1938-K Pre-Course Workbook

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Prepare for Take-Off
Cabin Crew pre-course workbook 
Aviation Terminology 
About You 28 - 31
Table of Contents
Pre-course Information
About Emirates
General Aviation Information
Learning Styles
Cabin Crew Training - Service Delivery
24 - 27
3
4 - 10
11 - 16
20 - 23
17 - 20Image and Uniform Department 17 - 19
Aviation Terminology 
Welcome to the World’s Best In-flight Entertainment 32 - 34
About You 28 - 31
35 - 44
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Aim
The aim of this Pre-course Workbook is to provide you with some introductory information regarding 
Emirates, some general aviation information and an outline of the content of your Ab-initio training.
Outcomes
After you have explored this workbook you will be able to:
• Gain introductory knowledge of Emirates
• Know general aviation information
• Identify the contents of your Ab-initio training
Outline of Content
The contents of this workbook outlines introductory information regarding Emirates and is divided into five 
sections:
About Emirates
General Aviation information
Cabin Crew Training
Learning Styles
About You
Aviation Terminologies
This information will help you during your training and assessment and will be covered in more depth during 
your Ab-initio training period.
Expected
involvement
You are expected to:
• read and familiarise yourself with the contents of the workbook before you commence your training
• use websites identified throughout this workbook to help you gain further information
• complete all activities throughout this workbook
• complete the following and bring a hard copy to training on Day 1 of Induction:
 1. Learning style preference questionaire
 2. Tell us about yourself
 3. Tell us about your flight experience
 4. Welcome to the World’s Best In-flight Entertainment
Icon and Activities
This icon identifies websites for you to access further information
This icon indicates an activity which you must complete
Pre-course Information
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Chairman’s welcome
“I look forward to you joining our team and being part of our future success, as we grow 
and expand our business globally.”
HH Sheikh Ahmed bin Saeed Al-Maktoum
Chairman & Chief Executive,
Emirates Airline & Group
The Emirates Story 
Emirates was launched on 25th October 1985 and is based in Dubai. Wholly owned by the Government of Dubai, the Airline has
developed, expanded and stayed ahead of the competition.
Emirates is one of the fastest growing international airlines with one of the youngest fleets in the sky and more than 400 awards for 
excellence worldwide.
The secret of Emirates success is not only the growth, but also striving to provide the best service in the industry. Growth has never 
been lower than 20% annually, and the airline has recorded an annual profit every year since its third year of operation.
Emirates aim is to develop Dubai into a comprehensive aviation hub.
For further information on The Emirates Story refer to emirates.com
Click on About Emirates
Activity 1: The Emirates Group
Emirates is more than an airline. Refer to the above website and list below other operating divisions of the 
Emirates Group?
About Emirates
www.emirates.com
As part of the Emirates Group you will be working with over approximately 110 different nationalities: This exciting multicultural 
environment provides an opportunity to work with people from different nationalities and cultures on a day-to-day basis.
To help gain an insight into the various customs, Please click on the below links to access information on cultural characteristics:
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Customs and cultures in the Middle East
Customs and cultures in Europe and the Americas
Customs and cultures in Asia and Africa 
euroamerica.pdf
middleeast.pdf
africasia.pdf
Airbus Boeing
Aircraft Type
Q A380-800
Q A340-500
Q A340-300
Q A330-200
 Q B777-300
 Q B777-300 ER
 Q B777-300 ER-ULR
 Q B777-200 LR
 Q B777-200
Classes of our Aircraft
Depending on the routes and for commercial reasons the aircraft can be designed in either 3 class or 2 class.
3 Class Aircraft
 Q First
 Q Business
 Q Economy
2 Class Aircraft
 Q Business and Economy
 Q First and Economy
ER = Extended Range
LR = Long Range
URL = Ultra Long Range
The Emirates Fleet
Emirates boasts a magnificent fleet of aircraft. Cabin Crew members will be be trained and licensed to fly on both the Airbus and 
Boeing Aircraft. The table below reflects a more detailed overview of our fleet.
For further information on the Fleet refer to emirates.com
Click on Flying with Emirates
Click on Our Fleet
Activity 3: The Emirates Fleet
Refer to the above website and list below features of the A380-800. The Fact Sheet will help you.
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www.emirates.com
The Emirates Destinations
Emirates is one of the fastest growing airlines in the world, now serving over 100 destinations. 
These destinations are divided into three areas –
 • Europe and The Americas
 • Middle East 
 • Asia and Africa
Route Map
October 2009
Venice
Newcastle
Toronto
Toledo Zaragoza
Casablanca
Paris
Nice
Athens
Rome
Moscow
Seoul
Beijing
Osaka
Glasgow
Manchester
Birmingham
London
Munich
Vienna
Milan
Larnaca
Tripoli
Tunis
Malta
Zurich
Hamburg
Amsterdam
Gothenburg
Istanbul
Dusseldorf
Frankfurt
Shanghai
Singapore
Kuala Lumpur
ManilaBangkok
Jakarta
Addis Ababa
EldoretEntebbe
Dar es Salaam
Johannesburg
Cape Town
Lilongwe
Nairobi
Lagos
AccraAbidjan
Khartoum
Cairo
Muscat
Dammam
Bahrain
Riyadh Doha
Sanaʼa
Jeddah
Kuwait
Tehran
Dubai
Dubai
Amman DamascusBeirut
Kolkata Hong Kong
TaipeiDhaka Guangzhou
Melbourne
Sydney
Brisbane
Perth
Auckland
Christchurch
Thiruvananthapuram
ChennaiBangalore
Kozhikode
Lahore
Islamabad
PeshawarKabul
Hyderabad
Mumbai
Delhi
Karachi
Ahmedabad
Malé
Kochi
Colombo
Mauritius
Seychelles
São Paulo
New York
Los Angeles
San Francisco
Houston
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For the latest information on the Emirates destinations refer to emirates.com
Click on Destinations & Offers
Click on Route Map
87
www.emirates.com
• Austria
• Brazil
• Canada
• Cyprus
• France
• Germany
• Greece
• Italy 
• Malta 
• Russia
• Switzerland
• Turkey
• United Kingdom
• United States Of 
 America
Countries in Middle East
• Bahrain
• Iran
• Jordan 
• Kuwait
• Lebanon
• Oman 
• Qatar
• Saudi Arabia
• Syria
• Yemen
Countries in Asia and Africa
• Angola
• Australia
• Bangladesh
• China
• Egypt
• Ethiopia
• Ghana
• Hong Kong
• India
• Indonesia
• Ivory Coast
• Japan
• Kenya
• Korea
• Libya
• Malaysia
• Maldives
• Mauritius
• Morocco 
• New Zealand 
• Nigeria
• Pakistan
• Philippines
• Seychelles
• Singapore
• South Africa
• South Korea
• Sri Lanka
• Sudan
• Tanzania
• Thailand
• Tunisia
• Uganda
For the latest info on Emirates new destinations refer to emirates.com
Click on Destinations & Offers
Click on New Routes
Countries in Europe and the Americas 
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www.emirates.com
Activity 4: Destinations
Mark the position of the following countries on the map below.
a) Malta
b) Lebanon
c) Cyprus
d) Australia
e) Egypt
Which area do these destinations fall under?
a) Malta:
b) Lebanon:
c) Cyprus:
d) Australia:
e) Egypt:
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1) Chauffer-drive: ______________________________________________________________________________
______________________________________________________________________________________________
______________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________are there to assist the Captain during the flight
Crew Comp Crew Complement The number of crew required to operate onboard an aircraft of a given type
PUR Purser Overall team leader on board
SCCM
Senior Cabin
Crew Member
Purser or SFS
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Initial Term Description
SFS
Senior Flight
Steward/ess
Team leader in Economy or Business Class
Briefing
A meeting between the crew members and pilots to exchange important information before 
a flight. Points discussed are SEP, First Aid, Service and information about the customers 
and the destination. This takes place at crew breifing at the Emirates Group Head Quarters 
(EGHQ), before every flight.
CBT
Computer Based 
Training
An interactive training session conducted on a computer
Initial Term Description
ALT Altitude The vertical distance from sea level
Altimeter An Instrument to measure the altitude (measured in feet or meters)
Automatic Pilot An instrument to keep the aircraft flying without human control
Cockpit/ Flight 
Deck
The area from where the pilots operate the aircraft
De-icing
A process by which ice, snow and sleet is removed from the wings and fuselage using a 
mixture of hot water and de-icing fluid
Drag Resistance of the air to the movement of aircraft
Ditching Emergency ‘landing’ on water
Fleet All specific types of aircraft belonging to a company
Flt Flight The journey between destinations
Flight Crew
Member
Pilots, e.g. Captain and First Officer
Flt No Flight number The number assigned to a particular flight
Flight Coupon A portion of the passenger ticket
Flt Ops Flight Operations The department in charge of pilots and flight related issues
Flt Time Flight Time Total time elapsed from chocks “off” on departure and chocks “on” during arrival 
GPU
Ground Power 
Unit
An electrical generator connected to the aircraft to provide electricity while on ground
ILS
Instrument
Landing System
Navigational aid used by pilots in the approach and landing at an airport
Inbound Flying into a destination point (return flight)
Knots Speed measurement (one nautical mile per hour)
Load
The number and weight of goods to be carried on board, including passengers, crew, 
baggage, cargo, catering and fuel
MLW
Maximum Landing 
Weight
The maximum weight an A/C can safely land
MTOW
Maximum Take off 
Weight
The maximum weight on A/C can safely take off
MEL
Minimum
Equipment List
A list of equipment which MUST be serviceable and onboard an aircraft in order to depart. 
This list is located in the Flight Deck
Outbound Flying away from a station or point
OWE Over Wing Exit An exit which is located over and opens on to the wing of the aircraft
Pushback
When the aircraft is being pushed backwards, away from the parking bay by a vehicle called 
a tug.
Taxi
A slow movement of the A/C, when it is heading to (taxi out) or from (taxi in) the runway 
under it’s own power
Thrust A force acting on the A/C as a result from the hot exhaust gases created by the jet engines
Turbulence Rough air caused by winds and masses of hot and cold air meeting
Walk Around Pre flight check of the A/C exterior done by the pilots walking around the A/C
Flight Deck and Aircraft Terms
Airport Terms
Initial Term Description
Aileron
A hinged control surface on the trailing edge of the wing which enables the aircraft to make 
a rolling movement while flying in the air
Air Brakes/
Spoilers
A hinged control surface on the upper wing surface to help stop the aircraft after landing 
Elevators
Control surfaces hinged on the trailing edge of the horizontal stabilizers controlling the 
pitching movement of the aircraft
Flaps
A hinged control surface on the trailing edge of the wing which can be extended or retracted 
in order to increase or decrease the wing surface
Leading Edge The forward part of the wings
Pitching
A movement of the A/C controlled by the elevators which allows the A/C to move upwards 
or downwards in the air
Rolling
An aircraft rolls on its left or right side with the help of the Ailerons, which are located on the 
wing, while it is airborne
Rudder
A hinged control surface on the vertical stabilizer which turns the A/C left and right when it is 
airborne
Stabilizer
The tail part of the aircraft to help the aircraft in the air. It has two parts, the horizontal and 
the vertical stabilizer
Trailing Edge The aft part of the wings
Yawing
A movement of the A/C controlled by the rudder allowing the A/C to turn left or right when it 
is airbourne
Initial Term Description
Airbridge/ Jetway A power driven moveable passage connecting the aircraft to the terminal building.
ATA
Actual Time Of 
Arrival
The actual time an aircraft arrives at its destination (chocks on)
ATD
Actual Time Of 
Departure
The actual time an aircraft departs the airport (chocks off)
ATC Air Traffic Control
A department located at all airports, who are responsible for giving instructions by radio to 
pilots during cruise and to prepare them for take off or landing
Baggage Luggage carried by passengers
 Boarding The action of passengers leaving the terminal building and entering an aircraft for a flight
Boarding Card
A card given to the passenger indicating the seat allocated to them and various other 
information e.g. flight number, boarding gate number 
Check Baggage Passengers’ baggage which is loaded into the cargo hold
Control Tower
A tall building located near the runway monitoring the location and movement of all aircraft 
during taxi, take off, landing and parking
Disembarkation 
Deplane
The act of leaving the aircraft after a flight
Gate An area where the passengers board the aircraft from
Hangar A ‘garage’ for the aircraft.
Hi Loader
A vehicle transporting wheelchair passengers or catering from the airport to the aircraft or 
vice versa when an airbridge is not available
No Show
A passenger with a reservation who does not show up for the flight or cabin crew who do 
not show up to work
Off load Anything removed from the aircraft. Including passengers, crew, baggage and cargo
PAX Passenger Occupants of the aircraft (customers)
Pax Man
Passenger
Manifest
A list of all passengers on board
PIL
Passenger
Information List
A list of passengers with special requests (e.g. vegetarian, child meal, wheel chairs, 
Skywards passengers etc)
These are the hinged surfaces which can be found on the wings and the tail of the aircraft.
Control Surfaces Terminology
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Initial Term Description
RMP Ramp The area at an airport designed for the movement and parking of aircraft
Runway The area at an airport designed for take off and landing of the aircraft
Taxiway The area of the airport between the runway and the parking bay/ramp
TOB Total on Board The total number of passengers and crew onboard
Tug
A motorized vehicle that attaches to the front of an aircraft, used to push or pull the aircraft 
when it is not using its own power (e.g. during pushback)
UM
Unaccompanied 
minor
A child who is below 12 years old and travelling alone
WCHR Wheelchair (Ramp)
Passengers who can walk up and down aircraft steps and to and from their seat. These 
passengers cannot walk long distances
WCHS Wheelchair (Stairs) Passengers who can walk to and from their seat but cannot ascend and descend the stairs
WCHC
Wheelchair
(Chair)
Passengers who are completely immobile. They require a wheelchair to and from the aircraft 
and to and from their seat
Aviation Regulatory Bodies
Initial Term Description
CAR OPS
Civil Aviation 
Regulations
Set of rules and regulations recommended by JAR OPS (Joint Regulations) adopted by the 
DGCA (Directorate General Civil Aviation), These are the procedures that Emirates“ Airline 
abide by
FAA
Federal Aviation 
Agency
The Federal Aviation Administration (FAA) is an agency of the United States Department of 
Transportation with authority to regulate and oversee all aspects of civil aviation in the U.S. It 
is the single most influential governmentally run aviation agency in the world
GCAA
General Civil
AviationAuthority
The GCAA are the national body governing civil aviation in the Gulf. The GCAA looks after 
the interests of ICAO and oversees the implementation of the aviation standards set by them
ICAO
International 
Civil Aviation 
Organisation
International governing body responsible for determining and maintaining standards in 
international aviation
IATA
International 
Air Transport 
Association
This is the organization of international and domestic airlines that have agreed on and set up 
rules and regulations relating to; fares, safe air transport etc. They work in co-operation with 
ICAO
JAA
Joint Aviation 
Authority (Europe)
The JAA is an associated body of the European Civil Aviation Conference (ECAC) 
representing the Civil Aviation Regulatory Authorities of a number of European states, who 
have agreed to cooperate in developing and implementing common safety regulatory 
standards and procedures. It’s work has extended to - operations; maintenance; licensing 
and certification/design standards of all classes of aircrafts
General Terminology
Initial Term Description
CB Circuit Breaker A device that automatically stops an electric current if it detects abnormal electrical activity
CCST
Cabin Crew 
Service Training 
The Department in charge of Service Training
EES
Emergency 
Evacuation 
Simulator
The EES is a cabin simulator which is used to replicate on board emergencies
GMT / Zulu
Greenwich Mean 
Time / Zulu
The ‘mean’ or standard of time. Time used to simplify and reduce the possibility of error 
when dealing with more than one time zone, or recording times
SEP
Safety and + 
Emergency 
Procedures
Specific procedures that the company implements in accordance with National and 
International aviation regularity bodies (e.g.: GCAA, ICAO)
Scheduling
The department allocating crew duties, standbys and days off. They are responsible for 
ensuring that all flights are allocated sufficient operating crew
SOP
Standard 
Operating 
Procedures
Rules which are set by the governing bodies of aviation e.g.: ICAO, CAR Ops which cabin 
crew follow and are trained on
Airport Terms
Term Description
Abdomen Part of the body between the chest and the pelvis, containing digestive organs
Action Plan (DRSABCD)
This is a series of steps that cabin crew will follow when dealing with a collapsed casualty: 
Danger, Response, Shout for help, Airway, Breathing, Compressions, Defibrillator 
Adjunct
An accessory or auxiliary agent or measure. E.g. An oropharyngeal airway is an airway 
management adjunct
Agitated When someone is restless or unable to be still
Airway
The passage through which air enters and leaves the lungs. Also known as the nose, mouth and 
trachea
Group Medical Training - First Response Terminology
The following glossary contains explanations of medical terms used in the First Response course. Please read and familiarise yourself 
with this terminology.
Term Description
Advanced Restraint Techniques
Simple and easy to use techniques designed for cabin crew to use as a last resort when a 
disruptive passenger endangers the safety of the aircraft, passengers, crew or themselves.
Conflict Management
Dealing with difficult situations by trying to diffuse them and turn them into a win win outcome. 
With ‘Air Rage’ on the increase globally, it is necessary for cabin crew to use and develop skills 
to resolve conflict. Our actions when confronted with a threatening situation can be instinctive or 
planned. However, we must remember that we have rules to follow which are set by company 
policy and legislation.
Hijacking
Seizing control of a public transport vehicle, such as an aircraft in order to achieve goals. In 
Emirates the primary aim of the cabin crew is to help ensure a safe outcome and the reaction of 
the cabin crew can have a significant effect on this.
Least Risk Bomb Location (LRBL) Assigned area on board an aircraft to place the suspicious device.
Sabotage
Deliberate destruction or damage of equipment in order to hinder a particular group. It is not 
unusual in the commercial airline industry to receive bomb threats. Although most of the threats 
turn out to be false, it is important that cabin crew know how to react should they be faced with 
such a threat. 
Security Checks
Searching the aircraft for any suspicious items (pre-departure and after arrival). Carrying out 
thorough Security Checks in the aircraft cabin is a legal requirement and the responsibility of 
every crew member and a vital part of their job.
Weapons Recognition The familiarization of different types of weapons that could be brought on board the aircraft.
The following is an explanation of terms used within training:
Security Terminology
Service Terminology
Initial Term Description
Amenities A galley container which may contain coasters, napkins, plastic bags, etc
CST
Cabin Service 
Trainer
The CST is a replica of the interior of an aircraft cabin in which learners have the opportunity 
to practice in a realistic environment
Catering The department which supplies service items (e.g. meals, beverages and toys)
Containers
Metal or plastic boxes loaded into the aircraft galleys for the stowage of items e.g. bottles, 
melamine, cups, saucers, amenities etc.
Dry Stores A galley container filled with tea, coffee, biscuits, sugar etc.
Hot Cups An electrical jug to heat water
Hollowware A galley container filled with tea pots, coffee pots etc.
In-flight Service The distribution of amenities and refreshments to passengers during a flight
Melamine Dishes used on board the aircraft in the Economy cabin
Skywards Emirates frequent flyer programme
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Term Description
Allergic reaction
The body’s abnormal reaction to a substance such as food or pollen, the skin may become red, 
rash, lips may swell and face may swell
Amputation Complete or partial removal of a part of the body
 Anatomy Refers to the structures of the body
Anaphylactic Reaction/
Allergic Shock
It is a severe allergic reaction affecting the whole body, resulting in a drop in blood pressure and 
difficulty in breathing. It can be gradual or sudden in onset and potentially fatal.
Angina
Chest pain of a crushing nature, experienced when narrowed coronary arteries are unable to 
meet the demands of physical exertion, stress or excitement. This is particularly so as a result of 
mild hypoxia associated with cabin altitude
Antipyretic A medication that reduces fever
Appendicitis Inflammation of the appendix
Appendix A short, closed tube attached to the large intestine
Artificial ventilation
Movement of air into and out of the lungs by artificial means, commonly known in first response, 
as mouth to mouth
Assessment
Before taking any action to deal with a medical emergency, cabin crew should be able to gather 
information regarding the casualty’s condition through these methods:
 To check for consciousness: To ask for history:
 A – alert S – signs and symptoms
 V – response to voice A - allergies
 P – response to pain M - medications
 U – unresponsive P – past medical conditions
 L – last meal
 E – events that may trigger 
Asthma
A condition in which the air passages of the lungs go into spasm and constrict, due to irritation 
and allergic reactions, making breathing difficult (especially breathing out causing wheezing 
sound)
Artificial ventilation
Movement of air into and out of the lungs by artificial means, commonly known in first response, 
as mouth to mouth
Bandage
A material used to hold a dressing over bleeding wounds, burns or fractures. It can also be used 
to support and elevate an injured limb
Barotrauma
Injury of a part or organ as a result of changes in the barometric pressure. E.g. injury to the ear 
due to increased cabin pressureBasic life support (BLS) Maintenance of the airway, breathing and circulation
Breastbone
Flat bone (also called sternum) which forms middle of chest and helps separate and support the 
ribs
Bruise
An injury that does not break the skin but causes damage to the small underlying blood vessels 
(capillaries) which leads to an internal bleed and causes discoloration beneath the skin
Burns
Damage to the skin caused by extremes of temperature – hot or cold; chemicals; corrosive 
substances; electricity; friction and radiation. It is classified as superficial, partial thickness and 
full thickness
Cardiac Arrest It refers to an unresponsive casualty who has no breathing and no signs of circulation.
Cardio-Pulmonary Resuscitation 
(CPR)
It is an emergency medical procedure for a victim of cardiac arrest which is a combination of 
rescue breathing and chest compressions. Provides oxygen and pumps the blood around the 
body.
Carotid artery The main artery supplying blood to the head. The carotid pulse can be felt in the neck.
Casualty A person, alive or dead, who has suffered an accident or sudden illness.
Childbirth
The process of delivering a baby. It has 3 stages: 
 1st stage – full dilation of cervix, mother’s body is preparing to give birth
 2nd stage – delivery of the baby
 3rd stage – delivery of the placenta (after birth)
Choking
A partial or total obstruction of the airway caused by a foreign object, e.g. food, peanuts, a small 
toy, etc.
Clammy An unpleasant sticky, moist damp feeling on the skin
Clonic Uncontrolled, rapid body movements
Collapsed To suddenly fall down due to illness/injury
Coma Complete unconsciousness when all reflexes are absent
Compression To apply pressure
Term Description
Conscious Awake, alert, responsive (physically and verbally).
Contaminated
A term used in reference to a wound or other surface that has been infected with bacteria; may 
also refer to polluted water, food or drugs.
Coronary arteries The vessels which delivers oxygenated blood to the muscles of the heart
Defibrillator A machine which delivers an electric shock to the heart. It is used for Cardiac arrest
Dehydration Excessive loss of water, sugar and salt from the body.
Diabetes
Lack or inability of the body to use insulin effectively. Insulin regulates blood sugar. It may result 
to Hypoglycaemia or Hyperglycaemia.
Dilation The process of expanding or enlarging
Disabled Lacking one or more physical abilities
Dislocation Injury in which bones at a joint are pushed out of normal contact with each other.
Dislodge Remove from a previously fixed position 
Disorder An illness or medical condition.
Drowsy Heavy with sleepiness.
Epipen
An auto-injector which contains epinephrine – a hormone that reverses the effects of 
Anaphylactic Reaction.
Euphoria An exaggerated feeling of well being.
Eustachian tube
A tube that connects the ear to the back of the throat. This tube is used to ‘equalise’ pressure 
by swallowing or popping.
Exhalation The act of breathing out
Extremity A limb: arms, legs, fingers or toes.
Fainting A brief reversible loss of consciousness caused by insufficient blood supply to the brain.
Fatigue Physical or mental exhaustion due to exertion
Febrile Having an elevated body temperature, feverish. Temperature greater than 37C.
Fits & Seizures
It is a simultaneous involuntary contraction of many of the body’s muscles, caused by a 
disturbance in the electrical activity of the brain.
Food poisoning
A sudden illness, usually vomiting and diarrhoea caused by eating food contaminated with 
bacteria.
Fracture A break or crack in a bone. 
Gestation The period that the mother carries the baby in the uterus until childbirth occurs
Heart The hollow, muscular organ that pumps blood around the body.
Hereditary Inherited/passed down from ancestry i.e. Parents grand parents.
Hiccups
A spasm of the diaphragm producing a sudden breathing in of air resulting in a characteristic 
sharp sound.
Hives
Red or white raised patches on the skin, often associated with severe itching; a characteristic 
reaction in allergic responses.
Hypoxia Low oxygen content in the blood, tissues and body cells.
Inhaler (puffer) A device to deliver a regulated dose of asthma medication e.g. Ventolin
Medical Equipment
Used to aid in the diagnosis, monitoring or treatment of medical conditions. Emirates aircrafts 
carry medical kits/equipment which includes: First Aid Kit (FAK), First Aid Pouch (FAP), 
Emergency Medical Kit (EMK), Supplementary EMK, Tempus IC, Universal Precaution Kit, 
oxygen bottles and resuscitation kit.
Medlink
It is an Emergency Medical Advise Centre based in the USA, involving medical doctors on 
ground that operate on a 24-hour basis to assist cabin crew when dealing with a medical 
situation on board.
Medical Shock
Failure of the circulatory system (heart, blood and blood vessels) to supply an adequate amount 
of blood and oxygen to the organs/tissue.
Nausea An unpleasant sensation felt usually before vomiting.
Navel The ‘belly-button’, point of connection where the umbilical cord was attached.
Nostril Either of the two openings at the end of the nose.
Pale To have a ‘whitish appearance/colour, usually because of illness, shock or fear
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Term Description
Panadol
Panadol is an analgesic for mild pain; also used as an antipyretic.
Generic Name: Acetaminophen
Brand Name: Datril, Tylenol, Panadol, Phenaphen, Tempra and Anacin III
Peptic ulcer
An ulcer or a sore in the lining of the esophagus, stomach, or duodenum, usually caused by a 
bacteria.
Pollen
A substance produced by the anthers of shed bearing plants consisting of numerous fine grains 
containing the male fertilising cells.
Profuse A lot, excessive.
Resuscitation The act of reviving an unconscious or apparently ‘dead’ casualty.
Scald A burn caused by hot liquid or steam.
Semi-conscious Slightly disorientated state of partial consciousness.
Slurred Word pronounced or spoken un clearly.
Spasm Sudden, involuntary contraction of a muscle, or group of muscles
Spinal cord
Bundle of nerve tissue extending from base of brain to lower back; surrounded and protected 
by the spine.
Sterile Free from living organisms, such as bacteria
Sting Sharp pain caused by a bite of an insect
Stroke
A condition resulting from a bleed or blood clot in a blood vessel of the brain, often involving 
partial paralysis and loss of speech.
Swelling An enlargement of a part of the body as result of injury or infection.
Tenderness Pain felt when touched
Tingling Feeling a prickling or stinging sensation of the flesh, as from cold or excitement
Tremor Shaking or quivering movements of the body especially hands.
Unconscious
Without response; an abnormal state in which the body’s control mechanisms are impaired or 
lost. Casualty appears as if they are in a deep sleep.
Umbilical cord A flexible structure/cord connecting the foetus/baby to the placenta
Vaccine
A suspension of dead or weakened micro-organisms for inoculation to produce immunity to a 
disease 
Vagina
The lower part of the female reproductive tract extending from the cervix to the vulva: the birth 
canal
Vein
Any blood vessel that carries deoxygenated blood from the tissues to the heart then from the 
heart to the lungs.
Ventricular fibrillation A chaotic irregular heart rhythm which is the main cause of cardiac arrest.
Wheeze
A high-pitched, whistling sound while breathing out characteristic of an obstruction or spasm of 
the airway. Usually associated with asthma.
The above glossary is based on definitions from a variety of Medical literature sources, though many words have been further simplified 
for the purpose of ease of understanding particularly for those students for whom English is not the Mother tongue.
Literature that was used as reference is listed below:
Australian First Aid manual (St John Ambulance) 2000
Airline Medical Manual (Chapman et al) – 1991
Medical Dictionary (Merriam Webster) – 1995
Human Body (Diamond Books)– 1994
The Rescue 911 Family First Aid & Emergency Care Book (Pocket Books) – 1996
Anatomy and Physiology in Health and Illness (Ross and Wilson) – 1996
http://encyclopedia.thefreedictionary.com/
•
•
•
•
•
•
•_______________________________________________________________________________________________
______________________________________________________________________________________________
2) Dining: _______________________________________________________________________________________
______________________________________________________________________________________________
_______________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________
_______________________________________________________________________________________________
______________________________________________________________________________________________
3) Dubai Stopover: _______________________________________________________________________________
______________________________________________________________________________________________
_______________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________
_______________________________________________________________________________________________
______________________________________________________________________________________________
4) Tours and Holidays: _____________________________________________________________________________
______________________________________________________________________________________________
_________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________
_______________________________________________________________________________________________
______________________________________________________________________________________________
5) Skywards: ____________________________________________________________________________________
______________________________________________________________________________________________
__________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________
_______________________________________________________________________________________________
______________________________________________________________________________________________
6) Dubai International Airport - Emirates Terminal 3: __________________________________________________
_______________________________________________________________________________________________
____________________________________________________________________________________________________________________________
____________________________________________________________________________________________________________________________
___________________________________________________________________________________________________________________________
 
Activity 4: Exploring Emirates’ website
Explore the Emirates website and state below your findings about the following:-
109
General Aviation Information
Greenwich Mean Time (GMT)
All places on the globe have a latitude (their distance North or South of the Equator) and a longitude (their distance East or West of the 
Greenwich Meridian). As Greenwich, England is zero degrees longitude, time is measured from this point and is defined as Greenwich 
Mean Time (GMT).
GMT is used in the aviation industry. It may also be referred to as Zulu Time (ZT) or Universal Time Co-ordinated (UTC).
• Time east of Greenwich is GMT plus (+) hours 
• Time west of Greenwich is GMT minus (-) hours
1211
The 24-Hour Clock
The time format used in aviation is the 24-hour clock, whereby time is recorded by numbers only and not “am” and “pm”. This is also 
referred to as military time, army time or railway time. Airlines use this in their flight schedules and rosters. The diagram below gives an 
indication how to use the 24-hour clock.
Examples:
8.00 am
5.30 pm
Activity 6: 24-Hour Clock
Change the below timings to a 24-hour clock format.
11.15 am
10.45 pm
3.30 am
3.00 pm
Before Midday 
(Figures inside the clock face)
After Midday 
(Figures in red outside the clock face)
1.00 am is 0100 3.00 pm is 1500
6.30 am is 0630 9.45 pm is 2145
12.00 midday is 1200 12.15 midnight is 0015
1211
1211
10
1
0100
1300
0500
1700
0700
1900 0600
1800
1200
2400
0200
1400
1000
2200
1100
2300
0400
16000800
2000
0300
1500
0900
2100
2
3
4
567
8
9
The Phonetic Alphabet
The phonetic alphabet is a set of words used instead of alphabetic letters in radio communication. Each word stands for its initial 
letter and is used internationally by aircraft, maritime units, amateur radio operators and the military. It is used in two-way radio 
communications to help reduce the affects of noise, distorted audio and radio operator accents.
For instance, some letters which can easily be confused are «D» and «B». By using the phonetic alphabet, «Delta» and «Bravo», these 
are easily distinguished.
For example, when the Captain is calling the Air Traffic Control tower to identify the aircraft he will use the number on the tail e.g. A6 
EAC, and pronounce it as “Alpha Six Echo Alpha Charlie”
It is important that this Phonetic Alphabet is known.
Activity 6: Phonetic Alphabet
How will you pronounce EK47 DXB using the phonetic alphabet?
A Alpha N November
B Bravo O Oscar
C Charlie P Papa
D Delta Q Quebec
E Echo R Romeo
F Foxtrot S Sierra
G Golf T Tango
H Hotel U Uniform
I India V Victor
J Juliet W Whiskey
K Kilo X Xray
L Lima Y Yankee
M Mike Z Zulu
1413
Airport Codes
All airports around the world are identified by a three letter code. These codes are used to identify airports and they are also used in 
timetables, baggage tags, tickets and Airline and Global Reservation Systems. The International Air Transport Association (IATA) in 
Geneva is responsible for these codes and they are usually based on theairport name
In the table below reflects the airport codes of countries within the Emirates network. 
Countries in Europe and the Americas
Country Name City Name Airport Name IATA Airport Code
Austria Vienna Vienna Int’l VIE
Brazil Sao Paulo Guarulhos Int’l GRU
Canada Toronto Pearson Int’l YYZ
Cyprus Larnaca Larnaca Int’l LCA
France
Paris Charles de Gaulle Int’l CDG
Nice Cote D’Azur Int’l NCE
Germany
Düsseldorf Rhein-Rhur Int’l DUS
Frankfurt Frankfurt Main Int’l FRA
Hamburg Hamburg Int’l HAM
Munich Munich Int’l MUC
Greece Athens Atheni Int’l ATH
Italy
Rome Fiumicino Int’l FCO
Milan Malpensa Int’l MXP
Venice Venice Marco Polo Int’l VCE
Malta Valletta Malta Int’l MLA
Russia Moscow Domodedovo Int’l DME
Switzerland Zurich Zurich Kloten Int’l ZRH
United Kingdom
Glasgow Glasgow GLA
Birmingham Birmingham Int’l BHX
London London Gatwick LGW
London London Heathrow LHR
Manchester Manchester Int’l MAN
Newcastle Newcastle Int’l NCL
United States
of America
Houston George Bush Intercont’l IAH
Los Angeles Los Angeles Int’l LAX
New York John F. Kennedy Int’l JFK
San Francisco San Francisco Int’l SFO
Countries in the Middle East
Country Name City Name Airport Name IATA Airport Code
Bahrain Bahrain Bahrain BAH
Egypt
Cairo Cairo Int’l CAI
Alexandria Borg El Arab HBE
Iran Tehran Iman Khomeini Int’l IKA
Jordan Amman Queen Alia Int’l AMM
Kuwait Kuwait Kuwait Int’l KWI
Lebanon Beirut Beirut Int’l BEY
Oman Muscat Seeb Int’l MCT
Qatar Doha Doha DOH
Saudi Arabia
Dammam Dammam Int’l DMM
Jeddah King Abdul Aziz Int’l JED
Riyadh King Khalid Int’l RUH
Syria Damascus Damascus Int’l DAM
Turkey Istanbul Ataturk Int’l IST
United Arab Emirates Dubai Dubai Int’l DXB
1413
Countries in the Middle East
Yemen Sana’a Sana’a Int’l SAH
Countries in Asia and Africa
Country Name City Name Airport Name IATA Airport Code
Angola Luanda Luanda Int’l Airport LAD
Australia
Brisbane Brisbane Int’l BNE
Melbourne Melbourne Int’l MEL
Perth Perth Int’l PER
Sydney Kingsford – Smith Int’l SYD
Bangladesh Dhaka Zia Int’l DAC
China
Hong Kong Chek Lap Kok Int’l HKG
Beijing Beijing Capital PEK
Guangzhou New Baiyun CAN
Ethiopia Addis Ababa Addis Ababa Int’l ADD
Ghana Accra Accra Int’l ACC
India
Ahmedabad Sardar Vallabhbhai Patel Int’l AMD
Bangalore Bangalore Int’l BLR
Mumbai Chatrapati Shivaji Int’l BOM
Kolkata Kolkata Int’l CCU
Kozhikode Kozhikode CCJ
Kochi Nedumbassery Int’l COK
Delhi Indira Ghandi Int’l DEL
Hyderabad Begumpet Int’l HYD
Chennai Anna Int’l MAA
Thiruvananthapuram Thiruvananthapuram Int’l TRV
Indonesia Jakarta Soekarno Hatta Int’l CGK
Ivory Coast Abidjan Abidjan Int’l ABJ
Japan
Osaka Kansai Int’l KIX
Nagoya Nagoya Komaki NCO
Kenya Nairobi Jomo Kenyatta Int’l NBO
Korea Seoul Incheon Int’l ICN
Libya Tripoli Tripoli Int’l TIP
Malaysia Kuala Lumpur Kuala Lumpur Int’l KUL
Maldives Male Male Int’l MLE
Mauritius Mauritius Mauritius Int’l MRU
Morocco Casa Blanca Mohamed V Int’l CMN
New Zealand
Auckland Auckland Int’l AKL
Christchurch Christchurch Int’l CHC
Nigeria Lagos Lagos Int’l LOS
Pakistan
Islamabad Islamabad Int’l ISB
Karachi Jinnah Int’l KHI
Lahore Allama Iqbal Int’l LHE
Peshawar Peshawar Int’l PEW
Philippines Manila Ninoy Aquino Int’l MNL
Singapore Singapore Changi Int’l SIN
South Africa
Johannesburg Johannesburg Int’l JNB
Durban Durban Int’l DUR
Cape Town Cape Town Int’l CPT
Sri Lanka Colombo Bandarnayake Int’l CMB
Sudan Khartoum Khartoum Int’l KRT
Tanzania Dar-Es-Salaam Dar-Es-Salaam Int’l DAR
Thailand Bangkok Bangkok Int’l BKK
Tunisia Tunis Tunis Int’l TUN
Uganda Entebbe Entebbe Int’l EBB
15
Airport codes: ______________________________________________________________________________
City names: _________________________________________________________________________________
Identify the country names: ___________________________________________________________________
 ___________________________________________________________________
Activity 7: Airport Codes
Using the sample ticket below write the: 
For the latest information on the Aircraft codes refer to emirates.com
Click on Plan and Book
Click on Essential Information
Click on Airports Worldwide
16
www.emirates.com
Before we introduce you to the Emirates Cabin Crew uniform, we will be providing you with a training uniform. This uniform is a red 
polo shirt that you will need to wear with black trousers. Please look at the photo and read the information below about the company 
expectations/standards while wearing this uniform. This uniform will be worn from day 1 of SEP and each day until you are in service 
training after which you will be provided with your cabin crew uniform. 
Polo Shirt x2 provided by Emirates
Your polo shirt should be tucked in loosely into the waistband of your trousers and gently 
eased out to allow the fabric to fall neatly.
Black trousers 
These need to be your own and can be of smart or casual style. Combat, three-fourth 
length trousers, ripped or torn may not be worn.
Shoes
Black pumps, trainers or any preferred style of black shoe may be worn. For the ladies, 
these must be flat.
Personal Grooming - Ladies
Hair Must be clean and neatly tied away from the face at all times.
Make-up Must be worn at all times including foundation, blusher, mascara and lipstick.
Nails To be well manicured with a minimum of clear polish at all times.
Jewellery One pair of stud earrings, no necklace and one ring per hand.
Watch A conservative styled watch is to be worn at all times.
Personal Grooming - Gentlemen
Hair 
Must be neatly trimmed and worn in a conservative style. Excessively spiked 
or gelled hair is not permitted.
Facial Hair
Must be clean shaven every day. A moustache is permitted provided it is 
neatly trimmed. Side burns must be no lower than the centre of the ear.
Jewellery Only a ring is permitted.
Watch A conservative styled watch is to be worn at all times.
General Behavior
No other items other than those mentioned should be worn with the uniform. Visible 
piercings, tattoos or henna is not permitted.
You are required to report for duty dressed correctly in the uniform provided. You must look 
well groomed throughout your duty and until you return to your accommodation.
• Smoking - Smoking is only permitted in the designated area which is on the 7th floor 
 outside balcony.
• Eating - Eating is only permitted in the designated areas which are break out rooms 
 on all floors and the 7th floor restaurant. Eating or drinking is not allowed 
 whilst walking around the college or standing in corridors.
Please remember that you are representing Emirates Airline whenever you are in uniform and therefore you are expected to 
act in a professional manner at all times.
Image and Uniform Department
17
18
Male Staff
Acceptable attire includes
• Coloured wool, cotton or linen suits
• Long-sleeved, well-pressed dress shirts, with button-down or straight collar with a tie
• Coordinated blazers, jackets or jumpers with dress trousers
• Woven leather loafers or smart shoes with socks; shoes should be always polished
• Minimal but high quality accessories such as ties, belts and jewellery
Male Grooming
Facial hair Clean shaven at all times.
Hair Care Neat, well trimmed style. 
Skin Care
Men have a built in advantage, because daily shaving acts as natural 
exfoliation, regularly removing dry, dead skin from the skin surface. A facial 
cleanser and a light moisturizer formulated for your skin type are the most 
important skin care products for any man.
Fragrance Wear colognes or scented aftershaves with a light touch. 
Other grooming details such as hand care, dental hygiene, hair care and controlling 
perspiration are important for every professional. 
Unacceptable attire includes
• Jeans of any type
• Sweat pants or jogging pants
• Shorts of any type or length
• T-shirtsof any type
• Tank and cropped tops, any upper body garment that bares the shoulders and/or
 exposes midriff skin
• Sweat shirts
• Garish print sport shirts
• Sport team jackets
• Hiking boots, sneakers, tennis/running/training shoes and sandals of any kind.
Female Staff
Acceptable attire includes
• Tailored trouser suits
• Skirted suits, tailored separates or tailored business dresses
• Blouses with short or long sleeves
• Court shoes, sling backs or peep toed shoes
• Accessories such as scarves, gold or stainless steel watch and minimum jewellery
Female Grooming:
A professional image is made up of 
many elements, but they all come 
together to make one powerful 
statement.
Hand and 
nails
Frequent application of a hand cream will prevent dryness and chipping. 
Nails look better buffed and polished.
Hair
Effective hair styles are perfectly cut and shaped, look natural, not overly 
sprayed and flatter the individual face and skin tone. Wild curly hair needs to 
be secured in a suitable style. Hair colour should be of a natural look.
Skin Care
A day and night cleansing routine removes make-up, environmental 
pollutants, oil perspiration and debris from your skin. Moisturizing softens the 
skin and attracts moisture from the air. Products that contain (humectants) 
emollients keep the skin soft. The sun is the worst enemy of the skin. Sun 
protection is essential with every day basics. 
Make-up
Natural make-up is recommended; it conceals flaws, accentuates attractive 
features and creates a polished look.
Fragrance Consider choosing a light, fresh scent and apply it sparingly.
Business Dress Code When Visiting Emirates Facilities
When visiting the Emirates facilities, all employees are required to dress according to the dress code (BUSINESS APPROPRIATE). 
This is to maintain the company’s cultural and professional image. Some basic examples are mentioned below:
19
Female Staff
Unacceptable attire includes
• Denim trousers, skirts, dresses or jackets
• Leggings or skin tight trousers
• Tight clothes of any nature which would be perceived as revealing
• Shorts of any type
• Leather trousers, skirts or jackets
• Mini/Short skirts (shortest acceptable length is mid knee)
• T-Shirts
• Garments with printed slogans
• Tank tops, camisoles or spaghetti strap tops, any strapless or sleeveless upper body 
 garment that bares the shoulders or one that exposes midriff skin
• Sweat shirts
• See-through voile or chiffon blouses, skirts or trousers or excessively scanty or
 transparent garments in general
• Excessively plunging or revealing necklines
• Sneakers, strappy sandals and flip flops
Induction
• Welcome to Emirates
• Welcome to training
• Corporate Induction
• Customer Journey Training
• Discover Dubai Tour
• E-Learning 
• Medical Formalities 
Image and Uniform
• Uniform standards
• Nail care
• Fitness and nutrition
• Skin care
• Hair care
• Make-up
Cabin Crew Training - Service Delivery
Induction and
Image and Uniform
Safety and
Emergency
Procedures (SEP)
Security
Group Medical
Training (GMT)
Cabin Service Training 
(CST)
Cabin Crew Training Programme
The Cabin Crew Training Programme is intense and covers the five disciplines outlined below:
(1) Induction and Image and Uniform Training Programme
The following topics will be covered –
(2) Safety and Emergency Procedures Training Programme (SEP)
The following topics will be covered-
Please ensure you familiarise yourself with the aviation terminology at the back of this booklet.
Aircraft Specific
• Types of aircraft
• Emergency equipment
• Aircraft Systems
General Safety
• Anticipated emergencies
• Decompression
• Fire
• Survival after an emergency evacuation
• Turbulence
• Unanticipated emergencies
Legal Licensing Sessions
• Basic aeronautics
• Cabin Crew briefings
• Crew Resource Management (CRM)
• Flight Time Limitations (FTL)
• Licensing requirements
• Manual Safety Demonstrations 
It includes:
• theory sessions in a class room environment
• practical sessions on a flight simulator
• daily feedback on performance
Throughout training observation and assessment will occur on the following four competency areas:
1. Professional Awareness
2. Professional Image
3. Interacting with Colleagues
4. Interacting with Passengers
20
Although the above topics will be covered in detail during the set programme, we recommend that you visit 
the below website in preparation for the course.
• Crew Resource Management: www.psychologymatters.org/crm.html
 : en.wikipedia.org/wiki/Crew_Resource_ Management
• Decompression: www.wikipedia.org/wiki/Cabin_pressurization
• Ditchings: www.wikipedia.org/wiki/Ditching
• Fire: www.casa.gov.au ( search ‘Fire’ )
• Turbulence: www.casa.gov.au ( search ‘turbulence’ )
 : www.wikipedia.org/wiki/Turbulence
(3) Security Training
This training programme covers the following topics:
Security Classroom
• Sabotage
• Security checks
• Hijacking
• Weapons recognition
• Customs regulations and Outstation procedures
• Conflict management
• Personal security
Cabin Service Trainer (CST) /
Emergency Evacuation Simulator (EES)
• Sabotage and Least Risk Bomb Location (LRBL)
• Pre-departure security checks
Security Self Defence Room
• Advanced restraint techniques
• Self defence techniques
Guidelines for personal security in Dubai/Outstations. 
Home security:
 • Always lock your front door of the apartment
 • Do not give your keys to anyone, i.e. cleaners, friends, etc…
 • Check that valuables are kept in a safe place
Out and about in Dubai:
 • Keep valuables close at hand, i.e. mobile phones, handbags, etc…
 • Ride in reputable and marked taxis only
 • Keep company information confidential
 • Don’t accept anything from strangers, i.e. food, drinks, cigarettes, etc
Hotel security:
 • Don’t mention your room number out loud
 • Check your room with your door open
 • Become familiar with your emergency exits
 • Check I.D’s of persons entering your room, e.g. room service
 • When leaving your hotel, check that all possessions are secure, i.e. lock baggage, use your hotel safe.
Out and about at an Outstation:
 • Be respectful of local culture, customs and laws
 • Do not wear too much expensive jewellery
 • Avoid the ‘rough’ areas of your city. Check with your hotel concierge if in doubt.
 • Don’t travel more than 50 miles (80 km) from your hotel. Be within one hour’s travel by land.
 • Leave a contact number with your Purser/SFS when you’re leaving and not staying at a hotel
 • Don’t accept anything from strangers, i.e. food, drinks, cigarettes, etc…
Baggage:
 • Be responsible for the contents of your own bags
 • Pack your own bags 
 • Don’t carry anything for anybody
 • Never leave your baggage unattended, i.e. at airports, hotels, etc…, and keep it locked.
21
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(4) Group Medical Training (GMT)
The table below highlights the subjects which will be covered in the classroom and through home assignments.
(5) Cabin Crew Service Training Programme (CCST)
Classroom Topics
• Aircraft Medical Equipment
• Anaphylactic Shock
• Asthma
• Back Care & Manual Handling
• Basic Anatomy & Physiology
• Basic Life Support
• Bleeding
• Breaking Bad News
• Burns
• Choking
• Diabetes
• Epilepsy
• First Response (Definition, Aims)
• Fracture
• Health Promotion
• Heart Disorders
• In-flight Childbirth
• Medlink (ground medical assistance)
• Shock
• Sprains & Strains
E-learning Module • Cardiac Emergencies
Pre-course assignment Topics
• Abdominal/Chest Injuries
• Alcohol Intoxication
• Appendicitis
• Death on Board
• Dislocation
• Eye Injury
• Food Poisoning
• Head/Neck Injury
• Hyperventilation
• Stroke
• Temperature Related Illness
We recommend to you visit the website listed below in preparation for the In-flight Medical Care and Basic Life Support course
American Heart Association http://www.americanheart.org/
American Red Cross http://www.redcross.org/St.Johns Australia http://www.stjohn.org.au/
St.Johns UK http://www.sja.org.uk/sja/first-aid-advice.aspx
Our Customer Experience
• The Emirates Group
• Cultural Understanding
• Customer Profiles
• Communication Skills
• Your Working Environment
• Etiquette & Ambience
• Food & Beverage
• Documentation
Prepare to Fly
• Cabin Crew Manager Talk/Human Resources Talk
• Scheduling talk
• IT Refresher
• Licensing requirements
Cabin Crew and Training Team Overview
Manager Cabin Crew MCC
Cabin Crew Managers report to their designated Manager of Cabin 
Crew on a regular basis with any related issues to crew and they will 
oversee the development of their team and the department.
Cabin Crew Managers CCM Crew will be designated a specific Cabin Crew Manager who they will 
report to on a regular basis to assess their onboard performance.
Senior Flight Purser SFP To provide feedback on the overall Service Delivery products onboard 
and monitor quality control.
Purser PUR Responsible for the performance of the cabin crew and all aspects of 
the cabin service (in all cabins). Team leader.
Senior Flight Steward/ess SFS Senior crew member responsible for the crew and service in Economy 
and Business Class cabins.
First Class Crew - Grade 1 FG1 Responsible for the delivery of the in-flight product in the First Class 
cabin.
Business Class Crew – Grade 1 G1 Responsible for the delivery of the in-flight product in the Business 
Class cabin.
Economy Class Crew – Grade 2 G2 Responsible for the delivery of the in-flight product in the Economy 
Class cabin.
Ab-initio – Graduating
Supernumerary SUPY
Once you have graduated from training you will have a supernumerary 
flight on both the Airbus and Boeing aircraft or A380 aircraft. 
A supernumerary is an additional member of the team who is part of 
the initial crew complement.
Training Specialists TS
Training Specialists are our training professionals who are responsible 
for design, delivery, evaluation and the quality of our training. Many ex 
Cabin Crew have taken this career path. 
Training Officers TO
Training Officers are responsible for delivery of our courses in 
partnership with the Part-Time Trainers. This role is the first step on the 
career path to Training Specialists. 
Part-Time Trainers
Part-Time Trainers are members of the cabin crew team who spend
their time training our Abinitio and existing crew for upgrade courses. 
You will meet them in your course!
23
24
At Emirates we take into consideration the preferrred learning styles of the individual. We find this important when encouraging you to 
learn. Although most people have a preferred style, we understand that every learner develops through a blend of styles. We deliver 
learning through an awareness of a blend of styles, which suits the broad needs of a group. Furthermore this gives you the opportunity 
to develop alternative learning styles, along with the sense of achievement and a willingness to take on more training situations in your 
future career.
Our group of dedicated and enthusiastic trainers are here to help you develop your knowledge and skills, in order for you to become a 
cabin crew member. You can find further details on learning styles below:
Learning Styles
Learning styles are ways in which each person concentrates, processes, absorbs and retains, new and challenging information.
Learning styles fall into three main categories:
1) Visual – information is presented through pictures, videos, books.
Learning Strategies
• As much as possible, translate words and ideas into symbols, pictures and diagrams.
• Draw symbols and pictures to facilitate recall.
• Mark the margins of your workbook with key words, symbols, and diagrams to help you remember text.
• Use highlighter pens of contrasting colours to “colour code” information.
• When learning mathematical or technical information, make charts to organize the information. 
• Create charts and diagrams to illustrate key concepts. 
• Use the computer to assist in organising material that needs to be memorised. 
• Visual
• Auditory
• Kinesthetic
2) Auditory – information is presented orally.
Learning Strategies
• Work with a “study buddy” on an ongoing basis to review key information and prepare for exams.
• Talk out loud to aid recall - read your notes and textbook out loud.
• Tape record lectures and replay these later 
• Create your own audio tapes by reading notes and textbook information into a tape recorder.
• When learning mathematical or technical information, “talk your way” through the new information. 
 State the problem in your own words.
• Reason through solutions to problems by talking out loud to yourself or with a study partner.
• To learn a sequence of steps, write them out in sentence form and read them out aloud.
3) Kinesthetic – you are physically doing a ‘hands on’ activity
Learning Strategies
• As much as possible, translate words and ideas into symbols, pictures 
• Note down key words/draw pictures/make charts to help you remember the information 
• When studying, walk back and forth with notes and read the information out loud.
• Think of ways to make your learning tangible, i.e. something you can put your hands on. 
• When reviewing new information, copy key points onto a large writing surface.
• Make use of the computer to reinforce learning - use graphics, tables and spreadsheets to further
 organise material that must be learned.
• Listen to lectures while exercising. Make your own tapes containing important course information.
Activity 9: Learning Style Questionnaire
To find out your learning style:
 • complete the questionnaire in the next section.
 • add your score to determine your learning style.
 • bring the completed questionnaire to training on day 1 of Induction. 
 (Bibliography for Learning Style Preference Information was taken from Learning Styles Survey by 
 Suzanne Miller)
For further information you can search
“Learning Styles” through various websites.
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26
Brain Foods
The brain is an extremely active organ, making it a very hungry one. The brain cells are more sensitive to what you eat than the cells 
which are located elsewhere in the body.
Did you know that the food we eat not only affects the body, but may even have more of an influence on how the brain works. By 
eating the right food, you can enhance your mental capabilities – help your concentration, magnify your memory, keep yourself 
motivated and defuse stress! These foods are also known as “Brain Foods”
“Brain foods” improve the following brain functions
So be nice to your brain! Give it the right nutrients by trying to incorporate the below foods into your every day eating habits.
Avocado
Bananas 
Beef
Broccoli
Brown Rice
Cantaloupe Melon
Cheese
Eggs
Milk
Oatmeal
Oranges
Peanut Butter 
Peas/Green Beans
Potatoes
Romaine Lettuce
Salmon/Oily Fish
Soya bean
Spinach
Tuna
Turkey/Chicken
Walnuts
Water
Yoghurt
• Concentration
• Enhanced Memory
• Better Coordination
Learner Style Preference Questionnaire
Name:
Read the following questions and circle the response that best describes you.
1. When learning something new, you…
 a) Like to have the aid of diagrams, posters, or a demonstration.
 b) Like to have verbal instructions.
 c) Just go for it and try it out!
2. When you are reading, do you…
 a) Visualise in your mind the descriptive passages?
 b) Enjoy the character’s dialogue?
 c) Sometimes read action stories, but would prefer not
 to read?
3. When you are spelling, do you...
 a) Try to “see” the word?
 b) Sound the word out before or as you spell it?
 c) Write the word down to find out if it looks or “feels” 
 right?
4. When concentrating on something, you…
 a) Are distracted by movement and untidiness around 
 you.
 b) Are distracted by noises in the area in which you 
 are working.
 c) Have difficulty sittingstill for even short periods of 
 time
5. When problem solving, you…
 a) Write the problem down or draw diagrams to visualize it.
 b) Talk to someone (or yourself) about it.
 c) Try and use concrete objects to find a solution.
6. If you are putting something together, you…
 a) Follow instructions and look at the pictures.
 b) Wish there was a video tape or a tape explaining
 what to do.
 c) Ignore the instructions and figure it out as you go!
7. When trying to recall names, do you remember…
 a) The person’s face but not their name.
 b) The person’s name but not their face.
 c) Clearly the situation in which you met them.
8. When giving directions to someone, you…
 a) Visualise the route first or draw a map
 b) Give clear, concise instructions.
 c) Move your body and gestures as you give the
 directions
9. If you need help with a particular computer application, 
 would you…
 a) Look for pictures or diagrams to explain the
 solution?
 b) Ask someone for help or call a help desk?
 c) Persevere and try to figure it out yourself?
10. You can remember a list of items best if you…
 a) Write them down.
 b) Recite the list to yourself.
 c) Use your fingers to count the items off.
What is your learning style preference?
Scoring: Add the total number of responses for each letter (A,B,C) and record each total below.
A B C
Many people have more than one learning style, so you may find you have some responses in each category. The category with the 
greatest number of responses may be your main learning style.
If the majority of your responses were (A), you are a Visual learner.
If the majority of your responses were (B), you are an Auditory learner.
If the majority of your responses were (C), you are a Kinesthetic/Physical learner.
You may find that you have a combination of learning styles.
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About You
1. Tell us about yourself
 You are to complete this activity as this information will help your trainers and your fellow trainees to get to know you better.
You must complete the following work in this section and bring this with you 
on the first day of your Induction.
Languages spoken (spoken/written)
1st Language 2nd Language 3rd Language
List special skills e.g. nurse, trainer, 
engineer
Educational Background
List previous work experience
Have you worked with other cultures? 
Describe what you did.
Your preferred Learning Style (as per 
the questionnaire)
List your hobbies
Describe your expectations of the 
Training
2. Tell us about your flight experience
 On your flight to Dubai, observe the Cabin Crew prior to take-off, during the flight, before and after landing. Make notes of your 
 observations below.
Aircraft Type: Airbus or Boeing 
State how many classes are on this aircraft and which ones they are 
 
Observe the cabin crew
And complete the following:
• Prior to take-off 
• During the flight
• Before and after landing
Prior to Take Off – Customer Service/Safety
Welcome on Board
• Cabin Crew Welcome
 
 
• Items offered by Cabin Crew
 
 
• Cabin Appearance 
 
 
• Interaction with Customers by Cabin Crew
 
 
• What tasks did the crew carry out in relation to passenger safety?
 
 
During the Flight - Customer Service/Safety
After take off
• Interaction with Customers by Cabin Crew e.g., answered call bells, assisted parents with infants
 
 
• Describe in detail, items offered by Cabin Crew; and how did it make you feel as a customer
 
 
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• What facilities did you notice in your seat and the cabin? 
 
 
• What facilities did you notice in the lavatory?
 
 
• What tasks did the crew carry out in relation to passenger safety?Prior to Landing- Customer Service/Safety
• What tasks did the crew carry out in relation to: a) passenger safety? b) customer service?
 
 
After Landing- Customer Service/Safety
• Cabin Appearance
 
 
• Interaction with Customers by Cabin Crew
 
 
• Cabin Crew Farewell
 
 
• What tasks did the crew carry out in relation to passenger safety?
 
 
Overall, what impressed you the most about the cabin crew in relation to service and safety.
 
 
 
 
What can be improved during the flight in relation to cabin crew service and safety?
 
 
 
 
What P.A.’s (Public Announcement) did you hear during the flight? 
 
 
 
 
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Welcome to the World’s Best In-flight Entertainment
On behalf of our IT/Customer Systems training – Cabin Crew Training, we welcome you to our Emirates family, where our motto
is - ‘We endeavour to deliver the world’s best in-flight experience beyond expectations’. You will be oriented with this system when 
you arrive in Dubai and join your colleagues in the training college. A detailed introduction to the in-flight entertainment segment 
is an important part of your cabin crew training course. To set you up for success to create and deliver an excellent in-flight 
experience to our customers, we would like you to experience first-hand the in-flight entertainment system and view it from our 
customer’s eyes. During your IT and Customer Systems training, you will be asked to share your knowledge and experience of the 
Emirates in-flight entertainment and its importance and impact on our customers’ in-flight experience. 
There are different resources that you can explore to find out more about the Emirates in-flight entertainment. The first and most 
effective, is to experience Emirates in-flight entertainment first hand. This can be done if you fly to Dubai on an Emirates flight to 
join your colleagues here. However, if you are flying in on another airline or have been recruited while being here in Dubai, your 
best source for information would be the Emirates website, www.emirates.com. You can read about the in-flight entertainment by 
selecting ‘In-flight Entertainment’ from the ‘Fly Emirates Experience’ menu as is shown in the image below.
Interior Of The Aircraft
Below are a few in-flight entertainment related questions we would like you to answer using the resources mentioned above. 
The knowledge you will gather and your experience will provide you with invaluable insights that you can share when you start your 
classroom training. 
Q.01
If you flew on Emirates and used the in-flight entertainment onboard, give a brief answer to each of the following question:
a. What was the in-flight entertainment system in your flight called?
 
b. What is one word you would use to best describe your experience while using the system?
 
c. What is one feature of the system that you liked most and why?
 
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Q.02 
Not all Emiratesaircraft have the same in-flight entertainment system. How many systems are there and what is the name of each?
 
 
 
Q.03
What does the term ‘ICE’ refer to when used in the context of the Emirates in-flight entertainment system?
 
Q.04
Can an Emirates passenger find out what in-flight entertainment is playing onboard before take-off? If yes, describe how.
 
 
Q.05
Emirates in-flight entertainment has more to offer than just movies and audio programs. Take a moment to browse through the 
‘Information’ section of the IFE system and list at least 3 types of information that can be found here.
 
 
 
Q.06
Review the ‘Communication’ section of the IFE system and list at least 3 types of communication that Emirates customers can use 
on the system. What systems would you like to use if you were travelling on business? Also, find out if there are other communication 
facilities that may be available on the aircraft (and not part of the in-flight entertainment) and include them in your list.
 
 
 
Information and Technology (IT) Training
The Ab-initio cabin crew training program includes an IT training day which introduces you to a dedicated Cabin Crew website called 
the ‘Cabin Crew Portal’. The portal features several applications to help you manage your flight-related operations. The Cabin Crew 
Portal is protected by a strong security barrier to prevent any outsiders (non-Emirates crew) from accessing this website. You will only 
be able to access the Portal after completing your IT training.
The cabin crew IT training has no pre-requisites. However, basic familiarity with computers and their usage and Internet browsing skills 
makes the training easier and much more enjoyable. If you suspect that you lack these basic skills, it would be to your advantage to 
begin developing these skills as early as possible, preferably before you start your Ab-initio cabin crew training. 
Access to the Cabin Crew Portal is granted to you just before you start your first week of training. On the day of your IT training, you 
will learn how to access the portal by using a combination of a pass-code and a password. Password creation might seem an easy 
task but the security deployed to protect the Cabin Crew Portal requires a special kind of password. The ‘Passwords’ section below 
includes an exercise to help you create a password that conforms to the Emirates rules and restrictions. Use this section to help you 
prepare to create the right type of password for the Crew Portal.
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In addition to accessing the Cabin Crew Portal, the IT training includes a session covering emails and their use. During the training, 
you are expected to use the Emirates email application to communicate with your managers, trainers and other colleagues within the 
business. If you are not familiar with emails it will be helpful to start learning about it before the training. Free email accounts can be 
created over the Internet almost everywhere in the world. Some of the famous free Internet email providers are hotmail, yahoo, and 
Gmail. To be fully ready for your IT training, familiarize yourself with the email applications mentioned above and practice the following 
simple email actions:
• Creating an email
• Replying to an email
• Forwarding an email
• Adding a contact to the address book (or contacts)
• Deleting an email
Passwords
Emirates IT security requires that passwords are created following strict rules and conditions. Below are the list of rules which the 
passwords have to conform to. A few examples and entry fields have been included for your help. 
Have the passwords you created on the following page ready with you during the IT training, so that they can be checked 
by your trainer before selecting one of them to be used for accessing the crew portal.
Password Rules:
1. The number of characters used for the password must be between 7 and 11 (no less than 7 and no more than 11 characters long).
2. The password must not include a name or part of a name.
3. The password must include at least one number (1, 2, 3, …etc.)
4. The password must include at least one lower case alphabetic letter (a, b, c, d, e, … etc.)
5. The password must include at least one upper case alphabetic letter (A, B, C, D, … etc.) 
6. The password must include at least one special character (!, @, #, $, %, &, *, ?, >, :, {, … etc.)
Examples of correct password:
Lov2b@40 ??Ky&1999 #1a2B3c4D# HeIs>40
Examples of incorrect password:
James@31 2BOrNot2B US$_inBank ?U2Me?
Fill in your own password based on the rules above:
Sample 1
Sample 2
Sample 3
Sample 4
Min Max
Min Max
Min Max
Min Max
Aviation Terminology
Now that you have chosen your career as cabin crew you will be exposed to a different type of language, which we refer to as aviation 
terminology. We have listed below the most frequently used terms that you will hear during both your training and whilst you are flying 
on board the aircraft. We suggest you familiarise yourself with this terminology, to aid you in your training and career. 
Safety and Emergency Procedures (SEP) 
Basic Aeronautics – The Aircraft Parts
Interior Of The Aircraft
Initial Term Description
J/C Business Class A premium cabin in the aircraft
Bulkhead A solid, rigid divider separating different cabins
Cabin The interior of the aircraft where passengers are seated
Configuration The pattern of seats (layout of the interior of the aircraft)
Emirates Handset
A device which is equipped to make telephone calls and has several seat and personalvideo screen (PVS) controls
Y/C Economy Class The cabin with the largest portion of cabin seats, sold at an economical price 
F/C First Class The premium cabin on board the aircraft
IFE
In-flight
Entertainment 
The onboard multimedia system which displays movies, games and many other features
Inboard The area in all passenger cabins which is located closer to the centre of the aircraft
LHS Left Hand Side
The left hand side of an aircraft when viewed from the tail to the nose. The Captain always 
sits on the LHS.
LSU
Lavatory
Service Unit
A panel in the lavatory which contains several functions e.g. a call bell, electrical outlet etc
LAV Lavatory Washroom, toilet
MID Middle Half way
Outboard
The area in all passenger cabins which is located closer to the aircraft fuselage, windows 
and doors
O/B On board On or inside the aircraft
PSU
Passenger Service 
Unit
A panel above the passengers’ seat which contains certain items such as air vents, reading 
lights and oxygen compartment.
PVS
Personal Video 
Screen
A television located in the back of every passenger seat, to view movies and play games
ROB Remain on Board Aircraft items that must stay on board the aircraft and are offloaded in Dubai only
RHS Right Hand Side The right hand side of an aircraft when viewed from the tail to the nose. 
Seat Pitch The distance between rows
Initial Term Description
A/C Aircraft A means to transport people and goods by air
Aft Near or towards the back part of the aircraft
Cargo The lower portion of the aircraft fuselage
Chocks
A triangle shaped rubber block placed in front of and behind the wheels to keep the A/C in 
its place when it’s parked
FWD Forward Near or towards the front part of the aircraft
Fuselage The main body of the aircraft
EXT Exterior The outside of the aircraft
INT Interior The inside of the aircraft
Landing Gear The aircraft under carriage, wheels
Nose The most forward portion of the aircraft fuselage.
Tail
The rear section of the A/C. It consists of horizontal and vertical stabilizers,
elevators and the rudder
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Initial Term Description
Arming
A procedure which is carried out at each cabin door at the beginning of the flight during 
pushback to engage the slide rafts/escape slides to the door sill, so they will inflate once the 
cabin door is opened in an evacuation
Dis-arming
A procedure which is carried out to the cabin doors at the end of the flight 
dis -engaging the slide rafts/escape slides and reverting the doors back to normal operation
Girt Bar A bar which connects the slide rafts to the floor of the aircraft
Girt Bar
Flap Cover
A flap or piece of material which covers the girt bar
Slide Raft
An inflatable slide which provides rapid evacuation and can also be detached from the 
aircraft and converted to a raft for sea survival
Cabin Door Terminology
Airbus - Components of the Communication System
Initial Term Description
AAP
Additional
Attendant Panel
A panel which can be used to switch off the cabin lights in specific cabins, plus other 
various functions
ACP Area Call Panel
An indication panel in the ceiling consisting of coloured lights, 2 amber, 
2 blue and 1 red. Amber represents a call from the lavatory, Blue represents a call from a 
Passenger and Red indicates a call from the cockpit or cabin crew
AIP
Attendant
Indication Panel
A panel that consists of written messages and visual indications (e.g. red or green lights) 
during emergency and non emergency situations
CIDS
Cabin 
Inter-Data 
Communications 
System
This controls and monitors most of the cabin systems e.g. lighting, passenger calls, cabin 
temperature etc. 
EVAC
CMD
Evacuation
Command
A button which activates the evacuation signalling system on the aircraft
FAP
Forward Attendant 
Panel
A panel/screen on the aircraft which is equipped to control certain functions e.g. systems, 
lighting in the cabin, galleys etc.
Boeing - Components of the Communication System
Initial Term Description
CACP
Cabin Area
Control Panel
A touch screen panel which is equipped with cabin functions such as controlling the lights, 
temperature and viewing the call bells etc
CMS
Cabin
Management 
System
This controls and monitors most of the cabin systems e.g. lighting, passenger calls, cabin 
temperature etc.
CSCP
Cabin System 
Control Panel
A panel used to control the entertainment system, cabin controls or maintenance on board 
the aircraft 
CSP Crew Switch Panel
A panel above every main crew jump seat containing switches e.g. evacuation, work lights 
etc.
MCL Master Call Light
An indication panel located in the ceiling, consisting of coloured lights, 2 amber, 2 blue and 
1 red. Amber represents a call from the lavatory, Blue represents a call from a Passenger,
Red indicates a call from cockpit or cabin crew.
General Components for All Aircraft
Initial Term Description
CI Cabin Interphone The communication/telephone system on board the aircraft
PTT Push To Talk A button on the interphone used to activate the passenger address system
PA
Public Address 
System
An announcement heard by all passengers
Initial Term Description
SU Service Unit
A panel which is located above the cabin crew jump seats which contains several functions 
such as the oxygen system compartment, reading lights
Emergency Equipment Terminology
Initial Term Description
INOP Inoperable Not functioning or working
ELT
Emergency
Locator
Transmitter
A Radio beacon - it is used to send a distress signal
EMK
Emergency
Medical Kit
A medical case which is stowed on board the aircraft containing multiple first aid items.
EPAS
Emergency Power 
Assist System
A system which is installed in the cabin doors on the B777 aircraft to assist the crew in 
opening the door in an evacuation
FAP First Aid Pouch A black medical bag containing certain first aid items
Halon A fire extinguisher that is used on board the aircraft
Lanyard A string or rope which can be used to reach, tie or connect equipment
IFE Cabin defect 
logbook
Assigned to each aircraft whereby any unserviceable or unacceptable items pertaining to 
the aircraft or the flight are recorded.
MRT
Manual Release 
Tool
A piece of equipment used to manually open the oxygen compartment on the Airbus 
aircraft
PBE
Protective
Breathing
Equipment
A device to protect you against smoke or toxic fumes. Also called a smoke hood
Power Assist
A system which is installed in the cabin doors on the Airbus Aircraft to assist the crew in 
opening the door in an evacuation.
PSI
Pounds per 
Square Inch
A measurement used to describe pressure
Pre-Flight
Check
A check which is carried out to all equipment and certain items on board the airport prior to 
departure
R406 Radio Beacon A Radio Beacon – it is used to send a distress signal
SRAK
Supplementary 
Slide Raft
Accessory Kit
A yellow bag on board the A/C which contains certain items for survival
Emergency Related Terms
Initial Term Description
ABP
Able Bodied
Passenger
A passenger who is able and willing to help you during an emergency situation
ALERT
Aircraft Type 
Procedures
Location of
Jump seats 
Responsibilities 
& Duties, Threat
A 30 second mental review that cabin crew carry out, prior to and during every take-off and 
landing phase of the flight
RTO Rejected Take-Off
When the aircraft is on the runway and is gathering speed, the captain uses the breaking 
systems to stop the aircraft from taking off, due to an emergency or abnormal situation
Crew Terminology
Initial Term Description
CAPT Captain The pilot in charge on board the aircraft
CCM
Cabin Crew 
Member
A person whose duty it is to take care of passengers on the aircraft and incorporate all the 
relevant safety procedures during the flight
DH/PCM
Deadhead or
Positioning Crew 
Member
A crew member on duty who is travelling on board the aircraft as a passenger to get from 
one station to another to commence a duty, or to return to base after a flight on which they 
have just operated
F/O First Officer He or she