Polite language goes out the window during an aircraft emergency, according to a former Japan Airlines flight attendant who recounted the training that helped save lives in an accident at Haneda Airport on Jan. 2. 

Kyoko Ota, who worked as a JAL flight attendant for 18 years, said cabin crews are trained not to use polite phrases such as “please” in emergency situations.

Ota, who now teaches at the Department of International Airlines at Kanda Institute of Foreign Language, cited some of the instructions to passengers in an interview with The Asahi Shimbun.

“Keep your head down!” “It’s OK, calm down!” “This door is a no-no. There’s a fire outside. Get out of here!” ”Put your bags down!” “Take off your high heels!"

Ota said flight attendants are trained to repeat such directions in short sentences, alternating between Japanese and English, in a loud and commanding manner that can be understood by all.

SIMULATIONS AND CLASSROOM WORK 'PAID OFF'

The accident involving the collision of an arriving JAL passenger jet with a Japan Coast Guard aircraft has drawn attention to the work and training of the flight attendants, who safely evacuated all 379 passengers and crew from the burning plane.  

Ota recalled that the training she experienced herself “was very tense.”

JAL flight attendants must undergo emergency preparedness training once a year.

During the training, they participate in a classroom lecture to relearn all the emergency door procedures for different types of aircraft and discuss the best response based on past near-miss incidents.

A full-scale aircraft model is used for on-the-job training and pilots also participate.

According to Ota, during the simulations, the flights attendants are brought forward one by one and tested on their responses to scenarios selected by the instructors from dozens of emergencies.

One example would be, “The brakes failed on the runway and the aircraft landed in the water. The water level is rising rapidly. What do you do now?”

The flight attendant would open the door after checking for safety, then guide colleagues, who are playing the role of passengers, to evacuate the plane.

There is no exam for the simulations, but all participants offer a general evaluation.

There is a written test for the classroom lecture and if flight attendants do not achieve a passing score, they will not be allowed to board for their next assignment, even if they have a flight the next day.

In the Jan. 2 accident, the intercom used to ask the captain for escape instructions was broken and the exit doors were opened at the judgment of the flight crew.

A JAL official said at a news conference on Jan. 3, “Our daily case studies and practical preparations have paid off.”

Regulations established by the transport ministry require airlines to assign crew members roles and responsibilities and train them to respond in the event of a fire and open emergency exits.

JAL said it implements its own training menu based on the ministry’s regulations.

All Nippon Airways Co. also provides hands-on training such as emergency evacuations in addition to classroom lectures and a written test.

Jetstar Japan Co., a low-cost carrier, said it uses an evacuation slide to check how to exit with passengers who need assistance and their posture upon arriving at the bottom.

But it was not only during training that Ota said she worked to prepare for emergencies.

She recalls that even before her regular flights, she repeatedly read the manuals for the different equipment and emergency facilities for each aircraft.

At each pre-flight meeting, the flight attendant in charge will review the location of emergency equipment and possible emergency procedures.

TIPS FOR EVACUATING PASSENGERS

However, even with crew training and preparation, if passengers panic, evacuation will be difficult. So what should passengers be aware of?

It appears that the Jan. 2 evacuation went smoothly because few passengers exited the aircraft with their personal belongings in hand. 

Holding onto luggage slows the evacuation. If the aircraft tilts and baggage falls from an open luggage bin, secondary injuries or damage could occur.

“There is a danger of tripping over luggage and causing a general collapse in the evacuation, or of baggage damaging the evacuation slide,” Ota said. “I want passengers to avoid this at all costs.”

In addition, when the public address system malfunctions, as it did in the Jan. 2 incident, it is difficult for the crew’s voice to reach the passengers.

“In the event of an emergency, I want passengers to remain calm, not speak out loud, trust the training that the crew has accumulated and listen carefully to their instructions,” Ota said.

It is also important to carefully watch the video of emergency procedures that is played before takeoff and read the safety handbook, Ota said.

“Cooperation between crew and passengers increases the chance of survival,” Ota said.

(This article was written by Shiori Tabuchi and Natsuki Edogawa.)