by Your plane has taken off, climb is stopped, there is no turbulence… So why are the seat belt signs still in place? Chances are, it’s not safety concerns or cockpit delays that are to blame – it’s the crew changing their clothes. Behind the curtains they put on fresh jackets or vests, take off their hats and change their shoes – and just need a moment.
“Most passengers have no idea we’re changing, it’s very secret,” Aya said, laughing as my eyes widened at the revelation. “It marks the beginning of the ministry; We switch from our regular uniforms to our pleated dining jackets, which give us better dexterity when serving food.”
As Qatar Airways’ image and style specialist, Aya’s job is to ensure the crew stays in sharp focus at 35,000 feet – which requires deft transitions during takeoff and landing. “For women, we take off our hats and slip into flats because a six-hour flight in two-inch heels is torture, believe me.”
And so began my “Standards of Care” training at Qatar Airways, the mandatory course that every newbie flight attendant must pass and maintain throughout their career. The two-day training covers everything from personal hygiene to the six makeup items that are (yes, really) mandatory for every employee.
I was at the airline’s headquarters in Doha, a low-rise office building like any other, with one exception: all the employees wore crew uniforms. Aya’s gray jacket gave away her status as a supervisor, but all the employees – even those who fussed with the office printer and answered phones – looked dapper and ready to commandeer a drinks cart or point out the exits.
That morning I had been happy with my updo and crimson lipstick, but now the words “hedge” and “backward” suddenly came to mind. However, help was at hand. Along with some new recruits, I had been given exclusive access to Qatar Airways’ grooming training, which took place in the purpose-built beauty salon.
It looked exactly like a salon, with a dozen huge mirrors, leather chairs, and tons of toiletries. Nail polishes, powder puffs, foundations, face creams and enough hairspray to paint a small army.
Aya’s mission was to transform me – at least visually – into a flight attendant. My uniform was ready, but was I? Aya stood back and assessed the task. “First you have to take off your jewelry: only your wedding ring can remain. Let’s see if we have pearl earrings anywhere…”
Knot problems and bald spots
I could barely keep up as Aya listed the uniform rules. Your hat must reach 1.5cm above your eyebrows and may only be removed during a flight. Name tags should be placed on the left side of the body and women’s skirts should be 5 cm below the knee. You are never allowed to take off your jacket at an airport and men can only fasten their tie with a Windsor knot. If staff uniforms do not meet requirements, “they will be asked to change them – until they do.”
What if they lose an item? “Not good,” Aya grimaced. “All crew members fly with a change of clothes, but if they misplace something it will be sent to them on the next flight – they cannot work without it.”
I slipped into my uniform in the changing room and enjoyed the high-quality workmanship of the 100 percent wool skirt and the silky (albeit rather thin) blouse. I loved the fuchsia bandana that is part of the airline’s new design, but the jacket reminded me of my school blazer.
Next was hair and makeup with Samar, a former lawyer turned flight attendant who is now image and style coordinator for Qatar Airways. She scraped my hair into the prescribed tight bun, positioned halfway up the head so the hat sits straight, and liberally added coconut oil, wax, and hairspray to remove any strands (also forbidden). Each strand was crispy and – according to the rules – was additionally secured with a maximum of four hairpins, a hairnet and a voluminous burgundy hair tie.
“Gray hair is a no-no,” Samar explained during her work, “as are visible tattoos, false eyelashes and cosmetic surgery – even microblading.” And if you color your hair, it should be natural – no ombre or highlights.” She continued : “Men’s sideburns should extend to the middle of the ear, and their only permitted facial hair is a full mustache – no beards.” Buzz cuts are not allowed: If the scalp of one “If it’s visible, it needs to be covered with hair mascara or color spray – no excuses.”
Lipstick is essential – but only three shades are allowed
To an outsider, the image rules may sound exaggerated, but they are designed to appeal to passengers’ subconscious biases, Aya explained. “Consistency makes people feel safe, and someone who is well-groomed is more likely to be perceived as controlling and trustworthy.”
The airline’s thousands of crew members come from all over the world and all have their own cultural styles – so consistency is crucial. “It’s not about being beautiful, it’s about maintaining standards,” she continued. “The little details add up: When you notice something isn’t right, you might think, ‘What else is going on?’ It’s our job to prevent that.”
While makeup is prohibited for men, female crew must wear at least six items at all times: foundation, concealer, mascara (black only), blush (warm pink or peach), nail polish, and lipstick. However, most crew members opt to use more — and Samar already reached for an eyeshadow palette (earth tones only).
“You can only use three colors of lipstick,” Aya explained. “Deep red, deep pink, or burgundy, and they should be matte.” Nails—no longer than 1/2 inch past the fingertip—should match your lip color, but nude is fine, too. And sticking is forbidden. “Nobody wants a fake nail in their in-flight food,” she quipped.
Samar hummed as she applied layer after layer to my face while the salon was full of chatter. It took 20 minutes and I’ve never worn so much makeup in my life – but when she finally spun my chair around, I definitely felt glamorous.
“You’re one of us now,” a fellow recruit said as I straightened my skirt and slipped on my regular black heels. Something about the uniform made me straighten my posture and smile without being asked. “Just one last thing,” Aya said, eagle-eyed, adjusting my hat to the required inch above my forehead. Minor details, yes – but while most airlines seem to be in a race to the bottom, Aya and Co. are reaching for the sky.
