Providing Comfort For Passengers

Providing Comfort For Passengers

Safety is the top priority for airline flight attendants. Comfort, is the second priority. But what does it mean to provide comfort for passengers during a flight?

1. Time. Arriving on time to work your flight. By arriving on time, this allows you to complete the required preflight duties, catering and other duties before passengers begin boarding

2. Set the tone. Beginning with greeting each passenger with a smile. Say good morning, good afternoon, or good evening. Even if passengers do not reply or even acknowledge you, people can sense whether the flight attendant appears to be smiling.

Airline Flight Crew
Captain, First Officer, Two Flight Attendants

3. Leave all your own personal issues at the door. While this may be difficult at times, passengers have their own issues. Not every passenger is going to/from a vacation.

Many passengers may be attending an important meeting. Some passengers maybe visiting a ill family member or relative. Or, going to/from a funeral. Therefore it is imperative to maintain a positive attitude throughout the flight.

4. Ensure each passenger seat has a safety information card in the seat pocket. This allows the passenger to read the safety features of the aircraft.

Airline Safety Information Card
Airline Safety Information Card

5. If possible, check to see if blankets and/or pillows are provided. The blankets and pillows are often located in an over head bin. Or, a closet. However, from my experience, the blankets are few and far between.

6. Temperature control. While working on regional jets, there was a temperature control panel near the front jump seat. The temperature control, is for the passenger cabin.

The temperature control can be altered from cool to warm. Usually, the coolest area of the aircraft, can next to a door. Such as the main cabin door, galley service door(s), or any emergency exit door.

7. Beverage/Meal/Snack Service: If scheduled, and safe to do so, perform the beverage/snack/meal service. It may be the only opportunity to talk with each passenger.

Beverage Service
Beverage Service

8. Being available to answer passenger questions.

9. Providing excellent customer service to each passenger.

10. Check the lavatories often. Replace toilet paper, soap, and paper towels as needed. If lavatory service is required, notify captain. Lavatory service can be performed at most commercial airports.

11. Beverage spills. If a spill occurs on the passenger cabin floor, or galley, Club Soda often helps clean up spills.

Club Soda
Club Soda can be used to clean up spills in aircraft aisles, galley, and lavatories.

Club Soda can be utilized as an alternative to a cleaning solution. I have used Club Soda to clean up beverage spills, and remove “sticky” floors. I made sure catering provided us with Club Soda.

12. Providing clear, easy to understand public address announcements.

During your preflight duties, test to be sure the telephone microphone is working properly. If the aircraft utilizes a CD or video recording for some announcements, test to be sure the CD and/or video player is working properly.

Flight Attendant Making PA Announcment
Flight Attendant making public address announcement for passengers.

Be sure to talk slowly, and clearly, so passengers can hear what you are saying. Practice your announcements. At first, you may need to read the announcements from your Flight Attendant Manual.