IAS M3.1 theme 1

• Engels
• MBO
• Studiejaar 1

All the chapters that belong to Theme 1

• Theme 1: before your flight

• Chapter 1: service
• Chapter 2: fit to fly
• Chapter 3: CA and your social life
• Chapter 4: Your schedule
• Chapter 5: Sign in & briefing
• Chapter 6: Japanese culture

Which "hats" do you wear as an aviation service provider?

The different hats of an aviation service provider:

• safety professional
• firefighter
• police officer
• psychologist
• entertainer
• childcare provider
• social worker
• etc....

Pick two moments that stuck with you, and why?

Pick five items that took you by surprise

Roleplay

• Together, come up with an interesting situation.
• It has to be related to hospitality (shop, airplane, restaurant, etc).
• 1 plays the customer + 1 plays the service provider
• The service provider makes mistakes on purpose (but subtle).
• The customer responds (how does it make you feel?).
• Other students will reflect on the things that didn't go well (be kind!)
• Afterwards you will roleplay the same situation but you act like you should!

basic service provision	good service provision
You respond to passengers' questions.	You listen to passengers' questions, repeat the question and try to come up with a solution together and ask follow-up questions.
You nod in a friendly way when a passenger looks at you.	You demonstrate an open mind and an open attitude, you approach a passenger as soon as you notice that the passenger is looking at you.
You calmly wait until a passenger approaches you.	As soon as passengers embark, you repond proactively when you notice that a passenger could use your help.

What is fit to fly?

www.nti.nl

Medical check

what will be checked?

• Your eyes
• Blood
• Vaccinations

Approval to fly

Flying and stress

Positive and negative stress - difference?
Causes of stress in daily life:          

Work: 

• Working together, career, schedule, customers.

At home: 

• Relationship, family, changes in your life

               

Positive stress talk page 13

1. What makes you stressed? 

How can you recognise stress?

Emotional symptoms

• Irritated/sensitive
• Difficulty relaxing
• Feeling bad/alone/depressed

Physical symptoms

• Low energy
• Headache, stomach ache
• Pain, muscle pain
• Chest pain  

Cognitive symptoms

• Forgetfulness
• Difficulty focusing
• Poor Judgement

Fit to fly

• Eating
• Drinking
• Sports and Exercise
• Sleeping and relaxing

When do you call in sick?

What happens when you call in sick?

• The airline has to find someone else to cover for you;
• they will call someone from standby;
• some companies have home or airport standy;
• this colleague needs to be at Schiphol within an hour;
• your roster will be cleared and this might effect your entire month.

Would you call in sick when you have a cold?

1. yes
2. no, having a cold doesn't mean you're sick
3. only if I can't clear my ears

Group assignment:

Think about the following situations, will you be allowed to fly?

• pregnancy
  
• after a visit to the dentist
• use of medicine (cough sirup, sleep medication, drugs)
• use of alcohol
• after donating blood
• stress
• diving
• tropical diseases 

Group assignment:

possible answers

• pregnancy: no, some airlines until 12 weeks
• after a visit to the dentist: be careful with root canal and medication
• use of medicine (cough sirup, sleep medication, drugs): drugs is a big no! Also, be careful with antihistamines
• use of alcohol: stop drinking 10 hours before the flight, don't be drunk 24 hours before the flight
• after donating blood: you cannot fly for 24 hours
• stress: negative impact on how you operate
• diving: 48 hours before and after flying
• tropical diseases: be cautious!

Hoofdstuk 3 CA and your social life

Leisure time

Life as a CA has quite an impact in your personal and social life

You can make a request for a flight 6 weeks in advance. 

For a wedding you want to attend or a certain flight you want to have.

On which kind of days would you REALLY LIKE to have days off?

Can you name a few apps that you could use to prepare your flight?

Tips:

• Google Maps
• Tripadvisor
• Facebook groups (KLM: Blue Planet)
• Currency apps
• Google Translate
• Website: WikiPedia!

How to prepare for flights professionally?

• You know where you are going: Tokyo!;
• you check the company Ipad and know what your working position will be;
• you can check the loads a few days before the flight;
• you check who your colleagues are;
• watch videos on the Ipad about the Japanese culture;
• find some useful phrases in Japanese. 

Class assignment:

• find the fastest way to get to Schiphol on December 5th:

1. from trainstation Zwolle
2. from a friend's place in Zandvoort (Van Lennepweg)
3. from your aunt's place in Amsterdam (Elzenhagensingel / Amsterdam North)

• find out when you are doing a:

1. morning flight (05.30 reporting time Schiphol)
2. evening flight (20.05 reporting time Schiphol)

Questions

• How long is the layover in Prague?
• Where is this person on November 2nd?
• Find out which cities are the following IATA-codes: LYS, JNB, CUR and WAW?
• What do you think RV means?

The phases of a flight

• In this module we will discuss phase 1 until 4:

1. Briefing
2. Preflight
3. Boarding
4. Departure

https://www.youtube.com/watch?v=HaNAD_oyTi4

passport check

drop luggage

grab day money

possibly pick up extra material

pursers can prepare briefing

briefing

Company Ipad:

• Details will upload 2 days ahead of time.
• Make sure you are up-to-date. 
  

P.I.L.=

• Passenger Information List
• The purser receives this at the gate
• Up-to-date information about passengers
• Birthdays, VIPs, frequent flyers,  UMs, special meals, staff travellers, etc. 

Seatplan

• Where are the emergency exits?
• Where are the galleys?
• Where are the toilets? 

Seatplan

• Where are the:
• Emergency exits?
• Galleys?
• Toilets? 

Reading the CAML:

• CAML = Crew Assignment Movement List
• Flight number, date, stretch, registration, gate.
• Time crew needs to be on board.
• Boarding time pax, departure time, flying time, time difference.
• Configuration (how many seats are in which class?)
• Total pax (how many seats are occupied? 

Assignment CAML

• Page 22 (only outbound)

Flight details:

• KL 1033
• 2 december 2023
• AMS - LHR
• PH-BXV
• D51

Times:

• time on board crew: 9:50
• boarding time pax: 10:30
• departure time: 11:00
• flying time: 1 hour
• time difference: -1

The briefing (pg. 21)

• Welcome and check
• Read the CAML (Crew Assignment Movement List)
• Introduction round
• Discuss passengers and service
• Flight safety questions
• Quick peptalk and questions

Roleplay briefing

• Form groups of 4-5 students
• Use the CAML on page 22
• Use the briefing example from page 21
• Pick someone who is the purser
• Roleyplay the briefing

Chapter 6: We are going to Tokyo!

Route dedicated service RDS

• On flights to Japan, airlines serve local dishes. We call this a RDS (route dedicated service).
• The passenger can choose between a Western or a Japanese dish.
• Special Japanese tea is served in Japanese teapots.
• Some airlines schedule extra Japanese crew on these flights.

Assignment

• Form groups of 4-5 students and prepare a 3-minute presentation (minimum of 3 minutes, maximum of 5 minutes).
• What can you do during your free time in Tokyo?
• Include something cultural and something sporty (minimum of three activities and also incluse minimum of one restaurant).
• Come up with a few Japanese words that are useful to learn before this trip.
• Be creative and use some photographs or pictures.