Student Name : Miss Oumayma Bannouri

English for cabin crew final exam

Section1 : Vocabulary
Part 1: Scenario-Based Questions

below. Use each word only once:

 turbulence
 boarding pass
 cabin crew
 in-flight announcement
 safety card
* Before every flight, the __________ gather to discuss their duties and ensure everyone is
informed about the flight details.
* Passengers must present their _________ to gain access to the aircraft.
* During periods of __turbulence ________, the seatbelt sign will be illuminated, and passengers
are advised to remain seated.
* Each seat is equipped with a ___ _____ that provides important safety information specific to the
aircraft type.
* The lead flight attendant made an __________ to inform passengers about the expected flight
duration and weather conditions.

Section 2 : Grammar :

Part 1: Fill in the Blanks

Complete the sentences with the correct form of the verb in parentheses:

1. The flight attendants (prepare) __________ the cabin before passengers board.
2. If a passenger (have) ______ a medical emergency, the crew is trained to assist.
3. The safety instructions (demonstrate) __________ before takeoff.
4. Each crew member (check) _________ their equipment before the flight.
5. The passengers (be) ______ ____ required to fasten their seatbelts during turbulence.

Part 2: Sentence Correction

Identify and correct the grammatical errors in the following sentences:

1. The cabin crew is responsible for ensuring the safety of the passenger.

Correction:
 Student Name : Miss Oumayma Bannouri

2. There are many important procedures that every flight attendant must follow them.

Correction
3. Each of the emergency exits are clearly marked.
Correction: _________________________________________________________
4. The flight attendant gave a safety demonstration, and all the passengers was attentive.
Correction: __________________________________________________________

5. If a flight is delayed, the crew must inform the passengers about it.
Correction: ___________________________________________________________

Section3 :Reading comprehension

Passage 1 :

As a cabin crew member, your primary responsibility is passenger safety. Before each flight, you will
conduct a safety briefing, which includes demonstrating the use of safety belts, oxygen masks, and
emergency exits. It is essential to remain calm and clear while explaining these procedures to ensure
that passengers understand the safety protocols.
During the flight, you should constantly monitor the cabin environment for any signs of distress or
emergency. Familiarize yourself with the location of emergency equipment, such as fire extinguishers
and first aid kits. Remember, effective communication with your team and passengers is crucial in
maintaining a safe atmosphere.
Comprehension Questions:

1. What is the primary responsibility of cabin crew members?

2. What are some items that should be demonstrated during the safety briefing?
3. Why is effective communication important during a flight?
4. Name two types of emergency equipment that cabin crew should be familiar with ?

Passage 2 :

Providing excellent customer service is a key aspect of a cabin crew member’s role. Passengers expect
to feel valued and comfortable throughout their journey. Greeting passengers with a warm smile and
assisting them with their needs can significantly enhance their experience.
Listening actively to passenger requests and responding promptly is essential. Whether it’s addressing
a dietary requirement or providing information about the flight, showing empathy and understanding
goes a long way. Additionally, handling difficult situations with professionalism and grace is vital to
maintaining a positive cabin atmosphere.
Always be aware of your body language and tone of voice, as these can affect how passengers
perceive your service. A positive attitude, even during challenging situations, will contribute to a
pleasant flying experience for everyone on board.
 Student Name : Miss Oumayma Bannouri

Comprehension Questions:

1. What is a key aspect of a cabin crew member’s role?

2. How can cabin crew enhance a passenger's experience?
3. Why is active listening important in customer service?
4. What should cabin crew be mindful of when communicating with passengers?

Topic 1: A Day in the Life of a Cabin Crew Member

identification: Write a narrative describing a typical day in your life as a cabin crew member.
Include details such as pre-flight preparations, interactions with passengers, safety procedures, and
any challenges you faced during the flight. Reflect on what you enjoyed the most and what you
learned from the experience.

Topic 2: Handling Difficult Situations

identification: Describe a hypothetical scenario in which you must handle a difficult situation with
a passenger (e.g., a complaint about a delayed flight, a medical emergency, or a passenger
refusing to comply with safety regulations). Explain how you would approach the situation, the steps
you would take to resolve it, and the importance of communication and empathy in your response.

Topic 3: The Importance of Teamwork in Aviation

Identification : Write an essay on the importance of teamwork among cabin crew members
and other flight staff. Discuss how effective teamwork enhances safety, improves customer
service, and contributes to a positive work environment. Provide examples of how you can
foster teamwork in high-pressure situations during a flight.

Choose one out of the three topics and ellaborate on it in 150 words .
Student Name : Miss Oumayma Bannouri

Answers sheet

1. What is the primary responsibility of cabin crew members?

The primary responsibility of cabin crew members is passenger safety.
2. What are some items that should be demonstrated during the safety briefing?
Some items that should be demonstrated during the safety briefing include the use of
safety belts, oxygen masks, and emergency exits.
3. Why is effective communication important during a flight?
Effective communication is important during a flight to maintain a safe atmosphere
and ensure that passengers understand safety protocols.
4. Name two types of emergency equipment that cabin crew should be familiar
with.
Cabin crew should be familiar with fire extinguishers and first aid kits.

5.  What is a key aspect of a cabin crew member’s role?

A key aspect of a cabin crew member’s role is providing excellent customer service.
6.  How can cabin crew enhance a passenger's experience?
Cabin crew can enhance a passenger's experience by greeting them with a warm
smile and assisting them with their needs.
7.  Why is active listening important in customer service?
Active listening is important in customer service because it allows cabin crew to
respond promptly to passenger requests and address their needs effectively, such as
dietary requirements or providing flight information.
8.  What should cabin crew be mindful of when communicating with passengers?
Cabin crew should be mindful of their body language and tone of voice, as these can
affect how passengers perceive their service.