Is Cabin Crew CRM Training Fit for Purpose? Helen Heenan on Regulation, Relevance and the Next Generation

Helen Heenan, Personnel Licensing Policy Specialist at the UK CAA, discusses with Halldale Correspondent Atul Chandra a critical question for training leaders: Is cabin crew CRM training fit for purpose?

Helen explains how post-COVID restrictions forced CRM training online, sparking debate about its effectiveness. 

Surprisingly, industry assumptions that remote delivery was less effective lacked evidence because regulations don’t require operators to measure CRM training outcomes. In fact, cabin crew regulations explicitly state that CRM knowledge and application should not be assessed, unlike flight crew rules which mandate behavioural evaluation.

This gap raises questions about value for operators investing significant time and resources in CRM training. 

Helen suggests adopting a “Compliance Plus” approach, meeting regulatory minimums while voluntarily introducing measures to demonstrate effectiveness. 

Using frameworks like the Kirkpatrick Model, organisations could track learning retention and behavioural application, even if formal exams remain unpopular. Incorporating CRM indicators into line checks could provide tangible evidence of training impact.

Helen also addresses the challenge of engaging a new generation of aviation professionals. With unprecedented access to information and a preference for bite-sized learning, training must be relevant and focused. 

She advocates using recent case studies and short-form content to capture attention and reinforce key concepts, leveraging multimedia and even AI tools to deliver impactful microlearning.

Her message is clear: compliance is the baseline, but relevance and measurable outcomes are essential for future-proofing cabin crew CRM training.