WIZZ AIR

CABIN ATTENDANT SERVICE MANUAL

HUNGARY

Revision 07 | JUNE 2022 | Wizz Air

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Approval page

Wizz Air
24 June 2022
Revision #07

Edited by: Name: Signature: Date:

Inflight Service
Monika Ignaszak 24/05/2022
Manager

Approved by: Name: Signature: Date:

Nominated person
Head of Flight Bella Szegedi 24/05/2022
Operations

Approved by: Name: Signature: Date:

Head of Cabin
Karina Voinea 24/05/2022
Operations

Date of effectivity: 24/06/2022

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Record of revisions

Revision number Issue date Date filed Initials

REV 00 09/03/2015
REV 01 22/11/2015
REV 02 23/01/2017
REV 03 28/02/2018
REV 04 01/01/2019
REV 05 12/06/2020
REV 06 11/08/2021
REV 07 24/06/2022

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Table of contents

Approval page ..................................................................................................... 2

List of effective pages ............................................................................................ 3
Record of revisions ................................................................................................ 4
Table of contents .................................................................................................. 5
Index for CASM ..................................................................................................... 8

1 Introduction ....................................................................................................9

2 Inflight Service and Customer Experience Specialists Team..........................10

2.1 Customer Experience Specialists Team composition ........................................... 10
2.2 Position and names in the Service Team ........................................................... 12
2.2.1 Customer Experience Coordinator (CEC) ........................................................ 12
2.2.2 Customer Experience Specialist (CES) ........................................................... 13

3 Customer Service ..........................................................................................15

3.1 Service concept ............................................................................................. 15
3.2 Service objective ........................................................................................... 15
3.3 Customer Service basics ................................................................................. 15
3.4 The LUX model – Customer Service care model ................................................. 17
3.5 The Service recovery drill ............................................................................... 19
3.6 Boarding and disembarkation .......................................................................... 20
3.7 Gestures of good Customer Services – cleaning ................................................. 21

4 Catering equipment .......................................................................................22

4.1 Trolleys and boxes/canisters ........................................................................... 23
4.1.1 Trolleys ..................................................................................................... 23
4.1.2 Waste trolley .............................................................................................. 24
4.1.2.1 Inoperative waste trolley ........................................................................... 26
4.1.3 Boxes/canisters .......................................................................................... 26
4.1.4 Master Box content ..................................................................................... 27
4.1.5 Inoperative brakes and latches ..................................................................... 28
4.1.6 Galley plan ................................................................................................. 28
4.2 Cooling bags and batteries .............................................................................. 29
4.3 Seals............................................................................................................ 30
4.4 Electronic Point Of Sales – EPOS ...................................................................... 33
4.4.1 Card and cash payment ............................................................................... 33
4.4.2 Refund Procedure ...................................................................................... 35
4.4.3 EPOS general ............................................................................................. 36
4.4.4 Missing or INOP EPOS device ........................................................................ 37
4.4.5 Onboard charging solution ........................................................................... 38
4.4.6 Step-by-step guide on the operation of EPOS ................................................. 41
4.4.6.1 Barset opening - Synchronizing at the beginning of a flight ........................... 41
4.4.6.2 Barset not recognized - Creating a Barset ................................................... 46
4.4.6.3 Flight not recognized ............................................................................... 46
4.4.6.4 Crew ID not recognized............................................................................. 46
4.4.6.5 Flight closing ........................................................................................... 46
4.4.6.6 Flight opening .......................................................................................... 48
4.4.6.7 Barset closing - Synchronizing at the end of the flight................................... 49
4.7 Defective equipment check ............................................................................. 52

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5 Onboard service procedures ..........................................................................54

5.1 Catering service ............................................................................................ 54
5.1.1 Crew Conduct in regard to the onboard sales activities .................................... 55
5.1.2 Minimum service standards .......................................................................... 56
5.1.3 WIZZ Café ................................................................................................ 57
5.1.4 WIZZ Boutique ........................................................................................... 58
5.1.5 Damaged, faulty or expired products ............................................................. 59
5.1.5.1 Reporting a complaint ............................................................................... 59
5.1.5.2 Customer returning a product .................................................................... 61
5.1.6 Serving alcohol ........................................................................................... 61
5.1.7 Sandwich handling ...................................................................................... 62
5.1.8 Sandwich data logging process ..................................................................... 63
5.1.9 Peanut allergy ........................................................................................... 64
5.1.10 Virtual services ......................................................................................... 65
5.1.10.1 Premium seats ....................................................................................... 65
5.2. High-value products count ............................................................................. 66
5.3 Waste collection ............................................................................................ 66
5.4 End of catering service ................................................................................... 68
5.4.1 Last duty sector procedure ........................................................................... 68
5.4.2 Last commercial flight of a day – return bar count procedure ........................... 69
5.5 Cash bag procedure ....................................................................................... 70
5.5.1 Cash bag types ........................................................................................... 70
5.5.2 Last duty sector in case of closing sales with no cash transactions .................... 71
5.5.3 Last duty sector cash bag procedure in case of no A/C swap ............................ 71
5.5.4 Last duty sector cash bag procedure in case of A/C swap ................................. 72
5.5.5 Cash bag disposal ....................................................................................... 72
5.5.6 Non-home base Cash bag disposal ................................................................ 73
5.5.7 Cash bag handling for bases without local cash bag disposal – IEV and LWO ...... 73
5.6 Crew meal procedure ..................................................................................... 74
5.6.1 Serving the Flight Deck Crew........................................................................ 74
5.6.2 Complimentary Crew Meal procedure ............................................................ 74
5.7 Complimentary Medical procedure ................................................................... 75
5.8 Catering service on ground ............................................................................. 75
5.9 Complimentary catering service on ground ....................................................... 76
5.10 Turbulence management during service .......................................................... 80
5.10.1 Turbulence level ........................................................................................ 80
5.10.2 Turbulence management procedure ............................................................. 80

6 Serving standards .........................................................................................83

6.1 General serving rules ..................................................................................... 83
6.2 Dry store usage ............................................................................................. 83
6.3 Beverage serving ........................................................................................... 84
6.4 Offering the environment ................................................................................ 85

7 Sales on board...............................................................................................86
7.1 General idea ................................................................................................. 86
7.2 Partnership overview ...................................................................................... 87
7.2.1 Role of the stakeholders .............................................................................. 88
7.3 Retail model .................................................................................................. 88
7.3.1 Multi-day barset ......................................................................................... 89
7.4 Uplift procedure ............................................................................................. 89

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7.4.1 Uplift on demand ........................................................................................ 90

7.5 Crew commission and bestseller formula .......................................................... 90
7.6 Sales process ................................................................................................ 92
7.6.1 The Top it up drill........................................................................................ 92
7.6.2 Sales techniques ......................................................................................... 94
7.6.3 Benefits of an additional service .................................................................... 94
7.6.4 Guidelines for effective sales service ............................................................. 95

8 Airbus A 321 – procedure differences ...........................................................96

8.1 Catering equipment ....................................................................................... 96
8.1.1 Waste trolley .............................................................................................. 96
8.1.2 Galley plan ................................................................................................. 96
8.1.3 Electronic Point Of Sales – EPOS ................................................................... 97
8.2 Onboard service procedures ............................................................................ 98
8.2.1 WIZZ Café ................................................................................................. 98
8.2.2 WIZZ Boutique ......................................................................................... 100
8.2.3 Virtual services ......................................................................................... 101
8.2.3.1 Premium seats ....................................................................................... 101
8.2.4 Waste collection ........................................................................................ 101
8.2.5 End of catering service .............................................................................. 102
8.2.5.1 Last duty sector ..................................................................................... 102
8.2.6 Cash bag procedure .................................................................................. 102
8.2.7 Catering service on ground ........................................................................ 103
8.2.8 Complimentary catering service on ground ................................................... 104

9 Airbus A 320 – 186Y CEO/NEO– procedure differences ...............................108

9.1 Catering equipment ..................................................................................... 108
9.1.1 Galley plan ............................................................................................... 109
9.1.2 Operation of the equipment ........................................................................ 111
9.2 Onboard service procedures .......................................................................... 112
9.2.1 WIZZ Café ............................................................................................... 112
9.2.2 WIZZ Boutique ......................................................................................... 114
9.2.3 Meal opportunity on half size galley A/C ....................................................... 116

10 Airbus A 321 – 239Y NEO – procedure differences ....................................116

10.1 Catering equipment .................................................................................... 116
10.1.1 Galley plan ............................................................................................. 117
10.1.2 Operation of the equipment ...................................................................... 118
10.2 Onboard service procedures ........................................................................ 119
10.2.1 WIZZ Café.............................................................................................. 119
10.2.2 WIZZ Boutique ....................................................................................... 121
10.2.3 Waste collection ...................................................................................... 122
10.2.4 Meal opportunity on half size galley A/C ..................................................... 122

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Index for CASM

0. ADMINISTRATION AND CONTROL OF THE MANUAL

1. INTRODUCTION

2. INFLIGHT SERVICE AND CUSTOMER EXPERIENCE SPECIALIST TEAM

3. CUSTOMER SERVICE

4. CATERING EQUIPMENT

5. ONBOARD SERVICE PROCEDURES

6. SERVING STANDARDS

7. SALES ON BOARD

8. AIRBUS A 321 – PROCEDURE DIFFERENCES

9. AIRBUS A 320-186Y CEO/NEO – PROCEDURE DIFFERENCES

10. AIRBUS A 321-239Y NEO – PROCEDURE DIFFERENCES

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1 Introduction

The Cabin Attendant Service Manual provides Crew members with guidelines and
procedures that enable better understanding of expectations of catering and customer
service.

The manual is divided into chapters that describe the various aspects of service delivery.
It encompasses topics of the service team composition, customer service focus, catering
procedures and the model of cooperation with our service partners.

By enhancing Crew’s knowledge of how we aim to deliver our service, this manual intends
to assist Crew in delivering excellent customer service on board, which will result in
satisfied customers.

We truly believe that the customers are the starting and the ending point of everything
we do and this idea should serve as a fundamental to the whole industry oriented toward
serving customers.

You as our Cabin Crew play a key role in building the customer-centric brand image and
encouraging our customers to choose WIZZ for their next flight.

We count on you to put your heart into providing excellent and personal service
every step of the way.

All revised paragraphs are marked with a black boarder.

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2 Inflight Service and Customer Experience Specialists Team

The inflight Service Team is represented by all Wizz Air Cabin Crew members. In front of
our customers Crew members are the image of the company and we should perform our
duty maintaining the highest standards of professionalism.

While all Crew members are important brand ambassadors, inflight Customer Experience
Specialists are appointed and trained experts in the service area. They are equipped with
the skills and knowledge in order to offer excellence in onboard customer experience.

2.1 Customer Experience Specialists Team composition

The Customer Experience Specialists Team is currently represented by four Customer
Experience Coordinators and thirty three active WAH Customer Experience Specialists lead
by the Inflight Service Manager (ISM).

Inflight Service Manager - IGNASZAK Monika

Customer Experience Coordinator - BEJAN Andreea

Customer Experience Coordinator - MANDARIA Revaz

Customer Experience Coordinator - PECZI Csilla

Customer Experience Coordinator – POPA Adrian

Customer Experience Specialist BEG – SIMOVIC Ivana INACTIVE

Customer Experience Specialist BUD - ANDERSIN Konstancia

Customer Experience Specialist BUD - KELEMEN Anna Nora

Customer Experience Specialist BUD - MESA Adnan

Customer Experience Specialist BUD – NEUHAUS Vera

Customer Experience Specialist CLJ - FABIAN Cristina INACTIVE

Customer Experience Specialist CLJ - BALLA Elemer

Customer Experience Specialist CLJ - BARBUS Sergiu

Customer Experience Specialist CRA - DUMITRASCU Alexandra Mihaela

Customer Experience Specialist DEB – HAK Bettina

Customer Experience Specialist GDN - MILEWSKA Kamila

Customer Experience Specialist GDN - SARACH Szymon

Customer Experience Specialist GDN - KULAKOWSKA Malgorzata

Customer Experience Specialist IAS - TOMOSOIU Mihai

Customer Experience Specialist KRK - TITOVA Olena

Customer Experience Specialist KTW - MATYSIK Karina

Customer Experience Specialist KTW - WILK-STARZEC Martyna INACTIVE

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Customer Experience Specialist NAP – OBSZYNSKA Marta

Customer Experience Specialist OTP - COSOFRET ENACHE Greta

Customer Experience Specialist OTP – DIMA Ruxandra

Customer Experience Specialist OTP - GAINA Mihai

Customer Experience Specialist SBZ - PASCU Emilia

Customer Experience Specialist SKP - FURNADJISKI-ADAMS Hari

Customer Experience Specialist SKP - VASILEVSKI Aleksandar

Customer Experience Specialist SJJ - HAJDAREVIC Arnela

Customer Experience Specialist SOF - BODNAROVA Lidia

Customer Experience Specialist SOF - STOYANOVA Ina

Customer Experience Specialist TIA - KOPCZYNSKI Lukasz

Customer Experience Specialist TIA - SPASENOVSKA Natasha INACTIVE

Customer Experience Specialist TSR - PATROI Roxana Elena

Customer Experience Specialist TZL - RAVKIC Armin

Customer Experience Specialist KRK – WOJTKIEVICZ Marta

Customer Experience Specialist VAR - BORISLAVOVA YORDANOVA Valentina

Customer Experience Specialist VIE - BERZINS Niks

Customer Experience Specialist VIE - NAVOJOVA Michaela INACTIVE

Customer Experience Specialist VNO - GAVARE-STENDERE Agnese INACTIVE

Customer Experience Specialist VNO - STANKEVIC Andzej

Customer Experience Specialist WAW - NOWACKA Agata

Customer Experience Specialist WAW - SKRZYNECKI Pawel

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2.2 Positions and names in the Service Team

Inflight Customer Experience Specialists are the ambassadors of Wizz Air Experience,
delivering high-quality care to Wizz Air customers on every flight. Besides standard Cabin
Attendant duties, Customer Experience Specialists are responsible for delivering a high
level of overall customer service satisfaction. They function effectively in a fast-paced,
multi-tasking environment assigning extra attention to the customer experience. In case
of conflictual interactions, the Customer Experience Specialists are the key ingredient in
mitigating customer dissatisfaction, and thus, serve as a vital Wizz Air representative in
diverse and challenging situations.

2.2.1 Customer Experience Coordinator (CEC)

Position in the organization

The Customer Experience Coordinator reports to the Inflight Service Manager in all Service
related ground duties and training related matters and to the Cabin Crew Base Manager
of their home base in all other duty related matters.

Responsibilities of the function

The Customer Experience Coordinator’s responsibility is to:

− Create, update and amend changes in the relevant manuals.
− Develop, refresh and maintain recency of Sales, Customer Service and Catering
Training materials.
− Participate in development of training materials of other Departments whenever
Service touch points occur.
− Support Inflight Service Manager with the daily Service operations.
− Release direct communications to the DIS lists.
− Amend and advise the Crew about Barset Loading Templates and Galley
Configuration Plans.
− Recommend and amend changes to Service processes and procedures based on
the feedback received from the CESs.

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− Take part in meetings and events within company structure and external partners
with a decision-making role.
− Develop and lead service-related projects.
− Identify trends reported via Intelex report and propose solutions.
− Confront and support identified trends via Intelex reporting tools.
− Build regular or on-demand reports and acknowledge SWOT.
− Act as a liaison between Inflight Service Manager and Customer Experience
Specialists Team.
− Monitor and evaluate the performance of the assigned Customer Experience
Specialists during ground trainings as part of the Standardization program.
− Maintain good morals, engage and encourage high standard performance
throughout Customer Experience Specialists Team.
− Be in charge of sales results of the base, if acting as a CES.
− Implement sales strategies in the form of incentive campaigns, if acting as a CES.
− Implement crew engagement activities to support professionalism and proper
attitude regarding onboard sales, if acting as a CES.
− Overview, follow up and communicate base sales performance to the Crew.
− Conduct sales and customer service coaching sessions when required.
− Conduct Sales, Customer Service and Catering Trainings internally and externally
if required.
− Provide the highest level of inflight customer experience at all times.
− Mitigate customer dissatisfaction.
− Act as a mediator in any inflight conflictual interactions.
− Fulfil administrative duties as defined in OM D.
− Provide regular feedback to Infight Service Manager in all service and training-
related aspects.
− Act exemplary on all training and inflight duties.

2.2.3 Customer Experience Specialist (CES)

Position in the organization

The Customer Experience Specialist reports to the Inflight Service Manager in all Service
ground duties and training related matters and to the Chief Cabin Crew / Associate Base
Manager of their home base in all other duty related matters.

Responsibilities of the function

The Customer Experience Specialist’s responsibility is to:

− Conduct Sales, Customer Service and Catering Trainings internally and externally
if required.
− Be in charge of sales results of the base.
− Implement sales strategies in the form of incentive campaigns.
− Implement crew engagement activities to support professionalism and proper
attitude regarding onboard sales.
− Overview, follow up and communicate base sales performance to the Crew.
− Conduct sales and customer service coaching sessions when required.
− Provide the highest level of inflight customer experience at all times.
− Mitigate customer dissatisfaction.
− Act as a mediator in any inflight conflictual interactions.
− Fulfil administrative duties as defined in OM D.

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− Provide regular feedback to Inflight Service Manager in all service and training-
related aspects.
− Act exemplary on all training and inflight duties.

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3 Customer Service
3.1 Service concept
ꞌCustomer focus is at depth of everything we do. You always have to start the business
by thinking of the customer first. The only reason why we exist as a business is because
we have customers who choose to travel with us every day instead of with competitors.
The customer needs to be the starting point and ending point of everything we do.ꞌ

Johan Eidhagen
Chief People Officer, Wizz Air

As an ultra-low cost business, our strategy is to build on low fares and a diverse network,
supported by efficient and sustainable operations and high-quality inflight customer
experience.

Modern in approach, we prioritize safety and personalised service, inviting customers to

fly their own way.

Our mission? To represent the best of what low-cost air travel has to offer.

Whether on the ground or flying high, we are committed to providing outstanding service
and deliver it with a sprinkling of personality, every time.

In order to achieve it, we invest lots of time and resources into developing customer-
centric culture and training employees to improve their customer service skills.

The WIZZ brand’s reputation is growing rapidly and we are receiving recognition for our
services across the industry. As our Cabin Crew member, you need to take ownership of
delivering the best onboard service with confidence and pride on each flight, without fail.

3.2 Service objective

We have designed our brand offer to allow our customers to only pay for what they need.
Similarly, the business model adopted on board also offers our customers the same
opportunity to decide on their purchasing preferences.

High level of customer service is vital for this business model - successful sales go hand
in hand with great customer service. It drives onboard sales, while a successful purchase
can result in higher customer satisfaction.

Therefore, our service objective is to make each and every customer genuinely
happy with the brand so that they choose to fly with us again.

It involves friendly attitude, helpful interactions, and being an expert on the products sold
in order to help people make good decisions.

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CS Personality

Customer service proposition should be aligned with WIZZ personality. We are reliable,
enthusiastic, friendly and vibrant and so our customer service should be.

Wizz Air’s greatest asset is our Crew, and we strongly encourage you to let your personality
shine through to deliver service that will make the difference.

reliable

enthusia WIZZ
vibrant
stic personality

friendly

Performance evaluation

Crew members’ customer service delivery is assessed based on their grooming,

friendliness, helpfulness, sales and general customer-first approach.

The above means that Crew members must be actively engaging customers at all stages
of the onboard journey - interacting with them while they board and deboard, and being
attentive during the flight.

Customer service performance of each Crew member is evaluated monthly. Individual

score is derived from, but not limited to Customer Satisfaction Survey and random Inflight
Experience Evaluations.

3.3 Customer Service basics

Personal grooming, friendliness and helpfulness of a Crew during the service encounter all
strongly determine the quality of the delivered service, and subsequently influence how
the customer service is evaluated. When wearing uniform you are responsible for the WIZZ
brand, and therefore you have to take the ownership and to exercise customer-first
approach:

• Grooming – before any actual interaction Crew’s credibility and professionalism

levels are judged solely from their personal appearance.
As the face of the company, your grooming directly impacts WIZZ brand
image, therefore, airline workwear regulations have to be respected at all
times and treated as a part of a uniform.

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• Friendliness – it very strongly influences employee–customer interactions and

increases customers’ assessment of both, the employee and the overall service
experience. We want to make sure every customer feels welcome and comfortable
on board.
Remember about eye contact, open body language, politeness and smile.
The WIZZ brand is known for our positive and vibrant Crew so the smile
should constitute a part of every customer interaction. It is amazing what
a difference it makes.

• Helpfulness – refers to the extent to which you provide help to the customer and
show willingness to assist them. It forms the basis on which the employee’s general
performance is assessed as it directly influences customer satisfaction.
Therefore, we have to always demonstrate that we are approachable and
willing to assist.
Special attention should be paid to the elderly, PRMs, and parents with
children towards whom we should be proactive.

Standards

Whenever interacting with customers Crew should be mindful of varying comfort levels of
personal space, and refrain from physical contact. Whenever situation requires touching a
customer (i.e. waking them up), please always touch the shoulder as this is most neutral
way of getting a response.

When speaking with customers, we shall be formal and not on the first name basis. This
applies to any language that Crew uses i.e. native and foreign.

It is strictly forbidden to take videos or pictures of customers. Our responsibility as Crew

members is to take care of customers, this includes ensuring their privacy and protecting
their image, if needed.
The only exception to the above is customers asking Crew to have their video or picture
taken.

3.4 The LUX model – Customer Service care model

The LUX model is a four step drill to provide customer service with care and it stands for:
listening, understanding, going the X-tra mile and putting customers at the heart of
everything we do.

More often than not, the customer’s inflight experience rests solely on the Crew so in order
to support your efforts we introduced the customer service care model designed to serve
as a fundamental tool during all your interactions with WIZZ customers.

The LUX model is part of Wizz Air’s service objective and it refers to both, the
customer’s needs and the traits that our Crew should possess when responding
to those needs.

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Following these simple four steps when interacting with customers will help you provide
excellent customer service, as they aim to fulfil the psychological needs: to be noticed,
understood, taken care of, and feel valued.

In parallel, the LUX model also encompasses the values that our Crew who are working in
customer-oriented environments should stand for: attentiveness, empathy, being pro-
active and having the ability to put others’ need above one’s own.

The LUX model in detail

• Listen - In order to meet customer’s expectations we have to know what their

expectations are. Listen to what customers have to say, what they communicate,
what they want. Do not prejudge, do not assume you know better.
The most basic and powerful thing to connect to the other person is to listen to
them and give them your attention. Do not listen to reply to them, but listen to
understand them.
• Understand - Once you know what customer’s expectations are, try to really
understand them. Many people think that customer service is about solving
problems, but it is not always the case.
The goal of customer service is to provide positive experience that people will
connect with the brand.
We may not always be able to deliver solutions, but we can always deliver empathy
and understanding. Put yourself in customer’s shoes, try to see their point of view
until you comprehend why they think the way they do.
• Go the X-tra mile - Once you know customer’s expectations and you do
understand them it is time to act. Customers should feel that they are being taken
care of, that they matter and that brand cares for them. It is about being a step
ahead of the customer’s expectation.
Directing customers to their seats, giving them extra time, offering to heat baby
food, etc. – anything that is done proactively, without being asked for, means going
the X-tra mile.
• The heart shape - We use the heart as a symbol of putting customers at the heart
of everything we do, in other words, in the centre of everything. It means their
satisfaction and well-being is your goal and the purpose of your actions.
This customer-first attitude is the cornerstone of any successful customer
interactions. Regardless of the situation, remember that our objective is simple -
to leave a customer with a positive feeling, to make their choice of travelling with
us worth it, and ensure they become loyal WIZZ travellers.

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3.5 The Service Recovery drill

Service Recovery drill aims to serve as a guideline in addressing customers’ issues.

In the aviation business, the customer service journey is very broad and encompasses
everything from the ticket reservation, through to the check-in and handling at the airport,
the attitude of the Cabin Crew during the flight, the weather conditions and more. Along
the way, there is a great number of factors that may affect the customer’s satisfaction.
While it is unlikely for us to eliminate the negative factors, we can learn how to effectively
respond to them.

The Service recovery drill

• Remain calm – The success of any service recovery will depend solely on your
disposition and self-management during any situation. Stay cool and collected, hold
your emotions and think of the task to be completed. If you have gotten emotional,
step back and let another Crew member take over and handle the situation.
• Actively listen - Listen to the customer, don’t interrupt, give them full attention,
show them that you listen and identify what the complaint is.
• Apologize and thank - Take responsibility for the issue, promptly and sincerely
apologise for whatever the issue is, regardless of what caused it. Showing
sympathy for your customer’s negative experience showcases basic empathy.
Also, thank them for sharing the feedback with us – it will allow us to develop.
• Explain - Provide the explanation to the service failure whenever you know its
cause. No matter the situation, the customers should never be lied to or
misinformed with the intention of reducing their possible reaction.
• Solve the problem - Figure out your options and take the most suitable action as
soon as possible, do not delay. Cooperate with another Cabin Crew if necessary.
• Offer extras – Surprise and delight the customer by making them feel that you
have gone out of your way to make sure that their needs are met.
This is the X-mile from the LUX MODEL where you do something beyond what is
required. Double check on customers’ satisfaction, ask if there is anything else that
you could do to make them feel more comfortable – this question alone will make
them feel cared for. Leave them smiling, or at least don’t leave them angry.

Standards

We encourage all Crew to act and deal with customers’ issues on their own, but it is
important to advise the SCA so that they have a proper overview of the flight. In case a
Crew member decides they need support in dealing with an issue, they may, of course,
call on the assistance of any Crew member.

When dealing with any onboard situation, using prompt and brusque arm movements
should be avoided. In order to deescalate any issue, direct eye contact with the customer
should be establish and if they sit in their seat Crew should go down to their eye level or
lower, and talk with them from the side.
It should be kept in mind that other customers will observe the behaviour and actions
taken by the Crew while solving the issue.

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Always aim to solve issues on board. However, if all attempts fail, support the customer
and refer them to the Customer Service section on wizzair.com.
This is the last resort, as managing complaints sent to the Customer Service is an
expensive and time-consuming process. As long as there is an opportunity all the efforts
should be made to turn the negative experience into a positive one on the spot. Wizz Air
service objective is simple – to have customers fly with us again.

3.6 Boarding and disembarkation

Whether the interaction is during boarding or in the terminal, the initial impression can set
the tone for the entire customer experience. Wizz Air Crew is warm and friendly to our
customers from the first moment they see us. Our goal is to genuinely welcome every
customer during the boarding as it is the first chance for an interaction. It implies that all
Crew members must be actively involved into welcoming customers on board.
The positive welcome makes a great fundament for any further interaction. In case of any
issue arising, nice first impression is likely to ease customer’s reaction.

The disembarkation is the time when Crew can see if their efforts during the flight were
successful and it is the perfect time to leave a positive final impression. By making sure
that the customer’s last experience during the flight is a positive one, Crew will reinforce
that positive emotion for a long time after the actual experience.

Crew should not be afraid to take the extra step at this point as it is not too late to create
a connection with the guests they did not have a chance to interact until now.

Guidelines

• Act as a host and greet customers with a genuine smile.

• Make eye contact.
• Make yourself as visible - do not hide behind seats or in between the toilets.
• Beware on how you stand - do not lean on seats or bulkhead, it gives an impression
of laziness or tiredness.
• Stand tall, confident and approachable.
• While embarkation we welcome customers with ‘Hello’, ‘Good
morning/afternoon/evening’, ‘Welcome’ or ‘Welcome onboard’.
• While disembarkation we greet customers with ‘Goodbye’, ‘Thank you’, ‘Have a
good day/evening’.
• Different greetings for different passengers sound genuine and sincere.
• We must always demonstrate that we are approachable so we assist customers
when and where possible – during embarkation and disembarkation. This includes
families, the elderly and PRMs.

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3.7 Gestures of good customer service – cleaning

In order to provide the highest standards of customer service and to make our guests feel
positive and comfortable while travelling with us, we should at all times keep a high level
of cleanness of the common areas like seats, lavatories, entrance, galleys etc.
Furthermore, to provide a clean and enjoyable working area for us and our colleagues
there are some guidelines that should be established.

The rules for cleaning the cabin that each set of Crew members should follow during the
onboard duties are presented below:

Cabin – during the flights, there are not many occasions of cleaning the cabin, but during
turnaround is very important to prepare the cabin in the most professional way for our
new guests by:
• Replacing damaged/dirty magazines and safety instruction cards when time
permits.
• If safety instruction card is missing, replacement is mandatory.
• Replacing missing air sickness bags in each seat pocket.
• If the seat or seatbelt is dirty, stained, or affected by chewing gum: block the seat
if the customer number allows it, ask for cleaning at home base if time permits, or
cover the affected area with towels from the lavatory.
• Cross seat belts in ‘x’ shape – do not let them hang in the aisle.
• Collect waste items from the floor – napkins, bottles or small objects should be
collected from under the seats, in the entrance area or from the aisle.

Lavatory – at each ‘15 minutes check’ of the lavatories and during turnarounds the
following actions should be taken:
• Ensure a clean mirror and sink area by cleaning it with wet and damp towels.
• Remove any waste/paper particles which are visible and can be collected from the
sink.
• It is forbidden to pour any other liquids than water in the sinks.
• Collect paper from the floor.
• Ensure two paper rolls are available for use.
• If the toilet is dirty hot water can be poured into the toilet bowl if needed.

NOTE: When checking the cleanliness of the mirror and sink, lock the lavatory to ensure
proper light intensity.

Galley – keeping clean the galleys and the equipment we use for services is mandatory
for a good customer perception. The following guidelines should be applied:
• If drawers become dirty during service or waste collection they should be wiped
with a wet towel.
• Do not leave waste in the galley compartments. Dry store items or cabin
accessories should be restored in their designated location at the end of the last
duty sector of the day.
• Ensure that the galley sink is free from any waste particles.
• It is forbidden to pour any other liquids than water in the sinks.

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4 Catering equipment

This section details the information of the Wizz Air inflight catering equipment. Wizz Air is
the owner of the equipment inventory, however equipment is managed and distributed via
our contracted service provider (GR).

It is not permitted for the Crew to take any part of catering equipment outside the A/C
and/or use it for any other purpose than described in this manual.

Equipment definitions

Full size trolleys used for stowage of the

Bar Trolleys
onboard product selection
Used for bar stock, dry stores, Crew and
Boxes/Canisters
customers catering
Polypropylene and metal items used for
Drawers
stowage or serving purposes
Black/blue logo bags used for stowing of
Insulated Cooling Bags
Crew/customers food items
Pots Purple lidded pots with Wizz Air logo

Ice Buckets Plastic/metal container for wet ice

iOS device, card reader and protective
EPOS sleeve connect to form one single-
handheld device
BT13B batteries Are part of the onboard charging unit
Designed for battery storage after the
Lipo guard bags flight and to be used in case of battery
damage /leakage
Blue ice slabs/blocks used as cooling
Cooling Batteries/Ice-packs
agents in order to maintain the chill chain

Catering (Barsets)

All barsets on WIZZ aircraft are standard and must comprise the following equipment:

• 8 full size trolleys (including Waste Trolley that remains on board) for A320
• 18 boxes (including Master Box, EPOS Stowage Box and Crew Use Box – last two
remain on board) for A320

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4.1 Trolleys and boxes/canisters

4.1.1 Trolleys

Trolleys are mobile units on board the aircraft, used for storing and transporting
catering items (except for a waste trolley).

Operation of a trolley

• To engage the trolley brake push the red pedal.

• To disengage the trolley brake push the green pedal.
• To open the trolley door turn the latch handle to the OPEN position and pull
the trolley door using the handle.
• To close the trolley door make sure that the latch handle is in OPEN position
and push the door against the housing, holding it with one hand. Turn the
latch handle to the CLOSED position using the other hand.
• To insert the trolley into its compartment in the galley disengage the trolley
brake and carefully insert the trolley into its compartment. Engage the
trolley brake and close the securing latches adjacent to the trolley
compartment.

Operation of a trolley brakes

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Handling of a trolley

• A full size trolley is designed for a double ending usage and should be always
operated by two Crew members.
• For safety reasons each trolley is equipped with assist handles and breaks on both
sides.
• Trolley brakes should be always activated whenever a trolley is being stopped and
parked and must not be left unattended.
• Trolley brakes should be operated carefully to minimize the risk of any injury to the
feet.
• When not in use, trolleys must be restored safely and must be stored with properly
applied breaks, locked and latched during all flight phases.
• When in the galley, all doors, drawers, inserts and shelves should be secured,
stowed and latched. Unlocked items may be a potential danger in the A/C as they
can cause injury to persons and damage the cabin interior.
• Latches should be unlocked only when taking items out of the trolleys.
• Both doors of trolley are sealable and equipped with seal housing. In case of seal
housing missing, service Intelex report must be submitted.
• Trolleys doors should be closed carefully to avoid the risk of trapping one’s fingers.
• Under no circumstances trolleys are to be operated by customers.
• The trolleys should be carefully moved through the aisle not to endanger
customers.
• Trolley tray shall be handled carefully and kept clean at all times.
• In case of a trolley tray missing or damaged, service Intelex report must be
submitted stating the trolley position number.

4.1.2 Waste trolley

On each aircraft there is one full size waste trolley present in the FWD galley to facilitate
the onboard waste collection process.

Full size waste trolley

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Handling of a waste trolley

• A full size waste trolley is designed for a double ending usage and should be always
operated by two Crew members.
• For safety reasons each trolley is equipped with assist handles and breaks on both
sides.
• Trolley brakes should be always activated whenever a trolley is being stopped and
parked and must not be left unattended.
• Trolley brakes should be operated carefully to minimize the risk of any injury to the
feet.
• When not in use, waste trolley must be restored safely and must be stored, locked
and latched during all flight phrases.
• Each trolley is equipped with two stainless steel waste frames. It is crucial to
always keep them in the trolleys to avoid losing them.
• Both frames should be stowed at the bottom of the trolley before the first
commercial flight of the day. They should be placed back at the bottom of the
trolley after each duty during the day and after the last commercial duty of the
day.
• Prior to waste collection the waste bag has to be fitted onto the waste frame by
pulling the bag through the middle and attaching it to the corner teeth.
• Once the bag hangs on the frame, the frame should be placed inside the trolley on
the rail, positioned just below the top. Should the first bag be full, together with its
frame it should be pushed further inside the waste trolley. Then, the second frame
should be used.

Waste bag frame

• Each trolley is equipped with one waste drawer that should be stored at the bottom
of the trolley at all times when not in use.
• Only waste drawer can be stored in a waste trolley. Placing any other drawer into
the waste trolley is strictly forbidden.
• The waste drawer must be used for waste purposes only. It should be placed on
top of the waste trolley serving as an additional storage for liquid waste or should
be used for minor waste collection. It is advisable to cover the bottom of waste
drawer with paper towels.

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4.1.2.1 Inoperative waste trolley

Should the waste trolley become inoperative, the following procedure must be observed:

• Waste trolley shall under no circumstances be offloaded from the aircraft.

• If the waste trolley gets inoperative, it shall not be used, it must remain safely
stowed and latched in its designated position in FWD galley.
• Unserviceable Equipment Tag has to be attached after pre-flight check to the INOP
equipment, stating the reason of inoperability.
• INOP sticker must be obtained from the Flight Deck Crew and applied on the trolley
(only in case of failure of the trolley brake mechanism).
• If the waste trolley is missing or inoperative, the waste collection shall be carried
out with the use of a waste drawer.
• It is not allowed to keep rubbish in the lavatories, unless the waste trolley for any
reason is not present. In this case the waste bags have to be disposed at each
station.
• In case of an inoperative waste trolley, for take-off and landing rubbish shall still
be stored inside the waste trolley.
• In case of inoperative waste trolley technical Intelex report must be sent. The
report should include the list of stations at which the waste bags were disposed.

4.1.3 Boxes/canisters

Canisters are mobile units on board the aircraft, used for storing and transporting catering
items.

Operation of a box/canister

• The canister has a closed housing with a door. The door is opened and closed by a
latch.
• To remove the canister from its stowage unlock the respective latches, hold the
handle of the canister tightly while pulling out the canister and putting the container
in a safe place. A safe place is where the container cannot move during maneuvers
or turbulence.
• To open the canister turn the latch until the canister door is unlatched and carefully
pull the canister door.
• To close the canister make sure that the weight is not overload, push the canister
door against the housing until the latch engages.
• To re-insert the canister take the canister, place it on its dedicated place and lock
the respective latches.

Box/canister

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Handling of a box/canister

• The canister should never be used for any other purposes than the designated
purposes.
• The canister should not be overloaded as it may cause damage to the locking
mechanism (danger of uncontrollable opening). The galley standard units should
be in their correct location, closed and latched when not in use.
• Under no circumstances canisters are to be operated by customers.
• Latches should be unlocked only when taking items out of the boxes.

4.1.4 Master Box content

The Master Box is located in the FWD galley (position 103 A) and is loaded together with
the whole barset. Contents of the Master Box are being checked and adjusted daily by the
catering unit before dispatching to the A/C.

Composition of Master Box

Drawer 1 contains:

• 10 Cash bags
• Yellow seals: 30 (A320 CEO), 30 (A320-186Y CEO), 30 (A321 CEO), 28 (A320-
186Y NEO) or 28 (A321 NEO)
• Light green seals: 30 (A320 CEO), 30 (A320-186Y CEO), 30 (A321), 28 (A320-
186Y NEO) or 28 (A321 NEO)
• Medium green seals: 30 (A320 CEO), 30 (A320-186Y CEO), 30 (A321), 28 (A320-
186Y NEO) or 28 (A321 NEO)
• Dark green seals: 30 (A320 CEO), 30 (A320-186Y CEO), 30 (A321), 28 (A320-186Y
NEO) or 28 (A321 NEO)
• 2 Metal seals
• 10 paper rolls

Drawer 2 contains:

• C208
• 4 Unserviceable Equipment Tags
• 4 Cash Reconciliation Sheets (4 duty and 4 bar)
• 2 Currency Guide (updated on a monthly basis)
• 3 Barset Handover Forms
• 3 High-Value Products Handover Forms
• 6 EPOS Stock Count Assistants
• Passenger Waiver Form

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4.1.5 Inoperative brakes and latches

Should brakes be found non-operative the following procedure must be observed:

• The inoperative trolley must remain latched in its stowage compartment throughout
the whole duration of the flight duty.
• Content of the trolley with non-operative trolley brakes is to be used as regular sales
items (excluding waste trolley); however removal of such trolley from its stowage
compartment is not allowed, unless security related concerns.
• Unserviceable Equipment Tag has to be attached after pre-flight check to the INOP
equipment, stating the reason of inoperability.
• INOP sticker must be obtained from the Flight Deck Crew and applied on the
inoperative trolley (only in case of failure of the trolley brake mechanism).
• An inoperative brake or latch has to be reported via Intelex report according to
reporting procedure, stating the set and the trolley position number (the report is to
be sent after the last duty sector).

Should latch be found non-operative the following procedure must be observed:

• The relevant catering box has to be repositioned.
• In case the affected latch is on the stowage compartment position, the compartment
must be emptied.
• The exact position and defect must be reported to the Captain and a Work Order
Book should be filled in by them (or by the SCA).

NOTE: Placing any stickers on the cabin equipment and cabin furnishing without Commander’s
permission is strictly forbidden.

4.1.6 Galley plan

FWD galley

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AFT galley

4.2 Cooling bags and batteries

Handling of cooling bags and batteries

• During the service all cooling bags are to remain CLOSED until an item is required
to be taken from the cooling bag.
• After the bag is opened it must always be RE-CLOSED to ensure the temperature
is maintained.

• All cooling bags should contain two cooling batteries (ice-packs), except for the
cooling bag placed in the cooling box which contains three batteries. If there is no
cooling bag or cooling batteries loaded, a service Intelex report shall be sent and
products loaded in such cooling bag shall not be sold.

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• All cooling bags taken out from their original location must be put back inside the
trolleys at the end of the duty. This will ensure that bags are returned to the
catering unit to avoid shortages at each base.

Cooling batteries (ice-packs)

• Under no circumstances should Cabin Crew, ground handling agents, cleaning or other
airport personnel remove the cooling bags or their content from the aircraft.
• Only the contracted catering suppliers may remove cooling bags from the aircraft at
the end of the Crew’s duty.
• On board of every aircraft, in each FWD and the AFT galley one Wet Ice Box with a
cooling bag will be loaded. Two cooling batteries will be placed inside to ensure proper
condition of wet ice. Wet ice requires regular checks throughout the day, as to make
sure it is not leaking. In case of any wet ice remainder after the last commercial flight
of the day, it shall be taken out form the cooling bag and disposed into the toilet.
• On board of every aircraft in the AFT galley one cooling box with a cooling bag will be
loaded. Three cooling batteries will be placed inside to allow effective cooling of drinks
throughout the day. During the first flight of the day products that require to be served
cold (beer, white wine, fizzy drinks etc.) should be placed in the cooling box. At the
end of the last flight sector C/A 3 has to replace all the items from the cooling Box to
their initial storage (trolley/box).

Cooling bag handling process

• Should a cooling bag/cooling battery (ice-pack) be unserviceable because of any

reason, (i.e. bag is torn, zipper is broken, bag is in poor condition, or cooling fluid
is leaking) an Unserviceable Equipment Tag must be attached to it for the catering
unit to remove it from circulation. Unserviceable cooling batteries (ice-packs) with
an Unserviceable Equipment Tag attached should be left inside a cooling bag.

4.3 Seals

The purpose of the seal is to protect the stock against unlawful interference and prevent
foreign items being placed inside the equipment. While the trolleys are on board, sterility
has to be maintained until the doors are closed.

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Two types of seals to be used on board

• Plastic seals - to be used for all the trolleys and boxes.

They come in five colors: blue, light green, medium green, dark green and yellow
with each color being ascribed to a particular usage.
− BLUE seals are used by the local catering unit to seal the catering in the
morning, before the first commercial flight of the day.
− GREEN seals should be used during the day whenever situation requires it
(no immediate Crew swap, galley left unattended, etc.), starting with the
LIGHT GREEN, then the MEDIUM GREEN, moving towards the DARK GREEN
ones.
− YELLOW seals should be used after the last commercial flight of the day.
• High security seals (metal seals) - to be used for Duty Paid Trolley after the
last commercial flight of the day.

Sealing procedure

• Prior to the synchronization process all the seal numbers appearing on the EPOS
have to be crosschecked with the ones removed from the trolleys and boxes.
• All catering trolleys and boxes on board with operative latches must be sealed:
− after the last commercial flight of the aircraft
− after the last duty sector of the operating crew whenever there is no
immediate crew change (including split duty)
− in case of aircraft change
• EPOS Stowage Box must not be sealed after the last commercial flight of the day,
in order to grant access to caterers and cleaning personnel.
• Crew Box located in the FWD galley does not require sealing at any times.
• For one sealing the seals of the same color set should be used in order not to mix
the seal numbers.
• During the last commercial flight SCA has to seal the Duty Paid trolley with yellow
seals and with the high security metal seals found in the Master Box.
• Before leaving the aircraft the Barset Handover Form (present in the Master Box)
has to be filled in giving the seal numbers for both, yellow seals used for all trolleys
and boxes and high security metal seals used for the Duty Paid Trolley.
• C/A 2 is to crosscheck both, high security metal seals and Handover Form before
leaving the aircraft.
• The Handover form should be left on the FWD galley top.
• Seal numbers used for closing the catering after the last commercial flight of the
day have to be confirmed with the EPOS. Seal numbers appearing in the EPOS for
closing, being confirmed during synchronization, must be used for closing the
catering equipment.
• In case the standard loading contains more seals in the sequence than needed, the
extra ones must be completely destroyed, so that they cannot be used under any
circumstances. The destroyed seals must be brought to the office and disposed in
the office in a designated bin.

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Proper plastic seal application

Improper sealing can lead to security breach and products shrinkage therefore, it is
mandatory to ensure that seals are properly applied.

• Proper seal application should not allow for any movement of closing
mechanism of the trolley.
• Padlock with a plastic seal must be attached to the loop that is further from the
door hinge.

Proper padlock plastic seals application to the further loop

Proper metal seal application

Improper sealing can lead to security breach and products shrinkage therefore, it is
mandatory to ensure that seals are properly applied.

• Proper seal application should not allow for any movement of closing
mechanism of the trolley.
• Metal Seals must be applied through both loops of the closing mechanism.
• It should be ensured that the seal is fully tightened so that there is no space
left in the loop.

Proper metal seal application through both loops and fully tightened

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NOTE: Any plastic parts remaining after removing the seals should be disposed. Leaving
them on the floor may be damaging to the aircraft door sealing, or may turn them into
projectile in case of decompression.

NOTE: There is no more requirement of sealing barset if the arrival airport is on the U.K.
territory unless it is the last commercial flight of the day or aircraft change.
There is no more requirement of sealing barset if the arrival airport is on the Israeli
territory unless it is the last commercial flight of the day or aircraft change.

4.4 Electronic Point of Sales – EPOS

On board of each aircraft there are two EPOS devices, loaded into the EPOS Stowage Box
in the AFT galley. Out of three EPOS devices, two of each devices are to be used during
service. Each base is additionally equipped with one spare EPOS per each assigned aircraft.

EPOS device

4.4.1 Card and cash payment

Card payment

Onboard EPOS devices operate in an offline environment and are not capable of verifying
the actual balance on a card. The fact that card is accepted by the onboard EPOS device
does not mean that funds will be deducted, since the transaction is only authorized by the
cardholder’s Bank when the EPOS devices have a wi-fi connection. In order to minimize
high risk of fraudulent purchase it is important to strictly adhere to card payment
procedure.

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Card payment procedure

General

• Cards without a customer’s name on it cannot be accepted.

• Only VISA or MasterCard cards can be accepted, both credit and debit cards.
• VISA Electron, MasterCard Maestro and cards with “For Electronic use only”
indication are not accepted for onboard payments.

• VPay and prepaid/Travel Money cards including, but not limited to, Revolut,
Nexi, Monzo, etc. are not accepted for onboard payments.
• The prepaid/Travel Money indication will often be found on the front of the card:

The above pictures consitute examples. Prepraid cards are not limited to the
three cards presented above.

• Contactless card transactions including smart technology payments such as

Apple Pay, Samsung Pay & Google Pay are accepted for onboard payment.
• Chip and PIN cards must always be inserted into the chip reader of the EPOS
device.
• Cards without a chip have to be swiped on the device magnetic swipe reader.
• There is no requirement to check customer’s ID/Passport for transactions paid
by card below 50€.
• For transactions of and above 50€ paid by card, the customer’s ID/Passport
number must be registered in the EPOS.

Limits

• The maximum combined amount that can be paid by a customer using one or
more cards is 150€.
• The maximum transaction value for Chip & Pin and Swipe cards is 150€.
• The minimum transaction value for Chip & Pin and Swipe cards is 2€.
• The maximum transaction value for contactless payment including smart
technology Apple Pay, Samsung Pay and Google Pay is 25€.
• The minimum transaction value for contactless including smart technology Apple
Pay, Samsung Pay and Google Pay is 2€.

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NOTE: Visa Electron and MasterCard Maestro, V-pay and prepaid/Travel Money cards shall
not be accepted as payment method as being debit cards they require online transaction
format and the balance needs to be checked before concluding the transaction.

Card not being accepted by the EPOS device

It is mandatory to provide each customer with a declined card transaction receipt, whether
they request it, or not.

If the card respects all the requirements but is still not recognized by the EPOS device,
customer should be at all times informed that our devices are operating in an offline mode
only (we cannot connect to a ground system). Hence, it is very probable that the bank
issuing the card declined the possibility of an offline transaction. Please advise the
customer to contact the bank and request to unblock the card.

Once noticing that cards issued by the same bank and country are repetitively declined by
the EPOS device, a service Intelex report should be sent.

The report should include the following data: the name of the issuing bank, country, and
first six digits of the card. This will enable us to contact the respective banks and facilitate
the process of unblocking the offline transactions.

Cash payment procedure

• It is mandatory to provide each customer with a receipt whether they request it,
or not.
• The receipt must be printed in the same currency as the one received from the
customer.
• It is strictly prohibited to print all the receipts in Euro currency. It is not allowed to
exchange currency for a customer. However, what can be done is to offer a change
in a foreign currency, whenever a customer makes a purchase.

4.4.2 Refund procedure

As a result of performing a refund on EPOS device, receipt confirming the returned and
refunded product(s) will be printed out.

Procedure

• Only SCA, C/A 3 and C/A 5 are allowed to initiate and/or authorize refunds -
every refund should be additionally authorized by another Crew member who is
also responsible for EPOS operation on that flight.
• Only full refunds are available, partial refunds are not available on the EPOS.
• Refunds which include vouchers or coupons are not available on the EPOS.
Customers must be advised before a transaction.
• In case a transaction including voucher/coupon must be refunded/claimed, this
must be done post-flight by customer contacting wizzair@inflightservice.se
• Customer retains the initial receipt with their original order.

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• Refund receipt confirming the returned and refunded product(s) shall be also given
to the customer.
• In case of refunding a virtual product same set-up as above shall be followed and
service Intelex report shall be sent to Service by selecting Refund -> Product refund
-> Virtual product refund category.
• As the whole refund process is recorded electronically, no other actions are required
from the Crew.
• The refunded transactions and total refunded amount per currency is printed on
the payment report.

4.4.3 EPOS general

Operation of an EPOS

• Operation of the EPOS devices belongs to the responsibility of SCA and C/A 3.
• At the beginning of each duty C/A 3 is to check the availability and functionality of
all three EPOS devices. Any missing EPOS(es) is/are to be reported via Intelex
report after duty.

• It is the responsibility of C/A 3 to set up all EPOS devices and open flights in case
of the first flight of the operating Crew.
• SCA has to provide CA/3 with the actual passenger number, seal numbers and
stock data, in case of the first commercial flight of a day, or with actual passenger
number only, in case of the first flight of the operating Crew.
• During the process of setting up the devices seal numbers appearing on the EPOS
device have to be crosschecked with the ones removed from the trolleys and boxes.
Any seal discrepancy should be marked in the EPOS device and a service Intelex
report shall be submitted.
• During the process of setting up the devices any stock discrepancy identified
against the standard loading has to be corrected in the EPOS device.
• In case of an uplift, SCA shall provide CA/3 with uplift data that are to be inserted
into the EPOS device.
• Once the process of setting up the devices is completed C/A 3 is to proceed to the
FWD galley to provide SCA with EPOS device.
• Both galleys shall start the sales process.
• Product prices in various currencies are provided by the EPOS device.
• Closing the flight and opening the new one in between the flight sectors shall be
performed on one EPOS device with all devices in close proximity. All EPOS devices
shall be left in the EPOS Stowage Box for the C/A 3 to later proceed with opening
the flight and synchronization.
• After the start of descent on the last flight of a duty has been announced, the SCA
is to proceed to the AFT galley with their EPOS device to initiate closing the flight
sector and synchronization process of the EPOS devices together with C/A 3.
• On the last commercial flight of the day or catering barset of the day, the remaining
stock shall be checked against the closing stock displayed on the EPOS device.
• Should there be any differences between EPOS closing stock and Crew’s count, the
difference shall be entered into the EPOS device.

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• Yellow seal numbers and high security seals numbers appearing in the EPOS for
closing, confirmed during process of setting up the devices, must be used for
closing the catering equipment.

NOTE: It is advisable for the CA/3 to have a copy of Flight Info or Journey Log printed
out in order to have all the data required for opening flights and processes of setting
up the devices.

Handling of EPOS device

• During pre-flight check the general condition of the EPOS devices, the battery
status, the paper loading have to be checked.
• The proper stowage of the EPOS devices is into the charging unit whenever not use
for sales purposes which is in the EPOS Stowage Box in the AFT galley.
• Onboard charging unit will hold up to four (4) EPOSes and four (4) BT13B batteries.
• The EPOS touchscreen can be operated either with a stylus, use of a finger, or with
an input device with rubber ending.

4.4.4 Missing or inoperative EPOS device

Missing or inoperative EPOS must be reported at the end of the duty via service Intelex
report. The report should include the A/C registration and in case of inoperative EPOS, the
EPOS bar code number. The bar code number is to be found on the front part of the
devices.

Bar code number

Missing EPOS device

• In case of a missing EPOS no other actions should be taken apart from submitting
a service Intelex report.

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Inoperative EPOS device procedure

• The inoperative EPOS shall be tagged with the Unserviceable Equipment Tag and
left in the onboard charging unit for the caterers to replace it.
• Unserviceable Equipment Tag should contain EPOS bar code number and a
description of the problem.
• Intelex report including the bar code number must be sent.
• In case there is only one operative EPOS device at the beginning of the duty, it
should be used to perform the sales either in the whole cabin, or by one set of
Crew while the other Crew will perform the manual sales and insert the orders
into the remaining operative EPOS device at the end of each flight.
• As long as at least one EPOS is operative, card payments should be always
accepted.
• In case EPOS device becomes inoperative during service, manual sales must be
performed and inserted into the remaining operating device at the end of the
duty.
• In case all the available EPOS devices become inoperative during catering
service, the manual sales must be performed and registered on the
Reconciliation Sheet.
• While using the Reconciliation Sheet, the following information has to be
provided: fight date, flight numbers, flight route, customer count, barset
number, opening and closing stock, sold items, names and signatures of SCA
and C/A 3.
• The Reconciliation Sheet comes in two copies – white, should be placed into the
cash bag at the end of a duty, and pink which should be taken to the office.
• When performing a manual sales card payments cannot be accepted and
promotions/deals cannot be offered. Products can be sold at their regular price
only. In such cases a relevant announcement should be made before starting the
service.

NOTE: In case of EPOS device becoming frozen, the device shall be reset/ switched off.
One should do it by pressing the small button located on the lateral right hand side of the
device. Slide power off will appear on the screen to confirm the action. To power on the
device press on the small button located on the lateral right hand side and then unlock the
screen by using the code 320321.

4.4.5. Onboard charging solution

Onboard charging solution

EPOS devices are loaded on board and placed in the onboard charging unit (OCS) fitted
into EPOS box drawer. OCS can hold up to four (4) EPOSes and four (4) BT13B batteries.
The charging unit has a LED light indicator for each device slot. The green color represents
the battery is: fully charged and the red color represents that charging is in process.
EPOS devices should always be put into the charging unit whenever not used for sales
activities.

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Procedure

Charging unit is equipped with four (4) BT12B batteries. In order to view charging level
indication, one can press the white button on top of the battery that will show the charging
bars – each bar represents 25%.
Charging unit battery Charging bars

Lipo guard bags

Lipo guard bag is made of fire retardant material and is designed for battery storage. Lipo
guard bag is intended to reduce the chances of fire.
There will be three (3) lipo bags loaded on board
• two (2) to be used for storing batteries after the last flight of a day
• one (1) to be used in case of battery damage/leakage

Lipo guard bag

Catering unit’s actions on board

The below process will take place at every barset change:

• EPOS devices and the charging unit stay on board the A/C
• EPOS will be replaced only if U/S tag is attached
• EPOS devices will be synchronized
• Empty batteries will be swapped with fresh 100% charged ones
• The fresh batteries packed in protective lipo guard bags (2 batteries per bag) will
be left by catering personnel in the EPOS box.

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Crew actions on board

The below process must be followed on every duty:

First Crew of the day must remove all four (4) batteries from the lipo bag and dock them
into the charging unit.
• The batteries must be always docked during the duty.
• The last Crew of the day must remove all four (4) batteries from the charging unit
and put them back into lipo bags – two (2) batteries in each lipo bag.
• The third lipo bag should be used only in case of battery damage/leakage.
Batteries must always be removed from the charging unit after the last flight of a day.

Damaged/leaking battery

In case battery gets damaged and/or leaks it should be removed from the charging unit
and put into the third spare lipo bag.

The lipo bag containing damaged/leaking battery must be tagged with Unserviceable
Equipment Tag (U/S tag) and left in the ePOS box for the caterers to replace it.

Unserviceable Equipment Tag should contain battery asset number and a description of
the problem. Intelex report including the device asset number must be sent.

Safe storage of EPOS solution

During duty EPOS devices must be always put to charge into charging unit when not in
use. During duty batteries must always be docked into the charging unit unless
damaged/leaking.

EPOS box must be closed and securely latched when not in use.

In case of fire/smoke of EPOS devices or charging unit batteries, the Lithium Battery Fire
procedure must be followed.

EPOS box should not be sealed to allow caterers to have access to it - EPOS box always
stays on board while the content i.e., batteries and inop devices are to be
changed/replaced by caterers.

Always operate EPOS devices and handle charging unit station with extra care.

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4.4.6 Step-by-step guide on the operation of EPOS

Synchronization shall be performed at the beginning of every duty, before closing and
opening a sector, and at the end of a duty.

Only one EPOS device shall be used to initiate opening and closing of a flight and
synchronizing.

There is no concept of Master device and Satellites, therefore, any EPOS device can be
used to initiate opening and closing of a flight and synchronizing.

Synchronization process not only updates EPOS devices with data, but also remotely opens
and closes flight on other EPOS device(s).
It is important to keep the devices in a close proximity (next to each other) for at least 2
minutes before proceeding with synchronization.

4.4.6.1 Barset opening – Synchronizing at the beginning of a flight

• At the beginning of the duty ensure that the device is in Flight mode and Wi-Fi and
cellular disabled.
• The flight has to be opened on one EPOS device only.
• This can be any EPOS device.
• Tap EPOS app and then SETUP NEW FLIGHT button on the EPOS device.

• Insert Crew ID numbers and tap DONE.

• Tap to add additional crew.
• Repeat the process to add another crew and when finished tap DONE.
• Once all crew members are added, TEAM SETUP is complete.

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• Enter the barset number which can be found on

the catering equipment.
• Use the barcode icon on the right top to scan the
code on or enter barset manually.
• Make sure that the EPOS with the card reader is
turned ON to be able to scan the code.
• Tap NEXT to continue.

• Seals that have been entered by the caterers have to be checked.

• You can add new seals, change or delete their status. To delete a seal, tap the red
dot to its left and tap DELETE.
• To add other seal tap ADD NEW SEAL.
• You can change the status of an existing seal (standard seal, damaged standard
seal, high security seal (steel seal), and damaged high security seal). Tap the
corresponding seal and edit the details.
• Confirm that all the seals are correct by tapping NEXT.

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• Barset summary will be displayed.

• Confirm details and tap DONE to save details. Barset set up it is now complete.
• Tap ADD SECTOR to open Sector Details.

• Enter the flight number and A/C tail registration.

• The flight data will appear automatically.
• Enter the total number of passengers.
• The number of passengers can be added at a later stage as well and then tap DONE.
• All sectors must be entered by tapping ADD NEW SECTOR and flight sector
information.
• Once all the correct information has been added tap OPEN Barset & Sector.
• Team, Barset and Sector Setup are completed by tapping OPEN Barset & Sector.

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• Make sure that all uplifts are accurate.

• If any discrepancies are encountered, tap the item to
edit.
• If all uplifts are accurate, tap NEXT to continue.

• Next step allows us to make sure our stock level corresponds with the warehouse
loading.
• Check the stock of goods according to pre-check specifications of each flight
including duty-paid goods, drinks, food and snacks.

• If you notice any difference between the actual stock in a barset and the stock
displayed in the EPOS, record discrepancies or uplifts for the item by tapping ADD
DISCREPANCY.
• You are required to enter the number of products that are unusable.
• Select the reason for the discrepancy and tap DONE to continue.
• Repeat the process on the inventory section that follows.
• If there are no differences tap NEXT.

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• Uplifts and Inventory management are now complete.

• Tap DONE to open barset and sector and proceed with the
sales.

• The categories menu indicates that you are ready to

start selling.
• Now the EPOS must be synchronized with all remaining
EPOS devices.
• Ensure that you are in Flight Mode, tap the EPOS app and
JOIN EXISTING FLIGHT.
• Enter your crew ID and tap DONE to continue.
• Select TEAM by tapping JOIN THE TEAM you want to join.
• The Categories Menu indicates that the sector is now
opened.
• The devices are now ready to proceed with sales.

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4.4.6.2 Barset not recognized - Creating a Barset

In case a particular barset is not recognized, it can still be created manually.

Procedure

• In case barset is not recognized or not found, EPOS will require creating a barset
manually.
• Following message will appear: “Barset not found, do you want to create an Epos
Created Barset (ECB)?”
• Once confirming the process, the actual barset number should be inserted.
• Actual barset number is to be found on trolleys and boxes.

NOTE: There are no dummy barset numbers, only actual barset numbers shall be used.

4.4.6.3 Flight not recognized

In case flight numbers are not recognized, dummy flight numbers shall be used.

Procedure

• In case flight numbers are not recognized or not found, the dummy flight numbers
to be inserted are 9990-9999 BUD-BUD.

4.4.6.4 Crew ID not recognized

In case a particular crew ID is not recognized, dummy ID number shall be used.

Procedure

• In case Crew ID number is not recognized or not found, the dummy ID numbers to
be inserted are ‘A1’ Guest Crew 1, ‘A2’ Guest Crew 2, ‘A3’ Guest Crew 3 and
‘A4’ Guest Crew 4.

4.4.6.5 Flight closing

Flight should be closed on one EPOS only with all devices in the same location.

When you close on one device, all other devices will syncronize automatically if they are
in the same location.

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• Go on the Main Menu and select FLIGHT SETTINGS.

• On the Manage Flight screen, tap CLOSE SECTOR.

• Make sure to complete all open notifications in order to proceed.

• If necessary, uplift to ensure accurate stock update.
• To skip uplifts tap NEXT.
• Tap SKIP UPLIFTS if already introduced and tap NEXT.
• Next step it is to confirm inventory or modify manually and tap NEXT.
• Confirm Details and correct it if necessary.
• Tap DONE to close Sector.

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4.4.6.6 Flight opening

Flight should be opened on one EPOS only with all devices in the same location.

• Go on the Main Menu and select MANAGE FLIGHT.

• On the Manage Flight screen, tap OPEN SECTOR.
• Products can be uplifted between sectors.
• Enter the newly delivered products.
• Tap on the products to add the new quantities.
• When the uplifts are completed tap NEXT to continue.
• Confirm Inventory and tap NEXT to continue.

• All flights inserted at the

beginning of the duty shall appear
displayed.
•Select the relevant flight on the
Open Sector screen and tap DONE.
• You are now ready to proceed with
sales.
• Join EXISTING TEAM is a procedure
applicable on the remaining devices
only after the SETUP NEW FLIGHT
has been conducted on one of the
devices.
• Only Crew who were entered in the
SETUP NEW FLIGHT, TEAM will be
able to enter the device.
• Sales from the other devices will
update automatically in your device.

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4.4.6.7 Barset closing - Synchronizing at the end of the flight

• You can close a flight on any EPOS device, whether or not

that device was used to open a flight making sure that all
devices re in close proximity.
• However, a new Crew can operate further flights with the
barset.
• Go on Manage Flight screen and tap CLOSE SECTOR and
than CLOSE BARSET.

• Seals for the last flight of the day have been already entered
by the caterer and must be checked.
• You can add new seals, change or delete their status (ADD
/DELETE).
• If all seals are correct, click on NEXT.

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• The inventory list opens again.

• Here you can still update and correct the stock count.
• Close the menu by clicking the blue line or scroll to the
end of the menu.
• Click on NEXT.

• You can either enter the 7-digit cash bag manually or scan
the barcode on the cash bag.
• Tap ADD CURRENCY to proceed entering the amounts.

• Select the desired currency

and enter the amounts accounted
for each type.
• Tap DONE when completed.
• Enter the total cash amount in
each currency.
• Click NEXT when finished.

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• A summary of the barset data will be displayed.

• All seals will be displayed.
• Overview of all cash count will appear.
• If all details are correct, press ADD SIGNATURE.
• You will be asked to confirm the process with signatures of
two Crew members.
• Select the correct Crew ID from the TEAM MEMBERS list.
• Sign on the screen.
• Swipe on to agree with closing of the barset.
• Confirm that the information is correct by tapping DONE.

• You will be asked to confirm the process with signatures of

two Crew members.
• Select the correct Crew ID from the TEAM MEMBERS list.
• Sign on the screen. Two signatures are required.
• Swipe on to agree with closing of the barset.
• Confirm that the information is correct by tapping DONE.

• After both signatures are added,

confirm the details and tap DONE to
close the Barset.
• Closing Reports will automatically
be displayed.
Press on PRINT REPORTS and sign it
before adding it to the respective
cash bag.

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• Barset closure process is completed when the EPOS app will

close.
• You can reopen the app by tapping the EPOS icon.

4.7 Defective equipment check

Damaged or faulty equipment should be reported by the Crew members as described in
4.1.2.1 Inoperative waste trolley procedure and 4.1.4 Inoperative breaks or latches and
4.4.4 Missing or inoperative EPOS

Catering units are also requested to check the serviceability of equipment daily during the
repacking of the carts process paying particular attention to the following:

• Missing runners
• Defective brakes
• Missing wheels
• Doors not closing properly
• Sharp edges
• Damaged hinges
• Missing or damaged trolley tray

In the event of unserviceable equipment detected, this will be removed from the operation
by the catering unit and clearly segregated within a dedicated area. Damaged or faulty
equipment will be reported to Gate Retail Onboard – Operational Team immediately in
order to arrange repair or replacement.

Repair center of the catering equipment is located in Budapest, Hungary. All identified
equipment as damaged or faulty in each base will be sent to the repair center in Budapest.
The spare equipment available at the catering unit will substitute the identified damaged
or faulty one.

As each base is equipped with a certain amount of spare equipment it might happen that
for limited time tagged equipment as INOP by Cabin Crew members might be reloaded
onboard the A/C. This may occur if by the time the initially sent equipment sent for repair

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is returned, the spare equipment also gets damaged or faulty, in this case being no other
equipment available to substitute with.

Repair center of the EPOS devices is located in Barcelona, Spain and all identified
inoperative devices from each base will be sent to the repair center in Barcelona.

As each base is equipped with one spare EPOS device per each A/C assigned to the base
it might happen that for limited time tagged devices as INOP by Cabin Crew members
might be reloaded onboard the A/C. This may occur when one of the EPOS devices is sent
for repair or replacement, yet meanwhile the spare EPOS device also gets damaged or
faulty. In this case there is no other device available to substitute the faulty ones.

Higher chances of occurrence can be expected for bases with one A/C because of the
limited number of spare devices in the base (one).

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5 Onboard service procedures

5.1 Catering service

No late departure should be accepted due to missing onboard catering.

After aligning with the Captain of the flight, SCA is to contact the Catering Service Hotline
(+36301955325) without any delay and advise them about missing catering in order to
arrange the catering loading at the earliest opportunity.

Distribution of catering products for other than sales purposed is not allowed.

The only exception to the rule constitutes Complimentary Crew Meal procedure,
Complimentary Medical procedure and Complimentary Catering Service on Ground
procedure.

Each case should be reported via service Intelex report.

It is obligatory to provide every customer with an original receipt.

Providing a receipt to a customer is a legal requirement. Each receipt should be at all times
printed in the same currency as the one given by a customer and record the actual items
purchased by a customer.

Only SCA, C/A3 and C/A5 are responsible for EPOS operation.

As per position responsibility only SCA, C/A3 and C/A5 should operate EPOS - they should
be the only ones operating their designated EPOS device, and therefore, be accountable
for the performed transactions.

Catering service shall start no later than 20 minutes after take-off.

In order to meet the highest customer service standards, commencing catering service
promptly shall be a priority. Service shall start as soon as possible, yet no later than 20
mins after the take-off.

For details regarding first contact between Cabin Crew and Flight Deck Crew after take-
off please refer to CAM 1.10.3.

It is required to address every customer during the catering service.

As a good customer service practice every customer shall be addressed during catering
service, either verbally or by establishing an eye-contact. It is one of the rare occasions
for the Crew to make sure contact has been established with each guest, therefore, special
attention shall be given to this practice.

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5.1.1 Crew conduct in regard to the onboard sales activities

In order to support a transparent and lawful sales environment for customers and Cabin
Crew community, all Cabin Crew members are obliged to comply with the processes and
policies stipulated in the Cabin Attendant Service Manual.

Violating any of the below mentioned regulations will be investigated individually and
subject to disciplinary sanctions, including contract termination.

Special caution shall be exercised to adhere to the below regulations:

Crew ID in EPOS
• Crew must make sure the ID of particular Crew member who performs transaction
is correctly selected in the EPOS device.
• Crew whose ID appears as performing particular transactions will be held
accountable for it in case of investigation.

Receipt

• Each customer has to be provided with an original receipt.

• Customer must not be asked if they would like to have a receipt. Receipt must be
handed over to customer in a demonstrable way.

Card payment

• Card payment limitations as per 4.4.1 Card and cash payment have to be observed.
• Card threshold violations reports are investigated on a monthly basis.

Promotions and discounts

• Application of promotional voucher and/or discount offer has to be performed in

accordance with communication announcing such promotional voucher and/or
discount sent out by Cabin Operations department.

Refunding

• Refunding products must be done only on customer’s request as a result of

changing their mind, or in case of Crew’s mistake.
• Only SCA, C/A 3 and C/A 5 are allowed to initiate and/or authorize refunds as per
the relevant procedure.
• Each instance of performing a refund is registered and printed on the payment
report of each used EPOS device and the Final Payment Report.
• Refund reports are investigated on a monthly basis.

Shrinkage

• Shrinkage is defined as products missing in the final count after barset returns to
the catering unit. Difference in products recorded as sold on board vs products
physically present in the barset.

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• Shrinkage level per each Crew member will be measured with shrinkage indicator,
separately for Café and Boutique.
• This indicator is based on the total barset shrinkage and the number of barsets
handled by each crew member as per the example below:
Crew member’s X shrinkage per barset in April = Total EUR shrinkage for all barsets
Crew member’s X has serviced in April / Total amount of barsets handled in April.
• Shrinkage indicators are evaluated on a monthly basis.

General sale conditions

• While on duty Cabin Crew is not allowed to carry and/or be in a possession of

products that are identical or similar (defined as having a resemblance in
appearance and/or ranging in volume and/or weight) to the Retail On Board
• Every single item from the Retail On Board selection has to be registered into an
EPOS or on manual sales sheet.
• Sale, defined as giving or handing over goods in exchange for money, of Retail On
Board products shall be made only if the Retail On Board products have been paid
for and are delivered by the Cabin Crew members on behalf of Gate Retail Onboard
to the purchasing customer.

Crew sales

• In case Crew wants to purchase an onboard item, the transaction must be made
by the SCA of the flight and recorded via Crew Sales. Receipt as a proof of
transaction must be kept throughout the whole duty.

5.1.2 Minimum service standards

The following standards should be observed, however, common sense should be exercised
in case of exceptionally long services, night flights or any other unforeseen scenarios.

In case of flight time being less than 40 mins when catering service is not required, a
relevant announcement stating that products are available upon request must be made.

NOTE: In case of WIZZ Café or WIZZ Boutique service not being performed due to any
unforeseen circumstances, Intelex report should be submitted.

Flight time (minutes) WIZZ Café WIZZ Boutique

Less than 40 Not required Not required
Between 40 and 90 1 1
Between 90 and 150 2 1
Between 150 and 240 3 1
Over 240 3 plus an extra service on demand 2

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5.1.3 WIZZ Café

Service is considered performed only when both galleys have completed it.

Whenever Crew serving one cabin part finishes the service earlier, they should reposition
the trolley and catering equipment and make sure that crew who is still serving customers
is in possession of all the necessary products, and/or that they do not require any other
assistance.

Standards

• The WIZZ Café service has to be carried out by four Crew members with a use of two
full sized trolleys in two cabin sections.
• SCA and C/A 2 should perform the service in the FWD cabin section whereas C/A 3 and
C/A 4 should perform the service in the AFT cabin section.
• The SCA and C/A 3 are responsible for EPOS devices and money handling whereas C/A 2
and C/A 4 are responsible for serving customers, thus, for hygienic purposes they should
avoid getting in contact with money.
• Doors of Bar trolleys should be opened on both sides for the time of WIZZ Café service.
• For dressing the trolley following guidelines should be applied:
− Two plastic drawers should be placed on a top of each full sized Bar trolley.
− One plastic drawer (on the SCA and C/A 3 side) should be filled with the
catering products and serve as a tempting drawer.
− Tempting drawer should be composed in a way that is attractive and appealing
to the customers; however, all the safety precautions shall be observed for
the products not to pose any danger of harming a customer in case of falling.
− Another plastic drawer (on the C/A 2 and C/A 4 side) should be filled with dry
store items and serve as a service drawer.
− The service drawer should contain cups, cup lids, spoons, stirrers, napkins,
salt and pepper, lemon juice, sugar, milk, a selection of hot drinks and a pot
with hot water.

Procedure

• After take-off, when the engine power is reduced and the noise level in the cabin is
lower, catering announcement (minimum standard) should be performed.
• Once the seatbelt sign is off, C/A 3 is to proceed to the FWD galley to provide SCA with
EPOS device.
• The positions of the Crew members on the specific flight should be considered during
the preparation for the service. At the same time every Crew member must be equally
involved to support team work.
• The below guidelines shall be applied when preparing for the service:
− Proper filling of paper and batteries level in both EPOS devices should be
checked.
− Tempting drawer should be prepared with commercial awareness,
depending on the time of a day and regional needs.
− All the items that may be required for the service should be placed in the
trolley in a sufficient amount to avoid going back to the galley.

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− Products that are not available in the Bar trolley or are not available in
sufficient amount should be placed in tempting drawers of the SCA and
C/A 3.
• Once preparation of trolleys is complete, the WIZZ Café promotional announcement
should be made.
• Before leaving the galley and/or when not in use all trolleys, boxes, drawers, inserts,
shelves and any loose items should be latched, stowed and secured. The galley area
should be clear of any personal items/loose items at all times when not supervised.
• The SCA and C/A 2 should serve the FWD section of a cabin starting from the 1st row
moving towards the 15th row.
• The C/A 3 and C/A 4 should serve the AFT section of a cabin starting from the 16 th row
moving towards the 30th row.
• The service should start at the same time in the front and in the middle of a cabin.
• In exceptional cases when the flight time is very short and/or when the SCA deems it
necessary C/A 3 and C/A 4 should start the service from the last row moving towards
the middle of the cabin. Based on the highest standards of customer service, customers
should be approached from the front side and should be allowed to see the display
drawers before making a purchase, therefore starting the service from the last row
should be considered as an exception.
• During cruise, except the time of the catering service, FWD and AFT entry area should
not be left unattended. During catering service the relevant areas must be monitored
by the Crew members in order to avoid any attempt of the customers to remove the
catering equipment, aircraft components.

Service drawer set-up Tempting drawer set-up

5.1.4 WIZZ Boutique

Standards

• The WIZZ Boutique service has to be carried out by two Crew members with a use
of one full sized trolley throughout the whole cabin.
• The service should be performed by the SCA and C/A 3.

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• In exceptional cases or when the SCA deems it necessary, the WIZZ Boutique
service can be conducted by SCA and any other Crew member.
• Doors of the Duty Paid trolley should be closed on both sides for the time of the
Boutique service.
• Duty Paid trolley should be dressed up by the SCA and C/A 3.
• For dressing the trolley the following guidelines should be applied:
− Two plastic drawers should be placed on a top of a full sized Duty Paid
trolley.
− Both drawers should serve as tempting drawers and contain a wide selection
of various duty paid products.
− Tempting drawers should be composed in a way that is attractive and
appealing to the customers; however, all the safety precautions shall be
observed for the products not to pose any danger of harming a customer in
case of falling.

Procedure

• The WIZZ Boutique service should be performed after the first WIZZ Café service
is completed.
• Once preparation of the Duty Paid trolley with the tempting drawers is completed
the WIZZ Boutique announcement should be made.
• Before leaving the galley and/or when not in use all trolleys, boxes, drawers,
inserts, shelves and any loose items should be latched, stowed and secured. The
galley area should be clear of any personal items/loose items at all times when not
supervised.
• The service should start from the 1st row towards the 30th row. After serving the
whole cabin, the Duty Paid trolley should be repositioned to the FWD galley.
• The SCA or C/A 3 being responsible for EPOS devices and money handling should
be always facing the AFT galley.
• The below guidelines should be applied when performing the service:
− All products should be handled with an extra care to avoid foil and packaging
damage.
− It is forbidden to unwrap products from their original packaging unless the
customer has already paid for them and requested to unwrap them.
• Upon completion of the WIZZ Boutique service, the tempting drawers should be
restored to their original place in order to avoid any discrepancy.

5.1.5 Damaged, faulty or expired products

5.1.5.1 Reporting a complaint

To ensure a thorough and detailed investigation is conducted when a complaint is raised

by the customer or affected products is identified by a Crew, Crew shall ensure all the
relevant information is collated and passed in a timely manner.

• Each instance has to be reported via service Intelex report.

• In case any WIZZ Café product is found mouldy, expired, with a foreign object, or
damaged, or WIZZ Boutique product is found faulty or damaged, they cannot be
sold and relevant actions must be taken as per the below table.

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• In case of potential food poisoning, mouldy food and foreign object found in food,
hotline must be called upon landing on the first outbound/inbound station.
• Hotline will advise the dispatching unit to meet the Crew upon A/C at arrival if
possible - Crew should handover the affected products to the catering personnel

Action table

Mark affected
Segregate all
product
Place product products Stop sales of
Take photo (put it in a
Keep sample into a with affected all products
of LOT no Call sickness bag and
for an cooling bag LOT from from
and Hotline leave a note)
investigation with cooling products with the affected
expiry date and keep it in
batteries other LOT
designated place
LOT no
in the barset

Alleged
food poisoning ✔ ✔ ✔ ✔ ✔ ✔ ✔

Expired food
or drink ✔ ✔
✔
Mouldy food
✔ ✔ ✔ ✔ ✔ ✔ ✔

Foreign object
in food ✔ ✔ ✔ ✔
✔
Packaging
or labelling issue ✔ ✔ ✔ ✔
✔
Damaged product –
Café or Boutique ✔ ✔

NOTE: In case of damaged drinks the liquid has to poured before putting them into air
sickness bag.

LOT number

LOT number is a unique identification number assigned to a particular quantity or lot of

material from a single manufacturer. It can be typically found on the outside of a
packaging. The lot number enables tracing of the constituent parts or ingredients as well
as labor and equipment records involved in the manufacturing of a product. This enables
manufacturers and other entities to perform quality checks.

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Unique ID of product (LOT nr.)

Expiration date

5.1.5.2 Customer returning a product

Procedure

• In case customer purchases a WIZZ Café or WIZZ Boutique product which turns
out to be damaged, faulty or expired, Crew should accept the claim and either
exchange or refund it.
• Each instance has to be reported via service Intelex report
• This is allowed only when customer purchases the product and makes the claim on
that particular flight.
• It is forbidden to accept any claims of damaged, faulty or expired WIZZ Café or
WIZZ Boutique products that were not purchased on that particular flight.

Warranty claims

• Warranty claims together with receipts shall be submitted by customers to

wizzair@inflightservice.se. This e-mail address is to be found on the last page
of the WIZZ Magazine.
• Customers who purchase high-priced products should be advised about the above
e-mail address to be used for any potential warranty claims and inquiries.

5.1.6 Serving alcohol

Procedure

• Alcoholic beverages which were not bought on board the A/C cannot be consumed
by customers.

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• It is not allowed to serve alcoholic beverages to a customer who appears to be

under the influence of alcohol and to a customer below 18 years old. Intoxicated
customers are a possible safety hazard.
• It is not allowed to serve any alcoholic beverages to customers before take-off
and/or after landing.

5.1.7 Sandwich handling

Sandwich supply chain

Our partner offers production, storage and logistic capabilities acting as a central
warehouse and distributor for the sandwich products to the local bases.

Characteristics of a supply chain

• Sandwiches are produced at the facility.

• After production they are being stored in special cold storage rooms at freezing
temperatures (<18 °C) or below.
• Sandwiches are then transferred to each base of the network in special trucks which
fulfill the requirements of transporting frozen goods.
• At arrival chill chain is maintained and sandwiches are stored in similar conditions
(cold storage rooms with temperatures <18 °C or below) at the catering unit.
• It is required to have a use by label to each sandwich with a date on it.
• Regardless of when the sandwiches are removed from the cold storage rooms, the
label placed on the Sandwich must show the expiration date and time (i.e.:
Sandwiches removed from the chiller for loading at 0300 on Monday 01st Jan 2022
– Label must state Use by: – Tuesday 02nd Jan 2022, 01:00).
• Sandwiches have to be prepared for loading 14 (fourteen) hours in advance by
taking them out of the cold storage rooms and storing them in refrigerators at
temperatures between 2°C and 7°C.
• The sandwiches are thawed in an approved and safe manner to ensure that the
product surface does not exceed 7°C upon completion.
• After thawing the sandwiches their temperature has to be measured - using an
infrared thermometer – and kept at 2°C - 7°C and should be documented.
• Upon dispensing marking and temperature (allowed temperature: 2°C - 7°C)
should be checked again, and also documented.
• Products are loaded in cooling boxes equipped with cooling agents in order to
maintain the chill chain.

Procedure

• There is a full size sandwich trolley loaded on board the A/C (or two full sized
trolleys for A321).
• Initial loading ratio of sandwiches is available in the EPOS device.
• The sandwiches are usually loaded once per day in the morning before the first
flight, in separated trolleys, together with the rest of the catering supplies.
• In case of an uplift all uploaded food or beverages must be inserted into the EPOS
via ‘Confirm Uplift’ in Inventory Item.

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• Sandwiches are loaded in cooling bags with cooling batteries in order to maintain
low temperature.
• As a part of preparation for the first commercial flight of a day Crew should take a
reasonable number of sandwiches out of the cooling bags and place them into a
drawer to allow them to reach room temperature before service.
• In order to maintain high hygiene standards sandwiches must be kept in fully
zipped cooling bags at all times.
• Crew must not eat or offer for sale any food item which has been stored out of the
controlled environment (i.e. closed insulated cool bag with ice packs) for longer
than four hours. Such food must be removed from the aircraft by the catering
personnel.
• Sandwiches which are not sold must be restored to the cooling bags.
• Each sandwich has to be marked with ‘Expiry’ ‘Used by’ date labelled on the
packaging.
• In case of ‘Expiry’ ‘Used by’ date label missing such sandwich cannot be sold and
a service Intelex report has to be submitted.
• ‘Expiry’ ‘Used by’ date of sandwiches should always be checked before offering
them to the customers. Out of date products must never be sold.
• For flights operated overnight with sandwiches loaded previous day, expiry date
printed on the label shall be checked and if not valid sandwiches shall not be sold.
• Lack of ‘Expiry’ ‘Used by’ date, or any out of date product should be immediately
reported via service Intelex report.

5.1.8 Sandwich data logging process

The process aims to verify if the ongoing onboard chill chain is effective and provides a
consistent and safe onboard storage temperature for fresh products.

In order to document the above occasional tests are being run where data logging device
is placed inside one of the sandwiches to record the temperature data. Whenever
data logging test is to be held, Crew will be advised about it via email prior to the duty
that is affected by the logging test.
There are no other actions required from the Crew than ensuring that the affected
sandwich will not be sold and it will remain in a zipped cooling bag with two cooling
batteries.
What to expect
• One sandwich with data logger will be loaded in a marked cooling bag.
• The cooling bag should have the standard number of two (2) cooling batteries.

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5.1.9 Peanut allergy

Standards

• Customer with allergic conditions should be offered a personalised welcome and

should be assured that the Crew will provide them with all the necessary assistance.
• Customer should be asked if there is anybody travelling with them.
• Customer should be asked if they have sufficient quantities of appropriate
medications (EpiPen, antihistamine, etc.). If they do not have any/sufficient
quantities, Crew should be vigilant throughout the flight.
• In case of an unfortunate event of allergic reaction the CAM First Aid procedure
must be followed.
• If time permits the tray table and the seat of the affected customer should be wiped
with wet towels before the customer is seated. This may be delegated to the
companion of the affected customer.
• Inform the affected customer and their companion how to alert the Cabin Crew
(by pressing the attendant call button) in case they would need any assistance
during the flight.
• All Cabin Crew members should be briefed on the situation.

Procedure

• Sales of the nut products from the WIZZ Café offer (peanuts and Snickers bar, or
any other products containing nuts that may be added to the onboard offer)
should be suspended for the duration of that sector and every effort shall be
made to ensure that other customers are offered an alternative.
• The relevant announcement shall be made latest before take-off (one PA is
sufficient).

Customer suffering from peanut allergy announcement

‘Ladies and Gentlemen,

To ensure the safety and well-being of one of our customers suffering from a severe
allergy, we will not be able to offer you peanuts or any other products containing nuts or
peanuts during the WIZZ Café service.

Also, let me kindly ask you not to consume any nuts that you may have brought on board
with you.

Thank you for your understanding and cooperation.’

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5.1.10 Virtual services

5.1.10.1 Premium seats

Premium seats service is offering our customers the possibility to enjoy their journey in a
more comfortable way by seating in rows which provide extra legroom.

Procedure

• Seats in rows 1st, 12th and 13th can be chosen during ticket booking process as
Front Row seats (1st row) and Extra Legroom seats (rows 12 th and 13th) or on board
the aircraft.
• Premium seat service can be recognized by the seat number on the boarding card.
• In case customers with children have to be reseated, attention must be paid to
preserve comfort of FRRS and EXTL customers.
• Whenever there are Premium seats available on board, Cabin Crew should make a
short announcement to inform and encourage customers to purchase Front Row or
Extra Legroom seats.
• During boarding, whenever a customer would like to sit in the Premium seat and
availability allows for it, Crew member are to offer these seats for purchase and at
the same time inform a customer about the onboard price of this product (20 euro).
• Payment for the Premium seat should be collected during the first WIZZ Café
service by the SCA.
• The Front Row and Extra Legroom seats can be found in the EPOS under the
‘Tickets’ product group.
• The single receipt printed by the EPOS is a customer copy. There will be no copy
for a cash bag.
• In case of refunding the Premium seat, the refunded product receipt shall be given
to the customer. Intelex report shall be sent to Service by selecting Refund ->
Product refund -> Virtual product refund category
• Those products can only be sold in case there is an operative EPOS device on board.
Premium seats must not be sold when performing manual sales as those are virtual
products.
• In case Crew is forced to reseat a customer that purchased the Premium seat
product online, due to PRM seating requirement or any other reason, they should
be redirected to wizzair.com to obtain a refund for the service.
• Only customers that purchased the Premium seats online or on board can be seated
in the Front Row and Extra Legroom seats (exception ABPs for emergency exits
special appointed by Cabin Crew).

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5.2 High-value products count

A standalone procedure of count and handover of high-value products aims to mitigate

stock shrinkage and protect revenue.

Procedure

• The current list of products considered high-value is to be found on ‘Seals and High-
value Products Handover Form’.
• High-value products have to be counted before and after each duty, that is before
first commercial flight of a day, in between Crew swaps, and after the last
commercial flight of a day. This means each Crew set has to count two times –
before and after their duty.
• Actual quantities must be always registered in EPOS and on ‘Seals and High-value
Products Handover Form’.
• High-value products count must be done jointly by SCA and C/A 2 who will both
confirm the actual quantities and, in case of an indirect Crew swap or a last
commercial flight of a day, also numbers of seals applied on a Duty Paid trolley.
• ‘Seals and High-value Products Handover Form’ must be left in the Master box for
another Crew operating the same barset.
• Next Crew should cross-check the actual high-value products quantities and, in
case of an indirect Crew swap or a first commercial flight of a day, also numbers of
seals applied on Duty Paid trolley against ‘Seals and High-value Products Handover
Form’.
• In case of any discrepancies between the actual quantities and/or seals numbers
and Crew inputs from ‘Seals and High-value Products Handover Form’, they should
be corrected in EPOS, comment should be made on the side of the form, and
relevant service report should be sent.
• ‘Seals and High-value Products Handover Form’ must be brought to the office by
the last Crew operating the same barset and left in the designated place for record
purposes.
• In case of a last commercial flight on a given barset (last commercial flight on last
day of a barset), closing quantities of high-value products have to be additionally
marked on ‘Barset Handover Form’, confirmed by SCA and C/A 2 and left in the
Master box.

5.3 Waste collection

Standards

• Waste should be collected as often as possible for customers’ comfort and cabin
cleanliness.
• It should be done with a use of a waste trolley, a waste drawer when required, or
simply by hand whenever spotted.
• Whenever collecting waste plastic gloves should be used.
• Due to limited space in a waste trolley all collected cups shall be placed into each
other while cans and plastic bottled squeezed and only afterwards should be
disposed into the trolley.

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• To avoid spillage all liquid waste shall be collected into waste drawer placed on top
of the waste trolley. In order to keep the waste drawer clean it is advisable to cover
its bottom with paper towels.
• After the waste collection is completed liquids shall be poured into the lavatory and
cups shall be disposed into the waste trolley afterwards.
• Liquids should never be poured into lavatory sink or galley drain sink.
• Only dedicated waste drawer can be used for minor waste collection process.

Waste collection process

• The waste collection shall be performed always at the top of the descent,
immediately after each catering service as minimum standard and whenever
situation requires it. Good customer service implies immediate collection of
unwanted items from our customers.
• In order to facilitate the process each collection of unwanted items can be
proceeded by waste collection announcement (to be found in the announcement
booklet) if Crew members deem necessary.
• The waste collection should be performed by C/A 2 and C/A 4; however, in
exceptional cases or when the SCA deems it necessary, the waste collection can be
conducted by any other two Crew members.
• The first waste collection must be started from the FWD part of the cabin towards
the AFT part.
• Upon completion, the waste trolley should be safely stored in the AFT galley (until
the moment of top of descent).
• At the top of descent the waste collection shall be performed from the AFT galley
towards the FWD galley.
• Upon completion, the waste trolley must be restored inside its dedicated stowage
compartment in the FWD galley.
• Additionally, whenever situation requires it, waste drawers should be used to collect
minor waste during the flight.
• Whenever a waste drawer was used to collect waste in the cabin and access to the
waste trolley is not immediately possible, waste should be temporarily disposed
into a plastic bag until it can be disposed in the waste trolley.
• For safety reasons, waste bags shall not be kept in galleys or lavatories during
takeoff and landing. In highly exceptional cases, with no possibility of stowing
waste bags in the waste trolley, the waste bags can be stowed in the lavatories but
must be attached to the handle to prevent moving or falling .
• Waste bags shall be removed from a waste trolley and closed tightly after each
duty during the day and after the last commercial duty of the day.

Disposal of waste bags

• At home stations, waste bags from the waste trolley and the lavatories should be
removed and placed on the stairs.
• Before each disposal waste bags should be tightly closed as waste scattered across
the apron can be a safety threat.
• All home stations accept waste bags for disposal. However, some other airports
also offer such service and waste bags can be disposed free of charge.

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• Waste bags, even if not completely full, should be always disposed wherever waste
bag removal is completely free.
• The valid list of waste bag disposal fees at particular airports can be found on S-
drive and shall be complied with whenever possible.

5.4 End of catering service

The last catering service should be finished the latest at the top of descent.

Procedure

• At the top of descent the SCA has to make the announcement to the customers
about finishing the onboard sales and collection of the unwanted items.
• The waste collection with a use of a waste trolley should be performed by C/A 2
and C/A 4
• Closing the flight sectors shall be performed on each EPOS device separately.

5.4.1 Last duty sector procedure

After finishing the onboard sales and when the last duty sector is about to be
accomplished, the last duty sector procedure is to be followed.

Procedure

• Drawers and trolleys should be stowed in their original location.

• All dry store items, catering products and catering equipment must be replaced to
their original stowage (dedicated trolley or catering box). Leaving the dry store
items in the stowage compartments or in the flight deck is not allowed.
• In case of an immediate Crew change the temptation drawers should be left
prepared/dressed up for the next Crew. This enables next Crew to save time spend
on preparation for the service – it may boost the sales and the customer service
level.
• In case of unforeseen situations or when there is no immediate Crew change, all
products should be placed in their original location.
• On the last flight of the duty SCA has to count the income of the FWD galley.
• At the same time C/A 3 has to count the income of the AFT galley.
• Upon completion, SCA is to proceed to the AFT galley to initiate closing of the barset
and synchronization process of all the EPOS devices used on a duty together with
CA/3.
• Once the synchronization is completed, C/A 3 is to pass the income of the AFT
galley to SCA, while SCA is to pass the income of the FWD galley to C/A3. SCA shall
recount AFT galley income, while C/A 3 is to recount the FWD galley income. Only
afterwards, SCA has to sum up the sales.
• Once the deposited cash is inserted into the system, both SCA and C/A 3 shall
confirm it with their signatures.
• Following that, the Final Payment report must be printed, on which the deposited
cash must be confirmed by the handwritten signatures of SCA and C/A 3.

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• The Final Payment report and the confirmed cash shall be placed into the cash bag,
the cash bag needs to be filled in accordingly and closed securely for disposal.
• SCAs are advised to keep a spare cash bag with them while on duty in order to
avoid cases of not being able to store the income at the end of the flight.
• All catering trolleys and boxes (including the empty ones) must be sealed:
− After the last commercial flight of the day, excluding waste trolley and
EPOS Stowage Box (yellow seals and metal seals);
− When there is no immediate Cabin Crew change or when the galley is
left unattended (green seals).
• In case of the last duty sector, High Value Handover Form shall be updated for
outbound crew.
• In case of the last commercial flight of the day, High Value Handover Form shall be
updated and brought to the office.
• In case of the last commercial flight of the day, Barset Handover Form shall be
filled and left on the FWD galley top.
• For safety reasons, and as a gesture of courtesy to the next Crew, all
compartments, inserts and shelves should be emptied completely so that nothing
is left inside.

5.4.2 Last commercial flight of a day – return bar count procedure

On the last commercial sector of a day, the Cabin Crew members are required to count all
remaining WIZZ Café and WIZZ Boutique products according to the following procedure.

Procedure

• SCA is to count the remaining products in the FWD galley whereas C/A 3 is to count
the remaining products in the AFT galley.
• In case counting is not performed, service Intelex report must be sent. If there is
no service Intelex report submitted, it is considered that counting was performed
and any discrepancies between EPOS closing stock and the actual stock are to be
investigated with relevant Crew.
• To facilitate the counting process the following guidelines should be taken into
consideration:
− The EPOS Stock Count Assistant sheet should be used to ease the cross-
checking. Updated versions of EPOS Stock Count Assistant sheet can be
found on the S-drive, WIZZ Port, Master Box, and are also being provided
by the Service team with every range change.
− As a general rule, due to the value, the WIZZ Boutique items should be
counted in the first instance so that they are always declared in the EPOS.
− Proper work planning should be applied, i.e. during the day products should
be used in order, starting from the top to the bottom drawers.
• The sum of the remaining items shall be checked against the closing stock displayed
in the EPOS device during synchronization. Should there be any differences
between the EPOS Inventory List and Crew count, differences shall be corrected in
the EPOS device.
• All catering and dry store items must be restored to their original location.

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• Seal numbers, including high security seals appearing in the EPOS for closing, being
confirmed during synchronization, must be used for closing the catering set in FWD
and AFT galley.
• The color of the seals used for sealing trolleys and boxes after the last commercial
flight of the day is yellow.
• Seal numbers are to be confirmed in EPOS and the Barset Handover Form should
be filled.
• In case of any plastic seals remaining on board, they are to be disposed into the
designated box in the office. Prior to disposal, unused seals shall be
deactivated/ripped so they cannot be used again under any circumstances.
• EPOS Stowage Box and waste trolley must not be sealed after the last commercial
sector of the day - to grant access for the caterers/loaders and cleaning service.

EPOS Stock Count Assistant

5.5 Cash bag procedure

Respecting all guidelines regarding closing the onboard sales and correct declaration of
the available currencies leads to a proper cash handling and no cash discrepancies. Only
successful completion of this procedure results in accurately calculated commission. Thus,
the following rules should be observed at all times.

5.5.1 Cash bag types

There are two types of cash bag available that differ in serial number format:
• Type 1: serial number consist of digits only – format recognized by EPOS
• Type 2: serial number starting with letter "A" – letter format not recognised by
EPOS
In case of type 2 cash bag, letter "A" should be substituted with "0" (zero) in order to
register the cash bag in the EPOS.

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5.5.2 Last duty sector in case of closing sales with no cash transactions

Whenever there are no cash transactions and sales is closed with card payment only, no
physical cash bags should be used.

Procedure

• When closing the barset, Crew should enter 0,01€ as a crew count value in EPOS.
• EPOS will always ask for a cash bag number - do not register any actual cash bag
number but a 7-digit number consisting of an actual day of the month, flight
number and "0" (zero) at the end (e.g. for the 1st of February and the flight number
1234 - "0112340" should be inserted).
• No physical cash bag should be used and disposed at the office. No Payment Report
should be printed. Please note that the cash bags will still be provided as a part of
Master Box content. These should be used only in exceptional cases when cash is
being accepted. In such cases, standard (old) procedure should be followed.

5.5.3 Last duty sector cash bag procedure in case of no A/C swap

Procedure

• Once total Crew confirmed cash is entered into the system, both SCA and C/A 3
shall confirm it with their signature on the screen.
• The Final Payment report should be printed and signed by the SCA and C/A 3 to
confirm the deposited cash.
• The cash bag should be filled accordingly to the valid flight data including Flight
Date, Flight Numbers, barset number, A/C registration, Crew ID – SCA, Crew name
– SCA, Value of Cash in Euros and value of Cards in Euros.
• Following items should be placed into the cash bag before closing it securely for
disposal:
− The Crew confirmed cash in all acceptable currencies - notes and coins
− The signed Final Payment report or in case of manual sales process the Cash
Reconciliation Sheet (white copy)
− All vouchers (if applicable)
− Complimentary Crew Meal (if applicable)
− Complimentary Medical (if applicable)
− Complimentary Catering Service on ground (if applicable)
• Once the cash bag is properly sealed it has to be kept in a safe manner so that no
unauthorized persons have access to it until it reaches the safe in the office. Is the
responsibility of the SCA to safely deliver the cash bag to the home base.
• In case of a night stop it is the responsibility of the SCA to take care of the sealed
cash bag(s) until the Crew arrives back at the home base.
• The cash bag content belongs to our catering provider – Gate Retail Onboard. The
content of the cash bag is not allowed to be used under any circumstances (e.g.:
transportation to hotels, services etc.)

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5.5.4 Last duty sector cash bag procedure in case of the A/C swap

Procedure

• In case of the A/C swap, when the catering remains on board, the sales must be
closed in the EPOS devices following the last duty sector procedure. The whole
income, together with report must be sealed in the cash bag and disposed by the
SCA in charge after arriving at the home base.
• The number of the cash bags that the Crew should use for the specific duty depends
on the number of the barsets which are used during the duty. Even though the
Crew does not swap the A/C but the barset has to be changed due to any reason,
the Crew has to go through the last duty sector procedure and close the sales
again.

NOTE: Only the flight numbers of the sectors which will be flown with the specific barset
should be entered into the EPOS device. Otherwise it is possible that the flight may not be
opened on the next device one will be working with.

5.5.5 Cash bag disposal

Procedure

• Immediately after the last duty sector ends at home base of the involved Crew, the
cash bag should be disposed in a safe located in the Wizz Air base office.
• In case of a layover duty in LTN cash bag has to be dropped in the office.
• Responsibility of cash bag disposal belongs to the SCA that should be accompanied
by any other Cabin Crew member of the flight.
• The Crew member has to accompany the SCA not only in order to dispose the cash
bag together acting as a witness but also to ensure the safe transportation of the
cash bag.
• The Cash Bag Control Form must be filled up with the following data:
− Date
− Time of deposit
− Flight date
− Destination
− Barset number
− Cash bag number
− Cash bag value € (Total cash bag value that is cash plus card payment value)
− Banked by SCA: Printed Full Name
− Witnessed by any Cabin Crew member: Printed Full Name
• While filling the data in the Cash Bag Control Form the Crew has to make sure that
the information is copied on both, the white and pink sheet.

NOTE: Since in the Cash Bag Control Form Crew should state the total amount of the cash
bag value that is cash value plus card payment value, it is advisable for Crew’s convenience
to sum up both values and write the total value on the cash bag.

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5.5.6 Non-home base cash bag disposal

In case a base set-up does not allow for a local cash bag disposal (currently IEV and LWO),
cash bags must be disposed at destination.

Cash bags are collected 1) upon scheduled cash collection, 2) by arranging the cash
collection on demand, or 3) in case of A/C swap by handing over the cash bags are to be
handed over to other.

Procedure in case of collection on demand (IEV and LWO only)

• In case the number of cash bags stored in the Masterbox reached 10 pcs, cash
collection ate destination must be arranged.
• In order to arrange collection Crew must call the Hotline (+36301955325) using a
flight deck phone.
Procedure in case of A/C swap – handing over cash bags to other Crew

• In case of a direct swap, the IEV/LWO SCA will brief verbally the other SCA as
to having IEV/LWO cash bags and Cash Bag Control Form sheet in the Master Box.
• In case of a non-direct swap, the cash bags and the Cash Bag Control Form sheet
will be left in a sealed Master Box.
• The non-IEV/LWO SCA must cross-check the actual number of the cash bags vs
the number of cash bags on the Cash Bag Control Form sheet and to sign it.
• Cash Bag Control Form sheet should be taken to the office along with the cash
bags.
• All cash bags must be dropped in a safe and the Cash Bag Control Form sheet from
the Master Box must be stapled together with the Cash Bag Control Form book in
the office.
• Scan/picture of the stapled Cash Bag Control Form sheet should be sent to
disccserviceteam@wizzair.com

5.5.7 Cash bag handling for bases without a local cash bag disposal – IEV
and LWO
In case a base set-up does not allow for a local cash bag disposal, cash bags are to be
stored in the Masterbox before they are collected by cash collectors or handed over to
non-IEV/LWO Crew upon A/C swap.

Procedure

• After each duty, before disposing the cash bag into the Masterbox the SCA of the
flight must fill in the Cash Bag Control Form and leave it in the Masterbox.
• Before each duty, the SCA of a flight must check the number of cash bags left in
the Masterbox against the Cash Bag Control Form left in the Masterbox
Attention should be paid to the correctness of:
- the total number of cash bags present
- their identification numbers
- the number of seal that was used last to close the Masterbox
• In case there is any discrepancy, it should be marked on the Cash Bag Control Form
and reported to relevant Base Manager immediately after a duty

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• After the cash bags are being collected by the cash collectors, the pink copy of Cash
Bag Control Form should be marked with a cash collection date and brought to the
office.

5.6 Crew meal procedure

The catering providers, supplying the crew meal as part of the catering items being loaded
on-board Wizz Air aircraft, are required to guarantee the cooling and control of expiry of
the crew meal items.
As precautionary measure, to protect the well-being of Crew member and in the interest
of flight safety to following guidelines shall be applied:
− Each Crew member is to check the expiry date of his crew meal before
consumption.
− To assure the freshness, crew meals shall be kept in the cooling bag for all flight
duration and removed only before consumption. The rule is valid also for pilot’s
crew meal.
− Crew meal and service items should be offered to the Flight Deck Crew only on
demand in order to assure the freshness. In case a plastic drawer is used for serving
purposes, it should never be left in the flight deck as is considered a safety threat
(loose item).
− In case any discrepancy discovered, the Commander has to be informed and a
written report must be send by the SCA of the flight to the Safety Senior Cabin
Attendant.

5.6.1 Serving the Flight Deck Crew

For details please refer to CAM 1.11.2.

5.6.2 Complimentary Crew Meal procedure

Procedure

• In case of missing crew meal, each Crew member is entitled to take a standard
sandwich and water still or sparkling of 1.5L or 2L during summer period per person
from the catering trolley, without paying. The summer period is defined between
15th of July and 15th of September (or otherwise communicated by the ISM).
• Should there be no standard sandwiches available, and only then, Crew members
should take a premium sandwich instead.
• Should there be no sandwich and/or water available, and only then, Crew members
are allowed to choose any other combination of food and/or non - alcoholic soft
drinks. However, the combined value per Crew member should not exceed the
value of one sandwich and 1.5L of water, respectively 2L during summer period.
• The products taken from the catering by the entire set of Crew members are to be
inserted into the EPOS by the SCA of the flight on the same transaction, using
special “Crew Meal Complimentary” option.
• The “Crew Meal Complimentary” is to be selected from the Categories Menu.
• The receipt has to be signed by both SCA and CA3 and placed in the cash bag.

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• After the last duty sector, the SCA has to send service Intelex report with the
following details:
− Flight Details: Flight number, Date, A/C registration, barset number, Crew
members.
− List of products taken from the catering.
− Transaction number from the receipt.
• Cabin Crew members shall not call Duty Manager to request crew meal uplift
whenever not available, but complimentary crew meal procedure shall be followed.

5.7 Complimentary Medical procedure

Procedure

• In case of any medical situation arising on board, Cabin Crew is allowed to use
catering products that can serve as medical support.
• The products taken from the catering are to be inserted into the EPOS by the SCA
of the flight on the same transaction, using special “Medical Complimentary” option.
• The “Medical Complimentary” is to be selected from left upper corner on the New
Order page.
• The receipt has to be signed by both SCA and CA3 and placed in the cash bag.
• After the last duty sector, the SCA has to send service Intelex report with the
following details:
− Flight Details: Flight number, Date, A/C registration, barset number, Crew
members
− List of products taken from the catering
− Transaction number from the receipt.

5.8 Catering service on ground

The procedure refers to a case of having customers boarded the aircraft and main doors
closed when due to unforeseen circumstances delay of more than 30 minutes occurs.

Procedure

• Permission from the Commander is received.

• Aircraft should be parked and engines switched off.
• Fueling operation must not take place simultaneously.
• Doors must be armed if stairs/jet-bridge are not present.
• Service can start only after the passenger safety demonstration has been
performed.
• The relevant announcement should be made by the SCA.
• The service should be performed on demand, without the use of a trolley.
• SCA and C/A 4 are staying in the respective entry area/galley in order to supervise
the main door. They may assist in catering service only in the galley area.
• C/A 2 and C/A 3 are serving the customers.
• No alcoholic beverages to be served.
• No hot beverages to be served.
• No WIZZ Boutique items to be sold.

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• Customers must be provided with the receipt. If it is not possible, service is strictly
forbidden.
• In such unusual circumstances, it is highly important not to lose the situational
awareness, as a prompt take-off may follow.
• Before take-off the standard cabin preparation must be carried out and reported to
the Flight Deck Crew.
• If after performing paid service on ground the delay continues and exceeds 2hrs
‘Complimentary catering service on ground’ procedure must be applied.

5.9 Complimentary catering service on ground

The procedure must be performed in two cases: 1) EU regulation: case of having

customers boarded the aircraft when the delay measured from the scheduled time of
departure (STD) is equal to or longer than 2 hours or 3 hours (depending on flight
distance), regardless of where the wait has been initiated, that is in the terminal or on
board, and 2) internal regulation: whenever customers are boarded and the doors are
closed for more than 2 hours.

Background

As an airline we must ensure compliance with the EU 261 regulations establishing the
common rules on compensation and assistance to customers in the event of long delay of
flights. In case of a delay of 2 hours or 3 hours (depending on flight distance) calculated
from the Scheduled Time of Departure (STD) an airline is obliged to provide customers
with complimentary refreshments.

Provision of complimentary refreshments/vouchers rests primarily with ground

agents at the airport. However, if for any reason refreshments/vouchers are not
provided at the airport, Crew must provide them on board the A/C.

Therefore, it is crucial for the Crew to communicate with ground agents in order to get
clear information on the status of refreshments/vouchers provision – that is if they have
been provided already, or not. Based on this information, Crew is to either proceed with
complimentary catering service on ground procedure, or not.

Irrespectively of the EU regulations that refer to 2 hours or 3 hours delay (depending on

flight distance), we set up an internal regulation – whenever customers are boarded
and the doors are closed for more than 2 hours complimentary refreshments should be
provided.

Standards

Every longer flight delay is likely to cause distress to customers, therefore, additional
measures to ensure comfortable environment must be taken by the Crew whenever
possible.

Basic requirements include maintaining continuous communication (defined as taking

place every 10 minutes) with customers at all times and offering tap water on demand
regardless of circumstances.

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Delay calculation

• Commander of the flight is authorized to decide if the complimentary service is

applicable or not, based on the delay and flight distance.
• There is no other authorization or confirmation required from Duty Manager (OCC).
Duty Manager (OCC) shall only be contacted in unusual cases that require non-
standard actions such as further long delay, etc.
• In order for the procedure to be implemented, the delay calculated from the STD
must be longer:
- than 2 hours (if flight distance is shorter than 1500km), or
- than 3 hours (if flight distance is longer than 1500km).
• Scheduled Time of Departure (STD) is always indicated on the journey log of a
flight and boarding card.
• When a delay reaches 2 hours the Commander must determine if the flight distance
is longer or shorter than 1500km:
- If flight distances is longer than 1500km, the regulation does not apply;
- If flight distance is shorter than 1500km, the regulation apply and Crew must
seek confirmation from the ground agent if customers were provided with
refreshments/vouchers or not:
➢ If yes, there is no need for the complimentary service
➢ If no, complimentary service shall be provided by the Crew
• When a delay reaches 3 hours the regulation apply and Crew must seek
confirmation from the ground agent if customers were provided with
refreshments/vouchers or not:
➢ If yes, there is no need for the complimentary service
➢ If no, complimentary service should be provided by the Crew

Delay from Applicability Action

STD
NOT - If flight distance is
2hrs Wait
longer than 1500km
YES - if flight distance is Ask GH if service
shorter than 1500km was provided
Ask GH if service
3hrs YES
was provided

• Additionally, irrespective of the conditions listed above, ‘Complimentary catering

service on ground’ shall be performed whenever Crew is waiting with customers on
board the A/C with doors closed for at least 2 hours with further wait expected.
• Based on the above the Commander shall advise the SCA if to start the service, or
not.

Conditions

• If delay calculation concludes the “Complimentary service on ground” is applicable,

Commander shall advise the SCA when to start the service.
• Relevant announcement should be made by the SCA:

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‘Ladies and Gentlemen,

In order to compensate for the ____ hour(s) delay caused by ____, we would like to offer
you complimentary refreshments. Shortly, our Cabin Crew will start the service and
provide each of you with a soft drink and a snack.

Thank you for your patience and understanding.’

• Aircraft should be parked and engines switched off.

• Fueling operation must not take place simultaneously.
• Lighting should be set appropriately to ensure adequate visibility.
• Passengers should remain seated.
• Service should be performed with service drawers, without the use of a trolley.
• During service Crew must be vigilant and ready for evacuation if necessary.
• Before take-off, the standard cabin preparation must be carried out and reported
to the Flight Deck Crew.
• The complimentary catering service on ground may take place either with doors
closed or with doors open.

In case service takes place with doors closed:

- Main doors must be armed if stairs/jet-bridge are not present.
- Main doors must be continuously supervised by respective Crew.
- Service can start only after the passenger safety demonstration has been
performed.
- All doors/exits should be clear of any obstructions at all times (i.e., tray tables at
window exits should not be used)
- Doors armed status must be checked by the SCA before take-off.

In case service takes place with doors open:

- If 1L door is open stairs or jet-bridge should be attached at all times.
- 4L doors may remain closed and unarmed or open; in case 4L are open stairs or
jet-bridge should be attached at all times.
- Main doors must be continuously supervised by respective Crew.
- SCA should brief the Cabin Crew on possible necessity of arming emergency doors.
- Short safety reminder announcement to be performed directly before starting the
complimentary service:

‘Ladies and Gentlemen,

Before we start the complimentary catering service, we would like to provide you
with some safety-related information.

Now, please take a moment to look around and locate the exit nearest to you,
keeping in mind that it may be behind you. Make sure that your seat belts are
opened. Keep the exit areas clear of any items or obstructions during the service
and please always follow the instructions given by the Crew.

Thank you.

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Procedure

• SCA and C/A 4 are staying in the respective entry area/galley in order to supervise
the main doors.
• C/A 2 and C/A 3 are serving the customers - C/A 2 is serving customers in the FWD
section, C/A 3 is serving customers in the AFT section.
• The service shall start from the front and from the back of a cabin at the same
time.
• Each customer is entitled to one drink (water still/sparkling or cold
beverage) and one snack (sweet/salty snack).
Sandwiches should be offered only as a last resort, in case of snacks being
out of stock.
• The choice of products to be given to customers should be made with consideration
of the stock – the customers should be offered similar products in order to avoid
dissatisfaction.
• No alcoholic beverages and no hot beverages to be served.
• No WIZZ Boutique items to be sold during the complimentary catering service on
ground.
• Drinks should be offered in the first stage of serving, while in the second stage
snacks.
• It is recommended to serve three rows at once with the use of one drawer serving.
• All Cabin Crew should assist in preparation of the complimentary items that should
be arranged in the service drawers.
• While C/A 2 and C/A 3 are already serving the customers in the cabin, SCA and
C/A 4 shall be preparing loading of the next drawers and registering the set of items
put to each drawer in the EPOS.
• Each set of products taken from the catering is to be recorded into the EPOS, using
special “Complimentary Service on Ground” option.
• The “Complimentary Service on Ground” is to be selected the Categories Menu.
• There is no need to provide customers with receipts of the offering.
• Once the complimentary service is finished, the complimentary report shall be
printed in two copies. Both copies have to be signed by SCA and CA3.
• One copy shall be placed in the cash bag and the other is to be sent to
Inflight Service Manager via email.
• The e-mail to Inflight Service Manager must be sent after completion of the duty.
No Intelex report should be submitted.
• All complimentary products shall be offered during the designated service on
ground; however, if time did not allow for the completion of complimentary catering
service on ground, it must be continued or initiated inflight and afterwards followed
with a regular buy on board service.
• A/C tap water is potable and should be offered to customers anytime.
• In case the A/C will perform other flights afterwards, an uplift request should be
initiated whenever possible.

NOTE: In case Complimentary Catering Service on Ground is applicable and should be

performed but there is no time to provide it on ground due to immediate take-off,
complimentary refreshments can be provided inflight. Whenever time allows, it should be
followed by a standard paid service.

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5.10 Turbulence management during service

5.10.1 Turbulence level

According to CAM Crew actions vary depending on the level of turbulence. The basic rule
is to continue the service in case of light turbulence and to suspend the service in case of
moderate or severe turbulence.

The following table shows the Crew actions in the different types of turbulence:

LEVEL OF SEATBELT LAVATORIES CABIN PA TO CABIN

SERVICE
TURBULENCE SIGN LOCKED CREW CREW

LIGHT ON YES YES STANDING NO

MODERATE ON NO YES SEATED YES

YES, IF
SEVERE ON NO YES SEATED
POSSIBLE

In case of a light turbulence when service is not suspended:

• Serving hot beverages/products is not allowed.

• While refusing to serve hot beverages/products to the customers, Crew should
always inform them that it is for their own safety and offer them any alternative
products. Once the turbulence ends, Crew can go back to the customer to offer
the hot product.
• When doing the service in case of light turbulence, always pay extra attention
while passing products and service items to the customers in order to avoid
injuries in case of sudden movements of the aircraft.

In case of moderate or severe turbulence when service is suspended:

• Crew should inform the customers that they can buy food or beverages later
on when it will be safe again

5.10.2 Turbulence management procedure

Cabin management

It is possible that loose objects such as customer baggage, or service equipment like trays,
trolleys, etc. become projectiles and cause injury to Cabin Crew members and customers
during turbulence.

Consequently the Cabin Crew during flight must ensure that:

• Trolleys do not remain unattended in front of the exits, outside the galleys,
or in the aisle during cabin service.
• Cabin is kept tidy, in order to limit the amount of loose objects, customer
baggage is not left in the aisles.
• All overhead stowage compartments are closed.

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Galley management

Securing the galley after each service and restraining all equipment after each service
means that less time is needed to secure the galley in the event of turbulence.
After each service, the Cabin Crew has to:

• Stow trolleys in their correct stowage.

• Close and lock the doors of trolleys and stowage compartments immediately
after each use.
• Stow service equipment that is not in use.
• Stow personal items that are not in use (e.g. water bottles).
• Keep the galley tidy at all times, in order to limit the amount of loose
objects.

CAUTION: Cabin crew should never use the galley standard units as a seat or ladder. The
galley standard units should be in their correct location, closed and latched when not in
use.

Customer management

The most effective way to prevent customer and Cabin Crew injuries during turbulence is
to be seated and fastened. When the Fasten Seat Belt sign comes on during the flight due
to turbulence, the Cabin Crew must:
• Make an announcement to advice customers to return to their seats and
fasten their seat belts.
• Walk through the cabin and check that all customers are seated with their
seat belts fastened.
• Make periodic announcements when the fasten seat belt sign is on for a long
time, or when customers do not comply with the fasten seat belt sign.

General guidelines

In case of turbulence the following guidelines should be applied:

• Safety - is always the priority in aviation and a sign of good customer’s service.
Making sure that our customers are secured has to be the first step of the Crew
during turbulence. In the same time the cabin attendants should ensure their own
safety by walking carefully while checking the cabin and holding on to stable objects
or handles.
• Politeness - cabin attendants have to inform customers in a polite but firm manner
to return to their seats and fasten their seat belts if some customers are still walking
through the cabin after the PA was made. Giving customers more information about
the situation can raise their satisfaction from their flying experience which may
result also in better sales for the Crew.
• Communication - often turbulence is experienced differently in the flight deck and
in the customer cabin. This is why Cabin Crew has to feel free to call the pilots if
there are no turbulence signs for longer time and the service can be continued or
the opposite.

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• Professionalism – Crew should always maintain a calm and positive expression

in front of the customers even if the turbulence is severe. Crew’s calmness and
professionalism will project on them.

NOTE: Common problem for customers during turbulence is the need to use the toilet.
Often they insist even when we advise them to return to their seats. If the situation is
urgent and there are no signs of turbulence for several minutes, the SCA can check with
the Captain if the seatbelt sign can be switched OFF and the customer can stand up.

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6 Serving standards
At Wizz Air we have adopted the buy-on-board model and are pleased to offer our
customers a service where they can choose when and what they want to have. With good
product knowledge and by following serving standards we ensure a comfortable inflight
experience to our customers.

At the same, it is our responsibility as a team to deliver environmentally conscious

service by limiting the plastic and paper dry-store usage, limiting the amount of waste,
and promoting the initiative to the millions of customers flying with us.

The general rule to be followed is to ask customer upfront what their dry-store
needs are, if any. Do not give out dry-store items by default.

Serving standards were created to reflect the environmental consciousness while providing
high level of catering service.

The below listed standards apply also to Crew using dry-store for their personal needs. We
encourage you to reuse the dry-store items and bring your own reusable plastic cups and
cutlery on board with you.

6.1 General serving rules

On how to approach guests during service.

• Make an eye contact with each of our guests while addressing them.
• Address guests from the left side (ABC) to the right (FED).
• Start from the window seat on each side.
• Start with ladies, move to men unless cultural context advises differently.
• Consider seniority.
• Park a trolley on the level of a particular row so that both Cabin Crew members
have direct access to customers.
• Never serve from behind a guest.
• Offer opening a tray table to serve products directly on it.
• Use language understandable to all the people you are addressing.
• Offer your assistance to those who may need it i.e. mother with a child, elderly.
• Stick either to handling money, or catering service items.
• Hand products with their logos up.
• After serving always say ‘Enjoy/enjoy your meal/drink’! and ’Thank you!’.

6.2 Dry-store usage

On how to offer the high level of satisfaction during catering service.

Dry-store items available on board

• Paper cups, paper and plastic lids, napkins, wooden stirrer, biodegradable spoons
and forks, milk, sugar, salt and pepper, sweetener.

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• There are three types of paper cups:

- WIZZ big cups 10oz with paper lids: for hot drinks and soups;
- WIZZ small cups 7oz without any lids: for all non-hot beverages, i.e. soft drinks
and alcoholic beverages.
They have a special coating that resists high alcohol concentration;
- Starbucks cups with plastic lids: for the Starbucks coffee only;
There is a limited number of Starbucks branded cups that corresponds with the
number of Starbucks coffee. They must be used only when selling Starbucks
coffee – not give out, not used for Crew meal purposes.

General

• Offering single-use dry-store items should be minimized as much as

possible.
• Provide one napkin per guest, unless a situation requires different amount.
• One napkin per customer includes the one that is added for serving of a stirrer,
sugar, milk, lemon, etc.
• Hot drinks should be served in a single cup, there is no need to use two cups.
• While serving cold drink do not offer a cup unless customer asks for it.
• When holding a cup it should be assured not to touch it where customer will put
their lips and drink from, as it is not hygienic.
• Close a cup lid with a use of a napkin – have one ‘service napkin’ at hand.
• Only when cup lids are not available, the cup should be covered with 3-4 napkins
for safety reasons.
• Customers should be asked if they need anything served with their drink -
sugar, milk, lemon juice, salt and pepper should be offered upon request only, not
as a standard.
• In case a customer wishes to have milk, sugar, lemon, they should not be served
in a cup, but offered separately.
• In case a customer requests additional dry-store items after they have been served,
those should be served directly from the cup in which one stores all the additional
servings.
• Avoid putting any dry store or catering items into cups on your dry store drawer.

6.3 Beverage serving

On what to keep in mind while serving hot, cold and alcoholic drinks.

• Always about customer’s preferences – long or short coffee.

• Only hot drinks and soups should be opened before serving.
• Advise our guests on the hot content.
• Pour hot water into the pot just before the service, never earlier.
• Offer ice cubes as a general rule and have it on a trolley during every service.
• Make sure to have the non-alcohol beverages chilled.
• Chill: white wine, beer, vodka, gin.
• Room temperate: red wine, whiskey, (room temperature stands for approx. 16’).

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6.4 Offering the environment

On how to make our customers feel comfortable.

• Collect rubbish as quickly as possible after the service.

• Offer a top-up to those guests who earlier made large orders.
• Approach guests and ask for a feedback whenever they followed your suggestions.
• Handle catering boxes gently, avoid making noise while closing them.
• Carefully handle trolleys when parking them against FWD wall.
• Pay extra attention to adjusting the loudness of your PA.
• Adjust the cabin lighting reasonably to the time of a day/night and situation.
• Create favourable conditions when taking care of guests with special needs.
• Show understanding when executing procedure.

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7 Sales on board

7.1 General idea

Our company’s onboard sales concept places the customer at the center of everything we
do, from providing the most open and flexible paying solutions to supporting our customers
through their journey by leveraging a powerful system of partnerships with brand leaders
to offer a comprehensive and robust portfolio of products.

Onboard retail can increase ancillary revenue, reduce costs and provide added value for
the company and our customers. Wizz Air’s onboard retail program is tailor made around
the company’s individual needs based on the brand, customer profile and taken into
consideration all relevant criteria.

A successful onboard retail offering is one that provides customers with the right product
assortment, resulting in increased customer satisfaction and improved brand perception.
We understand the needs of our customers and we are focusing on offering products which
passengers really want to buy, rather than putting at their disposal just a range of
products.

We ensure constant overview of the entire customer experience to better understand what
drives the retail program onboard, using data analytics, category management and price
segmentation to refine our retail management services. Via our partnership with Gate
Retail we access travel retail suppliers and major brands in order to ensure that we always
have access to a bespoke and superior quality range of products across all categories,
including food and beverage, perfumes, cosmetics, accessories, gifts and electronics.

Sales is a team effort and excellence can be obtained only if working together. Service and
Revenue Department, together with Gate Retail (GR), we work together to offer Crew
members the proper environment in order to achieve outstanding results. We commit to
assist and support our Cabin Crew team and be mindful of the challenges they may face
during the operations. We are open and ready to listen to requests for assistance or any
ideas that could enhance the existing system and processes.

Wizz Air offers superior customer experience as we meet our customers’ expectations
efficiently and effectively. As Cabin Crew members we identify ourselves as ‘relationship
sellers’, wishing to maximize sales but also making sure the customer is pleased with their
purchase. This is the onboard selling culture of the company as we value our customers
and want them to fly with us again.

We offer high level onboard customer experience and over the years we have achieved
distinguished sales results that differentiate us from the competitors. Performance doesn’t
come easy and definitely is something to be very proud of. We all have to remain focused
on what our customers need and defend the value they see in our product.

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7.2 Partnership overview

The system under which we operate is a “Retail on Board” agreement, whereas Wizz Air
provides passenger air transportation to the public and our catering partner provides Retail
On Board services.

Wizz Air has appointed Gate Retail (GR) as its concessionaire with respect to the Retail On
Board program under joint P&L (Profit & Loss) terms.

A profit and loss partner is an entity that enters into a partnership with another entity with
the intention of sharing all profits or losses at a defined percentage.

Gate Retail has managed onboard retail in the entire Wizz Air network since 2004.

The onboard sales project is fully outsourced from Wizz Air to GR under a profit share
agreement where GR is the merchant, sourcing and selling the products, using Wizz Air
aircraft and Crew as a retail shop and agent.

For purposes of this agreement, a sale of the Retail On Boar products shall be made only
if the Retail On Board products have been paid for and are delivered by the Cabin Crew
members on behalf of Gate Retail to the purchasing customer.

GR provides onboard retail knowhow, provides the required technology, manages the
entire sales process, and acts as consolidator to sourcing catering through local
subcontractors.

The fully outsourced profit share model works well with minimal headcount required from
Wizz Air to oversight the project and ensures Wizz Air’s involvement in key decisions.

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7.2.1 Role of the stakeholders

Stakeholder Role Contracted by

• Manages fully outsourced model
• Selects, contracts, audits and manages all suppliers
• Runs tenders for global and local supply deals WIZZ

Gate Retail (GR)

• Provides operational and technical infrastructure
• Regular Ops, Retail and Financial reporting to WIZZ
• Maintenance of equipment, software and hardware

• Central supplier and distributor of all Boutique items

Central Supplier of Boutique (except for WIZZ branded items) for all bases GR

• Central warehouse for Café (except for alcohol), dry-store

items, and WIZZ branded Boutique items
• Distributor of Café, dry-store, and WIZZ branded items to
Gastland all the local bases GR
• Local caterer for BUD, DEB and VIE

• Supplier of alcoholic beverages locally

Local Caterer • Storing and managing centrally distributed items GR
• Packing, unpacking and delivering barsets
• ePOS data synchronizing

7.3 Retail model

General

Since Wizz Air is operating the onboard sales under a profit sharing model with its partner
Gate Retail, it sets Profit per Head as the main KPI for measuring performance of this
revenue stream. With other words, it is an exercise of optimizing costs and maximizing
revenue while still maintaining the cost discipline.

This becomes important in the dynamics of the business as oftentimes some elements
might be consciously deprioritized or simply eliminated in order to maintain the cost
conscious mechanism. Let’s take as an example the supply chain model. It can happen
that certain products run out of stock or sell-out is experienced during a flight.

While on a brick-and-mortar business it would absolutely make sense to replenish the

stock, in an airline onboard sales environment the costs associated with any replenishment
or uplift activity are very high. It can result from an ad-hoc calculations that negative
profits are to be generated since the obtained revenue after the sales on board activity
would not cover the operational costs. The onboard sales business strictly follows the ultra-
low cost carrier principles optimizing the business to its maximum extent.

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7.3.1 Multi-day barset

Background

The multi-day barset model is an optimization tool that aims to increase profitability and
driving sustainability since pollution resulted from the uplift activities is reduced.

As capacity, A/C allocation and passenger number can differ from one base to another and
resources (schedule, Crew number, A/C utilization, etc.) are adjusted to best serve each
base, so does the multi-day barset model in terms of retail operations, recognizing the
specifics of the base.

By not loading a fresh barset every day in the bases with lower sales, the overall
operational cost is significantly decreased – e.g. with 3-day barset vs a daily barset
we save 2/3 of cost on barset packing and loading.

Indeed, the model comes with its own complexities such as risk of some products being
sold out on the following days of the barset, but the benefits of the model are indisputable.

While operating a multi-day barset model it is even more important for the Crew to know
the onboard selection and offer alternatives of products that may be unavailable.

Our catering partners Gate Retail supported by WIZZ Retail and Cabin Operations Service
Team are evaluating the performance of a multi-day barset model at each base on a
weekly basis. High attention is exercised in order to be able to identify inefficiencies and
timely adjust the model whenever needed.

The best results of the tool are expected to be obtained after the model has ran in both
seasons (summer/winter) and a complete understanding of the influencing factors is
achieved.

7.4 Uplift procedure

A catering uplift is the process of loading an A/C with catering products or equipment.

There are two possible scenarios in regards to the scheduled uplift process:
Base Uplift or Destination Uplift

Base uplift is the process of uplifting A/C from a caterer located at base or in proximity
of it.

This is the preferred model of operation and is often chosen as the desired option whenever
there is a local caterer available at the base. Local provider is arranging the entire process
as agreed in advance with Wizz Air based on the scheduled flights. Catering uplift takes
place before first flight of the day in order not to cause any disruption to flight schedule.
All flights from that day will be fully served from the barset loaded in the morning.

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Destination uplift is the process of uplifting A/C from a catering partner located at one
of the A/C destination.

This type of process is chosen whenever a local catering partner fulfilling all the
requirements has not been identified. For the case in question destinations are to be
identified in the given route network of the base where infrastructure is already available.
However, it might be difficult to find a partner able to uplift at destination in some cases
due to the short turnaround time (catering loading needs to take place within the 10
minutes when no customers are onboard) and compliance with company’s regulations
(designated cold storage room for the sandwiches, etc.).

7.4.1 Uplift on demand

Uplift on demand is the type of uplift organized ad-hoc without prior scheduling of the
process.

It is not permitted to contact Operations Control Center for catering related

requests.

In case of extraordinary situations when extra loading of products is required Crew shall
act in accordance with the latest Crew communication provided with regard to the Catering
Service Hotline (+36301955325).

7.5 Crew commission and bestseller formula

Crew commission is to be paid by Wizz Air to the Cabin Crew members as a percentage of
total cash and card receipts as reported by Gate Retail Onboard.

Crew commission calculation is based on the following formula which shall be evaluated
on flight level:

Crew Commission (%) of the monthly

Banked Revenue per passenger (Euro) per
Banked Revenue achieved by the given
Crew member in a given month
Crew member
Sales/passenger < 0,65 2%
Sales/passenger ≥ 0,66 but < 1,00 6%
Sales/passenger ≥ 1,01 10%

Example of Crew commission calculation – performed for each individual Crew:

Banked Revenue per Passenger = €1.10

Applicable Crew Commission Rate = 10%
Monthly banked Revenue achieved by the Crew = 2,426.85
Paid our Crew commission = €242.6

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1 2 3 4 5 = 4/3 6 7 = 6/3 8 = 5/7

Cash
Pax.
No. Cash Cash Count
Cash Bag Pax. Count
Flight Date of Count per Count per per Pax.
No. Count per
Crew Cash Bag Crew per
Crew
Crew
03/11/2016 0739503 4 1,261.59 315.40 844 211
10/11/2016 0714863 4 1,689.36 422.34 953 238
17/11/2016 0759780 5 853.00 170.60 653 131
18/11/2016 0723563 4 623.78 155.95 763 191
19/11/2016 0679066 4 817.60 204.4 892 223
20/11/2016 0676146 4 196.21 49.05 800 200
20/11/2016 0676173 4 629.68 157.42 811 203
22/11/2016 0676449 5 521.79 104.36 943 189
27/11/2016 0724288 4 779.88 194.97 746 187
29/11/2016 0683429 4 1,867.94 466.99 1,011 253
30/11/2016 0683541 5 926.86 185.37 805 161

Total Month 10,167.69 2,426.85 9,221 2,187 1.10

Commission

• Onboard sales performance is measured by average EUR sales per customer,

achieved by each Cabin Crew member during a calendar month.
• Sales per customer per flight, based on which the commission is calculated, is the
total sales of 4 or 5 Crew members (depending on the A/C type) divided by the
number of boarded customers.
• Passenger numbers and Crew IDs for the calculation of commission are provided
by AIMS to avoid mixing up Crew IDs and no-show customers.
• Commission is a part of a personal income of each Crew member, calculated for
the period between the first and the last day of each consecutive month.
• Commission for each finished month is being paid with 2 months delay.
• Commission is taxable, but noted on the pay slip includes deduction of proper taxes
and fees. In case of doubts Cabin Operations Service Manager shall be contacted.
• Personal SPH results are announced monthly by the Service team and are available
for consultation in printed format in each base. At all times Chief Cabin Crew and/or
Base Manager can be directly approached for updated information.

Bestseller

• Crew member has flown for their assigned base as part of their roster.
• Crew member has flown for at least 20 sectors.
• The Crew member was not planning their own roster as a previous bestseller
competition winner.
• Valid service-related verbal or written warning excludes a Crew Member from
becoming a bestseller for 90 calendar days from the warning issue day (even
though, the bestseller of X month is based on flight data coming from two months
before – e.g. warning issued on 10th of June will not allow Crew to be a bestseller
for any monthly best seller release announced up to 8th of September)

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Bestseller scheme per number of A/C allocated in a base

• 1 to 3 A/C Base – 1 Bestseller awarded

• 4 to 6 A/C Base – 2 Bestsellers awarded
• 7 to 12 A/C Base – 3 Bestsellers awarded
• 13 and more A/C Base – 4 Bestsellers awarded

First place winner

First place winner is awarder with a fully planned roster. Following rules have to be
respected when preparing the bestseller roster, although it does not guarantee
implementation unless approved by planner:

• Minimum 60 block hours.

• Maximum 10 days OFF.
• Maximum 6 consecutive days OFF (unless combined with HP)
• Indicate duty type: morning, afternoon, layover.

Second, third and fourth place winners

Second, third and fourth place winners are awarder with a 10 days OFF. Following rules
have to be respected when selecting the days, although it does not guarantee
implementation unless approved by planner:

• Request a maximum 6 consecutive days OFF (including CRDO)

• Request minimum 1 day OFF in every 7 days (considering the end of the
published month)
• Select at least once 3 consecutive days OFF
• Select at least once 2 consecutive days OFF

7.6 Sales process

In order to help you sell on board and earn more commission a set of selling techniques
and steps to be followed was developed. The recommended drill is designed to ensure that
any sales opportunity will not be missed.

7.6.1 The Top it Up drill

The Top it up sales drill is a four step drill that maximizes the sales opportunity. It focuses
on offering extra products with every order and building a relationship by personalizing
the service.

• Greet the customer - Starting from the window to the aisle. Smile, establish eye
contact, use open body language.
Why is it important? People like to feel acknowledged - by greeting them before
taking the order you build a rapport.
Personalize it: “Nice to see you, again Mr X!”, “Hello kids, how are you today?” -
it is not about the answer but about connecting with customers.

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• Ask – Ask the right question. Open questions or multiple choice questions are the
most effective ones for inviting customers to make a purchase.
“What can I get for you?” is an example of an open question while “Would you like
cappuccino or coffee?” is an example of a multiple choice question.
Personalize it: Make the question relevant by adjusting it to the time of the day
or the person. “What can I offer you this morning?” – adjust the question to the
time of the day to make it less generic. “What do you think about X product?” -
mention a product that you think should meet customer’s needs.
• Top it up – top up the order and link sell with every transaction.
Link Selling is a sales strategy where a customer asks for one item and you
recommend an extra item that complements what they have asked for.
The key is to suggest a product that complements the order, i.e. “Would you like a
chocolate bar to go with your coffee “?, “Shall I get you a bag of peanuts with your
beer?”, etc. In other words, always ask the second question and top up the
order!
• Thank customer – Thank customer for the purchase and keep the transaction
open by offering your services at any time. Let them know to press the call button
in case they need you - it works especially well with larger groups or holiday
destinations.

The Sales Flow

GREET

THANK ASK

TOP IT UP

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7.6.2 Sales techniques

If you have tried the product and liked it then share the information with our customers
and recommend it further.

• Relationship selling - Focuses on the interaction between the buyer and the
salesperson rather than the price or details of the product. All three remain critical
for any sales activity, but the status of the relationship can increase consumer
loyalty as a result of familiarity and personality of the salesperson.
• Offering alternative – In case of out of stock items recommend similar products
in a similar price range.
• Up-selling – When customers ask for a particular product suggest a higher priced
comparable product.
• Down-selling – When customers state that they wish to purchase a product but
can’t afford it, suggest a comparable lower priced product.
• Link-selling – When a customer asks for one item recommend an extra item that
complements what they have asked for.
• Cross-selling – When a customer likes a particular brand offer other products from
the same brand.
• Multiple-selling – Offer a product from the same range to a partner or suggest to
purchase for their partner.
• Ownership-selling – When a customer enquiries about a particular product pass
the product to them and let them feel it. By holding it there are more chances to
treat themselves and purchase it.
• Group-selling – Identify the group leader and after placing own order ask what
shall be offered to the other members of the group.
• Theater effect – Be aware of the power of speech. When customers around the
area where sales is performed hear your recommendation for other guests and
makes them interested about the product as well.

7.6.3 Benefits of an additional service

Additional WIZZ Café and WIZZ Boutique services shall be performed whenever time
allows.

When additional service of choice is performed (Café or Boutique), customer route,

customer profile and time of day shall be taken into consideration in order to personalize
the service.

For situations when one extra service only can be performed but Crew members believe
that both could bring extra revenue, it is recommended to mix WIZZ Café and Boutique
services into one. In such case, the product selection of the trolley display should contain
products from both services.

Example of differences between flights where additional services are performed are
presented in the chart below. The selected base is WAW and period is August 2016. Only
flights where extra services were performed were picked for the demonstration purposes
and are represented in the chart in sections 2-3 hours, 3-4 hours and 4-5 hours. For flights
of 1-2 hours duration only one WIZZ Café and WIZZ Boutique service was provided.

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Avg.
Service
Duration Basket - Conversion
%*
Units
Less than
2.41 23.6% 10.9%
1hr
1-2
2.45 31.4% 12.7%
Hours
2-3
2.56 32.1% 17.5%
Hours
3-4
2.69 29.3% 18.0%
Hours
4-5
2.78 22.1% 18.9%
Hours
* Time spent for service during the entire flight duration

Conversion (%) = Transactions ÷ PAX x 100

7.6.4 Guidelines for effective sales service

• One Crew member should be in the cabin with every opportunity being proactive
and ready to spot buying signals.
• SCA to decide on an additional service or incorporate services based on the time
left, route and the customer profile.
• Crew members shall avoid being in the galley area on a break at the same time.
• WIZZ Services shall not be rushed and relationship selling shall be established.
• Performing only the minimum service levels when available times is still left on
the flight shall be avoided. An extra service is an opportunity to increase the sales
and earn more commission.
• Over-advertising and advertising items which are not appropriate for route and
customer profile shall be avoided at all times.

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PROCEDURE DIFFERENCES
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8 Airbus A 321 – procedure differences

The chapter describes the differences between Standard Operating Procedures (SOP) of
Airbus A320 (A320) and the ones of Airbus A321 (A321). For all topics not covered below,
the A320 SOP apply.

8.1 Catering equipment

Catering (barsets)

All barsets on WIZZ aircraft are standard and must comprise the following equipment:

• 11 full size trolleys (including 2 Waste Trolleys that remain on board) for A321
• 19 boxes (including Master Box, EPOS Stowage Box and Crew Use Box – last two
remain on board) for A321

8.1.1 Waste trolley

On each aircraft there are two full size waste trolleys present, one in FWD galley and one
in AFT galley, to improve the onboard waste collection process.

8.1.2 Galley plan

FWD galley

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AFT galley

8.1.3 Electronic Point of Sales – EPOS

On board of each A321 aircraft there are four EPOS devices, loaded into the EPOS Stowage
Box in the AFT galley. Out of four EPOS devices loaded, three of each devices are to be
used during service and one of each serves as a spare device. Each base is additionally
equipped with one spare EPOS per each assigned aircraft.

Operation of an EPOS

• Operation of the EPOS devices belongs to the responsibility of SCA, C/A3 and C/A
5.
• At the beginning of each duty C/A3 is to check the availability and functionality of
all four EPOS. Any missing EPOS(es) is/are to be reported via service Intelex report
after duty.
• It is the responsibility of C/A 3 to set up all EPOS devices and open flights in case
of the first flight of the operating Crew.
• Opening the flight and synchronization processes before the first flight of a duty
shall be performed by CA/3.
• SCA has to provide C/A3 with the actual passenger number, seal numbers and
stock data, in case of the first commercial flight of a day, or with actual passenger
number only, in case of the first flight of the operating Crew.
• Synchronizing the spare EPOS devices is necessary only in case one of the
operational devices will get damaged/INOP during the flight.
• During the process of setting up the devices seal numbers appearing on the EPOS
device have to be crosschecked with the ones removed from the trolleys and boxes.
Any seal discrepancy should be marked in the EPOS device and a service Intelex
report shall be submitted.
• During the process of setting up the devices any stock discrepancy identified
against the standard loading has to be corrected in the EPOS device.
• In case of an uplift, SCA shall provide CA/3 with uplift data that are to be inserted
into the EPOS device.

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• Once the process of setting up the devices is completed C/A 3 is to proceed to the
FWD galley to provide SCA with EPOS device.
• CA5 is to have their designated EPOS device ready at the AFT galley.
• Both galleys shall start the sales process.
• Product prices in various currencies are provided by the EPOS device.
• Closing the flight and opening the new one in between the flight sectors shall be
performed on one EPOS device with all devices in close proximity. All EPOS/printer
devices shall be left in the EPOS Stowage Box for the C/A 3 to later proceed with
opening the flight and synchronization.
• After the start of descent on the last flight of a duty has been announced, the SCA
is to proceed to the AFT galley with their EPOS device to initiate closing the flight
sector and synchronization process of the EPOS devices together with C/A 3 and
C/A 5.
• On the last commercial flight of the day or catering barset of the day, the remaining
stock shall be checked against the closing stock displayed on the EPOS device.
• Should there be any differences between EPOS closing stock and Crew’s count, the
difference shall be entered into the EPOS device.
• Yellow seal numbers and high security seals numbers appearing in the EPOS for
closing, confirmed during process of setting up the devices, must be used for
closing the catering equipment.

Missing or inoperative EPOS procedure

• While using the Reconciliation Sheet Manual, the following information has to be
provided: fight date, flight numbers, flight route, customer count, barset
number, opening and closing stock, sold items, names and signatures of SCA,
C/A 3 and C/A 5.

8.2 Onboard service procedures

8.2.1. WIZZ Café

Standards

• The WIZZ Café service has to be carried out by five Crew members by hand and
with a use of two full sized trolleys in two cabin sections.
• SCA and C/A 2 should perform trolley service using the dressed up Bar trolley. After
the service is completed, the trolley has to be replaced in FWD galley.
• C/A 3 and C/A 4 should perform trolley service using the dressed up Bar trolley.
After the service is completed, the trolley has to be replaced in AFT galley.
• C/A 5 should perform service by hand.
• SCA, C/A 3 are responsible for EPOS and money handling, facing the AFT part of the
A/C whereas C/A 2 and C/A 4 are responsible for serving customers, thus, for
hygienic purposes they should avoid getting in contact with money.
• C/A 5 is responsible for EPOS and money handling and for serving customers, thus,
special attention shall be paid to maintain high hygiene standards.
• Doors of Bar trolleys should be opened on both sides for the time of WIZZ Café
service.

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• For dressing the trolley the following guidelines shall be observed:

− Two plastic drawers should be placed on a top of each full sized Bar trolley.
− One plastic drawer (on the SCA and C/A 3 side) should be filled with the
catering products and serve as a tempting drawer.
− Tempting drawer should be composed in a way that is attractive and appealing
to the customers; however, all the safety precautions shall be observed for
the products not to pose any danger of harming a customer in case of falling.
− Another plastic drawer (on the C/A 2 and C/A 4 side) should be filled with dry
store items and serve as a service drawer.
− The service drawer should contain paper cups, plastic cups, cup lids, forks,
spoons, stirrers, napkins, salt and pepper, lemon juice, sugar, milk, a
selection of hot drinks and a pot with hot water.
Procedure

• After take-off, when the engine power is reduced and the noise level in the cabin
is lower, catering announcement (minimum standard) should be performed.
• Once the seatbelt sign is off, C/A 3 is to proceed to the FWD galley to provide SCA
with EPOS device.
• The positions of the Crew members on the specific flight should be considered
during the preparation for the service.
• The below guidelines shall be applied when preparing for the service:
− SCA and C/A 2 should prepare one Bar trolley, the tempting drawer and
service drawer for the designed Bar trolley.
− C/A 3 and C/A 4 should prepare another Bar trolley, the tempting drawer
and service drawer for the designated Bar trolley.
− C/A 5 shall make sure that all necessary items for the service by hand are
available in the AFT galley. Whenever time allows, C/A 5 shall support C/A
3 and C/A 4 in the service preparation.
− Proper filling of paper and batteries level in all EPOS devices should be
checked.
− Tempting drawers should be prepared with commercial awareness,
depending on the time of a day and regional needs.
− All the items that may be required for the service should be placed in the
trolley in a sufficient amount to avoid going back to the galley.
− Products that are not available in the Bar trolley or are not available in
sufficient amount should be placed in tempting drawers of the SCA and
C/A 3.
• Once preparation of EPOS devices and trolleys is complete, the WIZZ Café
promotional announcement should be made.
• Before leaving the galley and/or when not in use all trolleys, boxes, drawers,
inserts, shelves and any loose items should be latched, stowed and secured. The
galley area should be clear of any personal items/loose items at all times when not
supervised.
• SCA and C/A 2 should perform trolley service from the 1st row towards the 16th row
(inclusive).
• C/A 3 and C/A 4 should perform service from the 17th row towards the row 32nd
row (inclusive).
• C/A 5 should perform service by hand starting from the 39th row towards the 33rd
row (inclusive). During service, special attention should be paid to maintain the
galley free of unsecured items.

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• In order to ensure effective service delivery in the AFT part of the cabin C/A 3,
C/A 4 and C/A 5 are advised to continue service towards each other until they
meet.
• The service should start at the same time in the whole cabin.
• During cruise, except the time of the catering service, FWD and AFT entry area
should not be left unattended. During catering service the relevant areas must be
monitored by the Crew members in order to avoid any attempt of the customers
to remove the catering equipment, aircraft components.

8.2.2 WIZZ Boutique

Standards

• The WIZZ Boutique service has to be carried out by two Crew members with a use
of one full sized trolley throughout the whole cabin.
• The service should be performed by the SCA and C/A 3.
• In exceptional cases or when the SCA deems it necessary, the WIZZ Boutique
service can be conducted by either SCA, C/A 3 or C/A5 (any crew member that will
remain responsible for EPOS devices and money handling) and assisted by any
other Crew member.
• Doors of the Duty Paid trolley should be closed on both sides for the time of the
Boutique service, if equipment allows.
• Duty Paid trolley should be dressed up with the tempting drawers by the C/A 3 and
C/A 4 in the FWD galley.

Procedure

• The WIZZ Boutique service should be performed after the first WIZZ Café service
is completed.
• Once the Duty Paid trolley is dressed up, the WIZZ Boutique announcement should
be made.
• Before leaving the galley and/or when not in use all trolleys, boxes, drawers,
inserts, shelves and any loose items should be latched, stowed and secured. The
galley area should be clear of any personal items/loose items at all times when not
supervised.
• The service should start from the 1st row towards the 39th row.
• The SCA being responsible for EPOS and money handling should be always facing
the AFT galley.
• The below guidelines should be applied when performing the service:
− All products should be handled with an extra care to avoid foil and packaging
damage.
− It is forbidden to unwrap products from their original packaging unless the
customer has already paid for them and requested to unwrap them.
• Upon completion of the WIZZ Boutique service, the tempting drawers should be
restored to their original place in order to avoid any discrepancy.
• After serving the whole cabin, the Duty Paid trolley should be repositioned to the
FWD galley.

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8.2.3 Virtual Services

8.2.3.1 Premium Seats

Premium seats service is offering our customers the possibility to enjoy their journey in a
more comfortable way by seating in rows that provide extra legroom.

*Premium seats are marked in yellow.

Procedure

• Seats in rows 1st, 10th, 11th 12th and 26th can be chosen during ticket booking
process as Front Row seats (1st row) and Extra Legroom seats (rows 10th,11th, 12th
and 26th) or on board the aircraft.
• FRONT ROW seats: 1 A, B, C, D, E, F.
• EXTL seats in rows 10th, 11th, 12th and 26th as following:
− 10th row (3 seats: 10 A, B, C).
− 11th row (4 seats: 11 B, C and 11 D, E).
− 12th row (4 seats: 12 A, B, C and 12 F).
− 26th row (6 seats: 26 A, B, C and 26 D, E, F).

8.2.4 Waste collection

Waste collection process

• The waste collection shall be performed always at the top of the descent,
immediately after each catering service as minimum standard and whenever
situation requires it. Good customer service implies immediate collection of
unwanted items from our customers.
• In order to facilitate the process each collection of unwanted items shall be
proceeded by waste collection announcement (to be found in the announcement
booklet).
• Waste collection after WIZZ Café service should be performed simultaneously by:
− C/A 2 and C/A 5 from the 1st row towards the 19th row using the FWD waste
trolley.
− C/A 3 and C/A 4 from the 39th row towards the 20th row using the AFT
waste trolley.
• Waste collection at top of descent should be performed by:
− C/A 2 and C/A 4 for all cabin starting from FWD to the AFT and repositioned
to the FWD galley afterwards.

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• Upon completion the waste trolleys must be restored inside their dedicated
stowage compartments.
• Additionally, whenever situation requires it, waste drawers should be used to
collect minor waste during the flight.

8.2.5 End of catering service

Procedure

• Closing the flight sectors shall be performed on one EPOS only, having all devices
in close proximity.

8.2.5.1 Last duty sector

After finishing the onboard sales and when the last duty sector is about to be
accomplished, the last duty sector procedure is to be followed.

Procedure

• On the last flight of the duty SCA has to count the income of the FWD galley and
sum up total expected cash.
• At the same time C/A 3 has to count the income of the AFT galley and sum up total
expected cash.
• At the same time C/A 5 has to count the income of the last part of the AFT galley
and sum up total expected cash.
• Upon completion, SCA is to proceed to the AFT galley to initiate closing of the barset
and synchronization process of all four EPOS devices together in close proximity
with C/A 3 and C/A 5.
• Once the synchronization is completed, C/A 3 and C/A 5 are to pass the income of
both parts of the AFT galley to the SCA and in their presence SCA shall count the
money and sum up the sales.
• Once the deposited cash is inserted into the system, both SCA and C/A 3 shall
confirm it with their signatures.
• Following that, the Final Payment report must be printed, on which the deposited
cash must be confirmed by the handwritten signatures of SCA and C/A 3.
• The Final Payment report and the confirmed cash shall be placed into the cash bag,
the cash bag needs to be filled in accordingly and closed securely for disposal.

8.2.6 Cash bag procedure

Procedure

• Once the total Crew confirmed cash have been entered into the system SCA and
C/A 3 shall confirm it with their signature and print the Payment Report. SCA and
C/A 3 have to confirm the deposited cash with their signatures on the payment
report. Following that the Payment Report and the confirmed cash shall be placed

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into the cash bag, the cash bag needs to be filled accordingly and shall be closed
securely for disposal.
• Immediately after the last duty sector ends at home base of the involved Crew,
the cash bag should be disposed in a safe located in the Wizz Air base office.
• Responsibility of cash bag disposal belongs to the SCA that should be accompanied
by one additional Cabin Crew member.
• The Cabin Crew member has to accompany the SCA not only in order to dispose
the cash bag together acting as a witness but also to ensure the safe transportation
of the cash bag.
• The Cash Bag Control Form must be filled up with the following data:
− Date
− Time of deposit
− Flight date
− Destination
− Barset number
− Cash bag number
− Cash bag value € (Total cash bag value that is cash plus card payment value)
− Banked by SCA: Printed Full Name
− Witnessed by C/A X: Printed Full Name

8.2.7 Catering service on ground

The procedure refers to a case of having customers boarded the aircraft and main doors
closed when due to unforeseen circumstances delay of more than 30 minutes occurs.

Procedure

• Permission from the Commander is received.

• Aircraft should be parked and engines switched off.
• Fueling operation must not take place simultaneously.
• Doors must be armed if stairs/jet-bridge are not present.
• Service can start only after the passenger safety demonstration has been
performed.
• The relevant announcement should be made by the SCA.
• The service should be performed on demand, without the use of a trolley.
• SCA and C/A 4 are staying in the respective entry area/galley in order to supervise
the main door. They may assist in catering service only in the galley area.
• C/A 2, C/A 3 and C/A 5 are serving the customers.
• No alcoholic beverages to be served.
• No hot beverages to be served.
• No WIZZ Boutique items to be sold.
• Customers must be provided with the receipt. If it is not possible, service is strictly
forbidden.
• In such unusual circumstances, it is highly important not to lose the situational
awareness, as a prompt take-off may follow.
• Before take-off the standard cabin preparation must be carried out and reported to
the Flight Deck Crew.
• If after performing paid service on ground the delay continues and exceeds 2hrs
‘Complimentary catering service on ground’ procedure must be applied.

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8.2.8 Complimentary catering service on ground

The procedure must be performed in two cases: 1) EU regulation: case of having

customers boarded the aircraft when the delay measured from the scheduled time of
departure (STD) is equal to or longer than 2 hours or 3 hours (depending on flight
distance), regardless of where the wait has been initiated, that is in the terminal or on
board, and 2) internal regulation: whenever customers are boarded and the doors are
closed for more than 2 hours.

Background

As an airline we must ensure compliance with the EU 261 regulations establishing the
common rules on compensation and assistance to customers in the event of long delay of
flights. In case of a delay of 2 hours or 3 hours (depending on flight distance) calculated
from the Scheduled Time of Departure (STD) an airline is obliged to provide customers
with complimentary refreshments.

Provision of complimentary refreshments/vouchers rests primarily with ground

agents at the airport. However, if for any reason refreshments/vouchers are not
provided at the airport, Crew must provide them on board the A/C.

Therefore, it is crucial for the Crew to communicate with ground agents in order to get
clear information on the status of refreshments/vouchers provision – that is if they have
been provided already, or not. Based on this information, Crew is to either proceed with
complimentary catering service on ground procedure, or not.

Irrespectively of the EU regulations that refer to 2 hours or 3 hours delay (depending on

flight distance), we set up an internal regulation – whenever customers are boarded
and the doors are closed for more than 2 hours complimentary refreshments should be
provided.

Standards

Every longer flight delay is likely to cause distress to customers, therefore, additional
measures to ensure comfortable environment must be taken by the Crew whenever
possible.

Basic requirements include maintaining continuous communication (defined as taking

place every 10 minutes) with customers at all times and offering tap water on demand
regardless of circumstances.

Delay calculation

• Commander of the flight is authorized to decide if the complimentary service is

applicable or not, based on the delay and flight distance.
• There is no other authorization or confirmation required from Duty Manager (OCC).
Duty Manager (OCC) shall only be contacted in unusual cases that require non-
standard actions such as further long delay, etc.

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• In order for the procedure to be implemented, the delay calculated from the STD
must be longer:
- than 2 hours (if flight distance is shorter than 1500km), or
- than 3 hours (if flight distance is longer than 1500km).
• Scheduled Time of Departure (STD) is always indicated on the journey log of a
flight and boarding card.
• When a delay reaches 2 hours the Commander must determine if the flight distance
is longer or shorter than 1500km:
- If flight distances is longer than 1500km, the regulation does not apply;
- If flight distance is shorter than 1500km, the regulation apply and Crew must
seek confirmation from the ground agent if customers were provided with
refreshments/vouchers or not:
➢ If yes, there is no need for the complimentary service
➢ If no, complimentary service shall be provided by the Crew
• When a delay reaches 3 hours the regulation apply and Crew must seek
confirmation from the ground agent if customers were provided with
refreshments/vouchers or not:
➢ If yes, there is no need for the complimentary service
➢ If no, complimentary service should be provided by the Crew

Delay from Applicability Action

STD
NOT - If flight distance is
2hrs Wait
longer than 1500km
YES - if flight distance is Ask GH if service
shorter than 1500km was provided
Ask GH if service
3hrs YES
was provided

• Additionally, irrespective of the conditions listed above, ‘Complimentary catering

service on ground’ shall be performed whenever Crew is waiting with customers on
board the A/C with doors closed for at least 2 hours with further wait expected.
• Based on the above the Commander shall advise the SCA if to start the service, or
not.

Conditions

• If delay calculation concludes the “Complimentary service on ground” is applicable,

Commander shall advise the SCA when to start the service.
• Relevant announcement should be made by the SCA:

‘Ladies and Gentlemen,

In order to compensate for the ____ hour(s) delay caused by ____, we would like to offer
you complimentary refreshments. Shortly, our Cabin Crew will start the service and
provide each of you with a soft drink and a snack.

Thank you for your patience and understanding.’

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• Aircraft should be parked and engines switched off.

• Fueling operation must not take place simultaneously.
• Lighting should be set appropriately to ensure adequate visibility.
• Passengers should remain seated.
• Service should be performed with service drawers, without the use of a trolley.
• During service Crew must be vigilant and ready for evacuation if necessary.
• Before take-off, the standard cabin preparation must be carried out and reported
to the Flight Deck Crew.
• The complimentary catering service on ground may take place either with doors
closed or with doors open.

In case service takes place with doors closed:

- Main doors must be armed if stairs/jet-bridge are not present.
- Main doors must be continuously supervised by respective Crew.
- Service can start only after the passenger safety demonstration has been
performed.
- All doors/exits should be clear of any obstructions at all times (i.e., tray tables at
window exits should not be used)
- Doors armed status must be checked by the SCA before take-off.
In case service takes place with doors open:
- If 1L door is open stairs or jet-bridge should be attached at all times.
- 4L doors may remain closed and unarmed or open; in case 4L are open stairs or
jet-bridge should be attached at all times.
- Main doors must be continuously supervised by respective Crew.
- SCA should brief the Cabin Crew on possible necessity of arming emergency
doors/exits.
- Customers sitting in the emergency exit rows (2L/2R and 3L/3R on A321 and 3L/3R
on A321 NEO) shall be advised to wait for Cabin Crew to operate the exits if
emergency arises during the ground service
- Short safety reminder announcement to be performed directly before starting the
complimentary service:

‘Ladies and Gentlemen,

Before we start the complimentary catering service, we would like to provide you
with some safety-related information.

Now, please take a moment to look around and locate the exit nearest to you,
keeping in mind that it may be behind you. Make sure that your seat belts are
opened. Keep the exit areas clear of any items or obstructions during the service
and please always follow the instructions given by the Crew.

Thank you.’

Procedure

• SCA and C/A 4 are staying in the respective entry area/galley in order to supervise
the main doors.
• C/A 2, C/A 3 and C/A 5 are serving the customers.

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• C/A 2 is serving customers in the FWD section, C/A 3 is serving customers in the
AFT section and C/A 5 in the MID section. Service shall start at the same time in
all cabin parts.
• Each customer is entitled to one drink (water still/sparkling or cold
beverage) and one snack (sweet/salty snack).
Sandwiches should be offered only as a last resort, in case of snacks being
out of stock.
• The choice of products to be given to customers should be made with consideration
of the stock – the customers should be offered similar products in order to avoid
dissatisfaction.
• No alcoholic beverages and no hot beverages to be served.
• No WIZZ Boutique items to be sold during the complimentary catering service on
ground.
• Drinks should be offered in the first stage of serving, while in the second stage
snacks.
• It is recommended to serve three rows at once with the use of one drawer serving.
• All Cabin Crew should assist in preparation of the complimentary items that should
be arranged in the service drawers.
• While C/A 2, C/A 3 and C/A 5 are already serving the customers in the cabin, SCA
and C/A 4 shall be preparing loading of the next drawers and registering the set of
items put to each drawer in the EPOS.
• Each set of products taken from the catering is to be recorded into the EPOS, using
special “Complimentary Service on Ground” option.
• The “Complimentary Service on Ground” is to be selected the Categories Menu.
• There is no need to provide customers with receipts of the offering.
• Once the complimentary service is finished, the complimentary report shall be
printed in two copies. Both copies have to be signed by SCA and CA3.
• One copy shall be placed in the cash bag and the other is to be sent to
Inflight Service Manager via email.
• The e-mail to Inflight Service Manager must be sent after completion of the duty.
No Intelex report should be submitted.
• All complimentary products shall be offered during the designated service on
ground; however, if time did not allow for the completion of complimentary catering
service on ground, it must be continued or initiated inflight and afterwards followed
with a regular buy on board service.
• A/C tap water is potable and should be offered to customers anytime.
• In case the A/C will perform other flights afterwards, an uplift request should be
initiated whenever possible.

NOTE: In case Complimentary Catering Service on Ground is applicable and should be

performed but there is no time to provide it on ground due to immediate take-off,
complimentary refreshments can be provided inflight. Whenever time allows, it should be
followed by a standard paid service.

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9 Airbus A 320-186Y CEO/NEO – procedure differences

The chapter describes the differences between Standard Operating Procedures (SOP) of
Airbus A320 (A320) and the ones of Airbus A320-186Y CEO/NEO (A320). For all topics not
covered below, the A320 SOP apply.

9.1 Catering equipment

Airbus A320 CEO/NEO (186Y) is equipped with a Space Flex V2 Galley with triple
deep stowage spaces for boxes and dedicated safety latches for the half size trolleys
stowage.

Equipment definitions

Full size trolleys used for stowage of the

Bar Trolleys – full size
onboard product selection
Half size trolleys used for stowage of the
Bar Trolleys – half size
Crew Meal
Used for bar stock, dry stores, Crew and
Boxes/Canisters
customers catering
Polypropylene and metal items used for
Drawers
stowage or serving purposes
Black/blue logo bags used for stowing of
Insulated Cooling Bags
Crew/customers food items
Pots Purple lidded pots with Wizz Air logo

Ice Buckets Plastic/metal container for wet ice

iOS device, card reader and protective
EPOS sleeve connect to form ONE single
handheld device
BT13B batteries Are part of the onboard charging unit

Blue ice slabs/blocks used as cooling

Cooling Batteries/Ice-packs
agents in order to maintain the chill chain

Catering (barsets)

All barsets on WIZZ aircraft are standard and must comprise the following equipment:

• 7 full size trolleys (including Waste Trolley that remains on board) for A320
CEO/NEO (186Y)
• 2 half size trolleys (for storing Crew meal only) for A320 CEO/NEO (186Y)
• 18 boxes (including Master Box, EPOS Stowage Box and Crew Use Box – last two
remain on board) for A320 CEO/NEO (186Y)

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9.1.1 Galley plan

FWD Galley A 320-186Y CEO

AFT Galley A 320-186Y CEO

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FWD Galley A 320-186Y NEO

AFT Galley A 320-186Y NEO

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9.1.2 Operation of the equipment

Operation of the triple deep stowage space and half size trolley space

• The galley configuration is designed to make sure that each Crew member
can safely operate the equipment while standing in the galley floor.
• Special pull systems are installed in the galley to facilitate the removal of
the equipment from its stowage.
• When removing boxes for the purpose of a security conduct each box must
be removed separately and placed on the galley floor.
• Standing on a box in order to remove other box from its stowage space is
strictly forbidden as it presents a high injury risk.
• Weight of the equipment can be identified by checking its designated
stowage space.
• The lower the box is located the heavier it is likely to be.
• No boxes can be stowed separately in multiple stowage areas.
• Half sized trolleys must only be stowed in designated stowage spaces where
they can be safely secured.

Triple stowage space for boxes and its pull system

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Pull-out table

• For the convenience of the Crew AFT galley is equipped with a double pull-
out table.
• The double pull-out table is located above trolleys position 413 and 414.
• The double pull-out table is 300mm x 530mm and can sustain up to 22.7kg
• Special pull systems are installed in the galley to facilitate the removal of
the equipment from its stowage.

Pull-out table

9.2 Onboard service procedures

9.2.1 WIZZ Café

Standards

• The WIZZ Café service has to be carried out by four Crew members with a use of two
full sized trolleys in two cabin sections.
• SCA and C/A 2 should perform the service in the FWD cabin section whereas C/A 3 and
C/A 4 should perform the service in the AFT cabin section.
• The SCA and C/A 3 are responsible for EPOS devices and money handling whereas C/A 2
and C/A 4 are responsible for serving customers, thus, for hygienic purposes they should
avoid getting in contact with money.
• Doors of Bar trolleys should be opened on both sides for the time of WIZZ Café service.
• For dressing the trolley following guidelines should be applied:
− Two plastic drawers should be placed on a top of each full sized Bar trolley.
− One plastic drawer (on the SCA and C/A 3 side) should be filled with the
catering products and serve as a tempting drawer.
− Tempting drawer should be composed in a way that is attractive and appealing
to the customers; however, all the safety precautions shall be observed for
the products not to pose any danger of harming a customer in case of falling.

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− Another plastic drawer (on the C/A 2 and C/A 4 side) should be filled with dry
store items and serve as a service drawer.
− The service drawer should contain paper cups, plastic cups, cup lids, forks,
spoons, stirrers, napkins, salt and pepper, lemon juice, sugar, milk, a
selection of hot drinks and a pot with hot water.

Procedure

• After take-off, when the engine power is reduced and the noise level in the cabin is
lower, catering announcement (minimum standard) should be performed.
• Once the seatbelt sign is off, C/A 3 is to proceed to the FWD galley to provide SCA with
EPOS device.
• The positions of the Crew members on the specific flight should be considered during
the preparation for the service.
• The below guidelines shall be applied when preparing for the service:
− Proper filling of paper and batteries level in both EPOS devices should be
checked.
− Tempting drawer should be prepared with commercial awareness,
depending on the time of a day and regional needs.
− All the items that may be required for the service should be placed in the
trolley in a sufficient amount to avoid going back to the galley.
− Products that are not available in the Bar trolley or are not available in
sufficient amount should be placed in tempting drawers of the SCA and
C/A 3.
• Once preparation of trolleys is complete, the WIZZ Café promotional announcement
should be made.
• Before leaving the galley and/or when not in use all trolleys, boxes, drawers, inserts,
shelves and any loose items should be latched, stowed and secured. The galley area
should be clear of any personal items/loose items at all times when not supervised.
• The SCA and C/A 2 should serve the FWD section of a cabin starting from the 1 st row
moving towards the 15th row.
• The C/A 3 and C/A 4 should serve the AFT section of a cabin starting from the 16 th row
moving towards the 31st row.
• The service should start at the same time in the front and in the middle of a cabin.
• In exceptional cases when the flight time is very short and/or when the SCA deems it
necessary C/A 3 and C/A 4 should start the service from the last row moving towards
the middle of the cabin. Based on the highest standards of customer service, customers
should be approached from the front side and should be allowed to see the display
drawers before making a purchase, therefore starting the service from the last row
should be considered as an exception.
• During cruise, except the time of the catering service, FWD and AFT entry area should
not be left unattended. During catering service the relevant areas must be monitored
by the Crew members in order to avoid any attempt of the customers to remove the
catering equipment, aircraft components.

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9.2.2 WIZZ Boutique

Standards

• The Wizz Boutique service has to be carried out by two Crew members with a use
of one full sized trolley throughout the whole cabin.
• The service should be performed by the SCA and C/A 3.
• In exceptional cases or when the SCA deems it necessary, the WIZZ Boutique
service can be conducted by SCA and any other Crew member.
• Doors of the Duty Paid trolley should be closed on both sides for the time of the
Boutique service.
• Duty Paid trolley should be dressed up by the SCA and C/A 3.
• For dressing the trolley the following guidelines should be applied:
− Two plastic drawers should be placed on a top of a full sized Duty Paid
trolley.
− Both drawers should serve as tempting drawers and contain a wide selection
of various duty paid products.
− Tempting drawers should be composed in a way that is attractive and
appealing to the customers; however, all the safety precautions shall be
observed for the products not to pose any danger of harming a customer in
case of falling.

Procedure

• The WIZZ Boutique service should be performed after the first WIZZ Café service
is completed.
• Once preparation of the Duty Paid trolley with the tempting drawers is completed
the WIZZ Boutique announcement should be made.
• Before leaving the galley and/or when not in use all trolleys, boxes, drawers,
inserts, shelves and any loose items should be latched, stowed and secured. The
galley area should be clear of any personal items/loose items at all times when not
supervised.
• The service should start from the 1st row towards the 31st row. After serving the
whole cabin, the Duty Paid trolley should be repositioned to the FWD galley.
• The SCA or C/A 3 being responsible for EPOS devices and money handling should
be always facing the AFT galley.
• The below guidelines should be applied when performing the service:
− All products should be handled with an extra care to avoid foil and packaging
damage.
− It is forbidden to unwrap products from their original packaging unless the
customer has already paid for them and requested to unwrap them.
• Upon completion of the WIZZ Boutique service, the tempting drawers should be
restored to their original place in order to avoid any discrepancy.

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9.2.3 Meal opportunity procedure on half size galley A/C

In order to support offering comfortable environment on half size galley aircraft, Cabin
Crew is allowed to occupy the last row for the time of meal consumption whenever the
row is free from customers.
Automatic seat allocation system does not allocate last row to customers unless the flight
is full. In case of manual seat allocation call centre agents and airport personnel is
instructed to allocate last row to customers only as a last resort.

Procedure

• The procedure is only applicable for aircraft with half size galley.
• Crew is allowed to take a seat in the last row if the sector is equal to or exceeds
2 hours and 45 minutes block time (long sectors and extra-long sectors).
• The seats in the last row must be completely free of fare paying customers (all six
seats).
• Only one active Crew member can be seated in the last row at a time.
• The maximum length of the meal opportunity per Crew member cannot exceed 15
minutes.
• If any seat in the last row is occupied by positioning or commuting Crew, the meal
opportunity of the an active Crew can still take place.
• If the meal opportunity is taken during cruise, it should be taken at a time when
the Crew member is less likely to be interrupted by the needs of customers.
• The meal opportunity in the last rows shall be carried out in a disciplined manner
to ensure customer comfort.
• Presence of Crew in the cabin must be maintained at all times. It is not acceptable
for all Crew to take their meal opportunity at the same time.
• It is the sole responsibility of the Senior Cabin Attendant to coordinate Crew and
ensure compliance with the procedure.

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10 Airbus A 321-239Y NEO – procedure differences

The chapter describes the differences between Standard Operating Procedures (SOP) of
Airbus A321 (A321) and the ones of Airbus A321-239Y NEO (A321). For all topics not
covered below, the A321 SOP apply.

10.1 Catering equipment

Airbus A321 NEO (239Y) is equipped with a Space Flex V2 Galley with triple deep
stowage spaces for boxes and dedicated safety latches for the half size trolleys
stowage.

Equipment definitions

Full size trolleys used for stowage of the

Bar Trolleys – full size
onboard product selection
Half size trolleys used for stowage of the
Bar Trolleys – half size
onboard product selection
Used for bar stock, dry stores, Crew and
Boxes/Canisters
customers catering
Polypropylene and metal items used for
Drawers
stowage or serving purposes
Black/blue logo bags used for stowing of
Insulated Cooling Bags
Crew/customers food items
Pots Purple lidded pots with Wizz Air logo

Ice Buckets Plastic/metal container for wet ice

iOS device, card reader and protective
EPOS sleeve connect to form ONE single
handheld device
BT13B batteries Are part of the onboard charging unit

Blue ice slabs/blocks used as cooling

Cooling Batteries/Ice-packs
agents in order to maintain the chill chain

Catering (barsets)

All barsets on WIZZ aircraft are standard and must comprise the following equipment:

• 7 full size trolleys (including 2 Waste Trolleys that remain on board) for A321 NEO
(239Y)
• 2 half size trolleys (for bar and WIZZ Boutique) for A321 NEO (239Y)
• 21 boxes (including Master Box, EPOS Stowage Box and Crew Use Box – last two
remain on board) for A321 NEO (239Y)

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10.1.1 Galley plan

FWD Galley

AFT Galley

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10.1.2 Operation of the equipment

Operation of the triple deep stowage space and half size trolley space

• The galley configuration is designed to make sure that each Crew member
can safely operate the equipment while standing in the galley floor.
• Special pull systems are installed in the galley to facilitate the removal of
the equipment from its stowage.
• When removing boxes for the purpose of a security conduct each box must
be removed separately and placed on the galley floor.
• Standing on a box in order to remove other box from its stowage space is
strictly forbidden as it presents a high injury risk.
• Weight of the equipment can be identified by checking its designated
stowage space.
• The lower the box is located the heavier it is likely to be.
• No boxes can be stowed separately in multiple stowage areas.
• Half sized trolleys must only be stowed in designated stowage spaces where
they can be safely secured.

Triple stowage space for boxes and its pull system

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Pull-out table

• For the convenience of the Crew AFT galley is equipped with a double pull-
out table.
• The double pull-out table is located above trolleys position 413 and 414.
• The double pull-out table is 300mm x 530mm and can sustain up to 22.7kg
• Special pull systems are installed in the galley to facilitate the removal of
the equipment from its stowage.

Pull-out table

10.2 Onboard service procedures

10.2.1 WIZZ Café

Standards

• The WIZZ Café service has to be carried out by five Crew members with a use of
two full sized trolleys and one half sized trolley in two cabin sections.
• SCA and C/A 2 should perform trolley service using the dressed up full sized Bar
trolley. After the service is completed, the trolley has to be replaced in FWD galley.
• C/A 3 and C/A 4 should perform trolley service using the dressed up full size Bar
trolley. After the service is completed, the trolley has to be replaced in AFT galley.
• C/A 5 should perform the service using the dressed up half sized Bar trolley.
After the service is completed, the trolley has to be replaced in AFT galley.
• SCA, C/A 3 are responsible for EPOS and money handling, facing the AFT part of the
A/C whereas C/A 2 and C/A 4 are responsible for serving customers, thus, for
hygienic purposes they should avoid getting in contact with money.
• C/A 5 is responsible for EPOS and money handling and for serving customers, thus,
special attention shall be paid to maintain high hygiene standards.
• Doors of Bar trolleys should be opened on both sides for the time of WIZZ Café
service.

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• For dressing the trolley the following guidelines shall be observed:

− Two plastic drawers should be placed on a top of each full sized Bar trolley.
− One plastic drawer (on the SCA and C/A 3 side) should be filled with the
catering products and serve as a tempting drawer.
− Tempting drawer should be composed in a way that is attractive and appealing
to the customers; however, all the safety precautions shall be observed for
the products not to pose any danger of harming a customer in case of falling.
− Another plastic drawer (on the C/A 2 and C/A 4 side) should be filled with dry
store items and serve as a service drawer.
− The service drawer should contain paper cups, plastic cups, cup lids, forks,
spoons, stirrers, napkins, salt and pepper, lemon juice, sugar, milk, a
selection of hot drinks and a pot with hot water.
− Half sized Bar trolley drawer (C/A 5 responsibility) should be a combination
of tempting and service drawer.

Procedure

• After take-off, when the engine power is reduced and the noise level in the cabin
is lower, catering announcement (minimum standard) should be performed.
• Once the seatbelt sign is off, C/A 3 is to proceed to the FWD galley to provide SCA
with EPOS device.
• The positions of the Crew members on the specific flight should be considered
during the preparation for the service.
• The below guidelines shall be applied when preparing for the service:
− SCA and C/A 2 should prepare one Bar trolley, the tempting drawer and
service drawer for the designed Bar trolley.
− C/A 3 and C/A 4 should prepare another Bar trolley, the tempting drawer
and service drawer for the designated Bar trolley.
− C/A 5 should prepare one half sized Bar trolley and a combined drawer that
should contain all the items necessary for the service.
− Proper filling of paper and batteries level in all EPOS devices should be
checked.
− Tempting drawers should be prepared with commercial awareness,
depending on the time of a day and regional needs.
− All the items that may be required for the service should be placed in the
trolley in a sufficient amount to avoid going back to the galley.
− Products that are not available in the Bar trolley or are not available in
sufficient amount should be placed in tempting drawers of the SCA and
C/A 3.
• Once preparation of EPOS devices and trolleys is complete, the WIZZ Café
promotional announcement should be made.
• Before leaving the galley and/or when not in use all trolleys, boxes, drawers,
inserts, shelves and any loose items should be latched, stowed and secured. The
galley area should be clear of any personal items/loose items at all times when not
supervised.
• SCA and C/A 2 should perform trolley service from the 1st row towards the 16th row
(inclusive).
• C/A 3 and C/A 4 should perform service from the 17th row towards the row 33rd
row (inclusive).
• C/A 5 should perform service from the 40th row towards the 34th row (inclusive).

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• In order to ensure effective service delivery in the AFT part of the cabin C/A 3,
C/A 4 and C/A 5 are advised to continue service towards each other until they
meet.
• The service should start at the same time in the whole cabin.
• During cruise, except the time of the catering service, FWD and AFT entry area
should not be left unattended. During catering service the relevant areas must be
monitored by the Crew members in order to avoid any attempt of the customers
to remove the catering equipment, aircraft components.

10.2.2 WIZZ Boutique

Standards

• The WIZZ Boutique service has to be carried out by two Crew members with a use
of one half sized trolley throughout the whole cabin.
• The service should be performed by the SCA and C/A 3.
• In exceptional cases or when the SCA deems it necessary, the WIZZ Boutique
service can be conducted by SCA and any other Crew member.
• Doors of the Duty Paid trolley should be closed on both sides for the time of the
Boutique service, if equipment allows.
• Duty Paid trolley should be dressed up with the tempting drawers by the C/A 3 and
C/A 4 in the AFT galley.

Procedure

• The WIZZ Boutique service should be performed after the first WIZZ Café service
is completed.
• Once the Duty Paid trolley is dressed up, the WIZZ Boutique announcement should
be made.
• Before leaving the galley and/or when not in use all trolleys, boxes, drawers,
inserts, shelves and any loose items should be latched, stowed and secured. The
galley area should be clear of any personal items/loose items at all times when not
supervised.
• The service should start from the 1st row towards the 40th row.
• The SCA being responsible for EPOS and money handling should be always facing
the AFT galley.
• The below guidelines should be applied when performing the service:
− All products should be handled with an extra care to avoid foil and packaging
damage.
− It is forbidden to unwrap products from their original packaging unless the
customer has already paid for them and requested to unwrap them.
• Upon completion of the WIZZ Boutique service, the tempting drawers should be
restored to their original place in order to avoid any discrepancy.
• After serving the whole cabin, the Duty Paid trolley should be repositioned to the
AFT galley.

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10.2.3 Waste collection

Waste collection process

• The waste collection shall be performed always at the top of the descent,
immediately after each catering service as minimum standard and whenever
situation requires it. Good customer service implies immediate collection of
unwanted items from our customers.
• In order to facilitate the process each collection of unwanted items shall be
proceeded by waste collection announcement (to be found in the announcement
booklet).
• Waste collection after WIZZ Café service should be performed simultaneously by:
− C/A 2 and C/A 5 from the 1st row towards the 19th row using the FWD waste
trolley.
− C/A 3 and C/A 4 from the 40th row towards the 20th row using the AFT
waste trolley.
• Waste collection at top of descent should be performed by:
− C/A 2 and C/A 4 for all cabin starting from FWD to the AFT and repositioned
to the FWD galley afterwards.
• Upon completion the waste trolleys must be restored inside their dedicated
stowage compartments.
• Additionally, whenever situation requires it, waste drawers should be used to
collect minor waste during the flight.

10.2.4 Meal opportunity procedure on half size galley A/C

In order to support offering comfortable environment on half size galley aircraft, Cabin
Crew is allowed to occupy the last row for the time of meal consumption whenever the
row is free from customers.

Automatic seat allocation system does not allocate last row to customers unless the flight
is full. In case of manual seat allocation call centre agents and airport personnel is
instructed to allocate last row to customers only as a last resort.

Procedure

• The procedure is only applicable for aircraft with half size galley.
• Crew is allowed to take a seat in the last row if the sector is equal to or exceeds
2 hours and 45 minutes block time (long sectors and extra-long sectors).
• The seats in the last row must be completely free of fare paying customers (all six
seats).
• Only one active Crew member can be seated in the last row at a time.
• The maximum length of the meal opportunity per Crew member cannot exceed 15
minutes.
• If any seat in the last row is occupied by positioning or commuting Crew, the meal
opportunity of the an active Crew can still take place.
• If the meal opportunity is taken during cruise, it should be taken at a time when
the Crew member is less likely to be interrupted by the needs of customers.

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• The meal opportunity in the last rows shall be carried out in a disciplined manner
to ensure customer comfort.
• Presence of Crew in the cabin must be maintained at all times. It is not acceptable
for all Crew to take their meal opportunity at the same time.
• It is the sole responsibility of the Senior Cabin Attendant to coordinate Crew and
ensure compliance with the procedure.

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