(3)TVJ In-flight Service FDP

IN-FLIGHT SERVICE

STANDARD OPERATING
PROCEDURES

Learning outcome : Be able to understand the
process flows of in-flight services

1

2

PRE-FLIGHT BRIEFING

• P1 hands over 2 cash pouches, 1 calculator with 1000 Baht to
P2

• P2 counts the money and other items and witnessed by P4
• CCs’ personal cash must not be mixed with cash float and

sales revenue
• CCs are prohibited from bringing any food and beverages or

other Items which are identical to those available for inflight
sales
• CCs are subjected to be checked by management.
• Severe action would be taken against CCs who do not comply
with the procedures

3

CASH FLOAT POUCH

• Cash pouch : 02 pouches
• Cash : 1000 THB
• Calculator : 01 set

4

OPENING STOCK

• Cabin crews are to be in the aircraft before departure
to do opening count of F&B , merchandise and
perishable food with BAC staff & to perform other
duties

• Any shortages are to be informed and acknowledged
by the BAC staff

• P2 ensures all items which tally with the numbers
shown in the opening column.

• P2 shall check the quantity of 01 F&B cart ,01
Merchandise cart, and number of hot meals & bakery
once receiving from BAC staff

5

OPENING STOCK COUNT

• P2 ensures all items in good qualities, any defect
items need to return to BAC staff or request to
replaced.

• P2 and BAC staff signs on the hand over form at
the opening table.

• While on board , CC shall be held accountable
for any discrepancies resulting from cabin crew’s
negligence

6

RESPONSIBILITY
P2 shall be responsible for in-flight carts located in

AFT GALLEY as follows:

 01 F&B cart
 01 Merchandise cart
 Perishable food (commercial meals, pre-

book meals and bakery)

7

IN-FLIGHT SALES HAND OVER FORM

• Note: IFCSR will be inside tray table of each cart and P2
will fill the form, opening stock and closing stock for all
sales carts.

• Opening stock will be conducted by P2 for perishable and
non-perishable and shall be recorded in handover form

Amendments:
Cross out the initial figure
The crossed-out figure must remain readable
Write the new figure beside the crossed-out figure and
initial at the side of the new figure
Ensure IFS signature in any changed

8

HOTMEAL HEATING GUIDLINE

• Hot meal will be frozen at -2 degree Celsius
• Hot meal can be kept 4 hours if it is not heated
• Hot meal can be kept 6- 8 hours if it is heated
• Hot meal can be kept longer if keep with dry ice.
• Cabin crew will heat hot meal according to the need in

each sector
• Cabin crew will heat the hot meal in 15 – 20 minutes by

using medium steam mode
• Cabin crew can only reheat or keep warm not more than

3 times . After that all hot meals need to be disposed
• Hot meal need to be handle by oven glove

9

SERVING COCKPIT CREW

• Always prepare the meals & drink on the serving tray
before entering the cockpit

• Drink should always be served only ¾ filled
• Cockpit crew should never be offered the same meals and

should never be offered at the same time
• Wait for cockpit crew to acknowledge your presence before

initiating conversation
• The cockpit crew should be checked once every

30 minutes : Day Time
20 minutes : Night Time
• While serving cockpit crew, CC should not passed food
and drink through the flight controls and switches

10

COCKPIT A320

11

VIP/CIP

• Leave the space in over head bin for pax and assist pax with
luggage

• Give warmly welcome to VIP/CIP pax and welcome drink: a
cup of water with wet tissue

• Offer 01 meal, 01 drink and 01 snack
• P2 states in IFCSR
• Pax will disembark first by van
• Get the best customer care and service from CC
Note:
- Do not change the seat for normal pax to sit next to VIP/CIP
- Give VIP/CIP priority to use FWD lavatory

12

SKYBOSS

• Take priority to board and
disembark the A/C

• Leave the space in OHB for pax
and assist pax with luggage

• Use the private lavatory (LAV A)
• Get the best customer care and

service from CC
• Take priority to use other

services

13

SKYBOSS

• Welcome drink (while boarding)
• A cup of mineral water with SB wet tissue will be

served to SB passenger by Purser immediately
after taking their seats as greeting to welcome
them.
Using mineral water which is selling onboard to
serve.

1 bottle for 1=>2 SB passengers
2 bottles if there are 3=>4 of them.

14

SKYBOSS

• Meals service (After takeoff)

Serving 1hot meal +1drink +1snack which are
available on the menu to passenger.
Note: The hot meal can be replaced by instant
food such as: snack, beverage… if passenger
request or in case the hot meals are not
available on board. However the total exchange
value of the substitution should not exceed the
HM’s price.

15

STANDARD CONVERSATION

Embarkation:

Good morning/afternoon/evening Sir/ Mam. Welcome onboard.
May I help you with your luggage?

Welcome drink service:

Good morning/afternoon/evening Sir/ Mam! May I offer you some
water?

Meal service:

“Good morning/afternoon/evening Mr./Miss (__). My name is (__).
I am the purser of this flight. On behalf of Thai VietJet Air, I would
like to thank you for choosing our SkyBoss service. For this
service, you will be served 01 hot meal, 1 beverage and 1 snack.
Today we have… Please choose from our menu. Which one
would you care for?”

•Here are your (hot meal), (beverage) and (snack). Enjoy your
meal! (when serving).

16

*Check name of passenger and Hot meals before
serving

“สวัสดีค่ะ/ครับ คุณ...(ช่ือผู้โดยสาร)... ดฉิ ัน/ผมช่ือ...เป็ นหัวหน้าพนักงาน
ต้อนรับประจาํ เท่ยี วบนิ นี้ ในนามของสายการบนิ ไทยเวียตเจท็ แอร์
ขอขอบคุณ คุณ... (ช่ือผู้โดยสาร) ท่ีเลือกใช้บริการสกายบอสค่ะ/ครับ
สาํ หรับบริการสกายบอสจะได้รับสทิ ธ์ิในการเลือกรับอาหาร 1 ชนิด
เคร่ืองด่มื 1 ชนิด และของทานเล่นอีก 1 ชนิดค่ะ/ครับ วันนีเ้ รามี......
ท่านจะรับเป็ นอะไรดีคะ/ครับ”
- เสริ ์ฟอาหาร พร้อมบอกรายการอาหารด้วย แล้วทิง้ ท้ายวา่ ทานให้อร่อยนะคะ/
ครับ

17

WELCOME DRINK TRAY SETTING FOR SKYBOSS

18

MEAL TRAY SETTING FOR SKYBOSS

19

CURTAIN FOR VIP/CIP/SB

P4 make sure
curtains opened
and secured when
boarding, take off
and landing

20

CURTAIN FOR VIP/CIP/SB
• Close curtains after take off
• Close curtains between two cabins when

disembarking

21

CUSTOM, IMMIGRATION&QUARANTINE

• CC make sure checked all CIQ information (part 4 CCH),
take CIQ forms before all international flights

• P3 will distribute CIQ from AFT to FWD and P4 will
distribute CIQ from FWD to AFT

• Purser make PA about flight information to pax
• Make sure all pax fill in the forms before arrival
• Any shortage of the forms, P1 noted in EVR for CCD to top

up

22

PRE-BOOK MEAL PROCEDURE

• Every cabin crew shall check the pre-booked meal list sent by
in-flight team via e-mail and take note of any pre-book meals
for each sector.

• Purser checks if the information received from the e-mail are
matching with each other in the team during pre-flight
briefing.

• Once the crews are at the aircraft, P2 will verify the quantity
of pre-book meal & report to P1(ensure that the availability is
enough for your entire flights).

• GO will notify total pre-book meals uploaded according to that
sector by providing the pre-book meal list to purser.

• Cabin crew shall heat the pre-book meals prior to each
sector.

• After take off, proceed with the pre-book meal service and
approach each pax according to the pre-book meal list.

23

PRE-BOOK MEAL

Note:
• To ensure that correct pre-book meal is served, cabin crew must
recognize and double check paxs’ name and meal order are matching
with the pre-book meal list.
• Use crew’s signature on the boarding pass to verify the pre-book meal
has been served.
• At the same time, cross out paxs’ name on the pre-book meal list.
• Be mindful if paxs change the seat, always confirm with the name and
meal order.
• In case the confirmation of PBM is done separately before serving,
never leave the pre-book meal on the tray table without pax at the seat.
• If pax has ordered PBM and either miss or change the flight, that PBM
will not be uploaded to the following flight. Pax can do a refund by
writing a comment form.
• If there are any SkyBoss, VIP or CIP onboard, ensure you keep some
hot meals for them is well.

24

25

SERVICE RECOVERY

• If items not indicated in PM or Special information to cabin
crew but found on the booking or e-mail , crew shall provide
pre-booked meals to PAX, crew take note the PNR (Personal
Reservation) and make a report in EVR and send e-mail to
CCD

• If unable to redeem from commercial stock, record the PNR
in EVR

• If selected meal not available, crew offer another hot meal
and P1 states in EVR

• Provide comment form to pax

26

AFTER TAKE OFF CART SETTING

• Use the red drawer to display food and beverage items
• Ensure brand name of items are shown to the paxs
• The cups must be faced down for hygiene purpose.
• P1 will make sale announcement at FWD cabin including

PBM (pre-book meal) announcement
• PBM service must be carried out first from FWD cabin by P2

and P3
• Followed closely by P1 and P4 who carry out commercial

F&B sales.
• Once PBM service done, P2 and P3 will commence F&B

commercial sales from AFT until meeting P1&P4

27

AFTER TAKE OFF CART TOP SETTING

28

DEFECTIVE ITEMS

• Defective perishables, e.g. food containing traces
of scraps, expired food or snack, …etc. must be
identified and tagged as ‘Defective’

• Defective perishables are to be kept in the cart
for closing stock counted by BAC staff

• Defective perishables will be indicated in EVR
• Defective perishables shall be recorded under

the ‘Detective’ column in the IFCSR

29

DEFECTIVE ITEMS
• Stickers are kept in Purser’s SU
• Use only for F&B and Merchandise items

30

DEFECTIVE ITEMS

31

DEFECTIVE MEALS
• CC is to take the picture and send email to CCD
• The immediate apology and other replacement

meal must be given to the pax

32

REFUND ( FOOD & BEVERAGES)

• If a pax would like to refund, please ensure that
the reason is acceptable before giving the refund

• The items which result in refund must be placed
in F&B cart

• P1 indicates in EVR
• P2 indicates in IFCSR

33

SERVICE FLOW

Flight less than 40 mins
• Announcement will be made and service is upon paxs’ request.

Flight from 40 mins to less than 1 hr 15 mins
• 2 carts of F&B sales.
• Announcement will be made to inform paxs on availability of

merchandise sales onboard.
• Cabin crew walks through the cabin from FWD to AFT with some

merchandise items in hands.
Flight from 1 hr 15 mins to 2 hrs
• 2 carts of F&B sales.
• 1 cart of Merchandise sales to be done after F&B service.

Flight more than 2 hrs
• 2 carts of F&B sales.
• 1 cart of Merchandise sales.
• 2nd F&B service(possibly offer hot meals if time permits).

34

MERCHANDISE SERVICE (flight more than 1 hr 15 mins)

• P2 shall carry merchandise cart to FWD cabin and
set up the merchandise cart top with most of items.

• P2 conducts the merchandise sales after an
announcement from FWD cabin.

• P1 makes announcement from FWD cabin facing
pax.

• P2 will show pax with menu card when cart is
pushed on the aisle.

• P2 will partner with either P1,P3,P4,P5 for
merchandise sales.

35

MERCHANDISE SERVICE

Flight less than 01 hr 15 mins:

After merchandise service announcement,
cabin crew to go through the cabin from
first row to last row with MENU card and
some merchandise items either wear it or
hold it or both.
Ensure to prepare a piece of paper and a pen
ready to write down the order.
The other cabin crews must observe during
Merchandise Service to get attention from
your colleague if he/she needs help.

36

MERCHANDISE CART TOP SETTING

37

MERCHANDISE SERVICE

CC must put on the
VietJet cap and
carry the VietJet
bag when selling.

38

CURRENCY ACCEPTED
• Only THB and USD currency accepted for domestic

flight.
• THB, USD and local currency are accepted on

international flights.
• Crew should check the quality of money before

collection: not old, not torn, not black money.

39

OLD AND BLACK MONEY

40

CLOSING STOCK
• P4 must return F&B cart to AFT galley in last

sector.
• P2 will do closing stock in all carts.

41

RUBBISH COLLECTION

 Collection to be done after in-flight F&B service
and also after Merchandise service.

 P1 to collect from FWD until meeting P3.
 P3 to collect from AFT until meeting P1.

NOTE : AFT facing(facing pax) both way, on the
way going into the cabin and coming back to the
galley.

42

RUBBISH COLLECTION

43

ABNORMAL SITUATION HANDLING

IFS not onboard:
Arrival team( team A), take over team (team B)
•Two teams can meet in AC

P2 of team A will cross check all left items with the P2 of team B

•Two teams cannot meet each other

P2 of team A after closing file, signs the Closing table
P2 of team A leaves 1 copy inside the F&B cart, make sure seal the
cart before you leave the AC
P2 of team B breaks the seals, opens stock and signs the Opening
table
Note: Empty hand over forms and seals are provided by IFS. Forms are
available in the office and some spare on board in the SU FWD galley.
Seals are available in the office and some spare kept with purser.

44

CART SEAL

45

DE – BRIEFING
• P2 will counter check the total sales revenue, which

is witnessed by P3 during de-briefing.
• If it does not correspond to sales figure in handover

form, P3 shall report to P1 and all crews are
accountable for any shortage or excess of money.
• P2 returns the cash pouch and cash float to P1
during de-briefing, which is witnessed by P3.

46

CABIN PATROL

• PROCEDURE : At any time after the service, when you
walk into the cabin always bring along the service tray
and some napkins with you. Also have some of plastic
gloves ready to use in your pocket.

• Aim :
- To avoid holding some loose items or rubbish (e.g. a
paper cup, an empty can, etc.) with your bare hands.
- To use the service tray for clearing if there are some left
over items on passengers’ tray table.
- For serving purposes.
- Use napkin for cleaning the tray table after collecting
some rubbish or give it to passenger when being asked.
- Only wear plastic gloves when dealing with too messy
stuff. And in case of sudden medical case (which contains
body fluid) happens during cabin patrol.
Day flight: every 15 minutes
Night flight: every 20 minutes

47

CABIN PATROL

48

FUMIGATION
• It is required by some countries or some airports

during infectious diseases
• Purser will make announcement
• 2 crew members will process spray the cabin
• Shaking the bottle well before using
• One CC spray from FWD to the AFT. One CC will do

from AFT to FWD until the bottle is empty

49

FUMIGATION

• Must make sure the sprayer is in upward direction (above
passenger’s head upward into the ceiling. Do not spray to
passenger’s face).

• This is harmless to health. However it’s very cold and
easy to get burned.

• Make sure the bottle is empty. Passengers will not be
allowed to disembark if they found even a little amount
remained inside these bottles.

• Put the empty bottles and caps inside the bag then hand
over to Ground staff after opening the door.

50