Command Upgrade Handbook

QATAR AIRWAYS TRAINING DEPARTMENT
Command Upgrade Handbook

Version 2.00
Chief Pilot Training Office

6 February 2012
Qatar Airways Command Upgrade Handbook

Version 2.00
Training Department
Command Upgrade Handbook 6 February 2012
1 INTRODUCTION TO COMMAND UPGRADE TRAINING ................................................................ 5

2 DEFINITIONS ............................................................................................................................................. 7
3 CAPTAIN’S RESPONSIBILITIES ............................................................................................................ 7
3.1 AN INTRODUCTION ................................................................................................................................. 7
3.2 LEGAL STATUS ....................................................................................................................................... 7
4 OPERATION MANUALS (OM) ................................................................................................................ 8
4.1 OM PART A: GENERAL BASICS .............................................................................................................. 8
4.2 OM PART B: FCOM/QRH/MEL-CDL .................................................................................................. 8
4.3 OM PART C ............................................................................................................................................ 8
5 COMMUNICATION AND DECISION MAKING ................................................................................. 10
5.1 COMMUNICATION ................................................................................................................................. 10
5.1.1 Speaking .......................................................................................................................................... 10
5.1.2 Listening .......................................................................................................................................... 13
5.1.3 Speaking + Listening = Communicating......................................................................................... 14
5.2 COMMUNICATION & DECISION MAKING: THE VICIOUS CIRCLE. ............................................................. 15
5.2.1 General............................................................................................................................................ 15
5.2.2 Definitions ....................................................................................................................................... 16
5.2.3 Personalities .................................................................................................................................... 16
6 FLIGHT MANAGEMENT & FLIGHT DECK MANAGEMENT ....................................................... 19
6.1 FLIGHT DECK WORKLOAD MANAGEMENT ............................................................................................. 19
6.2 SOME LESSONS TO BE LEARNT: ............................................................................................................. 22
6.3 TASK PRIORITISATION .......................................................................................................................... 23
6.4 PLANNING ............................................................................................................................................ 24
7 FLIGHT PLANNING CONSIDERATIONS ........................................................................................... 25
7.1 WEATHER BRIEFING. ............................................................................................................................ 25
7.1.1 Clear air turbulence. (CAT) ............................................................................................................ 25
7.1.2 CB’s and thunderstorm activity....................................................................................................... 25
7.1.3 ‘Mechanical’ turbulence ................................................................................................................. 26
7.1.4 Crosswinds. ..................................................................................................................................... 27
7.1.5 Runway state ................................................................................................................................... 27
7.1.6 Low visibility operations ................................................................................................................. 27
7.1.7 En - route icing forecast .................................................................................................................. 28
7.1.8 NOTAMs.......................................................................................................................................... 28
8 DOCUMENTATION & REPORTS ......................................................................................................... 29
8.1 REPORT WRITING .................................................................................................................................. 29
8.2 AIRCRAFT TECHNICAL LOG - CONTENTS AND REQUIREMENTS .............................................................. 29
8.3 JOURNEY LOG/VOYAGE REPORT AND COMMANDERS DISCRETION REPORT .......................................... 30
8.4 REPORTING OF OCCURRENCES AND INCIDENTS. ................................................................................... 30
8.5 CUSTOMS & HEALTH DECLARATIONS. .................................................................................................. 31
8.6 RECORDING OF BIRTHS, DEATHS AND MISSING PERSONS ...................................................................... 31
8.7 AREA / AIRPORT FAMILIARISATION CERTIFICATE ................................................................................. 31
8.8 LOAD SHEET AND NOTOC ................................................................................................................... 32
8.8.1 Load sheet ....................................................................................................................................... 32
8.8.2 Notification to Captain .................................................................................................................... 32
8.9 CONCLUSION ........................................................................................................................................ 33
9 FLIGHT PROCEDURES. ......................................................................................................................... 34
9.1 FUEL POLICY AND REQUIREMENTS ....................................................................................................... 34
9.2 OFP - CHECKING .................................................................................................................................. 35
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9.3 EN-ROUTE ALTERNATE OR DESTINATION ALTERNATE CONSIDERATIONS .............................................. 36

9.4 CRUISE LEVEL ...................................................................................................................................... 36
9.5 ROUTING .............................................................................................................................................. 37
9.6 DELAYS ................................................................................................................................................ 37
9.6.1 Pre-Start Delays .............................................................................................................................. 37
9.6.2 En-route Delays .............................................................................................................................. 38
9.6.3 Other considerations ....................................................................................................................... 38
9.6.3.1 Cruise Level ........................................................................................................................................... 38
9.6.3.2 Weather .................................................................................................................................................. 38
9.6.3.3 Operational ............................................................................................................................................. 39
9.7 ALTERNATES, DIVERSIONS & TECH STOPS .......................................................................................... 39
9.7.1 Take off alternate (TOFF ALTN) .................................................................................................... 39
9.7.2 Destination alternate (DEST ALTN) ............................................................................................... 39
9.7.3 Enroute and ETOPS alternates ....................................................................................................... 39
9.7.4 Company preferred alternates......................................................................................................... 40
9.7.5 Technical stops ................................................................................................................................ 40
10 EMERGENCY EQUIPMENT & SAFETY PRECAUTIONS ............................................................... 41
10.1 PREVENTION OF HYPOXIA .................................................................................................................... 41
10.1.1 Introduction ................................................................................................................................ 41
10.1.2 Physiological Considerations ..................................................................................................... 42
10.1.3 Breathing Air at Altitude............................................................................................................. 42
10.1.4 Effects of Slow Ascent to Altitude ............................................................................................... 43
10.1.5 Effects of Rapid Decompression ................................................................................................. 44
10.1.6 Use of Oxygen ............................................................................................................................. 44
11 ABNORMAL & EMERGENCY SITUATIONS ..................................................................................... 45
11.1 DEFINITIONS......................................................................................................................................... 45
11.2 STUDY TOPICS ...................................................................................................................................... 45
11.3 JUDGING AND HANDLING ABNORMAL AND EMERGENCY SITUATIONS ................................................... 46
11.4 SUMMARY: ........................................................................................................................................... 48
12 FAILURE MANAGEMENT ..................................................................................................................... 49
12.1 GENERAL.............................................................................................................................................. 49
12.2 MANAGING FAILURES (NOT EFATO) ................................................................................................... 49
13 AIRCRAFT PERFORMANCE – REGULATIONS & OPERATING MINIMA................................. 51
14 MEDICAL .................................................................................................................................................. 51
15 DANGEROUS GOODS ............................................................................................................................. 51
16 NEW SITUATIONS, NEW PEOPLE, NEW CHALLENGES .............................................................. 52
16.1 FLIGHT DECK CREW ............................................................................................................................. 52
16.1.1 First Officers ............................................................................................................................... 52
16.1.2 Captains flying together.............................................................................................................. 54
16.1.3 Handing over to the next crew .................................................................................................... 55
16.2 CABIN CREW ........................................................................................................................................ 56
16.2.1 Introduction ................................................................................................................................ 56
16.2.2 Pre-flight ..................................................................................................................................... 57
16.2.3 Onboard ...................................................................................................................................... 58
16.2.4 Boarding time ............................................................................................................................. 59
16.2.5 In Flight ...................................................................................................................................... 59
16.2.5.1 ETA ........................................................................................................................................................ 59
16.2.5.2 Turnarounds ........................................................................................................................................... 60
16.2.5.3 Meal breaks ............................................................................................................................................ 60
16.2.5.4 Unexpected turbulence ........................................................................................................................... 60

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16.2.5.5 Diversions............................................................................................................................................... 61
16.2.5.6 Emergency & Evacuation Procedures .................................................................................................... 61
16.2.6 Post flight .................................................................................................................................... 62
16.3 COMMUNICATIONS WITH GROUND STAFF & COMPANY ....................................................................... 62
16.3.1 Ground Staff................................................................................................................................ 63
16.3.1.1 Dispatchers ............................................................................................................................................. 63
16.3.1.2 Handling Agents ..................................................................................................................................... 63
16.3.1.3 Operations Control Centre (OCC) .......................................................................................................... 64
16.3.1.4 Flight Dispatch / Fleet Office ................................................................................................................. 65
16.3.1.5 Engineering (MCC) ................................................................................................................................ 65
16.4 COMMUNICATIONS WITH PASSENGERS ................................................................................................. 66
17 NEW SITUATIONS ................................................................................................................................... 67
17.1 PUSHBACK & STARTUP - SOME PITFALLS AND HAZARDS ...................................................................... 67
17.2 TAXIING ............................................................................................................................................... 68
17.3 HANDLING REVERSE THRUST................................................................................................................ 69
17.4 REJECTED TAKE-OFF (RTO) ................................................................................................................ 71
17.5 DE-ICING AND ANTI-ICING ............................................................................................................. 71
17.6 MANAGING DELAYS ...................................................................................................................... 72
17.6.1 Technical delays ......................................................................................................................... 72
17.6.2 Air Traffic Control Delays .......................................................................................................... 73
17.6.2.1 Known delays ......................................................................................................................................... 73
17.6.2.2 Advised delays ....................................................................................................................................... 74
17.6.3 Communication of delays to passengers ..................................................................................... 74
17.6.4 Final............................................................................................................................................ 74
17.7 MINIMUM EQUIPMENT LIST (M.E.L) .................................................................................................... 74
18 CONCLUSION ........................................................................................................................................... 75

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1 Introduction to Command Upgrade Training

The Command Upgrade Training consists of the following:
• Guided self study

• Command Upgrade Course (5 Days Classroom)
• Command assessment flights (three)
• Command Selection Interview
• Command Upgrade Training (as per Part D)
This manual is a self study guide. It should be used in conjunction with other study
material such as AOM Parts A, B, C and D …etc. For brevity the male terms he/him
are used throughout but are considered to be interchangeable with she/her.
It is expected that all QR Captains have a good general aviation knowledge as well as
good knowledge of the company manuals and that they stay up to date with changes.
It follows therefore that the same level of knowledge and commitment to learning and
self improvement is expected of ‘apprentice’ captains – in other words those who have
aspirations to command. Some guidance towards areas of the manuals that have
particularly relevance to captains is given in the section ‘The Ops manuals’.
It is worth emphasising that the majority of individuals who have got into ‘bother’ of
one sort or another in the past have usually done so not because of a lack of handling
skill, but because of poor or incomplete knowledge or a failure to apply that
knowledge to best advantage.
The message is clear – you must know what is in the manuals and thus be aware of
the location of information for subsequent referral and use. You cannot be force fed
this information nor have it magically downloaded - you will have to make the effort
yourself. This consists of that old fashioned concept reading! This handbook will give
some general direction to your studies and specific guidance on some other topics
that are pertinent to an ‘apprentice captain’.
Aside from widening your knowledge there will be classroom training to expand on
some aspects of commanding a modern commercial airliner. This is also your
opportunity to clarify any uncertainties that you might have. Make notes of any queries
you have and bring them to the classroom.
Next comes the line flying (total of 30 sectors) to cover practical aspects of the
syllabus and look at real time operational aspects of command. First 4 sectors must
be with a TRE, sectors number 5 to 18 can be carried with LI, TRI or TRE,while
sectors number 19 and 20 are considered as final line check and must be done with a
TRE. The last 10 sectors will be done with first officers while the instructor must be a
TRE who occupies the jump seat. Last 2 sectors of these 10 sectors is considered as
command release check
. The intention is to encourage your use of your new found knowledge and to involve
you in all aspects of decision making.
In summary, Command Preparation is just that. It is an orientation course aimed at
providing you with an understanding of the role and responsibilities of a Captain. It is
not a Technical Refresher, a Performance Course or even a 'How to fly an Airbus or
Boeing’ course. Some aspects of Technical, Performance and Handling will be
covered but within the overall context of the course. You will have plenty to keep you

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occupied. Lastly it is not a guarantee of promotion; you have to pass the assessment
and subsequently maintain a high standard in your line operation and routine checks –
just as you will when subsequently promoted.
Traditionally Command Training in most airlines has been just simulator and aircraft
based. This training was primarily a 'hands on' practical experience and constituted
the industry norm for a long time. It has become obvious that the relentless increase
in the complexity and intensity of Airline operations had escalated to the point where
this approach needed updating. The 'Command Upgrade’ course evolved as an
alternative.
The principal aim of this was to instruct candidates in the rudiments of command and
provide a preparation process prior to evaluation.
This was very successful and led to a reduction in the number of failed command
courses. Later this was upgraded with more emphasis on improving knowledge by
use of a broad but structured syllabus, rather than just focusing on clearing the
'evaluation hurdle'. The Command Upgrade course is a direct follow on from the Pre
Command Training “PCT” course. Some improvements have been made in the light of
experience, and reflect our policy towards improving quality
The line flying evaluation will assess your decision making capabilities during 'routine'
line flying, you will be expected to deal with whatever occurs on the day.
The simulator evaluation will require you to demonstrate your ability to handle the
aeroplane (simulator) from the LHS and to be able to take COMMAND of the
aeroplane. This will include an opportunity to demonstrate your ability with failure
management, to prioritise your actions and those of your crew. Following on from this
you will be debriefed and any areas requiring improvement will be commented on.
Good Luck.
Captain Mustafa Husseini

Chief Pilot Training
Qatar Airways

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2 Definitions
There are a number of keywords which are frequently used in Company Operations
Manuals and in all relevant legislation. A review of their meaning may prevent
misunderstanding.
Note especially the linked words which are in bold italics.
WELFARE  Well being

SAFETY  Free from harm, unhurt, protected, sure
RESPONSIBLE  Accountable, trustworthy, rational
COMMAND  To order or demand with AUTHORITY, to govern or Control, to
LEAD
CAPTAIN  the Officer in COMMAND
AUTHORITY  Legal power or right
DISCIPLINE  Subjection to AUTHORITY
EFFICIENT  Capable, able, effective (Efficiency = Competency)
LEAD  Guide, conduct, persuade, direct
3 Captain’s responsibilities
3.1 An introduction
In the starkest terms the Captain is responsible for everything that happens on the
aircraft of which he has command. It follows therefore that he must be fully aware of
his responsibilities and those of crew and supporting ground staff. In particular he
must be aware of specific responsibilities as laid down by statute and in Company
operations manuals and also of the wider and more general responsibility that is
attached to one in a position of authority.
3.2 Legal status

In legal terms the authority of a commander is as follows:
“Every person on board an aircraft shall obey all lawful commands which the
commander of that aircraft may give for the purposes of securing the safety of the
aircraft and of persons or property carried therein or the safety, efficiency or
regularity of air navigation.”
It is a precise, unequivocal statement.
The following references to the Ops Manual and other publications provide the kernel
from which to widen the study area of command responsibilities.
It must be recognised that a good Captain never ceases updating his knowledge
and appraising new information and techniques.
NEVER STOP LEARNING - KEEP SHARP!

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4 Operation Manuals (OM)

The importance of having a complete and up to date knowledge of Ops manual
contents has already been emphasised.
You should be aware by now that the backbone of your command upgrade training
will be OM Part A: General Basics. As a future captain you are supposed to know all
the Operation Manuals from A to C.
To aid your studies, but not to limit them, the following sections of these manuals
encompass areas that are of particular significance to the Pilot in Command:
4.1 OM Part A: General basics

Section 1 - (Duties and responsibilities)
Section 4 -
Section 5 -
Section 6 - All
Section 7 - All
Section 8 - All
Section 9 - All
Section 10 - All
Section 11 – All
Section 12 – All
Section 14 - All
4.2 OM Part B: FCOM/QRH/MEL-CDL

FCOM  Besides the required technical knowledge, which will be dealt with
during your simulator training, more attention should go now to the
often forgotten parts of the FCOMS. Special operations, flight planning
and supplementary techniques will play a crucial role in your life as
Captain.
QRH  Self explanatory
MEL/CDL  Make sure you know the difference in use between the MEL and CDL
Study thoroughly the MEL and make sure you are familiar with all the
codes, special authorizations and the applicability of the MEL.
4.3 OM Part C

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Especially useful as soon as your line training will start, it is a good idea to start
reading this manual (often neglected as a First Officer besides the crew layover
information) at this stage with “the eye of a captain”.
Remember that things like the loading of the aircraft, which airport to choose in case
of a diversion and much more now becomes your direct responsibility. Good
knowledge of this manual, as well as knowing where to find what information, might
one day save your day!

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5 Communication and decision making

5.1 Communication
5.1.1 Speaking
Communication in some form is a requirement of every society and it is almost

universal that each animal species possess the ability to communicate in some
recognisable form to other members of the group and often to members of other
groups. For example, it seems now that different species of Dolphin have different
languages, all quite highly evolved, but there is a degree of common understanding
between the different species. Communication is not confined to vocal means, but will
in any event have a series of conventions and patterns which make it recognisable
and above all repeatable.
In our modern society the means of communication are developing at an amazing rate
and becoming an ever more complex subject. The technology of communication is not
our subject here.
We will examine some rather less advanced concepts than e-mail, Internet and
satellite communications. We will consider basic communication on a person to
person level. Communication on this level is being somewhat degraded by the
electronic revolution. In our society language is the currency which enables most
communication. This of course is complicated on a global scale by the vast number of
languages and dialects that exist in different ‘tribes’. They also have different
conventions on communicating. However, without language and the communication
that it permits within its ‘subscribing’ membership there would be no exchange of
ideas or information and society could not function.
In our particular business we rely heavily on communication in various forms. Without
it we, as a ‘mini-society’, could not function as we currently do.
Almost everything we do involves communication of some sort; talking to ATC, read &
respond checklists, P.A to the Passengers, Crew briefings, filling in the Tech. Log. or
Flight Report, talking to Ops. or Crewing on the phone; all of these are
communication. All of them contain the same elements - a sender, a message, a
receiver and feedback.
There are two primary mediums for communication: aural and visual. Various paths
exist for the transmission of information by both these means.
However it is achieved, to be effective communication must be a two way
process. A verbal message is pointless if it goes unheard. If it goes
unacknowledged it will be a cause for concern – Was it heard? Was it
understood? Was it misunderstood?
This is why feedback is so important. It provides a form of quality control over a

transmitted message. If the message is received and understood then no further
action is necessary, but the feedback may be a request for more information. This is,
perhaps, because the initial message was in some way incomplete or misunderstood.
If a colleague tells you something, then they are attempting to communicate with you,
however, if you do not hear what is said or are not receptive in some way then that
attempted communication will have failed. The two of you have not communicated
although one has tried. Failure to respond to a verbal message will probably cause a
repetition, but ‘LOUDER’!

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The sender of a written message (e.g. a company memo or NOTAM) has only
communicated with those who read it (not just those who received it!) If some of the intended
recipients do not receive or read it, then it has failed to reach a part of its audience. In this
case the sender may not know if the message reaches its intended target, as any feedback
will inevitably be delayed by such remote communication. In reality there is often no
feedback built into such communications and as such they are suspect as a reliable means
of transmitting important information.
A first rate example of feedback is the repeating of ATC clearances. The controller
gives you a clearance and by repeating it back to him, he is made immediately aware
that you have correctly received and understood the clearance. If the read-back is
incorrect or incomplete then the controller can repeat the clearance in order to ensure
full understanding and compliance. To summarise, feedback provides ‘closure’ on a
communication.
The feedback may be one of the following:
• Message correctly received - no action needed.
• Message received but not understood fully - clarify.
• Message received & request more information - provide if possible.
• Message received in part - repeat missing part.
• Message not received - WAKE UP!
Poor communication on the Flight Deck, with ATC, Cabin Crew, Company or
Passengers is a common cause of misunderstanding and conflict (remember that this
works both ways) and has been responsible either directly or indirectly for many
accidents and even more incidents. As the Commander of the aeroplane it follows
that you must be as good as you can be at communicating and encourage
others to strive in a similar fashion.
Some people are seemingly born as natural communicators; others struggle to

achieve much more than a grunt or a shrug of the shoulders. The majority of us
manage well enough, but with a little thought and some application we can do a whole
lot better.
The primary requirement is to be aware why you are communicating and who with.
This will enable you to make your communication appropriate for the circumstances.
Messages need to be tailored to the needs of the receiver. Being the best you can at
communicating will take a little effort initially, but with practice will become second
nature. It will pay handsome dividends in that you will be less likely to be
misunderstood and will have the esteem of your colleagues and crew.

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Some considerations
• You are all members of one crew on the same aeroplane - good
communication throughout the crew is essential to a smooth running
operation. As Captain you must set the right example.
• To be effective, communication must be precise and concise, and it must be

relevant and given at an appropriate time.
• Remember that a two pilot aeroplane is just that - NOT two pilots taking
turns at flying solo! Keep the cross cockpit communication lines open at all
times.
• The style of your verbal delivery. A poorly delivered message may be

disregarded in spite of being factually correct.
Vocal style
• Rate of Speech delivery - too fast can sound a bit panicky; too slow will
put them to sleep.
• Tone of Voice - whether baritone, contralto, or soprano you have to do

the best with what you have - we can’t all sound like Lawrence Olivier
or Richard Burton!
• National/regional accent vs. BBC English

Let’s face it, most of us have some sort of ‘accent’ and will have a certain
amount of dialect in our speech. This will have been influenced by a host of
factors such as where you were born and brought up as a child, who your
parents were, where you went to school, which parts of the world you have
lived in since then. As a result your accent and colloquialisms will represent a
compendium of your life thus far. These vocal traits will be known and
understood by those who know you well, but remember that we have a lot of
unique meetings in our job. These are one off contacts with individuals from
equally diverse backgrounds and their understanding of what may be clear to
you may be less than perfect, and of course vice versa.
Do remember also that Aviation is a very International Business and many of

those we communicate with do not speak English as a first language and will
find difficulty with some colloquialisms. At the very least they are likely to lose
something in the translation!
In these circumstances slowing down your delivery rate may help the other
guy - speak slowly enough to be understood without sounding like a demented
tourist! Also speak clearly and use simple words. In face to face situations
carefully watching the other persons’ reactions to what you say will provide an
early warning that understanding may not be taking place. Do not make the
assumption that just because you have told someone something that
they understood you.

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A useful method of analysing your verbal style is to tape record your own voice. Quite
apart from the inevitable ‘cringe’ factor, it can be quite revealing about your style of
speech and may help you to improve your delivery - the chances are you won’t
recognise that disembodied, hesitant, mumbling monotone as yours!
5.1.2 Listening
In communicating we now know that listening is as important as speaking. It has been

said that “You’ll never learn anything with your mouth open”.
A bit of an overstatement, after all if you don’t ask questions how do you find out that
which you need to know? Having said that you will probably spend more time
listening to ‘incoming’ than you will spend on ‘outgoing’.
Listening is easy, isn’t it? It just happens doesn’t it? No, it’s not really quite that
easy, to listen well you must pay attention. You must pay attention to the meaning
and listen to the feeling and emotion being put into the words.
The problem is most of us listening passively and only change up a gear to listening
actively when we really want to hear something. How many times have you ‘listened’
to a briefing only to realise later that you didn’t take any of it in? By listening passively
we listen only to a fraction of what is said and may miss something important.
Whether we want to hear it or not is entirely another matter.
Consider sitting at a table in a restaurant, you can hear the background ‘buzz’ all
around you can’t you? No, you can’t because it’s just that, background noise, it gets
filtered out. But just wait until someone a couple of tables away mentions something
you have an interest in, your ears will ’prick up’ and you will strain to listen to that
conversation through the hubbub of all the ‘buzz’. This is the difference between
‘passive’ and ‘active’ listening.
Real active listening is a skill that must be learned and practiced. Beware that over
concentration on listening can lead to listening only to the words and not the
message. In the same way that a secretary taking short hand dictation is interested
only in capturing on paper the words that are spoken, to her the message is
irrelevant. Active listening should be conducted in a relaxed fashion and not with the
air of an inquisitor.

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5.1.3 Speaking + Listening = Communicating
When we communicate we are trying to establish an idea in someone else’s mind,

our aim is to get them to visualise exactly what we have in our mind at the time we
’transmit’ the idea. If the idea is a simple one then the task is not too difficult,
particularly if the other party already has some knowledge of the subject.
1. We must be aware of how we create our mental picture by careful use of

words to describe what we ‘see’.
2. We should also be careful to transmit this gem at a time when the recipient is
able to receive, in other words when they are likely to be able to actively listen.
If they are busy doing something else there is a good chance that your
communication may be lost in the background noise of their passive listening.
3. If the mental picture to be transmitted is more complex then the same rules of
transmission apply, but you are going to have to break the picture down
into smaller and more easily understood frames.
It’s a bit like painting by numbers, the picture appears gradually. When doing
this, start from a known point and define where you are starting your
explanation from. If you miss out that stage or you don’t build your mind
picture up in a logical sequence then you will get into a muddle and not be
understood.
4. Beware also of making assumptions about what someone else might, or might
not, know. If you have to communicate in this piecemeal fashion, then ensure
that each piece is acknowledged and understood (feedback).
5. Allow the recipient adequate time to assemble each piece of the picture and fit
it in with the deliveries already made.
As Captain you must be open to ‘all round’ communication. This means facilitating
those who wish to communicate with you or other members of your crew. Try not to
shut people out, particularly by the use of ‘closed’ statements or negative remarks
and don’t talk at them. You are the one who sets the example to your crew and to
others, so do make it a good example.

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5.2 Communication & decision making: The vicious circle.
5.2.1 General
There is an interaction between information transmitted and subsequently received

(communication) and decision making; and any consequent information given in
return (communication).
Communicating as already said, is a two way process. Information is exchanged, and

your communication to others provides them with information which is used to make
their decisions.
In return, based on the decisions they have made or actions taken (as a result of your
communication to them) they will communicate information to you.
If your initial communication was incorrect or incomplete then the return information
will also be awry and incorrect actions may already have been enacted.
In a nutshell ‘Rubbish In = Rubbish Out!’
Good communication and decision making can be seen to be (in simple terms) a part
of a never ending ‘information loop’ and as such become inseparable.
Good communication does not prevent bad decisions but does make them less
likely. Certainly it enables good decisions to be made by making the correct
information available.
Bad communication however will hamper the process of decision making and may
so obscure the facts that a correct answer to a problem is unachievable.
If you find yourself qualifying a statement with “You know what I mean, then you were
not really happy with the transmission you just made. This means that the other party
(or parties) has to guess at what you really meant. This is not a satisfactory
situation especially on the Flight deck.
1. Being certain that you say what you mean is important to enable others to
understand you, particularly in times of stress e.g. Emergency situations.
2. Being certain that you mean what you say is important for sincerity’s sake.
3. If the information you pass to others is ‘duff’, then they will make ‘duff’
decisions, and in return pass you ‘duff’ information about what is happening.
4. Remember “RUBBISH IN = RUBBISH OUT “

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5.2.2 Definitions
Communication: The giving or imparting of information or a message.
Decision: To make a judgement or to come to a conclusion
Decision making: The means by which a judgement is made, and to pre-judge an

event is often to make an incorrect decision (one made without
all the facts). This may be due to the necessary information
being unavailable, which could be the result poor or nonexistent
communication which masks available information or perhaps
distorts or misrepresents it in some way.
In conclusion to assist with the decision making process there are a numbers of tools
in the form of acronyms which can be used to help you make
decision making a conscious process. One of them is DODAR
Diagnose
Make a diagnose. Utilize all available resources and view differing options as being
helpful and not a hindrance
Options
Work out what your options are. Encourage all crew members to express options and
air their doubts or objections without fear of being made to look
foolish
Decisions
Make the decisions. Always explain the reasons for a particular decision, deal only
with facts. Do not be inclusive but remember that any decision
may be modified in the light of changing circumstances
Assign Tasks
Allocate the tasks and share the workload
Review Your Decision

Keep reviewing the decision
5.2.3 Personalities
Most of the people you will deal with as a Captain are hard working professional
people, whose overall aim is much the same as yours: to despatch the aircraft
safely and if humanly possible on time.
Unfortunately not everyone is as focused on assisting you in your aims. You will come
across a few of the following (and possibly others as well)
1. First Officers who think they would make a better Captain than you
2. Senior Cabin Crew who fail to communicate adequately with you, and
probably also the rest of crew and the passengers
3. Engineers who aren't going to fix anything - "It can be done on the night stop”
or refers immediately to the MEL.

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4. Dispatchers who are only interested in getting the flight to leave on time -
regardless of overriding factors
How you deal with these and other problems you encounter daily is of course entirely
up to you.
YOU ARE THE CAPTAIN (remember those definitions) - it is up to you to sort out the
problem.
How you do this will obviously vary with the circumstances, your own personality and
the experience and personality of those who are involved.
It will be worth your while putting some effort into general considerations along the
following lines so that you are at least prepared.
You will have heard it before: Safety is the first priority. This is even more valid when
you are the Captain:
Safety is YOUR first priority, nobody else’s!

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If a situation with a crew member cannot be resolved and an ‘atmosphere' or

complete communication breakdown occurs action must be taken.
1. It is not acceptable to have two or more crew members on a public transport

airplane who are actively not co-operating or communicating!
2. As a last resort you may have to consider offloading or replacing one or

possibly more individuals to resolve the situation.
3. Finally, consider your approach to these individuals. You must be firm but fair
in your dealings with your crew. Open communication and a respect for their
fears and feelings will go a long way to making You a Captain that crews
respect and enjoy working with. Simple things such as explaining what is
happening when you have a ‘tech delay will allay their worries (Is it safe?) Do
remember most of the crew has little technical aviation background, but many
are highly educated and want and need to understand what is going on. Apart
from demonstrating that you care enough to explain what is happening, it
widens their knowledge and increases their respect for you when they can see
that you have a good understanding of the situation.

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6 Flight management & Flight deck management

"Aircraft Captaincy involves the management of the aircraft, its’ crew and the
supporting company infrastructure, in a changing ambient environment, to
achieve the highest levels of safety, comfort and efficiency"
The aim of the Captain therefore is to achieve safe, comfortable and efficient
operations. This he cannot do alone; he must delegate tasks as appropriate to crew
members and others and ensure prompt and accurate compliance.
The Captain holds the final responsibility for the operation of the aircraft. However
all crew members must assist the Captain in decision making and obtaining
information on which decisions may be made.
The Captain must allow other crew members to question his decisions. Previously we
saw how incomplete or poor communication can hamper good decision making. It
therefore follows that no one, least of all the Captain, is infallible.
Making correct decisions is only part of the story; making them at the correct time so
that they can be implemented without adverse impact on other tasks and prioritizing
the resultant workload are of paramount importance in flight deck management. A
well managed flight deck should appear to be a calm and well ordered place, busy at
peak periods certainly, but never frantic and definitely never degenerating to the point
where one or both pilots are overloaded. In the former well ordered arena, the pilots
will have enough spare capacity to accept unexpected additional tasks without undue
distraction from that primary task, Flight Path Control.
In the latter chaotic state, one extra task may be sufficient to distract one or both
pilots for long enough for an irrecoverable situation to develop.
Consideration needs to be given to other aspects of the progress of the flight. This
involves communicating with cabin crew (a two way process) and also passengers,
albeit not at the expense of primary tasks. The parallel operation of the cabin in
concert with the physical progress of the airplane through the sky is an important part
of any airline’s success. The passengers pay for it all!
6.1 Flight deck workload management

It is self evident that avoidance of accidents should be the priority of all who work in
our industry.
Also it should be the primary task of the crew, and thus the Captain, to plan their work
in such a manner to avoid inducing an accident and to permit themselves to deal with
unforeseen events which may otherwise lead to an accident.
A Cautionary Tale for the Unwary
‘Pilot error’ is one of the great misused and misunderstood phrases of the industry.
CRM training will have shown you most convincingly that incidents and accidents are
the result of multiple causal factors. However it will suffice if we simplify and accept
for this section of the course that we treat ‘Pilot error’ as an error or oversight of a
crew member that causes an incident or accident, even if it is the final link in the
chain.

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Sadly, ‘Pilot Error', continues to be a major cause of accidents to perfectly

serviceable or at any rate flyable airplanes. Some 80% of all Western built Hull Loss
Accidents are attributable to Avoidable Human Factors. The error may be just that, a
single simple error of judgement or skill. More usually, it is the culmination of a chain
of minor errors and omissions on its own each of these may be insignificant, but when
allied to others in the chain they create a situation that is irrecoverable. Clearly such a
situation can be injurious to your career as well as your longevity.
A well ordered Flight Deck where forward planning, workload management, SOP’s
and teamwork reign supreme is unlikely to become the 'scene of crime’ as far as
multiple errors and omissions are concerned. The calls and cross-checks that are an
integral part of our SOP’s will help to ensure this.
An undisciplined and chaotic flight deck where an artificially high peak workload is
created and non-standard procedures are the norm is the breeding ground for a
situation to develop which the crew no longer has the capacity to recognise or deal
with.
It is well known and documented that most accidents occur to airplanes during
phases of flight that take them close to or on the ground. During these phases of flight
the airplane is operated at the very lower end of its fight envelope and undergoes
considerable acceleration to its enroute climb speed, or deceleration from descent to
approach speed. Also it undergoes the transformation from a wheeled to a winged
vehicle, and vice versa, during takeoff and landing. This alone creates a higher
workload for the crew than a stable phase of flight (e.g. - cruise). Inevitably the takeoff
and landing involve passing through the most hazardous layer of the atmosphere.
The layer nearest the ground contains a greater concentration of hazards than any
other e.g. terrain, turbulence, wind shear, precipitation, icing, birds and other
airplanes. It is also the busiest time for both pilots flying a SID or STAR often with
noise abatement considerations, increased frequency of R/T calls and changes to
frequencies and clearances, checklists to read, altimeters to set and check, radio aids
to identify, reconfiguring the airplane (flaps, gear, speed brakes), operating AI
systems, manoeuvring onto final approach etc! Clearly the collective wits of the crew
need to be available to deal with this and still be able to cope with the unexpected.
A superior pilot is one who uses his superior judgement to avoid situations that
require him to demonstrate his superior skill!

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Some statistics
Flight Phase Ground/TO/CLMB Cruise Descent/Init App Final App.

% accidents 35 5 20 40
% average Flt
15 60 21 4
Time
Jet Hull Loss Rates 1981/92 - by Flight Phase - Average Flight Time 1.6 hours
The figures do serve to emphasise that the areas of peak workload are those where
most accidents occur. Look again at the figures for ‘Ground, T/O & Climb' & 'Final
Approach & Landing’.
75% of hull losses for less than 20% of the average flight time!
Some more statistics
A strong and interesting correlation exists between accidents, as detailed above, and
incidents reported to 'CHIRP'. An exact comparison is difficult bearing in mind that the
reporting categories are slightly different, that the above figures relate to Hull Loss
Rates (not just damaged aircraft) and that the CHIRP incident reports are selective
(i.e. not mandatory or universal). Nonetheless the overall similarity is remarkable.
High workload phases of flight are the most vulnerable to both accidents and
incidents.
Flight Ground/ T/O and Cruise Descent/approach/

Phase Taxi climb Landing
% 24 11 15 50
Incidents
Figures from CHIRP FEEDBACK No 33
Almost one half (50%) of the reported incidents that occurred in the Descent
Approach & Landing phase were in part attributed to communication failure (NOT
Radio Failure') with ATC. Over a third (33%) was attributable in part to
communications failures on the Flight Deck. (Consider WHEN and IF you use the
Cockpit speaker and hand mike rather than the headset).
Food for thought indeed!

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6.2 Some lessons to be learned:
• Workload - Prioritise tasks and plan your routine workload to keep as much
as possible away from operating 'peak periods'
• Avoid distractions – ATC 'chat'- Cabin Crew 'requests'- talkative crew on

jump seat. The sterile flight deck procedure below FL100 / 10,000 feet is there
for a reason – do not abuse it.
• Flight deck discipline - Be professional - Insist on SOP's.
• Destabilised approaches – Know the criteria – anticipate – do not be

tempted to continue with it - go around / discontinue the approach or better
still avoid the situation by better planning.
• Preparation - Are you SURE that the airplane is prepared for TO or landing?
• Terrain – Vertical awareness – know where the ground and obstacles are –
All the time!
• Direct routings - Be airspace aware (What Category airspace are you being
sent into – what level of ATC service can you expect)
Be vertically aware – have charts available – it’s the only way to obtain that
information.
• Icing - Take great care in icing conditions - be very particular about de-icing
and anti-icing procedures.
All of these items come under the banner of airmanship. The first two are perhaps
less tangible than the rest but are none the less vital to proper management of the
flight deck environment and safe flight progress. It is not possible to write a procedure
or a checklist to regulate workload planning or eliminate distractions. A thoughtful and
professional approach to the problem is required and evidently experience also helps.
Task prioritisation and workload planning will help toward the goal of a safe operation.
Clearly such careful and organised planning of workload will improve the flow and
overall tone of the flight deck. In itself this will not prevent some unforeseen
catastrophe from befalling you, but it will leave you in a far better position to cope with
it and prevent you becoming a statistic.

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6.3 Task prioritisation

Some simplified guidelines
Aviate - Navigate - Communicate - Manage

In other words prioritise
A much simplified model of task prioritisation using three levels of task
1. Flight Path Control; Flying a/c, Monitoring PF

2. Systems Operation; Calling For Engine 'A-Ice', Select & Monitor 'Eng AI'
3. Ancillary Tasks; Passenger PA, Completing Flight Report
A lower grade task should not interfere with a higher one.
Be aware of the risks involved by accepting additional inappropriate tasks, especially

at peak workload times. It should be noted that, for example, when PNF takes over
handling duties from PF whilst PF set’s up the FMGC for approach, PNF is now
responsible for flight path control and must not allow anything else to distract from
that. Any ancillary tasks must be placed on hold. This, unfortunately, is often
disregarded and should be emphasized!
Do not overload PNF with extra tasks, again particularly at peak times e.g. asking the
F/O to calculate the diversion fuel whilst attempting to intercept the ILS is clearly a
bad idea and also contrary to SOP.
Some more examples of inappropriate task prioritisation
• Making a routine P.A. to passengers whilst starting engines during pushback

(Should be concentrating on engine start and monitoring Flt. Interphone).
• P.A. or Company R/T calls on final approach (Remember: PF Flight Path Control /
PNF Monitoring PF actions & Flight Path Control).
• PNF completing OFP at low altitude. (PNF should be 'Head Up'- Monitoring
flight path and maintaining lookout).
• Approach Brief after Top of Descent (Unless late Runway Change or

Diversion (Too much distraction from flight path control and lookout – for both
Pilots)).
As captain you must be prepared to prioritize tasks for both pilots – regardless
of who is PF.

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6.4 Planning
Experience dictates that the best run Flight Decks are those where there are few
surprises. 'Anticipation' or 'Forward Planning' will have removed the element of
surprise by considering options before a decision is required. By doing this the
workload has been transferred to the 'off peak' areas. And due and correct
consideration has been given to all the factors involved. An optimum solution to the
problem can now be deduced.
"KEEP AHEAD OF THE GAME"
Should you find yourself, or your F/O being 'surprised' by a particular circumstance, or
should you find yourself with a very high workload, particularly towards the end of a
flight, ask yourself:
• WHY?
• What did you as a crew miss?
• Could you have done it better?
• And finally…
The content of the sections thus far is not meant to overwhelm you with the gravity of
the position of aircraft commander, but should have given you a flavour of the level of
responsibility.
Commercial flying is not inherently dangerous but the sky can be a particularly
unforgiving place to be.
Wilbur Wright said in 1908: "For flying to be completely safe you must sit on the
fence and watch the birds".
Not a practical proposition for Qatar Airways pilots! It does mean that an aircraft
captain must strive to ALWAYS be vigilant and work to improve standards and never
allow experience to pave the way to complacency.
Rudyard Kipling wrote a poem where the machines talk to their operators;
We can pull and haul and push and lift and drive,
We can print and plough and weave and heat and light,
We can run and race and swim and fly and drive,
We can see and hear and count and read and write,
But remember, please, the Law by which we live,
We are not built to comprehend a lie,
We can neither love nor pity nor forgive,
If you make a slip in handling us you die.
So Remember the 5 ‘Ps’: “Prior Planning Prevents Poor Performance”

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7 Flight planning considerations
7.1 Weather briefing.
The following is a review of areas which require the particular attention and
consideration of the Captain during briefing. In general these areas are also of
concern in flight and affect decisions regarding destination, choice of alternates,
carriage of fuel etc.
7.1.1 Clear air turbulence. (CAT)
CAT should be avoided whenever possible. If it cannot be avoided then it will affect
your thoughts on cruise levels and also briefing your Cabin Crew.
At light aircraft weights it may be possible to climb above the CAT and over fly it. More
usually and particularly at heavy weights or on short sectors where time at cruise level
is brief, it will be preferable to cruise beneath any area of CAT. This will avoid or
minimise any encounter and has the advantage of improved buffet margins. It should
be recognised that this may be detrimental to fuel economy and timekeeping.
If CAT is experienced, forecast or in particular reported by aircraft on your route and
at your planned cruise level, then Cabin service may need to be amended or curtailed
for the duration of the event. In which case, you will need to advise the CSD as early
as possible, giving appropriate information.
CAT can be found on the significant weather charts as well as on the OFP. The
windshear factor on the OFP gives you a good idea of when to expect CAT.
(Remember the factor varies from 1 to 20)
Note: staying ‘low’ and widening your buffet margins will give you much greater
protection should you encounter any severe CAT. If you accept a climb to a level that
you can only just make, your margins will be smaller and the presence of any CAT
should cause you to think seriously about the combination of the two factors. (Do not
climb to a level close to or above REC MAX ALTITUDE, as buffet margins will reduce very quickly)
7.1.2 CB’s and thunderstorm activity.
These should be avoided whenever possible. Even the smallest ones are
uncomfortable.
• Consider the passengers; if you are uncomfortable they are in all probability
worried, upset or frightened and many of them will, inevitably, be sick.
• Consider the Cabin Crew; they will be similarly affected and if attempting to work
in the cabin or galley may be placed in a hazardous situation.

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The worst CB/TS are downright dangerous. Consider the output of an active CB with
TS: Turbulence, Windshear, Icing, very heavy Hail and/or Rain and Lightning. These
are aircraft damaging and thus life threatening conditions. Cruise levels may need to
be raised, subject to weight considerations etc., and routings may need altering at
other stages of flight in order to avoid CB’S. It is often the case that a routing avoiding
all encounters with CB’S can be flown by good use of the weather radar and liaison
with ATC. Judicious use of requests for ‘direct’ routings can sometimes also give the
added benefit of a shorter route.
Again Cabin Crew must be informed according to the likely impact on Cabin service
and safety. In the event that CB’s, with or without TS, have to be flown through or
round during initial climb or the latter part of descent, then the only safe option is for
the Cabin Crew to remain seated for the duration of the event. After take-off this will
mean a delay to the start of the ‘service’, and prior to landing may require curtailment
of the service.
However how important the service might be towards the passengers and the image
of the company, safety should always come first!
• Serviceability of the weather radar is another vital consideration. Consider the

M.E.L.
• OM Part A 8.3.8 gives you all the guidelines you need regarding adverse Wx
conditions.
• Suggested reading is a review of relevant FCOM ( (Weather Radar.)
Extra fuel may need to be carried in order to account for the anticipated use of anti-
ice systems, extended routings or holding at destination (or possibly alternate)
awaiting the clearance of TS before an approach can be commenced.
7.1.3 ‘Mechanical’ turbulence
This is usually associated with strong wind conditions and in general only affects the
lower few thousand feet of the atmosphere (Beware Standing waves, Lee rotor etc.,
which may extend above this). In these circumstances the same conditions apply to
the cabin crew and service as mentioned in the section on CB/TS. The advantage is
that the duration is usually brief, whereas with CB it may continue up to a
considerable altitude.

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7.1.4 Crosswinds.
Some questions to be addressed during the Meteo Briefing:
• Will a crosswind on a particular runway cause you any operational problems?

• Is there a more into wind runway and is it long enough for take-off and/or landing
at your anticipated weight?
• What is the runway state i.e. braking action? Bearing in mind the forecast, is it
reasonable to expect it to stay the same?
• Is the routing to the other runway a greater or lesser distance and will more fuel be
required or less?
• Are the approach aids operating for that runway and is the weather above
minima?
• Is the Company preferred alternate OK for crosswind? If not where is?
• Is the crosswind within limits for the F/O to act as PF? (OM Part A 1.5)
•
7.1.5 Runway state
Should a runway be reported as contaminated or as having a braking action less than

‘good’ then consider the following:
• Crosswind limit for current braking action?

• If contaminated, is it within acceptable limits for the airplane?
• Cleared length of runway and width of clearance OK?
• Take off performance calculations - RTOW for load sheet? Only TOGA!
• Landing performance - RLW for load sheet?
• Technique for takeoff and landing?
• Capt = PF mandatory!
7.1.6 Low visibility operations
In the event that a take-off or landing is likely in conditions at or near to the minima for
the anticipated runway other considerations apply:
• Airplane serviceability for Cat II/III ILS approaches?

• Crew regency?
• Take-off or landing minima as appropriate?
• RLW for Cat II/III Ops. Go around weight and auto land weights considered?
• Extra fuel considerations.
• Special procedures as described in OM Part A 8.4
• Approach aids serviceable?
• Departure alternate needed or not?
• …

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7.1.7 En - route icing forecast
If icing is forecast, consider allowing extra fuel for use of anti-ice systems. In particular
take note of any icing forecast for all anticipated holding flight levels. Extended flight
times in such conditions will inevitably result in prolonged use of anti-ice and a
consequent increase in fuel burn. Jeppesen text manual. Meteorology Aerodrome
Weather Forecast- TAF DECODE for icing SIX digit decoder it always starts with 6
then five digits
7.1.8 NOTAMs
A scan of the NOTAMs must be undertaken, this needs to be every bit as thorough
and systematic as the check of the weather charts and forecasts.
As appropriate the airfields of departure, departure alternate, en-route alternate,
destination and alternates need to be checked for their opening hours, serviceability of
approach aids and any changes, temporary or otherwise, to the RFF category.
Other items to check include:

• Changed departure or arrival procedures.
• Availability of en-route Nav. Aids.
• Runway length availability.
• Work in progress - closure of taxiways, runway exit points, etc.

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8 Documentation & Reports

The aim of this section is to ensure familiarity with those forms and reports that you
will encounter as a Captain. Some of these, e.g. Journey log and Technical Log, you
will use daily. Others, for example the Air Safety Report (ASR) and Commanders
Discretion Report are less frequently used but must nevertheless be completed
correctly to avoid creating confusion and extra work for the recipient.
The forms are self explanatory. In all cases you will need to arm yourself with copies
of the appropriate forms in order to study them. A text explaining a form, or providing
more information, is given if experience shows that a particular document causes
problems with its completion.
8.1 Report writing

Any paperwork that requires completion constitutes a ‘report’ of some sort. The
majority of reports are specifically designed to gather information on a particular topic.
The two common methods of data collection by such forms are:
• Question and answer.

• ‘Multiple choice’ type.
Both have the benefit of providing the information to the recipient in a pre-planned and
logical format. Please bear this principle in mind when completing any narrative on a
report. Flight Reports and ASR’S are a common example, and from time to time you
may wish, or be requested to submit a report on some other subject or occurrence.
Some guidelines:
• Layout the information logically - cause, effect, actions, result or chronologically

• Be factual. Resist the temptation to offer interpretations or opinions.
• Be brief, without making the report unreadable.
• Avoid ambiguity and generalisation.
• Avoid Dramatisation.
• Make it legible!
8.2 Aircraft technical log - contents and requirements

The ‘Tech. Log’ will provide you with a snapshot of your aircraft’s current technical
competence. It also contains a wealth of information on the aircraft’s history and on its
future: expiry dates for specific checks, inspections etc. are detailed.
In order to use the Tech. Log to advantage you must be familiar with its contents and
confident in its usage. Research the detail from the Ops manual then next time you fly
take time to have a detailed look at the Tech. Log.
A thorough explanation on how to use the technical log can be found in OM Part A
8.1.12

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8.3 Journey log/voyage report and Commanders Discretion Report

The pilot voyage report on the journey log requires no introduction as it is the standard
working document for every duty period.
The Commanders Discretion Report (CDR) is often overlooked, but must be
completed for all duty extensions. There are two types of forms:
• Extension of duty
• Reduction of rest
Remember it is Commander’s Discretion. This means that as a commander in these

cases you should always inform your crew about a possible extension of FDP or
reduction of rest, but at the end it remains your decision to use that discretion or not.
More details regarding these forms and how/why to use them can be found in OM
Part A Chapter 7.
8.4 Reporting of Occurrences and Incidents.

Occurrences which threaten or have the potential to threaten the safety of an aircraft,
person or ground facility must be brought to the attention of those able to rectify or
influence such a situation.
This means bringing it to the attention of the operator (QR in our case) and, in serious
cases, to the attention of the regulatory authority (the QCAA). This will trigger
investigation and appropriate action to prevent a recurrence. Well defined and
established reporting systems are in place to allow this information to flow.
The QCAA has a range of other forms available to cover specific safety related
incidents.
Qatar Airways has its own Air Safety Report (ASR). This report covers all the
demands of the QCAA regarding reporting any incident involving safety of a
flight.
Utilising the ASR form and faxing/sending it to the Flight Safety Manager absolves
you from the need to file any form directly with the QCAA, upon receipt of your ASR
he will do it for you. It should be noted that if you have a serious bird strike and file an
ASR, then a bird strike form will also be filed by the ATC unit concerned. (They have
the carcasses of the culprits!)
If a following airplane reports wake turbulence with you cited as the preceding
airplane, you are also required to file a wake turbulence report.
As the ASR is the recommended form to use you should familiarise yourself with its
use. Copies are available in dispatch and in the aircraft forms folder. An exact list of
when it is required to file an ASR can be found in OM Part A chapter 11.6
An eASR link is available on the crew portal for online ASR filling.

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8.5 Customs & health declarations.

Normally these items will be looked after by the CS/CSD but do not forget the fact that
YOU are responsible.
All of the documents are self explanatory and all are required by law to be completed
whenever appropriate. Part A contains guidance on the completion requirement and
other related areas.
8.6 Recording of births, deaths and missing persons

Three separate forms are published by the QCAA to enable reportage of these
fortunately rare occurrences. Copies are kept aircraft document folder onboard.
Attached to the forms is a comprehensive explanatory Memo which gives explicit
detail of the requirements for completing the relevant form.
Although these incidents are rare in occurrence you have to make sure you are
familiar with them. Exactly how to handle these incidents is described in detail in OM
Part A 8.2.2.6.2
8.7 Area / Airport familiarisation certificate

OM Part C contains, amongst others the area & airfield briefings. This manual can be
found on the LPC laptops on board as well as on your operations manual CD. It is
YOUR responsibility to self-brief all airports and regions you are scheduled to operate
to prior to your flight. By signing-in for the flight, the Captain is certifying that he has
read and understood these briefings.
As a reminder:
• Category “A” airfields are those which have ILS facilities and no significant
terrain within 25nms.
• Category “B” airfields are those which have NPA or have significant terrain
close by.
• Category “C” airfields are those which require special briefings/visits/simulator
sessions and have a regency limit.
A thorough knowledge of the entire network of your fleet is absolutely mandatory as a

Captain. E.G. you should know all the CAT C airports by heart in order to prevent you
from choosing a CAT C airport you are not trained to fly in to as an enroute alternate!
Equally knowing which airfields have specific terrain or operational problems may help
in the decision making when selecting a diversion, particularly if required for a non-
normal situation.
OM Part C chapter 3 titled ‘Area Briefings’ gives details of the requirements to operate
in MNPS & RVSM and also details ETOPS procedures. The Area briefs are contained
in this section and are self explanatory and should be part of your general knowledge.

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8.8 Load sheet and NOTOC

8.8.1 Load sheet
A load sheet must be produced before every flight. This is a legal requirement as well
as being common sense. The load sheet after all not only gives you the disposition of
weight throughout the airplane but also the trim figures required for stabiliser settings
for take-off.
There are three distinct types of load sheet you will encounter:
• ACARS Load sheet (Preliminary and final)

• computer produced DCS type (with subtle variations in layout at some of our
overseas handling agents)
• Manual type. The latter must be completed on the appropriate company
format. They are type-specific (A319/320/321/332/333/346/B772/B773/A300)
so make sure that you use the correct one. The trim sheets of these do vary
considerably.
Remember that as Captain you are responsible for checking the load sheet if it has
been compiled by someone else. Do not merely sign it and assume that the figures
are correct. In general if you are operating to destinations that do not have personnel
handling the turnaround nor does it have facilities for DCS style load sheets then you
must arrange for a manual load sheet to be prepared. In the event that a manual load
sheet is required it is good airmanship for one pilot to compile the load sheet and the
other to check it. Equally it is common sense to pre-prepare the known elements of a
manual load sheet prior to its being required.
Always make sure you have signed the load sheet. If there is a NOTOC make sure
you have signed this as well. In case several editions exist of a load sheet for a
certain flight you are required to demand and keep a copy of all previous editions of
the load sheet so you can put it in the flight folder.
Retain a copy of the ACARS load sheet and a carbon copy of the load sheet (for the
other two types)for eventual submission to the company with the flight folder and give
a the top copy to the handling agents at your airfield of departure.
8.8.2 Notification to Captain
The Notification to Captain (NOTOC) is provided to give all pertinent details of

Dangerous Goods that are being carried on that particular flight. It is a requirement
that all Dangerous Goods are notified to the Captain. This will enable you, in the event
of an Incident or Emergency situation, to advise Emergency services via ATC of the
type and quantity of goods and their location in the aircraft. Details of the NOTOC are
outlined in OM Part A Section 9.
Although as a Captain of the flight you are, in this instance, to trust the ground staff for
the correct loading and packaging of the dangerous goods on board, it is good
airmanship to verify the goods as noted on the NOTOC with the UN and Emergency
drill codes to be found in the red ICAO Emergency response guide, which is always
on board of your aircraft.

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Note: you may be presented with a NOTOC in a completely different format; typically
this will be a NOTOC from a different carrier and will be formulated to suit their
requirements. The content of the NOTOC however should be the same and provide
you with adequate information on the risk associated with carrying that particular
cargo. Should the information not be forthcoming then the cargo should not be
accepted for carriage.
8.9 Conclusion
Paperwork, even in this Electronic and Virtual Age, is still the lifeblood of most
commercial organisations. It is important to make sure that it is correctly and promptly
completed. However important the paperwork may be, it must never interfere with
your primary task of operating the airplane safely.
We have covered most important forms in this chapter, however many more exist.
They can all be found in OM Part A. Please make sure you familiarize yourself with all
of them.
And do remember:
The Job Ain’t Finished ‘Till the Paperwork is done!

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9 Flight Procedures.
The subjects covered in this next section are broadly 'technical' subjects. They all
require a good knowledge of legal requirements and company policy in order to fulfill
your duties as a Captain.
9.1 Fuel policy and requirements

A detailed knowledge of all the requirements for refueling your aircraft and
subsequently use of the fuel is of paramount importance. Too little or too much fuel
can be an embarrassment. Too little may also be dangerous and carrying
unnecessary excess fuel repeatedly will damage the companies’ commercial
prospects. (Depending on your aircraft type carrying 1000Kgs of extra fuel on a 6h flight induces an
additional 50-100kg fuel burn)
The following are a non extensive list of topics related to fuel that should be
researched in depth from company manuals and other documentation:
1. Fuel Policy
2. Fuel Requirement and planning.
3. Fuel Emergency - ATC response
4. Fuel Policy - Options
5. Load Sheet trip fuel figure
6. Action before flight - tech log requirement & discrepancies
7. Flight Manual Limitations
8. Wide cut fuel - grades - company procedure
9. Refueling precautions
10. Maintenance & HF radio use whilst refueling
11. Fuel contamination procedure / water check
12. Contract fuel suppliers
13. Calculating sector fuel
14. Ordering fuel
15. Refueling procedure
16. Refuelling with passengers aboard, boarding or disembarking
17. Fuel price and how to maximize efficiency and safety at the same time.
18. Economy fuel values (cost index)
19. In flight fuel checks

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9.2 OFP - checking

The Operational flight plan (OFP) that you receive is produced (by LIDO) some hours
in advance of departure time (production time is on the OFP) and is produced using
the following:
• Wind Velocity - Forecast winds from the Met Office at London.

• Flight Level - Flight Planned level.
• Uses the assumed Take Off Mass(weight)
• Biased for ISA deviation
Following are some of the parameters that should be verified on the OFP.
• Load: Expected passenger number + expected cargo
• Route: Either a stored route or a ‘tactical route’ – note this may or may not tie
up with the FMGS paired airfield routes so exercise care in inserting into the
FMGS.
• Alternate: The alternate used by default is the nearest suitable airfield to

your destination. This might not always be the company preferred alternate so
it is your responsibility to change this alternate in case necessary.
Considering the large number of variables involved it is fair to say that a high degree
of accuracy is achieved. Despite this, the document is based on certain assumptions
and is computer produced. It always remains the Captains responsibility to load the
correct quantity of fuel. To be confident that the fuel figure is realistic the following
items should be examined for accuracy:
1. EZFW versus actual ZFW

The EZFW is based the expected payload. Usually, given the check-in
requirements for passengers and the actual printing time of the OFP, this is
reasonably accurate figure. However remember that if the actual passenger figure
and or cargo are significantly different from the EZFW the trip fuel will be different
and adjustment to that fuel burn should be considered. The correction to fuel burn
is made using weight change figures on the OFP.
2. Wind component - to destination and alternates

Do the en-route and various alternate components look correct? The forecast wind
charts for Cruise Level and Level for diversion to an alternate should be carefully
studied and compared to the OFP. If any doubt exists about likely en-route
conditions prudence dictates that the most restrictive case be used.
A check of the figures given for other (lower) levels on the OFP is worthwhile. In
non-RVSM/radar airspace you may not get your planned level and by examining
different levels from the cruise wind forecast charts and significant weather charts
it may be apparent that the existence of a jet stream or stronger head winds will
have a profound effect on your fuel burn should you be ‘unlucky’ enough not to be
given your planned FL.
Remember: it’s the Commanders responsibility to have sufficient fuel!

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9.3 En-route alternate or destination alternate considerations
In general OM Part C gives an extensive list of the adequate airfields which can be
used in case an alternate airfield is needed. Here you can find as well the exact QR
requirements for an airport to be considered adequate. (Operating hours, customs,
fuel availability…) To determine the suitability of these alternates, OM Part A
chapter 8 gives you all the weather requirements depending of the stage of your flight.
Weather
OM Part A chapter 8.1 (planning stage) and OM Part A chapter 8.3 (in flight) provides
the guidelines regarding weather minima for specific alternates.
Alternate selection
On some routes considerable increases/reductions in fuel reserves (and therefore Trip

Fuel) may occur if you use an alternate airfield other than the one used in the 'ALTN'
calculation on the OFP. If you change the alternate, do make sure that the field you
have chosen is ‘suitable’ and ‘available’.
Also be reminded that the Alternate on the OFP is the suitable airfield within the
closest range of your destination. This not always is the commercially preferred
alternate nor is it always the best option in your case.
9.4 Cruise level

In Airbus the way the optimum flight level is being calculated is very complex. One
thing which is sure is that the optimum flight level as indicated on the MCDU gives you
the best cost efficiency
As a Captain always make sure that either you or your PNF inserts the correct
cruising winds and temperatures at cruising level for the flight. Ideally one should
minimum insert the winds for the cruising level, next level above and next level below
as well as the temperature at cruising level. This ensures a correct calculation of your
optimum level as well as the planned fuel burn off.
For the best cost efficiency in cruise you should always stay in a window ranging from
3000ft below to 1000ft above your optimum cruising level. So if your optimum FL is
FL350 you should try to climb to a window between FL320 and FL360.
Airbus recommends to, in this case, climb to FL 360. When you get lighter the
optimum FL goes up due to the fuel burn off. Wait until your optimum level is FL370
and then climb again to FL 380.
Contrary to common belief, climbing more than 1000ft above your optimum level will
NOT save you any fuel. It is the opposite as the fuel penalties will be much higher if
you do this than if you would have stayed on a lower level.
Other things to consider regarding a good cruising level are the existence of CB’s,
CAT and ISA deviation. The OFP considers wind component and ISA deviation for
selection of FL but is not able to plan for ‘significant weather’, although Shear Rate
(on the wind tables of the OFP) will give a guide to possible turbulence.

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9.5 Routing
Always plot your planned route on the significant weather chart to see if any CB’s,
CAT, ISA deviation (indicating turbulence) and jet streams are protruding your route. If
so, a re-routing might be required.
Also check the Notams for any airspace/airways closure which might need you to
adjust your time over a certain route or even might necessitate a re-routing.
9.6 Delays
9.6.1 Pre-Start Delays
Delays prior to departure can be caused by all sorts of factors, known as well as
unknown. This section only covers the known factors.
Slot Time (ADT)
Certain airports which are busy and need flow control (mostly Europe and the USA)
departure slots are issued at certain times of the day. Usually the ground staff will
inform you if such a slot exists. If this is the case it is good airmanship still to plan to
be fully ready at the scheduled time of departure. As soon as you are ready you can
issue a “ready” message to ATC which might improve your slot.
In case your slot is significant and cannot be improved, take the following into
consideration:
• Is it allowed to keep the APU running for the time remaining?

• Can I stay on the stand or is the stand needed for incoming traffic?
• Did I inform passengers and cabin crew?
• Do I have enough fuel on board?
Some delays, for example ATC Computer Failure or RVR at Departure Airfield below
minima for takeoff are more difficult to assess because the correct duration of the
delay is impossible to determine. Frankly a generous 'educated guess' using your
experience is the only sensible way to deal with what is thankfully a very rare
occurrence. Congestion at the holding point is also difficult to judge.
In all cases do not forget to keep a watchful eye on your fuel planning!

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9.6.2 En-route Delays
This section deals with delays that may occur without specific warning, but some of
which may be reasonably anticipated. Airmanship dictates that the possibility of a hold
en-route or at destination be considered, particularly with regard to expected traffic
and weather, especially at busy terminals (e.g.LHR, JFK...). However, in normal
operating conditions the likelihood of holding need not be overstated. In unusual
circumstances however, an increase in fuel may be needed to permit extending
holding. It is also worth considering how busy your alternate field will be should you
need to go there. You may not be the only one!
9.6.3 Other considerations
9.6.3.1 Cruise Level
Many things can go unplanned regarding your cruising level planned. You might be
restricted by MDD’s regarding your maximum cruising level, or you simply might have
a good chance you will be denied a slot at your planned cruising level (Jeddah FIR).
In all cases, remember that cruising either above or below optimum (not necessarily
your planned level) has a fuel burn penalty.
Consider also the trade-off between fuel burn and flight time. Whilst tactical changes
of speed are sometimes necessary to beat an airfield closure time, DO NOT habitually
fly at a higher speed than your managed speed target as dictated by your CFP cost
index.
9.6.3.2 Weather
Adverse weather
Consider the effects of an extended routing to avoid e.g. a sigmet predicting
turbulence along your route, CB’s etc…
Another factor, often underestimated, is the requirement at some airport to fly a set
speed on final approach. If you combine the LHR requirement to maintain 160KIAS
until 4Nm on final with 40Kts winds at 5000Ft you might find yourself dire on fuel.
The following factors need considering to varying degrees for the appropriate stage of
flight to determine the likely effect on fuel burn:
• RVR: The application of Low Visibility Procedures reduces traffic flow rates
and induces delays, aside of any approach ban that may exist.
• Crosswind: Extended routing may be needed to position for an into wind
runway.
• Contaminated / slippery runways: Delays may occur due to runway closure
for runway clearance or de-icing, or by very slow clearance of landing aircraft
due to reduced braking friction coefficients or possibly closed runway exits.
• Icing: Use of engine or wing AI is not included in the OFP fuel figures.
Prolonged use of AI will require an adjustment to the figures (e.g. holding in
icing conditions).Engine Ice Removal Run-Up – this procedure will use more
fuel – particularly if used repetitively.

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9.6.3.3 Operational
• Single pack operation: Reduces your cruising altitude capability in certain

cases.
• Configuration deviation list (CDL): Make due allowance for missing or
defective components.
• Extended taxi route: Very occasionally temporary closures may result in
unusually long taxi distances.
• Fuel tankering: Operations will specify this for the construction of the OFP,
but do NOT consider if landing at maximum landing weight on a wet runway is
appropriate!
• APU unusable: Subsequent cross bleed start may use up to 100kgs of extra
fuel.
The good news is that you should not have to consider all these factors on any one
flight. Rarely will you be called upon to take account of more than two or three. Many
of the factors have a small, almost negligible effect on fuel burn, but awareness of
such variables shows good airmanship and should circumstances dictate allowance
can be made in the fuel uplift.
The development of a methodical approach to checking weather, NOTAMs and OFP

will simplify the task of calculating a realistic fuel figure that you can be confident with.
It is likely that such a figure will also be more economical. Fuel calculations must be
made by reference to facts, not by emotion. If you find that you are consistently
arriving at destination awash with fuel or are arriving with 'minimum' or less then you
should urgently review your techniques for calculating/assessing fuel requirements!
9.7 Alternates, Diversions & Tech Stops

9.7.1 Take off alternate (TOFF ALTN)
A Take Off alternate must be nominated whenever weather conditions (or any other
condition) would prevent you to turn back to your departure airfield. How to deal with
this is described in OM Part A chapter 8.1.
9.7.2 Destination alternate (DEST ALTN)
Qatar Airways requests you to always nominate at least one alternate airfield prior to
departure. In certain cases two alternates are required.
In special circumstances and if your flight time would be below 6hours you might
consider to plan a flight without an alternate. This is however very unusual and rarely
done at Qatar Airways.
All the rules and specifications regarding alternates can be found in OM Part A
chapter 8.1.
9.7.3 Enroute and ETOPS alternates
Please refer to OM Part A chapter 8.1.

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9.7.4 Company preferred alternates
Qatar Airways determines which alternate can be used based on suitability, making
the evaluation easy for you. In OM Part C you will find a full list per country/FIR with
all the adequate airports as per Qatar Airways regulations. There are lists for both
enroute as well as ETOPS alternates. The company actually took the effort of
verifying whether the airports in these lists fulfill all the requirements to be an
adequate airport.
It is advisable, unless you find yourself in a full scale emergency, to always use the
airports in these lists when needed.
In the same OM Part C you will find an airport briefing for all our destinations. At the
end of each airport briefing you will find a list of possible DEST ALTN for that
destination. The commercially preferred alternate can be found there, printed in bold.
In any case it is clear that when using these predetermined alternates a lot of
pressure will be taken of your shoulders in the mid of your already stressful decision
making during a diversion. Basically all you would have to verify still is:
• Weather
• Notams
• Fuel requirement
9.7.5 Technical stops
In the rare case a technical stop would be required; you would get full support of the
Qatar Airways dispatch staff. Certainly in the case of a planned technical stop (e.g.
refueling) all the logistical items will be dealt with for you.
In case an unforeseen technical stop is required it would always be a good idea to

contact dispatch by any means available to you (ACARS, SATCOM, Stockholm
radio,..) in order to involve them in your decision making as they definitely have a
better bigger picture. This should not be considered as an undermining of your
authority as Commander but should be welcomed open handed as an extra aid in
your decision making process.
In case this would still not be possible, using the lists of adequate airports as
mentioned above will help you a lot further in all cases. In Qatar Airways you will very
rarely find yourself alone to make a possible heavy decision.

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10 Emergency equipment & safety precautions

Safety precautions can be considered as advanced care given in order to prevent
hazardous or injurious situations occurring. In effect they are preventative measures
and are in place to safeguard life, health and property.
Emergency equipment can be typified as specialised tools or equipment designed to
help neutralise a hazardous or even life threatening situation.
A review of the following topics is recommended to widen and reinforce your

understanding of these areas:
• Safety precautions
• Carriage of safety equipment
• Equipment location in your aircraft
• Diagrams
• First aid kit
• Hypoxia and its prevention
• Smoking on board
• Unruly passengers
• Oxygen - regulations
• Oxygen - passenger system
• Oxygen - crew system
• Oxygen - portable oxygen
• Smoke hoods
• Seats, seat belts and restraints
• Fire extinguishers
• Emergency exit lights
• Emergency evacuation routes and over-wing hatches
• Escape slides
• Inoperative exits
• Lifejackets & flotation devices
• Electronic interference
• Passenger devices
• Lightning strikes
10.1 Prevention of Hypoxia

10.1.1 Introduction
We work in a hostile environment. Our airplanes cruise at altitudes of up to 41,000

feet. At these altitudes and just at the other side of the flight deck windows
temperatures can be as low as minus 74°C.
Time of useful consciousness is counted in seconds. We need to know how and why
to survive in this environment should the unthinkable happen: pressurisation failure.
Several accidents and incidents have occurred in which the aircraft's emergency
oxygen equipment has been involved, some of the former with fatal results. You may
think you know all there is to know about the subject, if so this will be a useful
refresher. If not please take the time to read and digest.

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With pressurised aircraft, loss of cabin pressure at any altitude above 10000 ft will
result in some deterioration of consciousness, while at altitudes greater than 20000 ft
there will be a very rapid impairment of ability unless oxygen is breathed directly at the
moment of decompression. Mountaineers and people living at significantly high
altitudes may adapt to the low-density air, but there will not be time for this to occur in
the rapid ascent associated with flight.
10.1.2 Physiological Considerations
The energy essential for living processes is obtained by the oxidation of complex
foodstuffs, and thus oxygen is one of the most important materials required for the
maintenance of normal function by living cells. The cells of the brain are particularly
sensitive to lack of oxygen. Total cessation of the oxygen supply to the brain results in
unconsciousness in 6-8 seconds and irreversible damage occurs if the oxygen supply
is not restored within 4 minutes.
The supply of oxygen to the tissues is normally maintained by blood which picks up
the O2 in the lungs and delivers it to the tissues. The concentration of oxygen in the
blood leaving the lungs, and hence the supply of oxygen to the tissues, depends upon
the partial pressure (molecular concentration) of oxygen in the lung gas which is
closely related to the partial pressure of oxygen in the air inhaled. Although the
concentration of oxygen in the air is constant at all altitudes the partial pressure of
oxygen in it falls directly in proportion to the reduction of atmospheric pressure which
occurs with ascent to altitude. Thus the partial pressure of oxygen in the air at 18000
ft (0.5 atmospheres) is about half that at sea level. Because of the presence of water
vapour, the partial pressure of oxygen in air in the lungs is further reduced. However
the affinity of the red cells of the blood for oxygen enables the partial pressure of
oxygen in the cells of the brain to be maintained at half normal. At this pressure, the
oxygen supply to the tissue is inadequate to maintain normal function, and the
condition known as Hypoxia arises.
10.1.3 Breathing Air at Altitude
The intensity of the hypoxia induced while breathing air varies with the altitude, the
duration of the exposure and the rate of ascent. The other major factor affecting the
intensity of hypoxia at altitude is the degree of physical exercise. Exercise markedly
intensifies the effects of a given degree of hypoxia. Finally there is considerable
individual variability in the symptoms and effects of hypoxia.
Generally the higher the altitude, the more marked the symptoms. Rapid rates of
ascent however allow higher altitudes to be reached before severe symptoms occur.
In these circumstances, unconsciousness may occur before any or many of the

symptoms of hypoxia appear.

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10.1.4 Effects of Slow Ascent to Altitude
Flight Levels up to FL 100
Seated individuals have few symptoms apart from some loss of night vision. Their
ability to perform most complex tasks will be unimpaired. However, the speed with
which they can react to novel conditions can be shown in the laboratory to be
impaired at an altitude of 8000 ft. The marginal impairment of performance produced
in normal healthy individuals by breathing air at altitudes up to 10000 ft is considered
acceptable.
Flight Levels between FL 100 and FL 150
Resting individuals have little or nothing in the way of symptoms but their ability to
perform skilled tasks such as aircraft control and navigation is impaired. This
impairment is increasing with altitude above 10000 ft. Individuals are frequently
unaware of the hypoxia or of the impairment of performance which it produces.
Indeed, they may well believe that they are performing better than usual. Physical
exercise particularly at altitudes above 12000 ft frequently produces mild symptoms,
especially breathlessness. Exposure to these altitudes for longer than 10-20 minutes
often induces a severe headache.
Flight Levels between FL 150 and FL 200
Above 15000 ft symptoms of hypoxia occur even in individuals at rest. There is

marked impairment of performance, even of simple tasks, together with a loss of
critical judgement and willpower. Thinking is slowed. There is muscular un-co-
ordination and marked changes in the emotional state. Individuals may become
pugnacious or morose, or even physically violent. They usually have no insight into
their condition, an effect which makes hypoxia such a potentially dangerous hazard in
aviation. Individuals frequently feel light-headed, with a tingling in the lips and limbs.
Physical exertion greatly increases the severity of all the effects and it often causes
unconsciousness.
Flight Levels above FL 200
Breathing air at altitudes above 20000 ft results in severe symptoms even in

individuals at rest. Mental performance and comprehension decline rapidly and
unconsciousness occurs with little warning. In individuals seated at rest, the time
between cessation of supplemental oxygen and serious impairment of consciousness
is 10 -15 minutes at 20000 ft, 2.5 - 6 minutes at 25000 ft, and 1.5 - 3 minutes at 30000
ft. Any exertion at altitudes above 20000 ft rapidly produces loss of consciousness.

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10.1.5 Effects of Rapid Decompression
The previous paragraphs describe the hypoxia induced by either slow ascent whilst
breathing air or cessation of supplemental oxygen at a given altitude. The severity and
rate of onset of hypoxia when it is induced by a sudden failure of the pressure cabin of
an aircraft (i.e. time if decompression to above an altitude of 20000 ft less than 1.5
minutes) is considerably greater than when the hypoxia is induced by cessation of
supplemental oxygen at the same altitude. Thus serious impairment of
performance will occur within 1.5 minutes following a rapid decompression
whilst breathing air to 25000 ft.
Oxygen breathing must be commenced within a few seconds of the beginning of a

rapid decompression at altitudes between 15000 ft to 30000 ft if no impairment of
performance due to hypoxia is to occur. Rapid decompression at altitudes above
30000 ft will result in transient impairment of performance even if 100% oxygen is
breathed as the decompression commences.
These facts emphasise the importance of the correct use of oxygen equipment in the
event of the decompression of a pressurised aircraft. It must be remembered that the
effects of hypoxia outlined in the previous paragraphs apply to healthy, normal
individuals. A proportion of passengers may be suffering, either knowingly or
unknowingly from conditions which reduce their tolerance of hypoxia below that of the
normal, healthy individual. Heavy smoking has the equivalent effect of raising the
altitude by several thousand feet. Individuals suffering from certain diseases of the
heart or lungs do not tolerate well the hypoxia induced by breathing air at altitudes
greater than 5000-6000 ft.
10.1.6 Use of Oxygen
General
The hypoxia induced by breathing air (21 % oxygen) at altitude is combated by

increasing the concentration of oxygen in the gas breathed. Breathing 42% oxygen at
18000 ft (0.5 atmospheres) maintains the partial pressure of oxygen in the lung gas
and the oxygen supply to the tissues at the same levels as produced by breathing air
at ground level. The limit to the enrichment with oxygen comes when the gas is 100%
oxygen. Breathing 100% oxygen at 34000 ft is equivalent to breathing air at ground
level, whilst breathing 100% oxygen at 40000 ft is equivalent to breathing air at an
altitude of 8000 -10000 ft. Some form of positive pressure breathing or a pressure suit
is required to prevent significant hypoxia above 40000 ft even when breathing 100%
oxygen. Although descent at very high rates may even produce a tear in the ear drum,
this type of injury nearly always heals rapidly and completely and has no long term
effects. From the physiological considerations presented in the previous sections,
pilots will appreciate that if an emergency condition arises, there must be an
immediate and meticulous response to the prescribed drills. It is imperative that flight
crew perform all pre-flight normal functional checks of the oxygen system. Your life
and those of the passengers depend upon having a serviceable system.

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11 Abnormal & Emergency Situations
11.1 Definitions
Abnormal situation: a situation which is non-normal, not usual or not typical.
Emergency: sudden and unforeseen event, requiring prompt action.
11.2 Study topics

Review these topics from Ops Manuals / FCOMs / Jeppesen / Cabin safety manual:
• Managing failures in general.

• ECAM correct handling
• Abnormal & emergency procedure general.
• Engine failures and fire drills
• Engine failure in flight: strategies and procedures.
• Decompression and emergency descent: general and QR procedures.
• Use of and principles behind QR drift down charts.
• Emergency during T/O, landing or taxi.
• Emergency evacuation
• Passenger evacuation:generalised guidance and QR specific procedures
• Fire and smoke
• Fuel emergency
• Communication: general
• Communication: in case of emergency
• Interception procedures
• Communications failure: company policy
• Communications failure: ICAO procedure and national requirements
• Aerodrome emergency services
• Simulated emergency
• Crew incapacitation
• Dangerous goods: emergency procedure
• Non-normal procedures
• Non-normal checklists
• Memory items
• Many more ….
When flying Airbus or Boeing your most important sources of information regarding
how to handle abnormal situations and emergencies will be in FCOM, FCTM and
QRH:
• FCOM 3: Abnormal and Emergencies
• FCOM 3: Supplementary techniques
• FCOM 2: Special operations
• FCTM: Flight crew training manual for your type of aircraft
• QRH

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11.3 Judging and handling abnormal and emergency situations

These references clearly cover a wide spectrum of possibilities, from the merely
inconvenient occurrence which requires nothing more than making a Tech Log entry
to the potentially life threatening situation. Clearly some of the Non-Normal (QRH)
drills are more urgent than others.
ECAM or QRH will not tell you what is and what is not defined as an Emergency.
Some situations (e.g. Collision Avoidance), which are clearly emergencies, are not
covered by either one of them!
Reliance on the 'Non-Normal' drills for every conceivable situation eventually is just
not possible. They simply cannot be made to cater for every eventuality.
So, the big question is: "What does constitute an Emergency?" As already seen the
complexity of the situation makes it unfeasible to catalogue all abnormal situations
into Emergency and Non-Emergency.
The following is a blanket definition to use as a yardstick for any abnormal
circumstance.
"An emergency situation is one which threatens the life, health or well being of
any passenger, crew member of person on the ground or which threatens or is
reasonably likely to threaten the safety of the aircraft".
Aviation history reveals too many occasions where inappropriate action by the crew
has turned the proverbial drama into something of a crisis. Worse has occurred when
a minor malfunction has resulted in a major accident because of incorrect crew action.
There are four (4) possible incorrect paths to follow when dealing with an abnormal
situation and more importantly, they are not difficult to avoid.
1) Failure to fly the Aircraft
Unacceptable. As Captain you must decide who is flying the airplane and who is to
execute the drill (i.e. PF / PNF duties). Ensure that PF is not unduly distracted by the
requirements of any drill, checklist or other action from proper flight path control. This
is good old fashioned flight deck management.
If you think that this cannot happen consider the TriStar that flew into the Everglades
whilst the three man crew changed a bulb.
2) Incorrect identification of a problem or failure
This is commonly the result of an incorrect 'snap' diagnosis. This of course is a failure
to gather and analyse all the pertinent facts. It can be avoided by using all available
sources (including ATC, Engineer on headset and Cabin Crew) to obtain relevant
information.
Remember that a complete picture of what is happening has to be built up. If you don’t
gather all the information you will not be able to create a complete and accurate
picture.

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Caution: The phraseology of non-pilots to describe an event may differ from that
which we would consider 'standard'. You must therefore be prepared to ask the right
questions and if necessary confirm, by other means, that the event described is
indeed what you understood and also that which has occurred.
At best an incorrect diagnosis and subsequent drill will make your life much harder.
You will have to undo the incorrect drill and then, having correctly identified the
problem, action the correct drill.
At worst the situation may become so confused by actioning an incorrect drill that an
irrecoverable situation is created or loss of control results.
3) Over reaction to a situation
This is typified by an inappropriate and usually excessively rapid response to the initial
event. In response to a shot of adrenalin a somewhat panicky "Do something -
anything!" attitude has taken over rather than a deliberate response to an identified
problem or threat. In most cases a few moments mature reflection rather than a knee
jerk reaction would provide a better result.
An example: failing to confirm that the reported 'Galley Fire' was exactly that and not
just smoke from grease spilt on the oven inserts. The resultant emergency descent,
diversion and evacuation were therefore a clear over reaction.
4) Under reaction to a situation (indecisive)
A situation where a serious threat to the aircraft or occupants is not recognised, or

recognition is unduly delayed, or action is not taken despite correct recognition. This
can create a situation where remedial action becomes impossible.
The Air Canada DC9 at Cincinnati in 1983 with a rear toilet fire is an example. Over
four minutes were lost before diversion commenced and then several suitable
airfields/runways were over flown en-route to a major terminal.
Note: In many cases the cabin crew are responsible for the initial incorrect
identification and poor communication. E.g. an alarmist cry of "FIRE" instead of
“Smoke from oven X” creates the seed of the inappropriate response by their
overreaction to a situation. Unfortunately too many people do believe the old saying:
“There is no smoke without fire” and thus make a connection that may not exist.
Equally Cabin Crew who are ‘in denial’ of the reality of a situation can feed you
reassuring words, and maintain a continued affirmation that the situation is under
control. This will contribute to a delay in taking appropriate action. It is worth noting,
that an initial over or under reaction to the event in their domain by the Cabin Crew
will result in a similar response by the flight deck crew. Unless of course the flight
deck crew ask the correct questions in order to obtain the correct answers.

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11.4 Summary:
The ultimate responsibility for dealing with abnormal situations lies, as always, with
the Captain.
You must:
• Gather and analyse all available information about the situation.

• Identify the nature of the problem or threat.
• Take appropriate and timely initial action.
• Decide on a subsequent course of action. This will depend on the success of the
initial action e.g. an engine fire warning: is it extinguished or not? Very different
courses of action are required dependant on the outcome.
• Continue to monitor and review the situation.
Remember that no two events are identical. Each situation must be examined and
treated as an individual case. There is no such thing as a 'standard' failure or
emergency situation, each is unique and needs to be treated as such. The Operations
Manual (OM Part A) provides guidance on the management of emergencies; the
specific details are up to you.

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12 Failure management
12.1 General
As mentioned in the previous chapter, a clear cut method of handling failures cannot
be given in a single manual. Every failure is different and subsequently asks for a
different approach. On the other hand you as a Captain are required to develop your
own methodology for approaching failures. It has been proven that in case you, as a
human being, approach every situation with a certain working method which is always
the same for your case; you are much less prone to making a mistake or to forget
something.
In the following paragraph we will look at some basic principles your working method
should incorporate.
12.2 Managing failures (not EFATO)

1. Control aircraft
Engage automatics (trim properly and engage an autopilot)

In case of complicated failures it might be a good idea to delegate the controls of your
aircraft to the First Officer so you can focus on the failure management.
Complete any ECAM or QRH items (confirm and x-check) and make sure all normal
checklists are completed as well.
Remember: once the status page is in view the aircraft is in a safe state to fly (except
in case of inextinguishable fire) and you basically have all the time to do your decision
making.
2. Get safe
Advise ATC (Mayday or Pan if necessary)

Request radar vectors (Heading and Altitude)
Request to pick up a Holding somewhere safe (Hold at PPOS can be a good solution)
In case you are on the approach when the failure happens it might be safer to request
a missed approach. (Once requested there is no way back, do not change your mind
half way in the Go Around!)
3. Tidy up
Complete any outstanding normal checks

Think about immediate cabin safety
4. Analysis
Use all available brains to identify failure

Obvious corrective actions complete.
Find non normal to fit failure; do not make failure fit the drill (exceptions)

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5. Plan
• Hold: how long? Fuel available vs. fuel required to complete all tasks.
• Continue flight if possible ( provided Safety is ASSURED )
• Use commercial alternate unless failure dictates otherwise. Involve F/O with
decision
• Brief CSD (NITES briefing) should be done before informing the PAX.
• Inform your passengers in an appropriate way.
• Time permitting inform the passengers in an appropriate way.
6. Evacuation guidelines
The decision to evacuate the passengers and crew from the aircraft is one not to be
taken lightly. The decision either way could have enormous implications.
It must be based on the overall situation of the Aircraft, influenced by both internal and
external factors. It is probable that the full picture will evolve as you gather
information. (Remember: use all sources of information. Use all available brains).
Each piece of information needs to be analysed and added to the whole in order to
see how it affects the overall picture.
Flight crews should address two questions when deciding on the appropriate course
of action in a given scenario, utilising the most reliable information available at the
time:
1. Are the passengers safe inside the Aircraft?

2. Is the situation stable and likely to remain so?
If, within the best information available, the above answers are YES, do not initiate an
evacuation unless circumstances change for the worse.
If a reasonable element of doubt exists as to whether the present situation provides

an adequate level of passenger safety, or the situation is deteriorating towards an
unacceptable safety level, an evacuation will most probably be the best option
available to the aircraft commander. Remember that EVACUATION can be
UNPLANNED or PLANNED
In the case of PLANNED evacuation make sure your correct orders are briefed and
understood by your CS/CSD during your NITES briefing. This is why it is so
important your NITES briefing is repeated by the CS/CSD word by word!
An UNPLANNED evacuation could happen during landing or rejected take off.
The crew must endeavour to obtain accurate information on exterior events from any
reputable source. Whenever time permits, stress to the external observer (mostly
cabin crew) the need to describe to you exactly what he/she can see, not what he/she
thinks or supposes is happening.
Remember that at the height of an aircraft incident observers may be excited or under
some degree of stress. A puff of smoke from a wet start, APU exhaust or generator
cooling vent can all too easily be portrayed by the message "you're on fire". Ask what
color the smoke is, the answer gives a clue as to its origin, you can even ask the
cabin crew to take a picture of what you want using a digital camera or mobile phone.

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13 Aircraft Performance – Regulations & Operating minima

As you are very well aware of, many rules and regulations exist regarding Aircraft
Performance and Operating regulations and minima.OM Part A Chapter 8 covers
many aspects and one should have solid knowledge of its contents, another manual in
this regard is OM Part C route and aerodrome instructions and information, Both
manuals will be discussed in depth throughout your upgrade training.
The following topics are suggested for review / revision (non-exhaustive list):
• Approach bans
• T/O minima
• Circling minima
• RVR and IRVR
• State minima
• Area and airfield brief
• Airport and area clearance certificate
• Fire cover
• Operations to CAT II and CAT III A/B minima
14 Medical
The information in OM Part A chapter 6, 8 and 14 give excellent advice on medical
matters, including the following important topics. Being fully aware of the advice given
is of paramount importance.
• Problems with sick passengers

• Refusing sick passengers
• Obtaining help & medical assistance by radio / ACARS / telephone
• Expectant mothers
• Infectious disease
• Health regulations
15 Dangerous goods
As dangerous goods training is covered as part of the bi-annual ‘ground refreshers’,
you should be well briefed on this subject. It is not suggested that an intimate
knowledge of the Dangerous Goods Regulations is required. However a good working
knowledge along with the ability to find appropriate guidance material is essential. To
this end it is suggested that you review the appropriate sections of OM Part A chapter
9 together with the excellent course handout received during your DGS course It is
important to have good knowledge of the procedures when dealing incidents involving
Dangerous Goods utilizing the ICAO EMERGENCY RESPONSE GUIDE (the Red
Booklet ).

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16 New situations, new people, new challenges

This part of the syllabus comprises an Introduction to some of the new situations and
new people that you will encounter as a Captain. As a newly promoted Captain you
will come across situations that you may have experienced as a First Officer, but are
now required to take responsibility for as Captain. Similarly, you will have to
communicate and deal with people, either individually or in groups, with whom you
have previously had little or no contact. As your experience in command grows, most
of this will become second nature. In the meantime this section gives some guidance
in these areas as a first step in the right direction.
Specific information is given to cover some of the 'new' situations in order that correct
procedures are known and the pitfalls are avoided.
However, to have specific procedures for dealing with people are not possible.
People are individuals and must be treated as such in order to encourage them to do
their best. Guidance of a general nature on the other hand regarding the content of
communication is possible and, where appropriate, is given.
It is important to remember that the style of your communication will be unique to you.
By giving some prior consideration to this you will at least ensure that ambiguity is
avoided and offence is not given. In dealing with personnel and coping with situations,
some situations are bound to be more demanding than others.
Do not be overwhelmed by this, use all available resources and consider all
possibilities before selecting your optimum solution.
Remember: there are no problems, only solutions!
16.1 Flight Deck Crew
16.1.1 First Officers
As a Captain the majority of your dealings with other pilots will now be with First
Officers. You are now the senior pilot on board, the one that others, including your
F/O, look to for guidance and leadership and of course solve those tricky problems
that they cannot solve themselves.
Your F/O is your senior crew member, your second in command, or if you prefer so an
“apprentice Captain”. Accordingly your F/O deserves to be treated with respect by all
concerned but in particular by you. Working on the basis that the F/O is provided to
work as an airborne clerk and is aboard merely to keep your paperwork in order, and
occasionally you reluctantly let him/her fly the aircraft, has proven to be wrong,
counterproductive, and in many cases DAONGEROUS.
He or she is unlikely to respect you as a Captain if you operate on the 'one man band'
principle, and consequently is unlikely to perform optimally.
Equally you are failing to contribute in enriching and enhancing their experience that
they’ll need when they become Captains.
Always remember that not so long ago you where in exact the same situation!

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The following points are worthy of consideration:
• Your F/O may be older and/or more experienced as a pilot than you. Do not be
overawed by this situation, an F/O who is truly a professional pilot will take this
situation in his stride and so should you.
• At all times your F/O is a valuable source of a second opinion, more so when
you have a very experienced F/O.
• Situations may arise where it is more prudent to allow the F/O to handle the
aircraft whilst you manage the problem.
• With problems on the ground it is often best to leave the F/O in charge of the
aircraft whilst you are elsewhere dealing with a problem.
• Occasions will arise when a change of control is advisable:
 F/O's leg, but conditions place the operation outside Co-pilots handling
limits (refer to OM Part A Chapter 1.5: responsibilities as a commander)
 Your leg, but the need arises for a lengthy HF call or any other situation
which would distract you from your PF duties unduly.
 F/O's performance not up to standard.
• If the F/O's performance is not up to standard in any area you should let them
know. Improvement is unlikely if the individual is not aware of any
shortcomings. Major or continued problems might warrant a discrete word with
the Fleet Manager.
• Delegation of any task to the F/O does not absolve you from responsibility. In
this respect you must be aware that the experience levels of our co-pilots vary
enormously and this should be a major consideration when deciding which legs
to delegate to F/O's.
• Do not allow the F/O's handling of the aircraft to create a situation which is
beyond your ability to recover. If you have any doubt about the manner in
which the aircraft is being handled you have two possible options. The first is to
give instructions or advice to your F/O to stop a situation deteriorating and
thereafter to improve it. The second is to take control yourself and correct it.
• It must always be clear who is flying the aircraft. This is particularly true when a
change of handling pilot occurs. The time honoured: "You have control" routine
should be used.
• Should it be necessary to ‘debrief’ your F/O for some shortcoming in their
performance, it is essential to do this out of earshot of other crew or ground
staff and particularly passengers. The Flight Deck should provide adequate
privacy for a 'quiet word'. Shouting matches are not to be contemplated.
• A clear understanding of 'who does what' in both normal and non-normal
circumstances is essential.
• First Officers briefings. If your F/O gives a takeoff or landing brief that is
deficient or employs a technique that you do not wish to use (e.g. flex T/O
when windshear is reported),then clearly you must correct his briefing and
explain why.
Remember: Always try to clear any ambiguity, and try to solve any problem on board
of your aircraft so both pilots can go home after the flight with a pleasant feeling! This
is a skill any good commander should possess and failure to do so you should
consider it as a personal challenge for you as Captain to acquire that skill.

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16.1.2 Captains flying together
It is occasionally necessary (F/O shortage) to schedule two Captains to fly together.

From the Company point of view this is good husbanding of resources. From the pilots
point of view it is not always the most popular of duties. It should not be the onerous
task which some perceive it to be.
On certain fleets all QR Captains are checked to operate as 'PNF RHS' for routine
duties but are also able to handle the aircraft from the RHS in emergencies (pilot
incapacitation for example). This is facilitated by a RHS check as part of every
Captains Proficiency Check. So, in most circumstances, there is no reason why two
Captains cannot share the flying, each taking a turn in the LHS and being Captain and
PF simultaneously. The colleague in the RHS is fulfilling the PNF/PM role of First
Officer when he is occupying that seat. By operating like this there can be no doubt or
confusion as to just who is in charge of the aircraft. Each pilot has a clearly defined
area of responsibility within the Flight deck and will operate in his appropriate capacity
(PF or PNF) during both normal and non-normal operations.
Nothing could be simpler.
Problems do occasionally arise when a Captain feels uneasy with operating from the
RHS as PNF/ PM. This can lead to an unpleasant atmosphere in the flight deck, which
at worst case could be potentially dangerous. Anyone in this category should accept
their temporary change of role with good grace and bear the following in mind:
• It is an opportunity to re- acquaints themselves of the role and tasks of the

F/O.
• It is possible to learn something from watching another captain at work. (All of
us can if we are really honest about it).
• It should be viewed as any duty delegated by the company, it implies no
downgrading of a captain’s rank, and we should be professional in our
approach towards this delegation.

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16.1.3 Handing over to the next crew
Do’s
• Put charts and manuals away.

• Tidy up. Dispose of cups, newspapers and any other rubbish.
• Ensure ALL paperwork is completed properly. This includes countersigning
any 'new' Cabin Defects. Also ensure that 'further reports' in the Tech Log are
submitted as required and that the wording of any new defects is
unambiguous and technically correct.
• If there is no QR ground support Arrange for any extra servicing work that you
are aware of before leaving the aircraft e.g. windscreens to be cleared, water
tank refill, toilet servicing, etc.
• Pass on verbally any information that you can to the next crew that will be of
assistance to them: A/C technical status, en-route or destination weather,
down route problems (e.g. Nav Aids/Runways etc that may just have gone
out of service).
• Shutdown checks including the “securing checklist” if the next
crew/maintenance are not there to take over.
• Make sure the A/C is ‘Secure’ or left in charge of a responsible person
Don't
• Habitually align IRS's.

• Enter an FMC route or set-up FMC/flight deck for departure, as the crew
operating the flight should be the one’s entering the data.
• Leave airplane with APU running if an engineer or the next crew is not there
to take charge

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16.2 Cabin Crew

16.2.1 Introduction
The flight and cabin crew of an airliner should always aim to act as one
cohesive crew.
This may be severely tested in non-normal or emergency circumstances.

In almost all other respects the crew is actually treated as two separate entities: Flight
deck and cabin crew.
They are recruited by and work for different departments. Indeed the recruitment
criteria are amazingly dissimilar. They wear different uniforms, have different pay and
conditions and they have a radically different career structure and level of
qualification. The specific tasks allotted to each group are widely dissimilar as are the
respective levels of responsibility.
This difference between flight deck and cabin crew can and does lead to a number of
difficulties.
• ignorance of each other’s tasks, duties and responsibilities,
• Refusal to communicate adequately under normal conditions.
• To have ‘Them and us’ situation.
• With weak or indifferent leadership, it can lead to the situation where multiple
leaders emerge thus having a team without a commander.
(Worse still can occur with weak or indifferent leadership, which can lead to the
assumption of authority by those with no right to exercise it and without proper
knowledge of the responsibility which that authority bestows.)
Clearly with these sorts of problems existing it is not surprising that events sometimes
go awry in both normal and non-normal situations.
It is clear that good, firm leadership from the flight deck crew, and in particular the
Captain of a flight, will influence the attitudes and actions of the cabin crew and thus
by-pass many of these potential obstacles. Good communication is required among
the crew. (Note that although in these notes it is editorially expedient to deal
with the flight deck and cabin crew as separate, we must still try to consider the
crew as a whole).
Communication should be both concise and precise as well as being delivered at the
correct time. Given all of this, the efficiency of the operation in normal circumstances
should be maximised and the potential for miscommunication in any non-normal
circumstance minimised.
The following section provides some generalised guidance on liaison with your cabin
crew before, during and after a flight. Remember that the cabin crew is your eyes and
ears in the cabin and also that certain of their tasks like the safety briefing, life jacket
demonstration etc, are your responsibility (Legally) but are delegated to the cabin
crew to perform.
Customer service is an immensely important part of the commercial aspect of airline

operations these days. The cabin crew plays an important part in this, but we must not

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lose sight of the primary reason for cabin crew: SAFETY. So under no circumstances
must service, however important, infringe upon safety.
16.2.2 Pre-flight
Initial contact with your cabin crew by means of a short briefing is important for a
variety of reasons. For one, it permits the introduction of all crew members, thus
establishing a 'who's who' for the entire crew.
This is particularly important to ensure that new crew members feel part of the 'team'.
It allows for the exchange of information relevant to the forthcoming duty. This will set
the tone for the day: you will have opened the door to two way communication by the
disclosure of this information hereby getting rid of any communication barrier that
might have existed.
By ensuring a proper instruction it indicates to the crew that you are concerned about
their welfare. This goes a long way to creating a team spirit that should outlast the
duty period. By the passing of information at the briefing you show that you are
efficient and keen to ensure that the job is done properly. It is to be hoped that the rest
of the crew will follow you as an example!
And most importantly: It creates the “one crew” we have been talking about before,
instead of two separate entities!
In Qatar Airways it often is difficult to do a crew briefing at the briefing room in the
technical building. If this is the case always try to go onboard the aircraft a bit earlier
so you can conduct a briefing on board. In the rare case where even this would not be
possible it would show good leadership, as a Commander of the flight, to at least
introduce himself to the crew in a way that doesn’t hinder the Operation.
The briefing is unlikely to take more than a few minutes and whichever of the following
are relevant should be included:
• Names of the crew ( flight & Cabin ) to get acquainted “break the ICE” .
• Flight times
• Flight conditions. In particular turbulence is it CAT, TS or simple low
altitude turbulence caused by strong winds. These are the conditions
most likely to have an impact on cabin service and safety.
• Legalities: people called from standby. Make sure everybody is legal to
perform the duty of the day.
• Slot times/delays
• Refueling or not
• If it is a training flight, inform the crew about jump-seat occupants or any
other operational constraint.
• Any other information you deem necessary.
The CS/CSD on his/her turn should inform you about:
• any training taking place in the cabin

• Provide you with a list of names, duty positions and staff numbers of the
cabin crew.

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Given the above information the CS/CSD will now have a clearer picture of the likely
workload and can plan accordingly. And once more, now the crew will feel much more
as being part of one team.
On routes where problem passengers are known to exist e.g. with excessive hand
baggage or alcohol related behavior problems, a reassuring word to your cabin crew
that they have your full backing to deal with the situation will improve that confidence
to deal with it properly. As a result you are less likely to be bothered later in flight or
post flight with endless horror stories which you can do little about.
16.2.3 Onboard
Once on the aircraft but before departure the need for communication between flight
deck and cabin crew still exists. It is in fact becoming more important as the situation
is now dynamic and errors or omissions can have serious consequences.
Cabin defects
The CS/CSD must be advised of any Cabin Defects relating to cabin equipment or
furnishings. This may (for example) save them the time and effort in loading meals
into an unserviceable oven only then to have to unload and reload them, possibly in
the galley at the other end of the aircraft and quite possibly in flight. This sort of
occurrence may have a considerable effect on cabin service and can be easily
avoided.
This also will prevent the CS/CSD re-entering a previously entered defect in
ignorance. This saves time: theirs, yours and the engineers.
Any defects discovered pre-flight or at any later stage should be reported to you by
the CS/CSD. The necessity of that item should be considered and if required
engineering called without delay. More routine items such as replenishing the potable
water or toilet servicing may also need attention.
These should be advised immediately to the load controller if present or via the R/T to
the company or handling agent.
Cabin defects book
This book is an annexe to the Aircraft Technical Log. Defects relating to cabin
furnishings or equipment are entered by cabin crew in the Cabin Defects Log and the
entry signed and dated by the crew member making the entry. In order to legitimise
the Log page it must be countersigned by the Captain. The defect will subsequently
be rectified and annotated as such, or will be "carried forward" via a Technical Log
page and annotated and cross referenced accordingly. Any defect recorded relating to
an item of safety equipment must be entered in the Technical Log as a defect. (A full
list of items to be transferred can be found in OM Part A 8.1), as it is a legal
document remind the CSD/CS that they need to write in BLOCK CAPITAL letters,
sign, and date each item as they usually don’t.

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16.2.4 Boarding time
The CS/CSD must be made aware of intended boarding time of passengers at an

early enough time to enable compliance. Factors which will cause boarding time to
vary should of course be taken into account. These include such variables as slot
time, disabled (lift on) passengers, serviceability of the APU (for air-conditioning), time
to transport passengers to a remote stand by bus, and inevitably a host of others.
An essential pre-requisite for boarding is completion of the cabin security check, the
CS/CSD being required to inform the Captain that the check is complete and that the
aircraft is free from unidentified or suspicious objects.(A form proving this has to be
signed by the Captain) It seems obvious, but is all too often overlooked that cabin
clearing must be completed and all cleaners (and other non-crew personnel) and their
equipment should be away from the aircraft before the security check can commence.
Should a decision to board whilst refuelling or refuel with passengers aboard be
necessary, then the CS/CSD must be briefed and the procedure in OM Part A 8.2
applied. Local regulations concerning the procedure must also be adhered to; these
may include the attendance Fire Fighting personnel & equipment, the placing of steps
or other means of egress. Some airport authorities prohibit refuelling with passengers
aboard. Local ground staff, engineers or refuellers should be able to advice on local
regulations.
16.2.5 In Flight
16.2.5.1 ETA
Keeping cabin crew up to date with flight progress is important particularly on the
short, busy flights. On the short sectors their flexibility to accelerate the service if flight
time is reduced is minimal, the only option being to somehow curtail the service if
circumstances dictate In order to avoid this situation a realistic estimate of arrival time
should be given early in the flight, usually short sectors pose greater demand and
stress on Cabin Crew, thus good coordination can mitigate or reduce such stress.
Early advice of a delayed ETA due to holding, increased track distance, runway
change etc, should be given as this may allow completion of service or at least allow it
to be completed in a more relaxed fashion.
Of more importance is a situation where an ETA has been brought forward

significantly due to a reroute. Such a significant reduction in flight time may leave the
cabin crew unprepared for landing and thereby cause a go-around. A timely
announcement and switching on the seat belt sign will keep cabin crew up to date on
the flight progress and allow them to pace the last part of the service and prepare the
cabin for landing.

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16.2.5.2 Turnarounds
Cabin crew will normally rise to the challenge of a quick turnaround but may need the
occasional prompt. As Captain your job is to manage the turnaround in the main by
delegation of tasks to your crew, the engineers and ground staff. In this area tact and
diplomacy including the words 'please' and 'thank you' will achieve far more than the
Sergeant Major approach! Becoming too involved with accomplishing tasks may
diminish your capability to supervise the turnaround and detect which task is liable to
be the critical one i.e. last to be completed. This may prevent timely corrective action
being taken. In these cases it can be helpful to delegate the technical aspects of the
flight to your F/O so you can handle the managerial tasks.
16.2.5.3 Meal breaks
It is obvious that, when possible, crew meals should be consumed as near to normal
meal times as possible and obviously on a lot of flights this is hardly possible!
Difficulties can also arise on routes where short, multiple sectors are operated. Here it
may be that by deferring a meal break to a later turnaround, which is of longer
duration, the meal may be taken in a more relaxed and sociable atmosphere than is
the 'norm'. However, when contemplating this, the physiological aspects, especially
the time since the crew last ate must be considered. A crew whose members have
low blood sugar levels (hypoglycemia), due to a lack of recent nourishment is less
likely to cope well with routine tasks, and may fail to cope adequately with any non-
normal circumstance. Note: symptoms short-temper, inability to exercise proper
judgement, and to make sound decisions.
Do not be tempted to coerce your crew to skip a meal entirely in order to make up
time. The time saved is at best minimal as eating almost always takes place
concurrently with other turnaround activities which would anyway prevent passenger
boarding at an earlier time. Should you attempt this you will end up with a hungry and
dispirited crew who will not give of their best to our passengers and may well
introduce you as Captain Blight!
16.2.5.4 Unexpected turbulence
If the encounter is of sufficient duration or severity then the 'fasten seat belt' sign must
be illuminated and a PA made. Normally the CS/CSD will make this PA, but in the
event of a sudden onset of significant turbulence the cabin crew (for their own safety)
may need to be secured as well and in this case a PA by the flight crew may be
necessary. The PA should be as re-assuring to the passengers as possible and as
informative to the cabin crew as is reasonable. The onset of even light to moderate
CAT at altitude can be scary for even seasoned travellers, inexperienced passengers
may well be terrified by the experience. The CS/CSD will give you a 'cabin secured’
check once the cabin is secured. it is good to mention to the crew during the briefing
to call you if they feel the turbulence to be significant and you haven’t turned on the
FASTEN SEAT BELT sign yet, as in the cockpit the feel can be deferent from the tail
of the aircraft.

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16.2.5.5 Diversions
In the event of a diversion the CSD will have a number of questions, these will
include:
• Where are we going to?

• What happened?
• How long before we reach there?
• What happens when we get there?
Have your answers ready, as inevitably a diversion increases the workload of the
entire crew and they need relevant information to enable them to plan that workload.
Diversions, and to some extent tech-stops, are situations where maximum flexibility of
all concerned is required to expedite matters and minimise disruption to our
passengers.
It would be advisable to contact OCC as soon as possible by any communication

means available. For this purpose you could contact them by using ECARS, SATCOM
or Stockholm radio. Regardless which option you might use, it is important to provide
the information to your cabin crew as soon as the company is contacted and your
questions are answered
16.2.5.6 Emergency & Evacuation Procedures
In Qatar Airways a set procedure exists for these kinds of situations: the N.I.T.E.S.
briefing. This procedure is described in the “Cabin Safety Manual”, a manual you can
find on your Operation Manuals CD. It is of the utmost importance you are absolutely
familiar with this procedure as your Cabin Crew is trained to receive any information
regarding an Emergency in exactly this format.
• N Nature of the problem. Keep it as understandable as possible and

refrain from using too many technical terms. These might seem
comprehensible to you but could be too complicated for your CS/CSD.
• I  Intention. What has been your decision and, in case applicable, where
are we diverting to.
• T  Time. How much time is there left before we are estimated to be landing?
Remember, your cabin crew probably still has to secure the cabin and prepare
it for the emergency.
• E  Evacuation. Will an evacuation be required or not?
• S Signs. What signs will you as the Commander be giving to the cabin crew
in order to initiate the evacuation.
Remember: once you have given your NITES briefing (and maybe some additional
information) it is a requirement for your CS/CSD to repeat your briefing “literally”. This
ensures you they have fully understood the extent of the situation.
Once this has been done, do not forget to ask for updates from the Cabin Crew
regarding the progress of their preparations in the cabin. You will be very busy trying
to deal with the situation in the Flight deck, trying to land the airplane safely, so this
part is often overlooked. Their feedback is an important detail in your time
management dealing with the situation. (Is the cabin secured? Are there any
passengers in urgent need of medical assistance? Is there panic on board etc…?)

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If an evacuation is planned, it is not necessary to specify which exits to be used.

However any information pertinent to the availability of exits would be appropriate. For
the cabin staff, the basic philosophy for evacuation is to use all available exits. They
will expect some to be jammed, under water, blocked by fire or otherwise unusable.
On discovering an exit not safe, they will abandon all attempts to use it and proceed to
another exit. Each door/exit will be evaluated before it is opened.
You, as the captain, will be expected to remain on board to monitor the evacuation
internally whilst your first officer will be in charge to guide evacuated passengers away
from the airplane on the outside.
Also it is important to highlight, when the landing has been completed and the
airplane has rested on ground safely, evacuation might not be required any
more (i.e. engine failure) therefore it would be important to remember that you
might elect to cancel the emergency and for this purpose, you must inform
passenger and cabin crew before intent to clear the runway. The “Cabin
Safety Manual” states when evacuation is no longer required, you must inform
them by announcing "Cabin crew and Passengers remain seated".
Always remember: Safety of the passengers is of paramount importance, but crew

should not take unnecessary risks.
16.2.6 Post flight
Ensure that all relevant details are completed on the flight report and that any other
'special' reports are completed. Do remember to thank the cabin crew for their efforts,
particularly if they have worked hard on a busy or disrupted day. A little praise will go
a long way toward making them feel valued both as an individual and as a crew
member.
Any particularly outstanding performances by the crew, good or bad, you may wish to
record for posterity by writing a line or two to your fleet’s Chief Pilot. He in turn will
pass these on to Cabin Services for appropriate action.
16.3 Communications with Ground Staff & Company

This section deals in brief with aspects of communication with personnel other than
members of your crew. It is not possible to cover all aspects of every conceivable
situation with all concerned parties but the intention here is to advise you of lines of
communication that are open to you and in some instances where to seek assistance.
Air Transport is an enormous collaborative effort. We, as pilots, are privileged to be at

the forefront of this. Many responsibilities are placed upon us, both as Captains and
as pilots, in order that the safety and regularity of air transport is maintained and
improved. Equally we can expect that all others who rely upon the airline industry in
general, and QR in particular, for their livelihood should support us wholeheartedly.
We must do our part by communicating adequately with all concerned and thus help
to motivate them.

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16.3.1 Ground Staff

Those that we have most dealings with are the Dispatchers (“red caps”) and
Engineers.
16.3.1.1 Dispatchers
Their responsibility is to liaise with and co-ordinate all those agencies required to
ensure that the aircraft is safely and expeditiously prepared for flight and if possible to
dispatch it on time. Their most obvious contribution may be the load sheet. They
should be able to provide you with the following essential information:
• All documents pertinent the flight (OFP, NOTAMs, Weather briefing etc)
• Information on departures delays (ADT/CTOT) and if available an estimate of
holding delays at destination.
• Details of any ‘specials’ i.e. Disabled passengers, deportees…
• Advice of any dangerous goods to be carried.
The fuel load is required by the Load Controller for inclusion in the load sheet and the
Dispatcher usually collects this data. At many locations they will pass the figure to
engineering or refuellers on your behalf.
Other items that you will from time to time need to discuss with the Dispatcher:
• Passenger boarding time

• Technical problems
• ATC delays (to board or not/ remote holding to free the stand)
• Crew transport to/from the aircraft
• Changes to load sheet. Extra cabin staff or supernumeraries onboard,
• De-icing may need to be ordered via the Dispatcher, although it is an
engineering task, and may be better ordered directly via engineering. Either
way order it early as it may well be in great demand (if you need it, so will
others and you may have to wait in a queuing system). In any event inform
the Dispatcher that de-icing will be necessary.
• The boarding or off loading of 'difficult' passengers, e.g. deportees.
• The boarding or off loading of 'difficult' passengers, e.g. drunks, deportees.
Drunken passengers legally should not be boarded and unfortunately some
Dispatchers won’t take the initiative to off load them, preferring to make the
CSD judge and jury. These passengers can get very aggressive and the
situation might need your intervention. If this happens do not forget to report it
using the appropriate form.
16.3.1.2 Handling Agents
At outstations the coordination of the aircraft operation is controlled by Handling Agent

acting on behalf of the Company. The handling agent normally has comprehensive
communications available and is equipped with all means necessary to enable
communication on the ground and in the air.
Requests for extra cleaning, engineers, toilet servicing, weather updates etc should all
be passed by VHF radio to the handling agent at the earliest possible stage, thus
giving them adequate time to react. Any queries about stand occupancy or request for
a stand change may also be addressed to them.

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16.3.1.3 Operations Control Centre (OCC)
Operations Control Centre is responsible for the smooth running of the airline's
aviation activities on a day to day basis.
It is in everyone’s interests for relations between the crew and OCC to be good.
Furthermore communication between the two groups needs to be beyond reproach.

Remember that the OCC can be reached by ACARS, VHF/HF, phone, fax, telex, or if
you are really lucky SATCOM!
So if advice is needed (e.g. on a re-routing, use of a non standard alternate,…) call
the OCC. Equally if you have a problem that will affect the operation downstream, let
them know (Unplanned tech stop, any form of unserviceability which may delay or
cancel the next or subsequent sector, crew sickness or incapacity, sick passenger
requiring medical attention at destination,..). All these, and more, the OCC will want to
know about. It is better to give them too much information than not enough.
Do keep the lines of communication open and keep OCC advised of your thinking
when attempting to solve operational problems. It is quite possible that someone else
has already experienced 'your' problem on the same route previously and OCC know
the answer! If you don't speak to them you will never know.
Remember: use all resources available to you in order to form the best possible
bigger picture!
Should you be faced with a diversion for technical or weather reasons and you are
fortunate enough to have a range of alternates available (i.e. fuel is not yet a factor)
then a call to OCC to ascertain where is the best alternate from an operational
viewpoint is essential to assist in the management of the operation.
If, however you are forced into an emergency diversion due to a serious situation
developing, then different criteria apply. This is not an area for discussion or options,
but if you find time OCC would appreciate a call so that they are aware of your
intentions. It must be emphasised that such a call is an 'extra' in these circumstances
and in all probability you would not have sufficient time or capacity to make the call.
In this case a 'phone call or HF call after landing and after the situation is secure will
put their minds at rest, and they will now know where you are, what happened and
can start to sort out the situation.
Non urgent calls to OCC are no less important. They enable you to pass your ETA
and to give any further information that OCC may require, particularly if you are not
running on schedule. The passing of basic defect information to Maintenance Control
Centre (MCC) via OCC is an example. If some defect occurs after getting airborne,
that will require investigation or rectification on arrival at destination, then pass the
details to MCC via OCC (or direct through ACARS). They can start the process of
letting engineering at destination know of the problem and also start locating possible
spares that may be required.
This also has the advantage that engineering can send an engineer of the correct
trade; he in turn has the chance to refresh his memory from the maintenance manual
and can bring with him any specialist tools or equipment needed. This simple initial
act of forethought on your part will save a very valuable commodity: Time.
The overall message for dealings with the OCC is "keep in touch".
Note: In Doha OCC, MCC and flight dispatch can be reached on the same VHF
frequency (125.15 MHz). Make sure you know who to call in which situation.

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16.3.1.4 Flight Dispatch / Fleet Office
Working in Flight Dispatch are a number of people with a wide experience and
particular specialist knowledge of the operation of our aircraft. Should you have a
problem you cannot solve nor need some advice on, use their expertise. A quick
phone call or request on VHF (125.15 MHz) or ACARS message to relay your query
should give you the answer and put your mind at ease. In particular the management
pilots in the Fleet Office are all very experienced Training Captains, so the chances
are they can solve your problem from personal experience.
Flight Ops Support can help with unusual performance problems. Also unusual
requirements for on or off route alternates, details of airfields not in the 'performance'
manuals, and alternative routing OFP’s are just a few of the items with which they can
assist you with.
16.3.1.5 Engineering (MCC)
The relationship between pilots and engineers can at its most basic be described as:
'We bend 'em, you mend ‘em’.
In fact the professional regard between the two is probably greater than between any
other two dissimilar groups in the airline industry. Perhaps because pilots and
engineers are the only two professional groups in the industry that is specialists and
are required, by law, to be licensed.
However, just as cabin crew and pilots attract different types of people, pilots and
engineers not necessarily find communication straight forward. If you were, for
example, to ask a pilot and an engineer for a description of a flight, just imagine how
different each story would be. For ground crew the flight is already over by the time it
is airborne. The flight will be defined by whatever problems or defects were remedied.
They will remember the technical aspects more readily than the personnel involved.
The ground maintenance role, an organisational and systemised function, ends when
that of the flight crew starts and vice versa.
The primary working interface between the two groups is the Aircraft Technical Log.
It is a common occurrence that when an aircraft goes 'AOG' on a turnaround the
majority of the station staff are too busy 'fire fighting' to be able to give OCC and MCC
an accurate picture of the problem. All too often an incorrect picture is given by
ground staffs who have almost no technical knowledge. You, however, are temporarily
redundant as your aircraft is being repaired, so a moment to call OCC and MCC with
details of the technical aspect of the problem and the engineers/your estimate of the
delay to departure will be appreciated.

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16.4 Communications with passengers

Almost all of your dealings with passengers will be by use of the PA. Practice makes
perfect. Probably in the early days of your Command you will need to write down your
PA as a script and edit it before delivery. Try to sound professional, do not speak too
fast and try to keep your PA short and to the point. Nothing puts passengers off more
than a long rambling hesitant announcement.
Passenger contact is inevitable. From time to time you will come into direct contact
with passengers, either on the airplane or in the terminal. Not surprisingly our
passengers expect a certain standard from the aircrew (and especially the Captain) to
which they entrust their lives. Poor behaviour, an apparent flippant attitude or untidy
appearance may create an image that passengers cannot reconcile with their
expectations. This may persuade some of these people to use other airlines or even
other means of transport. Do make sure your crew is smart enough to appear in
public, be particular and insist on the uniform regulations being adhered to. Let us not
lower our standards to those of certain of our competitors! Do not permit or engage in
any horse play in public. Remember that your behaviour should be the yardstick for
your crew.
In case of an unexpected situation or emergency always make sure you inform your
passengers accordingly. This is an art on its own as you do not want to go in too deep
in the reasons why a diversion or certain decision might be necessary, but on the
other hand you do not want to leave them completely in the dark as well. It is a good
idea to practice certain situations, and the most appropriate PA in each one of them,
at home well before any actual situation arises. You will be grateful to yourself you did
so on the day you need to actually use that PA.
Remember: many passengers are still not very comfortable with air travel and they
literally put all their faith in you as the Captain. A reassuring word from you when the
situation demands it will do wonders, both for them as well as for the safety of the
entire flight!

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17 New Situations
17.1 Pushback & startup - Some pitfalls and hazards
Although you probably have done several push backs and startups as First Officer
before, things change rather drastically now you are the commander of a flight.
Especially the legal aspect now becomes important. So take special care of these
items and remember to monitor your First Officer whenever he/she is PF!
Following is a list with aspects you know are required to have a deeper insight into.
• Ground checks. Legally it is of the utmost importance that you receive a clear
signal from the ground crew that your aircraft is secured and ready to be
pushed back. Once you receive this clearance and you start pushing back, you
have the full responsibility of the flight. You need to be sure about the
following:
 All doors and hatches are closed and locked
 The steering bypass pin is properly installed
 All ground checks completed
 Area behind and around the aircraft is clear
• Rudder pedals. Not keeping all feet away from brake pedals and flat on the
cockpit floor during pushback unless actually intentionally applying or releasing
the brakes (i.e. park brake).
• Communication (GRND). Communication with the ground crew is of the
utmost importance. Remember that communication is transferring a message
and making sure the message has been understood by the receiving party! An
additional factor in our kind of operation is the vast range of nationalities
among the ground engineers as well as pilots. Most of us do not have English
as a mother tongue. Therefore standard phraseology is the key to successful
communication! The use of “Brakes released” and “Brakes set to ON” are
recommended over the use of often barely understandable phrases such as
“Brakes ON” or “Brakes Off”.
Note: In case you where to notice a break in communication due to a
language barrier between your flight deck and the ground crew it might be a
good idea to revert to whatever wording your engineer is using i.e. if he says
“Brakes Off please” reply with “brakes OFF”.
• Communication (ATC). Not monitoring both VHF1 and the flight interphone
for the duration of pushback and start up. Use of the intercom switch for
communications on the flight interphone is preferred.
• Distraction. Allowing distractions to interfere with the pushback or engine
start. (E.g. doing the PA during Engine start is not a good idea!)
• Releasing ground crew. After pushback/engine start and when the parking
brake has been set, the ground engineer in charge will be waiting for your
signal to be released. Make sure both the tractor/tow bar and the ground
engineer are well clear of the aircraft before asking taxi clearance. Note as
well that you (or your PF) need to visually verify that the engineer is holding
the steering bypass pin in his hand. Therefore do not move the aircraft until
you have positively confirmed that the engineer is clear and, if appropriate, you
have been shown the steering by-pass pin.

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17.2 Taxiing
As an Airbus F/O you will have had plenty of practice at taxiing. You may also have
learnt a few bad habits so a review of techniques is worthwhile.
Make sure you have reviewed SOP/NOP and supplementary techniques/FCTM, as

they provide good guidelines for everything regarding taxiing your aircraft properly.
Remember that, before you start taxiing, you have to make sure all escape slides are
armed as this is a legal requirement before the aircraft starts moving at its own power.
Always make sure that the aircraft is moving before initiating even the gentlest of
turns. Otherwise undue strain is put upon the nose gear leg, the steering gear, tyres
etc. In similar fashion always be gentle and progressive with the steering.
Too tight a turn, at low speed in particular, will cause the aircraft to pivot about the
inner (relative to the turn) main gear, again placing an enormous strain due to side
loads on the gear leg and causing the tires to be scrubbed.
Note: turn over the centerline in

order to save RWY length for takeoff. In view of the unusually high strain this puts on
all parts of the landing gear this should be considered carefully, unless dictated by an
exceptionally short RWY. In all other cases a standard line-up has been taken into
account by the LPC NG program for your takeoff performance calculations, which
includes for TODA, 56.5m for all Airbus fleets, 69.0m for B772, 75.9m B773 and
63.0m B788. Remember the distance taken into account for calculation on LPC NG/
OPT is more than the minimum required by regulation.
(Note: the mistake often made is

turn over the centerline in order to save RWY length for takeoff. In view of the
unusually high strain this puts on all parts of the landing gear this should be avoided
unless dictated by an exceptionally short RWY. In all other cases a standard line-up
has been taken into account by the LPC program for your takeoff performance
calculations and thus should be used.)
Riding the brakes will lead to high brake temperatures. Brakes should be applied to
reduce speed and then allow the aircraft to accelerate again, repeating the cycle as
required. It is QR SOP on all fleets to let the aircraft accelerate to 30kts taxi speed
and then to use one brake application to decelerate again to 10kts taxi speed.
As with during any long vehicle or towing a trailer, the inner wheels in a turn 'cut in' or
describe a smaller turn radius. Do not be tempted to cut corners and be aware
constantly of the overall size of your aircraft. Be aware also of the limits of visibility of
each particular model and in turns to the right make sure that the F/O clears you
visually to the right, just like you would clear him in a turn to the left. These call-outs
should be made verbally so they are recorded on the CVR in case an incident would
occur.
Entering a stand at certain airports is rather akin to parking in a municipal car park.
Vehicles of all shapes and sizes abound and if the vehicles are stationary the chances
are that the personnel who arrived in them are not! Caution and a good lookout and
proper control of your speed should ensure a safe arrival. Whenever you are moving
onto a stand and you are not sure you have sufficient clearance to proceed on both
sides of your airplane:

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• STOP and call a marshaller. Beware at this juncture of the helpful but
unqualified souls who will appear out of the woodwork to 'marshal' you onto
the stand, only to disappear when something goes wrong. A Qualified
marshaller is required by Qatar Airways as well as many airports to guide you
in! The same applies if the stand guidance (AGNIS etc) is unserviceable or
switched off. Do not take any risk!
Do not taxi close behind other aircraft as jet blast can be damaging and any slush or
similar may be blown up onto your aircraft causing you severe problems. On a similar
theme, be careful using breakaway thrust, a light aircraft, especially if going downwind
or downhill, because it will move away happily at idle thrust only. At the other end of
the scale a heavy aircraft moving off into wind or uphill will need a considerable
increase in N1 to enable initial movement. Try to limit thrust as much as possible in
order to reduce the potential blast damage injury and also to limit the possibility of
FOD. An engine at idle power is an effective vacuum cleaner; one at a high N1 setting
is devastatingly efficient at picking up anything in its area of influence. Even a simple
newspaper or plastic bag can cause serious problems if ingested.
Note: For Airbus fleet, supplementary techniques and FCTM recommend not to use
more than 40%N1 thrust in order to start taxi.
(Note: QR SOP’s prohibit the use of engine settings above 40%N1 when on the
ground for this reason.)
17.3 Handling reverse thrust

A few words and some research on the subject will be beneficial as this will ensure
correct usage and understanding of the benefits of reverse thrust correctly applied
and the problems created if it is not.
Here are some things to think about:
• At N1 speeds above idle the engine is producing proportionately more thrust

than it is at idle. A consequence of this is that if reverse thrust is cancelled
before the N1’s have diminished to idle; an extra amount of unwanted forward
thrust is created. This will diminish as the N1’s decelerate to idle. In this
instance the premature cancelling of reverse thrust with the N1 still at a
higher than idle value will result in a change from a braking force to an
accelerating force. This imposition of an accelerating force is all too often
masked by the auto brake which now has to dramatically increase the amount
of wheel braking occurring to maintain its appropriate rate of deceleration.
This will lead to increased brake and tyre wear and probably missed runway
exits due to the landing roll being extended. It will also lead to brakes being
hotter than they otherwise would have been had the proper technique been
used. This premature cancellation of reverse thrust is probably the single
most common handling error during landing.
 Correct technique: After use of reverse thrust smoothly select
reverse idle by 70kts, allow the N1s to decay to idle, and then
cancel reverse.

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• Qatar Airways SOP’s recommends the use of “LOW” auto brake and idle
reverse, unless otherwise dictated for security reasons. Therefore in many
occasions it has been witnessed that pilots, due to e.g. wet runway, will revert
to using auto brake ‘LOW” with full reverse in an effort to reduce the landing
distance. This however only results in less brake wear but it will not reduce
your landing distance.
Let’s think about it. The auto brake system demands a certain deceleration
rate only (E.g. on A320 auto brake LO gives you 1.7meters/sec while auto
brake MED gives you 3 meters/sec deceleration rate). When using LO and
switching to Full reverse, the only result you will have is that the brake
pressure will release in order to maintain the same deceleration rate.
So if you really want to reduce your landing distance you will have to use auto
brake MED or revert to manual braking. When doing so it is always a good
idea to use full reverse thrust in order to help the brakes in doing their job.
• On a slippery runway where the anti-skid system is modulating brake pressure

to give maximum retardation for the available braking coefficient, a significant
'push' from the early cancellation of reverse thrust will cause an increase in
distance required to bring the aircraft either to a halt or to taxi speed. In
extremis this may be more than the remaining runway available. This is
because the auto brake (or you, if you have elected to brake manually) is
prevented by the runway surface conditions and the anti-skid unit from
increasing brake pressure to increase the retardation rate as it is already at its
maximum for the available braking co-efficient. Conversely, retaining even
reverse idle thrust during decelerating on a slippery runway will reduce the
landing roll as the effect of the reverse thrust is unaffected by surface
conditions.
• There are landings that do not require the use of "full" reverse thrust, merely
the selection of reverse idle. There is no doubt that passenger comfort is
improved and fuel burn and engine wear and tear reduced with the use of idle
rather than full reverse thrust. In order to reduce unnecessary brake wear it
should be associated with landings on long runways without intermediate turn
off points where it is possible to land without the use of auto brake. This
should not be done on wet or contaminated runways.
• Note also that some airfields are particularly noise sensitive and may request
the use of reverse idle during night hours. The use of reverse idle (to comply
with local rules) may mean performance constraints that require the use of a
higher auto brake setting for landing. (See before).
• Do remember that thrust reversers are not 100% efficient as only fan air is
reversed on bypass engines, the exhaust gases from the N2 spool (the 'Hot
Section') are unaffected. At a TAS of 150kts a typical reverse thrust output is
about 40% of the equivalent forward thrust.

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17.4 Rejected Take-Off (RTO)

For the same reasons as expressed above (i.e. auto brake rate of deceleration
combined with the effects of reverse thrust), Full Reverse Thrust on all operating
engines must be used during a RTO. This application of full Reverse Thrust may
remain until the aircraft comes to a complete STOP. Equally the auto brake MAX
function should be left engaged up to the same point or, if unavailable, Maximum
manual braking must be used. By this use of all available means to decelerate the
aircraft (remember also speed brake provides lift dump and places the weight on the
wheels to improve braking efficiency) you will make sure the aircraft will stop in the
shortest possible distance and time.
Regarding this point, it is highly important to remember that there are several
factor or errors that might affect the decision to reject a takeoff and hence
would affect ASDA. Some of them are;
• Factors involved in decision making

o Inappropriate aircraft status at dispatch
o Brake worn or not working properly
o Residual brake temperature for Takeoff.
• Errors in flight preparation

o Error in aircraft TOW determination (Load sheet)
o Error in T/O data calculation (V1, Vr, V2, FLEX temperature.....)
o Runway friction coefficient lower than expected.
• Efficiency of decision affected by:

o Inadequate or incomplete pre-flight briefing
o Too long to recognize unexpected conditions
o Misunderstanding of cues associated to the failure
o Limited time decision
o No adherence to standard call out policy
o Bad Crew coordination
17.5 DE-ICING and ANTI-ICING

Judging by the number of aircraft that have been written off attempting to get airborne
with some degree of contamination on them, it should be clear that this subject is not
universally understood. An in depth study is strongly recommended. References can
be found in OM Part A Chapter 8.2, FCOM, Deicing document produced by the ops
engineering, various Airbus and Boeing publications such as the Getting to grips
(Airbus publications )
Ice, on the wings or any other part of the airframe will cause an increase in drag and
an increase in weight. Both of these are undesirable and will degrade aircraft
performance by an unquantifiable amount. Worse still are the changes to the
aerodynamic properties on which the aircraft relies for predictable and controllable
handling. The angle of attack at which CL max is achieved as well as its value is both
significantly reduced by a contaminated aerofoil. It no longer possesses the profile its

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designer intended. This means that the angle of attack at which the stall occurs
maybe reached prior to the angle of attack at which the stall warning devices are
activated and that the ability of the wing to lift a given weight is compromised.
Changes to the handling may include a rapid pitch up during rotation or severe roll
once airborne. There is no guarantee that sufficient control authority will be available
to counter these and loss of control may ensue. Note that flying an approach without
control problems due to wing icing is no guarantee that the wings are clean. High
values of CL are required during the go-around; hence attempting this manoeuvre
subsequently may result in difficulties.
"Make sure the wing is clean AND keep it clean" is simple but sound advice.
17.6 MANAGING DELAYS

17.6.1 Technical delays
The resolution of technical problems may be a simple matter, such as changing

navigation or landing light bulb. This is not something to delay passenger boarding or
with which to trouble the cabin crew, quite simply it has no relevance to the 'cabin' or
its occupants.
When more major surgery is required or may reasonably be anticipated and some
delay is thus likely, then due consideration needs to be given to delaying passenger
boarding or disembarkation and of course to informing both cabin crew and ground
staff as to the situation. Cabin Crew frequently shows an interest in technical
problems and many, particularly the junior crew members, are very concerned about
safety aspects. A few well chosen words will help remove any anxiety they may have
and thus should ensure that they are more positive, and also perhaps less emotive
when dealing with queries from passengers.
Cabin Crew are on board to ensure the safety and to enhance the comfort of our
passengers. They need to know when to prepare the cabin, including the all important
catering, in advance of passenger embarkation or alternatively departure. The
CS/CSD needs to be kept informed of developments and given a reasonable estimate
of the time to complete the engineering work, in order to prepare the cabin.
Alternatively, should passengers remain aboard during the delay it may prove
thoughtful to carry out some form of refreshment service. Do remember that trolleys
are prohibited from the aisles on the ground as they would impede an evacuation.
Extra catering may need to be uplifted. Whether passengers remain on board or not
can be something of a dilemma. Many passengers are unhappy watching engineers

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working on an aircraft in which they intend to fly, particularly when engine cowlings,
inspection panels etc, are opened or removed. Others may complain after a lengthy
period of being “locked up” in the aircraft. Comfort levels are almost always better in
the departure lounge as are the available facilities: telephones, toilets, refreshment
facilities, newsagents, TV etc. In particular if the onboard air conditioning is unusable
or otherwise unable to cope with ambient conditions, then if the delay is other than
brief, the passengers will be in a more comfortable and less stressful environment
back in the terminal. In that case you will not have the problems of extra catering; the
demand for information relayed via the cabin crew, air-conditioning requirements and
requests for mobile 'phones to be used or messages to be passed.
Incredibly the down side of returning passengers to the terminal is that they
disappear! There is a tendency for them to wander off, decide not to travel but tell no-
one, or just ignore boarding announcements! This in turn can lead to further delays
whilst discrepancies are resolved or the bags of missing passengers located and
removed from the aircraft.
A further difficulty can arise if you are not on a stand adjacent to the terminal building -
transport. Airside transport (coaches usually) at most airports is a slow and a
generally inflexible way to move passengers.
The logistics of removing a hundred or more passengers from the aircraft to the
terminal and back from a remote stand makes this a task not to be undertaken lightly.
Advice must be taken initially from engineers as to the expected length of delay once
initial diagnosis is complete. This advise must then be combined with the “big picture”
already formed by information from the ground staff regarding airport facilities,
transportation etc in order to find the proper solution for the situation.
One thing is sure: in case of a lengthy delay there is no other option but to return the
passengers to the terminal!
17.6.2 Air Traffic Control Delays
These broadly fall into two categories:
• 'Known' delays where an ADT/CTOT is issued before boarding is due to

commence.
• ‘Advised’ delays are where you are advised either during boarding of
passengers or when start up is called for.
17.6.2.1 Known delays
It is policy to board according to your scheduled departure if an ADT is issued. In the

meantime advice ATC that you are 'fully ready' once boarding has finished in order to
be able to accept improvements regarding your ADT. This policy is not universally
successful but does have a significant success rate that easily justifies its continued
use. The policy does enable the acceptance of a very short notice of a new ADT i.e.

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"Can you be airborne in the next ten minutes?" from ATC, which otherwise you could
not accept.
17.6.2.2 Advised delays
Except when caused by a catastrophic computer failure at the ATCC or by extensive

bad weather, the delays are usually known and are usually of a short duration, say
less than 15 min, often related to transient congestion at the departure airfield or on a
particular route. At busy airfields (LHR for example) awareness that other inbound
company aircraft may need your stand can be confirmed with ground staff. An early
pushback or possibly the acceptance of a remote hold will help your colleagues and
exceptionally may help you to get airborne quicker.
In the event of an advised delay the CS/CSD as well as the engineer in charge of the
pushback should be informed in order to allow them to plan their respective duties.
Local ground staff should also be kept informed either directly if still in attendance or
otherwise by R/T.
A quick word to your passengers will always be appreciated in situations like this as
well. It shows you are in control of the situation while trying to improve it at the same
time! Never leave your passengers in the dark! They count on you for a reliable
update on the situation.
17.6.3 Communication of delays to passengers
In all cases of delay a PA should be made by the Captain explaining the reasons for
the delay. It should not be too technical or too long, keep it short and simple. Any
delay is an entirely negative experience for any passenger as for them it has no good
side at all. In order then to ameliorate the impact of this disruption to our customers
the PA should be positive. It should be optimistic as well as mentioning the measures
that you, the engineers, ground staff, air traffic control or whoever is taking to expedite
matters. Be positive at all times!
17.6.4 Final
Do remember, when managing any delay, that your priorities are to minimise the
extent of the delay wherever possible, to minimise the disruption to our passengers
and to ensure that they remain as comfortable as possible throughout the whole
ordeal.
17.7 Minimum Equipment List (M.E.L)

The MEL is provided for use prior to departure to ascertain whether or not an aircraft
may be despatched. You should make yourself 100% familiar with its applicability, lay
out and content. It uses the standard ATA classification system, the same system that
is used throughout the whole AIRBUS or Boeing documentation. (E.g. Power plant is
ATA chapter 70 in FCOM1 thus a problem with the FADEC can be found in the MEL
under chapter 00-70-XX)

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Training Department
These references provide a quick method of referring to a particular item under

discussion or investigation and are widely used in discussions with engineers and also
in Tech Log references to unserviceable items. The MEL reference is quoted to allow
rapid access to any limitations or procedures that may exist and to enable universal
understanding of a problem.
Legally the MEL is only applicable as long as the aircraft is at the gate without the
engines started. As soon as we initiate engine start, legally, we only have to follow
standard procedures (E.g. ECAM/ECAS/QRH) to handle any malfunctions.
In real life however it is good airmanship to use your MEL as a reference document in
all cases. It will provide you with very good extra information regarding the failure you
just suffered.
For example, you have a FCTL: Spoiler 3 fault on taxi out. This is a straight forward
ECAM/ ECAS procedure with very few possible resets so in theory you could depart
with it. The MEL however says that dispatch is only allowed after a maintenance
action securing the faulty spoiler! In this case, as a good captain, you should contact
MCC and return to a gate for maintenance action.
In the same philosophy the MEL can provide you, in case of any in-flight failure, with a
better idea whether it is better to return to homeport or to continue the flight!
Special procedures for operations outside the conditions of the MEL exist. Not
surprisingly this is a little used procedure that exists to allow you get an aircraft 'home'
in exceptional circumstances. This procedure can only be initiated by the Captain of
the aircraft concerned and is usually done in coordination with MCC and the company.
It is worth stating that the MEL needs to be read and considered very carefully and in
full prior to making a decision. A second or third opinion is often useful. Get the First
Officer to read it also and make sure that you both understand the requirements. If
one is available then an engineer’s view of the MEL is always worthwhile.
18 Conclusion
We hope you found the Command Upgrade Handbook both interesting and
instructional. Those older and more experienced, who may have had a
command elsewhere, may view some of the contents as ‘old hat’ in which case
you will/should treat the information herein as valuable refresher training. The
less experienced amongst you have perhaps had your eyes opened a little
toward the differences in responsibility and role between the occupant of the
left and right hand seats. None of you, regardless of experience level, should
allow yourselves to be overwhelmed by the apparent scale of the task that
appears to be the Captains burden. You do not need to be either Superman or
Einstein to be a good Captain on a Qatar Airways Airplane. The necessary
attributes include a conscientious and considered approach to the job and the
ability to lead from the front (No pun intended!).

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Training Department
Successful Captains are those who are prepared to think their way through
problems, but are not too proud to seek assistance from their peers; they are
good communicators. This means listening as well as talking and above all they
never, ever stop learning and never, ever cease to strive to improve their
standards and those of their colleagues.
The knowledge gained during your recent studies will serve as a solid
grounding for your future career. Furthermore it will enable you and your
Training Captain to concentrate on the practicalities of decision making on the
line during your forthcoming line training.
Good luck!

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QATAR AIRWAYS TRAINING DEPARTMENT

Command Upgrade Handbook

Chief Pilot Training Office

Qatar Airways Command Upgrade Handbook

1 INTRODUCTION TO COMMAND UPGRADE TRAINING ................................................................ 5

Command Upgrade Handbook V2.00 Page 2

9.3 EN-ROUTE ALTERNATE OR DESTINATION ALTERNATE CONSIDERATIONS .............................................. 36

Command Upgrade Handbook V2.00 Page 3

Command Upgrade Handbook V2.00 Page 4

1 Introduction to Command Upgrade Training

• Guided self study

Command Upgrade Handbook V2.00 Page 5

Captain Mustafa Husseini

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WELFARE  Well being

3.2 Legal status

It is a precise, unequivocal statement.

NEVER STOP LEARNING - KEEP SHARP!

Command Upgrade Handbook V2.00 Page 7

4 Operation Manuals (OM)

4.1 OM Part A: General basics

4.2 OM Part B: FCOM/QRH/MEL-CDL

QRH  Self explanatory

Command Upgrade Handbook V2.00 Page 8

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5 Communication and decision making

Communication in some form is a requirement of every society and it is almost

This is why feedback is so important. It provides a form of quality control over a

Command Upgrade Handbook V2.00 Page 10

The feedback may be one of the following:

• Message correctly received - no action needed.

• Message received but not understood fully - clarify.

• Message received & request more information - provide if possible.

• Message received in part - repeat missing part.

• Message not received - WAKE UP!

Some people are seemingly born as natural communicators; others struggle to

Command Upgrade Handbook V2.00 Page 11

• To be effective, communication must be precise and concise, and it must be

• The style of your verbal delivery. A poorly delivered message may be

• Tone of Voice - whether baritone, contralto, or soprano you have to do

• National/regional accent vs. BBC English

Do remember also that Aviation is a very International Business and many of

Command Upgrade Handbook V2.00 Page 12

In communicating we now know that listening is as important as speaking. It has been

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5.1.3 Speaking + Listening = Communicating

When we communicate we are trying to establish an idea in someone else’s mind,

1. We must be aware of how we create our mental picture by careful use of

Command Upgrade Handbook V2.00 Page 14

5.2 Communication & decision making: The vicious circle.

There is an interaction between information transmitted and subsequently received

Communicating as already said, is a two way process. Information is exchanged, and

In a nutshell ‘Rubbish In = Rubbish Out!’

4. Remember “RUBBISH IN = RUBBISH OUT “

Command Upgrade Handbook V2.00 Page 15

Communication: The giving or imparting of information or a message.

Decision: To make a judgement or to come to a conclusion

Decision making: The means by which a judgement is made, and to pre-judge an

Review Your Decision

Command Upgrade Handbook V2.00 Page 16

Safety is YOUR first priority, nobody else’s!

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