IATA Guidelines for Passenger Ground Services
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Questions and Answers

What is the primary goal of IATA?

  • To simplify processes and improve efficiency (correct)
  • To enhance airport infrastructure
  • To develop new airlines
  • To manage government regulations

PGSAs need to be familiar with local laws relevant to passenger handling.

True (A)

Name one IATA manual relevant to passenger handling.

Passenger Services Conference Resolutions Manual (PSCRM)

Governments of ICAO member states must implement ICAO's guidelines through an act of ______.

<p>parliament</p> Signup and view all the answers

Which of the following is a reason for additional regulations in the US and EU?

<p>To respond to terrorism threats (B)</p> Signup and view all the answers

Match the following manuals with their purposes:

<p>Passenger Services Conference Resolutions Manual = Guidelines for passenger handling Airport Handling Manual = Procedures for airport ground services IATA Safety Audit for Ground Operations = Standards for safety audits Baggage Reference Manual = Rules for baggage handling</p> Signup and view all the answers

What is one of the primary functions of the Departure Control System (DCS)?

<p>To issue boarding passes and baggage tags (B)</p> Signup and view all the answers

IATA works independently without collaboration with other organizations.

<p>False (B)</p> Signup and view all the answers

The same company typically owns both the Computer Reservations System (CRS) and the Departure Control System (DCS).

<p>False (B)</p> Signup and view all the answers

List one of the responsibilities of a PGSA during passenger handling.

<p>Execute IATA guidelines and regulations</p> Signup and view all the answers

Which system is primarily used to check for valid reservations on flights?

<p>Departure Control System (DCS)</p> Signup and view all the answers

Airports, airlines, and ground handlers used to own their own __________ systems in the past.

<p>reservation</p> Signup and view all the answers

Match the system with its primary purpose:

<p>Amadeus = Reservation management Sabre = Passenger processing Navitaire = Ticketing and invoicing Travelport = Global distribution</p> Signup and view all the answers

How many States are members of ICAO as of April 2019?

<p>193 (D)</p> Signup and view all the answers

Which of the following is NOT a function of the Departure Control System (DCS)?

<p>Design airline schedules (D)</p> Signup and view all the answers

What do the ISAGO standards require from personnel providing passenger handling services?

<p>Training in passenger handling functions</p> Signup and view all the answers

The AHM 181 document provides guidelines for passenger agents in cases of suspected communicable diseases.

<p>True (A)</p> Signup and view all the answers

What are the key areas covered by the PSCRM?

<p>Passenger processing, Baggage handling, Cargo/Mail handling, Aircraft handling and loading.</p> Signup and view all the answers

A valid boarding pass is issued after recording passenger information in the DCS.

<p>True (A)</p> Signup and view all the answers

The document that outlines recommendations for handling passengers with disabilities is called AHM _____.

<p>176</p> Signup and view all the answers

Match the following IATA documents with their main focus:

<p>AHM 120 = Handling inadmissible passengers and deportees AHM 176 = Handling passengers with disabilities AHM 181 = Suspected communicable disease guidelines PSCRM = Passenger and baggage handling procedures</p> Signup and view all the answers

Which document provides procedures for Delayed and Lost Baggage tracing?

<p>AHM (D)</p> Signup and view all the answers

The _____ Handling Manual is a guide to recommended industry standards and procedures for ground handling operations.

<p>Airport</p> Signup and view all the answers

What are the four key documents that provide guidance for the handling of passengers and baggage?

<p>AHM, PSCRM, BRM, ISAGO</p> Signup and view all the answers

What is the maximum response time of the CRS for the majority of requests?

<p>2 seconds (A)</p> Signup and view all the answers

The CRS can handle at least 2,000 transactions/inquiries per second.

<p>False (B)</p> Signup and view all the answers

What happens if a user enters a negative number of passengers in the CRS?

<p>The system will identify the invalid input and produce an error message.</p> Signup and view all the answers

The main objective of the Computer Reservation System is to ________________.

<p>provide real-time information about flight availability</p> Signup and view all the answers

Match the features of the CRS with their descriptions:

<p>Real-time information = Information is available instantly Fault tolerance = Recovery from failures User-friendly interface = Easy navigation Authentication = Access control for personal data</p> Signup and view all the answers

What is one way the CRS ensures data integrity?

<p>Only the system administrator can change parameters (B)</p> Signup and view all the answers

The CRS is available every day of the year and at all hours.

<p>True (A)</p> Signup and view all the answers

How does the CRS handle hardware or power failures?

<p>It is able to recover and rollback the databases to their last valid state.</p> Signup and view all the answers

What does CUSS stand for in the context of check-in processes?

<p>Common User Self-Service (C)</p> Signup and view all the answers

Passengers can only check in their baggage at the check-in counter.

<p>False (B)</p> Signup and view all the answers

What is the role of the PGSA during the baggage check-in process?

<p>To verify the passenger's identity and accept baggage.</p> Signup and view all the answers

If the CUSS is able to print the baggage tag, the passenger must affix the baggage tag to their ______.

<p>check-in baggage</p> Signup and view all the answers

Match the following features with their descriptions:

<p>CUSS = Allows passengers to check in themselves DCS = Manages check-in transactions and baggage tags PGSA = Verifies passenger identity during baggage check-in TCI = Handles check-in for connecting flights</p> Signup and view all the answers

What happens if a baggage tag is not printed by the CUSS?

<p>The passenger must proceed to the check-in counter. (B)</p> Signup and view all the answers

Passengers are required to answer questions regarding dangerous goods when tagging their baggage.

<p>True (A)</p> Signup and view all the answers

What does 'automatic through check-in' (TCI) enable for passengers?

<p>It allows passengers to check in for connecting flights and receive boarding passes.</p> Signup and view all the answers

What is the primary function of the Computer Reservations System (CRS)?

<p>Process ticket sales and reservations (C)</p> Signup and view all the answers

The Departure Control System (DCS) is used only by airlines for boarding passengers.

<p>False (B)</p> Signup and view all the answers

What is ISAGO an acronym for?

<p>IATA Safety Audit for Ground Operations</p> Signup and view all the answers

The IATA manual that provides guidelines for airport services is the ______.

<p>Airport Handling Manual</p> Signup and view all the answers

Match the following IATA training courses with their focus areas:

<p>Airport Services–Passenger Handling = Focuses on managing passenger check-in and boarding processes Ground Operations Management = Self-study course on overall ground operations Human Factors for Ground Operations = Covers safety and human error minimization Baggage Handling Services and Systems = In-depth training on baggage processes and technology</p> Signup and view all the answers

Which of the following courses focuses on baggage claims?

<p>Baggage Claims and Proration (C)</p> Signup and view all the answers

A Global Distribution System (GDS) is essential for the operation of a Computer Reservations System (CRS).

<p>True (A)</p> Signup and view all the answers

What manual should an airport operator refer to for ISAGO standards?

<p>ISAGO Standards Manual</p> Signup and view all the answers

Flashcards

IATA Airport Handling Manual

A document developed by IATA that provides guidance and procedures for ground handling operations.

IATA Ground Operations Manual

A document developed by IATA that provides guidance and procedures for ground handling operations.

PSCRM Supplement

A document that supplements the PSCRM (Passenger Service Charge Resolution Manual) and provides specific requirements for ground handling operations.

AHM 176

A document that provides recommendations for the handling of passengers with disabilities.

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AHM 181

A document that provides general guidelines for passenger agents in case of suspected communicable diseases.

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AHM 120

A document that provides procedures for handling inadmissible passengers and deportees.

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BRM (Baggage Reconciliation Manual)

A document that provides procedures for handling delayed and lost baggage.

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ISAGO (IATA Safety Audit for Ground Operations)

A document that outlines industry best practices for ground handling operations.

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Departure Control System (DCS)

A system used to enter passenger information, manage baggage, select seats, and perform security checks before boarding.

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Computer Reservation System (CRS)

A system used by airlines to reserve flights, manage seats, and process ticket transactions.

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Global Distribution System (GDS)

A global network of computer systems that connects travel agents, airlines, and other travel providers.

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Reserving a ticket

The process of securing a flight seat for a passenger.

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Rescheduling a ticket

The process of changing a flight booking to another date or time.

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Canceling a ticket

The process of canceling a flight booking.

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Non-functional requirements

Features of a system that are not directly related to its primary function.

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Functional requirements

Features of a system that describe how it should work or behave.

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What is the function of the Departure Control System (DCS)?

A system used by airlines, ground handlers, or airports to check in and board passengers.

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What is the CRS and how does it connect to GDS?

Airline Reservations System (ARS), which has evolved into "Computer Reservations Systems"(CRS), that interfaces with a "Global Distribution System"(GDS) to connect major airlines.

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What is the purpose of the Computer Reservation System (CRS)?

A system used to manage the reservations and ticketing process for airlines.

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How do CRS and DCS systems work together?

The CRS and DCS work together to manage passenger travel, allowing for efficient booking, check-in, and boarding.

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What is the main purpose of the DCS system?

The purpose of the DCS is to facilitate passenger check-in and boarding.

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What are the core functions of the DCS check-in commands?

The DCS handles check-in commands and manages passenger flow during boarding.

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What is the primary operational benefit of the DCS system?

The DCS system helps airlines manage passenger movement efficiently during departure.

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Why are CRS and DCS systems important in the aviation industry?

The CRS and DCS are essential technology systems for airlines and airports, enabling smooth passenger travel.

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Objective of CRS

The CRS aims to maximize revenue for the airline company by efficiently managing bookings and availability.

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CRS Response Time

The system should respond to user requests within 2 seconds in most cases.

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CRS Throughput

The CRS can handle a high volume of transactions, up to 1,000 inquiries per second.

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CRS Scalability

The CRS should remain operational without any noticeable decrease in speed even as the number of users or flight data grows.

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CRS Availability

The CRS is designed to be accessible at all times, providing real-time flight information.

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CRS Robustness

The system is built to withstand failures and recover quickly, preserving important data.

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CRS Interface Usability

The CRS interface should be user-friendly and similar to other reservation systems.

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CRS Security

The system ensures security measures like authentication and encryption to protect sensitive data.

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What is IATA's primary goal?

The International Air Transport Association (IATA) aims to support airlines by simplifying processes, enhancing passenger convenience, and improving efficiency through cost reduction.

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Who does IATA work with to improve aviation?

IATA collaborates with the International Civil Aviation Organization (ICAO) and organizations like the Airport Council International (ACI) to develop initiatives that promote operational efficiency and cost effectiveness.

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What's expected of a PGSA regarding IATA?

As a Passenger Ground Services Agent (PGSA), it's essential to be knowledgeable of IATA's guidelines and adhere to their regulations during passenger handling.

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How do governments enforce ICAO's standards?

Governments of ICAO's member states are required to translate ICAO's international standards into their national legal frameworks to ensure compliance at their airports.

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Can governments add extra requirements on top of ICAO's standards?

Member states can implement additional safety and security regulations beyond ICAO's requirements based on their unique operating environments and risk assessments, which airlines must then comply with.

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Why should PGSAs be aware of local laws?

It's crucial for PGSAs to understand the specific laws and regulations applicable to passenger handling in the country where an airline operates.

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What additional measures have the US and EU established?

The US and EU have implemented additional safety and security measures beyond international standards, especially after the events of 9/11, which airlines operating in their territories must comply with.

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What are the different levels of regulations PGSAs need to know?

PGSAs must be familiar with international, local, and company regulations to ensure compliance with all passenger handling requirements.

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What is CUSS?

CUSS (Common Use Self Service) is a system that allows passengers to check in for their flights and print their boarding passes independently, without the assistance of an agent.

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What happens when you can't print a baggage tag at CUSS?

When passengers use CUSS but cannot print their baggage tag, they need to go to a check-in counter to have it printed and affixed to their luggage by a PGSA (Passenger Ground Services Agent).

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What does the PGSA do during baggage check-in?

The PGSA (Passenger Ground Services Agent) verifies the passenger's identity at the check-in counter, prints the baggage tag, attaches it to the passenger's baggage, and accepts the luggage.

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What happens when you can print your own baggage tag at CUSS?

If you can print your own baggage tag at CUSS, you attach it to your luggage and drop it off at a designated area in the airport.

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What are self-service baggage drop-off areas?

Self-service baggage drop-off areas allow you to scan your boarding pass to check in, print baggage tags, and drop your bags off without interacting with a check-in agent.

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What role does DCS (Departure Control System) play in baggage check-in?

DCS (Departure Control System) records the entire check-in process, and PGSA can use it to control acceptance of baggage. This ensures everything is properly documented and tracked.

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How is a check-in transaction completed?

A check-in transaction can be completed with agent input and computer responses. It allows generating bag tags, boarding passes, and requesting additional information through agent input.

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What is TCI (Through Check-in)?

TCI (Through Check-in) enables passengers to check in for multiple flights simultaneously and receive boarding passes and baggage tags for all of them. This allows for smooth connections between flights, even if they are operated by different airlines.

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Study Notes

IATA's Role and Guidelines

  • IATA aims to simplify airline processes, enhance passenger convenience, and reduce costs/improve efficiency.
  • IATA collaborates with ICAO and other organizations (like ACI) for efficient initiatives.
  • PGSA (Passenger Ground Services Agent) responsibilities include adherence to IATA guidelines during passenger handling.
  • Relevant IATA manuals (PSCRM, AHM, ISAGO, BRM) and airline/ground handler specific manuals (GOM) are crucial.
  • Governments must implement ICAO's Standards and Recommended Practices (SARPs) legally.
  • Governments can add their own safety/security regulations.
  • US & EU have extra safety/security regulations for airlines, especially post-9/11.
  • PGSA needs to understand local laws for the countries of airline operation.
  • PGSA needs to understand international, local, and company-specific regulations for passenger handling.
  • IATA standards supplement PSCRM; cover passenger/baggage/cargo/aircraft handling, load control, airside management & safety, and agreements/support equipment specifications.
  • Key IATA procedures relevant to PGSAs:
    • AHM 120 (Inadmissible Passengers/Deportees)
    • AHM 176 (Passenger with Disabilities)
    • AHM 181 (Suspected Communicable Disease)

ICAO Membership

  • 193 member states
  • (Note: This is a direct answer to the given data; there is no need to infer the original information was from April 2019).

Key Documents for Passenger and Baggage Handling

  • PSCRM
  • BRM
  • ISAGO
  • AHM

PSCRM Content

  • Part 1 covers:
    • Passenger processing
    • Baggage handling
    • Reservations
    • Miscellaneous procedures.

AHM Focus

  • Covers passenger handling, baggage handling, cargo/mail handling, aircraft handling/loading, load control, airside management/safety, aircraft movement control, ground handling agreements, and ground support equipment specifications.

Delayed/Lost Baggage Procedures

  • BRM (Baggage Reference Manual)

Computer Reservations and Departure Control Systems

  • CRS (Computer Reservation System) evolved to use a Global Distribution System (GDS) to handle reservations.
  • Airlines/ground handlers/airports use DCS (Departure Control System).
  • DCS typically interfaces with CRS to validate flight reservations.
  • Functions of DCS include:
    • Entering passenger information
    • Noting services
    • Selecting seats
    • Adding baggage information
    • Verifying documents/entry requirements
    • Performing security vetting
    • Issuing boarding passes/baggage tags.
  • DCS used for passenger boarding confirmation, cargo dispatch, and aircraft weight/balance optimization.

CRS Objectives

  • Maximize airline revenue
  • (Note: this is just one of the potential objectives; in practice, this would be more nuance).

CRS Functionality

  • The CRS system is available 24/7, handles a large number of transactions per second, has a quick response time, high fault tolerance, real-time flight data, and a graphical user interface.
  • CRS uses encryption to protect data and only allows administrator access to change system parameters.

CRS and GDS (Global Distribution System)

  • CRS interfaces with GDS for most major airlines
  • CRS focus is on handling airline seats vs. hotels (for example).

Types of Computer Systems

  • Various CRS/DCS/GDS companies exist, including Amadeus, Abacus, Travelport, Sabre, Navitaire, and Radixx.

CUSS (Computerised/Automated/Check-in/System)) Optional Functions

  • Passengers can either use automatic check-in facilities that print baggage tags (and drop baggage at the airport), or can check the baggage in at a physical counter.
  • TCI (through check-in): allows passengers to check in for connecting flights by the same or different airlines

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Passenger Ground Services Course Book PDF

Description

This quiz covers the role of IATA in simplifying airline processes and enhancing passenger convenience. It highlights the responsibilities of Passenger Ground Services Agents (PGSAs) in adhering to IATA guidelines and understanding international regulations. The implications of ICAO's Standards and additional safety regulations in various regions are also discussed.

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