Confidential Human Factors
Incident Reporting Programme
The Charity
Aviation
Maritime
CC7524
Initial Report
During boarding, excess hand luggage was allowed on board by ground staff. (In the economy cabin, extra seats have been installed; however, no extra space for hand luggage has been provided.) The aircraft was departing slightly late, and ground staff rushed the senior cabin crew member to close the door and push back as soon as possible.
With around 10 passengers and their luggage standing in the left-hand aisle, the aircraft began to push back. The senior cabin crew member called for the doors to be armed and cross-checked, despite being able to see that passengers were standing in the aisle, blocking access to doors 4 for the cabin crew. The passengers blocking the aisle prevented the crew at doors 4 from arming their doors in time for the call from the senior cabin crew member.
When they could finally communicate that doors 4 were armed, the senior cabin crew member was informed by a cabin crew member that there was not enough space for baggage and that crew were struggling to move bags around to accommodate all luggage. Despite this, the senior cabin crew member immediately initiated the safety demonstration, to the incredulity of all cabin crew in the economy cabin.
It was not until almost the end of the demonstration that all bags were accommodated. As a result, indications of low-level lighting and the location of the doors were not pointed out to passengers on the left-hand aisle of the economy cabin. Crew on the right-hand aisle did point these out, however.
Company Comment
We recognise that boarding is one of the busiest and most demanding phases of the cabin crew duty. During this period, it is essential that crew members without door‑ground responsibilities focus on managing and supervising the cabin environment, including overhead locker space and the stowage of smaller passenger items under the seat in front (if permitted). Where required, the SCCM may request support from crew positioned in other cabins and may also consider reducing or delaying pre‑departure service to maintain control of the boarding process.
We continue to encourage the use of Cabin Safety Reports for both actual and potential safety concerns, as they play an important role in identifying trends and supporting operational improvements. Before take‑off, landing and during taxi, every passenger must be seated with their seat belt or restraint system securely fastened. To pause taxi, defined as any movement of the aircraft under its own power, depends on effective communication between the SCCM and the flight crew following our communication procedures. It is therefore essential that cabin crew provide timely updates to the SCCM on any issues within the cabin, including baggage stowage concerns, so that offload decisions can be considered early and managed appropriately.
Where demonstration elements of the safety demonstration were missed by passengers, this must be communicated to the SCCM as soon as possible and a cabin safety report completed.
Cabin Safety reports and trend data have already helped highlight this issue across several areas of the operation. In response, several initiatives were introduced at LHR over the last few years, including a dedicated processes to offload bags at the gate etc. We have seen a reduction in hand‑baggage‑related reports since these measures were introduced. Further improvements are planned and continued reporting by cabin crew remains essential.
CAA Comment
In accordance with UK regulation (EU) No. 965/2012 CAT.OP.MPA.160 an operator is required to establish procedures that ensure only hand baggage that can be adequately and securely stowed is taken into the passenger compartment. CAT.OP.MPA.225 requires that before take-off and landing, during taxiing, and whenever deemed necessary in the interest of safety, the commander shall be satisfied that each passenger on board occupies a seat or berth with his/her safety belt or restraint system properly secured. Whilst pushback is not part of taxiing, seatbelt signs are normally illuminated for passenger safety.
Issues relating to the safe stowage of cabin baggage and seating passengers should be promptly communicated to the aircraft commander and ground staff to ensure any items that cannot be stowed in the cabin are placed in the hold and passengers are seated in accordance with the fasten seatbelt signs.
Commercial pressure to achieve on time performance is never justification for deviation from safety procedures and the potential compromise of passenger safety. Including the delivery of the pre-take-off passenger briefing.
The operator’s safety reporting system should be used to report any instances where there have been deviations from standard operating procedures and clear communication between the crew is important to ensure all safety and regulatory elements are conducted in accordance with the operations manual.
CHIRP Comment
This report raises safety concerns regarding the boarding process, hand luggage management and the conduct of safety demonstrations. Passengers standing in aisles, with bags obstructing access to exits, present a clear risk to both passengers and crew. Such conditions can delay or prevent crew from arming doors and ensuring that all passengers receive an effective safety briefing, particularly in the event of an emergency.
While operational pressures, including departure delays, are recognised, safety procedures must not be compromised. Initiating the safety demonstration before passengers are properly seated may result in vital information such as exit locations and low level lighting not being effectively communicated to all passengers.
Clear communication between the cabin crew and the flight crew is essential. Crew should feel supported to delay pushback or the safety demonstration if passengers are not safely seated or if access to exits is obstructed. Reinforcing these practices helps maintain compliance with safety regulations and ensures that all passengers receive the required safety information.
A report similar to this was published in CC FEEDBACK Edition 84.