Standard Operating Procedures PDF

Page CCOM – 02-1 CCOM – STANDARD OPERATING PROCEDURES Rev No 3.0 Rev Date 30 March 2023 TABLE OF CONTENTS CHAPTER 2 – STANDARD OPERATING PROCEDURES TABLE OF CONTENTS CHAPTER 2 – STANDARD OPERATING PROCEDURES...................................................................1 02- STANDARD OPERATING PROCEDURES.....................................................................................................................4 02.01- COMMUNICATION BETWEEN FLIGHT DECK AND CABIN................................................................................4 02.02- CRITICAL PHASES OF FLIGHT AND STERILE FLIGHT DECK................................................................................5 02.03- REPORTING EMERGENCIES, ABNORMALITIES DURING STERILE FLIGHT DECK...............................................6 02.04- ADMISSION TO FLIGHT DECK..........................................................................................................................7 02.05- REDUCTION OF CABIN CREW DURING GROUND OPERATIONS AND IN UNFORSEEN CIRCUMSTANCES......10 02.06- INCAPACITATED CABIN CREW MEMBER.......................................................................................................11 02.07- CABIN BAGGAGE...........................................................................................................................................13 02.08- MAXIMUM NUMBER OF PASSENGERS.........................................................................................................14 02.09- CARRIAGE OF SPECIAL CATEGORIES OF PASSENGERS (SCP).........................................................................14 (02.09.01)- Passenger with Reduced Mobility - PRM...........................................................................................16 (02.09.02)- Passengers needing Supplementary Oxygen.....................................................................................18 (02.09.03)- Unaccompanied Minors (UNMR)......................................................................................................19 02.10- PREGNANT PASSENGERS...............................................................................................................................19 02.11- INFANTS.........................................................................................................................................................19 02.12- CHILDREN (MINOR).......................................................................................................................................20 02.13- ADULTS..........................................................................................................................................................20 02.14- POTENTIALLY THREATENING PASSENGERS...................................................................................................21 02.15- LIVE ANIMALS................................................................................................................................................22 (02.15.01)- Service / Guide Animals.....................................................................................................................23 02.16- PASSENGERS WITH INJURIES OR ILLNESS.....................................................................................................24 02.17- ILLNESS / INJURY ON BOARD........................................................................................................................24 02.18- DEATH ON BOARD.........................................................................................................................................25 02.19- EXIT ROW SEATING REGULATIONS...............................................................................................................26 02.20- PRE-FLIGHT PROCEDURES.............................................................................................................................27 (02.20.01)- Preparing for Duty.............................................................................................................................27 (02.20.02)- Pre-flight Briefing...............................................................................................................................27 (02.20.03)- Security Procedures...........................................................................................................................29 (02.20.04)- Cabin Emergency and Safety Equipment Check................................................................................31 (02.20.05)- Cabin Log...........................................................................................................................................31 (02.20.06)- Cabin Emergency Exit Light Check.....................................................................................................32 (02.20.07)- Passenger Address System and Interphone System..........................................................................32 (02.20.08)- Catering..............................................................................................................................................33 (02.20.09)- Cabin Cleaning...................................................................................................................................35 (02.20.10)- Lavatory Checks.................................................................................................................................36 Page CCOM – 02-2 CCOM – STANDARD OPERATING PROCEDURES Rev No 3.0 Rev Date 30 March 2023 (02.20.11)- Boarding.............................................................................................................................................37 (02.20.12)- Greeting Passengers..........................................................................................................................38 (02.20.13)- Before Boarding Procedure...............................................................................................................39 (02.20.14)- Boarding Procedure...........................................................................................................................41 (02.20.15)- ‘Boarding Completed’ Procedure......................................................................................................42 (02.20.16)- Passengers Who Decide not to Fly or Board the Wrong aircraft or Are Off-loaded.........................42 (02.20.17)- End of Boarding.................................................................................................................................43 02.21- DESIGNATED EXITS........................................................................................................................................43 02.22- CABIN CREW STATIONS.................................................................................................................................44 02.23- STANDARD DOOR OPERATIONS....................................................................................................................45 (02.23.01)- Arming Escape Slides.........................................................................................................................46 (02.23.02)- Disarming Escape Slides.....................................................................................................................47 02.24- CONDITIONS FOR AN INOPERATIVE DOOR...................................................................................................48 02.25- PASSENGER SAFETY BRIEFINGS.....................................................................................................................49 (02.25.01)- Passenger Announcements...............................................................................................................54 02.26- USE OF PORTABLE ELECRTRONIC DEVICES PED............................................................................................55 02.27- TAKE OFF AND LANDING CABIN PREPARATION............................................................................................57 02.28- CABIN LIGHTING............................................................................................................................................57 (02.28.01)- Cabin Lights in Full Bright Position....................................................................................................58 (02.28.02)- IFE (In Flight Entertainment)..............................................................................................................58 02.29- SMOKING RESTRICTIONS..............................................................................................................................59 02.30- CABIN CREW SEATING REGULATIONS...........................................................................................................60 02.31- WHEN SEAT BELTS SHALL BE FASTENED.......................................................................................................60 02.32- CABIN CHECKS DURING FLIGHT PHASES.......................................................................................................61 02.33- SILENT REVIEW FOR TAKEOFF AND LANDING...............................................................................................63 02.34- OBSERVATION OF THE CABIN DURING FLIGHT.............................................................................................63 (02.34.01)- Fire Prevention..................................................................................................................................64 (02.34.02)- Lavatories...........................................................................................................................................64 02.35- UNRULY PASSENGERS...................................................................................................................................65 02.36- TURBULENCE.................................................................................................................................................68 02.37- REFUELLING / DEFUELING.............................................................................................................................70 02.38- DISEMBARKATION OF PASSENGERS.............................................................................................................72 02.39- DEBRIEFING...................................................................................................................................................72 02.40- TRANSIT PROCEDURE....................................................................................................................................73 02.41- DE-ICING / ANTI-ICING..................................................................................................................................74 02.42- AIRCRAFT CRITICAL SURFACES AND CONTAMINATION................................................................................74 02.43- AIRCRAFT WEIGHT AND BALANCE................................................................................................................74 Page CCOM – 02-3 CCOM – STANDARD OPERATING PROCEDURES Rev No 3.0 Rev Date 30 March 2023 02.44- DANGEROUS GOODS.....................................................................................................................................75 (02.44.01)- Inadvertent carriage of Dangerous Goods by passengers on board an Aircraft...............................79 (02.44.02)- Detection of Prohibited Goods..........................................................................................................80 (02.44.03)- Dangerous Goods Training................................................................................................................81 02.45- ETOPS OPERATION INFORMATION...............................................................................................................82 02.46- CABIN OPERATIONS DURING AND POST PANDEMICS..................................................................................83 Page CCOM – 02-4 CCOM – STANDARD OPERATING PROCEDURES Rev No 2.0 Rev Date 15 March 2022 02- STANDARD OPERATING PROCEDURES AMC3 ORO.MLR.100 / GM1 ORO.CC.115 / GM1 ORO.CC.115(e) / Operator Procedure 02.01- COMMUNICATION BETWEEN FLIGHT DECK AND CABIN Operator Procedure Flight and Cabin Crew communicate with means of interphone, PA, aural signals and / or illuminated warnings (chimes, fasten seat belt and no smoking signs), call-outs and commands. Interphone Communication When the flight crew call the cabin crew, one high-low chime is heard in the cabin. When the flight deck is called from the cabin, a single tone chime is heard in the flight deck. Two high-low chimes are heard in the cabin when cabin crew call each other from one station to another. Call-outs / Signals used by the PIC to notify cabin crew When to prepare for take-off PIC announces “Cabin Crew Take-Off Position” After take-off, when it is safe for CCM to stand PIC recycles the FSB signs Turbulence PIC switches on the FSB signs Severe Turbulence PIC recycles the FSB or NS signs When the flight is in the descent phase PIC switches on the FSB signs When to prepare for landing PIC announces “Cabin Crew Landing Position” at 10,000 ft. Refer to Chapter 4 for Emergency Commands and Signals given by the flight crew. (02.01.01)- Senior Cabin Crew Member (SCCM) ORO.CC.200 The SCCM shall be responsible to the commander for the conduct and coordination of normal and emergency procedures specified in the operations manual, including for discontinuing non-safety-related duties for safety or security purposes. The SCCM is responsible to coordinate the communication between the cabin and flight deck. The SCCM shall inform the PIC during and / or after:  cabin readiness prior to passenger boarding (safety and security check implementation reports),  cabin readiness prior to take-off and landing (cabin secure report, passenger and cabin safety preparations completed),  turbulence (cabin observations),  medical situations and usage of first aid or medical kit,  CCM illness, injury and incapacitation (including oneself), passenger injury and illness,  all abnormal and suspicious situations, unlawful interference and activities, unruly passenger, observation of fire, smoke, toxic fumes in the cabin, failure of any emergency and safety system and equipment. Page CCOM – 02-5 CCOM – STANDARD OPERATING PROCEDURES Rev No 2.0 Rev Date 15 March 2022 02.02- CRITICAL PHASES OF FLIGHT AND STERILE FLIGHT DECK Commission Regulation (EU) 2015/140 / CAT.GEN.MPA.210 The critical phases of flight include the taxi, take-off run, climb, descent, the final approach, the missed approach, the landing, including the landing roll, and any other phases of flight as determined by the pilot-in-command. During these phases the flight crew must be able to focus on their duties without being distracted by non-flight related matters. Any period of time when the flight crew should not be disturbed, except for matters critical to the safe operation of the aircraft is referred to as a Sterile Flight Deck. In accordance with sterıle flıght crew compartment rules, cabin crew communications to flight crew or entry into the flight crew compartment are restricted to safety or security matters. Crew members shall not perform any activities during critical phases of flight other than those required for safe operation of the aircraft. Sterile flight deck phases commence as follows: 1. Departure: when the aircraft engines start and the aircraft reaches 10,000 feet elevation above the departure aerodrome, 2. Arrival: when the aircraft reaches 10,000 feet elevation above the arrival aerodrome until the engines are shut down after landing and at any other time determined and announced by the flight crew (e.g. in-flight emergency, security alert). Page CCOM – 02-6 CCOM – STANDARD OPERATING PROCEDURES Rev No 2.0 Rev Date 15 March 2022 02.03- REPORTING EMERGENCIES, ABNORMALITIES DURING STERILE FLIGHT DECK AMC1 ORO.GEN.110(f) Phase Cabin Crew notifying the Flight Crew Taxi Call only to report “Cabin Secure” and to report an Emergency / Abnormal situation Take-off climb Call only to report an in-flight Emergency / Abnormal situation Approach Call only to report “Cabin Secure” and to report an in-flight Emergency / Abnormal situation Landing Call only to report an in-flight Emergency / Abnormal situation The following abnormal situations / activities requires immediate reporting to the flight deck during take-off, landing and cruise level. Situations requiring information to the flight crew may include: a. any outbreak of fire inside the cabin or in an engine; b. a burning smell in the cabin or presence of smoke inside or outside; c. fuel or fluid leakage; d. exit door unable to be armed or disarmed; e. localised extreme cabin temperature changes; f. evidence of airframe icing; g. cabin / galley equipment or furniture malfunction / breakage posing a hazard to the occupants; h. suspicious object; i. disruptive passenger; j. security threat; k. abnormal vibration or noise; l. medical emergency; m. general drop-down of the oxygen masks in the cabin; and n. any other condition deemed relevant by a cabin crew or technical crew member It is forbidden for Cabin Crew to communicate with each other via interphone / PA during the Sterile Flight Deck Phase with the exception of abnormal and emergency situations. When a cabin crew member needs to report an Abnormal or Emergency situation to the PIC during the Sterile Flight Deck phase:  he / she shall press "222" and press "5" immediately after, so that the other cabin crew members have been alerted to pick-up the interphone and listen in to what is being reported. Page CCOM – 02-7 CCOM – STANDARD OPERATING PROCEDURES Rev No 2.0 Rev Date 15 March 2022 02.04- ADMISSION TO FLIGHT DECK GM1 CAT.OP.MPA.210 / CAT.GEN.MPA.135 / AMC1 CAT.GEN.MPA.135(a)(3) The PIC has the absolute authority to refuse admission to, or carriage in the flight deck for whatever the reason. The commander shall make the final decision regarding admission / carriage to the flight crew compartment. The commander shall request the credentials, or identification, of such persons before granting permission. No person, other than a flight crew member assigned to a flight, shall be admitted to, or carried in the flight crew compartment unless the commander himself, or his designated deputy, is present in the flight crew compartment, and unless this person is:  an operating flight crew member;  a cabin crew member who has to be in the flight crew compartment for operational needs;  a representative of the competent or inspecting authority / organisation, if required to be there for the performance of his / her official duties (inspection);  a flight crew member who is engaged in duties such as safety, training or checking in the flight crew compartment;  an operational / technical staff who is engaged in specific duties (checking and observation of aircraft systems in flight etc.) in the flight crew compartment or has to attend on a familiarisation flight;  company Board Members and following Department personnel:  Accountable Manager  Quality Director  SMS Manager  Flight Operations Director  Ground Operations Director  Crew Training Manager  Continuing Airworthiness Manager  Maintenance Manager  Security Manager  a flight crew member in uniform who is positioning;  a cabin crew member who has to stay in the cockpit when a flight crew member has to leave the cockpit for operational or physiological needs; The commander shall ensure that: (1) admission to the flight crew compartment does not cause distraction or interference with the operation of the flight; and (2) all persons carried in the flight crew compartment are made familiar with the relevant safety procedures. NOTE: The above concession (persons permitted to stay in the flight deck) varies according to the requirements of the relevant Local Civil Aviation Authority. These requirements have to be taken into account by the commander before a person is permitted to stay in the flight deck. Page CCOM – 02-8 CCOM – STANDARD OPERATING PROCEDURES Rev No 2.0 Rev Date 15 March 2022 Jumpseat Briefing: Security precautions of the flight deck Unauthorised persons shall be prevented from entering the flight crew compartment during a flight. The SCCM is to lock the flight deck door after notifying the PIC of the number of passengers on board and, receiving the load sheet. The door is to remain locked during the entire flight. Flight Deck communication is made via interphone every 20 mins during flight and when giving cabin reports. Any suspicious activity or security breach during flight in the cabin is also to be reported to the PIC via interphone. If the flight deck crew do not answer the interphone after several calls have been made, the SCCM shall enter the flight deck using the flight door access system (key pad). Page CCOM – 02-9 CCOM – STANDARD OPERATING PROCEDURES Rev No 2.0 Rev Date 15 March 2022 Before entering the flight deck: 1. draw the cabin curtain and secure the galley entrance with a full size trolley. 2. SCCM / CCM is to call the flight deck via interphone and introduce themselves. 3. wait for the flight crew to unlock the door before entering. A cabin crew member shall wait in the fwd galley until the CCM exits from the flight deck. 4. look through the flight deck door hole to assess the safety of the galley before exiting the flight deck. When the flight crew need to leave the flight deck: 1. They will call crew via interphone to inform them so necessary security precautions can be taken. 2. SCCM or CCM shall: a. inform the other cabin crew members that the number of crew in the cabin will be reduced to three, as the flight crew will be using the lavatory, b. check that the FWD lavatory is empty, c. direct passengers waiting to use the lavatory to the aft toilets, d. draw the cabin curtain, e. secure the galley entrance with a full size trolley available in the FWD galley. 3. If there isn’t a full size trolley, the crew member shall guard the galley entrance behind the drawn curtain remaining galley side at all times. 4. Once the area is secured, SCCM / CCM will notify the flight deck via interphone. 5. A cabin crew member, other than the SCCM is to wait in the flight deck until the flight crew member returns. If an abnormal or emergency situation is to occur in the cabin during this period: 1. SCCM shall inform the flight deck immediately and implement any given instructions. 2. SCCM shall also notify the Flight deck member in fwd lavatory by knocking on the door. 3. Flight deck crew member (PIC or F/O) will evaluate the situation and decide whether or not to send out the cabin crew member. 4. ABP(s) may be selected to distribute crew work load and to manage the accident / incident e.g. to carry the injured passenger to the galley. Further regulations for Cabin Crew on duty: 1. During night flights, the galley lights shall be switched off before opening the cockpit door. 2. The flight deck door is to be closed after entering the deck to serve meals and beverages as a precaution for unwanted entrance by others. 3. If the PIC permits, Cabin crew on duty may visit the flight deck during flight to enhance cockpit-cabin CRM. These visits shall be made during the 20-minute periodic flight deck checks. The SCCM shall be responsible for such coordination. 4. Cabin crew are responsible for the passenger cabin. Therefore, their visits to the flight deck shall be limited to 1 visit and not exceeding 5 minutes. 5. If necessary, Cabin crew may only sit on the 2nd observer seat (behind the PIC seat) during their short visit or while waiting for the flight crew member to return to the flight deck. Page CCOM – 02-10 CCOM – STANDARD OPERATING PROCEDURES Rev No 2.0 Rev Date 15 March 2022 02.05- REDUCTION OF CABIN CREW DURING GROUND OPERATIONS AND IN UNFORSEEN CIRCUMSTANCES AMC1 ORO.CC.100 / ORO.CC.200 / GM1 ORO.CC.205(b)(2) / ORO.CC.205 / AMC1 ORO.CC.205(c)(1) All CCMs shall be present in the passenger cabin during ground operations to perform duties and responsibilities as outlined in the CCOM. In unforeseen cases such as illness, change of aircraft type or if standby crew is unavailable, the number of cabin crew may be reduced by one CCM provided that: 1. all left stations remain occupied and 2. passengers are reduced in accordance to the 50:1 ratio. The following procedures shall ensure that: (1) an equivalent level of safety is achieved with the reduced number of cabin crew members, in particular for evacuation of passengers; (2) despite the reduced number of cabin crew members, a senior cabin crew member is present; (3) at least one cabin crew member is required for every 50, or fraction of 50 passengers present on the aircraft. In such cases the CCM occupying the left station shall also be responsible for the opposite exit. If the number of passengers carried on the flight is reduced, the Flight Operations or SMS Department will submit a report to TM CAD after completion of the flight within 72 hours. If any left-hand station cannot be occupied due to technical reasons such as an inoperative restraint system, the PIC shall take action in accordance with the MEL. If, in unforeseen circumstances the number of CCM is reduced by 1, the following requirements shall be met: Before boarding: a. Electrical power is available in the aircraft. b. A means of initiating an evacuation is available to the SCCM and 1 Flight Crew Member is in the flight deck. c. CCM remain aware of the position of servicing and loading vehicles at and near the exits. d. SCCM performs a pre-boarding safety briefing to the cabin crew. e. The pre-boarding cabin safety and security checks have been completed. If the number of passengers need to be reduced due to the reduced CCM: i. Passengers shall be reseated with due regards to available doors / exits and other applicable limitations. ii. CCM are relocated (keeping in mind that flight crew could be able to help opening R1 exit). iii. Passenger safety demonstration is performed according to new limitations. iv. Able bodied passengers have been selected, informed and briefed accordingly on what will be expected of them in case of an emergency situation. Page CCOM – 02-11 CCOM – STANDARD OPERATING PROCEDURES Rev No 2.0 Rev Date 15 March 2022 02.06- INCAPACITATED CABIN CREW MEMBER ORO.CC.200 / GM1 ORO.CC.205(b)(2) / ORO.CC.205 / AMC1 ORO.CC.205(c)(1) / AMC1 ORO.GEN.110(f)(h) / AMC2 ORO.CC.200(e) / AMC2 ORO.CC.205(d) / GM1.ORO.CC.200(e) Incapacitation in Aircraft on Ground at Home Base When a cabin crew member becomes incapacitated on ground at their home base, crew shall provide first aid and if necessary the PIC shall call for the airport paramedics and inform OCC and / or Crew Planning. The incapacitated crew member shall be offloaded and replaced by a standby cabin crew member. If the SCCM becomes incapacitated; the PIC shall assign the next most suitably qualified cabin crew member to take over standard safety / security implementations until the SCCM called from standby arrives for duty. Incapacitation during aircraft transits where no crew are available When a cabin crew member becomes incapacitated on ground in the aircraft during a transit stop, crew shall provide first aid and if necessary, the flight crew shall call for the airport paramedics and inform OCC and / or Crew Planning. The PIC will decide whether or not it is necessary to reduce the number of passengers to continue with operations. Furthermore, the PIC will perform an evacuation procedure briefing with the cabin crew in regards to the changing conditions. If the SCCM becomes incapacitated; the PIC shall assign the next most suitably qualified cabin crew member to take over standard safety / security implementations for the following series of the flight or until a SCCM can be assigned from any series of the flight to commence. In both cases:  The SCCM shall inform the CCD before the flight commences so that the department can follow-up on the incapacitated crew members condition.  A medical accident / incident form shall be filled in by the SCCM,  The incident is to be reported in the CFR at the end of the flight. Incapacitation at Layovers If a cabin crew member becomes incapacitated at the accommodated location, he / she or the SCCM shall:  Inform the PIC, Base Supervisor and / or Corendon Coordinator on site,  Inform the CCD and  Seek medical assistance, if necessary. The necessity to send a crew member to the location will be determined according to developing conditions. Inflight incapacitation 1. Provide first aid, if necessary announce for a Doctor. 2. Inform the PIC. 3. Repositioning of cabin crew and reallocating duties (deadheading crew can also be considered as an option according to their rest and duty time limitations). a. CC3 position will be removed in the event of CC incapacitation, the SCCM will take on the safety and security duties of the CC3) and other duties the SCCM will delegate between other crew members. b. The SCCM will be seated alone for take-off and landing, so assessing the safety impact may need to use an ABP for take-off / landing if no deadhead crew are available. If so a standard "vacant jump seat briefing" as described in Section 01.21 shall be performed by CCM to the ABP. Ask ABP to review ABP briefing card. c. Take into consideration the flight crew would be available at the FWD exits in case of emergency evacuation. d. The SCCM will need to open first their own door and then to check the status of the R1 door, and will have to use effective crowd control techniques to utilise fully both exits / or to keep the flow steady through one exit if one is unusable. Page CCOM – 02-12 CCOM – STANDARD OPERATING PROCEDURES Rev No 2.0 Rev Date 15 March 2022 4. Secure the incapacitated cabin crew member at the last or 1st row, A or F seats. This will allow quick access for paramedics after landing. 5. Assessing the commercial impact (the crew may need to stop cabin service or provide limited service only). 6. Complete the applicable documentation. 7. Assign an able-bodied passenger to care for the cabin crew member. Seating Positions with incapacitated crew member When establishing the specific procedures for cruise phase operation with a lower number of cabin crew members in the passenger compartment, the following shall at least be considered: (1) Normal procedures including at least: (i) surveillance of the passenger compartment, including the lavatories and the galleys; (ii) management of, and assistance to, passengers; (iii) crew communication and coordination, including the necessary contact with and support to the flight crew as specified by Corendon Airlines Europe. (2) Emergency procedures including at least those to be applied in case of: (i) medical emergency; (ii) unruly behaviour; (iii) unlawful interference or bomb threat; (iv) slow depressurisation; (v) decompression; (vi) fire or smoke event; (vii) emergency descent, taking into account that the procedure to be applied may vary depending on the causing event (e.g. depressurisation or fire). Incapacitated SCCM There may be another SCCM on the same flight who can take over the duties and responsibilities of the incapacitated SCCM. If there isn’t one on the same flight, the PIC shall assign the next most suitably qualified cabin crew member to take over safety and security implementations in order to reach a base / destination. If a SCCM becomes incapacitated, CCM1 should identify themselves to the PIC as the next most suitably qualified member. The crew members operating as CCM1 receive an awareness briefing from PIC regarding SCCM duties for normal operations. The same rules apply regarding seating positions for 3 CCM, the CCM1 will take the SCCM seating position. In this case other crew member seating allocation may need to be changed. PIC should be informed about the changing conditions and all CCM’s should quickly adapt to the changing conditions. * Cabin Crew candidates performing familiarisation / line check flights can only be considered as ABP’s. Page CCOM – 02-13 CCOM – STANDARD OPERATING PROCEDURES Rev No 2.0 Rev Date 15 March 2022 02.07- CABIN BAGGAGE AMC2 CAT.OP.MPA.160 / AMC1 CAT.OP.MPA.160 / CAT.OP.MPA.160 / UOD-2014/2 Each passenger is allowed to bring one piece of hand baggage inside the cabin provided it fits underneath the seat in front. Weight and size limitations for cabin baggage has been defined in the GOM (Ground Operations Manual). The counter staff are responsible for weighing and checking hand baggage limitations during check-in. The cabin crew are responsible for ensuring that passenger and crew baggage are stowed securely in the cabin. Baggage checks shall be made before take-off, before landing and whenever the ‘fasten seat belts’ signs are illuminated or it is otherwise so ordered to ensure that baggage is stowed where it cannot impede evacuation from the aircraft or cause injury by falling (or other movement), as may be appropriate to the phase of flight. 1. If the baggage does not fit under the seat, try fitting the item in the overhead compartment. Do not exceed the compartment capacity. Baggage placed in overhead compartments should not be of such size that they prevent latched doors from being closed securely. Bags that do not fit under seats and into overhead compartments due to their size or weight, shall be tagged with a cargo label and given to the Handling Agent. Passengers must be advised accordance with Oversize Cabin Baggage Procedure Checklist to remove any valuables, flight documents (e.g. passport, flight ticket), and medicine from their baggage. The passenger is to be given the end of the bag ID tag. On transit flights, the destination where the bag is to be off loaded shall be written on the tag. 2. Ladies hand bags, laptop bags and similar carry-on bags small in size may be stored on unoccupied seats provided that they do not extend the size of the seat cushion, that doesn’t impair cabin crew’s vision of the cabin and are secured with the seat belt. The baggage also shall not prevent other passengers from seeing the warning lights (FSB / NS). The seat belt shall be passed through the handles to secure the bag safely. 3. The hand baggage of passengers seated on the emergency exit rows will not be left on the floor / under the seat or on the passenger seats to block the aisle. These passengers shall be instructed by the cabin crew to place their items / baggage in overhead compartment. 4. Certain passenger items that are typically large, valuable or fragile articles belonging to passengers that are not conducive to transport as checked baggage or appropriate for stowage in overhead bins (e.g. large musical instruments, certain electronic equipment, prominent trophies, works of art) may be secured and carried in a dedicated cabin passenger seat. This seat should be purchased by the owner for the purpose of transporting the item or the item may be secured on a unoccupied cabin seat, if available. However, the SCCM shall accept such items in the cabin only if the safety and comfort of other passengers will not be compromised. These items are to be secured on window seats only where they will not impair the cabin crew’s vision of the cabin. An extension belt may be used with the regular seat belt to secure the item. 5. Carry-on bags that contain items which may leak / break and cause damage such as duty free shopping bags, shall be stored under the passenger seats, not in the overhead bins. 6. The passenger cabin is not used for carrying cargo. Smaller packages e.g. comail and COMAT items are carried in overhead bins or other available units only. If they do not fit and cannot be secured they shall be sent to the cargo compartment. 7. For a safe evacuation, items stowed underneath passenger seats must not extend over the baggage restraint bars. Under seat stowages shall not be used unless the seat is equipped with a restraint bar and the baggage is of such size that it may adequately be restrained by this equipment. 8. Baggage / items shall not be stowed in lavatory compartments or against bulkheads that are incapable of restraining articles against movement forwards, sideways or upwards and unless the bulkheads carry a placard specifying the greatest mass that may be placed there. Lavatory doors also cannot withstand the force of baggage falling against them. Lavatory doors are not stressed to withstand the force of baggage falling against them. 9. Carry-on baggage, jackets, coats, personal crew belongings and catering items shall not be stowed in overhead bins that contain emergency equipment and shall not be placed along exit rows. 10. The first rows of our aircraft are not exit rows but they have larger leg room. Since each item carried in a cabin shall be stowed only in a location that is capable of restraining it, passengers seated at these rows may place their bags under their seat and if the restraint bar cannot secure it, the baggage has to be placed in the overhead compartment. Ladies hand bags, laptop bags and similar carry-on bags small in size may also be secured on unoccupied seats. However, in regards to passenger safety, it is forbidden to have larger cabin baggage placed in these rows. Page CCOM – 02-14 CCOM – STANDARD OPERATING PROCEDURES Rev No 2.0 Rev Date 15 March 2022 02.08- MAXIMUM NUMBER OF PASSENGERS 737-Flight Attendant Manual / Operator Procedure Each passenger older than two years of age must have a seat and a seat belt. The maximum number of passengers to be carried derives from the available number of passenger seats. The disposition of "vacant jump seats" is regulated in CCOM Chapter 1 – Section 01.21 The transportation of an overbooked passenger on a vacant jump seat is not permitted. However, the final decision and responsibility remains the PIC’s. 02.09- CARRIAGE OF SPECIAL CATEGORIES OF PASSENGERS (SCP) CAT.OP.MPA.155 / AMC1 CAT.OP.MPA.155(b) / AMC2 CAT.OP.MPA.155(b) / AMC2 CAT.OP.MPA.155(c) / GM1 CAT.OP.MPA.155(c) / GM2 CAT.OP.MPA.155(c) / AMC1 CAT.OP.MPA.165 / AMC2 CAT.OP.MPA.165 Special Categories of Passengers (SCPs): They are the passengers who travel as subject to special carriage rules throughout the flight and / or need special support, help and / or equipment, and the terms covers at least the following categories of passengers: 1. Persons with reduced mobility (PRMs) who can be regarded as persons with reduced mobility due to any physical disability, sensory or locomotor disorders, permanent or temporary mental disorders or disabilities, any other disorder, disease, or old age; 2. Infants and unaccompanied minors; 3. Deportees, inadmissible passengers, or detainees. special category passengers (SCP) shall not permitted to sit on the seats that provide direct access to emergency exits. Besides, the following must be taken into consideration while determining the seats of these persons. The commander shall be notified in advance when SCPs are to be carried on board. SCPs shall not be allocated, nor occupy, seats that permit direct access to emergency exits or where their presence could: 1. impede crew members in their duties; 2. obstruct access to emergency equipment; or 3. impede the emergency evacuation of the aircraft. "Direct access" means that any passenger can reach the emergency exit (all doors and emergency exit windows) from his / her seat without having to pass through any aisle or bypass any obstacle The number and categories of SCPs shall not exceed the number of passengers capable of assisting them in case of an emergency. For the passenger who does not have any companion, the cabin crew shall determine another passenger before the flight to help her / him in case of an emergency. The special categories of passengers to whom accompanying persons are assigned and the contents of the briefing given to the passenger / their company are described in CCOM. It is important to select that passenger from among the passengers who travel alone without any family member or relative s/he must be responsible for during the flight so that there is nothing to prevent him / her to help the special category of passengers. SEATING PROCEDURES Seating allocation of SCP with a disability and/or restraint aid (a) A disability and/or restraint aid that requires to be secured around the back of the seat should not be used if there is a person seated behind unless the seating configuration is approved for the use of such devices. This is to avoid the changed dynamic seat reactions with the disability and/or restraint aid, which may lead to head injury of the passenger seated behind. (b) If the seat design or installation would prevent head contact of the person seated behind, then no further consideration is necessary. Page CCOM – 02-15 CCOM – STANDARD OPERATING PROCEDURES Rev No 2.0 Rev Date 15 March 2022 Group Seatıng (a) Taking into account access to exits, groups of non-ambulatory SCPs shall be seated throughout the cabin to ensure that each SCP is surrounded by the maximum number of passengers capable of assisting in case of an emergency. (b) If non-ambulatory SCPs cannot be evenly distributed throughout the cabin, passengers capable of assisting in case of an emergency shall be seated in the vicinity. (c) A group of passengers whose physical size would possibly prevent them from moving quickly or reaching and passing through an emergency exit, should not occupy the same seat row segment to avoid overloading the structure of the seat. When establishing the procedure on seating of an SCP, seats should be allocated taking into account the following: SCP Category Seating Allocation Procedure The seating allocation of an unaccompanied child should allow for visual or audible communication during all phases of the flight with cabin crew. Groups of unaccompanied children should be seated in mix of ages, with the Unaccompanied child tallest child seated to allow assistance with fitting drop-down oxygen mask to smaller children in case of a decompression. Where possible, one adult should occupy the seat across the aisle next to each row of unaccompanied children. If a child travels with an accompanying adult in the same class of cabin, the Passenger travelling with a child child should be seated in the same seat row segment as the accompanying of less than 12 years of age adult. Where this is not possible, the child should be seated no more than one seat row or aisle away. A passenger whose physical size would possibly prevent him/her from passing Passenger whose physical size through an emergency exit (e.g. Type III or Type IV exit), should be seated in would possibly prevent him/her the vicinity of a suitable exit, taking into account the size of the exit. from passing through an Seating of more than one of such passengers in the same seat row segment emergency exit should be avoided. A passenger with a physical disability of the upper limbs travelling without an Passenger with physical disability accompanying passenger should be allocated seats during all phases of the of the upper limbs flight so that visual and audible communication can be established with the cabin crew. Passenger with disability of lower A passenger with a disability of the lower limbs should be seated in a location limbs providing easy access to floor level exits. Passenger with disability of both A passenger with a disability of both upper and lower limbs should be seated upper and lower limbs in a location providing easy access to floor level exits. A mentally impaired passenger, who travels without an accompanying Mentally impaired passenger passenger, should be allocated seats during all phases of the flight so that visual and audible communication can be established with the cabin crew. Suitable arrangements should be made between the passenger and Corendon Passenger travelling with Airlines Europe in advance of a flight where a recognised assistance dog is to recognised assistance dog in the be accommodated. A suitable restraint harness should be provided by the cabin owner to secure and restrain the dog during taxi, take-off, landing and turbulence. In cruise, it is acceptable for the dog to be subject to less restraint. Where possible, the stretcher should be installed behind a cabin monument. Alternatively, the stretcher could be installed where it can demonstrate compliance with the appropriate certification basis (CS.25.561 and Stretcher occupant CS.25.562(b), (c)(7), (8)). Stretcher installation should be as close to the floor level non-overwing exits as practical; preferably close to a required cabin crew station with an adjacent seat for the designated accompanying passenger. If the SCP travels with an accompanying passenger, the accompanying passenger shall be seated next to the SCP. Page CCOM – 02-16 CCOM – STANDARD OPERATING PROCEDURES Rev No 2.0 Rev Date 15 March 2022 (02.09.01)- Passenger with Reduced Mobility - PRM CAT.OP.MPA.155 / CAT.OP.MPA.165 PRM is understood to mean a person whose mobility is reduced due to a physical incapacity (sensory or locomotory), an intellectual deficiency, age, illness or any other cause of disability when using transport and when the situation needs special attention in regards to the standard services made available to other passengers. PRM’s who book their seats must advise their travel agent of their requirements at the time of booking and ask their travel agency for confirmation. These passengers are assisted by the Handling Staff to the aircraft and are kept under observation by CCM during the flight. - These passengers may travel alone; - The crew should be informed prior to boarding of the passengers and type of assistance required. PRM’s should not be seated at or near emergency exit. In circumstances in which the number of PRM’s form a significant proportion of the number of passengers on board: a. the number of PRM’s should not exceed the number of ABP’s capable of assisting with an emergency evacuation and b. the rule mentioned in (a.) should be followed to the maximum extent possible. PRM seating regulation PRM’S shall not occupy seats where their presence could:  Impede the crew in their duties,  Obstruct access to emergency equipment,  Impede emergency evacuation of the AC. The PIC should be informed about:  The number of PRM passengers on board and  Any assistance required at the destination e.g. wheelchair / type of help required. Limitations on PRM passengers:  WCHR / WCHS depending on number of ABP’s on board;  Blind / Deaf / Mute depending on number of ABP’s on board;  Passenger with intellectual or developmental disability depending on number of ABP’s on board. Additionally:  Max. 4 unescorted PRMs in the categories MEDA and / or WCHC;  Max. number of MEDA and / or WCHC + UNMR combined should not exceed 5 pax. The following definitions constitute agreed indications of PRM mobility and the extent of assistance required: WCHR - wheelchair ramp WCHR passengers can walk up and down stairs and move about in the aircraft (seat to WC) without assistance. These passengers need assistance within the airport terminal to / from gates or exits. WCHS - wheelchair step WCHS passengers cannot walk up or down stairs but can move about in the aircraft (seat to WC). These passengers need assistance within the airport terminal to / from gates or exits. Page CCOM – 02-17 CCOM – STANDARD OPERATING PROCEDURES Rev No 2.0 Rev Date 15 March 2022 WCHC - wheelchair cabin WCHC passengers are non-ambulant passengers who are able to sit upright but cannot cover distances within the airport terminal to / from gates or exits and in the cabin unassisted. (e.g. paraplegic, quadriplegic, multiple sclerosis etc.). STCH - stretcher STCH passengers are unable to sit upright so they can only be carried lying on a stretcher bed. 1 STCH passenger is permitted for carriage on Corendon Airlines flights. Carriage Procedure: 1. It is the Ground Operation Department’s responsibility to accept or deny stretcher carriage, in coordination with the Maintenance and Flight Operation Departments. GOP must be informed about the stretcher carriage 2 days prior to the flight. 2. Only Corendon Airlines approved equipment shall be used. Installation and removal of the stretcher from the cabin shall be performed by certified staff. At least one certified staff shall attend the flight if there is no certified staff available at the destination. 3. Due to technical reasons, the in-flight stretcher is not used for transferring passengers from the airport to the hospital. In such cases the passenger shall be transferred with an ambulance stretcher. The passenger is responsible to arrange all airport, hospital and ambulance services. 4. The STCH passenger must have a "Fit to travel by air" medical clearance report, dated max. 10 days prior to the flight. The PIC shall check the validity of the report. 5. Due to the technical specifications of our aircrafts, STCH passengers will embark and disembark from the forward doors. 6. Only 1 STCH passenger shall be carried on each flight. 7. The SCCM, PIC, Ground Supervisor, Certified staff and Medical Staff shall coordinate boarding and disembarkation of the passenger. The STCH passenger embarks prior to passenger boarding and disembarks last at the destination. 8. Cabin crew members shall not lift, move and / or assist the STCH passenger with any action involving movement. 9. The STCH passenger shall be accompanied by at least 1 person. The accompanying person shall be responsible to assist the passenger in the case of a necessary emergency evacuation. In the case when an evacuation might be necessary, a CCM is to brief the accompanying person (ABP) that they are to be the last to leave the aircraft. A STCH passenger and the ABP attempting to evacuate the aircraft during evacuation may slow down the time needed for the evacuation and lead to passenger injuries. 10. Cabin crew shall not serve food and / or beverages to the STCH passenger unless requested by the accompanying person. 11. An oxygen apparatus shall not be accepted for carriage. However, Corendon Airlines will provide an oxygen supply to a stretcher passenger to use during flight if the passenger requests it. DEAF - passenger is deaf Deaf passengers are able to lip read so when approaching them, speak slow and clearly. Facial expressions and written messages may be used to communicate with them. If they have a companion he / she should be able to understand safety procedures. If in doubt, CCM should perform a one-to-one briefing. Cabin crew may also use the small note books they carry to communicate with the passenger, if necessary. DEAF / MUTE - Passenger is deaf and mute The rules mentioned for DEAF passengers also apply to DEAF / MUTE passengers. Page CCOM – 02-18 CCOM – STANDARD OPERATING PROCEDURES Rev No 2.0 Rev Date 15 March 2022 BLIND - Passenger is blind Safety cards prepared in Braille alphabet are available in the cabin. If the passenger is unable to read Braille, CCM should perform a one-to-one briefing. The distance to the closest exit and WC should be explained by how many seats away they are and the seat belt, life vest and PSU should be touched by the passenger. Evacuation of BLND passengers have been defined in CCOM Section 04.20.01 If the BLND passenger has a companion who understands the safety procedures, the cabin crew need not perform a one-to-one briefing. MEDA – Medical Passenger whose mobility is impaired, due to clinical cases with medical pathology in progress, being authorized to travel by medical authorities. MAAS - Meet and Assist all other passengers in need of special help. Passenger with intellectual or developmental disability - These passengers, should be accepted on board the plane with a companion if possible. When tranquillizers / sedatives are required, they should be given to the passenger prior to flight in good timing so the effects can last the entire flight. If the Cabin Crew detect a passenger with intellectual or developmental disability without a companion, attention should be paid the following points: 1. Behaviour indicating mental disturbance must be reported to the PIC immediately. 2. If conditions permit, encourage the passenger to talk about their distress / problem. 3. Question the passenger, while maintaining a helpful and interested attitude in regards to their problem. 4. Restraint shall be the last resort. Passengers suffering from mental / physical illness which could put others at risk should be removed from the aircraft with the assistance of Airport Police and handed over to a physician / psychiatrist. (02.09.02)- Passengers needing Supplementary Oxygen CAT.OP.MPA.155 Corendon Airlines accepts the carriage of passengers requiring supplementary oxygen. These passengers are expected to inform their Tour Operator and / or GOP if they require oxygen for medical reasons during flight. Once this information is received, Maintenance organizes the loading process for the supplementary oxygen. The supplementary bottle provided is similar to the bottles mounted in the aircraft. The administration procedure remains the same and has been outlined in CCOM Section 03.02. The Oxygen bottle shall be safely stowed away in a galley or cabin unit / compartment. The bottle shall be kept in the allocated area when not in use or when the seat belt sign is illuminated. Cabin Crew are responsible for securing the bottle with the safety strap, when in use. The strap may be secured around the passenger themselves or their companion, whichever is most convenient at the time. If the passenger requires oxygen during take-off, landing and turbulent weather, the bottle shall be checked that it has been safely secured. Portable oxygen concentrators (POC), respiratory / ventilator devices, devices for sleep apnea (CPCP) can be carried on board with the passengers inside the cabin and in the cargo compartment, provided that approval of the Technical Department is obtained 48 hours prior to the flight. Unless the ground personnel and / or technical personnel inform any restriction in relation to these equipment, there is no need to switch off the medical devices needed by the passenger for health purposes during their use throughout the flight and / or during take-off / landing. Personal oxygen cylinder is not allowed to be carried on board and in the cargo compartment. The passenger should request an oxygen supply service with filling out the special request form via: https://www.corendonairlines.com/special-circumstances/application-form at least 1 week prior to the flight. Page CCOM – 02-19 CCOM – STANDARD OPERATING PROCEDURES Rev No 2.0 Rev Date 15 March 2022 (02.09.03)- Unaccompanied Minors (UNMR) CAT.OP.MPA.155 / AMC3 CAT.OP.MPA.155(b) Two UNMR’s, between 6 and 12 years of age, may travel on Corendon Airlines flights. UNMR’s are accepted providing that: 1. They are accompanied to the airport of departure by their parents or legal guardians. The UNMR form is filled in and the child is handed over to the handling agent at the airport with her / his travel documents. 2. This form has 3 copies. Original copy remains with the handling agent, 2nd copy is attached to UNMR’s ticket and the 3rd copy is given to the SCCM. 3. The UNMR remains in the parent’s care until the flight is called. The handling agent then escorts the UNMR to the aircraft and hands her / him over into the care of the SCCM. The child shall wear a UNMR bag around her / his neck. This bag should contain a valid passport, flight ticket and the UNMR Indemnity Form. The SCCM shall carefully check the bag. 4. The seating allocation of an unaccompanied child shall allow for visual or audible communication during all phases of the flight with cabin crew. UNMR’s shall be seated in the front rows so they can be under observation by the crew, next to an ABP over the age of 16 yrs, who preferably speaks the same language as the child. The UNMR shall not be seated at or near exit rows. 5. The UNMR shall be observed during the flight and if necessary helped during meal services and assisted to use the lavatory. The UNMR shall not be served hot beverages even if she / he demands it for safety reasons. 6. At the end of the flight, the SCCM hands the UNMR over to the handling agent after the UNMR Indemnity form has been signed. 7. When carrying an unaccompanied child that is not self-reliant, the operator should assess the safety risks to ensure that the child is assisted in case of an emergency situation. In the case of a prepared emergency, a willing passenger (ABP) shall be briefed to assist the UNMR to evacuate the a/c. If an ABP is unavailable, CCM will be responsible to evacuate the UNMR. 02.10- PREGNANT PASSENGERS CAT.OP.MPA.155 Pregnant passengers will be accepted up to the 36th week of pregnancy without a doctor’s report, provided the passenger fills in an Indemnity form provided by Corendon Airlines. Air travel for uncomplicated single pregnancies beyond the 36th week is not permitted even if the passenger holds a medical clearance. For multiple pregnancies: - passengers will be accepted up to the 32nd week of pregnancy without a doctor’s report, provided they too fill in an Indemnity form. Air travel for multiple pregnancies beyond the 32nd week is not permitted even if the passenger holds a medical clearance. A pillow may be placed behind the passenger’s back for comfort. Ensure that the seat belt is placed at the hip joint below the stomach, so as not to injure the baby. Pregnant passengers cannot sit at exit row seats. Window seats should be preferred. 02.11- INFANTS CAT.OP.MPA.155 An infant is a child under the age of two years. Infants shall be seated on the parent’s lap and fastened with an infant belt during take-off and landing. Infants shall never be fastened while in their bassinet or together with an adult, with the same seat belt. It is also forbidden for a passenger to fasten 2 babies on his / her lap at the same time. If a bassinet does not fit into the overhead bin, it shall be labelled with a tag and sent to the cargo compartment. The bassinet shall not be carried on unoccupied seats. Page CCOM – 02-20 CCOM – STANDARD OPERATING PROCEDURES Rev No 2.0 Rev Date 15 March 2022 Passengers travelling with infants shall not be seated at exit row seats. Due to the number of available oxygen masks in the passenger service units, only 1 infant shall be allocated to 1 row of seats. Cabin Crew will need to use the extra oxygen masks when checking the cabin after a decompression. The amount of infant belts and infant life vests available in our aircrafts is 10% of the number of passenger seats available. Infant Belts and life vests are distributed after boarding with an "Infant Safety Card". The current card is located in the DMS. See Chapter 03.19 for usage of infant belts and life vests. Corendon Airlines does not accept a single passenger travelling with 2 or more children under 2 years of age. A passenger wishing to travel under these circumstances must inform their Tour Operator and / or Corendon Airlines and ask for an escort, which will be at a cost. 02.12- CHILDREN (MINOR) Operator Procedure Minors are children between 2-12 yrs of age. Minors are not allowed to be seated in exit row seats. It is also not permitted to sit 2 minors together on one seat. A passenger over the age of 16 years shall be seated next to 2 minors. The minor’s back shall be padded with a pillow, blanket, jacket or any other soft item if their seat belt cannot be securely tightened. As an unexpected turbulence or decompression may be experienced during flight, minors should not be allowed to play or wander around on their own in the aisle or galleys. In such cases, the parent / guardian shall be politely warned. Hot beverages (such as tea, coffee) shall not be served directly to the child passengers. If the accompanying adult of the child requires / gives permission for a hot drink for the child, the drink shall be served only to the accompanying passenger along with a warning that the drink is hot and the passenger must be careful. If a child travels with an accompanying adult in the same class of cabin, the child shall be seated in the same seat row segment as the accompanying adult. Where this is not possible, the child shall be seated no more than one seat row. A child under the age of 12 years, separated from the accompanying adult, who is travelling in another cabin class, shall be considered as an unaccompanied child in order to ensure that the child is assisted in case of an emergency situation. 02.13- ADULTS Operator Procedure Passengers over the age of 12 are referred to as Adults. The cabin crew shall provide extension belts to those adult passengers who are unable to fasten their seat belt due to their physical characteristics. See Chapter 03.19 for usage. Page CCOM – 02-21 CCOM – STANDARD OPERATING PROCEDURES Rev No 2.0 Rev Date 15 March 2022 02.14- POTENTIALLY THREATENING PASSENGERS CAT.OP.MPA.155 Potentially Threatening passengers are divided into 3 groups: 1. INAD – a person not allowed to enter a country, 2. Deportee– a person ordered to leave a country, 3. Persons who have been subjected to legal proceedings / are in custody. The PIC has total responsibility to decide how many INAD, Deportees and Passengers in custody are to be carried on board, in accordance with safety and security issues. After acceptance of the Potentially Threatening Passengers, the Handling Agent informs the PIC and SCCM prior to boarding via a Potential Threatening Passenger Information Form. The second copy of the Form is given to SCCM. Inadmissible Passenger (INAD) INAD passengers (inadmissible passenger) are those persons who are unable to enter a country due to visa problems, invalid passport, lost passport etc. Airline companies are obliged to fly their own INAD passengers back to their country. If the PIC feels that an INAD belonging to another airline company may endanger the flight, he / she is entitled to request for an escort from the authority or may refuse to carry of such passenger. Handling Procedure 1. The Handling Agent must inform the PIC and SCCM about the INAD passenger prior to passenger boarding. 2. The INAD Form prepared by the Authority and if available, the passenger’s passport are given to the SCCM. If necessary, the documents may be kept in the flight deck during flight, but they shall never be returned to the INAD passenger. 3. INAD’s shall be boarded prior to other passengers and be the last to disembark at the destination. Their documents are handed over to the Authority and are escorted out from the aircraft. 4. INAD passengers shall be seated at the back section of the a/c, at a window seat. 5. They shall not be served alcohol. 6. If an official has been requested to escort the INAD, the INAD shall be seated at a window seat and cabin crew shall perform meal and services as directed by the official. 7. The PIC is responsible for deciding how many INAD’s will be carried on the flight. Deportee Deportees are persons who are caught by the authorities and are ordered to leave the country because of their legal or illegal entrance; e.g. persons remaining to stay in the country with an expired visa, persons who have been detected with a forged passport. Deportees are not persons whom have committed a murder or serious offense. Only the deportees who were flown by Corendon Airlines flights may be accepted. All other deportees belonging to other airlines may be accepted prior to informing Corendon Airlines. If the PIC feels that the Deportees may endanger the flight, he / she is entitled to request for an escort from the authority or may refuse to carry the passenger. An accompanied deportee is abbreviated as DEPA while an unaccompanied deportee is stated as DEPU. Handling Procedure 1. The Handling Agent must inform the PIC and SCCM about the Deportee passenger prior to passenger boarding. 2. The Deportee Form prepared by the authority and if available the passenger’s passport is given to the SCCM. If necessary, the documents may be kept in the flight deck during flight, but they shall never be returned to the Deportee passenger. 3. Deportee’s shall be boarded prior to other passengers and be the last to disembark at the destination. Their documents are handed over to the authority and are escorted out from the aircraft. Page CCOM – 02-22 CCOM – STANDARD OPERATING PROCEDURES Rev No 2.0 Rev Date 15 March 2022 4. Deportee passengers should be seated at the back section of the a/c, at a window seat. 5. They shall not be served alcohol. 6. Deportee passengers shall be seated at a window seats. 7. Cabin crew shall perform meal services as directed by the official, is present. 8. The PIC is responsible for deciding how many deportees will be carried on the flight. Persons Who Have Been Subjected to Legal Proceedings, Passengers in Custody Suspects, detainees and convicted persons are those passengers who are potentially dangerous. These passengers are accepted on flights, provided that they are escorted by at least 2 escorts. Corendon Airlines must be informed about such passengers prior to flight. However, the PIC may choose to refuse to carry such passenger. Handling Procedure 1. Announcements about the carriage of such passengers shall not be made. 2. The Handling Agent must inform the PIC and SCCM about the passenger prior to passenger boarding. 3. The Deportee Form prepared by the authority and if available the passenger’s passport are given to the SCCM. If necessary, the documents may be kept in the flight deck during flight. 4. The passenger shall be boarded prior to other passengers and be the last to disembark at the destination. 5. The passenger is to be seated between the two escorts at the back section of the a/c. 6. The escorts shall remain in communication with the cabin crew. 7. They shall not be served alcohol and cabin crew shall perform meal and services as directed by the officials. 8. If necessary, restraints (plastic handcuffs) found in the a/c may be used. 02.15- LIVE ANIMALS AMC2 CAT.OP.MPA.160 It is the pet owner’s responsibility to submit the required documents to the Authority concerned. Pet in Cabin (PETC): A maximum of 4 pets may be transported in the cabin. They shall be seated in different rows in passenger cabin not close to each other. It is not allowed to seat in the first row and the overwing exit area. The weight of the pet and cage size has been defined in the GOM. It is the check-in staff’s responsibility to ensure that the cage is within limits and that all documents for the pet are valid. The passenger should inform Corendon Airlines prior to travelling with a pet at least 1 week before flight. Live animals may also be transported in the cargo compartments. Live animals transported in the cargo are defined as AVIH. The station personnel shall ensure carriage in containers as prescribed by the "IATA Live Animals Regulations". Ground staff shall inform the PIC about the carriage of live animals before flight commences. Pet in cabin carriage procedure: 1. The SCCM shall inform the PIC about the pet in cabin. 2. The Passenger shall not sit in an exit row/s and shall be allocated a window seat. If necessary, the cabin crew shall reseat the passenger accordingly. Since each item carried in a cabin shall be stowed only in a location that is capable of restraining it, the pet cage shall not be placed on the floor of the front seats. 3. The cabin crew member shall check that the cage is solid and the bottom part of it is waterproof. The cage must be placed on the floor by the passenger’s feet and the passenger shall be briefed on not removing the pet from its cage. Page CCOM – 02-23 CCOM – STANDARD OPERATING PROCEDURES Rev No 2.0 Rev Date 15 March 2022 (02.15.01)- Service / Guide Animals Operator Procedure In general, a service animal is an animal trained to perform duties to help an individual with a disability or medical problem in their day-to-day activities. Trained guide dogs: Seeing Eye or hearing dogs for BLND, DEAF, DEAF / MUTE passengers pulling wheelchairs, carrying and picking up things for persons with mobility impairments or, assisting persons with mobility impairments with balance. Passenger shown on manifest or PIL (Passenger Information List) with SVAN (Passenger with service animal in cabin) handling code. Medical support dogs: which alert the owner for epilepsy seizures, or similar issues. Passenger shown on manifest or PIL with SVAN (Passenger with service animal in cabin) handling code. Emotional support animals: which assist their handler with a psychiatric disability, such as post-traumatic stress disorder, schizophrenia, depression, anxiety, and bipolar disorder. Only dogs and cats are accepted. Passenger shown on manifest or PIL with ESAN (Passenger with emotional support / psychiatric assistance or animal in cabin) handling code. Search and rescue dogs: only in emergency situations, and with special permission (normally considered as AVIH) Other animals such as companion dogs are not considered as service animals. 1. The booking of the service animal has to be coordinated by the responsible Tour Operator or directly by the customer with Corendon Service Center department. 2. Passengers are allowed to transport their service animal, either in the cabin (even if the animal weighs more than 8 kg), or in the hold (AVIH). 3. Unless advised otherwise by Corendon Ground Operations, a maximum of 2 service animals can be accepted on a Corendon Airlines flight. 4. Service animals will not be counted as a PETC, and can be accepted regardless the allowable number of PETC. 5. The animals that are categorized as dangerous in PETC / AVIH Sections, shall not be accepted as service animal. 6. Guide dogs and medical dogs are permitted in the cabin without a muzzle however, the owner should bring a muzzle and use it in case dog starts to get restless during the flight. 7. Emotional support dogs and search and rescue dogs must use a muzzle during flight. The muzzle will be checked during check-in. 8. All service dogs must be on a leash at all times. 9. A psychiatrist report will be required indicating the psychological need for emotional support animal. A medical report of the passenger will be required for accepting medical support dogs. The copy of the reports will be handed over to the cabin crew. 10. The passengers with service animals are preferred to be seated window side of the cabin, provided that it is not an Emergency Exit row. The seating positions of the service dogs and the PETC’s should be arranged with reasonable distance, in case there is a possibility of disturbance. 11. The carriage of the service animal is free-of-charge. 12. The passenger(s) must be stated on the PIL. The passenger is required to securely hold the dog’s harness / leash for take-off, landing and during turbulence. Trained Service Animals are not permitted on the seats or in emergency exit rows nor will the Trained Service Animal be provided food, water or inflight amenities made for guests (e.g. pillow, blanket, food, water, etc.). On a destination of 8 or more hours long, Corendon Airlines requires a passenger using a Trained Service Animal to provide documentation that the animal will not need to relieve itself on the flight or that the animal can relieve itself in a way that does not create a health or sanitation issue on the flight. Page CCOM – 02-24 CCOM – STANDARD OPERATING PROCEDURES Rev No 2.0 Rev Date 15 March 2022 02.16- PASSENGERS WITH INJURIES OR ILLNESS Operator Procedure These passengers are those who are not handicapped but are ill and / or injured. Transportation of these passengers are permitted if they possess a written fitness report issued by their own doctor or by the official doctor at the airport. The PIC must be informed. Ground staff are fully responsible for checking such fitness reports. The SCCM must also check validity of the health report. A doctor’s report not older than 1 month before the departure date is required. Sick / injured passengers may be brought to the aircraft with a wheelchair. This assistance is organised by a Ground Handling Service Agent. Sick / injured passengers shall not occupy seats where they impede with cabin crew duties and obstruct access to emergency equipment and emergency exits. No transportation under any circumstances will be provided to a sick person who: 1. Has chicken pox, infectious hepatitis, scarlet fever, diphtheria, open tuberculosis or other contagious / infectious diseases who does not have a medical clearance report. 2. Has suffered a heart attack or stroke within the last eight weeks. 3. Requires medical attention by a pneumatic or electrically operated apparatus which for specific reasons is not allowed on board. 02.17- ILLNESS / INJURY ON BOARD Operator Procedure In the case of a serious illness or injury on board: 1. Immediately inform the PIC / SCCM and start First Aid actions (See CCOM Chapter 06 First Aid). 2. The flight deck crew shall be informed regularly. 3. Perform an announcement requesting for a Dr, nurse or other medically trained appropriate staff. 4. The PIC decides on which further actions to take depending on the information that is provided to him / her from the cabin e.g. performing a medical emergency landing. The SCCM fills in the Inflight Accident- Medical Incident Form and sends it to CCD. The incident is also reported in the CFR and a SERA Report shall be submitted. In case of physical damage of passenger by cabin Crew or by another passenger, along with the Inflight Accident- Medical Incident Form, a report shall also be submitted by SCCM via CFR and via SERA. The detailed data in the Inflight Accident- Medical Incident Form will consist of:  Passenger name, surname, seat number  Detailed description of the event, the cause of the damage (if the damage has been caused by another passenger then the name / surname and the seat number of the concerned passenger will be also written down on the report)  If there are any passengers who have witnessed the event, their name / surname and seat numbers  The action by the cabin Crew (first aid, etc.) Number of passenger injury due to cabin crew misdeed is monitored as cabin Operation SPI Page CCOM – 02-25 CCOM – STANDARD OPERATING PROCEDURES Rev No 2.0 Rev Date 15 March 2022 02.18- DEATH ON BOARD Operator Procedure If the pulse and respiration of a passenger stops due to an illness or sudden condition: 1. Inform the PIC immediately. 2. Immediately perform a Doctor announcement. 3. If a Dr or other medically trained staff is available on board, follow their instructions. 4. If medical help is not available, cabin crew shall perform first aid. 5. If the Dr decides that the passenger has died, fasten the seat belt over the passenger’s hands, try to sit the passenger in an upright position and close their eyes. If possible re-seat the passengers at the same row and lie the deceased down and secure with seatbelts. 6. Other passengers may panic, so cover the passenger with a blanket and try to make it look like as if he / she is resting. 7. The SCCM fills in the In-flight Accident / Incident Report, taking care to note the following: a. Passengers seat number, name and address, b. Name and address of any persons travelling with the passenger, c. Time and place when pulse and breathing stopped (if during flight, this information may be obtained from the PIC.), d. Total number of passengers on board e. Name and address of doctor who certified the death, f. Sign and symptoms shown by the passenger before death, g. Details of any treatment or first aid action taken. NOTE: Cabin crew do not have the authority to write death certificates / reports, only a Doctor can do so. Page CCOM – 02-26 CCOM – STANDARD OPERATING PROCEDURES Rev No 2.0 Rev Date 15 March 2022 02.19- EXIT ROW SEATING REGULATIONS GM1 ORO.CC.115 / AMC1 CAT.OP.MPA.165 / AMC2 CAT.OP.MPA.165 / CAT.OP.MPA.165 / OAN 09/2020 After boarding is completed and after the FSB signs have been turned on before landing, CCM shall check that passengers are seated according to exit row regulations listed below. The SCCM is responsible for checking that passengers have been seated according to these regulations during her / his final cabin check. Cabin Crew shall brief the passengers occupying seats with direct access to the OW emergency exits. If the OW exit rows are vacant, at least 4 willing passengers shall be re-seated to occupy the seats next to each OW exit. Crew shall verify that the passenger(s):  is (are) able and willing to assist the crew in case of an emergency and  understands the crew and written instructions. If the crew suspects that a passenger(s) will not be able to open the exit for a safe evacuation they shall reseat them immediately. The passengers listed below shall not be seated in exit row seats, for they can obstruct emergency equipment / exits, and impede the crew duties: 1. Passengers who are physically or mentally handicapped to have difficulty in moving rapidly when they are requested to do so and / or the passengers who need medical equipment, 2. Meet and Assist (MAAS) passengers, 3. Disabled Passengers with Intellectual or Developmental Disability Needing Assistance (DPNA), 4. Passengers with reduced mobility, 5. Blind and deaf passengers, 6. Passengers traveling with infants and / or children under the age of 16 years, 7. Pregnant women, passengers with infants, 8. Passengers whose age / physical size (who need extension belt), can prevent them from moving quickly, 9. Passengers with pets, 10. Deportee / INAD and passengers in custody, 11. Sick or injured passengers, 12. Unaccompanied minors. Passenger Seating with ‘Direct Access’ to Emergency Exits Not Staffed by Cabin Crew Members: 1. Must be over 16 years of age, 2. Must be physically capable of opening an exit, 3. Should be able to understand instructions on how to open the exit, 4. Preferably, shall not be responsible for someone else. Refer to Section 02.25 for Overwing Exit Row Passenger Briefing. See Corendon DMS for current Passenger Seat Chart(s). Page CCOM – 02-27 CCOM – STANDARD OPERATING PROCEDURES Rev No 4.0 Rev Date 15 July 2024 02.20- PRE-FLIGHT PROCEDURES GM1 ORO.CC.115 / GM1 ORO.CC.115(e) / Operator Procedure (02.20.01)- Preparing for Duty Operator Procedure Cabin crew members are responsible for preparing themselves for duty according to company procedures and recommendations. Cabin crew members are required to: 1. Make sure they have had enough rest. 2. Ask themselves if they are fit to fly. 3. Be aware of their roster. Check flight route / number, crew members, aircraft type / registration, operational requirements e.g. catering, tour operator, cabin tidy-up, aircraft equipment layout. 4. Check crew briefing program and read the CCOM to refresh their memory. 5. Overview CCM Duty Checklist. 6. Check company email and overview recent messages and publications such as safety bulletins, coordination sheets etc. 7. Get ready in accordance to uniform regulations. 8. Check / prepare flight bag. 9. On layover duties, check that they have packed their baggage with consideration to customs regulations, culture and weather. 10. Be ready at the given pick-up time / meeting time so as not to keep the crew or crew bus waiting. Inform the SCCM if they are going to be late for a particular and valid reason. 11. Bring mobile phone to silent mode before joining the crew. Keep it in the silent mode whenever in use, until the end of duty. 12. Greet and introduce themselves to the crew with a smile and do their utter best in maintaining a smile throughout the duty period. 13. Participate in the pre-flight briefing. 14. Keep their flight bag under observation at all times. 15. Under no circumstances shall they accept private letters / parcels from others for carriage. 16. Make sure that the inflight tablet is fully charged and correct flight information is loaded before the flight. (02.20.02)- Pre-flight Briefing CAT.GEN.MPA.100 / ORO.CC.115 The SCCM is responsible to hold a pre-flight briefing before each flight in accordance with the monthly briefing programme. This programme is prepared by the CCD and emailed to cabin crew at the end of each month. The briefing may take place in the briefing room, on board the aircraft (depending on airport facilities) or in the crew bus. The SCCM shall evaluate the knowledge of CCM during the briefing. The SCCM is responsible for correcting wrong or lacking information when a crew members’ knowledge is found to be inadequate. A briefing is not an examination but a time to exchange knowledge and it should last for no more than 15mins. All cabin crew members shall actively participate in the crew briefing. Crew shall not be preoccupied with their mobile phones or other distracting activities. The briefing shall be held in English language only, regardless of the common language that may be between crew members. Page CCOM – 02-28 CCOM – STANDARD OPERATING PROCEDURES Rev No 2.0 Rev Date 15 March 2022 Topics to be discussed during the briefing: 1. Safety, Security and Standard Operating Procedures, 2. First Aid, 3. A/C Type, 4. Emergency Procedures and Abnormal Conditions, 5. Hijack code for that particular flight. (SCCM shall ask PIC for the code). 6. The laws, regulations and procedures of those States in which operations are conducted and that are pertinent to the performance of their duties. If necessary, the SCCM should also discuss any recent announcements / coordination sheets published regarding national and international laws, customs and any other related regulations. The SCCM shall inform the PIC immediately when she believes that a cabin crew member’s knowledge, physical appearance and / or emotional stability looks as though he / she may have difficulties performing safety and security duties. The SCCM shall ask the PIC for a further evaluation. If the condition is mutually acknowledged, then the CCM in concern shall be called off duty and a new cabin crew member shall be assigned from standby. The SCCM shall report this incident in the CFR after flight emailed to the Cabin Crew Department. The SCCM shall check minimum two items that cabin crew members are required to carry in their flight bags. It is extremely important that the SCCM performs this check discreetly, without placing the crew members in a difficult situation. Crew members with missing items shall be evaluated accordingly after flight and reported to the Cabin Crew Department. The flight crew join the briefing and share relevant flight and operational information with the cabin crew. The aircraft should be boarded at least 1hr prior to departure after completing the crew briefing. During lay-over duties: - the SCCM shall perform the cabin crew briefing according to existing circumstances. If the crew are accommodated in a hotel, the SCCM may organise for cabin crew to be at the lobby 15mins prior to crew bus pick-up time in order to perform the cabin crew briefing. Otherwise, the crew briefing shall be held at the airport crew meeting point determined by the company. Page CCOM – 02-29 CCOM – STANDARD OPERATING PROCEDURES Rev No 4.0 Rev Date 15 July 2024 (02.20.03)- Security Procedures GM1 ORO.CC.115 / CAT.GEN.MPA.175 Cabin Security Search Procedure When cabin crew members aboard the aircraft, they shall immediately proceed to their assigned stations and stow away their baggage. The security search is to be performed immediately after the cabin emergency and safety equipment check. CCM shall perform the security search in the assigned areas they are responsible for. The assigned stations and responsibilities of each CCM is specified in relevant crew checklists and throughout this manual. Areas to be searched by CCM in the cabin: 1. Overhead bins, 2. Waste bins, 3. Cupboards and storage compartments, including crew storage areas, 4. Crew closets, 5. All closed compartments in the lavatories, 6. Galleys - the insides of closets, units, trolleys and ovens, 7. Seat pockets, under seats, between and under seats cushions and floor, 8. At least 10 % of life vests under passenger seats shall be removed so the LV holder can be searched, 9. All closed areas located at CCM stations shall be opened and searched, 10. Emergency and safety equipment units / cupboards, and 11. All other confined areas accessible from the cabin. Additionally:  Cabin Cleaners should never be left unsupervised under any circumstance.  SCCM and CCM1 stay at their respective stations to avoid unauthorized access to the aircraft.  A security search is performed before every departure after all the people involved with cleaning, catering, etc., leave the aircraft.  Cabin crew shall also search the insides of their flight bags for foreign items. The flight deck security search is performed by the flight deck crew. Crew should use their personal flashlights when searching confined / dark areas. All lids / doors to compartments and confined areas shall be closed immediately after searching e.g. overhead bins, units, lavatory storage areas and door, trolleys etc. Never remove any foreign package / object that is found during the security search and inform the PIC immediately. All cabin crew members shall sign the Aircraft Security Search Form and give it to the SCCM, who shall declare it to the PIC to sign. Aircraft Security Search Form A sufficient amount of Security Search Forms is available on all aircraft. The Aircraft Security Search Form can only be filled in AFTER completing the Security Search – this document confirms that the security search has been completed according to mentioned points on the Form. The SCCM is responsible to check that the amount of forms available is enough to cover the flight. If necessary, he / she can ask for more forms from the Ground Operation Personnel. A current copy of the Form is available in the Corendon DMS. Post flight searches are to ensure that passengers who have disembarked have left nothing on board which will hazard the aircraft and need not, therefore, include the flight deck, cargo hold and external areas, as passengers will have had no access to those parts of the aircraft. Page CCOM – 02-30 CCOM – STANDARD OPERATING PROCEDURES Rev No 2.0 Rev Date 15 March 2022 Danger in the vicinity of an aircraft on ground It is strictly prohibited to walk great distances over the apron. The apron area of an airport has a high accident risk. Many different vehicles are moving, some on the marked areas and some on the roads. Running engines produce jet stream, Aircrafts are taxiing or being pushed or towed (push back). Crew are not permitted to stand near an aircraft that’s being pulled or pushed. Running engines are of great danger. Pay attention to anti-collision lights. Observe safety placards on the sides of engines and visualise the danger area described on them. Persons can be sucked into a running engine from a distance of 10m. The blast area behind a running engine is about 100m. Loose objects being blown away can cause serious injuries. Use extreme care, when your duties require you to move outside the aircraft and make sure to wear your apron security vest. Security on a Parked Aircraft Airline companies are responsible for the security of their aircrafts. The security of our aircrafts should be provided in accordance with air transportation regulations in such a way that: 1. No unauthorized persons can enter the aircraft

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