Samantha Flanagan
Norwich,Norfolk
Summary
Professional, customer-focused Cabin Crew Manager with over 20 years’ experience in aviation and customer-facing roles, including nearly 10 years with TUI Airways. Highly experienced in passenger safety, in-flight service delivery, crew leadership, and special assistance care, with a strong commitment to delivering an exceptional onboard experience.
Calm and decisive under pressure, with excellent communication skills and a proven ability to lead diverse teams, manage safety-critical situations, and exceed customer satisfaction and commercial targets. Passionate about maintaining the highest standards of service, safety, and professionalism in line with airline operating procedures.
Overview
24
24
years of professional experience
Work history
Cabin Crew Manager
TUI Airways
Norwich
03.2016 - 01.2026
- I lead Cabin team on flights to ensure passengers needs and expectations are met
- Take responsibility for key matters such as providing special assistance, communication, and first aid.
- Coordinated with ground staff to ensure timely departures and arrivals.
- Handled passenger's queries and complaints for improved flight experience.
- Reviewed performance of cabin crew, identifying areas of improvement.
- Maintain awareness of standard operating procedures, effective crew resource management, and company specific flight procedures.
- Work towards specific revenue targets per flight around the sales of products on board.
Administration & Clerical Team
Norfolk & Norwich University Hospital
Norwich
02.2023 - 01.2026
- Managing a significant workload day to day in a pressurised environment which involves playing an important role in making sure Patient details are recorded and held across key NHS systems as they flow through the admission, referral, and discharge process.
- It is important to be aware of NHS processes, guidelines, and GDPR when carrying out this role which includes working with the full MS-Office suite whilst also dealing with Patients directly.
- Made up patient admission packs in advance of admissions, including producing duplicate label sets, preparing wrist bands, cards etc.
- Communicate with other departments to facilitate a smooth patient experience
- Filed and prepared Patients Case Notes on Discharge in order to prepare clinical coding form for patient episode and ensure it is completed by medical staff on a daily basis.
Customer Service Agent
KLM Cityhopper UK Ltd
Norwich
03.2011 - 12.2016
- Passenger management and service on board flights
Customer Service Agent
Norwich Airport
Norwich
04.2002 - 03.2011
- Overseeing the check in process which involves delivering an excellent customer experience whilst also complying with the relevant documentation guidelines around visas, health and safety, and security precautions.
Education
Eaton (City Of Norwich School)
NorwichSkills
- Customer service excellence
- Passenger Safety & Emergency Procedures
- Commercial Awareness
- Attention to Detail
- Proactive
- Resourceful
- Positive Attitude
- Organisation
- Ability to stay calm under pressure
Timeline
Administration & Clerical Team
Norfolk & Norwich University Hospital
02.2023 - 01.2026
Cabin Crew Manager
TUI Airways
03.2016 - 01.2026
Customer Service Agent
KLM Cityhopper UK Ltd
03.2011 - 12.2016
Customer Service Agent
Norwich Airport
04.2002 - 03.2011
Eaton (City Of Norwich School)