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customer care training

Customer Care Training

Customer Care training is an integral and vital part of any Flight Attendant Training program

 

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GENERAL INFORMATION

INTRODUCTION

The Airlines demand superior customer service. Our procedures are designed to be convenient and trouble free for our traveling public. It is important that all Flight Attendants become thoroughly familiar with the contents of this section. By being able to locate needed information, all employees can offer accurate guidance and consistent service to our customers.

In the following section, guidelines and procedures to follow are listed. However each Flight Attendant, through experience and skills acquired through training, may adapt certain procedures as necessary to meet the situations.

RACE, CREED OR COLOR

The Airlines provides equal services to all customers regardless of race, creed, or color. If a customer objects to riding with another customer because of race, creed, or color, he/she should be advised of the airline's policy and that airlines are required by law to carry all persons who comply with Federal regulations. The customer may be given the option of an immediate refund or making reservations on a later flight.

COMPANY IDENTIFICATION

All Airline employees are issued a photographic identification badge. Employees are required to have their badge ready for presentation when requested. In the event an employee's I.D. badge has been stolen or lost, a replacement badge will cost $50.00. If an employee changes bases or stations, his or her replacement badge will be issued free as long as the old badge is returned.

RECURRENT TRAINING

Each Flight Attendant is required to attend Recurrent Flight Attendant Training once during the twelve (12) month period following completion of Initial Training and once every twelve (12) months thereafter. Each Flight Attendant will be assigned a base month upon completing Initial Training.

Base months will remain the same each year. The only exceptions will be those Flight Attendants returning from maternity or medical leave of absence or any reason deemed necessary by management. In such cases, the Flight Attendant will be notified of a new base month assignment. It Is the Flight Attendant's responsibility to verify current Flight Attendant status.

TEST REQUIREMENTS

Each Flight Attendant is required to satisfactorily complete Recurrent Ground Training and a competency check. A competency check may include, but is not limited to, a written examination, evacuation drills on trainer, fire fighting drills, equipment proficiency check and CPR techniques.

Any Flight Attendant not considered by the instructor to have satisfactorily completed Recurrent Training for the second time will be dealt with on an individual basis at the sole discretion of management.

NON-DISCRIMINATION ON THE BASIS OF HANDICAP

The following information and procedures provide guidelines for compliance with regulation and accommodating the needs of our disabled customers.

Airlines carriage of disabled customers is governed by the Department of Transportation 14 CFR 382 - Nondiscrimination on the Basis of Handicap.

DEFINITION OF A DISABLED INDIVIDUAL

The definition of a disabled individual is any person who has a physical or mental impairment that substantially limits one or more major life activities.

PROHIBITION OF DISCRIMINATION

Airlines will not discriminate against any otherwise qualified handicapped Individual, by reason of such handicap.

Airlines will not refuse transportation to any qualified handicapped person whose appearance or involuntary behavior may offend, annoy or inconvenience crewmembers or customers.

Airlines shall not refuse to provide transportation to qualified handicapped individuals by limiting the number of such persons who are permitted to travel on a given flight.

TRANSPORTATION OF DISABLED CUSTOMERS COMPLAINT RESOLUTION OFFICIAL (CRO)

The CRO may be an Airport Service Agent, Supervisor, Assistant Station Manager, etc. who has received special training in this area. They will have the authority to resolve the complaint. Each station has trained CROs available during operating hours.

Anytime there is a question regarding the transportation of a disabled individual, or someone on board the aircraft wishes to file a complaint regarding the violator of DOT policies, the CRO should be contacted.

The Flight Attendant will:

  • Notify the Airport Service Agent
  • Notify the Captain
  • Fill out a Flight Attendant Report of Irregularity

The Airport Service Agent will:

Contact the CRO (the Airport Services Agent may be the CRO)

The Captain will:

  • Discuss any concerns discreetly with the CRO and "A" position Flight Attendant PROVISIONS OF EQUIPMENT

Airlines does not...

  • Provide oxygen, transport or accept customers requiring medical oxygen onboard. Accept incubators
  • Provide hook-up for a respirator to the aircraft electrical power supply. Accept a customer who must travel in a stretcher without proper notification from the Airport Service Agent/CRO.

Airlines generally will permit qualified handicapped customers using personal ventilators/respirators to bring and use their equipment, including non-spillable batteries, on-board the aircraft.

  

Wheelchairs

  • Wheelchairs are to be checked and placed in the cargo bin with regular bag tags. If disassembly is required for stowage, will reassemble and return it to the customer.
  • At no time may a customer be left unattended in a wheelchair or lift chair for more than 30 minutes.
  • Procedure for checking wheelchairs with a "Claim at Gate" tag.
  • Many customers wish to be boarded and deplaned in their own wheelchairs.
  • Must have a regular bag tag and a "Claim at Gate" tag.
  • Will be delivered to the jetway upon arrival at the destination.

Assistance Devices

Airlines permits disabled customers to stow canes, and other assistance devices on-board the aircraft in close proximity to their seat according to FAR 121.589. These devices are not considered carry-on items and do not count toward the customers two carry-on limit.

To stow an assistance device:

  • Under a row of connecting seats, flat on the floor and not protruding into aisle. Between non-emergency-exit window seats and fuselage.
  • Flat on floor not protruding into aisle.
  • Flat on floor of overhead bin.

ASSISTANCE ANIMALS

Airlines will permit dogs and other assistance animals used by disabled customers, to accompany the customers on a flight at his/her seat bastion choice unless the animal obstructs an aisle. The exception is the Emergency Overwing Window Exit row(s).

Station personnel may accept as evidence that an animal is an assistance animal by...

  • Presentation of identification cards
  • Other written documentation
  • Presence of harnesses or markings on harnesses
  • Tags
  • The credible verbal assurance of the qualified disabled customer using the animal.

Guide Dog

To assist the blind or visually impaired, recognized as a dog in harness.

Service Dog or Monkey

To assist paraplegic and quadriplegic customers, recognized as a dog in harness or a caged monkey.

Hearing Dog

To assist the deaf or hearing impaired, may wear a blaze orange collar.

GUIDELINES FOR ASSISTANCE ANIMALS

  • A dog should remain with its owner throughout the flight.
  • Do not be fearful in approaching assistance dogs, they are taught to accept strangers calmly.
  • While a dog is in a harness, they are considered working and should not be touched or petted.
  • Discourage children from touching or petting, while it is in his harness.
  • Assistance animals may not occupy a seat.
  • Service monkeys must remain caged and stowed under seat throughout the flight.

Boarding

With the exception of restrictions involving Overwing Window Exit row(s) seating, airlines cannot:

  • Require a disabled individual to occupy a certain seat.
  • Require a disabled individual to pre-board.
  • Require a disabled individual to sit on blankets.

Certain situations, however, necessitate the pre-boarding of select customers to allow them to be properly accommodated. If assistance is needed:

An Airport Service Agent is always available to assist pre-boarded customers to the aircraft.

An Airport Service Agent is also available for assistance in making flight connections and transportation between gates.

Flight Attendants should offer assistance to the Airport Service Agent when possible on boarding and deplaning the aircraft.

Flight Attendants should always introduce and identify themselves when offering assistance. Always ask if assistance is wanted as the person knows best the manner in which he can be assisted.

Seats equipped with moveable aisle armrests are located sporadically throughout the cabin to ease the seating process of disabled customers.

NOTE: The armrest must be in the down position for taxi, takeoff and boarding. In the possible event of an emergency evacuation, it is important to remember where your disabled customers are seated.

Prior to departure, Flight Attendants must, by regulation, individually brief on emergency procedures, those persons needing special assistance to move to an exit. Additionally, as appropriate to the situation, they must be briefed on smoking, seat belts, seatbacks/tray tables, 02 and flotation devices.

  • Where - appropriate exits
  • When - appropriate time
  • How - appropriate manner to assist customer

 

CABIN SERVICES

Flight Attendants WILL PROVIDE THE FOLLOWING CABIN SERVICE TO DISABLED CUSTOMERS:

  • Assistance in moving to and from seats
  • Assistance in preparation for eating (i.e., opening packages and identifying food) Assistance in moving to and from the lavatory
  • Assistance in stowing and retrieving carry-on items

FLIGHT ATTENDANTS ARE NOT REQUIRED TO PROVIDE EXTENSIVE SPECIAL ASSISTANCE OF THE FOLLOWING NATURE

  • Assistance with actual eating
  • Assistance within the lavatory
  • Assistance at the customers seat with elimination factors
  • Provision of medical services

Prior to landing...

  • Flight Attendant should inform the Captain of any customer who will require additional assistance at the next station.
  • Remind him/her of any wheelchairs needed.

3-MAN ASSIST

  • Used to assist movement to or from an on-board wheelchair.
  • Be sure that the red brake bar is down and in the locked position on the wheelchair and that the armrests are up.
  • Take high heels off.
  • Squat with knees bent and back flat.
  • Assume proper positions as described below.
  • Face head, eyes and chin toward the ceiling.
  • Person #1 should say "READY" (if you are not ready, please say "STOP") and then "1-2-3 LIFT".
  • All three will lift on this cue.
  • To transport once customer is in wheelchair, position arm rests down, secure with velcro strap and unlock brake.
  • After transport, return customer to seat using the 3-man assist, and store the wheelchair in accordance with procedures given in the Emergency Chapter.
  • Person #2 is the second tallest. Stand to one side of the wheelchair, place one hand under the customers thigh and the other on the customers lower back. Person #3 is the shortest. Stand In front of the wheelchair, wrap hands behind customers knees and grasp your forearms.

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