FLIGHT ATTENDANTS’ DUTIES

Flight attendants provide personal services to ensure both the safety and comfort of airline passengers during flight. They greet passengers, verify tickets, explain use of safety equipment, and serve food or beverages.

ü Attend pre-flight briefings concerning issues such as weather, altitude, route, emergency procedures, crew coordination, length of flight, food and beverage services offered, and number of passengers.

ü Verify that first aid kits and other emergency equipment, such as fire extinguishers and oxygen bottles, are in working order, and check that food, beverages, blankets, reading material, etc. are on board in adequate supply.

ü Greet passengers, check boarding passes and care for the storage of hand luggage.

ü Close and open aircraft doors.

ü Announce and demonstrate safety and emergency procedures, such as the use of oxygen masks, seat belts and life jackets.

ü Prepare, following procedures, passengers and aircraft for take-off and landing, and check that all passengers have complied with safety regulations.

ü Serve beverages, refreshments, meals and snacks, distribute reading material, pillows and blankets, and sell tax-free articles.

ü Make flight announcements and provide travel information, e.g. about connecting flights.

ü Determine passengers' special assistance needs, e.g. those of small children, the elderly or disabled, and administer first aid to passengers when necessary.

ü Take action in the event of decompression, turbulence, mechanical faults, or unlawful acts by passengers, and keep passengers calm in such situations.

ü Direct and assist passengers in emergency events, e.g. by helping evacuating the plane after an emergency landing.

ü Complete paperwork, including a flight report, take inventory of headsets, alcoholic beverages and money, and report any lost and found articles, passenger medical problems and cabin equipment problems.

Read there four exchanges on a long-haul flight. Choose the beat phrase from the list to finish each one.

Let me get them a snack. Of course, no problem at all. I will be right back. Just give me a few minutes to get that ready for you. I will be back with a new pair in a few minutes.

FA – Is everything all right, madam?

P – Yes, fine, thanks. Can I have a glass of water?

FA - …..?

FA – What can I do for you?

P – My earphones don’t work.

FA – Oh dear, let me change them. ….

FA – Did you call, madam?

P – Yes, sorry to bother you, but my children are a little hungry.

FA – No bother at all. ….

FA – How are you now?

P – I am still a bit nervous, but I’d love a cup of tea.

FA – With pleasure. ….

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Dialogue 1	\|	RESPONDING TO PASSENGER COMPLAINTS

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