Turnaround and Inflight Procedures: - Tips Manual

Turnaround and Inflight Procedures Page |1
Turnaround and Inflight Procedures
— TIPs Manual —
Issue 18, Revision 0
4th June 2019

Contents
Introduction 5
What’s in this guide? ................................................................................................................................. 5
Your role as cabin crew in Ryanair .......................................................................................................... 5
Crew belongings ........................................................................................................................................ 7
What else do I need to know?................................................................................................................... 8
25 minute turnaround procedures ................................................................................................. 8
Inflight flow of service ..................................................................................................................... 8
1 25 Minute Turnaround 9
1.1 What part do cabin crew play in the 25 Minute Turnaround? .................................................... 9
1.2 When should I be at the aircraft on the first flight of my day? .................................................... 9
ARRIVAL ................................................................................................................................................................... 9
1.3 When should the No. 4 go to the gate on turnarounds? ............................................................... 9
1.4 When should boarding begin? ...................................................................................................... 11
1.5 What should the No. 4 be looking for during boarding? ........................................................... 11
PRIORITY ........................................................................................................................................ 11
What do I do if a non–priority passenger is in the priority queue? .......................................... 11
What happens if we are bussing the passengers? ....................................................................... 12
BAG .................................................................................................................................................. 12
How do the crew ensure that passengers place their bags under seats? ................................. 12
What impact does this have on crew? .......................................................................................... 13
1.6 What do the rest of the crew do while the No. 4 is marshalling? .............................................. 13
1.7 What do the security checks involve? .......................................................................................... 13
1.8 Security Check / Search Record ................................................................................................... 13
1.9 What do I do if an Inspector comes onboard my aircraft? ......................................................... 13
1.10 What is required in the cleaning of the aircraft? ......................................................................... 14
1.11 How do we dispose of gash? ......................................................................................................... 15
1.12 What should I do with lost property? .......................................................................................... 15
1.13 What other checks should be completed on the turnaround? .................................................. 15
1.14 Where can crew members travelling on staff or duty travel sit? .............................................. 16
ARRIVAL +10 ........................................................................................................................................... 16
1.15 What are crew’s duties during boarding? ................................................................................... 16
1.16 How do the crew ensure all of these duties are carried out on the aircraft? ............................ 18
ARRIVAL +20 ........................................................................................................................................... 18
1.17 When should a headcount be carried out? .................................................................................. 18
1.18 What if the crew are asked to carry out a headcount because there is doubt in the
accuracy of the LID figures? .......................................................................................................... 19
1.19 What time should the aircraft doors be closed? .......................................................................... 19
1.20 Who adjusts the handrails? ........................................................................................................... 19
1.21 What if there is a delay? ................................................................................................................. 20
1.22 How do crew deal with difficult situations during boarding? ................................................. 20
ARRIVAL +25 ........................................................................................................................................... 20
1.23 What should the crew be doing now? ......................................................................................... 20
1.24 LOFO – Last On to Last Off ......................................................................................................... 20
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2 Inflight Flow of Service 23

2.1 Why are sales important? .............................................................................................................. 23
2.2 What’s in it for me? ......................................................................................................................... 23
2.3 What is the average spend? ........................................................................................................... 23
2.4 How do I prepare myself for sales? .............................................................................................. 24
2.5 What if a passenger has an allergy?.............................................................................................. 24
Inflight Flow of Service ........................................................................................................................... 25
What is the flow of service? .................................................................................................................... 25
INFLIGHT CATALOGUES .......................................................................................................................... 25
2.6 When should I distribute the inflight catalogues? ...................................................................... 25
2.7 How should the inflight catalogues be distributed? .................................................................. 25
2.8 Why does the inflight catalogue distribution matter? .............................................................. 25
HOT FOOD ORDERS ............................................................................................................................. 25
2.9 Why do we do food orders? .......................................................................................................... 25
2.10 What if there is no hot food onboard? ......................................................................................... 26
PRE-ORDER ONLINE SERVICE........................................................................................................... 26
2.11 How does it work and what is the benefit for our customers? ............................................... 26
2.12 Before departure ............................................................................................................................. 27
2.13 Inflight ............................................................................................................................................. 27
DRINK SERVICE ..................................................................................................................................... 28
2.14 What do we have to do before we can commence the drink service? ...................................... 28
2.15 Can we open the bars on the ground in a delay situation? ........................................................ 29
2.16 How should I set up my trolley?................................................................................................... 29
2.17 Which way do the trolleys go in the cabin? ................................................................................. 30
2.18 How do I find out about what products we have? ..................................................................... 30
2.19 What sales techniques can I use to improve my average spend? ............................................. 30
2.20 Purchasing of products on board ................................................................................................. 31
2.21 Can I use onboard ovens to cook food I have brought to work? ............................................... 32
2.22 Can we heat baby food onboard? ................................................................................................. 32
2.23 What are the cash procedures onboard? ...................................................................................... 32
2.24 How do we close off the bars?....................................................................................................... 33
2.25 How many bar services should be completed? .......................................................................... 34
SCRATCHCARDS SERVICE ................................................................................................................. 35
2.26 What is the procedure for selling scratchcards? ......................................................................... 35
GIFTS TROLLEY ...................................................................................................................................... 35
2.27 When does the gifts trolley service take place? ........................................................................... 35
2.28 Can I purchase products from the gifts trolley?.......................................................................... 36
BUS TICKETS ........................................................................................................................................... 36
2.29 What is the procedure for selling rail / bus tickets? ................................................................... 36
GASH ........................................................................................................................................................ 36
2.30 What is the gash procedure? ......................................................................................................... 37
2.31 When should the toilets be closed?............................................................................................... 37
PUNCTUALITY ANNOUNCEMENT.................................................................................................. 37
2.32 When do we play the punctuality announcement? .................................................................... 37
2.33 What else do I need to know?........................................................................................................ 37
2.34 How do we lodge the bars? ........................................................................................................... 38
2.36 What are the main points mystery passengers are checking for when conducting audits? 38
2.37 How do I ensure I deliver excellent customer service? . . . . . . . . . . . . . . . . . . . 39
A Zulu Times 41
Summer . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 41
Winter . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 41
B Transfer Policy 42
C Sales and Service On-board Announcements 44

New Onboard Policy ............................................................................................................................... 44
General PA Guidance .............................................................................................................................. 44
What is your objective .................................................................................................................... 45
Language ......................................................................................................................................... 45
Visual ................................................................................................................................... 45
Audio ................................................................................................................................... 45
Kinesthetic (action oriented)............................................................................................. 45
Top emotionally charged words ................................................................................................... 45
Make it personal ............................................................................................................................. 46
How will they feel? ......................................................................................................................... 46
Tone of voice .................................................................................................................................... 46
Standard Public Announcements .......................................................................................................... 46
Breakfast PA ................................................................................................................................................................... 46
Lunchtime PA ................................................................................................................................................................ 46
Evening food service PA .......................................................................................................................................... 47
2nd PA for flights over 90 min ........................................................................................................ 47
Newspapers & Magazines PA............................................................................................................................... 47
Gifts PA – Flights less than 1 hour ................................................................................................ 47
Standard gifts PA ......................................................................................................................................................... 47
Duty Free PA .................................................................................................................................................................. 48
Scratch Card PA............................................................................................................................................................ 48
Bus and Rail Tickets PA ............................................................................................................................................ 48
Car hire PA ...................................................................................................................................................................... 48
D vPOS 49
Receiving a new device ........................................................................................................................... 49
Return of faulty devices .......................................................................................................................... 49
Return of assets on termination or role change .................................................................................... 49
vPOS security incident and reporting ................................................................................................... 50
Return of tampered devices ................................................................................................................... 50
Reporting lost or stolen devices ............................................................................................................. 51
Tamper and substitution inspection ...................................................................................................... 51
vPOS and PED in use .............................................................................................................................. 51
Pre–Flight ........................................................................................................................................ 51
In–Flight ........................................................................................................................................... 52
Post–Flight ....................................................................................................................................... 52
E Staff Travel Policy…………………………………………………………………………………..53
Introduction
What’s in this guide?

This guide covers inflight procedures other than safety, which are detailed separately in the SEP
manual and Operations Manual Part A. In the event of any conflict between procedures in this guide
and the Operations Manuals, the Operations Manuals take precedence.
Your role as cabin crew in Ryanair

We expect and rely on our crew to report for duty on time. To ensure this happens, you should
ensure the following:
• Understand your rostered report times. The airline industry communicates in zulu times and
it is imperative that you understand this thoroughly. The times stated on your roster are the
departure times of your rostered flights in zulu. Crew are required to report for duty 45 minutes
prior to departure therefore you need to establish your local report time relative to the zulu
time stated. Zulu times are explained in appendix A on page 40.
• Airport standby and airport duty must be carried out in the crew room from the time printed
on your roster. You must take part in the last briefing on the aircraft and you must be
contactable at all times on the crew room telephone or your mobile telephone. Under no
circumstances are crew permitted to leave their duties before the end of the rostered shift. Any
exceptions to this will be confirmed in advance by crew control. You may be assigned specific
tasks / duties by your Base Supervisor whilst on airport standby or airport duty. You must also
ensure that you are contactable at all times while carrying out these tasks.
• A rostered “study day” is to be completed in the crew room for the duration shown on your
roster, unless otherwise approved by your manager.
• Customer Experience Line Checks: when “SLCK” appears on your roster, this refers to a
Customer Experience Line Check which will be conducted on your flights, similar to that of an
annual Safety Line Check. For full details please refer to cabincrewdock.com.
• Check your roster each Friday as all rosters are subject to change. Rosters can be checked as
early as 0001 on Friday every week.
• Check crewdock – crewlink systems or IDP on your vPOS each day to ensure you are aware of
any notifications of roster changes which can include pattern changes, lates to earlies, earlies to
lates, etc.
• It is your responsibility to ensure your contact details held by crew control are up–to–date and
to ensure that you are contactable at all times when on standby. Remember that mobile phone
coverage can sometimes be unreliable so crew should provide a secondary number to ensure
that we can reach you while on standby. You can update your details by creating a new entry
on Crewlink in ‘my contact addresses’. Crewing will try to give as much notice as possible
when calling crew from standby, however, if called with minimal notice, crew will have a
maximum of one hour from the time they are called to report for duty.
• It is also your responsibility to ensure your travel documents are up to date on the crewlink
system at all times.
• If you are called from home standby or airport standby to operate a flight(s), it is your
responsibility to ensure the Captain is aware of the time your duty started.
• You must ensure that any changes to your personal details including telephone numbers,
address, new passport, e–mail address, etc. are up to date. Again, this is your responsibility.
• At the start of each duty all crew must check in on crewlink – crewdock. Failure to sign in on
crewlink before your report time will result in a late being recorded on your roster and a note
placed on your file. The crewlink system should be accessed through crewdock. All crew must
check crewdock for new memos at the start of their duty and read all compulsory and
noncompulsory memos. Compulsory read memos must be ticked to verify that they have been
read and understood. Prior to returning from leave or days off you must ensure you have read all
memos, SPI’s, TI’s, etc. published on www.cabincrewdock.com.
• It is the responsibility of the crew member to ensure they arrive with all the necessary travel
documentation to operate i.e. Airport ID and passport. If a crew member arrives without their
Airport ID they will be denied access to the airport and will not be able to operate. In
exceptional circumstances if a crew member forgets their passport they may be permitted to
operate their flights provided they have sought authorisation through Operations when they
report for duty. It is the crew member’s responsibility to ensure that they renew their Airport
ID and passport prior to the expiry date. If for any reason your passport is lost or stolen it must
be replaced within 7 days. In such circumstances your Base Supervisor must be informed so
they can seek authorisation for you to be able to operate without your passport until the end
of the 7 day period when you will be expected to have replaced your passport. In case your
Attestation is lost or stolen, you will not be able to fly until a new attestation is produced (note
that issuing a new attestation may include a cost, to be deducted via salary deduction). In order
to get a new one, you must report it to the police and the police report should include:
1. The name of the person reporting the loss / theft.

2. The name of the officer it was reported to (and their badge number if available)
3. What was lost / stolen.
4. The name of the police / Garda station it was reported to.
5. Printed on headed paper.
In case the police report is written in any other language than English, an official translation to
English is required.
In Ireland, An Garda Siochána uses a “pulse system” when things are reported. Crew must
include the pulse identifier number on the report.
• There will be occasions when crewing may have to roll crews due to lateness, no shows,
sickness or for other operational reasons. This may result in you being removed from your
rostered duty and/or added to additional sectors or allocated to other departing flights in order
to minimise delays to our passengers. You may also be changed to airport or home standby.
You must comply with any such requests.
• Individual fixed roster patterns are planned but not guaranteed. You have no contractual right
to a particular shift pattern and the company reserves the right to amend or alter roster patterns
based on operational requirements. In addition, the company is entitled to remove a day off
from you. This will appear on your roster as “Flexi”. Ensuring there is adequate coverage in the
bases will always take precedence over any agreements.
• Crew swaps are available in order to attain additional days off, however this is dependent on
individual crew hours as well as crew hours within each base. Strict procedures must be
adhered to when applying for a swap, which are listed below:
– It is your responsibility to find someone to swap with and make sure the swap form is
completed and signed by both crew members. Under no circumstances can anyone other than
the two parties involved sign the document as this will be treated as forgery.
– Swaps must be submitted to the Base Supervisor 12 days in advance.
– Depending on the CLA in place in each country, Crew have the possibility to apply for
Swaps Online (i.e. on crewdock.com).
– CSA’s can swap with CSA’s and Junior CSS. Junior CSS can swap with CSA and other
Junior CSS. CSS can swap with CSS.
– When someone is trying to swap with NEW CSA – ensure that there will not be more
than two NEW CSA’s working together.
– When a line check has been assigned to either of the crew members involved in the swap
the swap will be automatically denied.
– Crew can only swap one day off when having three days off i.e. first day OFF out of three
would be able to swap on to a late shift, third day OFF out of three – would be able to
swap on to an early shift. The second day cannot be swapped under any circumstances.
– Crew can only swap flight duties (including HSBY or ASBY) with a day OFF, swaps
between flight duties or from flight duties to HSBY will not be authorised.
• All bases need to apply for an even distribution of annual leave every month. If rostering does
not receive the requirement of annual leave applications then the company will have no
alternative than to allocate some annual leave days to the crew. Although we understand crew
do not like to have their annual leave allocated, there is no alternative as for operational reasons
we must comply with the correct proportion each month. Allocation will be done in the fairest
way possible.
• If you are absent from work through sickness you must follow the correct absence procedures
– please see Fact Sheet 3 of the Rough Guide or check with your Base Supervisor (i.e. different
procedure is in place for Spanish bases). You must keep crew control and your Base Supervisor
– Manager updated with the length of your absence and remain contactable.
• In the event you offload yourself from a flight, you must contact crew control. If you are the CSS
and a JU crew is offloading him or herself from the flight, you need to make sure that either you
or the flight crew contact crew control / operations. You also need to submit a report (Cabin
Crew report – Crew member unwell) on Coruson reporting system.
• When reporting for work you must ensure you are fully groomed in accordance with Ryanair
Grooming Regulations. Full details of these regulations can be found on crewdock. If you need
to wear glasses make sure you carry a spare pair in your crewbag.
• Crew must be prepared to be based in their initial base for a minimum of one year, however,
on most occasions this period will be longer than one year. The ease in which you can achieve
a transfer is dependent on operational requirements in the particular base you are currently in
and that which you wish to transfer to, i.e. if a base is gaining an aircraft you have more chance
of getting the transfer to that base and vice versa. Details of the company’s transfer policy can
be found in appendix B.
• You will be required to attend annual training for CRMS and triennial training (3R/T), as well
as any additional training courses at the company’s request (i.e. AGB, 737-8200). When you see
3R/T or other training on your roster it is your responsibility to check with your Base
Supervisor if you are required to complete the e-learning module prior to the course. If flights
or overnights are required for training or other purposes please check with your Base
Supervisor for flight and hotel details at least 5 working days prior to travelling. If for any
reason you cannot travel you must contact your Base Supervisor to have your hotel cancelled.
If it is outside of office hours you must cancel the hotel reservation yourself. This is extremely
important as failure to do so will result in a salary deduction for the cost of the hotel. You must
ensure you receive a cancellation number or cancellation e–mail which should be forwarded to
your Base Supervisor.
• For all training days, you must ensure that you check your Crewlink duty plan or IDP on your
vPOS which will show the start and finish times of the course.
• Any annual or unpaid leave requested and planned for the month or the month previous to
‘expiry dates’ for training may be cancelled in order to facilitate training, so please take this
into consideration when applying for any leave.
Crew belongings
As per SEP Manual Procedure, Crew baggage are always to be stowed behind the trolleys in the galleys,
or where this is not possible due to the configuration of A/C or disposition of the trolleys themselves:
• N1 and N4 will use overhead locker 3ABC;
• N2, N3 and SNY CC will use overhead locker 32ABC/DEF.
Bags must be monitored for the whole duration of the flight.
What else do I need to know?

Apart from safety which is covered in the SEP Operations Manual Part A there are two main areas
which are fundamental to Ryanair’s operation.
25 MINUTE TURNAROUND PROCEDURES

The 25 minute turnaround procedures clearly set out what everyone’s role is during our
turnarounds. This is a short period of time in which several duties must be completed, so it is
essential that everyone clearly understands their role. These procedures are designed to ensure our
aircraft are properly security checked, cleaned, and depart on time, maintaining our industry beating
punctuality.
INFLIGHT FLOW OF SERVICE

The inflight flow of service tells you what you need to do in order to complete the service onboard,
provide great customer service and maximise onboard sales. Following this process will help you
achieve your sales targets and increase your monthly sales bonus payment.
Note that all of these duties, along with those detailed in the SEP Operations Manual, form part of
the core responsibilities of cabin crew. They are not optional and failure to implement them may
result in disciplinary action.
Chapter 1
25 Minute Turnaround
On page 10 you can find the 25 Minute Turnaround document issued by Ryanair ground operations
to all handling agents, pilots and cabin crew and you should keep up to date with the most recent
version from the boarding section of cabincrewdock.com.
1.1 What part do cabin crew play in the 25 Minute

Turnaround?
The 25 Minute Turnaround is the cornerstone of Ryanair’s operation – cabin crew have an integral
part to play in ensuring that Ryanair retains its number one position as the most punctual airline in
Europe. It is vital that the crew follow all the procedures correctly and do so efficiently in order to:
• Organise passengers according to their allocated seat number.
• Accurately check boarding cards.
• Organise bags under seats.
• Ensure the correct number of passengers are onboard.
• Ensure the doors are closed 5 minutes before scheduled time of departure.
All crew members must be in possession of the latest version of the 25 Minute Turnaround document at all
times.
1.2 When should I be at the aircraft on the first flight of my

day?
• Crew should be at the aircraft as soon as possible however no later than 35 minutes prior to
departure to allow for briefing at the aircraft, pre–departure inspections (PDIs) and security
checks, as boarding must commence at 25 minutes prior to departure .
ARRIVAL
1.3 When should the No. 4 go to the gate on

turnarounds?
• The No. 4 should always go to the gate once the last passenger has disembarked, without
exception. A common error is for crew to remain on board the aircraft for the duration of
boarding when they should be at the bottom of the steps. This is unacceptable and any breaches
of this procedure will be treated seriously. The No. 4 will collect the passengers from the gate
and marshall them to the bottom of the aircraft steps and remain marshalling for the duration
of boarding unless fuelling is taking place or when the number of passengers who have
boarded the aircraft exceeds 150. The SEP manual clearly details this process.
Turnaround and Inflight Procedures P a g e | 10
Figure 1.1: 25 Minute Turnaround
• Only the No. 4 is permitted to leave the aircraft in order to go straight to the gate after the last
passenger to complete boarding or marshalling as required by the ground handling agent,
including where a remote stand is in use. (Refer to Operations Manual Part A, SEP).
• The No. 4 must go directly to the gate, without deviation. They are not permitted to go to any
shops, etc. en–route.
• Crew members are not permitted to purchase duty free from duty free shops / vans at any time
during their duty.
• Crew are not permitted to smoke on turnarounds.
• In the event of an aircraft change the No. 4 should return to the original aircraft to collect their
crewbag, proceed to the new aircraft with all other crew, deposit their crew bag and then go
straight to the gate.
1.4 When should boarding begin?

• Always default to boarding, i.e. follow the last passenger off the aircraft and begin boarding
immediately. If the crew are cleaning the aircraft the passengers should wait at the bottom of the stairs
until the crew have finished and the safety strap is pulled back.
• Do not wait for a “thumbs up” or other signals from either cabin crew or flight deck. There is
no such thing as the “thumbs up” in our boarding process. Our policy is simply that boarding
must commence immediately.
• In some rare occasions when boarding takes place during a particularly heavy rain storm, after
seeking the approval of the flight deck, cabin crew should ensure that the cabin doors are closed
in order to prevent flooding in the cabin. In the event that rear stairs are still present, ground
crew must retract the handrails and remove the steps.
1.5 What should the No. 4 be looking for during

boarding?
Prior to the crew arrival, airport staff should have already organised the passengers, checked their
passports and pre–boarded them. If this has been done then passengers should be ready to board
the aircraft in an orderly fashion. If you note that ground staff have not done this, the No. 4 should
advise the CSS so this is reported on Inflight report and on Crew Reporting system and a follow up
action can be taken with the airport concerned.
During the boarding process Inflight’s responsibilities lie with the following two checks:
1. Priority / Allocated Seating

2. Bag
PRIORITY
The first item to check when you arrive at the gate is to ensure passengers are in two queues – at each
airport there will be a “priority” queue and another queue for all “other” passengers.
• Priority – Passengers have paid to be in this queue so they board first and you have a
responsibility to ensure passengers get the service they pay for.
• If queues have not formed or there is no clear sign of who the priority passengers are, crew
should take the initiative and organise yourself, report the issue to your CSS and record it on Crew
Reporting system.
What do I do if a non–priority passenger is in the priority

queue?
• If a non–priority passenger joins the priority queue they must be sent to the back of the “other”
queue.
• Do not allow them to join the front of the non–priority queue – this will only cause complaints
from non–priority passengers who have queued correctly.
What happens if we are bussing the passengers?

• If passengers are being bussed ground operations should ensure that bussing procedures allow
priority passengers to board the aircraft first. If these procedures are not in place it must be
recorded on Crew reporting system.
• Ryanair’s booking terms and conditions state that passengers may only carry one small
personal bag on board (max 40x20x25cm) that must fit under the seat in front of them (If they
bring a second bag to the gate or if the small bag is too big, they will be charged a fee of €25).
• Priority Boarding are allowed 1 additional 10Kg trolley bag on board; it can be booked at the
moment of purchasing ticket or later on the Website or through the App.
• Non – Priority Boarding are allowed to have a 10kg Check-in Bag (not on board); it can be
booked at the moment of purchasing ticket or later on the Website (until STD -40min), or it can
be eventually added at the airport bag drop or at the boarding gate. It will be placed in the hold
and collected on arrival on the belt.
• Small carry–on bags (max 40x20x25cm) are guaranteed in the cabin.
• If a passenger enters the aircraft with their bag tagged crew should politely advise the
passenger to leave their bag at the bottom of the steps where possible or to one side in the
galley area after which it will be placed in the hold.
• Crew should look out for “Passenger receipts” on the boarding cards. In the event that a bag
tag is ‘lost’ between the boarding gate and the aircraft, advise the passenger to leave their bag
in the galley area in which it will be placed in the hold.
• Organizing the transfer of baggage to the hold can take some time, so the earlier that we
identify and address the issue, the quicker we can turnaround the aircraft.
• If passengers comply and airports implement the rules correctly then bags that make it
onboard should easily fit under seats and there should be no requirement for crew to look for
space elsewhere in the cabin. In short, the bag goes under the seat or goes off the aircraft if it
doesn’t fit. The number of bags offloaded must be recorded on the inflight report for follow up with
the airport.
How do the crew ensure that passengers place their bags under
seats?
During boarding the crew must ensure that they complete the following in order to ensure passengers
comply with our underseat stowage policy and to avoid unnecessarily offloading bags:
• The CSS (and No. 2 can assist) must complete, word for word, the cabin baggage PA at regular
intervals during boarding. ‘Ladies and Gentlemen, you are all very welcome on board this
Ryanair Flight, FR XXXX to XXXX. Please move along the cabin aisle and take your seat as
quickly as possible. Please stow your cabin bag under the seat in front of you with the
exception of passengers occupying row 1 ABC, row 16 and 17 and row 2 DEF (for B737-8200:
…with exception of passengers occupying row 1ABC, row 17, 18, 28, 29 and row 2DEF...”). Thank
you’.
• In the event of an Air Traffic Control delay/slot, the following announcement should be
incorporated in to the boarding PA: ‘We have been given an Air Traffic Control slot and will
be delayed by XX minutes if we do not depart in XX minutes. May I ask you to please take
your seats immediately to prepare for departure. Thank you for your cooperation.’ (repeat)
• Crew must verbally instruct every passenger to place their bags under their seat. It is essential
that all crew are proactive and engage with passengers on baggage stowage from the start of
boarding – do not wait until a problem develops.
• Crew must physically assist passengers to store smaller bags under the seat in front of them
and to ensure only large bags are placed in the overhead compartments, wheels first.
• Bags may also be stowed under the seats behind row 33 DEF (only if the configuration of the aircraft
permits it).
• If, as a last resort, a bag has to be offloaded, the passenger’s name must be noted for the bag to
be tagged. In order to do this the crew must take the passenger’s boarding card and present it
to the dispatcher when offloading a bag. The passenger must be asked if they have any
valuables, medication, batteries or passport etc. that they must remove from the bag prior to it
being removed from the aircraft and placed in the hold. Cabin crew are not permitted to carry
baggage tags – this equipment belongs to ground operations staff who are aware of the
appropriate tags that should be used so that the passenger and ground staff have a record of
the bag which has to go in the hold.
• Our “Flexi Plus” product offers flexible fares and extra product features such as 2 guaranteed
cabin bags and premium seats. Whilst we will offer Flexi Plus passengers the same industry
leading customer service that we offer all our passengers, crew should ensure that these
passengers are not requested to change seat allocation or move cabin baggage to the hold. In
addition to this, if there are spare Premium Seats onboard (rows 1 to 5, 16, 17), crew should not
allow other passengers who did not pay for these seats to move into the Premium Seats. There
may be exceptions to this rule, e.g. if you need to move passengers when dealing with a medical
issue, etc. however in general, the only passengers occupying Premium Seats should be those
who have prebooked and paid for this service.
What impact does this have on crew?
Ensuring that the correct baggage procedures have been followed means that bags will not have to
be offloaded when the passengers reach the aircraft and it will be easier for the crew to ensure
baggage is easily stowed under the seats. In short, it will make your life easier onboard, minimising
passenger confrontations etc. and speeding up our turnaround. If any airport fails to adhere to our
baggage policy, this must be recorded on Crew reporting system.
1.6 What do the rest of the crew do while the No. 4 is

marshalling?
During the turnarounds the crew remaining onboard should be:
• Conducting security checks.
• Cleaning to ensure the aircraft is in the same order as the first flight of the day.
• Conducting other general checks of the aircraft.
1.7 What do the security checks involve?

As soon as the last passenger has disembarked crew must immediately commence their security
checks. Please refer to the SEP manual for more guidance on security checks and the ‘restricted
memo’ dated 21st April 2016.
• All crew members must carry a copy of the restricted memo with them at all times.
• The restricted memo must be discussed at every briefing and each crew member informed of
exactly what they need to check.
• All crew members must adhere to the restricted memo without deviation whilst conducting
their security checks.
1.8 Security Check / Search Record

Upon completion of security checks / searches the cabin crew shall confirm to the No1 that all checks
/ searches have been completed (see Operations Manual Part A SEP).
Following this the No.1 will state via the PA “ready for boarding, date, flight number, destination”.
The No.2, via the PA, will have to repeat the “date, flight number, destination” back to the No.1.
1.9 What do I do if an Inspector comes onboard my

aircraft?
If this happens you must do the following:
• Challenge the Inspector, ask who they are and why they are boarding the aircraft and ensure
they show you valid identification and that the photo matches the face of the Inspector.
Challenge anyone who enters the aircraft, even if they are wearing a high viz vest, airport /
airline uniform, Ryanair staff or are familiar to you.
• All CSSs and Junior CSSs must carry copies of External Audit Forms. Two of these should be
filled out and one given to the Inspector and a copy given to your Base Supervisor. All sections
of the form should be completed, including the inspector’s name. It must also be reported
electronically on a Cabin Crew Report (category Inspections / External Inspection / External
Safety Inspection) on www.crewdock.com.
• If the Inspector comes on to the aircraft after you have commenced the security checks the
Inspector must be briefed as to what checks have taken place prior to the Inspector coming
onboard, if you do not supply this information you may unnecessarily fail the audit.
Also, be aware that internal security checks are also regularly conducted whereby a Ryanair
representative will audit crew compliance with security checks. In both internal and external audits,
the auditors will be checking that security checks are carried out as per the ‘Restricted Memo’ and
they may leave a package to see if it is discovered. Failure to discover the package or not comply
with the ‘Restricted Memo’ is an extremely serious matter.
1.10 What is required in the cleaning of the

aircraft?
Our aircrafts are cleaned every night by cleaning companies at each base and they are deep cleaned
once per month.
• It is the job of the first crew of the day to check that the night clean has been carried out to the
required standard, to report any deficiencies and to then keep it clean for the remainder of the
day. Deficiencies must be recorded on Inflight report.
• If there are any cleaning deficiencies at the start of the day this must be reported on the inflight
report form and on the checklist provided by the cleaning company.
• In order to ensure the quick turnaround of our aircraft the crew must ensure the aircraft is clean
and tidy and should collect as much of the gash throughout the flight leaving minimal cleaning
required on the turnaround.
• We do not employ cleaners to clean the aircraft during turnarounds, with the exception of
emergencies e.g. a passenger vomiting onboard. If there are no cleaners available in such an
emergency then the crew must make every reasonable effort to remedy the situation to ensure
all seats are available for an on–time departure. Our number one priority is our passengers.
• The aircraft should be as clean and tidy on all sectors as it was on the first sector. If crew take
over an untidy aircraft this should be recorded on the inflight Report, and a reported via Crew
reporting system (as it is a security issue).
• At the end of duties, the CSS should check that all ovens are still clean and if there were any
spillages during the flight, the same should be noted on the Cabin Defects Log Book and in the
Inflight Report Form.
1.11 How do we dispose of gash?

Some airports allow gash to be left at the bottom of the aft steps, as long as it has been tied up
properly, however, there are certain airports where this is absolutely prohibited. Your Base
Supervisor will be able to advise you on which airports allow / prohibit this, however, the following
rules apply:
• The CSS must advise the dispatcher immediately upon arrival if you have gash for disposal.
• The dispatcher will advise if it is an airport where gash can be taken to the bottom of the steps
or whether the gash bags should be stored in the rear galley until the cleaning company arrives
to the aircraft to dispose of the gash. When carrying gash, or any large bags down the aircraft
stairs, please ensure you carry a maximum of one bag at a time so that you have the other hand
free to use the handrail and remember bags are only permitted to be left at the bottom of the aft
steps.
• In the airports where you must wait for the cleaning company the gash should never be left at
the bottom of the steps as it could represent a safety concern by being blown or spilling on the
ramp. The company are liable for fines if gash is left unattended and it is your responsibility to
ensure that the procedure is followed correctly.
1.12 What should I do with lost

property?
Any items found in the cabin during the turnaround checks must be given to the dispatcher. For
items of value such as wallets, laptops, phones, etc. the item must be handed to the dispatcher for
offloading at the earliest possible opportunity (i.e. an item should not be carried back to base from
an outstation to be submitted at a lost and found desk / office).
The CSS must note on an inflight report the following details:
• The name of dispatcher who accepts charge of the lost item.
• Brief details e.g. model of phone or in the case of a wallet the amount of cash inside when
handed over.
• The crewcodes and signatures of all crew who witnessed the item being given to the dispatcher.
A witness is necessary for all lost property transactions.
The inflight report must be submitted to your Base Supervisor at the end of the day.
1.13 What other checks should be completed on the

turnaround?
As well as security and cleaning you should be checking the following:
• That you have sufficient potable water and the waste is not too full; there must be at least 1⁄8 of
a tank of water for the aircraft to depart. For all flights of 4 hours or greater the water and waste
should be at least 1⁄2 of a tank for the aircraft to depart. The only exception is FUE where the
aircraft should be fully serviced before leaving base. Details are available in your base of which
the best locations to have waste are / water services completed. Please consult this list prior to
requesting any service.
• The general appearance of the aircraft. This includes checking for:
– Out of service facilities e.g. boilers, lights, etc.
– Ovens and oven inserts are clean – all personal crew food must be cooked in an oven bag,
without exception. If the ovens / oven inserts are soiled on inspection then this must be
logged in the Cabin Defect Log Book. Ovens must be checked by the CSS at the start and
end of duty to ensure they are clean and if any spillages have occurred during flight.
Failure to log this information will result in the operating crew being held accountable for
the soiled oven.
– Graffiti and any damage. Any deliberate / malicious defacement or damage to our aircraft
by crew including graffiti on our jumpseats / bulkheads or any other area of our aircraft
will be considered as gross misconduct. Any graffiti should be reported in the cabin
defects log. Failure to log this information will result in the operating crew being held
accountable for the graffiti.
– Emergency exit seat cushions are on the correct seats (16A, 17A, 16F, 17F) – the proper
cushions are identifiable by a grey circle at the front edge of the cushion cover.
• The cabin defects log should be up–dated by the CSS with any issues on the turnarounds. Our
engineering department inspect our aircraft nightly and can only fix defects if they know what
they are, which is why you must log them.
1.14 Where can crew members travelling on staff or duty travel

sit?
Crew members who are travelling in uniform whether, on staff travel, duty travel or positioning
should have their seats allocated by the system. In case you have not been allocated any seat, you
need to board last and choose any available seat between rows 6 and 28.
See Appendix E on page 53 for our latest Staff Travel Policy.
Crew in uniform should always be the last to board. If crew are already on the aircraft when you
arrive then you must ask them to leave the aircraft and wait until all passengers are fully boarded
before they can board and take their seats. Any failure to cooperate must be recorded on Crew
reporting system.
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1.15 What are crew’s duties during

boarding?
It is simple – the crew are responsible for greeting every passenger and welcoming them onboard,
ensuring their flight is a positive experience from start to finish, and that only the correct passengers
with the correct documents board the flight. The crew need to ensure they carry out the following:
• Ensure the boarding loops are played at all times according to the time of the day, selecting
‘morning loop’ on all first waves up until midday, ‘day loop’ from midday up until 17.00 and
‘evening loop’ from 17.00 up until last flight.
• Everyone who enters the aircraft is welcomed with a smile – crew will greet them saying “Good
morning / afternoon” and hand them a copy of the inflight catalogue.
• Crew will check every passenger is in possession of a valid boarding card, checking the correct
date and flight number appear on it. They will also direct passengers to their allocated seats –
Remember that passenger details found on the boarding card are strictly confidential and their
privacy must be respected at all times in accordance with GDPR regulations.
• Check that their boarding card has been properly pulled (with the exception of flights
departing from Stansted and several other airports – check with your Base Supervisor which
bases apply).
• Any wheelchair passengers are in possession of the necessary documentation and that their
boarding card is checked thoroughly to ensure they are on the correct flight.
• Any passengers requiring oxygen have this printed on their boarding card.
• Passengers comply with our hand baggage guidance. If a boarding card has a ‘free gate bag
sticker’, crew need to ensure the tagged bag goes in the hold.
Passengers are also able to check-in and retrieve their boarding passes on their Smart-Phones.
Mobile boarding passes are only available to EU/EAA passengers who hold EU/EAA travel
documents. Non-EU/EAA passengers may not use mobile boarding passes and if they try to check
in on their phone will receive a message advising them to print their boarding card.
When a passenger presents a valid mobile boarding pass on their Smart-Phone, please check
carefully as per normal for date, flight number and destination and then direct the passenger to their
seat.
Below (left image) is an example of the mobile boarding pass which is acceptable for travel. Non-
EU/EAA passengers may not use mobile boarding passes and if they try to check in on their phone
will receive a message advising them to print their boarding card. On the right there is an example
of the message to Non-EU/EAA passengers advising them to print their boarding pass. Any
passenger presenting a similar screen as shown above is required to provide a printed boarding pass.
This is the final point at which an incorrect passenger can be identified so it is imperative that the
duties are carried out vigilantly. The crew are also responsible for ensuring the passengers take their
allocated seats as quickly as possible, only have no more than two pieces of hand luggage (depending
on their allowance) and that they stow large bags in the overhead locker and smaller bags under the
seat.
Please note that in addition to these mobile boarding passes, passengers may present PDF versions
of their boarding passes on their smartphones: these are also acceptable.
Passengers travelling on Domestic Flights have a specific online check in process and boarding card.
The boarding cards will no longer display EU / EEA or Visa Passport Check regardless of the
nationality of the passenger.
1.16 How do the crew ensure all of these duties are carried out on
the aircraft?
To ensure that everyone who enters the aircraft is on the correct flight the CSS, at the front, and No.2
at the rear, are responsible for ensuring that no incorrect passengers board. All of the crew
collectively are responsible for ensuring that passengers are seated quickly and efficiently to ensure
an on time departure. The following checks need to be carried out:
• The CSS and No. 2 must visually check the date and flight number on each and every
passenger’s boarding card as they enter the aircraft, carefully checking that the passenger is on
the correct flight.
• To ensure that the passengers take their seats as quickly as possible the CSS must make
continuous announcements advising passengers to keep the aisle clear, take their seats as
quickly as possible and also to stow their baggage under their seats. The No. 2 can assist
making the PAs as well to ensure a sufficient number of PAs are being made during the
boarding process.
• In the event that a passenger notices duplicated seats, crew must thoroughly check both
boarding cards again ensuring both passengers are on the correct flight (check the date, flight
number and route). If one of the passengers is found to have boarded the incorrect flight, crew
should notify the ramp agent who will escort the passenger back to the terminal. If both
passengers are on the correct flight, CSS will ask the dispatcher what seats are still available in
order to relocate the passenger.
• In order to speed up our boarding process crew should direct passengers to their allocated
seats by explaining where their seat is e.g. if a passenger boards from the front and is seated in
17A crew should say ’you are seated in 17A which is a window seat at the overwing on the
right hand side.’
• The junior crew members’ role consists of actively encouraging passengers to stow their
baggage under the seat as well as directing the passengers to their allocated seat.
• If there is a wheelchair passenger booked on the flight they will usually board through R2 door
in accordance with our procedures (see Operations Manual Part A SEP). The crew should assist
the passengers as they enter the aircraft and check they have the correct boarding card. It is the
CSS’s responsibility to ensure the passenger is in possession of a wheelchair voucher or
wheelchair assistance is printed on their boarding card. This voucher / boarding card must be
presented to a member of ground staff upon arrival.
• If there is a passenger requiring oxygen this will be stated on their boarding card. Crew should
be informed in advance by their Base Supervisor if they are going to have a passenger who
requires oxygen, however, they should also be checking for oxygen requests on all boarding
cards on all flights and this should be circled.
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1.17 When should a headcount be carried

out?
The crew are required to count the heads in the first 5 and the last 5 rows and pass these details to
the Ramp Agent / Dispatcher and Captain. A full headcount will only be carried out when instructed
to do so by the captain in the event of any doubt regarding the accuracy of the loadsheet/LID
figures. If the aircraft doors are already closed the captain should be informed via the intercom
about the total heads on board.
In any other case the captain should be informed via the flight deck door access panel when all
passengers are seated and all doors are armed.
1.18 What if the crew are asked to carry out a headcount because
there is doubt in the accuracy of the LID figures?
• When conducting a headcount, the total passenger heads must be counted.
• The most common headcount errors are as a result of infants not being visible – if there is a
discrepancy with the TOB check for infants onboard immediately.
• Other common problems are SNY pilots and musical instruments. Musical instruments are
checked in to occupy a seat therefore are always included in the headcount.
• If you have checked all of these things and the dispatcher has checked his figures and the
figures still do not match, name calls should be carried out.
• If this does not rectify the situation it may be necessary to cross check all boarding cards until
the error is identified.
Provided the CSS and No. 2 have conducted their inspection of the boarding cards properly during
boarding and that the CSS has paid attention to the toilets, infants, supernumeraries and musical
instruments occupying full seats during the headcount there should be no room for discrepancies.
1.19 What time should the aircraft doors be

closed?
The doors must be closed at least 5 minutes prior to departure. All CSSs need to be vigilant in
ensuring the doors are closed on time.
1.20 Who adjusts the handrails?

• Ground staff may not adjust handrails on the integrated airstairs under any circumstances
upon opening or closing of the aircraft door. It is the responsibility of cabin crew to ensure that
the handrails are positioned, released and stowed whenever airstairs are used. Note – if you
feel the aircraft doors are too heavy to open, please ask a second crew member to assist.
• It is up to the crew to prohibit the ground crew from adjusting the handrails. Ground crew
have been advised of this procedure, however in the event that they fail to adhere to these
instructions, this must be recorded in Crew reporting system.
• When using integral airstairs the crew must always check that the PIGS (Passenger Ideal
Guidance System i.e. the rope that is used to prevent passengers from walking under the
wings) has been detached before retracting the stairs.
• Where portable steps are in use the rule is the opposite. The crew must not adjust the handrails
at all. This should be left to the ground staff.
• The tensa safety straps and guardrails should be fixed into position before passengers can
disembark the aircraft and the CSS should always ensure the following announcement is
completed advising passengers to hold children’s hands on the steps and on the ramp,
ensuring the safety of children at all times: “Ladies and Gentlemen you may now disembark the
aircraft using both the forward and rear doors. All passengers should use the handrail provided when
walking down the stairs. For passengers travelling with children please hold their hands as you walk
down the stairs and until you are inside the terminal building. Walk around the wing and not under
the wing. Thank you and good morning/afternoon/evening.” Crew should also individually brief
passengers with children on this as they are disembarking.
1.21 What if there is a delay?

Crew should advise their Base Supervisor of any cabin crew delays that were encountered in their
day’s operation. A detailed miscellaneous report of what happened must be left for the Base Supervisor before
the end of the duty.
1.22 How do crew deal with difficult situations during

boarding?
In certain cases, a passengers’ behaviour may be difficult. When dealing with these situations it is
important to make every effort to diffuse rather than escalate the situation.
Unpleasant, foul language and verbal abuse does not constitute behaviour that endangers safety and
in these cases the crew are expected to deal with the situation calmly and professionally, preventing
any escalation to a passenger offload. Offloading a passenger from a flight is an extremely serious
action which requires police involvement.
When a passenger is offloaded you must complete a Passenger Offload Statement and confirm that
you completed same when filing a Cabin Crew Report found on www.crewdock.com. When a
passenger is arrested we will pursue judicial prosecution of the passengers, if appropriate. In such
cases, crew may be called to appear as witnesses and provide the courts with information regarding
the incident therefore it is imperative that every disruptive passenger incident is reported on
crewdock and includes as much information as possible.
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1.23 What should the crew be

doing now?
• At this stage the 25 minute turnaround is complete.
– The doors will have closed at least 5 minutes previously.
– The crew will have armed their slides.

– The safety demo will have been conducted.
– The cabin will have been secured.
• Once the CSS has given conformation to the Captain of cabin secure the aircraft is ready for
take off and the whole process commences again on landing.
1.24 LOFO - Last off to first on

Crew should always ensure an On time Departure, without compromising the Safety and Security
of the flight.
Below you can find a summary of our latest Turnaround procedure.
The intention is to:
Pre-briefing –Ready to go. All crew should have their water, paperwork, food ready before the briefing.
No time should be wasted once the briefing has been completed.
Post-briefing – Proceed immediately to the aircraft. No need to wait for pilots if aircraft registration
and stand are known.
Before landing – Cabin should be well cleaned before the landing, good gash service must be enforced.
Disembarkation – Pax may disembark before the CSS has finished the disembarking PA.
Pre-Boarding – Pax at the bottom of the steps should be acknowledged (with smile!) and told that we
will be ready in 1 min.
Boarding – Marshalling No4 should actively assist with choosing fwd/aft queue. Onboard crew should
proactively manage pax bags (small bags under seats, hatbins closed as soon as possible).
Warn – In case of slots – inform pax following procedure in chapter 1.5 of this manual.
Thank – Thank passengers for taking their seats quickly and their cooperation.
Last Pax On – Aim to close the door asap. If the paperwork has been completed – the dispatcher should
leave the aircraft immediately.
Chapter 2
Inflight Flow of Service
2.1 Why are sales important?

Sales are an extremely important part of generating revenue for the company. We need to generate
revenue in order to keep our fares low. Keeping our fares low attracts more passengers which keep
us in business and all of us in a job. Your sales role is of vital importance.
2.2 What’s in it for me?

Crew receive a sales bonus at the end of the month for all sales processed through their vPOS.
• 10% of all sales revenue less any adjustments for shortages in stock or cash is currently paid to
the crew.
• The more you sell, the higher the sales bonus you receive.
• Sales performance is assessed when considering transfer / promotion requests.
• Every month different incentives are launched to promote sales.
• There is often more than one incentive running at any one time with various prizes on offer for
specific products or ranges.
• Regular sales audits are conducted by mystery passengers to evaluate your sales performance.
Crew with excellent performance will be recognized and those found not to be complying with
our sales procedures will be subject to an internal investigation. Continued poor sales
performance will result in further action, including removal from the base, demotion and
dismissal.
2.3 What is the average spend?

The average spend is just as the name suggests – it is the average amount spent by each passenger
onboard our flights.
• It is calculated by taking the total sales for any time period divided by the number of passengers
who travelled during that period.
• It can be calculated for each flight you are flying, each day, each month and so on.
• Only sales processed through the vPOS device count toward the average spend. All sales must
be entered on the vPOS and all crew must ensure they select the correct seat number for every
transaction made.
• You can find out from your Base Supervisor at any time what your average spend is.
• Generally, we look at average spend on a 6 months basis as this way we can be sure that each
crew member has had a fair distribution of flights over this time period.
• Your base average spend will be displayed in the crew room so you can see if your base is
achieving its target.
• There are some outstanding sellers in Ryanair so watch these people to pick up tips. Your Base
Supervisor can advise you who can help you improve your selling and average spend
performance.
2.4 How do I prepare myself for sales?

Before you go onboard you must be sure of the following:
• There is an adequate supply of current inflight catalogues. There should always be additional
supplies in your crew room if needed.
• You need to know exactly what the promotions of the month are and be familiar with those
products so that you can answer any questions from passengers. Regular sales meeting will be
held in base which you can attend in order to gain more knowledge on these incentives and to
improve sales techniques.
• Inflight catalogues are changed with the introduction of new products and promotions. It is
important that you are aware of any changes so that you can inform the passengers and are
able to sell the products.
• If there is no ice, bars or food onboard inform the dispatcher or Base Supervisor immediately.
They will try to get you the missing items. This must be recorded on the inflight report.
A pre–flight sales briefing must be conducted by the CSS in conjunction with the safety briefing.
During this briefing the CSS will set targets for each crew member to sell and the CSS will be
monitoring that sales performance of each individual crew member during the day.
Before your briefing commences you should have checked crewdock and fleetweet for all memos
and sales updates, this includes all compulsory and non-compulsory documents.
It is the responsibility of every crew to notify the rest of the crew at the pre–flight briefing stage if
they have items in their crew bag that we sell on board.
2.5 What if a passenger has an allergy?

Sometimes passengers flying with us might be allergic to some products sold in our bars, like
peanuts. In these cases crew are required to make a general PA advising passengers that we have a
passenger who is allergic to peanuts, for example, asking passengers who may have brought
products containing peanuts on board to avoid opening them during the flight. Crew must not sell
any products during the flight that might cause an allergic reaction to the passenger and if asked
offer alternatives. If the crew speak language of the departing airport it is also recommended to make
the PA in that language.
Suggested PA: “Dear passengers, May we have your attention please. Onboard today we have a customer
who suffers from a nut allergy. We politely ask that you refrain from consuming any products which may
contain nuts. If you have any questions regarding this request, please contact a member of crew, Thank you for
your co-operation”.
Inflight Flow of Service
What is the flow of service?
The flow of service is the order in which the onboard service should be carried out. Any exceptions to
this would be advised by your Base Supervisor. Each area of the inflight flow of service is explained
in more detail below.
•
INFLIGHT CATALOGUES DISTRIBUTION
2.6 When should I distribute the inflight

catalogues?
• Inflight catalogues should be distributed both before take–off (during boarding) and after take–
off.
2.7 How should the inflight catalogues be

distributed?
Inflight catalogues should be distributed individually to each and every passenger.
• Eye contact should be made with each passenger and the inflight catalogue should be handed
directly to the passenger when returning their boarding card after inspection during boarding.
When passing through the cabin with the inflight catalogues they should be either handed
directly to the passenger or placed on their lap or the seat beside them if it is empty. Smile at the
passenger when you hand them the inflight catalogue.
• Saying “Good Morning / Afternoon” develops communication between passengers and crew.
Please avoid the practice of racing through the cabin saying, “inflight catalogue / magazines,
magazines?”
– This will not entice anyone to take one and is not permitted.
2.8 Why does the inflight catalogue distribution

matter?
• The inflight catalogues should be given out while the aircraft is on the ground so that the
passengers have maximum time to see what is on offer in the menu section of the inflight
catalogue and they can review what products they can buy onboard. It also ensures that the
passengers are not sitting for long periods of time with nothing to read.
• The more inflight catalogues that you distribute the more you will sell during the service.
Passengers can study the offers and make their choice therefore it is worth spending the time
handing out as many as possible.
•
HOT FOOD ORDERS
2.9 Why do we do food orders?

The reason we take hot food orders is so that the passengers are able to order their food in advance
of the trolley reaching them so that they have the chance to get their hot food at the same time as
their drink. Hot food orders should be completed on all flights, regardless of flight time.
On flights over one hour and a half, one crew member will complete the fresh food service using the
dry stores cart so that passengers can physically see any item they are interested in ordering before
they buy it.
Crew must ensure that when delivering hot food to passengers who have ordered it during the hot
food order service, they are also given the chance to purchase other items from our range. This is the
ideal opportunity to upsell your passengers a ‘meal deal’ option which will in turn increase your
average spend and generate more sales bonus for the crew.
2.10 What if there is no hot food

onboard?
If there is no hot food on board the crew should explain to the passengers during the drink service
that unfortunately there is no hot food and offer alternatives in a positive manner. Offering alternatives
is an essential sales technique. Do not make an announcement to advise passengers as this only
highlights the shortfall, however, record it on your inflight report as any Mystery Passenger Reports
(MPR) will show that hot food orders were not taken in this event.
PRE-ORDER ONLINE SERVICE
2.11 How does it work and what is the benefit for our customers?
Customers will only avail of this service on the first flight out of your base on flights pre 8:00am.
Passengers must pre-pay, so Crew will not have to take any money, but still have to process the meal
properly and input the hot drink. This will permit them to receive a 10% off if they purchase in
advance.
The current selection of meals is as follows:

• BREK- Breakfast
• ADTM- Chilli Wedges
• KIDM- Kids Meal
• AFTN- Afternoon Tea
• VMEA- Veggie Meal
• FRUT- Fresh Breakfast DUB only
• CHSE- Cheeseboard DUB only
On all flights in and out of Germany from 6am to 2 pm will avail of the following products:
• Drinks: Tea, coffee, Water and Pepsi;
• Snacks: Pringles and Kit Kat.
Information of what has been pre-ordered is written on boarding card (see below):
2.12 Before departure

Start your day by checking the seat map for pre-orders.
On the seat map you will see a red dot beside customers that have pre-ordered (see picture below).
Same applies on each sector during the Turnaround.
2.13 Inflight
Once cabin is released and the safety PA is completed No1 will complete the following PA: “Ladies and
gentleman, for any of our customers who have pre ordered online, we are currently preparing your items and will
be with you shortly. Thank you.”
• No4 will then serve pre-orders in FWD cabin;

• N3 will serve the customers in REAR cabin;
• No1 & No2 will continue with standard flow of service.
Once the order is processed:

• Go to Sales > Seat map & select the Pre-order customer.
• Tap “Pre-order”, then tap “Delivered” or NOT DELIVERED; If not delivered state why –
Pax no show or meal not loaded by the bond.
➢ If someone does not show up for a flight you can resell the breakfast for 7€ under standard sale
steps.
➢ Once the order has been placed customers cannot change the selection.
➢ If the product is not available on that flight and/or the seat map is not available, advice the
passenger to contact customer service department.
3
DRINKS SERVICE (Commence within 5 minutes)
2.14 What do we have to do before we can commence the drink

service?
It is of vital importance, particularly on very early and late flights that the crew are out selling as
quickly as possible.
Before you can begin serving on the first flight of the day, the bars have to be counted and reconciled.
• Before you open the bars, you must ensure that all bars were sealed and that the seal numbers
corresponded with the details on the bar paperwork.
• The CSS at the front and the No. 2 at the rear will count the bars.
• All bar counts must be retained by the CSS and each bar count must state if it is the forward or
rear opening count. These bar counts must be attached to the Inflight Report at the end of the
day.
• Once the stock has been counted discrepancies must be registered on vPOS, however, they
must first be physically checked and verified by the CSS and the No. 2.
• During this time the No. 3 and No. 4 will carry out services such as hot food orders.
• The crew must inform the CSS if there are any missing cooler bags from sandwich boxes.
• The CSS will say the after take off service PA prior to commencing the drinks service and this
must all be completed within 5 minutes of being released from your seats.
Note that if by the time the trolleys are ready the other juniors have not completed their duties, the
drinks service should commence immediately regardless of this. Waiting for juniors to complete
duties will only unnecessarily delay the food / drinks service and cause knock–on delays to the other
services during the flight. Note – if you feel that the trolleys are too heavy to pull from their stowage,
please ask a second crew member to assist.
2.15 Can we open the bars on the ground in a delay

situation?
• Due to customs regulations bars should not be opened on the ground, however, for the
convenience of passengers Ryanair have implemented that in the case of delays of 45 minutes
or greater crew are permitted to open the bar trolleys, however, the following procedure must
be followed at all times:
– Crew are only permitted to sell soft drinks and cold snacks (no alcohol or hot snacks).
– The CSS will make a passenger announcement advising that the junior crew will shortly pass
through the cabin taking orders for soft drinks and cold snacks. Under no circumstances
has the inflight trolley to be used in the cabin.
– The No. 3 and No. 4 will pass through the cabin taking orders.
– Each transaction should be processed through vPOS and payment must be received prior to
distributing the products to the passenger.
– In the case that there is an improvement in the delay crew must immediately stop selling and
return to their pre take–off duties. In such an event pre–paid orders should be provided
to passengers during the normal flow of service after take–off.
• Intermittent manual announcements should be completed keeping the passengers up to date

with information in relation to the delay. The automated sales announcement / boarding
music should always be switched off when the aircraft is fully boarded.
2.16 How should I set up my trolley?

The trolleys should be set up to reflect several different factors:
• The time of day should be taken into account, i.e. breakfast, lunch, dinner, passenger profile . . .
should be observed and used whilst setting up the trolley, i.e. lots of children, hen / stag
parties, football fans, etc.
• Once you have determined what should be on the trolley to reflect the above you must
ensure it is eye catching and utilize all available space on the trolley to make it as
attractive as possible.
• You should always try not to take stock from the display when making a sale and instead
take your stock from inside the trolley, however, if you do need to take from the top
of the trolley always replenish the area so that the trolley looks as good at row 10 as
it did at row 1.
• Always exercise caution when selling hot drinks. Never fill above the fill line on the side
of the cups and always ensure the lid is fitted securely before giving to the
passenger. Always place the hot drink on the tray table in the cup holder section –
do not hand the drink directly to the passenger. Use extra caution if the passenger
is sitting in the window seat and you are unable to reach the cup holder section of
that particular tray table. The same applies to hot food items and dishes. Always
place hot dishes on the tray table, using extreme caution to not scald passengers.
• Should a passenger claim they have scalded themselves with a hot drink, all four crew
members need to file a Cabin Crew Report on Crew reporting system. You should
always confirm if the lid was securely fitted to the cup or not when you placed it in
the cup holder section of the tray table.
• Always ensure you take care when pushing / pulling trolleys through the aisle to
prevent collision. Should you hit the seats, please ensure you check for damage. Any
evidence of damage to seats should be reported in the cabin defects log book.
• Should you accidentally hit the seat when pushing the trolley through the cabin, you
must complete a Cabin Crew Report on Crew reporting system.
2.17 Which way do the trolleys go

in the cabin?
The trolleys go from row 1–15 and row 16–33, however, selected flights have been approved
to go from row 33–16 so that the 2 trolleys meet in the middle. Your Base Supervisor will advise
you if that is applicable in your base.
Sell on the way down and also on the way back. Do not just wheel your trolley back to the
galley. If passengers have finished their drinks ask if they want more or any other products,
etc.
2.18 How do I find out about what

products we have?
In order to find out what products we have onboard you need to keep abreast of all information:
• On crewdock – There are regular posts on crewdock in relation to new products; in

addition, there is a designated sales section which has product information on
specific products that are on promotion and past promotions.
• Every month there is a ‘crew communication plan’ issued on crewdock with the relevant
information about products, running incentives, bases performance, etc.
• In the memo book.
• New issues of the inflight catalogues.
• Look out for posters and displays in the crew room. Suppliers often visit to do training
and briefings. This is a good opportunity to pick up tips and more information to
help you sell more.
• On Fleet Tweet using your Vpos.
• In your crewroom you have also access to information via FRTV or Intranet.
2.19 What sales techniques can I use to improve my

average spend?
There are several techniques that you can use to improve your average spend. Most importantly:
• You must have the correct attitude.

• Have an approachable manner.
• Smile at all times.
• Make eye contact with all passengers and build a rapport.
• Have good product knowledge in order to encourage sales.
• Use your time efficiently to get maximum sales. This does not mean doing everything as
quickly as possible.
The following are different selling techniques:
• Communication and attitude. Make yourself approachable to passengers so they want to buy.
• Take your time and serve every passenger. Depending on the time of day i.e. morning – ask
each passenger “Would you like breakfast?”, in afternoon / evening – “What would you
like from the bar?” never say “Drinks and Snacks?” Interact with the passengers. Ask them
“How are you? Is there anything else we can do for you?” etc. Show an interest in the
passengers and build up conversations.
• Link selling – this involves linking the passenger’s initial request with another product in order
to increase the sale, e.g. if the passenger asks for a beer you would ask if they would like
Pringles or Peanuts to go with it. Saying ‘anything else?’ is not link selling – offering an
appropriate complimentary product is.
• Alternative selling – if a passenger asks for a product that you have sold out of or is unavailable
on that specific route you should offer them a similar alternative instead of just saying
‘sorry we do not have any of the item’ e.g. if a passenger asks for a hot ciabatta and you have
no hot food left, offer them the range of cold sandwiches or snack boxes.
• Up selling – if a passenger asks for a product always try to up sell the product. Up selling is a
sales technique whereby you induce the customer to purchase something more expensive.
This could be by encouraging them to add on to their purchase or up–grade their purchase.
You need to expose the passenger to other options he / she may not have considered.
• Offering replacement items when collecting empties during the gash. This is an excellent
opportunity for making extra sales. Sales should not only be restricted to the drinks trolley.
2.20 Purchasing of products on board

It is preferable that you don’t as it can lead to problems with stock control. If you really
must purchase any food or drink then payment for same must be given to the CSS in
accordance with the following:
• You must inform our No1 at the briefing if your intention is to buy food or gifts. Only the
CSS can accept payment for the items. In the event that the CSS wishes to purchase food
or gifts, another crew member must witness this item being paid for.
• If you are purchasing food items they must be paid in advance of consuming.
• Products on board can only be purchased with the crew member’s personal credit or debit
card. The name on the credit card must correspond with the crew member who is
purchasing the products.
• Cash transactions are not permitted.
• The maximum spend on the credit or debit card is €160 and there must be only one
transaction per crew member.
• The transaction must be witnessed and processed by the CSS and must be witnessed by all
operating crew members.
• The CSS must note the details of the transaction on the inflight report.
• All items must be processed through Vpos. The crew must select a seat for the crew
member to process the transaction as below:
FD1, FD2 – Flight Deck 1 & Flight Deck 2

FJ1, FJ2 – Flight Jump 1 & Flight Jump 2
CJ1, CJ2 - Crew Jump 1 & Crew Jump 2
CC1, CC2, CC3, CC4, - Cabin Crew 1/2/3/4
2.21 Can I use onboard ovens to cook food I have

brought to work?
The ovens are onboard in order to cook food for sale to the passengers; however, the crew are
permitted to use the ovens to cook their own food, with the condition that they are kept clean.
All of the food sold to our passengers is pre–packed with no danger of any spillages. The
introduction of food that is not pre–packed is when spillages can occur, which can pose a fire
hazard. Therefore, all crew food including flight deck food must be cooked in oven bags in the
ovens.
• It is the crew responsibility to ensure that any dishes in the oven are oven proof.
• The oven bags can be found in the crew room.
• Under no circumstances can food be cooked without using an oven bag.
• Do not cover oven racks with the oven bags – this could be potentially dangerous as the
oven bags can catch on the oven fan.
• Failure to comply with the above may represent a safety hazard and will be treated as a
serious matter.
2.22 Can we heat baby food onboard?

In order to heat baby bottles onboard, bottle warmers have been introduced as part of the
aircraft equipment. These bottle warmers are similar to the teapots we currently use for our
hot drinks except they are white in colour.
If a passenger requests that we heat their baby bottle, crew should take the bottle from the
passenger, fill the bottle warmer with hot water up to the base of the handle, put the bottle
warmer into the sink and put the baby bottle in the bottle warmer. Leave for approximately
three minutes, then remove the baby bottle from the bottle warmer carefully. Dry the baby
bottle and return to the passenger. Crew should inform the parent / guardian to test the
content of the baby bottle before giving it to the baby.
2.23 What are the cash

procedures onboard?
The following outlines all of our cash procedures:
• The only currencies we accept are Euro, Sterling, Swedish Kroner, Norwegian Kroner,
Danish Kroner, US Dollar, Polish Zloty and Hungarian Forint.
• All transactions must be processed through your Vpos device at the time the passenger
makes the transaction. You should not delay processing your sales at any time.
• Cabin Crew must process all Inflight sales through their own Vpos device at the time of
purchase. Each Vpos device records individual sales transactions including the time
of the purchase, customer seat number, link selling etc. If crew fail to comply with
this procedure, then they are misrepresenting sales and this will be considered fraud
which is an example of gross misconduct the normal sanction for which is dismissal.
• We only accept Visa credit cards which start with 4, Access / MasterCard credit cards
which start with 5 and American Express (AMEX) with chip and pin. These are the
only cards we accept.
– The maximum transaction is €160 per card and per passenger, i.e. if a passenger
wishes to spend more than €160 and use a credit card they can only pay up to
€160 on the card and the remainder must be paid in cash.
– It is not permitted to accept different cards from passengers for transactions of more than
€160, i.e. If a passenger wishes to spend €200, they may not use one card to process
€160 and another to process €40. In this example they may only pay €160 on one credit
/ Debit card and the remainder must be paid in cash.
– Transactions must be processed in front of the passenger at all times – under no
circumstances should the card be taken out of their sight.
– Crew must check the passengers name on the credit card along with their photo ID
(Passport, Driving License or ID card) and boarding card to ensure that they are the
authorised credit card holder.
– Crew must check that the expiry date is valid and has not expired.
– Crew are not permitted to note the passengers CV2 number.
• Exchange rates are subject to change and will be conveyed to the crew through vPOS when the
exchange rates have been changed.
• We operate a strict no tips policy. Accepting tips only leads to problems and the potential for
tips to be fabricated and money removed from the bar takings. Not accepting tips
eliminates any potential confusion.
• Crew are only permitted to carry a maximum of £20 / € 30 while at work.
• Crew are not permitted to keep cash from the bar in their pockets. Under no circumstances
should any money or items from the bar be placed in pockets at any time. This only leads
to unnecessary suspicion.
• Exchanging currency and changing money is strictly prohibited and is tantamount to gross
misconduct. We accept different currencies onboard for the sole purpose of allowing our
passengers the convenience of having a variety of options by which to make a purchase.
• The only exception to changing money onboard is if the crew are short of change for the
passengers and it necessary for them to exchange their own cash as change. In these
circumstances all such transactions must be witnesses by the CSS. If the CSS is exchanging
their cash then it must be witnessed by another crew member.
• It is unacceptable for any crew member to sell any ‘non Ryanair’ products on board any
Ryanair flight.
2.24 How do we close off the bars?

All bars and atlas boxes must be counted and reconciled on the last flight of the day
or prior to an aircraft change.
• The CSS at the front and the No. 2 at the rear will count the bars.
• All bar counts must be retained by the CSS and each bar count must state if it is the forward or
rear closing count. These bar counts must be attached to the inflight report at the end of the
day.
• Once the stock has been counted discrepancies must be physically rechecked and verified by
the CSS and the No. 2. The CSS must physically check the closing count of fresh food at the
end of each duty and report it in the vPOS device.
• If printer is onboard the CSS must print a consolidated sales report and the cash is counted and
reconciled against the sales report. A completed DF1 must also accompany the
consolidated sales report.
• The sections of the DF1 that need to be completed are as follows:

– At all times:
* All sections on the cash up (cards and cash).
* All flight details.
* All crew details (names and staff numbers).
– If printer not on board or any technical issues have arised, crew will need to revert to
manual ABC forms and make sure their vPOS are updated straight after the flight.
• All cash taken has to be counted and verified – a junior crew member should count the cash
and then the CSS must re–count to ensure they both arrive at the same amount and that the
sales equal the cash taken. All cash will be counted and verified again in the crew room by
the CSS and a Junior CSS (or the No. 2 if no Junior CSS’s are operating) before lodging the
bars.
• Prior to leaving the aircraft you must ensure that all bars are sealed and that the seal numbers
are recorded on vPOS.
• Specific procedure is in place for D Cart with an extra Security Sticker, as follows:
– The bond is responsible for loading x2 of these stickers into each D Cart along with the plastic
security seals that you attach to the padlock.
– The stickers are only to be placed on the front and rear of the D Cart at the END OF THE DAY.
* Do not place the stickers during normal turnaround.
– At the end of the day, the crew leaving the aircraft are to take the stickers and peel them off the
backing and place on the D Cart as shown in the picture below.
* The sticker is to be placed across the opening join on the door so that half the sticker is on the
door and the other half is on the side panel.
– The security number printed on the sticker is to be recorded on the customs declaration form
that is available in crew rooms and on Crew Dock to download.
* Both the plastic yellow seals and the sticker numbers are to be recorded in the correct section
of the form as indicated below.
– The sticker is designed with a special backing which reveals the word OPEN VOID if the seal
has been pulled off the cart. This allows the bonded stores staff to see if a cart has been
tampered with AFTER the crew have sealed the cart. Therefore, it is important that
you only stick the sticker on the cart once and DO NOT TRY TO REMOVE.
– If you do not find any stickers in the D cart, you will need to contact the bond upon landing
and ask them to bring the stickers out to the aircraft for you. This is the same
procedure as asking for Red Seals if you have no seals to secure the carts at the end of
the day.
2.25 How many bar services should be

completed?
Giving an excellent customer service relies more on the quality of the service rather than on the
quantity of them. However, crew are expected to have good time management and be able to
complete several services depending on the duration of the flight. The below explains the minimum
requirements, however, crew should endeavour to complete as many services as possible above the
minimum in order to maximise sales. On all occasions a drinks service must consist of 2 trolleys.
• For flights scheduled under 60 minutes the crew must complete a minimum of 1 drinks service
and a gifts service. If, in exceptional circumstances, there is no time for a gifts service, a
gifts announcement must be completed in its place.
• Flights scheduled between 60 minutes and 90 minutes must complete a minimum of 1 drinks
and 1 gifts service, without exception.
• Flights scheduled 90 minutes or more must complete a minimum of 2 drinks and 1 gifts service,
without exception.
SCRATCHCARD SERVICE
2.26 What is the procedure for selling

scratchcards?
There is a mandatory PA for scratchcards which must be said by the CSS before the scratchcard
service commences. See appendix C on page 44.
• Whilst the PA is being said by the CSS a junior crew member must stand at row 1 and another
stand at the overwing exits. Some bases have approved procedures in place for 3 crew
members to complete the scratchcard service. Your base supervisor will inform you if this
procedure applies to your base.
• Both crew members should be displaying a fan of scratchcards to grab the passengers’
attention.
• The mandatory PA explains the current terms, mentions special promotions, recent winners
and details of prizes to be won / charities that can be assisted. After this the junior crew
can start the service.
• It is important to push sales to the first few rows as this lets other passengers observe
them being bought thus encouraging them to buy, therefore increasing overall sales.
• Similar to offering magazines, crew must not just march down the cabin repeating
“Scratchcards, scratchcards, etc.” This is not permitted. Crew should instead offer
scratchcards to each passenger pointing out the benefits of same, e.g. “Thousands
of Euros in prizes to be won, help children’s charities, have some fun onboard
today’s flight, etc.”
• If a passenger wants to buy a scratchcard let them pick from the fan, don’t just hand
them a scractchcard.
• Scratchcards should also be offered during the trolleys services.
• On flights of 90 minutes or more 2 scratchcard services should be completed.
GIFT TROLLEY
2.27 When does the gifts trolley service

take place?
The gifts trolley service should be completed on all flights. If time does not permit on flights
less than 60 minutes in exceptional circumstances a PA must be completed and this should
be recorded on your inflight report.
• The gifts trolley is completed after the scratchcards service which is directly after the
drinks service.
• Whilst the drinks trolleys are being restowed, the scratchcard service should be
completed allowing for time for the CSS to set up the gifts trolley.
• Our gifts items are up to 35% cheaper than the shops – make sure passengers are
informed. Ensure you draw passengers’ attention to our promotional page in the
inflight catalogue where they will find special offers and fragrances from as little as
€20.
• Building an attractive trolley top will help you sell more.
• The mandatory PA must be said by the CSS. See appendix C.
• Ensure you know what is on promotion. Also check out who is onboard and tailor your
gift trolley display accordingly i.e. if you have lots of children onboard display toys,
model aircraft, etc.
• Always be ready to recommend a product to the passengers. The range is at the back of
the inflight catalogue – always carry one on the trolley in case the passenger doesn’t
have one.
• Testers are available in all bases for our full range. It is the responsibility of the operating
CSS to ensure that testers are taken on board each flight. You must utilise these
resources as best as possible. By giving the opportunity to allow the passenger to
smell the fragance gives you a higher chance of seling the product.
• Passengers are only permitted to purchase a limited quantity of duty free items on non-
EU flights, which is one litre bottle of alcohol and 200 cigarettes per person. Duty
free items are not permitted to be consumed at any time during the flight.
2.28 Can I purchase products from the

gifts trolley?
Crew are not permitted to purchase scratchcards, under any circumstances. As per the
scratchcard terms and conditions crew members and / or their families are not eligible to
participate. Crew are, however, permitted to purchase gifts provided the following
procedures are followed at all times:
• Products can only be purchased with the crew member’s personal debit/credit card. The name
on the credit card must correspond with the crew member who is purchasing the products.
• The maximum spend on the credit card is €160 and there must be only one transaction per crew
member.
• The transaction must be witnessed and processed by the CSS and in all cases must be witnessed
by all operating crew members.
• The CSS must note the details of the transaction on the inflight report.
• Crew are only permitted to purchase the same quantity of duty free as passengers on non-EU
flights, which is one litre bottle of alcohol and 200 cigarettes per person. This excludes
Dublin base who are not permitted to purchase any duty free due to prohibitive customs
regulation.
BUS TICKETS
2.29 What is the procedure for selling rail / bus

tickets?
These tickets are only onboard at a discount, so passengers can save time and money. The ticket
prints automatically from the vPOS device. A separate service for these items must be completed
and the mandatory PA should be said prior to this. See appendix C. You must give the passenger
their ticket and explain that they need it to travel.
GASH
2.30 What is the gash procedure?
When gashing you should collect as much rubbish as you can so that there is little to pick up on the
turnarounds and you can concentrate on your security checks.
• When conducting the gash crew must ask all passengers individually to pass over their visible
rubbish.
• Whilst gashing and taking in empty drink glasses, cans, bottles, etc. you should offer
passengers refills on drinks, snacks, etc. Every attempt should be made to boost sales.
• Additional rubbish collections should be carried out time permitting.
2.31 When should the toilets be closed?

A PA should be completed at 20 minutes to landing to advise the passengers that the toilets will be
closing and that this is their final opportunity to go. The toilets should be closed when the seatbelt
sign goes on.
PUNCTUALLITY ANNOUNCEMENT
2.32 When do we play the punctuality

announcement?
The Punctuality PA should be played on all flights that land before or within 5 minutes of scheduled
time of arrival (STA). This is despite the guidelines from CAA for recording punctuality where all
flights landed within 15 minutes of STA are designate as on time.
It is extremely important that all crew members are consistent in playing this announcement on all
‘normal’ flights as our passengers expect to hear this PA as confirmation that their flight has landed
on time. Failure to play the announcement leaves the impression that the flight was late. It is equally
important not to play the announcement if the flights lands after 5 minutes of STA as this has the
opposite effect and undermines our already exemplary punctuality record. The announcement
should be played on landing, only after the aircraft has exited the Runaway, and should be played
before any other announcement. Failure to complete this may result in disciplinary action.
2.33 What else do I need to know?

At the end of each flight all bars must be sealed with all items placed inside.
You also need to be aware that grooming checks will take place randomly at any time and these can
include bag checks at end of shifts. Your belongings can be searched and any products found from
the bar in your possession will be treated as theft.
At the end of the day you will also need to do the following:
• Lodge your bars.
• Update TopClass when required.
• Write any reports of events from the day, e.g. delays, disruptive passengers, medical
emergencies.
• Take part in a de–briefing.
In normal circumstances you will be on duty for 30 minutes after your flight lands therefore you may
be required to remain in the crew room for these full 30 minutes. It is not permitted for CSSs to leave
or allow any junior crew member to leave until all duties are completed.
In exceptional circumstances, such as, participating in random drug testing or attending a debrief
due to an incident, crew may be required to stay longer than the 30 minutes allowed. In these cases
crew must contact crewing prior to leaving the crew room and advise them of what time their duty
actually ended, along with the reason for extending their duty time.
2.34 How do we lodge the bars?

At the end of each shift the cash bag must be lodged in the safe.
• On arrival to the crew room the money must be recounted by the CSS and a Junior CSS (or the
No. 2 if no Junior CSSs are operating) and must be witnessed by the remaining 2 junior
crew.
• All junior crew members must witness the CSS placing the paperwork and money inside the
cash bag and sealing it.
• The CSS and Junior CSS (or No. 2 in absence of Junior CSS) will take the cash bag to the safe.
• The CSS will enter “Cash Mgmt” section in their Vpos; will scan the safe barcode and then scan
the cash bag barcode.
• The CSS will record the barcode number in the safe book and lodge the cash bag into the safe.
The CSS must sign to confirm that this procedure has been conducted and the Junior CSS
must sign to witness that this has taken place.
• In Stansted, when recounting money in the crew room, it must be done at briefing stations S1
and S2 in view of the CCTV cameras. Under no circumstances is cash to be counted at the
airport standby table or on any other briefing station.
• It is the CSS responsibility to ensure that all cash is inside the cash bag prior to lodging it.
2.35 What are the main points mystery passengers are checking
for when conducting audits?
• Quality customer service:
– Crew smiling at passengers during boarding and disembarking.
– Crew interacting with passengers in each row.
– Crew should make eye contact with all customers.
– Focus on first five rows. All crews should engage with pax particularly on the first five
rows. Crew should stop at each of these rows and speak with customers.
– Great customer care given to all customers.
• Time management, ensuring the inflight bar service commences promptly after take–off.
• Trolley displays are done specifically to the time of day and customer type onboard.
• Good engagement with passengers i.e. crew are interacting with passengers to compensate for
reduced PA’s.
• PA’s are either made slowly and clearly through the PA system or direct interaction is made
with the individual customer, i.e. “Good morning, afternoon Sir, Madam . . . ”
• If flight more than 90 minutes – a second drinks service is done.
• Inflight catalogues are distributed to all customers.
• Hot food orders are taken.
• Scratchcard sales and procedures are completed well.
• Gifts service is completed on all flights and a PA is made specifically for the type of customers,
special events, etc.
• Transfer tickets are offered if available.
• Ensure excellent PA’s are completed at all times.
• Ensure excellent trolley displays at all times.
• Sales techniques are applied well.
• Cabin appearance – cleaned to Ryanair standards.
• 25 minute turnaround procedures are complied with.
• The correct car hire announcement is being made by the crew.
2.36 How do I ensure I deliver excellent customer

service?
• Always smile at the passengers.
• Use active listening i.e. look interested, enquire, stick to the point, neutralise your feelings.
• Pacify irate passengers. Always remember irate passengers are not always disruptive
passengers. By following the below procedures you can turn an unhappy passenger into a
satisfied passenger even on occasions where you cannot fulfil the passenger’s requests.
– Let the passenger vent their anger.

– Do not tell them to calm down – empathise with them instead.
– Do not take it personally.
– Work with the passenger to diffuse the situation.
– Prevent it from escalating.
• In certain cases a passenger’s behaviour may be problematic yet police involvement is not
necessary. When dealing with these situations please implement the below 3 point
guidance as implemented on the below example where passengers refuse to stop drinking
their own alcohol:
– INFORM the passengers in a friendly tone of our policy: “Sir / Madam, I just want to
inform you that according to our safety regulations you are not allowed to actually
consume your own alcohol onboard. Only alcohol that has actually been purchased
onboard can be consumed and I would like to ask you to please not take any more of
your alcohol. Thank you for your cooperation and understanding.”
– If this information does not resolve the situation then WARN the passenger in a polite
manner: “Excuse me, Sir / Madam, I did speak to you earlier and I would like to
remind you that you are not allowed to consume your own alcohol onboard. If you
choose to ignore this we would need to involve the Police, what I am sure neither of us
would like.”
– ACTION the matter calmly if the passenger continues to refuse by taking note of the
passenger’s name and reporting this incident in crewdock where the incident will be
reviewed and consideration will be given to banning the passenger from future
flights. Do not ask the passenger for their passport. Their name should be taken from
the passenger’s boarding card only.
• Always remember for every passenger you serve well they will tell two people by word of
mouth. But for every passenger you serve badly they will tell eight to ten people. Not every
passenger who is served badly will write to Ryanair to complain so not all complaints are
rectified. It is not the passengers who write in to the company that we should worry about;
it is the passengers who pass on their bad experience by word of mouth which creates a
bad reputation and affect the company’s sales.
• Remember – we offer the lowest fares, on modern aircraft, we get the passengers to their
destinations on time and don’t lose their bags. If we also deliver excellent onboard
customer service there is no reason for passengers to fly with any other airline.
Finally, the below contains a list of things that constitute as gross misconduct and are strictly
forbidden.
▪ Failure to adhere to our allocated seating policy.

▪ Sitting in passenger seats during the flight.
▪ Sleeping onboard / reading books / using electronic devices,
with the exception of the vPOS.
▪ Not carrying out a gifts service where time permitting, or a gifts
PA if no time for an actual gifts service.
▪ Not playing the punctuality announcement.
▪ Removing any item from the aircraft such as cooler bags, atlas
boxes, cup holders, kettles, etc.
▪ Poor customer service.
▪ Aggressive behaviour or rudeness towards our customers.
▪ Failure to ensure that the PIGS (Passenger Ideal Guidance

System) has been detached before retracting the stairs.
▪ Selling any ‘non Ryanair’ products on board any Ryanair flight.
▪ Using vPOS deals or reduced prices on non-approved flights.
Appendix A P a g e | 41
Zulu Times
Summer
In summer zulu times are relative to local times as follows:
2.36.1 Eastern European Time – EET bases (including KUN, PFO and all Greek
bases): Local time = Zulu + 3 hours.
2.36.2 Central European Time – CET bases (EU bases):

Local time = Zulu + 2 hours.
2.36.3 Coordinated Universal Time – UTC bases (including UK/Irish, Canary, Portuguese and
Moroccan bases):
Local time = Zulu + 1 hour.
2.36.4 Western European Time – WET bases

(PDL): Local time = Zulu time.
Winter
In winter zulu times are relative to local times as follows:
2.36.5 Eastern European Time – EET bases (including KUN, PFO and all Greek
bases): Local time = Zulu + 2 hours.
2.36.6 Central European Time – CET bases (EU bases):

Local time = Zulu + 1 hours.
2.36.7 Coordinated Universal Time – UTC bases (including UK/Irish, Canary, Portuguese and
Moroccan bases):
Local time = Zulu time.
2.36.8 Western European Time – WET bases

(PDL): Local time = Zulu − 1 hour.
Appendix B P a g e | 42
Transfer Policy
One of the great advantages of working at Ryanair is the ability to experience exciting locations in
Europe in which to live. You can sample island life in the Mediterranean, take a slice of city life in
Madrid, Rome, Barcelona, Dublin or London; or maybe Ryanair will open a base next to your home
town as we have done for many of our crew in Ponta Delgada, Paphos, Santiago De Compostela,
Krakow, Catania. . .
Ryanair is always increasing the number of bases we have – so if we don’t have a base at your
preferred location now, then chances are we will in the next number of years! Ryanairs’ policy is to
have the right number of crew in the right base at the right time and it makes sense to have crews in
bases where they want to be. However, that is not always possible. If we open a new base we
immediately require CSSs and experienced juniors. If we can’t source volunteers from the transfer
list then, we need to transfer existing crews which is why everybody in Ryanair is contractually liable
to transfer. If we didn’t have this flexibility then we simply couldn’t grow our business.
There are two yearly transfer reviews which we call transfer windows, to account for the summer
and winter schedule. On average we review close to 2,000 requests each time and our aim is to award
as many transfers as possible. It is in your interest to ensure you think long and hard before
applying for a transfer and ensure that you update your request should your circumstances or
preferences change. Once the transfer review has started there cannot be room for change so, when
you opt for a base, you must be sure that’s where you want to go as we will facilitate those contractual
transfers based on the preferences you have provided.
Ryanairs’ Policy in considering transfer requests where vacancies exist is simple:
• You should have at least one year’s flying experience on Ryanair aircraft – however in
exceptional circumstances e.g. new base announcements, aircraft reduction in your base etc.
we will take applications from crew regardless of service.
• Criteria for selection for a particular base is firstly that a vacancy exists in that base.
• If there is a surplus of transfer applications to a base with vacancies then we select the crew
with the best overall performance.
– Have you volunteered previously to transfer to a base when Ryanair required

transfers?
– Are you one of the top sales performers in your base?
– Have you an excellent attendance and punctuality record?
– Have you been commended for excellent customer service / safety?
Appendix B P a g e | 43
• You are not permitted to stipulate conditions on a contract type.
• If successful your transfer will be processed and you will be notified of your transfer date. At
this stage, there will be no option to change your mind.
• You should review your request regularly and ensure it is always up to date.
Appendix C
Sales and Service On-board

Announcements
Public Announcements (PAs) are a key tool for communicating with our passengers – get them right
and they are a great way to relay information or promote onboard sales; get them wrong however
and they only serve to annoy our customers–. According to our Always Getting Better Programme
Ryanair has put a focus onto the messages we convey in our PAs and what works or doesn’t work.
Following a detailed review of our procedures onboard, please note the following:
New Onboard Policy

Our customers should only be addressed onboard in one of two ways:
2.36.9 Via PA – this method should be used to talk to all passengers at once.
2.36.10 Direct interaction with an individual – Eye contact should be made with the individual so
that they are clear you are addressing them. Address the passenger clearly, e.g. “Good
morning / afternoon Sir / Madam . . . ”
The above are the only two methods that cabin crew should be communicating with our passengers.
It is not permitted to walk through the cabin calling any general messages, e.g. “Scratchcards,
scratchcards. . . ” or “Any hot food pre-orders. . . ”
If you need to address all passengers onboard, see below guidance on what makes an effective PA.
Pre-recorded PAs may be used, however if you use these, please do not make an additional manual
PA – one or the other please! On page 46 you have some new, updated standard PAs. These may be
used for our standard operations, however cabin crew may amend these to reflect their knowledge
of what is popular on specific routes or what will appeal to the particular passengers you have
onboard. If you feel you can do better than the standard PAs in this document, you may amend the
standard PAs, however make sure you are clear on what you are going to say (long pauses and
stumbling over words does not sound good), ensure they are factually correct and stick to the general
guidelines. Lastly remember that this guidance applies to sales / customer service PAs only
– All safety related messages remain as detailed in our SEP manual.
General PA Guidance
The following are a few of the guiding principles that are discussed within the AGB programme,
which could act as a useful guide to anyone who is considering creating a new or enhanced PA
announcement.
The average attention span for listening is around 19 seconds! Keep it short and effective.
What is your objective

When creating a PA announcement, it is important to consider the objective – it would be obvious to
state that we want the ultimate result to be a sale -– but what is the actual change in customer
behaviour that we want as a result of the announcement?
• Review the menu?

• Be aware of choice?
• Select a choice?
• Press the call bell?
• Prepare for an order?
• Place an order?
Language
Audio, visual and kinaesthetic people tend to use subtly different language – and tend to
respond to this language too:
Visual
• Look
• See
• Imagine
• Dream
• Visualise
Audio
• Hear
• Sound
• Reflect
• Noise
Kinaesthetic (action oriented)

• Do
• Try
• Touch
• Feel
• Test
Top emotionally charged words

In addition, it is worth noting the top five ‘emotionally charged’ words in English – in terms of
changing behaviour patterns:
1. You
2. Love
3. Free
4. Save
5. Money
Make it personal
With YOU being the most powerful word – sales messages are better if directed to individuals, rather
than to ‘Ladies & Gentlemen’. The latter tends to be very effective when providing ‘instructions’ or
‘directions’ – but less successful with sales messages.
Where possible and appropriate, minimise the use of ‘WE’ and replace with ‘I’. Use ‘you’, ‘your’,
‘yourself’ wherever p o s si ble .
How will they feel?

Try and find an appropriate balance between ‘product facts’ and ‘product feelings’.
People buy for one of 2 reasons:

• Avoid pain (hunger, thirst, forgetting a gift, worry of travelling into the city, etc.)
• Gain pleasure (satisfied, hosting a group, recognition, remembering a gift, kno
• wing how to transfer to rail services, etc.)
Tone of voice
The announcer needs to use the most appropriate tone of voice, but what tone is appropriate for an
announcement?
• Gifts – likely to be a more powerful tone of voice, stressing the quality, choice and affordability
of our products.
• Bar service – a more assumptive, approachable tone.
• Hot food orders – a supportive and encouraging tone, that supports our guests decision to eat
on board particularly through ‘meal deal’ pairings.
Standard Public Announcements

Breakfast PA
‘Good Morning! You are very welcome onboard this flight to XX. The whole team will be available
to look after you and this morning you have an amazing choice of breakfast items to choose from,
such as: freshly brewed Lavazza coffee, orange juice, a delicious pastry or a hot ham & cheese
croissant, my personal favourite!
Your hot food order is freshly prepared just for you, so shortly XX will be in the cabin to take your
hot food orders. They only take 10 minutes to prepare — so go on – treat yourself to a great breakfast.
For your convenience you can now retrieve your receipt for any purchases you make on–board today
through our website at any time in the future. Just visit Ryanair.com – Manage my booking. Your
drinks and snack service will be following shortly. Thank you.’
Lunchtime PA
‘Good Afternoon! You are very welcome onboard this flight to XX. The whole team will be available
to look after you and this afternoon you have an amazing choice of lunch items to choose from, such
as: freshly brewed Lavazza coffee, sandwiches, or may I recommend a delicious hot ham & cheese
panini!
Full details and our great value meal deals can be seen in the menu and your free onboard catalogue
which the team have just handed out. As we cook your choice to order and some stock is limited,
order early to ensure that you can enjoy yours! Just stop XX as they pass your seat, or press your call
bell to place your order. For your convenience you can now retrieve your receipt for any purchases
you make on–board today through our website at any time in the future. Just visit Ryanair.com –
Manage my booking. Thank you.’
Evening food service PA

‘Good Evening! You are very welcome onboard this flight to XX. The whole team will be available
to look after you and this evening you have an amazing choice of tasty items to choose from, such
as: our filling lasagne, a delicious hot ham & cheese Panini or why not try one of our many healthy
options!
Full details and our great value meal deals can be seen in the menu and your free onboard catalogue
which the team have just handed out. As we cook your choice to order and some stock is limited,
order early to ensure that you can enjoy yours! Just stop XX as they pass your seat, or press your call
bell to place your order. For your convenience you can now retrieve your receipt for any purchases
you make on–board today through our website at any time in the future. Just visit Ryanair.com –
Manage my booking. Thank you.’
2nd PA for flights over 90 min

‘If you are regretting not ordering that tasty Panini or delicious lasagne / sweet & sour chicken, don’t
worry! We do have a small selection of hot food and sandwiches available! Just stop XX as they pass
your seat, or press your call bell to place your order. Thank you.’
Gifts PA – Flights less than 1 hour

‘I know that many of you enjoy the huge savings that can be made on your favourite fragrances and
cosmetics – please take a moment to look in your free onboard catalogue to see much you can save
today – then simply press your call bell or ask any member of the team for more information. Thank
you.’
Standard gifts PA
‘On today’s flight you have a great choice of gift items including top perfumes, best–selling
aftershaves, cosmetics, jewellery and fun Ryanair gadgets – in fact something for all ages! Why not
treat a loved one, or yourself, to our product of the week XXX, retailing at just XXX. Full details can
be found on the back page of your free onboard catalogue. Thank you.’
Duty Free PA
‘On today’s flight you can chose from a fantastic range of spirits and cigarettes at duty free prices,
including our best seller XXX which retails at XXX. Just stop xx as they pass your seat, or press your
call bell to place your order. Thank you.’
Scratch Card PA
‘I hope you are enjoying your flight. Your chance to have some fun, make a difference to children in
Ireland / UK / Italy / Spain / Portugal / Europe and to win up to e 1m has come! We will shortly
pass through the cabin with our charity Scratch Card game. Your loose change really will make a big
difference to our charities including:
Routes To & From: Ireland
Jack & Jill, who provide respite to parents of terminally ill babies; and Grow, who are a mental health support
organisation.
Routes To & From: UK

Naomi House & Jacks Place, a hospice dedicated to the care of terminally ill children.
Routes To & From: Italy

The Meyer Children’s Hospital in Florence.
Routes To & From: Spain

Fundacion Pequeño Deseo & Little Wish in Spain, who makes dreams come true for seriously ill children.
Routes To & From: Portugal

Refugio Aboim Ascencao and Fundacao do Gil
On behalf of our charity partners, we thank you for your generosity and wish you the very best of
luck. Thank you.’
Bus and Rail Tickets PA

‘If you are travelling into the city and are not sure how to get there – we are pleased to provide
discounted transfer ticket from XX to YY. Just ask XX as she/he passes your seat or press the call bell
for more information. Thank you.’
‘Do you need train tickets for London? To beat the queues and save money buy your tickets on–
board. XX will be passing your seat shortly – just ask her/him for more information and to
buy your tickets. Thank you.’
Car hire PA
“For those of you seeking car hire, please visit Ryanair.com where we guarantee to offer the lowest
car hire prices. If you find a cheaper price elsewhere, we will refund double the difference. . .
Appendix D
vPOS
Receiving a new device

Policy:
All crew members must have completed the necessary training, and read and agreed to all policies
and procedures, including the “Rough Guide”, before they take control of a device. Once they receive
the device, they need to ensure it is fit for work by checking it for tampering and recording the serial
number for further inspection purposes.
Return of faulty devices

Policy:
Any faulty vPOS (mobile device) and PED devices must be returned to Retail In Motion. The devices
must be removed from use immediately on identifying a fault. Record of the serial numbers of these
devices and the fault, should be reported and sent to the Finance Manager.
Responsibilities of Parties:
The crew member is responsible for detecting any faults with their devices and reporting them to
Retail In Motion via the Online reporting tool. They then need to package the device in a cash bag
and arrange for it to be sent back to the cash office, in separate cash bag, with the next available cash
delivery.
Cash Office supervisor is responsible for taking the device and scanning the barcode on the cash
bag, and storing it securely until it can be collected by Retail-in-Motion.
Retail In Motion will arrange for the bag to be collected from the cash office. Once received they are
also responsible for examining any faulty devices, and providing replacement devices.
Finance Manager is responsible for following up with Retail In Motion about the faulty devices.
Return of assets on termination or role

change
Policy:
When staff members leave the business, vPOS (mobile device) and PED devices assigned to them
must be returned to the company in a secure manner.
When staff members change role within the business and no longer have a business need to utilise
the in-flight payment solution, the vPOS (mobile device) and PED devices assigned to them must be
returned to the company in a secure manner.
Devices must be removed from use and not re-assigned to another crew member.
The devices should be reported to Retail in Motion returned to them, securely, and once received,
they should be inspected, reset and re-assigned prior to use by another crew member.
The crew member is responsible for ensuring that they return the assigned vPOS device and PED
when they no longer have a business need for the vPOS device and PED, if they are leaving Ryanair
or if their employment with Ryanair is terminated.
The Base Supervisor is responsible for recovering the vPOS device and PED from the member of
staff and for examining the devices for any faults or evidence of any tampering. The Base Supervisor
is also responsible for packaging the devices and dispatching them back to the company.
Retail in Motion is responsible for inspecting returned devices and resetting them so that they can be
used again.
vPOS security incident and reporting

Policy:
All staff with security incident reporting and response responsibilities will be trained on these
policies and procedures at least annually and as appropriate to their role. The security incident
response plan must be tested annually.
Return of tampered devices

Policy:
When crew members inspect the vPOS (mobile device) and PED devices, and notice any evidence of
tampering, they must report this to Retail In Motion, immediately. In the report they should include
the serial numbers of these devices and tampering evident. The device should be immediately
removed from use and sent back to Retail In Motion for investigation.
The crew member is responsible for inspecting and detecting any unauthorised modification to or
tampering of their devices and reporting any suspicions or evidence of tampering to Retail In
Motion. They are also responsible for removing the device from use and sending it back to Retail In
Motion, immediately.
Retail In Motion are responsible for examining and investigating the tampering, following their own
security incident response plan, providing feedback to Ryanair advising on investigation findings
and providing replacement devices.
Finance Manager is responsible for following up with Retail In Motion about the tampered devices.
Finance Manager is responsible for ensuring annual testing of this incident response procedure is
conducted.
Reporting lost or stolen devices

Policy:
When crew member’s vPOS (mobile device) and PED devices are lost or stolen, they must report this
to Retail In Motion, immediately. In the report they should include the serial numbers of these
devices and details of the incident which lead to the report.
The crew member is responsible for reporting lost or stolen vPOS and PED devices to the Retail In
Motion, immediately.
Retail In Motion are responsible for providing replacement devices. They are also responsible for
investigating the reported incident (e.g. to determine if any evidence of connectivity/use of the
devices after the loss/theft), following their own security incident response plan, providing feedback
to Ryanair advising on investigation findings.
Finance Manager is responsible for following up with Retail In Motion about the lost/stolen devices.
Finance Manager is responsible for ensuring annual testing of this incident response procedure is
conducted.
Tamper and substitution inspection

Policy:
All vPOS (mobile device) and PED devices must be examined for substitution or tampering in
accordance with this policy. Serial numbers should be checked to ensure that substitution did not
occur. All possible points of tampering should be inspected, adhering to the below procedure. This
should be done either prior to, or during the crew briefing, before each flight.
Crew Members are responsible for inspecting for evidence of substitution or tampering.
Flight Supervisor (No.1) is responsible for the completion of the inflight report with confirmation of
the tamper checks.
vPOS and PED in use

Pre–Flight
Policy:
All vPOS (mobile device) and PED devices must be examined for tampering and set up for operation
in flight. All safety checks will be done for each device and this will be reported in the In-Flight
report. This is to be followed alongside the Acceptable Use Policy (Rough Guide).
Crew Members are responsible for inspecting for evidence of tampering, turning on device and
enabling “Flight Mode” for safe travel.
Flight Supervisor (No.1) is responsible for the completion of the inflight report with confirmation of
the tamper checks.
In–Flight
Policy:
All vPOS devices must be kept on the assigned person at all times. A crew member must only use
their own assigned vPOS. When processing cards, the crew member should only hand the customer
the PED to allow them to enter their PIN. The card should always be returned to the customer once
the transaction has been processed. No Card details should ever be recorded in any form other than
through the vPOS and PED. This is to be followed alongside the Acceptable Use Policy (Rough
Guide).
Crew Members are responsible for ensuring they keep their own device on them at all times and,
that they only process payments using their own device. They are also responsible for making sure
they do not allow unauthorised and unverified people to access or swap the devices. They are
responsible for noticing any suspicious behaviour from personnel and reporting it to the Chief
Security Officer.
Post–Flight
Policy:
All vPOS and PED devices must be kept by the assigned crew member. “Flight Mode” will be
disabled, the vPOS will connect to the GSM network and all transactions will be sent for processing
across this connection. The crew members will ensure that the vPOS and PED devices are charged
and kept secure between shifts to ensure they are available for the next shift. This is to be followed
alongside the Acceptable Use Policy (Rough Guide).
Crew Members are responsible for connecting to the GSM network to allow the transactions to
finalise. They are also responsible for ensuring the devices are kept secure and always available for
their shift.
Appendix E
Staff Travel Policy
• See crewdock.com for privilege travel rules and regulations, however note that staff travel is not
a right, it is a privilege which may be withdrawn or amended at the sole discretion of the
company. Any abuse will result in losing it.
• You may not use staff travel if / when you are absent from work for any reason, unless it is
agreed in writing in advance by the HR Department prior to travelling.
• Since you are on privileged staff travel when using blue tickets, neither you nor your
companions are entitled to EU261 compensation in the event of a cancellation or extended delay.
• Please review the Discounted Travel handbook on the staff intranet to remind yourself of the
full terms of using staff travel.
• Any abuse of staff travel privileges or the staff travel booking system (including making
fraudulent bookings or using another staff member’s log-in) will result in withdrawal of all staff
travel privileges and disciplinary action, up to and including dismissal.
• The company reserves the right to revoke staff travel privileges due to disciplinary action.
For the full list of conditions regarding Staff travel, please check on intranet.ryanair.com.

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Turnaround and Inflight Procedures Page |1

Turnaround and Inflight Procedures

Issue 18, Revision 0

4th June 2019

2 Inflight Flow of Service 23

C Sales and Service On-board Announcements 44

E Staff Travel Policy…………………………………………………………………………………..53

What’s in this guide?

Your role as cabin crew in Ryanair

1. The name of the person reporting the loss / theft.

What else do I need to know?

25 MINUTE TURNAROUND PROCEDURES

INFLIGHT FLOW OF SERVICE

1.1 What part do cabin crew play in the 25 Minute

1.2 When should I be at the aircraft on the first flight of my

1.3 When should the No. 4 go to the gate on

Figure 1.1: 25 Minute Turnaround

1.4 When should boarding begin?

1.5 What should the No. 4 be looking for during

1. Priority / Allocated Seating

What do I do if a non–priority passenger is in the priority

What happens if we are bussing the passengers?

1.6 What do the rest of the crew do while the No. 4 is

1.7 What do the security checks involve?

1.8 Security Check / Search Record

1.9 What do I do if an Inspector comes onboard my

1.10 What is required in the cleaning of the

1.11 How do we dispose of gash?

1.12 What should I do with lost

The CSS must note on an inflight report the following details:

• The name of dispatcher who accepts charge of the lost item.

1.13 What other checks should be completed on the

– Out of service facilities e.g. boilers, lights, etc.

1.14 Where can crew members travelling on staff or duty travel

1.15 What are crew’s duties during

1.17 When should a headcount be carried

1.19 What time should the aircraft doors be

1.20 Who adjusts the handrails?

1.21 What if there is a delay?

1.22 How do crew deal with difficult situations during

1.23 What should the crew be

– The doors will have closed at least 5 minutes previously.

– The crew will have armed their slides.

– The cabin will have been secured.

1.24 LOFO - Last off to first on

Below you can find a summary of our latest Turnaround procedure.

The intention is to:

Inflight Flow of Service

2.1 Why are sales important?

2.2 What’s in it for me?

• Sales performance is assessed when considering transfer / promotion requests.

• Every month different incentives are launched to promote sales.

2.3 What is the average spend?

2.4 How do I prepare myself for sales?

2.5 What if a passenger has an allergy?

2.6 When should I distribute the inflight

2.7 How should the inflight catalogues be

2.8 Why does the inflight catalogue distribution

2.9 Why do we do food orders?

2.10 What if there is no hot food

PRE-ORDER ONLINE SERVICE

The current selection of meals is as follows:

2.12 Before departure