NCS, National Competency Standard………… 10

CHAPTER 1 Boarding & Ground Service 27

1. Boarding… ………………………………………… 30
2. Baggage securing…………………………………… 41
3. Seating arrangement… …………………………… 50
4. Ground service……………………………………… 62
5. Preparing for take-off… …………………………… 75

CHAPTER 2 In-flight Service 87

1. Beverage and meal service………………………… 90
2. In-flight sales………………………………………… 110
3. Handling complaints and requests… …………… 123
4. Entry documents…………………………………… 138

CHAPTER 3 Service before Landing 147

1. Preparation for landing… ………………………… 150

CHAPTER 4 After Landing 161

1. Arrival………………………………………………… 164

CHAPTER 5 Handling Sick Passengers 173

1. Handling sick passengers………………………… 1

Answer Keys………………………………………… 187