SOP Flashcards
For what reasons can alcohol/drug tests be conducted?
- If reasonable cause or suspicion of alcohol and/or drug use while on duty exists
- alcohol or drugs cannot be discounted as a contributing factor to an accident
When are FAs prohibited from consuming alcohol?
- anytime while on duty
- 12 hrs prior to reporting for duty
- 8 hrs following an accident / incident (unless determined by UA or post-accident alcohol test is conducted
- when requesting Cabin Jumpseat Authority CJA for travel
Can a FA drink alcohol while deadheading?
YES
- as long as not in uniform
- if lineholder, not have a sched. flt. departing w/in 12 hrs
- if reserve, not legal for assignment for 12 hrs after sched. arrival at a domicile, co-term., or non-domicile point
If a FA is legal to drink while deadheading, at what point can s/he drink?
- after takeoff
- during multi-segment deadheads, only on FINAL deadhead segment
- if Jumpseating-authorised, only if occupying a cabin seat
What is meant by FAR?
Federal Aviation Regulations
When must recurrent training be completed?
in the current month or following month in order to remain current
What is the minimum rest for FAs?
min. of 24 hrs in a 7-day period
When does Duty Time begin?
Report Time for flying, deadheading, or Standby Reserve
When does Duty Time end?
through debriefing at base, layover, or when released from Standby Reserve
What is the goal of the 10-5-0 Departure Timeline?
to complete all tasks and get all aircraft doors closed 5 minutes before departure,
including the boarding door, catering door and all of the cargo doors.
Name some tasks which should be completed by 10 minutes of the 10-5-0 Departure Timeline
- Ensure assigned flight attendant(s) have performed exit row verification.
- Conduct stowaway search.
- Distribute infant life vests (when applicable).
- Verify FAA minimum crew required for departure is on board (e.g. augmented staffing).
- Catering servicing is complete and service door closed.
- Ensure all Final Boarding announcements are delivered (after all customers have boarded)
Name some tasks which should be completed by 5 minutes of the 10-5-0 Departure Timeline
- Ensure all preflight safety checks are completed.
- All non-disposable serviceware must be picked up and stowed.
- Verify carry-on items are stowed, overhead bins are closed and latched, non-compliance issues are addressed, exit seating criteria met and all emergency equipment is accessible.
- International Purser/Purser informs the CSR that all required flight attendants are on board for departure and all criteria for door closure have been met.
- The CSR closes the aircraft door and pulls the jetbridge from the aircraft
- Make Door Closing and Arming announcements.
- Complete door arming process, including cross check and All Call.
Name some tasks which should be completed by 0 minutes of the 10-5-0 Departure Timeline, and prior to pushback
– Lavatories and crew rest bunk area(s) (when applicable) unoccupied.
– OFCR door secured open if occupied and closed if unoccupied (when applicable).
– Cabin secured and customer compliance is verified.
– Perform departure tasks
(e.g. collect predeparture service items, secure galley & curtains, compliance checks, etc.).
– Provide customer count, when necessary.
– International Purser/Purser communicates “Cabin is ready” or something similar to the flight
deck. Close and ensure door is secured.
– Begin safety demonstration.
True or False
The responsibility for recognizing and allowing to board an a/c of a person who appears to be intoxicated or under the influence of drugs is only that of the Customer Service Representative (CSR)
False
The responsibility rests jointly with the CSR and the FAs
If still on the ground, what should a FA do if a customer appears to be intoxicated?
Report customer to CSR and CA
True or False
The final decision of removing a customer from a flight is that of the FA and CSR.
False
The final responsibility rests with the CA.
Which is the better phrase to use?
- “is intoxicated”
- “appears to be intoxicated”
“appears to be intoxicated”
What must be done if a customer refuses to comply with crewmember requests,
causes a disturbance, or if a Threat Level is declared?
United must report the incident to the FAA within five days. In addition, each flight
attendant involved in an alcohol-related incident must submit an Irregular Operations Report (IOR).
What is the National Restaurant Association’s “Traffic Light System” used for?
It is used in combination with Threat Level identification criteria to determine if a
Threat Level needs to be declared when dealing with a possible intoxication incident.
Which colour light of the National Restaurant Association’s
“Traffic Light System” do these behaviours represent?
- Sociable
- Relaxed
- Comfortable
- Happy
Green Light
Which colour light of the National Restaurant Association’s
“Traffic Light System” do these behaviours represent?
- Reduced inhibitions
- Impaired judgment
- Talking or laughing louder than normal
- Being overly friendly
- Becoming giddy
- Arguing or baiting
- Increased use of foul language
- Increasing alcohol consumption
- Careless with money
Yellow Light
Which colour light of the National Restaurant Association’s
“Traffic Light System” do these behaviours represent?
- Moving in slow motion
- Needing time to respond to questions
- Glassy-eyed
- Losing train of thought
- Making irrational statements
- Spilling drinks
- Walking awkwardly
- Stumbling or falling down
- Unable to sit up straight
Red Light
What can be done to slow a customer’s transition from Green to Yellow to Red LIghts?
- Offer food
- serve water with drinks
- Delay requests for alcohol
True or False
Withholding alcohol service to a customer who appears to be intoxicated is only a company policy.
False
This is an FAA policy - FAR 121.575
Within the My Flight App, what is the meaning of SSR Special Service Request?
SSRs are codes which denote customers w/ special requests
Within the My Flight App, what is the SSR code of a customer travelling w/ a pet?
PETC
True or False
A pet can be taken out of the kennel mid-flight for air and stretching.
False
Pet must remain in the kennel throughout the flight, and kennel must remain closed.
Where must the kennel be stowed during flight?
(FAR 121.589) During taxi, takeoff and landing as well as during meal service, pet kennel must
be stowed under the seat directly in front of the customer.
Where can customers w/ pets NOT sit?
Customers with pets may NOT sit in:
– Exit rows
– Bulkhead seats
NOTE: Due to limited stowage space under the aisle and middle economy seats on
the 75B and the 75S, customers traveling with pets are required to sit in
the window seat.
Which category of behaviour do these animal incident behaviours represent when reporting in an IOR?
An animal that exhibits annoying behaviors.
Barking, jumping up on people, hyperactivity, shedding,
malodorous, urination or defecation, uncontrolled, or roaming at large.
Nuisance Animal (N)
Which category of behaviour do these animal incident behaviours represent when reporting in an IOR?
Damaging inanimate property.
Menacing behavior shall include, but not limited to, charging, scratching, toppling, teeth-baring, snapping, growling, or other predatory mannerisms directed at a person or other animal in a harassing manner without provocation.
Aggressive Animal (A)
Which category of behaviour do these animal incident behaviours represent when reporting in an IOR?
Biting or otherwise causing serious injury to a person or other animal, including the animal’s owner or custodian.
Dangerous Animal (D)
What is the SSR code and icon for a Bassinet Customer in the My Flight App?
BSCT
True or False
Bassinets can be used during TTL
False
They must be stowed during these phases.
Is there a weight limit for infants in a bassinet?
Yes
25 lbs
Are there instances inflight when infants must be taken out of the bassinet?
Yes
When the Fasten Seatbelts sign is illuminated
Are there any limitations to the number of lap children and bassinet children in a bassinet row?
Yes
- FA must ensure there are only as many bassinets/lap children as there are oxygen masks available at the row where the bassinet is being used.
- On all aircraft, each seat group has one extra oxygen mask.
- There are exceptions in which two or more additional oxygen masks can be found above a seat group.
Where are bassinet covers stored?
Inflight Kit
True or False
Link must be held during TTL.
False
Do not hold Link while sitting on the jumpseat. In the event of an emergency,
hands must be free to perform door operations and/or other flight attendant safety
responsibilities.
Where can Link be stored during Brace Position?
Secure or stow Link in:
- a garment pocket
- an FAA approved location or
- demo pouch
while occupying the jumpseat for takeoff and landing.
Using Link to perform safety-related duties (e.g., reading announcements) is allowed.
When must FAs be seated for takeoff?
After performing all safety-related duties
When must FAs assume and hold Brace Position for takeoff?
When the pilots signal flight attendants to be seated for takeoff.
Assume and hold the brace position until the aircraft comes out of the initial climb (approximately three minutes after takeoff).
When must FAs assume and hold Brace Position for landing?
Flight attendants will assume and hold the brace position until the aircraft exits the runway after landing.
When must FAs be seated for landing?
After performing all safety-related duties during final approach, flight attendants are to take their jumpseat and secure themselves.
When must galley and privacy curtains remain open and secured?
During customer boarding and TTL.
True or False
Galley curtains should remain fully closed to limit customers’ exposure to light and noise.
False
Galley curtains should be kept open as much as possible to allow flight attendants to be accessible to customers while also limiting customers exposure to galley lighting/noise.
Forward galley curtains should be kept open, but may be partially closed when opening the flight deck door on night segments. Galley light may interfere with pilots’ night vision.
What is the general rule for Cabin Coverage / Surveillance inflight?
For cabin coverage/surveillance, at least one flight attendant per cabin is to be available at all times.
What is the general rule for door assignments when customers are onboard a/c?
A flight attendant must be positioned near any open entry or service door when customers are on board the aircraft.
True or False
Galley servicing may delay customer boarding.
False
- On narrowbody aircraft, galley servicing should not halt or delay customer boarding, except when Catering cannot access the appropriate door.
- On widebody aircraft, customer boarding may be restricted to one aisle during galley servicing.
During flight, why must FAs conduct frequent cabin and lavatory checks and must respond to all crew and customer chimes and signals?
To ensure customer comfort and to monitor customer activity, safety and ensure aircraft security.
In addition to maintaining tidiness of lavatories inflight, what are other lavatory responsibilities of FAs?
When checking lavatories, flight attendants should also
ensure smoke detectors have not been tampered with and
trash receptacle lids have not been propped open.
How often must FAs perform a Cabin Walkthrough?
every 15 minutes
Cabin walk-through can be done in conjunction with beverage, meal or water services.
In the event of an emergency, what methods may the FD alert the crew?
- interphone
- direct PA announcement
In a situation on the ground where the flight attendants see danger is obvious and imminent, flight attendants will attempt to contact pilots using emergency communication procedures.
However, if there is no response from the flight deck, what should the FAs do next?
Initiate evacuation
If the FD announces, “Flight attendants, please be seated for departure.” but the safety demonstration (English version) is not finished, the cabin is not prepared, or crew is not secured, what must FAs do?
Immediately notify the pilots so appropriate action can be taken.
When is the Sterile FD phase?
Anytime the a/c is below 10,000 feet, or the Sterile FD light is on (if installed).
On a/c with no Sterile FD light, pilots will cycle the No Smoking light off
At which point inflight may the International Purser/Purser make the appropriate PED portable electronic devices announcement?
Once the aircraft is above 10,000 feet and the pilots cycle the No Smoking signs and turn off the sterile flight deck light (if installed)
At which point inflight do the flight attendants begin preparations for landing?
The pilots will cycle the No Smoking signs and illuminate the sterile flight deck light (if installed) prior to passing 10,000 feet in the descent as a signal to the flight attendants to complete preparations for landing and take their seats.
Can carry-on baggage be stowed forward of a bulkhead that does not extend completely to the floor?
Yes
What is the SSR Code and icon in My Flight App indicating a Lap Child?
INFT
What is the SSR code and icon for non-English speakers?
LANG
