Passenger Ground Services Course - Module 1 & 2

Passenger Ground Services Course Book (PGSCB) - Module 1 & 2 Summary

• PGSA Role: Passenger Ground Services Agents (PGSAs), employed by airlines, ground handlers, or airport management companies, are the initial point of contact for passengers. Their duties encompass passenger and baggage check-in, document verification, seat allocation, boarding pass issuance, safety/security compliance, and passenger assistance.

Module 1: Introduction to Airport & Airline Ground Operations

• Airport Operational System: Airports function as a complex system with multiple agencies (airport management, police, customs, immigration, security, ground handling agents, air traffic controllers) facilitating passenger, baggage, cargo, and mail movement efficiently and safely.

• Airline Operational Requirements: Airlines need comprehensive ground handling support in areas like passenger handling, ramp services, load control, communications, flight operations, cargo/mail, support services, security, and maintenance/engineering.

• Regulatory Framework: PGSAs must adhere to international regulations set by ICAO (with 19 annexes) and national/company regulations. IATA's AHM, ISAGO, and PSCRM provide essential guidance.

• Technological Advancements: Technology, including self-service kiosks and electronic/mobile boarding passes, has significantly altered check-in and boarding processes. PGSAs must adapt to these changes to effectively assist passengers. These changes were accelerated by the worldwide pandemic.

• Agency Interactions: PGSAs interact with government agencies (regulatory bodies, law enforcement/security), airline operators, airport owners/operators, airfreight/postal services, air crews, ground staff, and suppliers to ensure smooth operations.

Module 2: Computer Reservations and Departure Control Systems Function

• Computer Reservation System (CRS) Purpose: CRS (now largely via Global Distribution Systems - GDS), are used for flight booking, confirmation, cancellation, and ticketing.

• Departure Control System (DCS) Purpose: DCS facilitates passenger check-in, seat selection, baggage tagging, document verification, security checks, boarding pass issuance, and flight count tracking. It connects to the CRS.

• System Providers: Major CRS/GDS providers include Amadeus, Abacus, Travelport, Sabre, Navitaire, and Radixx. PGSAs must be trained on their specific employer's system.

This quiz covers the essential concepts from Modules 1 and 2 of the Passenger Ground Services Course Book. It provides an overview of the roles, responsibilities, and operational systems related to airport and airline ground operations, highlighting key areas such as passenger handling and safety compliance.