FOM Ch 11 Customers

Question 1

What are quiet hours and procedures? (11.2.1)

Answer 1

2200-0800 departure time. Only required PA’s or as needed for safety.

Question 2

What are the required PA’s? (11.2.11)

Answer 2

Before T/O
Initial seatbelt off
Descent
Turbulence
GA

Question 3

What are the cabin temperatures to intervene and/or stop boarding? (11.3.2)

Answer 3

<50 degrees
>76 degrees intervene
>90 degrees stop boarding

Question 4

What is “serious customer misconduct?” (11.5.3)

Answer 4

Think “TRIAL”
Threat (credible threat)
Refusal to comply
Injury or Interference
Abusive Language

Question 5

Who should not be boarded? (11.5.4)

Answer 5

Think “DUI”
Disorderly
Unruly
Intoxicated (Under the influence or drugs or alcohol)
(Also obnoxious)