ENGLISH FOR INITIAL FA

INTRODUCTION TO FLIGHT CREW

Good morning, Captain! I am Grace.
I am from batch ….
I am flying with you to Singapore today.

Good morning! Could you spell your name, please?

I have to input your name on my flight plan.

All right Captain. G-R-A-C-E (space) B-U-N-C-H. Golf-Romeo-Alpha-

Charlie-Echo (space) Bravo-Uniform-November-Charlie-Hotel
(shaking hands)
I am Peter Johnson. It’s nice to meet you, Grace.

Nice to meet you too, Captain Johnson.

Please call me Peter
Alright, Captain Peter.
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REAR / AFT
15 - 20

1F 1D
AISLE
1C 1A
AISLE
WINDOW MIDDLE WINDOW
7 - 12

FORWARD
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HELP THE PASSENGER’S SEAT

Good afternoon, miss!
Welcome aboard Wings Air
Good afternoon, miss.
May I see your boarding pass , please?
Yes, of course. Here you are!

Thank you very much, miss Walter. Your seat is 12C.

It is an aisle seat, at the middle cabin, left hand side.
My colleague over there will assist you.
Very well. Thank My pleasure, miss. This is
you. your boarding pass. This way,
please. Have a nice flight.
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Selamat (pagi/siang/malam), (Bapak/Ibu). Sebelumnya terima kasih telah terbang bersama Wings Air
Perlu saya informasikan bahwa karena (Bapak/Ibu) duduk di dekat /jendela) darurat, maka saya minta agar
(Bapak/ibu) membaca kartu petunjuk keselamatan dan kartu briefing yang terdapat pada kantung kursi di
depan anda dengan seksama. Saat keadaan darurat anda bertugas membuka /jendela) darurat ini. Apakah
anda bersedia? (Jika ya: Terima kasih atas kerjasamanya, jika tidak: baik, Saya akan memindahkan
(bapak/ibu) setelah pengarahan ini).
Cara pengoperasian jendela darurat dapat dilihat pada bagian ini (FA menunjukkan bagian cara
pengoperasian (pintu/jendela) darurat di safety card)
ATR 72: (Window): Tarik ke dalam pegangan atas dan bawah secara bersamaan dan buang keluar.
Harap tidak menyentuh bagian apapun dari jendela darurat ini tanpa adanya instruksi dari awak kabin
kami.
Nama saya ... Saya bekerja di kabin bagian depan. Jika anda membutuhkan bantuan, silakan menekan
tombol (di atas Terima kasih atas perhatiannya dan selamat menikmati penerbangan ini.

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(Good morning/afternoon/evening, Ladies and Gentlemen. Thank you for flying with WINGS AIR
today. May I have your attention, please? Since you are sitting by the emergency window, it is
necessary for you to read the safety instruction card and the briefing card available inside your
seat pocket thoroughly. In an event of emergency you might be asked to open this window.
Will you be willing to help? (If YES :*Thank you for your cooperation) (If NOT reseating
passenger)*I will reseat you after this briefing
This window is to be used ONLY in emergency situation // This part (showing the part of operation
of the exit/window on safety instruction card) will show you how to open this emergency
exit/window.
To open the window :
 Pull upper and lower handle inward and throw the exit outside
Please do not touch any part of this window without instruction from the cabin crew
If you need any assistance, please press the button above you. My name is … I will be working in
the forward cabin. Thank you for your attention and have a nice flight

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BRIEFING MOTHER WITH INFANT
Selamat pagi bapak /Ibu.
Sebelumnya terima kasih telah terbang bersama Wings Air.
Ini adalah baju pelampung untuk anak anda. Baju pelampung ini hanya digunakan dalam
keadaan darurat. Harap jangan membuka bungkusnya atau mengembangkannya kecuali
jika terjadi keadaan darurat. (Letakan pada kantung kursi) Permisi Ibu….saya letakkan
baju pelampung ini di kantung kursi di depan Ibu,
Ini adalah sabuk pengaman tambahan untuk anak anda. (Bantu mengenakan infant seat
belt) Boleh saya bantu..Apakah sudah cukup erat dan nyaman .
Setelah mendarat saya akan mengambil baju pelampung dan sabuk pengaman ini
kembali. Harap tinggalkan di kursi anda sebelum keluar dari pesawat.
Nama saya ..... Saya bekerja di kabin bagian depan .
Jika anda membutuhkan bantuan, silahkan menekan tombol di atas anda.
Terima kasih atas perhatiannya dan selamat menikmati penerbangan ini.

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BRIEFING MOTHER WITH INFANT

Good morning/afternoon/evening, sir/ Madam. Thank you for flying Wings Air.
This is an infant life vest for your child.The life vest is only for emergency use.
Please do not tear off the cover or inflate the life vest except in emergency situation.
(Put the infant life vest on the seat pocket). Excuse me, I will put it in the seat pocket in
front of you.

This is an additional seat belt for your child. (Help the parent don the seat belt) May I
help you to don It ?..Is it tight and comfortable enough ? I will collect the life vest and the
seat belt once we land.

Please leave them on your seat before leaving the aircraft.

If you need any assistance, please press the button above you.
My name is … I will be working in the forward cabin.
Thank you for your attention and have a nice flight.

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BIG BAGGAGE
FA : Excuse me, Madam. Is this your bag?
Pax: Yes, that’s mine.
FA : I’m afraid your bag is too big to fit in the overhead
compartment. We need to put it in the cargo compartment.
Are there any valuable items inside?
Pax: Yes, there is.
FA : Please take your valuable items from your bag, madam.
May I have your boarding pass please. What is your last
destination?
Pax: Palembang.
FA : I will call our ground staff to put your bag to the cargo compartment. Wait for a few minutes,
madam.
--- then later ---
FA : Excuse me, madam. Here are your boarding pass and baggage label. You may take your baggage in
the arrival hall when you arrive in Palembang. Thank you for your cooperation. Have a nice flight.

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CHANGE SEAT FROM EXIT ROW

Excuse me, madam. I’m sorry to bother you. I’m afraid we

need to change seat for you and your baby to the other
seat.
Why? I like this seat.

This is an exit row. The person sits here must be able to

help the crew in case of emergency. Therefore, you and
your baby cannot sit here.

Oh, I see.

Could you wait for a few minutes, madam? I will try to

find other passengers to change seat with you.
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FIND OTHER PASSENGER TO CHANGE SEAT

(ON EXIT ROW) – SCENE 1
Excuse me, sir. I’m sorry to bother you, but I need your help. There is a
passenger with infant sitting in the exit row but he/she is unable to help
the crew in case of emergency. Would you mind changing seat with
her?
No I don’t mind.

Thank you for your cooperation, sir. That’s very kind of

you. Could you follow me, sir. (helping passenger with his
bags). May I put your bag in the luggage bin, sir? Please
wait for a moment!

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FIND OTHER PASSENGER TO CHANGE SEAT

(ON EXIT ROW) – SCENE 2
---------- (Back to mother with infant) -----------
Excuse me, madam! Your new seat number is .... Could you follow me?
Please step aside and wait for a moment!
---------- (Back to the available passenger who is willing to help) -----------
Thank you for waiting, sir. This is your seat. Have a seat, please!
Thank you for your cooperation and have a nice flight.
---------- (Back to mother with infant) -----------
May I help you with your bag, madam? Let me show you your
seat! (At the new seat)
This is your seat, madam. Have a seat, please! May I put your bag
in the luggage bin? Thank you for your cooperation. Have a nice
flight! 11
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CHANGE SEAT OF PASSENGER WITH INFANT

FROM THE SEAT WITHOUT OXYGEN MASK
Excuse me, madam. I’m afraid we need to change your
seat and your baby to other seat because now you are
sitting in the row seat with no extra oxygen mask for your
baby.
All right
Could you wait for a few minutes? I will try
to find another passenger to change seat
with you. We apologize for the
inconvenience.
Sure.

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FIND OTHER SEAT FOR PASSENGER WITH INFANT ON
ROW SEAT WITHOUT EXTRA OXYGEN MASK – SCENE 1
Excuse me, sir. I’m sorry to bother you. There is a passenger
with her baby sitting at row seat without extra oxygen mask
for her baby. Do you mind if I change your seat to number
9C?
Yes, I do mind Alright, sir. (then find other passenger)
Excuse me, sir. There is a passenger with her baby
sitting at row seat without extra oxygen mask for her
baby. Do you mind changing your seat to number 9C?

Ok , never mind /No I don’t mind

Thank you for your help, sir. That’s very kind of you.
Could you follow me, sir (helping passenger with their
bags) 13
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FIND OTHER SEAT FOR PASSENGER WITH INFANT ON
ROW SEAT WITHOUT EXTRA OXYGEN MASK – SCENE 2
---------- (Back to mother with infant) -----------
Excuse me, madam! Your new seat number is .... Could you follow me?
Please step aside and wait for a moment!
------- (Back to the available passenger who is willing to change) --------
Thank you for waiting, sir. This is your seat. Have a seat, please! Thank
you for your cooperation and have a nice flight.
---------- (Back to mother with infant) -----------
May I help you with your bag, madam? Let me show you your
seat!--------(At the new seat)
This is your seat, madam. Have a seat, please! May I put your bag
in the luggage bin? Thank you for your cooperation. Have a nice
flight! 14
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WRONG SEAT (SCENE 1)

Excuse me, madam. You are blocking the aisle.
Could you just step aside so other passengers can
pass by? (the pax steps aside)
Thank you very much. May I help you, madam?

My seat is 12C but somebody is sitting there.

May I see your boarding pass, please?

Please wait for a moment. I will check with the
other passenger.

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(SCENE 2)
Excuse me, madam. May I see your boarding pass, please?
Sure, here you are. Is there any problem, miss?

I’m afraid you’re in the wrong seat. Your seat is 15A. This is
12C which belongs to that lady.

Oh I see.
Could you follow me, please? Step aside
please and wait for a moment.
---------- (Back to the standing passenger)--------------
Excuse me, madam. Thank you for waiting. You may take your
seat now. May I help you to put your bag in the luggage bin?

Please.
Here is your boarding pass, thank you and enjoy
your flight! 16
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(SCENE 3)
Excuse me, madam. Could you follow me, please? May I
help you with your bag?
No. Thank you.
---------- (direct passenger to her seat)--------------
Excuse me, madam. This is your seat. Have a seat, please.

Thank you, miss.

My pleasure, madam. Here is your boarding pass,

thank you and have a nice flight!

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DOUBLE SEAT (SCENE 1)

Excuse me, sir. You are blocking the aisle. Could you
just step aside so other passengers can pass by?
(the pax steps aside)
Thank you very much. May I help you, sir?

My seat is 12C but somebody is sitting there.

May I see your boarding pass, please?

(the pax gives his boarding pass)
Please wait for a moment. I will check with the
other passenger.

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(SCENE 2)
Excuse me, madam. May I see your boarding pass, please?

Sure, here you are. Is there any problem, miss?

I’m afraid you’re in the double seat. I will ask the ground staff to
check it on the manifest. Please wait for a few minutes!
---------- (Back to the man) ----------
Excuse me, sir. Thank you for waiting. There is a double
seat here. So I will ask the ground staff to check your seat
on the passenger manifest. Could you follow me, please?
(Direct pax to forward/aft galley or mid exit)
Please wait here for a few minutes! I will ask the ground
staff to check your seat on the manifest.

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(SCENE 3) ---------- (Back to the man) ----------

Thank you for waiting, sir. Your new seat number is 16F. Could you
follow me, please? May I help you with your bag, sir?
(FA directs pax to his new seat)
This is your new seat, sir. Have a seat, please. May I put your bag in the
luggage bin? Excuse me, sir.
(FA puts pax’s bag in the luggage bin)
Here is your boarding pass.
(FA gives boarding pass to the pax)
I do apologize for this inconvenience. Thank you for your cooperation
and have a nice flight.
---------- (Back to the woman) ---------
Excuse me, madam. - Thank you for waiting. You may have a seat here.
Enjoy your flight.
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PREPARATION BEFORE TAKE-OFF/LANDING
Excuse me, we are going to take-off soon.
Excuse me, we are going to land shortly
Could you …, please?
• fasten your seat belt,
• put your seat back up-right,
• stow/lock your tray table,
• return your armrest,
• stow your footrest,
• open the window shutter,
• turn off your electronic device,
(baggage obstruct the aisle)
• put your bag under the seat in front of you
(baggage obstruct the exit)
•May I put your bag in the luggage bin because this
area must be clear from any obstacles before
takeoff/landing ?
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BAD WEATHER
Excuse me, madam. We are flying in a bad weather.
You need to return to your seat.

But I need to use the toilet.

You may do so after the fasten seatbelt sign is off.

It is unsafe to be standing around.

I cannot hold it anymore.

All right, madam. But please be careful!

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OFFERING MEALS TO FLIGHT CREW
(through the interphone)
Captain, this is Grace speaking. It’s lunch time. Would you like to eat now?
Yes, I’m rather hungry. What do you have, Grace?

The menu for today are chicken barbecue sauce with fried noodle and
beef teriyaki sauce with steamed rice. Which do you prefer?
I’ll have the beef
How about the drink?
Could I have some coffee, please?

Certainly. How do you take your coffee?

Two (sachets) of sugar, one (sachet) of creamer.

Very well, captain. I’ll prepare your food and drink. (3 minutes later) Captain, this
is Grace, I’m bringing your meal and beverage. May I enter the cockpit?

Yes, sure. Please come

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OFFERING MEALS TO FLIGHT CREW
(FA opens the cockpit door by pressing the code, enters the cockpit without
interrupting or saying anything until the cockpit crew gives the response)
Excuse me, capt. Here is your meal and your drink.
Enjoy your meal, capt!
------- (Then FA offers only drinks to the first officer) -----
Excuse me, sir. Would you like something to drink? We have
coffee, tea, orange juice, soft drink and mineral water.
Could I have orange juice, please?
Would you care for ice, sir?
Yes, please.

All right, sir. I’ll prepare your drink. (3 minutes later) Excuse
me, sir. Here is your orange juice. Enjoy your drink.
Thank you, Grace.
You’re welcome,
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sir.
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OFFERING MEALS TO FLIGHT CREW
(Back to the captain)
Excuse me, capt. Did you enjoy your meals,Capt ?
Yes, I did. It’s delicious.
Would you like some more drink, capt ?

Yes. Mineral water, please.

Excuse me, capt. Here you are. Have you finished with your lunch, capt?

Yes, I have.
May I take your tray and glass, please?

Please. Thank you, Grace.

You’re welcome, capt. Do you need anything from the galley?

No. Thank you, Grace.

All right, captain. I will get back to work.

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OFFERING MEALS AND BEVERAGE TO PASSENGER
Excuse me. We will serve breakfast/lunch/dinner. May I open the
Yes, please. table, please? (Only for pax on aisle and middle seat)

We have 2 choices of menu. They are beef curry with steamed rice and chicken
braised in coconut milk with steamed rice. Which one would you like?

I’ll have the All right, sir/madam. Here you are! What about the drink?
chicken, please. We have kinds of drink. There are mineral water, orange or
apple juice, and soft drink. Which would you prefer?

Can I have some apple juice, please?

Of course. With ice?
Just a few, please.
Here is your drink, sir/madam. Enjoy
your breakfast/lunch/dinner/meals.

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OFFERING MEALS AND BEVERAGE TO PASSENGER
Excuse me. Would you like some more drink ?
Yes, please. Orang juice / mineral water/ coffee

Excuse me, Here you are. Enjoy your drink.

Have you finished with your meals? May I take your tray/box.?

Yes, I have
please.

Have you finished with your drink? May I take your glass?

Yes , Thank You Miss

My pleasure, Enjoy your time

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OFFERING SKY SALE PRODUCTS TO PASSENGER
Excuse me. Would you like to buy something from the sky
sales? We have snacks, drinks, hot meals and souvenirs.
Yes. May I see the T Would you like to take a look?
shirt please ?
Yes. Here you are, madam.
What color and size
do you have? We have red, black and blue color,
madam. All items are free size.

All right. I will take the red and blue. For the hot meals, I
want two ebi katsu with fried rice and two hot tea.
How much do they cost?

The total price is three hundred and ten thousand Rupiahs

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OFFERING SKY SALE PRODUCTS TO PASSENGER

Here is the money. Four hundred thousand Rupiahs.

Thank you very much, madam. These are your

purchase but I am sorry, madam. Do you have a
fixed cash. We have short of change.
I don’t have any, miss.
Please wait for a few minutes. I will get the
change.
(a few minutes later)
Excuse me, madam. Thank you for waiting. Here is
your change. Ninety thousand Rupiahs. Thank you
for buying our sky sale products. Enjoy your
purchase
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EXPRESSIONS
• Is there anything else, madam/sir?
• The total price (amount) is ...
• Do you have a fixed cash, madam/sir?
• I’m so sorry, madam. We have run out of that item. May I
suggest …
• Here is your change, madam/sir.
• Thank you very much and enjoy your purchase, madam/sir
• Thank you for buying our sky sale products
• I am sorry, madam. We do not accept credit cards
 ENGLISH FOR INITIAL FA
 Thank you for flying Lion Air/Batik Air/Wings Air.
FAREWELL  Good bye/See you again.
 Welcome to … (the city).
 Fly again with us.
 Enjoy your holiday.
 Thank you for choosing Lion/Batik/Wings Air.
 Please be careful, sir/madam. It is slippery outside.

FOR BUSINESS CLASS PASSENGERS

 Good bye, Mrs. Mirna. Hope you’ll fly with us again
and have nice day/trip.
 Good bye, Mr. Jaya. It was a pleasure having you
on board. Hope you will enjoy your stay in
Indonesia.
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PRACTICE
READING ANNOUNCEMENT TEXTS
1. BOARDING
2. AFTER TAKE OFF
3. BAD WEATHER
4. HEAD SET/SKY SALES
5. BEFORE LANDING
6. AFTER LANDING

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Final check
INTRODUCTION TO COCKPIT CREW

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Speaking
Test

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1. Boarding
2. Big Baggage
3. Wrong seat / double seat
4. Reseating Mother with infant from exit /
from row seat without extra O2 mask
5. Preparation before Take Off/Landing
6. Bad Weather
7. Offering Meals and Drinks toFlight Crew /
Passenger
8. Offering Sky sale
9. Farawell 35
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Post test
Listening,
Reading and
Video

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