Cabin Operations

Flight Operations Briefing Notes Crew Communication

Flight Operations Briefing Notes

Cabin Operations
Crew Communication

I Introduction
Effective communication between cabin crew and flight crew is essential. It is a key
element in setting the tone for the management of the flight. Communication enables
cabin crew to contribute to the decision-making process and to enhance situational
awareness in normal and abnormal situations.
Communication is essential for the safe operation of the aircraft as many accident
analyses have indicated that communicating information between the cabin and the
cockpit is vital to flight safety.

II Statistical Data - Background Information

Statistical Data

A survey of pilot safety representatives and cabin crew stated that:

• 37 percent of the cabin crew
• 60 percent of the pilots

thought that communication between flight and cabin crew was adequate.

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Crew Resource Management (CRM)

CRM can be defined as the effective use of all available resources (e.g. all crew, aircraft
systems and supporting facilities), to achieve safe and efficient operations (EU-OPS and
ICAO)
Initially, CRM was for flight crew only. Today, it is a mandatory part of all cabin crew
training in EASA and FAA operating regions and many countries throughout the world.

It helps crew to be:

• Objective
• Effective

CRM reviews topics such as:

• Situational awareness
• Effective communication
• Planning and decision-making
• Stress awareness
• Human factors

Company Culture

The company should encourage good communication between the flight crew and the
cabin crew and provide all employees with:
• The marketing policy (e.g. service-orientation)
• The operator safety policy (e.g. Procedures)

The company also has responsibility in promoting:

• The feeling of cooperation and mutual respect and understanding
• Effective communication between flight and cabin crew
• Joint pre-flight briefings for flight and cabin crew to review operational procedures
• Joint debriefings for safety-related occurrences
• Update of Standard Operating Procedures

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III Crew Communication/Coordination

III.1 Standard Operating Procedures

Standard Operating Procedures (SOPs) are a set of written instructions that document a
routine or a repetitive activity during the normal course of their duty. They detail the
work processes that are conducted.
SOPs are a form of communication that is provided by the operators to crew. When the
procedures are understood and adhered to, they provide a common ground and
understanding between the entire crew.
Many operators have crew of different cultures and nationalities who are sometimes
based in various parts of the world. The common language of SOPs enables all crew to
work together and communicate.
SOPs are structured in a specific format and should be followed in a concise, step- by–
step manner. They are designed to ensure that cabin crew go through the correct
process when performing actions such as operating doors and arming/disarming slides.
Emergency procedures are essential when unusual events occur (e.g. oven smoke, etc).
Crew can coordinate following the written procedures and be reactive and effective.

III.2 Cabin Intercommunication Data System (CIDS)

CIDS is an automated information system for cabin crew and maintenance crew. CIDS
is used to communicate, control, program and indicate various aircraft and cabin
systems:
• Air conditioning
• Communication
• Fire protection
• Ice protection
• Lights
• Water and Waste

The CIDS system is also able to detect faults in its components and the connected
equipment automatically. If faults are detected, indications will appear on the Flight
Attendant Panel (FAP) to alert the cabin crew.

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III.3 Communication with All Ground Personnel

Communication with maintenance personnel is important when a technical malfunction
occurs. All technical incidents must be reported to them as maintenance personnel
ensure the good working condition of an aircraft.

When catering personnel are onboard the aircraft, cabin crew should be present in the
galley area to monitor catering operations. It enables the cabin crew to ensure that all
equipment is in good working order and clean (e.g. trolleys/brakes, ovens, handles and
latches). This gives the cabin crew the opportunity to have the equipment replaced if
possible.

The boarding of the aircraft is a very coordinated task between the flight crew, cabin
crew and boarding staff. In order to avoid confusion and the boarding of the passengers
before the cabin preparation is complete, cabin crew should communicate with the
boarding staff.

III.4 Reporting
Reporting is another means of communication that enables the cabin crew to inform the
flight crew, safety management or maintenance crew when an unusual event occurs. It
is a good way to reduce or eliminate the risk of incidents/accidents or deviations to
procedures.

The cabin crew should function as an extension of the flight crew, to ensure safety in
the cabin and should never hesitate to report to the flight crew when they think that
the safety of the cabin is threatened. They should raise their situational awareness
during operations such as:
• De/anti-icing operations:
− A very light coating of snow or ice on the wings can lead a dramatic outcome.
• Fueling/defueling:
− Threat of fuel leaks, fire

Passengers can also be a great source of information, and may sometimes be the first
to bring information to cabin crew regarding:
• The cabin (noise, fumes, smoke, fire, loose objects…)
• Other passengers behavior
• Aircraft condition (window seals, wings, fuselage…)

Any event or incident should also be reported if it is believed that:

• The safety of the operation can be improved
• SOPs are not efficient enough

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• Some events/incidents should be reviewed during training in order to reduce their

occurrences

The report of an event/incident can be delivered in different ways:

• Aural:
− The content of the report must be concise, as precise as possible with a clear
terminology to report problems and the actions taken (e.g. oven fire)
• Written:
− the reporting process in the logbook should be as simple as possible and well
documented, including details as to what, where and when (e.g. oxygen used
during the flight and needs to be replaced)

IV Operational and Human Factors Affecting Crew Communication

Several factors can deteriorate communication between crew:

• Difficulties in the transmission of communication:
− Distortion of information due to background noise, excessive feedback (and
volume) on the Passenger Announcement and interphone
• SOPs:
− Sterile Cockpit rule when the flight crew should only be disturbed for safety
related issues
− Poor communication due to the reinforced cockpit door policy
• Fatigue:
− Long flight times, early check-in, late checkout.
• Stress:
− Company pressure, high workload
• Cultural differences:
− Crew flying together may be from different nationalities and the company
language may not be their mother tongue. Cultural differences are not just
limited to different countries of origin, but education, upbringing and values
• Company culture:
− Some operators do not encourage communication between flight and cabin crew
• Assumptions:
− One of the parties “assumes” that the other party knows or is aware of a
situation, and there is no communication at all
− The sender of a message may assume that the person receiving the message
understands the content and context

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• Perception:
− Bad or poor perception of each other’s duties
• Lack of confidence:
− A lack of confidence in the abilities of the other members of the crew

V Summary of Key Points

• Operators should develop a company culture, which encourages communication,
teamwork, situational awareness and safety culture among its crews
• Operators should organize joint CRM training between flight and cabin crew
whenever possible to enable them to gain a better understanding of each other’s
duties
• Cabin crew should follow detailed SOPs to that all crew are familiar with the flight
standards and expectations.
• Communication and cooperation with ground personnel are part of safe operation of
a flight
• Reporting philosophy can enhance procedures and reduce safety threats. Crew
should feel free to communicate and report not only to their immediate hierarchy
(Pursers) but also the cabin crew safety management. It will create and/or improve
the chain of communication between the different departments (e.g. flight and cabin
crew management) reinforcing the safety culture and teamwork.

VI Associated Flight Operations Briefing Notes

The following Flight Operations Briefing Notes briefing notes can be read to complete
this information:
• Effective Briefings for Cabin Operations

VII Regulatory References

• FAA - AC 120-51- Crew Resource Management Training
• FAA - AC 120-48 - Communication and Coordination Between Flight Crew and Flight
Attendants

VIII Airbus References

• A318/A319/A320/A321, A330, A340 & A380 Cabin Crew Operation Manuals
• Getting to Grips with Cabin Safety (Brochure)

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IX Additional Reading Materials / Websites References

• FAA – Chapter 33 – Cabin Safety and Flight Attendant Management
http://fsims.faa.gov/PICDetail.aspx
• EASA – Sections 1 & 2 Sub-Part O – Cabin Crew
http://eur-lex.europa.eu/LexUriServ/LexUriServ.do
• Transportation Safety Board of Canada
http://www.tsb.gc.ca/eng/rapports-reports/aviation/2010/index.asp
• National Transportation Safety Board
http://www.ntsb.gov/doclib/safetystudies/SS0001.pdf
• Aircraft Accident Database
http://www.rgwcherry-adb.co.uk/adb/introduction.asp
• Flight Safety Foundation – Publications
http://flightsafety.org/archives-and-resources/aviation-safety-events
• CAA UK – CAP 789 – Requirements and Guidance Material for Operators
http://www.caa.co.uk/docs

This FOBN is part of a set of Flight Operations Briefing Notes that provide an overview of the applicable standards, flying
techniques and best practices, operational and human factors, suggested company prevention strategies and personal lines-
of-defense related to major threats and hazards to flight operations safety.

This FOBN is intended to enhance the reader's flight safety awareness but it shall not supersede the applicable regulations
and the Airbus or airline's operational documentation; should any deviation appear between this FOBN and the Airbus or
airline’s AFM / (M)MEL / FCOM / QRH / FCTM / CCOM, the latter shall prevail at all times.

In the interest of aviation safety, this FOBN may be reproduced in whole or in part - in all media - or translated; any use of
this FOBN shall not modify its contents or alter an excerpt from its original context. Any commercial use is strictly excluded.
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FOBN Reference : FLT_OPS – CAB_OPS – SEQ 02 – REV 02 – December 2011

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