1. UNIT 22 Onboard Passenger Operations

2. WEEK THREE JANUARY 28, 2017 LEARNING OUTCOMES
P7 Illustrate the chain of command on-board an aircraft
P8 Explain how cabin crew interact with the flight crew during routine flight operations
P9 Explain how the chain of command system is followed during emergency drills

3. P7 Illustrate the chain of command on-board aircraft

4. P7 Illustrate the chain of command on-board aircraft
The ‘Chain of Command’ is crucial for each cabin crew member. The purpose of this is to secure the safety of the aircraft and all passengers and crew on-board as well as the efficient management of the airline operation. The Pilot/Captain has complete control of the aircraft and his order or command must be adhered to.

5. The chain of command on any aircraft is
Captain
First officer or Cruise Captain (where applicable)
Flight Engineer or Second Officer (where applicable)
Cabin Manager/ Lead Cabin Crew Member
Cabin Crew
Captain/Pilot in Command
First Officer/Co-pilot
Senior Cabin Crew Member
Cabin Crew Member

6. CABIN CREW POSITIONS

7. P8 Explain how cabin crew interact with the flight crew during routine flight operations

8. CABIN CREW TO PASSENGER RATIOS
During take-off and landing, flight attendants required by this section shall be located as near as practicable to required floor level exists and shall be uniformly distributed throughout the airplane in order to provide the most effective egress of passengers in event of an emergency evacuation. During taxi, flight attendants required by this section must remain at their duty stations with safety belts and shoulder harnesses fastened except to perform duties related to the safety of the airplane and its occupants.

9. CABIN CREW TO PASSENGER RATIOS
(1) For airplanes having a maximum payload capacity of more than 7,500 pounds and having a seating capacity of more than 9 but less than 51 passengers - one flight attendant.
(2) For airplanes having a maximum payload capacity of 7,500 pounds or less and having a seating capacity of more than 19 but less than 51 passengers - one flight attendant.
(3) For airplanes having a seating capacity of more than 50 but less than 101 passengers - two flight attendants.
(4) For airplanes having a seating capacity of more than 100 passengers - two flight attendants plus one additional flight attendant for each unit (or part of a unit) of 50 passenger seats above a seating capacity of 100 passengers.

10. INTERACTION BETWEEN CABIN CREW AND FLIGHT CREW
One of the most important aspects of flight safety is that all crewmembers should be aware that it is vital to communicate, cooperate and work together as a team, in both routine and emergency situations.

11. PRE DEPARTURE COMMUNICATION
Communication between the cockpit and cabin crewmembers is critical to the safety and efficiency of the flight. At some point during or before pre-flight activities and passenger boarding, the Captain conducts a briefing with the Senior Cabin Crew Member (SCCM)/Purser or senior “#1” flight attendant.

12. PRE DEPARTURE COMMUNICATION
This includes standard information covering en-route flight time and destination weather, as well as taxi-out time (in the case of a short taxi, the flight attendants must start the safety video/demonstration as early as practicable), security issues and alerts, ride conditions and turbulence, inoperative cabin components, requirement of overwater flight passenger life vest demonstrations, augmented crew, crew meal service and any other relevant safety or operational issues.

13. PRE DEPARTURE COMMUNICATION
The Captain may also discuss adherence to the sterile cockpit period in which access to the flight deck is limited to reduce distractions during critical flight phases, nominally anytime the aircraft is below 10,000 feet above Mean Sea Level (MSL).
During the sterile period the cockpit crew is restricted from performing any duties or activities that are not directly required for the safe operation of the aircraft (e.g. eating meals, nonessential conversation, etc.). Exceptions to the sterile period include (as briefed) cabin emergencies requiring cockpit.

14. PRE DEPARTURE COMMUNICATION
The first interaction other than a quick hello as we came onto the airplane was usually the upper deck flight attendant coming into the cockpit within a few minutes of the cockpit crew (captain, first officer, flight engineer) getting settled.
Some Airline’s Company policy is that the SCCM is to check with the cockpit at least every 20 minutes to see if they wanted anything.
It the captain's airplane, though, and she/he could set the tone of how communication will take place. 

15. LET’S EXPLORE EMIRATES EMERGENCY DRILLS

16. DURING CRITICAL STAGES OF A FLIGHT
Cabin crew should avoid routinely contacting the flight deck during times when they are likely to be occupied with a high workload. Most airlines use a signalling system for the flight crew to indicate to their cabin crew that it is safe to commence cabin service after take off. In some airlines, subject to this call being received, the cabin crew must make no intercom calls to the flight deck until top of climb, when they will make a courtesy call to confirm that the pilots are not incapacitated.

17. DURING CRITICAL STAGES OF A FLIGHT
More commonly, a maximum time interval is set between intercom calls from the cabin crew to the flight deck which applies throughout the en route phase of the flight and is typically 20 to 30 minutes. In the event of an emergency, the senior cabin crew member will normally take personal responsibility for liaison with the flight crew who may be especially in need of intercom reports of conditions in the passenger cabin in order to decide on the appropriate crew response.

18. DURING CRITICAL STAGES OF A FLIGHT
Some airline policy is that the Senior Cabin Crew Member (chief flight attendant) was to personally come to the cockpit to inform the captain that "all doors are closed, all passengers seated." That is usually the pilot’s cue to call for the before-start checklist. Likely the SCCM had already been to the cockpit earlier to let me know how the loading was going, who was in back, and any problems. The pilot in turn would give the SCCM the expected flight conditions, estimated time en route and such. 

19. DURING CRITICAL STAGES OF A FLIGHT
The next company-required communication was hitting the button that sounds the beep throughout the cabin when the airplane climbed through 10,000 feet, and the pilot would turn off the seat belt sign then as well.
If there were no weather/turbulence problems en route, the next usual communication is a call to the SCCM shortly before the start of descent. However, typically the SCCM would have come to the cockpit every couple of hours during the flight to chat.
Last cabin communication was hitting the cabin tone button and turning off the seat belt sign after the parking brake was set.

20. FINAL DESCENT
Flight deck crew will turn the “Fasten Seat Belt” sign on and make an announcement at approximately 10,000 feet.
This is a signal to cabin crew that sterile cockpit procedures are in effect until the aircraft is parked at the gate.

21. INITIAL DESCENT PROCEDURES
An announcement is made on the PA by the flight deck or cabin crew requesting passengers to fasten seat belts.
Cabin crew sill report any cabin discrepancies to flight deck

22. PERIODS OF RESTRICTED COMMUNICATION (A look at Qantas Airlines Sterile Flight Deck)
A sterile flight deck is a period of limited or no contact between cabin crew and flight crew.
Why does Qantas have a "Sterile Flight Deck" Policy? The departure (taxi, take-off, departure) and arrival (approach, landing, taxi) periods are critical phases of flight that involve high workload for flight crew.
Distracting the flight crew with non safety related issues during these periods, can lead to the omission of important tasks such as obtaining clearances to cross active runways, the correct read back of altitude restrictions and the correct completion of checklist actions.

23. PERIODS OF RESTRICTED COMMUNICATION (A look at Qantas Airlines Sterile Flight Deck)
A sterile flight deck is a period of limited or no contact between cabin crew and flight crew.
Why does Qantas have a "Sterile Flight Deck" Policy? The departure (taxi, take-off, departure) and arrival (approach, landing, taxi) periods are critical phases of flight that involve high workload for flight crew.
Distracting the flight crew with non safety related issues during these periods, can lead to the omission of important tasks such as obtaining clearances to cross active runways, the correct read back of altitude restrictions and the correct completion of checklist actions.

24. PERIODS OF RESTRICTED COMMUNICATION (A look at Qantas Airlines Sterile Flight Deck)
Outside of the sterile flight deck periods, normal communications are permitted.
On departure, the sterile flight deck period commences when all doors are closed and ceases when the seat belt sign is switched off after take-off.
On arrival it commences with the cabin preparation PA and concludes when the aircraft arrives at the terminal. During these times the flight deck can only be contacted for safety related issues. W

25. STERILE FLIGHT DECK

26. Further Exploration Read the full article: Link below.
Sterile Flight Deck - One of Aviation's Mysteries
Sterile%20Flight%20Deck.pdf

27. IMPORTANCE OF CABIN CREW AND FLIGHT CREW INTERACTION
A lack of effective communication between the cockpit crew and cabin crew may restrain the flow of safety-critical information which can prevent the happening of aviation accident or incident.
Some investigators found that recently several accidents and a large number of incidents were caused by a lack of communication between cockpit crew and cabin crews, in where for whatever reasons cabin crews failed to deliver the safety-critical information to the flight deck or their delivered information was ignored by pilots. One case that probably represents this situation is the accident of Air Ontario F-28 (Chute & Wiener, 1996).
Information excerpt taken from:

28. LET’S EXPLORE
A LOOK AT THE KEGWORTH AIR DISASTER (POOR COMMUNICATION BETWEEN CABIN CREW AND FLIGHT CREW) e=topic

29. P9 Explain how the chain of command system is followed during emergencies
EMERGENCY LANDING (PLANNED) The Pilot in Command (PIC) will advise Senior Cabin Crew Member (SCCM) of an emergency situation as soon as possible. The Lead Cabin Crew Member will then obtain the necessary information form the PIC in order to prepare the cabin crew members and passengers

30. P9 The chain of command system during emergencies
In emergencies, it is important for the chain of command to be followed . Cabin Crew Members should begin evacuation immediately upon signal from the flight deck crew. However, an ambiguous chain of command can cause inefficient communication that can lead to significant casualties in the case of emergencies.

31. P9 The chain of command system during emergencies
The SCCM commands the other flight attendants in the cabin and has highest authority in cabin crew and has responsibility for any important decisions, particularly ones relating in safety rather than passenger services. She/ he is also the cabin personnel with whom the cockpit crew need deal with.

32. LET’S EXPLORE
AIRLINE CREW
CAPTAIN (flying or non flying pilot)
FIRST OFFICER (flying or non flying pilot)
CABIN CREW/FLIGHT ATTENDANTS
DISPATCHER
MAINTENANCE COORDINATOR
AIR TRAFFIC CONTROL
CHAIN OF COMMAND SYSTEM AT WORK IN AN EMERGENCY crew-concept.html

33. Source
Anon, (2017). [online] Available at: [Accessed 19 Jan. 2017].
Anon, (2017). [online] Available at: [Accessed 19 Jan ].
Anon, (2017). [online] Available at: Sterile%20Flight%20Deck.pdf [Accessed 24 Jan. 2017].
Cabincrew.com. (2017). Pre-training for Cabin Crew: What you may need to learn. [online] Available at: [Accessed 24 Jan. 2017].
Flight Deck Security. Retrieved January 18, 2017, from