Commander's Responsibilities

Commander's Responsibilities

Apart from the legal requirements for safety related passenger briefings, following rules and recommendations set up as Company policy also apply:

It is the Commander's responsibility to maintain contact with his passengers in order to ascertain that they receive the best service possible and are kept informed about details of the flight and deviations from normal operation. The PA is a very effective service tool; full use should be made whenever cockpit workload permits to promote greater confidence in our service. The Commander may delegate public address to the First Officer, especially if he has knowledge of a specific language.

As long as the doors are still open, it is the duty of the ground staff to inform the Commander about delays exceeding 10 minutes. The Commander, in turn, will provide appropriate information for the passengers, either personally (via PA), via the CIC, or the ground staff (e.g. if knowledge of local language is required). In case of delayed boarding, information should be sought from the ground staff as to announcements already made to the passengers (e.g. reason for delay). As soon as the doors are closed, it is the full responsibility of the Commander or the designated crew member(s) to inform passengers about all substantial irregularities, such as departure or approach delay, technical troubles, go-around, etc.

Announcements should be coordinated with the CIC in order to avoid duplication of information. Care should be taken not to disturb passengers with routine announcements during the night. Whenever delays or irregularities occur and the flight crew might be busy with handling the aircraft (e.g. if the aircraft is returning to the tarmac or has discontinued its take-off and is back at taxi speed or prepares for landing shortly after take-off), the CIC may contact the flight crew on his own initiative. CIC should seek information on the details of the irregularity so as to be able to advise the passengers duly, if so required by the Commander.

Passengers are a captive audience and, as experience has shown, announcements via the PA find a mixed acceptance. Therefore, the Commander shall select length, content and number of announcements so as to make them as pleasing as possible to those who like them and as irritating as possible to those who dislike them. It is preferable to make rather brief announcements, but to inform the passengers repeatedly. In order to avoid monotony, announcements shall be varied as much as possible.

The following rules might be helpful:

• Introduce yourself before the first announcement;
• Stick to facts, use direct and simple expressions and well-known geographical names for position reports;
• Do not use technical terms which passengers might not understand;
• Be cautious in using humour (passengers might disagree on what is funny);
• Avoid expressing opinions.

Passenger announcements should be made in a positive manner as far as possible. Expressions which might scare the passengers, such as bad weather, severe turbulence, etc., should be avoided when forecasting weather conditions.

A delay should not be mentioned repeatedly. After one announcement and one apology, further information should refer to Remaining Flight Time or Estimated Time of Arrival only.

The CIC shall automatically include an apology in the welcome speech if a flight is delayed by more than 10 minutes. Cockpit announcements shall normally be made in English and if possible, in the language used by the majority of passengers.

As soon as all passengers are boarded, Commander should perform short welcome announcement. If cockpit workload does not permit that, welcome announcement may be delayed until next possible opportunity.

Al least one PA announcement by the Commander is desired. All further announcements are recommended and should be performed if cockpit workload permits.

During cruise the Commander (or PF) should inform the passengers about flight plan, weather enroute and other information deemed necessary. Subsequent announcements should state additional enroute information, e.g. flight progress, points of special interest, reaching coastlines on ocean flights, etc.

Final announcement should be made when the destination actual weather report has been received and the traffic situation at the landing place can be better judged as to possible arrival delays, etc.

Information and explanation about the following special circumstances should be included at least:

• Anticipated turbulence;
• Deviations from the intended plan of operations which are of interest to the passengers.

Information to Passengers in Case of Irregular Operation

Suitable information should, if possible, be transmitted before passengers start impatient inquiries, but not before a sound explanation of the circumstances can be given.

Information should be based on the following principles:

• Reasonable‚ and realistic statement of duration of a delay;
• Once a definite time has been given, this time should in no case be extended further without informing the passengers accordingly;
• If no time statement can be made, the passengers should be told so;
• In case of prolonged delay, the Commander should inform the passengers through the CIC of all arrangements which concern them in such a way that absolutely no misunderstandings between Commander, cabin crew and passengers will arise.

During extended ground stays in case of irregularities, personal contact between crew and passengers may advantageously assist in handling the situation. When a diversion becomes necessary, passengers shall be informed as soon as possible and be advised that all further information will be provided by the ground personnel after landing.

Information to Passengers in Case of Emergency

Proper briefing of passengers is of upmost importance to prevent shock or panic. It is expected that the Commander performs the passenger briefing personally. He shall explain the situation in a calm and professional manner so as to encourage the passengers to have confidence in the crew's ability to cope with the emergency. Only if conditions prevent the Commander from informing the passengers himself, he may designate and brief another crew member to perform this duty.

Death on Board

In case a passenger dies during flight, the Commander should (if cockpit workload permits) notify handling agency at the next point of landing of the following particulars regarding deceased passenger:

• Full name;
• Nationality;
• Date of birth;
• Home address;
• Station of embarkation;
• Final Destination;
• Whether accompanied by relatives or friends.

After landing, the Commander shall establish a report in duplicate containing as much as known of the following items regarding deceased passenger:

• Full name;
• Gender;
• Nationality;
• Date of birth, age;
• Home address;
• Station of embarkation;
• Flight number;
• Route leg;
• Number of flight hours after first embarkation;
• Destination;
• Time of death;
• Altitude at time of death;
• Cabin altitude at the time of death;
• Cause of death (if known);
• Circumstantial details of death according to cabin crew report;
• Information whether passenger was ill or not.

The original of this report is to be handed over to the competent local Police Authorities, the copy via Flight (Return) Envelope to the Company. A sample of Report of Death on Board is contained in OM Part A, Chapter 11.