Aer Lingus Precourse Workbook

Online Pre-course
Workbook
VERSION 5, APRIL 2021
Contents
Pre-course Workbook
Introduction 3
Pre-course Information 3
Welcome to Aer Lingus 4

Welcome from our CEO 4
Our Vision and Strategy 5
Our Story 7
A Day in the Life 10
Keeping up-to-speed 11
Social Media 12
General Airline and Aviation Information 13

Understanding our Industry 14
Our Fleet 15
Our Route Network 17
Airport Codes 20
Airline Codes 22
Phonetic Alphabet 23
Common Language 23
24 Hour Clock 24
Airline Terminology and Abbreviations 27
Aircraft Terminology 31
Aircraft Flying Controls 32
Phases of Flight 33
Our Guests 34
Our ‘Guest’ Philosophy 34
Understanding our Product and Service 38
Our Service Standards 40
Workbook Online Activities 47
Aer Lingus Pre-course Workbook 2021 Contents 2

Introduction
Pre-course Information
This workbook aims to provide you with some

introductory information to proceed successfully
into your initial training with Aer Lingus.
All new candidates are expected to read

through this workbook, completing the This icon identifies
online activities in each section to build a websites for you to
access further
solid foundational knowledge in our airline information
and topics relevant to your future role.
After you have completed this online

work-book you will be able to:
• Gain introductory knowledge of Aer Lingus
• Better understand general aviation This icon indicates

information and terminology an online activity which
you must complete
• Gain introductory knowledge of our
service ethos
The completed activities will be submitted

to your trainer for evaluation.
Aer Lingus Pre-course Workbook 2021 Introduction 3

Welcome to
Aer Lingus
Welcome to Aer Lingus and congratulations on your new role.
Airlines are a unique and dynamic place to work, and you are joining
Aer Lingus at an exciting time as we start transatlantic flying from
Manchester for the first time.
While the last year has certainly been challenging for the travel industry
globally, we are resilient and keen to make the most of new opportunities.
Some of you are joining from our Irish bases, some of you will have worked
in other airlines and for others this is your first time working in an airline.
What you will find in Aer Lingus is an airline with a rich heritage and
strong vision for the future. The onboard experience delivered by you
– our cabin crew – helps to differentiate Aer Lingus in the competitive
and rewarding industry in which we operate.
I hope you realise your full potential here at Aer Lingus.
Lynne Embleton
Chief Executive Officer
Aer Lingus Pre-course Workbook 2021 Welcome to Aer Lingus 4

Our Vision and Strategy
Aer Lingus is an iconic brand with a proud history and heritage.
Our people are passionate about our brand, our guests and our service.
As we strive to create a successful future for Aer Lingus, it’s essential that
we create a culture where we work together towards one common goal.
Our Vision
To be the leading value carrier across the North Atlantic.
What does that mean?

Airline business models range from full-service carrier to low-cost carrier. Our value carrier model
stands out from our competititors by offering a quality experience for our guests at a competitive
Our competitive landscape

fare price. The below chart gives you an idea of where we sit in the value carrier space…
HIGH
High
FULL SERVICE
CARRIERS
LOW COST
CARRIERS
PRICE
Price
Squeezed
Value
middle
Carrier
LOW
Low
LOW BENEFITS AND Service

SERVICELevels
LEVELS HIGH
Low
Benefits and High

Our Strategy
We enable this vision with:
• A guest focused, brand and digitally enabled value proposition.
A ‘value proposition’ is essentially what you have on offer to your consumers that they feel is
value for money. The ability for us to make this proposition centred around our guests’ needs,
the strength of the Aer Lingus brand as one which resonates with our guests, and accessible
through our mobile app and aerlingus.com where a large portion of our business happens.
• A demand-led value proposition centred on cost, product and service.
The success of Aer Lingus as a value carrier is based on our continuous focus on the three
pillars of cost, product and service. We must offer that proposition in a way that responds to
clearly identified demand among our guests (rather than us trying to sell something that we
think people want) and the strength of this proposition relies on our ability to control our costs
(thereby offering lower fares to our guests), as well as a 4-star product and service experience.
• A profitable and sustainable short-haul network.
Aer Lingus operates both long-haul and short-haul services. Our business model requires our
short-haul flights to operate in a profitable way, without the need to be compensated by other
profitable long-haul routes. Our short-haul network has to stand on its own.
• An operating model that is simple by design.
The way in which we operate our airline, including all of our processes and procedures,
must be simple and straightforward so that we can consistently excel at what we do.
We remove complexity wherever possible.
Looking at how we focus on both our transatlantic and European networks, the following are the
strategic priorities for Aer Lingus:
North Atlantic Europe

• Leverage Dublin as a Gateway between • Achieve competitive market share position.
Europe and North America. This means we For our short-haul services to be successful,
establish Dublin Airport as the most desired we must achieve a competitive market share
stop-over point for those flying between position on each of the routes that we fly to.
Europe and North America. • Reducing costs to offer our guests competitive
• Develop network opportunities with fares. CASK (cost per available seat-kilometre)
North American partners. To allow us to is an airline industry standard for measuring
fly people to/from a wider range of the airline’s unit cost, allowing like-for-like
destinations in North America, our airline comparisons between airlines. We need
partnerships are key. to get our unit costs closer to our competitors’
• Create a compelling flight connection cost levels in order to give equally
proposition. Providing a simple, seamless competitive fares to our guests.
and easy connecting flight experience is • Delivering competitive schedule depth and
important to our guests. breath on mainline. We need to offer a good
• Exploit potential for profitable growth. range of options for where our guests can fly
We can take full advantage of growth across European and UK destinations on the
opportunities across more locations in Aer Lingus mainline fleet operation.
North America as our fleet grows in • Utilising the franchise model to extend network
response to demand from routes we breadth. To serve even more destinations
currently don’t serve and existing routes than our own mainline fleet allows, we have
that we can serve more frequently. partnership franchise agreements (e.g.
Aer Lingus Regional operated by Stobart Air).

Our Story
We take a look at the history of
Aer Lingus and how the airline has
evolved from modest beginnings to
becoming a leading international airline.
Aer Lingus has a rich heritage that

spans eight decades. Since the Iolar’s
first flight in May 1936, the airline has
grown from carrying five passengers
to eleven million guests today with a
worldwide reputation for friendly staff,
high-quality service, value for money
and innovation.
The 30s and 40s The 50s

Aer Lingus Teoranta was registered as an airline By 1950 almost 200,000
on 22nd May 1936. Teoranta means ‘limited people were flying on
company’. The word ‘Lingus’ is derived from Aer Lingus planes, mostly
the Irish ‘Loingeas’ meaning ‘fleet’. DC3 Douglas Dakotas,
one of the most reliable
The entire Aer Lingus staff of 12 turned out to see
and versatile planes ever
the first Aer Lingus plane.’Iolar’ (meaning eagle)
built, however these were
take off for Bristol. The ‘Iolar’ was the 38th plane
replaced with the arrival
on the Irish Aircraft Register, and was blessed by
of the Fokker F27, and
the Irish Air Corps Chaplain, the Rev W O’Riordan.
the Irish flag on the fail fin was
In January 1940, a new airport was completed at replaced with the now famous
Collinstown and Aer Lingus moved operations to shamrock.
the new centre. Apart from a new DC3 service to
The most important step
Liverpool and an internal service to Shannon, the
forward since the war came when
airlines services was curtailed during World War
Aer Lingus took delivery of a fleet of four
II. By 1st January 1944 the Aer Lingus fleet stood at
ultra-modern Vickers Viscount 707 jet-props.
two de Havillands, the ‘Eire’ and the ‘Sasana’, plus
Services commenced to Lourdes in southwest
a Douglas DC3.
France, and Aer Lingus became a pioneer in the
In 1945 the first Aer Lingus stewardesses went carriage of passengers with disability.
on duty, earning something in the region of
Aerlinte Eireann, originally formed in the 1940s,
4 pounds per week. The travel allowance for
was re-established with a US airline, Seaboard and
passengers, the amount they could take
Western, providing Super Constellations for the
onboard with them, was fixed at £75.
service to New York. On 18th April 1958, the first
service left Dublin and Shannon for New York.
Three flights a week were planned, with daily
flights during the summer months.

The 60s The 80s
Aer Lingus entered By 1983, Aer Lingus had operated an all-jet
the jet age in 1960 fleet for over ten years. A new wholly owned
with Boeing 720s subsidiary, Aer Lingus Commuter, was formed
operating the specifically to replace the jets on the thinner
routes from Dublin routes. Its first aircraft, a Shorts 330, entered
and Shannon to service on routes to Liverpool and Leeds/Bradford.
New York and
In 1986, Aer Lingus celebrated its 50th
Boston and BAC
anniversary and the replacement of the first
1-11s operating on short-haul.
generation 737 jets
With the arrival of the larger Boeing 707 in started with the
1964, new transatlantic routes opened with delivery of two
service from Shannon to Montreal and onward 737-300s. The first
to Chicago commencing in 1966. of a fleet of five
Boeing 737-400s,
By the end of the 60s, the BAC 1-11’s small size
the largest 737 to
prompted the order of two Boeing 737-200s
date with a capacity
specifically for the London route. By the time the
for 156 passengers,
first aircraft were delivered in April, Aer Lingus
entered service in
had decided to standardise on the Boeing 737 for
1989 and the BAC
all its European service and increased the original
1-11s were retired.
order to eight aircraft.
The 70s The 90s

By 1992 Aer Lingus’ entire original 737-200
In 1971, Aer Lingus took delivery of two new
fleet had been replaced and was now the first
Boeing 747 jumbo jets for use on the transatlantic
operator in the world of all three versions of the
routes and in 1974, unveiled a revamped livery
Boeing 737 aircraft.
featuring two new green and blue colours. A new
white shamrock appeared on the fin, provoking By 1994, following the introduction of the ‘Cahill
outrage among the purists. The ‘Irish International’ Plan’ to restructure and address the commercial
title was replaced with a plain bold ‘Aer Lingus’. challenges faced by the airline, Aer Lingus took
delivery of three large new generation twin-
In 1979, Pope John Paul II flew from Rome to
engined Airbus A330s.
Dublin, and later from Shannon to Boston,
on a specially modified Aer Lingus Boeing 747. On 2nd October 1995, the last Aer Lingus Boeing
Aer Lingus was the first airline other than 747 flight took place, after 25 years of service. By
Alitalia that Pope John Paul II ever left Italy on. that time, over eight million people had travelled
across the Atlantic in Aer Lingus ‘Jumbo Jets’.
Aer Lingus introduced its new livery, which
was more of an update of that last one than an
overhaul, in 1996. The livery featured a green top
and a more traditional-style slanted shamrock.
More new generation aircraft from Airbus started
arriving in 1998, this time a fleet of five A321s
primarily for the London services. The transatlantic
network also increased during the 90s with the
launch of services to Newark and Los Angeles.

The 00s The 10s
This was the In 2010, Aer Lingus expanded its codeshare
decade when the agreement with Aer Arann (now Stobart Air)
events of 9/11 and into a full franchise agreement and Aer Lingus
technology changed Regional was born. This was set up to feed into
the way Aer Lingus the Aer Lingus mainline operation, creating
did business with the connectivity opportunities between the Regional
introduction of its and Transatlantic networks.
website www.aerlingus.com, self
Aer Lingus moves to its new home at Dublin
service kiosks and online check-in.
Airport’s new Terminal 2 in early 2011.
Following the attacks of 11th September
In March 2011, Aer Lingus took delivery of a
2001, Aer Lingus’ business was severely reduced.
new A320 aircraft, St Coleman, in a specially
After extensive restructuring of the business,
commissioned retro 1960s ‘Irish International’
the airline returned to profit through a strategy
livery ahead of the 75th Birthday celebrations
of lowering its cost base, updating the fleet with
on 27th May. The celebrations also included the
modern Airbus aircraft, and re-positioning the
‘Iolar’, our first aircraft, fully restored and ready
business model to compete against European
to fly once again.
low-cost carriers.
In 2012, Aer Lingus commenced operations for
In 2005, the last Boeing 737-500 aircraft was
short haul flights in the UK on behalf of Virgin
withdrawn from service, making Aer Lingus an
Atlantic, called Little Red. In 2014, Aer Lingus
all Airbus airline. The following year, Aer Lingus
starts a major contract with Air Contractors to
launched its first scheduled service to the Middle
operate the Boeing 757-200 series aircraft on
East, with direct flights from Dublin to Dubai in
selected transatlantic routes.
the United Arab Emirates and later that year
became a publicly quoted company when it was In 2016, we welcomed two new Airbus 330-300
floated on the Irish and London Stock exchanges. planes which expanded our A330 fleet to a total
of ten. We also increased our B757 fleet from
The open skies agreement between the US
three to four planes in 2017. In 2019, we welcomed
and EU in 2007, provided Aer Lingus with the
four new long range A321neos.
opportunity to grow its long-haul network with
the addition of three new routes to Washington In 2018, we launched two brand new routes,
DC, Orlando and San Francisco. 50 years of Philadelphia and Seattle. In Summer 2019, we
transatlantic flying was celebrated on 28th launched our new route to Minneapolis–St. Paul.
April 2008, an occasion marked at the US The other exciting development in 2019 Aer
Ambassador’s residence in Dublin with special Lingus was the unveiling of its new brand livery,
guests and crew from the original flight attending. more than two decades since the airline’s last
Further expansion continued with the first refresh. The update aims to give the brand a more
new bases outside the Republic of Ireland modern and fresh image as the airline continues
opening at Belfast and Gatwick in the its expansion into the North Atlantic market.
UK and Washington Dulles in the US.
Aer Lingus Regional also took to the
skies significantly increasing the
UK-Ireland presence.

A Day in the Life
In this section, we explain the various functions of the organisation and
some of the key departments across the airline. We meet some of our
people to get an insight on what various colleagues do on a day-to-day basis.
Aer Lingus is one of Ireland’s truly iconic companies. We fly 54 aircraft, and we carry about 12 million
guests safely to their destinations every year. We are a team of 4,000 employees who are passionate
about our brand, our guests and our service. We fly people, not just planes, and we are enormously
proud of our history and our reputation. To familiarise yourself with the various roles and functions
across Aer Lingus, please click on to careers.aerlingus.com and click on the Career Profile videos section.
On the website you will get • Pilot • Maintenance

an insight from some of our • Cabin Crew & Engineering
colleagues speaking about • Head Office • Cargo
their day to day role in the • Baggage Handling • Catering
following areas: • Guest Services • Global Control Centre
• Cabin Appearance

Keeping up-to-speed
In this section, we highlight the importance of keeping up-to-date with
the information required to do your job. This includes an overview of the
communication channels available.
Aviation is fast paced and ever changing – it is vital that all team members
know what is happening within the organisation and beyond. Individual
responsibility is required to ensure when reporting for duty that you make
time to familiarise yourself with any updated or new information.
Includes overview of the following

channels of communication
• Company email
• My Aer Lingus intranet
• Portal
• Daily briefings
• Local newsletters
• Notice boards
• Manager and supervisors


Social Media
Recognising that all of us are using social media more and more to
connect with our friends, families and wider world, Aer Lingus has put
together a set of guidelines to help you understand your responsibilities
as an Aer Lingus employee when it comes to your use of social media.
These guidelines have been drawn up in order to protect Aer Lingus, its
brand and its people, from the risks that exist in the world of social media
(refer to ‘Aer Lingus Internet, Social Media and Email Usage Policy’ available
on company intranet – you will receive access to our Intranet when you
receive your LAN log-in details).
It is important that you familiarise yourself with all

aspects of this policy, in particular the following:
Social media should never be used in a way that breaches any other Aer Lingus policies.
If an internet post would breach any of our policies in another forum, it will also breach them
in an online forum. For example, employees are prohibited from using social media to:
• Breach other aspects of our communications policy;
• Breach our obligations with respect to the rules of relevant regulatory bodies;
• Breach any obligations employees may have relating to confidentiality;
• Defame or disparage Aer Lingus or its affiliates, customers, clients, business
partners, suppliers, vendors or other stakeholders;
• Harass or bully other staff in any way or breach our Respect and Dignity policy;
• Unlawfully discriminate against other staff or third parties;
• Breach our Data Protection Policy (for example, never disclose personal information
about a customer or colleague online);
• Breach any other laws or ethical standards.
Failure to comply with the Aer Lingus policy may result in disciplinary action
and serious breaches may lead to dismissal.

Airline
and Aviation
Information
In this section, we start your immersion into
The following topics
the airline world. Starting with an explanation are covered:
of the aviation industry and where Aer Lingus • Our Fleet
has found its niche, we then introduce you to • Route Network
some of the basics of the airline. The overall • Airport Codes and
Explanations
aim here is to highlight how in many respects • Phonetic Alphabet
the airline business is very unique, but it is this • 24 hour Clock
uniqueness that makes it such an exciting and
diverse working environment.
Aer Lingus Pre-course Workbook 2021 Airline and Aviation Information 13

Understanding our Industry
In this section, we explore the airline industry, the commercial
challenges that face airlines, as well as the fundamentals of our business
model and how we ensure the success of Aer Lingus going forward.
Our Business Model

Aer Lingus has evolved its business model over the decades. Previously, we were positioned
as a full service carrier. We operated under this model right up until the early 2000s.
With huge challenges facing airlines in the aftermath of 9/11, airlines had to make drastic
changes for survival. Aer Lingus was no exception and adopted a low fares business model
and re-positioned the Aer Lingus brand in an effort to change perceptions of the flying public
by promoting low fares, aerlingus.com and some elements of superior quality.
The low cost airline model, however, was unsustainable for Aer Lingus and in 2007, we moved
to a value carrier model, offering competitive fares with high-quality product and service
experience. This model is the one which Aer Lingus continues to operate under today and
has yielded successful business results and profits.
Our Industry and our Competitors

The airline industry is fiercely competitive. Our model as a value carrier is one which many
other airlines are starting to copy– with formerly full service airlines now starting to un-bundle
and formerly no-frills airlines now realising the benefits of enhancing their guest service offering.
What does this mean for Aer Lingus? It means the ‘middle ground’ we enjoyed for many years is
now starting to get squeeze by other airlines following suit. It means we have to fight harder to
stay competitive and relevant for the flying public.
Delivering a Smarter Travel Experience

As Aer Lingus continues to grow within the value carrier model, we continually seek ways
to strengthen our offering. In 2015, Aer Lingus launched a new brand positioning with our
tagline ‘Smart flies Aer Lingus’.
What does this mean? It means we need to promote and build awareness among the
flying public on why Aer Lingus is the smarter travel choice: notably for value, convenience,
consistency and seamlessness. With the recent adoption of fresh, modern advertising, social
media activity and internal programmes to move Aer Lingus from ‘Good to Great’, we look
to maintain relevance for the modern-day smart flyer to select Aer Lingus as their airline
of choice.

Our Fleet
The Aer Lingus Mainline Fleet
Short Haul
A320
These narrow-body
EI-AER
aircraft are used

A320-200
solely for short haul

flying.
A321
The cabin is a 3–3 seating
configuration with leather seating.
A321-200 EI-AER
Long Haul
These aircraft are used
primarily for long haul A330-300
flying, although they
may occasionally be A330-300 EI-AER
used for short haul

routes, too.
Airbus 330
There are two variations: the A330-
300 and the A330-200, both of which
A330-200
have two classes: Business Class and
Economy Class, with fabric seating
in both classes. In Business Class, we A330-200 EI-AER
have all forward-facing seats in three

different configurations. The A330-
300 the cabin features 30 seats, while
the A330-200 features 23 seats, all of
which recline to a fully lie-flat bed
position. In Economy Class, the seating
configuration is 2–4–2. There are
B757
currently ten A330’s in our fleet.
Boeing 757
These aircraft are used for long haul
B757-200 EI-AER
flying. They have two classes: Business

Class and Economy Class, with fabric
seating in both classes. In Business
Class, we have all forward-facing
seats in three different configurations.
In Economy Class, the seating A321 Neo
configuration is 3–3. We currently
have four 757’s in our fleet. St Name
EI-XXX
Neo
We took delivery of four new
A321neos in Summer 2019.

The Aer Lingus Regional Fleet
Aer Lingus Regional services, operated in conjunction with

our partner Stobart Air operate low demand routes between
Ireland the United Kingdom and France using ATR aircraft
which feature a 2–2 seating configuration.
St Name EI-XXX
TOPIC – Seats & Cabin
For further information on the seats and cabin features of our fleet,
refer to aerlingus.com
• Click on Experience Aer Lingus
• Click on Seats and Cabin within the Onboard Features section
AC TIVIT Y 1
Refer to the above website and fill in the following:
a) The four different seating options available on flights within Europe:
b) The three different seating options available on transatlantic flights:

Our Route Network
142 INFLIGHT
Explore the
world with us
Juneau
Juneau
Anchorage
Juneau
Aberdeen
etchikan Ketchikan
Glasgow
Edinburgh
Edmonton Edmonton
Donegal
Belfast
Newcastle
Saskatoon Leeds Bradford

Isle of Man Doncaster
Knock Hamburg
Manchester
chikan
Dublin
Calgary Shannon London Amsterdam Berlin
Saskatoon Regina
Kerry Cork
Birmingham
London City London
Heathrow Southend
Winnipeg Cardiff
Vancouver
Düsseldorf
Victoria
Edmonton
Bellingham
Kalispell
Missoula
Thunder Bay Newquay Bristol London
Gatwick Brussels
Wenatchee St. John’s Southampton
Seattle Spokane Great Falls Quebec Exeter Prague
Pasco Frankfurt
Pullman Fargo Duluth Moncton
Fredericton
Yakima Walla Walla Montreal
Belgrade Billings Jersey
Ottawa Paris
Portland Stuttgart
Calgary Redmond
Saskatoon
Minneapolis–St Paul Traverse Burlington
Halifax
Munich Vienna
Regina
Eugene Boise Toronto Syracuse Portland ME Rennes
Milwaukee
Grand Rapids Albany
Budapest
Sioux Falls Madison Buffalo
Zurich
Rochester Nantes
Medford
Cedar Rapids Detroit Boston
Chicago Hartford Hyannis Geneva
Cleveland Nantucket
Salt Lake City Omaha Pittsburgh Martha’s Vineyard Venice
Winnipeg
Providence
Des Moines Fort Wayne Akron Canton
Vancouver Reno
Denver
Kansas City Indianapolis
Dayton Columbus Harrisburg
Newark New York JFK
Philadelphia Bordeaux
Lyon Milan
(Malpensa) Verona
Sacramento Cincinnati Baltimore Milan
Bellingham Calgary Santa Rosa

Oakland
St Louis Washington (Dulles) Thunder Bay Nice
(Linate) Bologna Pula
Victoria Kalispell
San Francisco Regina Wichita
Springfield
Louisville
Lexington
Washington (National)
Richmond Toulouse
Montpellier Pisa Split
Missoula
San Jose Greensboro Norfolk Santiago de Perpignan
Fresno Marseille
Wenatchee
Las Vegas Bilbao Bourgas
St. John’s
Nashville Raleigh–Durham Compostela
Knoxville
Seattle
Monterey Tulsa
Dubrovnik
Spokane San Luis Obispo Great Falls Oklahoma City
Memphis Greenville
Charlotte
Quebec
Winnipeg
Rome
Santa Barbara Los Angeles
Vancouver
Barcelona
Pasco Pullman Burbank Ontario
Little Rock Atlanta Columbia Naples
Moncton
Fargo
Phoenix
Long Beach
Santa Ana
Palm Springs
Dallas
Duluth Madrid
Bellingham San Diego Tucson
(Fort Worth) Charleston
Thunder Bay Fredericton Corfu
Yakima Walla WallaKalispell El Paso Savannah Montreal Palma
Victoria Belgrade Billings Tallahassee Lisbon
Wenatchee Missoula Austin Houston

New Orleans Jacksonville
Ottawa Alicante Izmir
Seattle Portland
Pensacola Gainesville Athens
St. John’s
Spokane Great Falls San Antonio
Minneapolis–St Paul
Orlando
Malaga
Murcia
Quebec Catania
Halifax
Pasco
Redmond Pullman
Tampa
West Palm Beach Traverse Faro Burlington
Fort Myers FargoFort Lauderdale
Duluth Moncton
Eugene Toronto Fredericton
Walla WallaBoise
Miami
Yakima Milwaukee Syracuse
Montreal Portland ME
Belgrade Billings Key West
Honolulu Grand Rapids Ottawa Albany Madison
Portland Kahului
Buffalo
Sioux Falls
Medford Minneapolis–St Paul Traverse Rochester Halifax
Redmond Cedar Rapids Detroit Burlington Boston
Chicago Hartford Hyannis
Eugene Boise Milwaukee Toronto
Cleveland Syracuse Nantucket
Portland ME
San Juan
Salt Lake City Omaha Grand Rapids Pittsburgh Albany

Aguadilla
Providence Martha’s Vineyard

Madison
Ponce
Sioux Falls Des Moines Fort Wayne Akron Buffalo

Canton Lanzarote
Fuerteventura Rochester Newark New York JFK
Tenerife
Medford
Denver Cedar Rapids Detroit Columbus Harrisburg
Dayton Gran Canaria Boston
Reno Kansas CityChicago Indianapolis Hartford PhiladelphiaHyannis
Sacramento Cleveland
Cincinnati Baltimore Nantucket
Salt Lake City Omaha Pittsburgh Providence Martha’s Vineyard
Santa Rosa Des Moines St Louis Fort Wayne Akron Canton Washington (Dulles)
Oakland Newark New York JFK
Wichita Louisville Dayton Columbus Harrisburg
Denver Washington (National)
San Francisco
Reno Kansas City Indianapolis Lexington Baltimore Philadelphia
Richmond
Sacramento Springfield Cincinnati
San Jose Fresno Greensboro Norfolk
Las Vegas St Louis Nashville Washington (Dulles) Raleigh–Durham
Santa Rosa Tulsa Knoxville
MontereyOakland
Wichita City
Oklahoma Louisville Washington (National)
San Francisco
San Luis Obispo Memphis Lexington Greenville Charlotte
Springfield Richmond
San Jose
Santa BarbaraFresno Los Angeles Little Rock
Greensboro Norfolk
Burbank Las Vegas Nashville Atlanta
Ontario Knoxville Columbia
Raleigh–Durham
Monterey Phoenix Tulsa
Long Beach Palm Springs Oklahoma City
Santa Ana Dallas Charlotte
San Luis Obispo Memphis Greenville Charleston
SanAngeles
Diego (Fort Worth)
Santa Barbara Los Tucson
Little Rock
Burbank Ontario El Paso Atlanta Columbia
Phoenix Savannah
Long Beach Palm Springs Tallahassee
Santa Ana Dallas
Austin (FortHouston
Worth) New Orleans Jacksonville
San Diego Tucson Charleston
Pensacola Gainesville
El Paso Savannah
San Antonio Tallahassee Orlando
Austin New Orleans Jacksonville
Houston Tampa
Pensacola Gainesville West Palm Beach
Fort Myers Fort Lauderdale
San Antonio Orlando
Tampa Miami
West Palm Beach
Key West
Fort Myers Fort Lauderdale
Honolulu
Miami
Kahului
Key West
Honolulu
Kahului
San Juan
Aguadilla
Ponce
San Juan
Aguadilla Tenerife
Ponce
Tenerife Gran C
Gran Canaria
*Route map based off 2019 schedule.

Our Route Network
INFLIGHT 143
We fly to more than 100 Save time with US Preclearance Aer Lingus European
and North American network
destinations across the US, You’ll clear US immigration in
Aer Lingus Regional routes
Canada, Europe, the UK and Dublin or Shannon Airport before (Operated by Stobart Air)
Ireland. We’ve also got a great you board your flight with us to Aer Lingus Regional and mainline routes
partnerships with JetBlue, British the US. That means arriving in
Aer Lingus partner destinations (Operated
Airways and many more airlines the US as a domestic passenger by Flybe, for routes via Dublin to North America)
to connect you to even more and avoiding those immigration Aer Lingus partner destinations (American
destinations. Where’s next on queues. Airlines, Air Canada, Alaska Airlines,
your travel wishlist? Jetblue, United Airlines and WestJet)
Aberdeen
Aberdeen
Glasgow
Edinburgh
Glasgow
Edinburgh
Donegal Newcastle
Belfast
Donegal Newcastle
Leeds Bradford
Belfast Isle of Man
Doncaster Hamburg
Knock Leeds Bradford
Manchester
Dublin Isle of Man Doncaster
Amsterdam Hamburg
Berlin
Shannon Knock Manchester
London
Dublin Birmingham London City London
ShannonCork
Kerry London Amsterdam Berlin
Birmingham
Cardiff Heathrow Southend
Cork London City London
Kerry Düsseldorf
Newquay Cardiff Bristol Heathrow LondonSouthend
Brussels Düsseldorf
Newquay Southampton Gatwick
Exeter Bristol
St. John’s London
Brussels Frankfurt Prague
n St. John’s Southampton Gatwick
Exeter Prague
Frankfurt
oncton Jersey Paris
n Stuttgart
ifax Jersey Paris Vienna
Rennes Stuttgart Munich
Halifax
Vienna Budapest
Rennes Zurich Munich
Nantes Budapest
Zurich
Nantes Geneva
Geneva Venice
Lyon Milan
(Malpensa) Verona Venice
Lyon Milan
Bordeaux Milan
(Malpensa) Verona
(Linate) Bologna Pula
Bordeaux Milan
Montpellier Nice (Linate) Pula
Toulouse Pisa Bologna Split
Perpignan
Montpellier Nice
Santiago de Toulouse Marseille Pisa Split
Compostela Bilbao Bourgas
Santiago de Perpignan
Bilbao Marseille Dubrovnik
Compostela Bourgas
Rome Dubrovnik
Barcelona
RomeNaples
Barcelona
Madrid Naples
Madrid
Palma Corfu
Lisbon Palma Corfu
Lisbon Alicante Izmir
Athens Izmir
Alicante
Murcia
Catania Athens
Malaga Murcia
Malaga Catania
Faro
Faro
Lanzarote
Tenerife Lanzarote
Tenerife Fuerteventura
Fuerteventura
Gran Canaria
Gran Canaria
Route map correct at time of print.

Our Route Network
144 INFLIGHT
Connections to Middle
East & Australasia
London
Dublin Heathrow
London
Dublin
Heathrow
Dubai
Abu Dhabi
Sydney
Melbourne
You can book flights from Dublin to the Middle East Aer Lingus routes via Abu Dhabi (Operated by our
codeshare partner Etihad Airways)
and Australia at aerlingus.com with our codeshare
Aer Lingus routes via London Heathrow (Operated
partners, British Airways and Etihad Airways.
by our codeshare partner British Airways)

Airport Codes and Explanations
All airports around the world are identified by a three letter IATA
code. These codes are used to identify airports and they are also used
in timetables, baggage tags, tickets and Airline and Global Reservations
Systems. The table below lists some of the airport codes for the various
countries within the Aer Lingus route network.
Country City/Airport Name IATA Airport Code
Austria Vienna VIE
Barbados Barbados BGI
Belgium Brussels BRU
Bulgaria Bourgas BOJ
Canada Toronto YYZ
Croatia Pula PUY
Split SPU
Czech Republic Prague PRG
Denmark Copenhagen CPH
France Paris – Charles de Gaulles CDG
Bordeaux BOD
Nice NCE
Lyon LYS
Toulouse TLS
Marseille MRS
Rennes RNS
Perpignan PGF
Nantes NTE
Germany Dusseldorf DUS
Frankfurt FRA
Berlin TXL
Hamburg HAM
Munich MUC
Stuttgart STR
Greece Athens ATH
Hungary Budapest BUD
Ireland Dublin DUB
Cork ORK
Shannon SNN
Kerry KIR
Knock NOC
Donegal CFN
Italy Rome FCO
Verona VRN
Milan – Malpensa MXP
Milan – Linate LIN
Naples NAP
Venice VCE
Bologna BLQ
Catania, Sicily CTA
Morocco Agadir AGA
Netherlands Amsterdam AMS
Northern Ireland Belfast BHD

Country City/Airport Name IATA Airport Code
Poland Warsaw WAW
Krakow KRK
Portugal Faro FAO
Lisbon LIS
Porto OPO
Spain Barcelona BCN
Madrid MAD
Malaga AGP
Alicante ALC
Fuerteventura FUE
Lanzarote ACE
Gran Canaria – Las Palmas LPA
Tenerife TFS
Santiago de Compostela SCQ
Palma Majorca PMI
Ibiza IBZ
Switzerland Geneva GVA
Zurich ZRH
Turkey Izmir ADB
United Kingdom London – Heathrow LHR
London – Gatwick LGW
London – City LCY
London – Southend SEN
Manchester MAN
Birmingham BHX
Liverpool LPL
Newcastle NCL
Southampton SOU
Bournemouth BOH
Exeter EXT
Newquay NQY
Jersey JER
Bristol BRS
Cardiff CWL
Doncaster DSA
East Midlands EMA
Leeds Bradford LBA
Blackpool BLK
Isle of Man IOM
Aberdeen ABZ
Inverness INV
United States New York – John F Kennedy JFK
Newark EWR
Boston BOS
Hartford BDL
Chicago ORD
Miami MIA
Minneapolis–St. Paul MSP
Orlando MCO
Philadelphia PHL
San Francisco SFO
Seattle SEA
Los Angeles LAX
Washington–Dulles IAD

Airline Codes
Each Aer Lingus flight is allocated a flight number prefixed by the letters EI.
EI is the code for Aer Lingus operations. Each airline has a unique letter
code (usually two or three letters), which distinguishes it from other airlines.
In each case the letter code is used as a prefix to the airline flight number.
For example, EI 522 is a typical Aer Lingus flight number. BA 0805 is a
typical British Airways flight number. Sample Codes are:
CODE AIRLINE CODE AIRLINE
EI Aer Lingus LA LanChile

RE Stobart Air QF Qantas
(Formerly Aer Arann)
DL Delta Airlines
BE FlyBe
FR Ryanair
B6 Jetblue
LH Lufthansa
BA British Airways
SK SAS
AA American Airlines
LX Swiss
AZ Alitalia
WX Cityjet
CX Cathay Pacific
EY Etihad
AY Finnair
VS Virgin Atlantic
IB Iberia
UA United Airlines

Phonetic Alphabet
The phonetic alphabet is used internationally within aviation. This is
in order to avoid misunderstandings between sounds of the alphabet.
The letters of the alphabet are used to identify aircraft registrations.
Under international law all aircraft in Ireland are registered as EI.
The first two letters signify the country in which the aircraft is registered. In Aer Lingus, aircraft
are identified by using the Phonetic Alphabet sounds for the last two letters of the aircraft
registration eg. the A330 aircraft registered EI–DAA is identified as Alpha, Alpha.
FULL PHONETIC ALPHABET
A Alpha N November
B Bravo O Oscar
C Charlie P Papa
D Delta Q Quebec
E Echo R Romeo
F Foxtrot S Sierra
G Golf T Tango
H Hotel U Uniform
I India V Victor
J Juliet W Whiskey
K Kilo X X-ray
L Lima Y Yankee
M Mike Z Zulu
Common Language
English is the required language for communication by all crew
members on Aer Lingus flight operations. This includes pre flight
briefings and commands. All training and manuals will be in English.
For safety reasons, cabin crew members whose first language is not English must meet, as a
minimum, the English language requirements of ICAO Annex 1, Level 4, so that they can comfortably
fulfill the duties assigned to them. This proficiency is determined at the recruitment stage by the
Human Resources department and by Cabin Crew Instructors during the New Entrant Cabin Crew
training course. It is important that conversations and messages, which relate to aircraft operations,
are always in English, even when the cabin crew member’s native language is different.

24 Hour Clock
When using the

24-hour clock times:
• Do not write am/pm.
• Always use 4 digits.
• No dots between hours
and minutes.
All airlines operate using the 24-hour clock.

For example:
7.05am is 0705 7.05pm is 1905
1.00am is 0100 3.00pm is 1500
6.30am is 0630 9.45pm is 2145
12.00 midday is 1200 12.15 midnight is 0015
Staff should be familiar with the use of the 24-hour clock.

B OA R D I N G PA S S
Pas s e nge r Electronic S eq N o.

FIRSTE/ADULTE 05324319101074 7
Fro m
DUBLIN DUB TML 2 PRIORITY BOARDING
to
NEW YORK JFK JFK TML 5
Fligh t N umber Date Dep arting S ea t B o a rding
EI105 20 AUG 10:50 23A 10:20
Travel Information
Travel Documents: You must have all required travel documents with you.
Checked Baggage:
Europe Bag Drop for all short-haul flights opens 2½ hours before departure.
USA Economy: Bag Drop on all long-haul flights opens 3 hours before departure.
USA Business: Bag Drop available 3½ hours before departure.
Overnight Check-in is available for short-haul flights departing before 08:00 form Dublin between 16:00 and 20:00 the
previous day.
Cabin Baggage only and holding a boarding pass: Proceed directly to boarding gate.
Cabin Baggage Allowance:
One piece within the size limits of 55 x 40 x 25 cm and a maximum wieght of 10kg/22lb. In addition, you may carry one
personal item within the size limits of 25 x 33 x 20cm which must be stowed under the seat infront of you.
AerClub Concierge, Platinum & Silver members, Business Class or Flex Fare Customers: Additional personal item allowed
eg. slim line laptop bag.
Aer Lingus Regional: One piece within the size limits of 48 x 33 x 20cm and a maximum weight of 7kg/15lb
MAX 63KG IN 3 BAGS
Travel will be refused if you arrive late at the gate.
AC TIVIT Y 2
From the web boarding pass above, find the following information:
What’s the guest’s first name?
Where are they travelling from/to today?
What time does the flight leave at? (24-hour format)
What does their boarding pass state as their cabin baggage allowance?

AC TIVIT Y 3
From the mobile boarding pass above, find the following information:
What is the guest’s surname?
What time do they arrive into London Heathrow?
What is their flight number?
What seat are they in?

Airline Terminology and Abbreviations
This section sets out the various terminology and airline jargon
that new entrants will hear on a daily basis and with which you
should be familiar.
Airport Terminology
The term used to refer to a passenger on Aer Lingus
Guest
from a service perspective
Coupon Portion of a flight booking, which is valid for a particular flight
Boarding Pass A document issued to a guest to board the aircraft
Double Sector Flight A flight with a stop-over before reaching its final destination
Transit Airport The airport where this stop-over occurs
A guest on a double sector flight who must disembark or remain

Transit Guest
onboard at the transit airport before continuing on to their final destination
A guest who fails to show for the flight on which they are
No-show Guest
booked/checked-in
A guest who is unable to get a confirmed reservation for a

Standby Guest
particular and is waiting at the airport for a vacant seat
Special fare not available to the travelling public, normally reserved

Rebate Ticket
or airline staff and qualified relatives/companions
Airbridge/Jetway Mobile mechanical link from the terminal to aircraft door
Gate Point of embarkation and disembarkation of guests
The area past security screening – restricted to those with valid boarding
Airside
passes or personnel with a valid airside ID pass
The area of an airport between the place of check-in/arrivals

Landside
and security screening
The concrete area adjacent to the terminal buildings of an airport

Apron (Ramp)
where aircraft are parked on stand
Offload An item or guest, which is removed from the aircraft
The person responsible for liaising between ground personnel, flight crew
Ramp Agent/Redcap
and cabin crew, to co-ordinate the departure of a flight
Runway The long concrete strip used by aircraft for take-off and landing
Taxiway Connecting area between the apron (ramp) and the runway

Onboard Terminology
Forward Towards the nose of the aircraft
Aft Towards the tail section of the aircraft
Air Operator Certificate A certificate authorising an operator to carry out specified

(AOC) commercial air transport operations
A flashing red light on the aircraft fuselage which is switched on when the aircraft
Anti-collision Beacon
is moving or about to move, to alert other vehicles and personnel
Articles, other than stores and spare parts, of removable nature including first-aid
Aircraft Equipment
and survival equipment, for use on board and aircraft during flight
A flight which comprises more than the minimum number required for the operation
Augmented flight
of the aircraft and in which each flight crew member can leave his/her post and be
Crew/Relief Crew
replaced by another appropriately qualified flight crew member
Banking Having one wing of an aircraft higher than another while making a turn
Bulkhead A partition wall inside an aircraft
Hold The stowage area beneath the cabin
In relation to Commercial Air Transportation, any property,including animals

Cargo
and mail, carried by an aircraft other than stores and accompanied baggage
Charter Flight A revenue flight, which is not operated on a regular, published schedule
Articles or substances which are capable of posing significant risk to health,

Dangerous Goods safety or property when transported by air and which are classified according
to IATA and European regulations
Ditching The aircraft makes an emergency landing on water
Drag The force hindering forward motion of an aircraft, directly opposing thrust
Drill A sequence of actions which must be strictly adhered to
A formal authorisation issued by the Authority providing relief from

Exemption
part or all of the provisions of EASA
Fuselage External framework of an aircraft
Galley The kitchen area of an aircraft cabin. Each galley has a number (e.g. G7/G6A)
Landing gear The undercarriage (wheels) of an aircraft
Master Minimum A list prepared by the manufacturer, which provided for the operation of aircraft,
Equipment List (MMEL) with particular equipment inoperative, as approved by the certification authorities
Nose Wheel The part of the undercarriage directly underneath the nose of the aircraft
The name given to the open spaces where galley stores are loaded. Each OPE
OPE (Opening)
has a number so that catering supplies/stocks can be correctly loaded
A list prepared by the operator, which provides for the operation of aircraft,
Minimum Equipment List
subject to specified conditions, with particular equipment inoperative, in
(MEL)
conformity with, or more restrictive than the MMEL established for the aircraft type.
Access to the cockpit restricted, access only authorised for essential safety
Sterile Cockpit
related information
Driving the aircraft from the apron/ramp to the runway before take-off or
Taxiing
from the runway to the apron/ramp after landing

A–Z of Abbreviations
A/C Aircraft
ETA Estimated time of arrival – when the flight is expected to arrive
ETD Estimated time of departure – when the flight is expected to depart
STD Scheduled time of departure – according to the timetable
STA Scheduled time of arrival – according to the timetable
ATA Actual time of arrival – the time the aircraft is ‘on chocks’
ATD Actual time of departure – the time the aircraft is ‘off chocks’
ASAP As soon as possible
LT Local time
SSR Special service requirement
SPML Special meal
TBA/TBN To be advised/To be notified
TOB The total number of guests on board a flight
FQTV Frequent traveller
Unserviceable/cannot be used e.g. when equipment onboard the

U/S
aircraft is not usable or working
FTJ Failed to join – a guest who has missed their flight
IATA International Air Transport Association
IAA Irish Aviation Authority
OPS Operations
CCM Cabin Crew Member
SCCM Senior Cabin Crew Member
CSM Cabin Services Manager
PIC Pilot in Command – refers to the captain of a flight
FO First Officer/Co-pilot
INF Infant
YP Young (Passenger) Guest – between the ages of 12 and 16
PIL (Passenger) Guest Information List
Able-bodied person – those eligible to sit at an emergency exit row, fully mobile and
ABP
able to assist in emergency situations such as operating exit doors and evacuation
PRM (Passenger) Guest with Reduced Mobility
Passenger with reduce mobility PRM, some impairment in mobility

WCHR
but can walk on/off aircraft
WCHS PRM more heavily impaired in mobility, but can move about with some assistance
WCHC PRM unable to cover distances unassisted – Lift on/off aircraft
AVI Live animal
SSK Self-service Kiosk

A–Z of Abbreviations (Continued)
BSM Baggage Sort Message
CBP Customs and Border Protection (for United States)
BILS Baggage Imaging and Location System
ART Annual Recurrent Training
DL Deferred defects list
DEST Destination
ETOPS Extended twin-engine operations
EU-OPS Regulations governing Flight Operations within EU member states
Familiarisation flight where a cabin crew member operates

FAM
a working number but not as one of the required crew
INCAD Incapacitated Guest Advice Form
MEL Minimum Equipment List
OPS Operations
POS/PY Positioning crew
PA Public Address (announcements)
SEP Safety and Emergency Procedures
SOP Standard Operating Procedures
SPML Special Meal
Supernumery/extra cabin crew member, additional

SNY
to the normal operating crew complement
TECH/INOP Technically unserviceable
U/S Unserviceable
Note:
While the above terminology and lingo is used on a daily basis among colleagues within the aviation industry/airline,
we must refrain using such terminology with our guests. Using terminology they do not understand makes matters
confusing for them and adds unnecessary hassle to their travel experience, so we favour the every-day word when
relaying airline operational information on to our guests except in the case of standard airline terminology which is
commonly used with the flying public.

Aircraft Terminology
It is vitally important, when communicating with the flight crew that
you can accurately describe what you see, be especially careful about
LEFT and RIGHT. The LEFT and RIGHT side of the aircraft is always
referred to when the aircraft is in the forward facing position.
Engine configuration
Engines are always numbered from left to right.

Aircraft Flying Controls
The elevators move up and down to change the
Elevators
aircraft pitch attitude.
Ailerons are used to roll the aircraft into bank angles

Ailerons
to enable it to turn.
The rudder enables the aircraft to yaw, forcing the tail

Rudder
to move from left to right.
The stabiliser allows the pilot to trim the aircraft to

Stabiliser
maintain a climb, cruise or descent pitch attitude.
Trailing & Leading The flaps are used for takeoff and landing to increase lift,
Edge Flaps allowing the aircraft to fly at slower speeds.
Spoilers are used as speed brakes to reduce lift on both wings

Spoilers & Speed allowing the aircraft to descend faster without increasing airspeed.
Brakes Speed brakes are used on the ground at touchdown to dramatically
reduce the lift during landing.

Phases of Flight
Engine power is increased to take off power. This forces the aircraft
Take-off to accelerate down the runway. At a specific airspeed the aircraft is
rotated [nose up] in order to start its climb.
With a positive rate of climb the landing gear is selected up. A little later
Initial Climb the flaps are selected up as the aircraft starts to accelerate to the higher
speed. A lower engine power [climb power] is selected at this time.
As the climb continues into the cruise, a further reduction in the engine
Climb and Cruise
power takes place until cruise power is achieved.
At the top of descent the engine power is reduced to ‘flight idle’

[a lower setting]. The aircraft and the cabin altitudes start to descend.
Descent Speed brakes may be selected during the descent to maintain descent
rate without increasing speed. They deploy on top of the wings and will
cause a slight vibration while they are deployed.
During the approach engine power will increase together with

flaps being selected out. There might be several flap selections until
Approach
approach/landing flap is achieved. Just prior to landing the landing
gear is selected down.
On touchdown the speed brakes extend and reverse engine power

is selected [reverse thrust]. As the aircraft slows down, braking is
Landing and Taxi
continued with brakes being applied. The aircraft then taxies
onto its assigned stand.

Our
Guests
Our Guest Philosophy

Why we see Guests
At Aer Lingus, we don’t see those who travel with us as
passengers or customers – they fly with us as Guests.
When we speak of Guests, we think about people we want to serve – and serve well –
not faceless transactions or logistical processes. It is important we speak a common language
when it comes to how we refer to those who choose to fly with us. It’s about a mind set…
While we may be familiar with other terminology, below sets out why we take the lead
from best practice in the airline and hospitality sectors to adopt a guest philosophy.
Think of how you would like to be treated when you fly?

As a passenger, you are merely being transported from point A to point B.
You are seen as a seat number or one of many in a faceless queue. This lacks the personal touch.
As a customer, you are only as valuable as your share of wallet. Someone who pays for a service
or product that is simply delivered as expected. This lacks a sense of loyalty and recognition.
As a guest, you are elevated from a transaction or a number to a person whose presence is valued.
You can expect to be warmly greeted and cared for throughout your journey. The word in itself
indicates a higher level of quality and service over other airlines.
Our guest segments

It is important for us to understand the varied needs of our many guests who travel with us.
By understanding their motivations and needs, we can provide a more personal and
appropriate service.
Our guests expect us to know who they are and what they want. So, to help us identify these
guests and what’s important to them, we have broken the guest base into four key segments.
Aer Lingus Pre-course Workbook 2021 Our Guests 34

While we cannot generalise and look to fit each individual guest into a ‘category’,
the following segment profiles acts as a starting point to guide us on the key
market demographics who typically fly with Aer Lingus:
Family Harmony
Short Break These are guests who
Optimisation like hassle-free travel
with their kids – both
These guests have young and teens – often
limited time but want taking a one or two
to make the most of week break in the year. They value the
it. They typically travel ease of travel and the ability to sit together
for short breaks and as a family. In previous research studies,
will often consider other competitors, Aer Lingus has been described as ‘family
meaning there is an opportunity to friendly’, so the Aer Lingus Marketing team
retain and attract these guests by actively targets families to grow our share of
this segment.
promoting the benefits of
Aer Lingus to them.
“Price does not always dictate the
“I would consider the location airline choice, I would consider a
of the airport so it doesn’t eat slight premium to fly with Aer Lingus
into my holiday time.” for security and peace of mind.”
GUEST QUOTE GUEST QUOTE
Personal Business Status

Discovery
The business market is
This guest is likely an important segment
to travel to a range due to travel frequency
of destinations, and their close-in
sometimes using their booking patterns.
networks of friends Business guests
and family abroad, looking mostly to long- relish status, recognition and good service.
haul destinations. This includes the Far East, Their time is critical, so speed, efficiency,
Australia and throughout North America. schedules, punctuality and airport location
The group is typically made up of younger are important to them. A loyalty scheme
couples as well as older couples making that rewards their travel is also key. Through
the most of their retirement. This is why innovative pricing and product bundles we can
codeshare and interline relationships with develop and grow our share of this segment.
other airlines
are a key part of the Aer Lingus growth
strategy. These guests are also more likely “I expect that cabin crew know
to place a higher value on inflight comfort I am a frequent flyer, whether I
and service.
am travelling on Business or on a
“I want to get the most out of life personal capacity with my family,
and explore the world.” and they acknowledge it.”
GUEST QUOTE GUEST QUOTE

Our Guest Journey
The below map sets out the end-to-end Aer Lingus guest journey.
2 u n d e r s ta n d i n g o u r c u s to m e r s
The guest journey

BOOKING/PREPARATION AIRPORT (DEPARTURE)
Website
Mobile App
Guest Care
1 2 3 4 5 6 7
Call Centre Self Service Podium Check-in/ Ticket Desk Carry-on Aer Lingus Boarding
Social Media Kiosks (Meet & Greet) Bag Drop Bag Check Lounge Gate
and Email
Moments of Truth
In 1986 Jan Carlzon,
the former president of
Scandinavian Airlines,
“I love when the check-in agent, despite being
wrote a book entitled very busy with a long, long queue of people in
‘Moments of Truth’. In front of them, makes the full effort to make me “The calming and courteous
it, Carlzon defines these “Great service for
moments of truth as:
feel important and like the first guest they’ve attitude of Aer Lingus staff
Any time a guest comes
me is when dealt with that day. Thanking me for waiting lessens the stress for us when
into contact with any a thoughtful when I’ve just come out of a long queue, using it comes to boarding our flight.
aspect of our business, staff member
however remote, is an
my name, asking about my day while they’re While they run the boarding
opportunity to form
sees me busy typing or tagging process with absolute precision,
an impression. He was looking slightly away – these are all making sure that everyone in coming through in
referring to those moments confused on where the touches that the correct zones, they never make you feel like
in which important brand
impressions are formed and
to go and approaches me to offer help make a mundane you’re getting in the way or being herded through.
where there is significant rather than me having to go to them… process into a Even if I’m one of the last to the gate, they always
opportunity for guests to This gesture confirms for me that staff special interaction welcome me with a smile and address me by name
experience good or bad
genuinely care about me having an with friendly and when wishing me a pleasant flight.”
emotions .
easy journey through the check-in area fantastic staff!”
We have identified the key
‘Moments of Truth’ in our
and don’t just see their role as purely
guest’s journey, from the directing people left or right.”
instant they step into the
airport, right through to
when they arrive at their
destination.
aer lingus service standards 3
ON BOARD AIRPORT (ARRIVAL)
8 9 10 11 12 13 14 15
Welcome Boarding Inflight Bia/Meal Goodbye Meeting Flight Arrivals/
On Board Process Announcements Service Flight Connections Baggage
Tracing
“Whether I’m flying

“The true meaning of Irish
“It never fails to impress long haul and
hospitality absolutely shines
me when Aer Lingus enjoy a nice
through when you see how
crew recognise me free meal, or “Aer Lingus crew know how to leave you feeling with a
much of a special effort
as a valued Gold if I’m buying a lasting impression when you leave the plane – beaming
Aer Lingus crew make when
Circle member – bite to eat on smiles, adding the personal touch when saying farewell
it comes to making a fuss of
it’s like stepping into a short-haul flight, to everyone, and no matter how long or busy their day
children. You can see how they
your local when you Aer Lingus crew always know how to has been, they always make you feel that it was their
appreciate the importance of
get a greeting like “Good to see you again enhance your enjoyment to make your pleasure to look after you on board.
first impressions and not only
Mr Cole”. They also seem to intuitively dining experience feel less like airplane They know that a strong finish
does it make me very happy as
understand what I want – whether food and more reminiscent of the is every bit as crucial as a
a parent, but you can see how
that’s to be left to work away without service you’d receive at a restaurant. strong start – a sure way to
those around me appreciate
interruption, when I fancy a bite to eat or As experts in retail, they also know how keep people wanting to come
this authentic display of
even when they make a special fuss of me to tempt me to browse their Boutique back for more.”
genuine care and
and my travel companions who are always range and leave me with the feel-good
friendliness.”
impressed to be extended the same special factor about my purchases!”
care that I receive as a frequent flyer.
Always a great ego boost!”

Cultural Awareness
Our vision is to be a leading carrier. To make this happen we want
travellers from around the world to fly Aer Lingus. This then requires a
whole new skillset as we need to understand these guests’ cultures and
values. It is crucial that we respect how cultures differ to our own – just
as we would want them to respect our culture and values – and that we
interact with them in a courteous and respectful manner. Here are some
suggestions to help you understand, respect and interact with people
from different cultures.
Always use the guests’s

Be aware of cultural name. If you’re not sure
taboos. Words, expressions, how to pronounce it, ask the
general body language and guest “am I pronouncing Different cultures view personal
gestures that we consider your name properly?” space differently. Be aware
to be normal may be of this. The easiest thing is to
viewed by other cultures position yourself so that the
as unacceptable or rude. guest can place themselves at
whatever distance they feel
comfortable with.
Don’t confuse non-English

speaking guests by using lingo
or terms/expressions they’re
unfamiliar with. Keep it short
Avoid using a ‘thumbs up’
and simple. Deal with language
gesture – it’s considered highly
barriers professionally and with
offensive in many countries.
courtesy… repeating what you
said or saying it louder is not
appropriate, nor is it the solution.
If you are finding it difficult to
communicate with
a guest, seek help from Please always avoid
your colleagues or from other stereotyping. Every guests is
guests who may have a better an individual and applying
grasp of the language. prejudices or assumptions about
a particular cultural group to
an individual person is both
offensive and unjust.
Do not point with your
Different cultures have
finger – it’s considered rude
very different beliefs,
in many cultures. When
so please always show
giving directions, point with
sensitivity towards such
an open hand instead.
beliefs. Remember, respect
is the most important thing
when communicating
with guests from different
cultures and religions. It is
a common courtesy.

Understanding our Product and Service
At Check-in…
Aer Lingus occupy the west-end of the check-in hall at Dublin Airport,
Terminal 2. We have the following facilities available to guests:
• Check-in Assistance desks (for those who require full service check-in)
• Bag Drop desks (for those who have already checked-in online or on a kiosk)
• Self-service kiosks (for guests to self check-in)
• Express Bag Drop (for guests who can self tag and drop off their own bags)
• Premium check-in area (dedicated zone for our AerClub members
and Business Class guests)
• Closing Flights Desk/Standby Desk (at these desks, we call guests on flights
due to close for check-in, as well as manage the onloading of standby guests)
• Ticket Sales & Reservations (for guests who need to make or change
reservations or other booking-related queries)
• OCS assistance (for guests with reduced mobility requiring wheelchair assistance)
• Aer Lingus floor staff to assist guests make their way through the check-in area,
manage queues and help guests to use kiosks.
At Boarding…
Aer Lingus flights depart from most gates across Terminal 2 as well as
Terminal 1, with the majority of our flights operating from the 400 gates.
Our boarding staff provide the following services for guests at the gates:
• Set-up gate in advance of boarding and be available for guest queries
• Make PA announcements to inform guests of their flight status
and other relevant information
• Seek out and invite forward guests who require special assistance
or extra time to board
• Board guests on the correct flight, while managing the
cabin baggage brought on board
• Meet in arriving flights, directing guests towards the Arrivals Hall or
Flight Connections and providing assistance for inbound guests.
At our Lounge…
Eligible AerClub members (Silver, Platinum & Concierge), those travelling AerClub is the new loyalty programme
Business Class along with other guests who are eligible for lounge access, of Aer Lingus. Members can collect
reward points every time they fly
may avail of the services at the Aer Lingus departure lounge before their and also through a range of retail,
flight – a calm retreat from the hustle and bustle of the boarding area. accommodation and leisure partners.
Our flagship lounge at Dublin Airport offers the following services: Visit aerlingus.com/aerclub
• Reception desk where guests are greeted and registered

• Comfortable seating areas with a mixture of seating configurations
for guests travelling alone or as part of a group, for leisure or business
• Complimentary Wi-Fi, computers and printing stations
• Bistro area with complimentary snacks and beverages
• Shower facilities.
Business Class Guests (and eligible AerClub members) can also avail of
the 51st&Green Lounge situated directly after US Preclearance in Dublin Airport.

At Arrivals…
Our inbound guests pass through either the Baggage Reclaim hall or the
Flight Connections corridor after arriving in to Dublin Airport. At these
locations on the Arrivals route we offer guests the following services:
• Each baggage belt features live updates on the time the first
and last bags were delivered
• A Guest Service desk for any baggage or general queries
guests may have, along with a dedicated premium lane
• Our Baggage Tracing office handles all missing bag reports and
retrieval of bags to reunite them with their owners
• A brand new transfer facility in Terminal 2 has opened to give
Dublin Airport capacity to quadruple its connecting passenger business.
The three-storey hub includes airline information desks, boarding card
checkpoints, and immigration and customs facilities, allowing transfer
passengers to complete ‘a one-stop flight connection process’ within
Pier 4. A bespoke Aer Lingus Flight Connections desk allows guests
to collect their onwards boarding pass if they’re not already in possession,
as well as any transfer queries. There is also a dedicated priority lane
at the desk for our Business Class guests.
At our Revival Lounge…

In Dublin Airport, our inbound long-haul Business Class guests
have the opportunity to avail of our Revival Lounge located in the
baggage reclaim hall to refresh themselves before the day ahead.
We offer the following services at the Revival lounge:
• Six self-contained changing rooms, WC and showers
with fresh towels and amenity kits
• Steam pressing of shirts on request
• Refreshments and light snacks
• Waiting area for up to eight guests with TV and newspapers.
Inflight…
The Aer Lingus inflight experience takes place from the moment
our guests step on board the aircraft. The inflight experience
varies depending on what routes and what aircraft our guests are flying on.
We offer our guests the option of customising their inflight experience
by offering a range of optional add-on products and services.
Please refer to aerlingus.com and explore the following sections
to familiarise yourself with our on-board product and service offering.
Within the ‘Experience Aer Lingus’ section you can learn:
• The onboard features of our short-haul and long-haul fleets
• The onboard dining experience for short-haul and long-haul flights
• The benefits of our Business Class product and service offering
across the Atlantic.

Our Service Standards
During your initial training, you will receive a copy of our
Service Standards booklet. This guide sets out our standards
for service delivery to ensure that our guests enjoy a consistently
great experience when they deal with Aer Lingus staff.
In addition to the core standards, your training will guide you through the practical and
procedural elements of your role – but you are expected to be aware of and link in our
Service Standards into these elements of your training, as well as real-life application
when you start your new role. Your knowledge and delivery of our Service Standards
will form the basis of performance assessment and appraisal.
Introduction to some of our standards

for check-in and on board
We show Service Standards examples on the following pages. To illustrate this, we have
used the first standard from each of our Airport and On-board Service Standards.
In the first box, we read the service standard description – this outlines what our guest
should experience at this particular stage of their journey.
In the section entitled ‘A guide to Good’, we list the core service requirements. These are
the functional service requirements which must be delivered consistently to our guests.
In the gold box entitled ‘How you make it Great’, we include behavioural guidelines and
some points for consideration of how you can elevate consistently ‘Good’ service to a
personalised service experience for our guests which represents a ‘Great’ experience.
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Airport Service Standards Example
(for Ground Operations staff)
18 S TA N DA R DS AC R OSS TH E A IR P OR T J OU R N E Y A IR P OR T S E R V IC E S TA N DA R DS 19
Service Standard A Aguide

guideto toGood
Good
Guests enjoy a  Open check-in no later than the  Key steps of the check-in process:  Express Bag Drop :
published time and close no later than 45
seamless check-in or minutes before departure or 75 minutes
− Always remember to greet the
guest with a smile and a personal
− Greet the guest and welcome them
to Aer Lingus check-in. Promote the
bag drop experience. before departure for transatlantic flights. acknowledgement.
− Using their name once you have
benefits of Express Bag Drop.
 Acknowledge and thank guests for − Agents should be evenly dispersed

waiting if they have been queueing been handed their documents. between kiosks and dispatch belts
Many guests without checked during busy periods. Look to set them so guests can call upon you easily
− Confirm final destination with the
baggage check-in online or on their at ease now that they’re on their way. guest and number of bags to be for help where needed.
mobile phone. The remaining guests checked. − Monitor the red/amber/green status
 The supervisor’s role in allocating agents
use our check-in area as the main − Verify all documentation and ask lights on top of the kiosks to identify
to desks is to ensure the queue timing
the security questions. guests who may need your help.
assembly point. Here, the process for standards for each of the check-in, bag
drop, Business Class and AerClub queues − Confirm size and weight of − If the kiosk doesn’t work, apologise
either check-in or bag drop should be
are met at least 95% of the time. To act carry-on bags. and guide the guest to a check-in
conducted as efficiently and smoothly as an incentive for self-service check-in or assistance desk.
− Present the options available
as possible. This is when we can make options (web/mobile/kiosk), we aim to for payment of charges and fees − Give a genuine farewell and direct
a strong first impression with superb achieve a quicker processing time at the (if applicable). the guest to security screening.
bag drop desk. Similarly, a speedy check- − Body language – look approachable
service and a friendly welcome. − Avoid periods of non-interaction
in queue time is expected by our high- and display open body language
with the guest.
value AerClub and Business Class guests. (e.g. no arms folded or leaning
− When returning documents, stand up
against barriers or kiosks).
 Acknowledge waiting or approaching and present boarding passes and bag
guests with a suitable greeting and an tag receipts, indicating both verbally
offer to help. and visually, the guest’s boarding time
and gate information. (Do not stick
 Work as a team to ensure a co-ordinated
“The staff really are what make and efficient flow of guests through the
bag tag receipts to passport – they
should be affixed to the appropriate
the difference. Throughout my check-in area.
boarding passes.)
entire flight experience, every staff  Guests should never be made to − Explain process for US Preclearance,
member was friendly, courteous and feel that they are getting in the way onwards flight connections, etc.,
or slowing things down. where relevant.
extremely helpful. It was nice to
 Position cabin baggage gauge units − Provide directions to the security
not feel intimidated when having to to face check-in desks. Use these to verify screening, boarding area and lounges,
check-in my bags, for a change!” size and weight compliance of guests’ plus any information on flight status.
carry-on items. Tags to be applied to − Finish the interaction with a genuine
approved items. farewell, e.g. “I hope you have a great
trip with us today”.
2333 AL Airport SS 2017 Update A5 A-W.indd 18 28/02/2018 12:56 2333 AL Airport SS 2017 Update A5 A-W.indd 19 28/02/2018 12:56
20 S TA N DA R DS AC R OSS TH E A IR P OR T J OU R N E Y A IR P OR T S E R V IC E S TA N DA R DS 21
How you make it Great Service Standard A guide to Good 

TH IN KIN G
IN TO
Ì Remember to employ the ‘Make it Personal’ PR AC TIC E
service behaviours. Please remember
that when you are
Reservations queries  The Ticket Desk will open from the time
that check-in starts until the actual
Ì Acknowledge and apologise to guests if they signalling for the next are looked after at departure time of the last flight.
have been queueing during busy periods to guest in the queue
help diffuse any built-up stress. Look to set
 Stand up, if seated and
our Ticket Desk.  Acknowledge and thank guests for
them at ease now that they’re on their way. waiting if they have been queueing
hold your hand up in the
during busy periods.
Ì Invite short but engaging conversations with air, looking at the next Our Ticket Desk is the primary service
guests during the brief time you have with guest in line.
point for any reservation queries or  Questions or enquiries should be dealt
them to ‘Make it Personal’ while maintaining with as efficiently as possible to minimise
 Politely gesture with the changes, payment of fees/charges queueing.
speed and efficiency.
palm of your hand to call or support during disruptions. As
Ì If seat selection is still available, ask guests
them forward. Do not  The Ticket Desk will be clearly identified
such, this is often the contact point
beckon them along. using an Aer Lingus sign.
what would be their seat preference and
where the most challenging guest
find out what would work best for families  Any verbal prompt should  Supervisors must ensure that the area
or groups.
interactions will occur, especially
avoid beckoning phrases is clean, presentable and free from
such as “Next please!” when taking payments. Staff at the obstacles (trolleys, etc.)
Ì Make each guest feel like they are the first
Ticket Desk must therefore always
person you have dealt with today, even
if time is limited, we can leave a lasting demonstrate tact, empathy and
positive impression. courtesy.
Ì Pay special attention to children and seek

opportunities for interaction with them to
build the excitement for them at the start
of their journey through the airport.
Ì Establishing yourself as the guest’s ally when

it comes to more difficult interactions such
as excess baggage, overbookings, missed
flights, etc. is crucial to avoid any negative
service perception.
Ì Any requests made of a guest, in the interests

of improving the service to other guests (e.g.
asking someone to stand to the side of the
gate to allow others to pass through), shall
be made courteously and politely.
2333 AL Airport SS 2017 Update A5 A-W.indd 20 28/02/2018 12:56 2333 AL Airport SS 2017 Update A5 A-W.indd 21 28/02/2018 12:56

Onboard Service Standards Example
(for Cabin Crew)
18 S TA N DA R DS AC R OSS TH E ON - BOA R D J OU R N E Y ON - BOA R D S E R V IC E S TA N DA R DS 19
Service Standard SHORT HAUL A guide to Good  How you make it Great
Ì Remember to employ the ‘Make it
Guests are warmly  Presence of crew throughout the cabin Personal’ service behaviours.
is important as our guests step on board.
welcomed on board. Being at your correct boarding positions Ì Watch out for ‘CONC’/‘PLAT’/‘SILV’
will ensure each guest is greeted by many on boarding pass to identify valued
friendly, smiling crew. AerClub members.
First impressions count – and we only
 We can set the tone for a relaxing cabin Ì Leave a positive and long lasting
get to make one! It’s important for
ambience by playing the boarding music. impression on all our guests.
each of our guests to experience a
great first impression when they step  Being ready to meet our guests in full Ì Reassure and calm late-comers who
uniform and being impeccably groomed may be flustered due to being late
on board our aircraft. They will be
is a sure way to create a striking effect for to the gate.
met by friendly and enthusiastic crew, guests admiring the professional and
who clearly demonstrate that their polished appearance of their cabin crew. Ì Think of thoughtful gestures –
e.g. a guest is boarding and has
attention is on every person coming
 We need to be present and available to misplaced their boarding pass. To
on board. guests, ensuring that they are the focus of save them from being flustered and
our attention, avoiding other distractions panicked, invite them to step into
or carrying activities that should be kept the galley while they look for their
behind-the-scenes. boarding pass and reassure them
with something like “Don’t worry, this
 Acknowledge waiting or approaching
happens all the time – take your time,
guests with a suitable greeting and an
I’m sure it’s somewhere in there”.
offer to help.
 Greet as many guests as possible by name

when checking their boarding pass.
“I would just like to note how helpful the cabin
crew were to us and how patient they were with a
noisy toddler. We had the same member of staff
looking after us on the way out and way back.
He remembered us and asked how our holiday
was and he was really good with the kids.”
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20 S TA N DA R DS AC R OSS TH E ON - BOA R D J OU R N E Y ON - BOA R D S E R V IC E S TA N DA R DS 21
Service Standard SHORT HAUL A Aguide

guideto toGood
Good How you make it Great
Ì Remember to employ the ‘Make it
Guests reach their  Help guests find their way to their seats.  Actively assist guests to find space to Personal’ service behaviours.
Watch for the subtle signals that indicate stow their bags, making best use of all
seats efficiently and a guest may need help finding their seat. stowage space on board. Only when all Ì Vary your greeting for approaching
guests, always with a friendly smile.
get settled. Offer assistance. stowage spaces are full should we start
to remove baggage from the cabin.
Ì From your boarding position, seek
 Acknowledge waiting or approaching
guests with a suitable greeting and an  Close down overhead lockers in rows one opportunities to make eye contact
The whole process of boarding has offer to help. to seven prior to boarding to prevent this and engage in conversation with your
the potential to be a pinch-point, space being used by guests not seated guests, particularly when there is
 Work as a team to ensure a co-ordinated in these premium rows. Remain vigilant a lull in boarding.
causing stress for our guests if not and efficient boarding process.
and intervene courteously where this
conducted properly. This is where
 Where you notice a bag with a pink happens to ensure the overhead space
Aer Lingus crew must carefully is reserved for guests actually seated in
under-seat tag is being placed overhead,
manage the process. Our aim is kindly advise the guest that this piece these rows.
to ensure that everything flows needs to go under the seat in front of
 Overhead lockers should be closed
smoothly in the limited time available them to maximise overhead stowage
quietly. Gestures and movements should
space for larger bags.
– from the moment the first guest convey a calm impression rather than
rushed or flustered.
steps on board to getting every guest
seated, with carry-on bags stowed,
ready for departure.
A Customer @twitterhandle • 25m

Well done to Aer Lingus and GLA Airport for
the most efficient boarding and take off for me
this year! 13 mins from lounge to being in air!
1 3
2333 AL Onboard SS 2017 Update A5 A-W.indd 20 28/02/2018 13:26 2333 AL Onboard SS 2017 Update A5 A-W.indd 21 28/02/2018 13:26

About Core Guest promises
At Aer Lingus, we pride ourselves on delivering great service to our
guests. It’s our ability to deliver consistent processes and authenticity in
how we deal with our guests that has allowed us to become Ireland’s
only 4-star airline and drives the consistently high satisfaction scores that
we see through our Voice of Guest survey. Nonetheless, we always need
to keep our focus on how we can improve the guest experience, never
becoming complacent – our competitors are constantly improving their
product and service, so we can’t sit still!
As we grow as an airline and our front-line teams become more diverse, it’s important for us to be
able to clearly define what it is that makes our service unique – in short, why should a guest choose
Aer Lingus? If they choose Aer Lingus, how do we go beyond just satisfying their expectation and
create a memorable experience that will keep them coming back?
In order to achieve this, we need to rely on your personal efforts – after all, you are the
embodiment of the Aer Lingus brand in the eyes of our guests.
What are Core Guest Promises and how were they defined?
This starts with understanding the key objective – we don’t just satisfy our guests, we Delight
them! We commissioned a project with Root Inc (who are a customer experience consultancy firm
based in the US who we have used for the Good to Great programme among other key projects) to
conduct research on how we currently deliver delight for our guests, and where the gaps are. The
insights from this research were hugely useful in identifying two ways in which Aer Lingus guests
feel delighted – by feeling cared for, and by being treated as an individual.
We need to consistently deliver upon certain behaviours that our guests have identified as essential
to make them feel delighted. They are 3 simple things we can do every day which signify the
unique and thoughtful service we deliver to our guests at every point in their journey – this is the
promise we make to them. When we deliver these specific behaviors, we delight our guests.
Find out more with this quick video introducing our Core Guest Promises
https://vimeopro.com/aerlingusinternal/core-guest-promises

The Core Guest Promises in a bit more detail…
Offer it CORE GUEST PROMISE
We want our guests to feel that

they have options. That they get
the very best of the Aer Lingus
experience on offer. That they
have a sense of control over
their journey. We deliver this by
always using our knowledge and
experience to ensure guests have
all the options of the core product
available.
Offer It
We always use our knowledge and experience to ensure
How do we do ‘Offer it’?
guests have all the options of the core product available.
For example, this can be offering a Offering guests options gives them a sense of control
during their journey.
helping hand at Express Bag Drop,
offering fast track security to an
eligible guest or simply offering
what you know, when it helps! What It Means For Our Guests:
When guests feel like they have options, they
gain more control over their experience.
Own it CORE GUEST PROMISE
We want our guests to feel that we are

taking personal ownership for them
having a great Aer Lingus experience,
one which is seamless – on good days,
as well as the more challenging ones.
How do we ‘Own it’?

We deliver this by taking personal
responsibility for making their journey
a positive one, so they see you as their
ally. We find solutions when things
Own It
We take responsibility for making a guest’s journey a
go wrong and give reassurance that positive one. By demonstrating our commitment to each
we will make things right, knowing and every guest, we will help ensure the rest of their
journey is seamless.
they’re in capable hands.
What It Means For Our Guests:

When guests feel that we are accountable to
find solutions, especially when they experience
challenges, they have more positive experiences.

Connect CORE GUEST PROMISE
We want our guests to feel that we

added the personal touch – in how
we communicate with them, making
them feel heard and respected.
How do we ‘Connect’?
We deliver this by using our time
with each and every guest to connect
personally – whether verbally or
non-verbally, 5 minute or 5 second
interaction, we have the opportunity Connect
to provide a human touch and show We use our time with each guest to connect personally.
we care. We treat them as our guest! When we do this, both verbally and nonverbally, we
provide a human touch that shows we care.
What It Means For Our Guests:

Everyone appreciates a personal touch, and the
way we communicate with guests can make them
feel heard and respected.
Will there be training or how will this be rolled out?

While training days are a great way of getting everyone on the same page, we are taking a slightly
different approach this time. Instead of a classroom day, we will be rolling out our Core Guest Promises
every day – we’ll do this by conducting team huddles.
You might be asking what is a huddle, and is it any different to a start-of-shift briefing? Huddles are quick
discussions among the various teams, focussed on bringing our Core Guest Promises to life, always
focussed on the guest experience rather than solely on operational updates that you would typically
associate with start-of-shift briefings.
Your management team and a selection of supervisors have undergone training to deliver these
huddles, which will be kicking off later this month. This is an opportunity for us to focus on what really
matters – the guests who are the life blood of our company, our growth and our jobs.
In addition to the daily team huddles, we’ll also be rolling out regular communication campaigns and
e-learning modules to deepen your understanding and ability to deliver the Core Guest Promises in all
aspects of your role, as an individual, but more importantly as a team.
Find out more with this quick video introducing our Core Guest Promises
https://vimeopro.com/aerlingusinternal/core-guest-promises
Offer, own it, connect..

three simple actions...
one great result.

Service Skills
2 u n d e r s ta n d i n g o u r c u s to m e r s
Honing Body Language
your guest Staying passionate about guest service

When you work with the public day-to-day in a guest-
facing role, it can be a challenge to stay focused and keep
It’s often said that actions speak louder
than words. Our body language says so
service skills the smile on your face. But, without your enthusiasm, passion much about us and our feelings – usually
and pride for serving our guests with our unique promise of far more than we realise. And just as you
great service, we have no business.
can quickly assess a guest’s frame of mind,
In one study, guests were asked why they stopped doing
so they can tell whether you are paying
business with a company. 43% listed “negative experience
attention to their concerns.
When you work with guests with a staff person” as the main reason for taking their
business elsewhere, and 30% said they moved on because
day-to-day, your learning curve they were made to feel they were not a valued guest.
Bear the following aspects of body language in mind:
• Voice tone. Is it measured? How do we convey interest?

and your knowledge are always That is why you are so important to Aer Lingus. Indeed,
you are Aer Lingus. Is it too rushed? Do we vary pace and volume? Are we
growing and always expanding. conveying confidence and assurance? Do we want to

share a passion and enthusiasm for the topic?
In such a stimulating environment “I understand that serving guests can sometimes be
• Eye contact. Engage guests with your eyes while
you will constantly find new ways downright miserable. They can show up in a lousy
you are talking to them. Never avoid eye contact as it
makes you appear uninterested and remember to share
to stay passionate about delivering mood. They can be self-centred and unreasonable. They
can be nasty and abusive. Look at this as an opportunity
eye contact if there are several people present.
great service. This is what makes to give them something, even if it’s as trivial as a smile
• Facial expressions. Think about what your facial
expression might be giving away. Is it appropriate
your career all the more fulfilling, that will boost their mood, a compliment that will
inflate their ego, or a helpful hint that will alleviate their
to the message you are conveying verbally?
while also delivering a brilliant guest frustration. In the end, doing so will have a tremendous
• Hand gestures. Using appropriate hand gestures to
place emphasis can be very powerful, but too many
experience for those who fly with us. upside. The guests will leave feeling positive about you
and your company and will be far more likely to do
hand movements can distract from the point you are
trying to make.
business with you again. And you’ll find that you too • Posture and body movement. Your posture conveys
are left feeling better about yourself and your company. meaning. Are you rooted to the spot, engaged in
You know you gave of yourself. You know you went conversation with all your attention focused on the
above and beyond and did your best to serve. That is guest? Or are you relaxed and moving easily as
the best reward of all.” you go about your duties. As with hand gestures,
too much body movement during a conversation
the guest rules , lee cockerell
can be distracting.
aer lingus service standards 3
Active Listening Assertiveness

Get into the right position to listen – i.e. speak to the Assertiveness can be a misunderstood term,
guest in a quiet location where neither of you will
be distracted, where possible. often being mistaken for over-confidence.
Give the guest your full attention. Maintain eye contact. But, developed properly, assertiveness skills
Don’t interrupt. Don’t multitask. Don’t show any signs
of impatience or distraction with your body language.
enable you to communicate your ideas
Don’t try to anticipate what the guest is going to say; and enthusiasm in a confident, effective
you are not a mind reader. manner, whilst still respecting someone
If possible, take notes. Don’t count on remembering
everything that was said.
else’s view and perspective.
Give the guest a chance to finish before you reply. You It also gives off an air of reassurance which
might even ask, “Is there anything else you would like to is an important quality for all Aer Lingus
THINKING
Most of us believe we’re good at tell me?” before responding.
INTO
employees when dealing with guests. Here PRACTICE
listening, but in this hectic world When the guest is finished speaking, reiterate or are some tips for building
paraphrase what he or she said. For example, “I think your personal assertiveness:
the truth is that most of us are you are saying that you tried to add checked bags to
not nearly as good as we think we your booking for the return flight but the Manage Be positive about yourself. Get across your point of
Booking section of the website wouldn’t allow this?” You view but always listen to the points of view of others.
are. Active Listening is more than may not remember all the details, especially if the person Be clear about what you want, your opinions and
just opening your ears – it is about is angry or long-winded (or both), but rephrasing will feelings.
ensure that you clearly understand the main points and Be willing and prepared to stand up for yourself
paying attention, remembering, satisfy the guest that you have been paying attention. and Aer Lingus in a non-aggressive way.
confirming details and being Once you verify what was said, ask additional questions Respect the rights and views of other people.
prepared to respond to the to improve your understanding.
Keep calm and confident at all times.
At every step, make the guest feel valued and
other person’s issues. appreciated.
Appropriate body language means being relaxed,
maintaining eye contact and speaking with a steady
The golden rule – if you receive a complaint, apologise! voice.
Saying that you are sorry can be the best way to make
Seek a resolution that is “win-win”.
A Customer @twitterhandle • 30m guests feel that you care, as long as you are being
Aer Lingus didn’t manage to put me on genuine and then outline a way to deal with the guest’s Be careful that your assertiveness is not perceived as
earlier flight but service from staff here is issue/complaint. aggressive or cocky behaviour. That is why it’s crucial to
second to none as usual! #lookafteryou be open and honest. It means you are open to discussion.
Guests who feel understood are likely to come back
1 3 Remember, if you come across as being unassertive, this can
and those who don’t feel understood will go where the
be interpreted as weakness and guests/colleagues may not
employees have better ears.
follow your instructions and may be left feeling confused
adapted from the guest rules , lee cockerell
about your abilities.

Workbook
Activities
In addition to the activities contained within the previous sections, you
are required to complete the following activities online before initial training.
TOPIC – Aer Lingus as a family-friendly airline
For information on why Aer Lingus is considered a truly

family-friendly airline, refer to aerlingus.com
• Click on Plan and Book
• Click on Family First
AC TIVIT Y 4
Refer to the above section of the website and select all the applicable service
features Aer Lingus offers for guests travelling with children.
Free check-in
Buggy checked in
Crèche facilities
Pre boarding for babies
Evening before check-in
Bottle and food warming facilities on-board
Aer Lingus Pre-course Workbook 2021 Workbook Activities 47

TOPIC – Aer Lingus as the Smart travel choice
For information on why Aer Lingus is considered the smarter

travel choice for Business travellers, refer to aerlingus.com
• Click on Plan and Book
• Click on Best for Business
AC TIVIT Y 5
Refer to the above section of the website and select all the
applicable benefits Aer Lingus offers for guests travelling in Business Class.
Flexible fare and flight options
Convenient travel times and locations
City centre ticket office
Easy access flight management
Premium terminal to terminal experience
TOPIC – Aer Lingus booking options
For information on the booking options available to Aer Lingus guests,

Click on Plan and Book, Browse the following:
• Pricelock
• Fare Deposit
• Upgrade Yourself
AC TIVIT Y 6
Refer to above section of the website and match
each to the correct description.
Pricelock You can delay paying 50% of your

fare until 120 days before you travel.
Fare Deposit Offer to upgrade your transatlantic

economy booking, and travel in Business Class.
Upgrade Yourself You can lock your flight and fare

for 24 hours for just €5 per person, per flight.

TOPIC – The Aer Lingus inflight experience
For information on our Inflight Experience,

AC TIVIT Y 7
Refer to the above website and fill out the four options for Transatlantic
Economy in-flight dining available to our guests:
What is the name of our on-board shopping range?
Wi-Fi is available to purchase on-board all of our [––––––––] aircraft.
TOPIC – The Aer Lingus Business Class experience
For information on our Business Class Experience, refer to aerlingus.com

• Click on Flying Business
AC TIVIT Y 8
Refer to the above website and please indicate the following:
What kind of seats do we offer in Business Class? Please tick
Recliner seats Angled lie-flat seats
Fully lie-flat seats Private suites
Where is our Pre-dine Service available?
DUB Lounge BOS Lounge
ORD Lounge JFK Lounge

TOPIC – Transatlantic Special Meals
For information on transatlantic special meals, refer to aerlingus.com

Click on Experience Aer Lingus > Dining > Transatlantic Economy
AC TIVIT Y 9
What is the correct sequence for booking a special meal on a transatlantic flight?
Let the crew know on board that you have ordered a special meal.
Have your booking reference to hand to make things easier.
Contact your local reservations office up to 24 hours before your flight departure.
TOPIC – Children’s Facilities
For information on children’s facilities onboard, refer to aerlingus.com

Click on Experience Aer Lingus > Kiddies Corner > Facilities Onboard
AC TIVIT Y 10
Refer to the above section of the website and select all the
applicable service features Aer Lingus offers for guests travelling
with children and infants on-board.
On-board nanny service
Baby changing facilities
Bottle/Food heating
Infant seat belts
Bassinet seats
Transatlantic on demand entertainment

TOPIC – Lounge Access
For information on Aer Lingus lounge access, refer to aerlingus.com

Click on Travel information > Airport Information > Airport Lounges > Lounge
Access
AC TIVIT Y 11
Refer to the above section of the website and select which guests
are eligible to use the Aer Lingus lounges
Business Class Guests
AerClub Members (Silver, Platinum and Concierge)
Advantage Fare Guests (travelling within Europe)
Aer Lingus staff and family members
United Airlines Codeshare Guests
Bank of Ireland Mastercard Gold Business card holders
Pre-paid Lounge pass holders
TOPIC – Baggage Allowance
For information on baggage allowances, refer to aerlingus.com

Click on Travel Information > Baggage Information > Cabin Baggage
AC TIVIT Y 12
Refer to the above section of the website and fill in the blank fields below.
A. Max weight is:
B. Guests are allowed the following additional items:

TOPIC – Checked Baggage
For information on checked baggage options, refer to aerlingus.com

Click on Travel Information > Baggage Information > Checked Baggage
AC TIVIT Y 13
What are the 4 options for purchasing checked baggage on short-haul flights?
TOPIC – Special Assistance
For information on special assistance, refer to aerlingus.com

Click on Travel Information > Special Assistance
AC TIVIT Y 14
In order to plan the assistance for guests unique travel needs our
Special Assistance team should be notified of requests at time of
booking or no later than 48 hours in advance.
True
False

TOPIC – Guest Relations
For information on contacting Guest Relations, refer to aerlingus.com

Click on Support (down the bottom of the homepage) > Guest Relations
AC TIVIT Y 15
Refer to the above section of the website and select the correct answer below.
Question 1: A guest wants to query an existing reservation,

prior to departure, what do they click?
Upcoming Travel Enquiry form
Guest Relations form
Question 2: A guest wants to compliment our service, submit a claim or bring

any unsatisfactory service to our attention – what do they click?
Upcoming Travel Enquiry form
Guest Relations form
Question 3: Can our guests submit complaints by email instead

of using the online form?
Yes
No
TOPIC – Booking Options
For information on booking options, refer to aerlingus.com

Click on Support (down the bottom of the homepage) > Changing your Booking
AC TIVIT Y 16
Refer to the above section of the website and select all of the
applicable correct answers below.
If a guest wants to make changes to their booking, how do they do so?
Use the ‘Manage Trip’ facility on aerlingus.com.
Contact Aer Lingus at least 20 minutes before departure.
Contact local reservations office if booking was not made online.
To change bookings made through other channels such as a travel

agent, the original sales agent should be contacted

TOPIC – Phonetic Alphabet
AC TIVIT Y 17
On the basis that we identify aircraft registrations by the last two letters of the
registration in the phonetic alphabet, fill out the phonetic alphabet identifiers
for the following aircraft:
EI-DEA
EI-EDY
EI-DUO
EI-FAS
EI-CPH
EI-JFK
TOPIC – 24 Hour Clock
AC TIVIT Y 18
Convert the following times to/from the 24-hour clock:
9.45am
3.20pm
12 midday
5.30pm
11.10am
0740
1910
0000
0215

Online Pre-course
Workbook
VERSION 5, APRIL 2021

Aer Lingus Precourse Workbook

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Online Pre-course

Welcome to Aer Lingus 4

General Airline and Aviation Information 13

Workbook Online Activities 47

Aer Lingus Pre-course Workbook 2021 Contents 2

This workbook aims to provide you with some

All new candidates are expected to read

After you have completed this online

• Gain introductory knowledge of Aer Lingus

• Better understand general aviation This icon indicates

The completed activities will be submitted

Aer Lingus Pre-course Workbook 2021 Introduction 3

Aer Lingus Pre-course Workbook 2021 Welcome to Aer Lingus 4

What does that mean?

Our competitive landscape

LOW BENEFITS AND Service

Aer Lingus Pre-course Workbook 2021 Welcome to Aer Lingus 5

North Atlantic Europe

Aer Lingus Pre-course Workbook 2021 Welcome to Aer Lingus 6

Aer Lingus has a rich heritage that

The 30s and 40s The 50s

Aer Lingus Pre-course Workbook 2021 Welcome to Aer Lingus 7

The 70s The 90s

Aer Lingus Pre-course Workbook 2021 Welcome to Aer Lingus 8

Aer Lingus Pre-course Workbook 2021 Welcome to Aer Lingus 9

On the website you will get • Pilot • Maintenance

Aer Lingus Pre-course Workbook 2021 Welcome to Aer Lingus 10

Includes overview of the following

Aer Lingus Pre-course Workbook 2021 Welcome to Aer Lingus 11

It is important that you familiarise yourself with all

Aer Lingus Pre-course Workbook 2021 Welcome to Aer Lingus 12

Aer Lingus Pre-course Workbook 2021 Airline and Aviation Information 13

Our Business Model

Our Industry and our Competitors

Delivering a Smarter Travel Experience

Aer Lingus Pre-course Workbook 2021 Airline and Aviation Information 14

aircraft are used

solely for short haul

used for short haul

have all forward-facing seats in three

flying. They have two classes: Business

Aer Lingus Pre-course Workbook 2021 Airline and Aviation Information 15

Aer Lingus Regional services, operated in conjunction with

TOPIC – Seats & Cabin

a) The four different seating options available on flights within Europe:

b) The three different seating options available on transatlantic flights:

Aer Lingus Pre-course Workbook 2021 Airline and Aviation Information 16

Saskatoon Leeds Bradford

Bellingham Calgary Santa Rosa

Wenatchee Missoula Austin Houston

Salt Lake City Omaha Grand Rapids Pittsburgh Albany

Providence Martha’s Vineyard

Sioux Falls Des Moines Fort Wayne Akron Buffalo

*Route map based off 2019 schedule.

Aer Lingus Pre-course Workbook 2021 Airline and Aviation Information 17

Route map correct at time of print.

*Route map based off 2019 schedule.

Aer Lingus Pre-course Workbook 2021 Airline and Aviation Information 18