Flight Deck Announcements - To Passengers
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That's OK JJ, we don't care what your name is either, nor are we likely ever to know it. The reason we introduce ourselves by name is that we are in charge of the flight and in most parts of the world it is considered good manners to introduce yourself. The truth is we don't want a Christmas card from you, so just politely listen please.
Whatever we say, good, bad or indifferent, it is either intended as good P.R, etiquette, or information likely to protect us in the event you choose to ignore it.
So settle back and relax, or sit bolt upright and be tense. Chances are, unless you or your employer paid for the good seats, it will only be an expression of wishful intent in any event.
So you are very welcome.
In the meantime sit back and........
Whatever we say, good, bad or indifferent, it is either intended as good P.R, etiquette, or information likely to protect us in the event you choose to ignore it.
So settle back and relax, or sit bolt upright and be tense. Chances are, unless you or your employer paid for the good seats, it will only be an expression of wishful intent in any event.
So you are very welcome.
In the meantime sit back and........
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"People, you are on this Honest Airways Boeing 737 to Wherever. I'm telling you that in case you're supposed to be going to Somewhere Else. If you are, tell me now. I'm your Purser and there's 2 other cabin crew plus the pilots. For those of you that fly with us regularly, you know the routine.
The rules - When the seatbelt sign is on, sit down and put your seatbelt on. When it's off, you can get up but we advise you keep it on when you are sat in your seat. We know you won't but having warned you, it's now your look out if we hit turbulence. Surprising though this may be to some, children are not immune to the effects of turbulence. If your hand baggage doesn't fit under the seat, put it in the locker above you. If it doesn't fit there either you shouldn't have brought it on with you. If you are sat by an emergency exit or in a bulk head seat, it will have to go in the locker. There will be no negotiation on that. Despite what you may think, there are no bag fairies in the lockers that will spirit your stuff away without you noticing. If the curtain is in front of you, the toilet is behind you. If the curtain is behind you, the toilet is in front of you. If you have to go through the curtain, you are going to the wrong toilet. All electrical items must be switched off and that's off, not on standby, but off when the engines are running on the ground and during take off, approach and landing. We are not as stupid as you may think we are. The fact you usually leave the sound switched on generally gives you away, as do other tell tale signs that I'm not going to tell you about. Headphones must also be removed, not just because you won't hear us but because you will very likely inadvertently tie yourself and whoever is sat in the same row to the seat in the event of an emergency evacuation. Finally, do not smoke. Smoking is not allowed on the aircraft at any time. The toilets are considered as being on the aircraft. We will put you out with a fire extinguisher if we suspect you are smoking.
Thank you for flying Honest Airways."
That better JJ?
(Before I get yelled at, the above is obviously very much tongue in cheek and not a dig at JJ or anyone else that has posted. It's actually quite handy to know the things that drive passengers mad in PA's and where I can, I do make slight alterations if many people complain about the same thing. Unfortunately, most of the PA's we have to read are structured to cover the legal requirements so cannot be changed. Many of the airlines also insist you read them out exactly as they have been written by some person in an office, word for word. From my experience, it occasionally seems that the person in the office has never tried saying them out loud to see if a) it's actually possible to read them without getting completely tongue tied or b) you can read them out without sounding like a new recruit on a toddlers ride at Disney World! Apologies to OP for a major thread drift!)
The rules - When the seatbelt sign is on, sit down and put your seatbelt on. When it's off, you can get up but we advise you keep it on when you are sat in your seat. We know you won't but having warned you, it's now your look out if we hit turbulence. Surprising though this may be to some, children are not immune to the effects of turbulence. If your hand baggage doesn't fit under the seat, put it in the locker above you. If it doesn't fit there either you shouldn't have brought it on with you. If you are sat by an emergency exit or in a bulk head seat, it will have to go in the locker. There will be no negotiation on that. Despite what you may think, there are no bag fairies in the lockers that will spirit your stuff away without you noticing. If the curtain is in front of you, the toilet is behind you. If the curtain is behind you, the toilet is in front of you. If you have to go through the curtain, you are going to the wrong toilet. All electrical items must be switched off and that's off, not on standby, but off when the engines are running on the ground and during take off, approach and landing. We are not as stupid as you may think we are. The fact you usually leave the sound switched on generally gives you away, as do other tell tale signs that I'm not going to tell you about. Headphones must also be removed, not just because you won't hear us but because you will very likely inadvertently tie yourself and whoever is sat in the same row to the seat in the event of an emergency evacuation. Finally, do not smoke. Smoking is not allowed on the aircraft at any time. The toilets are considered as being on the aircraft. We will put you out with a fire extinguisher if we suspect you are smoking.
Thank you for flying Honest Airways."
That better JJ?
(Before I get yelled at, the above is obviously very much tongue in cheek and not a dig at JJ or anyone else that has posted. It's actually quite handy to know the things that drive passengers mad in PA's and where I can, I do make slight alterations if many people complain about the same thing. Unfortunately, most of the PA's we have to read are structured to cover the legal requirements so cannot be changed. Many of the airlines also insist you read them out exactly as they have been written by some person in an office, word for word. From my experience, it occasionally seems that the person in the office has never tried saying them out loud to see if a) it's actually possible to read them without getting completely tongue tied or b) you can read them out without sounding like a new recruit on a toddlers ride at Disney World! Apologies to OP for a major thread drift!)
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Captain Speaking (and First Officer Here!)
Right from the word go! "Good morning ladies and gentlemen, this is your Captain Speaking", the most commonly used opening, contains three basic errors:
1.Ladies and Gentlemen: This doesn't include everyone. There might be "gender-indeterminates" on board, as well as lords, dukes, viscounts, naval officers and goodness knows what else. Try "everyone". Simple, short, inclusive.
2.You are not "their" captain, you are "the" captain. Better yet, you are Captain (your name).
3.You are not Captain Speaking (probably. I never met anyone called Captain Speaking!). It is not necessary to explain that you are speaking-if they can hear you, they'll know!
Thus "Good morning everyone, this is Captain Constellation. I'd just like to etc, etc"
1.Ladies and Gentlemen: This doesn't include everyone. There might be "gender-indeterminates" on board, as well as lords, dukes, viscounts, naval officers and goodness knows what else. Try "everyone". Simple, short, inclusive.
2.You are not "their" captain, you are "the" captain. Better yet, you are Captain (your name).
3.You are not Captain Speaking (probably. I never met anyone called Captain Speaking!). It is not necessary to explain that you are speaking-if they can hear you, they'll know!
Thus "Good morning everyone, this is Captain Constellation. I'd just like to etc, etc"
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I really, really don't care what your name is, what the F/O's name is, what the senior CCM's name is, or those of the cabin crew.
Good point Nicholas 49. For everyone who doesn't like PA's/their content etc etc there are people who do value them and the same goes for boarding music and pretty much everything else in life.
There are crew members who are god awful at PA's but most PA's are there for a reason. Granted, sales PA's maybe a little annoying but they are here to stay until you pay a decent fare. Sorry guys.
As someone mentioned a few posts back, it is simply good manners to introduce yourself. Particularly on a long haul flight you are going to be in close proximity for a long time so most passengers will find this a polite gesture not to mention, potentially, an ice breaker. If you want a robot/clinical process then thats fine but I guess that would mean me dispensing with please and thankyous. After all, that is good manners too.
Able Tare.... as much as I bow down to your excellent grammar, nobody likes a smart ar*se.
There are crew members who are god awful at PA's but most PA's are there for a reason. Granted, sales PA's maybe a little annoying but they are here to stay until you pay a decent fare. Sorry guys.
As someone mentioned a few posts back, it is simply good manners to introduce yourself. Particularly on a long haul flight you are going to be in close proximity for a long time so most passengers will find this a polite gesture not to mention, potentially, an ice breaker. If you want a robot/clinical process then thats fine but I guess that would mean me dispensing with please and thankyous. After all, that is good manners too.
Able Tare.... as much as I bow down to your excellent grammar, nobody likes a smart ar*se.
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Able, your post contains three fundamental errors. (ie all of it).
1) "ladies and gentlemen" is the accepted form in our society of greeting a group of people, is it not? I have no idea why sexual deviants, dukes, lords or naval officers might feel the need to be specifically included. What about tax officials or butchers? Or crabs?
2) You most certainly are "their" Captain. They are required by law to obey your lawful commands, which includes "sit back and relax" if you wish to be so dictatorial, so as you have command over them...
3) "...your Caprain Speaking" is gramatically incorrect. In this context there can be no capital letter in "speaking" as it is perfectly clear that "speaking" cannot be construed as his name. There might be if he said "This is Captain Speaking", but he did not as you incuded the posessive "your".
Happier now?
1) "ladies and gentlemen" is the accepted form in our society of greeting a group of people, is it not? I have no idea why sexual deviants, dukes, lords or naval officers might feel the need to be specifically included. What about tax officials or butchers? Or crabs?
2) You most certainly are "their" Captain. They are required by law to obey your lawful commands, which includes "sit back and relax" if you wish to be so dictatorial, so as you have command over them...
3) "...your Caprain Speaking" is gramatically incorrect. In this context there can be no capital letter in "speaking" as it is perfectly clear that "speaking" cannot be construed as his name. There might be if he said "This is Captain Speaking", but he did not as you incuded the posessive "your".
Happier now?
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Hi Everyone,
First of all let me just again, thank you so very much for jumping on this topic. It has been very enlightening to me and my team who are constantly browsing through this thread/topic every so often to check on updates from you!
I am pleased to share that my team and I just returned from conducting the 2nd round of "improving announcements" training within an airline headquartered locally here in Kuala Lumpur, Malaysia.
The results of which have been very promising.
We are contracted to train all the captains over the next couple of months before then possibly proceeding to train the First Officers and the other cabin crew etc.
What was very interesting for me personally was having the candidates in training realize that by improving their P.A. (and/or P.R. skills), they could eventually make the flying experience better for the passenger. We are also teaching them actual broadcasting techniques to improve their impromptu announcements so that a) They come across as professional, inspiring & pleasant, b) Attentive and caring and more importantly, c) They spend less time talking (or planning to say something) and more time flying the plane!
In the 2 classes (or total of 30 odd Commanders) we have trained so far, my team and I have also noticed vast improvements in their confidence when we share with them the proper techniques of making announcements. It is eventually a win/win situation for all. They sound good, it increases their confidence and the pax are happy.
Please do share with me any more of your thoughts should there be any, on how the industry as a whole could eventually improve the style of announcements particularly in the aircraft.
My vision would to possibly one day, change the infamous stereotyped opener of "Ladies & Gentleman this is your Captain speaking". Then again, is the industry ready for a change?
Regards,
Johan Farid Khairuddin
Johan Farid Khairuddin.com
First of all let me just again, thank you so very much for jumping on this topic. It has been very enlightening to me and my team who are constantly browsing through this thread/topic every so often to check on updates from you!
I am pleased to share that my team and I just returned from conducting the 2nd round of "improving announcements" training within an airline headquartered locally here in Kuala Lumpur, Malaysia.
The results of which have been very promising.
We are contracted to train all the captains over the next couple of months before then possibly proceeding to train the First Officers and the other cabin crew etc.
What was very interesting for me personally was having the candidates in training realize that by improving their P.A. (and/or P.R. skills), they could eventually make the flying experience better for the passenger. We are also teaching them actual broadcasting techniques to improve their impromptu announcements so that a) They come across as professional, inspiring & pleasant, b) Attentive and caring and more importantly, c) They spend less time talking (or planning to say something) and more time flying the plane!
In the 2 classes (or total of 30 odd Commanders) we have trained so far, my team and I have also noticed vast improvements in their confidence when we share with them the proper techniques of making announcements. It is eventually a win/win situation for all. They sound good, it increases their confidence and the pax are happy.
Please do share with me any more of your thoughts should there be any, on how the industry as a whole could eventually improve the style of announcements particularly in the aircraft.
My vision would to possibly one day, change the infamous stereotyped opener of "Ladies & Gentleman this is your Captain speaking". Then again, is the industry ready for a change?
Regards,
Johan Farid Khairuddin
Johan Farid Khairuddin.com
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A classic which I will always remember .. from an IFS of a major carrier based out of KUL...
"Cabin crew, arm all doors and cross-check, we are going home!"
adds a bit of humor!
"Cabin crew, arm all doors and cross-check, we are going home!"
adds a bit of humor!
Couple of comments from one who listens to the PAs, and has to do quite a bit of stuff to audiences elsewhere.
1. If you find you tend to hesitate in mid-flow, write the key points down so they are in front of you, in order. This can help to keep going. We hope that the commander is up front because they know what all the knobs do on the flight deck, rather than being in a public speaking examination trying to do it without notes.
2. Do not be put off by the IFE moaners who don't want any PA to interrupt their beloved films. They are a minority. If there's something interesting under the port side, please say so mid-flight. And no need for a long apology "for disturbing".
3. If you can do even a one-liner greeting in the language of the destination country, please do so, it's appreciated, as long as your pronunciation of it doesn't give rise to laughter.
4. Do maintain professionalism, and avoid that terrible introduction "Ladies and Gentlemen, Boys and Girls".
5. Destination weather and even approach direction are always welcome, although not the complete arrival ATIS ! I've never heard the identification letter read out yet, but it's been close sometimes.
6. "I am your captain, John Smith" is better than "This is Captain Smith".
7. If you have to break off to deal with something, just stop, mid-word if necessary.
8. Don't pretend that touchdown at scheduled arrival time is "on time". Time is measured chocks-on at the gate, EVEN for the pax.
9. Finally, confident voice. Speak clearly into the mike, don't mumble, not too fast. And smile as you are saying it (this really works).
1. If you find you tend to hesitate in mid-flow, write the key points down so they are in front of you, in order. This can help to keep going. We hope that the commander is up front because they know what all the knobs do on the flight deck, rather than being in a public speaking examination trying to do it without notes.
2. Do not be put off by the IFE moaners who don't want any PA to interrupt their beloved films. They are a minority. If there's something interesting under the port side, please say so mid-flight. And no need for a long apology "for disturbing".
3. If you can do even a one-liner greeting in the language of the destination country, please do so, it's appreciated, as long as your pronunciation of it doesn't give rise to laughter.
4. Do maintain professionalism, and avoid that terrible introduction "Ladies and Gentlemen, Boys and Girls".
5. Destination weather and even approach direction are always welcome, although not the complete arrival ATIS ! I've never heard the identification letter read out yet, but it's been close sometimes.
6. "I am your captain, John Smith" is better than "This is Captain Smith".
7. If you have to break off to deal with something, just stop, mid-word if necessary.
8. Don't pretend that touchdown at scheduled arrival time is "on time". Time is measured chocks-on at the gate, EVEN for the pax.
9. Finally, confident voice. Speak clearly into the mike, don't mumble, not too fast. And smile as you are saying it (this really works).
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I really enjoy flight deck announcements. The more information you can give, the better. I don't get to fly on an airliner that often, so I'm one of the 'sad' types who has his nose pressed to the perspex from boarding to getting off, savouring every sight and sound.
Commercial aviation fascinates me, so hearing 'real' data about the flight I'm on (crew names, departure runway, cruising level, enroute weather and so on) somehow makes it more 'real' and makes me wish I'd followed my dreams and become an airline pilot instead of a software engineer.
Commercial aviation fascinates me, so hearing 'real' data about the flight I'm on (crew names, departure runway, cruising level, enroute weather and so on) somehow makes it more 'real' and makes me wish I'd followed my dreams and become an airline pilot instead of a software engineer.
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Hey everyone,
When it comes to length, what would you reckon be the sweet-spot for time?
What should you say, what should you not etc.
In my course, I advise them to get straight to the point, get in-get out.
Any guidelines you would like to share within your airlines and/or your own experience(s) for example, which could give me some additional thought; so that I can share them with the commanders.
Do you think,
"Hi Everyone, this is Captain JFK, I am pleased to inform you that we are running ahead of schedule and expect to be at the gate in XYZ, in approximately 15 minutes from now. Thank you for your kind attention".
... Is sufficient?
Or maybe you'd even add in the flight level, temperature, weather enroute and / or reason for getting there faster (ie. tailwind) etc.
I'm trying to keep things as short as possible for those who don't have english as their first language, so that at least they reduce the urrrsss... and ummmss....
Thanks!
Regards,
JFK
When it comes to length, what would you reckon be the sweet-spot for time?
What should you say, what should you not etc.
In my course, I advise them to get straight to the point, get in-get out.
Any guidelines you would like to share within your airlines and/or your own experience(s) for example, which could give me some additional thought; so that I can share them with the commanders.
Do you think,
"Hi Everyone, this is Captain JFK, I am pleased to inform you that we are running ahead of schedule and expect to be at the gate in XYZ, in approximately 15 minutes from now. Thank you for your kind attention".
... Is sufficient?
Or maybe you'd even add in the flight level, temperature, weather enroute and / or reason for getting there faster (ie. tailwind) etc.
I'm trying to keep things as short as possible for those who don't have english as their first language, so that at least they reduce the urrrsss... and ummmss....
Thanks!
Regards,
JFK
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I do think you are in danger of analyzing this to death!
Use common sense and a bit of thoughtful application, but be yourself and be aware of the message you are trying to convey.
As the Captain or First Officer, you are essentially conveying an introduction and welcome to the passengers. You are in charge of the flight and ideally you would come across as being the person in authority.
What you say, is up to you, based on your own perception of your audience and the information you feel you need to impart, coupled with what you think the majority might like to know. All of this will be modified by whatever time constraints apply on the day, as well as any number of variables that might cause the content to change.
Like everything else, it is a learning process, and experience will tend to make it better. For most people it is a communication that doesn't need to be scripted, and the content will evolve as their own experience does. Certainly in an industry that tends to combine studied understatement with whimsical overstatement, it should be remembered that the general populace can become confused or alarmed by resulting nuances. Nevertheless, the PA should be a communication that reflects the professional personality of the individual delivering it, based on their own assesment, experience, common sense, and choice of content.
I have to say that most Commanders would already be very aware of this, and it is more a case of you who needs to learn from them, rather than the other way around. There is nothing wrong with the odd "errr and umm" if it serves to reflect that a human being is delivering a personal address. As I have said before this isn't a studio recording, or a radio show. There is no "sweet spot" (dear God!) for time. This is something that you adjust to suit the circumstances. There may well be occaisions when time is not a constraint and there is more to say, and other periods when time management needs more careful application.
Try asking your commanders what their advice is? "Teaching Grandma to suck eggs" isn't usually productive.
Use common sense and a bit of thoughtful application, but be yourself and be aware of the message you are trying to convey.
As the Captain or First Officer, you are essentially conveying an introduction and welcome to the passengers. You are in charge of the flight and ideally you would come across as being the person in authority.
What you say, is up to you, based on your own perception of your audience and the information you feel you need to impart, coupled with what you think the majority might like to know. All of this will be modified by whatever time constraints apply on the day, as well as any number of variables that might cause the content to change.
Like everything else, it is a learning process, and experience will tend to make it better. For most people it is a communication that doesn't need to be scripted, and the content will evolve as their own experience does. Certainly in an industry that tends to combine studied understatement with whimsical overstatement, it should be remembered that the general populace can become confused or alarmed by resulting nuances. Nevertheless, the PA should be a communication that reflects the professional personality of the individual delivering it, based on their own assesment, experience, common sense, and choice of content.
I have to say that most Commanders would already be very aware of this, and it is more a case of you who needs to learn from them, rather than the other way around. There is nothing wrong with the odd "errr and umm" if it serves to reflect that a human being is delivering a personal address. As I have said before this isn't a studio recording, or a radio show. There is no "sweet spot" (dear God!) for time. This is something that you adjust to suit the circumstances. There may well be occaisions when time is not a constraint and there is more to say, and other periods when time management needs more careful application.
Try asking your commanders what their advice is? "Teaching Grandma to suck eggs" isn't usually productive.
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Rightly or wrongly, I tend to keep it short and sweet. If its an arrival PA then - where we are, expected time of arrival, and weather at destination....thats your lot! If I try and add anything else it tends to just come out like flowery pi**.....I never was good at public speaking!!
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well we fly a lot and the most annoying thing about announcements are when they are given in little bits. I|t sounds like the captain has forgotten something so adds it on a bit later. i like the thing about a greeting in the language of the country you land in/depart from. As for the "stay proffesional" a relaxed pilot who makes a joke I think is nicer because then you can relax too. If you're flying into a city I think the pilot should point out landmarks (e.g statue of liberty ) as people who don't fly often may want to see these things as long as it's not the middle of the night. Constant updates are bad as it interrupts films, music, conversations or when people are tying to get to sleep so simple points at the beginning and end of the flight are best. I like names I think you should know who is flying you the same way whenever we go in a taxi dad asks the driver for a name- it's polite. Just thought you may want a younger point of view! Oh and PilotsOfTheCaribbean- I love your name it made me lol! x
Last edited by Hannah222; 21st Oct 2010 at 18:15. Reason: typo's!!
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Thanks guys. Interesting to hear all your comments. Although we can't make everyone happy, it at least gives us all a guide to know what points-- would (make you happy). Thanks again.
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Why on earth would "most others" have the faintest interest in the skippers name??, i suspect most normal people would have about as much interest in his name as they would the names of guys who refueled the aircraft or the one who loaded their bags .
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Walt, most "normal" people in our society introduce themselves by communicating their name. That may not be how it's done in Luton, but elsewhere it is universal.
What would you suggest as a greeting? "Or-woi, loik, innit." perhaps?
What would you suggest as a greeting? "Or-woi, loik, innit." perhaps?