Lesson 1Communication techniques for nervous or confused passengers: de-escalation phrases, clear directions, empathy and repetitionThis part teaches ways to spot nervous or mixed-up passengers, use soft words, show understanding, repeat info, and use pictures to explain, easing worry and stopping trouble before it grows.
Spotting worry and mix-up signsUsing soft, easy, clear wordsUnderstanding, confirming, comfortingRepeating and showing with eyesCalming down and calling the head attendantLesson 2Passenger boarding management: priority boarding, families with children, unaccompanied minors, reduced mobility assistanceThis part explains grouping passengers for boarding, handling special groups like VIPs and families, helping those with walking issues, and working with gate team for safe, quiet, quick entry.
Boarding groups and area teamworkVIP and special guest handlingFamilies with kids and pushchairsSolo kids boarding helpAid for passengers with walking challengesLesson 3Required documentation and regulatory checks (IDs, licenses, manifests, NOTOC, flight plans)This part covers checking crew papers and IDs, passenger lists, NOTOC, and rules docs, plus working with pilots to confirm all is legal before closing the door.
Crew IDs, papers, health checksPassenger lists and seat numbersNOTOC items and safety effectsFlight plans and work papersLast checks before door shutLesson 4Welcoming passengers: scripted greetings, language choices, body language, first impressionsThis part focuses on greeting folks at the door with set words, picking languages, using welcoming phrases, strong posture, and eye contact for good, safe first meetings.
Door spots and greeting rolesStandard welcome words and changesLanguage pick and all-welcome phrasesBody moves, eyes, and smilesHandling first views during waitsLesson 5Crew briefing procedures: roles, special passengers, turbulence, security threats, cultural or language notesThis part details crew meeting setup, job shares, safety talks, special guests, rough air plans, and notes on cultures or languages that change how we talk and serve.
Meeting time, place, and leaderJob and area shares in cabinSafety, security, threat reviewSpecial guests and health worriesRough air, paths, language notesLesson 6Documentation and handover for special needs: special meals, wheelchair assistance, UMNR paperwork and briefingsThis part explains checking and noting special requests like meals, wheelchairs, and solo kids, with right papers, talks, and crew shares for smooth handling.
Reading special request codesSpecial meal lists and share plansWheelchair help teamworkSolo kid papers and hand chainTelling crew about special needs folksLesson 7Personal presentation, uniform standards, grooming and professional conductThis part covers uniform rules, grooming hopes, cleanliness, and how stance, voice tone, and pro ways build the airline's look and gain passenger trust and help.
Uniform parts and right wearGrooming, hair, face, extrasCleanliness and scent rulesBody moves, stance, face showsPro voice, words, limitsLesson 8Carry-on baggage policies and bin management: weight/size enforcement, gate checks, securing loose itemsThis part explains hand luggage rules, checking size and weight, when to check at gate, and loading overheads and under seats safely for protection, ease, and on-time starts.
Standard and airline hand bag limitsMeasuring and weighing at gateSpotting and tagging gate-check bagsSafe overhead bin and closet loadsSecuring loose bits under seats and in kitchensLesson 9Safety equipment checks: life vests, oxygen, firefighting, AED, first aid kit, emergency lightingThis part covers before-flight checks of vests, oxygen, fire tools, AED, aid kits, lights, with lists, fault reports, and team with pilots and fixers.
Cabin safety gear listsLife vests and float checksOxygen tanks, masks, unit checksFire tools, suits, smoke alarmsAED, aid, light checksLesson 10Pre-flight cabin and galley inspections: seating, overhead bins, cabin cleanliness, food service setupThis part covers ordered checks of seats, belts, overheads, toilets, lights, plus kitchen gear, food, service items, ensuring clean, full, rule-ready cabin before folks board.
Seat, belt, table checksOverhead bins, closets, coat spotsToilet clean and supply checksKitchen gear and lock checksFood, carts, service counts
