Developing competency-based training and assessment of cabin crew in an airline
Jauria, Jenni (2025)
2025
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https://urn.fi/URN:NBN:fi:amk-2025051512180
https://urn.fi/URN:NBN:fi:amk-2025051512180
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The aim of this thesis was to develop competency-based training and assessment for cabin crew to ensure they possess the necessary knowledge, skills, and attitudes to perform their duties effectively and safely. The study focused on identifying the most suitable assessment methods to comprehensive-ly evaluate cabin crew competence, cooperation, and adaptability across various operational contexts. The development process was guided by international regulatory requirements, including the Interna-tional Civil Aviation Organisation (ICAO) recommendations, and informed by current research and best practices in the aviation industry.
A further objective was to provide the airline with a concrete, evidence-based action plan to enhance training quality, which is vital not only for safety and crew performance but also for improving the ove-rall passenger experience. The action research project involved stakeholders throughout the process and utilized diverse data collection methods such as questionnaire, observations, and co-development to assess current practices and explore opportunities for improvement.
The findings revealed general satisfaction with the existing training programme but also highlighted several areas requiring development. Key concerns included the structure and content of the training, a lack of practical and personalized instruction, and insufficient constructive feedback from instructors. The study emphasized the critical importance of instructors possessing up to date industry knowledge, strong pedagogical competence, and a supportive approach to teaching. Addressing these areas can create a more engaging, effective, and safety-focused training programme for cabin crew.
Furthermore, the results underlined the importance of strengthening practical learning, improving in-structor competence, promoting active participation, and reinforcing essential skills such as managing disruptive passengers and delivering high quality customer service. Personalized feedback discussions, consistency in the training language, and the recognition of prior learning are essential for fostering professional growth and supporting internal career mobility. Competency-based training ensures that cabin crew are well prepared to handle real life situations with confidence, thereby improving both service quality and customer satisfaction.
In addition, integrating service design principles, such as empathy mapping, co-development, iterative feedback, and customer journey mapping, further supports the creation of a customer centric and in-novative training culture. By implementing a comprehensive, inclusive, and forward-looking training strategy that leverages individual skills and emphasizes continuous improvement, the airline can de-velop a highly skilled and motivated cabin crew, enhance operational safety, and strengthen its reputa-tion as a reliable and customer focused airline.
A further objective was to provide the airline with a concrete, evidence-based action plan to enhance training quality, which is vital not only for safety and crew performance but also for improving the ove-rall passenger experience. The action research project involved stakeholders throughout the process and utilized diverse data collection methods such as questionnaire, observations, and co-development to assess current practices and explore opportunities for improvement.
The findings revealed general satisfaction with the existing training programme but also highlighted several areas requiring development. Key concerns included the structure and content of the training, a lack of practical and personalized instruction, and insufficient constructive feedback from instructors. The study emphasized the critical importance of instructors possessing up to date industry knowledge, strong pedagogical competence, and a supportive approach to teaching. Addressing these areas can create a more engaging, effective, and safety-focused training programme for cabin crew.
Furthermore, the results underlined the importance of strengthening practical learning, improving in-structor competence, promoting active participation, and reinforcing essential skills such as managing disruptive passengers and delivering high quality customer service. Personalized feedback discussions, consistency in the training language, and the recognition of prior learning are essential for fostering professional growth and supporting internal career mobility. Competency-based training ensures that cabin crew are well prepared to handle real life situations with confidence, thereby improving both service quality and customer satisfaction.
In addition, integrating service design principles, such as empathy mapping, co-development, iterative feedback, and customer journey mapping, further supports the creation of a customer centric and in-novative training culture. By implementing a comprehensive, inclusive, and forward-looking training strategy that leverages individual skills and emphasizes continuous improvement, the airline can de-velop a highly skilled and motivated cabin crew, enhance operational safety, and strengthen its reputa-tion as a reliable and customer focused airline.