When in doubt about service standards for a specific carrier, what should you reference first?

The Inflight Service Manual (ISM) is specifically designed to provide guidelines and standards for onboard service for particular airlines. It is a comprehensive resource that details protocols, service expectations, and safety procedures tailored to that specific carrier. When you find yourself uncertain about what is required in a given service scenario, the ISM serves as an authoritative reference that ensures consistency and adherence to the established service framework.

While personal experience and company policy handbooks can be useful, they may not capture the detailed nuances and specific procedures outlined in the ISM. The inflight service manual is tailored to the unique operations and expectations of the carrier, which is crucial for delivering the type of service that aligns with the airline's standards and passenger expectations. By referring to the ISM, you ensure that your service aligns with the most current and relevant practices for that specific carrier.