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Corporate Flight Attendant News E-Letter

Our mission is to inform our loyal readers on today‘s issues that shape the corporate flight attendant. Customer satisfaction is our focus in our ongoing quest to exceed the goals for market, professional and personal growth. Each electronic publication is free to corporate flight attendants and aviation personnel throughout the world.

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CONFERENCE AGENDA Thursday - June 24, 2010 Lead/Manager Flight Attendant/Tech Roundtable Meeting (RSVP required) PDP L2 Course Creating and Achieving Goals for your Success Shari Frisinger, Cornerstone Strategies Evening Welcome Reception & Registration First Time Attendee Meeting

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Friday, June 25, 2010 Welcome/Opening Scott Arnold, FAC Committee Chair

The 15th Annual NBAA Flight Attendants/Flight Technicians Conference San Diego, California June 24-26, 2010 San Diego Sheraton Hotel & Marina

Fifteen Years of Safety, Service and a Commitment to Excellence NBAA's Flight Attendants/Flight Technicians Conference, now in its 15th year, is designed to support business aviation flight attendants and technicians in their ability to provide excellent cabin safety, security and service. The focus of this year's conference is Crew Resource Management (CRM). The conference will officially open with a welcome reception the evening of Thursday, June 24, and include a conference sponsored “Sunset in San Diego Conference Networking Reception,” the evening of Friday, June 25. Other 2010 highlights include Thursday’s reprise of 2009's wellreceived Lead/Manager Flight Attendant/Flight Technicians Roundtable Meeting and the introduction of a PDP L2 Course, Creating and Achieving Goals for your Success by CornerStone Strategies. Ron “Maxi” Mumm, Former Thunderbirds Commander, is the selected Keynote Speaker and will provide insight into how you can become better equipped to lead your team with improved performance through higher engagement. Register now to attend this essential event for flight attendants, flight technicians and inflight service managers. For the detailed agenda and more information, please go to: We hope to see you in San Diego! The NBAA Flight Attendants Committee

Regulatory & Security Hot Topics NBAA Panel: Steve Brown, Mike Nichols and Dan Burkhart. Keynote Speaker: Ron Mumm Former Thunderbirds Commander “What!s Outside Your Window?” Airport Signage and Surface Contamination FAA Presenters: Dave Kurner & Rebecah Huelskoetter


Maintaining Composure at Any Altitude Shari Frisinger, CornerStone Strategies

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SMS, Risk Management & ICAO Rules Kathy Perfetti, IBAC “To Brief or Not to Brief ... There is No Question” Dr. H. Beau Altman, HBAcorp The History of the Flight Attendant Conference Virginia Lippincott, Former Committee Chair San Diego at Sunset Conference Networking Reception

Saturday, June 26, 2010 Conference Giveaways Scholarship Award Presentation Deep Water Survival Winslow LifeRaft Company, STARK & Survival Systems USA Social Media Scott Arnold. Elaine Lapotosky (Jet Professionals), Mike Nichols (NBAA)

Maintaining Your Composure at any Altitude

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Minute Clinics: 1. Understanding the Date Coding System 2. Allergies and Dietary Restrictions 3. Mark or Seal Cooking Terminology Made Simple 4. Making Sure Your Special Requests Turn Out Special 5. Personal Travel Kits Confronting the Unexpected Flexjet CL605 Crew who faced a smoke in the cockpit emergency evacuation - a must see presentation! Final Giveaways

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Conference Wrap Up Scott Arnold, FAC Chair Mary Ann Fash, FAC Vice Chair

Corporate Flight Attendant News E-Letter


After 25 Years

Volume 5, Issue 6

ASCERT™ Business Aviation

CREWMEMBER EMERGENCY TRAINING FOR AN EVEN SAFER FLIGHT OPERATION It has been twelve years of waiting. The wait is now over . . .

Safety Briefing Card © ASA, LLC-SAFEAIR

We’re Back!

Dr. Beau Altman, creator of FACTS® and EASI®, and his EASI® Advisors, are introducing “alternative” initial and recurrent training for business aviation . . .


Aviation Safety, Crisis and Emergency Response Training A Systems Approach to a Human Factors Course of Action Value Proposition

Welcome Aboard! ASCERT™ is a budget-minded, intensive two-day training program presented in a workshop format designed for today’s business aviation operations. The curriculum is fundamental and interactive with a focus on human factors and state-of-the-art safety technology. Participants bring to their flight operation an enhanced level of crisis and emergency response-ability, not just a paper certificate.

ASCERT™ differs from other training in curriculum, prestigious trainer roster, and by these alternatives: #1: Off-site: Recurrent Training (Seattle Museum of Flight). This powerful, two-day open enrollment program delivers a nonspecific aircraft curriculum which includes a take-backto-the-hangar to-do list for aircraft specific essentials. #2: On-site: Initial and Recurrent Training (Client’s hangar). Why not let us, that’s HBAcorp, with 30+ years experience in business aviation cabin emergency training, be your training consultants. This alternative provides cost savings and overall flexibility. We offer a unique consultant retainer schedule. We will personalize ASCERT™ to your operation, provide a trainer’s tool kit and mentoring on the conduct of the program. Also, the syllabus can be submitted to the FAA for approval.

Who Should Be Participants Anyone in flight operations, who in any way, is responsible for crew and passenger safety, including: ! ! ! !

Participant Benefits


ASCERT™ participants will be able to:

Define and apply to aviation operations the safety concepts of hazard identification and minimum acceptable risk. State and document compliance with applicable FAR Parts 91 and 135, and IS-BAO best practices. Review and practice Safety Management Systems and Crew/Passenger Resource Management (CPRM). Describe and show methods to deal with human factors in emergencies including crisis and emergency stress management and post traumatic stress disorder (PTSD). Classify and perform different types and styles of “situational leadership” and assertive communications. Discuss and carry out strategies of decision-making for crisis and emergency preparedness and response. Identify and demonstrate how to employ emergency equipment and procedures for his/her specific aircraft. Access and put into practice his/her knowledge of aviation safety, crisis and emergency preparation and response in the briefing room and on the flight mission.

Fees: credit cards accepted) Fees: Two-day, Two-day, ASCERT™ ASCERT™ (major (major credit cards accepted) $$ 1,650 1,650 -- One One participant participant $$ 1,475 Two 1,475 - Two or or more more (same (same company, company, same same class) class) $ 1,350 - Self-employed (independent contractor) $ 1,350 - Self-employed (independent contractor) Location: Museum Museum of of Flight Flight -- Seattle, Seattle, WA WA Location: 2010 Dates: Aug 10-11, Sept 8-9, Oct 12-13 2010 Dates: Aug 10-11, Sept 8-9, Oct 12-13 To register for a class or to request more information on To register for a class or to request more information on our unique in-house training/consulting offer, email or call: our unique in-house training/consulting offer, email or call: / 1.877.422.3274 Beau.Altman@HBAcorp‐ / 1.877.422.3274

Aviation Managers and Directors Flight Attendants, Flight Technicians, and CSMs Chief Pilots and Line Pilots Schedulers and Dispatchers   HBAcorp • 3912 Oyster Bay Road NW • Olympia, WA 98502 • toll free: 1.877.422.3274 • Local: 360.866-8336

Corporate Flight Attendant News E-Letter


Volume 5, Issue 6

ASCERT™ For Business Aviation

Onlya asmall smallpercentage percentageofofaircraft aircraft Only accidents “fatal.” accidents are are “fatal.”

Ignorance a big killer! Ignorance is aisbig killer!

Course CourseOutline Outline(abbreviated) (abbreviated)

Module 1. “Safety” in business aviation operations

A. Classical business aviation incidents and accidents Classical business aviation incidents and accidents B. “Systems-theoretic” and “threat and models error” models “Systems-theoretic” and “threat and error” ! U.S. for the “Highest U.S. Code for Code the “Highest degree ofdegree safety”of safety” Hazard identification and minimum acceptable risk Hazard!identification and minimum acceptable risk

Module 2. Safety training regulations and best practices A. Domestic and international applicable regulations Domestic and international applicable regulations Int’l Standards for Business Operations Int’lB.Standards for Business AircraftAircraft Operations (IS-BAO)(IS-BAO) ! Safety Management SystemsThe (SMS): Four Pillars Safety Management Systems (SMS): Four The Pillars ! CRM and CPRM (Crew/Passenger Resource Management) CRM and CPRM (Crew/Passenger Resource Management)

Module 3. Optimizing resources: Human factors A.people How people “think andaffects feel” affects way theybehave will How “think and feel” the waythe they will in crisis and emergency situations in crisisbehave and emergency situations ! Decompression, turbulence, fire and smoke Decompression, turbulence, cabin firecabin and smoke Action, and inaction and hyperaction Action,! inaction hyperaction responsesresponses B. Psychosocial health and physical considerations Psychosocial health and physical considerations ! Stress management and situation Stress management and situation recovery recovery ! Post Traumatic Stress Disorder Post Traumatic Stress Disorder (PTSD) (PTSD)

Module44. .Optimizing Optimizingresources: resources:Leadership Leadership Module

A. Situational leadership Situational leadership theory theory ! Matching leader with follower style Matching leader style withstyle follower style ! Influence Influence or controlor control B. Principles of “crowd control” Principles of “crowd control” Typical group in behavior crisis or emergency Typical!group behavior crisis orinemergency situationssituations ! Command leadership Command leadership ! Assertive behavior/communications (CRM and CPRM) Assertive behavior/communications (CRM and CPRM)

Course Method ASCERT™ draws on an amalgamated learning approach

including lecture, discussion, role play, decision-making strategies and hands-on demo of emergency equipment and procedures. The class includes critical analysis and scenario-based simulation exercises along with after-class (online) human factor “action” hangar assignments. Participants receive a course book with a specific aircraft hands-on training schedule to be completed for FAA regulatory compliance, IS-BAO and risk management best practices. Scenario-based simulation exercises are utilized as a classroom (table-top) instructional tool which encourages participants to apply their knowledge to aviation crisis and emergency situations. Scenario-based simulations are lowstress, promote dialogue, and enhance individual and team confidence on how to handle an aviation crisis or emergency situation before it occurs. Know Before You Go! Participants are requested to bring to class: Seat belt Life jacket Oxygen mask Passenger safety briefing card Layout of assigned airplane interior configuration

Instructors and Consulting Authors Dr. Beau Altman, Ph.D., FACFEI, DABPS, CHS-IV

Dr. Altman is President of HBAcorp and creator of FACTS, EASI, PaxSafe, and ASCERT™. Beginning his aviation career in 1967, he is renowned for his accomplishments in applied human factors psychology, aviation safety training and instruction. Beau is a Fellow, American College of Forensic Examiners, Diplomate, American Board of Psychological Specialties, a Level 4 certificate in Homeland Security, and he is a three-time nominee for NBAA’s Meritorious Service Award.

Module55. .Optimizing Optimizingresources: resources:Decision-making Decision-making Module

A. A Crisis? An emergency? Yes? No? A decision is required. A Crisis? An emergency? Yes? No? A decision is required. ! Decision-making under pressure Decision-making under pressure ! Decisions on non-rational Decisions based on based non-rational personal personal objectivesobjectives B. “Out-of-the-box” vs. “In-the-box” decisions “Out-of-the-box” vs. “In-the-box” decisions ! Recognition-Primed Recognition-Primed Decision Decision Model Model

Dr. Tony Adamski, Ph.D., ATP  

Dr. Adamski is chief consulting author of ASCERT™. In 1968, he entered business aviation as a jet pilot, then V.P., Pentastar Aviation. In 1987 he joined HBAcorp as a FACTS trainer. In 1999 Tony became a professor at Eastern Michigan U., Program Coordinator: Aviation Technology. He is author of many publications on human factors, and college textbooks on aviation regulatory process.

Module6.6.Organizing Organizingresources: resources:Aircraft Aircraftand andMission Mission Module A.and Type and model aircraft(s) Type model aircraft(s) ! Emergency equipment and location Emergency equipment type and type location ! Participant demonstration of equipment Participant demonstration of equipment operationoperation B. Typical flight operation/mission Typical flight operation/mission ! Crew and passenger complement Crew and passenger complement ! Preflight safety briefings for crew and passengers Preflight safety briefings for crew and passengers Module77. .Strengthening Strengtheningresources: resources:Team Teamexercise exercise Module A. Critical incident analysis of aviation accidents Critical incident analysis of aviation accidents B. Scenario-based simulation exercises Scenario-based simulation exercises ! Team presentation of simulation Team presentation of simulation results results

Ms. Susan Friedenberg Ms. Friedenberg began her aviation career in 1970 with commercial airlines, later to become a corporate flight attendant. A passionate advocate of cabin crew safety training she is a speaker and columnist. In 1999, Susan started her company, Corporate Flight Attendant Training, Inc. Most assuredly, she walks the talk!

Mr. Larry Bruns Mr. Bruns, a graphic designer, in 1973 designed aviation’s first business aviation passenger briefing card based on a human factors format. Larry’s company, Aviation Safety Art, LLC is the industry’s premier provider of domestic and international regulation compliant business aviation passenger safety briefing cards.

Module88. .Aircraft AircraftSpecific SpecificTraining: Training:FARs FARs91 91&&135 135 Module FAR 91 operators may, basically, dictate the initial and recurrent curriculum for aircraft cabin safety training. FAR 135 operators must provide initial and recurrent training in compliance with the training program specified in their FAA POI approved operation/training manual.

Dr. Sherwin Cotler, Ph.D. Dr. Cotler is a clinical psychologist with 35+ years experience in a wide variety of settings. He trains professionals in the areas of anxiety, trauma and dealing with situational stress. Sherwin is author of a definitive textbook on assertive behavior and communications and he is the NAMI 2010 “Outstanding psychologist in America.”

Corporate Flight Attendant News E-Letter


Volume 5, Issue 6



On November 18, 2009, an IAI-1124A Westwind aircraft, ditched in the ocean 3 nautical miles (3.4 statute miles/5.5 km.) to the west of Norfolk Island. The 6 occupants evacuated the sinking aircraft and were later recovered by a rescue vessel from Norfolk Island. The flight crew had been unable to conduct a landing at Norfolk Island Airport because they could not see the runway after conducting four instrument approaches. The crew then elected to ditch before the aircraft’s fuel supply was exhausted. Following the event, the aircraft operated initiated a program of checking and revalidation for the company’s commercial Westwind pilots.

http:// www.discovernorfolkisland.c om/maps/norfolk-islandaustralia-map.html

The investigation is continuing. Travel Facts

Factual Information The information contained in this preliminary report is derived from initial investigation of the occurrence. Readers are cautioned that there is the possibility that new evidence may become available that alters the circumstances as depicted in the report.

By Air: The Air New Zealand journey takes just 1 1/2 hours from Auckland or 2 1/2 hours from Christchurch. By Sea: A freight shipping line leaves from New Zealand - 2 days. Land Mass: 35 square kilometers in size or 20 miles. Permanent resident population is approximately 1900

History of Flight At about 0545 U.T.C.1 on November 18, 2009, an IAI-1124A aircraft, departed from Apia, Samoa, under the instrument flight rules, on an aeromedical flight to Melbourne, Australia. A refueling stop was planned at Norfolk Island. The flight was initially planned to take off at 0530 but was delayed. There were 6 people on board the aircraft, comprising 2 flight crew, 2 medical staff, a patient and the patient’s partner. At Apia, the pilot in command submitted a flight plan by telephone to Airservices Austria. At that time, the forecast weather conditions at Norfolk Island for the arrival did not require the carriage of additional fuel for holding, or the nomination of an alternate airport. The crew elected to only fill the aircraft’s main tanks, which would provide sufficient fuel and reserves for the flight. There was no fuel in the aircraft wing tip tanks. (Continues on page 5)

Corporate Flight Attendant News E-Letter


Volume 5, Issue 6

(Continued from page 4) The flight crew stated that, on reaching the planned cruising altitude, the headwind gradually increased and, in response, the engine thrust settings were reduced to increase the aircraft’s range. During the flight, meteorological information was received from Auckland Oceanic2 that indicated the weather at the island was deteriorating. The flight crew reported that they also monitored the weather reports for Norfolk Island during the flight and, at 0904, they requested the 0900 Norfolk Island automatic weather report3. The crew subsequently received an updated weather report that was issued at 0902. The report indicated that the weather conditions had determined from those forecast at the time of the flight’s departure from Apia. At 0928, the flight crew contacted the Norfolk Island Unicom 4 operator (Norfolk Unicom), advising that they were about 20 minutes from the airport. Norfolk Unicom provided an updated weather report, indicating a deterioration in the conditions to well below the landing minimums5. Subsequently, the crew sought regular weather updates from Norfolk Unicom as they descended, and also requested the operator to proceed to each end of the runway to assess the weather conditions in order to supplement the official weather report. Upon arrival at Norfolk island, the copilot conducted a very high frequency omnidirectional radio range/distance measuring equipment (VOR/DME) instrument approach procedure6 for a landing on runway 29. However, the flight crew was not ‘visual’ at the missed approach point, 7, 8 and a missed approach was carried out at 1004. At that time, it was dark and raining with low cloud and poor visibility. The flight crew then repositioned to conduct a VOR/DME instrument approach for landing on runway 11. The r u n w a y 11 i n s t r u m e n t a p p r o a c h procedure permitted the crew to descend 100 ft. (30 m) lower than the runway 29 approach before acquiring visual reference with the runway.

The crew did not gain visual reference with runway 11 and conducted a third massed approach at about 1019, before reporting to Norfolk Unicom that they were planning to ditch because the aircraft was running out of fuel. The crew then conducted a third instrument approach for runway 29 (four approaches in total), but again did not visually acquire the runway. The fourth missed approach procedure was initiated at about 1015. The crew then leveled the aircraft at about 1,200 ft. (365 m) above mean sea level and turned the aircraft to the south-west. When the flight crew were confident that they were established over water they reduced engine thrust to flight idle, selected full flap extension with the Figure 1: seating positions land-ing gear retracted, and adjusted the aircraft’s attitude on instruments to slow the aircraft to an approach speed Survival Aspects of 100 knots (115 m.p.h./185 k.p.h.). The aircraft’s landing lights were S e a t i n g C o n f i g u r a t i o n a n d switched on; however, the flight crew Safety Equipment later reported that they never saw the surface of the sea before ditching. The aircraft’s seating configuration included 2 flight crew seats, a T h e p i l o t i n c o m m a n d r e p o r t e d passenger’s and doctor’s seat on the maintaining control of the aircraft during left of the cabin, the patient’s stretcher the descent by reference to the attitude and an unused passenger seat on the indicator, and initiating a normal landing right of the cabin, and the flight nurse’s flare by reference to the radio altimeter. seat across the rear of the cabin (Figure The pilot stated that contact with the 3). water was at 100 knots (115 m.p.h./185 k.p.h.). All of the occupants survived the Lifejackets were available for every ditching. The aircraft sank about 3 occupant, and there were 2 life rafts in nautical miles (3.4 statute miles/5.5 km.) the aircraft. west of Norfolk Island. Ninety minutes later the occupants were rescued by a vessel from Norfolk Island. Aircraft Ditching A radio transmission that was recorded As the aircraft initiated the third missed on Norfolk Unicom was consistent with approach from runway 11, the copilot a ditching at 1016:02. The last instructed the passengers to prepare for confirmed transmission on the Unicom the ditching. by the flight crew indicated that the aircraft had been conducting a runway The passenger, doctor and nurse donned lifejackets in preparation for the 11 instrument approach. ditching. The doctor decided not to put a lifejacket on the patient due to the concerns about the potential for a Meteorological Information lifejacket to hinder the release of the At 0808, the Australian Bureau of patient’s restraints after ditching. The Meteorology issued an amended patient was lying on the aircraft’s patient terminal aero-drome forecast (TAF) for stretcher on the right of the cabin and Norfolk Island. The amended TAF was restrained by a number of harness indicated that the expected cloud base straps. The doctor ensured that the at Norfolk Island airport would descend patient’s harness straps were secure to 1,000 ft. (304 m) by the time the and instructed the patient to cross her aircraft arrived at Norfolk Island. arms in front of her body for the ditching. (Continue on page 8)

Corporate Flight Attendant News E-Letter


Volume 5, Issue 6

Corporate Flight Attendant News E-Letter


Volume 5, Issue 6

ENROLL IN CORPORATE FLIGHT ATTENDANT TRAINING BEFORE THE NBAA FLIGHT ATTENDANT CONFERENCE One must be prepared and have a thorough understanding of what this industry is all about. You must understand the job / role of being a business aviation flight attendant. It is for this reason we are conducting our annual pre-conference training in Long Beach, California on June 19-22, 2010 right before this special event. You now have the opportunity to attend Corporate Flight Attendant Training before the conference. You can leave Long Beach and go to the San Diego conference with vast knowledge of this industry, the responsibilities of a Part 91/135 Corporate Flight Attendant, and be ready to start working. For new people who wish to break into our industry, this is a fabulous way to get a thorough education and go to the conference speaking the language and having the knowledge necessary to be a corporate flight attendant. You will leave our training empowered and ready to network. We also have training scheduled in Teterboro, New Jersey at FlightSafety International, April 29 thru May 2, 2010. There are 2 spaces left.

• Emergency Crewmember Training • Initial/Recurrent Flight Attendant Training • Operations Specifications Training • Randall Wood • 201-982-3453 or Cheryl Chestnut • 609-828-4015

June 19 thru 22, 2010, Long Beach, California. FlightSafety International. There are 3 spaces left. Attend This Training & Leave 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." Tuition for the California training must be paid in full 4 weeks prior to the training class date. Training Tuition: $3,800.00 (40 Hours) Susan C. Friedenberg – President & CEO Corporate Flight Attendant Training & Consulting Services Philadelphia, PA 19106 USA Telephone # 215.625.4811 SCFFATRAINING@AOL.COM

Corporate Flight Attendant News E-Letter


Volume 5, Issue 6

(Continued from page 5) Life rafts were placed in the aircraft’s central aisle ready for deploying after ditching. At the time of the ditching, the 2 flight crew and the patient were not wearing lifejackets. The aircraft occupants recalled two or three large impacts when the aircraft con-tacted the water. The occupants in the front of the aircraft described the impact forces acting in a horizontal, decelerating direction, while the rearmost occupant described a significant vertical component to the impact force. The main plug-type9 aircraft door was pushed in by the force of the water, which flowed in through the bottom third of the open door space. The pilot in command moved rearwards from the cockpit into the cabin and ascertained that the main door was not usable. Continuing rearwards to the two emergency exits in the fuselage center section, the pilot in command opened the port emergency exit, and water immediately flowed in through the emergency exit opening. The pilot in command exited the aircraft.

Recovery and Rescue The Norfolk Unicom operator had alerted the Norfolk Island emergency response agencies to a local standby condition when the weather first deteriorated to the extent that the Unicom operator felt if might be difficult for an aircraft to land. The Unicom operator subsequently initiated a deployment of the emergency services following the aircraft’s second missed approach. In addition, two local boat owners prepared to launch their fishing vessels at Kingston Jetty to search for the ditched aircraft and its occupants (Figure 2).

The doctor released the patient’s harnesses and opened the starboard (right side) emergency exit. Water flowed through the now open emergency exit and the doctor believed that the door opening was completely underwater. The flight nurse, doctor and patient exited the aircraft through the starboard emergency exit. The copilot sustained injuries from a reported contact with the control yoke during the aircraft’s second impact with the water. The copilot was not aware of the pilot in command leaving the cockpit, and may have lost consciousness for a short period of time. The copilot experienced difficulties when attempting to find an exit route from the aircraft by the main door. The copilot then swam rearward along the fuselage, located an emergency exit by touch, and exited the aircraft. When the passenger, who was seated immediately behind the main door on the left of the aircraft, released his seat belt, there was little breathing room in the top of the fuselage. The passenger stated that there was no light and that the nose of the aircraft had tipped down. The passenger swam rearwards along the fuselage until he felt an emergency exit, and exited the aircraft; probably through the port (left side) emergency exit. The passenger believed that he swam upwards some distance before reaching the surface of the water. All the occupants advised that they exited the aircraft very quickly, and that there had been no time to take the life rafts. The pilot in command stated that he returned to the aircraft in an attempt to retrieve a life raft, but it was too dangerous. The flight crew had previously conducted ditching procedures wet-drill training, which included the simulated escape from a ditched aircraft. Similarly, the medical staff normally flew in aeromedical helicopters, and had previously conducted helicopter underwater escape training. The pilot on command and medical staff stated that their ditching training had helped them when escaping from the aircraft.

Corporate Flight Attendant News E-Letter

Figure 2: Approximate runway 29 VOR/DME final approach and overshoot track (Kingston Jetty highlighted) When Norfolk Unicom lost contact with the flight crew, the airport firemen drove from the airport to Kingston Jetty to help if possible with the recovery efforts. The first rescue vessel departed to the south-east at 1125 toward the flight path for the missed approach segment of the runway 11 instrument approach. At about this time, the pilot in command remembered that he had a bright light-emitting diode (LED) torch in his pocket. He shone the torch beam upwards into the drizzle and towards the shoreline. One of the airport firemen reported that he elected to drive a longer way from the airport to Kingston Jetty, because he believed that it was possible that the aircraft had ditched to the west of the Island. The route took the fireman along the cliff overlooking the sea to the west of the airport. From that vantage point, he believed he could see an intermittent faint glow in the distance to the west of the island. After watching for a few minutes to satisfy himself that he could actually see the light, the fireman reported (Continue on page 18)


Volume 5, Issue 6

Maintaining Your Composure at any Altitude By Shari Frisinger There are very few phrases that are more ambiguous than ‘excellent customer service’. What exactly is ‘excellent customer service’? Following The Golden Rule … “Do unto others as you would like them to do unto you” can lead to disaster. People who are perfectionists will treat others as if they too were a perfectionist. People that pepper their discussions with animated stories are sure to irritate others that don’t want the extraneous information. Don’t talk to Ms. Smith? She will be highly offended. Talk to Mr. Jones? He will become irritated. Two separate and distinct communication preferences. Get them correct and you will be serving phenomenal customer service. Mix them up and you will be serving mediocrity. Therein lies the challenge … to maintain your calm sanity when your mind tells you to hurriedly repair the situation. The more seconds that elapse, the greater the propensity to panic. Your emotional brain overtakes your logical mind and you defend what you believe is in danger: your reputation, your job, your livelihood. How do you stop yourself from landing in this situation? Treat each person you encounter as an individual, and listen to the signals they send you. They are telling you what they value; knowing what they value can help you talk their language. For instance, in the above example, Mr. Jones may value his privacy and respects professional boundaries. He is not one to hastily come to a conclusion and wants to be known as a solid objective decision-maker. Ms. Smith feels relationships are important and wants to share part of her day with others. She does not have professional boundaries and she wants to be considered a friendly person.

around you? Has anyone ever jarred you out of your own world? That is an example of your brain focusing on a task that needs your attention. What the brain does is handles the tasks one after the other. Your brain follows the same process with each new piece of information: choose what it will concentrate on, sort out the information, generate a memory and stow that information where it can be easily retrieved. Then it compares it with the information it currently has filed and acts on that information. When you are stressed, or overwhelmed, your brain cannot give each task its’ needed attention. Your brain juggles the tasks and handles the one situation that it senses the most danger from. It filters information and selects that which it feels is most important. By doing this, you may not hear or see critical information. The brain can only shift its focus and interpret signals only so fast. It is when you attempt to perform unrelated tasks that you brain takes longer to switch back and forth. It is at this time when you feel more pressure and you work faster to complete the assignments that you need to. Now you have a recipe for disaster. To counter this disaster, you will need a way to stop your runaway thoughts, attentiveness to your thoughts and actions, and techniques to keep yourself on track. Attend Shari’s session at NBAA’s Corporate Flight Attendant/Flight Technician Conference in San Diego and acquire the knowledge and methods to connect your own actions and reactions to your perceived triggers and to develop your own ways to keep your hot buttons cool and smile away irritations.

Your brain cannot multi-task. It is impossible for human brains to carry out two separate and distinct tasks that require your attention simultaneously. Think about it … when you are preoccupied with your pre-flight arrangements, are you acutely aware of what’s going on

AAAAAAAAAAAAAAA Corporate Flight Attendant News E-Letter


Volume 5, Issue 6 princes Get Your Ultimate Flight Support Service at Affordable Prices. • COMPETITIVE PRICING ON ALL ITEMS • ONE STOP, “HANDS FREE” SERVICE • 10,000 ITEMS AND THREE LIQUOR LICENSES • SERVING ALL 50 STATES

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Volume 5, Issue 6

http:// www.starks /index.html YOU MAY BE DOWN BUT NEVER OUT 6227 E. Hwy 98 Panama City FL 32404 850-871-4730

Corporate Flight Attendant News E-Letter


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After 25 Years, Continue to Learn With Gratitude by Virginia Lippincott Virginia is currently a contract Flight Attendant. She has 26 years of experience in Corporate Aviation; 15 years with Pfizer as the Flight Attendant, 10 Years with EAF / Jet Aviation, Charter, part 135 and owner part 91. 1 year with America West Airlines. For twenty-five years, corporate aviation has been both my livelihood and my passion. I never thought that with my history and dedication to a major flight department that I would have my wings clipped. I was uber dedicated to my job which continually challenged me to grow both personally and professionally. I took every training course I could justify, (besides the usual, emergency procedures; Pelham EMT training; Survival Systems; aircombative training; space-station docking; (just kidding, maybe someday!), I even helped create some training venues through the NBAA. I committed myself to every leadership challenge in my company and even served as Chairwoman of the NBAA Flight Attendant/Tech Committee. I was stunned to find myself unemployed and suddenly without a flight plan. I was laid off in March 2009 and after several months of job searching I began to doubt my ability to continue making a living at my “dream job”. Unemployment was something I never considered. I was surprised after so many years of take-offs that I had to start flight lessons all over again. As a young, Line Flight Attendant, I did not aspire to be a supervisor or part of a management team. I quickly found that dedication, consistency, reliability, and a strong work ethic will take you higher than you expect. In my case, it facilitated my movement into a management position where I was the only female on the leadership team. Being a female in a male dominated industry is challenging, especially one with a “good ‘ol boys” network. I found many times I had to dig in my heels (definitely not stilettos, but rather practical two inch heels), to make my point and be heard. It has been a constant learning experience and evolution for me. I have found that even though I don’t have an advanced degree my experience throughout the years prepared me to interact with doctors, professionals, and dignitaries. My customer service skills insured them with an enjoyable, comfortable, and primarily safe environment in which to unmask, de-stress and recharge from the demands of a high profile positions. I dedicated a quarter of a century to a career field which has taken me all over the world. Different cultures have enhanced my position as a Corporate Flight Attendant. I was flying high! In one fell swoop, I went from holding the title as Chief Flight Attendant and joined the ranks of the “unemployed” during one of the worst down turns in the industry. Initially, I wasn’t worried about finding work. I thought with my connections, my respectable professional history, and good old fashioned diligence, I would reach out and back in the air in no time. Little did I know the turbulence that lay before me! Over the past twelve months, I paid my way through emergency procedures training and sent out over a

Corporate Flight Attendant News E-Letter

hundred resumes. I used the NBAA management guide to look up every Flight Department in the Tri-State area that had an aircraft big enough to utilize a Flight Attendant. I called my peers and colleagues, asking them for contacts, and sent out more resumes. I cold-called companies and visited FBO’s. I attended Aviation seminars, pilot meetings, training events and job fairs. I registered with most of the Aviation Job agencies. I responded to every posting that made sense and some that didn’t. I waited by a phone that didn’t ring...not with anyone calling with a flight itinerary, anyway. I decided that perhaps it was time to “fold up my wings”, to fly a desk for good. Perhaps I should try for a working for a caterer or as an administrative assistant. use my talents. Was it time to face the prospect that I was “grounded”? My heart however, said otherwise. I missed the sunrise over the Alps, the sunset reflecting on open seas and the northern lights undulating over a cold winter sky. I missed the chatter of ATC, the sounds and vibration of the airplanes as I sped across the hemisphere at 30 plus thousand feet. I reminisced on the quietude of the cabin after I fed and bedded down a group of weary travelers getting a little rest before heading out to the next big transcontinental meeting. Most of all, I missed the excitement of opening the door in a completely different climate, different time zone, and frequently a foreign country, knowing that I made that transition a smooth and productive for my passengers. I missed the camaraderie of other aviators, lunches and dinners at Chez Tarmac and checking into yet another hotel room where I could fall into a heavy jet-lagged sleep. I always love the idea that I was getting “paid” to “manage fatigue” by napping for “crew rest”! Around the holidays, I had a conversation with myself and we both agreed that working in aviation, preferably as Corporate Flight Attendant is what I know best, it’s what I do best, and it’s what I want to continue doing for my livelihood. I should NOT give up on flying but try EVEN HARDER to stay on course. So I sent out more resumes, called more Flight departments, and posted reminders that I was available. Did I mention that while I was waiting for the phone to ring I volunteered for the Red Cross? I took their Emergency and Disaster response Training, Emergency Assistance training, as well as FIMA’s series of National Incident Response courses. I trained in Local Emergency Management, Disaster Assistance and Organizational structure for Emergency Operations, etc. Now, the phone rings - flight departments call me to work contract flights and the Red Cross calls me to respond to local disasters, today a fire - tomorrow a flood and next week a trip to Europe, (I hope)!


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(Continued from page 8) the sighting to the Emergency Operations Centers (EOC) at the air-port. The EOC forwarded the information to the rescue vessel. In response, the rescue vessel turned and traveled toward the reported position of the light. The crew of the rescue vessel identified a radar return when they were 1.4 nautical miles (1.6 statute miles/2.5 km.) from the aircraft occupants, and sighted the lifejacket lights when they were 1 nautical miles (1.1 statute miles/1.8 km.) from the survivors. Safety Action While there is the possibility for safety issues to be identified as the investigation progresses, relevant organization may proactively initiate safety action in order to reduce their safety risk. The following proactive safety action in response to this accident has been submitted by those organizations. Aircraft Operator The aircraft operator has advised that, following this accident a program was initiated to check and revalidate the company’s commercial Westwind pilots. The pro-gram addressed the company’s policies and procedures, safety management systems, the use and application of threat and error management principles, and the Instrument Flight Rules. Investigation Activities The investigation is continuing and will include further examination and analysis of the: • Meteorological information and its effects on the decision making and actions of the crew during the flight. • Fuel planning relevant to the flight. • Operational requirements that were relevant to the conduct of the flight. • Crew resource management. • Aeromedical flight classification and dispatch. Notes: 1. 2145 local time, all times is this report will be Coordinated Universal Time (U.T.C.). 2. The air navigation service provider for the portion of the flight. 3. A weather report is a report of observations of meteorological conditions at an aerodrome. A report refers to a time in the past. A weather forecast is a statement of expected meteorological conditions for a specified period, and for a specified area or portion of airspace. A forecast refers to a time in the future. 4. ‘Unicom’ is a local non-Air Traffic Services communications service that provides additional information to pilots at a non-towered aerodrome.

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5. The prescribed minimum meteorological conditions under which an aircraft can land from the lowest altitude of an instrument approach procedure. 6. An instrument approach procedure is a set of predetermined maneuvers conducted by reference to flight instruments that are used to fly an aircraft to a point, known as a missed approach point. From this point, a landing can be completed if the pilot can see the runway. Alternately, a missed approach can be commenced in order to climb the aircraft to a safe height. 7. In the case of a VOR/DME approach the requirement for a pilot to execute a missed approach included not establishing visual reference at or before the missed approach point for the approach. Visual reference meant that either; the runway threshold, the runway approach lights (if installed), or other markings identifiable with the landing runway were clearly visible to the pilot. 8. A point on an instrument approach procedure at or before which the prescribed missed approach procedures must be installed by the pilot to ensure the maintenance of the required minimum clearance. 9. A door having inward/upward travel or with retractable upper and lower portions that is larger than the doorway. The tapered edges of the door and doorway mate to increase the security of a pressurized fuselage. Aircraft pressurization forces the plug door more tightly against the frame of the doorway. Media Release The Australian Transportation Safety Bureau (ATSB) is releasing its Preliminary Factual report into the ditching that occurred 3 nautical miles (3.4 statute miles/5.5 km.) to the west of Norfolk Island on the evening of November 18, 2009 and involved a West-wind IAI-1124A aircraft. While the ATSB has yet to establish all the factors relevant to the occurrence, it nevertheless, and is assessing the feasibility of recovering the aircraft Cockpit Voice and Flight Data recorders from the seabed. The remainder of the investigation is likely to take some months. However, should any critical safety issues emerge that require urgent attention, the ATSB will immediately bring such issues to the attention of the relevant authorities who are best placed to take prompt action to address these issues. Source: ATSB Transport Safety Report – Aviation Occurrence Investigation AD-2009-072 – Jan. 2010

Special Thanks: would like to thank the following sponsor for helping make sure this article is presented at the NBAA 15th Annual Flight Attendants/Flight Technicians conference:

J. Hare Safety & Survival Systems, Inc. Aviation Safety and Survival Consultant 18

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Volume 5, Issue 6 Dear Readers, Many of you are getting ready for the NBAA 15th Annual Flight Attendant/Flight Technician Conference being held in San Diego, CA, June 24-26 while others are flying to maintain work commitments. This yearʼs conference has many great topics but I want to bring one to your attention that I have personally been involved with. It is called the “Deep Water Survival” lecture and I have been working with Jeff Hare from J. Hare Safety & Survival Systems ) to bring a better understanding of a corporate accident three nautical miles off the coast of Norfolk Island which is east of Australia. Jeff and I have been working with Winslow Raft, Survival Systems and STARK to provide a break down of this accident and how we can learn from the accident. You will find the preliminary report here in our pages so you can ask some great questions at the conference. Besides working with the conference, I have been busy as the NBAA FA Scholarships Committee chairperson. This year I have lead 6 wonderful committee members in the hard task of awarding 43 scholarship recipients with a total value of over $50,000. So I would like to take a moment to thank the following for their hard work: Kathy Cummis (it's Cummins), Ingrid Dailey, Terri Fuhrmann, Mary Lou Gallagher, and my Vice Chair Tamara Pryor. Each of these committee members gave 50 hours of their time to make this happen, so “Thank You”! On a future note, in the next few months we will be making a major announcement about our publication, so stay tuned for that. Safe Flying, Daniel Editor/Publisher

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Corporate Flight Attendant News E-Letter June 2010  

Topic 1 On November 18, 2009, an IAI-1124A Westwind aircraft, ditched in the ocean 3 nautical miles (3.4 statute miles/5.5 km.) to the west...