PSA EXAM 1: FA Duties & Customer Care
8/2021
1. define transactional service.: Service that is likely to meet but not exceed customer
expectations.
2. Define transformational service.: Service that is likely to exceed customer expectations
and promote loyalty.
3. What does the acronym L.A.S.T stand for?: L: Listen A: Apologize
S: solve
T: Thank
4. Which core value encompasses honest communication, truthfulness, in all matters and honoring
commitment?: Integrity
5. Which core value encompasses fairness; tolerance for differences; and respect for customers
through use of names, personal thank you, and good- byes?: Respect
6. Which core value encompasses cooperation, one team/purpose, and shared work loads?:
Teamwork
7. Individuals with a disability have the option to pre-board, but are not.............................................?: -
Required
8. The components of the individual safety briefing are: Where- tell or show the location of the
nearest exit.
When- Let them know when it is safest for them to exit the A/C. (When the asiles are empty).
How- ask PAX how you can best assist them to the exit.
9. What must the FA ensure when accepting an unaccompanied minor (UM).: - Each UM is wearing
the UM pouch/lanyard
- The UM's ticket, boarding pass, UM Form, and international documentation (if applicable)
are in the pouch.
- each employee or contractor handling UM signs the UM form.
10.Where is the STANDARD UM seating location?: Last row of A/C
11.If the last row is booked with a prisoner being transported, where should the UM be seated?: As
far forward as possible
12.Preferred seating locations for a CRS is the window seat, what are prohib- ited locations for a
CRS?: EMG exit row, FWD & AFT of EMG exit row
13.FA's are prohibited from asking VIP's for..........................?: Autographs
14.What is the SSR code for cabin pet?: PETC
15.What is the SSR code for service pet?: SVAN
16.What is the SSR code for emotional/ psychiatric support animal?: ESAN
17.What is the SSR code for celebrity animal: CELEB
18.What are the 5 requirements for a pet carrier?: 1. Must fit directly under the seat and not
block the aisles
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, PSA EXAM 1: FA Duties & Customer Care
8/2021
2. Remained closed/zipped at all times
3. Be properly stowed under the seat in front of the customer at all times
4. Provide good ventilation from 2 or more sides. The pet should not be able to escape nor
should they be protruding from the bag.
5. Leak-proof bottom
19.Who is consider an infant and when are they permitted to travel?: Anyone under 2 years old.
Permitted to travel 2 days after delivery but 7 days is recommend- ed
20.Where should lap children be seated on the CR7s?: A/C R
21.Which type of booster seat is NEVER permitted in any stage of flight?: -
Backless
22.If UM services is purchased for a young adult ages , they will be
considered a UM and all UM procedures will apply.: 15-17
23.UM are children between the ages: 5-14 traveling alone or w/o a travel com- panion over the
age of 16.
24.Only cats and dogs will be accepted for transportation as......?: Cabin pets
25.Personal wheelchairs may not be stowed in the on a PSA
A/C.: Cabin
26.Canes may be stored......: A. Under a series of seats within the same row, as long as it does
not protrude into the aisle.
B. Between the seat and the fuselage, cane must be flat on the floor & not in the EMG exit
row.
C. Beneath any window seat (except EMG EXIT ROW) and seat directly in front of customer as
long as it is flat on the floor.
D. In an overhead bin
E. Flexible canes may be folded and stowed in the seat back pocket
27.What will FA's use to view/comply with the inflight EFB star?: Comply365
28.Where can the FA manual be accessed on the inflight EFB?: Comply365
29.What are the 8 required items for a FA?: 1. Regulation uniform including wings & luggage
2. PSA employee ID
3. Valid Passport
4. Working wrist watch
5. Complete and current manual
6. Small flashlight (concealed)
7. Inflight EFB (fully charged and updated)
8. Sharp object (concealed)
30.What time should crew members report for duty prior to departure time?-
: 45 minutes prior
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8/2021
1. define transactional service.: Service that is likely to meet but not exceed customer
expectations.
2. Define transformational service.: Service that is likely to exceed customer expectations
and promote loyalty.
3. What does the acronym L.A.S.T stand for?: L: Listen A: Apologize
S: solve
T: Thank
4. Which core value encompasses honest communication, truthfulness, in all matters and honoring
commitment?: Integrity
5. Which core value encompasses fairness; tolerance for differences; and respect for customers
through use of names, personal thank you, and good- byes?: Respect
6. Which core value encompasses cooperation, one team/purpose, and shared work loads?:
Teamwork
7. Individuals with a disability have the option to pre-board, but are not.............................................?: -
Required
8. The components of the individual safety briefing are: Where- tell or show the location of the
nearest exit.
When- Let them know when it is safest for them to exit the A/C. (When the asiles are empty).
How- ask PAX how you can best assist them to the exit.
9. What must the FA ensure when accepting an unaccompanied minor (UM).: - Each UM is wearing
the UM pouch/lanyard
- The UM's ticket, boarding pass, UM Form, and international documentation (if applicable)
are in the pouch.
- each employee or contractor handling UM signs the UM form.
10.Where is the STANDARD UM seating location?: Last row of A/C
11.If the last row is booked with a prisoner being transported, where should the UM be seated?: As
far forward as possible
12.Preferred seating locations for a CRS is the window seat, what are prohib- ited locations for a
CRS?: EMG exit row, FWD & AFT of EMG exit row
13.FA's are prohibited from asking VIP's for..........................?: Autographs
14.What is the SSR code for cabin pet?: PETC
15.What is the SSR code for service pet?: SVAN
16.What is the SSR code for emotional/ psychiatric support animal?: ESAN
17.What is the SSR code for celebrity animal: CELEB
18.What are the 5 requirements for a pet carrier?: 1. Must fit directly under the seat and not
block the aisles
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, PSA EXAM 1: FA Duties & Customer Care
8/2021
2. Remained closed/zipped at all times
3. Be properly stowed under the seat in front of the customer at all times
4. Provide good ventilation from 2 or more sides. The pet should not be able to escape nor
should they be protruding from the bag.
5. Leak-proof bottom
19.Who is consider an infant and when are they permitted to travel?: Anyone under 2 years old.
Permitted to travel 2 days after delivery but 7 days is recommend- ed
20.Where should lap children be seated on the CR7s?: A/C R
21.Which type of booster seat is NEVER permitted in any stage of flight?: -
Backless
22.If UM services is purchased for a young adult ages , they will be
considered a UM and all UM procedures will apply.: 15-17
23.UM are children between the ages: 5-14 traveling alone or w/o a travel com- panion over the
age of 16.
24.Only cats and dogs will be accepted for transportation as......?: Cabin pets
25.Personal wheelchairs may not be stowed in the on a PSA
A/C.: Cabin
26.Canes may be stored......: A. Under a series of seats within the same row, as long as it does
not protrude into the aisle.
B. Between the seat and the fuselage, cane must be flat on the floor & not in the EMG exit
row.
C. Beneath any window seat (except EMG EXIT ROW) and seat directly in front of customer as
long as it is flat on the floor.
D. In an overhead bin
E. Flexible canes may be folded and stowed in the seat back pocket
27.What will FA's use to view/comply with the inflight EFB star?: Comply365
28.Where can the FA manual be accessed on the inflight EFB?: Comply365
29.What are the 8 required items for a FA?: 1. Regulation uniform including wings & luggage
2. PSA employee ID
3. Valid Passport
4. Working wrist watch
5. Complete and current manual
6. Small flashlight (concealed)
7. Inflight EFB (fully charged and updated)
8. Sharp object (concealed)
30.What time should crew members report for duty prior to departure time?-
: 45 minutes prior
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