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Cathay Ops A > 8.9 Passenger Handling > Flashcards

8.9 Passenger Handling Flashcards

1
Q

PIC PA must make reference to safety briefing by ISM.
ISM may do safety briefing without consult of PIC, if these three things satisfied:

A

1) doors are closed
2) PIC has made welcome PA
3) all passengers seated

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2
Q

If you intend to make PA after push back, you should inform ISM.
What is the latest she will wait before playing Safety video?

A

If PIC commences pushback without making PA, the ISM will start the safety briefing.

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3
Q

Should you say “ladies and gentlemen” during PA?

A

Doesn’t specifically say no, but it says that gender inclusive language should be used in PA’s.

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4
Q

In the event of technical or extended delays, when should the first PA be made and when to update?

A

The first PA should be within 30 minutes of delay start.
Updates no more than 30 min apart.

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5
Q

Ground delays require PA updates. How many minutes after engine start ?

A

If AC delayed more than 5 min after engine start, PA update.
Updates should be no more than 20 minutes apart.

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6
Q

USA and canada flights require an extra portion of PA…

A

It is a FAA requirement for me to tell you that all passengers shall not congregate in groups in any area of the cabin, especially around toilets or aisles.

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7
Q

What is EMI and what to do if encounter?

A

Electro magnetic interference.
Affects comm and nav systems.

If have confirmed or suspected EMI event, normally need all pax to turn it PED.

Comm with ism and PA

Requires ASR

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8
Q

What to do if passenger loses phone under seat?

A

-Do not move seat electronically or manually.
-Might crush and cause fire.
-May be necessary to move passenger.
-Inform flight deck.

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9
Q

Are small
Powered self balancing scooters allowed in cargo hold?

A

Not allowed in cabin or checked bag.

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10
Q

Medical scenario on ground, can PIC refuse?

A

8.9.1.5
Pic May refuse any person for reasons of safety or security without necessarily giving a reason.

Explanation may be required after.

Drugs or alcohol involved, company employee shall attempt to get written statement from independent witness.

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11
Q

If do a medical diversion for a specific passenger, but then they are ok, can they continue onwards?

A

Complete a MEDA clearance before allowed to continue on CPA

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12
Q

Who should you contact in the air if passenger sick, or flight crew sick?

A

Pax: MEDLINK (satcom)

Flight crew:
Duty Doctor through IOC
Or
MEDLINK

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13
Q

Can passengers travel with peanut allergy?

A

Required to contact cx for MEDA clearance at least 72 hours before.

Upgrading not an option as doesn’t solve issue.

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14
Q

Passengers with strange medical requests or issues, can ask if they have filed for a?

A

MEDA
Allows cx to check with physician if passenger fit to fly.

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15
Q

If suspected infectious decease, what should you do?

A

On ground and in flight, message MEDLINK.

38 degrees or greater AND one or more of many symptoms
8.9.1.5.4

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16
Q

If suspected infectious disease confirmed by MEDLINK, what is pilot next action?

A

Inform IOC and request they inform destination.
Pull out 8.9.1.5.4 for info required.

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17
Q

Near TOD and no time to call MEDLINK, what to do if suspect infect disease?

A

Worst case scenario, inform ATC “suspected case of infectious disease”

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18
Q

Medical emergencies, who should the cockpit crew contact?

A

MEDLINK, usually as phone patch through IOC.

Cabin crew will do by themselves through their air phone. If all attempts fail, they will request flight crew to do it.

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19
Q

Does the ism need to inform flight crew in case of medical emergency?

A

ISM shall inform flight crew and give regular updates.

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20
Q

Should you listen to medical practitioner on board, or MEDLINK?

A

MEDLINK

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21
Q

If medical diversion may be needed, what should pilots do?

A

Flight crew:
Give IOC our preferred diversion ports, time to get there and current position.

MEDLINK:
Best medical facilities.
(Suitability of airport rests on PIC)

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22
Q

Who should you contact in case of crew incapacitation?

A

IOC patch to:
CPA aviation medical doctor

23
Q

Diversion due to illness, requirement to send IOC what info?

A

ACARS to IOC:
Passenger details, destination, ETA

24
Q

How many government appointed doctors are there at HKIA?

A

1!

Therefore, if medical emergency, request ambulance via IOC or ATC.

25
Q

MEDLINK insists on a diversion airport; who has full responsibility of final airport chosen for diversion.

A

PIC sole responsibility of suitability of diversion airport.

26
Q

When should you contact MEDLINK?

A

Pax or crew:
Med problem, allergic reaction, epilepsy, burns to infants or children, which require further medical assist.

Crew member removed from duty due medical

Cabin crew had called for a doctor on board.

Following first aid

Suspected infectious disease

DETERMINING A PASSENGER FITNESS TO TRAVEL.

27
Q

Should the ism inform pic if any crew or passenger have been burned?

A

Yes. 8.9.1.5.8

28
Q

Prior to using the medical kit, what should be done?

A

Contact MEDLINK

Inform PIC

If med kit given to suitable person, and they want Indemnity form,
It can be signed by PIC at 8.9.1.5.10

29
Q

Does the apparent death of a passenger in flight warrant a diversion?

A

No.
Life saving purpose only.
Drop off dead body could mean huge problems with local police and investigation.

30
Q

Who should you inform if you have an apparent death in flight?

A

IOC
MEDLINK
Arriving ATC with ambulance, in order to pronounce dead.

31
Q

Should a passenger be pronounced dead in flight?

A

No.
Request ambulance on arrival.
Via MEDLINK or IOC

32
Q

Can passengers disembark if you have an apparent death in flight?

A

No.
Passenger or crew not allowed to leave until authorised by Port Medical Officer.

33
Q

Are passengers allowed to bring their own oxygen bottles?

A

No.
Only cx supplied O2 allowed.
Considered Dangerous Good.

8.9.6.1
Just know this is hear.

34
Q

UM or unaccompanied Minors is for what age?

A

6-18.

Different rules for
6-12
And
12-18 (can choose to be treated as adult)

Just
Know it’s here.

35
Q

Who is responsible for passengers requiring special assistance?

A

Airport staff will ensure regulations are complied with prior to accepting pax for carriage.

36
Q

What is CJR?

A

Customer Journey Recovery team.
(Within IOC)

Ism with call of:
Question about disability pax
Airport staff and cabin crew disagree

Pic has overriding decision over CJR but they should take all info into account.

37
Q

Wheelchair passengers and the type of wheelchair they have will be listed where?

A

ISM has the PIL (pax info list)

Section

38
Q

What to do if scenario where wheelchair passenger has battery powered wheelchair or mobility aid?

A

IMPORTANT:
Should be on load sheet and SI

Delegate.

Make it ISM and Ground staff problem.

Know there is section 8.9.2.6.2 in
ops A for definitions.

39
Q

What is the max battery power for lithium ION battery powered wheel chair?

A

Who cares!
Look it up.
8.9.2.6.2

40
Q

What should flight crew do if pax complaint directly about disability or mobility aids?

A

Refer them to ISM or station manager

41
Q

Can a flight crew decide to refuse a disable passenger?

A
  • should avoid getting involved. Listen and direct to appropriate person.

CAN refuse if safety or security a concern.
If so, submit CAR line operations with details.

42
Q

How will we know if we are carrying f a VIP?

A

ACARS report
And
PIL

43
Q

Can PIC upgrade someone?

A

AOM/MOD or PIC may upgrade before passenger boarding if:

Commercially important person

Or

Director of civil aviation of a country we fly to.

Or

If the PIC decides an upgrade is operationally necessary.

44
Q

8.9.2.10 delay or diversion
Delay apparent after passenger boarding, how long of a delay would warrant deplaning?

A

Expected to exceed 2 hours
(Consider deplaning)

45
Q

Arrival or departure on ground, delay expected to exceed 4 hours, what to do.

A

Consult IOC
Consider deplaning.

46
Q

In case of big ground delays, who should be involved in coordination?

A

ISM
IOC
Ground staff
Service providers

47
Q

Im event of diversion, should Pax get off.

A

No. Not at offline port delay or diversion.
Pic and ISM should developed a plan.
Consult IOC

48
Q

PA based on delay should be made when?

A

Within 30 min of start of delay.
Updates no more than 30 min.

49
Q

8.9.2.11
Offline diversion, can ask for provisions, like?

A

Turn around less than 5 hours
Meals
Phone
IFE

Greater than 5 hours
Meal phone IFE amenities
Holding lounge

Overnight:
See chapter

50
Q

Who has overall authority during diversion to offline port?

A

Pic

Liaise with IOC

51
Q

Is the ism required to inform PIC when passenger boarding commencing?

A

Yes.

Pic should inform ism asap if passenger boarding is to be delayed.

52
Q

Report of lost or stolen food onboard? Should pic report?

A

See 8.9.2.14
But yes, can report, send ACARS with relevant details.

53
Q

If passenger loses something and wants local authorities to get involved?
8.9.2.14

A

Many points, but make announcement saying nobody can get off and this is not the choice of CX.

54
Q

Can passenger use seat whose back seat cannot be locked?

A

Cannot be locked upright for take off and landing, passenger to be reseated.
Even if this means upgrade or downgrade.

Cathay Ops A (14 decks)

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