Lesson 1Communication techniques for nervous or confused passengers: de-escalation phrases, clear directions, empathy and repetitionThis part teaches ways to spot nervous or confused passengers, use calm talk, show understanding, repeat things, and use pictures to make instructions clear, ease worry, and stop problems from growing.
Spotting worry and confusion signsUsing calm, simple, clear wordsShowing empathy, agreement, and comfortRepeating and showing with actionsCalming down and calling the head attendantLesson 2Passenger boarding management: priority boarding, families with children, unaccompanied minors, reduced mobility assistanceThis part shows how to group passengers for boarding, handle special and priority folks, help families and those with walking issues, and work with gate people to keep boarding safe, quiet, and quick.
Boarding groups and area teamworkHandling priority and special customersFamilies with kids and baby carriersHelp for kids traveling aloneAssistance for passengers with walking problemsLesson 3Required documentation and regulatory checks (IDs, licenses, manifests, NOTOC, flight plans)This part covers checking crew IDs and papers, passenger lists, NOTOC, and other rule documents, and working with the pilots to make sure everything legal before closing the door.
Crew IDs, licenses, and health checksPassenger lists and seat numbersNOTOC details and safety effectsFlight plans and work papersLast checks before door closeLesson 4Welcoming passengers: scripted greetings, language choices, body language, first impressionsThis part focuses on greeting folks at the door, using set words, picking languages, and friendly phrases, with good body moves and eye contact to make a good, safe first feeling.
Door spots and greeting jobsUsing standard hello words and changesLanguage pick and friendly wordsBody moves, eye contact, and smilesHandling first feelings during waitsLesson 5Crew briefing procedures: roles, special passengers, turbulence, security threats, cultural or language notesThis part details how crew meetings work, including job assignments, safety and security talks, special passengers, rough air plans, and notes on culture or language that change talk and service.
Meeting time, place, and leaderJob and area assignments in cabinReview safety, security, and dangersSpecial passengers and health worriesRough air, paths, and language notesLesson 6Documentation and handover for special needs: special meals, wheelchair assistance, UMNR paperwork and briefingsThis part explains reviewing and writing special service asks, like special food, wheelchair help, and kid-alone handling, making sure papers right, meetings good, and talk across crew clear.
Reading special service codesSpecial food lists and sharing plansWheelchair help teamworkKid-alone papers and handoff chainMeeting crew on special needs folksLesson 7Personal presentation, uniform standards, grooming and professional conductThis part details uniform rules, grooming hopes, and clean habits, and explains how standing, voice tone, and pro behavior shape the airline look and build passenger trust and help.
Uniform parts and right wearGrooming, hair, makeup, and extrasClean habits and smell guidesBody moves, standing, and face looksPro tone, words, and limitsLesson 8Carry-on baggage policies and bin management: weight/size enforcement, gate checks, securing loose itemsThis part explains carry-on rules, how to check size and weight, when to check at gate, and how to pack and secure things in overhead spots and under seats for safety, comfort, and on-time go.
Standard and airline carry-on limitsMeasuring and weighing bags at gateSpotting and tagging gate-check bagsSafe packing overhead bins and closetsSecuring loose things under seats and in kitchensLesson 9Safety equipment checks: life vests, oxygen, firefighting, AED, first aid kit, emergency lightingThis part covers before-flight checks of life vests, oxygen setups, fire tools, AED, first aid boxes, and emergency lights, including lists, fault reports, and work with pilots and fixers.
Cabin safety gear check listsLife vests and float checksOxygen bottles, masks, and unit checksFire tools, breathing gear, and smoke findersAED, first aid, and emergency light checksLesson 10Pre-flight cabin and galley inspections: seating, overhead bins, cabin cleanliness, food service setupThis part covers step-by-step checks of seats, belts, overhead bins, bathrooms, and lights, plus kitchen gear, food, and service items, making sure cabin clean, full, and rule-ready before boarding starts.
Seat, belt, and table checksOverhead bins, closets, and coat spotsBathroom clean and supply checksKitchen gear and lock checksFood, carts, and service item counts
