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Board and disembark aircraft passengers

URN: PPLCC30
Business Sectors (Suites): Aviation Operations in the Air - Cabin Crew
Developed by: People 1st
Approved on: 30 Jun 2021

Overview

This standard is about boarding and disembarking aircraft passengers. This involves assisting passengers to board the aircraft, locate their seats, stow their belongings and disembark the aircraft safely.

This standard is recommended for all members of the cabin crew.

When you have completed this standard, you will be able to demonstrate your knowledge of and ability to:

  • Board and disembark aircraft passengers

Performance criteria

You must be able to:

1. Board passengers in line with the airline’s procedures 2. Provide assistance to passengers with additional requirements in line with the airline’s procedures 3. Interact with passengers in a way which promotes the customer service values of the airline 4. Direct and escort passengers to and from their seats or areas of aircraft according to their needs, bookings and requirements in line with the airline’s procedures 5. Assist passengers to stow and retrieve luggage or belongings in line with the airline’s procedures 6. Carry out headcounts of passengers as required in line with the airline’s procedures 7. Assist passengers to disembark the aircraft, in line with the airline's procedures

Knowledge and Understanding

You need to know and understand:

1. The airline’s procedures for boarding passengers, directing and escorting them to their seats, stowing their luggage or belongings and disembarking passengers 2. How to identify passengers’ needs in line with organisational procedures 3. The importance of assisting passengers as necessary when boarding and disembarking an aircraft 4. The needs of passengers who may require assistance 5. How to interact with passengers in a way that promotes the customer service values of the airline 6. The location of seats, how to direct passenger to their seat and the at-seat equipment 7. The techniques and relevant regulations relating to fitting child seats and belts and seating passenger in emergency exits 8. The equipment and techniques to make sure passengers with additional needs are comfortable 9. Communication techniques and how to adapt these to the needs of different passengers and situations 10. The importance of recognising diversity in relation to age, disability, religion, sexual orientation, gender identity, ethnicity, and physical appearance 11. The health and safety procedures and legislation relating to the boarding and disembarkation of aircraft passengers and providing assistance

Scope/range

Passengers who may require assistance / have additional needs:

a) Mobility impairment
b) Visual impairment
c) Hearing impairment
d) Speech impediment
e) Learning difficulties
f) Pregnant
g) Travelling with assistance animals
h) Travelling with pushchairs

Scope Performance

Scope Knowledge

Values

Behaviours

Skills

Glossary

In flight equipment**
Any equipment used by crew and passengers on board an aircraft, e.g., communications equipment, air vents, seat controls, call light. Not all aircraft will be fitted with all equipment, e.g. entertainment systems

Links To Other NOS

External Links

Version Number

2

Indicative Review Date

30 Jun 2026

Validity

Current

Status

Original

Originating Organisation

GoSkills

Original URN

GSKCC08

Relevant Occupations

Transport Drivers and Operatives, Transport Operations and Maintenance

SOC Code

6213

Keywords

cabin crew, airlines, passengers, assistance, information