Lesson 1Communication techniques for nervous or confused passengers: de-escalation phrases, clear directions, empathy and repetitionThis section teaches techniques for recognising nervous or confused passengers, using calm language, empathy, repetition, and visual aids to clarify instructions, reduce anxiety, and prevent escalation or conflict.
Recognising anxiety and confusion cuesUsing calm, simple, and clear phrasingEmpathy, validation, and reassuranceRepetition and visual demonstrationDe-escalation and referral to purserLesson 2Passenger boarding management: priority boarding, families with children, unaccompanied minors, reduced mobility assistanceThis section explains how to organise boarding groups, handle priority and special categories, assist families and passengers with reduced mobility, and coordinate with gate staff to keep boarding safe, calm, and efficient.
Boarding groups and zone coordinationPriority and premium customer handlingFamilies with children and strollersUnaccompanied minors boarding supportPassengers with reduced mobility assistanceLesson 3Required documentation and regulatory checks (IDs, licences, manifests, NOTOC, flight plans)This section covers verification of crew IDs and licences, passenger manifests, NOTOC, and other regulatory documents, and explains coordination with the cockpit to confirm legal readiness before door closure.
Crew IDs, licences, and 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 section focuses on greeting passengers at the door, using approved scripts, language choices, and inclusive phrases, while applying confident body language and eye contact to create positive, safe first impressions.
Door positions and greeting assignmentsUsing standard greeting scripts and variationsLanguage selection and inclusive phrasingBody language, eye contact, and smilingManaging first impressions during delaysLesson 5Crew briefing procedures: roles, special passengers, turbulence, security threats, cultural or language notesThis section details the structure of crew briefings, including role assignments, safety and security topics, special passengers, turbulence planning, and cultural or language notes that affect communication and service.
Briefing timing, location, and leadershipRole and area assignments in the cabinReview of safety, security, and threatsSpecial passengers and medical concernsTurbulence, routes, and language notesLesson 6Documentation and handover for special needs: special meals, wheelchair assistance, UMNR paperwork and briefingsThis section explains how to review and document special service requests, including special meals, wheelchair assistance, and UMNR handling, ensuring accurate paperwork, briefings, and communication across the crew.
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 section details uniform standards, grooming expectations, and personal hygiene, and explains how posture, tone of voice, and professional conduct shape the airline’s image and influence passenger trust and cooperation.
Uniform components and correct wearGrooming, hair, makeup, and accessoriesPersonal hygiene and fragrance guidelinesBody language, posture, and facial expressionsProfessional tone, language, and boundariesLesson 8Carry-on baggage policies and bin management: weight/size enforcement, gate checks, securing loose itemsThis section explains carry-on rules, how to assess size and weight, when to require gate checks, and how to load and secure items in overhead bins and under seats to protect 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 section covers pre-flight checks of life vests, oxygen systems, firefighting tools, AED, first aid kits, and emergency lighting, including checklists, defect reporting, and coordination with the flight deck and maintenance.
Cabin safety equipment checklistsLife vests and flotation device inspectionsOxygen bottles, masks, and PSU checksFire extinguishers, PBE, and smoke detectorsAED, first aid, and emergency lighting checksLesson 10Pre-flight cabin and galley inspections: seating, overhead bins, cabin cleanliness, food service setupThis section covers systematic checks of seats, belts, overhead bins, lavatories, and lighting, plus galley equipment, catering, and service items, ensuring the cabin is clean, stocked, and compliant before boarding begins.
Seat, belt, and tray table inspectionsOverhead bins, closets, and coat areasLavatory cleanliness and supply checksGalley equipment and latches inspectionCatering, carts, and service item counts
