air transport law
The rules and regulations governing air transport, including international law.
Flight attendants perform a variety of personal services conducive to the safety and comfort of airline passengers during flight. They greet passengers, verify tickets, and direct passengers to assigned seats. They prepare reports after landing describing how the flight went in terms of operations, procedures, and anomalies.
Competences and skills
40 ESCO relationsEssential knowledge 3 competences
Occupation specific
0 competencesNo competences in this bucket.
Sector-specific
3 competencesairport planning
The principles and procedures that govern the development of airports in order to meet the demand for aviation services and comply with the applicable regulations.
common aviation safety regulations
The body of legislation and regulations that apply to the field of civil aviation at regional, national, European and International levels.
Cross-sector
0 competencesNo competences in this bucket.
Essential skills and competences 28 competences
Occupation specific
0 competencesNo competences in this bucket.
Sector-specific
6 competencesassist passengers
Provide help to people getting in and out of their car or any other transportation vehicle, by opening doors, provide physical support or hold belongings. Keep safety measures and procedures in mind.
- Scope note
- This skill applies to any kind of assistance that may be provided to passengers including but not limited to opening doors of the transportation vehicle or assist with belongings.
inspect cabin service equipment
Inspect cabin service equipment, such as trolleys and catering equipment, and safety equipment such as life jackets, inflatable life rafts or first-aid kits. Record inspections in logbooks.
maintain relationship with customers
Build a lasting and meaningful relationship with customers in order to ensure satisfaction and fidelity by providing accurate and friendly advice and support, by delivering quality products and services and by supplying after-sales information and service.
perform routine flight operations checks
Perform checks before and during flight: conduct pre-flight and in-flight inspections of aircraft performance, route and fuel usage, runway availability, airspace restrictions, etc.
sell souvenirs
Exchange souvenirs for money by displaying them in an attractive way and communicating with customers.
- Scope note
- Souvenirs include local artwork, guidebooks, postcards, books, gifts, etc.
serve food in table service
Provide food at the table whilst maintaining high level of customer service and food safety standards.
Cross-sector
22 competencesanalyse work-related written reports
Read and comprehend job-related reports, analyse the content of reports and apply findings to daily work operations.
carry out pre-flight duties
Check on-board safety equipment; ensure that the plane is clean; ensure that documents in the seat pockets are up to date; check if all meals and other required stock are on board.
communicate verbal instructions
Communicate transparent instructions. Ensure that messages are understood and followed correctly.
comply with food safety and hygiene
Respect optimal food safety and hygiene during preparation, manufacturing, processing, storage, distribution and delivery of food products.
conduct full-scale emergency plan exercises
Conduct and mobilise all efforts, support organisations, resources, and communications within the airport, to carry out prevention plan exercises in order to prepare and train airport personnel for real-life emergency situations.
deal with challenging work conditions
Deal with challenging circumstances in which to perform work, such as night work, shift work, and atypical working conditions.
deliver outstanding service
Provide outstanding customer service by exceeding customer expectations; establish reputation as an exceptional service provider.
execute flight plans
Listen to the briefing given by the captain or the crew manager; understand service requirements and apply the commissioned tasks in an appropriate manner.
follow verbal instructions
Have the ability to follow spoken instructions received from colleagues. Strive to understand and clarify what is being requested.
give instructions to staff
Give instructions to subordinates by employing various communication techniques. Adjust communication style to the target audience in order to convey instructions as intended.
greet guests
Welcome guests in a friendly manner in a certain place.
handle customer complaints
Administer complaints and negative feedback from customers in order to address concerns and where applicable provide a quick service recovery.
handle financial transactions
Administer currencies, financial exchange activities, deposits as well as company and voucher payments. Prepare and manage guest accounts and take payments by cash, credit card and debit card.
handle stressful situations in the work place
Deal with and manage highly stressful situations in the workplace by following adequate procedures, communicating in a quiet and effective manner, and remaining level-headed when taking decisions.
handle veterinary emergencies
Handle unforeseen incidents concerning animals and circumstances which call for urgent action in an appropriate professional manner.
maintain customer service
Keep the highest possible customer service and make sure that the customer service is at all times performed in a professional way. Help customers or participants feel at ease and support special requirements.
- Scope note
- Might include keeping the customers informed about the current status of their orders or waiting times.
manage the customer experience
Monitor, create and oversee customer experience and perception of brand and service. Ensure pleasant customer experience, treat customers in a cordial and courteous manner.
prepare flight reports
Prepare reports showing flight departure and arrival locations, passenger ticket numbers, food and drink inventories, condition of cabin equipment, and potential problems encountered by passengers.
process customer orders
Handle orders placed by customers. Receive the customer order and define a list of requirements, a working process, and a time frame. Execute the work as planned.
provide first aid
Administer cardiopulmonary resuscitation or first aid in order to provide help to a sick or injured person until they receive more complete medical treatment.
provide food and beverages
Provide people with food and drink during trip, a flight, an event, or any other occurrence.
upsell products
Persuade customers to buy additional or more expensive products.
- Scope note
- Products include also services.
Optional skills and competences 9 competences
Occupation specific
1 competenceassist at check-in
Help guests and visitors with their check-in and show them their accommodation.
Sector-specific
4 competencesapply transportation management concepts
Apply transport industry management concepts in order to improve transportation processes, reduce waste, increase efficiency, and improve schedule preparation.
green
be friendly to passengers
Engage with passengers according to the expectations of contemporary social behaviour, the specific situation, and the code of conduct of the organisation. Communicate in a polite and clear way.
provide information to passengers
Provide passengers with correct information in a polite and efficient manner; use proper etiquette to assist physically challenged travellers.
tolerate stress
Maintain a temperate mental state and effective performance under pressure or adverse circumstances.
Cross-sector
4 competencesact reliably
Proceed in a way that one can be relied on or depended on.
have computer literacy
Utilise computers, IT equipment and modern day technology in an efficient way.
digital
perform services in a flexible manner
Adapt service approach when circumstances change.
use different communication channels
Make use of various types of communication channels such as verbal, handwritten, digital and telephonic communication with the purpose of constructing and sharing ideas or information.