Draft:Purser (Airline)

An airline purser is the senior cabin crew member on a commercial aircraft, responsible for overseeing cabin operations, ensuring the safety and comfort of passengers, and leading the cabin crew team. The position is comparable to a supervisor or manager within the aircraft cabin environment.

Purser

General
Other names	Cabin Manager, Cabin Supervisor, Cabin Senior, Flight Service Manager, Customer Service Manager
Reports to	Captain
Duties	Oversees cabin operations, ensuring the safety and comfort of passengers, and leading the cabin crew team.

History

The position of "purser" has its roots in the maritime industry, where the purser was responsible for managing the financial accounts, inventory, cargo, provisions and administrative duties aboard ships. In the early days of air travel, many aspects of maritime roles were adapted to aviation, with the purser serving as the lead cabin crew member responsible for overseeing the safety and comfort of passengers, as well as managing the flight's onboard services. As commercial aviation developed in the early 20th century, airlines adapted the term to describe the senior crew member responsible for passenger and cabin operations.

In the 1950s and 1960s, with the introduction of larger aircraft like the Boeing 707, the purser's responsibilities expanded to managing flight attendants and ensuring the smooth operation of inflight services. As aviation grew, particularly with the rise of long-haul flights and aircraft like the Boeing 747, the purser became a leadership position, coordinating the cabin crew and handling passenger concerns.

Various Designations

Although titles such as "Purser" or "Cabin Manager" are operational choices made by airlines, the requirement for a nominated leader within the cabin crew structure is a legal obligation for certain flights, particularly those involving larger aircraft or extended operations. Depending on the airline, the role may also be referred to as Cabin Manager, Cabin Supervisor, Cabin Senior, Flight Service Manager, or Customer Service Manager or other titles. Despite variations in terminology, the core responsibilities are broadly similar.

The Federal Aviation Administration (FAA) in the USA doesn't formally use "Purser" in regulations — it uses "Lead Flight Attendant" or just assumes a "designated" lead cabin crew member. Some U.S. airlines (e.g., American Airlines, Delta) use "Purser" internally for their long-haul services, but the FAA itself simply requires "at least one flight attendant designated to direct others."

The European Union Aviation Safety Agency (EASA) in Europe (specifically, Part-CAT and Part-ORO of EASA Air Operations Regulation) refer to the "Senior Cabin Crew Member" — not "Purser." Airlines in Europe often use "Cabin Senior," "Cabin Supervisor," or similar operational titles instead of "Purser."

The Civil Aviation Safety Authority (CASA) in Australia calls the required nominated senior cabin crew member the "Cabin Crew Member in Charge." Airlines (like Qantas or Virgin Australia) call pursers Customer Service Managers or Cabin Managers, but legally they are "Cabin Crew Member in Charge."

Responsibilities

The purser is responsible for a wide range of duties across four main areas: leadership, safety, service, and communication. In emergency or abnormal situations, the purser plays a critical role in coordinating crew actions and supporting the captain to manage passenger welfare.

Leadership

• Conducts the pre-flight crew briefing, outlining the flight's operational details, security considerations, service flow, and crew responsibilities.
• Supervises the performance of cabin crew members throughout the flight, providing support, guidance, and feedback as required.
• Coordinates service delivery to ensure efficiency, consistency, and adherence to airline standards.

Safety

• Oversees the execution of safety procedures, including safety demonstrations, compliance checks, and cabin preparation for take-off and landing.
• Acts as the chief coordinator in emergency or abnormal situations, working closely with the Captain and ensuring crew follow emergency protocols.
• Monitors and reports any safety concerns or incidents through post-flight documentation.

Passenger Service

• Manages the overall passenger experience, addressing complaints, service issues, special needs, and disruptions.
• Takes primary responsibility for high-value customers, such as frequent flyers, corporate clients, celebrities, and government officials.
• Ensures that special meals, medical assistance, and other passenger-specific requirements are managed appropriately.

Communication and Reporting

• Serves as the main point of communication between the flight deck (pilots) and cabin crew.
• Compiles post-flight reports covering operational issues, service feedback, incidents, injuries, or equipment malfunctions.
• May also complete crew performance evaluations or mentoring reports, depending on company policy.

Regulatory Requirements

In many jurisdictions, aviation regulations require airlines to designate a senior cabin crew member responsible for managing the cabin during flight operations. This position is often known as a Purser, though regulatory terms may vary.

Authorities such as the European Union Aviation Safety Agency (EASA) and Australia's Civil Aviation Safety Authority (CASA) mandate that when multiple cabin crew are rostered on a flight, one must be officially assigned overall responsibility for cabin operations. This includes supervising the crew during both routine and emergency situations, ensuring regulatory compliance, and acting as the main point of contact with the pilots.

In Australia, under CASR Part 121, this individual is referred to as the Cabin Crew Member in Charge, with formal nomination required prior to each flight. The nomination must be based on qualifications, experience, and suitability for managing safety procedures and crew coordination.

Selection and Training

Typically, a purser is a flight attendant with several years of operational experience. Candidates must demonstrate strong leadership skills, operational expertise, customer service excellence, and the ability to manage conflict and complex situations. Airlines usually require successful completion of additional training programs focused on leadership, advanced safety management, inflight service excellence, and incident reporting.