Professional Documents
Culture Documents
Prepare For Take-Off: Cabin Crew Pre-Course Workbook
Prepare For Take-Off: Cabin Crew Pre-Course Workbook
Prepare For Take-Off: Cabin Crew Pre-Course Workbook
Pre-course Information 3
About Emirates 4 - 10
Learning Styles 24 - 27
About You 28 - 31
Aviation Terminology 35 - 44
Pre-course Information
The aim of this Pre-course Workbook is to provide you with some introductory information regarding
Aim
Emirates, some general aviation information and an outline of the content of your Ab-initio training.
After you have explored this workbook you will be able to:
• Gain introductory knowledge of Emirates
Outcomes
• Know general aviation information
• Identify the contents of your Ab-initio training
The contents of this workbook outlines introductory information regarding Emirates and is divided into five
sections:
About Emirates
General Aviation information
Cabin Crew Training
Outline of Content Learning Styles
About You
Aviation Terminologies
This information will help you during your training and assessment and will be covered in more depth during
your Ab-initio training period.
3
About Emirates
Chairman’s welcome
“I look forward to you joining our team and being part of our future success, as we grow
and expand our business globally.”
Emirates is one of the fastest growing international airlines with one of the youngest fleets in the sky and more than 400 awards for
excellence worldwide.
The secret of Emirates success is not only the growth, but also striving to provide the best service in the industry. Growth has never
been lower than 20% annually, and the airline has recorded an annual profit every year since its third year of operation.
4
As part of the Emirates Group you will be working with over approximately 110 different nationalities: This exciting multicultural
environment provides an opportunity to work with people from different nationalities and cultures on a day-to-day basis.
To help gain an insight into the various customs, Please click on the below links to access information on cultural characteristics:
5
The Emirates Fleet
Emirates boasts a magnificent fleet of aircraft. Cabin Crew members will be be trained and licensed to fly on both the Airbus and
Boeing Aircraft. The table below reflects a more detailed overview of our fleet.
Airbus Boeing
Q B777-300
Q A380-800
Q B777-300 ER
Q A340-500
Aircraft Type Q B777-300 ER-ULR
Q A340-300
Q B777-200 LR
Q A330-200
Q B777-200
Q First
3 Class Aircraft Q Business
Q Economy
ER = Extended Range
LR = Long Range
URL = Ultra Long Range
6
The Emirates Destinations
Emirates is one of the fastest growing airlines in the world, now serving over 100 destinations.
Gothenburg
Glasgow Moscow
Newcastle
Hamburg
Manchester
Birmingham Amsterdam
London Dusseldorf
Frankfurt
Paris Munich
Zurich Vienna
Venice
Toronto Milan
Nice
Zaragoza Rome Istanbul
Toledo New York Beijing
San Francisco Tunis Athens Seoul
Malta Larnaca Kabul Peshawar
Los Angeles Casablanca Islamabad Osaka
Tripoli
Lahore Shanghai
Cairo
Houston
Dubai Karachi
Delhi
Taipei
Ahmedabad Dhaka
Guangzhou
Kolkata Hong Kong
Mumbai
Hyderabad
Khartoum Manila
Bangalore Chennai Bangkok
Kozhikode
Addis Ababa Kochi
Lagos Thiruvananthapuram Colombo
Abidjan
Accra Malé Kuala Lumpur
Graphic illustration only, not a complete representation or to scale. © 2009. Emirates. All rights reserved.
Lilongwe
Mauritius
São Paulo
Johannesburg
Brisbane
Tehran Durban
Beirut Damascus Perth
Amman Cape Town Sydney
Kuwait Auckland
Melbourne
Dammam
Bahrain
Riyadh Doha
Dubai Route Map Christchurch
Muscat
Jeddah October 2009
Sanaʼa
7
Countries in Europe and the Americas
• Austria • Malta
• Brazil • Russia
• Canada • Switzerland
• Cyprus • Turkey
• France • United Kingdom
• Germany • United States Of
• Greece America
• Italy
• Bahrain • Oman
• Iran • Qatar
• Jordan • Saudi Arabia
• Kuwait • Syria
• Lebanon • Yemen
• Angola • Mauritius
• Australia • Morocco
• Bangladesh • New Zealand
• China • Nigeria
• Egypt • Pakistan
• Ethiopia • Philippines
• Ghana • Seychelles
• Hong Kong • Singapore
• India • South Africa
• Indonesia • South Korea
• Ivory Coast • Sri Lanka
• Japan • Sudan
• Kenya • Tanzania
• Korea • Thailand
• Libya • Tunisia
• Malaysia • Uganda
• Maldives
8
Activity 4: Destinations
Mark the position of the following countries on the map below.
a) Malta
b) Lebanon
c) Cyprus
d) Australia
e) Egypt
a) Malta:
b) Lebanon:
c) Cyprus:
d) Australia:
e) Egypt:
9
Activity 4: Exploring Emirates’ website
Explore the Emirates website and state below your findings about the following:-
1) Chauffer-drive: ______________________________________________________________________________
______________________________________________________________________________________________
___________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________
_______________________________________________________________________________________________
______________________________________________________________________________________________
2) Dining: _______________________________________________________________________________________
______________________________________________________________________________________________
________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________
_______________________________________________________________________________________________
______________________________________________________________________________________________
______________________________________________________________________________________________
____________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________
_______________________________________________________________________________________________
______________________________________________________________________________________________
______________________________________________________________________________________________
_____________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________
_______________________________________________________________________________________________
______________________________________________________________________________________________
5) Skywards: ____________________________________________________________________________________
______________________________________________________________________________________________
_________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________
_______________________________________________________________________________________________
______________________________________________________________________________________________
_______________________________________________________________________________________________
____________________________________________________________________________________________________________________________
____________________________________________________________________________________________________________________________
___________________________________________________________________________________________________________________________
10
General Aviation Information
Greenwich Mean Time (GMT)
All places on the globe have a latitude (their distance North or South of the Equator) and a longitude (their distance East or West of the
Greenwich Meridian). As Greenwich, England is zero degrees longitude, time is measured from this point and is defined as Greenwich
Mean Time (GMT).
GMT is used in the aviation industry. It may also be referred to as Zulu Time (ZT) or Universal Time Co-ordinated (UTC).
11
The 24-Hour Clock
The time format used in aviation is the 24-hour clock, whereby time is recorded by numbers only and not “am” and “pm”. This is also
referred to as military time, army time or railway time. Airlines use this in their flight schedules and rosters. The diagram below gives an
indication how to use the 24-hour clock.
1200
1100 2400 0100
2300 1300
11 12
0200
1000
2200 1 1400
10 2
0300
0900
2100 9 3 1500
8 4
0800
2000 7 6 5 0400
1600
0700 0500
1900 0600 1700
1800
Examples:
12
The Phonetic Alphabet
The phonetic alphabet is a set of words used instead of alphabetic letters in radio communication. Each word stands for its initial
letter and is used internationally by aircraft, maritime units, amateur radio operators and the military. It is used in two-way radio
communications to help reduce the affects of noise, distorted audio and radio operator accents.
For instance, some letters which can easily be confused are «D» and «B». By using the phonetic alphabet, «Delta» and «Bravo», these
are easily distinguished.
A Alpha N November
B Bravo O Oscar
C Charlie P Papa
D Delta Q Quebec
E Echo R Romeo
F Foxtrot S Sierra
G Golf T Tango
H Hotel U Uniform
I India V Victor
J Juliet W Whiskey
K Kilo X Xray
L Lima Y Yankee
M Mike Z Zulu
For example, when the Captain is calling the Air Traffic Control tower to identify the aircraft he will use the number on the tail e.g. A6
EAC, and pronounce it as “Alpha Six Echo Alpha Charlie”
13
Airport Codes
All airports around the world are identified by a three letter code. These codes are used to identify airports and they are also used in
timetables, baggage tags, tickets and Airline and Global Reservation Systems. The International Air Transport Association (IATA) in
Geneva is responsible for these codes and they are usually based on the airport name
In the table below reflects the airport codes of countries within the Emirates network.
___________________________________________________________________
16
Image and Uniform Department
Before we introduce you to the Emirates Cabin Crew uniform, we will be providing you with a training uniform. This uniform is a red
polo shirt that you will need to wear with black trousers. Please look at the photo and read the information below about the company
expectations/standards while wearing this uniform. This uniform will be worn from day 1 of SEP and each day until you are in service
training after which you will be provided with your cabin crew uniform.
Your polo shirt should be tucked in loosely into the waistband of your trousers and gently
Polo Shirt x2 provided by Emirates
eased out to allow the fabric to fall neatly.
These need to be your own and can be of smart or casual style. Combat, three-fourth
Black trousers
length trousers, ripped or torn may not be worn.
Black pumps, trainers or any preferred style of black shoe may be worn. For the ladies,
Shoes
these must be flat.
Hair Must be clean and neatly tied away from the face at all times.
Make-up Must be worn at all times including foundation, blusher, mascara and lipstick.
Personal Grooming - Ladies Nails To be well manicured with a minimum of clear polish at all times.
Jewellery One pair of stud earrings, no necklace and one ring per hand.
No other items other than those mentioned should be worn with the uniform. Visible
piercings, tattoos or henna is not permitted.
You are required to report for duty dressed correctly in the uniform provided. You must look
well groomed throughout your duty and until you return to your accommodation.
General Behavior • Smoking - Smoking is only permitted in the designated area which is on the 7th floor
outside balcony.
• Eating - Eating is only permitted in the designated areas which are break out rooms
on all floors and the 7th floor restaurant. Eating or drinking is not allowed
whilst walking around the college or standing in corridors.
Please remember that you are representing Emirates Airline whenever you are in uniform and therefore you are expected to
act in a professional manner at all times.
17
Business Dress Code When Visiting Emirates Facilities
When visiting the Emirates facilities, all employees are required to dress according to the dress code (BUSINESS APPROPRIATE).
This is to maintain the company’s cultural and professional image. Some basic examples are mentioned below:
Male Staff
• Coloured wool, cotton or linen suits
• Long-sleeved, well-pressed dress shirts, with button-down or straight collar with a tie
Acceptable attire includes
• Coordinated blazers, jackets or jumpers with dress trousers
• Woven leather loafers or smart shoes with socks; shoes should be always polished
• Minimal but high quality accessories such as ties, belts and jewellery
Other grooming details such as hand care, dental hygiene, hair care and controlling
perspiration are important for every professional.
Female Staff
• Tailored trouser suits
• Skirted suits, tailored separates or tailored business dresses
Acceptable attire includes
• Blouses with short or long sleeves
• Court shoes, sling backs or peep toed shoes
• Accessories such as scarves, gold or stainless steel watch and minimum jewellery
Hand and Frequent application of a hand cream will prevent dryness and chipping.
nails Nails look better buffed and polished.
Effective hair styles are perfectly cut and shaped, look natural, not overly
Hair sprayed and flatter the individual face and skin tone. Wild curly hair needs to
be secured in a suitable style. Hair colour should be of a natural look.
Female Grooming:
A professional image is made up of A day and night cleansing routine removes make-up, environmental
many elements, but they all come pollutants, oil perspiration and debris from your skin. Moisturizing softens the
together to make one powerful Skin Care skin and attracts moisture from the air. Products that contain (humectants)
statement. emollients keep the skin soft. The sun is the worst enemy of the skin. Sun
protection is essential with every day basics.
19
Cabin Crew Training - Service Delivery
Cabin Crew Training Programme
The Cabin Crew Training Programme is intense and covers the five disciplines outlined below:
Safety and
Induction and Group Medical Cabin Service Training
Emergency Security
Image and Uniform Training (GMT) (CST)
Procedures (SEP)
It includes:
• theory sessions in a class room environment
• practical sessions on a flight simulator
• daily feedback on performance
Throughout training observation and assessment will occur on the following four competency areas:
1. Professional Awareness
2. Professional Image
3. Interacting with Colleagues
4. Interacting with Passengers
• Welcome to Emirates
• Welcome to training
• Corporate Induction
Induction • Customer Journey Training
• Discover Dubai Tour
• E-Learning
• Medical Formalities
• Uniform standards
• Nail care
• Fitness and nutrition
Image and Uniform
• Skin care
• Hair care
• Make-up
• Types of aircraft
Aircraft Specific • Emergency equipment
• Aircraft Systems
• Anticipated emergencies
• Decompression
• Fire
General Safety
• Survival after an emergency evacuation
• Turbulence
• Unanticipated emergencies
• Basic aeronautics
• Cabin Crew briefings
• Crew Resource Management (CRM)
Legal Licensing Sessions
• Flight Time Limitations (FTL)
• Licensing requirements
• Manual Safety Demonstrations
20
Although the above topics will be covered in detail during the set programme, we recommend that you visit
the below website in preparation for the course.
• Sabotage
• Security checks
• Hijacking
Security Classroom • Weapons recognition
• Customs regulations and Outstation procedures
• Conflict management
• Personal security
Cabin Service Trainer (CST) / • Sabotage and Least Risk Bomb Location (LRBL)
Emergency Evacuation Simulator (EES) • Pre-departure security checks
Hotel security:
• Don’t mention your room number out loud
• Check your room with your door open
• Become familiar with your emergency exits
• Check I.D’s of persons entering your room, e.g. room service
• When leaving your hotel, check that all possessions are secure, i.e. lock baggage, use your hotel safe.
Baggage:
• Be responsible for the contents of your own bags
• Pack your own bags
• Don’t carry anything for anybody
• Never leave your baggage unattended, i.e. at airports, hotels, etc…, and keep it locked.
21
(4) Group Medical Training (GMT)
The table below highlights the subjects which will be covered in the classroom and through home assignments.
• Abdominal/Chest Injuries
• Food Poisoning
• Alcohol Intoxication
• Head/Neck Injury
• Appendicitis
Pre-course assignment Topics • Hyperventilation
• Death on Board
• Stroke
• Dislocation
• Temperature Related Illness
• Eye Injury
We recommend to you visit the website listed below in preparation for the In-flight Medical Care and Basic Life Support course
St.Johns UK http://www.sja.org.uk/sja/first-aid-advice.aspx
22
Cabin Crew and Training Team Overview
Crew will be designated a specific Cabin Crew Manager who they will
Cabin Crew Managers CCM
report to on a regular basis to assess their onboard performance.
Responsible for the performance of the cabin crew and all aspects of
Purser PUR
the cabin service (in all cabins). Team leader.
Senior crew member responsible for the crew and service in Economy
Senior Flight Steward/ess SFS
and Business Class cabins.
Responsible for the delivery of the in-flight product in the First Class
First Class Crew - Grade 1 FG1
cabin.
Once you have graduated from training you will have a supernumerary
Ab-initio – Graduating flight on both the Airbus and Boeing aircraft or A380 aircraft.
SUPY
Supernumerary A supernumerary is an additional member of the team who is part of
the initial crew complement.
Part-Time Trainers are members of the cabin crew team who spend
Part-Time Trainers their time training our Abinitio and existing crew for upgrade courses.
You will meet them in your course!
23
Learning Styles
Learning styles are ways in which each person concentrates, processes, absorbs and retains, new and challenging information.
Learning styles fall into three main categories:
• Visual
• Auditory
• Kinesthetic
At Emirates we take into consideration the preferrred learning styles of the individual. We find this important when encouraging you to
learn. Although most people have a preferred style, we understand that every learner develops through a blend of styles. We deliver
learning through an awareness of a blend of styles, which suits the broad needs of a group. Furthermore this gives you the opportunity
to develop alternative learning styles, along with the sense of achievement and a willingness to take on more training situations in your
future career.
Our group of dedicated and enthusiastic trainers are here to help you develop your knowledge and skills, in order for you to become a
cabin crew member. You can find further details on learning styles below:
Learning Strategies
• As much as possible, translate words and ideas into symbols, pictures and diagrams.
• Mark the margins of your workbook with key words, symbols, and diagrams to help you remember text.
• When learning mathematical or technical information, make charts to organize the information.
24
2) Auditory – information is presented orally.
Learning Strategies
• Work with a “study buddy” on an ongoing basis to review key information and prepare for exams.
• Talk out loud to aid recall - read your notes and textbook out loud.
• Create your own audio tapes by reading notes and textbook information into a tape recorder.
• When learning mathematical or technical information, “talk your way” through the new information.
• Reason through solutions to problems by talking out loud to yourself or with a study partner.
• To learn a sequence of steps, write them out in sentence form and read them out aloud.
Learning Strategies
• Note down key words/draw pictures/make charts to help you remember the information
• When studying, walk back and forth with notes and read the information out loud.
• Think of ways to make your learning tangible, i.e. something you can put your hands on.
• When reviewing new information, copy key points onto a large writing surface.
• Make use of the computer to reinforce learning - use graphics, tables and spreadsheets to further
• Listen to lectures while exercising. Make your own tapes containing important course information.
25
Brain Foods
The brain is an extremely active organ, making it a very hungry one. The brain cells are more sensitive to what you eat than the cells
which are located elsewhere in the body.
Did you know that the food we eat not only affects the body, but may even have more of an influence on how the brain works. By
eating the right food, you can enhance your mental capabilities – help your concentration, magnify your memory, keep yourself
motivated and defuse stress! These foods are also known as “Brain Foods”
• Concentration
• Enhanced Memory
• Better Coordination
So be nice to your brain! Give it the right nutrients by trying to incorporate the below foods into your every day eating habits.
26
Learner Style Preference Questionnaire
Name:
Read the following questions and circle the response that best describes you.
1. When learning something new, you… 6. If you are putting something together, you…
a) Like to have the aid of diagrams, posters, or a demonstration. a) Follow instructions and look at the pictures.
b) Like to have verbal instructions. b) Wish there was a video tape or a tape explaining
c) Just go for it and try it out! what to do.
c) Ignore the instructions and figure it out as you go!
2. When you are reading, do you…
a) Visualise in your mind the descriptive passages? 7. When trying to recall names, do you remember…
b) Enjoy the character’s dialogue? a) The person’s face but not their name.
c) Sometimes read action stories, but would prefer not b) The person’s name but not their face.
to read? c) Clearly the situation in which you met them.
5. When problem solving, you… 10. You can remember a list of items best if you…
a) Write the problem down or draw diagrams to visualize it. a) Write them down.
b) Talk to someone (or yourself) about it. b) Recite the list to yourself.
c) Try and use concrete objects to find a solution. c) Use your fingers to count the items off.
A B C
Many people have more than one learning style, so you may find you have some responses in each category. The category with the
greatest number of responses may be your main learning style.
If the majority of your responses were (A), you are a Visual learner.
If the majority of your responses were (B), you are an Auditory learner.
If the majority of your responses were (C), you are a Kinesthetic/Physical learner.
27
About You
You must complete the following work in this section and bring this with you
on the first day of your Induction.
Educational Background
28
2. Tell us about your flight experience
On your flight to Dubai, observe the Cabin Crew prior to take-off, during the flight, before and after landing. Make notes of your
observations below.
State how many classes are on this aircraft and which ones they are
• Cabin Appearance
• What tasks did the crew carry out in relation to passenger safety?
• Interaction with Customers by Cabin Crew e.g., answered call bells, assisted parents with infants
• Describe in detail, items offered by Cabin Crew; and how did it make you feel as a customer
29
• What facilities did you notice in your seat and the cabin?
• What tasks did the crew carry out in relation to passenger safety?
• What tasks did the crew carry out in relation to: a) passenger safety? b) customer service?
• Cabin Appearance
• What tasks did the crew carry out in relation to passenger safety?
30
Overall, what impressed you the most about the cabin crew in relation to service and safety.
What can be improved during the flight in relation to cabin crew service and safety?
What P.A.’s (Public Announcement) did you hear during the flight?
31
Welcome to the World’s Best In-flight Entertainment
On behalf of our IT/Customer Systems training – Cabin Crew Training, we welcome you to our Emirates family, where our motto
is - ‘We endeavour to deliver the world’s best in-flight experience beyond expectations’. You will be oriented with this system when
you arrive in Dubai and join your colleagues in the training college. A detailed introduction to the in-flight entertainment segment
is an important part of your cabin crew training course. To set you up for success to create and deliver an excellent in-flight
experience to our customers, we would like you to experience first-hand the in-flight entertainment system and view it from our
customer’s eyes. During your IT and Customer Systems training, you will be asked to share your knowledge and experience of the
Emirates in-flight entertainment and its importance and impact on our customers’ in-flight experience.
There are different resources that you can explore to find out more about the Emirates in-flight entertainment. The first and most
effective, is to experience Emirates in-flight entertainment first hand. This can be done if you fly to Dubai on an Emirates flight to
join your colleagues here. However, if you are flying in on another airline or have been recruited while being here in Dubai, your
best source for information would be the Emirates website, www.emirates.com. You can read about the in-flight entertainment by
selecting ‘In-flight Entertainment’ from the ‘Fly Emirates Experience’ menu as is shown in the image below.
Below are a few in-flight entertainment related questions we would like you to answer using the resources mentioned above.
The knowledge you will gather and your experience will provide you with invaluable insights that you can share when you start your
classroom training.
Q.01
If you flew on Emirates and used the in-flight entertainment onboard, give a brief answer to each of the following question:
b. What is one word you would use to best describe your experience while using the system?
c. What is one feature of the system that you liked most and why?
32
Q.02
Not all Emirates aircraft have the same in-flight entertainment system. How many systems are there and what is the name of each?
Q.03
What does the term ‘ICE’ refer to when used in the context of the Emirates in-flight entertainment system?
Q.04
Can an Emirates passenger find out what in-flight entertainment is playing onboard before take-off? If yes, describe how.
Q.05
Emirates in-flight entertainment has more to offer than just movies and audio programs. Take a moment to browse through the
‘Information’ section of the IFE system and list at least 3 types of information that can be found here.
Q.06
Review the ‘Communication’ section of the IFE system and list at least 3 types of communication that Emirates customers can use
on the system. What systems would you like to use if you were travelling on business? Also, find out if there are other communication
facilities that may be available on the aircraft (and not part of the in-flight entertainment) and include them in your list.
The cabin crew IT training has no pre-requisites. However, basic familiarity with computers and their usage and Internet browsing skills
makes the training easier and much more enjoyable. If you suspect that you lack these basic skills, it would be to your advantage to
begin developing these skills as early as possible, preferably before you start your Ab-initio cabin crew training.
Access to the Cabin Crew Portal is granted to you just before you start your first week of training. On the day of your IT training, you
will learn how to access the portal by using a combination of a pass-code and a password. Password creation might seem an easy
task but the security deployed to protect the Cabin Crew Portal requires a special kind of password. The ‘Passwords’ section below
includes an exercise to help you create a password that conforms to the Emirates rules and restrictions. Use this section to help you
prepare to create the right type of password for the Crew Portal.
33
In addition to accessing the Cabin Crew Portal, the IT training includes a session covering emails and their use. During the training,
you are expected to use the Emirates email application to communicate with your managers, trainers and other colleagues within the
business. If you are not familiar with emails it will be helpful to start learning about it before the training. Free email accounts can be
created over the Internet almost everywhere in the world. Some of the famous free Internet email providers are hotmail, yahoo, and
Gmail. To be fully ready for your IT training, familiarize yourself with the email applications mentioned above and practice the following
simple email actions:
• Creating an email
• Replying to an email
• Forwarding an email
• Adding a contact to the address book (or contacts)
• Deleting an email
Passwords
Emirates IT security requires that passwords are created following strict rules and conditions. Below are the list of rules which the
passwords have to conform to. A few examples and entry fields have been included for your help.
Have the passwords you created on the following page ready with you during the IT training, so that they can be checked
by your trainer before selecting one of them to be used for accessing the crew portal.
Password Rules:
1. The number of characters used for the password must be between 7 and 11 (no less than 7 and no more than 11 characters long).
2. The password must not include a name or part of a name.
3. The password must include at least one number (1, 2, 3, …etc.)
4. The password must include at least one lower case alphabetic letter (a, b, c, d, e, … etc.)
5. The password must include at least one upper case alphabetic letter (A, B, C, D, … etc.)
6. The password must include at least one special character (!, @, #, $, %, &, *, ?, >, :, {, … etc.)
Sample 1
Min Max
Sample 2
Min Max
Sample 3
Min Max
Sample 4
Min Max
34
Aviation Terminology
36
Emergency Equipment Terminology
Initial Term Description
INOP Inoperable Not functioning or working
Emergency
ELT Locator A Radio beacon - it is used to send a distress signal
Transmitter
Emergency
EMK A medical case which is stowed on board the aircraft containing multiple first aid items.
Medical Kit
Emergency Power A system which is installed in the cabin doors on the B777 aircraft to assist the crew in
EPAS
Assist System opening the door in an evacuation
FAP First Aid Pouch A black medical bag containing certain first aid items
Halon A fire extinguisher that is used on board the aircraft
Lanyard A string or rope which can be used to reach, tie or connect equipment
IFE Cabin defect Assigned to each aircraft whereby any unserviceable or unacceptable items pertaining to
logbook the aircraft or the flight are recorded.
Manual Release A piece of equipment used to manually open the oxygen compartment on the Airbus
MRT
Tool aircraft
Protective
PBE Breathing A device to protect you against smoke or toxic fumes. Also called a smoke hood
Equipment
A system which is installed in the cabin doors on the Airbus Aircraft to assist the crew in
Power Assist
opening the door in an evacuation.
Pounds per
PSI A measurement used to describe pressure
Square Inch
Pre-Flight A check which is carried out to all equipment and certain items on board the airport prior to
Check departure
R406 Radio Beacon A Radio Beacon – it is used to send a distress signal
Supplementary
SRAK Slide Raft A yellow bag on board the A/C which contains certain items for survival
Accessory Kit
Crew Terminology
37
Initial Term Description
Senior Flight
SFS Team leader in Economy or Business Class
Steward/ess
A meeting between the crew members and pilots to exchange important information before
a flight. Points discussed are SEP, First Aid, Service and information about the customers
Briefing
and the destination. This takes place at crew breifing at the Emirates Group Head Quarters
(EGHQ), before every flight.
Computer Based
CBT An interactive training session conducted on a computer
Training
Automatic Pilot An instrument to keep the aircraft flying without human control
Cockpit/ Flight
The area from where the pilots operate the aircraft
Deck
A process by which ice, snow and sleet is removed from the wings and fuselage using a
De-icing
mixture of hot water and de-icing fluid
Flt Time Flight Time Total time elapsed from chocks “off” on departure and chocks “on” during arrival
Ground Power
GPU An electrical generator connected to the aircraft to provide electricity while on ground
Unit
Instrument
ILS Navigational aid used by pilots in the approach and landing at an airport
Landing System
Inbound Flying into a destination point (return flight)
Knots Speed measurement (one nautical mile per hour)
The number and weight of goods to be carried on board, including passengers, crew,
Load
baggage, cargo, catering and fuel
Maximum Landing
MLW The maximum weight an A/C can safely land
Weight
Maximum Take off
MTOW The maximum weight on A/C can safely take off
Weight
Minimum A list of equipment which MUST be serviceable and onboard an aircraft in order to depart.
MEL
Equipment List This list is located in the Flight Deck
Outbound Flying away from a station or point
OWE Over Wing Exit An exit which is located over and opens on to the wing of the aircraft
When the aircraft is being pushed backwards, away from the parking bay by a vehicle called
Pushback
a tug.
A slow movement of the A/C, when it is heading to (taxi out) or from (taxi in) the runway
Taxi
under it’s own power
Thrust A force acting on the A/C as a result from the hot exhaust gases created by the jet engines
Turbulence Rough air caused by winds and masses of hot and cold air meeting
Walk Around Pre flight check of the A/C exterior done by the pilots walking around the A/C
38
Control Surfaces Terminology
These are the hinged surfaces which can be found on the wings and the tail of the aircraft.
Initial Term Description
A hinged control surface on the trailing edge of the wing which enables the aircraft to make
Aileron
a rolling movement while flying in the air
Air Brakes/
A hinged control surface on the upper wing surface to help stop the aircraft after landing
Spoilers
Control surfaces hinged on the trailing edge of the horizontal stabilizers controlling the
Elevators
pitching movement of the aircraft
A hinged control surface on the trailing edge of the wing which can be extended or retracted
Flaps
in order to increase or decrease the wing surface
Leading Edge The forward part of the wings
A movement of the A/C controlled by the elevators which allows the A/C to move upwards
Pitching
or downwards in the air
An aircraft rolls on its left or right side with the help of the Ailerons, which are located on the
Rolling
wing, while it is airborne
A hinged control surface on the vertical stabilizer which turns the A/C left and right when it is
Rudder
airborne
The tail part of the aircraft to help the aircraft in the air. It has two parts, the horizontal and
Stabilizer
the vertical stabilizer
Trailing Edge The aft part of the wings
A movement of the A/C controlled by the rudder allowing the A/C to turn left or right when it
Yawing
is airbourne
Airport Terms
Initial Term Description
Airbridge/ Jetway A power driven moveable passage connecting the aircraft to the terminal building.
Actual Time Of
ATA The actual time an aircraft arrives at its destination (chocks on)
Arrival
Actual Time Of
ATD The actual time an aircraft departs the airport (chocks off)
Departure
A department located at all airports, who are responsible for giving instructions by radio to
ATC Air Traffic Control
pilots during cruise and to prepare them for take off or landing
Baggage Luggage carried by passengers
Boarding The action of passengers leaving the terminal building and entering an aircraft for a flight
A card given to the passenger indicating the seat allocated to them and various other
Boarding Card
information e.g. flight number, boarding gate number
Check Baggage Passengers’ baggage which is loaded into the cargo hold
A tall building located near the runway monitoring the location and movement of all aircraft
Control Tower
during taxi, take off, landing and parking
Disembarkation
The act of leaving the aircraft after a flight
Deplane
Gate An area where the passengers board the aircraft from
Hangar A ‘garage’ for the aircraft.
A vehicle transporting wheelchair passengers or catering from the airport to the aircraft or
Hi Loader
vice versa when an airbridge is not available
A passenger with a reservation who does not show up for the flight or cabin crew who do
No Show
not show up to work
Off load Anything removed from the aircraft. Including passengers, crew, baggage and cargo
PAX Passenger Occupants of the aircraft (customers)
Passenger
Pax Man A list of all passengers on board
Manifest
Passenger A list of passengers with special requests (e.g. vegetarian, child meal, wheel chairs,
PIL
Information List Skywards passengers etc)
39
Airport Terms
Initial Term Description
RMP Ramp The area at an airport designed for the movement and parking of aircraft
Runway The area at an airport designed for take off and landing of the aircraft
Taxiway The area of the airport between the runway and the parking bay/ramp
TOB Total on Board The total number of passengers and crew onboard
A motorized vehicle that attaches to the front of an aircraft, used to push or pull the aircraft
Tug
when it is not using its own power (e.g. during pushback)
Unaccompanied
UM A child who is below 12 years old and travelling alone
minor
Passengers who can walk up and down aircraft steps and to and from their seat. These
WCHR Wheelchair (Ramp)
passengers cannot walk long distances
WCHS Wheelchair (Stairs) Passengers who can walk to and from their seat but cannot ascend and descend the stairs
Wheelchair Passengers who are completely immobile. They require a wheelchair to and from the aircraft
WCHC
(Chair) and to and from their seat
Set of rules and regulations recommended by JAR OPS (Joint Regulations) adopted by the
Civil Aviation
CAR OPS DGCA (Directorate General Civil Aviation), These are the procedures that Emirates“ Airline
Regulations
abide by
The Federal Aviation Administration (FAA) is an agency of the United States Department of
Federal Aviation
FAA Transportation with authority to regulate and oversee all aspects of civil aviation in the U.S. It
Agency
is the single most influential governmentally run aviation agency in the world
General Civil The GCAA are the national body governing civil aviation in the Gulf. The GCAA looks after
GCAA
Aviation Authority the interests of ICAO and oversees the implementation of the aviation standards set by them
International
International governing body responsible for determining and maintaining standards in
ICAO Civil Aviation
international aviation
Organisation
International This is the organization of international and domestic airlines that have agreed on and set up
IATA Air Transport rules and regulations relating to; fares, safe air transport etc. They work in co-operation with
Association ICAO
The JAA is an associated body of the European Civil Aviation Conference (ECAC)
representing the Civil Aviation Regulatory Authorities of a number of European states, who
Joint Aviation
JAA have agreed to cooperate in developing and implementing common safety regulatory
Authority (Europe)
standards and procedures. It’s work has extended to - operations; maintenance; licensing
and certification/design standards of all classes of aircrafts
General Terminology
Initial Term Description
CB Circuit Breaker A device that automatically stops an electric current if it detects abnormal electrical activity
Cabin Crew
CCST The Department in charge of Service Training
Service Training
Emergency
EES Evacuation The EES is a cabin simulator which is used to replicate on board emergencies
Simulator
Greenwich Mean The ‘mean’ or standard of time. Time used to simplify and reduce the possibility of error
GMT / Zulu
Time / Zulu when dealing with more than one time zone, or recording times
Safety and +
Specific procedures that the company implements in accordance with National and
SEP Emergency
International aviation regularity bodies (e.g.: GCAA, ICAO)
Procedures
The department allocating crew duties, standbys and days off. They are responsible for
Scheduling
ensuring that all flights are allocated sufficient operating crew
Standard
Rules which are set by the governing bodies of aviation e.g.: ICAO, CAR Ops which cabin
SOP Operating
crew follow and are trained on
Procedures 40
Service Terminology
Initial Term Description
Amenities A galley container which may contain coasters, napkins, plastic bags, etc
Cabin Service The CST is a replica of the interior of an aircraft cabin in which learners have the opportunity
CST
Trainer to practice in a realistic environment
Catering The department which supplies service items (e.g. meals, beverages and toys)
Metal or plastic boxes loaded into the aircraft galleys for the stowage of items e.g. bottles,
Containers
melamine, cups, saucers, amenities etc.
Dry Stores A galley container filled with tea, coffee, biscuits, sugar etc.
Hot Cups An electrical jug to heat water
Hollowware A galley container filled with tea pots, coffee pots etc.
In-flight Service The distribution of amenities and refreshments to passengers during a flight
Melamine Dishes used on board the aircraft in the Economy cabin
Skywards Emirates frequent flyer programme
Security Terminology
The following is an explanation of terms used within training:
Term Description
Simple and easy to use techniques designed for cabin crew to use as a last resort when a
Advanced Restraint Techniques
disruptive passenger endangers the safety of the aircraft, passengers, crew or themselves.
Dealing with difficult situations by trying to diffuse them and turn them into a win win outcome.
With ‘Air Rage’ on the increase globally, it is necessary for cabin crew to use and develop skills
Conflict Management to resolve conflict. Our actions when confronted with a threatening situation can be instinctive or
planned. However, we must remember that we have rules to follow which are set by company
policy and legislation.
Seizing control of a public transport vehicle, such as an aircraft in order to achieve goals. In
Hijacking Emirates the primary aim of the cabin crew is to help ensure a safe outcome and the reaction of
the cabin crew can have a significant effect on this.
Least Risk Bomb Location (LRBL) Assigned area on board an aircraft to place the suspicious device.
Searching the aircraft for any suspicious items (pre-departure and after arrival). Carrying out
Security Checks thorough Security Checks in the aircraft cabin is a legal requirement and the responsibility of
every crew member and a vital part of their job.
Weapons Recognition The familiarization of different types of weapons that could be brought on board the aircraft.
Term Description
Abdomen Part of the body between the chest and the pelvis, containing digestive organs
This is a series of steps that cabin crew will follow when dealing with a collapsed casualty:
Action Plan (DRSABCD)
Danger, Response, Shout for help, Airway, Breathing, Compressions, Defibrillator
An accessory or auxiliary agent or measure. E.g. An oropharyngeal airway is an airway
Adjunct
management adjunct
Agitated When someone is restless or unable to be still
The passage through which air enters and leaves the lungs. Also known as the nose, mouth and
Airway
trachea
41
Term Description
The body’s abnormal reaction to a substance such as food or pollen, the skin may become red,
Allergic reaction
rash, lips may swell and face may swell
Amputation Complete or partial removal of a part of the body
Anatomy Refers to the structures of the body
Anaphylactic Reaction/ It is a severe allergic reaction affecting the whole body, resulting in a drop in blood pressure and
Allergic Shock difficulty in breathing. It can be gradual or sudden in onset and potentially fatal.
Chest pain of a crushing nature, experienced when narrowed coronary arteries are unable to
Angina meet the demands of physical exertion, stress or excitement. This is particularly so as a result of
mild hypoxia associated with cabin altitude
Antipyretic A medication that reduces fever
Appendicitis Inflammation of the appendix
Appendix A short, closed tube attached to the large intestine
Movement of air into and out of the lungs by artificial means, commonly known in first response,
Artificial ventilation
as mouth to mouth
Before taking any action to deal with a medical emergency, cabin crew should be able to gather
information regarding the casualty’s condition through these methods:
To check for consciousness: To ask for history:
A – alert S – signs and symptoms
Assessment V – response to voice A - allergies
P – response to pain M - medications
U – unresponsive P – past medical conditions
L – last meal
E – events that may trigger
A condition in which the air passages of the lungs go into spasm and constrict, due to irritation
Asthma and allergic reactions, making breathing difficult (especially breathing out causing wheezing
sound)
Movement of air into and out of the lungs by artificial means, commonly known in first response,
Artificial ventilation
as mouth to mouth
A material used to hold a dressing over bleeding wounds, burns or fractures. It can also be used
Bandage
to support and elevate an injured limb
Injury of a part or organ as a result of changes in the barometric pressure. E.g. injury to the ear
Barotrauma
due to increased cabin pressure
Basic life support (BLS) Maintenance of the airway, breathing and circulation
Flat bone (also called sternum) which forms middle of chest and helps separate and support the
Breastbone
ribs
An injury that does not break the skin but causes damage to the small underlying blood vessels
Bruise
(capillaries) which leads to an internal bleed and causes discoloration beneath the skin
Damage to the skin caused by extremes of temperature – hot or cold; chemicals; corrosive
Burns substances; electricity; friction and radiation. It is classified as superficial, partial thickness and
full thickness
Cardiac Arrest It refers to an unresponsive casualty who has no breathing and no signs of circulation.
It is an emergency medical procedure for a victim of cardiac arrest which is a combination of
Cardio-Pulmonary Resuscitation
rescue breathing and chest compressions. Provides oxygen and pumps the blood around the
(CPR)
body.
Carotid artery The main artery supplying blood to the head. The carotid pulse can be felt in the neck.
Casualty A person, alive or dead, who has suffered an accident or sudden illness.
The process of delivering a baby. It has 3 stages:
1st stage – full dilation of cervix, mother’s body is preparing to give birth
Childbirth
2nd stage – delivery of the baby
3rd stage – delivery of the placenta (after birth)
A partial or total obstruction of the airway caused by a foreign object, e.g. food, peanuts, a small
Choking
toy, etc.
Clammy An unpleasant sticky, moist damp feeling on the skin
Clonic Uncontrolled, rapid body movements
Collapsed To suddenly fall down due to illness/injury
Coma Complete unconsciousness when all reflexes are absent
Compression To apply pressure
42
Term Description
Conscious Awake, alert, responsive (physically and verbally).
A term used in reference to a wound or other surface that has been infected with bacteria; may
Contaminated
also refer to polluted water, food or drugs.
Coronary arteries The vessels which delivers oxygenated blood to the muscles of the heart
Defibrillator A machine which delivers an electric shock to the heart. It is used for Cardiac arrest
Dehydration Excessive loss of water, sugar and salt from the body.
Lack or inability of the body to use insulin effectively. Insulin regulates blood sugar. It may result
Diabetes
to Hypoglycaemia or Hyperglycaemia.
Dilation The process of expanding or enlarging
Disabled Lacking one or more physical abilities
Dislocation Injury in which bones at a joint are pushed out of normal contact with each other.
Dislodge Remove from a previously fixed position
Disorder An illness or medical condition.
Drowsy Heavy with sleepiness.
An auto-injector which contains epinephrine – a hormone that reverses the effects of
Epipen
Anaphylactic Reaction.
Euphoria An exaggerated feeling of well being.
A tube that connects the ear to the back of the throat. This tube is used to ‘equalise’ pressure
Eustachian tube
by swallowing or popping.
A sudden illness, usually vomiting and diarrhoea caused by eating food contaminated with
Food poisoning
bacteria.
Fracture A break or crack in a bone.
Gestation The period that the mother carries the baby in the uterus until childbirth occurs
Heart The hollow, muscular organ that pumps blood around the body.
Hereditary Inherited/passed down from ancestry i.e. Parents grand parents.
A spasm of the diaphragm producing a sudden breathing in of air resulting in a characteristic
Hiccups
sharp sound.
Red or white raised patches on the skin, often associated with severe itching; a characteristic
Hives
reaction in allergic responses.
Hypoxia Low oxygen content in the blood, tissues and body cells.
Inhaler (puffer) A device to deliver a regulated dose of asthma medication e.g. Ventolin
Used to aid in the diagnosis, monitoring or treatment of medical conditions. Emirates aircrafts
carry medical kits/equipment which includes: First Aid Kit (FAK), First Aid Pouch (FAP),
Medical Equipment
Emergency Medical Kit (EMK), Supplementary EMK, Tempus IC, Universal Precaution Kit,
oxygen bottles and resuscitation kit.
It is an Emergency Medical Advise Centre based in the USA, involving medical doctors on
Medlink ground that operate on a 24-hour basis to assist cabin crew when dealing with a medical
situation on board.
Failure of the circulatory system (heart, blood and blood vessels) to supply an adequate amount
Medical Shock
of blood and oxygen to the organs/tissue.
Nausea An unpleasant sensation felt usually before vomiting.
Navel The ‘belly-button’, point of connection where the umbilical cord was attached.
Nostril Either of the two openings at the end of the nose.
Pale To have a ‘whitish appearance/colour, usually because of illness, shock or fear
43
Term Description
Panadol is an analgesic for mild pain; also used as an antipyretic.
Panadol Generic Name: Acetaminophen
Brand Name: Datril, Tylenol, Panadol, Phenaphen, Tempra and Anacin III
An ulcer or a sore in the lining of the esophagus, stomach, or duodenum, usually caused by a
Peptic ulcer
bacteria.
A substance produced by the anthers of shed bearing plants consisting of numerous fine grains
Pollen
containing the male fertilising cells.
Profuse A lot, excessive.
Resuscitation The act of reviving an unconscious or apparently ‘dead’ casualty.
Scald A burn caused by hot liquid or steam.
Semi-conscious Slightly disorientated state of partial consciousness.
Slurred Word pronounced or spoken un clearly.
Spasm Sudden, involuntary contraction of a muscle, or group of muscles
Bundle of nerve tissue extending from base of brain to lower back; surrounded and protected
Spinal cord
by the spine.
Sterile Free from living organisms, such as bacteria
Sting Sharp pain caused by a bite of an insect
A condition resulting from a bleed or blood clot in a blood vessel of the brain, often involving
Stroke
partial paralysis and loss of speech.
Swelling An enlargement of a part of the body as result of injury or infection.
Tenderness Pain felt when touched
Tingling Feeling a prickling or stinging sensation of the flesh, as from cold or excitement
Tremor Shaking or quivering movements of the body especially hands.
Without response; an abnormal state in which the body’s control mechanisms are impaired or
Unconscious
lost. Casualty appears as if they are in a deep sleep.
Umbilical cord A flexible structure/cord connecting the foetus/baby to the placenta
A suspension of dead or weakened micro-organisms for inoculation to produce immunity to a
Vaccine
disease
The lower part of the female reproductive tract extending from the cervix to the vulva: the birth
Vagina
canal
Any blood vessel that carries deoxygenated blood from the tissues to the heart then from the
Vein
heart to the lungs.
Ventricular fibrillation A chaotic irregular heart rhythm which is the main cause of cardiac arrest.
A high-pitched, whistling sound while breathing out characteristic of an obstruction or spasm of
Wheeze
the airway. Usually associated with asthma.
The above glossary is based on definitions from a variety of Medical literature sources, though many words have been further simplified
for the purpose of ease of understanding particularly for those students for whom English is not the Mother tongue.
44