2 Non Normal Flashcards
Communication of Non-normal Events:
- What needs to be communicated by cabin crew to flight crew as soon as possible when a non-normal event occurs?
- Who will notify the company of non-normal events?
- What is the format and information given in a non-normal brief?
- What must the Captain confirm with the CM when briefing for a non-normal event?
2.1 A non-normal event is any situation that deviates from a normal situation. This could occur in flight, on the ground or anywhere while on duty.
During a non-normal event flight/cabin crew members may communicate via interphone or the Captain may request Cabin Manager (CM) to enter flight deck.
An additional crew member is not required to guard the flight deck door when it is open
2.1.1 The following information, as applicable, shall be communicated by cabin crew to flight crew as soon as possible when a non-normal event occurs:
- Nature of event
- Action taken/being taken
- Treatment
- Outcome
- Crew welfare.
Flight crew will notify the company of non-normal events.
2.1.2 During a non-normal event the flight crew shall give the CM a non-normal brief. The non-normal brief is used by flight crew to communicate to cabin crew a plan of action specific to the non-normal event that may result in a cabin preparation:
- Captain shall confirm with the CM if a Cabin Preparation IS or IS NOT required.
- Non-normal brief shall be conducted using the following format:
NITS
a. Nature.
b. Intended plan of action.
c. Time available.
d. Special Instructions.
- CM shall take notes and repeat the information back to captain including whether a cabin preparation IS or IS NOT required prior to leaving flight deck.
- CM shall brief cabin crew members on information received and repeat if a Cabin Preparation IS or IS NOT required.
- The CM shall advise captain after briefing complete.
- Captain shall make PA to passengers if appropriate.
For Cabin Preparation procedures crew shall refer to Section 2.2 - Cabin Preparation.
Cabin Preparation:
- What is the fundamental intent of the cabin preparation drill?
- How long approximately does a Cabin Preparation take?
- If less time is available, list items that can be omitted from the drill.
- Can the cabin preparation be adapted to specific circumstances when faced with unexpected or changing conditions
2.2 The fundamental intent of the Cabin Preparation Drill is for cabin crew to demonstrate critical safety actions important to passengers prior to an emergency landing/ditching. Complete familiarity with the Cabin Preparation Drill is essential.
Cabin Preparation should take approximately 20 minutes.
If there is less than 20 minutes available for the cabin preparation, the Onboard Leader (OBL) shall assess which duties should be carried out and brief cabin crew members. The Passenger Brief and securing areas shall be given priority during a Cabin Preparation. By omitting the ABP briefs and re-seating of passengers, the Cabin Preparation will take a minimum of 10-12 minutes to complete.
Cabin Preparation procedures may need to be adapted to specific circumstances when faced with unexpected or changing conditions. The captain may give additional instructions to those listed depending on the circumstance (e.g. extended period of time available until cabin preparation may begin).
Cabin Preparation Signal/Non-Normal Brief:
- What is the primary cabin preparation signal?
- What is the alternate cabin preparation signal?
- Is a crew member required to guard the flight deck door when it is opened for a non- normal event?
2.2.1.1 Cabin Preparation Signal
- Captain will turn on FSB sign
- Primary Cabin Preparation signal will be given.
“This is the Captain, Cabin Supervisor report to the flight deck immediately.” (Refer to Non-normal Communication)
• If PA system is unserviceable, the alternate Cabin Preparation signal will be given, (refer Non-normal Communication Table)
• OBL will report to flight deck. An additional crew member is not required to guard flight deck door when it is opened.
NOTE: If for any reason the OBL is not aware the Cabin Preparation signal was given, another crew member shall notify the OBL immediately
5.1.7 Alternate Cabin Preparation Signal Call Location: Flight Deck Receiver Location: Cabin Initiate: Push ‘Attend’ 6 times Aural Indication: 6 HiLo chimes in cabin Cabin Visual Indication: Solid pink light in both Master Call Light Panels (MCLP’S)
Cabin Preparation
- While the OBL receives the non-normal brief, what are the cabin crew actions?
- Is the time available in a cabin preparation until landing or cabin crew members must be seated for landing?
- Where will this briefing take place?
2.2.1.2 Non Normal Brief
Whilst OBL is receiving non-normal brief from captain, cabin crew member(s) shall:
• Return service carts, service trolleys and galley equipment to
stowage areas
• Secure all curtains open
• Turn cabin and galley lights to brightest setting - 1R (All crew to be aware of lighting settings)
• Obtain CP cards
• A crew member shall collect CP card and PA Handbook for the OBL (1R)
• Check lavatory(ies) vacant and locked (where appropriate)
• If the emergency signal is given during a crew rest period, cabin
crew shall ensure the emergency signal has been received by those on rest.
If time permits:
• Check passenger seat belts fastened
• Check crew rest areas vacant and locked (where appropriate)
If this is not completed at this time, it shall be completed as part of Secure Area duties.
NOTE:
Time available for Cabin Preparation is time available until cabin crew members shall be seated for landing. The captain shall advise how many minutes are available, not a specific time.
Special instructions may include details the captain feels are important to highlight. Deviations from operating procedures or methods of communication to be used shall be discussed.
Onboard Leader Brief to Crew
Crew members shall be present in following cabin area when OBL exits the flight deck to receive the non-normal brief:
• FWD galley
During OBL brief crew shall:
• Maintain awareness of situation in the cabin
• OBL will brief cabin crew member(s) on information received from captain.
• OBL will state time available as time remaining in minutes
• Crew member(s) shall write down the time according to their own watch
For the Cabin Preparation, assist crew member(s) (if available) will work with the following primary crew member and will have the CP card:
• 2LA will work with 2L.
Passenger Attention:
• What must cabin crew do immediately after completion of the non-normal brief?
• List 5 things cabin crew must direct passengers to do prior to the Passenger
Attention PA?
2.2.1.3 Passenger Attention
Cabin crew shall briskly action the following whilst moving through their area of responsibility and waiting at their safety demonstration positions.
• Wake sleeping passengers
• Direct passengers to:
- Remove headsets and turn off PEDs
- Remove items from tray tables and stow, in preparation to practice the brace position
- Place seatbacks upright (where required)
- Fasten seatbelts.
(Ditching: Crew members shall obtain crew life jacket from their jump seat and place on floor for use during demonstration. Life jacket shall not be removed from the plastic cover)
• OBL to make Passenger Attention PA from OBL briefing area prior to Captain’s PA:
“Ladies and Gentlemen, may I have your attention. This is the Cabin Supervisor. We now require you to turn off all electronic devices for an important announcement, please wake and alert other guests in your area.”
[If aircraft is fitted with IFE only]: “I will also be turning off the inflight entertainment system.”
[If aircraft is fitted with IFE AND inflight WiFi]: “I will also be turning off the inflight entertainment system”
“If you have items on your tray table, remove and stow these now and fold your tray table away.”
(Pause)
“Ensure your seatback is in the upright position and seat belt fastened.”
•OBL to turn off, where fitted:
- Inflight WiFi
- Inflight Entertainment System
- Personal Electronic Device (PED) power
- OBL to make PA “Cabin crew to demonstration positions” if required
- Cabin crew members stand in safety demonstration positions
Passenger Brief
- Should cabin crew members speak to passengers during the Cabin Demonstration PA?
- When will cabin crew remove restrictive clothing and pantyhose?
- If high heels are removed during the demonstration when will they be put back on?
- In a ditching when will the OBL put their life jacket on?
- When will cabin crew members and adult/child passengers fit their life jackets?
- When will cabin crew distribute and fit infant life jackets?
2.2.1.4 Passenger Brief
Captain’s PA
• OBL to notify captain cabin is ready for Captain’s PA
- Captain makes Captain’s PA:
- Silently identify Able-Bodied Persons (ABPs). If the captain is unable to make the Captain’s PA, or if the PA is not clear the OBL will advise the captain, and then on their instruction make the Captain’s Initial - Land/Captain’s Initial - Ditch PA, refer PA Handbook. The PA should be read slowly and clearly with a calm voice.
Cabin Demonstration PA
- Following Captain’s PA/Captain’s Initial - Land/Captain’s Initial - Ditch PA, OBL will make relevant Cabin Demonstration PA, refer PA Handbook.
- During PA, cabin crew members shall:
a. Not speak to passengers; reassure using eye contact and gestures.
b. Identify passengers who might be having difficulty with brace position.
Ditching
- OBL will put on their life jacket before making Cabin Demonstration PA
- Cabin crew members, adult/child passengers to fit life jackets during Cabin Demonstration PA.
After Cabin Demonstration PA:
• Cabin crew members will distribute and fit infant life jackets
• Check passenger life jackets have been fitted correctly and are not
inflated
• If life jackets are inflated prior to landing:
- Passenger removes inflated life jacket
- Crew members provide spare life jacket
- Stow inflated life jackets in overhead locker
- Inflated life jackets are not to be used unless all spare life jackets have been distributed. If used, the passenger shall be briefed on how to manually deflate life jacket prior to landing and manually inflate after landing
- Remove restrictive clothing and stockings following demonstration
- Put shoes back on after demonstration out of sight of passengers (consider placing cabin shoes on and removing high heels)
Secure and Assist:
- List the 3 cabin duties that will be completed for ALL Cabin Preparations?
- What additional duties shall crew consider time permitting?
2.2.1.5 Secure and Assist
Cabin duties shall be completed for ALL Cabin Preparations to ensure that respective area of responsibility is secure. These duties SHALL be completed prior to being seated:
- Doors
Land - Armed, Ditch - Disarmed - Safety Equipment used in flight
- Secured and off - Secure Area
• Secure as per standard operating procedures
• Galley equipment stowed and secured (note the location of survival supplies, water, food)
• Loose articles stowed in overhead lockers, cupboards, wardrobes or under seat in front
NOTE: Two ABPs shall be seated in each block of seats at the overwing exits. If passengers are moved to the overwing area to meet the above requirement, they shall receive an overwing passenger brief.
• All Portable Electronic Devices (PEDs) shall be turned off and stowed
• Collect and/or stow meal trays.
Additional Duties - Time Permitting
If sufficient time permits after secure duties, crew shall consider completing additional duties dependent on circumstances:
- ABP Briefs
• Brief ABPs
- Door exits
- Overwing exits
- Rafts/ELTs (where fitted)
• If ABP briefs or individuals requiring assistance have been unsecured, crew shall ensure that they are re-secured
• All crew shall then conduct a brisk secure of their area of responsibility whilst returning to their jump seats - Individuals requiring assistance
Reseat and brief individuals requiring assistance as per Table 2.2-1 - Reseat and Brief Individuals Requiring Assistance. - Cabin Presence
Cabin presence should also be considered, particularly for people travelling with children.
- How many ABPs would be briefed for the operation of overwing/window exits?
- What 2 things should all ABPs be informed of?
- In what scenario will an ABP be briefed as a blocker (and who is responsible)?
- What seating considerations should be applied to Unaccompanied Minors?
2.2.1.6 Able Bodied Person Briefs
Cabin crew members are responsible for briefing ABP specific to their aircraft when time permits following the Secure Area duties. Crew members are to complete ABP briefs as per the table below:
- Doors: 1ABP per door - Primary Crew
- Overwings: 1ABP per exit - 2L
- ELT: 1ABP per ELT - 1L
- Life Rafts: 2 ABP per raft - Primary Crew
- Blocker: (Ditching with Life Rafts Only) 1ABP - 2R for aft galley entrance
All ABP’s Shall Be Told:
- There may not be a need to evacuate
- DO NOT do anything until you hear crew commands (state initial commands)
Unaccompanied minors should be seated with an ABP not in an exit row:
• Explain and confirm understanding of evacuation process
• Assist with donning life jacket, stowing hand baggage and practising brace position
• May need reassuring and have questions ABP can assist with
Evacuation Plan Review/Seats for Landing/Brace Signal:
- What PA will the OBL make to signal the Evacuation Plan Review?
- Where does this review take place?
- List 5 points the OBL should include in the evacuation review?
- What will the OBL confirm with the captain when advising “Cabin preparation complete?”
- If further time is available, what will the OBL initiate and what will they advise cabin crew?
2.2.1.8 Evacuation Plan Review
Complete review via interphone.
OBL makes PA “Cabin crew, plan review” then initiates call back. Upon hearing the PA, crew members shall make their way to their respective jump seats to receive the call. Crew members who do not have an allocated interphone are to be briefed by primary crew member immediately following the review.
The OBL will discuss information specific to the emergency landing/ditching being prepared for. These discussion points are non-exhaustive and are to serve as examples to drive the review.
Points to include should detail the critical order of priority:
- Check door status (e.g. armed/disarmed) and consider correct opening method
- Adopt and maintain correct and safe brace position when advised to do so, until aircraft comes to a complete stop
- Wait for captain’s evacuation command, or initiate evacuation dependent on situation once aircraft comes to a complete stop
- Check outside conditions thoroughly before opening any exit. Block unusable exits or exits advised not to be used
- Check door/slide/rafts prepared and ready prior to evacuating passengers
- Confirm all flight crew, ABPs, SSRs and passengers have evacuated
- Consider appropriate equipment to remove from aircraft prior to exiting
On completion of the plan review, the OBL will advise the captain “Cabin preparation complete” by way of standard communication with the flight deck. They will confirm the time before cabin crew members are to be seated.
If required, the OBL is to initiate a call back to advise cabin crew members of any revised time available before the need to be seated. The OBL will also advise:
• Revise and action further additional duties for the Cabin Preparation
Drill
• Maintain cabin presence.
Evacuation Plan Review/Seats for Landing/Brace Signal:
- Upon hearing the Landing Position PA what must cabin crew do?
- In a ditching, when will the ‘No Contact’ Phase of sterile flight deck commence?
- What is the ditching PA?
- When can crew stop brace commands?
2.2.1.9 Seats for Landing
At 1 minute prior to when cabin crew are required to take their seats or at any other time as advised by the captain, the OBL will make the Landing Position PA:
“Ladies and gentlemen, I will now be dimming the cabin lights to allow your eyes to adjust to the outside conditions.” (pause) “Cabin crew will now take their seats for landing. Be prepared to brace on crew commands.”
2. Cabin crew members shall return to their jump seats, remove and re-stow CP cards, be seated and secure themselves.
3. All other standard operating procedures for pre-landing are to be carried out
- Ditching: As landing gear will not be extended the ‘No Contact’ phase of sterile flight deck will commence from the cycle of the ‘fasten seat belt/no electronic device’ sign
2. 2.1.10 Ditching PA
In preparation for landing into water (ditching), flight crew will attempt to provide warning to the cabin by means of the Ditching PA: “Attention, Attention, this is a ditching”.
If given, this will occur prior to the brace signal.
2.2.1.11 Brace PA
- Shortly before impact, captain will attempt to make Brace PA “This is the captain - brace, brace.”
- Adopt brace position and commence brace commands “Heads down, stay down.”
- Maintain brace position until aircraft comes to a complete stop. Expect more than one impact.
- Shout brace commands until aircraft stops unless there is a risk of injury
Unprepared Emergency Landing – Notification to Passengers:
• The OBL is directed by the flight crew to immediately notify passengers of an emergency landing/ditching, but there is insufficient time for a Cabin Preparation. List 5 things they shall prioritise advising the passengers?
2.2.2 Unprepared Emergency Landing - Notification to Passengers
When there is insufficient time prior to an emergency landing/ditching to conduct a Cabin Preparation, the Cabin Preparation signal and procedures are not required.
The flight crew may elect to brief the OBL and crew members via interphone.
If directed by the flight crew to immediately notify passengers, the OBL shall assess the actual time available and prioritise the most important safety information that passengers should know before an emergency landing/ditching:
• Advising passengers of the impending Brace PA by the captain
• Reminder to passengers of the brace positions and reference to the
Safety Instruction Card
• Location of the nearest exits
• Listen carefully to crew commands
• Stow personal handheld items.
Consideration should be given to:
• Whether normal pre-landing cabin duties have been completed
• Use of PAs already published in the PA Handbook which may be helpful.
Cracked Cabin Window:
- How many structural panes does each cabin window have?
- What are cabin crew immediate actions for a cracked cabin window?
2.3 The cabin window is comprised of two structural panes. Each pane is
capable of withstanding full cabin pressure.
2.3.1 Cabin Crew Immediate Actions
1. Reassure passenger.
2. Inform captain and other crew members.
3. Advise passenger that the captain has been informed.
4. Relocate passenger(s), ensure seat belts are fastened, stow loose
articles.
5. Resume normal duties unless instructed by captain
Disruptive Passengers:
- List 5 examples of offences against regulations?
- What are the three levels of the disruptive passenger management matrix?
- If a passenger is interfering with cabin crew or not complying with cabin crew instructions, what are they classified as on the disruptive passenger management matrix?
- Can a restrained passenger use the lavatory?
2.4 Disruptive Passengers
It is the responsibility of crew to consider safety of other passengers and prevent damage to the aircraft. It is vital crew members maintain a constant awareness of passengers and note any changes in passenger behaviour.
Crew members should be aware that various occurrences, regulations and personal circumstances might trigger disruptive behaviour.
Note: A person in an aircraft shall not behave in an offensive or disorderly manner
2.4.1 Regulatory Offences
Offences against regulations include:
• Boarding an aircraft while intoxicated or under the influence of drugs
to the extent of physical incompetence
• Interfering with a crew member
• Tampering with an aircraft, an aircraft component or item of
equipment. This includes any non-approved products that passengers bring onboard the aircraft to attach/alter aircraft equipment or component
• Committing an act that threatens the safety of the aircraft or persons onboard
• Offensive/disorderly behaviour, to the discomfort or distress of other passengers and or crew that may include:
- Threatening violence to the extent of possible damage or is a
hazard to the aircraft
- Symptoms of unsound mind
- Suspected or known possession of unauthorised weapons
- Disobeying crew instructions.
Power is granted to air crew during flight to make an arrest onboard. Arrest and restraint of a passenger is a serious outcome and shall only be used as a last resort.
- 4.2 Disruptive Passenger Matrix:
- Disruptive
- Unruly
- Violent
2.12.3 A restrained passenger is not permitted to use lavatories unless accompanied by a travel companion
Engine Failure/Abnormality:
• Can aircraft operate safely after the failure of one engine?
2.5 Engine Failure/Abnormality
Aircraft can operate safely after the failure of one engine, although an
unscheduled or in some cases emergency landing may be required.
2.5.1 Cabin Crew Immediate Actions
Informed by captain:
1. Follow directions given by flight crew.
2. Resume normal duties unless instructed by captain.
Informed by passenger:
1. Reassure passenger.
2. Inform captain and other crew members stating which engine appears to be operating abnormally.
3. Advise passenger that the captain has been informed and the aircraft is airworthy on one engine.
4. Resume normal duties unless instructed by captain
Fuel Spillage:
• If fuel is spilled creating a fire hazard, what will the flight crew ensure?
2.6 Fuel Spillage
If fuel vapour is detected inside the aircraft or a fuel spillage is observed outside the aircraft, the flight crew shall be notified immediately via Non-normal Communication method, or in their absence ground crew, to ensure the loading of fuel ceases. If fuel is spilled creating a fire hazard, the flight crew will ensure that:
• The airport fire service is notified
• Passengers onboard/boarding/disembarking are directed off the aircraft to a point at least 15 m from fuel spillage.
Flight crew, or in their absence the pit crew leader will ensure that:
• Mobile power units, pre-conditioned air units, vehicles and power operated loading devices operating within 15 m of the spilled fuel
are shut down and where applicable removed from the area
- Maintenance work of any nature on or within the aircraft is suspended and not recommenced until the spilled fuel has been removed
- The pit crew leader shall take necessary steps to ensure the aircraft can be removed from the affected area as soon as possible
- When the APU is operating, once passengers have disembarked the APU should be shut down
- If possible, the flight crew and pit crew leader should consider preparing the aircraft to remove it from the affected area as soon as possible.NOTE: Crew should be aware that fuel spillage is a fire hazard and it may be necessary to conduct a precautionary disembarkation or an evacuation.
