The document outlines the basics of business class service on flights. It discusses the type of customers in business class as male professionals ages 40-50 traveling for business. It details the amenities of business class including spacious seats, exclusive check-in, lounge access with meals and drinks, priority boarding, wider seats onboard with dividers/curtains, multi-course western style meals and beverages including wines, champagnes and spirits. Flight attendants serving business class require refined appearance, knowledge of service standards, and high English proficiency.

1. THE BASICS OF BUSINESS CLASS
SERVICE
OM CRD & COD
JUNE of 2012

2. OUTLINE OF SERVICE
OBJECTIVE OF THE CHAPTER
For learning this chapter, you will be able to
understand…
understand
The features of our customers and services.
The features of in flight facilities food and beverage
in-flight facilities,
service, and other services.

3. THE BASIC OF BUSINESS CLASS SERVICE
CONSISTS OF
1.
1 Outline of service
2. Serving Tool
3. Before Passenger Boarding
B f P B di
4. During Passenger Boarding
5. 1st meal service
6. During Passenger rest
7. 2nd meal service

4. CHAPTER 1. OUTLINE OF SERVICE
UNDERSTANDING OF CUSTOMERS
Who are our customers?
-Male passengers in their 40s or 50s who
travel for business
-Executives of major and minor enterprises
-High ranked government employees,
professionals
-Families traveling together, young people

5. CHAPTER 1. OUTLINE OF SERVICE
UNDERSTANDING OF CUSTOMERS
Airfares for principle sections
About 2.5 times of Economy Class airfare
Section Average Business class (MNT)
ULN-PEK 1.200.000MNT
ULN-HKG 2.500.000MNT
ULN-SEL 1.700.000MNT
ULN-TYO 2.500.000MNT
ULN-SVO 2.000.000MNT
ULN-BER 3.500.000MNT

6. CHAPTER 1. OUTLINE OF SERVICE
UNDERSTANDING OF CUSTOMERS
Customer expectation
Spacious, comfortable seats
Fewer people in the class
Better service quality

7. CHAPTER 1. OUTLINE OF SERVICE
DISTINCTIVE FEATURES OF SERVICE
Before boarding
(1) When booking a seat /Ticketing
Special Meal Order service
Receive 125% of economy class mileage
(detailed rules may be applied according to booking
class)
(2)When checking in
Exclusive Business Class check-in counters
Additional baggage allowance
All routes : 30 kg

8. CHAPTER 1. OUTLINE OF SERVICE
DISTINCTIVE FEATURES OF SERVICE
Before boarding
(3) Exclusive business class lounge
Meal service, Beverage Service
Reading Materials,
Materials
Other business facilities(Internet, fax, phone etc…)
(4) During boarding
Boarding Priority

9. CHAPTER 1. OUTLINE OF
IN FLIGHT
IN-FLIGHT FACILITIES SERVICE
Wider seats to enhance Class divider and
curtains
Customer’s pleasant and
p
comfortable trip

10. CHAPTER 1. OUTLINE OF
FOOD & BEVERAGE SERVICE
In flight Meal : Western Style semi-course
In-flight semi course
type which is harmonized with
Mongolian style

11. CHAPTER 1. OUTLINE OF SERVICE
BEVERAGE
g
Beverage
White wine, Red wine
Champagne,
Liqueur- Balleys
Brandy & Whisky
Juice
J i
Soft drinks
Mineral water

12. CHAPTER 1. OUTLINE OF SERVICE
FLIGHT ATTENDANTS IN CHARGE
What are the requirements for Cabin Crew
working in Business class?
Refined Image Making Ability
Acknowledging service manual accurately
High English language proficiency (Level
4 or upper level)
Having professional knowledge of food
and beverageg