General aviation knowledgeBeginner
First impressions and greeting passengers
Why the first 10 seconds of boarding matter, and how to greet passengers warmly and efficiently.
Passengers form an impression of the whole flight within seconds of stepping on board. Eye contact, a genuine smile and a warm verbal greeting set the tone before a single service item is delivered.
Good greeting also does quiet safety work: it's the moment crew get a first look at each passenger, notice anyone who might need help, and start building the rapport that makes later requests easier to handle.
Consistency matters — every passenger, from the first row to the last, deserves the same attentive greeting.
Key points
- First impressions form within seconds of boarding.
- A greeting is also a quick, informal safety check.
- Every passenger deserves the same attentive welcome.
Vocabulary
- Rapport
- A friendly, trusting connection built with a passenger through small interactions.
- First impression
- The instinctive judgement someone forms in the first moments of an interaction.
Remember this
You never get a second chance to make a first impression — use those first seconds well.
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