Language Program

Flight Attendant Handbook

Effective October 1, 2018

Introduction ...............................................................................................................................................................3
Language Sub-Base Structure ........................................................................................................... 3
Duties and Responsibilities of the LQFA ............................................................................................ 3
English Proficiency ............................................................................................................................. 3
Training......................................................................................................................................................................4
Language Training Program ............................................................................................................... 4
Language Training School Guidelines ................................................................................................ 4
Language Training Reimbursement ................................................................................................... 4
Testing .......................................................................................................................................................................5
Testing Procedures ............................................................................................................................ 5
What to Expect ................................................................................................................................... 5
Scheduling a Language Test .............................................................................................................. 6
The Evaluation ................................................................................................................................... 6
Retesting ............................................................................................................................................ 7
Removing Qualifications ..................................................................................................................... 7
Bidding and Trading ................................................................................................................................................8
Maximum Number of Language Positions by Aircraft Type ................................................................ 8
Assignment of Language .................................................................................................................... 8
Bid and Award Process for LQFA ....................................................................................................... 8
Seniority ............................................................................................................................................. 8
Language Trip Trades ........................................................................................................................ 9
Language Pairing ............................................................................................................................... 9
White and Purple Flag Pay ................................................................................................................. 9
Onboard ................................................................................................................................................................. 10
Language Bar................................................................................................................................... 10
Greeter ............................................................................................................................................. 10
Announcements ............................................................................................................................... 10
Pay .......................................................................................................................................................................... 11
Language Designators and Harmonization ...................................................................................................... 11

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Introduction
As a global airline, language assistance at United Airlines is an important expectation of our
customers in delivering exceptional service across our extensive route system. Having Language
Qualified Flight Attendants (LQFAs) not only makes meaningful connections with non-English
speaking customers, but also leaves a lasting cultural impression. When United merges all three
workgroups into one on October 1, 2018, the individual language programs will be harmonized
according to Section 9.G. of our Joint Collective Bargaining Agreement (JCBA). The new language
program will have a number of changes that will impact LQFAs. This handbook should be used as a
reference for the language program with a focus on some of the key language topics.

Language Sub-Base Structure

Each month, the Company will determine the language needs of each Base and establish the number
of Language Qualified positions needed for that month which creates a language sub-Base. The bid
packet will consist of language lines as well as a number of language reserve lines. These will be
assigned to LQFAs at the same time all other lines in the Base are considered. The Company
reviews language needs for all international flights on a regular basis, and may add or remove
language requirements based on these reviews.

Duties and Responsibilities of the LQFA

While all Flight Attendants are responsible for assisting customers, the language qualification
requires her/him to:
 Perform all Flight Attendant duties
 Be fluent in the language(s) for which the Flight Attendant is qualified
 Translate all FSL/Purser and Flight Deck P.A. announcements after they have been announced
in English.
 Wear the Language Bar
 Provide translation assistance to:
 Passengers who require language assistance while boarding or onboard the aircraft, i.e.
international customs and immigration forms
 Unaccompanied minors
 To crew members and other United employees as needed

The requirements of the position are outlined in Section 9.G.1.a. of our JCBA.

English Proficiency
United may test a Flight Attendant based upon credible information that she/he lacks the minimum
level of English proficiency required. Proficiency testing shall be conducted by United’s testing
vendor. Refer to Section 9.G.4. of our JCBA for more details.

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Training
Language Training Program
United shall make language training available through a United approved program. Flight
Attendants must obtain pre-approval from United in order to attend the language training program.
(JCBA Section 9.G.)
To be considered for language training program enrollment, the Flight Attendant’s request should
include the following information and be emailed to: [email protected] or faxed to: 281-
553-8220.
 Language training school name and accreditation
 Course catalog
 Estimated cost
 Approximate course duration

Language Training School Guidelines

A Flight Attendant can select the learning institution that best meets her/his individual needs and
current skill level. It is important for the Flight Attendant to select a learning institution that can truly
bring her/him to the desired level of proficiency. Inflight Services Training Management will review all
requests and make the final determination prior to approval. Below are the accredited institutions:
 Certified language schools
 Universities
 Community colleges
 Institutions/programs outside the US

Written approval from the Inflight Language Training Team will be emailed to the Flight Attendant
and Flight Attendant’s supervisor before the training program begins.
Please call or email the Inflight Services, Inflight Language Training Team, at 281-553-7336 or 281-
553-7371 or email: [email protected] to submit a language school enrollment request.

Language Training Reimbursement

Provided that a Flight Attendant passes the language proficiency test and is based in a location that
uses the language, United shall pay her/his tuition costs, the cost of required training materials,
parking fees (if any), and mileage expenses as provided in United policy to and from the location of
the approved language training.
Once designated as an LQFA, a completed expense report with receipts for language training
should be submitted via United email to the Inflight Language Training Team at
[email protected]. The Flight Attendant should retain a copy for her/his record.

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Testing
Testing Procedures
An LQFA is expected to demonstrate a high language proficiency level and strong conversational
and reading skills in the additional language(s). Once a Flight Attendant becomes Language
Qualified, this notation remains part of a Flight Attendant’s permanent qualifications, and as such
she/he is expected to maintain proficiency. At United, there is no limit to the number of languages
used in which a Flight Attendant may become Language Qualified.
In order to become Language Qualified, a Flight Attendant must pass a test demonstrating a
minimum level of language proficiency, as determined by United. Once designated as Language
Qualified, United may re-test a Flight Attendant based upon credible information that she/he lacks the
minimum level of proficiency required.
A Flight Attendant who fails to pass initial testing or retesting may avail her/himself of United’s
language training program. They may re-apply to the Language Qualified Program as set forth in
Sections 9.G.2. and 9.G.3. of our JCBA. Re-testing after failure shall be made available only once
every six months.
The new language program will no longer have a Pass with Condition (PWC) option (previous pmCO
and pmCMI process) for Flight Attendants whose language skills do not fully meet the proficiency
standards.

What to Expect
Language testing is completed by a Language Testing Company. To become an LQFA, a Flight
Attendant must successfully demonstrate proficiency in the targeted language in the areas of listening,
speaking, and reading.
Flight Attendants are tested using a telephone conference method. The entire evaluation should take
no more than 20-25 minutes. The test is conducted at an Inflight Base that the Flight Attendant
selects. After verifying identity, the Flight Attendant will be provided with a Language Testing Book,
and escorted to a landline phone located in a quiet room for testing. The Flight Attendant will then be
evaluated on listening, speaking, and reading in the target language for the following:
 Comprehension
 Fluency
 Vocabulary
 Grammar
 Pronunciation
 Special Vocabulary - (airline related terms, scenarios)
 Reading

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 Falsification or misrepresentation of identity may result in disciplinary action up to and including
discharge. Flight Attendants will receive a letter indicating test results via email within seven business
days. If a Flight Attendant is successful in her/his test, the Inflight Supervisor will be copied and
instructed to place a hard copy of the language test results in the Flight Attendant’s Personnel File.
Flight Attendants who are not successful shall be allowed to retest only once every six months.
Flight Attendants will receive Language Bars upon successful completion of the test. The Inflight
Supervisor will be responsible for providing Flight Attendants with two Language Bars.

Scheduling a Language Test

To schedule a language test, call the United approved language testing company, Alta Language
Services at 1-888-465-4648. Tests are administered Monday through Friday between the hours of
0800 and 1700 Central Time, excluding holidays. Appointments must be made at least two business
days in advance, and can be scheduled at the following Bases: BOS, CLE, DEN, EWR, IAD, IAH,
LAX, ORD, SFO, FRA, NRT, HKG, HNL & GUM. To accommodate testing for those living in different
time zones, Flight Attendants based in GUM, HNL or a non-US location, should work with the Inflight
Language Training Team to arrange a testing time.
Cancelations or changes must be made by 1500 CT on the business day before the scheduled test.
Flight Attendants may be responsible for the test fee assessed by the language testing company if
she/he fails to cancel before 1500 CT on the business day before the test.
Last minute cancellations, no shows, or late arrivals will also be reported to the Flight Attendant’s
supervisor.

The Evaluation
The evaluators are all professional, native speakers who are thoroughly familiar with the target
language. They have all been carefully trained in spoken language evaluations based on United
approved criteria.
The evaluation will begin with two readings in the targeted language. The evaluation will continue with
the evaluator asking the candidate a series of 12 questions.
1. The first three questions will be randomly selected from a category of “Personal Questions”
 Examples:
 What do you do when you arrive at the airport?
 What is your favorite activity and why?
2. The next three questions will come from the category of “General Questions”
 Examples:
 Describe what the weather is like in the fall in your city?
 In your opinion, why do people go on vacation?

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 3. The final six questions will come from the questions/statements under “Onboard Situations”
 Examples:
 Excuse me, Flight Attendant, how do I turn off the overhead light?
 Is it possible to leave this package on the seat next to me?

The Flight Attendant’s responses demonstrate her/his working knowledge of the target language, so
longer answers will be better than shorter ones. This is designed to give the evaluator a more
thorough understanding of the Flight Attendant’s overall language ability. It is important to remember
that the answer content is not as important as the way the answer is expressed in the language being
tested.
Once the testing procedure is complete, the testing company will notify United of the outcome. The
Inflight Language Training Team will provide the results to the Flight Attendant within seven
business days of the test.
If a Flight Attendant has any questions about her/his test, please call 281-553-7336 or 281-553-7371
or email the Inflight Services, Inflight Language Training Team: [email protected].

Retesting
All current language speakers are grandfathered into the language program and will not be required
to retest to be part of the new language program. There is no retesting required except as stated in
Section 9.G.3.b. of our JCBA.
The Company will no longer require Flight Attendants to requalify if they have not flown in a language
Base in the previous 12 months. As the Base structure will change, Flight Attendants who have
successfully passed a language exam will not be required to retest and will retain their language
qualifications to provide them with full access to all flying assigned to any Base location. Flight
Attendants who failed their last language qualification test will not be considered qualified in that
language.
A Flight Attendant who fails to pass initial testing or retesting may avail herself/himself of the
Company language training program and re-apply to the Language Qualified Program as set forth in
Section 9.G.2. of our JCBA. Re-testing after failure shall be made available not more than once every
six months.

Removing Qualifications
An LQFA may request removal of her/his language qualification, subject to Company approval.
(JCBA Section 9.G.1.g.) Flight Attendants should contact their supervisor to start this process.

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Bidding and Trading
Maximum Number of Language Positions by Aircraft Type
The new language program designates a maximum number of language positions per aircraft type as
shown in the table below.
Aircraft Type Maximum Number of Language Positions
A319/320, 737-700, 800 & 900 1
757 2
767, 777, 787, A350 3

Assignment of Language
Each month the Company shall determine which languages will be assigned at each Base. Once
determined, the Company will decide the number of language lines and reserves needed for each
language. The language lines, both lineholder and reserve, will be available for bidding to all Flight
Attendants at the Base and awarded in seniority order to qualified Flight Attendants. If an insufficient
number of LQFAs bid a language line or language reserve line, then the most junior LQFA(s) qualified
in that specific language will be assigned to those lines.

Bid and Award Process for LQFA

Language specific lines of flying will be published as part of the Base bid packets, but only those
Flight Attendants with the specific language qualification will be considered to fill those lines. Flight
Attendants with language qualifications may bid any line offered in their Base, including domestic,
international and language lines as well as reserve lines. The award process will consider each Flight
Attendant’s bid and qualifications, in seniority order. If there are insufficient bids to cover specific
language lines (both lineholder and reserve) the most junior Flight Attendants qualified in that specific
language with language qualifications will be assigned to cover the open language lines. Flight
Attendants with multiple language qualifications will be considered for all lines in the multiple
languages for which qualified and will be assigned, if necessary, based on her/his seniority.

Seniority
LQFAs shall use their Flight Attendant bid seniority for all competitive bidding purposes. LQFAs shall
bid and be awarded their vacations in conjunction with vacation bidding/awards for all other Flight
Attendants in their geographic Base.
A Flight Attendant can view their seniority and relative ranking with similarly qualified LQFAs within
their Base by using the Base specific seniority list published on Flying Together > Inflight Services >
Bases > Bidding > Combined Seniority List.

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Language Trip Trades
LQFAs who are assigned language lines may pick up and trade for open LQFA and non-LQFA open
time subject to the terms of Sections 6.I, 6.J. and 6.L. of the JCBA. A LQFA will be expected to have
a minimum fifty (50) hours (twenty (20) for job shares, partnerships and half month leaves) of flying in
their assigned language at the end of the bid month if they have traded or picked up from open time
other than LQFA open time during the month.

Language Pairing
A Flight Attendant will be able to identify language pairings in the bid packet with an identifying three
letter language code within the pairing. An example of a Mandarin pairing is displayed below.

White and Purple Flag Pay

White and Purple Flag designators may apply to language pairings.

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Onboard
Language Bar
LQFAs must wear the appropriate Language Bar when working a language position or a designated
Language Incentive Pay (LIP) flight. The Language Bar is required to be worn below the Flight
Attendants’ wings on the outermost garment. When wearing a serving garment, the Language Bar
must be worn below the name bar. As a global airline, LQFAs are encouraged to wear the Language
Bars at all times when in uniform.
Language Bars will be provided to the LQFAs by the Inflight Supervisor after passing the language
proficiency test.

Greeter
A LQFA will be assigned the door greeter responsibility. . Refer to the staffing sheet for work
assignment.

Announcements
Announcements are a shared responsibility with all LQFAs. Refer to the staffing sheet for
announcement assignment.
When there are bid positions for two different languages, announcements in the primary language
(i.e. language of the origination/destination) should be made following the English announcements,
then followed by the second language announcements.
 To view English language announcements on Link, open the eFAOM (electronic Flight Attendant
Operations Manual) app and select eFAAB (electronic Flight Attendant Announcement Booklet).
 To view non-English Language Announcements, follow the steps below:
 From Link, click on FT mobile icon
 Sign in  Menu  My Work  Training and Qualifications
 Scroll down to the ‘Translation Guides’ table and select the desired Translation guide(s)
 You will see the guide appear on the screen
 Select the ‘Upload’ button at the bottom of the screen and choose ‘Copy to iBooks’

For safety demonstrations, announcements are to be made in English, then followed by the language
translation of the introduction in the languages identified for the specific pairing. All Flight Attendant
and Flight Deck announcements will be translated similarly.
For emergency announcements, LQFAs are required to explain the nature of the emergency and that
the Flight Attendants will be preparing the cabin for an emergency landing. All subsequent
announcements will be made in English.

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Pay
Flight attendants working on flights with language positions will receive Language Incentive Pay (LIP)
if they are qualified in the language(s) designated for that flight. These flight attendants shall be paid
an additional $1.00 for each block hour actually flown and for all credited time except deadhead,
sick/occupational leave and vacation. Flight Attendants cannot receive LIP and Language Qualified
pay on the same flight. With the implementation of the LIP program, the pmCMI Basic Japanese
language program which will be discontinued.
For more information regarding LIP processing, please refer to Section 9.G.7. of our JCBA, as well as
the policies and procedures manual.

Language Designators and Harmonization

The new language program harmonizes language designators and three letter codes and will
differentiate the Cantonese and Mandarin Chinese dialects.

Language pmCO/CMI Code pmUA Code New CMS Code

Cantonese None CTN CTN
Chamorro CHM None CHM
Chinese CAM None NONE
Dutch DUT NLD NLD
French FRE FRA FRE
German GER GER GER
Greek GRK GRE GRK
Hebrew HBR HEB HBR
Italian ITA ITL ITA
Japanese JPN JPN JPN
Korean KOR SKO SKO
Mandarin None MAN MAN
Portuguese POR POR POR
Spanish SPA SPN SPN
Tagalog TAG TAG/PHI TAG
The new language program harmonizes languages assigned on flights to HKG, AMS, and BRU as
seen in the table below:

Destinations Languages Assigned

HKG Cantonese & Mandarin
AMS Dutch
BRU Dutch & French

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