VOCABULARY

1. Navigating the Airport

 Airline — an airline is a company that owns airplanes. Some examples are American Airlines, Singapore Airlines and
Emirates.
 Airfare — Airfare is the price of a plane ticket.
 Airport Id - Personal Identification Card to operate from a specific airport. Without this you literally can't fly.
 Altitude – aircraft’s vertical distance from the sea level.
 Arrivals — Arrivals are flights that are arriving at the airport. There is an arrivals board that shows which flights are
arriving and at what times.
 Baggage/luggage – bags and suitcases that travellers put their belongings in.
 Baggage claim – place where you pick up your baggage after arrival.
 Boarding - A flight is boarding when passengers are getting on the airplane.
 Boarding pass – The coupon containing passenger and flight information which a passenger must present in order
to board a flight.
 Cabin- interior of the aircraft where passengers are seated.
 Cancelled – cancelled flights are flights that are not going to happen. Passengers will need to find different flights to
their destinations. Cancelled flights usually appear in red on the arrivals and departures on board, so that
passengers can easily see them.
 Cargo Department – where luggage and other cargo are stored and passengers are not allowed in this area.
 Carry on luggage – bags that you bring on board.
 Check in – check in is when passengers must show their travel documents (such as passports and visas) to airline
employees. The airline employees will make sure they have the right documents to travel, and they will prepare the
passenger’s suitcases to be put on the plane.
 Chocks on/off – the triangular black blocks that are put behind and in front of aircraft’s wheels so it does not move
when parked.
 Co-pilot – person who helps the captain flies the plane.
 Cockpit – part of the plane where captain and co-pilot sit.
 Crew ID – Identity card
 Crew room - area set up inside an airport terminal for an airline. It is the point of departure and arrival of the crews,
where briefings, check-ins and check-outs take place, rest of the crew in standby.
 Dangerous goods – any substance or material that is capable of posing an unreasonable risk to health, safety, and
property when transported in commerce.
 Departures – Departures are flights that are leaving the airport. There is a departure board (usually right next to the
arrivals board) that shows which flights are leaving and at what times. You should try to remember where arrivals
and departures boards are in major airports so that you can tell passengers where to find them.
 Excess baggage – heavier or more bags that you are allowed.
 Delayed – when a flight is delayed, it will take longer to arrive or depart.
 Flights — a flight is a trip made on an airplane between two places.
 Gate — every flight leaves from a gate. In order to get on a plane, passengers need to know which gate to go to.
Gates are usually numbered, and each one has a place where passengers can sit down and wait for their plane to
arrive. The gate is also where the flight attendants will check passengers’ documents and help them get on the
plane.
 In bound flight- flight back to base.
 Layover — a layover is when passengers must get off one plane and get on another plane in order to reach their
final destination. Sometimes passengers only have a few minutes to go to their next flight.
 On time - When a plane is on time, it will arrive or depart at the scheduled (planned) time.
 Out bound flight – one-way flight to any destination.
 Over sized baggage – items that do not fit in suitcases.
 Lanyard – tape on which you have your identification hanging.
 Layover - Staying at a destination for couple of hours or days, this is other than the home city.
 Load sheet – sheet delivered to the captain before the flight with information on: number of passengers, luggage,
loaded weight, etc.
 Lost and found - when people lose items in the airport, they may be brought to the lost and found. People can then
go there to find an item that they lost.
 Luggage/baggage store - Travellers may want to leave their suitcases somewhere so that they can exit the airport.
This is common when passengers have long layovers and want to see the city they are waiting in until their next
flight leaves.
 Roster – flight scheduling.
 Terminal — a terminal is a large building where passengers get on flights and get off flights. Large airports may have
multiple terminals. Small airports only have one terminal.

Staff and types of passengers

 ABP (Able Bodied Passenger) – person who, voluntarily or chosen by the crew, will assist in the event of
an evacuation.
 Aircrew – All crew members required to operate a flight (pilots and TCP’s).
  Cabin Crew – Flight attendant, air hostess, TCP, steward or stewardess.
 Cabin Services Supervisor, Cabin Manager or Purser – sobrecargo.
 Captain- The commander of the aircraft and normally the most experienced pilot in the flight deck. The
captain sits in the left hand seat and has the overall responsibility of the aircraft and its occupants
 Co pilot – person who helps the captain flies the plane.
 Crew Control – Department in charge of crew control, preparing schedules and assigning flights to
standby crew.
 Deadhead – Crew travelling as a passenger.
 Dispatcher – Coordinator, in charge of coordinating the departure of a flight.
 First officer – Co-pilot.
 Flight crew – Pilots.
 Ground staff
 Infant – Passenger considered “baby”. Varies by airline, but is typically up to 2 years old.
 Passenger manifest – list of all passengers on the aircraft and where they are seated.

2. Getting On Board
A very important part of being a flight attendant is helping passengers get onto airplanes. As a flight attendant, you
will need to be at the gate for each flight. You will need to give passengers information about the gate, the flight
and their tickets. You will also need to tell passengers when it is time to get on the flight.

Have you ever been to an airport and travelled on an airplane? When you are waiting at the gate, not every
passenger can run onto the plane at the same time. This process is very organized. Flight attendants will call one
group of passengers at a time. Each group of passengers is determined by where their seats are on the plane.

 Aisle seats — the aisle is the hallway where people can walk on the plane. Aisle seats are the seats closest to the
aisle.
 Boarding pass - the coupon containing passenger and flight information which a passenger must present in order to
board a flight.
 Bulkhead — Bulkhead seats offer more legroom (extra space where passengers can stretch out their legs and be
more comfortable). There are not many of these seats on a plane.
 Business class — Seats in business class have less special services and benefits than first class, but they are better
than economy seating. Business class seats are usually a little bit less expensive than first class seats.
 Complimentary- free of charge.
 Domestic flight - flight in the same country.
 Economy class — Economy class seating is where most passengers will sit. These tickets are less expensive than first
class. This is also known as coach seating. Passengers may say that they are flying coach.
 E-ticket- airfare purchased on the internet.
 Exit row- the exit row is the row of seats near the emergency exit. You will need to make sure that strong, healthy
people sit in these rows. For example, elderly people and children should be seated elsewhere. If there is an
emergency, somebody strong must be able to open the emergency exit door.
 First class — the passengers sitting in the first rows are in first class seating. The seats in first class have more space
for passengers to move around. The seats are usually bigger and more comfortable. First class passengers may also
receive special services while on the flight. For these reasons, first class seats are more expensive, and the first class
passengers get to board the plane first.
 Long haul flight – flight of long distance (more than 6 hours).
 Medium haul flight – flight of medium distance (from 3’30h to 6 h).
 Overbooked - more passengers than available.
 Rows — a row of seats is a line of seats that starts on the left side of the plane and goes to the right side of the
plane. These rows are numbered. You will usually start boarding the plane by telling passengers in the first few rows
(for example, rows 1 to 3) to board. You will need to make a clear statement, such as “We are now boarding all
passengers in rows 1 through 3.” You will need to repeat this statement several times to be sure that everyone can
hear and understand you.
 Short haul flight – flight of short distance (30 minutes to 3 h).
 Standard – Standard seats are normal seats that have no restrictions (such as exit row seats, where some
passengers should not sit) and have no special services (such as extra space).

 Window seats — Window seats are seats close to the side of the plane, where there are windows. That is easy
enough to remember! The window seats on the left side of the plane are labelled with the letter “A.” From left to
right, seats are labelled with the next letters in the alphabet. So, to the left of seats in column A are B, C, D and so
on. The window seats on the far right of the plane will be labelled with the last letter in the sequence.

3. Knowing the Plane and surroundings

 Airbridge – Access tunnel to the plane from the airport gate.
 Air stairs - these are stairs that connect an airplane’s entrance to the runway or tarmac (the place where planes
land and move around). These can be moved easily and connected to different planes on the runway. You and the
passengers will need to go outside to use air stairs. Sometimes you will all take a shuttle (a small bus) from the
terminal to the airplane so you do not have to walk on the runway.
 Air stairs - fuselage — this is the main part of the airplane, where passengers sit and where luggage/baggage is
stored.
 Air stairs – Fuselage Passenger Cabin – this is the section of the airplane where all passengers will sit.
 Aisle – A passage between rows of seats in an aircraft.
 Assist Space - Area in each emergency exit enabled so that the crew can carry out an evacuation without
obstructing the exit.
 Bumpy/rough – up and down movement of the aircraft.
 Cabin – Interior of the aircraft where passengers are seated.
 Cabin Defects Log Book – Book in which defects in any element of the plane are noted.
 Call light – A button passengers can press to get a crew member’s attention.
 Circuit breaker – small fuses (button type) located both in the galleys and in the flight deck.
 Cockpit/Flight Deck – this is where the pilot and co-pilot sit and control the plane. Passengers are never allowed in
the cockpit.
 Demo kit – Kit with everything you need to carry out the safety demonstration.
 Emergency exit – section of the plane that opens in case of an accident.
 Freight hold/Cargo hold – this is where all the luggage/baggage is stored for the passengers.
 Fuselage – Body of the airplane.
 Galley – front and rear areas of the cabin, in which all the elements are located to be able to give the service to the
passengers.
 Gate – Place where passengers go to wait to board a plane.
 Headsets/ earphones – devices that allow passengers to listen to music or a movie.
 Hold – it is the space below that occupied by the crew and passengers (travellers), reserved for cargo (suitcases
checked in by travellers and other objects that are transported from one airport to another).
 Inboard- direction towards the centre of the plane.
 Jet bridge/jet way — this is a bridge that connects an airplane to the terminal. This bridge looks like a long hallway.
Everybody (including you and the other flight attendants) will board the plane by walking through this indoor
bridge. It is very convenient because it can be moved easily between different planes, and you do not need to go
outside. There are other names for this kind of bridge, such as sky bridge, Air Bridge or boarding bridge.
 Jet lag – Tiredness due to travelling through different time zones.
 Jump seat or crew station – seat for each crew member.
 Landing gear – equipment for landing: wheels and other elements.
 Life vest/Life jacket – a low up device that you put on in an emergency over water.
 Loudhailer- loudspeaker.
 Outboard – direction out of the plane.
 Overhead locker, overhead compartment o overhead bin – compartment for hand luggage.
 Overwing exit – emergency exit on the wings of the plane.
 Passenger manifest – list of all passengers on the aircraft and where they are seated.
 Ramp Stand – The portable stairs positioned at the door of the airplane for exiting and entering of passengers.
 Remote stand – when aircraft parks away from the terminal.
 Row- row of seats.
 Runway – area enabled for the takeoff and landing of an airplane.
 Seat belt- a belt or strap securing a person to prevent injury.
 Slide – evacuation ramp, used to exit the aircraft in case of emergency.
 Stand – Parking area for an aeroplane.
 Taxiing - movement of the plane from the parking lot to the runway and vice versa.
 Technical Log Book – book in which any technical incident is noted.
 Turbulence – rough flight.

4. Serving Passengers

It is not your only job to be a waiter or waitress, but you will need to serve passengers on the flight. You will provide
them with food, drinks, services, shopping guides and other items for comfort.

Food and drinks

Sometimes, passengers will request specialty meals when they buy their tickets. Be sure that you know exactly who
needs specialty meals.

 Food trolley – a small table on wheels that conveys food, water and beverages.
 Cocktail cart - used for bar service, containing mainly drinks, hot and cold.
  Specialty meals — usually passengers will be able to choose from two kinds of food for their meal on the
flight. Sometimes they will need a specialty meal. These are meals prepared for passengers with unique
diets.
 Vegetarian — this is a specialty meal for people who do not eat any meat, including beef, pork, chicken,
fish and other seafood.
 Vegan — this is a specialty meal for people who do not eat any meat or other animal products. This
means that they do not eat milk, cheese, yogurt, butter, eggs, honey or anything else that is produced
by an animal.
 Kosher — this is a specialty meal for Jewish people who follow rules about their diets. Kosher food is
prepared in a special way, and certain foods are not allowed.
 Allergies — some passengers may have allergies (bad reactions) to certain foods, such as peanuts, milk
and seafood. There are many foods that people can be allergic to. If a passenger tells you that they have
an allergy, be very sure that you know what they are allergic to before you give them a meal.

SPECIAL MEAL CODES

A. Dietary Restrictions

BLML Bland Meal (ulcer)

DBML Diabetic Meal

GFML Gluten Free Meal (celiac disease)

HFML High Fibre Meal

LCML Low Calorie Meal

LFML Low Fat Meal (cholesterol)

LPML Low Protein Meal (liver/kidney diseases)

LSML Low Sodium Meal (low salt)

NLML Non-Lactose Meal

NSML No Salt Meal

PRML Low Purina Meal (gout/uric acid/kidney stones)

B. Vegetarian Meals

AVML Asian Vegetarian Meal

RVML Raw Vegetarian Meal

VGML Vegetarian Meal (Vegan, non-dairy products)

VLML Vegetarian Meal

WVML Vegetarian Meal, European Style

C. Ethnic Meals
HNML Hindu Meal
KSML Kosher Meal (Jewish)
MOML Muslim/Moslem Meal (Islamic)
JNML Jain Meal (no root vegetables, onion or garlic)
ORML Oriental Meal
D. Children Meals
BBML Baby/Infant Meal (Age 0-2)
CHML Child Meal (Age 2-6)
E. Other Meals
FSML Fish Meal
SFML Sea Food Meal
 FPML Fruit Platter Meal
SPML Special Meal (+instructions)
FFML Frequent Flying Meals

Items

There are many items that are given to passengers to make sure they stay comfortable while travelling. Here are
some items that you may expect to be asked for:

 Blanket – warm covering

 Head phones - are a hardware device that can be plugged into a computer, laptop, smart phone, mp3
player or other device to privately listen to audio without disturbing anyone in the vicinity .
 In-flight entertainment — this is a movie that is played for passengers.
 Pillows - a support for the head of a reclining person.
 Slippers - is a kind of indoor shoe that slips easily on and off your foot.
 Wet towel- Handing out hot or cold towels gives passengers a chance to cleanse themselves during their
flight, to wipe their eyes after a nap, refresh their face and neck and most importantly to clean their hands
without leaving their seats before a meal is served.

5. Keeping Order on the Plane

Flying can sometimes be stressful, and passengers can get hurt if they are not given good instructions. A big part of
being a flight attendant is making sure that everybody stays safe and healthy.

Your primary role is to keep people calm and keep things organized. You also need to make sure that people follow
the rules and policies of the airplane. Here are some things that you might need to say to passengers to keep them
safe:
 Please stow (store) your luggage properly in the overhead compartments.
 Please stow your food trays.
 Please fasten your seat belts.
 Please return your seats to the upright position.
 Please remain seated.
 Please return to your seats.
 Please turn off all electronic devices.
 Please disable WiFi on all electronic devices.
 Please fill out these forms for Immigration and Customs.

You will need to pay attention to what is happening and what information the pilot and co-pilot are giving you. You
may need to give passengers updates if you are going to experience:

 Route changes
 Delays
 Bad weather
 Turbulence

If passengers are scared, angry, and nervous or upset, you need to keep them calm. Always be polite and kind. Try
to smile and keep them happy. Use these phrases to let passengers know that you want to help:

 Sir/Madam, please remain calm and explain the problem to me.

 Sir/Madam, I am here to help you with whatever you need.
 Sir/Mad
 Mam, I understand that you feel scared/angry/nervous/upset/sick. Please let me know how I can help you.

6. Handling Medical Emergencies

* CPR- Cardiopulmonary Resuscitation.
* Decompression – Inability of the aircraft to maintain its designated altitude due to lower cabin pressure.
* Hypoxia, Physical condition caused by insufficient oxygen delivery to the brain. It would be the result of a failure
in the cabin pressurization system.
* Oxygen mask – a device that goes over a person’s faces, provides air in case of cabin air pressure loss.
* TUC (Time of Useful Consciousness) the time during which a crew member can continue to carry out their work
normally with an insufficient supply of oxygen.
* Motion sickness- a bad feeling in the stomach that passengers get during a rough ride (turbulence).

You will be trained to handle in-flight emergencies, emergency landings and even wilderness survival in case the
plane does not land at an airport. It is very unlikely that these emergencies will happen, but you always need to be
prepared.

If one of the passengers on the plane is having a medical emergency, you may need to ask them one of the
following questions:

 Do you need medical attention?

 Where do you feel pain?
 Please explain your emergency to me slowly and clearly so that I can help you.
 Are you ill or injured?
 Do you need a prescribed medication?

Procedures

 Arm/disarm the doors- means actually arming /disarming the evacuation slides. Once the aircraft lands,
slide/doors are disarmed and cross checked. There are visual checks crew needs to check.
 Brace position – position adopted by both passengers and crew in the event of an emergency landing.
 Briefing – meeting before the flight of the whole crew discussing the flight safety procedures,
emergencies and first aid.
 Check in luggage- bags that go into cargo.
 Clearing in on doing the gash/rubbish – go through the cabin with the wreckage cart.
 Debriefing – meeting of the entire crew after a flight to discuss an important event that occurred on the
day, if something goes wrong or there was some issue with crew members or passengers.
 Decompression – cab depressurization. Inability of the aircraft to maintain its designated altitude due to
lower cabin pressure.
 De icing – the process of spraying a glycol solution on the wings of an aircraft to prevent the formation of
ice during icy weather conditions.
 Dimming lights – dimming the cabin flights when flying at night, to adjust the view to the dark.
 Ditching – emergency landing in the water.
 Diversion – landing at an airport other than the one of destination; due to a technical problem, medical
emergency, bad weather conditions.
 Drill – procedure divided into various steps that must be followed in that order. For example: fire drill,
evacuation drill.
 Flying block hours- The time period when the aircraft leaves the gate to its arrival to the destination gate.
 Go around o missed approach - landing abort for some technical or meteorological reason.
 Push back – when the plane is pushed backwards by a ramp agent in a push tug vehicle.
 Positioning flight – flight in which only the crew travels; does not carry passengers.
 Pre-flight briefing – meeting of the entire crew before operating a flight to discuss commercial and safety
issues.
 Pre-flight safety video/demo- demonstration before the take off about what to do if there are possible
emergencies.
 Refueling – to provide with additional fuel.
 Rejected take-off – take off abort while already on the runway.
 Seat allocation – distribution of passengers so as to comply with the weight distribution conditions of the
aircraft.
 Standby – situation in which a crew member, from home or from their home airport, must be available,
for a certain number of hours, in case they are told that they have to operate a flight.
 Stop over – touching down at more than one airport during a flight.
 Tail strike - it occurs when the tail of the plane hits the runway during takeoff or landing.
 Take off – when a planes leaves the ground.
 Taxi in/out – driving an airplane to the correct place for taking off or landing.
 Top of descent- point where airplane begins its landing.
 Touchdown- when the aircraft wheels land on the ground.
  Turnaround – stopover time at the destination airport, from when some passengers disembark and the
next flight starts.

ABBREVIATIONS

A/C Aircraft

ABP Able Bodied Passenger (someone who you choose to help you in case of emergency).
There are certain rules that can be chosen

ACP Area Call Panel – indication light buttons on the ceilings, 2 amber (indicating
lavatories), 2 blue (indicating passenger calls) and 1 red (indicating call from cockpit or
cabin crew)

AFT Rear part of aircraft or equipment

AOG Aircraft On Ground

AP Assistant Purser

APU Auxiliary Power Unit; engine located under the tail of the plane to supply electricity
while on the ground.

ARS Airlines Reservation System

ATA Actual Time of Arrival

ATC Air Traffic Control

ATD Actual Time of Departure

ATT Attendant

B/C Business Class

BCF BCF Extinguisher

BHS Baggage Handling System

BR Bright

CA Crash Axe

CAA Civil Aviation Authority

CAT Clear Air Turbulence

CB Circuit Breaker or the device that stops all electrical current if something bad is
detected

CCM Cabin Crew Member

CCOM Cabin Crew Operations Manual

CIP Commercially Important Passenger

COACH Economy Class

COT Cot (cuna)

CP Chief Purser

CPR Cardio Pulmonary Resuscitation (for first aid)

CPT Captain

CRM Crew Resource Management

CRS Customer Relationship System

CSD Cabin Service Director

CSM Cabin Service Manager

DEADHEAD Crew travelling as a passenger

DFDR Digital Flight Data Recorder

DG Dangerous Goods

DGR Dangerous Goods Regulations

DPE Catering Container

EASA European Aviation Safety Agency

EFL/FL Emergency Flash Light

ELT Emergency Local Transmitter. Radio Beacon.

EMC Emergency

EMK Emergency Medical Kit

ER Escape Rope

ETA Estimated Time of Arrival

ETD Estimated Time of Departure

EVAC Evacuation

F/A Flight Attendant

F/C First Class

F/D Flight Deck or Cockpit

F/O First Officer

FAA Federal Aviation Authority (USA)

FAK First Aid Kit

FAP Forward Attendant Panel – screen equipped to control certain functions like aircraft
lightning, temperature, galleys

FFP Frequent Flyer Passenger

FIDS Flight Information Display System

FL Flash Light

FRG Flame Resistant Gloves

FSD Flight Service Director

FWD Forward; heading to the front of the plane.

GMT Greenwich Mean Time

HFA Head Flight Attendant

IATA International Air Transport Association

ICAO International Civil Aviation Organization

ICCA International Cabin Crew Association

IFE In Flight Entertainment

IK Infant Kit

ILV Infant Life Vest

INAD Inadmissible Passenger

INF Infant

ISB Infant Seat Belt

ISM In-flight Service Manager

JEM Jemmy, to force opening a door/Kickstand lever

LAV Lavatory (Toilets)

LH Long Haul Flight

LV Life Vest

MEG Megaphone

MH Medium Haul Flight

NDC New Distribution Capability

OXY Oxygen

O2 Portable Oxygen Bottle

P/A Public Address (addressing the passenger over the speaker)

PA Public Announcement. On board message broadcast through the intercom system

PAX Passengers on Board

PBE Portable Breathing Equipment

PED Portable Electronic Device (any electronic device)

PF Pilot Flying

PFUG Pre Flight Upgrade

PIC Pilot In Command

PNF Pilot Not Flying

PNR Passenger Name Record

POB Passengers on Board

PRAM Pre-Recorded Announcement Machine

PRM Passenger with Reduced Mobility

PSS Passenger Service System

PSU Passenger Service Unit – panel above each seat for air vents, lights, oxygen
compartment, crew bells and the light bells and “no smoking” signs.

PTT Push To talk (on the headset)

PU Purser

RAFT Raft

RMS Revenue Management System

RTO Rejected Take Off

RWY Runway, the strip on the airfield where airplanes take off and land

SAR Search and Rescue

SB Seat Belt

SBE Seat Belt Extensions

SCCM Senior Cabin Crew Member

SCPS Special Categories of Passengers

SEP Safety Emergencies Procedures

SFA Senior Flight Attendant

SH Short Haul Flight

SK Survival Kit

SL Slide

SMS Safety Management System

SOP Standard Operations Procedure, followed by an airline in accordance with its policy

SP Splint

SPML Special Meal for passengers

SR Slide-Raft

SSCM Senior Cabin Crew Member

STA Scheduled Time of Arrival

STBY Standby (waiting to be called for a duty, as a replacement if someone does not show
up for a flight)

THOB Total Heads On Board, number of people on board, including passengers and crew

UM Unaccompanied Minor

UNMINS Unaccompanied Minors

UTC Universal Time Coordinated

VLTA Very Large Transport Aircraft

Y/C Economy Class

USEFUL EXPRESSIONS
*Could you please fold the buggy/pushchair up for me, and just leave it by the door.

* I will tag it and place it in the hold.

* You can get it at the aircraft door when/once we arrive in _______.

* I’m sorry, I’m afraid is no more space on board for hand luggage.

* You can put your smaller items under the seat in front of you, unfortunately this one won’t fit, so we’ll have to
stow it in the hold.

* You can collect it at your final destination on the belt, along with the rest of your checked luggage.

* Please, do not hesitate in contacting me should you need anything during the flight.

* If I can help you in anyway/if you have any concerns, please, let me known. I’ll be around to help you.

* If there is anything that I personally can do for you, please, don’t hesitate to ask/ If there‘s something we can do
to make your journey more comfortable, please, let us known.

* I see that you are one of our regular customers.

* I see that you are one of our platinum cardholders.

* This wine stands out for its freshness and balance.

* Which is your choice for today as main course?

* Can I get you a drink to make up for all the trouble?

* Sorry for this inconvenience, I will make a report about this situation. Could you please, give me your passenger
number?

* You can leave us your compliments, suggestions or complaints trough our web page

* It might be a bumpy flight because we are flying through a storm

* If you feel cold I can get you a blanket

* If your child wants a window seat I can move you back a row

* There is an aisle seat in row 7C where you’ll have more room to stretch your legs out

* Excuse me madam/sir, could I ask you to change seats with this other passenger so they can seat together

* Please, take your assigned seats and as soon as we can we’ll see what we can do

* Yes, I can see you’ve been assigned a row where we can install a bassinet

* I’m afraid we are out of rice; I can offer you pasta instead

* The cabin crew will be coming round in about 20 minutes with the lunch service

* Are there any seats on the first plane tomorrow for London?

* At what time does the flight to London leave?

* How far in advance do I have to be at the airport?

* Is the airport very far from the city/town?

* Please, this seat is taken// * Please, this seat is reservated

* Have a nice journey/trip

AIRPORT PROCEDURES

- Please, do not leave your luggage unattended

- Fee for excess weight: 7€ per kilo
- The airline is not responsible for personal items and valuables
- Weight limit: 23 kilograms per bag
- Please, be patient when going through boarding pass
- Save time, have your passport and boarding pass ready
- The plane is scheduled to leave at 3.00 a.m.
- I’ve got a connection in Madrid, from where I’m flying to America
- I’m calling to confirm my flight. Is it leaving on time?
- I’m flying standby. I may not get onto the plane
- We’re boarding soon. Let’s go to the gate
- They’ve upgraded us! We’re sitting in business class
- This flight is overbooked. There are more passengers than seats

Accordingly ensure you reach the airport at least 2 or 3 hours before the scheduled departure of the aeroplane. This
will give you time to check in and collect your boarding pass, check in your baggage, go through the security
screening and be at the departure gate in time for your flight.

If you are booked on an international flight, you may be subjected to Immigration and Customs check for both
during Departures and Arrivals. Carry your ID, Passport, Visa and other related travel documents with you when you
present yourself for the check. State the reason for your trip.

COMPLAINTS AND CANCELLATIONS

- Listen carefully and make sure you understand the complaint. Be patient and courteous, even if the passenger is
rude. Be sympathetic to the passenger, even if you disagree. Don’t interrupt while she/he is talking. Don’t argue
with them, even if they are wrong.

- Apologise. This is the best way to calm the passenger down.

- Take action. Solve the problem if you can or suggest an alternative.

- Follow up. Make sure the problem was resolved and that the guest is satisfied.