Lesson 1Communication techniques for nervous or confused passengers: de-escalation phrases, clear directions, empathy and repetitionThis lesson teaches ways to spot nervous or confused passengers, using calm words, understanding, repeating info, and visual helps to explain things, ease worries, and stop problems from growing.
Spotting anxiety and confusion signsUsing calm, simple, clear wordsEmpathy, validation, reassuranceRepetition and visual demosDe-escalation and referral to purserLesson 2Passenger boarding management: priority boarding, families with children, unaccompanied minors, reduced mobility assistanceThis lesson explains organising boarding groups, dealing with priority and special needs, helping families and those with mobility issues, and working with gate staff for safe, calm, efficient boarding.
Boarding groups and zone coordinationPriority and premium customer handlingFamilies with kids and pramsUnaccompanied minors boarding supportPassengers with reduced mobility assistanceLesson 3Required documentation and regulatory checks (IDs, licenses, manifests, NOTOC, flight plans)This lesson covers checking crew IDs and licences, passenger lists, NOTOC, and other rule documents, plus coordinating with the cockpit to confirm everything's legal before closing the door.
Crew IDs, licences, 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 approved scripts, language options, and inclusive words, using confident body language and eye contact for positive, safe first impressions.
Door positions and greeting assignmentsUsing standard greeting scripts and variationsLanguage selection and inclusive phrasingBody language, eye contact, smilingManaging first impressions during delaysLesson 5Crew briefing procedures: roles, special passengers, turbulence, security threats, cultural or language notesThis lesson details crew briefing structure, including role assignments, safety and security topics, special passengers, turbulence plans, and cultural or language notes affecting communication and service.
Briefing timing, location, leadershipRole and area assignments in the cabinReview of safety, security, threatsSpecial passengers and medical concernsTurbulence, routes, language notesLesson 6Documentation and handover for special needs: special meals, wheelchair assistance, UMNR paperwork and briefingsThis lesson explains reviewing and recording special service requests like meals, wheelchair help, and unaccompanied minor handling, ensuring correct paperwork, briefings, and crew 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 standards, grooming rules, and hygiene, explaining how posture, voice tone, and professional behaviour shape the airline's image and build passenger trust and cooperation.
Uniform components and correct wearGrooming, hair, makeup, accessoriesPersonal hygiene and fragrance guidelinesBody language, posture, facial expressionsProfessional tone, language, boundariesLesson 8Carry-on baggage policies and bin management: weight/size enforcement, gate checks, securing loose itemsThis lesson explains carry-on rules, checking size and weight, when to gate-check bags, and loading/securing items in overhead bins and under seats for safety, comfort, and on-time 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 covers pre-flight checks of life vests, oxygen systems, firefighting gear, AED, first aid kits, and emergency lights, including checklists, fault reporting, and coordination with flight deck and maintenance.
Cabin safety equipment checklistsLife vests and flotation device inspectionsOxygen bottles, masks, PSU checksFire extinguishers, PBE, smoke detectorsAED, first aid, emergency lighting checksLesson 10Pre-flight cabin and galley inspections: seating, overhead bins, cabin cleanliness, food service setupThis lesson covers checks of seats, belts, overhead bins, toilets, and lights, plus galley gear, catering, and service items, ensuring the cabin is clean, stocked, and ready before boarding.
Seat, belt, tray table inspectionsOverhead bins, closets, coat areasToilet cleanliness and supply checksGalley equipment and latches inspectionCatering, carts, service item counts
