Qatar Airways Pre Induction Booklet July 2012

Service Excellence
Pre-Induction Workbook
Marhaba!!!
Cabin Services Training welcomes you to Qatar Airways. Marhaba, which means
welcome in Arabic reflects the warmth and hospitality of the Qatar Airways family.
This preinduction workbook provides you with the information that you will need to
familiarise yourself with Qatar, Qatar Airways and gives you an introduction into your role
as a cabin crew member. This is your personal copy that you are encouraged to write on
and keep for future reference.
Please bring this workbook along with you to your first day of training in Doha.
About Cabin Services Training
Cabin Services Training provides the service training to our cabin crew members. We have
an excellent team of learning and development professionals who are extremely focused
and committed to providing you with the best opportunities to learn and practice new skills
in a pleasant and supportive environment. In your initial training in Doha we will use
interactive and experiential learning techniques to ensure that each learner develops the
confidence to apply their newly acquired skills and knowledge as soon as they enter the
aircraft as a licensed five star cabin crew member.
Our Vision
To be internationally renowned as the worlds leading provider of Cabin Services.

Our Mission
By working together to provide five star experiences for our internal and external
customers.
We trust that you will enjoy this workbook and look forward to any feedback that you may
have that can help us to improve our product.
Welcome onboard!
The Cabin Services Training Team
Service Excellence Pre Induction Workbook
Cabin Services Training
Table of Contents
Welcome Message..................................................................................................1
Contents..................................................................................................................2
Record of Revision..................................................................................................3
Oscar the Oryx........................................................................................................4
Module 1 Introduction to Qatar .............................................................................5
The Jewel of the Middle East.......................................................................................6
Map of Qatar..............................................................................................................9
The Capital City........................................................................................................10
Discover Doha..........................................................................................................11
Quiz.........................................................................................................................22
Module 2 Introduction to Qatar Airways..............................................................24
Worlds five star airline..............................................................................................25
Qatar Airways brand.................................................................................................26
Timeline highlights....................................................................................................27
The Qatar Airways logo............................................................................................31
Our global network...................................................................................................32
Quiz.........................................................................................................................34
Module 3 Airline terminology................................................................................35
Airline terminology....................................................................................................37
International alphabet...............................................................................................39
The 24 hour clock.....................................................................................................40
Universal time coordination.......................................................................................42
Quiz.........................................................................................................................45
Record of Revision
Revision
No
Revision
Date
Inserted By
Apr-2011
CS Training
Actions
Initial release
Oscar the Oryx
Hi there!
Congratulations on being selected to join the Worlds Five Star Airline.
My name is Oscar. Im an Oryx, an animal that belongs to the antelope family and the
national animal of the state of Qatar. Im passionate about adding value in peoples lives,
therefore, I choose to be a Customer Service Champion!
Im really excited that Im able to guide you along as you complete your pre induction
workbook.
Once again, welcome onboard!
Kind Regards,
Oscar
Module 1: Introduction to Qatar
The Jewel of the Middle East

Qatar, also known as the State of Qatar or locally as Dawlat Qaar, is an Arab country,
known officially as an Emirate, in the Middle East, occupying the small peninsula on the
northeasterly coast of the much larger Arabian Peninsula. It is bordered by Saudi Arabia
to the south; otherwise, the Persian Gulf surrounds the state. A strait of the Persian Gulf
separates Qatar from the nearby island nation of Bahrain.
Shaped like a thumb sticking out from the west coast of the Persian Gulf, Qatar is
approximately 11,437 square kilometers with 700 kilometers of coastline. Wow! It is
centrally placed among the states of the GCC (Gulf Cooperation Council: Saudi Arabia, UAE,
Kuwait, Bahrain and Oman) bordered by Saudi Arabia and the UAE in the south and
Bahrain in the northwest. Most of the Qatari peninsula is flat except for the spectacularly
shaped limestone outcrops (rock formations) of the Dukhan Hills (Jebel Dukhan) in the
west, and the impressive barchans (shifting sand dunes) in the southeast, which at times
reach a height of 60 meters.
Qatar has been ruled as an absolute monarchy by the Al-Thani family since the mid-19th
century and has since transformed itself from a British protectorate noted mainly for
pearling into an independent state reliant on enormous oil and natural gas revenues. In
1995, Sheikh Hamad bin Khalifa Al-Thani became Emir when he took over power from
his father.
Qatar has the world's largest per capita production and proven reserves of both oil and
natural gas. In 2010, Qatar had the world's highest GDP per capita, while the economy
grew by 19.40%, the fastest in the world.
The State of Qatar gained independence on 03 September 1971 with the abrogation of
the Treaty of Protection signed with Great Britain in 1916. Qatar-entered talks with Bahrain
and the UAE intending to solidify a confederation.
Islam is the predominant religion. Muslims constitute 80% of the country's
population. About 10% of the Muslims living in Qatar are Shia. The majority of noncitizens are from South and Southeast Asian and Arab countries working on temporary
employment contracts, accompanied by family members in some cases. Non-citizens can be
Sunni or Shi'a Muslims, Protestant or Catholic Christians, Hindus, Sikhs, Buddhists, or
Bah's. The city of Doha is a melting pot of cultures with people from around the world.
The Qatari Flag
The Qatari Coat of Arms
Qatari culture (music, art, dress, and cuisine) is similar to that of other Arab countries of
the Persian Gulf. Saudi Arabians migrated to Qatar and other places in the gulf; therefore,
the culture in the Persian Gulf region varies little from country to country.
Qatar explicitly uses Sharia law as the basis of its government.
Alcohol is legal with a permit but it is not permitted to drink it in public.
The 2010 Arab Capital of Culture was Doha, Qatar. The Arab Capital of Culture is an
initiative undertaken by UNESCO, under the Cultural Capitals Program to promote and
celebrate Arab culture and encourage cooperation in the Arab region.
Museum of Islamic Art
Qatar Islamic Cultural Centre
Natural resources
There are several natural resources found in the area and these include the following:
Oil discovered in Qatar in the 1930s and first exported in 1949. Onshore oilfields are
around the Dukhan area on the west coast. Offshore fields are to the northeast and east.
Gas Qatar exploits associated gas from the oil reservoirs and has the largest
single-known unassimilated gas field in the world.
Petrochemicals a thriving industry based on hydrocarbon reserves.
Limestone quarried for building purposes.
Gypsum a soft white or grey mineral consisting of hydrated calcium sulphate,
used to make plaster of Paris in the building industry, produced in the north and exported.
Sweet Water Wells where fertile soil collects in natural depressions leading to a
concentration of agricultural land, mainly found in the central and northern parts of
the country.
Groundwater not sufficient to supply the countrys need, desalinated water is
supplied to every dwelling either through network piping or by tanker delivery in
outlying areas.
Marine Resources local fishing is still a thriving industry although oyster beds are
no longer commercially exploited for natural pearls.
Fauna limited to birds such as the houbara, and animals that are pretty hard to spot
such as bats and sand cats.
An oil and gas plant in Qatar
Map of Qatar
Universal Time Zone

Qatar has a universal time coordinate (UTC) of +3 hours
International dialling code
The country code is (+974). There are no area codes.
The Capital City

Doha, literally: "the big tree" or "the sticky tree" is the capital city of the state of Qatar.
Located on the Persian Gulf, it had a population of 998,651 in 2008, and is also one of the
municipalities of Qatar. Doha is Qatar's largest city, with over 80% of the nation's
population residing in Doha or its surrounding suburbs, and is also the economic centre of
the country.
The demography of Doha is unusual in that the majority of residents are expatriates, with
Qatari nationals forming a minority. The largest portion of expatriates in Qatar are from
South Asian countries, mainly Pakistan, India, Sri Lanka, Nepal, Philippines, Bangladesh and
Indonesia, with large amounts of expatriates also coming from the Levant Arab countries,
North Africa, and East Asia. Doha is also home to expatriates from the United Kingdom,
United States, Canada, France, South Africa, and Australia as well as many other countries
from all over the world. Doha also serves as the seat of government of Qatar, which is ruled
by Sheikh Hamad bin Khalifa Al Thani. The city of Doha also held the 2006 Asian Games,
which was the largest Asian Games ever held.
A modern city Dohas skyline
Pearl Island in Doha
10
Discover Doha
Climate
Moderate dry hot desert summers and mild winters describe Qatars climate. Rainfall is
scarce and comes mainly between October and March. The first rains of the season leave
the desert pockmarked, earning them their Qatari name wasmi (mark or spot).
There are many beaches in Qatar and private beaches at 5 star hotels, such as the
Sheraton and Intercontinental, if you wish to spend a day on a private beach.
There are discounts at many of the hotels for Qatar Airways cabin crew.
Climate data for Qatar
Month
Jan
Feb
Mar
Apr
May
Jun
Jul
Aug
Sep
Oct
Nov
Dec
Year
Average high C
22
23
27
32
38
41
46
44
41
35
29
24
33.5
(F)
(72)
(73)
(81)
(90)
(100)
(106)
(115)
(111)
(106)
(95)
(84)
(75)
(92.3)
Average low C
13
13
17
21
25
27
29
29
26
23
19
15
21.4
(F)
(55)
(55)
(63)
(70)
(77)
(81)
(84)
(84)
(79)
(73)
(66)
(59)
(70.6)
17.8
15.2
7.6
2.5
Precipitation
mm (inches)
12.7
(0.5)
(0.701) (0.598) (0.299) (0.098)
The Sheraton Hotel
11
2.5
12.7
(0)
(0)
(0)
(0)
(0)
(0.098)
(0.5)
The Intercontinental
71
Language
Arabic is the official language in Qatar.
There are a number of different dialects, with some differences, although normally Arabic
speakers find themselves mutually intelligible. It is worth noting that you absolutely dont
need to speak Arabic to function in Qatar. However, not everyone speaks English and there
are times when it will be an advantage. Arabs will also be pleased at the interest in their
language, and are always eager to help you learn.
Basic Arabic Words And Phrases
English Phrase
My name is...
What is your name?
Arabic Phrases
Esmee....
Shoo esmak (male) shoo esmik (female)
Good Morning
Sabah el Khair
Reply
Sabah el Noor
Good Evening
Masah el Khair
Reply
Masah el Noor
Hello
Salam Ale Koum
Reply
Ale Koum Salaam
Good bye
Maa Salama
Thank you
Shukran
You are welcome
Afwan
Sorry
Aesef
Excuse me please
Min (fadlak/fadlik) law samaht
Yes
Nam
No
La
Okay
Please
Tamam
Min fadlak (male)
Min fadlik (female)
Little
Enough
12
Shwai
Bas
Basic Arabic Words And Phrases
English Phrase
Arabic Phrases
Finish
Khalas
Toilet
Hammam
Tea
Coffee
Chai
Kahwa
Milk
Halib
Juice
Assir
Ice
Thalj
Water
Chicken
Do you want a newspaper?
What would you like to drink?
What would you like to eat?
Please sit down
Mai
Dajaj
Tabbi jareidah
Aish tabi tashrab
Aish tabi takul
Min fadlak Ejlis (male)
Min fadlik Ejlisi (female)
13
Transportation
The primary means of transportation in Qatar is by road, due to the very cheap price of
petroleum. The country as a result has an advanced road system undergoing vast
upgrades in response to the country's rapidly rising population, with several highways
undergoing upgrades and new expressways within Doha under construction. A large bus
network connects Doha with other towns in the country, and is the primary means of public
transportation in the city.
The Salwa International Highway currently connects Doha to the border with Saudi Arabia,
and a causeway with both road and rail links to Bahrain at Zubarah is due to begin
construction shortly. The causeway will become the largest in the world, and will be the
second to connect Bahrain to the Arabian Peninsula.
Currently, no rail networks exist in the country. In November 2009, however, the
government signed a $26 billion contract with the German company Deutsche Bahn to
construct a railroad system over the next 20 years. The network will connect the country
itself, and will include an international link with neighboring states as part of a larger rail
network being constructed across the countries of the Gulf Cooperation Council. A railway
link is also under construction between Qatar and Bahrain as part of the Qatar Bahrain
Causeway.
Qatar's main airport is the Doha International Airport, which served almost 15,000,000
passengers in 2007. In comparison, the airport served only 2,000,000 passengers in 1998.
As a result of the much larger volumes of passengers flying into and through the country
today, the New Doha International Airport is currently under construction, and will replace
the existing airport in 2012.
Karwa Taxi
New Doha International Airport
14
Karwa Buses
Business Hours
These are the regular business hours.
Office
Time & Days
Government Ministries and departments
0600h 1400h Sundays to Thursdays
Commercial Offices
0730h 1230h and 1530h 1930h.
split opening times
Shops
0800h 1230h and 1530h till

late
Most shops are closed on

Fridays except for souqs
which, are open after
Malls
Generally open from 1000h to

2100h or 2200h
Banks
Remarks
Generally banks are open between

0700h 1230h
However, some banks

may open till late or have
the spilt opening times.
There are banks stationed
at shopping malls, which
Weekends are on Fridays and Saturdays. During your training you will receive
only one day off.
During Ramadan, many offices operate different hours and it is best to check
with the office prior to visit. Ramadan is the ninth month of the Islamic calendar.
It lasts up to 29 to 30 days. It is the Islamic month of fasting, in which
participating Muslims refrain from eating, drinking and sexual relations from dawn
until sunset. Fasting is intended to teach Muslims about patience, humility, and
spirituality. It is a time for Muslims to fast for the sake of God (Arabic:Allah) and to
offer more prayer than usual. As compared to the solar calendar, the dates of
Ramadan vary, moving backwards about eleven days each year depending on the
moon. Muslims believe Ramadan to be an auspicious month for the revelations of
God to humankind, being the month in which the first verses of the Qur'an were
revealed to the Islamic prophet, Muhammad.
Qatars independence day is celebrated on 18th December.
The Ramadaan Moon
15
Shopping
If you love shopping, then Dohas the right place for you.
The shopping in Qatar is fantastic and, according to Qatari ladies, who are masters (or
rather mistresses) of shopping, it is also substantially cheaper than in Dubai.
Here is a place where you will find lingerie from Paris, shoes from Italy, antique daggers from
Oman, teak furniture from India, desert truffles from Qatar and dates from Saudi Arabia.
It is also a place where you can choose between traditional and modern shopping. You can
head out to the wholesale markets, browse through the souqs that huddle close together in
the centre of Doha, or enjoy the luxury of Doha's first class air-conditioned malls.
Bargaining is expected in markets and souqs. In fact, even if you dont bargain sometimes
you will be given a discount anyway. If you are serious about bargaining, try walking away
and see if the vendor will follow you. Quite often this can lead to a serious reduction in price and if it doesn't, you can always return later.
Bargaining is not normally common in malls, although you can always get a reduction in price
on expensive jewellery.
City Centre Mall:
A modern shopping mall in Doha, considered one of the largest malls in the Middle East.
You can get almost everything here from grocery shopping (Carrefour) to clothes, music
& video discs, electrical items and household items. It also has a cinema complex .
16
Landmark Mall:
A trendy, up-market mall, located 15-minutes away from the Corniche area.
It has a supermarket catered for the international market, and has a cinema complex .
Villagio:
Trendy mall, similar to Landmark Mall. Located in Medinah Khalifah.
17
Souq Waqif:
Literally translated to "the standing market," this shopping destination is renowned for
selling traditional garments, spices, handicrafts, and souvenirs. It is also home to tens
of restaurants serving cuisines from all over the world, as well as Shisha lounges.
Although this market dates back at least a hundred years, it has been recently restored
back to its original glory. It is now considered one of the top tourist destinations within Doha.
Centre point Mall:

Al Asmakh Mall, sometimes referred to as Centerpoint Mall, is owned by the Regency Group
and mainly houses the retail outlets of the Landmark Group, which includes Home Center and
Centrepoint (Splash, ShoeMart, BabyShop, City Lifestyle, Emax). The 36.5 thousand square
meter shoppping center also houses a children's entertainment area and a food court (Kappa,
Baskin Robbins, McDonald's, Costa Coffee).
18
The World Cup

The 2022 FIFA world cup will be the 22nd FIFA world cup, an international football
Tournament that is scheduled to take place in 2022 in Qatar.
The competition is scheduled to take place in June and July, although proposals have been
made for a winter season. The tournament will involve 32 national teams, including that of
the host nation. This is the first time a country in the Middle East will host the World Cup.
19
Useful Tips
As a courtesy to Qatar being an Islamic state, visitors should dress modestly.
Normal swimwear (including bikinis) is acceptable on the beach or by the pool,
but t-shirts and discreet covering of the legs is advised when moving away from
these areas. To avoid attention, it is advisable to dress modestly at all times. It is
considered particularly important to dress modestly during the holy fasting
season of Ramadan.
It is considered insulting to sit in such a way that the soles of your feet are
pointing at a Qatari host, or to sit with your back towards the other guests. Notice that
chairs are usually arranged around the walls.
During Ramadan, never eat, drink or smoke in public during daylight hours. Its
important that you respect the local tradition and culture by doing everything in moderation
during this month.
Dont hand or accept items with your left hand, and if youre eating with your fingers,
use only your right hand. Following Muslim convention, the left hand is reserved for bodily
functions.
Never drink alcohol in public. Alcohol is available in hotels and club restaurants and
bars. Restaurants outside hotels are not permitted to serve alcohol. Alcohol will not be
served during the month of Ramadan.
Do not take photographs of military installations or women dressed in traditional clothes.
Be prepared to bargain with shopkeepers. Asking for discounts is the norm.
Make sure you drink plenty of water, especially during the hot summer months. You
are advised to drink bottled/mineral water.
Remember to cover your head and use high-factor sun block on all exposed skin
including the tops of your feet because the sun can be very fierce during summer.
Dont go barefoot in the sand and sea. Stonefish are rare but may be found along the
shorelines. When you step on it, it can inject poison into your foot.
Evenings are an ideal time to explore the town. Qatar is one of the safest places
youll find in the world; so dont be afraid to go out at night.
Youll often find people offering you a ride. Be wary when accepting such offers.
Like all countries, some people are genuine and helpful, while others may make you feel
vulnerable
20
Hey buddy.
I hope youve enjoyed exploring Qatar and its capital city, Doha!
Im really looking forward to the next session on Qatar Airways. Before you begin the please
complete the test your knowledge quiz on the next page.
Cheers for now!
Oscar
Recommended websites for more info:
21
Quiz : 1
True or False
Are the following statements true or false?
1.
2.
3.
4.
5.
6.
7.
8.
9.
10.
Qatar is ruled by a monarchy, the Al-Thani family.

Qatar explicitly uses Sharia law as the basis of its government.
The capital city of Qatar is al Wakra.
The country dialling code is +478
Doha translated into English means little fig tree
Qatar is a Muslim country.
Qatar Airways cabin crew are able to receive discounts at some five star hotels, such as the
Intercontinental.
A taxi cab in Doha is called a Karwa.
Weekends in Doha fall on a Saturday and Sunday.
Qatar will be the host of the 2022 FIFA World Cup.
Fill in the blanks

Have a go and test your Arabic.
English Phrase
Arabic Phrase
Sabah el Khair
Hello
My name is
Bas
Would you like to eat?
Coffee
Welcome
Shukran
Good evening
Tea
Shoo esmak?
Please sit down
( male )
( female )
Would you like to drink?

You are welcome
Nam
22
Quiz : 2
Fill in the blanks
Complete the following statements.
Qatar has the worlds largest per capita production and proven reserves of _________ and
________________.
Islam is the predominat religion. Muslims constitute ____% of the population.
The 2010 arab ______________ of culture was Doha.
Qatar has a universal time coordinate of + ____ hours.
Over 80% of the nations population reside in ________________.
The primary means of transport in Doha is by road due to the very cheap price of
_____________________.
Qatars main airport is _______ _________ _______________airport.
The new airport will open in the year _______.
Souq Waqif translated into English means _______________________.
Villagio mall is located in the suburb of ______________ Khalifah.
Qatar will host the __________ world cup.
Never drink ____________ in public.
Dont hand or accept items with your ______________ hand.
During the hot summers make sure you drink plenty of _____________.
Do not take photographs of ______________ installations or ___________ dressed in

traditional clothes.
23
Module 2: Introduction to Qatar Airways
24
Worlds Five Star Airline

Qatar, is the flag carrier of Qatar. Headquartered in the Qatar Airways Tower in Doha, it
operates a hub-and-spoke network, linking over 100 international destinations from its base
in Doha, using a fleet young aircraft. It is one of only seven airlines awarded 5-star rating
by Skytrax along with Cathay Pacific, Asiana Airlines, Malaysia Airlines, Singapore Airlines,
Hainan Airlines, and Kingfisher Airlines. In 2011, Qatar Airways was awarded the
prestigious Worlds Leading Airline award by Skytrax.
Qatar Airways operates services across Africa, Central Asia, Europe, Far East, South Asia,
Middle East, North America, South America and Oceania.
Qatar Airways is currently undergoing a major expansion and is one of the fastest growing
airlines in the world. The airline also operates one of the youngest fleets in the world (an
average of less than 4.1 years).
The airline employs more than 19,000 people. 13,000 employees work for the airline
directly while the other 6,000 work in the airline's subsidiaries
25
Qatar Airways Brand

Brand Vision:
A world class global brand
Mission Statement:
Excellence in everything we do!
Brand Promise:
A world-class international airline offering 5-star travel experience of exceptional quality and
comfort
Brand Values:
Confident: Represents the belief in Qatars place in the world. An airline that is demanding
of itself.
Generous: Defines the genuine and giving nature of the airline Middle Eastern Hospitality.
Progressive: Defines the energy and openness of Qatar and the airline that serves it
Brand Assets:
Quality Product
Superior Hospitality
Unique experience
Youngest Fleet
Premium Terminal
FCL & Airport Lounge
Global network
In-Flight Service
Product Features
Intuitive Website
F&B
Brand Tag line:

Worlds 5-star Airline
26
Timeline Highlights
June 2011: Qatar Airways wins the Worlds Leading Airline award by SKYTRAX at the Paris
Air Show.
December 2010: Doha International Airports new Arrivals Terminal officially opened to
the public 19th December 2010 to receive an increasing number of visitors to the State of
Qatar. Together with its opening, a new Premium Arrivals Lounge opened its doors to
Premium Class customers to relax and unwind with the 5 star quality services prior to
meeting their families or business associates.
At London Heathrow, Qatar Airways moved its operations to Terminal 4 where the airline
plans to also open a dedicated passenger Lounge.
On the 8th of December 2010, the airline announced an expansion of its East African
network with 12 additional flights across two capital cities- Nairobi and Dar es Salaam
November 2010: Mr. Akbar Al Baker, Chief Executive Officer of Qatar Airways was
recognized by the Civil Aviation Authority of the State of Qatar for his role in the airlines
long term contribution to the economic growth of Qatar at the Leaders in Aviation Awards
held during the Doha Aviation Summit.
Qatar Airways announced its 100th destination Aleppo- the carriers second destination in
Syria- to start operations in April 2011; launched its Vietnamese expansion with the
inaugural flight to Hanoi via Bangkok and began three flights a week services to Nice in
southern France.
October 2010: For the 5th year, Qatar Airways received the Best Middle Eastern Airline
award by TTG Asia Magazine during the TTG Asia Pacific Awards ceremony held in Bangkok
and for a second time it was accorded the Best Middle Eastern Airline at the 2010
Business Traveller Asia Pacific Award held in Hongkong.
Qatar Airways announced its fourth destination in Germany Stuttgart- scheduled to start
in March 2011 and the addition of a 3 rd daily flight to Bangkok starting 01 November 2010.
Flights to Phuket via Kuala Lumpur began on 12th October 2010.
August 2010: Qatar Airways received its 20th Boeing 777 Aircraft that will provide
enhanced ultra-long haul capability.
At the annual Airline Strategy Awards held in London, Qatar Airways was honored by
leading aviation industry figures for its wide-ranging global environmental initiatives. It was
recognized for its well documented move into research of alternative jet fuel as part of an
overall mission to secure a cleaner and environmentally friendly future.
Qatar Airways, with its partner Mobiqa,a mobile content optimisation company, launched a
mobile version of Qatar Airways website. The mobile website enables travelers to easily
access the most popular services of qatarairways.com through their internet-enabled mobile
device.
Qatar Airways announced a 20% increase in frequency covering the cities of Delhi, Cochin
and Amritsar India starting September 2010.
June 2010: Qatar Airways began its operations to Barcelona, its second destination in
Spain; Sao Paolo, Brazil and Buenos Aires, Argentina. The airline also announced the
addition of 6 new routes Bucharest Romania, Budapest Hungary, Brussels Belgium, Nice
27
May 2010: Skytrax awards Qatar Airways as third best airline in the world. The airline also
wins Worlds Best Business Class award and Worlds Best Business Class catering. Qatar
Airways also receives Best Airline in the Middle East for the fifth consecutive year and
becomes the first airline to receive the Staff Service Excellence Award for the Middle East.
The new award replaces the Best Cabin Staff in the Middle East category, which Qatar
Airways has won for the past seven years. The expanded category now includes airline staff
at all passenger touch points, including onboard, reservations, check-in and airport
personnel.
May 2010: At the Business Traveller Middle East Awards, Qatar Airways wins the title Best
Economy Class in the Middle East for the second year running.
May 2010: Qatar Airways retains its title Leading Business Class Airline in the Middle East
title as voted by travel industry professionals in the prestigious World Travel Awards, an
honour that the airline has now held for five consecutive years. The airlines exclusive
Premium Terminal for First and Business Class passengers at Doha International Airport was
named Leading Airport Lounge in the Middle East.
February 2010: Qatar Airways fleet size reaches 80 aircraft following the delivery of its
latest Boeing 777-300 Extended Range aircraft.
January 2010: Qatar Airways announces a world first a joint study with Qatar-based and
industry partners into the development of sustainable bio jet fuel.
December 2009: Qatar Airways launches first flights to Australia, into the Victorian State
capital of Melbourne.
November 2009: Qatar Airways wins Worlds Leading Airline Business Class award at
the 16th World Travel Awards in London.
October 2009: Qatar Airways completes worlds first commercial passenger flight powered
by gas-to-liquids (GTL) aviation jet fuel, using an Airbus A340-600 from London Gatwick to
Doha.
October 2009: Qatar Airways wins Best Middle Eastern Airline at TTG Asia Travel Awards
for fourth consecutive year.
September 2009: Qatar Airways wins prestigious Airline of the Year accolade at the
annual TTG (Travel Trade Gazette UK) awards in London.
September 2009: Qatar Airways named Best Business Class Airline in China at the China
Travel & Meeting Industry Awards organised by Travel Weekly China.
May 2009: Readers of Dubai-based Business Traveller Middle East magazine named Qatar
Airways Economy Class as Best in the region.
May 2009: Qatar Airways wins Best Business Class in the Middle East and Best Cabin Crew
in the region at the World Travel Awards held in Dubai.
April 2009: Qatar Airways wins several accolades at the annual 2009 Skytrax passenger
awards following a survey of more than 16 million travellers. The airlines Economy Class
was voted Best in the World; Qatar Airways cabin crew named Best in the Middle East for
the 7th year running in 2009; Qatar Airways voted Best Airline in the Middle East for the 4 th
consecutive year.
28
December 2008: World Travel Awards names Qatar Airways Worlds Leading Business
Class at the 15th Annual World Travel Awards final Gala ceremony on the Caribbean island
of Turks & Caicos.
November 2008: World Travel Awards names Qatar Airways Best Business Class Airline in
the Middle East and regions Best Airline Lounge in Doha for its exclusive Premium Terminal.
Qatar Airways also won the Aviation Business Award for Inflight Services.
October 2008: Qatar Airways named Best Airline in the Middle East for the third
consecutive year by readers of TTG Asia magazine.
August 2008: Qatar Airways wins two Skytrax awards confirming its leading position as
one of the top 10 airlines in the world, and also as the best carrier in the Middle East region
for the third consecutive year. Qatar Airways cabin crew was named Best in the Middle East
for the sixth straight year.
February 2008: Doha International Airport wins Best Airport Airline partnership award at
the annual Airport Expansion Middle East awards in Doha.
December 2007: Qatar Airways receives three accolades at the World Travel Awards 2007
in the Caribbean islands of Turks & Caicos Worlds Leading Business Class Airline, Worlds
Best Inflight Meal Service, and Leading Business Class Airline In The Middle East.
November 2007: Qatar Airways takes delivery of the first of its 32 Boeing 777 aircraft.
October 2007: Qatar Airways named Best Airline in Middle East and Africa by readers of
TTG Asia magazine for the second consecutive year.
July 2007: Qatar Airways wins three Skytrax awards including Best First Class in the
World, Best Middle East airline for second year running, and Best Cabin Crew in the Middle
East for the fifth consecutive year.
Qatar Airways launches non-stop flights to Washington DC its second US route.
June 2007: Qatar Airways launches flights to North America with services from Doha to
Newark (New York) via Geneva).
May 2007: Qatar Airways named Best Airline for the second year running at the annual
Middle East and North Africa (MENA) travel awards in Dubai.
April 2007: Qatar Airways Privilege Club scoops unprecedented eight airline awards at
the 19th annual Freddie loyalty Awards in America.
January 2007: Qatar Airways voted Best Airline in the Middle East by readers of USbased Global Traveller magazine.
November 2006: Qatar Airways opens worlds first dedicated Premium Terminal for First
and Business Class passengers at Doha International Airport.
October 2006: Qatar Airways receives its 50th aircraft an Airbus A340-600 (High Gross
Weight) a significant milestone considering the airline operated only four aircraft at the
time of its re-launch in 1997.
29
October 2006: Qatar Airways named Best Airline in Middle East and Africa by readers of
TTG Asia magazine.
September 2006: Qatar Airways receives four accolades at the World Travel Awards 2006
in the Caribbean islands of Turks & Caicos Worlds Leading Business Class Airline, Worlds
Best Inflight Meal Service, Leading Airline in the Middle East and Leading Business Class
Airline In The Middle East.
September 2006: Qatar Airways takes delivery of worlds first High Gross Weight version
of the Airbus A340-600 aircraft designed to operate non-stop on long-haul routes such as
Doha US east coast.
June 2006: Qatar Airways honored in the 2006 Skytrax Awards. Airline named Best in the
Middle East, cabin crew voted Best in Middle East for 4 th year running and 2nd best in the
world. Airlines global ranking rises to 6th best in the world.
June 2006: Qatar Airways Privilege Club wins accolades at the annual Freddie Awards in
Los Angeles recognizing the worlds best travel loyalty programmes. Privilege Club wins
awards for Best Elite Level, Best Website and Best Bonus Promotion.
May 2006: Qatar Airways named Airline of the Year at the annual Middle East and North
Africa (MENA) travel awards in Dubai.
April 2006: Qatar Airways picks up the Middle East Finance Deal of the Year Award for
the second time in three years at the Air Finance Conference in New York. Award
recognizes the unique financing deal for its Buyer Furnished Equipment with a group of
three banks.
April 2006: Qatar Airways carried more than 6.3million passengers during the 2005/06
financial year, up from 5.6million in 2004/2005.
February 2006: Qatar Airways is honored with the Inflight Service Consistency Excellence
Award by Skytrax.
November 2005: Qatar Airways scoops four accolades at the World Travel Awards in
London. They were:- Qatar Airways CEO named Personality of the Year; Leading Flat Bed
Seat in First Class; Best Inflight Meal Service and Leading Airline in the Middle East.
October 2005: Qatar Airways Chief Executive Officer Akbar Al Baker is honored with the
Lifetime Achievement Award by organizers of the Arab World Travel and Tourism
Conference and Exhibition in Beirut.
September 2005: Qatar Airways retains the stringent IOSA (IATA Operational Safety
Audit) which it originally secured in 2003 as the first airline in the world to pass the audit
with 100 per cent compliance.
August 2005: As Official Airline of the 15th Asian Games in Doha, Qatar Airways takes
delivery of the first of several Asian Games branded A330 aircraft.
2004: Qatar Airways joins a small elite group of airlines to be awarded the prestigious Five
30
The Qatar Airways Logo

The Oryx Logo
This large long-horned (mountain goat-like) antelope is one of the worlds rarest mammals
and was at one time considered virtually extinct. In the Gulf region, the State of Qatar has
pioneered the move to save it from extinction and propagate its rare breed. The Oryx farm
located in a private estate near Shahaniya now houses a large and healthy herd. Permission
has to be obtained before visiting the farm, or arrangements are done through local tour
companies. The Oryx may also be viewed from the Municipal Zoo located in the outskirts of
Doha, approximately half an hours drive from the town center.
With all the other airlines in the Gulf depicting the power and swiftness of the falcon for
their logos, Qatar Airways has selected the Oryx in line with its thrust to emerge as an
airline which sets new trends and new beginnings.
31
Our Global Network
Qatar Airways was launched on 20th January 1994. The aim of airline was to offer
superior service and lower fares. The first flight was to Sharjah by Captain Khairy. In
October 1996, our current CEO, Akbar Al Baker was appointed to head Qatar Airways. In
1997 the airline was re launched. It gained a good reputation in the region and the aircraft
and passenger numbers continued to grow.
Today, Qatar Airways flies to over 100 destinations around the globe. Our 100th
destination was Aleppo in Syria. We began flying there on 06 April 2011.
32
Hey friend
I hope youve enjoyed the section on Qatar Airways, the worlds five star airline!
I hope that you are really excited to be joining such a growing airline that has achieved so
many milestones in such a short span of time. Im really looking forward to the next session
on airline terminology. Please complete the test your knowledge quiz on the next page
before you being that section.
Catch you later!
Oscar
33
Quiz : 3
True or False
Are the following statements true of false?
Qatar Airways cabin crew wear orange and grey uniforms.
Qatar Airways has a premium terminal for exclusive use by their first and business class
customers.
Qatar Airways is a five star airline.
Qatar Airways three brand values are : progress, timely and fashion.
Qatar Airways started flying to Aleppo, Syria in April 2011.
Skytrax awarded Qatar Airways as the fifth best airline in the world in May 2010.
Qatar Airways logo is an Oryx.
Qatar Airways started flying to its 100th destination in April 2011.
The Oryx is the national animal of Qatar.
Qatar Airways was originally launched in 1994.
Qatar Airways was re-launched in 2007.
Mr Akbar al Baker is the CEO of Qatar Airways.
34
Module 3: Airline Terminology
35
Hiya mate
The next section deals with airline terminology. As a Five Star cabin crew member it is
critical that you are familiar with this terminology. You will have sufficient time at home to
master these phrases and terms before your join us for your first day at Cabin Services
Training in Doha.
Good luck!
Oscar
36
Airline Terminology
Please familiarise yourself with the terms and abbreviations below.
Term
Definition
AFT or REAR
Back part of the aircraft
FWD or FORWARD
Front part of the aircraft
FUSELAGE
Body or framework of the aircraft
BULKHEAD
Partition walls between cabins
GALLEY
An aircraft kitchen
EMBARK
Container or designated area in galley/cabin to secure baggage or service

item/equipment.
Board the aircraft
DISEMBARK
Get off the aircraft.
UPGRADE or
DOWNGRADE
Change class of customer from one service to

Another for example, from economy to business or vice versa
AMENITIES
Items for customer use, e.g. tissues, soap, night kits, etc.
DRY STORES
Food items such as coffee, cheese biscuits etc. loaded in an atlas box
inside standard containers
ATLAS DRAWER
A drawer used for storage of dry items in the atlas box
PILLOW PACK
A pack used to brew coffee in the coffee maker
MEAL CART
A service cart containing pre-set meals
MINERAL/
BEVERAGE CART
A service cart with drawers containing soft drinks and juices
BAR CART
A service cart with a drawer containing alcohol
BI-CLASS
2-class cabin aircraft e.g. Business and Economy
TRI-CLASS
3-class cabin e.g. First, Business and Economy
FC
First class
JC
Business class
YC
Economy class
SH
Short Haul flight
MH
Medium Haul flight
STOWAGE
37
Airline Terminology
Please familiarise yourself with the terms and abbreviations below.
Term
Definition
LH
Long haul flight
US
Unserviceable ( not working)
YP
Young passenger (12-16 years old travelling alone)
UM
Unaccompanied minor (5 11 years old travelling alone)
VIP
Very important person
PAX
Commercially important passenger (support Qatar Airways for example,

travel agents)
Passenger/Customer
TRANSIT
Aircraft stops on ground between sectors
CIP
SECTOR
DOWNROUTE
SBY
Take off to landing phases of a flight e.g Doha to Bangkok

Doha is the base station, all other stations on the network are referred to
as down route
Standby ready to be called out to operate a flight from the airport, hotel
or your accommodation in Doha
TBN
To be notified for roster or flight assignment changes
DHD or DEADHEADING
Cabin crew flying on duty for positioning as a passenger
STD
Scheduled time of departure
STA
Scheduled time of arrival
IFE
In-flight entertainment
PC
Privilege Club (frequent traveller program)
UTC
Universal Time Coordinates
38
International Alphabet
The international alphabet is used to make sure that information is passed accurately during
communication. For example, you will often hear the last two letters of a planes registration used to
describe a particular aircraft.
E.g. an aircraft with the last two letters of its registration being BN will be referred to as Bravo
November.
This information is particularly important in making sure you get on the correct aircraft for your flight,
when there are several similar aircraft parked side-by-side.
You need to learn this alphabet.
A
B
C
D
E
F
G
H
I
J
K
L
M
N
O
P
Q
R
S
T
U
V
W
X
Y
Z
39
ALPHA
BRAVO
CHARLIE
DELTA
ECHO
FOXTROT
GOLF
HOTEL
INDIA
JULIET
KILO
LIMA
MIKE
NOVEMBER
OSCAR
PAPA
QUEBEC
ROMEO
SIERRA
TANGO
UNIFORM
VICTOR
WHISKY
X-RAY
YANKEE
ZULU
The 24 Hour Clock
The earth has latitudinal and longitudinal lines. Where a country falls with regards to the latitude
determines the climate whereas longitude determines the time zone. All airlines utilise the 24-hour clock
in their schedules and timetables. The 24-hour clock is the system used and followed by Qatar Airways
rostering.
The 24-hour clock does not differentiate morning and afternoon with the term A.M. and P.M. It counts
the hours continuously from one (1) minute past midnight as 0001 hours until one (1) minute before
midnight 2359 hours.
12 hour clock
24 hour-clock
12:00 midnight
2359 h or 0001 h
Zero zero zero one hrs
1:00 am
0100 h
Zero one hundred hrs
2:00 am
0200 h
Zero two hundred hrs
3:00 am
0300 h
Zero three hundred hrs
4:00 am
0400 h
Zero four hundred hrs
5:00 am
0500 h
Zero five hundred hrs
6:00 am
0600 h
Zero six hundred hrs
7:00 am
0700 h
Zero seven hundred hrs
8:00 am
0800 h
Zero eight hundred hrs
9:00 am
0900 h
Zero nine hundred hrs
10:00 am
1000 h
Ten hundred hrs
11:00 am
1100 h
Eleven hundred hrs
12:00 noon
1200 h
Twelve hundred hrs
1:00 pm
1300 h
Thirteen hundred hrs
2:00 pm
1400 h
Fourteen hundred hrs
3:00 pm
1500 h
Fifteen hundred hrs
4:00 pm
1600 h
Sixteen hundred hrs
5:00 pm
1700 h
Seventeen hundred hrs
6:00 pm
1800 h
Eighteen hundred hrs
7:00 pm
1900 h
Nineteen hundred hrs
8;00 pm
2000 h
Twenty hundred hrs
9:00 pm
2100 h
Twenty one hundred hrs
10:00 pm
2200 h
Twenty-two hundred hrs
11:00 pm
2300 h
Twenty-three hundred hrs
40
Say it this way
The 24 Hour Clock
An alternative way of looking at the 24-hour clock is like this:
1800H
41
Universal Time Coordination
This is the process to provide a standardized time for use anywhere in the world using the 24-hour clock.
The Local Time (LT) is used on your flying roster.
The earth is divided into 24 different time zones, measured along the lines of longitude. Universal
Time Co-ordination (UTC) or Greenwich Mean Time (GMT) is the internationally agreed
standard time indicated on the 0 line of longitude. Time zones east of the 0 lines of longitude are
ahead of the UTC and to the west, are behind the UTC.
In addition, some countries make adjustments to their local time between summer and winter; adding
or taking away one hour, which affects the difference in UTC. This is due to the shorter day/sunshine
hours during winter time.
An example of the UTC map showing how the world is divided into different time zones
Daylight Saving Time (DST)

Starts: Last Sunday in March (+1) Summer Time
Ends: Last Sunday in October (0) Winter Time
So
for
example:
Frankfurt
is
+2
UTC
in
summer
and
+1

http://www.timeanddate.com/worldclock/
http://en.wikipedia.org/wiki/Time_zone
42
UTC
in
winter.
Local Time
To calculate local time you apply the time adjustments to UTC.
So for example, if the time in UTC is quoted as 0800 UTC, the local time in Doha is 1100 (as DOH is +3
UTC).
UTC = 0
DOH = +3
0800 + 3 hours = 1100 hrs
The below UTC map shows the 24 longitude lines of the different time zone
Example:
The local time in ISB is 1800h. What is the time in LHR in summer? _________ And
what is KUL time _____________? Calculation:
ISB = UTC + 5
LHR = UTC +1 (Summer time)
KUL = UTC+ 8
Calculation: If it is 1800H ISB local time, ISB (UTC +5), therefore UTC time = 1300H LHR = UTC + 1
during summer = (1300H + 1) = 1400H LHR local time in summer KUL = UTC + 8 = (1300H + 8) =
2100H KUL local time
43
Hullo mate
I hope youve enjoyed mastering the information on airline terminology.

Im really looking forward to you joining us in Doha. Please complete the test your
knowledge quiz on the next page.
Now you can relax and enjoy the time with your family before you begin this exciting
chapter in your life!
Bye for now!
Oscar
44
Quiz : 4
Now test yourself and see how many you have remembered. Write the appropriate
answers on the space provided.
Definition
Term
To be notified for roster or flight /assignment

Changes
Universal time coordination
Aircraft ground stop between sectors
Commercially important passenger
Back part of the aircraft
Get off the aircraft
Aircraft kitchen
Doha is the base, all other stations on the network are
referred to as
Change class of customer from one service to another
Service carts containing pre-set meals or drinks
Partition walls between cabins
Unaccompanied minor
Board the aircraft
Scheduled time of arrival
Service carts with drawers containing beverage
Supplies
Body or framework of the aircraft
DHD or DEADHEADING
Standby ready to operate a flight from the airport,
hotel or
45
Notes
46
Notes
47

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Service Excellence

To be internationally renowned as the worlds leading provider of Cabin Services.

The Cabin Services Training Team

Service Excellence Pre Induction Workbook

Cabin Services Training

Service Excellence Pre Induction Workbook

Cabin Services Training

Service Excellence Pre Induction Workbook

Cabin Services Training

Oscar the Oryx

Service Excellence Pre Induction Workbook

Cabin Services Training

Module 1: Introduction to Qatar

Service Excellence Pre Induction Workbook

Cabin Services Training

The Jewel of the Middle East

The Qatari Flag

Service Excellence Pre Induction Workbook

The Qatari Coat of Arms

Cabin Services Training

Alcohol is legal with a permit but it is not permitted to drink it in public.

Museum of Islamic Art

Service Excellence Pre Induction Workbook

Qatar Islamic Cultural Centre

Cabin Services Training

An oil and gas plant in Qatar

Service Excellence Pre Induction Workbook

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Universal Time Zone

Service Excellence Pre Induction Workbook

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The Capital City

A modern city Dohas skyline

Pearl Island in Doha

Service Excellence Pre Induction Workbook

Cabin Services Training

Climate data for Qatar

(0.701) (0.598) (0.299) (0.098)

The Sheraton Hotel

Service Excellence Pre Induction Workbook

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Salam Ale Koum

Ale Koum Salaam

You are welcome

Min (fadlak/fadlik) law samaht

Service Excellence Pre Induction Workbook

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Basic Arabic Words And Phrases

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New Doha International Airport

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Time & Days

Government Ministries and departments

0600h 1400h Sundays to Thursdays

0730h 1230h and 1530h 1930h.

split opening times

0800h 1230h and 1530h till

Most shops are closed on

Generally open from 1000h to

Generally banks are open between

However, some banks

Qatars main airport is ___ _ ___________airport.

Do not take photographs of ____ installations or _ dressed in