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Forms of Address

It is important to address passengers correctly at all times, and airlines will usually prefer formal terms of address, such as ‘Sir’ or ‘Madam.’ and these terms are used at all times when addressing passengers, serving refreshments etc. i.e. ‘Would you like some coffee sir?”

Flight attendants who work in first or business class will meet VIPs such as members of royal families, celebrities or politicians and will be given special training and briefings on how to address particular VIP’s.

Greetings and farewells with passengers must always be warm and sincere.[remember what we said about first impressions? Well last impressions are just as important!] Flight attendants are expected to have high standards of interpersonal communication, and this will be tested at interview. Subsequent training will also focus on communication skills, with key points including:

• Correctness of speech (Both tone and clarity)
• Listening skills
• Ability to remember people/places/events
• Importance of posture and not invading passengers personal space, i.e. not sitting on armrests during conversations with passengers, no lounging or leaning over the back of seats.

• Need to not demonstrate any discrimination to customers at any time, in terms of their age, race, religion, disability, and culture.
• Importance of engaging and talking to as many customers as possible
• The intention to make every passenger feel safe and welcomed