Demystifying the Cabin Crew

From my layman’s understanding of an ‘Air Hostess’, it was all about a pretty face, high heels, and a friendly smile. These notions were dismissed when I spoke with Air Zimbabwe’s designated examiner in charge of cabin crew training, Constance Masimbe, and cabin services supervisor Karen Matore.

Flight attendant, air hostess or air steward are the other names for cabin crew. Cabin crew is an important role on all flights, to make the flight safe and pleasant for passengers because safety always comes first. The ladies highlighted that the training encompasses ground training and airborne training which includes checking of the catering on board and bar stocks.

The training on the ground is rigorous and is supposed to last three months, but may take longer due to certain variables such as retaking exams.

The Examiner explained that when the recruits come in they go to the staff clinic for height, weight, and physical checks to make sure they can reach the overhead lockers, pass through the aisles, and are in a good standard of health and fitness. The medical tests are conducted by doctors approved by the Civil Aviation Authority of Zimbabwe (CAAZ).

Upon successful completion of the medicals, the cabin crew aspirants return for orientation and the second recruitment phase, which is ditching. “You have to be a good swimmer and be able to tread water. If you fail this stage, you fall off,” Constance notes.

During this phase, the recruits are trained in dangerous goods regulations which entail understanding the basics of dangerous goods, recognising them, and identifying forbidden and hidden dangerous items. The primary focus of the training is passenger safety, including the aircraft’s safety equipment and emergency procedures, security, and first aid.

Training also involves a series of written and practical examinations under the invigilation of CAAZ and passing marks above 85 percent are the benchmark. Once a candidate has undergone the routine of ground training it’s time for the aircraft cabin experience. During this time, performance is monitored by the instructors and senior crew.

Psychological, mental, and physical discipline are needed for this multifaceted job, “because the flight attendant must be an all-rounder and they are expected to equip those on board to deal with different situations,” remarks Karen.

The flight attendant has to be composed, and conversant with onboard communication systems as well as aviation terms and abbreviations. They are the eyes and ears of the airline in the sky as they regularly check on the passengers and pilots. Crucially, “the cabin crew is responsible for the decisions in the air, especially for evacuations,” Constance adds.

Being multi-lingual is encouraged and when new routes are opened the cabin crew are taught the basics of the language of the destination. Moreover, the Air Zimbabwe instructors note that the training is comprehensive as well as ongoing and the manuals are revised continually.

The cabin crew is expected to attend pre-flight briefings to receive flight and passenger details, especially for those with special diet needs and medical conditions. Pre-flight duties include checking the safety equipment and doing security checks, ensuring the aircraft is clean and tidy, and that all meals, drinks, and stock are on board. As passengers embark, Cabin Crew welcome them on board, directs them to their seats, advises the passengers regards safety procedures, checks hand luggage is stowed securely, and checks all seat belts and galleys are secure before take-off.

Being the key person in the cabin the Senior Cabin Crew member makes all the pre-flight safety announcements on the ground, after take-off and when the plane lands at destination. The duty that is commonly associated with air stewards is serving meals and refreshments, so they have to be on point.

Bouncers at a nightclub will have a torrid time dealing with a difficult and inebriated patron. The cabin crew has to do so politely and firmly thousands of metres above ground in mid-flight to ensure the safety and comfort of everyone on board.

Back on solid ground, they make sure passengers disembark safely and check that there is no luggage left in the overhead lockers and no stowaways or suspicious items on board. Paperwork has to be completed and a flight report compiled. Flight attendants give their lives to the airline.

Cabin crew work shifts usually involve irregular and unsocial hours working early mornings, through the night, at weekends, and on public holidays. At times they may have to work or be flexible on off days. So, a suitcase must be packed and travel documents ready always.