In-Flight Customer Services
Provide quality customer services to ensure comfort and safety of passengers during flights
Type
Domain
Competency Area
In-Flight Services
Levels
Deliver quality customer services to ensure needs and requests of passengers are met
Direct passengers to the correct aisles based on their assigned seats during boarding
Assist passengers to stow and remove baggage from overhead compartments
Set up bassinets for passengers travelling with infants
Offer assistance to passengers with disabilities or special needs
Answer call lights and requests to ensure needs of passengers are met
Resolve passenger issues in an efficient and polite manner
Offer all available items and amenities as appropriate to ensure passenger comfort
Provide accurate and helpful advice to passengers
Announce information using standard operator phraseology
Maintain a conducive cabin environment through noise and light management
Provide fair and respective treatment to passengers to ensure no discrimination
Deliver personalised customer services to premium passengers
Perform briefings and assign roles and responsibilities to cabin crew based on flight requirements
Conduct pre-service briefings
Escort premium passengers to their assigned seats
Assist premium passengers to stow baggage and clothing items
Deliver personalised services to ensure the comfort and satisfaction of premium passengers
Perform service recovery for dissatisfied passengers
Engage passengers in conversations to make them feel comfortable
Initiate and offer available products and services to passengers as appropriate
Identify needs and preferences of passengers and make suitable recommendations for in- flight products and services
Manage in-flight sales and transactions
Manage accounts and inventories for in-flight sales
Assess in-flight customer services and provide guidance to cabin crew during flights
Oversee and evaluate the overall service delivery during flights to ensure alignment with organisational standards
Provide feedback and coaching to cabin crew on fulfilling organisational standards for customer service delivery
Share best practices on enhancing customer service delivery with the cabin crew