Provide On Board In Flight Passenger Care Training

Objectives:
• Understand the role and responsibilities of cabin crew in passenger care.
• Identify key regulatory bodies and their requirements for in-flight services.
• Explain the importance of safety, security, and service standards.
• Recognise the structure of the course and assessment criteria.

Topics:
• Overview of cabin crew duties and professionalism.
• South African Civil Aviation Authority (SACAA) and international regulations.
• Safety vs service: balancing priorities.
• Company policies, standard operating procedures (SOPs).
• Course outcomes, assessment methods, and portfolio of evidence.
• Code of conduct and grooming standards.
• Introduction to aircraft types and cabin layouts.

Objectives:
• Apply effective verbal and non-verbal communication techniques.
• Understand passenger behaviour and manage expectations.
• Demonstrate active listening and empathy.
• Handle special requests and diverse passenger needs.

Topics:
• Principles of passenger psychology.
• Communication models: verbal, non-verbal, and paraverbal.
• Active listening and questioning techniques.
• Building rapport and managing first impressions.
• Cultural sensitivity and diversity awareness.
• Dealing with anxious, angry, or disruptive passengers.
• Announcements and public address (PA) system usage.

Objectives:
• Perform pre-flight cabin checks and safety equipment inspections.
• Execute efficient boarding procedures and seat allocation.
• Assist passengers with special needs (PRM).
• Manage cabin stowage and carry-on baggage compliance.

Topics:
• Pre-flight briefing and crew coordination.
• Cabin readiness checks: emergency equipment, galley, and cabin.
• Boarding process: priority boarding, seat assignments.
• Handling passengers with reduced mobility (PRMs).
• Baggage stowage rules and weight/balance basics.
• Managing unaccompanied minors and special categories.
• Security checks and prohibited items.

Objectives:
• Demonstrate safe and efficient meal and beverage service techniques.
• Manage dietary requirements and special meals.
• Apply hygiene and food safety standards.
• Handle service equipment and trolley operations.

Topics:
• Service sequence: welcome drinks, meal service, tea/coffee.
• Trolley handling and service etiquette.
• Special meals: religious, medical, vegetarian, children.
• Beverage service: alcoholic and non-alcoholic, responsible service.
• Food safety, temperature control, and allergen awareness.
• Galley management and stock control.
• Handling service disruptions and passenger complaints.

Objectives:
• Identify and locate all emergency equipment on board.
• Explain the use of fire extinguishers, oxygen systems, and life vests.
• Demonstrate pre-flight safety checks and equipment serviceability.
• Understand crew responsibilities during emergencies.

Topics:
• Emergency equipment: types, locations, and operation.
• Fire extinguishers: types, P.A.S.S. technique.
• Oxygen systems: portable and fixed, masks.
• Life vests, life rafts, and emergency locator transmitters.
• First aid kits and medical equipment.
• Pre-flight equipment checks and documentation.
• Crew communication and command during emergencies.

Objectives:
• Execute emergency procedures for various scenarios.
• Demonstrate brace positions and emergency commands.
• Conduct emergency evacuation using slides and exits.
• Manage passengers during emergency situations.

Topics:
• Emergency procedures: ditching, land evacuation, fire, decompression.
• Brace positions and passenger briefings.
• Emergency commands: shouted commands and PA announcements.
• Evacuation techniques: slides, exits, and marshalling.
• Crowd control and panic management.
• Post-evacuation procedures and survival.
• Practical drill: simulated emergency evacuation.

Objectives:
• Recognise common in-flight medical emergencies.
• Administer basic first aid and use medical equipment.
• Manage medical kits and coordinate with ground medical support.
• Understand crew limitations and legal aspects.

Topics:
• Common medical issues: fainting, heart attack, allergic reactions.
• Basic life support (BLS) and CPR.
• Automated external defibrillator (AED) usage.
• Medical kits: first aid, emergency medical kit, and doctor's kit.
• Handling infectious diseases and biohazards.
• Communication with medical professionals on board.
• Reporting and documentation of medical incidents.

Objectives:
• Identify security threats and suspicious behaviour.
• Apply security procedures as per AVSEC regulations.
• Manage unruly passengers and disruptive incidents.
• Understand hijacking and bomb threat protocols.

Topics:
• Aviation security (AVSEC) framework.
• Threat assessment: suspicious items, behaviour, and profiling.
• Unruly passenger management: de-escalation techniques.
• Hijacking procedures: crew roles and communication.
• Bomb threat procedures: search and reporting.
• Cabin security checks and pre-flight security briefings.
• Reporting security incidents and post-incident procedures.

Objectives:
• Deliver exceptional customer service aligned with brand standards.
• Handle passenger complaints and service recovery effectively.
• Apply service excellence principles in all interactions.
• Manage service challenges in diverse scenarios.

Topics:
• Service excellence model: exceeding expectations.
• Complaint handling: listen, empathise, resolve, follow up.
• Service recovery techniques and empowerment.
• Managing difficult passengers and conflict resolution.
• Personalising service for loyalty and satisfaction.
• Handling service delays and disruptions.
• Role-play scenarios: typical complaints and resolutions.

Objectives:
• Apply all learned skills in realistic simulated scenarios.
• Demonstrate competence in service, safety, and emergency procedures.
• Receive feedback and identify areas for improvement.
• Integrate knowledge across all aspects of passenger care.

Topics:
• Full-flight simulation: pre-flight, boarding, service, and landing.
• Emergency scenario: fire, decompression, or evacuation.
• Medical emergency scenario: passenger collapse.
• Security scenario: disruptive passenger or threat.
• Service scenario: special meals, complaints, and PRMs.
• Individual and team performance assessments.
• Debrief and constructive feedback session.

Objectives:
• Complete written and practical assessments.
• Consolidate learning and review key concepts.
• Understand certification requirements and career pathways.
• Prepare for line operations and recurrent training.

Topics:
• Written assessment: multiple choice and short answers.
• Practical assessment: observed demonstration of key skills.
• Review of critical safety and service procedures.
• Portfolio of evidence compilation.
• Certification criteria and issuing of certificates.
• Career progression: recurrent training, promotion opportunities.
• Course evaluation and feedback.