ABSTRACT
Standard operating procedures can present contradictory elements between service and safety within the day-to-day execution of the Flight Attendant role. In eyes of the regulator, a Flight Attendant is responsible for the safety of aircraft occupants. An airline's product is not necessarily just the physical infrastructure, but also encapsulates the 'soft' service consumable that takes place during the flight. The role of a Flight Attendant for an airline has historical links to service, which over time have become progressively mandated and regulated around safety. The operating duty for a Flight Attendant begins when the crew reports for sign-on at a designated base or domicile. The roles and responsibilities of Cabin Crew are twofold: safety and/or service. Customer expectations are typically driven by the reliability of the Cabin Crew performance concerning safety, on-time performance and inflight service dependability. Cabin Crew work to scheduled activities which are listed in sequence and typically come in two different formats: allocated rosters or 'bidline' schedules.
