Passenger Aircraft and Its Services PDF

TH2105 THE PASSENGER AIRCRAFT AND ITS SERVICES Passenger Aircraft A passenger aircraft is defined as air transportation used for domestic and international passenger service traveling from one place to another. The type of aircraft determines the maximum flight d...

TH2105 THE PASSENGER AIRCRAFT AND ITS SERVICES Passenger Aircraft A passenger aircraft is defined as air transportation used for domestic and international passenger service traveling from one place to another. The type of aircraft determines the maximum flight distance, passenger capacity, seating arrangements, and availability of meal service (Dileep, 2019). Most aircraft can be divided into two (2) broad categories (Mancini, 2013): Prop Planes. These are aircraft driven by propellers or props. They are smaller, relatively slow (with 300 miles per hour (mph) speed), and travel short distances. Jet Aircraft. These aircraft fly faster (with 520 to 560 mph speed), travel longer distances, and are larger. These have two (2) variations based on their configuration: narrow-body and wide-body. Configuration refers to the way seating is arranged within the aircraft. o Narrow-body Jet - This jet usually carries fewer than 200 passengers and is called a regional jet or commuter jet. Its seating configuration for its economy class might have three (3) seats on the left, an aisle, and three (3) seats on the right. Its first class might have two (2) seats on the left, an aisle, and two (2) seats on the right. Examples of narrow-body jets are Airbus A320, Airbus A321 Neo, Boeing 717, and Boeing 727. Refer to Figure 1 for the sample interior of a narrow-body jet. o Wide-body Jet – This jet is larger and has two (2) aisles. Its economy class configuration might have two (2) seats, an aisle, four (4) seats, another aisle, and two (2) seats. Its first class configuration might have two (2) seats, an aisle, two (2) seats, another aisle, and two (2) seats. It can carry over 200 passengers and is also called a jumbo jet. Examples of wide-body jets are Airbus 340, Airbus 350, Boeing 777, and Boeing 787. Figure 1: Interior Arrangement of Narrow-Body, Single-Aisle Transport Aircraft Source: https://history.nasa.gov/SP-468/ch13-5.htm 03 Handout 1 *Property of STI  [email protected] Page 1 of 11  TH2105 Figure 2: Interior Arrangement of Wide-Body, Double Aisle Transport Aircraft Source: https://history.nasa.gov/SP-468/ch13-5.htm To meet the demand of the growing travelers nowadays, it is but empirical to take flights onboard an aircraft than taking other means, since this is the fastest mode of transportation compared with other means of transportation. This is also why manufacturing companies are producing more new aircraft models to cater to the travel needs of the passengers and give them luxury and comfort during their flight. Components of an Aircraft The aircraft is undoubtedly a remarkable feat of engineering. For the past century, the components of an aircraft have evolved to make flights more efficient, safer, and faster. Aircraft come in different shapes and sizes, depending on their use ⎯ commercial, general, or military. Figure 3 shows the structural components of an aircraft and its functions. Figure 3: Airplane Parts and Functions Source: https://www.grc.nasa.gov/www/k-12/airplane/airplane.html 03 Handout 1 *Property of STI  [email protected] Page 2 of 11  TH2105 Fuselage – This is the main structure of the aircraft, which contains the cockpit or flight deck and the passenger and cargo compartments. It connects the major parts of an aircraft and carries the payload. Cockpit – This is located in front of the fuselage where the pilot sits. It is the command and control center of the aircraft. Wings – These are commonly known as foils, which are imperative for flight. The airflow over the wings generates most of the lifting force necessary for a flight. The wings are consist of the following parts: o Winglet – This is used in modern airlines to reduce drag (the force that opposes an aircraft’s motion through the air) located on the wings’ tips. o Aileron – This is the outer hinged part of the wing. It is used to roll the wings from side to side or change roll. o Spoiler – This is the hinged plate on the top portion of the wings. It is used to slow an aircraft or make an aircraft descend if deployed on both wings. It can also generate a rolling motion for an aircraft if deployed on only one (1) wing (used in changing lift, drag, and roll). o Flap – This is an additional hinged at the rear sections near the body of the aircraft. It is deployed downward on takeoff and landing to increase the wings’ force (used in increasing lift and drag). o Slat – This is used at takeoff and landing to produce additional force or increase lift during low- speed operations such as takeoff, initial climb, approach, and landing. Turbine Engine – This is located beneath the wing and provides the thrust to overcome drag and pushes the airplane forward through the air. Tail – This is located at the end of the aircraft, providing stability and control. It is also known as the empennage. It consists of the following parts: o Horizontal Stabilizer – This prevents an up-and-down motion of the nose, which is called pitch. o Elevator – This is the hinged part of the horizontal stabilizer. It is used to deflect the tail up and down or change pitch. o Vertical Stabilizer – This keeps the plane’s nose from swinging from side to side, which is called yaw. o Rudder – This is the hinged part of the vertical stabilizer, used to deflect the tail to the left and right or change yaw. Aircraft Cabin An aircraft cabin is the interior section of an aircraft. The interior layout of an aircraft directly impacts passenger comfort and the revenue of an airline. Airline companies can generate more revenue by installing the maximum number of seats on an aircraft and limiting the space offered to passengers. However, passenger satisfaction also increases by providing more comfortable seats that occupy more space in the aircraft (Law, 2019). In which case, airlines often design their aircraft to match their market needs. For example, leisure destinations attract leisure travelers who are price-sensitive, while metropolitan destinations draw business travelers who are willing to pay more for better service. Airlines deploy different aircraft with specific configurations to minimize cost and maximize revenue. Airline companies design their cabin interiors based on aircraft use. Most full-service network carriers offer two (2), three (3), or four (4) service cabins, while most low-cost carriers offer a single-class service. Aircraft cabin can be separated into the following four (4) categories (Law, 2019): First Class – The first class section of an aircraft is generally the most luxurious and expensive, consisting 03 Handout 1 *Property of STI  [email protected] Page 3 of 11  TH2105 of a small number of seats on each flight. First class cabins offer privacy, space, and more comfortable seating to provide a more relaxing environment for passengers. It is also referred to as upper class or premier service having the highest class of service on the aircraft. It consists of large reclining seats and is located in front of the aircraft. First class passengers may have the following advantages (Lim, 2017): o Before boarding: ▪ First class tickets are fully changeable and refundable without incurring a penalty to some airlines; ▪ Free chauffeur-driven limousine service from the passenger’s home to the airport is offered by some airlines; ▪ Late check-in with their separate check-in counters to avoid queue; and ▪ There are private airline waiting lounges, usually with free food and beverage, television, newspapers, computer facilities, and showers. o During the flight: ▪ Larger seats with wide legroom; ▪ Personalized cabin service (passenger is addressed by his/her name); ▪ Champagne reception or minibar; ▪ Better quality of food and beverage (throughout the flight); ▪ Foodservice on chinaware and silver cutlery; ▪ Personal and wider entertainment options; and ▪ Priority when disembarking from aircraft on arrival. o On arrival: ▪ Priority baggage collection; and ▪ Private rooms and shower facilities can be used in between flights. Business Class – This is also referred to as an executive class, which business travelers traditionally purchase. It offers more comfortable for passengers than the economy class. It consists of larger seats and a workstation that provides passengers with additional space to rest and work. Business-class tickets can also be rebooked and are refundable. In a four-cabin service aircraft, the seats in the business class cannot be turned into a bed like the first class, but more legroom is offered compared to premium economy class. Some airlines offer business class as the highest level of service on a two-cabin service aircraft, and in such cases, the features may be likened to that of first class. Premium Economy Class – This is largely similar to an economy class but with a considerably larger seat and has more legroom. Many airlines offer this extra class of service on long-haul flights to satisfy the needs of passengers who are willing to pay extra for a little more comfort. Passengers in premium economy class enjoy some added space and often more comfortable seats than economy class. Some airlines sell premium economy class as an additional class of service, while some only offer this to their highest tier frequent travelers as incentives. Economy Class – This is the cheapest class that offers standard seats and makes up the most seats on an aircraft. Most seats on any aircraft are allocated to economy passengers, and the economy class tickets are usually non-changeable and non-refundable. Compared with first class and business class, economy class seats are narrower and have limited space. Many low-cost airlines are offering single- class service with economy class only. 03 Handout 1 *Property of STI  [email protected] Page 4 of 11  TH2105 Below is an example of a cabin layout showing the four (4) categories: Figure 4: Cabin Layout Example Source: Law, C. (2019). Flight attendant’s essential guide: From passenger relations to challenging situations (p.22) Airlines configure their aircraft in different ways based upon the number of classes of service offered and the number of seats in each cabin class. The most common configuration is having the first-class located at the front of the fuselage, followed by the business and economy classes. Some airlines, such as the Emirates and Lufthansa, operate aircraft with two (2) floors (e.g., Boeing B747 and Airbus A380), allowing more configuration options. Cabin Facilities Various facilities are installed in the aircraft cabin. Flight attendants use these facilities to offer amenities and services to passengers, such as a galley for preparing meals and the flight attendant panel for adjusting lights and temperature to create a comfortable atmosphere that can increase passenger satisfaction. The following are the cabin facilities and their functions (Law, 2019): Galley – It is where food is prepared on an aircraft. Most food items are pre-prepared by ground catering facilities, and the galley serves an area to store and reheat them. With increasing passenger capacity and aircraft size, multiple galley units are installed (generally found up front and rear of the fuselage known as aft) on most aircraft to provide sufficient in-flight meals for passengers. Some galleys also serve as a cabin divider to separate passenger classes. Lavatory – Lavatory cubicles are located at different positions in the aircraft cabin to satisfy passengers’ bathroom needs. Airlines install multiple lavatory cubicles based on the aircraft design and configuration. Some airlines have reduced the number of lavatories to allow additional seat installation and increase passenger capacity. Lavatories are usually installed in different cabin classes to reduce waiting time. Flight Attendant Panel (FAP) – It is the master panel for the chief purser (chief flight attendant) to control the cabin environment. The panel consists of different indicators and switches to allow flight attendants to monitor safety and service items on an aircraft. It usually consists of light and temperature control, boarding music control, and a water and wastes indicator. It consists of the following systems: o In-flight Entertainment Control – It allows flight attendants to operate the entertainment system for passengers – a centralized computer stores all aircraft programs that offer audio and video on demand (AVOD) systems. Passengers will be able to select a program from the personal screen in front of them. o Temperature Control System – It is where the general temperature inside the aircraft cabin is controlled. It is usually controlled from the cockpit, but flight attendants can adjust it from the 03 Handout 1 *Property of STI  [email protected] Page 5 of 11  TH2105 main cabin. o Public Announcement System – It is used by flight attendants to make public addresses for internal communication. Handsets are similar to a telephone and are located near the jump seat. Speakers are installed throughout the cabin to allow flight attendants to inform the passengers of important announcements and information. A set of light indicators is installed in the jump seat area with various colors to identify who is making the call: ▪ Pink light – This indicates a call from the cockpit crew. ▪ Green light – This indicates a call from another cabin crew station. ▪ Blue light – This indicates a call from the service button by a passenger seat. ▪ Yellow light – This indicates a call from the service button in a lavatory. Crew Bunk – It is also known as the crew rest compartment where flight attendants rest, especially during long-haul flights. It is fitted with beds, blankets, pillows, and emergency equipment. The location of the crew bunk varies depending on the type of aircraft. Aircraft Exits – These are installed on multiple areas of an aircraft. Passengers board and disembark the aircraft from the main door to the fuselage’s left while other doors function as the service door. All doors on the aircraft also serve as emergency exits during passenger evacuation. Doors are given codes to represent their location on an aircraft, such as L1 (first door on the left side) and R1 (first door on the right side). Triangle Marker – It is a black triangle marker placed above-selected windows on both sides of the cabin wall. The triangle indicates the leading and trailing edges of the wings connecting to the aircraft fuselage. It shows the best position from which the flight crew can visually inspect the wings’ condition inside the cabin, especially during winter. Onboard Passenger Facilities The onboard passenger facilities can be defined as the tangible products that an airline offers its passengers to meet the highest standard of luxury while onboard (Hall, 2017). The different onboard passenger facilities and their functions are the following (Law, 2019): Passenger Seat. The type of seat can be pre-booked during reservations or arranged by a ground service agent at check-in. Passengers can choose from the following seat options: Aisle Seat. This is located along both sides of the aisle inside an aircraft. Passengers in this type of seat have easy access to the corridor and have additional legroom. Middle Seat. This is located between two (2) seats. It is situated between the window seat and the aisle seat and is a less popular choice for passengers. Window Seat. This is located on the sides of the cabin next to a window. It is popular with passengers who prefer a wall to lean on while sleeping and get a bird’s eye view of the scenery outside the aircraft. Bulkhead Seat. This is a row of seats where passenger legroom extends to the divider wall instead of seats directly in front. It is a typical option for disabled passengers and passengers traveling with infants. Exit Rows Seat. This is located next to over-the-wing exits or full-sized exit doors where additional legroom is offered. Some passengers are not allowed to be assigned in the exit seating, including children, pregnant passengers, and disabled passengers, as passengers in the exit row seats must assist the flight attendant during an emergency. Seats may be reclined electronically and/or manually, depending on their type. The first and business classes often have electronic reclining seats installed, while manual seats are in the economy class. 03 Handout 1 *Property of STI  [email protected] Page 6 of 11  TH2105 The following are the basic features of passenger seats: Armrests. It is a feature on a seat where passengers can rest their arms. First and business class seats’ armrests are fixed, and some seat designs use the space on the armrest has a cup holder, storage, or a meal tray table. The economy class seats’ armrests are simpler and adjustable and may be used to store the control of the auxiliary and entertainment system. Headrest. This seat feature may be adjusted to create more comfort with greater support for the head on some aircraft. Some airlines also offer winged headrests, which can be extended for additional support. Fold-down/fold-out Tray Table. All seats are equipped with a table that passengers can use for meals and work, while others use it for sleeping. Footrest. It is a support used to elevate the foot while passengers are seated. It is often found on first and business-class passenger seats and can be raised from the bottom of the seat. In-Flight Seat Belt. This can be found in all seats inside the aircraft cabin. It is designed to keep passengers in their seats during takeoff and landing and common events such as turbulence or collision on the runway. Passenger’s Seat Pocket. Each passenger has his/her seat pocket or shared seat pocket in designated seating areas. Airlines use seat pockets to distribute different publications for passengers, including the following: o In-flight magazine. This reading material often includes short articles on festivals, museum openings or new exhibits, wine tasting, theater, and other events targeted towards tourists. o In-flight entertainment guide. This contains the latest information about the in-flight entertainment system. It lists a synopsis of the movies, videos, and audio programs loaded into the airline entertainment system. o Duty-free magazine. This contains the duty-free merchandise that an airline offers on a flight and is distributed only on international flights, as domestic passengers are not entitled to purchase duty-free goods. o Safety instructions card. It is a document that demonstrates safety features on an aircraft, including evacuation procedures and paths. It also contains graphic images with limited writing, making it self-explanatory to passengers who speak different languages. o Airsickness bag. This is provided for each passenger and used for those who get motion sickness. Baggage Storage. Passengers may store their carry-on baggage in the overhead bin or the space beneath the seat in front. The sizes of overhead bins vary across aircraft types, and it has two (2) designs: self-bin and pivot and translating. Self-bin. This kind of storage cabinet opens outward and up. They are often found as an outboard overhead storage bin on older interior designs. Pivot and translating. This kind of storage cabinet is designed to open out and down. They have a controlled rate of opening and provide better visibility during opening and closing. Passenger Service Unit (PSU). This is located above each seat in the overhead panel above the passenger seats in the cabin. It contains reading lights, loudspeakers, illuminated signs, automatically deployed oxygen masks, and louvers that provide conditioned air. In-Flight Entertainment (IFE) System. This is installed on the seat’s headrest in front or as a foldaway, allowing passengers to display their monitor and choose their movies and programs. 03 Handout 1 *Property of STI  [email protected] Page 7 of 11  TH2105 Other facilities and amenities. The following facilities and amenities are offered free of charge to full-network carrier passengers, while for purchase to low-cost carrier passengers: Pillow and blanket. These are offered to passengers to increase comfort during their flight. First and business class passengers often get them as part of their standard service, while economy class passengers receive them for long-haul flights. Overnight kit. This is distributed to first and business-class passengers for long-haul trips. Select airlines offer pajamas and slippers to first and business class as part of the overnight accessories. Toiletries. These are provided in the lavatory shared by passengers. These are placed next to the sink, and passengers are free to use them. Headphones. These are specially designed and may only be used on the aircraft entertainment system since they are incompatible with any other electronic device. Child kit. This is distributed to young passengers. It consists of onboard activities and snacks to keep children busy throughout the flight. Phases of a Flight Every aspect of the phases of a flight includes the standard operating procedure (SOP) the cabin crew and pilots must practice. It is a step-by-step process that cannot be done randomly to prevent unexpected situations. The following are the phases of a flight: 1. Pre-departure. This is the preparation time for a flight. The pilots will begin walking around the aircraft to check for abnormalities such as oil leaks, tire wear, or damaged control surfaces. Then they will program all of the computers in the flight deck following their flight plan, check the fuel, and commence all prestart and system checks before passenger boarding. The cabin crew checks pieces of emergency equipment in their allocated areas, ensures harnesses/seatbelts are adjusted to appropriate fit, and checks catering supplies before conducting the final security check of the cabin before passenger boarding. 2. Clearance to Taxi. This is done once the aircraft is boarded with passengers and cargo and all doors are closed. The pilots will then obtain a ground clearance from the airport control tower to taxi. The aircraft is pushed back with a tug, and when it is clear to power under its own steam, the tug is unhooked, and the aircraft will taxi to the takeoff runway. 3. Takeoff. This is when an aircraft accelerates to a flying speed that is particular to every flight. The landing gear is retracted once it becomes airborne. The actual takeoff speed and distance required for every flight vary due to these factors: pressure height, wind speed and direction, aircraft weight, air temperature, flap setting, runway gradient, and clearance and operational requirements. 4. Initial Climb. This is when pilots reduce from takeoff power to a lesser thrust to climb once a safe altitude has been reached. The wheels are retracted once the aircraft is airborne to minimize drag and help lift the airplane. 5. Climb to Cruise Altitude. This usually happens five (5) minutes into the climb, and the passenger seatbelt sign is turned off. It is the cue for flight attendants to unbuckle their seatbelts and commence the inflight service. At the same time, the cabin manager makes the post-takeoff announcement. 6. Cruise Altitude. This is where the bulk of the flight is spent. The optimum cruise altitude depends on the aircraft’s weight, and usually, an aircraft will ascend as the flight progresses and the fuel weight is burnt off. 7. Descent. This is the decrease in altitude from the cruise altitude to the initial approach altitude. It happens approximately 20 minutes from the estimated time of arrival (ETA). The seatbelt sign will be turned on at about 10 minutes before the landing, enabling the cabin crew to do a ‘final secure’ of the 03 Handout 1 *Property of STI  [email protected] Page 8 of 11  TH2105 cabin for landing. 8. Approach. This is when the aircraft has to be configured for landing and is predetermined at the flight planning stage. The aircraft will gradually slow down, its wheels will be lowered, it will line up on what they call ‘final,’ it will continue to approach the path and then land. 9. Landing. This is the critical stage of a flight. It is where the aircraft slows to such an extent that it is inches away from the ground. The landing speed is different for every flight and is dependent on the same factors as for takeoff. 10. Taxi to the terminal. This refers to maneuvering from the runway after landing to the terminal via the taxiways to a designated arrival bay. 11. Post-flight. This is where the cabin crew is replaced or retained to start over for the next leg. Ground Handling Services Ground handling is an integral part of airline operations. Ground handling refers to the wide range of services provided to address the service requirements of an aircraft between the time it arrives at a terminal gate and the time it departs on its next flight. The following are the major categories of ground handling services: Cabin services – These services ensure passenger comfort, which is the primary aim of these services. These include cleaning the cabin and replenishing onboard consumables (e.g., soap, tissues, toilet paper, reading materials) and washable items (e.g., pillows and blankets). Catering services – These services include unloading unused food and drink, emptying trash-filled trolleys from the previous flight, and loading fresh ones. The meal preparation is also included to minimize the amount of preparation required in the air. Ramp services – These services include the following: guiding the aircraft in and out of the parking position, towing with pushback tractors and passenger stairs, draining of the lavatories, de-icing of snow or frost, handling of luggage, and refueling. Field operation services – These include dispatching the aircraft and maintaining communication with the rest of the airline operation staff at the airport and with the Air Traffic Control. Passenger services – These include the following services in the airport terminal: o Ticketing. This is provided at most terminals for on-the-spot purchase, although most passengers will arrive at the airport with tickets in hand. o Check-in. This is when customer service agents assist passengers with the check-in process, verify documentation, tag and process checked baggage, and ensure that cabin baggage conforms to regulated size, weight, and content. o Over-sized Baggage. This involves the acceptance of passenger’s over-sized or heavy baggage items. o Lobby Management. This is when passenger service agents ensure that the appropriate number of check-in desks are available, staffed, have the appropriate identification signage, and direct and control the flow of passengers in an orderly and efficient manner. o Irregular Operations. This is when customer service agents accommodate irregular operations requirements such as rebooking passengers who have missed connections or providing meal and accommodation vouchers, or alternate transportation arrangements, in the event of delay or cancellation of flights. o Special Needs Handling. This is when customer service agents arrange wheelchairs or other transport to the departure gate for mobility-impaired passengers. It is also the process to 03 Handout 1 *Property of STI  [email protected] Page 9 of 11  TH2105 safeguard and supervise any unaccompanied minors (UMs) from check-in to aircraft boarding and from aircraft deplaning to release to a parent or other authorized person. o Gate Assignment. This is done in coordination with the airport authority, where aircraft gates will be assigned. The gate information will then be relayed to the passengers through an audio announcement. o Lounge Management. This involves managing lounge services provided to qualified passengers in the business and first before and/or after their flight. o Aircraft Boarding. This is when ground agents make appropriate boarding announcements, conduct final passenger screening and document verification, and provide a final passenger manifest and customer documentation to the aircraft crew. Ground agents will have to ensure passenger safety while on the ramp if passengers must be bussed to the aircraft or otherwise be compelled to walk on the ramp. o Aircraft Disembarkation. This is when ground staff members receive any inbound customs paperwork, accept arriving passengers at the aircraft, and facilitate their transfer to the terminal building, dealing as necessary with issues arising from inbound delay, cancellation, or connecting flights. o Baggage Services. This is when ground agents assist with lost, misdirected, or damaged passenger baggage. References: All Weather, Inc. (n.d.). NAS Information Display System. Retrieved August 4, 2021, from https://www.allweatherinc.com/programs/flexids/ Dileep, M. (2019). Tourism, transport, and travel management. Routledge. Double M Aviation. (2018, August 20). Aircraft categories and classes explained. Retrieved August 3, 2021, from https://doublemaviation.com/aircraft-categories-and-classes/ Infohas Aviation & Hospitality Training and Manpower. (n.d.). Phases of flight. Retrieved August 4, 2021, from https://www.infohas.ma/en/phases-of-flight/ Law, C. (2019). Flight attendant’s essential guide: From passenger relations to challenging situations. BrownWalker Press. Retrieved July 2, 2021, from https://rk1bukz.cf/book.php?id=a_ecDwAAQBAJ Lim, R. (2017). Understanding travel and tours essentials. Mindshapers Co., Inc. Mancini, M. (2013). Access: Introduction to travel and tourism (2nd ed.). Cengage Learning. National Aeronautics and Space Administration. (n.d.). Airplane parts and function. Retrieved August 4, 2021, from https://www.grc.nasa.gov/www/k-12/airplane/airplane.html National Aeronautics and Space Administration. (n.d.). Part II: The jet age. Retrieved August 3, 2021, from Quest for Performance: The Evolution of Modern Aircraft: https://history.nasa.gov/SP-468/ch13- 5.htm SKYbrary. (n.d.). Ground handling. Retrieved August 9, 2021, from https://www.skybrary.aero/index.php/ Ground_Handling#:~:text=In%20aviation%2C%20the%20term%20%22ground,service%20and%20ram p%20service%20functions. 03 Handout 1 *Property of STI  [email protected] Page 10 of 11  TH2105 03 Handout 1 *Property of STI  [email protected] Page 11 of 11