Frontier Airlines Initial Training Flight Management PDF

Frontier Airlines Initial Training Flight Management Objectives Know the required Flight Attendant duty items and the different types of report times (first flight of the pairing, first flight at an outstation, international flights) Distinguish the assigned pre-boarding, boarding, departure, in- flight, arrival, and deplaning duties of each Flight Attendant position Be familiar with the assigned announcements of each Flight Attendant position. (e.g., who makes them and when) Recognize the Extended Tarmac Delay Program (TDP) procedures 2 Reporting for Duty 3 Required Duty Items Emergency Frontier ID Compliant FlyTab/FAM Checklist Booklets Crew Badge Uniform Working Working Watch Whistle Passport Flashlight Flex Cuffs FAM 55.10 REPORTING FOR DUTY – Required Duty Items FAM 20.05 GENERAL SECURITY PROCEDURES – Lost, Stolen, or 4 Missing Crew Identification Crew Web Remote Check-in You can check in for your pairing using a crew room computer or using Crew Web Remote Check-in on a mobile device (personal or FlyTab). To use remote check-in, you must: 1. Clear security at the airport of the flight you are operating 2. Ensure you will be at the gate/aircraft at least 50 minutes prior to departure if working the flight, and at least 30 minutes prior to departure if deadheading FAM 55.10 REPORTING FOR DUTY-Crew Web Remote Check-in Procedures 5 Check-in Procedures 1 hour prior to departure on first trip of sequence. Domestic. Sign in to CrewWeb via computer in domicile or use Crew Web Remote Check-in on a mobile device (personal or FlyTab). Airport Ready Reserves will check in via phone in their domicile Crew Room. 1:15 Report to airport in international cities. FAM 55.10 REPORTING FOR DUTY-Check in Procedures 6 Check-in Procedures 55 minutes Check in with Captain (if available). Check v-file: Update FAM with any new revisions, temporary revisions, or bulletins. Check company/department communications via designated programs/postings. Read “Must Read” memos and comply. Attend and participate in Crew Briefing. FAM 55.10 REPORTING FOR DUTY-Check in Procedures 7 Check-in Procedures, cont. 50 minutes prior to departure Report time to the gate/aircraft for all cities. FA “A” will brief with Customer Service Agent (CSA) to review specials and load factor prior to boarding. All FAs will meet the A/C upon arrival and board once general deplaning is completed to assist with A/C tidying. Begin pre-flight duties. FAM 55.10 REPORTING FOR DUTY-Check in Procedures 8 Preflight Duties 9 CSA Briefing Flight Attendant “A” will brief with CSA prior to boarding regarding: Load factor Coordinate when boarding will begin Discuss any specials (i.e. infants, customers with disabilities, LEOs, etc.) FAM 55.25 PASSENGER BAORDING PAROCEDURES 10 Common Special Service Requests (SSR) Codes COMT - Comment (final list) CSPX - Codeshare Passenger (reservation booked by Volaris) PETC - Pet in Cabin PPOC - Portable Oxygen Concentrator BLND - Blind Passenger DEAF - Deaf Passenger EXST - Extra Seat INFT - Infant LANG - Language(s) Spoken MAAS - Meet and Assist for customer with cognitive or developmental disability FAM 15.05 SPECIAL CUSTOMER HANDLING CODES 11 Common Special Service Requests Codes, cont. MEDA - Medical Case RSVA - Request Service Animal SVAN - Service Animal Approved WCHC - Wheelchair Needed (Immobile) WCHR - Wheelchair (some stairs/short walks) WCHS - Wheelchair (no stairs/short walks) WCOB - On-Board Wheelchair XXXX - Armed Individual FFFF - Federal Air Marshall PRIO - Board First PRIR - Zone 2 Priority Boarding FAM 15.05 SPECIAL CUSTOMER HANDLING CODES 12 Crew Briefing Introductions Standard Brief * Aircraft and Gate Information Time Consideration Weather/Turbulence Flight Deck Operations and Door Procedures Security Items FAM 55.15 CREW BREIFING 13 *Standard Brief *Standard Brief items that are SOPs: Flight Attendant Manual Compliance Cabin Safety and Security Security Procedures Crew Communication/CRM Emergency Procedures International Operations Tarmac Delay Program FAM 55.15 CREW BREIFING 14 Preflight Checklist - All Flight Attendants ❑ Assist with A/C tidying ❑ Security search (as necessary) ❑ Stow crew luggage FAM 55.20 PREFLIGHT DUTIES 15 Crew Luggage Stowage with FAM A320 A321 A321NEO “A” OHB FWD of row 5 OHB FWD of row 5 OHB FWD of row 5 “B” OHB AFT of row 25 or OHB AFT of row 36 OHB AFT of row 36 underneath last row of or underneath last row or underneath last row seats of seats of seats, A/C right “C” OHB FWD of row 5 OHB FWD of row 5 OHB FWD of Row 5 “D” OHB AFT of row 22 or OHB near Flight OHB AFT of row 36 underneath last row of Attendant assigned or underneath last row seats jumpseat of seats, A/C right “E” - OHB near Flight OHB near Flight Attendant assigned Attendant assigned jumpseat jumpseat FAM 55.20 PREFLIGHT DUTIES-Crew Luggage Storage 16 Assigned Jumpseats ❑ Shoulder Harness ❑ Lap Belt ❑ Seat Pan ❑ Headrest ❑ Flashlight ❑ Life Vest ❑ MRT FAM 35.15 ADDITIONAL CABIN EQUIPMENT – Flight Attendant Jumpseat 17 17 Preflight Checklist “A” ❑ Assigned jumpseat and ❑ FWD equipment ❑ Demo equipment ❑ Zone A (FWD) emergency ❑ PA/Interphone equipment ❑ Slide packs – doors ❑ FAP: properly disarmed ❑ Lights to BRT ❑ Galley-carts ❑ Potable H20 (at least 50% ❑ Lavatory for domestic and 100% for ❑ Flight Deck international) ❑ Waste (drained to 25% or ❑ Food/beverage service below) equipment FAM 50.05 Introduction to Airbus Aircraft FAM 50.15 AIRBUS 320- Pre-flight Checklist FAM 50.20 AIRBUS 321- Pre-flight Checklist 18 Preflight Checklist “B” ❑ Assigned jumpseat and equipment ❑ Unassigned jumpseat(s) ❑ Zone B (AFT) emergency equipment ❑ AFT ❑ PA/Interphone ❑ Slide packs – doors properly disarmed ❑ Galley equipment, sealed carts ❑ Lavatories ❑ Food/beverage AFT galley (including liquor), drink cart prep, and ice the beer ❑ Announcements FAM 50.15 AIRBUS 320- Pre-flight Checklist FAM 50.20 AIRBUS 321- Pre-flight Checklist FAM 50.20 AIRBUS 321NEO- Pre-flight Checklist 19 Preflight Checklist “C” ❑ Assigned jumpseat and equipment Cabin ❑ Seatbacks free of trash ❑ Tray tables stowed and locked ❑ Seatbacks in upright position ❑ Safety Information Cards in every seatback pocket ❑ Seat cushions and life vests ❑ OHB open and empty ❑ Check for items that don’t belong ❑ A320 Overwing exits seals and cover are intact FAM 50.15 AIRBUS 320- Pre-flight Checklist FAM 50.20 AIRBUS 321- Pre-flight Checklist FAM 50.20 AIRBUS 321NEO- Pre-flight Checklist 20 Preflight Checklist “C” A320 ❑ Escape Lines ❑ FWD Seatbelt extensions A321 ❑ FWD Seatbelt extensions A321NEO ❑ FWD Seatbelt extensions FAM 50.15 AIRBUS 320- Pre-flight Checklist FAM 50.20 AIRBUS 321- Pre-flight Checklist FAM 50.20 AIRBUS 321NEO- Pre-flight Checklist 21 Preflight Checklist “D” ❑ Assigned jumpseat and equipment Cabin ❑ Seatbacks free of trash ❑ Tray tables stowed locked ❑ Seatbacks in upright position ❑ Safety Information Cards in every seatback pocket ❑ Seat cushions and life vests ❑ OHB open and empty ❑ Check for items that don’t belong FAM 50.15 AIRBUS 320- Pre-flight Checklist FAM 50.20 AIRBUS 321- Pre-flight Checklist FAM 50.20 AIRBUS 321NEO- Pre-flight Checklist 22 Preflight Checklist “D” A320 A321 ❑ AFT Seatbelt ❑ 3R/3L Doors extensions ❑ Properly disarmed ❑ AFT Demo equipment ❑ Slide pressure bottle ❑ Life Raft ❑ Verify handle cover is closed over door control handle A321NEO ❑ 3R PA/Interphone ❑ 4R PA/Interphone ❑ 3L Seatbelt extensions ❑ AFT Life Raft ❑ Demo Equipment ❑ Emergency Equipment ❑ Life Raft FAM 50.15 AIRBUS 320- Pre-flight Checklist FAM 50.20 AIRBUS 321- Pre-flight Checklist FAM 50.20 AIRBUS 321NEO- Pre-flight Checklist 23 Preflight Checklist “E” ❑ Assigned jumpseat and equipment Cabin ❑ Seatbacks free of trash ❑ Tray tables stowed locked ❑ Seatbacks in upright position ❑ Safety Information Cards in every seatback pocket ❑ Seat cushions and life vests ❑ OHB open and empty ❑ Check for items that don’t belong FAM 50.15 AIRBUS 320- Pre-flight Checklist FAM 50.20 AIRBUS 321- Pre-flight Checklist FAM 50.20 AIRBUS 321NEO- Pre-flight Checklist 24 Preflight Checklist “E” A321 ❑ 2R/2L Doors ❑ Properly disarmed ❑ Slide pressure bottle ❑ Verify handle cover is closed over door control handle ❑ 2L PA/Interphone ❑ 2R Seatbelt extensions ❑ Demo Equipment ❑ Emergency Equipment ❑ Life Raft FAM 50.15 AIRBUS 320- Pre-flight Checklist FAM 50.20 AIRBUS 321- Pre-flight Checklist 25 Preflight Checklist “E,” cont. A321NEO ❑ 3R/3L Doors ❑ Properly disarmed ❑ Slide pressure bottle ❑ Verify handle cover is closed over door control handle ❑ 3R PA/Interphone ❑ 3R Seatbelt extensions ❑ Demo Equipment ❑ Emergency Equipment ❑ Life Raft FAM 50.20 AIRBUS 321NEO- Pre-flight Checklist 26 “A” Primary JUMPSEAT “C” Primary JUMPSEAT outboard (door) inboard (aisle) “A” Secondary JUMPSEAT “C” Secondary JUMPSEAT PAX seat 1C PAX seat 1D “D” Primary JUMPSEAT “B” Primary JUMPSEAT AFT A/C Right, outboard AFT A/C Left, outboard (door) (door) “B” Secondary JUMPSEAT “D” Secondary JUMPSEAT AFT forward-facing (swivel) AFT A/C Right, inboard (aisle) jumpseat or AFT A/C Right, seat or AFT forward-facing inboard (aisle) seat (swivel) jumpseat 27 Flight Attendant Jumpseat Locations A320 (SpaceFlex) “A” Primary JUMPSEAT “C” Primary JUMPSEAT FWD outboard (door) FWD inboard (aisle) “A” Secondary JUMPSEAT “C” Secondary JUMPSEAT PAX seat 1C PAX seat 1D “B” Primary JUMPSEAT “D” Primary JUMPSEAT AFT forward-facing (lavatory- AFT A/C Right, outboard mounted) jumpseat (door) “B” Secondary JUMPSEAT “D” Secondary JUMPSEAT AFT A/C Right, inboard (aisle) A/C Right, inboard (aisle) or PAX seat 31C or PAX seat 31D 28 Flight Attendant Jumpseat Locations - A321 “A” Primary JUMPSEAT “C” Primary JUMPSEAT FWD outboard (door) FWD inboard (aisle) “A” Secondary JUMPSEAT “C” Secondary JUMPSEAT PAX seat 1C PAX seat 1D “E” Primary JUMPSEAT 2L door “E” Secondary JUMPSEAT PAX seat 13A “D” Primary JUMPSEAT 3R door “B” Primary JUMPSEAT “D” Secondary JUMPSEAT AFT A/C Left outboard (door) PAX seat 27F “B” Secondary JUMPSEAT AFT A/C Right, outboard (door) 29 Flight Attendant Jumpseat Locations - A321NEO “A” Primary JUMPSEAT “C” Primary JUMPSEAT FWD outboard (door) FWD inboard (aisle) “A” Secondary JUMPSEAT “C” Secondary JUMPSEAT PAX seat 1C PAX seat 1D “E” Primary JUMPSEAT 3R door “E” Secondary JUMPSEAT PAX seat 29F “D” Primary JUMPSEAT “B” Primary JUMPSEAT AFT A/C Right, outboard AFT lavatory door (door) “B” Secondary JUMPSEAT “D” Secondary JUMPSEAT AFT A/C Right, inboard AFT A/C Right, inboard (aisle) or PAX seat 41C (aisle) or PAX seat 40D 30 Safety Information Cards-Final Assembly in Germany 31 Safety Information Cards-Final Assembly in U.S. 32 Safety Information Cards-Final Assembly in France 33 Check-in Procedures, cont. (40 minutes prior to departure) (45 minutes for headstart flights) Pre-flight checks completed and Flight Attendants ready for customer boarding. (30 minutes prior to departure) Deadheading Flight Attendants obtain seat assignments at gate. FAM 55.10 REPORTING FOR DUTY-Check in Procedures 34 Headstart/Originating Flights Originating flights departing before 1000. First flight of day. Flight Attendants must be ready for customer boarding (preflight checks completed) 45 minutes prior to departure (five (5) minutes earlier than standard flights). FAM 55.10 REPORTING FOR DUTY-Check in Procedures 35 Passenger Boarding 36 Staged Flights Customers will be staged in the loading bridge for flights with short turnaround/ minimum ground time of: – 45 minutes for A320 – 55 minutes for A321/A321NEO Customers will be advised to wait just prior to the door that exits to the ramp and not to wait at the aircraft entrance. Staging will NOT occur if: – Security search is required – Loading bridge temperature too hot or cold FAM 55.25 Passenger Boarding Procedures 37 Staging Procedure 1. CSA walks down loading bridge to verify last customer is off aircraft 2. CSA conducts a face-to-face confirmation with FA “A” that all other FA are on the aircraft – If the minimum crew per aircraft type is not onboard, staging will not occur until all required FAs are on the aircraft 3. FA “A” verifies minimum crew are present and ready for staging of customers 4. Upon confirmation, CSA begins staging customers in loading bridge 5. Prior to scheduled boarding time, FA “A” makes PA to verify all other FAs are ready for customers to board 6. FA “A” advises staged customers they may board the aircraft. FAM 55.25 Passenger Boarding Procedures 38 Standard Boarding (Non-Staged Flights) 1. Just prior to scheduled boarding time, CSA conducts face-to-face confirmation with FA “A” to verify all FAs are on the aircraft and ready to begin customer boarding – If the minimum number of crew is not onboard, boarding will not begin until all FAs are on the aircraft – If FA “A” is not present, another FA should communicate with CSA 2. FA “A” verifies minimum crew are present and ready for boarding – If required number of FAs are not onboard, advise the CSA how many FAs are needed for a full complement. Once all FAs are present and ready to board, a FA (any position) must communicate with the CSA. This may be conducted in person on the aircraft, via phone, or require a FA to go to the gate area. 3. FA “A” advises CSA all FAs are onboard and ready to begin boarding 4. CSA begins boarding customers immediately FAM 55.25 Passenger Boarding Procedures 39 Closing the Main Cabin Door Before Boarding The Main Cabin Door must remain fully open any time the aircraft is parked at the gate, the jet bridge is connected, and the crew is onboard. If customers attempt to board the aircraft while Flight Attendants are completing their pre-flight checks, kindly ask them to wait in the jet bridge. Do not close the Main Cabin Door, as customers could attempt to open the door, possibly causing damage to the aircraft. FAM 55.20 Pre-Flight Duties 40 Passenger Boarding – All Flight Attendants Greet and smile Monitor carry-on Assist with stowage of carry-on items and monitor overhead bin space Child Restraint Systems (CRS) Seat location FAM 55.25 Passenger Boarding Procedures 41 A320 Boarding Positions Overwing Exit Overwing Exit FWD Entry AFT Entry Row Area and Row Area and AFT Area Area FWD Cabin Cabin “A” “C” “D” “B” FAM 55.25 Passenger Boarding Procedures 42 A321 Boarding Positions FWD AFT FWD Exit Row 13 Exit Row 27 Entry Entry Cabin and Mid-Cabin and AFT Cabin Area Area “A” “C” “E” “D” “B” FAM 55.25 Passenger Boarding Procedures 43 A321NEO Boarding Positions FWD Exit Row AFT Exit Row 18 Entry FWD Cabin 29 and AFT Entry and Mid-Cabin Area Cabin Area “A” “C” “E” “D” “B” FAM 55.25 Passenger Boarding Procedures 44 Boarding Federal Air Marshals (FAMs) FAMs may board by any of the three following means: 1. Pre-board prior to crew or customer arrival. FAMs must show credentials to crew if no customers onboard. 2. Split-board: One FAM will board followed by additional FAMs later in the boarding process. Customer Service Agent (CSA) will have previously verified FAM credentials prior to boarding. 3. Board together during general customer boarding. CSA will have previously verified FAM credentials. FAM 20.40 Security – Federal Air Marshals (FAMs) 45 Boarding Order 1. Special Needs – Includes those needing wheelchair assistance or self-identifying at the gate as needing additional time or assistance to board, stow accessibility equipment, or be seated. 2. Diamond Members – Diamond members may board as soon as the boarding process begins or at their leisure. 3. Board First – Customers with “Board First” printed on their boarding pass. REF: FAM 55.25 Passenger Boarding Procedures 46 Boarding Order, cont. 4. Gold and Platinum Members - Gold and Platinum members may board next 5. Zone 1 – Customers who purchased a carry-on bag. 6. Military/Family/Extra Time Boarding – Active and retired U.S. Military personnel with ID, families traveling with children three (3) and under and others requiring additional time. 7. Silver Members - Silver members may board REF: FAM 55.25 Passenger Boarding Procedures 47 Boarding Order, cont. 8. Zone 2 - Customers seated in Premium (+ exit row); those who purchase Priority Boarding, and Barclay cardholders (not elite) – A320 – rows 1, 2, 3, 12, 13 – A321 – rows 1, 2, 3, 10, 13, 26, 27 – A321NEO – rows 1, 2, 3, 18, 19, 29, 30 9. Zone 3 – Customers seated behind the exit rows. – A320 – rows 14 through 31 – A321 – rows 24 through 41 (excluding row 27) – A321NEO – rows 24 through 41 (excluding row 29) REF: FAM 55.25 Passenger Boarding Procedures 48 Boarding Order, cont. 10. Zone 4 – Customers seated between Premium seats and exit rows. – A320 – rows 4 through 11 – A321 – rows 4 through 21 (excluding row 13) – A321NEO – rows 4 through 23 (excluding rows 18 and 19) 11. Final Boarding (only if needed) REF: FAM 55.25 Passenger Boarding Procedures 49 Customer Seating Options UpFront Plus℠ is an aisle or window seat in row one (1) or two (2) of the aircraft where the middle seat is empty. Premium is a seat with extra legroom. This includes row three and all emergency exit row seats (on the A321NEO, seat 30A is the only seat in row 30 considered a Premium seat). Preferred is a seat closer to the front of the plane. This includes row 4 through the last row before the mid-aircraft emergency exit row seats. Standard is any seat that is not UpFront Plus℠, Premium, or Preferred. 50 Flight Attendant Cabin Coverage All Flight Attendants must remain onboard during the entire boarding and the entire deplaning process. (FAR 121.391) Flight Attendant may step off the aircraft if he/she stays within the vicinity of the door. Flight Attendants must not leave the aircraft unless all customers are clear from the cabin. FAM 55.25 PASSEWGER BOARDING PROCEDURES- Flight Attendant Cabin Coverage 51 Flight Attendant Cabin Coverage, cont. Customers may remain onboard during a thru flight; once deplaning has finished the minimum number of Flight Attendants may be reduced per the chart. Minimum Required Flight Attendants (FAR 121.391 and 121.393) Assigned Working Thru Flight Aircraft Positions FAs FAs “A,” “B,” A320 4 2 “C,” “D” A321/ “A,” “B,” 5 2 A321NEO “C,” “D,” “E” FAM 55.25 PASSEWGER BOARDING PROCEDURES- Flight Attendant Cabin Coverage 52 Fueling Procedures Flight Attendants will assume the aircraft is being fueled at all times and applicable fueling procedures are followed. FAM 55.25 PASSENGER BOARDING PROCEDURES- Fueling Procedures 53 Fueling Procedures, cont. During boarding or deplaning, all Flight Attendants will be on board stationed near their exit. Any circumstance that requires fueling with doors closed (remote pad- after diversion) will also require all Flight Attendants on board. Doors will remain armed for evacuation purposes. FAM 55.25 PASSENGER BOARDING PROCEDURES- Fueling Procedures 54 Fueling Procedures, cont. Flight Attendants will perform a visual assessment of the designated exits and must ensure that the area around at least one secondary exit remains clear and unobstructed during the fueling process. This means there is nothing (i.e., carts) blocking access to the OWEs or Mid-Cabin Doors. FAM 55.25 PASSENGER BOARDING PROCEDURES- Fueling Procedures 55 Fueling Procedures, cont. If fueling with a minimum crew on board, the main cabin door (1L) must remain open with jet bridge or stair access and Flight Attendants must be positioned near the open door. FAM 55.25 PASSENGER BOARDING PROCEDURES- Fueling Procedures 56 Fueling Procedures, cont. During boarding All Flight Attendants at boarding stations If fueling is required with doors closed, all required Flight Attendants must be on board. At a remote pad all exits will remain armed. FAM 55.25 PASSENGER BOARDING PROCEDURES- Fueling Procedures 57 Carry-on Baggage Customers are limited to two (2) carry-on items: 1. Personal item (purses, totes, computer bags, briefcases, diaper bags, and kids backpacks) 2. Carry-on bag (large backpacks, small duffel bags, and small suitcases/wheeled bags) Exempted items: food, books, duty-free items, a foot rug, infant/child items, outerwear, mobility aids, a small pillow Must fit in overhead/under seat Once all bags are stowed, “C” notifies the “A” FAM 15.13 CARRY-ON BAGGAGE 58 Skateboards Skateboards are allowed onboard if packed inside a bag or secured against the side of a bag or backpack. The skateboard must be secured to a bag so that it cannot become loose in the overhead bin at any time. Loose skateboards must be gate checked as they pose a safety threat when opening the overhead bin. FAM 15.13 CARRY-ON BAGGAGE 59 Passenger Deplanes Remind the customer to take their boarding pass or ID FA “A” must note the customer’s name If customer doesn’t return, FA “A” must give the name of the customer to the Customer Service Agent (CSA) and baggage must be removed FAM 55.25 PASSENGER BOARDINGPROCEDURES- If Passengers Wish to Deplane 60 Gate-Checked Baggage Tags provided by CSA Remind customer to remove keys, medication, money, jewelry, lithium batteries, valuables Tagged bags in jetway Essentials to arrival gate, else baggage claim FAM 15.13 CARRY-ON BAGGAGE - Gate-Checked Baggage 61 Gate/Cabin Checked Baggage – 30543 Complete: final destination, flight number, SIGNATURE – part to customer, part to CSA Flight Information: complete the flight information from the bottom up ✓ Name Date: Date of travel ✓ FINAL destination Bags will go to baggage claim ✓ Pink section on bag ✓ Section to customer of final destination listed ✓ Section to CSA ✓ Write legibly FAM 68.05 FORMS-Gate/Cabin Checked Baggage 30543 62 Special Handling Valet Baggage Tag Florescent blue in color Used at the gate when a customer is checking Special Handling Valet special handling items. Customer may claim the item at the gate either in the connecting city or final destination. Mark the Deliver to box to indicate delivery location. Make sure there is an identification tag on the item. FLYFRONTIER.COM Ask the passenger to remove important items. 00-00-00 Leave the bag in the loading bridge apron. BACK FAM 68.05 FORMS- Special Handling Valet Baggage Tag 63 Wheelchair Stowage Two (2) folding/collapsible wheelchair in the cabin First come, first served basis Will bump revenue passengers Subject to size restrictions Secured with wheelchair straps or placed in wheelchair pouch if it will not fit on the floor Placed in last row D, E, F Second wheelchair: – A320/A321: Last row A, B, C – A321NEO: Second to last row D, E, F FAM 15.13 CARRY-ON BAGGAGE – Wheelchair Stowage 64 Announcements Announcements are to be delivered as written in the FAM. Maintain a professional, friendly, and respectful tone. Pronounce each word clearly and distinctly. Keep rate of speech constant and slower than normal. Announcements should enhance the flight experience and not be an annoyance or distraction for passengers FAM 30.05 PUBLIC ADDRESS (PA) POLICY 65 Announcements What: General Boarding When: Five (5) minutes after boarding commences and repeated every five (5) minutes until boarding is complete. Whom: Flight Attendant “B” FAM FAM 30.10 PRE-DEPARTURE ANNOUNCEMENTS – General Boarding 66 Announcements What: Expedited Seating After every 20 customers board When: the aircraft and continued until boarding is complete (only for late flights, quick turns, or anytime boarding becomes slow). Whom: Flight Attendant “B” FAM FAM 30.10 PRE-DEPARTURE ANNOUNCEMENTS – General Boarding 67 Expedited Seating Announcement In order to help us depart on time, we need everyone’s cooperation to step quickly into your row to let other customers get to their seats. Thank you. Must-Read 24-47R1 – Announcement Updates - Revision 68 Exit Row Seating Seating criteria: o 15 years of age o Read, speak, understand English o Physically willing and able to assist crew in an emergency o Not require seat belt extension o Have no other responsibilities onboard such as small children FAM 55.30 EXIT ROW SEATING 69 Exit Briefing “You are seated in an exit row. Are you willing and able to assist in an emergency? I will need a verbal response from each of you, please.” (Wait for a verbal response) “Please review the safety information card, and if you have any questions, please let me know.” FAM 30.10 PRE-DEPARTURE ANNOUNCEMENTS-Exit Row Brief 70 A320 Overwing Exit Post Briefing Flight Attendant “C” briefs passengers in the overwing exit rows (12 and 13) and then notifies Flight Attendant “A” that briefing is complete. FAM 30.10 PRE-DEPARTURE ANNOUNCEMENTS-Exit Row Brief 71 A321 Mid-Cabin Door Exit Post Briefing Flight Attendant “D” briefs exit seats at 3L and 3R (row 27 and seats 26 B & C) and then verbally communicates to Flight Attendant “E”: “3L and 3R briefs complete” Flight Attendant “E” briefs exit seats at 2L and 2R (Row 13 and seats 10D & E). When informed by Flight Attendant “D” that mid- cabin exit brief has been completed he/she will inform Flight Attendant “A” via the interphone stating:“Mid-Cabin briefs Complete FAM 30.10 PRE-DEPARTURE ANNOUNCEMENTS-Exit Row Brief 72 A321NEO Mid-Cabin Door Exit Post Briefing Flight Attendant “D” briefs exit seats at 3L and 3R (row 29 and seats 30 A, B & C) and then verbally communicates to Flight Attendant “E”: “3L and 3R briefs complete.” Flight Attendant “E” briefs OWEs (rows 18 and 19). When informed by Flight Attendant “D” that mid- cabin exit brief has been completed he/she will inform Flight Attendant “A” via the interphone stating: “Mid-Cabin briefs complete.” FAM 30.10 PRE-DEPARTURE ANNOUNCEMENTS-Exit Row Brief 73 Passenger Cabin Count Procedure Once boarding is complete, Flight Attendant “D” must provide a complete cabin count by age to the Loadmaster. The cabin count by age must include the following per zone: Adults (13 years and older) Children (2 -12 years old, also referred to as half-weight) Infants (all infants in a seat or on lap, under 2 years old) FAM 55.35 PREPARATION FOR PUSHBACK - Cabin Count Procedure; Life Vests – Infant/Lap Child Count 74 Announcements What: Cabin Count When: Prior to Flight Attendant “D” conducting the passenger cabin count. Whom: Flight Attendant “B” FAM FAM 30.10 PRE-DEPARTURE ANNOUNCEMENTS – General Boarding 75 Expedited Seating Announcement As we go through the cabin to conduct a passenger count, we kindly ask you to take your seats. If you need assistance, Flight Attendants will be available at the completion of the count. Must-Read 24-47R1 – Announcement Updates - Revision 76 Special Care Briefing If needed, a customer may receive a “Special Care Briefing” which includes: – Where to exit – When to exit – “How may I help you?” FAM 15.05 SPECIAL CUSTOMER HANDLING - Briefing Individuals With Disabilities 77 Paperwork CSA provides “A” the Final Paperwork. “A” announces, “Boarding complete.” CSA provides Captain Weight & Balance Paperwork. Report Flight Deck Cabin Final Flight Information List 1 1 ARMD/FLEO/FFDO Passenger List (if no 1 armed individuals no list is provided Fuel Slip 1 FAM 55.35 PREPARATION FOR PUSHBACK – Preparation For Closing The MCD 78 Close MCD/1L vs. Push Close MCD Push Bins – all overhead bins closed. All customers down. Bags – all carry-on bags stowed “Captain, the cabin is underneath seat. secure.” Briefs – all customers in emergency exit row seats briefed. FAM 55.35 PREPARATION FOR PUSHBACK – Preparation For Closing The MCD 79 On-Time Machine: Our Commitment to Punctuality At Frontier, being on time isn't just a goal, it's in our DNA. In 2023, we launched the "On-Time Machine" initiative to celebrate and reinforce our dedication to punctuality. This program empowers every member of our team to ensure we remain an airline known for its reliability and excellence. 80 On-Time Machine, cont. Key Components of the On-Time Machine Initiative: Early Boarding for Headstart Flights: Setting the stage for a smooth, timely departure. Countdown to Departure: Clear and coordinated timelines to ensure seamless operations. Daily Performance Reports: Keeping everyone informed and accountable with our punctuality goals. Flight Communication Cards: Enhancing communication and coordination among crew members. Lanyard Cards: On-the-go reminders of our commitment to on-time performance. 81 Countdown to Departure 60 minutes Check-in for trip on Crew Web (originating pairings) 50 minutes Report to gate Conduct briefing with Customer Service Agent (CSA) to review specials and load factor Board aircraft and complete pre-flight checks 40 minutes (45 minutes for headstart flights) Face-to-face confirmation with the CSA must be completed to ensure all required Flight Attendants are on aircraft and ready for customer boarding Customer boarding begins (Continued on next slide…) Must-Read 24-45 82 Countdown to Departure, cont. (…continued from previous slide) NOTE: If time allows, boarding should begin at the earliest possible opportunity on all turns to ensure an on- time departure. 15 minutes (20 minutes for headstart fights) Complete passenger cabin count Prepare for Main Cabin Door closing 10 minutes Main Cabin Door closed Must-Read 24-45 83 Departure & Taxi Out 84 Announcements What: Prepare Doors-Gate Departure Announcement When: After Captain tells Flight Attendant “A” to shut the door and “A” ensures Flight Deck door is closed. Whom: Flight Attendant “A” FAM 30.10 PRE-DEPARTURE ANNOUNCEMENTS- Prepare Doors - Gate Departure 85 Announcements What: All Call Departure When: After closing MCD (1L) Whom: “A,” “B,” “D” & “E” With only one Interphone in the FWD galley, Flight Attendant “C” is not required to be on the All-Call “A” will share passenger count information with “C” verbally On an A320/A321NEO, Flight Attendant “D” is required to be on All-Call to receive passenger count from Flight Attendant “A” but not required to verbally confirm the AFT doors-“B” will do the verbal verification FAM 30.10 PRE-DEPARTURE ANNOUNCEMENTS – Prepare Doors-Gate Departure 86 “All-Call” Departure The main cabin door has been closed. All customers should remain seated with seat belts fastened, and all carry-on items, including laptops, should remain stowed. Please silence cell phones and other portable devices and ensure they are switched to game or airplane mode. Flight Attendants prepare doors for departure and crosscheck. Standby for All-Call. FAM 30.10 PRE-DEPARTURE ANNOUNCEMENTS - Prepare Doors – Gate Departure 87 Door Responsibilities A320 A320 DOOR ARM OBSERVE 1L “A” “C” 1R “C” “A” 2L “B” “D” 2R “D” “B” 1R 2R 1L 2L FAM 55.35 PROCEDURE FOR ARMING THE SLIDES 88 Door Responsibilities A321 A321 DOOR ARM OBSERVE 1L “A” “C” 1R “C” “A” 2L “E” n/a 2R “E” n/a 3R “D” n/a 3L “D” n/a 4L “B” n/a 4R “B” n/a 89 FAM 55.35 PROCEDURE FOR ARMING THE SLIDES Door Responsibilities A321NEO A321NEO DOOR ARM OBSERVE 1L “A” “C” 1R “C” “A” 3R “E” n/a 3L “E” n/a 4L “B” “D” 4R “D” “B” FAM 55.35 PROCEDURE FOR ARMING THE SLIDES 90 “All-Call” Flight Attendant "A" will initiate the All-Call function on the interphone once FWD doors are armed. Once all Flight Attendant stations have picked up, Flight Attendant “A” will say: This is (Flight Attendant name), 1L & 1R armed Each Flight Attendant station will continue in order based on the aircraft type: This is (Flight Attendant name), 2L & 2R armed (A320 and A321) This is (Flight Attendant name), 3R & 3L armed (A321 and A321NEO) This is (Flight Attendant name), 4L & 4R armed (A321 and A321NEO) FAM 30.10 PRE-DEPARTURE ANNOUNCEMENTS - Prepare Doors – Gate Departure 91 “All-Call”, cont. While on the call, and after each Flight Attendant station has confirmed his/her door is armed, Flight Attendant "A" will visually verify doors armed via the FAP. Once confirmed, Flight Attendant “A” will say “All Doors Verified.” Flight Attendant “A” will provide the cabin count. The PAX count is ___ with ___ infants and ___ ACMs. FAM 30.10 PRE-DEPARTURE ANNOUNCEMENTS - Prepare Doors – Gate Departure 92 All-Call Departure 93 Securing the Cabin Doors are armed and cross-checked Lavatories clear “A” calls the Flight Deck, “Cabin is secure” Safety Demonstration FAM 55.35 PREPARATION FOR PUSHBACK – Procedure for Arming the Slides 94 Announcements What: Airbus (A320, A321, A321NEO) Safety Demo When: Before takeoff “cross check completed” Whom: Flight Attendant “B” FAM 30.15 TAXI ANNOUNCEMENTS- Safety Demonstration 95 A320 Safety Demonstration Positions Reading Announcement “A” “C” “D” “B” FAM 55.40 DEPARTURE AND TAXI-OUT PROCEDURES – Pre-Departure 96 A321 Safety Demonstration Positions Reading Announcement “A” “C” “E” “D” “B” FAM 55.40 DEPARTURE AND TAXI-OUT PROCEDURES – Pre-Departure 97 A321NEO Safety Demonstration Positions Reading Announcement “A” “C” “E” “D” “B” FAM 55.40 DEPARTURE AND TAXI-OUT PROCEDURES – Pre-Departure 98 Safety Demonstration (A320) 99 Cabin Compliance Check ✓ Seat belts fastened ✓ Seat back and tray table in upright and locked position ✓ Carry-on bags stowed (including laptop computers) ✓ Seat back pockets free of personal/service items ✓ Lavatories vacant and doors closed (FWD only locked) ✓ Ensure small hand-held electronic devices are secured or stowed ✓ All exit door port hole window shades must remain open (passenger window shades may remain OPEN). FAM 55.40 DEPARTURE AND TAXI-OUT PROCEDURES – Pre-Departure 100 A320 Compliance Area FWD AFT FWD Cabin AFT Cabin Galley Galley “A” “C” “D” “B” FAM 50.15 AIRBUS 320 -Flight Attendant Demo and Compliance Areas 101 A321 Compliance Areas FWD FWD AFT Mid Cabin AFT Cabin Galley Cabin Galley “A” “C” “E” “D” “B” FAM 50.20 AIRBUS 321-Flight Attendant Demo and Compliance Areas 102 A321NEO Compliance Areas FWD AFT Galley FWD Cabin Mid-Cabin AFT Cabin Galley “A” “C” “E” “D” “B” FAM 50.20 AIRBUS 321-Flight Attendant Demo and Compliance Areas 103 Securing Carts & Atlas Carriers Prior to critical phases of flight (including take off and landing), ensure all Atlas carriers and carts are locked in place with the red latches. Federal regulations and company policy requires all galley equipment to be stowed and secured in compartments for all movement on the surface, during take-off and landing, and when not in use. FAM 10.15 FARs FAM 55.45 In Flight 104 Announcements Flight Attendant “B” Secures AFT galley Flight Attendant “A” Secures FWD galley, dump the coffee, locks FWD lavatory What: Cabin Lighting When: After finishing compliance check Whom: Flight Attendant “C” FAM 30.15 PRE-DEPARTURE ANNOUNCEMENTS- Cabin Lighting 105 Cabin Lighting Phase of Flight Window Ceiling Galley Boarding BRT BRT BRT Taxi BRT BRT BRT Takeoff OFF OFF OFF In-flight OFF OFF DIM 2 Landing Compliance BRT BRT DIM 1 Check Landing OFF OFF OFF Deplaning BRT BRT BRT FAM 55.40 DEPARTURE AND TAXI-OUT PROCEDURES – Cabin Light Settings 106 Cabin Lighting – Red Eye Phase of Window Ceiling Galley Flight Inflight - DIM 2 for Red Eyes service OFF DIM 2 and Night OFF after Flights service FAM 55.40 DEPARTURE AND TAXI-OUT PROCEDURES – Cabin Light Settings 107 Exception for Gate Departure Occasionally there are situations where there is a return to the gate and/or the jetway may be returned briefly to the entry door. Stop. Do not respond without stopping to think Pushback – second time FAM 55.40 DEPARTURE AND TAXI-OUT PROCEDURES – Pushback A Second Time 108 Take Off 109 Flight Attendant Brace Positions During takeoff and landing, assuming a brace position will help reduce injury if there are problems. AFT-facing jumpseat FWD-facing jumpseat FAM 55.40 DEPARTURE AND TAXI-OUT PROCEDURES- Time of Departure (Take-Off) 110 Flight Attendant Brace Positions, cont. AFT Facing Jumpseat: Shoulder harness and seat belt securely fastened, low and tight across hips. Feet flat on the floor, out from under jumpseat. Head resting on seatback (“crown to cockpit.”) Hands in lap. FAM 55.40 DEPARTURE AND TAXI-OUT PROCEDURES- Time of Departure (Take-Off) 111 Flight Attendant Brace Positions FWD Facing Jumpseat: Shoulder harness and seat belt securely fastened, low and tight across hips. Feet flat on the floor, out from under jumpseat. Chin resting on chest. Hands in lap. FAM 55.40 DEPARTURE AND TAXI-OUT PROCEDURES- Time of Departure (Take-Off) 112 Sterile Flight Deck Critical Phase of Flight Under 10,000 feet Approximately 10 minutes FSB sign cycles Refrain from any contact with the Flight Deck except for safety related matters FAM 55.40 DEPARTURE AND TAXI-OUT PROCEDURES – Interrupting Sterile Flight Deck 113 113 In-Flight 114 Announcements What: After Takeoff When: After Takeoff / Sterile Cockpit Whom: Flight Attendant “A” FAM 30.20 INFLIGHT ANNOUNCEMENTS – After Takeoff Announcement FAM 55.45 IN-FLIGHT – After Takeoff 115 115 After Takeoff Flight Attendant “A”: Unlock FWD lavatory Set light per Cabin Lighting Chart All Flight Attendants: Prepare for service Assist with customer needs an inquiries Pass through cabin every 15 minutes once service is completed Check lavatories every 60 minutes to: o Ensure toilet and water functioning o Look for unusual items o Restock supplies as needed o Confine eating to the galley areas out of the view of customers FAM 55.45 IN-FLIGHT – After Takeoff 116 Announcements What: Seat Belt Sign Off When: After Seat Belt Sign is turned off Whom: Flight Attendant “A,” “B,” “C,” “D” or “E” FAM 50.05 FAM 30.20 INLFIGHT ANNOUNCEMENTS- Seat Belt Sign 117 Announcements What: Seat Belt Sign On When: After Seat Belt Sign is turned on and seat belts are checked Whom: Flight Attendant “A,” “B,” “C,” “D” or “E” FAM 50.05 FAM 30.20 INLFIGHT ANNOUNCEMENTS- Seat Belt Sign 118 In-flight Service Type of service is designated by flight time Service starts per ISSG 20 minutes after takeoff but only commences if it is safe All service starts FWD and moves AFT Trash cart used for first pick-up Carts never left unattended Monitor cabin every 15 minutes Check lavatories every 60 minutes Inflight Service Standards Guide 119 Announcements What: Service When: After takeoff, before beginning service Whom: Flight Attendant “A” FAM 30.20 INFLIGHT ANNOUNCEMENTS – Service Announcement 120 120 In-flight Service Discontinued The Fasten Seat Belt sign has been turned on. The Captain has asked that the Flight Attendants be seated as we are expecting some turbulence. At this time, we will discontinue our inflight service. Once it is safe to do so, it will resume. We ask that everyone remain seated with their seat belts fastened while the sign is on. FAM 30.20 INFLIGHT ANNOUNCEMENTS – Turbulence Unsafe (Inflight Service Discontinued) 121 121 Prior to Descent 30 Minutes Prior to Landing Specials to Flight Deck Close, Seal and Secure Service Carts Close FlyTab FAM 55.45 IN-FLIGHT – Prior To Descent 122 Initial Decent 123 Initial Descent Perform seat belt compliance Collect trash items Secure galley (Flight Attendant “A” FWD galley and Flight Attendant “B” AFT galley): All service items stowed Atlas and carts locked in place with red latches FAM 55.45 INFLIGHT-Initial Descent 124 Announcements What: Initial Descent When: Before Landing/FSB sign on Whom: Flight Attendant “B” FAM 30.20 INFLIGHT ANNOUNCEMENTS – Initial Descent Announcement 125 Final Decent 126 Sterile Flight Deck Critical Phase of Flight Under 10,000 feet Approximately 10 minutes FSB sign cycles Refrain from any contact with the Flight Deck except for safety related matters FAM 55.45 IN-FLIGHT – Final descent 127 Announcements What: Final Descent When: Before landing/ sterile Flight Deck Whom: Flight Attendant “B” FAM 30.20 INFLIGHT ANNOUNCEMENTS –Final Descent 128 Arrival Announcement Variation Flight with connections: If ___ is your destination, we ask that you please remain seated and allow those with a connecting flight to deplane first. Flight without connections: For those customers who live in the _______ area, welcome home. For those who are just visiting, we wish you a pleasant stay. Must-Read: 24-47R1 129 129 ✓ Seat belts, seat backs ✓ Tray tables up and locked ✓ Stowage of carry-on bags ✓ Portable Electronic Devices (PEDs) secured or stowed ✓ Food, beverage and trash items FAM 55.45 IN-FLIGHT – Final Descent 130 Final Approach (Landing) Immediately after the landing gear has been lowered, all Flight Attendants: Assume brace position for jumpseat Perform silent 30-second review (CLUE) Observe sterile Flight Deck “Flight Attendants prepare for landing.” FAM 55.45 IN-FLIGHT – Final Descent 131 Arrival 132 Announcements What: Arrival (Taxi-In) When: After landing/off the main runway Whom: Flight Attendant “A” NOTE: Please ask customers to open the air vents and close the window shades upon arrival to ALL destinations during the summer season. FAM 30.25 ARRIVAL ANNOUNCEMENTS – Arrival (Tax-in) FAM 55.50 ARRIVAL AND DEPLANING – Taxi-in Procedures 133 Arrival at the Gate Flight Attendant “A” Adjust all lights to BRT Make “Prepare Door-Gate Arrival” announcement All Flight Attendants Door(s) disarming, cross checking FAM 55.50 ARRIVAL AND DEPLANING – Taxi-in Procedures 134 Door Responsibilities A320 A320 DOOR DISARM OBSERVE 1L “A” “C” 1R “C” “A” 2L “B” “D” 2R “D” “B” 1R 2R 1L 2L FAM 55.50 Arrival and Deplaning 135 Door Responsibilities A321 A321 DOOR DISARM OBSERVE 1L “A” “C” 1R “C” “A” 2L “E” n/a 2R “E” n/a 3R “D” n/a 3L “D” n/a 4L “B” n/a 4R “B” n/a FAM 55.50 Arrival and Deplaning 136 Door Responsibilities A321NEO A321NEO DOOR DISARM OBSERVE 1L “A” “C” 1R “C” “A” 3R “E” n/a 3L “E” n/a 4L “B” “D” 4R “D” “B” FAM 55.50 Arrival and Deplaning 137 “All-Call” Flight Attendant "A" will initiate the All-Call function on the interphone once FWD doors are disarmed. Once all Flight Attendant stations have picked up, Flight Attendant “A” will say: This is (Flight Attendant name), 1L & 1R disarmed Each Flight Attendant station will continue in order based on the aircraft type: This is (Flight Attendant name), 2L & 2R disarmed (A320 and A321) This is (Flight Attendant name), 3R & 3L disarmed (A321 and A321NEO) This is (Flight Attendant name), 4L & 4R disarmed (A321 and A321NEO) FAM 30.25 Arrival ANNOUNCEMENTS - Prepare Doors – Gate Arrival 138 “All-Call,” cont. While on the call, and after each Flight Attendant station has confirmed his/her door is disarmed, Flight Attendant "A" will visually verify doors armed via the FAP and once confirmed say, “All Doors Verified.” FAM 30.25 Arrival ANNOUNCEMENTS - Prepare Doors – Gate Arrival 139 “All-Call” Arrival 140 MCD/1L Opening Flight Attendant “A” Once outside conditions are safe to open the MCD/1L, the Customer Service Agent (CSA) will knock on the aircraft door. If doors have been disarmed and verified, gives a thumbs up though the MCD porthole. Visually verify loading bridge/airstairs are completely pulled up to aircraft before allowing customers to deplane. Thank customers. FAM 55.50 ARRIVAL AND DEPLANING-At the Gate 141 Flight Attendant Panel Inoperable to Verify Doors Disarmed If the Flight Attendant Panel (FAP) is inoperable and Flight Attendant "A" is unable to verify if doors are disarmed: 1. Contact the Flight Deck for verification. 2. Make "All Doors Verified" PA. 3. If Flight Deck confirms doors are disarmed, proceed with giving thumbs up to Customer Service Agent (CSA) through MCD porthole. If doors are not disarmed, Flight Attendants will need to perform another visual check of the doors. FAM 55.50 ARRIVAL AND DEPLANING-At the Gate 142 Deplaning 143 Announcements What: Deplaning When: During Deplaning Whom: Flight Attendant “B” FAM 30.25 ARRIVAL ANNOUNCEMENTS - Deplaning 144 Deplaning Procedures Extend farewells to customers, assist as needed. Open overhead bins. Walk zone verifying no passengers onboard. Flight Attendant “A” remains in the FWD galley. Flight Attendant “C” begins cabin clean-up. Flight Attendant “B” remains in AFT galley. Flight Attendants “E” and “D” remain near their jumpseats and begin clean up procedures. FAM 55.50 ARRIVAL AND DEPLANING- Deplaning Procedures 145 Cabin Clean-up Once all customers have deplaned, all Flight Attendants will assist in the tidying up of the cabin for the next flight: Remove trash from floor, seats, and seat pockets Check that each seat pocket has a safety information card Check lavatories for adequate supplies (i.e. toilet paper, c-folds, etc.) Perform brief security sweep of cabin and galleys FAM 55.50 ARRIVAL AND DEPLANING 146 Crossing Seatbelts To maintain consistency and save time during turns, Flight Attendants should not cross seatbelts when tidying the cabin. The Aircraft Appearance team will cross seatbelts on an aircraft when a security search is performed. This is done so everyone is aware of which seats have been searched. On turns, Aircraft Appearance will not cross seatbelts. MUST-READ: 22-21 – INFLIGHT FLIER 147 After Deplaning Flight Attendant “D” walks to the AFT galley and verifies no customers are in the lavatories, performs a visual scan of the cabin and lavatories, and states on the PA “Cabin Clear.” FAM 55.50 ARRIVAL AND DEPLANING- Deplaning Procedures 148 Remember Cabin Clear FAM 55.50 ARRIVAL AND DEPLANING- Deplaning Procedures 149 After Deplaning Help tidy the plane Bring carts to FWD galley for emptying by station Return trash carts to AFT galley for stowage prior to boarding Go to the hotel Report next day at the designated time and place FAM 55.50 ARRIVAL AND DEPLANING- Deplaning Procedures FAM 55.55 CREW CHANGES AND END-OF-DUTY DAY 150 Review: Who Makes Which Announcements? General Boarding Flight Attendant “B” Expedited Seating Flight Attendant “B” Cabin Count Flight Attendant “B” Prepare Doors-Gate Departure Flight Attendant “A” Taxi (Safety Demo) Flight Attendant “B” Cabin Lighting Flight Attendant “C” After Takeoff Flight Attendant “A” Service Flight Attendant “A” Initial Descent Flight Attendant “B” Final Descent (Approach) Flight Attendant “B” Prepare Doors-Gate Arrival Flight Attendant “A” Seat Belt Sign On/Off Any Flight Attendant FAM 30.00 ANNOUNCEMENTS 151 Irregular Situations Cancelled Flights Deplaning from AFT Delayed Flights Customer Concerns Diverted Flights o Damaged Personal Effects Station Bypass Extended Tarmac Delay FAM 55.65 IRREGULAR OPERATIONS 152 Deplaning from the AFT If deplaning from the AFT, Flight Attendant “B” remains in the AFT galley for deplaning. Flight Attendant “B” Waits for knock at 2L/4L Gives the “thumbs-up” in the porthole Verifies airstairs/ramp are pulled up to A/C before allowing customers to deplane Notifies customers via PA of AFT deplaning FAM 30.25 Arrival Announcements-AFT Deplaning 153 Customer Concerns LAST (Listen, Apologize, Solve, Thank) Direct customers to www.flyfrontier.com Refer to Complaint Resolution Official (CRO) Damaged personal effects- Report on Inflight Incident Report (online) FAM 15.05 SPECIAL CUSTOMER HANDLING-Complain Resolution Official (CRO) FAM 15.35 CUSTOMER AMENITIES, CUSTOMER CONCERNS AND 154 SERVICE RECOVERY-Customer Concerns Extended Tarmac Delay Program (TDP) Passengers are unable to deplane for more than 90 minutes prior to taking off or after landing. This law, 14 CFR Part 259, Once an Extended Tarmac limits long ground holds away Delay has been declared, the from a gate or place where situation shall receive the passengers can’t deplane for primary attention of all three (3) hours on a domestic applicable operational flight and four (4) hours on an personnel. international flight. FAM 55.65 IRREGULAR OPERATIONS- Extended Tarmac Delay Program (TDP) 155 Extended Tarmac Delay Program (TDP), cont. Frontier is committed to the safety and security of all customers, as well as meeting their essential needs while onboard an aircraft which is on the ground for extended period of time without access to a terminal. Flight Attendants should follow the Extended Tarmac Delay Program (TDP) for any delays. FAM 55.65 IRREGULAR OPERATIONS- Extended Tarmac Delay Program (TDP) 156 Extended Tarmac Delay Program (TDP), cont. “A” Flight Attendant - Obtain all information available: Take initiative by asking questions of the Customer Service Agent (CSA) or Captain regarding the delay. Make announcement giving this information to the customers every 15 minutes. Coordinate with the CSA to give as much assistance as possible to misconnecting customers. FAM 55.65 IRREGULAR OPERATIONS- Extended Tarmac Delay Program (TDP) 157 Announcements What: Tarmac Delay When: After Captain makes the first TDP announcement Whom: Flight Attendant “A” FAM 30.30 SUPPLEMENTAL ANNOUNCEMENTS -Delay 158 Delay At the Gate The Tarmac Delay clock starts five (5) minutes after the last customer is boarded. Holding at the gate: If 30 minutes or more, the MCD should remain open and passengers must be notified of their ability to deplane. The MCD/1L may be closed due to inclement weather as long as customers are notified that they have the option of deplaning. FAM 55.65 IRREGULAR OPERATIONS- Extended Tarmac Delay Program (TDP) 159 TDP Responsibilities Delay Flight Attendant Flight Deck Timeline Responsibility/Action Responsibility/Action During the Walk through the cabin to Update passengers: delay every monitor conditions and Delay status and cause. 15 mins. assist passengers. Keep Captain advised: Cabin conditions. Passenger demeanor. Passenger complaints. FAM 55.65 IRREGULAR OPERATIONS- Extended Tarmac Delay Program (TDP) 160 TDP Responsibilities, cont. Delay Flight Attendant Flight Deck Timeline Responsibility/Action Responsibility/Action At gate PA must be made every 15 Maintain communication with door mins., prior to door closing with Flight Attendants on open past and before push back. projected time of scheduled Should customer wish to departure/arrival. departure deplane, ensure: Update passengers on o All belongings gathered. delay status/cause every o Coordinate with Captain 15 mins. for transportation when Notify Flight Attendants at remote parking. when departure is imminent. FAM 55.65 IRREGULAR OPERATIONS- Extended Tarmac Delay Program (TDP) 161 TDP Responsibilities, cont. Delay Timeline Flight Attendant Flight Deck Responsibility/Action Responsibility/Action Off gate or A/C is “A” Makes initial TD Coordinate with parked 15 mins. announcement after Flight Attendants to to 59 mins. captain makes first TDP make PA authorizing announcement. the use of PEDs. Seatbelt sign off and PA authorizing customer cabin movement. FAM 55.65 IRREGULAR OPERATIONS- Extended Tarmac Delay Program (TDP) 162 TDP Responsibilities, cont. Delay Flight Attendant Flight Deck Timeline Responsibility/Action Responsibility/Action 1 hour to 1 Coordinate with Captain Coordinate with Flight hour 44 mins. to provide water service Attendants to initiate via tray or hand. (NO water service. CARTS) Confer with dispatch as Make TDP initial necessary for beverage service updates/options. announcement. FAM 55.65 IRREGULAR OPERATIONS- Extended Tarmac Delay Program (TDP) 163 TDP Responsibilities, cont. Delay Timeline Flight Attendant Responsibility/Action 1 hour 45 minutes Coordinate with Captain to offer snack and to 1 hour 59 water service to passengers via tray/hand. minutes Make beverage and snack announcement. “B” will retrieve the TDKs. “A” and “C” will distribute snacks to each starting in FWD cabin working AFT. “B” (“D” and ”E” if applicable) will distribute snack to each customer starting in AFT working FWD. FAM 55.65 IRREGULAR OPERATIONS- Extended Tarmac Delay Program (TDP) 164 TDP Responsibilities, cont. Delay Timeline Flight Deck Responsibility/Action 1 hour 45 minutes. Authorize Flight Attendants to access the to 1 hour 59 TDK. minutes. Authorize water service to accompany snack service. Confer with dispatch as necessary for updates/options. Inform dispatch the TDK was opened. Provide adequate notice to the Flight Attendants to ensure that the service items are stowed prior to A/C movement. FAM 55.65 IRREGULAR OPERATIONS- Extended Tarmac Delay Program (TDP) 165 TDP Responsibilities, cont. Delay Flight Attendant Flight Deck Timeline Responsibility/Action Responsibility/Action 2 hours (3 Continue to walk Confer with dispatch on a hours for Intl through cabin every plan and time to return to ops at U.S. 15 minutes to the gate if takeoff cannot airports) monitor conditions be accomplished within 3 and assist hours(4 hours intl.) passengers. For arrivals, discuss Keep Captain options of using remote advised. parking and bussing customers. FAM 55.65 IRREGULAR OPERATIONS- Extended Tarmac Delay Program (TDP) 166 TDP Responsibilities, cont. Delay Timeline Flight Attendant Flight Deck Responsibility/Action Responsibility/Action No later than 2 Make the TDP Advise ARC of the need hours 30 return to Gate PA. to return to gate/remote minutes (3 hours Complete cabin parking due to long 30 minutes for walk through for onboard delay. Intl ops at U.S. compliance check to Make PA that the airports) ensure cabin ready aircraft will be returning for taxi. to the gate to comply Compliance Check. with DOT regulations. FAM 55.65 IRREGULAR OPERATIONS- Extended Tarmac Delay Program (TDP) 167 TDP Responsibilities, cont. Delay Timeline Flight Attendant Responsibility/Action Up to, but no later Delay at gate with MCD open. than 3 hours (4 hours PA must be made every 15 minutes and for Intl at U.S. prior to closing and before pushback if airports) flight is not cancelled and PAX remain onboard. PAX may deplane, ensure: All belongings gathered. Coordinate with captain for transportation when at remote parking. FAM 55.65 IRREGULAR OPERATIONS- Extended Tarmac Delay Program (TDP) 168 TDP Responsibilities, cont. Delay Timeline Flight Deck Responsibility/Action Up to, but no later Upon gate/remote arrival coordinate with than 3 hours (4 hours station and Flight Attendants to allow for Intl at U.S. passengers off the aircraft. airports) DOT clock stops once passengers have the ability to deplane. NOTE: If flight is a return to gate and has not canceled, ensure Flight Attendant notified passengers of the ability to deplane to reset clock. Notify dispatch PA was made. FAM 55.65 IRREGULAR OPERATIONS- Extended Tarmac Delay Program (TDP) 169 Extended Tarmac Delay Kit (EDK) Each aircraft is equipped with one (1) Extended Delay Kit (EDK) box containing 240 packages of Biscoff cookies. These snacks are specifically provisioned for the TDP and are NOT authorized for use at any other time. FAM 55.65 IRREGULAR OPERATIONS- Extended Tarmac Delay Program (TDP) 170 170 Tarmac Delay Reporting If tarmac delay is 90 minutes or more, the Captain is responsible to file an Irregularity Report. Flight Attendant “A” must complete an Incident Report. The Company must execute TDP program and investigate any and all customer complaints. 171 F9/Y4 Codeshare “Sold by Volaris/Y4” = Two (2) carry-on items FAM 55.75 CODESHARE 172 Objectives ✓ Know the required Flight Attendant duty items and the different types of report times (first flight of the pairing, first flight at an outstation, international flights.) ✓ Distinguish the assigned pre-boarding, boarding, departure, in- flight, arrival and deplaning duties of each Flight Attendant position. ✓ Be familiar with the assigned announcements of each Flight Attendant position (e.g., who makes them and when.) ✓ Recognize the Extended Tarmac Delay Program (TDP) procedures. 173

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