VCP_IF

• Conducted on

  Date

• Prepared by

• Location
  Address

• Flight number

• AC-Registration

• Is the A/C a spaceflex?

  Yes

  No

  N/A

• SDT

• ATD

Boarding

• Do crew welcome customers with a genuine smile?

  Yes

  No

  N/A

• Do crew smile and look smart (uniform, hair and makeup)?

  Yes

  No

  N/A

• Do crew help customers by proactively placing their luggage in the racks and under seats in order to speed up boarding in a calm and quiet manner?

  Yes

  No

  N/A

• Is the aircraft clean and free of rubbish?

  Yes

  No

  N/A

• Does the seat pocket contain all the correct literature and in good condition? (sick bag, boutique, menu, safety card and magazines)

  Yes

  No

  N/A

• Do crew instruct customer in a gentle way when giving instructions? (emergency exits, electronic and ISPSS policies, customers behaviour, etc

  Yes

  No

  N/A

During Flight

• Is the aircraft interior in good, working order, with no damaged items? (racks, seats, carpet, pannels, plackards, lavatories)

  Yes

  No

  N/A

• In case of damaged items, are they properly signalled?

  Yes

  No

  N/A

• Are toilets clean and with all amenities such as soap (pls indicate bar of soap or gel), tissues and toilet paper?

  Yes

  No

  N/A

• Do crew check toilets every 20 minutes?

  Yes

  No

  N/A

• Are toilets available for customer use throughout the flight? (except seatbelts on)

  Yes

  No

  N/A

• Do crew continuously supervise the cabin and check customer comfort on board? (courtesy walks every 10 min)

  Yes

  No

  N/A

• Do crew walks through cabin in a calm and discreet manner at all times?

  Yes

  No

  N/A

• Do crew answer when the call bell is pressed by a customer?

  Yes

  No

  N/A

• Are crew conversations kept professional and discrete at all times?

  Yes

  No

  N/A

• Are galley´s curtains open during flight?

  Yes

  No

  N/A

• -Front Galley except for cockpit door open, catering trolley being prepared, senior cabin crew eating or money being managed
  -Back Galley except for cabin crew eating or money being managed

• Is there a pleasant atmosphere in the cabin for customers to rest?

  Yes

  No

  N/A

• Are special customers such as children, elder people or RMP taken care of properly?

  Yes

  No

  N/A

Announcements

• Are the automatic announcements being played with the correct volume? (not too loud)

  Yes

  No

  N/A

• Are the correct languages played? (Spanish, English, Origin of the fligh)

  Yes

  No

  N/A

• When crew make manual announcements, are they comprehensible?

  Yes

  No

  N/A

• Has a welcome announcement from cockpit been carried out?

  Yes

  No

  N/A

Service on board

• Does the catering service start on time? (please indicate the time announcement is made and the time menu service starts)

  Yes

  No

  N/A

• Do the crew offer a second catering service? (flights over 2 hours)

  Yes

  No

  N/A

• Does crew offer boutique service if applicable? (flights over 60min)

  Yes

  No

  N/A

• Were customers individually asked if they would like something to eat or drink when passing by with the menu service?

  Yes

  No

  N/A

• Did crew apply selling techniques such us upselling, link selling or offering alternatives? crew should ask our customers if they´d like anything else or recommend an upsell or an alternative

  Yes

  No

  N/A

• Were customer given a receipt after purchase?

  Yes

  No

  N/A

• Do Crew remove the waste from customers' seat after every catering service?

  Yes

  No

  N/A

Disembark

• Is disembarking as quick as possible once engine stops so customers could leave the aircraft as soon as possible? (if not please indicate time)

  Yes

  No

  N/A

Delay

• Are customers informed about the reasons in case of delay when disembarking?

  Yes

  No

  N/A

• In case of delay once boarded, Do customers receive information from the cockpit and updated every 20 minutes?

  Yes

  No

  N/A

• If delayed on board for more than 30 minutes, have the customers been offered a glass of water? was the temperature on board correct? (please indicate time that the glass of water starts to be offered)

  Yes

  No

  N/A

• Do technical crew inform customers properly in case of flight delayed?

  Yes

  No

  N/A

• Yes

  No

  N/A