Airline Cabin Crew Training Edition 4 PDF

Airline Cabin Crew Training Edition 4 Course Textbook COVID-19 Resources for Airlines and Air Transport Professionals In response to the unprecedented challenges currently facing the industry, IATA is strongly advocating for ICAO’s Takeoff Plan to restart aviation. The plan is designed to ease potential concerns associated with flying and encourage governments to reopen borders through a globally harmonized approach. Working with global experts like the ICAO Council’s Aviation Recovery Taskforce (CART) and the World Health Organization (WHO), IATA has put together industry guidance covering airports, aircraft, passengers, crew and cargo, as well as analyses and forecasts of the economic impact of COVID-19 on the industry, and summaries of the relief measures being rolled out by governments around the globe. This information is being updated often as conditions evolve and regulations change, so consult the iata.org resources often! INDUSTRY GUIDANCE www.iata.org/covid-19 CART/IATA Guidance: Crew ICAO Guidelines Airport Guidance for crew health precautions during pandemic ICAO Guidelines IATA Guidance for Managing Pilot Training & Licensing during Ground handling return to service COVID Guidance for ground handling during COVID-19 Cargo Ground Handling – information about conducting ground operations in time of COVID-19 ICAO Guidelines Regulatory Approval Status for Mobile Boarding Pass, Electronic Carriage of cargo in the passenger cabin Bag Tag, Home Printed Bag Tag Guidance for Operators of Dangerous Goods during COVID-19 Aircraft Air Cargo comprehensive FAQ on cargo operations ICAO Guidelines Airline Air Cargo Operations Status: this section covers over 370 airlines worldwide, to capture the Operational Status, current Aircraft cleaning & disinfection during & post-pandemic Cargo Restrictions, Passenger to Cargo (“P2C”) & Cargo In Guidance for cabin operations during & post-pandemic also Cabin (“CIC”) information available in Spanish Country Air Cargo Operations Status: this section covers over 200 Guidance for Flight Operations during and Post Pandemic countries, to capture the current Cargo Restrictions, Cargo In Cabin (“CIC”) and other important updates to regulations Air Cargo Schedules: this section will be released soon (planned Q4 2020) Passenger Latest COVID-19 travel documentation requirements and health restrictions from around the world updated in real time: www.iata.org/timatic Instant updates of travel restrictions via Timatic COVID-19 Alerts www.iata.org/timatic-alerts Interactive COVID-19 Travel Regulations Map provides the latest travel restrictions per country via the IATA TravelCentre: www.iatatravelcentre.com/map Government Measures Industry Impact Access the Government measures related to COVID-19 to learn Data & Economic Analysis out more about the entry/exit requirements as aviation heads into a re-start phase (listed per country). Analysis of COVID-19 impacts on the financial and traffic performance and outlook for the global air transport industry. COVID-19 Dashboard on state & airport restrictions (NOTAM and AIS data) Economics COVID-19 Contingency related differences (CCRD) presenting All reports on COVID-19 published by IATA Economics alleviations in safety operational measures COVID-19 media kit Relief Measures for Airlines Press Releases & Speeches IATA is appealing to governments for relief measures to support Financial impact the industry in the face of collapsing travel demand, owing to the COVID-19 pandemic and mandated border closures and Traveler Advice restrictions on mobility. See below areas of action: Professional resources Airline Taxes COVID-19 news – a collection of news stories from airlines Governments ticket tax change measures - tax relief measures and airports as well as government relief measures. and payment deferrals Airport Infrastructure & Charges Airport charges reduction - temporary reduction of airport Comms Materials charges for airlines - per country, collected in our Aviation Communication Assets for Industry’s Re-Start Charges Intelligence Center (ACIC)COVID 19:Slots - to find out the latest IATA’s position in the are of slots As the industry moves into the re-start phase following the COVID-19 pandemic, IATA has developed infographics, visuals, Relief Measures News and videos to help restore the travel confidence. Any industry stakeholder can download, use, and promote these assets COVID-19 news a collection of news stories on government through their own communication channels as images are relief measures as well as airport and airline news copyright free. IATA Position Papers Temperature Screening: A Public Health Responsibility Collection of Self-Declared Passenger Health Data Harmonization of Health Declaration Form/Data Set Other Guidance Materials Safety & Flight Operations Guidance for managing aircraft airworthiness for operations during and post pandemic Ed.1, 12 June 2020 IOSA Guidance for Safety Monitoring under COVID-19 Ed.2 IATA has launched a service for its member airlines that addresses operational reports, questions and information related to COVID restart operations: COVID Reporting Process for Member Airlines Customer Vouchers Initiatives Airline vouchers & ticket exchange policies repository NOTICE DISCLAIMER. The information contained in this publication is subject to constant review in the light of changing government requirements and regulations. No subscriber or other reader should act on the basis of any such information without referring to applicable laws and regulations and/ or without taking appropriate professional advice. Although every effort has been made to ensure accuracy, the International Air Transport Associ- ation shall not be held responsible for any loss or damage caused by errors, omissions, misprints or misinterpretation of the contents hereof. Fur- thermore, the International Air Transport Asso- ciation expressly disclaims any and all liability to any person or entity, whether a purchaser of this publication or not, in respect of anything done or omitted, and the consequences of anything done or omitted, by any such person or entity in reliance on the contents of this publication. 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Montreal—Geneva AIRLINE CABIN CREW TRAINING COURSE TEXTBOOK TABLE OF CONTENTS Introduction............................................................................................................................ 1 Course Introduction....................................................................................................................... 3 About IATA.................................................................................................................................... 4 About IATA Training...................................................................................................................... 4 Career Development with IATA Training.......................................................................................4 IATA Training Partners.................................................................................................................. 4 Follow us online!............................................................................................................................ 5 Accessing your IATA Training User Account.................................................................................7 Minimum PC System Requirements:............................................................................................. 7 Instructions.................................................................................................................................... 7 Examinations................................................................................................................................. 7 Module 1: Introduction to the Airline Industry.....................................................................9 Module Introduction..................................................................................................................... 11 1.1 Overview of the Airline Industry................................................................................................... 13 Unit Overview.............................................................................................................. 13 1.1.1 Milestones in Aircraft Manufacturing............................................................................14 1.1.2 The Evolution of the Airline Industry as a Global Industry............................................27 1.1.3 The Evolution of Airline Cabin Crew............................................................................31 1.1.4 Different Types of Airline............................................................................................. 35 1.1.5 Unit Summary............................................................................................................ 37 1.2 Regulatory Context of the Airline Industry...................................................................................39 Unit Overview.............................................................................................................. 39 1.2.1 The International Air Transport Association.................................................................40 1.2.2 International Civil Aviation Organization......................................................................41 1.2.3 National Aviation Authority (Civil Aviation Authority–CAA)..........................................42 1.2.4 Aviation Security Regulations......................................................................................45 1.2.5 Unit Summary............................................................................................................ 46 1.3 Organizational Structures in Airlines...........................................................................................48 Unit Overview.............................................................................................................. 48 1.3.1 Overview of Key Positions in an Airline........................................................................48 1.3.2 Cabin Crew Training.................................................................................................... 49 1.3.3 Rostering..................................................................................................................... 50 1.3.4 But what are Flight Time Limitations?..........................................................................51 1.3.5 Crewing/Operations.....................................................................................................53 1.3.6 Cabin Crew Management............................................................................................53 1.3.7 New Development in Cabin Management...................................................................54 1.3.8 Inflight Services........................................................................................................... 54 1.3.9 Safety Department....................................................................................................... 56 1.3.10 Quality Department...................................................................................................... 57 1.3.11 Engineering and Maintenance.....................................................................................57 1.3.12 Airport Ramp Services.................................................................................................57 1.3.13 Unit Summary.......................................................................................................... 59 Module Summary........................................................................................................................ 60 Other Resources and References............................................................................................... 62 Answer Key................................................................................................................................. 63 Module 2: Air Transport and Flight Operations.................................................................67 Module Introduction..................................................................................................................... 69 2.1 The Airport and Passenger Processing.......................................................................................71 Unit Overview.............................................................................................................. 71 2.1.1 The Physical Layout of an Airport................................................................................71 2.1.2 Stages in Processing Passengers and Luggage.........................................................74 2.1.3 The Use of Codes as Designations of Cities, Airports, Airlines and Flights.................82 2.1.4 Cabin Crew Airport Security Checkpoints....................................................................87 2.1.5 The Time Reference System Used in Aviation............................................................90 2.1.6 Unit Summary............................................................................................................ 94 2.2 Flight Operations......................................................................................................................... 96 Unit Overview.............................................................................................................. 96 2.2.1 Activities Performed During Turnaround......................................................................96 2.2.2 Phases of Flight......................................................................................................... 103 2.2.3 Unit Summary.......................................................................................................... 106 2.3 The Aircraft Cabin...................................................................................................................... 108 Unit Overview............................................................................................................ 108 2.3.1 Types of Aircraft......................................................................................................... 108 2.3.2 Cabin Configuration...................................................................................................109 2.3.3 The Minimum Equipment List....................................................................................126 2.3.4 Unit Summary.......................................................................................................... 127 2.4 Theory of Flight and Altitude Physiology...................................................................................129 Unit Overview............................................................................................................ 129 2.4.1 The Four Forces Acting on an Airplane During Flight................................................129 2.4.2 Airplane's Basic Movements......................................................................................131 2.4.3 Altitude Physiology.................................................................................................... 135 2.4.4 Pressurizing the Cabin............................................................................................... 137 2.4.5 Unit Summary.......................................................................................................... 138 Module Summary...................................................................................................................... 140 Review Questions..................................................................................................................... 141 Other Resources and References............................................................................................. 143 Answer Key............................................................................................................................... 144 Module 3: Crew Responsibilities and Cooperation.........................................................149 Module Introduction................................................................................................................... 151 3.1 Organizational Structure on Board the Aircraft..........................................................................153 Unit Overview............................................................................................................ 153 3.1.1 Chain of Command.................................................................................................... 153 3.1.2 Overview of Cabin Crew Responsibilities..................................................................159 3.1.3 Unit Summary.......................................................................................................... 160 3.2 Communication on Board the Aircraft........................................................................................162 Unit Overview............................................................................................................ 162 3.2.1 Crew Resource Management and Threat Error Management (TEM)........................162 3.2.2 Flight and Cabin Crew Communication.....................................................................169 3.2.3 Communication Among Cabin Crew..........................................................................173 3.2.4 Common Language................................................................................................... 175 3.2.5 The Phonetic Alphabet.............................................................................................. 176 3.3 Communicating with Passengers.............................................................................................. 177 Unit Overview............................................................................................................ 177 3.3.1 Interpersonal Skills and Human Factors....................................................................179 3.3.2 Cultural Differences.................................................................................................. 183 3.3.3 Understanding the Cultural Value System.................................................................184 3.3.4 Cultural Conflicts....................................................................................................... 187 3.3.5 The Negative Effect of Stereotypes...........................................................................188 3.3.6 How to Avoid Creating a Cultural Conflict..................................................................190 3.3.7 How to Prevent an Existing Conflict from Escalating.................................................191 3.3.8 Undesirable Crowd Behavior.....................................................................................191 3.3.9 Unit Summary.......................................................................................................... 194 3.4 Cabin Crew Duties in Normal Operations..................................................................................196 Unit Overview............................................................................................................ 196 3.4.1 Cabin Crew Duties During Pre-Flight Preparations...................................................196 3.4.2 Cabin Crew Duties During Takeoff and Inflight Services...........................................207 3.4.3 Cabin Crew Duties During Landing and Disembarkation...........................................211 3.4.4 Unit Summary.......................................................................................................... 214 Module Summary...................................................................................................................... 216 Other Resources and References............................................................................................. 218 Answer Key............................................................................................................................... 219 Module 4: Managing Abnormal and Emergency Situations...........................................223 Module Introduction................................................................................................................... 225 4.1 Perspective on Air Transportation Safety..................................................................................227 Unit Overview............................................................................................................ 227 4.1.1 The Proactive Approach to Managing Safety............................................................227 4.1.2 Safety and Emergency Equipment on Board the Aircraft...........................................235 4.1.3 Learning from Emergency Situations.........................................................................262 4.1.4 Unit Summary.......................................................................................................... 265 4.2 Turbulence and Cabin Decompression.....................................................................................267 Unit Overview............................................................................................................ 267 4.2.1 Causes of Turbulence................................................................................................267 4.2.2 Managing Turbulence................................................................................................269 4.2.3 Course of Action for Ensuring Safety During Turbulence..........................................270 4.2.4 Aircraft Cabin Pressurization.....................................................................................274 4.2.5 Basic Response Procedures in the Event of Decompression....................................275 4.2.6 Unit Summary.......................................................................................................... 278 4.3 Fire Fighting and Smoke Removal............................................................................................280 Unit Overview............................................................................................................ 280 4.3.1 Causes of Fire on Board the Aircraft and Measures to Prevent It..............................280 4.3.2 Fire Fighting Procedures...........................................................................................285 4.3.3 Managing the Cabin after the Fire.............................................................................289 4.3.4 Unit Summary.......................................................................................................... 290 4.4 Emergency Landing and Evacuation.........................................................................................292 Unit Overview............................................................................................................ 292 4.4.1 Preparing for an Anticipated Emergency Landing.....................................................293 4.4.2 Unanticipated Emergency Landing............................................................................296 4.4.3 Aircraft Evacuation.................................................................................................... 296 4.4.4 Rapid Disembarkation...............................................................................................298 4.4.5 Unit Summary.......................................................................................................... 299 Module Summary...................................................................................................................... 301 Other Resources and References............................................................................................. 303 Answer Key............................................................................................................................... 304 Module 5: Medical Emergencies Onboard the Aircraft...................................................309 Module Introduction................................................................................................................... 311 5.1 Medical Emergency Equipment Onboard the Aircraft................................................................313 Unit Overview............................................................................................................ 313 5.1.1 Medical Emergencies on Board the Aircraft...............................................................313 5.1.2 Providing First Aid and Emergency Response..........................................................317 5.1.3 Basic First Aid Response on Board the Aircraft.........................................................319 5.1.4 Emergency Medical Kit..............................................................................................325 5.1.5 Unit Summary.......................................................................................................... 327 5.2 Performing CPR, AED and Heimlich Manoeuvre......................................................................329 Unit Overview............................................................................................................ 329 5.2.1 Responding to a Collapsed Passenger......................................................................329 5.2.2 Assisting Someone Who has Stopped Breathing......................................................331 5.2.3 Assisting Someone Who has a Cardiac Arrest..........................................................333 5.2.4 Assisting Someone Who is Choking..........................................................................335 5.2.5 Unit Summary.......................................................................................................... 340 5.3 Flight and Cabin Crew Incapacitation........................................................................................342 Unit Overview............................................................................................................ 342 5.3.1 Medical Assistance to the Flight Crew.......................................................................342 5.3.2 Medical Assistance to the Cabin Crew......................................................................344 5.3.3 Communicable Diseases...........................................................................................345 5.3.4 Unit Summary.......................................................................................................... 348 Module Summary...................................................................................................................... 350 Other Resources and References............................................................................................. 352 Answer Key............................................................................................................................... 353 Module 6: Dangerous Goods............................................................................................ 355 Module Introduction................................................................................................................... 357 6.1 Air Transportation of Dangerous Goods....................................................................................361 Unit Overview............................................................................................................ 361 6.1.1 General Approach to Air Transportation of Dangerous Goods and Regulatory Context—Applicability................................................................................................ 362 6.1.2 Limitations................................................................................................................. 364 6.1.3 Classification of Dangerous Goods...........................................................................365 6.1.4 Marking and Labelling of Dangerous Goods..............................................................374 6.1.5 Unit Summary.......................................................................................................... 377 6.2 Handling Dangerous Goods in the Aircraft Cabin......................................................................378 Unit Overview............................................................................................................ 378 6.2.1 Limitations on the Carriage of Dangerous Goods by Passengers and Crew.............378 6.2.2 What to Do if Dangerous Goods are Discovered in the Cabin...................................380 6.2.3 Dangerous Goods Emergency Response.................................................................381 6.2.4 Unit Summary.......................................................................................................... 384 Module Summary...................................................................................................................... 386 Other Resources and References............................................................................................. 388 Answer Key............................................................................................................................... 389 Module 7: Aviation Security.............................................................................................. 397 Module Introduction................................................................................................................... 399 7.1 Coordinated Efforts to Increase Aviation Security.....................................................................401 Unit Overview............................................................................................................ 401 7.1.1 Groups of People Engaged in Acts of Unlawful Interference.....................................403 7.1.2 Targets of Unlawful Interference................................................................................404 7.1.3 Increased Aviation Security Measures......................................................................405 7.1.4 Rules and Regulations............................................................................................... 406 7.1.5 Recent Advances in Aviation Security.......................................................................408 7.1.6 The Role of Cabin Crew in Maintaining Security........................................................411 7.1.7 Unit Summary.......................................................................................................... 412 7.2 Unruly Passengers as a Threat to Aviation Security..................................................................414 Unit Overview............................................................................................................ 414 7.2.1 The Regulatory Environment for Dealing with Unruly Behavior.................................416 7.2.2 The Lowest Level of Unruly Behavior–LEVEL 1........................................................419 7.2.3 Stage Two Unruly Behavior—LEVEL 2.....................................................................422 7.2.4 LEVEL 3—Life-Threatening Behavior........................................................................423 7.2.5 LEVEL 4—Attempted or Actual Breach of the Flight Deck.........................................423 7.2.6 Restraining a Disruptive Passenger..........................................................................424 7.2.7 Unit Summary.......................................................................................................... 425 7.3 Strategies for Handling Hijacking and Bomb Threat..................................................................427 Unit Overview............................................................................................................ 427 7.3.1 Hijacking.................................................................................................................... 427 7.3.2 Bomb Threats and Response....................................................................................431 7.3.3 Finding a Suspicious Device......................................................................................433 7.3.4 Unit Summary.......................................................................................................... 436 Module Summary...................................................................................................................... 438 Other Resources and References............................................................................................. 440 Answer Key............................................................................................................................... 441 Module 8: Customer Service and Interaction with Passengers.....................................449 Module Introduction................................................................................................................... 451 8.1 Creating a Customer Service Environment...............................................................................453 Unit Overview............................................................................................................ 453 8.1.1 The Impact of Good Customer Service......................................................................453 8.1.2 Best Practices of Great Customer Service................................................................459 8.1.3 Dealing with Difficult Situations..................................................................................464 8.1.4 The Fight or Flight Reaction.......................................................................................468 8.1.5 Passengers with a Fear of Flying...............................................................................471 8.1.6 Unit Summary.......................................................................................................... 473 8.2 Serving Passengers with Additional Needs...............................................................................475 Unit Overview............................................................................................................ 475 8.2.1 The Regulatory Environment for Air Transportation of Passengers with Additional Needs....................................................................................................... 475 8.2.2 Procedures for Clearance of Passengers Who May Require Assistance..................477 8.2.3 Cabin Crew Procedures for Handling Passengers Who Require Assistance............478 8.2.4 Guidelines for Providing Customer Service to Passengers with Additional Needs....................................................................................................... 480 8.2.5 Guidelines for Handling Unaccompanied Minors (UMNR).........................................483 8.2.6 Evacuation of Passengers with Additional Needs......................................................484 8.2.7 Unit Summary.......................................................................................................... 484 8.3 Managing Unruly or Drunken Passengers.................................................................................486 Unit Overview............................................................................................................ 486 8.3.1 General Approach for Managing Disruptive Behavior................................................486 8.3.2 Levels of Disruptive Behavior....................................................................................487 8.3.3 Responding to the Different Levels of Disruptive Behavior........................................488 8.3.4 Passenger Intoxication..............................................................................................491 8.3.5 Service of Alcohol on Board.......................................................................................492 8.3.6 Unit Summary.......................................................................................................... 494 8.4 Human Trafficking..................................................................................................................... 496 Module Summary...................................................................................................................... 499 Other Resources and References............................................................................................. 501 Answer Key............................................................................................................................... 502 Module 9: Airline Catering and Onboard Retail Services...............................................507 Module Introduction................................................................................................................... 509 9.1 Organization of Airline Catering................................................................................................. 511 Unit Overview............................................................................................................ 511 9.1.1 Inflight Service Designers and Catering Companies.................................................511 9.1.2 Galley Equipment and Planning................................................................................514 9.1.3 Special Meals............................................................................................................ 522 9.1.4 Loading of Catering................................................................................................... 531 9.1.5 Food Safety............................................................................................................... 532 9.1.6 Unit Summary.......................................................................................................... 536 9.2 Serving Meals Onboard the Aircraft...........................................................................................538 Unit Overview............................................................................................................ 538 9.2.1 Examples of Typical Food Offerings Onboard...........................................................538 9.2.2 Loading of Meals and Food Items..............................................................................542 9.2.3 On-Ground Preparation............................................................................................. 543 9.2.4 Conducting the Inflight Service..................................................................................544 9.2.5 Safety Measures When Working with Galley Equipment...........................................547 9.2.6 Collection/Disposal of Service Material–Recycling....................................................553 9.2.7 Customer Satisfaction and Feedback........................................................................554 9.2.8 Crew Meals................................................................................................................ 557 9.2.9 Unit Summary.......................................................................................................... 559 9.3 Onboard Retail Services............................................................................................................ 561 Unit Overview............................................................................................................ 561 9.3.1 Types of Inflight Retail Services.................................................................................561 9.3.2 Strategies for Selling Onboard...................................................................................562 9.3.3 Financial Reporting.................................................................................................... 565 9.3.4 Sales Accounting....................................................................................................... 565 9.3.5 Unit Summary.......................................................................................................... 566 Module Summary...................................................................................................................... 568 Other Resources and References............................................................................................. 570 Answer Key............................................................................................................................... 571 Module 10: Cabin Crew Professional Development........................................................573 Module Introduction................................................................................................................... 575 10.1 The Cabin Crew Profession and Lifestyle Choices....................................................................577 Unit Overview............................................................................................................ 577 10.1.1 Keeping Fit and Managing Fatigue............................................................................577 10.1.2 Drugs, Alcohol and Psychoactive Substances..........................................................580 10.1.3 Managing Stress........................................................................................................ 581 10.1.4 Unit Summary........................................................................................................... 584 10.2 Cabin Crew Professional Development.....................................................................................586 Unit Overview............................................................................................................ 586 10.2.1 Cabin Crew Career Progression and Professional Development.............................586 10.2.2 Cabin Crew Licensing Requirements........................................................................589 10.2.3 Cabin Crew Training..................................................................................................590 10.2.4 Unit Summary........................................................................................................... 594 Module Summary...................................................................................................................... 596 Answer Key............................................................................................................................... 598 Conclusion......................................................................................................................... 599 Glossary of Frequently Used Terms in the Airline Industry...........................................603 Introduction Airline Cabin Crew Training Course Textbook Course Introduction This course has been designed to cover the key roles and responsibilities of airline cabin crew, to provide a high standard of foundational knowledge for cabin crew candidates. It aims to cover much of the requirements of the International Civil Aviation Organisation (ICAO) relating to cabin crew training, so that students can utilise this knowledge whichever airline they work for. It also incorporates the basic requirements for many National Aviation Authorities (NAA) so that students will learn the most relevant and up to date information. This course is based on the competency framework for cabin crew developed by ICAO. The course provides the knowledge base required for initial cabin crew training. It describes generic processes and equipment and specifies the areas where the specific procedures are covered by airline training. The benefit for such an approach is that it equips the graduates of this course with the foundational knowledge that will allow them to easily master aircraft and airline specific procedures. The course consists of ten modules. Module 1 starts with the evolution of airlines and air travel. Students will gain an insight into how airlines have grown and adapted to worldwide air travel since the early 20th century and some of the latest advances in passenger comfort and service offered by airlines and aircraft manufacturers. The module also covers how airlines are regulated and what is expected of cabin crew and how they fit into the airlines organisational structure. Module 2 gives students the opportunity to learn and understand how an airport operates and how passengers get to the aircraft. It gives an overview and familiarisation of aircraft cabins and explains how an aircraft flies. It also explains how flying can affect the human body and what this might mean for some of the passengers or crew. Module 3 provides a detailed description of the activities that cabin crew perform. This description is placed in the context of the duties of the flight crew and how the two teams should interact. This module also gives an overview of communication on board an aircraft. In modules 4 and 5, students will learn how aircraft and medical emergencies are managed on board an aircraft and some of the safety, emergency and medical equipment that airlines are required to carry. The major part of any airline training programme relates to these two areas, so this area will specifically help any student in their studies once employed by an airline. Dangerous Goods training is an ICAO requirement and module 6 ensures that the elements required are covered in sufficient detail for cabin crew. By studying this module students will understand what dangerous goods are, the regulations surrounding their carriage onboard aircraft and what to do if they find Dangerous Goods onboard the aircraft. The world can be a dangerous place and there are many individuals and organizations who attempt to disrupt air travel through acts of sabotage or interference. Module 7 gives students an insight into some of the current security measures and the reasons for them and puts security into the context of the cabin crew role. All airlines require cabin crew to provide a satisfactory level of customer care and service onboard the aircraft. Modules 8 and 9 will provide students with an awareness of how to provide excellent customer service and how service of food, beverages and inflight retail goods is carried out onboard. Course Introduction 3 Airline Cabin Crew Training Course Textbook Having gained a full understanding of the role, responsibilities and tasks required of cabin crew, module 10 looks at how a cabin crew member can manage the physical and mental demands of the job and ensure that they are able to continue to forge their own career path within the airline industry. About IATA The International Air Transport Association (IATA) is the trade association for the world's airlines, representing some 280 airlines or 83% of total air traffic. Learn more: www.iata.org About IATA Training More than 1,000,000 students have chosen us! Each year, we train 100,000+ aviation professionals with a commitment to developing careers and a workforce that makes our industry safe, secure, and sustainable. Our 350+ courses are developed around IATA's areas of expertise and commitment to promoting industry standards worldwide. We offer flexible training solutions in a classroom, self-study or in-house format to meet all budgets and needs. Graduates receive IATA qualifications that are recognized and respected worldwide! Career Development with IATA Training Aviation is big business! Not only does it span the globe, generating more than $800 billion in revenues but also it covers a wide spectrum of careers. Whether you already have your foot on the ladder or are just starting out, IATA Training offers a course that will turn an opportunity into a successful career. IATA Training Partners If you are studying on your own and need tutoring support, you are welcome to take advantage of professional and qualified tutoring services offered by the IATA Authorized Training Centre closest to you. Please see our website for a list for these centers. Visit www.iata.org/training-atc Get on the right career path with us! Learn more: www.iata.org/training Contact us at: www.iata.org/training-contact 4 Course Introduction Airline Cabin Crew Training Course Textbook Follow us online! www.facebook.com/training.iata www.instagram.com/iata.training www.linkedin.com/company/iata-training Course Structure Your IATA course contains all materials necessary for your learning. The course is designed using a building block approach to facilitate your learning and improve your skills. The structure and features are explained here to assist your navigation through the course. Module Learning Objectives Outline what you will be able to do after studying the Module. Module Introduction Explains the Module's subject matter, summarizing topics and the benefits or rationale for studying it. Unit Learning Objectives Each module is divided into Units and each unit defines learning objectives that state what you will be able to do after studying the Unit. Unit Overview Introduces the Unit topic, explaining why it is important for you to know and understand the topic. Key Learning Point Highlights the most important skills and knowledge from the unit in order to meet the learning objectives. Did You Know? Identifies optional but interesting facts related to the Unit topic. Important Note Points out an essential and significant remark or mention. Course Introduction 5 Airline Cabin Crew Training Course Textbook Try Activity Practice theory and skills through synchronized workbook activities. When there is a related activity to practice what is learned, you will be directed to the activity number. Study Check Assess whether you have fully grasped and understood the Unit content. If you cannot confidently answer these learning assessment questions, study the Unit again more carefully. Apply Your Learning Practical, but optional, projects and assignments illustrating how to apply the Unit knowledge gained. Module Summary Summarizes overall knowledge, skills and competencies learned per Unit. Unit Summary Summarizes key knowledge, skills or competencies learned by the end of the unit. Glossary Defines industry terms and acronyms. Other Resources and References Provide a list of resources and external references that may be helpful to further expand your knowledge on the topic. Answer Key Answers to all learning assessment questions. 6 Course Introduction Airline Cabin Crew Training Course Textbook Accessing your IATA Training User Account Minimum PC System Requirements: Internet connection Google Chrome™ browser Minimum screen resolution of 1024 × 768 Instructions Always use the latest version of Google Chrome™ browser to access the IATA Learning Management System (LMS) User Account. (a) From your Google Chrome™ browser, go to https://training.iata.org/signinup (b) Enter your username and password to access your User Account Examinations Please visit our online general information page for all exam related questions: www.iata.org/training-exam-info Course Introduction 7 Airline Cabin Crew Training Course Textbook 8 Course Introduction Module 1: Introduction to the Airline Industry Airline Cabin Crew Training Course Textbook Describe the milestones in the development of the airline industry and how they impacted the role of cabin crew Explain the role of international and national air transportations regulatory organizations and how they affect the duties of cabin crew Module Learning Describe how cabin crew interact with various airline departments to Objectives deliver the best traveling experience By completing this Module, you will be able to: Module Introduction This module focuses on the context in which cabin crew perform their duties. We will see three key areas that impact the role of cabin crew. First, we will learn about key historical milestones in the airline industry development, how the role of cabin crew evolved over the years, and explore the industry’s main challenges and opportunities. Second, we will look at the airline industry’s regulatory environment. From very early on, the international community recognized the need for standards and regulations that would ensure the safety of air transportation. Those standards have a direct impact on the tasks cabin crew are expected to perform. In the third unit, we will discover the organizational context in which cabin crew operate. Although cabin crew spend most of their working time away from the company headquarters, they need to interact effectively with various depart- ments in the airline, for example Human Resources, Commercial Department, Rostering Department. The service quality delivered to passengers on board depends to a great extent on the cabin crew’s ability to collaborate with other departments. Increasing their overall knowledge of the products and services they offer greatly contributes towards reaching the strategic goals of their company. A firm understanding of these three key contexts, the airline industry, the regulatory environment and the airline organizational structure, is the foun- dation for the concepts covered in the rest of the course. Module Introduction 11 Airline Cabin Crew Training Course Textbook 12 Module 1—Introduction to the Airline Industry Airline Cabin Crew Training Course Textbook 1.1 Overview of the Airline Industry List major factors that impacted the airline industry Describe recent trends in the airline industry Unit Learning Identify various forms of service offered by airlines Objectives Describe current efforts in improving the quality of service By completing this Unit, you will be able to: Try Activity A Open the website “100 years of Passenger Air Travel” at http://d3tt741pwxqwm0.cloudfront.net/WGBH/aeroeng/aeroeng-int- 100years/index.html. Browse through the five eras and select the “passenger experience” command to learn about the evolution of inflight service. Complete the timeline by answering the following questions: 1. In the 1920s, who were the first cabin attendants? 2. In the 1930s, what was the first female cabin crew’s profession? 3. Name one of the stringent qualifications to become cabin crew in the 1950s. 4. Which social changes in the 1960s–1970s led to the new name of flight attendants? Inflight Services from the 1920s to the 1970s 1930s 1960s -1970s First Female Now called Flight Cabin Crew Attendants 1. 3. 2. 4. 1920s 1950s First Cabin Stringent Attendants Qualifications Unit Overview Implementation of new technology has simplified air travel at many airports. For many passengers, cabin crew are the only airline representatives they meet in person. Although thousands of other staff work tirelessly behind the scenes, passengers experience the service offered by the airline through their interaction with cabin crew. This also means that the cabin crew role is affected by the work of other departments in the airline and at the airport. In this unit we will describe the broader context of how the airline industry has developed and the factors that shaped the role of cabin crew. We will look at current challenges and opportunities facing the industry. In the last part of this unit we will outline the main categories of airlines and levels of services. Unit 1.1: Overview of the Airline Industry 13 Airline Cabin Crew Training Course Textbook 1.1.1 Milestones in Aircraft Manufacturing Flying has inspired the human imagination for millennia. However, with the first sustained and controlled flights in the early 1900s the dream was closer than ever. The first to develop an airplane were the Wright Brothers, from Dayton, Ohio USA, after the success of their glider in 1902. With the development of a propulsion system, they made history on December 17, 1903. Wilbur and Orville Wright made four brief flights at Kitty Hawk with their first powered aircraft. The Wright brothers had invented the first successful airplane. With Orville Wright at the controls and Wilbur Wright mid-stride, right, the 1903 Wright Flyer makes its first flight at Kitty Hawk, N.C., Dec. 17, 1903. Source: John T Daniels US Library of Congress When early airships and airplanes took passengers for short rides, the stage was set for one of the most dynamic developments of the 20th century–the airline industry. The world’s first recorded scheduled airline service was launched in 1914, flying a seaplane from St. Petersburg (Florida, US) to Tampa. This 18-mile service took 23 minutes, while it would have taken 11 hours by train. Although the airline charged at that time $5 for a one-way trip and $10 for a return flight not many people could afford it. Three months later the airline had to close down. 14 Module 1—Introduction to the Airline Industry Airline Cabin Crew Training Course Textbook Figure 1.1.1a—Men sitting in the seaplane “Benoist” - Saint Petersburg, Florida (State Archives of Florida, Florida Memory, Source: www.floridamemory.com). Key Learning Point With the end of World War I, thousands of military airplanes were refurbished and became available for civil use. During World War I, more powerful engines were developed. As a result, military aircraft became twice as fast as pre-war aircraft. In addition, the increase in engine power enabled the construction of larger aircraft. In several European countries, such as Germany, France, and Great Britain, almost 20 small passenger airlines were created using bomber planes. During the 1920s, scheduled commercial air services were introduced in Africa, Australia, Japan, Mexico and most South American countries. Boeing Model 80 (1928) Source: www.newyorkerstateofmind.com Another significant development was airmail. Airplanes were used to carry mail as soon as they became a reliable means of transportation. However, the first regularly scheduled airmail service was in 1918. The US Postal Service initiated a route between Washington, D.C. and New York City. Soon the service was extended to other routes and it wasn’t long before parcels and cargo transportation were included. Unit 1.1: Overview of the Airline Industry 15 Airline Cabin Crew Training Course Textbook The first non-stop transatlantic flight took place on May 20th, 1927 from New York to Paris. It resulted in massive investment into building a global airline industry. Charles Lindbergh, with Spirit of St. Louis in the background Source: US Library of Congress When were the first long range aircraft built? Review the following list of significant historical airplanes to find out. 16 Module 1—Introduction to the Airline Industry Airline Cabin Crew Training Course Textbook Aircraft Year Special features Number of passengers carried Boeing 247 1933 The Boeing 247 incorporated design elements 10 with a configuration of 5 that enhanced customer comfort and well- rows with a seat on each being, such as the thermostatically controlled, side of the aisle air conditioned and sound-proof cabin. Would cross east to west of the US in 19½ hours. DC-3 1936 Designed with a galley to enable hot meals to 21 passengers be served to passengers. The first aircraft which enabled airlines to fly passengers for profit. The main significant limitation was the altitude at which it could safely fly. Low air pressure on altitudes higher than 3,800 m (12,467 feet) above sea level caused serious physiological problems to crew and passen- gers. Boeing 307 Stratoliner 1940 The introduction of aircraft with a pressurized 5 crew and 33 passengers cabin meant that the aircraft could fly higher and faster than ever before. It could cruise at an altitude of 6,000 m (19,685 feet), well above many weather dis- turbances. JET ERA “De Havilland” Comet 1949 Built in 1949 but put into service in 1952 as the The company BOAC in- eagerly anticipated first commercial jet airliner, stalled 36 reclining “slum- twice as fast as previous alternatives. After berseats” with 45-inch suffering three high-profile crashes in two centres on its first Comets. years, the Comet was grounded. Air France had 11 rows of seats with four seats to a row TU-104 1955 While De Havilland worked on investigating Between 50 and 115 pass- and redesigning the aircraft, Russian manufac- engers on board turer Tupolev launched the TU-104 which flew in 1956. It became the first successful jet airliner and the only one in service between 1956 and 1958. Unit 1.1: Overview of the Airline Industry 17 Airline Cabin Crew Training Course Textbook Boeing 247 Source: Charles M. Daniels Source: www.deltamuseum.org 18 Module 1—Introduction to the Airline Industry Airline Cabin Crew Training Course Textbook Source: www.deltamuseum.org Figure 1.1.1b—Passengers on board the Boeing 307 (State Archives of Florida, Florida Memory) Source: www.floridamemory.com After the TU-104, the development of such jet airliners as the Boeing 707 led to significant increase in the number of people travelling by air. In fact, when the Unit 1.1: Overview of the Airline Industry 19 Airline Cabin Crew Training Course Textbook Boeing 707 entered transatlantic service in 1958, for the first time more travelers crossed the Atlantic Ocean by air than by ship. The Boeing 707 had a capacity from 140 to 189 passengers and a range of 4,600 to 10,650 km (2,860 to 6,617 miles). The Boeing 707 Source: LanChile Boeing 707-321(B) www.airliners.net Did You Know? The Boeing 707 held the passenger capacity record for 37 years. The next major step in the development of the airline industry was the launch of the Boeing 747 in 1970, known as the “Queen of the Skies”. This aircraft was two and a half times the size of the Boeing 707. The four-engine 747 uses a double deck configuration for part of its length. The Boeing 747-400 series can accommodate 416 passengers in a typical three-class layout, 524 passengers in a typical two-class layout, or 660 passengers in a high density one-class configuration. The aircraft is still in service, even if many airlines are gradually retiring it. Quite a few are still flying in their cargo configuration. 20 Module 1—Introduction to the Airline Industry Airline Cabin Crew Training Course Textbook B747-200 Source: “SNN B747 200” by John Gaughran https://www.flickr.com/photos/john_gaughran/49912356498/in/photolist-LLozLD-2j3zSEE-2ibyniJ- pdkLTK-2i2xpoN-TmCJtZ-SY4WNq-SY5juw The new horizon for air passenger transportation in the late 1960s to early 1970s has been the development of a supersonic aircraft. Among various attempts the most successful has been the Concorde. The aircraft was developed jointly by the French Aérospatiale and the British Aircraft Corpor- ation and was launched in 1976. Concorde flew regular transatlantic flights in less than half the time of other airliners. However, the price for these flights was not accessible to a wider customer base. Concorde was in service for 27 years until retired following a fatal accident after takeoff in Paris in 2000. With only 20 aircraft built, the development of Concorde was a substantial economic loss. The Supersonic aircraft–Concorde from Air France Source: Concorde by Spaceaero2/CC by 3.0 Unit 1.1: Overview of the Airline Industry 21 Airline Cabin Crew Training Course Textbook The latest aircraft manufactured highlight the key priorities of the airline industry. The Airbus A380 started service in 2007. The double-deck A380 is the world’s largest commercial aircraft flying today, with capacity to carry 525 pass- engers in a three-class configuration, and up to 853 in a single-class configuration. Overall, the A380’s two decks offer 50 per cent more floor surface than any other high-capacity aircraft. According to the manufacturer, A380 provides the lowest fuel burn per seat–which allows airlines to substan- tially reduce carbon emissions. Furthermore, the A380 is the quietest long-haul aircraft flying today, generating 50 percent less noise on departure than the nearest competitor–as well as three to four times lower noise when landing, all while carrying 40 percent more passengers. Airbus A380 Source: Air France A380-800(F-HPJD) Kentaro Iemoto/CC by 2.0 Discover the Airbus Passenger Cabin by watching this video: https://youtu.be/NVItPJAu_Fk Source: Airbus The newest generation of Aircraft A350 Family Measuring nearly 74 meters from nose-to-tail, the A350-1000 is the longest- fuselage version of Airbus’ family of twin-aisle, wide-body jetliners. In a typical three-class configuration, featuring the company’s 18-inch-wide economy class seats for modern comfort, the A350-1000 seats between 350 and 410 passengers–who can expect a spacious and quiet cabin, wider seats and ambient lighting that minimizes the effects of jetlag. The aircraft entered service in February 2018. 22 Module 1—Introduction to the Airline Industry Airline Cabin Crew Training Course Textbook Airbus 350 Source: Airbus A350-941 Pedro Aragão/CC by 3.0 B777X Family The new Boeing 777X will be the world’s largest and most efficient twin-engine jet, unmatched in every aspect of performance. With aerodynamics and engine breakthroughs, the 777X promises to deliver 10 percent lower fuel use and emissions and 10 percent lower operating costs than the competition. But performance is just part of the story. With a spacious, wide cabin, new custom architecture and innovations from the 787 Dreamliner, Boeing announces that “the 777X will deliver the flight experience of the future” (https://www.boeing.com/777x/reveal/). B777x Source: 777x Roll-out Dan Nevill/CC by 2.0 Did You Know? The long-range aircraft Boeing 787 or Dreamliner set a new world record in October 2019 for the longest flight (19,142 km; 11,894 mi) of an airplane in its class. Learn more about Qantas testing the world’s longest flight. Unit 1.1: Overview of the Airline Industry 23 Airline Cabin Crew Training Course Textbook Source: www.statista.com The 787 Dreamliner uses 20 percent less fuel than similarly sized airplanes, thus it is very fuel efficient, resulting in exceptional environmental performance. Another interesting development is the Boeing 747-8 Intercontinental. The aircraft has 467 seats in a three-class configuration and a 14,815 km (9,206 mi) range. Its newest engines allow for 30 percent smaller noise footprint and a 15 percent reduction in carbon emissions. The forecasts from Boeing and Airbus indicate that the airline industry will experience major development in the next two decades. 24 Module 1—Introduction to the Airline Industry Airline Cabin Crew Training Course Textbook Boeing 747-8 Source: Lufthansa Boeing 747-8 Kiefer/CC by 2.0 Figure 1.1.1c—A320 Cabin Source: Airbus, http://www.airbus.com/newsroom All aircraft manufacturers work hard to increase fuel efficiency and decrease carbon emission and noise. These are major concerns for the entire aviation industry. By burning less fuel, aircraft are operating more efficiently and leaving a smaller carbon footprint. The race is under way to find jet engine fuels which can be man-made rather than rely on the already stretched global oil supply. Besides Airbus and Boeing, other aircraft manufacturers include Bombardier, Mitsubishi and Commercial Aircraft Corporation (COMAC). Unit 1.1: Overview of the Airline Industry 25 Airline Cabin Crew Training Course Textbook Key Learning Point The official target is to cut aviation’s net carbon emissions in half by 2050 (compared to 2005). All these and other efforts are taken to cut costs and have a more environmentally friendly industry. In fact, under the leadership of the Inter- national Air Transportation Association (IATA) a comprehensive strategy has been developed to cut aviation’s net carbon emissions 50 percent by 2050 (compared to 2005). The industry is working together to reach the ambitious environmental targets (www.iata.org/environment). From 2019 onwards, airlines need to monitor their CO2 emissions for international flights. To stabilize the CO2 emissions, with a growing air traffic passenger demand (between 5 and 8% since 2010), the aviation industry relies on a four-pillar strategy: Technology improvements such as engine performance or biofuels Operational improvements such as fuel efficiency monitoring Infrastructure improvements such as more efficient airport infrastructures Market-based scheme (Carbon Offsetting and Reduction Scheme for International Aviation, or CORSIA) What is CORSIA? The Carbon Offsetting and Reduction Scheme for International Aviation (CORSIA) was adopted by ICAO in October 2016. Try Activity B Watch the video “Five Things About CORSIA” at https://youtu.be/CgyaOAsB6Zk and write down the five headers. 1. 2. 3. 4. 5. Learn more about CORSIA Strategies and Implementation through the videos and tutorials at https://www.icao.int/environmental- protection/CORSIA/Pages/CORSIA-Videos.aspx. 26 Module 1—Introduction to the Airline Industry Airline Cabin Crew Training Course Textbook 1.1.2 The Evolution of the Airline Industry as a Global Industry The world’s first airline was Deutsche Luftschiffahrts-Aktiengesellschaft (Ger- man for “German Airship Travel Corporation”). It was founded in 1909 in Germany and used airships to provide services. Early flights were sightseeing tours. Only later it started to offer scheduled services from Berlin to southern Germany. In the 1920s several airlines were established in various parts of the world. Some of the airlines founded during that period are still in operation today–the Netherland’s KLM, the Australian Qantas, Colombia’s Avianca, and the Czech Republic’s Czech Airlines. However, the early decades were challenging. Aircraft capability, limited infrastructure, cost of operation and public perception of safety made air travel affordable only to a small minority. Figure 1.1.2—LZ7 Zeppelin Passenger Airship US Library of Congress/CC by 3.0 Unit 1.1: Overview of the Airline Industry 27 Airline Cabin Crew Training Course Textbook First class on a TWA Super Constellation, in the late 1950s. Source: https://blog.thetravelinsider.info Until 1952 airlines were offering only First-Class travel. However, with the introduction of the Tourist or Coach Class, fares became generally 20–25 per- cent cheaper. At the same time, in the Tourist Class configuration of the cabin, the aircraft could accommodate an average 25 percent more passengers, compared to the First Class seating arrangement. The introduction of the Tourist (Coach) Class paved the way for additional diversification of services provided by airlines. In fact, the airline that you will be working for may use the same or completely different terminology. Airlines strive to identify and provide services that suit best the needs of their passengers. For instance, the UK airline EasyJet offers its passengers on all flights across its European network the ability to purchase a cup of Starbucks coffee whilst on-the-go. Offering Starbucks coffee may not require a great investment on the part of EasyJet, but for many passengers this is a pleasant treat. Turkish Airlines was the first in the world to offer free high-speed wireless Internet to its passengers on intercontinental flights. By offering access to high- speed Internet, the airlines not only allow their passengers to do their work, entertain themselves or simply keep in touch with their family and friends, but also to have a different perception of their flight experience. A recent development is the introduction of portable devices, tablets, for uses on board the aircraft. Many airlines are now using this new technology to replace all the paperwork that they have on a day-to-day basis. Initial trials showed that not only is this environmentally friendly but has cut costs and improved customer service. Tablets can replace the passenger manifest or Passenger Information List (PIL) and contain details of the passenger profile, their special meals and frequent flyer status. Previous flights and preferences can also be found. The device can also store timetables, seating plans and safety information that can be referenced during the flight. For example, if a passenger is delayed and may miss a connecting flight, then it is possible for cabin crew to look up alternative schedules and with passenger approval, send a message to the ground staff to rebook the passenger on a later flight. If there is internet access onboard the aircraft, 28 Module 1—Introduction to the Airline Industry Airline Cabin Crew Training Course Textbook emails can be sent for the immediate attention of the ground staff and they can offer quick solutions for service recovery and provide a better tailored service for the passengers. Key Learning Point Airlines able to develop customer-oriented services will succeed and dominate the industry in the 21st century. The diversity of services offered by airlines and the number of changes in cabin configuration to create a more relaxed and pleasant flight experience cannot be described within the limits of this course. Even if we tried, by the time you read these lines that list may well be outdated. However, one aspect is certain–the airline industry is a service industry. This cannot be achieved without properly trained and supported cabin crew. An important development in the airline industry is the creation of a seamless travelling experience. Most airline passengers can purchase one ticket and travel from anywhere to anywhere. Although the trip may involve several airlines, the passenger does not need to deal with each airline separately. Moreover, the passenger does not always have to check-in for every leg of the journey or retrieve and carry luggage to the connecting airline for check-in. A seamless travelling experience is enabled through airline partnerships. Common forms of partnerships include interline, code-sharing and alliances. 1. An Interline agreement allows one airline to issue a ticket for a flight operated by another airline. 2. Code-sharing happens when an airline operates a flight with an additional flight code of another airline. The airline thus makes connections of other airlines available to the passenger. 3. When an airline joins an Alliance, they can develop a more integrated form of cooperation between alliance member airlines that allows them to offer better and expanded range of services with the same resources. Unit 1.1: Overview of the Airline Industry 29 Airline Cabin Crew Training Course Textbook Try Activity C Which airline alliances do you know? Can you recognize the logos without text? Write the name of the corresponding Alliance and list its member airlines. Name of Alliance Member Airlines While the benefits of airline agreements and alliances are undeniable, there are also challenges. For example, the level of cooperation between airlines sometimes affects the services they offer. Airlines joining an alliance strive to offer comparable levels of service. A passenger who purchases a ticket for a journey delivered by two airlines expects a consistent level of service. If one airline delivers a mediocre service, the passenger will try to avoid such an itinerary in the future. This is a loss for both airlines. Key Learning Point

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