A Flight Attendant's Essential Guide: From Passenger Relations to Challenging Situations

A Flight Attendant's Essential Guide: From Passenger Relations to Challenging Situations

by Colin C. Law


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A Flight Attendant's Essential Guide is written for airline executives, university lecturers who specialize in the airline industry, and for undergraduate students preparing for a career as a flight attendant. Those working in passenger, aircraft, airport as well as general communications at an airport or aircraft can benefit from this book though a thorough understanding the responsibilities of flight attendants. This guidebook primarily focuses on the passenger aspect of in-flight service, including operations and communication skills, and how flight attendants interact with passengers at each phase of a flight.

Product Details

ISBN-13: 9781627347280
Publisher: Universal-Publishers.com
Publication date: 06/17/2019
Pages: 504
Sales rank: 633,347
Product dimensions: 6.14(w) x 9.21(h) x 1.01(d)

About the Author

Colin C. Law is academician of Air Transportation Management. Prior to joining the academic field, he had worked in the customer service, reservation and finance departments of a major international carrier for nearly ten years. This extensive experience in customer service and airline operations has enabled him to develop multiple airline courses for the tertiary education sector and provide working professionals with insight into the airline industry. Colin is also the author of other critically acclaimed textbooks on airline airport operations, and is the author of A Practical Guide to Airline Customer Service: From Airline Operations to Passenger Services and the co-author of Introduction to Airline Ground Service.

Table of Contents

Preface vii

About the Author ix

Chapter 1 The Flight Attendant 1

Chapter 2 The Aircraft Cabin 19

Chapter 3 Passenger Facilities 51

Chapter 4 Flight Preparation 83

Chapter 5 Passenger Boarding 133

Chapter 6 Preparation for Departure 161

Chapter 7 Inflight Service 191

Chapter 8 Arrival 235

Chapter 9 Inflight Catering 259

Chapter 10 Special Customer Handling 285

Chapter 11 Dealing with Illness 313

Chapter 12 Safety and Security 337

Chapter 13 Flight Emergency 367

Chapter 14 Crew Scheduling 409

Chapter 15 Crew Resource Management 429

Chapter 16 Inflight Documents 449

Index 487

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