Cabin Crew
While Pilots are vital for the operation of an airline on scheduled routes, the in flight cabin crew is responsible for ensuring the comfort and care of passengers on board. The opinion of passengers is based on the quality of service an airline provides. Establishing and maintaining the reputation of an airline for quality service is the responsibility of the cabin crew. Flight supervisors, air hostesses, flight pursers and flight attendants are in the true sense public relations officers on board an aircraft, communicating the message of goodwill through care and hospitality. People in these jobs have a happy blend of personality, intelligence, enthusiasm and imagination and have an intense and abiding interest in people as well as travel destinations.
Nature of Work
Air hostesses and flight pursers under the supervision of senior flight supervisors offer in flight passenger services. They look after the welfare, comfort and safety of passengers travelling in the aircraft. While the job appears to be glamorous it’s demands are remorselessly stressful both physically as well as mentally. The responsibilities begin much before the passengers embark.
They carry out a pre flight check of emergency equipments, first aid kits, and check that the aircraft and toilets are tidy and seat pocket information is in place. They have to check that sufficient quantities of meals and beverages have been provided on board by catering in charge of the flight kitchen. Greeting passengers on the aircraft, managing their seating and storage of hand baggage, giving instructions/demonstrations for the use of emergency equipment and serving food and beverages during the flight are routine duties.
They are trained in dealing with ill health of passengers as also flight emergencies which is in fact the real test of their courage and responsibility. After each flight the cabin crew submit a report on medication administered, cabin equipment and stocks, account of duty free items sold etc.
Duty hours often extend into the night, holidays and weekends as flights operate round the clock. The in flight working hours are approximately 75-85 hours per month and ground duty hours spent in preparing for the flight or waiting for delayed flights, may vary but could be almost the same. The crew may be away from their home bases during long distance flights. During this period, the airlines provides them with hotel accommodation and airport allowances to cover meal and miscellaneous expenses. Crew members get off days based on variations in flight schedules.
There is no doubt that the job of crew members is interesting, but it is also extremely demanding, both physically and emotionally. Duties are long and work pressure immense. There may be passengers on board whose demands need to be handled with professional tact and integrity. For those with the right personality and acumen the work is satisfying as well as rewarding. They get lucrative professional benefits.
The job offers them the opportunity to become a regular visitor to some of the region’s and the world’s most exciting cities. They also get discounted travel benefits for themselves and their family members.
Personal Characteristics
An ideal cabin attendant is sociable with a naturally warm and pleasant personality and someone who can meet passengers’ needs through sincere yet professional service. Agility, stamina and good health are vital to attend to the stressful duties for long hours. The job demands accountability hence people who are responsible, calm and hardworking will find work rewarding.
Crew members are expected to have a polite, tactful and confident disposition. The work on board an aircraft demands an ability to work as part of a team. Clear speech, good conversational skills and fluency in English, Hindi, a regional language and a foreign language are required.
Educational eligibility
The national air carriers recruit graduates from all subject streams in the 19-25 years age group for training as air hostesses and flight pursers. Preference is given to degree or diploma holders in hotel management/tourism. Female candidates from the Home science background, fulfilling other requirements, are also preferred. Some private airlines, however, have selected applicants after class XII from the age group of 18-21 years.
International airlines recruit air hostesses from the age group of 18-35 years. Good language ability and proficiency in English, Hindi, a regional language and at least one foreign language are essential requirements for in flight crew members working for national or international carriers. Some foreign airlines give weightage to previous customer service experience. They also give preference to candidates who are fluent in the language of the region for which they are making recruitment's e.g. an airline operating in the South East Asian region would give preference to a candidate with some knowledge of a language of the region.
Physical requirements
For air hostesses a minimum height of 157.5 cm and for Flight pursers a minimum height of 163 cm has been laid down. Proportionate weight is also desirable. Normal eyesight without glasses or a minimum of uncorrected distant vision of 6.4 is acceptable.
Selection/Training
While most airlines maintain data banks of prospective candidates suitable for recruitment as cabin crew, the vacancies are generally advertised from time to time. The process of selection followed by national carriers is slightly different from that of international carriers. The former, after careful scrutiny of applications, call candidates for a written test comprising of general knowledge, mental ability and verbal ability. This is followed by an interview and group discussion.
International airlines on the other hand conduct a preliminary interview during which the measurement of height and weight of the applicants is also checked. Candidates have to then take a written test which is a test of general knowledge, mental ability, language ability (including vocabulary, listening, reading, speaking tests for Hindi and English). This is followed by the main interview. During this the candidate’s language fluency, diction, voice, communication skill, personality and reaction to adverse situations is assessed.
Candidates are expected to have good knowledge of the aviation industry. Selected candidates are trained by the airline. Each airline has a training schedule for the freshly recruited in flight staff and this is carried out at their exclusive training centres or by agencies appointed by them. Air India trains its cabin crew at Mumbai while Indian Airlines has its training centre at Hyderabad. International airlines send the recruited candidates to their headquarters where the training is carried out over a span of a few weeks.
During the training, recruits are taught technical, safety and interpersonal skills. They are familiarised with the aviation technicalities as well as about the destinations they are expected to be flying on. Food and beverage service, emergency management and first aid comprise the practical part of training. Most of the practical training including flight safety exercises are carried out in mock aircraft cabins. The training generally lasts for six to seven weeks after which flight trainees are assigned to work in the economy class during which time they also participate in progressive training and development to enhance their in flight skills.
Cabin crew of national carriers serve the airlines till the age of fifty eight years and in the in flight division can become deputy general managers. With experience they become supervisors and assign and oversee the work of junior cabin crew members. Most airlines allow crew members to opt for training and supervisory positions after they have the required experience.
What lures young people to this profession is most evidently the glamour of air travel as also the lifestyle. It is true that the pay scales are attractive and the perks and allowances alluring. International carriers pay almost three times as much as national airlines. Besides attractive perks you get free air tickets for yourself and your family for travelling on the routes your airline covers.
With international airlines you get the opportunity to see the world both at leisure and on duty. But to remind the aspirant all this comes along with tremendous toil. The long flights will keep you on your toes for hours on end, short journeys will demand brisk service, some passengers may demand constant care and of course you will face the challenge of making the journey comfortable for some irate passengers too. It is certainly going to be a challenge to be polite, gentle and gracious on every flight you serve. There is no place for self pity or praise for it is your duty to make the journey memorable for guests on board and each day offers fresh challenge.
