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Assist passengers during a flight

URN: PPLCC31
Business Sectors (Suites): Aviation Operations in the Air - Cabin Crew
Developed by: People 1st
Approved on: 30 Jun 2021

Overview

This standard is about assisting passengers during a flight. This involves providing advice and information to passengers and making sure that they have a comfortable journey. This also involves providing assistance to passengers with additional needs if necessary.

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:

  • Assist passengers during a flight

Performance criteria

You must be able to:

1. Respond to passengers’ requests for information, advice and assistance in line with the airline’s procedures 2. Seek assistance if passengers request information, advice or assistance you are unable to provide 3. Provide passengers with amenities to support their comfort in line with the airline’s procedures 4. Assist passengers with the use of in-flight equipment and systems available 5. Respond to passenger call bells in line with the airline’s procedures 6. Provide assistance to passengers with additional requirements in line with the airline’s procedures 7. Assist passengers in line with relevant legislation, codes of practice, and the airline’s procedures 8. Communicate and interact with passengers in a way that promotes the airline’s customer service standards and values 9. Adapt your approach to your passengers in line with their needs and the airlines procedures

Knowledge and Understanding

You need to know and understand:

1. The types of information, advice and assistance passengers may require during a flight 2. The airline’s procedures for providing information, advice and assistance to passengers 3. The importance of assisting passengers as necessary during a flight 4. The needs of passengers who may require assistance during a flight 5. When and how to seek assistance from colleagues 6. How to interact with passengers in a way that promotes the customer service values of the airline 7. Your organisation’s customer service standards and values 8. How to use the passenger address systems 9. The amenities available to support passengers’ comfort 10. Where to locate and how to operate the in-flight equipment, materials and systems 11. How to use special equipment and systems for providing assistance to passengers in line with organisational procedure 12. How to promote your organisation’s customer service values when offering and providing assistance to passengers 13. How to respond to and cancel passenger call bells 14. The requirements of relevant legislation and codes of practice when offering and providing passenger assistance during a flight 15. Communication techniques and how to adapt these to the needs of different passengers and situations 16. The importance of recognising diversity in relation to age, disability, religion, sexual orientation, gender identity, ethnicity, and physical appearance

Scope/range

The types of advice and information that passengers may request includes:

a) Flight information
b) Local time
c) Weather
d) Connections
e) Ground transport
f) In-flight services
g) Duty-free allowances and customs regulations
h) Immigration information
i) Technical information
j) Local currency and the exchange rate on board

Passengers who may have additional requirements:

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

In-flight equipment, materials and systems including

a) Seats
b) Seat belts
c) Light, heating and air controls
d) Cabin wheelchair
e) Toilets

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