At the end of the programme, participants should be able to

• Deliver exceptional and unforgettable customer service, meet and exceed in flight safety and service needs of customers.
• Handle and manage all difficult customer’s complaints, objections and queries.
• Understand the psychology of individual differences, cultural diversities and the importance of quality service delivery despite the barriers.
• Prepare pre-flight passenger handling plans.
• Handle emergency situations through simulation exercises (ditching, fire fighting, evacuation, emergency equipment practical, etc.).

The course is designed for

• Young school leavers and graduates who wish to have a career in cabin operations.
• Cabin Crew leaders, instructors, newly assigned crew who wish to refine their techniques.

• General Aircraft Knowledge
• Air Law and Procedure
• Operational and Dispatch Procedure
• Communication
• Meteorology
• Aviation Physiology and Psychology
• First Aid in Aviation Medicine
• S.E.P [Emergency Procedure/Safety and Survival]
• Aviation Security
• Dangerous Goods
• Health and Beauty therapy
• Service Procedure
• Passenger Care and Psychology
• Feedback
• Crew Resource Management

Lectures, Case study and syndicate exercise. Role-plays and Audio Visual – Aids would be utilized to re-inforce these learning techniques. Experiential learning would be emphasized as much as possible in order to ensure interaction. There would also be practical demonstrations and simulation exercises.