|Msg from the coach (VIDEO)|
|Index- What to expect(VIDEO)|
Welcome to the world of aviation(VIDEO)
|Airline Requirments (VIDEO)|
|Eligibility Criteria (VIDEO)|
|ELIGIBILITY CHART (READ)|
|Aviation Authorities (VIDEO)|
|Aviation Authorities (READ)|
|AIRPORTS IN INDIA (READ)|
|LIST OF AIRLINES(READ)|
|Soft skills for aviation (VIDEO)|
|CREATIVE THINKING (READ)|
|Non Verbal Communication(Video)|
|Telephone Etiquettes (Read)|
|Airline puzzle game|
|Introduction to Grooming(Video)|
|Airline Grooming Manual (Read)|
|Interview practice Question 1(Video)|
|Interview practiceQuestion 2(Video|
|Interview practiceQuestion 3(Video)|
|Interview practiceQuestion 4(Video)|
|Interview practiceQuestion 5(Video)|
|ADDITIONAL INTERVIEW QUESTIONS (Read)|
CHAPTER 1 –COMMUNICATION SKILLS
CHAPTER 2 -VERBAL COMMUNICATION SKILLS
CHAPTER 3 -NON-VERBAL COMMUNICATION SKILLS
CHAPTER 4 -AIRLINE PHONETICS
Civil aviation is a powerful force for progress in our modern global society. A healthy and growing air transport system creates and supports millions of jobs worldwide. It forms part of the economic lifeline of many countries. It is a catalyst for travel and tourism, the world’s largest industry. Beyond economics, air transport enriches the social and cultural fabric of society and contributes to the attainment of peace and prosperity throughout the world.
X- X- Ray
CHAPTER 5-AIRLINE TERMINOLOGY
- Accompanied Hold Baggage: Baggage which is accepted for carriage in the hold of an aircraft and which is checked in by the passenger who is on board.
- Aerodrome or Airport: A defined area on land or water (Including any buildings, installations and equipment) intended to be used either whole, or in part, for the arrival, departure and surface movement of the aircraft. Aerodrome and Airport are considered to be equivalent in this manual.Adults: A passenger from his/her 12th birthday.
- Air Traffic Control Unit (ATC): A generic term meaning variously: area control centre, approach control office or airport control tower.
- Aircraft: Any machine that can derive support in the atmosphere from the reactions of the air other than the reactions of the air against the earth’s surface.
- Airline: An airline provides air transport for passengers or flight, generally with a recognized operating certificate or licence. Airline lease or own their aircraft with which to supply these services and may from partnerships or alliances with other airlines for mutual benefit.
- Operator: A person, organization or enterprise engaged in or offering to engage in an aircraft operation).
- Airside: The movement area of an airport, adjacent terrain and buildings or portions thereof, access to which is controlled.
- Aircraft in Flight: An aircraft shall be deemed to be in flight at any time from the moment when all its external doors are closed following embarkation until the moment when any such door is opened for disembarkation.
- Aircraft Security Search: A thorough inspection of the interior and exterior of an aircraft for the purposes, of discovering suspicious objects, weapons or other dangerous devices, articles or substances.
- Aircraft stand (Bay): A designated area on an apron intended to be used for parking an aircraft.
- Airworthiness: Refers to a condition of serviceability that confirms to certification criteria. Airworthy containers not only are serviceable but also meet certain minimum strength requirements established by government authority. Airworthiness generally refers to certified aircraft structural and non-structural unit and load devices.
- Apron: A defined area, on a land aerodrome, intended to accommodate aircraft for purposes of loading or unloading passengers, mail or cargo, fuelling, parking or maintenance.
- Apron passenger vehicle: Any vehicle used to convey passengers between aircraft and passenger buildings.
- Aviation Security (AVSEC): A combination of measures, human and material resources, intended to safeguard civil aviation against acts of unlawful interference.
- Background check: A check of a person’s identity and previous experience, including any criminal history, where appropriate, as part of the assessment of an individual’s suitability for unescorted access to a Security Restricted Area.
- Baggage: Personal property of passengers or crew carried on an aircraft by agreement with the operator.
- Baggage Breakup Area: The area where all the arrival passenger’s bags are delivered to them.
- Baggage Container: A receptacle in which baggage is loaded for conveyance in aircraft.
- Baggage Makeup Area: Space in which departure baggage is sorted into flight loads.
- Baggage Storage Area: Space in which hold baggage is stored pending transport to aircraft and space in which mishandled baggage may be held until forwarded, claimed or otherwise disposed of.
- Belly: General term describing the lower portion of an aircraft, normally the part of the aircraft body which is below the main deck.
- Block time: The period from the time the chocks are withdrawn and the time aircraft returns a rest after a flight.
- Bomb Threat: A communicated threat, anonymous or otherwise, which suggests, or infers, whether true or false that the safety of an aircraft in flight or on the ground, or any airport or civil aviation facility or any person may be in danger from an explosive or other item or device.
- Booking: Booking (otherwise known as electronic ticket) means the details which any airline given to authorised agent has entered into airline system relating to a journey. PRINT is the mandatory items required for booking.
- Cabin Attendant: A cabin crew-member to be carried on a flight for the purpose of performing duties assigned by the operator or the captain, in the interest of the safety of the passengers, but who is not a cockpit crew member.
- Cabin Baggage: Baggage intended for carriage in the cabin of an aircraft.
- Cargo Area: All the ground space and facilities provided for cargo handling. It includes aprons, cargo buildings and warehouses, vehicle parks and roads associated therewith.
- Cargo / Freight: Any property carried on an aircraft other then mail, stores and accompanied or mishandled baggage.
- Catering Stores: All items, other than catering supplies, associated with in- flight services, for example newspapers, magazines, headphones, audio and video tapes, pillows and blankets, amenity kits, etc.
- Catering Supplies: Food, beverages, other dry stores and associated equipment used on board an aircraft.
- Charter Flight: Certified aircraft flown on revenue flight which dose not come in the purview of scheduled flight.
- Check-in: The process of reporting to an aircraft operator for acceptance on a particular flight.
- Checked Baggage: Checked baggage is the baggage accepted for transportation for which passenger holds claim tag. (Hold Baggage: Baggage intended for carriage in the hold of an aircraft).
- Child Passenger: A passenger between the age group of 2to 12 years is considered as a child passenger.
- Civil Aviation: It means air transportation of passengers and their belongings, cargo, mail etc by civil aircraft.
- Compartment: A space designated within the aircraft for the carriage of a load. It can be a sub-division of a predetermined zone/ lower deck area.
- Co-mail / Comat: Abbreviation of aircraft operator company mail, shipped within the company’s network of stations.
- Commercial Air Transport Operation: An aircraft operation involving the transport of passengers, cargo or mail for remuneration or hire.
- Contingency Plan: A “proactive” plan to include measures and procedures addressing various threat levels, risk assessments and the associated security measures to be implemented; designed to anticipate and mitigate events as well as prepare all concerned parties having roles and responsibilities in case of an actual act of unlawful interference. A Contingency plan sets forth incremental security measures that may be elevated as the threat increases. It may be a stand-alone plan or included as part of a Crisis Management Plan.
- Dangerous Goods: Articles or substances which are capable of posing risk to health, safety, property or the environment and which are shown in the list of dangerous goods in the Technical instructions or which are classified according to those instructions.
- Deportee: A person who had legally been admitted to a State by its authorities or who had entered a State illegally, and who at some later time is formally ordered by the competent authorities to leave that State.
- Direct Transit Area: A special area established in an international airport, approved by the public authorities concerned and under their direct supervision or control, where passengers can stay during transit or transfer without applying for entry to the State.
- Disruptive passenger: The passenger who creates or has the potential to create disturbance either on board the aircraft or on ground and in the process could endanger the safety of the aircraft, fellow passengers, crew members, airline staff or property thereby hampering the operations.
- Excess Baggage: Baggage in excess of the free baggage allowances.
- Explosive Detection System (EDS): A device, or combination of devices and / or procedures, which are intended to detect amounts and types of explosives in passengers checked and hand carried baggage.
- Facilitation: The efficient management of a necessary control process, with the objective to expedite clearance of persons or goods and prevent unnecessary operational delays.
- Flight: An aircraft movement from its point of origin to its final destination.
- Ferry Flight: A non-revenue flight without passengers used to replace any other aircraft during any unforeseen problem like technical reasons.
- Flying Time: The period between aircraft departure and arrival time.
- Galley: It is an integral part of the aircraft where pantry/ catering materials are stored.
- Gate-no show: Passenger who has checked in with a registered baggage, but not shown up for boarding.
- Gate no show drill: When a passenger, who has checked in for particular flight does not report for boarding and in case there is any registered baggage for the passenger same has to be removed.
- General Aviation: All civil aviation operations other than scheduled air services and non-scheduled air transport operations for remuneration or hire.
- Hand Baggage / Carry-on baggage: Hand baggage / Carryon baggage means any baggage of the passenger other than checked baggage.
- Hanger: It is an enclosed structure for housing aircraft.
- Hijacking: Any person who on board an aircraft in flight: (i) Unlawfully, by force or threat thereof, or by any other form of intimidation, seizes, or exercises control of that aircraft, or attempts to perform any such act, or (ii) Is an accomplice of a person who performs or attempts to perform any such act, commits the offence of hijacking that aircraft.
- Hold: A space in an aircraft confined by ceiling, floors, walls and bulk-head, used for carrying cargo and mail, either in bulk, in containers or on pallets.
- Holding: Aircraft circling over aerodrome area due to weather or any other reasons.
60.Image Interpretation: Recognizing the shapes displayed on x-ray units and being able to evaluate and classify them into the proper categories of NO THREAT, POSSIBLE THREAT, and OBVIOUS THREAT.
- Inadmissible Person: A person who is or will be refused admission to a State by its authorities.
- In-flight Security Officer: A person who is employed and trained by the government of the State of the Operator or by the government of the State of registration to be deployed on an aircraft with the purpose of protecting that aircraft and its occupants against acts of unlawful interference. This excludes persons employed to provide exclusive personal protection for one or more specific people travelling on the aircraft, such as personal bodyguards.
- Infant: A child from 0-2 years is termed as infant.
- Integrated/consolidated cargo: A consignment of multi-packages which has been originated by more than one person, each of whom has made an agreement for carriage by air with another person other than a scheduled air carrier.
- Interline Passenger: Passenger who is transferred between aircraft of different air carriers during the course of his journey.
- Interline Baggage: Baggage of passengers subject to transfer from the aircraft of one operator to the aircraft of another operator in the course of the passenger’s journey.
- International Airport: Any airport designated by the Contracting State in whose territory it is situated as an airport of entry and departure for international air traffic, where the formalities incident to custom immigration, public health, animal and plant quarantine and similar procedures are carried out.
- Isolation Bay: Isolation Bay/ Area is a designated place for the parking of an aircraft which is known or believed to be the subject of unlawful interference, or which for other reasons needs isolation from normal aerodrome activities. ” A designated Parking Bay at the airport far away from the main passenger terminal, exclusively being made for the purpose of moving the effected aircraft in order to handle Contingencies and other Threat situations “.
- Known Consignor: An originator of property for transportation by air for their own account and who has established business with a regulated agent or an airline on the basis of agreed criteria addressing the security of goods.
- Landside: That area of an airport and buildings to which both travelling passengers and the non-travelling public have unrestricted access.
- Limited Release Tags: Limited Release Tags are used for registered baggage found unsuitable packed/ damaged/ fragile, at the time of check-in.
- Mail: Dispatches of correspondence and other items tendered by and intended for delivery to postal services in accordance with the rules of the Universal Postal Union (UPU).
- Mishandled Baggage: Baggage involuntarily, or inadvertently, separated from passengers or crew.
- Movement area: That part of an aerodrome to be used for the take-off, landing and taxing of aircraft, consisting of the manoeuvring area and the apron(s).
- Narcotics Control: Measures to control the illicit movement of narcotics and psychotropic substances by air.
- Non-Restricted Area: Area of an airport to which the public has access or to which access is otherwise unrestricted.
- Off-airport processing facilities: A passenger or cargo transport link terminal at an urban population centre at which processing facilities are provided.
- On-Line Baggage/Passenger (Transfer): Baggage/Passenger transfer between two flights of the same operation.
- Passenger: Guest means any person with a booking who is to be carried or who is carried on the aircraft, except members of crew.
- Passenger Area: All the ground space and facilities provided for passenger processing. It includes aprons passenger building, vehicle parks and roads.
- Permits: A permit system consists of cards or other documentation issued to individual persons employed on airports or who otherwise have need for authorized access to the airport, airside or Security Restricted Area. Its purpose is to identify the individual and facilitate access. Vehicle permits are issued and used for similar purposes to allow vehicular access. Permits are sometimes referred to as Airport Identity Cards or Passes.
- Person with Disabilities (Reduced Mobility) – PRM: Any person whose mobility is reduced due to a physical incapacity (sensory or locomotors), an intellectual deficiency or any other cause of disability, age, or illness, when using air transport, and whose situation requires special attention and the adaptation to the person’s needs of the services made available to all passengers.
- Pilot – in Command: The pilot responsible for the operation and safety of an aircraft during flight time.
- Profiling: Systematic observation of persons and baggage and questioning if necessary to categories them two group i.e. threatening and non-threatening so that more attention can be paid to the threatening category.
- Purser: The purser is the designated senior cabin crewmember, who shall have responsibility to the captain, for the conduct and co-ordination of cabin safety and emergency procedures.
- Regulated Agent: An agent, freight forwarder or any other entity that conducts business with an operator and provides security controls that are accepted or required by the appropriate authority in respect of cargo, courier and express parcels or mail.
- Restricted Articles: Articles which are, in the specific context of aviation security, defined as those articles, devices or substances which may be used to commit an act of unlawful interference against civil aviation or which may endanger the safety of an aircraft and its occupants, installations or the public.
- Runway: A hard surfaced straight path used for take-off and landing of aircraft landing airfields.
- Sabotage: An act or omission, intended to cause malicious or wanton destruction of property, endangering or resulting in unlawful interference with international civil aviation and its facilities.
- Screening: The application of technical or other means which are intended to identify and/or detect weapons, explosives or other dangerous devices which may be used to commit an act of unlawful interference.
- Security Programme: Measures adopted to safeguard civil aviation against acts of unlawful interference.
- Security Restricted Area: Airside areas of an airport into which access is controlled to ensure security of civil aviation. Such areas will normally include, inter alia, all passenger departure areas between the screening checkpoint and the aircraft, the ramp, baggage make-up areas, cargo sheds, mail centres, airside catering and aircraft cleaning premises.
- Sterile Area: The area between any passenger inspection or screening control point and the aircraft into which access is strictly controlled.
- Terminal: The main building or group of buildings where the processing of commercial passengers and cargo and the boarding of aircraft occurs.
- Travel Document: A passport or other official document of identity issued by a State or organization, which may be used by the rightful holder for international travel.
- Transfer Passenger / Baggage: Passengers / baggage making direct connections between two different flights.
- Transit passengers: Passengers departing from an airport on the same flight as that on which they arrived.
- Unaccompanied Baggage: Baggage, which is transported as cargo and may or may not be carried on the same aircraft with the person to whom it belongs.
- Unclaimed Baggage: Baggage, which arrives at an airport and is not retrieved or claimed by a passenger.
- Unidentified Baggage: Baggage at an airport, with or without a baggage tag, which is not picked up by or identified with a passenger.
- Unruly Passengers: Persons, who commit, on board a civil aircraft, from the moment when the aircraft door is closed prior to take off to the moment when it is reopened after landing, an act of: assault, intimidation, menace or wilful recklessness which endangers good order or the safety of property or persons; assault, intimidation, menace or interference with a crew member in the performance of duties or which lessens the ability to perform duties; wilful recklessness or damage to an aircraft, its equipment, or attendant structures and equipment such as to endanger good order and the safety of the aircraft or its occupants; communication of information which is known to be false, thereby endangering the safety of an aircraft in flight; and Disobedience of lawful commands or instructions for safe, orderly or efficient operations.
- Vulnerable point: Any facility on or connected with an airport, which, if damaged or destroyed, would seriously impair the functioning of the airport. E.g. ATC, Runway, SHA, Fuel Storage Area, Hangers, Radars.
- Walk – Through Metal Detector (DFMD): A unit usually shaped like an archway that generates an invisible magnetic field and will sound an alarm in the presence of metal.
- Weapon: A broad range of devices and / or instruments that could be used or perceived to be used as a physical threat to aircraft, flight crews, and the travelling public.
- X-Ray (BIS): A piece of equipment used to take a picture using X-ray. Used at airports to interpret images of property destined for transport on civil aviation (guns, bombs, or other prohibited items).
- FERRY FLIGHT-A non-revenue flight that operates due to operational reason OR to fly an aircraft from one point to another without passengers on board (delivering a new aircraft from its place of manufacture to its customer, technical fault)
- INBOUND-Arrival of passengers, crew, aircraft ( pax or flight coming into an airport)
- OUT BOUND-Departure of/crew/ flight or reefer to flight or passenger leavening an airport.
- ORIGINATE-Begin (DEL-BOM-CCU-DEL) Originates in Delhi.
- TERMINATE-End (DEL-BLR-COK-CCU) Terminating station is CCU.( a city where
- LEG/SECTOR-A flight segment involving one take off and one landing(flying from one destination to another)
- Catering Hi-Lift The catering vehicle consists of a rear body, lifting system, platform and an electro-hydraulic control mechanism. The vehicle can be lifted up, down and the platform can be moved to place in front of the aircraft.
Ambulift :- Ambulift is a vehicle specifically designed to ensure safe and efficient serviceability of persons with reduced mobility, wheelchairs, stretchers, etc. to and from the aircraft. The disabled passengers are taken on board with the tail lift at ground level and comfortable transfer from the ambulift into the aircraft.
CHAPTER 6– CUSTOMER SERVICE SKILLS
There are more Airline job applicants than ever applying for the limited number of positions available. In the past, candidates could expect to submit an application and then be invited to an assessment day. Nowadays, there is an additional hurdle to jump – Some airlines have introduced a video interview whilst others have gone for the airline job telephone interview.
If you don’t feel confident about talking to a recruiter on the telephone or simply don’t know what to expect then don’t fear. This guide has been put together to give you the very best chance of success.
Airlines are constantly evolving their assessment procedures so there is no definite list of what will be included in the telephone interview. However, with a little prior preparation, you can be ready and confident to face any challenge come the big day.
What Are the Pros of a Telephone Interview?
Telephone interviews are undoubtedly more effort for candidates but there are plenty of good reasons why you should embrace this extra step in the recruitment process:
- What other interview have you ever been in where you could refer to notes? In a telephone interview, you can do exactly that,
- Unlike a recorded video interview, you actually get to speak to a real human being and take immediate feedback from cues in the pitch and tone of their voice,
- You don’t have to travel anywhere! One of the biggest annoyances of Airline Job applicants is the expense of travelling to an Open Day only to be rejected in the first round. There’s no such expense with a telephone interview,
- You can save your best business suit or dress for the actual assessment day – If you don’t want to get dressed up then you don’t need to (although some telephone interviewees like to dress up to get in the right frame of mind).
Immediately Before Your Interview
Obviously yes, but once you’ve been invited to a telephone interview, log on to your candidate profile with whatever airline you have applied and double check that your telephone number is recorded correctly. If you live in a
different country from where the airline is based ensure your country code has been included. You don’t want to annoy the recruiter before you have even spoken to them by making him or her research the correct number to contact you on.
On the day of the interview and if you are using a mobile/cell phone, ensure that it is 100% charged and within an area of good signal. You’ll need to be somewhere that is quiet and undisturbed for between 30-45 minutes. Turn your phone to silent and make sure that friends, family members or even work colleagues know not to interrupt you.
You’ll need to have an updated version of your resume to hand, as well as a pen and paper to record any important information.
What Will be Included in the Interview
Topics covered in an Airline Job telephone interview differ slightly from airline to airline. However, you should prepare for the following basic subjects to be covered:
- Why do you want to be a cabin crew?
- What do you think the role of the cabin crew is about?
- What do you know about the airline you are applying for?
- Examples of work experience relating to cabin crew competencies.
You might also be asked to briefly introduce yourself. This can be a daunting question that can leave interviewees perplexed as how to answer. Stay professional and focus on the role you’re applying for:
One of the most important ways we make judgments about someone is to observe their body language and demeanor. During a telephone interview, the recruiter loses this ability to effectively judge you for the great candidate that you are.
You’ll need to make up for this by using the pitch and tone of your voice to strengthen your personality. Add emphasis to keywords that you want the recruiter to pick up on. Remember, have a big smile throughout the interview as this will naturally alter the way you sound over the telephone.
How Much to Say
It’s important to give detailed answers but don’t try to fill silences by over talking. Once you have answered a question, remain quiet and give the recruiter a chance to speak. Simple questions may only require a “yes” or “no” answer. Give a short, friendly answer and resist the temptation to carry on talking unless you really need to add additional information.
What Else Might Come Up
This will be the first opportunity the recruiter has had to talk to you about the resume you submitted with your application. If you have any glaring omissions, big gaps between employment or a huge change in career then be sure to have the answers ready. Know your resume inside out.
Towards the end of your telephone interview, you’ll likely be asked if you have any questions. Show interest and take this opportunity to ask a pre-prepared question.
If the recruiter has introduced him or herself then be sure to use their name when you thank them and wish them a good day.
E – MAIL
In every aspect of life, whether it’s school or work, it’s important to be a viable communicator, and first emails can have a huge impact on the rest of your career. Follow these tips and you will stay on top of your game without ever worrying about if you made a good first impression after pressing “Send.”
Create a Good Subject Line
People easily ignore emails everyday because of the vague or lazy subject lines. Do not write “favor?” or “job application” as the introduction to your message. Make sure to be grammatically correct and then include your name and a to-the-point quick two words on what you want.
For instance, “Interview Request – Rohini Rao” is direct and gives the reader all the information he or she needs, especially if that person doesn’t already know you (or is fielding lots of similar requests).
Get Right to the Point
You don’t want to ramble on or make it hard for the recipient, especially because there’s nothing for them to lose when deciding to reply or throw it in the trash. Say who you are, your affiliate and what you want all in the same sentence. Keep any background information short and relevant to the conversation or request.
Leave More Than One Mode of Communication If Possible and Appropriate
Some people, like employers, may want the opportunity to call you if need be, and including a social profile or two can also be helpful, depending on your field. This gives more options for them to contact you and could be the deciding factor on if they want to.
Include a Signature
This is important because it looks professional and has important information like your name, number, email, title, and website. Not only does it look formidable, but it’s also useful to the person you’re emailing. It allows people to learn more about you without googling, and if they want other ways to contact you, they can find it there.
Also, aside from basic contact information, avoid making your signature too long (it doesn’t need to be more than three or four lines) or showy. Steer away from huge fonts and any added flair.
Check Your Grammar
Employers and other professionals do not want to sift through grammatical errors, especially easy ones like “your” and “you’re.”
Pick One Format, Font, and Font Size
I’ve read countless emails that contained multiple font sizes and unnecessary formats. For me, I always stick to a 12-size font, Times New Roman and default format without indents. Overall, it’s easy to read, and a change in font or font size can look unprofessional.
Use a Professional Email Address
Don’t use papakipari firstname.lastname@example.org for professional emails. Create a new one using your name only or just your school email. People won’t take you seriously with an immature email address.
Also, don’t be afraid to have a “work” email, but know that employers can still see your immature email on your Facebook or other social media sites, if you’re not careful.
Use simple Language
Not everyone is like you; there are many people who speak and write differently, so make sure to keep your language simple. Whether you’re emailing your professor, a potential employer, or another professional, stay away from the “English essay” language. The most important aspect of the email is to make sure the other person knows what you’re saying. Keep it straightforward.
The first impression via email is never easy because your tone and word usage can make or break a relationship. Keep these tips in mind, and you’ll write an amazing email every time.