Course Information
SemesterCourse Unit CodeCourse Unit TitleT+P+LCreditNumber of ECTS CreditsLast Updated Date
2KHM108Organization and Responsibilities3+0+03506.04.2026

 
Course Details
Language of Instruction Turkish
Level of Course Unit Associate Degree
Department / Program Civil Aviation Cabin Services
Type of Program Formal Education
Type of Course Unit Compulsory
Course Delivery Method Face To Face
Objectives of the Course The aim of this course is to ensure that students gain knowledge of the historical development, duties and responsibilities, crew structure and operational processes of the cabin crew profession within the scope of civil aviation cabin services; to support their understanding of in-flight service, passenger relations, communication and the principles of professional conduct; and to enable them to assess professional knowledge, skills and competencies within the framework of cabin crew training, certification, recruitment and career processes, as well as health, discipline and flight duty regulations.
Course Content The history of cabin crew, requirements for becoming a cabin crew member, the duties and responsibilities of cabin crew, cabin crew training, certification and promotion criteria, documents and records that cabin crew are required to carry, II. The duties and responsibilities of the pilot and captain, cabin crew briefings and debriefings, civil aviation inspections, the cabin crew member’s appearance and personal conduct, points to note regarding the use of uniforms, in-flight service, the scope of service, maintaining service standards, passenger satisfaction, types of passengers, causes of passenger complaints, communication and perceptual biases, personality, factors influencing personality, personality disorders, behaviour, elements to consider when resolving passenger complaints, professionalism in passenger relations, general characteristics and lifestyle of aviation personnel, crew formation, actions to be taken in the event of crew incapacity, cabin crew health precautions, falling ill on duty, crew flight, duty and rest limits, cabin crew disciplinary rules, matters to be considered during overnight duties, cabin crew recruitment criteria, and interview processes in airline operations.
Course Methods and Techniques Presentation techniques, question-and-answer sessions, discussions, use of visual aids, role-play.
Prerequisites and co-requisities None
Course Coordinator Instructor Tunay Elüstün tunay.elustun@gedik.edu.tr
Name of Lecturers Instructor Tunay Elüstün tunay.elustun@gedik.edu.tr
Assistants None
Work Placement(s) No

Recommended or Required Reading
Resources Ministry of National Education Institutions and Legislation Related to Stewardessing (2019) Ankara.
Course Notes Civil Aviation General Directorate Cabin Crew Directive (SHT-CC), Flight and Duty Period Limitations and Rest Requirements Directive (SHT – FTL), Flight Crew Flight Duty and Rest Periods and Implementation Principles Directive (SHT-6A.50 Rev. 06),

Course Category
Mathematics and Basic Sciences %10
Social Sciences %20
Field %70

Planned Learning Activities and Teaching Methods
Activities are given in detail in the section of "Assessment Methods and Criteria" and "Workload Calculation"

Assessment Methods and Criteria
In-Term Studies Quantity Percentage
Mid-terms 1 % 40
Final examination 1 % 60
Total
2
% 100

 
ECTS Allocated Based on Student Workload
Activities Quantity Duration Total Work Load
Course Duration 15 3 45
Hours for off-the-c.r.stud 15 2 30
Assignments 1 10 10
Mid-terms 1 15 15
Final examination 1 25 25
Total Work Load   Number of ECTS Credits 5 125

 
Course Learning Outcomes: Upon the successful completion of this course, students will be able to:
NoLearning Outcomes
1 Understanding the requirements for becoming a cabin crew member, the team structure and cockpit-cabin coordination, and being able to interpret the rules required by the organisation and responsibilities.
2 The cabin crew member's appearance, personal conduct, rules regarding uniform usage, and ability to interpret crew, health, and accommodation regulations.
3 The ability to comprehensively assess cabin service processes, passenger relations management, service quality and the factors influencing passenger satisfaction, and to adopt appropriate service behaviours.
4 Assessing the qualifications required to become a cabin crew member and the recruitment (interview) processes, and being able to embrace professional development and career planning.

 
Weekly Detailed Course Contents
WeekTopicsStudy MaterialsMaterials
1 Flight attendant history, the development of the flight attendant profession, requirements to become a flight attendant
2 General characteristics of aviation professionals, the lifestyle of aviation professionals, who is a cabin crew member? Professional requirements for cabin crew members.
3 Cabin crew duties and responsibilities, cabin crew formation, organizational structure
4 The duties and responsibilities of the captain and first officer, cabin crew–cockpit cooperation, briefing and debriefing processes
5 Cabin crew training, certification processes, promotion criteria, documents and records that must be carried
6 Flight attendant appearance, personal grooming and professional image, uniform usage rules
7 Cabin crew disciplinary rules, flight duty and rest limits, points to note during overnight duties, cabin crew health precautions, procedures for falling ill on duty, actions to be taken in the event of crew incapacitation
8 The concept of service in the cabin, the dimensions of service, maintaining standards in service
9 The concept of passenger satisfaction, passenger types, approaches to different passenger profiles Key considerations in resolving passenger complaints, professionalism in passenger relations
10 As part of service excellence: communication, perception and biases, personality and behaviour, factors influencing personality
11 Causes of passenger complaints, prevention of complaints, professional passenger relations
12 Passenger complaint simulation
13 Qualifications required to become a cabin crew member, recruitment (interview) processes at airlines
14 Interview simulation

 
Contribution of Learning Outcomes to Programme Outcomes
P1 P2 P3 P4 P5 P6 P7 P8 P9 P10 P11 P12 P13
C1 4 3 3 4 3 4 3 3 2 4 2
C2 4 3 2 3 4 3 3 4 2 3 2
C3 5 3 4 4 5 4 3 4 3 2 2
C4 4 3 3 5 5 4 3 4 3 2 3

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