Quick Reference Economy Class

SERVICE STANDARD
ECONOMY CLASS
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Sept 2019
Edition 4
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Sep 2019
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Edition 1
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FLIGHT ATTENDANT STANDARDIZATION AND MANUAL

Date : 30 SEP 2019 JKTCCSGA
Edition : 4 Page :1
SERVICE STANDARD
ECONOMY CLASS
INDEX
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JE 1 – From This Moment ................................................................. 3
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JE 2 – This Is Your Space ................................................................. 4
JE 3 – Sit Back .................................................................................. 5
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JE 4 – Bon Appetit ............................................................................ 8
JE 5 – Dream Time......................................................................... 20
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JE 6 – For The Road Ahead ........................................................... 22
JE 7 – Before We Part.................................................................... 23
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JE 8 – Until The Next...................................................................... 23
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Edition : 4 Page :2
SERVICE STANDARD
ECONOMY CLASS
JE 1 – From this moment

Action Contents Dialogues
Greet and Welcome Guest  Greet passenger with a warm Indonesian greeting
smile, and eye contact and
engage in welcoming dialogues  Good morning/ afternoon/
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evening
 Welcome to our (Destination
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e.g. Shanghai) service.
 Great to have you with us today
 Lovely to see you today.
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Assist passengers as needed  Assist to seat  May I help you with your
 Offer assistance to stow hand luggage?
baggage Please…. May I?
 Stow jacket/coat Here’s your seat …
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 Mother with infant You’re seated here…
A window seat today!
Certainly, Do you have any
personal items to remove?
 I will hang your jacket in the
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closet for you and you’ll have
your jacket shortly before
landing
Offer/Serve Take off Issues  Offer take-off issue, when most Address 1 row (2 or 4 seats) at the
Welcome Drinks of the passengers have same time, if possible.
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boarded  An Orange juice for you?

or
 Sir, madam, sir
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Or Sweets/Candies

Edition : 4 Page :3
SERVICE STANDARD
ECONOMY CLASS
JE 1 – From this moment

Clearance  Clear empty juice in cups May I…
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JE2 – This is your space
Introductions to GarudaMiles  Introduction, using passengers’  Hello Mr.John, it’s good to have
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Platinum and SkyTeam Elite names you back. I am Josephine, my
Plus Members  Offer a newspaper discreetly (if crew and I will be taking care of
applicable) you today.
 Make confirmation of SPML to  Mr.John, thank you for
passenger choosing to fly Garuda
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Indonesia. We appreciate your
loyalty
 May I check how to say your
name Sir, Madam?
 Mr.John, the Jakarta Post for
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you.
SPML:
 Mr.Rovi, may I confirm your
request for a Asian Vegetarian
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Meal today?
 May I check your request is...?
 Thank you
Final Cabin Clearance  Clear cabin and galley equipment
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Secure for Take-off  Secure cabin and galley as per  Hello again. For your safety,
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Safety Emergency Procedure may I just check your seat belt

standard is fastened, and your seat back
is upright?
(If window shades are down)

 Would you kindly raise the
window shades please?
Thank you.

Edition : 4 Page :4
SERVICE STANDARD
ECONOMY CLASS
JE 3 – Sit Back
Assist with baby basinets or  Set up baby bassinets  Hello, it’s great to see you
any additional needs onboard today!
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 Distribute Amenity Kit (if
Amenity Kit preparation (if applicable)  Hi there, for your comfort would
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applicable) you like to eat before, after or
while your daughter/son is
served today madam.
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 Amenity kit for you, sir madam,
sir.
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Distribute Amenity Kit lU
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Edition : 4 Page :5
SERVICE STANDARD
ECONOMY CLASS
JE 3 a – Sit Back – Pre Dining Service

Pre-dining drinks before Lunch  Prepare Beverage trolleys
/Dinner  Prepare Meal trolleys
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Aperitif if using Beverage
Note:
trolley
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If applicable, serve Pre Dining
Drinks before Lunch / Dinner.
Please refer to Inflight Service
Schedule
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Aperitif if using Meal trolley
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If Choice of Drinks
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Aperitif/ Choice of Drinks  Offer drinks

If a drink is requested  Serve nibbles with drinks
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Note:
It is best to serve from the window
seat to the aisle; however, this can
be varied according to the
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readiness of passengers.
Use serving tray to serve
passengers seated on window seat.
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If two drinks are requested

Ladies must be served first.
Note:
Always prepare drink on serving
tray. Prepare by placing the serving
tray down on trolley extension (or
on top of trolley if trolley extension
is unavailable)

Edition : 4 Page :6
SERVICE STANDARD
ECONOMY CLASS

If Beer is requested, image of  Single jigger shot to service  Everyone comfortable?
the can should be opened spirits or cocktails.  Perhaps a refreshing juice,
glass of wine or cold beverage
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before dinner/lunch?
 May I offer you a glass of
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water with your wine?
 Sir, madam, sir.
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 Thank you.
If Hot beverage is requested If hot beverage is requested
during aperitif
 Certainly sir, perhaps a cold
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beverage before we ready
with your coffee
 Definitely madam, I’ll
arrange that for you right
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away.
 Enjoy!
Clearance by hand  Prepare clearance  Everything okay?
boxes/tray/tray  May I clear this for you?
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 Thank you.
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Offer / Serve Towel  Offer Towel (if applicable) Address 1 row (2 or 4 seats) at the
same time, if possible.
If Refreshing Towel NOTE:
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If the meal service start with Pre  A Towel (or just a gesture…)
Dining Service then Towel will  Sir, madam, sir.
be offered before Dining
Service
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If Warm Towel
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Edition : 4 Page :7
SERVICE STANDARD
ECONOMY CLASS

Towel distribution
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Towel Clearance  Clear used towel  May I...?
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JE4- Bon Appétit
Breakfast Service
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BF Meal Trolley  Meals and Drinks preparation
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Each trolley is prepared with
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hot main dishes and warm

bread
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Bread in its bag to keep it warm

Serve meal and drink  Serve meal and drink If SPML:
 Reconfirmation before serve:
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(Refer to cut off points for all aircraft Asian Vegetarian for your
types) Breakfast, Mr. John
 Here is your Breakfast Mr. John
 Other drinks will follow shortly
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If Regular:
 Ready for breakfast?
 We have two delicious choices
today, An Indonesian Regional
Cuisine and Western Cuisine/
Destination Country Cuisine
 We have natural omelette with
Edition : 4 Page :8
SERVICE STANDARD
ECONOMY CLASS
JE4- Bon Appétit

Breakfast Service
grilled chicken sausage or
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Indonesian fried rice with sweet
soya sauce fried chicken
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 May I offer you bread, Sir,
Madam?
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 Perhaps a croissant with your
breakfast?
(First, offering bread to passenger
on window seat)
 Tea, coffee for you sir,
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madam, sir?
 And perhaps a juice or
mineral water?
 Sir/Madam
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 Enjoy.
2nd round 2nd round trolley preparation
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2nd round trolley

If Brewed Tea/Coffee  Pull trolley to cabin When clearing
 Clear empty plate of 1st course,  I trust you enjoyed your …
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put in the trolley  May I?

 Rearrange equipment on the
tray International Main
 Place main course and dessert/  The salmon omelette and
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herbed tomato.
cheese
If Individual Tea  Enjoy Mr. James
 Name the dishes
 Perhaps some ketchup with
 Offer replenish
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that?
 Certainly
 If passenger requested other
beverage, inform them that it
If passenger requested other
will be served shortly
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If Hot Chocolate beverage

 I will be back shortly with your
 Serve condiment and other … (requested beverage)
requested beverage
 Your … (requested beverage),
Mr Shaw
 Enjoy

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SERVICE STANDARD
ECONOMY CLASS
JE4- Bon Appétit

Breakfast Service
Clearance  Final clearance using clearance  May I?
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box
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JE 4 – Bon Appétit
Lunch/ Dinner Service
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L/D Meal Trolley  Meals and Drinks preparation
If International routes with soup
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and alcoholic beverage is
applicable
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If International routes with

alcoholic beverage is applicable
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If Domestic & MEA routes

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Edition : 4 Page :10
SERVICE STANDARD
ECONOMY CLASS
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 Serve meal and drink If SPML:
(Refer to cut off points for all Asian Vegetarian for your lunch,
aircraft types) Mr. John
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 Here is your Lunch Mr. John
e.g. AVML with bread and soup

If Regular:
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with drink.
 Ready for dinner?
We have two delicious choices
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 We have baked fish with tuturuga
sauce and steam rice for the
Indonesian Cuisine or three
colour tortelini cheese with
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bolognese sauce
 May I offer bread and soup with

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your lunch/dinner today?
 And perhaps a refreshing juice,

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glass of wine or cold beverage?

 A glass of water with your wine
sir, madam, sir?
 And perhaps a juice or mineral
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water?
 Sir/Madam
 Enjoy.

SERVICE STANDARD
ECONOMY CLASS
2nd Round Service  Prepare hot beverage with  May I refresh your ….?
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clearance service
 Provide top up of drink
  May I top up your Chardonnay,
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If Wine Walking Prepare wine with wine cloth
 Provide top up of wine sir?
 Serve wine to passenger  May I refresh your Cabernet
Sauvignon madam?
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requests
 I will be right back Sir. May I offer
you water also?
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3rd Round Service 3rd Round Service preparation
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Coffee service with clearance
 2nd or 3rd round service +  Perhaps some more juice or
If 2nd or Coffee Service as 3rd clearance: mineral water
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round with Hot Beverage and  Tea, coffee or a hot chocolate for
Clearance service  Offer hot beverage you sir?
 A refreshing juice, soft drink or
If Brewed Tea/Coffee  Clear trays and used monouse / perhaps a tea/ coffee?
paper cup
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COFFEE
 Definitely madam, I’ll arrange
coffee for you right away.
 Certainly
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If Individual Tea TEA

 Would you prefer with milk or
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lemon?
SERVING TEA
 Green tea, madam
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If Hot Chocolate HOT CHOCOLATE

 Hot chocolate, sir
 Enjoy.
 Was everything okay?
 May I clear these trays?
 May I?

SERVICE STANDARD
ECONOMY CLASS
Clearance  Final clearance using clearance  May I?
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box/tray
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SERVICE STANDARD
ECONOMY CLASS
Supper/ Refreshment Service
Supper/ Refreshment Meal  Meals and Drinks preparation
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Trolley
Domestic & MEA routes
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International routes
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 Serve meal and drink If SPML:

(Refer to cut off points for all Asian Vegetarian for your
aircraft types) Supper, Mr. John
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 Here is your supper Mr. John

If Regular:
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Meal Service
 Ready for supper?
 We have two delicious choices
 We have baked fish with tuturuga
sauce and steam rice for the

SERVICE STANDARD
ECONOMY CLASS
Indonesian Cuisine or three
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colour tortelini cheese with
bolognese sauce
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 May I offer bread with your meal
today?
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 And perhaps a refreshing juice,
glass of wine or cold beverage?
 A glass of water with your wine
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sir, madam, sir?
 And perhaps a juice or mineral
water?
 Sir/Madam
 Enjoy.
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2nd Round Service  Prepare hot beverage with
clearance service
 Provide top up of drink
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SERVICE STANDARD
ECONOMY CLASS
2nd round with Hot Beverage  2nd round service + clearance:  Perhaps some more juice or
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and Clearance service mineral water
 Offer hot beverage  Tea, coffee or a hot chocolate for
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you sir?
 Clear trays and used monouse/  A refreshing juice, soft drink or
paper cup perhaps a tea/ coffee?
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COFFEE
If Brewed Tea/Coffee  Definitely madam, I’ll arrange
coffee for you right away.
 Certainly
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TEA
 Would you prefer with milk or
lemon?
If Individual Tea
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SERVING TEA
 Green tea, madam
HOT CHOCOLATE
 Hot chocolate, sir
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 Enjoy.
If Hot Chocolate  Was everything okay?
 May I clear these trays?
 May I?
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Sir, madam, sir.

Final clearance  Final clearance using clearance  May I ?
box/tray
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SERVICE STANDARD
ECONOMY CLASS
JE4- Bon Appétit

In Between Fuel/ Snack Service
Preparation of Snack/ IBF
 Snack and Drinks preparation
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If Warm Snack If Cold snack
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If Fun Snack
Beverage trolley preparation
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Domestic & MEA routes

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Domestic ultra short, extra

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short, and short

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SERVICE STANDARD
ECONOMY CLASS
JE4- Bon Appétit

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Domestic medium and above
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IBF with beverage trolley (Int’l
route)
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Snack/ IBF service  Snack service  Everyone comfortable?
 IBF service (warm and cold)
If Snack
 Fun Snack service  Good morning, afternoon/
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evening everyone.
 A snack for you Sir, Madam, Sir?
 Today’s snack is_____
 Hello Mr. Farik, your _______
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snack.
 May I offer you any drinks?

If Warm Snack  A refreshing juice, water or
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perhaps a tea/
coffee?
 Tea, certainly Sir. With milk and
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sugar?
 Water to go with your ice cream,
sir.
 A juice or wine to go with that sir
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If Cold Snack madam sir?

 Water with your wine sir, madam,
sir?
 Enjoy!
U sectors:
 Your drink is in your snack paper
bag.

SERVICE STANDARD
ECONOMY CLASS
JE4- Bon Appétit

Clearance  Clearance  Everything okay?
 May I clear this for you?
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 Thank you.
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SERVICE STANDARD
ECONOMY CLASS
JE5- Dream Time

Galley snack  Set up galley snack using bread  Would you like to try one of our
basket snacks?
 How about a tasty packet of XX
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sir, madam?
 Any drinks to go with your
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snack?
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Arrival documentation  Does anyone need any help to
complete the landing card?
 A landing card for you, sir
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madam, sir?
 Our duty free service will be
starting shortly.
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e.g. Chinese Immigration Card
Duty free  Duty free magazine and trolleys  Ladies and gentlemen, time for
shopping
 Any duty free, gifts for your
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loved ones?
 There is a great selection in our
magazine.
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Patrol the cabin and offer

water/juice every 60 minutes
Trays of drinks  Prepare trays of drinks
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If a drink is requested  Serve trays of drinks FWD   Hello again everyone

AFT  Water, juice?
If hot beverage is requested -

 Certainly sir, I will arrange
straight away and be back with
your coffee as soon as possible.

SERVICE STANDARD
ECONOMY CLASS
If two drinks are requested
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Clearance by hand  Prepare clearance boxes/ tray  May I?
FWD  AFT
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SERVICE STANDARD
ECONOMY CLASS
JE6- For the road ahead

If Breakfast, then Wake the
Passengers
Pre dining Service  Pre dining service (if applicable).
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Please refer to Inflight Service
Schedule and JE 3
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Offer/ Serve Towel  If the meal service start with pre- Address 1 row (2 or 4 seats) at the
dining service, then offer towel same time, if possible.
If Refreshing Towel after pre-dining service
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 Mr. Shaw. Good morning, sir.
Or  An orange juice for you?
 If pre-dining service is not  A Towel (or just a gesture…)
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applicable, then offer towel
before dining service  Sir, madam, sir.
If Warm Towel Or
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 Offer towel with eye-opener (if
applicable)
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Towel Distribution
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 Clear hot towels

 I will clear these. Sir, madam, sir
 May I clear this for you?
 Thank you.
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 Continue Meal service (Breakfast/ Lunch/ Dinner/ Refreshment/ Supper/ IBF/ Snack)
as per JE 4

SERVICE STANDARD
ECONOMY CLASS
JE7- Before we part

Collect used blankets  May I ?
Assist the passengers as  Please stow your belongings,
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appropriate either under the seat or up
here?

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Seat belt fastened, seat in the
upright position and window
shades up.
 Thank you so much.
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Farewell to GarudaMiles MdC farewells  Thank you for joining us today,
Platinum, SkyTeam Elite Plus Mr. Shaw, I hope you enjoyed
Members, and VIPs your flight.
 It’s a pleasure having you
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onboard Ms. Diyanti. I hope to
see you again soon.
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JE8- Until the next
After Landing, Proceed to  Advise passengers on  Thank you again.
Disembarkation Positions disembarkation door  We look forward to seeing you
 Bid farewell
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again soon on another of our

 Crew at the back to make a flights.
presence at the last rows of the  Bye for now.
cabin,  Goodbye.
Reflect and Share  Flight Service Manager to gather all crew together either in aircraft or
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outside and engage crew to reflect and share:

 On sector/flight experience
 Passengers’ reaction and feedback
 Team’s performance
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Debrief  Flight Service Manager/MdC to share thoughts on the service,

passenger feedback and teamwork
 Encourage sharing of ideas
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 Review what went right

 Praise good performance
 Review what can be better
 Set flight goal/s for subsequent sector or flight
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SERVICE STANDARD
ECONOMY CLASS
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INTENTIONALLY LEFT BLANK

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SERVICE STANDARD

FLIGHT ATTENDANT STANDARDIZATION AND MANUAL

FLIGHT ATTENDANT STANDARDIZATION AND MANUAL

JE 1 – From this moment

boarded  An Orange juice for you?

FLIGHT ATTENDANT STANDARDIZATION AND MANUAL

JE 1 – From this moment

Safety Emergency Procedure may I just check your seat belt

(If window shades are down)

FLIGHT ATTENDANT STANDARDIZATION AND MANUAL

FLIGHT ATTENDANT STANDARDIZATION AND MANUAL

JE 3 a – Sit Back – Pre Dining Service

Aperitif/ Choice of Drinks  Offer drinks

If two drinks are requested

FLIGHT ATTENDANT STANDARDIZATION AND MANUAL

JE 3 a – Sit Back – Pre Dining Service

 Sir, madam, sir.

FLIGHT ATTENDANT STANDARDIZATION AND MANUAL

JE 3 a – Sit Back – Pre Dining Service

hot main dishes and warm

Bread in its bag to keep it warm

JE4- Bon Appétit

2nd round trolley

put in the trolley  May I?

If Hot Chocolate beverage

FLIGHT ATTENDANT STANDARDIZATION AND MANUAL

JE4- Bon Appétit

If International routes with

If Domestic & MEA routes

FLIGHT ATTENDANT STANDARDIZATION AND MANUAL

e.g. AVML with bread and soup

Destination Country Cuisine

 May I offer bread and soup with

your lunch/dinner today?

 And perhaps a refreshing juice,

glass of wine or cold beverage?

FLIGHT ATTENDANT STANDARDIZATION AND MANUAL

If Individual Tea TEA

If Hot Chocolate HOT CHOCOLATE

FLIGHT ATTENDANT STANDARDIZATION AND MANUAL

FLIGHT ATTENDANT STANDARDIZATION AND MANUAL

 Serve meal and drink If SPML:

 Here is your supper Mr. John

FLIGHT ATTENDANT STANDARDIZATION AND MANUAL

FLIGHT ATTENDANT STANDARDIZATION AND MANUAL

Sir, madam, sir.

FLIGHT ATTENDANT STANDARDIZATION AND MANUAL

JE4- Bon Appétit

Domestic & MEA routes

Domestic ultra short, extra

short, and short

FLIGHT ATTENDANT STANDARDIZATION AND MANUAL

JE4- Bon Appétit

 May I offer you any drinks?

If Cold Snack madam sir?

FLIGHT ATTENDANT STANDARDIZATION AND MANUAL

JE4- Bon Appétit

FLIGHT ATTENDANT STANDARDIZATION AND MANUAL

JE5- Dream Time

Patrol the cabin and offer

If a drink is requested  Serve trays of drinks FWD   Hello again everyone

If hot beverage is requested -