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 words, show understanding, repeat instructions, and use pictures to explain, easing worry and stopping problems before they grow.
Spotting worry and confusion signsUsing calm, simple, clear wordsUnderstanding, support, and comfortRepeating and showing visuallyCalming down and calling the head attendantLesson 2Passenger boarding management: priority boarding, families with children, unaccompanied minors, reduced mobility assistanceThis part explains organising boarding groups, dealing with special and priority passengers, helping families and those with walking difficulties, and working with gate staff to keep boarding safe, peaceful, and quick.
Boarding groups and area teamworkPriority and special guest handlingFamilies with kids and pushchairsUnaccompanied kids boarding helpAssistance for passengers with walking issuesLesson 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 confirm everything is legal before closing the door.
Crew IDs, papers, 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 passengers at the door, using set words, choosing languages, and friendly phrases, with good posture and eye contact to make a positive, safe first meeting.
Door spots and greeting rolesUsing standard greeting words and changesLanguage pick and friendly wordsBody moves, eye contact, and smilesHandling first meetings during waitsLesson 5Crew briefing procedures: roles, special passengers, turbulence, security threats, cultural or language notesThis part details crew meeting structure, including job roles, safety and security talks, special passengers, rough air plans, and notes on culture or languages that affect talking and service.
Meeting time, place, and leaderJob and area roles in the cabinReview of safety, security, and risksSpecial passengers and health worriesRough air, routes, and language notesLesson 6Documentation and handover for special needs: special meals, wheelchair assistance, UMNR paperwork and briefingsThis part explains reviewing and noting special service needs, like special food, wheelchair help, and unaccompanied minor care, making sure papers, meetings, and crew talks are correct.
Reading special service codesSpecial food lists and sharing plansWheelchair help teamworkUMNR papers and care chainBriefing crew on special needs guestsLesson 7Personal presentation, uniform standards, grooming and professional conductThis part details uniform rules, grooming standards, and cleanliness, and how standing tall, voice tone, and good behaviour build the airline's image and gain passenger trust and help.
Uniform parts and right wearGrooming, hair, makeup, and extrasCleanliness and scent rulesBody moves, standing, and face looksProfessional voice, words, and 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 and securing items in overhead spaces and under seats for safety, comfort, and on-time starts.
Standard and airline hand luggage limitsMeasuring and weighing bags at gateSpotting and tagging gate-checked bagsSafe loading of overhead spaces and closetsSecuring loose items 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, with lists, fault reports, and teamwork with pilots and repair teams.
Cabin safety gear check listsLife vests and float checksOxygen bottles, masks, and unit checksFire tools, breathing gear, and smoke alarmsAED, first aid, and emergency light checksLesson 10Pre-flight cabin and galley inspections: seating, overhead bins, cabin cleanliness, food service setupThis part covers orderly checks of seats, belts, overhead spaces, toilets, and lights, plus kitchen gear, food, and service items, ensuring the cabin is clean, full, and ready before boarding starts.
Seat, belt, and table checksOverhead spaces, closets, and coat areasToilet cleanliness and supply checksKitchen gear and lock checksFood, carts, and service item counts
