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Transformational service:
Likely to exceed customer expectations by adding an emotional component and promoting loyalty.
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Transactional Service:
Service likely to meet but not exceed customer expectations
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What acronym may FAs use to interact with customer(s) who may be tense, upset or angry?
- LAST
- Listen
- Apologize
- Solve
- Thank
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Customer core component that encompasses honest communication, truthfulness in all matters, honoring commitments:
Integrity
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Customer core component that encompasses compassion, caring, and empathy. Welcoming, friendly environment for customers and colleagues
Kindness
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Customer core component that encompasses fairness, tolerance for differences. Shown for customers through use of names, personal thank you, goodbye.
Respect
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Customer core component that encompasses responsibility for actions, courage to do the right thing, compliance to uniform and performance standards:
Accountability
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Customer core component that encompasses cooperation, one team/one purpose, shared workloads.
Teamwork
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Customer core component that encompasses cabin checks, galley safety. Safe work practices, crew flight deck briefings and coordination, and agent communication and coordination.
Safety
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3 Examples of transformational service encompassed with integrity:
Flexibly respond to customer's needs
Personal introduction
Offer an apology and offer alternatives when necessary
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1 Example of transformational service encompassed with kindness.
What would be one example of transactional service (kindness)?
Engage in conversation
Each customer receives a smile and a hello
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2 Examples of transformational service encompassed with Respect
Sense customers' needs that are not verbally expressed
Embrace Diversity
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2 Examples of transformational service encompassed with Accountability:
Always be conscious that others see and hear you
Be mindful of tone, pace and volume.
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3 Examples of transformational service encompassed with Teamwork
Initiate briefing
Share information openly
Provide proactive status updates
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Components of individual safety briefing are:
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Exit ROW Briefing Components are:
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Demo equipment is not permitted in:
the micro-bins
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FAs must be on-board when passengers are:
On the plain, including dead heading crew members.
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When are hearing aids not permitted?
Hearing aids are ALWAYS permitted.
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At what point do FAs do the delay service?
After the delay has been 1 hr & 35 mins.
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Max weight for unusually large articles:
170 lbs
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Age for UM is:
5 - 14 years old.
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UM is seated:
Aisle seat in the last row of the A/C
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SSR Code for Cabin Pet:
PETC
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SSR Code for Service Animal:
SVAN
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SSR Code for Celebrity Animal:
CELEB
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IF the last row is booked with prisoner transport, where should the UM be seated?
As far forward in the A/C as possible
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What type of item is a pet carrier considered and what are the 5 parameters that it must follow:
- Considered a carry-one item, must follow carry on baggage rules.
- Remain closed and/or zipped at all times
- Be properly stowed under the seat in front of the customer at all times
- Provide good ventilations from 2 or more sides and prevent pet from escaping.
- Leak proof bottom.
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What is the preferred location for a CRS?
A window seat
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Where can the CSRs and ACSDs NOT be seated?
NOT seated in emergency exit rows or FWD/AFT of an emergency exit row
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Total number of PETC allowed on a flight?
Total pet cabins is 5
with only 1 allowed in first class.
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Children under the age of 2 are accepted for travel ___ days after delivery, but ___ days are recommended.
2 days, but 7 days is recommended when under the age of 2 (infants)
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When are back-less booster seats allowed?
NEVER! Backless booster seats are PROHIBITED at ALL TIMES
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Where must lap children be seated?
A/C Right
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As flight approaches destination, the flight deck will contact the FWD FA. Prior to the top of descent, the FWD FA should convey:
Also, during this call at the top of descent the FWD FA should inquire about the _____.
- all needs for special assist passengers, catering, lavatory service, and maintenance.
- MOGT.
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What is the MOGT? What are key points that need to be considered when inquiring? When do does the FWD FA inquire? What all needs to be conveyed?
- Minimum Objective Ground Time.
- -The scheduled arrival time and subsequent departure time
- -The expected arrival time and if the flight will operate in MOGT
- -Aircraft and/or crew swap.
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"Approach Announcement" is delivered when and by whom?
Approx 20 mins before landing by the AFT FA, after receiving the In-Range call.
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What 4 things need to be done in order to prepare cabin and passengers for arrival?
- -Secure galley
- -Check the LAV.
- -College trash,
- -Ensure passengers are seated and seatbelts are fastened.
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"Prepare for Landing" announcement upon:
receiving signal that the aircraft is descending/ about to decent through 10,000 feet. (approx 10 mins to landing)
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To preparing for landing, what is the compliance check the must be done by the FAs?
Final trash collection, Larger PEDs stowed, setbacks upright, tray tables stowed, customer personal items stowed, overhead bins closed, galley and carts secure, brakes operative, LAV secure and closed. Seatbelts not in the aisles, no smoking enforced.
1A window shade OPEN!
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How often must Reserve FA's review EFM Star?
Reserve FA's must review the EFM Star once a week.
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When is XM Sris Radio allowed on flight?
NEVER! XM radio is never permitted!
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Age requirement for exit row is:
15
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8 required items for FAs:
- -Complete uniform including wings
- -Employee ID
- -Valid passport
- -Working wrist watch
- -Complete and current EFAM
- -Small flashlight (concealed)
- -Inflight EFB fully charged and updated
- -Sharp object
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T.E.A.M.S.
- Thirty second review
- Emergency procedures and equipment location
- Announcement Assignments
- Manual and passport review
- Special considerations (Lap children, UM, choice seat passengers, passengers needing assistance)
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What 2 duties must the FA complete before closing the MCD?
- -stow catering
- -turn ON Potable Water System
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In order for a person to occupy an exit row seat the must have sufficient:
mobility, strength and dexterity in both arms, hands and legs.
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Time parameters for boarding are:
____ preboarding
____ general boarding
____ cabin secure, ready to close MCD
- 35 mins prior to departure
- 30 mins prior to departure
- 5 mins prior to departure
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When are compliance checks conducted?
- -During the final stages of the boarding process.
- -Immediately prior to closing MCD.
- -Before every take off and landing
- -Every 10 mins in flight.
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