Medical checkups are conducted based on individual health conditions. Some crew members are required to undergo health screenings annually, while others may do so every two or five years, depending on personal health needs.

DID TOH PUAN ALSO UNDERGO SURVIVAL TRAINING?

Absolutely! Survival training is a mandatory part of the routine for every flight attendant. We are taught to be prepared for any possible scenario — from being stranded in a jungle to surviving at sea.

I personally participated in the Search and Rescue Exercise (SAREX) in Langkawi, which was conducted during the Langkawi International Maritime and Aerospace (LIMA) Exhibition.

This exercise was designed to test the capabilities of the SAR team in handling emergencies both at sea and in the air, while also training them on the latest procedures to enhance the efficiency and effectiveness of rescue operations.

The SAREX training often includes rescue demonstrations in Langkawi waters, utilising helicopters, warships and surveillance aircraft. Various security and rescue agencies collaborate to simulate emergency incidents — such as an aircraft crash or a sinking vessel.

It was incredibly challenging. Imagine being taken out to sea and left there to survive for two hours.

At that moment, our endurance and ability to stay calm under pressure were tested — both physically and mentally.

I also had to equip myself with various skills and professional courses to enhance my expertise in the aviation industry. Some of the training I attended included the Aviation Security Course (AVSEC), fire and evacuation training, emergency aid, aircraftspecific training for the A330, A350, A380 and B737.

In addition, I also attended several performance enhancement programmes such as the Winning Passion Programme and Inspiring Great Minds. All of these training sessions were designed to mould us into highly skilled professionals in the aviation field.

MANY PEOPLE THINK BEING A FLIGHT ATTENDANT IS A GLAMOROUS JOB. BUT WHAT IS IT REALLY LIKE?

Initially, I too believed that a flight attendant was all about looking attractive and serving food and drinks onboard.

However, I soon realised that this perception was completely inaccurate. The job is far more challenging — it goes well beyond serving meals and smiling at passengers.

We carry multiple responsibilities, sometimes acting as medical officers, police officers, firefighters, cleaners and much more.

In reality, this career is built upon rigorous training and governed by strict standard operating procedures (SOPs). It demands unwavering discipline, professionalism and a deep sense of responsibility.

We must always be prepared for any eventuality, including in-flight emergencies. Whether it is a fire onboard, a passenger suffering a heart attack, or a potential security threat, we are the frontline personnel responsible for ensuring the safety of every passengers.

Discipline is the cornerstone of this career and it extends to every aspect of our daily lives. Our appearance must always be immaculate, neat, polished and flawless from head to toe. Makeup must follow precise guidelines, including the use of three perfectly blended eyeshadow shades.

Hair must be neatly styled, with not a single strand out of place and only two visible hairpins are allowed. Accessories such as rings, earrings, and necklaces must comply with specific size requirements. Wearing a watch is mandatory, uniforms must be perfectly pressed, shoes and handbags must always be spotless and polished and nails must be well-groomed. In short, everything must be absolutely perfect!

WHAT WAS TOH PUAN’S DAILY ROUTINE WHILE SERVING AS A FLIGHT ATTENDANT?

For me, maintaining a perfect appearance was essential. I would allocate about an hour to get ready. From my hair to my shoes, everything had to be neat and well put together. This discipline became a part of who I am and continues to shape my daily habits today.

I also place great importance on time management. After spending 22 years in the aviation industry, punctuality has become second nature. In my mind, even being a second late meant the plane had already taken off. For example, if my reporting time was at 6 in the morning, I would leave home around 4 in the morning.

This meant I had to start getting ready as early as 2 or 2.30 in the morning. Time management was crucial for me and it still is, even now. Meanwhile, upon arriving at the airport, I would attend a mandatory pre-flight briefing, usually held between 1 hour 45 minutes to two hours before departure, depending on the aircraft type.

This was no ordinary briefing — it was like preparing for battle. During the briefing, cabin crew members were asked various questions covering general flight details, the destination, safety aspects and more.

Questions on flight safety and first aid were among the most challenging. For instance, we were asked on how to use specific safety equipment, such as fire extinguishers on board, how to perform CPR, how to assist a choking passenger, how to operate the oxygen tank and which medications were available on the aircraft.

We were also expected to have general knowledge about our destination. For instance, if we were flying to Sydney, we might be asked about the city’s weather and temperature, its location and population, or even why the airport is named Kingsford Smith International Airport.

Such knowledge was important because we were the face of the airline. Imagine if a passenger asked a simple question and we couldn’t answer — that would be embarrassing, wouldn’t it? So, being a flight attendant was never just about looking good; it required knowledge, discipline and both physical and mental resilience.

We were also asked on possible scenarios that could occur on board, so everything had to be taken into account.

After the briefing, all cabin crew had to undergo an appearance check from head to toe. Every detail was meticulously inspected, including weight. If our Body Mass Index (BMI) exceeded the required standard, we could be suspended from duty for six months until we regained an ideal weight.

Meanwhile, during the walk to the aircraft, we had to maintain proper behaviour and composure, as professionalism in appearance was always emphasised, especially at the airport. This included posture and the way we walked.

Holding a mobile phone while walking was not allowed, let alone talking on it. If a call was urgent, we had to find a discreet spot or sit down before answering.

Even the way we sat in uniform had its own etiquette. We were not allowed to speak too loudly or laugh excessively.

Cabin crew members were also required to understand airport safety protocols, including situational awareness and proper conduct in crowded areas. These habits were instilled from the very beginning of our training and eventually became second nature.

Once onboard, the first thing I did was take the opportunity to call my mother before starting my duties. After that, I would check all safety equipment, complete preflight preparations and get ready to welcome passengers.

WHEN WELCOMING PASSENGERS, WHAT ASPECTS ARE GIVEN ATTENTION?

When welcoming passengers, the cabin crew will greet them with a smile, says “Welcome aboard,” inquires about their well-being, assist them in finding their seats and provide any necessary help. At first glance, this process may seem simple and straightforward.

However, it is actually a crucial moment for the cabin crew to assess the condition of the passengers. For me personally, I would observe not only the passengers’ physical condition but also their emotional state.

A quick assessment would be made of their behaviour while boarding — determining whether anyone might pose a potential threat to the safety of the flight and other passengers? I would also pay special attention to passengers travelling with babies, children, or elderly individuals to ensure they receive the necessary assistance.

I would also watch for passengers who appeared intoxicated or under the influence of drugs.

If I believed someone might become a security risk, I would report it to the flight supervisor, who would then inform the captain. If deemed necessary, the passenger could be removed from the aircraft before takeoff.

While passengers were boarding, numerous other issues often arose, such as baggage problems, seat disputes, health concerns, emotional distress, the need to calm those afraid of flying and many others.

It was also important to ensure that in the event of an emergency, the aircraft’s exit doors must always remain unobstructed. Therefore, I would ask passengers seated in the emergency exit rows whether they were willing to open the doors if required.

If they felt uncomfortable or were unable to take the responsibility, they would be reassigned to another seat. This precaution would ensure a smoother evacuation process in the event of an emergency.

Before takeoff, I also had to ensure that all passengers were seated, had fastened their seatbelts and had switched off their mobile phones or set them to flight mode.

As the aircraft prepared for departure, all cabin crew were required to take their assigned seats, fasten their seatbelts and silently review emergency procedures. The same process was repeated before landing. Although brief conversations might occur between crew members, safety always remained the top priority.

Once the aircraft had safely taken off, I would immediately begin my usual duties. At this stage, in-flight service would commence.

For me, providing the best service to passengers was a source of great satisfaction. From the very beginning, I had instilled sincerity, honesty and integrity in every task I performed.