The role of a cabin crew member is to provide excellent customer service to passengers while ensuring their comfort and safety throughout the flight
As well as having a perfect hair-do and a ‘happy to help’ attitude, Cabin Crew have some pretty serious responsibilities. As a passenger you’ve probably never needed to consider that they are there to do more than make sure you have a set of headphones and a drink!
- The most important part of the job is having the confidence and knowledge to be able to deal with security and emergency situations which may arise.
- Cabin crew are expected to administer first aid to passengers.
- Cabin crew must ensure that all emergency equipment is in working order prior to take off and to confirm all equipment is present for the flight ahead.
- A crew member must be approachable and friendly at all times and welcome their passengers on board.
- It is important that Cabin crew give professional demonstrations of safety procedures and equipment, no matter how many times a day they need to do it.
- Cabin crew’s role is to consistently deliver an outstanding standard of customer service and maintain this standard throughout the flight.
- Cabin crew must treat everyone as an individual, which includes displaying respect for customers from every walk of life.
What do Cabin Crew do on a shift?
In flight duties may vary slightly depending on whether it is a short or long-haul flight and the size of the team you are working in. However, they typically include:
- Attending a pre-flight briefing, during which cabin crew are assigned their working positions for the upcoming flight. Crew are also notified of flight details, the schedule and if there are passengers with any special requirements such as special meal requests, passengers in wheelchairs, VIPs on board, frequent flyer passengers, or the number of infants requiring infant seats on board.
- Carrying out pre-flight duties, including checking the safety equipment, ensuring the aircraft is clean and tidy, checking that all meals are on board (including special dietary requests) relevant landing cards are loaded and first aid equipment is checked.
- Welcoming passengers on board and directing them to their seats, helping with hand luggage or any seating problems.
- Informing passengers of the aircraft safety procedures and ensuring that all hand luggage is securely stored away and exists are not obstructed.
- Checking all passenger seat belts and galleys are secure prior to take-off.
- Making announcements and keeping passengers informed of any delays etc and always being visible in the cabin to answer any passenger questions during the flight.
- Serving meals and refreshments to passengers.
- Selling duty-free goods and advising passengers of any allowance restrictions in force at their destination.
- Reassuring passengers and ensuring that they follow safety procedures correctly in emergency situations.
- Giving first aid to passengers where necessary, demonstrating a calm approach at all times.
- Ensuring that passengers disembark safely at the end of a flight and checking that there is no luggage left in the overhead lockers, toilets and galley areas.
- Completing paperwork eg stock control, logging any faults or problems during the flight, liaising with the ground staff.
Team work and good communication are essential to a happy crew which equals happy customers who want to come back and fly time and time again with the airline. So even if you are tired or having a bad day, you can’t let it show!
Next Page: Career Development
After so many years flying as a crew member (airlines will vary according to manpower requirements) there will usually be an option to either apply for promotion as an on board manager or there could be an invite from the airline depending on your performance…