NCS, National Competency Standard………… 10
CHAPTER 1 Boarding & Ground Service
1. Boarding… ………………………………………… 30
2. Baggage securing…………………………………… 41
3. Seating arrangement… …………………………… 50
4. Ground service……………………………………… 62
5. Preparing for take-off… …………………………… 75
CHAPTER 2 In-flight Service
1. Beverage and meal service………………………… 90
2. In-flight sales………………………………………… 110
3. Handling complaints and requests… …………… 123
4. Entry documents…………………………………… 138
CHAPTER 3 Service before Landing
1. Preparation for landing… ………………………… 150
CHAPTER 4 After Landing
1. Arrival………………………………………………… 164
CHAPTER 5 Handling Sick Passengers
1. Handling sick passengers………………………… 1
Answer Keys………………………………………… 187
