CC7408 - Demo carried out with customer in toilet
Initial Report
Captain wanted to board at -50, which is very early but compromised at -45 (so the crew could have a break). We had landed very early and no break was achieved in flight.
Some customers mentioned surprise at early boarding and the fact that queues at passport were extensive so concern was expressed some pax would miss the flight.
Last bus arrived with our wheelchair assistance customer and a pax who was travelling with an infant.
Doors were closed at -15. Captain requested an immediate demo and door arm, which was done. However, the wheelchair customer wasn’t yet in their seat and the lady with the infant was in the loo.
We knocked twice to encourage the lady to return to her seat but she hadn’t finished, we also told the SCCM. However, they insisted the demo be carried out (I feel they felt under pressure from the captain) but we still hadn’t pushed back off stand. The demo was carried out with the lady requiring assistance still trying to sort her belongings and take her seat and the other pax still in the toilet with the infant.
Despite the SCCM knowing the lady had missed the demo there was no attempt made to ensure either pax knew the safety procedures. We still hadn’t pushed back and were now at -8.
We finally pushed back at +3.
comments
Company Comment
Under UK rules (retained from EASA Part‑CAT), the operator must ensure all passengers receive a safety briefing and demonstration before each take‑off, supported by a safety card. If a passenger has not received the briefing (e.g. still using the lavatory or not seated), cabin crew should deliver the information individually as soon as practicable before departure. This means a personal demonstration at the seat is an acceptable method to meet the requirement when the main demo is missed
If operational pressures result in a demonstration being conducted while passengers are still using onboard facilities or are not yet seated, this should be noted through a Cabin Safety Report so the event can be trended.
CAA Comment
It is a requirement that all passengers receive a safety demonstration in accordance with CAT.OP.MPA.170. Operational pressures should not result in short cuts or omissions of safety procedures. The SCCM is responsible to the commander for the conduct and coordination of normal and emergency procedures, any deviation from normal operating procedures should be reported to the operator using normal safety reporting method to help prevent a reoccurrence.
CHIRP Comment
While operational pressures, such as early boarding and adherence to schedules, are recognised, safety briefings must take priority. Where passengers are unable to see or hear the standard safety demonstration, individual briefings should be provided to ensure they are fully aware of the relevant safety procedures.
There is an individual responsibility on each crew member to ensure this happens. If a crew member is aware that a passenger has not been briefed, they should take steps to address this, including providing a one-to-one briefing where necessary.
One of the SCCM’s key roles is to act as a link between the flight deck and the cabin crew, ensuring that any delays or issues in the cabin are communicated clearly to the flight crew.