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Apprenticeship training course

Cabin crew (level 3)

Providing excellent customer service to passengers while ensuring their comfort and safety throughout the flight.

Qualification level
Equivalent to A level.
Typical duration
12 months
Apprenticeship category
Transport and logistics
Maximum funding
Maximum amount government will fund
for apprenticeship training.
Skills an apprentice will learn
  • Liaise with the customer, airport, ground staff, suppliers and colleagues to ensure the efficient loading of catering and ancillary items and boarding procedures meet service standards and aviation regulations.
  • Proactively address issues that arise during boarding, making effective decisions to ensure a satisfactory outcome and on time departure
  • Monitor cabin environment, appearance and on board facilities to ensure customer satisfaction and adherence to operational standards, and using controls to adjust it
  • Communicate effectively with customers, flight and cabin crew and other parties in the event of disruption, keeping them informed of progress, actions and results
  • Follow procedures to assist passengers with reduced mobility (PRM) or other requirements for special assistance
  • Address complex customer needs to ensure service standards and individual requirements are maintained
  • Complete the on board food, beverage and retail service provided by the organisation in line with standards and quality measures*
  • Communicate effectively with colleagues, flight crew, ground operational teams and customers at appropriate times to ensure service efficiency, safety and security and timely reporting of defective equipment is maintained
  • Conduct in flight checks and monitor customers and onboard facilities
  • Ensure post service requirements are completed, including reconciliations of stock / money or cash equivalents as required
  • Communicate and co-ordinate with flight crew, colleagues, customer and ground staff to ensure disembarkation procedures meet safety and service standards
  • Address issues that arise during disembarkation making effective decisions to ensure a satisfactory outcome
  • Ensure post flight requirements are completed including security of on-board resources and adherence to local regulations and practices as required
  • Participate in post flight debrief and duties.
  • Ensure self and team monitor and apply the compliance legislation, procedures and regulations commensurate to your role
  • Identify risks and non-compliance, ensuring corrective actions are taken or situations are escalated in accordance with organisation’s procedures
  • Identify and address / report actual or potential hazards
  • Record and report safety and security incidents including self-reporting when required
  • Actively engage in a safe, open and honest working environment
  • Work with the team to maintain brand / organisational standards at all times and identify and address any potential risks according to organisational procedures
  • Make decisions that satisfy the needs of the customer while delivering for the organisation
  • Achieve and aim to exceed commercial targets by applying techniques that are appropriate to all customer profiles
  • Apply principles of Cockpit/Crew Resource Management (CRM) and human factors 

Full information on Cabin crew (level 3) is available from the Institute for Apprenticeships and Technical Education.

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