2. 1.2 – Describe the Post-flight procedures and de- briefing at the end of a duty period Key words in this element which you will need to understand and use – Cabin Items Unserviceable – items which may be unserviceable (U/S) which can be ignored or those which need repair – Minor repair or engineer repair – Oxygen Bottle below minimum Lap Tray broken overhead light faulty

3. 1.2 – Describe the Post-flight procedures & de- briefing at the end of a duty period Key words in this element which you will need to understand and use – Overall Service – this includes the in-flight service – Meals Drinks Duty/tax free/paid goods Taking payments Reconciling takings Resolving passenger complaints + includes – Reassuring passenger concerns e.g. missed drinks, wrong meals, flight information, turbulent conditions, minor ailments etc.

4. 1.2 – Describe the Post-flight procedures & de- briefing at the end of a duty period Key words in this element which you will need to understand and use – Overall Feedback to Crew – including Good practice Observations for the future i.e. pro-active work Teamwork Stamina during long flights etc.

5. 1.2 – Describe the Post-flight procedures & de- briefing at the end of a duty period Key words in this element which you will need to understand and use – Checking Messages - Checking own pigeon hole Crewing information Roster changes E-mail/voice mail (if appropriate)

6. 1.2 – Describe the Post-flight procedures & de- briefing at the end of a duty period Key words in this element which you will need to understand and use – Check and Confirm that aircraft is - Secure Sterile Appropriate checks Any left luggage Any left packages

7. 1.2 – Describe the Post-flight procedures & de- briefing at the end of a duty period Key words in this element which you will need to understand and use – Stop-overs, consider - Hotel regulations Check-out Departure times Smoking/drinking in uniform Appropriate modes of behaviour Airline specific instructions

8. 1.2 – Describe the Post-flight procedures & de- briefing at the end of a duty period When asked about how the flight went for you in the post flight de-brief consider these response methods – Discuss any unserviceable items – State how the service went in your area and the feedback from passengers inc: i. Drinks ii. Meals

9. 1.2 – Describe the Post-flight procedures & de- briefing at the end of a duty period When asked about how the flight went for you in the post flight de-brief consider these response methods – Discuss any unserviceable items – State how the service went in your area and the feedback from passengers inc: i. Drinks ii. Meals iii. Answering queries (e.g. making a duty/tax free/paid sale) iv. Taking Sterling, Foreign currency, Travellers cheques, Euro cheques, Credit/Debit cards etc.

10. 1.2 – Describe the Post-flight procedures & de- briefing at the end of a duty period When asked about how the flight went for you in the post flight de-brief consider these response methods – Discuss dealing with – i. Concerns ii. Complaints Discuss questions you could be asked by your SCCM –

11. 1.2 – Describe the Post-flight procedures & de- briefing at the end of a duty period When asked about how the flight went for you in the post flight de-brief consider these response methods – Discuss how could the overall feedback be given by your SCCM? Consider two messages you could receive from your airline –

12. 1.2 – Describe the Post-flight procedures & de- briefing at the end of a duty period Now consider an overall post flight de-brief – Cabin Items Unserviceable Overall Service Cabin Defects Log Flight/Incident Report(s) Checking Bar takings Overall Feedback to Crew Confidential Reports Checking Messages

13. 1.2 – Describe the Post-flight procedures & de- briefing at the end of a duty period - there is an opportunity for group work here which may be developed later, in groups of 3+ you can allocate yourselves cabin crew roles and questions and see how a typical post-flight de-briefing could work in practice. Try asking typical questions – for example – “Were there any incidents we need to discuss?” Response – passenger in row 7d had a nose bleed.