Our mission is to inform our loyal

Corporate Flight Attendant News E-Letter readers on today‟s issues that shape the
corporate flight attendant. Customer
satisfaction is our focus in our ongoing
Educating the community one news issue at a time. quest to exceed the goals for market,
professional and personal growth.
Each electronic publication is free to
corporate flight attendants and aviation
Volume 3, Issue 3 JUNE 2008 ISSN 1932-4464 personnel throughout the world.

Charter Under Today's A008 I NSIDE THIS

By Kent S. Jackson
ISSUE :
Yesterday's answers for aircraft owners no longer apply.
Welcome letter from
MOST AIRCRAFT OWNERS interested in putting their aircraft out for charter do so simply Ed Bolen
to offset their ownership costs. They are not interested in running a charter operation, NBAA President
because they want to focus their energies and attention on the business that makes them
money, not one that consumes their cash. So, these owners are attracted to the charter/ Page 2
management arrangement, whereby they enjoy a "turnkey" system that takes care of their
flight needs and charters their aircraft to others when they don't Q & A with
need it. Judy Rief
However, for the last three years, the FAA has been obsessed with NBAA Flight Attendant
the notion that these aircraft owners may have stolen operational Committee Chairwoman
control from the charter operations with whom they do business. Page 3
To the point, the agency grew its Operations Specification A008
exponentially from a simple sentence to several pages of new
concepts of preserving, protecting and exerting operational control. Quickly Gaining
Rapport:
What rights do aircraft owners have in a charter/ management
arrangement today? Do they still have any voice in selecting pilots
Asking Questions
or making maintenance and/or insurance decisions? The answers Page 7
are different than those before the run-up of OpSpec A008.
kjackson@jetlaw.com Point of View
Pilots: Aircraft owners may still choose their own crews for their
own FAR Part 91 flights. They cannot choose crews for the charter operator's Part 135 An Interview with
flights, nor can they veto the charter operator's choices for Part 135 flights. Owners can still Doug Schwartz
"nominate" a crew for the charter operator to utilize, but the operator must decide about the
qualifications of the crew. Owners may still employ a crew that flies under Part 91 for the Page 9
owner, and flies as an "agent" for the charter operator. However, the FAA has expressed
concern over situations where the owner's employees are the only flight crew to fly the Working towards…
owner's aircraft under all circumstances. Exceptional Learning
The FAA expressed some interesting ideas about corporate flight operations in a recent Page 14
discussion of operational control: "If a pilot-employee of a corporation that owns a business jet
is ordered by the CEO to bust an altitude clearance or to take off despite a presidential
NOTAM restricting flight at a certain location, then the FAA may find that the CEO 'operated'
Human Factors in
the aircraft contrary to safety rules, in addition to the illegal and unsafe operation by the pilot." Aviation
Pilots have proffered many reasons for altitude busts over the years, but "the CEO told me to"
Page 17
hasn't come up in the case law.
Maintenance: An owner may "suggest" a maintenance facility for his sometimes-chartered
aircraft. The FAA recently stated that the aircraft owner can coordinate selection of a
Fire Extinguishers
maintenance facility with the air carrier (for example, sending out a request for proposals and Brackets
discussing responses with the air carrier) if these are all approved facilities per the air carrier Page 18
maintenance program, and within these limitations, the owner can contribute to the carrier's
decision-making process. Additionally, the owner can provide information to the air carrier
on approved maintenance facilities that may offer a better price/service. If the owner is FAA Report on Flight
involved in selection of a maintenance facility, it is important that the facility knows that
they are working on an aircraft used in Part 135 so that they can coordinate the work with the Attendant Fatigue
(Continued on page 15) Page 22

1 Corporate Flight Attendant News E-Letter Volume 3 Issue 3

2 Corporate Flight Attendant News E-Letter Volume 3 Issue 3
 Q&A with Judy Rief
NBAA Flight Attendant Committee Chairwoman
Recently while on a trip to Paris, France walking through the
halls of the Musée du Louvre and talking to my co-pilot about
art works when I spotted Judy Reif, a friend as well as the new
Chairwoman for the NBAA Flight Attendant Community.
(Note: I need to give you a little history – Judy and I are both
contractors and have been working together helping the
community better understand the importance of being a contact
flight attendant through educational programs we believe in. In
addition, Judy and I both started on the NBAA Flight Attendant
committee in 2005 working towards the same goals of getting the Q: How do you propose this to happen?
correct information out to our fellow coworkers.) So on with this A: By taking professional development programs (PDP) that not
article.
I asked Judy if she would give me a sometime to answer a few
questions about who she really is and how her role as the new
Chairwoman has changed her life.
Q: I have heard you speak at previous flight attendant
conferences and was surprised how easy it
comes to you; did you have any formal
speech training?
A: I actually started off my career as
Meteorologist Technician at WSMV-TV in
Nashville, TN. While my job required me to be
more behind the blue screen, I would travel to
elementary schools and talk to children about
the weather. So I got over being shy when
speaking in public during this time.
Q: How did you get into general aviation?
A: I wanted to fly airplanes since I was a kid. I
took an aviation course in high school. My
uncle, (a pilot) also worked for the FAA and
took me flying every chance he could. After moving from TN in
1988 and marrying my then husband (who was the Chief
Meteorologist for WINK-TV in Fort Myers and also a pilot), I
wanted to see Florida from a different prospective. In 1997, I
finally received my private pilot‟s license and became the second
female President (in their 30+ year history) of the Sundowners
Search and Rescue Flying Club.
Q: What other aviation jobs have you done since then?
A: I worked as a Scheduler for a Part 91/135 company in Boca
Raton, FL, and then moved to Jet Aviation in West Palm Beach,
FL as Customer Service Representative. In 2001 someone
suggested that I attend flight attendant training. I have been
working as a professional contract flight attendant since that time.
3 Corporate Flight Attendant News E-Letter Volume 3 Issue 3
Q: Now that you have been handed the torch as Chairwoman,
what is your vision to the flight attendant community?
A: As current Chairperson of NBAA's Flight Attendant
Committee, my goal is to encourage ALL Flight Attendants to
participate in professional development courses and assist in
"raising the bar" of the Flight Attendant Community. As Flight
Attendants, our jobs require us to be more than safety and service
trained. It is important for us to expand our knowledge of the
aviation industry, whether choosing to perform duties as a
"career" flight attendant or advance to become aviation
managers.
only enhances our professional careers, but excels our value to a
Flight Department as well as the importance of having a well
trained professional flight attendant onboard an aircraft. There
are many vendors / companies providing these services. Not
many are involved directly with the NBAA professional
development programs but there are vendors who offer corporate
etiquette training, professional cooking schools,
as well as professional safety training for
handling food just to name a few.
Q: Every person before you in this position
was given the task of providing some type of
plan / goal that they would like to be (as a
community) in 5 years. So I will ask you the
same question: Where would you like to see
the flight attendant community be in 5 years?
A: I would like to see an FAA Certification for
Corporate Flight Attendants. I feel we are
advancing towards the certification process and
after the Teterboro Challenger accident (see
Corporate Flight Attendant News E-Letter,
December 2006 issue). The aviation industry
was shown the need for emergency trained flight attendants
onboard aircraft. In the meantime, I cannot emphasize enough the
need for professional emergency trained flight attendants. The
aviation industry has gone too long with untrained individuals in
the back of the aircraft and it is time for a change. If a flight
department is going to employ the services of an individual to
perform "flight attendant duties" then that individual should have
emergency and medical training.
 Corporate Flight Attendant Training by
Susan C. Friedenberg
June 22nd - 25th, 2008 –- Tucson, AZ.
Space is limited to maximize the student's learning experience.
One must be prepared and have a thorough understanding of what this industry is all about. You must under-
stand the job / role of being a business aviation flight attendant. It is for this reason that we are
conducting our four day training class the Sunday prior to the NBAA Flight Attendant conference which is held
on June 27 and 28. You will now have the opportunity to attend our “Corporate Flight Attendant Training”
program right before the conference and attend it as an empowered and educated possible flight attendant
candidate!
If you have recently completed "corporate specific" emergency training, this is an opportunity for you to attend
our training and get the rest of the education that will facilitate you in your goal of getting a full time or contract
position and empower you to do everything right on that first trip assignment!
Attend This Training & Network As An Educated / Empowered Candidate for Employment!
At Corporate Flight Attendant Training our three favorite quotes are:
"You don't know what you don't know."
"You simply do not get a second chance to make a great first impression."
"You are a paid guest on the aircraft."
For all our training class dates in 2008, please visit our Web site: www.CorporateFlightAttendantTraining.com
©1999-2008
Or contact: Susan C. Friedenberg
Telephone: 215.625.4811 Fax: 215.413.9013

4 Corporate Flight Attendant News E-Letter Volume 3 Issue 3

5 Corporate Flight Attendant News E-Letter Volume 3 Issue 3
6 Corporate Flight Attendant News E-Letter Volume 3 Issue 3
 Quickly Gaining Rapport: Asking Questions
By Shari Frisinger, Corner Stone Strategies
Questions are your most powerful tool in gaining rapport.
Questions give you control of the conversation and help steer the
direction of the conversation. As a presenter, questions can help
you improve your presentation. As a boss, they can let you know
when you may not be fully engaged with your team members. As
one of the team members, questions can ensure everyone has the
same understanding. As a coach, they can help uncover hidden
meanings and underlying reasons. As a mentor, they can help
your mentee figure out options and alternatives for themselves.
Questions can also help you clarify your understanding before
you put your foot in your mouth.
Remember, messages have two parts: actual content and implied
communication. The actual content is the “what” … it is the
words that you use. For example, “What do you mean?” The
implied communication in a message is body language, tone of
voice, underlying feelings. Using the same example, “What do
you mean?” said in an angry tone could indicate defensiveness.
Said in a softer tone could indicate compassion and empathy.
Think of how you try to communicate with someone who does
not speak English. For “yes,” you may smile and nod up and
down. What would your listener “hear” if you said “yes” with a
scowl while nodding side to side?
If the person is upset, angry, depressed, bothered or exhibiting
any other negative emotions, it may be necessary to cycle
through these questions twice: once for the root cause of the
problem to clear up the non-verbal expressed feelings, and the
other to handle the symptoms and resolve the situation or the
challenge. As long as there are negative feelings on either side,
the focus will be, and needs to be, on mitigating those feelings
until the real issues, the real problems, can be addressed and
resolved to everyone‟s satisfaction.
Once you have asked a question, it is important to be quiet and
wait for the response. This pause is just as important as the
question itself. Silence indicates you respect your listeners and
are truly interested in what they have to say. This silence can
possibly be uncomfortable for both of you. Getting past this
uncomfortable pause with implied communication gestures on
your part (e.g., smiling, direct eye contact, expressing interest
through facial expressions) can make or break the rest of your
conversation.
Let‟s explore the different types of questions and when they can
be used:
1. Probing. Probing questions are best used when you need
additional information, need to dig deeper [items a, b below]
or explore additional options or ideas [items a, b, c], work
through issues [a, b, c] and/or to just keep the other person(s)
talking [b, c]. Situations to keep the other persons talking are
when they have told you something that takes you completely
by surprise, when you are caught off guard, or when you are
not sure what to say. For instance, you thought you handled a
situation well, only to be told you did not. Your first question
is probably “What???” Your initial thoughts and emotions
could be defensiveness or anger. Asking a series of follow-up
questions [What specifically did not go well? I don‟t under-
7 Corporate Flight Attendant News E-Letter Volume 3 Issue 3
stand, can you explain?], along with the ones below, will help
you regain your emotional footing and handle the situation
professionally and with a high degree of EQ. Any time you
think “What can I say to that statement?!” means it‟s time to
ask questions.
a. How do you feel about this? If you were me how would you
explain? How would others feel about this?
b. How so? Go on …. Tell me more …..
c. Repeat one key word that was said … a word said with
emotion, or said several times. Simply saying the word,
nodding your head and remaining interested will allow the
other person to continue talking.
2. Paraphrasing. Ask for a check on your ability to
communicate and show complete understanding. You can
paraphrase the “thinking” portion of what is said and also the
“feeling” portion, seeing the world from the other‟s point of
view. Different factors will influence which, or both, you will
need to use.
a. Mirrored thinking: Restate in your own words what you
think is said. Encourages the other person to add more
detail and/or continue talking. Example: “If I understand
you correctly …” or “So what I‟m hearing is …”
b. Reflecting feelings: Communicate back to the other
person the feeling part of the message. Example: “It
seems like you felt …”
c. Clarifying: Resolve any misunderstandings or incorrect
perceptions; i.e.:
i. Direct questions dealing with specific information you
have been given or you have given: listen,
understanding
ii. Example: “Are you saying …. ?” or “What did you
mean by ….?”
3. Summarizing. Recap major points and accomplishments:
a. Synthesizing: putting common points together
b. Example: “Can you tell me what you are going to do
so I can be sure I‟ve explained myself clearly?”
c. Closing example: “So if I do ….., that will be
beneficial for everyone.”
Let‟s take the previously mentioned example where you thought
you handled a situation well, only to be told you did not.
 You: What specifically did not go well?
 Other person responds…
 You paraphrasing: So it sounds like it appeared …… and
when I did that, they felt ….
 Other person responds…
 You summarizing: If I had done ….., that would have
made them feel ….., right?
(Continued on page 18)
8 Corporate Flight Attendant News E-Letter Volume 3 Issue 3
One Aviation Manager‟s Point of View of why
a Flight Attendant is need: Interview with
Doug Schwartz
During this current atmosphere of economic malaise, corporate
flight departments across the nation are cautiously crunching
numbers and watching the bottom line a little closer than in
healthier economic times. Variables beyond department control,
such as skyrocketing jet fuel prices and a chaotic stock market
have forced some flight departments to cut costs by opting to use
commercial carriers for some flights or perhaps cut down on
catering, etc. on all flights.
Professional contract flight attendants with steady accounts have
reported a decrease in business for the season. Some flight
departments are experimenting with using recently furloughed
commercial flight attendants or individuals with alternative
service skills such as masseuse or esthetician for both contract
and full time positions for a considerably lower pay scale. There
are, and always have been, a range of differing attitudes amongst
flight department managers concerning the importance of having
a corporate specific trained flight attendant on board.
One staunch proponent of the professional
corporate flight attendant is Doug Schwartz,
Manager of Global Aviation Services at
ConocoPhillips. The former Director of
Standards for FlightSafety International,
Jett Sett Management Service's
former VP of Flight Operations at TAG, welcomes you to the
former Director of Aviation at AT&T, as
well as current member of the NBAA Board NBAA 13th Annual
Flight Attendant Conference.
of Directors is an unwavering advocate of the
third crewmember. The following is an
interview with Doug conducted in early May.
Why specifically do you feel it important to have
Flight Attendants on board general aviation flights?
Any specific benefits or examples from your experience? We a looking for qualified Flight
Safety, Provide service, Link to the customer. Attendants in the Detroit Metro
Corporate aviation is about much more than travel; It's about area.
time, security, flexibility, privacy and removing stress from the
travel process. FAs are a key component is that 'stressless' Fax your resume to 888 201 0906
environment. They help make the airplane the "safest" place an
executive goes. I don't mean safe in the traditional sense, but
rather in a personal sense...an environment free of distractions,
agendas, and outside influences...an environment that is Enjoy the conference
predictable and where people are trusted.
It is often difficult to convince some flight departments to use
FAs on flights strictly for safety purposes when they are
watching the budget. Do you have any good arguments
associated with costs? What approach might Flight Attendants
take to alter perceptions that they are not needed with a
particular flight department?
It is an unfortunate fact that too many companies see flight
attendants as an amenity rather than an integral part of the flight
crew. I can't site you cost data to counter the argument. This
defines one of the challenges the FA community needs to

(Continued on page 22)

9 Corporate Flight Attendant News E-Letter Volume 3 Issue 3

 “Special” NBAA Flight Attendant
Conference Announcement
CorporaterFAInsider.com has arranged for those
who are Contact/Independent Contactors to get a
special rate at the following hotel.

Holiday Inn Express

10150 N. Oracle Road, Oro Valley, AZ 85737
Telephone: 520-202-4000
Ask for Rate Code "CorporateFAInsider" for a
room rate of $69.00 plus Tax. This hotel is only a
half mile from the convention hotel.

Are you really ready for emergency?

Have you recently reviewed the company manual, policies and Welcome to the
procedures for smoke, fume and fire? Have you had the opportunity
to actually use a fire extinguisher while wearing goggles or a smoke
NBAA
hood? Are you certain you can find appropriate circuit breakers or Flight Attendants Conference!
switches to shut off “Most Likely” sources of smoke and fire?
Could you find the necessary items (Hoods, Mask, O2 walk around
bottle) and actually put them on in a chaotic environment with a Proud Sponsors of Four MedAire Training
cabin starting to fill with smoke? Scholarships to
This was one of the topics at the CASS Conference held in Florida
Management of In-flight Illness & Injury
at the end of April. Consider these things and others ahead of time,
because your response and actions will have to be quick and correct
the first time.
You should not plan on being assisted by the flight crew- they will
have their hands full getting the aircraft down. Train, Review,
Anticipate, Rehearse and ACT. MedAire.com
Are you Ready?
Liz Dembinski-Lloyd
Hess Corporation

10 Corporate Flight Attendant News E-Letter Volume 3 Issue 3

 Announcing the NEW and innovative Beyond And Above Corporate
Flight Attendant Training Center
The management of Beyond and Above is very pleased to announce the opening of their new and innovative
Corporate Flight Attendant Training Center. The new center is located at the Executive Airport in Fort Lauderdale,
FL.

With the June class a new dimension in training will be realized. Beyond and Above is the only training provider to
offer students the benefit of “hands on training” aboard an actual corporate jet.

Using an actual aircraft creates a learning environment that is second to none. Training aboard a corporate jet
brings the experience clearly into focus. Some examples of the new elements in the training are: evacuation
procedures using an actual emergency slide, and state of the art in service culinary skills.

Applications are currently being accepted for the all class. Sign Up Now!! Online Application or call
Mary Lou Gallagher at 727 384 4135

Our philosophy is to train corporate flight attendants

to be the best in the industry
 Beyond and Above is rated as the #1 corporate flight attendant training provider.
 Our Flight Attendants possess exquisite culinary skills, poise, and the sophistication that
reflects a meticulous work ethic.
 Our Flight Attendants understand and demonstrate that confidentiality and discretion
are of the utmost importance.
 Our flight attendants have the sensitivity it takes to anticipate clients' needs and the
knowledge to satisfy them.
 Our Emergency Training follows the FAA Guidelines and is taught in a precise and simple
to learn format.
 After graduation, our Flight Attendants will receive employment leads and job referrals with
total follow through from Beyond and Above.
Flight Buzz - from ELITE TRAVELER magazine (May/June 2006) page 134

Wise private flight providers train their crack in-flight staff at Beyond And Above Corporate Flight Attendant
Training. Attendants are fully trained in their duties and responsibilities and are also groomed to deliver "white
glove" service in-flight. Contact: Owner Mary Lou Gallagher, (727) 384-4135, Fax: (727) 343-4346;
Email: marylou@beyondandabove.net; Website: www.beyondandabove.net

We Go Beyond & Above

Our program provides EVERYTHING necessary to be a corporate flight attendant

11 Corporate Flight Attendant News E-Letter Volume 3 Issue 3

12 Corporate Flight Attendant News E-Letter Volume 3 Issue 3
 GENERAL AVIATION
FOOD SAFETY CERTIFICATION TRAINING
June 26, 2008 – Tucson, AZ

Take advantage of the food safety training class being offered in conjunction with the
NBAA Flight Attendant‟s Conference in Tucson, AZ.

There are many reasons to be trained in General Aviation food safety,

but for re-enforcement of why you should participate in this training class, please visit
aviation-foodsafety-training.com

To receive a certification from the National Registry of Food Safety Professionals,

an examination is required at the end of the class. The nationally recognized certification
is honored for 5-years before renewal.
When you complete this class, you will add to your professionalism, and
learn how to serve food in your aircraft "without compromising safety".

Course Fee: $375

Includes
1-day Training Class
Class Materials / Snacks / Lunch / Dinner

Contact: Location:
Jean Dible Holiday Inn Express Hotel & Suites
Office: 770.333.7912 10150 N. Oracle Road
Jean12@bellsouth.net Oro Valley, AZ 85737
Hotel Number: 520.202.4000

Special Room Rate: $69.00 + Tax (Ask for Code “CorporateFAInsider”)

13 Corporate Flight Attendant News E-Letter Volume 3 Issue 3

 Working towards
“Exceptional In-Flight Service”
Daniel C. Slapo
What do you get with the World‟s Best
Culinary School and a flight attendant who
wants to learn how to either start a baseline
of skill to someone who is trained and just
needs a refresher in general knowledge of
in-flight cooking? It is called “Exceptional
In-Flight Service” at The Culinary Institute
of America's which is located at Hyde
Park, NY campus. This three (3) day
intense class is worth every penny one can
spend.
Day one started off slowly but the pace
picked up and by mid afternoon you were
busy in the kitchen and did not stop until
the bus picked us up to head
back the hotel at ten o‟clock in
the evening. Let me explain, we
were greeted by our class
instructor Chef Mark Ainsworth
(Excellent Instructor) and while
he (I am sure many other
instructors before him) tried to
interject some humor into a very
dry and sometimes less than
interesting topic on the central
theory that every plate should Chef Mark
have a conflicting type of food, he did
keep the interest of the class and. I have to true Italian and provided us with a wealth
say it must be the hardest topic the school
has to teach to their students before they
open the doors to the training classrooms.
In my opinion, Chef Mark taught the Yen demonstrated different techniques with
and Yang of food (soft – hard / sweet –
sour / fried – baked) as this allows the
person who is planning the meal to tell a
story of some sorts to the
person who is eating it.
Following the lecture it was
time to take a tour of the
campus. During the campus
tour, Chef Mark used the
lecture as a tool to explain what each
working classroom and how each student
was incorporating the same theory into
practical environment.
After lunch, Chef Mark brought us into a
working kitchen to explain some safety
issues as well as help us practice our knife
skill. Immediately following our knife test,
Chef Mark gave us our first task: plate
presentation. We were
presented with several plates
using the Yen and Yang theory
as we formed teams. The kitchen
project, pluse assorted other
projects each took about 2 hours
to complete.
Once the food plate presentation
was completed we returned to
the classroom to find Sommelier
Vincenzo Lauria with 10 bottles
of wines and champagnes from
around the world. Vincenzo is a
of knowledge using such terms as Terroir,
Rustic and Old World vs. New World
vines. Along with the wine demonstration,
Vincenzo worked with each student and
table service. Vincenzo‟s lecture was fun
and vibrant leaving you feeling energized
at the completion of his training.
To end each full day of
instruction, Chef Mark
assigned homework by
inviting the class to one of
the on campus restaurants
and to talk about that day‟s
activity and apply it to dinner.
Other topics that were discussed; Micro-
wave Cookery, Small Dishes and Simple
Appetizers, and Chef Mark asked for one
topic we wanted to work on and we asked
about for special instruction on Soups
(Consommé, Cream, Pureed and Bisque).
In retrospect, while I was uneasy at first in
taking this class (due to none of the
instructors have worked on an airplane), by
the time it was over, I wanted more! The
Culinary Instructors used the students as
teachers during the program. Each student
who walks through their classroom
becomes a valued voice incorporated into
the class instruction as they help the
instructors to become more familiar with
the daily struggle we face in corporate
aviation.
If you want more information about this
excellent class titled “Exceptional
In-Flight Service” being taught at The
Culinary Institute of America, please
contact: Lorrie Hafner Account Services
Coordinator at 845-451-1669 or via e-mail
at: l_hafner@culinary.edu.

Reader’s Comments: Quick Donning O2 Mask

Over the past week or so we‟ve talked about how the flight attendant is a vital part of
the crew. I couldn‟t agree more. May I suggest the following to ensure that the flight
attendant have the same safety equipment that the crew have, ensuring the safest of
operations and cooperation in the event of a high cabin altitude or contamination event.
If your aircraft does not have a crew type quick donning O2 mask located at the jump
seat (if that is where the attendant sits), it would be an excellent idea to have one
installed if possible. If it is not possible to have one installed, a crew type mask could be
attached to a walk-around bottle.
I am aware that O2 installations are a bit different on each type of aircraft, and that
some aircraft have either installed such a quick donning mask system at the jump seat,
or offered in as an option. If you are unsure of the possibility for your own aircraft, this
board is an endless source of valuable information.
Good luck and fly safe.
Brian Mott
Aviation 2000 Inc.
Dassault Falcon Flight Training

14 Corporate Flight Attendant News E-Letter Volume 3 Issue 3

(Continued from page 1) then the carrier would have to complete a must reflect that it is the carrier, not the
full conformity check of the aircraft, as if owner, that is conducting the Part 135
air carrier. The FAA suggests that the it were new to the certificate, before it revenue flights and that it is the carrier's
carrier simply give the owner a list of could be used again in the carrier's Part actions or inactions that are being insured.
approved repair facilities from which to 135 operations. The insurance policy must indicate that it
select. The FAA also suggests that the is the air carrier that must approve the
Approving charter customers: If the
carrier inform the maintenance facility in flight crew."
aircraft falls under an exclusive-use
advance that the aircraft is on their
agreement, the owner cannot approve or Part 91flights: Owners may still conduct
OpSpec DO85 and that the carrier will
deny a potential charter flight. Otherwise, their own flights under Part 91, although
play a role in ensuring that the
an aircraft owner can still preempt a they must acknowledge not only
maintenance is in accordance with the air
charter flight so that the owner can use the operational control over those flights, they
carrier's program.
aircraft. The FAA recently made the must now acknowledge the potential
It is still permissible to have an aircraft following mysterious observation: "The liabilities that flow from operational
owner's mechanic perform maintenance on FAA wouldn't characterize that situation as control. (See Point of Law, January 2008,
a Part 135 aircraft provided that someone a 'denial' of a potential charter trip. If the Aviation Week Business & Commercial
from the air carrier is aware of the arrangement is put in terms of 'approval' or Aviation, page 73).
maintenance being performed and the air 'denial' of each charter trip, that could be
Charter/management arrangements are still
carrier validates that the work has been one piece of evidence that might result in
good for aircraft owners and charter
performed correctly. an FAA finding of loss of operational
operators, as long as everyone knows what
control by the Part 135 operator. ...The
If maintenance is accomplished by the roles they are allowed to play and follows
carrier decides whether to conduct a trip or
aircraft owner, while the owner has the scripts accordingly.
not. The uncertificated aircraft owner
possession of the aircraft and is using it
doesn't decide whether the charter trip We would like to thank Aviation Week
under Part 91 only, before the aircraft may
takes place or not." Business & Commercial Aviation in giving
be used in Part 135 services, it must
us to permission to reprint this article
undergo an appropriate airworthiness Insurance: The FAA still allows an
which first published in their May 2008
conformity validation check. However, if aircraft owner to obtain insurance, but has
issue.
the aircraft owner encounters a stated requirements that may be difficult
maintenance issue on a Part 91 flight and for insurance brokers to honor. The FAA
has work done at an unapproved shop now requires that "the insurance regarding
without coordination with the air carrier, the safety of the actual Part 135 operations

Welcomes you to the

13th Annual
FA Conference

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15 Corporate Flight Attendant News E-Letter Volume 3 Issue 3

16 Corporate Flight Attendant News E-Letter Volume 3 Issue 3

By Dan Lane
The study of human / machine interface is
known as ergonomics, and the application
of this science is called human factors. The
International Civil Aviation Organization
(ICAO) states that: “Human Factors is
about people: it is about people in their
working and living environments, and it is
their relationship with equipment,
procedures, and the environment. Just as
importantly, it is about their relationships
with other people…. Its two objectives can
be seen as safety and efficiency” (ICAO
Circular 227). All accidents and Safety Agreement (BASA) and
incidents can be examined after the Maintenance Implementation Procedures
fact, then a series of events can be (MIP) with the United States.” The
determined as the root cause and this series aviation community over the entire world
of events is known as the chain of events is on board with human factors training.
or the error chain. Removing just one of
Over the past 40 years, over 80% of
these events in the chain may have
aviation accidents and incidents were
prevented the accident.
related to the human element and were
The study of human factors has increased largely preventable through the proper
dramatically over the last decade. The application of human factors principles.
FAA now has a Maintenance Human Since the beginning of the industrial age,
Factors Program based in Washington, the amount of machine error has decreased
DC. The FAA Advisory Circular 145-10, while the human error statistics have
Repair Station Training Program, mentions steadily increased. Aviation pilots were
the phrase “Human Factors” 19 times. The one of the first professions to engage in
European Aviation Safety Agency (EASA) human factors training and the result has
“requires maintenance human factors been a significant decrease in human error
training as part of the Bilateral Aviation related accidents.

There are 12 casual factors known as “The Dirty Dozen” that will always be a component to an
accident or failure because they are contributing factors that interfere with our performance at
a critical moment.
1. Lack of Communication: A lack of communication or
unclear instruction along with incomplete communication is what
leads to errors. The actual words that are spoken are surprisingly
a small part of what others interpret. Things such as body
language and tone play a large role in the delivery of a message.
2. Lack of Assertiveness: Assertiveness is not to be confused
with being aggressive. Assertion basically involves asking for
what you need and saying “No” when necessary.
3. Fatigue: Acute fatigue can be identified as intense, short-
lived, can be measured in hours and cured by a good nights sleep.
Chronic fatigue is identified by the characteristics of frequent
occurrence and long duration with a slow recovery rate. Many
technical personnel will tend to underestimate the problem and
overestimate their ability to cope with it.
4. Stress: Our individual ability to manage and overcome stress
it is what varies greatly. Stress can be defined as the body or the
mind‟s reaction to the demands placed upon it. Stress is also
anything that worries us, prods us, thrills us, scares us, or
threatens us.
5. Distractions: Psychologists say distraction is the number
one cause for us to forget things. We are always thinking ahead.
Thus we have a tendency, when we are distracted and then come
back to a job, to think we are farther ahead than we actually are.
6. Lack of Teamwork: If one or more team members are not in
line with the rest, the whole team is less effective. The lack of
teamwork usually involves communication issues as well as
personal conflict issues.
7. Lack of Awareness: Lack of awareness to your
surroundings and other co-workers can lead to mistakes or injury.
Sometimes it may be necessary to take a break and revisit the
situation from a different perspective.
8. Lack of Knowledge: Education is an ongoing, everyday
process whether you realize it or not. Lack of experience is no
different than a lack of knowledge. We all learn from our
experiences the same as any formal classroom type training.
9. Lack of Resources: Resources come in many different
forms. Manuals, specifications, instructions, procedures,
equipment and other people are all good examples of resources.
Lighting is a resource that is many times overlooked. A poorly lit
work environment leads to poor job performance and accentuates
poor mental awareness to the situation.
10. Pressure: Like stress, pressure exists in every task that we
are asked to complete. Pressure comes from managers,
supervisors, co-workers, customers and even self-induced
pressure. Always remember to work smarter, not harder.
11. Norms: The best way to describes norms would be to call
them unwritten rules or policies that are dictated and followed by
a majority of a group. “That is just the way we have always done
it!” is a phrase that everyone has heard in his or her work
environment.
12. Complacency: Self-satisfaction accompanied by a loss of
awareness of the danger. When an activity or task is routine, then
it is common to not put as much mental thought into the
performance of that task. Unfortunately, our tendency toward
being complacent increases the more skilled and practiced we
become at a particular task.

Safety nets are rules and regulations, behaviors, policies, or every business in aviation. For more information or to schedule a
procedures that will help to eliminate one or more human factors, training session, contact” Global Jet Services, Inc. @ 850-691-
which could result in the prevention of an accident. Training, 6090 or michelle@globaljetservices.com.
education and awareness of human factors is an essential part of (Continued on page 23)

17 Corporate Flight Attendant News E-Letter Volume 3 Issue 3


(Continued from page 7)
Remember, in asking questions, you can get to the source of
a dilemma by asking “Why?” You can brainstorm ways to
resolve it by asking “How?”
This is part 2 of a 4 part series. You can read the first part in
our April issue and the next part will be in our August issue.
In addition, Shari L Frisinger is an accomplished educator
and speaker in today‟s aviation. She has written three
booklets: 5 Beginning Steps to Personal Handwriting A
nalysis, Fail: Not a Four Letter Word, So What? And Who
Cares, and a motivational quote book: Focus [on the
Pinnacle of Your Success]. Each of them can be purchased
by contacting her at shari@cornerstonestrategiesllc.com or
by going to www.cornerstonestrategiesllc.com .
“What‟s with the Darn Bracket Latch?
By Randall Woods
Ok, you are in the „big leagues‟ now and take your flight
attendant job very seriously. Good for you. So, you show
up to for a flight, nice and early and well
before the crew show time given to you by
Crew Scheduling / Operations. Of course
the pilots are not around yet and you ask to
access to your aircraft for the trip in order to
get started; thinking that you can get through
your emergency equipment checks and start
learning the layout of this particular galley.
Murphy‟s Law has taken place and of course
you have never flown this aircraft before so
you look for a briefing card to make sure you find all the
emergency equipment. You start into the process and over
time end up at one of the fire extinguishers.
Now, you know that one of the items you are looking for
is the weight of the fire extinguishers so you attempt to
pull back the bracket latch to gain access to the
extinguisher and for some reason can‟t get it to open up.
You struggle, now a little embarrassed that you can‟t make
something so simple, like releasing the bottle. With a great
amount of strength you finally get it open and pull out the
fire bottle from the bracket.
(Continued on page 20)

Shari Frisinger Communication Replugged!

Congratulations to
All Scholarship Winners!

Enjoy Your Going Global Conference

It isn’t what you said.
It’s what they For Timely Information You Can Use Today Explore My Website At:

think they heard. CornerStoneStrategies LLC

18 Corporate Flight Attendant News E-Letter Volume 3 Issue 3

19 Corporate Flight Attendant News E-Letter Volume 3 Issue 3
(Continued from page 18)
You preflight it…..overall condition,
especially around the regulator; gauge
in the green; sticker outlining the date
due for inspection; retaining pin in it‟s
proper position not allowing
inadvertent movement of the handle
and of course it‟s heavy so it much
have Halon included. Not bad, you
think…looks nice and new and except
for a large amount of dust, you are
very satisfied.
So, being just that, you place it back in fight with the removal of a fire
the bracket and begin to work the latch extinguisher only to very quickly put it nearest fire extinguisher and remove it
back to the proper position
to make it secure. Of course,
reading this you now know
what‟s going to
happen….the latch is not
going to hold! The give-
away….it was hard to open,
it will be harder to close.
You‟re right! No matter
what you do, the latch to the
bracket doesn‟t stay closed and you are
left to frustration, bruised fingers and
maybe even a broken finger nail. Grr! not lower your standard bar! You need remove! Better to learn during
What to do now? You remove the fire
extinguisher and place it right on the
table in the cabin to make sure that you
don‟t forget that it is still an open
issue. When the Pilot-in-Command
shows up, you mention that you can‟t hard, the Pilot-in-Command, if not the
seem to get the bracket latch to close. maintenance staff, needs to know.
Almost with a look of annoyance, he
Better to have that
or she gets on their knees
happen than to have a
and attempts to do what
perfect fire extinguisher
you had failed at…
available in an actual
getting the latch to hold. emergency and yet not
If you practice what you usable since no one can
are taught, you know get the extinguisher out.
exactly what I‟m talking Next time you do your
about. We have all fought with the emergency preflights, I encourage you
latches on the fire extinguisher to do this drill. Sit in your normal
brackets wondering why we do this… assigned seat and close your eyes.
Now with your eyes closed, move to
back into the bracket! We do and simulate pulling the safety pin for
it….because we need to! If activation.
you are struggling with the
Now you can understand what may
removal of a fire
really take place when there is
extinguisher, why do you
unknown smoke or worse yet, actual
think that it will be easy
fire on board, and the galley and cabin
when you truly need one? power has been turned off taking away
A part of the preflight/ post- normal lighting. It‟s tougher than you
flight process is learning think. In doing this process, you are
how the brackets are made and how also learning which way the bracket
easy or in this case, how hard they are latches are mounted and how easily, or
in opening them. I encourage you to in this case, how hard they are to
to remove each fire extinguisher to preflight / postflight than in an actual
verify that it weighs appropriately and emergency!
in doing so you are learning how the
bracket on the extinguisher works and
whether it works easy or hard. If too

Editor Corner tribulations when my mother passed away last summer. So it is

“Ever Changing Time”
It is that time a year again when the sun is over head changing
our season from spring to summer. This time of year we think of
waves crashing at the beach and a well needed getaway. Yes, it‟s
summertime for the NBAA Annual Flight Attendants
Conference. The two have been going hand in hand for
the last 13 years.
The 2008 conference is being held June 26th - 28th in
Tucson, Arizona at the Hilton El Conquistador Golf
& Tennis resort. A wide variety of topics is being of-
fered by this year‟s committee members. We have
worked hard to offer timely and relevant information
and we hope that you will bring useful information
back to your flight department managers. If you
haven‟t done so, make your reservations to join the event in
beautiful Arizona. A change of scenery will be good for you!
Many of you may remember I was going through some family
time for me to reflect on the change in my life since last year. I
have realized that my mother was like a rock for me and
emotionally it has been very difficult with her absence in my life.
But I know I am not the only one who has lost a loved one this
year.
A friend of mine just lost his mother, another friend lost her
husband, and one lost her daughter. The list could go on
and on. So I know I am not alone in trying to put on a
face of happiness. I want all my friends, extended
family, and for you, my readers, to know that change is
sometimes hard but we get through it just one small
step each day.
Talk about change - my income level is down and my
retirement plan went up. I now have to work until the
ripe old age of 75, instead of the current 65. The
independent F/A contractor is finding a slow-down due
to the unstable economy. This results in less call outs and flight
(Continued on page 23)

20 Corporate Flight Attendant News E-Letter Volume 3 Issue 3

 Silver Lining Inflight Catering Announces the Grand Opening of its
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21 Corporate Flight Attendant News E-Letter Volume 3 Issue 3

 (Continued from page 9)

address. My view is that a reasonable flight

crew policy is one that says in a flat floor,
wide cabin aircraft the minimum crew for
Aerospace Medicine Technical Reports dispatch consists of at least two pilots and a
flight attendant.
FAA Office of Aerospace Medicine
Civil Aerospace Medical Institute Does the NBAA Board have a position on the
use of flight attendants?
Report No: DOT/FAA/AM-07/21
Not that I am aware of. This question is better
Title and Subtitle: Flight Attendant Fatigue suited to several committees (Safety, Ops,
Report Date: July 2007 Management).
Most Flight Attendants attend an annual
training without their department Pilots. Do
Authors: Nesthus T, Schroeder D, Connors M, Rentmeister-Bryant H, & you know of flight departments breaking that
DeRoshina C trend by having pilots attend training with the
Abstract: The Departments of Transportation and Treasury and Independent cabin crew staff to keep everyone on
Agencies Appropriations Bill (House Rpt. 108-671) included a directive to the the same page?
Federal Aviation Administration to conduct a study of flight attendant fatigue. No. However, at a previous job, we did do one
The NASA Ames Research Center Fatigue Countermeasures Group (FCG) was episode at FlightSafety in Savannah where all
contracted by CAMI to conduct the study. of our pilots and flight attendants attended a
To meet the goals of the study, this report contains a literature review on fatigue as day of emergency training that included the
potentially experienced by flight attendants, an evaluation of currently used (actual cabin evacuation trainer, the ditching trainer
vs. scheduled) flight attendant duty schedules, and a comparison of these schedules and fire fighting simulation. It was a terrific
to the current CFRs. The report additionally reviews fatigue-related incident/ experience during which I saw the value of a
accident information from the Aviation Safety Reporting System (ASRS) and the well trained FA first hand.
NTSB database. I see that ConocPhilips is offering a Flight
One report section describes the application of three different performance and Attendant scholarship award this year. I
fatigue models to assess how flight attendant duty schedules contribute to increased would be interested to know how that came to
levels of fatigue and predicted changes in performance. The report concludes with be. We need to convince more companies to
6 recommendations concerning issues that require further evaluation, including: contribute on an annual basis. Maybe we
could even squeeze more money out
(1) Survey of Field Operations. To assess the frequency with which fatigue is of you next year?
experienced, the situations in which it appears, and the consequences that
follow; We support efforts that push business aviation
to higher levels of safety and operational
(2) Focused Study of Incident Reports. To better understand details of the performance. Supporting the NBAA FA
incidents; scholarship program is a great way to promote
higher standards for ourselves and others. Phil
(3) Field Research on the Effects of Fatigue. To explore physiological and Guthrie, one of our flight attendants at
neuropsychological effects of fatigue, sleepiness, circadian factors, and rest
ConocoPhillips, proposed that we underwrite a
schedules on flight attendants;
scholarship and I was glad to support this.
(4) Validation of Models for Assessing FA Fatigue. An important step to under-
standing whether and how models could be used in conjunction with field
operations;
(5) International Carrier Policies and Practices Review. To learn how other
countries address these issues and with what results; and
(6) Training. FAs could benefit from information on fatigue, its causes and
consequences, its interaction with circadian disruption, and how and when to
employ countermeasures (e.g., scheduled naps, physical activity, social We here at CorporateFAInsider.com and
interaction, caffeine). Corporate Flight Attendant News E-Letter
applauded Doug for his
Key Words: Flight Attendant Fatigue, Sleep Loss, Circadian Rhythm Disruption, continued support for this publication as well
Duty Time and Rest, Jet Lag, Workload, Biomathematical Models. as his support to the
Flight Attendant community.
To read the full report please visits
http://www.corporatefainsider.com/FA_Fatigue.
22 Corporate Flight Attendant News E-Letter Volume 3 Issue 3
 Serving your needs in the Dallas / Fort Worth area
(Continued from page 17)
About the Author: Dan Lane is the Chief Inspector
and Nondestructive Testing Department Manager
for Epps Aviation at PDK airport in Atlanta,
Georgia. Dan is a licensed Airframe and Power-
plant mechanic holding an Inspection Authorization
and is also certified by the American Society for
Nondestructive Testing (ASNT) as an NDT Level III. The FAA
has certified Dan as a Designated Airworthiness Representative
(DAR).
This article first appeared in the January 2008 issue of
AutoPILOT magazine
REFERENCES: Global Jet Services, Inc. Human Factors in
Aviation Maintenance, Simsbury, Connecticut, 2004.
23
(Continued from page 20)
assignments. Companies like Lehman Brothers just lost
over $2 Billion, Bear Stearns– closed its doors. When was
the last time you heard of a road show for a company
marketing an IPO (initial public offering)? With a slow
down brings change. As my mother always said, “It is
what it is - just keep heading in the right
direction and it will all work out.”
Inside this issue you will notice some changes. I have
changed the front page to look like a newspaper. Second,
our June issue will double or even triple in size to
accommodate the advertisers targeting the conference
attendees. So if you would like to participate and become
a sponsor or advertiser, please visit our website for more
information at www.CorporateFAInsider.com
Fly safe and I‟ll see you at the conference.
Daniel C. Slapo
Editor/Publisher
Corporate Flight Attendant News E-Letter Volume 3 Issue 3
24 Corporate Flight Attendant News E-Letter Volume 3 Issue 3