SOP Flashcards
1
Q
For what reasons can alcohol/drug tests be conducted?
A
- 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
2
Q
When are FAs prohibited from consuming alcohol?
A
- 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
3
Q
Can a FA drink alcohol while deadheading?
A
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
4
Q
If a FA is legal to drink while deadheading, at what point can s/he drink?
A
- after takeoff
- during multi-segment deadheads, only on FINAL deadhead segment
- if Jumpseating-authorised, only if occupying a cabin seat
5
Q
What is meant by FAR?
A
Federal Aviation Regulations
6
Q
When must recurrent training be completed?
A
in the current month or following month in order to remain current
7
Q
What is the minimum rest for FAs?
A
min. of 24 hrs in a 7-day period
8
Q
When does Duty Time begin?
A
Report Time for flying, deadheading, or Standby Reserve
9
Q
When does Duty Time end?
A
through debriefing at base, layover, or when released from Standby Reserve
10
Q
What is the goal of the 10-5-0 Departure Timeline?
A
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.
11
Q
Name some tasks which should be completed by 10 minutes of the 10-5-0 Departure Timeline
A
- 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)
12
Q
Name some tasks which should be completed by 5 minutes of the 10-5-0 Departure Timeline
A
- 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.
13
Q
Name some tasks which should be completed by 0 minutes of the 10-5-0 Departure Timeline, and prior to pushback
A
– 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.
14
Q
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)
A
False
The responsibility rests jointly with the CSR and the FAs
15
Q
If still on the ground, what should a FA do if a customer appears to be intoxicated?
A
Report customer to CSR and CA
16
Q
True or False
The final decision of removing a customer from a flight is that of the FA and CSR.
A
False
The final responsibility rests with the CA.
17
Q
Which is the better phrase to use?
- “is intoxicated”
- “appears to be intoxicated”
A
“appears to be intoxicated”
18
Q
What must be done if a customer refuses to comply with crewmember requests,
causes a disturbance, or if a Threat Level is declared?
A
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).
19
Q
What is the National Restaurant Association’s “Traffic Light System” used for?
A
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.
20
Q
Which colour light of the National Restaurant Association’s
“Traffic Light System” do these behaviours represent?
- Sociable
- Relaxed
- Comfortable
- Happy
A
Green Light
21
Q
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
A
Yellow Light
22
Q
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
A
Red Light
23
Q
What can be done to slow a customer’s transition from Green to Yellow to Red LIghts?
A
- Offer food
- serve water with drinks
- Delay requests for alcohol
24
Q
True or False
Withholding alcohol service to a customer who appears to be intoxicated is only a company policy.
A
False
This is an FAA policy - FAR 121.575
25
Within the My Flight App, what is the meaning of SSR Special Service Request?
SSRs are codes which denote customers w/ special requests
26
Within the My Flight App, what is the SSR code of a customer travelling w/ a pet?
PETC
27
True or False
A pet can be taken out of the kennel mid-flight for air and stretching.
False
## Footnote
Pet must remain in the kennel throughout the flight, and kennel must remain closed.
28
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.
29
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.
30
Which category of behaviour do these animal incident behaviours represent when reporting in an IOR?
## Footnote
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)
31
Which category of behaviour do these animal incident behaviours represent when reporting in an IOR?
## Footnote
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)
32
Which category of behaviour do these animal incident behaviours represent when reporting in an IOR?
## Footnote
Biting or otherwise causing serious injury to a person or other animal, including the animal’s owner or custodian.
Dangerous Animal (D)
33
What is the SSR code and icon for a Bassinet Customer in the My Flight App?
BSCT
34
True or False
Bassinets _can_ be used during TTL
False
They must be stowed during these phases.
35
Is there a weight limit for infants in a bassinet?
Yes
25 lbs
36
Are there instances inflight when infants must be taken out of the bassinet?
Yes
When the Fasten Seatbelts sign is illuminated
37
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.
38
Where are bassinet covers stored?
Inflight Kit
39
True or False
Link must be held during TTL.
False
## Footnote
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.
40
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.
41
When must FAs be seated for _takeoff_?
After performing all safety-related duties
42
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).
43
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.
44
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.
45
When must galley and privacy curtains remain open and secured?
During customer boarding and TTL.
46
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.
47
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.
48
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.
49
True or False
Galley servicing may delay customer boarding.
False
## Footnote
* 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.
50
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.
51
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.
52
How often must FAs perform a Cabin Walkthrough?
every 15 minutes
## Footnote
Cabin walk-through can be done in conjunction with beverage, meal or water services.
53
In the event of an emergency, what methods may the FD alert the crew?
* interphone
* direct PA announcement
54
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
55
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.
56
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
57
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)
58
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.
59
True or False
The Overhead Flight Crew Rest (OFCR) must be **_un_**occupied during TTL.
False
## Footnote
The OFCR seat _may_ be occupied by an authorized flight deck jumpseat rider during taxi, takeoff and landing.
60
True or False
## Footnote
The OFCR door must be secured _closed_ during TTL if a seat is occupied inside.
False
Closed only if **_un_**occupied.
During all operations below 10,000 ft, the OFCR door must be secured open **if** the seat is _occupied_ and secured closed if unoccupied.
61
True or False
## Footnote
With medical approval, customers _may_ recline their seatbacks for takeoff and landing provided the seat is not a flat-bed seat.
True
## Footnote
The reclined seat must be immediately in front of a bulkhead or cabin divider and cannot obstruct access to any emergency exit.
62
What must be ensured for Door Exits in preparing the cabin prior to movement on the surface and landing?
Ensure all emergency exits are _armed_.
## Footnote
Shades on exit door windows are open for taxi, takeoff and landing (if equipped).
B787 Aircraft – Ensure the exit door windows are clear for taxi, takeoff and landing.
63
True or False
## Footnote
If departure is delayed for an extended period of time or the aircraft returns to the
gate, Cabin Readiness checks must be completed _again_ before takeoff.
True
64
True or False
FAs may leave j/s after a/c taxis off runway on landing.
False
## Footnote
During taxi, all flight attendants must remain seated in their assigned jumpseat
with safety belts and shoulder harnesses securely fastened (unless performing
safety-related duties).
65
What is the International Purser/Purser responsible for _prior to pushback_ and once Cabin Readiness requirements have been met?
Call the pilots to advise that the cabin is ready. (Use the statement “Cabin is ready,” or something very similar.)
NOTE: **_No_** signal is required for landing.
66
True or False
Some of the assigned crew may deplane at the end of a flight as long as other crew remain onboard.
False
## Footnote
Unless otherwise directed by Inflight Services management, none of the assigned crew may deplane at the end of a flight until the International Purser/Purser has received confirmation _all_ _customers have deplaned_ and the cabin is secured.
67
What is meant by "Double Check" during the Cabin Sweep process?
At the end of the deplaning process each flight attendant must utilize the Double Check actions to check the cabin, overhead bins, galleys, lavatories and that all doors are _disarmed_ within their cabin sweep zone.
Double Check is intended to help flight attendants remember and complete all the components of a thorough cabin sweep.
A minimum of 2 flight attendants must sweep each zone of the aircraft.
68
What must FAs ensure after all customers have deplaned?
They must ensure all customers
## Footnote
have exited the jetbridge and the door at the top of the jetbridge is closed and locked.
69
True or False
## Footnote
If customer(s) are still in the jetbridge or waiting for the return of a gate-checked item (e.g., stroller or wheelchair), FAs may leave the jetbridge.
False
## Footnote
At least one authorized Company representative, including FAs, must remain with the customer(s) until the item arrives and all customers have exited the jetbridge.
70
What is the “D” in the Double Check action checklist?
Doors
Double check _Doors_ in assigned cabin sweep area are disarmed.
71
What is the “O” in the Double Check action checklist?
Ovens
Double check _Ovens_, coffee makers and hot plates are turned off and free of debris.
72
What is the “U” in the Double Check action checklist?
Unlocked
Double check lavatories are _Unlocked_ and not occupied with customers.
73
What is the “B” in the Double Check action checklist?
Baggage
Double check _Baggage_ of unknown origin is not on board.
74
What is the “L” in the Double Check action checklist?
Link
Double check your _Link_ and accessories kit are not left on board.
75
What is the “E” in the Double Check action checklist?
Everyone
Double check no customers remain on board (i.e., _Everyone_).
76
What is the measurement limit of a customer's carry-on bag?
Dimensions should not to exceed 45 linear\* inches (114 cm)
## Footnote
\*Linear measurement = length + width + height
77
What is the carry-on baggage limitation for Basic Economy customers?
Only 1 personal item
**-or-**
large musical instrument (must fit in OHB or underneath seat)
78
Name some items excluded from carry-on baggage limitations
* Umbrella
* Child restraint seat meeting FAA approval standards and used for taxi, takeoff and landing. (A child restraint seat not used in the transport of the infant/child is considered carry-on baggage.)
* Diaper bag
* Breast pump (considered as an assistive device)
* Compact folding strollers that comply with carry-on baggage guidelines.
* Collapsible wheelchair
* Crutches, canes, braces, or other prosthetic devices on which the customer is dependent.
* Pet kennel small enough to fit underneath the seat without blocking any person’s path to the main aisle of the aircraft. Must be stowed properly before the forward aircraft boarding door is closed.
* Other assistive devices either for stowage or for use within the cabin, such as, prescription
medications and any medical devices needed to administer them, such as, syringes or
auto-injectors; vision-enhancing devices; portable oxygen concentrators, CPAP machines,
ventilators and respirators that use non-spillable batteries, provided they comply with applicable
safety, security and hazardous material rules. These items must comply with stowage
requirements of carry-on baggage.
• Limited amount of duty free items/merchandise, and food. Amenities brought onboard by
customers must be stowed in the same manner as carry-on baggage.
79
Are FAMs Federal Air Marshalls also bound to the same 1+1 carry-on baggage limitation as other customers?
No
## Footnote
In addition to the carry-on baggage limits of one carry-on bag plus one personal item, Federal Air Marshals (FAMs) traveling on official business (mission status or deadheading) are allowed a third
piece of carry-on luggage in the form of a gun box.
80
True or False
Door closure can still occur as long as all carry-on baggage is properly stowed prior to take-off.
False
## Footnote
Door closure is not permissible unless all carry-on baggage is properly stowed in a closed overhead bin, underseat stowage area, or other approved stowage location.
Carry-on baggage that cannot be properly stowed must be tagged by ground personnel and
transported as checked baggage.
81
List some FA responsibilities for carry-on baggage
* Verify each article of carry-on baggage is properly stowed.
* Proactively assist and direct customers with stowage of baggage.
* Provide assistance stowing and retrieving carry-on baggage for customers with disabilities.
* Ensure large instruments are properly stowed. Instruments should not be tagged as checked baggage to create space for other carry-on baggage if stowed properly in closed overhead bin.
* Advise customers to stow skateboards in overhead bins with wheels pointed up or in a closet.
* Ensure customers do not overload overhead bins or exceed placarded weight limits. Bins should close and latch without using force.
* Identify particularly heavy items in the overhead bins that may require repositioning or removal to help prevent items from falling out when the bin door is opened.
* Proactively inform customers of specific seating stowage restrictions.
82
List some carry-on baggage stowage restrictions
* Stowage is not permitted in overhead bins, closets, or any other area that interferes with crew access to emergency equipment.
* Stowage must not interfere with customers’ view of No Smoking, Fasten Seat Belt, or Exit signs or video monitors/screens.
* Stowage cannot obstruct customer movement to or from access to the aisle.
* Except as noted below, stowage is not permitted in the flight deck, lavatories, crew rest areas, or seatback pockets.
* Stowage is not permitted in or around the floor area of the following customer seats (e.g., pillows and blankets must be stowed in overhead bins or other approved stowage compartments):
– Seats at bulkheads that extend completely to the floor, including seats 8DEF at the B757-200 (75B) bulkhead.
– Premium cabin flat-bed seats on B777-200 (77G 77M 77O 77Q) aircraft.
• Stowage is not permitted on top of the ottoman or shelf of premium cabin flat-bed seats.
83
Can carry-on baggage be stowed forward of a bulkhead that does _not_ extend completely to the floor?
Yes
84
True or False
The CSR is responsible for verifying carry-on baggage is properly stowed.
False
## Footnote
The FA is responsible.
If staffed above FAA minimums, flight attendant(s) not responsible for carry-on baggage verification may assist the designated flight attendant(s) with verification; however, the designated flight
attendant(s) are responsible for confirming with the International Purser/Purser prior to door closure
carry-on baggage is properly stowed.
85
What is “Cabin Baggage”?
When a customer requests an item be carried in the customer cabin of an aircraft, and it is determined
by the Company in its sole and absolute discretion the item is acceptable in the cabin but is so fragile
and/or bulky that a seat is required, it is considered Cabin Baggage.
Examples may include, but are not limited to, large or valuable musical instruments, media cameras,
artifacts, garment bags, and similar items of a delicate nature or unusual size.
* Ticketed items must be secured (eliminating the possibility of shifting) using the seat belts.
* Articles secured to a seat may not:
– Be placed in an emergency exit seat
– Obstruct access to, or use of, any emergency or regular exit
– Block or protrude into any aisle or exit path
– Obscure any customer’s view of the overhead Fasten Seat Belt and No Smoking signs, any required Exit sign, or video monitor/screens
86
List some TSA-_permitted_ items in carry-on baggage
* Cigarette lighter
* Cigar cutters
* Corkscrews
* Cuticle clippers/files
* Electronic cigarettes and personal vaporizers (the use and charging of such items are prohibited onboard all flights, and may not be placed in gate-checked baggage)
* Eyeglass repair tools (including screwdrivers)
* Eyelash curlers
* Knitting and crochet needles
* Knives (round-bladed butter or plastic)
* Personal care or toiletries (e.g., hairspray, deodorant, etc.)
* Safety razors (disposable type)
* Scissors (metal with pointed tips and blades shorter than 4 in. or 10 cm)
* Toy transformer robots/weapons (if not replicas)
* Tweezers
* Umbrellas
* Walking canes
Also:
* Braille note-taker, slate and stylus and augmentation devices
* Diabetes-related supplies/equipment
* Nitroglycerin pills or spray
* Ostomy scissors
* Portable Oxygen Concentrators (POCs). Only FAA-approved POCs may be used on board.
* Ventilators/Respirators/Continuous Positive Airway Pressure (CPAP) machines and other assistive
breathing devices
• Prosthetic device tools and appliances
87
List some TSA-_prohibited_ items in carry-on baggage
* Guns/Firearms
* Martial arts/Self-defense items
* Sharp objects
– Axes
– Box cutters
– Ice picks
– Knives (any length and type except round-bladed, butter and plastic cutlery)
– Meat cleavers
– Razor-type blades (excluding safety razors)
– Scissors (metal with pointed tips and blades longer than 4 in. or 10 cm.)
– Swords
• Sporting goods
– Baseball/Cricket bats
– Bows and arrows
– Golf clubs
– Hockey / Pool / Lacrosse sticks
– Hoverboards
– Ski poles
– Spear guns
• Tools
– Cattle prods
– Crow bars
– Drills (including portable power drills)
– Hammers
– Saws (including cordless portable power saws)
– Screwdrivers (except those in eyeglass repair kits)
– Other tools (including, but not limited to, wrenches and pliers)
88
List the chain-of-command on the a/c
(1) Captain
(2) First Officer
(3) Relief pilot
(4) International Purser/Purser
* The captain conducts all postflight briefings and remains in command until the end of the duty period or until the captain relinquishes his/her command.
* International Purser/Purser will direct the activities of the flight attendant crew.
The International Purser/Purser is the primary liaison between the captain and the flight
attendants. The International Purser/Purser informs the captain of all onboard emergencies,
irregular issues, customer concerns and cabin discrepancies.
89
What is the Int'l Purser/Purser's authority?
* The International Purser/Purser has the authority to lead flight attendants in completing assigned tasks and responsibilities.
* The International Purser/Purser provides leadership, direction and assistance to flight attendants throughout the flight. This includes planning safety and service procedures, conducting thorough briefings, and assigning flight attendant roles. In addition, the International Purser/Purser ensures that all service elements are provided in accordance with United standards and promotes onboard customer satisfaction.
* The International Purser/Purser serves as the onsite Inflight Services representative. In this
capacity, the International Purser/Purser promotes prompt customer boarding and on-time
departures. The International Purser/Purser coordinates efforts with the captain, Customer
Service Representative (CSR), zone control/station operations, and catering to support these
goals.
90
True or False
FA check-in and boarding times are dependent on whether the flight is domestic or Int'l.
False
## Footnote
Flight attendant check-in time, flight attendant boarding time and customer boarding time are based
upon aircraft type:
* A319, A320, B737-700
* B737-800/-8/-900/-9
* B757, B767, B777, B787
91
Where do FAs check in?
Flight attendants will check-in at the _gate_ for originating and downline flights.
92
How do Standby Reserves check in?
Standby Reserves are required to check-in with
Crew Scheduling by assigned report time.
93
When is dead-head check-in time?
Deadhead check-in time is **_:45_** before departure at the gate.
94
When should International Purser/Purser briefing to flight attendants and preflight safety checks be completed?
* Before customer boarding.
* Preflight safety checks must be completed prior to door closure.
95
For A319, A320 AND B737-700 a/c, what are the Originating, Downline and Deadhead check-in times for FAs?
**_Originating Flight_**
1:00 before departure on aircraft
**_Downline_**
:45 before departure on aircraft
**_Deadhead_**
:45 before departure at departure gate
96
For B737-800/-8/-900/-9 a/c, what are the Originating, Downline and Deadhead check-in times for FAs?
**_Originating Flight_**
1:00 before departure on aircraft
**_Downline_**
:45 before departure on aircraft
**_Deadhead_**
:45 before departure at departure gate
97
For B757, B767, B777 AND B787 a/c, what are the Originating, Downline and Deadhead check-in times for FAs?
**_Originating Flight_**
1:15 before departure on aircraft
**_Downline_**
1:00 before departure on aircraft
**_Deadhead_**
:45 before departure at departure gate
98
For A319, A320 AND B737-700 a/c, what is the Customer boarding time?
0:35 before departure
99
For B737-800/-8/-900/-9 a/c, what is the Customer boarding time?
0:40 before departure
100
For B757, B767, B777 AND B787 a/c, what is the Customer boarding time?
0:50 before departure
101
At what age must a child occupy their own seat?
A child who has reached their second birthday
102
True or False
A child under the age of 12 must not be seated in an exit row at any time during
the flight.
False
A child under the age of **_15_** must not be seated in an exit row at any time during
the flight.
103
What is a “Lap Child”?
Lap children are defined as children under the age of two for whom a seat was not purchased.
104
What is the SSR Code and icon in My Flight App indicating a Lap Child?
INFT
105
When must a Lap Child be held for TTL and turbulence?
– The child cannot sit upright, even with the use of pillows.
– An approved Child Restraint System (CRS) is not available.
– An empty seat next to the parent is not available.
* The child may _not_ sit next to the adult in the _same_ seat.
* A customer must be at least 18 years of age, or the parent, to hold a lap child during TTL and turbulence
* A customer with a lap child may _not_ sit in an exit row or in a seat that faces a flight attendant
jumpseat.
• Use of _lap-held and vest-type child restraints_ is not acceptable during taxi, takeoff, or landing
regardless of date of manufacture or approval stickers.
* When a child is held on the lap, the seat belt is to go around the adult only.
* Flight attendants must ensure the number of customers and lap-held children in any group
of seats does not exceed the number of oxygen masks for that seat group. Each group of
customer seats has one extra mask.
• If a customer is traveling with two or more infants, one infant may be held by that customer.
The other infant(s) must be secured in an approved CRS with the seat belt fastened for taxi,
takeoff and landing as well as when the Fasten Seat Belt signs are illuminated. If a CRS is
not available for the other infant(s), pillows and blankets may be used as padding to secure
the seat belt around the infant(s).
106
How many oxygen masks are there for each seat group?
On all aircraft, each seat group has one extra oxygen mask.
This allows for one lap child when all seats in a particular seat group are occupied.
In some a/c, two or more additional oxygen masks can be found above a seat group (usually in First class cabin).
107
True or False
A customer may not be permitted to use a CRS Child Restraint System
False
## Footnote
A CRS can be used provided that:
* The parent or guardian has purchased a seat for the child.
* The child is accompanied by a parent/guardian or attendant designated by the child’s parent or guardian.
* The child is within the weight limit for the CRS.
108
True or False
The FA is responsible for installing the CRS Child Restraint System into the a/c seat.
False
## Footnote
The adult accompanying the child is responsible for proper installation and use of the CRS.
109
List some criteria for allowable CRS Child Restraint Systems
* A solid back and seat.
* Restraints installed to securely hold the restraint system to the aircraft seat and internal restraint straps installed to securely hold the child in the CRS.
* A CRS approved for aircraft use must bear one or both of the following labels:
“THIS CHILD RESTRAINT SYSTEM CONFORMS TO ALL APPLICABLE FEDERAL MOTOR
VEHICLE SAFETY STANDARDS.”
(Printed in red): “THIS RESTRAINT IS CERTIFIED FOR USE IN MOTOR VEHICLES AND
AIRCRAFT.”
* Seats manufactured outside of the U.S. must bear either a label showing approval of a foreign government or the United Nations approval label. This label consists of the letter E surrounded by a circle followed by the number of the approving country.
* Use of booster seats _without_ backs, lap-held and vest-type child restraints is _not_ acceptable
during taxi, takeoff, or landing regardless of date of manufacture or approval stickers.
• Some manufacturers market and label their approved aviation CRS as “booster seats” even
though these seats have backs. Thus “booster seats” _with_ backs and labeled “approved for
aviation use” can be used for all phases of flight provided the label instructions are followed.
• Unlabeled seats, belly belts and vest-type devices are not acceptable for use during taxi,
takeoff and landing.
110
List some criteria for **_how_** CRS Child Restraint Systems can be used.
• The CRS must _not_ be located in an exit seat or in _a row immediately forward or aft of an_
_emergency exit row_.
* The CRS must not be located in any rear-facing seat.
* The accompanying parent/guardian must be seated in the seat next to or closest to the CRS.
The parent/guardian must be able to reach, release and evacuate the child in the CRS, if an
emergency evacuation becomes necessary. For this reason, the CRS must _not_ be located in
any cabin with Polaris seats.
• The CRS must be secured in a customer seat using the aircraft’s lap seat belt or properly stowed
at all times. Customers should follow the same procedures for securing the seat in a car as
provided by the seat manufacturer. The child must be properly secured by the CRS’s straps.
• The CRS is designed to be secured either forward-facing or aft-facing. The placement of the
CRS should match the manufacturer’s guidelines, which are based on the height and weight
of the child and the design of the CRS. The FAA recommends that children weighing over
40 pounds use an aircraft seat belt; however, _a child of any size or age may sit in a CRS_,
_provided the child does not exceed the size or weight limits of the CRS_. Always refer to the CRS manufacturer’s guidelines.
• A window seat is the preferred location for placement of the CRS.
NOTE:
The CRS may be secured in a seat other than the window seat provided that the customer at the window is
a member of the party traveling with the child, and the CRS does not block egress to the aisle in the event of an emergency evacuation.
• On widebody aircraft, the CRS may be placed in an inner seat of a center row provided all
persons in the row have unobstructed access to an aisle during an emergency evacuation,
including the child’s parents/guardian or attendant.
• The accompanying parent/guardian must be seated in the seat next to or closest to the CRS.
The parent/guardian must be able to reach, release and evacuate the child in the CRS, if an
emergency evacuation is becomes necessary.
• If the CRS is placed in a seat equipped with an airbag seat belt, the black seat belt extension
must be used. Because the airbag would be positioned directly beneath the CRS, use of a seat
belt extension ensures the airbag is deactivated. Adjust the length as with a conventional seat
belt to secure the CRS to the seat.
111
What is an ACSD Aviation Child Safety Device?
An ACSD is an aviation-only restraint. The FAA-approved harness-type device attaches to the
aircraft seat belt and seatback, providing a four-point restraint similar to a jumpseat harness.
112
What are the markings of an approved ACSD Aviation Child Safety Device?
The ACSD must bear a label or markings that indicate FAA approval under section 21.305(d).
In addition, the device must also be clearly marked with the following sentence:
“FAA approved in Accordance with 14 CFR 21.305(d) APPROVED FOR AIRCRAFT
USE ONLY.”
* The “CARES” device is currently the only FAA-approved ACSD.
113
What are the limitations of an approved ACSD Aviation Child Safety Device?
* Regulations regarding the use of a CRS in aircraft also apply to ACSDs.
* An ACSD is approved for a customer who:
– Has not reached their 18th birthday
– Weighs between 22 and 44 pounds (10-20 kg)
– Is less than 40 in. tall (100 cm.)
– Is capable of sitting upright unassisted
* Due to seat size constraints, ACSDs cannot be used in premium cabin flat-bed seats.
* Flight attendants must ensure the ACSD is properly installed by verifying the following:
– The seatback loop (usually colored) is snug around the seat between the tray table and seat
(not around the tray table) and is above the child’s shoulders when seated.
– The shoulder straps are not twisted and are over the child’s shoulders and through the aircraft
seat belt.
– The chest clip and aircraft seat belt are secured.
– The child is seated on the aircraft seat (i.e., not raised with pillows for video viewing).
During an emergency evacuation, the CRS is to remain attached to the aircraft’s seat and only the infant/child be removed from the restraint system.
114
What is the weight limit for Infant Life Vests?
Infant life vests are recommended for infants and small children who weigh _less than_ **35 pounds** (16kg).
115
Are Infant Life Vests required to be distributed for International And Domestic
## Footnote
Overwater Flights (Operating more than 50 nautical miles away from land)?
Yes
## Footnote
(FAR 121.340)
• Distribute life vests **_before_** departure.
116
Are Infant Life Vests required to be distributed for Domestic
## Footnote
Non-overwater Flights (Operating less than 50 nautical miles away from land)?
No
Distribute life vests upon request or in event of a planned emergency.
NOTE: If in doubt, flight attendants should ask the captain if a flight is a domestic overwater
flight.
117
When are Infant Life Vests collected on arrival?
Collect infant life vests after gate arrival and customers have deplaned. Return life vests to proper stowage location.
118
May customers board compact folding strollers as carry-on?
Yes
## Footnote
Subject to:
• Compact folding stroller guidelines:
◦ Must meet the carry-on baggage size restrictions.
◦ Stroller must be folded prior to entering the aircraft door by the customer.
◦ Stroller must remain stored in the overhead compartment or underneath the seat during the
duration of the flight and may not be opened onboard at any time.
◦ If it cannot be accommodated onboard the aircraft, it must be gate checked.
• Customers must gate-check all other strollers either to their connection or final destination. If
a customer’s stroller is not tagged for gate delivery, instruct the customer to ask the CSR for a
Special Handling tag.
119
May a FA still fly without a current UA ID badge?
No
## Footnote
A flight attendant who does not have a current United Airlines company identification badge with them
_at least four hours prior to check-in time_ at the beginning of a trip
will be replaced.
120
What should a FA do once they notice their ID badge is missing?
When a flight attendant is aware their badge is missing prior to the start of a trip, they must contact
their reporting base during local business hours to alert them of the missing badge. If the base
is closed, the flight attendant must contact the Inflight Duty Manager.
121
What should a FA do once they notice their ID badge is missing, Downline, and at a base (non-homebase) location?
If a flight attendant’s badge is unavailable downline, and the flight attendant is at a base location,
report the missing badge to an Inflight supervisor by contacting the base’s Concierge Desk. If
a supervisor is not available, contact the Inflight Duty Manager (IFDM). If the flight attendant is
not at a base location, the flight attendant must contact the Inflight Duty Manager (IFDM) as soon as possible for the next steps.
122
What should a FA do once they notice their ID badge is missing and have made contact w/ IFDM or Base?
The flight attendant must notify the purser and captain as soon as possible after contacting base or
IFDM. Depending on location and circumstances, the flight attendant may not be able to continue to
the next scheduled flight as a working crewmember. If the flight attendant is needed for minimum
crew or to operate the flight, steps will be taken to work with the local station to get the flight attendant
cleared as a working crewmember and communicate the appropriate procedures the flight attendant
must follow to continue on the next flight(s).
If _not_ cleared to work, the base or IFDM will coordinate with Scheduling to return the flight attendant to their base on the next available flight(s).
In all cases of downline lost, stolen or unavailable ID, the flight attendant, either working or
deadheading, will be replaced at the first available station and removed from the remainder of the
trip. The flight attendant must follow up with their supervisor to coordinate the process for obtaining a
replacement badge.
A flight attendant, on personal travel, who does not have a current ID badge with them may not travel on the jumpseat.
123
True or False
If no customers are seated in the assigned demo area, FAs are not required to perform a safety demo.
False
## Footnote
Flight attendants are required to perform a live safety demonstration from assigned safety
demonstration positions, even if no customers are seated in the assigned demo area. (FAR 5.21.1.1)
124
Can the safety demo be completed only in Spanish if majority of customers are Spanish customers?
No
The safety demonstration must be completed in English prior to each takeoff, _including_ through
flights and diversions when no new customers board.
125
When should the safety demo begin?
The safety demonstration should start as soon after door closure as possible.
– On aircraft equipped with video presentation systems, start the video _after_ aircraft is operating
under its own power.
126
If the taxi to the runway is short and the safety demo cannot be completed before takeoff, can the FAs stop the demo?
No
## Footnote
If the safety demonstration cannot be completed before takeoff, the International Purser/Purser
must ask the captain to delay the takeoff.
127
True or False
## Footnote
On aircraft equipped with video presentation systems, flight attendants should stand as near
as possible to their _assigned demo position_ during the video.
False
## Footnote
On aircraft equipped with video presentation systems, flight attendants should stand as near
as possible to their **_assigned exit_** without obstructing customer view of monitors/screens.
Flight attendants should _have demo equipment readily available_ in the event of a malfunction or poor
video quality. Drop-down and retractable in-arm video monitors are to be stowed for taxi,
takeoff, and landing.
128
If any customers board/reboard after the safety demonstration is complete, must another demo be performed?
Yes
## Footnote
If any customers board/reboard after the safety demonstration is complete, including delay
situations where passengers have deplaned, the demonstration _must be repeated_ or the
additional customer(s) (if known) _may be briefed individually_.
129
If the aircraft is being dispatched with an inoperative door, slide/raft or slide, should notice be given to customers?
Yes
## Footnote
If the aircraft is being dispatched with an inoperative door, slide/raft or slide, make
a PA announcement during customer boarding, after the safety demonstration
and prior to landing.
130
List the components of a **_General_** Safety Demo (_not_ Individual briefing)
– Display the safety information card.
– Operation of seat belt.
Flight attendants must also demonstrate use of the shoulder strap in premium cabins.
– Point to emergency exits.
– Point to emergency escape path lighting.
– Operation of emergency oxygen mask.
Flight attendants must also demonstrate use of the oxygen mask strap in premium cabins.
– Operation of life vest.
• Flight attendants may share a seat belt extension during a live safety demonstration to
accommodate customer requests for extensions.
* Synchronize the announcement and demonstration.
* Flight attendants must ensure customers whose view might be restricted (e.g., bulkhead rows,
aft-facing seats) are able to see all elements of the demonstration. To accomplish this, flight
attendants may need to turn around and/or move up and down an aisle. (Based on aircraft type
and demonstration position, flight attendant movement is always required or may be dependent
upon staffing.)
131
What must the FA do if during the video Safety Demo, the video system becomes inoperative?
* If interrupted and content is missed, the video must be restarted from the beginning. If the
system malfunctions or becomes inoperative (audio or video), notify the pilots and complete a
live demonstration before takeoff.
* If correct video is not available, notify the pilots, complete a live demonstration before takeoff,
and submit an Irregular Operations Report (IOR).
132
On the B777-200 (77Q), some customers will not have a video screen. What must be done wrt to the video Safety Demo?
Assigned flight attendants must synchronize a live demo with the video safety demo for
customers with retractable or no video screens
133
Certain customers may require an _individual briefing_ that substitutes or supplements the video/live safety demonstration presented eFAOM to all customers.
What are the components of this individual briefing?
Any person requiring an individual briefing must be briefed with regards to:
* when
* where
* and how to exit in the event of an emergency
* and how he/she can best be _assisted_ in exiting.
134
List some examples of customers who may need an individual Safety Briefing
**• _Customers who cannot see the safety demonstration from their seat_**
– Obstructed view
– Inoperable monitor
– Retractable monitor
**• _Unaccompanied minor(s)_**
– Indicated in the My Flight app using the Special Service Request (SSR) code UMNR and icon
pictured above.
**• _Customers requiring the use of a Portable Oxygen Concentrator (POC)_**
– Indicated in the My Flight app using the SSR code PPOC and icon pictured above.
– Specifically advise customers in a decompression event to discontinue the use of their POC
and don deployed oxygen mask. Advise them to use aircraft-supplied oxygen until the aircraft
reaches 10,000 feet.
**• _Blind/Low Vision customers_**
– Indicated in the My Flight app using the SSR code BLND and icon pictured above.
– Review when, where (include the number of rows to each exit) and how to evacuate.
– Describe the components of the demo kit and allow customer to touch/feel each item as needed.
For example, describe the “T-shaped” inflation handle and allow the customer to feel the shape.
– Tailor additional briefing items to the customer as needed.
– Inform the customer that more assistance will be provided in the event of an emergency
(including assistance with brace positions).
**• _Deaf/Hard of Hearing customers_**
– Indicated in the My Flight app using the SSR code DEAF and icon pictured above.
– Determine a means of communication, using a pen and paper or Notes App on Link, if necessary.
– If determined the customer can read lips, ensure you face the person and speak at a normal
pace. Do not over-enunciate.
– Review when, where and how to evacuate.
– Provide a tailored briefing while taking into consideration that the person can see the video
or live demo when it is performed.
– Ensure all announcements (throughout the flight) are provided in a timely manner.
**• _Customers with disabilities and their personal attendant(s)_**
– Customers needing assistance to move expeditiously to an exit during an emergency.
– Customers who verbally disclose their disability also require an individual briefing.
– In most cases, customers with disabilities are identified in the My Flight app with SSR codes.
In addition, the My Flight app uses icons to identify customers with disabilities. Example SSR
codes include:
**_DPNA_** - Disabled Passenger Needing Assistance (usually a customer with a cognitive
disability, e.g. Autism, Down Syndrome, etc.)
**_STCR_** - Stretcher
**_WCHC_** - Wheelchair, customer completely immobile
**_WCHR_** - Wheelchair, customer can ascend / descend stairs
**_WCHS_** - Wheelchair, customer cannot ascend / descend stairs
**_WCOB_** - Onboard wheelchair required
135
List the components of an **_Individual_** Safety Briefing (_not_ General safety demo)
An individual customer briefing must ensure the following points are covered (if not received from the video/live safety demonstration presented to all customers).
_Tailor_ the presentation to the customer’s specific needs.
**_Seat Belts_**
Explain the operation of the seat belt.
**_Exits_**
Identify the two nearest exits. If applicable, include distance away from the customer in terms of
numbers of rows forward and aft.
**_Flotation_**
Explain the location and operation of the life vest, and the location of the nearest slide/raft
or life raft.
**_Oxygen_**
Indicate the location of the oxygen compartment and explain the operation of the mask.
**_No Smoking_**
Explain smoking and lavatory smoke detector restrictions.
136
In addition to the required components of an **_Individual_** Safety Briefing, what must be reviewed with Customers w/ Disabilities?
* Review the stowage of wheelchairs, walkers, canes and crutches (if applicable).
* Advise a customer traveling alone that a _helper_, if needed, _will be assigned_ to assist in the
event of an evacuation.
• Provide an _evacuation briefing_ to disabled customers who require assistance moving
expeditiously to an exit during an emergency.
– Ask ambulatory customers if they are able to evacuate with fast-moving customers.
Explain they will need to leave their seat at the first sign the aircraft is being evacuated.
Canes and crutches should remain stowed along with other personal belongings.
Advise the best way to evacuate is via the escape slide, feet first using the scoot method. If
applicable, service animals should be held in the lap of their master when exiting via the
escape slide.
– Advise non-ambulatory customers, with or without attendants/able-bodied assistants, they
are to evacuate **_after_** _the main flow_ of traffic.
– Ask the customer how to assist them to avoid inflicting pain or injury.
• Brief all other flight attendants about information obtained during a briefing.
– If customers with disabilities are traveling on a through flight and there is a crew change,
advise the new crew of the information obtained during the briefing.
137
Who is responsible for reporting accurate customer counts to the CA?
CSR
FAs may provide a manual count if CA or CSR requests for one.
138
When a manual count is requested, where is the information entered?
My Flight app =\> FA Customer Count Tool
## Footnote
On flights with heavy customer loads, flight attendants may count the number of empty seats.
On flights with a light customer load, flight attendants may count the number of actual customers in each area.
Lap children, under the age of 2, are counted, but indicated separately on the form.
139
What is the SSR code for qualified LEOs and licensed medical prof's who volunteer to offer assistance during a domestic inflight medical or emergency situation?
VPES
Voluntary Provisions of Emergency Services
CSRs very credentials of VPES. FAs do not need to re-verify.
140
True or False
Any VPES who chooses to consume alcohol can no longer be a VPES volunteer.
True
141
True or False
## Footnote
Breastfeeding is allowed from any seat in the cabin except exit row seats and jumpseats.
True
142
What is the SSR code and icon for non-English speakers?
LANG
143
Any individual who has a physical or mental impairment(s) that on a permanent or temporary
basis substantially limits one or more major life activities, has a record of such impairment,
or is regarded as having such impairment.
A. Ambulatory
B. Semi-Ambulatory
C. Non-Ambulatory
D. Qualified Disabled Individual
E. Disabled Individual
E. Disabled Individual
144
A customer who is able to board, deplane, and move about the aircraft without assistance.
A. Ambulatory
B. Semi-Ambulatory
C. Non-Ambulatory
D. Qualified Disabled Individual
E. Disabled Individual
A. Ambulatory
145
An individual with a disability who validly obtains a ticket, comes to the airport for the flight, and meets non-discriminatory contract of carriage requirements that apply to everyone.
A. Ambulatory
B. Semi-Ambulatory
C. Non-Ambulatory
D. Qualified Disabled Individual
E. Disabled Individual
D. Qualified Disabled Individual
146
A customer who is able to board, deplane, or move about the aircraft with some assistance.
A. Ambulatory
B. Semi-Ambulatory
C. Non-Ambulatory
D. Qualified Disabled Individual
E. Disabled Individual
B. Semi-Ambulatory
147
A customer who is unable to board, deplane, or move about the aircraft unassisted.
A. Ambulatory
B. Semi-Ambulatory
C. Non-Ambulatory
D. Qualified Disabled Individual
E. Disabled Individual
C. Non-Ambulatory
