Get Ready to Fly - Guide for special Flight Attendants

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Get ready to fly!!! A Special Guide For Special Flight Attendants Aline Marise Trevisan

2011

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1ST EDITION

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Get ready to fly!!! A special guide for special flight attendants… Designed for those who are looking for a flight attendant position… those who want to fly higher when facing an English interview in an airline company. This guide will help you reach a more specific English knowledge, besides reviewing some information learned in your flight attendant course. It will help you acquire new vocabulary, comprehension skills, listening ability and you will also practice reading. In a short time, you will develop your conversation skills and feel more confident in many situations you may find in your new profession. Special thanks: For those who believed in my job. First of all God who always made my dreams come true. Also my family who supported me in love. My special partner and friend Alexandre Scoth for the encouragement and ideas. For my second partner Diego Onorati, without his wisdom, knowledge and experience this book would not be possible. My friend and revisor Rafael Barreros whom took a long time correcting some mistakes. My cousin Jeniffer for making the summary and the corrections. Also for my friends Victor and Tim for recording the audio CD. And for all thel students from ABC Fly that gave me the ideas and strategies. Notice of Rights All rights reserved: no part of this publication may be reproduced, stored in a retrieval system, or transmitted in any form or by any means, electronic, mechanical, photocopying, recording or otherwise, without the prior permission, in writing, of the copyright owner.

ht attendants

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uider special flight attendants CONTENTS UNIT 01 - FLIGHT ATTENDANT JOB DUTIES UNIT 02 - CREW BRIEFING UNIT 03 - PRE-FLIGHT CHECK UNIT 04 - BOARDING UNIT 05 - PREPARATION FOR TAKE-OFF UNIT 06 - MEALS AND DRINKS SERVICE UNIT 07 - ENTERTAINMENT UNIT 08 - EMERGENCY SITUATIONS UNIT 09 - LANDING PREPARATION UNIT 10 - DISEMBARK FLIGHT SITUATIONS GENERAL INTERVIEW AIRPORT JOBS _

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UNIT 01- FLIGHT ATTENDANT JOB DUTIES

T he main task of a Flight Attendant is to make sure that the passengers are both safe and comfortable throughout the entire flight, but their work begins a little earlier than boarding. At least one hour before each flight, the Flight Crew joins together to perform a briefing where they're informed by the Captain and the SCCM about the specific details of the flight. These details include weather conditions expected along the route and at destination, the number of passengers and any eventual special assistance required, among any other unusual situation that might occur during the flight. Once on board, the Flight Attendants must check that everything in the cabin meets the standard needs established by the company in accordance to the international regulations. During boarding the Attendants greet the passengers, check their boarding passes, and assist them in finding their seats and storing the carry-on luggage. After boarding is completed they perform the safety briefing to the passengers and prepare the cabin for take-off, it means that all the passengers are seated with their seat belts fastened, the tables closed and the seat backs in the vertical position. After take-off, when the airplane has reached a safe altitude, some C.A.s distribute items like earphones or pamphlets to the passengers, while others meet in the galleys and prepare the meals and drinks service. On longer flights, some entertainment opportunities are usually available, such as movies or duty-free shopping. When the airplane is approaching the destination, the C.A.s prepare the cabin for landing: all trays and trolleys must be stored back to their position, and the passengers must be seated with their seat backs in vertical position, the tables closed and the seat belts fastened. After the plane lands, when it stops in the parking, the C.A.s greet the passengers while they leave the cabin, and thank them for choosing their airline. They also help passengers-in-need leave the aircraft. Helping passengers in the rare event of an emergency is one of the most important jobs of the Flight Attendant. This may include, for example, opening emergency exits and inflating evacuation slides following an emergency landing. The Attendants may also have to reassure passengers who may be afraid, for example during occasional encounters with some turbulence.

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Flight Attendant service is often what passengers think about when choosing an airline. Because of this, it is very important that the Attendants be friendly and courteous, provide the highest level of service, and “go the extra mile” whenever possible.

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1. Comprehension check. Write True or False ( T ) or ( F ): a) ( ____ ) The flight attendant’s job begins a little later than boarding. b) ( ____ ) The briefing details include weather conditions expected along the route and at destination. c) ( ____ ) Everything in the cabin must be in accordance to the national regulations. d) ( ____ ) Books and sandals are distributed after take-off. e) ( ____ ) Movies and duty-free shopping are available only on longer flights. f) ( ____ ) Only some passengers must be seated in vertical position when the airplane in approaching the destination. g) ( ____ ) The C.A.s help passengers-in-need leave the aircraft. h) ( ____ ) Help passengers in case of an emergency is one of the least important jobs of a flight attendant. i) ( ____ ) When passengers are going to choose an airline they think about the flight attendant service.

2. Choose the best synonym for each word: Briefing -_________

a.Atmospheric condition

Fasten -__________

b.Keep

Weather -________

c.Ticket

Pass -___________

d. Instructions

Store -___________

e. tighten

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3. Practice the questions about the following main words: What’s briefing exactly? Briefing

Who is responsible for the briefing? Have you ever made a briefing? What’s the Captain’s main job?

Captain

Would you like to be a Captain? Do you know anyone who’s a Captain? What’s the weather like in your city today?

Weather

What’s your favorite season? Do you like to pack your luggage when you travel? Do you usually take big or small luggage?

Luggage Do you help other people carrying their luggage?

Do you think seat belts are important? Seat Belts

Do you fasten your seat belts when driving? How often do you forget to fasten your seat belts? What can you find in the galleys?

Galleys

Are the passengers allowed to remain in the galleys? What kinds of passengers are included in the

Passenger-in-need

“passengers-in-need” group? Have you ever helped a passenger-in-need? Have you ever passed through any turbulence?

Turbulence

Are you afraid of turbulences? 9

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4. Listen and fill-in the blanks: A. “The main _______________ of a Flight Attendant is to make sure that passengers are _______________ safe and comfortable throughout the _______________ flight…”

B. “During boarding the Attendants _______________ the passengers, check their boarding passes, and _______________ them in finding their seats and _______________ the carry-on luggage.”

C. . “On longer flights, some ___________________ opportunities are usually available, such as movies or ___________________ shopping.”

D. “Opening emergency _______________ and inflating evacuation slides ___________________ an emergency ________________.”

E. “Because of this, it is very important that the Attendants be __________________ and courteous, provide the __________________ level of service, and “go the extra mile” ____________________ possible”.

5. Complete the following sentence with at least 5 lines: “Once I was planning the trip of my life when…”

_________________________________________________________________ _________________________________________________________________ _________________________________________________________________ _________________________________________________________________ _________________________________________________________________ ________________________________________ 11

UNIT 02 - CREW BRIEFING

T he Flight Crew is composed by a group of professionals who work in an aircraft when it is flying from one city to another on a domestic or international flight. The Flight Crew is internally divided in two inner groups that differ by the type of work they perform and the workplace they occupy in the airplane: the Cockpit Crew and the Cabin Crew. The Cockpit Crew is responsible for piloting the aircraft and, on modern airplanes is normally composed by two members, the Captain and the Copilot or First Officer. The Captain is the pilot in command of the aircraft and is responsible for its operation and safety. The Copilot or First Officer is the Captain's second and assists him in operating the aircraft. On some older airplanes there is a third crew member, called Flight Engineer. He is required in the cockpit and is responsible for the aircraft's engines and other systems during the flight. The Cabin Crew is made up of Flight Attendants whose main duty is to take care of the passengers' comfort and safety. The Purse or Senior Cabin Crew Member is the chief of the Flight Attendants, and among other duties, works as interface between the Cockpit Crew and the Cabin Crew. Although these two groups work in different areas of the aircraft and perform different duties, it is very important that they work in a coordinated manner and in a predefined synchrony, because one group's work influences the other and vice-versa. This hierarchic organization guarantees the communication through all the crew members and establishes the responsibilities for each member. The Flight Crew gathers in the operations room to prepare and perform the Crew briefing. During the briefing all the Crew is informed by the Captain and the SCCM about specific details of the flight. The subjects usually covered are: the weather conditions expected along the route and at the destination, the number of passengers expected on board, the passengers who need special assistances such as disabled passengers, special meals and unaccompanied children, inoperative items on the aircraft and any other unusual situation that may occur during the flight. It's during the briefing that each Crew Member is assigned to their position on board and the respective responsibilities assigned to that role. It means they will be responsible for a specific area of the cabin with its respective door or doors to be operated, and the relative tasks to be accomplished during the flight. After the briefing, the Captain files the flight plan and the Crew members are ready to board the airplane, occupy their relative positions on board and perform the pre-flight checks and tests.

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1. Link each column: Flight ______

a. place

Inner _______

b. Officer

Take _______

c. Crew

Work _______

d. care

First _______

e. groups

Weather _______

f. up

Made _______

g. conditions

2. Choose the best response: A. The Flight Crew is composed by: ( ____ ) Captain or Copilot ( ____ ) many flight attendants ( ____ ) a group of professionals

B. The Cockpit Crew is responsible for: ( ____ ) serving drinks and meals ( ____ ) piloting the aircraft ( ____ ) passenger’s comfortable and safety

C. The Cabin Crew is made up of: ( ____ ) flight attendants ( ____ ) receptionists ( ____ ) pilot and copilot

D. Some briefing information is: ( ____ ) ticket’s price ( ____ ) magazines available ( ____ ) weather conditions

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3. Practice the questions about the following main words:

Who’s part of the Flight Crew? Flight crew

Would you like to join this team? Is this group responsible for many tasks? Who’s part of Cockpit Crew?

Cockpit Crew

What are they responsible for? Would you be a good Pilot? Who’s part of Cabin Crew?

Cabin Crew

What are they responsible for? Would you be a good SCCM? What duties must a flight attendant do?

Duties

Are you responsible for many duties in your job? Is the number of passengers important?

Passengers

Who should assist the passengers? What do passengers look for when choosing an airline?

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4. Listen and fill-in the blanks: A. “The Flight Crew is internally divided in two inner groups that _______________ by the type of work they perform and the workplace they _______________ in the airplane: the Cockpit _______________and the Cabin _______________”. B. “The Captain is the pilot in _______________ of the aircraft and is responsible for its _______________ and safety”. C. “Although these two groups work in different areas of the _______________ and perform different duties, it is very important that they work in a _______________ manner and in a predefined synchrony, because one group's work _______________ the other and vice-versa”. D. “The subjects usually covered are: the _______________ conditions expected along the route and at destination, the number of passengers _______________ on board, the passengers who need special assistances such as _______________ passengers, special meals and unaccompanied children, inoperative items on the aircraft and any other unusual situation that _______________ occur during the flight”.

5. With your own words explain each position: _______________________________________________________________________________________ _______________________________________________________________________________________ _______________________________________________________________________________________ _______________________________________________________________________________________ _______________________________________________________________________________________ __________________________________________________

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UNIT 03 – PRE-FLIGHT CHECK

W hen the crew enters the aircraft, they have to perform a number of checks and tests to assure the aircraft is properly set up and organized to begin the flight. The Crew Members have specific items to check, depending on their role and which seats they have been assigned to. EMERGENCY EQUIPMENT The first task to be performed on board is to check the emergency equipment installed on the airplane: -fire extinguishers -smoke hoods -crash axe -first aid kit -oxygen bottles -extra life vests and infant life vests -the life raft, crew members life vests -flashlights -megaphones -emergency radio beacon All the previous items must be on board, functional and properly stowed in their positions. Every time the crew enters an airplane, they must also perform a security check throughout the cabin to ensure that there are no foreign objects hidden in the cabin that may endanger the safety of the aircraft and its occupants. After performing these security checks, the Flight Attendants dedicate to the tasks they have been assigned to. ● Galleys: the responsible C.A check: the meals and drinks quantity, any special meals, the accessories and any other items depending on the kind of service that will be provided on that flight. ● Magazines: a special trolley is set up to show the passengers all the reading options available. ● Toilets: they are checked to be clean and equipped with toilet paper, paper towels, soap and sometimes moist towelettes and perfume. After these duties have been accomplished and the cabin is ready, the SCCM asks the Captain if he can authorize the passengers' boarding.

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1. Link each column: Smoke - _________

a.Vest

Crash - _________

b. Kit

First aid - _________

c. Hoods

Oxygen - _________

d. Phones

Life - _________

e. axe

Mega - _________

f. bottle

2. Comprehension check. Write True or False ( T ) or ( F ): a) ( ____ ) When the crew enters the aircraft, they have to perform a check list. b) ( ____ ) The entertainment area is the first to be checked. c) ( ____) Crash axe, oxygen bottles, earphones and megaphones are all emergency equipment. d) ( ____ ) The meals and drinks quantity must be checked by the Pilot and Copilot. e) ( ____ ) A special trolley of magazines is set up to show the passengers all the options.

3. Choose the best definition: Set up - _________

a. get something done

Duties - _________

b. attributes or credit to

Perform - _________

c. make certain of

Assure - _________

d. get ready for a particular purpose or event

Properly - _________

e. work that you are obligated to perform

Assigned - _________

f. in the right manner

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4. Listen and fill in the blanks:

A. “The Crew Members have ______________ items to check, depending on their ______________ and

which

seat

they

have

been

______________”.

B. “Every time the crew enters an airplane, they must also ______________ a security check throughout the cabin to ensure that there are no ______________ objects hidden in the cabin that may

endanger

the

safety

of

the

aircraft

and

its

______________”.

C. “Galleys: the responsible C.A check the ______________ and drinks quantity, any special meals, the ______________ and any other items depending on the ______________ of service that will be ______________ on that flight”.

“After these ______________ have been accomplished and the cabin is ready, the SCCM asks the ______________ if he can authorize the passengers' ______________”.

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D.

5. Practice the questions about the following main words:

Which items must be checked before the airplanes take-off? Items

Before travelling, do you check all the items?

Why do you think a first aid kit is important for? First aid kit

What things can you find in a first aid kit? Do you have a first aid kit at home?

What does a foreign object mean? Foreign

Have you ever met a foreign person? Have you ever lived in a foreign country?

What kinds of passengers take long flights? Kind

What kinds of meals are served in an airplane?

What kinds of magazines do you like reading? Magazines

Do you like reading magazines when flying?

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UNIT 04 - BOARDING

B oarding is the process through which the passengers enter the airplane, stow their hand luggage in the appropriate places and occupy their seats. During the boarding, the Flight Attendants greet the passengers and help them find their seats. They also help them in finding a place for the hand luggage. Passengers who need special assistance (for example disabled passengers and unaccompanied minors) are usually boarded and guided to their seats before the other passengers. They receive a personalized briefing about the emergency equipment and procedures, as well as the position of the nearest emergency exits. They are told to remain at their place in case of emergency and wait for a Flight Attendant to help them in case of an emergency evacuation. In the First Class of big airplanes, on longer flights, the Flight Attendants offer the passengers the opportunity to hang their coats and jackets in a located wardrobe. It is Flight Attendants responsibility to check that all the aisles are not obstructed by any object, the hand luggage are properly stowed in the overhead lockers or under the seats, and the access to the emergency

exits

is

completely

free

of

luggage

or

any

other

object.

During boarding, an announcement similar to the following is repeatedly read through the public address system (P.A.): LADIES AND GENTLEMEN, WELCOME ON BOARD. FOR YOUR SAFETY, WE KINDLY ASK YOU TO PLACE YOUR HAND LUGGAGE UNDER THE SEAT IN FRONT OF YOU OR IN THE OVERHEAD LOCKERS. FOR ANYTHING YOU MAY REQUIRE PLEASE CONTACT A MEMBER OF THE CABIN CREW. THANK YOU FOR YOUR COOPERATION. When all the passengers are on board, before the aircraft starts taxiing, there is time for distributing gifts. In the First Class some extra services are provided: a welcome drink (normally a choice of water, juice or sparkling wine and also a selection of magazines and newspapers).

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1. Link the appropriate synonym: Enter _______________

a. alone

Greet _______________

b. continue

Unaccompanied ______________

c. announcement

Remain _______________

d. lockers

Wardrobe _____________

e. respond

Obstructed _____________

f. blocked

Speech

g. goes into

______________

2. Choose the best response: A. Boarding is when… ( ) the airplane takes - off ( ) passengers enter the airplane ( ) passengers leave the check-in area

B. Flight attendants during boarding: ( ) Help passengers find their seats ( ) Show the meals and drinks options ( ) Check the passenger’s tickets

C. An important flight attendants` direction is: ( ) The position of the toilets ( ) How to close the airplane doors ( ) The nearest emergency exits

D. Another emergency responsibility of the flight attendants is: ( ) the aisles are not obstructed by any other object ( ) the trolleys are well closed ( ) the windows are well closed

E. Before the aircraft starts, in the First Class some things are offered like: ( ) a special dish ( ) chocolate or souvenirs 22

( ) a choice between water or juice

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3. Write a short paragraph using the following words: OCCUPY/ PLACE/ SEAT/ EXITS/ EVACUATION

___________________________________________________________________________ ___________________________________________________________________________ ___________________________________________________________________________ ___________________________________________________________________________ ___________________________________________________________________________ ___________________________________________

4. Listen and fill in the blanks: A.

“Boarding is the process _______________ which the passengers enter the airplane, _______________ their hand luggage in the appropriate places and occupy their _______________”.

B.

“Passengers who need special _______________ (for example disabled passengers and unaccompanied minors) are usually boarded and _______________ to their seats before the other passengers”.

C.

“In the First Class of _______________ airplanes, on longer flights, the Flight Attendants _______________ the passengers the opportunity to _______________ their coats and jackets in a

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located _______________”.

D.

“LADIES AND GENTLEMEN, WELCOME ON BOARD. FOR YOUR _______________, WE KINDLY ASK YOU TO PLACE YOUR HAND LUGGAGE _______________ THE SEAT IN FRONT OF YOU OR IN THE OVERHEAD _______________. FOR ANYTHING YOU MAY REQUIRE PLEASE _______________ A MEMBER OF THE CABIN CREW.THANK YOU FOR YOUR _______________”.

5. Practice the questions about the main words:

Enter

What do you feel when you enter on an airplane? Do you usually travel on business?

In your opinion, which is the best seat? Seat

Do you think airplane seats are comfortable? What would you do if someone sits on your seat?

Hand Luggage

Are the overhead lockers big enough to stow your hand luggage? Do you take a lot of hand luggage?

Emergency Exits

Do you like sitting next to the emergency exits? Have you ever used any emergency exits?

First Class

Have you ever flown FIRST CLASS? Would you like to fly FIRST CLASS?

Announcement Do you think the announcements are important? 25

Have you ever made any announcement before?

UNIT 05 - PREPARATION FOR TAKE-OFF

W hen all the passengers are on board and the doors are closed, the cabin is prepared for taxi and take-off: all passengers must be seated before the aircraft moves from the gate. This is the moment when the aircraft is

pushed

back

and

the

engines

are

started.

The following announcement is read to the passengers: LADIES AND GENTLEMEN, FOR YOUR SAFETY, WE KINDLY ASK YOU TO FASTEN YOUR SEATBELTS, LOCK YOUR TRAY TABLES AND BRING YOUR SEAT BACKS TO THEIR UPRIGHT POSITION. FROM NOW ON, YOUR MOBILE PHONES AND ALL ELECTRONIC DEVICES MUST BE TURNED OFF. PLEASE, CHECK THAT THEY HAVE ACTUALLY BEEN SWITCHED OFF. PLEASE REMEMBER THAT SMOKING IS NOT ALLOWED ON ANY FLIGHT. THANK YOU FOR YOUR COOPERATION. From now on, until the airplane has reached a safe altitude after taking off, all passengers must be seated with their seat belts fastened, the tables closed and the seat backs in the fully upright position. All electronic devices must be switched off at this moment, to avoid interference with the aircraft communication and navigation systems. PASSENGERS’ ELETRONIC EQUIPMENT Some electronic devices must be kept off for the entire duration of the flight, while others just need to be switched off during the sensitive phases, such as take-off, approach and landing. Among those that can't be used during the flight, there are mobile phones and wireless transmitting equipment and technologies such as bluetooth and wi-fi, as long as others laser transmitting equipment such as laser printers. Most of the modern mobile phones have a function called "flight mode" or similar, that means the phone is not transmitting nor receiving any data, and only internal functions are operative. Other electronic devices, such as laptop computers, digital cameras, digital music players, portable CD or DVD players and others, can be turned on after the airplane has reached a safe altitude but must be turned off before the approach phase. Flight Attendants perform the final check through the cabin to ensure that every obstacle to the emergency exits has been removed. Internal doors and curtains between different parts of the passengers 26

cabin

are

secured

open.

In the galleys, all movable equipment and catering supply must be secured using the security locks. When the doors are closed and the stairs or fingers are removed, the airplane is officially considered on flight, this means that the safety of the airplane is under the responsibility of the crew. The SCCM, through the P.A., orders the Flight Attendants to arm the slides and cross-check. The Flight Attendants arm the doors with the emergency escape slides (this means to activate the automatic inflation in case the door is opened without being disarmed) and confirm to the SCCM they have been armed. The SCCM informs the Captain that the cabin is ready for take off and the airplane can taxi away from

the

EMERGENCY

gate.

BRIEFING

/

DEMONSTRATION

Before each flight, all passengers must be briefed about the emergency procedures, the use of the emergency equipment (safety belts, oxygen masks and life jackets) and the position of the emergency exits. The emergency briefing may take place in form of a video shown on the airplane monitors or as a demonstration performed live by the Flight Attendants (with the help of an apposite demo kit containing the emergency equipment to be shown to the passengers: safety belts, oxygen masks and life jackets) while

another

Flight

Attendant

narrates

over

the

public

address

system.

LADIES AND GENTLEMEN, WE WOULD LIKE TO ILLUSTRATE SOME OF THE SAFETY EQUIPMENT ON BOARD PAY

THIS

ATTENTION

ON

HOW

TO

FASTEN

AIRCRAFT. AND

UNFASTEN

YOUR

SEAT

BELTS.

THE FLIGHT ATTENDANTS ARE DEMONSTRATING THE POSITION OF THE EMERGENCY EXITS. PLEASE NOTE

THE

ONE

NEAREST

TO

YOUR

SEAT.

AN ILLUMINATED ESCAPE PATH MARKING WILL HELP YOU TO REACH THE EXITS. IF NECESSARY AN OXYGEN MASK WILL AUTOMATICALLY DROP FROM THE UNIT ABOVE YOUR SEAT. PULL THE MASK DOWN FIRMLY, PLACE IT OVER YOUR NOSE AND MOUTH AND BREATH NORMALLY. THE

MASK

WORKS

PERFECTLY

EVEN

IF

THE

PLASTIC

BAG

DOES

NOT

INFLATE.

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PUT

YOUR

OWN

MASK

ON

BEFORE

HELPING

OTHERS.

YOUR LIFE JACKET IS IN THE POCKET UNDER YOUR SEAT. OPEN THE CONTAINER AND PUT THE JACKET ON AS THE CABIN ATTENDANTS ARE NOW DEMONSTRATING; FASTEN THE CLIPS IN THE FRONT

AND

PULL

THE

STRAPS

TO

ADJUST

THE

JACKET

TO

YOUR

SIZE.

INFLATE THE JACKET BY PULLING THE RED HANDLES JUST BEFORE LEAVING THE AIRCRAFT. IF NECESSARY THE AIR SUPPLY CAN BE TOPPED UP BY BLOWING INTO THE RUBBER TUBES. FOR FURTHER INFORMATION PLEASE CHECK THE DETAILED SAFETY INSTRUCTION CARD IN THE SEAT THANK

POCKET YOU

IN

FRONT FOR

OF YOUR

YOU. ATTENTION.

The emergency briefing may be performed before the doors are closed and the slides are armed if time permits, since all passengers are on board and seated at their place.

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1. Practice the questions about the main words: Allowed

Which devices are not allowed on flight? What do you think should not be allowed on flight?

Altitude

What’s the average altitude of a flight? What’s the highest altitude you have been to?

Duration

Monitors

What’s the flight duration from SP to RJ?

What do they show in each monitor?

2. Link to the appropriate word: Take __________

a. right

Push __________

b. on

Up

c. check

__________

Turn __________

d. off

Switch __________

e. back

Cross ___________

f. off

3. Comprehension check. Check True or False ( T ) or ( F ): a. ( ____ ) After the aircraft is pushed back and the engines are started, all passengers must be seated. b. ( ____ ) When taking-off, mobile phones and all electronic devices must be turned off. c. ( ____ ) Smoking is allowed in some flights. d. ( ____ ) Electronic devices must be switched off to avoid interference with the aircraft communication and navigation system.

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e. ( ____ ) Internal doors and curtains between different parts of the passenger’s cabin are secured closed.

4. Listen and fill-in the blanks: “LADIES AND GENTLEMEN, WE WOULD LIKE TO ILLUSTRATE SOME OF THE __________________ EQUIPMENT ON BOARD THIS AIRCRAFT. PAY ATTENTION ON HOW TO FASTEN AND __________________ YOUR SEAT BELTS. THE FLIGHT ATTENDANTS ARE DEMONSTRATING THE POSITION OF THE EMERGENCY __________________ PLEASE NOTE THE ONE NEAREST TO YOUR __________________ AN ILLUMINATED ESCAPE PATH MARKING WILL HELP YOU TO __________________ THE EXITS. IF NECESSARY AN OXYGEN MASK WILL AUTOMATICALLY DROP FROM THE __________________ ABOVE YOUR SEAT. PULL THE MASK DOWN FIRMLY, PLACE IT OVER YOUR __________________ AND MOUTH AND BREATH NORMALLY. THE MASK WORKS PERFECTLY EVEN IF THE PLASTIC __________________ DOES NOT INFLATE. PUT YOUR OWN MASK ON BEFORE __________________ OTHERS. YOUR LIFE __________________ IS IN THE POCKET UNDER YOUR SEAT. OPEN THE CONTAINER AND PUT THE JACKET ON AS THE CABIN ATTENDANTS ARE NOW DEMONSTRATING; FASTEN THE __________________ THE FRONT AND PULL THE STRAPS TO ADJUST THE JACKET TO YOUR __________________. INFLATE THE JACKET BY PULLING THE RED __________________ JUST BEFORE LEAVING THE AIRCRAFT. IF NECESSARY THE AIR SUPPLY CAN BE TOPPED UP BY BLOWING INTO THE __________________ TUBES. FOR FURTHER INFORMATION PLEASE CHECK THE __________________ SAFETY INSTRUCTION CARD IN THE SEAT POCKET IN FRONT OF YOU. THANK YOU FOR YOUR __________________”

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5. Write a summary about everything you can remember from this unit: ______________________________________________________________________________ ______________________________________________________________________________ ______________________________________________________________________________ ______________________________________________________________________________ ______________________________________________________________________________ ______________________________________________________________________________ ______________________________________________________________________________ ______________________________________

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UNIT 06 - MEALS AND DRINKS SERVICE

T he type of meal service varies in accordance to the flight duration, the time of the day and the passenger's class. Short flights passengers normally only receive a snack and something to drink. On flights above two hours, normally a hot component is provided in the meal, at least in First Class. When the flight is longer than four or five hours, more than one meal service is offered, with at least one of them containing a hot component. Usually a breakfast is served in the morning, a hot lunch at midday and a hot dinner in the evening. The passengers usually have the opportunity to choose between two or more options about the main hot dishes, such as meat, chicken, fish, or a national dish. In the First Class, the service style is similar to restaurants. The table is set with a table cloth and silverware, and dishes are served on ceramic plates. The Flight Attendants pass through the cabin with several servings and accessories, for example: Hot towels Drinks and nuts A cold entry Drinks choice A first hot course A main hot course Bread Cheese and salad Desserts Hot drinks such as coffee or tea And liquors

In the economic class, passengers receive a preset tray with disposable plastic dishes. The trays are delivered in the cabin by the Flight Attendants, in nose to tail direction, using specific trolleys containing the preset trays, while the hot course is added at the moment of delivery. Each tray contains: a preset with paper napkins and plastic flatware a cold entry like a salad and/or some cheese one or two pieces of bread some butter a salad dressing a dessert - a plastic cup for the hot drinks, as well as sugar and powder milk - and a moist towelette 32

The trolleys with the drinks, driven by other Flight Attendants, follows the meals trolley. It is usually equipped with: a bucket containing ice cubes plastic glasses mineral water soft drinks Juice drinks wine bottles beer cans - extra drinks like soda or tomato juice After all the passengers have received their trays, the Flight Attendants offer extra bread. Then hot drinks are offered to the passengers by walking along the aisles carrying a pitcher containing hot coffee or tea, and a tray with extra sugar, powder milk and lemon slices. After the meal, everything that remains, such as the trays in the economic class, and the dishes and silverware in First Class, are collected from the cabin. Plastic dishes and leftovers are put in the rubbish, while First Class dishes and silverware are stored to be washed on the ground and re-used on other flights. SPECIAL

MEALS:

VG,

AV,

SF,

CH,

HN,

KS,

DB,

LF,

LC,

GF

Some passengers may need a special meal for health or religious reasons and a variety of choices are offered. The special meal must be requested at the moment of booking the flight and confirmed at the check in. Special meals are delivered manually to the individual passengers before the regular meals in order to avoid any possible confusion. Special meals include: - VG: vegetarian meal, does not contain animal flesh, such as meat, chicken or fish. May contain animal products such as cheese, butter or honey. - AV: Asian vegetarian meal, completely based on vegetables, does not contain any product of animal origin, including cheese or honey. - SF: sea food meal, does not contain meat or chicken, and is mainly based on sea food products such as fish or shellfish. - CH: child meal are intended to satisfy the taste of children, and do not contain strong flavour dishes and is often accompanied by sweets and cakes HN: Hindu meal, satisfies the requirements of Hindu religion KS: Kosher meal, satisfies the requirements of the Jewish law - DB: diabetic meal, does not contain sugar or any substance that may harm the health of diabetic people. LF, LC: contain low quantity of fat and calories. GF: Gluten free meal, for people with ciliac disease.

33

1. Choose the best response: A. On short flights are usually served: ( ) Hot meals at lunch or dinner ( ) Salad dressing and dessert ( ) Snack and something to drink

B. On flights above two hours it is usually served: ( ) sea food including shrimp ( ) meals such as meat, chicken or fish ( ) several kinds of desserts

C. The economic class trolley with the drinks usually contains: ( ) Mineral water ( ) Cups and Cans ( ) All kinds of alcohol beverages

D. A trolley with hot coffee and tea is usually offered: ( ) before meals ( ) during meals ( ) after meals

E. Plastic dishes and leftovers are: ( ) put in the rubbish ( ) stored to be washed ( ) re-used on other flights

34

2. Choose the best kind of special meals for each description: 01. VG

____ satisfies the requirements of Hindu religion

02. AV

____ based on vegetables, does not contain any product of animal origin.

03. SF

____ contains a low quantity of calories

04. CH

____ does not contain animal flesh such a meat, chicken or fish.

05. HN

____ intended to satisfy the taste of children

06. KS

____ contains a low quantity of fat

07. DB

____ satisfies the requirements of the Jewish low

08. LF

____ Gluten free meal

09. LC

____ mainly based on sea food

10. GF

____ does not contain sugar or any substance that may harm the health of diabetic people

3. Choose the best response: Mid ________

a. Ware

Table _______

b. Napkin

Silver _______

c. Dressing

Chicken ______

d. Tray

Preset _______

e. Cloth

Salad _______

f. Day

Powder _______

g. Milk

Paper_______

h.Meal 35

4. Listen and fill-in the blanks: A) “Short flights passengers _____________ only receive a snack and something to _____________”.

B) “Usually a _____________ is served in the morning, a hot lunch at _____________ and a hot dinner in the _____________”.

C) “In the _____________ class, passengers receive a preset tray with _____________ plastic dishes. The trays are delivered in the cabin by the Flight Attendants, in _____________ to tail direction, using specific trolleys containing the preset trays, while the hot course is _____________ at the moment of delivery”.

5. Practice the questions about the main words: What kinds of meals are served on longer flights? Meal Do you prefer chicken, meat or fish meal?

What would you like to drink? Drink What kinds of drinks do you usually order?

What kind of service do they offer in FIRST CLASS? Service What kind of service do they offer in ECONOMIC CLASS?

Desserts

Do they serve desserts in the ECONOMIC CLASS?

36

What’s your favorite kind of dessert? What’s your favorite dish? Dish Do they serve plastic dish in the FIRST CLASS?

37

UNIT 07 – ENTERTAINMENT

T here are many activities that can be carried out by passengers during the flight, their quantity and variety depend on the duration of the flight and the airplane type. The most common options are in-flight movie projection and duty-free shopping, although on modern airplanes the possibilities have multiplied and an increasing number of entertainment options are being offered to the passengers as long as technology keeps developing. On modern long range airplanes individual entertainment devices, composed by individual screens and controllers, are available for all passengers. It's called the IFE (In-flight Entertainment System) and one is installed on each seat, enabling the passenger to choose between several entertainment options: watching movies, TV series or cartoons, listening to the music, playing videogames, watching documentaries about the airline's destinations and much more. * IN-FLIGHT MOVIES: watching movies is a good way to spend the time on board. On older planes, a movie is projected in the cabin while the audio track can be heard through earphones plugged into the audio device installed in the armrest of each seat. Often more language options are available on different channels. Passengers can choose from a range of titles on their IFE systems, and they can start, pause and change the movies whenever they want. * DUTY-FREE SHOPPING: a selection of goods is available for in-flight shopping: perfumes, liquors, cigarettes, scarves and ties, watches, jewelry, games, technologic devices, sweets and other products can be found in airline catalogues and are sold on board at a reduced price, since no extra taxes are due. The items are usually shown on a special catalogue that can be found in the seat pockets of the airplane or even in a dedicated page on the IFE system. The purchase may take place in the galleys or at the passenger seat, when the Flight Attendants pass along the aisles with the dedicated trolley, after an announcement similar to the following has been made: LADIES AND GENTLEMEN, THE BOUTIQUE IS NOW OPEN (AT THE SERVICE STATIONS). WE SUGGEST THAT YOU SELECT THE ITEMS LISTED IN THE CATALOGUE. THANK YOU. OTHER ENTERTAINMENT OPTIONS: - Games, like colored pencils for drawing and coloring, puzzles or simple funny games, are given as gifts to children. - A moving map, presenting real-time data about the flight, is shown on the cabin screens or can be selected on the IFE system. The map is aircraft-centered, oriented to the north while the airplane icon is shown flying in the actual direction of the flight. The map is displayed in different scales and provides a variety of information about the flight such as: airplane altitude and speed, outside temperature, time to destination, estimated time of arrival and local time at the arrival airport. - Snacks: sometimes snacks are offered by Flight Attendants passing in the cabin, or are left available at the service stations. This normally happens in long flights when there is more time left between one meal and 38

another.

39

1. Choose the best synonym: Carry out _________

a. pass

Increase _________

b. Add

Composed _________

c. execute

Several _________

d. expected

Spend _________

e. many

Due _________

f. made

2. Comprehension check. Write true or false ( T ) or ( F ): a. ( ____ ). Reading and playing are the most common entertainment options. b. ( ____ ) An individual entertainment device is available on modern airplanes. c. ( ____ ) All passengers must watch the same movie at the same time. d. ( ____ ) Furniture’s and clothes are available at the duty-free shopping. e. ( ____ ) The duty-free shopping has no extra taxes.

3. Write the best definition: Available _________

a. a visual representation produced on a surface

Icon _________

b. judge to be probable

Display _________

c. a game that the test your intelligence

Estimate _________

d. ready for use or service

Puzzles _________

e. to show, make visible

40

4. Listen and fill-in the blanks: A) “On modern ________________ range airplanes individual entertainment devices, composed by ________________ screens and controllers, are available for all passengers”.

B) “DUTY-FREE SHOPPING: a selection of ________________ is available for in-flight shopping: perfumes, liquors,

________________,

scarves

ties,

watches,

jewelry,

games,

technologic

devices,

________________ and other products can be found in ________________ catalogues and are sold on board at a reduced price, since no extra taxes are________________”.

C) “LADIES AND GENTLEMEN, THE ________________ IS NOW OPEN (AT THE SERVICE STATIONS). WE ________________ THAT YOU SELECT THE ITEMS LISTED IN THE CATALOGUE. ________________ ________________”.

D) “The map is ________________ in different scales and provides a variety of information about the flight such as: airplane altitude and ________________ , outside temperature, time to destination, estimated time of ________________ and local time at the arrival airport”.

41

4. Practice the questions about the main words:

What’s your favorite kind of movie? Movie Have you ever watched a movie on flights?

Do you like duty-free shopping? Duty-free Shopping Is duty-free shopping cheap? Are there many options in the duty-free shopping?

Have you ever used the IFE system? IFE – In-Flight What does that mean? Entertainment System Which options do we have with IFE?

What languages do you speak? Languages In which languages can we watch movies on flights?

Can we see a map of the destination while flying? Map Do you know how to draw maps?

42

UNIT 08 - EMERGENCY SITUATIONS

B y definition, an emergency is a serious, unexpected and often dangerous situation requiring immediate action. When there is a problem involving safety, the risk must be reduced as soon as possible and the situation restored without imminent danger. Flying in an overpressurized metal tube at speeds close to the speed of sound at many kilometers of altitude is in itself a potentially dangerous situation. But statistics have demonstrated that airplanes are among the safest means of transportation. Among the many possible things that may go wrong, there are a few in which can put the aircraft and its occupants at high risk. Surely the most dangerous of them is fire: uncontrolled fire is the last thing we want to see in an airplane, since it can spread very rapidly. So any kind of fire is not permitted on airplanes and smoking is permanently forbidden. Another thing we do not want to incurr is a puncture of the fuselage that permits the outflow of air from the cabin: the cabin is always artificially pressurized during flight to protect the passengers from outside conditions, the outside temperature is usually below -40°C and atmospheric pressure is around one tenth of the average at sea level. Finally, a forced landing is any landing that is not performed on an appropriate runway, or outside the optimal safety conditions of speed or configuration. When a normal disembark using the external stairs or tunnels is not possible, passengers must leave the airplane through the escape slides. This is called "airplane evacuation". 8

A

-

ON

BOARD

FIRE

PREVENTION

AND

EXTINCTION

Fire occurs whenever the following three elements are present at the same time: high temperature, fuel and oxygen. Whenever one of these components is missing, fire is no longer possible. Since oxygen is always present in the atmosphere and plenty of potential fuel is available in an aircraft, high temperature must always be avoided. For this reason smoking, the most common possible cause of high temperature in the airplane cabin, is prohibited on all flights. Despite this, some irresponsible passengers still try to smoke in the toilets. * FIRE EXTINGUISHERS: On board modern airplanes there are just BCF extinguisher. They can be used on all types of fire, are small and light and have a very high efficiency. Several fire extinguishers are stored in strategic areas of the cabin, depending on its size and the number of seats. There are also fixed fire extinguishers in the waste baskets of the toilets.

43

* SMOKE HOOD: It is very important that the Cabin Attendant who fights the fire is protected against heat and smoke. A smoke hood is a special mask designed to protect the user's eyes and breathing system from smoke. It is composed by a protective structure built in a material with reduced heat transmission capacity and a special self contained oxygen bottle. It is automatically activated when the user's head is inserted in. * PROCEDURE: As soon as fire or smoke is noticed, the first thing to do is find where it comes from. Once the fire is detected, it must be attacked as soon as possible using all the available devices. The first Flight Attendant that detects a fire is responsible for fighting it. If the conditions permit, passengers near to the area should be removed. The minimum equipment necessary to fight a fire is a fire extinguisher and a smoke hood. Heat protecting gloves and a crash axe can also help to find and expose the base of the fire. Circuit breakers should be pulled out when the fire is in a galley. Besides fire fighting, it is also very important to communicate the presence of fire and its position to the SCCM and the Captain so corrective actions can be planned and precautions can be taken to avoid further danger. Another Flight Attendant will help the first one who is fighting the fire by providing more fire extinguishers and advising the rest of the crew. 8 B - RAPID DECOMPRESSION The cabins of airplanes flying at high altitudes are artificially pressurized for passenger's comfort and in order to avoid physiological problems due to low atmospheric pressure at high altitudes. Conditioned air taken from the first stages of the engines is constantly (pushed) into the cabin and the desired cabin pressure level is maintained by controlling the quantity of air leaving the cabin through the outflow valves. So the result is a great difference of pressure levels between the interior and the exterior of the aircraft, known as differential pressure. In order to resist the high differential pressure necessary for flying at high altitudes, the cabin structure is ermetically sealed except from the outflow valves. If air leaves the cabin in an uncontrolled manner, flowing faster than the flow of air entering the cabin, the pressure level inside the cabin will be reduced, leading to a decompression. Depending on the speed of the air leaving the cabin, the decompression can be said to be slow, rapid or explosive. A rapid decompression will be identified by a more or less sudden drop in temperature due to air expansion, and as a result fog will form in the cabin. Light objects may fly around while internal air will be involuntarily expelled from the body.

In case of rapid or explosive decompression, it will be necessary to descend to an altitude where breathing is possible without external help. The pilots will have to put the airplane into a steep controlled dive until reaching an altitude at 10`000 feet or below where the outside atmospheric pressure does not require oxygen masks to breathe. As soon as the decompression is detected, oxygen masks will automatically drop or will be manually activated by the cockpit crew if automatic drop doesn't happen. On the other hand, if masks automatically drop down and a descent does not start, Flight Attendants shall immediatly contact the cockpit crew.

44

Human resistance at very low air pressure levels is very limited due to lack of oxygen. Altought resistance in these conditions vary from person to person, usually a person who is exposed to this condition will lose consciousness in less than a minute. Yet, after few seconds, reason and capability will be impaired and other physical effects on the body will occur, such as strong pain in the joints and in internal organs. A pre-recorded RAPID

message

may be heard through DECOMPRESSION

the

Public

Address System. ANNOUNCEMENT

LADIES AND GENTLEMEN, DUE TO A LOSS OF CABIN PRESSURE, WE ARE MAKING A RAPID CONTROLLED DESCENT FOR A FEW MINUTES TO A SAFER ALTITUDE. DURING THIS PERIOD, PLEASE USE YOUR OXYGEN MASK. PULL IT DOWN, PLACE IT OVER YOUR NOSE AND MOUTH AND BREATH NORMALLY. ADJUST THE STRAP TO SECURE THE MASK. PARENTS SHOULD ADJUST THEIR OWN MASKS FIRST, THEN ASSIST THEIR CHILDREN. PLEASE BREATH THROUGH THE MASKS UNTIL YOU ARE ADVISED TO REMOVE THEM. THANK YOU. Flight Attendants should immediately don the nearest oxygen mask and inhale oxygen. They should hold up firmly and if possible seat down and fasten seatbelts. Only after having donned their mask should they help other passengers who may need help. The airplane will restore level flight after reaching a safe altitude at or below 10'000 feet, where air pressure permits breathing without using extra oxygen. The flight attendants may get up and help passengers who may need further help, like extra oxygen or wounds passengers. After an emergency descent, a priority landing may be desirable. 8 C FORCED LANDING

/

DITCHING

Forced landings or ditchings are fortunately a very rare occurrence. A landing is considered to be forced if any contact is made with the ground or water that, for any reason, is not performed at the optimal safe speed and configuration. A forced landing can be prepared or unprepared. It is said to be prepared when there is time to prepare the airplane, and unprepared when it happens suddenly and there is no time for planning and preparation. The time available for preparation and procedure to be followed will vary from situation to situation and from aicraft to aircraft, so it is not possible to outline any precise procedure. The Captain who declares the emergency and orders the application of the emergency drill. In case there is time for preparation, the pilots will advise the Air Traffic Control Authorities and request priority handling as well as assistance on ground, when possible. Then the Captain will call the SCCM to the cockpit and will brief him about the situation and the consequent plan of actions.

The

important

facts

are:

time available before landing - expected place where the airplane is supposed to land (In an airport, in the fields, in a forest or in the sea) 45

-

the the

reason presence

why of any

and

a any

forced dangerous other

landing goods special

is on

necessary board instruction

After being briefed by the Captain, the SCCM will gather all the Flight Attendants, using the P.A. system if necessary. He will brief them about the information received from the Captain and will assign duties. Then passengers will be informed about the occurrence. It is very important that the Flight Attendants remain calm and show self confidence at this moment. Main

tasks

to

be

accomplished

before

a

forced

landing

or

ditching

are:

opening and securing all cabin separation curtains stowage of loose items and cabin preparation disconnection of galley circuit breakers and entertainment system wearing the complete uniform, including hat and/or gloves - selection of Pre-Selected Passenger (PSPs) or Able Bodied Passengers (ABPs) - Preparation of emergency equipment to be disembarked such as: first aid kit, ELT (Emergency Locator Transmitter), life rafts and flashlights. * Pre-Selected Passenger (PSPs) or Able Bodied Passengers (ABPs): Some passengers may be selected among others by the SCCM to give assistance in evacuating the aircraft. Preference should be given to extra Flight Attedants, on holidays or from other airlines. In the absence of such professionals, PSPs will be selected. The SCCM will select passengers that appear to be calm and in good shape. They will then be instructed to perform tasks such as: - opening unassisted doors (for overwing emergency exits) keeping other passengers away while the doors are opened leaving the airplane first and assisting other passengers on ground PSPs will be reseated close to the emergency exits. No children, old or sick people should be seated near the emergency exits. The following anouncement will be heard over the PA System: EMERGENCY LANDING ANNOUNCEMENT LADIES AND GENTLEMEN, PLEASE LISTEN VERY CAREFULLY. WE HAVE TO MAKE AN EMERGENCY LANDING IN APPROXIMATELY 15 MINUTES. YOUR SAFETY WILL DEPEND ON CARRYING OUT THE FOLLOWING INsTRUCTIONS CAREFULLY AND CALMLY. YOUR CREW HAS BEEN ESPECIALLY TRAINED FOR SITUATIONS OF THIS NATURE. PLEASE REMAIN SEATED, PLACE YOUR SEAT BACK IN THE UPRIGHT POSITION AND CLOSE THE TABLE IN FRONT OF YOU. PLEASE REMOVE HIGH HEELS SHOES, GLASSES, PENS AND ALL SHARP OBJECTS THAT MAY INJURE YOU OR PUNCTURE THE ESCAPE SLIDES. FASTEN THE SEAT BELTS TIGHTLY AND PROTECT YOUR BODY WITH PILLOWS AND/OR CLOTHES.

46

PUT ON YOUR LIFE JACKET. INFLATE YOUR LIFE JACKET JUST BEFORE (OR RIGHT AFTER) LEAVING THE AIRCRAFT. REFER TO THE SAFETY INSTRUCTION CARD IN THE SEAT POCKET IN FRONT OF YOU FOR DETAILS OF EMERGENCY LANDING PROCEDURES. Flight Attendants should perform an auto-briefing to keep in mind the sequence of actions to be performed once the aircraft has stopped moving.

A few seconds before impact, the brace position should be ordered via P.A. system. Passengers should remain in the brace position until the airplane has come to a complete stop. DURING THE LANDING YOU MAY FEEL MORE THAN A BUMP. REMAIN IN THE "BRACE FOR IMPACT" POSITION WITH SEAT BELTS FASTENED UNTIL THE AIRCRAFT COMES TO A COMPLETE REST. WAIT FOR INSTRUCTIONS BEFORE MOVING, AND KEEP CALM. Emergency cabin lighting will be turned on automatically once the main battery has been disconnected from the cockpit. Should this not happen, the SCCM is responsible for turning them manually. Emergency cabin lighting includes an illuminated escape path marking on the floor and indicates the position of the emergency exits, in case of smoke in the cabin. 8

D-

EMERGENCY

EVACUATION

After the airplane has stopped, the Captain should command the alerting order. If the Captain is unable to issue the drill from the cockpit, in cases such as fire around the aircraft, ditching or great damage to the airplane structure, the evacuation may be ordered by the SCCM. Flight Attendants will reach the assigned door and wait for the evacuation order. After the evacuation order has been received, Flight Attendants will shout "UNFASTEN SEAT BELTS" and check that the evacuation slide is armed and set to inflate automatically when the door is opened). Flight Attendants will shout "LEAVE EVERYTHING ON BOARD" and "TAKE OFF HIGH HEEL SHOES". Then each Flight Attendand will assess the outside conditions from the window on the emergency exit door. May fire or other obstacles be present outside the door, that door should not be opened, and passengers should be redirected to the opposite door. If the exit is usable, the flight attendant will open the door and check the deployment and inflation of the escape slide. Should this not happen, the Flight Attendant will have to pull the manual inflation handle to inflate the slide.

After the slide has been inflated, the Flight Attendant will call the passengers using short orders such as "COME THIS WAY", "HERE", MOVE", "FASTER", "JUMP". Negative orders should be avoided and orders and advices sholud be always given in a positive way, so for example "INFLATE THE LIFE VEST OUTSIDE THE AIRPLANE" should be preferred to "DON'T INFLATE THE LIFE VEST INSIDE THE AIRPLANE".

47

If the exit is unusable, the Flight Attendant will stay by the door and redirect passengers to usable exits. If the exit on the opposite side is not assisted, if possible a PSP should be left on the first door while the Flight Attendant opens the opposite door. In the absence of PSPs, the door may be left unattended to open the opposite one. In case of ditching, it is preferable the passengers jump right into the life raft rather than into the water, due to risk of thermal shock or drowning. Fortunately, emergency situations are very rare ocurrance and flying remains among the safest way to travel.

48

1. Choose the best response: A. Fire occurs when three elements are present at the same time, which are: ( ) low temperature, full and oxygen ( ) high temperature, full and oxygen ( ) low temperature, gas and oxygen B. Smoking is prohibited on flights ( ) always ( ) sometimes ( ) never C. Differential pressure is: ( ) air pressure out of the airplane ( ) difference of pressure levels between the interior and the exterior of the aircraft ( ) difference of temperature levels between the interior and exterior of the aircraft D. Very low air pressure levels bring the person to: ( ) tiredness and stress ( ) pleasure and satisfaction ( ) strong pain in the joins and internal organs E. In case of emergency evacuation who is responsible for the alerting order: ( ) Captain

( ) SCCM

( ) Older passengers

2. True or false ( T ) or ( F ): A. ( ____ ) Forced landings or ditching are fortunately rare occurrences. B. ( ____ ) A forced landing is a prepared situation. C. (____) An important briefing information about forced landing is the time available before landing. D. ( ____ ) Before having a forced landing it is important to connect the entertainment system. E. ( ____ ) In order to give assistance in evacuating the aircraft extra flight attendants have the preference. f. ( ____ ) One of the most important tasks when evacuation is getting the entire luggage.

49

3. Practice the questions about the main words: Have you ever passed through any emergency situation on flights? Emergency

Do you know how to proceed in an emergency situation? Tell me about the worst emergency situation you have been to.

What’s the best fire prevention? Fire Have you seen any airplane on fire? What are the 3 components to have a fire?

What’s the smoke hood? Smoke hood What’s it used for? Have you ever seen one?

What’s decompression? Decompression What happens in case of rapid or explosive decompression?

Have you ever flown on a plane that made a forced landing? Forced landing What would you do in case of a forced landing?

What are PSPs? PSPs Would you be part of this team?

50

5. Describle what the following objects are used for: A. Fire extinguishers: ________________________________________________________________ B. Smoke hood: ___________________________________________________________________ C. Gloves: ________________________________________________________________________ D. Crash axe: _____________________________________________________________________ E. Life vest: ______________________________________________________________________

51

4. Listen and fill-in the blanks: A) “Flying in an overpressurized metal tube at __________________ close to the speed of sound at many kilometers of altitude is in itself a potentially ____________________ situation. But statistics have demonstrated that airplanes are among the safest ____________________ of transportation”. B) “Several fire ____________________ are stored in strategic areas of the cabin, depending on its size and the number of ____________________ . There are also fixed fire extinguishers in the waste baskets of the ____________________”. C) “In case of rapid or explosive ____________________ , it will be necessary to descend to an altitude where ____________________ is possible without external help. The pilots will have to put the airplane into a steep controlled dive ____________________ reaching an altitude at 10`000 feet or below where the outside ____________________ pressure does not require oxygen masks to breathe”. D) “A forced ____________________ can be prepared or unprepared. It is said to be prepared when there is time to prepare the airplane, and unprepared when it happens ____________________ and there is no time for planning and preparation. The time ____________________ for preparation and procedure to be followed will vary from situation to situation and from aicraft to aircraft, so it is not possible to ____________________ any precise procedure”. E) “If the exit is ____________________, the flight attendant will open the door and check the deployment and inflation of the ____________________ slide. Should this not happen, the Flight Attendant will have to ____________________ the manual inflation handle to inflate the slide”.

52

UNIT 09 - LANDING PREPARATION

T he approach and landing phases are the most sensitive stages of the whole flight. The descent and approach strategy is prepared in advance by the pilots, and the aircraft flaps and landing gear are extended while altitude and speed all decrease approaching the destination airport. Also the passengers cabin must be prepared for descent and landing because during these phases tough maneuvers are possible as well as occasional encounters with turbulence. A go-around followed by a missed approach pattern* as well as an emergency evacuation for any problem that may arise during or after the landing, may also be possible. *go around – missed approach: is a sequence of maneuvers similar to take-off, performed when, after an approach to land, landing is no longer possible for whatever reason (ex: vehicles on the runway, airplane path not stabilized or incorrect speed or configuration)). The Flight Attendants are responsible for preparing the cabin for the descent, approach and landing phases. At the beginning of the descent the drinks and meals service should be already completed, and the trays and rubbish collected. In the galleys and in the cabin, trolleys, catering equipment and movable items are stored and secured with the special security locks. The galleys are checked to be neat, and the cabin to be in order. An announcement similar to the following is read before or shortly after the beginning of the descent: LADIES AND GENTLEMEN, WE HAVE STARTED OUR DESCENT TO SÃO PAULO, WHERE WE EXPECT TO LAND IN ABOUT 20 MINUTES. THE CURRENT WEATHER ON THE GROUND IS GOOD AND THE TEMPERATURE IS 23 DEGREES CELSIUS. THANK YOU. During the initial phase of the descent, passengers can stand up and walk in the cabin, use the toilets, keep the tables open to read or write, and use electronic devices such as laptops or digital music players.

When the airplane is coming closer to destination or descending below a safe altitude, the pilots announce through the P.A. system: "Cabin crew prepare for landing", that means the approach to destination is beginning and the cabin must be properly prepared for landing.

53

Passengers’ electronic devices must be turned off to avoid interference with the aircraft communication and navigation equipment in this delicate phase.

Objects that may turn into obstacles to an eventual emergency evacuation must be removed and placed in secure places. Earphones must be collected and objects such as bassinets and others movable accessories must be securely stored. The passengers' handbags and personal belongings must be placed under the seats or in the overhead compartments, and the aisles and emergency exits accesses must be checked to be clear. Internal doors and curtains between different parts of the passengers’ cabin are secured open. All the seat backs must be returned to the vertical position, the tables must be closed and all the passengers must have their seat belts fastened. The cabin must be prepared for an eventual emergency evacuation that may follow any possible problem during landing. When the cabin is checked to be tidy and safe for landing (and for a possible emergency evacuation), the Flight Attendants communicate to the SCCM that the cabin is OK for landing. The SCCM gives the OK to the Captain, and from this moment everybody should be seated with their seat belts fastened until the aircraft comes to a complete stop. If a passenger behaves in an unsafe manner, the Flight Attendant who notices it should talk to them calmly to correct the situation.

54

1. Choose the best response: A. The most sensible stages are: ( ) serving drinks and meals ( ) approach ( ) checking the pass B. Tough maneuvers are done: ( ) during the entire flight ( ) whenever there is a turbulence ( ) right after landing C. Drinks and meals service should: ( ) stop at the beginning of the descent ( ) stop right after passengers ask ( ) stop right after landing D. When the airplane is coming closer to destination: ( ) passengers can stand up ( ) passengers can use the toilets ( ) passengers must turn off electronic devices E. When landing, passenger’s handbags must be placed: ( ) in their lap ( ) in the aisles ( ) under the seats

2. Write the best synonyms: Maneuver _________

a. violent

Approach

_________

b. steady

Tough

_________

c. steer

Stabilized

_________

d. supply

Catering

_________

e. near

55

56

3. Practice the questions about the main words:

What’s the preparation for landing? Landing Do you like the landing phase?

Destination Do they give the time at the destination?

Are you afraid of tough maneuvers? Maneuvers When are maneuvers necessary?

Are you afraid of the descent phase? Descent Are drinks served in the descent phase?

Devices Which devices must be off when descenting?

57

4. Listen and fill-in the blanks:

A) “The ____________________ and approach strategy is prepared in advance by the pilots, and the aircraft ____________________ and landing gear are extended while altitude and ____________________ all

decrease

approaching

the

destination

airport”.

B) “The Flight Attendants are ____________________ for preparing the cabin for the descent, approach and landing ____________________”.

C) “WE HAVE ____________________ OUR DESCENT TO SÃO PAULO, WHERE WE EXPECT TO ____________________

IN

ABOUT

20

MINUTES”.

THE CURRENT ____________________ ON THE GROUND IS GOOD AND THE TEMPERATURE IS 23 DEGREES CELSIUS.

D) “Passengers’ ____________________ devices must be turned off to avoid ____________________ with the aircraft communication and navigation equipment in this ____________________ phase”.

E) “When the cabin is checked to be ____________________ and safe for landing (and for a possible emergency evacuation), the Flight Attendants ____________________ to the SCCM that the cabin is OK for landing.”

58

5. Writing Tell us about any experience you had or have heard about turbulence.

__________________________________________________________ __________________________________________________________ __________________________________________________________ __________________________________________________________ __________________________________________________________ __________________________________________________________ __________________________________________________________ __________________________________________________________ __________________________________________________________ __________________

59

UNIT 10 - DISEMBARK

A fter the airplane has succesfully landed and vacated the runway, an announcement similar to the following is read through the P.A. system:

LADIES AND GENTLEMEN, TREVISAN WELCOMES YOU TO SÃO PAULO IT IS NOW 3:00 pm LOCAL TIME. FOR YOUR SAFETY, WE ASK YOU TO REMAIN SEATED WITH YOUR SEATBELTS FASTENED UNTIL THE FASTEN SEATBELT SIGN HAS BEEN TURNED OFF AND KEEP YOUR MOBILE PHONES SWITCHED OFF UNTIL THE AIRCRAFT DOORS ARE OPENED. FURTHERMORE, WE RECOMMEND YOU TO OPEN THE OVERHEAD LOCKERS CAREFULLY AS ITEMS MAY FALL. THANK YOU FOR YOUR COOPERATION. All passengers must remain seated and all the electronic devices should be kept off until the aircraft has come to a complete stop at the terminal and the engines are shut down. When the seatbelts signs have been turned off, passengers can stand up, take their luggage and join the queue for disembarking. The Flight Attendants must ensure the stairs or bridges are properly positioned before opening the doors. It is extremely important to remember to disarm the slides before opening the doors. For this reason a standard procedure has been established: the SCCM announces through the P.A. system: "Flight Attendants disarm slides and confirm they have been disarmed". The Fliht Attendant responsible for each door will disarm the slide and visually check it has actually been disarmed. Then they will call the SCCM and give the OK for their door. While the passengers leave the cabin, Flight Attendants greet and thank them for flying with their airline. Only after all passengers have left the aircraft, people that require special assistance are disembarked. Passengers with Wheelchairs and other passengers with medical problems are helped by a special team, while Unaccompained Minors are handed over to an appropriate airline member. When all passengers have disembarked, the Flight Attendants check the cabin and look for any object left behind. Thank you for flying with Trevisan Airlines. We hope you had a comfortable and enjoyable flight. We hope to see you again soon!!! We appreciate your choice! Thank you.

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1. Practice the question about the following main words:

Which sign appears when the plane lands? Sign Do you know some airplane’s sign?

What passengers should know about the disembark phase? Disembark Have you ever used a slide before?

Do you know how to greet a passenger well? Greet Do you have any ideas about how to greet passengers?

Have you ever visited an airplane cabin before? Cabin

Would like to visit an airplane cabin? Are the cabins usually big?

2. Comprehension check. Write True or False ( T ) and (F) : A.( ____ ) The recommendations is to open the overhead lockers very fast. B.( ____ ) Seatbelts must be fastened until the sign is turned off. C.( ____ ) The captain must ensure the stairs or bridges are properly positioned before opening doors. D.( ____ ) The flight attendants check the passenger’s passport while they leave the cabin. E.( ____ ) Before the passengers leave, the special assistances are helped by a special team.

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3. Choose the best synonym: Runway _________

a. Security

Safety _________

b. things

Remain _________

c. suggest

Items _________

d. track

Recommend _________

e. continue

4. Listen and fill-in the blanks: A) “LADIES AND ____________________, TREVISAN WELCOMES YOU TO SÃO PAULO. IT IS NOW 3:00 pm LOCAL TIME. FOR YOUR SAFETY, WE ASK YOU TO _______________ SEATED WITH YOUR SEATBELTS FASTENED UNTIL THE FASTEN SEATBELT SIGN HAS BEEN TURNED OFF AND KEEP YOUR MOBILE PHONES _______________ OFF UNTIL THE AIRCRAFT DOORS ARE OPENED. _______________ , WE RECOMMEND YOU TO OPEN THE OVERHEAD LOCKERS CAREFULLY AS ITEMS MAY _______________. THANK YOU FOR YOUR COOPERATION”. B) “The Flight Attendants must _______________ the stairs or bridges are properly positioned before opening the doors. It is extremely important to remember to _______________ the slides before opening the doors”. C) Only after all passengers have left the aircraft, people that _______________ special assistance are disembarked. Passengers with Wheelchairs and other passengers with medical problems are _______________ by a special team, while Unaccompained Minors are _______________ over to an appropriate airline member. D) Thank you for flying with Trevisan Airlines. We hope you had a _______________ and enjoyable flight. We hope to see you again _______________!!! We appreciate your _______________ ! Thank you.

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5. Without looking at the text, write down an announcement containing the same information as the announcement from the text. __________________________________________________________ __________________________________________________________ __________________________________________________________ __________________________________________________________ __________________________________________________________ __________________________________________________________ __________________________________________________________ __________________________

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SITUATIONS ON FLIGHT ● A drunk passenger is disturbing the others. There are other empty seats. What would you do? ● A sick passenger asks for help. What would you do? ● The seat is broken and the passenger can´t move it. There isn´t any other empty seat. What would you do? ● You drop the tray with the meal and drink over a passenger. What would you do? ● A passenger boards with his or her dog. What would you do? ● A passenger boards with a wrong-sized suitcase. What would you do? ● A passenger is afraid of turbulences. What would you do? ● A passenger eats and asks for a second helping, but there´s no extra food. What would you do? ● The same thing happens, but there´s some food left. What would you do? ● A mother asks for baby food. What would you do? ● A mother asks for a feeding-bottle. What would you do? ● A passenger takes the wrong seat. What would you do? ● In case of crash forced landing. What would you say? ● Two passengers have the same seat number. What would you do? ● A passenger is sitting in the First Class row with a Tourist Ticket. What would you do? ● You spilt soda on a passenger. What yould you do? ● You will have to return because the airport is closed. What would you say? ● You have to give instructions in an emergency. What would you say? ● In case a doctor is required. What would you say? ● A passenger is standing where it´s not allowed. What would you do? ● A passenger is having an argument with another passenger. What would you do? ● A passenger vomits. What would you do? 64

● A passenger complains about the food and drinks. What would you do? ● A passenger asks you to visit the cockpit. What would you do? ● A mother asks for a place to change her baby´s diaper. What would you do? ● A passenger dies before the plane takes off. What would you do? ● A passenger is talking loud and disturbing the others. What would you do? ● A passenger eats, puts the tray under the seat and falls asleep. What would you do? ● The plane is having serious technical problems and it´s falling very fast. What would you do? ● A passenger wants something to read. What would you do? ● The plane is about to land and a passenger refuses to put his seat belt. What would you do?

GENERAL INTERVIEW 65

1.Tell me about you. 2. What do you know about our company? 3. Why do you want to work for us? 4. What can you do for us that someone else cannot? 5. What do you look for in a job? 6. Why are you leaving your present job? 7. Describe what you feel to be an ideal working environment. 8. How would you evaluate your present firm? 9. Why haven't you found a new position before now? 10. If I spoke to your previous boss, what would she/he say are your greatest strengths and weaknesses? 11. What are your weak points? 12. What was the last book you read? Movie you saw? Sporting event you attended? 13. How would you describe the essence of success? According to your definition, how successful have you been so far?

Some questions you may ask: ● Why is this position open? ● How often has it been filled in the last 5 to 10 years? ● What have been the primary reasons for individuals leaving? ● What would you like done differently by the next person who fills this job? ● What is the most pressing problem? What would you like to see done in the next 2 to 3 months? ● What are some of the longer term objectives that you would like completed? ● What freedom would I have to determine my work objectives, deadlines, and methods of measurement? ● Where could a person go who is successful in this position and within what time frame? How is one judged? 66

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Here are some things to remember during your flight attendant interview: Remember that during your interview you should always smile, stay focused, and listen to the entire question before responding. If you don’t understand the interview question, you may ask for clarification in order to answer the question correctly. ● Customer Service Questions As a flight attendant it is important to have good customer service skills. These questions will determine whether or not you have the customer service skills that are needed as a flight attendant 1. Describe a situation in which you provided good customer service. 2. Describe a specific situation in which you went out of your way to help a customer. 3. What would you do if a customer was not satisfied? 4. Describe a time when you had to deal with complaints from a customer.

● Communication Questions Communicating with passengers is also part of the job of being a flight attendant. As a flight attendant you will communicate with passengers of various cultural backgrounds. These questions will determine the level of your communication skills.

1. Describe a situation in which you had to use your communication skills to solve a problem. 2. Describe a situation in which you had to explain something complex to a customer or a fellow employee. 3. When have your listening skills helped solve an issue or a problem? Describe the situation.

● Leadership Skills Questions Having leadership skills mean that you are able to take control in difficult situations. Being a leader requires you to take the initiative and go the extra mile. Flight attendants must have leadership skills in order to handle small problems that may arise on the airplane. 67

1. Describe a situation in which you showed great leadership skills. 2. Describe how you have improved a situation with your leadership skills. 3. What suggestions would you make to improve the airline cabin crew? ● Problem Solving Questions There are various types of problems that may arise during your job as a flight attendant. Dealing with customers can be a difficult job because you must constantly solve every problem that arises. Your problem solving skills will play a big role in assuring the safety and comfort of the passengers. 1. What is the biggest challenge you have ever faced? How did you solve your problems? 2. Describe a difficult decision that you had to make. 3. What steps do you take in order to solve a problem? ● Teamwork Questions The ability to work well with others is very important when it comes to working as a cabin crew. As a cabin crew, you rely on each other in order to complete the tasks that you must do as a flight attendant. 1. Describe a challenge that you faced with another employee or colleague. 2.Describe a situation in which you have successfully worked with a team. 3. Describe a disagreement that you had with a colleague. What did you do to solve this disagreement?

AIRPORT JOBS Baggage Handler: Loads/unloads passengers’ bags. Aircraft Groomer: Cleans aircraft. Food Service Worker: Replenishes the meal service on the aircraft. Airline Security: Performs airport security checks of passengers and luggage. Dock Hand: Assists in loading, unloading and preparing aircraft – usually aspiring pilots who have a commercial pilot’s license. ● Ramp Attendant: Operates ramp-servicing vehicles; handles cargo and baggage, marshals and tows aircraft, and cleans aircraft interiors and exteriors. ● Attendant: Has training in emergency procedures and ensures the safety and comfort of passengers. 68 ● ● ● ● ●

● Flight Follower: Assists in planning flights, monitors flights to ensure safety, and reports missing or overdue aircraft. ● Airline Ticket: Makes reservations and/or sells tickets to passengers. ● Customer Service: Assists passengers, checks tickets when passengers board and disembark an airplane. ● Cargo Agent: Takes orders from shippers and arranges for transportation of goods. ● Firefighter (Airport): Provides a fire free escape in the event of an accident. ● CARS Observer: Provides services to assist local aviation ● Refueller: Refuels aircraft. ● Storeskeeper: Acquires inventory and controls aircraft parts and supplies. ● Airport Electrician: Installs, connects and troubleshoots electrical equipment and systems. ● Aircraft Maintenance: Inspects, repairs and is responsible for airworthiness of aircraft and aircraft equipment. ● Electronic Technician: Maintains and repairs ground and navigation equipment. ● Heavy Duty: Cleans, lubricates, repairs and maintains heavy equipment. ● Heavy Equipment Operator: Operates plough trucks, bulldozers, loaders, graders, towed sweepers and other heavy equipment. ● Pilot: Operates aircraft and ensures safe inflight operations. ● Flight Engineer: Monitors aircraft functions and manipulates controls on demand. ● Quality Assurance: Inspects aircraft and aircraft systems and ensures they meet standards. ● Base Manager: Plans, manages and directs the day-to-day air carrier operations of a specific site. ● Airport Manager: Oversees all operations and maintenance of the airport facilities. ● Flight Dispatcher: Plans flights, analyzes weather conditions, determines fuel requirements and provides weight and balance control. ● Flight Service Specialist: Provides airport advisory, flight plan processing and altering, weather information and other related services. ● Aircraft Mechanic: Inspects and repairs planes. ● Air Traffic Controller: Directs air and ground traffic at airports within controlled airspace. ● Avionics Technologists: Modifies, installs, maintains and repairs electronic equipment used in aviation ● Manager/Safety and security: Plans and manages the regulatory safety and security programs for the airport as well as being the fire chief.

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Director of Maintenance: Directs and supervises the maintenance department. Chief Engineer: Directs/supervises engineering staff. Chief Pilot: Directs/supervises all flight crew. Operations Manager: Directs and controls the company’s maintenance and flight operations and ensures that all rules and regulations are followed. ● Professional Engineer: Plans, designs and constructs airport infrastructure including runways, buildings and lighting systems. ● Flying Instructor: Teaches flying techniques and ground school subjects to student pilots and trains licensed pilots for additional certification.

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