FLIGHT STANDARD

OPERATING
ATTENDANT
PROCEDURES
MANUAL

SECTION 3

STANDARD OPERATING PROCEDURES

TABLE OF CONTENTS
Block Page
Introduction ........................................................................ 3-00.......... 08
Definitions .......................................................................... 3-05.......... 01
Flight Crew.................................................................... 3-05.......... 01
Cabin Crew ................................................................... 3-05.......... 01
Cabin Crew 1 (CC1) ..................................................... 3-05.......... 01
Cabin Crew 2 and 3 (CC2/CC3) ................................... 3-05.......... 01
Over Wing Emergency Exits......................................... 3-05.......... 01
Philosophy of Operation .................................................... 3-10.......... 01
Passenger Priority ........................................................ 3-10.......... 01
Operational Quality Control .......................................... 3-10.......... 01
Company Environment ................................................. 3-10.......... 02
Cabin as a Social Environment .................................... 3-10.......... 02
Team Mentality ............................................................. 3-10.......... 02
Rules are for Real......................................................... 3-10.......... 03
Cabin Equipment Usage............................................... 3-10.......... 03
Authority of the Cabin Crew.......................................... 3-10.......... 03
Company Policy Regarding Drugs and
Medical Aspects ................................................ 3-10.......... 04
Corporate Knowledge................................................... 3-10.......... 04
Crew Coordination ........................................................ 3-10.......... 04
Attitude Towards Passengers....................................... 3-10.......... 04
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Operating Policies ..............................................................3-15 .......... 01

Flight Attendant Manual ................................................3-15 .......... 01
Information Flow From the Cabin to the
Cockpit and Vice-versa......................................3-15 .......... 01
Positioning of the CC1 ..................................................3-15 .......... 03
Admittance of Staff Onboard ........................................3-15 .......... 04
Cabin Documents .........................................................3-15 .......... 04
Communications with the Flight Crew ..........................3-15 .......... 05
Cabin Crew at their Stations During Taxi,
Takeoff and Landing ..........................................3-15 .......... 05
Cabin Crew Meals.........................................................3-15 .......... 05
Flight Crew Meals .........................................................3-15 .......... 05
Minimum Passenger Catering ......................................3-15 .......... 06
Passenger Boarding and Deboarding ..........................3-15 .......... 06
Smoking in the Lavatories ............................................3-15 .......... 06
Door Operation .............................................................3-15 .......... 07
Weapons.......................................................................3-15 .......... 07
Jewelry..........................................................................3-15 .......... 08
Diplomatic Mail..............................................................3-15 .......... 09
Canes, Wheelchairs and Strollers ................................3-15 .......... 09
Blind Persons................................................................3-15 .......... 09
Special Passengers ......................................................3-15 .......... 09
Pregnant Women ..........................................................3-15 .......... 09
Passengers with Health at Risk ....................................3-15 .......... 10
Carriage of Stretcher Patients ......................................3-15 .......... 10
Items that Cannot be Carried in the
Passenger Cabin ...............................................3-15 .......... 10
Cockpit Access .............................................................3-15 .......... 11
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Sterile Cockpit............................................................... 3-15.......... 11

Extended Overwater Operation .................................... 3-15.......... 11
Fuelling with Passengers Onboard .............................. 3-15.......... 11
Locking the Galley Container after Landing ................. 3-15.......... 12
Normal Procedures............................................................ 3-20.......... 01
Presentation.................................................................. 3-20.......... 01
Crewmember Baggage................................................. 3-20.......... 01
Additional Safety Procedures Related to
Crewmember Baggage.................................... 3-20.......... 02
Preflight Activities Briefing ............................................ 3-20.......... 02
Emergency Equipment Check ...................................... 3-20.......... 03
Cockpit Emergency Equipment Location ................ 3-20.......... 04
Forward Emergency Equipment Location ............... 3-20.......... 05
Aft Emergency Equipment Location ........................ 3-20.......... 07
Passenger Cabin Check............................................... 3-20.......... 08
Lighting .................................................................... 3-20.......... 08
Flight Attendant Panels ........................................... 3-20.......... 08
Emergency Lighting................................................. 3-20.......... 08
PSU and Smoke Detectors ..................................... 3-20.......... 08
Escape Slide and Door Pressure Gauges .............. 3-20.......... 08
Ventilation/Refrigeration .......................................... 3-20.......... 09
Cabin Dividers ......................................................... 3-20.......... 09
Communications Systems....................................... 3-20.......... 09
Galley Check ........................................................... 3-20.......... 10
Lavatory Check........................................................ 3-20.......... 10
Boarding of Passengers ............................................... 3-20.......... 11
Hand Luggage ......................................................... 3-20.......... 12
Infant........................................................................ 3-20.......... 13
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Preparing for Takeoff ....................................................3-20 .......... 14

Doors and Slides .....................................................3-20 .......... 14
Before Takeoff Announcement................................3-20 .......... 14
Emergency Procedures Demonstration...................3-20 .......... 14
Electronic Devices ...................................................3-20 .......... 15
Check Before Takeoff ..............................................3-20 .......... 16
During the Flight............................................................3-20 .......... 18
Preparing for Landing ...................................................3-20 .......... 19
Taxi and Deboarding ....................................................3-20 .......... 20
Deboarding Positioning.................................................3-20 .......... 20
Emergency/Abnormal Procedures .....................................3-25 .......... 01
Emergency Landing Procedures (Planned)..................3-25 .......... 01
Introduction ..............................................................3-25 .......... 01
Communications ......................................................3-25 .......... 01
Emergency Landing Announcement .......................3-25 .......... 02
Fwd/Aft Stations and Overwing Emergency Exits ...3-25 .......... 03
Overwing Briefing ....................................................3-25 .......... 03
Cabin .......................................................................3-25 .......... 03
Galleys .....................................................................3-25 .......... 04
Lavatories ................................................................3-25 .......... 04
Able Bodied Assistant..............................................3-25 .......... 04
Able Bodied Assistant Briefing ................................3-25 .......... 04
Task Sharing............................................................3-25 .......... 04
After Cabin Preparation ...........................................3-25 .......... 05
Cabin Crew Protective Position ...............................3-25 .......... 05
30-Second Review...................................................3-25 .......... 08
After Landing ...........................................................3-25 .......... 09
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Emergency Landing Procedures (Unplanned) ............. 3-25.......... 10

Evident Evacuation.................................................. 3-25.......... 11
Evacuation Procedures and Techniques...................... 3-25.......... 11
Ditching Procedures (Planned)..................................... 3-25.......... 15
Ditching Announcement .......................................... 3-25.......... 16
Fwd/Aft Stations and Overwing Emergency Exits... 3-25.......... 17
Overwing Briefing .................................................... 3-25.......... 17
Cabin ....................................................................... 3-25.......... 17
Galleys..................................................................... 3-25.......... 18
Lavatories ................................................................ 3-25.......... 18
Able Bodied Assistant ............................................. 3-25.......... 18
Able Bodied Assistant Briefing ................................ 3-25.......... 18
Task Sharing ........................................................... 3-25.......... 19
After Cabin Preparation........................................... 3-25.......... 19
Cabin Crew Protective Position............................... 3-25.......... 20
After Water Landing ................................................ 3-25.......... 20
Ditching Procedures (Unplanned) ................................ 3-25.......... 21
Evacuation Water Landing
Procedures and Techniques................................... 3-25.......... 21
Rejected Takeoff and Go Around ................................. 3-25.......... 24
Turbulence.................................................................... 3-25.......... 25
Rapid Deplaning ........................................................... 3-25.......... 25
Smoke Filled Cabin ...................................................... 3-25.......... 26
Fire Fighting Procedures .............................................. 3-25.......... 26
Decompression............................................................. 3-25.......... 28
Violent or Unruly Passenger......................................... 3-25.......... 30
Pilot Incapacitation ....................................................... 3-25.......... 31
Least Risk Location ...................................................... 3-25.......... 31
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First Aids ............................................................................3-30 .......... 01

Attendants Responsibilities...........................................3-30 .......... 01
CPR (Cardiopulmonary Resuscitation).........................3-30 .......... 02
Obstructed Airways.......................................................3-30 .......... 03
Faintness ......................................................................3-30 .......... 04
Procedure ................................................................3-30 .......... 04
Dizziness.......................................................................3-30 .......... 04
Procedure ................................................................3-30 .......... 04
Stroke (ICH Intracerebral Hemorrhage) .......................3-30 .......... 05
Procedure ................................................................3-30 .......... 05
Pains .............................................................................3-30 .......... 05
Headache......................................................................3-30 .......... 06
Toothache .....................................................................3-30 .......... 06
Ear Discomfort or Pain..................................................3-30 .......... 06
Chest Pain ....................................................................3-30 .......... 06
Procedure ................................................................3-30 .......... 06
Convulsions ..................................................................3-30 .......... 07
Commonest Reasons ..............................................3-30 .......... 07
Procedures During Crisis.........................................3-30 .......... 07
Procedures After Crisis............................................3-30 .......... 07
Childbirth.......................................................................3-30 .......... 08
Procedure After Birth ...............................................3-30 .......... 08
Announcements Guide ......................................................3-35 .......... 01
Emergency Announcements.........................................3-35 .......... 01
Regular Announcements ..............................................3-35 .......... 01
During Boarding.......................................................3-35 .......... 01
After Doors are Closed ............................................3-35 .......... 01
Delayed Engine Startup and Departure from Gate .3-35 .......... 02
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Taxi.......................................................................... 3-35.......... 02
Night Flight .............................................................. 3-35.......... 03
After Takeoff ............................................................ 3-35.......... 03
Before Landing ........................................................ 3-35.......... 04
After Landing ........................................................... 3-35.......... 04
In Case of Intermediate Stops................................. 3-35.......... 04
Refueling with Passengers on Board ...................... 3-35.......... 04
Flight into Turbulence.............................................. 3-35.......... 05
Long Wait for Takeoff Due to Air Traffic.................. 3-35.......... 05
Diversion to Alternate Airport .................................. 3-35.......... 05
Airplane Change...................................................... 3-35.......... 05
Meal on the Ground................................................. 3-35.......... 05
Request for a Doctor ............................................... 3-35.......... 06
Rejected Takeoff and Go-around............................ 3-35.......... 06
Rapid Deboarding ................................................... 3-35.......... 06
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INTRODUCTION
This SOP Section provides information and guidance for the efficient
operation of the EMBRAER 190/195. It is optimized for passenger-
carrying operations in a commercial airline environment and the
philosophy behind it is based on reducing crew workload.
Standard operating procedures are a set of procedures that serve to
provide a common ground for all crewmembers, usually unfamiliar with
each other’s experience and technical capabilities. In a well-
standardized operation, another qualified cabin crewmember could
replace an active cabin crewmember during the flight, and the
operation would continue safely and smoothly.
Embraer, as an airplane manufacturer, makes every effort to ensure
that the customer, as the operator, has all the means to setup an
efficient and safe operation. This set of Standard Operating
Procedures for Cabin Crew is aimed at providing a reference should
the operator require guidance on how to implement operating
standards for the passenger cabin. Its use is optional, i.e., if the
operator already has a set of standards in place and wishes to
maintain them it can disregard the contents of this section. However, if
the operator wants to follow the guidelines contained herein, Embraer
will be more than happy to provide advice and explanations related to
this section. Constructive remarks and comments are also very
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DEFINITIONS
FLIGHT CREW
Crewmembers that conduct the airplane’s flight operations. The flight
crew will be composed of Captain and First Officer.

CABIN CREW
Crewmembers that report to the Captain and are in charge of assuring
the safety of the occupants that are not crewmembers under all
circumstances.

CABIN CREW 1 (CC1)

Is the cabin crewmember responsible for coordinating with other cabin
crewmembers the efficient handling of non-crewmember occupants.
The CC1 must handle all relevant matters needing coordination with
the flight crew.

CABIN CREW 2 AND 3 (CC2/CC3)

Cabin crewmembers under CC1 coordination. Provide auxiliary to
assure the efficient handling and safety of non-crewmember
occupants.

OVER WING EMERGENCY EXITS (OWE)

Emergency exits located in the mid cabin.
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PHILOSOPHY OF OPERATION
PASSENGER PRIORITY
The first and most important philosophy is: Passengers have priority
regarding safety and security. They have priority over the crew and
over the airplane. Airplane integrity is important in what regards
passenger safety and the safety of other people outside the airplane.
Of course, crew safety is important but it cannot be obtained at the
cost of passenger safety.
In case of an accident or incident, passengers cannot be left on their
own. Passengers must be assisted at all times.
OPERATIONAL QUALITY CONTROL
Passenger cabin operation must follow a process that leads to quality
maximization. The process must define the acceptable level of quality
and the means to achieve that objective. It must also include the
means to verify that acceptable quality levels are kept at all times. This
verification can be done through inflight audits.

PASSENGER
REPORTS

CABIN CREW REPORTS OF LINE

QUALITY ONBOARD OPERATION
MANAGEMENT DIFFICULTIES

INFLIGHT
AUDITS

NEW TRAINING NEW CABIN

PROCESSES STANDARDS
EM170AOM970001.DGN

OPERATIONAL QUALITY CONTROL DIAGRAM

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COMPANY ENVIRONMENT
Company management must encourage all crewmembers to be
proactive and interested in doing their best to attain quality operation.
This can only be done if crewmember motivation is at its highest. A
few strategies are important to achieve that:
• Operational shortcomings that are not violations should
generally be resolved through training, not through punishment.
• The company must be willing to listen to any crewmember that
believes that he has something relevant to say, even if it implies
that management will expend a substantial amount of time
listening.
• Crewmembers must be treated correctly, with fairness and
transparency. Following such a policy is extremely beneficial to
the company in the long term.

CABIN AS A SOCIAL ENVIRONMENT

The crewmember behavior that is visible to the passengers affects
safety in that it can reduce or exacerbate panic or other emotional
states. Therefore, Cabin crewmembers can never engage in harsh
arguments among themselves, nor be bullish or impolite to each other
in front of the passengers.
Crewmembers should not complain or make accusations about other
crewmembers to the passengers either. Passengers must be treated
with politeness and reservation. Crewmembers should not be intrusive
into the passengers’ personal matters.

TEAM MENTALITY
The entire crew - Flight and Cabin personnel - must get along as a
team. A sense of collaboration and mutual help must prevail to
achieve the ultimate objective of efficiently and safely completing the
flight. Individual differences must be worked out through talk and
negotiation. There must be no place for rival groups or individuals on
board.
An airline crew is a team. Like a football team or a surgery team, it
must act in a coordinated manner for better results. During high
workload situations task sharing is crucial.
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RULES ARE FOR REAL

If rules exist, they must be abided by. There is no such thing as “yes,
there is a rule, but nobody cares”, or “There is a rule but, I do not
agree with it so I will do it differently”. If there is evidence that a rule is
inappropriate, then action must be taken through the normal
institutional channels to change it. Until then, the rule must be abided
by.

CABIN EQUIPMENT USAGE

If there are some items of equipment installed in the cabin and they
are to be used by the Cabin Crew, then the Cabin Crew must be
proficient at using them. There must not be any crew equipment in the
cabin that the crew is not familiar with.
The Cabin Crew training program must cover all these items of
equipment, addressing their usage and applicability.

AUTHORITY OF THE CABIN CREW

The Captain has full authority regarding flight operations, or in case of
an accident of incident. The Second In Command takes over his duties
should the Captain become incapacitated. However should the whole
Flight Crew become incapacitated (after an emergency landing, for
example) then the CC1 can:
• Command an emergency evacuation.
• Command the removal of flight crewmembers from their
stations.
• Coordinate as much as possible external assistance to the
airplane (Fire brigade, medical assistance, etc).
• Call law enforcement authorities if necessary.
• Take notes that are important from the legal and operational
point of view.
For that to be done in an efficient manner, the CC1 must be properly
trained.
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COMPANY POLICY REGARDING DRUGS AND

MEDICAL ASPECTS
The company must have a clear policy regarding the following
aspects:
• Blood donations.
• Scuba diving.
• Effects of alcohol/drugs (how much time prior to duty shift must
consumption stop).

CORPORATE KNOWLEDGE
Cabin crewmembers should have a thorough knowledge of the
organizational structure of the company and about the key persons in
the several sectors that interface with them.

CREW COORDINATION
The following situations should be trained jointly with the Flight Crew:
• Emergency procedures.
• Pilot incapacitation.
• Fire fighting in the cabin and in the cockpit.
• Crew resources management (CRM).

ATTITUDE TOWARDS PASSENGERS

The company is providing a paid service to the passengers. The
passengers have the right to be properly treated and properly
informed.
Passengers always want to know what is going on. Cabin
crewmembers (and the Flight crew as well, for that matter) should do
their utmost to keep the passengers properly informed.
Crewmembers should always be polite and patient with passengers.
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OPERATING POLICIES

FLIGHT ATTENDANT MANUAL

A copy of the company Flight Attendant’s Manual must be onboard at
all times during flight operations and accessible to all the Cabin
Crewmembers.

INFORMATION FLOW FROM THE CABIN TO THE

COCKPIT AND VICE-VERSA
Prior to any flight CC should introduce themselves to flight crew and
other CC and the CC1 must inform the Flight Crew about:
• Expected number of passengers.
• Passengers with special needs or relevant limitations
(pregnant, respiratory insufficiency, passengers accompanied
by medical staff, etc).
• The number of Cabin crewmembers on duty and whether any
of these crewmembers is marginal from the duty/flight time
limit standpoint.
• If special equipment will be needed for deboarding
(wheelchair, ambulance, etc.).
• Whether there is any unserviceable equipment in the cabin
that can have any relevant implication regarding flight
operations (e.g., inoperative floor exit lights or blocked doors).
• Whether delays are expected because of connecting or late
passenger boarding.
• Whether any person under the responsibility of law
enforcement authorities (e.g. deportees) will board the
airplane.
• Whether restricted objects that need special handling or
special stowage (e.g. firearms) will come onboard.
• Whether a departure delay is likely to happen because of
excess carry-on baggage that must be transferred to the cargo
bay, because of late loading of catering or for any other
reason.
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• If there will be other extra company crewmembers in the cabin

during the flight.
• If any passenger with dispatched baggage did not show up for
boarding; and
• If different meal menus for Captain and First Officer are not
available.
During flight operations the CC1 must immediately advise the Captain
about:
• Unruly or unmanageable passengers.
• Passengers under the effect of consciousness-altering drugs.
• Passengers in need of medical assistance.
• Onboard births or deaths.
• Any sign of fire, smoke or unusually hot floor or wall (cargo
compartment or lavatory).
• Any suspicious object that might, in any way, be an explosive or
a dangerous unlawful artifact (radioactive, corrosive, etc).
• Any passenger with suspicious behavior that might perform an
act of unlawful interference.
• If the cabin air is improper in any way (too hot, too cold, lack of
fresh air or smoky).
• If during taxi-out, ice or snow is observed attached to the upper
surface of the wing.
Prior to any flight the Captain (or the Copilot in the absence of the
Captain) must advise the crew regarding:
• Whether enroute weather will in any manner affect cabin
service.
• Whether the airplane’s systems status will affect cabin comfort
in any way (e.g. no APU or air-conditioning prior to start, etc).
• Whether refueling will be done with passengers on board and
when.
• Whether taxi-out will be short.
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• When the Flight Crew wants their meals.

• If there will be any extra occupant in the cockpit and if that
occupant will need a meal.
• Whatever needs to be communicated to the Cabin Crew to
ensure that both cabin and flight crews have a common
understanding of their roles in case of an emergency.
• Flight deck admittance policy if different from standard.
• If flight will be (partially or in its entirety) over water, desert or
jungle.
This information can be relayed to the Cabin Crew during a briefing in
the airplane or somewhere else prior to the flight (e.g., crew lounge).
Time allowing, during flight operations the Captain must immediately
advise the CC1 of any impending loss of pressurization, unusual
maneuver or unforeseen rough weather.

POSITIONING OF THE CC1

The CC1 should be positioned at the station closest to the cockpit for
ease of coordination with the Flight Crew. If the airplane is configured
with a dual-class cabin, the CC1 should service the forward class.

FWD AFT
SERVICE OVERWING SERVICE
DOOR EMERGENCY CC3 DOOR
EXIT POSITION
EM170AOM970014A.DGN

CC1 OVERWING
FWD POSITION CC2 AFT
EMERGENCY POSITION PASSENGER
PASSENGER
EXIT DOOR
DOOR

CC POSITIONS
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ADMITTANCE OF STAFF ONBOARD

Cabin crewmembers must be capable of recognizing the ID badges
that entitle their owners to board the airplane without a boarding pass.
These ID badges are:
• Company staff.
• Civil Aviation Examiners.
• Federal Law Enforcement agents.

CABIN DOCUMENTS
The Cabin Crew should have on hand the following documents:
• Flight Attendant’s Manual (FAM).
• Cabin Tech Log.
• Cabin Incident Report forms.
• Passenger map (table with passenger, names, seat allocations,
final destination, where boarded, if paid or company staff, if Civil
Aviation Examiner or Security authority).
• Item listing of galley assets (trolleys, trays, glasses, china,
bowls, etc.). A receipt should be produced every time these
items are brought into the airplane or removed from it.
• Catering map (items boarded – number of services – and
where, catering service plan with corresponding trolley, jug and
standard container numbers) including crew meals and special
diet meals (with corresponding seat allocation) if any. Catering
receipts should also be issued whenever it is removed from the
airplane or is loaded into it.
• Media plan, if any (films, video, etc).
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COMMUNICATION WITH THE FLIGHT CREW

Cabin crewmembers must understand the chime difference between
being called on the interphone under normal and abnormal situations.
Whenever the Flight Crew calls, the CC1 should answer the call. If not
available for some reason, the Cabin crewmember closest to a
handset should answer.
NOTE: One chime (high/low) indicates that the Flight Crew wants a
normal intercom contact; three chimes (high/low) indicate that
the flight crew wants an emergency intercom contact.

CABIN CREW AT THEIR STATIONS DURING TAXI,

TAKEOFF AND LANDING
Cabin crewmembers must be at their assigned stations during takeoff
and landing. Allocating passenger seats to cabin crewmembers during
takeoff or landing is totally unacceptable.
One crewmember must be at the rear section of the cabin and next to
the passenger door (door 2L), while one will remain in the forward
section of the cabin and next to the main door (door 1L). The
crewmember at the rear section must check that the panel located on
the aft bulkhead is folded down and latched during taxiing, takeoff and
landing.
The seatbelt must be used according to phase of flight or at the
captain’s request.
Cabin crewmembers must be at their stations during taxi unless they
are carrying out duties related to passenger safety.

CABIN CREW MEALS

Cabin crewmembers cannot have their meals during passenger
boarding or deboarding operations. They cannot have their meals
during airplane refueling or defuelling operations either.

FLIGHT CREW MEALS

Their meals must be brought separately to the cockpit. It is
recommended that they choose different menus. Beverages must be
handed to the pilots to their outboard side and not over the central
console.
It is recommended to offer beverage in a tray to protect the panels.
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MINIMUM PASSENGER CATERING

Meals are not required. However, a minimum of 100 ml of potable
drinking water per passenger is required.

PASSENGER BOARDING AND DEBOARDING

There must always be a CC1-assigned cabin crewmember by the
boarding door when passenger boarding is in progress. Similarly,
there must always be a Cabin crewmember at the exit door
deboarding.
Minimum number of onboard Cabin crewmembers during passenger
boarding operations is two.
If any person under the custody of law enforcement authorities (e.g.
deportees) brought aboard the airplane whose documents or
belongings must be kept with the Crew, the Captain must be properly
advised and the stowing of these items must be coordinated with him.
Hazardous materials carried by passengers, if detected by the Cabin
Crew, must be removed from the airplane.

SMOKING IN THE LAVATORIES

As smoking in the lavatories imposes serious risks to the airplane,
cabin crew must periodically check lavatories (such as odor or
passenger locked inside for a longer than accepted period). Smoke
detectors functionality can be checked by pressing the test button on
FWD flight attendant panels.
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DOOR OPERATION
Whenever opening a door, cabin crewmembers must always check:
• If the emergency slides are disarmed; and
• If there is anything on the outside that can be damaged (or can
damage the door) if the door is open.
A strap must be placed across any doors that are not connected to a
jetway, stairway or to a catering truck.
After the airplane is parked and a jetway positioned next to the
boarding/deboarding door, opening the latter requires coordination
between the jetway operator and the assigned crewmember by means
of hand signals.

WEAPONS
The carriage of weapons such as firearms and explosives in the cabin
is prohibited. The only exception applies solely to properly identified
law enforcement agents that have a clearly defined requirement to
carry a firearm, said requirement needing confirmation via dispatch. In
such cases no alcoholic beverages can be served to on-duty law
enforcement agents.
If a passenger needs to have a weapon delivered at the destination,
he must declare it to Dispatch, which will take the necessary steps to
advise the Flight Crew and the weapon locked in an appropriate
compartment.
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JEWELRY
Unaccompanied jewelry of significant value must be accommodated in
a safe.

FORWARD CARGO
COMPARTMENT (REF.)

GOLD STORAGE
AND SAFE BOX

EM170AOM970003.DGN

SAFE (OPTIONAL) AT THE

FORWARD CARGO BAY FOR
WEAPONS, DIPLOMATIC MAIL,
JEWELRY AND DOCUMENTS
IN GENERAL

CARGO COMPARTMENT WITH SAFE

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DIPLOMATIC MAIL
Diplomatic mail must be stowed in the appropriate locked
compartment. Upon arrival at the destination, it is the CC1’s
responsibility to advise Dispatch of the existence of such mail.

CANES, WHEELCHAIRS AND STROLLERS

Canes, crutches or walking sticks must be stowed in a properly
designated place.
Canes can be stowed in an overhead bin or in a closet.
Wheelchairs and strollers should be stowed in the cargo bay.
Airplanes with wheelchair restraints straps installed may have
wheelchair stowed at row 1 of passenger cabin. The wheelchair must
be restrained and the respective seats of row 1 must not be occupied.

BLIND PERSONS
Blind persons should be offered Braille briefing booklets when
applicable. They must be briefed about how to reach an emergency
exit from their seat position and also the safety features of the
airplane.

SPECIAL PASSENGERS
Unaccompanied child, disabled or deaf people are considered special
passengers. They must be individually briefed with regard to their seat
location, how to call a cabin crewmember and emergency procedures.

PREGNANT WOMEN
Pregnant women with more than 7 months into their pregnancy must
provide a medical waiver signed by a doctor indicating that she is not
under any health risk because of the flight.
The company may observe the local laws.
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PASSENGERS WITH HEALTH AT RISK

A doctor must examine passengers that visibly demonstrate
precarious health conditions or have injuries that require immediate
treatment to the extent that the flight may jeopardize their health.
Should a doctor confirm said medical condition, the passenger must
be prohibited from traveling.

CARRIAGE OF STRETCHER PATIENTS

The boarding of stretcher patients should be permitted within the
following constraints:
• The stretcher should be an approved device and carriage
should be limited to one per flight; and
• The stretcher should be secured to the airplane and the patient
should be secured to the stretcher with an adequate restraint
system.

ITEMS THAT CANNOT BE CARRIED IN THE

PASSENGER CABIN
The following items should not be allowed into the cabin:
• Fireworks or pyrotechnical devices of any kind.
• Flammable liquids and solids such as paints, solvents or
thinners.
• Pressure containers such as butane fuel, scuba tanks, propane
tanks, CO2 cartridges, self-inflating rafts.
• Unauthorized weapons such as firearms, ammunition,
gunpowder, mace, tear gas or peeper spray.
• Gasoline-powered tools, wet-cell batteries (such as motorcycle
batteries), camping equipment with fuel, radioactive or corrosive
material.
• Infectious substances.
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COCKPIT ACCESS
In principle passengers should not be allowed into the cockpit and the
cockpit door should remain locked throughout the flight. Flight Crew
and Cabin Crew should have a procedure to stablish the access to the
cockpit.

STERILE COCKPIT
If the company possesses a sterile cockpit policy, the Cabin Crew
must exercise care. Entry into the flight deck or communications with
the Flight Crew must be restricted to what is essential to the operation
of the airplane should the cockpit be under sterile conditions (indicated
by a amber sterile light on the rainbow light or as called out by the
Flight Crew).

EXTENDED OVERWATER OPERATION

If such routes are in the airline network, the Cabin crewmembers must
undergo full sea survival training while the airplane must have the
proper emergency equipment on board.
For every flight that leads to an extended period over water, survival
kits must be assigned during the preflight briefing to crewmembers
that, in case of ditching, will access them. This assignment must be
based on which station crewmembers are assigned.
Life vests may be available for crewmembers and passengers.

FUELLING WITH PASSENGERS ONBOARD

Fuelling and defuelling may be carried out with passengers on board
provided that the following crew procedures are observed [FAR
121.570/JAR-OPS 1.305]:
• The airplane’s main engines are shut down.
• The No Smoking signs are switched on.
• The Fasten Seat Belt signs are switched off.
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The Cabin Crew should ensure that:

• Passengers are informed that fuelling is in progress (see
speech guide for defueling/refueling operations).
• Electrical equipment is switched off.
• Passengers remain seated, with their seat belt released.
• Aisle and routes to exits must remain clear of obstructions.
• The external area beneath each exit must remain clear.
• The forward passenger door (door 1L) should remain open, with
a jetway or stair next to it.
• Doors that remain closed during the fuelling operation should
have their escape slides armed.
• A Cabin crewmember should be positioned at each passenger
door (doors 1L and 2L).

LOCKING THE GALLEY CONTAINERS AFTER

LANDING
If it is an international flight, all the galley stowage areas, trolleys,
ovens and disposal containers must be locked and sealed before
passenger deboarding begins. There can be no unsealed volumes
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NORMAL PROCEDURES
These procedures are applicable to all airplanes and crewmembers,
regardless of their assigned duty aboard the airplane.

PRESENTATION
Before presenting signing-in at Operations at the time stipulated by
flight scheduling, Cabin Crew are required to:
− Check personal documentation.
− Verify if they are in possession of their Company I.D., passport
with valid visas, valid health and technical qualification
certificates. The validity of these documents is the responsibility
of the employee.
− Make sure inflight shoes are polished and in good conditions.
For female Cabin Crewmembers, it is also necessary to bring an
extra pair of pantyhose.
− Check uniform.
− Check personal appearance.
− Hair, jewelry and accessories should meet pre-established
standards; nails should be clean and manicured. Female Cabin
Crewmembers should wear make-up to enhance personal
features.

CREWMEMBER BAGGAGE
Before leaving Operations, establish the airplane’s location; introduce
yourself to the entire crew when possible and go straight to the
airplane.
Only a small suitcase, purse and garment bag for the uniform, (only for
female Cabin Crewmembers), may be taken on board. For safety
reasons and courtesy towards other crewmembers, remove baggage
carts before stowing them.
Crewmember baggage should be accommodated in stowage bins or in
closed compartments. Avoid baggage agglomeration. Distribute them
to make room for passenger luggage. Separate the material you will
need during the flight to avoid the excessive opening of bins during the
flight, etc.
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ADDITIONAL SAFETY PROCEDURES RELATED TO

CREWMEMBER BAGGAGE
Due to recent events involving on board safety (security), additional
procedures will have effect in relation to crewmembers:
− All crewmembers should remove crew id tags from luggage.
− Luggage should remain closed and locked during the entire
flight when not used.
− Crewmembers should maintain discreet surveillance over their
uniform material (suitcase, purse, etc).
− Crewmembers should maintain permanent control over their
baggage to inhibit the insertion of any dangerous object or
smuggled goods when at hotels, airports or transportation.

PREFLIGHT ACTIVITIES BRIEFING

Before each flight or series of flights, a crew briefing must be
performed.
It shall be conducted by the commander, who informs the crew the
pertinent details of the flight, such as special passengers,
meteorological conditions, time of flight, takeoff and landing positions.
Moreover, the briefing should cover essential communications, safety
and emergency procedures, or other events related to flight
operations.
The senior cabin crewmember conducts a briefing with her/his Cabin
Crew regarding the service and safety/emergency duties of each
Cabin crewmember. The senior cabin crewmember answers to the
commander, informing him/her about the details of this briefing.
It should be emphasized that a crew briefing is not a one-way
monologue, but an open discussion involving all the participants.
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EMERGENCY EQUIPMENT CHECK

When taking over an airplane at the beginning of a day’s flight or
series of flights, or if an airplane has been left unattended for some
time, the Cabin Crew must check the type-specific cabin emergency
equipment.
The CC1 should make sure that existing emergency equipment has
been checked in accordance with specific instructions.
The cockpit must be informed immediately about any missing or
emergency equipment malfunction.
For the equipment check, an “Equipment Checklist” is available in
most of airplanes.
Pilots or maintenance personnel are responsible for checking the
emergency equipment located in the cockpit. The CC1 should check
the emergency equipment stowed in the airstair wardrobe and located
in the forward attendant station and forward lavatory while the CC2
checks the equipment located in the aft station and on the divider
behind the last seat row and aft lavatory.
CC2 will be responsible for checking the equipment on this divider,
while the CC3 checks the equipment in the lavatory and aft station.
CC must ensure that the jump-seat and seat belts are working
properly.
The pre-flight emergency equipment check should be done according
to the charts on the following pages.

NOTE: Emergency equipment set, pre-flight check and location may

be different than the one presented here in this manual
depending upon a specific client’s request.
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COCKPIT EMERGENCY EQUIPMENT LOCATION

EQUIPMENT PRE-FLIGHT LOCATION
CHECK
01 Crash Axe Location Left console behind
the Captain’s seat.
02 Emergency Location 01 above each direct
Ropes vision window.
01 Fire Extinguisher Seal Behind the Captain’s
seat.
02 Flashlights Functioning LED on Beside each pilot’s
seat.
03 Life vests Location/Condition/ 02 behind the
Expiration Date Copilot.
01 behind the
Captain.
03 Oxygen Masks Location 01 Beside each
pilot’s seat and
01 by the right-
hand side of the
observer’s seat.
01 PBE Seal/Green Indicator Behind the Captain’s
seat.
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FORWARD EMERGENCY EQUIPMENT LOCATION

EQUIPMENT PRE-FLIGHT LOCATION
CHECK

02 Escape slides Pressure gauge FWD passenger

pointer within the door (door 1L) and
green band FWD service door
(door 1R).
02 Fire Seal Emergency
Extinguishers Equipment Stowage
Compartment.
01 First Aid Kit Medicine/ Emergency
Prescription/ Equipment Stowage
Expiration Date/ Compartment.
Quantity
01 First Aid Kit Medicine/ Galley G2.
Prescription/
Expiration Date/
Quantity
01 Flashlight LED on Next to the Flight
Attendant seat.
01 Liferaft Integrity/ Galley G2.
Location
01 Life Vests (Crew) Expiration Emergency
Date/Integrity/ Equipment Stowage
Location Compartment.
01 Life Vest (Crew) Expiration Under the Flight
Date/Integrity/ Attendant seat.
Location
05 Life Vests (Pax) Expiration Emergency
Date/Integrity/ Equipment Stowage
Location Compartment.
05 Life Vests (Pax) Expiration Galley G2.
Date/Integrity/
Location

(Continued)
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EQUIPMENT PRE-FLIGHT LOCATION

CHECK

01 Manual deploy Location – Under Under the Flight

tool Attendant Seat Attendant seat.
01 Medical Kit Seal/Integrity/ Emergency
Expiration Date Equipment Stowage
Compartment.
01 Megaphone Location/Integrity Emergency
Equipment Stowage
Compartment.
01 PA + Interphone Check Volume Next to the Flight
Check Call Buttons Attendant seat.
functionality
02 PBE Seal/Green integrity Emergency
indicator Equipment Stowage
Compartment.
02 Portable Oxygen Pressure gauge Emergency
cylinder with 02 pointer minimum Equipment Stowage
masks 1500 PSI/Masks Compartment.
integrity
01 Portable Oxygen Pressure gauge Galley G2.
cylinder with 02 pointer minimum
masks 1500 PSI/Masks
integrity
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AFT EMERGENCY EQUIPMENT LOCATION

EQUIPMENT PRE-FLIGHT LOCATION
CHECK
01 First Aid Kit Medicine/ Behind the last seat
Prescription/ on the right-hand
Expiration Date/ side.
Quantity
01 Megaphone Location/Integrity Behind the last seat
on the right-hand
side.
02 Fire Seal Behind the last seat
Extinguishers on the right-hand
side.
01 Oxygen cylinder Pressure gauge Behind the last seat
with 02 masks minimum 1500 PSI/ on the right-hand
Masks integrity side.
02 PBE Seal/Green integrity Next to the Right
indicator Flight Attendant
seat.
02 Life Vest (Crew) Expiration One under each
Date/Integrity/ Flight Attendant
Location seat.
03 Flashlight LED on Two next to the right
Flight Attendant seat
and one next to the
left Flight Attendant.
02 PA + Interphone Check Volume One next to each
Check Call Buttons Flight Attendant
functionality seat.
02 Manual deploy Location – Under One under each
tool Attendant Seat Flight Attendant
seat.
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PASSENGER CABIN CHECK

It is the support service’s responsibility to ensure cleanliness and
adequate supplies for the airplane; the Cabin Crew should make sure
that emergency briefing cards, sick sack, blankets, pillows and
curtains are in accordance with Company standards.

LIGHTING
During boarding and deboarding the sidewall and ceiling lights must
be in the bright position; during takeoff and landing the ceiling lights
should be dimmed and the sidewall lights turned off. During inflight
service, the ceiling lights should be set to the DIM position while the
sidewall lights may be set to BRIGHT position.
Night flights require the minimum possible level of luminosity.

FLIGHT ATTENDANT PANELS

Check both forward and aft Flight Attendant Panel lights by pressing
the Panel Lights Test button.

EMERGENCY LIGHTING
The CC1 and CC2 are responsible for checking, but not
simultaneously, cabin emergency lights and pressing the test button
located on the flight attendant panel. Lights will stay on for one minute.

PSU AND SMOKE DETECTORS

The CC1 must also test the PSU lights and the smoke detectors in the
forward and aft lavatories by pressing the respective test buttons
located on the forward Flight Attendant Panel.
A daily test shall be performed on the Lavatory Smoke Detection
System. The purpose of the test is to check the functionality of the
smoke detector including the smoke sensor, and associated alarm
conditions.
It is recommended to inform the flight crew before accomplish the
smoke detectors test.
ESCAPE SLIDE AND DOOR PRESSURE GAUGES
Cabin Crew must check that escape slide system pressure is within
acceptable values. The flight crew should be advised when values are
outside of the normal range.
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VENTILATION/REFRIGERATION
The individual air-vents may affect the cabin’s air conditioning.
Whenever local temperature is high, make sure that all vents are open
before passengers board the airplane.
When local humidity is high, there may be condensation next to air
conditioner vents.
Although drains and pipes have condensation absorbing conditions,
occasionally there might occur an overload that will result in dripping
along the passenger cabin.
When condensation occurs while passengers are on board, give
passengers an explanation and if possible, relocate affected
passengers to another area.

CABIN DIVIDERS
Check that the panel located on the aft bulkhead is folded down and
latched during taxiing, takeoff and landing.
If a cabin divider is located at mid cabin, check if curtains are grabbed.

COMMUNICATIONS SYSTEM
Check volume level before passengers board the airplane. Check also
the PA and interphone system.

NOTE: In order to avoid audio feedback between the Attendant

Handset and the Pax Cabin Speakers do not walk into the Pax
Cabin Area while making a announcement to the passengers.
The Passenger Address System has a feature to mute the
speakers in the attendant area while a passenger
announcement is being performed. Try to keep yourself as
near as possible from the Attendant Seat.
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GALLEY CHECK
Check cleanliness and make sure that trash has been removed. Keep
counters clean and all material stowed during boarding.
Check ovens, switches and circuit breakers. When any problem is
found, inform the cockpit and request maintenance. When using the
ovens, Cabin Crew should be aware of the following
recommendations:
− Verify oven conditions at the beginning of the flight.
− Always check oven contents before turning it on.
− Never heat cans, pots or any item that may accumulate
pressure.
Galleys have panels with circuit breakers that protect each one of its
electric components. Should one of them suffer a short circuit, the
associated circuit breakers will jump and turn-off the offending
equipment item. Should this happens, wait 3 minutes for the circuit
breakers to cool, inform the cockpit and press it again.

LAVATORY CHECK
It is the supporting service’s responsibility to ensure cleanliness and
supply for the airplane’s lavatories. If any repair is necessary, notify
the cockpit and contact maintenance.
Before boarding, Cabin Crew should check lavatories, observing the
following items:
− Verify that the toilet flushes, that it is properly fed with water and
that the timer functions properly.
− Functioning Flight Attendant call button.
− Closed fire-blocking doors.
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BOARDING OF PASSENGERS
Cabin crewmembers should position themselves in the following
manner: The CC1 should be next to the forward door (door 1L) and
the CC2 by the rear door (door 2L).
The CC1 remains at the main door (door 1L) during the whole
boarding process in order to direct passengers to their seats and
control hand luggage brought on board. When boarding is made using
the forward door (door 1L), boarding announcement should be made
from the aft flight attendant station in order to leave the way clear for
passengers.
When boarding passengers the Cabin Crew is responsible for the
following:
− To help passengers stow their hand luggage according to the
existing rules.
− To be alert for possible carriage of dangerous goods not
accepted in the cabin.
− To make sure that passengers with an infant are correctly
seated where an additional oxygen mask is available.
− To check that the passengers in the exit seats understood how
to open the OWE hatches and if they feel comfortable in doing
it. Inform the passengers that the exit should only be open at
crew’s command.
− To ensure that the no-smoking rule is strictly observed.
− To help handicapped passengers to find their seat and to help
them take their place.
− To help passengers traveling with a pet.
− To check the actual number of passengers on board for
loadsheet control. If required, check seating per area seating.
On flights with free seating, the number of passengers must be
calculated per each area separately. Children must be
calculated separately.
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HAND LUGGAGE
When on board in number or dimensions outside the pre-established
standards, they must be checked-in. The CC1 will explain existing
regulations to the passenger and direct him/her to an operation’s
employee so that the luggage may be tagged and checked-in.
Instruct passengers to accommodate heavy items under seats, leaving
bins for light volumes.
Help passengers find an empty bin when those nearest to his/her seat
are already full. Place volumes under seat without obstructing aisles.
Keep foot area free. Exercise care when opening bins to prevent
volumes from falling out due to over loading of compartment or
airplane motion.
For hand luggage, the following rules must be observed:
− Each item carried into the cabin must be stowed in a location
where it will not move freely.
− Weight limitations of hatracks and stowage compartments must
be observed.
− Underseat stowage is possible only if the seat is equipped with
a restraint bar and the baggage is of such size that it will
adequately be restrained from movement.
− Items must not be stowed in toilets or against bulkheads where
it cannot be appropriately secured.
− Baggage placed in lockers must not prevent doors from being
closed securely.
− No hand luggage behind the legs or on the knees of a
passenger.
If it is impossible to stow all carry-on baggage as mentioned above,
ground personnel must remove it from the cabin.
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INFANT
An adult must always accompany infants that are two years old or
younger. There is no assigned seat for an infant, as he/she sits on the
lap of an adult.
For takeoff and landing the baby must be held slightly to one side to
avoid the adult from crushing the baby in case of abrupt deceleration.
The infant may not be strapped in with the same seatbelt that the
adult.
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PREPARING FOR TAKEOFF

DOORS AND SLIDES
As soon as all the passengers have boarded the airplane, the CC1
informs his/her Cabin Crew about the actual status and the number of
passengers on board, via the interphone system.
If the passengers are boarding from the forward and the rear entrance
doors (doors 1L and 2L), the cabin crewmembers posted at those
doors will furnish information regarding boarding status and actual
number of passengers. The CC1 will then calculate the total number of
passengers that have boarded the airplane and pass this information
to the cockpit crew.
The company must define who is responsible to close the door and
define the CC responsible to arm the escape slide. As soon as the
release is given from the captain or crewmember responsible, the
doors must be closed. Only the cabin crewmembers in charge of a
door are allowed to arm the slide. This must be verified by a verbal
check, via interphone.
CC1 arms escape slide 1L/1R.
CC2 arms escape slide 2L/2R.
CC3 (if required) arms escape slide 2R.
CC should establish communication to confirm the slides are armed.

BEFORE TAKEOFF ANNOUNCEMENT

The CC1 or CC2 so designated will perform the announcements
according to the manual and in the languages that correspond to the
route or destination.

EMERGENCY PROCEDURES DEMONSTRATION

Emergency procedures demonstration is done before airplane takeoff,
and verbal instructions should be given in the local language and
English. The instructions may be repeated in other languages.
Nevertheless, on regular intercontinental flights it is mandatory that the
repetition of all safety instructions be made in English.
The demonstration can also be done by a pre-recorded video.
Verbal/visual instructions should provide information about:
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• Safety instruction card.

• Emergency exit location.
• Non-smoking and fasten seat belts signs.
• Oxygen system operation and mask retainer.
• Floatable cushions or vests for flotation.
• Use of electronic devices on board the airplane.
• Seat at upright position.
• Tray tables latched.
• Seat belt demonstration.
ELECTRONIC DEVICES
Intentional Emitters
Electronic devices that emit electromagnetic energy as a primary
product of their operation belong to this class. Such devices normally
incorporate transmission antennas. Examples of intentional emitters
include:
• Cellular or satellite telephones.
• Pagers.
• Wireless CD-ROM.
• Wireless mouse.
• Citizen’s band (CB) radios.
• Walkie-talkies.
• Radio controlled toys.
• Remote controls.
Regarding intentional emitters, Embraer recommends that the use of
such devices should be prohibited after the door is closed or just prior
to engine start.
Unintentional Emitters
Electronic devices that emit electromagnetic energy as a by-product of
their operation belong to this class. Examples of unintentional emitters
include:
• Portable computers.
• Electronic agendas.
• Video cameras.
• Electronic toys.
• Photographic and digital cameras.
• Electric shavers.
• GPS units.
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In this case, Embraer recommends that the use of such devices

should be prohibited during critical phases of flight or below 10000 ft
above ground level (AGL).
The operation of approved M-PEDs, Medical Portable Electronic
Devices, such as defibrillators (AED), airborne patient medical
telemonitoring (APMT) equipment, etc, is not included.
Local authorities should be consulted to verify if there is any limitation
on the use of portable electronic devices.

CHECK BEFORE TAKEOFF

After the announcement and emergency procedures demonstration,
the Cabin Crew must inspect the cabin to verify if:
• Slides armed.
• All exits clear, aisles clear.
• All passengers are seated with their seatbelts fastened.
• Live animals are in their special container and placed on the
floor.
• Smoking rules observed.
• Hand luggage safely stowed.
• Overhead bins closed.
• All seatbacks in the upright position.
• All tables folded up and latched.
• All service articles stowed away.
• Galleys, containers and trolleys secured stowed.
• Panel on the aft bulkhead folded down and latched.
• Curtains pulled aside and secured.
• Restrooms checked and doors closed.
• CC2 should inform CC1 that everything is OK. (by the
interphone or hand signaling).
• CC1 should inform pilots that everything is OK.
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After the above mentioned check has been performed, all cabin
crewmembers must go to their assigned seats while the CC1 selects
cabin luminosity and check if everything is correct. Perform
30 seconds mental review (refer to “30-second Review” in the
Emergency/Abnormal Procedures section).
Before takeoff, the Captain will announce:
“CABIN CREW, PREPARE FOR TAKEOFF.”
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DURING THE FLIGHT

As soon as the FASTEN SEAT BELTS signs are turned–off, the cabin
crew will start the in flight service. This will be done considering the
duration of the flight, time and type of service offered by competing
companies.
When encountering turbulent air zones, the Cabin Crew should
observe the following procedures:
• Via the Public Address system, request passengers to fasten
seat belts;
• Continue in flight service, unless FASTEN SEAT BELT signs
have been turned-on.
Exercise care when serving hot beverages and advise passengers of
spillage risk. The spillage of hot beverages can cause severe scalding.
Keep lavatories in ideal use conditions by cleaning the mirror and sink
when necessary. Ensure that there are sufficient supplies in the
lavatories. Observe flight safety factors.

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PREPARING FOR LANDING

When initiating descent:
• Perform the descent announcement.
• Instruct passengers that need special attention about
deboarding procedures to be taken.
• Take notes in Cabin Logbook of any deficiencies found in
airplane equipment.
When cockpit announces “Prepare for landing, local temperature…”
and FASTEN SEAT BELTS signs are turned on (10.000 ft).
• Slides armed.
• All exits clear, aisles clear.
• Perform landing announcements.
• Stow away all loose items on that are on the counter, latch and
seal trolleys, ovens and compartments.
• Check passenger cabin, lavatories and galleys.
• All passengers are seated with their seatbelts fastened.
• Live animals are in their special container and placed on the
floor.
• Smoking rules observed.
• Hand luggage safely stowed.
• Overhead bins closed.
• All seatbacks in the upright position.
• All tables folded up and latched.
• All service articles stowed.
• Galleys, containers and trolleys secured stowed.
• Panel on the aft bulkhead folded down and latched.
• Curtains pulled aside and secured.
• Restrooms checked and doors closed.
• Adjust cabin luminosity to minimum possible.
• CC2 should inform CC1 that everything is OK. (Via interphone
or through hand signals).
• CC1 should inform pilots only if a problem is detected.
• Take landing positions after executing all the above listed tasks,
take bracing position and perform 30 seconds mental revision.
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TAXI AND DEBOARDING

Perform the after landing announcement according to the manual.
Alert passengers to remain seated until the airplane has come to a full
stop at its parking position, always keeping in mind passenger safety.
After the airplane has parked and the “prepare for deboarding”
warning has been issued, the CC1 will coordinate the slides check.
Cabin Crewmembers assigned door duties will disconnect slides and
indicate door status via intercom by using standard phraseology. (e.g.
Aft slides disarmed or fwd slides disarmed). Once that task has been
completed, these Cabin Crewmembers will wait at their respective
stations until all the passengers have deboarded.

DEBOARDING POSITIONING
All Cabin Crewmembers are obliged to remain along the cabin helping
passengers during deboarding procedures.
The rear left door (door 2L) should only be opened when there are
stairs for entry of the cleaning team. We alert that cleaning services
may only begin after the deboarding procedure has ended.
Handicapped and minors are the last passengers to deboard. Verify,
when opening door, if a wheel chair or ambulance, has been provided.
When Cabin Crew find hand luggage or personal belongings during
the exit check, they should inform the CC1. The CC1 will request the
presence of a company security agent - or in his absence - a dispatch
employee. Write down on the “Objects found on board control form”
the name and register number of the employee to whom the found
luggage and or object has been entrusted, requesting that the
employee sign the form.
The entire crew remains on board until all the passengers have
deboarded or until the relief crew arrives. Request permission to
deboard according to hierarchy.
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EMERGENCY/ABNORMAL PROCEDURES
EMERGENCY LANDING PROCEDURES (PLANNED)
INTRODUCTION
Communications has been recognized as a fundamental procedure for
the successful management of an emergency situation. The effective
crew coordination and the constant exchange of information are key
elements in the performance of a team. Usually, there is little time
available to make decisions. Therefore, it is important that each
crewmember know all the procedures that need to be followed in an
emergency situation.
COMMUNICATIONS
Whenever the Captain deems that an emergency situation can
develop into an accident, he will have the Cabin Crewmembers
prepare the cabin for an emergency landing over land or water in order
to assure maximum safety of the airplane’s occupants. Should there
be enough time, the Captain will brief the cockpit crew, CC1 and other
Cabin Crewmembers.
CAPTAIN ! CC1
In this briefing, the Captain will give the following information:
T ime available.
E mergency (type).
S tandardized signals.
T ransmit additional instructions (structural damages, restricted cargo,
restricted exits, loss of landing gear, etc).
The “Standardized Signals”, for airplane evacuation must be agreed
among the Cabin Crew and Flight Crew, as well as the impact
warning.
At this moment the crew may synchronize their watches.
CC1 ! OTHER CABIN CREWMEMBERS
The CC1 will pass on to his/her assistants the instructions he/she
received (TEST – through the intercom or by meeting in an adequate
area) and everyone must use the Emergency Procedures for cabin
preparation and communications to passengers.
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CC ! PASSENGERS
Preferably, the Captain should notify passengers of an emergency
situation. The CC1 is responsible for giving the necessary instructions
aimed at cabin preparation. Before addressing the passengers, Cabin
Crew must set the cabin lights to the bright position, position
themselves along the cabin in order to forestall panic and its
consequences, further ensuring that passengers are paying attention.
Read the announcement clearly and slowly, doing so with a confident
tone. The CC1 may delegate announcement reading to another Cabin
Crewmember.
During the announcement, point out the protective positions shown in
the Safety Information Card. To inhibit distractions, at this time do not
give any other information. Once the announcement has been read,
the Cabin Crew can clear any existing doubts.

EMERGENCY LANDING ANNOUNCEMENT

“Ladies and gentlemen, your attention please.
The Captain has informed that due to _______ we have to perform an
emergency landing at _______, in about _______ minutes.
This crew is prepared to face any emergency situation.
We must now prepare the cabin, so your undivided attention is very
important.
1. Close and secure your tray tables.
2. Remove sharp objects such as pens, eyeglasses and high heel
shoes, placing them in the seatback pocket in front of you.
3. Clear all footways of all luggage and straps.
4. When leaving the airplane you must leave all your personal
belongings on board, take only eyeglasses and high heel shoes on
your hands. Do not slide wearing your high heel shoes since they
will damage the slides.
5. Tighten your seatbelt low across your hips and put the back of
your seat to the upright position.
6. Note the six emergency exits. There are two doors at the front, two
windows over the wings and two doors at the rear.
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7. At this time take the Safety Information Card from the seatback
pocket in front of you and review it.
8. Note your protective position in the briefing card.
9. When you hear “IMPACT” take the protective position.
10. Remain in the protective position until the airplane comes to a
complete stop since there may be more than one impact.
Remember, to unfasten your seatbelt, lift buckle and pull the straps
apart. Use only those exits indicated by the Cabin Crewmembers.
All military and airline personnel, please identify yourselves.
Thank you for your attention to these instructions. We will be around to
assist you.”
FWD/AFT STATIONS AND OVERWING EMERGENCY EXITS
CC should verify if FWD and AFT slides are armed and exits are
unobstructed, including the over wing rows.

OVERWING BRIEFING
CC2 should inform passengers seated near the OWE how to operate
the exits showing the briefing card.

CABIN
Check cabin conditions making sure that seat belts are securely
fastened, seat backs are in the upright position, tray tables are closed
and latched, and seat feet supports and projection screens are closed
(if applicable).
Check if there are bulky objects that might obstruct aisles during
landing.
Since there is no protective position for infants in arms, instruct
parents to take protective position while holding them, protecting the
child in the best possible manner.
Pregnant passengers must ensure that the seat belt is below the navel
line.
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GALLEYS
Check and lock all trolleys and compartments and switch off all circuit
breakers and all galley master switches.
Should the landing site be located in an area where a survival period
without resources is expected – and if time allows – select supplies
that can be stowed in an easy-to-reach location.

LAVATORIES
Place inside the airplane’s lavatories all carry-on baggage or large
volumes that cannot be stowed in the overhead bins or under the
seats. Lock lavatory door.

ABLE BODIED ASSISTANT

Select capable passengers (military personnel, athletes, and
deadheading flight and/or cabin crews) and instruct them, before
landing, to help handicapped persons and unaccompanied minors
during the evacuation.
ABLE BODIED ASSISTANT BRIEFING
If there is time available, CC1 and CC2 should prepare ABA (ABLE
BODIED ASSISTANTS) to help during an emergency evacuation.
CC must instruct them how to proceed with the DOORS and OWE
operation.
CC1 instruct 3 ABA – 1L/1R/LEFT OWE.
CC2 instruct 3 ABA – 2L/2R/RIGHT OWE.

TASK SHARING

2 CABIN CREWMEMBERS ONBOARD

Cabin Organization Seat at forward
CC1 Speech
(rows 1-11) station
Stop by pax Cabin Organization
CC2 Seat at aft station
row # 1 (rows 12-25)
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3 CABIN CREWMEMBERS ONBOARD

Seat at forward
CC1 Speech Coordination
station
Stop by pax Cabin Organization Seat at left aft
CC2
row # 1 (rows 1-11) station
Stop by pax Cabin Organization Seat at right
CC3
row # 12 (rows 12-25) aft station

AFTER CABIN PREPARATION

CC2/CC3 => CC1
After take their seats and seat belts fastened, inform that the cabin is
prepared for the emergency landing .
CC1 => FLIGHT CREW
After take his/her seat and seat belts fastened, informs that the cabin
is prepared for the emergency landing.

CABIN CREW PROTECTIVE POSITION

Protective positions are an attempt to minimize the first impact during
emergency landing and are adopted in accordance with the type of
restraining seat belts (abdominal and abdominal-thoracic), according
to the position of the seats (facing the back or nose of airplane).
To allow passengers and crew sufficient time to take the proper
protective position, the Flight Crew must provide the “IMPACT”
warning 30 seconds before landing, which must be reinforced by
Cabin Crew “IMPACT, IMPACT, IMPACT”.
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EM170AOM140428.DGN

CC1/CC3 PROTECTIVE POSITION

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EM170AOM140427.DGN

CC2 PROTECTIVE POSITION

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30-SECOND REVIEW
In order to condition yourself and maintain your mind focused under
unexpected situations, make it a habit to mentally make a quick review
– approximately 30 seconds – of the procedures to be followed in case
a non-prepared emergency takes place.
Before each takeoff and landing, be aware of the following items:
- Am I aboard of which kind of airplane?
- Am I placed at which exit?
- Which protective position should I take? Am I facing the back or
the nose section of the airplane?
- The takeoff/landing route is over land or water?
- What commands should I expect from the Captain in case of an
emergency?
- In which situation can I command evacuation, even without
being instructed by the cockpit? (Evidence vs Rank)
- Which verbal evacuation commands shall I give to the
passengers?
- Observe external area – are there any obstacles?
- How do I open this door?
- Redirect passengers if exit is inoperative.
- Pull manual inflation handle if escape slide had fallen out of
bustle and did not inflate. Remember where it is located.
- As an additional safety measure, grasp the assist handle.
- Command evacuation, if conditions allow.
- Instruct passengers to stay away from the airplane.
- Constantly observe the integrity of the slide.
- Perform passenger cabin clear check and rescue survivors
whenever possible.
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This review serves as a preparation for facing an unexpected

emergency, further offering the conditions to command a quick
evacuation.
Develop and maintain self-confidence in the daily routine of preparing
the cabin before each takeoff and landing.
Make it a habit to perform a briefing with the crew before the flight
starts, bringing up subjects concerning safety and service, thus
bringing the crew closer together.
Read passenger announcements (before takeoff, pre-landing,
emergency equipment demonstration) slowly and clearly. Cabin
checks and proper accommodation of luggage during boarding are
procedures necessary to assure safety of the airplane’s occupants in
the event of an emergency.

AFTER LANDING
Should the Captain decide not to proceed with an emergency
evacuation, he must notify the CC1. If necessary, this should be done
through the PA system, using the following phraseology:
“ATTENTION, CREW, WAIT FOR INSTRUCTIONS.”
CC should wait until the airplane has come to a complete stop.
During a prepared emergency the command to initiate emergency
evacuation is given by the Captain through the PA system. In case the
Captain is unable to do so, the command will be given by the next
ranking and capable crewmember.
Phraseology to command evacuation:
“INITIATE EMERGENCY EVACUATION.”
When the CC hear the command “Initiate emergency evacuation”
follow the Evacuation Procedures and Techniques (In this section).
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EMERGENCY LANDING PROCEDURES (UNPLANNED)

Statistically, non-prepared emergencies are the most common. Such
emergencies occur more commonly during takeoff and landing.
Should there be no time for a briefing or cabin preparation, each Cabin
Crewmember must assume a position wherever he/she is and, at the
same time, instruct passengers to assume a protective position.
The order to assume protective position must be transmitted from the
cockpit 30 seconds before landing or at any moment an accident
occurs, by using the following phraseology:
“IMPACT, IMPACT, IMPACT”
The Cabin Crew, from their stations, will instruct passengers by
saying:
“STAY DOWN/STAY DOWN/STAY DOWN”
Under abnormal and unprepared situations, and always when the
airplane has come to a stable stop, the CC1 should wait for
instructions during 30 seconds. If no instruction is given, enter the
cockpit to verify its integrity and state of the Flight Crewmembers. In
order to do so, the CC1 will have to open the cockpit door by using the
key or any other means necessary. Once inside the cockpit, he/she
should confer with the Captain to ascertain whether an evacuation is
necessary or not.
Upon entering the cockpit and in view of the great workload at that
moment, the Captain might inform the crew through the PA system:
“ATTENTION, CREW, WAIT FOR INSTRUCTIONS.”
When it is not yet possible to evacuate the airplane, the Cabin Crew
will hold passengers away from exit and shout, “SIT DOWN! SIT
DOWN! SIT DOWN!”.
Should Flight Crewmembers be incapacitated, the decision to
evacuate or not the airplane will rest upon the CC1.
If the CC1 decides to initiate the emergency evacuation or if the
Captain commands “INITIATE EMERGENCY EVACUATION” the CC
should follow the Evacuation Procedures and Techniques.
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EVIDENT EVACUATION
The evacuation becomes evident when there is:
− Uncontrollable fire or smoke;
− Water landing;
− Great structural damages.
In those cases the CC should initiate evacuation procedures following
the Evacuation Procedures and Techniques only after the airplane
comes to a complete stop and with engine shut down.

EVACUATION PROCEDURES AND TECHNIQUES

1. Wait for engine shutdown and airplane comes to a complete
stop.

2. Wait the cockpit signal (not applicable in case of an evident

evacuation).

3. Quickly release seatbelt while ordering passengers to do the

same. Command: "RELEASE YOUR SEAT BELTS"

4. CC1 turns on the emergency lights. If CC1 become

incapacitated CC2 or CC3 should turns on the emergency
lights.

5. Verify if exits and external areas are OK.

6. If they are not OK, redirect passengers commanding:

“BLOCKED EXIT, USE THAT WAY”

7. Open exits if they are OK, verifying if the door is fully opened
and locked. Use manual inflation handle if the escape slide
had fallen out of bustle and did not inflate.

CC1 should open first door 1L then 1R, positioning yourself at

assist space 1L.

If CC3 is not required, CC2 should open first door 2L then 2R,
positioning yourself at assist space 2L.
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Position yourself correctly at dedicated assist space holding

the handle (exits or cabin partitions) in order to maintain
passenger flow while commanding:

“RELEASE YOUR SEATBELTS AND GET OUT”

“OPEN THE OVERWING EXITS”

“THIS WAY”

“JUMP AND SLIDE”

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CC ASSIST SPACES
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8. Control evacuation by directing or redirecting the flow,

constantly observing the conditions of the slide and internal
and external areas.
9. If a passenger does not respond, sits or stops at the door,
push him out firmly, placing hand below waistline and then
return to flow monitoring. If you push him above waistline, you
might throw him headlong down the slide. Passengers with
infants must be instructed to take a seated position and slide
down with the infant on their lap.
10. Always issue positive commands, because negative
commands may confuse people.
11. The CC1 and CC2/CC3 are responsible for the cabin clear
check. (Not applicable for Evident Evacuation).
12. When possible, CC1 should leave the airplane using aft doors
(door 2L or 2R) while the Cabin Crewmember responsible for
the aft area should leave the airplane using the front doors
(door 1L or 1R), confirming that no passenger remains in the
cabin/lavatory and cockpit and taking emergency equipment, if
possible: flashlight, medical kit, survival kit, megaphone, etc.
(Not applicable for Evident Evacuation).
13. Captain should leave the airplane through the aft door (door
2L or 2R), checking that all person have already been
evacuated. If it is not possible to reach the passenger cabin,
both pilots should evacuate the airplane through the cockpit
windows.
14. Instruct passengers to stay together away from the airplane.
15. Cabin Crew prevents passengers from smoking or returning to
the airplane.
16. Cabin Crew gathers passengers at a safe distance from the
airplane and counts them; assesses personal injuries and
determines priorities; splits passengers into smaller
manageable groups headed by crewmembers.
17. Only if conditions permit may the airplane be reentered to
search for more emergency equipment and other items such
as blankets, seat cushions or pillows.
18. No declarations or statements must be made to local
authorities or to members of the press until an appropriate
representation is established.
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DITCHING PROCEDURES (PLANNED)

COMMUNICATIONS

CAPTAIN ! CC1
During the briefing, the Captain will give the following information:
T ime available.
E mergency (type).
S tandardized signals.
T ransmit additional instructions (structural damages, restricted cargo,
restricted exits, loss of landing gear, etc).
The “Standardized Signals”, for airplane evacuation, must be agreed
among the Cabin Crew and Flight Crew, as well as the impact
warning.
At this moment the crew may synchronize their watches.
CC1 ! OTHER CABIN CREWMEMBERS
The CC1 will pass on to his/her assistants the received instructions
(TEST – meeting in an adequate area) and everyone must use the
Emergency Procedures for cabin preparation and communications to
passengers.
CC1 must emphasize the procedures of life rafts utilization.

CC ! PASSENGERS
Preferably, the Captain should notify passengers of an emergency
situation. The CC1 is responsible for giving the necessary instructions
aimed at cabin preparation. Before addressing the passengers, Cabin
Crew must put the cabin lights to the bright position, wake-up all
sleeping passengers, take position themselves along the cabin in
order to forestall panic and its consequences, further ensuring that
passengers are paying attention. Read the announcement clearly and
slowly, doing so with a confident tone. The CC1 may delegate
announcement reading to another Cabin Crew.
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During the announcement, point out the protective positions/seat

cushions shown in the Safety Information Card, showing how to use
the life vests. To inhibit distractions, at this time do not give any other
information. Once the announcement has been read, Cabin Crew can
clear any existing doubts.

DITCHING ANNOUNCEMENT
“Ladies and gentlemen, your attention please.
The Captain has informed that due to ________ we have to perform
an emergency water landing at _______, in about ___ minutes.
This crew is prepared to face any emergency situation.
We must now prepare the cabin, so your undivided attention is very
important.
1. Close and secure your tray tables.
2. Remove sharp objects such as pens, eyeglasses and high heel
shoes placing them in the seatback pocket in front of you.
3. Clear all footways of all luggage and straps.
4. Your seat cushion is floatable; take it with you before leaving the
airplane. To use it, pull it up, insert arms through the straps and
hold it against your chest.
(OR)
Your life vest is located in a pouch under your seat. Please
remove it from the pouch now. Put the vest over your head and
wrap the strap around your waist. Attach the buckle into the fitting
and adjust it by pulling the straps. DO NOT inflate your life vest at
this time. After leaving the airplane inflate it by pulling down firmly
on the two red tabs at the botton of the vest. It can also be inflated
by blowing into the tubes located at the both sides.
Attention: Do not inflate the life vest inside the airplane.
5. Tighten your seatbelt low across your hips and put the back of
your seat to the upright position.
6. Note the six emergency exits. There are two doors at the front, two
windows over the wings and two doors at the rear.
7. At this time take the Safety Information Card from the seatback
pocket in front of you and review it.
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8. Note your protective position in the briefing card.

9. When you hear “IMPACT” take the protective position.
10. Remain in the protective position until the airplane comes to a
complete stop since there may be more than one impact.
Remember, to unfasten your seatbelt, lift the buckle and pull the
straps apart. Use only those exits indicated by the Cabin
Crewmembers.
All military and airline personnel, please identify yourselves.
Thank you for your attention to these instructions. We will be around to
assist you.”
FWD/AFT STATIONS AND OVERWING EMERGENCY EXITS
CC should verify if FWD and AFT slides are armed and exits are
unobstructed, including the over wing rows.
CC should verify the life rafts positioning.

OVERWING BRIEFING
CC2 should inform passengers seated near the OWE how to operate
the exits showing the briefing card.

CABIN
Check cabin conditions making sure that seat belts are securely
fastened, seat backs are in the upright position, tray tables are closed
and latched and seat feet supports and projection screens are closed
(if applicable).
Check if there are bulky objects that might obstruct aisles during
landing.
Since there is no protective position for infants in arms, instruct
parents to take protective position while holding them, protecting the
child in the best possible manner.
Pregnant passengers must ensure that the seat belt is below the navel
line.
Instruct passengers to don life vests and inflate them only next to
airplane exits. In airplanes equipped solely with floatable seat
cushions, passengers should be instructed to take them when leaving
the airplane.
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GALLEYS
Check and lock all trolleys and compartments and switch off all circuit
breakers and all galleys master switches.
Should the landing site be located in an area where a survival period
without resources is expected – and if time allows – select supplies
that can be stowed in an easy-to-reach place.

LAVATORIES
Place inside the airplane’s lavatories carry-on baggage or large
volumes that cannot be stowed in the overhead bins or under the
seats. Lock lavatory door.

ABLE BODIED ASSISTANT

Select capable passengers (military personnel, athletes, and
deadheading flight and/or cabin crews) and instruct them, before
landing, to help handicapped persons and unaccompanied minors
during the evacuation.

ABLE BODIED ASSISTANT BRIEFING

If there is time available, CC1 and CC2 should prepare ABA (ABLE
BODIED ASSISTANTS) to help during an emergency evacuation.
CC must instruct them how to proceed with the DOORS / RAFT and
OWE operation.
CC1 – instruct 3ABA – 1L/1R/LEFT OWE.
CC2 – instruct 3ABA - 2L/2R/RIGHT OWE.
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TASK SHARING

2 CABIN CREWMEMBERS ONBOARD

Cabin Organization Seat at forward
CC1 Speech
(rows 1-11) station
Stop by pax Cabin Organization Seat at
CC2
row # 1 (rows 12-25) aft station

3 CABIN CREWMEMBERS ONBOARD

Seat at forward
CC1 Speech Coordination
station
Stop by pax Cabin Organization Seat at left aft
CC2
row # 1 (rows 1-11) station
Stop by pax Cabin Organization Seat at right
CC3
row # 12 (rows 12-25) aft station

AFTER CABIN PREPARATION

Cabin crew puts their life vests on.
CC2/CC3 => CC1
After take their seats and seat belts fastened, informs that the cabin is
prepared for the emergency water landing, and the life vests were
donned.
CC1 => FLIGHT CREW
After take his/her seat and seat belts fastened, informs that the cabin
is prepared for the emergency water landing, and the life vests were
donned.
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CABIN CREW PROTECTIVE POSITION

Brace positions are an attempt to minimize the first impact during
emergency landing and are adopted in accordance with the type of
restraining seat belts (abdominal and abdominal-thoracic), according
of the position of the seats (facing the back or nose of airplane).
To allow passengers and crew sufficient time to take the proper
protective position, the Flight Crew must provide the “IMPACT”
warning 30 seconds before landing, which must be reinforced by
Cabin Crew “IMPACT, IMPACT, IMPACT”.
- PERFORM THE 30-second review

AFTER WATER LANDING

Phraseology to command evacuation:
“INITIATE EMERGENCY EVACUATION.”
When the CC hear the command “Initiate emergency evacuation”
follow the Evacuation Water landing Procedures and Techniques.

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DITCHING PROCEDURES (UNPLANNED)

In an unplanned ditching the pilot will inform through PA:
“IMPACT”
The Cabin Crew, from their stations, will instruct passengers by
saying:
“STAY DOWN/STAY DOWN/STAY DOWN”
After the complete stop of the airplane, CC initiate the emergency
evacuation following the Evacuation Water Landing Procedures and
Techniques.

EVACUATION WATER LANDING PROCEDURES AND

TECHNIQUES
1. Wait for engines shutdown and for the complete stop of the
airplane.

2. CC puts on their life vests (unplanned ditching) while

commanding:

“LIFE VESTS UNDER YOUR SEATS”. “PUT THEM ON”. (if

the airplane is equipped with life vests) or TAKE YOUR SEAT
CUSHION WITH YOU.

3. CC releases seatbelts (CC1 turns on emergency lights) and

verifies if the exits and external area are OK. If CC1 become
incapacitated CC2 or CC3 should turns on the emergency
lights.

4. Verify if exits and external areas are OK.

5. If they are not OK, redirect passengers commanding:

“BLOCKED EXIT, USE THAT WAY”

6. Open the exit if it is usable, verifying if the door is fully opened

and locked. Use the manual inflation handle if the escape slide
had fallen out of bustle and did not inflate. The slide must be
attached to the airplane until the end of the evacuation.
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CC1 should open first door 1L then 1R, positioning yourself at

assist space 1L.

If CC3 is not required, CC2 should open first door 2L then 2R,
positioning yourself at assist space 2L.

7. CC take the life rafts from stowage compartments and attach

the rafts to FWD/AFT doors. CC command the emergency
evacuation after the inflation of life raft.

8. Position yourself correctly at the dedicated assist space

holding the handle (exits or cabin partitions) in order to
maintain passenger flow and command:

“RELEASE YOUR SEATBELTS”

“TAKE YOUR SEAT CUSHIONS WITH YOU” or “PUT ON

YOUR LIFEVESTS”

“OPEN THE OVER-WING EXITS”

“THIS WAY”

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CC ASSIST SPACES
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9. Only when passenger reach the door, CC should command:

“INFLATE LIFE VESTS, GET OUT AND JUMP TO THE LIFE

RAFTS”.

10. If the exit is unusable redirect passengers commanding:

“BLOCKED EXIT, USE THAT WAY”

11. Control evacuation by directing or redirecting the flow,
constantly observing internal and external area.
12. After the evacuation is completed, CC must abandon the
airplane and release the slide, commanding passengers to
hold on to the straps located around the edge of the escape
slide.
All commands must be issued in a controlled, imperative, loud and
positive manner. CC must use arms gestures that match the issued
voice commands.

REJECTED TAKEOFF AND GO AROUND

The CC1 should ask passengers to stay calm if a rejected takeoff or a
go around occurs, using, for example, the following announcement:
“Please remain seated with your seat belts fastened and wait for
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TURBULENCE
In case of turbulence, Cabin Crew should establish communication
with the Flight Crew. The following actions should also be taken:
- Inform passengers to keep seat belts fastened.
- Check that no passenger is in the lavatory.
- Secure galley items and stop service.
- Sit down immediately in case of severe turbulence.
After the turbulence is over and the Flight Crew states that it is safe to
carry on with the scheduled activities, the Cabin Crew should turn the
cabin lights to the bright position, checking that passengers are not
hurt. The Cabin Crew should then contact the Flight Crew and inform
them about the current cabin situation.

RAPID DEPLANING
There are situations that require passengers to leave the airplane in
an expeditious manner, but which do not justify an Emergency
Evacuation. In those cases the Captain may command a Rapid
Deboarding procedure.
Rapid Deboarding consists of leading the passengers out of the
airplane by using normal deboarding means such as stairways or
jetways.
Should the Captain issue such a command, the CC1 must announce:
“Ladies and Gentlemen, due to technical reasons passengers must
now deboard. All passengers without exception must leave their
belongings on board and exit the airplane NOW. Wait outside to be
guided by a company representative to the proper area.”
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SMOKE FILLED CABIN

If smoke comes from a known and controllable source in the cabin,
see the emergency procedure "FIRE IN THE CABIN".
Should fire or smoke go beyond control, Cabin Crew must power off
galleys and all electrical equipment, if possible, and retrieve
flashlights. Inform Flight Crew about the situation.
Instruct passengers to bend down and cover nose and mouth,
breathing wet papers.
Cabin Crew will cover nose and mouth, retrieve PBEs and position
themselves as low as possible by crouching.

FIRE FIGHTING PROCEDURES

If fire or indications of fire are detected in the cabin, immediate action
is required and the Captain must be advised. The following types of
fire are among those most likely to be encountered:
Fire Class A: Solid materials such as wood, paper, cushions, fabric. It
causes flames and glowing. Any extinguishing agent can extinguish
fire from these materials.
Fire Class B: Liquid flammables (kerosene, oil, fuel, paint and
thinner). Class B fires cause flames. For this class of fire, water should
not be used. Halon should be used instead.
Fire Class C: Electrical fire. In this case, water cannot be used. Halon
should be used instead.
Fire Class D: Metals like aluminum or magnesium. Class D fires
cause flames or glowing. Only a fire brigade can fight this kind of fire.
Fire Class E: Gases like propane. Class E fires cause flames. In this
case, water cannot be used. Halon should be used instead.
Several heat sources can be found on board an airplane, such as the
ovens, overheating of motors/generators, engines, cabin lights or
illegal smoking in the toilet.
Cabin Crew should use the following equipment (if available): PBE,
flashlight, axe and gloves.
Following is a guide to combat specific types of fire.
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While fire fighting is carried-out, one of the Cabin Crewmembers must

stay at one of the handsets to keep the Flight Crew regularly updated
regarding fire status. Should smoke or fumes affect the passengers,
they must be instructed to breathe through wet paper towels or
clothing and if necessary, be moved away from the source of smoke.
Galley fire or smoke: Immediately advise the Captain and other
crewmembers. Switch master galley off; trip circuit breakers on the
galley control panel as necessary; discharge fire extinguisher towards
the source of fire/smoke as necessary. If fire comes from an oven,
crack the oven door, discharge fire extinguisher, wait one minute,
reopen oven door to ensure that fire is extinguished then keep oven
door closed.
Electrical Fire
- Switch master galley off (AC power is off).
- Pull the circuit breakers (to turn off DC power).
- Use only the Halon fire extinguisher.
- Never use water.
- Keep electrical power off until the airplane has performed a safe
landing.
If fire is of electrical origin and located within the galley area, the galley
must be powered down immediately.
Lavatory fire or smoke: One crewmember must go to the lavatory
with a portable fire extinguisher and before opening it, check if the
door is cool or hot. If it is cool, open the door and direct the fire
extinguisher to the source of fire/smoke. Soak the area with water to
prevent re-ignition. If the door is hot (which indicates that the fire is
severe and at a critical stage), slightly open it, only enough to
introduce the fire extinguisher nozzle. Discharge the fire extinguisher,
close the door and wait for a short while. Then take the other fire
extinguisher, put on the PBE and gloves (if available) and enter the
lavatory to discharge the second fire extinguisher directly towards the
source of the fire. Cool down the area to prevent re-ignition.
Seat fire: Immediately advise Captain and other crewmembers. Use
Halon. Blankets and pillows can be used to smother the fire. Once the
fire is under control the cushion must be torn apart to ascertain
whether the origin of the fire is inside the cushion.
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Overhead bin fire: Ascertain which overhead bin is on fire. Open that
overhead bin only enough to permit the fire extinguisher nozzle to be
introduced and fight the fire until it is extinguished. Ensure the fire is
fully extinguished and cool the burnt objects down at an appropriate
area.
Packs and carry-on baggage fire: The contents of carry-on baggage
and closed packs are unknown, so use the fire extinguisher whenever
they are on fire. Use non-flammable liquids to cool them down after
the flames are out.
DECOMPRESSION
In the event of cabin depressurization flight crew should accomplish
the emergency procedures for decompression/emergency descent.
Establish communication. (ATTENTION CREW, EMERGENCY
DESCENT).
Cabin crew should put on the nearest available oxygen mask, sit
down, and fasten seat-belts or hold-on.
Once the emergency descent is over, the Flight Crew will so inform the
Cabin Crew (ATTENTION CREW, WE HAVE REACHED A SAFE
ALTITUDE). The Cabin Crew should then transfer from drop masks to
portable oxygen masks (if oxygen is still required) and assess the
cabin’s situation. Passenger may require blankets and more oxygen.
Masks must not be re-stowed back in their compartments. However,
passenger masks and tubing can be put inside the bins and the bin
door closed, to prevent them from obstructing passenger movement.
In such case the PA is:
"Fasten your seat belts, pull the yellow mask out of the retainer, pull
the yellow mask firmly toward you, place it over your nose and mouth
and breath normally. Once the mask has been donned, assist those
around you with their own masks. Do not remove the mask until the
crew advises you to do so."

NOTE: This PA speech is to be made if a Cabin Crewmember can

safely reach a handset. If that is not possible, those
instructions should be shouted to the passengers without
removing the mask.
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The following decompression definitions relate to the time required for

cabin pressure to decrease to ambient pressure:
Slow ! 1 minute or more ! incident
Rapid ! 1 second to 1minute ! accident
Explosive ! less than 1second ! accident

SLOW DECOMPRESSION INDICATIONS

− Whistling sound from the affected area.
− Cabin pressure indication in the cockpit.
− Elderly and sick passengers may feel uncomfortable.
− Ear problems.

RAPID/EXPLOSIVE
− Explosive noise.
− Fog in the cabin due to temperature drop.
− Flying objects, debris.
− Dizziness and pain in ears, sinuses, abdomen.
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VIOLENT OR UNRULY PASSENGER

Violent and out of control passenger are a safety risk. They are usually
classified into three categories:
Category 1: Verbal insults or refusing to comply with some
announcement by the crew. However, if the CC1 emphatically
requests that the given instructions be followed and he complies, the
incident need not be reported to the Flight Crew but should be
documented via the cabin report.
Category 2: The passenger, when directly requested to comply with
given instructions, continues to disturb or interfere with cabin safety.
Examples: continuing verbal insults, yelling, etc. In this case the Flight
Crew must be notified and the Captain and the CC1 must coordinate
the formal announcement to the passenger of the Airline Passenger
Warning and Notification:
“You must immediately comply with the crew’s instruction to avoid
legal penalties set forth in Federal Legislation. This is a formal
warning. The following is prohibited:
− Threatening, intimidating, or interfering with a crewmember.
− Smoking on board.
− Drinking any alcoholic beverage not served by a crewmember
or creating an alcohol-related disturbance.
An incident report will be filed with the proper civil aviation authority. If
you do not refrain from continuing on your current course of action,
you will be prosecuted.”
The Flight Crew should take note of the time and location where this
incident occurred and the Cabin Crew should try to collect as much
identification information about the passenger as possible and fill an
In-flight Passenger Incident Report.
Category 3: Applies to the following scenarios:
a) Crewmember duties are seriously disrupted by passenger behavior.
b) Crewmember is injured or is convincingly threatened of injuries.
c) Crewmembers have to resort to physical force to maintain the
passenger under control, which may include the use of handcuffs.
d) An unscheduled landing has to be performed as a direct
consequence of passenger actions.
e) Passenger refuses to follow instructions even after receiving the
formal warning.
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In these cases the Captain should request law enforcement agents to

meet that passenger upon arrival. The Cabin Crew may need to use
force to strap the passenger to the seat using Flex-cuffs. In extreme
cases the help of other passengers may be requested.
The time and location of the incident as well as a description of the
event must be written down in the logbook. Cabin Crew must collect
as much information as possible about the identity of the passenger.

NOTE: The company should adopt a disguise communication method

between cabin crew and flight deck to identify any abnormal
situation, such as hijack.

PILOT INCAPACITATION
If such a situation arises, the Emergency Call light will illuminate.
Removal of the incapacitated pilot should preferably be performed by
the CC1 with the assistance of another Cabin Crewmember.
The pilot's seat must be fully reclined. The shoulder harness lock may
be used to restrain the incapacitated pilot. If there is a physician on
board (see speech guide) he/she can determine if breathing oxygen is
desirable. If so, a portable oxygen bottle should be used.
The CC1 can discretely check if there is a qualified company pilot on
board. If so, he/she can be called to the cockpit to help out and take
one of the pilots' seats. In that case the airplane can continue to its
destination.
If there is no qualified pilot on board, the remaining pilot will land at the
nearest suitable airport.

LEAST RISK LOCATION

This is the location inside the airplane’s cabin where structural or
system damages are least likely to jeopardize flight safety. For the
EMBRAER 190, the Least Risk Location is sited aft, near the next to
last window on the left side.
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FIRST AIDS
ATTENDANTS RESPONSABILITIES
If a passenger or crewmember becomes ill or is injured, it is expected
that the attendants, under existing situations:
• Recognize the emergency situation.
• Ask for relevant information for each case.
• Make use of necessary support sources:
− Medical/Attendant First Aid Kit.
− Portable oxygen bottle.
− Medical Volunteer.
• Remain close to the victim even when there is a professional:
− Request qualified medical assistance from passengers,
further offering the medical equipment that is available.
− Notify the Cockpit Crew and CC1.
− Use suitable equipment and provide appropriate first aid.
− When possible, provide privacy (keeping victim away from
on-lookers) while medical assistance is given or you are in
action.
− Keep Captain and CC1 informed of everything at all times.
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CPR (CARDIOPULMONARY RESUSCITATION)

• Verify if victim is conscious or unconscious by gently shaking
the victim’s shoulder and asking loudly next to his/her ear: “Are
you OK?”
• Call for help (other cabin crewmembers), notify the captain,
seek medical volunteers (verify credentials) and provide
material (medical kit, therapeutic oxygen).
• Open airways: tilt the head back with one hand on the victim’s
forehead and gently lift the chin with the other hand. Extend
victim’s head until mouth opens.
• Verify if there is breathing by positioning your ear over victim’s
mouth and nose while keeping airways open. If there is no
breathing…
• Blow two slow full breaths and keep airways open to start
mouth-to-mask ressuscitation by using the pocket mask. If none
of the two blown breaths make the chest rise, reposition head
and blow two more breaths.
• Verify circulation through such signs as coughing or any other
physical response to mouth-to-mask action. If there are no
circulation signs…
• Start CPR: place heel of the hand (heel and hand) on chest
center between nipples. The reference is forefinger or little
finger on nipple line according to attendant’s position in relation
to the victim. Chest compression should be performed uniformly
and with rhythm (15x2). Speed of the compressions will be
fundamental for its success. Count-out the cycle aloud. Speed
of the compressions will be fundamental for its success, which
should be executed at a rate of 100 chest compressions per
minute.
• Recovery position: when the victim recovers signs of
circulation, verify breathing. If positive, monitor breathing
continually and place the victim in a recovery position with
oxygen flow set at 4liters/min. until the arrival of advanced care.
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OBSTRUCTED AIRWAYS
If an adult or a child is conscious and unable to speak, breathe or
cough, give at least five abdominal compressions:
• Position yourself behind the victim.
• Make a fist with one hand and place the thumb-side against the
middle of the victim’s abdomen, just above the navel and below
the rib cage.
• Give at least five abdominal compressions.
• Compressions must be given separately and with an effort to
force out the obstruction.
After completing five abdominal compressions, verify the results and
confirm your technique. Repeat this cycle if necessary.
For pregnant women and obese victims, if the abdomen is an
obstacle, apply compressions directly to the chest by employing the
CPR position.
For babies up to 1 year old:
• Give five taps to the back.
• Put the baby face down over the forearm.
• Give five taps on the back and between shoulder blades by
using the base of the hand.
• Give five compressions to the chest.
• Draw an imaginary line linking the nipples and measure three
finger widths below this imaginary line.
• Raise the finger closest to the imaginary line.
If the baby loses consciousness:
• Give two slow breaths.
• Start the cycle again:
− Five taps.
− Five chest compressions.
− Two breaths.
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FAINTNESS
Leading incidence of on board illness. It is the sudden and temporary
loss of consciousness. The most common causes are:
• Abrupt change from the seated to standing position.
• Emotional factors.
• Fatigue.
• Excessive consumption of alcoholic beverages.

PROCEDURE
• Have the victim lie down and with both legs raised.
• Loosen clothing.
• Request a volunteer doctor.
• Keep adjacent areas ventilated.
• Constantly check vital signs. If necessary, apply therapeutic
oxygen.
• When victim recovers consciousness do not allow him/her to
stand up abruptly.

DIZZINESS
Frequently, prior to loosing consciousness, a person may feel dizzy,
experience darkening of vision and pallor.

PROCEDURE
Victim should be placed with head lower than chest, by reclining the
seat or if possible, lain down on the cabin floor. This position allows for
better blood circulation to the brain, thereby improving the victim’s
overall condition. Should the victim faint, then follow the procedure
described under the item FAINTING contained in this section.
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STROKE (ICH INTRACEREBRAL HEMORRHAGE)

A stroke should be suspected when the victim presents the following
symptoms:
• Sudden numbness of the face or weakness of arm or leg on
either side of the body.
• Sudden confusion, speech impairment or difficulty to understand
and/or maintain a coherent dialogue.
• Sudden diifficulty to stand or walk, dizziness, loss of balance or
coordination, all of which cannot be attributed to a specific
cause.
• Loss of consciousness.
• Persistent, severe and sudden headache, followed by all of the
symptoms described above.

PROCEDURE
• Request a volunteer doctor.

PAINS
Pain is always an alarm signal given by some system or organ of the
human body.
To evaluate pain the followings aspects should be considered:
• Intensity: the more intense, the worse the victim’s conditions.
• Location/Irradiation: where the pain is located or whether it
moves.
• Type as how the pain is described: twinge, tightness, pressure,
knifing sensation, etc.
• Associated symptoms: perspiration, shortness of breath,
accelerated breathing, overall discomfort, etc.
• Factors that cause pain relief or worsening, nutrition, physical
movement, etc.
• Frequency: continuous or pulsating pain.
Try to identify these aspects to inform medical services.
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HEADACHE
Ask victim if pain is of the habitual kind. If the answer is yes,
recommend use of the usual pain-relieving agent. If not, provide the
analgesic available in the medical kit (always ask if the victim is
allergic to any of the medical ingredients contained in the analgesic).

TOOTHACHE
Ask victim if there is a medication that is usually taken. If the answer is
yes, recommend its use.

EAR DISCOMFORT OR PAIN

Ask victim if allergic to any medication and make available the one
available in the medical kit. Orient victims to look for a doctor on the
ground.

CHEST PAIN
Chest pain is frequent among those that suffer from heart problems.
Cardiac pain normally has the following symptoms.
• Pain in the middle of the chest accompanied by a sensation of
pressure or weight that can irradiate to the jaw, left arm or both
arms.
• Shortness of breath.
• Perspiration.
• Nausea.

PROCEDURE
• Try acting in the fastest and most efficient manner, bearing in
mind the seriousness of the symptoms.
• Maintain the person in resting position (recline the seat, if this
will not increase discomfort).
• Loosen clothing.
• Ask about the usual medication the person may carry.
• Administer therapeutic oxygen at a rate of 4l/minute with mask
connected to the cylinder.
• Request a volunteer doctor.
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CONVULSIONS
Convulsions are involuntary muscular contractions, followed by loss of
consciousness.

COMMONEST REASONS
• Epilepsy.
• Brain tumors.
• High fever.

PROCEDURES DURING CRISIS

• Protect the victim from injury. Guarantee that airways are open
after the crisis.
For this purpose:
• Protect the person’s head.
• Remove adjacent objects that may cause injury to the victim.
• Try not to restrain movements of the victim.
• In case of abundant salivation maintain the victim on his side.

PROCEDURES AFTER CRISIS

• Administer therapeutic oxygen at a rate of 4l/min with mask
connected to the cylinder. Leave the victim in a recovery
position (laying down and on the left side).
• Request volunteer doctor.
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CHILDBIRTH
Call a volunteer doctor.
Childbirth is a normal act. Let nature follow its course. Wait for the
child to be born, taking some care:
• Accommodate mother in a calm and reserved place.
• While in labor, the mother can alternate between seating and
lying on her left side, which provides better oxygenation for both
mother and baby.
• Lay the mother down over blankets, between the two last seats
and with head turned towards the tail of the airplane. Legs
should be spread, knees flexed and buttocks resting over a
moving seat.
• Have ready boiled water, clean cloth, two strong and thick
strings, and a knife or scissors.
• Wash hands and use disposable gloves.
• Keep everything clean around the mother.
• The closer to birth, the smaller the intervals between
contractions, which should occur every five or three minutes.
The water bag will burst followed by loss of amniotic fluid.
• During childbirth, just support the body of the child being born.

PROCEDURE AFTER BIRTH

• Clear the airways (nose and mouth) with a clean cloth, taking
care to maintain the baby slightly lower than the mother. Hold
the baby carefully given that it is slippery with amniotic fluid.
• After the baby has cried, cut the umbilical cord:
− Measure 5cm of the umbilical cord, approximately four
fingerbreadths, from the baby’s navel tie it firmly, in order to
interrupt blood flow. Next, measure another 10 cm and tie
again. There should be a distance of approximately four
fingerbreadths between both knotting points.
− Now cut the umbilical cord.
• Do not wash the baby. The white film covering the baby is
protective.
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• Let the mother rest.

• To aid removal of the placenta, gently massage the mother’s
abdomen, taking care to avoid pulling or placing any tension on
the umbilical cord. When the placenta is practically out, take it
with both hands, taking care to turn it always in the same
direction until it comes totally out. Wrap it with a slightly
moistened cloth so that a doctor may determine if the entire
placenta was delivered.
Stimulate the baby to cry, if it does not happen naturally. Lightly
massage the soles of the feet. If it doesn’t cry, put your mouth over the
baby’s mouth and nose and suck twice and then blow, observing if
there is breathing movement.
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ANNOUNCEMENTS GUIDE
EMERGENCY ANNOUNCEMENTS
Please refer to the Emergency/Abnormal Procedures, Section 3-25,
where announcements are showed in conjunction with proper actions
that should be taken in this kind of situation.

REGULAR ANNOUNCEMENTS
DURING BOARDING
“Good (Morning/Afternoon/Evening) ladies and gentlemen.
Welcome aboard the EMBRAER 190/195.
For your safety and comfort, please stow your hand luggage in the
overhead compartments or under the seat in front of you.
Some electronic devices, such as mobile telephones and two-way
pagers, are not approved for in-flight use. Please, ask the Cabin
Crewmembers for further information about the use of any restricted
items.
Passengers seated next to the emergency exits may be requested to
operate them. Please read the Safety Information Card located in the
seat pocket in front of you and if there is any doubt contact one of the
Cabin Crewmembers.
Also note that is forbidden to smoke at any time during the flight. For
this reason, all lavatories are equipped with smoke detectors.
Thank you.”

AFTER DOORS ARE CLOSED

“Ladies and gentlemen, we kindly request that you turn off your mobile
phones at this time. They must remain off until the end of the flight.
Thank you for your cooperation.”
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DELAYED ENGINE STARTUP AND DEPARTURE FROM GATE

“The captain has just informed us that due to:
• Cargo loading delay.
• Check in procedures delay.
• Special security measures.
• Bad weather conditions here in_______.
• Refueling procedures.
• Technical reasons.
• Heavy air traffic here in ________.
• De-icing procedures.
Our flight/takeoff/landing will be delayed in approximately_______.
Thank you.”

TAXI
“Once again, a very pleasant good (morning/afternoon/evening) ladies
and gentlemen. It is a pleasure to welcome you on board this
EMBRAER 190/195 now departing to ________.
The In-flight Crewmembers flying with you today are ________ and
________. Our Captain is ________ and he will be assisted by
Captain ________. In preparation for departure, check that your
seatback and tray table are in the upright and locked position. For
everyone’s safety, Federal Aviation Regulations require you to comply
with all lighted signs, posted placards and crewmember instructions:
• To fasten your seat belt, place the metal fitting into the buckle,
and adjust it by pulling the strap. To release it, lift the top
portion of the buckle.
• In the unlikely event of cabin decompression, oxygen masks
will be released automatically from overhead panels. To start
the oxygen flow, pull the yellow mask out of the retainer, pull
the yellow mask firmly toward you, place it over your nose and
mouth and breath normally. Be sure to secure your own mask
before assisting others.
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• Your seat cushion may be used as a flotation device. In case

of a water landing remove it and take it with you.
OR
• A life vest can be found under your seat. Put it on according to
the demonstration and adjust it by pulling the straps. Just
before leaving the airplane, inflate it by pulling on the red
toggles. If necessary, blow into the tubes. Never inflate your
life vest inside the airplane.
• In event of an emergency, lighted signs on the floor and
ceiling will lead you to the exits.
• This airplane is equipped with 6 emergency exits:
− 2 doors in the front;
− 2 windows over the wing;
− 2 doors in the rear.
• If an evacuation becomes necessary, leave all your carry on
items behind and follow the crew’s instructions.
• Finally, please review the Safety Information Card located in
the seatback pocket in front of you. It explains the many safety
features of this airplane.
On behalf of this EMBRAER Flight Crew, it is our pleasure to have you
on board. Thank you for your attention.”

NIGHT FLIGHT
“Ladies and gentlemen, we will be dimming the cabin lights for
departure. Individual reading lights are located at the panel above your
seat.”

AFTER TAKEOFF
“The flight time to ________ will be approximately ________.
As a reminder, smoking is not permitted in any area of the airplane.
For your safety, please keep your seatbelt fastened while you are
seated.
In a few moments we will begin our in-flight service.
Thank you.”
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OPERATING
PROCEDURES
ATTENDANT
MANUAL

BEFORE LANDING
“Ladies and gentlemen, in preparation for landing in ________, please
ensure that your seatbelt is securely fastened and your seatback and
tray table are returned to the full upright and locked position. Please,
turn off all electronic devices.
Thank you.”

AFTER LANDING
“Ladies and gentlemen, welcome to ________.
For your safety, please remain seated until the engines have been
shut down and the fasten seatbelt signs have been switched off. It has
been a pleasure having you on board our EMBRAER 190/195.
We hope you have enjoyed this flight and that we’ll have an
opportunity to see you again.
Thank you for flying the EMBRAER 190/195 and have a good
(morning/afternoon/evening).”

IN CASE OF INTERMEDIATE STOPS

“Transiting passengers are kindly requested to remain on board” or
“Transiting passengers are kindly requested to deboard”.
“May we suggest to the deboarding passengers that you make sure
you take along all your personal belongings.
Thank you and have a nice day/weekend.”

REFUELING WITH PASSENGERS ON BOARD

“Ladies and gentlemen, may we have your attention, please. This
airplane will be refueled in a few minutes. Please refrain from use
reading lights, attendants call and anything that may cause fire or
spark.
For your safety please, keep your seat belt released.
Thank you.”
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 FLIGHT STANDARD
OPERATING
ATTENDANT PROCEDURES
MANUAL

FLIGHT INTO TURBULENCE

“Ladies and gentlemen your attention please!
We are going through an area of turbulence. For your safety please
remain seated with your seat belts fastened.
Our in-flight service will be cancelled due to bad weather
conditions/discontinued until we have better weather conditions.
Thank you.”

LONG WAIT FOR TAKEOFF DUE TO AIR TRAFFIC

“Ladies and gentlemen,
Due to air traffic constraints, our departure/landing will be delayed by
________ minutes.
Thank you.”

DIVERSION TO ALTERNATE AIRPORT

“Ladies and gentlemen,
The captain informs us that due to bad weather conditions/technical
reasons we are diverting the route to ________ airport in ________.
We apologize for the inconvenience.
Thank you.”

AIRPLANE CHANGE
“Ladies and gentlemen,
We apologize for the inconvenience, but due to operational reasons,
another airplane will be used for the continuation of this flight.
We now request you to deboard. Please, take all your personal
belongings with you and proceed to the gate.
Thank you.”

MEAL ON THE GROUND

“Ladies and gentlemen,
Due to exceptional circumstances we will be serving (snacks/meals)
on the ground. We are sorry for any inconvenience that it may cause.
Thank you.”
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OPERATING
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ATTENDANT
MANUAL

REQUEST FOR A DOCTOR

“Ladies and gentlemen your attention please,
We need medical assistance. If there is a doctor on board, please
contact one of our flight attendants.
Thank you.”

REJECTED TAKEOFF AND GO-AROUND

“Ladies and gentlemen,
Please remain seated with your seatbelts fastened and wait for further
information.”

RAPID DEBOARDING
“Ladies and gentlemen,
Due to technical reasons passengers must now deboard. All
passengers without exception must leave their belongings on board
and exit the airplane NOW. Wait outside to be guided by a company
representative to the proper area.”

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