2. On-site disposal measures
1) Grasp the decision requirements for boarding.
A. In the case of normal flight operation, the on-site support personnel decide the boarding time of passengers according to the actual preparations (including those in the flight crew and engine room) and operational standards such as maintenance release;
In the case of abnormal operation of flight B, AOC, captain and on-site support personnel will discuss and determine the boarding time of passengers;
C in areas without on-site support personnel, the flight crew will contact the airport operation command center to issue boarding instructions.
A. Make preparations for each cabin in advance to ensure smooth information communication; If it is known in advance that the flight crew and the crew are not boarding at the same time, there may be a risk of late boarding. The crew can inform the on-site support unit in advance when boarding, and prompt the ground support unit to inform and obtain the consent of the captain (or his agent) before arranging passengers to board.
B. After the relevant preparations are made in the cabin, the captain shall be informed of the preparations in the cabin in time; If it is known that there is a risk of boarding delay caused by other units, the cabin manager (flight attendant) should contact the ground support unit to understand the specific reasons and uniformly explain the caliber, and at the same time arrange the crew to prepare for the follow-up information notification and remedial measures in advance.
A. When welcoming the passengers, the cabin manager/flight attendant should apologize to the passengers while welcoming them, and apologize for the long waiting, thanking the passengers for their understanding and cooperation.
B Arrange flight attendants to confirm the cabin temperature in advance and prepare napkins, ice water, etc. And distribute towels, napkins, ice water, etc. Communicate to the dissatisfied or sweaty passengers in the cabin in time, meet the needs of passengers at the first time, and reduce the dissatisfaction of passengers.
Reference language:
1) Boarding stage: Good morning/good noon/good afternoon/hello, welcome aboard, sorry to have kept you waiting, please (please take your seat according to your seat number) …
2) When the passenger's dissatisfaction is high, you can refer to the following apology broadcast:
Ladies and gentlemen, due to (ground preparation/cabin cleaning preparation/temporary mechanical failure, etc. ), passengers wait too long on the covered bridge/passenger elevator car/shuttle bus, which brings you inconvenience during boarding. We apologize for your understanding and patience. If you need anything, please feel free to contact the cabin attendant.
In case of flight delay, flight attendants should verify that the reasons for the delay are the same among the operating network, flight attendants and ground personnel, and then inform passengers of the reasons for the delay.
If the flight delay is caused by multiple reasons, it is necessary to integrate multiple reasons, sort out the logical order, and inform passengers of multiple reasons through broadcasting to avoid disputes caused by each passenger's understanding deviation, which will lead to passengers' dissatisfaction with the flight attendants' explanation.
Pay attention to passengers' emotions, play entertainment programs in the cabin as appropriate, constantly patrol the cabin, answer passengers' questions in time, and provide mineral water, tea and snacks (according to actual equipment). If it is during meal time, the cabin manager/flight attendant should provide catering service for passengers according to the actual waiting time and take remedial measures in time.
First, flight attendants should first apologize for the inconvenience caused by flight delays, record passenger demand information, and inform the ground personnel of the transfer station of the relevant needs of passengers as soon as they land;
B flight attendants should predict the transit time of passengers and make reasonable explanations for passengers according to the difference of transit time:
A. If the passenger's delayed transit time is less than the shortest transit time between airports, the staff of the transfer stations around our company will inform the transfer passengers in advance, and the flight attendants can inform the passengers. The staff of the transfer station will come to pick up the plane after landing and guide the passengers to go through the subsequent transfer procedures;
B. If the passenger's delayed transit time is sufficient and does not meet the shortest transit time at the airport, the flight attendant can inform the passenger to consult the transit counter or HNA ground crew;
C. For special passengers, such as wheelchairs and unaccompanied passengers, there will be ground staff at the transfer station to help passengers with transfer procedures, regardless of the length of time, and the flight attendants can inform them;
C. If the passengers are emotional or influenced by a wide range of passengers (such as passengers traveling in groups or families), the flight attendants can feed back the passengers' needs to the cockpit before taking off, and the flight attendants will contact and notify the on-site support unit of the transfer station as appropriate.
D flight attendants should pay attention to language and attitude when explaining to passengers. They should be targeted, and they should not easily promise compensation to passengers, or guarantee that there will be ground staff to help you, so as to avoid passive service due to the inability to guarantee ground service.
Reference language:
1) For the broadcast of delay notice, please refer to 3.2 Delays in Cabin Attendant Broadcast Words.
2) Notice example of flight delay caused by various reasons: due to the weather at the airport, the aircraft needs to be de-iced, and the de-icing needs to wait in line. Suggested broadcast: At present, due to the weather at XX airport, planes need to queue up for deicing. Please have a rest and wait in your seat. If there is any further information, we will inform you by radio at any time. If you need anything, please feel free to contact us. Thank you for your understanding and cooperation. )
3) Communication about transfer and accommodation: Hello, I'm sorry for the inconvenience caused to your subsequent trip. Our captain is actively contacting the ground personnel about the departure of the flight, and we have/will inform the ground units of your requirements as soon as possible after landing. Our company has a best laid plans that handles delayed flights. (For transit passengers), the ground support unit is also concerned about the connection of your subsequent transit flights. After landing, our ground personnel can give you more detailed answers and guidance.
1) the common situation of changing seats on the plane.
A. The passenger's seating qualification does not meet, such as the age of the passenger does not meet the requirements of emergency exit seating;
B family passenger seats are not checked in together;
C the number of oxygen masks does not meet;
D passengers choose their seats online, but their seats are changed when they check in.
The adjustment of temporary seats on board should first be explained to passengers from the perspective of ensuring passenger safety (such as stowage balance, emergency exit passengers' responsibilities, and the use of oxygen masks).
In view of the arrangement on the ground, passengers' seats need to be replaced. If passengers question the check-in operation and are not satisfied all the time, the flight attendants should apologize for the inconvenience caused to the passengers to appease their emotions.
B In addition to actively adjusting the seats for passengers, it is also necessary to understand the passengers' subsequent needs and inform passengers that if they need a reply from the company, they can feed back the relevant information to the company through the flight attendants for subsequent processing;
C cabin manager (flight attendant) will give feedback for filing as required.
Reference language:
Adjustment of emergency exit seat: Hello, excuse me, this is the emergency exit seat. In an emergency, you need to bear the corresponding emergency responsibility. Because of XX, it is not suitable to sit here. Can I exchange it for you?
B For family passengers, the seat is not worth the flight: Hello, you can negotiate with the passengers next to you first. If you need our help, please feel free to contact us.
C In view of the discrepancy in the number of oxygen masks: Hello, due to the number of oxygen masks in this row, for the safety of you and your baby, we will adjust you to sit in X row and X seat. Thank you for your cooperation.
D. seats that can't be adjusted: hello, I'm very sorry that the flight seats are full and I can't adjust your seats for the time being. We have recorded your feedback and will give it back to the company for follow-up processing after landing. Do you need a telephone reply from our company?
1) coordinate ground support.
For special passengers such as wheelchair passengers, unaccompanied children and the elderly, the cabin manager/flight attendant should contact the ground crew as soon as possible, or contact our agent to inform the airport ground crew and coordinate the ground crew to pick up the plane as soon as possible.
Assist passengers to sit in front seats as appropriate, and arrange flight attendants to take charge of the passage to appease passengers, so as to alleviate the annoyance caused by passengers waiting for a long time.
Reference language:
Hello, due to the rush hour, the ground crew we arranged to receive you is on the way. A moment, please. Do you have any luggage? There are more spacious seats in front. Why don't we sit in the front and wait? We'll help you with your luggage.
1) Disposal of passengers before boarding
Before the flight, the crew should keep the fault query in the DD list of the operating network to understand the situation of flight restricted seats; If the flight attendant knows that the check-in of passengers is restricted before boarding, the cabin manager/flight attendant should take the initiative to contact the boarding gate staff, inform the passengers of the seat failure when boarding, and ask the passengers to agree to replace the seats for the passengers;
A. If there are interchangeable seats, get the consent of passengers to change seats for them;
B. If the flight is full, the cabin manager/flight attendant should remind the person in charge of the passage to always pay attention to this passenger and actively find and respond to the passenger's needs; You can introduce the integral compensation service to passengers, record passenger information and apply for integral compensation for passengers.
Reference language:
I am very sorry for your bad flight experience today, and thank you for your understanding and support for our work. Later, we will feedback your information to the relevant departments of the company and apply for points compensation for you. If you have any questions, please feel free to contact us or call the customer service hotline 95339 for consultation.
1) Adjust the compartment temperature in advance.
The direct preparation stage is set according to the cabin temperature standard, and the cabin temperature is perceived by the flight attendants. If the temperature is uncomfortable, feedback it to the cabin manager/flight attendant for adjustment before boarding.
The cabin manager/flight attendant should adjust the cabin temperature in time, and if it is impossible to adjust the cabin temperature, he should broadcast an apology in time;
B for the cabin temperature is too high, it can provide passengers with ice water, cold towels, open vents and other services;
C for the cabin temperature is too low, you can provide hot water for passengers, close the ventilation holes, and help passengers take clothes.
D get in touch with the captain in time and ask when the ground support vehicles (bullet trains, air-conditioned cars, etc.) will arrive. ) will be in place to explain the answer to the passengers.
Reference language:
1) For details, please refer to 3.3 Passenger Comfort in the cabin crew broadcast;
2) The number of blankets is insufficient, and the passenger demand is more. If there are more elderly people and children on the flight, the following broadcasts can be made as appropriate:
Ladies and gentlemen,
Because there are many old people and children flying today, all the blankets have been distributed, and we have also raised the cabin temperature. If you still feel that the cabin temperature is not suitable, please contact the cabin attendant.
1) dissatisfied with the catering.
If the passengers are not satisfied with the on-board catering, they can refer to the Working Tips on Defining the Handling Process of Problem Meals on Board, and do not shirk their responsibilities or avoid problems in line with the principle of solving practical problems for passengers.
Apologize in time, thank the passengers for their suggestions for improvement, provide remedial services, and advise passengers to use their own headphones and do a good job of explanation and filing.
Reference language:
1) Not satisfied with the food:
Hello, I am very sorry for the discomfort/bad flight experience caused by the product. We will prepare XX (food, fruit or snacks) for you now. I hope you like it. Your feedback will also be fed back to the aviation food company as soon as the plane lands and will be followed up. If you need anything else, please feel free to contact us.
2) Insufficient number of headphones:
In order to protect the earth's environment and realize sustainable development, the disposable headphones on the plane are only used as backup. If you have your own headphones, you can give priority to using your own headphones. I'm very sorry for the inconvenience.
3) Poor quality of headphones:
I am very sorry to bring you a bad flying experience, and thank you very much for your feedback, which shows that you are very concerned about our products. For the poor quality of headphones, we will give feedback to the relevant departments of the company after landing, so that you can see our progress and changes next time you take our flight. Thank you.
1) information announcement
If the passengers are dissatisfied due to such reasons, the cabin manager/flight attendant should broadcast the information to the passengers in time after obtaining it, and ensure the consistency of the information.
Pay attention to passenger dynamics, take care of passengers' emotions, strengthen cabin monitoring, and avoid other unsafe incidents.
If the passengers are not satisfied with other kinds of problems, the cabin manager/flight attendant should report it for the record according to the actual situation after landing.
Reference language:
For the broadcast in alternate situation, please refer to Chapter 3, Special Broadcasting, in the cabin crew's broadcast words.