SEA ISSUE PDF - Aviation and Cabin Crew

SEA ISSUE An introduction to cabin crew profession The history of the flight attendant began as soon as passenger air travel began in the early 1920s. The origins of the ‘flight attendant’ began as soon as passenger air travel began in the early 1920s. The origins of t...

SEA ISSUE An introduction to cabin crew profession The history of the flight attendant began as soon as passenger air travel began in the early 1920s. The origins of the ‘flight attendant’ began as soon as passenger air travel began in the early 1920s. The origins of the ‘flight attendant’ or ‘air steward’ title is thought to have come from the maritime world and today is still seen in the airline career ladder in roles such as ‘purser’ or ‘chief steward’. But where did it all begin? Here we take a look… 1920s, 1930s, 1940s. EARLY 1920s The first cabin crew member was reportedly Heinrich Kubis in 1912, who worked on a German Zeppelin. In the 1920s Imperial Airways in the UK started to recruit cabin boys who could load luggage and reassure the passengers. In 1929, Pan Am in the USA were the first to have ‘stewards’ who served food. However, in the 1930s Boeing Air Transport and registered nurse Elen Church devised a scheme where nurses were hired for 3 months at a time to travel onboard and look after the passengers. During World war 2, many of the nurses were enlisted into the armed forces, therefore the nursing requirement for flight attendants changed. DR.ABILASH SYMON – FOUNDER & CEO - Page 1 of 61  SEA ISSUE BENEFITS AND CHALLENGES OF THE CABIN CREW PROFESSION. BENEFITS: It is a bit like a free short holiday. And they even pay you for that! Now not many jobs can beat that. One of the greatest advantages of being a cabin crew is, that you get to see new places around the world and one gets to see some beautiful and exotic places where one can also spend some days at expensive hotels. When you are on a 'real' holiday, you can get your holidays for a cheap price as most airlines offer to their workers discounted or free tickets, and in many places, you can get great deals just because you are a cabin crew. One has to be patient and tolerant with the different types of people and understand the needs of people of different ages. This makes one more accommodating and understanding of people in general. You meet new people, experience different cultures, and even pick up many words from different languages. You can tell everyone you are a cabin crew - people see it as a glamorous job. You don't work with the same people/cabin crew/pilots every day. So, if you dislike someone you can avoid them sometimes for months. You do not have to worry about what you are going to wear for work, you will have a uniform. Some airlines even pay for your accommodation, so you can spend your salary on whatever you want (clothes, clothes, makeup, clothes). CHALLENGES An air hostess experiences a lot of physical stress due to standing for a long time. She has to be on her toes throughout the journey, as the job responsibilities include assisting passengers to find their seats, informing them about safety rules, serving them food and drinks, retrieving bags or other items for passengers and so on. There is hardly any time to relax. One may require to work on weekends and even on holidays, which means one may miss birthdays, anniversaries, festivals, or other occasions to celebrate. DR.ABILASH SYMON – FOUNDER & CEO - Page 2 of 61  SEA ISSUE An air hostess may come across ill-tempered and annoying passengers and have to manage them. She may have to listen to blames for delays, for the food, or other complaints from passengers but deal with them patiently. An air hostess needs to always look pleasant and cheerful, no matter what amount of stress she is dealing with. She has to remain calm and patient under all circumstances. Your skin, nails and hair will get weak and dry because of the flying. You will constantly need to use moisturizers and conditioners Saying, "Hello, welcome on board," and "Thank you, bye!" hundreds of times a day, with a smile. And jet lag. Not fun at all. A DAY IN A LIFE OF A CABIN CREW MEMBER GOOD MORNING @02:30 Your alarm is going off and its time to get up for your rostered flight to DELHI, which is due to depart at 06:00 hours. You apply your make up, put on your uniform, and make sure your appearance is immaculate (Even at 04:00 in the morning!). Cabin Crew need to check in at least 1hour and 30 minutes prior to the aircraft departing, so you will need to report for work (in the briefing room) at 04:30. You arrive at the base, do BA and go to the briefing room. 15 minutes to go before your pre-flight brief: Arriving 15 minutes earlier has given you time to check your cabin manual to refresh yourself with the emergency procedures and location of emergency equipment for the aircraft you are operating on for this flight. The pre-flight brief You go into the pre-flight briefing which today is being held on the aircraft and the senior crew talks through the flight details. This will normally include the order in which the services will operate for the flight, your responsibilities for the day and if there are any passengers with special needs flying i.e. you may be given the responsibility to explain the emergency facilities to a blind passenger on the particular aircraft you are operating on. You should also be prepared to be asked questions regarding safety and emergency procedures for that particular aircraft. DR.ABILASH SYMON – FOUNDER & CEO - Page 3 of 61  SEA ISSUE Board the passengers Now the passengers are on the way, this is your final chance to check that your uniform is immaculate and presentable, all that’s left to do is smile and greet the passengers as they board and help them to find their seats if needed. Remember you are the face of the airline so plenty of welcoming smiles are essential. Preparation to take off. All the passengers are now seated and the aircraft pushes back and prepares to taxi to the runway. It is now time to perform the safety demonstration so passengers can familiarize themselves with all the aircraft’s emergency facilities. This will include pointing out the available emergency exits and lighting, the use of oxygen masks, seat belts and life jacket. You will complete your demonstration by checking through the cabin ensuring seatbelts are fastened and loose articles are secure for takeoff. You will now take your seat for takeoff. Services during the flight Once the aircraft is airborne you will be released from your seat. You will perform your duties as discussed in the pre-flight brief and now its time to start work. The order of services varies from one airline to another, however, Services offered on most the airlines are charged for. This includes the sale of headsets for the in-flight entertainment, drinks, and duty-free goods. The meal is pre-ordered and paid for when the passenger booked. Board the passengers Now the passengers are on the way, this is your final chance to check that your uniform is immaculate and presentable, all that is left to do is smile and greet the passengers as they board and help them to find their seats if needed. Remember you are the face of the airline so plenty of welcoming smiles are essential. Preparation to take off. All the passengers are now seated and the aircraft pushes back and prepares to taxi to the runway. It is now time to perform the safety demonstration so passengers can familiarize themselves with all the aircraft’s emergency facilities. This will include pointing out the available emergency exits and lighting, the use of oxygen masks, seat belts and life jacket. You will complete your demonstration by checking through the cabin ensuring seatbelts are fastened and loose articles are secure for takeoff. You will now take your seat for takeoff. DR.ABILASH SYMON – FOUNDER & CEO - Page 4 of 61  SEA ISSUE Services during the flight Once the aircraft is airborne you will be released from your seat. You will perform your duties as discussed in the pre-flight brief and now its time to start work. The order of services varies from one airline to another, however, Services offered on most the airlines are charged for. This includes the sale of headsets for the in-flight entertainment, drinks and duty-free goods. The meal is pre-ordered and paid for when the passenger booked. Services during the flight Drinks service Meal service Tea & Coffee Headsets for the in-house entertainment Cold Towels offered to passengers to freshen up, after their meal Clearing and collecting the meal trays from passengers Selling Duty free items Immigration cards Preparing the cabin for landing During this time you will also be checking the toilets to make sure that they are clean and stocked up. Deal with any questions or queries any of the passengers may have and most importantly maintain the safety and comfort of all of the passengers. Board the passengers Now the passengers are on the way, this is your final chance to check that your uniform is immaculate and presentable, all that’s left to do is smile and greet the passengers as they board and help them to find their seats if needed. Remember you are the face of the airline so plenty of welcoming smiles are essential. DR.ABILASH SYMON – FOUNDER & CEO - Page 5 of 61  SEA ISSUE Preparation to take off. All the passengers are now seated and the aircraft pushes back and prepares to taxi to the runway. It is now time to perform the safety demonstration so passengers can familiarise themselves with all the aircraft’s emergency facilities. This will include pointing out the available emergency exits and lighting, the use of oxygen masks, seat belts and life jacket. You will complete your demonstration by checking through the cabin ensuring seatbelts are fastened and loose articles are secure for take off. You will now take your seat for take off. Services during the flight Once the aircraft is airborne you will be released from your seat. You will perform your duties as discussed in the pre-flight brief and now it’s time to start work. The order of services varies from one airline to another, however, Services offered on most the airlines are charged for. This includes the sale of headsets for the in-flight entertainment, drinks and dutyfree goods. The meal is pre-ordered and paid for when the passenger booked. CREW RESOURCE MANAGEMENT There have been many changes in training over the years, in response to certain incidents. one of the most significant was the introduction of crew resource management (CRM). The training is based on work at NASA in 1979, which found that the main cause of many aviation accidents is human error. In several tragic incidents it was found that aircraft were mechanically sound, the pilots and their crews technically competent. However, the systems and procedures in place simply did not catch fatal mistakes in time. In short, the systems were flawed. CRM focuses on interpersonal communication, leadership, and decision making in the cockpit. CRM training encompasses a wide range of knowledge, skills and attitude including communication, situational awareness, problem solving, decision making, and teamwork to improve air safety. DR.ABILASH SYMON – FOUNDER & CEO - Page 6 of 61  SEA ISSUE AIR TRAVEL The process of making a journey by aircraft. Domestic Travel: A domestic travel is where the departure and the arrival take place in the same country. International Travel: Travel between any two or more sovereign states. Types of travel: One way, Return, Round trip, Stop over, Transit. One way- A single flight between two destinations A and B Return – A flight to a destination and back to the original departure point. Stopover- A deliberate interruption of a journey by the passenger, at a point between the place of departure and the place of destination, which has been agreed to in advance by the Carrier Transit point- Any stop at an intermediate point on the route to be travelled (whether or not a change of aircraft is made) which does not fall within the definition of stopover. Full service carrier : A full service airline typically offers passengers in flight entertainment, checked baggage, meals, beverages and comforts such as blankets and pillows in the ticket price. The seats generally have more recline than a low cost carrier as well as more leg room. E.g. Air India, British Airways, Vistara. Low cost carrier: These are budget airlines. They try to minimize the operating cost. The visible difference will be shown in the price.service may not be comprised but they will provide fewer comforts. E.g. Indigo, Oman Air, Air Arabia, Air Asia India First Class: First class is a category of seating on a plane that has more space and is more comfortable than other seats. Passenger gets extra baggage allowance, lounge facilities at airport as well as on board. A special seven star chef with an exclusive menu. Ticket price is five times more. First Class- F,P,A DR.ABILASH SYMON – FOUNDER & CEO - Page 7 of 61  SEA ISSUE Business Class: Luxury is easily understood over premium economy. In business class, passenger gets extra baggage allowance, dedicated lounge for them. Even the food menu is different from others. Business Class: J,C,D,Z Passenger: Any person except members of the crew, carried or to be carried in an aircraft with the consent of the carrier. th Adult- person who has reached his/her 12 birthday as on the day of travel. Weight =75 kg nd th Child-person who has reached his/her 2 birthday but not his/her 12 birthday as on the day of travel. Weight =35kg nd Infant- person who has not reached his/her 2 birthday as on the day of travel. Weight =10kg Unaccompanied minor (UM)- An unaccompanied minor is a child under 12 years of age or, at the request of the parent or guardian a child who is over 12 years of age, who is travelling alone or with a members’ escort. Sky marshal- is an undercover law enforcement or counter terrorist agent on board a commercial aircraft to counter aircraft hijacking. Employee on duty Dead Load Baggage- such article, effects and other personal property of a passenger as are necessary or appropriate for wear, use, comfort or convenience in connection with the trip. Unless specified, it includes both checked and unchecked baggage of the passenger. DR.ABILASH SYMON – FOUNDER & CEO - Page 8 of 61  SEA ISSUE Checked baggage- baggage of which Carrier takes sole custody and for which Carrier has issued a baggage check. Unchecked baggage- Any baggage of the passenger other than checked baggage. Cargo- Also referred to as goods, means any property carried or to be carried on an aircraft, other than mail or other property carried under terms of an international postal convention, baggage or property of the carrier: provided that baggage moving under an airway bill or shipment record in cargo. DR.ABILASH SYMON – FOUNDER & CEO - Page 9 of 61  SEA ISSUE LAND SIDE FIDS: Flight information display system Getting the right information at the right time and at the right place. It provides passengers and visitors with the information wherever they are in the departure lobby, check-in counter, boarding gate, arrival lobby and baggage claim area. Check IN Face of the airline –main point of interaction between the pax and the airline. At commercial airports handling commercial air travel. Function- Ascertain the load on the aircraft- accept pax and issue boarding pass, accept luggage that is to go in the aircraft's cargo hold. Mandatory requirement. Check for valid documents-tickets, passports, visa An option of selecting the seats is offered, CUSS: Customer use self service The endless lines at the check-in counters, and the need for frequent travelers to go faster have always been an inconvenience for both airports and the public. The CUSS (Common Use Self Service Using) meets the growing passenger demand for self- service convenience and addressing the need to optimize airport space. Web Check-in lets the pax select their preferred seat and avail e-Boarding Pass. The e-Boarding Pass will be sent to their email address. Web Check-in is available for: – Guests holding a valid booking issued by a travel agent or a valid ticket issued by the airline. – A maximum of 9 Guests per PNR and Group PNRs with a maximum of four segments – Guests holding a valid and confirmed e-Ticket only – Guests travelling with child and/or infant – Guests booked on code share and Interline flights DR.ABILASH SYMON – FOUNDER & CEO - Page 10 of 61  SEA ISSUE Guests fulfilling the check-in time window criteria. Customs control Every passenger entering India has to pass through a Customs check.. The passenger has the option of seeking clearance through the Green Channel or through the Red Channel subject to the nature of goods being carried. Green Channel for passengers not having any dutiable goods. Red Channel for passengers having dutiable goods All the passengers leaving India are subject to clearance by Custom Authorities. Trafficking of narcotic drugs Export of Indian Currency is strictly prohibited. Certain goods are prohibited (banned) or restricted (subject to certain conditions) for import and/or export. These are goods of social, health, environment, wild life and security concerns. RESTRICTED GOODS - Firearms - Plants and their produce e.g. fruits, seeds. Gold and Silver, other than ornaments (For import only) - Indian and foreign currency in excess of prescribed limit rights. Passport Control Immigration is the movement of people into a country to which they are not native in order to settle there. As per Indian Emigration Act, "emigration" means going out of India of any Indian citizen with a view to taking up employment in a foreign country. All Indian passports are divided into two categories –ECR and ECNR For some categories of Indians going to specific countries, there is a requirement of obtaining "Emigration Clearance". It is a requirement of Ministry of Labour , Govt. of India. Indian nationals travelling abroad require a valid Indian passport and travel authority / Visa for the destination country. which is obtained prior to the journey, except in case of countries where "Visa on Arrival" is available. DR.ABILASH SYMON – FOUNDER & CEO - Page 11 of 61  SEA ISSUE HEALTH REGULATION For entry into India any person, Foreigner or Indian, (excluding infants below six months) arriving by air or sea without a vaccination certificate of yellow fever will be kept in quarantine isolation for a period upto 6 days -if he arrives in India within 6 days of departure from an infected area. No health check requirement by Indian Government on passengers leaving India. Techniques and methods used in protecting passengers, staff and aircraft which use the airports from accidental crime and other threats. CISF formed an Airport Security Unit (APSU)to protect Indian airports. Travelers are screened by metal detectors, Explosive detection machines & X-ray machines. All passengers must pass through security control after checking-in and before entering the departure lounge. People are screened through airport security into sterile area or airside. Metal detectors (DFMD &HHMD) use a low-frequency electromagnetic field and is considered safe for everyone, including pregnant women A service to premium passengers, usually those flying first and business class, and to very frequent fliers. comfortable seating, quieter environments better access to customer service Pay-per-use lounges -open to any traveller using the airport, regardless of class of ticket or airline, subject to payment of a fee. Usually provide- complimentary alcoholic and non-alcoholic beverages, and light snacks. DUTY FREE Duty free shopping offers international travellers a way to save money on a wide list of merchandise, “Duty" refers to a tax or fee placed on goods by government entities. Merchants who import goods and sell them to consumers who are leaving their country are not charged a duty on DR.ABILASH SYMON – FOUNDER & CEO - Page 12 of 61  SEA ISSUE these products. This allows sellers to pass the savings along to their customers, giving shoppers the opportunity to grab fantastic merchandise at bargain prices. Boarding gates A waiting area for passengers before boarding their flight. For airports that handle international flights, certain gates must be configured to accept arriving international passengers. Baggage carousel Baggage carousel- delivers checked luggage to the passengers at the arrival hall baggage claim area at their final destination. Commonly, the following types of checked baggage are not placed on a baggage carousel: Golf clubs in golf bags Wheelchairs Bicycles Baby strollers They may be delivered by: Placing them on the floor Delivered through a special opening Picked up at the customer service office Baggage Area (A part of airside) BBA: Adjacent place to PTB (departure area) where out bound check in bags are segregated. Staff to be vigilant at all times of pilferage. FUNCTIONS Arrange trolleys as per flight load. Check for sec : sticker. DR.ABILASH SYMON – FOUNDER & CEO - Page 13 of 61  SEA ISSUE Segregate as per flight / destination. Dispatch bag to aircraft for loading. BMA: Adjacent place to PTB (arrival area) where in bound checked in bags are sorted as per class / flight and delivered to baggage carousal. Transit bags are segregated and dispatched to onward destinations. Staff to be vigilant at all times of pilferage. FUNCTIONS Deliver bags as per class. Monitor pilferage Cargo not to be delivered on baggage carousal. Transit bags to be segregated. Inform ramp staff of trolley count, bag count and weight. DR.ABILASH SYMON – FOUNDER & CEO - Page 14 of 61  SEA ISSUE INTRODUCTION TO AIRCRAFT AND AVIATION FAMILARISATION AIRCRAFT: Aircraft is any machine capable of deriving support in the atmosphere from the reactions of the air. Based on the Number and Type of Engine – Single Engine Aircraft Multi Engine Aircraft Turbo Prop Aircraft Jet Aircraft Based on the Cabin Specification- Narrow body Aircraft Wide body Aircraft Wide body Aircraft (Multiple Decks) Based on Purpose- Business Jet Passenger Aircraft Cargo Aircraft Combi Aircraft AISLE A passage between two sections of seats, comprising of horizontally placed rows that is located from the nose to tail of the aircraft, without any obstruction. COCKPIT Cockpit or flight deck is the area in front of an aircraft, from which a pilot controls the aircraft. DR.ABILASH SYMON – FOUNDER & CEO - Page 15 of 61  SEA ISSUE GALLEY The kitchen of an aircraft is called galley, it is not only facilities to serve and store food and beverages, but also contain flight attendant jump seats, emergency equipment storage, as well as anything else flight attendants may need during the flight. The Flight Attendant Panel (FAP) serves as the central control hub for managing and monitoring various cabin systems on Airbus 320 aircraft. It enables flight attendants to efficiently control lighting, emergency systems, lavatory functions, and more CABIN INTERPHONE BULKHEAD: Partitions or walls in the fuselage to make compartments for different purposes. PASSENGER SERVICE UNIT: Passenger service units are located under the overhead stowage compartments with each PSU catering to three seats, the PSU consists of an oxygen generator and 04 masks. Passenger call system with01/2 call buttons.03 individual passenger reading lights and push buttons. 03 individual air vents. PSU OXYGEN MASKS OVERHEAD BIN Medium sized compartments placed along the side wall of the aircraft, fitted with the door, meant for stowage of the carry-on baggage of the passenger during the flight. LAVATORY: A room equipped with washing and often toilet facilities; a bathroom, a washbowl or basin, especially one permanently installed with running water. JUMP SEAT The passenger cabin jump seats are used by the cabin crew, especially during takeoff and landing. These jump seats are normally located near to emergency exits so that flight attendants can quickly open the exit door for an emergency evacuation. The cabin jump seats usually fold out of the way when not in use to keep the aisles, galley, and the emergency exits clear. DR.ABILASH SYMON – FOUNDER & CEO - Page 16 of 61  SEA ISSUE DUTIES AND RESPONSIBILITIES OF A CABIN CREW The role of an air cabin crew member is to provide excellent customer service to passengers while ensuring their comfort and safety throughout the flight. They are trained to deal with security and emergency situations which may arise and can administer first aid to passengers. Senior cabin crew member (SCCM) conducts pre-flight cabin crew safety briefing. This will include questions and/or scenario type questions relating to first aid, security, dangerous goods and safety and emergency procedures, to ascertain cabin crew competence. It will also provide specific flight information that could affect flight safety, such as expected turbulence, special categories of passengers (SCPs) including passengers of reduced mobility (PRMs), obese persons and children (whether accompanied or not), infants, deportees or prisoners in custody and passengers with animals. Single cabin crew members will conduct a pre-flight briefing with the flight crew. Board aircraft and stow personal crew baggage securely in approved stowage's. Carry out checks of cabin, emergency equipment, both fixed and portable, toilets, cabin crew and passenger seats and accessible cargo areas; Carry out galley and catering checks to ensure equipment such as trolleys and containers are securely stowed and that all equipment such as ovens, boilers, chillers, coffee makers etc., are fully serviceable; Carry out security checks as required by the operator including overhead lockers, wardrobes, seat pockets, life jacket stowage's, galleys, cabin and toilets, rest areas and remote areas. Report any suspicious or unidentified items. Monitor boarding to ensure no inadmissible passengers are permitted to board, including those who may be under the influence of alcohol and drugs; Observe passenger behavior and be aware of any suspicious behavior or items and report any security concerns immediately; Ensure passengers are advised of aircraft refueling and that both cabin crew and passengers comply with operator and regulatory procedures to ensure exits are manned and exit routes remain clear; Assist with passenger boarding and seating to ensure seating allocation is appropriate, particularly with regard to SCPs. Ensure that seats adjacent to exits are occupied by able-bodied DR.ABILASH SYMON – FOUNDER & CEO - Page 17 of 61  SEA ISSUE passengers (ABPs) and that passenger seating is in accordance with the aircraft mass and balance requirements; Monitor and assist with placing of passenger baggage in approved stowage's to ensure this is securely and safely stowed; PRE TAKEOFF Conduct safety demonstration, ensuring all passengers receive this in an appropriate format, with particular regard to SCP’s; Distribute and monitor use of passenger safety equipment such as infant seat belts and child restraint devices; Give safety briefing to passengers seated at self-help exits; Close doors and arm evacuation devices (if installed) in accordance with operator procedures Carry out cabin secure check. This should include seat belts, seat positions, tables, armrests, footrests, in-flight entertainment systems (IFE), overhead lockers, passenger and crew baggage, exits areas, galleys and equipment including catering supplies, personal electronic devices (PED’s) including mobile phones, and toilets POST TAKEOFF Ensure flight crew are advised that the cabin is secure for take-off; Adjust cabin lighting as appropriate; Take up cabin crew station and fasten seat belt and harness securely; Remain alert to potentially hazardous situations. Remain seated and secured until advised in accordance with operator procedures; Ensure passengers remain seated until seat belts signs are switched off; Prepare for cabin service and ensure equipment remains stowed until safe to be removed from stowage DR.ABILASH SYMON – FOUNDER & CEO - Page 18 of 61  SEA ISSUE CRUISE Carry out cabin service ensuring that service equipment is used in a safe manner; Monitor passenger behavior, particularly with regard to consumption of alcohol and security issues; In the event of turbulence, ensure passengers are notified, remain seated with seat belts fastened and ensure that results of checks are passed to flight crew; Provide food and drink to flight crew members in accordance with operator security procedures regarding the locked flight deck door. Carry out general surveillance of toilets, galleys, flight deck, and cabin. APPROACH AND LANDING When seat belt signs are illuminated, advise passengers and carry out cabin secure check; Ensure flight crew are advised that the cabin is secure for landing; Adjust cabin lighting as appropriate; Take up cabin crew station and fasten seat belt and harness securely DISEMBARKATION Remain seated and secured; Ensure passengers remain seated until aircraft stops and seat belt signs are turned off; Disarm evacuation devices if appropriate, in accordance with operator procedures; Adjust cabin lighting as appropriate; Ensure disembarkation equipment such as stepladder/aerobridge, are in place prior to opening doors; Monitor disembarkation equipment to ensure this remains safe; Monitor disembarkation of passengers including SCPs; (Special categories of passengers) Conduct security check in accordance with operator procedures and report any suspicious items. DR.ABILASH SYMON – FOUNDER & CEO - Page 19 of 61  SEA ISSUE GROOMING A professional and well-groomed appearance is an essential ingredient in any organizations success. This uniform program and grooming standards are part of creating positive memories for enhancing passenger experience and associates. The following are minimum standards suggested. They should be applicable whenever a student is in uniform at the academy. GROOMING AND PERSONAL APPEARANCE What is grooming? What is personal hygiene? Why personal hygiene is important? Hair care Skin care Foot care What is grooming? It is the processes of making yourself look neat and professional. In other words it is an art of cleaning and maintaining your body to enhance your external appearance. What is personal hygiene? Personal hygiene means taking care of yourself and leading a healthy lifestyle. It can also be described as the principle of maintaining cleanliness and grooming of the external body. Why personal hygiene is important? To kill bad bacteria Avoid bad breath and body odor Good health and prevent sickness DR.ABILASH SYMON – FOUNDER & CEO - Page 20 of 61  SEA ISSUE Hair care Wash your hair properly Wash hair sparingly and use a good-quality shampoo. Washing hair too often can leave hair dried out, leached of its natural oils, and may damage your hair. Aim to shampoo your hair at most every other day or only twice a week. Try shampoos that do not contain sulfates or parabens. Sulfates are the chemicals that make shampoos lather up. Parabens are preservatives that cause irritation and eye problems after prolonged. Both of these chemicals aren't healthy for you or the environment so try to use shampoos with natural cleansers. Choose a shampoo that suits your hair type. Curly or coarse hair wants frizz-minimizing and softening shampoo. Straight or oily hair wants a gentle shampoo designed for daily washing. Coloured or treated hair needs a shampoo that's fortified with extracts or amino acids, because treating your hair is essentially damaging it. Dry hair needs shampoos with glycerin and collagen to help restore some moisture into the hair. Use conditioner that matches your hair type, length, and treatment damage. Deep condition once a week. Deep conditioning is very good for your hair. It keeps hair soft, healthy and moisturized. Moisturize your hair. Use five oils: almond, castor, olive, coconut and lavender oils. Mix together equal proportions of each. Apply to the hair and leave in for four hours prior to showering out. Repeat twice a week. Let hair dry naturally. After you get out of the shower, wrap your hair in a cotton T-Shirt. Towels are made of fabric that is very rough and damaging to your hair, causing frizziness and split ends. Avoid brushing hair while wet, as it makes the hair brittle and weak. Only use a wide tooth comb to brush out tangles while hair is wet. Don't brush your hair too much. Brushing your hair stimulates the follicles which promotes growth, but brushing too much too often, will cause damage to your hair strands that results in frizz and split ends. DR.ABILASH SYMON – FOUNDER & CEO - Page 21 of 61  SEA ISSUE Remove stress from your life. Physical and mental stress will keep your hair from realising its full potential. Stress can cause hair loss, so try not to let stress overcome you. This means finding healthy emotional outlets for your stress: yoga, meditation, or other forms of exercise all work well. SKIN CARE Know your skin type Dry skin is flaky, scaly, or rough. Oily skin is shiny, greasy, and may have big pores. Combination skin is dry in some spots (cheeks) and oily in others (forehead, nose, and chin). Sensitive skin may sting, burn, or itch after you use some makeup or other products. Cleanse, tone and moisturize twice a day - once in the morning before you put on makeup, and once at night before you go to bed. This will give your skin a chance to heal and breathe overnight rather than being clogged by dirt or make up. Cleanse: one of the most crucial things that come into consideration when talking about skin care is cleansing. Our skin collects a lot of oil, dirt and pollution during the course of the day and to get rid of that, a good quality face wash becomes a must. Not only will it remove all those unwanted particles but also refresh you instantaneously Remove your make-up: our skin has a natural exfoliating process, wearing your makeup on while sleeping can actually disrupt the process. This can make your skin look dull and even lead to oily skin due to clogged pores. Be it that foundation or the eye make-up, nothing should be worn by your skin during night. A cleanser for all the make-up sticking to your skin and an oil- based makeup remover for the eye makeup should be used to remove the makeup at night. Exfoliate: Everyone dreams of a glowing skin, but dead skin cells are the biggest hurdle to achieving that flawless skin. Exfoliating your skin thrice a week can do wonders in getting rid of those unwanted cells. It's when you scrub off all the dead skin; you get acquainted with the glowing skin you never knew existed. Apply a toner: One very important thing which we often miss out when taking care of our skin is toning. Using the right toner is very crucial to get rid of that make-up or cleaner left on your DR.ABILASH SYMON – FOUNDER & CEO - Page 22 of 61  SEA ISSUE face. People with normal to dry skin must keep in mind that they shouldn't be using toners with alcohol as it can leave your skin irritated. Night Creams: No matter how much care you give to your skin, hydrating holds of foremost important. Either using a night cream or moisturizer when you retire for the day is very important after cleansing. For dry areas like elbows, heels and feet use a deep moisturizer; this will help you keep your skin healthy. Rejuvenating your skin: Applying a pack made by mixing a few drops of honey, pinch of turmeric powder and malai for 15 minutes can actually rejuvenate your skin and keep it hydrate. After all, home remedies are unbeatable every single time. FOOT CARE Foot care Wash your feet everyday with luke warm water and soap. Dry your feet especially between the toes. Moisturize your feet but not between the toes. Check your feet for blisters cuts and sores. Keep your toenails at a reasonable length. Keep your feet always warm and dry Protect your feet from hot and cold climate. How to heal cracked feet Before going to bed, mix some liquid soap in a foot tub filled with warm water. Soak your feet in this warm soapy water for about 20 minutes. Use a pumice stone to gently scrub off the loosened dead skin cells. Rinse off your feet with clean water and pat dry with a soft towel. Apply some foot cream or moisturizer and wear a pair of clean cotton socks overnight. Follow this remedy daily until your cracked feet are healed completely. DR.ABILASH SYMON – FOUNDER & CEO - Page 23 of 61  SEA ISSUE GROOMING-MALE FACE- CLEAN, CLEAR AND OIL FREE FACIAL SKIN HAIR- Dandruff free Non- oily Appropriate length Combed away from the face SIDE BURNS Trimmed, not longer than the mid ear MOUSTACH Trimmed above the top lip Rest of the face clean shaven BEARDS, GOATIES, SOUL PATCHES NOT ALLOWED SPIKY HAIR, OILY HAIR, CLOSED SHAVED HAIR NOT PERMITTED EXERCISE Eat a balanced diet Exercise regularly Drink lots of water Have sufficient rest DR.ABILASH SYMON – FOUNDER & CEO - Page 24 of 61  SEA ISSUE LEMME GET READY Take a Shower and Shave at the beginning of the day – NO previous day Shaving Wash Hair regularly Use anti-perspirant and deodorants. Use mouthwash or breath mints after every meal or if you smoke. Perfume-Use light fragrance AVOID No Studs No Big dial Watches No Religious Threads Rings-Maximum One on each hand, No Thumb Rings No Visible Tattoo UNIFORM UNIFORM JACKET: Worn with upper one button fastened UNIFORM SHIRT: Worn with ID Card - LHS over the lapel Worn with all button fastened Worn with the uniform tie Neatly tucked into trouser NECK TIE Company issued tie must be worn Must have a neat knot Must not exceed the waist belt in length DR.ABILASH SYMON – FOUNDER & CEO - Page 25 of 61  SEA ISSUE SOCKS Must be worn at all times Plain black full length SHOES Only formal shoes must be worn Open Footwear/Sandals are not permitted Must be polished, Neutral Shiner Must be in good condition FEMALE GROOMING Clear, clean & oil- free facial skin Appropriate make-up Well groomed hair I, ME, MYSELF MAKEUP Foundation Mascara Eye-liner Lipstick Blusher FOUNDATION Color has to be close to the skin tone MASCARA Only black to be used DR.ABILASH SYMON – FOUNDER & CEO - Page 26 of 61  SEA ISSUE EYE MAKEUP EYE SHADOW (WITHOUT SPARKLES) Golden, bronze, nude, pink EYE LINER Black, brown LIPSTICKS TONES Burnt orange Pink Poppy red Brown Lip liner must be same color as lipstick NOT ALLOWED Nude, clear lip gloss Very pale lipstick BLUSHER Peach Pink Golden/Bronze DR.ABILASH SYMON – FOUNDER & CEO - Page 27 of 61  SEA ISSUE NAIL POLISH Clear Pearl Matches lipstick French manicure Sparkly nail polish must be NOT be use HAIR Dandruff free Non-oily Appropriate length Coiffed away from the face Natural or complimentary colors HAIR LENGTH AND STYLE SHORT HAIR Should be away from the face Neatly styled and Till Collar Length Only Ponytails -Length must not exceed longer than the shoulder blades. LONG HAIR French twist Hair tied back in a bun DR.ABILASH SYMON – FOUNDER & CEO - Page 28 of 61  SEA ISSUE STAFF UNIFORM UNIFORM JACKET Worn with all buttons fastened Worn with ID CARD–LHS on lapels Uniform Shirt Worn with all buttons fastened Worn with the uniform scarf Neatly tucked into trouser NO NO NO No Visible Tattoo Earrings- Diamond Studs and White Pearls No Visible Religious Threads Rings- Maximum One on each Hand No Nose Piercing No Henna Only Formal Watches Open Footwear, Peep Toes, Platforms, and Stilettoes are NOT allowed No fancy eye wear (frames) or colored Contact lenses DR.ABILASH SYMON – FOUNDER & CEO - Page 29 of 61  SEA ISSUE EMERGENCY PROCEDURES Emergency procedures are set of actions that a cabin attendant must undertake in order to appropriately deal with the emergency situation at hand. These procedures are devised for providing passengers with instructions for appropriate action in the case of in-flight emergency situations. An emergency is a serious, unexpected, and dangerous situation that requires immediate action. EMERGENCY LANDING OR DITCHING An emergency landing or ditching is a situation where the aircraft is made to land on ground or ditch in water due to an emergency situation that endangers the lives of the people on board. An emergency situation could be planned or unplanned. An emergency situation where there is time for the crew members to coordinate and prepare the passenger for the impact are termed as planned emergencies. Emergency situations where there is no or very little time for the crew members to prepare and coordinate the passengers for the impact is termed as unplanned emergencies. EMERGENCY SEATING REQUIREMENTS AIRCRAFT PASSENGERS WHO ARE TRAVELING ALONE OR AS COUPLES HAVE NO CHILDREN OR OTHER RELATIVES TRAVELING WITH THEM FIT AND HEALTHY SPEAKS THE LANGUAGE USED BY THE FLIGHT ATTENDANTS THEY ARE USED IN ANY EMERGENCY SITUATION WHERE THERE IS ENOUGH TIME AVAILABLE FOR FLIGHT ATTENDANTS TO BRIEF THEM ON THE OPERATION OF EMERGENCY EXITS, LIFE RAFTS, AND WHAT WILL BE EXPECTED OF THEM AFTER A CRASH. THEY ARE PRIMARILY EXPECTED TO ASSIST PASSENGERS OFF THE BOTTOM OF THE ESCAPE SLIDES OR ASSIST IN THE LAUNCHING OF LIFE RAFTS AND CARRY OUT FLIGHT ATTENDANT EMERGENCY RESPONSIBILITIES, BUT ARE ALSO GIVEN ENOUGH INFORMATION TO ACT IN THE EVENT A FLIGHT ATTENDANT IS INCAPACITATED. DR.ABILASH SYMON – FOUNDER & CEO - Page 30 of 61  SEA ISSUE EMERGENCY PROCEDURES Planned emergency evacuation A planned ground evacuation can be defined as an evacuation that enables the cabin crew to review procedures, and to inform and prepare passengers for an emergency landing. The cabin crew provide passengers with brace instructions, guidance on exit usage, and information on how and when exits should be operated. Effective communication between the crewmembers and the passengers is necessary for a timely, effective, and orderly response. Emergency Checklist Emergency checklists are useful tools that enable cabin crew to prepare the cabin for a planned emergency. It contains all the steps required to prepare the cabin for an emergency, and lists the steps to be completed in order of priority. Many Operators have developed checklists in the form of laminated cards that are distributed to each cabin crew, or are stowed near the cabin crew’s seats. These types of checklists should be readily accessible to the cabin crew. Emergency Checklist Contents The Brace Position The brace position is essential when preparing passengers in an emergency landing. Reviewing the brace position during the emergency passenger briefing will help to ensure that passengers are in the correct brace position for landing. The brace position has a dual function: First of all, it reduces body flailing, as passengers must lean or bend over their legs. Secondly, it protects passengers from hitting their head on a hard surface. This position must be adapted if the seat is: Facing a seat back or a bulkhead Forward facing or aft-facing with a safety belt and a shoulder harness (crewmember seats only). DR.ABILASH SYMON – FOUNDER & CEO - Page 31 of 61  SEA ISSUE It must also be adapted if passengers are pregnant, traveling with infants or obese. EMERGENCY PROCEDURES It must be emphasized to passengers that they should expect more than one impact. Passengers must remain in the brace position until the aircraft comes until a complete stop. Once the brace position has been explained, the next step is to inform the passengers when to assume the brace position, for example: “When you hear the cabin crew shouting “Brace, Brace, Brace”, this will be your signal to take the brace position, you must remain in this position until the aircraft has come to a complete stop”. Emergency Exit Location The cabin crew must indicate the location of the nearest emergency exits and the floor level exit path lighting to the passengers. Loose Items All loose items must be removed, and secured, because they can be projected into the cabin during landing, cause injury. Items to be stowed and secured include: Carry-on baggage Handbags Laptops Briefcases. All of these items must be placed in an overhead bin, closet or under a seat. High-heeled shoes and sharp objects must also be removed, because these objects can cause damage to the slide during an evacuation. In addition, these objects must not be stowed in seat pockets, since they may injure passengers when they take the brace position. DR.ABILASH SYMON – FOUNDER & CEO - Page 32 of 61  SEA ISSUE Seat pockets should only be used to stow small objects, such as pens and eyeglasses. Cabin crews should also remove items such as pens, badges and wing pins from their Ideally, the cabin crew should select 5 ABPs at each exit. One of the ABPs should be briefed on the following: How to replace the cabin crewmembers in case they become incapacitated. However, the cabin crew must emphasize that ABPs will replace cabin crewmembers only if they are not able perform their function due to incapacitation How to assess conditions outside the aircraft, for example, how to identify that an exit is usable/no longer usable How to open the exit How to protect oneself from going overboard, to remain in the assist space and to hold on to the frame assist handle Commands to be used during evacuation: i.e. “Jump and slide” How to open the crewmembers’ seatbelt: The crew harness buckle is different from passengers’ seat buckles, and a cabin crewmember who is incapacitated in a crew seat may block a usable exit. The two other ABPs should be briefed on how to assist the cabin crew during the evacuation, such as by: Holding passengers back during door opening and slide inflation Remaining at the bottom of the slide during the evacuation to assist other passengers. The cabin crew should brief the ABPs seated at overwing- exits on the following: How to assess the outside conditions When to open the exit How to open the exit Commands to be used: i.e. “open seatbelt, leave your luggage , “Run and slide” DR.ABILASH SYMON – FOUNDER & CEO - Page 33 of 61  SEA ISSUE How to redirect passengers if an exit is no longer usable or blocked. ABPs should is also be assigned to assist special needs passengers, such as: Passengers with reduced mobility The elderly Unaccompanied minors People traveling alone with more than one child. Securing the Cabin When the passenger briefings have been completed, the cabin crew must perform the final cabin secure check, in order to ensure that: Seat belts are fastened Seat backs are in the upright position Tray tables are closed and latched Armrests are down Carry-on baggage is stowed and secure Overhead bins are closed and latched Exits and aisles are clear of all obstructions Service items are cleared Cabin dividers are open. DR.ABILASH SYMON – FOUNDER & CEO - Page 34 of 61  SEA ISSUE The lavatories should be vacated and locked, and the galley equipment should be secured by: Closing and locking all containers Ensuring that carts are correctly stowed and secured Switching off all galley power, and pulling all galley circuit breakers. When the emergency checklist has been completed, the Purser will notify the flight crew that the cabin is secured. The Purser will also ask for an update of the situation, and the amount of time remaining. At this point in time, the cabin crewmembers should: Take their seats Adjust the seat harness Begin a silent review Be prepared to brace when the command comes from the flight crew. The flight crew should brief the Purser in a clear, precise and concise manner. The briefing should provide the Purser with the following information: Nature of emergency (landing or ditching) Time available to prepare the cabin (the cabin and flight crew should synchronize watches to assist with time management) What the brace signal will be Signal to remain seated (if no evacuation is required) Special instructions/other information Who will inform the passengers and when (flight crew or Purser). DR.ABILASH SYMON – FOUNDER & CEO - Page 35 of 61  SEA ISSUE The Purser must take note of the time in order to manage the time available for the emergency briefing. A certain amount of time is allocated to each task on the checklist. The Purser will need to closely monitor the time in order to accomplish as many tasks on the checklists, as time permits. The Purser will relay the information provided by the flight crew to all of the cabin crewmembers. The Purser then will instruct the cabin crewmembers to: Take their emergency checklists Take their emergency briefing position Be prepared for the emergency announcement and demonstration. The Purser must take note of the time in order to manage the time available for the emergency briefing. A certain amount of time is allocated to each task on the checklist. The Purser will need to closely monitor the time in order to accomplish as many tasks on the checklists, as time permits. The Purser will relay the information provided by the flight crew to all of the cabin crewmembers. The Purser then will instruct the cabin crewmembers to: Take their emergency checklists Take their emergency briefing position Be prepared for the emergency announcement and demonstration. THE CABIN CREW TO PASSENGER BRIEFING For psychological reasons, it is advised that the flight crew make the initial announcement. However, due to the high workload in the cockpit during an emergency, the Purser may be required to make the announcement. The Purser must inform the passengers about: The nature of the emergency The need to prepare the cabin The need for passengers to follow the cabin crew members instructions. Before the emergency demonstration begins, the cabin crew must ensure that: DR.ABILASH SYMON – FOUNDER & CEO - Page 36 of 61  SEA ISSUE The cabin dividers are open The lighting is bright The entertainment system is switched off. The cabin crew should be ready to demonstrate the emergency briefing in their assigned brief and secure area. In order to conduct an effective briefing, the cabin crew must not distract the passenger’s attention from the briefing. THE SIGNAL TO EVACUATE The flight crew will initiate the evacuation by using the Passenger Address system (PA) to make an appropriate announcement, such as: “Passengers Evacuate”, and then pressing the EVAC COMMAND pushbutton. Note: Preparing the cabin for an emergency does not always result in an evacuation. If the flight crew decides that no evacuation is required, they may announce: “Passengers and crew remain seated”. Cabin crewmembers must be assertive in order to ensure that passengers remain seated, and that they follow all the instructions THE CABIN EVACUATION PROCESS The evacuation must begin immediately upon receiving the evacuation signal. Positive, assertive action from the cabin crew will directly impact the rate and flow of passenger movement to the exits and down the slides. The commands used by the cabin crew are an essential part of the evacuation process. DR.ABILASH SYMON – FOUNDER & CEO - Page 37 of 61  SEA ISSUE The following are of some of the commands that are used to during the evacuation of passengers: Open your "Seatbelts “Leave everything!” “Come this way!” “Run” “Jump into the slide!” Be prepared to re-direct passengers to other exits if, necessary. POST EVACUATION The majority of emergency evacuations happen at, or near, an airport. While the crewmembers are evacuating the aircraft, the Airport Emergency Plan (AEP) is implemented. This plan consists of deploying emergency services such as Airport Rescue Fire Fighting, ambulances, and police to the scene. The crewmembers are responsible for the passengers, until they are relieved by the rescue services. They must carry out the following actions to ensure passenger safety: Assist passengers away from the slides Direct the passengers away from fuel, fire and vehicles Assist in marshalling passengers to a safe area upwind, away from the aircraft Keep passengers together and complete a headcount Treat injured passengers, and give first aid, if necessary Enforce a NO SMOKING policy. DR.ABILASH SYMON – FOUNDER & CEO - Page 38 of 61  SEA ISSUE EMERGENCY PROCEDURES Unplanned evacuation on land The primary responsibility of the cabin crew during an evacuation is to direct passengers to evacuate the aircraft using all of the usable exits. The aim of an evacuation is to ensure that passengers and crewmembers leave the aircraft as rapidly and as safely as possible. During an emergency, it is essential for the cabin crew to be able to apply their knowledge of procedures, and rapidly adapt to the situation. Many factors contribute to the successful evacuation of the aircraft: The procedural knowledge of the cabin crew: This includes training, experience, and behavior The environment inside and outside of the aircraft (e.g., the presence of smoke, fire, the cabin lighting, and outside conditions) The passengers’ behavior, age, level of fitness, and motivation. The 30-second review The use of the Silent Review, or the 30-second review, is an excellent tool that the cabin crew can use to prepare for the unexpected. The Silent Review helps the cabin crew focus their attention on their duties and responsibilities, and on safety. The cabin crew should perform the Silent Review during the takeoff and landing phases of flight. This review helps the cabin crew prepare themselves, and enables them to react rapidly. What is 30-second review? 30 seconds review is a technique used by a cabin crew during the critical phases as so as cabin crew take their brace positions to focus and prepare for a sudden emergency. Suggested reflections for the Silent Review should include What aircraft type am I on? Are we taking off or landing over land or water? § Which type of exit am I operating? § Am I properly secured in my seat? DR.ABILASH SYMON – FOUNDER & CEO - Page 39 of 61  SEA ISSUE § Which commands do I expect? § What are the outside conditions? The 30-second Review should contain all of the elements needed to review evacuation duties and responsibilities. It may include, but is not limited to, the following subjects: Bracing for impact Commands Initiating evacuation, if necessary (i.e. Identify under what circumstances the cabin crew will initiate an evacuation: Fire, smoke, life-threatening situations, ditching, no response from the flight crew) Operating exits Assessing outside conditions Self-protection Locating the manual slide inflation device Locating Able-Bodied Passengers (ABPs). DR.ABILASH SYMON – FOUNDER & CEO - Page 40 of 61  SEA ISSUE The following is an example of a Silent Review that uses the first word of each subject to form a word that is easy to remember. This example is called “OLDABC”: Operation of exits Location of equipment Drills (Brace for impact) Able-Bodied Passengers and disabled passengers Brace position Brace Commands. When Can the Cabin Crew Initiate an Evacuation? When preparing for takeoff and landing, the cabin crew should be alert to any indication of a possible emergency. Such indications may include fire, smoke, scraping metal , unusual noises, the force of impact, or an unusual aircraft attitude. In some cases, it may be necessary for the cabin crew to initiate an evacuation, such as: Uncontrollable fire Dense smoke Severe structural damage Emergency landing on water No communication from the flight crew. When the cabin crew decides to initiate an evacuation, they must evaluate the level of danger, and the consequences that a delay in decision-making may have. Smoke or fire that is out of control requires a rapid decision, because of the danger it presents to the occupants of the aircraft, its ability to incapacitate rapidly, impair judgment and restrict vision, therefore making the evacuation process difficult. DR.ABILASH SYMON – FOUNDER & CEO - Page 41 of 61  SEA ISSUE If the cabin crew considers that an evacuation is necessary, they must attempt to contact the flight crew in order to inform them of the situation. In these cases, delaying the evacuation reduces the chances of survival. An evacuation requires cabin crew coordination. Therefore, all cabin crewmembers must be informed that a life-threatening situation exists. There are many ways to inform cabin crewmembers, such as via: An evacuation alarm A Public Address An interphone A megaphone. An Assertive Cabin Crew An assertive cabin crew that uses short, clear commands will have an immediate impact on the rapidity of the cabin evacuation. The cabin crew must be assertive in their use of commands, and, if necessary, be prepared to use some physical force to evacuate passengers from the aircraft. Commands should be: Loud Clear Short Well-paced Assertive. Body language is extremely important: The gestures of the cabin crew and tone of their voice must reflect what they want to achieve, because passengers may not always understand the language that the cabin crew is using. DR.ABILASH SYMON – FOUNDER & CEO - Page 42 of 61  SEA ISSUE Brace Commands The brace command is the first and most important instruction that cabin crew must provide to passengers in an unplanned emergency. The purpose of instructing passengers to take the brace position is to reduce injuries during impact, in order to increase the chances of survival. The brace position has two functions: Firstly, it reduces the extent of body movement, due to the fact that passengers must lean or bend over their legs. Secondly, it protects passengers from hitting their head on a hard surface. When the cabin crew uses the brace commands, it is important that all of the passengers seated in the cabin can hear and understand the commands. If the commands are not synchronized (particularly on smaller aircraft, when the cabin crew is seated close together), the commands may not be audible, and therefore may not be understood by the passengers. This can lead to confusion among the passengers. Assessing Outside Conditions Before opening an exit, the cabin crew must check that the outside conditions are safe, and that the slide deployment area is clear of: Fire Smoke Obstacles The cabin crew should open the exit, only if it safe to do so. The cabin crew must hold on to the frame assist handle. The cabin crew can use commands such as “Stand back, stand back” to hold passengers back from the exit, during the exit opening and slide deployment sequence. The cabin crew must visually check that the slide is deployed and fully inflated. When the cabin crew confirms that the exit is usable, they can start the evacuation. The cabin crew should only use the command “Come this way” when a cabin crewmember has confirmed that the exit is usable. DR.ABILASH SYMON – FOUNDER & CEO - Page 43 of 61  SEA ISSUE Able-Bodied Passenger (ABP) Commands The cabin crew should be trained to identify passengers who could be Able-Bodied Passengers (ABPs), in order to assist the cabin crew with safety-related tasks during an evacuation. The cabin crew can easily identify ABPs during the passenger boarding process. ABPs can assist and protect the cabin crew during the door opening and slide inflation sequence, by keeping passengers back from the exit, until the slide is inflated and conditions are safe. Use of the Assist Space Each aircraft has a dedicated assist space located on either side of the door. The cabin crew must firmly grasp the frame assist handle and position themselves correctly in the assist space. This will: Prevent the cabin crewmember from being pushed out of the exit Prevent the cabin crewmember from interfering with evacuating passengers. Crowd Control Commands The cabin crew must have absolute control of the situation, and provide assertive commands and instructions to passengers. There are documented cases of evacuations during which the passengers did not behave appropriately, and did not obey the instructions provided by the cabin crew. It is important to note that during evacuations, especially when there is a possible life- threatening situation, passengers may react in many different ways, such as by: Panicking (screaming, crying, hysteria) Freezing up (not able to react) Not being aware that danger exists Pushing Exiting with carry-on baggage. DR.ABILASH SYMON – FOUNDER & CEO - Page 44 of 61  SEA ISSUE Unusable Exits An exit may not be usable at the beginning of the evacuation, or may become unusable during the evacuation. An exit may be unusable at the beginning of the evacuation, for one of the following reasons: The exit is jammed, and will not open The slide does not deploy correctly, or the slide is damaged There are external hazards, such as fire, smoke, obstacles or debris. The cabin crewmember who is responsible for the unusable exit must inform the passengers that the exit is blocked, and redirect passengers to the nearest usable exit. The cabin crewmember must guard the exit to prevent the exit from being used. When redirecting passengers, the cabin crewmember must know towards which exit to direct passengers. The crewmember should listen for the nearest crewmember(s) giving passengers the command to “come this way” or “jump”, for confirmation that another exit is usable. The cabin crewmember at the unusable exit must use positive commands and gestures to redirect passengers to the nearest usable exit, with commands such as: Exit blocked , go that way and use that exit. The cabin crew must also be aware of the environment inside and outside the cabin. If the situation changes, i.e.: The slide becomes damaged A fire develops in the area There are other external hazards. DR.ABILASH SYMON – FOUNDER & CEO - Page 45 of 61  SEA ISSUE Then the cabin crewmember at the unusable exit must perform the following actions: Stop the evacuation Block the exit and redirect passengers to the nearest usable exit Guard the exit. Dried-up Exit A dried-up exit is a usable exit that passengers are not longer using to evacuate the aircraft. During an evacuation, it is important to maximize the use of all of the usable exits, in order to reduce the evacuation time. When an exit is no longer being used, and if the circumstances permit, the cabin crewmembers at these exits must make every effort to attract passengers to these exits. Post-Evacuation Responsibilities When the cabin crew is outside the aircraft, they are responsible for the passengers, until they are relieved by the emergency services or by the authorities. The cabin crew should perform the following actions to ensure passenger safety: Direct passengers upwind, and away from the aircraft Assemble passengers and keep them together Direct passengers away from, fuel, fire and vehicles Assist passengers, and provide first aid, if necessary Enforce a NO SMOKING policy Make a passenger headcount, if possible. Decompression Connect to nearest oxygen supply; if installed Sit down and secure self; Advise passengers to don oxygen masks if possible; if installed Wait for descent to be complete or announcement from flight crew; Contact flight crew to establish situation; Check passengers and carry out cabin secure; Administer oxygen to passengers if necessary. Pilot incapacitation Respond to call from flight crew; Secure pilot in seat (or remove from flight deck); Administer first aid as required; Remain on flight deck and assist with check list if required; In single cabin crew operations, assistance from passengers may be required. DR.ABILASH SYMON – FOUNDER & CEO - Page 46 of 61  SEA ISSUE Fire-fighting Locate source of fire; Identify type of fire; Apply appropriate procedures; Ensure personal protection including use of portable breathing equipment (PBE), gloves, and protective clothing; Select appropriate extinguisher Attack fire; Ensure flight crew advised; Communicate with other crew members; Monitor passengers; In single cabin crew operations, assistance from passengers may be required. First-aid incidents and medical emergencies Assess situation; Treat symptoms; Utilize first aid equipment as installed; Other crew members to provide back up equipment as installed, including oxygen bottle, first aid kits, emergency medical kits, and defibrillators; Ensure flight crew are advised; Request medical assistance. Complete any necessary paperwork; If required, request medical assistance after landing; In single cabin crew operations, assistance from passengers may be required. Disruptive passengers Advise passenger that behavior is unacceptable; Advise passenger of instruction from Captain that they must obey commands; Follow operator procedure for further action; Carry out restraint if such equipment is installed; In single cabin-crew operations, assistance from passengers may be required. Security threat – Hijack Adhere to operator specific procedures where possible; Maintain locked flight deck door Communicate with flight crew; Control cabin and reassure passengers; Restrict alcohol; Comply with demands of hijackers unless safety of passengers and aircraft is threatened. OCCASIONS WHEN CABIN CREW MUST INITIATE AN EVACUATION WITHOUT THE FLIGHT CREW’S COMMAND UNCONTROLLABLE FIRE DENSE SMOKE SEVERE STRUCTURAL DAMAGE EMERGENCY LANDING ON WATER NO COMMUNICATION FROM THE FLIGHT CREW. DR.ABILASH SYMON – FOUNDER & CEO - Page 47 of 61  SEA ISSUE FIRE IN LAVATORY Immediately inform the pilot in command and other fellow crew. Remove the lavatory circuit breakers (if possible). Get back-up simultaneously, feel the door with the back of hand to determine fire intensity; If the door is cool: Open the door and locate the source of fire Discharge the fire-extinguisher in a sweeping motion Use water if required If the door is hot: Use the gloves. Put on the PBE Ensure that the additional fire-extinguisher is available with back-up Open the door slightly,enough space to insert fire –extinguisher nozzle , by using door as a shield. Discharge one fire-extinguisher inside and close the door. Open the door and locate source of the fire. Discharge second fire-extinguisher, if required. The same procedures can be used for overhead-bin fire DR.ABILASH SYMON – FOUNDER & CEO - Page 48 of 61  SEA ISSUE DECOMPRESSION Aircraft have cabin air systems that control pressurization, airflow, air filtration, and temperature. The purpose of these systems is to provide a safe and comfortable cabin environment, and to protect all cabin occupants from the physiological risks of high altitudes. Modern aircraft are now operating at increasingly high altitudes. This increases the physiological risks that are associated with decompression. In the case of decompression, there is a risk that not enough oxygen will be supplied to the body. This condition, hypoxia, is the greatest threat to both crewmembers and passengers. Types of Decompression The risk of a pressurized cabin is the potential for cabin decompression. This can occur due to a pressurization system malfunction, or damage to the aircraft that causes a breach in the aircraft structure, enabling cabin air to escape outside the aircraft, for example loss of a window, or a breach in the aircraft fuselage due to an explosion. The loss of pressurization can be slow - in case of a small air leak - while a rapid or explosive decompression occurs suddenly, usually within a few seconds. The consequences of decompression, and its impact on cabin occupants, depend on a number of factors, including: The size of the cabin: The larger the cabin, the longer the decompression time The damage to the aircraft structure: The larger the opening, the faster the decompression time The pressure differential: The greater the pressure differential between the cabin pressure and the external environmental pressure, the more forceful the decompression. When cabin pressure decreases, cabin occupants are no longer protected from the dangers of high altitudes, and there is an increased risk of hypoxia, decompression, illness, and hypothermia. It is, therefore, important that crewmembers recognize the different types of decompression, react effectively to overcome the difficulties associated with a loss in cabin pressure. DR.ABILASH SYMON – FOUNDER & CEO - Page 49 of 61  SEA ISSUE 1)Rapid/Explosive Decompression Rapid/Explosive decompression results in a sudden loss in cabin pressure, and can be recognized by the following signs: A loud bang, thump or clap that is the result of the sudden contact between the internal and external masses of air Cloud of fog or mist in the cabin that is due to the drop in temperature, and the change of humidity Rush of air, as the air exits the cabin A decrease in temperature, as the cabin temperature equalizes with the outside air temperature The release of the cabin oxygen masks, when the cabin altitude reaches 14 000 feet. 2) Slow-Decompression Slow- decompression involves a very gradual decrease in cabin pressure. Slow decompression may be the result of a faulty door seal, a malfunction in the pressurization system, or a cracked window. Slow decompression may not always be obvious. The cabin crew may not notice the changes in the cabin, until the oxygen masks drop down from the Passenger Service Units (PSUs). Therefore, the cabin crew must be aware of signs that could indicate a slow decompression. In some cases an unusual noise, such as whistling or hissing sound around the door areas, may be an indication of a slow decompression, therefore the flight crew should be notified immediately. One of the first physiological indications of a slow decompression may be ear discomfort or ‘popping’, joint pain, or stomach pain due to gas expansion. Hypoxia As mentioned, the greatest danger during decompression is hypoxia. To prevent crewmembers from becoming significantly impaired or incapacitated, the cabin crew must continuously observe passengers and crewmembers for the signs and symptoms of hypoxia. Hypoxia can significantly reduce the crew members ability to perform. Physiological and Psychological Effects of Hypoxia: It is important that cabin crewmembers be aware of the symptoms of hypoxia in themselves and in others. During a decompression incident, some of the passengers may show signs of hypoxia: Some may appear to be dizzy and laughing and some may not be bothered to put on their oxygen masks. It is necessary to remember that each person may not react in the same way, and that the symptoms of hypoxia may manifest themselves differently in each individual. DR.ABILASH SYMON – FOUNDER & CEO - Page 50 of 61  SEA ISSUE Initial signs of hypoxia include: Stomach pain due to gas expansion Tingling sensation in the hands and feet Cyanosis (blue discoloration of the lips and fingernails) Increased rate of breathing Headache Nausea Light-headedness Dizziness Sweating Irritability Ear discomfort. These symptoms become more pronounced with the lack of oxygen, for example: Impaired vision Impaired judgment Impaired motor skills (not able to coordinate body movements) Drowsiness Slurred speech Memory loss Difficulty to concentrate DR.ABILASH SYMON – FOUNDER & CEO - Page 51 of 61  SEA ISSUE Hypoxia can cause a false sense of well-being. It is possible for a person to be hypoxic and not be aware of their condition. Therefore, it is important that the cabin crew recognizes the signs of hypoxia, and provides oxygen as soon as possible, in order to prevent a loss of consciousness. The affected passenger or crewmember usually recovers a few minutes after receiving oxygen Immediate Actions In the case of decompression the immediate use of oxygen is critical. Therefore, the first actions to be performed by the cabin crew are: Immediately don the nearest oxygen masks Sit down fasten your seat belt, or grasp a fixed object Hold on. If the cabin crew is not able to sit down or grasp a fixed object, they should wedge themselves between passengers and ask passengers for assistance. For example, in one cabin decompression event, a cabin crewmember was saved from ejection out of the aircraft, because a passenger was holding on to the cabin crewmember's ankle. The priority of the cabin crew is to consider their personal safety. Incapacitated or injured cabin crewmembers will not be able to assist other cabin crewmembers and passenger during the post-decompression phase. POST DECOMPRESSION After a decompression, when the aircraft reaches a safe altitude, the cabin crew can move around the cabin, and should use the portable oxygen cylinders until they are confident that they can breathe without support. After cabin decompression, the cabin crew should: Check on the flight crew, and be prepared to assist in the case of pilot incapacitation Check passengers for any injuries Check the cabin for any damage Provide first-aid and oxygen, as necessary Report the cabin status to the flight crew DR.ABILASH SYMON – FOUNDER & CEO - Page 52 of 61  SEA ISSUE TURBULENCE Three levels of turbulence can be encountered: Light. Moderate. Severe. Conditions inside the aircraft LIGHT Liquids are shaking but not splashing out of cups; Carts can be maneuvered with little difficulty; Passengers may feel a light strain against seat belts. MODERATE Liquids are splashing out of cups; Difficulties to walk or stand without balancing or holding on to something; Carts are difficult to maneuver; Passengers feel definite strain against seat belt. SEVERE Items are falling over, unsecured objects are tossed about; Walking is impossible; Passengers are forced violently against seat belts. DR.ABILASH SYMON – FOUNDER & CEO - Page 53 of 61  SEA ISSUE CABIN CREW DUTIES Based on the level of turbulence described, the crew should be aware of the appropriate actions to be taken with regard to service duties and passenger management. Service may continue during light turbulence; however the service of all hot beverages should stop. Cabin crew should complete a seat belt compliance check to ensure passengers are fastened and the cabin is secure. During a turbulence encounter above light, it is important to secure the cabin and galley when conditions permit. However, the most appropriate first response by cabin crew might be self-preservation. Cabin crew can increase risk and compromise their personal safety by attempting to adhere to routine procedures normally performed on all flights such as the seat belt compliance checks, rather than responding in accordance with the level and intensity of turbulence. ACTION REQUIRED FOR CART AND GALLEYS LIGHT: Ensure carts and galley equipment not in use is properly secured. Note: Airline should decide whether their SOPs would allow cabin crew to continue with any service. MODERATE 1)Ensure carts and galley equipment is properly secured; 2) For short duration: set brakes on carts and secure items from top of carts; 3)For extended duration: carts must be stowed in galley. If not possible to maneuver back to the galley, set the brakes on all carts at present location. Wedge between seats; 4)Place hot liquids, water jugs/pots in the carts. If not possible, place them on the floor; Take the nearest available seat, fit full harness or fasten seat belt (if passenger seat). SEVERE 1)Set the brakes on all carts at present location. Wedge between seats; 2) Place hot liquids, water jugs/pots in the carts. If not possible, place them on the floor; 3) Take the nearest available seat, fit full harness or fasten seat belt (if passenger seat). Note: Hold on to cart if possible, ask adjacent passenger to assist in holding cart down. DR.ABILASH SYMON – FOUNDER & CEO - Page 54 of 61  SEA ISSUE SOPs FOR TAKEOFF To prevent injuries as a result of turbulence during climb, prior to take-off the cabin crew must: Visually check that passengers are seated with seat belts fastened; Infants restrained on guardian’s lap or in a car type child seat; All cabin baggage stowed in overhead lockers or under the seat; Overhead lockers closed securely; Visually check that galley equipment and latches are secured; Return to their assigned stations and ensure that seat belt and harness are properly fastened. SOPs FOR CRUISE At all times during turbulence and especially during moderate levels and above, the most appropriate response for cabin crew is self-preservation. The cabin crew should be informed of routine turbulence and if the cabin crew experience uncomfortable turbulence without notification from the flight crew, they should secure themselves in their seats and inform the flight crew. Cabin crew should feel comfortable to request that the fasten seat belt sign be switched on whenever they judge it necessary. Often what the cabin crew experience at the rear of the aircraft can be very different from what the crew is experiencing at the front of the aircraft. Service carts should never be left unattended and all service equipment must be stowed and/or secured when not in use. It is important for the cabin crew to ensure that their cabin crew jump seat is not occupied by unauthorized personnel. Access to a jump seat to secure themselves during turbulence is critical. To minimize the risk of injury during unexpected turbulence, cabin crew who are on rest in the cabin crew rest facility (CCRF) should always fasten their seatbelts while sitting or lying in a CCRF and ensure that all of their personal effects and belongings are stowed and/or secured. It is advisable that crew rest is not assigned in cases where severe turbulence is expected as crew When advanced notice enables the PIC to brief the cabin crew during the flight, the flight crew will advise the cabin crew of the time available to secure the cabin, and the level and duration of turbulence anticipated. The flight crew should clearly state the expectations of the cabin crew as per SOPs and request confirmation of completion by the SCCM. There are times when DR.ABILASH SYMON – FOUNDER & CEO - Page 55 of 61  SEA ISSUE little warning exists. Cabin crew should stow all service items, conduct compliance checks and secure themselves in their seats. When the conditions improve, the PIC should use the cabin interphone or PA to advise the cabin crew that they may resume their duties and if passengers may move about in the cabin. SOPs for unanticipated turbulence If there is sudden moderate to severe, unanticipated or imminent turbulence requiring immediate action, the flight crew will switch on the fasten seat belt sign. The flight crew will make a standard PA (as per their SOPs) such as: “All passengers and crew please fasten your seat belts immediately”. Immediately is the key word that communicates the urgency of the situation to the cabin crew. The cabin crew must cease all duties, secure themselves in the first available seat and remain seated until advised by the flight crew or until the fasten seat belt sign is switched off. Compliance checks should only be performed and items secured if this presents no delay in securing themselves in a seat. When the conditions improve, the PIC should use the cabin interphone or PA to advise the cabin crew that they may resume their duties and if passengers may move about in the cabin. Cabin crew may then leave their seats, check conditions of the cabin, passengers and crew members and inform the flight crew if injuries or damages have occurred. With advanced notice, and if the turbulence is moderate and of extended duration, the flight deck will make the following PA: “Ladies and gentlemen, please fasten your seat belt, cabin crew stow all applicable service items”. The cabin crew will then proceed according to the action defined in cabin crew duties. POST TURBULENCE MANAGEMENT The following are recommended post turbulence duties: Flight crew will advise cabin crew when it is safe to resume duties; Cabin crew check for passenger and crew injuries and administer first aid if necessary; Report to SCCM any passenger injuries and/or cabin damage; Calm and reassure passengers; Check cabin for any damage; The SCCM will report any passenger injuries and/or cabin damage to the flight crew. DR.ABILASH SYMON – FOUNDER & CEO - Page 56 of 61  SEA ISSUE Warning: Cabin crew should not risk personal injury by continuing service during turbulent conditions. The personal safety of the cabin crew is the priority. SOPs for descent and final approach Cabin crew must check that: Passengers are seated with seat belts fastened; Infants are restrained in a child restraint system or as approved on a parent or guardians lap Carry-on baggage stowed in overhead lockers or under the seat; Overhead lockers closed securely; Galley equipment and latches are secured; and Return to their assigned stations and ensure that seat belt and harness are properly fastened. Note: If the cabin is not secured, SCCM must contact the flight deck immediately. Be aware that sterile flight deck SOPs will come into effect as of flight level 10,000 feet and that cabin crew should only contact the flight crew for safety or security critical information SAFETY EQUIPMENTS IN AN AIRCRAFT INTRODUCTION: Cabin equipment serves many function. All equipment on board defines a specific purpose. The equipment enables the cabin attendants to handle emergencies ranging from a heart attack to a fire on board. SAFETY EQUIPMENT INSIDE AIRCRAFT PORTABLE OXYGEN BOTTLE Medical assistance during in-flight medical emergency MEGAPHONE Hand held loudspeakers used by crew to enable them to direct during emergency evacuation. OXYGEN MASK Placed in overhead cabins to manipulate decompression in the cabin for every passengers DR.ABILASH SYMON – FOUNDER & CEO - Page 57 of 61  SEA ISSUE LIFE JACKET Automatically inflatable vests is kept under every seats on board to help in floatation during ditching FIRE EXTINGUISHER It is used to extinguish small fire. ELT (Emergency Locater Transmitter) When activated, the ELT assists in the swift correct location of the aircraft during search and rescue operations after crash. SMOKE HOOD/ PBE PBE is used in fire fighting when dense smoke and toxic fumes are present. it gives pure oxygen,clear vision. CRASH AXE Cut through light structures. Break windows, panels in an emergency. DR.ABILASH SYMON – FOUNDER & CEO - Page 58 of 61  SEA ISSUE CREW COMMUNICATION AND COORDINATION CREW CO-ORDINATION In order for cabin crew to be able to coordinate and conduct operations smoothly, it is imperative that each cabin crew is well versed with procedures , their own and of fellow cabin crew. Communicating effectively by using correct terminology is also an integral factor in determining good coordination. This knowledge rules out ambiguity and contributes to safety of all concerned especially so in case of an emergency as time is at a premium. It has a positive effect as well, as a proficient cabin crew induces confidence in their colleagues and enhances team work. On the other hand ineffective communication and coordination can affect flight safety and CRM. All cabin crew shall adhere to standard wording, terminology, signals and/or verbal commands for communication during normal, abnormal and emergency situations. EFFECTIVE COMMUNICATION Normal communication is defined as any form of communication which cabin crew and flight crew use on a day to day flight related matter. Abnormal communication is used by cabin crew and flight crew to convey any situation that is not an immediate emergency and is not normal as per day today operation. Emergency communication is a form of communication whereby it specifically addresses the situation and measures to counter the same. Describe procedures for normal, abnormal and emergency communication an describe ways of communicating effectively in these situations (e.g. Speed, volume, choice of words, Pronunciation, etc.) In order to make all forms of communication effective and relevant as per the scenario - normal, abnormal and emergency, there are specific announcements , briefings and verbiage so that all concerned are aware of the standard form of communication which removes and clarifies any form of ambiguity. DR.ABILASH SYMON – FOUNDER & CEO - Page 59 of 61  SEA ISSUE PASSENGER ANNOUNCEMENTS Announcements are either pre-recorded (played using FAP) or are made by using the passenger address system.The Lead (Senior Cabin Crew) is primarily responsible for announcements on board. However other crew members may need to do so especially in abnormal situations (e.g. turbulence, Lead (Senior Cabin Crew) incapacitation etc.) and thus must be familiar with all procedures regarding them. Techniques recommended when making or playing an announcement are: All cabin crew are proficient with all relevant announcements, so that they do not sound unprepared and actions are synchronized when necessary (safety demonstration). Volume of the pre-recorded system to be set at a level depending on aural ambiance. That the handset is held at least three fingers away from the mouth to avoid distortion Their speech is clear Speech projects enthusiasm They maintain eye contact with passengers whenever possible Since announcements and briefings affect passenger safety and well-being cabin crew must emphasise on the seriousness of announcements and briefings to passengers while conducting them. Following are the mandatory announcements to be made on board: Baggage Stowage : During boarding requesting passengers to store bags either underneath the seats in front of their own (except on row1, 12 and 13) or in the overhead bins. A Pre-Departure Announcement (Welcome): stating the flight details. when all passengers have boarded. Safety Demonstration: of all relevant topics ( as required by regulations ) before take off Cabin Secure: regarding cabin preparation for take-off and at the time of landing After Take-Off: when seat belt signs are switched off Turbulence: if encountered (all cabin crew shall be aware of the same) Emergency Announcements (if required): as per situation DR.ABILASH SYMON – FOUNDER & CEO - Page 60 of 61  SEA ISSUE Pre-Landing: In preparation for touchdown and arrival Post Landing: On arrival for passengers to remain seated A Pre-Departure Announcement (Welcome): stating the flight details when all passengers have boarded. Safety Demonstration: of all relevant topics (as required by regulations) before take off. Cabin Secure: regarding cabin preparation for take-off and at the time of landing. After Take-Off: when seat belt signs are switched off. Turbulence: if encountered (all cabin crew shall be aware of the same) Emergency Announcements (if required): as per situation. Pre-Landing: In preparation for touchdown and arrival. Post Landing: On arrival for passengers to remain seated DR.ABILASH SYMON – FOUNDER & CEO - Page 61 of 61