Travel Documents and Passenger Services Quiz

• Upon completion of the Passenger Ground Services module, students should be able to understand airline and airport operations, learn check-in and boarding procedures for passengers with special needs, interpret regulatory requirements for passenger and baggage transport, understand computer reservations and departure control systems, and ensure passenger and baggage transport safety and security.
• The module also provides knowledge to provide superior customer service, learn about technological innovations, and add value to employers looking to hire knowledgeable personnel.
• Module topics include airport and airline operations, computer reservations and Departure Control Systems (DCS) functions, passenger and baggage check-in procedures (airport and off-site), conditions of passenger and baggage carriage, boarding procedures, flight close-out messaging, dangerous goods awareness, passenger interactions managing, aviation security procedures, enhanced passenger facilitation, latest innovations, and career opportunities.

Unit 3: Passenger and Baggage Check-In Procedures (Airport and Off-Site)

• Objective is to enable students to use passenger travel documents, apply passenger acceptance procedures, apply procedures for checked and unchecked baggage, describe categories of passengers needing assistance, describe guidelines for assisting passengers upon arrival/during transfer stops, and manage flight irregularities.

Check-in Procedures & Functions

• Module is detailed and focuses on the procedures, knowledge, and expertise related to passenger check-in, baggage processing including passenger documentation, baggage acceptance, handling of different passengers, special passengers (arrival & departure, transfer), and flight irregularity services.

Travel and Health Documentation

• Verify travel documents are in accordance with the regulations published in TIM and TIMATIC.
• Describe passport and visa documentation and regulations.
• Describe the importance of health documentation.
• Describe Advanced Passenger Information System (APIS).
• Describe electronic ticket coupon control concept.

Travel Information Manual (TIM)

• Trusted since 1963 for providing reliable information on entry and health requirements in the air-travel industry.
• Each country listing includes sections for passports (exemptions, validity, admission, transit restrictions for minors, crew, military), visas (exemptions, issue, re-entry permits, transit w/o visa, merchant seamen), health (vaccinations, malaria/yellow fever risk areas, HIV/AIDS, WHO recommendations, health care), airport tax (amount, payment, exemptions), customs and currency (import, export regulations, pets, wildlife), and duty-free allowances.

TIMATIC

• TIMATIC is available in both the airline Departure Control System and Reservations System.
• It provides personalized information based on the passenger's destination, transit points, nationality, and travel document.

Passport

• An international passenger needs a valid passport, issued by a competent public authority as official identification.
• It establishes the bearer's identity and nationality allowing international travel.
• A passport is an official document issued by a competent public authority to nationals or alien residents.
• Other passport documents: Alien passports, Children's Identity Cards, Diplomatic or Consular passports, Official/ Special or service passports, International Red Cross passports, Joint passports, Seaman's discharge books, Military Identity Documents, and Travel Certificates.

Visa

• A consular official enters the visa into a passport or travel document, indicating the bearer is authorized to enter or re-enter the country.
• A visa, transit visa, or visa exemption doesn't ensure admission, as the final decision is made at the port of entry.

Types of Visas

• Sticker VISA
• E-VISA

Document Verification

• Quick checks include:
  • Passport: Check for expired date and validation of all traveling members
  • Check the validity and signature
  • Cover and binding are a good indicator of document validity: check quality, stitching, and binding
• Photo quality is poor it is often a sign of an invalid document

APIS - Advanced Pax Information System

• Many governments want airlines to provide them with customer data electronically for disembarking passengers
• Information collected from APIS is collected at check in or during booking

Electronic ticket (e-ticket)

• An e-ticket reservation can be made through a travel agent, airline office, or on the airline's website to easily find best fares.
• After reservation, an e-ticket exists as a digital record in the airline's computer.
• Customers receive/print an e-ticket itinerary receipt with a record locator/reservation number and e-ticket number, thus limiting the chances of losing an airline ticket.

Distinguishing features on e-ticket itinerary receipts:

• Official ticket number (airline's 3-digit code, 4-digit form number, 6-digit serial number, check digit)
• Carriage terms and conditions (or a reference to them)
• Fare and tax details, fare calculation details, and tour codes
• A fare basis code always identifies fare use
• Summary of fare restrictions specifying change/refund permissions, but not penalties
• Form of payment

Passenger Acceptance

• Explain various methods of check-in.
• Describe check-in counter requirements.
• Explain the booking lists (PNL and ADL).
• Describe various check-in notices.
• Explain the regulations for liquids and gels.
• Describe seating procedures.
• Apply effective passenger acceptance procedures.

Check-in Types

• Manual
• Online
• Kiosk
• Automated
• Through

Check-in counter information

• All check-in counters must have information about dangerous goods prohibited as checked/carry-on baggage and also about passenger rights for flight delays/cancellations.
• Posters or folders with such information available at check-in/ticket counters, airport lounges, and baggage claim areas.
• First/Business Class check-in counters should have airline-stipulated characteristics (flowers, carpets).
• They should offer exclusive service elements pertaining to the class of travel (stationery, lounge cards, boarding card envelopes).

Staff Requirements

• The check-in process must be performed by qualified staff in uniform
• Qualified staff means the following:
  • Staff have airline and industry knowledge
  • Staff who have high level service, with the ability to provide instructions to all customers
  • Highly qualified staff for premium customers in First and Business class
  • Employees speak English
  • Employees who speak the local language

Safety Guidelines for PGSAs

• The airport operations environment is a high pressure one due to the multiple departures of flights and various irregular situations
• Peak traffic periods need compliant, safety measures in practice
  • Maintain vigilance when working with electronic equipment at check-in counters.
  • Request assistance in lifting heavy items and baggage.
  • Immediately report spillage to security authorities after you clear and isolate the area
  • Check that passenger baggage is in good condition before processing them
  • Limit x-ray exposure

Frequent Flyer Program (FFP)

• An airline loyalty program where customers accumulate frequent flyer miles (kilometers, points, segments) based on distance flown on that airline or its partners.
• In recent years, more miles have been awarded for using co-branded credit and debit cards
• Acquired miles can be redeemed for free air travel, other goods/services, or for increased benefits (travel class upgrades, airport lounge access, priority bookings).

Booking List (PNL and ADL)

• The PNL (Passenger Name List) and ADL (Additions and Deletions List) refer to lists of passengers who regularly reserve flights using specific computer systems.
• The names are then made known to checking staff to carry out operations.

Booking List: PNL

• The PGSA selects the passenger, then the PGSA will carry our check-in operations while inputting information
• Data in PNL includes:
  • Passenger names listed in alphabetical order of destination
  • Number of passengers
  • Every passenger's name
  • Connecting flights
  • Special service requests from SSR, which covers standard key terms such as unaccompanied minors (UM)
  • Other information, such as Child, and VIP's
  • Passengers with booking references
  • API data
  • E-ticket data
  • Frequent Flyer status

Passenger Name List (PNL) Procedure

• Airline reservation systems dispatch the PNL automatically to a computer or printer at a certain time.
• An airline flight will be partially adjusted in flight, but must be checked
• Manual stations need accurate PNL checks
• Users can view PNLs and displays authority to change them
• Airline owned DCS stations can update their PNL listings
• Airline DCS providers are updated by airport authorities

ADL (Additional/Deletion/Changelist

• An ADL is done when there is either deletions, changes in bookings. Its functions include:
  • Added bookings
  • deleted Bookings
  • or changed Bookings
  • these lists are processed at a certain time.
  • PNLs are updated by airlines.

Security Questions: Important to Ask Customers

• Standard airline security notices must be displayed at every check-in locations
• Customers are asked to verbally confirm they understand the questions in their native tongue or English, if the passenger cannot answer, they should be displayed prominently.
• The following questions are commonly asked:
  • "Is this your bag and did you pack it yourself?"
  • "Are you certain that there is no item in it which you did not pack?"
  • "Are you certain that there is nothing in your possession that you have been asked to carry for another person?"
  • "Were your bags under your supervision from the time of packing until now?"
• If the answer is "No", the bag must be searched.

LAG - Liquids, Aerosols and Gels

• The ICAO International Civil Aviation Organization defines guidelines
• Restrictions from the ICAO state the LAGs must be in containers with less than 100 ml of capacity
• Placed in a litre bag
• Any plastic bag that would contain these items being presented should be transparent

Policies on LAGs

• All airline passengers are advised to put LAGs in containers that are less than 100ml
• All luggage may only fill up to 1 litre
• All items should comfortably fit in bags
• Exceptions include medicines

Seating

• Most airlines store aircraft seating in software systems.
• The customers must secure their seating for all people aged 2 years and older
• Mothers, children, invalids

Emergency Exit Row Seats

• E. exit rows must be placed with able-bodied adults
• Seat agents must check this
• People not to put:
  • Children whether accompanied or not
  • Incapacitated passengers
  • Expecting mothers
  • Elderly
  • People with pets
  • obese.

Check-in Steps

• The right amount of equipment needed for the boarding process should be kept secure from others
• The check-in includes confirming customers/documents are a match for verification
• Accepting the baggage and issuing tag number to the destination

PGSA:

• Must engage in the following:
  • Smile and greet all customers
  • Review tickets
  • Check customer documents.
  • Weigh all bags
  • Conduct passenger security measures to check customer
  • Offer customers a seat

The Check-in process

• Procedure to accepting passengers on a flight.
• Following this they clear security control where their unchecked bags go
• Next they proceed through the x-ray, get immigration check-in

Closing Information

• Staff must tell all customers their departure gate number number
• Point our claim tags and attach them to the ticket

Prior to boarding

• All documentation Customers should be required to have: A ticket Documents to fly Visa health documentation

EMD - Electronic Miscellaneous Document

• An IATA industry tool for airline sales and tracking of charges

Baggage Allowance & Checks

• Set by operating airline which changes with fares
• Some don't have baggage check-in
• Baggage is tracked by ticket

Special luggage

• Passengers can pay to store luggage.
• They must not exceed 45kg

Other Considerations for Luggage

• Strollers are checked on the plane at no charge
• Child-restraints can be used.
• An employee will help assist a person with disabilities.

Carriage Refusals

In following instances, the aircompany may refuse to let any member fly

• Aircraft Endangering
• State restricted Weight restrictions
• Animal restrictions and dangerous/explosive items

Animal & Escort Restrictions

• Escorts for people with disabilities are exempt from extra fees.

Further PET Travel

• Pets are subject to baggage fees in cabin
• Rodents must be transported as checked baggage.
• Must have proper certification

PGSA checks

• Weigh the Carry on Attach carry on tag be aware of restricted items

Gate protocols

Check for oversize or heavy pieces alert customers if documentation of medication is needed

• Tag all bags
• Count and record pieces.
• Notify where to collect all pieces

Baggage Handlers

• The BHS contains areas for sorting, check and loading

Luggage Policies

• Important ones Expectant ones Infants

PRM category lists

Important to know what is needed for: BLND Passengers with disabilities WCHR WCHS WCHC

Medical Protocols

• Medically compromised passengers can take measures and should be provided

Following conditions known MEDA Leg issues OXYgen seats

Other Passenger types

• Deported can come escort
• Passenger has law violations

Passengers allowed or not admitted to a country

• Inadmissible individuals can be rejected from entering the country
• If law is violated, rejected to re-enter the country

Disruptive passengers

Can be removed for bad speech Alert for possibility of unruly passenger

This quiz covers essential aspects of travel documents like passports and visas, and passenger ground services in airline operations. It focuses on the purpose and verification of documents, entry requirements, and assisting passengers during travel disruptions.