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Line Operations Safety Assessment (LOSA) Program versus Service Line Checks

Date: June 15, 2021

This article was originally published on June 11 and has been updated for clarity and to provide additional information.

In recent days we’ve fielded a number of questions suggesting there is some confusion about the differences between the Line Operations Safety Assessment (LOSA) program and the Service Line Check Program, both of which have recently been promoted through Inflight communications.  While the objectives of these programs are accomplished through observations, that’s where the similarities end.

The LOSA program, implemented and conducted in collaboration with LOSA Collaborative, AFA, ALPA, and United, collects safety data exclusively.  LOSA observations are confidential, non-punitive, anonymous, voluntary, and conducted by peers.

The Service Line Check (SLC) Program, on the other hand, is company directed and focuses entirely on collecting service data.  The Service Line Check program has existed since 2019.

LOSA and the Service Line Check program are both non-punitive.  However, unlike LOSA, the Service Line Check is not voluntary and observations are conducted by Inflight Training. The SLC is a company initiative and AFA is not involved in the operation of this program. As Inflight refreshed the SLC Program over the last several months, it was reviewed with AFA and we were able to provide management with feedback and recommendations. We are pleased to report some of our recommendations were incorporated into the refreshed program.

Most importantly, Flight Attendants should know, as designed, a LOSA and a Service Line Check should never occur on the same flight segment.  If this happens, please advise the LOSA observer for resolution.

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