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AVIA 2100 - Week 8
Human Factors and Cabin Crew
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Cabin crew
Cabin crew are an integral part of the aircraft operating crew

Their role is primarily concerned with safety even though
service may take up the majority of their time
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Cabin crew
Cabin crew are the public face of safety within the airline
environment

The actions and lead of cabin crew will have a significant
effect on customer behaviour
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Cabin crew as employees
Cabin crew are employees working
in a hostile environment

On average, there are more lost-
time injuries suffered by cabin crew
than byJoggers

Injuries to cabin crew are a serious
issue for most airlines even when
OH&S legislations does not cover
their work environment
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Cabin crew as employees
Hazards encountered by cabin crew include

Lifting injuries (pax, luggage, catering trolleys)
Burns and scalds
Turbulence related injuries
RSI
DVT
Food poisoning
Sunburn (lifestyle)
Violent acts by passengers
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Cabin crew as employees
Hazards can be mitigated in a number of ways:

Procedures
No service during turbulence
Lifting protocols
Reporting systems

Ergonomics
Design of lifting harnesses
Design of galleys
Design of uniforms
Design of repeatedly used equipment e.g. trays
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Cabin crew as safety professionals
Cabin crew have a safety role to play both in
flight and in the event of an accident

In flight, the safety role can cover passenger
health as well as aircraft emergencies

A level of medical training is given to all
cabin crew and equipment is carried on board

The changing demographics of travelers has
placed new pressure upon this role
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Cabin crew as medical experts
All cabin crew are expected to be able to
provide assistance to doctors on board or to
3rd party medical services such as MedAir

Some airlines carry defibrillators for use by
the cabin crew

Cabin crew must also be trained to deal with
the deceased

Are cabin crew adequately prepared for this
role?
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All cabin crew receive emergency procedures training both as
ab intios and annually

Key areas are the management of evacuations, firefighting,
operating exits, teamwork and passenger management
Cabin crew as safety professionals
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A number of accidents have highlighted the critical role that
cabin crew can play in flight

Lack of technical knowledge has been shown to be an issue
Cabin crew as safety professionals
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Cabin crew technical knowledge
Cabin crew dont know what they dont know
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Cabin crew and CRM
Many airlines now have either separate or integrated CRM
courses for cabin crew

For some carriers, this was a late development

The two cultures could be very different and communication
was often very poor or non-existent
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Cabin crew and CRM
The flight deck door was generally seen
as a barrier to communication, or indeed
an excuse

The concept of a sterile cockpit could
be confusing

Neither crew seemed to understand each
others role and needs

Increased security post S11 has had a
negative effect on crew communication
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The life of cabin crew
Several human factors issues are associated with the lifestyle
including;

Party-hard mentality
Exposure to disease
Isolation
Unsociable hours
Pace of work
Sleep loss / disturbance
Workplace injury
Sexuality (STDs, discrimination, harassment)
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Aircraft emergencies
Up to 70% of aircraft accidents are now survivable

Assertive cabin crew can expedite emergency evacuations

Commercial pressures threaten crew complements (1: 36 to 1:50)

Passengers look to cabin crew for their lead
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Aircraft emergencies
The ability of cabin crew to perform in an emergency is a
function of:

Training
Preparation
Crashworthiness
Leadership
Equipment
Experience
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Aircraft emergencies
Experience of emergencies may be
very limited

Simulation facilities tend to be
much less realistic than for flight
deck crew

Many airlines underestimate the
need for training to de-sensitise
crew
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The future?
Increased pressure from aging
population and increased cabin
crew to passenger ration

Increasing threat of inflight
violence

Larger aircraft - more difficult to
communicate

Increase in survivable accidents?