ApL 2016-18 Cohort Aviation Studies (Services Stream) Question Paper Name (English FULL Name): Class: Date: Instructions Time Allowed: 1.5 hours Full Mark: 100 1. Candidates should keep silent during the test. 2. Candidates who arrive 15min later than the commencement of the test are NOT allowed to take this test. 3. Candidates are not allowed to leave the examination room during the first 15min and last 15min of the test. 4. All personal belongings (except necessary stationery) should be placed under the seat. 5. All mobile phones have to be switched off and placed on the floor under the seat (visible to invigilator). 6. You must use English to answer all the questions in this paper. 7. You should write the answers on the answer sheet. 8. If you encounter any problem, raise your hand and wait for the invigilator to attend to you.
Part 1: Multiple Choices (60 Marks) 1) Which of the following is not a correct code for wheelchair passengers? A. WCHR B. WCHE C. WCHC D. WCHS 2) Which of the following code refers to passengers who has been refused admission to a country by the authorities of such country? A. INAM B. ICAO C. INAD D. IATA 3) Any children (from 6 years to under 12 years of age) traveling alone without a person 18 years of age or above together must be registered as: A. Unaccompanied B. Under age Minors C. Unaccompanied Minors D. Unaccompanied Children 4) Beyond how many weeks does a pregnant passenger need to carry a medical certificate for check-in purpose? A. 28 weeks B. 30 weeks C. 34 weeks D. 36 weeks 5) Which of the following are classified as MEDA passengers? (i) A passenger requires medical oxygen supplied during the flight (ii) A pregnant woman (iii) A passenger suffers from a communicable disease that poses a direct threat to the health and safety of themselves or others on the flight A. (i) & (ii) only B. (ii) & (iii) only 1
6) Regarding the dress code of flight attendants, which of the following is/are correct? (i) Wear a full set of uniform on duty and make sure the uniform is clean and neat (ii) Use company provided items such as suitcase, handbags, shoes (iii) Sportswear are allowed during training lessons A. (i) only B. (i) & (ii) only 7) Which of the following statement regarding "general requirements on accessories for flight attendants" is correct? A. Hair Accessories cannot be worn B. Maximum one ring can be worn on each hand C. Earrings of different styles can be worn D. Tattoos are allowed 8) Which of the following is not the job nature of flight attendants? A. Fire and security B. Checked baggage handling C. Emergency situations handling D. First aid and care 9) How does a flight attendant know what kind of passengers have boarded the plane? (i) Manifest/ Passenger Information List (ii) Pre-flight cabin crew briefing (iii) Observation on the aircraft A. (i) only B. (i) & (ii) only 10) Which of the following is not the use of public address announcement (PA)? A. Create a friendly and warm atmosphere B. Deliver accurate information to passenger C. Represent the service attitude of the cabin crew D. Leave a good impression to passenger 2
11) Choose the correct sequence of the handling procedure of fraud: (i) (ii) (iii) (iv) (v) (vi) Do all possible to hold the passenger by offering a tactful excuse for the delay Politely ask the passenger to wait patiently Do not return the document to passenger until verification of genuineness is completed Immediately contact company s Security Department staff for handling the situation if the supervisor also finds the document suspicious Generally assume that the passenger is acting in good faith Discreetly show the document to the supervisor who will double check and verify it carefully again A. (v) -> (ii) -> (vi) -> (iii) -> (i) -> (iv) B. (ii) -> (vi) -> (iv) -> (v) -> (i) -> (iii) C. (ii) -> (v) -> (vi) -> (iii) -> (i) -> (iv) D. (v) -> (ii) -> (iii) -> (i) -> (iv) -> (vi) 12) Which of the following is not the function of a service dog? A. helping people with mobility impairments to open and close doors, retrieve objects, transfer from one seat to another and maintain balance B. helping people to look after the baggage C. alerting of hearing impaired person D. alert or respond to a disability related need or emergency 13) Which of the following should not be used to reply passengers? A. Certainly B. Of course C. It s my pleasure D. Okay 14) Which of the following is not the feature of a normal meal served in-flight? A. Menu changes from day to day B. There are two choices for short haul flight in general C. There are four choices for short haul flight in general D. The combination is meat/seafood with rice/noodles/potatoes 15) Which of the following is not the code of Vegetarian meal provided in-flight? A. FPML B. VLML C. VGML D. AVML 3
16) Which of the following is the code of Kosher Meal provided in-flight? A. SPML B. KSML C. HNML D. MOML 17) Which of the following is the code of Diabetic Meal provided in-flight? A. DBML B. GFML C. LSML D. LCML 18) According to the cycle of In-flight Service, which of the following procedure is to be done after meal service? A. Beverage service B. Passenger boarding C. In-flight Duty Free Sales D. Arrival Refer to the seat chart below to answer questions 19 & 20. 19) Refer to row 07, which of the following is the correct sequence of delivering meal trays? A. 07A -> 07B -> 07C -> 07F -> 07E -> 07D B. 07A -> 07C -> 07B -> 07F -> 07D -> 07E C. 07C -> 07A -> 07B -> 07D -> 07F -> 07E D. 07C -> 07B -> 07A -> 07D -> 07E -> 07F 20) Refer to row 07, which of the following is the correct sequence of collecting meal trays? A. 07A -> 07B -> 07C -> 07F -> 07E -> 07D B. 07A -> 07C -> 07B -> 07F -> 07D -> 07E C. 07C -> 07A -> 07B -> 07D -> 07F -> 07E D. 07C -> 07B -> 07A -> 07D -> 07E -> 07F 4
21) Which of the following regarding food cart is correct? A. The maximum capacity of the food cart is 48 normal meal trays B. The maximum capacity of the food cart is 52 normal meal trays C. The maximum capacity of the food cart is 48 small size meal trays D. The maximum capacity of the food cart is 52 small size meal trays 22) Which of the following(s) is/are correct when using the food cart to provide in-flight meal service? (i) Press the red pedal to secure the food cart whenever the food cart is at rest (ii) The food cart should not be left alone on the aisle (iii) The door of the food cart should be stuck to the side of the food cart by the magnet A. (i) only B. (i) & (ii) only 23) When setting up the cart-top, which of the following drinks is not necessary to be brought? A. Ginger ale B. Soda water C. Tonic water D. Beer 24) When providing coffee service, which of the following is not correct? A. Politely ask the passenger to put the hot cup on the small tray that you re serving B. Pour coffee while standing on the aisle C. Politely ask the passenger to take away the hot cup after it s filled with coffee D. Help passenger to add creamer and sugar 25) Which of the following are included in the safety demonstration performed by flight attendants before take-off? (i) The use of seatbelt (ii) The use of oxygen mask (iii) Indication of the emergency exits A. (i) & (ii) only B. (ii) & (iii) only 5
26) Flight attendants (FA) should exercise work-to-meet when delivering in-flight meal service. Which of the following is a correct statement to describe work-to-meet? A. The service is completed when one FA starts from the forward end of the aircraft and serves until he/she reaches the galley at the back of the aircraft B. The service is completed when one FA starts from the forward end of the aircraft and serves until he/she meets the Flight Purser C. The service is completed when one FA starts from the forward end and the other starts from the back of the aircraft until they meet each other on the aisle D. The service is completed when both FAs starts from the middle of the aisle and serve to the opposite direction until both of them reach the front and back galley Assuming that you were a flight attendant. Answer questions 27-30: 27) You suspect a passenger who requests for an alcoholic drink in under 18 years old. Which of the following is a Correct handling procedure? A. Provide the passenger with an alcoholic drink right away B. Ignore the request from the passenger and provide a non-alcoholic drink to him instead C. Ask the age of the passenger. Refuse to provide alcoholic drink to the passenger if he refuses to tell you his age D. Inform Flight Purser (FP) immediately 28) If a passenger ask for a special meal but she hasn t ordered it in advance. Which of the following is a correct handling procedure? A. Apologize to the passenger and explain to her that only normal meals can be provided to her B. Explain the procedure of how to place a special meal order. Then Inform Flight Purser (FP) and wait for FP to decide which meal would be suitable for the passenger C. Inform FP immediately and pass the case for FP to handle D. Only offer drink to the passenger and remind her that she has to order the special meal at least 24 hours in advance for the next flight 29) There is a wheel chair passenger during boarding. Which of the following is not a correct handling procedure? A. Assist the passenger to the seat B. Assist the passenger to carry the luggage C. Inform the passenger that he will be the first one to disembark the aircraft after landing D. Inform the passenger that he will be the last one to disembark the aircraft after landing 6
30) During pre-take-off check, a mother puts her 22-month-old son in the vacant seat next to her. Which of the following is not a correct handling procedure? A. Remind the mother that her son must fasten the seatbelt on the seat at all times B. Remind the mother that her son must fasten the seatbelt on the seat during take-off, landing and whenever the seatbelt sign is switched on C. Remind the mother that she must carry her son with the baby seatbelt fastened at all times D. Remind the mother that she must carry her son with the baby seatbelt fastened during take-off, landing and whenever the seatbelt sign is switched on Part 2: Short Questions (18 Marks) 1. List FIVE safety guidelines when using the oven in the galley. (10M) 2. When dealing with passengers (pax), flight attendants are required to use standard phrases to communicate with them. Suggest some standard phrases for the following situations. (a) Situation: You have to remind pax to put their bags in the proper position for takeoff. What should you say? (2M) (b) Situation: During meal service, you are offering the choices of entrée which is sweet sour chicken with rice or sliced beef with fried noodle. What should you say? (2M) (c) Situation: When you don't know / not sure about the answer for the question The pax asked, Is there any other empty seats available in this flight today? What should you reply? (2M) (d) Situation: The flight has been delayed The pax said angrily, I have been waiting for a long time. When will the flight take off? What should you reply? (2M) Part 3: Long Questions (22 Marks) Read the text below and answer the following questions: Given the emphasis on 'prevention', training is provided to ground staff in order to avoid or prevent potential troublemaker to get onboard when passengers are at the check in counters, the lounges and at the boarding gate. The prevention would minimize disruptive situations being transferred in-flight or having the potential to get nasty so as to assure the safety of passengers and crew members. 1. What kind of passenger behaviours are defined as disruptive in a flight? (14M) 2. During check-in or at the boarding gate, what procedures must be observed by a ground staff? (8M) ~THE END~ 7