Oct 12, 2015
5/21/2018 Human Factors for Cabin Crew
1/18
Downloaded from www.avhf.com
AVIA 2100 - Week 8
Human Factors and Cabin Crew
5/21/2018 Human Factors for Cabin Crew
2/18
Downloaded from www.avhf.com
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
5/21/2018 Human Factors for Cabin Crew
3/18
Downloaded from www.avhf.com
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
5/21/2018 Human Factors for Cabin Crew
4/18
Downloaded from www.avhf.com
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 whenOH&S legislations does not cover
their work environment
5/21/2018 Human Factors for Cabin Crew
5/18
Downloaded from www.avhf.com
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
5/21/2018 Human Factors for Cabin Crew
6/18
Downloaded from www.avhf.com
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
5/21/2018 Human Factors for Cabin Crew
7/18
Downloaded from www.avhf.com
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 passengerhealth 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
5/21/2018 Human Factors for Cabin Crew
8/18Downloaded from www.avhf.com
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 bythe cabin crew
Cabin crew must also be trained to deal with
the deceased
Are cabin crew adequately prepared for this
role?
5/21/2018 Human Factors for Cabin Crew
9/18Downloaded from www.avhf.com
All cabin crew receive emergency procedures training both as
ab intiosand annually
Key areas are the management of evacuations, firefighting,
operating exits, teamwork and passenger management
Cabin crew as safety professionals
5/21/2018 Human Factors for Cabin Crew
10/18Downloaded from www.avhf.com
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
5/21/2018 Human Factors for Cabin Crew
11/18Downloaded from www.avhf.com
Cabin crew technical knowledge
Cabin crew dont know what they dont know
5/21/2018 Human Factors for Cabin Crew
12/18Downloaded from www.avhf.com
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
5/21/2018 Human Factors for Cabin Crew
13/18Downloaded from www.avhf.com
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 couldbe confusing
Neither crew seemed to understand each
others role and needs
Increased security post S11 has had a
negative effect on crew communication
5/21/2018 Human Factors for Cabin Crew
14/18Downloaded from www.avhf.com
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)
5/21/2018 Human Factors for Cabin Crew
15/18Downloaded from www.avhf.com
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
5/21/2018 Human Factors for Cabin Crew
16/18Downloaded from www.avhf.com
Aircraft emergencies
The ability of cabin crew to perform in an emergency is a
function of:
Training
Preparation
Crashworthiness
Leadership
Equipment
Experience
5/21/2018 Human Factors for Cabin Crew
17/18Downloaded from www.avhf.com
Aircraft emergencies
Experience of emergencies may be
very limited
Simulation facilities tend to bemuch less realistic than for flight
deck crew
Many airlines underestimate the
need for training to de-sensitisecrew
5/21/2018 Human Factors for Cabin Crew
18/18
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?