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obstructions during take-off and
landing, and that loose articles are in
overhead lockers or underneath a
seat, if applicable.
Of course, they serve meals and
refreshments as well, but don't
underestimate their qualifications—a
proper training course is quite
rigorous. The old RAF joke about a
coffee machine being a flight
simulator for a Loadmaster is not
appreciated!
In UK, there isn't a Cabin Crew
Licence as such; any certificates are
granted internally by the company.
Others
There may well be other staff
around, such as Flight Despatcher,
Flight Follower, Ramp Officer,
Senior Steward(ess), etc. who are not
catered for here, but it shouldn't be
hard to deduce what they get up to,
given the above examples. There
isn't a specific qualification for Flight
Despatchers in UK, either, but,
sometimes, they get a whole week’s
training.
However, let’s not forget:
Customers
These are the most important people
in any company, for obvious
reasons. However, different parts of
the industry allow them a greater or
lesser degree of freedom in dictating
how the job is done (we’re talking
about air taxi or aerial work here),
which will range from specifying the
number of hours pilots will have
(fair enough) to insisting that they
shouldn’t wear a seat belt or that you
pull torque over the limits to get the
job done (unacceptable). Please do
not get me wrong – most customers
are entirely reasonable and rely
totally on your judgement as a
professional, but there are some with
enough knowledge to be dangerous,
who have no respect for your
position and are the ones who need
the most tactful handling. It’s easy to
say that you don’t need that type of
customer anyway, but money is
money, so what works (for me,
anyway) in those situations is just to
22 Operational Flying
say you don’t feel comfortable doing
whatever they ask, and suggest an
alternative (most important). Don’t
explain why, it just confuses the
issue and gives them something else
to hang you with when they
complain to head office later. They
won’t get the story right anyway, so
don’t make it worse.
Admin
Otherwise known as Operational
Control and Supervision in the Ops
Manual, this section would deal
generally with Company matters of a
non-flying nature.
Supervision of Company
Operations
Somebody has to decide how many
people are needed to operate your
aircraft. For a small outfit, one
manager may supervise more than
one department, and whoever it is
will be lumbered here.
Additional Instructions and
Information
As mentioned before, instructions
and information not already in the
Ops Manual are made the subject of
Flying Staff Instructions, with copies
distributed to all departments on a
‘need to know’ basis. For nonoperational
matters, watch out for
Administrative Notices.
Accident Prevention and
Flight Safety Program
Flight safety awareness will be
fostered by circulating accident
reports, incident bulletins, General
Aviation Safety Information Leaflets
(GASILs) and flight safety
magazines. Incidents and accidents
involving aircraft types or equipment
operated by the company should be
highlighted, and the Flight Safety
Officer (FSO) should bring to the
attention of the appropriate
manager(s) anything that may
involve revising procedures.
The FSO’s responsibilities are
described in Chapter 1.
Operational Control
The procedures for this are normally
overseen by the Ops Manager.
Public Relations and Press
Enquiries
As mentioned in the Introduction,
how a Company is perceived by its
customers depends on its image,
which in turn depends on its
employees. How you conduct
yourself with respect to potential
clients (including on the telephone)
helps too. Very often, whether a
Company gets work or not isn't
based on price or service, but on its
24 Operational Flying
image. Advertising, for instance, is
not geared to making you buy a
particular product directly, but by
enhancing your view of it. So it is
with your Company, and you are one
of its least expensive and most
important ways of advertising—it's
not a good idea to be seen too often
in the local bar in uniform, at least,
not an identifiable one.
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