A Practical Guide to Airline Customer Service


Book Description

A Practical Guide to Airline Customer Service is a textbook written for airline executives and undergraduate students who are preparing for a career in the airline service industry. Those working in similar functions and fields can also benefit from this book. This book primarily focuses on the importance of customer service in the airline industry. This includes basic airline operations and essential communication skills, and how airline service agents interact with passengers at every contact point of the travel process. A Practical Guide to Airline Customer Service is a must-read for those who seek a rewarding career in the airline industry.




A Flight Attendant's Essential Guide


Book Description

A Flight Attendant's Essential Guide is written for airline executives, university lecturers who specialize in the airline industry, and for undergraduate students preparing for a career as a flight attendant. Those working in passenger, aircraft, airport as well as general communications at an airport or aircraft can benefit from this book though a thorough understanding the responsibilities of flight attendants. This textbook primarily focuses on the passenger aspect of in-flight service, including operations and communication skills, and how flight attendants interact with passengers at each phase of a flight.




Airline Operations


Book Description

Written by a range of international industry practitioners, this book offers a comprehensive overview of the essence and nature of airline operations in terms of an operational and regulatory framework, the myriad of planning activities leading up to the current day, and the nature of intense activity that typifies both normal and disrupted airline operations. The first part outlines the importance of the regulatory framework underpinning airline operations, exploring how airlines structure themselves in terms of network and business model. The second part draws attention to the operational environment, explaining the framework of the air traffic system and processes instigated by operational departments within airlines. The third part presents a comprehensive breakdown of the activities that occur on the actual operating day. The fourth part provides an eye-opener into events that typically go wrong on the operating day and then the means by which airlines try to mitigate these problems. Finally, a glimpse is provided of future systems, processes, and technologies likely to be significant in airline operations. Airline Operations: A Practical Guide offers valuable knowledge to industry and academia alike by providing readers with a well-informed and interesting dialogue on critical functions that occur every day within airlines.




International Aviation Law


Book Description

International Aviation Law: A Practical Guide explains the international context and application of the law as it applies to commercial and recreational aviation, and to the broader aviation environment. It provides a comprehensive introduction to all aspects of aviation law from criminal law to contract law to the legal duties and responsibility of aircrew and other aviation personnel including airport operators, air traffic controllers and aircraft engineers. Each area of the law is clearly explained in accessible language and supported with practical case studies to illustrate the application of the law within an operational aviation context. It also provides advice on how to avoid or minimize legal liability for aviation practitioners and enthusiasts.




Delivering Excellent Service Quality in Aviation


Book Description

A practical and realistic guide for both external and internal service providers in an aviation context to implementing an effective way to control the service quality as perceived by their customers, Delivering Excellent Service Quality in Aviation is essential for those service providers that are not yet systematically managing their service quality. Offering a step-by-step and easy to understand framework, it also enables those service providers that are already proactively managing their service quality to build new techniques into current practice for maximum effect. By using this guide, decision-making as well as budget and capacity planning can be optimized and justified to any stakeholders in the service operation. Customer satisfaction can be improved considerably over time and, thereby, profits (or budget allocation for internal service providers). Crucially, the improvements the book provides can be systematically measured and easily disseminated throughout the organization, leading to increased levels of motivation amongst staff.




Flight Theory and Aerodynamics


Book Description

The pilot's guide to aeronautics and the complex forces of flight Flight Theory and Aerodynamics is the essential pilot's guide to the physics of flight, designed specifically for those with limited engineering experience. From the basics of forces and vectors to craft-specific applications, this book explains the mechanics behind the pilot's everyday operational tasks. The discussion focuses on the concepts themselves, using only enough algebra and trigonometry to illustrate key concepts without getting bogged down in complex calculations, and then delves into the specific applications for jets, propeller crafts, and helicopters. This updated third edition includes new chapters on Flight Environment, Aircraft Structures, and UAS-UAV Flight Theory, with updated craft examples, component photos, and diagrams throughout. FAA-aligned questions and regulatory references help reinforce important concepts, and additional worked problems provide clarification on complex topics. Modern flight control systems are becoming more complex and more varied between aircrafts, making it essential for pilots to understand the aerodynamics of flight before they ever step into a cockpit. This book provides clear explanations and flight-specific examples of the physics every pilot must know. Review the basic physics of flight Understand the applications to specific types of aircraft Learn why takeoff and landing entail special considerations Examine the force concepts behind stability and control As a pilot, your job is to balance the effects of design, weight, load factors, and gravity during flight maneuvers, stalls, high- or low-speed flight, takeoff and landing, and more. As aircraft grow more complex and the controls become more involved, an intuitive grasp of the physics of flight is your most valuable tool for operational safety. Flight Theory and Aerodynamics is the essential resource every pilot needs for a clear understanding of the forces they control.




Practical Safety Management Systems


Book Description

The practical guide to transforming your safety program into a functioning safety management system The advent of the safety management system (SMS) has affected all aviation sectors worldwide, and is now required for most domestic and international air operations, through either regulatory (14 CFR Parts 5, 119, or 121) or voluntary compliance. It's easy to be intimidated by the scope and complexity of SMS, but Practical Safety Management Systems distills the concepts and principles into a practical working format. Universities and training organizations will find guidance and resources to create, implement, and maintain a functioning SMS. An SMS must be adapted and continuously improved to meet an organization's mission while reducing risk to the lowest viable level for flight departments, independent contractors servicing the aviation industry, air traffic services, and more. Beyond mere theory, this book encourages hands-on exercise and practical application of SMS concepts and principles to varied industry areas such as flight crews, maintenance, air traffic control, airports, and unmanned aircraft systems (UAS). Beginning with an overview and history of SMS, chapters cover SMS components, costs and development process, approaches to safety culture, human factors, audits and evaluations, and more. Each chapter concludes with review questions. Extensive case studies and references are provided throughout, with additional resources supplied in a "Reader Resources" webpage. Practical Safety Management Systems is a useful guide for transforming your safety program into an up-to-date and beneficial safety management system.




Cockpit Confidential


Book Description

NEW YORK TIMES BESTSELLER A fascinating fear of flying book from a commercial airline pilot and author of the popular website askthepilot.com. For millions of people, travel by air is a confounding, uncomfortable, and even frightening experience. When you go behind the scenes, however, you can see that the grand theater of air travel is actually fascinating. From the intricate design of airport architecture to the logistics of inflight service, here is everything you need to know about flying. Commercial airlines like to hide the truth from customers and do nothing to comfort nervous fliers. And what's scarier than the unknown? In this aviation book, pilot Patrick Smith breaks down that barrier and tells you everything you need to know about flying, including: How planes fly, and a revealing look at the men and women who fly them Straight talk on turbulence, pilot training, and safety The real story on delays, congestion, and the dysfunction of the modern airport The myths and misconceptions of cabin air and cockpit automation Terrorism in perspective, and a provocative look at security Airfare, seating woes, and the pitfalls of airline customer service The true colors and cultures of the airlines we love to hate Cockpit Confidential is a thoughtful, funny, and at times deeply personal look into the strange and misunderstood world of commercial flying. If you liked other books about airplanes for adults, including Soar by Tom Bunn or Skyfaring, you'll find reassurance, humor, and guidance in Cockpit Confidential. "Anyone remotely afraid of flying should read this book, as should anyone who appreciates good writing and great information." —The New York Times, on ASK THE PILOT "Patrick Smith is extraordinarily knowledgeable about modern aviation...the ideal seatmate, a companion, writer and explorer." —Boston Globe




Lessons in Loyalty


Book Description

Southwest Airlines has a secret sauce, namely its incredible workforce of leaders at all levels. Lessons in Loyalty is an insider's clear, concise and energizing teachable point of view on how to build such a winning team.