Passenger Ground Services Overview

A document issued to passengers during check-in, containing their name, flight details, and seat assignment.

The process of accepting and checking in passengers and their baggage before a flight.

The act of ensuring that passengers and their baggage meet all safety and security requirements before a flight.

A type of baggage that can be carried on board an aircraft, subject to size and weight restrictions.

Baggage that is checked in at the airport and loaded into the aircraft's cargo hold.

Items that pose a potential risk to safety on an aircraft, subject to strict regulations during transportation.

Procedures used by ground handling providers to ensure that baggage is properly labeled and tagged for its intended destination.

The refusal of baggage that does not meet safety and security standards for air travel.

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Airport agencies like caterers, baggage handlers, security, law enforcement, and immigration work together to provide seamless passenger services.

PGSAs (Passenger Ground Service Agents) need to understand the various airport and airline ground operations and how they interrelate.

Airports constantly strive to improve efficiency by implementing new technologies to process passengers smoother using existing space within terminals.

The pandemic accelerated the adoption of contactless and touchless services, driven by the rise of low-cost airlines aiming for efficiency and reduced physical space.

PGSAs must familiarize themselves with self-service technologies used by airlines and passengers, such as online check-in, kiosks, e-boarding gates, and electronic/printed boarding passes and baggage tags.

PGSAs are responsible for enforcing international regulations related to passenger and baggage carriage, ensuring compliance with safety and security standards.

Airlines or ground handling companies provide specific training on company procedures and local regulations for PGSAs.

The ISAGO Standards Manual (International Safety Audit for Ground Operations) outlines specific training requirements for PGSAs, highlighting the importance of both initial and ongoing training.

Services related to the movement and handling of aircraft on the ground before and after flights, including pushback, baggage handling, and cargo loading. These services are typically provided by ground handling companies under agreements with airlines.

A specialized service ensuring a plane is properly balanced, minimizing fuel consumption and maximizing safety. It involves calculating weight and distribution of cargo, passengers, and fuel.

Communications that occur between ground personnel and the flight crew, including updates about weather, flight delays, and operational information.

A type of ground handling service involving the transportation and handling of cargo and mail, including loading and unloading onto aircraft. This ensures timely delivery of freight and mail to their destinations.

Services that enhance passenger experience, including aircraft cleaning, catering, and provision of logistics for airline representatives.

A crucial aspect of airline operations that ensures safety and security of passengers and crew. It includes screening passengers, checking bags, and implementing security protocols.

The phase where passengers proceed through security checks, present their boarding passes, and prepare to board the aircraft.

Services including passenger and crew guidance to gates, baggage handling, and security screening of luggage.

The International Civil Aviation Organization (ICAO) sets standards for safety, security, and efficiency of civil aviation.

The International Air Transport Association (IATA) develops regulations and guidelines for its member airlines, focusing on operational efficiency and standardization.

The Transport Security Administration (TSA) in the United States is responsible for ensuring the safety and security of commercial aviation within the country.

The rules and regulations established by the European Union governing air transport, including passenger and baggage handling, safety, and security.

Regulations that address issues related to passenger and baggage carriage, safety, security, and operational aspects of air travel.

Guidelines developed by the IATA for its member airlines, including operational procedures, safety standards, and security measures.

A feature that allows passengers to check-in for multiple flights with a single process, receiving boarding passes and baggage tags for all connecting flights.

A system that enables airlines to manage passenger and baggage information, including check-in, baggage handling, and flight operations.

A system that allows passengers to check in for flights and print their own boarding passes without the assistance of an airline agent.

A digital boarding pass stored on a mobile phone or smart watch, eliminating the need for paper boarding passes.

An automated process that allows passengers to drop off their checked baggage without waiting in line at a check-in counter.

An agent or representative at an airport who assists passengers with check-in, baggage handling, and other travel services.

A type of check-in process that uses a single entry to capture passenger information and their requirements, streamlining the check-in process.