Lesson 1Communication techniques fi nervous or confused passengers: de-escalation phrases, clear directions, empathy an repetitionDis section teach techniques fi recognizing nervous or confused passengers, using calm language, empathy, repetition, an visual aids fi clarify instructions, reduce anxiety, an prevent escalation or conflict.
Recognizing anxiety an confusion cuesUsing calm, simple, an clear phrasingEmpathy, validation, an reassuranceRepetition an visual demonstrationDe-escalation an referral to purserLesson 2Passenger boarding management: priority boarding, families wid children, unaccompanied minors, reduced mobility assistanceDis section explain how fi organize boarding groups, handle priority an special categories, assist families an passengers wid reduced mobility, an coordinate wid gate staff fi keep boarding safe, calm, an efficient.
Boarding groups an zone coordinationPriority an premium customer handlingFamilies wid children an strollersUnaccompanied minors boarding supportPassengers wid reduced mobility assistanceLesson 3Required documentation an regulatory checks (IDs, licenses, manifests, NOTOC, flight plans)Dis section covers verification of crew IDs an licenses, passenger manifests, NOTOC, an other regulatory documents, an explains coordination wid di cockpit fi confirm legal readiness before door closure.
Crew IDs, licenses, an medical validityPassenger manifests an seat countsNOTOC contents an safety implicationsFlight plans an operational paperworkFinal checks before door closureLesson 4Welcoming passengers: scripted greetings, language choices, body language, first impressionsDis section focuses on greeting passengers at di door, using approved scripts, language choices, an inclusive phrases, while applying confident body language an eye contact fi create positive, safe first impressions.
Door positions an greeting assignmentsUsing standard greeting scripts an variationsLanguage selection an inclusive phrasingBody language, eye contact, an smilingManaging first impressions during delaysLesson 5Crew briefing procedures: roles, special passengers, turbulence, security threats, cultural or language notesDis section details di structure of crew briefings, including role assignments, safety an security topics, special passengers, turbulence planning, an cultural or language notes dat affect communication an service.
Briefing timing, location, an leadershipRole an area assignments in di cabinReview of safety, security, an threatsSpecial passengers an medical concernsTurbulence, routes, an language notesLesson 6Documentation an handover fi special needs: special meals, wheelchair assistance, UMNR paperwork an briefingsDis section explains how fi review an document special service requests, including special meals, wheelchair assistance, an UMNR handling, ensuring accurate paperwork, briefings, an communication across di crew.
Reading special service request codesSpecial meal lists an distribution plansWheelchair assistance coordinationUMNR documentation an custody chainBriefing crew on special needs passengersLesson 7Personal presentation, uniform standards, grooming an professional conductDis section details uniform standards, grooming expectations, an personal hygiene, an explains how posture, tone of voice, an professional conduct shape di airline’s image an influence passenger trust an cooperation.
Uniform components an correct wearGrooming, hair, makeup, an accessoriesPersonal hygiene an fragrance guidelinesBody language, posture, an facial expressionsProfessional tone, language, an boundariesLesson 8Carry-on baggage policies an bin management: weight/size enforcement, gate checks, securing loose itemsDis section explains carry-on rules, how fi assess size an weight, when fi require gate checks, an how fi load an secure items in overhead bins an under seats fi protect safety, comfort, an on-time departures.
Standard an airline-specific carry-on limitsMeasuring an weighing bags at di gateIdentifying an tagging gate-checked baggageSafe loading of overhead bins an closetsSecuring loose items under seats an in galleysLesson 9Safety equipment checks: life vests, oxygen, firefighting, AED, first aid kit, emergency lightingDis section covers pre-flight checks of life vests, oxygen systems, firefighting tools, AED, first aid kits, an emergency lighting, including checklists, defect reporting, an coordination wid di flight deck an maintenance.
Cabin safety equipment checklistsLife vests an flotation device inspectionsOxygen bottles, masks, an PSU checksFire extinguishers, PBE, an smoke detectorsAED, first aid, an emergency lighting checksLesson 10Pre-flight cabin an galley inspections: seating, overhead bins, cabin cleanliness, food service setupDis section covers systematic checks of seats, belts, overhead bins, lavatories, an lighting, plus galley equipment, catering, an service items, ensuring di cabin is clean, stocked, an compliant before boarding begins.
Seat, belt, an tray table inspectionsOverhead bins, closets, an coat areasLavatory cleanliness an supply checksGalley equipment an latches inspectionCatering, carts, an service item counts
