MANUAL DE CAPACITACIÓN

ASPIRANTE A TRIPULANTES DE CABINA

MANUAL DE INGLÉS
 THE CREW

BECOMING A FLIGHT ATTENDANT

TRAINING

AIRPLANES AND HOW THEY FLY

ASSIGNMENTS AND SCHEDULE

THE FLIGHT:

● BOARDING AND TAKEOFF

THE FLIGHT:

● MD- FLIGHT AND ARRIVAL

THE FLIGHT:

● MEAL AND DRINK SERVICE

THE FLIGHT:

● SPECIAL SERVICES

EMERGENCY INSTRUCTIONS

GRAMMAR ( NO MANUAL)

● WORK IN CLASS

● THEORIC-EXAMPLES-EXERCICES

● INTERNET

● VIDEOS

● LISTENING

● INVESTIGATION

2
THE CREW
Special Terms
Crew: A group of people employed by an airline who have duties on board the
aircraft. They may be concerned with either the flying and safety of the aircraft
or with passenger service. An individual in this group is called a member of the
crew or a crew member.

Flight Crew: The part of the crew that is responsible for the flying and safety of
the plane. This includes the pilot or captain, the copilot or first officer, and the
flight engineer. The section of the plane where they sit is called the cockpit, and
therefore the flight crew is sometimes called the cockpit crew.

Flight Service Crew: The part of the crew that is responsible for service to the
passengers aboard the airplane. Their duties are performed in the part of the
plane called the cabin, and therefore the flight service crew is also called the
cabin crew.

Purser: The leader of the flight service crew. The purser supervises all phases
of cabin service –the pre-departure, in –flight, and post-arrival phases. He or
she makes sure that correct procedures are followed and decides such things
as the time of meal service.

Steward: Male member of the flight service crew.

Stewardess: Female member of the flight service crew. This is the term that is
used most often, but a stewardess may also be called a cabin attendant, a flight
service attendant,or a hostess. Some airlines may prefer one term to the others,
but all of them mean the same thing.

Vocabulary Practice
1. What is the crew of an airplane?
2. Who are the members of the flight crew?
3. What is the part of the plane called where the flight crew works?
4. Who are the members of the flight service crew?
5. What is another name for flight service crew?
6. Which part of the crew works in the cabin?
7. Who is the purser? What does he or she do?
8. What is a steward? What is a stewardess? What else is a stewardess
called?

3
The Crew
For half a century, the job of airline stewardess has been an exciting,
stimulating, and rewarding career. Although the profession is generally thought
of in terms of women. Men, too, play an important role in this ever-growing field.
And this is not sometimes new. Pan Am, one of the largest international airlines,
first hired stewards in 1928 with the introduction of passenger flights. Today the
airlines in all countries continue to employ stewards as well as stewardess.
An airline, especially an international one, is a huge organization with
many complex functions. There are ticket and reservations agents, airport
passenger service personnel, mechanics, catering service personnel, the flight
crew, the flight service crew, an so on. It is a hard to say which job is the most
important. All of these personnel perform vital functions; it would be difficult for
an airline to exist without any one of them. But there is little doubt that airline
personnel who have the greatest exposure to the passengers are the members
of the flight service crew. This is why the selections, training, and performance
of a flight attendant is so important. It is the cabin attendant who makes the
most lasting impression on the passenger-especially one new to flying- will base
his opinion of an entire airline on the way in which the cabin crew has
responded to his needs during a flight.
The competition to provide superior service continually helps to improve
the experience of flying for the passenger and to ensure that the job of flight
attendant remain challenging and rewarding.

Through the years, the search to attract new passengers and keep old
ones has resulted in different airlines. For example, one airline may look for
language ability; another may seek sophistications. Some airlines have leading
fashion designers design new uniforms for their cabin crew. Other airlines, such
us Thai International and Pakistan International Airlines, feature stewardesses
in traditional national dress. The goal is always better service for the passenger.
In addition to the emphasis on the stewardess-passenger relationship, another
crucial factor in good service is degree of teamwork among the entire crew on
the aircraft. This includes both the flight crew and the flight service crew. Good
rapport among the members of the crew is the heart of smooth functioning on
each flight. This begins with the concept of chain-of-command, which means
that each member of the crew has specific, clear-cut duties.

4
 The captain, or pilot, is In charge of not only the flight crew, but also the
entire crew and the plane. He is assisted by the first officer, copilot, who is
second in command. There is also a flight engineer who is responsible for the
functioning of a mechanical equipment. He is also a pilot. In the case of
long-range flights, there may be an additional pilot, called a second officer. The
flight crew performs its functions in the cockpit of the plane. Therefore, the
passengers rarely see this part of the crew, thought the captain may speak to
them to them over the loudspeaker system. He usually greets them shortly after
takeoff and the gives them information about geographic points of interest and
weather conditions during the flight.

The captain is in charge on the entire flight from start to finish, just like
the captain of a ship. His responsibility includes complete authority over the
flight service crew. The purser and other cabin attendants are all under his
command, although their duties are normally performed in the cabin, the
passenger section of the airplane.

For the crew, there is a great deal to do prepare for the flight even before
they board the aircraft. After arriving at the airport and signing in for work, they
meet the other members of the crew and attend a briefing that is held by the
captain. At this time, he advises the crew of the flight plan, weather conditions,
and other factors that might affect the meal service. There might also be some
discussion by the purser of any special information about the passengers- he
might mention, for example, any VIPs (very important persons) who have
reservations on the flight. When the briefing is concluded, the crew proceeds to
the airplane for a complete pre-flight check of the cabin to see that all necessary
equipment is on board and ready to use. The flight attendant checks the
emergency equipment- for extinguishers, oxygen bottles, first-aid kit,
megaphones, life vest, and life rafts. They prepare the emergency
demonstrations kit for use after all the passengers have boarded; the kit shows
the use of the life vest and oxygen system. They also check baby equipment,
newspapers and magazines, and any other items which are necessary on that
particular flight. They check the kitchen-called the galley on an airplane- to see
that proper provisions are all there. Each crew member, whether he or she
works in the galley, the cabin, or the cockpit, has certain duties to perform, and
these must be coordinated with those of the rest of the crew.

5
 About a half-hour before departure, the passengers begin boarding the
aircraft, and the cabin crew welcomes them on board and helps them to find
their seats. There are welcoming and other pre-takeoff announcements, as well
as the emergency equipment demonstration. The last thing the stewardesses
do before takeoff is to check the passengers’ seat belts.

The role of the cabin crew becomes a very busy one once the plane is
airborne. It consists largely of providing the passengers with food and
beverages, and this involves a great deal of work and attentions to detail.
Each airline offers two classes of services on regular flights, first class and
economy. Cabin crew assigned to the first-class section serve elaborate
cocktails, aperitifs, and canapés before to meal, glassware and serve an
elegant meal service, often from rolling carts. The meal features many courses,
with wines and champagnes accompanying each course. The airlines try to
duplicate the quality of food and service that would be offered by a first-class
restaurant.

The meal service for economy-class passenger is much simpler, with

cocktails and other drinks served before the meal. The meal itself is served on
individual trays. On very short flights, or on flights that take place between
mealtimes, there is no meal service. However, even on those flights there is
usually a food service of some sort. It often consists of coffee or juice and light
snack.
Although the meal service, where there is one, takes up most of the
cabin attendants’ time, this is by no means all that has to be done. Passengers
with small children may require special assistance. Passenger on international
flight may need help in filling out customs and other landing documents.
Passengers may we worried about connections for continuing their journey.
There are many other situations that flight attendants have to deal with, and the
way in which airline the passenger will choose for his next flight.

When the flight nears its destinations, the purser makes the
announcements concerning landing procedures, and the cabin crew check to
see that the passengers and the cabin are prepared for landing. After landing,
they assist the passenger is disembarking and say good-by to them.
This is a brief view of the most important part of the work of a flight
attendant -the flight itself.

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Discussion

1. Do stewards play an important role in the airline profession? When were

stewards first employed, and by whom?
2. Which of the airline personnel makes the most lasting impression on the
passengers?
3. What is the chain-of-command?
4. What do the members of the crew attend before they board the aircraft?
5. What is discussed at the crew´s briefing?
6. What is the pre-flight check of the cabin?
7. Once the airplane is airborne, what takes up the greatest amount of the
cabin crew´s time?
8. What is a difference between the meal service for first-class and
economy-class passenger?
9. What do cabin attendants do in addition to serving the meal?
10. What does the purser do when the flight nears its destination?

7
BECOMING A FLIGHT ATTENDANT

Special Terms

Application: The written document that someone who is interested in

becoming a stewardess must fill out and submit to the airline company before
she can be accepted for employment. This is first step toward begin hired. The
application is sometimes called a questionnaire.

Base City: The city in which a stewardess lives while she is working for an
airline. She is assigned to the base city by her airline, and that is where she
returns and stays between flights.

Eligibility: The state of having or not having the requirements for employment
that are demanded by a particular airline. These requirements include such
things as age, height, weight, education, languages, citizenship, and so forth.

Interview: A personal meeting with a representative of the airline which an

applicant must have before being accepted for employment. This is scheduled
after the application has been submitted and approved.

Discussion

1. What is a base city?

2. What is eligibility? List some eligibility requirements.
3. When is an interview scheduled?

8
Review

A. The following questions are adapted from and advertisement to attract

applicants for stewardess jobs. Answer the questions to determinate if
you would quality as a stewardess.

1. Are you at least eighteen years old? What is your age?

2. Are you least one meter fifty six centimeters tall? What is your height?
3. Are you high school graduate? What is your educational background?
4. What language do you speak fluently?
5. What is your citizenship?
6. How is your health?
7. How is your appearance?
8. What city do you live in now? Would you be willing to move to some
other city? What cities would you be willing to live in?
9. Do you like to travel? Where have you traveled?
10. Do you like meeting people, and do they like meeting you?
11. Would you like to be a stewardess (or steward)? For what airline would
you like to work?
12. Are you willing to take a training course? Could you take the course
immediately?

9
TRAINING
Airline Vernacular: The special vocabulary that is used in the airline industry. This may refer to
any phase of the operation of the airline, and the flight service personnel are expected to be
thoroughly familiar with it. It may also be called airline terminology.
City Code: A sequence of three letters to identify a city or airport in that city. This is in
worldwide use in the airlines industry in order to simplify identification. For example, the
personnel of all the airlines know that JFK refers to John F. Kennedy Airport in New York, IAD
refers to Dulles International Airport near Washington, D.C., and MAD refers to Madrid. The city
code is sometimes referred to as code designator.
Identification Code: The number code by which airline routes and flights are identified. This
differs from one airline to another, but there are certain standard features. All northbound and
eastbound flights, for example, are even-numbered, and southbound and westbound flights are
odd-numbered.
In-Flight Announcements: Short messages to the passengers that members of the flight
service crew make on a routine basis. They concern such things as preparation for takeoff or
landing and for meal service. On international flights, the announcements are usually made in
several different languages.
Pre-Arrival Material: Training materials that some airlines supply to the prospective stewardess
in advance of training so that she can study it before she arrives at the training school. There is
usually a test on the content of the material after her arrival.
Regulatory Agency: A government organization that has the authority to make and enforce
rules that affect the airlines. They are concerned with such things are airlines safety standards
and competition among the airlines. The Dirección De Aviación Civil (DGIA).
Training Facility: The school at which an airline trains it stewardesses (and sometimes other
personnel). This facility may be either large and elaborate or very small, depending on the size
of the airline itself.

Vocabulary Practice

1. What is airline vernacular?

2. What is an airline city code? What is the city code for your city or the
nearest city with an international airport? What are some other examples
of city codes?
3. What is an airline identification code?
4. How are northbound and eastbound flights numbered? How are
southbound and westbound flights numbered?
5. What is a regulatory agency? Which government agency regulates the
airlines in your country?
6. What is training facility? What kind of training facility do the airlines in
your country operate?

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AIRPLANES AND HOW THEY FLY

Special Terms

Airfoil: The wing of the aircraft; the part of the plane which helps keep the
plane aloft by resting on a cushion of air.
Bulkhead: The partition or wall between sections of a plane. There is a
bulkhead between a cockpit and the cabin. There is another one between the
first-class section and the economy or tourist section.
Charter Flight: A flight in which an entire airplane is booked by a group or
organization. On a regular commercial flight, the seats are booked individually;
on a charter flight the whole aircraft is booked as a single unit.
Configuration: The pattern or arrangement of seats on an aircraft for a given
flight. This is subject to change. The bulkhead between the first-class and
economy sections is usually movable. A charter or other special group flight, for
example, might have a one class of service for the entire plane. An example of
this might be a military charter flight or a charter for a student tour group.
Deck: The floor of the plane. The cockpit is sometimes called the flight deck.
Fuselage: The body of the aircraft. The wings and the tail are attached to it.
Mock-up: A simulated aircraft or section of one used in on-the-ground training
of flight crew members.
Range/Operating Range: The maximum distance that a given aircraft can fly
before stopping to refuel.

Vocabulary Practice

1. What is the airfoil? What does the airfoil do in flight?

2. What are bulkheads? Where are they usually located?
3. How does a charter flight differ from a regular commercial flight?
4. What is the configuration of an airplane? How can it be changed?
5. What are the deck and the fuselage of an airplane?
6. What does operating range refer to?
7. For what is a mock-up used?

11
Airplanes and how they fly

One of the first things that cabin attendants have to learn is how and why
airplanes fly. Both in training school and later in actual flight, they will become
familiar with the theory of flight and the types of aircraft that the airline uses. A
basic understanding of the principles of flying is necessary because passengers
frequently ask questions about this subject, and they expect the cabin
attendants to be able to answer them.

Certain laws of nature are utilized in flight. The first requirement is the
airfoil, which is commonly called the wing. This is a shaped like a flattened
teardrop. The aircraft is supported by the earth’s atmosphere. What we think of
as air is really a mixture of gases that have mass and weight but not shape.

The forces that act on the airplane in flight are weight, lift, thrust, and
drag. Weight refers to the force of gravity that acts on the plane and everything
it. In order to fly, the plane must create a force stronger than the force of its own
weight. This is called lift. The lift is produced the movement of the air around the
wing as the plane moves through it. When the wing moves through the air
quickly, a low pressure area vacuum is created on top of the wing, and a high
pressure or normal area is created under the wing. It is like a cushion of air on
which the plane rests and stays aloft during flight. An airplane propelled by the
thrust of its jet engines can be thought of as flying on this cushion of air. Drag is
the total resistance of the air to the aircraft passing through it. It may occur
when the wing moves through the air to create lift, or it may occur when the
landing gear is lowered.

The pilot has controls that enable him to operate the plane as it moves
through the air. He can cause it to ascend, descend or remain level. He can
also make turns in the air. This is called banking. The control utilized the forces
of the air by making slight adjustments or changes in the wings or the tail. When
the flaps –the hinged sections of the wing-are raised or lowered by the pilot,
they can cause the aircraft to increase lift, decrease landing speed, and so
forth. Similarly, changes in the tail of the aircraft cause the plane to turn to the
right on the left.

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 Weather and atmospheric factors also affect flight. A headwind, or wind
blowing against the nose of the plane, will decrease speed. A tailwind will have
the opposite effect. Altitude also affects flight.

While today’s airlines utilize many different kinds of aircraft-manufactured

by a number of different companies in the aeronautical, industry- there are
standard features common to all. Some of the smaller airlines may still use
propeller aircraft, but the international airlines use jet planes on almost all their
flight.

Many planes are identified by manufacturing company and model

number in a kind of code that identifies the size, type of plane, passenger
capacity, and other information. For example, the Boeing 707 is a medium-sized
jet aircraft. It can carry up to 177 passengers and has four engines. Its cruising
speed is 575 miles per hour, and the maximum operating range is 5,680 miles.
It flies at an altitude of 25.000 to 40.000 feet and has to galley complexes, one
each for first-class and economy passenger. There are also two smaller or
auxiliary galleys. There is lounge for first-class passengers in the forward
section of the aircraft.

Smaller than the 707 is the Boeing 727, which is used primarily for
short-range flights. The 727 carries up to 128 passengers, has three engines,
and cruises at a speed of 575 miles per hour. The operating range is 2,450
miles at altitudes from 25,000 to 42,000 feet. It has one galley with several
smaller additional work areas and services bar.

The largest of all jet aircraft operating today is the Boeing 747. It is often
referred to by passenger as a “jumbo” jet, but this term is disliked by most
airlines since it connotes clumsiness, and the 747 is anything but clumsy. It can
carry 366 passenger in a normal configuration (that is, with both first-class and
economy sections), or up to 490 passengers in an all- economy configuration
for a charter flight. It has four engines and a cruising speed of 625 miles per
hour. The operating range is 6,000 miles, and the operating altitude is 25,000 to
45,000 feet. The 747 is so large that just the fuel it carries weighs as much as a
fully loaded 727. The 747 has six galleys, three auxiliary galleys, and twelve
laboratories. There is also an upstairs lounge and bar for first-class passengers.
Many airlines have made modifications in the interior of the 747 to provide
greater luxury and comfort for their passengers.

13
 Other popularly-used American-made aircraft are the McDonnell Douglas
DC-8 DC-10 and the Lockheed Tristar 1011. The DC-10 and the Tristar are both
“jumbo” jets, though not quite as large as the 747. Other jet aircraft on
international routes are the European-made Airbus and the Russian-made
Ilyushin.

There are certain features that apply to both medium- and long- range
planes. The fuselage or body of the plane consists of the flight deck, where the
pilot and the rest of the flight crew work, and the cabin, or passenger section of
the aircraft. The cabin is divided into two sections, the forward one for first-class
passenger section and the rear one for one economy passenger. There is a
partition called a bulkhead between the two sections. It is movable, so that it
can be moved forward or backward to provide the proper number of seats in
each class of service on a given flight. Another bulkhead separates the flight
deck from the cabin. The partition separating the galley from the rest of the
cabin is also called a bulkhead.

There are more economy than first-class passenger on any given flight,
although in certain circumstances, such as charters or other special flights, an
entire plane may have one class of service. The seats in first class are larger
and spaced farther apart than in economy class. In the latter, passengers may
be seated three across on flights that are completely booked.

The pattern of seats, cargo partitions, and other items that are specified
for a particular airplane, flight, or type of service is called the configuration. The
seats have both numbers and letters. In many planes, the letters begin “A” on
the left side of the cabin, with the highest letter on the right side of the cabin
nearest the window. Incidentally, airline vernacular uses the terms port and
starboard to indicate left and right, respectively. For convenience, the seats may
be referred to as inboard or outboard; this designates their position relative to
aisle and window. Inboard refers to the engines closet to the fuselage or the
seats closets to the aisle; outboard refers to the engines farthest from the
fuselage or the seats closets to the windows. In first class, some airlines mark
each seat with the name of the passenger for whom it has been reserved.
Incidentally, in airline vernacular the abbreviation for passenger is PAX, and first
class and economy class are designated by FICL and EY respectively.

Another aspect of the aircraft and equipment that the flight service crew
must be thoroughly familiar witch is the emergency equipment. This is a very
complex network of equipment to be used only in specific kinds of emergencies.

14
The introduction to and familiarization with emergency procedures is probably
the most important part of stewardess training.

Discussion
1. Why do cabin attendants have to learn about the theory of flight?
2. What should they know about the air in explaining how planes fly?
3. What are the forces that act on an aircraft in flight?
4. What does weight mean in aeronautical terms?
5. What is meant by lift?
6. What are thrust and drag?
7. How does a pilot control an airplane?
8. What makes the plane go up and down? What makes it turn left and
right?
9. What are some of the atmospheric conditions that affect flight?
10. What kinds of planes are used on most international flights?
11. Give the principal features of the Boeing 707?
12. Give the principal features of the Boeing 727?
13. What makes it possible to change the seating arrangement on a plane?
14. How are the seats on a passenger plane are usually identified?
15. What do the terms starboard and port mean? What do the words
outboard and inboard indicate?
16. What are the abbreviations in airline vernacular for passenger, first class,
and economy?

Review
A. Identify the following parts of the aircraft.

15
ASSIGNMENTS AND SCHEDULE

Special Terms

Base City: The city to which a stewardess is assigned by the airline. Each
company has its owns base cities. It is also called the places of domicile
because the person lives in the city and returns there between flights.
Grounding: The states of being ineligible for flight service because or specified
reason, usually sickness. This is called a medical grounding.
Jet Lag: The condition in which the body has not yet caught up with the change
Tokyo, for example, the traveler suddenly finds himself on a schedule that is
twelve hours ahead of what it was at his point of departure. He will usually be
hungry and sleepy on the basis of the New York time, and he will suffer some
temporary dysfunction. This might last several days before the body has a
chance to overcome the lag or catching-up period that it caused by the time
difference.
Layover: A rest period of twelve hours or more at one of the cities where a
plane lands during a long flight. The crew that has been working the flight will go
to hotel
Route: The way or line over which transportation moves between two points. A
route can be direct –Miami to Caracas, for example; or it can include other
points in between –Miami to Caracas by way of Panama, for example, All the
commercial airlines have regular routes for which they have schedules. The
schedule or timetable includes all the routes, the cities on those routes, the
flights, the times of arrival and departure on the flights, the type of the aircraft,
meal service, and so on. Most airlines also publish route maps.
Seniority: The relative status of flight service crew members of an airline. This
may be determined by length of service, or for new graduates of airlines training
school, by such things as age or final test scores. Seniority is important in the
awarding of base city assignments or bid lines.
Time Zones: The twenty-four regions or divisions of the globe which
approximately coincide with the meridians at successive hours, or distances,
from the observatory at Greenwich, England. There are also called time belts.
Turnaround: A round-trip flight on which the same crew works both going and
returning. There is a rest period of several hours in the city of destinations, after
which the flight originated.

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Vocabulary Practice

1. What is a base city?

2. What does grounding mean?
3. What is jet lag? Give an example of a flight on which a person would
probably suffer from jet lag.
4. What is a layover?
5. What is a route? Give an example of a route that includes the city where
you live or the nearest city with an international airport?
6. What is seniority? How is it determinate?
7. What is a time zone?
8. What is turnaround?

17
THE FLIGHT:
BOARDING AND TAKEOFF
Special Terms:

Announcement Handbook: A book containing the announcements that are

read to passengers at specified times. The handbook is kept aboard the aircraft.
The announcements are usually routine in nature and deal with greetings,
notices of meal and cocktail service, and so forth. They also deal with
emergency procedures or other special instructions. On international airlines,
the announcements are in English and the other languages appropriate to the
flight and the airline.
Bassinet: A special cradle carried aboard the aircraft. It can be attached to the
cabin wall with special fittings.
Customer Service Representative: The airline agents who assist the airline
agents who assist the passengers on the ground at the airport. They do
everything from checking them in for the flight to helping them clear customs
after arrival. They are also called airport passenger service agents or simply
passenger service agent.
Demonstrator Life Jackets: Life Jackets used for showing the passengers
how to put on and inflate their own life jackets. On American flag-carriers, this is
done
Stowaway: A person who boards the aircraft illegally and attempts to hide
somewhere on board for the purpose of getting a free ride to his destination.
Flight service personnel check the aircraft for stowaways at the beginning of
each flight.

Vocabulary Practice

1. What does the Announcement Handbook contain?

2. Why are bassinets carried on a passenger plane?
3. What are Customer Service Representatives? What else are they called?
4. What is the demonstrator life jacket used for?
5. What is a stowaway?

18
The Flight: Boarding and Takeoff

The rewards of being a flight attendant are plentiful, especially because of the
opportunity to travel. But ultimately the decision to choose this career should be
based on the responsibilities during the flight. This is the heart of the job.

Typical flight service duties can be grouped into several categories, listed here
in chronological order:

A. Pre-departure
B. Passenger Reception
C. After Takeoff
D. Mid-Flight
E. Pre-Arrival
F. After Arrival

A. Pre-Departure

At base city airport, the flight service crew report to a Briefing Office on
Supervisor’s Office to receive any information they may need to know about
the flight. The in-flight purser (they chief stewardess) holds a short briefing to
assign specific duties and explain plans for the flight. If it becomes
necessary during the flight to change any of these plans, there is another
brief meeting in-flight to explain the changes.

In some cases, one stewardess will go to the passenger departure area

and introduce herself to the passengers. She answers any questions they
may have concerning the flight, such as meal service times and departure
and arrival times. When departure is announced, she leads them to the
plane.

The cabin attendants also report to another briefing, this one held by the
captain. At this meeting, such matters as weather conditions and the flight
plan are discussed.

19
The Customer Service Office keeps a special purser’s log and seat chart
that must be checked for special information. This may include such things
as passengers who should be shown extra courtesy; passengers who
require special attention for reasons of health; infants on board; passengers
with special diets; passengers with language problems; and so forth. There
is also information on celebrities or special persons or groups on the flight.
The purser gives the captain this information at his briefing so that he can
take any special action that he wishes.

The flight attendant , except for the one in the departure lounge, board
the plane as early as possible and do the following:

1. Check the cabin –including the galleys and lavatories- to see that
everything is clean, that supplies and equipment are in place, and that
the coffee-makers and ovens are functioning properly.
2. Check the demonstrator life jackets and oxygen masks.
3. Begin preparation of the first cocktail or meal service.
4. Secure equipment for takeoff.
5. Set up bassinets if there are going to be infants on board the flight.
6. Place magazines, route maps, newspaper, and timetables in the
magazine racks in each section.

B. Passenger Reception

Five minutes before boarding, the stewardess checks the boarding music
for the correct volume. This music is played over the plane’s loudspeaker
system until five minutes before takeoff but not during the flight. Is there is
any reason to delay passenger boarding, the purser notifies the passenger
service agent in the departure area.

A flight attendant stands at each cabin door to welcome the passenger

aboard. They check each passenger tickets envelope or boarding pass,
which shows the passenger’s name, the flight number, the date, and the
assigned seat number. Other crew members show the passengers to their
seats. On flights where there is a meal to be server right after takeoff, the
people who are working as galley attendants may stay in the galley with the
curtain closed as long as they are not needed in the cabin.

20
 The customer service representative the chief stewardess of the number
of passenger who have checked in. If and onboard count is needed, the
ground personnel are responsible for making the count. They also check the
cabin, galleys, lounge, and lavatories for stowaways. The stewardesses
meanwhile check to see that all the documents necessary for the flight are
on the plan.

The ground personnel close the cabin door from outside, and a cabin
attendant locks it from the inside. Then the cabin attendants check to see
that the cabin is secure; that is, that there is no loose equipment, that the
flight service crew are in their assigned positions, and that the passengers
are sitting in their assigned seats. After this check, one of the flight
attendants be goes into the cockpit and tells the flight engineer that the
cabin check is complete. She also informs him the number of passenger. It
is necessary for the passengers to sit in their assigned seats for takeoff. This
ensures proper weight and balance for the aircraft. If the passengers are not
seated in the correct pattern, spread evenly through the cabin, or if they are
clustered in the rear of the plane, the flight service crew notifies the cockpit
at once.

The chief flight attendant makes the welcome announcement right after
the cabin doors are closed. On an international flight, the announcement is
usually made in two or more languages, one of which will almost certainly be
English. The announcements are all printed in the flight service handbook,
and the stewardess should of course know which one to choose.

A typical welcome announcement might go like this:

Good (morning/afternoon/evening) ladies and gentlemen. I am your

(Flight Service Director /Purser) and my name is ( ). We'd like to welcome
you aboard Pan Am`s flight ( ) to ( ). At this time, please check to see that
your seat belt is fastened, your seat is upright, and your tray table is closed.
Your cabin baggage should be under the seat in front of you (747: or in the
overhead compartment). No smoking will be permitted until the captain turns
off the “No Smoking” sign, and at no time is smoking permitted in the
lavatories.

Our flight time to ( ) will be ( ); we will arrive at ( ) local time. If you’d

like to set your watch, it’s now ( ) in (first destination). Captain ( ) will give
you a report on our flight plan just as soon as his duties permit. It may
interest you to know that our cabin attendants on this flight come from ( )

21
and that we can speak with you in ( ). It’s nice to have you aboard Pan Am
(this morning/ this afternoon/ this evening) and we hope you have a pleasant
flight.

Before takeoff, the flight attendant gives the life jacket and oxygen mask
demonstration when it is required. On American-flag aircraft, it is required for
all over-water flights, and most international airlines follow this procedure.
Usually one stewardess in the first-class cabin and two others in the
economy section will give demonstration so that all the passenger can see.

The following are typical life jacket and oxygen mask announcements
that are made while the demonstrations are being given.

A life jacket is provided for each passenger and is located under your
seat; you may reach down to notes its location but please do not remove the
jacket unless you are instructed to do so by your crew. Your cabin attendant
will now demonstrate how to wear the life jacket. Hold the vest in front of you
with the top up. Place your arms through the two loops at the sides, then slip
the vest over your head. Lean forward in your seat, take hold of the straps
under your arms give them a sharp downward pull to extend the back flap.
Pull the yellow tabs to tighten the straps around your waist.

Inflate your life jacket after you have left the aircraft-never before.
Inflation is automatic when you pull down on either one of these red handles.
Your life jacket may also be inflated by blowing through these tubes.

Our cabin altitude is controlled for your comfort but should it change, an
oxygen mask will be automatically released from the unit above your seat.
Pull down sharply on the mask, place it over your nose and mouth and
secure it with the strap as your cabin attendant is now demonstrating.
Continue to breathe normally until you are advice that the masks are not
longer needed. We ask that you do not smoke while oxygen is in use.

In addition, the flight attendants will make an announcement concerning

exits, rafts, and landing gear. Pan Am stewardess, for instance, will make
one of the following announcements, depending on the aircraft:

22
For 747:

A safety instruction folder has been placed in the seat pocket in front of
you. We ask that you review the information contained in it. On our 747, the
emergency exits are the 10 doors on both sides of the airplane. Instructions
for operating for opening the exits are on the doors. Please familiarize
yourself with the exit nearest you.

(If Pax are carried in the UDL add: For our passengers on the Upper
Deck, please note that your emergency exit will be down the staircase and
out the first available exit. In the event the staircase is blocked, an additional
door with an evacuation slides is located in the cockpit).

Life rafts are located in the ceiling compartments above all doors. Shortly
after takeoff and again before landing, those of you seated in the center of
the cabin will hear a sound and feel a slight vibration. This is the landing
gear being locked into position and perfectly normal.

(Please see page in the Appendix for typical emergency instruction taken
from a Pan Am instruction folder).

For 707:

A safety instruction folder has been placed in the seat pocket in front of
you. We ask that you review the information contained in it. On our 707, the
emergency exits are the 2 entry doors at both ends of the airplane, the 2
galley doors, and the 4 windows exits directly over the wing. (For 321-C
adds: this particular 707 has 2 more exits just behind the wings).

Please familiarize yourself with the exit nearest you.

Life rafts are located in the ceiling, in the forward, center, and rear
positions of the cabin. Shortly after takeoff and again before landing, those
of you seated in the center of the cabin will hear a sound and feel a slight
vibration. This is the landing gear being locked into position and is perfectly
normal.

23
For 727:

A safety instruction folder has been placed in the seat pocket in front of
you. We ask that you review the information contained in it. On our 727, the
emergency exits are the forward entry door, the galley door just forward of the
wings, and the window exits directly over the wings. The door at the rear of the
aircraft may be used as an emergency exit, but cannot be opened in flight.

Instructions for opening these exits are outline on each door and window.
Please familiarize yourself with the exit nearest you.

Life rafts are located in the ceiling in the forward and center positions of the
cabin. Shortly after takeoff and again before landing, those of you seated in the
center of the cabin will hear a sound and feel a slight vibration. This is that
landing gear being locked into position and is perfectly normal.

Just before takeoff, the stewardess check to see that all seat belts are fastened
and that no one is smoking. They also check to see that the seat tables are
closed. They then distribute newspaper and magazines. If there is any delay,
either at the ramp or on the runway, they advise the passengers in simple
language as to the reason for the delay. Finally, the stewardesses take the
positions that are assigned to them for the takeoff.

C. After Takeoff

When the plane is in air, the flight service crew check with the captain to find
out is there are any flight conditions that might delay or affect the meal
service, or announcements about in-flight movies.

Above all, they see to the comfort of the passengers. In a sense,

stewardess is like a hostess in her own home who checks to make sure that
her guest are comfortable. They may give passengers with babies special
help, or they may check on the comfort of elderly or handicapped
passengers. They offer pillows and blankets to the passengers, and help
them to adjust their seats.

If it is an international flight, the passengers may be on board the plane

for at least several hours. The airline wants them to be as comfortable as
possible, and it is the duty of the stewardess to see that this policy is carried
out.

24
Discussion
1. Into what categories can flight service duties be grouped?
2. What does one of the stewardesses do in some cases?
3. What other briefing do the cabin attendants report to? What is covered at
this meeting?
4. What kind of information do the stewardesses get from the Costumer
Service Office?
5. What does the stewardess’s check before the passengers come on
board the plane?
6. When is music played on the aircraft? When does the stewardess check the music?
7. What happens in case of a delay? What reasons might there be for
delay?
8. What do the stewardesses do while the passengers are boarding the
plane?
9. Who is responsible for making a passenger count? For checking for
stowaways? For seeing that all necessary documents are on the plane?
10. What do the stewardesses check after the cabin door is locked?
11. What is it necessary for the passengers to sit in their assigned seats for
takeoff?
12. What announcement is made right after the cabin doors are closed? In
what languages is the announcement made?
13. On what kind of flights is a life jacket and oxygen mask demonstration
usually given?
14. What are the final duties of the stewardess just before takeoff?
15. After the plane is in the air why does the flight service crew consult with
the captain?
16. What announcements might be appropriate at the time?
17. What is the most important concern for the stewardesses after takeoff?
What are some of the things they might do?
18. Why is it important for a stewardess to have a friendly and helpful
personality?

25
THE FLIGHT:
MID-FLIGHT AND ARRIVAL

Special Terms

Call Button: The button that the passenger presses in order to call the
stewardess to his seat he needs something. The button is located overhead on
some aircraft and in a panel on the armrest in others. A light above the seat
goes on when the button is pressed.

Crew Change Point: The place at which the cabin and cockpit crews on a flight
are replaced by different crews. The original crews proceed to a hotel for food
and rest for least twelve hours is most cases before they resume flying.
Meanwhile, the original flight continues with the new crews on board.

ETA: The abbreviation for estimated time of arrival.

Interphone: Phone on the plane by which the cabin crew can talk cockpit crew.

Purse’s Log: Record of the flight in which all pertinent information about the
service is recorded, including the purser’s evaluation of the quality of service.

Spray Announcement: In some countries, spraying the cabin against insects is

required when the plane lands and before the doors Is opened. If so, there is a
brief standard announcement to let the passenger know what is happening.

Vocabulary Practice

1. What is a call button? Where is located? What happens when it is

pressed?
2. What is a crew change point? Would there be a crew change point on a
layover or a turnaround flight?
3. What is an interphone?
4. What is the purser’s log?
5. What is a spray announcement? Why is a made?

26
The Flight: Mid-Flight and Arrival
In this unit, we will continue with our discussion of the duties of the
stewardess during the flight and upon the arrival of the plane at its destination
Meal and drink service, however, will be discussed in the following unit.

D. Mid Flight

The cabin attendants check the special information log and the seating chart
for passengers who require special attention. Such passengers might include
mothers with young children or those who need special diets. Most airlines also
have certain categories of passengers who require extra courtesy and attention,
and the stewardesses should check to see if any of these passengers are on
board the flight.

The crew also tries to identify passengers who have never traveled by air
before. They try to make the flight more enjoyable for these passengers by
providing them with information about the route, the changes, the aircraft, and
anything else that might make them more relaxed and comfortable.

The stewardess also attempt to identify passengers who have language

difficulties. If there is a stewardess on the flight who can speak the language of
such a passenger, she tries to determine the needs of the passenger and
answer any questions. These passengers should always be kept informed of
what is going on. Sometimes, if none of the stewardesses can speak a
passenger’s language, it is possible to get help from another passenger.

The cabin attendants learn to be sensitive to the special needs of certain

groups of passengers. This often involves questions about food or drink service.
If, for example, there were a group of Muslim pilgrims on the flight, it would be
safe to assume that they would not drink alcoholic beverages. The stewardess
would inquire discreetly to make sure on this and then be prepared to them only
fruit juices and soft drinks.

The stewardesses make frequent cabin checks throughout the flight. They
do this approximately every fifteen minutes, walking the length of the cabin
slowly and offering any services that may be needed by the passengers. While
they are making the cabin checks, they watch for signs of anxiety on the part of
the passengers. If there is a sudden noise, a steep bank turbulence, or anything
else out of the ordinary, it is not to be ignored. If it is not important, the cabin

27
attendants should walk the length of the aisle as if performing some routine duty
and they should smile at the same time.

The flight service crew members should always deal with the passengers
and with each other in a professional and dignified manner. It is necessary to
avoid excessive familiarity with the passenger s. the cabin crew must also pay
careful attention to their personal appearance during the flight. The airlines
consider good grooming to be representative of the flight attendant’s good will
and personal pride.

When the cabin crew is making its period checks, the passengers will often
have questions about service, schedules, routes, and weather. The cabin
attendants try to answer these questions pleasantly, and they should avoid
airline jargon with which the passengers may not be familiar. In addition to
making the regular cabin checks, the attendant should answer call buttons
promptly and courteously.

The cabin attendants are also responsible for the neatness and cleanliness
of the passenger cabins. They keep the cabin, the lavatories, and the galleys
clean at all times. If there are lounges on the plane, they must be kept neat and
clear of briefcase, purses, galley equipment, and so on. Cabin attendants report
any item of equipment that is not working properly to the flight engineer.

The cabin crew is also responsible for keeping the passengers up to date on
information about the flights such as time changes and weather conditions. This
is usually done by means of announcements over the loudspeaker system on
the aircraft.

The stewardesses control the cabin temperature. They should keep in mind
that the inactive passenger need more heat than the working crew members.

Looking after the flight crew is another responsible of the cabin attendants.
They check the cockpit to determine what may needed there. They can check
by going into the cockpit or on the aircraft interphone. The captain tells the
cabin crew at his briefing which method to use.

Before the plane arrives at its destination, or at intermediate stops, the cabin
attendants distribute and explain any the passengers to fill out the forms at their
convenience.

28
 E. Pre-Arrival

The cabin service crew has a number of tasks to perform in the last minutes
arrival. Many of these might be called cleaning-up chores. For example, they
return all equipment-including headsets if there has been an in-flight movie- to
the appropriate storage areas. They also clean the galleys and the auxiliary
galley areas and turn off all switches in the galleys.

They have to gather up pillows, blankets, and magazines. They must also
sure that the cabin, lounge, and lavatories are clean and neat. The
stewardesses also collect service items such as razors, playing cards, and
game kits that have been given out on the passengers.

On a final check, the stewardesses will check to see that seat belts fastened
and that the seats are in the upright position. The seat tables must be closed,
and the passengers are cautioned not to smoke while the plane is landing and
while it is on the runway. When appropriate, they also check to see that all the
passenger and crew members have filled out all necessary documents.

There are also several announcements to be made before arrival. The first
notifies the passengers that the flight will be landing in a few minutes. At the
same time, local time and weather conditions are announced. If the plane is
making a transits stop-that is, if it will continue on to another destination-the
length of time the plane will be on the ground is announced. The passengers
are also to take their personal effects with them and to have their travel
documents ready.

If they landing at an airport where local health requires that the plane be
sprayed against insects, there will also be a spray announcement so that the
passenger will know what is happening. Announcements are also made when
the seat belt and no-smoking signs are turned on.

Finally, there are forms to be completed. One of these will probably be an

inventor for liquor and cigarettes, If they are arriving at a crew change point, the
purser’s log must be completed before landing. The purser’s log is a record of
the service on the flight. On most airlines it must be signed by the captain.

29
 F. After Arrival

Once the plane is on the ground, the stewardesses are responsible for
turning on the cabin music. While the plane is still on the runway, one of the
stewardesses will-on behalf of the airline- thank the passengers for traveling on
the flight.

The stewardesses station themselves to bid the passengers farewell. One of

them is usually stationed at the foot of the ramp in order to help anyone who
needs assistance. A passenger with a baby or an incapacitated passenger
might need help in deplaning, for example. The flight service crew is also
responsible for notifying the ground passenger agents about anyone on the
flight who might need special assistance or who should receive special
attention.

On final check of the cabin is made to be sure that the passengers have not
left behind any personal effects. If any are found, they are turned over to the
ground passenger agents.

30
Discussion
1. For what kinds of passengers must the cabin attendants check? Can you
add categories of special passengers to those that are discussed here?
2. What do stewardesses try to do for passengers who are flying for the first
time?
3. What do the stewardesses do if they have a passenger with a language
difficulty?
4. Can you think of any other group that might require special treatment
besides the one that is mentioned in the reading?
5. How often do the stewardesses make checks of the cabin? What do they
do during the cabin check?
6. How does a stewardess behave if the plane makes a sudden but
unimportant maneuver that causes the passengers anxiety?
7. Why the cabin crew pay careful attention to their grooming during the
flight?
8. How the cabin attendants answer the passenger’s questions?
9. What must the stewardesses do to keep the aircraft neat and clean?
10. What information about the flight do the cabin attendants give the
passengers?
11. What should a stewardess remember about the cabin temperature?
12. What responsibility do the cabin attendants have for the flight crew?
13. What do the stewardess look for on the final cabin check?
14. What announcements are made before the plane lands?
15. What form will probably have to be completed?
16. What do the stewardesses do when the plane is on the ground?
17. Where do stewardesses station themselves when the passengers are
ready to disembark?
18. What sort of passengers might need help in deplaning?
19. What passengers would the cabin crew notify the ground passenger
agent about?
20. Why is one final check made of the cabin?

31
Review
A. The routine announcements that are made during a flight are concluding
in a handbook where they also translated into a number of different
languages. A cabin attendant who is qualified in the language reads
them from the handbook. There are also, however, announcements that
are not standard. These are often announcements that the captain
makes about the flight. They must be translated into the languages that
are appropriate to the flight by one of the stewardesses. Given below are
example are examples of a few such announcements. Translate them
into your native language besides English.

1. Good morning, ladies and gentlemen. This is the captain speaking. I’d
like to welcome you on board Northwest, flight number 103. The weather
for our flight this morning is good. Our flying time should be approximate
two and one-half hours, so we should be arriving at Gimpo Airport in
Seoul at eleven thirty A.M. We’ll be flying at an altitude of 28,000 feet,
and our cruising speed will be 575 miles per hour.

2. This is the captain speak ladies and gentleman. In about three minutes,
we’ll be passing Mont Blanc. The passengers sitting on the port side of
the plane will get a clear view from the cabin windows. The cabin
attendants will be serving breakfast shortly after we pass Mont Blanc. We
hope you enjoy your flight.

3. Ladies an gentlemen, we expect to have a smooth flight this afternoon.

So after the seat belt sign has been turned off, if you care to walk around
the cabin, feel free to do so. However, if you stay in your seat, we’d like
to ask that you keep your seat belt loosely fastened, as we do here in the
cockpit.

4. This is the captain speaking, ladies and gentlemen. I`ve just turned on
the seat belt sign, and I`d like to request you to return to your seats. We
entering a weather front with thunderstorm activity, and we`re going to
have a bit of bumpy weather. For your own safety, please stay in your

32
 seats and keep your seatbelts fastened. We should pass through the
front in about half hour.

5. Ladies and gentlemen, we’ve encountered stronger headwinds this

afternoon than we had expected, so we’re going to arrive at Logan
International Airport in Boston about fifteen minutes behind schedule. We
should be on the ground and ready to disembark at about 4:15 P.M. The
weather in Boston is sunny, visibility is good, and the temperature is
49ºF.

6. This is the captain speaking, ladies and gentlemen. Traffic has stacked
up over Orly Airport in Paris, and we have received orders to circle. The
tower says we are the fifth plane cleared to land, so I`d estimate that we
will be on the ground in about forty minutes.

33
THE FLIGHT:
MEAL AND DRINK SERVICE

Special Term:
Cabin Procedures: The standardized set of practices that are followed for a
particular meal service. They may include distributing the menus, taking drink
orders, and so forth.
Commissary Personnel: This is the designation some airlines use to refer to
the people who put the food aboard the aircraft. Some airlines, particularly the
large international airlines, have their food prepared under the supervision of
well-known restaurants. The Commissary is also called the Catering Service.
Galley Procedures: The steps that cabin attendants take in the galley to
prepare the meals. These are prescribe in the manuals, and they include such
things as how to heart or cook the food that is being served, how to prepare the
trays for service, and so on. Galley procedures make up one principal part of
the meal service, and the cabin procedures make up the other.

Vocabulary Practice
1. What are the cabin procedures?
2. What are Commissary Personnel? What else is the Commissary called?
3. What is the difference between cabin and galley procedures?
4. What are provisions?
5. What is serving cart? For what kinds of service can it used?

34
The Flight: Meal and Drink Service
Of all the duties that the stewardess performs, the one that occupies the
greatest amount of her time in serving food and drinks to the passengers. This
may be simple or complex, depending on the length of the flight and the class of
service. But to do it well requires a great deal of training, planning, and attention
to detail. There is obviously a very small amount of space in which to work, yet
there may be a very large number of passengers to serve in a short time. It is a
situation that requires both organization and dexterity.

This aspect of airline service is the one that elicits the greatest reaction
from the passengers, both favorable and unfavorable. The airlines therefore
make every effort to provide good food and beverage, served with skill and
style.

Since drinks are usually offered to the passengers before meals, we will
discuss the drink service first.

Bar service is offered to first-class passengers on a complimentary basis;

it is available to economy-class passengers at a reasonable cost. The purser
(chief stewardess) keeps a careful record of the inventory of all liquor and also
of all the money that is collected. Soft drinks are offered in both classes at no
charge. The liquor often comes in small one-drink sized bottles that are usually
called miniatures. For first-class service, stewardess will mix the drink before
giving in to the passenger along with the glass, ice and mix.

Drinks can be served from a serving cart, which can be rolled through the
aisle, or on individual trays. Usually, if the cocktail service is very close to a
meal service, the trays be used, through each airline will have its own
procedures. When the bar carts is used, it is rolled to the passenger’s seat, the
order is taken drink is made and served right there. If the bar cart is not used,
drink orders are taken in advance, and then the drinks are served on snack
trays. On short flights, the stewardesses often begin taking the drink orders
before takeoff.

35
 The drink orders can be taken in many different ways. Some airline use
envelopes on which the passenger can mark his choice of drink- and in which
he can put his money if he is in the economy section. Others use a seating
chart on which the seat numbers are shown; in the space for each seat, the
stewardess writes an abbreviation for the drink. On other airlines, the
stewardess might write the orders on a snack tray divided into boxes that
represent the seats. Incidentally, the abbreviations for drinks might read B.W.
(for bourbon and water)., G.T. (for gin and tonic), and so on. The choice of
drinks on a plane is smaller than it would be at a bar on the ground.

Snacks are often served with the drinks. In first class, the snack might
consist of elaborate hot or cold canapés served on individual trays. In the
economy section it might be no more than a simple bag of nuts. Sometimes the
snack will be typical or the area of the world in which the aircraft is flying.

The meal services can be quiet complex. Some of the larger international
airlines have many different kinds of service, and the stewardess must be
familiar with service procedures for each one. For convenience, most airlines
designate the particular meal service with a number and letter code. For
example, # 1 FICL would be a course-by-course lunch or dinner for first-class
passengers; # 7 EY would be an economy-class breakfast service. In addition
to the designator for the type of service, there would be another designator for
what was going to be server. BJ, for example, would be juice, coffee, and tea for
a breakfast service; LC would be could lunch; DB would be a buffer dinner; RB
would be a refreshment service consisting of a light snack box service. Most
airlines try to vary the food service from one segment or part of the flight to
another. This helps eliminate passenger boredom on the longer flights.

The service for first class can be quite elaborate at times. On some
carriers, the large planes even have a separate dining room where the
passengers sit at tables instead of a their regular seats. In this case the service
is similar to that is fine restaurant, with many different courses and wines. The
food would probably be served from a rolling cart.

In the economy section, the procedure is much simpler, although there is

still a lot of for the stewardess to do. Sometimes menus are distributed on
international flights, even when there is no choice of food. Passengers like to
know what they will be having for their meals; and the menus also serve as a
souvenir of the flight. If there is a choice of items on the menu, the stewardess
first takes the orders. This is by means of a list that corresponds to the sat
numbers.

36
 There are basically three types of economy meal service. They are
dish-up service (frozen or chilled meals), cold plates, and casserole meals.
There are special cabin and galley procedures for serving each.

The dish-up service is served on a try. Meals are heated in the galley and
portioned out onto plastic dinner plates, which are then served to the
passengers. The airlines have detailed on how to heat the meals, including how
the ovens should be, how many portions to heat at the same time, an how long
to cook each item.

The cold plate service consists of a completely preset tray on which all
the food is cold. All the stewardesses have to do besides distributing the trays is
to serve coffee, tea, or another beverage.

The casserole meals are also a tray service. They are delivered to the
plane by commissary personnel-or the catering service as it is also called-and
placed directly in the ovens in the galley. The stewardesses have to regulate the
ovens according to the time when they want to serve the meal. Then they
remove the casseroles, place them on the preset trays, and distribute them to
the passengers.

The galley procedures for each meal are prescribed by the nature of the
meal itself. Every airline will have a manual for the procedures that are to be
followed in each case. The cabin procedures are generally similar, except for
first-class service, which is much more elaborate. In general, the cabin
procedures in the economy section are:

1. Distribute menus (if available)

2. Feed children first.
3. Serve coffee or another beverage after twenty-four passengers (or
whatever number is prescribed by a particular airline) have received their
meals.
4. Pick up trays from passengers who have finished and return the trays to
the galley.

37
 The major elements that contribute to good food service are the quality of
the food, the preparations, and the service itself. The airline bears the
responsibility for the first element, but the others depend largely on the
stewardess. These vital aspects of the service are up to her, and they make up
a major part of her job. The skill and courtesy of the stewardess in providing
meal and drink service may well help a passenger to choose the same airline
for his next flight. This fact underlines the importance of the role that the
stewardess plays in the air travel industry.

Discussion
1. What occupies the greatest amount of the stewardess’s time?
2. What must a stewardess do to ensure a good job on meal and drinks
service?
3. Why do the airlines feel that food and drink service are important?
4. Do first-class passengers pay for drinks? Do economy class passengers
pay for drinks? Do any passengers pay for soft drinks?
5. How does liquor usually come on a plane?
6. What is one difference between first-class and economy drink service?
7. When are trays used for drink service?
8. What are some of the systems that are used for taking drinks orders?
9. What kinds of snacks might be served with the drinks?
10. Is there only one kind of meal service?
11. How do airlines designate the meal service and the type of food to be
served?
12. Why do the airlines try to vary the food service?
13. To what would an elaborate meal in first class be similar?
14. What must the stewardess do if there is a choice of food on the menu?
15. What are the three basic types of economy meal service?
16. Describe the dish-up service
17. Describe the cold plate service.
18. Describe the casserole meal service.
19. Where would a stewardess find the galley procedures for different kinds
of meal service?
20. What are the general cabin procedures for economy-class service?
21. What are the major elements of good food service? For what is the
airline responsible? For what is the stewardess responsible?
22. Why are the skill and courtesy that a stewardess displays important to
the airline industry?

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THE FLIGHT: SPECIAL SERVICES
Special Terms
Duty-free: This refers to an item that nay be purchased either aboard the
aircraft on certain international flights or at special shops located in the
international passenger lounges or in transit areas in airports. The purchased
price of a duty-free item is exempt from the tax that is normally added than
items bought where the duty-free condition does not apply.

Headset: The piece of equipment that contains earphone and a wire that plug
into a small control panel in the arm of the passenger’s seat. The connecting
band between each earphone is usually worn under the chin. This is part of the
entertainment system on some flights.

In-flight Entertainment: The system that an airline provides for the

entertainment of its passengers during a long flight. Each airline has its own
name for the entertainment system it carries, but each usually has the same
components: A movie projection system, and individual earphones, which may
be used either for picking up sound of the film or for listening to various
channels of music or other audio programs.

Vocabulary Practice

1. What does duty-free refer to? Are duty-free items more or less expensive
bought where the duty-free condition does not apply?

2. What is a headset? Are headsets available on all flights?

3. What is in-flight entertainment? What are the components of this kind of

entertainment?

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 EMERGENCY INSTRUCTIONS

1. EMERGENCY OXYGEN Oxygen is provided for all passengers. In an

emergency the mask for breathing oxygen will automatically become
available at your seat. Pull it towards you, hold it securely over both nose
and mouth, and BREATHE NORMALLY. Oxygen will flow as you
breathe, DO NOT SMOKE. Extra mask are available for infants. Your
crew will advise you when oxygen is no longer required.
2. BRACING POSITION On the command BRACE FOR IMPACT, cross
your arms and rest them on the seat in front of you. Place your head on
your arms. If you cannot reach a seat, lean forward as far as you can and
claps your head on your arms. When the landing is made, the airplane
may bounce several times. Hold your position until the aircraft has come
to a complete stop. Follow the instructions of a crew.
3. DEBARK FROM AIRCRAFT When aircraft stops –not before- unfasten
your seat belt. Follow the crew’s instructions for debarking from aircraft in
a safe, orderly manner.
4. ESCAPE SLIDE For rapid escape to the ground, a special slide is
installed at each cabin door exit. All crew members know how to use the
slides.
5. OBEY THEIR INSTRUCTIONS.
6. PUT ON YOUR LIFE JACKET Your life jacket is located under your seat
instructed to by the crew put your arms through the loops and then place
the jacket over your head.
7. SECURING LIFE JACKET Graft the straps under your arms, lean
forward in your seat, and pull the back flap down. Pull the YELLOW TAB
on the waist straps.
8. LIFE JACKET INFLATION Only when outside the aircraft pull down
sharply on either one of these two RED inflation knobs and the life jacket
will inflate automatically. Pulling the second red handle will give more
inflation if it is needed later. To inflate orally, blow directly into black
inflation tubes. DO NOT INFLATE THE JACKET INSIDE CABIN. The
jacket light, powered by a water activated battery, can be turned on by
pulling the BLUE TAB MARKED, “Pull to Light”.
9. LIFE RAFTS Enough rafts are aboard for everyone, each with room for
twenty-five people. Every raft contains emergency rations, first aid and
water distilling kits, and many other useful items. Your highly trained crew
will launch the raft and explain their use.

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