Flying conditions, such as turbulence, increase fear of flying. External forces, such as turbulence, can have a strong impact on the
movement of the airplane and this noticeable movement of the airplane can greatly increase the uneasiness of the passenger.
Factor 5: Terrorism
Terrorism, which has become a permanent threat to the aviation industry, has increased passengers’ fear of flying. Some passengers
are fearful that this threat might reoccur on their flight. This fear becomes disabling and can cause symptoms that are uncomfortable when flying.
The fear of flying, as with many other phobias and anxiety disorders are accompanied by certain physical symptoms. These symptoms are directly related to the state of anxiety and are not necessarily due to a medical or physiological illness. In recognizing the following physical and psychological symptoms, you will be able to help your passengers through their fear:
y Muscle tension and tremors y Heavy breathing and dizziness y Heart palpitations, chest pain y Abdominal discomfort y Sweating
y Flushed or Pale Face y Dry Mouth
y Impaired memory and poor judgment y Narrowed perception
Research shows that there are certain strategies that help cope with the fear of flying. These strategies are associated with behaviours and thoughts that accompany the fear. You can either use these strategies for yourself or suggest them to someone who is afraid of flying. For example,
Think about things other than the unpleasant situation and talk yourself through the bad feelings: Say to your self, “I’m thinking about going on that flight again and it’s still two days away. Let it go. Take a deep breath. Come on, get back to work.” ̘or, “Look! It’s a nice view from the window. Sitting here paralyzed won’t make the plane any safer.”
Remind yourself that you are doing the best you can and that progress takes time: ̘“Yes, I was very nervous the last flight. But since then I have learned some new techniques for coping with anxiety, I did the best I could. I’ll get better with practice”.
Give yourself credit for your own good sense: ̘“I’m not really helpless. I can take slow, deep breaths. I can practice relaxation techniques.”
Acknowledge your fear, and then challenge it: “OK. I will be afraid as I’m boarding. But have I ever run away from other problems before?
No.” or̘ ̘“OK. Maybe I will feel nervous. But I do have things I can do to relax. ̘Yes, I can imagine a lot of awful things that could happen. But the reality is that none of these things is likely to happen.”
These tips are based on “A Guide to Psychology and Its Practice”
http://www.guidetopsychology.com/fearfly.htm
Remember, the solution lies in identifying where your fear or anxiety is and addressing that.
Go see: For more information on dealing with a fear of flying,
including symptoms and treatment strategies, you can check out this website: http://www.guidetopsychology.com/fearfly.htm
Cabin crew should also be aware that they may encounter a critical incident at any time in their career which could manifest symptoms of fear of flying or Critical Incident Stress. Critical incidents could be emergency landings, death of a passenger on board, turbulence, aborted take off or landing and severe injury.
Experiencing trauma causes a shock to your system. Physical or emotional symptoms may not appear until days or weeks after the incident. It is important to recognize the symptoms associated with trauma, critical incidents or fear of flying in yourself and others so you can offer or seek assistance and support.
Progress Check
1. Airline travel is ____ times safer than driving an automobile.
17 24 29 54
2. List three of the five factors linked with fear of flying.
3. What are three symptoms related to the fear of flying?
Answer Key 1. 29
2. y Fear of heights y Loss of control y Flying conditions y Terrorism y Claustrophobia
3. y Muscle tension and tremors y Heavy breathing and dizziness y Heart palpitations, chest pain y Abdominal discomfort y Sweating
y Flushed or Pale Face y Dry Mouth
y Impaired memory and poor judgment y Narrowed perception
Lesson Summary
As a result, you can recognise when a passenger exhibits a fear of flying and respond in a way that will help ease his or her fears. There are many causes of fear of flying, mainly psychological trauma, lack of information and symbolic transference. Various fears such as fear of heights, closed spaces, loss of control, weather conditions and terrorism can also greatly contribute to an individual feeling unsettled about getting on an airplane. There are many physical symptoms that a passenger may exhibit that can demonstrate a fear of flying.
As a member of the cabin crew you will, at one time or another, encounter passengers that are afraid of flying. This knowledge will help you recognize when a passenger is excessively afraid of flying and hopefully will be able to offer them assistance and words of
Lesson Learning Objectives
Upon completion of this lesson you should be able to:
• Identify ways to recognise and anticipate needs of special passengers to make their flight pleasant,
comfortable, and safe.
• List the do’s and don’ts of what to say to special needs passengers without being condescending or offensive.
8.5 Passengers with Special Needs LESSON OVERVIEW
As cabin crew you will encounter many different people flying on board your aircraft for any given flight. Some of these passengers will have special needs, which can include unaccompanied
minors/children, passengers with mobility, speech, and hearing disabilities, pregnant women, and passengers with infants and children. It is your responsibility as cabin crew to make sure that the special needs of these passengers are met so that they have a comfortable and pleasant journey. You will also need to take certain steps to ensure that they are safe and prepared in the event of an emergency. This lesson provides you with information to help you recognize and anticipate the special needs of passengers. You will also learn about the dos and don’ts of what to say and do for passengers with special needs.
Before closing the doors of the aircraft and commencing taxi, the cabin crew is responsible for providing specific information that applies to passengers with special needs. These special briefings are crucial to provide passengers with special needs, the information that is crucial in case of emergency and gives them an opportunity to ask questions. If the need arises, appropriate assistance can be given so that these passengers are comfortable. For example pregnant women and passengers with infants and children require information on proper restraint and seatbelt positioning.
If an advanced copy of a Passenger Information List (PIL) has been made available in advance, the senior cabin crew may review and identify that information during the crew briefing. Once you have identified which passengers require special attention you may be assigned to give each of them an individual briefing prior to take off.
Individual briefings for passengers with special needs should include:
y Safety and emergency procedures
y Special instructions that would apply only to them y Cabin layout (nearest exit and nearest lavatory)
y Special equipment – passenger service unit, seat and seatbelt operation, call button
It is important to keep in mind that many of the passengers, who fall into the category of special travelers, are very capable, travel often and may require little if any assistance. Others may be first time fliers or very unfamiliar with the environment and stresses of traveling.
Follow these three simple steps to manage your passenger interaction with passengers with special needs:
y Introduce yourself y Be caring, and
y Ask questions about how you can assist them (don’t assume that they need help!)
Passengers with special needs and their escorts are offered the opportunity to pre-board. Those passengers that are physically incapacitated are asked to deplane after other passengers have left the aircraft. This allows passengers better assistance with
wheelchairs and equipment without blocking the aisles and therefore, is safer for all passengers and crew.
Guidelines for handling unaccompanied minors (UM)
Unaccompanied minor refers to a child traveling alone without parent or guardian, between the ages of 5 and 12. The airline is responsible for the safe arrival of the child to the next carrier or to the destination as arranged by the parent or guardian. Documentation is provided along with the child’s ID and ticket that is given to the senior cabin crew. Airlines will also often provide specialized easy identification tags that are to be worn by the UM. Every airline has detailed procedures on document completion, responsibilities and the procedures on arrival.
ABC AIRLINES
FULL NAME AGE SEX LANGUAGES SPOKEN
OF MINOR
Given Name(s) Nickname Family or Surname PERMANENT ADDRESS
AND TELEPHONE No.
OF MINOR FLIGHT DETAILS
FLIGHT NO. DATE FROM TO
FLIGHT NO. DATE FROM TO
FLIGHT NO. DATE FROM TO
PERSON SEEING OFF ON DEPARTURE — Name, Address and Telephone No.
PERSON MEETING AND SEEING OFF AT STOPOVER POINT — Name, Address and Telephone No.
PERSON MEETING ON ARRIVAL — Name, Address and Telephone No.
SIGNATURE FOR RELEASE OF MINOR FROM AIRLINES’ CUSTODY
DECLARATION OF PARENT GUARDIAN
1. I confirm that I have arranged for the above mentioned minor to be accompanied to the airport on departure and to be met at stopover point and on arrival by the persons named. These persons will remain at the airport until the flight has departed and/
or be available at the airport at the scheduled time of arrival of the flight.
2. Should the minor not be met at stopover point or destination, I authorize the carrier(s) to take whatever action they consider necessary to ensure the minor’s safe custody including return of minor to the airport of original departure, and I agree to idemnify and reimburse the carrier(s) for the costs and expenses incurred by them in taking such action.
3. I certify that the minor is in possession of all travel documents (passport, visa, health certificate, etc.) required by applicable laws.
4. I the undersigned parent or guardian of the above mentioned minor agree to and minor named above and certify that the information provided is accurate.
Name, Address and Telephone No.
SIGNATURE Date AIRLINE STAFF IN CHARGE OF MINOR WHILST IN THEIR CUSTODY
ESCORT AT THE DEPARTURE AIRPORT ESCORT AT TRANSFER POINT No. 1 *
Name Name
Department/Airline code Department/Airline code
ESCORT IN FLIGHT ESCORT IN FLIGHT
Name Name
From/To From/To
Department/Airline code Department/Airline code
ESCORT AT ARRIVAL AIRPORT ESCORT AT TRANSFER POINT No. 2 *
Name Name
Department/Airline code Department/Airline code
SPECIAL INSTRUCTIONS, IF ANY ESCORT IN FLIGHT
(to be completed by issuing office) Name
From/To Department/Airline code
ESCORT AT STOPOVER POINT TO PERSON MEETING*
Name
Department/Airline code
ESCORT AT STOPOVER POINT ON DEPARTURE*
Name
Department/Airline code
*Remove from set if not applicable Distribution
This is a sample of the form that an unaccompanied minor will have upon boarding a flight.
Here is a list of common procedures to be used for UMs:
y UMs are seated where they can be easily seen by the cabin crew during the entire flight.
y UMs must never be allowed to deplane or go into the airport unaccompanied.
y The person who meets the child upon arrival must provide identification and be the person listed on the request for carriage and handling document.