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customer care training

Customer Care Training

A theoretical approach to Flight Attendant Training carried out by major airlines and flight attendant training institutes

 

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CHILDREN

GENERAL INFORMATION

A child under age 2 may be guaranteed a seat only if the seat is purchased.

One adult(12 years or older) may not hold two (2) children under the age of two (2). One child must occupy a seat/child restraint system.

A child secured in a seat may need to be padded with pillows/blankets to ensure proper fit of the seat belt.

When assisting customers with lap children, keep in mind the number of oxygen masks in each PSU in the event of an emergency.

Child Under Age 2

Child has ticket

  • Child with a ticket is included in customer headcount.
  • Properly secured in a customer seat (padded with pillows as necessary) or in an approved child restraint system, in accordance with procedures in company policy.

Child does NOT have a ticket

  • Child without a ticket is not included in customer headcount, however, the Captain must be advised of "lap children."
  • Only one lap child is permitted per aircraft row.
  • Will be issued a Boarding Verification Document which provides accountability for the child.
  • May not be seated in an Emergency Exit Row.
  • May be held in the lap of an adult (12 years or older) occupying a seat. The seat belt must be secured around the adult only.
  • Properly secured in a customer seat (when available) or in an approved child restraint system, in accordance with procedures in company policy.

CHILDREN 2 YEARS OF AGE OR OLDER

  • Must be ticketed and occupy a customer seat.
  • A child may need to be padded with pillows/blankets to ensure proper fit of the seat belt. CUSTOMERS WITH SMALL CHILDREN AND INFANTS
  • Flight Attendants are never to carry children to or from the aircraft; however, customers carrying infants and traveling with small children should always be assisted with hand luggage.
  • A Flight Attendant may hold a child or infant if seated, never while standing.
  • Flight Attendants should advise customers with infants to give them a bottle while ascending and descending to keep the infant's ears open.
  • Inflight Careers will accept approved child restraint systems when the parent/ guardian/attendant has purchased a ticket for their use. Depending on the load factor, an approved child restraint system without a ticket may be accepted.

ACCEPTABLE CHILD RESTRAINT SYSTEMS

Car seats, booster seats or any other child restraint system with the appropriate labels in accordance with FAR 121.311.

Although two labels are required on car seats manufactured after February, 1985, the first is usually buried in a paragraph. It reads, "This child restraint system conforms to all applicable federal motor vehicle safety standards". "RED LETTERING" of the following statement on restraint systems for acceptance will clearly standoff.

  • THIS RESTRAINT IS CERTIFIED FOR USE IN MOTOR VEHICLES AND AIRCRAFT.
  • For those car seats manufactured between January, 1981 - February, 1985 refer to FAR 121.311 for appropriate label.
  • Acceptable foreign or United Nations child restraint systems can be found in FAR 121.311 in the FAR Chapter of the Flight Attendant Manual.

NON-ACCEPTABLE CHILD RESTRAINT SYSTEMS

  • Infant carriers
  • Safety belt extensions, commonly referred to as belly belts, that attach to the parent or parent's seat belt.
  • Vest and/or harness-type devices that attach to the parent's seat belt.
  • Any other child restraint system that positions the child on the lap or chest of an adult (i.e., snuggling).

PLACEMENT ON BOARD THE AIRCRAFT

  • Car seats, booster seats or other similar child restraint systems. Are to be placed in FORWARD-facing seats ONLY.
  • Will not occupy seats forward of , aft of or in the emergency exit row, including any aisle seat.
  • May be placed in a window or middle seat. If placed in a middle seat, it should not block a customer's movement to the aisle.

The parent is primarily responsible for:

  • Ensuring that the car seat is approved.
  • Ensuring that the child is the right size and weight for the car seat. Ensuring that the child is properly restrained in the car seat, and that the child is positioned (facing forward or aft) in accordance with the carseat manufacturer's instructions.
  • Ensuring that the car seat is properly installed in a forward-facing customer seat.
  • Ensuring that the car seat is free of any obvious defects and functions properly.

  

The Flight Attendant should check with the child's parent to:

  • Ensure that the above conditions have been met.
  • Ensure that the child appears to be properly restrained in the car seat.
  • Ensure that the car seat appears to be properly installed in the customer seat.
  • Infant carriers must not be confused with child restraint systems. They will not have "RED LETTERING," for approval. An infant carrier should be treated as carry-on baggage. An infant carrier should fit into the sizing box located in each gate area and must be stowed for takeoff and landing, but may be used during flight. Infant carriers are not FAA approved to be secured in a seat for takeoff and landing but, again, may be used during flight.

UNACCOMPANIED MINORS (UMs)-CHILDREN AGE 5-11

Carrying Unaccompanied Minors is a valuable sales tool, and a heavy liability. Legally, an Unaccompanied Minor who is accepted for passage is in custody until surrendered to those responsible for the minor's welfare at the destination. Airlines will accept Unaccompanied Minors between the ages of 5 and 11. UMs will be accepted for on-line transportation provided there is no change of aircraft.

Upon booking a reservation for an Unaccompanied Minor, customers will be advised that positive identification will be required from the party meeting the child at the destination.

At the Airport

The Airport Service Agent (ASA) will:

  • Ensure that "UM" paperwork is completely filled out and a "UM" button or other identifying equipment is attached to the UM.
  • Pre-board the UMs.
  • If a UM checks in after the boarding process has begun, the Airport Service Agent will escort the UM to the aircraft between boarding groups.
  • The ASA will not release the child until the "A" position Flight Attendant accepts and acknowledges the UM is onboard.

The "A" Position Flight Attendant will:

  • Accept the UM and alert other Flight Attendants of the UM including the seat location. UMs will be seated as far aft as practical.
  • The "A" Position Flight Attendant will retain possession of the UM paperwork throughout the flight.
  • Reassure the UM that the Flight Attendants are there to look after their needs.
  • Assist with carry-on luggage and brief the UM on emergency procedures. Ensure that their seat belt is securely fastened.
  • Provide an activity to help keep the UM entertained.

Inform other Flight Attendants:

  • How many UMs
  • Where seated
  • Destinations
  • When UMs are going to be deplaning, remind the flightdeck crew to radio the station during cruise flight to ensure assistance from that station.
  • Upon descent, the "A" position Flight Attendant will once again brief the other Flight Attendants on the number of UMs to be deplaned. This will ensure that all Flight Attendants are aware of the number and location of UMs to be deplaned.

Deplaning

The Airport Service Agent at the arriving station will:

  • Assist the Flight Attendants with the handling of UMs if:
  • Due to an excessive number of UMs, assistance is needed to avoid the outbound flight being delayed
  • The designated receiving party has not signed for the UM at the time boarding of the outbound flight commences.

The "C" Position Flight Attendant will:

  • Deplane the UMs after all other customers have deplaned. Never allow a UM to deplane alone!
  • Check the identification of the party meeting the child. It must be the same party as is listed on the paperwork.
  • A picture I.D. and the phone number given at the time the reservation was made must be presented.
  • Advise the "A" Flight Attendant of the U.M. status.
  • Ensure that the party meeting the child signs the paperwork.
  • After the receiving party has signed off, turn the paperwork over to the Airport Service Agent. If the receiving party is not at the destination:
  • The Flight Attendant will coordinate the handling of the UM with the Airport Service Agent. In case of irregularities such as reroutes or cancellations, when the destination has been altered:
  • The Flight Attendant will release the UM to the Airport Service Agent.

NOTE: Although the "C" Flight Attendant will deplane UMs, the "A" Flight Attendant retains ultimate responsibility for the care of the child. The "A" Flight Attendant must be advised by the "C" Flight Attendant of the child's status after being deplaned and released.
 

Flight Attendant Training program conducted by all airlines have these specialised subjects as part of their customer care training

CARRY-ON BAGGAGE POLICY

Number of Allowable Items

  • All customers will be restricted to two (2) carry-on items.
  • In addition to the two item limit, a customer may carry:
  • 1 ladies purse and/or
  • 1 personal size camera and/or
  • Outer garments (i.e. overcoats or raincoats)

Approved carry-on Items

Garment bag Brief case
Coolers/Styrofoam coolers Scissors
Suitcases (hard and soft) Approved Child Restraint
Bowling Balls Systems
Cameras Umbrellas
Infant Carriers Letter Openers
Personal Audible Alarms Pool Cues
Knitting Needles Camcorders
Darts Fishing Poles
Parachutes Horse Shoes
Infant Carriers Knives (blade under 4")
Golf Clubs Trade Tools
Cricket Bats Lap Top/Notebook Computers
Ski Poles Hockey Sticks

Items Not Allowed Onboard

The following items are considered dangerous and will not be allowed on the aircraft in carry-on baggage or otherwise:

  • Explosives/Ammunition/Flammable liquids
  • Knives (blade over 4")
  • Handguns/rifles - Including compressed air CO, powered weapons (unless in accordance with FAR 108.11)
  • Walking canes containing items listed above
  • Mace or tear gas containers/Pepper spray or any compressed gas Billy clubs or nightstick
  • Any hazardous material as defined and regulated by Title 49 of the Code of Federal Regulation.

Sizing Bins

Sizing bins are located at every station. Use of these sizing boxes will determine if an item can be carried onboard the aircraft.

Irregularly Shaped items

Irregularly shaped items that are slightly longer than the sizing box, but which would fit within the sizing box if not for their unusual shape, may be excused from the sizing box limitations as long as they can be accommodated on the floor or an overhead bin.

Scanning Point - Gate Area/Customer Boarding

Prior to boarding, the Airport Service Agent/CSA will attempt to scan the gate area to determine if bags need to be checked. When boarding, the Airport Service Agent will again scan bags. Sometimes, due to their responsibilities, things are missed.

The "A" Position Flight Attendant will have the ultimate responsibility for ensuring the proper stowage of all carry-on baggage.

General Guidelines for Stowage of carry-on Baggage

All Flight Attendants are responsible to ensure that the carry-on luggage is properly stowed in the overhead bins. Being in boarding position and truly assisting customers with their bags will help avoid unnecessary injuries and resulting lawsuits. Guidelines for stowing carry-on luggage are provided below.

  • In no case will carry-on baggage be stored in such a manner that it will interfere with access to emergency equipment, aircraft aisles, or exits.
  • You can politely encourage customers to place heavy or hard-sided items, such as computers, under the seat.
  • When placing hard-sided items in the overhead bins, ensure they are on the floor of the bin and remember not to stack briefcases.
  • When bins become "JAM PACKED", attempt to find another location and inform the customer of that location.
  • When a cooler is brought onboard, it must be secured as any carry-on item, under the seat or in an overhead bin. If a cooler contains ice, it is not to go into an overhead bin. Styrofoam coolers will not be checked, per Ground Operations.
  • When bags must be checked, deliver the bag to the Airport Service Agent for tagging and ensure that the customer gets their portion of the bag tag.

121.285 Carriage of cargo in customer compartments

(c) Cargo may be carried aft of a bulkhead or divider in any customer compartment, provided the cargo is restrained to the load factors in 25.561 (b) (3) and is loaded as follows:

  • (1) It is properly secured by a safety belt or other tie down having enough strength to eliminate the possibility of shifting under all normally anticipated flight and ground conditions.
  • (2) It is packaged or covered in a manner to avoid possible injury to customers and customer compartment occupants.
  • (3) It does not impose any load on seats or the floor structure that exceeds the load limitation for those components.
  • (4) Its location does not restrict access to or use of any required emergency or regular exit, or of the aisle in the customer compartment.
  • (5) Its location does not obscure any customers view of the "seat belt" sign, "no smoking" sign, or required exit sign, unless an auxiliary sign or other approved means for proper notification of the customer is provided.

Special Checked items

Items which are checked at the gate may require special tags other than ordinary destination tags.

Conditional Acceptance Tags

This tag is issued for items that will not fit on the aircraft because of contents or packaging. Airlines will not assume liability and requires a customer signature.

Claim At Gate Tags

This tag is designed for baby and medical equipment that is checked on boarding and must be resumed to the jetway upon arrival at the destination.

Ticketed Articles

Sometimes a customer will purchase their ticket and one for the transportation of a Ground Operations-approved article which they do not want to check as baggage. If this occurs, the article will be accepted as long as it meets the conditions set forth in FAR 121.285.

The items must be secured:

  • In a seat, with a seat belt or seat belt extension.
  • Aft of bulkhead or divider, starting window side (exception overwing window exit configuration).
  • Item does not restrict access to an aisle or exit.
  • Item does not block a Customers view of the "No Smoking", fasten Seat Belt" or "Exit" signs.
  • This article will also receive a Boarding card.
  • The purpose of the Boarding card is to provide accountability for all persons and occupied seats.
  • The Boarding card will be issued at the ticket counter or gate.
  • The Boarding card will be used for ticketed items approved by Ground Operations, i.e., musical instruments, big gifts, etc.

MISCELLANEOUS CUSTOMER GROUPS

PROCEDURES FOR HANDLING A CUSTOMER WITH A WEAPON

  • At the ticket counter, the customer will fill out and complete an Armed Individual Form (Federal Air Marshals traveling on mission status are exempt.)
  • The Airport Service Agent will escort the customer to the aircraft and give a copy of the Notice to Armed Individuals to the "A" Position Flight Attendant.
  • Notify the following on the number of armed customers and seat location of those customers:
  • The flightdeck
  • Other Flight Attendants
  • Other armed individuals
  • No alcoholic beverages are to be served to any customers carrying a weapon.
  • The "A" Position Flight Attendant will dispose of the Notice after the flight if the flight was uneventful.

DOCUMENTATION REQUIREMENTS:

If the customer presenting proper agency photo identification is an authorized federal law enforcement officer or a federal security officer (including but not limited to: Federal Bureau of Investigation, Secret Service, Alcohol, Tobacco and Firearms Division of the Internal Revenue Service, Bureau of Narcotics and Dangerous Drugs, Defense Intelligence Agency, and State Department Security Service), a letter of authorization is not required. The Airport Services Agent will prepare the "Notice to Armed Individuals" form and process the armed individual accordingly.

If the customer presenting such picture identification is an authorized state or municipal/county law enforcement officer, they must also have in their possession a letter, on official letterhead, signed by their supervisor, stating their itinerary (including flight, date and carrier) and certifying that they are traveling on official business that requires carrying a weapon.

Once the law enforcement officer has been satisfactorily identified the Airport Services Agent will ensure the "Notice to Armed Individual" form is completed in its entirety. They may be seated anywhere in the cabin.

NOTE: Law enforcement officers may not carry mace, tear gas or similar devices on board aircraft.

UNDER CONTROL OF ARMED LAW ENFORCEMENT ESCORTS

  • Federal, military, state and municipal prisoners, accompanied by a guard(s), will be acceptable for transportation.
  • Prisoner(s) or guard(s) are to be preboarded and the Captain and Flight Attendants advised.
  • The preferred seats for prisoners and guards will be the last row of seats.
  • The guard will be seated on the aisle side.
  • The prisoner will be seated in the middle seat or by the window.
  • A prisoner may not leave his seat in flight without the guard.
  • Handcuffs may not be used on the aircraft.
  • No alcoholic beverages of any kind should be served to the escorting officer(s) or the prisoner while on board
  • Escorting officer(s) and the prisoner should deplane last.

SMOKING

  • Federal law prohibits smoking on all domestic flights scheduled for six (6) hours or less. When a customer is found to be smoking:
  • If a customer immediately extinguishes smoking material when advised it is against the law, no further action is necessary.
  • If, after being advised about the law regarding smoking, the customer:
  • refuses to immediately extinguish smoking material;
  • re-lights smoking materials after a warning;
  • has smoked in the lavatory and the crew can confirm it; or
  • has tampered with the lavatory smoke detector;

The "A" Position Flight Attendant will:

  • In a manner which attempts to avoid conflict, obtain:
  • Physical description.
  • Seat number.
  • Departure and arrival stations.
  • Name, address and phone number of other customers who may serve as witnesses.
  • Notify the Captain - call station.
  • Fill out Operational Occurrence Report.

Captain will:

Arrange for a CRO to meet the flight upon gate arrival.

If the customer refuses to produce identification or becomes abusive toward crewmembers or other customers:

The "A" Position Flight Attendant will:

  • Notify the Captain and call Security
  • Fill out an Operations Occurrence Report

The Captain will:

  • Contact Operations to request that airport security officials meet the flight at the gate.
  • Fill out an Operational Occurrence Report.
  • The Reports filled out by the Captain and Flight Attendants will be forwarded to the Manager of Inflight Services to be given to the F.A.A. Principal Operations Inspector for enforcement investigation against the smoking customer.

MISCELLANEOUS PROCEDURES

SOILED CLOTHING

  • Apologize - Most customers will understand as long as there is an apology.
  • Assist the customer with clean up.
  • Offer clean paper towels soaked with club soda.
  • Cleaning slips should be offered if the accident is caused by the Flight Attendant.
  • If a child is airsick, place clothing in an airsick bag and give to guardian.

LOST AND FOUND PROCEDURES

  • Although the company is not liable for lost articles, every effort should be made to return all such articles to the owner.
  • The customer should not be allowed to re-board the aircraft to recover personal belongings left on board. The Airport Service Agent or Flight Attendant should be notified to arrange for the article to be retrieved.
  • Perform thorough cabin check after customers deplane to ensure that no belongings are left on board
  • If an article is found, give it to the Airport Service Agent.

LIQUOR POLICY

  • A Flight Attendant should turn all liquor money envelopes in at the end of each work day. No liquor money should be removed from company property.
  • A Flight Attendant should have the drop witnessed, listing name and employee number of both the Flight Attendant making the drop and the witness.
  • Failure to turn in the liquor money at the end of each work day will result in the Flight Attendant not being credited for the liquor money drop, and may result in disciplinary action.
  • Any Flight Attendant that fails to meet any of the policy items above will be held responsible for any money not reported and must make up the difference to the company.

DROP SAFE LOCATIONS

A drop safe is currency located in each city; however, due to facility changes, the safe locations may also change. When in question as to the location of the drop safe, check with the Airport Service Agent. When a new city is added, again check with the ASA for the location of the drop safe in that city.

LIQUOR SELLING OF MINIATURES

Airlines's liquor certificate is governed by local law. Additionally, a company employee may not purchase onboard alcohol to be taken off the aircraft

CUSTOMERS WHO APPEAR TO BE UNDER THE INFLUENCE OF ALCOHOL

In accordance with FAR 121.575, a customer who appears intoxicated should not:

  • Drink any alcoholic beverage onboard the aircraft.
  • Be provided any more alcoholic beverages once intoxication is apparent.
  • Be boarded on the aircraft if intoxication is apparent.

REFUSING ALCOHOL

  • When it is determined that a customer's condition is such that he should be refused alcohol:
  • Use the utmost diplomacy.
  • Never tell the customer that he/she is "drunk" or "intoxicated"
  • Allow customer to maintain dignity by giving a way out of the situation such as offering an alternate beverage like coffee, juice, or a soft drink.
  • Tactfully inform the customer that he/she will not continue to be served alcohol.
  • Inform other Flight Attendants and the flightdeck that the customer has been refused alcohol.
  • Handle accordingly.
  • Request Operations Supervisor/CRO as necessary to meet aircraft.
  • File an Operational Occurrence Report.

CUSTOMER MISCONDUCT

  • Flight Attendants should be alert to the personal behavior of any customer that could threaten the welfare of any other customer or crewmember. The Captain is to be advised before a significant problem develops.
  • Certain ones of the following acts or conditions violate the Federal Aviation Regulations and/ or Federal Law. The Captain is to be notified immediately when such an act or condition is discovered or suspected.
  • The Captain will notify Operations for the following assistance:
  • To contact an Operations Supervisor/CRO to meet the aircraft if necessary.
  • Notify security (law enforcement) as appropriate.
  • The Flight Attendant should be discreet and tactful in handling the following:
  • Interference with Flight Crew (91.11)
  • This rule was introduced to make it illegal to interfere with crewmembers in the performance of their duties. Whenever a crewmember is assaulted, intimidated, or threatened, it will be investigated by the FBI. Bad behavior or misconduct on the part of a customer, employee or other person is not sufficient to be cause for an FBI investigation. Should a serious incident occur however, flight control will be notified and they in turn will make notification to the FBI. In any case, wherein a crewmember feels he/she has been prevented from doing his/her duties, a report will be made to the FSDO.
  • Airline's policy is to refuse to carry any customer whose conduct threatens the safety of other customers. When possible, a customer will be refused before he/she boards the airplane. if already on board, he/she must be promptly restrained or removed to the extent necessary to prevent harm to fellow customers.
  • "Customer misconduct" may include commission of a crime or intoxication.

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