Airline Cabin Crew Training

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(1)Aviation Training Programme Airline Cabin Crew Training COURSE TEXTBOOK. 1st Edition.

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(3) Aviation Training Programme Airline Cabin Crew Training COURSE TEXTBOOK. International Air Transport Association Montreal — Geneva. 1st Edition.

(4) NOTICE DISCLAIMER. The content of this publication is based on survey results. The opinions given are those of survey respondents and do not necessarily reflect the views of the International Air Transport Association. The information contained in this publication is subject to constant review in the light of changing government requirements and regulations. No subscriber or other reader should act on the basis of any such information without referring to applicable laws and regulations and/or without taking appropriate professional advice. Although every effort has been made to ensure accuracy, the International Air Transport Association shall not be held responsible for any loss or damage caused by errors, omissions, misprints or misinterpretation of the contents hereof. Furthermore, the International Air Transport Association expressly disclaims any and all liability to any person or entity, whether a purchaser of this publication or not, in respect of anything done or omitted, and the consequences of anything done or omitted, by any such person or entity in reliance on the contents of this publication. © International Air Transport Association. All Rights Reserved. No part of this publication may be reproduced, recast, reformatted or transmitted in any form by any means, electronic or mechanical, including photocopying, recording or any information storage and retrieval system, without the prior written permission from: Director IATA Training and Development Institute IATA 800 Place Victoria P.O. Box 113 Monteal, Quebec Canada H4Z 1M1. Aviation Training Programme Ref. No: 8317-01 ISBN 92-9195-823-9 © 2006 International Air Transport Association. All rights reserved. Montreal — Geneva.

(5) AIRLINE CABIN CREW TRAINING COURSE TEXTBOOK TABLE OF CONTENTS Introduction....................................................................................................................................... 1 Module 1 – Introduction to the Cabin Crew Profession 1.0 Introduction to the Cabin Crew Profession................................................................................. 5 1.1 History and Origin of Profession................................................................................................. 6 1.1.1 Key Historical Milestones .................................................................................................. 6 1.2 A Day in the Life of a Crewmember ........................................................................................... 9 1.2.1 A Day in the Life ............................................................................................................... 9 1.2.2 Benefits and Challenges of the Cabin Crew Profession ................................................ 12. Module Summary ............................................................................................................................... 18. Module 2 – Landing the Job 2.0 Landing the Job ........................................................................................................................ 19 2.1 Landing a Job ........................................................................................................................... 19 2.1.1 Resumes and applications ............................................................................................. 20 2.1.2 Training and Certification ............................................................................................... 20 2.2 Minimum Requirements............................................................................................................ 24 2.2.1 Minimum Requirements ................................................................................................. 24 2.2.2 What Skills Do You Have? ............................................................................................. 25 2.3 Grooming and Personal Appearance ....................................................................................... 28 2.3.1 Good Grooming Practices .............................................................................................. 28 2.3.2 Personal Hygiene ........................................................................................................... 29 2.3.4 Hair and Hairstyles ......................................................................................................... 30 2.3.5 Make-Up and Cosmetics................................................................................................ 30 2.3.6 Jewelry ........................................................................................................................... 31 2.3.7 Prescription Eyewear ..................................................................................................... 31. Module Summary ............................................................................................................................... 33. Module 3 – Cabin Crew Healthy Living/Lifestyle 3.0 Cabin Crew Healthy Living/Lifestyle......................................................................................... 35 3.1 Healthy Crew Lifestyle.............................................................................................................. 36 3.1.1 Nutrition and Exercise .................................................................................................... 37. i.

(6) 3.1.2 Proper Lifting Techniques .............................................................................................. 39 3.2 Adapting to Lifestyle Changes.................................................................................................. 42 3.2.1 The Lifestyle of Cabin Crew .......................................................................................... 42 3.3 The Pressures of Frontline Work............................................................................................... 46 3.4 Personal Health ........................................................................................................................ 48 3.4.1 Health Risks Associated with Travel and Flying ............................................................ 48 3.4.2 Other Recognised Effects From Flying .......................................................................... 50 3.5 Security and Safety While Away From Base............................................................................ 52 3.5.1 In Transit and in the Hotel .............................................................................................. 53 3.5.2 When Sightseeing or Leaving Your Room ..................................................................... 54 3.5.3 Emergency Situations to Prepare for When Traveling ................................................... 55. Module Summary ............................................................................................................................... 59. Module 4 – Introduction to the Aviation Industry 4.0 Introduction to the Aviation Industry ......................................................................................... 61 4.1 Airlines, Charters, Private and Corporate Jets ......................................................................... 62 4.1.1 Scheduled Airlines and Alliances ................................................................................... 62 4.1.2 Charters and Corporate and Private jets......................................................................... 67 4.2 Regulatory Agencies and Aviation Regulations ...................................................................... 71 4.2.1 What Is ICAO? ................................................................................................................ 71 4.2.2 Government Agencies in Aviation Safety - CAAs, FAA, and JAA.................................. 74 4.2.3 IATA - International Air Transport Association ............................................................... 77 4.3 Customs and Immigration for Air Travel................................................................................... 78 4.3.1 Customs and Immigration .............................................................................................. 79. Module Summary............................................................................................................................... 83. Module 5 – Introduction to Aircraft and Aviation Familiarisation 5.0 Introduction to Aircraft and Aviation Familiarisation ................................................................. 85 5.1 Aircraft Familiarisation .............................................................................................................. 86 5.1.1 Aircraft Types ................................................................................................................. 86 5.1.2 Aircraft Layout and Terminology ..................................................................................... 87 5.1.3 Aircraft Furnishings, Systems and Terminology............................................................. 90 5.1.4 General Aviation and Ground and Airport Operations Terminology .............................. 95 5.2 Theory of Flight and How Aircraft Fly ..................................................................................... 110 5.2.1 Take Off’s and Landings .............................................................................................. 110 5.2.2 Movement of an Aircraft in Flight.................................................................................. 112. ii.

(7) 5.3 Using Time Zones .................................................................................................................. 117 5.3.1 24-Hour Clock............................................................................................................... 117 5.3.2 Greenwich Mean Time (GMT) and Time Zones........................................................... 119 5.3.4 International Date Line ................................................................................................. 122 5.4 World Airport Codes and Airline Codes.................................................................................. 125 5.4.1 World Airport Codes ...................................................................................................... 125 5.4.2 Airline Designators ........................................................................................................ 126. Module Summary ............................................................................................................................. 128. Module 6 – Crew Member Coordination and Communication 6.0 Crew Member Coordination and Communication .................................................................. 129 6.1 Roles and Responsibilities ..................................................................................................... 130 6.1.2 Cabin Crew .................................................................................................................. 132 6.2 Flight Preparations ................................................................................................................. 135 6.2.1 Pre-flight Crew Briefing ................................................................................................ 135 6.2.2 Pre-flight Preparations.................................................................................................. 139 6.2.3 Flight Preparation ......................................................................................................... 140 6.2.4 Boarding Process ......................................................................................................... 141 6.2.5 Pre Take-Off Preparations............................................................................................ 142 6.2.6 Passenger Safety Briefing............................................................................................ 142 6.2.7 Preparing for Take-off................................................................................................... 144 6.2.8 Preparing for Landing ................................................................................................... 145 6.3 Introduction to Crew Resource Management (CRM).............................................................. 149 6.3.1 Communication, Interpersonal Skills and Handling Information................................... 149 6.3.2 Basics of Crew Resource Management (CRM) ........................................................... 151. Module Summary ...................................................................................................... 155. Module 7 – Customer Service 7.0 Customer Service ................................................................................................................... 157 7.1 Passengers are Guests .......................................................................................................... 158. Module Summary ............................................................................................................................. 166. Module 8 – Managing Passenger Interactions 8.0 Managing Passenger Interactions.......................................................................................... 167 8.1 Care Giving............................................................................................................................. 168 8.2 Giving a Command and Making a Request............................................................................ 172 8.3 Flight and Fight Reactions...................................................................................................... 176. iii.

(8) 8.4 Fear of Flying.......................................................................................................................... 182 8.5 Passenger with Special Needs .............................................................................................. 188. Module Summary ............................................................................................................................. 196. Module 9 – Safety and Emergency Procedures 9.0 Safety and Emergency Procedures........................................................................................ 197 9.1 Accidents and Survivability..................................................................................................... 198 9.1.1 Routine Preparation...................................................................................................... 198 9.2 Evacuation and Emergency Procedure.................................................................................. 202 9.2.1 Unplanned or Planned Evacuations ............................................................................. 202 9.2.2 Emergency Landings.................................................................................................... 203 9.3 Turbulence.............................................................................................................................. 207 9.3.1 Air Turbulence .............................................................................................................. 207 9.3.3 Turbulence Related Incidents....................................................................................... 209 9.3.4 Injury Prevention........................................................................................................... 210 9.3.5 Response to Turbulence .............................................................................................. 211 9.4 Emergency Equipment ........................................................................................................... 214 9.4.1 Types of Emergency Equipment .................................................................................. 214 9.4.2 Types of Evacuation Equipment and Use .................................................................... 216 9.4.3 Firefighting Equipment ................................................................................................. 217 9.4.5 Emergency Equipment for Ditching.............................................................................. 219 9.5 Responding to Fires ............................................................................................................... 222 9.5.1 Classification of Fires ................................................................................................... 223 9.6 Decompression....................................................................................................................... 226 9.6.1 What is Decompression? ............................................................................................. 226 9.6.2 Basic Response Procedures in a Decompression ....................................................... 227 9.7 Hypoxia and How to Recognise it .......................................................................................... 228 9.7.1 Hypoxia......................................................................................................................... 228 9.7.2 Rapid/Explosive Decompression.................................................................................. 229 9.7.3 The Effect of Decompression on the Flight Crew: TUC or Time of Useful Consciousness ............................................................................................................. 230. Module Summary ............................................................................................................................. 232. iv.

(9) Module 10 – Medical Emergencies and Medical Training 10.0 Medical Emergencies and Medical Training.......................................................................... 235 10.1 Emergency equipment on board (First Aid Kit, Emergency Medical Kit, Automatic Defibrillator, Personal Protection).......................................................................................... 236 10.1.1 First Aid and Medical Equipment................................................................................ 236 10.2 Basic First Aid and Personal Protection ................................................................................ 241 10.2.1 Check-Call-Care: First Aid Primer .............................................................................. 241 10.2.3 Protect Yourself! ......................................................................................................... 244 10.3 CPR, AED and Heimlich Maneuver....................................................................................... 247 10.3.1 Assisting Someone Who Has Stopped Breathing...................................................... 247 10.3.2 CPR ............................................................................................................................ 248 10.3.3 AED (Automated External Defibrillator)...................................................................... 251 10.3.4 Heimlich Maneuver..................................................................................................... 252 10.3.5 Sample Cabin Crew Medical Training Syllabus ......................................................... 253. Module Summary ............................................................................................................................. 256. Module 11 – Introduction to Dangerous Goods 11.0 Introduction to Dangerous Goods ......................................................................................... 257 11.1 Dangerous Goods ................................................................................................................. 258 11.1.1 What are Dangerous Goods?..................................................................................... 258 11.1.2 Regulations and Standards ........................................................................................ 259 11.1.3 Classifications of Dangerous Goods .......................................................................... 259 11.1.4 Why Dangerous Goods At All?................................................................................... 260 11.2 Hasard Class Definitions - Identification and Recognition .................................................... 263 11.2.1 Dangerous Goods or Hasard Class Definitions ......................................................... 263 11.3 Precautionary Measures - Enforcement and Reporting ........................................................ 267. Module Summary ............................................................................................................................. 272. Module 12 – Aviation Security 12.0 Aviation Security.................................................................................................................... 273 12.1 Threats to the Industry - Bomb Threats, Hostage/Hijacking, Threatening or Abusive Passengers............................................................................................................................ 274 12.1.1 Who Poses a Threat?................................................................................................. 274 12.1.2 Major Threats to the Aviation Industry........................................................................ 275. v.

(10) 12.2 Recognising and Responding to Suspicious Activities, Disruptive Passengers and Other Threats ................................................................................................................................... 279 12.2.1 Disruptive Passengers ............................................................................................... 279 12.2.2 Response to Disruptive Passengers .......................................................................... 280 12.3 Cabin Crew’s Role in Aviation Security ................................................................................. 289. Module Summary ............................................................................................................................. 292. Module 13 – Introduction to Airline Catering and Food Service 13.0 Introduction to Airline Catering and Food Service................................................................. 293 13.1 Airline Catering ...................................................................................................................... 293 13.1.1 Food Service in the Airline Industry............................................................................. 293 13.1.2 Caterers...................................................................................................................... 294 13.2 Galleys and Equipment Familiarisation ................................................................................. 297 13.2.1 The Galley .................................................................................................................. 297 13.2.2 Pre-Flight Galley Check ............................................................................................. 298 13.2.3 Delivery and Loading of Catering Services ............................................................... 299 13.2.4 Security Procedures ................................................................................................... 300 13.2.5 Types and Codes for Special Meals........................................................................... 301 13.3 Service Types and Levels ..................................................................................................... 316 13.3.1 Service Levels ............................................................................................................ 316 13.3.2 Types of Meal Service................................................................................................ 317 13.4 Food and Service Hygiene .................................................................................................... 321. Module Summary ............................................................................................................................. 326. Glossary ......................................................................................................................................... 327. vi.

(11) Aviation Training Programme. INTRODUCTION Introduction to Cabin Crew Training Welcome to the exciting world of the cabin crew profession! If you have been thinking about becoming a flight attendant, otherwise known as cabin crew, then this course will give you a sound foundation on all aspects of the profession. You will learn about the aviation industry as well as aircraft and how they achieve flight. There is also a module dedicated to the basic terminology and language that you will need to communicate with others in the aviation industry. There will be many challenges along with the rewards of this profession and you will have the opportunity to explore both aspects throughout the course. There are many helpful hints and guidelines to help you navigate the obstacles and challenges you might expect to find once on the job. Some of these hints involve living a healthy lifestyle by following some basic principles of good nutrition and exercise. The course also outlines the basic duties and responsibilities that you will be expected to perform as cabin crew, including safety and emergency procedures, food and beverage service, emergency landing and evacuation, recognising dangerous goods, handling a medical emergency, crew coordination and communications, managing passenger interactions, handling special needs passengers and ensuring the safety and security of crew and passengers. In addition, this course gives you a basic background on effective customer service, which is an essential skill to being a successful cabin crew. After completing this course you will have a clear idea of what it takes to be cabin crew. The assumption is made that you do not have any experience as cabin crew, so that the material covered is basic and written in a style that is easy to understand. Once you have completed this course you will have a good idea on what it takes to land a job as cabin crew and what the minimum requirements are in order to qualify for the position.. Learning Aids To help you successfully complete and enjoy the course in a productive fashion, we have included the following learning aids:. Introduction. 1.

(12) Aviation Training Programme. Real Life Examples These appear throughout the Course. They will provide you with the opportunity to see what you have studied in the context of “real world” situations.. Progress Checks At the end of each Module there is a set of questions and exercises, covering the learning objectives. This provides you with an opportunity to practice for the final exam. These questions enable you to assess your understanding of the concepts discussed. An answer key is provided to help you asses how well you did.. Key Learning Points Key Learning Points are highlighted throughout the text and are designed to emphasise particularly important issues and conclusions.. Summary Each lesson and module ends with a Summary drawing together the main points.. Glossary At the end of the Course, there is a “GLOSSARY” section, which explains the most important terms used in the manual.. Recommended Reading Should you wish to further research a given topic, a list of recommended reading is included at the end of each lesson and/or module.. Examination Procedures The course fee covers the training material and mailing but does not include any expense incurred by the student in connection with the examinations. Examinations leading to an IATA Certificate in Airline Cabin Crew Training will be held in APRIL and OCTOBER of each year at IATA Examination Centres (in Geneva, Miami, Montreal, Singapore and many other locations). The examination must be taken within 18 months of registering for the course. Students who are not successful at the first attempt may retake the examination once at no extra fee, within this period.. 2. Airline Cabin Crew Training.

(13) Aviation Training Programme. Students must notify the IATA Training and Development Institute of their intention to take the examination AT LEAST 2 months before the examination date. Candidates are required to bring their identity card or passport to the examination. Students who register for an examination and do not attend will be recorded as no-show and will automatically lose one examination attempt. This course is designed to make the study of Airline Cabin Crew professionals as enjoyable and as stimulating as possible. We hope we have succeeded. Good luck with the course.. Introduction. 3.

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(15) Aviation Training Programme. 1.0 Introduction to the Cabin Crew Profession MODULE OVERVIEW. Module Learning Ojectives Upon completion of this Module you should be able to: x. Explain how the cabin crew profession has evolved over the years.. x. Describe a typical day in the life of a crew.. x. List the rewards and challenges of the cabin crew profession.. The career as a cabin crew is exciting and allows you to travel to many destinations. Although there are many challenges that come with the job it can also be extremely rewarding. In this module we will look at some of these challenges and offer tips for handling them. The aim of this module is to give an overview of the history of the cabin crew profession and how it evolved over time. We will take a look at the responsibilities of the early cabin crew and how these responsibilities grew over time. This module also describes a typical day in the life of a member of the cabin crew. This section will cover the duties before a flight, on the flight and after landing at the destination.. Module 1 ̛ Introduction to the Cabin Crew Profession. 5.

(16) Aviation Training Programme. 1.1 History and Origin of Profession LESSON OVERVIEW. Lesson Learning Objectives Upon completion of this lesson you will be able to: x. List the key historical milestones.. x. Explain the origin of the cabin crew profession.. When aircraft were introduced in the 1920’s, jobs were created to support operations and expansion. During that period, air travel and commerce were new, and much like today the airline companies looked for ways to provide service and safety to passengers. However, roles and jobs evolved as the industry grew. The profession has come a long way from the very first cabin boys to the well-trained crews of over 300,000 men and women today. The presence and contribution of the cabin crew provides comfort to millions of travelers around the world.. 1.1.1 Key Historical Milestones The airline industry has evolved over the years and has passed through significant milestones that have shaped the entire industry and the cabin crew profession.. CHRONOLOGICAL MILESTONES Below is a list of major dates that have shaped the cabin crew profession:. Did you know? Some of the duties of early cabin crew members included swatting flies after take off and checking bolts on seats to make sure they were securely fastened down.. y In-flight service began with “cabin boys” or stewards in 1922 with Britain’s Daimler Airways. y “Cabin boys” duties included checking passengers in, and weighing and loading mail and luggage. They also offered passengers general comfort and reassurance. In the late 1920s a small lunch service was introduced. y The year 1930 brought about a new direction in cabin crew, as Ellen Church became the first “stewardess”, flying for Boeing Air Transport (later to become United Airlines). Ellen Church was a registered nurse who took flying lessons. After meeting with Steve Stimpson of Boeing Air Transport (BAT) for an airline job, Stimpson decided to create a “stewardess” position for registered nurses. y Stimpson hired Ellen Church as Chief Stewardess and seven additional nurses to represent the airline. They were called the “original eight”.. 6. Airline Cabin Crew Training.

(17) Aviation Training Programme. y On May 15, 1930, Ellen Church launched a career as the world’s first stewardess flying from Oakland, California to Chicago, Illinois. y Other airlines followed Stimpson’s lead hiring “air hostesses” (Eastern Airlines 1933). Swissair was the first European carrier to hire an air hostess in 1934, a woman by the name of Nelly Diener. y By the 1950s government and regulatory agencies began to require that cabin crew on commercial aircraft be thoroughly trained in in-flight safety procedures. In studying accidents and safety procedures over the years, it continued to become apparent that the cabin crews were crucial to the safety and security of passengers in emergency situations. Today strict guidelines regulate cabin crew training programs. Cabin crewmembers play an important role in safety, security and service today. This is a huge change from the loading mail and luggage duties they did in the profession’s early days. GO SEE: Come Fly With Us!: A Global History of the Airline Hostess by Johanna Omelia, Michael Waldock, Collectors Press (March 1, 2003) http://www.united.com/page/article/0,3214,00.html. Progress Check. TRUE. FALSE. 1. Cabin crews provide passengers with service, safety and security.. . . 2. Today’s cabin crew’s profession employs more than 300,000 men and women.. . . 3. The first stewardess was hired to work on an airplane in the 1920s.. . . Module 1 ̛ Introduction to the Cabin Crew Profession. 7.

(18) Aviation Training Programme. Answer Key 1. True 2. True 3. False. Lesson Summary This lesson reviews the origin of the cabin crew profession and the key historical milestones. Although the profession began in 1922 with the cabin boys’ first in-flight service on Britain’s Daimler Airways, as airlines grew so did the demand for airline staff. In 1930, Ellen Church, a registered nurse, became the first “stewardess” for Boeing Air Transport (later to become United Airlines). Steve Stimpson of Boeing Air Transport hired Ellen Church to be the first Chief Hostess, in addition to seven other nurses. They were called the “original eight”. In 1933 and 1934 European airlines followed Stimpson’s lead. In the 1950s, the government and regulatory agencies began to require that the cabin crew be trained in safety procedures. Over the years these training programs have grown, as the cabin crew is crucial for the safety and security of the passengers. Today there are over 300,000 men and women working in the cabin crew profession, ensuring that passengers feel comfortable and safe.. 8. Airline Cabin Crew Training.

(19) Aviation Training Programme. 1.2 A Day in the Life of a Crewmember LESSON OVERVIEW. Lesson Learning Objectives Upon completion of this lesson you should be able to: x. Describe the highlights of one day as a crewmember.. Did you know? A day in the life of a cabin crew brings many rewards and challenges. The key is to be prepared and be flexible.. No matter the type of airline you work for, the duties of a flight attendant are primarily the same. Job responsibilities fall into the categories of safety, security and service. The duties within each of these categories are numerous and challenging. While there are many rewards to being a cabin crewmember, it is also important to understand the challenges and responsibilities that come with the job.. 1.2.1 A Day in the Life How does the day start for a cabin crew? This section will look at the responsibilities of a crew from the moment he or she arrives at the airport to the moment his or her duties end at the destination. This will give you an idea of what it is like to work as a cabin crew. A typical day for cabin crew begins at your home or your hotel on a layover. You’ve set an alarm or have a wake up call that will allow for sufficient time to prepare for your report time at the airport. You have to make sure you have enough time to finish any last minute packing, shower and put on your uniform. You need to leave for the airport early enough so that you have time to drive or take public transportation and still arrive in time to report for duty. Remember, you may be required to be at the airport as much as two hours prior to a flight so it is important to plan accordingly. Packing your bags the night before will make it easier for you to be ready on time. In addition to your personal belongings you must also be sure to pack certain items that are required by your airline. These items must be with you on every flight so double-check that you have them before leaving for work! Most airlines will require the following when you check in at the airport: 1. You must be in full regulation uniform at all times, note that a watch is also required as part of your uniform. 2. Bring your Safety and Emergency Procedures Manual and make sure it is up to date with current information. 3. Carry your passport, and wear your airline identification badge and any other required security clearance badges. Your airline ID will be required to allow you through security and have access to the aircraft. Some airports may require a security clearance ID in addition to your standard airline ID. Note that wearing a uniform does not allow you access to the aircraft or secured airport areas. Module 1 ̛ Introduction to the Cabin Crew Profession. 9.

(20) Aviation Training Programme. without ID. Your airline will assist you in obtaining all necessary identification badges. 4. Airlines may also require that you carry a flashlight. The flashlight may be one that they issue or you may be required to purchase your own. In-flight management or your senior cabin crew will check to make sure you have met all requirements for check in. It is important to double-check these items yourself before leaving for the airport. Once you are checked in, you should have sufficient time to check your mailbox or company email for any changes in procedures. You will also get other important information you need to know before the flight’s departure. One of the reasons you need to arrive early to the airport is to attend a crew briefing led by the captain and/or senior cabin crew or purser. (The purser is sometimes referred to as the in-charge flight attendant or #1 cabin crew). This briefing will take place in the offices or on the aircraft where you will discuss pertinent information about the flight and review safety practices and procedures. At this point you will receive your duty assignments for which you will be responsible before and during the flight. Once the crew briefing is finished you will board the aircraft. This will probably happen about 45 minutes or 1 hour prior to departure (depending on the size of the aircraft and type of flight). At this time you will stow your luggage and complete all the pre-flight duties. Since there are a number of simultaneous tasks to be completed during boarding, the whole process can be quite chaotic if not properly organised. A well-organised crew will make the boarding process seem effortless but in fact the entire crew is very busy. Depending on your assigned duties you will be responsible for completing a check of the emergency equipment, completing security and galley checks and preparing the cabin for boarding. Once this is done the aircraft is ready for boarding. At this point you will probably take a position in a specific area of the cabin in order to perform at least some of the following tasks: y Assisting customers with luggage y Assisting customers with finding their seats y Conducting special briefings as required for special needs passengers and those in emergency exit rows y Answering questions y Offering pillows, blankets and magazines. 10. Airline Cabin Crew Training.

(21) Aviation Training Programme. First and business class passengers generally receive a more personalised service during boarding including amenities, beverages, newspapers and even an offer to hang up their coats. Although first and business class passengers receive extra attention, it is the cabin crew’s responsibility to make all passengers feel both safe and comfortable. As departure nears, the cabin crew must make sure passengers are seated, luggage is properly stowed and the cabin is ready with closets, bins and compartments checked and secured for departure. At this point you will most likely participate in the safety briefing. Once this is completed all cabin crew take their assigned jump seats. After take off, the cabin crew continues to monitor and insure all safety and security policies are followed by everyone during the flight. When the aircraft reaches an appropriate and safe altitude, the cabin crew can begin to offer service. Cabin service may be as simple as beverages on a short flight or multiple meal and beverage service on longer flights. Meal services on long distance flights may take 2 hours to complete. After the meal service, you may still have another 8 hours or longer before landing at your destination. On these longer, international flights, duty free service, in-flight movies and snack services are also provided and must be coordinated. International flights also require the cabin crew to distribute landing cards and appropriate customs documentation to all passengers. Between services, the cabin crew monitors the cabin for additional requests from the passengers, responding to call buttons and perhaps attending to a medical situation or an ill passenger. Furthermore, the cabin crew is required to conduct a cabin walkthrough every 20 minutes. Fortunately, if the flight is long enough you may have the option for a break and the opportunity to eat a meal. Near the end of the flight, you will have to complete any necessary paperwork. For example, you will be responsible for conducting an inventory of the carts containing duty free merchandise or liquor. In addition, international flights may require specific documentation for Customs and Immigration. There is also special documentation that is required by many airlines in the event that any special situations or incidents occur during the flight. Just prior to landing you will secure the cabin by ensuring that equipment is stowed, galleys are secured, overhead compartments and closets are secured and that passengers are seated with seatbelts fastened. Finally you return to your assigned jump seat for landing.. Module 1 ̛ Introduction to the Cabin Crew Profession. 11.

(22) Aviation Training Programme. At the conclusion of the flight and after passengers deplane you may be required to assist with tidying the cabin. If you are on a turn around flight you must prepare to do the whole process again for another planeload of passengers. However, if you’ve traveled internationally you may have already completed 12 or more hours of duty. At this point, you collect your luggage and personal items, deplane and immediately clear customs. Now you can go to your hotel for a much needed rest and layover. Consider the fact that although you woke up at 4am for a 7am departure and it is 12 hours later (it is now 7pm on your body clock), it may be another day or time at your destination. You’ll need your layover to recover from the physical and emotional demands of the day, not to mention jet lag and the effects of being in an aircraft cabin. Taking a much needed rest will rejuvenate you for your next assignment, which may begin within the next 8-12 hours when you will begin the process all over again. Some layovers may allow for a day or two or more before you are required to work on another flight. On the other hand, on some trips you may have a workday that includes one long flight with perhaps many legs or several shorter flights that fly domestically. In all cases it is wise to rest in between flights whenever possible. A day in the life of the cabin crew can be long and exhausting but in most cases they are very rewarding.. 1.2.2 Benefits and Challenges of the Cabin Crew Profession Rewards of the Position As a cabin crew you will be rewarded for your efforts and the time you put in. According to your preferences you might view the rewards of the job differently. While one person might find the traveling and exposure to different cities and cultures an attractive part of the job, others might enjoy the fact that being a cabin crew is not a typical 9am to 5pm position. Schedule Flexibility The 24/7 world of aviation with hundreds of flights per day offers great variety in scheduling when compared to traditional 9 to 5 office work. While you may not have total control of all aspects of scheduling early in your career, as you progress you learn how to manage and trade your schedule. You can choose to work longer strings of days in a row with more days off together or perhaps lots of short trips so that you are home more regularly. These options may vary from airline to airline but you should be able to discover means to make your schedule work for you.. 12. Airline Cabin Crew Training.

(23) Aviation Training Programme. Geographic Flexibility and Opportunity As cabin crew you may find yourself living temporarily in one city while you are actually based in another city giving you the opportunity to move to a city for a short period of time to gain new perspectives. If you are a person that likes to experience life in different cities, then geographic flexibility is certainly a favorable reward. Benefits Packages While there is no standard rule for benefits packages, as they vary by airline and country, you will most likely have vacation and holiday time (although you may not have holidays off you may receive compensation or alternate time off for those days). In addition, it is common to have health care and other standard offerings from major companies. Travel Benefits One of the biggest benefits to airline personnel is the opportunity to travel for a nominal charge to cover appropriate taxes and fees. While this is a great option one must also remember that you travel according to “space available” or non revenue, which means you will get on a flight only when seats are available. Joining the airline community also means that you have access to travel benefits with other airlines worldwide (depending on the agreements your airline has with other airlines), hotels, cruises and other travel entities at reduced rates. Cabin and flight crew also have additional perks that sometimes allow them to travel on jump seats of other airlines.. Module 1 ̛ Introduction to the Cabin Crew Profession. 13.

(24) Aviation Training Programme. Cities, Cultures and Customs As cabin crew you will have the opportunity to see and visit places without having to plan a vacation or personal time there. You will also encounter people from around the world giving you an opportunity to learn about cultures and customs from a first hand perspective by either providing service to people of a different culture or by enjoying a layover in a new city. Being cabin crew provides wonderful learning opportunities, as even the smallest cities of the world have fascinating places and people to encounter. Furthermore, there is a chance that in your career you will encounter dignitaries and persons of fame who can be very interesting to have on a flight.. Challenges of the Position Although there are numerous rewards in the cabin crew profession, some of these rewards can be seen as challenges as well. For example, while you might view an aspect of the job as a reward, your colleague or another crew might view it as a challenge. Schedules Although at times a varying schedule is a reward, you might also find it a challenge to be required to work holidays and weekends causing you to be away from family and friends. Although many cabin crew have some control over their schedule, you are also expected, at all times, to be flexible in the days you work and where you fly. There are other scheduling challenges that come with the profession of working in the airline industry, such as delays caused by an aircraft’s mechanical problems. Bad weather can impact your. 14. Airline Cabin Crew Training.

(25) Aviation Training Programme. schedule too. Though you are scheduled to return home at a certain date and time there may be conflicts with the schedule that are out of your control. However, one could look at this aspect of the profession in a positive way because knowing how this situation may feel helps you empathize with an upset passenger who might be facing the same problem. Finances Depending on your financial situation when you begin your career, finances can be a challenge in the early days of becoming a cabin crewmember. Most airlines, especially in today’s challenging business environment, do not provide compensation while you are in training. However, if they do it is generally a nominal amount to cover daily expenses. Some airlines offer a bonus or pay at the successful completion of training. It is important to consider a few financial aspects about the profession before making a decision to train to be a cabin crewmember. For instance you may have to complete 6-8 weeks of training without a regular paycheck. In addition, though you might complete the training, you may not be in sequence to receive a paycheck until you complete several trips or a scheduled month of flying. In order to be sure of the type of compensation you may receive after your training, first research the airlines you are considering working for in order to have some idea of what they offer. Some airlines may offer short-term housing or reduced rate lodging during the training. This is common for training centers that are away from where they domicile. That is to say, the training centers are often far from the crews’ home base or where they will live after completing the training. Airlines will also vary in how they handle uniforms. While some airlines provide them, others require that you pay for your first uniform. This often happens in several installments over a certain period of time. You should factor the expense of the uniform, along with the cost of appropriate shoes, luggage and other items that you may be required to have such as a passport, watch and vaccinations. It is also important to consider how you handle your finances and banking while traveling as a cabin crewmember. A credit card is recommended when traveling, as many hotels will not let you charge things to your room without putting a card on record for incidentals. The actual hotel lodging is arranged and paid for by the airline for layovers; however, you will be personally responsible for any charges incurred to your room for food, phone service, Internet service and movies. (Airlines will often negotiate with hotels to. Module 1 ̛ Introduction to the Cabin Crew Profession. 15.

(26) Aviation Training Programme. receive discounts on services for crew – such as local phone access, meals, gym and facility fees). The Work Another reward that can also be seen as a challenge is the fact that the cabin crew profession is a “frontline service” position. As a cabin crew you are working with people all day, every day, which can be physically and emotionally demanding. You will be subject to dealing with irate and very irrational passengers, in addition to those who become intoxicated and are difficult to deal with. Furthermore, you may work long days or all night so it is important to get at least 8-12 hours of rest when you are off duty. This will enable you to prepare for getting back to work the next day, especially if you are called to work last minute. In addition, it is important to pack light but with the unexpected in mind. Be prepared for the fact that on one flight you may have a layover in a warm or tropical climate but then be rescheduled for a flight that lands in a city that is snowy and cold. These tips will help overcome some of the challenges that come along with an otherwise rewarding profession as a cabin crew.. Progress Check 1. When you check in for a flight as a crew, you should possess these items. a) a watch c) airline ID. b) passport d) compass. 2. What are the rewards of the cabin crew profession? 3. What are some reasons why it is important to research the airline before going for the initial training? 4. List at least three tasks you will perform during boarding.. 16. Airline Cabin Crew Training.

(27) Aviation Training Programme. Answer Key 1. a, b and c 2. Numerous places and cultures one gets to experience as cabin crew member. As a cabin crew member you do not have a typical 9-5 schedule and are often able to manage and trade your schedule to suit your needs. 3. Many airlines do not offer compensation during the several weeks training period, which is an important factor to consider when choosing an airline. Research the different benefits the cabin crew is eligible for such as vacation time, reduced fares on flights and health-care. 4. y Assisting customers with luggage y Assisting customers with finding their seats y Conducting special briefings as required for special needs passengers and those in emergency exit rows y Answering questions y Offering pillows, blankets and magazines. Lesson Summary This lesson looks at the key points of the day in the life of a cabin crewmember. A cabin crew’s day usually begins by checking-in early so that you are ready for duty 1-2 hours before the flight, depending on whether it is an international flight or not. During this time you will attend a crew briefing usually led by the captain or the senior cabin crew or purser. When you report for work you are required to have: 1. Your regulation uniform and a watch 2. Your cabin crew manual that has up to date information 3. Passport, airline ID and security badges 4. A flashlight. Module 1 ̛ Introduction to the Cabin Crew Profession. 17.

(28) Aviation Training Programme. Besides in-flight duties like serving beverages and meals the cabin crew is concerned with the safety and comfort of the passengers. It is important to note that the cabin crew profession is a “front-line” service, which means that you are constantly interacting with people. This lesson also reviewed some of the rewards and challenges of the cabin crew profession, including travel benefits, cultural experiences, financial benefits, scheduling and lifestyle challenges to name a few. The key to a successful experience as cabin crew is being prepared and maintaining a calm and flexible attitude.. MODULE SUMMARY This module gives an overview of the history of the cabin crew profession, as well as some of the personal aspects of the job. The historical information regarding the beginning of the profession gives some perspective on how the profession has evolved from the “cabin boys” of the 1920s to over 300,000 cabin crewmembers today. After learning about a “Day in the Life” you have a better idea of the tasks a cabin crew can expect to perform in one day as well as the rewards and challenges one faces in the profession as a whole. Though there are numerous rewards and travel benefits this module also examines the challenges one might face as a cabin crew professional. Furthermore, the module looks at the different benefits a cabin crew may be offered in terms of health care and additional perks. Finally, the module urges you to research these factors before choosing an airline. To prepare for the final exam, complete the progress checks found at the end of each lesson several times. You know you are ready for the final exam when you are able to perform the actions listed in the module and lesson objectives.. 18. Airline Cabin Crew Training.

(29) Aviation Training Programme. 2.0 Landing the Job MODULE OVERVIEW. Module Learning Objectives Upon completion of this Module you should be able to: x. Identify sources and list the steps and requirements for starting a cabin crew career.. As with any job, there are certain steps that you need to take to prepare yourself when applying for a job as cabin crew. Before applying for a position as cabin crew you need to ask yourself: y Do I meet the minimum requirements for the job? y Where do I go to apply for a job? y Do I understand common hiring practices and procedures for the airline industry? y What information do I need to have in order to apply for a job as cabin crew? y What will the training be like, if I get hired? These and many other questions will be answered when you complete this module, which will give you an overview of what you need to do and how you should prepare to land a job in the airline industry and in particular as cabin crew (or flight attendant). You will be introduced to the general application process and minimum requirements for applying on a job as well as basic personal hygiene and grooming requirements for the position of cabin crew.. Lesson Learning Objectives Upon completion of this lesson you should be able to: x. Identify different sources of recruitment in the airline industry.. x. Identify common recruitment practices.. x. Identify key elements and information that should be included in resumes and applications.. x. Explain the training and certification process for cabin crew (where applicable).. 2.1 Landing a Job LESSON OVERVIEW These days you can view and apply for vacant cabin crew positions online. Most major airlines have information on their websites regarding cabin crew hiring and the application process. Some airlines have links to contractors that do the hiring and recruitment for them. Traditional advertisements in local or national newspapers are still used today but mainly for large-scale hiring. To this day, the cabin crew profession is perceived to be prestigious and even glamorous. Therefore, airlines receive thousands of applicants every year and you have to be prepared to compete with many other aspiring cabin crew. This lesson gives you a detailed idea of the various steps in the recruitment process, starting from submitting the application to being called for an interview and ending up in training. You will also be introduced to some of the skills and experiences that are required by airlines. This lesson concludes with a look at the training aspect of the cabin crew as you will be introduced to the training process and content that will be covered during training sessions.. Module 2 ̛ Landing the Job. 19.

(30) Aviation Training Programme. 2.1.1 Resumes and applications. Key Learning Point You will probably participate in a group interview during the hiring process.. Depending on the airline, some will require that you fill out their application form while others may accept your resume/CV and cover letter. If possible, it is recommended to submit both. Remember to highlight the most important skills and experiences you have that fit within your customer service background. To apply for a job you must be able to sell yourself by highlighting skills that airlines are looking for. Review your previous work or life experiences that will translate to skills you will need as cabin crew. Mention any skills or experiences in your past that would translate well to this career such as medical background, security background, volunteer work, taking care of children or the elderly, or work in any service or customer relations business. Focus on customer service and/or jobs that involved people, even for a short duration. If you have held a waiter/waitress job during your college days, it could prove helpful to mention in your application. In addition, completing tasks efficiently, good attendance and dependability is paramount in this industry. It would be beneficial to mention these qualities in your work history. Airlines require an extensive background and criminal records check. Take the time to organise and list all the places you’ve worked at and lived in. Some countries/airlines require 5 years and others may require as many as 10 years of background check. You should also list any language, computer, or first aid courses you may have taken. If you have no experience in these areas, it is advisable to take a class or two that will contribute to these necessary skills. Similar to applying to other professional jobs, your resume/ application should show professionalism. This includes proper use of grammar and correct spelling. Ask someone with experience to read your CV/resume and your cover letter in order to get feedback before you submit it. Remember, first impressions are very important!. 2.1.2 Training and Certification Becoming a member of the cabin crew requires extensive training. For that reason, every reputable airline will have its own training program or will require you to complete one through their contracted training provider. Since the aviation industry is very heavily regulated and the primary responsibilities revolve around safety for the public, each airline must maintain a training program that meets specific standards. Training. 20. Airline Cabin Crew Training.

(31) Aviation Training Programme. programs vary in length from 4-12 weeks. After the completion of the initial training you may be on a probation period or trial period for approximately 3-6 months. With such relatively long training programs, the content that is covered is diverse in nature. As a trainee, expect training to include the following topics: y Company history and orientation. y Safety and emergency procedures. y Drills and simulation exercises for firefighting, operating emergency equipment and ditching (you will be in a pool and required to swim and board life rafts. You will also become familiar with the survival equipment contained in the life rafts). y First aid. y Aircraft familiarisation (studying and understanding each type of aircraft that the airline flies, including how exits operate, the location of equipment and aircraft features). y Customer service and how to handle passengers with special needs. y Service (food preparation and presentation and serving standards). y Administration (paperwork, bidding, schedules). y Initial orientation experience (you will be sent on a short flight or two and observed by a training instructor or certified personnel. You will assist the working crew for the flight). The training is intense and focused. You will be tested on the material almost daily and passing grades must be maintained throughout the training or you may fail the course. Expect to attend a full day of class as well as spending additional time in the evening studying. After graduation, you will return every year for a refresher training (sometimes called recurrent training) to review safety and emergency procedures and other important topics related to the job.. Module 2 ̛ Landing the Job. 21.

(32) Aviation Training Programme. Progress Check TRUE. FALSE. 1. Group interviews are done to observe communication and listening skills with others.. . . 2. Once an applicant has completed the online application or submitted an application, he/she will immediately be invited to a one on one interview.. . . 3. Training programs can vary in length from 4-7 weeks.. . . 4. After the completion of training you may be on a probation period or trial period for 3-6 months.. . . 5. Describe the hiring process adopted by airlines. 6. What are interviewers looking for in potential candidates for the cabin crew profession? 7. List at least 6 topics covered in training sessions.. Answer Key: 1. True 2. False 3. True 4. True 5. y Fill out application on line y Telephone interview y Group interview y One-on-one interview y Medical examination y Background check y Training. 22. Airline Cabin Crew Training.

(33) Aviation Training Programme. 6. y Customer service and or community work experience y Flexible (cope well with change), work well under pressure, good communication skills, friendly, able to work in teams, good presence, body language and poise 7. y Company history and orientation y Safety and emergency procedures y Drills and simulation exercises y First aid y Aircraft familiarisation y Customer service y Service y Administration y Initial orientation experience. Lesson Summary This lesson explored the process that you will follow when applying for a job as cabin crew. You now can prepare properly for the application and interview process, which can include: filling out an application, an initial phone interview, group interviews that can last a day or more and one-on-one interviews. These interviews are conducted because the companies need to select only a few very qualified candidates from thousands of applicants. In the next lesson you will be introduced to the minimum requirements for qualifying as a cabin crew.. Module 2 ̛ Landing the Job. 23.

(34) Aviation Training Programme. 2.2 Minimum Requirements LESSON OVERVIEW. Lesson Learning Objectives Upon completion of this lesson you should be able to: x. x. Airlines or placement agencies hiring cabin crew will have varying requirements depending on the airline and the country. Corporate and private jet requirements for cabin crew are often much more defined and specialised. While there may be some variation, most airlines will look for some minimum requirements for the job. It is strongly suggested that you research the airline to which you are applying, to ensure that you meet the necessary qualifications.. Identify the minimum requirements to be considered for a cabin crew position.. The following lesson will give you a clear idea of what minimum requirements airlines generally look for.. Identify basic skills and traits needed to be considered for a cabin crew position.. Requirements vary between airlines some of which involve skill and others personal traits and characteristics. Skills can always be learned, however, there are some requirements that deal with such things as age and height, which cannot be acquired. Listed below are the minimum requirements that airlines take into consideration when making hiring decisions:. 2.2.1 Minimum Requirements. y Minimum age requirements vary worldwide between 18 and 21 years. y Height requirements are generally between 1.57m and 1.85m. y Weight should be in proportion to height and you should be in excellent physical and medical condition. Many airlines will conduct a medical check including vision and hearing screening and ask you to take a drug test. Contact lenses and eyeglasses are allowed. Most airlines will also require that you have the ability to swim. y Background check (work history and criminal record) varying from 5-10 years depending on the requirements of the country or airline that you are applying to. y Some airlines may have specific language requirements of fluency in one or more languages. Multiple language skills are a hiring advantage at most airlines. If an airline flies internationally you must be able to speak English as aviation’s international language. y You must be a holder of a valid passport without restrictions. (You may be asked to bring it to your interview).. 24. Airline Cabin Crew Training.

(35) Aviation Training Programme. y High school diploma or certificate of completion is required by most airlines, but university education is not required for all airlines: In case you were wondering why airlines have height and weight requirements, they are for health and safety purposes. You must be tall enough to reach overhead lockers and compartments, as well able to easily move throughout the cabin aisle and emergency exits. Medical tests are often done as a precaution to make sure that you are fit for the environment you will be working in. Hearing is often tested, as well as adequate back and shoulder strength.. 2.2.2 What Skills Do You Have? Airlines base their hiring decisions on skills you possess and experiences you have under your belt. Listed below are experiences and qualities that airlines generally look for in candidates for cabin crew. Place a checkmark (9) next to the ones that you think apply to you. This checklist will help you identify which areas need further development. Customer service experience Strong communication skills Experience in dealing with the general public First aid or medical training Ability to work well in a team Good judgment Ability to handle pressure in stressful situations Outgoing Flexible Positive self image with excellent grooming and appearance Outstanding attendance and dependability Willingness to work on an unpredictable schedule, holidays, nights and weekends. Module 2 ̛ Landing the Job. 25.

(36) Aviation Training Programme. Progress Check 1. Minimum age requirements vary worldwide between ___ and ____ years. a) 24 b) 21 c) 18 d) 25 2. Height requirements are generally between ____ and 1.85m a) 1.46m b) 1.57m c) 1.64m d) 1.73m 3. List at least 4 skills and/or qualities for employment as cabin crew. ___________________________________________________ ___________________________________________________ ___________________________________________________ ___________________________________________________. 26. Airline Cabin Crew Training.

(37) Aviation Training Programme. Answer Key 1. c) and b) 2. b) 3. y Customer service experience y Strong communication skills y Experience in dealing with the general public y First aid or medical training y Ability to work well in a team y Good judgment y Ability to handle pressure in stressful situations y Outgoing y Flexible y Positive self image with excellent grooming and appearance y Outstanding attendance and dependability y Willingness to work on an unpredictable schedule, holidays, nights and weekends. Lesson Summary You are now more familiar with the qualities and skills the airlines are looking for in new recruits for cabin crew. You are also able to identify which of these you already possess and can begin to think about what qualities or skills you need to develop before applying for a position as cabin crew.. Module 2 ̛ Landing the Job. 27.

(38) Aviation Training Programme. 2.3 Grooming and Personal Appearance. Lesson Learning Objectives Upon completion of this lesson you should be able to: x. Assess what are the acceptable standards for grooming and professional appearance for cabin crew professionals.. x. List generally accepted practices and identify how you will apply these to your grooming in preparation for the cabin crew profession.. LESSON OVERVIEW Airlines have high expectations for personal appearance and grooming. As cabin crew you will be highly visible and the way you represent the airline is important. The customers’ impression is influenced by image. Looking professional and well groomed also gives the customer a sense of confidence and reassurance in your abilities as a cabin crew professional and the services that you provide. First impressions are lasting and you will make them even before you get to the aircraft while riding public transportation or walking through the airport. Your appearance and conduct matter because any time you are wearing the airline’s uniform you are representing the company. This lesson will look at common grooming practices required by airlines. These include personal hygiene, hairstyle, make up, jewelry, and prescription eyewear.. 2.3.1 Good Grooming Practices Good grooming and appearance will start long before you take the first flight. Look your best at the interview process and continue to do so throughout training. Each airline will have exact standards for hair, jewelry, make up and other personal grooming requirements, these are considered part of the uniform. In addition many of the standards and guidelines are set with personal safety in mind. You. 28. Airline Cabin Crew Training.

(39) Aviation Training Programme. will learn about them during training and you will be expected to maintain those standards in order to successfully complete the program. Most airlines consider the following grooming and attire standards to be a condition of employment. Treat your approach to appearance each day in training as if you were going to a job interview. Just because you’ve been offered a spot in a training class does not mean your appearance or anything else can slide until you graduate. Every day you will be assessed and evaluated on your skills, abilities, participation, appearance and your image. Do not take it lightly when you are given feedback to improve or change some aspect of your look to meet standards. Use feedback as an opportunity to learn and grow. The following are categories where you will be expected to maintain airline standards. The descriptions are general and you can expect further detail in an airline’s uniform and appearance manual.. 2.3.2 Personal Hygiene You are expected to maintain proper hygiene standards at every moment of your work. High standards in this area require fresh breath, clean teeth, and a clean body (particularly hands and fingernails). Your complexion should be healthy, clean and clear. Maintain (or begin) a good skin care routine with cleansers and moisturizers that work for your skin type. Regular care and moisturizing will be key in keeping your skin healthy in the cabin environment. You will be required to maintain a clean body and fresh scent, free of unpleasant or unclean odors. Always use deodorants, perfumes and mouthwash to make sure that you smell your best at all times. Light colognes, after shave or scented lotions are acceptable but be mindful that others may have allergies. Also, be aware that in a confined airplane cabin too much perfume or cologne can be overwhelming for others. Fingernails and hands should be well maintained. As a cabin crew your hands will take a beating from the dry environment and constant washing. Fingernails should be clipped short. Women’s fingernail requirements may vary according to airline regulations but length and color of nails should be uniform, without extreme colors, jewels or adornments. Since you will be working extensively with your hands, extremely long nails may inhibit your ability to do your job as best as possible and can easily be ripped or broken during service. 6.5 mm beyond the tip of the nail is a recommended length for women.. Module 2 ̛ Landing the Job. 29.

(40) Aviation Training Programme. Although tattoos may have different cultural or religious importance in certain societies and are currently fashionable, most airlines require you to cover them completely.. 2.3.4 Hair and Hairstyles Hair must be clean and styled appropriately for a professional business look. It should be styled so that it does not fall into your face during meal services. Hair for females: In general most airlines will allow hair that is shoulder length or shorter to be worn loose. If your hair is longer there are requirements to have it secured in a braid, ponytail or worn up in a twist/knot/chignon. Loose strands, hanging wisps, or tendrils do not represent a professional image. As you evaluate your own style be mindful of the necessary maintenance that this job entails. Long days, early mornings, and short timeframes in which you must ready yourself should be taken into account. Hairstyles that require extensive amount of time to fit the standards can be frustrating. Hair products used should compliment a style and not distract from it. Hair accessories should not be extreme or distracting. You should try to keep hair accessories to a minimum. Extreme styles and unnatural colors are not generally accepted. Dyed hair should not show visible roots. Hair for males: In general, hair should not extend below a shirt collar or past the ear on the sides. The style should be neat and clean without extreme curls or length. Bald and shaved heads are acceptable. Hair on closely shaved heads should be of an even length. Beards, goatees and mustaches are generally allowed if they are conservative in style. However, they must be fully-grown and trimmed to fit the contour of the face. Otherwise face should be clean-shaven without stubble or visible growth. 2.3.5 Make-Up and Cosmetics Some airlines may require women to wear makeup as a means to look their best. If worn it should be natural and complimentary to the skin tone. Remember that the purpose of make up is to enhance overall appearance and not detract from it.. 30. Airline Cabin Crew Training.

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