
In an aircraft, you are confined within a metal cylinder along with hundreds of other passengers. When emergency situations occur, such as a fire or a passenger having cardiac arrest, it's crucial to manage the situation.
Effective communication plays a significant role in preventing panic. Read on to discover the communication procedures on board during moments of crisis.
Communication above the clouds:
Within the aircraft cabin, the crew utilizes various communication systems. Firstly, there's communication among cabin crew members. When a flight attendant located at the front of the aircraft needs to communicate with a colleague at the back of the aircraft, they don't shout across the cabin. Instead, they use the Interphone. This is a wired telephone connected to a numerical keypad.
I primarily fly on a Boeing 737, where there are three locations to communicate via the Interphone: the rear galley, the front galley and the cockpit. The Interphone operates as an open line, meaning if, for instance, a call is made from the cockpit to the crew in the front galley, the crew in the rear galley can also listen to the conversation.

Area call panel
“The phone rings!”
When a colleague uses the Interphone, a distinctive tone notifies us in the cabin. Additionally, lights on the area call panels illuminate as you can see on the picture below.

Crew Call Light
When passengers require assistance from the crew, they can press a button on the panel above their seat. To ensure the crew is aware of the required assistance, a unique tone resonates throughout the cabin. Correspondingly, lights on the area call panels illuminate.

Passenger Call Light
You now might wonder about the purpose of the right light on the area call panel. It illuminates when there are issues in the lavatories. For instance, if a passenger presses the call button in the lavatory or if the smoke detectors are triggered.

Lavatory Call Light
In addition to Interphone communication, there's communication through the PA (public address) system. This is the crew's communication via the intercom to the passengers. Providing information to passengers during the flight is essential. If the PA system fails, there's always a megaphone on board to address the passengers.
Crisis communication in the aircraft cabin
Besides these communication systems, there are vital communication protocols. How and what to communicate in emergencies such as a fire outbreak or when a passenger experiences cardiac arrest. I'll explain.
Behavior in emergencies
Every second is crucial in emergency situations and should not be wasted. In case of an onboard fire, the crew transforms into a Fire Fighting Team. (Maged, 2023) What does this team entail?
- FIRE FIGHTER: The steward/stewardess who discovers the fire immediately reacts, attracting the attention of other colleagues, perhaps by making an Alert Call (I'll explain what an Alert Call exactly is shortly). This flight attendant becomes the Fire Fighter and aims to extinguish the fire as swiftly as possible.
- COMMUNICATOR: Secondly, there's the Communicator. This colleague provides accurate information to other cabin crew members and communicates with the cockpit. The Communicator informs the cockpit about the situation, the fire's location, actions taken, equipment used, whether passengers have been moved and the extent of smoke in the cabin.
- ASSISTANT: Finally, there's the Assistant. This flight attendant brings equipment like fire extinguishers, fire gloves and protective gear to the Fire Fighter. The Assistant also assists in moving passengers to safer seats on the aircraft.

Can you find two fire extinguishers in the picture?
Life-saving protocols
During a medical emergency onboard, the process is somewhat similar (Kluwer, 2023) but in a different context, of course. For instance, if there's suspicion of a passenger experiencing cardiac arrest, the First Aider again attracts the attention of other colleagues, possibly by making an Alert Call (I'll explain what an Alert Call exactly is shortly).
The person who arrives first becomes the First Aider. The First Aider promptly assess the situation and determine if resuscitation is required. The Assistant retrieves materials such as the defibrillator, medications, etc. Thirdly, the Communicator communicates with the cockpit, relaying information about the situation and materials being used.

Roles among the crew members can interchange in such emergencies, as long as no time is wasted, and each person knows precisely what to do.

What is an Alert Call?
An Alert Call consists of several short tones. When someone aboard initiates an Alert Call, the entire crew instantly understands that something serious requires immediate attention. (Brook 2022)
Conclusion:
Communicating on board the aircraft during emergency situations involves a well-thought-out procedure to avoid panic and manage the situation.
Have a pleasant flight and see you soon!
By: Rico Valkenborgh | January 4, 2024
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