Boeing 737 Customer & Cabin Service Training

BOEING 737 CUSTOMER & CABIN SERVICE TRAINING September’24 INITIAL WORK BOOK Page 1  BOEING 737 CUSTOMER & CABIN SERVICE TRAINING...

BOEING 737 CUSTOMER & CABIN SERVICE TRAINING September’24 INITIAL WORK BOOK Page 1  BOEING 737 CUSTOMER & CABIN SERVICE TRAINING September’24 Page 2  BOEING 737 CUSTOMER & CABIN SERVICE TRAINING September’24 PHASES OF FLIGHT Phase 1 - BEHIND THE SCENES: Preparation before the flight Phase 2 - SETTING THE STAGE: Pre-boarding Phase 3 - SHOW TIME: Boarding, cruise & farewell Phase 4 - ACT II: Transit, base & hotel Phase 1 – BEHIND THE SCENES Preparation before the flight Home Transport Dispatch  Prepare your uniform &  Board the cab on time  Check notice board: Menu, latest accessories (refer to  No smoking & applying promotions and updates grooming checklist) makeup in the cab  Mobile phone to be switched off  Check flight timings on  Crew should always wear  Participate in the briefing – Be your crew portal seat belts while seated in well groomed, and keep the  Accordingly, check the cabs flashlight, and competency card transport timings  Inform the respective base handy  Ensure you are in if transport reports late  Go through the breath analyser possession of all  Sign on transport slip test. necessary documents Reporting for a domestic flight Activity Base flight Transit flight Airport reporting D - 90 minutes D - 90 minutes B.A to be conducted D - 60 minutes D - 60 minutes Aircraft reporting D - 50 minutes As per ETA Page 3  BOEING 737 CUSTOMER & CABIN SERVICE TRAINING September’24 Crew responsibilities as per work position Work positions Description L1 (SCC) Crew in-charge, flight documents & report (ACFR) R1 Forward galley in charge L2 Aft in charge R2 Aft galley in charge R4 (900ER) Assist crew Important: While at the airport, going for a flight and during the course of the flight:  Crew members should not be in possession (in person/ in the bag) of any product/ food and beverage item which is similar to any SpiceJet product on-board the aircraft  This includes food and beverage items uplifted in the carts by catering Terminal Building  Crew to walk as a team  Acknowledge / wish internal and external customers  Cooperate with CISF staff / excuse yourself whenever you jump the queue  ID card and AEP to be displayed  Mobile phones should not be used Page 4  BOEING 737 CUSTOMER & CABIN SERVICE TRAINING September’24 Phase 2 - SETTING THE STAGE Pre-boarding common responsibilities: (all crew)  Take out required articles from your bag and keep it in the galley cabinet  In case passengers are on-board: Crew should take their bags to the galley to remove the required articles, and then stow them in the overhead bins  If passengers are not on-board: Crew may take their bags in the cabin, place them in the aisle to remove their articles, before stowing them in the overhead bins  Pre-flight safety check  Check cabin  Check galley  Check lavatory Cabin Cleanliness  Aisle to be clean  Cross aisles to be clean  Seat belts crossed  Seat pockets to be clean, check its content  Headrest covers to be intact  Tray tables to be clean  Make sure air vents are open  Close window shades (only if it is sunny outside, to maintain the temperature in the cabin) Seat Pocket Contents Seat pocket content A B C D E F Safety instruction card       IFE leaflet       SpiceRoute Magazine       SpiceCafé menu card       Airsickness bag       Page 5  BOEING 737 CUSTOMER & CABIN SERVICE TRAINING September’24 Galley An area on the aircraft used for the preparation of food and beverage service. It should be always spic and span. Points to be followed:  The galley top & floor is clean  R1 & R2 slide pack is clean  Galley equipment is clean – oven door, boiler etc.  Ensure that the sink is clean & not clogged  The waste bin flap is clean  The waste bin is empty & lined with a clearance bag Jump Seat Check Each crew while conducting a pre-flight check of their jump seats, must check for such scribbles/pen marks and inform the SCC accordingly. Pen scribbles on jump seats involve a lot of costs as these seat covers have to be replaced. Therefore, the crew must refrain from such activities. Attendant Handsets Mishandling of the handset like dragging or pulling the coil cord/ dropping the handset damages the outer and internal parts. The cabin crew is advised to take additional precautions while handling the cabin handset as it incurs huge costs in rectifying or replacing the same. Page 6  BOEING 737 CUSTOMER & CABIN SERVICE TRAINING September’24 Lavatories Crew to ensure lavatories are properly cleaned and amenities are replenished by cabin appearance staff.  The mirror should be stain free  The soap dispenser is replenished  The sink and floor are clean and dry  The commode / WC (water closet) is clean, toilet flap is clean and dry  Lavatories are dressed with appropriate amenities – two tissue boxes and two toilet rolls in each lavatory  The end of the tissue roll is neatly folded  Air freshener is sprayed  The Toilet bin is empty and clean  The diaper changing table is clean & dry Lavatory Responsibility On-ground Aircraft type Forward Aft 700 L2 – LAV D L2 – LAV D 800 R1 R2 – LAV E L2 – LAV B 900ER R2 – LAV C Cabin Crew Guidelines  Sanitize the handset, lavatory handles, emergency access panel, lavatory sink & flush button etc.  Do not use a disinfectant spray on PA or attendant panel  Use wet tissues to sanitize PA and wipe off any excess fluid as it enters the handset and damages the electronic component of the system  Reduce physical contact between each other & with other staff or passengers  Refrain from sharing meals, cutlery or water bottles Note: 2 bottles of disinfectant spray will be uplifted by the cabin appearance team on all base flight Page 7  BOEING 737 CUSTOMER & CABIN SERVICE TRAINING September’24 Pre-boarding – Individual Responsibilities Responsibilities of L1  Check forward ladder is properly aligned and clean  Place the crew bag in the forward cabin after the SpiceMax rows  Check cabin for cleanliness  Check the red amenity bag and its content  Dress the flight deck (place paper serviettes, wet tissues, air sickness bags and water bottles 500ml)  Attend flight deck briefing and take food and beverage orders  Switch on the boarding music (if applicable)  Cabin lights – All modes are to be checked and lights as per SOP  Ensure cabin crew are at their boarding station  Coordinate with cabin crew and ground personnel for boarding  Take handover of SpiceScreen devices Page 8  BOEING 737 CUSTOMER & CABIN SERVICE TRAINING September’24 Red Amenity Bag - Location: G2 Galley G2 Galley Airsickness bag Safety information card SpiceCafé menu card Headrest covers SpiceRoute magazines 2 seat cushion covers in zip lock pouch Transparent zip lock pouch Dusters Mop Clearance bags (Large and medium) US stickers Bio hazard bag 4 PPK Spare face masks & gloves 30 sanitizer sachets Handling of Red Amenity Bag SCC to check the contents of the bag during the pre-flight check:  Whenever at a base station, if any item is missing, SCC to inform the cabin appearance staff and get the items replaced  However, at a non-base station; if required, SCC to give the contents for use to cabin appearance  Incoming SCC to handover the bag to the outgoing SCC  Crew should only open the spare PPK in case of handling any first-aid-related cases for passengers or crew  Crew to ensure none of the items is left loose in any of the galleys at the end of the flight Seat Cushion Covers Upliftment and Location:  Two spare fabric cushion covers in a transparent zip lock pouch will only be uplifted in the red amenity bag on aircraft which has fabric covers, on leather seats, it’s not required  Another empty transparent zip lock pouch will be placed in the red amenity bag for soiled cushion covers  Spare cushion covers will be uplifted on the first flight and offloaded on the last flight (base stations only) Page 9  BOEING 737 CUSTOMER & CABIN SERVICE TRAINING September’24 Process:  In case the passenger seat cushion gets soiled or whenever the passenger insists, the cushion cover needs to be changed by the crew  Crew to take the spare cushion cover from the red amenity bag  Request the passenger to allow some time so that the cover can be changed  Change the cover away from the vicinity of the passenger  Ensure that the new cover does not get soiled again due to extra soaking of liquid by cushion foam, first dry up the foam with a tissue to avoid this  Remember to keep the soiled cover in a separate transparent zip lock pouch  The transparent zip lock pouch with soiled cushion cover then is placed back in the red amenity bag  The soiled cushion covers (if any) will be replaced with the new ones by cabin appearance staff at the terminating station only  Documentation must be done if the cushion cover was changed during the flight and in case of any discrepancy Flight Deck Dressing: Airsickness bag Paper serviette Water bottle & wet tissues Page 10  BOEING 737 CUSTOMER & CABIN SERVICE TRAINING September’24 Boarding / Landing Music CHANNEL # START STOP Before the first passenger boards When the crew is released after take-off Channel 1 Once the seat belt sign comes on for Once all passengers have disembarked landing PRAM System:  The volume of the music may vary during different phases of the flight and on the ground - door closed or doors open. SCC and crew to be attentive during the change in phase of flight and control the volume accordingly  Music must be on when transit passengers are on-board  Landing music should not be played between 2200 hrs. – 0700 hrs. (Boarding music will still be played during boarding during this period)  Recommended volume: Non-sky interior: 10’clock position, Sky-interior: 8 bars Page 11  BOEING 737 CUSTOMER & CABIN SERVICE TRAINING September’24 Cabin Lights Forward entry area lights when cockpit door is opened Phase Boeing Boeing – Sky Interiors Day Bright White (Bright) Night Off Off Non – Sky Interior Sky Interior Non – Sky Interior Phase (LiteMood) Entry Cabin Entry Cabin Entry Cabin Boarding / C – Bright C – LiteMood White Bright Sunrise/Sunset Bright Bright Disembarkation W – Bright W – Bright Entry - as per external condition Take-Off / Day – Take off/Landing As per external condition Landing Night – Night/Sleep Meal / C – Bright C – LiteMood Service White Bright Bright Bright Beverage W – Bright W - Bright After Meal C – Dim Service White Medium Cruise Dim W – Off Entry – Dim (0700 – 2100) C – LiteMood After Meal W – Off C – Night Service White Medium Night / Sleep Dim W – Off (2100 - 0700) C – Bright C – LiteMood Top Of Descent White Bright White Bright Bright Bright W – Bright W – Bright C – Ceiling W – Window REMEMBER:  Before dimming the cabin lights or changing the light mode, SCC to make an announcement for dimming of the cabin lights. Cabin crew should step in the cabin & must switch on the reading lights for passengers who are reading / wish to read. Sequence: Only on non-sky interior aircraft For switching OFF – Window lights followed by ceiling lights For switching ON – Ceiling lights followed by window lights Note: Wait for 5 seconds between mode changes. Page 12  BOEING 737 CUSTOMER & CABIN SERVICE TRAINING September’24 SpiceScreen – In-flight Entertainment VuScreen is first ever 100% smart phone based wireless entertainment solution that enables delivery of in-flight entertainment (IFE) using smart phone(s) kept in the aircraft. Location: For optimal network strength inside the aircraft, 2 mobile phones, acting as host devices will be placed at either end of the cabin: Two separate IFE bags will be uplifted for each host device on-board:  First IFE bag will contain a host device for the forward cabin and a remote device  Second IFE bag will contain a host device for the aft cabin Handover: EFB team to cabin crew (Base flights):  On all base flights, a staff from EFB team will hand over the IFE bags to SCC. Once the handover is complete SCC to give receiving on documents presented by EFB staff  On base flights, where the crew does not meet the EFB team for device handover, EFB staff to place the bags at the below location: o B737-700/800/900ER – in the forward first row overhead bin (CDLB location) Placement of bags:  SCC to place the first IFE bag next to their bag in the overhead bin  L2 to place the second IFE bag next to their bag in the overhead bin Operations: Responsibility to operate:  The host devices will automatically be turned to the flight mode once IFE starts (at STD) and the flight mode will be turned off when IFE stops (at STA/Extended time, as applicable)  L1 & L2 will be responsible to switch On the host devices & remote device only for base flights  On flights, L1 & L2 to pause the remote device prior to take-off, resume once crew gets released after take-off and pause once the seatbelt sign comes on for landing How to operate: Host devices can be switched on and off by long-pressing the power button located on the side of each phone. This process will be just like switching on and off a regular mobile phone. Page 13  BOEING 737 CUSTOMER & CABIN SERVICE TRAINING September’24 Auto-Mode:  Post boarding the aircraft only on base flights, crew (L1/L2) to switch-on the host devices and remote devices  Host devices will be by default set on the auto mode  Aircraft registration to be selected manually by the crew on the base flight  Once selected, the origin and destination will be automatically filled and STD/STA will be displayed  IFE will automatically start at the STD. At the same time, the host devices will be turned to flight mode and the crew should pause the IFE prior to take-off  Crew will manually resume the IFE once they are released after take-off  Crew will manually pause the IFE when the seatbelt signs are switched on for landing  IFE will automatically stop at the STA. At the same time, the flight mode on host devices will be turned off  For subsequent sectors, both host devices on auto mode will automatically update the flight details Delayed Flight  Crew can extend the STOP time by selecting 15 mins from the “Extend IFE Stop Time” drop down  Once selected, IFE will extend for another 15 mins after the STA  Basis the delay, crew can extend the IFE STOP time multiple times. Each time, it extends for 15 mins  IFE will be set to stop automatically at a particular time basis the no. of times “15 mins” have been selected. The revised IFE stop time will also be displayed on the screen.  IFE can anyway be stopped manually by just pressing the “STOP” button, if required Manual mode:  To change the aircraft registration or origin/destination, crew must turn the auto mode to manual mode by simply tapping on the button (AUTO TAB)  Once the manual mode is selected, all fields will have to be manually filled by crew Note:  Inflight entertainment announcement is to be made manually by SCC post crew release, once the IFE is running successfully  Whenever a safety announcement is to be made, IFE device should be paused from the remote device Passenger’s Experience Passengers can connect to IFE and view entertainment options through the web browser. Connecting to IFE: Once the IFE is switched on by cabin crew, SpiceScreen Wi-Fi networks will be available for connection. To connect to the SpiceScreen network and view entertainment, given steps to be followed (common for both Android and iPhone):  Switch on the airplane/flight mode  Switch on the Wi-Fi, and connect to SpiceScreen network Page 14  BOEING 737 CUSTOMER & CABIN SERVICE TRAINING September’24  Considering there are 2 host devices available, 2 networks will be seen through the Wi-Fi networks - SpiceScreen-Front-IFE and SpiceScreen-Back-IFE  For browser users - connect to either of the available SpiceScreen network, depending on the location of the seat allotted in the cabin. Generally, the strongest network will appear on top of the list in the available Wi-Fi network  In any case, irrespective of the network selected by passenger for connection, entertainment will work as per the closest and strongest network  Android: It will automatically switch to the strongest available network  iPhone: Particular network to be selected manually  Crew to assist passengers facing difficulty connecting to IFE. Crew to ensure before assisting, passengers are wearing face shields and adequate distance is maintained  Politely inform passenger to follow the steps to connect again as per the SMS received  Apologize to the passenger explaining the situation and inform about his/her feedback being taken Viewing entertainment options: Through browser:  After a connection is established, browser to be opened with the URL- spicescreen.com  Home page will appear, showing variety of entertainment options from movies, to short films, to series and much more IROP Process: Cabin Crew Responsibility:  In case host device or remote device is not working on a particular sector, crew to inform SCC Handover Cabin Crew to EFB Team (Terminating flights):  On all terminating flights, a dedicated staff from EFB team will come to take handover of two host devices and one remote device. SCC need to be present to give handover to EFB staff and give acknowledgment on documents presented by EFB team  It is EFB team member’s responsibility to take handover from SCC of host and remote devices from all terminating flights, immediately post arrival  In case EFB team does not come upon arrival, host devices and remote to be left on-board (remote device to be kept with the forward host device) and security to be verbally informed. Same to be documented in the ACFR Crew to Crew Handover (Transit flights) In case of crew to crew handover, SCC to document the same in the ACFR under the relevant category Page 15  BOEING 737 CUSTOMER & CABIN SERVICE TRAINING September’24 Mid-air cab bookings - SpiceJet passengers will now be able to book a confirmed cab “mid-air” using our In-flight entertainment service, SpiceScreen.  Connect to SpiceScreen and go to the ‘Travel’ tab  Passenger will fill in all the details to get a confirmed cab booking mid-air  On landing, an OTP to board the cab will be shared through an SMS, WhatsApp, automated call and an email  On boarding the cab, passengers will also be intimated about their ‘trip start’ and ‘trip end’ along with a link to download the trip invoice Responsibilities of R1  Place crew bag in the forward cabin after the SpiceMax rows  Check cabin for cleanliness  Check galley, lavatory, water jugs and hot water flasks are clean  Check for serviceability of oven ,boiler and hot water flasks (opening & closing lid)  Check catering uplift in the forward (crew cart & water cart) and confirm with R2  Check serviceability of catering equipment  Fill water jugs & prepare water trays (2 trays in the forward galley) for boarding  Ensure mop is present at its location in forward galley Location of Mop: Forward Between G2 galley and R1 door Page 16  BOEING 737 CUSTOMER & CABIN SERVICE TRAINING September’24 Responsibilities of L2  Ensure aft ladder is properly aligned and clean  Place crew bag nearest to the jump seat  Check cabin for cleanliness  Ensure aft lavatory is clean, responsible for lavatory D (700 & 800), lavatory B (900ER)  Get clearance bags, mop and duster from forward galley  Spray air freshener in the cabin  Coordinate for special handling Responsibilities of R2  Place crew bag nearest to the jump seat  Check cabin for cleanliness  Check galley, lavatory E (800) or C (900ER), water jugs & hot water flasks are clean  Check serviceability of oven and boiler  Check for serviceability of oven ,boiler and hot flasks (opening & closing lid)  Take catering handover and check serviceability of the carts  Fill water jugs & prepare water trays (2 trays in the aft galley) for boarding  Ensure mop is present at its location in the aft galley Location of Mop: AFT Between R2 Jump seat and R2 door Page 17  BOEING 737 CUSTOMER & CABIN SERVICE TRAINING September’24 Responsibilities of R4 (900ER)  Place crew bag nearest to the jump seat  Check cabin for cleanliness  Help R2 in taking catering handover Page 18  BOEING 737 CUSTOMER & CABIN SERVICE TRAINING September’24 Galley Equipment: Oven: Timer knob On – Off toggle switch Depress temperature switch Door operating knob Cage and Grill: Note: 1 Oven cage has 8 grills and it can accommodate maximum of 32 hot meals. Page 19  BOEING 737 CUSTOMER & CABIN SERVICE TRAINING September’24 SMU – Standard Miscellaneous Unit: Note: 2 SMUs will be uplifted -1 SMU for ice cubes along with dry ice and 1 SMU for Mswipe Boiler & Beverage Maker: 1. Zodiac Aerospace Page 20  BOEING 737 CUSTOMER & CABIN SERVICE TRAINING September’24 Operation:  Turn the boiler ON by pressing the ON/OFF switch  The CYCLE indicator lamp (yellow) will illuminate notifying heating of water is in progress  The CYCLE indicator lamp extinguishes, when water temperature reaches the setting temperature 2. B/E AEROSPACE Operation:  Ensure ON/OFF switch is in the ON position and illuminating blue  Hot water faucet will dispense hot water after 3.5 minutes after the boiler is turned on  The Red light will illuminate indicating low water & there will be no water flow from the beverage maker NOTE: Installed on aircraft registrations – VT-SLI/ VT-SZM/ VT-SZN/ VT-SLP Page 21  BOEING 737 CUSTOMER & CABIN SERVICE TRAINING September’24 3. Espresso Coffee Maker (VT-SLA & SLB)  Beverage maker/Espresso coffee maker in these aircraft should not be used for hot water, which is used to prepare hot beverages and ready to eat  Crew to proactively utilize the aft boilers on VT – SLA & SLB for filling up the water flasks for both the carts during service & after service as well, so as to efficiently provide hot water on flights Page 22  BOEING 737 CUSTOMER & CABIN SERVICE TRAINING September’24 Galley Familiarisation G1 Galley G2 Galley 2 Half Carts – G1 Contents Large & small Contents service trays 2 litre water Crew bottles for accompaniments passengers & crew Dry store Water cups 500ml water bottles – cockpit crew Goodie bags Water cart Crew cart Page 23  BOEING 737 CUSTOMER & CABIN SERVICE TRAINING September’24 Goodie Bag:  Location – Crew cart  For every 3 sectors - 1 goodie bag for cabin crew and 1 goodie bag for cockpit crew  When dressing the flight deck, SCC to place the goodie bag in the cockpit G2 Galley G7 Galley 2 water jugs & hot water flasks would be placed either in G2 Galley or G7 Galley Page 24  BOEING 737 CUSTOMER & CABIN SERVICE TRAINING September’24 G4 Galley (700/800) Ice bucket 2 water jugs & hot water flasks 2 Full carts 1 Half cart – water cart Passenger F&B (2 litre water bottles, water cups & dry store) Page 25  BOEING 737 CUSTOMER & CABIN SERVICE TRAINING September’24 G3 Galley (900ER) G6 Galley (900ER) AFT Stowage area (900ER) Page 26  BOEING 737 CUSTOMER & CABIN SERVICE TRAINING September’24 F&B Carts (Full Carts) 1st Full Cart 2nd Full Cart FRONT AFT FRONT AFT Drawer (Hot bvg cups/paper serviettes/stirrers) Drawer (Hot bvg cups/paper serviettes/stirrers) Tray setup - 4 nos. Tray setup - 4 nos. Tray setup - 4 nos. Tray setup - 4 nos. Tray setup - 4 nos. Tray setup - 4 nos. Tray setup - 4 nos. Tray setup - 4 nos. Tray setup - 4 nos. Tray setup - 4 nos. 8 sandwiches 8 sandwiches 8 sandwiches 8 sandwiches (on a large service (on a large service (on a large service tray) (on a large service tray) tray) tray) Cold Munchies/Hot Cold Munchies/Hot Cold Munchies/Hot Cold Munchies/Hot Bev Bev Bev Bev Hot Hot Hot munchies/Cookies Hot munchies/Cookies munchies/Cookies munchies/Cookies Cold beverages Cold beverages Cold beverages Cold beverages Page 27  BOEING 737 CUSTOMER & CABIN SERVICE TRAINING September’24 Meal Accompaniments Different meal types have different accompaniments Accompaniments and condiments Breakfast: Croissant (eggless) and a butter chip-let  Non-Vegetarian Breakfast: Ketchup sachets and salt and pepper to be served proactively  South Indian Vegetarian Breakfast : Coconut chutney to be served proactively Lunch/Dinner: Whole wheat roll, butter chip-let and dessert  Biryani Plain curd & dessert Snacks: Appetizer & dessert Note: For menu rotation 2 & 3 mint chutney would not be part of the TSU Sandwiches: Ketchup sachet on request Page 28  BOEING 737 CUSTOMER & CABIN SERVICE TRAINING September’24 Meal Sticker Details Generic Meal Codes Items Meal codes (up to D - 6 hrs.) Vegetarian (Breakfast/Lunch/Dinner/Snacks) VGML Non Vegetarian (Breakfast/Lunch/Dinner/Snacks) NVML Vegetarian Sandwich VGSW Non Vegetarian Sandwich NVSW Munchies MNCH Beverage BVG Note: Hot meals for BOB will not be available. Page 29  BOEING 737 CUSTOMER & CABIN SERVICE TRAINING September’24 Special Meals and Codes All Special meals have to be pre-booked 24 hrs. prior to departure Name Code Jain meal JNML Jain cold sandwich JNSW Diabetic vegetarian/ non vegetarian DBML/DNVL Gluten-free meal GFNV & GFVG Vegetarian – gluten free cold meal (dhokla) GFCM Child meal CHML Navratra hot meal (seasonal) NVRT Fruit platter FPML Low Calorie Vegetarian / Non –Vegetarian Salad with Vinaigrette Dressing LCVS/LCNS Jain Meal (JNML) - The Jain cuisine is completely vegetarian, it excludes onions, potatoes, brinjals and garlic, may exclude other root vegetables also Diabetic Vegetarian /Diabetic Non-Vegetarian (DBML/DNVL) - This meal is preferred by people with diabetes problem. The meal most often recommended is high in dietary fibre, especially soluble fibre, but low in fat (especially saturated fat) and low in sugar Gluten-free Vegetarian/Non-Vegetarian (GFVG/GFNV) - A gluten-free diet strictly excludes gluten (gluten is a mixture of proteins found in wheat, barley, rye and sometimes oat). Gluten causes health problems for those with gluten related disorders Fruit Platter – Assorted fresh cut fruits (Sarda Melon, Papaya, Pineapple, and Kiwi) Low Calorie Salad –  Vegetarian: Assorted leafy vegetables/ parsley/ cherry tomato – LCVS  Non – Vegetarian: Assorted leafy vegetables, bell pepper, chicken, cherry tomato – LCNS Page 30  BOEING 737 CUSTOMER & CABIN SERVICE TRAINING September’24 Child Meal (CHML) An Airplane shaped kid’s meal bag – This bag will contain all non-perishable items which are part of the Kid’s meal. The non-perishable items included in this bag are:  A packet Mighty puff, Choco ragi flavor  A bar of Schmitten chocolate  A tetra pack of Chocolate milkshake  Small puzzle Vegetarian Mini Burger – Vegetarian Mini burger will be uplifted separately in the galley – these are cold burgers and will be individually packed. Meal Code: The code on the manifest to identify the request for Kid’s meal would be CHML. Handover of Child meals: Crew taking the catering handover must ensure that the number of Child meal bags and the number of Burgers must match. Any discrepancy must be mentioned on the Catering Challan and Flight Report Page 31  BOEING 737 CUSTOMER & CABIN SERVICE TRAINING September’24 Process of serving Child meals: 1. L2 to ensure that child meal bags and the burgers are set on large service trays before going in the cabin 2. Burgers must not be kept inside the bags. These to be handed over separately along with child meal bags 3. One large service tray should not have more than two child meal bags and two burgers set on them Points to remember while taking SPML handover: 1. These meals can also be identified by the same coded stickers 2. The accompaniments for these meals will be different than the standard meal contents 3. R2 while taking the handover must ensure that these meals (if given) are kept / stacked in the ovens separately and not mixed with other regular meals. Their trays must be placed in the carts separately to prevent mixing them with other regular meal trays 4. Special meals will only be available up till 24 hours prior to the standard departure time (D-24). These will be available for all block times and all aircraft types Page 32  BOEING 737 CUSTOMER & CABIN SERVICE TRAINING September’24 Vikas Khanna Curations Brief: Michelin – starred chef Vikas Khanna to bring a dining experience like none other with his new menu which features exquisite dishes crafted by the world renowned chef available only for pre-booking. For, a part of the proceeds collected from the sale of these items will go to the Mijwan Welfare Society, an NGO that works in India towards empowering girls by educating and enabling them to stand on their own feet. Hot meal option: Process In the hot meal option there is Chicken Aloo Bukhara biryani the SSR code will be VKNB and Vegetable biryani the SSR code will be VKVB Available for pre-booking on flights with block time of 76 minutes and above The boxes will have menu names written on top for easy identification Caterer will uplift the biryani casserole in the oven and box will be uplifted inside the cart Biryani to be heated as per the meal heating guidelines for 12 minutes Crew to ensure that the heated biryani casserole is placed inside the biryani box, along with all the accompaniments and then the box is properly closed and served to the passenger Biryani box contains - curd, chocolate, salad, water bottle and cutlery pack A beverage will be given complimentary along with the biryani & the SSR code BVG will be mentioned on the manifest along with the meal code Page 33  BOEING 737 CUSTOMER & CABIN SERVICE TRAINING September’24 Cold meal option: VKNR VKVR Process In the cold meal option there is chicken khurchan roll the SSR code will be VKNR and Paneer bhurji roll the SSR code will be VKVR Available for pre-booking on flights with block time of 51 minutes & above The roll box will have menu name written on top for easy identification Rolls will be uplifted in a box & the caterer will uplift the roll box inside the cart Roll boxes are not required to be open for serving, they should be served as they are uplifted & cold The box contains – ketchup sachet, mint & coriander chutney along with a paper serviette A beverage will be given complimentary along with the biryani & the SSR code BVG will be mentioned on the manifest along with the meal code Page 34  BOEING 737 CUSTOMER & CABIN SERVICE TRAINING September’24 Cake Flavor- Mocha Weight- 500gms Pre-booking- D - 48hrs. Prior to the departure Cake will be uplifted in a hard cardboard box along with a disposable cake knife Dry ice must be placed with the cake and ensure it is not removed until the cake is served Note: Maximum 2 cakes can be pre-booked for a single sector & under a single PNR. Cake uplifted on board is eggless. Cross Checking and Serving:  SCC to check / confirm with the concerned passenger about the cake booked  Confirm with the passenger if they would like to have the cake before starting the service Suggested Verbiage: Mr Sharma, I can see that you have pre-booked a cake, may I know the occasion (once occasion is known, congratulate/wish) when would you like me to present/serve the cake.  Maximum crew to get together while presenting the cake to the passenger  Crew must also take a small size service tray along with some paper serviettes  Carry bags will be uplifted on board for passengers who wish to carry the cake along (SMU in the Aft galley) Page 35  BOEING 737 CUSTOMER & CABIN SERVICE TRAINING September’24 Pre-book Meal Timings Time (hrs.) Meal type 0301 – 1130 Hot Breakfast 1131 – 1500 Hot Lunch 1501 – 1900 Hot Snacks 1901 – 2300 Hot Dinner 2301 – 0300 Hot Snacks Available throughout the day Sandwiches/Chef’s Choice & Special Meals Timeline for Pre-booking Time (hrs.) Meal type Up to D - 48 Cake Up to D - 24 Special Meals/Chef’s Choice & Vikas Khanna Curations Up to D - 6 Menu of the day/Sandwich/Beverage & Munchies Page 36  BOEING 737 CUSTOMER & CABIN SERVICE TRAINING September’24 Catering Challan Sheet:  2 copies will be uplifted by caterer  First copy – Catering personnel at departure station  Second copy – crew copy, screenshot to be uploaded on the ACFR  Any discrepancies related to the below mentioned points must be noted in catering challan  GLP (galley loading plan)  Galley equipment  Handover by the caterer  A particular menu product not uplifted Catering Sheet: Four self-carbonized copies of catering sheet will be uplifted:  White copy – inflight cash sales envelope  Pink copy – crew copy, screenshot to be uploaded on the ACFR  Green copy – catering personnel at arrival station  Yellow copy – catering personnel at departure station Process:  R2 takes the handover of BOB carts and signs the catering sheet  After all services are over, R2 mention the closing balance on the catering sheet and handover it to L1 along with Challan Page 37  BOEING 737 CUSTOMER & CABIN SERVICE TRAINING September’24 Catering Handover Process Catering handover process where R2 is not required to physically check the F&B items. All crew to adhere to the given below catering handover process without compromising on the OTP. 1. Catering van to report at the aircraft: D – 90 minutes for base departures and post chocks-on for transit flights 2. Catering challan and catering sheet to be handed over by the catering staff to the R2 3. Catering staff to load the galley equipment’s as per GLP 4. Catering items must be stowed in location by the catering personnel and not left on the galley top 5. Once the galley loading has completed, catering staff to give the handover (of sealed F&B cart, dry store, service trays, hollow ware if applicable etc.) to R2 6. R2 to check both opening and closing seal numbers which are mentioned on the catering sheet 7. Crew to physically check the opening seal nos. of F&B carts and tally the same as mentioned on the catering sheet 8. In case of any discrepancy in the seal nos. same needs to be mentioned on the catering sheet and countersigned by the catering staff. SCC to be informed, who will document the same in the ACFR 9. Physical count of each BOB item is not required to be tallied 10. Unserviceability of catering equipment: In case of unserviceability of cart or any other catering equipment, crew must mention the same on the catering challan, if replacement is not provided by the catering staff. SCC to be kept in the loop, who will document the same in the ACFR 11. R2 & caterer to sign on the catering sheet under the departure handover, yellow copy of the catering sheet will be taken by the caterer at departure 12. To expedite the handover process after landing, crew must mandatorily close the stock in the catering sheet before landing. Due to time constraints, if the cart could not be sealed before landing, R2 to ensure same is done on priority post passenger disembarkation 13. The remaining F&B items must be kept back in the F&B cart in an organized manner and cart to be sealed 14. After sealing all the catering carts, crew must ensure that all unused seals are properly placed back in the dry store & dry stores needs to be sealed 15. Sealing the F&B carts: 08 seals (06 + 02 spare) per catering uplift will be uplifted in the aft dry stores and the closing seal no’s will be mentioned on the catering sheet. Crew to seal both the F&B carts and mention the seal no on the catering sheet 16. In case of any US seal, the same needs to be put back in the cart and cart to be sealed with a new seal 17. Upon arrival, closing seal nos. to be verified by the catering staff physically 18. R2 & caterer to sign on the catering sheet under the arrival handover, green copy of the catering sheet will be taken by the caterer at arrival 19. Carts to be sealed only at every catering offloading station and not on every sector 20. White copy of the catering sheet to be deposited in the inflight cash sales envelope 21. SCC to take a screenshot of the pink copy & uploaded on the ACFR Note: Crew to ensure all BOB items are sealed back in the same F&B carts and not kept in any other carts Page 38  BOEING 737 CUSTOMER & CABIN SERVICE TRAINING September’24 Closing seal numbers: 367458, 367458, 367458, 367458, 367458, 367458, 367458, DATE 22.7.2022 SERIAL NO. : DOM/ 367458 INFLIGHT CATERING SALES REPORT SCC NAME : Employee Code: Flt. No: SG - 267 Water Bottles (2L) 24 SALE CART SERIAL NO-1 3456787, 3456788 Pax on Board: Aircraft Reg: VT Lily Cups 300 SALE CART SERIAL NO-2 3456789, 3456790 Sector From........... DEL..To BOM To.To.............T0 To.. Total Service Service Service Service Opening Stock Extra Staff Total quantity Closing Sales Price Cash Item ITEMS Quantity Against Against Against IROP Against Uplift Con. Used Balance (INR) Collected in Rs Shortage BOB SSR Available SSR SMAX CORP BOB 1 2 3 4 5 6 7 8 9 10 11 12 13 14 (1+2) (4+5+6+7+8+9) (3-10) (9 x 12) Sub Sandwch-Veg 5 3 350 Sub / Sandwich - Non Veg 5 2 400 Hot Break fast - Veg 4 Hot Breakfast - Non Veg 3 Hot Snacks - Veg Page 39  BOEING 737 CUSTOMER & CABIN SERVICE TRAINING September’24 Page 40  BOEING 737 CUSTOMER & CABIN SERVICE TRAINING September’24 Unserviceable Sticker (US) Location Red amenity bag Quantity 10 Use To be used on cart/flask for deficiencies like broken lid or handle, cart inoperative etc. Action Crew to stop using these equipment, paste the sticker and inform SCC to document in the ACFR Carriage of Bulk Catering Equipment  Galley in-charge to check that all carts/SMU uplifted on-board for transferring bulk catering items to another location should be sealed with numbered colour seal  Delivery challan (list of content) will be pasted/displayed on the cart/SMU meant for transfer purpose  In case of tampered or missing seal, if delivery challan (list of contents) is not present, cart/SMU must be off loaded  R2 to document the same on catering challan and inform SCC  SCC to document the issue in ACFR (Automated crew flight report) Page 41  BOEING 737 CUSTOMER & CABIN SERVICE TRAINING September’24 Phase 3 – Boarding, Cruise & Farewell Welcome - First impression will make the most lasting impact. Ensure the following at the time of welcoming passengers:  Eye contact, smile, greetings of the day  Positive body language  Address passengers by title and last name whenever possible Crew Boarding Position Aircraft L1 R1 L2 R2 R4 700 NA Between row 3rd & 800 Forward entry area Over wing exit Aft entry area NA 4th th 900ER 28 row Page 42  BOEING 737 CUSTOMER & CABIN SERVICE TRAINING September’24 Boarding Card  Crew should be mobile and assist passengers with bags and direct towards seat  Crew should be vigilant that all bags are stowed length-wise, and all laptop bags are kept in the upright position (length wise)  Escort passenger to seat (specially able bodied passengers / passengers with special needs / CIP’s / VIP’s) Page 43  BOEING 737 CUSTOMER & CABIN SERVICE TRAINING September’24 Seat Duplication Process:  In case crew comes across seat duplication, crew to ascertain the same by collecting the boarding passes of both the passengers  Crew to apologize and request for some time to resolve the issue  APS staff needs to be contacted on priority along with both the boarding passes who in turn will write the correct seat number for both the passengers  Crew to return the corrected boarding pass to the passengers and assist them to the new seats  Crew to be mindful about handling such scenarios and should provide extended support to these passengers  If at any point of time the seat duplication issue is delaying the flight, SCC to inform the PIC  All such issue must be documented in the ACFR with proper details of both the passengers (name, seat no. etc.) Cabin Baggage Offload & Delivery: In scenarios of insufficient cabin space for passenger baggage, cabin crew to follow subsequent guidelines to accommodate the baggage. Cabin Baggage Offload Guidelines:  Cabin crew to politely inform the passenger that we will have to keep the bag in the cargo compartment due to space constraints  Crew to confirm the seat number of passenger and check with the passenger for Power Bank or any other essentials like medicines, baby food, valuables or fragile items etc. in the bag and request the passenger to remove it. (Note: Power Banks are prohibited in cargo holds)  Crew to inform the commercial staff that the bag needs to be accommodated in the cargo hold. While handing over the bag to the commercial staff, crew to inform him the destination & seat number of the passenger  Commercial staff will put “Delivery at Aircraft” (DA tag) or “Delivery on Arrival Belt” (DAB tag) tag on the bag and write the flight number destination & seat no. of the passenger on the tag  Lower part of the tag (Passenger Copy) will be given to the crew by the commercial staff which needs to be given to the passenger for his reference.  Crew to inform the passenger that commercial staff has placed the bag in the cargo hold and will be delivered as per the tag  In case tag (passenger copy) is not given then ground staff will mention the same on the boarding card & SCC to document the same in the ACFR  In case tag is not given by Commercial Staff, SCC to mention passenger name, seat number & number of offloaded bags Page 44  BOEING 737 CUSTOMER & CABIN SERVICE TRAINING September’24 Best practices for accommodating & stowing of cabin baggage:  During boarding, crew to be mobile in the cabin and vigilant about empty/ half-filled overhead bins which can be used for any last minute requirement  Bags to be always kept vertically so that maximum bags can be accommodated in the overhead bin  Crew during boarding should keep the SCC informed in case they foresee any baggage issues on board so that SCC can keep the commercial staff informed about the same and oversized bag/strollers etc. could be retrieved at the stepladder/aerobridge  Crew to shift the bags as and when applicable (With prior permission from passengers before their bag is removed) to make some space in the overhead bins. This will help the crew to accommodate maximum bags in the locker  Crew must proactively shut the overhead bins which are full during boarding which will be an indication to the SCC as well that the lockers are getting full in the cabin and commercial staff shall be kept informed about the same  Bags should not be stowed in safety equipment compartment, galley, lavatory or any other unsecured location,  Crew to make all the possible efforts to accommodate the bags in the cabin and offloading of cabin bag should be the last resort Note: To maintain OTP, SCC is accountable for timely coordination with commercial staff to accommodate oversized / number of bags in the cargo/cabin. Water Service 1. When preparing water trays, 15 cups to be placed on a large service tray & 6 on small tray 2. Aisle passenger to be offered water from the tray, window and middle seat passengers to be served water by extending appropriate service hand 3. Water round to be started from forward to aft Suggested verbiage: Serving water:  May I offer you a glass of water?  Would you care for water?  Would you like to have water?  Would you prefer a glass of water? Clearance of cups:  May I clear the cup for you  Would you like me to clear the cup for you Page 45  BOEING 737 CUSTOMER & CABIN SERVICE TRAINING September’24 Category of Passengers Category Manifest code Entitlement SpiceMax SMAX One eatable and one beverage Corporate CORP One eatable and one beverage SpiceMax Corporate Passenger SMCP As per SSR column SpicePlus SPLS One eatable and one beverage SpiceFlex SFLEX Sandwich Special Service Request NA As per SSR column Buy-on-board NA NA SpiceMax How can a passenger upgrade  SpiceJet website  Mobile app  SpiceJet reservation  Check-in counter  On-board SpiceMax Benefits - Domestic Pre-booked On-board Priority check-in Extra leg room Priority boarding( at aerobridge) Complimentary eatable and beverage Extra legroom on-board Complimentary eatable and beverage Priority baggage handling SpiceMax Benefits – International Pre-booked On-board Priority check-in Extra leg room Priority boarding Welcome drink & refreshing towels Extra leg room Complimentary eatable & beverage (non-alcoholic or Welcome drink & refreshing towels alcoholic) Complimentary eatable & beverage (non-alcoholic or alcoholic) Priority baggage handling Page 46  BOEING 737 CUSTOMER & CABIN SERVICE TRAINING September’24 Offerings for SMAX seats On-ground Services Welcome Drinks  Will be uplifted by catering in the forward, galley top for 1st sector and inside the crew cart for 2nd sector and onwards  R1 to prepare two trays (for forward & over-wing exit rows) on-ground before passenger boarding  Welcome drink to be set lying down on a large service tray for distribution along with paper serviettes  L1 will be responsible for serving forward SMAX rows and L2 will be responsible for serving over-wing & EME SMAX rows  To be offered along with a paper serviette to each passenger on SMAX rows  If passenger requests for a cup, a water cup may be offered  Clearance should be pro-actively done by L1 from forward & L2 from over-wing exit, using a large size tray without any delay  Suggested verbiage for serving: 1. May I offer you a welcome drink, Sir/Ma’am?” 2. “Sir/Ma’am, Would you like to have a welcome drink?” 3. Would you like to have a welcome drink, Sir/Ma’am? 4. Could I offer you a welcome drink for you, Sir/Ma’am? Refreshing Towels  Will be uplifted by catering in the forward, galley top for 1st sector and inside the crew cart for 2nd sector and onwards  These disposable towels will be pre-rolled on a tray and pre-scented with lemon fragrance  Each tray consists of 8 pre-packed disposable towels and a plastic tong  R1 will be responsible for preparing the towels before passenger boarding starts and according to the SMAX load  Trays must not be stacked on each other, maximum 4 towel trays can fit on a large service tray  1 ‘water cup’ full of water to be used to pour water on the towels (1 water cup for 1 towel tray). Ensure it is equally poured all over the towels. Towels must not be touched barehanded for hygiene concerns  Once all (or most) SMAX passengers are boarded and seated, towel round to be done for all passengers seated on SMAX rows  L1 to offer to forward SMAX rows and L2 to over wing & EME SMAX rows  For the outside temperature of 22 degrees Celsius and above, cold water to be used. Ice cubes may be placed on top of towels. Ensure, ice cubes are removed before taking the tray in the cabin for serving  Cold towels to be held with the tong from an edge, not to be opened before handing over to the passenger. Just to be handed over pre-rolled  For outside temperature below 22 degrees Celsius, towels to be prepared by pouring a water cup of hot water Page 47  BOEING 737 CUSTOMER & CABIN SERVICE TRAINING September’24  Hot towel to be opened before handing over to the passenger. It must be held from an edge to help open the towel. Crew to ensure it is held opened on the tray itself and not in the aisle or cross aisle. This ensures that water is not dripped on the passenger just in case it is mistakenly soaked in water  Suggested verbiage for serving: 1. “May I offer you a cold/hot towel, Sir/Ma’am?” 2. “Would you like to have a cold/hot towel, Sir/Ma’am?” 3. “Would you like to have a refreshing towel?” 4. “Here’s a cold/hot/refreshing towel for you.”  Clearance of towels to be done using a large size service tray and tong by the respective crew from forward to aft  Empty service tray used for clearance should not be extended to window/middle seat passengers for clearance. Used towels to be collected by tongs only, by extending your hand for the window and middle seats  While clearing the towels, crew should not pile them on the service tray. Must be evenly kept on the tray using a tong  Used towels to be disposed-off in the clearance bag in the galley NOTE:  Post completion of above services, in case there are any more passengers left to be served, crew may take the towel tray and welcome drinks together on the large/small service tray to serve the passengers. This can be done in case, crew is running short on time  In case of an on-board SMAX sale, crew must ensure to offer welcome drink and refreshing towel to the passenger  Clearance of both towels and welcome drinks can be done together or separately as per situation  For on ground services, L1 may delegate the duties to the R1, only if L1 is occupied with on ground/boarding formalities SCC will be held accountable for ensuring SMAX services are conducted for all SMAX rows SpiceMax Entitlement 1E1B Any one eatable and one beverage Applicable meal code+ beverage Applicable meal and one beverage Page 48  BOEING 737 CUSTOMER & CABIN SERVICE TRAINING September’24 Corporate (CORP) Entitlement Category code SSR code CORP CORP passenger to be served as per meal code mentioned in the SSR column CORP 1E1B - any one eatable and one beverage SpiceMax Corporate Passenger (SMCP) SMCP category of passengers refers to corporate passengers who have purchased SMAX product and will be served as per the SSR column - SMAX (entitlement) + CORP (pre-booked) SpicePlus (SPLS) Complimentary meal and beverage – VGML / NVML, BVG SpiceFlex (SFLEX) Complimentary sandwich – VGSW/ NVSW Special Service Request (SSR) SSR passengers are the ones who have pre-booked some food or beverage on discounted rates Buy on-board (BOB) BOB passengers are those who have not pre-booked any food or beverage Page 49  BOEING 737 CUSTOMER & CABIN SERVICE TRAINING September’24 SpiceClub - loyalty program for frequent flyer Manifest Codes Club Tiers Eligibility CLAS Classic tier NA SILV Silver tier 5 flights and ₹ 20,000 in Classic GOLD Gold tier 15 flights and ₹ 60,000 in Silver PLAT Platinum tier 30 flights and ₹ 120,000 in Gold Process for Gold & Platinum Members  On receipt of the manifest from ground staff, SCC to immediately identify Gold and Platinum members and share the respective seat numbers with all the crew  SCC and L2 will do a personalized introduction on ground or immediately post take off  Crew to offer water on a tray along with paper serviette Suggested Verbiage: “Greetings Mr. Sharma my team and I____ , are at your service. Please let us know if you need any assistance. Have a comfortable flight. Thank You.” Page 50  BOEING 737 CUSTOMER & CABIN SERVICE TRAINING September’24 F&B Service Entitlements for Gold Members Passenger category Product offerings 1. Eatable to be purchased by passenger BOB 2. Serve complimentary non-alcoholic beverage SSR 1. Swap permitted with any eatable (Pre-booked eatable) 2. Serve complimentary non-alcoholic beverage 1. Swap – NA SSR 2. Beverage will not be duplicated as this passenger has already pre- (Pre-booked beverage) booked a beverage 1. Swap permitted with any eatable SFLEX 2. Serve complimentary non-alcoholic beverage SMAX CORP 1. Swap permitted with any eatable SMCP 2. Beverage will not be duplicated as these passengers are already entitled SPLS Page 51  BOEING 737 CUSTOMER & CABIN SERVICE TRAINING September’24 F&B Service Entitlements for Platinum Members Passenger category Product offerings BOB 1. Serve complimentary eatable and non-alcoholic beverage SSR 1. Swap permitted with any eatable (Pre-booked eatable) 2. Serve complimentary non-alcoholic beverage 1. Serve complimentary eatable SSR 2. Beverage will not be duplicated as this passenger has already pre- (Pre-booked beverage) booked a beverage, eatable to be served 1. Swap permitted with any eatable SFLEX 2. Serve complimentary non-alcoholic beverage SMAX CORP 1. Swap permitted with any eatable SMCP 2. Beverage will not be duplicated as these passengers are already entitled SPLS Process for past /present unpleasant experiences for Gold and Platinum members:  Crew to empathize and thank the passenger for sharing the feedback  Suggested Verbiage: “Mr. Sharma thank you for the feedback and regret the inconvenience caused. We will definitely get our team to connect with you”  Following details to be taken from passenger - Flight number and sector flown, Mobile number and PNR  Share the detailed feedback with the SCC for documentation in the ACFR  This ACFR escalation will be auto triggered to the concerned team Post Boarding Responsibilities of L1  Ensure manifest is taken from ground staff and handed over to each crew  If catering is done cockpit request to be taken on ground  Serve water to Gold and Platinum SpiceClub members, along with a paper serviette  Conduct water round for others on request  After door closure, start the welcome announcement followed by other announcement  Ensure cabin and galley is secured and cross check with crew if briefings are conducted  Conduct pre-take off clearance in the forward zone Page 52  BOEING 737 CUSTOMER & CABIN SERVICE TRAINING September’24 Passenger Manifest  On all base flights, passenger manifest will be handed over to cabin crew D - 25 minutes  On all turn around flights, it will be handed over D - 15 minutes  In case the process is not followed, same needs to be documented in the ACFR  Passenger manifest will have two leaves of paper with data printed on both sides  SCC to handover page 3 & 4 to the aft crew  Last row of each manifest will reflect vacant seats  Vacant seats data will only reflect on the manifest when the flight load is 90% or more Responsibilities of L2  Ensure all passengers are settled, baggage stowed and overhead bins are closed  Serve water to Gold and Platinum SpiceClub members along with a paper serviette  Serve water to SMAX passengers on over wing exit and other passengers on request  Take head count (when required) and report to SCC  Take demo position  Conduct pre-take off clearance in the aft zone Responsibilities of R1  Ensure all passengers are settled, baggage stowed (length wise) and overhead bins are closed  Serve water to SMAX passengers and others on request  Heat passenger meal casseroles on a 900ER  Secure the mop in lavatory A for take-off and landing  Secure galley and lavatory  Take demo position Page 53  BOEING 737 CUSTOMER & CABIN SERVICE TRAINING September’24 Responsibilities of R2  Ensure all passengers are settled, baggage stowed (length wise) and overhead bins are closed  Conduct water round on request  Heat passenger meal casseroles on 700/800  Secure the mop in lavatory D/E (B-800) and lavatory B/C (B-900ER) for take-off and landing  Secure galley and lavatories  Take demo position Meal Heating Guidelines: Meals will be heated in two phase on all flights:  On-ground (after doors are closed)  After take-off (when crew are released) Note: Always heat meals on low temperature Meal type Total heating time On-ground After take-off Hot Breakfast 10 minutes 6 minutes 4 minutes Chef’s Choice, Snacks, Lunch and Dinner 12 minutes 6 minutes 6 minutes Responsibilities of R4  Ensure all passengers are settled, baggage stowed (length wise) and overhead bins are closed  Conduct water round on request  Take demo position  Pre-take off clearance from EME exit to aft Page 54  BOEING 737 CUSTOMER & CABIN SERVICE TRAINING September’24 On-board Care for Infants: It is the prime responsibility of crew to ensure certain categories of passenger’s like adult with infant are given special attention and assisted regularly during flight. Briefing for Adult with crying infant: Advise them to check for the following:  If Infant has soiled the clothes (change the clothes/diaper of the infant)  Infant is hungry (infant to be fed in the head elevated/upright position and burped thereafter. Do not over feed)  It is essential to offer help and be aware of the choice of words  In case you assist the adult with anything remember to sanitize hands before and after assistance Irregular Operations Procedure (IROP) An IROP is defined as an event, which occurs as a result of controlled or uncontrolled deviation from the scheduled operation of flight. Flight is considered to be delayed when the actual departure is later than the original. The delay can be due to various controllable and uncontrollable circumstances. Check with PIC if the delay is expected to be more than 60 minutes. When delay reaches 45mins If yes, coordinate with ground staff for serving refreshments When delay reaches 60mins Cup noodles will be served Post confirmation from PIC and commercial staff, passengers When delay reaches 90mins should be deplaned Note: In case a passenger is not served refreshments for a delayed flight at the airport, Airport Ground Handling will highlight the name on the manifest and inform the same to the crew. Once passenger is on-board, crew to serve the complimentary refreshment to the passenger as mentioned above. Page 55  BOEING 737 CUSTOMER & CABIN SERVICE TRAINING September’24 Cabin & Galley Securance – Common Responsibilities Mandatory to ensure (before take-off and pre-landing secure check)  Seatbelts are fastened  Tray tables are closed  Window shades are in open position  Seatbacks are upright  Assistance to special category passengers  Baggage secured and overhead bins are closed  Equipment is secured and galley compartments are latched After Take-off – Common Responsibilities  Unlatch the lavatory and remove mop from the lavatory  Female crew to wear their apron  Service to be commenced within 10 minutes (domestic) of crew release or immediately after the seat belt signs goes off After take-off individual responsibilities: Responsibilities L1  Switch off boarding music (if applicable)  Set cabin lights as per SOP (refer SG docs for the same)  Make / play the after take-off announcements  Serve VIPs / CIPs, cake and serve the cockpit Responsibilities L2  Assist R2 with the preparation of the cart (cart top drawer, filling hot water flask etc.) and placing the hot meals in the cart  Assist R1 to take the cart in the forward  Serve SPMLs / UNMRs (depending on service type) Page 56  BOEING 737 CUSTOMER & CABIN SERVICE TRAINING September’24 Responsibilities R1  Heat the passenger meals (900ER) as there are no ovens in the aft  Get the service cart in the forward along with L2 (B 700/800)  Fill hot flask (B-700/800/900ER)  Assist L1 in serving cockpit (maintaining clear zone)  Place large size clearance bag in the galley (between the waste bin flap) for the clearance during the flight Responsibilities R2  Heat the passenger meals (B 700/800)  Keep the service cart ready along with cart top drawer  Fill the hot flask (B 700/800)  Segregate the meals for forward & aft cabin depending on the number of SSR passengers seated in the respective zone & stack the meal casseroles in the both the carts  Place large size clearance bag in the galley (between the waste bin flap) for the clearance during the flight Responsibilities R4  Assist R2 in setting the carts  Take the cart to the forward along with L2  Attend call bells in the forward cabin  Cockpit service and communication  Assist crew in replenishing the cart during service Page 57  BOEING 737 CUSTOMER & CABIN SERVICE TRAINING September’24 Service Etiquette & Finesse – Before starting the service  Before commencing the services, remove catering related tags from the service carts  Segregate pre-booked meals and stack them in different trays in cart, total 2 trays per cart with 5 meal casseroles on each tray, 1 tray to be placed in the 1st runner & 2nd tray to be placed in the 2nd runner  After take-off when the seat belt sign goes off, first serve the VVIP/VIP & CIP. If a cake is uplifted, SCC to check with the concerned passenger, the occasion & when should the cake be served, if passenger says before service then the cake activity to be done before the carts are rolled out  Crew should know, what all is uplifted & what all is not uplifted in the cart (munchies/flavours of juices/aerated drinks etc.)  During F&B service, cart doors should be open from both sides. Cart doors should be opened/closed ‘gently’, with no or minimal noise. Trainer to demonstrate to the crew.  Fwd cart will start the service from row 1 onwards & aft cart will start the service from over wing  Fwd cart :- L1 will be facing the passenger & R1 will be facing the cockpit  Aft cart :- L2 will be facing the passenger & R2 will be facing the cockpit  1 row concept to be followed for cart parking o Important: Before pouring hot water, press the red lever of the flask to release any build up pressure. Service Etiquette & Finesse – During the service  Keep manifest on tray while taking orders & fold it neatly till category column  Avoid serving sideways. No showing back to passenger on the other side of the aisle  For L1 & L2:- If no one is behind you, you may take a step back when moving from the cart to the row. For R1 & R2:- It is advisable to turn and then approach the passenger rather than moving back if you are far from the row.  While taking orders, take orders for 3 passenger, try to serve all 3 if possible, else 2 passenger else just 1 passenger, if it’s a big order  Service is done: Window to Aisle (wherever applicable) & clearance is done: Aisle to Window. Discuss & then explain: There is no sequence for serving ladies first/elderly first  We cannot change/swap a pre booked meal for anyone (except VIP/GOLD/PLAT passengers).  If a passenger has pre-booked/bought just an eatable, we will try to cross sell a beverage to the passenger (& vice-versa). In case, if he/she does not wish to buy a beverage, as a service courtesy, crew will definitely ask if the passenger would like a glass of water  At the time of making the sales pitch to all BOB passenger, the crew should start by saying “Would you like to buy/purchase...”After taking the order total amount to be informed and once the order is served to the passenger, the crew should take the money  Address passengers with title & last name  Beverage will be served first followed by eatables (wherever applicable)  All beverage & munchies should be held from the base (and never from the top/rim)  Everything to be served logo facing & along with a serviette (wherever applicable), serviette logo to face the passenger  Use a small/large tray to serve everything & to take anything in the cabin (or from galley to galley) Page 58  BOEING 737 CUSTOMER & CABIN SERVICE TRAINING September’24  Correct use of hands while serving in the cabin. Right hand to be used for portside and left hand to be used for starboard side  Before serving/placing crew to politely request the passenger to open the tray table  Window and middle seat passengers to be served by extending appropriate service hand & for aisle seat passengers everything to be placed on the tray table by the crew  Place all beverages on top right corner (groov