FAM 55.25 Passenger Boarding Procedures

Flight Attendant Duty Items

• Required duty items:
  • FlyTab/FAM
  • Emergency checklist booklets
  • Crew badge
  • Uniform
  • Working watch
  • Whistle
  • Passport
  • Flashlight
  • Flex cuffs

Reporting for Duty

• Crew Web Remote Check-in:
  • Use crew room computer or mobile device
  • Clear security at the airport of the flight
  • Ensure arrival at the gate/aircraft at least 50 minutes prior to departure (30 minutes if deadheading)
• Check-in procedures:
  • 1 hour prior to departure: sign in to CrewWeb, check v-file, company communications, and "Must Read" memos
  • 55 minutes prior to departure: check in with Captain, attend Crew Briefing, and begin pre-flight duties
  • 50 minutes prior to departure: report to the gate/aircraft

Preflight Duties

• Crew Briefing:
  • Introductions
  • Standard Brief (SOPs, Flight Attendant Manual, Compliance, etc.)
  • Aircraft and gate information
  • Time consideration
  • Weather/Turbulence
  • Security items
• Preflight Checklist:
  • All Flight Attendants:
    • Assist with A/C tidying
    • Security search (as necessary)
    • Stow crew luggage
  • Position-specific duties (e.g. "A" checks FWD, "B" checks AFT, etc.)

Jumpseat Locations

• A320:
  • "A" Primary: outboard (door)
  • "A" Secondary: PAX seat 1C
  • "B" Primary: AFT A/C Left, outboard (door)
  • "B" Secondary: AFT forward-facing (swivel) jumpseat
  • "C" Primary: inboard (aisle)
  • "C" Secondary: PAX seat 1D
  • "D" Primary: AFT A/C Right, outboard (door)
  • "D" Secondary: AFT A/C Right, inboard (aisle)
• A321:
  • "A" Primary: FWD outboard (door)
  • "A" Secondary: PAX seat 1C
  • "B" Primary: AFT A/C Left, outboard (door)
  • "B" Secondary: AFT A/C Right, inboard (aisle)
  • "C" Primary: FWD inboard (aisle)
  • "C" Secondary: PAX seat 1D
  • "D" Primary: AFT A/C Right, outboard (door)
  • "D" Secondary: AFT A/C Right, inboard (aisle)
  • "E" Primary: 2L door
  • "E" Secondary: PAX seat 13A
• A321NEO:
  • "A" Primary: FWD outboard (door)
  • "A" Secondary: PAX seat 1C
  • "B" Primary: AFT lavatory door
  • "B" Secondary: AFT A/C Right, inboard (aisle)
  • "C" Primary: FWD inboard (aisle)
  • "C" Secondary: PAX seat 1D
  • "D" Primary: AFT A/C Right, outboard (door)
  • "D" Secondary: AFT A/C Right, inboard (aisle)
  • "E" Primary: 3R door
  • "E" Secondary: PAX seat 29F

Passenger Boarding

• Staged Flights:
  • Customers staged in loading bridge for flights with short turnaround/minimum ground time
  • Staging does not occur if security search is required or loading bridge temperature is too hot or cold
• Standard Boarding (Non-Staged Flights):
  • CSA conducts face-to-face confirmation with FA "A" to verify all FAs are on the aircraft and ready to begin customer boarding
  • FA "A" advises CSA all FAs are onboard and ready to begin boarding

Closing the Main Cabin Door

• The Main Cabin Door must remain fully open whenever the aircraft is parked at the gate, the jet bridge is connected, and the crew is onboard
• If customers attempt to board the aircraft while Flight Attendants are completing their pre-flight checks, kindly ask them to wait in the jet bridge### Pre-Flight Duties
• Do not close the Main Cabin Door (MCD) as customers may attempt to open it, causing damage to the aircraft.
• Greet and smile at passengers during boarding.
• Monitor carry-on bags and assist with stowage.
• Ensure Child Restraint Systems (CRS) are in place.
• Check seat locations.

Passenger Boarding Procedures

• Boarding order:
  • Special Needs (wheelchair assistance, additional time, or accessibility equipment)
  • Diamond Members
  • "Board First" passengers
  • Gold and Platinum Members
  • Zone 1 (carry-on bag customers)
  • Military/Family/Extra Time Boarding
  • Silver Members
  • Zone 2 (Premium seats, including exit rows, and Priority Boarding passengers)
  • Zone 3 (customers seated behind exit rows)
  • Zone 4 (customers seated between Premium seats and exit rows)
  • Final Boarding (if needed)
• Boarding Federal Air Marshals (FAMs) can be done in three ways: pre-boarding, split-boarding, or boarding during general customer boarding.

Flight Attendant Cabin Coverage

• All Flight Attendants must remain on board during boarding and deplaning.
• Flight Attendants can step off the aircraft if they stay within the vicinity of the door.
• The minimum number of Flight Attendants required on board during a thru flight is based on the aircraft type.

Fueling Procedures

• Assume the aircraft is being fueled at all times and follow applicable fueling procedures.
• During boarding or deplaning, all Flight Attendants must be on board, stationed near their exit.
• Ensure the area around at least one secondary exit remains clear and unobstructed during fueling.
• If fueling with a minimum crew on board, the main cabin door (1L) must remain open with jet bridge or stair access.

Carry-on Baggage

• Customers are limited to two carry-on items: a personal item and a carry-on bag.
• Exempted items include food, books, duty-free items, a foot rug, infant/child items, outerwear, mobility aids, and a small pillow.
• Items must fit in overhead bins or under seats.

Passenger Deplaning

• Remind customers to take their boarding pass or ID.
• Note the customer's name if they don't return.
• If a customer doesn't return, give the name to the Customer Service Agent (CSA) and remove their baggage.

Gate-Checked Baggage

• Tags are provided by the CSA.
• Remind customers to remove keys, medication, money, jewelry, lithium batteries, and valuables.
• Tagged bags go in the jetway.
• Essentials go to the arrival gate, otherwise to baggage claim.

Announcements

• Announcements are to be delivered as written in the FAM.
• Maintain a professional, friendly, and respectful tone.
• Pronounce each word clearly and distinctly.
• Keep the rate of speech constant and slower than normal.

Exit Row Seating

• Seating criteria: 15 years of age, read, speak, and understand English, physically willing and able to assist in an emergency, and no other responsibilities on board.

Exit Briefing

• Brief passengers in exit rows and ask if they are willing and able to assist in an emergency.
• Review the safety information card and answer any questions.

Passenger Cabin Count Procedure

• Once boarding is complete, Flight Attendant "D" provides a cabin count by age to the Loadmaster.
• The count includes adults, children, and infants.

Special Care Briefing

• If needed, a customer may receive a special care briefing, which includes where to exit, when to exit, and how the flight attendant can help them.### On-Time Machine Initiative
• Launched in 2023 to celebrate and reinforce commitment to punctuality
• Empowers every team member to ensure reliability and excellence
• Key components:
  • Early Boarding for Headstart Flights
  • Countdown to Departure
  • Daily Performance Reports
  • Flight Communication Cards
  • Lanyard Cards

Countdown to Departure

• 60 minutes: Check-in for trip on Crew Web (originating pairings)
• 50 minutes: Report to gate, conduct briefing with Customer Service Agent (CSA)
• 40 minutes (45 minutes for headstart flights): Face-to-face confirmation with CSA, customer boarding begins
• 15 minutes (20 minutes for headstart flights): Complete passenger cabin count, prepare for Main Cabin Door closing
• 10 minutes: Main Cabin Door closed

Departure and Taxi Out

• Prepare Doors-Gate Departure Announcement
• After Captain tells Flight Attendant “A” to shut the door and “A” ensures Flight Deck door is closed
• Flight Attendant “A” will initiate the All-Call function on the interphone

Door Responsibilities

• A320: “A” arms 1L, “C” arms 1R, “B” arms 2L, “D” arms 2R
• A321: “A” arms 1L, “C” arms 1R, “E” arms 2L, “D” arms 2R, “B” arms 3R
• A321NEO: “A” arms 1L, “C” arms 1R, “E” arms 3R, “D” arms 3L, “B” arms 4L

All-Call Departure

• Flight Attendant “A” initiates All-Call function on interphone
• Each Flight Attendant station will confirm door is armed
• Flight Attendant “A” will visually verify doors armed via the FAP and say “All Doors Verified”

Securing the Cabin

• Doors are armed and cross-checked
• Lavatories clear
• “A” calls the Flight Deck, “Cabin is secure”
• Safety Demonstration

Safety Demonstration

• Conducted before takeoff
• Flight Attendant “B” will perform the safety demonstration
• Positions for A320, A321, and A321NEO

Cabin Compliance Check

• Ensure seat belts are fastened
• Seat back and tray table in upright and locked position
• Carry-on bags stowed
• Seat back pockets free of personal/service items
• Lavatories vacant and doors closed (FWD only locked)
• Small hand-held electronic devices secured or stowed
• Exit door port hole window shades remain open

Cabin Lighting

• Phase of Flight: Boarding, Taxi, Takeoff, In-flight, Landing, Compliance Check
• Window, Ceiling, and Galley lighting settings
• Exception for Red Eye flights

Pushback and Takeoff

• Occasionally, there may be a return to the gate and/or the jetway may be returned briefly to the entry door
• Stop and do not respond without stopping to think
• Pushback – second time

Flight Attendant Brace Positions

• During takeoff and landing, assume a brace position to reduce injury
• AFT-facing jumpseat: shoulder harness and seat belt securely fastened, feet flat on the floor, head resting on seatback, hands in lap
• FWD-facing jumpseat: shoulder harness and seat belt securely fastened, feet flat on the floor, chin resting on chest, hands in lap

Sterile Flight Deck

• Critical phase of flight: under 10,000 feet, approximately 10 minutes
• FSB sign cycles
• Refrain from contacting the Flight Deck except for safety-related matters

In-Flight

• After Takeoff Announcement: unlock FWD lavatory, set light per Cabin Lighting Chart
• Prepare for service, assist with customer needs, pass through cabin every 15 minutes, and check lavatories every 60 minutes
• Service starts per ISSG 20 minutes after takeoff, but only commences if it is safe
• All service starts FWD and moves AFT, trash cart used for first pick-up, carts never left unattended

In-flight Service Discontinued

• Fasten Seat Belt sign has been turned on
• Captain has asked Flight Attendants to be seated due to turbulence
• Service will be discontinued until it is safe to resume

Readstart/Originating Flights

• Originating flights have a specific departure time constraint: they must depart before 1000.
• The first flight of the day is considered an originating flight.
• Flight Attendants have a preflight preparation timeline: they must be ready for customer boarding 45 minutes prior to departure.
• This preparation timeline is 5 minutes earlier than the standard flight preparation timeline.