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D & R
Show me the money
Swipe it
Sale! Sale!
Shop till you drop
100
The DFO is expected to achieve sales targets specified for each flight, provide feedback via OCR when required and adhere to standards and procedures in the OSG.
What is the DFO's responsibility?
100
UAE Dirhams and other major currencies are accepted as listed in the Bluebird and a list available inside the stationary drawer.
What are the currencies we accept?
100
Diners Club, Visa, American Express, Mastercard and JCB (Japanese Credit Bureau)- should be more than 10 days validity and not accepted on LOS flights.
What are the accepted credit cards on Etihad flights?
100
-Only allowed on products purchased on the same flight. -Provided product is fully intact, packing not opened or still sealable. -If product is faulty/damaged.
What is refund procedure?
100
The duty free cart, prepared with duty free products, must be offered in a horseshoe flow On late night departures, if the majority of guests have fallen asleep after the first meal service, it is permissible for the duty free service to be carried out before the start of the second meal service.
How do you offer Duty free in Economy cabin?
200
Collection of cash pouch before briefing and ensures contents of cash pouch is correct. Check duty free carts are loaded in correct stowage, seals and padlock are intact.
What are the DFOs duties on-ground?
200
AED coins are accepted.
What is the only accepted coin?
200
Transactions are processed in AED only.
What is the currency to charge the Credit card?
200
Guest to be advised to contact Dutyfree@etihad.ae
What can I do if Guest wants to refund/exchange an item bought from another flight?
200
Present the guest with the Boutique Onboard Shopping Guide and invite them to make a selection The duty free cart must not be taken out into the cabin A selection of products may be taken into the cabin using a serving tray, if requested. In the event the guest has fallen asleep, duty free service must be offered to the guest after they have woken up Duty free must be offered to all guests
How do you offer Duty free in the Premium cabin?
300
AED 180 and USD 50 with a Padlock key. If lost, you pay AED 200 for the pouch and AED 100 for the key.
What are the contents of the cash pouch?
300
A Guest wants pay in UAE Dirhams and US Dollars. Currency conversions can be calculated using the Bluebird or manually using the Currency Exchage Sheet in the stationary drawer.
What is Accepting payments in multiple currencies?
300
USD 1,500 First class, USD 1,000 Business class and USD 350 Economy class/Cabin crew.
What is the credit card limits?
300
Inform the L1 Crew who should raise an OCR The damaged item must be placed inside a plastic bag and placed in the duty free cart The item must be recorded as damaged in the Bluebird by making a note in the Message option, or the ASBC form, for offload in AUH Do not open or tamper with any of the duty free products
What is the Damaged Item procedure?
300
Located in the duty free cart inside the stationary drawer. This is used when a guest purchases on-board duty free LAGs (Liquid, Aerosol, Gels) and has an onward connecting flight.
What is STEB?
400
01 cash pouch on a turnaround flight and 01 per sector on a layover flight.
What is the number of cash pouch to collect?
400
A Guest wants to use Debit card/savings card. Bluebird can only process off-line transactions.
Can we accept Debit/savings card?
400
-Guests may only use one type of credit card -Do not accept multiple credit card transactions from the same guest -Guests may use the same credit card for more than one transaction; however the total amount should not exceed the credit card limit -CM may authorize the DFO to ‘exceed the credit card limit’ -If the CM authorizes the credit card limit to be exceeded and the Bluebird requests a second credit card to complete the payment, only then is it permissible to accept a second credit card from the guest. There are no other exceptions to this rule -All credit card transactions must be done in front of the guest
What is the precautions on Credit card transactions?
400
Complete the details on the ‘Faulty Bluebird Off Load label’, stick the label on the screen of the device and place it back in the stationery drawer
What do you do with faulty Bluebird units?
400
-Close sector / Handover / Close flight, print sales receipt, place the Bluebird back in the cart, lock and seal the cart. -Reconcile cash and fill in the Cash deposit receipt in the presence of a witness -Ensure that the correct stock is inside the cart / container -The cart should be locked and sealed correctly using the yellow padlock seals from the stationery drawer. The yellow seal number must be recorded on the Bluebird, or manually noted on the ASBC form
What are the duties of DFO prior to Top of Descent?
500
Duty free is offered upon request on Short haul and Ultra Short haul flights and on all other flights it must be offered to all guests in all cabins.
When do you offer Duty free?
500
Currently available on LOS flights only. When UV button is pressed, it highlights the flourescent patterns seen on bank notes. When MG (magnetic) button is pressed, the detector will indicate a 'beep' if MG ink or MG code is recognized.
What is a Fraud detection pen?
500
-Can be used if Bluebird is unserviceable. -Should not be used if the Bluebird is serviceable and has rejected the card. -Follow the same credit card checks as for the electronic process -Record the following details on the back of the credit card voucher: passport number, national identity (GCC residents only), nationality, seat number and telephone number -If the credit card number is not printed clearly, do not write the number manually as this will not be accepted by the bank.
What is the manual Credit card transaction?
500
If a product is not available in one DFO’s cart / container, the product may be transferred from another duty free set using the Bluebird device.
What is Stock Transfer?
500
-The cash pouch must be returned immediately by the DFO to either the Cash office located in Crew briefing area or placed inside the drop off safe located in T3 Arrivals hall. -The DFO must deposit the cash pouch in the drop off safe witnessed by an Etihad Airways cabin or flight crew member. Both the DFO and the witness are required to sign the Drop off Verification Form which is located on top of the safe, stating that they have dropped off the cash pouch and that it has not been reopened
What are DFO duties upon return to AUH?