1.2 – Describe the Post-flight procedures and de-briefing at the end of a duty period

1. 1.2 – Describe the Post-flight procedures and de-briefing at the end of a duty period Key words in this element which you will need to understand and use – • Cabin Items Unserviceable – items which may be unserviceable (U/S) which can be ignored or those which need repair – Minor repair or engineer repair – • Oxygen Bottle below minimum • Lap Tray broken • overhead light faulty

2. 1.2 – Describe the Post-flight procedures & de-briefing at the end of a duty period Key words in this element which you will need to understand and use – Overall Service – this includes the in-flight service – • Meals • Drinks • Duty/tax free/paid goods • Taking payments • Reconciling takings Resolving passenger complaints + includes – • Reassuring passenger concerns e.g. missed drinks, wrong meals, flight information, turbulent conditions, minor ailments etc.

3. 1.2 – Describe the Post-flight procedures & de-briefing at the end of a duty period Key words in this element which you will need to understand and use – Overall Feedback to Crew – including • Good practice • Observations for the future i.e. pro-active • work • Teamwork • Stamina during long flights etc.

4. 1.2 – Describe the Post-flight procedures & de-briefing at the end of a duty period Key words in this element which you will need to understand and use – Checking Messages - • Checking own pigeon hole • Crewing information • Roster changes • E-mail/voice mail (if appropriate)

5. 1.2 – Describe the Post-flight procedures & de-briefing at the end of a duty period Key words in this element which you will need to understand and use – Check and Confirm that aircraft is - • Secure • Sterile • Appropriate checks • Any left luggage • Any left packages

6. 1.2 – Describe the Post-flight procedures & de-briefing at the end of a duty period Key words in this element which you will need to understand and use – Stop-overs, consider - • Hotel regulations • Check-out • Departure times • Smoking/drinking in uniform • Appropriate modes of behaviour • Airline specific instructions

7. 1.2 – Describe the Post-flight procedures & de-briefing at the end of a duty period When asked about how the flight went for you in the post flight de-brief consider these response methods – • Discuss any unserviceable items – • State how the service went in your area and the feedback from passengers inc:   i. Drinks   ii. Meals

8. 1.2 – Describe the Post-flight procedures & de-briefing at the end of a duty period When asked about how the flight went for you in the post flight de-brief consider these response methods – • Discuss any unserviceable items – • State how the service went in your area and the feedback from passengers inc:   i. Drinks   ii. Meals iii. Answering queries (e.g. making a duty/tax free/paid sale) iv. Taking Sterling, Foreign currency, Travellers cheques, Euro cheques, Credit/Debit cards etc.

9. 1.2 – Describe the Post-flight procedures & de-briefing at the end of a duty period When asked about how the flight went for you in the post flight de-brief consider these response methods – • Discuss dealing with – i. Concerns ii. Complaints • Discuss questions you could be asked by your SCCM –

10. 1.2 – Describe the Post-flight procedures & de-briefing at the end of a duty period When asked about how the flight went for you in the post flight de-brief consider these response methods – • Discuss how could the overall feedback be given by your SCCM? • Consider two messages you could receive from your airline –

11. 1.2 – Describe the Post-flight procedures & de-briefing at the end of a duty period Now consider an overall post flight de-brief – • Cabin Items Unserviceable   • Overall Service • Cabin Defects Log • Flight/Incident Report(s)  • Checking Bar takings  • Overall Feedback to Crew   • Confidential Reports  • Checking Messages

12. 1.2 – Describe the Post-flight procedures & de-briefing at the end of a duty period - there is an opportunity for group work here which may be developed later, in groups of 3+ you can allocate yourselves cabin crew roles and questions and see how a typical post-flight de-briefing could work in practice. • Try asking typical questions – for example – “Were there any incidents we need to discuss?” • Response – passenger in row 7d had a nose bleed.