IN-FLIGHT SITUATIONS

Teacher Glaucia Mendoza

Teacher Glaucia Mendoza
Teacher Glaucia Mendoza
1 – During take-off a passenger gets up from his seat. What do you say?
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2 – A passenger asks for a sandwich or a meal, but there isn’t any on board. What do you
say?
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Teacher Glaucia Mendoza

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3 – A passenger asks: “How do I turn my light on?” What do you say?

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Teacher Glaucia Mendoza

4 – You notice there’s a tall passenger sitting in the middle seat, who doesn’t feel
comfortable. There’s another seat available. What do you say?
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5- A mother is carrying a baby, who is crying a lot. What do you do to help her?
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Teacher Glaucia Mendoza

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6 – During boarding, a family complains because they’re sitting apart. What do you do?
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Teacher Glaucia Mendoza

7 – A passenger wants to visit the cockpit during the flight. What do you say to the
passenger?
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Teacher Glaucia Mendoza
8 – A passenger feels insecure every time he travels by plane. What do you do to help him?
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9 – You are concerned because a passenger has been in the toilet for a very long time.
What do you do?
Teacher Glaucia Mendoza
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10 – A passenger speaks neither Portuguese, nor English. Nobody understands him. What
do you do?
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Teacher Glaucia Mendoza

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11 – A passenger is complaining because the child seated behind him has been hitting the
back of his seat many times. What do you do?
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Teacher Glaucia Mendoza

12 – A passenger sitting next to the window can’t eat because a fat passenger seated in
front of him has reclined his seat. What can you do to help the passenger?
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13 – A passenger took the dog out of the kennel, during the flight. What do you do?
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Teacher Glaucia Mendoza

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14 – A mother has fastened her seatbelt around herself and her baby. What do you say?
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Teacher Glaucia Mendoza

15 – A passenger asks you about his connection. What do you answer?
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16 – A passenger wants to read while the cabin lights are turned off. What can you do to
Teacher Glaucia Mendoza
help him?
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17 – A passenger is feeling sick. (air sickness) How do you help him?

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Teacher Glaucia Mendoza

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18 – A passenger can’t hear anything through the headset. What do you do?
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Teacher Glaucia Mendoza

19 – A passenger can just hear music through the headset, but she/he wants to hear the film
soundtrack.
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Teacher Glaucia Mendoza
20 – A passenger asks for upgrade. What’s your answer?
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21 – A little child is alone, in the middle of the aisle, at night. What do you do?
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Teacher Glaucia Mendoza
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22 – A drunk passenger asks for another wine/ beer. What do you answer?
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Teacher Glaucia Mendoza

23 – A passenger is trying to sleep, but the others are speaking very loud, during the night.
What do you do?
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24 – A drunk passenger wants to visit the cockpit. Permission is denied, but he stands up
Teacher Glaucia Mendoza
and insists on going there, forcing his way towards the cockpit. What’s the procedure?
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25 – You’re serving meals and overthrow everything on the passenger’s lap. What do you
do?
Teacher Glaucia Mendoza
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26 – A passenger seems to be having a heart attack. What’s the procedure?

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Teacher Glaucia Mendoza

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27 – A passenger puts his luggage in the emergency exit. What do you do?
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Teacher Glaucia Mendoza

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28- A passenger asks you why the flight is delayed. What can you say? What are the
reasons that delay a flight?
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Teacher Glaucia Mendoza

29- A passenger wants to know why the flight was diverted to another airport. What can the
possible answers be?
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30 – A passenger complains that the man sitting next to her has had too much drink and
Teacher Glaucia Mendoza
keeps on bothering her.
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31 – A passenger complains the toilets are dirty.

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Teacher Glaucia Mendoza

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32 – A passenger complains that his seat doesn’t recline. The airplane is full.
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Teacher Glaucia Mendoza

33 – A foreign passenger/ a pregnant woman/ a child is sitting at the emergency exit. What
do you do?
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34 – An overweight passenger, sitting at the emergency window asks for an extension seat
belt. What do you do?

Teacher Glaucia Mendoza

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Teacher Glaucia Mendoza

35 – There are two passengers with the same seat number. (seat duplication)
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Teacher Glaucia Mendoza

36 – Two children are running in the aisle, during the flight. What do you do?
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37 – It was a night flight and there was a noisy group of passengers playing games. The
passengers who were sitting near them looked apparently annoyed. What do you do?
Teacher Glaucia Mendoza
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38 – A passenger boards with luggage that doesn’t fit in the overhead compartment.
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Teacher Glaucia Mendoza

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39 – A passenger is flying for the first time and he/she is afraid.

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Teacher Glaucia Mendoza

40 – After taking off, a passenger reports that he left his briefcase in the departure lounge.
What can you do to help him?
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41 – A passenger complains that his snack date is expired. What do you do?
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Teacher Glaucia Mendoza

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42 – You congratulate a passenger for her pregnancy. She isn’t pregnant in fact. What do
you do?
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Teacher Glaucia Mendoza

52 – You spill drink on a passenger.
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Teacher Glaucia Mendoza

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53 – A passenger complains that the food is bad.

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Teacher Glaucia Mendoza

59 – A passenger is smoking in the lavatory.
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Teacher Glaucia Mendoza

60 – A passenger is using the cell phone after the doors have been closed.
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Teacher Glaucia Mendoza
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61 – The passenger’s computer is turned on during landing procedure.

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Teacher Glaucia Mendoza

62 – A passenger insists that the route of the plane is wrong. What do you do?
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63 – The window shade does not open. What do you do?

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Teacher Glaucia Mendoza

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64 – The video screen does not work. What do you do?

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Teacher Glaucia Mendoza
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65 – A passenger complains it’s very hot .

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Teacher Glaucia Mendoza

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66 – A passenger asks the name of the river you’re flying over. What’s your answer?
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Teacher Glaucia Mendoza

67 – Two passengers are arguing during the flight. What’s the procedure?
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68 – A passenger complains he has a strong pain in his chest. Do you give any medicine to
Teacher Glaucia Mendoza
him?
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70 – A passenger asks how to get to VCP. He is in CGH.

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Teacher Glaucia Mendoza

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71 – During turbulence, a passenger stands up and walks in the aisle. What do you do?
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72 – There’s a drunk passenger bothering the flight attendants, speaking loud, in the galley.
Teacher Glaucia Mendoza
What do you say?
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73 – A passenger asks about the smoke coming out of the air conditioning system.

Teacher Glaucia Mendoza

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74 – A couple starts fighting during the flight. What’s the procedure?

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Teacher Glaucia Mendoza

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75 – If a passenger asks you how to become a flight attendant, what do you answer?

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Teacher Glaucia Mendoza

76 – A passenger complains that the man sitting next to him has taken off his shoes and his
feet are stinking. What can you do?
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77 – A passenger complains about everything.

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Teacher Glaucia Mendoza

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78 – A passenger tries to open the main door during the flight. What do you do?
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Teacher Glaucia Mendoza
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80 – A passenger complains that the captain didn’t make the announcement in English.
What do you do?
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Teacher Glaucia Mendoza
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81 – A passenger asks you to open the door because she won’t be able to travel. She’s very
nervous. The plane hasn’t taken off yet.
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Teacher Glaucia Mendoza

83 – A passenger is listening to music in a loud volume.
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Teacher Glaucia Mendoza

84 – Due to severe turbulence you have to interrupt the in-flight service. Make an
announcement in order to explain the situation and calm down the passengers.
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Teacher Glaucia Mendoza

85 – A passenger complains it’s too cold. What do you do?
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86– A mother puts the baby to sleep on the floor, during the flight. What do you do?
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Teacher Glaucia Mendoza

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87 – There’s a child disturbing the in-flight service. You have to ask his parents to keep the
child with them. You have to be very polite.
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Teacher Glaucia Mendoza

88 – A passenger asks: “Will we be able to land in this storm?” What’s your answer?
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89– Two passengers are fighting for space in the overhead compartment. What do you do?
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Teacher Glaucia Mendoza
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90– Explain the procedure for fire in the oven/ coffee maker
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91– Explain the procedure for fire in the lavatory

Teacher Glaucia Mendoza

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92 – Explain the procedure for unexpected turbulence

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93 – Explain the procedure for depressurization/ decompression

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Teacher Glaucia Mendoza

94– A passenger asks you how a plane can fly. What do you say?
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95- A passenger asks if he can take some snacks home, to his children. What do you
answer?
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Teacher Glaucia Mendoza

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96- A passenger is trying to read, but the reading light is not working. The plane is full.
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Teacher Glaucia Mendoza

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97- A passenger boards the plane and he is angry because he had some problems at the
check-in counter.
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Teacher Glaucia Mendoza

98- If you see a passenger being rude to your colleague, what do you do?
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99- There is an unaccompanied minor on board and the child is very sad. What do you do?
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100- A passenger can’t open the overhead compartment. What do you do?

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101- Why do you think some passengers take their frustrations out on cabin crew,
even though the cabin crew is trying to help them?
Teacher Glaucia Mendoza
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102- What would you do if you saw one of your Flight Attendant colleagues being
deliberately rude to a passenger?

Teacher Glaucia Mendoza

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103- What would you do if a commercially important passenger complained that

another commercially important passenger was snoring too loud behind him?

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Teacher Glaucia Mendoza
104- If, for example, there were 60 children on the flight, but you only had 40 toys.
How would you deal with this situation?

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105- What would you do if the seat belt signs were on and the aircraft was about to
take off, but a passenger insisted that he had to kneel down to conduct his prayer due
to religious reasons?
Teacher Glaucia Mendoza
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106- What’s the procedure for unaccompanied minors?

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108- What’s your opinion about the in-flight service? What would you change if you
could?

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Teacher Glaucia Mendoza
109- Have you ever had an emergency on board? Tell me about it.

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110- Tell me 3 main problems that you usually have on the flights

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112- Tell me about emergency equipment.

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113- Tell me 3 important things that you can find on a flight to save your life in case
of an emergency

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Teacher Glaucia Mendoza

113 B- Tell me 3 important things that passengers can find just on AZUL flights?
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114- Tell me about in-flight service, live TV and air conditioner

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Teacher Glaucia Mendoza
115- What kind of emergencies can you have during the flight?

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116- What do you do before take off?

Teacher Glaucia Mendoza
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117- What do you do after take off?

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118- How long does it take to arrive here, from your house?

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119- How can you inform a customer, that he needs to keep the cel phone in flight
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mode?

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120- Tell me some qualities that are essential for a good leader/ flight attendant?

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121- Describe a perfect day for you.

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122- Tell me a place that you liked to visit.

Teacher Glaucia Mendoza
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123- What are your plans for the future?

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124- Have you ever had passengers in need on your flights?/ Who are the passengers
in need?

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125- What did you do yesterday?

Teacher Glaucia Mendoza

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126- What will you do tomorrow?

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127- Which position do you prefer to fly? 2L or 2R? In the galley or in the aisle.

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128- What do your parents do for a living?

Teacher Glaucia Mendoza

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129- Have you ever had an embarrassing situation on board?

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130- Tell me your routine as a cabin leader.

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131- If an overweight passenger can’t open his table, what do you do?
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132- If an unaccompanied minor is crying because he’s hungry, what do you do?

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Teacher Glaucia Mendoza
Teacher Glaucia Mendoza