Interesting viewpoints being presented, but it would seem some are proposing the Airbus FCTM as some kind of secret document (to CX crew)which contains amazing revelations about how to do things "correctly"!
Please go to one of our esteemed managers on the 3rd floor and ask the history of said document. I heard a that it was a CX Manager who went to TLS a few years back and wrote the original Airbus FCTM. Is this true?