Flight Services – Operations & Cabin Management (FSO)

This course introduces students to a career as a Flight Attendant. The Flight Attendant job description and all its inherent responsibilities will be reviewed with a focus on the requirement to successfully pass an airlines demanding and stressful Initial Training Program. Many responsibilities of the position are mandated by Transport Canada, so their role in enforcing regulations will also be covered. The review of the above two components will then lead into discussions of policies that dictate uniforms, grooming, punctuality and reliability and the influence they have on safety and an airlines place in the market. Students will also be introduced to the Canadian Aviation Regulations in relation to how and when a Flight Attendant works onboard an aircraft. For that reason, lifestyle and work/life balance will be reviewed as students practice bidding and building a monthly block of work. The course will wrap up with a reflection on how regulations, policies, procedures, and schedules all make great demands upon Cabin Crewmembers.

This course introduces students to safety procedures that Flight Attendants must follow to meet the Canadian Aviation Regulations. These procedures and regulations shape the duties, responsibilities, and actions of Flight Attendants on a routine basis. Focus will be given to duties which relate to communication: Crewmember to Crewmember, Crewmember to ground staff, and Crewmember to passenger(s). Also discussed will be the obligation of Flight Attendants to monitor passenger cabin baggage and their use of electronic devices. Safety procedures on the ground, during taxi, take-off, and landing phases of flight, while airborne, during turbulence, and when in the Flight Deck, will all be reviewed at length. In addition, students are required to perform numerous practical drills. These drills are accomplished through role play where students act as a Crewmember. Each scenario is a stepping stone and will build self-confidence. The procedures for each of the subject areas are the foundation of a safe and secure flight and the responsibility of every Flight Attendant to monitor and manage.

This course introduces the student to popular destinations in North America that are travelled to by airlines. In consideration of this, there will be a review of the Canadian Provinces and Territories and a similar study of the United States. Many of the cities in Canada and the US are known to be popular with aircraft traffic. This course will explore the draw to those locations from a geographical perspective. This will lead to examinations of passenger profiles and the best carriers to provide service there. We will also discuss the type of aircraft most suited for it and the service expectations customers might have. Students will learn the applicable city and airport codes and discover some of the more well-known attractions that a Flight Attendant may be called upon to describe and/or to sell onboard the aircraft. Finally, students will become acquainted with the Travel Advisories and Customs requirements of both Canada and the USA and practice filling out not only the Custom Cards for each country but the US Preclearance form as well.

This course looks at various responsibilities within Ground Services, with a focus on the Passenger Service Agent (PSA) position. We will discuss the many responsibilities the PSAs hold and the part they play in ensuring a flight departs safely and securely. The course will progress through all the steps that occur from ticket purchase through to check-in and boarding. Each lesson will breakdown the tasks involved, the purpose of the task and regulation requirements.

First Aid is a valuable life skill that helps protect life and promote recovery in challenging medical situations. This course will provide training to students for common first aid emergencies, combining theoretical knowledge and practical application. Students will learn how to identify illnesses and injuries, the most advantageous treatment to promote recovery and how to operate lifesaving first aid equipment. Students will spend time considering how first aid is delivered onboard an aircraft, the limitations and challenges of this environment and the unique procedures air crew employ to deliver positive outcomes. For students who possess a current first aid credential this course is designed to augment existing training with valuable aviation-specific content and further solidify first aid skills through practical learning in our state-of-the-art Flight Hub. This course is also open to students with no previous training in first aid.

This course introduces students to the expectations of Transport Canada, Air Operators, Passengers and Crewmembers regarding the In-Charge Flight Attendant role. Professionalism will be discussed as it relates to the interactions of In-Charge Cabin Crew with the travelling public, their airline and their colleagues, in leading a safe and comfortable flight and building company loyalty. A capable leader is one who is prepared, organized, patient, and focused. As such, this course will discuss the art of leading whether working in Economy or Business Class. in the cabin or in the galley. while speaking on the Public Address system or one-on-one with Customers and/or Crewmembers. Skills training in the handling of customer expectations, complaints and disturbances in an appropriate manner will also be discussed. Finally, the art of coaching and mentoring will be covered as each student completes practical exercises where they assess the performance of others. All of the above will highlight, once again, the impact a Flight Attendant has on building and maintaining an airlines culture and branding through an understanding and appreciation of their own personality, strengths, and weaknesses and in the management of their interactions with others.

This course introduces students to the expectations of air operators and passengers regarding Cabin Crew professionalism. Flight Attendants must present themselves professionally and confidently, through the airport, onboard the aircraft, and whenever in the public eye. This presentation of oneself as a capable leader reflects positively upon the airline and lends itself to what passengers perceive as one of the more important elements of exceptional customer service. As such, this course will discuss the art of presentation whether working in Economy or Business Class; in the cabin or in the galley; while speaking on the Public Address system or one-on-one with customers. Skills training on leadership and followership roles will be discussed, as will the handling of customer expectations and complaints in an appropriate manner. Finally, this course will highlight once again, the impact a Flight Attendant has on building and maintaining an airlines culture and branding through management of their own expectations, and the interactions and reactions they have with others.

ThisThis course looks at the operation of all systems onboard an aircraft including water, waste, lighting, communication, doors, and electrical power. Students will explore how Crewmembers use these systems both normally, and in an emergency. To ensure the systems and onboard emergency equipment are ready for use, Crew Preflight Safety Inspections are conducted prior to flight. Students will learn about the equipment Flight Attendants are responsible for and how to perform a safe inspection of them. It is during the latter half of the semester that students will discover, how to release the items from their brackets, strapping or stowage containers, operate them in a safe and proper manner, and then correctly restow them.

This course looks at three popular commercial aircraft used by Canadian and International carriers: the Airbus A320 and A321(LR) and Embraers E175. The course will provide an in depth description of each aircraft type including, but not limited to: exterior and interior dimensions and features; Flight Deck seating, oxygen, and window operation; lighting and communication systems; water and waste systems; Cabin Crew jumpseats; passenger seating and oxygen systems; galleys; lavatories and more. In greater depth we will also discuss door operation, (normal and emergency), arming and disarming procedures, overwing and emergency exit operation and the use of aircraft slides, sliderafts, and rafts.

This course looks at three popular commercial aircraft used by Canadian and International carriers: Boeings B737 and B787 jet aircraft and Bombardiers Q400 propeller aircraft. The course will provide an in depth description of each aircraft type including, but not limited to: exterior and interior dimensions and features; Flight Deck seating, oxygen, and window operation; lighting and communication systems; water and waste systems; Cabin Crew jumpseats; passenger seating and oxygen systems; galleys; lavatories and more. In greater depth we will also discuss door operation, (normal and emergency), arming and disarming procedures, overwing and emergency exit operation and integrated airstair use. Also covered in great detail, the design and use of aircraft slides, sliderafts and flotation cushions.

This course works with each student to home their skills in professionally presenting themselves for career opportunities. Student will perfect their written skills by producing a personal portfolio, resume and cover letter that are intended to earn the interest of a potential employer, resume and cover letter that are intended to earn the interest of a potential employer. Also covered are interview techniques. Through practical exercises, students will develop skills to respond thoughtfully, honestly and articulately to questions posted at both one-on-one and group interview levels. Networking techniques will be highlight in this course, and students will be encouraged, again through practical exercise, to approach future employers with sincerity, confidence and professional mannerisms.

This course takes an in-depth look at specific inflight emergencies: fire, depressurization, and medical situations. Students will explore the signs (and symptoms) of each emergency. In the case of fire and smoke, students will apply learned standard operating procedures by fighting a live fire in a controlled training environment. Lectures will highlight Crewmember responsibilities whether acting as the person who is responsible for taking the lead, or the colleague who is assisting the lead. This course is hands-on, and practical skills will be honed to build student confidence in dealing with very stressful situations.

This course takes an in-depth look at the duties and responsibilities of individuals who, from the ground, support an aircraft that is experiencing an emergency. The role of Dispatch, Air Traffic Control, Communications and Emergency Response Teams (ERT), the Transportation Safety Board (TSB) and Aircraft Rescue and Fire Fighting (ARFF) are all described as they participate in abnormal and emergency situations. Additionally, the role of SMS, AOSH and de-icing will also be explored as systems or means to reduce aircraft incidents and accidents. With this knowledge, students will explore the supporting role Flight Attendants and Passenger Service Agents play in providing information to initiate a proper and safe response. Finally, students will receive raining in wheelchair use and practice passenger transfer techniques. This course is hands-on and practical skills that include timed research and writing techniques, will be honed to build student confidence in dealing with stressful and physically-demanding situations.

This course explores potential threats to aircraft safety, and the roles and responsibilities airline personnel have to reduce/eliminate such risks. A safe environment begins with a thorough screening of all items that board the aircraft. This is done at passenger security checkpoints, crew security checkpoints, and airport ramp entry checkpoints. Aircraft safety is further enhanced with procedures for the carriage of armed personnel on at-risk flights or during the escort of prisoners and/or deportees. Procedures related to bombs and bomb threats, hijacking, and Flight Deck protocols will be discussed. Students will acquire knowledge on how to identify and manage intoxicated passengers, while maintaining a safe environment. Finally, students will discuss personal and aircraft safety when unruly and disruptive passenger behaviours are left unchecked. Students in this course will have the opportunity to learn diffusion and self-defence techniques and learn how to successfully restrain a passenger inflight.

Sales and Marketing is vital to the success of all organizations, but especially so in the competitive airline industry. Airlines, along with other service industries today, must place the customer at the center of its activities and focus on satisfying their needs and wants. This subject prepares students for entry level or frontline sales and marketing positions with an airline and has specific emphasis on the role of a Cabin Crewmember in this process. Students will discover and practice, fundamental sales and marketing concepts. Through a variety of in-class activities the students will learn to sell in-flight goods and services, including duty free, food and beverage, accessories and even tour packages. The students will also be introduced to effective sales tactics used globally in aviation, the current airline business environment, and the impact it has on a carriers marketing. Airline alliances will be discussed in relation to how they can be fiscal benefit, or drawback, to an operators bottom line. Airline trends, social media practices, branding and the Four Ps of Marketing will also be discussed.

This course introduces students to the operation of commercial aircraft by Canadian-registered pilots. It will include discussions on Transport Canada requirements including rest, training and crew communications so terminology and abbreviations specific to Flight Crew and the Flight Deck will be reviewed. Students will learn of the main components of an aircraft so that they may be able to identify and describe their function, and as future Flight Attendants, be able to assist Pilots in abnormal and emergency circumstances. Transport Canada requires that Cabin Crew understand they aerodynamics of flight, and so a full explanation of the Theory of Flight will be covered at length. A high overview of meteorology will be given so that students can appreciate the impact weather has on flight planning, and how it translates into onboard safety practices such as the illumination of the Fasten Seatbelt sign and turbulence procedures.

This course takes an in-depth look at airline procedures for planned and unplanned emergency landings, and the evacuation of passengers from an aircraft. Students will practice and evaluate the effectiveness of Planned Emergency Landing Cards as a way of preparing passengers for an emergency landing and evacuation. This in-depth analysis will lead to a students appreciation of the need to prepare the cabin and passengers, quickly, properly, and with confidence to reduce errors and panic. Students will also learn shouted commands that assist in the quick evacuation of an aircraft and be assessed on their skills in this regard. Students will learn the actions to be taken when an aircraft is ditched or inadvertently landed in water and they will have to demonstrate their proficiency in shouted commands for this situation, as well. This capstone course continues to hone a students ability to handle stress and tight time constraints and will highlight their leadership skills and ability to handle increasingly difficult situations with professionalism and confidence.

This course introduces the student to a career as a Flight Attendant representing a bilingual country: Canada. In consideration of this, there will be a considerable amount of time spent in the classroom reviewing and practicing French airline terminology. Flight Attendants must be familiar with phrases, terms and abbreviations used both on the ground and inflight. Many topics will be covered including safety and emergency equipment and procedures, shouted commands, passenger announcements, and inflight service. Students will be encouraged to speak in French, to build confidence and improve their articulation skills.

This course introduces the student to popular international destinations travelled to by airlines. In consideration of this, there will be a review of Europe, Asia, Africa, the Middle East, Oceania, South and Central America, Mexico, and the Caribbean. This course will explore the draw to specific cities in these countries and the type of passenger travelling there. This will lead to examinations of the best carriers to operate into the city, the type of aircraft most suited for it, and the service expectations customers might therefore have. Students will learn the applicable airport codes and discover some of the more well-known attractions that a Flight Attendant may be called upon to describe and/or to sell. Finally, students will become acquainted with the Travel Advisories and Customs requirements of these international destinations.

In order to obtain the best possible career opportunity, graduating students need to be well versed in aviation career options. Long-term professional success is a result of solid, methodical goal planning. In addition, job satisfaction is achieved through informed decision-making on choosing the best carrier for your personality, needs, and wants. For this reason, students will be encouraged to recognize and discuss both their personal and working values and attitudes. Career Placement is a flexible educational program that combines an employment experience with academic study. Students are responsible for obtaining their own placement through interviews arranged by the College, which in turn provides a work experience that enhances academic progress and increases employability.