Cabin Crew Learning Objective

In the following course you will learn many crucial procedures and information that is to be known when becoming a flight attendant. In this course you will learn the following

It is strongly recommended that you complete the sections in order to get the most out of your learning experience. You can do the sections out of order but this can result in some difficulties

What is a Flight Attendant?

Learning Objective

Be able to know the role of a flight attendant (Assumed Prior Knowledge)

What is A Flight Attendant?

A flight attendant is a person designed to carry out customer service on a aircraft. There main goal is maintain the safety of the passengers at all times. Flight attendants are informed of all passengers coming aboard the plane and notifying them of any allergy requirement, and also flying conditions. Also letting the passengers know all of the safety equipment and procedures in case of an emergency. 

QUIZ: What is a Flight Attendant?

  • A flight attendant is designed to carry out customer service aboard an aircraft
  • Flight attendants let passengers know of all safety procedures
  • Flight attendants show passengers how to use safety equipment
  • Flight attendants main goal is provide high quality customer service
Which options below is NOT a responsibility of a flight attendant?

Interactive Safety Activity

Drag and Drop the text to correct location on the plane safety sheet
  • No electronics allowed on takeoff/lading
  • Instructions on applying oxygen mask
  • Instructions on how to apply seatbelt
  • No smoking allowed on board the aircraft
  • Locations of emergency exits

Flight Attendant OHS Procedures

Learning Objective

The student will be able to demonstrate full knowledge of safety procedures on and off the aircraft

OHS Safety Procedures Flight Attendants have to follow.

Pre-Departure Safety Information and Procedures

Safety of all passengers aboard an aircraft before departure must be made by following the following procedures.

  • Make sure all passengers seat-belts are fastened and done up correctly
  • Make sure all large items are stored in overhead lockers 
  • Make sure all small items are stores in the seat or under the seat in front of the passenger
  • Make sure all electronic devices have been switched off or been switched over to flight mode
  • Make sure passengers know all the locations of the emergency exits and also toilets on board the aircraft.
  • Make sure to let passengers know that smoking is not allowed anywhere on the aircraft and that each toilet is fitted with smoke detectors
  • Make sure passengers know the correct way to use all safety equipment if required this includes the oxygen masks and flotation devices. 
  • Make sure passengers who are seated in exit rows know exactly what there responsibilities are if they are needed to open the exits. 

 

Video: Safety Instructions and Procedures on Aircraft

The following video explains all safety procedures both the flight attendants and the passengers need to know at all times. The video is the Safety In Flight Video from one of the worlds most renowned airlines which is Delta.

 

Fill in the blanks for the safety procedures

Make sure all passengers have fastened and done up  

All large are to be stored in  lockers.

Make sure all small items are stored or placed of the passenger in front of you.

Make sure all electronics are switched off or switched to on take off and landing.

Make sure passengers know the locations of the and the on the aircraft.

On the aircraft is prohibited in all areas.

Make sure passengers know the correct way to use all such as  

Make sure passengers know the responsibilities of opening emergency exits if seated in  

 

Select the right Image for Safety Procedures

Select the image that is NOT required for flight attendants to discuss to the passengers

Regulations and Policies on board Aircraft

Learning Objective

The student will be able to implement regulation and policies during aircraft safety and service situations without error

Aircraft Safety Regulations (Dangerous Goods)

For all airlines worldwide flight attendants and personnel must make sure that the passengers of there aircraft are not bringing any dangerous potentially fatal items aboard the aircraft. The items listed below are items that can't be brought onto the aircraft in accordance with International Air Transport Association (IATA) Dangerous Goods Regulations.

  • Spare batteries
  • Flammable Liquids
  • Gases and Corrosives
  • Oxygen and Explosives
  • Infectious Substances 
  • Oxidising Materials
  • Toxic Substances
  • Organic Peroxides
  • Flammable solids
  • Magnetized materials
  • Radioactive materials

Visual Information of Dangerous Goods

QUIZ: Regulation Enforcements

  • Flammable Liquids
  • Flammable Solids
  • Prescription Medicine
  • Explosives
Which of the options below is NOT a regulation enforced by the IATA?

QUIZ: Prohibited items on board the aircraft

  • Because these items can be illegal to own
  • Because the items are not a good idea to bring aboard
  • The items are dangerous and could potentially lead to harm on board the aircraft
  • Could potentially endanger the aircraft
Why are these items not allowed to be brought onto the aircraft?

Responsible Service of Alcohol

Learning Objective

The student will be able to demonstrate responsible service of alcohol on an aircraft

Observation of passenger behaviour

Being able to identify if a passenger aboard the aircraft is being effected by alcohol is a big factor. If a passenger on board is effected by alcohol this could cause disruptive and sometimes even violent behaviour which crew and other passengers on the plane don't want. It is important to inform the passengers on each flight about the airlines alcohol policies on board as some airline and countries have different policies. If cabin crew members believe that the passenger they are serving alcohol to has had enough they have the right to refuse service to the customer and publicly inform them of the drinking policies aboard the aircraft so there is no further risk to passengers or crew aboard the aircraft. 

Situational Question

Which person below should you refuse alcohol to?

Standard Drinks and Levels of Intoxiation

It is important for the cabin crew to know what makes up a standard drink for any type of alcoholic beverage. This will help keep the intoxiation levels of the passengers down to keep a nice environment within the cabin. However, as well as this it is following the IATA regulations for service of alcohol on board aircraft's. The traffic light system is a good system to figure out how intoxiated a passenger is just be observing them. There are three levels green level, yellow level and red level.

Green Level

  • Sociable
  • Relaxed
  • Comfortable
  • Happy

Yellow Level

  • Reduced inhibitions
  • Impaired judgement
  • Being overly friendly
  • Arguing and baiting
  • Increasing alcohol consumption

Red Level

  • Moving in slow motion
  • Glassy-eyed
  • Spilling drinks
  • Unable to sit up straight
  • Walking awkwardly

Visually explaining the Traffic Light System

QUIZ: Green Level Traffic Light System

  • Carless with money, sociable, comfortable, relaxed
  • Being overly friendly, comfortable, sociable, relaxed
  • talking loud, relaxed, comfortable, sociable
  • relaxed, sociable, comfortable, happy
What a features to look for at the green level according to Traffic Light System?

QUIZ: Yellow Level Traffic Light System

  • Spilling drinks, being overly friendly, talking very loud, slow response times
  • being overly friendly, making weird statements, talking very loud, careless with money
  • Impaired judgement, being overly friendly, talking very loud, careless with money
  • impaired judgement, talking very loud, spilling drinks, careless with money
What are things you should look out for in the yellow level according to the traffic light system?

QUIZ: Red Level Traffic Light System

  • Foul language, increase alcohol consumption, walking awkwardly, can't sit up straight
  • walking awkwardly, can't sit up straight, glassy eyed, moving in slow motion
  • glassy eyed, moving in slow motion, very happy, reduced inhibitions
  • glassy eyed, very happy, foul language, increase alcohol consumption
What should you observe if in the red level associated with the traffic light system?

First-Aid Procedures and Equipment

Learning Objective

The student will be able to demonstrate effective use of first-aid equipment in different situations both on and off the plane in a quick effective manner

Risk Management Approach in First Aid

When coming across a situation in the workplace where first aid is required the flight attendant must follow a specific approach. This approach is known as the Risk Management Approach. The Risk Management Approach is layered into 4 sections as described below. 

  • Identifying hazards that could result in work-related injury or illness
  • assessing the type, severity, and likelihood of injury and illness
  • providing the appropriate first aid equipment, facilities and training
  • reviewing your first aid requirements on a regular basis or as circumstances change

First Aid Equipment and Injuries

First Aid Kits are supplied on every aircraft and the flight attendant should know how to use each piece of equipment in there. However, as well as this the flight attendant also have special supplies on board the aircraft for more major risks and will need to know the process of CPR. The contents within each first aid kit provide equipment for administering first aid for injuries including:

  • cuts, scratches, punctures, grazes and splinters
  • muscular strains and sprains
  • minor burns
  • amputations and/or major bleeding wounds
  • broken bones
  • eye injuries 
  • shock

Equipment within First Aid Kits

QUIZ: Risk Management Approach

  • Identifying hazards that could result in work-related injury or illness
  • assessing the type, severity, and likelihood of injury and illness
  • reviewing your first aid requirements on a regular basis or as circumstances change
  • providing the appropriate training
Which of the following is NOT an approach in the Risk Management Approach?

QUIZ: First Aid Equipment

  • cuts, scratches, punctures, grazes and splinters
  • amputations and/or major bleeding wounds
  • muscular strains and sprains
  • heart attacks
Which of the following is NOT an injury equipment in first aid kit can provide?

QUIZ: Provided Equipment

  • Sterile wound dressings
  • aluminium foil blanket
  • heavy duty crepe bandages
  • tweezers
What of the following is NOT equipment provided in first aid kits?

Quality Customer Service

Learning Objective

The student will be able to demonstrate quality customer service on the aircraft and be able to react to any needs of the passenger to a high standard

Flight Attendant Customer Service Roles

Flight attendants have many roles however most of them are to include customer service interaction. The job duties of a flight attendant are listed below.

  • Attend preflight briefings on details of the flight
  • Ensure that adequate supplies of refreshments and emergency equipment are on board
  • Demonstrate the use of emergency equipment
  • Ensure that all passengers fasten their seatbelts
  • Serve, and sometimes sell, beverages, meals, or snacks
  • Take care of passengers’ needs
  • Assist passengers with special needs
  • Reassure passengers during flight, such as when the aircraft hits turbulence
  • Administer first aid to passengers, when needed
  • Direct passengers in case of emergency

By law it is the responsibility of flight attendants to make sure the passengers are safe and in a secure environment at all times. Flight attendants job is to make the flight the most enjoyable and happy experince for the passengers on board. 

Video: Explaining the Importance and Views of Customer Service (QANTAS)

The following video describes how flight attendants view customer service in there roles, examples of customer service in the role and also how it is the most valuable skill a flight attendant can have.

 

QUIZ: Customer Service Roles

  • Attend preflight briefings on details of the flight
  • Serve, and sometimes sell, beverages, meals, or snacks
  • Administer first aid to passengers, when needed
  • telling the current destination of the flight to the passengers
Which of the following is NOT a customer service role for a flight attendant?

QUIZ: Importance of Customer Service

  • Because without customer service flight attendants don't really mean much
  • it makes the passengers flight more enjoyable
  • always gives the flight attendant something to work on throughout the flight
  • Flight attendants like making there passengers happy
Why do QANTAS believe customer service is so valuable in flight attendants role?