Customer Care Training

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

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.

SENSITIVITY AWARENESS

To better assist Flight Attendants with a level of comfort for handling the most common types of disabilities, the following guidelines have been established. Always remember, whenever possible, adapt our procedures to the person, not the person to the procedures.

Almost all of our disabled customers will fall into the following categories.

HEARING OR SPEAKING IMPAIRED

Eight percent of our population is hearing or speaking impaired. One signal to look for would be if they are wearing a hearing aid. Hearing aids only magnify the sound that they can’t understand. It does not correct the problem. Persons with a hearing impairment will usually have a speaking impairment, if they can speak at all.

Deaf customers face many problems, such as:

Not hearing boarding announcements.
Not understanding pre-takeoff briefing.
Not knowing where briefing cards are located.
Not being able to hear “Fasten Seat Belt” announcements.
Not knowing of delays or diversion to alternate airports and, most importantly;
Not being able to hear evacuation instructions which could be given in darkness with loss of electrical power, or dense smoke which would impair the use of eyesight for exiting the aircraft.
Be alert to ensure that deaf customers are properly advised of these situations.

Many deaf people use some form of sign language for communication. Once a deaf customer has been identified, a variety of methods of communication are available. Sign language is one, written Instructions or written answers to questions is another, and lip-reading is a third.

MENTALLY CHALLENGED

Mentally Retarded

The National Association for Retarded Citizens describes a retarded person as “one who from childhood develops consistently at a below-average rate and experiences unusual difficulty in teaming, social adjustment, and economic productivity.” Mental retardation may take on many different forms: moderately retarded (6% of the population), severely retarded (3.5%), and profoundly retarded (1.5%).

When assisting or serving:

Remember, customer first.
Be sensitive.
Talk to the person; communicate directly with the retarded individual.
Always address retarded adults as adults.
Make information easy to understand.
Make sure they are taken care of in the event of an aircraft change, turbulence or canceled flights.
When dealing with retarded children, remember they need discipline like any other child.
Mentally Ill

The National Alliance for the Mentally Ill defines mental illness as “a group of disorders causing severe disturbances in thinking, feeling, and relating. They result in substantially diminished capacity for coping with the ordinary demands of life.”

Schizophrenia:

Is a severe thought and perception disorder, including hallucinations and delusions as well as emotional and behavioral changes. There is no clear definition of schizophrenia; it has symptom’s that vary from person to person. Characteristics of schizophrenia include irrational behavior, very turned and shy behavior, paranoid behavior, and the individual may become over-excited, talk in a loud voice, or say and do things impulsively.

When serving or assisting the mentally ill or schizophrenic:

Act natural, give them the same respect you offer other customers.
Maintain eye contact and do not condescend; that attitude will be picked up immediately and resented.
Clearly state the rules, but don’t single out customers.
Avoid staring or pointing at mentally ill customers.
Deal firmly with inappropriate behavior. Try to refocus their attention. Sometimes it is best just to tell the customer (away from other customers) that their behavior is not acceptable and should be stopped.
Listen sympathetically; if a customer tells you about delusions or hallucinations (remember they seem very real), explain simply and politely that you do not hear or see what he does. If he/she persists, tell him that it is not the appropriate time to discuss the subject. Please don’t make jokes.
Never serve alcohol to the mentally ill customer because of the heavy medication they could be taking.
Flight Attendant Training program conducted by all airlines have these specialised subjects as part of their customer care training

PHYSICALLY CHALLENGED

Customers with Limited Endurance

Examples are a heart or lung condition.
Needs extra attention.
If the customer is known to have a heart condition, the use of a portable electronic heart pacemakers acceptable and will not interfere with navigational communication systems.

Customers Lacking Muscular Control

Usually identified by uncoordinated and jerky movements and by unclear speech. This area includes people with cerebral palsy, muscular dystrophy and multiple sclerosis. Such disabilities are frequency misconstrued as being associated with intoxication.

Assist by…

Putting them at ease.
Maintaining a relaxed, unhurried approach.
Be alert for thoughts or expressions, not words. If in doubt, politely repeat what you think the customer has said.
Take the time to listen and give your full attention.
Be careful not to presume that customers with severe speech problems and customers with no speech are intellectually impaired.
Customers with Paralyses of Arms and/or Legs

Paralysis that extends from neck-to shoulder-level down is called quadriplegia. Paralysis from the waist down is called paraplegia. Hemiplegic is paralysis of one side of the body. Paraplegics may be accepted for passage unattended over InFlight Career Airlines route. Some paraplegia; will be able to manage some limited walking with the aid of braces or crutches. They may be able to move down the aisle on their own by leaning on the backs of seats. Of course when they come to an open area such as the galleys they will need some other support
Some paralyzed customers may have lost all sensation in the part of their body affected by paralysis. They may not be able to feel pain, touch, or distinguish hot and cold. Because there is no warning sign of pain for customers with this kind of paralysis, burns, bruises and abrasions can occur frequently.
Be sensitive to their problems and needs, particularly when placing them in their seats and serving hot beverages.
Ask if your assistance is needed.
Be sure to let them know if you bump them in a wheelchair transfer.
When dealing with a customer in a wheelchair, talk directly to them and, whenever possible, get on an eye-to-eye level.
If the person is traveling with a company, the companion will be able to provide for the customers needs, but the consideration and understanding of the Flight Attendant will make the trip easier for both travelers.
Customers Affected by a Stroke

A stroke is a sudden interruption of the blood supply to the brain resulting in damage ranging from a very slight weakness to complete paralysis of one whole side of the body. A Hemiplegic is a person who has paralysis of one lateral half of the body, or part of it, resulting from an injury to the motor centers of the brain.

Hemiplegic-in addition to paralysis, the sense of balance can be impaired, and there may be a tendency to become easily confused. Hemipligics may also have great difficulty in finding words to express themselves, may have blurred speech, and may have trouble understanding and remembering what is said to them. In addition, they may laugh or cry for no apparent reason. These are some common symptoms of this type of brain damage over which the person has little or no control.

Hemiplegics may behave as though they do not see things on their paralyzed side. Some actually cannot see objects on their paralyzed side while others seem to be completely unaware of them. For example, a man may shave only half his face, walk into walls or objects on his paralyzed side and ignore people who stand to his weak side. A good rule is that it is always safest and easiest for them to move toward their normal or strong side.

When it comes to seat selection, persons with a normal or strong left side should be seated on the right side of the aircraft so they can readily move to their left in case of emergency evacuation. The opposite would apply to persons with a strong right side. This suggestion also applies to customers with an artificial limb or with an arm or leg in a cast, splint or brace, and to persons with any disability on one side of their body.

Assist by…

Suggesting a seat with strongest side towards the aisle so they can readily move in that direction in the event of an evacuation.
Dress a weak arm first when assisting with sweaters or coats. When removing, the opposite is true.
If confusion is evident:

Speak slowly and distinctly In short, simple phrases, emphasizing the important or action words.
Try to stand directly in front of the customer so your face can clearly be seen.
Gestures will usually help.
Customers with Arm/legs In Casts/Splints

These customers require very little extra attention, however, they do fall temporarily into the category of physically challenged.

Assist by…

Propping the cast up as much as possible to keep swelling and discomfort to a minimum.
Helping in areas as necessary (i.e., assisting with coats, carry-ons, opening of packages, etc.)
VISUALLY IMPAIRED

Many customers have visual impairments other than complete blindness (i.e., cataracts, tunnel vision, etc.)

Always ask first, “May I offer any assistance?.”

Blind customers generally employ one of two methods for dependent travel. Many use long white canes while others prefer the dog guide. Both techniques enable travel with little or no assistance.

Blind customers may use one of two kinds of canes: folding (telescoping or collapsing or rigid (4 feet to 5 feel in length). Canes should be stowed in accordance with F.A.R. 121.589. When blind customers desire to be guided, have them hold your arm. This way you can stay approximately one-half step ahead so that turns, steps, etc., can be anticipated. Ask, “How would you like me to lead?”

To help seat a blind customer, place the individual’s hand on the arm of the seat. Convey where you are seating the person (row number) and whether someone else is seated in the row.

SENIOR CITIZENS

With the common physical problems of old age-as of 1990, twenty percent of our population was over 65 years old- twenty percent of the senior population has some type of disability.

Hearing and vision impairment are the most common physical problems of old age. Inflight cabin noise can make communications with elderly customers more difficult, and therefore they may not always hear new information. When speaking with a person who is hard of hearing, stand in front of the person so your face can be seen. Speak somewhat slower and a little louder than normal.

Changes in sensory perception is common. Always let an elderly customer know when a beverage is hot.

Unsteadiness is common, and coupled with the movement of the plane makes any attempt at walking seem alarmingly hazardous. Offer to walk along with them. When assisting elderly customers, hold at the waist, not under the arms. Do not grip shoulders or elbows due to the possibility of arthritis.

Stiffness and soreness in joints, especially with arthritis, results from sitting still for long periods of time. When possible, help them stand for a few minutes periodically and change position.

Please assist with stowing and retrieving luggage.

EVACUATION OF CUSTOMERS REQUIRING ASSISTANCE

All customers requiring special assistance to evacuate should have been briefed prior to flight on evacuation procedures.

Should it become necessary to evacuate the aircraft, the blind person, if accompanied by a dog guide, should go down the chute with the dog in his lap. It is the master’s responsibility to see that the dog is wearing its harness so that the pair can leave the area quickly once they are on the ground. The harness also helps to activate the dog’s sense of responsibility and assurance. If dog and blind person should become separated in the course of evacuation, the dog should be led by its leash to the top of the slide and pushed down after its master has left the aircraft.

Tests reveal that persons allowed to use canes and crutches to evacuate an aircraft increase their time in reaching the exit. Not only is time wasted trying to locate, unstrap and entangle the canes or crutches from under the seat, but because of the narrow aisle, the customer cannot get the maximum benefit of their use. Therefore, reemphasize the evacuation command to leave everything at your seat.

The Flight Attendant procedure would be to assist a disabled customer when the flow of traffic has cleared and the evacuation of others would not be hindered.

FRIGHTENED CUSTOMERS

The following are guidelines for assisting these customers.

Realize that a fear is very real and you can’t fix the fact that they have a fear.
Ask “What are you afraid of ?.”
Explain about takeoff and landing.
Realize they need attention.
Ask about their travel plans.
They may feel closed in or claustrophobic; move them to an aisle seat and open air vents.
Give them something to do (i.e., seat them next to a child as it will keep them busy). UNUSUAL SIZE CUSTOMERS
Ordinarily customers of unusual height, weight or width do not create any problem when carried aboard the aircraft. In the event a large customer might require more than one seat, two seats will be purchased.
A seat belt extension will provide extra comfort to the customer. Discreetly offer the extension, so as not to draw attention to the customer, embarrassing them.
INCORRECTLY BOARDED CUSTOMERS

Incorrectly boarded customers will be handled with tact and diplomacy and expedited to their destination. If the departing flight has left the immediate gate area, it will not return to the gate to discharge incorrectly boarded customers.

OVERFLOWN CUSTOMERS

When a customer has overflown the destination for any reason (i.e., weather, failure to deplane, or mechanical), DO NOT commit what arrangements will be made. Overflown customers should check with the Customer Service Agent inside the terminal building or go to the gate area for further information on the arrangements.
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.

Commission of a Crime

Airlines should report as soon as possible any crime committed aboard an airplane. Advise the FBI if the crime occurs between the time all the external doors are closed following embarkation until the moment one such door is opened for deplaning. Advise local authorities if the crime occurs at any other time. Crimes may include, but are not limited to, interference with flight crew members or attendants, unauthorized carriage of concealed weapons, conveying false information about an exempt to commit a crime e.g., bomb hoax, assault, embezzlement, and theft.

Should any incident occur in flight which in your good judgment constitutes a criminal act, Flight Control should be notified as soon as practical. The message should include either the time the crime occurred or the location of the airplane when the crime occurred. Flight Control will notify the local FBI and follow normal incident reporting procedures.

Note a physical description of the person. Statements should be solicited from customers. Names and addresses should be taken, if feasible, so they may be contacted if necessary. Upon landing, the Captain should complete a Captain’s Irregularity Report and include the information in the preceding paragraph.

Alcoholic Beverage Service (121.575)

Alcoholic beverage service is governed by FAR 121.575, which prohibits any person drinking from his own supply and prohibits service to anyone who (a) appears to be intoxicated, (b) is escorting a prisoner, (c) is a prisoner, or (d) is armed.
FARs prohibit a customer from drinking from his own supply. Flight Attendants will not knowingly serve ice or setups to persons known to have their own liquor. If a customer is drinking from his own supply, the Flight Attendant should advise him/her of the Federal Aviation Regulation against it.
Before departure the Flight Attendant should discuss any problem customer with the boarding agent. The Customer Service supervisor should make the decision whether or not to remove the customer.
If a customer appears to become intoxicated during the flight, the Flight Attendant should notify the Captain.
All employees should be as tactful and discreet as possible when dealing with a customer who appears to be intoxicated.
Conversation in the presence of others should be held to a minimum.
Care must be taken to avoid stating that Inflight Careers considers a person “to be intoxicated”, because this is an opinion that only a medical doctor or certain other trained experts are qualified to express after conducting certain tests. Use the words “appears to be intoxicated” rather than “is intoxicated”. Obtain the name and address of the person, if feasible. Also note a physical description of the person.
Statements should not be solicited from customers. However, names and addresses should be taken, if feasible, so they may be contacted if necessary.
Upon landing, the Captain should complete a Captain’s Irregularity Report including the names and addresses listed above.
Deciding Whether to Remove Customers for Criminal Acts, Intoxication or Misconduct
Misconduct involving Safety

If a customer is committing, or threatens to commit, any act which would be detrimental to the safety of the flight and/or its customers, it is the duty and responsibility of airlines and its personnel to use whatever means reasonable, including restraint if necessary, to ensure the safety of the flight and its customers.

If the flight is on the ground, either the Customer Service supervisor or the Captain decides whether or not removal is necessary.
If the flight is in the air, the Captain decides. The Captain also decides whether the removal can be safely delayed until the flight reaches the next reroute stop or its terminal point, or whether circumstances require a rescheduled stop at the nearest usable airport. If flight duties and the situation permit, the Captain or his designee should personally observe the situation and the customer in order to assure that a proper appraisal has been made and that he/she has properly judged the action to be taken.
Misconduct Not Involving Safety of the Flight or Customers

If the flight is on the ground, the Customer Service supervisor or the Captain decides whether or not removal is necessary for the reasonable safety or comfort of other customers. In making such decisions, it should be remembered that airline has the duty as a common carrier to serve the public without discriminating.
If the flight is in the air, Flight Attendants will usually handle most situations of minor customer misconduct. Should the Flight Attendants call the Captain for advice or assistance, and if flight duties and the situation permit, the Captain or his designee should personally observe the situation and the customer in order to assure that a proper appraisal has been made.
The customer should be told politely but firmly by the Captain or other flightdeck crewmembers that his conduct is not permitted aboard an a flight. If the misconduct persists, the Captain should use his discretion as to the action necessary to ensure the other customers a safe and comfortable flight. (Except when necessary to ensure safety, physical restraint and rescheduled landings should not be necessary, but removal at an enroute stop may be considered.)

Handling the Removal

Members of the flight crew shall not actively participate in the removal of a customer unless such precipitation cannot be avoided. However, if an unscheduled stop is made at an offline point to remove a customer, the Captain has the authority to issue all necessary orders and make all necessary arrangements for removal.
Employees assigned by the supervisor (or any third parties engaged by the Captain at an offline point) working under the direction of the supervisor or Captain, should try to persuade the customer to deplane voluntarily.
If all efforts at persuasion fail, the customer shall be removed using only such force as is reasonably necessary. In most cases a customer will deplane voluntarily, if politely, but firmly, escorted from the airplane. Under no circumstances will any employee or third party be allowed to assault, injure, or mistreat a customer.
If violence is anticipated or encountered, any unaided efforts to remove the customer by force shall be abandoned. The supervisor or Captain will get help from local law enforcement officers. If , before a law officer is called or arrives, the customers conduct threatens or endangers the safety of the flight or its customers, the minimum amount of force necessary to effect restraining should be used.
Working with a Law Officer

When a law officer arrives, the supervisor or Captain should briefly explain the situation to him/her. No attempt should be made to interfere in any way with the law officer’s duties. Assistance may be given (not volunteered) if specifically requested by the law officer
Under no circumstances should the supervisor or Captain (except as noted below), cause the arrest or detention of a customer, or assent to the same by law officers, without securing the prior approval of airline’s legal counsel. If the law officer requests that a criminal complaint, crime report, or other document be signed at the scene, the supervisor or Captain should adhere to the procedures summarized below:
No complaint, report, or other document should be signed, that the supervisor or captain did not personally prepare.
Any complaint, report, or other document that is to be signed and delivered to the law officer should be limited to facts personally observed. Do not report hearsay gathered from another airline employee. Do not offer opinions, conclusions, judgments, or suggestions.
Other Unusual Situations May Include:

Indecent exposure or proposals:

Notify flight deck
Handle accordingly
Contact Operations Supervisor/CSS if necessary
Carrying an unauthorized, deadly or dangerous weapon, either concealed or unconcealed:

Notify flight deck
Contact Operations Supervisor to request security
A crew member or customer onboard has been threatened or physically harassed:

Notify flight deck
Contact Operations Supervisor to request security
Bomb threat

Notify flight deck
Contact Operations Supervisor to request security
Hijacking attempt or threat

Notify flight deck
Contact Operations Supervisor to request security
In an incident concerning smoking in the cabin or lav, and the customer refuses to produce identification or becomes abusive toward crew members or other customers:

Notify flight deck
Contact Operations Supervisor to request security
Should any of the above situations arise, the Captain must be notified in order to take proper steps and an airline Operational Occurrence Report must be filled out.

SUGGESTIONS TO ENHANCE OUR CUSTOMER SERVICE

GENERAL

Receive complaints, suggestions and criticism in a concerned manner. Make all possible efforts to relieve the situation.
Deal with the customer’s feelings.
Deal secondly with their problem’s.
Be friendly and treat our customers as individuals.
Attempt to identify “First Time Flyers” and make every effort to make their first flight both memorable and fun.
When it is necessary to deny a customer’s request, be tactful and explain the reason you are denying the request.
Know your route or flight plan, time changes (ETA and ETD).
Answer call buttons promptly (do not tell a customer the button is for emergency use only).
Be cautious when visiting with customers regarding:

aircraft safety
religion
politics
Turn customer’s reading lights off if they are asleep.
Offer pillows and blankets on late evening flights or when appropriate.
Ensure the cabin temperature is comfortable whenever possible.
Offer magazines.
Cabin lights should always be on for boarding, deplaning and day flights. The lights may be adjusted for late-night flights or when most customers are sleeping. Remember that customers need good light to read or work. It is not enough to rely on daylight outside.
C.U.R.E/C.A.L.M.

Think in terms of difficult situations vs. difficult people. RESPOND with the CURE…

Care
Understanding
Respect
Empathy
Then CALM them…

Control yourself
Allow them to vent
Listen
Meet their needs (WIN/WIN)
Use the “I” statements…

I can see why you think/feel/believe/say that…
I can understand how you think/feel/believe/see that…
I agree with…
It sounds like…
The “I” statements show empathy and agreement = cooperation!
JUMPSEAT POLICY

GUIDELINES FOR 4TH CREWMEMBER CABIN JUMPSEAT

When not assigned for company business, the extra crewmember cabin jumpseat is available for “non-rev” purposes to the following employee groups only (in order of boarding priority):

Flight Attendants
Pilots
Other Airline Flight Attendants
Boarding priority and procedures are as follows:

-Check-in is permitted at the gate only
-Advanced check-in or check-in by phone or through Dispatch, Scheduling, or Operations is not permitted
-Check-in begins one hour prior to scheduled departure
-If two or more Flight Attendants are available at the gate when check-in opens (one hour prior), the jumpseat will be awarded to the Flight Attendant with higher company seniority, regardless of arrival time.
-Thereafter, the jumpseat will be awarded on a first-come, first-served basis to Flight Attendants, who will take priority until 20 minutes prior to departure time
-At 20 minutes prior to departure, the jumpseat will open to remaining eligible employee groups and will be assigned according to the boarding priority stated above.

Jumpseat conduct rules are as follows:

-Upon boarding, the jumpseat occupant will introduce themselves to the Captain and First Officer. Extreme caution must be taken not to interrupt any conversation or preflight checklist being conducted in the flightdeck.
-The neighboring Flight Attendant will ascertain the jumpseat occupant’s level of knowledge regarding B737 exit operation and evacuation procedures. If the occupant is a Flight Attendant from another airline and is not certified on the B737, the Flight Attendant will conduct a B737 exit operation and evacuation procedures briefing. Attire must be either uniform or casual business attire. No denim or shorts are allowed.
-Proper airline identification must be displayed at all times while occupying the jumpseat.
-Jumpseat occupants must adhere to all passenger information signs. The only exception is for active Flight Attendants, in full uniform, who choose to assist fellow Flight Attendants with service duties.
-Alcohol may not be consumed during the flight, or within 12 hours prior to scheduled departure time.
-Sleeping, or giving the appearance of sleeping, is not allowed.
-Gum chewing is not allowed.

Enroute Procedures

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 Airlines 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 Attendant 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 guest 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.

A Jumpseat rider needs to display his/her Airline I.D. at all times when occupying the jumpseat.

The Flight Attendant will give the jumpseat occupant a brief explanation of the emergency exit procedures. Any person occupying the 4th Flight Attendant jumpseat will receive a briefing on the door operation by the “A” posited Flight Attendant, as well as, an explanation on of the emergency exit procedures.

Business or casual business attire is required for all jumpseat riders not in company uniform. An employee who is traveling with an infant, or child up to five years of age, will be ineligible to occupy the 4th jumpseat. The parent must be seated in the cabin with the child.
There is no sleeping or reading allowed on the jumpseat.

The company has been advised that FAA Inspectors cannot ride the 4th jumpseat due to an internal government directive that was published to all involved government agencies. All Inspectors riding in the cabin must have a seat.

In the event of an oversale, Airlines employee traveling on a positive space pass on company business may “bump” a 4th jumpseat rider traveling on personal business or on pleasure, if the company business requires the employee to arrive at the final destination at a specific time that requires travel on that flight.

If you are under a pass suspensions action, on a Leave of Absence or off work due to an illness or injury, you cannot ride on the jumpseat (or in the flightdeck) unless you have written authorization (flight specific) from your department head. If you do so without permission, you will be subject to termination.

PROCEDURES FOR BOARDING JUMPSEAT RIDERS

Gives the first copy of authorization form to Airport Service Agent in originating station. Airport Service Agent notifies “A position Flight Attendant and Captain.
Give second copy of authorization form to “A” position Flight Attendant and Captain.
Jumpseat rider keeps third copy of authorization form.
Jumpseat rider introduces himself/herself to the “A” position Flight Attendant and the captain.
Takes position on forward jumpseat-aisle side with seat belt and shoulder harness securely fastened.
“A” Flight Attendant will brief jumpseat rider on operation of aircraft door.
Whether in street clothes or uniform, a jumpseat occupant’s InFlight Career Airlines I.D. must be visible and worn at waist level or above.
Jumpseat rider may assist Flight Attendants as needed when the Fasten Seat Belt sign is turned off. Jumpseat riders must be seated and securely fastened while seat belt sign is illuminated.
Any jumpseat rider may occupy an available customer seat once all customers have boarded and a crewmember has advised them to do so.

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