Learning Objectives

• Understand different cabin design and services

• Examine cabin crew staffing levels and training

• Discuss the in-flight policy and service procedures

• Discuss issues of customer feedback

Introduction

On-board policy starts with the service concept adopted by each airline, as discussed in Chapter 3. Essentially, this encompasses all aspects of customer comfort during the flight and must also include all regulatory and other processes that the airline is obliged to follow. Policy, then, determines the procedures that will be followed during any flight. There are a great many areas to consider with regard to customer comfort. In this respect, meals and drinks on board are just one item within a long list, and need to be seen within the total context of the service concept, with an appreciation of the many constraints under which the food and beverage services have to operate. In essence, every aspect of the customers' needs and wants while under the care of the airline needs to be considered, and a decision made about the priority which will be given to each item. Such priority will, of course, vary from airline to airline. These differences are often the basis of the competitive stance an airline will take in relation to its rivals. There will even be differences within each airline, depending upon the type and duration of the flight. For example, the services available on a normal scheduled flight will be different from those on a charter, or the food and beverages provided on a long-haul,...