Lesson 1Communication techniques for nervous or confused passengers: de-escalation phrases, clear directions, empathy and repetitionThis lesson teaches ways to spot anxious or puzzled passengers, using soothing words, empathy, repetition, and visual helps to explain instructions, ease worries, and avoid conflicts or escalations.
Recognizing anxiety and confusion cuesUsing calm, simple, and clear phrasingEmpathy, validation, and reassuranceRepetition and visual demonstrationDe‑escalation and referral to purserLesson 2Passenger boarding management: priority boarding, families with children, unaccompanied minors, reduced mobility assistanceThis lesson explains organising boarding queues, managing priority and special groups, helping families and those with limited mobility, and working with gate staff for safe, orderly, and quick boarding.
Boarding groups and zone coordinationPriority and premium customer handlingFamilies with children and strollersUnaccompanied minors boarding supportPassengers with reduced mobility assistanceLesson 3Required documentation and regulatory checks (IDs, licenses, manifests, NOTOC, flight plans)This lesson details checking crew IDs and licences, passenger lists, NOTOC, and other required papers, plus coordinating with the cockpit to confirm all legal checks before closing doors.
Crew IDs, licenses, and medical validityPassenger manifests and seat countsNOTOC contents and safety implicationsFlight plans and operational paperworkFinal checks before door closureLesson 4Welcoming passengers: scripted greetings, language choices, body language, first impressionsThis lesson focuses on greeting passengers at the door with standard scripts, suitable language, inclusive words, confident posture, and eye contact for positive, reassuring first impressions.
Door positions and greeting assignmentsUsing standard greeting scripts and variationsLanguage selection and inclusive phrasingBody language, eye contact, and smilingManaging first impressions during delaysLesson 5Crew briefing procedures: roles, special passengers, turbulence, security threats, cultural or language notesThis lesson outlines crew briefing format, covering role assignments, safety-security topics, special passengers, turbulence plans, and cultural-language notes impacting communication and service.
Briefing timing, location, and leadershipRole and area assignments in the cabinReview of safety, security, and threatsSpecial passengers and medical concernsTurbulence, routes, and language notesLesson 6Documentation and handover for special needs: special meals, wheelchair assistance, UMNR paperwork and briefingsThis lesson explains reviewing and noting special requests like meals, wheelchair help, and unaccompanied minors, ensuring proper paperwork, briefings, and crew-wide communication.
Reading special service request codesSpecial meal lists and distribution plansWheelchair assistance coordinationUMNR documentation and custody chainBriefing crew on special needs passengersLesson 7Personal presentation, uniform standards, grooming and professional conductThis lesson covers uniform rules, grooming standards, hygiene, and how posture, voice tone, and conduct build the airline's image, gaining passenger trust and cooperation.
Uniform components and correct wearGrooming, hair, makeup, and accessoriesPersonal hygiene and fragrance guidelinesBody language, posture, and facial expressionsProfessional tone, language, and boundariesLesson 8Carry-on baggage policies and bin management: weight/size enforcement, gate checks, securing loose itemsThis lesson explains hand luggage rules, checking size-weight, gate-checking when needed, and loading-securing overhead bins and under-seat items for safety, comfort, and punctual departures.
Standard and airline‑specific carry‑on limitsMeasuring and weighing bags at the gateIdentifying and tagging gate‑checked baggageSafe loading of overhead bins and closetsSecuring loose items under seats and in galleysLesson 9Safety equipment checks: life vests, oxygen, firefighting, AED, first aid kit, emergency lightingThis lesson includes pre-flight checks of life vests, oxygen, fire gear, AED, first aid, emergency lights, with checklists, fault reports, and links to flight deck and maintenance.
Cabin safety equipment checklistsLife vests and flotation device inspectionsOxygen bottles, masks, and PSU checksFire extinguishers, PBE, and smoke detectorsAED, first aid, and emergency lighting checksLesson 10Pre-flight cabin and galley inspections: seating, overhead bins, cabin cleanliness, food service setupThis lesson covers checks of seats, belts, bins, toilets, lights, galley gear, catering, ensuring cabin is clean, stocked, and ready before boarding starts.
Seat, belt, and tray table inspectionsOverhead bins, closets, and coat areasLavatory cleanliness and supply checksGalley equipment and latches inspectionCatering, carts, and service item counts
