HIGH LEVEL AVIATION ACADEMY

FLIGHT ATTENDANT COURSE

TABLE OF CONTENTS
PART ONE:
Aviation security …………………………………………………………………………….
PART TWO:
Duties and responsibilities ……………………………………………………………..
PART THREE:
Rules and regulations …………………………………………………………………….
PART FOUR:
Airline operations ………………………………………………………………………….
PART FIVE:
Grooming & Social Etiquette…………………………………………………. …….
PART SIX:
First aids ……………………………………………………………………………………..
PART SEVEN:
Passengers handling ……………………………………………………………………...
PART EIGHT:
In-flight services……………………………………………………………………………..
PART NINE:
Emergency Equipments and Emergency Procedures………………………
PART TEN:
Crew recourse managements (CRM) ………………………………………………
PART ELEVEN:
Dangerous goods……………………………………………………………………………

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General Definitions:

Acts of unlawful interference. These are acts or attempted acts such as to jeopardize the safety of civil
aviation, including but not limited to:

• Unlawful seizure of aircraft,

• Destruction of an aircraft in service,
• Hostage-taking on board aircraft or on aerodromes,
• Forcible intrusion on board an aircraft, at an airport or on the premises of an
aeronautical facility,
• Introduction on board an aircraft or at an airport of a weapon or hazardous device
or material intended for criminal purposes,
• Use of an aircraft in service for the purpose of causing death, serious bodily injury,
or serious damage to property or the environment,
• communication of false information such as to jeopardize the safety of an aircraft
in flight or on the ground, of passengers, crew, ground personnel or the general
public, at an airport or on the premises of a civil aviation facility.
Aerial work. An aircraft operation in which an aircraft is used for specialized services such as agriculture,
construction, photography, surveying, observation and patrol, search and rescue, aerial advertisement,
etc.

Aircraft security check. An inspection of the interior of an aircraft to which passengers may have had
access and an inspection of the hold for the purposes of discovering suspicious objects, weapons,
explosives or other dangerous devices, articles and substances.

Aircraft security search. A thorough inspection of the interior and exterior of the aircraft for the
purpose of discovering suspicious objects, weapons, explosives or other dangerous devices, articles or
substances.

Airside. The movement area of an airport, adjacent terrain and buildings or portions thereof, access to
which is controlled.

Background check. A check of a person’s identity and previous experience, including where legally
permissible, any criminal history, as part of the assessment of an individual’s suitability to implement a
security control and/or for unescorted access to a security restricted area.

Behaviour detection. Within an aviation security environment, the application of techniques involving
the recognition of behavioural characteristics, including but not limited to physiological or gestural signs
indicative of anomalous behaviour, to identify persons who may pose a threat to civil aviation.

Cargo. Any property carried on an aircraft other than mail, stores and accompanied or mishandled
baggage.

Certification. A formal evaluation and confirmation by or on behalf of the appropriate authority for
aviation security that a person possesses the necessary.

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Commercial air transport operation. An aircraft operation involving the transport of passengers, cargo
or mail for remuneration or hire.

Corporate aviation. The non-commercial operation or use of aircraft by a company for the carriage of
passengers or goods as an aid to the conduct of company business, flown by a professional pilot
employed to fly the aircraft. (Note that corporate aviation is a subset of general aviation.)

Disruptive passenger. A passenger who fails to respect the rules of conduct at an airport or on board an
aircraft or to follow the instructions of the airport staff or crew members and thereby disturbs the good
order and discipline at an airport or on board the aircraft.

General aviation operation. An aircraft operation other than a commercial air transport operation or an
aerial work operation.

High-risk cargo or mail. Cargo or mail presented by an unknown entity or showing signs of tampering
shall be considered high risk if, in addition, it meets one of the following criteria:

a) Specific intelligence indicates that the cargo or mail poses a threat to civil aviation; or
b) The cargo or mail shows anomalies that give rise to suspicion; or
c) The nature of the cargo or mail is such that baseline security measures alone are unlikely to detect
prohibited items that could endanger the aircraft.
• Regardless of whether the cargo or mail comes from a known or unknown entity, a State’s specific
intelligence about a consignment may render it as high risk.

Human Factors principles. Principles which apply to design, certification, training, operations and
maintenance and which seek safe interface between the human and other system components by
proper consideration to human performance.

Human performance. Human capabilities and limitations which have an impact on the safety, security
and efficiency of aeronautical operations.

In-flight security officer. A person who is authorized by the government of the State of the Operator
and the government of the State of Registration to be deployed on an aircraft with the purpose of
protecting that aircraft and its occupants against acts of unlawful interference. This excludes persons
employed to provide exclusive personal protection for one or more specific people travelling on the
aircraft, such as personal bodyguards.

Known consignor. A consignor who originates cargo or mail for its own account and whose procedures
meet common security rules and standards sufficient to allow the carriage of cargo or mail on any
aircraft.

Regulated agent. An agent, freight forwarder or any other entity who conducts business with an
operator and provides security controls that are accepted or required by the appropriate authority in
respect of cargo or mail.

Screening. The application of technical or other means which are intended to identify and/or detect
weapons, explosives or other dangerous devices, articles or substances which may be used to commit an
act of unlawful interference.
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• NOTE certain dangerous articles or substances are classified as dangerous goods by Annex 18 and the
associated Technical Instructions for the Safe Transport of Dangerous Goods by Air (Doc 9284) and must
be transported in accordance with those instructions. In addition, the Aviation Security Manual (Doc
8973 — Restricted) provides a list of prohibited items that must never be carried in the cabin of an
aircraft.

Security. Safeguarding civil aviation against acts of unlawful interference. This objective is achieved by a
combination of measures and human and material resources.

Security audit. An in-depth compliance examination of all aspects of the implementation of the national
civil aviation security programme.

Security control. A means by which the introduction of weapons, explosives or other dangerous devices,
articles or substances which may be used to commit an act of unlawful interference can be prevented.

Security inspection. An examination of the implementation of relevant national civil aviation security
programme requirements by an airline, airport, or other entity involved in security.

Security restricted area. Those areas of the airside of an airport which are identified as priority risk
areas where in addition to access control, other security controls are applied. Such areas will normally
include, inter alia, all commercial aviation passenger departure areas between the screening checkpoint
and the aircraft, the ramp, baggage make-up areas, including those where aircraft are being brought
into service and screened baggage and cargo are present, cargo sheds, mail centres, airside catering and
aircraft cleaning premises.

Security survey. An evaluation of security needs including the identification of vulnerabilities which
could be exploited to carry out an act of unlawful interference, and the recommendation of corrective
actions.

Security test. A covert or overt trial of an aviation security measure which simulates an attempt to
commit an unlawful act.

Transfer cargo and mail. Cargo and mail departing on an aircraft other than that on which it arrived.

Unidentified baggage. Baggage at an airport, with or without a baggage tag, which is not picked up by or
identified with a passenger.

Unpredictability. The implementation of security measures in order to increase their deterrent effect
and their efficiency, by applying them at irregular frequencies, different locations and/or with varying
means, in accordance with a defined framework.

• Aircraft Security check is an inspection of an inversion of A/C to which passengers may have had
access, inspections of A/C hold for the purpose of discovering suspicious devices , articles and
substances .

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• Aircraft Security Search A through and in depth inspection of the interior and exterior of the A/C
for the purpose of discovering suspicions objects, weapons , explosives or other dangerous
devices , articles or substances .

• Disruptive passenger A passenger who fails to respect the rules of conduct at an airport or on
board an aircraft or to follow instructions of the A/P staff or crew members and thereby disturbs
the good order and discipline at and airport or on board the A/C .

• Screening The application of technical or other means which are intended to identify and or
detect explosives, weapons or other dangerous devices articles or substances which may be used
to commit an act of unlawful interference.

• Unidentified Baggage At an A/P with or without a baggage tag, which is not picked by or
identified with a passenger.

• Security Restricted Area (SRA) airside areas of an airport which identified as priority risk areas
where in addition to access control, other Security controls measures are applied include, inter
alia all commercial Aviation passengers departure areas, check point, A/C, ramp, baggage make-
up areas including those where an A/C are being brought into service, screened baggage and
cargo, mail centers, airside catering and A/C cleaning premises.

• Landside Aerodrome portion not designated as airside to which the general public normally has
free access.

• Airside The movement area of aircrafts and service road at airport, adjacent terrain and
buildings or portion thereof access to which is controlled.

• Purpose of access control to control movement of people and vehicles from landside (non-
restricted) areas to airside (restricted) areas.

• Airport passes or id`s are Legal document issued by the airport concerned authority to inter
designated areas at airport`s airside areas.

• Unlawful Interference An act, which seeks to or jeopardizes the safety of civil aviation and air
transport such as:

• unlawful seizure of an aircraft in flight or on the ground;

• hostage taking on board an aircraft or at an airport;

• forcible intrusions on board an aircraft at an airport or at the premises of an aeronautical

facility;

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• introduction on board an aircraft or at an airport of a weapon or hazardous device or material

intended for criminal purposes; or

• communication of false information so as to jeopardize the safety of aircraft in flight or on the

ground, of passengers, crew, ground personnel or the general public, at an airport or at the
premises of a civil aviation facility;

• use of an aircraft in service for the purpose of causing death, serious bodily injury, or serious
damage to property or the environment

• Hijacking is the illegal seizure of the aircraft by individual or group of individuals to gain publicity,
black mail, political cause

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Appreciate Your Cooperation

GSAT Course Aims:

 To ensure that all ID card holders are aware of the security threats and basic measures in place
at the airport where they will be working.
 To familiarise ID card holders with the nature of the threat to aviation and the basic security
measures in place to counter that threat.
 To ensure that ID card holders understand the core objectives and organisation of aviation
security and the part that they can play in contributing to the security of the airport.
Lesson Objectives and Organisation of Aviation Security
 To be able to know important security measures.
 Assist defending aviation from any security threat, unlawful interference by being vigilant.
 Report any unlawful interference to the correct channel.
 Know the rules and regulations of ICAO Annex 17, IATA security and airport authority NASP and
ACSP Terms.
 To help to protect the Target
 Recommendations and legislation have been put into place internationally, as well as nationally
to give guidance.
 Overall objectives of aviation security
What Is Security
Security:-
Combination of measures, and resources, human and material to safeguard civil Aviation against acts of
unlawful interference.
Acts of unlawful interference are acts or attempt of acts may jeopardize the safety of civil aviation and
air transport.

Aviation Threat Why is Civil Aviation an attractive target?

 High Profile/Commercial value/Prestigious/International Industry.
 Incident will force Government reaction and maximum expense.
 Vulnerable due to high passenger traffic levels /easy public access/International
passengers/crew/aircrafts/ ground staff/ terminals/ ATC tower/ fuel station/ electricity
station/runway/navigation aids/water resources etc.
 Limited risk to terrorist.
 Global service.
What are peoples motives?
 To get publicity.
 To obtain prisoner release.
 To change government policy.

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 To undermine governments/economy.
 To frighten people.
 To cause disruption.
 To target individuals for assassination.
 To obtain money.
 Criminal activity.
 Personal/corporate vendetta.
 A cry for help - asylum, mentally unstable or drunks.
Who Poses a Threat to Aviation?
 Terrorists
 Extremists
 Individuals include mentally ill, refugees, asylum seekers
 Protesters (e.g. environmental / animal rights)
 Nationalist groups
 Criminals
 Suicide
 Persons with personal motives

What affects security environment?

 religion
 politics – e.g. government policy
 culture
 geography
 money
 resources e.g. oil, gold, diamonds

Governments Strategy Security Measures

 Predictive
 Proactive
 Reactive
 Prevention
 Pursue
 Protect
 Prepare

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International & National Security Organisations

International Organizations Concerning Aviation Security

• International Civil Aviation Organisation (ICAO)
• Chicago Convention (1944)
• Specialised agency of the United Nations (1947)
• Headquarters: Montréal, Quebec, Canada

ICAO Annex 17 Standard 3.1.4 each contracting states shall keep under constant review the level of
threat to civil aviation operations within its territory and adjust relevant elements of its national civil
aviation security program accordingly.

Annex 17 standard 4.3.1 “ Each contracting state shall establish measures to ensure that operators
when providing service from that state do not transport the baggage of passengers who are not on
board the aircraft unless the baggage that is separated from its passenger is subjected to other security
controls”

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International Organizations Related Aviation Security

 Annex 6 – Operators of aircraft (has specific flight security specifications)
 Annex 9 – facilitation (travel documents)
 Annex 11 –Air traffic services (air traffic services)
 Annex 14 – Aerodromes (Aerodrome design)
 Annex – 17 Security (safe guards international aviation from acts of unlawful interference), its
objective to prevent weapons, explosives or any other dangerous devices from being introduced,
by any means whatsoever on board an aircraft engaged in International Civil Aviation”
 Annex 13 – aircraft accident and incident investigation

Annex 17 objectives
 “To prevent weapons, explosives or any other
dangerous devices from being introduced, by any
means whatsoever on board an aircraft engaged in International Civil Aviation”

Civil Aviation Authority (CAA)

Aviation Safety Act 2010 amended “Being an Act to provide for an independent professional oversight of
international and domestic and cargo services in compliance with international agreements and
obligations relating to civil aviation to ensure the promotion and development of the aviation sector and
provide relevance matter.”
International Air Transport Association
• IATA is an international trade body, created some 60 years ago by a group of airlines. Today
IATA represents some 230 airlines comprising of 93% of scheduled international air traffic.
• The organisation, also represents, leads and serves the airline industry in general.
• IATA is the second most influential body in the control of civil aviation originally founded in
1919 recommends industry policies.
IOSA
• The IATA operational Safety Audit programme is an internationally recognised and accepted
system for addressing the operational management and control systems of the operator.
• IOSA audits include:
• Organisation and management systems
• Flight operations
• Operational control and flight dispatch
• Aircraft engineering and maintenance
• Cabin and cargo operations
• Ground handling
• Cargo operations
• Operational security

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Security management systems (SeMS)

New document that was a requirement for IOSA 2009, SeMS is based on ICAO Annex 17 standards and
the IATA IOSA security standards. Although IOSA, SeMS already has a quality management segment in
place. QMS becomes a complementary system.

There is no “one size fits all” for every airline, so the models that will be a unique for every airline not
mirror other airlines SeMS systems.

What is SeMS?
• SeMS will give airlines more structured and standardized approach to how security process
should be implemented and will provide overall better and more uniform standards throughout
airline companies.

• Implementing SeMS as well as an effective and focused threat assessment process should
contribute to making security processes pro-active.

• Essentially, an SeMS is an element of corporate management’s responsibility which sets out a

companies security policy to manage security as an integral part of its overall business, making
security one of the companies core values by developing a security culture.

SeMS- Executive Summary

• SeMS is a business-like approach to security: goals are set, levels of authority are established etc,
much the same as with QMS (quality management systems) and SMS (safety management
systems).

• When viewed in this context it becomes obvious that the three programmes (SeMS, QMS, and
SMS) must be harmonized to ensure consistency and an equivalent level of attention.

What does SeMS include?

• Organisation and management responsibilities
• Human resource
• Quality assurance: surveys, tests, and audits
• Security operations and inspections
• Contingencies and risk management
• Aviation Security Program and (ACSP), Over seas aviation security program (OACSP)

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ISAGO
 IATA Safety Audit for Ground Operation

 The implementation of the IATA Safety Audit for Ground Operations (ISAGO) aims to improve
safety and cut airline costs by drastically reducing ground accidents and injuries.

 ISAGO is modelled on the successful IATA Operational Safety Audit ( IOSA) program. The ISAGO
program is an audit system conducted in a standardized and consistent manner, using
internationally recognized quality auditing principles.

Airline support mechanisms

 Airline staff and contractors
 Department for Transport (TRANSEC)
 Government - indicate threats to the airline
 Overseas Embassies
 Civil Aviation Authority
 Media and commercial intelligence (CRG, BBC, OSAC, SISBO)
 Other airline security departments
 ICAO
 Security consultants

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Security Incident Reporting

• Air Safety Reports ASRs
• Used normally by crew
• Safety, Security and Quality Reports SSQRs
• Used by all personnel
• In conclusion security is about reporting any unusual events as it is every one responsibility
•
Sub OCC OCC Date Occurrence Location REG Call
Category Type NO Title Sign

Why use this format?

• We need to know be able to investigate the incident and look at root cause analysis in order to
prevent future occurrences.
• It’s a formal system operated and supported by flight safety who process the information
• Aviation quality database (AQD)
What does AQD do?
• It allows tracking trends, performance indicator and monitoring the information we receive to
analyse.
• Pass it on to other departments and regulatory authorities
• Put contingencies plans in place
• Establish root causes & eliminate further incidents

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Airline Security ASRs Date:

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Airline mainline Sealing events

12

10

0
08-‫ يناير‬-‫فبراير‬ -‫ مارس‬08-‫ أبريل‬08-‫ مايو‬08-‫ يونيو‬08-‫ يوليه‬-‫ أغسطس‬-‫ سبتمبر‬-‫ أكتوبر‬-‫ نوفمبر‬-‫ديسمبر‬
08 08 ABZ LHR TBS 08AMS08 08 08 08

50
Airline Security ASRs
Date
40

30

20

10

0
1st Qtr 2nd Qtr 3rd Qtr 4th Qtr
Bomb Threat
Unauthorised/Illegal Access

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Company security policy

• everyone has responsibility for security
• Every airline and ground handling company employee has a shared responsibility for the safety
and security of the aircraft we operate, including crewmembers, the flying public and our cargo
customers.
• From the moment a passenger checks in or that we accept a piece of cargo for transport you play
a vital role in our security supply chain.
• Passengers and their baggage, as well as cargo, must always be screened to mitigate the threat
against acts of terrorism.
• security department is accountable
• Airline achieves this by a systematic and consistent approach.
• Security has to make sense to everyone or no one will follow the procedures.

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Operator responsibilities
Authority regulations:
• Safety and security of the passengers, flight and cabin crew
• Development of a written (1)ACSP
• Appointment of the airline security manager, officer.”
• Aircraft Security
• Aircraft not in service are closed-up with ground equipment removed
• Aircraft that can be accessed without equipment - doors sealed
• Aircraft in service are access controlled
• Security searches/checks are preformed
• Only Staff from contracted service suppliers are allowed access, subject to ID validation
• Long Haul aircraft with long ground time and high levels of activity are guarded
• All passengers and crew and hand baggage carried are screened to the same standard
• Passenger screening and assessment (profiling)
• Hold baggage screening
• Cargo and courier screening and protection
• Triple A reconciliation process
• In-flight catering supplies
(1) ACSP (Air Carrier Security Program).

The “security manual” detailing all company security policies and procedures set against the authority
(2) NASP (National Aviation Security Program).
Local procedures are developed reflecting foreign regulations according to over seas NASP.

Training and communication

Authority requires that ALL staff holding airport ID’s receive security awareness training.
Regular security Updates – Seminars.
Consistently Delivered Message.
Selection of subcontractors.
Role of Avsec officers
 Control of access points to Restricted Zones.
 Searching by hand of passengers / staff.
 Searching by hand of baggage.
 Screening by AMD / HHMD of passengers / staff.
 Screening of baggage / personal effects by conventional x-ray.
 Control of access to airport, aircraft (carrier specific).
 Searching and / or patrolling of Restricted Zones.
 Searching, checking of vehicles / supplies.

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Restricted Zone
Screening For anyone and ID members entering the RZ:
 Staffs, passengers, control authorities.
 Report no ID displayed on RZ to Avsec security.
 The same screening rules apply to each category.

Considerations:
 Reduce the number of trips in and out of the RZ
 Reduce the quantity of equipment taken in and out of RZ
Vehicles in RZ
- All vehicles must display a valid pass, except emergency vehicle attending an emergency
• Report no pass displayed on vehicle in RZ to Avsec security.
For any items entering the RZ:
 hand baggage, hold luggage, cargo, supplies and retail goods
 Hand baggage: together with person on entering RZ
 Hold luggage: separately prior to being loaded on a/c
 Cargo and goods outside RZ: to be delivered securely or screened/searched on entering RZ
 Any baggage, cargo, supplies… not screened or searched must be reported to Avsec airport
security

No search, no fly

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Enhancing Aviation Security

Who commits the most crimes against aviation?

 Terrorists (5%)
 Mentally ill (15%)
 Protestors (15%)
 Criminals (25%)
 Refugees (40%)
 “Statistics taken from UK aviation”

When an accident has been reported use The 4 C”s

 Confirm
 Clear
 Cordon
 Control

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How are we threatened – Land side ?

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Layers Defence in Depth

Threat Level Definition

 Critical An attack is suspected immediately
 Sever An attack is highly likely
 Substantial An attack is a strong possibility
 Moderate An attack is possible but not likely
 Low An attack is unlikely

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Suspicious Situations or Behavior

“Can be defined as activity or conduct that are unusual or
abnormal for the particular location and circumstance.”

Suspicious Items
Any unattended or abandoned bag, box, parcel or other
such item is to be considered as suspicious and
promptly reported
Suspicious item?

 Touch
 Open
 Unwrap
 Unstrapped
 Remove
 Lift
 Turn
 Shake
 Handle

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TWA Athens April 1986

 Bomb was detonated on the aircraft while it
was over Argos, Greece, ejecting four
passengers (including a nine-month-old infant)
to their deaths below.

 The background picture is from the attempted

sabotage of TWA Boeing 727, Rome to Athens
on 2 April 1986. A device estimated to contain
450g of sheet explosive (made of PETN), which
was placed under an aircraft seat cushion
detonated whilst the aircraft was at 15.000ft
and descending towards Athens airport. The
American passenger sitting in window seat 10F
under which the device had been left was killed
instantly and sucked out of the aircraft through
a hole (measuring 125 x 150 cms) torn in the
fuselage. Three other passengers, uninjured by
the explosion were also sucked out of the
aircraft with other debris and died on impact
with the ground. Nine further passengers were
injured.

Pan-Am 103 21 Dec 1988

 Killing all 243 passengers and 16 crew members. Feeder flight from FRA pax and bags transferred
without re-screening. Samsonite bag in hold containing bomb in cassette player, punched 20”
hole Jumbo jet crashes onto Lockerbie.
 A Pan Am jumbo jet with 258 passengers on board has crashed on to the town of Lockerbie near
the Scottish borders. Initial reports indicate it crashed into a petrol station in the centre of the
town, between Carlisle and Dumfries, and burst into a 300-foot fireball.
 Hundreds are feared dead as airline officials said flight 103 was about two-thirds full with 240
adults and three children on board.
 Rescue teams have confirmed there are many casualties at the scene including townspeople who
were on the ground.

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The Boeing 747 left London Heathrow at 1800 GMT bound for New York's JFK airport. Shortly after 1900
the flight disappeared from radar screens at Prestwick Air Traffic Control Centre.

“Every time history repeats itself, the price goes up.”

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Twin Towers 9/11

 The September 11 attacks (often referred to as nine-eleven, written 9/11) were a series of
coordinated suicide attacks by al-Qaeda upon the United States on September 11, 2001. On that
morning, 19 extremist terrorists affiliated with al-Qaeda hijacked four commercial passenger jet
airliners.[1][2] The hijackers intentionally crashed two of the airliners into the Twin Towers of the
World Trade Centre in New York City, killing everyone on board and many others working in the
building. Both buildings collapsed within two hours, destroying at least two nearby buildings and
damaging others. The hijackers crashed a third airliner into the Pentagon. The fourth plane crashed
into a field near Shanksville in rural Somerset County, Pennsylvania, after some of its passengers
and flight crew attempted to retake control of the plane, which the hijackers had redirected toward
Washington, D.C. There are no survivors from any of the flights.

 Excluding the 19 hijackers, 2,974 people died in the attacks. Another 24 are missing and
presumed dead.[3][4] The overwhelming majority of casualties were civilians, including nationals
of over 90 different countries. In addition, the death of at least one person from lung disease
was ruled by a medical examiner to be a result of exposure to dust from the World Trade
Centre's collapse.[5]
 The United States responded to the attacks by launching a War on Terrorism, invading
Afghanistan to depose the Taliban, who had harboured al-Qaeda terrorists

Consequences of failure

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DHL MANPADS attack Nov 2003

On 22 November 2003 - A300 taking off from Baghdad airport struck by surface to air missile, managed
to re-land, veered off runway into area with land mines examples of sabotagee, what a fairly
inexpensive, abundantly available portable surface-to-air missile can do to an advanced commercial jet
that has no defensive measures to protect it. The photos of the damage done by the single missile that
hit the aircraft are sobering intended.

There are many people in our world who fail to comprehend how serious the terrorist threat is to all of
us. These people minimize the threat because they are either unaware of the weapons available in the
open market and through the underground, or they are simply blind to reality.

The aircraft over shoot the runway and crashed through the perimeter fence into a minefield adjacent
(personnel mines).

Russian made, it is a portable missile thought to be in the hands of many would-be terrorists around the
world. This missile is a serious threat to commercial aircraft on takeoffs and landings, and when flying
below 18,000 feet.

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MANPADS attack
Need only one person to acquire target and fire.
Reload time 25 seconds.
Maximum range: 6,000 meters, 18,000 feet.
Maximum altitude: 6,000 meters, 18,000 feet
Missile speed: 600 meters (1,800 feet) per second
Guidance: Passive Infrared homing (guides toward
heat such as provided by an aircraft engine)
Fuse type: Explodes on contact.
Warhead: Fragmentary

Air Lanka – May 1986

A Bomb may have been placed in crates of meat and vegetables being freighted to the Republic of
Maldives

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Glasgow, UK airport attack August 2007

Sabotage at airports this attack took place in June 2007 in Glasgow, and had been linked to the
discovery of car bombs in central London in car parks and outside night clubs in the West End Jeep
containing gas canisters driven into glass doors of terminal. Airport evacuated and flights suspended.

Attempted sabotage from the inside

 Attempted sabotage of the aircraft Richard Reid (the shoe bomber) was an attempted attack.
This was an AA flight from Paris Orly to JFK in December 2001. Richard Reid had been denied
carriage twice and had been interviewed by French police. He was still allowed to board as
nothing was found during security searches.
 This attempted attack brought about new procedures for searching people – in particular their
shoes, and gave further strength to arguments for profiling passengers.
 Documents captured in Afghanistan refer to Richard Reid and following his capture, advice to
bombers was changed. The advice now is to detonate in a small private secure area – on an
aircraft this could be the toilet.
 No checked baggage, no cabin baggage, specially designed bomb.

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Attack on bmi - Glasgow Airport

22nd January 2005

Foiled Attempt, Northwest Airlines Flight 253 / 25 Dec 09

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Liquid Threat Security measures 6th Nov ‘06

The liquid is in a container with a capacity no greater than 100ml
(or equivalent)

•The containers are all contained within one closed transparent re-
sealable plastic bag (such as a re-sealable freezer bag or zip top
bag) which itself must not exceed 1 liter in capacity or 20cm x
20cm

•The contents of the plastic bag fit comfortably within it, and the
bag is completely closed

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London underground attacks

7th July 2005

RPG Man pad

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100% Security is impossible to achieve

Summary
Security measures adopted are deterrents only

The determined attacker can get through our defences

Continued improvements required - biometrics, new technologies

Our biggest enemy is COMPLACENCY

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General Security Measures

 Approach staff members who are not displaying their appropriate I.D’s
 Check gate rooms when you arrive and ensure they are secure when you leave
 Do not leave A/C unattended with doors open - if you are last to leave then ensure the door
is closed and sea
 Check around c-in / ticket desks before commencing duties
 Do not leave boarding passes and baggage tags lying around (Destroy any used boarding
cards)
 Be aware of ‘tell tale 'signs of tampering with co. property / materials
 Report any suspicious activity / unattended baggage
 Report any suspicious person or any potentially disruptive passenger. Trust your instincts, if
something looks out of place then report it!
 Ensure gate room doors are locked where possible when leaving area.
 Report unattended baggage and do not attempt to move or examine it.
 Check around gate rooms before commencing duties.
 Keep boarding passes and baggage labels locked away at night. Note, they can become a
‘key’ to gain access to the airside parts of the airport and the aircraft. Old passes/tags must
be torn before going in the bin!!
 Always sine out of computers and don’t share sine in codes, there is now a risk of ‘cyber
terrorism’.
 Finally, be discreet about security; don’t discuss it with non-company personnel.
 Be aware of looking at company property such as printers, other equipment for signs of
tampering.

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Airport Identification Badges / ID Pass

As an Airport Identification badge holder it is your responsibility to ensure that you comply with the
following requirements:

• You must not disclose information regarding the airport security program or any airport tenant’s
security system.

• You must maintain your Identification badge current at all the times. An expired Identification
badge is a security violation and is subject to confiscation.

• You must comply with all airport access control and Identification media systems.

• You must maintain your Identification badge in good condition at all times. A damaged or
mutilated Identification badge is not valid and is subject to confiscation.

• A valid identification badge is only acceptable if worn by the individual to whom it was issued.

• Wearing someone else’s identification badge is strictly prohibited, and is a serious security
violation; you must adhere to the challenge procedures established by the airport authority.

• “CHALLENGE” is the Airport approved method by which individuals with unescorted access to
the Security Restricted Areas approach and question individuals without proper identification
displayed; and/or report or point these individuals out to the appropriate authorities, including
any vehicles in those areas that do not have the appropriate airport identification pass
displayed, when working in a Security Restricted Area you are responsible for challenging all
individuals not wearing a proper Identification badge .

• Although you are expected to challenge any individuals) in a Security Restricted Area that does
not have a proper Identification badge displayed, you are not expected to put yourself, or those
around you, at risk. If you perceive the possibility of any confrontation contact law enforcement
immediately.

• Note: your airport ID is issued for you by airport authority so you must not hand it over to any
one rather than the authority issue the airport pass, refer to your airport authority regulations.

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How Can You Contribute To Security?

• Wear your ID pass correctly chest height at all times.
• Challenge others not displaying IDs.
• Think about how your actions affect security.
• Make sure doors are closed and locked.
• Watch for suspicious actions.
• Don’t leave your IDs pass or uniform items lying around.
• Don’t ever allow anyone else to use your ID pass.
• Make sure all items allowing you to do our work are secured your computer password, boarding
passes, tags etc.
• Lost passes/uniforms must always be reported to the ID issued authority, your manager and the
police.
Your actions on finding an unattended item around the A/P
• Be vigilant for unattended items at all times.
• Unattended items could be found anywhere in the airport, not just within the RZ.
• Do not ignore the item. – investigate further (ask questions to people around if they own them,
try and locate the owner)
• Do not touch the item.
• Report the item to security staff or the police.
• Keep people away from the area and don’t allow people to interfere with the item
Suicide Bomb
 SB attack during festival in Sri Lanka

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 Which one is the suicide

bomber?

 Sri Lankan suicide bomber moments

before killing former Indian PM
Rajiv Gandhi, herself, and 17 others

 Suicide bombing allows terrorists to

commit mass murder without the
need for sophisticated weapons or
accurate targeting and timing
technologies

 Suicide bombing allows terrorists to

commit mass murder without the
need for sophisticated weapons or
accurate targeting and timing
technologies

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Characteristics Of Hi-Jacks
 Bomb threats my directed against:
 Aircraft on the ground or in the air;
 Airport installations, facilities and buildings; or navigation aids on or in the immediate vicinity of
the airport;
 Aircraft hijacks usually occur in the air, frequently soon after the aircraft has taken off. Aircraft
however have also been seized on the ground;
 Hijackers may be politically motivated, in pursuit of a crime, or mentally disturbed; black mailing,
or gain publicity they may be in possession of firearms, explosives, inflammable liquids or replica
or simulated weapons; they may simply claim to be in possession of weapons;
 The only priority for any intervention in the case of hijacking is to guarantee the safe release of
passengers and crew. Any other objectives such as arresting the perpetrators or limiting
damages to the aircraft or the infrastructure should only be secondary objectives;
 In any case of unlawful seizure, the safest place can be is on the ground. If the plane is in the air,
the pilot must land the plane as soon as possible. If the plane is on the ground, all efforts should
be made to keep it from going airborne.
 When on the ground, the aircraft should be sent to a predetermined isolated parking position;
 Authorities should make every effort to end the situation through negotiation. The use of force
should only be considered as a solution when all non-violent options have been exhausted.
 Finally, if the seizure requires the use of force, it should be guaranteed that the best available
law enforcement until with the best possible equipment will be completing the mission. The
primary option plan should be well rehearsed to avoid or minimize any injury or death.
Unusual Situation – Hijacking How to Act

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Air France December1994

• Seizure at Algerian airport by four persons dressed as airline staff – three hostages killed. Aircraft
flown to Marseilles (France) where four hijackers killed.

Security Questions
 All passengers must be asked the security questions including staff, friends, CEO, etc.
 Security question must be asked at the check in counter.
 Questions should be asked as they are stated.
 All passengers with hold / hand baggage must be asked the questions.
 When passengers have no bags second question must be asked.
 Passengers must be asked about sharp objects in hand baggage.
 Questions should also be displayed on check-in desks.
 If anyone declares, jokingly, “I have a bomb in my bag” this incident should be reported to the
CAS and the Duty Manager and the passenger should not travel.
 The real purpose of asking the security questions are still valid post 11th September but are not
designed to stop suicide bombers; rather they are primarily designed to stop innocent
passengers being used as a “dupe” by terrorist.
 The secondary purpose of the questions is to raise public awareness of security so that they do
not accept anything from anybody else or leave their bags unattended.
 The case history of Nessar Hendawi and the El Al attempted bomb attack shade this point to
illustrate the “dupe” method.
 Assess each passenger for their acceptability to travel.
 Signs of aggression, distress, intoxication, irregular behavior or failure to respond in the required
manner to security questions and processes must be resolved before a passenger may be
permitted to board. The rule MUST be - ‘if in doubt check it out’

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 ALL baggage belonging to the individual and or group members must be off loaded and captain
must be informed as well company and airport security department

• The future of the security questions remain until advised otherwise•

• Could anyone have interfered with your bags since you packed them?

• Has anyone given you anything to take on the flight?

• Do you have any sharp objects in your hand baggage or on your person?

Triple A security and the appointed person (AP) Responsibility

 AAA (Authorizing and Accounting of all hold baggage for carriage by Air) process and the
appointed person must justify the presence of every bag that travels on any flight and being
certain that all baggage has been screened.

 “Appointed Person” is legally responsible for any checked baggage, interline baggage,
crew baggage, gate baggage or rush bags numbers loaded on aircraft

 “Lockerbie PA103” incident demonstrate the importance of ensuring that all bags loaded
onto aircraft have a justifiable reason for being on the flight,

 "Triple A" document must include all labels manifested for each bag being loaded on
aircraft, responsible for baggage reconciliation.

CSA Duties and Responsibilities

 Check passport and boarding card match!
 Tag baggage correctly : no duplicate tags
 correct tag/correct bag
 Check passport or I.D. card
 At Boarding Gate…
 Ask security questions where appropriate
 List missing checked in passenger at -10 mins to departure and give their tag no.’s to dispatcher
 Cancel offloaded passengers bag tags
 Complete gate bag bingo list and add tag to pax’s record

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How could terrorists attack an AIRLINE?

& How to Defend against possible attack

• Hand baggage
• Hold baggage
• Bribe staff member
• Become a staff member (airline / catering etc)
• Cargo / mail / courier
• Passenger (dupe)

Prohibited Items
Disabling or Incapacitating Items like tear gas, handcuffs, mace, pepper spray, chemicals and gases.

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Firearms are even available disguised as walking-sticks, mobile phones, pens, key rings, rings & many
other day-to-day items

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Crew Security and Precautions

• Crew play a major role keeping the aircraft safe from acts of unlawful interference, including high
jacking, bomb threat and aggression prevention

• Crew must not leave their bag unattended before entering secured airport areas

• Crew must ensure to check their personal contents have not being tampered and it is locked

• Crew company identification label (tag) must be used

• Crew must undergo screening process

• Crew must not carry any parcel or envelop rather than the company official and must be screened

• On ground or in-flight be alert of persons act strangely or behave suspiciously

• On transit station especial alert to passengers deplaning leaving unattended bag on board

• Be alert for any person makes threat statement or appear to pause threat to security to report to
PIC

• Close supervision for ground staff working at A/C until they finish their work

• Airport Identity should be checked for every person attend on board A/C

• All passengers boarding passes should be checked reflect flight date, destination, passenger name
and seat number

Cabin Security Check

• Annex 17 Standard 4.2.1:

• Each Contracting State shall ensure that aircraft security checks of originating aircraft assigned
to international flights are performed.”

• Pre-flight and for every flight before passengers board an aircraft security check shall be
conducted by crew.

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In-flight Specific bomb threat recommended procedures

• PIC will coordinate on a plan with airport authorities and airline representative and airline head
quarter
• Only authorized personnel will be able to assist with passengers to ensure passengers stay
together
• PIC will deplane passengers using stairs or jet way when available
• On an unscheduled landing (no stairs, bridge available) PIC will decide how many & which slides
will be used under these condition;
• Ensure to use the slides as directed by PIC are deployed
• All flight attendant guard their doors and direct passengers to the opened doors
• Shoes removed and hand baggage left behind
• Ensure passengers do not jump on slide
• Senior crew members leave the A/C first to assist passengers on the end of the slides
• Assembling the passengers in a safe area , at least 300 feet from the aircraft.
• PIC has full authority to deviate from these guidelines.
• Do not disconnect or cut any electrical wire
• Do not remove any string; tape etc, that holding the device together
• Inform PIC and it will be his decision to move the device or not, if he decide to move the
suspicious device ensure to;
• Pass non conducting paper underneath, around and or above the suspected devices to ensure no
strings or anti lift device are attached
• Move the extinguishers and portable oxygen bottles from the list risk areas

If the PIC decide to keep the device in the exact place and in the same attitude in which it is found
use the same steps above to stabilize the device. Deplane customers following instruction of
Captain .

Aircraft high risk areas

 Cockpit
 Over the wings
 The tail

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Introduction
The Captain as Pilot in Command (PIC) is in charge of the aircraft all times and is responsible for
the safety of the passengers, crew members, cargo and the aircraft. He has full control and
authority over operation of the aircraft and the conduct of all crew members under his
command.
All the crew members are under the direct supervision of the PIC and are directly
responsible to him for the performance of their duties pertaining to that flight, from the
reporting time of the Eight to the time of the termination and return to base.

Flight Attendants must adhere to their specific duties and responsibilities outlined in the EPH.
Safety and crew coordination can only be achieved when each one individually performs the
duties and functions for which he is responsible.
Before the crew leaves the briefing room, the Flight Attendant; In Charge (FATC) must exert
reasonable effort to locale the cockpit crew and ask for a pre-flight briefing. If the PIC is not
available in the dispatch /briefing room, or in the event of a crew change, the FAIC will report to
him as soon as he arrives on board.
It is the responsibility of all flight attendants to make a reasonable effort to meet the cockpit
crew before the flight, so that they will be able to identify them in case of an emergency.
A crewmember is defined as - A person assigned to perform duty in an aircraft during flight
time.

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Definition
* IATA= International Air Transport Association.

* AACO = Arab Air Carrier organization.

* IOSA = IATA Operation safety audits.

* IFAA = International Flight attendant Association.

Cabin Crew Job Description

 The main job of members of an air cabin crew is to ensure the well-being of their passenger’s
safety & comfort. Although exceptional customer security & service...

 A cabin crew member, also known as a flight attendant, is primarily employed with an
international airline with extended domestic flight service...

 Whether flying long- or short-distance, there will always be a team of highly trained cabin-
crew members.

Primary Duty

 In Civil Aviation law, mandates that all commercial flights include an air cabin crew, who is
responsible for ensuring the safety of passengers on its flights. Crew members demonstrate the
aircraft's safety features and explain emergency procedures. They help passengers board and
disembark, and in the event of an emergency situation, they help passengers exit the plane in a
safe manner.

Additional Duties

 Members of the air cabin crew, or flight attendants, are the airline's most visible
customer service representatives. Depending on the airline and the level of service.

 The cabin crew may serve meals and beverages, provide pillows and blankets (when the
airline makes these available for passengers). They also help comfort passengers who
become frightened or sick

Considerations
 Members of the air cabin crew must be physically fit, because their job requires them
to stand for long periods, walk, bend over and lift heavy things. Airlines work 24
hours a day, so a flight attendant's schedule may be different every week, and
depending on the flights he works, he may work

Some long days. The job also requires the air cabin crew to complete paperwork.

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Training

 Although rules require that flight attendants have a high school diploma, many airlines prefer
people with some college, including studies in fields such as psychology, communications,
and travel and tourism.

 Airlines put their new hires through formal training, and when the students finish, they are
awarded a Certificate of Demonstrated Proficiency. Flight attendants must complete training
on a regular basis to keep their certification current.

Crew member responsibility:

 *(PIC) in charge of the aircraft in all times, responsible for the safety
 Of the PAX. & crew members, Cargo & the aircraft.
 *All the crew under his direct supervision from the reporting time
 Of the flight to the time of return to the base.
 * C/As must adhere to their specific duties & responsibilities.
 Before the crew leaves the briefing room the flight attendant in
 Charge (FAIC) is responsible to do more effort to locate cockpit crew
 & ask for pre-flight briefing. And cabin crew should have to meet
 The cockpit crew before the flight.

Chain of command:

PIC – F/O – F/E – FAIC- other f/a

Flight Attendant Duty Station:

*During taxing – take off -& landing the cabin crew must remain

In his assigned seat, with seat belt & shoulder harnesses fasten.

*No PAX. Flight shall depart without minimum safety flight attendant.

*Any flight not to depart unless 50% of the flight attendant having

6 months of experience

Ferry FLT:

*Company BEZ. FLT. Operator, Maintenance, & Dead Head

Crew may be carried On board number of cabin crew in this case
Is detailed below:
* If it schedule as a FLT. Service more F/As may require.
* If the FLT. For maintenance only, none of the cabin crew shall Be carried.

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Flight equipment and documents:

* Valid passport.
* Valid cabin crew license.
* Valid identity card & airport pass.
* Updated safety manual.
* Valid health certificate.
* A personal flashlight with spare battery.
* Spare uniform.
Airport apron:
* While proceeding to the aircraft keep a good look for any taxing aircraft, or other
vehicles.
* Rotating beacon indicate that the A/C moving or about to move,

By A tug or push back, even if the engines are not running.

It means that the engines start running or about to start. So avoid

Moving behind the A/C while engines running cause of the exhaust.

Flight attendant seating

Each F/A will have an assigned seat,& must sit on their assigned seat during taxing,
takeoff, and landing, One seat for each F/A- on a double jump seat not more than two
F/As.& they must fasten their seat belt & shoulder harness before takeoff or landing. F/A
not allowed to read newspapers during flight.

Phases of the flight:

1. At home. 2. at transport.3.At airport.4.Before boarding.5. Boarding. 6. after

boarding.7.Before takeoff.8.After takeoff.9.Before landing. 10. after landing.11.Joining
PAX.12.After joining PAX. Boarding 13.lay over or Night stop. 14 -End of the flight.

1- At home

*You have to take well rest till you recovered from fatigue.

* Ready uniform on a hanger, with all valid documents, and Mandatory items.

* Alarm setting.

* Wake up & be ready 15 minutes before transport.

 Rest

 Uniform.

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2 - At transport:

* Be ready for transport before car reaching your house.

* don’t sit beside the driver & don’t argue with him.

* Chewing gum while in uniform is not allowed.

* Meet cockpit crew and greet them.

 Discipline

3 – At airport:

When reaches the airport, sign in a reporting time sheet, read

Reading file, boards, attend briefing for minimum 15 minutes, & Signe your name

 Check tray.
 Check reading file.
 Attend brief Crew room. (15. Mints.)
 Clear custom & immigration.

*Proceed to aircraft immediately.

*Check steps. (Fixed to A/C - clean) If it is night check steps lights.

* Start your security, & emergency, catering, checks.

* Receive catering & prepare cabin & lavatory.

* Give report to the FAIC.

4 - Before boarding:

Re-check grooming &make up & be ready for PAX. Boarding.

* Switch off your mobile.

* Deep breath – relax –cross check (mirror check).

* Stand in your assign position ready for boarding.

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5 – Boarding:
Welcoming & assist PAX. In a friendly way, there at your home.
*Check if there any pregnant woman or handicap or sick PAX.
Special care to the kids.
*Mind emergency exits are free from obstructions. (Who is allowed?
To sit beside emergency exits)?
*Using of the toilet before takeoff.
6 – After boarding:
Correct PAX. Count.
*Make sure all documents on board.
*Wait for order to close the door.
*Be ready for demonstration.
*Check seat belt, cabin & galley secured, windows sun shade all
Are open, toilet door are closed & locked.
*Report readiness to senior.
7 – Before takeoff:
After hearing (arm doors & cross check) arm your door & do the cross check & report.
*Sit on your assigned position ready for takeoff.
*Do your 30 second review?
* Fasten your seat belt, shoulder harness be ready for takeoff.
8 - After takeoff:
When seat belt sign off, start the services.
*Check if cockpit crew need any service. (Senior).
*Services should be in a harmony & in sequence.
*Every 15 - 20 minutes check cockpit & toilet.
*Re-check cabin for collection.
*PAX. Call may mean need OX. Or first aid.
*All the time galley should be secured.
9 - Before landing:

When seat belt sign switched on, and announcement done, check

PAX .Fasten their seat belts, tray tables secured, seat back in the Check toilet free, &
locked the door.

*Secured the galley & the certain.

*Give report to PIC.
*Secured galley & curtains, report to senior.
*Sit on your position ready for landing.
*Do your 30 second review?

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10 – After landing:
Keep your seat belt fasten till the sign goes off.

* After hearing (disarm doors & cross check) disarm your door & do

The fiscal cross check.

*Stand with a smile to great your guests and assist them to take their belongings.

* Count transit, check cabin, toilets, and give report to senior.

11 – Joining PAX.

If there is joining PAX. Brief transit PAX.

*Take your assign position with a smile, to welcome &assist them

In a friendly way.

*Check if there any pregnant woman or handicap or sick PAX.

Special care to the kids.

*Mind emergency exits are free from obstructions. (Who is allowed?

To sit beside emergency exits).

*Using of the toilet before takeoff.

12 – After joining PAX. Boarding:

Correct PAX. Counting.

*Make sure all documents on board.

*Wait for order to close the door.

*Be ready for demonstration.

*Check seat belt & cabin & galley secured, windows sun shade all Are open, toilet door are
closed & locked.

*Report readiness to senior.

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13 - Lay over or Night stop:

All the crew should have to adhere to the company rules and to respect

The law of the country where they are having their rest, cause they are

Taking their rest according to the aviation rules & they are not in a vacation.

The company will pay for the hotel, and give allowances for crew, so as the can pay for
their meals.

14 – End of the flight:

After all PAX. Disembarked from the aircraft, we have to check

Nothing left behind, all PAX. Toke their luggage.

*Attend the de-briefing.

*Disembarking from the A/C should be according to the chain of command.

*Clear immigration & custom.

*Wait for transport to home.

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Delivery on board
Death onboard
(D & D)
 Delivery on board

Cabin crew have to give more attention to pregnant women while boarding, & to ask them
about medical certificate issued from a doctor , signed & stamped, showing the expecting day
of delivery, and written in a clear language that she can fly in a pressurized aircraft. This
certificate headed by the name of the airline company, & in the date of the flight (valid for 7
days at least).

If at any time a pregnant woman start her delivery , cabin crew should have to assist as flows:

Call for doctor or a nurse onboard.

Notify the captain.

If a doctor or a nurse onboard check & write their ID information, the time they start to deal
with the woman, the action taken, body temperature, pulse

If no doctor or a nurse onboard, ask other lady with a kid to give assist.

The captain may decide to land ,

If everything under control & she have a baby, write a longitude, & exact position at the moment
of delivery. & actual time.

Name of mother & father, & the baby as well.

Seat number of pregnant woman, & ticket No. attached with the medical certificate given to you
before flight. Passport No. & three phone No. (Her & her husband & her dad or mom).

This report should be in three copies.

PIC signature. + Doctor or nurse & assistant signature

 Death onboard

Any sick PAX. Not allowed to fly unless he have a medical certificate issued maximum 24 Hrs.
before the departure.

The condition of the sick PAX. Should be stable or according to the medical certificate.
(Actually, when they brought him from hospital).

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If death already occurred, write how you knew! (His neighbor’s call), or you noticed he is
start to pass away.

Carry out First aid immediately.

Call for a doctor or a nurse.

Time & action done after that. (Which is first witch is next).

PIC should have to know all the stage passed dealing with sick.
ALL THE TIME YOU HAVE TO INFORM PIC ABOUT THE SITUATION.

 Seat No.
 time you discovered the death,
 his/her passport, money & ID pocket,
 medicine with him,
 Ticket, his mobile.
 Write a report in three copies about that.
 PIC signature, doctor or a nurse signature.
 PIC may decide to land, if the flight is too long.

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Duties & Responsibilities

Purser or senior C/A

He is in charge of cabin crew of the flight while they are on duty whether onboard the A/C or not.
He is the cabin crew leader who organizes and supervises in-flight service, coordinates between
flight deck and other crewmembers.

Note: Whenever each A/C required more than one C/A there shall be who will perform the
communication between cockpit and cabin in normal and emergency procedures as overall
responsibilities. A senior C/A (senior cabin crew could be C/A No 1 on medium & short haul
flight (B737 flights or alike) or any other rank.

Duties & Responsibilities

- Ensuring safety and security of cabin operations

- Supervision of C/A s on duty whether onboard or outside the aircraft

- Make the PAX briefing (F/P can delegate other crewmember to brief PAX).
- Coordinates & communicates with flight deck, crew interlink & coordinates with staff for
ground handling.
- Handling the flight documents
- Distributes cabin crew according to emergency positions & chain of command
- Keeps up safety & service high quality
- Controls the flight service & safety
- Fill in and complete voyage report.
- Leads evacuation in emergencies follows safety drills.
- In emergencies he is the last one to leave the A/c
- Receives & delivers company & diplomatic mails.
- Solves conflicts between C/As & others
- Makes a Spot check on Cabin crew's documents, validity & mandatory items
- Check A/C library manual update and revision
- Evaluates C/As performance
- Operates entertainment system(e.g. video ,DVD)during flights
- Takes over the seat of incapacitated pilot if necessary
- Initiates evacuation alarm system if delegated by (PIC)

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Cabin Attendant No 1

No one is second grade after F/P in chain of command. He can fly as an acting F/P or senior
F/A mainly in smaller A/C like B737 or alike. He is responsible for crew F/C galley & service
preparation.

Duties & Responsibilities

_ Ensuring safety and security of cabin operations

_ When acting as F/P he must trace the same duties responsibilities of the F/P.

_ Responsible for cockpit crew service

_ FWD galley check & F/C service preparation.

_ carries on emergency checks.

- Responsible for safety in his position

- Covers F/P in preflight briefing if F/P reported late to A/P
C/A No 2:-

Responsible for E/Y services, reports catering and cleaning standard in E/Y to F/P. Reports
cabin defects to senior C/A. Responsible for in flight sales.

Duties & Responsibilities

_ Ensuring safety and security of cabin operations

_ Controls E/Y service & C/As working in E/Y section

_Carries on in flight sales

_ Reports cabin defects & cleaning to F/P, ensures toilets clean all the time

_ carries on emergency checks.

_ Reports catering figures & quality to F/P

_ Responsible for counting actual no of Pax on board the a/c if applicable

_ Solves conflicts between CS/as and others

_ Responsible for – staff on duty in E/Y

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C/A No 3:

Responsible for F/C Pax whenever assigned for that

Duties & Responsibilities

- Ensuring safety and security of cabin operations

_ carries on F/C service whether it is in set up trays or layout, taking care of F/C Pax.

_ F/C toilet dressing

_ Reports F/C cleaning & lounge dressing, to F/P

_ Prepares newspapers and distributes it to F/C

_ Collectes F/C pas` jackets, suites, etc.

- Helps No 1 in F/C catering check but still No 1 is responsible for any shortage or improper
receipt

_ Secures curtain dividers and loose items in F/C section

_ Distributes landing cards, headsets, give away and Pax amenity bags in F/C section

_ Responsible of pillows & blankets

_ He will help in e/y service if asked to do so

C/A No 4:-

Responsible for E/Y passengers` service, galley control, preparing meals and beverages in
carts, demonstrating emergency equipment’s and exits to paxs, if applicable

Duties & responsibilities

- Ensuring safety and security of cabin operations

_ Checks catering quality and quantity per Pax numbers.

_ Reports catering figures to C/A No 2 or senior C/A in F50 or alike

_ Reports emergency checks to senior C/A

_ Dresses toilets in E/Y cabin (if not assigned for galley control) and responsible for keeping
them clean and tidy all through the flight

_ Distributes sweets –newspaper –welcome juice – landing cards –give away- blankets –
pillows – headsets if applicable (if not responsible for galley ).

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_ Takes care of toilets cleaning & dressing during flight, answering PAX calls (if not
responsible for galley).

_ Service preparation for E/Y (if responsible for galley)

_ keeping galley all the time clean & tidy

_ Walks around in the cabin after main service complete every 10 to 15 minutes (if not
responsible for galley)

- controls E/Y PAX not to proceed to First Class lounge

Important Note:

No Any C/A form E/Y to proceed to F/C , talk or report to Senior C/A, without permission of
cabin senior ,C/A No 2 or E/Y C/A controller whatsoever, except in emergency .

Cabin Crew Responsibilities

The primary responsibilities of all cabin crew members is safety and security of Pax .A
crewmember shall be responsible for the proper execution of his duties related to the safety and
security of the airplane and its occupants.

A crewmember is responsible to ensure that his CAL (cabin attendant license), competence
card are valid. Whenever a crewmember is aware that rating or other requirement is about to
expire without renewal, he shall at once notify the roster to ensure all necessary steps for
revalidation are taken.

(Joint responsibility delegated to the F/P or CS to ensure during the preflight briefing that no
crewmember shall perform a flight unless his license, rating, medical certificate, or any other
qualifications required for the particular flight, are appropriate, current and valid for the duration
of the flight; and the proficiency of crewmembers to perform their duties is periodically tested.)

A cabin crewmember shall:

— Report to Commander of A/C any hazard, risk or incident that has endangered or may
endanger safety.

— Report accidents and occurrences, which may have safety implications

— Be well trained and aware of all cabin duties and responsibilities to take any position in
any A/C he is type-rated to
— Report Deficiency and / or un serviceability of safety equipment’s and systems

— Make use of Sudan Airways reporting system — Voyage Reports\ Briefing Reports\Safety
report
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— In all such cases, the Commander concerned must receive a copy of the same report

The F/P/CS is responsible to the Commander for cabin safety and security from the time the
aircraft is accepted for a flight, until all passengers offload at the end of the flight. The F/P/CS
must also ensure that relevant emergency equipment’s remain easily accessible for immediate
use.

Cabin Crew Duties in flight deck:

On duty, always refer to the Commander by his title. Introductions should be made pre-flight.

— A cabin crew must check on the flight deck crew every 15 minutes.

— If the flight crew is busy on the radio / briefing, wait for acknowledgement before speaking /
passing anything to them.

Drinks must be given in crew cups and passed around the outside of the Commander or First
officer.

Cutlery in the Flight Deck

— Great care must be taken for cutlery in the flight deck. A fallen or lost item could cause a
serious situation if it finds its way into the mechanism of the aircraft controls.
Spilled liquids etc. in the Flight Deck

— Spilled liquids can cause the malfunction of safety-critical electronics or electrical

equipment’s and extreme care must be exercised when handling drinks in the Flight Deck.

The Commander will make a defect symptom entry in the Aircraft Technical log when a
drink spilt on any electrical panel.

EMERGENCY BRIEFING

The emergency briefing must take place at stations of origin (start of duty time after crew rest).
The purser checks the cabin crewmember’s knowledge about emergency procedures and
equipment’s. The PIC has the opportunity to discuss procedures, preferably emergency
procedures that must be performed immediately.

In case of aircraft change or change of part of the crew on a trip, the purser is responsible for
type-specific briefing of new or all cabin crewmembers. If, however, the PIC considers a
complete briefing necessary, he must inform the purser.

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EMERGENCY EXITS

Designations

The designation system for the emergency exits is Identical on all aircraft. The designation for
each exit consists of a number and the letter and starts from nose to tail. The number indicates
the location of the exit related to the nose and tail, the letter indicates the location of the exit in
relation to the fuselage side (e.g. IL = first door on the left hand side, or 4R = fourth door on the
right hand side).

Emergency exits in the cockpit (sliding windows/escape hatches) are not designated.

CABIN CREW (CC) STATIONS

Designations

The designations of the cabin crew stations are derived from the emergency exits (e.g. IL. CC-
station IL next to emergency exit 1 L, or 4R CC-station 4R next to emergency exit 4R, or CC-
station U& next to emergency exit

The designation of a CC-station defines the principal responsibility of a cabin crew for a specific
emergency exit .Exits must be clear of obstructions for PAX and crew during takeoff, landing in
case of emergency.

In case a CC-station cannot be occupied by a cabin crew (e. g. reduced crew complement) the
cabin crew occupying the opposite station will responsible for the unoccupied CC-station

CC-station emergency equipment’s:

All CC-stations are equipped with

- Seat Belt, Shoulder Harness

- Headrest
- Fixed Oxygen System
- Crew Life Vest
Certain CC-stations are additionally equipped with
- Smoke Hood
- Fire Extinguisher
• Flashlight

NOTE: For number, location, and emergency equipment’s of CC-stations refer to Type-
Specific Parts.
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EMERGENCY EQUIPMENT CHECK

Cockpit

The flight crew will perform the cockpit emergency equipment check during the preliminary
cockpit preparation.

Cabin

The cabin emergency equipment’s and safety checks shall be performed by the cabin crew
according to checklist - The emergency equipment’s will be checked for location, quantity,
availability, function, and secure stowage as well as the due date (certain items).

Wrongly, stowed equipment’s will be returned to its proper stowage place.

The emergency equipment’s and safety checks must be done whenever an aircraft is being
taken over by new C/As or after A/C left unattended. In case of personal hand- over by the
purser/flight crewmember during a crew change and even if the station manager or his deputy
confirms that no unauthorized persons entered the aircraft during a crew change, the aircraft,
emergency systems and equipment’s shall be rechecked by the operating C/As where PIC and
maintenance personnel shall be notified prior to departure. Cabin check discrepancy findings
shall be passed before the flight to PIC and maintenance personnel meanwhile it shall be stated
in the cabin defects logbook after the completion of the flight.

Inspect cabin

Observe general safety condition of cabin. Report anything unusual or irregular (e.g., cracked/
bulging windows, damaged seats/ tray tables, missing placards. etc.) that may require corrective
action.

Note: Cabin crew must adhere to all placards (e.g., closet weights).

The purser informs the flight crew immediately in case there are discrepancies.

EMERGENCY EXIT LIGHTS SYSTEM CHECK

The check shall be performed as early as possible to provide time for troubleshooting, in case of

Problems with the system

For system activation, refer to Type-Specific Parts.

PUBLIC ADDRESS (PA) SYSTEM CHECK

The cabin crew will test the PA system prior to flight

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Pre-flight Safety Briefing:

The F/P / CS will discuss the aspect of Safety and Survival Procedures and First Aid with the
cabin crew. If the knowledge displayed is below the standard required, the crew member
concerned will be referred to the CS office for re-assessment.

Prior to Boarding of Passengers

Cabin Crew Safety Checks

On boarding the aircraft the cabin crew shall carry out the checks (Safety and

Security) according to aircraft type, under the supervision of the Flight Purser

(F/P) / Cabin Senior (CS). The specific checks will vary depending on

Emergency area and is detailed in relevant aircraft type Chapter.

Removable Safety Equipment

Detailed checks (pre-flight) for all removable safety equipment... The F/P / CS must be informed
of any discrepancy in the quantity or condition of any equipment. The F/P/ CS must then report
any discrepancies to the Commander / Engineer so that these may be rectified or, if this is not
practical, then entered in the Cabin defects Log book

Note: MEL No-Go” deficiencies must be rectified before flight.

Cabin defects log book

This procedure details the method by which aircraft cabin defects are recorded, rectified and
controlled using Cabin Log book

The Cabin Log book is part of the Aircraft Technical Log and is used for recording those defects
observed by Cabin Crew during flight. All entries in the Cabin Log book will therefore form part
of the aircrafts mandatory records, any irregularities may invalidate such records.

Recording of Defects

1) The heading of each report sheet is to be completed giving the Flight Number, Departure and
Arrival stations, the aircraft registration and date.

2) Defects are to be entered in the Defects Symptom column.

3) The entries are to be printed using Block Capitals with a ball point pen and using a backing
card under the last sheet of the current page.

4) Upon termination of each flight, or a series of flights, the F/P/CS will enter complete and
accurate details of any cabin defect.
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5) The F/P/CS shall forward the Cabin Log Book to the Commander for his signature and action.

6) The Commander will extract any of the following defects and transfer them to the Aircraft
Technical Log.

7) When transferring a cabin log entry into the Aircraft Technical Log, the wording
“TRANSFERRED TO AIRCRAFT TECH. LOG” will be entered in the action taken column of the
cabin log. The Commander will then sign off the action taken column in the Cabin Log Book.

It is the ultimate responsibility of the Aircraft Commander accepting the aircraft for flight to
ensure that aft outstanding and deferred defects are reviewed and that aircraft and cabin
defects are either cleared or deferred.

Procedure

Cabin Log Book Record Sheet

Example of Cabin Defects to be transferred to Aircraft Technical Log

The following listed defects are examples that shall be transferred to the Aircraft
Technical Log.

1) Cabin interphone system including handsets.

2) Passenger address system.
3) Megaphones.
4) Cabin and lavatory loudspeakers.
5) Emergency locator transmitters.
6) Cabin-Cockpit call system.
7) Attendant seats shoulder harnesses and lap belts.
8) Passenger seats recline mechanisms.
9) Cabin attendant seat mechanical defects.
10) Evacuation slides and slide rafts.
11) Emergency flash lights and holders.
12) Evacuation signals systems.
13) Passenger and emergency doors.
14) Under4eat bag9age restraining bars.
15) Overhead stowage bin latches.
16) Smoke burner curtains.
17) Lavatory smoke warning system.
18) Lavatory fire extinguishing system.
19) FASTEN SEAT BELT signs and placards.
20) NO SMOKING signs and placards.
21) Lifejackets.
22) Cabin emergency lights and test functions.
8) The Commander will then sign the statement (under sheet heading) to signify that he
has checked the Cabin Log Book.

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Note: Whenever any equipment is used on board it must be logged in the Cabin Log (e.g.
Portable oxygen bottle used for first aid purposes etc...).
23) Floor proximity emergency escape path lighting systems.
24) Passenger oxygen service units.
25) Lavatory oxygen modules.
26) Portable oxygen units (Bottle and masks).
27) Protective Breathing Equipment (PBE).
28) First Aid Kits,
29) Potable water defects.
30) Inoperative lavatories.
31) Any other defect considered to affect aircraft airworthiness or passenger/crew safety
and security
Cabin Cleaning Prior to Passenger Boarding
The cabin attendants shall check that the cabin (inclusive of lavatories and

Galleys) has been cleaned and tidy. All catering, galley or other equipment loaded should be
stowed so as not to impede the orderly flow of boarding. Cleaning should have been finished,
and cleaning personnel should have left the aircraft before passenger embarkation. If
passengers stay on board during transit, the cleaning should be carried out in such a way as not
to disturb the passengers.

Security Check

The Commander is responsible for ensuring that security procedures of the aircraft are pertinent
to the particular flight have been completed prior to departure, during transits and before leaving
the aircraft.

The F/P/CS must report to the Commander that a cabin security check has been completed
before passengers aboard the aircraft. The check should consist of a visual scrutiny of the
cabin, galley and toilets. The cabin crew shall carry out the check in their emergency areas.

MI crew are reminded that containers, meal / drink carts must be checked preflight. An effective
check can only be completed by breaking-open the seals and physically checking the contents
within. The exception to this

rule applies only where Customs regulations require that containers / carts with duty free must
remain locked and sealed. Also note that extra seals must be kept under lock and key.

The objective of these checks is to ensure that there are no unauthorized personnel or
prohibited items on board the aircraft

Advice on requirements and procedures at particular station can be provided by the security
department.

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Passenger Boarding

Boarding of passengers shall not commence until the Commander or his representative has
given clearance.

Boarding

Only in exceptional cases, and with the consent of the Commander, is embarkation or
disembarkation permissible with an engine running. In this case, passengers will be asked to
leave or enter the aircraft on the side opposite to the running engine.

For boarding of passengers cabin crew shall take up their prescribed positions .Cabin Crew
must check the boarding cards of passengers for the correct flight number, seat number and
ensure they are properly directed to the area of the aircraft in which they are seated.

Cabin Crew must make a note of any passengers displaying unusual behavior and discreetly
inform the F/P /CS who will inform the Commander.

• Intoxicated passengers.

• Passengers asking unusual questions such as security arrangement, location of emergency

equipment.

• Passengers showing signs of stress — profuse sweating may indicate a medical condition,
suspicious disposition or nervous passenger.

Note: On completion of boarding and on receipt of aft the documents, F/P / CS must inform the
Commander of the same, and clearance must be obtained from the Commander for closing the
last cabin door.

Passenger Seat Allocation

The allocation of seats to passengers by ground staff depends upon aircraft type, its seating
version, mass and center of gravity and the class of ticket held by the individual passenger.
Cabin crew must be aware of the importance of correct seat allocation with particular emphasis
on the seating of disabled passengers and the importance of seating passengers considered
likely to assist with an evacuation adjacent to emergency exits. In general, the following rules
apply.

— Each person who is 2 years of age or older shall be allocated a separate seat, equipped with
a proper safety belt/harness.

— Multiple occupancy of a seat by one adult and one infant is permitted only if the infant is
properly secured by an Infant Seat Belt attached to the adult’s safety belt. C/As shall distribute
the infant seat belts before departure and ensure they are properly fixed to each infant and

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collect them back to its location as per A/C type after arrival. An oxygen-dispensing unit must be
available for both adult and infant.

If there are many infants booked on a flight, ensure that after every 4 rows, one row is kept
‘infant-free as cabin crew must be able to grab the nearest available oxygen mask (in the event
of pressure being lost in the cabin).

Smoking Regulations (Passengers)

Smoking is not permitted on-board any Sudan Airways aircraft. Failure to obey the ‘NO
SMOKING SIGN” is a threat to safety an offence under Sudan Law.

Procedures for Handling Smokers in the Lavatory or Cabin

At Base

1) When Cabin Crew observes a passenger(s) smoking in the cabin they must politely tell him to
stop smoking.

2) If the same passenger(s) continue to smoke in the cabin or smoke in the lavatory the F/P
must obtain passenger’s details (his/her name, seat number, final destination etc...).

3) F/P shall advise the Commander of the situation. The Commander shall briefly inform Airport
authority ATC e.g. ‘Require that Security meet this aircraft. A passenger has been smoking.’

4) The smoker will be handed to local Authority.

Normal Door Opening /Closing Procedures

Door Normal Opening

Before opening an aircraft door the crew member In-charge of the door:

— must have received “Positive Clearance” from the ground staff that the steps I air bridge are
in position and it is safe to open the door. Ground staff must be positioned at the top of the
steps.

— Witness (Crew Member).

Positive Clearance

Ground staff are to knock on the outside of the aircraft door twice and give a thumb -up to
indicate it is dear and safe to open the door.

Witness

A crew member must be present with the door In-charge to ensure that the door is disarmed
and Positive clearance has been received.
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Adjustment of Steps /Air Bridge

If adjustment is required after the door is opened the door must be closed / locked and
reopened only when positive clearance has been received and witness is present

Positioning of Steps / Air bridges

To avoid the door coming into contact with ground equipment and causing any damage, the
correct positioning of steps /Air Bridge must be checked as follows:

— The platform is approx. 6 inches below the door sill

— The leading edge of the platform (including the rubber) is approx. 2 inches away from the
fuselage.

Door Closing

Before dosing an aircraft door ensure ground staff understand the door is being closed and
steps I aerobridge remain in position. The guide rail must be retracted in order to allow the door
to swing to the closed position.

The ground staff shall remove the steps! Air Bridge only after the door has been closed. If
passenger steps / jet ways or servicing equipment used, do not permit closing of the doors prior
to the removal of the equipment, the respective door must be secured with the door safety strap
and must be closed immediately after the equipment has been removed from the aircraft.

Landing

Before Landing

• The Fasten Seat Belt sign will be switched ON at 20,000 feet or 20 mines to destination,
whichever is earlier OR Top of Descent (TOD), if cruise flight level is below 20,000 feet. If
because of turbulence the Seat Belt Sign is already ON the captain will recycle the sign (Off /
on).

• The F/P/CS shall make a PA to advice the passengers.

• Cabin crew shall follow the procedures as listed in (Cabin Secure).

• Prior to landing the flight deck crew through the PA will brief the C/as to take positions for
landing”

• The cabin crew must be seated at their assigned stations with their seat belt and harnesses
fastened and conduct a silent review of their emergency drills.

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After Landing

After the aircraft has touched down, the cabin crew shall ensure that the passengers remain
seated with their seat belts fastened until the aircraft comes to a complete stop and the fasten
seat belt sign is switched off by the Commander (Engines Off). Cabin Crew will then disarm the
door on command from the F/P/CS.

Sterile Flight Deck

Flight deck door shall be closed from the time all external aircraft doors are closed following
embarkation until any external aircraft door is subsequently opened for disembarkation, except
when necessary to permit access and egress by authorized persons as stated below:

No person other than flight crewmember assigned to a flight shall have admission to or be
carried on the flight deck, unless the person is:

– an operating crew member;

– a representative of SCAA, responsible for certification, licensing or inspection, if this is
required for the performance of his official duties;
– an employee of other national aeronautical authorities or of the Company or its
maintenance contractor, if this is required for the performance of his official duties, or
– an employee of foreign aeronautical authorities/organizations performing specific duties
and/or on a familiarization flight, as approved by FOD;
– Flight Operations managers, TREs/Training Captains; and

The final decision regarding the admission to the flight deck of the above categories persons
rests with the Commander, who shall request identification of such persons before granting
admission. Admission to the flight deck shall not cause distraction and/or interfere with the
Flight’s Operation. SCAA personnel entitled to enter and remain on the flight deck in order to be
able to perform their duties shall only be denied access by the Commander if he deems this
necessary in the interest of safety, and shall details the circumstances of the incident in the Pilot
Voyage Report for transmission to the SCAA.

A person shall only be carried on the flight deck provided that a seat with safety belt/safety
harness is available and that the requirements concerning supplemental oxygen are met. The
person shall be instructed to keep the safety belt/safety harness fastened at all times, not to
touch any controls, switches, instruments, circuit breakers and shall be briefed in the use of all
flight deck emergency equipment and all relevant procedures.

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Sterile Flight deck must be observed during:

- Take-off from the time “Cabin Secure’ is given to the Commander until the fasten seat belt sign
is switched off after take-off

— Landing: from the time “Cabin Secure’ is given to the Commander until the fasten seat belt
sign is switched off.

However, should an emergency arise during critical phases of the flight, cabin crew shall
communicate with the flight deck using the interphone and not enter the flight deck personally.

Warning

• Under no circumstances the Cabin Secure Check be given to the Commander until the PA
Cabin Crew Seats for Take-Off / Landing” is made and all checks are completed.

• Movement during taxi shall only be for safety related duties.

If there is, need to enter the cockpit for service or emergency the cabin crew shall apply this
procedure

1 / request the pilots through intercom.

2 / use the security code obtained from the pilot in command during pre-flight.

Procedures.

Whenever the seat belts must be fastened, each infant is to be secured in the infant seat belt.

Passing the Cabin Secure Check to the Flight Deck

The flight deck door is always kept closed and locked.

TAKE —OFF - The flight deck crew Pilot Not Flying (PNF)] will call the F/P/CS after the safety
PA has been completed and obtain the “CABIN SECURE” check on the interphone and turn
over the Cabin

Secure card to ‘‘ read “CABIN SECURE”. No aircraft may enter the runway until the “CABIN
SECURE” has been received in the flight deck. Verbally.

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Definition of “Cabin Secure”

Cabin Secure Check from the F/P/CS is a confirmation to the flight crew that

— All doors are armed.

- Normal and Safety PA/Demonstrations completed.

— Cabin crew secures checks received by F/P/CS.

- PA made by F/P/CS “Cabin Crew Seats for Take-Off/ Landing”.

— Cabin lights dimmed. (In accordance with external conditions)

— All other cabin crew in assigned seats with their seat belt and shoulder harness securely
fastened.

— Cabin Secure Check passed onto the flight crew by the interphone.

— All crew monitoring the flight.

Cockpit and Cabin communication

Since PIC shall be informed all the time with any safety related situation or emergency. Effective
communication shall be maintained between flight and cabin crew in common language which is
Arabic and English languages. There shall be a protocol for communication and notification in
the event of emergency and in abnormal and normal situations. Flight crew shall notify cabin
crew, SNY and / or cargo attendant through PA when to prepare for takeoff, and landing and
when the flight is in the descend phase by switching on seat belt sign. The communication and
coordination shall be a combined process to address:

- Dissemination of Pax. Safety information

- cabin readiness prior to first A/C movement , takeoff and landing
- arming and disarming of cabin door slides if applicable
- preparation for turbulence
- medical situations
- emergency evacuation
- abnormal situations
- emergency situations
- Refueling with Pax. Onboard
When safety related situations identified, or abnormal and emergency situations arise, C/A shall
notify flight crew immediately by intercom using the terminology, signals and / or verbal
commands used as a standard language for emergency.
Such ways of communication shall also be valid during normal situations

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The following table shows the standard call out and communication protocols between
flight and cabin crew:
Commands or call Flight crew to C/A C/A to Flight Deck
out
Pax. Safety N.I.T.E.S ( verbally ) N.I.T.E.S acknowledgement ( verbally
information
Severe turbulence Take your seat immediately ( by Report cabin situation (verbally or by
PA) intercom )
Or cycle seat belt sign twice
Depressurization/ C/As and Pax. Take nearest masks Report cabin situation (verbally or by
decompression immediately (by PA) intercom )
Unlawful Capt. , I must come to cockpit
interference / immediately ( by intercom )
hijacking
Medical situation Purser to the cockpit Sick Pax. ( by intercom )
Or six rings ( crew incapacitation )
On land evacuation Evacuate ( by PA ) Evacuate (by PA ) and / or
And /Or evac. Signal Evacuation Signal (if no response from
cockpit when evacuation Deem
necessary
Ditching Evacuate ( by PA ) Evacuate
And /Or evac. Signal Or evac. Signal (if no response from
cockpit when evac. Deem necessary
Abnormal and Purser to the cockpit ( by PA ) Fireonboard
emergency situation Or six rings Birth onboard
Death onboard
Or bomb onboard (by intercom )

Evac. Aborted C/As and Pax. Keep your seats (by

PA )
Ready for Attention C/A at station ( by PA )
evacuation
Take safety position Brace brace ( by PA )
Or six rings

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Arming slides Close doors ( verbally or by Doors closed ( by intercom)

intercom
Before departure
Disarming slides Seat belt sign off after arrival Doors disarmed ( by intercom)
and complete stop
Take off is soon Cabin crew take off position
( by PA )
Landing is soon Cabin crew Landing
position( by PA )
Refueling with Pax. Refueling taking place (by Refueling taking place (by PA)if there is
Onboard PA) no flight crew in cockpit

Note: at least a ground staff to be onboard to coordinate communication between cabin

and ground staff in the absence of flight crew in the cockpit.

Cabin Secure for Take-off and Landing

C/As shall check the following flight safety related check items in their assigned work area prior
takeoff and landing.

Cabin

 All seatbelts fastened

 Passenger seat backs in upright position
 Tray table stowed
 Footrest / Video screen / Monitors stowed.
 Overhead luggage bins securely stowed
 Portable electronic equipment switched off and stowed
 Window blinds open
 Cabin curtain (dividers) Secured open
 No smoking

Note: if a passenger refuses to fasten his seat belt, crew must speak to the passenger and
explain the safety requirements. if he stiff refuses the F/P/CS must be informed immediately
who will then speak to the passenger If the passenger still refuses the F/P/CS will liaise with the
Commander who will authorize the “removal of the person from the aircraft unless the safety
instructions are complied with.

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Toilets

• No passenger in the toilet

• No loose article in the toilet
• Toilet seat cover down
•Toilet door locked
Galleys
• Galley electrics off
• Carts brakes applied
• All loose articles stowed and secured
• Galley curtain (divider) secured opened
• Containers latched
Note: any cart or trolley must be equipped with serviceable braking device

Securing cart and trolley

Preflight Manual Demonstration

When a Safety Video is not available or inoperative, a physical demonstration of the safety
equipment accompanied by a synchronized PA in Arabic and English is required. All equipment
being demonstrated must be held high, safety instructions card displayed front and back and
oxygen mask held high and placed over the head.

Safety Video Screening

Cabin crew are permitted to continue with ground services duties in all cabins, whilst the safety
video is in progress.

Note:

1) Cabin crew shall strictly do the NO SMOKING’ sign check and ensure that no portable
electronic devices are being used by passengers.
2) The Pre-Flight Passenger Briefing is not required before every takeoff on a multi stop flight
with no additional passenger. It is necessary only for a change of aircraft and / or applicability of
information (e.g. first segment overland, second segment over water, change of seat location).
Arming / Disarming Procedures

The F/P/CS is responsible to order the Arming/ Disarming of the cabin doors.

Arming Procedure

On departure, once the last cabin door has been closed, the F/P/CS will check that the
aerobridge and steps have been removed from the aircraft and will then make the following PA.

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“Cabin Crew ARM Doors and Cross Check”

On hearing this PA. The cabin crew must arm their respective doors and physically crosscheck
the opposite door.

The F/P/CS will then calls on the interphone and receive the arming checks (from the LHs
crew).

In case of cargo flight, cockpit crew will take over responsibilities.

Disarming Procedure

When the aircraft comes to a halt at the parking bay and the seat belt sign is switched off the
F/P/ CS will make the following PA -

“Cabin Crew DISARM Doors and CROSS Check”

On hearing this P.A the cabin crew must disarm their respective doors and physically cross
check the opposite door.

When it has been confirmed by the F/P/CS from the cabin crew on the interphone that this has
been accomplished, the F/P/CS will then proceed to the Flight Deck and ask for confirmation
from the Commander that all doors are disarmed.

“Captain. Confirm All Doors Disarmed”

The Commander will then check the relevant page on the ECAM and confirm verbally to the F/P
CS“Doors Disarmed”

The F/P/CS will return to the cabin and confirm to the (LHS) cabin crew by interphone that all
doors are disarmed.

Cross Check

Cabin craw cross check the door opposite their assigned door to ensure that all doors are
ARMED or DISARMED. Crew from both doors must physically check and agree that the door is
ARMED or DISARMED. The RHS cabin crew will pass the check to the left hand side cabin
crew who then will pass on the check forward to the F/P. Cross check does not apply when
there is no cabin crew at the opposite door

Note: In all non-emergency situations, the cabin crew who are responsible for a door are the
only crew allowed to ARM / DISARM, OPEN / CLOSE a specific door.

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Special Load in the Cabin (Blocked Seat Baggage)

Acceptance is permitted if the safety and comfort of other passengers will not be impaired and
the size of the baggage permits it to be secured on the seat in such a manner as to prevent
movement on crash impact (F/P /CS Informed).

— A passenger is prepared to pay for an extra seat in order to carry extremely valuable
baggage, (e.g. antique musical instruments, works of art etc.), only baggage accompanied by a
passenger may be accepted.

— Diplomatic mail accompanied by courier.

— Dangerous goods may never be accepted as cabin load other than the exemptions listed in
IATA DGR.

— Limitations;

a) Maximum weight of any such item is 75 kg and length is l2Ocms

b) A maximum of 3 extra seats can be booked per passenger

• Stowage:

Use window seats first working inwards towards the aisle and secured by seat belt or by lashing
ropes and tie down rings attached to the seat track.

Seats used, must be well clear of Emergency Exits.

Baggage should not hamper passenger and crew movement and must not exceed the height
and the width of the seat

Hand Baggage

Cabin Crew should ensure that cabin baggage, service items and other objects are only stowed
in approved areas so that they are given restraint against forward, lateral and vertical
movement. Items must not be stowed in toilets or against bulkheads that are incapable of
restraining articles. Individual pieces of hand baggage must not exceed 7kilos in weight and
must be within the dimensions of 50 x 37x 25 cm. They must not be stowed in such a way as to
obstruct or damage emergency equipment or exits.

Baggage Off-load Policy

Cabin crew must check that the hand baggage passengers are carrying is suitable to bring on to
the aircraft. If any items of hand baggage are too big or too heavy it should be taken away from
the passenger, tagged and stowed in the aircraft cargo hold (prior to doing so please ensure the
passengers has taken his valuables like passport; currency, jewelers etc. out of the bag)

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Baggage Stowage

Approved stowage’s must be clearly placarded with weight limitations and enclosed by latched
doors. Cabin crew must ensure that the limitations are not exceeded. Baggage placed in lockers
must not prevent doors from being closed securely.

Under seat stowage may only be used if the seat is equipped with a restraint bar and the
baggage is of a size that can fit the space under the seat.

Note: Cargo must NOT be loaded in the cabin.

Members.

Supernumerary, cargo attendant and /or SNY crew

- Shall be briefed with any safety or emergency situation like turbulence or no smoking
procedures.

- Shall be seated with seat belt and shoulder harness fastened if applicable each take off,
landing and turbulent weather or any emergency situation.

- Their hand baggage shall be secured according to the procedures

- In case of cargo A/C Capt. or whosoever delegated by him has to brief SNY / cargo attendant
and demonstrate to him the use and location of :

Ox system, doors operation, seat belt, any other safety demo required including life vest as Pax
always briefed:

- When to prepare for takeoff and landing

- When the A/C is descending

- When the A/C is cruising.

On Board Safety Check.

The following list includes items / equipment subject to the pre-flight check:

First Aid/ Medical Kits.

Portable Oxygen Bottles.

All Types of Extinguishers

Protective Breathing Equipment

Power Megaphone

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F/A Life Vest (Spare Life Vests)

Slide / Rafts (Pressure Gauge)

Emergency Radio Transmitter.

Seat Belts.

Demonstration Equipment.

The demonstration equipment bag is located in the overhead rack besides the Flight Attendant
demonstration position.

If during the inspection, any malfunction or damage is observed, it will be reported to the in-
Flight Supervisor. An entry shall be in the Cabin Discrepancy Log Book, unless it is already a
deferred item

Schedule preparation:

1. Trips assignments and Scheduling of the flights should be very fair and justifiable to both
the Company and Crew members taking into consideration factors relating to flight
Attendant on-duty time and adequate rest period as well as the factors relating to the
benefit and the interest of The Company.
2. The roster office will make every possible effort to post schedule for the coming month on
approximately the 20Th of the current. Month.

3. Reserve F/A will be scheduled in considerable numbers so as to cover any shortages

and open times (non-scheduled flights) and any other emergencies. .
4. Any special qualification. The scheduling dept. should note to roster the cabin crew with
(extra foreign languages in the flights directed to certain destinations where foreign
language other than English and Arabic is needed. to help and ease communications)
The roster dept., for any operational reasons can change a flight attendant with certain
qualifications with another whenever need arises.

5. The Roster Dept., will make every possible effort to schedule Flight Attendants duty
periods so as not to exceed fourteen (14(continuous hours.
6. The Roster Dept. will make every possible effort to schedule Flight Attendants according
to the policy governing the crew rest periods.
7. All regular flights and other assignment will be arranged and into monthly scheduled lines
of duty (roster).
8. The Company cannot grantee Flight Attendant day off according to F/A roster based on
the basic needs of operational requirement.

Procedures during refueling:

The following procedures must be met during refueling with passenger on board:

Passenger should be briefed that refueling will take place.

No smoking is allowed by passenger or crew.
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Passenger and crew should not be allowed to use matches or lighters nor to operate
electrical shavers.
A/C Fwd. /Aft main entry doors (B737 Air stairs) should be opened. Steps jet ways should be
in position.
Flight Attendant should be positioned at each passenger door.
A minimum of two Flight Attendant should be on board, should any fuel vapor be detected in
the cabin, Flight Attendant shall notify the fueling staff and cockpit immediately.
2.48.7 Ensure that the aisle, steps & jet ways are, not blocked by any obstacle.

2.48.8 Keep cabin under observation to ensure safety regulations is not violated.

2.48.9 Seat belts to be unfastened.

FUELING/DEFUEUNG WITH PASSENGERS ON BOARD

2.72.1 Procedures

Aircraft fueled when passengers on board, the following safety regulations are adhered to.

(Regulations for station handling are published in the Ramp Safety Manual.)

The Airport fire brigade has to be informed before fueling/defueling is commenced.

It must be coordinated between the captain and the station representative and cabin crew who
must be informed about start and end of fueling/defueling, to ensure adherence to all necessary
safety regulations.

These regulations apply for embarkation and disembarkation of passengers and passengers on
board during transit time.

The fueling has to be supervised by qualified station personnel.

Special regulations:-

For up to 20 passengers on board while fueling/defueling, the PIC may decide to reduce the
minimum required usable exits to two.

In this case, passengers must be gathered and seated near usable exits and observed by cabin
crews constantly.

2.72.2 Safety Measures

1) If passengers are boarding during fueling/defueling the boarding process must be

coordinated by station personnel to prevent gathering of passengers in the entrance area.

2) All minimum required usable exits must be kept free of obstacles for rapid deplaning or
evacuation either inside or outside .All vehicles and ground equipment’s must be positioned in a

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way that immediate slide inflation at these exits is ensured. No catering through these exits is
permitted.

In exceptional cases, when airport specific requirements are necessary, the opposite doors to
the published required usable exits (refer to Type-Specific Part) may be used.

3) Principally on all aircraft types two exits shall be opened and passenger air jetties /stairs
docked.

Those exits are primarily used as emergency exits.

If, in exceptional cases, only one stair is available, fueling is allowed from one side only
(preferably right hand side).

If one stair is available, fueling from one side only is allowed provided there is no loading or
unloading (catering etc.) at the same time, to ensure that all slides, if required, can be deployed
without delay (refer to clearance areas In Type-Specific Part).

4) One flight crew member must remain in the cockpit for communication with cabin crew and
ground personnel .C/As shall be ready to inform PAX by P/A or other means of communication.

5) The cabin must be illuminated sufficiently.

6) Passengers/SNY or CGO attendant remaining on board will be requested to remain seated

with the seat belts unfastened, not to smoke and do not use any electrical appliances and
cellular phones.

7) All exits, at least the minimum required exits, must be occupied with qualified cabin crew to
ensure:

- Evacuation through specific exits if necessary

- securing unusable exits

- Securing exits after catering vehicles have undocked

- All exits, except the ones with passenger air jetties/stairs docked, must be closed and door
mode must be in “Disarm’.

- If an evacuation becomes necessary or upon the command: “Attention Crew: AT Station”,

doors mode must be changed to “Arm", where no air jetties/stairs are docked.

- After the command ‘Disarm” all doors must be changed back to ‘Disarm”.

8) Fueling/defueling is allowed at the right side only during embarkation/disembarkation.

The flight crew and the station personnel must be informed and the fueling must be stopped, if:

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- Fuel vapors are noticed in the cabin

- Safety precautions are not adhered to

- Other safety related observations noticed

Adherence to safety regulations point 1) to 3) and point 8) is the responsibility of the station
representative.

Adherence to safety regulations points 4) to 7) as well as points 2) and 3) as far as the crew is
concerned, is the responsibility of the captain or his deputy, and the purser for the cabin crew
respectively.

According to CAA regulations, the airlines shall maintain refueling approval from the Airport
Authority in advance, and then ensure fire brigade is dispatched, the airliners may take the
measures described as above mentioned.

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Definition
SCAR 06 (Sudan Civil Aviation Authority Procedures)

Crew:
A member of the cockpit crew or a cabin attendant.
Flight crew:
Those members of the crew of an aircraft who act as a pilot or flight engineer. Always
mentioned as “cockpit crew". In this (SCAR 04).
Captain:
Rank that designates a pilot as the leader of crew.
Pilot in command:
Pilot-commander or his delegate – in charge of the operation of the aircraft in flight.
Chain of command:
The captain in command of the aircraft is responsible for the safety of passengers and good
carried on board, and for the control and discipline of the entire crew.
All of the crew members are under the direct supervision of the Captain and directly
responsible to him for the performance of all duties pertaining to the flight as directed by the
company rules and procedure.
The chain of command order:
Each emergency situation is essentially a unique incident , no procedure or instructions can
encompass all possible type of accidents or emergency situations, neither it is possible to
detail outline the exact steps to follow in such a situation According ,flight attendant control
before , during and after an emergency is
largely influenced by initiative judgment alertness and a thorough knowledge
Once an evacuation is started, it may be stopped at any time according to the Captain
instruction or the ranking crewmember.
It is not intended that crewmembers assume needless and unnecessary risks. In an emergency
situation, do everything possible to provide safety and rescue to save the passengers but not
beyond the limits that might jeopardize your personal
Safety or life to death.
Cabin attendant /cabin crew:
{A person employed to facilitate the safety of passengers whose duties are detailed by the
company or the aircraft commander; such person will not act as a member of the cockpit}.
Crew seat:
Certified seat fitted with a harness, seat belt, & headrest occupied by cabin crew member during
taxing, takeoff & landing.
Duty:
Any continuous during which crew member is required to carry
out any task associated with the business company.
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Home reserve:
{A period of time during a day other than a "day off “which the company requires a
crewmember to be at an agreed location for the purpose of giving notification of a duty period}.
Standby duty:
A period during which the company places restrains on a crew member who would
otherwise be off duty.
Split Duty:
A flying duty period which consist of two or more sectors separated by less than a minimum
rest period.
Days off:
Periods available for relaxation, free from all duties. A single day off shall include two local
nights. Consecutive days off shall include a further local night for each additional consecutive
days off.
Sector:
The Time between an aircraft first moving under its own power until it next comes to rest after
landing, on the designated parking position.
Short /medium haul:
Flight lasting up to 5 hours.
Long haul:
International flight or flight lasting 5 hours or more.
Infant:
a child has not reached 2nd birthday.
Unaccompanied minor (UM):
Is a child under 12 years of age or at the request of three parents or guardian a child who is over
12 years of age who is traveling alone, or with member's escort.
The following duty limitations will apply:
Fourteen (14) hours maximum, The here above duty time may be , under exceptional
circumstances did occur. In this case the captain will inform by fax-e-mail operations
department of Sudan civil aviation as soon as possibly can, giving the reason and action taken
concerning this situation.

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Time for cabin crew

Reporting Time (1 : 30):
ONE-hour 30 (1: 30) min. before ETD.

Duty time for cabin crew (60 min. before/30 min. after):
Starts at least 60 minutes before ETD. & ends at least 30 minutes after engine shut down.

Block Time( chocks):

It’s a time recorded in hours & minutes from Chocks off to chocks in.
Flying time(wheel off to wheel on):
It’s a time recorded in hours & minutes from wheels off ground to wheels on the
ground.
Flying Duty Period {FDP}:

Any time during which a person operates in an aircraft as a member of its crew. It starts
when the crewmember reports for a flight, and finishes at on chocks on the final sector.
Rest period:
A period of time before starting a flying duty period which is designed to give crew
members adequate opportunity to rest before a flight.

Home reserve:
{a period during a day other than a "day off “which the company requires a crewmember to be
at an agreed location for the purpose of giving notification of a duty period}.
Rest periods for cabin crew
1 - Duty periods of (4) hrs. & less than (4) hours.
= Rest hours Eight (8) hrs.
2 - Duty periods of more than (4) hrs. Up to, & including (10) hrs.
= Rest hours Ten (10) hrs.
3 - Duty time for duty periods of more than (10) hrs. up to , & including (1
= Rest period equal to the duty period.
4 - Duty period of more than (16) hrs.
= Rest hours. One and half the duty period.

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Duties other than flight duties:

Cabin crew will have to be cleared from any duties for period of at least 36 consecutive hrs.
Every week, or if that is not possible, 72consecutivehrs.Duringthe period of14consecutive
days.The36hrs.Periodwill have include 2 nights

Maximum Flying time for cabin crew:

Cabin crew cannot fly more than:

1000.hrs. For a period of 12 consecutive month.

300.hrs. for period of 90 consecutive days.

110 hrs. For a period of 30 consecutive days.

Other consideration regarding duty & rest time:

When the duty period starts between 20:00 LT. and 04:00 LT.

or does encompass that period , the duty time period to be taken into account for the
computation of the rest period will be increased by 2 hrs.

Required licenses rating or qualification:

No person acts as a flight cabin crew at flight operation in connection civil aircraft
unless he/she:

holds a cabin crew license issued to him/her under the ANR

(b)Holds a rating for cabin crew of specific aircraft type issued to Him/her under
the ANR or has qualified for the operating position At which he/she acts under the
supervision of cabin crew examiner.

Duration of licenses & rating:

a license issued under ANR will be unlimited duration unless suspended or revoked by
the director general in accordance with this ANR.

a rating issued under this ANR will be of unlimited duration, but will only remain valid
in the operation position concerned if periods of validity and current operating
practice specified by the director general are complied with holder.

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Minimum requirements:
An operator shall ensure that crewmembers satisfy the following requirements:

Is at least18 years old, has passed an initial medical or assessment and is found
medically fit to ensure duties specified in the OM is holding the cabin crew in ref. to
the appropriate ANR part IX Vol.3.

Initial Training (Annex 1):

An operator shall ensure that each cabin crew member successfully completes initial
training approved by S-CAA, in accordance with Annex 1, and the checking required
by paragraph 14 below, before undertaking conversion training.

Familiarization Line Flight:

A Republic of Sudan Air Operator shall ensure that, following completion of conversion
training as in 10 above, each cabin crew undertakes familiarization line flight as super
numary crew, prior to operating as one of the minimum number of cabin crew
required in 6 above In case of first conversion, training the number of familiarization line
flight should not be less than 3 with minimum of 6sectours. In case of subsequent
conversion trainings, the number of Familiarization line flight should not less than flight
with a minimum of 2 sectors.
Recurrent Training (Annex 3):
An operator shall ensure that each cabin undergoes recurrent training in
accordance with Annex3, converging:
Emergency exit rows:
passengers Seat rows leading to an exit.
The actions to each crew member in evacuation and other appropriate normal and
emergency procedures and drills relevant to type (s) and /or variant(s) of aero plane on
which they operate.
An operator shall ensure that recurrent training & checking
programs include theoretical and practical instruction, together with individual
practice, as described in Annex 3.
The period of validity of recurrent training and the associated checking required
by 14 of this SCAP 06 shall be 12 calendar months in addition to the remainder of
the month of issue.

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Pre –flight check:

All flight attendants must conduct a pre – flight safety equipment check and
passengers service items on the checklist for their particular aircrafts type and
assigned position.
Refresher Training (Annex 4):
An Air Operator shall ensure that cabin crew member who has been absent flying
duties for more than 6 months, or, has not – during the preceding 6 months
– Undertaken duties on the type of aero plan as cabin crew member, completes
- Refresher Training as detailed in Annex 4.
- Operates 2 familiarization lines on the type, as
supernumerary crew member.
Operation on more than type/variant:
An operator shall ensure that cabin does not operate on more than 3 aero
plane types.
For the purpose of 15.1 above, variants of aero planes type are be considered
to be different if they are not similar in all the following aspects:
- Emergency exit operations,
- Location and type of the safety equipment emerge.
Crews Personal Customs Clearance:
Cabin crew must report for personal crew custom clearance at all airports on
arrival and departure. London Aircraft doss not require a departure clearance
cabin crew should never proceed to the aircraft without prior clearance from
the customs officer on duty. Cabin crew should familiarize
Themselves with customs Regulation with regard to the export and import of
restricted articles .
A custom Officer may board the aircraft at any time and it is a serious offence
to impede a custom Officer in the course of his duties.

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Roster
Rules prior to the flight duties:
 The Roster office issues a monthly roster to all cabin crew.
 This Roster includes the regular flights during the month and according to schedule. It also
includes additional assignment such as (AV) (SB) etc.
Schedule preparation
1. Trips assignments and Scheduling of the flights should be very fair and justifiable to both the
Company and Crewmembers taking into consideration factors relating to flight Attendant on-
duty time and adequate rest period as well as the factors relating to the benefit and the interest
of the Company.

2. The roster office will make every possible effort to post schedule for the coming month on
approximately the 20Th of the current. Month.

3. Reserve F/A will be schedule in considerable numbers so as to cover any shortages and open
times (non-scheduled flights) and any other emergencies .

4. Any special qualification. The scheduling dept should note to roster the cabin crew with
(extra foreign language in the flights directed to certain destination where foreign language
other the English and Arabic is needed. To help and ease communications).

The roster dept for any operational reasons can change a flight attendant with certain
qualification with another whenever need arises.

5. The Roster Dept , will make every possible effort to schedule flight attendants duty periods so
as not to exceed fourteen (14)continuous hours .

6. The Roster Dept will make every possible effort to schedule flight attendants according to the
policy governing the crew rest periods.

7. All regular flight and other assignment will be arranged and into monthly scheduled lines of
duty ( roster).

8. The Company cannot grantee flight attendant day off according to F/A roster based on the
basic needs of operational requirement.

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A. Reporting Time:
 Flight attendants must l report, to work. One and half hours before scheduled departure
time.
 Flight attendants on (SNY) ferrying flights must report at the same time with the operating
crew.

B. Communications:
1. Flight Attendants must have serviceable mobile phone or telephone in their place of residence
and must keep their Chief flight Attendant and the roster office informed accordingly.

1. If for any reason the crew member could not be reached on the above
telephones there must be an alternative serviceable telephone.
2. All calls must be answered promptly. Automatic recording or answering
services must not be used for contacts regarding flight or S/B duties.
3. The (personal tray) as a second alternative to keep the individual informed
with any roster changes.
4. Flight Attendant monthly roster is the official document governs the
relationship between the flight Attendant and the Roster office for executing
flight Otherwise the above applies.
5. flight Attendant are requested to reduce their personal contacts to the
minimum possible with the roster personnel regarding their flight, other
6. official personal affairs (expenses, leaves, requests, salary ...ect) to be
discussed with the Chief Of flight Attendants through the proper channels.
Uniform Standards:
 The prescribed uniform will be worn by flight Attendant on all flights and in
public relation assignments to which he/she may be assigned to variations or
substitutes are not acceptable at all.
 The flight Attendant must keep all uniform items neat, clean and in good
repair. If an article is lost, stolen or damaged, it must be replaced immediately.

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Transport:
 Transport is provided to and from the Airport at any base crew to perform any
official duties or flight Transport should be used for any personal affairs.
After reporting to duty:
 Flight Attendants must sign their names and write the actual reporting time.
 Flight Attendant must check the personal mail tray for
notification/amendment, or a new flight.
 Flight Attendants are to clear themselves from immigration & customs after
attending briefing and before proceeding to the A/C.
Flight attendant briefing:
 The flight Supervisor Senior of the flight Attendants. conduct the briefing
which must commence immediately after the reporting time and it can be
minimum of fifteen minutes Each briefing will cover.
 Flight information
 Crew assignment ,(position)
 Emergency equipment /location and how to use them
 Schedule of beverage and meal services
On board safety check:
 The following list includes items/equipment subject to the assigned
position.
- First aid / Medical kits.
- Portable Oxygen bottles.
- All types of Extinguishers.
- Protective breathing Equipment.
- Power Megaphone.
- F/A Life Vest (Spare Life vest).
- Slide / Rafts (pressure Gauge).
- Emergency Radio Transmitter.
- Seat Belts.
Demonstration Equipment:
 The demonstration equipment bag is located in the over head rack besides the
flight Attendant demonstration position.
 If during the inspection, any malfunction or damage is observed, it will be
reported to the in –flight supervisor. An entry shall be in the Cabin
Discrepancy log Book, unless it is already a deferred item

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Required Flight Attendant items:

The following items must be available and valid accessible in the flight Attendant
brief case during all flight:

1 -Valid license.
2 - Flight Attendant manual.
3 - Operable flashlight.
4 - Company ID/and the Civil Aviation Gate Pass.
5 - Valid passport.
6 - Wristwatch.
7 - Valid medical card.
8 - A whistle.
9 - Spare Set of Uniform.
10 - Kitting bag.

Note:
The validity of all paper above is the responsibility of the individual. (Entry
and Exit Vases are also the responsibility of the individual) but every
assistance will be given by the company to obtain these.

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Schedule preparation:
1. Trips assignments and Scheduling of the flights should be very fair and
justifiable to both the Company and Crew members taking into consideration
factors relating to flight Attendant on- duty time and adequate rest period as
well as the factors relating to the benefit and the interest of the Company.
2. The roster office will make every possible effort to post schedule for the
coming month on approximately the 20Th of the current. Month.
3. Reserve F/A will be schedule in considerable numbers so as to cover any
shortages and open times (non-scheduled flights) and any other emergencies. .
4. Any special qualification. The scheduling dept should note to roster the cabin
crew with (extra foreign language in the flights directed to certain destination.
where foreign language other the English and Arabic is needed. To help and easy
communications).

The roster dept for any operational reasons can change a flight attendant with certain
qualification with another whenever need arises.

5. The Roster Dept. will make every possible effort to schedule flight attendants
duty periods so as not to exceed fourteen (14 )continuous hours

6. The Roster Dept will make every possible effort to schedule flight attendants according to the
policy governing the crew rest periods.

7. All regular flight and other assignment will be arranged and into monthly scheduled lines of
duty (roster).

8. The Company cannot grantee flight attendant day off according to F/A roster based on the
basic needs of operational requirement.

(SB) Reserve Responsibility:

1 – On all (SB) days assignments flight attendant may keep in contact with the roster to check
his/her duty status.

2 – The roster dept will be obliged to notify the flight attendant whenever changes take place for
example:

a) Status changes from (SB) reserve to (AV).

b) Status change to (release) until next specified status call.
c) Status change to (release) for the rest of the day.

Flight attendant should expect at all times on scheduled flight or on call, he/she subject to
emergency night stop.
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Confirmation of flight duty:

1. The flight supervisor upon arrival to the airport, he/she is to contact the
roster department to confirm the actual departure time of his scheduled flight,
and any other information’s in regard.
2. if a flight attendant does not arrive at airport in applicable time to operate a
flight assignment he/she is to replaced by another (SB) F/A. he/she will
considered as (no- show) and subject to disciplinary action.
3. if a flight delayed due to late arrival of the F/A. he/ she will be subject to
disciplinary action.
SNY rules:
1. a set of crew on board the A/C in full uniform destined to operate another
flight same day or other rest period or an official assignment .
2. SNY crew he/she should be in full uniform & entitled for all the facilities as the
operating crew , including the hotel accommodation/ allowances , rest period,
flight duty time calculation.
3. he/ she can be in full uniform onboard the flight to fly on his/her own to
specific destination.
4. 4 – the SNY crew in full uniform without any duty obligations unless requested
to do so, by the PIC. Or the flight supervisor.
5. 5 – he/she is under the supervision of the operating PIC. Or FAIC. And directed
by him / her in case of emergency.

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Attendant policy:
1- purpose:
A - Providing the right service at the right time four our customer.
B – Several elements which comprise the overall subject of attendance. The
elements are:
1) Must report for work on time, and remain in the work area as necessary for
the efficiency of work performance, unless otherwise authorized to leave the
place.
2 ) the F/A who is unable to report to work as scheduled, he/she is to report
his/her absence to the roster office in an amble of time so as to enable them to
see for S/B.

Legal leaves:
 Annual leave:
 The annual leave is an entitlement.
 The F/A is entitled for an annual of twenty one days yearly up to thirty
days according to his/her status.
 The company has the right to roster the F/A leave for one year and not
more than two years due to necessities of work.

Pregnancy leave:
The female F/A is entitled for a pregnancy leave as flows:
* She will be grounded when she confirms her pregnancy.
* She may offered a ground job without flying.
* She will entitle for 56 days (as delivery leave) with the above salary.
* She will be entitled for a confinement leave for a maximum of two year.

Sick leave:
 The F/A is entitled for a sick leave that may extend to:
 First 6 months with full payment.
 Second 6 months with half payment.
 If the condition still exists he/she is to transfer for a medical consultant to
confirm his/her fitness.
 The interval sickness with in duration of 3 months in one year subjects the
individual to a medical consultants' to confirm his/her fitness.

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Permitted absenteeism:
 Witness service at court.
 Absence resulting from medical accident at work.
 Military training leave or other military “active duty”.
 Approved vacation and optional holidays.
 Blood donation.
Discipline & conduct:
1. Adherence to company regulation.
2. Adherence to all company rules is imperative. Violation of any of the
company regulation or any misconduct subject the F/A to disciplinary
action, or a summary trail.
3. The following action will be cause for immediate disciplinary action or
dismissal:
4. Sleeping, dozing or any action by the F/A that gives the impression of
sleeping.
5. Violation of company rules that forbid drinking of alcoholic beverages.
6. Removal of company property or any passenger service item – or
converting same personal use without permission from the company.
7. Falsification or misuse of sick report.
8. Gross passenger discourtesy.
9. Refusal of a flight assignment.
10. Upon termination for any reason, he/she must return all of company
owned & equipment.

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General behavior:
 F/A. conduct and grooming must reflect positively behavior while in
uniform
 He/she not allowed consuming alcoholic drink at all.
 He/she should not use posses, receive, sell or distribute narcotic,
stimulants or marijuana.
 Failure to comply with the above rules will result termination of services.
 F/A. must not carry firearms, weapon.
 F/A. must not, read, watch movies, playing mobile games. After all PAX.
Having their meals, F/A may eat in the galley or in his jump seat but not facing
PAX. the cockpit crew can have their meals in the flight deck.
 F/A should not to smoke while PAX. Onboard.
 F/A unauthorized to transport prohibited or illegal articles, on company
aircraft,
 He/she not accept tips offered by PAX.
 The chewing gum is not allowed while in uniform.
 He/she most not make any statements to the press or giving report about
company policy without approval from the company.
 Indiscriminating discussion of company matters, aircraft technical
problem, in presence of PAX. Or friends must not take place.
 Flight attendant is to report to the nearest medical facility and notify the
roster to issue a sick report in case of accident or injury.
 He/she is responsible to return back catering remain.

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ICAO Alphabet & Numbers

Transmission of numbers in radiotelephony
Transmission of numbers
Pronunciation of numbers
When the language used for communication is English, numbers shall be
transmitted using the following pronounciation:
Numeral or numeral element Pronounciation
0 …………………………………………..ZE-RO
1 …………………………………………..WUN
2 …………………………………………...TOO
3 ……………………………………………TREE
4 …………………………………………….FOW-er
5……………………………………………. FIFE
6……………………………………………. SIX
7 …………………………………………….SEV-en
8……………………………………………. AIT
9 …………………………………………….NIN-er
Decimal……………………………………. DAY-SEE-MAL
Hundred …………………………………….HUN-dred
Thousand ……………………………………TOU-SAND
All numbers, except as prescribed in shall be transmitted by pronouncing each
digit separately.

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CITY AIRTPORT CODES

City/Airport ICAO IATA

4 Letters Indicator 3 Letters Indicator
KHARTOUM HSSk KR.T
PORTSUDAN HSPN PSN
DONGOLA HSDN DOG
MERAWE HSMR MWE
ALDEBAH HSDB DDD
ATBARA HSAT ATB
ELOBIED HSOB EBD
ELFASHER HSFS ELF
NYALA HSNL UYL
JUBA HSSJ JUB
ELGENINA HSGN GEN
MALKAL HSML MAK
WAU HSWW WUU
K ASS ALA HSKA KSL
CAIRO HECA CAI
NAIROBI HKJK NBO
NDJAMEINA FTO NDJ
KANO DNKN KAN
JEDDAH OEJN JED
SANAA OYSN SAH
RIYADH OERK RUH
ABU DHABI OMAA AUH
DOHA OTBD DOH
SHARJAH OMSJ SHJ
DUBAI OMDB DXB

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The Earth
 POLES

 Polar Distance is 7900 STM, 6860 NM 12717 km. »

 Equator Distance is 7927 STM, 6884 NM 12760 KM.

The earth is not true sphere but flatted at the poles; the most correct description of its sphere as oblate
spheroid.
Equator:
It is great circle, whose plane is a perpendicular to the axis of the earth,
Latitude:
It is the angular distance north or south parallel to the equator.

Longitude:
It is the angular distance east or west of the prime meridian, which passes through Greenwich.

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Conversion Table

Dist. Unit Nautical (NM) Statue (stm) Kilo (Km)

(NM) 1 1.15 1.85
(stm) 0.87 1 1.60
(Km) 0.54 0.6 1

 One (NM) = 6080 feet.

 One Statue Mile = 5280 feet.
 One Kilometre = 3280 feet.

Coordinates;

 The latitude & longitude of a place each expressed, as an angle in degrees and minutes is known
as co-ordinate.
 One degree on the longitude is equal to (4) Times.
 To get time from co-ordinates either local or GMT time (UTC, coordinated, universal time) the
following formula is to be used:
 LMT = GMT + (Long In degrees x 4 min) (Eastern + Western - ).

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Atmosphere Layers
Earth's atmosphere has a series of layers, each with its own specific traits.
Moving upward from ground level, these layers are named the troposphere,
stratosphere, mesosphere, thermosphere and exosphere. The exosphere
gradually fades away into the realm of interplanetary space.
Troposphere:
The troposphere is the lowest layer of our atmosphere. Starting at ground
level, it extends upward to about 10 km (6.2 miles or about 33,000 feet)
above sea level. We humans live in the troposphere, and nearly all weather
occurs in this lowest layer.
expansion of the air heated by area. In this layer temperature decreases with
altitude.

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Stratosphere
The next layer up is called the stratosphere. The stratosphere extends from
the top of the troposphere to about 50 km (31 miles) above the ground. The
infamous ozone layer is found within the stratosphere. Ozone molecules in
this layer absorb high-energy ultraviolet (UV) light from the Sun, converting
the UV energy into heat. Unlike the troposphere, the stratosphere actually
gets warmer the higher you go! That trend of rising temperatures with altitude
means that air in the stratosphere lacks the turbulence and updrafts of the
troposphere beneath. Commercial passenger jets fly in the lower
stratosphere, partly because this less-turbulent layer provides a smoother
ride. The jet stream flows near the border between the troposphere and the
stratosphere.

Mesosphere
Above the stratosphere is the mesosphere. It extends upward to a height of
about 85 km (53 miles) above our planet. Most meteors burn up in the
mesosphere. Unlike the stratosphere, temperatures once again grow colder
as you rise up through the mesosphere. The coldest temperatures in Earth's
atmosphere, about -90° C (-130° F), are found near the top of this layer. The
air in the mesosphere is far too thin to breathe; air pressure at the bottom of
the layer is well below 1% of the pressure at sea level, and continues
dropping as you go higher.

Thermosphere
The layer of very rare air above the mesosphere is called
the thermosphere. High-energy X-rays and UV radiation from the Sun are
absorbed in the thermosphere, raising its temperature to hundreds or at
times thousands of degrees. However, the air in this layer is so thin that it
would feel freezing cold to us! In many ways, the thermosphere is more like
outer space than a part of the atmosphere. Many satellites actually orbit
Earth within the thermosphere! Variations in the amount of energy coming
from the Sun exert a powerful influence on both the height of the top of this
layer and the temperature within it. Because of this, the top of the
thermosphere can be found anywhere between 500 and 1,000 km (311 to
621 miles) above the ground. Temperatures in the upper thermosphere can
range from about 500° C (932° F) to 2,000° C (3,632° F) or higher. The
aurora, the Northern Lights and Southern Lights, occur in the thermosphere.
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Exosphere
Although some experts consider the thermosphere to be the uppermost layer
of our atmosphere, others consider the exosphere to be the actual "final
frontier" of Earth's gaseous envelope. As you might imagine, the "air" in the
exosphere is very, very, very thin, making this layer even more space-like
than the thermosphere. In fact, the air in the exosphere is constantly -
though very gradually - "leaking" out of Earth's atmosphere into outer space.
There is no clear-cut upper boundary where the exosphere finally fades
away into space. Different definitions place the top of the exosphere
somewhere between 100,000 km (62,000 miles) and 190,000 km (120,000
miles) above the surface of Earth.

Ionosphere
The ionosphere is not a distinct layer like the others mentioned above.
Instead, the ionosphere is a series of regions in parts of the mesosphere and
thermosphere where high-energy radiation from the Sun has knocked
electrons loose from their parent atoms and molecules. The electrically
charged atoms and molecules that are formed in this way are called ions,
giving the ionosphere its name and endowing this region with some special
properties.

Aerodynamics
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 In order to understand why an airplane flies the physical properties and

characteristics of all must be understood.

 The forces acting on an airplane in flight are due to large part to the
properties of the air masses in which the airplane is operating.
 In fact, the air masses or the atmosphere is a mixture of many gases
such as:
Nitrogen..................................... 78%
Oxygen.......................................21%
Carbon Dioxide..........................0.03%
Argon........................................ 0.9%
Hydrogen. Neon, Helium, Water Vapour etc..

 Once air contains the above mixture gases, it has weight therefore,
exerts pressure on surface which it is in contact. At sea level, air has a
pressure of about 14.7 pounds per square inch. However, as altitude
increases both density of air and air pressure decrease, consequently,
the amount of air in a given volume is much greater at sea level from a
higher elevation.
 There are two gas laws that express the relationship between the
factors pressure (P), volume) and density.
 THE FIRST LAW - BOYLS LAW:

Temperature (T) remains constant; an increase in pressure will produce a decrease in volume.

 THE SECOND LAW - CHARLE'S LAW:

Constant pressure, increase in temperature produce an increase an increase in the volume .

Means: Air Density increase with pressure and decrease with temperature, in other meaning the
Density is much lower on a hot day than on a cold day and results in a longer take- off run .and reduced
climb.

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 Bernoulli’s Principle (1700-1782):

One of the most significant physical laws to the creation of the airfoil states that: as The
velocity of the fluid (liquid & gases) increase, the pressure in the fluid decrease, and
conversely as the velocity of the fluid decrease, the pressure in the fluid increase.

 Air Foil:

An airfoil is any shape, which designed to produce lift although the wing is primary part of
the airplane that produces lift.

An airfoil has a leading edge, trailing edge, a chord and camber. If the airfoil is designed to
operate at high speed with a minimum amount of drag, its leading edge may be very sharp
as on a supersonic military fighter airplane, and if the airfoil designed to produce a greater
amount of lift at low speed as used by a basic training aircraft, the leading edge may be
thick and rounded. In between, these two examples are found the airfoils used by most
aircraft.

The relative wind is the air moving past an airfoil. The direction of the wind is relative to
the shape of the airfoil and it is always parallel to the flight path.
 The Four Forces:
The forces acting on aircraft in flight follow the three laws of motion which ISHAG
NEWTON established in 1686:
FIRST LAW:
(A body at rest tends to remain at rest and a body in motion tends to remain in motion
unless Outside force acts on the- body).

SECOND LAW :
(The acceleration of a body is directly proportional to the force exerted on the body
and inversely proportional to the mass of the body

THIRD LAW :
(. To every action, there is an equal and opposite reaction.)

According to the NEWTON LAWS, the aircraft is acted upon by four forces:

1. Lift is upward acting force, :

2. Weight or Gravity is downward action
force.
3. Thrust acts in a forward direction.

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4. Drag is a backward direction of force of air

resistance.

 In Upper Surface:

The relative wind will travel more distance than the wind in lower surface and both will
cut the distance from leading and trailing edge in same time according the speed of wind
in upper surface of the airfoil is faster than the lower camber.

This will create low pressure on the upper surface and high pressure below the lower
camber causes lift for the airfoil 75% of the lift is caused by this low pressure above the
airfoil. More low pressure creates by increasing of the airfoil; hence, relative wind will
be increased.

In additional to the main lifting ، force created by the law of NEWTON which states
(Every action there is an opposite and equal reaction). This principle may be observed by
putting a hand out of the window of a fast moving car. The impact of the air on the
bottom surface, when it is inclined upward, creates lifting force that is easy to feel.

Weight and Balance

Definitions:
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Centre of Gravity (C.G):

Centre of Gravity of an object is the one point in this object fit
were possible to hang the object on a string at this exact point,
the object would be in absolute balance in all directions and all
dimensions.
Centre of Gravity of an aircraft changed according to weight,,
shape and size of the aircraft. Also C.G. changing from time to
time according to movement of crew and passengers within the
aircraft.

Main Aerodynamic Chord (MAC):

Mean Aerodynamic Chord it is imaginary line within which C.G.
displayed expressed in percentage of MAC.
Weight and Balance of an aircraft and distribution of
passengers, cargo, baggage and all other load depend on the
following formula:

Moment = Weight x Arm

M = Wt x Arm

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Overloaded A/C above Max. T/Off Weight could Result:

1) Accelerate to higher than normal speed generate sufficient lift.
2) Since it must attain a higher speed, the aircraft require more runway for take-off.

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3) Reduce acceleration during take-off roll.

4) Increasing of the total distance.
5) Reduction of climb performance.
6) Instable and difficult to fly,
7) Increasing in landing roll.
8) Increasing of fuel consumption.
9) Increase of stall speed.
10) Reduce in climb rate-reduce in cruising speed for an aircraft to be safe it may
be operated within weight limitation in addition; the weight must be distributed
or balanced properly.
 Operating the A/C above the maximum weight specified by aircraft. Manufacture
could result in structural deformation or failure during flight if you encounter
excessive load factors. Strong wind or turbulence.

Flight Documents
 Air Traffic Services (A.T .S Flight Plan)
 Operation Flight Plan
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 General Declaration
 Load/Trim
 NOTAM
 Passenger Manifest
 Cargo Manifest
 Mail Manifest

Document should be on board in an aircraft are the following:

1) Certificate of Airworthiness (C OF A).
2) Certificate of insurance
3) Certificate of Registration. (C OF R).
4) Certificate of Maintenance Review (CMR).
5) Certificate of Crew Licenses.
6) Radio Licenses
7) Noise abatement certificate

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GROOMING & SOCIAL

ETIQUETTE

TABLE OF CONTENTS
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NO SUBJECTS PAGE

1. PERSONAL HYGIENE 2
2. GROMMING REGULATIONS PERSONAL HYGIENE 7
3. COMPLEXION 7
4. MAKE-UP AIR HOSTESS 7
5. LIP STICK 7
6. HAIR AIR HOSTESS 8
7. GENERAL RULES OF CONDUCR 8
8. MAKE REGULATIONSPERSONALAPPEARANCE 9
9. IN FLIGHT SANITATION AND HYGINE 9
10. TIPS FOR SOCIAL ETIQUETTE 10
11. GENERAL BEHAVIOR–APPOINTMENTS 10
12. GROOMING AND COSMETICS 15
13. GROOMING VISUAL POISE AND POSTURE 16
14. GROOMING AND SOCIAL ETIQUETTES 17
15. GROOMING AND ADDESSING OF A RANKING PERSON 19
16. MALE & FEMALE WEIGHT CHART KG 21
17. MANICURE 23
18. MANICURE HINTS AND TIPS 36

PERSONAL HYGIENE

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I know that personal hygiene is something that is hammered into our brains right from
childhood by our Momma. But as we start growing older, Momma stops giving sermons
on hygiene because she thinks we are old enough to graduate Into the next level of hygiene
all by ourselves. I know many people who forget to wash their hands after a visit to the
restroom just before lunch/ dinner is served .It’s important to keep note of such trivial
matter (trivial it is not, but to those who forget to wash their hands after taking a leak,
trivial it is). So I hope to convey the importance of personal hygiene through this post. I
have tried to make it as through as possible but I might have missed a point here and there
so fill me in.

I am going to split up the post into three sections namely the head, the trunk and the legs.
It will make it much easier to follow .so what are we waiting for?!?

HEAD:-
1) HAIR:
Most often than not, men love women with long hair: it shines’ appears soft and has
that ever – so – delightful fragrance about it. It appears to be flawless. No knots
anywhere! And then she runs her hands through our hair. It’s rough, lacks shine and has
no smell. How come?

First off, we need to respect our hair. Daily washing is required, I can hear voices
clamor out “but I shampoo it daily!” I said wash … not shampoo. Shampooing is good if
done once in every 3 days. Too much of shampoo is harmful for the hair after all shampoo
has chemicals too If done in moderation, it will make your hair look awesome. So what I
suggest is that you should shampoo your hair not more than twice or thrice a week. With
cold water. The other days, just a through wash with water will suffice. Too much
shampoo dehydrates your scalp and you lose your natural Oder, if I may call it so, of the
hair. Hence the shampoo 2/3 times a week advice.

O.K… now that shampooing is done. What next? Condition it. Conditioner to hair is
like what moisturizer is to skin. It is a vital part of the hair care regime. Paul Mitchell’s
Daily Conditioner is a good brand but here are many other brands you could tryout.
Infact, the best way to go is to ask your barber/hairdresser what conditioner you should
get. After all he knows your hair better than you know it.

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After you are done conditioning, you may not feel the need to use a gel as you can
style it as you want (at least I have been able to do away with gels completely.)

2) EYEBROWS:
Many people tend to overlook their eyebrows. I know that it isn’t that important when it
comes to personal hygiene. But if you have really bushy eyebrows, you might want to trim
it down a little. Other than leave it as it is.

3) NOSE :
Clean your nose at least once every day. We breath in dirt every second and
most of the larger particles, get stuck in the nose. You may think this isn’t
important. But the next time you see a person throw back his head and laugh
out loud, take a look at the nose. Infect, once my friend had a hearty laugh
with my friends and is grand some gook flew straight out of his nose It was
an embarrassing moment to say the least. Just like your eyebrows, make sure
there isn’t any prominent nose hair sticking out of your nose. If so clip it off if
you haven’t dope it already.
4) EARS:
Just like our nose, dirt tends to enter out ear. But unlike the nose, we cannot check our ear
for goober inside it. So use ear buds to get the trouble when chicks whisper into your ear.
If you have hypertichosis, you know what to do.

5) MOUTH:
The dirties place in our body. A haven for microorganisms

Make sure you brush at least twice a day. Make sure you reach every nook and corner
when You brush. A casual brushing isn’t good enough. A floss and tongue-scraper is a
must. Use a mouthwash during the day to keep your breath minty fresh because you may
never know when you might have to give a racecourse in European culture.

6) FACE IN GENERAL:

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The most prominently exposed part of our body (when fully clothed).

So you better make it represent able.

Wash your face thrice a day preferably with warm water.

Follow a good skincare regime (www.acne.org) to prevent any major breakout if acne or
to clear out acne which is already present. Follow that up with moisturizers. It is an
essential part of the skincare regime. Moisturizers dehydrate your face and prevent dryness
of skin. Apart from that, it also prevents an entry into your skin by creating a barrier for
bacteria
And airborne impurities .Apart from these tips for a relatively clear skin, exercise a lot and
watch you eat.

Facial hair looks look on some people and not-so-good on the others. So make a choice
about what looks good on you, when shaving, use a good razor (Mach from Gillette) and
shaving foam (Brut et al.) Always try shave with the grain. It’s much easier and prevents a
lot of unwanted snicks. Use warm water for saving. After you are done with shaving,
splash on some aftershave and you are good to go!

You can read the whole thread here.

Just a couple more notes on this subject…

1. Clean out your ears. Buy some Q-tips, and use them on your ears right after you
shower so all that gunk is soft from the steam. Clean them out about twice a week.
2. Nose and ear hair. Nothing is more unattractive than hairs sticking out of these two
places. Go to your local drug store and invest in nose hair clipper. Use it to get all
those hard to each hairs. You’ll be amazed at the difference it makes.
3. Neck hair. Buy a nice hand mirror and take the times once a week to shave al that
excess neck hair off. This may not be a problem for some guys, but for others, it’s
worth the effort.
4. Back hair. It may seem very “queer eye”, but if you have excessive back air, do
yourself a favor and look up a local spa that offers waxing services, and USE IT!
Chest hair on a guy may be a turn on for girls, but back hair is a definite none,
waxing is not that painful and you’ll look better for it. While you’re there see if they
can’t help you with your unborn if you should have one .the good thing about
waxing is if you do it enough, the hair will stop growing back.

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5. Nails. Buy some clippers at your local drug store and trim your fingernails and
toenails about once every two Weekes or so .Be sure to file them so they’re smooth.
6. Wash your nether-regions. Invest in a study washcloth and get down there where the
suns don’t shine every time you shower. This’ll go a long way to keeping that “not
so fresh” feeling at bay.
7. Shower every day. No excuse not to do this. I’ve know some guys that go for
Weekes without washing. That’s disgusting. Be sure to shower AT LEAST once a
day.
8. Deodorant. Buy a good deodorant and anti-perspiring, and USE IT! Use it every
day, especially after you shower. You’ll be doing the world a favor.
9. Cologne. Get good cologne to sprits you up with before you go out. Make sure it’s
anything other than Old Spice.
10. Wash Behind your Ears. There is dirt that gets caked back there be sure to scrub it
off.

I’ll be adding a new category to the blog for his topic because I think it’s very much an
important part of getting women. If you don’t pay much attention to your personal
hygiene, make sure you change that way of thinking .Its very important that you but as
much effort into looking good for women as women do looking for men. It could mean the
difference between getting a lay and not!

(I’d like to add the use of Biore nose strips at least once weeks yes the same once HBs
use). They’re the once to slap onto your wet nose, wait 15 mines for it to harden, then peel
off and it pulls out all the blackheads with it .we all have them and women are very
observant and will see them big-time when you’re up close.

On avoiding shampooing every day, I think this depends on the lesson I’ve tried this
before but unfortunately the residual oil in my hair causes acne to break out around my
hairline if I don’t wash every day, be careful with this one.

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GROMMING REGULATIONS
PERSONAL HYGIENE:
It is the responsibility of each Air hostess flight steward to maintain a clean well-groomed
appearance when on duty.

COMPLEXION:
Your complexion should be maintained in healthy, clean, smooth and clear
condition. Should an Air hostess, flight steward develop a complexion problem. It may be
necessary to remove him or her from the operating schedule pending improvement.

Perfume or cologne of a light inoffensive fragrance may be worn.

MAKE-UP AIR HOSTESS:

Sufficient make-up must be worn to enhance your facial features. It must be in
keeping with the current “LOOK” to create a smart business like appearance.

LIP STICK
Must be worn and should be of a color which will complaint the skin tones and provide
color to the lips.

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HAIR AIR HOSTESS:

Hair styles suitable for business and in keeping with current trend are acceptable
subject to the following provisions:

1. Hair must be cleanly maintained in good condition and well shaped and styled.
2. Hair must not fall forward into the face.
3. Short hair style should have falling no further than the center of the jacket collar.

GENERAL RULES OF CONDUCR

The company will take sever disciplinary action if any of the following violation are
committed:

1. Submitting false information on the job application form or failure to report a

personal status change when occurs.
2. Refusal to work on willful neglect of duties.
3. Neglecting to safeguard the rights and property of the corporation to the best of its
ability.
4. Failure to undergo an approved physical examination when a claim regarding injury
is made against the company.
5. Embarrassment caused to the company by the nonpayment bills resulting in with
holding of the employee salary.
6. Causing the company embarrassment by objectionable behavior.
7. Unexcused absenteeism.
8. Using one’s position for personal gain.
9. Stealing or embezzlement of company property.
10. Violation of company policies procedures or regulation by the employee’s
immediate family.

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MAKE REGULATIONSPERSONALAPPEARANCE
The complexion should be kept at it’s best by proper cleaning and diet glomming
consultant or physician should be consulted to correct any skin problems.

HAIR: The hair must be kept clean and neatly trimmed at all times.
1. Side burns should not be longer than the ear labeled level.
2. Hair must be neatly trimmed and combed at all times.
3. Hair may cover part of the ears and extend on more than a bout 1cm. Over the top of
the shirt.

IN FLIGHT SANITATION AND HYGINE

All cabin attendants must use the following guideline to ensure proper sanitation and
Hygiene, while handling food and beverages.

a. Hands must be washed before starting and food, beverage service/ and as after using
the lavatory.
b. Hair should be secured back, so that it does not fall forward into the face, when
serving the passengers.
c. Unnecessary handling of food must be avoided e.g. tong should be used to handle
ice.
d. Any food drooped on the floor must be described.
e. Galley and service center surfaces must be kept clean at all times.
f. Avoid coughing or sneezing on hands or touching lips of face with hands, before
handling food or utensils.
g. Do not smoke during meal, beverage service.

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TIPS FOR SOCIAL ETIQUETTE

Knowledge of what is etiquette is a guide, through it is constantly changing there is no
comprehensive law or rule to fit every possible situation.

The best manners are:

1) Be flexible as well as polished.
2) Be simple but not superficial.
3) Be sincere but not rough.

Behaving as a lady is not a simple matter, although there is underlying

modesty.
1) Attention to the feeling of others (respect).
2) Self discipline and self control.
3) Personal modesty.

GENERAL BEHAVIOR–APPOINTMENTS.
When making appointment, take every possible care to see that you will be able to
keep it. Ensure that there is no possibility of misunderstanding on either side. Always be
on time, if for any reason, you are going to be late call or send a message that you may be
late. Otherwise, apologize and explain reasons for delay.

Don’t forget or be late for appointments.

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(1) Arguments:
Intelligent discussions are always permissible but heated argument should be kept within
their appropriate circles. Every one should be able to contribute to a conversation on
general topics, but avoid touchy subjects, listen to others points of views.

Don’t indulge in arguments to change deep ideas or feelings.

(2) Boredom:
It is not an offence to feel bored, but it is an offence to show that you are feeling bored.
When bored or disinterested don’t tap feet or fidget with hands.

(3) Borrower:
Neither a borrower nor a lender be for money should the occasion arise when you need to
borrow an article other than money, being sure to return it promptly and in the same
condition in which it was borrowed.

Don’t wait until you are asked to return an article”.

(4) Conversation:
Avoid controversial subjects, such as politics , religion –general subject like books, films,
sports, animals, weather ……….etc, Are always good conversation.
Be a good listener.
Don’t give opinions unless asked to do so.

(5) Introduction

Present the less important person to the one it is desired to honor most.
1. Men introduced to women.
2. Untitled people to titled ones.
3. Young people to elder ones.
4. Old friends to new comers.
5. Unmarried to married woman.

Because of the very special honor accorded to royalty and high- ranking religious,
everyone is presented to them regardless of title, age or sex.
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1. Pronounce name clearly “Add titles if any”.

2. Add a piece of information after words about person being introduced to initiate
conversation.
(6) Acknowledging:

A lady must stand up when being introduced to:

1. An older woman.
2. Religious man.
3. Socially superior.

If difference in status is great, you should remain standing until the other person either
takes a seat or goes away.

“How do you do?” used mostly to acknowledge introduction handshaking is accepted but
not a must, yet an extended hand should always be acknowledged.

Usually a socially superior person extends hand first, also females, or senior personnel.

Smoking:
Smoking at improper times can cause a great deal of offence and inconvenience to others.
People may be unable to smoke for reasons of preference. It is poor manners to smoke at
the meal table, wait until everyone present has finish eating and even then permission
should be obtained. Smokers should avoid:

1. Blowing smoke into face of others people.

2. Drop ashes around.
3. Encourage smokers to smoke off their meal.
4. Don’t frown upon smokers or make them feel uncomfortable each time they light
cigarette.

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Streets:
Do not occupy whole pavements by walking two or more abreast walk to the inside of the
street and let your fellow lady outside of the street. If you are engaged in conversation,
avoid laud voice and keep eyes open on the road. When getting into bus or a car, open the
door and wait till the lady is safely in, and then climb in, but while getting off, you should
step down first and hand her down.

Table manner:
Always sit upright on the chair and keep elbows well into you sides. Open table napkin
gently and placed across lap. When finished, placed used cutlery together on the plate with
handles facing yourself. Between courses, when not using cutlery, place your hands in
your lap. Break a roll of bread enough for mouth full, don’t cut, or drop it in gravy soup.
Upon completion of meal leave napkin crumpled on table, and see that your chair is back
in place under the table.

(1) Don’t
1) Eat food or drink tea – coffee noisily –keep mouth closed while chewing.
2) Take a drink without wiping mouth first.
3) Keep everyone waiting while you slowly order your food.
4) Ware cutlery while talking.

During flight use only Cologne or eve toilettes, essence is not allowed, as it may affect
sick Pax, such as asthma, or sinuous.

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GROOMING AND COSMETICS

For skin care:
Skin may he: oily: dry: combination (problem skin) for oily skin use lotion. For dry skin
use rich moisturized cream .For problem skin you must seek for medical advice and
treatment.

Guide lines to good skin is :

1- Have a good sleep before or after a flight at least 8 hours.
2- Use talcum power for your feet.
3- Have a good diet based on milk, fresh fruit, vegetables and lean meat.
4- Avoid consuming a fizzy drink.

Protect your skin against any harsh elements such as sun race. Married lady are not
permitted to use a strong Sudanese oily perfume, always make sure to get rid of it before
each flight.

You should give special care to your hands and nails as you are handling food to the pax.

Avoid appearance with long or cracked nails.

Remove excess hair on your hand.

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GROOMIKG VISUAL POISE AND POSTURE

As a cabin crew you should give a good care to your personal behavior and attitude.
The way you sit, talk and walk has great effects on your job.

Always make sure to give good image to your personality.

Correct way to stand:

- Stand with one foot in-front of the other-toes pointing slightly out word.
- With your weight on back leg.
- Shoulders relaxed and down.
- Back held straight but not stiffly.
- Hand held straight with chin tucked in.
- Privies, tipped forward and bottom tucked in.
- Arm relaxed at the side with the finger tips lightly curved under.
Correct way to walk:-
- Move lightly with pelvis tipped foreword, swinging naturally from hips.
- And tights, never from the knees.
- Never taking tiny steps, this will give liming appearance.
- Take moderately long steps the heel coming down on the floor, a function. Before
the toes feet painting very slightly outwards.
- Keep the head held high.
- Arms, shoulder swing from shoulder never from elbow.
- Finger lightly curled under.

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Correct way to sit:-

- Sit with back to the seat-shoulders relaxed to the back, head held straight.
- Arm relaxed hand elapsed lightly together.
- Feet pined flat on the floor or sit with legs pointing to one side.
- Never sit on the seat with opened or apart feet.

Correct way to bend:-

- Always bend form the knees, never from the waist.

GROOMING AND SOCIAL ETIQUETTES

As a cabin crew you should be:-
- Flexible polished, simple and gentle, sincere, firm but not rough.
- Smile all the time.
- Especially as you’re a lady you must give attention to others. Feelings of Respect
and be self-disciplined.

Behavior in general:-

(Appointment:
Make sure to keep appointment on time especially for official meeting.

Argument:
Avoid heated arguments, listen to others and don’t speak in arguments that may touch
other people feelings.

Boredom:
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Try your best not to show up your Borden-don’t yoke tap your feet finger when addressing
others.

(Borrower:
When lending some article from other try to return it on time.

Table Manners:
- Sit upright on the chair and keep elbows well to your sides.
- Open table napkin and placed across laps.
- After you finish place used cutlery together on plate with handles facing yourself.
- Break a roll of bread enough for a mouthful avoids propping bread in soups or gravy.
- Don’t eat food nosily keep your mouth close while chewing food.
- Don’t wave cutlery around while talking.

GROOMING AND ADDESSING OF

A RANKING PERSON

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It is a part of your grooming to use the social titles.

Position English Religious
1 Pope Holiness
2 Cardinal Eminence
3 Archbishop Grace
4 Bishop Lord
Political
1 Emperor Imperial majesty
2 King-Queen Royal majesty
3 Prince-Princess Highness
4 Sheikh Excellency
5 President chamber Excellency
6 President republic Excellency
7 Prime minister Excellency
8 Minister Excellency
9 Ambassador Excellency
10 Director general Sir
11 Director Sir
12 Deputy Sir
13 Council Sir

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Professional
1
Lawyer Sir
2
Teacher Professor
3 Press Sir

Nobility
1
Duke Grace
2
Marquis Lord
3
Baron Lord

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Male & Female Weight Chart KG

FEMALE:
HIGITT (CM) SMALL-FRAME MEDIAM-FRAME LARGE-
FRAME
155 45 49 47 53 50 58
158 47 50 49 54 52 59
160 48 52 50 55 54 61
163 49 53 52 57 55 63
165 50 54 53 59 57 64
168 52 56 55 61 59 66
170 54 58 56 63 60 68
173 55 59 58 65 62 70
175 57 61 60 67 64 72
178 59 64 62 69 66 74
180 61 65 64 70 68 76

MALE:
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As an airline hostess your hands and nails are always in view of the passengers when
serving meals, giving safety demonstrations and passing newspapers and magazines. For
this reason well groomed hands and attractive hairstyles and carefully applied make-up.

Patience and care are two essentials from which to begin your hand and nail care. Long
nails can sometimes be attractive, but if your nails become too long they will reduce the
efficiency of your job pert or. Manse .Therefore, keep your nails at al a suitable working
length. Shortfalls are acceptable but still need as much Caro as long ones.

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A professional manicure is not difficult and done slowly methodically and regularly, will
result in good looking immaculate nails. You will need about one hour’s time once a week
for a proper manicure. The following equipment is needed:

BASIC_
Lowell, cotton, wool, bristle nail brush, dish of warm soapy water (no detergent _ but
shampoo. Bath product or facial cleanser).

TOOLS_
Emory board, nail scissors, orange stick.

CREAMS_
Hand lotion, cuticle remover (cream or oil), and cuticle massage cream.

NAIL COSMETICS_
Only polish remover, nail patch paper and laxative, base coal nail polish top coal (sealer).

1. REMOVE OLD POLISH:

Always start with the little linger and work toward the thumb. as it is easier
to work from the outside to the inside.
Soak a piece of cotton wool with remover .the press on the nail to pre. Sol
ten polish wipe oil slowly .this press. Then Wipe method cleans the varnish
from under the cuticle as well.
Renew the cotton wool as often as needed to thorax only clean then nails.

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2. FILLING THE NAILS :

Hold the emery board stinting gently underneath the nail.
Shape the nails into an oval .working with long strokes from side to centre
.never saw back and loath.
To shorten a nail use the coarse (dark color)
Side of the board and finish oil with the line (light color) side for shaping.

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3. MASSAGE NAILS :
Spread cuticle massage cream on the nail surface and surrounding skin
.gently massage in.
This simulates the nail base and helps loosen dry skin.

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4. SOAK THE NAILS:

Soak the fingertips in warm soapy water for 10 minutes. Alter wards .dry each nail,
Pushing the cuticles back gently with a soft Lowell.

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5. APPLY CUTICLE REMOVER

Apply cuticle remover with a brush around the sides and underneath the nails.
Gently push back the cuticle with a cotton wool. Covered orange stick .Never use an
orange stick without cotton wool as it may damage the base of the nail.
Never cut the cuticle _ if it needs timings .go to a processional manicurist. Using the
remover and pushing the cuticle back may take more patience and time but will result in
healthier nails.

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6. APPLY HAND LOTION

Cover the hands with lotion and massage the hands and lingers: rub the bones in the hands
with firm circular motions and gently pull thelingers.

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7. SCRUB FINGERTIPS:
Dip fingertips back into water and scrub away all traces grease and cream from the
cuticles and underneath the nail.

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8. Trimming:
Check that there are no rough edges to the nails.
If there are gently smooth with the line emery board.

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9. APPLY THE BASE:

When the nails are perfectly clean and dry apply a coal of base.
With all applications try to do it in three straight strokes: one down the middle one down
either side. Also apply one coal under long nails.
Base coal gives a smoother surface and prevents varnish pigment from discoloring the
nail.

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10. APPLY NAIL POLISH:

Start at the little linger and work toward the luring to prevent smudges.
Apply two or three thin coats allowing each to dry thoroughly to avoid smudges .one thick
coal will peel.

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11. APPLY TOP COAL:

The top coal or sealer helps to protect the nail and guards against chipping as well as
giving the color a lasting gloss.
Allow the top coal to dry properly.

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MANICURE HINTS AND TIPS

Allow nail polishes to dry naturally to ensure best results .Do not wave hands around or
put in cold water _this causes air bubbles.
If you get nail polish on your skin .immediately take an orange stick.dip the point in polish
remover and quickly clean the polish from the skin before it does.
Pale colors are best on short nails or stubby hands: dark colors give hands a delicate look:
apical .golden reds and pink latter a tan.
A protein .high diet rich in iron calcium, potassium.
Vitamin B and iodine will help keep nails healthy .foods such as yoghourt, celery, carrots,
soya and eggs are particularly good.
Nails polish remover is very drying for the nails. Even an oily remover should be used
sparingly just once a week when you manicure .it is better to loch up polish when there is
a chip rather than remove it every time.
Avoid using metal manicure instruments: use emery boards for filing, orange sticks for
pushing back cuticles and cleaning nail tips.

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Shape nails to an oval: lining to a point is asking for breakage. Don’t lie too deeply down
the sides as this weakens the nail.
Keep hands out of detergent soaps and water as much as possible: wear gloves when doing
dishes or laundry .condition nails alter swimming or sunbathing with an oil or cream.

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FIRST AID
It is prudent for everyone to have a basic knowledge of first aid to deal with any problem
that might arise however great or small. By taking the correct action promptly you can
prevent further injury or illness.

By doing the wrong thing you may make matters worse. First aid is the help you can give
if you are faced with a crisis onboard the aircraft. Knowing how to recognize the
symptoms and what treatment you can undertake are of fundamental importance.

 Whatever action you take, try to keep calm.

 You do not need an elaborate set of equipments for first aid treatment certain
number of items such as bandages and scissors are useful, but very often you have

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to improvise and use whatever is at hand.

 Look for Medic emblem.
 Transfer care of passenger with full report to outbound crew if there is crew
exchange and the passenger will continue the flight.
Here is a short hint which may help you to understand first aid treatment.

Policy:

Medical assistance:

If necessary use P/A ask for a doctor or nurse on board to help.

Advising captain:

In any case of serious injury, illness or communicable diseases onboard the A/C Captain
and senior Flight Attendant must be informed immediately. If necessary the Captain may
be able to get medical advice and arrange for a doctor or ambulance to meat the aircraft on
arrival.

Principles of First Aid:

 First aid is the immediate care given to a person who has been injured or
suddenly taken ill.
 Knowledge of first aid means the difference between life and death.
o The difference between temporary and permanent disability.
o The difference between rapid recovery and long hospitalization.
Urgent Care:

In case of serious injury or sudden illness give immediate attention to the following &
priorities:

 Ensure the victim has an open airway and give artificial respiration if necessary.

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 Control severe bleeding.

 Lay passenger down flat if possible except as noted in specific conditions.
 Pay special attention to burns, fractures and dislocation.
 Keep the passenger worm to prevent shock.
 Don’t give unconscious person liquids.
 If person is conscious and requests fluid, give water, hot tea or coffee slowly in sips.
 If passenger does not respond to regular care, request Captain to call for medical
advice.
Proper positioning of incapacitated person:

 Face Red : raise the head

 Face pale : raise the tail (except for head injury or breathing difficulties )
 Face blue : give O2
Medical Alert Emblem
Person with known chronic ailments frequently wear this metal emblem either around their
neck or as a bracelet. The medical Alert serial number, telephone number and person
ailments listed on the back of Emblem.

First Aid Kits

First aid kits are carried on all aircrafts for the treatment of minor injuries.

Pre-Flight Check:

 Check on position.
 Check that the safety wire and lead seat is not broken.
 Check expiry date.
 General condition.
First Aid Contents:

 Adhesive Bandages.
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 Ammonia inhalant.
 Bandage compresses.
 Triangular bandage.

 Roller Bandages.
 Adhesive tapes.
 Burn ointment.
 Scissors.
 Tourniquets.
 Aspirin (adult and children).
 Air sickness tabs. .
 Water purifying tabs.

Wounds:

If anyone is bleeding immediately try to stop the loss of blood, a large loss from artery can
result in severe shock and collapse. It’s color is bright red and comes in spurts. It is
important to stop it quickly.
Action:
 Get a cloth, handkerchief, or your bare hand, hold it over, press hard not let go.
 Look round you for something to use as a pad. Get first aid box quickly apply it and
wrap it round very firmly. If blood soaks through the first dressing, don't remove the
first dressing, don't remove it, apply another one.
 Lie the patient down. If the bleeding is from an arm or and raise the limb to reduce
blood loss.
 The casualty may be shocked with blanket or a coat. Loosen any tight clothing and
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cover.
 Turn the head on one side to prevent loss of consciousness.
 The casualty will probably be thirsty with loss of blood, Don't give anything to
drink as intake of liquid could cause vomiting.

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Use of Tourniquet:
The use of tourniquet is dangerous, and should only used when other methods of
stopping bleeding have failed. Once a tourniquet is used care by a doctor is most
important.
 A tourniquet should be at least 2 inches wide.
 Place it just above the wound.
 Wrap it tightly around the limb twice and tie it half knot.
 Place a short stick or similar objection on the-knot and tie two more knots on top
of the stick.
 Twist the stick to tighten the tourniquet, until the bleeding stops.
 Secure the stick in place.
 Make a written note of the location of the tourniquet and time it was applied and
attach the note to the victim's clothing.
Fractures:
Many people involved in accidents suffer from broken bones there are two main types of
Fractures closed and open.
 Closed Fractures occur where the skin around the break remains intact (simple
fracture).
 Open fracture (Compound fracture) are those where the skin is pierced by a
broken bone if a patient cannot move any part of the body that means the back
bone is affected. (Don’t attempt to move anyone in this situation unless their life is
in danger by leaving them where they are.

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Simple Fracture:
Sudden pain, tenderness deformity at a site of fracture partial or complete loss of motion
limb may lie in unnatural position swelling and Discoloration will appear sometime after
the injury.
Treatment:
 Donate attempt to set the fracture.
 Make injured person comfortable and keep warm to prevent shock.
 Splint the fractured bone by applying the splint to include the joint above and
below the fracture.
 Apply cold compress.

Compound Fracture:
These need very careful treatment since the is danger of germs entering the bone and
causing an infection. Two people are needed to give the current treatment -one to
support the broken limb and the other to apply the necessary dressing.
Treatment:

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 Control the bleeding by applying pressure directly on the wound.

 Cover the wound with sterile bandage.
 Watch closely for shock and treat immediately.
 Treat as noted above for simple fracture.

Sprains:
Sprained Ankle:
Twisting the foot while boarding or deplaning the aircraft:
Action:
 Help by supporting the passenger to comfortable position, preferably sittings
down.
 Remove the shoe and apply cold water to affected area.
 Wrap round with a trim supporting bandage.
 Take the patient to hospital for an X-Ray to make sure the bone is not cracked or
broken.
Sprained Wrist:
A sprained wrist is usually caused by a fall.
 Sit the patient down and support the arm on a table, cushion or pillow.
 Remove the shoe and apply cold water to affected area.
 Bathe the wrist with cold water.
 Support the arm in a sling.
 Take the patient to hospital for an X-Ray.
 Burns:
The severity of the burn depends upon how much surface area of the
skin is affected and how deeply it penetrates. Burns are extremely
painful and may cause severe shock and loss of fluid from the body.

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Actions:
 If clothing is on fire smoother with a rug or blanket.
 Avoid setting fire to your own clothes.
 Cut away burnt clothing.
 Put out the fire with none alcoholic liquid.
 Try to cool the affected area by pouring cold water over it.
 Try to protect the affected area by covering it with a clean handkerchief.

Scalds:
If either you or a child is scalded with boiling water or steam, pour cold water over the
affected area to cool it. Don’t break any blisters cover the area.

Bruises:
Bruises are areas of bleeding under the skin. and discoloration will take place. Swelling
may occur Most Bruising is relieved by applying a cold compress.

Blisters:
Blisters can be caused by burns or scalding they can also be caused by continued rubbing
on small area of skin.
Action:
 Wash the area in warm soapy water and dry it.
 Find a clean needle and sterilize it.
 Break the blister by piercing it in two places.
 Use clean handkerchief and gently press the fluid out of plaster.
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 Apply a sticking plaster dressing.

Care of the unconscious fainting:
Fainting is a temporary loss of consciousness. It occurs when there is an insufficient blood
supply to the brain.
Action:
 Lie the person down and loosen any tight clothing.
 Lift the leg up on cushions a chair or with your hand. (This helps the blood flow
back to the Brain.
 Give Ammonia inhalant.
 If the patient does not respond to the above treatment, administer oxygen.

Shock:
There are Tow types of shock. One is caused by an emotional surprise. The other results
from a serious injury.

Emotional Shock:
 Loosen tight neckwear.
 Lie patient down or recline seat.
 Give plenty of fresh air.
 Keep inquisitive people away.
 Prevent loss of body heat by covering with blankets.
 Give oxygen.
Shock resulting from a serious accident, bleeding, a fracture, electricity or burns.
This extremely serious - It caused by a failure of the blood circulation
Action:
 Control bleeding first.
 Lie the patient down and raise the feet and legs to promote circulation of blood.
 Keep patient warm with coats or rugs.
 Turn the head on one side to prevent loss of consciousness.
 Don’t administer any fluid when bleeding from stomach or vomiting blood.
Heart Attack
Symptoms:
 The patient may complain of chest pain.
 The face may be very blue or grey color.
 The patient will be frightened and unable to speak.
 Extreme shortage of breath.
 Pulse become weak and rapid but may be slow or irregular.

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Action
 Lie patient down or recline seat.
 Support head with pillows.
 Loosen tight clothing.
 Administer Oxygen immediately.
 Give reassurance.
 Keep patient under close supervision.

Stroke:
Caused by rupture of blood vessel in brain.
Symptoms:
 Perhaps a few minutes warning- headache - dizziness - spots before eyes- ringing in
ears sudden deep unconsciousness- slow- noisy respiration.
 Face usually red and may be ashen gray.
 Pulse strong but slow.
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 One side of body often more limp than other.

 Pupils often unequal.
 Mouth may be drawn to one side and saliva draining out the corner of mouth -
temperature often abnormal- partial or complete paralysis.
Treatment and Action
 Give Oxygen.
 Keep warm and quiet.
 Lie patient in reclining position with head slightly raised or turn to one side to
allow, saliva to drain out and wiped away.
 Apply cold towels to head.
 Do not give stimulant.
 Loosen clothing.

Epilepsy:
Epileptic fits are not often seen. Other persons should be advised that person is having an
attack which lasts only a short while
Symptoms:
 Violent involuntary muscle contractions. May cover entire body or part of body
pale face and becomes red or blue.
 After a few time convulsions cease and patient may fall into a deep sleep.
Action:
 Surround passenger with pillows and blankets to prevent injury.
 Don't try to retrain movements.
 Don't give stimulants.
 Hold head to side if possible to reduce the possibility of head injury.
 As soon as convulsions ceased place passenger in comfortable position. and allow
him to sleep.
 Wipe mucus from mouth.
 Keep passenger away.
 Give oxygen until color returns to normal.

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Diabetes:
A diabetic is subject to insulin shock which is caused by too much insulin and inadequate
intake of food.
Symptoms:
Nervousness -apprehensions_ confusion- light headedness- dizziness and tremors. May
progress to loss of 'consciousness and finally convulsions skin cold and pale'

Action:
Give something soviet to eat or drink. If unconscious place spoon under tongue or behind
lower lip. After passenger regains consciences, give something more substantial such as a
meal or sandwich.

Diabetic coma (due to lack of insulin)

Symptoms:
Onset usually gradual. Breathing rapid and deep breath smells like acetone.
Action:
Attempt should be made to determine when the passenger last took insulin. Also if a
dose is needed and passenger has it along and knows how mush to take encourage the
passenger to take it.

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Artificial Respi1tion:
 Lay the patient flat and turn the head on one side.
 Put a finger in the patient mouth to make sure teeth are not blocking the airway,
with sweeping movement of the finger clear mouth and remove anything loose.
 Turn the patient over into the recovery position.
 Administer oxygen.
Recovery Position:
 Place your self on the patient left side.
 Cross the right leg over the left.
 Place the left arm along side the body.
 Grasp the right shoulder and thigh and roll the patient face down.
 Free the arms from under the body so the patient cannot fall back.
 Put the head on one side and pull the jaw forward so the tongue is pulled forward
too.
 Administer oxygen.

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Mouth to Mouth Resuscitation:

If you think a patient is not breathing: carry out mouth to mouth resuscitation, but don’t
attempt this unless the airway is clear of any blockages such as vomit, blood or teeth. The
procedure is undertaken to fill the patient’s lungs with air and promote the breathing.
 Lie the patient face up.
 Till the head back and put small pad under the shoulders.
 Pinch the patient's nostrils otherwise any air you blow in will come out through the
nose.
 Hold the chin down, put your mouth over the patient mouth and blow four quick
full breaths.
 Remove your mouth take a deep breath into the mouth again. If you blow hard
enough the patient's chest will rise when it is filled with air.
 Continue this process until breathing is re-established.
 Check the pulse at the neck if there is no pulse and no breathing begin external
heart compression.
 If there is a pulse but breathing is inadequate continue mouth to mouth breathing
for adults one vigorous breath every five seconds For children one shallow breath
every three seconds, and cover child’s mouth and nose with your mouth. Don't
give up until the victim begins to breath.

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Hypoxia (Shortage of Oxygen):

Symptoms:
 Headache
 Dizziness
 Difficult in breathing
 Excessive sleepiness.
 Fatigue and loss of coordination.
 Loss of normal vision.
 Extreme airnousea.
 Bluish discoloration of skin, specially lips, ears and finger nail.
Actions:
Give oxygen immediately and forth duration of the flight. It is important that the Flight
Attendant observes each passenger for symptoms of hypoxia.
Persons with heart disease are particularly susceptible to hypoxia.

Hyperventilation (Cover Breathing):

Frequently develops as a result of emotional tension; anxiety or air sickness.
Symptoms:
 Visible over breathing.
 Dizziness and blurring of vision.
 Numbness and tingling of hands, feet and lips.
 Stiffness and muscle spasm, especially hands and feet.
 Loss of balance, faintness to unconsciousness.
Action:
 Give simple explanation to person as to cause off his symptoms and reassurance.
 Instruct him to breathe slowly and hold breath a few moments in between.
 May breathe slowly into a paper bag or oxygen mask.

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Poisoning:
If some one has been poisoned try to find out what poison has been. Then you can take
appropriate action. The patient can sometimes tell you what has cause the illness.
Action:
 Call a doctor or an ambulance.
 If a child or an adult swallowed a lot of pills or tablets, try to make them sick. Poke
your' finger down the throat don’t give them a salt drink if might not make them
sick and may make them worse.
 If the patient has swallowed a corrosive substance it may burn the throat and
stomach through the vomit. Don’t make him as it will cause more burning. Try to
give them milk or water to dilute the substance in the stomach.
 If the patient is unconscious and breathing stops you can attempt mouth to mouth
resuscitation (wash the patient mouth first).

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Emergency Child Birth:

If pregnant passenger complains of regular abdominal pains, and. bleeding or rupture of
water bag that means delivery is imminent.
Preparation:
 Prepare delivery area in isolated place of aircraft.
 Cover floor with blankets, towels and pillow for mother head.
 Place papers, linen and napkins for absorbency on floor at the birth area.
 Have oxygen bottle available.
 Request medical assistance.
 Wash hands.
 Comfort and reassure the mother.
Delivery:
 When delivery is imminent (pains every two minutes or less and strong desire to
push down) place mother on prepared area and cover with blanket).
 Advise mother to relax between contractions. Offer ice to suck on if thirsty. No
food or liquid, continue to reassure mother.
 At actual time of delivery, mother will flex legs. Water bag should brake prior to
delivery, if not tear membrane when head appears. Apply a slight pressure on top
of baby’s head to prevent tearing of vagina. Loosen umbilical cord if around child
neck.
 The child will be slippery and hard to handle. Wipe mucus from nose. If the baby is
not breathing rub back or slap fest, if there is no response, start artificial
respiration.
 Place the baby between the mother’s legs and keep it warm.
 Don’t cut the umbilical cord. Grasp the cord as close to the vagina as possible. With
the other hand grasp the umbilical cord between the thumb and index finger, while
holding the cord steady and not pulling on the placenta. Tie a sterile piece of gauze
twelve inches out from the baby. Tie tight. This will stem the flow of fluid to and
from the baby and the placenta.
 Allow the placenta to deliver it self. A dark blood usually follow the delivery. Put
the placenta in water proof bag and place next to the baby.
Post Birth:
 Wash mother with warm soapy water.
 Position sanitary napkin and have mother lie quietly with legs together.
 Keep mother warm with blankets.
 Have mother massage uterus to reduce bleeding.

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 If mother is hungry offer food and liquids.

 Keep baby and placenta package near mother.
 Do not leave mother unattended.

Drowning
A person who is pulled out of deep water may have his lungs full of water instead of air.
Action:
 Clean the mouth of water, mud and weeds.
 Attempt mouth to mouth resuscitation.
 Call for ambulance or send to hospital.

Electric Shock:
A person who has been electrocuted may still be grasping the implement which has
caused the shock. If you touch the person you may be electrocuted too.
Action:
Turn off the current, by turning off the switch and pulling out the plug.
If you are still not sure whether to touch the patient, find a news paper and apron. Stand
on the news paper (which is poor conductor of electricity) and use the broom to knock
the tool away from the patient.
The patient may not be breathing. Try artificial respiration.
The patient may be burn, if so, cover the affected area and call for help..

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Choking:
On a Fish Bone
Because of the shape of a fish bone it can cause great discomfort and be difficult to
dislodge.
 A sharp slap on the back may make the affected person cough up the bone.
 Give the person some dry bread to eat. Swallowing something bulky may push the
bone out of the way.

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Food or drink going down the wrong way:

Lean the patient forward and give several slaps on the back. Bend the patient over. Stand
behind the patient and with both arms grasping round the stomach give sharp squeeze
this action will often jerk the air out of the lungs and dislodge the obstruction.

If you suspect a child has poked something down its throat:

Don’t try to get it out with your fingers. You may push down it further down. You
must act quickly. Straddle the child across your arm, head downwards.
Give it several sharp thumps on the back. The child will bring up what ever object is
causing the choking.
Heat Rash:

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If you have become very hot, and have sweated profusely, the salts in the sweat may
cause a heat rash. A red prickly rash over the body.
Action:
Run a bath of warm water and add two tea spoons of bicarbonate of Soda.
Wash the body for ¼ hour and dry thoroughly

Heatstroke:
Heatstroke is when the body become over heated and 'the salt balance in the circulation
is disturbed.
Symptoms
 Initial sweating, which may step if the body's sweating mechanism breakdown.
 Severe cramps.
 Thirst
 Scanty urine output.
 High body temperature.
 Dizziness.
 Vomiting.
Action:
 Take patient to a cool place. Remove clothing.
 Sponge the body with tepid water.
 Give salt tablets with plenty of water, or salty water.

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Nose Bleed:
Nosebleeds can occur for no apparent reasons or as the result of a blow or injury to the
nose.
 Do not lie the person down this may cause blood to be swallowed.
 Do not allow the patient to blow their nose.
Action:
Keep the patient sitting down quietly and loosen collar or neckwear.
Give plenty of paper or handkerchiefs.
Crash some ice, put it in a handkerchief and apply it to bridge if the nose.
With finger and thumb pinch the bridge, maintain the pressures for five minutes.

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Air Sickness:
This the most common illness encountered in flight and should be handled as follows:
If a passenger is seat in the rear cabin, move to the centre of the A/craft if
practical.
Have a clean airsickness bag available.
Put chair in reclining position.
Advise to breathe deeply.
Advise passenger to relax and try to sleep.
Give Ammonia or cologne inhalant.
Offer to cover passenger with blanket.
In case of excessive odor within cabin, use deodorant spray and ventilate cabin as
well as possible.

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GENERAL
In passenger handling, you will be dealing with different people; different in many things:
sex, age, education; nationality, attitude, etc. Therefore handling a group of different
people requires great skills and special technique .Therefore ,because people are
different , what may be good for one may not be good for other .So you must adjust your
mood any technique and you must know the right approach to cope with each situation.
The passenger who receives courteous, friendly and different service is most certain to
be satisfied passenger.

The Flight Attendants are the airline representatives on the flight .The impression they
create on the passenger will properly be their impression for the long time, therefore a

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friendly smile, and polite manner will create a good impression of service that the
passenger will remember.
Our objective is to treat each passenger as an individual and doing best to ensure that he
has a pleasant flight.
In flight highly competitive like aviation, one must do this best two important points:
service and punctuality. They successful standard of service and keeps the schedule.

Some important points which will help you to handle our passengers
properly. Try to remember these points each time you deal with passengers.
 KEEP THE PASSENGERS INFORMED
Tell them about everything they need to know .Answer their questions with a smile. If
you do not know the right answer say “I will find out ‘’ Go find out and come back.
Direct them to the immigration desk, customer area, duty free shop, post office,
restaurant, toilet etc.
 PURE AND SMILE APPEARANCE
Because you deal with people face to face, i.e. you are seem, you should pay attention to
your appearance for two things:
 -The image of the airline you present.
 -Your own self-image.
Therefore keep the following points in mind;
 Make sure to have smooth shave before you report on duty.
 Hostesses must have their hair tidy.
 Clean shirts, blouse, skirts, jackets are to be worn and properly and shoes polished
.Keep your uniform clean.
 Make sure you brush your teeth so that does not smell.
 Hats or caps are worn as required by the rule and regulations.
 Never walk with your hands in your pockets or arm with another colleague. Do not
whistle or laugh loudly.
 Avoid running in front of passengers you might frighten them.
 Never talk to passengers when you have chewing gum in your mouth.
 Smoking is not allowed when you are in contact with passengers. It is permitted
only in your areas.

 HELP FULLNESS
Be helpful to all passengers; particularly mother with infant’s elderly passenger, invalids,
unaccompanied children and minor’s .Do not expect all passengers to be experienced in
air travel .Some of them are, and some could be flying for the first time. So do not
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suppose that they are know everything relating to the rules and regulation of the
government and of the airline .Sometimes you have to explain and guide , se be patient
.Do not lose yourself control.
 ANTICIPATION
Think of what the passenger seem to be wanting if you see a passenger wondering at the
airport and looking for something ;approach him immediately and what he is looking for
and if you can be any help
 POLITNESS
Be polite to passengers, your managers and your colleagues people to deal with someone
who is always polite and who is addresses them a smile and respect.
Address people their when the names are known to you ,after you have checked the
passport or the ticket , using Mr. Mrs. as the case may be .If somebody has a title
Minister or Ambassadors, must be addressed by ‘’ Your Excellency “
Ask nicely and do not order .Always say “please “and “thank you “.Show interested in
every passenger .All our passengers are dear to us. Remember without them we cannot
survive.
Never argue with passengers or shout at them. If there is a problem you cannot solve or
handle, call your cabin supervisor to deal with the passenger. Other passengers are
waiting to be served, do not waste the time arguing with one passenger.

 KNOWING OF THE JOB

You must know job technicalities .So , if you are in doubt about any point ask your senior
colleagues .Do not feel ashamed or embarrassed .We all keep learning all the time
.Asking is better than making mistakes.

BOARDING OF PASSENGERS
Passenger will not board unless:
a)At least one half (rounded to the next lower figure in case of a fraction ) of minimum
safety crew required for that flight are on board the aircraft .but not less than two.
b) All safety and security have been conducted satisfactorily.
Note: passenger may remain on board at a transit stop , provided flight attendant staffing
is maintained at no less than that prescribed in (a) above.
It is the responsibility of Flight Attendant stowed in one of the cabin doors and the others
standing a long side, hand luggage and coats .Special attention must be paid to children,
elderly and women with infant.
ONBORD USE OF GSM MOBILE TELEHPONES
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Due to possible adverse effect the aircraft performance, safety of the flight and
interference with electronic equipment. Passengers should be cautioned not to use
mobile telephones onboard the aircraft.
PASSENGER (Head) count:
It is the responsibility of Senior Flight Attendant with the Senior Flight attendant who is
responsible for E/Y service will be charge of passenger head count. In two aisle A/C,
another two Flight Attendants should help him/her.

PASSENGER DEPLANING
Before allowing passengers to deplane F/A will ensure that the steps on the jet way is
securely positioned.
PASSENGER BEHAVIOR
1-No person may assault, threaten, intimidate or interfere with a crew member while
performing his duties onboard.
2- If any person appears intoxicated during boarding, an/A who becomes aware of the
passenger who is being disruptive, must be brought to the attention of the FAIC who will
inform the PIC to take action with coordination with the traffic personal.
3-Do not antagonize a passenger by stating that he is drunk ,……should such statement
be made. The correct sentence may be (he has been drinking) which he likely to deny.
DISRUPTIVE AND UNRULY PASSENGER
Definition :Passenger who are not complying with established rules and regulations such
as regulations regarding smoking, use of mobile phones or other electronic devices
,alcohol use , or behaving in an unruly manner.
Disruptive or unruly behavior is first of all safety issue because it puts great mental strain
on both passenger and employee involved. The company policy however is focusing on
preventative measure rather than prosecuting the unruly passenger. Cabin crew entailed
to deal firmly and legally with disruptive behavior and try to control such passenger
peacefully whatever they can .No need to go far in legal claim unless disruptive behavior
endanger safety. It is not tolerable if unruly passenger insulted the company or its
employees or customers. It is often that series of events build up leading to disruptive
behavior such as long delay ,lost property, overbook flight or mishandling during checked
in or boarding . It is disruptive passenger are intoxicated ,autistic , or psychotic, In case of
injury or so full report executed by the commander and the senior F/A included incident
description, witness and action being taken as this required as documentations . In case
of disruptive behavior while aircraft on ground passenger should be offloaded
immediately.

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Safety of the aircraft and person or property on board, the PIC is authorized to off –load
any passenger whose behavior is likely to affect the safety of the flight, such behavior
may involve.
1-Causing discomfort or becoming objectionable to other passenger or any hazard or risk
to themselves or other passengers or property or noncompliance with crewmembers
instructions, company, state regulation.
2-Futher more the PIC may require assistance from other crew members in resolving the
situation.
3-If the passenger cannot be controlled the PIC may elect to off-load the passenger .If the
passenger is off-loaded his carryon baggage to be off-loaded with coordination with
ground staff.
ALCOHOL DRINKING/DRUGS AND CARRIAGE OF NARACOTICS
1. Flight attendant are not allowed to serve passenger or permit them to carry
alcoholic drink on flights
2. No one appears to be intoxicated to board the aircraft.
OBESE PASSENGER
Seat belt extension should be used to enable passenger to fasten the seat belt due to his
size. And should not be seated on an emergency exit.
AUTISTIC PASSENGER
1-Being jostled in crowd.
2-Being abruptly spoken to by stranger.
3-Being suddenly approached by uniform official.

Note: It is recommended that passenger to be accompanied by escort.

Individual briefing by means of pictures, avoid rushing and if possible to be boarded first
and deplane last.

PREGNANT WOMAN
Pregnant woman beyond 28th pregnancy should have a medical certificate from a doctor
stating her fit to fly. Seat belt should be placed at her joined so as not to affect the baby.
Pregnant woman mainly beyond 28th pregnancy –must travel with a doctor permission
and medical certificate , staring that she is fit to travel by air, in such case ensure her
comfort but do not offer pillow to place between stomach and the seat belt , the seat
belt should be placed at the hip-joint so as not to injury the baby.
NOTE:-

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The flight attendant with the captain permission may refuse to accept the expectant
mother if it is obvious that the carriage of her endanger her health, and other passengers
comfort.
CARRY ON BAGGAGE
1-Excessive carryon baggage which may block the aisle and exits must be transferred to
cargo holds F/ A must ensure that all cabin bags are properly secured.
2-Seat baggage paid by passenger must be secured, not to exceed 75 kegs and not be
placed in an exit row.
3-Each passenger is allowed one piece of hand baggage total dimension not to
exceed115cm.
All hand luggage must be stowed in one of the following locations:
 Underneath the seat in front of the passenger (be alert to article which do not fit
under the seat).
 Overhead compartment provided show the weight limitations.
 May be carried aft of bulkhead or divider but shall be stowed in any area allotted
for emergency equipment.
 No luggage to be stowed in the cockpit or toilets.
 Explain regulations to passenger if necessary.
 No bulky baggage is to be carried on passenger if necessary.
 No bulky baggage is to be carried on passenger seat.
 Passengers And Baggage Dimension: Maximum length 56 cm (22 in) width45 cm
(18in) or depth 25cm (10inch)any item exceeding those dimension should be
loaded fully tagged in the cargo compartment.
PETS
A pet accompanied by a passenger may be carried in the cabin. It must be carried in a
suitable closed leak proof container. This must be placed on the floor at the passenger
feet.
CARRIAGE OF PETS
Pet’s animals such as domestic dogs, cats, parrots rabbits or birds may be carried in the
cabin without a written permission. The weight of animal container According to the
IATA Regulations. Cabin crew should maintain to avoid any physical contact with the
animal and observe strict personal hygiene
ACTION TO BE TAKEN IN CASE OF ESCAPE
In the event that pet animals do escape from its container during flight, the person who is
accompanying the animal must do the best to control it with the assistance of crew.
Captain should be informed to take action in destruction of the animal if not contained or
conduct flight diversion to nearest airport.

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FALCONS
Falcons may be carried in cabin subject to;
1-Falcon must be hooded at all time.
2-A chain or rope must be attached to the legs of each bird A/ seat.
3-A plastic sheet will be on the floor under the bird.
Only falcon per handle is permitted, unless additional seats are booked adjustment to the
handler
Two falcons can be carried on each additional seat
 If 5 falcons are carried:
-One falcon with the handler.
-Two Falcons on each seat.
Normally they will be carried in the economy section. Under exceptional situation they
may be accommodated in the first class.
 In that case two falcons may be carried on the seat with the handler. If there are
more than two then the procedure given in the example above will apply.
 Flight attendants are required to reassure other passenger that the falcons are
tamed birds trained for hunting and they are under control of the handler.

Note: F/C passenger may carry two falcons and E/C one.

SEEING –EYE AND HEARING-EAR DOGS

A dog trained to lead a blind or deaf passenger must be accompanied by that passenger
who is depended on it .To be properly harnessed and to be seated at the passenger feet
(not on the seat).

GENERAL GUIDELINES TO HELP BLIND PERSON

A dog and a blind person work together closely. Any interference between them such as
grabbing the harness or seizing the master’s arm can be dangerous.

You need not to be fearful in approaching the seeing dogs. They are taught to accept
strangers calmly. They should not be touched or patted. If are walking through the

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terminal or to the plane, the blind person may temporarily drop the harness and may ask
you to act as a guide.

TO OFFER ASSISTANCE

 Address the blind person directly.

 Identify yourself.
 Familiarize the blind passenger with operation of the P.S.U.
 Explain the emergency oxygen system.
 Explain the location and direction of lavatories and emergency exits.
 Explain the emergency oxygen system.
 Location of food on tray, explain the dish and offer assistance.
 Seeing Eye dogs should not be fed or given anything to drink in-flight unless
requested by the owner.
 Canes used by blind Passenger should be stowed during the flight in manner to
prevent it from sliding into the aisle or obstructing the exit.

Evacuation procedures:

1-Instruct blind passengers of safety briefing as other passenger

2-Brief blind passenger of safety on evacuation procedures.

3-Assign another passenger to assist blind person during evacuation.

Laps.

If the dog and the blind passenger separated, the dog should be led by its leash to the top
of the slide and pushed down after its master.

SAETING

A blind person with the dog (seating will be):

 A window seat.
 A bulkhead seat where is additional room for the dog to sit.
 A blind person will not be seated in an emergency exit row

AT transit stop:-
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Blind passenger should remain on board during transit station;

Otherwise Flight Attendant should ensure that the blind person is escorted to the transit
lounge and back to the aircraft.

 DEAF PSSENGER

The deaf person faces many problems such as not hearing announcement, not knowing
of delays or diversions to the alternate airport, and most important not be able to hear
evacuation instructions which could be given by darkness with loss of electrical power or
dense smoke which would impair the use of eyesight for existing directions.

Many persons use form sign language for communications. Once a deaf passenger has
been identified a variety of methods of communications are available –written
instructions or written answers to questions and lip reading is another method.

 FAMILY WITH YOUNG CHILDREN

Family with young children should be assisted upon embarking and disembarking. Flight
Attendant should offer to carry infant or hand luggage.

 Always reserve b bulk seat if no seat plan is follow.

 Parent traveling with children prefer to sit close lavatory area.
 Children should not be seated next to emergency exits.
 Offer baby-cot immediately I preparation for carrying infant.
 Offer water or milk as swallowing eases ear discomfort (Mother instructed to feed
her infant).
 Always serve children first during food service
 CHILDREN

Children not play around in the cabin aisles as they may get injury if there is sudden
turbulence / decompression. Even they are required to be in their seats, with seat belt
fastened. Even if seat belt fasten sign is off.

 Unaccompanied minor:-

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Children under of twelve when travelling alone are considered as unaccompanied minor.
They should be boarded and introduced to the senior Flight Attendant by traffic officer.
They must be handed as follow:

 Infants less than two years are not accepted.

 The number of unaccompanied minors carried on each flight is left to the company
discretion on condition that there is enough crew to handle them.
 If there is crew change en-route it is the responsibility of the joined crew to take
off.
 Up on arrival UN accompanied minor and the documents handed to ground staff
meeting the flight.
 When delay occurs that requires passenger disembarking the station manager or
agent will take over.
 Unaccompanied minor not to deplane at transit stations.
 Other Airlines use a special identification tag/ badge for unaccompanied minor to
be wearing throughout the flight.
 Unaccompanied minor form, documents and handling should be delivered to
senior Flight Attendant for paper custody,
 If there are than more child seat them together in the same row.

EXIT ROWS SEATING

During boarding and before landing F/A must check the following:

1-Passenger above 15 years where to sit.

2-Passenger is not accompanying any children.

3-Can speak same F/A language.

4-Phiscally to understand and operate, willing to help in case of emergency.

5-Each passenger who is two years old or more should occupy a separate seat with seat
belt fastened during taxi, take off, and landing.

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6-An infant may be held by an adult who is occupying the seat the seat belt should be
fastened around the adult only.

7-During takeoff and landing the seat must be in the upright position

8-Blind or handicapped passenger may seated in a seat which is close to an exit (but not
an exit row).

APPROVED CHILD REATRAINT DEVICE

1-Children up to 40 pounds, regardless of age, may FAA approved child restraint for
takeoff and landing.

2-During emergency evacuation the child should be removed from the device and the
device should remain in the A/C.

DOCTOR EMERGENCY KITS

A kit may be provided on board for use by qualified doctor only with authorization from
the (PIC ONLY.)

PASSENGER WITH MEDICAL Complication

The following passengers with medical complications must be accompanied by

attendants:

1-Stretcher passengers.

2-Infants in incubators.

3-Severly mentally deficient/retarded passengers.

A-Stretcher passenger;
It is the policy of the company to prepare a stretcher for sick or handicapped person
who should be boarded first and disembarked last .Number of stretcher per flight is
determined according to general safety and commercial reasons .A stretcher should
be equipped with a harness and securely fixed with seat belt .Escorts are always
required for stretcher case seating next to stretcher occupying aisle side seat. The
head of a stretcher person must be toward the A/C nose strapped by two seat belts to

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secure his/her leg and round his/her lap. Stretcher fixed adjacent to last three rows
line of 3 seats located window side
not more than two cases may be accepted per flight sector. The stretcher should be
properly secured and does not obstruct any aisle or emergency exit.

 -Medical report signed by qualified physician that the passenger is fit to travel by
air.

B-Infant incubators; specially incubators for sick infants. The unit properly secured and
does not block aisle or emergency exit. And accompanied attendant to sit next to the
incubator.

(Nurse) and no smoking 8 meters where the unit is used.

 PASSENGER HANDLING
A) Each passenger who has reached second birthday must occupy a separate seat on
board the aircraft.

b) Passenger must be in their seats, with belt fastened during taxi, takeoff and landing.

c) An infant who has not reached his second birthday may be held by an adult who is
occupying a seat. The seat belt will be fastened around the adult only, and not around
the infant.

e) During takeoff and landing, each passenger must be in the upright position and tray
table stowed expect, if passenger occupying a stretcher, or is so sick. That placing the
seat back erect may cause him more pain or injury.

f) Passengers are not allowed to occupy crew jump seats.

g) Passengers shall keep their seat belt fastened whenever they are occupying a seat,
even though the FASTEN SEAT BELT Sign is off.

PRECAUTION DURING TAKE-OFF OR LANDING

1. Infant must be removed from the cot and held by parents or restrained by infant seat
belt during takeoff, landing or turbulence.
2. Never restrain two infants by one infant seat belt.
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3-Only one infant to be held by adult not to be fastened with him/her by the same
seatbelt 4-, No seat row should take more passenger including infants than the number
of oxygen masks.

SICK PASSENGER

Sick passenger will be handled as followed:

 Valid sick report warrants from physician to be given to the Flight Attendant in
charge stating the passenger is fit to travel by air.
 They will be pre-boarded by traffic officer.
 Flight Attendant shall inform the captain of all injuries and illness. The Flight
Attendant shall administer first aid if available (no medicine other than that
supplied in the first aid kit).
In the event of the crew a doctor or a nurse no board, if matter persists notify the captain
to call next destination to have physician available upon arrival.
The FAIC will ensure that:
A) The passenger or his companion has medical certificate from the country indicating
the rate of flow in liters per minute.
b) A mask is attached to the required outlet on each oxygen unit, as shown on the
medical certificate.
c) The unit is secured and does not obstruct any emergency exit, or aisle.
D) The passenger and/ his attendant knows how to operate the unit with the assistance
of the flight attendant.
e) Smoking is not permitted within disconnect oxygen dispensing equipment’s, to or from
a gaseous cylinder while any passenger is boarded the aircraft.
g) Flight attendants should be aware that passenger should not take these kits with them
when leaving the aircraft.
 IN-FLIGHT ILLNESS AND INJURY

A) The FAIC must inform the PIC, as soon as possible, about all injuries, serious illness or
any death during the flight.

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b) Call for a doctor or nurse and seek their assistance.

c) The flight attendant will administer first aid, as required.
e) Only medication provided by aircraft may be given.
f) A F/A must not administrate medication to an unaccompanied child.
g) If passenger continues beyond a station where the crew is being changed, the FAIC will
inform the new crew about the details of illness/injury and the first aid given.
h) Regardless of the seriousness of the case, the FAIC will make a written report dually
signed the FAIC and PIC and submit it to In-flight Service.

Stretcher cases categorized into various groups. The following table gives
detailed cases:
LEGL (Leg in cast) for passenger with a left leg in a full cast, to be considered as a
stretcher case for seating purposes.
LEGR (Leg in cast) for passenger with a right in leg in a full cast, to be considered as
a stretched case for seating purposes.

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LEGB (Leg in cast) for passenger with both legs in a full cast, to be considered as
stretched case for seating purposes.
MEDA (Medical case) company medical clearance may. Not used for incapacitated
passenger who only required special assistance or handling and who do not
require a medical clearance.
OXYG (Oxygen) for passenger travelling either seat or on a stretcher, needing
oxygen during the flight.
SP (Assistance required due to incapacitation) to be optionally entered after the
passenger’s name on the ticket.
STCR Stretcher Passenger

WCHR 1 (Wheelchair – R for ramp )-passenger can ascend/descend steps and make
own way to /from the cabin seat but required wheelchair for distance
to/from aircraft ,i.e. across ramp , finger dock or to mobile lounge as
applicable .When service animal is accompanying passenger ,specify the type
animal in free text of SSR item.

WCHR 1 (Wheelchair – R for ramp )-passenger cannot ascend/descend steps and

make own way to /from the cabin seat but required wheelchair for distance
to/from aircraft ,i.e. across ramp , finger dock or to mobile lounge as
applicable .When service animal is accompanying passenger ,specify the type
animal in free text of SSR item
WCHC 1 ( Wheelchair –C for cabin seat ) –Passenger completely immobile: require
wheelchair to/from aircraft /mobile lounge and must be carried up/down
steps and to/from cabin seat by personnel .When service animal is
accompanying passenger, specify the type animal in free text of SSR item.
BLND ( Blind Passenger )- Specify if accompanied by seeing –eye dog or other
service animal.
DEAF ( Deaf Passenger )- Specify if accompanied by seeing –eye dog or other
service animal.

INVALID OR HANDICAPPED PASSENGER

Never sit an invalid passenger in an emergency exit .Try to seat him next to window so
that passenger next to him can move without disturbing him, a preferred seat will be in
an area near lavatory. Flight Attendant is to offer all possible assistance to them during
the flight.
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ELDERLY PASSENGER

Elderly passenger may require many special attention, particularly their comfort show
them how to recline the seat back and how to press the call bells button and from time
to time check their needs and wants.

DELAY SERVICE

Efficient handling arrangements are to be in conducted in order to make it easier for the
passenger to accept the case of a delay.

DEPARTURE DALAY

To reduce the irritation and annoyance caused by the delay .Efficient handling whereby
we look for passenger anticipation, politeness and patience.

 When flight department is delayed fifteen minutes or more, the senior Flight
Attendant on board will coordinate with the captain, traffic officer or coordinate on
the following;
1. Make delay announcement
2. If the delay extend over thirty minutes, refreshments will be served on ground.
3. The information should be given to passenger as early as possible and any promise
for further information must be carried out.
LONG DELAY UP TO THREE HOURS OR MORE
 Ensure that information is passed to passenger
 Arrange for meal on ground.
 Revise catering scheduled and replace meals.
 If the delay is encountered where by the passenger are to be taken to the hotel or
transit lounge, Local arrangements should be made in order to look after
passengers needs and keep them informed with up-to-date information.
 No communications should be made by the Flight Attendant that the connecting
flight will be held.
DELAYES AT TRANSIT STATION

It is the responsibility of the Flight Attendant to ensure the following:

 Assist passenger for any other connection.

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 Special cases should be accompanied by F/A.

 Keep in touch with passengers.
 Offer any possible help.
 No smoking regulations to be adopted.
 Seat belts unfastened.
 Doors are not being opened and steps available.
 Control passenger movement.
 Inform ground staff about any special cases on board.

INFORMATION

It is the responsibility of the staff to inform the captain of the aircraft as to all possible
details and to the supervisor ,who should co-ordinate with both the captain and the
passenger explaining the reasons of the delay , the expected delayed timed and if there
any other arrangements to be done. The P.A. system should be single passenger has
gotten the message.

 IMPORTANT point:

Only one reason should pass the information whenever it is possible .The information
should be given to the passengers as early as possible and any promise for future
information must be carried as soon as the information is received.

 AT TRANSIT STATION

It is the responsibility of the staff to ensure the following: - PASSENGER STAYIG ON

BOARD)

 Keep in touch with passengers offer any possible help.

 Smoking and no smoking regulations to be adopted.
 Seat belt unfastened.
 Doors are to be opened and steps available.
 Control passenger movement.
 Inform ground staff about any special cases on board.

CHANGE OF CLASS

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Passenger that wishes to change class after boarding should be referred to traffic officer,
not Flight Attendant is authorized to make an upgrading expect in medical emergency
case then captain should be notified.

 Upgrading and downgrading and change of class are permitted only when there is
an overbooking and will accomplish by the traffic staff prior to departure.

It is the responsibility of all F/A’s to ensure these regulations:

 Any passenger being upgraded and downgraded will be offered the applicable
service for the class in which he is seated.
 A passenger holding first class boarding pass may at his/her leisure sit or visit a
passenger in the Y/C section.
 In case an E/Y passenger wants to visit an F/C passenger F/A will notify the F/C
passenger who then may visit the E/Y section.
 F/C passenger are permitted in the E/Y and be served in the E/Y provided it is an
economy meal.
 When cabin door in F/C is used for deplaning, the divider curtain will be opened
only after F/C passengers have deplaned.
 The class divider curtain must be opened and secured, during takeoff, landing, any
time the seat belt signed is on.
 It is the responsibility of the senior Flight Attendant to enforce these regulations
&explained to passenger that the door mentioned are IATA regulations.

HANDLING OF VIP & CIP

Certain passenger recognized by most airlines as VIP (very important person). Or CIP
(commercial important passenger).

The policy of the airline is to provide excellent service to all passenger However
passengers such as government officials who should be treated with respect and
courtesy.

As soon as the senior Flight Attendant received all information regarding VIP&CIP from
traffic officer, should brief other F/A’s an accordingly:

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1. Normally the VIP arrives after the rest of the passenger they should be greeted to
feel welcome.
2. On arrival every effort should be made to have the VIP deplaning a head of the rest
of the passenger and senior F/A should coordinate with the traffic officer to insure
their assistance.

UNACCEPTABLE PASSENGERS

 The following types of persons are not acceptable for traveling to the Captain any
boarding passenger showing any unacceptable behavior.
 For the interest of passenger safety, comfort, and satisfaction the following
passenger will not be accepted by the company;
 Anyone who has obvious contagious diseases.
 Anyone who is mentally deranged or incapacitated possible to endanger safety.
a- Anyone who appears under the influence of intoxicated liquor,
cocaine or other drugs.
b- Anyone who for any reason is likely to jeopardize his own or other
passenger health, safety or comfort.
c- women within the last seven days prior to confinement and within
the first seven days old.
d- Baby less than seven days old.
It is generally the responsibility of Flight Attendants to identify persons not acceptable for
travelling .How ever Flight Attendant must be especially watchful for any carry-on
equipment’s such as oxygen bottles or other articles that may be classified as hazardous
material. The acceptance or none acceptance of any passenger is determined by the
Captain.

PASSENGER WHO MUST BE REMOVED EN-ROUTE

 A passenger though has been permitted to start his flight should be removed if:
 The condition becomes objectionable to others.
 The condition of illness causes discomfort to other passenger to require undue
amount of assistance en route.

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His remaining on board many jeopardize his own or other health and safety.

 SLEEPING PASSENGER

When it is apparent that a passenger wishes to sleep:

 Offer a pillow and a blanket.

 Have the passenger fasten seat belt over the blanket.
 Turn off individual reading light and close the window shade.
 Sleeping passenger should only be awaked for the meal service. Turbulent
weather, takeoff. & landing .Flight Attendant should be quite and to maintain
galley activity to a minimum noise level so as not disturb passenger.
 FIRST RIDER

The Alight Attendant should attempt to put the first rider at ease and try to encourage
and reassure him/her. Point out the advantages of flying .Give the passenger some
general flight information concerning the number of crew members, attitude and speed
of the aircraft etc.

Offer him/her newspapers and magazines.

Offer him/her an opportunity to see the cockpit when the air craft is on ground –close
the window shade.

 FOREGIN LANGUAGE SPEAKER

To communicate with a passenger who cannot speak the language known to the crew
members. Flight Attendant should use sign language or write the information on a piece
of paper or assist in such language difficulties.

After the passenger arrives at his destination, the senior Flight Attendant will advise the
representative that there is a passenger with a language problem.

 PASSENGER COMPLAINS

Every effort should be made to correct the situation that makes passengers unhappy. The
Flight Attendant, as the company representative should try his/her best to calm the
passenger if the disturbed by something in which the Flight Attendant has no control.

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Obtain passenger name, address and occupation.

Note nature of complaint.
Ask the passenger to complete comments card or paper, and forward to the office
concerned.
Listen to the judgment or involve other passenger in internal problems.
Apologize to the passenger in a kind way regardless of the departments or individual
responsible for (the complaint).
 DAMAGE PROPERTY
If the passenger clothing or personal effects are damage, soiled or torn during flight, do
not commit the company in the way of claim.

 UNCLAIMED PASSENGER ARTICLE

Should a Flight Attendant fir has been and any item on board the A/C or has been given
by somebody else, the item should be handed to senior Flight Attendant who should
attempt to determine to whom the article belongs.

If unsuccessful:

 Senior Flight Attendant should make an announcement asking if any passenger has
lost an article to identify himself.
 Should be asked for before it is given to the passenger.
 Unclaimed items should be handled to the station manager at the next or stop or
to the security officer.
 Senior F/A should report this matter to cabin service manager.

ELECTRONIC DEVICES

Electronic devices such as TV, Radio, and Wacky talky (are acceptable as cabin baggage.
Passenger are not allowed to use them as they cause interference with the navigation
system .If you observe any of such devices with the passenger brief him not to use it
onboard the A/C.

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 ITEMS THAT BE USED IN FLIGHT ARE

1-Medical aids (hearing aids and heart pacemakers).

2-Portable voice recorder –electric shaves electronic calculators.

 PASSENGER PERISHABLE ITEMS

Some medicines and perishable food need refrigeration, to avail responsibility and
liability by rapping the item and keep at the seat .Under no circumstances .Flight
Attendant is to retain the item in the galley.

PROCEDURED DURING REFUELING

 The following procedures must be met during refueling with passengers on board:
 Passenger should be briefed that refueling will take place.
 No smoking is allowed by passenger or crew.
 Passenger and crew should not be allowed to use matches or lighters or to operate
electrical shavers.
 A/C Fwd. /Aft main entry doors (B737 Air stairs) should be opened. Steps jet ways
should be in position.
 Flight Attendant should be positioned at each passenger door.
 A minimum of two Flight Attendants should be on board ,should any fuel vapor be
detected in the cabin, Flight Attendant shall notify the fueling staff and cockpit
immediately.
 Ensure that the aisle, steps& jet ways are, not blocked by any obstruct.
 Keep cabin under observation to ensure safety regulations is not violated.
 Seat belts to be unfastened

COURIER

Diplomatic, armed forces and government commission couriers are accepted as

passenger .A courier flying with pouch must keep it with him at all times .If the pouch
cannot be carried in the cabin it should be loaded in the cargo compartment. The courier
should deplane first to oversee the cargo door opening.
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FIRE ARMS

 No firearms or ammunitions shall be allowed to be carried on the cockpit.

 It is the responsibility of the security and the ground –handling, officers to ensure
the security clearance of the passenger.
 Passenger are prohibited to carry any weapon including firearms ammunition,
knife swords, large scissors etc. . . .on any flight expect by the following steps:
 Firebirds must be checked and carried in the cargo compartment.
 Escorts and bodyguards of the member of V.I P flight.
 The armed person should identify himself to senior Flight Attendant and should be
known to the captain.

Armed passenger is not permitted to consume alcoholic beverages.

DEPORTEES

Deportees are persons who are being transported out the country for other than criminal
acts .While travelling they may be under guard .But out of last departure airport in the
country to foreign country they will not be under guard.

HOW TO HANDLE DEPORTEE

 Whenever delay occurs at transit station, which requires passengers to

disembarkation, notify the station manager to obtain permission from local
authorities.
 At destination handle deportee’s documents to the traffic officer.
 If there is crew change en-route notifies and handle over deportee’s documents to
out bound crew.

PRISONERS

1-Civilian prisons may be carried onboard regarding that they should be boarded before
passengers and deplane after passengers accompanied with their guards.

2-High risk should be with extra guards (three guards for one) should be on the last rows
.When a lavatory visit is necessary the guard will go with them.
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PRISONERS ON BOEARD

Prisoners shall be accepted on all flights. They must be with guards,

and they subject to the following conditions:
1. Prisoners will not be seated in the F/C section.
2. Prisoners may be served at the discretion of the guard.
3. Prisoners and guards shall be boarded as soon as possible prior to other passenger
to be instructed to deplane last.
4. Prisoners and guarded are to occupy rear seats.
5. The captain of flight should be informed of the prisoners.
6. Prisoners are not permitted to leave their seats .When a visit to the lavatory is
necessary the guard will go with the prisoner.
7. Maximum numbers of prisoner allowed onboard is 8 per flt.

HUMAN Remain:

1-Must be shipped in funeral urns (Coffin) which against breaking.

2- The packing should not show any mark referring to the contest.

3- Human remain and life animal may be loading in the same hold.

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Basic principles
 F/A is responsible for onboard service(s). According to the policies in the company
manual.
 We consider the PAX. as our gests at home.
 Attempt to wake sleeping F/C. PAX. for meals (unless previously advised).

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 Serve children first , then window first, if there is a male & female serve female
first, if there are two female serve the elder first.
 Select the right temperature when ever heating the food, extra care for heating
eggs.
 Be sure of your personal appearance.
 Always anticipate the PAX. need & Requests.
 Removal of any item from A/C. provisioning for personal usage strictly prohibited.
 Always use tongs/ plastic gloves when handling food.
 Create lasting good impression & giving a friendly relaxes approach.
 Call PAX. by their names in F/C.
 Organize & plan your work. Do not give rushed impression.
 Checking the Galley:
 Type of food according to time.(EN.B/FAST- CONT.B/FAST-LUN-DIN-SNX) . It comes
with refreshments (juices, soft drinks….).
 choices of meals, juices, ….etc.
 Water & soft drink, juices are cold.
 Dry store items are sufficient.
 Service equipment, in good condition and clean, enough.
 Work as a team work.
 If a PAX. seems sleepy, offer a billow & blanket, & inquire if he wishes to be waken
for his meal.
 If PAX. is not eating his meal inquire why?
 Answer call bells promptly & courteously.
 Answer questions graciously–positively & correctly.
 Stand at professional distance when talking to PAX.

 Sanitation & Hygiene

• All F/As must take it into consideration while handling with food & beverage, so:
• Hands must be washed before starting, & after using lavatories.
• Hair must be secured back, fingers must be cut.
• Unnecessary of food must be avoided.

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• Any food dropped on the floor must be cleaned.

• Galley and all area must be cleaned all the time.
• Avoid touching lips or face with hands while serving.
 Self Sanitation
Undermine the confidence in:
 Have physical & dental examinations at least once a year.
 Take a bath or shower two times a day.
 Use deodorant.
 Keep hair clean, neat & under control.
 Uniform & apron must be clean all the times.
 Eat a balance diet of wholesome food.
 Keep hands & fingers clean.
 Always keep a clean rubberized bandage on any out or sore.
 Keep your hands away from your face or arms ayes.
 Never use a side towel to wipe your face or arms.
 Do not wear jewelry that may drop into food.

SPECIAL MEALS
 Special meals are available onboard upon request when PAX. makes reservation.
 Special meals list with PAX. Names & seat number will be given to senior cabin
crew, by catering supervisor.
 Meals & tray will be labeled by catering type of meals,
 F/A will distribute special meals as per name & seat.
 China for F/C. glasses, Cutleries, trays .
 All containers locked, carts, trolleys, are serviceable.
 Ovens, coffee makers, warmers, trash compressors cart.
 All circuit breakers in the (IN) position.
 Galley lights.

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Special meals not covered by special code SPML

Moslem meal MOML

Diabetic meal DBML

Low calorie meal LCML

Low cholesterol meal (low fat meal) LFML

Low protein meal LPML

Low sodium meal LSML

Vegetarian meal VGML

Asiatic (Indian veg. meal) AVML

Raw fruit vegetable meal RVML

Sea food meal SFML

Kosher meal KSML

Oriental meal ORML

Hindu meal HNML

Chin meal CHML

Baby meal BBML

Not salt added meal NSML

CATERING UPLIFTING FORM

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COFIC HBF CBF CNBF HLC HLD SNX CTL F.FRTS

F/C

E/C

CREW

ITEM UNIT F/C Y/C RTRN

SUGAR EA 150 500

COF.MATE EA 75

TEA BAG EA 75 300

NECAFE GRM 100 200

PWD.MLK GRM 350 150

AST.JUICE LTR 8 30

PEPSI COLA CAN L.8 0.36

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COFIC HBF CBF CNBF HLC HLD SNX CTL F.FRTS

MIRANDA CAN L.8 8.36

MIN. WATER CAN 6 7

PLST.TEMBL EA 200 800

YISSUE BOX EA 200 800

TOILET ROL EA 5 8

BL. NAPKIN EA 18 12

SWEET BAG 1 8

WT. NAPKIN EA 50 100

TRASH BAG EA 8 10
SICK BAG EA 40 250
TOILT. SOAP EA 6 8

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COFIC HBF CBF CNBF HLC HLD SNX CTL F.FRTS

MIRANDA CAN L.8 8.36

MIN. WATER CAN 6 7
PLST.TEMBL EA 200 800

YISSUE BOX EA 200 800

TOILET ROL EA 5 8

BL. NAPKIN EA 18 12

SWEET BAG 1 8

WT. NAPKIN EA 50 100

TRASH BAG EA 8 10

SICK BAG EA 40 250

TOILT. SOAP EA 6 8

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COFIC HBF CBF CNBF HLC HLD SNX CTL F.FRTS

PIF PAF EA 1/1

AIR FRESH EA 1/1

SILV.MAT EA 10 10
LND. CARDS EA / 250/250
TOIL.COLNG EA 1 2
SPR.CUTLR EA 5 10

Basic service policies

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 A FLT. may be catered for more than one sector.

 Do not use the supplies for other sectors.
 Keep unused items separate from used one.
 Tea , coffee , soft drinks , will be offered on all FLTS.& will be
served in a plastic paper cups & on SNX. tray. Accompanied with
spoon – cream- sugar- lemon slices.
 Ask PAX. to place cup on tray. Hold tray away from PAX. While
pouring tea or coffee.
 After completing first round, clear empties using large tray.

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COMPETITION IS BASED ON SERVICE

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CONTINENTAL BREAKFAST

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Rules of F/C service

 Drinks will be served according to he following:
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 Welcome drinks ………. Small glass.

 Water & soft drinks …… large glass.
 Food & beverages will be served according to the following:
 horsd”oeuvre ………. Side plate.
 Bread, cheese ………. Side plate.
 Desert ………. Side plate.
 Main course ……. Large plate.
 Coffee & tea …….. China cup & saucer.
 F/C service always on trolley, unless otherwise specific.
 The company sign(logo) always faces PAX.
 Glass or plate should not be hold in while serving.
 The measure for a full glass is the sign of the com.
 Preset trolley before fitting the trays. Do not keep your PAX. waiting.
 For dish out always use two hands.
 Dividing food evenly among your PAX.
 Use fork pointing out food, never point with your finger.
 Dirty plated should be collected before passing
on the next trolley.
 Coffee request should never be refused, it does not
take a long to make.
 Milk is served first when tea is request.
 Soup is served individually. Not on trolley.

HORS”OEUVRES

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 The conventional classification of hors”doeuvres is hot or

cold. The cold is sup-divided as de-lux and the simple. To
simplify matters, we list the de- lux as starters & the simple
as salads, both supplemented with the varieties & savory
fare.

STARTER

 Avocado pear:

Exotic , sup – tropical sharp fruit with a shiny green skin. The pulp should be
soft buttery. Unripe it is woody & tasteless. one avocado cut half, with the
large canter seed removed, goes to portion. the avocado has a nutty, flavor,
but is included being bland, so it is served or combined with other food of
savory or sweet flavor, dressing include fresh lemon, cream, eggs ,
mayonnaise, thousand island, sweet , tomato. The avocado is presented on a
bed of lettuce leaves garnished with a lemon wedge & tomato quarters to
make it look colorful.

The tray contains:

 Tarter.
 Thousand island.
 Mustard.
 Ketchup.
( all to be served to the PAX. on a silver tray).
 Basic food service policies

Cocktail accompaniment:

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 Nuts & hot/cold canapés are provided in F/C . Served on a

side plate with each cocktail / beverages
 choice of salad dressing of offering in F/C:
Empty salad dressing into soup bowls. Offer the PAX. a choice
& pour into salad.

F/C trolley steps

• F/C trolley must be secured every take off & landing & in case of severe
turbulence.
• Assemble trolley immediately after take off.
• Position trolley 1 in F/C.
• Arrange covers on shelf trolley.
Set up the trolley as (applicable).
• Put hot meals on trolley just before service.
• Replenish trolley items from the trolley.
• Return trolley items as needed.
• Clear and reset for next service.
• On completion of service secure trolley & galley.
• Pre-departure towels offered in F/C prior take off.
• Offer cold towel during summer.
• Offer hot towel during winter.
• Offer hot towel before the meal service when PAX. waken up for
breakfast.

To prepare towels

• Dampen lightly with hot water or cold water.

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• Place on service tray with cologne bottle.

• Ask PAX. if they require cologne with the towel
• Offer towels by using tongs.
• Collect towels using service tray.
• If refrigerator space is available chill cold towels before serving,
do not place towels in oven

Use of oven on ground

• If the flight time is less than 1:45 mints. Heating meals can be on
ground with PIC approval.
• Only for MAX. 20 mints. Before departure.
• Cabin crew in this case had to monitor the ovens.
• Adjust oven temp. according to kind of meal.
• Ovens must be switched off regardless meals heated or not.

ovens

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Heating Time Temperature

Fish/Meat/Poultry 30Mints. 350 F
Vegetarian 25Mints 350F
Eggs (Omelet) 20Mints 250F
Mixed Frill 25Mints 300F
Carving Joint 35Mints 350F

Food Contamination
 If F/A suspect the food items may be contaminated , or poisoning are
notified, he/she must:

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 Report to PIC.
 Do not serve the food .
 Food or suspected item must kept in a plastic bag (dry/wet ice , or
refrigerator) catering supervisor for analysis.
 PAX. name & address.

Shortage of meals!!!
 If there is a shortage of meals the extra PAX. will
accepted ,& informed by the station manager about
the shortage of meals before boarding.
 The FAIC. Will be informed about through
information sheet.
 The FA they have to check available meals onboard.
Do not serve non revenue PAX. beginning from the
lowest classification, or S/B PAX.
 Waite ,, may be any PAX. don’t like to eat.
 If you have extra F/C meals give it to last seat PAX.
 Ask if F/A or SNY. Crew – if on board - accept to offer their
meals.
 Politely apologized to Un- served PAX.
 FAIC. Must report the incident.

More PAX with no meals

Special Meals
 Salt-free meals. Identical to regular meals but cocked with
very little or no salt added.

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 Vegetarian meals. No fish or meat product.

 Children meals ( smile meals).
 Diet meals.
 Note:
Special meals ordered through company reservation, and served by seat
number.
 PAX. Complains
 Listen to PAX. carefully, to know
exactly about what he complain,
you have to respect his opinion,
don’t argue with him, maybe he
saw what you didn’t see & his
opinion is good to change.

 PAX. Opinions
 Remember we need his evaluation,
if possible ask him to write what he
think its good to do.

 COCKPIT CREW MEALS

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 The PIC or F/O not to be served in the same time & the same type of
meals, same oven.
 If they choice to eat same type not less than 45 mints. Must passed
before second pilot can eat.
 Cockpit served on tray.
 No glasses served on cockpit.
 Tea or coffee , juices ¾ of cup MAX.
 To PIC. by left hand to his right hand behind his backward , not
passing instruments.
 To F/O by right hand to his left hand behind his backward, not passing
instruments.
 Small trash back can tie beside F/O seat, all the time change it.

 Food & beverage handling

 No food other than provided by the company catering to be served to
PAX. Or crew.
 Whenever possible f/c PAX. To be served any time they desire .
 F/c meal cannot be served to f/c PAX. If he seated in the y/c
 Offer to serve CHIX. Unless required by parents not to do so.
 Sleeping PAX. Must be wakened up for meal only , not for beverage.
 Facing PAX. while serving them.
 Window PAX. first. Lady first.

 Contents of the meals

 F/A should have to know the contents of the meals, even the trade
mark, if possible (cheese, jam, butter…..etc)

 Decoration & garnishing

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• Serving meals or fruit with garnishing gives

a good impression of interest
• This can be in deferent Ways , by green
salad, or by Fruit, or by plastic Templers.

 Good service

• A plenty of food doesn't mean good service,

a reasonable quantity, with good quality, in
nice presentation , with a true smile, always
required.

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THE DIFOS

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THE DIFOS

 F/Ps. Are required to check the current (DIFOS). & to read it, & to inform
other F/As.(briefing).

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Part one:
EMERGENCY EQUIPMENTS
Introductions
Emergency is an expected situation of hazard, risk or danger which needs
quick reaction to minimize bad results as low as possible .
In emergency we need to use proper equipments as quickly as possible in a
right way and right time.
Emergency equipments is specific equipments used according to emergency
situations to save life.
There are two types of emergency equipments:
o Portable emergency equipments
o Fixed emergency equipment’s

EMERGENCY EQUIPMENT CHECK

Cockpit
The cockpit emergency equipment check will be performed by the flight crew
during the preliminary cockpit preparation.
Cabin
The cabin emergency equipment check will be performed by the cabin crew
according to checklist - The emergency equipment will be checked for
location, quantity availability, function, and secure stowage as well as the due
date (certain items).
Wrongly stowed equipment will be returned to its proper stowage place.
A fire extinguisher, flame extinguisher, or simply an extinguisher, is an active
fire protection device used to extinguish or control small fires, often in
emergency situations. It is not intended for use on an out-of-control fire, such
as one which has reached the ceiling, endangers the user (i.e., no escape
route, smoke, explosion hazard, etc.), or otherwise requires the expertise of a
fire department. Typically, a fire extinguisher consists of a hand-held
cylindrical pressure vessel containing an agent which can be discharged to
extinguish a fire.
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PORTABLE BCF FIRE EXTINGUISHER:

(Bromo Chloro di Fluoro methane)
The BCF fire extinguisher may be used on all types of fires but it is most
effective on electrical, fuel, oil, grease, etc.
BCF extinguishes the fire by chemically preventing the oxygen in the air from
being used by the fire.

Description :
• Red color with inspection serviceability tag,
manufacturing placard.
• The upper part consists of the lever, handle
safety pin , and the nozzle.
• Pressure gauge between the calendar and
the upper part.

PRE-FLIGHT CHECK:
 The safety pin is between the lever and the handle, and
secured with a wire and lead seal or by a plastic strip.
 The pressure gauge needle is in the green zone.
It is properly secured in its correct location and in a good
condition.
 Serviceability tag is valid for 6 months it is full weight
OPERATION:
 Pull the safety pin out breaking the seal .
 Hold the extinguisher upright.
Stand approximately 4 to 6 feet away from the fire.
 Aim the nozzle at the base of the fire.
Squeeze the lever and handle together to discharge.
 Use a continuous side to side motion to build a cloud at the
base of the fire.
 Duration : 7 to 11 seconds

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Precautions:
• Avoid inhaling toxic fumes and smoke
• Stand 4-6 feet away from the fire
• If it is not possible, stand to a side.
TOTAL BCF FIRE EXTINGUISHER:
The BCF fire extinguishers provided on Airbus aircrafts have design features
that are different to the BCF fire extinguishers provided on other aircrafts:
- The pressure gauge needle (at the bottom of the bottle) is in the green
zone.
OPERATION:
Release the safety catch up, following the arrow.
And press trigger and lever together.

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WATER (H2O) FIRE EXTINGUISHER:

The H2O fire extinguisher may be used on burning materials such as paper,
cardboard, fabric, wood or plastics.
It extinguishes the fire by reducing the temperature.
PRE-FLIGHT CHECK:
 The wire and lead seal between the neck and the handle is
not broken.
 The CO2 cartridge is present inside the handle.
 It is properly secured in its correct location
 serviceability tag is valid

Description :
• Lower part is gray calendar contains water with
anti-freeze substance to ensure the water stays in
its liquid state .
• Inspection serviceability tag , manufacturing
placard on the lower part
• The upper part consists of the lever ,neck and the
nozzle

OPERATION:
 Rotate the handle as far as possible, in the
Direction of the arrow (to the right,
clockwise),to
 Pressurize the liquid with CO2.
 Hold the extinguisher upright.
 Stand as close to the fire as is safely possible.
 Aim the nozzle at the base of the fire.
 Press the lever to discharge.
 Duration : 20 to 30 seconds

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PRECAUTIONS:
 Do not use on electrical, fuel, oil or grease fires.
 Do not use on incubators.
 When fighting a paper fire, avoid scattering smoldering
paper. Direct the initial jet stream of water to the side,
floor or wall to reduce its force, and then move it towards
the base of the fire.
 Do not drink the water, it contains antifreeze chemical
which is toxic.
 If the liquid comes in contact with skin or eyes, wash the
affected part with normal water.

AUTOMATIC FIRE EXTINGUISHER

Each A/C toilet is fitted with automatic fire extinguisher which will be
activated when temperature exceeds 70 degrees Celsius.

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Preflight check for it is different from type to type.

• In A 300, it will be activated at 77 degrees Celsius and the grey disk will
be black .
• In A 320 , it will be activated at 79 degrees Celsius and you must check
each lavatory , before each flight that the gauge needle is in the green
zone.
• In F 50 , black nozzles of fire extinguisher will be gray at 73 degrees
Celsius .
• Protective Gloves
• One pair of protective firefighting gloves is provided in the flight deck for
use on board by a crew member to grasp superheated metal or burning
parts

Note: can be used to handle wire and handling dangerous goods

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Smoke Goggles:

 There smoke goggles in the Cockpit.

 Used during heavy smoke

PROTECTIVE BREATHING EQUIPMENT (PBE)

The PBE protects the user from the effects of smoke and fumes while
searching for and fighting fires. The PBE is for crew use only.
The PBE is made of flame proof material and has a thin, elastic neck seal.
There is speaking diaphragm on the front to improve communications when
using the radio or interphone.
There are two chemical units at the back of the hood. A small, pin activated
starter candle produces oxygen for about ten seconds, to inflate the hood
with oxygen, as well as clear it of any smoke that may enter while donning.
The main chemical unit converts water vapor and C02from exhaled breath
into oxygen. An internal mask covers the nose and mouth to direct the
exhaled air through the chemical unit.
Description :
o a hood with hard plastic cover.
o Oxygen generator with strap and pin.
o Mouth and nose cup with opening to communication.
o rubber neck

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PRE-FLIGHT CHECK:
- The red handle on the clear plastic cover is in good condition.
- Visually check that the aluminized, plastic bag is vacuum sealed.
Note: Once the vacuum seal is lost, air will enter the bag and the PBE will
start producing oxygen. The life of the PBE is now seven days. An entry
must be made in the cabin log book and the unit replaced within seven
days.
- Both wire and lead seals, securing the cover to the container, are not
broken.
- It is properly secured in its correct location

PBE (SCOTT)

 The PBE (SCOTT) is stowed in a green box. The box consists of the housing
with a handle, a latch, a viewing window and a placard with instructions
for donning.
 The PBE itself is stowed in a transparent vacuum sealed bag to prevent a
premature oxygen production from contact with ambient humidity.
 The vacuum causes the transparent bag to be very tight around the smoke
hood, otherwise the vacuum is not intact and the smoke hood may not be
used. Inside the transparent vacuum sealed bag is a humidity indicator,
which can be seen through the viewing window in the housing.
 The humidity indicator must to be blue. A pink humidity indicator shows
that humidity has entered the vacuum sealed bag in this case the smoke
hood must be replaced.

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PBE (PURITAN Bennett))

The PBE (PURITAN BENNETT) is stowed in a fixed stowage box with a
transparent cover. The PBE itself is stowed in a vacuum sealed bag to prevent
a premature oxygen production from contact with ambient humidity. The
vacuum causes the vacuum sealed bag to be very tight around the smoke
hood, otherwise the vacuum is not intact and the smoke hood must be
replaced.

Operation :
1. Pull the red handle hard to remove the clear
2. Pull the PBE of the bag and shake Plastic cover. Tear off the
red tag to open the and shake to unfold the hood Vacuum
sealed bag.

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3. With the visor facing down, place BOTH HANDS ON the neck seal palms
facing each other
4. Bend over and guide the neck seal over the head. Check that no hair or
clothing trapped in the neck seal

5. Grasp the two straps and pull forward sharply to activate the starter candle.
After a short delay there will be a rushing noise and hood will inflate with O2

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6- While still bending forward position the internal mask high on the nose and
pull back on the straps for a tight fit
7. If wearing glasses, adjust them from outside the hood. Do not attempt to
do This through the neck seal.
8- Fold down the rear neck shield.

REMOVING THE PBE:

 When no more oxygen is being produced, the hood will
gradually deflate, and there will be a rapid increase in
temperature and fogging inside.
 Move as far away as possible from smoke and fumes.
Push both clips forward to loosen the straps, (figure 1).
 Put both hands under the front of the neck seal and lift the
hood off the head, (figure 2)
 Shake the head and run fingers through the hair to remove
any trapped oxygen.
 Put the PBE in a safe place, away from fire and water.

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DURATION:
Depends on the size and activity of the user. Minimum 15 minutes.
ABNORMAL CONDITIONS:
FAILURE OF STARTER CANDLE:
If the starter candle fails to activate, give an additional, sharp pull forward on
the straps. If it still fails, the unit will still produce oxygen as the wearer
begins to breathe. However, it may be necessary to open the neck seal and
take one large breath.
INTERNAL MASK NOT WELL SEALED: This may cause difficulty in breathing,
fogging on the visor and a feeling of air around the nose and eyes.
Readjustment of the mask and straps is required
DISPOSAL:
At completion of the flight, the PBE must be handed over to maintenance for
an authorized disposal.

PORTABLE OXYGEN:
Portable oxygen is provided to administer first aid oxygen to a passenger or
crew member, in case of illness during flight.
GENERAL PRECAUTIONS WHILE ADMINISTERING FIRST AID OXYGEN:
- Check the person is breathing.
- Loosen tight clothing.
- Do not permit smoking within 3 meters (10 feet) of where oxygen is being
used.
- Check oxygen is flowing before putting the mask on the person.
- If the person is a neck breather, place the mask over the hole in the neck.
- For infants, hold the mask about 1 inch from the nose and mouth

Description:
The unit consists of 310 liters/200 liters in F50 pressurized to 1850 PSI (pound
per square inch ), the unit is composed of three parts :

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(1) The neck :

• Pressure gauge
• On –off valve
• Two constant flow outlets :
• Hi outlet valve
• Low outlet valve
• Over pressure relief valve
(2) The body:
• Carrying strap
• Operation instruction placard
• Inspection serviceability tag
(3) The mask:
• Bayonet fitting with tube attached to mouth & nose mask
• Oxygen flow indicator
• Re-breather bag
• Mouth & nose mask
• Elastic band

PRE-FLIGHT CHECK:

 The pressure gauge is to read at least

1500 PSI The strap is in good condition.
 serviceability tag is valid .
 2 related disposable mask should be
sealed in a pouch next to the bottle .
 operative quick release latch
 It is properly secured in its correct
location.

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OPERATION:
Attach Mask :Insert the bayonet fitting in the required outlet,Press inwards
and twist a quarter turn in either direction.
'Hi' flow outlet: is for adults
'LO' flow outlet : for children and infants. Both outlets can be used at the
same time.
Turn Oxygen 'ON' : Follow the direction of the arrow on the on/off valve (to
the left).
Check Flow : Pinch the neck of the re-breather bag, the bag will Inflate to
indicate oxygen is flowing.( Ox flow indicator change to green collar ).
Put Mask On : Place the mask over the nose and mouth and tighten the
elastic band around the head.
Secure Bottle : To the seat or seat leg.
Check : The person and the contents of the bottle at regular intervals.

RATE AND FLOW DURATION:

'HI' flow outlet :4 litres per minute/approximately 77 minutes /50 minutes in
F 50
'LO' flow outlet: 2 litres per minute / approximately 155 minutes/ 100
minutes in F50

PRECAUTIONS:
The bottle is heavy and has oxygen under high pressure. When carrying the
bottle, place carrying strap over neck and one shoulder.
When the pressure in the bottle drops to 500 p.s.i., change the bottle; if
possible. If not possible, continue using till empty, if required.

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Manual Release Tool (MRT)

The MRT is used for opening the door of the PSU (Passenger service unit)
containing oxygen masks in the event of failure in the electrical/ automatic
operation following rapid decompression. The pin on one side of the tool is
inserted in the access hole on the PSU door to open it manually.
Pre-Flight Check:
Correct stowage and quantity.

Automated External Defibrillator (AED)

One (01) AED is available on every aircraft in a secure location. The exact
location of the kit may be found on the Emergency Equipment Location
Diagram located under Aircraft Specific Information for each A/C type.
The AED is a NO GO item.
Pre-Flight Check:
 IFS is responsible for the pre-flight check of AED.
 IFS must ensure that AED is available onboard in the
designated compartment and physically check the AED.
 Readiness display will read OK when the automated self-test
completes successfully. If the self- test detects that the
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battery needs immediate replacement, the OK indicator

disappears and a service and/ or battery indicator appears.
Handling Procedure
If AED is required during the flight, an entry must be made in ACL (aircraft
cabin log) and line maintenance shall replace the used electrodes.
Further instruction on AED use may be found in chapter 05.

Megaphone:
The Megaphone is used when the PA system is not working or during and
after emergency evacuations to give instructions to the passengers.
PRE-FLIGHT CHECK:
It is properly secured in its correct location.
OPERATION:
If volume control is available set it to the one o'clock position.
Squeeze trigger and speak into the mouthpiece.
- Speak quietly , do not shout
- - keep it near mouth from 2-3 inches

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Crash Axe
Can resist from 24000-28000 volts
It is used to get to hidden fires or as a cutting tool.
It can be used outside the A/c after evacuation
(Cutting- Digging- Fitting)
OPERATION:
 To remove panels, insert the pointed end In
between the panels and lever them out.
 Use cutting edge to cut seat belts and where
 A sharp edge is required.
PRECAUTION:
- Ensure hands are placed on the insulated part
of the handle to avoid getting an electrical shock.

EMERGENCY FLASHLIGHT:
The emergency flashlight is provided for use in an emergency only.
PRE-FLIGHT CHECK:
A small red light flashing at intervals of no more than 10 seconds.
It is properly secured in its correct location.
OPERATION:
 Remove from brackets ,the light will come on
 Release loop from under the flash light and
slip over wrist to secure.
Precautions:
 There is on-off switch .
 The flash light switched off by replacing it into
the brackets

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Portable radio transmitter

Purpose:
To transmit signal for rescue searching team , passing A/C or ship, within the
transmission range reserving stations whether they are civil ,military or
satellite frequencies .
Description:
• It is a full automatic device.
• Transmit to all directions up to 200 nautical miles on three frequencies
as the same time :
• Civil 121.5 Military : 243 satellite 406
• Spring erected antenna held in a stowed beacon body with a water
soluble tape , when immersed in water after 30 seconds , the tape
dissolved releasing the antenna
• Liquid plastic bag attached to beacon body .
• A 60 feet ( 18 m) mooring line is attached to transmitter wrapped
around the body
• Water activated battery
• The beacon body has two holes in the middle to allow liquid to reach
the water activated battery . When immersed in salty water , it will
activate immediately , while in fresh water or other fluids
• ( never use A/C or petroleum base liquid) it takes 10-15 min to start
activating.

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PRE-FLIGHT CHECK:
The antenna is secured by a clip, which is secured by a water soluble tape.
Plastic bag is under the mooring line.
It is properly secured in its location.
OPERATION:
ON WATER
 Secure beacon to yourself, before evacuating the aircraft.
 After boarding the raft, tie the beacon to the upwind side of the raft.
 Place beacon in the water.
Beacon will operate automatically.
ON LAND
 Take beacon with you when evacuating the aircraft.
Remove antenna from under the clip and allow it to erect.
 Unroll the mooring line and remove the plastic bag.
Insert the lower end of the beacon into the plastic bag.
 Fill the bag with 1 liter of any water based liquid. Contents of
the water fire extinguisher or urine can be used. For 406, mix
one pouch of salt in the plastic bag with 1 liter of water.
 Replace water and salt approximately between 12 to 24
hours to maintain full power output
Note: Salt pouch will be found with the plastic bag under the mooring line.
Tie the mouth of the bag with the mooring line and shake well, to wet the
battery evenly.
 Secure beacon upright on high ground, clear of any obstruction such as
trees.
Shake beacon approximately every hour to keep battery power alive.
 There is no indication that the beacon is working.
PRECAUTIONS:
o The antenna is spring loaded.
o When erecting the antenna, keep it away from yourself and others.
DURATION:
o Approximately 48 hours.

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TO STOP TRANSMISSION:
o Transmission should be stopped only if it is interfering
with radio communications or when already rescued.
o Remove rescue beacon from water or plastic bag and
lay it in a horizontal position. For 406, remove from
water or plastic bag and invert the rescue beacon (place
it upside down

RESCUE BEACON (Raft Mounted RLB-9 Series)

This type of rescue beacon is fitted on the buoyancy chambers of some
slide/rafts.
It transmits signals on international and military distress frequencies.
OPERATION: ON WATER:
Automatically, on separation of the raft when the lower antenna is
submerged in water.
ON LAND:
Pull any one of the Manual Activator Pull Tabs located at the base of each
antenna.
A red light flashes at the base of each antenna

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LIFE VEST:
Life vests, individually packed in sealed plastic bags, are provided for all crew
members and passengers, for extended over water operations. All vests are
the same size.
Life vests have two separate buoyancy chambers. These buoyancy chambers
are one on top of the other. Thus, even with only one chamber inflated, even
buoyancy is maintained. Each chamber is inflated independently, by a CO2
cartridge.
Each life vest has a locator light powered by a water activated battery

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Purpose:
 flotation device
 Signaling.
 keep head & chest warm, 70% of body temperature is in the
head , neck and chest
Operation
1. Pull tab to tear open the bag. Remove the vest and unfold.
2. Slip the head through the opening in the waist.

3. ADULT Bring the free end of the strap around the waist

4- CHILD: Run free end of strap under arm back collar, then down between
the legs
5- Insert strap fitting into the buckle in the front.
6-Pull on the free strap to tighten around the waist.

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1-Wrap the infant in the blanket .

Ensure head protected against
hypothermia

2- place infant face up on the life vest

3-Bring center piece, with strap up

between the legs.

4- Pass the loose end of the strap

between over
one leg under the hips

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5-Bring the loose end of the strap over

other leg and pass it under
The buckle end .Extended over chest
to one shoulder

6- Thread strap between the buoyancy

chambers behind the neck. Pull
through
To the front over other shoulder

7- Insert snap fitting into buckle.

Pull on end strap to tighten

8- inflate one chamber immediately

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Note :
Adults should inflate their life vests just before leaving the aircraft.
Children and infants: After donning, immediately inflate one chamber
To activate the water battery light ( for use at night ) ; pull on cord attached to the
battery at the lower front of the vest.
Do not take the vest off until you have been rescued and you are on solid ground
FLOTATION SEAT CUSHION:
On B-737 aircraft, the passengers may use after their seat cushion as flotation devices.

LIFE RAFT:
To meet the requirements of extended over water operation on narrow body aircraft and
high density configurations on wide body aircraft, life rafts are provided in the cabin.
These rafts must be carried to an exit and launched manually.

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OPERATION:
 Wait until the aircraft comes to rest on the water.
 Open the door or exit suitable for launching the raft.
 Unbuckle the retaining straps.
 Carry the raft with the help of the carrying straps provided.
 Remove the mooring line from under the red flap.
 Attach the mooring line to any fixture in the aircraft.
 Throw the raft in the water.
Note: When using an over wing exit, the raft should be launched over the trailing
edge of the wing. For A-300 aircraft, launch raft over the leading edge of the wing.
 Jerk hard on the mooring line until the raft inflates. This may have to
be done more than once.
 To disconnect the mooring line from the aircraft, cut it with the knife
provided. If the mooring line is not disconnected, it will automatically
break by the force of the sinking aircraft.

PRECAUTIONS:
While carrying the raft to the exit, extreme care must be taken to ensure that the red flap
which covers the mooring line is not touched. Otherwise there is a danger of the raft
inflating inside the aircraft.

Inflation pump

OPERATION:
- Insert the screw end of the pump into
The raft inflation valve and turn it in the OPEN
direction.
- This will secure the pump and open the valve.
- Remove the pump by turning it in the
CLOSE direction
Caution: Always ensure the valve is closed finger
tight.

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Canopy:
Canopy is a phosphoric orange color tent to cover all the slide/raft has two windows on
both end and an opening in the middle where you can drain water . Along the rods , you
have three areas to place them : fwd, mid & aft with a thread attached to it, the bottom
of the rods is a rubber base has two holes , when you place each rod on its place you
insert the thread into the holes tying them as a shoe lace , then spread the canopy .

CANOPY Purpose :
1. to protect occupants against weather elements .
2. To collect rain water.
3. Its color works as signaling aid .
4. change the raft direction

42 person life raft:

Attach inflatable center mast of canopy to the floor support and assign a passenger
to inflate it.
46 person life raft:
- Attach the center mast to the clip provided in the center of the raft and extend it.
- Attach canopy support poles in the sockets provided.
- Align the canopy window with the boarding station.
- Beginning at the upwind side, secure the canopy to the support poles

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1. LIFE RAFTS CAN BE OVERLOADED BY 25%.

LIFE RAFT 46 PEOPLE

LIFE RAFTS CAN BE OVERLOADED BY 50%.

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The slide raft in wide bodied A/C

SLIDE/RAFT SEPARATION FROM AIRCRAFT

a) To separate the slide/raft from the girt assembly, lift the Velcro flap and pull the
separation handle.
Caution: The slide/raft must be manually separated from the girt assembly or the raft
will sink along with the aircraft.

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Single lane slide is used as flotation device not as a raft

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Slide raft component :

Survival kit :
After life raft separation you have to collect survival kit which includes three categories of
equipments :
• Signaling equipments
• Maintenance equipments
• Survival equipments
• Signaling equipments includes :
• Day and night flares
• Sea dye marker
• Mirror
• Flash light
• Whistle

Day & night FLARES

The flare is a dual signaling device, which is used when rescuers are seen or heard, to
help them locate your position.
The day end gives out bright orange smoke and its range 8-10 miles
The night end gives out bright red flame and its range 10-12 miles
Note : when either side is used, it has to be cooled off by immersing it in water
Bear in mind wind direction to avoid harming the raft or passengers .

Day flares recognized by :

• It is written day use only
• The plastic cover for day flares is orange .
• Once the cover removed there is a thread only
Night flares recognized by :
• It is written for night use only.
• The plastic cover is red.
• The plastic cover has three protrusions to be easy touched by fingers .
• Once the cover removed there is a thread with a ring

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OPERATION:
Remove cap from the end to be ignited.
Pull ring out and push it down against the
rim to break the seal.
Pull the ring out sharply to ignite the flare.
Hold flare downwind, at arm's length, at a
45 degree angle to the body, to avoid burns
or raft damage by the hot Drippings
Each end will burn for 20
seconds

PRECAUTIONS:
o If smoke end starts to give flame, dip it momentarily in water or sand.
Sometimes the flare may fail to ignite. If nothing happens when the ring is pulled,
do not turn the flare to look at it, as it could flare up in your face.
o When operating flare from a raft, lean as far out of the raft as is safely possible, to
ensure that the hot drippings do not damage the raft.
Whistle
The acoustic range of the whistle is considerably greater than the range of the human
voice. The whistle should be used for sending SOS signals
Flashlight
The flashlight is also used for sending emergency signals:
Moving lights in big circles, or
o SOS = 3 short. 3 long. 3 short flashes (... ) keep repeating
o To use :
- fill the flash light with sea water
- when light reaches full bright , dispense excess water
- when light dims, repeat step 1 & 2
There an an extra bulb

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Signaling mirror

Operation:

1. Reflect sunlight from mirror onto a nearby surface (e.g. raft , hand )
2. Slowly bring sighting mirror up to eye level and look through sighting
hole . you will see a bright light spot , this is the aim indicator.
3. Hold mirror close to the eye and slowly turn and manipulate it so that
the bright light spot is on the target.
4. Even through no aircraft or ships are in sight . continue sweeping the
horizon for mirror flashes may be seen for many miles .even in hazy
weather.

Sea Dye Marker

It is used to dye a large area of sea water around rafts. The water is colored in phosphoric
green. The marling remains visible for several hours.
Operation:
As soon as an aircraft is sighted, tip bag open and throw it into water. You can attach it to
the sea anchor
NOTE: The sea dye is fluorescent. therefore it can also be used at night. It can be seen
by search aircraft and ships using search lights.
It is visible up to 10 miles from search attitude .

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Maintenance equipment’s :
• Pump : it is used to maintain proper slide raft inflation .
• Repair clamps : used to repair small tears or punctures in the raft .
• Sponge : to keep slide raft dry
• Bailing bucket : to keep raft dry and to collect rain water.
• Pliers and cord line
REPAIR PLUGS
Repair plugs are used to repair holes in
the raft.
OPERATION:
Separate the two metal plates.
Insert plate with rubber seal through
the hole.
Fit the other metal plate over the hole.

Survival equipment’s:
• First aid kit
• Magnifying Glass
• Bottle of water: to be distributed carefully and equally
• Rations candy : chewing vitamins provide energy to be distributed equally .
• Fishing kit : be careful not to harm slide raft .
• Desalting kit : consists of 8 chemical briquette and one pint plastic bag.

To use it : put one briquette into the plastic bag, pour sea water and start massaging for
about 20 minutes until briquette melted . The water will be drinkable but the color of it is
still dark.
Plastic bag : To collect rain water through the opening in the canopy .
Compass : Used to find locations and directions
Holy Quran and Bible

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FIRST AID KIT

The First Aid Kit is provided to administer basic first aid to crew members or passengers,
when required.
PRE-FLIGHT CHECK:
At least one of the latches must be sealed with a wire, And lead or plastic seal.
It is properly secured in its correct location.

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Part two
Emergency Procedures
 Pilot in command responsibilities
 Fire fighting
 Decompression
 Incapacitation
 Hijacking
 Bomb threat
 Turbulence
 Birth onboard
 Death onboard
 Injuries and illness
 Evacuation
 Survival

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Pilot in command (PIC) responsibilities

Before the crew leaves the briefing room, the Flight Attendant in Charge (FAIC) must
exert reasonable effort to locate the cockpit crew and ask for a pre-flight briefing. If
the PIC is not available in the dispatch/briefing room, OR in the event of a crew
change, the FAIC will report to him as soon as he arrives on board.
It is the responsibility of all flight attendants to make a reasonable effort to meet the
cockpit crew before the flight, so that they will be able to identify them in case of an
emergency.
A crewmember is defined as - A person assigned to perform duty in an aircraft during
flight time.
The Captain as Pilot in Command (PIC) is in charge of the aircraft at all times and is
responsible for the safety of the passengers, crew members, cargo and the aircraft. He
has full control and authority over operation of the aircraft and the conduct of all crew
members under his command.
All the crew members are under the direct supervision of the PIC and are directly
responsible to him for the performance of their duties pertaining to that flight, from
the reporting time of the flight to the time of termination and return to base. Flight
Attendants must adhere to their specific duties and responsibilities outlined in the CB.
Safety and crew coordination can only be achieved when each one individually
performs the duties and functions for which he is responsible.

CHAIN OF COMMAND
o Pilot in Command (PIC)
o First Officer
o Flight Engineer
o Flight Attendant In Charge (FAIC)
REPORTING TO THE PIC
All crew members must operate as a team, whose primary concern is the safety of the
aircraft. They are to advise the PIC without delay whenever an action or situation might
be occurring, which, in their judgment could affect safety.
CHAIN OF COMMAND
o Pilot in Command (PIC)
o First Officer
o Flight Engineer if applicable
o Flight Attendant In Charge (FAIC) always flight purser
o C/As according to their ranks or seniority
o SNY crew
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Note: relief type rated Capt of the same fleet can be a PIC if the operating PIC
incapacitated .
STERILE COCKPIT
The purpose of the Sterile Cockpit policy is to prevent distraction of the flight deck crew
during the high workload periods. Flight attendants are therefore required to observe the
following:
o During the critical phases of the flight (taxi, take-off and landing) the FASTEN SEAT
BELT signs will be illuminated as a signal to the flight attendants not to knock,
enter, or call the cockpit except in an emergency.
o Do not interrupt the reading of a check list on the flight deck.
o Flight attendant time on the flight deck will be kept to a minimum.
o During the three minutes after brake release for take-off and eight minutes before
touch down, flight attendants are prohibited from using the interphone for any
purpose except in a clearly identified emergency situation that requires the
immediate notification of the PIC.

ADMISSION TO THE FLIGHT DECK

The following persons are allowed to enter the flight deck:
o Assigned Crew members.
o Check Airmen, Flight Standards personnel and Performance Engineers on official
duty.
o Inspectors on official duty must be given free access to enter the flight deck.
o Subject to the PIC's discretion, the following people may enter the flight deck:

1. Certified airmen (flight crew, dispatchers and authorized ATC Personnel)

2. A flight mechanic assigned to the flight.
3. A technical representative of the airplane manufacturer or its components, who
is to monitor the equipment or operating procedures, when properly authorized.
4. A passenger requested by the PIC for consultation or assistance provided the
passenger has a seat in the passenger cabin.
Note: No person may be allowed in the cockpit if their presence may disturb the
normal duties of the operating crew.

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Fire fighting
 Triangle of fire:
 Combustible materials
 O2
 Ignition/ heat
 Fire breeds on three elements
 Removing one of the elements will
break the fire triangle and put out the
fire .

Classification of fire
 Fire is classified according to the combustible materials.
 Class A : Ordinary materials Fabric ,wood, papers
 Class B : Flammable liquid (grease, oil …)
 Class C : Electrical
 Class D : Metal (titanium and magnesium )
Extinguishing methods
 1/ Cooling - By means of water. The water absorbs heat from the burning mass and
the fire dies away (coffee, tea, juice soft drinks.
 2/ Smothering - By sufficiently reducing the oxygen contents of the air in the
immediate vicinity of the burning material, thus causing combustion to cease
(blanket, coat, curtain,
 3/ Starving - By removing the fuel from the vicinity of the fire or by removing the
fire from the vicinity of combustible material.
Fire Fighting Techniques
 a) Primary - The cabin crew who first notices / discovers the fire, fights the fire and
calls for Back-Up.
 B) Secondary- Brings extra fire extinguisher and additional fire fighting equipments
/takes over the duties of the Fire Fighter if necessary
 C) Communicator immediately informs flight deck. He must be careful to use the
word BCF” instead of FIRE.’
 D) Other Back up cabin crew have to do crowd control and move passengers away
from the area.
 E) Put on additional clothing to minimize bare skin exposed to flames.
 F) remove O2 cylinders from the area

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Cockpit report
 The commander must always be informed (only by intercom ) about the following (
LESA )
 Location of fire: Hat Rack , toilet etc.
 Extend of fire : including color of smoke or flame
 Situation in the cabin: Pax situations , dense of smoke etc. ..
 Actions being taken : how many Fire extinguishers ,PBE used,
Fire fighting
 Try to get as close as possible to the fire. Keep low as the purest air will be nearest
the floor.
 Aim at the base of the fire and direct the nozzle from side to side in a sweeping
motion
 When fighting a fire on a vertical surface such as a galley curtain, start at the
bottom and work upwards.
 after extinguishing a non-electrical fire with a BCF if the area is still hot or is
smoldering, water/non alcoholic liquid can be used to dampen the area.
 When fighting fire behind a closed door i.e. toilet / oven or waste container, use
the door as a shield by opening it sufficiently to provide access for the extinguisher
nozzle. Take care when opening the door as a back draft of flame can occur when
extra oxygen is supplied.
 A one to two seconds discharge from a BCF should be sufficient for a waste
bin/oven fire provided you close the door immediately afterward to limit, oxygen
supply. Wait one minute then check the state of fire by re-opening the door/flap
with the extinguisher ready.
 To prevent re-ignition a crewmember must monitor the fire area until the aircraft
has landed.
Lavatory fire
 Feel the door with the back of your hand
If the lavatory door is cold take BCF, PBE , find the base of fire and fight it :
a) Check in side if it is occupied, request passenger to vacate the toilet
b) Check lavatory for the cigarette / burnt material
c) Check smoke detector not blocked
d) Keep the commander informed

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Hot door lavatory

If the lavatory door is hot
a) Grab nearest BCF and PBE
b) Call for back-up, do not say fire
c) Discharge the BCF completely into the toilet using the door as a shield
d) Close the door
e) Wait for one minute wear smoke hood and obtain another BCF
f) Enter the lavatory and locate the fire source
g) Monitor for re-ignition
Firefighting procedures
OVEN FIRE
1. CLOSE THE OVEN DOOR AND AIR VENT. This will stop oxygen from getting to
the fire.
2. SWITCH OFF THE OVEN POWER.
3. Fight fire using BCF .
4. Inform PIC
ELECTRICAL FIRE
1. Turn the appropriate switch off.
2. Use BCF fire extinguisher .
3. Inform the PIC.
WASTE CONTAINER FIRE
1. Use H2O fire extinguisher.
2. If BCF is used, pour water or any nonflammable liquid to extinguish all
smoldering material.
3. Inform the PIC.
CLOTHING FIRE
1. Smother with a blanket or coat.
2. Remove the affected part ( If possible )
3. use H2O or any nonflammable liquid
Inform the PIC.
SEAT CUSHION FIRE
1. Smother with a blanket or coat.
2. Remove the cushion and place it on the floor.
3. Use H2O fire extinguisher.
4. If BCF is used, pour water or any nonflammable liquid to extinguish all smoldering
material.
5. Inform the PIC.

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If the fire is in seat wires it is class C fire.

FABRIC/CARPET FIRE
1. Smother with a blanket or coat.
2. Use H2O fire extinguisher.
3. If BCF is used, pour water or any nonflammable liquid to extinguish all
smoldering material.
4. Inform the PIC.
OVERHEAD COMPARTMENT FIRE
1. Use BCF fire extinguisher.
2. Use PBE
3. Inform the PIC.
ASHTRAY FIRE
1. Close cover or pour water or any nonflammable liquid.
2. Inform the PIC.
Smoke in the cabin – In flight
- MOVE PASSENGERS AWAY FROM THE SOURCE OF THE SMOKE.
- Double them up, if necessary.
- ADVISE PASSENGERS TO BEND FORWARD AND KEEP HEAD AT
ARMREST LEVEL
- The cleanest air will be found about 18 inches above the floor level.
- DISTRIBUTE WET CLOTHS TO PASSENGERS TO PROTECT NOSE AND
MOUTH.
- Wet cloths will help filter out some of the poisonous gases and carbon
particles.
Caution: The passenger fixed oxygen mask does not protect a person from smoke or
fumes. Therefore, it must not be used in this situation
Smoke in the cabin - on ground
 DEPLANE OR EVACUATE PASSENGERS.
 This might be done without PIC's command.
 If smoke is present, ask passengers to crawl on hands and knees to the exit.
Depressurization
 The air pressure inside the cabin may be lost due to a system failure, bird strike,
structural damage.
 A depressurization may be SLOW or RAPID (explosive).
 Which called decompression
 DECOMPRESSION is a Rabid Loss of Cabin Pressure
 In the cabin, the most important indication of a decompression will be the
dropping down of the fixed oxygen masks.
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 Signs :
 Loud bang
 Drop in cabin temperature
 Mist
 Rush of air
 Loose items move
Depressurization
 Physical symptoms :
 severe pain in ear and stomach
 Feeling cold
 Difficulty in breathing
Depressurization Action
 Grap the nearest mask
 Sit down and fasten seat belt
 After reaching safe altitude walk around with O2 cylinder and report to PIC
 The Time of Useful Consciousness (TUC)
 TUC is very, very limited and varies from person to person. Once muscle control is
lost, due to lack of oxygen, you will be unable to help yourself. Therefore, it is very
important that you put on the nearest dropped down oxygen mask, without delay.
Depressurization
Time for useful consciousness (TUC)

Altitude in feet Depressurization Decompression

Sitting moving Sitting moving

25000 5 min 3 min 2 min 1.5 min

40000 25 sec 12 sec 12 sec 5 sec

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CRACKED WINDOW OR LEAKING DOOR

May be due to defective pressure seals or structural damage.
a) Move passengers away from the area.
b) Warn other F/A's.
c) Inform the PIC.
d) Blankets and pillows may be used to block the leaks.
ENGINE TORCHING (TAIL PIPE FIRE)
Occasionally, an engine or an auxiliary power unit (APU) may exhaust flames and
smoke on starting.
a) Calm and reassure the passengers.
b) Inform the PIC immediately.
INCAPACITATION
 An F/A must be prepared to deal with this emergency at any time, especially during
the critical minutes when stress levels in the cockpit are high.
 TOTAL incapacitation is obvious. However, it usually happens very suddenly.
 SUBTLE incapacitation is more difficult to detect. The person is conscious, but not
functioning normally. Subtle incapacitation may be due to many reasons,
medication, tumors on the brain stem, hypoxia, food" poisoning, etc.
 A flight crew member is considered incapacitated if, in his opinion or the opinion of
the other flight crew members, he is no longer able to perform his duties
competently.
1. Move Arms And Legs Away From The Controls.
2. Slide Seat Fully Aft, Using The Horizontal Lever.
3. Pull The Shoulder Harness Tight - Engage The Inertia Reel Lock If Available
4. Recline The Seat Fully Using The Recline Lever.
5. Administer First Aid As Required
6. Call For A Doctor
Note : if it is necessary to place the FLT crew in the cabin remove patches and stripes .
Passenger misconduct
C/A should be alert to personal behavior of any pax who could threaten the welfare of
any other pax or crew member . The Capt should be advised all the time and before a
significant problem develops.
Any person violating any law or regulation may be removed from the flight .
The following are examples of such violations :
• Apparent intoxication (Alcohol- Drugs except under proper medical care )
• Physical violence

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• Indecent exposure or proposal .

• Theft
• Carrying unauthorized deadly or dangerous weapon , concealed or unconcealed .
• Safety interference or conveying false safety information .

Hijacking
 Hijacking means the illegal seizure of the aircraft by an individual or a group of
individuals.
 The reason for hijacking an aircraft may be:
 To gain publicity and fame( Mentally Unbalanced)
 Blackmail( Criminals)
 Insane 0r (Terrorists)
 To promote a political cause(refugees)
 The following guidelines will be carried out whenever possible. However, it is
understood that the PIC's decisions are based on what is happening at each
moment, and therefore he has full authority to act on his decision alone.
a) Do's
1 - Keep calm and well composed.
2- Delay admittance to the cockpit with tact and diplomacy. If that does not work,
contact the PIC initially on the inter phone.
3 - Make a mental note and if possible, give the PIC a description of the hijacker
and weapons being carried.
4 - Calm the hijacker and reassure him by showing concern and willingness to
cooperate.
5 - Offer fluids and food as often as possible.
6 - Attempt to talk him into abandoning his plans
b) Don'ts
1 - Do not annoy the hijacker by refusing to carry out his orders.
2 - Do not make sudden movements and have whispered conversations.
3 - Do not discuss politics with the hijacker or refer to insanity of his actions.
4- Do not try to disarm the hijacker. 5 - Do not allow passengers to interfere.
On ground during a stopover:
It may be negotiated with the hijacker, to deplane some or all of the passengers
and/or flight attendants. This will normally be a controlled activity, using stairs, Jet
way or mobile lounge. If there is an opportunity to deplane yourself without
significant risk, then do so.

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Note: A crew member, who manages to deplane with the released passengers, can be
of significant help to the ground security personnel or negotiating team, in providing
more information about the status inside the cabin.

On final destination:
1 - Avoid any press interviews.
2 - If an interview is unavoidable:
- Never give any details.
- do not discuss any defense tactics.
- do not glamorize the hijacker.
- do not suggest that the hijacker had an easy time of it.
3 - The FAIC will submit a detailed report of the events including notes of
conversation, witness’s names and addresses, if possible, for further action by the
appropriate authorities.

BOMB THREATS
CLASSIFICATION OF BOMB THREATS
a) Non-specific threat:
A threat, general in nature, which may apply to any airline, aircraft or route sector.
b) Specific threat:
A direct or specific message that contains any of the following:
The airline and a specific flight is given.
The exact date or time is given.
The origination or destination of the flight is given. A telephone message is
received at the airline other than published information or reservation numbers.
c) Bomb on board:
An actual bomb or a suspicious object that cannot be confirmed as an explosive
device should be treated as a "Bomb on Board".
SPECIFIC BOMB THREAT
a) Passengers will be deplaned using stairs, mobile lounges, etc., if available.
b) If an unscheduled landing is made and the stairs are not available, the PIC will
decide on how many and which slides are to be used to evacuate the passengers.
The evacuation alarm will not normally be used to initiate evacuation of the
passengers, under these circumstances.
c) It is advisable to make a PA announcement informing passengers that, due to
a technical problem, it will be necessary to leave the aircraft using the evacuation
slides.
d) When evacuating passengers under these conditions, ensure that:
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1- Only those slides, as directed by the PIC, are deployed.

2- Other flight attendants guard their doors and direct the passengers to the
open doors.
3- Deadheading crew members leave the aircraft first, to assist passengers at the
bottom of the slides.
4- High heeled shoes are removed and all hand baggage is left behind.
5- An orderly flow of passengers is maintained.
6- Passengers sit and slide and NOT jump.
ACTUAL BOMB ON BOARD
If an actual bomb or a suspicious object is found on board:
a) Do not disconnect or cut any electrical wires.
b) Do not remove any string, tape, etc. that is under tension holding the device
together.
c) Do not open any closed containers.
d) Inform the PIC - giving location and description of the device.
MOVING A SUSPECTED DEVICE (BOMB)
To move or in any way disturb a suspected device is a very critical decision. The PIC
will decide if the device is to be moved.
a) High Risk Areas:
- The cockpit
- Over wing areas.
- The tail.
b) Recommended Least Risk Areas:
A - 300 - R4 door.
B - 737 - Aft right door.
c) Precautions when moving the device:
1- Pass a non-conducting hard paper or card underneath, around or above the
suspected device, to ensure that no strings or anti-lift devices are attached.
2- Move fire extinguishers and portable oxygen bottles from the least risk area.
3- Disarm the slide or slide/raft at that door, if applicable.
4- Carry the device to the least risk location, without disturbing its original
attitude.
5- Place it carefully on the recommended location and stabilize.
d) Stabilizing the device:
1- Stabilize the device with seat cushions, pillows and blankets.
2- Cover the device with waterproof material.
3- Put wet pillows, blankets, seat cushions, etc. to reduce explosive and fire
potential.
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e) Passenger security:
 To protect passengers from getting injured, they should be moved as far as
possible away from the device. If enough seats are not available, double them up
or make them lie on the floor, as far from the device as possible.
 Bomb Handling Procedure in the Cabin
 Check for EOD personnel on board. Announce "Are there any EOD personnel on
board?" By using the initials, only persons familiar with EOD (Explosive Ordinance
Disposal) will be aware of the problem.
 Secure in the attitude found and do not lift before checking for anti-lift ignition
device.
 Do not disconnect or cut any electrical wires.
 Do not remove any string, tape or rope which is holding or attached to the bomb /
device.
 Do not open or unscrew any closed part of the device.
 Move all fire extinguishers and oxygen bottles
 Move passengers at least four (4) seat rows away from the bomb location. If other
seats are occupied, seat passengers on the floor in protected area.
 Passenger seated close to the bomb locations should protect their heads with
pillows and blankets and sit in the "Brace for Impact" position.
 All passengers must remain seated with seat belts fastened and if possible heads
below the top of head rests. Seat backs and tray tables must be secured in the
upright position.
 Moving or in any way disturbing a suspected or actuate incendiary device is the
most critical decision. Before taking a decision to move a suspected device, careful
check for an anti-lift device must be carried out as follows:
 Bomb Handling Procedure in the Cabin
A: To check for anti-lift switch or lever, slide a string or stiff card (safety card)
under the bomb without disturbing it.
B: If string or card will not slide under the bomb, it may indicate that an anti-lift
switch or lever is present and that the bomb can not be moved.
C : If a card is used and will slide under the bomb, leave it under the bomb and
move it together with the bomb.
D: If it is indicated that an anti-lift device is present, it may surface on which the
bomb is located such as a shelf or seat cushion.
E : If it is not possible to move the bomb, it should be surrounded with a single
thin sheet of plastic, then with wetted material and other blast reduction materials
such as seat cushions and soft carry on baggage. Move personnel as far away from
the bomb as possible
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 Carts brakes applied

 All loose articles stowed and secured
 Galley curtain (divider) secured opened
 Containers latched

FLIGHT DECK TO CABIN CALL SIGNALS

a) One chime: F/A to F/A interphone call.
b) Three chimes: F/A report to the flight deck or contact the flight deck by
interphone.
c) Four chimes:
On ground - Take off imminent; F/As take assigned seat immediately. In flight -
Turbulence is expected.
d) Six chimes: An emergency exists. FAIC report to the flight deck immediately.
Note: On some aircraft, the PIC will make a PA announcement to alert the flight
attendants.

Commands or call out Flight crew to C/A C/A to Flight Deck

Pax. Safety information N.I.T.E.S ( verbally ) N.I.T.E.S acknowledgement (
verbally
Severe turbulence Take your seat immediately ( by PA) Report cabin situation
Or cycle seat belt sign twice (verbally or by intercom )

Depressurization/ C/As and Pax. Take nearest masks Report cabin situation
decompression immediately (by PA) (verbally or by intercom )
Unlawful interference / Capt , I must come to cockpit
hijaking immediately ( by intercom )

Medical situation Purser to the cockpit Sick Pax. ( by intercom )

Or six rings ( crew incapacitation )

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On land evacuation Evacuate ( by PA ) Evacuate (by PA ) and / or

And /Or evac. Signal Evacuation Signal (if no response
from cockpit when evacuation
Deem necessary
Ditching Evacuate ( by PA ) Evacuate
And /Or evac. Signal Or evac. Signal (if no response
from cockpit when evac. Deem
necessary

Abnormal and emergency Purser to the cockpit ( by PA ) Fireonboard

situation Or six rings Birth onboard
Death onboard
Or bomb onboard (by intercom )

Evac. Aborted C/As and Pax. Keep your seats (by PA )

Ready for evacuation Attention C/A at station ( by PA )

Take safety position Brace brace ( by PA )

Or six rings
Arming slides Close doors ( verbally or by intercom Doors closed ( by intercom)
Before departure

Disarming slides Seat belt sign off after arrival and Doors disarmed ( by intercom)
complete stop
Take off is soon Cabin crew take off position ( by PA )

Landing is soon Cabin crew Landing position( by PA )

Refueling with Pax. onboard Refueling taking place (by PA) Refueling taking place (by PA)if
there is no flight crew in cockpit

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Commander’s Briefing
The Commander will brief the FP/CS on the following points after emergency call in a planned
situation
- Nature of the emergency — the problem with the aircraft
- Intentions whether crash landing or ditching.
- Times How much time remaining airborne.
- Escape routes - any known factors affecting the exits.
- Signal - the signal he will give for Brace
o This briefing is known as the NITES briefing
o It should be acknowledge by senior C/A

Able body passenger

Three ABP will be positioned at each main exit to assist and carefully briefed .
two ABP will be positioned at each over wing exit (A310 / A320) to operate the
exit
Shall not act unless C/A incapacitated:
ABP Selection
o Crew
o Airline staff
o Military
o Sport man
o Male
BRIEF AND POSITION ABLE BODIED PERSONS (ABP).
Select as many ABPs as possible, to assist in the following areas:
a) ABPs for doors, over wing exits and crowd control:
When briefing ABPs at the exits, instruct them together, but give each one a specific duty.
The above ABPs must then be seated at the seats nearest the exits.
b) ABPs for Buddy-System:
Additional ABPs should be briefed to assist physically handicapped, old and weak passengers, as
well as children.
The ABP should be seated on the seat nearest the aisle, with the person requiring assistance in the
adjacent seat.
c) ABPs for removal of survival equipment:
If possible, flight attendants should assign additional ABPs to assist with carrying other important
survival equipment, such as, rescue beacon, megaphone, water and blankets.
General guidelines when briefing ABPs:
- Use clear and simple language.
- Establish eye contact.
- After assigning a duty to an ABP, ask the person to repeat the instructions to ensure that they
have fully understood.

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Evacuation Commands
The flight deck will advise the cabin crew should an evacuation be necessary by making a PA
announcement “EVACUATE, EVACUATE, EVACUATE” and press the “COMMAND” p/b.
Use positive command to control PAX
Use all useable exit to evacuate all PAX as rapidly as possible
Cabin crew can initiate evacuation without waiting a command :
 Smoke
 Fire
 Ditching
 Damage to fuselage
 A/C attitude
CONTROLLED DISEMBARKATION
There are cases, where passengers should leave the aircraft as a precautionary measure (e. g. bomb
scares, smoke in the cabin) without the urgency of an emergency evacuation.
In those cases the captain may decide on a “Controlled Disembarkation”.
It stairs cannot be provided in an acceptable period of time, one or more slides shall be used,
Since there is no time critical urgency in a “Controlled Disembarkation”, it is not considered
necessary to have a pre-formulated announcement. The captain gives an appropriate explanation to
passengers and mentions the doors that shall be used.

The purser informs the passengers about the “Controlled Disembarkation’ either via slides or stairs.
Air stairs
 Take hand luggage with you,
 Do not remove shoes,
 Leave aircraft smoothly.
 Via slides
 Leave hand luggage on board,
 Remove high heel.
 Sit down and slide,

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Brace Position

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REJECTED TAKE – OFF:

 A rejected take-off occurs when, after take-off power has been applied, the take-off is in
progress and Flight Crew decide to reject the take-off by applying maximum braking including
the use of reveres thrust and full wheel barking. The barking action may be very severe and there
may be significant aircraft vibration because of the use of full reverse thrust down to a low
speed.

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Survival
Survival factor :
 Protection
 Location
 Water
 Food
Protection :
Arctic : wind and cold( hypothermia ) – snow blindness
Desert : sun at day (dehydration ) cold at night( hypothermia )
Jungle : insects , beasts animals
Sea : exposure / hypothermia
DESERT Protection
There are two major problems related to desert survival, the first being a lack of water and the second
is exposure to sun, wind and heat. This increases the body temperature and as the body temperature
rises, the body starts sweating to cool itself.
Sweating reduces the level of water in the body. When sweating takes place, it is important to drink as
much water as possible to avoid dehydration.
In the desert there is very little water available. The aim therefore, is to minimize heat absorption and
loss of water from the body.
The body absorbs heat by:
1. RADIATION - from the rays of the sun.
2. CONDUCTION - from contact with hot surfaces, ground etc.
3. CONVECTION - from the hot wind.
The body also generates heat during physical activity. Taking steps to minimize sweating is the key to
surviving in the desert.
a) SHADE
Stay out of the sun during the day. Get under the shade of a wing, or use the canopy or other suitable
material to give protection from the direct rays of the sun. Keep the sides of the canopy open to
allow air to circulate.
b) PLATFORM
Build a platform by using slides, seat cushions, blankets, pillows, etc. The purpose of a platform is to
create a barrier between the body and the hot ground. It is much cooler 18 inches off the ground. Sit
on the platform rather than lie down.
c) CLOTHING
Keep at least one layer of clothing on; to protect against heat, wind and sunburn. If available, use
clothing made of natural fibres, such as cotton, silk, etc. Use a cloth to cover the head and back of the
neck.
d) ACTIVITY
Physical activity produces sweating. Limit your activity during the day. If you must move about in the
heat, move slowly. Non-essential activity should be done in the early morning, late evening or night
hours which are cooler.
There is a possibility of having heat cramps or heat stroke .

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COLD WEATHER Protection

Exposure to an extremely cold environment can be life threatening. It is, therefore, important to keep
warm, dry and sheltered from natural elements such as wind, rain and cold.
a) SHELTER
Do not shelter inside the aircraft it will be too cold. Parts of the fuselage can be utilized to make a
better insulated shelter. Slide/rafts can be used with canopies erected to provide protection from the
wind and rain.
b) PLATFORM
Do not sit or sleep directly on the ground. Use slide/rafts, life vests, seat cushions, etc. as platforms.
c) CLOTHING
Body heat and layers of clothing will keep you warm, but avoid sweating. Wear loose clothing, as
tight fitting clothes cut off circulation, increasing the danger of freezing. Cover ears, neck, head,
hands and feet.
FROSTBITE
This is the freezing of body parts that have been exposed to the cold. Severity depends on the air
temperature, length of exposure and the wind. It can cause the loss of fingers, hands, arms, toes, feet
and legs.
HYPOTHERMIA
Hypothermia develops when the entire body cools because its ability to keep warm fails. This can
result from prolonged exposure to cold, windy weather and rain as well as immersion in cold water.
Air temperature does not have to be below freezing to develop this cold-related illness. The victim
will die if not given care.
FROSTBITE
This is the freezing of body parts that have been exposed to the cold. Severity depends on the air
temperature, length of exposure and the wind. It can cause the loss of fingers, hands, arms, toes, feet
and legs.
HYPOTHERMIA
Hypothermia develops when the entire body cools because its ability to keep warm fails. This can
result from prolonged exposure to cold, windy weather and rain as well as immersion in cold water.
Air temperature does not have to be below freezing to develop this cold-related illness. The victim
will die if not given care.
Snow Blindness
Wear sun glasses, snow glasses or improvised eye protection (cloth or paper strips with slots) to
avoid snow blindness.

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- Symptoms of snow blindness are inflamed, burning, watering eyes or a feeling like ‘sand in the
eyes’, headaches and diminishing vision.
- Treat snow blindness by protection from light by remaining in a shelter or by a light proof
bandage. Soothe aching eyes by applying cool compresses when there Is no danger of freezing.
Aspirin should be taken. Do not use eye drops or cream. Most cases of snow blindness will recover
within 18 hours without attention, but they will remain susceptible.
Protection AT SEA
Due to modem navigation aids and communication systems it can be assumed that the raft will be
found in due time. Additionally the survival chances increase with the completeness of emergency
equipment taken along from the aircraft (radio beacons, survival kits, megaphones. flashlights) as
well as other equipment (blankets, pillows, newspapers for insulation etc.)
Search for Survivors
• After disengaging the raft, search for survivors in the water. It fatigued or injured persons have
to be pulled out of the water, turn them with their back towards the raft, grab them under their
arms and pull them in.
• Then instinct passengers to push the raft away from the aircraft (damaged parts of the aircraft
may puncture it).
• Look out for other rafts, try to tie together as many as you can. Use life line, rope from the
cockpit etc.
• As soon as a safe distance from the aircraft is reached and rafts are tied together, deploy the sea
anchor.
Clothing
• Wet clothing should be taken off as soon as possible. Wrap in insulating blankets or blankets
taken along from the aircraft, wring out wet clothing. Keeping the body temperature (core
temperature) normal should be the goal.
• Sea Sickness
• Sea sickness tablets should be distributed as early as possible. It can be assumed that practically
everybody will get sea sick In a raft. As any loss of body fluids should be avoided, two tablets for
every passenger should be given immediately, then one every 12 hours.
Sunburn
• Sufficient ventilation in the raft is Important. The canopy should always be used for protection. If
required, the sides should be roiled up. Protect the eyes with sun glasses or other provisional
means. Do not underestimate the reflection of light from the water surface.
• In case of body overheating (indicated by general weakness, headache, buzzing in the ears.
twitching of the eyes, dizziness, vomiting, even by convulsion and unconsciousness) try to cool
down the body temperature with wet clothes (e. g. shirt)
IN JUNGLE REGIONS
In an emergency landing in forest areas the aircraft will be most likely destroyed.
Whenever possible try to take the radio beacons from board. Shoes should be taken along.
General Rules
• Gather survivors and give first aid.
• Activate the radio beacons.
• Try to get the survivors under control.
• Organize a watch around the clock. Do not leave the site of the crash.

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• -Search for shelter from rain, sun and insects.

Clothing
• Keep the whole body covered to prevent insect bites and prevent infection from scratches,
thorns or sharp grass.
• Wear long trousers and shirts with long sleeves. Push trouser legs into socks and fasten
• them securely to prevent ticks and leeches from getting in.
• Loosely worn outer clothes keep cooler.
• For protection against mosquitoes wear light clothes around the head, especially in the dark.
• In open areas wear head protection against sun bum. Be especially aware of high grass.
• Some grass species can cut clothes to ribbons.
• Dry clothes before dark to prevent freezing at night. Try to keep reserve socks and clothes dry
when available.
• Wash clothes especially socks daily. Dirty textiles rough and can cause skin irritation or
inflammation.
• Never go barefoot.
Dangerous Animals
• Bites of poisonous snakes can be recognized on the typical twin marks of the fangs. After a snake
bite, a person should be laid flat and calm. Then apply a tourniquet between the bite and the
heart. Release the tourniquet every twenty minutes for about 30 seconds. After 3 to 4 hours
release the tourniquet for longer periods. The tourniquet may be removed after swelling and
discoloring has disappeared provided the removal does not result in unusual sickness.
Shelters
Summer
• Shelters against rain and insects are needed. Select a site near water, if possible, but, on high and
dry ground. Stay away from thick growth of brush or trees because insects may be unbearable. A
good place for shelter is a ridge, a cool sea coast or a place in a slight wind.
Winter
• Shelter against the cold is essential. Camp near wood or trees, if possible. If not, try to pick a site
out of the wind and snow drifts. Avoid camping at the foot of a hill or near rock formation where
danger of snowdrifts or avalanches may lure. When lighting a fire inside a closed shelter, ensure
ventilation to avoid carbon monoxide poisoning.
• Sound is muffled by snow. When everybody stays inside a shelter, an aircraft may not be heard.
Therefore, a watch has to be organized and kept at all times. Construct a wind shelter for the
watch but do not cover It.

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Location
 Signal devices and symbols
 Finding north (north star )
 Stick method
 Watch method
 Follow sea birds direction
 Watch direction at day
 River down streams towards river banks
SOS: save our soul
 You can use lights or flags to send an SOS—three dots, three dashes, three dots. The
 SOS is the internationally recognized distress signal in radio Morse code. A dot is a short,
sharp pulse; a dash is a longer pulse. Keep repeating the signal. When using flags, hold
flags on the left side for dashes and on the right side for dots.
Symbols
 This code is actually five definite, meaningful symbols. Make these symbols a minimum of 4
meters (13 feet) wide and 6 meters (20 feet) long. If you make them larger, keep the same 2:3
ratio. The signal arms or legs should be 1 meter (3 feet) wide and 1 meter (3 feet) high to ensure
maximum visibility from high altitudes. Ensure the signal contrasts greatly with the ground it is
on. The signal may be constructed from any available materials. You must consider how the
signal will contrast with the natural background. The signal may be made by breaking and
bending over crops or tall grass in a field or trampled down into snow or sandy soil. Place it in an
open area easily spotted from the air. If evading, the signal could also be dug into the ground to
reduce its signature from ground forces.

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BODY SIGNALS
When an aircraft is close enough for the pilot to see you clearly, use body movements or positions to
convey a message.

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PANEL SIGNALS
If you have a life raft cover or sail, or a suitable substitute such as a space blanket or combat casualty
blanket, use the symbols shown in convey a message

AIRCRAFT ACKNOWLEDGMENTS
Once the pilot of a fixed-wing aircraft has sighted you, he will normally indicate he has seen you by flying
low, moving the plane, and flashing lights as shown in Be ready to relay other messages to the pilot once
he acknowledges that he received and understood your first message. Use a radio, if possible, to relay
further messages. If no radio is available, use the codes covered in the previous paragraphs.

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Water :
Arctic : blue old snow not the new one
Desert : dig in a dried river or in sand dunes in dried lake /clues like plants except milky plant /
animals area / morning dew/ palm trees area/
Jungle : rain / river/ trees/ coco nut
Sea : rain / sea water

Water Supply
Never waste combustible material for melting water when other water sources are available. Water in
tundra areas may be brown in colour, but it is potable after boiling. Potable water can be gained by
placing one or two pieces of ice in a plastic bag, then hang it around the neck under the parl (a.
Depending on outside temperature and body activity, water can be expected after 1 to 2 hours.
Whenever possible, melt ice instead of snow for gaining water. With the same amount ot heat a lot
more water is gained out of ice than an equal amount of snow in less time.
If possible use old ice, It is blue in colour, has rounded edges and is free of salt. New ice is grey, milky
and hard. Do not use it for water supply because it is too salty.

In case snow must be melted for water supply, use little snow but press it together to avoid the pot
from burning through. In case there Is little water available, pour some of it in a pot, then keep adding
snow.
o Water found in cracks on the rim of ice-floes is too salty to be potable. Icebergs are ideal for gaining
potable water, when It can be obtained without danger. Small amounts of it are sufficient to supply
one person once a day.
o In case of insufficient water supply, loss of concentration, up to completely inability to think. quick
exhaustion, rapid loss of will to survive, insufficient circulation and therefore increased danger of
hypothermia will result.

Water Supply
Water from tropical rivers, pools, springs and swamps should be drunk only after purification. Milky or
muddy water can be made potable by sifting it through a tightly woven cloth.
Clear water can be gained from muddy water by digging a hole about 2 m away from the waters edge.
Wait until the water has collected and the mud has settled.
Potable water can be gained from various plants without further treatment. Green unripe coconuts
contain a fresh pleasant tasty liquid. Bamboo poles sometimes contain water between the knots.
Parasite plants collect water inside their overlapping leafs. The water should be filtered to tree from
insects and dirt.
Animal tracks sometimes lead to water, follow them but do not get lost

Food
Arctic : fish / animals and A/C catering
Desert : snakes, animals and A/C catering
Jungle : fruits , vegetables snakes , animals
Sea : fish

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Definition of CRM
CRM refers to the effective use of all available resources. These resources are divided into four
broad categories - people, machinery /time and information. CRM is designed to optimize the
human/machine interface and accompanying interpersonal activities. These activities include
team building and maintenance, information transfer, problem solving, decision making,
maintaining situational awareness and dealing with automated systems.

CRM training is not limited to multi-crew Bear in mind that CRM is a concept, affecting the way
you think and the way you act. It is intended to heighten attitudes and behavior, not to change
personalities. Pilots flying single-pilot, flight dispatchers, flight attendants or cabin medical
attendants, maintenance personnel and air traffic controllers can all benefit from CRM training.

Crew Resource Management Skills.

There are six major areas that should be included in CRM training:

1- Communication/interpersonal skills
2- Situational Awareness
3- Problem-solving / Decision-making / Judgment
4- Leadership/"followership"
5- Stress Management

CRM Skills are required

Manage (use) Resources

Yourself
Others (first officer, flight engineer, flight attendants, ground crew
Information

Time
Aircraft
Ask the Right Questions
Asking questions will provide valuable information that might otherwise be lost
State your Opinion - Advocacy
This is all crew members' responsibility, but be prepared to change your opinion when facts
or circumstances warrant it
Resolve Differences - Conflict Resolution
This is a crucial element in management risks in the (not who but what is right)
Make Decisions

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DEFINITIONS
One of the best definitions of a professional is given by the U.S. Congress in the Labor
Management Relations Act, amended 1947. According to this Act, a "professional
employee" is one who is:
 involved in the exercise of discretion and judgment in his or her work the output
produced or the result accomplished cannot be standardized in relation to a given
period of time
 requiring knowledge of an advanced type in a field of science or learning customarily acquired
by a prolonged course of specialized intellectual instruction and study in an institution of higher
learning, as distinguished from a general academic education or from an apprenticeship

In addition to these criteria, other requirements are frequently added

professional registration requirements (tests, experience)
activity in a professional society and other professional activities
public service nature of the occupation adherence to a professional code of conduct and
ethics
What CRM IS and IS NOT

CRM IS

 A comprehensive system for improving crew performance

 A process addressing the entire crew and other related staff
A system that can be extended to all forms of air crew training
 A concentration on crew member attitudes and behaviors and their impact on safety
 An opportunity for individuals to examine their behavior and make individual decisions on
how to improve teamwork
 A utilization of the crew as the unit of training
 Active participation training that focuses on safety improvement
 Is self-convincing

CRM IS NOT

X A quick fix that can be implemented overnight

X A training program administered to only a few specialized or "fix-it" cases

X A system that occurs independent of other ongoing training activities

X A psychological assessment or personality profile

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Elements of CRM

1- INQUIRY
Is every crew member's right and responsibility. Inquiry is a mode of behavior that causes
an individual to question, scrutinize, and investigate all that is happening. It is curiosity; it
maximizes learning and awareness at all times and ensures larger gains in knowledge from
each experience. Inquiry is the opposite of complacency.
Cabin Crew member, who practice inquiry, question or investigate what others are doing,
believing or proposing. In addition, they recognize that their own knowledge, beliefs, and
actions could be wrong and are continuously challenging them.
Inquiry is also useful in sorting out what is going on from what appears to be going on.
Nothing is:
Taken for granted. Human errors are reduced by exposing and correcting them at an
early stage.
2- ADVOCACY
The essence of advocacy involves a crew member accepting the obligation to speak out in
support of a course of action different from that is currently being planned or followed. At
the same time, it is listening to viewpoints that may be contradictory to one's own.
An inviting question such as "Does anyone have a problem with...?" Encourages others to

bring up alternatives that might be considered before a decision or course of action is

finalized. Similarly, the phrase "I have a problem with that..." Signals to other crew
members that a reservation exists that merits examination. This kind of concern is
constructive questioning that represents a respect and a desire to support authority,
rather than a resentment of authority.
3- Conflict Resolution
Conflict is inevitable. In fact, it is often beneficial if handled properly and in a constructive
manner. Differences in feelings, opinions, thoughts, values, or action (actual or
perceived) may lead to disagreement or dispute. Sometimes differences in personality
alone can create a source of conflict.
A conflict will turn bad when a cabin crew member is unable to cope with giving or
receiving inquiry, advocacy or critique constructively. This conflict can polarize crew
members to the point that the real problem or issue is not probed. Heated arguments can
lead to bitter words or bad feelings and will ultimately affect performance unless the
disagreement is brought into the open and resolved.
4- Decision Making
 Many types of decisions are made during the course of the flight. Some decisions of high
quality can be made singularly by one member of the crew; other decisions are of such

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complexity or importance that the inputs from more than one cabin crew member, or
from an outside source, are necessary to ensure higher quality decisions.

5- Critique
• Critique - used in the context of CRM - refers to discussions among crew members
regarding the conduct of the flight. It begins in the planning phase, continues throughout
the flight, and concludes in a post-flight debriefing. Properly utilized, critique can be
initiated by any crew member at any time when he/she believes it will be
Helpful to the safety and efficiency of the operation .It is totally separate from the
evaluation involved with line checks .

PROBLEMS THE AVIATION

o Lack of support - where one crew member fails to back up another during a high workload
situation, in normal service, or EMERGENCY SITUATION.
o Standard Operating Procedures ignored -where the In -Flight Supervisor or any one of crew
fail to complete a checklist when under time or other pressures.

o Stress problems - where a crew experiences difficult in adapting to unusual or Emergency

situations.

JUDGMENT PROBLEMS

 Judgment problems - where management of priorities and cabin distractions distort the
judgment process.

EMOTIONAL PROBLEMS

 Emotional problems - where aggression or extreme submissiveness in the cabin affect

personal relations; or where there is a carryover of domestic worries or job conflict

Management pressure - where there is a deferral to management the authority to expedite

departure before the crew is sufficiently prepared.

DISCIPLINE PROBLEMS

 Discipline problems - where corners are cut or where there is inadequate control of
operations in the cabin.

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COMMUNICATION PROBLEMS

 Communication problems - where there are misunderstandings or non-adherence to

sterile cockpit door rules.

MANAGEMENT SKILLS ARE REQUIRED (In problem resolves)

To combat some of the human factors related problems identified in the cabin management
skills must be strengthened and reinforced to reduce or eliminate seemingly needless aviation
accidents:
Management of resources
Judgment and decision making

Communication
Managing people
Stress Management
Workload assessment and time management
Recognition and management of distractions

PROBLEM SOLVING IN THE AVIATION ENVIRONMENT

Humans have three different ways to solve a problem:

1- Skills-based actions are those actions that can be accomplished with little effort once
the basic skill is mastered (such as driving a car)
2- Rules-based actions are those that have well prescribed procedures (such as if X
happens, accomplish Y) similar to the flight crew's reaction to an emergency
situation.
3- Know ledged-based actions are the ones addressed in the sessions. They are
usually the result of an ambiguous situation, or one that does not have clearly
prescribed procedures, and offer a variety of options to the flight crew.
> Because of uncertainty, knowledge-based actions can require considerable time and thought
in order to deal with the task.
This is where the evaluation of the cabin crew's ability to assess all available information,
resources takes place.

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TRAINING TO PREVENT THE LOSS OF SITUATIONAL AWARENESS

Resolving Type (A) malfunctions often occurs quickly, leaving less time for distraction from
sops and a loss of situational awareness. When faced with a serious malfunction, the
flight crew is likely to be in a state of all around heightened awareness, referring to an
emergency procedure checklist or memory items. The loss of situational awareness is
less likely to enter the error chain.
Resolution of Type(B) malfunctions pose a risk to cabin crews who become absorbed
with resolving the malfunction, often at the expense of proper control.
CABIN CREW SHOULD ALWAYS

 Ready to assess the situation, take appropriate action, and evaluate the results.
 Cabin crew training should emphasize that an aircraft cabin malfunction can serve as
an immediate red flag in warning against the loss of situational
awareness.

The Situational awareness refers to one's ability to accurately perceive what is going on in the

cabin It further extends to the planning of several solutions for

any emergency situation which could occur in the immediate future. Maintaining a state
of awareness of one's situation is a complex process, greatly motivated by the
understanding that one's perception of reality sometimes differs from reality itself. This
awareness should promote on-going questioning, cross-checking, and refinement of one's
perception. Constant and conscious monitoring of the situation is required.
Situational Awareness

l. What is Situational Awareness?

2. Gaining Situational Awareness

 data
 Understanding
 Thinking ahead
3. Maintaining your Situational Awareness
4. Improving your Situational Awareness
The perception of elements in the environment,,
within a volume of time and space,

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The comprehension of their meaning and

The projection of their status in the near future
What happened?

Where Iam 1?

What is happening?

What could happen?

Gathering data: What to look for and when Build

the mental model by:

- scanning the important aspects of our

- comparing them with experiences and knowledge in memory
Some Tips
 Know what's important and why
 Having more data doesn’t 't mean more information
 Manage the task of s
 Canning

Balance scan time with quality of information

Use procedure-based scans

Avoid interruptions

Don 'toush

Remember sometimes you see only half of the picture but need all of it to understand the situation

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The Fatigue

Main causes of fatigue

 Two main factors:
Time since sleep

Biological rhythms

Some consequences of fatigue

 Micro-sleeps (sleeping’s)
 Increased eye closure
 Longer reaction times
 Difficulty in solving problems
 Reduction in communications
 Difficulty in solving inter-personal conflicts

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Assessment of your Situational Awareness

Learning what to 'see'

What to search for — driven by the need for the information

When to look at specific information, phase of flight or event timing

Where the information can be found, source and reliability

Why the information is relevant to the circumstances

 Know what's important and why

 Having more data doesn’t mean more information

 Manage the task of scanning

 Balance scan time with quality of information

 Use procedure-based scans

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Understanding - Creating the mental model

Mental models are formed by:
The combination of knowledge and experience recalled from memory, and The
perceived information from the real world

Memory Recall
 Training
 Knowledge
 Experiences

Compare and update our mental models with the real world
When matching, understanding of the situation is achieved

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When Understanding: Organize! Control your thinking!

Understanding improves with experience:
more memory situations (patterns and associations) developed for comparisons

Check all aspects of the mental model

How does the situation compare with 'the plan"

How does the situation compare with previous situations

When NOT Understanding: Watch Out !

o Information may be misinterpreted : Poor mental model

o Failure to recognize the mental model needs to change
o Control thinking process

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Situational Awareness & Decision Making

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COMMUNICATION
True and effective communication occurs when there is a sincere and conscious effort by all
parties.
Definitions
o Effective communication is being able to communicate your thoughts and feelings in such
a way that the other person shares the same meaning you do
o The imparting or interchange of thoughts, opinions, or information by speech, writing or
signs The process of exchanging ideas and information by the use of a common system of
verbal and non-verbal signals
o A good example of poor communication is from list of instructions from an aircraft
electronics manual as quoted by the Journal of the Institute of Scientific and Technical
Communicators:
o "The internal guidance system uses deviations to generate corrective commands to fly the
aircraft from a position where it is to a position where it isn't. '
"In the event that the position where it is now is not the same as the position where it
originally wasn't, the system will acquire a variation. Variations are beyond the scope of this
simple explanation. "
WHAT'S THE PROBLEM?
The problem with pilot and flight attendant teamwork, particularly in the area of
communications, has its roots in the disparate job functions of both groups. When speaking of
pilots, it is a mostly male dominated profession. Conversely, when speaking of flight
attendants, it is a mostly female dominated profession. It should be noted, however, that
there has been an increased percentage of "gender balancing" over the last few decades for
both groups.
Theoretically speaking, and this comes from basic innate gender characteristics, male and
female thought processes could be somewhat divergent. This is not to say that there is an
abundance of testosterone in the cockpit or that females may be influenced by their inherent
affective nature, but the gender differences do have to be considered when groups are
segregated into mostly male versus mostly female categories.

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KEY FACTS ABOUT THE WAY WE COMMUNICATE

o We tend to protect, maintain and enhance ourselves when we communicate
o We defend against looking ignorant or foolish for fear of ridicule
o We wish to maintain consistency, we tend to support our opinion even when we
suspect that we may not be totally correct
o We wish to feel valued, worthwhile, belonging and meaningful. This means that we
must be acknowledged with respect and trust
o Reality is second to perception - and our mindset may be very difficult to change
o People behave according to their perceptions; may not be aware of the level of risk
o Emotions always take first place, feelings are facts
o Commitment comes from self-determination, people have their own motivations

MODES OF COMMUNICATION
1- Verbal - verbal communication occurs when words are used to communicate, either
orally or in writing.
2- Non-Verbal - non-verbal communication occurs when body language, eye contact,
posture, gestures, touch, silence - anything other than words - is used to communicate
3- Symbolic - symbolic communication occurs as a result of our appearance - clothes, hair,
jewelry, make of car, etc.
o 7% of all communication is accomplished verbally.
o 38% of communication is the result of unconscious signals and readings, such as tone or
sound of voice.
o 55% of all communication is achieved through Non-Verbal and Symbolic means (body
language.)

COMMUNICATION PROCESS
There are four elements in the communication process:

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Human beings acting as the sender or receiver are influenced by many factors - their perceptions,
attitudes, values, knowledge, expectations, language skills, experience and their relationship to "the
other person. " These influences act like filters and can impact on the process of sending and receiving
messages.

Essential Verbal Communication Skills in CRM

Communication can affect the safety of the operation. Using five aspects of effective verbal
communication will assist crew members to communicate in a clear and precise manner.

INQUIRY.:.

Good decisions are based on the quality of information that is assessed. In the cabin
environment we scan our duties. In varying degrees, the same seeking of information from
flight crew, cabin crew, dispatch.
Should also be brought under consideration when making complex cabin crew decisions. One
drawback of asking questions in the cabin is the fear of embarrassment. Clarification of an action
or intended action is a right among crew members.

LISTENING:

The art of listening appears to be a reoccurring failure in many accident reports. Active listening
is an action; it is not a passive function. It requires the listener to actively inquire and respond,
confirm to the transmitter that the message has been received and understood.
Active Listening
The active listener attends to the words and projects their mind into that of the speaker, so
that they can align their thoughts and feelings more closely to those of the speaker.
Active listening consists of the following two skills:
Non-Verbal - Attending (to build and maintain rapport) o Face the
speaker, smile, look relaxed
o Maintain eye contact
o Encourage the other to speak
 Verbal - Questions
o Closed Questions (for short answers)
o Restrict the range of possible responses
o Useful in getting specific information quickly
o Improper use can make a person feel like hey are being
interrogated

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ACTIVE LISTENING IS:

o The genuine desire to understand another person's perception

o Listening and expressing - understanding of what another person has said
o Sensitivity to another's thoughts and feelings.

ACTIVE LISTENING IS NOT:

o Passive or token
o Advice given
o Agreement or disagreement
o Judgmental or critical
o Argumentative

THE ART OF EFFECTIVE LISTENING

o Being an effective listener takes practice and a sincere effort on behalf of the
listener. Problems in effective listening are:
o We speak at approximately 125 words per minute
o We have the capacity to listen at 900 words per minute
o Our brain spends this excess time:
o Pre-planning (anticipation) - preoccupation with formulating a response and not
listening to what the sender is saying
o Detouring (wandering) - waiting for a key word and when it comes up, take the
conversation into another area of interest
o Debating - playing the devil's advocate; regardless of what was said, they take
the opposite point of view.
o Tuning Out - when a message has been heard repeatedly, after a while the
receiver does not listen because it is felt that the message is not important

COMMUNICATING CRITICISM
Occasionally, mistakes happen. Bear in mind that people do not make mistakes on
purpose but they are the result of a multitude of factors that may be influencing the
individual at any one time. Miscommunication, task overload, Misunderstanding of
targets, stress or fatigue are some of the factors which could induce errors. Perhaps just
letting the person know the consequences of his or her behavior is enough the make the
Point .Other times, criticism must be communicated. The most effective way to do this is.

Avoid criticizing the person; focus on the behavior exhibited instead

Describe the specific behavior you observed

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 Avoid being sarcastic or parental

 Avoid using vague or general statements
Avoid using anger
Avoid asking questions for which you already know the answer
Describe the impact of the behavior on others in the working environment

Describe the consequences of the behavior. It is important to help the person see what
type of consequences it might have for him or her personally over a period of time

 Reach an agreement on how to change behavior. If the person chooses not to change
the behavior after being made aware of its negative impact and consequences, the
person is either an intentional trouble maker or under severe emotional strain. Proper
disciplinary action should be taken. If the person agrees to modify his or her behavior,
then a process should be agreed upon to provide supportive and positive feedback

Do

 Encourage others to talk

 Be tentative, explore
 Express your feelings objectively
 Focus on other's self-determination
 Use problem-sharing approach
DO NOT
 Degrade the other person, especially in public
 Be dogmatic or self-righteous
 Ignore other's feelings or ideas
 Argue Interrupt

Communication and Cooperation with Catering Personnel

When catering personnel are onboard the aircraft, a cabin crewmember should be present in the
galley areas to monitor catering operations. Catering personnel may not understand the impact of
their actions on safety. When monitoring catering, cabin crewmembers should ensure that:

Trolleys are operative and the brakes work.

Ovens are checked thoroughly for unusual objects, papers, towels
Handles and latches on stowage bins are in working order.

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Communication and Coordination with Boarding Staff

The boarding of the aircraft is a very coordinated task between the flight crew, cabin
crewmembers and ground personnel.
The priority of boarding staff is to board all the passengers to maintain an "on time
departure".
However, there are days when, due the late arrival of an inbound aircraft, ground personnel
have the responsibility for all the passengers, and the possibilities of missed connections.
In order to avoid confusion and passengers boarding before the cabin preparation has been
completed, cabin crewmembers should liaise with the boarding staff, for example:
Inform the boarding staff of the cabin status
Ensure that boarding does not commence before the flight crew; cabin crew and boarding
teams have met.
Communication is the key element to the smooth and safe operation of a flight.

SUMMARY
To improve flight safety and promote efficient team work:
Use briefings to encourage communication and teamwork, and to build a rapport with the crew.
A good briefing will result in a high performing team!
Following Standard Operating Procedures ensures that all are familiar with the flight
standards and expectations.
Communicate and cooperate with, other crewmembers, maintenance personnel, catering staff, and
boarding staff.
Communicate with passengers, and make them feel comfortable and able to communicate wit the
Crew.

HOW TO MANAGE ANGRY CONFLICT

There will be times, inside or outside the cockpit, that angry conflict will take place. Should
this angry conflict take place during a critical phase of flight, it will constitute a serious hazard
to safety. The following tips will help you to manage the angry conflict until the problem can
be resolved at a more convenient time.
MAINTAIN CONTROL
o If possible, suggest another time (cool off)
o Avoid sharing the anger
o Objective: To Listen

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LISTEN
o Objective: Allow other to explain
o Use listening skills
o Open ended questions
o Probe questions
o Paraphrasing

USE PROBLEM SHARD.¿G APPROACH

o Guide discussion to clarification of problem and constructive exploration of ways to
resolve it
o We have a problem
o Define the problem-is it cockpit related? Cause vs effects
o Explore the alternatives and consequences - elicit and suggest
o What action should we take - pick the safest one
o Mutual commitment
o Follow-up

MAINTAIN RESPECT
 The use of personal insults and put-downs must be eliminated. "I wonder if we can
approach this issue without attacking each other. "
 Objective: To clarify the issue as objectively as possible
 Feelings are facts - do not deny the other's experience
 Separate the facts from opinion; mentally separate facts from irate expressions

AVOID HASTY RESPONSES

 Allow time for issues (facts vs opinions) to settle
 Wait and go back later

EFFECTIVE COMMUNICATION
 Effective communication encompasses the entire scope of the sender's verbal, non-
verbal, symbolic message
 Effective communication is a recognition that a variety of assumptions and other filters
potentially could distort the message that is sent or received
 Effective communication involves active listening for clear comprehension
 Effective communication completes the circuit of sending, receiving and feedback with all
parties sharing a common understanding of the message.

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BARRIERS TO COMMUNICATION
There are many factors which block effective communication. They are organized into three
distinct categories:

PHYSICAL BARRIERS
The physical barriers are normally barriers that prevents the communication from being
received - items such as noise, hearing loss, confusion, fatigue, poor radio equipment. The pilot
has some control over these barriers.

PSYCHO – SOCAIL
o The psycho-social barriers are much harder to detect and control; stemming from inside an
individual, they encompass attitudes, feeling, bias and prejudice. For example, strong negative
feelings in the cockpit can lead to a total lack of communication. Hostile environments create a
safety hazard. Pilots must maintain a professional attitude to help to overcome the psycho-
social barrier

Technique-related

 The technique employed to process information can be a barrier in itself. The

professional who processes information does it the same way every time. The individual
answers two questions before responding or acting on any information:
 What is the literal meaning?
 What is the contextual meaning?
 If these questions cannot be answered to the receiver's satisfaction, then clarification
should be sought. After this, the next question should be:
 What action is appropriate in response to this communication?
 This type of controlled response creates a professional atmosphere and no matter what
the feelings are between the crew members this professionalism cuts through much of
the personality problems.

FACTORS AFFECTING PERFORMANCE

PASSENGER CONFLICT
"Conflicts arise from the perception of incompatible needs or goals, and from the impossibility or
failure to render them compatible (Source 'Briefings' Dedale, Europe).

In recent years, reports of 'unruly passenger behavior' have become more frequent, with a wide

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Variety of anti-social behavior that ranges from verbal abuse to physical assault.
Many of these incidents have had an impact on flight operations, flights being diverted, delayed
Arrival and the knock back effect on the rest of the operation, including missed passenger
connections, inconvenience, and the financial cost involved in diverting a flight.
Many passengers and crewmembers have been extremely upset and frightened by the behavior of
some unruly passengers.
Conflicts can take many forms: Some may be resolved through discussion and a satisfactory
conclusion found, without further consequences. However, when a conflict becomes
confrontational

and hostile, it must be addressed immediately. If the conflict occurs on ground, it should be
resolved before leaving.

When a conflict becomes confrontational, it can generate emotional responses, such as emotional
tension and stress.

As a conflict escalates, communication deteriorates, and the conflict becomes destructive. At this
stage the people involved may develop acute stress. In turn, acute stress affects performance.
Dealing with any type conflict requires tact, diplomacy, and most of all, the ability to remain calm.
Most importantly, does the behavior of the passenger pose a threat to the safety of the flight?

How can cabin crew resolve passenger conflict? Conflict management is related to attitude:

Listen, to allow the passenger to express his/her concerns, this helps to reduce tension

 Be courteous, but firm

 Address the issue, what is right, not who is right .
 Appeal to reason, before resorting to authority.
 Ensure cabin safety.
 Be assertive
 Involve the crew and the purser.
 The purser should inform the flight crew, if necessary.
 Don't take it personally.
Standard Operating Procedures (SOP,S)
Something as simple as this will encourage passengers to address the crew and voice their
concerns.
Standard Operating Procedures
Standard operating procedures are a form of communication that is provided by the operators to
crew members, and details the procedures to be followed. When the procedures are understood
and adhered to, they provide a common ground and understanding amongst the entire crew. Many
operators have crewmembers of different cultures and nationalities that are sometimes based in
various parts of the world. The common language of the Standard Operating Procedures enables
these crewmembers to work together and Communicate. When consistently applied,
Standard Operating Procedures provide guaranteed form of communication

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Behavioral Styles
o The purpose of behavioral analysis is to provide you with an awareness of your individual
behavioral style. With this awareness, we will have a better understanding of why we react
in a specific way to people or to situations. Our reactions also affect the people around us,
and in turn they react to us. This human interaction can be either healthy or dangerous in
the flight environment.
o Knowledge of your behavioral style will ultimately benefit aviation safety.
Behavioral Styles and leadership
o All individuals have inherent leadership qualities which are manifested in their behavior.
It is a matter of how these leadership qualities are utilized that gives us the strength in
our leadership abilities.
o List some qualities which can make a person a "Good Leader."
o List some qualities which can detract from "Leadership" ability.
o Knowing our own behavioral style will also help us to understand others. This will lead to:
 Mutual respect
 Mutual trust
 A willingness to adapt
 Better communication
 Safer flight

Assertiveness
Combinations - Low relationship oriented traits combined with low task oriented traits are
individuals considered to be loners or autonomous in behavior style.
The person who is both high in
Relationship and task
Orientation is considered to have an
Assertive
Style of behavior
The definition of "assert"
To put into words positively and with conviction
To defend, maintain, or insist on the recognition of one's own rights
To state to be true
It is interesting to note that the weaknesses in behavior styles indicate an excess use of a
strength. We must do less of our weakness to achieve the desirable assertiveness behavior style.
Developing the strengths of the three styles allows for a high degree of task orientation in
conjunction with a high degree of caring.

Behavioral Styles- Body Language

Non-verbal behavior in relation to the various behavioral styles:
Aggressive
General: exaggerated show of strength, flippant and sarcastic style, air of superiority
Voice: tense, shrill, loud, shaky, cold, deadly quiet, demanding, superior, authoritarian

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Eyes: expressionless, narrowed, cold, staring, not really seeing you Stance: hands on hips, feet apart,
stiff and rigid, rude, imperious Hands: clenched, abrupt gestures, finger pointing, fist pounding

Non-Assertive
General: actions instead of words, hoping someone will guess what you want, looking as if you do
not mean what you say
Voice: weak, hesitant, soft, sometimes wavering
Eyes: averted, downcast, pleading
Stance: lean for support, stooped, excessive head nodding
Hands: fidgety, flutter, clammy
Assertive
 General: Attentive listening, assured manner, communicating, caring, strong
Voice: firm, warm, well-modulated, relaxed
Eyes: open, frank, direct, eye contact without staring
Stance: well balanced, straight-on, erect, relaxed
Hands: relaxed motions
Assertive Behavior
 Assertive behavior is intended to be the middle ground by taking the best of
 Aggressiveness (without the put-down negatives) and the best of non-assertiveness
(without loss-of-self.) The action is genuine, complete and a direct communication of
ideas wants and needs. It is the conviction that one's position can be expressed strongly without
dominating the other. Social grace can be maintained without weakening the position or
request.
Assertive behavior is based on the fact that every individual has rights and can act on behalf
of these rights:
The right to have and express your own feelings and ideas
The right to be listened to and taken seriously
The right to ask for what you want
The right to get some of your own needs met
The right to be treated with respect
The right to say "no" at times and not feel guilty
The right to ask for information from others
The right to make mistakes
The right to be assertive
The right to choose not to assert yourself

When we act assertively, we recognize these rights as legitimate. Assertive

behavior becomes easier the more an individual recognize these rights. When we
respect these Rights in ourselves, we are also more likely to act in a manner that
respects these rights in
Aggressive behavior denies the rights of others, and non-assertive behavior overlooks these
rights in ourselves.

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Characteristics of Assertive Behavior

Expressing statements of one's own feelings, needs and ideas
Standing up for your rights in ways that do not violate the rights of others
The behavior is honest, direct, expressive and self-enhancing
The person feels confident about themselves during a situation and afterwards
A high level of respect is maintained for the other individual
Direct statements of agreement or disagreement
Direct refusal or statement of "no"
Compromising behavior
Statements which communicate what you mean; "I" messages
In a conflict situation, the difference between dealing with the issue and not with the person
must be recognized. There is a directness and a problem-solving quality in assertive behavior
that is not present in aggressive or non-assertive behavior. Negotiation as a problem-solving
tool becomes a method of resolving differences. Ideas, wants, and needs are heard and explored
openly. Collaboration and integration are seen as positives, and compromise could be an
acceptable position. (Note - negotiation and compromise in problem solving is encouraged,
however it is solving is encouraged, however it is If assertiveness must be learned, what needs to
change?

Transforming yourself into an Assertive Person

Aggressive individuals

Need to learn skills that will allow the strong expression of feelings, ideas and wants without
offense to others. This may require some revision of their basic beliefs. The aggressive person
feels that they must stay on top, diminish the other person and be on guard, lest

anyone take advantage of them. They might also fear that unless they are aggressive, they
must be passive or non-assertive. This need not be the case. The aggressive individual needs to
begin to trust themselves and their abilities to cope with differences or disagreements without
necessarily winning or always having their own way. The aggressive person is Entirely
motivated by their own self-interests.

o Assertive skills allow individuals to achieve results. This helps people to be clear on what they want
and to pursue goals in a positive way without demeaning the other person. These skills allow one to
be strong in their views while remaining open to other viewpoints and alternatives. The aggressive
person need not become more passive. Assertiveness will allow positive parts of aggressive
behavior to be continued without the negative consequences of aggressiveness. The result can be
strong expression with corresponding effectiveness.

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NON-ASSERTIVE INDIVIDUALS

o Need to learn skills that will allow respect for others to be communicated without a diminishing
of one's self, ideas or position. This may also require a revision of some basic beliefs. The non-
assertive person feels that they must be condescending to others or overly respectful of the
other person's rights at the expense of their own. They fear their behavior may be taken as
aggressive unless they act in a non-assertive manner.

o Assertiveness is never aggressiveness. The non-assertive individual needs to begin to believe

that others can accept and deal with disagreements and candor. The rights possessed by
individuals can be acted upon without being offensive to the other. The non-assertive individual
must begin to believe that helpfulness at the expense of self may not be helpful at all.

ASSERTIVE SKILLS

o Allow individuals to achieve results. They help individuals to be clear on

o What they want and to act in a positive way without diminishing self. They allow a person to be
sensitive to other individual's viewpoints and positions without diminishing their own ideas and
alternatives. Non-assertive persons need not become more aggressive.
o Assertive skills will allow the positive aspect of non-assertive behavior to be continued
without the negative consequences of passiveness. The result can be caring about the other
with corresponding effectiveness.
o Assertive individuals are respectful to others as well as to themselves
o They make a strong impression without negative impact on others
o Assertive behavior enables a person to deal with negative and or passive responses
o The assertive individual is seen as a person who can be independent or dependent
o The assertive individual relies on others without loss of self-esteem

SUMMARIZING ASSERTIVE BEHAVIOR

 Assertive behavior is the only way to defuse aggressive behavior
 It lessens heavy feelings when dealings with passive people It
develops the possibility of receiving assertive responses Assertive
behavior helps you get what you want and need
 It increases self-worth, self-esteem and self-confidence
 The assertive individual shares control and responsibility with other
 Assertive people have better problem-solving abilities
 They feel good about themselves and others
 They increase the probability of workable solutions and effective decisions
 They produce more good ideas, opinions and feelings Fatigue in aviation is
recognized as a serious safety concern. Fatigue poses a threat to the principles of
CRM and induces human error. Human error is a contributing factor in 80% of all
aviation accidents.

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FATIGUE
The Danger of fatigue

o Person may be of the opinion that because they can stay awake for extended periods of time,
they escape the adverse effects of fatigue. This is not the case. Fatigue is insidious;
individuals cannot readily feel the onset of fatigue. The fatigued person may not be aware of
it's gradual and cumulative effects and consequently, may be unaware that their
performance has become degraded. The fatigued pilot may not easily accept an assessment
of their degraded performance or be able to improve their performance despite increased
effort.

o Fatigued are less vigilant, more willing to accept below par performance, and show signs of
poor judgment. They may find it increasingly difficult to make decisions; they may have to
recheck information several times as a result of an impaired memory or inability to process
information. Alertness and reactions times are decreased. Irritability and mood swings easily
block communication and hamper CRM principles.
o The NASA-Ames studies show that a person who goes without sleep for 18 - 20 hours
experiences the same effects as if they had had two or three beers. They are euphoric,
punchy, display decreased response time and motor control skills, segmented from their
surroundings, and impaired thinking
o The main causes of fatigue are
o The disturbance of circadian rhythms
o Continuous wakefulness
o Cumulative sleep loss
o Circadian Rhythms
o The aviation industry maintains a schedule that is 24 hours a day, 7 days a week. Humans
operate on a different schedule, a circadian rhythm, which can conflict with a crew member's
required work periods. This clash of schedules can affect pilot
o Performance, behavior and attitude. There are two circadian low periods where an individual
will experience increased sleepiness - between 3 and 5 0'clock both a.m. And
p.m. A combination of the circadian low period and fatigue could reduce pilot performance
by up to 35%.

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FATIGUE Consuming too much physical or mental energy causes fatigue. It is the bodies' way of
saying that

There is a need for the individual to restore, and replenish their energy. Fatigue can be attributed
to many of the following factors:
Physical activity
Mental activity
Delayed sleep
Sleep deprivation
State of health
Long hours.
Working during normal sleep hours.
Working on rotating shifts and schedules.
Monotonous/repetitive tasks.
Whether cabin crew or flight crew, many of these factors apply to cabin crews professional lives, And
can affect performance. Crewmembers should be aware of the symptoms of fatigue. The Following is
a list of some of the symptoms and effects of fatigue:
Diminished perception (vision, hearing...) and lack of awareness.

Reduction in motor skills, causing slow reaction, reduced coordination.

Reduction in short term memory. Mood changes - depressed, elated, energetic
Channeled concentration - fixating on a single issue, and inability to maintain an overview
Easily distracted

Poor judgment and decision making, leading to increased mistakes. Diminished standards. Sleep and
rest is essential to combat fatigue. There are also other factors that can reduce the effects of
fatigue:
Fatigue and physical activity - Regular physical activity of moderate intensity increases resistance
to both stress and fatigue. However, too much physical activity before departure is tiring
Balanced meals - Try to avoid meals that are high in sugar or fat, either before a flight or onboard
the aircraft
A healthy Lifestyle - Do not drink alcohol or drugs. Refrain from smoking.

During a flight, particularly on a long haul night flight, serving the breakfast before landing can
Require some extra effort.

This is the time when the cabin is noisy, the window shades go up (when the sunlight is blinding!),
passengers start to walk in the aisles as soon as the carts are moved into the aisles, or there are
many passengers waiting near the toilets, this can be particularly annoying when the toilets are near
the galley!

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It is easy to become irritated. If crewmembers are irritated, their attitudes towards passengers and
colleagues may change. It is important to recognize fatigue, and accept it. Crewmembers should also
remain professional, calm, collected and efficient.

SUMMARY

Each individual can manage the factors that affect performance. To summarize factors that affect
performance:
Manage conflict: Listen and propose a safe solution. Involve the crew and refer to the captain
Under stressful situations: Go back to basics, and use all available resources. Refer to
documented procedures.
Adapt your lifestyle: Eat a well-balanced healthy diet, exercise regularly, and sleep!

ERROR MANAGEMENT
"It is the nature of man to err", accords to the roman philosopher Cicero some two thousand years
ago!!
Error has been defined as follows:
"Error will be taken as a generic term to encompass all those occasions in which a planned sequence of
mental or physical activities fails to achieve its intended outcome, and when these failures cannot be
attributed to the intervention of some chance agency",
(Source "Human error" by Professor James Reason.)

CRM addresses errors in two ways:

Detecting an error in the early stages, and correcting or controlling it
Reducing the possibility of error.
Part of the human condition is to make errors, no matter who the person is:
Everyone has made an error at one time or another. Errors are made when the individual's actions
deviate from their intentions, or if the intention is not appropriate. Therefore, an error by nature is
never intentional.
The most common errors are slips, lapses and mistakes:
 Slips: When the intended action does not go as planned (for example, taking the
wrong train or bus)
 Lapses: Occur due to forgetfulness, or a lack of attention (for example, forgetting
to arm/disarm the aircraft doors)
 Mistakes: Occur when there is fault in the plan or the intention, and the individual
believes that their action is correct, when in fact it is wrong (for example, seeing
smoke coming from a coffeemaker, and turning the wrong coffeemaker off).

Part of cabin crewmember training is to learn from errors. Using the mockups, to create realistic
exercises for cabin crewmembers, provides the crewmembers with the opportunity to learn from their
errors, without suffering from the consequences of committing the same error onboard the aircraft.

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Making an error during an evacuation exercise in a mock-up, is not as serious as making the same
mistake in reality. For example, during an evacuation exercise the crewmember may not assess
conditions properly and may open the aircraft door, only to realize that there is "fire" outside the exit.
The same gesture in a real emergency situation could have disastrous results. Cabin crew instructors
should be aware that errors made during training exercises should be treated as a learning experience,
as opposed to a criticism of individual performance.

The use of scenarios or accident analysis, where errors have occurred, is probably the most effective
method to learn how to detect and prevent future errors.
Experienced personnel can occasionally make errors. The errors they make are different from the Errors
made by novices: Some errors made by experienced personnel stem from complacency.

Benefit from them!! Life is a learning process, each person can learn a lot from their own mistakes, and
the mistakes of others. The aim is to learn from errors, and adapt behavior to avoid repeating the same
error.
The downside of making errors is that every action has a reaction
The effects of an error depend on the situation, and the context in which it occurs.
For example, a cabin crewmember forgets to disarm the door for arrival that could provoke
Inadvertent slide deployment, which in turn (depending on the context), could cause:
Flight delay I cancellation
Offloading of passengers
Serious injury to someone on the ground.

SLEEP
Having discussed the effects of conflicts and stress on performance, this section focuses on the
Effects of sleep deprivation on individual performances. Sleep deprivation is lacking sleep, whilst
fatigue is due to consuming our mental or physical Resources. Both alter vigilance in a complex way.
The need for sleep varies amongst individuals: Some people need more sleep than others.
90% of. People sleep between 6 and 9 hours
 Each individual has their own sleeping pattern
 Sleeping patterns may change, or vary, according to health and age
 Identifying and respecting your sleep pattern are conditions for good performance.
Individuals know their own sleep requirement, and how much sleep they will need in order to be
Refreshed. However, if the amount of sleep has not been sufficient, particularly over a few days, the
individual will build up a 'sleep deficit' that will need to be recovered; otherwise it will affect the
level of performance.

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Stress

 Stress is an automatic response to a perturbing situation.

 Stress is a vital adaptation mechanism, as it mobilizes resources against any kind of
aggression agent
 Stress is not only a physical reaction but also an emotional one.
 A stressful situation can either be unexpected (for example, an emergency), or
anticipated (for example, when you know in advance that you will have an overbooked
flight, and therefore, difficult passengers).
Stress can be either good or bad: It is a question of intensity. Moderate stress improves
performance, and enables people to adapt to situations. However, when the level of stress is
beyond the individual's capacity, stress may then become a problem, and result in poor
performance.

Have you ever felt like this?

The environment itself does not cause stress, but rather by the way individuals interpret their
environment and their perception of a situation. The response to stress is automatic; however, the
way individuals react to stress is related to their perception of their ability to cope.
This section aims to advice crewmembers how to recognize, prevent, and cope with stress,
and how to reduce the warning signs within one, and other crewmembers.
The following types of stress affect people:
 Acute Stress: comes from the pressure of managing a situation in the immediate past,
present or near future. Acute stress can be exciting and thrilling in limited amounts, for a
short period of time. However, too much acute stress can be exhausting. People are
immediately aware of acute stress because it is new, a sudden surge.
 Chronic Stress : is an accumulation of pressure and demands that build up over a long period
of time. The danger of chronic stress is that it is difficult to identify the symptoms because it
is old, familiar and easy to get used to. This may lead to a sense of hopelessness, and
fatalistic helplessness. Over a period of time, chronic stress can deplete physical and mental
resources, and can pose serious health risks (heart attack, stroke, cancer and suicide).
 Anxiety or Anticipatory Stress. is in anticipation of an event that may be viewed as
dangerous or unpleasant, that the person has no control over. Anxiety may be real or
imaginary. Reactions to anxiety may vary from mild discomfort, to intense anguish and the
impression of immediate death. Intense anxiety can cause an intense stress reaction, with all
the affects of stress. The following are some of the symptoms and affects of stress:
 Physiological Symptoms: Dryness of mouth, sweating
 Cognitive effects: Lack of concentration, forgetfulness, indecision

 Health effects: Insomnia, nausea, headaches diarrhea.

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 Behavioral Symptoms: Restlessness, nervous laughter, change in appetite, excessive

drinking
 Subjective effects: Depression, mood swings, irritability, anxiety.
Onboard the aircraft, the obvious source of stress would be dealing with any kind of
emergency Situation. However, there are many kinds of stressful situations or events, also
called stressors:

 Mental Stressors: Stress rises when you are under pressure, particularly time pressure. This
type of stress can be increased when you feel you are lacking the knowledge, or the Skills
required to cope with the situation
 Physical Stressors; Noise, light, vibration, pain, illness, fatigue.
 Professional Stress Adverse working environment, airline mergers, strikes, and Professional
stressors. Professional stressors individual also has private life stressors
Conditions, bad working salary problems are all may be intensified if the
 Social Stress Conflicts with passengers, colleagues, or even management
 Private life Stress: Divorce, death, illness, change of life conditions or environment.

Even positive events such as a birth or marriage can be stressors.

When stress has been recognized, the tendency is to respond in one of two ways: Defensive or
coping.

A defensive reaction to stress would be to take alcohol or medication, denying that there is a
problem, "when someone is in denial", or quite simply blaming someone else. A defensive
reaction is only alleviating the symptoms of stress, not the actual cause.
Coping with stress is dealing directly with the source of the stress, as opposed to the symptoms.
Strategies for coping with stress could be, facing a problem directly, delegating workload, and
prioritizing tasks. Coping with stress requires assessing a situation, adjusting to a situation, or
changing a situation.
However, there are ways to help manage stress. Stress is a part of life that cannot be avoided.
Whether work related, personal or outside the control of the individual, stress can affect how a
person thinks and performs. Therefore, it is important to effectively manage stress. A good healthy
lifestyle, a positive outlook, support from family, friends and peers are all valuable tools that help
build confidence and resistance to stress.

Performing the following may help to relieve stress

o Sufficient sleep and a well balanced diet, particularly on stopovers, must be Organized
around the need for rest and depression.
o Talk to someone - a friend, or colleague
o Relaxation exercises, breathing exercises

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o Tai Chi, yoga or stretching is an excellent way to integrate physical and mental wellbeing
o Learn to say no, to avoid overloading yourself
o Does something that makes you feel good?
o Laugh!

COPING WITH EVERYDAY STRESS

The cabin environment can be somewhat hectic at times, particularly when things do not go
According to plan. For example, if an oven is broken, and the service starts 'falling apart' and things
seem to be going from bad to worse. Well, the good news is when you work as part of a crew you are
not alone !! However , you can do the following:

Accept the situation

Go back to basics; trust your skills and knowledge.
Stick to documented procedures • Use all available resources, ask for help, and say that you
are stressed
You are not alone, trust and have confidence in your colleagues
Keep your sense of humor.
Remain in control of yourself, and keep as cool as possible. This will help maintain a calm
atmosphere, and good working conditions in the cabin. In the event of an.

STRESS DURING EMERGENCIES

In abnormal / emergency situation, staying calm will help to prevent passengers from panicking.
Panic is contagious, particularly onboard an aircraft.
It is important to remember your primary task, and focus your attention on executing it 'step by
Step'. If danger is present, do not attempt to conceal it. Face the problem using all available
resources, and always ask for help.
Stress can also be managed at crew level: You are part of a crew, and as such you have fellow Crew
members, a Purser and a Captain that you can rely on. Cabin crewmembers should remember that
they are also a resource for the others
During an emergency situation, it is normal for cabin crewmembers to feel stressed. Reports have
shown that crewmembers have not always remembered emergency procedures, or have not
adhered to procedures due to stress. In some cases, the actions of the cabin crewmembers have
contributed to an increase in the number of passenger injuries.
The following is an extract from an accident report that gives a very clear example of the kind
of actions that can happen under stress:
o "A DC-IO with 186 passengers and a crew of 15 overran the departure end of the runway at
Los Angeles, California, on March 1, 1978. When the airplane departed the runway, the left
main gear failed, causing the fuel tank to rupture. There was a significant fire and an
evacuation was initiated. When the airplane stopped two flight attendants who had 1 8
years and 4 years’ experience respectively, seated at the L-1 exit unsuccessfully attempted to
open the exit. The door was eventually opened with the selector handle in the "disarmed

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“position, and the slide remained in the container on the door. The flight attendant at R-3,
with 18 years’ experience, stated that she "automatically" disarmed the slide before opening
the exit. She realized what she had done, rearmed the exit and opened the door. Another
flight attendant with 21 years’ experience at L-4, stated that "My first reaction, I just zeroed in
on the panel, and the thing I saw was the disarming handle. I disarmed the slide. I realized
what I did. I jammed it back in. " The door opened and the slide inflated".
o As demonstrated in this extract, there is a risk that behavior reverts to automatic
reactions. Under Conditions of stress. However, the cabin crewmembers in the above
extract, realized their error and rectified it.

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TABLE OF CONTENTS

SECTION 1 APPLICABILITY………………………………………….……………
- General philosophy
- Definition
- Legal basis
- Shipper’s responsibility
- Operator’s responsibility
- Training requirements
- Designated postal operators
- Dangerous goods security
- Information to shippers
- Information to passengers
SECTION 2 – LIMITATIONS……………………………………………………..……..
- General
- Acceptable dangerous goods
- Forbidden dangerous goods
- Recognition of hidden dangerous goods
- Dangerous goods carried by passengers and crew
- Dangerous goods in air mail
- Dangerous goods in operator's property
- Dangerous goods in excepted quantities
- State and operator variations
SECTION 3 – CLASSIFICATION…………………………………..……………………
- General principles
- Complete list of classes and divisions
SECTION 4 - LABELING AND MARKING ……………………………………..…….
- General
- Marking
- Labeling

SECTION 5 - DANGEROUS GOODS EMERGENCY……………………………….

- Introduction

- Dangerous Goods Emergency Response Information

- Incidents and Accidents

- Reporting of Undeclared or Mis-declared Dangerous Goods

- Dangerous goods emergency response chart (ground incidents)
- IATA Dangerous Goods Occurrence Report

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INTRODUCTION

IATA Dangerous Goods Regulations

This training is for the Cabin Crew; Passenger
Handling Personnel; Security Screening
Personnel (Categories 9, 11 and 12 IATA DGR
Table 1.5A). This manual is designed to be used
in conjunction with the IATA DGR to familiarize
you with the various sections and how to apply
them.

It is based on the practical application of the IATA

DGR, which include all the requirements of the ICAO
Annex 18 and current edition of the ICAO Technical
Instructions.
(ICAO Technical Instructions – Doc. 9284-AN/905)

The SUDAN CIVIL AVIATION

AUTHORITY (SCAA) have been delegated full
authority be the state of Sudan.
It has adopted the standard codes issued by the
International Civil Aviation Organization (ICAO)
concerning the safe transport of dangerous goods.

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SECTION 1 — APPLICABILITY
By the end of this section, you will be able to:
Define dangerous goods;
 Identify the general principles applicable to the air transport of dangerous
goods.
 Know the responsibilities of shipper & operator when transporting DG.
 Describe the importance of dangerous goods training;
 Identify Dangerous goods Security.
1.0 Definition of Dangerous Goods
Dangerous goods are articles or substances which are capable of posing a risk to health, safety,
property or the environment and which are shown in the list of dangerous goods in these Regulations
or which are classified according to these Regulations.
1.1 Basis of the Regulations

1.1.1 The UN Committee of Experts (CoE) develops recommended

procedures for the transport of all types of dangerous goods except
radioactive materials. These procedures, applicable to all modes of transport,
are published in the Recommendations on the Transport of Dangerous
Goods.

1.1.2 The International Atomic Energy Agency (IAEA) develops

recommended procedures for the safe transport of radioactive materials. These
procedures are published in the Regulations for the Safe Transport of
Radioactive Material (IAEA TS-R-1). The requirements of these regulations as
they pertain to air transport are reflected in Section 10.

1.1.3 The International Civil Aviation Organization (ICAO) has used

these recommendations as the basis for developing the regulations for the
safe transport of dangerous goods by air. The ICAO regulations are codified
in Annex 18 to the Convention on International Civil Aviation and in its
Technical Instructions for the Safe Transport of Dangerous Goods by Air
(Doc 9284-AN/905 as amended) (Technical Instructions).

1.1.4 The IATA Dangerous Goods Regulations (the Regulations) contain all of
the requirements of the Technical Instructions. IATA has included additional
requirements, which are more restrictive than the Technical Instructions and
reflect industry standard practices or operational considerations. These are
identified by the symbol ―‖ in the margin.

1.1.5 Sudan Civil Aviation Authority Regulations for Dangerous Goods SUCAR
Part 18, SCAP Part 11 and Sudan Safety ACT 2010 Article 49 and 50.

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1.2 Application of these Regulations

1.2.1 Applicability
The IATA Dangerous Goods Regulations are applicable to:
• All airlines which are Members or Associate Members of IATA;
• All airlines which are party to the IATA Multilateral Interline Traffic Agreement —
Cargo; and
• All shippers and agents that offer consignments of dangerous goods to these operators.

1.2.2 Exceptions

1.2.2.1 Except for information provided to operator employees, as shown in 9.5.2, the provisions
of these Regulations do not apply to dangerous goods carried on an aircraft where the dangerous
goods are:

(a) To provide medical aid to a patient during flight when those dangerous goods:
1. Have been placed on board with the approval of the operator; or
2. Form part of the permanent equipment of the aircraft when it has been adapted for
specialized use; providing that;
3. Gas cylinders have been manufactured specifically for the purpose of containing and
transporting that particular gas;
4. Equipment containing wet cell batteries is kept and, when necessary secured, in an upright
position to prevent spillage of the electrolyte.

1.2.2.2 Dangerous Goods Packages opened by customs and other Authorities

Any package opened during an inspection must, before being forwarded to the consignee, be
restored by qualified persons to condition, which complies with these regulation.

1.3 Shipper's Responsibilities

Shipper must comply fully with the IATA DGR when a consignment of dangerous goods is
offered to an operator. Shipper must also comply with any regulations required by the state of
origin, transit and destination. For further details refer to IATA DGR 1.3.
1. Identified;
2. Classified;
3. Packed;
4. Marked;
5. Labeled;
Documented.

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1.4 Operator's Responsibilities

When accepting cargo for transportation by air it is the operator’s cargo acceptance staff
that has the responsibility to ensure, as far as possible, that the consignment does not
contain dangerous goods unless shipper has prepared the shipment of dangerous goods
in accordance with the Regulations. A checklist must be used to accept declared
dangerous goods consignments, the eight responsibilities for an operator IATA DGR
1.4.1
1. Acceptance;
2. Storage;
3. Loading;
4. Inspection;
5. Provision of Information, including emergency response information;
6. Reporting;
7. Retention of Records;
8. Training.

1.5 Training Requirements

Initial & Recurrent Training
1.5.1 The successful application of regulations concerning the transport of dangerous goods and
the achievement of their objectives are greatly dependent on the appreciation by all individuals
concerned of the risks involved and on a detailed understanding of the Regulations. This can only
be achieved by properly planned and maintained initial and recurrent training programmes for all
persons concerned in the transport of dangerous goods.

1.5.2 Training must be provided or verified upon the employment of personnel identified in the
categories specified in Table 1.5.A.

1.5.3 All categories of staff involved in the movement of dangerous goods by air are legally
required to have mandated job-specific training. Training must be provided or verified when an
employer hires an individual who will be involved in the movement of dangerous goods.
Refresher or recurrent training must be received within 24 months of previous dangerous goods
training to make sure that the staff’s knowledge is up to date.

1.5.4 A test must be undertaken following dangerous goods training to verify understanding of
the regulations. Confirmation is required of successful completion of the test.

1.5.5 A record of training must be maintained by the employer which must show the name of
each individual trained, the date of the most recent training, and description of the training and
the name and address of the organization providing this training.

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TABLE 1.5.A Minimum Requirements for Training Curricula

(1.5.2)

Aspects of transport of dangerous goods by air Shippers Freight Operators and ground Security
with which they should be familiar, as a & Forwarders screeners
handling agents
packers
minimum
1 2 3 4 5 6 7 8 9 10 11 12
General philosophy            
Limitations           
General requirements for shippers   
Classification     
List of dangerous goods     
General packing requirements    
Packing instructions    
Labeling and marking            
Shipper's Declaration and other relevant
    
documentation
Acceptance procedures 
Recognition of Undeclared Dangerous Goods            
Storage and loading procedures    
Pilots' notification   
Provisions for passengers and crew            
Emergency procedures            

KEY
1. Shippers and persons undertaking the responsibilities of shippers', including operator's staff acting
as shippers, operator's staff preparing dangerous goods as Company Materials (COMAT)
2. Packers
3. Staff of freight forwarders involved in processing dangerous goods
4. Staff of freight forwarders involved in processing cargo, mail or stores (other than dangerous
goods)
5. Staff of freight forwarders involved in the handling, storage and loading of cargo, mail or stores
6. Operator's and ground handling agent's staff accepting dangerous goods
7. Operator's and ground handling agent's staff accepting cargo, mail or stores (other than dangerous
goods)
8. Operator's and ground handling agent's staff involved in the handling, storage and loading of
cargo, mail or stores and baggage
9. Passenger handling staff
10. Flight crew members, load planners and Flight Operations Officer/Flight Dispatcher
11. Crew members, loadmasters (other than flight crew members)
Security staff who deal with the screening of passengers and their baggage and cargo, mail or stores, e.g.
security screeners, their supervisors and staff involved in implementing security procedures.

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Refer IATA DGR Table 1.5B & 1.5C for minimum requirements for training curricula for ―No
Carry‖ operator (Category 13 to 17) and for postal operator’s.

1.6 Adequate instruction for shipping section II Lithium Batteries

1.6.1 At a minimum an employer should consider the following as being adequate
instructions: a. Classification of lithium batteries.
b. Documentation of lithium batteries.
c. Written work instructions.
d. Instructions records including dates.
e. Refresher instructions very 2 years.
f. Review of logistics including mode of transport.

1.7 Dangerous Goods Security

Annex 17 provides comprehensive requirements for implementation of security measures
by States to prevent unlawful interference with civil aviation or when such interference
has been committed. In addition, the Security Manual for Safeguarding Civil Aviation
against Acts of Unlawful Interference (Doc 8973 - Restricted) provides procedures and
guidance on aspects of aviation security and is intended to assist States in the
implementation of their respective national civil aviation security programmes.
All persons engaged in the transport of DGR should consider security requirement for the DGR
commensurate with their responsibilities.
For further details refer IATA DGR 1.6.

Exercise -1
Category 9 personnel need to be trained in aspects of transport of DGR.
Apart from covering:
a) General philosophy
b) Limitations
c) Labelling and Marking
What else must be covered as a minimum?

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1.8 INFORMATION TO PASSENGERS

What about informing passengers of the Regulations?
It is not practical to give our passengers individual training on the Regulations. However, we can
and must bring to their attention an awareness of what must not be carried aboard an aircraft,
either as checked baggage or as carry-on articles.
Information must be provided to passengers about the type of dangerous goods which they are
forbidden from transporting aboard an aircraft. As a minimum, this information must consist of:
- information with the passenger ticket or made available in another manner such that prior
to or during the check-in process, the passenger receives the information;
- notices warning passengers as to the type of dangerous goods which are forbidden for
transport aboard an aircraft are:
 prominently displayed in sufficient number at each of the places at an airport
where tickets are issued, and where passengers check in, in aircraft boarding
areas and in baggage claim areas; and

- Notices clearly displayed at any other location where passengers are checked in.
Summary & Key Learning Point
• Dangerous goods are articles and substances capable of posing a risk to health, safety,
property or the environment.
• IATA DGR is field document based on the ICAO Technical Instructions and Annex18.
• Shippers are responsible for identification, classification, packing, marking, labelling and
documentation of dangerous goods (IATA ref. 1.3.2.c).
• Operators are responsible for acceptance, storage, loading, inspection, provision of
information, reporting, retention of records and training.
• Initial and recurrent trainings are mandatory.
• Dangerous goods security requirements are mandatory and be implemented by operators,
shippers, and others engaged in the transport of dangerous goods.
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SECTION 2 — LIMITATIONS
By the end of this section, you will be able to:
Identify Dangerous Goods that are:
• Forbidden for air transport
• Hidden dangerous goods
• Permitted as cargo under the Regulations
• Excepted from the Regulations

 Apply the principles for:

• Dangerous Goods in Excepted Quantities
• Dangerous Goods in Limited Quantities
Identify State and Operator Variations
2.0 General
What is a Limitation?
Some dangerous goods are too dangerous to be carried by aircraft, others may be carried on cargo
aircraft only and some are acceptable on both cargo and passenger aircraft.
2.1 ACCEPTABLE DANGEROUS GOODS
What are considered ―acceptable‖ dangerous goods?
A great many dangerous goods may be carried on aircraft as cargo provided they are properly
prepared for transport in accordance with the Regulations. The List of Dangerous Goods (DGR
4.2) itemizes the most commonly shipped dangerous goods by name, and indicates the maximum
quantity of such goods permitted per package on Passenger and/or Cargo Aircraft. Those
dangerous goods that are restricted to all cargo aircraft are either in larger quantities or are
forbidden on passenger aircraft. Generally, however, they are not permitted in passenger or crew
checked baggage or as carry-on articles. Items forbidden as baggage may be acceptable as cargo
provided the article or substance is prepared in compliance with all the provisions of the
Regulations.

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2.2 Forbidden Dangerous Goods

Are there any dangerous goods that are completely forbidden for air transport?
Some dangerous goods are considered to be too hazardous for transport by air under any
circumstances.
Substances or articles which, as presented for transport, are liable to explode, dangerously react,
produce a flame or dangerous evolution of heat or dangerous emission of toxic, corrosive or
flammable gases or vapours under conditions normally encountered in transport must not be
carried on aircraft under any circumstance.

Exercise -2
1. List the three main types of dangerous goods?
a. ………………………….
b. …………………………
c. …………………………
2.3 Recognition of Undeclared Dangerous Goods (Hidden Dangerous
Goods)
What are Hidden Dangerous Goods?
These are goods which are tendered and declared under a general description which may contain
hazardous articles that are not apparent. Such articles may also be found in baggage.
[

With the aim of preventing undeclared dangerous goods from being loaded on an aircraft and
passengers from taking on board those dangerous goods which they are not permitted to have
in their baggage, cargo and passengers about the contents of any item of cargo or baggage
where there are suspicions that it may contain dangerous goods.
Are all dangerous goods easily identified?
No. It is essential therefore that awareness and vigilance are maintained at all times when
examining and accepting baggage, or in the case of flight attendants, assisting in the stowage of
carry-on baggage in the cabin prior to flight. Great care should be taken to ensure that no
dangerous goods are carried on board the aircraft as baggage.
Remember, the passenger or crew member may not be aware that their items are considered
dangerous goods, and are not permitted.
Confirmation should be sought from a passenger about the contents of any item where they are
suspicions that it may contain dangerous goods.

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2.4 Dangerous Goods Carried by Passengers or Crew

2.4.1 Dangerous goods, including excepted packages of radioactive material, must not be carried
by passengers or crew:
• as or in checked baggage;
• as or in carry-on baggage; or
• on their person;
2.4.2 Notwithstanding any additional restrictions that may be implemented by States in the
interests of aviation security, except for the incident reporting requirements of 9.6.2, the
provisions of these Regulations do not apply to 2.3.4 to 2.3.5 when carried by passengers or crew
members or in baggage transported by the operator which has been separated from its owner
during transit (e.g. lost baggage or improperly routed baggage).

 ELECTRONIC CIGARETTE
an electronic cigarette, or e-cigarette, is a smoking
simulation and/or cessation device that mimics
smoking. It is considered a Portable Electronic
Device (PED) as most electronic cigarettes are powered by lithium batteries. Electronic,
simulated smoking materials include: electronic cigarettes, electronic cigars and electronic pipes.
Where the electronic cigarettes are powered by lithium batteries, the requirements of the IATA
Dangerous Goods Regulations (DGR), paragraphs 2.3.5.9 and 2.3.5.17 must be met. This
requires that spare lithium batteries and the electronic cigarettes must be carried in passenger
carry-on baggage. In addition, recharging of electronic cigarettes and/or batteries on board the
aircraft is not permitted. Electronic, simulated smoking materials (cigarettes, pipes, cigars)
should be prohibited from use by both passengers and crew at all times. Operators should not
permit the use of any item which could insinuate that smoking is permitted on board aircraft.

 Lithium Batteries — ICAO Council adopted the recommendation of the ICAO Air
Navigation Commission (ANC) that lithium ion batteries, UN 3480, Packing Instruction 965 only,
be forbidden, on an interim basis, as cargo on passenger aircraft. The prohibition does not apply to
lithium ion batteries packed with equipment or lithium ion batteries contained in equipment, UN
3481, Packing Instruction 966 and Packing Instruction 967 respectively.

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TABLE 2.4.A
Provisions for Dangerous Goods Carried by Passengers or Crew

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2.5 Transport of Dangerous Goods by Post

2.5.1 The Universal Postal Union Convention forbids the carriage of dangerous goods in mail except
as permitted in 2.4 Appropriate national authorities should ensure that the provisions of the UPU
Convention are complied with in relation to the transport of dangerous goods by air.
2.6 Dangerous Goods in Operator's Property
Some articles and substances classified as dangerous goods are required to be on board an aircraft
in accordance with the pertinent airworthiness requirements and operating regulations; or are
authorized by the State of the operator to meet special requirements. Examples of these are: life
rafts, life jackets, emergency escape slides, all of which contain cylinders of compressed gas and
may also contain other items such as first aid kits and flares.
a. Aircraft Equipment
b. Consumer Goods
c. Carbon Dioxide, Solid (Dry Ice)
d. Aircraft Spares
2.7 State and Operator Variations
• State variations that have been notified to ICAO or IATA.
• Where such variations are more restrictive than the provisions contained in these
Regulations.
2.7.1 State Variations
AEG (United Arab Emirates GCAA)
AEG 01 Transportation of dangerous goods to, from or within the UAE must be subject to
compliance with the Provisions of these Regulations and the UAE Civil Aviation Regulations.
Request for obtaining a copy of the UAE Civil Aviation Regulations can be applied online using
the GCAA official website, i.e. www.gcaa.ae.
2.7.2 Operator Variations
EK (Emirates Airlines)
EK-01 An emergency response contact number provided by the shipper must be inserted in the
Additional Handling Information box of the Shipper's Declaration for Dangerous Goods (see
8.1.6.11 and 10.8.3.11).

Exercise -3
Refer to table 2.3.A of the IATA DGR
1. Clinical thermometer (containing mercury) may be carried on the passenger> a. True
b. False
2. One small packet of matches may be carried in check-in baggage?
a. True
b. False
3. The pilot-in-command must be informed of the location of Dry Ice weight 2.5kg with
passenger?
a. True
b. False
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SECTION 3 — CLASSIFICATION
In this section, you will be to:
 Identify the nine classes of dangerous goods by their principle
criteria;
 Recognize the hazard labels for each classes of division of dangerous
goods;
 Identify and apply the principles of Packing Groups
3.1 Classifying Dangerous Goods

3.1.1 Dangerous goods are divided into 9 hazard groups called Classes.
• Classes 1,2,4,5 and 6 are broken down into “Divisions” due to hazard variation
within these classes.
• Classes are expressed by single-digit numbers. (Example Class 7).
• Divisions are expressed by 2-digit numbers. The first digit identifies the class
number and the second identifies the division number within that class.
(Example Class 1, Division 1 would be expressed as Division 1.1)
3.2 Hazard Classes

CLASS 1 Explosives
Division 1.1 REX Not permitted by Air

Division 1.2 REX Not permitted by Air

Division 1.3 1.3C (RCX) May be permitted on CAO

1.3F (REX) Not permitted by Air
1.3G (RGX) May be permitted on CAO
1.3H (REX) Not permitted by Air
1.3J (REX) Not permitted by Air
1.3K (REX) Not permitted by Air
1.3L (REX) Not permitted by Air
Division 1.4 1.4B (RXB) May be permitted on CAO
1.4C (RXC) May be permitted on CAO
1.4D (RXD) May be permitted on CAO
1.4E (RXE) May be permitted on CAO
1.4F (REX) Not permitted by Air
1.4G (RGX) May be permitted on CAO
1.4S (RXS) May be transported on
Passenger Aircraft and Cargo
Aircraft e.g. firework
Division 1.5 REX Not permitted by Air
Division 1.6 REX Not permitted by Air

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Division 1.6 REX Not permitted by Air

Class 2 Gases
Division 2.1 Flammable Gas (RFG)
Division 2.2 Non-Flammable, non-Toxic Gas (RNG)
Division 2.3 Toxic Gas (RPG)

Class 3 Flammable Liquids (RFL)

Class 4 Flammable Solids

Division 4.1 Flammable Solids (RFS)
Division 4.2 Spontaneously Combustible (RSC)
Dangerous When
Division 4.3 Wet (RFW)
Class 5 Oxidizing Substances & Organic Peroxides
Division 5.1 Oxidizer (ROX)
Division 5.2 Organic Peroxide (ROP)

Class 6 Toxic & Infectious Substances

Division 6.1 Toxic Substance (RPB)
Division 6.2 Infectious Substance (RIS)

Class 7 Radioactive Material

Category I (RRW) e.g. Cobalt 60
Category II (RRY) e.g. Iodine 132
Category III (RRY) e.g. Cesium 131
Class 8 Corrosives (RCM)
Class 9 Miscellaneous Dangerous Goods (RMD)
Dry Ice (ICE)
Polymeric Beads (RSB)
Magnetized Material (MAG)
Lithium ion Batteries (RLI)
Lithium Mattel Batteries (RLM)

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3.0.3 Packing Groups

3.0.3.1 Dangerous goods are assigned to the relevant packing group according to the degree of danger
they present:

• Packing Group I — High Danger

• Packing Group II — Medium Danger
• Packing Group III — Low Danger.

TABLE 3.3.A
Class 3 — Packing Group Assignment (3.3.2.2)

Packing Group * Flash Point (closed-cup) * Initial Boiling Point

I — ≤ 35°C
II < 23°C
> 35°C
III ≥ 23°C but ≤ 60°C

* INITIAL BOILING POINT the temperature at which the liquid under test first boils.

* FLASH POINT Is defined as the lowest temperature at which flammable vapour is given off a
liquid in a test vessel in sufficient concentration to be ignited in air when exposed momentarily to a
source of ignition. This does not mean the temperature at which a liquid ignites spontaneously.

Exercise -4

a) How many packing group of DGR?

a) Packing Group I ……………………………
b) Packing Group II …………………………..
c) Packing Group III ………………………….
b) The Radioactive marital is Class?
a) Class 3
b) Class 4.3
c) Class 7
c) The Flammable Liquid is Class?
a) Class 3
b) Class 4.3
c) Class 7

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COMPLETE LIST OF CLASSES AND DIVISIONS

Comments
Class/Division/Name Hazard
Description and/or
Cargo IMP Code Label
Examples
CLASS 1 – EXPLOSIVES
Division 1.1 Articles and
substances
having a mass
REX explosion hazard

Division 1.2
THESE
EXPLOSIVES
Articles and ARE
REX substances NORMALLY
having a FORBIDDEN
projection hazard FOR
CARRIAGE
BY
Division 1.3 Articles and AIR
RCX substances e.g. TNT,
RGX having a minor Dynamite or
Explosives which blast or projection Torpedoes
can be carried only hazard
in cargo Aircraft

Division 1.4
Articles and
REX
substances
Explosives which
which present no
can be carried only
significant hazard
in cargo Aircraft

Division 1.5
Very insensitive
substances
which have a
REX mass explosion
hazard

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Division 1.6
Extremely
insensitive
articles which do
REX not have a mass
explosion hazard

RXB
RXC
RXD Compatibility Group Assignment
RXE according to DGR Table 3.1.A, e.g.
RXG Distress signals, Fuse igniters

Note: Goods of Class 1 are assigned to one of six divisions AND to one of 13 compatibility groups which identify the
kinds of explosive articles and substances that are deemed compatible.
RXS Articles and e.g. Ammunition
It is only one substances for hand weapons,
Accepted to which present no for signal, Safety
transported in significant Fuses, some types
Passenger Aircraft hazard. Effect of Fireworks, etc.
from accidental
functioning is
confined within
the package.
CLASS 2 – GASES
Division 2.1 Any gas which, e.g. Butane,
Flammable gas when mixed with Hydrogen,
air in certain Propane,
proportions, Acetylene,
RFG forms a Lighters.
flammable
mixture.

Division 2.2 Any e.g. Carbon

Non-flammable nonflammable, dioxide, Neon, Fire
non-toxic gas nontoxic gas or extinguisher,
lowtemperature liquefied Nitrogen
RNG liquefied gas. or Helium.
RCL

Division 2.3 Gases known to Most toxic gases

Toxic gas be toxic or are forbidden for
corrosive to carriage by air;
RPG humans and some are
known to pose a permitted, e.g.
health risk. Aerosols of low
toxicity, Tear gas
devices.
CLASS 3 – FLAMMABLE LIQUIDS

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Class 3 Any liquid having e.g. Paint,

Flammable Liquid a closed cup Alcohols, some
flash point of Adhesives,
RFL 60°C or below Acetone, Petrol,
(DGR Appendix etc.
A).

CLASS 4 – FLAMMABLE SOLIDS

Division 4.1 Any solid e.g. Matches,
Flammable solid material, which Sulphur, Celluloid,
is readily Nitronaphthalene.
combustible, or Note: Some are
RFS may cause or self-reactive.
contribute to fire
through friction.

Division 4.2 Such substances e.g. White or

Spontaneously are liable to Yellow
Combustible spontaneous phosphorus,
heating or to Magnesium
heating up in diamide.
RSC contact with air
and then liable to
catch fire.

Division 4.3 Substances, e.g. Calcium

Dangerous When which, by carbide, Sodium.
Wet interaction with
water, are liable
to become
RFW spontaneously
flammable or to
give off
flammable gases.
CLASS 5 – OXIDIZING SUBSTANCE ; ORGANIC PEROXIDE
Division 5.1 A substance that Ammonium nitrate
Oxidizer yields oxygen fertilizer, Calcium
readily to chlorate,
stimulate the Bleaches.
ROX combustion of
other material.

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Division 5.2 An organic Tert-Butyl

Organic Peroxide material (liquid or hydroperoxide
solid) that can be listed in Appendix
ignited readily by C of DGR
external flame
and then burns
ROP
with an
accelerating rate:
some substance
react dangerous
with others
CLASS 6 –
TOXIC (POISONOUS) SUBSTANCE; INFECTIOUS
SUBSTANCE
Division 6.1 Liquids or solids, e.g. Arsenic,
Toxic substance which are Nicotine, Cyanide,
dangerous, if Pesticides,
inhaled, Strychnine. Some
RPB swallowed or are totally
absorbed through forbidden, e.g.
the skin. Bromoacetone.

Division 6.2 Substances e.g. Virus,

Infectious which are known Bacteria, such as
or reasonably HIV (AIDS),
expected to Rabies, some
RIS contain diagnostic
pathogens and specimens,
cause disease in biological products
humans or in and Medical and
animals. Clinical waste.

CLASS 7 – RADIOACTIVE MATERIAL

Class 7 Radioactive
Radioactive Material materials with Radionuclides
Category I — low radiation
White
or isotopes for
level on the medic or
package surface. industrial
RRW No transport
TI = 0 purposes, such
index indicated.
Low radiation strength as Cobalt 60,
Caesium 131
and Iodine 132

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Class 7 Radiation level

Radioactive Material higher than
Category II — Yellow Category I and a
transport index
RRY not exceeding 1.
TI = 0.1 – 1.0
High radiation strength

Class 7 Radiation level

Radioactive Material higher than
Category III — Yellow Category II
and/or a
RRY transport index
TI = 1.1 – 10 Very exceeding 1 but
high radiation
not more than 10.
strength

CLASS 8 – CORROSIVE
Class 8 A liquid or solid Battery acids,
Corrosive Material that will cause Sulphuric and
severe damage other acids,
RCM when in contact sodium
with living tissue
hydroxide,
or, in the case of
leakage will potassium
materially hydroxide,
damage or even Mercury
destroy other
goods or the
means of
transport.

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CLASS 9 – MISCELLANEOUS DANGEROUS GOODS

CLASS 9 Any substance, Asbestos, Garlic
MISCELLANEOUS which presents a Oil, Life
DANGEROUS danger during air Rafts, Internal
GOODS transportation Combustion
that, is not
Engine,
covered by other
classes. These Vehicles
RMD
include Aviation
regulated Carbon
dioxide, solid (dry
ice) has a
Carbon Dioxide, temperature of
solid 79°C. On
Dry Ice sublimation it
produces a gas
heavier than air
ICE which in an
enclosed area
and in larger
quantities can
lead to
suffocation.
Lithium ion Batteries These are either All RLI and RLM
class 9 ion or metal must be labeled
Cargo IMP Code batteries/ Cells with class 9 lithium
RLI battery
Lithium Mattel Hazard label and
Batteries CAO handling
class 9 Label except
Cargo IMP Code those packed with
RLM or contained in
equipment under
PAX A/C. All ELI
and ELM must
Be marked with
CAO
Handling label
except those
packed with or
contained in
equipment under
section II

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Exercise -5

d) Write the appropriate name following Class/Division numbers:

(a) Class 8 ………………………. . (b) Class 9 ……………………….

e) What do the following IMP codes represent?

(a) RFW ………………………
(b) RFG ………………………
f) Write the name of this Label?

…………………………………..

f) Give the appropriate Class or Division number and Cargo IMP for the following:
Class or Division Cargo IMP Code
Number

a) Toxic substance ___________________ __________________

b) Corrosive ___________________ __________________

c) Radioactive Material ___________________ _________________

d) Carbon dioxide, Solid ___________________ __________________

(Dry Ice)

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SECTION 4 — Marking and Labeling

4.1 MARKING

For each package and overpack containing dangerous goods that requires marking, the shipper must:
1. check that the required marking is applied in the correct locations on the package and that it meets
the quality and specification requirements of the Regulations;
2. ensure that where specification packaging is required, the specification markings are as specified;
3. remove or obliterate any irrelevant marking;
4. Ensure that all of the required markings have been applied when the package is presented to the
operator.
There are two types of markings:
1. Packaging use markings (P.U.M)
2. Package specification markings (P.S.M)
4.2 Packaging Use Marking (P.U.M)
These types of markings are always required when dangerous goods are transported in air. These
markings are such as the contact numbers, addresses of the shipper an d consignees,
Proper Shipping name and UN ID number etc.
Example:
1 package contains:
Proper shipping name : Paint
UN Number : UN 1263
Shipper’s name and address in full : MacLean Chemicals PLC.
8 Old Kent Road
London E.C.1, England
Consignee’s name and address : Chemimport
Wiesengrund 6
D-50667 Köln 40
Germany

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4.3 Package specification markings (P.S.M)

These packaging’s are subject to performance tests designed to ensure that the package design will not
lose any of their contents under normal transport conditions. The severity of the tests on a packaging
is dependent on the degree of danger of the intended contents. UN Specification packaging’s are
normally tested by an institute authorized by government authorities. They bear a UN specification
marking. Example of a UN Specification Marking:

= United Nations Packaging Symbol indicating that the package has been designed, tested and
manufactured according to the United Nations Specifications.
4G = The Packaging Type Code. ―4G‖ indicates a fiberboard box.
X = the packing group designator. ―X‖ identifies that the packaging has been tested for substances
in Packing
Group I, ―Y‖ for Packing Group II and ―Z‖ for Packing Group III.
10 = the maximum permitted gross weight, in kilograms, of the package.
S = Indicates the package is used to contain solids or inner packaging’s.
XX = Shows the year in which the package was manufactured, e.g.
―07‖. USA = Indicates the State authorizing the allocation of the
mark.
T7402 =Name or identification mark of the manufacturer.

5.4 Over pack

An overpack is an enclosure used by a single shipper to contain one or more packages to form one
handling unit for convenience of handling and stowage. Dangerous goods packages contained in an
overpack must be properly packed, marked, labeled and in proper condition as required by the
Regulations. The overpack must also be marked and labeled in accordance with the Regulations. A unit
load device is not included in this definition.
Examples of overpacks are:

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A strong outside fiberboard box or drum, a wooden box or barrel, or a metal barrel or drum.

4.5 LABELLING

Packages containing dangerous goods must be properly labeled to indicate their contents. There are two
types of labels:

Hazard Labels

Handling
Labels
4.5.1 Hazard Labels

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4.5.2 Handling Labels

In addition to hazard labels, handling labels are used to provide information on the proper handling
and stowage of packages of dangerous goods.

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Example of marking and labeling:

Exercise -6

a) What the name of handling labels?

…………….…… …………….……
b) How many types of labelling are there?
a) Hazard Labels
b) Hazard Labels and Handling Labels
c) Handling Labels
c) What the name of handling labels?

a) ……………………… b) …………….………

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SECTION 5 —Dangerous Goods Emergency Response

5.1 INTRODUCTION
Emergency procedures must be available wherever dangerous goods are handled. ICAO Annex 14 –
Aerodromes, Chapter 9 – Emergency and Other Services, requires that procedures be established by
airport authorities to deal with emergencies involving dangerous goods. In addition, requires that
operators provide information to flight crew and other employees, in the operator’s operations or other
appropriate manuals, on the action to be taken in the event of emergencies involving dangerous goods.
An example of emergency information for flight crew in relation to dangerous goods is the ICAO
publication Emergency Response Guidance for Aircraft Incidents Involving Dangerous Goods (Doc
9481-
AN/928), generally referred to as the ―red book‖.
Emergency response training is required for all categories of personnel, as specified in DGR Table 1.5.A.
The following basic procedures are given as an example.
It is important that you are familiar with your local requirements and are aware of all emergency contacts.

5.2 Legal Responsibilities

Both the operator and you have a legal responsibility to take all reasonable emergency measures to
reduce or eliminate any danger to public safety as soon as possible in circumstances that result or may
result from accidental release of dangerous goods. It is very important that the proper procedures be
applied.
5.3 Dangerous Goods Emergency Response Information
It is the responsibility of the operator to ensure that whenever dangerous goods are handled or
transported on board an aircraft that appropriate information is immediately available at all times for
use in emergency response to accidents and incidents. This information must be available to the pilot-
in command and can be provided by:

ICAO publication Emergency Response Guidance for

Aircraft Incidents Involving Dangerous Goods
(Doc 9481-AN/928), generally referred to as the ―red book.

5.4 General procedures

The general procedures are to be followed which comprises of the following:
Notify immediate supervisor first and get professional assistance
Identify the dangerous goods (if safe to do so)
Where safe to do so, isolate the package by removing other package or property
Avoid contact with the contents of the package

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Staff involved in such incidents should stay on site until their names are noted. If the contents
come in contact with your body or cloths:

Thoroughly wash off your body with plenty of water,

Remove contaminated clothing,
Do not eat or smoke
Keep hands away from eyes, mouth and nose,
Seek medical assistance.

5.5 Reporting of Incidents and Accidents

In the event of:
1. an aircraft accident; or
2. serious incident, where dangerous goods carried as cargo may be involved, the operator of the
aircraft carrying dangerous goods as cargo must provide information, without delay, to emergency
services responding to the accident or serious incident about the dangerous goods on board, as shown
on the information to the pilot-in-command. As soon as possible, the operator must also provide this
information to the appropriate authorities of the State of the Operator and the State in which the
accident or serious incident occurred.

5.6.2 Reporting of Undeclared or Mis-declared Dangerous Goods

An operator must report any occasion when undeclared or mis-declared dangerous goods are discovered
in cargo. Such a report must be made to the appropriate authorities of the State of the operator and the
State in which this occurred. An operator must also report any occasion when dangerous goods not
permitted under DGR Section 2.3 are discovered in passengers’ baggage. Such a report must be made to
the appropriate authority of the State in which this occurred.

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5.7 Dangerous Goods Emergency Response Chart (Ground Incidents)

Hazard Class / Dangerous Goods Hazard Description Immediate Action
Division and Class Minimize leakage and contact
Compatibility with other cargo

Group
1.3C Fire and minor blast hazard
1.3G and/or minor propulsive hazard
Explosives
(acceptable on • Notify Fire Department
1.4B , 1.4C , Cargo Aircraft only) Fire, but no other significant
1.4D , 1.4E , hazard • Guard against fire
1.4G

1.4S Explosives (safety) Small fire hazard

2.1 Flammable Gas Ignites when leaking High
2.2 Non-Flammable Gas pressure cylinder bursting • Notify Fire Department
2.2 Cryogenic Liquid Sub cooling • Guard against fire
2.3
• Evacuate goods – ventilate
Toxic Gas (acceptable on High pressure cylinder area
Cargo Aircraft only) bursting and toxic • Keep away minimum 25 m
inhalation
3 Flammable Liquid Gives off flammable vapour
• Notify Fire Department
4.1 Flammable Solid Combustible, contributes to fire
4.2 Spontaneously Ignites in contact with air • Guard against fire
4.3 Combustible Ignites in Contact • Do NOT use water under any
Dangerous when wet with water circumstances
5.1 Oxidizer Ignites combustibles on contact • Notify Fire Department
5.2 Organic Peroxide Reacts violently with other • Guard against fire
substances
• Do NOT use water

6.1 Toxic Substance Harmful if swallowed, inhaled or

in contact with skin Causes
6.2 Infectious Substance disease in Humans and Animals • Isolate area
• Obtain qualified assistance
Do NOT touch
• Keep away minimum 25 m
7 Cat I Radioactive – White Radiation hazards and harmful to
7 Cat II/III Radioactive – Yellow health
8 Corrosive Hazardous to skin and • Notify Fire
metal Department
• Guard against fire
• Avoid contact with skin
9 Polymeric Beads Evolves small quantities of • Avoid contact with skin
Magnetized Material flammable gas
• No immediate action
Carbon dioxide, solid Affects navigation system required
(Dry Ice) Causes sub
Miscellaneous cooling/suffocation Hazards not
Dangerous covered by other classes
Goods

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5.8 IATA Dangerous Goods Occurrence Report Form

The form shown below as per IATA DGR figure 9.6.A is a standard form which is in use in many
parts of the world and may be used where the reporting format has not been specified by the
appropriate authority. In addition it is recommended that this format be used when reporting incidents
to another operator.

Dangerous Goods Occurrence Report

The initial report must contain all the information known at the time it is complied, including:
• The date, location, flight number and flight date (when these are applicable)
• The reference number of the air waybill, pouch, baggage tag, ticket…etc.
• A description of the goods, including the proper shipping name and un number (when
applicable), class/division and any subsidiary risk;
• The type of packaging and the packaging specification marking (when these are
applicable) and quantity involved;
• The name and address of shi pper, passenger, etc…
• The suspected cause of the accident or incident;
• The action taken, if any;
• Any other reporting action taken;
• Any other relevant details;
• The name, title, address and contact number of the person making the report. Copies of
the
relevant documents and any photographs taken must be attached to the report.

IATA DGR 9.6.1 requires that an operator report dangerous goods accidents and incidents to the
appropriate authority of the State of the operator and the State in which the accident or incident occurred.

Note:
Individual States may require other reporting formats and carriers must ensure that they follow local
national protocols as appropriate.

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