AIRLINE CABIN CREW TRAINING

COURSE TEXTBOOK

TABLE OF CONTENTS

Introduction....................................................................................................................................... 1
Module 1 – Introduction to the Cabin Crew Profession
1.0 Introduction to the Cabin Crew Profession................................................................................. 5
1.1 History and Origin of Profession................................................................................................. 6
1.1.1 Key Historical Milestones .................................................................................................. 6
1.2 A Day in the Life of a Crewmember ........................................................................................... 9
1.2.1 A Day in the Life ............................................................................................................... 9
1.2.2 Benefits and Challenges of the Cabin Crew Profession ................................................ 12
Module Summary ............................................................................................................................... 18

Module 2 – Landing the Job

2.0 Landing the Job ........................................................................................................................ 19
2.1 Landing a Job ........................................................................................................................... 19
2.1.1 Resumes and applications ............................................................................................. 20
2.1.2 Training and Certification ............................................................................................... 20
2.2 Minimum Requirements............................................................................................................ 24
2.2.1 Minimum Requirements ................................................................................................. 24
2.2.2 What Skills Do You Have? ............................................................................................. 25
2.3 Grooming and Personal Appearance ....................................................................................... 28
2.3.1 Good Grooming Practices .............................................................................................. 28
2.3.2 Personal Hygiene ........................................................................................................... 29
2.3.4 Hair and Hairstyles ......................................................................................................... 30
2.3.5 Make-Up and Cosmetics................................................................................................ 30
2.3.6 Jewelry ........................................................................................................................... 31
2.3.7 Prescription Eyewear ..................................................................................................... 31
Module Summary ............................................................................................................................... 33

Module 3 – Cabin Crew Healthy Living/Lifestyle

3.0 Cabin Crew Healthy Living/Lifestyle......................................................................................... 35
3.1 Healthy Crew Lifestyle.............................................................................................................. 36
3.1.1 Nutrition and Exercise .................................................................................................... 37
3.1.2 Proper Lifting Techniques .............................................................................................. 39

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 3.2 Adapting to Lifestyle Changes.................................................................................................. 42
3.2.1 The Lifestyle of Cabin Crew .......................................................................................... 42
3.3 The Pressures of Frontline Work............................................................................................... 46
3.4 Personal Health ........................................................................................................................ 48
3.4.1 Health Risks Associated with Travel and Flying ............................................................ 48
3.4.2 Other Recognised Effects From Flying .......................................................................... 50
3.5 Security and Safety While Away From Base............................................................................ 52
3.5.1 In Transit and in the Hotel .............................................................................................. 53
3.5.2 When Sightseeing or Leaving Your Room ..................................................................... 54
3.5.3 Emergency Situations to Prepare for When Traveling ................................................... 55
Module Summary ............................................................................................................................... 59

Module 4 – Introduction to the Aviation Industry

4.0 Introduction to the Aviation Industry ......................................................................................... 61
4.1 Airlines, Charters, Private and Corporate Jets ......................................................................... 62
4.1.1 Scheduled Airlines and Alliances ................................................................................... 62
4.1.2 Charters and Corporate and Private jets......................................................................... 67
4.2 Regulatory Agencies and Aviation Regulations ...................................................................... 71
4.2.1 What Is ICAO? ................................................................................................................ 71
4.2.2 Government Agencies in Aviation Safety - CAAs, FAA, and JAA.................................. 74
4.2.3 IATA - International Air Transport Association ............................................................... 77
4.3 Customs and Immigration for Air Travel................................................................................... 78
4.3.1 Customs and Immigration .............................................................................................. 79
Module Summary............................................................................................................................... 83

Module 5 – Introduction to Aircraft and Aviation Familiarisation

5.0 Introduction to Aircraft and Aviation Familiarisation ................................................................. 85
5.1 Aircraft Familiarisation .............................................................................................................. 86
5.1.1 Aircraft Types ................................................................................................................. 86
5.1.2 Aircraft Layout and Terminology ..................................................................................... 87
5.1.3 Aircraft Furnishings, Systems and Terminology............................................................. 90
5.1.4 General Aviation and Ground and Airport Operations Terminology .............................. 95
5.2 Theory of Flight and How Aircraft Fly ..................................................................................... 110
5.2.1 Take Off’s and Landings .............................................................................................. 110
5.2.2 Movement of an Aircraft in Flight.................................................................................. 112
5.3 Using Time Zones .................................................................................................................. 117
5.3.1 24-Hour Clock............................................................................................................... 117
5.3.2 Greenwich Mean Time (GMT) and Time Zones........................................................... 119

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 5.3.4 International Date Line ................................................................................................. 122
5.4 World Airport Codes and Airline Codes.................................................................................. 125
5.4.1 World Airport Codes ...................................................................................................... 125
5.4.2 Airline Designators ........................................................................................................ 126
Module Summary ............................................................................................................................. 128

Module 6 – Crew Member Coordination and Communication

6.0 Crew Member Coordination and Communication .................................................................. 129
6.1 Roles and Responsibilities ..................................................................................................... 130
6.1.2 Cabin Crew .................................................................................................................. 132
6.2 Flight Preparations ................................................................................................................. 135
6.2.1 Pre-flight Crew Briefing ................................................................................................ 135
6.2.2 Pre-flight Preparations.................................................................................................. 139
6.2.3 Flight Preparation ......................................................................................................... 140
6.2.4 Boarding Process ......................................................................................................... 141
6.2.5 Pre Take-Off Preparations............................................................................................ 142
6.2.6 Passenger Safety Briefing............................................................................................ 142
6.2.7 Preparing for Take-off................................................................................................... 144
6.2.8 Preparing for Landing ................................................................................................... 145
6.3 Introduction to Crew Resource Management (CRM).............................................................. 149
6.3.1 Communication, Interpersonal Skills and Handling Information................................... 149
6.3.2 Basics of Crew Resource Management (CRM) ........................................................... 151
Module Summary ...................................................................................................... 155

Module 7 – Customer Service

7.0 Customer Service ................................................................................................................... 157
7.1 Passengers are Guests .......................................................................................................... 158
Module Summary ............................................................................................................................. 166

Module 8 – Managing Passenger Interactions

8.0 Managing Passenger Interactions.......................................................................................... 167
8.1 Care Giving............................................................................................................................. 168
8.2 Giving a Command and Making a Request............................................................................ 172
8.3 Flight and Fight Reactions...................................................................................................... 176
8.4 Fear of Flying.......................................................................................................................... 182
8.5 Passenger with Special Needs .............................................................................................. 188
Module Summary ............................................................................................................................. 196

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Module 9 – Safety and Emergency Procedures
9.0 Safety and Emergency Procedures........................................................................................ 197
9.1 Accidents and Survivability..................................................................................................... 198
9.1.1 Routine Preparation...................................................................................................... 198
9.2 Evacuation and Emergency Procedure.................................................................................. 202
9.2.1 Unplanned or Planned Evacuations ............................................................................. 202
9.2.2 Emergency Landings.................................................................................................... 203
9.3 Turbulence.............................................................................................................................. 207
9.3.1 Air Turbulence .............................................................................................................. 207
9.3.3 Turbulence Related Incidents....................................................................................... 209
9.3.4 Injury Prevention........................................................................................................... 210
9.3.5 Response to Turbulence .............................................................................................. 211
9.4 Emergency Equipment ........................................................................................................... 214
9.4.1 Types of Emergency Equipment .................................................................................. 214
9.4.2 Types of Evacuation Equipment and Use .................................................................... 216
9.4.3 Firefighting Equipment ................................................................................................. 217
9.4.5 Emergency Equipment for Ditching.............................................................................. 219
9.5 Responding to Fires ............................................................................................................... 222
9.5.1 Classification of Fires ................................................................................................... 223
9.6 Decompression....................................................................................................................... 226
9.6.1 What is Decompression? ............................................................................................. 226
9.6.2 Basic Response Procedures in a Decompression ....................................................... 227
9.7 Hypoxia and How to Recognise it .......................................................................................... 228
9.7.1 Hypoxia......................................................................................................................... 228
9.7.2 Rapid/Explosive Decompression.................................................................................. 229
9.7.3 The Effect of Decompression on the Flight Crew: TUC or Time of Useful
Consciousness ............................................................................................................. 230
Module Summary ............................................................................................................................. 232

Module 10 – Medical Emergencies and Medical Training

10.0 Medical Emergencies and Medical Training.......................................................................... 235
10.1 Emergency equipment on board (First Aid Kit, Emergency Medical Kit, Automatic
Defibrillator, Personal Protection).......................................................................................... 236
10.1.1 First Aid and Medical Equipment................................................................................ 236
10.2 Basic First Aid and Personal Protection ................................................................................ 241
10.2.1 Check-Call-Care: First Aid Primer .............................................................................. 241
10.2.3 Protect Yourself! ......................................................................................................... 244

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 10.3 CPR, AED and Heimlich Maneuver....................................................................................... 247
10.3.1 Assisting Someone Who Has Stopped Breathing...................................................... 247
10.3.2 CPR ............................................................................................................................ 248
10.3.3 AED (Automated External Defibrillator)...................................................................... 251
10.3.4 Heimlich Maneuver..................................................................................................... 252
10.3.5 Sample Cabin Crew Medical Training Syllabus ......................................................... 253
Module Summary ............................................................................................................................. 256

Module 11 – Introduction to Dangerous Goods

11.0 Introduction to Dangerous Goods ......................................................................................... 257
11.1 Dangerous Goods ................................................................................................................. 258
11.1.1 What are Dangerous Goods?..................................................................................... 258
11.1.2 Regulations and Standards ........................................................................................ 259
11.1.3 Classifications of Dangerous Goods .......................................................................... 259
11.1.4 Why Dangerous Goods At All?................................................................................... 260
11.2 Hasard Class Definitions - Identification and Recognition .................................................... 263
11.2.1 Dangerous Goods or Hasard Class Definitions ......................................................... 263
11.3 Precautionary Measures - Enforcement and Reporting ........................................................ 267
Module Summary ............................................................................................................................. 272

Module 12 – Aviation Security

12.0 Aviation Security.................................................................................................................... 273
12.1 Threats to the Industry - Bomb Threats, Hostage/Hijacking, Threatening or Abusive
Passengers............................................................................................................................ 274
12.1.1 Who Poses a Threat?................................................................................................. 274
12.1.2 Major Threats to the Aviation Industry........................................................................ 275
12.2 Recognising and Responding to Suspicious Activities, Disruptive Passengers and Other
Threats ................................................................................................................................... 279
12.2.1 Disruptive Passengers ............................................................................................... 279
12.2.2 Response to Disruptive Passengers .......................................................................... 280
12.3 Cabin Crew’s Role in Aviation Security ................................................................................. 289
Module Summary ............................................................................................................................. 292

Module 13 – Introduction to Airline Catering and Food Service

13.0 Introduction to Airline Catering and Food Service................................................................. 293
13.1 Airline Catering ...................................................................................................................... 293
13.1.1 Food Service in the Airline Industry............................................................................. 293
13.1.2 Caterers...................................................................................................................... 294

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 13.2 Galleys and Equipment Familiarisation ................................................................................. 297
13.2.1 The Galley .................................................................................................................. 297
13.2.2 Pre-Flight Galley Check ............................................................................................. 298
13.2.3 Delivery and Loading of Catering Services ............................................................... 299
13.2.4 Security Procedures ................................................................................................... 300
13.2.5 Types and Codes for Special Meals........................................................................... 301
13.3 Service Types and Levels ..................................................................................................... 316
13.3.1 Service Levels ............................................................................................................ 316
13.3.2 Types of Meal Service................................................................................................ 317
13.4 Food and Service Hygiene .................................................................................................... 321
Module Summary ............................................................................................................................. 326

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

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