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cruise level training

Cruise Level Procedures for Flight Attendants

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

 

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  • CUSTOMER BOARDING PROCEDURES

    INTRODUCTION

    A customer will decide within the first four minutes what he thinks of you and then spend the rest of his time trying to prove how right he was. The boarding process, therefore, is the Flight Attendant's opportunity to make a positive first impression on each customer. As each customer boards the aircraft, all Flight Attendants will welcome them in a voice that is friendly, clear, confident and sincere. Pay particular attention to customers with small children, the elderly, customers with disabilities, or other customers who have special needs.

    SPECIAL SEATING GUIDELINES FOR CUSTOMERS

    Although open seating is provided for all Inflight Careers flights, certain customer groups require special seating. The Flight Attendants should pay particular attention to these customers as they board the aircraft and ensure these special seating guidelines are followed.

    Customers at Overwing Window Exit Row

    Customers seated in the exit rows must meet requirements in accordance with exit row seating criteria.

    Customers requiring seat belt extensions or pregnant women whose condition is visible, are not allowed to sit in these rows per company policy.

    Child Under Age 2

    Refer to chapter 12

    Unaccompanied Minors

    Refer to chapter 12

    Disabled Customer

    May sit in any seat EXCEPT in an exit row.

    Prisoner and Guard

    • Seated in the last available row of seats.
    • Guard sits aisle side.
    • Prisoner seated in the middle seat or by the window.
    • A customer must not be seated next to a prisoner or between a prisoner and a guard.

    Assistance Animals and Ticketed Article

    Should be placed in areas in accordance with procedures in company policy chapter.

    PREBOARDING

    Preboarding is a service offered on all Inflight Careers flights. Preboarding allows customers requiring special assistance, customers traveling with small children, U.M.s, or any other person in need of assistance or extra time to board the aircraft before general boarding begins.

    The Airport Services Agent will:

    Assist preboards to the aircraft and with boarding.

    The "A" Position Flight Attendant Will:

    Greet each customer, and screen carry-on luggage. Assist customers, as needed.

    The "B. and "C" Flight Attendants Will:

    • Brief 4th jumpseat rider as applicable on the operation of the aft galley door. Offer assistance as needed.
    • Greet each customer.
    • Assist customers with seat selection.
    • Assist with slowing carry-on luggage.
    • Individually brief those with special needs.

    The 4th Jumpseat Rider as applicable will:

    • Follow guidelines for 4th jumpseat rider in accordance with company policy.
    • Offer assistance to working Flight Attendants.

    GENERAL BOARDING

    Once preboarding is complete:

    • The Airport Services Agent will begin general boarding. In some cities, customers may board through the aft entry door using portable stairs.
    • All Flight Attendants will go to their assigned boarding positions.
    • "A" Position - forward entry area
    • "B" Position - aft portion of aircraft
    • "C". Position - overwing window exit row area
    • As a courtesy to our customers for stowing luggage, please keep overhead bins open until all customers have boarded.

    "A" Position will:

    • Greet customers.
    • Screen carry-on luggage and assist with stowage when possible.

    "B" Position will:

    • Greet customers and assist with carry-on luggage.
    • Make the "Full Flight" P.A. when aircraft appears approximately (2/3) two-thirds full and upon notification that you will have a full flight
    • ("C" Position Flight Attendant may assist).

    "C" Position will:

    • Greet customers and assist with carry-on luggage.
    • To the extent possible during boarding, ensure customers in the overwing window exit row(s) meet the exit row seating criteria.
    • NOTE: Stowage of carry-on luggage in the lavatories and flightdeck is prohibited. On aircraft with Aft Facing seats:
    • Ensure that passengers in rows 11 and 12 has been referred to the safety information card located in the pouch attached to the overwing exit Verbally confirm that each passenger is comfortable with exit operation procedures and meet the selection criteria.

     

    POST BOARDING PROCEDURES

    Flight Attendant DUTIES

    Prior to pushback, all Flight Attendants have both general and specific duties they must perform:

    The "A" Position Flight Attendant will:

    • Make the Opening PA. approximately 5 minutes prior to departure, or after all customers have boarded.
    • Upon receiving the customer count from the "C" Position Flight Attendant, advise the Airport Services Agent of the count.
    • If the count is incorrect, "C" Position Flight Attendant will be required to recount.
    • If count is correct, "A" Position Flight Attendant will give the count to the Captain.

    The "B" Position Flight Attendant:

    • Continue assisting customers in preparation for arming slides for pushback.
    • Remain in the aft portion of the aircraft.

    The "C" Position Flight Attendant will:

    • Upon hearing the Opening P.A., or after all customers have boarded, take a count of all customers in the cabin and give the count to the "A" Position Flight Attendant and Airport Services Agent if available.

    PREPARATION FOR PUSHBACK

    PRIOR TO CLOSING THE FORWARD ENTRY DOOR

    In accordance with F.A.R.s and our airline's compliance procedures prior to closing the forward entry door...

    The "A" Position Flight Attendant Will:

    Continue to remain in forward part of aircraft to assist customers as necessary and be available to Airport Services Agent and flightdeck until notification from "B" and "C" Position Flight Attendants that the cabin is secure.

    The "B" and "C" Position Flight Attendants Will:

    • Secure the cabin in the aft and forward sections of the aircraft respectively.
    • Securing the cabin consists of:
    •   Special seating guidelines are adhered to.
    •   All customers are seated with seatbelts fastened.
    •   Seatbacks and tray tables in full upright and locked positions.
    •   Luggage is properly stowed with overhead bins closed.
    •   Cellular telephones, are turned off.
    • Notify "A" Position Flight Attendant the cabin is secured.

    TO CLOSE THE FORWARD ENTRY DOOR

    The "A" Position Flight Attendant Will:

    • Inform Airport Services Agent, "Cabin is secured for pushback" Pressing the gust lock (yellow latch), and pull the door shut.
    • Ensure that door is properly closed and secured. (ASA may assist if required)

    The "B" Position Flight Attendant Will:

    Remain in the aft section of the aircraft and wait for appropriate P.A. from "A" Position Flight Attendant indicating slides should be armed.

    The "C" Position Flight Attendant Will:

    Remain in the forward section of the aircraft and wait for the appropriate P.A. from "A" Position Flight Attendant indicating slides should be armed.

    PROCEDURES FOR ARMING SLIDES

    In accordance with F.A.R.s, slides must be armed prior to push-back.

    The slides will be armed after the Airport Services Agent closes the forward entry door and has moved the jetway away from aircraft. It is imperative that all Flight Attendants remain near their assigned door until push back commences.

    The "A" Position Flight Attendant Will:

    • Look out the forward entry door window to ensure the jetway is away from the aircraft. Make a P.A., "Flight Attendants prepare doors for pushback."
    • Place red strap across the window.
    • Arm the forward entry and forward service door slides.

    The "B" Position Flight Attendant Will:

    • Upon hearing the P.A. from the "A" Position Flight Attendant, "Prepare doors for pushback," the "B" Position Flight Attendant will:
    • Place the red strap across the window.
    • Arm the aft entry door slide.
    • After arming the aft entry door slide, verify that the aft service door is armed and notify the "A" Position Flight Attendant by P.A., "Aft doors secured."

    The "C" Position Flight Attendant Will:

    • Place the red strap across the window.
    • Arm the aft service door slide.
    • Notify the "B" Position Flight Attendant by stating, "Aft service door secured." All Flight Attendants Will:
    • Prepare for customer briefing in accordance with FAR 121.571.
    • Remain near assigned exits until pushback commences.
    • Notify the Flightdeck.
    • Once the door is closed, advise the Captain, "cabin is secured for pushback," and close the flightdeck door.

    EXCEPTIONS TO GATE DEPARTURE

    Jetway Returns to Aircraft

    Occasionally situations occur where the Airport Services Agent will return the jetway to the aircraft.

    THE AIRPORT SERVICES AGENT WILL:

    • Knock on the forward entry door.
    • Wait for the "A" Position Flight Attendant to crack the forward entry door.

    THE "A" Flight Attendant WILL:

    • Disarm the forward entry door slide
    • Remove the red strap
    • Rotate the door handle
    • Crack the door
    • Open the flightdeck door
    • The Airport Services Agent will then open the door. Once the situation is taken care of Flight Attendants must repeat all procedures for arming slides.

    Delay at Gate

    If a lengthy delay is anticipated, the "A" Flight Attendant will coordinate with the flightdeck regarding:

    • Information to be announced to the customers and who will make the announcement. Estimated length of delay.
    • Whether or not customers will be allowed to deplane.
    • If Flight Attendants have time to take drink orders before pushback.
    • Whether one round of cocktails should be provided complimentary once inflight.
    • Whether a Beverage Service (non-alcoholic) should be provided while on the ground. If a non-alcoholic ground Beverage Service is provided, all items (i.e. cups, cans and glasses) must be picked up and galleys secured prior to closing of the forward entry door.

    PUSHBACK AND TAXI-OUT PROCEDURES

    THE "A" POSITION Flight Attendant WILL:

    • Give Emergency Briefing P.A. positioned in the aft galley.
    • Upon completion of the Emergency Briefing P.A., do a final walkthrough visually ensuring the following:
    • Cabin is secured.
    • Cross check all slides are armed.
    • Cross check forward and aft galleys are secured.
    • Take position on the forward jumpseat.

    Adjust the cabin lights as follows:

    Day

    Cabin lights should remain on bright for day flights. Remember our customers need good light to read and work. It is not enough to rely on daylight.

    Evening flight

    Prior to takeoff adjust cabin lights to dim to acclimate customer's eyes for outside conditions in the event of an emergency. Once airborne, cabin lights may then be adjusted accordingly. When adjusting cabin lights on night flights, a P.A. must be made concerning available reading lights in each Customer Service Unit. Lights may be adjusted for late night flights or when most customers are sleeping.

    Take seat and secure seat belt and shoulder harnesses immediately upon hearing the flightdeck announcement that takeoff is imminent.

    A two-bell code from the flightdeck may be used as a last resort to replace the P.A. announcement.

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