CUSTOMER SERVICE BASIC INDOC HANDOUT – MAY 2022, INFLIGHT SERVICE –IFLY IFS

Basic Indoc
Duties & responsibilities of cabin crew

The handout explains the Duties & Responsibilities of cabin crew performed on Board the aircraft. It precisely
explains the individual role of each cabin crew, hence making it both easy to work as a team and as an individual.
The flight is divided into different stages.

Stages of Flight:

 Preflight
 Boarding
 Post door close
 After Take off
 Descent
 After Landing

Imprest Amount: As a part of flight preparations crew to ensure the following.

1. A one-time credit of INR 2000 will be made in your bank account of cabin crew, therefore crew is
required to arrange denominations of smaller currency notes
2. These denominations will have to be individually managed by the crew
3. Therefore, Preparing Cash pouch with change cash is responsibility of individual crew.
4. The crew is required to arrange change as follow
5. 10 Rupee(notes) x50 = 500
6. Rest 1500 Rupees in denominations of 100’s, 200’s and 50’s

Reporting Times:
 Domestic Drop off at the airport(or Reporting time at airport) – D-80
 Domestic Sign in time – D-60
 Report at the aircraft domestic – D-40
 Boarding Starts – D-35
 International Flight Reporting time-D-90
 International Flight Sign-in time -D-75

Pandemic/COVID Related:
 Wear mask
 Sanitize hands frequently
 Maintain Safe distance
 Be courteous and polite
 Keep a watch over pleasantness
 Maintain smile and same can be visible under mask from the eyes and forehead
 Keep a watch over tone (pitch) and volume and sound polite
 Use open palm gestures while guiding customer’s

1st stage- Preflight:

1. Place crew bags neatly in the designated area. (FWD -Loc. 131 & AFT –Loc. 537/538),
D series Aircraft bags to store in Cargo hold
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 CUSTOMER SERVICE BASIC INDOC HANDOUT – MAY 2022, INFLIGHT SERVICE –IFLY IFS

2. Safety check and security check.

3. Service check on ground for cabin, galley & lavatories

Note-During this phase & also during the entire course of flight it is mandatory to make sure that your working area’s
namely Cabin, Galley & lavatories are to be clean & spotless.

Pandemic/COVID Related:
 Ensure proper sanitization is done
 Ensure same is done by cabin appearance team on ground

Preflight check of Cabin:

L1: (3 points)
1. Boarding mat present and not overlapping.
2. FAP, Plexi screen and bulkhead should be clean without any finger prints.
3. Boarding music to be played at volume 5

Seat Pocket Dressing – Seat pockets must be dressed prior to landing in your respective zone. Carry a few sets of zip
pouches containing air sickness bag & SIC along with Hello 6E magazine to replenish/change wherever required. This
should be done without disturbing the Customers

Note: Seat Pocket dressing helps to save time on ground

R1, L2, R2 (respective zones): (10 Points)

1. Cabin, flight deck and lavatory doors are clean.
2. Aisle and cross aisle clean and clear.
3. Cleaning mat not present.
4. Seat back straighten, seat and head rest cover clean
5. Tray table clean and closed.
6. A get well soon bag with a safety instruction card with a hello 6E magazine in front of it in the seat back
pocket.
7. Window shades open (closed in summers)
8. Air vents open, reading lights off
9. Overhead bins clean and open.
10. In the small overhead bins:
30 C- extra hello 6E magazines, head rest covers, get well soon bags and safety instruction cards.
1D- 1CDLB, 2 Braille Safety Instruction Guide, 2 PRM Guide

Note: Currently Hello 6E magazines are only being uplifted in middle seat pockets due to COVID 19 until
further notice
Preflight check of Galley:

L1 R1 R2 L2
Take MHS handover (Full Take physical handover of Take physical handover of Take physical handover of
cart) F&B cart and SMU from F&B cart and SMU from F&B cart and SMU from
From the security staff catering staff catering staff catering staff
 50 solo flier
passports Ensure boiler is functional Brakes of cart and latches Ensure boiler is functional
 3 receipt booklets of SMUs working of her
 2 MPOS roll Galley top floor clean own cart Galley top floor clean

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 CUSTOMER SERVICE BASIC INDOC HANDOUT – MAY 2022, INFLIGHT SERVICE –IFLY IFS


4 blank Carts and SMUs clean Carts and SMUs clean
Calculation sheets
 15 each loading Brakes of cart and latches
and off-loading of SMUs working of her
stickers own cart
 20 order sheets
 Extra seals
Take physical handover of
her F&B cart and SMU

FWD Full / MHS Cart: Catering team to uplift 05 separate zip lock bag in the MHS cart on the base departure and
each zip lock bag will consist of below mentioned items

Blank carbonized CHS sheet - 02 sets in quadruplicate (01 set consist of 16 copies, 4 x 4 for L1, R1, L2, R2 each)

S.no Items Name Qty

U/S Stickers (per Envelope)-

1 4
Unserviceable stickers

FOB Sample Bags-Foreign object

2 10(total count)
bag
Note: Spill over SMUs will be divided
3 Cash Envelope 16 amongst forward and Aft between R1 and
4 Yellow seals 0 L2

Note: in some aircrafts there is no space

5 Blue seals 30
to store crew bags, in case stroller’s bags
Handover sheet booklet(to to be kept in cargo hold
6 1
capture X\L row sales)
Location of Half cart top extensions:

2 Cart top extensions would be uplifted Behind Row 30

2 Cart top extensions would be uplifted in location 131
(In-case the Velcro is not working or damaged to be mentioned in CDLB)

On-ground handover process

 All crew must take the catering handover on ground.

 L1 & L2 must take the handover first followed by R1 & R2
 Any discrepancy regarding F&B items in the carts & SMUs must be notified to the catering staff immediately
and the same must be mentioned and corrected on CHS by the catering/security staff
 CHS (04 each) will be uplifted for all carts:
o 01 signed copy for the dep. catering staff
o 01 copy for the crew
o 01 signed copy for the arrival catering staff
o 01 copy for the finance
 Post tallying, sign the CHS & handover 1 copy to the dep. Catering/Security staff

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 CUSTOMER SERVICE BASIC INDOC HANDOUT – MAY 2022, INFLIGHT SERVICE –IFLY IFS

NOTE: Spill over SMUs will be divided among all the crew as per current process

Merchandise (MHS): Currently MERCHANDISE sale is discontinued due to Pandemic/COVID 19

The Hello 6E and 6E World will be updated with the range of the items which will be available at the AVA outlets at
arrivals on selected airports.

Salient Features:

 AVA Merchandizing Retail Stores are located in the arrival hall at few domestic airports

 No merchandize products will be available onboard

 One full cart will be loaded in the forward galley for Cockpit Entry Procedure

 Updated announcements enclosed for reference

 Enclosed is the process draft for the AVA sales

 Lead to continue filling a separate Sales Portal for XL row

• AVA sales counters are available at the following 21 airports in India:

Ahmedabad (T1) Dibrugarh Lucknow (T2) Pune

Amritsar Guwahati Madurai Ranchi
Bengaluru Hyderabad Mangalore Thiruvananthapuram
Bhopal Indore (GI) Mumbai(T2)
Chennai Kochi Nagpur
Coimbatore(T1) Kolkata Patna
Handover Sheet: This will be available as a triplicate copy in a booklet available onboard to capture XL row sales by
the Lead

1st Copy: to be handed over to the Finance Team

2nd Copy: to be retained by the crew

3rd Copy: to be retained in the booklet for record purposes

FS
Currently there are no merchandise products or merchandise sales on domestic flights, however below are
few FAQ’s to build interaction skills and to answer customer in case of any query

FAQs :

Q1. Where can I purchase the Merchandise shown on your Inflight Magazine?

Ans. “Sir/Ma’am , you may purchase the products on arrival at AVA Merchandizing Retail Stores available at selected
Arrival Terminals in India” (sector details are mentioned in the catalogue)

Q2. The product I bought is defective. How can I get the same replaced?

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Ans. “Sir/Ma’am, AVA offers free replacements to customers, in case of any manufacturing defect (defective or in
non-functioning condition) it should be reported within 48hours (2 days) of the product purchase date. You may call
@ 0124-4740800 from 09:30 AM to 06:00 PM (Monday to Saturday) or write to [email protected]”

Q3. In case of defective product, refund will be initiated from IndiGo’s end or not?

Ans. “Sir/Ma’am, all payments and refunds will be managed directly by AVA Merchandizing as a Merchandize
Shopping partner of IndiGo. Customers to directly connect at the AVA Contact Centre dedicated for IndiGo
Customers. Call @ 0124-4740800 from 09:30 AM to 06:00 PM (Monday to Saturday) or write to
[email protected]”

Q4. What will be the warranty of Merchandise?

Ans. “Sir/Ma’am, every products available has its own warranty associated and the same is mentioned in the
catalogue.”

Q5. Where can I raise a query regarding the Merchandise purchased?

Ans. “Sir/Ma’am ,if product develops any kind of manufacturing defects within warranty period (while using it) then
you can write to [email protected] or their dedicated contact centre for IndiGo passengers at 0124-4740800
from 09:30 AM to 06:00 PM (Monday to Saturday)

Q6. If I purchase a product from one airport and the product turns defective, can I report this on AVA outlet on
another Airport? Ans. “Sir/Ma’am, you are required to get in touch with AVA contact center. AVA has a dedicated
call center no. to address the customer queries/complaints dedicated for IndiGo passengers. Post raising the query
by IndiGo passengers AVA will issue a Customer Complaint Reference Number (CCRN) for further coordination and
status update.”

Q7. If my queries are not answered or resolved by AVA Contact centre?

Ans. “Sir/Ma’am, in such case, you may contact IndiGo Contact Centre and share the details and queries.”

Q8. In case of non-availability of products at AVA Store, how can I place an order?

Ans. “Sir/Ma’am, in case of non-availability of products stock at AVA store, you can still make a purchase and the
products will be delivered at no extra cost at your doorstep.”

Q9. What is the mode of payment for the items delivered at my home?

Ans. “Sir/Ma’am, in case of non-availability of products at the AVA store, the payment is to be done in advance
(through CC/ DC/ Cash) and place order to get the products delivered.”

Q10. Do I get some discount if am using master card as there is 20% discount on the flight?

Ans. “Sir/Ma’am, the MasterCard offer is applicable only on Food and Beverage option only.”

Preflight check of Lavatories and 8 Step cleaning process:(8 Points)

1. Toilet seat is clean and dry

2. Sink is clean and dry. Check the availability of hot water in the faucet
3. Soap is minimum 60%full
4. Waste bin flap is spring loaded
5. Flush is operational
6. Floor is clean and dry
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7. Mirror is wiped, Mop should not be visible & discretely kept

8. Hand tissues and toilet paper are present in sufficient quantity & toilet rolls folded in a Triangular
shape

Pandemic/COVID Related:
 Soap dispenser to be 100% full
 Lavatory to be sanitized on ground by cabin appearance team

Responsibilities before boarding (6 points)

1. Keep Trays (water, currently small water bottle’s) ready in the galleys for Customers, in case they ask for
water during boarding
(Currently discontinued due to COVID /Pandemic) However keep water bottle’s ready instead
2. Fill water jugs (Currently not following same due to COVID) and flasks
3. Prepare demo kits
4. Log in into POS machine
5. Quickly check your grooming before Customer boarding
6. Prepare F&B carts

2nd Stage -Boarding:

For 1 Point boarding For 2 Point boarding

 L1 – FWD entry door  L1–FWD entry doo
 R1–Row 1 to 11  R1–Row 1 to 15
 R2 – Row 12 to 21  R2 - Row 16 to 30/31
 L2 – Row 22 to 30/31  L2 -AFT entry door

Cabin Attendants role in Boarding: (8 points)

1. Greet, Assist and Smile
2. 4 Point greeting – Smile, Eye contact, Stand in Poise and Greet
3. Direct Customers to their Seats
4. Assist with their luggage
5. Assist special need Customers
6. Profile Customers
7. Close overhead bins as full
8. Brief Customers ASAP

4 Point greeting to be followed both during boarding and deplaning

Bags to be placed under seat, crew to assist customers with same and any bag that doesn’t fit under seat, then only
in overhead bin.
Note - Pandemic Related:
Crew to ensure customers are wearing masks ,if not politely request customer’s to wear the same
Crew to arrange bags timely in cabin, to avoid any bag related complains and delays, in each zone crew to
proactively assist and secure bags immediately.

Special need Customers: Unaccompanied Minor (UMMR): Mother with Infant:

 Differently abled  Board First, Deplane Last  Help with baggage
 Unaccompanied Minor  Pre- board them
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 Elderly  Hand Over from Ground Staff: UNM,  Encourage Mother to Feed
 Expectant Mother Travel Documents & Belongings Baby for Takeoff & Landing
 Parent with Infant  Greet UM by Name, Introduce Self  Brief mother
 Medical Case  Complete Documentation Formalities  Brief Mother on Diaper
 Seat UM Close to Galley, Ensure Changing Shelf availability
Comfort
 Brief UM about transit flight
 Assign a buddy
Solo flier passport to be given to UNMR and
also any children travelling. Passport to be
dully signed by PIC if not somehow then lead
cabin crew to sign.
Elderly / Aged: Expectant Mother:  Medical documents: Hand
 Meet Customer at Door &  Assist to Carry Baggage & Seat over from CSA
Assist to Seat Customer  Seat Close to Toilet
 Support Generally Given  Offer water. Check on Comfort  Brief Customer / Escort on
at the Arm or Under  Seat Close to Toilet Safety Issues Prior to Take-off
Armpit  Brief about the lavatory & seatbelt  Inform fellow crew members,
 Carry & Stow Baggage may need medical assistance
 Offer water in Flight
 Check Requirement on
Medication & Frequency

Note: during COVID/Pandemic avoid any seat change, politely request & pursue the customer to be seated on
designated seat

Responsibilities immediately after boarding (7 points)

1. Close all overhead bins

2. L2 does the final walk around in cabin from row 30-1
3. L2 to confirm to the Lead that all briefings have been done post verifying with R2
4. R1 pass all briefing checks to the Lead directly
5. After arming the doors, remove hats and wear cabin shoes
6. Carry out demonstration
7. Secure the cabin.
(Note: * It is Mandatory to change cabin shoes in the Lavatories, also hands need to washed & sanitized.)

NOTE During COVID/Pandemic : while assisting customer with bag first try to request the customer to keep bag by
himself , however crew to use thinking on feet to distinguish between who really needs assistance ( e.g. : paraplegic ,
wheel chair , child , parent with infant etc. ) , if customer insists crew to keep bag maintaining safe distance and use
Paper serviette to open overhead-bin and keep the bag (Please inform customer to avoid taking out bag during
flight unless really important .Close the overhead bin and dispose used serviette in waste bin and sanitize hands )

3rd Stage-Post Door Close:

Lead would also make announcement for XL rows (Extra leg room seats) that are rows, 1, 12 and 13 which are
chargeable seats on board.

CPML/CPTR Customer’s get 50% off on XL seat purchase on board)

For Customer without any SSR:
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MPOS & Sale portal Domestic International

XL Seat - Regular INR 1000 19 USD

For Customer with SSR CPTR/CPTR-CPML / CPML

MPOS & Sale portal Domestic International

XL Seat - Regular INR 500 10 USD

Safety Demonstration:

 The DEMO equipment must be kept on the portside tray table, preferably
L1 R1 R2 L2

Aft galley Row 1 Row 12 Row 22

Securing for Take-Off:

 Cabin: (3 points)
1. After the completion of safety DEMO, secure the cabin, galley & lavatory & verbally notify L1
2. To Secure the Cabin, Open window shades, Close tray tables, Switch on reading lights, switch off mobile
phones, straighten seat back & Fasten seatbelt
3. AFT Cart top extensions must be stowed behind Row 30 & secured with Velcro strap
Galley: (5 points)
1. Half carts must be latched & stowed one in front of the other & the brakes must be applied
2. SMUs & other compartments must be latched
3. Ensure boilers are switched off
4. There should not be any loose item in the galley/on the galley top
5. FWD Cart top extensions must be stowed in FWD galley (Location 131)
 Lavatory: (1 point)
 Lid must be down & lavatory must be latched
th
4 Stage- After Take Off:

Responsibilities after take off

L1 (5 points) L2 (5 points) R1 and R2 (3 points)

1. Switch on the cabin lights 1. Take a round in the cabin to 1. Switch on the boiler
2. Unlatch the lavatories check Customer welfare 2. Prepare the cart for F&B
3. Take refreshment requests 2. Unlatch the lavatories 3. R1 to man the FWD galley if the
from the flight deck 3. Attend to call lights if any flight deck is being served
4. Make pre-recorded 4. Check on UNM welfare &
announcement. serve first.
5. Prepare F&B carts 5. Prepare F&B Cart.

Note: Under no circumstance the forward galley will ever be left unmanned, except when meal cart service in underway

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 To manage the impact of mosquitoes in a more effective manner the Galley light settings needs to be set as mentioned
below and depending upon the time slot the flight is being operated:
 0430-0700 hours – Dim 2
 Post 1800 hours – Dim 2

Flow of service:
Crew to ensure to assist each other post they are done with their individual tasks

Sectors Flow of Service

BLOCK TIME: 0-30  The Hello 6e Magazine announcement not to
 DEL- IXC- DEL be made on these sectors
 DEL-DED-DEL  No sale of food and beverage
 IXJ-SXR-IXJ  Identify the SSR’s on the manifest
 PAT-IXR-PAT  Only CPML/CPTR along with snack code will be
 COK-TRV-COK served on board - Cookies/ Cashew nuts along
 DEL-JAI-DEL with a bottle of water pre-set on the tray)
 IXA-GAU-IXA  Carts not to be rolled out (leads discretion)
 MAA-BLR-MAA
 PAT-VNS
Any sector between 0 – 60 mins  1 Round of F&B service: No Hot Snacks and hot
beverages to be served
 1 clearance
 Final round of Clearance
 (crew to ensure to follow Thank you round
and Interaction round, both may be clubbed as
well)

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Block Time: 61 mins to 75 mins  01st round of F&B service along with hot meals
 Clearance round
 Complementary distribution (if applicable)
 Final round of clearance

1. Offer Only Maggie and Upma as hot snack

selection
2. The hot snacks will be uplifted in the SMU for
individual crew (as uplifted currently)
3. Crew members must display Maggie and
Upma as hot snack options on the cart top
extension for service
4. This will be applicable for regular and SSR
consumption (Except Pre-booked – serve them
as per the code on the manifest)

75 mins and Above  01st round of F&B service along with hot meals
and beverage.
 Clearance round
 Complementary distribution (if applicable)
 Final round of clearance

Domestic Departures -between 2200-0400 hrs  One Round of F&B

 One Round of Clearance
 Final round of Clearance on tray

F & B is done by all crew and its important to assist each other .
Carts to be rolled out at:
Forward Galley: 8 minutes post the crew members are releases for services if flight deck being served)
Aft Galley :5 minutes post the crew members are releases for services

 All crew to start the service from the following rows:

 L1 – Row 1 facing the AFT
 R1 – Row 10 facing the flight deck
 R2 – Row 11 facing the AFT
 L2 – Row 30 facing the flight deck

 Clearance is done by R1 & R2, from Row 1-30 from aisle to window
 R2 to carry wet towel with clearance bag to clean the tray table if dirty
 Final Clearance done at the top of descent/when the Captain says “crew to prepare for arrival/20 mins prior
to landing”

Points to take care during F & B: (12 points)

1. Carry a tray, MPOS & manifest while taking orders
2. Address the Customer by last name
3. Be aware of what options are available
4. Be proactive in suggesting alternative
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5. Suggest new choices/personal recommendations

6. Logo should always face the Customer
7. Always inform 3t’s while taking order and while serving the customer
8. Always pour water till the recommended line for hot snack
9. While serving hot snacks and beverages caution the customer
10. 1 paper serviette to be given per pax
11. Hold the glass/ cans from the bottom and not the rim
12. If MPOS doesn’t show a CPML Customer Cross check boarding card, manifest, e-ticket –if still doesn’t reflect
then serve as purchasable offering and offer receipt if need be

Cart Placement Airbus A-320

Allocation Service Zone Number of rows Cart Placement

L1 01st to 4th row 4 Facing Aft
R1 10th to 05th row 5 Facing Forward
R2 11th to 20th row 10 Facing Aft
L2 30th or 31st to 21st row 10or 11 rows Facing Forward

Points to take care during Clearance: (5points)

(Crew may start clearance with small clearance bag immediately after they are done with F&B service)
1. R2 (facing cockpit) should clear the tables and not to hold the bag
2. R1 (facing aft galley) should hold the bag
3. Change the bag, once it is approx. ¾ full, torn, stained or too heavy. Keep a regular check on the condition of
the clearance Bag
4. R2 to carry wet Hand towel from Lavatory and keep it handy during clearance to clean the tray tables if dirty
5. Call lights can be reset with plastic gloves on during clearance.

Responsibilities Post Service: (6 points)

1. Check lavatory after every 2-3 Customers or before a lady
2. All crew must interact with minimum 5 Customers
3. Be proactive to anticipate Customer requirements
4. Carry out a beverage (saleable) round with glasses of water, every 10 mins
5. Check on UNM’s welfare
6. Return balance/collect I owe you slips (if not done earlier)

Note: Customer can share their feedback via email on [email protected]

NPS-Net promoters score- a msg is sent to after 36 hours of customers travel to share feedback
NOTE: Thank-you Round and Customer Interaction:
1. Customer Interaction – All Cabin Crew to interact with minimum 5 Customers in their respective zones.
2. Thank You Round – this will be done by all cabin crew in their respective zones
 L1: 1st to 4h row
 R1: 5th to 10th row
 R2: 11th to 20throw
 L2: 21st to the last row (30th or 31st)
Note: The Thank you round to be done after the feedback announcement by Lead. All crew to start the “Thank
you” round together. Also thankyou round will be restricted to zone as per COVID

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3. The cabin must be monitored at all times during the flight. One cabin crew from each galley must remain in
the cabin. This responsibility shall be rotated every 10 minutes from each galley.
4. At no point, there should be 3 crew members in the same galley.
5. The cabin crew shall serve the Customers who have been assigned “Snack is waiting” tag, in their respective
zone
6. Cabin Crew may carry the Customer manifest on the tray during Thank you/ Interaction round, to address
Customers by name.
Interaction and thank you round are most important aspects of the service. It ensures that all Customers
deplane happy, gratified and satisfied from the flight. It gives us an opportunity to enhance the customer
experience to the maximum. Therefore, it is important that we put equal stress on both the services.

Interaction Round Thank You Round

 To build up a conversation with the Customer  To thank and appreciate the Customer for
(not personal) choosing IndiGo
 Crew must interact with Customers during all  Thank you round must be done post feedback
phases of the flight, mandatorily post service
announcement by all crew together in the
cabin
 Helps us build rapport with the Customer  Cabin Crew may carry the Customer manifest on
 Appreciate the Customer for his / her patronage the tray during Thank you/ Interaction round, to
 Select the Customers with whom you are able to address Customers by name
strike a meaningful conversation  Different verbiage must be used to thank the
 Do Not restrict yourselves to a particular group of Customer else will sound robotic
Customers, e.g. children / mothers with infants /  Crew may use ear shot technique to thank the
elder Customers only Customer
 Do not make too many assumptions about the  Be genuine
Customer basis his / her clothing  Maintain eye contact with positive body language
 Always close a conversation on a positive note and facial expressions
irrespective of Customer’s response
Few Verbiage Options:
Suggested Verbiage:
“Good evening Ladies and Gentleman, I would like to
“Good evening Mr. Singh, My name is Urvashi, May I thank all of you for giving us an opportunity to serve
take a minute of yours. I hope you had a comfortable you. Hope you all had a comfortable flight with us and
flight with us”. we hope to see you all on IndiGo flight soon”.

Some conversations areas:  “Good evening Ladies and Gentlemen,

 Destination that customer is travelling thank you for choosing IndiGo. We look
 Whether the customer travels to this destination forward to serving you again”.
often
 A book that the person is reading

To ensure effective Customer interaction and thank you round on all flight, crew must follow the below points:

 on short sectors (0-60): Interaction and thank you round can be clubbed together and done post
feedback announcement

 On long sectors (61+) : After service, a separate interaction round and separate thank you round must
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be done

 Crew members to stay in the cabin for as long as possible and have conversations with many Customers
& not restrict herself to only 5 Customers. Lead to encourage her team to interact with Customers
th
5 Stage: Descent prior to landing

Initial Descent
• 20 minutes prior to landing the Captain shall make an announcement “cabin attendants to prepare for
arrival”. (6 points)
1. The C/C to begin preparing for the landing once the S/B sign comes on
2. R1 and R2 to clear the cabin with the clearance bag. Ensure the maximum trash collection
3. CA must take the physical counting of the F&B items (Carts & SMUs) and do the closing before landing
4. Crew to carry wet Hand towels from Lavatory during Clearance
5. Close the respective F & B sales on MPOS & fill up the CHS/MHS (last sector)
6. Secure cabin and galley

Helpful Tip: L1 & L2 should close the sales immediately after the final F&B service. R1 & R2 to close the sales after
final clearance

• Secure Cabin, Galley & Lavatories (clearance bags to be secured in the lavs, on the floor)
 OPEN: window shades
 CLOSE: tray tables
 SWITCH ON: reading lights
 SWITCH OFF: mobile phones
 STRAIGHTEN: seat back
 FASTEN: seat belt

• If it’s the last sector:

1. All crew shall close galley and account for all the F&B sales
2. Fill up the CHS after closing of F&B cart.
3. All crew to change into heel shoes

• Secure the galley – Carts must be stowed together & braked & latched, SMUs must be latched, boilers switched
off, water & hot water flasks empty, cart top extensions must be stowed back & there should be no lose item on
the galley top
(Note: It’s Mandatory to Change Shoes in Lavatories & not in galley is it aft / Fwd. Also hands needs to washed &
sanitized.)

06th Stage – Post Landing:

After landing: Wear hats before Customers start disembarking

For 1 point disembarkation:

• L1 – at FWD door
• L2, R2 – at last occupied row- wishing and greeting customers
• R1 – accompany first Customer from FWD door
 Aero ramp: stand on the second square patch
 Step ladder: last ladder
 Aerobridge: with L1 in the aircraft

For 2-point disembarkation:

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• L1–FWD entry door

• L2 – at AFT door
• R1 – accompany first Customer from FWD door
• R2 – accompany first Customer from AFT door
 Aero ramp: stand on the second square patch
 Step ladder: last ladder
 Aerobridge: with L1 in the aircraft
During transit stop:
To minimize our turnaround time, Crew’s role in Pit Stop: L1 and R1, (row 1-7) & L2 and R2 (row 24-30) :
Pit-stop duties (10 Points)
1. Seat Belts IndiGo way
2. Window shades down for 1-7 and 24-30 rows
3. Tray tables left open if dirty, leave it open for the cleaners to clean
4. Ensure seat pockets do not have any trash
5. Ensure to close First 2 and Last 2 overhead bins and also on overhead bins
6. Open Air vents
7. Aisles and cross aisles clean
8. Ensure if any headrest cover is dirty, immediately get it replaced
9. Seat back pockets replenished with Hello 6E magazine for window and Aisle, also for all seat pockets Get
well soon bags , SIC cards)
10. Lavatories are serviced (Ask cleaner to clean)
Note: 1. Customers must be encouraged to handover all trash from their seat pockets

2. Each crew member must ensure that their “ZONE” is clear of trash post the first round of clearance .

4 cleaner process

 The crew members must ensure that the aircraft is landed clean, seat pockets clearance and dressing to be
maximized during flight
 Cleaners will enter aircraft from L1 and L2 door prior to passenger disembarkation to clean LAV A and LAV E
respectively
 Crew to hold passengers of row 1 and row 30/31 for clear passage to the cleaners
 LAV A will be restricted and all used trash bags must be stowed in LAV D only
 After deplaning is completed, R2 must knock on the LAV E door to advise the cleaner to exit from the lavatory
 R1 and R2 crew members must open their door at transit for cleaning of the waste bin (Crew member not to
leave the door unattended at any time, the door must be closed immediately post cleaning)
 AFT crew to disembark from L2 Ramp/Step, where door is in use – to facilitate minimum movement in cabin
while transit cleaning is on (exception: as per aircraft type where crew baggage is in forward)

Cash Submission: (6 Items)

• Each crew must submit their individual cash in turns in the ICDM machine
• Documents to be submitted along with the cash are:
1. CHS (catering handover sheet)
2. SSR Stubs (special service request)
3. CC slips (credit card slips)
4. ACM (additional crew member) Receipts
5. XL (extra leg room) Seat Receipts
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6. ICDM (intelligent cash deposit machine) Receipt

• All crew to fill sales portal-individually and lead to also fill flight report mandatory
•
Sign Out & Debrief:
• Sign out on the CMS – Chocks on +30 mins
• De-brief-Lead conducts de-briefing and fills up the flight report on the portal including pax handling, safety, first-
aid, incident report, unruly pax (if applicable)

Few Points to Remember:

As a cabin crew it is very important to make flights comfortable and hassle-free for our customers. A crew should
always be proactive, and assisting in attitude with calm approach of handling things. Following are just few pointer
that crew should always focus on :
 Customer First is our Moto and mantra at 6E
 Crew should always smile, be pleasant, courteous, expressive and have positive body language
 Crew should always report on time
 Always keep yourself up to date on SOP’s and latest emails
 Ensure to report to the aircraft on time
 Take handover quickly
 During boarding be very proactive, helpful and assisting
 Help and assist customers with bags
 Be quick with Service
 Proactively attend call bells and customers’ requirements like serving water, adhoc requests and returning
change
 Cart transition is a must, ensure to assist other crew
 Do not be rude to customer’s internal customers
 Ask for help wherever required
 Make a note if you tend to forget
 Be courteous and proactive during clearance: check if customers have not eaten food completely and are
throwing, be vigilant and observe behaviors like: if someone looks upset, someone who looks unwell etc ,
 Be very vigilant and proactive with call bells, even its same row and multiple times
 Avoiding talking to each other in Hindi in front of customers and on cart
 Do not eat in forward galley, if you need to drink water, take it in a glass and drink away from customer’s
visibility
 Ensure cleanliness or, carts , cart top extensions , trays , water jugs ,flasks , Smu’s and galleys all point of
time
 Lavatory to be clean and properly replenished always

PANDEMIC / COVID:
Note: Reading IFS Memo regarding latest update’s and changes is mandatory

With the on-going pandemic situation related to COVID-19 , it is imperative that we follow all the precautionary
measure and hygiene practices
Mask:
 Masks to be wore at all points of time inflight
 Keep a watch on pitch and tone while under the mask
 Keep a watch on facial expressions, specially from eyes and forehead (do not frown)
 Do not touch the mask again and again
Hygiene:
 Keep washing and sanitizing hands
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 Keep check on surfaces and ensure sanitization is followed frequently

 Keep social distancing among each other
 Keep lavatories, galley, and cabin, clean and sanitized regularly and ensure the same is done by cabin
appearance team as well

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