Bbaatr 108 SLM

AIR HOSTESS AND
CABIN CREW MANAGEMENT
DR. BABASAHEB AMBEDKAR OPEN UNIVERSITY

AHMEDABAD
Editorial Panel
Author : Molly Methew

Certified Corporate Trainer
India
Editor : Prof. Rahul Singh Shekhawat

Principal
Bikaner Institute of Management &
Science, Rajasthan
&
Vasudha Parkhi
Certified Corporate Trainer, India
Language Editor : Dr. Rishi Thakar

Assistant Professor of English
Aroma College, Ahmedabad.
ISBN 978-81-949223-4-6
Edition : 2020
Copyright © 2020 Knowledge Management and Research

Organisation.
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developed represents the breadth of research excellence in this
multidisciplinary academic field. Some of the information,
illustrations and examples are taken “as is” and as available in the
references mentioned in Bibliography for academic purpose and
better understanding by learner.’
ROLE OF SELF INSTRUCTIONAL MATERIAL
IN DISTANCE LEARNING
The need to plan effective instruction is imperative for a
successful distance teaching repertoire. This is due to the fact that
the instructional designer, the tutor, the author (s) and the
student are often separated by distance and may never meet in
person. This is an increasingly common scenario in distance
education instruction. As much as possible, teaching by distance
should stimulate the student's intellectual involvement and contain
all the necessary learning instructional activities that are capable
of guiding the student through the course objectives. Therefore,
the course / self-instructional material are completely equipped
with everything that the syllabus prescribes.
To ensure effective instruction, a number of instructional

design ideas are used and these help students to acquire knowledge,
intellectual skills, motor skills and necessary attitudinal changes.
In this respect, students' assessment and course evaluation are
incorporated in the text.
The nature of instructional activities used in distance

education self- instructional materials depends on the domain of
learning that they reinforce in the text, that is, the cognitive,
psychomotor and affective. These are further interpreted in the
acquisition of knowledge, intellectual skills and motor skills.
Students may be encouraged to gain, apply and communicate
(orally or in writing) the knowledge acquired. Intellectual- skills
objectives may be met by designing instructions that make use of
students' prior knowledge and experiences in the discourse as the
foundation on which newly acquired knowledge is built.
The provision of exercises in the form of assignments,

projects and tutorial feedback is necessary. Instructional activities
that teach motor skills need to be graphically demonstrated and
the correct practices provided during tutorials. Instructional
activities for inculcating change in attitude and behavior should
create interest and demonstrate need and benefits gained by
adopting the required change. Information on the adoption and
procedures for practice of new attitudes may then be introduced.
Teaching and learning at a distance eliminates interactive

communication cues, such as pauses, intonation and gestures,
associated with the face-to-face method of teaching. This is
particularly so with the exclusive use of print media. Instructional
activities built into the instructional repertoire provide this missing
interaction between the student and the teacher. Therefore, the
use of instructional activities to affect better distance teaching is
not optional, but mandatory.
Our team of successful writers and authors has tried to

reduce this.
Divide and to bring this Self Instructional Material as the best

teaching and communication tool. Instructional activities are
varied in order to assess the different facets of the domains of
learning.
Distance education teaching repertoire involves extensive use

of self- instructional materials, be they print or otherwise. These
materials are designed to achieve certain pre-determined learning
outcomes, namely goals and objectives that are contained in an
instructional plan. Since the teaching process is affected over a
distance, there is need to ensure that students actively participate
in their learning by performing specific tasks that help them to
understand the relevant concepts. Therefore, a set of exercises is
built into the teaching repertoire in order to link what students
and tutors do in the framework of the course outline. These could
be in the form of students' assignments, a research project or a
science practical exercise. Examples of instructional activities in
distance education are too numerous to list. Instructional activities,
when used in this context, help to motivate students, guide and
measure students' performance (continuous assessment)
PREFACE
We have put in lots of hard work to make this book as user-
friendly as possible, but we have not sacrificed quality. Experts
were involved in preparing the materials. However, concepts are
explained in easy language for you. We have included many tables
and examples for easy understanding.
We sincerely hope this book will help you in every way you
expect. All the best for your studies from our team!
AIR HOSTESS AND CABIN CREW MANAGEMENT
Contents
BLOCK 1 : GROOMING, SKIN AND HAIR CARE, DIET AND

EXERCISE, HYGIENE, MAKE–UP AND HAIRSTYLE,
CLOTHES
Unit 1 Importance of Grooming, Diet and Exercise, and
Hygiene
Introduction, Importance of Grooming, Personal Grooming,
First Impression, Regular Practise for Good Self–Image,
Health and Nutrition, Importance of Health and Nutrition,
Healthy and Balanced Diet, Guidelines for Healthy Eating,
Calorie Chart, Importance of Regular Exercise, Benefits of
Exercise, Benefits of Exercise on Mental Health, What
Happens if You Do Not Exercise, Hygiene and Cleanliness,
What is Hygiene, Hand wash Technique, Personal Hygiene,
Some Diseases Caused by Poor Hygiene
Unit 2 Skin and Hair Care, Makeup and Hair Style, for
Women
Introduction, Skin Care for Women, Understanding Different
Types of Skin, Types of Skin, General Practices for all Kinds
of Skin, Skin Care for Different Skin Types, Hair Care for
Women, Understanding Hair, Care for Different Types of
Hair, Makeup for Women, Importance of Makeup, Makeup
for Different Occasions, Maintenance of Makeup Implements
and Gadgets, Simple Makeup Routine, Basic Items Required
for Makeup, Basic Items Required for Makeup, Hairstyle for
Women, Different Face Shapes, Different Hair Styles for
Different Face Shapes, Hair Colour
Unit 3 Skin and Hair Care for Men, and Makeup and Hair
Style for Men
Introduction, Skin care for Men, Hair care for Men, Makeup
for Men, Research Data about Makeup for Men, Importance
of Makeup, Some tips for Makeup, Basic Items Required
for Men, Basic Items Required for Makeup, Hair Style for
Men, Different Hairstyles for Different Face Shapes, Hair
Colour, Manicure and Pedicure for Men and Women,
Importance of Manicure and Pedicure, Manicure at Home,
Pedicure at Home
Unit 4 Formal, Semi–Formal, and Informal Wear for Men
and Women
Introduction, Wardrobe Essentials for Men, Basic Wardrobe
Items, Selecting/Buying an Outfit (Men), Footwear for Men,
Accessories for Men, How to Dress for a Cabin Crew
Interview (Men), Informal Wear for Men, Informal Wear for
men, How to Differentiate between Informal and Formal
Dress Code, Wardrobe Essentials for Women, Basic
Wardrobe Items for Women, Informal Attire for Women,
Selecting/Buying an Outfit (Women), Footwear for Women,
Accessories for Women, How to Dress for a Cabin Crew
Interview (Women), Different Dress Codes, Difference
Between Formal, Semi–Formal, and Informal Dress Codes
for Men and Women
Dr. Babasaheb Ambedkar BBAATR–108
Open University Ahmedabad
Air Hostess and

Cabin Crew Management
BLOCK 1 : GROOMING, SKIN AND HAIR CARE, DIET AND
EXERCISE, HYGIENE, MAKE–UP AND HAIRSTYLE,
CLOTHES
UNIT 1 IMPORTANCE OF GROOMING, DIET AND EXERCISE,

AND HYGIENE
UNIT 2 SKIN AND HAIR CARE, MAKEUP AND HAIR STYLE, FOR
WOMEN
UNIT 3 SKIN AND HAIR CARE FOR MEN, MAKEUP AND HAIR
STYLE FOR MEN
UNIT 4 FORMAL, SEMI–FORMAL, AND INFORMAL WEAR FOR

MEN AND WOMEN
GROOMING, SKIN AND HAIR
CARE, DIET AND EXERCISE,
HYGIENE, MAKE–UP AND
HAIRSTYLE, CLOTHES
Block Introduction :
This block is to guide students, in gaining knowledge and information
about the requirements of airline industry, to help in becoming a Cabin Crew with
Domestic and International airlines.
Grooming, is taking care of yourself and your body, and it is something

everyone can and should do. Personal grooming is all about presenting yourself
in the best possible way, by focussing on personal hygiene and cleanliness. All
you need to do is establish a good daily routine so that you remain fit, healthy,
clean and tidy.
In this block, the students will be given a background about grooming,

maintaining hygiene practices by taking care of different parts of the body, how
to take care of skin, hair, make–up techniques, and different hairstyles. Also,
maintaining healthy mind and body, by eating well balanced meals, and exercising
regularly. Students will become aware of choosing and wearing different kinds
of clothes for different occasions, with confidence.
The block explains about, Personal grooming which is caring for your skin,
make–up, hair care, styling hair, shaving, trimming, painting nails etc. Students
will be able to understand the importance of maintaining good health which
includes nutrition, leisure activities, sleep, and exercise required in order to give
a good impression and look professional. By going through this block, students
will understand the difference between hygiene and grooming, benefits of
physical exercise on mental health, well balanced diet for good health, know how
to be dressed appropriately for any and every occasion, different make–up to be
applied for various occasions, and different hairstyles to be worn for different
functions.
Block Objectives :
After learning this block, you will be able to understand about :
Personal grooming, First impression, Regular practise for good self–image,

Importance of Health and Nutrition, Healthy and balanced diet, Guidelines for
healthy eating, Calorie chart, Benefits of exercise, Benefits of exercise on mental
health, What happens if you do not exercise, What is hygiene, Hand wash
technique, Personal hygiene, Some diseases caused by poor hygiene, Understanding
different types of skin, Types of skin, General practices for all kinds of skin,
Skincare for different skin types, Understanding hair, Care for different types of
hair, Importance of makeup, Makeup for different occasion, Simple makeup
routine, Maintenance of makeup implements and gadgets, Basic items required
for makeup, Different face shapes, Different hairstyles for different face shapes,
Hair colour, Skincare for Men, Haircare for Men, Importance of makeup for men,
Some tips for makeup for men, Basic items required for makeup for men,
Different hairstyles for different face shapes for men, Hair colour for men,
Importance of Manicure and Pedicure, Manicure at home, Pedicure at home,
Basic wardrobe items, Selecting/Buying an Outfit (Men), Footwear for Men,
Accessories for Men, How to dress for a Cabin Crew Interview (Men), Informal
wear for Men, How to differentiate between Informal and Formal dress code
(Men), Basic wardrobe items for women, Informal attire for women, Selecting/
Buying an Outfit (Women), Footwear for Women, Accessories for Women, How
to dress for a Cabin Crew Interview (Women), and Difference between Formal,
Semi–Formal, and Informal dress codes for Men and Women
Block Structure :
Unit 1 : Importance of Grooming, Diet and Exercise, and Hygiene
Unit 2 : Skin and Hair Care, Makeup and Hair Style, for Women
Unit 3 : Skin and Hair Care for Men, Makeup and Hair Style for
Men
Unit 4 : Formal, Semi–Formal, and Informal Wear for Men and

Women
UNIT Importance of Grooming, Diet
01 and Exercise, and Hygiene
UNIT STRUCTURE
1.0 Learning Objective
1.1 Introduction
1.2 Importance of Grooming
1.2.1 Personal Grooming
1.2.2 First Impression
1.2.3 Regular Practise for Good Self–Image
1.3 Health and Nutrition
1.3.1 Importance of Health and Nutrition
1.3.2 Healthy and Balanced Diet
1.3.3 Guidelines for Healthy Eating
1.3.4 Calorie Chart
1.4 Importance of Regular Exercise
1.4.1 Benefits of Exercise
1.4.2 Benefits of Exercise on Mental Health
1.4.3 What Happens if You Do Not Exercise
1.5 Hygiene and Cleanliness
1.5.1 What is Hygiene
1.5.2 Hand wash Technique
1.5.3 Personal Hygiene
1.5.4 Some Diseases Caused by Poor Hygiene
1.6 Let Us Sum Up
1.7 Answer for Check Your Progress
1.8 Glossary
1.9 Assignment
1.10 Activities
1.11 Case Study
1.12 Further Readings
1.0 LEARNING OBJECTIVES :

After learning this unit, you will be able to understand about :
• Importance of Grooming
• Health and Nutrition
• Importance of regular Exercise
• Hygiene and Cleanliness
1
Air Hostess and
1.1 INTRODUCTION :
Personal Grooming helps in the growth of confidence level in a person.
When we look good, we feel good. Just as we take care of our internal body to
stay healthy, a well-groomed external appearance helps in projecting ourselves
as a sophisticated, and successful person. It is said that 'First impression is the
last impression', so let us ensure that we make a good impression, every time.
1.2 IMPORTANCE OF GROOMING :

1.2.1 Personal Grooming :
Personal grooming helps in improving self–esteem and self–confidence.
Along with makeup, hairstyle, and clothes you wear, how you present yourself
is also very important. The right posture, and gestures help in conveying your
message effectively, and positively.
1.2.2 First Impression :
We usually tend to make an impression of people based on their external
appearance. So, we must remember to follow the same rules when we are meeting
others, especially during a job interview, or some important formal occasion.
Projecting the right image, helps in how people see, and form their first
impression of you.
1.2.3 Regular Practise for good self–image :
Make sure your nails are well manicured and painted with an appropriate
colour.
Your hair should be clean and tied neatly.
Face should look bright and cheerful.
Makeup should look natural.
Clothes should be clean, and well ironed.
Footwear must be comfortable, and appropriate.
Pedicure is recommended to keep the feet healthy.
Deodorant must be used to keep body odour away.
Mint or mouth spray is recommended to conceal bad breath.
 Check Your Progress – 1 :
1. Who requires Personal Grooming ?
(a) Boys (b) Girls (c) Everyone
2. What is First Impression ?
(a) How others view you in the first few seconds
(b) How you look
(c) What you think of yourself
2
Importance of
1.3 HEALTH AND NUTRITION :
Grooming, Diet and
1.3.1 Importance of Health and Nutrition : Exercise, and Hygiene
Health, and nutrition are two very important aspects to good living.
Nutritious food, combined with physical activities leads to a healthy lifestyle. You
can improve your health by having a balanced diet rich in proteins, vitamins, and
minerals. Carbohydrates and fats must be consumed in moderation. While
malnutrition can lead to disease, imbalanced diet could lead to being overweight.
1.3.2 Healthy and Balanced Diet :
Healthy and balanced diet boosts immune system, gives you glowing skin,
maintain fitness and weight. The ideal amount of food would be different for men
and women depending on their diet preferences, like vegan, vegetarian or non–
vegetarian meal. Also, diet varies from person to person depending on their age,
gender, and physical activities.
1.3.3 Guidelines for Healthy Eating :
Eat a variety of food like vegetables, fruits, legume, pulses, whole grains,
high fibre food, lean meat, fish, and eggs
Reduce salt and sugar intake
Drink plenty of water
Replace saturated with unsaturated fats
Eat smaller portions of food
Reduce intake of salt
Cut down on junk food
Stay away from alcohol and aerated drinks
3
Air Hostess and 1.3.4 Calorie Chart :
The recommended daily calorie intake is 2,000 a day for

women and 2,500 for men.
1. What is a balanced diet ?
(a) Eating whatever you like
(b) A diet with balance of all nutrients required for the body
(c) Eating once a day
2. Recommended calories for men and women are the same.
(a) True (b) False (c) Not sure
4
Importance of
1.4 IMPORTANCE OF REGULAR EXERCISE :
Grooming, Diet and
1.4.1 Benefits of Exercise : Exercise, and Hygiene
Exercise helps manage your weight and reduce the risk of becoming too
fat. It also improves overall appearance, decrease health related issues, and helps
to feel more energetic and focused. A good night's sleep of minimum six to eight
hours, along with some simple exercise is essential for physical and mental health.
1.4.2 Benefits of Exercise on Mental Health :
Simple physical exercises like running, cycling, brisk walking can be
highly beneficial in relieving stress and anxiety, improving memory, sleeping
better, and boost your overall mood. Regular exercise helps in building self–
esteem and feeling more confident.
1.4.3 What Happens if You Do Not Exercise :
If you do not exercise, you will become breathless while performing simple
physical activities. You will have less stamina and will need help for simple tasks.
You will have less energy and become lazy.
Example of Exercise routine

1. Why must we exercise ?
(a) To keep physically and mentally fit
(b) To overcome boredom
(c) To compete for weight loss
2. Who should not exercise ?
(a) Healthy youngsters (b) Healthy adults
(c) People with serious health conditions
1.5 HYGIENE AND CLEANLINESS :

1.5.1 What is Hygiene :
Hygiene is the practice of following regular practises to maintain good
health and prevent any health issues by keeping the surroundings clean, neat, and
tidy.
5
Air Hostess and Washing and wearing clean clothes help in maintaining hygiene. Shampooing
Cabin Crew Management hair and using soap while bathing will promote good hygiene.
Maintaining cleanliness inside the house and keeping the neighbourhood
clean will reduce illness.
Public areas, if kept clean will spread a healthy environment.
1.5.2 Hand wash Technique :
First, wet your hands with clean, running water (warm or cold), turn off
the tap, and then apply soap. Lather your hands by rubbing them together with
the soap. Lather the backs of your hands, between your fingers, and under your
nails. Scrub your hands for at least 20 seconds for effective cleaning, then rinse
well under running water.
Example of Proper Hand washing

(Picture sourced from verywellhealth.com)
1.5.3 Personal Hygiene :
Personal hygiene is about self–care and health. This includes, brushing
your teeth, bathing, trimming and cleaning your nails, washing your hands before
meals, and handling food.
As you come in contact with lots of germs during your daily interactions
with others, the simplest way to protect yourself and others, is by washing your
hands with soap and water before eating, or touching any food item.
1.5.4 Some diseases caused by poor hygiene :
Food poisoning : Illness caused by eating food that is unhygienically
cooked or stored, which in turn becomes poisonous and causes the person to vomit
or have loose motion.
Diarrhoea : Loose motion
Gastroenteritis : Swelling of the stomach and intestines causing vomiting
and diarrhoea.
Skin infection : A skin infection occurs when germs enter the skin and
spread. This can cause pain, swelling, rash and colour of the skin changes.
Body odour : Bad smell that comes from the body when a person has not
had a bath.
6
Mouth infection : Swelling of gums, bad smell from the mouth, cavities Importance of
in the teeth, etc. are some of the mouth infections that a person can get if he/ Grooming, Diet and
she does not brush their teeth, gargle/rinse their mouth after each meal. Exercise, and Hygiene

1. What disease can be caused by poor hygiene ?
(a) Healthy teeth (b) Glowing skin (c) Skin infection
2. How can you follow personal hygiene ?
(a) Brushing teeth (b) Not washing hands (c) Wearing dirty clothes
1.6 LET US SUM UP :

In this unit we learned about :
• Importance of grooming
• Personal grooming
• First impression
• Regular practise for good self–image
• Importance of Health and Nutrition
• Healthy and balanced diet
• Guidelines for healthy eating
• Calorie chart
• Importance of regular exercise
• Benefits of exercise on mental health
• What happens if you do not exercise
• Importance of hygiene and cleanliness
• Personal hygiene
• Some diseases caused by poor hygiene
1.7 ANSWERS FOR CHECK YOUR PROGRESS :

 Check Your Progress 1 :
1. (C), 2. (A)
1. (B), 2. (B)
1. (A), 2. (C)
1. (C), 2. (A)
7
Air Hostess and
1.8 GLOSSARY :
Word Meaning
Aerated drinks Carbonated drinks, like soda
Anxiety A feeling of worry, concern, nervousness
Benefits Advantage
Body odour Unpleasant (not good) smell
Brisk walking Walking fast
Conceal Hide
Gesture A movement of part of the body, especially of hand or of the
head, to express an idea or meaning
Junk food Food that has very high content of salt, sugar and fat content.
Chips, fried food, burgers, pizza are few examples of junk
food
Lather A froth or bubbles produced by soap, when mixed with water
Lean Meat Meats with low fat content
Legume Kabuli Chana, Rajma, Chowli, etc. are examples of legume
Nutrients Food that provides nourishment essential for the maintenance
of life and for growth
Posture The position in which a person holds their body when
standing or sitting
Saturated fat Unhealthy fats like butter, palm oil, cheese, etc.
Self–esteem Belief in one's own worth or abilities, self–respect
Unsaturated fat Unsaturated fats are fats that are good for your heart.
Vegetable oil; seed–based oil like peanut, sesame; nuts and
seeds like flaxseed, walnuts are examples of food that has
unsaturated fats.
Vegan A person who does not eat or use animal products
1.9 ASSIGNMENT :
Write an essay about importance of Diet, Health, and Exercise in your daily
life.
1.10 ACTIVITY :
• Make a list of your Strengths and Weaknesses, and work on converting the
weaknesses into strengths. For example, your weakness is not brushing
your teeth at night before going to bed. To overcome this habit, you will
have to remember to brush at night, you could take help of your family
members by asking them to remind you, or set an alarm. Remember, not
to miss a single day. With constant practise, you will be able to overcome
this weakness, and make it your strength of daily brushing before going
to bed
8
• You notice that someone in your family or friends are not really aware of Importance of
proper hand washing technique. Explain to your family member or friend, Grooming, Diet and
the process of hand wash. Exercise, and Hygiene
1.11 CASE STUDY :

• Childhood obesity : causes and consequences (Abstract)
Link for complete case study – https://www.ncbi.nlm.nih.gov/pmc/
articles/PMC4408699/
Childhood obesity has reached epidemic levels in developed as well as in
developing countries. Overweight and obesity in childhood are known to have
significant impact on both physical and psychological health. Overweight and
obese children are likely to stay obese into adulthood and more likely to develop
non–communicable diseases like diabetes and cardiovascular diseases at a
younger age. The mechanism of obesity development is not fully understood and
it is believed to be a disorder with multiple causes. Environmental factors,
lifestyle preferences, and cultural environment play pivotal roles in the rising
prevalence of obesity worldwide. In general, overweight and obesity are assumed
to be the results of an increase in caloric and fat intake. On the other hand, there
are supporting evidence that excessive sugar intake by soft drink, increased
portion size, and steady decline in physical activity have been playing major roles
in the rising rates of obesity all around the world. Childhood obesity can
profoundly affect children's physical health, social, and emotional well–being,
and self–esteem. It is also associated with poor academic performance and a lower
quality of life experienced by the child. Many co–morbid conditions like
metabolic, cardiovascular, orthopaedic, neurological, hepatic, pulmonary, and
renal disorders are also seen in association with childhood obesity.
 Introduction :
The world is undergoing a rapid epidemiological and nutritional transition
characterized by persistent nutritional deficiencies, as evidenced by the prevalence
of stunting, anaemia, and iron and zinc deficiencies. Concomitantly, there is a
progressive rise in the prevalence of obesity, diabetes and other nutrition related
chronic diseases (NRCDs) like obesity, diabetes, cardiovascular disease, and
some forms of cancer. Obesity has reached epidemic levels in developed
countries. The highest prevalence rates of childhood obesity have been observed
in developed countries; however, its prevalence is increasing in developing
countries as well. Females are more likely to be obese as compared to males,
owing to inherent hormonal differences.
It is emerging convincingly that the genesis of Type 2 Diabetes and
Coronary Heart Disease begins in childhood, with childhood obesity serving as
an important factor. There has been a phenomenal rise in proportions of children
having obesity in the last 4 decades, especially in the developed world. Studies
emerging from different parts of India within last decade are also indicative of
similar trend. This view has been challenged over recent years and we presently
consider these as different forms of the global malnutrition problem. This new
conceptualization leads us to simultaneously address the root causes of nutritional
deficiencies which in turn will contribute to the control of under nutrition and
the prevention of obesity, diabetes, and other NRCDs. This summary provides
a public health overview of selected key issues related to the prevention of obesity
and chronic diseases with a life–course perspective of nutrition and child growth.
9
Air Hostess and Childhood obesity is one of the most serious public health challenges of
Cabin Crew Management the 21st century. The problem is global and is steadily affecting many low and
middle income countries, particularly in urban settings. The prevalence has
increased at an alarming rate. Globally in 2010, the number of overweight
children under the age of five is estimated to be over 42 million. Close to 35
million of these are living in developing countries.
 Definition of Childhood Obesity :
Although definition of obesity and overweight has changed over time, it
can be defined as an excess of body fat (BF). There is no consensus on a cut–
off point for excess fatness of overweight or obesity in children and adolescents.
A study by conducted by Williams. (1992), on 3,320 children in the age–group
of 5–18 years classified children as fat if their percentage of body fat was at least
25% for males and 30% for females, respectively. The Centre for Disease Control
and Prevention defined overweight as at or above the 95th percentile of body mass
index (BMI) for age and "at risk for overweight" as between 85th to 95th
percentile of BMI for age. European researchers classified overweight as at or
above 85th percentile and obesity as at or above 95th percentile of BMI.
An Indian research study has defined overweight and obesity as overweight
(between ?85th and <95th percentile) and obesity ( ?95th percentile). Another
study has followed World Health Organization 2007 growth reference for defining
overweight and obesity.
There are also several methods to measure the percentage of body fat. In
research, techniques include underwater weighing (densitometry), multi–frequency
bioelectrical impedance analysis (BIA), and magnetic resonance imaging (MRI).
In the clinical environment, techniques such as BMI, waist circumference, and
skin–fold thickness have been used extensively. Although, these methods are less
accurate than research methods, they are satisfactory to identify risk. While BMI
seems appropriate for differentiating adults, it may not be as useful in children
because of their changing body shape as they progress through normal growth.
In addition, BMI fails to distinguish between fat and fat–free mass (muscle and
bone) and may exaggerate obesity in large muscular children. Furthermore,
maturation pattern differs between genders and different ethnic groups. Studies
that used BMI to identify overweight and obese children based on percentage of
body fat have found high specificity (95–100%), but low sensitivity (36–66%)
for this system of classification. While health consequences of obesity are related
to excess fatness, the ideal method of classification should be based on direct
measurement of fatness. Although methods such as densitometry can be used in
research practice, they are not feasible for clinical settings. For large population–
based studies and clinical situations, bioelectrical impedance analysis (BIA) is
widely used. Waist circumference seems to be more accurate for children because
it targets central obesity, which is a risk factor for type II diabetes and coronary
heart disease.
 Causes of Childhood Obesity :
It is widely accepted that increase in obesity results from an imbalance
between energy intake and expenditure, with an increase in positive energy
balance being closely associated with the lifestyle adopted and the dietary intake
preferences. However, there is increasing evidence indicating that an individual's
genetic background is important in determining obesity risk. Research has made
important contributions to our understanding of the factors associated with
10
obesity. The ecological model, as described by Davison, suggests that child risk Importance of
factors for obesity include dietary intake, physical activity, and sedentary Grooming, Diet and
behaviour. The impact of such risk factors is moderated by factors such as age, Exercise, and Hygiene
gender. Family characteristics parenting style, parents' lifestyles also play a role.
Environmental factors such as school policies, demographics, and parents' work–
related demands further influence eating and activity behaviours.
Genetics are one of the biggest factors examined as a cause of obesity.
Some studies have found that BMI is 25–40% heritable. However, genetic
susceptibility often needs to be coupled with contributing environmental and
behavioural factors in order to affect weight. The genetic factor accounts for less
than 5% of cases of childhood obesity. Therefore, while genetics can play a role
in the development of obesity, it is not the cause of the dramatic increase in
childhood obesity.
Basal metabolic rate has also been studied as a possible cause of obesity.
Basal metabolic rate, or metabolism, is the body's expenditure of energy for
normal resting functions. Basal metabolic rate is accountable for 60% of total
energy expenditure in sedentary adults. It has been hypothesized that obese
individuals have lower basal metabolic rates. However, differences in basal
metabolic rates are not likely to be responsible for the rising rates of obesity.
Review of the literature investigates factors behind poor diet and offers
numerous insights into how parental factors may impact on obesity in children.
They note that children learn by modelling parents' and peers' preferences, intake
and willingness to try new foods. Availability of, and repeated exposure to,
healthy foods is key to developing preferences and can overcome dislike of foods.
Mealtime structure is important with evidence suggesting that families who eat
together consume more healthy foods. Furthermore, eating out or watching TV
while eating is associated with a higher intake of fat. Parental feeding style is
also significant. The author's found that authoritative feeding (determining which
foods are offered, allowing the child to choose, and providing rationale for
healthy options) is associated with positive cognitions about healthy foods and
healthier intake. Interestingly authoritarian restriction of "junk–food" is associated
with increased desire for unhealthy food and higher weight.
Government and social policies could also potentially promote healthy
behaviour. Research indicates taste, followed by hunger and price, is the most
important factor in adolescents snack choices. Other studies demonstrate that
adolescents associate junk food with pleasure, independence, and convenience,
whereas liking healthy food is considered odd. This suggests investment is
required in changing meanings of food, and social perceptions of eating behaviour.
As proposed by the National Taskforce on Obesity (2005), fiscal policies such
as taxing unhealthy options, providing incentives for the distribution of inexpensive
healthy food, and investing in convenient recreational facilities or the aesthetic
quality of neighbourhoods can enhance healthy eating and physical activity.
Dietary factors have been studied extensively for its possible contributions
to the rising rates of obesity. The dietary factors that have been examined include
fast food consumption, sugary beverages, snack foods, and portion sizes.
Fast food Consumption : Increased fast food consumption has been linked
with obesity in the recent years. Many families, especially those with two parents
working outside the home, opt for these places as they are often favoured by their
children and are both convenient and inexpensive. Foods served at fast food
11
Air Hostess and restaurants tend to contain a high number of calories with low nutritional values.
Cabin Crew Management A study conducted examined the eating habits of lean and overweight adolescents
at fast food restaurants. Researchers found that both groups consumed more
calories eating fast food than they would typically in a home setting but the lean
group compensated for the higher caloric intake by adjusting their caloric intake
before or after the fast food meal in anticipation or compensation for the excess
calories consumed during the fast food meal. Though many studies have shown
weight gain with regular consumption of fast food, it is difficult to establish a
causal relationship between fast food and obesity.
Sugary beverages : A study examining children aged 9–14 from 1996–
1998, found that consumption of sugary beverages increased BMI by small
amounts over the years. Sugary drinks are another factor that has been examined
as a potential contributing factor to obesity. Sugary drinks are often thought of
as being limited to soda, but juice and other sweetened beverages fall into this
category. Many studies have examined the link between sugary drink consumption
and weight and it has been continually found to be a contributing factor to being
overweight. Sugary drinks are less filling than food and can be consumed quicker,
which results in a higher caloric intake.
Snack foods : Another factor that has been studied as a possible contributing
factor of childhood obesity is the consumption of snack foods. Snack foods
include foods such as chips, baked goods, and candy. Many studies have been
conducted to examine whether these foods have contributed to the increase in
childhood obesity. While snacking has been shown to increase overall caloric
intake, no studies have been able to find a link between snacking and overweight.
Portion size : Portion sizes have increased drastically in the past decade.
Consuming large portions, in addition to frequent snacking on highly caloric
foods, contribute to an excessive caloric intake. This energy imbalance can cause
weight gain, and consequently obesity.
Activity level : One of the factors that is most significantly linked to
obesity is a sedentary lifestyle. Each additional hour of television per day
increased the prevalence of obesity by 2%. Television viewing among young
children and adolescents has increased dramatically in recent years. The increased
amount of time spent in sedentary behaviours has decreased the amount of time
spent in physical activity. Research which indicates the number of hours children
spend watching TV correlates with their consumption of the most advertised
goods, including sweetened cereals, sweets, sweetened beverages, and salty
snacks. Despite difficulties in empirically assessing the media impact, other
research discussed emphasizes that advertising effects should not be underestimated.
Media effects have been found for adolescent aggression and smoking and
formation of unrealistic body ideals. Regulation of marketing for unhealthy foods
is recommended, as is media advocacy to promote healthy eating.
 Environmental factors
While extensive television viewing and the use of other electronic media
has contributed to the sedentary lifestyles, other environmental factors have
reduced the opportunities for physical activity. Opportunities to be physically
active and safe environments to be active in have decreased in the recent years.
The majority of children in the past walked or rode their bike to school. A study
conducted in 2002 found that 53% of parents drove their children to school. Of
these parents, 66% said they drove their children to school since their homes were
12
too far away from the school. Other reasons parents gave for driving their children Importance of
to school included no safe walking route, fear of child predators, and out of Grooming, Diet and
convenience for the child. Children who live in unsafe areas or who do not have Exercise, and Hygiene
access to safe, well–lit walking routes have fewer opportunities to be physically
active.
 Socio–cultural factors :
Socio–cultural factors have also been found to influence the development
of obesity. Our society tends to use food as a reward, as a means to control others,
and as part of socializing. These uses of food can encourage the development of
unhealthy relationships with food, thereby increasing the risk of developing
obesity.
 Family factors :
Family factors have also been associated with the increase of cases of
obesity. The types of food available in the house and the food preferences of
family members can influence the foods that children eat. In addition, family
mealtimes can influence the type of food consumed and the amount thereof.
Lastly, family habits, whether they are sedentary or physically active, influence
the child. Studies have shown that having an overweight mother and living in a
single parent household are associated with overweight and childhood obesity.
 Psychological factors :
Depression and anxiety : A recent review concluded that the majority of
studies find a prospective relationship between eating disturbances and depression.
However, this relationship is not unidirectional; depression may be both a cause
and a consequence of obesity. Additionally, in a clinical sample of obese
adolescents, a higher life–time prevalence of anxiety disorders was reported
compared to non–obese controls. Although some studies demonstrate no significant
relationship between increased BMI and increased anxiety symptoms. Thus, the
relationship between obesity and anxiety may not be unidirectional and is
certainly not conclusive.
Self–esteem : Research findings comparing overweight/obese children
with normal–weight children in regards to self–esteem have been mixed. Some
studies have found that obese children have lower self–esteem while others do
not. There is some consensus in the literature that the global approach to self–
esteem measurement with children who are overweight/obese is misleading as the
physical and social domains of self–esteem seem to be where these children are
most vulnerable.
Body dissatisfaction : Research has consistently found that body satisfaction
is higher in males than females at all ages. Gender differences may reflect the
westernized cultural ideals of beauty in that thinness is the only culturally defined
ideal for females, while males are encouraged to be both lean and muscular. Thus,
there is a linear relationship between body dissatisfaction and increasing BMI for
girls; while for boys a U–shaped relationship suggests that boys with BMIs at
the low and high extremes experience high levels of body dissatisfaction.
Eating disorder symptom Traits associated with eating disorders appear to
be common in adolescent obese populations, particularly for girls. A number of
studies have shown higher prevalence of eating–related pathology (i.e. Anorexia,
Bulimia Nervosa, and impulse regulation) in obese children/youth.
13
Air Hostess and Emotional problems : In one of the few studies to investigate the
Cabin Crew Management psychological impact of being overweight/obese in children, a review of 10
published studies over a 10–year period (1995–2005) with sample sizes greater
than 50 revealed that all participants reported some level of psychosocial impact
as a result of their weight status. Being younger, female, and with an increased
perceived lack of control over eating seemed to heighten the psychosocial
consequences.
 Consequences of childhood obesity :
Childhood obesity can profoundly affect children's physical health, social,
and emotional well–being, and self–esteem. It is also associated with poor
academic performance and a lower quality of life experienced by the child. These
potential consequences are further examined in the following sections.
 Medical consequences :
Childhood obesity has been linked to numerous medical conditions. These
conditions include, but are not limited to, fatty liver disease, sleep apnea, Type
2 diabetes, asthma, hepatic steatosis (fatty liver disease), cardiovascular disease,
high cholesterol, cholelithiasis (gallstones), glucose intolerance and insulin
resistance, skin conditions, menstrual abnormalities, impaired balance, and
orthopaedic problems. Until recently, many of the above health conditions had
only been found in adults; now they are extremely prevalent in obese children.
Although most of the physical health conditions associated with childhood
obesity are preventable and can disappear when a child or adolescent reaches a
healthy weight, some continue to have negative consequences throughout adulthood.
In the worst cases, some of these health conditions can even result in death.
Below, three of the more common health problems associated with childhood
obesity are discussed, diabetes, sleep apnea, and cardiovascular disease.
 Socio–emotional consequences :
In addition to being implicated in numerous medical concerns, childhood
obesity affects children's and adolescent's social and emotional health. Obesity
has been described as being "one of the most stigmatizing and least socially
acceptable conditions in childhood." Overweight and obese children are often
teased and/or bullied for their weight. They also face numerous other hardships
including negative stereotypes, discrimination, and social marginalization.
Discrimination against obese individuals has been found in children as young as
2 years old. Obese children are often excluded from activities, particularly
competitive activities that require physical activity. It is often difficult for
overweight children to participate in physical activities as they tend to be slower
than their peers and contend with shortness of breath. These negative social
problems contribute to low self–esteem, low self–confidence, and a negative body
image in children and can also affect academic performance. All of the above–
mentioned negative effects of overweight and obesity can be devastating to
children and adolescents.
The social consequences of obesity may contribute to continuing difficulty
in weight management. Overweight children tend to protect themselves from
negative comments and attitudes by retreating to safe places, such as their homes,
where they may seek food as a comfort. In addition, children who are overweight
tend to have fewer friends than normal weight children, which results in less
social interaction and play, and more time spent in sedentary activities. As
14
aforementioned, physical activity is often more difficult for overweight and obese Importance of
children as they tend to get shortness of breath and often have a hard time keeping Grooming, Diet and
up with their peers. This in turn inevitably results in weight gain, as the amount Exercise, and Hygiene
of calories consumed exceeds the amount of energy burned.
 Academic consequences :
Childhood obesity has also been found to negatively affect school
performance. A research study concluded that overweight and obese children
were four times more likely to report having problems at school than their normal
weight peers. They are also more likely to miss school more frequently, especially
those with chronic health conditions such as diabetes and asthma, which can also
affect academic performance.
 Conclusion :
The growing issue of childhood obesity can be slowed, if society focuses
on the causes. There are many components that play into childhood obesity, some
being more crucial than others. A combined diet and physical activity intervention
conducted in the community with a school component is more effective at
preventing obesity or overweight. Moreover, if parents enforce a healthier
lifestyle at home, many obesity problems could be avoided. What children learn
at home about eating healthy, exercising and making the right nutritional choices
will eventually spill over into other aspects of their life. This will have the biggest
influence on the choices kids make when selecting foods to consume at school
and fast–food restaurants and choosing to be active. Focusing on these causes
may, over time, decrease childhood obesity and lead to a healthier society as a
whole.
(How can you make sure that you keep a good balance between
nutrition and exercise ? Plan, and follow a diet and exercise routine, to
ensure good healthy lifestyle)
1.12 FURTHER READING :

• Personal and Domestic hygiene
http://www.sulabhenvis.nic.in/Database/hygiene_personalanddomestic_
2078.aspx
• Free e–books for Health/Diet/Exercise
https://www.barnesandnoble.com/b/free–ebooks/nook–books/diet–
health–fitness/exercise–fitness/_/N–ry0Z8qaZ11jg
• How to create a healthy plate – video link
https://www.youtube.com/watch ?v=Gmh_xMMJ2Pw
• Book – Public Health and Hygiene
Author : V. Kumaresan, R. Sorna Raj,
15
Skin and Hair Care, Makeup
UNIT
02 and Hair Style, for Women
UNIT STRUCTURE
2.1 Introduction
2.2 Skin Care for Women
2.2.1 Understanding Different Types of Skin
2.2.2 Types of Skin
2.2.3 General Practices for all Kinds of Skin
2.2.4 Skin Care for Different Skin Types
2.3 Hair Care for Women
2.3.1 Understanding Hair
2.3.2 Care for Different Types of Hair
2.4 Makeup for Women
2.4.1 Importance of Makeup
2.4.2 Makeup for Different Occasions
2.4.3 Maintenance of Makeup Implements and Gadgets
2.4.4 Simple Makeup Routine
2.5 Basic Items Required for Makeup
2.5.1 Basic Items Required for Makeup
2.6 Hairstyle for Women
2.6.1 Different Face Shapes
2.6.2 Different Hair Styles for Different Face Shapes
2.6.3 Hair Colour
2.7 Let Us Sum Up
2.9 Glossary
2.10 Assignment
2.11 Activities
2.12 Case Study

• Skin care for Women
• Hair care for women
• Makeup for Women
• Basic Items required for Makeup
• Hairstyle for Women
16
Skin and Hair Care,
2.1 INTRODUCTION :
Makeup and
The skin, is the outer covering of the body, it is the largest organ of the Hair Style, for Women
body. Though nearly all human skin is covered with hair, certain parts may appear
hairless. Skin is the thinnest on your eyelids, and hardest on the soles of your
feet.
Skin plays a key role in protecting, and preventing excessive water loss.
Its other functions are regulation of temperature, sensation, producing Vitamin
D in the presence of Sun light.
Taking care of your skin is absolutely essential, because good skin makes
you look more attractive, thus boosting your confidence level.
Makeup and Hairstyle are used to enhance self–image and self–presentation.
Hair care is about caring for your hair and scalp, by regularly cleaning,
and nourishing it.
2.2 SKIN CARE FOR WOMEN :

2.2.1 Understanding different types of Skin :
• It would be helpful to identify your skin type before you start using any
cosmetics, and skin care routine.
• Using good quality product is very important, as usage of wrong product
could lead to skin damage.
• Drinking plenty of water helps all types of skin.
• It is recommended to remove all unwanted hair. Always, moisturise skin
after the hair removal process.
• If there are any serious skin related issues, it is important to visit a
dermatologist.
2.2.2 Types of Skin :
There are five types of skin, they are :
• Dry Skin : If your skin is tight and flaky, then it could be dry.
• Oily Skin : If your skin feels greasy, shiny and dirty it could be oily skin
type.
• Combination Skin : Sometimes the skin is oily in some parts and dry in
other this could be because its combination skin, which could be a result
of using excessive skin products without proper knowledge, or over
exposure to extreme kinds of climate. This is the most common kind of
skin.
• Normal Skin : Generally, has a fine texture, and glows with health.
• Sensitive Skin : This kind of skin is generally sensitive to any kind of
products, or strong climatic conditions. It gets red, or breaks into small
rashes at the slightest reason.
2.2.3 General Practices for all kinds of Skin :
These are the general practices to be followed by all kinds of skin. Every
skin has different kinds of products available in the market, it is advisable to use
the perfect product which agrees with your skin.
17
Air Hostess and There are some home remedies for emergencies, definitely not recommended
Cabin Crew Management for long term use, but could be tried if products are not easily available.
 Cleansing Lotion :
Milk and few drops of lemon juice can be taken on a cotton pad and used
as cleansing lotion. Dry skin should avoid lemon juice.
 Scrub :
• Choker (the rough remains after sifting flour) can be used as scrub
• Filter coffee can also be used as scrub, its excellent as an exfoliator after
sun tan
• Idli batter can also be used as a scrub.
 Face Packs :
Many of the fruit pulps can be used as nutrition packs for the skin.
2.2.4 Skin Care for Different Sin Types :
 For Dry Skin :
• First use a cream cleanser to clean the grease and grime stuck on the face.
• Use a menthol free moisturizing face wash, to wash your face after
cleansing.
• Then use a moisturizing cream to nourish your skin.
 For Oily Skin :
• First use gel or foam cleanser, to clean the grease and grime stuck on the
face.
• Use a menthol based moisturizing face wash, to wash your face after
cleansing.
• Then use a non–greasy moisturizing cream, to nourish your skin.
 For Combination Skin :
• First use cleansing milk, to clean the grease and grime stuck on the face.
• Use a gentle face wash, to wash your face after cleansing.
• Then use cream and moisturizer, to nourish your skin.
 For Normal Skin :
• Use cleansing milk or lotion, to clean the grease and grime stuck on the
face.
• Use a gentle face wash, to wash your face after cleansing.
• Then use cream and moisturizer, to nourish your skin.
 For Sensitive Skin :
• Use mild natural, and chemical free products
• Visit a skin specialist before using any cosmetics as you may have allergic
reactions to certain products.
1. How many types of skin are there ?
(a) Three (b) Four (c) Five
18
2. What is the most common kind of skin ? Skin and Hair Care,
Makeup and
(a) Combination skin (b) Oily skin (c) Dry skin
Hair Style, for Women
2.3 HAIR CARE FOR WOMEN :
2.3.1 Understanding Hair :
Like the skin, hair is also categorised into dry and oily hair. Generally, the
quality of the hair is as per the skin type.
• Hair can be divided into hair root, and hair shaft. Hair root is under the
skin, while hair shaft is the part we can see and touch.
• Good balanced diet is extremely important for good lustrous hair. Diet must
have proper quantity of Iron, which is in form of leafy vegetables and red
vegetables and fruits.
• To keep the hair and scalp clean, and to protect it from pollution and
excessive sun damage, washing your hair regularly with good quality
shampoo and conditioner, is recommended.
• After wash, allow the hair to dry naturally. If a hair dryer or heat appliance
needs to be used, a hair protecting heat resistant serum is recommended
• Do not brush your harshly, it could lead to hair breakage and fuzzy hair
top.
• Ideally a wide tooth comb or finger combing is advisable for curly hair and
regular combing for straight shiny hair.
• If there are any serious scalp or hair related issues, like lice or persistent
dandruff, it is important to visit a dermatologist.
2.3.2 Care for different types of Hair :
There are different types of Hair :
• Oily scalp, Oily hair
• Dry scalp, Dry hair.
 Oily Scalp and Hair :
• For oily scalp and hair, use good quality products that are non–greasy.
• Do not shampoo your hair too often, and do not use very hot water.
• If your hair remains too oily, it will attract dirt.
• Wash your hairbrush after use.
 Dry Scalp and Hair :
• For dry hair, use a mild, good quality shampoo.
• Do not use shampoo, every day.
• Do not use alcohol–based products, it will dry the hair more.
" Use warm water for hair wash, and at the end rinse with cold water.
1. What is hair root ?
(a) Part of hair above the skin
(b) Part of hair under the skin
(c) Both
19
Air Hostess and 2. What kind of product is not good for dry scalp and hair ?
(a) Alcohol based (b) Organic (c) Gentle
2.4 MAKEUP FOR WOMEN :
Example of Eye Make–Up

2.4.1 Importance of Makeup :
• Makeup camouflages all the flaws of your skin, and makes you feel even
more confident. If there are a few acne or pimples, or dark circles under
your eyes, clever makeup can conceal it very well.
• Makeup is the best way to enhance your natural beauty and create illusions
of what you want to change.
• While buying cosmetics, make sure to check the expiry date, buy good
branded cosmetics. Ensure the makeup product is sealed.
• Nail polish, and Lipstick should not be too trendy or bright. Nowadays a
lot of gel nails are available, make sure you buy the right product or get
the extensions done from a professional, else you could tend to get serious
fungal infections in the nails.
• Always test the product before purchase.
• Generally, every good makeup counter would have a technician to help you
with the skin base and colours. Do take their advice before buying the
products.
Example of Job Interview Makeup

2.4.2 Makeup for different occasions :
There are various ways of wearing your makeup, for different occasions.
The most popular occasions when makeup is worn are :
• Casual Look : You need to only use a base, a light colour lip colour, kohl
pencil, and mascara. This gives you a clean and neat look.
• Formal Look : Same as above, but you could use a liner, and bit of darker
colour on the lips. A bit of highlighter can be used, too.
20
• Party Look (Evening Makeup) : Here, you need to use some thick base, Skin and Hair Care,
and darker shades of lipstick could be used, if required. Maybe a bit of Makeup and
shimmer and glitter could be added for effects. Hair Style, for Women
Example of Party Makeup

2.4.3 Maintenance of Makeup Implements and Gadgets :
• Regularly wash and dry makeup brushes, and other implements you use
for makeup with mild skin friendly cleaners.
• Wash your combs and brushes regularly.
• Electronic items must be kept away from moisture, handled and maintained
with care.
2.4.4 Simple Makeup Routine :
• Always cleanse your skin before applying makeup.
• Apply moisturizer
• Then Foundation/Primer
• Concealer
• Compact or Loose face powder
• Blusher
• Eye makeup (eyebrow pencil, mascara, eyeliner, eyeshadow)
• Lipstick
• Sponge and brush for applying makeup
• Make sure to complement the colours of your makeup with the clothes you
wear.
Example of Simple Makeup – Before and After Makeup
21
Air Hostess and  Check Your Progress – 3 :
1. Is party makeup recommended for a job interview ?
(a) No (b) Yes (c) Maybe
2. What kind of makeup should be used for oily skin ?
(a) Nothing specific (b) Cream based (c) Powder based
2.5 MAKE–UP ITEMS :

2.5.1 Basic Items Required for Makeup :
• Foundation, shades with Orange and dark shade included
• Translucent powder or Compact powder
• Concealer
• Cotton pads to remove makeup
• Eye shadow pallet with earthy colours, it should preferably be a combination
of matte and shimmer colours
• Eyebrow pencil of either brown or dark grey colour
• Black colour gel Eyeliner with Eyeliner application brush
• Black colour Mascara or Mascara volumizer
• Peach or warm colour blushers along with blush brush
• Matte Lipstick shades (Nude shades, red, peach, nude brown)
• Lip liner (according to the lipstick colour)
• Beauty blender for foundation application or Foundation brush
• Powder brush, Eye shadow application brush and Eyeshadow smudge
brush
• Black or nude colour Eye pencil
• Black colour Kajal
• Eyelash curler
• Powder puffs
• Lip Balm
2.6 HAIRSTYLE FOR WOMEN :

2.6.1 Different Face Shapes :
The Seven Basic Face Shapes :
• Oval, Round, Square, Diamond, Heart, Pear, and Oblong.
• Hair must be styled according to the shape of your face.
• For a formal meeting or interview, if your hair is longer than jawline, it
is always advised to wear your hair in a neat bun or ponytail, away from
your face.
• Hair holding devices like, ruffle band, hair net, or hair pins should be plain
and of natural or black colours.
• If your hair is short, ensure that no hair is falling on your face.
• Use gel or hairspray to keep your hair in place.
22
2.6.2 Different Hair Styles for Different Face Shapes : Skin and Hair Care,
Makeup and
Examples for Different Hair Styles Best Suited for Different Face Shapes
2.6.3 Hair Colour :
Hair colour should not be one or two shades darker or lighter, than your
natural hair colour.
Unnatural colours like Orange and Blue must be avoided.
1. How many basic face shapes are there ?
(a) Five (b) Six (c) Seven
2. When does the hair have to be neatly tied back ?
(a) Party (b) Interview (c) Meeting friends
2.7 LET US SUM UP :

• Understanding different types of skin
• Types of skin
• General practices for all kinds of skin
• Skincare for different skin types
• Understanding hair
• Care for different types of hair
• Importance of makeup
• Makeup for different occasion
• Simple makeup routine
• Maintenance of makeup implements and gadgets
• Basic items required for makeup
23
Air Hostess and • Different face shapes
• Different hairstyles for different face shapes
• Hair colour
2.8 ANSWER FOR CHECK YOUR PROGRESS :

1. (C), 2. (A)
1. (B), 2. (A)
1. (A), 2. (C)
1. (C), 2. (B)
2.9 GLOSSARY :
Word Meaning
Ailment Illness
Blusher A cosmetic for colouring the cheeks
Boosting Help to encourage or improve
Brand A known company name
Breakage The action of breaking something
Camouflage Hide or disguise
Compact case Makeup powder with mirror and sponge
Compliment A particular thing that adds value to an already
existing thing
Concealer A cosmetic to cover spots and blemishes
Conditioner A liquid applied to hair after shampooing to improve
its condition
Cream based makeup Is used for dry skin to give it a moist, satiny finish
Dermatologist A doctor specialising in skin and scalp care
Enhance Make something better
Excessive More than is necessary
Facial Cleanser A facial care product to remove makeup
Foundation Is a makeup applied to the face to give it an even look
Flaws A mark, blemish which is easily noticed
Foam Bubbly liquid
Gadgets A mechanical or electronic device
Greasy oily
Grime on skin Dirt stuck on skin
24
Hair Gel To style the hair (please review) Skin and Hair Care,
Makeup and
Hair spray To set the hair in place after it is styled (please review) Hair Style, for Women
Hair shaft The part of hair above the skin where you can see
Implements Cosmetics, brushes, sponges etc.
Ingredients Items present in the product
Lustrous Shining
Menthol free Peppermint free, as some skin type is sensitive to it
Moisturizer Used to prevent dryness to the skin (please review)
Nourish Feed
Powder based makeup Is used by oily skin to absorb excess oil and to give
it a matte look
Primer A cream used to allow makeup to last a longer time
Scalp Skin covering the head
Self–Image The idea one has about self–abilities
Self–Presentation How one projects self to others
2.10 ASSIGNMENT :
What do you think is your face type ? Based on the finding, write down
what are the different types of hairstyles that will look good on you.
2.11 ACTIVITY :
• What kind of skin do you have ? Try out different makeup that will suit
your skin type.
• A friend complains of severe hair fall, and itchy scalp. Your friend has also
developed some pimples on the facial skin. As someone who has recently
learned about skincare and haircare, how will you advise your friend ?
• Your sister wants to try out manicure. Explain the process of manicure to
her.
2.12 CASE STUDY :

• Case Study : The Emotional Pull of Beauty Brands
Link for the complete case study – https://usabilla.com/blog/case–
study–the–emotional–pull–of–beauty–brands/
We recently wrote about how beauty brands seduce you with emotional
design. It was great fun to look at different beauty brands, identify emotional
concepts on their websites and make assumptions on how they draw us in. To
back up our findings, we invited people to participate in a test case. Now the
results are in and it's even more fun to see how they underpin our hypothesis.
Feedback from about 100 participants shows that beauty brands really do appeal
to our emotions – but not only to seduce us, also to build their brand and make
us trust them.
For clarity, let's quickly recall the brands that were included in the test :
Nivea, Olay, Dove, L'Oréal Paris, Clinique, Garnier and Axe. We gave people the
following three tasks for each website :
25
Air Hostess and  What appeals to people ?
Given that this was the main underlying assumption for this case study, let's
start off with some results that show how beauty brands seduce us with emotional
design. Actually, almost all of the brands somehow used the same or at least
similar concepts to draw their customers in and seduce them.
 Beauty Effects :
A very prominent strategy are the effects of the main product or product
group. Even though each brand offers a wide range of products, they all focus
on a very specific effect. For example, Nivea promotes soft, smooth, and kissable
skin. Olay calls out skin improvement and anti–aging effects, while Clinique puts
the bulk of their focus on fragrance and allergy–free products. Dove is clean, fresh
and for young people, while L'Oréal Paris is perceived as very sophisticated,
elegant, and for women who want to look their best at any age.
Garnier focuses on their hair products that promise strong and shiny hair,
and Axe really sticks to basic products for men. In any case, all brands direct
our attention to the effects their products will have on us. And it works because
we all want soft skin; we all want allergy–tested products, and we all love strong
and shiny hair – at least the majority of women do. The described effects resonate
at an emotional level, which makes the beauty products highly desirable.
Colors : Beauty brands all have a very distinct color scheme. These colors
appeal to us because we associate them with some kind of emotion. Besides,
colors are very recognizable. A lot of our test participants pointed out that, when
looking for a brand in a department store, they look for a certain color
combination rather than the logo or brand name. Here is what participants
associated with the different brand colors. Nivea blue was associated with
tradition, quality, harmony and trust. Dove blue in combination with a lot of white
was perceived as clean, fresh, natural and youthful.
Garnier is very colorful and their intense green conveyed participants of
their youthful, natural and healthy products. Olay and L'Oréal Paris both use
rather dark colors with bright and shiny contrasts. They look glamorous, elegant
and exquisite. Axe also chose a dark background with strong contrasts. Still, their
site was not perceived as harmonic. Last but not least, Clinique dismissed all
colors, which reflects the pure and fragrance–free ingredients of their products
in their design. Our research shows how colors clearly appeal to our emotions
and affect our perception of the brand.
Things participants said about colors :
"The color blue, when in the beauty aisle, always alerts me to Nivea
products."
"The colors are usually the first thing that stands out for Olay."
"The colors or L'Oréal Paris are dark, mysterious, and fashionable."
"I like the colors because they are very calming and make it easy to find
the brand in the drug store." [Garnier]
"White. Sterile. Clean." [Clinique]
 Tips and Consultations :
Tutorials, step–by–step instructions and personal consultations were very
appealing to our test participants. Body and skin care are very personal topics
and our test participants appreciated it when a brand recognizes that. Personal
26
consultations make us believe that the brands actually cares about us as an Skin and Hair Care,
individual. Makeup and
For example, on the site of L'Oréal Paris, an expert makeup artist offers
to help you find your own unique look. Dove and Clinique have own content
categories that cover "Tips, Topics, & Tools" or "My Skin Diagnostic". Garnier
offers a whole set of expert tips and step–by–step instructions for their products
as well as a personal beauty profile. Olay awaits their visitors with a big "Olay
for You" button that promises a personal skincare consultation. Nivea simply tells
their customers to use their products for soft skin, and Axe wraps the different
effects of their products in rather indirect messages like "Unleash the chaos" in
their attempt to appeal to men.
What participants said about beauty tips and consultations :
"Personal skin care consultation makes me trust the brand, as if I'm able
to talk with someone or go through a process to find out more about what's right
for me and how to take care of my skin better." [Olay]
"All of these how to videos and expert advice really make me feel like they
know what they are doing and value me enough to share." [Garnier]
"I love hearing about tips and new ideas from pros." [Clinique]
Anything beauty : It seems obvious that all beauty brands use concepts
that somehow relate to either inner and outer beauty. Of course, that's the reason
why we purchase and consume beauty products in the first place, right ? We want
to feel comfortable in our skin, attractive, self–confident and beautiful. Our
participants identified beauty concepts the brands use to appeal to us.
On the Nivea website, they named concepts like love, happiness,
attractiveness, calmness, softness, and cleanliness as those that appeal to us. On
Dove's website, participants identified concepts like satisfaction, contentment,
natural beauty, freshness, youth, simplicity, and self–esteem. Olay's site focuses
on elegance, exclusivity, quality, perfection, and glamor, while the L'Oréal Paris
website uses concepts like plain beauty, sophistication, mystery, magic, warmth,
and richness. Clinique's site appeals through cleanness, modernness, naturalness,
and simplicity. The Garnier site uses concepts like individualism, youth, natural
beauty, attractiveness, peacefulness and self–esteem, and on Axe's website,
participants identified concepts such as excitement, sex, attraction, fun, coolness,
and humor.
 How do beauty brands inspire people to trust them ?
Now we know that beauty brands use emotions to appeal to us. But what
else ? There are many others aspects that are important on the Web, such as trust.
Let's have a look at how beauty brands also use emotions to gain our trust.
Expertise : Expertise is a big trust factor for beauty brands. Our body is
something very personal and we need to be able to trust what we apply to our
skin and hair. Knowing that our brand of choice is run by professionals, and that
all products have been developed by experts tremendously increases our trust
towards that brand.
Participants pointed out that they trust Nivea because of the company's 100
years of existence and the experience that comes with that amount of time. Brands
like Dove, Garnier, Clinique, and Olay offer their expertise to their clients in the
form of expert tips and consumer education. Services like this indicate that these
brands really know their craft. L'Oréal Paris on the other hand uses experts as
27
Air Hostess and a reference who use the brand themselves. Axe is the only brand that does not
Cabin Crew Management show any sign of expertise on their site. Elements that indicate expertise appeal
to emotions that we associate with trust.
Things participants said about expertise :
"Step by step instructions that make one confident to use the products at
home" [Garnier]
"I like that experts in the field use the brand." [L'Oréal Paris]
"I like their desire to help and educate" [Dove]
Contact Information : As simple as it seems, contact information builds
trust. The fact to know 'who' is behind a brand and the possibility to get in touch
with these people is a huge plus in creating a foundation of trust with consumers.
On all websites, participants marked the contact page or any other contact
information as a trust–building element. The fact that we can obtain support and
therefore get recognized as individual customer with questions and interests is
very appealing and builds trust in a personable way.
Participants left comments like :
"I like that I have the opportunity to speak to someone and get answers
to any questions I may have." [Clinique]
"The contact page makes me trust them." [Nivea]
Professional Look and feel : The appearance of the brand itself can build
trust. The professional design, look and feel of a website in line with the general
image of the brand is a strong influential factor for the perceived level of trust.
The brand logo also adds to the perception of a brand's trustworthiness. For almost
all brands, participants agreed that a professional and characteristic website and
a familiar logo are very appealing and trust building. Participants cared primarily
for a clear structure and menu of the website. Professional looking pictures also
increased the perceived level of trust. So did the brand logo, especially when
participants associated it with a positive brand experience.
What participants thought about a professional look and feel :
"Easy to navigate web page and clean lines represent a simple,
straightforward product" [Nivea]
"Nicely displayed graphics show professionalism" [Nivea]
"Great graphic and display keep the site simple and non–cluttered"
[Clinique]
"Graphics are all very clear and clean looking, something that's attractive
in personal care products." [Dove]
 Social Responsibility :
Another aspect that participants really looked into as a trust factor was
social responsibility. It was appreciated if a beauty brand takes social responsibility.
Participants also appreciated that Clinique for example does not test their
products on animals. Even if there is no proof if a brand is actually environmentally
aware, the impression of being so is already enough to convince some customers.
Taking social responsibility makes a brand likable and gives us the impression
they do not only care about their profit. This image appeals to us.
What participants thought about social responsibility :
"Social mission means they strive to do something good" [Dove]
28
"I like Clinique because they don't perform animal tests on their products" Skin and Hair Care,
Makeup and
"Their use of natural additives, such as bamboo, makes me think they are
committed to using natural resources." [Garnier]
 How do emotions build brands ?
Beauty brands, like other brands, appeal to our emotions in a unique way
that we only associate with this one brand. They use emotions in several ways
to build their brand. Let's have a look at how they do that.
Unique Brand Associations : Beauty brands all have that one special thing
that makes them stand out. Participants clearly identified the different characteristics
that they associated with the different brand websites we tested. Nivea is
associated with tradition and high quality. For Dove, it is high self–esteem and
the assurance that you are beautiful the way you are. Clinique stands for allergy
tested and fragrance–free products, while Olay is known for skin improvement.
L'Oréal Paris is a sophisticated and exquisite beauty brand, and Garnier stands
out for great, strong, and shiny hair. Axe is associated with sex and attractiveness.
All these associations somehow trigger emotions such as desire, self–esteem, and
feeling beautiful or attractive.
Pictures : Pictures can have a very strong semantics and therefore
underline a brand's image. Participants identified imagery characteristics for all
brands that they believed helped to build the brand. Nivea shows professional
looking pictures of a happy and attractive face. Dove matches its imagery with
their overall image and uses models that look like the "girl next door". Clinique
on the other hand rarely uses any models in their images at all, rather they focus
on their products and abstract illustrations. Olay does something similar, but they
replace the model with their products and put their products in the spotlight.
L'Oréal Paris and Garnier mostly shows strong and beautiful women in their
images, while Axe is known for more playful, surreal images.
What our participants said :
"Typical for Garnier are images of young and attractive women with
impossible hair."
"Nivea shows lots of skin contact in their pictures, which indicates soft
skin."
"They show regular women, like my best friend, or another mom picking
her kids up from school." [Dove]
"Camera flares are very Olay."
"Axe uses great graphics that are interesting and fun."
 Focus on Customer :
Last but not least, beauty brands give us the feeling of being special. Almost
all brands offer some kind of personal skin or style consultation, expert tips,
instructions, or even the option to save a personal beauty profile. We appreciate
it that they care about us and that they help us find the best products for our skin
or the best makeup for our face. Eventually, we associate a great customer
experience with the brand and quite possibly, we even build a relationship with
the brand. Aside from creating great brand awareness, beauty brands also want
to build brand loyalty, of course.
29
Air Hostess and  Conclusion :
Beauty brands are very emotional and as expected, our case study showed
that they appeal to our emotions to seduce us. On top of that however, they use
emotions to trick us into trusting them and to build their brand. Emotions are a
very unconscious phenomenon and it either takes us a lot of practice or
extraordinary self–discipline to control them. By using different concepts in their
marketing campaign that trigger our emotions, beauty brands can easily seduce
and captivate us. They can get our attention, our interest, awaken our desire to
buy their products and eventually even make us purchase them.

• Basic Makeup
https://lashbrowmakeup–academy.com/wp–content/uploads/2015/02/Ellie–
Malmin–Makeup–101–E–Book.pdf
• How to avoid common makeup mistakes
https://m.facebook.com/story.php?story_fbid=252383432436670&id=
254307648319573&sfnsn=wiwspwa&extid=fTMuhH8YOLy8F1YP&
d=w&vh=e
• Cabin crew interview makeup tutorial – video link
https://www.youtube.com/watch?v=vQemekOGlFc
• Skincare
h t t p : / / s ea t t l e c l o u d s . c o m / m y a p p l i c a t i o n s / o j 2 4 7 / S k i n Ca re /
1877988332.pdf
• Haircare
https://timesofindia.indiatimes.com/life–style/beauty/top–20–natural–
ways–for–great–hair/articleshow/17474619.cms
• Hairstyles
https://www.lorealparisusa.com/beauty–magazine/hair–style.aspx?
page=1
• How to style hair
https://www.cosmopolitan.com/style–beauty/beauty/advice/a6514/life–
changing–hair–hacks/
• Approved Aviation Hair Styles || Easy Hair Style in 3 Minutes
https://www.youtube.com/watch?v=gUvL5ZfxBy8
• 7 Easy Hair Do's For a Female Cabin Crew Interview| Crew Hacks
https://www.youtube.com/watch?v=H10Ts2C9L28&t=127s
• Book – Timeless : Recreate the Classic Makeup and Hairstyles from
100 Years of Beauty Hardcover – October 2, 2018 by Louise Young
(Author), Loulia Sheppard (Author)
30
UNIT Skin and Hair Care for Men, and
03 Makeup and Hair Style for Men
UNIT STRUCTURE
3.1 Introduction
3.2 Skin care for Men
3.3 Hair care for Men
3.4 Makeup for Men
3.4.1 Research Data about Makeup for Men
3.4.2 Importance of Makeup
3.4.3 Some tips for Makeup
3.5 Basic items required for Men
3.5.1 Basic Items Required for Makeup
3.6 HairStyle for Men
3.6.1 Different Hairstyles for Different Face Shapes
3.6.2 Hair Colour
3.7 Manicure and Pedicure for Men and Women
3.7.1 Importance of Manicure and Pedicure
3.7.2 Manicure at Home
3.7.3 Pedicure at Home
3.8 Let Us Sum Up
3.10 Glossary
3.11 Assignment
3.12 Activities
3.13 Case Study

• Skin care for Men
• Hair care for Men
• Makeup for Men
• Basic items required for Makeup
• Hairstyle for Men
• Manicure and Pedicure for Men and Women
31
Air Hostess and
3.1 INTRODUCTION :
• Taking care of your skin is absolutely necessary.
• It has been observed, that in the past, men did not take care of their skin
as much as women did. However, this is changing now.
• The main function of the skin is to protect against excessive loss or gain
of body moisture. It also protects from the harsh ultraviolet rays of the sun.
• Good skin makes you look more attractive, thus boosting your confidence
level.
• Makeup, and Hairstyle are used to enhance self–image, and self–presentation.
• Hair care is about caring for your hair and scalp, by regularly cleaning and
nourishing it.
3.2 SKINCARE FOR MEN :

Skincare routine is more or less the same for Men and Women.
Please refer to Block 1 – Unit 2 – 1.2
 Tips for Shaving :
• A few specific tips during Shaving to avoid cuts, and razor burns :
• Use a good lather producing Shaving cream.
• Shave along the growth of the hair, not against the growth.
• Apply after shave lotion to moisturize and rehydrate the skin.
3.3 HAIRCARE FOR MEN :

Haircare routine is more or less the same for Men and Women.
Please refer to Block 1 – Unit 2 – 1.3
3.4 MAKEUP FOR MEN :

3.4.1 Research data about Makeup for Men :
A research data of 2018, shows that thirty–three percent of men between
the age of 18 and 29 were open to wearing makeup, while another 30 percent
between the age of 30 and 44 said they could be open to the idea of wearing
makeup if they had to.
3.4.2 Importance of Makeup :
• Makeup makes you feel more Confident
• It will keep your skin protected
• Makeup helps in enhancing your physical appearance
• Makeup makes you look good in photos
3.4.3 Some tips for Makeup :
• Apply Moisturizer first for the Foundation to last longer
• Then Foundation for an even skin tone look
• Apply Concealer to hide the blemishes
• Apply Eyebrow and Facial Hair Filler
32
(Use eyebrow pencil to fill in gaps. You can use a brown eyebrow pencil Skin and Hair Care for
to fill in gaps in your beard, if you have a beard. You could buy Beard makeup Men, and Makeup and
which is specifically designed for facial hair) Hair Style for Men
• Apply contour for a more sculpted look

• Apply Highlighter for a natural finish look
• Apply Finishing powder or loose powder for an even look
Example of Before and After Natural Looking Makeup
3.5 MAKE–UP ITEMS :

3.5.1 Basic items Required for Makeup :
• Foundation
• Translucent powder or Compact powder
• Concealer
• Cotton pads to remove makeup
• Eyebrow pencil of either brown or dark grey colour
• Beauty blender or sponge for foundation application or Foundation brush
• Powder brush
• Powder puffs
• Lip Balm neutral colour
Example of Grooming Items

1. Where should Hair Filler be applied ?
(a) On hair on the head (b) On eyebrow and beard gaps
(c) On hair on hands
2. Are men open to applying makeup ?
(a) Yes (b) No (c) Makeup is for Women
33
Air Hostess and 3. How should shaving be done ?
(a) Against the hair growth
(b) Along the hair growth
(c) Don't have to follow anything specific
3.6 HAIRSTYLE FOR MEN :

• Hair should not fall over the ears, eyebrows, or even touch the back of the
collar.
• Facial hair must be neatly trimmed.
• Sideburns should not be longer than mid–ear.
• Moustache and Beard is not recommended for a Cabin Crew.
3.6.1 Different Hairstyles for Different Face Shapes :
There are seven basic face shapes :
Oval, Round, Square, Diamond, Heart, Pear, and Oblong.
Hair must be styled according to the shape of your face.
Example of Face Types and Hairstyles

3.6.2 Hair Colour :
Hair colour should not be one or two shades darker or lighter than your
natural hair colour.
Unnatural colours like Orange and Blue must be avoided.
1. Which of the below mentioned, is the shape of a face ?
(a) Straight (b) Obtuse (c) Diamond
2. Beard is recommended for Male Cabin Crew :
(a) True (b) False (c) Don't know
3. How many shades darker or lighter can the hair colour be, as compared
to your natural hair colour ?
(a) Three or four (b) Two or three (c) One or two
34
Skin and Hair Care for
3.7 MANICURE AND PEDICURE FOR MEN AND WOMEN :
Men, and Makeup and
3.7.1 Importance of Manicure and Pedicure : Hair Style for Men
Manicure is the process of taking care of your hands and nails.

Manicure helps in blood circulation, strengthening nails, and makes the
hands look healthy, and attractive. Well–manicured hands help with boosting
confidence level.
Pedicure is the process of taking care of your feet and toenails. Pedicure
helps in blood circulation, strengthening nails, decreases feet related ailments,
relaxes the feet, and make it look healthy, and attractive.
3.7.2 Manicure at Home :
• Remove the old nail polish with a good nail polish remover (for Women)
• Clip your nails, then file the nails using a nail file to smoothen the rough
edges
• Soak your hands in warm water for a few minutes, then rub it gently with
a soft brush to remove the dead skin cells.
• Apply cuticle softener to soften the cuticles, then use an Orange stick to
push the cuticles down, and clean the nails.
• Rinse your hands in clean warm water
• Dry with a soft towel, and lightly massage hands with a moisturizing lotion
or cream. Wipe off the excess lotion/cream
• Remove any leftover cream from the nails, and apply 2 to 3 coats of nail
polish. Nail polish should not be too trendy or bright. (for Women)
• Nowadays a lot of gel nails are available, make sure you buy the right
product or get the extensions done from a professional, else you could tend
to get serious fungal infections in the nails.
Example of Manicure at home

35
Air Hostess and 3.7.3 Pedicure at Home :
• Remove the old nail polish with a good nail polish remover (For Women)
• Soak your feet in soapy warm water for a few minutes to remove all the
dirt
• As the nails on your feet are harder than your hands, clip your toenails only
after soaking in warm water to soften it first, then file the nails using a
nail file to smoothen the rough edges around the nails
• Soak your feet again in warm water and rub it gently with a pumice stone
to remove the dirt, and dead skin cells
• Apply cuticle softener, then use an Orange stick to push back the cuticles,
and clean the nails
• Rinse your feet in clean warm water
• Dry with a soft towel, and lightly massage feet with cream. Wipe off the
excess cream
• Remove any leftover cream from the nails, and apply 2 to 3 coats of nail
polish (for Women)
Example of Pedicure at Home

1. Manicure is the care of what ?
(a) Feet (b) Hands (c) Face
2. Is Pedicure different from Manicure ?
(a) Yes (b) No (c) Maybe
36
3. What is Orange stick used for ? Skin and Hair Care for
Men, and Makeup and
(a) To mix the nail products
Hair Style for Men
(b) To push back the cuticles
(c) To apply Nail polish
3.8 LET US SUM UP :

• Skincare for men
• Haircare for men
• Importance of makeup for men
• Some tips for makeup for men
• Basic items required for makeup for men
• Different hairstyles for different face shapes for men
• Hair colour for men
• Importance of Manicure and Pedicure
• Manicure at home
• Pedicure at home

1. (B), 2. (A), 3. (B)
1. (C), 2. (B), 3. (C)
1. (B), 2. (A), 3. (B)
3.10 GLOSSARY :
Word Meaning
Cotton face pads A ball of soft Cotton to remove makeup
Clipper Nail cutter
Cuticle The dead skin at the base of finger and toe nails
Filler A cosmetic used to fill gaps on skin or hair
Highlighter Used to brighten the skin
Lather Froth produced by soapy product
Orange stick Orangewood stick mostly used to push back cuticles
Powder puff A soft pad for applying powder
Pumice stone Used for removing hard skin especially under the feet
Razor burns Skin irritation caused by dry shaving
Rehydrate To absorb moisture after dehydration
37
Air Hostess and Research Study or investigate systematically
Sculpted To define and enhance a body part
Side burns Facial hair grown on side of the face
Toe nails Nails on the end of the toes
Translucent Semi–transparent, allow light to pass through
3.11 ASSIGNMENT :
Find out five different face shapes within your family or friends, and
suggest appropriate hairstyles that would look good on them.
3.12 ACTIVITY :
Practise manicure and pedicure at home.
Practise hair and skin care.
3.13 CASE STUDY :

• Case Study of Jyoti's Story : Severe hair damage following a chemical
straightening treatment
Link for complete case study – http ://www.joanneduplessis.com/case–
study–jyotis–story–severe–hair–damage–following–a–chemical–
straightening–treatment/
Jyoti telephoned me extremely distressed after attending a hairdressing
salon where she had requested a Brazilian keratin treatment which was supposed
to leave her hair straight and glossy.
Cause : Unknown to Jyoti the salon actually carried out a procedure called
the L'oreal X–Tenso which is a chemical straightening procedure. Jyoti realised
things were not quite right when, after the application of the product, her normally
dark brown hair began to fade dramatically. She called over the hairdresser who
immediately removed the product from her hair.
Impact : Despite a neutralising product being applied, it was clear to Jyoti
that something had gone wrong. When her hair was being dried by the hairdresser,
Jyoti was shocked to see that her hair had become faded, frazzled and dried out
almost like a doll's hair. Her hair began to break and fall out.
What we did : I immediately arranged for Jyoti to be seen by a hair
specialist who concluded that a chemical hair straightening procedure had been
used. This was not what Jyoti had asked for and had resulted in her hair shafts
being seriously damaged as well as causing significant scalp burns. Our expert
concluded that Jyoti had been exposed to less than adequate standards of care
and confirmed that my client's hair would take approximately 34 months to grow
out to the stage it was at prior to this treatment.
The salon refused to accept responsibility for the damage caused to Jyoti's
hair, even when served with our expert evidence. As a result I had no option but
to issue county court proceedings against the salon which they chose to defend.
Fortunately, very shortly before trial, the salon had a change of heart and decided
to settle my client's claim. My client was overjoyed to accept a substantial sum
in settlement of her damages.
38
Again what assisted Jyoti in this case was the fact that she wisely took Skin and Hair Care for
photographs of her hair immediately following the treatment. Men, and Makeup and
Hair Style for Men
This proved extremely useful, in this case in particular, because Jyoti tried
to remedy the damage done to her hair by approaching an alternative salon shortly
after this disastrous treatment to try to remedy the damage done. The defendants
tried to argue that it was the second treatment which had led to Jyoti's damaged
hair. Luckily as we had photographs taken before the application of the further
dye treatment our expert was able to conclude persuasively that the second
treatment had no bearing upon the damage and that the damage was clearly
evidenced in the photographs taken by our client immediately after the L'oreal
X–tenso treatment. It is important that all clients be aware of the importance of
obtaining good evidence of the damage caused to their hair by these treatments.
As I always tell my clients it is not about the truth, it about the proof. I would
therefore urge all my clients to ensure good photographs are taken and sent to
me as quickly as possible.
What have you understood from this case study ? How would you have
handled the situation if you were in Jyoti's place ?

• Skincare routine for men – video link
https://www.youtube.com/watch?v=HZT7OzBXh–A
• Hairstyle according to face shape for Men – video link
https://www.youtube.com/watch?v=4–LVaUaBwBM
• Manicure and Pedicure basics
https://allstarce.com/wp–content/uploads/2015/06/Manicure–Pedicure–
Basics–rev.pdf
• Book – 62 DIY Natural Beauty Recipes : How to Make Homemade
Organic Skin Care Recipes, Hair and Body Care Products With
Essential Oils Kindle Edition by Kelli Bhattacharjee (Author)
39
Formal, Semi–Formal, and
UNIT
04 Informal Wear for Men and Women
UNIT STRUCTURE
4.1 Introduction
4.2 Wardrobe Essentials for Men
4.2.1 Basic Wardrobe Items
4.2.2 Selecting/Buying an Outfit (Men)
4.2.3 Footwear for Men
4.2.4 Accessories for Men
4.2.5 How to Dress for a Cabin Crew Interview (Men)
4.3 Informal Wear for Men
4.3.1 Informal Wear for men
4.3.2 How to Differentiate between Informal and Formal Dress
Code
4.4 Wardrobe Essentials for Women
4.4.1 Basic Wardrobe Items for women
4.4.2 Informal Attire for Women
4.4.3 Selecting/Buying an Outfit (Women)
4.4.4 Footwear for Women
4.4.5 Accessories for Women
4.4.6 How to Dress for a Cabin Crew Interview (Women)
4.5 Different Dress Codes
4.5.1 Difference Between Formal, Semi–Formal, and Informal
Dress Codes for Men and Women
4.6 Let Us Sum Up
4.8 Glossary
4.9 Assignment
4.10 Activities
4.11 Case Study

• Wardrobe Essentials for Men
• Informal wear for Men
• Wardrobe Essentials for Women
40 • Different Dress codes
Formal, Semi–Formal,
4.1 INTRODUCTION :
and Informal Wear for
A part of grooming is carrying yourself elegantly, and dressing in a Men and Women
comfortable appropriate way, to be presentable to others. You may want to give
a little more attention to how you dress especially for formal occasions, like job
interviews because what you wear may be substantially influencing your career
path. Although nothing takes the place of talent, hard work, inborn ability and
ambition, looking your professional best can give you an advantage.
It simply means Men and Women, dressing in a way that projects an image
of the sophisticated, successful individual you are, or would like to become.
4.2 WARDROBE ESSENTIALS FOR MEN :

4.2.1 Basic Wardrobe Items :
• A two or three button Jacket/Blazer
• A well–tailored Suit
• A formal button–up cotton White shirt
• Few formal Shirts (off white, blue, lighter colours are preferred)
• Formal Trousers (at least one in black)
• Traditional silk Tie, with not more than three colours for simple pattern
• Black colour cotton Socks (socks should match the trousers)
• Leather black lace comfortable shoes (match your shoes with belt)
• Black or reversible Black/Brown belt with a simple elegant buckle
• Good quality Watch (preferably leather strap)
• A formal Kurta Pyjama
• Sneakers
• Denim Jeans (Informal/ Casual wear)
• Khakis or Cargo shorts (Casual wear)
4.2.2 Selecting/Buying an Outfit (Men) :
• Buy good quality fabric with good feel
• Comfortable to wear clothes, are just as important as the look and fit of
it
• Pay attention to the collar size while buying a shirt
• With the shirt topmost button closed, and the tie knotted in place, there
should be two finger space between the shirt collar and neck, to allow you
to breathe normally
• Special attention should be paid to the cut and fit, length and colours of
the shirt
• Blazer should not be too tight when it is buttoned up. The colour should
match the trousers
• Trouser should be comfortable, and the length should be above the base
of the shoes
41
Air Hostess and 4.2.3 Footwear for Men :
Wearing shoes with a high heel will give you a good posture, making you
feel taller and more confident. Go for a comfortable shoe in a classic style that
you can walk in, stand on and spend many hours wearing. Lace shoes are
recommended for interviews.
4.2.4 Accessories for Men :
• Black belt, well–polished black leather shoes, and black socks are
recommended
• A simple black leather strap watch would add to a professional look
• Black Leather Wallet and Black bag
• No tattoos should be visible
• Classic Sunglasses
4.2.5 How to dress for a Cabin Crew Interview (Men) :
• It is necessary to be clean shaven, have a conservative hairstyle, well–

manicured hands, and to have a fresh, bright and neat attire.
• Hair should be kept short with no facial hair (keep sideburns trimmed).
• For the interview, men should have a corporate look. You can wear a
single–breasted black colour suit. The suit should be of good quality fabric
that will not wrinkle too easily.
• You could wear a White colour, well ironed shirt. If you have simple
cufflinks, you could wear them as they look classy and elegant.
• Wear a simple, plain or coloured tie, with not more than three colours, and
not too many prints.
• Black colour leather Belt, and black colour leather Shoes, and Socks.
• If you are wearing leather strap Watch, make sure it is black, to match with
the belt and shoes.
• No jewellery should be worn.
42
Formal, Semi–Formal,
Men and Women
Example of Dressing for Cabin Crew Interview

1. Wardrobe must have at least one trouser in this colour :
(a) White (b) Black (c) Blue
2. Sideburn means :
(a) Facial hair grown till mid ear (b) Eyebrow hair
(c) Beard length
4.3 INFORMAL WEAR :

4.3.1 Informal Wear for Men :
Informal wear is often confused with Casual wear. Informal wear is also
called Business wear, Corporate/Office wear, and Dress clothes. It is a Western
dress code for clothing defined by a dress shirt with necktie, sometimes with a
business suit for men.
4.3.2 How to Differentiate Between Informal and Formal Dress Code :
The main difference between formal and informal dressing is, Men at
formal events are expected to dress in tuxedo, suits, blazers, bow ties and formal
shoes.
Informal events on the other hand, allow their guests to dress as they please.
You could wear a button–down or a polo shirt, paired with khakis, or dress pants.
You could also wear a V–neck sweater, a blazer, or a sport coat.
43
Air Hostess and
Example of Informal vs. Formal Dress code

1. Business Casuals and Formal wear are the same :
(a) Maybe (b) Yes (c) No
2. Informal clothes are to be worn to :
(a) Wedding (b) Business Meeting (c) Picnic
4.4 WARDROBE ESSENTIALS FOR WOMEN :

4.4.1 Basic Wardrobe Items for Women :
• Trousers, and at least one good quality black formal trousers
• A black Blazer
• A Silk/Cotton White colour Shirt/Blouse
• A collection of Shirts/Blouses, Preferably in light or pastel shades
• A smart knee–length black skirt
• Closed shoes with comfortable heels
• Sneakers and other Footwear
• Well fitted Jeans
• Shorts/Cargoes
• T–Shirts
• Scarf
• Saree
• Salwar Kameez/Kurti
• Earrings
• A classic Leather Belt
• Watch
• Makeup and Hairstyle related products
• Bags to go with different occasions
• Classic Sunglasses
44 • Accessories
4.4.2 Informal Attire for Women : Formal, Semi–Formal,
Informal attire is a mode of dress that is meant to be less formal, while Men and Women
still providing more formal clothing than casual dress. For women, it often
consists of suit jacket matched with a skirt and blouse, or a dress. Since the name
for this style can be confused with casual wear, it is often called business attire
or western business.
Example of Wardrobe Essentials for Women

4.4.3 Selecting/Buying an Outfit (Women) :
• Buy clothes that are comfortable, and of good quality, yet fashionable
• Cotton or natural fibres are a good option for warm weather
• Nylon should be avoided as it does not allow the skin to breathe, thus
causing allergy and body odour
• Trousers should be of good fabric, fit well, and should be comfortable. If
you are of a shorter stature, use longer length trousers to hide your heels,
thus giving the illusion of extra height
• The ideal length of a Blazer should be between waist and hip lengths
• Shirts should not be too short, just above hip length is ideal
• Skirt should not be too tight, or else you will be uncomfortable while sitting
down. You should be able to walk freely in it
4.4.4 Footwear for Women :
• While buying footwear, special care should be taken to try out both the
shoes, as most people have different sizes on both feet.
• Walk around a little to ensure the shoes are comfortable.
• It is advisable to buy shoes in the afternoon or evening as the feet tend
to swell up a little as the day progresses. Also, it is recommended to stand
and take the shoe measurements.
• It is always better to buy leather shoes that fit perfectly, as it tends to loosen
up a little with use.
45
Air Hostess and • Buy shoes that are slick and stylish, to match your outfit.
• Black colour closed shoes with comfortable heels is recommended for an
interview.
Example of Formal Shoes for Cabin Crew Interview

4.4.5 Accessories for Women :
• You will need a watch in a classic design to match the rest of your attire
• Only one ring per hand is allowed
• Pearl earrings, or small ear studs are recommended
• No facial piercings, bracelets or any other visible jewellery is allowed
• No tattoos should be visible
• A formal bag should be carried, to go with the attire
• Black or neutral colour Stockings should be worn under a skirt
• Classic Sunglasses will add to the look
4.4.6 How to Dress for a Cabin Crew Interview (Women) :
 Clothes :
• Wear a suit, which will give you a Corporate look
• A white cotton blouse/shirt with black jacket, and black skirt or trouser
would be ideal
• If you wear a skirt, it should not be too tight or too short. Always wear
stocking with the skirt
• Blouse/Shirt should be cotton or silk in a neutral colour, with long sleeves
and should fit comfortably (not too tight)
• A classic square scarf that compliments the suit in colour or pattern is good
 Hair :
• Your hair should be short, pulled back, or tied up
• Use hair gel/spray to keep hair in place
• Hair accessories should be black in colour
 Nails :
• You should have clean, shaped, and polished nails
• The polish should be light or neutral in colour
46
• Do not have long nails with nail art Formal, Semi–Formal,
• Moisturize your hands for a firm and confident handshake
Men and Women
 Shoes :
• Closed shoes with around two inches heels, preferably black in colour
• Avoid open toe shoes, boots, stiletto heels, and white shoes
• Be sure to have your shoes polished and shining, and heels intact
• Wear leather shoes, avoid suede and other fabrics
 Jewellery and Perfume :
• Do not wear large hoop/round or dangling earrings
• Wear small studs or pearls earrings
• Do not wear more than one pair of earrings and two finger rings (one on
each hand), one watch or bracelet
• Remove all non–traditional jewellery e.g. nose rings, eyebrow rings, and
be sure to cover all tattoos
• Body spray and Perfume should be mild
Example of Dress Code for Interview

1. Body piercing and visible tattoos are allowed during interview
2. What fabric/material is recommended for shoes, during an interview ?
(a) Suede (b) Plastic (c) Leather
47
Air Hostess and
4.5 DIFFERENT DRESS CODES :
4.5.1 Difference between Formal, Semi–Formal, and Informal dress codes
for Men and Women :
• Formal and semi–formal are two dress codes that are often used for similar
occasions. They are used for Weddings, Charity dances, Awards ceremonies,
and other formal events.
• Informal dress code is usually followed for Business meetings.
• A formal event is more sophisticated, and men are required to wear tuxedos,
and women to wear elegant long dresses.
• Semi–formal events are less formal and does not require you to wear formal
dress. However, you are expected to dress in a classy and sophisticated
manner.
• Social functions performed outside office hours, such as Cocktails, Weddings,
Graduation events or Gallery openings, generally require that you dress in
a semi–formal style.
Example of Formal, Semi–Formal, and Informal Clothes

1. Formal and semi–formal dressing is often used for similar occasions :
2. Which out of the following is Formal wear ?
(a) Jeans (b) Business Suit (c) Tuxedo
4.6 LET US SUM UP :

• Wardrobe essentials for Men
• Selecting/Buying an Outfit (Men)
• Footwear for Men
48
• Accessories for Men Formal, Semi–Formal,
• How to dress for a Cabin Crew Interview (Men)
Men and Women
• Informal wear for Men
• How to differentiate between Informal and Formal dress code (Men)
• Basic wardrobe items for women
• Informal attire for women
• Selecting/Buying an Outfit (Women)
• Footwear for Women
• Accessories for Women
• How to dress for a Cabin Crew Interview (Women)
• Difference between Formal, Semi–Formal, and Informal dress codes for
Men and Women

1. (B), 2. (A)
1. (C), 2. (B)
1. (B), 2. (C)
1. (A), 2. (C)
4.8 GLOSSARY :
Word Meaning
Accessories Accessories are articles such as belts and scarves
which you wear or carry, but which are not part of your
main clothing
Attire Clothing, especially formal ones
Conservative clothes Traditional clothes, not being bold in dressing style
Corporate look Business look, uniform kind dressing (like Interview
dressing)
Cufflinks Cufflinks are items of jewellery that are used to secure
the cuffs of dress shirts through a hole on each side
of the cuff
Elegant Graceful and stylish
Illusion Sensory perception or imagination
Innate Natural
Moisturize To add some lotion to remove the dryness
Neutral colour Pale or light shade, or no colour
49
Air Hostess and Scarf A piece of fabric or cloth worn around the neck
Sophisticated Cultured, polished, stylish, elegant
Stature Natural height
Stocking Women's garment, typically made of translucent nylon
or silk, that fits closely over the foot and is held up
by suspenders or an elasticated strip at the upper thigh
or waist
Stiletto A woman's shoe with a thin, high tapering heel
Substantial Of considerable importance, worth
Tattoos A tattoo is a design that is drawn on someone's skin
using needles to make little holes
Tuxedo A black formal suit worn for an evening social event
4.9 ASSIGNMENT :
• If you had to buy clothes for an interview, what kind of a shop would you
visit and what are the points to remember before buying an outfit. Visit
a shop, follow all the points involved in choosing and buying a formal dress
for interview. Make notes, and write an essay of your experience. This
could help you prepare for the actual interview shopping, later on.
• Chose five different Airlines you would like to work with. Visit the website
of each Airline and check for their grooming standards. Read articles,
blogs, Cabin Crew interview experiences, and anything else you can find,
to ensure you prepare well for the grooming process before the actual
interview. Prepare notes, work on the areas of improvement : what you need
to change or better, clothes, shoes, anything else that needs attention.
Practise grooming every day. After one month review, and work on areas
of improvement. How much have you improved from before, how can you
do things differently to get better results. Continue this practise.
4.10 ACTIVITY :
Check your wardrobe to see what the wardrobe essentials you already have
are, and what are the items you need to buy. Make a note of the items, as this
will help you when you start looking for a job, and when you actually start
working. Prepare in advance, this will increase your confidence level, as well.
4.11 CASE STUDY :

• How to dress up for a Cabin crew interview.
Link for complete case study – https://flightattendantcentral.com/
how–to–dress–for–your–cabin–crew–assessment–day/
How to dress for your cabin crew assessment day is a critical factor to
consider. Your appearance will dictate the quality of the first impression, which
is a significant element on the path to success at your cabin crew interview.
You are aiming to get a job in an industry that highly values appearance.
The airlines want their flight attendants to be smiling, spotless, with shiny shoes,
neatly ironed clothes, and charming look. When meeting someone new, we
50
humans take a mere 30 seconds to form an opinion. We base our judgment on Formal, Semi–Formal,
body language and appearance. This first impression cannot be altered at a later and Informal Wear for
stage, regardless of what you say or how well prepared you are for all the Men and Women
questions that you have to answer. You may think it is superficial, but this is how
human beings function. We have no control over it.
Consider one study in which untrained subjects were shown 20 to 32–
second videotaped segments of job applicants greeting interviewers. They
then rated the applicants on attributes such as self–assurance and likability.
Surprisingly, their assessments were very close to those of trained interviewers
who spent at least 20 minutes with each applicant.
It has been shown that 55% of a person's opinion is driven by physical
appearance. You want your interviewers to think the highest of you and offer you
the job. In this article, we will focus on polishing your appearance, dressing for
success on your assessment day and creating a positive first impression.
 Ladies :
1. Suit : On the assessment day, you should ideally wear a skirt suit. A skirt
is feminine and in most cases a compulsory part of the uniform. The length
of the skirt is another important aspect to consider. Aim for the middle of
your knee as the minimum length and half of your calf as the maximum
length. You may want to test how the skirt looks when you sit down – you
don't want it to slide too high up or get wrinkled. Also, keep in mind that
the group activities might require you to do some physical work : create
a puzzle on the floor, build a lego construction or arrange objects in
categories. If you have to bend down, you need to make sure that you
remain decent.
Your jacket should be fitted and elegant. If you prefer, you can wear a
business dress and a jacket. Go for dark colors such as black, grey, navy
or brown and stay away from bright colors or patterned models such as
bright green or pink, flowers or animal prints.
2. Shoes : Wearing shoes with a high heel will give you a good posture,
making you feel taller and more confident. Go for a comfortable shoe in
a classic style that you can walk in, stand on and spend many hours
wearing. Pumps are ideal, kitten heels are the minimum height, and 7–8cm
should be your maximum height. Avoid strappy sandals, open–toes, bright
colors such as gold or silver, decorative stones, platforms, shoes that are
too high or flat. If you would consider going out to a bar or club with the
shoes you have probably they are not the best choice for your interview.
For the safest choices, go with colors such as black, brown, tan, dark grey
or navy. Don't hesitate to wear colors such as deep green or red, if they
are the only item of color in your outfit and they are paired with same color
scarf or lipstick. For example, a red shoe can be worn with a black skirt,
white or black shirt and red lipstick. Or a green one can be paired with
a dark grey skirt, black shirt, and a green scarf.
Do not forget that you will be required to remove your shoes for the arm–
reach test so your pantyhose should be intact and your pedicure spotless.
Choose an ensemble that is feminine, elegant and classy.
4. Not too deep, nor too tight – In a word : decency. If you wear a buttoned
shirt, no more than one button should be open. If you have a blouse with
cleavage, the blouse should not be deeper that one palm under your
51
Air Hostess and collarbone. The same goes for tightness. You don't want to give a preview
Cabin Crew Management of your beach body. The skirt should not be so tight as to give you difficulty
to sit down, and the blouse should be fitted but not too tight.
4. Hair : A flight attendant always keeps an elegant hairstyle. A wanna–be
flight attendant should do the same thing. If you have long hair, tie in in
a neat bun at the back of your head and secure it with some pins and a
bit of hairspray. If you have a pixie crop, style it neatly. As a rule of thumb,
if your hair can reach your shoulders, it should be tied back.
5. Makeup : Search for pictures of the airline's flight attendants and copy
their makeup. Natural colors such as grey and brown work the best. Start
your makeup session with a concealer or foundation to even out your skin
– if you need it. Follow by applying eyeshadow on your upper eyelid and
a coat or two of black or brown mascara. A bit of blush following the
natural contour of your cheeks and as a final touch, a nude or red shade
of lipstick. Avoid lip gloss as you will probably eat it during the first hours
of the day. A good lipstick looks much more professional. Avoid smoky
eyes and metallic shades, as well as too much blush or too much mascara.
You want to look like yourself after you had an excellent night sleep.
Your manicure and pedicure should also be taken care of, nails clean and
of medium length, with a transparent coating or a neutral color. Avoid
pointy nails, nail design as well as fluorescent or too dark colors. When
it comes to makeup, less is more.
6. Accessories : There is one accessory that without a doubt belongs to the
flight attendant world : a scarf. A delicate silk scarf will give you that extra
touch that will make the potential employers imagine you wearing the
airline scarf. You can wear it around your neck with a double or simple
knot on the side. You can also tie it loosely in the front, or just without
any knot visible. It will make your neck look longer and will keep your
spine more erect. You cannot go wrong with wearing a scarf on your big
day. It is worth mentioning though, that when taking the application photos,
a scarf is not an item you should wear. As for the other accessories, have
a minimalist approach to it. Keep it simple and tasteful : stud diamond or
pearl earrings, a delicate necklace, a small watch. Avoid artisan earrings,
plastic or wooden beads necklaces, bangles or too many rings with big
stones or complicated design.
7. The Most Important Ingredient : The Smile – A warm and confident
smile will put both you and the other person at ease. A positive, smiley
face will make the person you talk to immediately perceive you as friendly,
helpful, positive and a person easy to work with. When dealing with
something unpleasant, smile and immediately you will feel a dose of
optimism. And so will everybody else around you. We do search for one
particular sign on a new face : a smile. "We can pick up a smile from 30
meters away," says Paul Ekman, professor of psychology at the University
of California Medical School in San Francisco, and a pioneer of research
on facial expressions. "A smile lets us know that we're likely to get a
positive reception, and it"s hard not to reciprocate."
Smile and the world will smile too.
52
 Gentlemen : Formal, Semi–Formal,
1. Suit : Your best choice is to go for a dark colored suit, with the pants and
Men and Women
jacket in the same color and design. Go for black, grey, navy, tan, dark
brown, with or without stripes. Stay away from light colors or pastel
combinations.
2. Shirt : Go for a color complementing the rest of the ensemble. Safe choices
are white, beige, light pink, light blue, blue, green, red, grey, black.
4. Tie : The tie is a must–have accessory for the male business attire for a
cabin crew interview. Go for a simple design and pattern that matches your
suit and shirt. Learn how to do a double knot (Windsor knot) here.
Stay away from cartoons on the tie as well as leather ties, bow ties or scarfs.
4. Shoes : Dark shoes (black, brown, navy or grey), perfectly polished. No
light colours, sports shoes, sandals, boots, high heels, inserts or fashion
pieces. Classic is best.
5. Hair : Your hair needs to be short and neatly styled. Completely shaved
heads are not accepted unless you have a medical reason for it, so try to
keep your hair at least 2mm long. If your hair is longer, use gel to style
it professionally.
Before the big day, it might be a good idea to visit your barber for a haircut
and a proper shave. No form of facial hair is appreciated. Also, you can't
wear makeup during the interview.
6. Accessories : Men accessories are few and very simple.
You will need a watch in a classic design to match the rest of your attire.
If you are married, or you prefer to wear rings, keep them to your middle
or ring finger only, no more than one ring per hand. Remove earrings, facial
piercings, bracelets and whatever other visible jewellery you usually wear.
7. The Smile : Some think a man is more appealing if he keeps his mystery
by not smiling. While this may be true for cowboy movies, during the cabin
crew interview, you should appear as warm, polite and open. This is done
by smiling. From the heart. Let us see your friendly and approachable self!

• Cabin Crew Interview, Male Grooming, What to Wear
www.youtube.com/watch?v=bFGYklsfRzE
• How to Dress up for Cabin Crew Interview or any Personal HR
Interview : Grooming Tips for Women
www.youtube.com/watch?v=QwyA87hCbMM
• Fly High – How You Can Become A Flight Attendant Too! by Megha
https://www.amazon.in/Fly–High–Attendant–interview–questions/dp/
B07CNT762H
• Book – English for Cabin crew by Sue Ellis
53
Air Hostess and
BLOCK SUMMARY :
This block gives students details about Personal grooming for both men
and women, which covers, understanding of different types of skin and hair, and
how to take care for it, basic makeup items required and techniques for applying
make–up for different occasions, different hair styles and hair cut for different
face types, ways to maintain a healthy, well balanced diet, importance of regular
exercise and what happens when you do not exercise, buying the right kind of
clothes, smart dressing for various occasions, accessories to be used for different
occasions, and importance of personal hygiene and cleanliness. The practical and
easy to follow instructions are explained in multiple ways; written, pictures,
videos, articles, etc. This makes it simpler for students to understand and adapt,
to whatever is most suitable to their unique personality.
Cabin Crew are seen as representative of their airlines, and are expected
to always be well groomed, humble, polite, and friendly with everyone they
interact with, professionally. All of us, have a distinct personality that can be
developed, polished and refined. Practicing most of what has been covered in the
block, will help in improving the outer and inner self, to bring about a positive
change to life. This in turn, will help in maintaining a pleasing and attractive
appearance, which is important for a positive self–image and self–confidence,
which will enhance the chances of success in many areas of the student's life.
BLOCK ASSIGNMENT :
 Short Answer Questions :

1. What is the difference between Manicure and Pedicure ?
2. What is formal dressing ?
3. Is skin care same for men and women ?
4. How is diet and exercise related ?
5. What are some diseases caused by poor hygiene ?
 Long Answer Questions :
1. Explain different types of makeup, and makeup items used for
applying makeup.
2. How would you dress up for a cabin crew interview ? Male and
Female.
3. What are different types of hair, and how would you take care of
your type of hair ?
4. What is the difference between formal, semi–formal, and informal
clothes for men and women ?
5. Explain hand wash technique. When would you use this technique ?
54
AIR HOSTESS AND

AHMEDABAD
Editorial Panel

India

Principal
Science, Rajasthan
&
Vasudha Parkhi

ISBN 978-81-949223-4-6
Edition : 2020

Organisation.
Acknowledgment





reduce this.

learning.

PREFACE
Contents
BLOCK 2 : HISTORY OF AVIATION, INDIAN AVIATION, AIRPORT

RULES AND REGULATIONS, LOW COST AND FULL
SERVICE AIRLINES
Unit 1 History of Aviation, Indian Aviation
Introduction, Introduction to Aviation, Early Attempts at
Flying, Early Experiments in Flying, History of Aviation
Industry, History of Air Travel, First Successful Flight, First
Passenger on a Flight, First Transatlantic Flight, Four
Forces of Flight, Four Forces Required for a Plane to Fly,
Aviation Industry, Civil Aviation, Developments in Aviation
after World War 1, Aircraft Innovations, First Modern
Airliners, Pressurized Cabins, Impact of World War II on
Aviation, New Technological Developments, Dawn of the Jet
Age, The Federal Aviation Act of 1958, Wide–Body Aircraft
and Supersonic Aircraft, History of Indian Aviation and its
Future, The First Flight – Indian Aviation, Milestones, The
Aviation Boom, Future of Indian Aviation
Unit 2 Aircraft Types, Commercial Airlines, Departments in
Airlines
Introduction, Aircraft Types, Types of Aircraft, Aircraft
Services, Some Commonly used Aircrafts and their Seating
Capacity, Features of an Aircraft, Commercial Airline,
Aircraft Manufacturers, First Airline, Five Oldest Airlines
Still Operating, Seaplane, Airplane, Some Important
Departments in an Airline, Line Personnel
Unit 3 Safety and Security Measures at the Airport, and
Inside the Aircraft
Introduction, Rules and Regulations at the Airport, Rules
and Regulations to be followed at the Airport, Rules and
Regulations to be followed inside the Aircraft, Main Features
of an Airport, Importance of Airports, Airport Components,
Main two Departments in an Airport besides Airport
Security, Airport Security, Ground Operations , Airports in
India, International Airports, List of some International
Airports
Unit 4 Civil Aviation Governing Bodies, Terminologies, Full
Service and Low cost Airlines
Introduction, Abbreviations and Phonetic Codes, Some
Commonly used Abbreviations and Terminologies, Phonetic
Code by ICAO, Some Commonly used Terminologies in
Aviation, List of Terminologies (Alphabetically), Civil Aviation
Governing Bodies, Some Important Governing Bodies,
Travel Cabin Class for Passengers, First Class, Business/
Executive Class, Premium Economy Class (Not on All
Airlines and Sectors), Economy Class, Full–Service Airline,
Full–Service Airline – India, Low Cost Airline, Low Cost
Airline is also known as No–Frills or Budget Airline
Air Hostess and

BLOCK 2 : HISTORY OF AVIATION, INDIAN AVIATION,
AIRPORT RULES AND REGULATIONS, LOW COST
AND FULL SERVICE AIRLINES
UNIT 1 HISTORY OF AVIATION, INDIAN AVIATION
UNIT 2 AI RCRAFT TYPES, COMMERCIAL AIRLINES,

DEPARTMENTS IN AIRLINES
UNIT 3 SAFETY AND SECURITY MEASURES AT THE AIRPORT,

AND INSIDE THE AIRCRAFT
UNIT 4 CIVIL AVIATION GOVERNING BODIES, TERMINOLOGIES,

FULL SERVICE AND LOW COST AIRLINES
HISTORY OF AVIATION,
INDIAN AVIATION, AIRPORT
RULES AND REGULATIONS,
LOW COST AND FULL
SERVICE AIRLINES
The history of aviation goes back more than two thousand years. The
airplane has been the most promising invention of the 20th century, simply
because it has connected nations that would never been connected otherwise, and
has shown us a new, unseen and glorious perspective of our earth. Civil aviation
carries passengers, and delivers cargo to almost all the parts of the world. Aviation
provides the fastest worldwide transportation network, which makes it necessary
for global business. It generates economic growth, creates jobs, and facilitates
international trade and tourism.
In this block, the students will be given a background about History of

Aviation, Indian Aviation, Duties and Responsibilities of a cabin crew as per
Airline policies, Safety and Security measures at the Airport and on–board a
plane, Civil Aviation Governing Bodies, difference between Full Service and Low
cost Airlines, and Airport Names in India and around the world.
The block explains about how and when aviation started, the importance
of Indian aviation on global air travel, Future of Indian Aviation, features of an
aircraft, Phonetic codes and terminologies used in Aviation industry, and different
departments in the airlines. By going through this block, students will understand
the difference between Full service airline and Low cost airline, and Safety and
security measures taken at the airport by the airport staff.
Block Objectives :
Early attempts at Flying, Early experiments in flying, History of Air travel,

First successful flight, First passenger on a flight, First Transatlantic flight, Four
Forces required for a plane to fly, Aircraft Manufacturers, First Airline, Five
oldest Airlines still operating, Seaplane, Airplane, Civil Aviation, Developments
in Aviation after World War 1, Aircraft Innovations, First Modern Airliners,
Pressurized Cabins, New technological developments, Dawn of the Jet Age, The
Federal Aviation Act of 1958, Wide–body Aircraft and Supersonic Aircraft, Types
of Aircraft, Some commonly used Aircrafts and their Seating capacity, Aircraft
services, Features of an Aircraft, The first flight – Indian Aviation, Milestones,
The aviation boom, Future of Indian Aviation, Line Personnel, Rules and
Regulations to be followed at the Airport, Rules and Regulations to be followed
on–board a flight, Abbreviations, Phonetic codes, Terminologies, Civil Aviation
Governing Bodies, First class, Business/Executive class, Premium Economy
class, Economy class, Full–Service Airline, Low–cost Airline, Importance of
Airports, Airport Components, Airport Security, Ground Operations, List of
Airports in India, and International Airports.
Block Structure :
Unit 1 : History of Aviation, Indian Aviation
Unit 2 : Aircraft Types, Commercial Airlines, Departments in

Airlines
Unit 3 : Safety and Security measures at the Airport, and inside

the Aircraft
Unit 4 : Civil Aviation Governing Bodies, Terminologies, Full

Service and Low cost Airlines
UNIT
01 History of Aviation,
Indian Aviation
UNIT STRUCTURE
1.0 Learning Objectives
1.1 Introduction
1.2 Introduction to Aviation
1.2.1 Early Attempts at Flying
1.2.2 Early Experiments in Flying
1.3 History of Aviation Industry
1.3.1 History of Air Travel
1.3.2 First Successful Flight
1.3.3 First Passenger on a Flight
1.3.4 First Transatlantic Flight
1.4 Four Forces of Flight
1.4.1 Four Forces Required for a Plane to Fly
1.5 Aviation Industry
1.5.1 Civil Aviation
1.5.2 Developments in Aviation after World War 1
1.5.3 Aircraft Innovations
1.5.4 First Modern Airliners
1.5.5 Pressurized Cabins
1.6 Impact of World War II on Aviation
1.6.1 New Technological Developments
1.6.2 Dawn of the Jet Age
1.6.3 The Federal Aviation Act of 1958
1.6.4 Wide–Body Aircraft and Supersonic Aircraft
1.7 History of Indian Aviation and its Future
1.7.1 The First Flight – Indian Aviation
1.7.2 Milestones
1.7.3 The Aviation Boom
1.7.4 Future of Indian Aviation
1.8 Let Us Sum Up
1.10 Glossary
1.11 Assignment
1.12 Activity
1.13 Case Study
1.14 Further Reading 1
Air Hostess and
Introduction to Aviation, History of Aviation, Four Forces of Flight,
Aviation Industry, Impact of World War II on Aviation, and History of Indian
Aviation and its future.
1.1 INTRODUCTION :
Existence of Aviation is said to be over two thousand years old. History
of Aviation refers to the time from when the first attempts to fly with Kites, Hot
air Balloons, to Gliders, to now, flights powered by heavier than air Jets,
supersonic, and Spaceflights. In this unit we will focus on history of Aviation in
general, and Indian Aviation history, and future of Indian Aviation.
1.2 INTRODUCTION TO AVIATION :

1.2.1 Early Attempts at Flying :
As early as 400 BCE, there have been legends of men mounting devices
made to fly or strapping typically birdlike wings, and attaching similar devices
to themselves in attempts to fly by jumping off a tower, hill, or cliff.
During this early period, physical issues of actual dynamics of flying were
not understood, and most attempts ended in serious injury or death when the
devices lacked an effective tail balance, or the wings were not long enough.
1.2.2 Early Experiments in Flying :
Example of Early Attempts at Flying

• Ornithopters : Invented by Leonardo da Vinci, this wooden machine was
made in 400 BC and designed to fly by a man, by flapping the wings, in
the manner the birds fly
• Hot Air Balloon : Hot air balloon was developed in the 18th century, it
was based on a very basic scientific principle of buoyancy developed by
Archimedes. It was created by Montgolfier brothers. Hot air in the balloon
is lighter than cool air outside, hence it floats. The hot air balloon is the
first successful flight technology, carrying a human being
• Gliders : A glider is an aircraft that has fixed–wings, and no engines. It
is supported in its flight, by the dynamic reaction of the air against its lifting
surfaces, and whose free flight does not depend on an engine. Sir George
Cayley designed the first glider to carry a human being.
2
 Check Your Progress – 1 : History of Aviation,
Indian Aviation
1. Early attempts at flying started as early as :
(a) 300 BCE (b) 400 BCE (c) 500 BCE
2. Who designed the first Glider ?
(a) Henry Ford (b) Wright brothers
(c) Sir George Cayley
1.3 HISTORY OF AVIATION INDUSTRY :

1.3.1 History of Air Travel :
The history of air travel began with the flight of the Wright brothers on
December 17, 1903. Their plane was an engine powered and controlled aircraft,
whereas previous attempts to fly was done using gliders that had control and no
power, or free flight which had power but no control.
1.3.2 First Successful Flight :
On December 17, 1903, Orville Wright and Wilbur Wright completed four
years of research and design efforts with a 120–foot, 12–second flight at Kitty
Hawk, North Carolina, USA. This was the first engine powered flight in a
heavier–than–air machine.
Example of First Flight of Wright Brothers

1.3.3 First Passenger on a Flight :
The first person to fly as a passenger was Leon Delagrange, who rode with
French pilot Henri Farman from a meadow outside of Paris in 1908.
1.3.4 First Transatlantic Flight :
Charles Lindbergh was the first Solo person, to fly The Spirit of St. Louis
from New York to Paris in 33 and a half hours, the first nonstop flight across
the Atlantic Ocean.
1. What was the Wright brothers famous for ?
(a) First successful flight in Aviation History
(b) First transatlantic flight
(c) Designing Hot Air Balloon
3
Air Hostess and
1.4 FOUR FORCES OF FLIGHT :
1.4.1 Four Forces Required for a Plane to Fly :
(1) Thrust : Is the engine power which helps the aircraft in a forward
movement, to gain speed for lifting off the ground. Propeller helps to thrust the
plane forward.
(2) Drag : It is the opposite of thrust. It is the resistance of the air to the
aircraft's forward movement. A wing is designed to reduce drag at the leading
edge.
Spoilers are useful for decreasing lift without increasing the airspeed of
the airplane or without increasing drag significantly. Pylons are the part on the
wings of the aircraft between the wing and the engine. Without pylons, the drag
on the wing will reduce the aircraft's speed, and overall performance.
(3) Lift : The force that helps to lift the aircraft upward into the air. Wings
generate lift and control the airflow while flying. Wings produce lift and manage
airflow using the rear/trailing edge. Extending the flaps increase the camber of
the wings aerofoil, thus increasing lift at lower speeds, which is an important
feature for landing. Slats adjust the angle of attack of the wings, increasing lift.
The whole concept of the spoiler is to intentionally reduce the lift of the plane
so that it can land properly.
(4) Weight : Gravitational force that that helps bring the aircraft down for
landing. Opposite of lift. Weight is the force that pulls the plane down due to
gravity. In order for the plane to get off the ground, the plane must overcome
its weight through the force of lift. The more mass the plane has the more lift
it has to produce in order to get off the ground.
When an airplane is flying straight, at the same level, and at a constant
speed, the lift it produces balances its weight, and the thrust it produces balances
its drag. However, this balance of forces changes as the airplane rises and
descends, as it speeds increases and slows down, and as it turns.
For take–off, Thrust has to be more than the Drag, and Lift more than
Weight.
Example of Four Forces of Flight
1.5 AVIATION INDUSTRY :

1.5.1 Civil Aviation :
The aviation industry is the business sector that manufactures and operates
all types of aircraft.
Many airlines first buy the aircraft from the manufacturer, then sell it off
to financiers, and take it back on lease. Some smaller companies leases planes
in such a way that the company owning the plane arranges engineering services,
at a cost.
4
Civil aviation is one of two major categories of flying, representing non– History of Aviation,
military aviation, which has both private and commercial planes. Indian Aviation
1.5.2 Developments in Aviation after World War 1 :

Post–World War 1 (WW1), which ended in 1918, developments like
emergence of Airmail, and use of Beacons took place. Aviation evolved rapidly
during WW1, with modern and more effective aircraft replacing the basic
machines that started flying in 1914.
Airmail : First Airmail service was started by the US government, between
Chicago and Cleveland on May 15, 1919.
Henry Ford, the Automobile manufacturer was the first successful bidder
for Airmail contract.
Beacons : The Army deployed rotating beacons (bright light) in a line
between Columbus and Dayton, Ohio, a distance of about 80 miles, in 1921. The
beacons, visible to pilots at 10–second intervals, made it possible to fly the route
at night.
1.5.3 Aircraft Innovations :
Airlines wanted to attract passengers away from the railroads, for that they
needed both larger, faster and safer airplanes. They wanted to win over people's
trust which was shaken, due to a few accidents, which kept people from flying.
Aircraft manufacturers came up with so many improvements to aircraft in
the 1930s that it was believed to be the most innovative period in aviation history.
Air–cooled engines replaced water–cooled engines, reducing weight and making
larger and faster planes possible. There were innovations in the Cockpit instruments
like, better altimeters, airspeed indicators, rate–of–climb indicators, compasses,
and the introduction of artificial horizon, which showed pilots the altitude of the
aircraft relative to the ground (how high they were flying from ground level) –
important for flying in reduced visibility.
Radio : Another important development to aviation was radio. By World
War I, some pilots were taking radios up in the air with them so they could
communicate with people on the ground. The airlines followed suit after the war,
using radio to transmit weather information from the ground to their pilots, so
they could avoid storms. Radio was also used as an additional help in navigation,
when visibility was poor.
Marker Beacons : Marker beacons (VHF radio beacon) came next,
allowing pilots to locate airports in poor visibility.
First Air Traffic Control : The first air traffic control tower was
established in 1935, at what is now Newark International Airport, in New Jersey,
USA.
1.5.4 First Modern Airliners :
Boeing built what generally is considered the first modern passenger
airliner, the Boeing 247 which was introduced in May, 1933
Douglas Aircraft Company built the DC–1 in December 1933, which had
a more powerful engine and could accommodate two more passengers.
Douglas Aircraft Company came up with DC–2 in May 1934, which was
a new, longer version, and it was a big success.
5
Air Hostess and Douglas Aircraft Company built DC–3 in December 1935, which was the
Cabin Crew Management first aircraft to enable airlines to make money carrying passengers.
1.5.5 Pressurized Cabins :
Although planes such as the Boeing 247 and the DC–3 had made important
changes in aircraft design, they had a major drawback. They could not fly higher
than 10,000 feet, because people became dizzy and even fainted, due to the
reduced levels of oxygen at higher altitudes.
Boeing 307 Stratoliner, was introduced in 1940. It was the first pressurized
aircraft, meaning that air was pumped into the aircraft as it gained altitude (went
higher up in the air) to maintain an atmosphere inside the cabin, similar to the
atmosphere that occurs naturally at lower altitudes (below 10,000 feet). With its
regulated air compressor, the 33–seat Stratoliner could fly as high as 20,000 feet,
and reach speeds of 200 miles per hour.
1. When was the first pressurized aircraft introduced ?
(a) 1939 (b) 1940 (c) 1941
1.6 IMPACT OF WORLD WAR II ON AVIATION :

1.6.1 New Technological Developments :
World War II and Aviation had huge impact on each other. While mass
production of aircrafts was the chief goal of the United States, the major
innovations during the wartime period with the new developments of radar and
jet engines, happened in Europe.
Jet engine : Frank Whittle, a British pilot, designed the first jet engine in
1930.
Helicopter : On September 14, 1939, the VS–300, the world's first
practical helicopter, flew at Stratford, Connecticut, USA. Helicopters were used
as flying ambulances to carry patients during the war. They can also be loaded
with water to fight large fires. Military forces still use helicopters to move troops
(Soldiers or Armed forces), and get required supplies to ships.
Radar : Another technological development with a much greater impact
on the war's outcome (and later on commercial aviation) was radar. British
scientists had been working on a device that could give them early warning of
approaching enemy aircraft even before the war began, and by 1940, Britain had
the Radar ready.
Cathode Ray Oscilloscope : British scientists also perfected the Cathode
Ray Oscilloscope, which produced map–type outlines of surrounding countryside
and showed aircraft as a pulsing (throbbing) light. This has benefitted aviation
a lot.
Transponders : Americans, found a way to distinguish between enemy
aircraft and allied (Someone you could trust) aircraft, by installing transponders
(radio signals) aboard the allied aircraft that signalled their identity to radar
operators.
1.6.2 Dawn of the Jet Age :
The Comet, a 36–seater Jet made by Britain in 1952, flew from London
to Johannesburg, South Africa, at a high speed of 500 miles per hour. However,
6
two years later, the Comet could not keep up its success following two accidents History of Aviation,
one after the other, in which the fuselage burst apart during flight due to Indian Aviation
weakening of metal of the plane.
Jet made a come–back in 1958, with the first U.S. passenger jet, the Boeing
707. With a length of 125 feet and four engines, the 707 could carry up to 181
passengers and travel at speeds of 550 miles per hour. Its engines produced less
vibration, putting less stress on the plane's airframe and reducing maintenance
expenses. They also burned kerosene, which cost half as much as the high–octane
gasoline used in more traditional planes. Jet Age arrived with the 707, which was
first ordered and operated successfully by Pan Am. Soon, other airlines were
waiting in queue to buy the new aircraft.
1.6.3 The Federal Aviation Act of 1958 :
Following World War II, air travel reached new heights, but with the
industry's growth came new problems. The skies were getting too crowded for
existing systems of aircraft separation. To bring down this issue, and similar other
issues, the Federal Aviation Act of 1958, came into existence.
1.6.4 Wide–Body Aircraft and Supersonic Aircraft :
 Wide–Bodied Aircraft :
In 1969, Boeing came up with Boeing 747. It was the first wide–body jet,
with two aisles, a distinctive upper deck over the front section of the fuselage,
and four engines. With seating for as many as 450 passengers, it was twice as
big as any other Boeing jet, and 80 percent bigger than the DC–8, which was
the largest jet, up until that time.
Following suit, Douglas built its first wide–body, the DC–10, in 1970,
Lockheed built the L–1011 in 1972.
Both the DC–10, and L–1011 had three engines (one under each wing and
one on the tail) and were smaller than the 747, with seating capacity around 250
and 350 passengers, respectively.
 Supersonic Commercial Aircraft :
The Soviet Union was the first to succeed in testing their supersonic aircraft
(faster than the speed of sound), Tupolev 144 in December of 1968.
On January 21, 1976, both British Airways and Air France took off on their
respective supersonic aircraft, Concorde flights, at the same time, to fly as
commercial supersonic service.
On October 24, 2003, the last commercial flight of Concorde, flew from
New York to London.
1. Which aircraft has two aisles ?
(a) Wide body (b) Narrow body (c) Fighter plane
1.7 HISTORY OF INDIAN AVIATION AND ITS FUTURE :

1.7.1 The first flight – Indian Aviation :
Indian Aviation officially started in 1932, with the introduction of the first
airline, Tata Air Services founded by J.R.D Tata (known as father of Indian
Aviation), which started as an Airmail carrier within India. The airline flew its
7
Air Hostess and first flight in October 1932, flying from Karachi to Mumbai by India's first
Cabin Crew Management licenced pilot J.R.D Tata.
Father of Indian Aviation – JRD Tata

1.7.2 Milestones :
• By 1938, the airline progressed from being just a freight airline to a
commercial airline, and was flying domestic flights to a number of
destinations. The airline was renamed, Tata Airlines.
• In 1947, following independence of India from the British, Tata Airways
was renamed Air India. It became a national carrier (airline) with the
government taking 49% stake in the airline.
• Air India began flying its first international flights in 1948, the first flight
was from Mumbai to London on a Lockheed Constellation.
• In 1950's there were many smaller airlines, all of which merged into two
airlines named Air India, and Indian Airlines, which was run by the
government after the airline industry was nationalized in 1953.
• India revoked all laws regulating the formation of airlines, and allowed the
introduction of scheduled private airlines by 1994. This deregulation
brought in new airlines such as, Jet Airways and ModiLuft. India's
deregulation allowed foreign airlines like, Lufthansa to invest in ModiLuft,
a joint–venture airline that did not succeed. However, ModiLuft went on
to become SpiceJet, one of the major low–cost carrier.
1.7.3 The Aviation Boom :
• With year 2000 came aviation boom in India. Full–service carriers such as
Air India and Jet Airways were challenged by the low–cost airlines which
drastically reduced fares, thus allowing many more people to fly at a lower
cost.
• Very good examples of low–cost airlines were IndiGo, SpiceJet, GoAir, and
AirAsia – India. These airlines started occupying over 70% of the domestic
market and continues to grow. This sudden growth of airlines, and low fares
has positioned India as the third–largest aviation market in the world,
requiring thousands of new aircraft in the coming years.
• With the growth of the Indian aviation market, a number of foreign airlines
such as Emirates and Qatar have become major long–haul carriers, flying
to over a dozen cities each, and holding a high share of the market.
8
1.7.4 Future of Indian Aviation : History of Aviation,
Indian Aviation
As India remains the fastest–growing aviation market in the world, both
aircraft manufacturers and airlines are looking to expand into the Indian market.
Both Airbus and Boeing are set to sell their aircraft to the Indian market, which
is said to buy around 2000 planes in the next couple of decades. Airbus, with
its A320 which is a popular plane in India, has found success. Boeing is leading
in the smaller, yet growing, wide body market.
Vistara Airlines has expanded their operations, and has become India's first
private airline with a wide body aircraft. They are hoping to fill the slot of long–
haul airline, left vacant by closure of Jet Airways, which for the time being is
filled by foreign airlines.
Government of India has decided to sell its entire stake in Air India, and
is in the process of privatizing the airline.
1. Who is Known as the Father of Indian Aviation ?
(a) JRD Tata (b) Ratan Tata (c) Cyrus Tata
1.8 LET US SUM UP :

• Early attempts at flying
• Early Experiments in flying
• History of Aviation
• History of Air travel
• First successful flight
• First passenger on a flight
• First Transatlantic flight
• Four Forces required for a plane to fly
• Civil Aviation
• Development in Aviation after World War l
• Aircraft Innovation
• First Modern Airliners
• Pressurized Cabins
• New Technological developments
• Dawn of Jet Age
• The Federal Aviation Act of 1958
• Wide body aircraft and Supersonic aircraft
• First Indian flight
• Milestones in Indian Aviation
• The Aviation boom in India
• Future of Indian Aviation.
9
Air Hostess and
1. (B), 2. (C)
1. (A)
1. (B)
1. (A)
1. (A)
1.10 GLOSSARY :
Word Dictionary Meaning
Abreast Side by side in the same row, and facing the same way
Air Speed Indicator A device for measuring the forward speed of the
aircraft
Aerofoil A structure with curved surfaces designed to give the
most favourable ratio of lift to drag in flight
Adapt Adjust to new conditions
Administer Manage, Apply
Afloat Floating in water
Aisles A passage between rows of seats
Altimeter An instrument for determining altitude from sea level
BCE Before the Common Era (BC is commonly used –
Before Christ)
Beacon A light or other visible object serving as a signal, or
warning, or to guide on an airfield
Bidder A person or organization making a formal offer for
something (for purchase)
BMI Body Mass Index (BMI) is a person's weight in
kilograms divided by the square of height in meters.
Buoyancy The ability or tendency of something to float in water
or other fluid
Camber The bulge of the curve of an aerofoil from the leading
edge to the trailing edge
Classified Arranged in different categories
Cliff A sharp rising or falling slope of a rock, especially at
the edge of the sea
10
Compass An instrument used to show geographical direction History of Aviation,
Indian Aviation
etc. North, South, East, West
Conventional Is what is generally been done or believed
Deck Level (two decks – two levels)
Deploy Move into position or bring into effective action, if
required to do something
Deregulation Removal of restrictions
Distinctive Characteristic of a person or thing that makes it from
others
Dizzy Having or feeling a sensation of spinning around and
losing one's balance, fainting
Duration The time during which something continues to happen
(from, to)
Dynamics of Flying Flight dynamics is the study of the performance,
stability, and control of aircraft flying through the air
Emergence The process of becoming visible after being hidden, to
be seen
Empathy The ability to understand, and share the feelings of
what another person is going through
Evacuation The action of emptying a place, emptying an aircraft
Evolved Developed gradually or slowly, growth
Existence A way of living, to live
Financiers Someone who provides money for a particular project
or job
Fleet A number of aircrafts operating under the same airline
Follow Suit Imitate or do as someone else has done
Freight Goods transported in bulk by truck, train, ship, or
aircraft
Fuselage The main body of an aircraft
Horizon The imaginary line at which the earth's surface and the
sky appear to meet
Humility Humility is the quality of being humble or not showing
one's importance
Impact The action of one object coming forcibly into contact
with another
Indicator A thing that shows the specific state or level of
something, like a gauge or meter
Initiative The ability to assess and start something independently
Innovations A new method, idea, product, etc. A new way of doing
11
Air Hostess and something
Jet aircraft An aircraft powered by one or more jet engines
Lease A contract by which one party gives services to
another for a specified time, usually in return for
payment
Legend An extremely famous and respected person
Long Haul Flight Long distance flight, over six hours
Mass A body of matter, usually of indefinite shape and often
of a bigger size
Meadow A piece of grassland, especially one used for hay
Monitoring Maintain a close watch regularly
Mounting To climb on something, to reach a higher position
Multi–cultural Culture is the sum of attitudes, customs, and beliefs
that distinguishes one group of people from another.
Multi–cultural means people of different culture.
Navigation The process or activity of accurately finding out one's
position, and planning and following a particular route
Overhead Above the level of the head
Passionate Having strong feelings or beliefs
Patience The capacity to accept or tolerate delay, problems, or
suffering without becoming angry or tense
Post After, in time
Rate–of–climb An instrument to show the speed at which the aircraft
indicators is climbing up the sky after take off
Recurrent That which happens often, again and again
Refreshments A light snack or a drink
Relocate Move to a new place and make that your new home
Revoked Cancelled whatever was there before
Spaceflights Spaceflight (or space flight) is flight into or through
outer space
Solo Alone
Strapping Lock or secure the strap tightly
Supersonic Involving or denoting a speed greater than that of
sound
VHF Very High Frequency
Visibility The distance one can see as determined by light and
weather conditions
12
History of Aviation,
1.11 ASSIGNMENT :
Indian Aviation
Research different types of aircraft with narrow body and wide body. Write
down comparison between the two. What are the major differences, and what is
the advantages and disadvantages of both, narrow body aircraft and wide body
aircraft.
1.12 ACTIVITY :
• (How to make paper planes)
http://www.10paperairplanes.com/
Watch the above video. Once you make the paper plane the way they show
it, using the four forces of flight, see how you can manoeuvre the paper plane
with Thrust, Drag, Lift and Weight.
1.13 CASE STUDY :

• YouTube link to The Story of Indigo in Hindi | Case Study on Indian
Aviation Sector | 108 Years of Indian Aviation
https://www.youtube.com/watch?v=8QpFiT0qhRg

• 100 years of flight; inventing the plane
http://teacher.scholastic.com/activities/flight/wright/invent.htm
• Airships, Dirigibles, Zeppelins, & Blimps: What's the Difference ?
https://www.airships.net/dirigible/
• How are airplanes made
https://www.oxfordsaudia.com/en/blog/aircraft–construction–how–are–
airplanes–made/
• YouTube link to Indian aviation history – TATA Airline History by
Aviation Dreamer – Documentary
https://www.youtube.com/watch?v=li60i7P3sr4
• Book – Flight : 100 Years of Aviation by R. G. Grant
13
UNIT
02 Aircraft Types, Commercial
Airlines, Departments in Airlines
UNIT STRUCTURE
2.1 Introduction
2.2 Aircraft Types
2.2.1 Types of Aircraft
2.2.2 Aircraft Services
2.2.3 Some Commonly used Aircrafts and their Seating Capacity
2.2.4 Features of an Aircraft
2.3 Commercial Airline
2.3.1 Aircraft Manufacturers
2.3.2 First Airline
2.3.3 Five Oldest Airlines Still Operating
2.3.4 Seaplane
2.3.5 Airplane
2.4 Some Important Departments in an Airline
2.4.1 Line Personnel
2.5 Let Us Sum Up
2.7 Glossary
2.8 Assignment
2.9 Activity
2.10 Case Study
2.11 Further Reading

Aircraft types, Commercial Airline, and some important departments in an
Airline.
2.1 INTRODUCTION :
Existence of Aviation is said to be over two thousand years old. In this unit
we will focus on different types of Aircraft, Commercial or commonly known
as Passenger planes, and important departments in an Airline.
2.2 AIRCRAFT TYPES :

2.2.1 Types of Aircraft :
Aviation Industry deals with aircrafts, mainly in two different categories:
14
Military Aircraft : Military aircrafts are used to defend the country, or Aircraft Types,
attack if necessary, through the sky. Commercial Airlines,
Departments in Airlines
Civilian Aircraft : Civilian or Commercial aircrafts are used to transport
passengers, and freight between selected airports.
Civilian Aircrafts are further divided into two categories :
Private Aircraft : A business jet, or private jet, is a jet aircraft designed
for transporting small groups of people. Business jets may also be used for other
purposes, such as removing of injured people, or deliveries of very important
goods. Some Private Aircrafts are used by public figures, government officials,
or the armed forces.
Commercial Aircraft : Commercial aircraft carry both, Passengers and
Cargo. They are classified as :
Wide Body Aircraft : A wide body aircraft is also known as a twin–aisle
aircraft, it is a jet airliner with a fuselage wide enough to accommodate two
passenger aisles in a cabin, with seven or more seats abreast. Wide body aircraft
was originally designed for a combination of efficiency and passenger comfort,
and to increase the cargo space. Maximum capacity for passenger seating was
600 passengers. These aircrafts have four engines.
Example of Wide body Aircraft interior

Narrow Body Aircraft : Conventional or Narrow body aircraft has one
aisle, which separates the cabin seating arrangement into two rows abreast, with
up to six seats per row. Maximum capacity for passenger seating was 295. Cargo
is also carried on these aircrafts. These aircrafts have two engines.
Example of Narrow body single aisle Aircraft interior

2.2.2 Aircraft Services : :
Passenger Aircraft : Passenger aircraft is designed to carry passengers in
the main deck, and cargo/freight in the lower deck of an aircraft.
15
Air Hostess and Cargo Aircraft : A cargo aircraft (also known as freight aircraft, freighter,
Cabin Crew Management airlifter or cargo jet) is a fixed–wing aircraft that is designed or converted for
the carriage of cargo rather than passengers. Such aircraft generally feature one
or more large doors for loading cargo.
Example of Cargo Plane

Combi Aircraft : Combi aircraft in commercial aviation, is an aircraft that
can be used to carry either passengers, as an airliner, or cargo as a freighter. Such
aircrafts may have a divider in the aircraft cabin, to allow both uses at the same
time in a mixed passenger/freight combination.
2.2.3 Some Commonly used Aircrafts and Their Seating Capacity :
Aircraft Type Seating Capacity
Boeing 737 Around 220
Airbus A220 Around 160
Airbus 380 Around 700
2.2.4 Features of an Aircraft :

Aircrafts are classified according to their features. They are :
Number of Engines : Commercial planes have a minimum of two to a
maximum of four engines.
Range : The maximal total range is the maximum distance an aircraft can
fly between take–off and landing, depending on how much fuel is carried, in a
powered aircraft.
 Length of Flight :
Short Haul Flights : If an aircraft flies shorter than 600–800 nautical mile
(1,100–1,500 km), it is called a short haul flight. Flying time is between 30
minutes and three hours.
Long Haul Flights : If an aircraft flies longer than 2,200–2,600 nautical
mile (4,100–4,800 km), it is called long haul flight. Flying time is more than six
hours.
16
Medium–Haul Flights : Any length of flight between short and long haul Aircraft Types,
is called Medium haul flight. Commercial Airlines,
Flying time is between three to six hours.
1. Civilian Aircrafts are divided into how many categories ?
(a) Two (b) Three (c) Four
2. Boeing 737 seats around 500 passengers.
(a) True (b) False
2.3 COMMERCIAL AIRLINE :

A Commercial airline is a company that provides air transport services for
transporting passengers and freight/cargo/goods.
2.3.1 Aircraft Manufacturers :
 First Licenced Aircraft Manufacturer :
The Burgess Company (originally called Burgess Company and Curtis, Inc.
–after Greely S. Curtis) was the first licensed aircraft manufacturer in the United
States. The company received authorization to build Wright aircraft in the United
States, on February 1, 1911.
 The Largest Commercial Aircraft Manufacturers in the World :
The largest manufacturers in the commercial aircraft industry are : Airbus,
Boeing, and McDonnell Douglas.
Example of Airbus A380
Example of Boeing 747

In addition to the major airline fleets, there are also two smaller
manufacturers:
Embraer and Bombardier.
17
Air Hostess and 2.3.2 First Airline :
The first airline was the German Airship Company DELAG, founded on
16 November 1909.
2.3.3 Five Oldest Airlines Still Operating :
• KLM – Royal Dutch Airline of Netherland
Founded on : October 7, 1919
• Aviance – Colombia
Founded on : December 5, 1919
• Qantas of Australia
Founded on : November 16, 1920
• Aeroflot of Russia
Founded on : March 17, 1923
• Czech Airlines of Czech Republic
Founded on : October 6, 1923
2.3.4 Seaplane :
A seaplane is a powered fixed–wing aircraft capable of taking off and
landing on water.
The first practical seaplanes were built and flown in the United States by
Glenn H. Curtiss, in 1911 and 1912.
2.3.5 Airplane :
Aeroplane, first recorded in 1866, is made up of the prefix aero–, "air,
aviation," and the word plane, referring to the structure designed to keep an air
vehicle aloft.
1. The Burgess Company was the first licensed Aircraft manufacturer :
(a) True (b) False (c) Maybe
2. Which was the very first Airline ?
(a) Boeing (b) Airbus
(c) German Airship Company DELAG
2.4 SOME IMPORTANT DEPARTMENTS IN AN AIRLINE :

2.4.1 Line Personnel :
Line personnel include everyone directly involved in producing or selling
an airline's services, like the mechanics who maintain the planes, the pilots who
fly them, the flight attendants who perform various inflight safety functions and
serve passengers, the reservation desk, airport check–in and gate personnel who
book and process the passengers, ramp service agents, security guards, etc.
Line personnel mainly have three divisions, which generally account for
85 percent of an airline's employees.
Line Personnel generally fall into three broad categories :
18
Engineering and maintenance : Maintenance department ensures that the Aircraft Types,
aircraft is well maintained and safe to fly, that passengers are comfortable, that Commercial Airlines,
the aircrafts are well preserved and ensure maximum utilization of planes by Departments in Airlines
keeping them in excellent condition.
Maintenance accounts for approximately 11 percent of an airline's employees
and 10–15 percent of its operating expenses.
Flight Operations : Flight Operations department is responsible for
operating an Airline's fleet of aircraft in safe and efficient manner. It schedules
the timing of aircraft movement, flying schedule for flight crews. This department
also develops and administers all policies and procedures necessary to maintain
safety and fulfil all FAA (Federal Aviation Administration) operating requirements.
It is in charge of all flight–crew training, both initial and recurrent training for
both pilots and flight attendants. It also establishes the procedures crews must
follow before, during and after each flight, to ensure safety.
Dispatchers too are a part of flight operations. Their main job is to release
flights for take–off, following a review of all factors affecting a flight. They have
to take into account the weather, routes the flight may follow, fuel requirements,
and both the actual weight, and distribution of weight on board the aircraft, for
a safe flight.
Sales and Marketing : The main activities of Sales and Marketing
department is : pricing of tickets, scheduling, advertising, passenger ticket and
cargo sales, reservations and customer service, including food service.
While all of them are important, pricing and scheduling (right ticket price
for the right flight schedule) in particular is what makes an airline stay afloat.
Staff Personnel : Staff Personnel work mostly in corporate headquarters
and fall into seven broad job categories : Finance and property, Information
services, Personnel, Medical, Legal, Public relations, and Planning.
Subcontractors : Subcontractors are hired on contract basis by Airlines,
partially or wholly for aircraft cleaning, fuelling, airport security, food service
and sometimes maintenance work, while ensuring they meet all applicable federal
safety standards.
1. Line Personnel mainly have how many divisions ?
(a) One (b) Two (c) Three
2.5 LET US SUM UP :

• Types of Aircraft
• Aircraft services
• Some commonly used aircrafts
• Features of an Aircraft
• Aircraft manufacturers
• First Airline
• Five oldest Airline still operating
• Seaplane
19
Air Hostess and • Airplane
• Some important departments in Airlines.

1. (A), 2. (B)
1. (A), 2. (C)
1. (C)
2.7 GLOSSARY :
Word Dictionary Meaning
Abreast Side by side in the same row, and facing the same way
Aerofoil A structure with curved surfaces designed to give the most
favourable ratio of lift to drag in flight
Adapt Adjust to new conditions
Administer Manage, Apply
Afloat Floating in water
Aisles A passage between rows of seats
Altimeter An instrument for determining altitude from sea level
BCE Before the Common Era (BC is commonly used – Before
Christ)
Beacon A light or other visible object serving as a signal, or
warning, or to guide on an airfield
Bidder A person or organization making a formal offer for
something (for purchase)
Classified Arranged in different categories
Cliff A sharp rising or falling slope of a rock, especially at the
edge of the sea
Compass An instrument used to show geographical direction etc.
North, South, East, West
Conventional Is what is generally been done or believed
Deck Level (two decks – two levels)
Deploy Move into position or bring into effective action, if
required to do something
Deregulation Removal of restrictions
Distinctive Characteristic of a person or thing that makes it from
others
20
Dizzy Having or feeling a sensation of spinning around and Aircraft Types,
Commercial Airlines,
losing one's balance, fainting
Duration The time during which something continues to happen
(from, to)
Dynamics of Flight dynamics is the study of the performance,
Flying stability, and control of aircraft flying through the air
Emergence The process of becoming visible after being hidden, to be
seen
Empathy The ability to understand, and share the feelings of what
another person is going through
Evacuation The action of emptying a place, emptying an aircraft
Evolved Developed gradually or slowly, growth
Existence A way of living, to live
Financiers Someone who provides money for a particular project or
job
Fleet A number of aircrafts operating under the same airline
Follow Suit Imitate or do as someone else has done
Freight Goods transported in bulk by truck, train, ship, or aircraft
Fuselage The main body of an aircraft
Horizon The imaginary line at which the earth's surface and the sky
appear to meet
Humility Humility is the quality of being humble or not showing
one's importance
Impact The action of one object coming forcibly into contact with
another
Indicator A thing that shows the specific state or level of something,
like a gauge or meter
Initiative The ability to assess and start something independently
Innovations A new method, idea, product, etc. A new way of doing
something
Jet aircraft An aircraft powered by one or more jet engines
Lease A contract by which one party gives services to another
for a specified time, usually in return for payment
Legend An extremely famous and respected person
Long Haul Flight Long distance flight, over six hours
Mass A body of matter, usually of indefinite shape and often of
a bigger size
Meadow A piece of grassland, especially one used for hay
Monitoring Maintain a close watch regularly
21
Air Hostess and Mounting To climb on something, to reach a higher position
Multi–cultural Culture is the sum of attitudes, customs, and beliefs that
distinguishes one group of people from another. Multi–
cultural means people of different culture.
Navigation The process or activity of accurately finding out one's
position, and planning and following a particular route
Overhead Above the level of the head
Passionate Having strong feelings or beliefs
Patience The capacity to accept or tolerate delay, problems, or
suffering without becoming angry or tense
Recurrent That which happens often, again and again
Refreshments A light snack or a drink
Relocate Move to a new place and make that your new home
Revoked Cancelled whatever was there before
Solo Alone
Strapping Lock or secure the strap tightly
VHF Very High Frequency
Visibility The distance one can see as determined by light and
weather conditions
2.8 ASSIGNMENT :
Research different features of an aircraft. Write down difference between
the features of older aircrafts and the more recent aircrafts. What are the major
differences, and what are the advantages and disadvantages of the changes.
2.9 ACTIVITY :
Find out different departments of domestic as well as international airlines,
as well as airports. Research both, Indian, as well as foreign airlines. Do a
comparative study.
2.10 CASE STUDY :

• Case Study of the Indian Aviation Sector : Soaring High or Turbulence
Ahead
Link for complete case study – https://www.managementstudyguide.com
/case–study–of–indian–aviation–sector.htm
Take–off from Modest Beginnings : The Evolution of the Indian
Aviation Sector
The Indian Aviation sector is poised to take off and soar high in an
unprecedented manner. Indeed, the Aviation sector in India has come a long way
from the humble beginnings in the pre–independence era where the legendary
JRD Tata, pioneered the industry and introduced a small turboprop plane as the
first connection to the outside world by air.
22
Now, the Aviation sector is a stage where it boasts of world–class airports, Aircraft Types,
best in the breed airlines, and an enviable safety record, though minor skirmishes Commercial Airlines,
are reported often. From being a preserve of the rich to the present where the Departments in Airlines
Aam Admi is the focus of the airline industry, the aviation sector mirrors the
development and evolution of the Indian Economy over the decades.
Added to this is the fact that successive Indian Governments since the
1990s when the Indian Economy was liberalized have actively encouraged the
development of the sector by providing subsidies and establishing world–class
airports, though at a tardy pace given the inherent complexities of the Indian
political and socioeconomic landscape.
Thus, it can be said that the Indian Aviation sector is both poised to take
off as far as the future is concerned and is soaring high as far as the present is
concerned.
 Factors Dragging the Sector Down :
Having said that, there are a few bottlenecks or chokepoints that have
stymied the development and the growth of the Indian Aviation Sector. Prominent
among these is the capacity addition in the airports across India where the present
infrastructure is unable to support the ambitious expansion plans of the various
airlines.
Indeed, even after building gleaming and glittering airports in all the
Metros under the PPP or the Public Private Partnership model, airlines are
routinely denied landing rights and parking bays for want of capacity.
Further, the fact that the blistering pace of growth in the sector means that
despite adding capacity in a quick manner, airports are unable to handle the ever–
increasing load of footfalls in terms of arrivals and departures.
Though the Indian Government has put in place policies such as the
UDAAN Scheme, the Regional Connectivity Scheme, and various others aimed
at persuading and incentivizing airlines to connect to remote locations, the
pathetic state of the infrastructure in such areas means that such schemes would
take time to fructify.
Of course, the massive push to develop Tier 2 and Tier 3 airports is clearly
a right step in the direction of broadening the base of the infrastructure pyramid
so that flyers from rural areas can benefit as well.
However, this push is succeeding in states where the state governments are
actively encouraging such developments whereas in other regions, the initiative
is lagging the former.
 How the Indian Aviation Sector Became World Class :
Having said that, it is also the case that the crowning glory of the Indian
Aviation sector lies in the dirt cheap prices that are offered to the passengers and
which are among the lowest in the world as far as LCC or Low Cost Carriers
are concerned.
Talking about LCCs, the Indian Aviation sector was among the first in the
developing world to take the LCC route with Capt Gopinath launching Deccan
Aviation or Air Deccan which had the logo of the famous cartoonist, RK
Lakshman's common man flying.
Though it is another matter that Air Deccan was acquired by the now
defunct Kingfisher airlines, whose high flying promoter, Vijay Mallya, went
23
Air Hostess and bankrupt a few years ago, the fact remains that the LCC concept caught on among
Cabin Crew Management other airlines s well.
Talking about the personalities and the airlines that have dominated the
Indian Aviation sector, it is the case that most of the Airlines which took advantage
of the liberalized Indian Economy in the 1990s were essentially one person shows
meaning that the promoters or the CEOs often had a larger than life presence.
Indeed, people such as Mallya, Naresh Goyal of Jet Airways, the promoters
of Spicejet, and others straddled the scene. However, many Industry experts have
pointed out that the Indian Aviation sector can be more professionally managed
as far as both airport and airline management is concerned.
Already, a start has been made here with the construction of the modern
airports in Bengaluru, Mumbai, Delhi, and Hyderabad by a consortium of Indian
and Foreign players. Also, airlines such as Indigo are professionally managed
without personality cults or run by the whims and fancies of a single individual.
Moreover, with the re–entry of the venerable TATA group through tie–ups
and partnerships, the Indian Aviation sector looks to be on its way to First World
status.
 Cautious Optimism Instead of Hyped Hope :
As the title of this case study indicates, what the future holds for the Indian
Aviation Sector can be characterized as cautious optimism instead of unrealized
hopes. For instance, the growth in the passenger traffic has been dizzying over
the last few years.
Further, the increase in the number of airlines and the concomitant capacity
addition in terms of infrastructure and airports built has also been high. Thus,
there is scope for ambition, though it has to be tempered with realism.
This is mainly on account of the various problems besetting the Indian
Aviation Sector such as overcrowding both in terms of handling arrivals and
departures in the airports as well as the very real problem of flights having to
wait inordinately for landings and take–offs. Indeed, despite the capacity addition,
except for New Delhi and Mumbai International Airports, no other airport in India
has two runways.
Even in these airports, sometimes the number of arrivals and departures
are so high that despite the two runways, aircraft have to wait to take off and
land. This compares poorly with the major airports in the world where it is routine
for air traffic controllers or ATCs to handle hundreds of aircraft movements each
hour. Indeed, if India aspires to join the ranks of developed countries, there can
be no better way to do so than by showcasing its Aviation Sector.
From Ambani to Aam Admi : How the Indian Aviation Sector became
Egalitarian
Talking about the last point, the Indian Aviation Sector has long been a
study in contrast where the predominantly poor India meets the glitzy and
emerging as well as arriving (literally and metaphorically) India. This has led to
frequent criticism by those who point to the anomaly and contradiction of a poor
country investing in its airports when the money can instead be used to better
the lives of the poor.
Indeed, this was the reason why the Indian Aviation Sector did not take–
off during the 1970s and the 1980s when the dominant ideology was socialism.
24
As with many things that happened after the liberalization of the Indian Aircraft Types,
Economy in the 1990s, the Aviation Sector too took wings and began to soar high. Commercial Airlines,
However, even in the 1990s and the early 2000s, there were many rules and Departments in Airlines
regulations that stymied the growth of the sector as well as stunted the
development of the same.
Indeed, it was not until a few years ago that the Indian Government
permitted international tie–ups and it was only recently that the permission for
domestic airlines to fly to international destinations was accorded. Thus, it can
be said that it is only now that the Indian Aviation Sector can dream of soaring
high.
 Turbulence Ahead :
Having said that, it is also the case that safety standards seem to be lax
these days as evidenced b the number of aircrafts reporting defects and botched
take–offs and landings. While it is true that the Indian Aviation Sector does not
have any major accidents as a blot on its operations, it is always better to be safe
than sorry and hence, it is time for the regulators and other stakeholders to take
passenger safety seriously.
What is also worrying is the casual attitude towards passengers especially
when they are boarding or deplaning. Indeed, while the Indian Media does tend
to sensationalize the incidents, the repeated instances of airline crew and staff
being rude to the passengers and worse, becoming violent with them does not
any good to the Image of the Indian Aviation Sector.
Moreover, the way in which the long queues at the booking counters and
the security checkpoints tend to become irritating and indeed, painful for the
passengers does not bode well for the future of the Indian Aviation Sector. It is
for these reasons that we believe that there can be turbulence ahead for the sector.
 Premier to Poor : The Air India Saga :
No case study on the Indian Aviation Sector is complete without a
discussion on the national carrier, Air India, the merged entity representing the
erstwhile Air India and Indian Airlines, the domestic carrier.
While it is now routine for commentators to lampoon Air India, it needs
to be remembered that it was the premier Indian carrier in the post–Independence
era until the liberalization of the Indian Economy.
Having said that, the wheel has come full circle and hence, its present status
as a loss–making entity that is depending on governmental bailouts to stay afloat
means that perhaps it is time to privatize it.
Indeed, its portfolio of landing rights and code share agreements as well
as its fleet, though ageing, makes it attractive to foreign and domestic players
alike who can convert these advantages into their own and at the same time,
restructure it in such a manner that it becomes possible for it to become profitable
again.
Thus, it needs to be watched as to what decision the political masters take
in this regard. It can be said that politics plays a major role in determining the
fate of Air India since there is the aspect of emotional and sentimental reasons
as well.
25
Air Hostess and  Impact of Politics on the Indian Aviation Sector :
Talking about politics and the future of the Indian Aviation Sector, it needs
to be mentioned that the sector has grown with and without political interference.
In other words, while in some cases, the political decisions helped the sector, in
other cases, it grew despite the politicians meddling with it.
Indeed, in all cases, the sector has grown to live with both the adverse and
the beneficial political decisions. For instance, a long pending demand of the
sector has been to lower the high prices for Aviation and Turbine fuel.
In times when oil prices are at record lows, it makes sense for the
government to cut the prices of ATF or Aviation Turbine Fuel. However, this has
not happened and hence, airlines continue to grumble and at the same time, carry
on with their operations.
Also, capacity addition and more landing rights are to be dealt with as well.
On a more controversial note, the bilateral agreements between the Indian and
the Foreign Governments about seat allocations or the number of passengers
flying to and fro between Indian and Foreign Destinations seems to be taken with
a view to favor some airlines over others.
 Conclusion :
It goes without saying that there are some measures that would minimize
the path ahead for the sector. To start with, the present agreement on not having
two airports within 150 Kilometres of each other can be reviewed especially
where Bangalore and Hyderabad are concerned.
In both these cities, the airports in operation earlier have been mothballed
despite massive investments in them mainly because the new airports and their
owners specified the agreement on distance.
By reopening the old airports, significant capacity can be added thereby
both lessening the load on the new airports as well as furthering the growth. To
conclude, it can be said that it is a mixed bag as far as the Indian Aviation Sector
is concerned wherein it is soaring high but also faces turbulence ahead.

• 100 years of flight; inventing the plane
http://teacher.scholastic.com/activities/flight/wright/invent.htm
• Airships, Dirigibles, Zeppelins, & Blimps : What's the Difference ?
https://www.airships.net/dirigible/
• How are airplanes made
https://www.oxfordsaudia.com/en/blog/aircraft–construction–how–are–
airplanes–made/
• An overview of Commercial Aircrafts 2018–2019
https://www.dvbbank.com/~/media/Files/D/dvbbank–corp/aviation/
dvb–overview–of–commercial–aircraft–2018–2019.pdf
• YouTube link to Indian aviation history –TATA Airline History by
Aviation Dreamer – Documentary
https://www.youtube.com/watch?v=li60i7P3sr4
• YouTube link to 10 Biggest Passenger Aircrafts in The World (2019)
https://www.youtube.com/watch?v=o–zhu5qfplM
• Book – The Wright Brothers by David McCullough
26 
UNIT
03 Safety and Security Measures at
the Airport, and Inside the Aircraft
UNIT STRUCTURE
3.1 Introduction
3.2 Rules and Regulations at the Airport
3.2.1 Rules and Regulations to be followed at the Airport
3.2.2 Rules and Regulations to be followed inside the Aircraft
3.3 Main Features of an Airport
3.3.1 Importance of Airports
3.3.2 Airport Components
3.4 Main two Departments in an Airport besides Airport Security
3.4.1 Airport Security
3.4.2 Ground Operations
3.5 Airports in India
3.6 International Airports
3.6.1 List of some International Airports
3.7 Let Us Sum Up
3.9 Glossary
3.10 Assignment
3.11 Activity
3.12 Case Study

Rules and Regulations at the Airport, Main Features of an Airport, Main
two Departments in an Airport besides Airport Security, Airports in India, and
International Airports.
3.1 INTRODUCTION :
With the growth of Aviation Industry, and the number of people travelling
on aircrafts, there is a need to pay special attention to the safety and security of
Air travel. To reduce accidents and incidents, due to the growth of air travel,
safety management has become very important, this can be accomplished by
following all the rules and regulations laid down by the Aviation Industry. Airport
security team is important because they make sure that the passengers are safe
while flying, and that the airplane will reach its destination safely, and other
passengers sitting around, is checked to be safe.
27
Air Hostess and
3.2 RULES AND REGULATIONS AT THE AIRPORT :
3.2.1 Rules and Regulations to be followed at the Airport :
• Carry your tickets and Identity proof
• Do not carry banned Airport security items
• Do not accept any packets to be taken on board, from unknown persons
• Label your bags correctly with your name and address, and remove tags
and labels from previous flights. Use a unique tag for easy luggage
identification
• Declare items of security before checking–in
• Do not pack any valuables in your check–in baggage
• Be aware of activities in and around your immediate surroundings. Inform
the Airport Security if you are concerned about an unattended item or
suspicious activity
• Remove prohibited items such as pocket knives, metal scissors, batteries,
and any item with pointed tips, from your cabin bag
• Before approaching the check–in counters, your baggage will be put
through the X–ray machines for screening, operated by Security personnel
• Be extra alert near the Security screening area
• Do not leave luggage unattended
Example of Airport Security

3.2.2 Rules and Regulations to be followed inside the Aircraft :
• Always put your bag in the overhead stowage bin near your seat, where
you can see it.
• The responsibility for your luggage is your own, as overhead bins are
shared by many passengers, and airlines cannot keep an eye on your
luggage, always.
• Study the passenger safety card before take–off and landing, and be alert
when the Cabin Crew gives the safety briefing, so that the information
remains fresh in your mind, in case of any emergency.
• To be prepared for any emergencies, make sure to check where the
Emergency exits are, both in front of you, and behind you, before the
aircraft takes off.
28
• Restrictions are there on–board related to electronic items, both by FAA Safety and Security
(Federal Aviation Administration) and FCC (Federal Communication Measures at the Airport,
Commission), prohibiting the use of electronic devices like Cell phones and Inside the Aircraft
during flights, because they emit signals that can interfere with the aircraft's
instruments. However, Laptops and hand–held computer games, may be
used, once the aircraft rises above 10,000 feet in altitude.
• Be aware of activities in and around you, and inform the Cabin Crew if
you are concerned about any suspicious activity.
Example of Inflight Safety Card

1. To be prepared for any emergency, what should you check before the
aircraft takes off ?
(a) Emergency exits (b) Lavatories (c) Your luggage
2. If you become aware of any suspicious activities, who should you inform?
(a) No one (b) Airport Security
(c) Ask the person you are suspicious about
3.3 MAIN FEATURES OF AN AIRPORT :

3.3.1 Importance of Airports :
Airports play a major role in economic development. Airports are not just
places to catch planes, or attend an in–transit business meeting, or then do some
duty–free shopping. They are amongst the largest investments; a city and region
make.
An airport consists of an airfield which is a landing area for the planes,
it also has an accessible open–air space, including at least one operational runway
for a plane to take off and land, and often includes utility buildings such as Air
control towers, Hangars and Terminals.
An Airport's main function is to enable an aircraft to land and take off. In
between these two operations, the aircraft may unload and load passengers, cargo,
and crew, and be serviced, if required.
29
Air Hostess and 3.3.2 Airport Components :
Airport Terminal : Terminal is a building where the airport activities
happen. Different offices of airlines, airport authority and related agencies are
in the terminal. The entire airport is controlled from the terminal building except
ATC. Gates are access or exit points for passengers to board or exit from the
aircraft.
Automobile Parking Area : This is on the City side of the airport terminal,
for parking and vehicle movement.
Hangars : These are for servicing, repair and storage of aircrafts. They
are usually located away from the terminal building on the Airside.
Apron/Gate Area : It is a space allotted to an aircraft for parking, where
passengers could also board the plane.
Holding Area : A defined area on an airfield where aircraft in motion,
either taxiing or being towed can be held, to allow ground movement, or
accommodate the queue for take–off.
Runway : It is a paved long and narrow straight rectangular strip of road,
which is used for landing and take–off of aircrafts.
Taxiway : It is a paved, not necessarily straight way, over which an
aeroplane may taxi while going to and from the runway.
Example of Components of an Airport

1. Is Runway a component of the Airport ?
3.4 MAIN TWO DEPARTMENTS IN AN AIRPORT BESIDES

AIRPORT SECURITY :
3.4.1 Airport Security :
CISF formed an Airport Security Group to protect Indian airports. Every
airport has now been given an APSU (Airport Security Unit), a trained group to
counter unlawful interference with civil aviation. Apart from the CISF, all
domestic airlines have security groups, who looks after the aircraft security.
30
3.4.2 Ground Operations : Safety and Security
Measures at the Airport,
• Ground Operations – Aircraft Handling and Inside the Aircraft
The aircraft maintenance department is responsible for aircraft handling,
and maintenance.
• Ground Operations – Passenger and Cargo Handling
Reservation or Ticketing Agent, Airport Check–in staff/Ground Staff or
Customer Service Representative, and Gate Personnel, are associated with
Passenger handling.
Cargo operations is associated with Cargo handling.
Reservation or Ticketing Agent : They are responsible for booking flight
tickets and handle reservations for customers. Airline Ticketing Agents directly
interact with customers, handle customer questions about flight timings, seat
availability, fares, reservations etc.
Customer Service Representative (CSR) (Airport Check–in staff/
Ground Staff) : A CSR supports passengers by providing helpful information,
answering questions, and handling complaints. They are the first contact for
Passengers at the airport during Check–in, and issuing boarding passes. They keep
passengers updated on any changes to flight information, and direct passengers
to the correct gate for their flight.
Gate Agent : A gate agent works at the boarding gates of an airport. As
a gate agent, you most likely might work for a single airline, and move to various
gates as needed. Your job duties include checking boarding passes, assisting
passengers onto flights, upgrading seats, accommodating passengers who arrive
late, and other similar duties.
Cargo Handling Operations : Cargo handling operations at airports
involve the preparation of cargo shipments, the loading and unloading of the
aircraft, and the transfer of cargo between the storage facilities and land transport.
1. Cargo Agent is same as Gate Agent.
3.5 AIRPORTS IN INDIA :

3.5.1 List of Some Airports in India :
Name of Airport IATA code City
Indira Gandhi International Airport DEL Delhi
Chatrapati Shivaji Maharaj International Airport BOM Mumbai
Kempegowda International Airport BLR Bengaluru
Chennai International Airport MAA Chennai
Netaji Subhas Chandra Bose International Airport CCU Kolkata
31
Air Hostess and
Image of Chhatrapati Shivaji Maharaj International Airport, Mumbai
3.6 INTERNATIONAL AIRPORTS :

3.6.1 List of Some International Airports :
Name of Airport IATA/ICAO code City and Country
Hartsfield–Jackson Atlanta ATL/KATL Atlanta, USA
International Airport
Beijing Capital International Airport PEK/ZBAA Beijing, China
Los Angeles International Airport LAX/KLAX Los Angeles, USA
Tokyo Haneda Airport HND/RJTT Tokyo, Japan
Dubai International Airport DXB/OMDB Dubai, UAE
Image of Dubai International Airport

1. International Airports do not have security check.
32
Safety and Security
3.7 LET US SUM UP :
In this unit we learned about : and Inside the Aircraft
• Rules and Regulations to be followed at the Airport
• Rules and Regulations to be followed inside the Aircraft
• Importance of Airports
• Airport Components
• Airport Security
• Ground Operations
• List of Airports in India
• List of some International Airports.

1. (A), 2. (B)
1. (A)
1. (B)
1. (B)
3.9 GLOSSARY :
Word Meaning
Accessible Reachable, available
Accommodating Fitting in
Aerial Happening in air
Airborne Being in the air
Airfield An area of land set aside for the take–off, landing, and
maintenance of aircraft
Alight Come down, descend, get down
Alert Aware, watchful, attentive
Amenity Useful item
Auxiliary Supplementary or additional help and support
Banned Prohibited or stopped
Boarding The last checkpoint where the passengers are guided to the
plane with the help of airport staff
Boarding pass A document that gives a passenger permission to board the
plane
33
Air Hostess and Concept An idea
Components A part or element of a larger whole, especially a part of
a machine or vehicle.
Comply Act according to rules
Cockpit Area of seating in a plane for pilots to fly an aircraft
Co–Pilot Another person in the cockpit with the Captain
Constitute Part of a whole
Declare To make known or announce
Descent An act of moving downwards
Differed Not similar, different
Delegation Number of people representing a group
Disembark Leave or get off an aircraft
Designate Appoint
Duty–free Tax free
Embark Go on board a plane, go inside
Emphasis Special importance
Enable Make it possible
Enclaves Territories
Enhance To improve
Enforce Forced to do something
Established Recognized and accepted
Excluding Not including, except
Fatal Causing death
First class lounge Is an exclusive waiting area for first class passengers
Flag–Carrier Owned by the country
Foot rest Support for feet while sitting
Freight Goods transported in huge quantity
Generate Produce or create
Ground movement Movement of aircraft on ground
Handoff An action taken to transfer the radar identification of an
aircraft, from one controller to another controller
Inaccessible Unable to reach
Infrastructure Facilities that are used to provide access to the airport by
the general public
34
Investigate A process conducted for the purpose of accident prevention Safety and Security
which includes the gathering and analysis of information,
and Inside the Aircraft
the drawing of conclusions, including the determination of
causes and, when appropriate, the making of safety
recommendations
Jet exhaust White trails, or contrails, left behind by a jet
Land transport It is the movement of people, animals or goods from one
location to another location, on land
Leading edge Front (forward) part
Leg room/ The distance between a point on the seat you are sitting
seat pitch on, and the same point on the seat in front of you
Liaison Contact or communication between people/company
Load To fill with larger amount
On–board Inflight or inside the plane
Parameters A limit or boundary which defines the possibility of a
particular process or activity
Path Air route
Paved Covered with flat stones or brick
Prohibited Forbidden, banned, not allowed
Regulation Is the act of controlling, through a law, rule, or order
Restriction Limitation, controlled
Revenue Income
Statutory Requirement, permission
Storage facility An area where the cargo is stored
Structural failure Is an aspect of engineering which deals with the ability of
a structure to support a designed load (weight, force, etc.)
After some point in time cracks develop, and if left
unchecked the wing will at some point fail, and the aircraft
will crash
Suspicious Having or showing a distrust of someone or something
Terminology Terms or words used to describe something in particular
Towed Pulled
Trailing edge Rear (back) part
In–transit Short break before going on in your journey
Unattended Unguarded, unwatched, alone
Unique Only one of its kind
Unload To remove something
35
Air Hostess and Unserviceable Not in working order or fulfilling its function adequately;
unfit for use "the crew decided the aircraft was
unserviceable"
Valuables Worth a lot of money or expensive; important
3.10 ASSIGNMENT :
List down the security procedure at the airport, before and after entering
an aircraft, for international travel.
3.11 ACTIVITY :
Make a list of top ten airports in the world, with the most sophisticated
security system. Find out which airport has the latest security system in India.
3.12 CASE STUDY :

• Sustainable airports and climate change : A case study of GMR IGI
Airport, Delhi
Link for complete case study – https://www.internationalairport
review.com/article/33768/climate–change–case–study–gmr–igi–airport–delhi/
Dr Prachee Javadekar, CEO & Director & Dr Sonal Bhat, Research
Associate with Parigha Research & Consultancy in India, look at the progress
Delhi International Airport is making towards mitigating the effects of climate
change and a sustainable future.
Mahatma Gandhi, regarded as the father of our nation had said that we
should act as 'trustees' and use natural resources wisely as it is our moral
responsibility to ensure that we bequeath to the future generations a healthy
planet.
The challenge of climate change calls for extraordinary vision, leadership,
compassion and wisdom. Human ingenuity and intellect will also play an
important role in addressing this challenge. The cumulative accumulation of
greenhouse gases (GHGs) historically since industrial revolution has resulted in
the current problem of global warming. This is further compounded by the tepid
and inadequate response of the developed countries even after the adoption of
the United Nations Framework Convention on Climate Change (UNFCCC) and
delineation of obligations and responsibilities. As a result, an 'emission' ambition
gap has been created calling for enhanced global actions to address it. India, even
though not a part of the problem, has been an active and constructive participant
in the search for solutions.
India has been active in addressing the climate change challenge. India
ratified the Kyoto Protocol, has been involved in the international negotiations
to develop a successor to this protocol, formulated a National Action Plan on
Climate Change (2008), introduced eight National Missions (e.g. enhanced
energy efficiency, strategic knowledge for climate change), established the Indian
Network for Climate Change Assessment, and developed several Clean
Development Mechanism(CDM) projects.
Regarding aviation and climate change, in a breakthrough development in
late 2013, the International Civil Aviation Organisation (ICAO) agreed to develop
a global market based system for aviation emissions in its next Assembly meeting
36
scheduled in 2016 for implementation from 2020 and to establish a CO2 Safety and Security
emissions standard. Although the exact nature and implications to airlines of this Measures at the Airport,
system are not currently known, it is likely that it will be based on some form and Inside the Aircraft
of carbon offsetting creating incentives for emissions reduction. Until recently,
Indian scheduled airlines flying to European Union (EU) countries, were
supposed to be part of the EU's Emissions Trading Scheme (ETS). Over the years,
India took a leadership role in opposing with many other countries (e.g., US,
Russia, China) the EU–ETS, refusing to provide data to the EU and supporting
the work of ICAO. The ICAO agreement practically put an end to EU's initiative
to include foreign airlines in their ETS. This was further corroborated by EU's
decision in 2014 to restrict the ETS only to intra–European flights. Within this
framework, a number of initiatives are also being implemented in the Indian
aviation sector.
 Aviation Sector and its Impact on Climate Change :
India represents a growing aviation market with more than 100 airports that
during fiscal year 2013/2014 handled around 170 million passengers. The major
scheduled passenger airlines operate more than 400 aircrafts. Aviation represents
around 1.5% of India's GDP and supports 9 million jobs, while the country ranks
9th in the global civil aviation market. It is expected that domestic and
international passenger traffic will continue to grow at rates of 12% and 8%
respectively and that India will become the 3rd largest aviation market in the
world by 2020.
Aviation industry, though a small contributor, is aggressively working to
minimise the adverse impact on the environment. India's aviation industry has
also taken proactive initiatives to address this issue. The country's aviation
stakeholders have taken a number of important steps to address their contribution
to climate change. Directorate General of Civil Aviation (DGCA) has issued
guidelines and Civil Aviation Requirements (CARs) addressing emission issues
and creating environmental awareness in this sector. Indian aviation industry has
a fleet of modern aircrafts and Indian airports are participating in the prestigious
global initiative 'Airport Carbon Accreditation' program governed by Airport
Council of India (ACI).
Apart from this, Airports Authority of India (AAI) is also working on
several projects to improve the air traffic management at airports. The stakeholders
have been advised to establish Environment Cell in their organisations and to
develop their carbon footprint. Airlines have been advised for retrofitting on
existing aircraft, adopting aggressive fuel efficiency methods, exploring the
possibility of using biofuels, fixing of winglets & riblets, minimising dead
weights on board, improving load factors, adhering to the maintenance schedules,
selection of appropriate aircraft on a particular route, improving taxing and
parking procedures, etc.
The challenge brought by the legacy of greenhouse gases forces us to
reflect upon the interests of future generations. From intergenerational equity
point of view, it is our moral responsibility to maintain and sustain the
environment on the Earth and an obligation to pass it on to the future generations
in reasonable condition. The Precautionary Principle to contain emission at
source has been ingrained in environmental laws of India and is being applied
very well in Civil Aviation sector.
37
Air Hostess and A carbon footprint represents an important policy tool to understand the
Cabin Crew Management sources and magnitude of CO2 emissions, identify areas for intervention, make
comparisons, formulate emission reduction proposals, and assess progress. A
carbon footprint is historically defined as "the total sets of greenhouse gas (GHG)
emissions caused by an organisation, event, product or person (Source : Wikipedia).
A Carbon Footprint is an important tool for assessment of an organisation's
GHG emissions and its progress in the subsequent years. It also acts as an
important framework tool to understand the various sources of CO2 emissions,
gap analysis and formulation of policies for emission reduction. In order to
formulate an effective policy to address the challenge of climate change, it is
important to identify emission trends and make predictions about its future
growth. This is especially important for fast growing industries, such as Indian
aviation industry.
The first carbon footprint report for the year 2011 was released by DGCA
and the Secretary General of the International Civil Aviation Organisation (ICAO)
during the 49th DGCA Conference held in October, 2012 in New IGIA. The
carbon footprint for the year 2012 was released during 38th ICAO General
Assembly held at Montreal, Canada during September/ October, 2013.
 Government Initiatives for Aviation Sector to Combat Climate
Change :
DGCA issued guidelines and Civil Aviation Requirements on addressing
the use of aircraft power supply, fuel efficiency, single engine taxi and data
reporting. One of the most important initiatives is release of Civil Aviation
Requirements, 2015 on Climate Change Initiatives and Local Air Quality
Monitoring in Civil Aviation. According to this CAR, the airports shall submit
fuel and electricity consumption data and airlines shall submit ATF consumption
for aircraft main engine and APUs annually. Both airport and airlines were also
asked to develop their own carbon footprint management plan. DGCA also
undertook the first–ever detailed carbon footprint of Indian aviation for 2011.
Furthermore, a number of training sessions and workshops on climate change
have been delivered to industry representatives both in India and abroad.
 Airport Initiatives :
Since airports represent the nodal point of aviation activities such flights,
passenger/public access and third party operations, it shall play a key role in
establishing guidelines for emission reductions. Airports can contribute to the
reduction of aircraft emissions in collaboration with airlines, air traffic control
and public authorities. In India, GMR Group and GVK Group are two major
players in aviation industry, today.
GMR Group being a conscious partner, has been proactive in adopting
measures towards GHG emissions. The GMR Group's , Indira Gandhi International
Airport (IGIA), IGIA is one of the founding members of the India Green House
Gas Program, an initiative by CII (Confederation of Indian Industries), TERI(The
Energy & Resources Institute) and WRI (World Resources Institute), to support
organisations to map and reduce greenhouse gases from various sectors.
 Responsible GMR Group–Measures Undertaken at IGIA
LEED certification
IGIA is the first in the world to have achieved LEED Gold rating for its
green infrastructure. Terminal 3 of IGI Airport is passenger and environmentally
38 responsible airport facilities.
Salient features of LEED Gold certified T3 building are : Safety and Security
Energy efficient infrastructure and technology adoption, Water efficient air
conditioning, plumbing & irrigation,
Reduction in pollution & waste due to construction by effective site &
waste management, Provision for eco–friendly vehicles, Rain water harvesting
& reuse of treated waste water, Use of no chlro–fluro carbon based refrigerants,
GreenCo Platinum certificate by CII.
IGI airport is certified as Green Company to Platinum Level under
GreenCo Framework organised by CII–GBC for excellence in the field of energy,
environment and sustainable developments. This framework assesses environmental
performance of an organisation in 8 environmental related parameters energy
efficiency, water conservation, GHG emission, renewable energy, waste
management, material conservation, recycling & recyclables, green supply chain
and innovation. IGI airport upgraded its GreenCo Rating from Gold Level to
Platinum Level in the year 2016.
IGI Airport was the first airport in India to achieve Gold rating in the year
2015. Besides it has also received "the best practices award in renewable energy
and GHG management" during the year 2015.
 Clean Development Mechanism (CDM) :
Energy efficiency measures implemented in T3 have been registered with
UNFCCC as a CDM project. IGI airport is the first airport in the world that
achieved CDM registration with UNFCCC. The components of CDM project are:
Energy efficient HVAC System, Tempered cooling system, Low u–value
building envelope and roof, VVFD and radar sensor based travellators &
escalators, Promotion of Renewable Energy.
GMR Group has installed 7.84 MW solar plant at IGI airport and is the
first airport in India to have a mega solar plant at airside premises. This measure
has been taken to promote renewable energy use and reduce associate emission
and support National Climate Change Action Plan.
 Environmental Management System & GHG Reporting :
IGI airport's EMS is certified as per ISO 14001 :2004 since 2009. It is also
certified under ISO 14064 for its GHG emission inventory and management. The
airport has achieved Level 3 (optimisation of GHG emission) under Carbon
Accreditation program managed by Airport Council International (ACI).
 Energy Management System :
IGI airport is the first airport in the world to be certified for Energy
Management System (ISO 50001 :2011). With adoption of this, the airport is
mandated to have all its processes well mapped, regularly reviewed and constantly
improved to meet the airport policies. It helps in significant carbon emission
reduction from airport function.
 Fixed electrical ground power (FEGP) & pre–conditioned air (PCA):
FEGP units prevent the use of auxiliary power unit resulting in reduced
emissions from fuel combustion and related noise from aircraft APU. Aircrafts
on ground require electrical energy for operating their control systems and other
internal components. There are 78 stands at T3 equipped with FEGP and PCA
units which significantly support in green building initiative at IGI airport.
39
Air Hostess and  Other GHG Mitigation Activities :
Multimodal connectivity, Airport collaborative decision making, Dedicated
CNG filling station inside airport ,Energy efficient advanced STP and WTP,
Integrated building management system, Rain water harvesting, Battery operated
vehicles for terminal buildings, Regular air quality monitoring around the airport,
Regular vehicle pollution checks, Carpool network website for employees, Fuel
hydrant systems, Landscaping and tree plantation, GHG inventory.
 Conclusion :
GMR Group has recognised the contribution that aviation makes to
economic, social and cultural development in India and worldwide. They have
also recognised the impact of aviation that can have on local communities and
the environment. They believe that both aviation and airports can expand
sustainably by enhancing economic and social benefits while also respecting
environmental limits. They believe that the growth of aviation and avoiding
dangerous climate change is not a zero sum game. Both can be achieved through
use of technological advanced infrastructures, low carbon fuels and more efficient
operations supported by aviation's participation with stakeholders.
Thus, achieving sustainable airports is key to GMR Group's vision for their
airports to be 'India's hub of choice'.

• 10 Air Travel Safety Tips (Ultimate Guide For 2020)
https://travelonthefly.com/air–travel–safety–tips/
• AIR SAFETY PROCEDURES MANUAL
http://164.100.60.133/manuals/Air_Safety_Procedure_Manual.PDF
• Book – Airline and Airport Operations (English, Paperback, by Edissa
Uwayo)
40
UNIT Civil Aviation Governing Bodies,
04 Terminologies, Full Service and
Low cost Airlines
UNIT STRUCTURE
4.1 Introduction
4.2 Abbreviations and Phonetic Codes
4.2.1 Some Commonly used Abbreviations and Terminologies
4.2.2 Phonetic Code by ICAO
4.3 Some Commonly used Terminologies in Aviation
4.3.1 List of Terminologies (Alphabetically)
4.4 Civil Aviation Governing Bodies
4.4.1 Some Important Governing Bodies
4.5 Travel cabin class for passengers
4.5.1 First Class
4.5.2 Business/Executive Class
4.5.3 Premium Economy Class (Not on All Airlines and Sectors)
4.5.4 Economy Class
4.6 Full–Service Airline
4.6.1 Full–Service Airline – India
4.7 Low Cost Airline
4.7.1 Low Cost Airline is also known as No–Frills or Budget Airline
4.8 Let Us Sum Up
4.10 Glossary
4.11 Assignment
4.12 Activity
4.13 Case Study

Abbreviations and phonetic codes, some commonly used Terminologies in
Aviation, Civil Aviation Governing Bodies, Travel class cabin for passengers, Full
Service Airline, and Low Cost Airline.
4.1 INTRODUCTION :
Low cost airlines have gained popularity due to its affordable pricing,
which helps more and more people travel by air, and reach their destination faster.
In Full service airlines, people have the option to choose from different cabins.
41
Air Hostess and In this unit, we will learn about phonetics, and terminologies used in the airline
Cabin Crew Management industry. Also, we will learn about Civil Aviation Governing Bodies.
4.2 ABBREVIATIONS AND PHONETIC CODES :

4.2.1 Some Commonly used Abbreviations and Terminologies :
List of Abbreviations and Terminologies (Alphabetically) :
Abbreviation Full form
AAI Airports Authority of India
ABP Able Bodied Passenger (physically fit person)
A/C Aircraft
AEP Airport Entry Pass
A/P Aerodrome or Airport
AFT Rear part of Aircraft
Airstair An airstair is a set of steps built into an aircraft or positioned
at the aircraft door so that passengers may board and alight the
aircraft
AOG Aircraft on Ground
AOM Aircraft Operations Manual
APU Auxiliary Power Unit
Apron An area where Aircrafts are parked
ATA Actual Time of Arrival
ATC Air Traffic Control
ATD Actual Time of Departure
B/C Business Class
BCAS Bureau of Civil Aviation Authority
CAA Civil Aviation Authority
CAS Civil Aviation Security
Carry–on or A carry–on or Cabin bag is smaller and travels with you in the
Cabin baggage cabin of the airplane
Cargo hold Specific areas in the lower deck of the aircraft to store goods
Check–in or Check–in or Checked bags are larger in size and travel in the
Checked cargo hold of a plane
baggage
CPR Cardio Pulmonary Resuscitation
Dead Head Crew travelling as a Passenger
Dangerous Dangerous goods are any articles or substances which are
Goods capable of posing as a significant risk to health, safety, or
property, when they are transported by air. Dangerous goods
like, dry ice, thermometer are allowed in permissible limits
42
DGCA Directorate General of Civil Aviation Safety and Security
ETD Estimated Time of Departure and Inside the Aircraft
ETA Estimated Time of Arrival
Emergency Exits to be used during an emergency
Exits
FAA Federal Aviation Administration
FSB Fasten Seat Belt (to lock the seat belt around you, in a specific
way)
FWD Forward part of the Aircraft
Gate Gate area is where passengers wait to board a plane
GMT/Zulu Greenwich Mean Time
Hangar Is a closed building structure to hold aircrafts
IATA International Air Transport Association
ICAO International Civil Aviation Organization
INF Infant
Inflight Safety An aircraft safety card is a document instructing passengers on
card an aircraft, about the procedures for dealing with various
emergency conditions that might take place, during the flight
Landing Landing is the last part of a flight, where a flying aircraft
returns to the ground. It is the opposite of take–off
Layover When there is a long period of time between the flight you
landed from, and the flight you will take to your next
destination (generally, between four and 24 hours)
LSU Lavatory Service Unit
OM Flight Operation Manual
Overhead Area above the seat to store your cabin baggage
Stowage bin
OXY Oxygen
PA Public Address System
Parking Bay Parking for a single aircraft
PAX Passenger
PBE Portable Breathing Equipment
Pre–flight It is a detailed explanation given before take–off to airline
Safety passengers about the safety features of the aircraft they are
demonstration travelling in
/briefing
PIC Pilot In Command
Port Side Left side of an Aircraft
43
Air Hostess and PRM Person with Reduced Mobility
PSU Passenger Service Unit
Runway A runway is a defined rectangular area of land prepared in an
aerodrome, for the landing and take–off of aircrafts
SEP Safety Equipment and Procedures
SOP Standard Operating Procedures
STA Scheduled Time of Arrival
STD Scheduled Time of Departure
Starboard Right side of an Aircraft
Take–off Take–off is the phase of a flight in which an aircraft leaves
the ground and becomes airborne
Taxiway A taxiway is a path for aircraft at an airport, connecting
runways with aprons, hangars, terminals and other facilities
Terminal An airport terminal is a building within an airport where
passengers go to depart on a flight, or the building at which
they arrive upon landing. A terminal is made up of several
gates where planes park, and passengers wait to board the
plane
Transit flight For a connecting flight, once your plane land, you'll pass
through a transfer area that will take you to the gate for your
next flight without having to check in again. Your bags will
automatically pass through to the next flight without you
having to collect them
TBN To Be Notified
TOB Total On Board
U/S Unserviceable
WCH Wheelchair
4.2.2 Phonetic Code by ICAO :

Phonetic alphabet code was specifically designed by ICAO, and has been
in use since the 1950's. It is mainly used so that the messages the Pilots are trying
to be convey over the radio, can be clearly understood. This alphabet code is very
important to all pilots as it allows them to transmit messages, and radio calls to
Air Traffic Controllers (ATC) and other traffic, in the area that they are flying.
Alphabet Phonetic Alphabet Phonetic
A Alpha G Golf
B Bravo H Hotel
C Charlie I India
D Delta J Juliet
E Echo K Kilo
F Foxtrot L Lima
44
M Mike T Tango Safety and Security
N November U Uniform and Inside the Aircraft
O Oscar V Victor
P Papa W Whisky
Q Quebec X X–ray
R Romeo Y Yankee
S Sierra Z Zulu

1. Who assigned phonetic alphabet code to Aviation ?
(a) IATA (b) FAA (c) ICAO
2. What is the full form of A/C ?
(a) Aircraft (b) Airport (c) Aerodrome
4.3 SOME COMMONLY USED TERMINOLOGIES IN AVIATION:

4.3.1 List of Terminologies (Alphabetically) :
The terminology used in aviation is the concepts and codes spoken by the
Pilot, Co–pilot, Cabin Crew, Air Traffic Control Tower, Air Traffic Controller,
etc. during a flight. Everybody uses the same words/terms/jargon/codes, all
around the world, so that each and every pilot can communicate the same way,
with the Air Traffic Control towers, thus avoiding miscommunication that could
come up, otherwise.
Accident : An occurrence associated with the operation of an aircraft,
which takes place from the time any person boards the aircraft, until all such
persons have disembarked, and in which a person is fatally or seriously injured,
or the aircraft sustains significant damage or structural failure, or the aircraft goes
missing or becomes completely inaccessible.
Aerodrome : Any area of land or water used for aircraft operation,
regardless of the facilities present, is called Aerodrome.
Airport : Airport is an airfield which is an area designated for the take–
off and landing of aircrafts, including one or more runways, and for commercial
airports with one or more passenger terminals.
Aileron : A control surface located on the trailing (rear or behind) edge
of each wing tip. Deflection (changing direction) of these surfaces, controls the
roll (a roll motion is an up and down movement of the wings of the aircraft).
Airfoil/Aerofoil : Any surface such as an airplane wing, aileron, or rudder
designed to gain a lifting force, from the air moving past it.
Airworthiness : A term used to describe both the legal and mechanical
status of an aircraft, with regard to how fit it is for flying.
Altimeter : An instrument which displays the altitude (height) above mean
sea level (MSL) of an aircraft.
Artificial Horizon : An instrument which enables a pilot to determine the
attitude of the aircraft in relation to the horizon, i.e. whether the aircraft is nose–
up, nose–down, or tilting left or right.
45
Air Hostess and Cargo : Anything carried on–board an aircraft other than passengers,
Cabin Crew Management including both mail and freight.
Cockpit Voice Recorder (CVR) : A device that records the sounds audible
in the cockpit, as well as all radio transmissions made and received by the aircraft,
and all intercom and public address announcements made in the aircraft. It
generally is a continuous loop recorder that retains the sounds of the last 30
minutes.
Code Sharing : A marketing practice in which two airlines share the same
two–letter code used to identify Carriers (Airlines) in the computer reservation
systems. In a code–sharing agreement, two or more airlines share a flight. In this
way, one airline can book a seat on a flight that is actually operated by another
airline under a different flight number or code.
Combi Flight : A type of aircraft whose main deck is divided into two
sections, one section is fitted with seats and other is used for cargo.
Compressor : A fan–like disk, or several disks, at the front end of a jet
engine that draws air into the engine and compresses the air. The compressed air
is then passed into a combustion chamber where it is mixed with fuel and burned,
producing thermodynamic energy.
Computer Reservation System (CRS) : An electronic system for reserving
seats on commercial flights.
Connecting Flight : A flight requiring passengers to change aircraft and/
or airlines, after the first departure and the final destination.
Deregulation : This term is commonly used in referring to the Airlines
Deregulation Act, which ended government regulation of airline routes and rates.
Direct Flight : A flight with one or more stops in between, but no change
of aircraft.Dispatcher – The dispatcher is responsible for authorizing the departure
of an aircraft, after ensuring among other things, that the aircraft's crew have all
the proper information necessary for their flight, and that the aircraft is in proper
mechanical condition.
Elevator : A control surface, usually on the trailing edge of the horizontal
stabilizer, which is used to control the pitch attitude of an aircraft. Movement
of the elevator will force the nose of an aircraft up or down.
Empennage : A collective term that refers to all of the various tail
assembly of an aircraft, i.e., the vertical and horizontal stabilizers.
Federal Aviation Administration (FAA) : FAA is responsible for air
safety and operation of the air traffic control system. The FAA also administers
a program which provides grants from the Airport and Airway Trust Fund for
airport development.
Flaps : It controls surfaces installed on the trailing edge of a wing, and
uses it to increase the amount of lift generated by the wing at slower speeds. Flaps
also have the effect of slowing an aircraft during its landing approach.
Flight Data Recorder (FDR) : Records relevant technical information
about a flight. An FDR will record information about the performance of various
aircraft systems, as well as the aircraft's speed, altitude, direction heading to, and
other flight parameters. Like a cockpit voice recorder (CVR), a flight data
recorder is designed to withstand the forces of a crash so that its information may
be used to reconstruct the circumstances leading up to the accident (in some cases,
46 a digital flight data recorder, or DFDR).
Flight Deck : Also called the Cockpit, it is in the front most section of Safety and Security
an aircraft, where pilots sit and control the aircraft. Measures at the Airport,
Flight Plan : A required planning document that covers the expected
operational details of a flight such as destination, route, fuel on board, etc.
Flight Track : A line on a map showing exactly where an aircraft is actually
flying.
Freight : All air cargo excluding mail.
Frequent–Flyer Programs : Airline marketing programs designed to win
customer loyalty by giving them "points" for each mile flown. Points can be
cashed in later for free flights or upgrades in cabin service.
Fuselage : The main body of an aircraft, which is cylindrical in shape. It
contains the cockpit, main cabin and cargo compartments.
Glideslope : The ideal descent path to a runway. It can be electronically
defined by radio signals transmitted from the ground. An aircraft carrying a
special radio receiver can detect this electronic glide path and follow it down to
the runway.
Ground Power Unit (GPU) : Aircraft runs engines or auxiliary power
units while on the ground. It may be done for maintenance, to provide power,
or engine testing.
Horizontal Stabilizer : The small wings at the rear of an aircraft's fuselage
that balance the lift forces generated by the main wings farther forward on the
fuselage. The stabilizer also usually contains the elevator.
Incident : An incident is defined as : An occurrence, other than an accident,
associated with the operation of an aircraft which affects, or could affect the
safety of operation.
Instrument Flight Rules (IFR) : It rules governing flight, in certain
limited visibility and cloud conditions. Under IFR, an aircraft is required to be
in contact with air traffic control facilities, and is separated by ATC from all other
IFR aircraft.
Instrument Landing System (ILS) : It provides radio–based horizontal
and vertical guidance to an aircraft approaching a runway. It is used to guide
landing aircraft, during conditions of low visibility.
Aerobridge/Jetway : It is a certain kind of aircraft loading bridge, which
allows passengers direct, protected access to an aircraft, from the airport terminal.
Knot : An abbreviation for one nautical mile per hour. Since a nautical
mile is 15 percent longer than a statutes mile, a speed expressed in knots is 15%
higher than it would be if expressed in miles per hour.
Lift : It is the force generated by the movement of air across the wings
of an aircraft. When enough lift is generated to overcome the weight of an aircraft,
the aircraft rises up in the sky.
Load Factor : The percentage of available seats that are filled with
passengers who have paid for their flight, or the percent of freight capacity that
is utilized.
Minimum Equipment List (MEL) : It is a list of aircraft equipment that
must be in good working order before an aircraft may legally take off with
passengers.
47
Air Hostess and Missed Approach : Is a standard procedure, in which an aircraft descending
Cabin Crew Management to arrive at an airport decides not to land, and commences to climb. It may occur
due to an obstructed runway, engineering issue, or bad weather.
Nonstop Flight : A flight with no stops in between a single take–off and
landing.
Pitch : A description of the movement of the nose of an aircraft up or down,
in relation to its previous altitude.
Pressurized Aircraft : An aircraft that is kept at a designated atmospheric
pressure so that passengers, and crew can breathe normally.
Propfan : One of several terms used to describe new generations of jet
engines which typically turn very large, multi–bladed propeller–like fans in order
to produce the thrust needed for flight.
Pylon : The part of an aircraft's structure which connects an engine to either
a wing or the fuselage.
Radar : It is based on the principle that ultra–high frequency radio waves
travel at a precise speed, and are reflected from objects they strike. Radar is used
to determine an object's direction and distance.
Ramp : The aircraft parking area at an airport, usually next to a terminal.
Revenue Passenger Mile (RPM) : One paying passenger flown one mile.
It is the principal measure of airline passenger traffic.
Rudder : It is a control surface, usually installed on the trailing edge of
the vertical stabilizer, which controls the yaw motion of the aircraft – that is, the
motion of the nose of the aircraft from left and right.
Seat Pitch : The distance between seats in a passenger cabin of an aircraft,
as measured from any point on a given seat to the corresponding point on the
seat in front of, or behind it.
Simulator : Is a ground–based device, which is used to train pilots in flight
scenarios, including emergency situations.
Slats : Special surfaces attached to, or actually part of the leading edge
of the wing, which when extended, produces extra lift during take–off and
landing.
Speed Brakes : Air brakes or speed brakes are a type of flight control
surfaces used on an aircraft to increase drag or increase the angle of approach,
and slow the aircraft during landing.
Spoilers : These are special panels built into the upper surface of the wing,
when raised, "spoil" the flow of air across the wing, and thereby reduce the
amount of lift generated. They are helpful during a descent.
Stall : Results when a wing exceeds its angle of attack (angle between
airfoil and relative flow of wind), the airflow is disrupted, this in turn does not
let the wing produce lift, which might lead to sudden drop and possible loss of
control.
Supersonic Flight : A plane that fly at speeds greater than the speed of
sound, which changes according to altitude, but which is more than 700 miles
per hour at sea level.
48
Terminal Control Area (TCA) : A designated zone around and above the Safety and Security
busiest airports. A flight in TCAs carries strict requirements for pilot experience, Measures at the Airport,
aircraft equipment, and communications capability. and Inside the Aircraft
Terminal Radar Approach Control Facility (TRACON) : Controls

aircraft immediately after, and prior to landings and take–offs, or during the climb
and approach phases (when the flight is closer to landing) of flight.
Thrust : The force produced by a jet engine or propeller, to help the aircraft
to move forward.
Traffic Alert and Collision Avoidance System (TCAS) : Installed in
commercial jet planes, it helps to search for and alert pilots to the presence of
other aircrafts. Enhanced versions of TCAS also advise pilots on actions to take,
to avoid aircraft that are getting too close.
Transponder : Is a receiver/transmitter device which will generate a reply
signal which would be on different frequencies, upon proper interrogation.
Turbofan : A type of jet engine in which a certain portion of the engine's
airflow bypasses the combustion chamber.
Turbojet : A "pure" jet engine whose power is solely the result of its jet
exhaust.
Turboprop : A type of engine that uses a jet engine to turn a propeller.
Turboprops are often used on domestic and business aircraft because of their
relative efficiency at speeds slower than, and altitudes lower than, those of a
typical jet.
Unducted Fan : A kind of engine that uses the basic core of a jet engine
to drive large, fan–like blades which produce the major thrust component of the
engine. A propfan is one kind of unducted fan.
Vertical Stabilizer : The large "tail" surface normally found on top of the
rear of the fuselage. The rudder is usually installed at the trailing edge of the
vertical stabilizer.
Visual Flight Rules (VFR) : These are rules governing flight during
periods of generally good visibility and limited cloud cover. Aircraft flying under
VFR are not required to be in contact with air traffic controllers, and are
responsible for their own separation from other aircraft.
Wide body Aircraft : Generally considered to be any airliner with more
than one aisle in the passenger cabin. Technically, if an aircraft has a fuselage
diameter in excess of 200 inches, it may be considered a wide body.
Yaw : A description of the movement of the nose of an aircraft from side
to side, or left and right. Yaw motion is controlled by the vertical stabilizer and
the rudder, on the tail of the aircraft.
1. What is an Aircraft parking area called ?
(a) YAW (b) RAMP (c) THRUST
2. What is a flight with no stops in between a departure and arrival called?
(a) Nonstop flight (b) Connecting flight (c) Direct flight
49
Air Hostess and
4.4 CIVIL AVIATION GOVERNING BODIES :
4.4.1 Some Important Governing Bodies :
 Directorate General of Civil Aviation (DGCA) :
The Directorate General of Civil Aviation is the regulatory body in the field
of Civil Aviation primarily dealing with safety issues.
It is responsible for regulation of air transport services to/from/within
India and for enforcement of civil air regulations, air safety and airworthiness
standards.
It also co–ordinates all regulatory functions with International Civil
Aviation Organisation.
It investigates aviation accidents and incidents.
DGCA issues licence to all aerodromes, and Pilots.
It is responsible for Registration of Civil Aircrafts.
The headquarters are located in New Delhi, India.
 International Civil Aviation Organization (ICAO) :
The International Civil Aviation Organization (ICAO) is a UN specialized
agency, established by United States in 1944 to manage the administration and
governance of the Convention on International Civil Aviation (Chicago
Convention).
The ICAO aircraft type designator is a two, three, or four character
alphanumeric (part alphabet and part number) code designating every aircraft type
(and some sub–types) that may appear in flight planning. For example : ICAO
designated three letter code for AirAsia is AXM, and two letter IATA code is AK.
India is one of the ICAO's founder members, having attended the Chicago
Conference in 1944, and has since been a member of the council of the ICAO,
including the Provisional ICAO between 1944 and 1947. India has maintained
a permanent delegation at the headquarters of ICAO in Montreal, Canada.
 The Bureau of Civil Aviation Security (BCAS) :
BCAS functions under the Ministry of Civil Aviation and is responsible
for aviation security at all civil airports in India.
Airport security in the past, was under the control of airport police.
Every airport has now been given an APSU (Airport Security Unit), a
trained unit to counter unlawful interference with civil aviation.
Apart from the CISF, every domestic airline has a security group who looks
after the aircraft security.
 Airport Authority of India (AAI) :
Airports Authority of India (AAI) is a statutory body constituted by an Act
of Parliament and came into being on 1st April 1995, by merging National
Airports Authority and International Airports Authority of India.
The functions of AAI are creating, upgrading, maintaining and managing
civil aviation infrastructure both on the ground, and air space in the country, as
accepted by ICAO.
50
AAI manages 125 airports, which include 18 International Airport, 07 Safety and Security
Customs Airports, 78 Domestic Airports, and 26 Civil Enclaves at Defence Measures at the Airport,
airfields. and Inside the Aircraft
 International Air Transport Association (IATA) :

IATA is one of the largest travel and tourism organization promoting the
liaison among the airlines all over the world.
IATA is the official trade organization for the world's airlines (more than
85 participating nations).
The organization sets regulations and industry policies for the airlines and
supports airline activities.
IATA sets the international standard for services and business practices
amongst member airlines.
IATA has designed the three–digit airport codes used internationally.
 Federal Aviation Administration (FAA) :
The Federal Aviation Administration (FAA) is a governmental body of the
United States with powers to regulate all aspects of civil aviation in that nation
as well as over its surrounding international waters.
FAA globally conducts certain functions for safety in and outside of the
United States, such as performing air traffic control handoffs and assessing
whether a foreign civil aviation authority complies with international aviation
standards.
1. What was BCAS mainly responsible for ?
(a) Railway security (b) Seaport security (c) Civil Airport security
2. ICAO was established in :
(a) 1943 (b) 1944 (c) 1945
4.5 TRAVEL CABIN CLASS FOR PASSENGERS :

4.5.1 First Class :
There are four cabin classes offered on most aircrafts by Commercial
airlines : First class, Business class, Premium economy, and Economy.
On a First–class cabin, seats are usually limited (usually around 20), in a
cabin toward the front of the aircraft, and is the highest priced of all the cabins.
The services offered are superior to those in business class. First class is
characterized by having a larger amount of space between seats (including those
that can be converted into beds), a personal TV set, high quality food and drink,
personalized service, privacy, and passengers with complimentary items (e.g.
pyjamas, shoes and toiletries). Passengers in this class have a separate check–
in, access to the airline's first–class lounge, preferred boarding, or private
transportation from the terminal to the plane. Due to its high cost not many
passengers prefer to fly first class, and so very few airlines offer first class travel
service.
4.5.2 Business/Executive Class :
Business class (also known as executive class) flight tickets are also
expensive, but much more affordable than first class. Business class offers more
51
Air Hostess and amenities to travellers than Premium and Economy class. These may include
Cabin Crew Management better quality food and wine, wider entertainment options, amenity kit, more
comfortable seats with more room to recline and more legroom, among other
things.
4.5.3 Premium Economy Class (Not on All Airlines and Sectors) :
Premium Economy class is a travel class offered by some airlines in order
to provide a better flying experience to the Economy class passenger, but for
much less money than Business class. It is often limited to a few extra services
such as more legroom/seat pitch, as well as complimentary food and drinks on–
board. Some airlines offer a fold–down foot rest, an amenity kit, premium food
and drinks, on long–haul international flights.
Example of Premium Economy Seats

4.5.4 Economy Class :
Economy class is the airline travel class with the lowest ticket price, and
the level of comfort is lower than that of the other classes. This class is mainly
differentiated by the short distance between each seat thus reducing leg space/
seat pitch for comfort, and a smaller variety of food and entertainment.
4.4 FULL–SERVICE AIRLINE :

4.6.1 Full–Service Airline – India :
A full–service airline typically offers passengers Inflight entertainment,
Meals, Checked baggage allowance, Beverages and comforts such as Blankets
and Pillows, in the ticket price. Full–service airlines often have a long history,
and are flag carriers for their countries of origin.
Air India and Vistara are the two Full–Service airlines of India.
4.7 LOW COST AIRLINE :

4.7.1 Low Cost Airline is also known as No–Frills or Budget Airline :
Low cost airline is an airline that is operated with an especially high
emphasis on reducing operating costs, and without some of the inflight traditional
services and amenities provided in the fare, resulting in lower fares and fewer
comforts.
To make up for revenue lost in decreased ticket prices, the airline may
charge extra fees for items like carry–on baggage. Food is also sold in the aircraft.
Air India Express, Air Asia India, GoAir, Indigo, and SpiceJet, are Low
cost airlines of India.
52
Safety and Security
Example of Low cost Airline (Indigo)

1. Low cost Airline is same as No–Frills Airline.
2. Which among the listed below is a Full Service Airline ?
(a) GoAir (b) Vistara (c) Indigo
4.8 LET US SUM UP :

• Abbreviations
• Phonetic codes
• Terminologies
• Civil Aviation Governing Bodies
• First class, Business/Executive class
• Premium Economy class
• Economy class
• Full–Service Airline
• Low–cost Airline.

1. (C), 2. (B)
1. (B), 2. (A)
1. (C), 2. (B)
1. (A), 2. (B)
53
Air Hostess and
4.10 GLOSSARY :
Word Meaning
Abbreviation Short form of a word
Accessible Reachable, available
Accommodating Fitting in
Aerial Happening in air
Airborne Being in the air
Airfield An area of land set aside for the take–off, landing, and
maintenance of aircraft
Alight Come down, descend, get down
Alert Aware, watchful, attentive
Amenity Useful item
Auxiliary Supplementary or additional help and support
Banned Prohibited or stopped
Boarding The last checkpoint where the passengers are guided to
the plane with the help of airport staff
Boarding pass A document that gives a passenger permission to board
the plane
Cardio Pulmonary Is a lifesaving technique useful in many emergencies,
Resuscitation including a heart attack or near drowning, in which
someone's breathing or heartbeat has stopped
Concept An idea
Components A part or element of a larger whole, especially a part of
a machine or vehicle.
Comply Act according to rules
Cockpit Area of seating in a plane for pilots to fly an aircraft
Co–Pilot Another person in the cockpit with the Captain
Constitute Part of a whole
Declare To make known or announce
Descent An act of moving downwards
Differed Not similar, different
Delegation Number of people representing a group
Disembark Leave or get off an aircraft
Designate Appoint
Duty–free Tax free
Embark Go on board a plane, go inside
54
Emphasis Special importance Safety and Security
Enable Make it possible and Inside the Aircraft
Enclaves Territories
Enhance To improve
Enforce Forced to do something
Established Recognized and accepted
Excluding Not including, except
Fatal Causing death
First class lounge Is an exclusive waiting area for first class passengers
Flag–Carrier Owned by the country
Foot rest Support for feet while sitting
Freight Goods transported in huge quantity
Generate Produce or create
Greenwich Greenwich Mean Time is the time measured on the
Mean Time Earth's zero–degree line of longitude, or meridian. This
runs from the North Pole to the South Pole, passing
through the Old Royal Observatory in the London
suburb of Greenwich
Ground movement Movement of aircraft on ground
Handoff An action taken to transfer the radar identification of an
aircraft, from one controller to another controller
Inaccessible Unable to reach
Infrastructure Facilities that are used to provide access to the airport
by the general public
Investigate A process conducted for the purpose of accident
prevention which includes the gathering and analysis of
information, the drawing of conclusions, including the
determination of causes and, when appropriate, the
making of safety recommendations
Jargon These are words that are designed to be understood by
people working within the chosen industry
Jet exhaust White trails, or contrails, left behind by a jet
Land transport It is the movement of people, animals or goods from one
location to another location, on land
Leading edge Front (forward) part
Leg room/seat pitch The distance between a point on the seat you are sitting
on, and the same point on the seat in front of you
Liaison Contact or communication between people/company
Load To fill with larger amount
55
Air Hostess and On–board Inflight or inside the plane
Parameters A limit or boundary which defines the possibility of a
particular process or activity
Path Air route
Paved Covered with flat stones or brick
Phonetic Sound of your speech
Prohibited Forbidden, banned, not allowed
Propeller A mechanical device for propelling an aircraft, consisting
of a revolving shaft with two or more broad, angled
blades attached to it
Person with
Reduced mobility Any person whose movement is reduced due to a
physical incapacity, an intellectual deficiency, age, illness,
or any other cause of disability when using transport,
and whose situation needs special attention
Regulation Is the act of controlling, through a law, rule, or order
Restriction Limitation, controlled
Revenue Income
Seat upgrade Is a situation, where a passenger on an originally lower–
class ticket travels in a higher class of travel, due to
several reasons
Statutory Requirement, permission
Storage facility An area where the cargo is stored
Structural failure Is an aspect of engineering which deals with the ability
of a structure to support a designed load (weight, force,
etc.) After some point in time cracks develop, and if left
unchecked the wing will at some point fail, and the
aircraft will crash
Suspicious Having or showing a distrust of someone or something
Terminology Terms or words used to describe something in particular
Towed Pulled
Trailing edge Rear (back) part
In–transit Short break before going on in your journey
Transponder Is used to determine a detailed information from a
Interrogation suitably equipped aircraft, or is generally determined by
pulse spacing between two or more interrogation pulses
Unattended Unguarded, unwatched, alone
Unique Only one of its kind
Unload To remove something
56
Unserviceable Not in working order or fulfilling its function adequately; Safety and Security
unfit for use
"the crew decided the aircraft was unserviceable"
Valuables Worth a lot of money or expensive; important
4.11 ASSIGNMENT :
Go through the terminologies thoroughly, and write down without looking,
what each term stands for. Check to see how many you have understood correctly,
and how many do you need to work on. Continue to work on it, till you get it
all right.
4.12 ACTIVITY :
Learn the Aviation Phonetic, and practise it without looking. Practise with
family and friends, to make it more fun, and interesting.
4.13 CASE STUDY :

• A Study on Aircraft Accidents in India : Reasons and Basic Lessons
Learnt
https://www.ijert.org/research/a–study–on–aircraft–accidents–in–
india–reasons–and–basic–lessons–learnt–IJERTV3IS120105.pdf

• A guide to airline codes
https://www.airfarewatchdog.com/airline–codes/
• THE AVIATION PHONETIC ALPHABET – with pronunciation
https://cdn.ymaws.com/www.iiah.org/resource/resmgr/imported/
Aviation%20Alphabet.pdf
• Full service and low cost airlines : What are the main differences ?
https://refundor.com/en/news/full–service–and–low–cost–airlines–
differences
• Book – Airline and Airport Operations (English, Paperback, by Edissa
Uwayo)
57
Air Hostess and
BLOCK SUMMARY :
This block gives students details about Early attempts at Flying, Early
experiments in flying, History of Air travel, First successful flight, First passenger
on a flight, First Transatlantic flight, Four Forces required for a plane to fly,
Aircraft Manufacturers, First Airline, Five oldest Airlines still operating, Seaplane,
Airplane, Civil Aviation, Developments in Aviation after World War 1, Aircraft
Innovations, First Modern Airliners, Pressurized Cabins, New technological
developments, Dawn of the Jet Age, The Federal Aviation Act of 1958, Wide–
body Aircraft and Supersonic Aircraft, Types of Aircraft, Some commonly used
Aircrafts and their Seating capacity, Aircraft services, Features of an Aircraft, The
first flight – Indian Aviation, Milestones, The aviation boom, Future of Indian
Aviation, Line Personnel, Rules and Regulations to be followed at the Airport,
Rules and Regulations to be followed On–board a flight, Abbreviations, Phonetic
codes, Terminologies, Civil Aviation Governing Bodies, First class, Business/
Executive class, Premium Economy class, Economy class, Full–Service Airline,
Low–cost Airline, Importance of Airports, Airport Components, Airport Security,
Ground Operations, List of Airports in India, and List of some International
Airports.
The practical and easy to follow instructions are explained in multiple ways
in this block : written, pictures, videos, articles, etc. This makes it simpler for
students to understand and retain information for a longer period.
BLOCK ASSIGNMENT :

1. What is the full form of DGCA ?
2. What is the main difference between a sea plane and an airplane ?
3. How is the full form of BCAS ?
4. Who is known as the father of Indian Aviation ?
5. Who is responsible for the first successful flight to have flown in
the air ?
1. What are the rules and regulations to be followed on board a flight,
for your own safety ?
2. Explain the milestones of Indian aviation.
3. What is the difference between a Full service airline and Low cost
airline ?
4. Explain the procedure of check–in to boarding of a plane for a
passenger.
5. What are the three main classes of travel and the differences in
service, in an aircraft ?
58
AIR HOSTESS AND

AHMEDABAD
Editorial Panel

India

Principal
Science, Rajasthan
&
Vasudha Parkhi

ISBN 978-81-949223-4-6
Edition : 2020

Organisation.
Acknowledgment





reduce this.

learning.

PREFACE
Contents
BLOCK 3 : IN–FLIGHT SERVICES, MEAL SERVICES, SPECIAL

NEED PASSENGERS
Unit 1 Galley, Catering and Meals, Pre–Flight Service,

Service After Take–Off, Pre–Landing and Post–Landing
Service
Introduction, Galley, Catering, and Meals, Galley, Working

in the Galley, Cabin Crew Serving the Flight Deck, Airline
Meals, Catering of Inflight Meals, Special Meals, Pre–Flight
Service, Pre–Flight Check for All Three Class of Travel,
Services After Take–Off, General Duties for All Travel Class,
After Take–Off, Pre Landing Service, Duties During Descent,
Post Landing Duties, Duties After Landing
Unit 2 Meal Service, Meal Codes, Alcoholic Service, Non–

Alcoholic Service, Crockery and Cutlery, Waste
Management
Introduction, Meal Service, Meal Service on an Aircraft,

Timing of Meals Served Inflight, Meals on India Based
Airlines (Full Service Airlines), Pre–Order Meals on India
Based Airlines (Low Cost Airlines), Meal Codes, Importance
of Meal Codes, Alcoholic Beverages, Alcoholic Beverages
Served Inflight, Non–Alcoholic Beverages, Non–Alcoholic
Beverages Served Inflight, Crockery and Cutlery, Crockery
and Cutlery Used Inflight, Waste Management, Airline
Waste Management
Unit 3 Special Need Passengers, Terminologies,

Recommended Phrases, DPNA Code, VVIP, VIP and
CIP, Deportees and Prisoners
Introduction, Special Need Passengers, Passengers Who

Need Special Attention, Cabin Crew Training, Terminologies,
Terminologies to Understand During Flight Booking,
Recommended Phrases, Phrases Recommended to Address
Special Need Passengers, Few Points to be Aware of Around
Special Need Passengers, DPNA Code, DPNA (Disabled
Passenger with Intellectual or Developmental Disability
Needing Assistance), VVIP, VIP, and CIP, VVIP (Very Very
Important Person) and VIP (Very Important Person), CIP
(Commercially Important Person), Deportees and Prisoners,
Deportees, Prisoners
Air Hostess and

BLOCK 3 : IN–FLIGHT SERVICES, MEAL SERVICES, SPECIAL
NEED PASSENGERS
UNIT 1 GALLEY, CATERING AND MEALS, PRE–FLIGHT SERVICE,

SERVICE AFTER TAKE–OFF, PRE–LANDING AND POST–
LANDING SERVICE
UNIT 2 MEAL SERVICE, MEAL CODES, ALCOHOLIC SERVICE,

NON–ALCOHOLIC SERVICE, CROCKERY AND CUTLERY,
WASTE MANAGEMENT
UNIT 3 SPECIAL NEED PASSENGERS, TERMINOLOGIES,

RECOMMENDED PHRASES, DPNA CODE, VVIP, VIP AND
CIP, DEPORTEES AND PRISONERS
IN–FLIGHT SERVICES, MEAL
SERVICES, SPECIAL NEED
PASSENGERS
Inflight passenger service is providing support to passengers before,

during, and after a flight. The difficulties and complexities of air travel can make
support a major challenge, but improving it can lead to happier passengers, better
travel experiences, and improved services.
In this block, the students will be given a background about Galley,

Catering, and Meals, Pre–flight Service, Services after take–off, Pre landing
service, Post landing duties, Meal service, Meal Codes, Alcoholic beverages,
Non–Alcoholic beverages, Crockery and Cutlery, Waste Management, Special
Need Passengers, Terminologies, Recommended phrases, DPNA code, VVIP,
VIP, CIP, Deportees and Prisoners.
The block explains about the duties carried out by the cabin crew in the
galley, in the cabin, duties before take–off, during a flight, before and after
landing, and general services and meal services in all three travel class. By going
through this block, students will understand the difference between alcoholic and
non–alcoholic drinks served inflight, mocktail and cocktail, how catering is done
in the aircraft, different meals services in first class, business class, and economy
class. Also, special need assistance that is provided at the airport by the ground
staff, and the cabin crew in the aircraft, to passengers, who have specified special
needs.
Block Objectives :
Galley, Working in the Galley, Cabin crew serving the flight deck, Airline
meal, Catering of Inflight meals, Special meal, Pre–flight check for different class
of travel, General duties after take–off, Duties during descent, Duties after
landing, Meal service on an aircraft, Timings of meals served inside, Meals on
India based Airlines (Full service Airlines), Pre–order meals on India based
Airlines (Low cost Airlines), Importance of meal codes, Alcoholic beverages
served inflight, Non–Alcoholic beverages served inflight, Crockery and cutlery
used inflight, Airline Waste Management, Passengers who need special attention,
Cabin crew training, Terminologies to understand during flight booking, Phrases
recommended to address special need passengers, Few points to be aware of
around special need passengers, DPNA code, VVIP (Very Very Important Person)
and VIP (Very Important Person), CIP (Commercially Important Person), Deportees,
and Prisoners.
Block Structure :
Unit 1 : Galley, Catering and Meals, Pre–Flight Service, Service

After Take–Off, Pre–Landing and Post–Landing Service
Unit 2 : Meal Service, Meal Codes, Alcoholic Service, Non–

Alcoholic Service, Crockery and Cutlery, Waste
Management
Unit 3 : Special Need Passengers, Terminologies, Recommended

Phrases, DPNA Code, VVIP, VIP and CIP, Deportees and
Prisoners
Galley, Catering and Meals,
01
UNIT
Pre–Flight Service, Service After
Take–Off, Pre–Landing and
Post–Landing Service
UNIT STRUCTURE
1.1 Introduction
1.2 Galley, Catering, and Meals
1.2.1 Galley
1.2.2 Working in the Galley
1.2.3 Cabin Crew Serving the Flight Deck
1.2.4 Airline Meals
1.2.5 Catering of Inflight Meals
1.2.6 Special Meals
1.3 Pre–Flight Service
1.3.1 Pre–Flight Check for All Three Class of Travel
1.4 Services After Take–Off
1.4.1 General Duties for All Travel Class, After Take–Off
1.5 Pre Landing Service
1.5.1 Duties During Descent
1.6 Post Landing Duties
1.6.1 Duties After Landing
1.7 Let Us Sum Up
1.9 Glossary
1.10 Assignment
1.11 Activity
1.12 Case Study

Galleys, Catering, and Meals, Pre–flight service, Services after take–off,
Pre landing service, and Post landing duties.
1.1 INTRODUCTION :
Inflight travel traditionally have three separate classes : First class,
Business class, and Economy class. However, there are some airlines that cater
to Premium Economy class, as well. Fares on these classes vary as per the class
of travel, and so do the quality of services, First class being the most expensive.
1
Air Hostess and Cabin configuration, and the sector flown will determine how many classes of
Cabin Crew Management service are offered. Some airlines have aircrafts with all three classes, some with
two : Business class and Economy, and some with just one, all Economy.
1.2 GALLEY, CATERING AND MEALS :

1.2.1 Galley :
It is said that the first galley (kitchen) in aircraft was found in large airships
such as the Zeppelin, and it consisted of a hotplate with sink.
The Douglas Aircraft DC–3, was the first airplane with a planned galley
for food service.
Galleys on commercial airlines include not only areas to serve and store
food and beverages, but also contain Cabin crew/flight attendant jump seats,
emergency equipment storage, as well as anything else flight attendants may need
during the flight. The galley is a confined area where usually, the prepared dishes
are not cooked on the spot, but only reheated ready meals, as safety regulations
prohibit the cooking of a complete meal in the aircraft.
Full service airlines and low cost airlines use their galleys in different ways.
Full service airlines need to use almost all of the space of the galley, as they need
to serve every passenger in the aircraft.
Low cost airlines use this space to store food and drinks, and for sale on
board.
Location of Galleys – Galleys are usually located near the doors used for
embarking and disembarking an aircraft. On narrow body aircrafts, like the A320
or the 737, there are only two galleys. One at the aft/back, and one at the forward/
front of the aircraft. On these smaller planes the back galley will serve the
economy cabin, and the front one the business class.
On the wide body aircrafts, like the A330s and the 777s, there are
usually 4 galleys. The largest galley is located in the aft of the aircraft between
the last set of doors. There is another galley in the economy cabin between the
second last set of doors. This is a smaller galley which helps the aft galley during
the service. Generally the larger kitchen at the back of the aircraft is operated
by the economy cabin supervisor. A junior cabin crew operates the smaller galley.
The other two galleys are in the Business class cabin and the First class cabin.
Components in a Galley – Non–electrical, and Electrical, is how
components in a galley is classified.
 Non–electrical component :
Meal tray, Dry store, Containers, Drawers, Cabinets etc.
Some of the electrical components of a galley :
Oven – Is used to heat food in bulk
Microwave – To heat food quickly (Not found on all aircrafts)
Tea/Coffee maker – To make and serve tea and coffee
Hot jugs – To boil water
Water heater – Supplies hot water to the galley
Chiller – are used to preserve food for a longer time. Dry ice is used for
chilling.
2
Galleys are kept clean at all times, as food and drinks are handled here. Galley, Catering and
Meals, Pre–Flight
Service, Service After
Take–Off, Pre–Landing
and Post–Landing
Service
Example of an Aircraft Galley

1.2.2 Working in the Galley :
As a galley operator, you need to think about a lot of things and organize
everything the other crew members might need for their service in the cabin. The
galley operator has to prepare the welcome drinks, and time the heating of the
meals. She/he is also responsible for checking that catering has loaded enough
meals for the flight.
Also, in the first class and business class cabins the galley operator is
responsible for plating the meals. The appearance of a dish in these cabins will
depend a lot on the cabin crew's skills.
It is very important in an aircraft, to secure every removable container with
latches, trolley with brakes, and door with locks, to prevent them from falling
out or opening, especially during take–off, landing and turbulence.
1.2.3 Cabin Crew Serving the Flight Deck :
First class galley operator offers the cockpit crew beverages on ground, and
beverages and meals once the plane has reached cruising altitude.
Once the meal choices have been prepared, the cabin crew presents the
options (often there are three), to the cockpit crew. The Co–Pilot usually waits
for the Captain to make the first choice, as they cannot choose the same meal
in case one of them falls ill due to food poisoning, which would be disastrous
if both were affected.
Purser checks with the cockpit crew periodically, to ensure that everything
is fine during the flight.
3
Air Hostess and
Example of Food Served in Cockpit

(Cabin crew are provided with meals on flights, and their meals are
marked as Cabin Crew meal)
1.2.4 Airline Meals :
The first in–flight meals were served in 1919, on the Handley–Page flight,
from London to Paris. It was a packed lunch consisting of a sandwich and some
fruit.
In 1936, United Airlines installed the first on–board kitchens to provide
passengers with hot meals.
In–flight meal, is a meal served to passengers on board a commercial
airline. Preparation of the food served on the plane starts around 10 to 12 hours,
before the actual serving of food, in–flight.
These meals differ widely in quality and quantity across different airline
companies, and classes of travel. They range from a simple snack or soft drink
in a short–haul economy class, to a ten–course gourmet meal in a first class long–
haul flight. The types of food offered also vary widely from country to country,
elements of local cuisine are incorporated, sometimes both from the flight
originating country and different destination countries.
1.2.5 Catering of Inflight Meals :
Inflight meals are prepared by specialist airline catering services, and are
brought by caterer on board the aircraft in special trailer trucks. The supply of
food is one of the most important logistics tasks in passenger transport.
Requirements of the airline, passenger numbers, and special orders must be
coordinated before delivery.
Example of Catering Being Uploaded in the Aft Galley

4
The food, prepared, portioned and often frozen by caterers, is warmed in Galley, Catering and
ovens, and served to passengers using an airline meal trolley cart. In most modern Meals, Pre–Flight
aircraft, the food is delivered directly by trolleys and containers. For example, Service, Service After
a Boeing 747–400 will be stocked with 114 containers, 102 trolleys and 18 ovens. Take–Off, Pre–Landing
and Post–Landing
Airline meal trolley, is a small serving cart supplied by an air carrier for use by
Service
cabin crew inside the aircraft for transport of beverages, airline meals, and other
items during a flight.
Example of an Aircraft Trolley Cart

1.2.6 Special Meals :
Most airlines serve special meals – For passengers who are conscious about
the food they eat, be it for health, religious or personal reasons, special meal
services are offered on most of the airlines. Special/Alternative meals must be
ordered online at least 48 hours before the flight. Some of the special meals
offered by airlines are the following :
(a) Allergies – Gluten–free (Gluten is a protein found in wheat)
(b) Intolerances – Dairy free food (Dairy is milk or products made from milk)
(c) Religious beliefs – Halal meal (meat prepared according to Muslim law),
and Kosher meal (food prepared according to Jewish law)
(d) Medical issues – Low calorie/low fat/low salt or Diabetic meals (for
people with high blood sugar)
(e) Individual preferences – Vegetarians and Vegans (no animal products,
including meat, eggs and dairy)
(f) Child meal – Meal for children from the age of 02 to 11 years
1. Galleys are located near the doors used for embarkation and disembarkation.
2. Some of the electrical components of a galley are :
(a) Tray, Containers (b) Oven, Hot jug (c) Dry stores, Tongs
3. Inflight meals are :
(a) Cooked inflight
(b) Heated inflight
(c) Cooked and heated inflight
5
Air Hostess and
1.3 PRE–FLIGHT SERVICE :
1.3.1 Pre–Flight Check for all Three Class of Travel :
Pre–Flight check on First class, Business class, and Economy class on a
commercial aircraft, is more or less the same. The pre–flight checks are carried
out by Cabin Manager/Supervisor/ Senior Purser/Cabin crew.
Besides securing the cabin, and looking into the cleanliness of the cabin
and cockpit, they make sure the pillows, blankets, headsets, and magazine folders
are arranged well. They check passenger amenities, also check the seating chart
on board. They check crew bunk and rest area for unauthorised loading. They
check the lavatories for cleanliness, and ensure the toiletries are well stocked.
They conduct emergency demonstration, and explain Oxygen system, Life
jackets, and Passenger service unit to the passengers. They ensure that no
overhead bins are open, and that no items are lying loose in the cabin.
Passengers are offered hot/cold towels, and pre–flight drinks. Pillows are
distributed, on request.
Newspaper/magazines are offered, and they also distribute giveaways to the
passengers.
Before take–off, they clear the cabin of glasses and towels, and secures the
cabin.
They also check the passenger seating chart on board.
Any other items that need to be checked before take–off.
Galley – The cabin crew that works in the galley (galley operator), checks
the trays and food casseroles to make sure that food loaded would be enough for
the number of passengers on that flight. They also check if any special foods are
brought on board, like the ones for children, diabetics, and passengers with gluten
intolerance, lactose, peanuts and so on. They also check the meals, menu card,
dry stores, etc. They also check galley items like silverware, linen, crockery,
cutlery, glassware etc. They check whether the galley equipment is in working
condition. They ensure that the galley items are secured for take–off.
Bar – The cabin crew responsible for the bar fill in the refrigerators with
bottles of white wine, champagne, beer and juice. They check if the bar is well
stocked.
Example of a Well–Stocked Bar Cart

6
Duty free – The cabin crew responsible for selling the Duty Free will check Galley, Catering and
and tally the stock in the cart. Meals, Pre–Flight
 Check Your Progress – 2 : Take–Off, Pre–Landing
1. Traditionally how many types of travel class is offered by the airlines ? and Post–Landing
Service
2. Bar service is offered on all flights.
(a) True (b) False (c) Don't know
1.4 SERVICE AFTER TAKE–OFF :

1.4.1 General Duties for All Travel Class, After Take–off :
Once the aircraft has taken off and when the captain informs the crew that
it is safe for them to resume their duties, cabin crew starts with their preparation
for inflight drinks and meal service. Most of the time, the seat belt sign would
still be on when the cabin crew is allowed to get up from their seats. At this time,
cabin crew must ensure that passengers continue to remain seated until the seat
belt sign have been switched off.
They start heating the meals by switching on the oven.
Before the meal service begins, they attend to call bells, if any. Also, any
unattended requests before take–off is fulfilled as soon as possible, after take–
off.
They take a walk around the cabin to check if anyone needs anything like,
cabin temperature adjustment request. Cabin temperature can be adjusted in the
cockpit, so any such requests have to be conveyed to the cockpit crew.
If it is a sector serving alcohol, then alcohol service is conducted first, then
the meal service. Trolleys are prepared with alcohol, juices, tea and coffee, water,
ice, snacks/peanuts etc. to be served to passengers after the seat belt sign is turned
off.
Cabin crew work in their designated area/zone serving drinks and meals.
Once they are done with serving passengers in their zone, they help other zones,
if required.
Once the meal service is over, when the passengers have finished their
meals, cabin crew takes the same trolley which is empty now, back into the cabin
for clearance, and clears the meal trays.
In the final clearance, cabin crew takes the trash cart through the cabin to
clear any cups, glasses, cutlery, or any item that need to be cleared.
Duty free cart may be taken out in the cabin for sale, after the meal service.
If it is a longer flight with more than one service, then after a pre decided
gap, another meal service will be conducted by the cabin crew.
If it is a night flight, after the meal service, cabin crew ensures that the
cabin light is dimmed and window shades closed, for passengers to sleep
undisturbed.
If it is a day flight, cabin lights are not dimmed. However, window shades
could be closed to block out the light, if anybody needs to sleep.
Cabin crew frequently walk around the cabin to ensure that the passengers
are comfortable, and attends to requests, if any. They attend call bells, checks
7
Air Hostess and the lavatory and make sure they are clean and well stocked, and make sure nobody
Cabin Crew Management is smoking in the lavatories. Always be vigilant to any emergencies.
1. Where can cabin temperature be adjusted ?
(a) Galley (b) Lavatory (c) Cockpit
1.5 PRE LANDING SERVICE :

1.5.1 Duties During Descent :
When the aircraft has started descent, inflight services come to an end. If
alcohol, soft drinks, tea/coffee or anything else is being served it cannot be
continued, as cabin crew needs to put away things and secure the galley, for
landing. Bars have to be closed, Inflight duty free sales has to be closed, cash
has to be tallied and paper work done, Customs form have to be filled, if it is
an international flight.
When the seat belt sign comes on, cabin crew secures the cabin just like
it is done before take–off. Once the cabin is secure, the secure check is given
to the cabin supervisor. They make sure that there are no passengers in the
lavatory, and that all the passengers are in their seats with seat belt fastened. Cabin
crew takes their seats, when the captain instructs them to.
Example of Aircraft Landing

1. What does descent mean ?
(a) When the aircraft is decreasing its altitude in preparation for landing
(b) When the aircraft is increasing its altitude in preparation for climbing
up in air
(c) Cruising
1.6 POST LANDING DUTIES :

1.6.1 Duties After Landing :
When the aircraft has landed and has turned from the active runway and
is taxing, cabin crew gets up from their seats, make necessary announcements,
and make sure passengers do not get up from their seats, open the overhead bin
and remove their baggage or use the lavatories.
8
Once the aircraft has come to a complete halt, and the step ladder is in Galley, Catering and
place, the door is opened and the ground staff is handed over required documents, Meals, Pre–Flight
and they will convey important information like connecting flights status/ Service, Service After
schedule, conveyor belt number for passenger checked in bags, etc. Based on that Take–Off, Pre–Landing
and Post–Landing
cabin supervisor makes necessary announcements.
Service
Once all the passengers disembark, cabin crew checks for security, the
lavatories, overhead bins, and seat pockets, to check if anything is left behind
in the aircraft by the passengers. Headsets are collected in a bag.
Flight supervisor prepares a flight report.
Immigration and custom forms are filled. Before sign off, Debriefing is
done, discussing issues during the flight, any emergencies, passenger issues or
meal issues.
1. What do you mainly find in the seat pockets of an aircraft seat ?
(a) Nothing (b) Safety instruction card, Air sickness bag
(c) Pre packed meal
1.7 LET US SUM UP :

• Galley
• Working in the Galley
• Cabin crew serving the flight deck
• Airline meal
• Catering of Inflight meals
• Special meal
• Pre–flight check for different class of travel
• General duties after take–off
• Duties during descent
• Duties after landing

1. (A), 2. (B), 3. (B)
1. (C), 2. (B)
1. (C)
1. (A)
1. (B)
9
Air Hostess and
1.9 GLOSSARY :
Word Meaning
Active Runway A defined rectangular area of an airfield, prepared for the
landing and take–off run of aircraft along its length, before
it turns to taxi
Airship A power–driven aircraft that is kept buoyant/afloat by a
body of gas (usually helium, formerly hydrogen) which is
lighter than air
Amenities Items offered inflight to passengers like pillow, blanket,
etc.
Amenity kit It is a small bag or pouch of personal care items like skin
lotion, toothbrush, socks, eye shades etc. that airlines
provide on long–haul or international flights, usually for
passengers in first class or business class
Bar cart A trolley with alcoholic drink
Bar uplift Bar items ordered to refill the bar with things which was
used up during the flight
Cabin crew These are folding seats used by cabin which are normally
jump seat located near emergency exits so that flight attendants can
quickly open the exit door for an emergency evacuation
Cabin crew Crew rest area used during breaks for sleeping on a very
bunk long flight
Call bell Is a button on the PSU to get the attention of a cabin crew
for assistance
Airline Catering Airlines catering is defined as the highly specialized skill,
technology and quality oriented food catering for the
airline passengers and the crew members with a greater
emphasis on hygiene aspects and just in time production
Cuisine A particular style of cooking
Casserole A dish cooked in oven
Cutlery Knives, forks, and spoons used for eating or serving food
Crockery Plates, dishes, cups, and other similar items, especially
ones made of earthenware or chinaware
Cabin Aircraft temperatures are generally kept at between 22°C
temperature and 24°C
Conveyor belt This belt deliver checked–in bags at the baggage claim area
Cold towels Prepacked towels given to passengers to clean their hands
especially if the weather is warm, after boarding
Dry Ice Dry ice is generally carried aboard aircraft to keep food
(galley or cargo), medicine, or biological materials in a
frozen or chilled condition
10
Duty free Duty–free refers to the act of being able to purchase an item Galley, Catering and
Meals, Pre–Flight
products in particular circumstances without paying import, sales,
value–added, or other taxes
Take–Off, Pre–Landing
Debriefing Post flight briefing, any kind of incident during the flight and Post–Landing
is discussed and reviewed Service
Emergency A live demonstration is performed by one or more flight

demonstration attendants standing up in the aisles, while another flight
attendant narrates over the public address system In an
emergency, flight attendants are trained to calmly instruct
passengers how to respond, given the type of emergency
Full service A full service airline typically offers passengers in– flight
airline entertainment, checked baggage, meals, beverages and
comforts such as blankets and pillows in the ticket price.
The seats generally have more recline than a low cost
carrier as well as more leg room
Giveaways Free items given to passengers
Glassware Glasses of different sizes and shapes, each one serving a
different beverage or drink
Ground staff Ground Staff work in the aviation industry where they are
engaged in various roles at the airport. Ground Staff
ensures the safety and comfort of passengers, including
checking in baggage, providing information, assisting
disabled passengers, confirming reservations, and selling
tickets
Hotplate A flat heated surface, typically metal or ceramic, used for
cooking food or keeping it hot
Headsets Headphone used to listen to music or watch a movie
Hot towels Prepacked towels given to passengers to clean their hands
especially if the weather is cold, after boarding
Incorporate To mix one thing with another
Immigration form Form to be filled while entering another country
Low cost airline Low–cost carriers, also called low–cost or budget airlines,
are airlines that offer lower fares–and fewer amenities–
than traditional full service airlines
Logistics The commercial activity of transporting goods to customers
Lactose A sugar present in milk
Linen Articles such as sheets or clothes made, or originally made,
of a material called linen
Loading Filling a space with some quantity of item
Magazine folder Magazines and newspapers are folded and presented to the
passengers
11
Air Hostess and Plating The arrangement and overall styling of food upon bringing
it to the plate
Partitioned Divided
Positioned Arranged in a particular way
Range A set of different things of the same general type
Resume Begin again after a pause
Set of doors Two doors across horizontally (One door on left, the other
right)
Sector A portion of a journey (one take–off and landing)
Well–stocked Having or containing sufficient goods, wares, food, etc.
Silverware Dishes, containers, or cutlery made of or coated with silver,
or made of a material resembling silver
Step ladder A short folding ladder with flat steps and a small platform
to board or deplane the aircraft
Unauthorised Not having permission
Vigilant Alert, be aware of
Welcome drink Is a beverage, typically an alcoholic cocktail, that you
receive after boarding
1.10 ASSIGNMENT :
Research five International airlines, on the differences between the meal
services in all three travel classes : First class, Business class, and Economy class.
Write an essay on the findings.
1.11 ACTIVITY :
Research about the differences during Pre–flight, after take–off, before and
after landing duties of cabin crew, in both Domestic and International flights. Try
to explain to your family/friends what you have understood from the research.
Once you have explained to them, ask them to say it back to you. This way, you
will know how good you are at presenting your information. The points that they
could not pick up, work on those areas of improvement.
1.12 CASE STUDY :

• Study of a Lower deck Galley for Airliners
https://www.scielo.br/pdf/jatm/v4n1/2175–9146–jatm–04–01–0081.pdf
• Cabin Crew Food Safety Training : An Exploratory Study
Link for complete case study – https://repository.cardiffmet.ac.uk/
handle/10369/8102
 Abstract :
The production and service of airlines meals is a "high–risk mass catering
operation" with food safety implications, including temperature control during
receiving/loading, storing and regeneration of meals, personal hygiene, cross–
contamination, food allergy and poisoning. Food service is a crucial part of cabin
12
crew on–board duties, therefore and according to the regulations, cabin crew Galley, Catering and
should be educated/trained on food safety and hygiene. However, while a plethora Meals, Pre–Flight
of studies have been conducted on food handlers' food safety training in different Service, Service After
sectors of the catering industry, to date; there is no in–depth study on cabin crew Take–Off, Pre–Landing
and Post–Landing
food safety training. Thus this study aimed to investigate cabin crew food safety
Service
training through the development of a conceptual framework to inform the study.
Based on a mixed methods design and pragmatic worldview, this study employed
a partially mixed methods sequential exploratory equal status typology. It
involved two separate, but integrated strands. The first strand was qualitative
based on a snowballing technique, in which a sample of 26 cabin crew training
managers/supervisors participated in in–depth, semi–structured interviews from
20 airlines worldwide. In addition, content analysis of documents, e.g., airlines'
websites was conducted. The qualitative findings revealed that majority of
airlines train cabin crew on food safety. However, training was not based on
training needs analysis (TNA) and was not aligned with cabin crew roles and
duties. Additionally, few airlines evaluated independently the reaction, knowledge,
behaviours and results of their cabin crew food safety training. These findings
informed the need for quantifying and generalising of cabin crew food safety
issues, therefore an intermediate model was developed. The second strand was
quantitative based on a random purposive sample of 307 cabin crew from the 20
airlines participated in the first strand. Structural equation modelling (SEM) was
used for measuring the relationships between six constructs of the intermediate
model; (training, knowledge, attitudes, self–reported practices, barriers and
training needs). The SEM findings revealed that food safety training affects
positively and significantly the knowledge, attitudes and self–reported practices.
Food training affects negatively and significantly the perceived training needs.
However, there were significant differences between trained and untrained cabin
crew. The findings also exposed the influence of barriers to food safety training
and behaviours of both models; trained and untrained. This is the first study on
cabin crew food safety training. It contributed to knowledge by providing two
revised models which improve understanding of cabin crew food safety training
which could inform the development of future cabin crew food safety training.
Finally, this study developed a range of recommendations, limitations and future
research opportunities.

• How Airplane Food is Made ? Inside Gate Gourmet Kitchen
https://www.youtube.com/watch?v=1m6h59wI_yI
• Flight–Catering
http://epubs.surrey.ac.uk/2200/2/E66589A3.pdf
• IFSA World Food Safety Guidelines 2016
https://cdn.ymaws.com/ifsa.aero/resource/resmgr/World_Food_
Safety_Guidelines.pdf
• An Inside Look at a Day in the Life of an Emirates Flight Attendant
https://www.travelandleisure.com/airlines–airports/day–in–life–
emirates–flight–attendant
• Book – Food and Beverage Service and Operations (English, Hardcover
by Sanjeev Et Al. Kumar)
 13
Meal Service, Meal Codes,
02
UNIT
Alcoholic Service, Non–Alcoholic
Service, Crockery and Cutlery,
Waste Management
UNIT STRUCTURE
2.1 Introduction
2.2 Meal Service
2.2.1 Meal Service on an Aircraft
2.2.2 Timing of Meals Served Inflight
2.2.3 Meals on India Based Airlines (Full Service Airlines)
2.2.4 Pre–Order Meals on India Based Airlines (Low Cost Airlines)
2.3 Meal Codes
2.3.1 Importance of Meal Codes
2.4 Alcoholic Beverages
2.4.1 Alcoholic Beverages Served Inflight
2.5 Non–Alcoholic Beverages
2.5.1 Non–Alcoholic Beverages Served Inflight
2.6 Crockery and Cutlery
2.6.1 Crockery and Cutlery Used Inflight
2.7 Waste Management
2.7.1 Airline Waste Management
2.8 Let Us Sum Up
2.10 Glossary
2.11 Assignment
2.12 Activity
2.13 Case Study

Meal service, Meal Codes, Alcoholic beverages, Non–Alcoholic beverages,
Crockery and Cutlery, and Waste Management.
2.1 INTRODUCTION :
Serving food and drinks to the passengers is an essential part of cabin crew
duty. The preparation for meal service is done in the galley. There are different
meal services offered to the passengers depending on the travel class. Both
alcoholic and non–alcoholic beverages are served to the passengers. Meal codes
14
are given for special meals to identify them easily. Aircraft in operation today Meal Service, Meal
mainly use the familiar airline meal trolley system. Codes, Alcoholic
Service, Non–Alcoholic
2.2 MEAL SERVICE : Service, Crockery and
Cutlery, Waste
2.2.1 Meal Service on an Aircraft : Management
The type of food and service varies depending upon the airline and class
of travel. Meals may be served on one tray (generally in premium and economy
classes), or in multiple courses with no tray and with a tablecloth, metal cutlery,
and glassware (generally in first class and business class). Mostly, the food is a
reflection of the culture of the country the airline is departing from, or the country
that the airplane is destined for (e.g. Indian, Japanese, Chinese, or Western meals).
The meals services are generally arranged into two categories :
• Major Meal Service – This kind of service is provided on long haul flights,
where you need at least 45 minutes to complete the service, as it is more
detailed.
The service starts with a beverage round, and the main meal is served later.
However, many a times both beverage and meal service are conducted together.
Example of a Meal Service

The three major meals are :
Breakfast – Breakfast service in most airlines could consist of : Tea/coffee,
Juice, Fruit compote (diced/sliced mixed fruit), entrée or main course (choice of
vegetarian or non–vegetarian food), Bread with butter and preserves (jam/honey)
• Example of Breakfast served on a short–haul Aeroflot (Russian)
Flight :
During morning flights a cooked breakfast or smaller continental–style
breakfast may be served. On long haul flights (and short/medium haul flights
within Asia) breakfast normally includes an entrée of pancakes or eggs, traditional
fried breakfast foods such as sausages and grilled tomatoes, and often muffins
or pastries, fruits, and breakfast cereal on the side.
Lunch/Dinner – Food service for lunch and dinner is the same, and the
food could consists of : Appetiser/Hors d'oeuvre (first class and business class
only), Salad, Soup (first class only), entrée or main course (choice of vegetarian
or non–vegetarian food) with Breads and accompaniments, Dessert, Fresh fruits
and cheese (first class only), Tea/Coffee.
The classic economy airline meal consists of meat or fish, vegetables or
salad, a bread roll, and a dessert. (Condiments which typically are salt, pepper,
15
Air Hostess and and sugar are supplied in small sachets, along with plastic or metal cutlery and
Cabin Crew Management paper dry/wet napkin). All of these are neatly packed and placed on a plastic tray.
Supper is mostly the same, only soup is omitted for first class
passengers.
• Minor Meal Service – This kind of service is provided on a long sector,
where a small meal like, breakfast or snacks is served to the passengers.
The service is not as detailed, and it does not take a long time to complete
the service, like the major meal service does.
Breakfast – Breakfast service in most airlines could consist of : Tea/coffee,
Juice, Fruits (optional), Bread with butter and preserves (jam/honey), and
Dessert.
• Example of Breakfast served on a short–haul Aeroflot (Russian)
flight :
On shorter flights a continental–style breakfast, generally including a
miniature box of breakfast cereal, fruits and either a muffin, pastry, or bagel.
Coffee and tea are offered as well, and sometimes hot chocolate.
Mid–morning snack – Mid–morning snack could consists of : Tea/coffee,
Fruits (optional), cold main course (sandwiches and puff pastries), and Dessert.
Afternoon Tea – Afternoon tea could consists of : Tea/coffee, main course
(hot/cold), and Dessert.
Collation meal (light meal) – Collation meal could consists of : Tea/
Coffee, Open sandwiches/Cold cuts/Cheese and bread
On long–haul international flights in first class and business class, most
Asian and European airlines serve gourmet meals, while carriers based in the US
tend to serve multicourse meals including a cocktail snack, appetizer, soup, salad,
entrée (chicken, beef, fish, or pasta), cheeses with fruit, and ice cream.
2.2.2 Timing of Meals Served Inflight :
• For domestic flights, passengers are served meals at the following meal
times :
Breakfast – 0530 to 0930 hours
Morning tea – 0930–1130 hours
Lunch – 1200–1430 hours
Afternoon tea – 1500–1830 hours
Dinner – 1830–2230 hours
Supper is after 2300 hours
• For international flights, availability of meals varies, based on departure
time and flight length :
Snacks – 5 a.m. – 8 p.m. on flights over 700 miles (about 2+ hours)
Breakfast – 5 a.m. – 9 :45 a.m. on flights over 1,100 miles (about 3+ hours)
Light/Full meals – 9 :45 a.m. – 8 p.m. on flights over 1,100 miles (about
3+ hours)
• Flights less than 2 hours will only have a snack/beverage service.
If your flight is not during the scheduled breakfast, lunch and dinner hours,
a light snack may be offered on flights longer than three hours in economy class.
16
Two meals and a snack are usually served on a 14 hours flight. Meal Service, Meal
Codes, Alcoholic
Early morning flights usually will have a hot breakfast, during day time
hot meal is served during lunch time, and in the evening, hot dinner is served. Service, Crockery and
In case the flight is longer than 10 hours, a snack is also available. Cutlery, Waste
In case of long–haul flights, when boarding an 8 am flight, passengers are Management
served breakfast followed by lunch and dinner along with alcoholic and non–
alcoholic beverages. If boarding a 3 pm flight, the first meal would be lunch. If
boarding an 11 pm flight, the first meal would be dinner followed by subsequent
meals in all cases.
Some airlines also give passengers the option of asking for snacks in
between the regular service. Hot and cold beverages too are available on request.
Generally for long haul international flights leaving late night out of India,
there are two meals served, one of which is a late dinner after take–off and then
a meal before landing, which is breakfast.
2.2.3 Meals on India based Airlines (Full service Airlines) :
As of August 2020, India has just two full service airlines : Air India and
Vistara.
• Air India – In economy class, complimentary Refreshments/ meals are
served on all Air India operated flights. Domestic meals are vegetarian only,
and no alcohol is served. On longer domestic routes hot meals at main meal
times are served. Shorter flights offer snack boxes that contain a small drink
and a snack.
First Class – The meal service offered are cocktails, entrees like, Grilled
Lamb Chops and Parmesan Cheese Omelettes, Chicken Malai Kabab and Shahi
Korma, with vintage wine or Champagne as accompaniment. Cracker and cheese,
Dessert and chocolates, and Liqueurs are also part of the meal service.
Example of Air India First Class Meal

Business class – The meal service offered is entrees accompanied by wine.
Main meal is served with wine or Champagne as accompaniment, on a tray with
metal cutlery, glassware, and cloth napkin. Cracker and cheese, Dessert and
chocolates, and wine are served separately after the meal trays are cleared.
Economy class – Choice of Continental or Indian cuisine Non–veg/ Veg
is offered for international flights. Complimentary liquor/ wine is served on
international routes.
• Vistara – Vistara is the only India based airline to have Premium Economy
class (on certain sectors).
Business Class – The meal service offered is a 3–course meal cuisine, both
Indian and international, and is served on fine bone china crockery with linen.
17
Air Hostess and Premium Economy – The main dish of a meal service comprises of
Cabin Crew Management vegetarian or non–vegetarian with a dessert, or snacks, depending on the duration
of the flight. Juices, aerated drinks and hot beverages are offered throughout the
flight.
Economy Class – For travel within India, complimentary hot meals are
served to passengers booked on Economy Flexi and Standard fares. Passengers
booking on Economy Lite fares are served complimentary hot beverage (tea/
coffee). They also have the option to purchase light snacks, on board.
All passengers traveling outside India are served meals and beverage on
board, irrespective of the fare the flight was booked.
2.2.4 Pre–Order Meals on India Based Airlines (Low Cost Airlines) :
• Indigo – IndiGo offers a selection of food and beverages for sale on board.
At the time of booking a flight with Indigo, you can select to purchase an
inflight meal. If you forget to do so at the time of booking, you can also
add the meals up to 24 hours before departure. The choices include
vegetarian and non–vegetarian options and include a beverage.
Example of a Meal on Indigo Flight

Complimentary drinking water is offered on all IndiGo flights.
• GoAir – GoAir economy class passengers may also pre–order a vegetarian
or non–vegetarian meal when making their reservation, for more information
check here. These combos can be purchased up to 12 hours before
departure and to collect your meal inflight, you must provide a copy of your
e–ticket to the crew on your flight.
• Spicejet – Spicejet is a low–cost airline based in India, which means that
passengers can purchase food from the on–board menu, or pre–order a meal
from the online assortment before the flight. SpiceJet Max passengers will
receive complimentary meals and be seated at the front of the economy
class cabin.
• Air India Express – Air India Express offers pre–set meals varying from
hot meals, to snacks, to fresh cut fruits (in addition to soft beverages/ tea/
coffee) which can be purchased in advance. Free complimentary snack box
is provided with tea/ coffee.
• AirAsia – Low–cost airline Air Asia in–flight meals are optional and not
included in the ticket price. You can buy your meal either on board or order
online in advance. For flights shorter than 75 minutes, you cannot buy hot
meals on board the flight.
CPML stands for corporate meal which is served complimentary to
corporate travellers whose booking are confirmed under corporate fare through
their respective travel desk portal.
18
Passengers are allowed to carry cold snacks, non–alcoholic drinks, Meal Service, Meal
snack bars, biscuits and packaged food that do not spill or get spoiled. For Codes, Alcoholic
the convenience of other passengers, messy, oily or smelly food items are not Service, Non–Alcoholic
allowed on–board. Service, Crockery and
Cutlery, Waste
 Check Your Progress – 1 : Management
1. Does GoAir offer free meals during a flight ?
2. When is Afternoon tea served in the aircraft ?
(a) 1500–1830 hours (b) 1830–2230 hours (c) 1300–1500 hours
2.3 MEAL CODES :

2.3.1 Importance of Meal Codes :
Cabin Crew are required to know the different meal codes when delivering
meal services on–board a flight. They need to be able to respond to the request
of the passenger and deliver them the correct meal. This not only ensures that
the passengers are happy and receive a good standard of customer service, but
it also ensures passengers don't eat anything they are not allowed to.
 IATA Meal Codes :
ALML – Allergen Meal (Allergen free meals are generally free of :
Seafood, wheat, buckwheat, dairy, eggs nuts plus other ingredients.)
AVML – Asian Vegetarian Meal (a vegetarian meal that normally includes
spices and flavours from India.)
BBML – Baby Meal (Baby Meal can be ordered for infants under 2 years
of age.)
BLML – Bland Meal (Bland Meal is ordered by those who suffer from
stomach or intestinal problems.)
CHML – Children Meal (they usually contain soft and easy to chew foods
which are usually both easily identifiable and healthy.)
DBML – Diabetic Meal (for those who suffer from diabetes (high sugar
levels) It's a low sugar meal.)
FPML – Fruit Platter Meal (Fruit Platter meal may be ordered by people
who are fasting, or perhaps when vegan/gluten free options are not available.)
GFML – Gluten Intolerant Meal (Gluten Free meal is designed for those
who suffer from celiac disease or can't tolerate gluten in their diet.)
HFML – High Fibre Meal (high fibre foods such as whole grains, fruits,
vegetables, nuts, and seeds.)
HNML – Hindu Non–Vegetarian Meal (This is a meal for people who
follow Hindu custom. Meals are non–vegetarian and cooked in Indian style.
Generally the Hindu meal will contain : Lamb, chicken, fish, eggs, pulses,
starches, milk and dairy products. The meal will not contain : Veal, Beef, and
Raw/Smoked Fish.)
KSML – Kosher Meal (Kosher Meal is a meal where the food is chosen,
prepared and served in accordance with Jewish religious guidelines.)
LCML – Low Calorie Meal (Low Calorie meal is a meal of extremely low
levels of calories and suited to people who are on a low calorie diet.)
19
Air Hostess and LFML – Low Fat/Cholesterol Meal (Low Fat meal is a meal of limited
Cabin Crew Management fat and cholesterol suited to people who wish to follow a low fat restricted diet.)
LSML – Low Sodium/Salt free Meal (Low Salt meal is suited for people
with high blood pressure, heart disease, fluid retention or kidney problems.)
LPML – Low Protein Meal (containing restricted quantity of protein,
mainly for liver and kidney ailments. Meals contain fresh fruit and vegetables,
vegetable fats and seasoning, and very little eggs and meat.)
MOML – Muslim Meal (a meal that is prepared in accordance with the
Islamic tradition and custom.)
NLML – Non–Lactose Meal (lactose free meal for people who are allergic
or intolerant to milk and milk products.)
NSML – Non Salt Meal (meals with no salt)
PRML – Low Purine Meal (a meal with a low quantity of purine (seafood,
organ meats and alcoholic beverages, especially beer are not good for people
suffering from gout))
ORML – Oriental Meal (Dishes of Chinese, Korean and Japanese cuisine)
PFML – Peanut Free Meal (meals without peanuts for passengers who are
allergic to peanuts)
RVML – Raw Vegetarian Meal (Raw vegetarian meal is a meal consisting
of only raw fruits and vegetables.)
SFML – Seafood Meal (option for passengers who wish to only eat
seafood, like prawns and lobster)
SPML – Special Meal, Specify Food
VGML – Vegetarian Meal (Vegetarian meal is a meal option for passengers
who wish to consume meals free of animal products. However, milk and milk
products are consumed.)
VVML – Vegan Meal (meal option for passengers who wish to consume
meals free of animal products.)
VJML – Vegetarian Jain Meal (This meal is for members of the Jain
community who are pure vegetarians. It is prepared with a selection of Indian
condiments. It contains one or more of these ingredients : fresh fruit and stem
vegetables that grow above the ground.)
VLML – Vegetarian Lacto Meal (This meal includes dairy, but excludes
eggs. Most vegetarians in India avoid eggs. Grains, pulses, dairy, and vegetables
are the main food groups in the Indian vegetarian diet.)
VOML – Vegetarian Oriental Meal (meal for passengers who prefer an
oriental style meal.)
1. What is the meal code for Diabetic meal ?
(a) DML (b) DDML (c) DBML
2. What is the meal code for Vegetarian Jain Meal ?
(a) VJML (b) VLML (c) VVML
20
Meal Service, Meal
2.4 ALCOHOLIC BEVERAGES :
Codes, Alcoholic
2.4.1 Alcoholic Beverages Served Inflight : Service, Non–Alcoholic
Service, Crockery and
Only alcoholic beverages served by a cabin crew may be consumed on Cutlery, Waste
board. Customers must be 21 years or older to consume alcohol. Management
In India, alcoholic drinks are not served on domestic flights. For International
flights, alcoholic beverages are complimentary.
Different types of alcoholic beverages are : Hot or Cold
Hot alcoholic beverages are generally served hot or warm –
• Sake is a Japanese wine made from rice.
• Mixed drinks are prepared from mixing different kinds of drinks like
Cognac and Brandy with hot water or honey.
• Cider is made from fermented apple juice.
Cold alcoholic beverages are generally served chilled or iced. They are
broadly divided into spirits and fermented beverages –
Beer and wine fall under fermented beverages.
Brandy, gin, rum, tequila, vodka, whiskey, and liqueurs fall under spirits.
• Cocktail – A cocktail is a mixture of alcoholic and non–alcoholic
beverages. Cocktail is typically made with a distilled liquor (such as arrack,
brandy, cachaça, gin, rum, tequila, vodka, or whiskey) as its base ingredient,
then it is mixed with other ingredients and garnish.
Cosmopolitan, Long Island Iced Tea, Pina Colada, and Margarita are some
popular cocktails.
 Some Cocktail Recipes :
Cosmopolitan – Main Ingredients : Fresh lime juice, Cranberry juice,
Vodka Citron. Standard Garnish : Lime wedge, Lemon slice. Drinkware : Cocktail
glass.
This is a frothy bright pink colour drink, and is generally served straight
up without ice.
Long Island Iced Tea – Main Ingredients : Cola, Lemon juice, Gin, Light
Rum, Vodka, Tequila. Standard Garnish : Lemon spiral. Drinkware : Highball
glass.
A type of alcoholic mixed drink, Long Island Iced Tea doesn't contain any
type of tea, as the name says. It is a colourless orange–flavoured liqueur which
typically contains 22% alcohol content.
Pina Colada – Pina Colada is a sweet cocktail which is usually served
either blended or shaken with ice. The term 'Pina Colada' means 'strained
pineapple' which refers to the freshly pressed and strained pineapple juice.
Main Ingredients : Pineapple juice, White rum, Coconut cream. Standard
Garnish : Pineapple slice or Maraschino cherry. Drinkware : Poco Grande glass.
• Aperitif – is an alcoholic drink taken before a meal to stimulate the
appetite.
Common choices for an aperitif are vermouth, champagne, pastis, gin, raki,
fino, dry sherry and any still, dry, and light white wine.
21
Air Hostess and • Wines – Wine is classified into 5 main categories :
Red, White, Rose, Sweet or Dessert and Sparkling wines.
Popular Red wines : Cabernet Sauvignon, Merlot, Pinot Noir, Syrah/Shiraz,
and Zinfandel.
Some popular Indian Red wines : Cabernet Shiraz, Sette, and Big Banyan
Merlot
Popular White wines : Buttercream Chardonnay, Belvino Pinot Grigio,
Double Dog Dare Moscato, Kia Ora Marlborough Sauv Blanc, and Double Dog
Dare Chardonnay.
Some popular Indian White wines : Fratelli Sangiovese Bianco, Fratelli
Vitae Chardonnay, and Reveilo
During inflight meals, Red wines are usually offered with red meat
(e.g. beef, mutton), and White wines are offered with white meat (e.g. fish
or chicken).
1. What is the base of a cocktail drink ?
(a) Alcohol (b) Fruit juice (c) Water
2. Vermouth is a :
(a) Wine (b) Aperitif (c) Spirit
2.5 NON–ALCOHOLIC BEVERAGES :

2.5.1 Non–Alcoholic Beverages Served Inflight :
Any beverage that does not contain alcohol, is a non–alcoholic beverage.
Non–alcoholic beverages are both hot, and cold.
Tea, Coffee, and Hot chocolate are some examples of hot non–alcoholic
beverages.
Cold non–alcoholic beverages are normally served chilled. Some of the
popular non–alcoholic beverages are, aerated drinks like colas, fruit juices, and
milk shakes.
• Mocktail – is a non–alcoholic drink consisting of a mixture of fruit juices
or other soft drinks. Some popular mocktails are Nojito (Virgin Mojito),
Strawberry–Banana Margarita, and Tomato Lassi.
 Some Simple Mocktail Recipes to Make at Home :
Nojito (Virgin Mojito) – 12 to 14 small mint leaves or 6–8 big ones, 1
ounce fresh lime juice, 2 tablespoons confectioner's sugar, 4 ounces club soda
(or Sprite).
Put the mint leaves, lime juice and brown sugar in a tall cocktail glass and
muddle the leaves. Fill the glass with ice cubes and add the club soda. Stir to
mix up the sugar. Garnish with another mint sprig.
Strawberry–Banana Margarita – 1 cup strawberries, halved and frozen,
1 ripe banana, peeled, sliced and frozen, 1 1/2 ounces orange juice, 2 tablespoons
fresh lime juice, 1 cup crushed ice.
22
Freeze the strawberry and banana slices for a couple of hours. Put Meal Service, Meal
everything in the blender and blend in short spurts – you want it smooth but still Codes, Alcoholic
thick. Pour into frosted margarita glasses and serve. Service, Non–Alcoholic
Tomato Lassi – 2 ounces plain yogurt, 2 ounces tomato juice, 4 ounces Cutlery, Waste
water, 1/8 teaspoon salt, Sprig of mint leaves Management
Thoroughly blend the tomato juice, yogurt and salt together in a blender.
Fill a tall glass almost all the way with ice cubes. Pour the mixture into the glass
over the ice cubes, and garnish with mint leaves.
1. Is mocktail made without alcohol ?
2. Which is a hot non–alcoholic beverage ?
(a) Lassi (b) Tea (c) Pina Colada
2.6 CROCKERY AND CUTLERY :

2.6.1 Crockery and Cutlery Used Inflight :
Crockery/Tableware – Tableware are the dishes or dishware used for
setting a table, serving food and dining. It consists of crockery like plates, dishes,
bowls, and cups used for eating, which is usually made of some ceramic material.
Example of Airline Crockery

Cutlery – Cutlery is a collective ensemble of eating and serving utensils
such as knives, forks and spoons.
• While serving food in first class, and Business class, crockery and cutlery
are divided into Main course crockery and cutlery, and Dessert crockery
and cutlery.
Main course crockery and cutlery – Items that are used to serve food
include dinner plate, soup bowl and plate, butter knife, service knife, fish fork,
dinner fork, salad fork, fish knife, soup spoon, and dinner spoon.
Dessert crockery and cutlery – Desserts are served after the main meal.
Dessert plates, and dessert bowls are used to serve with dessert forks and spoons.
Knife and fork are used for serving fruit and cheese.
• Serviceware – Different types of Jugs, pots, dishes, trays and salvers used
by cabin crew during service is called serviceware.
Service cutlery cabin crew uses for service includes :
Wine opener/Corkscrew – A corkscrew is a tool for drawing corks from
wine bottles and other household bottles that may be sealed with corks.
23
Air Hostess and Service gear – Service gear is based on fork and spoon. Handling food
Cabin Crew Management using a service gear is the most important skill because it affects our way of
serving clean food to guest.
Cruet sets – Typically these include salt and pepper shakers, and often
cruets or bottles of vinegar and olive oil. The stand and containers form a cruet
set.
Example of Cutlery
• Glassware – Glassware refers to glass items used as tableware, (dishes,
cutlery, flatware), and drinkware used to set a table for eating a meal. There
is a wide variety of glassware of different sizes and shapes, each one
serving a different beverage or drink.
Champagne/flute glass, high ball glass, red wine goblets, and white wine
goblets are different types of glassware used on board a flight for serving the
passengers. Ice–creams, and sorbets are served in glass bowls.
Example of Glassware
• Silverware – The objects in silverware are made of Electro Plated Nickel
Silver (EPNS). These are made from an alloy of brass, zinc, stainless steel
or nickel with silver plating of 10 to 15 microns. Silverware includes
spoons, forks, knives, hollowware, drinkware, tongs, ice bucket, and a
salver.
Economy meal is mostly served on plastic or aluminium foil, with
metal or plastic cutlery. Plastic or paper glasses are used for drinks. Paper
napkins are offered.
1. Service ware and silverware are the same.
2. Economy class and First class use different crockery and cutlery.
(a) Maybe (b) No (c) Yes
24
Meal Service, Meal
2.7 WASTE MANAGEMENT :
Codes, Alcoholic
2.7.1 Airline Waste Management : Service, Non–Alcoholic
Airline passengers alone generated 5.7 million tons of waste globally in Cutlery, Waste
2016, most of which went to landfills or the incinerator, according to the Management
International Air Transport Association, an industry trade group of some 290
airlines. By 2030, this number is expected to nearly double to an annual 10 million
tons.
IN A SINGLE YEAR, AIRLINES TOSS 9,000 TONS OF PLASTIC AND
ENOUGH ALUMINUM CANS TO BUILD 58 NEW BOEING 747's.
Airlines are switching to recyclable or compostable service ware, and
recyclable paper cups in the hope of reducing waste.
An example of waste management : On an Australia's Qantas flight, from
Sydney to Adelaide, Qantas replaced the 1,000–plus single–use plastic items with
biodegradable alternatives made from sugarcane and crop starch. By collecting
all leftover items for reuse, recycling, or composting, Qantas crew members
reduced the 75 pounds of trash from a typical flight on the route, to the contents
of a small plastic bag.
While waste management is by and large the responsibility of the airline,
much of its success relies on the types of facilities airports provide, as well.
2.8 LET US SUM UP :

• Meal service on an aircraft
• Timings of meals served inside
• Meals on India based Airlines (Full service Airlines)
• Pre–order meals on India based Airlines (Low cost Airlines)
• Importance of meal codes
• Alcoholic beverages served inflight
• Non–Alcoholic beverages served inflight
• Crockery and cutlery used inflight
• Airline Waste Management

1. (B), 2. (A)
1. (C), 2. (A)
1. (A), 2. (B)
1. (A), 2. (B)
1. (B), 2. (C) 25
Air Hostess and
2.10 GLOSSARY :
Word Meaning
Appetiser A small dish of food or a drink taken before a meal or the
main course of a meal to stimulate one's appetite
Appetite A natural desire to satisfy a need for food
Assortment Consisting of different or various kinds
Aerated drink Carbonated drinks or fizzy drinks are beverages that contain
dissolved carbon dioxide
Beverage Is one other than water, as tea, coffee, beer, or milk
Biodegradable Capable of being decomposed by bacteria or other living
organisms and thereby avoiding pollution
Continental A light breakfast, typically consisting of coffee and bread
breakfast rolls with butter and jam
Cocktail snack Is an appetizer served as a first course during a meal.
appetiser, appetizer, starter – food or drink to stimulate the
appetite (usually served before a meal or as the first course)
Complementary To combine in such a way as to enhance or emphasize the
qualities of each other, or another
Combo meal A combination meal, often referred as a combo–meal, is a
type of meal that typically includes food items and a
beverage
Compostable Compostable means that a product is capable of disintegrating
into natural elements in a compost environment, leaving no
toxicity in the soil. This typically must occur in about 90 days
Dessert the sweet course eaten at the end of a meal
Entree The main course of a meal
Food Accompaniments are generally flavoured food and sauces
accompaniment offered with specific main dishes to enhance the flavour and
appetite
Hors d'oeuvre A small savoury dish, typically one served as an appetizer
Incinerator An apparatus for burning waste material, especially industrial
waste, at high temperatures until it is reduced to ash
Long haul flight Any flight longer than seven hours is considered a "long–
haul" flight. These are usually international flights
Liqueur A strong, sweet alcoholic spirit, usually drunk after a meal
Land fills A landfill site, also known as a tip, dump, rubbish dump,
garbage dump, or dumping ground, is a site for the disposal
of waste materials
Multicourse A full–course dinner is a dinner consisting of multiple dishes,
meal or courses. In its simplest form, it can consist of three or four
courses; for example : first course, a main course, and
26 dessert.
Pre–set meals A type of menu featuring a pre–selected list of dishes at a Meal Service, Meal
Codes, Alcoholic
set price
Recycle Convert (waste) into reusable material Service, Crockery and
Cutlery, Waste
Stimulate Encourage or arouse interest or enthusiasm in Management
Supper An evening meal, typically a light meal
Three course A full–course dinner is a dinner consisting of multiple dishes,
meal or courses. In its simplest form, it can consist of three
courses; for example : first course, a main course, and dessert
Trash Waste material
2.11 ASSIGNMENT :
After going through the meal service, write down the different meal
services provided at different flight times.
Research two low–cost airlines, and two full service/ full–fare airlines,
relating to their flight timings, and meal services. Write an article comparing meal
services of both the low cost–airlines, and full service airlines.
2.12 ACTIVITY :
Watch the video, and try to practise service with family members or
friends, with appropriate tool available at home.
• Cabin Crew Business Class Service training
https://www.youtube.com/watch?v=Yk2eHPV94L0
2.13 CASE STUDY :

• IATA Cabin Waste Handbook
https://www.iata.org/contentassets/821b593dd8cd4f4aa33b63ab9e
35368b/iata–cabin–waste–handbook–––final–resized.pdf
• Analysing Factors Impacting Students' Choice between Low–Cost and
Full–Fare Airlines
https://core.ac.uk/download/pdf/225886039.pdf
• Case study : Flight catering
Link for complete case study – https://www.hoteliermiddleeast.com/
22825–case–study–flight–catering
Qantas' new Economy Class menu was launched in November 2014; we
investigate
Qantas launched a new Economy Class menu in November 2014, with 50%
larger servings and better quality food. Devina Divecha finds out what has
changed and how the airline is catering for its 5 million Economy passengers
every year. In November 2014, Australian airline Qantas launched its new
Economy Class menu. Not only does the menu now feature larger servings, new
in–flight services have also been implemented to speed up delivery and clearing
of food.
Qantas head of customer experience Kylie Morris confirms the airline had
been reviewing the Economy dining proposition for 12 months prior to launch.
27
Air Hostess and She says : "We found, particularly when we looked across all airlines in the
Cabin Crew Management market, that everyone was doing the same thing. At Qantas, we want to be
pioneering in what we offer.
"So we came up with a programme that would reinvent our total Economy
experience, not just from a food perspective, but from a service perspective." She
continues : "We've been able to increase the size of our customers' meals by 50%
as well as, at the same time, increasing the amount of service interactions with
our cabin crew and reducing the amount of service time. This means you are left
with your finished meal in front of you for a lot less [time], and it also means
the carts are out of the aisle much, much faster – around 30 minutes faster than
previous timing."
The launch of the new menu occurred in November 2014, and by March
1, 2015, Qantas plans to have a complete global roll–out of the experience. Morris
says : "We've got a really expedited roll–out and that means our customers will
be able to get access to these amazing meals a lot faster."
 Preparation :
To begin with, the team invested heavily in customer research. Morris
reveals some very specific findings came to light about key menu design items
customers were looking for.
"They're after always a comfort choice, things that feel easy and comfortable,
like we have a ragout or a spaghetti Bolognese, or we have a chicken pie.
"We're always going to have a healthy option. And then we've got a menu
item based on your destination, so it's regionally inspired. So for example, on
Dubai [routes], we're offering tahini barramundi with preserved lemon couscous
and chickpeas," she notes.
Catering on a large scale involves layers of complexity already, without
adding challenges no doubt faced mid–flight. Not only does the staff have to deal
with a large number of customers, there are space concerns that need to be
considered as well.
Morris agrees, and explains further : "There is always a lot of complexity
when we're dealing with an airline. We have to think around, 'how do we cater
for 300 economy customers in a really small kitchen space ?'"
She says points to be noted include the meal size, tray dimensions, and
ensuring all the food can be fit into the ovens and carts.
Morris says : "Everything that we have designed has limitations and
challenges. That's why we worked really hard with our chefs and all of our global
caterers, as well as our cabin crew, to find that optimal solution that would mean
we actually could hit all of our aspirations – which were increasing the quality
and size of our food, at the same time, not increasing the cost.
"We were really focused to make sure any investment that we have goes
directly to our customers' dining experience." Qantas chairman Alan Joyce also
said at the new menu launch that the catering team at QCatering has streamlined
the organisation's backend processes allowing it to invest 40% more into the
meals.
When it came to the regular challenges faced in–flight, from a food
perspective, the team has to ensure sensitive items such as meat and proteins are
thought about carefully – they need to stay moist, rather than dry out.
28
There is also the size aspect. Morris laughs, and says : "Think about it : Meal Service, Meal
it's like we're catering for a wedding on a plane. We're doing it out of a kitchen Codes, Alcoholic
that's the size of two metres by three metres. We have to work with all these carts Service, Non–Alcoholic
and galleys, and it really is such a team collaboration." Service, Crockery and
Cutlery, Waste
Packing of items such as salt and pepper, cutlery and serving plates needs Management
to be planned carefully. Oven space needs to be sufficient so meals can be cooked
quickly. And then there's weight. "We need to take all our packaging and our
plastic with us – managing that end–to–end cycle is so important. There's so many
complexities whenever you're catering for an airline, and with our team of
experts, we are able to overcome these," she explains.
 In Practice :
Morris reveals more about what's new, saying : "We've introduced a
welcome drink – the cabin crew will be out of their seats as soon as the seat belt
sign is off and within five minutes, be out in the cabin offering the customers
a welcome drink." This is the Bickford's signature welcome drink after take–off,
featuring flavours exclusive to Qantas including lemon & elderflower, pink
grapefruit, and pomegranate & blueberry.
Another feature, which Joyce also highlighted in his launch speech, is a
new butter–infused bread roll. Morris adds : "This has been really popular with
our customers, and we've removed the need to have those small butter packs
handed out. Getting rid of that extra weight is just perfect and we've really
delivered a quality outcome." The airline has also reduced waste on this front.
Morris continues : "And finally, as part of our offering, we've moved from
two choices to three choices as a standard (four with Select on Q–Eat)."
Speaking of which, Qantas is now also offering its Select on Q–Eat service
to certain routes on International Economy (previously only available on Business
and Premium Economy), which provides "access to an exclusive dish".
The airline has made significant investment into finding great Australian
producers and designing menus with the highest quality produce, according to
Morris. In fact, Joyce said that Business and First suppliers are now also
supplying the new Economy service. Qantas buys from more than 1500 Australian
providers of foods, wines and beverages, including Ruby and Roy's, Weis' Frozen
Foods and Bickford's.
Morris says : "For example, there's a wagyu beef main meal item, which
is actually David Blackmore's – who is one of Australia's well–known beef
producers. This type of produce is used in the top restaurants, not just in Australia
but around the world."
When the food, size, placement of all the equipment and food in the galleys,
and the carts were designed, the food and service team collaborated heavily.
Previously, cabin crew were able to load approximately 30 meals into every cart.
Now they load almost three times as many, which means they can deliver the
service faster. Morris adds : "It means they're not retreating back to the galley,
messing around with the ovens and moving meals from ovens to carts three times.
They can get out and serve a majority of our customers in one go."
Morris says this is because of the way the meal has been designed – the
airline tray has been removed, and instead features a serving plate.
29
Air Hostess and  Feedback :
Through the programme of work, Qantas carried out six trial flights at
different iterations in the cycle. Morris says : "We always do pilots of any new
programme we're launching and it's really important for us in the development
cycle."
The team used those trial flights to get real–time feedback from customers
and from the crew as to what was working and where change was needed.
Customer satisfaction on those flights more than doubled – record highs
according to its chairman Andrew Joyce.
Morris adds to this : "From the six flights that I've seen our customer
feedback on already, it was phenomenal, and we're clearing cabins of an A380
with 400 customers in Economy in less than a quarter of the time that we used
to."
She says : "We've also spent a significant amount of time in communicating
with and training all our service teams so they understand why we're making the
change, why our customers are going to love it, and what they need to do to make
sure they deliver on our Qantas service promise to our customers. We've had a
phenomenal, phenomenal response.
"Our cabin crew teams are so proud to offer these propositions to our
customers. What we're seeing is our customers are loving the new service, as well
as the new dining experience."
 Some of the new features on the menu :
– Smoky barbecue beef with roasted sweet potato, broccoli and corn
– Honey–roasted chicken farro salad and seasonal vegetables with pumpkin
and sesame seeds
– Scrambled egg with chicken sausage, tomato, hash brown and baked beans
– Ruby and Roy's traditional Greek yoghurt with granola
– Self–serve and grazing options include : Weis ice–cream bars, Maltesers,
Carman's muesli bites, pulled beef sliders with capsicum and tomato relish
and fresh fruit
– Lindt chocolate offered with the tea and coffee service

• First class Breakfast Service on a Boeing 737 [] | Traveling With Tee!
[] | Flight Attendant Life
https://www.youtube.com/watch?v=Uk3odgxInRY
• 5–STAR AIRLINE | JAPAN AIRLINES | BUSINESS CLASS |
INFLIGHT MEAL AND CABIN SERVICE
https://www.youtube.com/watch?v=wWpdnvpIUNc
• EXPERIENCE : The Aeroflot airplane food in Premium Economy
Class
https://www.youtube.com/watch?v=tmDr0sOB2uI
• Philippine Airlines PR 422 | Economy Class In–flight Meal Service
https://www.youtube.com/watch?v=w88TLSEKcio
30
• [HD] Economy Meals on Big Airlines (Emirates, Delta, United, Air Meal Service, Meal
Canada & More) Codes, Alcoholic
https://www.youtube.com/watch?v=Mou0V6m9eaM Service, Crockery and
• What goes into a plane meal ? Singapore Airlines business class Book Cutlery, Waste
the Cook Management
https://www.youtube.com/watch?v=RCcuhB2DQ90
• Air India – Inflight Experience – Meal service
http://www.airindia.in/inflight–experience.htm
• Vistara – Inflight Dining experience
https://www.airvistara.com/in/en/vistara–experience/on–board/inflight–
dining
• Indigo Airline – Inflight meal on payment
https://www.inflightfeed.com/indigo/
• How airplane food has changed over the decades
https://www.washingtonpost.com/travel/2019/10/17/golden–age–
airplane–food–is–over–future–snacks–sustainability/
• 34 Things You Need To Know About In–Flight Meals
https://www.holidayextras.com/travel–blog/before–you–go/airline–
meals.html
• Boeing 737 GALLEY TUTORIAL! Domestic Flight (Flight Attendant
Life, 2019)
https://www.youtube.com/watch?v=4DFl6GFf04E
• HOW TO DO SILVER SERVICE| FULL DEMO |in Hindi
https://www.youtube.com/watch?v=N8ULvtu5mpA&t=104s
• Book – Food and Beverage Service 10th Edition 2020 by John Cousins
• Book – Inflight Catering Management by Audrey Carol McCool
31
Special Need Passengers,
03
UNIT
Terminologies, Recommended
Phrases, DPNA Code, VVIP, VIP
and CIP, Deportees and Prisoners
UNIT STRUCTURE
3.1 Introduction
3.2 Special Need Passengers
3.2.1 Passengers Who Need Special Attention
3.2.2 Cabin Crew Training
3.3 Terminologies
3.3.1 Terminologies to Understand During Flight Booking
3.4 Recommended Phrases
3.4.1 Phrases Recommended to Address Special Need Passengers
3.4.2 Few Points to be Aware of Around Special Need Passengers
3.5 DPNA Code
3.5.1 DPNA (Disabled Passenger with Intellectual or Developmental
Disability Needing Assistance)
3.6 VVIP, VIP, and CIP
3.6.1 VVIP (Very Very Important Person) and VIP (Very Important
Person)
3.6.2 CIP (Commercially Important Person)
3.7 Deportees and Prisoners
3.7.1 Deportees
3.7.2 Prisoners
3.8 Let Us Sum Up
3.10 Glossary
3.11 Assignment
3.12 Activity
3.13 Case Study

Special Need Passengers, Terminologies, Recommended phrases, DPNA
code, VVIP, VIP, and CIP, Deportees and Prisoners.
32
Special Need
3.1 INTRODUCTION :
Passengers,
One of the more sensitive duties of a cabin crew is to identify and respond Terminologies,
to the needs and expectations of passengers with special needs. This might include Recommended Phrases,
things as, accommodating a guide dog, taking care of unaccompanied minors DPNA Code, VVIP, VIP
travelling alone, using correct lifting techniques or providing toilet assistance, and and CIP, Deportees and
Prisoners
appropriate and careful use of verbal and non–verbal communication.
3.2 SPECIAL NEED PASSENGERS :

3.2.1 Passengers Who Need Special Attention :
Passengers who identify as having special needs, will require specific
attention inside the plane. They generally, board first and deplane last.
Depending on the airline, 'passengers with special needs' may include :
• Passengers with specific medical needs, such as medication or a stretcher
• Passengers with reduced mobility, including passengers with wheelchairs
• Passengers with vision or hearing impairments
• Passengers with conditions such as autism or cerebral palsy
Expectant mothers – Pregnant passengers need not notify the airlines,
provided they are less than 28 weeks pregnant, and they do not have any
complications. A medical certificate is required to confirm that the passenger is
fit to travel between the 28th and 35th week of pregnancy. Pregnant passengers
must have completed their journey by the end of the 35th week of pregnancy.
Flying is not permitted from the beginning of the 36th week of pregnancy.
Disabled passengers – Disabled passengers include those who have
disabilities, such as reduced mobility that is defined as any person whose mobility
is permanently or temporarily reduced due to physical incapacity, intellectual
deficiency, age, impaired vision or hearing, or other cause of disability. Such
passengers require assistance at the airport and aircraft, when travelling.
Passengers who are mentally challenged – They may be physically fit,
but are unable to look after themselves. They need an attendant to accompany
them in the flight to look after them. They need individual attention during
embarkation and disembarkation.
UM (Unaccompanied Minor) – A UM is a child between six and twelve
years of age. They board the plane first, and deplane last. They are seated close
to the cabin crew seat, as the cabin crew takes care of their safety and service,
and keeps a check on them throughout the flight. Child meal, or regular meal is
offered to the UM. Toys and books are offered to the UM's to keep them occupied.
A girl UM is never seated next to a male passenger. UM's are brought into the
aircraft and escorted out of the plane by ground staff. Documents are handled
by the ground staff, and the cabin crew. On arrival at the destination, ground staff
will accompany the UM through immigration and baggage collection, before
handing him/her over to the appointed guardian at the arrival gate, after
confirming travel documents.
Mothers carrying Infants/Lap infants – Mothers have to place their
infants on their lap for take–off and landing. Mothers carrying infants on lap are
not allowed to sit in emergency exit rows or the rows directly in front of or behind
the exit rows. On some aircraft, there are additional rows that do not permit lap
33
Air Hostess and infants. On aircrafts that has baby bassinet (baby cot) attachments, mothers are
Cabin Crew Management advised to book special seats with baby bassinet attachments in advance, to ensure
they get a seat that has baby bassinets, on board.
Example of Baby Bassinets on an Aircraft

Due to air safety regulations, any passenger with specific needs and/
or requiring Special assistance has an injury or that needs to travel with an
assistant, will not be able to occupy exit row seats.
3.2.2 Cabin Crew Training :
Cabin crew are generally trained to handle special need passengers for :
• An improved and specific level of service
• Understand the different categories of passengers with special needs and
different kinds of care required
• Conduct individual pre–flight/emergency briefings on safety and general
issues
• Brief other cabin crew regarding any passengers with special needs on
board
• Follow and apply procedures such as Civil Aviation Regulations and
Standards
• Respond appropriately to any signs of discomfort or distress.
1. An is a special need passenger..
(a) Unaccompanied minor
(b) Able bodied passenger
(c) College student
2. Cabin crew conducts individual pre–flight/emergency briefings on safety
and general issues for special need passengers.
(a) Maybe (b) False (c) True
3.3 TERMINOLOGIES :
3.3.1 Terminologies to Understand During Flight Booking :
At the time of booking, passengers will need to advise what level of
assistance is required, these are :
34
• MAAS (Meet and Assist) – Requires assistance to and from the aircraft, Special Need
but no wheelchair is required. Passengers,
Terminologies,
• WCHR (Wheelchair R for ramp) – Requires wheelchair to and from the Recommended Phrases,
aircraft but can walk up/down stairs and can manage in the cabin unaided. DPNA Code, VVIP, VIP
• WCHS (Wheelchair S for Steps) – Wheelchair is required to and from and CIP, Deportees and
the aircraft, would need assistance up/down stairs, but is able to make his/ Prisoners
her own way to/from the cabin seat. A passenger aid unit (PAU) may be
required to board the passenger.
• WCHC (Wheelchair C for Cabin Seat) – Wheelchair is required to and
from aircraft and assistance would be required up/down stairs, and in the
aircraft. A passenger aid unit (PAU) may be required to board the passenger.
An able bodied assistant would need to accompany the passenger at all
times, as the passenger is completely immobile.
• STCR (Stretcher Passenger) – Medical clearance is required for stretcher
passengers, who have been physically or mentally compromised due to
temporary or permanent disability or incapacity, have undergone surgery,
hospitalisation, experienced illness or that require or depend on special
services such as oxygen or use of specialised medical equipment.
Example of a Stretcher Placed Inside a Commercial Aircraft

• OXYG (Needing Oxygen During Flight) – They are not allowed to use
their own oxygen cylinder in the aircraft. Sealed empty oxygen cylinders
can be transported as checked–in luggage only and will be included within
the luggage allowance. The regulator will need to be removed from the
bottle and transported separately to the bottle.
• DEAF (Deaf Passenger) – Passengers with a hearing and or vision
impediment are requested to inform about Special needs arrangements, 48
hours prior to flight departure. This will ensure that airport staff are ready
for the passenger's arrival and provide everything necessary for his/her
safety and convenience.
• BLND (Blind Passenger) – They need to specify if they are being
accompanied by seeing–eye dog/service dogs. All service dogs (guide dog,
assistant dog) are carried free of charge, provided the dog is travelling with
the owner and the passenger is fully dependent on the animal.
• MEDA (Medical Case) – Medical clearance is required for medical
passenger
• LEGL (Left Leg–in Cast) – Mobility is restricted due to leg being in
plaster
35
Air Hostess and • LEGR (Right Leg–in Cast) – Mobility is restricted due to leg being in
Cabin Crew Management plaster
• LEGB (Both Legs–in Cast) – Mobility is restricted due to leg being in
plaster
1. LEGR stands for :
(a) Left Leg–in cast (b) Right leg–in cast (c) Both Legs in cast
2. Passengers needing oxygen during flight are not allowed to use their own
oxygen cylinder in the aircraft.
3.4 RECOMMENDED PHRASES :

3.4.1 Phrases Recommended to Address Special Need Passengers :
While interacting with special need passengers, or anyone around them,
care must be taken to use words that do not offend them, or the ones
accompanying them. It is advisable to use the following affirmative phrases, and
avoid the negative phrases :
Affirmative Phrases Negative Phrases
Person with intellectual disability Retarded, mentally defective
Person who is blind, person who is The blind
visually impaired
Person with a disability The disabled, the handicapped
Person who is deaf, person who is Suffers a hearing loss, the deaf
hard of hearing
Person who has multiple sclerosis Afflicted by MS
Person with cerebral palsy CP victim
Person with epilepsy, person with Epileptic
seizure disorder
Person who uses a wheelchair Confined or restricted to a wheelchair
Person who has muscular dystrophy Stricken by MD
Person who is physically disabled Crippled, lame, deformed
Person without a disability Normal person (implies that the person
with a disability isn't normal)
Unable to speak, uses synthetic speech Dumb, mute
Seizure Fit
Person with psychiatric disability Crazy, Nuts
3.4.2 Few Points to be Aware of Around Special Need Passengers :

• A passenger travelling with her/his guide dog would be a passenger who
is visually impaired /vision impaired, or blind.
• A passenger using sign language to communicate might be a passenger who
is hard of hearing, hearing impaired, or deaf.
36
A passenger with epilepsy may warn you if he is about to have a seizure. Special Need
(A seizure is a sudden, uncontrolled electrical disturbance in the brain. It can Passengers,
cause changes in your behaviour, movements or feelings, and in levels of Terminologies,
consciousness). Recommended Phrases,
DPNA Code, VVIP, VIP
• A passenger communicating with you via a pen and paper or speech device and CIP, Deportees and
might be a passenger who is unable to speak, uses a synthetic speech/a Prisoners
speech device.
• A passenger travelling under the care of a psychiatrist might be a passenger
with a psychiatric disability.
1. A passenger travelling with her/his guide dog would be a passenger who
is hard of hearing, hearing impaired, or deaf.
(a) Maybe (b) False (c) True
2. A person with seizure disorder is :
(a) Epileptic (b) Unable to speak (c) Unable to see
3.5 DPNA CODE :

3.5.1 DPNA (Disabled Passenger with Intellectual or Developmental Disability
Needing Assistance) :
DPNA is a Special Service Request (SSR) code. SSR codes are used in
the airline industry to communicate traveller preferences or needs to airlines.
They are delivered through standardised four–letter codes defined by the
International Air Transport Association (IATA).
The special assistance facility offered by airlines to passengers with
disability or those with reduced mobility allows passengers to book wheelchairs
prior to the scheduled flight at least 24–48 hours prior to departure.
Also, children with intellectual disabilities like those on the autism
spectrum, fragile X syndrome, or Down syndrome can feel overwhelmed or
uncomfortable in an unfamiliar, crowded surrounding and therefore require
special care. Parents of such children can make a request for any additional
support like boarding first as a family, not sitting next to babies who may cry,
having the passenger's meal served first, cabin crew checking in on the passenger
every couple of hours, sitting at the front of the plane so you can get off quickly,
priority check–in etc.
In India, Air India, Vistara, and SpiceJet are the three airlines offering
DPNA code.
However, it is NOT mandatory for the airlines to take actions as per the
DPNA code.
• (How to use DPNA code for special need children with Autism and
Downs syndrome)
https://www.facebook.com/watch/?v=309329339754941&extid=
a00lS4odn4teiRC9
• Ground staff or CSA (Customer Service Agent) make arrangements for
wheelchairs or other transport to the departure gate for mobility impaired
passengers, and process, safeguard and supervise any unaccompanied
37
Air Hostess and minors (UMs) from check–in to aircraft boarding and from aircraft
Cabin Crew Management deplaning to release to a parent or other authorised person.
It is important to note that flight crew may substitute the word
'person' with 'passenger', while airlines might also use the terms customer,
guest or traveller.
3.6 VVIP, VIP AND CIP :

3.6.1 VVIP (Very Very Important Person) and VIP (Very Important Person) :
VVIP, would be an individual like the President, Vice President, Prime
Minister, Supreme Court and High Court Judges, Service Chiefs of Armed Forces,
Governors of State, Chief Ministers and Cabinet Ministers.
A VIP is a person who is provided special privileges due to their high social
status, influence or importance.
VVIP's and VIP's board the plane last, and deplane first. They often have
extra security, at times are assigned a separate cabin crew, and are often served
exclusive meals on certain flights.
In India, AAI (Airport Authorities of India) have been entrusted with the
responsibility of handling VVIPs & providing VIPs with reserved lounge
facilities, besides extending due courtesy and attendance by responsible staff /
hostess.
3.6.2 CIP (Commercially Important Person) :
A CIP is referred to as a high value commercial client, someone who can
enhance the image of the airline, thus helping bring in more business.
Services offered to a CIP is very similar to that of a VIP.
1. What is the full form of CIP ?
(a) Commercially Important Person
(b) Commonly Important Person
(c) Commercially Independent Person
3.7 DEPORTEES AND PRISONERS :

3.7.1 Deportees :
A person who has been expelled, or is being expelled from a country, is
a deportee.
Deportees are escorted by extra security, and are boarded first and deplaned
last. The senior cabin crew handles the documentation related to the deportee.
3.7.2 Prisoners :
If a prisoner is nonviolent, they are allowed to fly on a plane escorted by
a police officer. They are boarded first and made to sit on the last row of seats.
They deplane after all the passengers have left the aircraft.
It is mandatory to inform the airlines in advance if any prisoners are booked
on the flight.
38
 Check Your Progress – 5 : Special Need
Passengers,
1. What kind of prisoners are allowed to travel on the flight ?
Terminologies,
(a) All kinds (b) Nonviolent (c) Women Recommended Phrases,
3.8 LET US SUM UP : and CIP, Deportees and
Prisoners
• Passengers who need special attention
• Cabin crew training
• Terminologies to understand during flight booking
• Phrases recommended to address special need passengers
• Few points to be aware of around special need passengers
• DPNA code
• VVIP (Very Very Important Person) and VIP (Very Important Person)
• CIP (Commercially Important Person)
• Deportees
• Prisoners

1. (A), 2. (C)
1. (B), 2. (A)
1. (B), 2. (A)
1. (A)
1. (B)
3.10 GLOSSARY :
Word Meaning
Able Bodied A physically fit passenger selected by cabin crew to assist
Passenger in an emergency or security situation
Affirmative An affirmative word, phrase, or sentence expresses the
phrases validity or truth of a basic assertion, while a negative form
expresses its falsity
Air traffic ATC is a service provided by ground–based air traffic
control (ATC) controllers who direct aircraft on the ground and through
controlled airspace. The primary purpose of ATC worldwide
is safety. They also direct aircraft efficiently to minimize
delays. They manage the flow of aircraft into and out of the
airport airspace, guide pilots during take–off and landing,
and monitor aircraft as they travel through the skies. 39
Air Hostess and Autism spectrum Autism, or autism spectrum disorder (ASD), refers to a
disorder (ASD) broad range of conditions characterized by challenges with
social skills, repetitive behaviours, speech and nonverbal
communication
Assigned Allocated
Cerebral Palsy A condition marked by impaired muscle coordination (spastic
paralysis) and/or other disabilities, typically caused by
damage to the brain before or at birth
Compromised Come to an understanding, made concession
Discomfort To be uncomfortable, slightly painful
Distress Extreme anxiety, sorrow, or pain
Disembarkation Deplane, alight, get off
Downs syndrome A congenital disorder arising from a chromosome defect,
causing intellectual impairment and physical abnormalities
including short stature and a broad facial profile
Embarkation Getting on a plane, to get on the plane
Enhance Intensify, increase, or further improve the quality
Epilepsy A neurological disorder marked by sudden recurrent episodes
of sensory disturbance, loss of consciousness, or convulsions,
associated with abnormal electrical activity in the brain
Escorted Accompanied someone
Expelled Force (someone) to leave a place
Fragile X An X–linked inherited disorder that is characterized
syndrome especially by moderate to severe intellectual and
developmental disabilities
Guide Dog A dog that has been specially trained to help a blind person
travel around safely
Hearing A person who cannot hear, or cannot hear well
impairment
High value Precious, very important
Incapacity Physical or mental inability to do something or to manage
one's affairs
Intellectual A disorder with childhood onset that is characterized by
deficiency limitations in intellectual functions, such as reasoning and
learning, and difficulty carrying out the functions of daily
life
Impediment A hindrance or obstruction in doing something
Mandatory Required by law, compulsory
Multiple A chronic, typically progressive disease involving damage
Sclerosis to the sheaths of nerve cells in the brain and spinal cord
40
Muscular A genetic disease characterized by progressive deterioration Special Need
Passengers,
dystrophy and wasting of muscle fibres, causing difficulty in walking
Terminologies,
Overwhelmed have a strong emotional effect on Recommended Phrases,
Passenger Aid Require assistance at the airport and CIP, Deportees and
Unit (PAU) Prisoners
Psychiatric A mental impairment that substantially limits one or more
disability of the major life activities of an individual
Reduced mobility the ability to move physically has been reduced, movement
has been restricted due to several factors
Referred to is defined as to have directed to someone or something
Synthetic speech Speech that is produced by an electronic synthesizer activated
by a keyboard, enabling individuals who are incapable of
speech to communicate
Sign Language A system of communication using visual gestures and signs,
as used by deaf people
Terminology A general word for the group of specialized words or
meanings relating to a particular field
Vision A decrease in the ability to see to a certain degree that
impairment causes problems not fixable by usual means, such as
glasses.
3.11 ASSIGNMENT :
Research about special need passenger assistance in five different airlines.
Write down your findings, and suggest some recommendations.
3.12 ACTIVITY :
Go through the case study finger spelling alphabet on page 5. Try to
memorise it and practice with your family/friends.
3.13 CASE STUDY :

• The challenges of regulations, policies and procedures relating to
persons with disabilities
https://www.iata.org/contentassets/2b49b2da5064459c91bf9b599e84
ddd5/day2–workshop–prms.pdf
• The Ultimate Guide to Air Travel with a Disability
https://upgradedpoints.com/air–travel–with–a–disability/
• The VIP experience : An untapped revenue opportunity within airports
Link for complete case study – https://www.internationalairport
review.com/article/89672/vip–experience–increasing–revenues/
The appeal of the airport lounge is waning, so airports must start looking
at how to broaden the number of accessible revenue streams. David Ellis and Tom
Hardiman from Egremont Group explain how the market is changing, with a case
study from Dublin Airport.
41
Air Hostess and The appeal of the airport lounge is clear from the passengers' point of view;
Cabin Crew Management it provides a quiet space to work, relax, get away from the hassle of the main
airport terminal. Yet these areas are increasingly becoming overcrowded due to
the proliferation of airline frequent flyer programmes.
While the concept of the airport lounge has evolved slightly in the past 20
years, the main innovations have focused on the look and feel rather than creating
a new experience.
Savvy travellers are voting with their feet and starting to distribute their
spending along the journey steps in different ways. This may mean buying a low–
cost flight but upgrading the airport experience with premium parking, fast–track
security and a pay–to–use lounge. It is this 'choose your own experience' that is
opening up a number of new revenue streams for the airports.
 The Opportunity for Airports :
Across the world all airports generate income from non–aeronautical
commercial revenue streams and this trend is now accelerating in the U.S.
Traditionally, this revenue has been earned from retail, car–parking and property.
Yet these traditional categories are facing their own pressures with the rise of
online retail eating away at traditional duty–free retail goods revenue and the
introduction of Uber and better transport links threatening car–park revenue.
Leading airports are tackling this by creating a differentiated passenger
experience, especially those that aspire to become, or already are, international
hubs. This is particularly evident in the investment and innovation in the food
and beverage offering to the extent that it is starting to overtake retail in terms
of concession rates and income in some smaller airports. However, this is just
the tip of the iceberg.
 Upgrading the Airport Experience :
As a first move, airports have begun to create pay–to–use lounges. A great
example of this is the 1903 lounge at Manchester Airport, recently voted the third
best airport lounge in the world. Available to any traveller these lounges
compliment overcrowded airline–owned lounges, offering passengers greater
choice irrespective of the ticket the passenger has bought. From a commercial
perspective, this model may be provided in house or through a lounge provider.
The VIP 1903 lounge at Manchester Airport
The 1903 lounge at Manchester Airport
An alternative solution is bundling various premium services : Car–parks,
fast track security and lounges; offering these services as part of a membership
scheme.
The biggest and most exciting trend is the complete overhaul of the
passenger experience, which streamlines the whole customer journey from arrival
at the airport right through to boarding the plane. Originally operated as a protocol
service for government officials and VIPs, this new end–to–end experience is
being commercialised and opened up for use by passengers willing to pay the
extra : The re–imagined VIP Service.
 What is a VIP Service and how can it Create Revenue ?
A VIP service is a dedicated facilitation service that has a separate entrance
to the airport, private terminal building which includes premium parking, private
and discreet fast–track check–in and security screening plus luxury individual
42
lounges. The final part of the journey to the aircraft is carried out in a chauffeur Special Need
driven limousine. Passengers,
Terminologies,
Interestingly, prices do vary; the most recent launch has been the Private Recommended Phrases,
Suite at LAX, very similar to the Heathrow proposition and priced around £3000. DPNA Code, VVIP, VIP
A conservative estimate would be that the VIP services could generate and CIP, Deportees and
between $10 million and $40 million revenue per year. In addition to charging Prisoners
passenger facilitation fees, the airport can also create further revenue or benefit–
in–kind from sponsorship and placement deals.
 But it's more than Revenue :
It is clear that a VIP service improves the experience for passengers who
are willing to pay and therefore generates revenue from this. However, this is not
the whole story. VIP services can also support airport strategies in other ways,
i.e. by acting as the key example of an airports desire to innovate and improve
the overall customer experience.
The VIP service also plays a role in supporting the local economy. It can
act as a key facilitation role for the business and government community. For
example, one particular airport sees a VIP facility service as vital for supporting
the growing film industry in the region. The VIP service can support the
facilitation of people flying in for regional events, assist in the promotion of
tourism, and facilitate high–profile groups such as sports teams.
 Moving Forward :
As airports get bigger and busier the VIP proposition will continue to
evolve; developing a wider variety of specific products and price points to meet
local demand. Some of the propositions could well be based more on ease and
efficiency than the exclusivity of existing offers. More airports will consider
whether a tailored VIP proposition can complement their range of premium
products and passenger choices.
One word of caution, it doesn't matter how shiny the new private terminal,
if it doesn't link seamlessly with the existing airport it won't work and if the
passengers are not made to feel special they will quickly go elsewhere.

• Allergen sensitive passengers
https://www.iata.org/contentassets/ccbdc54681c24574bebf2db2b
18197a5/allergen–sensitive–passenger.pdf
• Special assistance for special need passengers – Emirates
https://www.emirates.com/in/english/before–you–fly/health/special–
needs/
• Flying with Disability – Aviation Guidelines in India
https://www.canefoundation.org/flying–with–disability–aviation–
guidelines–in–india/
• Special Need Passengers
https://www.latamtrade.com/en_uk/procom/inf
• AN A–Z OF AVIATION DEFINITIONS
https://www.aircharterservice.com/about–us/news–features/blog/an–a–
z–of–aviation–definitions
43
Air Hostess and • SPECIAL ASSISTANCE – SpiceJet
https://www.spicejet.com/specialassistance.aspx
• Airport Guide – Facilities for your comfort at Delhi Airport
https://www.newdelhiairport.in/airport–guides/special–assistance–prm
• Book – Practical Aviation Security 3rd Edition by Jeffrey Price and
Jeffrey Forrest
44
Special Need
BLOCK SUMMARY :
Passengers,
Terminologies,
This block gives students details about Galleys, Working in the Galley,
Recommended Phrases,
Cabin crew serving the flight deck, Airline meal, Catering of Inflight meals,
Special meal, Pre–flight check for different class of travel, General duties after and CIP, Deportees and
take–off, Duties during descent, Duties after landing, Meal service on an aircraft, Prisoners
Timings of meals served inside, Meals on India based Airlines (Full service
Airlines), Pre–order meals on India based Airlines (Low cost Airlines), Importance
of meal codes, Alcoholic beverages served inflight, Non–Alcoholic beverages
served inflight, Crockery and cutlery used inflight, Airline Waste Management,
Passengers who need special attention, Cabin crew training, Terminologies to
understand during flight booking, Phrases recommended to address special need
passengers, Few points to be aware of around special need passengers, DPNA
code, VVIP (Very Very Important Person) and VIP (Very Important Person), CIP
(Commercially Important Person), and Deportees and Prisoners.
45
Air Hostess and
BLOCK ASSIGNMENT :
1. Which was the first airplane with a planned galley for food service ?
2. What is the difference between alcoholic and non–alcoholic drinks ?
3. Are complete meals cooked on the aircraft ?
4. What is the full form of CIP ?
5. What is the main difference between a full service and low cost
airline ?
1. What are the duties of a galley operator ?
2. What are the general duties for cabin crew in all three travel class ?
3. What are the Cabin crew general services in Business class cabin ?
4. What kind of training is given to the Cabin crew to handle
Passengers with special needs ?
5. What are the different cutlery, crockery, and glassware used in
inflight meal services ?
46
AIR HOSTESS AND

AHMEDABAD
Editorial Panel

India

Principal
Science, Rajasthan
&
Vasudha Parkhi

ISBN 978-81-949223-4-6
Edition : 2020

Organisation.
Acknowledgment





reduce this.

learning.

PREFACE
Contents
BLOCK 4 : PARTS OF AN AIRCRAFT, EMERGENCIES, FIRST
AID, INFLIGHT SERVICES, PASSENGER TRAVEL
Unit 1 Parts of an Aircraft, Interior and Exterior Lights
Introduction, Parts of an Aircraft, Some of the Basic
Parts of An Aircraft, Aircraft Exteriors, Aircraft Exterior
Parts and its Functions – Wing Assembly, Aircraft
Exterior Parts and its Functions – Empennage/Tail
assembly, Aircraft Interiors, Different Parts of Interiors
of an Aircraft, Communication System, Aircraft
Communication, Communication System in an Aircraft,
Lighting System, Exterior/External Lights, Internal
Lights, Emergency Lights, Air Traffic Control (ATC)
Unit 2 Emergency Equipment and Emergencies Inflight,
First Aid
Introduction, Emergency and Safety Equipment, List of
Safety Equipment, Emergency and Safety Equipment
Check Before a Flight, Emergency and Safety Equipment
Check by Cabin Crew, Emergency Briefing, Briefing
Passengers Before Take–off, Exit Row Seats General
Briefing given to Passengers, Emergencies on Board an
Aircraft, Emergency Evacuations, Decompression/
Depressurization, Uncontrolled Fire, Use of First Aid Kit
and Physician's Kit in the Aeroplane, Procedure to
Assess a Passenger in Distress, First Aid Kit, Physician's
Kit, The Role of Cabin Crew in Aircraft Safety Procedures
and Emergency Situations, Regular Safety and Security
Check, Evacuation Slides, Gene ral Emergency
Evacuation Guidelines for Crash Landing and Ditching,
Crash Landing – Emergency Evacuation on Land,
Ditching – Preparation for an Emergency Evacuation on

Water, When Cabin Crew takes Independent Decision,
Bomb Threat/Scare, Terrorism, Dangerous Goods, and
Hijacking, Bomb Threat/Ccare, Terrorism and Counter
Terrorism, Dangerous Goods, Hijacking an Aircraft
Unit 3 Cabin Crew Eligibility and Training, Cabin Crew
Duties and Documentation, Passenger Information
List, Inflight Announcements
Introduction, Requirements for the job of a Cabin Crew,
Eligibility Criteria for Cabin Crew, Essential Skills
Required for a Successful Career as an Air Hostess/
Cabin Crew, How to Apply for Cabin Crew Job, Cabin
Crew Training, Training for Different Emergency
Situatio ns, Duration of Training, Dutie s and
Responsibilities of a Cabin Crew, Duties for Cabin Crew,
Flight Crew on Board an Aircraft, Flight Deck Crew and
Cabin Crew, Hierarchy of Flight Crew, Hierarchy of
Flight Deck/Cockpit Crew, Hierarchy of Cabin Crew/
Flight Attendant, Chain of Command During an
Emergency, Cabin Crew Requirement on an Aircraft,
Minimum Cabin Crew Requirement on a Flight, Cabin
Crew Documentation, Documentation for Domestic
Airline, Documentation for International Airline,
Documentation Handled by Cabin Crew on an Aircraft,
General Declaration, Cabin Crew Breaks During a
Flight, Cabin Crew Breaks in Flight on Very Long
Flights, Cabin Crew Uniform, Importance of Cabin Crew
Unifo rm, Inflight Announceme nts, Inflight
Announcements by Cabin Crew, Tips for making
Announcements, Announcements are made during,
Passenger Information List (PIL), Passenger Information/
Manifest List
Unit 4 Departure and Arrival Procedure for Passengers,
Inflight Service Post Lockdown – Covid-19
Introduction, Process of Air Travel for Passengers,
Process of Boarding a Plane at an Airport, Once a
Passenger is on the Plane, Arrival Procedure, Passenger
Control Unit (PCU), Features of PCU, Passenger Service
Unit (PSU), Features of PSU, COVID–19, Effects of
COVID–19 Pandemic on Aviation Industry Worldwide,
COVID–19 in India
Air Hostess and

BLOCK 4 : PARTS OF AN AIRCRAFT, EMERGENCIES, FIRST
AID, INFLIGHT SERVICES, PASSENGER TRAVEL
UNIT 1 PARTS OF AN AIRCRAFT, INTERIOR AND EXTERIOR

LIGHTS
UNIT 2 EMERGENCY EQUIPMENT AND EMERGENCIES INFLIGHT,

FIRST AID
UNIT 3 CABIN CREW ELIGIBILITY AND TRAINING, CABIN CREW

DUTIES AND DO CUMENTATION, PASSENGER
INFORMATION LIST, INFLIGHT ANNOUNCEMENTS
UNIT 4 DEPARTURE AND ARRIVAL PROCEDURE FOR

PASSENGERS, INFLIGHT SERVICE POST LOCKDOWN–
COVID-19
PARTS OF AN AIRCRAFT,
EMERGENCIES, FIRST AID,
INFLIGHT SERVICES,
PASSENGER TRAVEL
In this block, the students will be given a background about Parts of an

Aircraft, Aircraft Exteriors, Aircraft Interiors, Communication System, Lighting
System, Emergency and Safety Equipment, Safety Equipment check before a
flight, Emergency Briefing, Emergencies on board an Aircraft, Use of First Aid
kit and Physician's kit in the Aeroplane, The Role of Cabin Crew in Aircraft Safety
Procedures and Emergency situations, and Anti–Terrorism, Bomb threat/Scare,
Dangerous Goods, and Hijacking, Cabin Crew duties and documentation, Passenger
Information List, Inflight announcements, Departure and Arrival procedure for
Passengers, and Airline services globally during COVID–19.
The block explains about the different parts of an aircraft both internal and
external, duties carried out by the cabin crew in the cabin, duties before take–
off, during a flight, before and after landing, general services in all three travel
class, and services during COVID–19. By going through this block, students will
understand the different emergencies that could take place while on board an
aircraft, and how cabin crew handle these challenging situations.
Block Objectives :
Some of the basic parts of an aircraft, Aircraft exterior parts and its
functions, Different parts of Interiors of an Aircraft, Aircraft Communication,
Communication system in an aircraft, Exterior/External lights, Internal lights,
Emergency lights, List of Safety equipment, Emergency and Safety check by
Cabin crew, Briefing passengers before take–off, Exit row seats general briefing
given to passengers, Emergency evacuation, Decompression/Depressurization,
Uncontrolled fire, Process to assess a passenger in distress, First aid kit,
Physician's kit, Regular Safety and Security check, Evacuation slides, General
emergency evacuation guidelines for Crash landing and Ditching, Crash landing
– Emergency evacuation on land, Ditching – Preparation for an emergency
evacuation on water, When Cabin crew takes independent decision, Bomb threat/
scare, Terrorism and Counter terrorism, Dangerous goods, Hijacking an Aircraft,
Air Traffic Control, Eligibility criteria for Cabin crew, Essential skills required
for a successful career as an Air Hostess/Cabin crew, How to apply for a Cabin
crew job, Training for different emergency situations, Duration of training, Duties
for Cabin crew, Flight deck crew, Cabin crew, Hierarchy of Flight deck, Hierarchy
of Cabin crew, Chain of command during an emergency, Minimum Cabin crew
requirement on a flight, Documentation for Domestic Airlines, Documentation for
International Airlines, Documentation handled by Cabin crew on an aircraft,
General Declaration, Cabin crew breaks inflight on very long flights, Importance
of Cabin crew Uniform, Inflight announcements by Cabin crew, Tips for making
announcements, Announcements are made during, Passenger Information List,
Process of boarding a plane at the airport, Once the passenger is on the plane,
Arrival procedure, Features of PCU, Features of PSU, Effects of COVID–19
pandemic on Aviation Industry worldwide, and COVID–19 in India.
Block Structure :
Unit 1 : Parts of an Aircraft, Interior and Exterior Lights
Unit 2 : Emergency Equipment and Emergencies Inflight,

First Aid
Unit 3 : Cabin Crew Eligibility and Training, Cabin Crew Duties

and Documentation, Passenger Information List, Inflight
Announcements
Unit 4 : Departure and Arrival Procedure for Passengers, Inflight

Service Post Lockdown – Covid-19
UNIT Parts of an Aircraft, Interior
01 and Exterior Lights
UNIT STRUCTURE
1.1 Introduction
1.2 Parts of an Aircraft
1.2.1 Some of the Basic Parts of An Aircraft
1.3 Aircraft Exteriors
1.3.1 Aircraft Exterior Parts and its Functions – Wing Assembly
1.3.2 Aircraft Exterior Parts and its Functions – Empennage/
Tail assembly
1.4 Aircraft Interiors
1.4.1 Different Parts of Interiors of an Aircraft
1.5 Communication System
1.5.1 Aircraft Communication
1.5.2 Communication System in an Aircraft
1.6 Lighting System
1.6.1 Exterior/External Lights
1.6.2 Internal Lights
1.6.3 Emergency Lights
1.6.4 Air Traffic Control (ATC)
1.7 Let Us Sum Up
1.9 Glossary
1.10 Assignment
1.11 Activity
1.12 Case Study

Parts of an Aircraft, Aircraft Exteriors, Aircraft Interiors, Communication
System, and Lighting System.
1.1 INTRODUCTION :
When we look at a plane, we only see the exterior of the aircraft and may
recognise a few parts of the plane, like the windshield, the wings, and the engines.
When we think of the inside of a plane, most of us think of the cabin where the
1
Air Hostess and passengers sit, and the cockpit where the pilots sit. There are several components,
Cabin Crew Management like the lighting system and communication system that make it safe for an
airplane to fly, which we will try to understand more in depth, in this unit.
1.2 PARTS OF AN AIRCRAFT :

1.2.1 Some of the Basic Parts of an Aircraft :
Cockpit/Flight deck : The cockpit holds the control of an airplane.
Modern aircraft cockpits have a number of vital instruments for controlling the
airplane, both on the ground and when flying.
Fuselage : It is a long cylindrical hollow tube, also known as the body of
the airplane and is one of the major aircraft parts, which holds the passengers
along with cargo. This area includes the cockpit, which is the forward part of the
fuselage. Fuselage connect the major parts of an airplane together. Modern
aircraft fuselage may accommodate up to 800 passengers in economy class (e.g.
A380) and up to 112,700kg cargo (e.g. B747–400ER).
Power plant : The power plant of an airplane structure includes the engine
and the propeller. The engine itself is a complicated system comprised of many
smaller parts like cylinders, fans, and pistons. Together, these aircraft engine parts
work to generate the power or thrust, to lift the aircraft off the ground.
Wings : They are also commonly known as foils, the aircraft parts that are
absolutely necessary for flight. The airflow over the wings is what generates most
of the lifting force necessary for flight. Along with the large wings that starts from
the middle of the fuselage, the wings also include two smaller ones, at the tail.
Wings generate lift, and control the airflow while flying. Wing design is a crucial
factor in aviation : a wing is designed to reduce drag at the leading/forward edge,
produce lift and manage airflow using the trailing/rear or aft edge. Furthermore,
while gliding (i.e. without engine power), the wings allow the pilot to increase
and decrease the descent rate.
Empennage : It is at the tail end of the aircraft, and is also known as the
tail assembly or tail section. It helps with the stability of the plane and consists
of a horizontal stabilizer, a vertical stabilizer, elevators and rudders.
Example of parts of an Aircraft and its functions (NASA)

Landing gear/Undercarriage : The undercarriage, is also known as
landing gear which is retractable, provides a platform for the aircraft to stand,
2
as well as plays an important role in taxiing, landing and take–off. The landing Parts of an Aircraft,
gear includes shock absorbers for a smooth landing and take–off, as well. Planes Interior and
commonly have three wheels in a tricycle configuration, two in the middle of the Exterior Lights
plane, and a third wheel which is at the front of the plane and is called a nose
wheel.
1. Where would you find Rudder on an aircraft ?
(a) Wing (b) Tail (c) Inside the aircraft
1.3 AIRCRAFT EXTERIORS :

To carry the weight of the aircraft the external parts play a very important
role.
1.3.1 Aircraft exterior parts and its functions – Wing assembly :
Flaps : It is located at the back of the wing, the flaps are included to help
increase the lift of the plane into the air. These flaps are fitted to trailing (aft)
edge of the wing sections. These flaps extend out from the wing and increase
the camber of the wings aerofoil so that it can lift at low speeds, which is vital
to landing successfully. Flaps adjust the camber of the wings, increasing lift. Flaps
are normally fitted at the trailing edge of the wings.
Winglets : Allows the wings to be more efficient at creating lift, thus
requiring less power from the engines.
Ailerons : They are the hinged surfaces of wings that helps in controlling
lateral balance. These work to move the aircraft left or right by allowing the plane
to roll in the desired direction. The ailerons work asymmetrically when flying,
which means when the right aileron goes up, the left one goes down. When the
right goes down, the left aileron goes up. Ailerons increase or decrease lift
asymmetrically, in order to change roll, thus move the aircraft left or right while
flying.
Slats : They are identified as the front portion of the wing. They are
adjustable so the pilot can alter the slat to the desired level during lifting off, of
the entire plane. Slats are fitted at the leading edges of the wings, and deploying
them increases the angle of attack of the wings, allowing the pilot to increase
the lift generated by the wing.
Spoilers : They are located on the top surface of the wing and can be
extended upward to reduce airflow. The whole concept of the spoiler is to
intentionally spoil the air speed, reduce the lift of the plane so that it can land
properly. Spoilers adjust the camber of sections of the wings, decreasing lift.
Spoilers are fitted on top of the wings, and are used to reduce lift on a section
of the wing in a controlled manner. Spoilers are useful for decreasing lift without
increasing the airspeed of the airplane or without increasing drag significantly.
Pylons : They are placed on the wings of the aircraft between the wing
and the engine. Its main job is to help stabilize the airflow behind the wing.
Without pylons, the drag on the wing will reduce the aircraft's speed and overall
performance.
Propeller : Most aircraft have at least one propeller to thrust the plane
forward at a specific pitch, depending on the angle of the propeller blades. In
3
Air Hostess and smaller aircrafts, you will see the large propeller (fan) blades on the front of the
Cabin Crew Management nose. For commercial crafts, these tend to be fitted into the wings of the plane.
Engine/Power plant : The engines is also known as the power plant of
the plane. This is the part of the plane that works to generate thrust, to lift the
plane into the sky. The engine also creates hydraulic and electric power which
the plane uses to operate. Engines generate thrust and provide hydraulic and
electric power. Modern aircraft are employed with different types of engines,
although jet engines are favoured by most commercial airliners.
Example of an Aircraft Engine and Landing gear (partial view)

1.3.2 Aircraft Exterior Parts and its Functions – Empennage/Tail assembly :
Elevator : The elevators are hinged surfaces that are fitted to the trailing
edge/rear of the horizontal stabilizers, which work to control the pitch motion
of the craft. These work as a symmetrical pair, when the elevators go up, the
aircraft goes up. When the elevators go down, the aircraft goes down.
Rudder : It is responsible for controlling the yaw motion of the aircraft,
which is the side to side movement of the nose of the craft. Rudder as a hinged
section at the rear of the vertical stabilizer of the plane. When the rudder is turned
to the left, the aircraft turns to the left in the horizontal plane, when the rudder
is turned to the right, the aircraft turns to the right. The rudder is used to turn
the aircraft left or right on the ground, as well.
Example of lateral, longitudinal and directional stability
4
Horizontal Stabilizer : There is a horizontal wing–like structure at the tail Parts of an Aircraft,
of the plane that protrudes/sticks out. These are the horizontal stabilizers which Interior and
help to keep the aircraft's equilibrium and stability when flying up and down by Exterior Lights
providing a mini wing at a certain distance from the main wings (typically at the
back of the aircraft). This smaller wing produces enough lift to control the pitch
of the aircraft and maintain its stability. Although an aircraft without a horizontal
stabiliser could fly with wings only, controlling its pitch and airspeed would be
difficult, as pitch and, later on airspeed can be easily disturbed by air conditions.
As soon as the aircraft pitches up, the tendency is to continue pitching up even
further and decrease airspeed, and as soon as the aircraft pitches down, the
tendency then is to continue pitching down even further and increase airspeed.
An aircraft with a horizontal stabiliser, however, could be flown hands free
(once correctly set) without affecting its pitch and speed.
Vertical Stabilizer : On the tail section of the plane, there is a shark–like
fin which is called the vertical stabilizer. This helps to prevent lateral movements
of the aircraft which could easily lead to slippage, making the plane uncontrollable
to handle. The vertical stabiliser prevents lateral movements of the airplane.
Without a vertical stabiliser, most aircraft would lose lateral control, tend to slip,
increase drag, and become uncontrollable.
1. What are engines also known as ?
(a) Power plant (b) Stabiliser (c) Controls
1.4 AIRCRAFT INTERIORS :

The interior of an aircraft extends from the ceiling to the floor, as well as
the walls of the cabin, and is arranged in an archway shape.
The cabin consists of several components, such as cabin, galleys, passenger
seats, lavatories etc.
1.4.1 Different Parts of Interiors of an Aircraft :
Cabin : An aircraft cabin is the section of an aircraft in which passengers
travel. At cruising altitudes of modern commercial aircraft, the surrounding
atmosphere is too thin for passengers and crew to breathe without an oxygen
mask, so cabins are pressurized at a higher pressure, to be the same as sea level.
Cockpit/Flight Deck : A cockpit or flight deck is the area, which offers
visibility to the front and sides, near the front of an aircraft, from where pilots
control the aircraft.
Galley : Kitchen of the aircraft is called Galley. Food and drink items are
stored in the galley, to be served to the passengers. Galley usually comes with
a Counter top (table), and sink with water outlets.
5
Air Hostess and
An aircraft Kitchen is known as the Galley,

and the picture is from a Lufthansa A380
 Some equipment in the picture is explained below :
• Food Oven : The door with a black knob in the middle of the picture.
• Coffee Machine : With the pot, in the right side of the picture.
• Large Trolleys : Filled with food and/or drinks, on the floor. Weight about
25 kg empty.
• Trash Bin : The darker grey unit on the right on the floor. Wheeled off
like everything else. Some have electric trash compactors, as well in trolley
format.
• Fuse Panel : Located in the middle along the top row. There is a fair bit
of power going into this area.
• Smaller Storage Containers : That can handle drinks or bottles, for
instance.
• General Storage Space : The galley also provides a bit of space for
anything from the children's toys and newspapers to emergency equipment.
You can see some compartments for this in the upper–left corner and a
symbol that a smoke hood is stored in one of them.
Lavatories : An aircraft lavatory or washroom, is a small room on an
aircraft with a toilet and sink. The toilet, sink and countertop are often made of
moulded plastic or stainless steel. Floor is usually of a non–slip surface.
You could also find a mirror, Waste bin, Baby nappy changing board,
Smoke detector, Fire extinguisher, and Overhead compartment with oxygen mask.
• https://www.youtube.com/watch?v=zt8ION72Myg
(Link to Aircraft Toilet Tour (…ã¢…G ÜU¢ Å¢ò²HïÅ ÜUñ„¢ ã¢ï¼¢ ãñ) How to use
Aircraft Toilet ?)
 Cabin Doors :
Exit Doors : The plug door (Air pressure–sealed door technology) relies
on the airplane's cabin pressure to keep it shut and sealed. These doors are known
as "self–sealing doors". The higher air pressure inside the cabin while the aircraft
is in air, keeps the door sealed to the airplane body. This prevents accidental
opening of the door.
Cabin door connecting the cabin to cockpit : Locking/unlocking
mechanism is the main component of this cabin door. The locking/unlocking
mechanism unlocks the cabin door in case of a pressure discrepancy between the
6
cockpit and the cabin. Due to security reasons, Cockpit door remains close most Parts of an Aircraft,
of the time, and requires special permission to enter, even for the cabin crew. Interior and
Exterior Lights
 Cabin Windows : A cabin window consists of three panes :
(1) An outer pane made of polycarbonate material on the outside of the
fuselage.
(2) An in–between pane which has a little hole in it to remove condensation.
(3) An inner, non–structural plastic pane called a scratch pane, seen inside the
cabin.
A cabin window has a shade which can be closed and opened/Pushed up
and down.
Overhead bin/Storage bin : The Overhead bin or storage bin, allows
passengers to store cabin baggage. The typical dimensions for a carry–on bag are
9 inches x 14 inches x 22 inches (22 cm x 35 cm x 56 cm).
Passenger seat : Airline seats have reclining mechanism for increased
passenger comfort, either reclining mechanically (usually in economy class and
short–haul first and business class) or electrically (usually in long–haul first class
and business class). Most aircraft also feature trays for eating and reading, either
in the seatback which folds down to form a small table in most economy class
seats, or inside the armrest which folds out in most first class, business class,
bulkhead, and exit row seats.
Passenger Control Unit (PCU) : A PCU makes it possible for passengers
to manage In–flight Entertainment (IFE), delivered to them on the aircraft.
The passenger control unit generally includes a display panel, a controller,
a memory, a USB interface and a user input mechanism.
Passenger Service Unit (PSU) : A PSU generally contains Reading lights,
Loudspeakers, Fasten Seatbelt signs, No smoking signs, Cabin crew Call button,
Air condition vents, and automatically deployable oxygen masks.
1.5 COMMUNICATION SYSTEM :

1.5.1 Aircraft Communication :
Traditional aircraft communications are based on analog voice on either
a Very High Frequency (VHF) or High Frequency (HF) radio waves. Aircraft that
are intended to transport passengers are equipped with radios that allows analog
voice communications. Analog Communication is a data transmitting technique
in a format that utilizes continuous signals to transmit data including voice,
image, video, electrons etc. The standard method of communication between an
air traffic controller and a pilot is voice radio, using either VHF bands for line–
of–sight communication, or HF bands for long–distance communication.
1.5.2 Communication System in an Aircraft :
Service Interphone System : This system is used by the cabin crew and
pilots while interacting with each other using attendant handset (phone).
Flight Interphone System : This system allows the cockpit crew to
interact with each other and outside the aircraft.
Passenger Address System (PA) : The Public address or passenger
address system allows cockpit and cabin crew to make announcements throughout
the cabin to the passengers.
7
Air Hostess and Cockpit crew can make announcements through any microphones, and it
Cabin Crew Management is heard through speakers located in the cabin and lavatories. Cabin crew can
make announcements through PA hand held microphones located at any of the
Jump seat panel. Cabin crew can also use PA system to play recorded music for
passenger entertainment.
These are the PA system audio priorities :
• The cockpit crew announcements
• Cabin crew announcements
• Pre–recorded announcements
• Boarding music
Passenger Call Bell : This is a call bell situated on the PSU for Cabin
crew assistance.
Lavatory Call Bell : This is a call bell in the lavatory, to be used if
required, like in case you feel sick and cannot open the lavatory door. Cabin crew
are trained to unlock the door from outside.
Passenger Signs : These are instructions given to the passengers, like
Fasten seat Belt sign, No smoking sign.
A chime (sound) is produced when the pilot switches on the Fasten
seat belt sign or the No smoking sign.
1. Cockpit is also known as :
(a) Cabin deck (b) Forward deck (c) Flight deck
1.6 LIGHTING SYSTEM :

1.6.1 Exterior/External Lights :
Aircrafts are equipped with a variety of lights that are used for navigation,
safety, and to improve visibility during flight or when taxiing on the ground. The
external lights on aircraft fall into two general categories. The first is navigation
lights or beacons that are always illuminated, while the aircraft is in operation.
A second type includes, take–off and landing lights that are used to improve
visibility when the plane is close to, or on the ground.
Navigation Lights : Most modern aircraft are equipped with a steady light
near the leading (forward) edge of each wingtip. When facing forward from the
perspective of the pilot, the light on the right (Starboard side) wingtip is green,
and that on the left (Port side) wingtip is red. The different colours make it
possible for an outside observer, such as the pilot of another aircraft, to determine
which direction the plane is flying. These navigation lights are most useful at
night when it is more difficult to tell the direction the plane is flying.
Navigation or Position Lights : In addition to the red and green lights,
most planes are also fitted with other steady white navigation lights in various
locations. Large aircrafts especially, will often have such lighting on the trailing
(aft or rear) edge of each wingtip. These lights are also sometimes placed along
the trailing edges of the horizontal tail. Another location is at the very aft end
of the fuselage or at the top of the vertical tail. One of these latter lights placed
along the aircraft centreline is especially common on smaller aircrafts and private
8
planes. Whatever the location, the purpose of these steady white lights is to Parts of an Aircraft,
improve the plane's visibility from behind the aircraft. Interior and
Exterior Lights
Anti–Collision Beacon Lights : Two beacon lights are fitted to aircraft
near the center of the fuselage. One is located on top of the fuselage and the other
on the bottom. These lights are coloured reddish orange and rotate to produce
a flashing light effect. The beacons are turned on just before the engines are
started for take–off, and they remain ON until the last engine is shut down, after
landing. The beacons help to serve as a safety warning to ground personnel that
the engines are still working.
Strobe Lights : These are high–intensity lights that flash a white–coloured
light, and are located on each wingtip. Smaller planes mostly are only equipped
with one strobe light, near the leading edge just behind the red or green navigation
light. Larger aircrafts may be equipped with an additional strobe at the trailing
edge as well. These flashing lights are very bright and intended to attract attention
during a flight. They are sometimes also used on the runway and during taxi to
make the plane more visible.
Logo Lights : These lights are not required but are common on most
commercial aircraft. The lights are usually located on the surface of or at the tips
of the horizontal stabilizer. The steady white lights are used to illuminate the
airline's logo painted on the vertical tail. While useful for advertising, the primary
purpose of these lights is safety, since the bright lights help to make the aeroplane
more visible.
Wing Lights : Many airliners feature lights along the root (closer to the
fuselage) of the wing leading edge that can be used to light up the wings and
engine pylons in flight. These lights may be used to make the plane more visible
during take–off and landing, or to inspect the wings for damage during a flight.
Pilots can also use the wing lights to inspect the wings and slats for any frozen
ice that might build up when flying through clouds.
Example of Exterior lights by AirlinerSpotter.com

Taxi Lights : A bright white lamp is located on the nose landing gear strut
(shock absorber) of most planes. This light is turned on whenever the aircraft is
in motion on the ground for greater visibility during taxi, take–off, and landing.
Landing Lights : Bright white landing lights are usually fitted to most
planes for better visibility during the landing approach. These lights can also be
used to illuminate the runway at poorly lit airports. They are often required for
night landings but also commonly used during the day as well to make the plane
more noticeable. While the usage of these lights is common, their location can
vary from plane to plane. Landing lights may be located in the wing root, in the
outboard wing, or somewhere along the forward fuselage. Some aircrafts are
equipped with multiple sets of landing lights in more than one of these locations.
9
Air Hostess and Runway Turnoff Lights : Usually located in the leading edge of the wing
Cabin Crew Management root (closer to the fuselage), these bright white lamps are intended to provide side
and forward lighting during taxi and when turning off the runway. These lights
are most useful at poorly lit airports, but are not necessary, otherwise. The lights
can also be used during a flight, if greater visibility is required.
Wheel Well Lights : Some planes are equipped with additional lights in
the nose and main gear wheel wells. These lights are provided primarily to assist
ground personnel in making pre–flight inspections of a plane at night.
1.6.2 Internal Lights :
Commercial aircrafts have a lighting system that illuminates the main
cabin, an independent reading lighting system so that passengers can read when
the cabin lights are off, and an emergency lighting system on the floor of the
aircraft to help passengers during an emergency.
Side Walls and Ceiling Lights : They are responsible for the illumination
of the whole cabin. The LED technology used nowadays has a long lifetime and
saves weight and energy.
Spot and Reading Lights : The spot and reading lights are used for
individual seat preferences.
Regular Signs : These are signs like lavatory occupied, no smoking, return
to seat, switch off electronic devices etc.
Cargo Compartment Light : The cargo compartment light is specially
designed for challenging environmental conditions of the aircraft cargo
compartment. The cargo compartment lighting is perfectly maintained and is
illuminated with the required brightness levels throughout the compartment.
1.6.3 Emergency Lights :
Emergency Signs : The Emergency Signs guide the passengers in case of
an emergency. Way guidance light/Floor Path Marking light, and Escape Hatch
lights will illuminate the cabin in case of emergency, so that the passengers can
be guided to the exits.
Example of Way guidance marking used by

passengers to find their way during an emergency
Evacuation Area Light : The Evacuation Area Light illuminates the area
where the escape slide will impact the ground, so the crew can see through the
window of the door, if it is safe to open the door.
Emergency Power Supplies (EPSU) : The function of the EPSU is to
power the emergency lights and signs, in case of emergency, in case the normal
10
aircraft power is lost. No aircraft power is needed in such a case, as the units Parts of an Aircraft,
are equipped with an energy storage. Interior and
Exterior Lights
1.6.4 Air Traffic Control (ATC) :
An Air Traffic Control tower (ATCT) is located at every airport that has
regularly scheduled flights. Towers handle all take–off, landing, and ground
traffic. On a normal day, at any given moment, Flight Radars would be tracking
anywhere between 8,000 to 20,000 (or more) planes mid–flight.
Air traffic controllers are responsible for the safe, orderly, and expeditious
flow of air traffic in the global air traffic control system. They are usually
stationed in air traffic control centres and control towers on the ground. They
monitor the position, speed, and altitude of aircraft in their assigned airspace
visually and by radar, and give directions to the pilots by radio.
1. Logo light and Landing lights are the same.
2. All interior and exterior lights are ON throughout the flight.
1.7 LET US SUM UP :

• Some of the basic parts of an aircraft
• Aircraft exterior parts and its functions
• Different parts of Interiors of an Aircraft
• Aircraft Communication
• Communication system in an aircraft
• Exterior/External lights
• Internal lights
• Emergency lights
• Air Traffic Control (ATC)

1. (B)
1. (A)
1. (C)
1. (B), 2. (B)
11
Air Hostess and
1.9 GLOSSARY :
Word Meaning
Adhesive tape A narrow strip of glue/gum, typically used to hold or fasten
something
Airspace marking the region of the atmosphere above a plot of ground, to
which the owner has rights or access
Adverse Harmful, not favourable
Avert Prevent, stop from happening
Alert Quick to notice, vigilant
Airborne Flying in the air
Camber Camber is the asymmetry between the two acting surfaces
of an aerofoil
Components Parts
Condensation The conversion of a vapour or gas to a liquid
Configuration an arrangement of parts in a particular combination
Convey Pass on (like message)
Commencement Beginning
Course of Action Plan of action, step by step action
Crucial Very important
Critical Seeing different sides before making the best possible
decision
Discrepancy Mismatch between two or more things
Fin Is also known as the vertical tail, and is a part of an
aircraft's empennage.
Features Special qualities
Fwd Term used in airlines for Forward/Front portion of an
aircraft
Flammable Something that can easily catch fire
Hinged Attached or joined to something
Hydraulic power Hydraulic systems are used on aircraft to move and operate
landing gear, flaps and brakes. Hydraulics is used because
they are able to transmit a very high pressure or force with
a small volume of hydraulic oil.
Hazard Danger or risk
Inflate a slide Slides inflates with an initial boost from a canister of
compressed carbon dioxide and nitrogen during an
emergency evacuation
Initiate Take lead, to be the first to start something
12
Jump seat Seat used by Cabin crew in an aircraft while on duty Parts of an Aircraft,
Interior and
Jurisdiction The extent of the power to make legal decisions and Exterior Lights
judgements.
Liaison Communication or cooperation which facilitates a close
working relationship between people or organizations.
Lateral balance The lateral center of gravity may become important if the
fuel is not loaded evenly into tanks on both sides of the
aircraft wings
Lanyard Is a piece of rope
Military Army or defence base or unit
installations
Multiple sets More than one set
Malfunction Fail to function normally
Pitch Aircraft nose up or nose down
Piston An aircraft piston engine, also commonly referred to as a
reciprocating engine or "recip", is an internal combustion
engine that uses one or more reciprocating pistons to
convert pressure into a rotational motion.
Protrude Sticks out, extends beyond or above a surface
Route A way or course taken in getting from a starting point to
a destination
Smoke detector A smoke alarm or a smoke detector is a device fixed to the
ceiling of a room which makes a loud noise if there is
smoke in the air, to warn people.
Trap door Is fitted in front of cockpit entrance with a sliding sheet
hidden on the floor. If the pilot suspects of imminent
danger, they can open the door and trap the suspect, who
will fall into the security cell below
Yaw Twist or oscillate about a vertical axis
1.10 ASSIGNMENT :
Research different aircraft types and their lighting system, both external
and internal. List down for quick reference.
1.11 ACTIVITY :
Read about different parts of an aircraft, and list down the ones you can
remember without looking. Then check to see how many you have got correct.
Do the exercise again, till you get more and more, right.
1.12 CASE STUDY :

• Case Study about Air India Express crash in August 2020 || v²¢ ãé¥¢ ƒ¢
Air India ÜUï „¢ƒ)
https://www.youtube.com/watch?v=jop2V8FJcHQ
13
Air Hostess and
• How Air Traffic Control Works
https://science.howstuffworks.com/transport/flight/modern/air–traffic–
control.htm
• Book – Introduction to Aircraft Design South Asia Edition (English,
Paperback, Fielding John P)
14
UNIT Emergency Equipment and
02 Emergencies Inflight, First Aid
UNIT STRUCTURE
2.1 Introduction
2.2 Emergency and Safety Equipment
2.2.1 List of Safety Equipment
2.3 Emergency and Safety Equipment Check Before a Flight
2.3.1 Emergency and Safety Equipment Check by Cabin Crew
2.4 Emergency Briefing
2.4.1 Briefing Passengers Before Take–off
2.4.2 Exit Row Seats General Briefing given to Passengers
2.5 Emergencies on Board an Aircraft
2.5.1 Emergency Evacuations
2.5.2 Decompression/Depressurization
2.5.3 Uncontrolled Fire
2.6 Use of First Aid Kit and Physician's Kit in the Aeroplane
2.6.1 Procedure to Assess a Passenger in Distress
2.6.2 First Aid Kit
2.6.3 Physician's Kit
2.7 The Role of Cabin Crew in Aircraft Safety Procedures and Emergency
Situations
2.7.1 Regular Safety and Security Check
2.7.2 Evacuation Slides
2.7.3 General Emergency Evacuation Guidelines for Crash Landing
and Ditching
2.7.4 Crash Landing – Emergency Evacuation on Land
2.7.5 Ditching – Preparation for an Emergency Evacuation on
Water
2.7.6 When Cabin Crew takes Independent Decision
2.8 Bomb Threat/Scare, Terrorism, Dangerous Goods, and Hijacking
2.8.1 Bomb Threat/Ccare
2.8.2 Terrorism and Counter Terrorism
2.8.3 Dangerous Goods
2.8.4 Hijacking an Aircraft
2.9 Let Us Sum Up
15
Air Hostess and 2.10 Answer for Check Your Progress
2.11 Glossary
2.12 Assignment
2.13 Activity
2.14 Case Study

Emergency and Safety Equipment, Emergency and Safety Equipment
check before a flight, Emergency Briefing, Emergencies on board an Aircraft, Use
of First Aid kit and Physician's kit in the Aeroplane, The Role of Cabin Crew
in Aircraft Safety Procedures and Emergency situations, and Anti–Terrorism,
Bomb threat/Scare, Dangerous Goods, and Hijacking.
2.1 INTRODUCTION :
Aviation safety is of utmost importance to the people on board, and the
airlines. Cabin crew is trained in handling all kinds of emergencies that could
occur on board an aircraft, as this is one of their most important responsibilities.
An emergency situation that needs to be handled by a Cabin crew ranges from
providing medical attention to a sick passenger, to emergency landing on land
or water, to a bomb threat and hijacking.
Cabin crew have to understand how to respond to aircraft emergencies,
identify flight crew instructions for planned emergency landing/ditching, explain
procedures for preparing and evacuating the cabin for a planned emergency
including Crash landing and Ditching, and explain to Able Bodied Passengers
how to deal with an unplanned emergency. This is why the Cabin crew is trained
to be always alert and vigilant.
2.2 EMERGENCY AND SAFETY EQUIPMENT :

2.2.1 List of Safety Equipment :
Asbestos Gloves : These gloves are used to protect hands from heat burns
especially during firefighting. Asbestos gloves are found in the cockpit and cabin.
Crash Axe/Fire Axe : This axe is used for firefighting, and is located in
the cockpit. It has an insulated handle
to protect against electric shocks,
especially while cutting live wires to
prevent short circuits. It could also be
used to break down exit doors that
are blocked, especially in case of a
fire related emergency.
Smoke Goggles : These are
thick goggles that are located in the
cockpit, to protect eyes from smoke,
and help fight fire in the cockpit.
Example of Firefighting Equipment

16
Megaphone : It is a hand held loudspeaker that is used by cabin crew to Emergency Equipment
direct passengers during emergencies. There are usually two megaphones in an and Emergencies
aircraft, which are located at the forward/fwd (front portion of an aircraft) and Inflight, First Aid
aft (rear portion of an aircraft) main door stations.
Fire Extinguisher : There are three types of Fire extinguishers :
Halon Fire Extinguisher : Halon extinguishers contain liquefied gas
under pressure, and are used on electrical, fuel, and grease fires and basically
stops the fire. Halon can be used to put out all kinds of fire. These fire
extinguishers are found throughout the aircraft, both in the cockpit and cabin.
Water Fire Extinguisher : This kind of extinguisher is used on fires which
are best controlled with water by cooling the material below its ignition
temperature, and soaking the material to prevent re–ignition. This can only be
used in non–electrical material such as wood, coal, paper, straw, and textile.
CO2 Fire Extinguisher : They are high pressure cylinders that are
primarily used to put out electrical fires.
Emergency Oxygen system : Continuous Flow System (Automatic) –
During decompression, when the aircraft altitude reaches 14,000 feet, the pressure
sensitive control unit senses it and allows the mask to drop down automatically
from the PSU in a pressurized aircraft. Depressurization automatically triggers
the deployment of oxygen ready continuous–flow masks at each passenger seat.
A lanyard attached to the mask turns on the flow of oxygen to each mask when
it is pulled sharply by the passenger towards them, for use. The oxygen lasts for
a maximum of 12 to 15 minutes. The masks are normally stowed overhead in
the passenger service unit.
 Three types of Oxygen Control System :
Manually Activated and Electrically Controlled : In case the oxygen
mask fails to fall down automatically and for the oxygen to flow freely, the
cockpit crew can turn it on by turning on a switch in the cockpit panel.
Manual : Alternatively, oxygen can also be provided using a manual
control handle at the floor of the cabin. This operates the control units, causing
the masks to drop.
Oxygen Bottles : Oxygen is given as First–Aid to passengers who suffer
from severe breathlessness and need oxygen. Oxygen bottles and masks are only
used under the proper supervision of the Cabin crew, or on recommendations of
any doctors on board the plane. These are normally stored in the overhead
compartments in certain locations, to be used only by trained personnel, and
should not be used by any passengers, without permission. Typically, a 120 litre
therapeutic oxygen bottle (Scott) when selected to "Hi" flow will last about 30
minutes, or "Lo" will last for 60 minutes in flight.
Personal Breathing Equipment (PBE) : The PBE is a portable, self–
contained, personal smoke hood designed to safeguard cabin crew members from
the effects of smoke, carbon dioxide, harmful gases and oxygen deficiency, while
trying to put out a fire on board, smoke or fume emergencies. This will give up
to15 minutes of oxygen flow.
Emergency Locator Transmitter (ELT) : ICAO defines an ELT as an
equipment which broadcasts distinctive signals on designated frequencies.
Depending on application, it may be automatically activated on impact, or it may
be manually activated.
17
Air Hostess and Seat Belt for Passengers : Passengers are required by federal law to wear
Cabin Crew Management a seat belt on some phases of all flights, like taxi, take–off and landing, or
whenever necessary in the interest of safety, like during turbulence.
Extension Seat Belt : It is used with a regular seat belt for passengers who
do not fit into a normal size seat belt.
Seat Belt with Harness for Cabin Crew : Safety belts with shoulder
harness have a single point release. Cabin crew members must be secured by
safety belts and harnesses during take–off and landing, whenever instructed by
the Captain/Commander in the interest of safety, and whenever they are at their
station.
Safety Barrier Strap : Is designed to prevent people from falling through
the gap of the open doorway. Whenever a cabin door is open with no stairs or
gateway in position, the safety strap should be installed and the door should not
be left unattended.
Life Jacket : Life jacket/vest is worn when the aircraft has made an
emergency landing on water, it is designed to help a wearer to keep afloat in water.
They can be found underneath the seat, so that they can be taken out immediately
put it over your head to wear. Life vests should be used only in an emergency.
1. How many types of Fire extinguishers are there ?
2.3 EMERGENCY AND SAFETY EQUIPMENT CHECK BEFORE

A FLIGHT :
2.3.1 Emergency and Safety Equipment Check by Cabin Crew :
Intercommunication System Check : By making a short announcement
in the cabin and responding to the call coming from the cabin manager, you know
that the communication system is active.
Safety and Security Check : Besides checking the doors and the cabin
equipment, galleys (kitchen of the aircraft) and lavatories/toilets (expiration date,
pressure, number of these on board, intact seal, for emergency equipment), the
cabin crew also checks the alarm system in case of fire or smoke, and the jump–
seat. Equipment includes the megaphone, oxygen tubes, extinguisher, demo kit,
smoke mask, life vest, seatbelts for children, survival kits, etc.
The Cabin Check : If seatbelts are there for all the passengers' seats, life
vests and the safety instruction card, and also the closing system of the masks,
and the baggage compartment.
General Check : After safety and cabin check, cabin crew starts the
security process, namely checking all the spaces in the airplane where any person
can have access (seat pockets, storage space port, wardrobe, toilets, storage
compartments of consumables and the trash, all the galley spaces and the
compartments of emergency equipment and the areas assigned for the cabin crew
rest).
Any object that shouldn't be in the airplane, if found by the Cabin crew
on the ground, before boarding the passengers, should be handed over to the
security team of the airport.
18
The cabin crew who are responsible for the galley (kitchen), will check Emergency Equipment
the functionality of the catering equipment (refrigerators, food carts, boilers, and Emergencies
electric oven, heating bread, microwave), and electric switches. Inflight, First Aid
• https://www.youtube.com/watch?v=rGEGD_GYguM
(Link for Flight Attendant Pre–Flight Emergency equipment Checks)
2.4 EMERGENCY BRIEFING :

2.4.1 Briefing Passengers Before Take–off :
As part of their pre–flight duties, the Cabin Crew provides Safety Briefing
to passengers, which include how to use oxygen masks during decompression,
life jackets during ditching, and the emergency evacuation of the aircraft. This
briefing not only refer passengers to their individual Safety Briefing Cards, but
always include pointing out exit locations and floor path lighting, for use in poor
visibility. The briefing includes the availability of evacuation slides at exits, and
sometimes give instructions on how to open exits.
2.4.2 Exit Row Seats General Briefing given to Passengers :
Passengers willing to help during an emergency must be loud and clear in
their speech, and are able to give instructions to other passengers, which are
understood. Able bodied passengers (ABP), sit on the exit row next to over wing
exits which are typically not attended to by cabin crew, and require passengers
to operate them in the event of an emergency for quick evacuation. The
passengers may be individually briefed on how to open these exits in the event
of an emergency. If an airborne emergency occurs which may lead to an
evacuation on landing, then the Cabin Crew will provide more detailed instructions.
Example of Exit row seats next to an Emergency Exit

 Some of the points of briefing :
• Follow cabin crew's instruction
• At emergency exits fitted with an Escape Slide, Keep other passengers clear
of the emergency exit door until crew members or ABP's, safely open it.
• Open the emergency exit door with the directions of crew member only.
• After the Escape Slide is deployed, quickly evacuate the passengers.
• Help other passengers coming down the emergency evacuation slide and
direct them to move away from the aircraft immediately.
• To move away from the aircraft after assisting others.
19
1. Who is allowed to sit on the over wing exit ?
(a) ABP (b) ABB (c) ABC
2.5 EMERGENCIES ON BOARD AN AIRCRAFT :

2.5.1 Emergency Evacuations :
 Emergency evacuation can be categorized into two types :
Planned/Anticipated Emergency : In this kind of emergency the Flight
deck have prior warning and can coordinate a plan of action with the Cabin crew
before landing. Sufficient time exists to brief the passengers and crew, and
prepare the cabin. A planned emergency refers to a situation where the flight crew
becomes aware of an issue that may threaten the rest of the flight, such as engine
failure or a fire, and moves to land.
Unplanned/Unanticipated Emergency : For this kind of emergency, there
is insufficient time for the Flight deck to brief the Cabin crew and passengers
before landing.
 Emergency Landing/Planned Landing :
Generally, during a Planned emergency 'TEST' method is used. Flight deck
gives Cabin crew the following instruction :
T – Type of emergency – On ground or water
E – Exits to be used if an evacuation is required
S – Signal to be given by flight deck – and continued by Cabin crew to
passengers for BRACE (command given : heads down, hold your ankles, stay
down till the aircraft stops completely or alternate brace position is : passenger's
head is bowed down, with both hands over their head or placed on the front of
the seat, to protect the head.) This command is given one minute before landing,
to passengers to minimize physical injury due to impact, during emergency
landings. Different Brace positions are advised for passengers sitting on certain
seats in the aircraft.
T – Time required to prepare the cabin – This is a prioritised landing
made by an aircraft due to an emergency situation which could lead to an
imminent or ongoing threat to the safety and operation of the aircraft, or it could
also involve a sudden and extremely important need for a passenger or crew
member on board to be on land, such as a medical emergency. It is usually a forced
diversion to the nearest or most suitable airport, in which priority and permission
is given immediately by ATC as soon as emergency is declared.
Once the emergency is declared, and the Cabin crew has been briefed by
the Captain, the Cabin crew starts to secure the cabin, brief the passengers over
PA, and detailed briefing is given to ABP's. Once the aircraft has come to a
complete stop, Cabin crew will lead the evacuation procedure after assessing the
external conditions.
Precautionary landing (Planned landing) – This may result from a planned
landing at a location about which information is limited, from changes that comes
up all of a sudden during the flight, or from an emergency situation which is
unavoidable. This may be as a result of problems with the aircraft, or a medical
or police emergency. It is important that a pilot look for the safest place for a
20
safe emergency landing, to averted worsening aircraft conditions, deteriorating Emergency Equipment
weather, or other factors. and Emergencies
Inflight, First Aid
Crash Landing/ Unplanned landing (on Land) – Most of the emergencies
happen during take–off and landing, with no prior warning. During such
situations, there is no time to check with the flight deck and plan a course of
action. Cabin crew must follow emergency techniques taught to them, and use
their sound judgement in such situations.
In this type of landing, the aircraft is forced to make a landing due to
technical problems. Landing as soon as possible is a priority, no matter where,
since a major system failure has occurred, or is about to happen. It is caused by
the failure of, or damage to vital systems of the aircraft such as engines,
hydraulics, or landing gear, and so a landing must be attempted where a runway
is needed, but it may not be available. The pilot is essentially trying to get the
aircraft on the ground in a way which reduces the possibility of injury or death
to the people aboard the plane. This means that the forced landing may even occur
when the aircraft is still able to fly, in order to prevent a crash or ditching
situation. Normally a hard landing could take place, with some possibilities of
the plane breaking up.
Example of Emergency Evacuation on land using a slide

• Link for Pdf on Unplanned Ground Evacuation
https://www.cockpitseeker.com/wp–content/uploads/goodies/ac/a320/
pdf/data/FLT_OPS–CAB_OPS–SEQ12.pdf
Ditching (Forced landing on water) – It is the same as a forced landing
on land, except in this case, it is on water. Ditching is when you are over a body
of water, and the aircraft belly lands on water. After the disabled aircraft makes
contact with the surface of the water, the aircraft will most likely sink if it is not
designed to float, or flip over depending on the impact, although it may float for
hours, depending on the intensity of damage to the aircraft.
Once the aircraft has landed on water, and the engine has completely
stopped, Cabin crew checks to see if the door is safe to open. If safe, then they
will lead the evacuation with the help of ABP's, on the rafts (slide when turned
over becomes a raft for evacuation on water) of the aircraft.
21
Air Hostess and
Example of emergency evacuation on water (Ditching)

2.5.2 Decompression/Depressurization
According to FAA (Federal Aviation Administration 2010), decompression
failures happen when modern aircraft fly at altitudes which are too high to support
human life. Failure of pressurization in the airplane shows various disasters
according to loss of speed. The loss of pressurization may lead to physiological
effects of passengers in aircrafts, from the very cold temperatures and not enough
oxygen.
Example of Oxygen mask falling automatically

during decompression from the PSU
 Decompression is mainly of two types :
Slow decompression – In this, a very gradual decrease in cabin pressure
takes place. Slow decompression may be the result of a fault in the door seal,
a malfunction in the pressurization system, or a damaged window. Slow
decompression may not always be obvious and will become known only when
hypoxia (lack of oxygen) is experienced.
Rapid/Explosive decompression – Signs of sudden decompression include
sound of a loud bang, and fogging in the cabin as air inside and outside the plane
become the same, small pieces of loose items flying around the cabin, and
unsecured items in the immediate area near the point source of decompression
is sucked out from the aircraft. Rapid decompression, while still fast, is slow
enough to allow proper airflow in the lungs, this could quickly turn to Explosive
decompression is when the descent of the aircraft due to loss of air pressure is
too fast for air to safely escape from the lungs. All this could happen in less than
five seconds.
Cabin crew once having worn their own oxygen mask, will direct the
passengers to wear the oxygen mask which would have fallen down from the PSU,
and breathe normally.
22
2.5.3 Uncontrolled Fire : Emergency Equipment
and Emergencies
Of all accident threat categories in the aircraft, uncontrolled fire is one of Inflight, First Aid
the most significant safety threats. It can threaten the aircraft, safety of the
passengers and crew during the flight operations, or after a crash. The threat is
relevant to the fire and the related heat and smoke caused by the fire, mainly due
to short circuit. An uncontrolled fire is normally caused by a source of ignition
(for example, electrical fire), and a considerable source of fuel (for instance,
airplane fuel). Galley fire, smoking on board, air–conditioning system, Engine/
Cargo/APU fire, and crash landing are some of the reasons for fire on board an
aircraft. The accidents caused by uncontrolled fire prompted the legislative
authorities to set up the standard of the safety requirement and policies relevant
to the fire threats by FAA, in 2010.
As Cabin crew are trained in various firefighting techniques including
putting out fire in total darkness, they will be able to do the needful, depending
on the situation.
1. Decompression and Depressurization is the same.
(a) Agree (b) Disagree (c) Not sure
2.6 USE OF FIRST AID KIT AND PHYSICIAN'S KIT IN THE

AEROPLANE :
2.6.1 Procedure to Assess a Passenger in Distress :
When an in–flight medical emergency occurs, it is very difficult to find
appropriate medical help. Cabin crew are trained to provide first aid and limited
medical assistance, but are not qualified to deal with all potential situations. The
attending Cabin crew will immediately do a preliminary assessment of the patient.
If the patient is conscious, the cabin crew will use a question and answer
procedure to determine why the passenger is in distress. If the passenger is not
conscious, the preliminary assessment will include the A,B,C of first aid :
• Airway (does the patient have an open airway)
• Breathing (is the patient breathing)
• Circulation (is there a detectable heartbeat)
If the answer to any of these questions is NO, appropriate first aid
techniques including artificial respiration or cardiopulmonary resuscitation (CPR),
will be initiated.
For anything other than a very minor medical complaint, the Purser or In–
Charge Cabin crew will normally make a PA announcement, checking if there
is a doctor or any qualified medical professional (nurse, paramedic etc.) on board.
If such a professional is there on board, then the medical professional will be
requested to assess the passenger, and to advise the crew on the best course of
action. Based on the information provided by the cabin crews, and on–board
medical professional, the Captain will make the decision to either continue the
flight to the planned destination, or to divert to a closer or otherwise more suitable
airport for a medical emergency landing.
23
Air Hostess and 2.6.2 First Aid Kit :
First aid is administered by a cabin crew in case of minor injury, or an
emergency. The kit generally includes, bandages, adhesive tapes, scissors,
antiseptic cream, and some commonly used medicines. It is kept at a location
easily accessible by cabin crew.
Most aircraft can have an Enhanced Emergency Medical Kit (EEMK),
Reserve Emergency Medical Kit (REMK), and a Universal Precautions Kit
(UPK). All of these kits contain basic medicines and equipment that licensed
medical providers (doctors, nurses, and paramedics) could use in case of a
medical emergency.
2.6.3 Physician's Kit :
A full medical kit will include adrenaline and an antihistamine (usually in
injectable form), and may include parenteral corticosteroids, Defibrillator (if the
heart stops beating suddenly, administering a controlled electric shock, allows to
restore the normal beating of the heart), as well. Passengers with known allergies
may carry an EpiPen. Some airlines now include EpiPen in their kits.
Example of some items in a First Aid Kit
• Link for What's inside an airplane's emergency medical kit ?

https://thepointsguy.com/news/whats–inside–an–airplanes–emergency–
medical–kit/
1. Cabin crew are not trained in First aid.
2.7 THE ROLE OF CABIN CREW IN AIRCRAFT SAFETY

PROCEDURES AND EMERGENCY SITUATIONS :
2.7.1 Regular Safety and Security Check :
Cabin crew must remain calm, confident, and wear an attitude of
assertiveness to ensure smooth operation during any and every kind of emergencies.
In case a Cabin crew is incapacitated, or not fit to perform their duties due to
any physical, or medical or other conditions, the other crew members have to
perform additional duties for them.
24
Cabin crew's standard duties are to check safety equipment, check security, Emergency Equipment
making sure passengers are seated correctly (with the seat belt fastened properly), and Emergencies
giving flight safety demonstration, indicating emergency exits, stowing hand– Inflight, First Aid
baggage safely, securing galleys and work positions, observing passengers
reactions, on all sides of the airplane. Especially in larger aircraft with many more
passengers and longer travel distances, the cabin crews' role in passenger welfare
and safety is significantly crucial.
Now–a–days, air travel is accessible to all, including all age groups and
all social levels. In this case, in terms of medical aspects, it is necessary for the
crew members to have first aid skills, which is required for cabin crew flying
both, short haul, and long haul flights.
With regards to the area of airplane emergencies, such as crash landings,
ditching, aborted take–offs, decompressions and fire, and many other emergencies,
the cabin crew members' training, experience and ability, plays a very crucial role
for the survival of themselves and the passengers.
2.7.2 Evacuation Slides :
An evacuation slide is an inflatable device which facilitates the rapid
evacuation of an aircraft. Slides are required on all passenger carrying aircraft
where the door sill height (measured as the normal height above ground level)
is such that able bodied passengers would be unable to jump or "step down" from
the exit without a significant risk of injury. This has been interpreted in
Regulatory requirements as meaning slides must be installed at all aircraft doors
where the floor is 1.8 metres (6 feet) or more above the ground. Slides are also
required on over wing exits when the height of the wing above the ground, with
the flaps fully extended, exceeds the maximum certified distance or where an
evacuation route ahead of the wing is intended. Some slides are also designed
to serve as rafts when detached from the aircraft in the event of ditching (landing
on water).
Cabin crew who is supervising the exits, must also secure the exit until
the slide inflates, and block the exit from use in the event of a slide malfunction.
They are also expected to encourage passengers using appropriate shouted
commands and if need be, physical action, to facilitate exit, quickly. They have
to convince passengers to leave behind personal possessions, especially items in
overhead bins or under the seats. Normally, the Cabin Crew will be the last to
leave their exit. However, in practice they are trained to remain on board only
to the point when they believe that by staying any longer they are putting their
own lives at risk. Once they are out of the aircraft, they are trained to assist in
moving passengers away from the aircraft to a position where they can be safely
brought together in groups.
In the case of over–wing exits, no slide is required, if the escape route
utilises the flap surface, and the height from the trailing edge to the ground of
the flap, is less than six feet.
90 seconds is the certified time given to evacuate full passenger capacity
flight successfully, using only half the number of emergency exit slides on an
aircraft, during an emergency situation.
25
Air Hostess and 2.7.3 General Emergency Evacuation Guidelines for Crash Landing and
Cabin Crew Management Ditching :
The following general emergency evacuation guidelines for passenger
and crew during an emergency are valid for both evacuations on land and
on water :
In a ditching situation, more than one impact should be expected.
Two kinds of exits are used during an emergency evacuation :
• Primary exit – Floor level/Main exits
• Secondary – Over wing exits
Evacuation should not be initiated until the aircraft has come to a complete
stop.
The engines must be shut down completely before opening doors directly
forward or aft of an engine.
Cabin crew should begin evacuation upon signal from the flight deck crew,
after checking the outside conditions.
Some of the equipment that could be used during emergency evacuation
are :
Megaphone is helpful to instruct passengers
Night flares are used to get attention from other ships and aircrafts
Flash light is used to show the evacuation path in the cabin, especially
during heavy smoke situation
Fire Axe is used to break down any aircraft doors, if they are jammed.
Cabin crew should follow any additional instructions the flight deck crew
may give.
If there is an emergency that the flight crew may not be aware of, and if
time permits, the cabin crew should notify the flight deck prior to initiating an
evacuation, or if there is lack of time then, information of the emergency should
be conveyed simultaneously upon commencement of evacuation, whichever is
most effective.
2.7.4 Crash Landing – Emergency evacuation on land :
Emergency evacuation should not be initiated until the aircraft has come
to a complete stop. Cabin crew begins evacuation immediately upon signal from
the flight deck crew. During an emergency situation, the cabin crew needs to react
quickly, combined with in–depth information of the tools, equipment and
procedures, and a capability to analyse the situation response, accordingly. They
must not open the exits where the structural damage exists, or where the fire
hazard might threaten the passengers. Especially in a disastrous situation, cabin
crew should be able to shift themselves, when they are told by the flight deck
or senior cabin crew member. Cabin crew should make sure passengers get out
of the airplane as soon as possible, and assist and direct them to stay away from
the airplane, and to collect as groups in safe areas.
2.7.5 Ditching – Preparation for an Emergency Evacuation on Water :
Slides are also designed to serve as rafts in the event of an aircraft landing
on water.
26
In a planned ditching situation, the cabin, passengers and cabin crew Emergency Equipment
preparation involve the same procedures as with an emergency landing, and Emergencies
except for the following : Inflight, First Aid
Passengers should be informed about the ditching procedure.

Cabin crew should demonstrate the donning of life vests, the brace
positions, point out the exits, and explain the safety instruction cards.
Cabin crew should make sure that passengers have correctly worn their life
vests (including infant's life vests), and they should be reminded to inflate life
vests only as they leave the aircraft.
Crew member life vests are of a different colour than the passengers' life
vest (e.g., bright orange). Life vests should have lights (e.g., water activated).
Example of Adult and Infant Life jacket/vest

Following are some suggested items for the crew when preparing to
evacuate the aircraft following a water ditching :
Determine the water level outside, and inside the aircraft, and the rate of
change in it.
Some exits may be anticipated to be unusable due to how low the aircraft
position is in the water, like the rear exits.
Ensure the rafts are deployed correctly, before assisting the passengers onto
the raft.
Cabin Crew should ensure that there are no extra passengers in the raft than
the recommended raft capacity.
Passengers should board the raft and sit on alternate sides, to maintain
balance.
Family members should be seated together in the same life raft, if possible.
Slide/Life rafts are detached by cutting the lifeline or pulling the disengage
handle (follow instructions from the raft manual).
At least one crew member should be on each raft to ensure smooth
operation.
Wherever possible, group the rafts together.
Keep groups together and away from the aircraft, spilled fuel and debris.
27
Air Hostess and Factors Affecting Survivors after Evacuation on Water :
It is essential that in order to survive a water ditching and be rescued
successfully, some basic factors must be taken into consideration. These
factors are :
Protection : The most pressing action should be protection from the
adverse effects of the environment (water, the chilling effect of wind on wet
clothing, extreme temperature, etc.).
Location : Have all signalling equipment ready to be used for rescue
purposes, and make a shelter.
Water : Take as much water as possible and plan on rationing it.
Food : Check on supplies available, if the quantity of the water supply is
in question, decrease the food ration. The ratio between food and water must be
equal.
Reptiles and Insects : Use techniques to protect against reptiles and
insects.
Duration of Exposure : When a person suddenly comes into contact with
extremely cold water, they will experience a cold shock response. Immediately,
the person will hyperventilate (very fast breathing rate) and take uncontrollable,
deep and fast breaths for the next one to three minutes. If a person goes
underwater in this state, they could swallow water and drown. However, the cold
shock response is short–lived, and the risk reduces quickly.
Water Temperature : Survivors of a ditching will not only be unprepared
for the sudden exposure to low water temperatures, they are also likely to
experience increased body–cooling rates due to the evaporating fuel from the
aircraft wreckage. Survivors are vulnerable to hypothermia (very low body
temperature) which may set in when the core body temperature drops below the
minimum temperature required for normal metabolism and bodily functions at
approximately 35°C.
Other Conditions : Ditching is often a high–impact event, which is likely
to result in the breakage of the fuselage. Spilt fuel could possibly be ignited,
leading to a post–impact fire. Even if the fire is put out by the water, the inhalation
and ingestion of fuel vapours can pose severe health risks to the survivors.
• Link for Basic Survival skills for Aviation by FAA
https://www.faa.gov/pilots/training/airman_education/media/
CAMISurvivalManual.pdf
2.7.6 When Cabin Crew takes Independent Decision :
Evacuation is normally ordered by the Captain. However, if communication
with the flight crew is not possible and the situation in the cabin is judged by
the senior cabin crew member as cannot be delayed anymore, then they are trained
to make the evacuation order themselves. In these circumstances, they are
responsible for assessing immediate danger such as external fire or engines still
running before any exit is opened.
Cabin crew should make an independent decision to initiate an evacuation
when there is severe structural damage, a life–threatening situation in the cabin,
or any other aircraft emergency, and there is no response from the flight deck
crew. If one cabin crew initiates an evacuation, all other cabin crew should follow
the procedures immediately.
28
When a crewmember's life is directly and imminently in danger, the cabin Emergency Equipment
crewmember's personal safety should always take priority. and Emergencies
Inflight, First Aid
1. How long does a full aircraft evacuation take ?
(a) 70 seconds (b) 80 seconds (c) 90 seconds
2.8 BOMB THREAT/SCARE, TERRORISM, DANGEROUS

GOODS, AND HIJACKING :
2.8.1 Bomb Threat/Scare :
A bomb threat on an aircraft is one of the contingencies air traffic
controllers should be prepared to manage. Although evidence shows the majority
of the bomb threats are false, all received bomb warnings must be considered real
and ATCs must be ready to manage such situations for the protection of human
life and property.
Least Risk Bomb Location : If a specific suspect package is identified
on board while airborne, the aircraft captain/commander may decide that it should
be moved to the designated least risk bomb location, usually next to an external
door in the Aft/rear galley area, as close to the fuselage skin as possible. Luggage
and soft material may be used to cushion the suspected object, for most of the
impact of the explosion to be taken by them, and to reduce the risk of passengers
being harmed.
In the case of airborne bomb threats, an airline pilot, cabin crew, or
passenger will report the bomb threat or scare, to the airline operating authorities.
The first and best protocol would then be to divert the flight to the nearest suitable
airport for an emergency landing.
Effects of explosion could include : Structural losses, ingestion of debris
into the engine, large volume of debris hitting the tail of the plane, smoke or fire,
or hazards to passengers, which crew would have to be prepared for.
Example of Bomb squad expert moving

a suspected bomb away from the aircraft
• Link for GUIDANCE ON HANDLING BOMB THREATS
https://ots.gov.ph/images/advisory/2018/NCASP–2013–OTS–
AnnexP.pdf
2.8.2 Terrorism and Counter Terrorism :
Terrorism : Terrorism is the use of fear and acts of violence in order to
intimidate societies, governments or against an ideology, and not so much for
29
Air Hostess and monetary gains. Common definitions of terrorism refer to violent acts which are
Cabin Crew Management intended to create fear (terror).
Counter Terrorism : Special measures are taken by relevant international
and regional organizations on the terrorist threat to international civil aviation,
as well as to identify ways to strengthen and promote the implementation of
international aviation–security standards and international cooperation.
Some measures (steps) to counter terrorism in the airline industry are :
• Special doors have been installed in the cockpit.
• Airports have increased vigilance, and have increased the security check
points.
• Special military forces are deployed in high–risk areas at the airport.
• Immigration checks are tightened.
• Visa procedures are more stringent.
Sensitive areas/locations have been identified within the country, and
aircrafts flying over these areas have to identify themselves within the airspace
of that particular country, failing which the aircraft stands the risk of being shot
down. Captains have to switch ON the Fasten seat belt sign when flying over these
sensitive zones, so that passengers do not move around at such times. Most
countries have adopted this policy of airspace marking, to counter terrorism.
2.8.3 Dangerous Goods :
Dangerous goods are items or substances that when transported by aircraft
are a risk to health, safety, property and/or the environment.
These include things such as explosives, radioactive materials, flammable
liquids, dangerous or volatile chemicals, strong acids, compressed gases, poisons
and aerosols.
Special permission are given for the carriage of certain dangerous goods
after precautions have been taken, regarding the physical handling and proper
marking and labelling of the item. For example provisions exist for batteries that
could leak, which have been removed from a wheelchair or mobility aid
accompanying a special need passenger, to be carried as checked–in baggage.
Example of Dangerous goods NOT permitted in the aircraft

30
2.8.4 Hijacking an Aircraft : Emergency Equipment
and Emergencies
Hijacking, is the unlawful takeover of an aircraft by an individual, or a Inflight, First Aid
group of individuals. From the earliest of hijackings, most cases involve the pilot
being forced to fly according to the hijacker's demands. In some cases, hijackers
have flown the aircraft themselves. Some hijacking situations use passengers or
crew as hostages, for monetary ransom, or for some political or administrative
concession by the government.
To prevent a hijack, Cabin crew must be alert and vigilant at all time.
Passengers must report any suspicious activities to the crew immediately, who
in turn will inform the airport security.
In the event of a hijack, the Cabin crew's job is to be the liaison between
the hijackers and the passengers. It may include making the hijackers feel
comfortable, to lower the tension, so they do not feel forced into panic decisions
and actions.
It is advisable to avoid eye contact with the hijackers. Don't draw attention
to yourself with sudden body movements, verbal remarks, or hostile looks. If the
hijackers do single out a passenger, it is important to reply in a calm tone of voice,
keep answers short and to the point, but not give unnecessary information.
1. Where is the least risk area to move a suspected bomb on board an aircraft ?
(a) Near front door (b) Near aft door (c) No specific location
2.9 LET US SUM UP :

• List of Safety equipment
• Emergency and Safety check by Cabin crew
• Briefing passengers before take–off
• Exit row seats general briefing given to passengers
• Emergency evacuation
• Decompression/Depressurization
• Uncontrolled fire
• Process to assess a passenger in distress
• First aid kit
• Physician's kit
• Regular Safety and Security check
• Evacuation slides
• General emergency evacuation guidelines for Crash landing and Ditching
• Crash landing – Emergency evacuation on land
• Ditching – Preparation for an emergency evacuation on water
• Uncontrolled fire
• Decompression
• When Cabin crew takes independent decision
• Bomb threat/scare
31
Air Hostess and • Terrorism and Counter terrorism
• Dangerous goods
• Hijacking an Aircraft

1. (C)
1. (A)
1. (A)
1. (B)
1. (C)
1. (B)
2.11 GLOSSARY :
Word Meaning
Able Bodied Physically strong and healthy
Passenger
Adhesive tape A narrow strip of glue/gum, typically used to hold or fasten
something
Adrenaline a hormone secreted a adrenal glands that increases rates of
blood circulation, breathing
Airspace marking the region of the atmosphere above a plot of ground, to
which the owner has rights or access
Assessing Analysing, interpreting
Appropriate Suitable, proper
Adverse Harmful, not favourable
Avert Prevent, stop from happening
Alert Quick to notice, vigilant
Aid Help
Afloat Floating in water, not sinking
Aft The back/rear portion of an aircraft
Airborne Flying in the air
Antihistamine Anti–Allergy medicine
32
Camber Camber is the asymmetry between the two acting surfaces Emergency Equipment
and Emergencies
of an aerofoil
Inflight, First Aid
Components Parts
Condensation The conversion of a vapour or gas to a liquid
Configuration an arrangement of parts in a particular combination
Convey Pass on (like message)
Commencement Beginning
Contingencies A possible future event that cannot be predicted with
certainty whether it will happen or not
Corticosteroids Medicines used to provide relief for inflamed areas of the
body
Consumable To be used then replaced
Course of Action Plan of action, step by step action
Crucial Very important
Critical Seeing different sides before making the best possible
decision
Capital crime Crime that betrays a country
Defibrillator Machine that gives your heart an electric shock to re–
establish a normal heart rhythm. It's used in cardiac arrest.
Deploy the slide To inflate a slide, to move into position
Discrepancy Mismatch between two or more things
Distinctive Unique quality
Designated Allocated, a position given, appointed
Diversion Moving away from the original course
Deteriorate Become worse
Disabled Having a physical or mental condition that restricts
movement
Distress To be in extreme pain, anxiety, or sorrow
Disrupt Interrupt by causing disturbance
Debris Loose scattered pieces of broken pieces of hard material.
Detectable Able to identify/ to figure out
Disaster A sudden event that causes a lot of damage
Divert To turn from one direction to another
Embassy Office of an Ambassador of another country
Epipen A device with a needle that injects medicine for the
emergency treatment of an acute allergic reaction.
Equilibrium Balanced state of mind and body
33
Air Hostess and Electric trash A machine that reduces large amount of trash to smaller
compactor size of trash/rubbish
Equipped Have the necessary items for a particular purpose
Escape hatch Escape door or opening used during an emergency
Essential Necessary
Evacuate Remove from a place of danger to a safer place
Expeditious With speed and efficiency
Fin Is also known as the vertical tail, and is a part of an
aircraft's empennage.
Features Special qualities
Fwd Term used in airlines for Forward/Front portion of an
aircraft
Frontline Person working in a leading (front) position
Flip over Overturn
Facilitate To make things easier and smoother
Flammable Something that can easily catch fire
Fogging Poor quality of visibility due to dust or other material or
particles floating in the air
Greasy Oily
Gateway An opening at the gate to allow passengers to board the
plane
Genuine Real, authentic
Hostile Dislike or unfriendly
Hinged Attached or joined to something
Hydraulic power Hydraulic systems are used on aircraft to move and operate
landing gear, flaps and brakes. Hydraulics is used because
they are able to transmit a very high pressure or force with
a small volume of hydraulic oil.
Hazard Danger or risk
Hostage A person seized or held as security for the fulfilment of
something in return
ICAO International Civil Aviation Organization
Inflate a slide Slides inflates with an initial boost from a canister of
compressed carbon dioxide and nitrogen during an
emergency evacuation
Initiate Take lead, to be the first to start something
Ingestion Eating food or drinking water and swallowing it
Ideology A system of ideas and ideals, especially one which forms
the basis of economic or political theory and policy
34
Imperative Extremely importance, crucial Emergency Equipment
and Emergencies
Impact When an object comes forcibly in contact with some other Inflight, First Aid
object
Imminent About to happen, to happen very soon
Intensity Severity, condition of being felt deeply, intense
Intimidate Frighten someone to do things in a certain way
In–depth To do something with great attention and detail, go into
something deeply, research
Incapacitate To be in a state of being incapable, or unfit to do something
Infrastructure The basic physical and organizational structures and
facilities (e.g. buildings, roads, power supplies) needed for
the operation of a society or company
Implementation Putting a plan into action
Jump seat Seat used by Cabin crew in an aircraft while on duty
Jurisdiction The extent of the power to make legal decisions and
judgements.
Liaison Communication or cooperation which facilitates a close
working relationship between people or organizations.
Lateral balance The lateral center of gravity may become important if the
fuel is not loaded evenly into tanks on both sides of the
aircraft wings
Lanyard Is a piece of rope
Military Army or defence base or unit
installations
Multiple sets More than one set
Malfunction Fail to function normally
Monetary Related to money
Mobility Ability to move around freely without support or obstruction
Notify Inform
Prior Before time
Paramedic A person trained to give emergency medical care to people
who are seriously ill with the aim of stabilizing them before
they are taken to hospital
Pitch Aircraft nose up or nose down
Possession Owning or controlling something
Provision The action of providing or supplying something
Protocol The official procedure or system of rules governing affairs
of state or diplomatic occasions
35
Air Hostess and Primarily Mainly
Priority One thing that is more important than the other
Physiological Relating to the way in which a living organism or bodily
part functions
Piston An aircraft piston engine, also commonly referred to as a
reciprocating engine or "recip", is an internal combustion
engine that uses one or more reciprocating pistons to
convert pressure into a rotational motion.
Protrude Sticks out, extends beyond or above a surface
Perspective View point
Potential Having or showing the capacity to develop into something
in the future
Route A way or course taken in getting from a starting point to
a destination
Reptile A vertebrate animal of a class that includes snakes, lizards,
crocodiles, turtles, and tortoises.
Retractable Able to draw back or draw in
Refer In connection to, to look at or in (something) for information
Relevant Closely connected to, appropriate
Restricts Put a limit to, in control
Resuscitation To bring someone back to breathing from an unconscious
state
Stability To remain in one continuous position, firmness in position
Spillage Liquid being spilled
Smoke detector A smoke alarm or a smoke detector is a device fixed to the
ceiling of a room which makes a loud noise if there is
smoke in the air, to warn people.
Significant Noteworthy, of great importance
Symmetrical made up of exactly similar parts facing each other
Simultaneously At the same time
Serene Calm, peaceful, untroubled
Smouldering The process of burning slowly with smoke but no flame
Stringent Strict about following rules and regulations
Trash bin Rubbish bin
Trap door Is fitted in front of cockpit entrance with a sliding sheet
hidden on the floor. If the pilot suspects of imminent
danger, they can open the door and trap the suspect, who
will fall into the security cell below
36
Trolley A table on four small wheels with one or more shelves Emergency Equipment
and Emergencies
under it, used for serving food or drinks
Inflight, First Aid
Tray table A tray mounted on or in a piece of furniture, designed to
fold or swing out of the way for storage.
Technique A particular, specialised way of doing something
Transport Take or carry (people or goods) from one place to another
by means of a vehicle, aircraft, or ship
Utilise Make use of
Unique Unlike any other, one of its kind
Unsecured not protected or free from danger or risk of loss
Vigilant Alert, keeping careful watch for some possible danger
Vital Absolutely necessary, essential
Vice versa In reverse order from the way something has been stated
to the other way around
Vulnerable A person in need of special care, support, or protection
because of age, disability, or risk of abuse or neglect
Wheel well A component of an aircraft that has a wheel as an element
of the landing gear. A recessed compartment on the underside
of an airplane where the wheel stays before it is used in
a retractable landing gear
Yaw Twist or oscillate about a vertical axis
2.12 ASSIGNMENT :
Research differences in door exits and emergency over wing exits. What
emergency equipment are carried on different types of aircrafts. List down the
differences for quick reference.
2.13 ACTIVITY :
• Cabin Crew training shorts : First Aid – BAA Training
https://www.youtube.com/watch?v=ca80rct5tpY
• A quick guide to the Heimlich manoeuvre
https://www.youtube.com/watch?v=2dn13zneEjo
Watch the videos, and practice how to save someone from choking
(Heimlich manoeuvre), as shown in the videos.
2.14 CASE STUDY :

• Case study : Indian Airlines Christmas Eve hijacking
Link for complete case study – https://www.policeone.com/terrorism/
articles/case–study–indian–airlines–christmas–eve–hijacking–VgOa5Ef
GfnOfjZQL/ by Ryan Holliway
On Christmas Eve 1999, Indian Airlines Flight 814 departed Kathmandu,
Nepal, for Delhi carrying 178 passengers. Approximately 40 minutes after take–
37
Air Hostess and off, five Pakistani militants armed with pistols, grenades, and knives hijacked the
Cabin Crew Management aircraft and ordered the pilot to fly to Lahore, Pakistan.
The five hijackers were members of Harkat–ul–Mujahideen (HUM), a
Pakistan–based Islamic militant group that is active in Indian–controlled Kashmir.
The men addressed each other using code names : Chief, Doctor, Burger, Bhola,
and Shankar. To smuggle arms onboard the plane, the team exploited lax security
at Kathmandu's Tribhuvan International Airport, which did not employ strict
inspections of carryon luggage passing through security checkpoints.[1] Workers
at the airport also failed to notice the hijackers' fraudulent Indian passports.
The flight departed Kathmandu at 1625 local time, approximately two
hours behind schedule. Most of the passengers were Indian nationals returning
home from holiday in Nepal. The hijackers, seated in business class, seized the
cockpit after the flight passed into Indian airspace. The pilot used an emergency
transponder code to signal Delhi air traffic control that the flight had been
hijacked.
The hijacker using the name Chief demanded that the pilot fly west toward
Pakistan. However, Lahore air traffic control denied the flight permission to land
and closed Lahore airspace. The aircraft was running low on fuel and the pilot
suggested that they divert to the Indian city of Amritsar in Punjab, located along
the Indo–Pakistani border. The hijackers were reluctant to land in Indian territory,
but they relented after the pilot assured them that the aircraft would be refuelled.
The flight arrived in Amritsar at 1900 local time and landed without incident.
Shortly after the Indian government learned of the hijacking, Cabinet
Secretary Prabhat Kumar activated the Crisis Management Group (CMG) to
handle the situation. The CMG instructed the National Security Guards (NSG),
the country's counter terrorist special operations unit, to deploy to Amritsar from
their base in Delhi. The CMG told the state and local authorities at Amritsar
airport to delay refuelling the aircraft for as long as possible in order to give the
NSG time to reach the city.
A half hour after landing, the hijackers became increasingly agitated by the
delays and suspected that the government was stalling. Chief demanded that the
pilot take off immediately. The pilot pleaded with him that the aircraft did not
have enough fuel. Doctor then repeatedly stabbed Rupin Katyal, a 25–year–old
Indian man returning home from his honeymoon with his wife. Chief then
threatened to harm more passengers and the pilot felt that he had no other choice
but to try to reach Lahore.
Local authorities in Amritsar had not anticipated that the aircraft would
take off without refuelling. There are differing accounts of the instructions given
to Punjab state police at the airport by the CMG. The CMG claims it asked the
police to immobilize the aircraft by shooting the tires, though no such attempt
was made. Due to delays in loading equipment on an NSG aircraft and the late
arrival of a negotiating team, the counter terrorist unit did not depart Delhi until
1955 local time; nearly six minutes after the aircraft had already left the Amritsar
airport. This prevented the government from handling the crisis while the plane
was still in Indian territory.
As the flight crossed into Pakistani airspace, Lahore air traffic control
continued to deny it permission to land. Lahore's Allama Iqbal International
Airport deactivated all navigation aids and turned off the runway lights. With little
fuel remaining, the pilot attempted to land on what he thought was a runway but
38
was actually a highway. The pilot discontinued his approach when he realized Emergency Equipment
his error, narrowly averting catastrophe. and Emergencies
Inflight, First Aid
Following the incident, Lahore air traffic control agreed to reopen the
airport on the condition that no passengers would be allowed to disembark after
the plane landed. The Pakistani government refused the Indian government's
request to prevent the plane from taking off and to allow the Indian High
Commissioner access to the airport. The aircraft, surrounded by Pakistani special
operations personnel, remained on the ground in Lahore for three hours before
refuelling and departing.
After leaving Lahore, the hijackers demanded that they be taken to the city
of Kabul in Taliban–controlled Afghanistan. A lack of night landing equipment
at the Kabul airport forced the flight to divert to the Persian Gulf. Several
countries, including Oman, refused to grant permission for the aircraft to land.
The United Arab Emirates (UAE) also initially denied the plane landing rights,
going so far as to position buses along the runways at Dubai International Airport
to block a potential landing attempt. The UAE then reversed its policy on
humanitarian grounds as the aircraft came closer to the Gulf and the Indian
Foreign Ministry and U.S. State Department made appeals to high–ranking
members of the Saudi and Emirati royal families.
The aircraft landed at Al–Minhad Air Base outside of Dubai shortly after
0000 local time on December 25. UAE authorities demanded that women and
children be released before fuel or food were provided to the hijackers. Twenty
five passengers were allowed to leave the plane along with the body of Katyal,
who had succumbed to his injuries. The UAE denied India's request to allow an
NSG unit to travel to Dubai to storm the aircraft, which left the city approximately
five hours later.
The flight finally landed in Kandahar, Afghanistan, a Taliban stronghold,
at 0830 on December 25. India did not maintain diplomatic relations with the
Taliban regime, forcing the Indian government to coordinate with the Afghan
Embassy in Islamabad, Pakistan. Due to these delays, an Indian negotiating team
did not arrive in Kandahar until December 27. The Taliban rejected India's request
to send NSG forces to Kandahar. It also stated that it did not have the capability
to storm the aircraft itself. The Taliban positioned tanks and rocket launchers
around the aircraft to prevent a possible Entebbe–style rescue attempt by the
Indians. A small NSG unit was hidden on the aircraft that carried the Indian
negotiating team to Kandahar, but officials ruled out any use of force after seeing
that the hijacked aircraft was surrounded by Taliban forces.
The hijackers threatened to execute passengers and blow up the aircraft.
Their initial demands included US$200 million in cash, the release of 36 militants
from Indian jails, and the body of Sajjad Afghani, a Kashmiri militant leader
killed by Indian security forces in Jammu in June 1999. The Taliban, which
repeatedly threatened to force the aircraft to leave the country, convinced the
hijackers to drop their monetary demand, stating that such a request was "un–
Islamic."
Conditions for the passengers on board the aircraft deteriorated as the
negotiations dragged on for four more days after the Indian delegation arrived.
The lavatories overflowed, food was in short supply, and the temperature in the
cabin was frigid. Meanwhile, relatives of the passengers put pressure on the
Indian government to resolve the crisis. Family members disrupted the telecast
39
Air Hostess and of a live press conference given by External Affairs Minister Jaswant Singh and
Cabin Crew Management pleaded for the government to meet the hijackers' demands.
The two sides finally had a breakthrough on December 31. The Indian
government agreed to release three high–value prisoners who had been involved
in militant activities in Kandahar : Maulana Masood Azhar (the leader of HUM),
Ahmed Omar Saeed Sheikh, and Mushtaq Ahmed Zargar. Jaswant Singh
accompanied the militants on a fl ight to Kandahar. The passengers and crew of
the hijacked aircraft were transferred to the minister's aircraft while the hijackers
and the freed militants escaped to Pakistan, where some of them openly live today.
Azhar went on to found Jaish–e–Mohammed, a terrorist organization that staged
the December 2001 attack on the Indian Parliament. Saaed Sheikh is believed to
have orchestrated the kidnapping and beheading of Wall Street Journal reporter
Daniel Pearl in January 2002 and is suspected of financial involvement in the
9/11 attacks on the United States.
The Christmas Eve 1999 incident exposed major flaws in India's national
security apparatus, some of which remain unresolved. As a result of the NSG's
slow response and a lack of coordination among local, state, and national
agencies, the government missed its only chance to resolve the crisis on Indian
territory in Amritsar. The issue of India's emergency response capabilities
resurfaced during the November 2008 attacks in Mumbai, when the NSG took
more than 11 hours to reach the city after the attacks began. The slow reaction
forced undertrained and ill–equipped state and local police officers to handle the
critical first hours of the attack, when 10 militants took hundreds of people
hostage at several locations around the city. Even after the NSG arrived, it lacked
sufficient resources, such as helicopters, which prolonged the crisis and allowed
the militants to paralyze a city of more than 13 million people for three days.
Five of the 10 largest cities in India – including Mumbai, Delhi, Bangalore,
Hyderabad, and Ahmedabad – have been targeted in large–scale terrorist attacks
since 2006. The Indian government has made some progress toward improving
its readiness for future attacks. For instance, in July 2009 the NSG opened four
regional bases in Mumbai, Chennai, Hyderabad, and Kolkata to pre–position
resources and improve reaction time. In addition, the Home Ministry announced
plans in December 2009 to create a new counter terrorism center to better
coordinate information sharing among India's intelligence agencies. However, the
capabilities of local and state police forces still have much room for improvement.
The terrorist threat in India has the potential to escalate tensions on the
subcontinent to the brink of war. The United States was quick to increase counter
terrorist cooperation with India following the Mumbai attacks in order to avert
deployment of troops along both sides of the Indo–Pakistan border, which would
have strained Pakistan's military resources at a time when it faced mounting
insurgency in the northwest. Despite such efforts by the United States, India has
remained critical of U.S. officials for their failure to consistently pressure
Pakistan to crack down on militant factions.
The Indian government's decision to release the three prisoners in exchange
for the passengers on Indian Airlines Flight 814 remains a controversial decision,
especially in the aftermath of the Mumbai attacks. During the campaign for the
April/May 2009 Lok Sahba elections, the Indian National Congress staunchly
criticized the Hindu nationalist Bharatiya Janata Party (BJP) – which led the
ruling coalition at the time of the hijacking–for meeting the hijackers' demands.
40
The Congress has vowed to pass an antihijacking law prohibiting the government Emergency Equipment
from negotiating with hijackers during future incidents. and Emergencies
Inflight, First Aid
The global aviation sector remains a prime target for terrorists, as recently
demonstrated by Umar Farouk Abdul Mutallab's attempted bombing of Northwest
Airlines Flight 253 in December 2009. Even at Western facilities that have
incurred far greater security expenses than the Kathmandu airport had in 1999,
it is difficult to completely prevent terrorists from exploiting security loopholes
and smuggling the chemical components for explosive devices onto aircraft. It
is doubtful that India is currently capable of preventing another hijacking scenario
in which terrorists use hostages to extract concessions from the government –
much less prevent a bombing.
As a whole, the aviation industry has seen a decrease in terrorist hijackings
with intent to ransom aircraft and passengers since 9/11. This is due, in part, to
the increase in security and screening measures put into place following the 9/
11 attacks. Additionally, the 2001 attacks have led passengers to demonstrate a
willingness to take direct action to subdue attackers on several occasions rather
than acquiesce to their demands, including on Flight 253 and during the Richard
Reid "shoe bomber" attempt in 2001. This may have encouraged a shift in terrorist
tactics.
Terrorists consistently search for potential attack venues that are easier to
penetrate and offer the greatest likelihood for success. Mutalab and his handlers
correctly assessed that screening measures along the route from Ghana to Nigeria
to Amsterdam would prove insufficient to detect the components of his explosive
device. The bombing attempt exposed vulnerabilities at airports in both developing
and more wealthy nations. In addition, the failure of U.S. government agencies
to piece together information that could have put Mutalab on a no–fly list
highlights unresolved inadequacies in governmental performance that continue to
challenge the United States following the 9/11 attacks.

• Provisions for Dangerous Goods Carried by Passengers or Crew
https://www.labeline.com/wp–content/uploads/2018/09/DGR–60–EN–
2.3a.pdf
• Emergency Equipment in an aircraft
https://xplanecrj.files.wordpress.com/2012/06/ch08.pdf
• Flight Attendant Manual Standard
https://www.icao.int/safety/airnavigation/OPS/CabinSafety/Cabin%20
Safety%20Library/TCCA%20TP%2012295e%20–%20Flight%20
Attendant%20Manual%20Standard.pdf
• Aircraft Oxygen Systems and Components
https://www.aircraftsystemstech.com/2017/05/aircraft–oxygen–
systems–and–components.html
• Flight Safety Handbook
https://www.flightsafety.org/files/cabin_safety_compendium.pdf
• "Aircraft Emergency and Unusual Situations"
https://www.skybrary.aero/index.php/Category :Aircraft_Emergency_
and_Unusual_Situations
41
Air Hostess and • EMERGENCY EVACUATION OF COMMERCIAL PASSENGER
Cabin Crew Management AEROPLANES
https://www.aerosociety.com/media/8534/emergency–evacuation–of–
commercial–passenger–aeroplanes–paper.pdf
• AVIATION TERRORISM AND ITS IMPACT ON THE AVIATION
INDUSTRY
https://www.polsl.pl/Wydzialy/ROZ/ZN/Documents/zeszyt%20134/
Wolniak%201.pdf
• In–Flight Safety Demonstration
https://www.youtube.com/watch?v=YarPc3bIuZY
• Cabin Crew training shorts : Real Fire Fighting and Smoke
https://www.youtube.com/watch?v=drH8–NBgfu0
• Door Drills – Unplanned and planned Ditching and Land Evacuation
– Training video
https://www.youtube.com/watch?v=Q9Vt1J5c5–E
• Book – The World's Greatest Civil Aircraft : An Illustrated History
by Paul E Eden
42
Cabin Crew Eligibility and
Training, Cabin Crew Duties
03
UNIT
and Documentation, Passenger
Information List, Inflight
Announcements
UNIT STRUCTURE
3.1 Introduction
3.2 Requirements for the job of a Cabin Crew
3.2.1 Eligibility Criteria for Cabin Crew
3.2.2 Essential Skills Required for a Successful Career as an Air
Hostess/Cabin Crew
3.2.3 How to Apply for Cabin Crew Job
3.3 Cabin Crew Training
3.3.1 Training for Different Emergency Situations
3.3.2 Duration of Training
3.4 Duties and Responsibilities of a Cabin Crew
3.4.1 Duties for Cabin Crew
3.5 Flight Crew on Board an Aircraft
3.5.1 Flight Deck Crew and Cabin Crew
3.6 Hierarchy of Flight Crew
3.6.1 Hierarchy of Flight Deck/Cockpit Crew
3.6.2 Hierarchy of Cabin Crew/Flight Attendant
3.6.3 Chain of Command During an Emergency
3.7 Cabin Crew Requirement on an Aircraft
3.7.1 Minimum Cabin Crew Requirement on a Flight
3.8 Cabin Crew Documentation
3.8.1 Documentation for Domestic Airline
3.8.2 Documentation for International Airline
3.8.3 Documentation Handled by Cabin Crew on an Aircraft
3.8.4 General Declaration
3.9 Cabin Crew Breaks During a Flight
3.9.1 Cabin Crew Breaks in Flight on Very Long Flights
3.10 Cabin Crew Uniform
3.10.1 Importance of Cabin Crew Uniform
43
Air Hostess and 3.11 Inflight Announcements
3.11.1 Inflight Announcements by Cabin Crew
3.11.2 Tips for making Announcements
3.11.3 Announcements are made during
3.12 Passenger Information List (PIL)
3.12.1 Passenger Information/Manifest List
3.13 Let Us Sum Up
3.15 Glossary
3.16 Assignment
3.17 Activity
3.18 Case Study

Requirements for the job of a Cabin crew, Cabin crew training, Duties and
Responsibilities for Cabin Crew, Flight crew on board an aircraft, Hierarchy of
Flight crew, Cabin crew requirement on an aircraft, Cabin crew Documentation,
Cabin crew breaks during a flight, Cabin crew uniform, Inflight Announcements,
and Passenger Information List.
3.1 INTRODUCTION :
From the moment a Cabin Crew signs in for duty, until after the plane lands
at the destination, there are several duties and responsibilities that they have to
follow. Being alert, and always wearing a smile no matter what the situation may
be, is what puts the passengers at ease, even during emergency situations, paying
special attention to the passengers during boarding a flight, while the flight is
in progress, and on landing. Cabin crew have to handle documentation and
inflight announcements as well, besides their other regular duties.
3.2 REQUIREMENTS FOR THE JOB OF A CABIN CREW :

3.2.1 Eligibility Criteria for Cabin Crew :
 Cabin Crew Requirements for Domestic (within India) Airline :
• The applicant should have good spoken and written communication skills
in English, and Hindi
• Minimum age of 18 years, and maximum age of 26 years, for both boys
and girls
• Educational Qualification – most of the domestic airline hire candidates
who have completed their 10+2 (H.S) examination, from any recognized
Board or University
• Height of around 157 centimetres (requirement varies in different airlines),
Weight proportionate to the height, as per BMI (for girls)
44
• Height of around 170 centimetres (requirement varies in different airlines), Cabin Crew Eligibility
Weight proportionate to the height, as per BMI (for boys) and Training, Cabin
Crew Duties and
• Should be eligible for an Indian Passport Documentation,
• Should be unmarried Passenger Information
List, Inflight
• Acceptable Eyesight 6/6, Acceptable limit – +/– 1.5
Announcements
• Clear skin
• Even teeth
 Cabin Crew Requirements for International Airline :
• At least 21 years of age at the time of joining for both girls and boys
• The height requirement is minimum arm–reach of 212 cms. (on tiptoes for
female)
• Should hold a valid Passport
• Minimum height of 160 cm (girls)
• Minimum height of 170 cm (boys)
• High school graduate (Grade 12)
• Fluency in English (written and spoken), fluency in Hindi, and preference
of at least one regional and/or foreign language
3.2.2 Essential skills required for a successful career as an Air Hostess/Cabin
Crew :
• Sense of responsibility and Patience to work long hours
• Step by step approach towards work
• Alert mind and ready to take initiative
• Pleasing personality with a pleasant voice, and good body language
• No visible tattoos in airline uniform
• Should be comfortable with handling cash, including foreign currency
• Can adapt to new people, places, and new situations
• Physically fit for this demanding role
• Ability to work within a multi–cultural team
• Outgoing personality with excellent interpersonal skills
• Positive attitude with a good sense of humour
• Passionate about customer service
• Empathy, humility, and people skills
• Should be willing to relocate anywhere in the World
• It is an advantage to know swimming (some airlines insist on it)
3.2.3 How to Apply for Cabin Crew job :
To apply for any domestic airline there are two options :
• Walk–in Interview
• Online application
To apply for a cabin crew post, you need to visit the airline official page
for vacancy details or apply online.
45
Air Hostess and
3.3 CABIN CREW TRAINING :
3.3.1 Training for Different Emergency Situations :
Even though some aircraft flights do not offer refreshments, the aircraft
will still carry cabin crew staff, simply for the purposes of safety. They are fully
trained on what to do in the event of an emergency.
Aircraft Evacuation : Cabin crew are required to initiate a controlled
evacuation of the aircraft if the pilot determines that evacuation is required. How
they do this will be dependent on whether the evacuation takes place on land or
sea (Crash landing or Ditching).
Decompression : After aircraft cabin pressure is lost, it is vital that
passengers wear oxygen mask. A thorough understanding and knowledge of
working procedures of oxygen is known by every single cabin crew member.
Firefighting : There can be many different causes of fire on board an
aircraft, including a fire in the ovens used by the cabin crew team. If there is a
fire, the cabin crew would usually be left to deal with it, while the pilot controls
the aircraft.
Passenger management : This involves the requirement to keep all
passengers safe, deal with boarding and disembarking procedures, deal with
passenger complaints and also deal with unruly or drunken passengers. Safety of
everyone is of utmost importance at all time, especially when the aircraft is in
the air.
Security related issues : This can involve a hijacking situation. If this type
of situation occurs then cabin crew are expected to know how to deal with the
occurrence. Full training is provided for these kinds of situations.
Extraordinary situations : There can be many different types of situations
where cabin crew are required to act using common sense, and safety initiative.
First Aid : Whilst flying at 40,000 ft over the Atlantic Ocean there is no
hospital or doctor to call on, unless if there is one present among the passengers.
Therefore, cabin crew are trained in basic first aid skills, and they will usually
be required to conduct initial first aid procedures. There is also the chance that
a passenger may die whilst Inflight, or even have a lady go into labour for child
birth. If these extreme situation occur then it will be the responsibility of the cabin
crew to take action accordingly.
3.3.2 Duration of Training :
In order to handle emergencies in the aircraft successfully, cabin crew need
to be clam, self–controlled, professional, committed, and fearless and
knowledgeable about the aircraft. To achieve this, training is crucial, and after
the training, the cabin crew members should perform intuitively.
In order to achieve successful result, training, instruction, the correct
equipment and detailed information of the equipment are important to the crew
cabin. Duration of training is generally anywhere between six to twelve weeks,
depending on the airline.
Training would be on the following areas :
• First aid and Survival
• Grooming
46
• Safety related issues Cabin Crew Eligibility
and Training, Cabin
• Security related issues
Crew Duties and
• Dangerous goods Documentation,
• Fire–fighting drill Passenger Information
List, Inflight
• Smoke drill Announcements
• Ditching (on water) wet drill
• Aircraft evacuation (on land) dry drill
• Emergency situations
• Survival procedures
• Decompression
• Passenger Management
• Different inflight Services
• Food and Beverage service
Test after every module – multiple choice questions and viva (practical
and theory)
• Link for CABIN CREW SAFETY TRAINING MANUAL
http://www.aviationchief.com/uploads/9/2/0/9/92098238/icao_doc_
10002_–_cabin_crew_safety_training_manual_1.pdf
• Link for United Airlines Airbus A320 flight attendant familiarization
video
https://www.youtube.com/watch?v=Tk7x9XrTZZ0
Example of Cabin crew training in Ditching

(emergency landing on water) (DELTA Airline)
3.4 DUTIES AND RESPONSIBILITIES OF A CABIN CREW :

3.4.1 Duties for Cabin Crew :
Cabin crew have to be professional, punctual and courteous at all times.
Alcohol test is conducted before every flight, to check if the alcohol content
in your body is more than the permissible level. The test result have to be
negative. This test is compulsory in India. The test may not be compulsory before
every flight, in International airlines.
47
Air Hostess and Attend a pre–flight briefing, during which you'll be assigned your work
Cabin Crew Management position for the upcoming flight. Crew are informed of flight details, the schedule,
the number of infants on board, and if there are passengers with any special
requirements, such as diabetic passengers or passengers in wheelchairs. Flight
deck crew may also be present during these briefing.
Carry out pre–flight duties, including checking the safety equipment and
doing security checks, ensuring the aircraft is clean and tidy and that information
in the seat pockets is up to date and all meals, drinks and stock are on board.
Welcome passengers on board, and direct them to their seats.
Inform passengers in the aircraft about safety procedures and ensure that
all hand luggage is securely stowed away.
Check all seat belts are fastened, and galleys are secure, prior to take–off.
Make announcements, and answer questions during the flight.
Serve meals and refreshments.
Sell duty–free goods (tax–free items like alcohol, perfumes, cigarettes etc.)
and advise passengers of any restrictions (certain countries do not allow alcohol)
at their destination.
Reassure passengers, and ensure they follow safety procedures in case of
any emergency situations.
Deal with any difficult passengers (who may be acting in a rude or anti–
social way) politely but firmly, to ensure the safety and comfort of everyone on
the flight.
Give first aid, if and where necessary.
Ensure passengers disembark safely at the end of a flight, and check that
there is no luggage left in the overhead bins/lockers and no stowaways or
suspicious items are on board.
Complete paperwork, including writing a flight report.
1. Cabin crew duty–free goods on board a flight.
(a) Distributes (b) Showcases (c) Sells
3.5 FLIGHT CREW ON BOARD AN AIRCRAFT :

3.5.1 Flight Deck Crew and Cabin Crew :
The total number of crew on board a flight includes the Flight deck crew
and the Cabin Crew.
Flight deck or Cockpit crew consists of Captain, First Officer, and Flight
Engineer (not on all flights).
Captain is the head of the aircraft.
The In–flight Supervisor, or the Cabin senior/Manager (different airlines
have different designation for the senior most Cabin Crew on–board a flight), is
in charge of the cabins. Supervisor reports directly to the Captain. The other Cabin
Crew reports to the supervisor.
48
 Check Your Progress – 2 : Cabin Crew Eligibility
and Training, Cabin
1. Flight crew consists of :
Crew Duties and
(a) Flight deck crew (b) Flight deck crew and Cabin crew Documentation,
Passenger Information
(c) Cabin crew
List, Inflight
Announcements
3.6 HIERARCHY OF FLIGHT CREW :
3.6.1 Hierarchy of Flight Deck/Cockpit Crew :
• Captain/ Commander pilot
• For bigger aircrafts, possibly another Captain
• Senior First Officer (SFO)/ Co– Pilot or First Officer
• For bigger aircrafts, possibly another SFO
• Observers/ Engineer
Example of Cockpit Flight Crew

3.6.2 Hierarchy of Cabin Crew/Flight Attendant :
• Cabin Service Director (on bigger Aircrafts/very long Haul flights)
• Purser/ Inflight Manager/ Inflight Supervisor
• Grade One crew
• Grade Two crew
• Air Hostess/ Stewards (if there is no grading)
• Trainees
(Different airlines have different designations for their cockpit crew
and cabin crew. What crew are called is not uniformly followed by all the
airlines. However, the general term used for crew working in the cabin of
an aircraft is Cabin crew.)
3.6.3 Chain of Command During an Emergency :
Captain/Commander
Senior First Officer or First Officer/ Co pilot
Cabin Service Director/ Inflight Manager or Supervisor
Rest of the Cabin crew
49
1. Purser/ Inflight Manager/ Inflight Supervisor, are different designation for
the same position, i.e. Senior most position in the cabin.
(a) Yes (b) No (c) Not sure
3.7 CABIN CREW REQUIREMENT ON AN AIRCRAFT :

3.7.1 Minimum Cabin Crew Requirement on a Flight :
Cabin crew members play a key role with regard to passenger and
operational safety. The number of cabin crew on board, and their performance,
are significant factors in the successful evacuation of aircraft. Therefore, a
minimum number of cabin crew members are required to effectively conduct a
timely evacuation and increase the survivability of passengers during an accident,
according to ICAO requirement.
Up to 50 Passenger seats – One Cabin crew
51 to 150 seats – Two Cabin crew
151 to 200 seats – Four Cabin crew
Above 200 seats – Five Cabin crew and more
(Practically, the number of Cabin Crew in a flight depends on factors like,
number of Passenger seats and emergency exits on an aircraft, type of Food and
Beverage service, and length of the Flight and Duty time (sometimes on very long
haul flights, more than one set of crew are present). On commercial planes the
practice is : one cabin crew per door of the aircraft. The smallest of commercial
aircrafts have four doors, so minimum of four cabin crew would be present on
any commercial plane.)
All Cabin Crew reports to their Base Manager, headed by the Head
Inflight, at the base station.
1. Who is the head of the Aircraft ?
(a) Cabin Supervisor (b) Captain (c) First Officer
3.8 CABIN CREW DOCUMENTATION :

3.8.1 Documentation for Domestic Airline :
• Airline Identity card
• Airport Entry pass (AEP)
• Flight Safety certificate
• Health certificate
• SEP card (Safety and Emergency Procedure)
• Passport (if required)
3.8.2 Documentation for International Airline :
• Airline Identity card
• Airport Entry pass (AEP)
• SEP card (Safety and Emergency Procedure)
50
• Health certificate Cabin Crew Eligibility
and Training, Cabin
• Meal service booklet
Crew Duties and
• Public Address (PA) Announcement booklet Documentation,
• Passport Passenger Information
List, Inflight
• Crew Member certificate (valid visa) Announcements
3.8.3 Documentation Handled by Cabin Crew on an Aircraft :
• Flight report
• Galley report (food and dry store)
• Duty free item report (on international flights)
• Bar report (on international flights)
• Reports on : Unaccompanied minor, Deportee
• Report on use of First Aid kit and Physician's kit
• Report on usage of Oxygen cylinder, Fire extinguisher, and any other safety
equipment
3.8.4 General Declaration :
On all international flights there will be a GD (General Declaration) which
lists :
Crew names, their inbound flight and outbound flight.
This is a "guarantee" to the immigration authority that the crew members
listed will leave the country on the nominated flight/date.
Example of Cabin Crew Identity Card

1. Documentation for Domestic and International travel are the same.
3.9 CABIN CREW BREAKS DURING A FLIGHT :

3.9.1 Cabin Crew Breaks in Flight on Very Long Flights :
On very long flights, for e.g. New York to Beijing, which is around 14
hours, cabin crew gets a four–hour break. Cabin crew does their regular service
like, the beverage service, the meal service, clearing of trays, do the dessert
service, clear the cabin again, and then they start taking breaks. Half of the crew
go to the crew rest bunks for four hours, while the other half stay up and manage
the cabin and galleys.
The bunks, which are up a very small spiral staircase in the tail of the plane,
are small. You can't sit up in them, you have to lie down. The opening is on the
51
Air Hostess and side and there's a curtain to separate the bunks. You have a chance to sleep or
Cabin Crew Management listen to music or just relax, whatever you want to do.
Example of a Cabin crew bunk bed on an aircraft
3.10 CABIN CREW UNIFORM :

3.10.1 Importance of Cabin crew Uniform :
Airline uniforms are worn on duty, mainly to be recognisable. It is
important that the flight crew can be easily identified by passengers and staff,
whether this be in the terminal or on–board the aircraft.
Uniforms are tailored to allow crew to move freely in the cabin, serve
drinks and meals and perform multiple tasks. Uniforms is usually made from fire
retardant fabric since fighting fires while wearing a full face mask is part of
emergency handling on board the aircraft. The uniform must also be non–
absorbent, not just for liquid spills, but also for seawater. Ditching procedure
involves being in water/raft wearing a full uniform.
Example of Cabin Crew Uniform

1. Is it compulsory for cabin crew to wear uniform on duty ?
(a) Yes (b) No (c) Sometimes
52
Cabin Crew Eligibility
3.11 INFLIGHT ANNOUNCEMENTS :
and Training, Cabin
Inflight announcements are made over Public Address system (PA) by both, Crew Duties and
Cockpit crew and Cabin crew. Documentation,
Passenger Information
3.11.1 Inflight Announcements by Cabin Crew : List, Inflight
Cabin crew makes announcements on all sectors using PA hand microphones. Announcements
Some of the reasons for announcements are to greet passengers, give them
information like, time and distance covered during flight, weather conditions, and
to give information regarding laws, rules and regulations at the destination, and
meal services.
Announcements are also made during any emergency situation.
3.11.2 Tips for Making Announcements :
While making an announcement, you must stand upright and speak in a
clear natural voice. Stress on important words to convey precise meaning.
Modulate your voice for better grasping of announcements.
Speak slowly, clearly, and politely for everyone to follow what you are
saying.
Do not hold the PA too close to your mouth.
Do not use technical terms or Jargons while making announcements, keep
the language simple and easy to understand.
Example of Inflight announcement using PA hand microphone

3.11.3 Announcements are Made During :
• Boarding
• Door closure
• Safety demonstration
• Take–off/Ascent
• Turbulence
• Descent/Final approach to landing
• Landing
• Any emergencies
Links for Announcements :
• Inflight passenger announcements in English – written
https://airodyssey.net/reference/inflight/
53
Air Hostess and • Airline Announcements – Audio and written in English
h t t p s : / / w w w. e n g l i s h c l u b . c o m / e n g l i s h – f o r – w o r k / a i r l i n e –
announcements.htm
• Hindi announcement on bus to the aircraft for boarding of flight –
Indigo
https://www.youtube.com/watch?v=eDh0bQVu_JY
• Inflight announcement in Hindi and English during descent before
landing – Indigo
https://www.youtube.com/watch?v=5dZ7UQJX3L0
1. Are announcements made in both English and Hindi in Domestic Airlines ?
(a) Yes (b) No (c) Don't know
3.12 PASSENGER INFORMATION LIST (PIL) :

3.12.1 Passenger Information/Manifest List :
Passenger list provides essential information on various aspects of a flight.
A flight manifest is a list of cargo, passengers, and crew of an aircraft compiled
before departure based on flight check–in information. It is a confidential
document, for the use of customs and other officials.
PIL used by Cabin Crew : Once all the passengers have boarded the
flight, the senior cabin crew member is given a list of the names of every
passenger on board, their seat number, and if they have checked in any baggage.
PIL also gives information about special need passengers, VIP's, any special meal
request, etc.
3.13 LET US SUM UP :

• Eligibility criteria for Cabin crew
• Essential skills required for a successful career as an Air Hostess/Cabin
crew
• How to apply for a Cabin crew job
• Training for different emergency situations
• Duration of training
• Duties for Cabin crew
• Flight deck crew
• Cabin crew
• Hierarchy of Flight deck
• Hierarchy of Cabin crew
• Chain of command during an emergency
• Minimum Cabin crew requirement on a flight
• Documentation for Domestic Airlines
• Documentation for International Airlines
54
• Documentation handled by Cabin crew on an aircraft Cabin Crew Eligibility
and Training, Cabin
• General Declaration
Crew Duties and
• Cabin crew breaks inflight on very long flights Documentation,
• Importance of Cabin crew Uniform Passenger Information
List, Inflight
• Inflight announcements by Cabin crew Announcements
• Tips for making announcements
• Announcements are made during
• Passenger Information List

1. (C)
1. (B)
1. (A)
1. (B)
1. (B)
1. (A)
1. (A)
3.15 GLOSSARY :
Word Meaning
Aerobridge/ An enclosed, movable connector which extends from an
Jet bridge airport terminal gate to an airplane, allowing passengers to
board and disembark without having to go outside the
terminal building
Alert To be watchful, quick to notice
Armrest A padded arm of a chair, to rest the arm
Armed position Setting the doors to automatic mode so that emergency
(Exit door) evacuation slides will deploy when the door is opened in
case of an emergency
Ascent To rise up into the sky, climb
Automatically Drop–down oxygen mask from the PSU
deployable
oxygen mask
55
Air Hostess and Baggage Permissible weight to be carried per passenger
allowance
Baggage/ A piece of paper stuck on the baggage, and the other on
Luggage tag the flight ticket, for identification and ownership
Boarding pass A document that gives passengers permission to fly
Boiler Used to boil water in the galley
Catering Is the food provided for passengers in the plane
Call bell Is situated on the PSU is used for calling the cabin crew
for assistance
Check–in/ A bag which is carried in the hold of an aircraft
Checked baggage
Cleaning team A team of people who clean the aircraft at every stop
Collage A piece of art made by sticking various different materials
such as photographs and pieces of paper or fabric on to a
backing/chart paper
Compiled To put together information gathered
Confidential Information to be kept private, secret
Courteous Polite, respectful
Conveyor belt A moving belt which delivers baggage at the baggage claim
area
Dangerous Not with clean thoughts
intention
Detect Identify, discover
Descent Decreases speed to lower down to the ground
Designated Assigned, given
Disarm door disarming of the emergency escape slides attached to the
(Exit door) doors, so that the slides do not automatically inflate on
opening the door at the airport
Disembark/ To leave, to get off the aircraft
Deplane
Display board It shows time of arrival and departure of flights and other
additional information, like gate number etc.
Duty–free goods Tax free goods for sale in international flights
E–ticket Electronic ticket, paperless
Emergency Able bodied Passengers are seated at these seats to help
Exit seat cabin crew in case of emergencies
Emergency Items used during an emergency
equipment
56
First–Aid kit A small box containing items such as bandages, plasters, Cabin Crew Eligibility
and Training, Cabin
and antiseptic wipes for use in giving help to a sick or
Crew Duties and
injured person until full medical treatment is available
Documentation,
Food cart A movable enclosed container, with trays of food stored to Passenger Information
be used during meal service List, Inflight
Announcements
Flight report A report containing all the important details during a flight,
such as any emergencies, technical issues, etc.
Flotation device If life vest is not available, some seats of the aircraft can
be used as it designed to float
Galley Kitchen of an aircraft
Galley power The power supply in the galley area
Ground staff Ground Crew or Ground Staff work in various roles at the
airport. They ensure the safety and comfort of passengers,
including checking in baggage, providing information,
assisting disabled passengers, and confirming reservations
Handover One set of cabin crew handing over the aircraft duties to
another set of cabin crew, who will be going to the next
destination in the same aircraft
Hold Is situated in the lower deck of an aircraft where checked
baggage are stored
Infant A child below two years of age
Inflight Bar An aircraft serving alcoholic drinks (only on international
sectors)
Jargon Technical terms used and understood by people from the
same profession or group
Lavatory Toilet/washroom in an aircraft
Liaison Working closely with similar people
Locate Find an exact place or position
Life vest/jacket A sleeveless inflatable jacket, for supporting the wearer in
deep water and preventing drowning
Modulate Vary the way you say different words in a sentence, for
better impact
Monitor Checking continuously
Nominate Propose formally
Overhead bin The compartment above passenger seat
Parking Bay Parking for a single aircraft
Paper work Written document
Pre–flight To assess your knowledge and fitness to operate a flight
briefing
Refreshment A light snack or drink
57
Air Hostess and Safety equipment Gadgets for protection
Scan To look carefully to detect
Sector A portion of the journey, one take–off and landing
Security check A thorough check for concealed dangerous items, to maintain
safety and security
Smoke detector A device that automatically detects and gives signal
(alarm)of smoke presence
Stock list List of Goods/items used in the aircraft
Stow Store neatly in a particular place
Safety procedure A step by step written down plan of safety to be followed
Safety A detailed explanation given before take–off to airline
demonstration passengers about the safety features of the aircraft
Tamper Purposely interfere to cause damage
Terminal Where passengers go to depart on a flight, or the building
at which they arrive upon landing
Travel documents Is an identity document issued by a government for travel
out of the country
Tray–table A table designed to fold or swing out of the way for storage
on an airplane seatback or armrest
Touchdown When the plane wheels make the first contact with the
ground on landing
Turbulence Discomfort felt inside the cabin when the aircraft hits
inflight rough irregular patches of air
Unaccompanied A child, generally aged between 5 and 15 who is travelling
minor without an accompanying adult
Upright position With back straight
USB interface Universal Serial Bus interface allows a computer, or
smartphone, as well as other devices, to connect with other
devices (printers, plotters, mouse, keyboard, scanners.
User Input A device such as keyboard connected to the USB interface.
Mechanism
Verify To check for accuracy, authenticity
Visa An endorsement/stamp on a passport indicating that the
holder is allowed to enter, leave, or stay for a specified
period of time in a country
Wheelchair A Passenger who finds it difficult to move freely due to a
passenger medical condition or other valid reasons, are given the
option of using the airline/airport wheelchair, all the way
to the aircraft
58
Window shade to The crew asks you to open your window shade because it Cabin Crew Eligibility
and Training, Cabin
be kept open/up helps them see outside better, if they have to evacuate the
Crew Duties and
airplane in case of an emergency, and since most accidents
Documentation,
happen during take–off and landing, that's the time it makes Passenger Information
the most sense to have the shades up List, Inflight
Announcements
3.16 ASSIGNMENT :
(1) Research different airlines for the duties and responsibilities of a Cabin
crew, and compare different duties, and find similarities. Write down your
observations. Based on your observation, what kind of an airline would you
like to work with ? What are the qualities you already have, and what do
you need to work on ? Make a note, and work on it.
(2) Check the hierarchy of Flight deck crew and Cabin crew of different
airlines. What are the different designations used by different airlines for
both Cockpit crew and Cabin crew. Write down your observations.
3.17 ACTIVITY :
Make a collage of Cabin crew uniforms of different airlines.
3.18 CASE STUDY :

• Case Study : Flight Attendant – Janice
file:///C:/Users/Parosh/Desktop/Case–Study–Flight–Attendant–Janice%
20(1).pdf
• Emirates cabin crew Uniform case study
Link to complete case study – https://www.simonjersey.com/emirates–
case–study–i46
Simon Jersey is perhaps best known for the design of Emirates Airlines'
iconic uniforms, which its staff have been wearing since 2009. We first became
involved with Emirates in the early 2000's when we took over manufacture and
supply of the airline's previous uniform design. However, in an industry where
image is critical we were then asked to develop a fresh look for 23,000 cabin
crew and ground staff. Our brief was to create a sharper and more business like
look that would stand out in airports around the world. It needed to clearly
demonstrate the vales of luxury and sophistication that Emirates is known for.
We worked closely with the Emirates team to identify the key colours, logos and
icons the uniform should include.
Comfort, stain and crease resistance are priorities for long–haul uniforms
to ensure they stay immaculate, even at the end of the longest flights. Our
designers accompanied a crew flying to New Zealand, observing them throughout
the flight including their tasks and working spaces. To further understand
perceptions of airline uniforms, we conducted research at airports to see how
travellers reacted to the various uniforms on display. With this huge bank of
information, we created the uniform that Emirates is known for today. The project
took two years and involved everyone from cabin crew to the most senior
officials. The new uniform was rolled out to coincide with the launch of Emirates'
A380 fleet and created headlines around the world commenting on its elegance
and design.
59
Air Hostess and
• English for Cabin Crew
http://englishonlineclub.com/pdf/Oxford%20English%20for%20
Industries%20–%20English%20for%20Cabin%20Crew%20–%20
Teaching%20Notes%20(Fluency)%20[EnglishOnlineClub.com].pdf
• Airline vocabulary
https://www.englishclub.com/english–for–work/airline–vocabulary.htm
• Indigo Cabin Crew Interview – How To Crack ?
https://www.youtube.com/watch?v=xZMJc7RzIfo&ab_channel=
SimplyFLY
• Cabin Crew Career, Interview & Eligibility Criteria related common
Doubts for Fresher Boys & Girls.
https://www.youtube.com/watch?v=YX01J695M20&ab_channel=
SugandhaSharma
• 50 Most Common Frequently Asked Interview Questions (Cabin
Crew) Part 1
https://www.youtube.com/watch?v=iqnRaRGFKcg&ab_channel=
SugandhaSharma
• Cabin Crew Interview Questions and Answers – Flight Attendant
Interview Questions and Answers.
https://www.youtube.com/watch?v=a_OYz1eElPw&ab_channel=
CareerRide
• Book – Air India Cabin Crew Recruitment Exam Guide (R.Gupta's
Popular Master Guide) Paperback – 1 January 2020
• Book – 101 Questions and Answers for the Cabin Crew Interview by
Kara Grand
• Book – Becoming Cabin Crew : Everything You Need to Know about
the Application Process, Cabin Crew Training and Life in the Skies by
Dr Hayley Stainton (Author)
• Book – CABIN CREW : BASIC INFORMATIONS by FLORENTINA
MERCEDES STOICA (Author)
• Book – Ask A Flight Attendant : Everything you didn't know you
needed to know about the Flight Attendant position. Kindle Edition by
Bil Rivera (Author)
• Book – A Flight Attendant's Essential Guide : From Passenger
Relations to Challenging Situations, by Colin C. Law
• Book – General English For Aviation : Pilots, Cabin Crew, Ground
Staff, And Air Traffic Controller Paperback – January 1, 2014 by
Cintia Naomi Uemura (Author)
60
Departure and Arrival
04
UNIT
Procedure for Passengers,
Inflight Service Post
Lockdown – Covid-19
UNIT STRUCTURE
4.1 Introduction
4.2 Process of Air Travel for Passengers
4.2.1 Process of Boarding a Plane at an Airport
4.2.2 Once a Passenger is on the Plane
4.2.3 Arrival Procedure
4.3 Passenger Control Unit (PCU)
4.3.1 Features of PCU
4.4 Passenger Service Unit (PSU)
4.4.1 Features of PSU
4.5 COVID–19
4.5.1 Effects of COVID–19 Pandemic on Aviation Industry
Worldwide
4.5.2 COVID–19 in India
4.6 Let Us Sum Up
4.8 Glossary
4.9 Assignment
4.10 Activity
4.11 Case Study

Process of Air travel for Passengers, Passenger Control Unit (PCU),
Passenger Service Unit (PSU), and COVID–19.
4.1 INTRODUCTION :
The services carried out on board an aircraft, is performed by senior cabin
crew in First class, senior cabin crew in Business class, and senior cabin crew
in Economy class, along with their team of cabin crew members. They ensure
the safety and security of the Cabin, Galleys, and Lavatories, along with other
regular services.
The spreading of the Coronavirus disease (COVID–19) worldwide, has
important implications for airlines and Passengers. Guidelines are issued for air
61
Air Hostess and travel in India and globally, which could change depending on the spread or
Cabin Crew Management containment, of the pandemic.
4.2 PROCESS OF AIR TRAVEL FOR PASSENGERS :

4.2.1 Process of Boarding a Plane at an Airport :
Before you pack for a flight, make sure you're aware of the airline's baggage
weight and size allowances, to avoid excess baggage charges.
Once your ticket is confirmed, you can print your boarding pass, or save
it to your mobile device. Also, you can check–in and get a paper boarding pass
at the airport ticket counter, or self–service kiosk. If you have an e–ticket, you
can choose your meal type (only for Full service Airline), and book your seat of
choice in advance, that you wish to travel in. It is advisable to reach the airport
at least one hour before a domestic flight, and three hours before an international
flight.
Airport entry : You need to show your ticket and ID proof to the Airport
Security before you enter the airport terminal building. Get your check–in
baggage scanned by Airport security.
Check–in process : You can now go to your airline's check–in counter and
collect your boarding pass, that is if you haven't already e–checked in.
Weigh your checked–in baggage at the counter, get it tagged, one part of
the tag will be pasted on your ticket, for baggage claim and identification. Get
your hand baggage weighed, and proceed to the terminal mentioned on your
boarding pass.
Example of Check–in counter

Immigration Check for International flights : At the Immigration
counter, the immigration officer will verify your passport and visa, after which
the passport is stamped with the departure date.
Proceeding to the aircraft : To get to your terminal, you have to cross
security, for which you will have to place everything except your boarding pass
in the X–ray tray and pass through a metal detector. Boarding pass and cabin
baggage tags are stamped by security personnel. Once you walk through, collect
your items from the tray. Head to your departure gate and be alert for
announcements related to your flight. You could also check the display board for
flight information.
62
Boarding the aircraft : Once the boarding starts, airline staff will scan Departure and Arrival
boarding pass and check security stamp at the Gate, before allowing passengers Procedure for
to board the flight. Passengers, Inflight
Service Post
Example of Passengers boarding an aircraft using a Jet bridge

4.2.2 Once a Passenger is on the Plane :
• After boarding the plane, you will be assisted to your seat by the Cabin
Crew.
• Stow your hand luggage/cabin bag in the overhead bin close to your seat.
• Put on your seat belt, and switch off your mobile devise.
• Listen carefully to the instruction given by the cabin crew before the flight.
• If you need anything, press the call bell on the Passenger Service Unit
(PSU) to get help from the cabin crew.
4.2.3 Arrival Procedure :
Pay attention to the pre–landing announcement in which you will be
updated on the weather at your destination, and the conveyor belt number, where
your checked–in baggage will arrive. Once the plane has come to a complete stop,
and once the captain switches off the fasten seat belt sign, you can unbuckle the
seat belt, collect your hand baggage from the overhead bin, and proceed to
disembark from the plane.
Immigration Check for Destination Airport, for International flights :
At the Immigration counter, the immigration officer will verify your details, travel
documents, and issued visa. The filled out Immigration form by the passenger
is also checked. Once the officer has all the details he requires, the passport is
stamped with the date of arrival in the country, by this you will know how long
you can stay in that country.
Leaving the airport : You can proceed to the designated baggage claim
area, to collect your checked–in baggage. Once you have your baggage, and you
clear the customs check (for items to be declared), you can leave the airport.
63
Air Hostess and
Example of Arrival area of an International Airport

1. Immigration checking is for both, Domestic and International travel :
2. Is embarkation, and boarding a plane the same thing ?
4.3 PASSENGER CONTROL UNIT (PCU) :

4.3.1 Features of PCU :
Passenger control units makes it possible for passengers to manage In–
flight Entertainment (IFE), delivered to them on the aircraft. The passenger
control unit generally includes a display panel, a controller, a memory, a USB
interface and a user input mechanism.
Personal on–demand videos are stored in an aircraft's main in–flight
entertainment system, and the passengers can view whatever they want, over the
aircraft's built in media server and wireless broadcast system.
Example of Passenger Control Unit

1. What is the full form of IFE
(a) In–flight Entertainment (b) In–flight Engineering
(c) In–flight Engagement
4.4 PASSENGER SERVICE UNIT (PSU) :

4.4.1 Features of PSU :
A passenger service unit (PSU) is a necessary part, situated above each
row of seats in the overhead panel, in the cabin of an aircraft.
64
A PSU generally contains Reading lights, Loudspeakers, Fasten Seatbelt Departure and Arrival
signs, No smoking signs, Call button for Cabin crew assistance, Air condition Procedure for
vents, and automatically deployable oxygen masks. Passengers, Inflight
Service Post
Example of Passenger Service Unit

1. Where is PSU located ?
(a) In the overhead panel (b) On the Armrest
(c) On the back of the seat in front of you
4.5 COVID–19 :
4.5.1 Effects of COVID–19 Pandemic on Aviation Industry Worldwide :
By mid–2020, IATA had forecasted the worst financial performance in
the history of commercial aviation due to COVID–19 pandemic, predicting
a global loss of US$84 billion.
The outbreak of COVID–19 was first identified in Wuhan, China, in
December 2019. The coronavirus pandemic has affected most parts of the world,
and has not only changed the way we live in the present, but is also going to
change the future in many ways. One of the major sectors to have been affected
by the pandemic is the aviation industry. As the industry struggles to get back
to the new normal, many challenges lay ahead.
As of June 2020, many airlines have made major changes in their
inflight services, to make flying a safe experience (Rules are not permanent,
it could change, depending on the varying conditions of COVID–19) :
American carriers like Delta Airlines, American Airlines, have decided not
to serve alcoholic drinks to passengers, to reduce food and drink options aboard.
Delta Airlines will only be serving alcohol in its international flights.
British budget airline EasyJet, will only be serving bottled water inflight.
The Netherlands flag–carrier KLM, has suspended sales of hot food and
alcoholic drinks, but would be serving water and soft drinks.
The UK's flag carrier, British Airways, has suspended its alcoholic
beverages in its short–haul economy class flights.
Some links for Guidelines during COVID–19 Pandemic from WHO
and IATA :
• WHO – Operational considerations for managing COVID–19 cases or
outbreak in aviation
https://apps.who.int/iris/bitstream/handle/10665/331488/WHO–2019–
nCoV–Aviation–2020.1–eng.pdf
65
Air Hostess and • IATA – Restoring Aviation during COVID–19
https://www.iata.org/contentassets/f1163430bba94512a583eb6d6b24
aa56/covid–medical–evidence–for–strategies–200806.pdf
• IATA – Aircraft cleaning and disinfection during pandemic
https://www.iata.org/contentassets/5d42ffd2b6ee43a8963ee7876584
de5a/aircraft–cleaning–guidance–covid.pdf
Example of a Cabin crew in PPE suite on board

an aircraft during coronavirus pandemic
4.5.2 COVID–19 in India :
Some of the rules for Domestic airline services – June 2020 (Rules are
not permanent, it could change, depending on the varying conditions of
COVID–19) :
Since March 2020, people have been experiencing one of the biggest
worldwide lockdowns in recent history, and the impact of this has been severe
on the economy as a whole, especially the airline industry, which had almost come
to an absolute standstill. However, as of June 1, India has moved into the fifth
phase of the lockdown – Unlock 1, from 1st June 2020. The Ministry of Home
Affairs (MHA) has gradually allowed all sectors outside of containment zones
to resume activities under strict rules.
Following the MHA guidelines, the Union Civil Aviation Ministry (UCAM)
has given a go–ahead on domestic flights. However, International air travel for
passengers is still prohibited, except in special cases where the government has
arranged special flights to ferry passengers in and out of India. Many airports have
placed a limit on daily arrival and departures, which in turn restrict airlines from
flying across more cities. Different States have different rules for air travel into
their cities. You must be aware of the rules (self–quarantine of 14 days/quarantine
stamp on your hand) of the city/state you are flying into, or else if you are unaware
and unprepared for the rules which could be different from your state, you may
not be allowed to travel within the city.
For International travel, before boarding, all travellers shall give an
undertaking that they would undergo mandatory quarantine for 14 days – 7 days
paid institutional quarantine at their own cost, followed by 7 days isolation at
home with self–monitoring of health.
66
 Some suggested Safety Precautions : Departure and Arrival
Procedure for
Wash hands with soap and water for 20 seconds especially after being in
Passengers, Inflight
a public place. If water and soap are not available, use hand sanitizer with at least Service Post
60% alcohol content. Lockdown – Covid-19
Maintain a distance of 6 feet or more from others.
Cover sneezes and coughs with a tissue, use proper disposal for the same.
Avoid touching your face without washing your hands.
Wear a mask or any other form of covering for the face, and wear gloves.
Safety kits will be issued to passengers at the airport with masks, face
shields and sanitizers.
Ensure all belongings are properly sanitised before leaving the house.
 Some links related to domestic COVID–19 travel :
• COVID–19 : Vistara temporarily modifies in–flight services for post–
lockdown operations
https://www.dnaindia.com/business/report–covid–19–vistara–
temporarily–modifies–in–flight–services–for–post–lockdown–
operations–2823146
• Indigo – Know the state–wise regulations during COVID–19 travel
https://www.goindigo.in/information/state–regulations.html
1. Which business sector was one of the worst hit during the Coronavirus
pandemic ?
(a) Information Technology (b) Essential services
(c) Aviation
2. COVID–19 is considered to be a,
(a) Pandemic (b) Epidemic (c) Endemic
4.6 LET US SUM UP :

• Process of boarding a plane at the airport
• Once the passenger is on the plane
• Arrival procedure
• Features of PCU
• Features of PSU
• Effects of COVID–19 pandemic on Aviation Industry worldwide
• COVID–19 in India

1. (B), 2. (A)
1. (A)
67
Air Hostess and  Check Your Progress 3 :
1. (A)
1. (C), 2. (A)
4.8 GLOSSARY :
Word Meaning
Air vent An opening that allows air to pass out of or into a closed
space
Asymptomatic A person infected with an infection but does not develop
outward symptoms
Baggage scan The procedure whereby baggage is electronically screened
at an airport before it is allowed on the plane
Cruising altitude The height in the sky at which an airplane stays for most
of a flight
Connecting flight When a flight itinerary requires a traveller to change
planes, taking two or more flights to get from the departure
city to the destination, the flights are called connecting
flights
Containment zone Containment zones are where the restrictions on movement
and interaction are the most severe
Disastrous Causing great damage
Duty free shop Where you can purchase an item without paying import,
sales, value–added, or other taxes
Gate area Gates generally have seats, a gate to enter the runway, jet
bridge (for passengers to get directly into the aircraft) and
the boarding desk
Golf cart Golf carts for airports allow you to move cargo and people
with ease from terminal parking
Headrest cover The removable cover of a seat headrest
Handover The process when one set of cabin crew is leaving the
plane and another set of crew takes over from them, to
continue the journey on the same aircraft with or without
the existing passengers on board
Health declaration A form to be filled about your health condition and
form submitted before entering the airport
IATA The International Air Transport Association (IATA) supports
aviation with global standards for airline safety, security,
efficiency and sustainability
Immigration At the counter, an officer will be verifying the passenger's
clearance passport and visa and might ask a few questions about the
end destination. After verification, the passport is stamped
with the departure date from India for the ongoing trip.
68
Lavatory Toilet/washroom Departure and Arrival
Procedure for
Linen Articles such as sheets or clothes made, or originally Passengers, Inflight
made, of linen material. Service Post
Lodging Temporary accommodation
Lockdown A state of isolation or restricted access enforced as a
security measure
Mouthwash A liquid used for rinsing the mouth or gargling with
Mandatory Required by law, as compulsory
Overhead bin Space above the cabin seat to store cabin baggage
PNR number A Passenger Name Record (PNR) is a record in the
database of a computer reservation system (CRS) that
contains the travel plan for a passenger, or a group of
passengers travelling together
PSU A passenger service unit (PSU) is an aircraft component
situated above each row in the overhead panel above the
passenger seats in the cabin of the aircraft
Periodically Occasionally, from time to time
Prohibited Banned, not allowed
PPE kit Personal Protective Equipment (PPE) are protective gears
designed to safeguard the health of the wearer by
minimizing the exposure to infection
Protocol A protocol is a standard set of rules to be followed
Sanitising Disinfect, make clean and hygienic
Severity The condition of being very bad, serious, unpleasant, or
harsh
Short–haul flight Short–haul is a flight lasting anywhere from 30 minutes
to 3 hours
Self–monitor Keeping a check on your own health and progress
Security screening It is intended to prevent prohibited items and other threats
to transportation security from entering the sterile area of
the airport
Tray–table Is a pull out table to be used to place your food/beverage
tray during meal service, or to place some item on it
Transit area The transit areas are established by local authorities for the
convenience of passengers whose flights have made in–
between stops, or who are connecting with outbound
international flights, so that such passengers can disembark
from an aircraft without going through more travel
procedures for the other flight
Travel documents Documents required to be carried for air travel
Thermal scanning Temperature screening without direct contact
69
Air Hostess and Undertaking A formal pledge or promise to do something
Verifying To make sure that (something) is true, accurate, or justified
Window shades Also called window blinds are used to block light out by
closing it, when you want to sleep
Wheelchair A passenger with a walking disability requires a wheelchair
passenger or similar aid before embarkation or after disembarkation
Web check–in Online check–in is the process in which passengers confirm
their presence on a flight via the Internet and typically
print their own boarding passes. Depending on the carrier
and the specific flight, passengers may also enter details
such as meal options and baggage quantities and select
their preferred seating
4.9 ASSIGNMENT :
Check five different airlines to see what were their checklist for air travel
during the pandemic in 2020. Write an essay about how different the air travel
industry was, during the time of pandemic in 2020.
4.10 ACTIVITY :
Talk to at least five different people or families, about how they were
physically and mentally affected by the coronavirus pandemic in 2020. How has
their life changed ever since, and what advice do they have for you, to be prepared
for any such occurrences in future.
4.11 CASE STUDY :

• Mini Case Study : Airport Check–Ins
https://blog.prototypr.io/mini–case–study–airport–check–ins–
aaf674b954e3
• Covid–19 cases surge : Top 10 cities in India worst hit by the pandemic
Link to complete report – https://www.hindustantimes.com/india–
news/covid–19–cases–surge–top–10–cities–in–india–worst–hit–by–the–
pandemic/story–LKwTBNm1skXADUzapHQLLJ.html
Updated report : Sep 10, 2020, 09 :46 IST
India has, over the past few weeks, seen a constant spike in the number
of coronavirus disease (Covid–19) cases recorded in a single day. From around
75,000 in late August, the country is now recording more cases in 24 hours than
the infection count of some of the worst–hit countries.
On Wednesday, India recorded nearly 90,000 new cases and 1,115 deaths
due to Covid–19, taking the tally and death toll to 4,370,129 and 73,890
respectively.
Though authorities attribute this sudden rise in cases to aggressive Covid–
19 testing across the country, experts fear India can witness a second wave of
the Covid–19 outbreak.
Here is a look at the top 10 cities which are severely affected by
Covid–19 :
70
Delhi : The national capital, which had set an example in containing the Departure and Arrival
spread of Covid–19 in India, has failed to limit the surge in daily cases. The city– Procedure for
state broke its own record on Wednesday after 4,039 cases were registered in the Passengers, Inflight
last 24 hours, which pushed the tally to over 2,00,000. Delhi had last seen the Service Post
highest single–day spike on June 23 when 3,947 Covid–19 cases were recorded
in a single day.
Mumbai : The financial capital of the country had a moment of relief as
the case curve had flattened in August. But the sudden spike in daily Covid–19
cases has again made Mumbai one of the worst–hit cities in India. 2,227 to be
fresh cases were logged on Wednesday which pushed the city's Covid–19 count
to 1,60,744. Mumbai reported 15,227 cases in just the first nine days of
September as against 30,474 in the entire August.
Also read : Close to 1 lakh daily cases push India's Covid–19 tally to above
4.4 million
Chennai : Tamil Nadu's Covid–19 tally is over 4,80,000 of which Chennai
has been the biggest contributor. Chennai continued to report less than 1,000 cases
for the seventh consecutive day.
Bengaluru : Karnataka's capital for the past few days has logged over
2,800 cases of the coronavirus disease in a single day. The state's caseload,
meanwhile, has crossed the 400,000–mark now. Bengaluru on Monday recorded
its first case of a recovered patient getting infected again with Covid–19.
Bhubaneswar : The city has been among the worst performers when it
comes to Covid–19. In fact, Odisha is among the states which are areas of concern
for the Centre. The state's Covid–19 count crossed 135,000 on Wednesday after
3,748 new cases and 11 more deaths were reported in the last 24 hours.
Bhubaneswar recently turned into a Covid–19 hotspot and has been adding
around 400 cases daily. The capital city is also facing a severe shortage of ICU
beds.
Jaipur : The capital city of Rajasthan is worst affected from the outbreak.
The total Covid–19 cases Jaipur are over 13,000 while the death toll stands at
292 .
Hyderabad : Hyderabad is adding over 300 cases of Covid–19 on a daily
basis, pushing Telangana's daily case count to nearly 3,000.
Mohali : Punjab on Wednesday recorded its highest single–day spike of
2,137 Covid–19 cases after which the state's infection tally reached nearly 70,000.
Mohali added 319 cases to the overall caseload.
Faridabad : The worst hit city in Haryana, Faridabad recorded 287 new
Covid–19 cases on Wednesday. Faridabad has the highest positivity rate which
is over 31 per cent in urban areas and 22.2 per cent in rural areas.
Indore : Indore on Wednesday reported 287 fresh cases of Covid–19 and
five deaths, which took the city's tally and death toll to 15,452 and 432
respectively.

• https://newseu.cgtn.com/news/2020–06–24/What–your–inflight–
experience–could–look–like–post–COVID–19–RyHtcQsYUw/
index.html
(What your inflight experience could look like post COVID–19)
71
Air Hostess and • https://www.cntraveler.com/story/flying–during–coronavirus–how–
Cabin Crew Management airlines–are–changing–their–in–flight–rules
(Flying During Coronavirus : How Airlines are changing their In–
flight rules)
• https://www.youtube.com/watch?v=qnxq0L8tckk&t=590s
(Video – The new normal of Airline Travel – What's changed ? – Flying
during Coronavirus)
• https://www.iata.org/contentassets/df216feeb8bb4d52a3e16befe
9671033/iata–guidance–cabin–operations–during–post–pandemic.pdf
(Guidance for Cabin Operations During and Post Pandemic Edition
3 – 05 Jun 2020)
• https://www.youtube.com/watch?v=hBUyWSTgnzo
(Video – Can we travel again ? (Inside Dubai International Airport))
• https://samchui.com/2020/07/04/5–ways–commercial–air–travel–has–
changed/#.Xy1IEYgzbIU
(5 WAYS COMMERCIAL AIR TRAVEL HAS CHANGED SINCE
PANDEMIC)
• https://www.youtube.com/watch?v=Mt9zk_oSp_w&ab_channel=
ExclusivelyUs
(Airport check in procedure)
• Book – Aviation vs. Coronavirus : How and when will the flight
industry recover from the Covid–19 crisis ? by Julian Hillenmeyer
(Author)
72
Departure and Arrival
BLOCK SUMMARY :
Procedure for
Passengers, Inflight
This block gives students details about Some of the basic parts of an
Service Post
aircraft, Aircraft exterior parts and its functions, Different parts of Interiors of Lockdown – Covid-19
an Aircraft, Aircraft Communication, Communication system in an aircraft,
Exterior/External lights, Internal lights, Emergency lights, List of Safety equipment,
Emergency and Safety check by Cabin crew, Briefing passengers before take–
off, Exit row seats general briefing given to passengers, Emergency evacuation,
Decompression/Depressurization, Uncontrolled fire, Process to assess a passenger
in distress, First aid kit, Physician's kit, Regular Safety and Security check,
Evacuation slides, General emergency evacuation guidelines for Crash landing
and Ditching, Crash landing – Emergency evacuation on land, Ditching –
Preparation for an emergency evacuation on water, Uncontrolled fire,
Decompression, When Cabin crew takes independent decision, Bomb threat/
scare, Terrorism and Counter terrorism, Dangerous goods and Hijacking an
Aircraft, Air traffic Control, Eligibility criteria for Cabin crew, Essential skills
required for a successful career as an Air Hostess/Cabin crew, How to apply for
a Cabin crew job, Training for different emergency situations, Duration of
training, Duties for Cabin crew, Flight deck crew, Cabin crew, Hierarchy of Flight
deck, Hierarchy of Cabin crew, Chain of command during an emergency,
Minimum Cabin crew requirement on a flight, Documentation for Domestic
Airlines, Documentation for International Airlines, Documentation handled by
Cabin crew on an aircraft, General Declaration, Cabin crew breaks inflight on
very long flights, Importance of Cabin crew Uniform, Inflight announcements by
Cabin crew, Tips for making announcements, Announcements are made during,
Passenger Information List, Process of boarding a plane at the airport, Once the
passenger is on the plane, Arrival procedure, Features of PCU, Features of PSU,
Effects of COVID–19 pandemic on Aviation Industry worldwide, and COVID–
19 in India.
73
Air Hostess and
BLOCK ASSIGNMENT :
1. How many types of decompression are there ?
2. What is the difference between a Flight Purser and an Inflight
Supervisor ?
3. What is the full form of COVID–19 ?
4. What is the full form of PCU ?
5. What is an empennage ?
1. What are the effects of COVID–19 pandemic on Aviation Industry
worldwide ?
2. What are the emergency equipment on the aircraft ?
3. What is the procedure to assess a passenger in distress, relating to
first aid ?
4. What are the exterior lights on an aircraft ?
5. What is the difference between Crash landing and Ditching ?
74

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AIR HOSTESS AND

CABIN CREW MANAGEMENT

DR. BABASAHEB AMBEDKAR OPEN UNIVERSITY

Author : Molly Methew

Editor : Prof. Rahul Singh Shekhawat

Language Editor : Dr. Rishi Thakar

Copyright © 2020 Knowledge Management and Research

To ensure effective instruction, a number of instructional

The nature of instructional activities used in distance

The provision of exercises in the form of assignments,

Teaching and learning at a distance eliminates interactive

Our team of successful writers and authors has tried to

Divide and to bring this Self Instructional Material as the best

Distance education teaching repertoire involves extensive use

BLOCK 1 : GROOMING, SKIN AND HAIR CARE, DIET AND

Air Hostess and

UNIT 1 IMPORTANCE OF GROOMING, DIET AND EXERCISE,

UNIT 4 FORMAL, SEMI–FORMAL, AND INFORMAL WEAR FOR

Grooming, is taking care of yourself and your body, and it is something

In this block, the students will be given a background about grooming,

Personal grooming, First impression, Regular practise for good self–image,

Unit 4 : Formal, Semi–Formal, and Informal Wear for Men and

1.0 LEARNING OBJECTIVES :

1.2 IMPORTANCE OF GROOMING :

The recommended daily calorie intake is 2,000 a day for

Example of Exercise routine

1.5 HYGIENE AND CLEANLINESS :

Example of Proper Hand washing

 Check Your Progress – 4 :

1.6 LET US SUM UP :

1.7 ANSWERS FOR CHECK YOUR PROGRESS :

1.11 CASE STUDY :

1.12 FURTHER READING :

2.0 LEARNING OBJECTIVES :

2.2 SKIN CARE FOR WOMEN :

2.4 MAKEUP FOR WOMEN :

Example of Eye Make–Up

Example of Job Interview Makeup

Example of Party Makeup

Example of Simple Makeup – Before and After Makeup

2.5 MAKE–UP ITEMS :

2.6 HAIRSTYLE FOR WOMEN :

2.7 LET US SUM UP :

2.8 ANSWER FOR CHECK YOUR PROGRESS :

2.12 CASE STUDY :

2.13 FURTHER READING :

3.0 LEARNING OBJECTIVES :

3.2 SKINCARE FOR MEN :

3.3 HAIRCARE FOR MEN :

3.4 MAKEUP FOR MEN :

• Apply contour for a more sculpted look

Example of Before and After Natural Looking Makeup

3.5 MAKE–UP ITEMS :

Example of Grooming Items

3.6 HAIRSTYLE FOR MEN :

Example of Face Types and Hairstyles

Manicure is the process of taking care of your hands and nails.

Example of Manicure at home

Example of Pedicure at Home