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CX Flight Crew Study Cards B777 > Passenger Handling > Flashcards

Passenger Handling Flashcards

1
Q

Passenger Safety Briefings must include what items? (9 items)

A

The safety briefing should include, but is not restricted to, information on the following topics: Smoking regulations, seat back upright for takeoff, location of emergency exits, stowage of hand baggage, restrictions on the use of portable electronic equipment, location of the Safety Briefing card, use of seatbelts, location and use of oxygen equipment, the location and use of life jackets.

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2
Q

When shall passengers be notified of ground delays exceeding how many minutes?

A

5 Minutes

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3
Q

If there is a long delay on the ground, what is the recommended maximum time in between PA’s to passengers?

A

30 minutes

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4
Q

Can the PIC authorise the ISM to make a PA regarding the use of mobile phones if there is an extended ground delay?

A

Yes but must make an announcement to switch off

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5
Q

Can the PIC refuse carriage of any person for reasons of flight safety or security without reason?

A

Yes, an explanation may be required after the event.

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6
Q

What should be done if a passengers physical condition is in doubt?

A

Medlink shall be called

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7
Q

What should the PIC do if informed that a passenger or Crew member has symptoms that meet the criteria for suspected Infectious diseases?

A

Call Medlink, Flight Crew shall contact IOC and request they notify the destination Port Health Authority with the following details - Flight number, ETA, POB, reported number of suspected cases and use the words “Infectious Disease”. A request for aircraft cleaning and disinfection upon arrival should also be made.

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8
Q

What should the PIC do if they are informed that a passenger or Crew member has symptoms that meet the criteria for suspected Infectious diseases, and the aircraft has already passed its TOD point?

A

If there is insufficient time is available to contact MedLink, the Flight Crew shall inform ATC “suspected case of Infectious Disease”, the Flight Number, Destination, point of Departure, ETA, POB and the reported number of suspected cases on-board and request the local Port Health Authority to meet the aircraft on arrival.
a. If the passenger’s condition improves markedly, the Port Medical Health Officer (PHMO) shall be advised.
b. NO Passenger or Crew are permitted to disembark until authorised by the Port Medical Health Officer (PMHO).
c. NO Company personnel are permitted to board the aircraft until authorised by the PMHO.

Notify IOC

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9
Q

Does CPA accept terminally ill passengers?

A

Yes, subject to the following conditions;

  1. a Company Medical Officer or a suitably qualified and authorised person explains to the family and passenger before the commencement of the flight, that if the passenger’s condition should rapidly deteriorate in-flight, the flight will continue to the scheduled destination and not divert
  2. the passenger is accompanied by relative(s) or friend(s) and/or a Medical Assistant
  3. the Commander/PIC and ISM are informed
  4. if the passenger’s condition rapidly deteriorates in flight, resuscitation should only be attempted if specifically requested by MedLink, Company Medical Officer, Medical Practitioner, or the next of kin
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10
Q

What is the ISM’s responsibilities if there is a medical emergency?

A

The shall notify the PIC and call Medlink

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11
Q

If Medlink decided the PIC shall divert to offload a passenger, what is the process the PIC shall follow?

A

PIC should consider possible options and notify IOC via SATCOM of their preferred diversion airports. Advise IOC of the aircraft’s present position and the estimated diversion time to the nearest two suitable diversion airports. Prior to initiating the diversion, the Commander/PIC should positively establish that a diversion is MedLink’s recommended final course of action.

MedLink’s choice of a diversion destination is based on the available medical facilities and not the suitability of an airport. The suitability of an airport is the Commander/PIC’s decision.

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12
Q

What must the PIC do when there is a pilot incapacitation?

A
  • Run checklist
  • Decide whether to divert or continue
  • Notify IOC
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13
Q

What requirements must be met to use the inflight medical kit?

A
  • PIC Informed
  • Medlink contacted whenever possible
  • Inflight Medical kit is secured closed with a combination lock and the code is known to the Cabin Crew.
    ISM should only release the Medical kit to a suitably qualified person
  • If the qualified person offering assistance requests a medical legal indemnity waiver, the “REQUEST FOR MEDICAL INDEMNITY” Refer to FOP OM-Part A 8.9.1.5.10–CPA Request for Medical Services should be completed and signed by the Commander/PIC before being handed to the person providing medical assistance.
  • Whenever the Inflight Medical kit is opened, the ISM shall:
  • complete the “REPORT ON USE OF INFLIGHT MEDICAL KIT”
    • repack the medical kit
    • reseal the kit with a PURPLE security seal
    • stow the medical kit in its original location
    • submit an e-CSR and record the use of the Inflight Medical kit in the Cabin Defect Log (Z code item) for replacement as per the MEL requirement.
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14
Q

Should you divert for an apparent death in flight?

A

No

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15
Q

What should you do if there is a death in flight?

A
  • Body Bag
  • ASR filed
  • Place passenger away from other pax, close to a cabin door
  • PIC request port heath to meet the aircraft on arrival
  • No pax are to disembark until the port health permit it
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16
Q

If you are in doubt about a disability of a passenger, who shall the ISM contact?

A

The Customer Journey Recovery Team (CJR)

Note: CJR advice does not override the PIC’s decision to refuse a passenger

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17
Q

After how many hours on the ground after boarding should consideration to deplaning the passengers for customer care (e.g. food, phone call, etc) and connection protection?

A

2 hours

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18
Q

If ground delays are nearing 4hrs what considerations should be taken into account?

A

Deplaning passenger before 4hrs, but also take into account;

• if there is a safety or security related reason why the aircraft cannot leave its position on the tarmac to deplane passengers, or
• advice from ATC is such that returning to a gate or other disembarkation point in order to deplane passengers would significantly disrupt airport operations.

Close coordination between PIC, ISM, IOC, Ground handing agents, service providers (e.g. CIQ, etc) shall be taken into account

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19
Q

Should passengers be allowed to get off the aircraft if the aircraft diverts or there is a delay at an offline airport?

A

No, all passengers should remain on-board the aircraft until the situation is fully appraised and a decision made whether the operation continues or terminates

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20
Q

If you divert to an offline port, what considerations shall be given in a turn around in less than 5 hrs? What shall the PIC/ISM request provision of the following services for the passengers via the Ground Handling Agent (GHA) or IOC?

A

a. refreshments or meals
b. phone or fax services
c. IFE

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21
Q

If you divert to an offline port, what considerations shall be given in a turn around more than 5 hrs? What shall the PIC/ISM request provision of the following services for the passengers via the Ground Handling Agent (GHA) or IOC?

A

a. refreshments or meals
b. phone or fax services
c. IFE
d. Amenities
e. holding lounge or day-use hotel accommodation (if passengers are disembarked)

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22
Q

If you divert to an offline port, what considerations shall be given in a turn around overnight? What shall the PIC/ISM request provision of the following services for the passengers via the Ground Handling Agent (GHA) or IOC?

A

a. hotel accommodation including:
• ground transportation between hotel and airport
• appropriate meals
• 5 minute international phone call.
b. one Cabin Crew will be nominated to stay in the hotel with the passengers, as the Company contact person.
c. return of checked baggage or supply of amenities to the passengers if necessary and feasible.

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23
Q

Should the ISM inform the PIC if passenger boarding is to commece?

A

Yes and if there is any reason to delay boarding, the PIC shall inform the ISM as soon as practicable

24
Q

When the PIC is satisfied there may have been a valid case of loss or a theft in the passenger cabin, what should they do?

A

ACARS message,
1. a description of the missing property and its reported value
2. the alleged loss or theft occurred inside the passenger cabin
3. whether a search of the Passenger Cabin has been completed
4. whether the aggrieved passenger wishes to file a Police report at the destination.

25
Q

What should be done if a passenger decides to involve law enforcement after an alleged theft on a flight?

A

It should be politely explained to the passenger that:
1. normally, involvement by local Law Enforcement Authorities could cause them personal inconvenience and may delay their onward travel plans, and did they still wish to proceed with the reporting process
2. if ownership of the missing property is difficult to establish, (e.g. cash) the likelihood of a successful recovery is low.
If the passenger elects to involve the local Law Enforcement Authorities, the PIC is to make an announce prior to landing that due to a passenger’s requirement, a report has been made to the Law Enforcement Authorities and all passengers shall remain seated after landing until authorised to disembark by the authorities.
The PIC should ensure the passengers clearly understand that such action was NOT initiated by Cathay Pacific.

26
Q

Should there be a person on the flight deck at all times when passengers are onboard?

A

Yes

27
Q

Should there be a person on the flight deck when refuelling is commenced? What if there are no pax?

A

Yes and no requirement to have someone on the flight deck if there are no pax

28
Q

What are the cabin crew briefing items before a flight? 8 Items

A
  1. Flight time
  2. Length of taxy
  3. Refuelling with passengers on-board
  4. Turbulence
  5. Weather
  6. Training
  7. Items or persons of special security interest
  8. Technical defects which may limit communications between the Flight Deck and the passenger cabin
29
Q

Up to what point is the safety of the aircraft the PIC responsibility after landing?

A

Until communications are established with the ground engineer

30
Q

When shall the secure checklist be actioned?

A

When all pax have disembarked

31
Q

When is the PIC have final authority over the aircraft?

A

Doors closed until doors opened

32
Q

If you have an event during the flight, when shall the PIC conduct a post flight response from crew?

A

At the earliest opportunity after the aircraft has been shut down. Lessons learned should be fed back to FOP and ISD management, including a report on the welfare of the crew.

33
Q

If you position on another airline do you need to record duty times?

A

Only if delayed beyond published schedule via comply 365, inform crew ops

34
Q

In regards to HOT cabin temps, below what cabin temp shall be achieved before boarding?

A

Until an average cabin temperature of 28°C or less is achieved.

Note: The PIC may exercise discretion if there was going to be a lengthy delay incurred.

35
Q

If there is no ground air and no way of cooling the cabin can flight crew perform an engine ground run to cool the cabin?

A

In HKG no, if required this should be done by ENG

At outports there is no guidance on this so yes you can.

36
Q

What shall the PIC do if crew the can not disembark, board the aircraft via stairs?

A

PIC shall assess the area is safe before permitting the crew to leave the aircraft or transport vehicle. The Commander/PIC shall consider all relevant conditions when making the assessment of the area (e.g. weather conditions, lighting levels, anti-collision beacon location of selected entrance door L1 / L2 / R1 / etc, condition of steps, aircraft maintenance status, pathway to and from transport vehicle, etc). The Commander/PIC shall then brief the crew on the selected route to embark / disembark the aircraft and all relevant safety procedures to be followed.

Note: The Commander/PIC shall instruct the crew to remain on the transport if the anticollison beacon is “ON” and an engine run is being conducted.

37
Q

What requirements are there for the PIC if you are boarding during inclement weather?

A

PIC/ ISM shall tell the HAS bus driver the preferred drop the crew off by the passenger terminal gate 501 or gates between Gates W40 and W61. The crew shall sign the declaration from the HAS bus driver and retain this until reaching the aircraft for verification by security if applicable.

38
Q

For jumpseat passengers, what additional requirements are there in addition to a safety briefing in FCOM?

A

Normal Flight Deck Discipline,
Consumption of food and beverages,
Video, photographic or audio recording,
Social media,
Use of mobile phones/PEDs.

39
Q

Can a jumpseat passenger consume alcohol in the cabin?

A

No

40
Q

Can the PIC request the airport staff issue a jumpseat?

A

No, all requests must go through the jumpseat app

41
Q

Can a non-crew company employee sit in a cabin crew seat? What requirements are there for sitting in a crew seat? What background does the ID card have?

A

No, all crew must prominently display their CPA ID Card at all times.

White background

42
Q

Can the company ask the PIC to use discretion before the FDP starts?

A

No

43
Q

If the PIC uses discretion to extend a duty, is there any admin that needs to be done?

A

Yes a ‘Commanders Discretion Report’ CDR shall be filed giving reasons for his decision

44
Q

If the PIC uses discretion to reduce rest, what is the minimum available to occupation of his room?

A

10 hrs

45
Q

After boarding and before doors closed who is ultimately responsible for offloading a passenger if their behaviour deteriorates to an unacceptable low level?

A

The decision whether to carry the passenger or not rests with the PIC, who shall give serious consideration to the recommendation made by the SCCM.

PIC shall notify the ground staff, who will involve the senior airport officer.

46
Q

After doors closed, what should the PIC do if there is a crime committed onboard?

A

PIC is responsible to take action and legally notify authorities as soon as practicable to offload any passenger from the flight and/or deliver such a passenger to the local authorities.

Inform IOC of the incident, get 3 or more witness statements (from non CX employees), submit ASR if situation is deemed serious.

47
Q

When can the restraint kit be used?

A

Any time the PIC considers that a passenger’s behaviour jeopardises the safety of the aircraft or persons on board

48
Q

What considerations must be taken into account before using the restraint kit?

A

• all verbal means of placating the passenger should have been exhausted
• the passenger’s conduct is prejudicial to the safety of other passengers, crew or the aircraft
• the act of attempting to place a restraint device on the passenger may further aggravate the person’s behaviour and provoke violent resistance
• number of Cabin Crew available
• the degree of physical control the Cabin Crew would be able to achieve

49
Q

If the restraint kit is applied to a passenger, can it be taken off before they are handed over to the authorities?

A

No, however if you had an emergency which required the person to move without the kit on then you would consider removing them

50
Q

Is the PIC required to consent to issue written warning and restraint kit?

A

For restraint kit yet, written warning no comment but would assume so since its from the PIC

51
Q

What are the actions to take following an unruly passenger?

A

Depending on the nature, not all steps maybe required. As a guideline;

  1. De-escalation techniques
  2. Verbal warning & inform PIC
  3. Obtain PiC’s consent & issue written warning
  4. Restraint
52
Q

If a passenger refuses to disembark after boarding, what steps shall the PIC take after cabin crew have made a PA asking the passenger to disembark?

A

Refer to OMA regarding the PA’s to make as they are explained there

After 5 minutes from the SCCM PA, PIC shall make a PA to inform the passengers that they are required to disembark.

After 15 minutes, If they still don’t disembark then involve local authorities and make another PA.

53
Q

When is a new PIC on probation until?

A

20 sectors after command check

54
Q

For a PIC on probation, is there any restrictions?

A

• Junior First Officer or First Officer who has completed fewer than 20 operating sectors on type after a successful Line Check following Induction Course training
• Junior First Officer or First Officer who has completed fewer than 8 operating sectors on type after a successful Line Check following Conversion course training. In the event of a roster disruption or exceptional circumstances, the requirement may be waived by the Duty Operations Manager. Where such a waiver is approved, the Commander/PIC shall operate as PF.
The Commanders/PIC shall inform Crew Control when they have completed sufficient sectors on type for the restrictions above to no longer apply.

55
Q

What minima apply to PIC on command course?

A

Minima shall be increased by 50 FT (altitude) and 200 M (RVR/VIS) for takeoff, approach and landing. The minima increments do not apply to LVO Landing Minima, Alternate Planning Minima or EDTO Planning Minima. For the avoidance of doubt, the 200 M (RVR/VIS) increment does apply to LVO Takeoff Minima.

56
Q

If you have to offload a passenger, what must the PIC instruct the SCCM to do?

A

An additional security check of any areas the passenger my have access to including;

  1. Lavatories
  2. Seats and seat pockets in two rows either side off the offloaded passengers seat
  3. overhead lockers and other storage areas

Pax seated within these two rows must identify their hand luggage. Any unclaimed baggage shall be offloaded

CX Flight Crew Study Cards B777 (9 decks)

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