an acceptable limit. y In the event of a delay, appropriate measures have been taken to prevent food spoilage. y Needed items have been boarded – if you have a passenger count of 100 and only 80 meals – there is a problem and by identifying it immediately the senior cabin crew can take action to correct the issue. Take special care to note if special meals have been delivered and marked appropriately. y Issues or concerns should be documented and brought to the attention of the senior cabin crew.

13.2.4 Security Procedures Aviation security requirements also outline specifics to ensure that catering security procedures are enforced and monitored. This is to prevent smuggling of items into catering equipment or tampering with food that could ultimately impact the safety of the flight, passengers and crew. Catering Security Regulations require: y Access control to the catering unit. y Proper identification and background checks of staff with access to the catering facility and the aircraft. y Security supervision during food preparation to ensure food is not tampered with or items hidden within setups and trolleys. y Security check of all catering supplies. y Security supervision and check of catering vehicles prior to loading. y Supervised sealing and locking of individual trolleys and containers or security supervision of loading and sealing the catering truck once all items have been loaded. Specially designated airline personnel are required to be on board to receive the catering on to the aircraft. Most kits and catering supplies will arrive with a plastic or wire-locking device that contains a series of numbers. Cabin crew will verify seal numbers and inventory all contents. Your airline will provide specific training in regard to these practices and how they are incorporated into your duties.

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13.2.5 Types and Codes for Special Meals Passengers may request a special meal for their flight. This is generally when they make the reservation. While some passengers request special meals as an unspecific preference, others request special meals to follow strict dietary requirements or religious practices. Cabin crew should be familiar with the terms and characteristics for special meals to be able to identify them and respond to passenger requests. Meal codes and definitions have been standardised thru IATA recommended practice. As cabin crew you should be familiar with the codes and the general characteristics of each meal. Meal Codes and Definitions Code/Description

Characteristics

BBML —

Usually commercially prepared foods are boarded. These can include strained fruits, vegetables, meats and desserts. Some airlines provide a standard baby food pack; other airlines have the caterer board the jars of baby food.

INFANT/BABY FOOD

BLML — BLAND/SOFT MEAL For stomach/intestinal problems. If a soft texture or low fibre/ residue diet is desired, specify under SPML code.

Low fat food items — low in dietary fibre/residue. Omission of foods or beverages causing gastric discomfort. Omit highly seasoned foods not well tolerated.

Guidelines

Avoid fried foods: use moist heat, dry heat or boiling cooking methods. Omit black pepper, chilli powder, and highly seasoned foods. Omit “gassy” vegetables: those from the onion and cabbage family. Omit caffeine containing beverages and decaffeinated coffee. Eliminate alcohol.

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CHML — CHILD MEAL Children’s meals are generally available for children aged 2 years and older.

Children over the age of 5 can generally eat a regular passenger meal, however, some airlines allow for specific hot entrees to be ordered, i.e. hamburger, or a cold entrée, i.e. peanut butter and jelly sandwich.

Meals should consist of soft, easy to chew foods with the inclusion of some finger foods (carrot sticks, hand fruit, cheese, crackers, etc.). Foods should be easily identified. Several food items in individual 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. Milk should be provided. Avoid nuts, seeds, hard candy, highly seasoned foods, rich sauces and whole grapes.

DBML — DIABETIC MEAL

Increased complex carbohydrates; high fibre; low fat; calories approx. 2000–2400 in 24-hour period.

Do not fry foods. Use lean meats.

Alternate Names

Use low fat dairy products.

Sugar-free;

Use high fibre foods whenever possible: fresh fruits and vegetables and wholegrain breads and cereals.

Hyperglycaemic; Hypoglycaemic;

Canned fruits must be water packed or in their own juices. Use unsweetened fruit juices.

Carbohydrate restricted/low carbohydrate; No sugar added

Use polyunsaturated fats. Omit any items with high fructose, sorbitol, mannitol, sugar or zylitol. Specialised, commercially produced diabetic products and sugar substitutes are acceptable. FPML —

No additives;

FRUIT PLATTER MEAL

Fruit to be supplied subject to local availability.

Prepared fresh fruit or tinned unsweetened fruit.

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Orange segments, ruby red grapefruit, melon, fig and strawberry.

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GFML — GLUTEN-FREE MEAL Alternate Names Gliadin-free; Non-Tropical Sprue; Ceoliac disease; Wheat-free; Gluten-restricted.

Eliminate all foods prepared with wheat, rye, barley and oats. All labels must be examined for contents. Individuals sensitive to the above foods can suffer gastrointestinal problems if they consume any foods containing these grains. Do not give any food to a passenger where the ingredients cannot be verified by the manufacturer’s label.

Products containing starches made from arrowroot, corn, potato or rice starch, corn, potato, rice or soybean flour, gluten free bread mix are allowed. Corn tortillas, rice cakes allowed. Cereals: wheat, rye, barley, oats, and products containing any one of these cereals are strictly forbidden. Desserts: must be made with allowed ingredients. Check labels. Milk and milk products are not allowed. Fats/salad dressings: check labels on commercial products made with milk as they may contain gluten stabilisers. Meats: avoid breaded meats. Check prepared meats, sausages, cold-cut for fillers. Avoid products with HVP or TVP (hydrolysed or texturised vegetable protein). Sauces/Soups: check commercially prepared product labels. Check soup base/sauce labels. Sauces/soups should not be thickened with any form of wheat starches. Vegetables allowed: avoid breaded vegetables or those with sauces. Fruits allowed. Check label if using fruit filling.

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GFML —

Miscellaneous: avoid most condiments; always check labels. May contain stabilisers or hydrogenated vegetable protein.

GLUTEN-FREE MEAL (cont’d)

Note 1: Special gluten-free products will not be suitable for wheat free diet if wheat is listed as an ingredient. Note 2: An increasing number of gluten-free passengers may also have lactose intolerance. HFML — HIGH FIBRE MEAL Alternate Names High Residue; High Roughage. HNML — HINDU MEAL

Includes foods containing a combination of water-soluble and water-insoluble fibre (fruits, vegetables, high fibre cereal products, legumes/pulses, nuts). No beef, veal or pork should be used; lamb, domestic fowl, fish and milk products are allowed; prefer spicy foods; curry. Note: If a vegetarian Hindu meal is requested, an AVML (Asiatic/Indian Vegetarian Meal) can be used as a substitute.

KSML — KOSHER MEAL

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All foods should be prepared and served according to Jewish Dietary Laws. Many caterers purchase prepared food products from approved sources.

Emphasise high fibre wholegrain breads and cereals, raw fruits and vegetables, legumes/pulses, and nuts.

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LCML — LOW CALORIE MEAL Alternate Names

Increased complex carbohydrates/high fibre; low in fat; calories approximately 1200 in 24-hour period.

Calorie-restricted, weight Loss/Reduction.

Use lean meats; do not fry foods. Use low-fat dairy products. Use high fibre foods whenever possible: fresh fruits and vegetables and wholegrain breads and cereals. Canned fruits must be water packed or in their own juice. Use unsweetened fruit juices. Avoid added fats, oils and sugar in food preparation. Use polyunsaturated fats. Use specialised, commercially produced low-calorie products and sugar substitutes. Avoid gravy, sauces, and rich desserts.

LFML — LOW CHOLESTEROL, LOW FAT MEAL Alternate Names Fat-free; Fat restricted; Gall bladder diet; Low saturated fat.

Increased complex carbohydrates/high fibre; low fat; low dietary cholesterol; polyunsaturated fats.

Use lean meats and skinless chicken; do not fry foods. Use poaching, steaming, broiling, roasting cooking methods. Omit rich dairy products, desserts, pastries, and bakery. Avoid processed meats and cheeses. Use high fibre foods whenever possible: fresh fruits and vegetables and wholegrain breads and cereals. Avoid added fats and oils in food preparation; use vegetable or olive oil to spray to prevent sticking. When fat must be used, use mono or polyunsaturated oils, i.e. olive, peanut, canola, safflower, sunflower or soybean. Use low fat dairy products.

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Omit gravies, sauces. Omit high cholesterol foods: egg yolk, offal (kidneys, liver, sweetbreads, tripe, heart, etc.) prawns, shrimp, squid, fish roe, caviar, lobster, crab, etc. Use polyunsaturated margarine.

LPML — LOW PROTEIN MEAL Alternate Names Protein restricted.

Low protein; restrict foods containing high biological value protein (meat, fish, eggs and dairy products); avoid highly salted foods; do not use salt in food preparation.

Meat/protein portions need to be weighed carefully because protein is limited in each meal. Servings of breads/starches, lentils, nuts and vegetables are limited somewhat due to their protein content. Fruits, fats/salad dressings and condiments i.e. sugar, honey, jam, syrup can be used liberally. Avoid using salt in food preparation. Avoid highly salted foods: smoked, salted, cured, or canned meats, soups, gravies, bouillon cubes, sauces, processed cheeses, items in brine (strong saline solution/ marinade used to flavour and preserve, i.e. pickled meats/ vegetables/sauerkraut) and salted nuts.

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Limit Soya products. Note: Vegetarian meals cannot be substituted for low protein meals.

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LSML — LOW SODIUM, NO SALT ADDED MEAL Alternate Names Low salt; No added salt; Restricted sodium.

No salt is used in food preparation; highly salted foods are omitted; minimum sodium content.

Use only low sodium breakfast cereals. Use salt-free margarine. Omit salt substitutes, MSG, stocks, bouillon cubes, commercial soups, sauce mixes. Omit cured, smoked, salted or canned meats or fish. Omit items in brine (saline solution/marinade used to flavour and preserve, i.e. pickled meats/vegetables/sauerkraut). Omit processed cheeses; use low sodium cheeses in moderation. Avoid bakery products using self rising flour or baking soda. Avoid most condiments, i.e. ketchup, mustard, BBQ sauce, soy sauce, Worcestershire Sauce, seasoned salt. Avoid canned vegetables; use fresh whenever possible. Liberal use of pepper, herbs, spices, vinegar, lemon and lime juice, saltfree seasoning mixes. Avoid olives, anchovies, gravies, sauces and dressings. Minimise use of bread. Note: Avoid use of garlic/onion/celery salts; however garlic/onion/celery powders are allowed.

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MOML — MOSLEM MEAL

NLML — NON-LACTOSE MEAL Alternate Names Lactose-free, Dairy-free, Milk-free.

No pork or pig by-products allowed; no gelatine; no alcohol allowed; check flavouring extract labels for alcohol content; Halal produced meat/poultry must be obtained from approved sources only, if this is not possible a Moslem meal can be substituted with a VLML (Lacto-ovo) or SFML (Sea food) meal; white meat fish allowed only from species with scales, this is regarded as Halal; milk is allowed.

Use of fresh vegetables/meats/poultry recommended. Milk/beverages: omit all milk, yoghurt, cheese, ice cream, sherbet, puddings; read all labels. Breads/starches: omit all prepared mixes, such as muffins, biscuits, some breakfast cereals (check labels). Avoid any bread containing milk, cream, butter, cheese, etc. Desserts: check all labels of commercial products. Meats/fish/eggs: avoid any items creamed or breaded. Check labels for any non fat milk solid fillers. Avoid omelette, crepes, and scrambled eggs, which may contain milk, cream, and butter. Fats: check all margarine, peanut butter or salad dressing labels for milk product or fillers. Fruits and vegetables: allowed are all fresh, canned and frozen that are not

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processed with lactose. No breaded or creamed vegetables (check labels). Miscellaneous: avoid commercial soups (check labels), avoid chocolate, toffee, butterscotch, caramels, some instant coffees, and sugar substitutes. Soy beverages can be supplied as a substitute for milk. Coffee creamers must be made from non-dairy ingredients, check label for sodium caseinate.

ORML — ORIENTAL MEAL PRML — LOW PURINE MEAL Alternate Names Purine-restricted (meal with low uric acid content).

Meat, poultry, fish based spicy oriental-style main course. Minimum content of purine; fats are moderately restricted; liberal use of fruits and vegetables.

Omit offal (kidneys, liver, sweetbreads, tripe, heart, etc.), anchovies, sardines, meat extracts, gravies, shrimp, mackerel, fish roe and eel. Omit whole milk; use skim or low-fat milk. Omit dried legumes/pulses and lentils. Omit meat bouillon, broth, consommé, soups made with meat stock base. Omit baker’s and brewer’s yeast. Use of minimum quantities of poached poultry or lean fresh water fish allowed.

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SFML — SEAFOOD MEAL SPML — SPECIAL MEAL

VLML VGML AVML RVML – VEGETARIAN MEALS Passengers may request vegetarian meals for religious, health, economic or political reasons; environmental considerations; humanitarian issues. The many different types of vegetarian meals have been consolidated into several categories. These are: (lacto-ovo) (non-dairy) (Asian) (raw) Western Vegan Asiatic/Indian Raw fruits/ vegetarian vegetables Strict/pure Lacto-ovo vegetarian No meat/fish, No animal products, No dairy/egg Note: Any other special vegetarian meal requests should be noted under SPML code with requirements clearly specified.

Fish and/or seafood prepared according to local specifications. “Special Meal” requirements not covered by specific code (to be followed by details). SPML should be used for any special meal request for which there is not a specific code; allergy/medical requirements must include specific details of ingredients to be included/avoided; some airlines may choose to use this code for ordering very limited special service requirements. Vegetarians are classified into several main groups. Lacto-ovo vegetarians: eat no meat or meat products of any type; no fish, fowl or products with lard or gelatine. Dairy products and eggs are permitted. Cheese should be of the vegetarian type without rennet whenever possible. Vegan or pure vegetarians: eat no meat or meat products of any type; no fish, fowl or products with lard or gelatine. Dairy products, eggs and honey are not permitted. Asiatic/Indian vegetarian meals are spicy vegetarian combinations, which may include limited use of dairy products.

Vegetarian diets are restricted in certain nutrients. To ensure adequate nutrition, high protein foods and foods rich in iron and calcium need to be included. Protein foods include: milk, cheese, yoghurt, eggs, lentils, beans, and tofu. Sources of iron include: dried peas, beans, lentils, spinach, wholegrain products, dried apricots, egg yolks. Calcium rich foods include: mustard greens, kale, broccoli, navy beans, tofu, dried figs, almonds, sesame seeds (ground or in paste), almonds, brazil nuts, pistachio nuts. Note: Many of the protein and calcium-rich foods listed above cannot be used in a VGML.

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Raw Vegetables: combination of raw fruits and/or vegetables. Some vegetarians also incorporate restrictions on other foods and beverages such as alcohol, caffeinated beverages, highly processed foods and foods that are grown or processed non-organically or with certain additives or preservatives.

Progress Check 1. Fill in the empty boxes: CODE

FULL NAME

CHARACTERISTICS

LSML

Increased complex carbohydrates/high fibre; low fat; low dietary

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cholesterol; polyunsaturated fats.

Vegetarian Meals

KSML

Hindu Meal

Children over the age of 5 can generally eat a regular passenger meal, however, some airlines allow for specific hot entrees to be ordered, i.e. hamburger, or a cold entrée, i.e. peanut butter and jelly sandwich.

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2. Explain what these words mean: WASTE TROLLEY

LIQUOR KIT

DELIVERY SHEET

CREW MEALS

Answer Key 1. LSML

Low sodium meal

LFML

Low cholesterol, low fat meal

VLML VGML AVML RVML

Vegetarian meals

No salt is used in food preparation; highly salted foods are omitted; minimum sodium content.

Vegetarians are classified into several main groups. Lacto-ovo vegetarians, Vegan, Raw vegetable and Asiatic/Indian.

KSML

Kosher meal

All foods should be prepared and served according to Jewish Dietary Laws. Many caterers purchase prepared food products from approved sources.

HNML

Hindu meal

No beef, veal or pork

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should be used; lamb, domestic fowl, fish and milk products are allowed; prefer spicy foods; curry. CHML

Child meal

Children over the age of 5 can generally eat a regular passenger meal, however, some airlines allow for specific hot entrees to be ordered, i.e. hamburger, or a cold entrée, i.e. peanut butter and jelly sandwich.

2. Waste Trolley: Removable cart containing one or more lined inserts used to collect waste. Liquor Kit: Sealable container used to store liquor bottles, wine and beer. Delivery Sheet: Document provided by the driver or delivery person of the catering company given to the airline. Crew Meals: On long flights or according to standards provided by your airline, crew meals may be boarded.

Lesson Summary You are now able to: y Identify basic galley equipment technology. y Conduct a pre flight galley check. y Understand the steps involved when receiving catering services. y Follow proper security procedures. y Understand the acronyms and definitions for meal codes.

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13.3 Service Types and Levels LESSON OVERVIEW

Lesson Learning Objectives Upon completion of this lesson you should be able to: •

Describe different types of services offered by airlines.

•

Differentiate between a OneStep 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.

There are many different levels of service available. Although many commercial airlines provide only beverage service, there are still many occasions that a flight will have several levels of service. This is usually dependent on the duration of the flight and the class of travel. This section describes the different levels of service available during different types of flights.

13.3.1 Service Levels The actual service that is provided to today’s airline customer varies widely. Service levels vary by type of airline, type of aircraft, market, length of flight, and competition of markets. Your cabin crew training provides you with all the skills and information related to the types and levels of service provided by your airline. It is important to follow these standards to maintain the image of the airline and to offer a consistent and quality product. Prior to each flight, your senior cabin

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crew will review service levels and expectations for the flight to ensure the service flows smoothly and everyone is working together. Low cost carriers generally offer one class of service. The tangible service will most likely be a beverage service with select beverages, soft drinks and cocktails, wine or beer for a nominal fee. In some cases, beverage service may be the only service offered because of flight time, type of aircraft or time of day the flight operates. This service can be offered from a trolley or individual orders may be taken, prepared in the galley and then delivered to the passenger via a tray. A small packaged snack (nut mix, chips or snack bar appropriate to time of day) may be offered with the beverage, although some commercial airlines may even charge for these in economy class. International flights or transcontinental flights offer a meal service and generally all commercial airlines offer meal services in first and executive class. Charter and other private aircraft often offer a very enhanced service or a service that is geared toward the exclusive customer and what they desire. On domestic flights, some airlines may not offer a meal or may charge the passenger for any meal offering they may have.

13.3.2 Types of Meal Service On flights in which meals are offered, there are different ways the meal may be presented. Here again the involvement and level of detail will vary based on the airline, the market (where the flight is traveling to and from), the time of day, and other factors. One-Step Meal Service In economy class, the meal (often called “casseroles”) is heated in the oven and then placed on preset trays in a meal trolley, some meal choices may also be cold or chilled offerings and already pre set on the tray. The meal is then presented in its entirety to the customer and includes a salad/appetizer, hot entrée, bread and dessert. A beverage trolley or beverage service accompanies this type of presentation.

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Multi-Step Meal Service This type of service is offered in first, business and executive classes, and on international flights. It is also offered on many charter and private airlines. The service is broken down into presentations and courses. In some cases some of the following steps may be combined or eliminated based on time of flight or time of day: y Beverage/cocktail service y Orders are taken for course preferences y Table/tray setting with linen, silverware, water and wine glass, salt and pepper y Appetiser presentation (with wine and bread) y Entrée presentation (refills of wine, seconds of bread, water and other beverages) y Cheese, wine and port presentation y Dessert coffee and liqueurs presentation Variations on this type of service include combining the cheese and dessert trolleys and a less involved service for breakfast service. Flights of longer duration may even offer two meal services depending on flight length, market and time of day. The second service is usually lighter and more of an express or combined multi step presentation. Some longer international or transcontinental flights may also offer an “express meal” or mid-flight service. Many business and frequent travelers appreciate an “express meal” which allows them to eat at a time they prefer so they can work or sleep as needed without having to sit through an involved multicourse meal presentation. Mid-flight presentations are also common wherein small selections of fruit, finger sandwiches, cookies, and chocolates may be offered or set up for passengers to serve themselves during the flight. Airlines provide very specific training regarding their in-flight service and presentation standards. Manuals or service guides with pictures are often provided to aid the cabin crew in setup, plating and presentation. To maintain the airlines image and offer a consistent and quality product, It is important that cabin crew adhere to the standards and delivery methods as outlined in their cabin crew

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training and in their service delivery manuals. This also helps everyone keep to one standard and ensure meeting the passenger’s expectation.

Progress Check 1. Describe the service available on low cost carriers. 2. Describe the service you would receive on an international flight. 3. List the steps involved when servicing a transcontinental flight.

Answer Key 1. Beverage service with a possible snack option 2. Full meal including appetiser, desert and wine 3. y

Beverage/cocktail service

y

Orders are taken for course preferences

y

Table/tray setting with linen, silverware, water and wine glass, salt and pepper

y

Appetiser presentation (with wine and bread)

y

Entrée presentation (refills of wine, seconds of bread, water and other beverages)

y

Cheese, wine and port presentation

y

Dessert coffee and liqueurs presentation

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Lesson Summary You are now able to: y Differentiate between services offered on low cost carriers and international or transcontinental flights. y Differentiate between a One-Step Meal Service and a Multi-Step Meal Service. y Explain the importance of following service delivery standards and procedures as outlined in your cabin crew training and service delivery manuals.

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13.4 Food and Service Hygiene LESSON OVERVIEW

Lesson Learning Objectives Upon completion of this lesson you should be able to: •

Identify the three main factors that contribute to food borne illnesses.

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Identify the most common types of food borne illnesses.

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Identify the steps that cabin crew can take to avoid spreading or contracting food borne illnesses.

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Describe the procedures you should follow if a passenger or crew member becomes ill because of suspected food borne illness.

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 is done because how you handle food has a direct impact on the health and welfare of the crew and passengers. You will need to have a clear understanding of what the factors are in causing food borne illnesses and how to avoid them. You will also need to respond properly in the rare event that a passenger or crew becomes ill as a result of having eaten contaminated or spoiled food. Basic Food Hygiene As cabin crew you must take the responsibility of the cleanliness and sanitation of your food service very seriously. Although millions of passengers and crew travel by air, the actual incidence of food borne illness is very small because of the diligence of airlines, caterers and suppliers in following strict guidelines for food storage, preparation and delivery. Cabin crew are an important link in the chain of maintaining those standards and ensuring the food served in-flight has been prepared and handled with the utmost care. Although rare, food poisoning can make a person seriously ill. In addition to the direct impact on people’s health and welfare, illnesses caused by food poisoning are costly and may result in fines, lawsuits and damaged reputations. 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. Different types of food borne disease will cause different symptoms. However, since the organism or toxin enters a person’s body through the intestinal tract, the first symptoms are usually nausea, vomiting, abdominal cramps or diarrhea. Additional symptoms may appear and a person’s condition may worsen depending on the type of illness or contamination. People in higher risk health categories may also experience more sever reactions and complications. For instance, infants, pregnant women, immune compromised persons, elderly persons or those on medication may experience more sever symptoms. The incubation period before symptoms appear may range from hours to days depending on the type of organism or microbe that has been ingested. In many cases, someone experiencing food borne

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illness may be ill from something other than the food or beverage served on the flight. As with any medical situation on board, cabin crew will gather and report as much information as possible about what might be causing the 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. Cabin crew should be cautious as they consume food when traveling. It is important that you recognise food that may not have been prepared or handled properly and avoid consuming it to avoid becoming seriously ill on a trip or layover. There are 3 main factors that contribute to food borne illness (FBI). They are: 1. Time and temperature abuse: •

Improper hot or cold holding.

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Improper cooking temperature.

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Improper cooling methods.

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Improper reheating.

2. Cross contamination: •

Hands are the number one cause of cross contamination leading to FBI.

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Food surfaces not being washed and sanitized between use.

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Raw food stored above cooked food.

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Contaminated cleaning cloths, misused side towels or sponges.

3. Poor personal hygiene

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Failure to wash hands before contact with food.

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Working while ill.

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Coughing or sneezing on food.

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•

Scratching, touching sores, cuts or other contaminated areas and then touching food.

There are several steps that cabin crew can take to prevent food borne illness. These are: y Following the prescribed guidelines of your airline’s uniform and grooming standards to keep both your body and uniform clean at all times. y Keeping the galley clean. Even if a single cabin crew is assigned to galley responsibility it is everybody’s job to make sure it is sanitary and tidy. This includes keeping galley countertops, stowage drawers and working utensils clean. y Keep soiled items (cups, trays) separate from clean items at all times. y Do not sneeze or cough over working surfaces, utensils or food. y Wash hands frequently and before the initiation of meal and beverage services. y Do not handle food or contact surfaces if you have a cut or wound that is not completely protected buy a waterproof bandage that is firmly secured (bandages can be found in first aid kits). Seek medical assistance or advice if in doubt. y Avoid hand contact with food; use the utensils that are provided. y Do not touch rims of glasses or place fingers on the surface of plates when serving. For example, wine glasses should be held by the stem. y Do not touch your hair or face during food preparation and service. y Ensure appropriate refrigeration by following prescribed procedures. For example, if refrigeration trolleys are available make sure they are turned on or if dry ice is used to keep food cold do not remove it from units or trolleys until the appropriate time to begin food service preparation. y If a passenger becomes ill during the flight and food poisoning is suspected offer care and follow company procedures for documentation with appropriate medical and in-flight report forms. y If a foreign object or insect is found in a meal, document it and watch for insect presence in the aircraft or galley. In addition, report it to the senior cabin crew.

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Airlines have specific procedures in the event that a passenger of crew becomes ill during flight with suspected food poisoning. There are some procedures that are common to all airlines. y The senior cabin crew and captain should be notified and a medical incident form should be completed. y Follow your airlines training in handling the care for someone experiencing these symptoms. y It is also important to always gather as much information as possible and complete the appropriate documentation for the incident. Interesting websites: http://www.foodsafety.gov/~fsg/fsgprobs.html http://www.healthline.com/galecontent/illnesses-foodborne#Prevention World Health Organization: http://www.who.int/mediacentre/factsheets/fs237/en/

Progress Check 1. 3 factors that contribute to FBI are: a) Time and temperature abuse b) Altitude c) Cross contamination d) Personal hygiene e) All of the above 2. What measures can you take to prevent FBI? 3. Whose responsibility is it to keep the galley clean and why is this important?

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4. Match the term with the correct definition 1. Botulism

A. A bacteria found in the intestines of birds, reptiles and mammals. Eating raw poultry, eggs, meat and unwashed fruit can spread this FBI.

2. Salmonella

B. A certain type bacteria that lives in the intestines of mammals. Humans become ill when they eat food contaminated by the feces of animals infected with this organism.

3. E.Coli O157:H7

C. It grows in sealed containers where there is little or no oxygen.

5. Describe the procedures you should follow if a passenger or crew member becomes ill because of suspected food borne illness

Answer Key 1. a, c, and d 2. Keeping your body and uniform clean, keeping the galley clean, avoid hand contact with food, follow all company procedures if there is a problem, etc. 3. Even if a single cabin crew is assigned to galley responsibility it is everybody’s job to make sure it is sanitary and tidy. Keeping the galley clean can help prevent spreading of FBIs. 4. 1c, 2a, 3b 5. y

The senior cabin crew and captain should be notified and a medical incident form should be completed.

y

Follow your airlines training in handling the care for someone experiencing these symptoms.

y

It is also important to always gather as much information as possible and complete the appropriate documentation for the incident.

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Lesson Summary Hygiene is very important in preventing food borne illness. We must therefore be aware of how these illnesses are caused and what our role is in preventing them.

MODULE SUMMARY Now that you have completed this module you should understand how airlines provide food services on board as well as understand the various functions of airline catering companies. You should also have a general understanding of food hygiene and sanitation, specifically how food borne illnesses spread and how to prevent them from doing so. Finally, you should be familiar with the different tasks you will be asked to perform as a cabin crew member and the different levels of service that exist on various types of flights. After completing the progress checks you should be familiar with the key areas of importance and be able to identify a variety of different concepts related to meal services and servicing. To prepare for the final exam, complete the progress checks found at the end of each lesson several times. You know you are ready for the final exam when you are able to perform the actions listed in the module and lesson objectives.

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GLOSSARY OF FREQUENTLY USED AIRLINE TERMS ABLE BODIED PASSENGER Person who is physically and mentally able to assist the cabin crew in the event of an emergency. ABORT Emergency procedure when an aircraft is stopped because there is danger in continuing. To cut short or end a pre planned aircraft maneuver (i.e. aborted take off or aborted landing). AED (AUTOMATIC EXTERNAL DEFIBRILLATOR) An AED is 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. This shock, called defibrillation, may help the heart to reestablish an effective rhythm of its own. AILERONS A movable surface at the trailing edge of each airplane wing. They provide roll control and work opposite each other – when one goes up the other goes down and this provides the aircraft with the capability to turn either left or right. 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. AIR TRAFFIC CONTROL (ATC) The official authority in charge of the safe, orderly, and expeditious flow of air traffic in-flight or operating in the area of a runway. AIR TRAFFIC CONTROLLER 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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AIR TRANSPORT INDUSTRY 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 When an aircraft is free from contact with the ground and is supporting itself in the air. AIRCRAFT MAINTENANCE LOGBOOK A continuous written record of all maintenance discrepancies and corrections, documented by the captain, first officer, cabin crew and maintenance department. This document must remain with the aircraft at all times. AIRCRAFT NUMBER (aircraft registration, tail number) Combination of letters and numbers used to identify an aircraft. It must be displayed on the aircraft and is generally found on the aft fuselage or near the tail of the aircraft. All ICAO countries require that aircraft over a certain weight must be registered with a national aviation authority. 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 The speed of an aircraft relative to the speed of the air that it is moving through. The actual speed of the aircraft traveling through the air, measured in knots (nautical miles) or kilometers per hour. AIRWAY A controlled pathway or corridor of a flight, like a “highway in the sky”.

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AIRWORTHY The conditions for safe flight; an airworthiness certificate is issued by government authorities to indicate that an aircraft and its systems meet standards for safe operation. ALTERNATE AIRPORT An airport other than the one originally scheduled as the destination airport. The alternate airport is used in the event that the aircraft cannot land at the original destination, usually due to weather. ALTIMETER An instrument in the cockpit that shows the altitude (height above sea level) of the aircraft. ALTITUDE Measurement of the aircraft in-flight above sea level. Cabin altitude is the altitude being maintained inside the aircraft cabin through pressurization. For instance, an airplane may be flying at altitudes over 10,000 metres but must maintain a cabin altitude under 2400 metres to provide an environment that allows adequate oxygen for a person to breathe. APPROACH PHASE Final portion of the flight when the aircraft is about to land. Also referred to as initial approach and final approach. When an aircraft is on “final approach” it is in direct line with the runway for landing. ARMED To prepare an exit for operation in an emergency. When an armed exit is opened, a slide or slide raft will automatically deploy and inflate allowing passengers and crew to use this as a means to exit the aircraft quickly. ARRIVALS Passengers enter this area as they leave the aircraft where they will encounter immigration, customs and baggage claim. AUTO PILOT Part of the automatic flight control system, controls the primary flight controls as designated by the pilot, i.e., used to maintain a heading or altitude.

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AUXILIARY POWER UNIT (APU) Auxiliary Power Unit (APU) is an alternate power plant located in the tail and is used to provide internal power while the aircraft is on the ground. AVIATION The science and practice of flight and airplanes. Aviation is grouped into three broad classes: Commercial, General and Military. BAGGAGE CLAIM A place at the airport terminal where passengers locate and retrieve their luggage. BANK When a pilot turns an aircraft. It is achieved when the wing is raised or lowered. This is also referred to as “roll”. BEVERAGE TROLLEY Contains cocktail and beverage supplies used for beverage service delivery, also known as the liquor cart. BIDDING The process by which flight attendants select the flight schedule or vacation they prefer. All flight attendants submit their bids or preferences, and the bids are awarded to the flight attendants in order of flight attendant seniority. BLOCK IN When blocks are placed at the aircraft wheels upon arrival or parking of the aircraft. BLOCK TO BLOCK (BLOCK TIME) The time from removal of the blocks at flight departure to placement of the blocks at flight arrival. 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.

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BOARDING - (To)BOARD The process of enplaning (or loading) passengers onto the aircraft. BOARDING PASS The ticket given once a customer has checked in. It tells the customer the seat, gate assignments and departure time. It must be presented by the passenger in order to board the aircraft. It contains the following information: customer name, flight number, date, class of service, seat number, departure and arrival information, and any special requests (meal, wheelchair assistance, etc.). BOARDING STAIRS Steps used to enter or leave an aircraft. The stairs are a moveable unit that is placed at the aircraft door when an aircraft does not have access to a jetway at the terminal. Airline personnel also use these stairs when the aircraft is being maintained in a hangar or at a remote location. BRACE POSITION A protective position minimises the forces of an impact increasing the chances of survival. Cabin crew, assume a brace position for every take-off and landing based on the location of their jumpseat and the direction it faces. Passengers are instructed on appropriate brace positions during an emergency. The command Bend Over, Stay Down is an example of a brace command that may be used in an unplanned or unprepared emergency. BRIEFING A pre-flight briefing is a meeting conducted prior to the flight by the captain and/or senior cabin crew with entire crew giving a general overview of what is expected during the flight (safety, weather, delay, etc.). Briefings may also refer to meetings between the crew and other airline personnel or authorities following an incident or other situation where information must be gathered or shared. BULKHEAD A partition separating the different areas of the aircraft. BUREAU DE CHANGE An office or location where money can be changed from one form of currency to another. CABIN The interior of the aircraft where passengers are seated.

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CABIN ATTENDANT/CABIN CREW/FLIGHT ATTENDANT Staff who care for passengers on board the aircraft and maintain safety and service during flight. CABIN LUGGAGE/CABIN BAGGAGE/CARRY ON Small handheld pieces of luggage that passengers are allowed to take on board. CALL LIGHT A light signaling the cabin crew to respond to a passenger’s needs, usually located above the passengers’ seats, or on the armrest. 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 The shipment of goods in the baggage compartment of the aircraft; this is often an additional source of revenue for the airline. CATERING Food, beverages and galley supplies brought to the aircraft for a flight. Catering or Commissary also refers to the department responsible for handling all food, beverages and supplies. CHARTER FLIGHT A revenue generating flight that is not operated on a regularly published schedule. Charter flights are “contracted for carriage” of a large group of passengers or freight to meet a party’s special needs. 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 Switches that automatically interrupt the flow of electrical current to the aircraft and are located in a panel. The main panel of circuit breakers is located in the cockpit. Some galleys will also have circuit breakers.

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CLIMB The ascent of an aircraft just after take-off until and until the aircraft levels off at its cruising altitude. COCKPIT (FLIGHT DECK) The area of the aircraft where all the controls and navigational equipment to fly the aircraft are located. It is where the pilot and copilot sit. COCKPIT VOICE RECORDER (CVR) Records conversations within the cockpit on an aircraft. Useful when investigating incidents and accidents. COMMERCIAL FLIGHT A regularly scheduled flight carrying passengers and/or cargo. CONFIGURATION Interior seating and cabin arrangement of an aircraft. CONTROL TOWER An airport building where air traffic controllers can oversee and direct aircraft movement. CONTROLS (INSTRUMENTS) The mechanical and hydraulic devices used by the pilots to fly the aircraft. CO-PILOT or FIRST OFFICER The person assisting the captain during a specific flight. The CoPilot or First Officer sits in the right hand seat in the cockpit. (Right hand seat as you face the cockpit from inside the aircraft). CPR (Cardiopulmonary resuscitation) An emergency first-aid procedure used to deliver oxygen-carrying blood to the heart and brain in a person whose breathing and heartbeat have stopped. CUSTOMS Authority in a country responsible for collecting taxes on imported merchandise or merchandise brought in from outside that country. This authority is also responsible for processing the flow or people, animals and goods including personal property and hazardous materials in and out of their country. They work to prevent smuggling and prevent forbidden goods from entering or leaving the country.

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CUSTOMER SERVICE AGENT (also referred to as Passenger Service Agent) Staff that assists with the passenger and operational related functions of an airline, at the airport. CREW MEMBER A qualified individual assigned by an air carrier to perform specific duties in an aircraft. Can refer to pilots or cabin crew. 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 A term that refers to a schedule of assignments in sequence of one or more duty periods (working days) that begin and end in one’s domicile. CROSS CONTAMINATION The transfer of undesirable elements from one surface to another such as bacteria and virus. CRUISE To fly at a constant altitude with a power setting, which provides optimum speed and fuel economy. DANGEROUS GOODS ACCIDENT An occurrence related to the transport of dangerous goods by air that results in fatal or serious injury to a person or major property damage. DANGEROUS GOODS INCIDENT An occurrence related to the transport of dangerous goods by air that results in injury to a person, property damage, fire, breakage, spillage, leakage or fluid or radiation of other evidence that the integrity of the packaging has not been maintained.

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DEADHEAD Term used to refer to positioning or relocation of staff or equipment. A member of the crew may be required to travel to or from a location as a non-working crew for the purpose of going to or returning from a flight assignment. The term also refers to movement of empty equipment to another location - catering equipment and carts are often "deadheaded" from one location to another to accommodate inventory or supply needs. DEBRIEF A meeting following an event that requires authorities to get information about what happened, what procedures were used and what could have been done differently. Depending on the situation it may also involve advice or counseling. It is mandatory after an accident or critical incident. DECOMPRESSION Loss or reduction of cabin pressure or altitude within the aircraft. (may be slow or rapid). DE-ICE Removing ice from the wings of the plane with pneumatic boots or chemicals. DEPARTURE LOUNGE (GATE AREA) Area where passengers wait before boarding the aircraft DEPLANE/DISEMBARK Term used to denote passengers leaving the aircraft. DESCENT Downward path of an aircraft. DISPATCH The department responsible for providing specific information to the cockpit crews, such as, flight plans, weather reports and other important information regarding the flight. These personnel require special training and licensing. DITCHING A forced landing of an aircraft on water.

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DIVERSION When a plane is not allowed to land at its destination and is directed to land elsewhere, usually because of weather. DOMICILE (BASE, CREW BASE) Location where crewmembers trips originate and end. Airlines base or domicile the crew in cities where they have largest number of flights arriving and departing. For instance, your domicile may be Amsterdam and your trips will be scheduled to begin and end at Amsterdam Schiphol International Airport. DOWNLINE Any location other than your domicile. DUTY A tariff or tax paid on imported or exported goods. DUTY FREE Goods sold at ports or airports that are free of government taxes and customs duties. Some countries have allowances of how much duty free merchandise a person may bring back into their country. These restrictions usually apply to liquor, wine, tobacco, perfume, jewelry and other gifts and souvenirs. DUTY FREE CART OR DUTY FREE KIT A cart or compartment that contains merchandise for sale which is duty free to passengers during the flight; this service is offered on international flights. DUTY TIME The period of time while you are at work. On duty refers to the period of time that you are working, off duty refers to the time when you are not working. ECONOMY CLASS The least expensive seats in an aircraft, in the US it is referred to as Coach Class. ELEVATORS Elevators are mounted on hinges on the aft portion of the horizontal stabilizer. Elevators control the up/down attitude of the aircraft. Together, with the horizontal stabilizer, the elevators aid in climbing, descending and level flight.

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EMERGENCY BRIEFING CARD Card or pamphlet kept in the pocket of an aircraft seat that gives safety instructions. EMERGENCY EQUIPMENT CHECK The act of checking the serviceability and location of emergency equipment on the aircraft prior to flight departure, this check includes checking the galleys, lavatories and an aircraft security check. EMERGENCY LANDING Sudden or unplanned landing because of an emergency. ENROUTE Along the way to a destination. ESTIMATED FLIGHT TIME The overall general flight time between two points (the point of departure and the point of arrival). ESTIMATED TIME OF ARRIVAL (ETA) The time at which a flight is expected to arrive at the destination. ESTIMATED TIME OF DEPARTURE (ETD) The time at which a flight is projected to depart from a particular city. E-TICKET Electronic ticket is a digital form of a reservation. A passenger is issued a receipt from a machine or via email that contains a record locator or reservation number that confirms a booking or reservation. This information is available on the computer at the check-in counter and the passenger presents this confirmation number upon check in and is issued a boarding pass. It eliminates the need for a paper ticket. E tickets offer greater flexibility for airlines by eliminating manual tasks to process and account for paper tickets. EQUIPMENT The type of aircraft that an airline flies. EVACUATION Emergency deplaning of passengers using all available exits.

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EVACUATION SLIDE (SLIDE) Inflatable slide or chute that inflates automatically in the event of an emergency that allows passengers to slide to the ground. It is usually part of the door of an aircraft. F Letter used on a ticket or in a reservation to designate First Class service or fare. FERRY FLIGHT To fly a plane from one point to another without passengers onboard 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 Term referring to pilots. FLIGHT DATA RECORDER A device that records aircraft performance parameters. It is an aid to study air safety issues, material and jet performance and is also used in aircraft accident analysis. 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 Official number given to a commercial flight. FLIGHT PATH The direction of an aircraft in the air. FLIGHT PLAN Detailed document completed by the captain prior to every flight. It includes the planned routing, flying time, altitude and amount of fuel on board and an alternate airport if the plane is unable to land at the original destination airport.

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FLIGHT RELEASE A required verification by a qualified release officer that the flight meets certain requirements such as: the pilot in command is qualified, the passengers on board are legal to be on board, the specific aircraft and timeframe in which the flight is to be operated. This information must be confirmed before the flight can operate. FLIGHT SCHEDULE The timetable showing all flights of an airline, and their scheduled departure and arrival times. FORWARD The area toward the nose or the front of an aircraft. FURLOUGH An indefinite layoff from employment to do loss or reduction of business. FUSELAGE The main body of an aircraft but not including the wings and the tail. GALLEY The area on the aircraft where food and beverages are stored and prepared. GATE The exit in the departure lounge that leads to the aircraft. GROUND POWER UNIT (GPU) A portable unit attached to the plane when on the ground that provides power to the aircraft when the engines or Auxiliary Power Unit are not operating. GROUND SPEED This is the speed of the aircraft in relation to the ground, which is the sum of the airplanes actual airspeed plus or minus the wind speed and current weather conditions. GROUND TIME Period of time an aircraft and/or crew spend on the ground between flights.

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HANGAR A building where aircraft are sheltered and serviced by maintenance personnel. HEADWINDS Wind blowing directly toward the airplane’s nose, decreasing the ground speed. HEIMLICH MANEUVER The Heimlich Maneuver or Abdominal Thrusts is a first aid procedure used when a person has an obstructed airway or is choking and cannot breathe. HOLDING (HOLDING PATTERN) When an aircraft has to wait in the air for landing clearance and fly in a “holding pattern” circling around the airport. This is usually due to weather or heavy air traffic during arrival at the airport. HUB (HUB and SPOKE) This is the base or homeport of an airline. Passengers will fly in from other airports to this hub to connect with other aircraft to get to their destinations. IMMIGRATION Official point of entry to a country, where the visas and passports of crew and passengers are checked. IMMIGRATION AUTHORITY Agency that monitors persons entering or leaving the country by validating appropriate documentation to allow entry to the country or to forbid entry to the country. The immigration authority has the right to forbid entry into the country because of missing documentation or because the person is a possible threat. In some countries Immigration is a separate agency from Customs. INBOUND Those passengers or flights coming into an airport. INBOARD Means a position closest to the center of the aircraft. INTERLINE When a passenger travels and connects to a different airline to reach a destination.

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INTERMEDIATE STOP (TRANSIT) Any city where a flight stops between its originating and terminating points. INITIAL OPERATING EXPERIENCE (IOE) A required amount of time a newly hired crewmember must fly with a check airman or person qualified by the airline to observe performance of duties during flight. 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 When an aircraft touches down on the runway after a flight or returns to the ground. LANDING CARD Form completed by passengers and handed to immigration upon arrival in a country. LAYOVER To a passenger this term refers to the time between flights at an airport. To an airline cabin crew this term refers to the time they are off duty at a city other than their domicile. In regards to crew, a layover period is the amount of time that separates two on-duty periods within a pattern or assignment. The layover station or city refers to the actual location of where you are off-duty for their rest period. For example, if a cabin crew arrives in Paris at 1800 and departs the next day at 2100, the layover period is 27 hours and the layover station is Paris.

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LEG Term used to refer to the in-flight portion of a journey to a destination. LIQUOR CART, LIQUOR KIT OR WINE CART OR WINE KIT A cart or compartment that contains liquor and wine that will be used during the flight for service. Depending on the class of service in which it is being used, the contents may be complimentary to the passenger or the Cabin Crew may be required charge for the selection made by the passenger. MANIFEST List of passengers and cargo. MANUAL (INFLIGHT HANDBOOK, INFLIGHT MANUAL) A handbook issued by the airline to the cabin crew. It contains all the regulations and procedures that are to be followed. It covers topics from emergencies, medical situations and service. The airlines and regulatory agencies require you to carry certain information contained in the manual with you at all times while on duty so that you have a reference. You will also be required to insert revised pages outlining new or changed procedures as required by your airline. MINIMUM CREW REQUIREMENT Civil aviation regulations specify the minimum number of cabin crew that must be on board the aircraft if it is operating a scheduled service. (This rule does not pertain to ferry flights). In general the requirement is based on the number of passenger seats and number of aircraft doors. NARROW-BODY This is a single-aisle aircraft. In general, this refers to a smaller aircraft but some single-aisle airplanes such as the 757 are “stretched” or long and are configured to accommodate up to 200 people. NAVIGATIONAL LIGHTS Coloured lights on the wing tip to indicate the direction of flight. Also referred to as a position light. The light on the left wing tip is red and the right wing tip is green. A person can tell which direction an aircraft is flying by those two lights.

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NO SHOW Can refer to a passenger who reserves a seat on a flight but does not check in or travel OR it can refer to a member of the cabin crew who fails to report for a flight assignment. NON REVENUE PASSENGER A person traveling on a free or service charge only ticket. Airline employees traveling as part of their benefits are referred to as nonrevs or pass riders. NOSE Front end of the aircraft. OFFICIAL AIRLINE GUIDE (OAG) A publication containing all airline routes, schedules and airport information. ON THE LINE Term used to refer to active cabin crew working a schedule. When and individual completes training and begins working as cabin crew they are considered “on the line”. OUT AND BACK or TURN The scheduled pairings of one or more flights that return cabin crew to his/her home base on the same day. OUTBOARD Refers to the position furthest from the center of the aircraft. OUTBOUND Refers to a flight or passengers departing from an airport. OVERHEAD LOCKERS (OVERHEAD BINS) Compartments installed above the seats in an aircraft that are used by passengers to place their belongings including carry-on luggage. PA Public address system used to make announcements. PASSENGER (PAX) Person traveling and is often referred to in shortened form as PAX. PASSENGER LOAD Total number of passengers on the aircraft.

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PASSENGER SERVICE UNIT or PSU Located above the passenger seats, it contains all or part of the following: Reading lights, air outlets, oxygen outlet, cabin crew call button, emergency oxygen mask and No Smoking and Fasten Seat Belt signs. PASSPORT A formal document issued by a government that identifies the holder as a national or citizen of that country. This document allows the holder to enter and pass thru other countries at the request of the issuing country. It allows for legal protection abroad and the right to enter the person’s country of nationality. It contains the holder’s photograph, signature, date of birth and nationality. Over time, the League of Nations, United Nations and ICAO have issued guidelines of standardization for the layouts and the features of passports. These are seen in the passports of today. PER DIEM Money earned while away from base to cover expenses. PIC Pilot in command. PILOT A certificated airman qualified to operate the controls of an aircraft in flight. PRESSURISATION The process of pumping air into the fuselage to maintain the atmospheric conditions inside the aircraft the same as those on the ground. Pressurization occurs at 2400 meters. PORT A term used to refer to the left hand side of the aircraft. (Also referred to as aircraft left). POSITIVE SPACE A confirmed reservation or guaranteed seating, which may or may not be a revenue passenger. For example, those cabin crew who are deadheading are considered “positive space” as they must have a seat to get to their assignment.

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Airline Cabin Crew Training

Aviation Training Programme

PUSHBACK The act of pushing the aircraft backwards away from an airport gate using ground equipment like a pushback tractor or tug when there is limited room for the aircraft to turn or move backwards under its own power. PURSER The person who is in charge of the cabin crew. Some airlines refer to this position as Lead or #1 or Senior Flight Attendant. The purser is responsible for coordinating the crew and their duties, completion of paperwork and international customs documents. Often this position requires additional training or qualification by an airline including service, conflict resolution and company procedures and other management skills. QUARANTINE When humans or animals are kept away from others to reduce the spread of disease. RADAR Radio signal system used to identify the position and speed of objects or weather when they cannot be seen. RAMP (APRON, TARMAC) The paved area on the field side of the terminal building where aircraft are parked to load and unload passengers. RAMP SERVICE AGENT A person who handles and loads the aircraft with luggage and cargo. RANGE Refers to the distance an aircraft can fly carrying maximum weight without refueling. RECOMMENDED PRACTICE Any specification that includes, physical characteristics, configuration, materials, performance, personnel or procedures. The application of the recommended practice is recognized as desirable in the interest of safety, regularity or efficiency of international air navigation but is not necessarily required. RECURRENT TRAINING Yearly training which flight crew and cabin crew must attend to maintain their qualification.

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REPORT TIME (SHOW TIME) 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 Refers to customers who has paid a fare for air transportation. ROOT The part of the wing attached to the fuselage. ROSTER (CREW LIST) List of the scheduled crew for a flight. RUDDER ASSEMBLY Mounted on hinges on the aft portion of the vertical stabilizer; it aids in compensating the left or right turning tendencies of the aircraft. Together the rudder and vertical stabilizer control yaw (the fishtail like action of the aircraft). RUNWAY The specially prepared concrete surface used for take-off and landing, usually aligned so aircraft can take off into the wind. SCHEDULE FLIGHT TIME The total projected time of a flight from take-off to landing. SEAT ASSIGNMENT Specified seats assigned to passengers at the time they check in prior to boarding. SEATBELT EXTENSION Extension belt used for larger passengers that attaches to a regular seatbelt. SECURITY CHECK A point in the airport where all passengers, crew and airport personnel will be screened before boarding a flight or gaining access to the gate area.

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Airline Cabin Crew Training

Aviation Training Programme

SERVICE FLOW The direction in which cabin service is performed. SILENT REVIEW Time during take off and landing in which cabin crew focus on their emergency procedures and steps to responding to an incident. It provides an opportunity to focus on safety and observation and not be distracted by conversation during this critical phase of flight SLATS Work in conjunction with wing flaps to provide lift. Slats are mounted on hinges on the leading edge of the wing. Slats are retracted in the climb phase and extended during the descent phase. SLOT Refers to the pre-arranged time that a flight is scheduled to take off, fly and land at the next destination. SPECIAL MEAL Meals that meet dietary requirements. Passengers request special meals for religious reasons, health requirements or personal preferences and are ordered in advance of a flight. Some types of special meals include kosher, vegetarian or children’s meals. SPOILER Spoilers are like speed brakes. Spoilers are used during the decent and landing phases at which time they "pop up" increasing and drag dramatically. Spoilers are located just forward of the trailing edge topside of each wing. STANDARD Any specification for physical characteristics, configuration, material, performance, personnel or procedure. The application of a standard is recognised as necessary for the safety or regularity of international air navigation. STAND-BY PASSENGER A passenger who does not have a confirmed reservation, but arrives at the airport with the hope of being accommodated at departure time. Non-revenue travelers are also considered stand by. STARBOARD A term used to refer to the right side of the airplane. (Also referred to as aircraft right)

Glossary

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Aviation Training Programme

STOW To place articles in a safe, secure place for take-off and landing. TAIL ASSEMBLY or EMMPANAGE Consists of the vertical stabilizer, the ge rudder, horizontal stabilizer, and vertical elevator. TAILCONE Cone shaped section of the tail of certain aircraft. It can be released in an emergency to provide an additional means of escape. (Generally found on DC-9 and MD-80 type aircraft). TAILWIND Wind blowing directly at the back of the aircraft and increasing its ground speed. TAKEOFF The act of the aircraft lifting from the runway. TAXI The movement of an aircraft on the ground while operating under its own power. TAXIWAY The pavement that connects the ramp and the runway. TELEPHONY SPELLING ALPHABET The common name for the NATO phonetic Alphabet, which is a form of code used in the aviation industry that aids in communication. Code words are assigned to letters of the English alphabet to spell out parts of a message or call signs that are critical or might be hard to recognize with voice communication. TERMINAL BUILDING A building at the airport where passengers check-in, depart or arrive from a flight. TERMINATING STATION The city where a flight makes its last stop for the day. THROUGH PASSENGER A person continuing on through an intermediate stop to a further destination.

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Aviation Training Programme

TICKET A coupon or series of coupons issued by an airline that confirms a passenger’s reservation and allows them to board the aircraft. TIP The edge of the wing that is farthest from the fuselage. TOP OF CLIMB The point at which the aircraft has reached its cruise altitude. TOP OF DESCENT The point at which the aircraft is preparing to descend. TRAILING EDGE The rearmost section of the wing. TRANSIT PASSENGER A person continuing on a flight through an intermediate (transit) stop, and is also referred to as a “through-passenger”. TURN TIME Refers to the amount of time between an arrival and an aircraft’s next flight. Used by staff to reference how much time they have to “ready” the airplane for the next flight. TURN-AROUND (TURNS, OUT AND BACK) Term used by cabin crew to describe a type of trip that departs and returns to a domicile in the same day. TURBULENCE Random or erratic airflow that causes uneven flight (a bumpy ride) UNACCOMPANIED MINOR (UM) A child traveling without an adult. VERTICAL STABILISER This is a part of the vertical tail structure of an airplane and provides directional stability much like a shark’s dorsal fin works in the water. This is on the aft topside part of the fuselage and is the tallest feature on the aircraft.

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VISA Document issued by a country giving a person the opportunity to request entrance to a country during a specified period of time and for a specified purpose. A visa does not guarantee admission to the country. Visa’s are generally attached into a passport or may be issued as a separate piece of paper. VIP Very important person or passenger, who usually requires extra attention and has special requests regarding their travel. WAKE TURBULENCE or WASH The disrupted air or turbulence caused by one aircraft in front of another. WEATHER Differences in air density caused by changes in air temperature, which in turn cause changes in atmospheric pressure. This creates air currents and wind. WEIGHT AND BALANCE A mathematical calculation done prior to the departure of a flight to assure aircraft stability and flight safety. It takes into account load factor (passenger, cargo, and fuel) and other conditions of the flight. WHEELS UP Refers to actual take-off time of the aircraft as it leaves the runway. WIDE-BODY AIRCRAFT A high capacity aircraft that has two aisles, for example, a 747 is a wide-bodied aircraft. WIND SHEAR A change in wind direction or speed that adversely affects the ability to fly the aircraft, which is often found with thunderstorms. Y The letter that designates Economy or Coach Class or service. YELLOW CARD International record of one’s vaccinations and immunisations against disease.

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Airline Cabin Crew Training