GREETING ADDRESS PSGR BODY LANGUAGE

SIR WARM TONE OF VOICE

MADAM APPROPRIATE SMILE

Mr. OPEN BODY GESTURE

Mrs. LISTEN TO PSGR’S RESPONSE

GOOD MORNING/
AFTERNOON/
EVENING

HOW ARE YOU TODAY?

NICE TO SEE YOU AGAIN

REQUESTING

MAKING A REQUEST ACTION

WOULD YOU MIND PUTTING YOUR BAGGAGE ON THE SCALE
SHOWING ME YOUR PASSPORT
WOULD YOU KINDLY PUT YOUR BAGGAGE ON THE SCALE
WOULD YOU PLEASE SHOW ME YOUR TICKET/PASSPORT/VISA
MAY I ASK/REQUEST YOU TO SIGN YOUR NAME HERE
FILL IN THE FORM
WHEN THERE IS A NEED TO ASK PASSENGER TO WAIT

REQUESTING KEEPING PSGR INFORMED THANK PSGR

PASSENGER FOR WAITING
TO WAIT
IF YOU WOULD I AM CHECKING/FOLLOWING I AM SORRY TO KEEP YOU
KINDLY WAIT UP/ WAITING
FOR JUST A MINUTE FINDING OUT FOR YOU THANK YOU FOR YOUR
SIR, PATIENCE
I WILL BE WITH YOU WE WILL BE BOARDING VERY
IN A FEW SHORTLY I APPRECDIATE YOUR
MINUTES Mr. PLEASE TAKE A SEAT FIRST UNDERSTANDING
IF YOU WOULD
KINDLY STAY WE WILL MAKE A BOARDING
HERE….. ANNOUNCEMENT WHEN THE A/C IS REDY
PLEASE WAIT FOR A
MINUTE
AND …
I AM SORRY TO KEEP
YOU
WAITING
DO & DON’TS

SITUATION DON’TS DOS

SHOW UNDERSTANDING OK OK YES/RIGHT
TO THE SITUATION I KNOW YES,I SEE
YA,I KNOW
YES, YES
GIVING BAD NEWS/ NO,NO,NO I’AM AFRAID THAT THE
SHOW DISAGREEMENT YOU ARE WRONG I’AM VERY SORRY THAT
I DON’T AGREE
I DON’T THINK SO,SORRY
APOLOGISE TO PSGR WE’RE NOT RESPONSBILE I’AM SORRY
IT’S NOT MY FAULT I DO APOLOGISE FOR THE
INCONVENIENCE
ASK PASSENGER HOW WHAT DO YOU WANT? PLEASE LET ME KNOW WHAT
YOU CAN HELP WHAT DO YOU MEAN? I CAN DO FOR YOU?
HOW MAY I HELP YOU?
IS THERE ANYTHING I CAN HELP YOU ?
HELP PASSENGER WITH IT’S YOUR PROBLEM PLEASE LET ME KNOW WHAT I CAN DO
HIS/HER PROBLEM IT’S NOT MY PROBLEM FOR YOU?

HELP PSGR TO FIND OUT I DON’T KNOW PLEASE LET ME FIND OUT FOR YOUR
THE ANSWER WHY DON’T YOU CHECK
YOURSELF?
ASK PASSENGER TO WAIT PLEASE WAIT FOR A MOMENT WHILE…
WAIT POLITELY HOLD ON THANK YOU
I DON’T HAVE FOUR WOULD YOU PLEASE WAIT FOR A MOMENT
HANDS AND I WILL…..FOR YOU. THANK YOU
GET PASSENGER’S LOOK HERE PLASE NOTE
ATTENTION ON SOMETHING
HELP PSGR TO UNDERSTAND PLEASE LISTEN MAY I EXPLAIN THIS TO YOU
THE SITUATION DON’T YOU KNOW THAT

EXPLAIN PSGR WHAT WE CAN WE CAN NOT WHAT WE CAN DO IS

DO & WE DON’T PSGRS ARE ALLOWED/RECOMMEND
WHAT ARE ALLOWED YOU CAN’T TO
EXPLAIN OUR GUIDELINES TO IT’S OUR COMPANY OUR GUIDELINES SAY…
PSGR POLICY THE STANDARD PRACTICE IS…
IT’S A RULE ALL PSGRS ARE REQUIRED
ASK PASSENGER TO SPEED UP HURRY,HURRY,HURRY SORRY TO HURRY YOU BUT YOUR FLIGHT WILL
POLITELY PLEASE HURRY UP BE LEAVING IN ..MTS
I’AM SORRY FOR RUSHING YOU BUT
INVITE THE NEXT PASSENGER NEXT MAY I HELP YOU SIR?
NEXT ONE
NEXT PLEASE
REQUEST PSGR FOR THEIR TICKET AND PASSPORT MAY I SEE YOUR TICKET AND PASSPORT
TRAVEL DOCUMENT YOUR TICKET AND PLEASE?
PASSPORT
FARE TO PASSENGER BYE BYE GOOD BYE SIR/MADAM
GOOD BYE,HAVE A PLEASANT FLIGHT
GOOD BYE,ENJOY YOUR TRIP