Assignment on Cabin Crew Management
Added on 2020-05-28
22 Pages3418 Words61 Views
Running head: CABIN CREW MANAGEMENTCABIN CREW MANAGEMENTName of the StudentName of the UniversityAuthor Note
1CABIN CREW MANAGEMENTTable of ContentsTask 1...............................................................................................................................................31.1 Kind of airline passengers.....................................................................................................31.2 Range of airline passenger needs...........................................................................................31.3 Briefing to blind passengers..................................................................................................31.4 Onboard requirements of guide dog......................................................................................31.5 Briefing deaf passenger.........................................................................................................41.6 Identification of requirements for carriage of pregnant passengers......................................41.7 Onboard considerations for unaccompanied minors.............................................................51.8 Requirements for passengers with reduced mobility.............................................................51.9 Relevant passenger codes......................................................................................................6Task 2...............................................................................................................................................7Task 3...............................................................................................................................................73.1 Chain of Command................................................................................................................73.2 Ways of dealing with passenger problems and complaints...................................................93.3 Different methods of communication when dealing with passenger problems.....................93.4 Personal presentation, approach and attitude influence the behavior of the passenger.......10Task 4.............................................................................................................................................104.1 Skills required for effective team working..........................................................................104.2 Maintaining effective working relationships within a team...............................................11
2CABIN CREW MANAGEMENTTask 5.............................................................................................................................................135.1 Flow chart............................................................................................................................135.2 Importance of coordination and cooperation between the crew members..........................145.3 Types of incidents and conflicting situations occurring on board.......................................145.4 Behaviour in conflict situations...........................................................................................15Task 6.............................................................................................................................................166.1 Dealing with conflict situations...........................................................................................166.2 Methods of communication and behavior in meeting individual requirements of customers...................................................................................................................................................17References......................................................................................................................................19
3CABIN CREW MANAGEMENTTask 11.1 Kind of airline passengers Scheduled passengers includes economy, business class and first class passengersCharter includes the celebrities and politicians on the other hand low cost includesdifferent students, middle class income groups Passengers with special requirements includes blind, physically impaired and mentallyimpaired individuals 1.2 Range of airline passenger needs Medical requirements Separate diaper changing rooms for toddlers Proper and clean washrooms 1.3 Briefing to blind passengersSafety cards must be available on flights for briefing about the measures taken duringaccidents Flight attendants need to explain about where the food is placed Additional attention must be provided to the blind passengers while they will be movingto washroom or getting down from the aircraft Lastly, there should be availability of wheel chairs for the impaired passengers travelling 1.4 Onboard requirements of guide dog
4CABIN CREW MANAGEMENTProper acceptance of identification cards with proper written documentation and presenceof harness as there cannot be automatic certified documentation The guide dogs do not require to perform functions for different passengers during theentire flight to fly in cabin Proper qualified individuals are required to be accompanied with the guide dogs as thiswill comply with the FAA regulations11.5 Briefing deaf passenger The flight attendants requires to be trained with sign language as to communicate withthe deaf passengers 2There should be visual announcements for the deaf passengers in the airports Proper availability of the gate agents are required with special notification for boarding 1.6 Identification of requirements for carriage of pregnant passengers Proper movement and easy access to the lavatory is mandatory for the expecting mothers Good circulation of air and staying comfortable is mandatory for the expecting motherson board The belt has to be fastened below the belly as this will make them comfortable 1Chen, Ching-Fu, and Shu-Chuan Chen. "Investigating the effects of job demands and job resources on cabin crewsafety behaviors."Tourism Management41 (2014): 45-52.2Macrae, Carl. "The problem with incident reporting."BMJ Qual Saf(2015): bmjqs-2015.
5CABIN CREW MANAGEMENT1.7 Onboard considerations for unaccompanied minors The KLM staff will be present to accompany the minor children to the aircraft The flight attendants require to keep a close look on the minors who are not accompaniedThere will be information provided to the parents of the children regarding any issues orflight schedule changes 31.8 Requirements for passengers with reduced mobility Proper assistance is required to be provided to the reduced mobility passengers whereinthere should be availability of wheel chairs or club cars along with person who will beassisting the passenger as well 4While entering into the flight, there should be airport mobility counter as there can berequirement of sign language at the aircraft 3 Harrison, Virginia, and S. Mackenzie Ross. "An emerging concern: toxic fumes in airplane cabins."cortex74(2016): 297-302.4Halford, Carl D.Implementing Safety Management Systems in Aviation. Routledge, 2016.
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