::: TACARE Report


Subject: Opinions on cabin service process
Time: 2013/09/25 Classification: Cabin
Brief Description:

The reporter stated that Company C has tried out a new service process since the other day. The cabin crew called it “3 crews 2 carts” (i.e. crew-cart-crew-cart-crew). When a D-type airplane flew the cross-ocean flight, because there were only 6 cabin crew members, there was no cabin crew guarding the two galleys and doors as all the cabin crew were trying out this service process. The whole meals and drinks service consumed more than 1 hour, the cabin crew found that the galley had been rummaged by passengers and some passengers even pour water for themselves (not knowing whether it was hot water or not).

The reporter thought that this practice has caused following worries: 1.the food in galley is in danger of being poisoned; 2. if someone try to open the exit door, no one can stop him; and 3. when emergency descent or clear air turbulence occurs, the cabin crew cannot promptly return to the galley, and the crew between two dining carts are in danger of being injured by the two carts. Therefore, the reporter hope that Company C can re-consider the new practice and should pay more attention to passengers and cabin crew’s safety than services.

TACARE Office:

Company C stated that their cabin crew have been trained to do all services, so no crew members are responsible for guarding the exit door and galley regularly. However, the relevant operation procedures for monitoring and controlling the cabin during the period at which the airplane is on the ground, passengers are boarding, services are being provided, and cabin crew are having rest by turns on long-haul flight, have been established and printed in the cabin crew operation manual, to guarantee the safety of cabin. The operation procedures for preventing and handling the light/medium and above turbulence are all contained in the manual.

The said service process in this case is the new one designed by Company C after consulting other airlines, in order to improve cabin services and competitiveness. At present the practice is still on trial. The operation and management department will carry out an overall assessment on December 31 after obtaining the extensive views of various parties, and then adjust related operation procedures in a way of giving consideration to both safety and service. However, given that operation risks may exist at any time on any flight, the company will continue to increase the crew’s situation awareness and obedience to SOP in CRM mechanism, so that they can make right judgment and handling to control potential risks.