Every year, May 31 marks International Flight Attendant Day, recognising those who keep flights running smoothly behind the scenes. For many youngsters, it is also a reminder that aviation is a career within reach. We look at how Goa-based regional airline FLY91 trains cabin crew for a role that demands far more than what passengers see onboard.

Panaji, May 2026 – Passengers often judge a flight attendant by what they see onboard. But the role is shaped long before take-off.

At Goa-headquartered regional airline FLY91, training begins well before recruits step onto an aircraft. As the airline expands its short-haul network to 12 destinations, including tier 2 and tier 3 regions and urban hubs like Pune, Bengaluru and Hyderabad, the emphasis is on preparing crew to handle people and situations in real time.

Gautam Salaskar, FLY91’s Head of Ground Operations, Inflight and Customer Service, says the airline prioritises attitude over appearance. “Our crew represent the real Bharat and FLY91 ethos. We desire empathy and kind nature over style and stature.” Candidates must be over 18 and must have completed Class 12 and be comfortable speaking English and Hindi. “Speak from your heart. Don’t give rehearsed answers. Tell us your true story, and that's what will make you stand out. Ultimately, at FLY91, we hire based on our values so we look for humility. We seek crew who are grounded, patient and willing to learn," Salaskar says.

Among those drawn to aviation is Komal Manjit Matharu, who began her journey at 19. Now 29, she is a Line Check Cabin Crew and Customer Service Trainer at FLY91. Her interest began in childhood, when she travelled alone as an unaccompanied minor and observed cabin crew interacting with passengers.

For Matharu, the role of a flight attendant is often misunderstood. “Most people think the role is only about serving passengers or travelling, but after training and flying experience, I understood that safety is actually the core responsibility of cabin crew. We are trained to handle emergencies, medical situations, passenger conflicts, and evacuation procedures, which many people are not aware of,” she says.

That emphasis shapes how crew are trained to handle pressure. “The first instance that comes is actually panic. You actually get scared. But that is where your training takes over and that is where you are tested as cabin crew,” Komal adds.

And this preparation continues once recruits begin flying.

Nainesh Kataria, a cabin crew member at FLY91, says familiarity with aircraft systems and safety equipment proved invaluable once he began flying. He adds that staying composed is essential, as passengers often take their cues from the crew’s behaviour. "In aviation, pressure situations can happen anytime, so I try to stay calm and focus on procedures rather than emotions. During training, we were taught that passengers observe the crew’s behaviour first, so maintaining composure and communicating clearly is very important. I rely on teamwork, SOPs, and situational awareness to manage such situations effectively," according to Nainesh.

Senior crew member Madhuri Reddy says repeated drills make the biggest difference. “Many people assume cabin crew are there to serve food and drinks, but safety is our primary responsibility. We are trained to handle emergencies, medical situations, security threats, and passenger management while ensuring everyone feels comfortable during the flight,” she says, adding that both male and female crew are trained equally to manage difficult situations calmly and professionally.

Jennifer Doctor, Manager for Quality and Standards, Products and Service at FLY91, says, “The cabin crew training follows the airline’s SOAR values (Safety & Simplicity, Operate with Frugality, Act with Humility and Render Service with Integrity). Beginning with induction and soft skills, the 45–60 day programme moves through safety, service and supervised flights before solo operations.”

After service training and supervised flights, trainees are cleared for solo flying. The 45–60 day programme also opens pathways into leadership, training and management.

Their chores executed mid-air are ultimately about making flyers comfortable enroute their respective destinations. “The main part of this job is to take care and give that warmth to people so that when they come on a flight, they feel comfortable and they feel at home.”