Flight Deck Public Announcements

Flight deck public announcements are an important tool, commercially. Modern

security arrangements isolate the flight deck from the cabin, the result being that the
pilots’ only contact with the passengers is through the PA system.

Feedback from passengers is that they really enjoy and look forward to the PA’s
made by the Flight Crew. Please don’t underestimate the impact that PA’s have.

It is vitally important, therefore, that pilots deliver a confident, well-informed and

concise PA; off the cuff remarks or personal humour should be avoided.

The following text is for guidance, it is not intended to be read verbatim; instead, use
the examples as guidance for your own PAs.

When using this guide, you must consider what type of flight you are operating.
Jet2.com is a Leisure Business carrying an ever larger percentage of Jet2holidays
Customers along with our seat only passengers. Your PA’s should consider both
types of passenger with your emphasis on exceeding expectations especially in
highlighting the holiday side of the business to those none holiday passengers. This
guide must also be read in conjunction with current SOPs and OSIs.

General Do’s and Don’ts

Do…………

• think about what you are going to say

• sound friendly, informal and enthusiastic, whilst maintaining a professional
attitude
• be positive at all times
• be more aware of the speed of your speech, don’t talk too fast
• always make a check of the flight deck PA as part of the cockpit checks

Don’t……

• use aviation terms and jargon or emotive expressions

• use weak words such as “nice” or “hopefully”
• use sexist remarks; the cabin crew should not be referred to as the “girls”
• repeat any announcements the cabin crew will be making as part of their
duties
• be humorous or flippant.

Jet2.com 1 May 2017

Pre- Departure
This is arguable the most important PA of the flight. It is the pilots’ (usually the
captain’s) opportunity to introduce themselves. The passengers will want to hear a
reassuring, confident voice particularly as most passengers travel infrequently.
Do……..

• introduce yourself and your colleague by name

• give a company welcome ie Jet2.com and Jet2holidays
• give estimated time of departure and appropriate details of the flight
• give good reasons for any delay
• end by handing over to the cabin crew

Don’t…..

• alarm passengers unnecessarily with warnings of bad weather or

turbulence
• say “ I’ll come back to you later”, rather better to say “I will talk to you
later.

Example

Good morning Ladies and Gentlemen, welcome onboard this Jet2.com and
Jet2holidays Boeing 737 departing shortly to Malaga. My name is James Smith
and I’m your Captain, my colleague on the flight deck is First Officer Ken
Green. We will be starting in just a few minutes and expect to depart on
schedule. Our flight time today will be 2 hours and 45 minutes and we will be
cruising at an altitude of 35000 feet. I’ll talk to you again later, but in the
meantime let me hand you over to the cabin crew led by Jill (with Steve and
Sandra), who will be shortly starting a safety demonstration and during which
your full attention is appreciated. For the few moments it takes, please can I
ask you to stop what you are doing and watch and listen carefully. May I wish
you a pleasant flight.
In order to deter potentially Disruptive Passengers, it is Company Policy to make an
Onboard Together PA. This is generally made by the SCCM but may be carried out
by the Captain if this is felt to more effective.
Ladies and Gentlemen, on behalf of Jet2.com and Jet2holidays we welcome
you on board this flight. The comfort and safety of our customers is our
highest priority and I’m pleased to tell you about our Onboard Together policy.
It has been created to protect you and our Cabin Crew from any anti-social
behaviour that causes offence and disruption on our flights. The Onboard
Together policy will help us to ensure that we all enjoy a pleasant flight. For
this reason, I’d like to remind you that you can only drink alcohol that has
been purchased on board today’s flight. Thank You.

Jet2.com 2 May 2017

Delays to Departure
Departure delays are an unfortunate fact of life, particularly in the summer. Here are
a few points to consider.
Do………

• when time permits, keep the passengers informed; there is nothing worse
than sitting on an aircraft going nowhere wondering why you haven’t
moved
• give a good explanation for any delay, liaising with cabin crew and ground
staff to ensure the same reason is given
• apologise but not in a grovelling fashion, even if the delay is not your fault;
however, back it up with a positive statement such as “we will make up a
bit of time”
• be honest, its harder to explain later why you are even more delayed if you
have been economical with the truth
• explain why you have boarded early, ready messages etc
Don’t……
• blame other staff
• blame other organizations
• be negative saying how late or behind schedule you are, better to
emphasise the positives, ie how much time you have caught up later
Example

Good morning Ladies and Gentlemen, welcome onboard this Jet2.com and
Jet2holidays Boeing 737. My name is James Smith, I’m your Captain today and
my colleague is First Officer Ken Green. First of all let me advise you of a delay
to the departure of this service. This is due to an air traffic control restriction
along our route. Due to the large number of aircraft operating this morning we
have been given a delay to our departure. Our expected time of departure is
now 0825. Once we have closed our doors we will tell air traffic that we are
ready for departure and if there is any improvement I will let you know. In the
mean time let me hand you over to our cabin crew led by Jill (with Steve and
Sandra), who will shortly be starting a safety demonstration during which, I
require your full attention. So, please stop what you are doing, put your
newspapers down and watch and listen carefully. May I wish you a pleasant
flight.

Jet2.com 3 May 2017

Delays to Take Off
When you do get away you may sometimes experience delays at the holding point.
Anything more than a couple of minutes and it would be wise to explain why and give
an estimate for departure but don’t apologise again.
Example

Ladies and Gentlemen, this is Captain Smith. Due to the large number of
aircraft ahead of us we will be waiting approximately 5 minutes before we can
take-off, thank you.
Or
Ladies and gentlemen, this is Captain Smith. There are several aircraft ahead
of us departing on the same route, so it will be approximately 6 more minutes
before we take-off. You may notice a small number of aircraft going past while
we are waiting. Rest assured they are not jumping the queue but simply
leaving on different routes.

En- Route
As a leisure business, crews are encouraged to make informative and interesting
PA’s. For longer flights consider making several PA’s in the cruise, eg at TOC,
midway and/or on passing any interesting landmarks.
Example
Hello Ladies and Gentlemen this is First Officer Ken Green. I’d just like to
advise you of our progress. We are now 25 miles to the west of Paris at our
cruising altitude of 35000 feet. Our routing from here will take us through
France and over the Pyrenees. We are estimating landing in Barcelona at 1415,
on schedule. When we are a little closer I will be able to get the latest weather
but in the mean time I trust that you are enjoying the flight with Jet2.com and
Jet2holidays.

Jet2.com 4 May 2017

In-flight Delays/Holding
Example
Hello again Ladies and Gentlemen this is Captain Smith. We have just been
advised by air traffic control that, due to the large number or aircraft arriving at
our destination, our arrival into Amsterdam has been delayed. We are
expecting to wait for approximately 15 minutes before we can commence our
approach. I estimate we will be landing at 1015. I’m sure you will appreciate
that this delay is outside our control but we will endeavour to reduce any
impact and have you on your way as soon as possible.

Diversion
If it then becomes necessary to divert.
Example
Hello again Ladies and Gentlemen this is Captain Smith. The weather in Leeds
is getting worse rather than better. Despite us anticipating delays, it is
necessary for us to land at Doncaster. It will take us approximately 20 minutes
before we land, giving an expected landing time of 1215. Jet2.com and
Jet2holidays staff are arranging onward transport and will be meeting you on
arrival in Doncaster. I’m sure you will appreciate that we can’t control the
weather but rest assured that we will work hard to have you on the ground and
on your way as soon as possible.

Go Around or Discontinued Approach

Occasionally it may be necessary to discontinue an approach for a variety of
reasons. This can be alarming to passengers so when time permits it is a good idea
to explain why. It is reassuring to passengers if the Captain makes this PA.
Example
Ladies and Gentlemen this is Captain Smith, the aircraft ahead of us was very
slow to clear the runway so in the interests of safety we have decided to make
another approach. We expect to be landing in approximately 10 minutes.
Or
Example
Ladies and Gentlemen this is Captain Smith, the weather at Leeds was not
suitable for us to continue that approach to landing; however, in anticipation
of an improvement, we have elected to go around for another approach. We
expect to be landing in approximately 10 minutes.

Jet2.com 5 May 2017

Prior to Descent
In addition to the en-route PA (s), consideration should be given to making a PA prior
to descent and should convey weather at destination and any updates to your arrival
time.
Example

Hello Ladies and Gentlemen this is First Officer Ken Green. We are now about
to commence our descent into Malaga. The weather is light westerly winds
with clear skies and a temperature of 25 degrees. We will be landing in 30
minutes time, which is ahead of schedule. I would like to thank you for
choosing to fly with Jet2.com and Jet2holidays and wish you all a lovely
holiday.
Or
We are due to arrive in Ibiza at 1645 where the weather is fine – it looks like
you will be enjoying much higher temperatures than we saw in Leeds, as today
it is a blistering 30 degrees – hope you have got your suntan lotion! On behalf
of Jet2.com and Jet2holidays, I wish you all a lovely holiday.

20 Minutes to Landing
It is important that the cabin crew receive a 20 minutes to landing PA as it sets in
motion the final preparations for landing. Therefore the PA must be given as close to
as possible and at least 20 minutes to landing.
Cabin Crew, (Ladies and Gentlemen), 20 minutes to landing, 20 minutes to
landing!

Taxying
If at any time the aircraft is halted during taxy, it is prudent to give a short PA
reminding passengers to remain in their seats.
Example
Hello again Ladies and Gentlemen this is Captain Smith. Our parking stand is
presently occupied. As a result, we will have to wait in this position for a short
period. Please remain seated with your seatbelts fastened until the seatbelt
signs have been switched off. Thank you!

Jet2.com 6 May 2017

In-Flight Occurrences
No one expects an in-flight occurrence or a non-normal event. But these events can
occur and it is wise to have an idea how to handle them. On some occasions
passengers may be aware of an event and they need a calm, positive and
reassuring announcement from the Captain as soon as practical. Tell the truth but
avoid too much technical jargon. Don’t be alarmist and don’t use words such as
“Fire” or “I’m afraid”. Every potential occurrence cannot be covered but if you have
an outline in your mind as to what to say it will take up less thought and effort if you
are ever faced with this situation.
It is vital to co-ordinate your actions and PA with the cabin crew. After completing
checklists and completing a NITS briefing with the cabin crew the following PAs may
be considered. Take a deep breath and try to steady your voice as much as
possible.
Example

Ladies and Gentlemen, this is Captain Smith. We have had a technical problem
with our left engine, I’m aware that some of you on the left side of the aircraft
may have seen some fluid. As a precaution, I have decided to shut down this
engine and arrange a landing back at Manchester. Everything remains under
control, we just need a little time to complete our flight deck preparations so
we will be expecting to land there in 20 minutes. You may very well see
emergency vehicles after we land and find that they accompany our aircraft to
our parking stand, this is just standard procedure in the circumstances. Our
ground staff will meet you on arrival and they will make every effort to ensure
that you may continue your journey just as soon as possible. Thank you for
your attention.
After landing
Example
Hello again Ladies and Gentlemen, this is Captain Smith. As expected the
emergency vehicles are now accompanying us to our parking stand which we
will reach in a few minutes. I’m sorry that your travel arrangements have been
disrupted this morning but we will do our utmost to minimise any delays. To
that end, our staff are now waiting to meet you and to assist you with your
onward journey and holiday.

Jet2.com 7 May 2017

PA Vocabulary
AVOID USE INSTEAD
ATC Air Traffic Control
ETA Expect to arrive at…
GMT Do not use
RVR Visibility (if relevant to a delay)
CAT 3 landing Automatic Landing
27 left etc Westerly runway
Slot Time Allocated departure time
Push back Departure
Off Blocks/On blocks Depart/arrive
Holding point At the end of the runway
Go around/missed approach Unable to land due to…..
Holding pattern Circling—miles to the north/south of etc
Hold Waiting our turn to land
Divert to…. Go to…..
Alternate Do not use
Thunderstorms Heavy shower/showers
Wind shear Turbulence
Pilot Captain/First Officer
Hope/hopefully Expect
Nice Lovely / Pleasant
Nice/Great Holiday Lovely Holiday
Afraid/I’m afraid Concerned
Dangerous Do not use
Speed over the ground Do not use
Come back to you Talk/speak to you later

Jet2.com 8 May 2017