Qatar Airways Pre Induction Booklet July 2012

Service Excellence Pre-Induction Workbook

Marhaba!!!

Cabin Services Training welcomes you to Qatar Airways. ‘Marhaba’, which means ‘welcome’ in Arabic reflects the warmth and hospitality of the Qatar Airways family. This pre –induction workbook provides you with the information that you will need to familiarise yourself with Qatar, Qatar Airways and gives you an introduction into your role as a cabin crew member. This is your personal copy that you are encouraged to write on and keep for future reference. Please bring this workbook along with you to your first day of training in Doha . About Cabin Services Training Training Cabin Services Training provides the ‘service’ training to our cabin crew members. We have

an excellent team of learning and development professionals who are extremely focused and committed to providing you with the best opportunities to learn and practice new skills in a pleasant and and supportive supportive environment. In your initial training in Doha we will use interactive and experiential learning techniques to ensure that each learner develops the confidence to apply their newly acquired skills and knowledge as soon as they enter the aircraft as a licensed ‘five star cabin crew member’. Our Vision “To be internationally renowned as the worlds’ leading provider of Cabin Services.” Our Mission “By working together to provide five star experiences for o ur internal and external customers.”

We trust that you will enjoy this workbook and look forward to any feedback that you may have that can help us to improve our product.

Welcome onboard!

The Cabin Services Training Team

Service Excellence Pre – Pre – Induction Induction Workbook

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Cabin Services Training

Table of Contents

Welcome Message............................. Message................................................... ...................................... ................................... ...............................1 ............1 Contents....................... Contents......................................... ..................................... ...................................... ................................... ...................................2 ...................2 Record of Revision.............................. Revision................................................... ..................................... ................................... ...............................3 ............3 Oscar the Oryx............................... Oryx............................................... ...................................... ...................................... ...................................4 ...................4 Module 1 Introduction to Qatar ................................................ ..................................................................... .............................5 ........5

The Jewel of the Middle East.......................................................................................6 East.......................................................................................6 Map of Qatar................................................ Qatar.......................................................................................................... ..............................................................9 ....9 The Capital City................................................ City........................................................................................................10 ........................................................10 Discover Doha.................................................. Doha..........................................................................................................11 ........................................................11 Quiz.........................................................................................................................22 Module 2 Introduction to Qatar Airways....................................... Airways............................................................ .......................24 ..24 World’s five star airline..............................................................................................25

Qatar Airways brand................................................. brand.................................................................................................26 ................................................26 Timeline highlights......................................................... highlig hts....................................................................................................27 ...........................................27 The Qatar Airways logo........................................................... logo............................................................................................31 .................................31 Our global network.................................................. networ k...................................................................................................32 .................................................32 Quiz.........................................................................................................................34 Module 3 Airline terminology.................... terminology......................................... ..................................... ..................................... .......................35 ..35

Airline terminology....................................................................................................37 terminology....................................................................................................37 International alphabet...............................................................................................39 The 24 hour clock..................................................... clock.....................................................................................................40 ................................................40 Universal time coordination................................................. coordinati on.......................................................................................42 ......................................42 Quiz.........................................................................................................................45


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Record Recor d of Re Revision vision

Revision No

Revision Date

Inserted By

1

Apr-2011

CS Training


3

Actions

Initial release


Oscar the Oryx

Hi there! Congratulations on being selected to join the ‘World’s Five Star Airline’. My name is Oscar. I’m an Oryx, an animal that belongs to the antelope family and the national animal of the state of Qatar. I’m passionate about adding value in peoples lives, therefore, I choose to be a Customer Service Champion ! I’m really excited that I’m able to guide you along as you complete your pre– induction

workbook. Once again, welcome onboard! Kind Regards, Oscar

Service Excellence Pre – Induction Workbook

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Module 1:


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Qatar , also known as the State of Qatar or locally as Dawlat Qaṭar , is an Arab country, known officially as an Emirate, in the Middle East, occupying the small peninsula on the northeasterly coast of the much larger Arabian Peninsula. It is bordered by Saudi Arabia

to the south; otherwise, the Persian Gulf surrounds the state. A strait of the Persian Gulf separates Qatar from the nearby island nation of Bahrain. Shaped like a thumb sticking out from the west coast of the Persian Gulf , Qatar is approximately 11,437 square kilometers with 700 kilometers of coastline. Wow! It is centrally placed among the states of the GCC (Gulf Cooperation Council: Saudi Arabia, UAE, Kuwait, Bahrain and Oman) – bordered by Saudi Arabia and the UAE in the south and Bahrain in the northwest. Most of the Qatari peninsula is flat except for the spectacularly shaped limestone outcrops (rock formations) of the Dukhan Hills (Jebel Dukhan) in the west, and the impressive barchans (shifting sand dunes) in the southeast, which at times reach a height of 60 meters. Qatar has been ruled as an absolute monarchy by the Al-Thani family since the mid-19th century and has since transformed itself from a British protectorate noted mainly for pearling into an independent state reliant on enormous oil and natural gas revenues. In 1995, Sheikh Hamad bin Khalifa Al-Thani became Emir when he took over power from his father. Qatar has the world's largest per capita production and proven reserves of both oil and natural gas. In 2010, Qatar had the world's highest GDP per capita, while the economy grew by 19.40%, the fastest in the world. The State of Qatar gained independence on 03 September 1971 with the abrogation of the Treaty of Protection signed with Great Britain in 1916. Qatar-entered talks with Bahrain and the UAE intending to solidify a confederation. Islam is the predominant religion. Muslims constitute 80% of the country's population. About 10% of the Muslims living in Qatar are Shia. The majority of non-

citizens are from South and Southeast Asian and Arab countries working on temporary employment contracts, accompanied by family members in some cases. Non-citizens can be Sunni or Shi'a Muslims, Protestant or Catholic Christians, Hindus, Sikhs, Buddhists, or Bahá'ís. The city of Doha is a ‘melting pot’ of cultures with people from around the world.

The Qatari Flag


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The Qatari Coat of Arms


Qatari culture (music, art, dress, and cuisine) is similar to that of other Arab countries of

the Persian Gulf. Saudi Arabians migrated to Qatar and other places in the gulf; therefore, the culture in the Persian Gulf region varies little from country to country. Qatar explicitly uses Sharia law as the basis of its government. Alcohol is legal with a permit but it is not permitted to drink it in public .

The 2010 Arab Capital of Culture was Doha, Qatar. The Arab Capital of Culture is an initiative undertaken by UNESCO, under the Cultural Capitals Program to promote and celebrate Arab culture and encourage cooperation in the Arab region.

Museum of Islamic Art


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Qatar Islamic Cultural Centre


Natural resources

There are several natural resources found in the area and these include the following: Oil – discovered in Qatar in the 1930’s and first exported in 1949. Onshore oilfields are

around the Dukhan area on the west coast. Offshore fields are to the northeast and east. Gas – Qatar exploits associated gas from the oil reservoirs and has the largest

single-known unassimilated gas field in the world. Petrochemicals – a thriving industry based on hydrocarbon reserves. Limestone – quarried for building purposes. Gypsum – a soft white or grey mineral consisting of hydrated calcium sulphate,

used to make plaster of Paris in the building industry, produced in the north and exported. Sweet Water Wells – where fertile soil collects in natural depressions leading to a

concentration of agricultural land, mainly found in the central and northern parts of the country. Groundwater – not sufficient to supply the country’s need, desalinated water is

supplied to every dwelling either through network piping or by tanker delivery in outlying areas. Marine Resources – local fishing is still a thriving industry although oyster beds are

no longer commercially exploited for natural pearls. Fauna – limited to birds such as the houbara, and animals that are pretty hard to spot

such as bats and sand cats.

An oil and gas plant in Qatar


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Universal Time Zone

Qatar has a universal time coordinate (UTC) of +3 hours International dialling code

The country code is (+974). There are no area codes.


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Doha, literally: "the big tree" or "the sticky tree" is the capital city of the state of Qatar.

Located on the Persian Gulf, it had a population of 998,651 in 2008, and is also one of the municipalities of Qatar. Doha is Qatar's largest city, with over 80% of the nation's population residing in Doha or its surrounding suburbs, and is also the economic centre of the country. The demography of Doha is unusual in that the majority of residents are expatriates, with Qatari nationals forming a minority. The largest portion of expatriates in Qatar are from South Asian countries, mainly Pakistan, India, Sri Lanka, Nepal, Philippines, Bangladesh and Indonesia, with large amounts of expatriates also coming from the Levant Arab countries, North Africa, and East Asia. Doha is also home to expatriates from the United Kingdom, United States, Canada, France, South Africa, and Australia as well as many other countries from all over the world. Doha also serves as the seat of government of Qatar, which is ruled by Sheikh Hamad bin Khalifa Al Thani. The city of Doha also held the 2006 Asian Games, which was the largest Asian Games ever held.

A modern city – Doha’s skyline

Pearl Island in Doha


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Climate Moderate dry hot desert summers and mild winters describe Qatar’s climate. Rainfall is

scarce and comes mainly between October and March. The first rains of the season leave the desert pockmarked, earning them their Qatari name “wasmi” (mark or spot). There are many beaches in Qatar and private beaches at 5 star hotels, such as the Sheraton and Intercontinental, if you wish to spend a day on a private beach. There are discounts at many of the hotels for Qatar Airways cabin crew.

Climate data for Qatar

Month

Jan

Feb

Mar

Apr

May

Jun

Jul

Aug

Sep

Oct

Nov

Dec

Year

Average high °C

22

23

27

32

38

41

46

44

41

35

29

24

33.5

(°F)

(72)

(73)

(81)

(90)

(100)

(106)

(115)

(111)

(106)

(95)

(84)

(75)

(92.3)

Average low °C

13

13

17

21

25

27

29

29

26

23

19

15

21.4

(°F)

(55)

(55)

(63)

(70)

(77)

(81)

(84)

(84)

(79)

(73)

(66)

(59)

(70.6)

12.7

17.8

15.2

7.6

2.5

0

0

0

0

0

2.5

12.7

(0)

(0)

(0)

(0)

(0)

(0.098)

(0.5)

Precipitation mm (inches)

71 (0.5)

(0.701) (0.598) (0.299) (0.098)

The Sheraton Hotel


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The Intercontinental


Language

Arabic is the official language in Qatar. There are a number of different dialects, with some differences, although normally Arabic speakers find themselves mutually intelligible. It is worth noting that you absolutely don’t

need to speak Arabic to function in Qatar. However, not everyone speaks English and there are times when it will be an advantage. Arabs will also be pleased at the interest in their language, and are always eager to help you learn. Basic Arabic Words And Phrases

English Phrase My name is... What is your name?

Arabic Phrases Esmee.... Shoo esmak (male) shoo esmik (female)

Good Morning

Sabah el Khair

Reply

Sabah el Noor

Good Evening

Masah el Khair

Reply

Masah el Noor

Hello

Salam Ale Koum

Reply

Ale Koum Salaam

Good bye Thank you

Maa Salama Shukran

You are welcome

Afwan

Sorry

Aesef

Excuse me please

Min (fadlak/fadlik) law samaht

Yes

Nam

No

La

Okay

Tamam

Please

Min fadlak (male) Min fadlik (female)

Little Enough


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Shwai Bas


Basic Arabic Words And Phrases

English Phrase

Arabic Phrases

Finish

Khalas

Toilet

Hammam

Tea Coffee

Chai Kahwa

Milk

Halib

Juice

Assir

Ice

Thalj

Water Chicken Do you want a newspaper? What would you like to drink? What would you like to eat? Please sit down

Mai

Dajaj Tabbi jareidah Aish tabi tashrab Aish tabi takul Min fadlak Ejlis (male) Min fadlik Ejlisi (female)


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Transportation

The primary means of transportation in Qatar is by road, due to the very cheap price of petroleum. The country as a result has an advanced road system undergoing vast upgrades in response to the country's rapidly rising population, with several highways undergoing upgrades and new expressways within Doha under construction. A large bus network connects Doha with other towns in the country, and is the primary means of public transportation in the city. The Salwa International Highway currently connects Doha to the border with Saudi Arabia, and a causeway with both road and rail links to Bahrain at Zubarah is due to begin construction shortly. The causeway will become the largest in the world, and will be the second to connect Bahrain to the Arabian Peninsula. Currently, no rail networks exist in the country. In November 2009, however, the government signed a $26 billion contract with the German company Deutsche Bahn to construct a railroad system over the next 20 years. The network will connect the country itself, and will include an international link with neighboring states as part of a larger rail network being constructed across the countries of the Gulf Cooperation Council. A railway link is also under construction between Qatar and Bahrain as part of the Qatar Bahrain Causeway. Qatar's main airport is the Doha International Airport, which served almost 15,000,000 passengers in 2007. In comparison, the airport served only 2,000,000 passengers in 1998. As a result of the much larger volumes of passengers flying into and through the country today, the New Doha International Airport is currently under construction, and will replace the existing airport in 2012.

Karwa Taxi

Karwa Buses New Doha International Airport


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Business Hours

These are the regular business hours.

Office

Time & Days

Government Ministries and departments

0600h – 1400h Sundays to Thursdays

Commercial Offices

0730h – 1230h and 1530h 1930h.

Shops

Malls

Banks

Remarks

0800h – 1230h and 1530h till

late

split opening times Most shops are closed on Fridays except for souqs which, are open after

Generally open from 1000h to 2100h or 2200h

Generally banks are open between 0700h –1230h

However, some banks may open till late or have the spilt opening times. There are banks stationed at shopping malls, which

Weekends are on Fridays and Saturdays. During your training you will receive

only one day off. During Ramadan, many offices operate different hours and it is best to check with the office prior to visit. Ramadan is the ninth month of the Islamic calendar. It lasts up to 29 to 30 days. It is the Islamic month of fasting, in which participating Muslims refrain from eating, drinking and sexual relations from dawn until sunset. Fasting is intended to teach Muslims about patience, humility, and spirituality. It is a time for Muslims to fast for the sake of God ( Arabic: Allah) and to offer more prayer than usual. As compared to the solar calendar, the dates of Ramadan vary, moving backwards about eleven days each year depending on the moon. Muslims believe Ramadan to be an auspicious month for the revelations of God to humankind, being the month in which the first verses of the Qur'an were revealed to the Islamic prophet, Muhammad. Qatar’s independence day is celebrated on 18th December. The Ramadaan Moon


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Shopping

If you love shopping, then Doha’s the right place for you.

The shopping in Qatar is fantastic – and, according to Qatari ladies, who are masters (or rather mistresses) of shopping, it is also substantially cheaper than in Dubai. Here is a place where you will find lingerie from Paris, shoes from Italy, antique daggers from Oman, teak furniture from India, desert truffles from Qatar and dates from Saudi Arabia. It is also a place where you can choose between traditional and modern shopping. You can head out to the wholesale markets, browse through the souqs that huddle close together in the centre of Doha, or enjoy the luxury of Doha's first class air-conditioned malls. Bargaining is expected in markets and souqs. In fact, even if you don’t bargain sometimes

you will be given a discount anyway. If you are serious about bargaining, try walking away and see if the vendor will follow you. Quite often this can lead to a serious reduction in price and if it doesn't, you can always return later. Bargaining is not normally common in malls, although you can always get a reduction in price on expensive jewellery. City Centre Mall:

A modern shopping mall in Doha, considered one of the largest malls in the Middle East. You can get almost everything here – from grocery shopping (Carrefour) to clothes, music & video discs, electrical items and household items. It also has a cinema complex .


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Landmark Mall:

A trendy, up-market mall, located 15-minutes away from the Corniche area. It has a supermarket catered for the international market, and has a cinema complex .

Villagio:

Trendy mall, similar to Landmark Mall. Located in Medinah Khalifah .


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Souq Waqif:

Literally translated to "the standing market," this shopping destination is renowned for selling traditional garments, spices, handicrafts, and souvenirs. It is also home to tens of restaurants serving cuisines from all over the world, as well as Shisha lounges. Although this market dates back at least a hundred years, it has been recently restored back to its original glory. It is now considered one of the top tourist destinations within Doha.

Centre point Mall:

Al Asmakh Mall, sometimes referred to as Centerpoint Mall, is owned by the Regency Group and mainly houses the retail outlets of the Landmark Group, which includes Home Center and Centrepoint (Splash, ShoeMart, BabyShop, City Lifestyle, Emax). The 36.5 thousand square meter shoppping center also houses a children's entertainment area and a food court (Kappa, Baskin Robbins, McDonald's, Costa Coffee).


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The World Cup

The 2022 FIFA world cup will be the 22nd FIFA world cup, an internati onal football Tournament that is scheduled to take place in 2022 in Qatar. The competition is scheduled to take place in June and July, although proposals have been made for a winter season. The tournament will involve 32 national teams, including that of the host nation. This is the first time a country in the Middle East will host the World Cup.


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Useful Tips As a courtesy to Qatar being an Islamic state, visitors should dress modestly. Normal swimwear (including bikinis) is acceptable on the beach or by the pool, but t-shirts and discreet covering of the legs is advised when moving away from these areas. To avoid attention, it is advisable to dress modestly at all times. It is considered particularly important to dress modestly during the holy fasting season of Ramadan.

It is considered insulting to sit in such a way that the soles of your feet are pointing at a Qatari host, or to sit with your back towards the other guests. Notice that chairs are usually arranged around the walls. During Ramadan, never eat, drink or smoke in public during daylight hours . It’s

important that you respect the local tradition and culture by doing everything in moderation during this month. Don’t hand or accept items with your left hand , and if you’re eating with your fingers,

use only your right hand. Following Muslim convention, the left hand is reserved for bodily functions. Never drink alcohol in public. Alcohol is available in hotels and club restaurants and

bars. Restaurants outside hotels are not permitted to serve alcohol. Alcohol will not be served during the month of Ramadan. Do not take photographs of military installations or women dressed in traditional clothes. Be prepared to bargain with shopkeepers. Asking for discounts is the norm. Make sure you drink plenty of water , especially during the hot summer months. You

are advised to drink bottled/mineral water. Remember to cover your head and use high-factor sun block on all exposed skin including the tops of your feet because the sun can be very fierce during summer. Don’t go barefoot in the sand and sea . Stonefish are rare but may be found along the

shorelines. When you step on it, it can inject poison into your foot. Evenings are an ideal time to explore the town. Qatar is one of the safest places you’ll find in the world; so don’t be afraid to go out at night. You’ll often find people offering you a ride. Be wary when accepting such offers .

Like all countries, some people are genuine and helpful, while others may make you feel vulnerable


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Hey buddy….

I hope you’ve enjoyed exploring Qatar and its’ capital city, Doha! I’m really looking forward to the next session on Qatar Airways. Before you begin the please

complete the test your knowledge quiz on the next page. Cheers for now! Oscar

Recommended websites for more info:


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Quiz : 1 True or False Are the following statements true or false?

1. 2. 3. 4. 5. 6. 7. 8. 9. 10.

Qatar is ruled by a monarchy, the Al-Thani family. Qatar explicitly uses Sharia law as the basis of its government. The capital city of Qatar is al Wakra. The country dialling code is +478 Doha translated into English means ‘little fig tree’

Qatar is a Muslim country. Qatar Airways cabin crew are able to receive discounts at some five star hotels, such as the Intercontinental. A taxi cab in Doha is called a Karwa. Weekends in Doha fall on a Saturday and Sunday. Qatar will be the host of the 2022 FIFA World Cup.

Fill in the blanks Have a go and test your Arabic. English Phrase

Arabic Phrase

Sabah el Khair Hello My name is…

Bas Would you like to eat…? Coffee Welcome

Shukran Good evening Tea

Shoo esmak? Please sit down

( male ) ( female )

Would you like to drink…? You are welcome

Nam


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Quiz : 2 Fill in the blanks Complete the following statements. 

Qatar has the world’s largest per capita production and proven reserves of _________ and

________________. 

Islam is the predominat religion. Muslims constitute ____% of the population.



The 2010 arab ______________ of culture was Doha.



Qatar has a universal time coordinate of + ____ hours.



Over 80% of the nations population reside in ________________.



The primary means of transport in Doha is by road due to the very cheap price of _____________________.



Qatar’s main airport is _______ _________ _______________airport.



The new airport will open in the year _______.



Souq Waqif translated into English means _______________________.



Villagio mall is located in the suburb of ______________ Khalifah.



Qatar will host the __________ world cup.



Never drink ____________ in public.



Don’t hand or accept items with your ______________ hand.



During the hot summers make sure you drink plenty of _____________.



Do not take photographs of ______________ installations or ___________ dressed in traditional clothes.


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Module 2:


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Qatar , is the flag carrier of Qatar. Headquartered in the Qatar Airways Tower in Doha, it

operates a hub-and-spoke network, linking over 100 international destinations from its base in Doha, using a fleet young aircraft. It is one of only seven airlines awarded 5-star rating by Skytrax along with Cathay Pacific, Asiana Airlines, Malaysia Airlines, Singapore Airlines, Hainan Airlines, and Kingfisher Airlines. In 2011, Qatar Airways was awarded the prestigious World’s Leading Airline award by Skytrax.

Qatar Airways operates services across Africa, Central Asia, Europe, Far East, South Asia, Middle East, North America, South America and Oceania. Qatar Airways is currently undergoing a major expansion and is one of the fastest growing airlines in the world. The airline also operates one of the youngest fleets in the world (an average of less than 4.1 years). The airline employs more than 19,000 people. 13,000 employees work for the airline directly while the other 6,000 work in the airline's subsidiaries


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Brand Vision:

A world class global brand Mission Statement: ‘Excellence in everything we do!’ Brand Promise:

A world-class international airline offering 5-star travel experience of exceptional quality and comfort Brand Values: Confident: Represents the belief in Qatar’s place in the world. An airline that is demanding

of itself. Generous: Defines the genuine and giving nature of the airline Middle Eastern Hospitality. Progressive: Defines the energy and openness of Qatar and the airline that serves it

Brand Assets:

Quality Product

Superior Hospitality

Unique experience

Youngest Fleet

Premium Terminal

FCL & Airport Lounge

Global network

In-Flight Service

Product Features

Intuitive Website

F&B

Brand Tag line: ‘World’s 5-star Airline’


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June 2011: Qatar Airways wins the World’s Leading Airline award by SKYTRAX at the Paris

Air Show. December 2010: Doha International Airport’s new Arrivals Terminal officially opened to

the public 19th December 2010 to receive an increasing number of visitors to the State of Qatar. Together with its opening, a new Premium Arrivals Lounge opened its doors to Premium Class customers to relax and unwind with the 5 star quality services prior to meeting their families or business associates. At London Heathrow, Qatar Airways moved its operations to Terminal 4 where the airline plans to also open a dedicated passenger Lounge. On the 8 th of December 2010, the airline announced an expansion of its East African

network with 12 additional flights across two capital cities- Nairobi and Dar es Salaam November 2010: Mr. Akbar Al Baker, Chief Executive Officer of Qatar Airways was recognized by the Civil Aviation Authority of the State of Qatar for his role in the airline’s

long term contribution to the economic growth of Qatar at the Leaders in Aviation Awards held during the Doha Aviation Summit. Qatar Airways announced its 100 th destination Aleppo- the carrier’s second destination in Syria- to start operations in April 2011; launched its Vietnamese expansion with the inaugural flight to Hanoi via Bangkok and began three flights a week services to Nice in southern France. October 2010: For the 5th year, Qatar Airways received the Best Middle Eastern Airline

award by TTG Asia Magazine during the TTG Asia Pacific Awards ceremony held in Bangkok and for a second time – it was accorded the Best Middle Eastern Airline at the 2010 Business Traveller Asia Pacific Award held in Hongkong. Qatar Airways announced its fourth destination in Germany – Stuttgart- scheduled to start in March 2011 and the addition of a 3 rd daily flight to Bangkok starting 01 November 2010. Flights to Phuket via Kuala Lumpur began on 12 th October 2010. August 2010: Qatar Airways received its 20 th Boeing 777 Aircraft that will provide

enhanced ultra-long haul capability. At the annual Airline Strategy Awards held in London, Qatar Airways was honored by leading aviation industry figures for its wide-ranging global environmental initiatives. It was recognized for its well documented move into research of alternative jet fuel as part of an overall mission to secure a cleaner and environmentally friendly future. Qatar Airways, with its partner Mobiqa,a mobile content optimisation company, launched a mobile version of Qatar Airways’ website. The mobile website enables travelers to easily

access the most popular services of qatarairways.com through their internet-enabled mobile device. Qatar Airways announced a 20% increase in frequency covering the cities of Delhi, Cochin and Amritsar India starting September 2010. June 2010: Qatar Airways began its operations to Barcelona , its second destination in Spain; Sao Paolo, Brazil and Buenos Aires, Argentina. The airline also announced the addition of 6 new routes Bucharest Romania, Budapest Hungary, Brussels Belgium, Nice


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May 2010: Skytrax awards Qatar Airways as third best airline in the world . The airline also wins World’s Best Business Class award and World’s Best Business Class catering. Qatar Airways also receives Best Airline in the Middle East for the fifth consecutive year and becomes the first airline to receive the Staff Service Excellence Award for the Middle East.

The new award replaces the Best Cabin Staff in the Middle East category, which Qatar Airways has won for the past seven years. The expanded category now i ncludes airline staff at all passenger touch points, including onboard, reservations, check-in and airport personnel. May 2010: At the Business Traveller Middle East Awards, Qatar Airways wins the title Best Economy Class in the Middle East for the second year running. May 2010: Qatar Airways retains its title Leading Business Class Airline in the Middle East

title as voted by travel industry professionals in the prestigious World Travel Awards, an honour that the airline has now held for five consecutive years. The airline’s exclusive

Premium Terminal for First and Business Class passengers at Doha International Airport was named Leading Airport Lounge in the Middle East. February 2010: Qatar Airways’ fleet size reaches 80 aircraft following the delivery of its

latest Boeing 777-300 Extended Range aircraft. January 2010: Qatar Airways announces a world first – a joint study with Qatar-based and

industry partners into the development of sustainable bio jet fuel. December 2009: Qatar Airways launches first flights to Australia, into the Victorian State

capital of Melbourne. November 2009: Qatar Airways wins ‘World’s Leading Airline – Business Class’ award at

the 16th World Travel Awards in London. October 2009: Qatar Airways completes world’s first commercial passenger flight powered

by gas-to-liquids (GTL) aviation jet fuel, using an Airbu s A340-600 from London Gatwick to Doha. October 2009: Qatar Airways wins Best Middle Eastern Airline at TTG Asia Travel Awards

for fourth consecutive year. September 2009: Qatar Airways wins prestigious Airline of the Year accolade at the

annual TTG (Travel Trade Gazette UK) awards in London. September 2009: Qatar Airways named Best Business Class Airline in China at the China

Travel & Meeting Industry Awards organised by Travel Weekly China. May 2009: Readers of Dubai-based Business Traveller Middle East magazine named Qatar Airways’ Economy Class as Best in the region. May 2009: Qatar Airways wins Best Business Class in the Middle East and Best Cabin Crew

in the region at the World Travel Awards held in Dubai. April 2009: Qatar Airways wins several accolades at the annual 2009 Skytrax passenger awards following a survey of more than 16 million travellers. The airline’s Economy Class

was voted Best in the World; Qatar Airways cabin crew named Best in the Middle East for the 7th year running in 2009; Qatar Airways voted Best Airline in the Middle East for the 4 th consecutive year.


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December 2008: World Travel Awards names Qatar Airways’ World’s Leading Business

Class at the 15th Annual World Travel Awards final Gala ceremony on t he Caribbean island of Turks & Caicos. November 2008: World Travel Awards names Qatar Airways Best Business Class Airline in the Middle East and region’s Best Airline Lounge in Doha for its exclusive Premium Terminal.

Qatar Airways also won the Aviation Business Award for Inflight Services. October 2008: Qatar Airways named Best Airline in the Middle East for the third

consecutive year by readers of TTG Asia magazine. August 2008: Qatar Airways wins two Skytrax awards confirming its leading position as

one of the top 10 airlines in the world, and also as the best carrier in the Middle East region for the third consecutive year. Qatar Airways’ cabin crew was named Best in the Middle East

for the sixth straight year. February 2008: Doha International Airport wins Best Airport Airline partnership award at

the annual Airport Expansion Middle East awards in Doha. December 2007: Qatar Airways receives three accolades at the World Travel Awards 2007 in the Caribbean islands of Turks & Caicos – World’s Leading Business Class Airline, World’s

Best Inflight Meal Service, and Leading Business Class Airline In The Middle East. November 2007: Qatar Airways takes delivery of the first of its 32 Boeing 777 aircraft. October 2007: Qatar Airways named Best Airline in Middle East and Africa by readers of

TTG Asia magazine for the second consecutive year. July 2007: Qatar Airways wins three Skytrax awards including Best First Class in the

World, Best Middle East airline for second year running, and Best Cabin Crew in the Middle East for the fifth consecutive year. Qatar Airways launches non-stop flights to Washington DC – its second US route. June 2007: Qatar Airways launches flights to North America with services from Doha to

Newark (New York) via Geneva). May 2007: Qatar Airways named Best Airline for the second year running at the annual

Middle East and North Africa (MENA) travel awards in Dubai. April 2007: Qatar Airways’ Privilege Club scoops unprecedented eight airline awards at

the 19th annual Freddie loyalty Awards in America. January 2007: Qatar Airways voted Best Airline in the Middle East by readers of US-

based Global Traveller magazine. November 2006: Qatar Airways opens world’s first dedicated Premium Terminal for First

and Business Class passengers at Doha International Airport. October 2006: Qatar Airways receives its 50th aircraft – an Airbus A340-600 (High Gross

Weight) – a significant milestone considering the airline operated only four aircraft at the time of its re-launch in 1997.


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October 2006: Qatar Airways named Best Airline in Middle East and Africa by readers of

TTG Asia magazine. September 2006: Qatar Airways receives four accolades at the World Travel Awards 2006 in the Caribbean islands of Turks & Caicos – World’s Leading Business Class Airline, World’s

Best Inflight Meal Service, Leading Airline in the Middle East and Leading Business Class Airline In The Middle East. September 2006: Qatar Airways takes delivery of world’s first High Gross Weight version

of the Airbus A340-600 aircraft designed to operate non-stop on long-haul routes such as Doha – US east coast. June 2006: Qatar Airways honored in the 2006 Skytrax Awards. Airline named Best in the

Middle East, cabin crew voted Best in Middle East for 4 th year running and 2nd best in the world. Airline’s global ranking rises to 6th best in the world. June 2006: Qatar Airways’ Privilege Club wins accolades at the annual Freddie Awards in Los Angeles recognizing the world’s best travel loyalty programmes. Privilege Club wins

awards for Best Elite Level, Best Website and Best Bonus Promotion. May 2006: Qatar Airways named Airline of the Year at the annual Middle East and North

Africa (MENA) travel awards in Dubai. April 2006: Qatar Airways picks up the Middle East Finance Deal of the Year Award for

the second time in three years at the Air Finance Conference in New York. Award recognizes the unique financing deal for its Buyer Furnished Equipment with a group of three banks. April 2006: Qatar Airways carried more than 6.3million passengers during the 2005/06

financial year, up from 5.6million in 2004/2005. February 2006: Qatar Airways is honored with the Inflight Service Consistency Excellence

Award by Skytrax. November 2005: Qatar Airways scoops four accolades at the World Travel Awards in

London. They were:- Qatar Airways CEO named Personality of the Year; Leading Flat Bed Seat in First Class; Best Inflight Meal Service and Leading Airline in the Middle East. October 2005: Qatar Airways Chief Executive Officer Akbar Al Baker is honored with the

Lifetime Achievement Award by organizers of the Arab World Travel and Tourism Conference and Exhibition in Beirut. September 2005: Qatar Airways retains the stringent IOSA (IATA Operational Safety Audit) which it originally secured in 2003 as the first airline in the world to pass the audit with 100 per cent compliance. August 2005: As Official Airline of the 15th Asian Games in Doha, Qatar Airways takes

delivery of the first of several Asian Games branded A330 aircraft. 2004: Qatar Airways joins a small elite group of airlines to be awarded the prestigious Five


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The Oryx Logo

This large long-horned (mountain goat-like) antelope is one of the world’s rarest mammals and was at one time considered virtually extinct. In the Gulf region, the State of Qatar has pioneered the move to save it from extinction and propagate its rare breed. The Oryx farm located in a private estate near Shahaniya now houses a large and healthy herd. Permission has to be obtained before visiting the farm, or arrangements are done through local tour companies. The Oryx may also be viewed from the Municipal Zoo located in the outskirts of Doha, approximately half an hour’s drive from the town center.

With all the other airlines in the Gulf depicting the power and swiftness of the falcon for their logos, Qatar Airways has selected the Oryx in line with its thrust to emerge as an airline which sets new trends and new beginnings.


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Qatar Airways was launched on 20th January 1994. The aim of airline was to offer superior service and lower fares. The first flight was to Sharjah by Captain Khairy. In October 1996, our current CEO, Akbar Al Baker was appointed to head Qatar Airways. In 1997 the airline was re launched. It gained a good reputation in the region and the aircraft and passenger numbers continued to grow. Today, Qatar Airways flies to over 100 destinations around the globe. Our 100th destination was Aleppo in Syria. We began flying there on 06 April 2011.


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Hey friend

I hope you’ve enjoyed the section on Qatar Airways, ‘the world’s fi ve star airline!’

I hope that you are really excited to be joining such a growing airline that has achieved so many milestones in such a short span of time. I’m really looking forward to the next session

on airline terminology. Please complete the test your knowledge quiz on the next page before you being that section. Catch you later! Oscar

Recommended websites for more info:


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Quiz : 3 True or False Are the following statements true of false? 



Qatar Airways cabin crew wear orange and grey uniforms. Qatar Airways has a premium terminal for exclusive use by their first and business class customers.



Qatar Airways is a five star airline.



Qatar Airways three brand values are : progress, timely and fashion’.



Qatar Airways started flying to Aleppo, Syria in April 2011.



Skytrax awarded Qatar Airways as the fifth best airline in the world in May 2010.



Qatar Airways logo is an Oryx.



Qatar Airways started flying to its’ 100th destination in April 2011.



The Oryx is the national animal of Qatar.



Qatar Airways was originally launched in 1994.



Qatar Airways was re-launched in 2007.



Mr Akbar al Baker is the CEO of Qatar Airways.


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Module 3:


35


Hiya mate

The next section deals with airline terminology. As a Five Star cabin crew member it is critical that you are familiar with this terminology. You will have sufficient time at home to master these phrases and terms before your join us for your first day at Cabin Services Training in Doha. Good luck! Oscar


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Please familiarise yourself with the terms and abbreviations below.

Term

Definition

AFT or REAR

Back part of the aircraft

FWD or FORWARD

Front part of the aircraft

FUSELAGE

Body or framework of the aircraft

BULKHEAD

Partition walls between cabins

GALLEY

An aircraft “kitchen”

EMBARK

Container or designated area in galley/cabin to secure baggage or service item/equipment. Board the aircraft

DISEMBARK

Get off the aircraft.

STOWAGE

UPGRADE or DOWNGRADE

Change class of customer from one service to Another for example, from economy to business or vice versa

AMENITIES

Items for customer use, e.g. tissues, soap, night kits, etc.

DRY STORES

Food items such as coffee, cheese biscuits etc. loaded in an atl as box inside standard containers

ATLAS DRAWER

A drawer used for storage of dry items in the atlas box

PILLOW PACK

A pack used to brew coffee in the coffee maker

MEAL CART

A service cart containing pre-set meals

MINERAL/ BEVERAGE CART

A service cart with drawers containing soft drinks and juices

BAR CART

A service cart with a drawer containing alcohol

BI-CLASS

2-class cabin aircraft e.g. Business and Economy

TRI-CLASS

3-class cabin e.g. First, Business and Economy

FC

First class

JC

Business class

YC

Economy class

SH

Short Haul flight

MH

Medium Haul flight


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Please familiarise yourself with the terms and abbreviations below.

Term

Definition

LH

Long haul flight

US

Unserviceable ( not working) Young passenger (12-16 years old travelling alone)

YP

Unaccompanied minor (5 – 11 years old travelling alone)

UM

Very important person

VIP CIP PAX TRANSIT SECTOR DOWNROUTE SBY

Commercially important passenger (support Qatar Airways for example, travel agents) Passenger/Customer Aircraft stops on ground between sectors Take off to landing phases of a flight e.g Doha to Bangkok Doha is the base station, all other stations on the network are referred to as down route Standby – ready to be called out to operate a flight from the airport, hotel or your accommodation in Doha

TBN

To be notified – for roster or flight assignment changes

DHD or DEADHEADING

Cabin crew flying on duty for positioning as a passenger

STD

Scheduled time of departure

STA

Scheduled time of arrival

IFE

In-flight entertainment

PC

Privilege Club (frequent traveller program)

UTC

Universal Time Coordinates


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The international alphabet is used to make sure that information is passed accurately during communication. For example, you will often hear the last two letters of a plane’s registration used to

describe a particular aircraft. E.g. an aircraft with the last two letters of its registration being ‘BN’ will be referred to as ‘Bravo November.”

This information is particularly important in making sure you get on the correct aircraft for your flight, when there are several similar aircraft parked side-by-side. You need to learn this alphabet.

A B C D E F G H I J K L M N O P Q R S T U V W X Y Z


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ALPHA BRAVO CHARLIE DELTA ECHO FOXTROT GOLF HOTEL INDIA JULIET KILO LIMA MIKE NOVEMBER OSCAR PAPA QUEBEC ROMEO SIERRA TANGO UNIFORM VICTOR WHISKY X-RAY YANKEE ZULU


The earth has latitudinal and longitudinal lines . Where a country falls with regards to the latitude determines the climate whereas longitude determines the time zone. All airlines utilise the 24-hour clock in their schedules and timetables. The 24- hour clock is the system used and followed by Qatar Airways’ rostering. The 24-hour clock does not differentiate morning and afternoon with the term A.M. and P.M. It counts the hours continuously from one (1) minute past midnight – as 0001 hours until one (1) minute before midnight – 2359 hours. 12 – hour clock

24 hour-clock

12:00 midnight

2359 h or 0001 h

Zero zero zero one hrs

1:00 am

0100 h

Zero one hundred hrs

2:00 am

0200 h

Zero two hundred hrs

3:00 am

0300 h

Zero three hundred hrs

4:00 am

0400 h

Zero four hundred hrs

5:00 am

0500 h

Zero five hundred hrs

6:00 am

0600 h

Zero six hundred hrs

7:00 am

0700 h

Zero seven hundred hrs

8:00 am

0800 h

Zero eight hundred hrs

9:00 am

0900 h

Zero nine hundred hrs

10:00 am

1000 h

Ten hundred hrs

11:00 am

1100 h

Eleven hundred hrs

12:00 noon

1200 h

Twelve hundred hrs

1:00 pm

1300 h

Thirteen hundred hrs

2:00 pm

1400 h

Fourteen hundred hrs

3:00 pm

1500 h

Fifteen hundred hrs

4:00 pm

1600 h

Sixteen hundred hrs

5:00 pm

1700 h

Seventeen hundred hrs

6:00 pm

1800 h

Eighteen hundred hrs

7:00 pm

1900 h

Nineteen hundred hrs

8;00 pm

2000 h

Twenty hundred hrs

9:00 pm

2100 h

Twenty one hundred hrs

10:00 pm

2200 h

Twenty-two hundred hrs

11:00 pm

2300 h

Twenty-three hundred hrs


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Say it this way


An alternative way of looking at the 24-hour clock is like this:

1800H


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This is the process to provide a standardized time for use anywhere in the world using the 24-hour clock. The Local Time (LT) is used on your flying roster. The earth is divided into 24 different time zones, measured along the lines of longitude. Universal Time Co-ordination (UTC) or Greenwich Mean Time (GMT) – is the internationally agreed standard time indicated on the “0” line of longitude. Time zones east of the “0” lines of longitude are

ahead of the UTC and to the west, are behind the UTC. In addition, some countries make adjustments to their ‘local time’ between summer and winter; adding

or taking away one hour, which affects the difference in UTC. This is due to the shorter day/sunshine hours during winter time.

An example of the UTC map showing how the world is divided into different time zones

Daylight Saving Time (DST )

Starts: Last Sunday in March (+1) Summer Time Ends: Last Sunday in October (0) Winter Time So

for

example:

Frankfurt

is

+2

UTC

in

summer and

+1

Recommended websites for more info: http://www.timeanddate.com/worldclock/ http://en.wikipedia.org/wiki/Time_zone


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UTC

in

winter.

To calculate ‘local time’ you apply the time adjustments to UTC. So for example, if the time in UTC is quoted as 0800 UTC, the ‘local time’ in Doha is 1100 (as DOH is +3

UTC). UTC = 0 DOH = +3 0800 + 3 hours = 1100 hrs The below UTC map shows the 24 longitude lines of the different time zone

Example:

The local time in ISB is 1800h. What is the time in LHR in summer? _________ And what is KUL time _____________? Calculation: ISB = UTC + 5 LHR = UTC +1 (Summer time) KUL = UTC+ 8 Calculation: If it is 1800H ISB local time, ISB (UTC +5), therefore UTC time = 1300H LHR = UTC + 1

during summer = (1300H + 1) = 1400H LHR local time in summer KUL = UTC + 8 = ( 1300H + 8) = 2100H KUL local time


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Hullo mate

I hope you’ve enjoyed mastering the information on airline terminology. I’m really looking forward to you joining us in Doha. Please complete the test your

knowledge quiz on the next page. Now you can relax and enjoy the time with your family before you begin this exciting chapter in your life! Bye for now! Oscar


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Quiz : 4 Now test yourself and see how many you have remembered. Write the appropriate answers on the space provided.

Definition

Term

To be notified – for roster or flight /assignment Changes Universal time coordination Aircraft ground stop between sectors Commercially important passenger Back part of the aircraft Get off the aircraft Aircraft “kitchen”

Doha is the base, all other stations on the network are referred to as Change class of customer from one service t o another Service carts containing pre-set meals or drinks Partition walls between cabins Unaccompanied minor Board the aircraft Scheduled time of arrival Service carts with drawers containing beverage Supplies Body or framework of the aircraft DHD or DEADHEADING Standby – ready to operate a flight from the airport, hotel or


45


Notes


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Qatar Airways Pre Induction Booklet July 2012

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