STARLUX Passenger Service Policy PDF

Copyright © 2024 STARLUX AOD Training Material. All rights reserved. Passenger Service Policy CH01-Passenger Acceptance Version: 13...

Copyright © 2024 STARLUX AOD Training Material. All rights reserved. Passenger Service Policy CH01-Passenger Acceptance Version: 13 Revise Date: JUL2024 Department: AOD-AOP-STS Document No.:AOD-AOP-I-001 Reference: STARLUX-AOD-003-PHM Rev.13 CH01-Passenger Acceptance – Ver13/ JUL2024 1  Copyright © 2024 STARLUX AOD Training Material. All rights reserved. Declaration 1. The most current policy shall refer to AOD MMO, Notice and the operational manuals in DOC that the training material is for internal training use only and the content may not be the most updated. 2. The training material is uncontrolled when being printed out or shared with non-STARLUX Airlines employees. CH01-Passenger Acceptance – Ver13/ JUL2024 2  Copyright © 2024 STARLUX AOD Training Material. All rights reserved. About Content The text with underline stands for the latest updated information. The text in RED stands for important content. Shall / Must for mandatory requirement. Should / May for preferred requirement. CH01-Passenger Acceptance – Ver13/ JUL2024 3  Copyright © 2024 STARLUX AOD Training Material. All rights reserved. Revision Highlight Page Content P.18 Updated Organization chart P.59、P.82 Revise children age limitation to lounge P.98 Revise station difference for check-in channel P.110-P.111 Add EXML P.131 Add meal compensation table for first class late booking P.140 Add boarding announcement policy CH01-Passenger Acceptance – Ver13/ JUL2024 4  Copyright © 2024 STARLUX AOD Training Material. All rights reserved. Agenda No Topic 01 STARLUX Introduction 02 General 03 Preparation 04 Passenger Acceptance 05 Boarding 06 Post Flight 07 Arrival 08 Aviation Security Threat 09 Security Measures 10 TSA Secure Flight Program for US Flight CH01-Passenger Acceptance – Ver13/ JUL2024 5  Copyright © 2024 STARLUX AOD Training Material. All rights reserved. Table of contents 01. STARLUX Introduction STARLUX Identification STARLUX Organization Ground Support Equipment STARLUX Route STARLUX Interline Agreement STARLUX Job Title STARLUX Systems STARLUX Cabin Layout CH01-Passenger Acceptance – Ver13/ JUL2024 6  Copyright © 2024 STARLUX AOD Training Material. All rights reserved. Table of contents 02. General COSMILE Ancillary Service First Class Service CH01-Passenger Acceptance – Ver13/ JUL2024 7  Copyright © 2024 STARLUX AOD Training Material. All rights reserved. Table of contents 03. Preparation Before Open Check-In Counter Mandatory Operational Items Pre-flight Briefing Debriefing Controlled Item Management Airport Pass Management CH01-Passenger Acceptance – Ver13/ JUL2024 8  Copyright © 2024 STARLUX AOD Training Material. All rights reserved. Table of contents 04. Passenger Acceptance Check-in Type Self-Baggage Drop (SBD) for TPE Station Boarding Pass Layout Flight Departure Timeframe JX Flow Non-Standard Weight Group Confirm Tickets and Travel Documents Name Modification Special Meal Emergency Exit Seat Reprint Boarding Pass CH01-Passenger Acceptance – Ver13/ JUL2024 9  Copyright © 2024 STARLUX AOD Training Material. All rights reserved. Table of contents 04. Passenger Acceptance Baggage Acceptance Transit & Transfer Through Check-in Through Check-in Baggage Standby Passenger Passenger Regrade Voluntary Upgrade STARLUX Courteous Program (SCP) Voluntary Downgrade CH01-Passenger Acceptance – Ver13/ JUL2024 10  Copyright © 2024 STARLUX AOD Training Material. All rights reserved. Table of contents 05. Boarding Check General Declaration (GD) Boarding Announcement Boarding Priority Aircraft Security Check Boarding Control Onboard Document Load Sheet Offload Passengers Miss / Wrongly Offload Passenger’s Baggage CH01-Passenger Acceptance – Ver13/ JUL2024 11  Copyright © 2024 STARLUX AOD Training Material. All rights reserved. Table of contents 06. Post Flight Post Flight 07. Arrival Arrival Arrival Flight of Transfer Passenger CH01-Passenger Acceptance – Ver13/ JUL2024 12  Copyright © 2024 STARLUX AOD Training Material. All rights reserved. Table of contents 08. Aviation Security Threat High Risk Flight Enhanced Security Measures for High-Risk Flight 09. Security Measures Security Measures Behavior & Appearance Detection CH01-Passenger Acceptance – Ver13/ JUL2024 13  Copyright © 2024 STARLUX AOD Training Material. All rights reserved. Table of contents 10. TSA Secure Flight Program for US Flight General TSA Secure Flight Program Passenger Prescreening Interview CH01-Passenger Acceptance – Ver13/ JUL2024 14  Copyright © 2024 STARLUX AOD Training Material. All rights reserved. 01. STARLUX Introduction CH01-Passenger Acceptance – Ver13/ JUL2024 15  Copyright © 2024 STARLUX AOD Training Material. All rights reserved. STARLUX Identification IATA Code JX ICAO Code SJX Call Sign STARWALKER Aircraft Type Airbus A321-neo / A330-941 / A350-941 B-58201~ (A321-neo) Registration Number B-58301~ (A330-941) B-58501~ (A350-941) Ticketing Code 189-xxxxxxxxxx (13digits) Loading Container AKH / AKE (Cargo) AKH AKE CH01-Passenger Acceptance – Ver13/ JUL2024 16  Copyright © 2024 STARLUX AOD Training Material. All rights reserved. AOD Organization Chart AOD Headquarters Airport Operations Division Airport AMP AOP TAP TAO Operations Operation Policy Dept. Management Dept. POS SQS STS Policy Standard & Airport Planning Sec. Quality Service Assurance Sec. Training Sec. OSS S1S S2S AAS Loading Station Station Contract Control Operations Operations Consulting & Standard & Management Management Administrativ Management Sec I Sec II e Support Sec. Sec. CH01-Passenger Acceptance – Ver13/ JUL2024 17  Copyright © 2024 STARLUX AOD Training Material. All rights reserved. AOD Organization Chart AOD Airport TAP TAO Taichung Airport Taoyuan Airport Office Operations Dept. TOS ARS LCS Airport Airport Load Control Administration Customer Sec. Sec. Service Sec. CH01-Passenger Acceptance – Ver13/ JUL2024 18  Copyright © 2024 STARLUX AOD Training Material. All rights reserved. STARLUX Organization JX EIP LINK Airport Operation Mostly Related Abbreviation Full Name Department/Section OCC Operations Control Center RMS : Reservation Management Sec. CED Customer Service Division PCP : Customer Services Dept. ACT : ACT- Security Team CFD Corporate Safety Division AGT : Dangerous Goods Management Team CCD Cabin Crew Division FOD Flight Operations Division EMD Engineering and Maintenance Division FID Finance Division PXS : Revenue Accounting Sec. SHD Occupational Safety and Health Division CGD Cargo Division GHD Ground Handling Division CSD Cabin Service Division ISD Information Security Division LID Legal & Insurance Division CH01-Passenger Acceptance – Ver13/ JUL2024 19  Copyright © 2024 STARLUX AOD Training Material. All rights reserved. Ground Support Equipment High Loader Lavatory Truck Passenger Stairs Tug Towbarless Tractor CH01-Passenger Acceptance – Ver13/ JUL2024 20  Copyright © 2024 STARLUX AOD Training Material. All rights reserved. Ground Support Equipment Shuttle Bus Air Conditioning Unit Ground Power Unit Shuttle Bus Lift Car CH01-Passenger Acceptance – Ver13/ JUL2024 21  Copyright © 2024 STARLUX AOD Training Material. All rights reserved. STARLUX Route CH01-Passenger Acceptance – Ver13/ JUL2024 22  Copyright © 2024 STARLUX AOD Training Material. All rights reserved. STARLUX Interline Agreement Airlines IATA Code / TKT No. Airlines IATA Code / TKT No. BR/695 HX/851 CI/297 JL/131 B7/525 NU/353 AE/803 NH/205 IT/608 VN/738 CX/160 MH/232 NX/675 PG/829 AS/027 HB/283 Interline Agreement CH01-Passenger Acceptance – Ver13/ JUL2024 23  Copyright © 2024 STARLUX AOD Training Material. All rights reserved. STARLUX Job Title Abbr. Full Name Abbr. Full Name BGM Branch General Manager GIC Gate in Charge GM General Manager GC Gate Control OM Office Manager GA Gate Agent SM Station Manager PIC Pilot in Command DM Duty Manager CIC Cabin Crew in Command OIC Office in Charge ALS Aircraft Loading Supervisor FIC Flight in Charge CH01-Passenger Acceptance – Ver13/ JUL2024 24  Copyright © 2024 STARLUX AOD Training Material. All rights reserved. STARLUX Systems System Function Amadeus CM Departure Control System (DCS) World Tracer Baggage tracing and matching system Salesforce Passenger service reports, e.g., Flight irregularities or complaints Integrated Quality and Safety Management system IQSMS Security and Safety related reports ( Involuntary vs. Voluntary ) AIRS Flight operation record (boarding gate & ramp) CAPS General Declaration(GD) name list & crew statistic search DOC Document Management system eTDS Personnel training and e-learning system AOD Blog AOD related information, e.g., Notice / Training materials / Operation items / Q&A BPM Publish announcement / Read & Sign / Online form application CH01-Passenger Acceptance – Ver13/ JUL2024 25  Copyright © 2024 STARLUX AOD Training Material. All rights reserved. STARLUX Systems - Amadeus CM CH01-Passenger Acceptance – Ver13/ JUL2024 26  Copyright © 2024 STARLUX AOD Training Material. All rights reserved. STARLUX Systems - World Tracer 一腦 螢 軟 ,電 張 擷取畫面 幕 體 含示 圖 有的 文圖字片 自動產生的描述 CH01-Passenger Acceptance – Ver13/ JUL2024 27  Copyright © 2024 STARLUX AOD Training Material. All rights reserved. STARLUX Systems - Salesforce CH01-Passenger Acceptance – Ver13/ JUL2024 28  Copyright © 2024 STARLUX AOD Training Material. All rights reserved. STARLUX Systems - AIRS CH01-Passenger Acceptance – Ver13/ JUL2024 29  Copyright © 2024 STARLUX AOD Training Material. All rights reserved. STARLUX Systems - AIRS CH01-Passenger Acceptance – Ver13/ JUL2024 30  Copyright © 2024 STARLUX AOD Training Material. All rights reserved. STARLUX Systems - CAPS CH01-Passenger Acceptance – Ver13/ JUL2024 31  Copyright © 2024 STARLUX AOD Training Material. All rights reserved. STARLUX Systems - CAPS CH01-Passenger Acceptance – Ver13/ JUL2024 32  Copyright © 2024 STARLUX AOD Training Material. All rights reserved. STARLUX Systems - CAPS CH01-Passenger Acceptance – Ver13/ JUL2024 33  Copyright © 2024 STARLUX AOD Training Material. All rights reserved. STARLUX Systems - IQSMS CH01-Passenger Acceptance – Ver13/ JUL2024 34  Copyright © 2024 STARLUX AOD Training Material. All rights reserved. STARLUX Systems - IQSMS CH01-Passenger Acceptance – Ver13/ JUL2024 35  Copyright © 2024 STARLUX AOD Training Material. All rights reserved. STARLUX EIP Page CH01-Passenger Acceptance – Ver13/ JUL2024 36  Copyright © 2024 STARLUX AOD Training Material. All rights reserved. STARLUX Systems - BPM CH01-Passenger Acceptance – Ver13/ JUL2024 37  Copyright © 2024 STARLUX AOD Training Material. All rights reserved. BPM Read & Sign CH01-Passenger Acceptance – Ver13/ JUL2024 38  Copyright © 2024 STARLUX AOD Training Material. All rights reserved. BPM Read & Sign CH01-Passenger Acceptance – Ver13/ JUL2024 39  Copyright © 2024 STARLUX AOD Training Material. All rights reserved. BPM Mail Click here to BPM. CH01-Passenger Acceptance – Ver13/ JUL2024 40  Copyright © 2024 STARLUX AOD Training Material. All rights reserved. STARLUX Systems - DOC CH01-Passenger Acceptance – Ver13/ JUL2024 41  Copyright © 2024 STARLUX AOD Training Material. All rights reserved. STARLUX Systems - eTDS CH01-Passenger Acceptance – Ver13/ JUL2024 42  Copyright © 2024 STARLUX AOD Training Material. All rights reserved. STARLUX Systems – AOD BLOG CH01-Passenger Acceptance – Ver13/ JUL2024 43  Copyright © 2024 STARLUX AOD Training Material. All rights reserved. STARLUX Fleet Cabin Class Configuration Premium Aircraft Type First Business Economy Total Economy A321-neo - 8 - 180 188 A330-941 - 28 - 269 297 A350-941 4 26 36 240 306 CH01-Passenger Acceptance – Ver13/ JUL2024 44  Copyright © 2024 STARLUX AOD Training Material. All rights reserved. STARLUX Cabin Layout – A321 neo 8J 180Y CH01-Passenger Acceptance – Ver13/ JUL2024 45  Copyright © 2024 STARLUX AOD Training Material. All rights reserved. STARLUX Cabin Layout – A321 neo Row 4、15 Row 14、15 Row 33 HJK Extra Legroom Seat Emergency Exit Crew Rest Seat Row 4 B J Row 25 Row 31、32、33 ABC Baby Bassinet No Window Stretcher Position CH01-Passenger Acceptance – Ver13/ JUL2024 46  Copyright © 2024 STARLUX AOD Training Material. All rights reserved. STARLUX Cabin Layout – A321 neo Business Class Seats CH01-Passenger Acceptance – Ver13/ JUL2024 47  Copyright © 2024 STARLUX AOD Training Material. All rights reserved. STARLUX Cabin Layout – A330 28J 269Y CH01-Passenger Acceptance – Ver13/ JUL2024 48  Copyright © 2024 STARLUX AOD Training Material. All rights reserved. STARLUX Cabin Layout – A330 Row 30、51 ACHK Row 31、50 E F Row 68、69 DEG Emergency Exit Baby Bassinet Crew Rest Seat Row 30、51 ACHK Row 35 A K Row 66、67、68 A C Row 31、50 DEFG No Window Stretcher Position Extra Legroom Seat CH01-Passenger Acceptance – Ver13/ JUL2024 49  Copyright © 2024 STARLUX AOD Training Material. All rights reserved. STARLUX Cabin Layout – A330 Business Class Seats CH01-Passenger Acceptance – Ver13/ JUL2024 50  Copyright © 2024 STARLUX AOD Training Material. All rights reserved. STARLUX Cabin Layout – A350 4F 26J 36W 240Y CH01-Passenger Acceptance – Ver13/ JUL2024 51  Copyright © 2024 STARLUX AOD Training Material. All rights reserved. STARLUX Cabin Layout – A350 Row 3、7 A K Partial Row 51 ABCHJK Row 69 DEG Window Seats Emergency Exit Crew Rest Seat Row 20DEFG/30E/31BJ/50E Row 30、50 DEG Baby Bassinet Row 31、51 ABCHJK Row 67、68 、69 ABC Extra Legroom Seat Stretcher Position CH01-Passenger Acceptance – Ver13/ JUL2024 52  Copyright © 2024 STARLUX AOD Training Material. All rights reserved. STARLUX Cabin Layout – A350 First Class Seats CH01-Passenger Acceptance – Ver13/ JUL2024 53  Copyright © 2024 STARLUX AOD Training Material. All rights reserved. STARLUX Cabin Layout – A350 Business Class Seats CH01-Passenger Acceptance – Ver13/ JUL2024 54  Copyright © 2024 STARLUX AOD Training Material. All rights reserved. STARLUX Cabin Layout – A350 Row 3、7 AK Partial Window Seats CH01-Passenger Acceptance – Ver13/ JUL2024 55  Copyright © 2024 STARLUX AOD Training Material. All rights reserved. 02. General CH01-Passenger Acceptance – Ver13/ JUL2024 56  Copyright © 2024 STARLUX AOD Training Material. All rights reserved. COSMILE Traveler Adventurer Explorer Insighter (SITC) (TITC) (AITC) (RITC) CH01-Passenger Acceptance – Ver13/ JUL2024 57  Copyright © 2024 STARLUX AOD Training Material. All rights reserved. COSMILE – CM/PNR Display CM PNR CH01-Passenger Acceptance – Ver13/ JUL2024 58  Copyright © 2024 STARLUX AOD Training Material. All rights reserved. COSMILE Exclusive Extra Priority STARLUX Priority Tier check-in baggage Baggage Lounge lounge boarding counter allowance Handling Member +2 and Member +1 and Insighter Member +2 1 piece Member +2 children aged children aged Member +2 under 13. under 13 Member +1 and Member and Explorer Member +1 1 piece Member +1 children aged children aged Member +1 under 13 under 13 Adventurer Member 1 piece - - - - Traveler - - - - - - Group ticket holders with COSMILE membership will receive corresponding tier privileges. CH01-Passenger Acceptance – Ver13/ JUL2024 59  Copyright © 2024 STARLUX AOD Training Material. All rights reserved. Lounge Invitation Boarding Pass Lounge Invitation CH01-Passenger Acceptance – Ver13/ JUL2024 60  Copyright © 2024 STARLUX AOD Training Material. All rights reserved. STARLUX Award Ticket - FQTR Passengers can apply for award tickets via the official website or contact Customer Service Center in advance. If passenger e-ticket class is higher than PNR confirmed booking class, the Airport Service Agent can regrade passenger to the entitled ticket class according to the flight availability. Go-show passengers with award ticket can be accepted based on the flight availability. (AOD Notice)-Updated- The handling procedure of redeem STARLUX award ticket and upgrade award in CM) Cabin Booking Class Code First Class Z Business Class U Premium Economy Class P Economy Class X CH01-Passenger Acceptance – Ver13/ JUL2024 61  Copyright © 2024 STARLUX AOD Training Material. All rights reserved. Ancillary Service Ancillary Service Prepaid STARLUX Seat Selection Special Meal Baggage Galactic Wi-Fi CH01-Passenger Acceptance – Ver13/ JUL2024 62  Copyright © 2024 STARLUX AOD Training Material. All rights reserved. Reserve Ancillary Service Customer STARLUX STARLUX Airport In Service Website APP Counter Cabin Center Seat Selection V V V V - (Before 3hr/1hr of STD) (Before 1hr of STD) Prepaid Baggage V V V - - (Before 3hr of STD) STARLUX Galactic Wi-Fi - - - - V Special Meal V V V - - (Before 24-72hr of STD) CH01-Passenger Acceptance – Ver13/ JUL2024 63  Copyright © 2024 STARLUX AOD Training Material. All rights reserved. Ancillary Service APP / Website CH01-Passenger Acceptance – Ver13/ JUL2024 64  Copyright © 2024 STARLUX AOD Training Material. All rights reserved. Ancillary Service – Seat Selection Currency: USD Cabin Class Premium Economy Economy (short haul/long haul) (short haul/long haul) Fare Product Saving Limited Saving Basic Full Extra Legroom Seat - 50/160 50/160 50/160 50/160 Forward Seat - 20/70 20/70 Free Free Standard Seat 20/50 10/40 10/40 Free Free After ticket purchased, passengers can select seat via STARLUX official website/app/customer service ・ Extra center Legroom for free Seats are or a fee depending always on the chargeable. purchased fare product 48 hours before STD. (except Extra Legroom Seats) CH01-Passenger Acceptance – Ver13/ JUL2024 65  Copyright © 2024 STARLUX AOD Training Material. All rights reserved. Ancillary Service – Prepaid Baggage Prepaid Baggage SSR : ABAG Applicable until 3 hours before STD via the SRARLUX website or app. (20% off) Each passenger can prepay maximum 5 pieces for each flight. Zone 1: Asia, Guam Zone 2: North America (except Guam) Piece Concept Currency: USD Between Zone 1/ each PC Zone 2/ each PC Zone 1/ each PC 120 160 Zone 2/ each PC 160 TBD Remark in PNR SSR ABAG JX HK5 CH01-Passenger Acceptance – Ver13/ JUL2024 66  Copyright © 2024 STARLUX AOD Training Material. All rights reserved. Ancillary Service – STARLUX Galactic Wi-Fi Prepaid WIFI SSR : PDIE From 10JUL2023, prepaid Wi-Fi service is suspended for purchase in advance. Passenger can purchase the Wi-Fi service onboard only. First Class and Business Class Passengers can have unlimited data for free, Premium Economy Class and Economy Class passengers can enjoy unlimited texting for free. Data Plan Price Currency: USD 30 MB 5 100 MB 10 CH01-Passenger Acceptance – Ver13/ JUL2024 67  Copyright © 2024 STARLUX AOD Training Material. All rights reserved. Ancillary Service for Group Passenger Group passengers can also enjoy ancillary services, such as seat selection, prepaid baggage, Galactic Wi-fi, with the same fare products as other passengers, but this benefit applies only to tickets issued from Taiwan. CH01-Passenger Acceptance – Ver13/ JUL2024 68  Copyright © 2024 STARLUX AOD Training Material. All rights reserved. First Class Service CH01-Passenger Acceptance – Ver13/ JUL2024 69  Copyright © 2024 STARLUX AOD Training Material. All rights reserved. First Class Service First Class Service Exclusive Departure Exclusive Exclusive Exclusive Leisure Arrival Passenger Golf Cart Exclusive Check-in Baggage Lounge Priority Transfer Servicer Escort Service Service Counter Service Service Boarding Agent Service ⚫ More details refer to First Class service – Station information. CH01-Passenger Acceptance – Ver13/ JUL2024 70  Copyright © 2024 STARLUX AOD Training Material. All rights reserved. First Class Service Exclusive Passenger Servicer Center First-Class Exclusive Service Agent 頭等艙專屬客服 1. Arrange First-class passenger’s special requirements such as meal service, pick-up service, Concierge Service Center 10 days before departure day. 2. Inform each station and related department. Exclusive Hotline Service 1. Office Hour : 09:30-17:30 (Mon-Sun) 2. Out off service hour : a. Passenger can fill out “Service Enquiry Form” via website to raise their request. b. Station can refer to First Class Team Info for assistance. CH01-Passenger Acceptance – Ver13/ JUL2024 71  Copyright © 2024 STARLUX AOD Training Material. All rights reserved. First Class Service Exclusive Check-in Counter Whenever 4-cabin classes service is provided, station must display clear signage at check-in counter. No matter the flight is having first class booking or not. First-Class Carpet (AOD-9908) Set up the check-in counter with : First Class FIDs (AOD-8426) 1. First-Class Carpet (AOD-9908) 2. First-Class signage (AOD-8426) 3. Baggage Notice (AOD-3002) 4. PED Notice (CFD-0406) 5. Name Tag Container(AOD-9904) 6. First-Class related operational items such as tags , labels and protective cases. ⚫ Always pay attention to the personnel grooming and the cleanliness, position of the check-in counter and carpet. CH01-Passenger Acceptance – Ver13/ JUL2024 72  Copyright © 2024 STARLUX AOD Training Material. All rights reserved. First Class Service Exclusive Baggage Service Priority First baggage tags (AOD-1015) BF ULD card (AOD-1801) 1. Baggage with Priority First Tag should be loaded in BF ULD container. 2. Depends on loading staff’s consideration BF ULD container can mix with business class passengers’ baggage or crew baggage. 3. BF baggage could also be loaded in bulk cargo compartments. Baggage protective case Refer to CH03 for BF baggage handling procedures. Arrival baggage claim : Baggage Claim banner (AOD-9603) & First-Class banner (AOD-9613) must be displayed at carousel. CH01-Passenger Acceptance – Ver13/ JUL2024 73  Copyright © 2024 STARLUX AOD Training Material. All rights reserved. First Class Service Exclusive Baggage Service (AOD-1015) (AOD-1801) (AOD-9603) (AOD-9613) CH01-Passenger Acceptance – Ver13/ JUL2024 74  Copyright © 2024 STARLUX AOD Training Material. All rights reserved. First Class Service Exclusive Baggage Service CH01-Passenger Acceptance – Ver13/ JUL2024 75  Copyright © 2024 STARLUX AOD Training Material. All rights reserved. First Class Service Exclusive Lounge Service First class passenger entitled to access STARLUX lounge / contracted VIP lounge or concierge service center if applicable. Must provide Business class lounge if the First-class lounge or concierge service center is not applicable for station. CH01-Passenger Acceptance – Ver13/ JUL2024 76  Copyright © 2024 STARLUX AOD Training Material. All rights reserved. First Class Boarding Service Leisure Priority Boarding 悠想登機 Must always keep First Class boarding pathways unobstructed and provide a seamless boarding experience. ⚫ Departure/Arrival/Transfer Escort Service Assigned personnel will escort First Class passenger to/from the VIP lounge, boarding gate, transfer counter and baggage claim area, if applicable. ⚫ Golf Cart Service First Class passengers may request the Golf Cart service transport within the airport terminal, if available. CH01-Passenger Acceptance – Ver13/ JUL2024 77  Copyright © 2024 STARLUX AOD Training Material. All rights reserved. First Class Service – SSR / SK Code Category Code Definition Request via Website / APP / SDML STARLUX First Dining Passenger Service Center SSR ACML Anniversary Cake BCML Birthday Cake HCML Honeymoon Cake FCAR TPE Pick-up Service for First Cabin Passenger Service Center LAPS LAX P/S Service for First Cabin SK HYLG TPE Huan Yu VIP Lounge LIMO SFO Pick-up Service for First Cabin Service codes will be shown on PIL. CH01-Passenger Acceptance – Ver13/ JUL2024 78  Copyright © 2024 STARLUX AOD Training Material. All rights reserved. First Class Service CM PNR CH01-Passenger Acceptance – Ver13/ JUL2024 79  Copyright © 2024 STARLUX AOD Training Material. All rights reserved. First Class Service – Concierge Service Center Customer service center will contact First Class passengers to arrange the exclusive service in advance. Station Concierge Service Center Eligibility Passenger + 1 TPE Huan Yu VIP Terminal and children (age 13y and under) LAX Private Suite(P/S) Passenger only CH01-Passenger Acceptance – Ver13/ JUL2024 80  Copyright © 2024 STARLUX AOD Training Material. All rights reserved. Lounge Service STARLUX GALACTIC lounge is open at least 2.5 hours before the first scheduled flight until the boarding time of the last scheduled departure. Contracted lounge operation hours will depend on the regulations of the service provider(GHSP) at local airports. Lounge service is eligible only to the passengers taking STARLUX flight with a boarding pass from the local airport. Passengers must present the lounge invitation upon entry. CH01-Passenger Acceptance – Ver13/ JUL2024 81  Copyright © 2024 STARLUX AOD Training Material. All rights reserved. Lounge Eligibility Type of COSMILE Member Passenger Business First Class Type of Class Insighter Explorer Lounge Member +2 Member +1 Passenger + 2 Passenger STARLUX Lounge and children and children and children only (aged under 13) (aged under 13) (aged under 13) Member +1 Member and Passenger + 1 Contracted Passenger and children children and children Lounge only (aged under 13) (aged under 13) (aged under 13) CH01-Passenger Acceptance – Ver13/ JUL2024 82  Copyright © 2024 STARLUX AOD Training Material. All rights reserved. GALACTIC Lounge in T1 (TPE) CH01-Passenger Acceptance – Ver13/ JUL2024 83  Copyright © 2024 STARLUX AOD Training Material. All rights reserved. Galactic Lounge in T2 (TPE) CH01-Passenger Acceptance – Ver13/ JUL2024 84  Copyright © 2024 STARLUX AOD Training Material. All rights reserved. 03. Preparation CH01-Passenger Acceptance – Ver13/ JUL2024 85  Copyright © 2024 STARLUX AOD Training Material. All rights reserved. Before Check-in Counter Open Test the equipment(e.g., computers, printers, signage board). Display STARLUX signage. Display Baggage Notice& Battery Regulations Notice (AOD- 3003)、PED Notice. Review the flight status and relevant information. Prepare the Operational item( e.g., labels& tags, blank boarding passes and baggage tags). Only authorized personnel are permitted in restricted areas; for unauthorized personnel to attempt to enter, Airport Service Agent must inquire about the intent. CH01-Passenger Acceptance – Ver13/ JUL2024 86  Copyright © 2024 STARLUX AOD Training Material. All rights reserved. Mandatory Operational Items Baggage Notice & Battery Regulations Notice (AOD-3003) CH01-Passenger Acceptance – Ver13/ JUL2024 87  Copyright © 2024 STARLUX AOD Training Material. All rights reserved. Mandatory Operational Items PED Notice CH01-Passenger Acceptance – Ver13/ JUL2024 88  Copyright © 2024 STARLUX AOD Training Material. All rights reserved. Mandatory Operational Items check-in counter set up Operational Item Box PED Notice Baggage Notice & Battery Regulations Notice Stations shall conduct security control for such items after counter closed, all used or unused boarding passes should be stored in the office properly. CH01-Passenger Acceptance – Ver13/ JUL2024 89  Copyright © 2024 STARLUX AOD Training Material. All rights reserved. Pre-flight Briefing The pre-flight briefing must be held by FIC or the Supervisor at least 10 minutes prior to the counter opening. Briefing key points: 1. Grooming check. 2. Flight status and special cases caption. 3. Document requirements for departure and arrival. 4. Ticketing handling procedures. 5. Promotions. 6. The irregularity flight reasons explanation, if any. CH01-Passenger Acceptance – Ver13/ JUL2024 90  Copyright © 2024 STARLUX AOD Training Material. All rights reserved. Debriefing Debriefing is beneficial to review and conclude and must be made by FIC or Supervisor after acceptance closed. Debriefing key points: 1. Personnel performance. 2. Any special cases during operation. 3. Any irregularity report. 4. Any advice for service, policy, or procedure enhancing. CH01-Passenger Acceptance – Ver13/ JUL2024 91  Copyright © 2024 STARLUX AOD Training Material. All rights reserved. Controlled Item Management All essential check-in items, such as blank boarding passes and baggage tags, must be safeguarded to prevent loss or misuse. Stations are required to conduct security measures for these items. All unused boarding passes and baggage tags shall be appropriately stored or locked in the office. CH01-Passenger Acceptance – Ver13/ JUL2024 92  Copyright © 2024 STARLUX AOD Training Material. All rights reserved. Controlled Item Management Blank boarding pass & baggage tag were left behind without guarding. CH01-Passenger Acceptance – Ver13/ JUL2024 93  Copyright © 2024 STARLUX AOD Training Material. All rights reserved. Controlled Item Management The controlled items must be shredded or destroyed before disposing. CH01-Passenger Acceptance – Ver13/ JUL2024 94  Copyright © 2024 STARLUX AOD Training Material. All rights reserved. Airport Pass Management When personnel enter or exit a controlled door, shall always ensure the controlled door is closed and locked to prevent unauthorized personnel from entering. On-duty personnel must always wear STARLUX ID and airport pass. Only authorized personnel are permitted in restricted areas, for unauthorized personnel to attempt to enter, Airport Service Agent must inquire about the intent. CH01-Passenger Acceptance – Ver13/ JUL2024 95  Copyright © 2024 STARLUX AOD Training Material. All rights reserved. 04. Passenger Acceptance CH01-Passenger Acceptance – Ver13/ JUL2024 96  Copyright © 2024 STARLUX AOD Training Material. All rights reserved. Passenger Acceptance AOD Training Material> Training Video> Check-in Counter AOD Training Material> Training Video> Check-in Counter CH01-Passenger Acceptance – Ver13/ JUL2024 97  Copyright © 2024 STARLUX AOD Training Material. All rights reserved. Check-in Type Open For US Flight Close Type (before STD) (before STD) (before STD) WEB 48 hours 24 hours 1 hour APP 48 hours 24 hours 1 hour Airport Kiosk 6 hours* 6 hours 1 hour Airport Counter 2.5 hours 2.5 hours 1 hour *Some stations may have different service hours, refer to AOD BLOG Station Service INFO. CH01-Passenger Acceptance – Ver13/ JUL2024 98  Copyright © 2024 STARLUX AOD Training Material. All rights reserved. Self-Baggage Drop (SBD) for TPE Station Open Close Type (before STD) (before STD) TPE Terminal 1 & 2 1 hour Available on the day of travel. In-Town (A1) Self Check-in Subject to onsite service availability. 3 hours & Baggage Drop CH01-Passenger Acceptance – Ver13/ JUL2024 99  Copyright © 2024 STARLUX AOD Training Material. All rights reserved. Self Check-in Service for Special Passenger Code Available for check-in but WEB/CUSS/MOBILE Not Available unavailable to obtain boarding pass SSR SK SSR SK CBBG DEPU SCMU SVAN WCBW SCEB EXST DEPA CBMU WCHR WCLB SCLG WEAP UMNR WCOB WCMP SCAU Passenger Type AOXY MAAS WCIC INFT SCEC MEDA AVIH WCHS BSCT CBEB STCR FQTU WCHC MEQT CBLG INAD WCBD PPOC CBAU CH01-Passenger Acceptance – Ver13/ JUL2024 100  Copyright © 2024 STARLUX AOD Training Material. All rights reserved. Boarding Pass Layout CM Name TKT number PNR COSMILE number & Tier CH01-Passenger Acceptance – Ver13/ JUL2024 101  Copyright © 2024 STARLUX AOD Training Material. All rights reserved. Boarding Pass Layout WEB Kiosk CH01-Passenger Acceptance – Ver13/ JUL2024 102  Copyright © 2024 STARLUX AOD Training Material. All rights reserved. Boarding Pass Layout Mobile - IOS Mobile - Android CH01-Passenger Acceptance – Ver13/ JUL2024 103  Copyright © 2024 STARLUX AOD Training Material. All rights reserved. Flight Departure Timeframe Passenger Flow 48 hours 6 hours 2.5 hours 1 hours prior prior prior prior departure departure departure departure Online & mobile CUSS check-in Counter & bag drop starts Online & mobile check-in starts starts (starting time might change check-in ends based on airport regulations) 60 mins 30 mins 15 mins prior prior prior departure departure departure Check-in & bag drop Boarding starts Boarding gate Flight departs ends closes CH01-Passenger Acceptance – Ver13/ JUL2024 104  Copyright © 2024 STARLUX AOD Training Material. All rights reserved. Flight Departure Timeframe JX Flow 2.5hr. 45mins 35mins 30mins 5mins before STD before STD before STD before STD before STD Counter & bag Counter & CM Pre-boarding Boarding starts Last call Push back drop starts flight closes announcement Cabin door (starting time closes might change based on airport regulations) CH01-Passenger Acceptance – Ver13/ JUL2024 105  Copyright © 2024 STARLUX AOD Training Material. All rights reserved. Non-Standard Weight Group A non-standard weight group indicates a group of passengers whose weight is expected to fall outside the standard passenger's weight. (e.g., sumo, athletes, equipped military squad, etc.). If spot non-standard weight groups upon check-in : 1. Politely request passenger individual weights or ask for weighting (if needed) 2. Send telex & verbal confirmation with Load Controller: Seat number /weights/ number of passengers. CH01-Passenger Acceptance – Ver13/ JUL2024 106  Copyright © 2024 STARLUX AOD Training Material. All rights reserved. Confirm Tickets and Travel Documents Name on passport and tickets shall match. Ticket validity shall be checked. Health certificate, if necessary. Passport is valid with clear picture and signature. Visa or other travel documents shall be examined. CH01-Passenger Acceptance – Ver13/ JUL2024 107  Copyright © 2024 STARLUX AOD Training Material. All rights reserved. Name Modification Passenger Service Center Authorization Airport ticketing counter Ticket number Must be issued by STARLUX(189) Name change fee TWD 300 / USD10 Non-STARLUX Ticket Refer to original ticket issuance agency Name modification can only be changed Restrictions one time, not limited to one situation. Name modification guide published by CED. Name Translation (CH into EN) : https://www.boca.gov.tw/sp-natr-singleform-1.html CH01-Passenger Acceptance – Ver13/ JUL2024 108  Copyright © 2024 STARLUX AOD Training Material. All rights reserved. Allowed Name Modification Situation Chargeable Item Examples Chou/JeiLun → Chou/JieLun 1. Spelling Error – up to 2 letters for modification. Choou/JieLun → Chou/JieLun Same Pronunciation Chou/JieLun → Zhou/JieLun, Chow/JieLun The number of modified characters is unlimited in Huang/MeiLing→ NG/MeiLing pronunciation cases. Chen/ChihWei → Tan/ChihWei 2. For security reasons, if stations are unable to identify Liu/Chia → Lau/Chia whether is under the same pronunciation rule, may ask passenger to issue a new ticket. 3. Name Misplacement JieLun/Chou → Chou/JieLun 4. Add Alias/Middle Name Chou/JieLun → Chou/Jay JieLun 5. Name Change Due to Legal Reasons Marital status with documentation. 6. Others Authorize by Supervisor or level above. Free of Charge Examples 1. Incorrect Titles Chou/JieLun MS → Chou/JieLun MR CH01-Passenger Acceptance – Ver13/ JUL2024 109  Copyright © 2024 STARLUX AOD Training Material. All rights reserved. Special Meal Passengers can pre-order regular meals or special meals via website, APP or customer service center. The infant who doesn't occupy a seat can also pre-order BBML or EXML for free. The following meals cannot be pre-ordered on the WEB/ APP but via passenger service center : 1. NBML (Non-IATA) 2. NOML 3. SPML (Special dietary request) CH01-Passenger Acceptance – Ver13/ JUL2024 110  Copyright © 2024 STARLUX AOD Training Material. All rights reserved. Special Meal SSR Meal Options Definition Remarks Code Regular Meal IEML Regular meal Ordered by Website or APP. SFML Seafood Meal For W class and above FPML Fruit Platter Meal passenger only. VOML Vegetarian Oriental Meal VGML Vegetarian Vegan Meal BBML Baby Meal Passenger traveling with infant Special Meal Child Meal for infant not not occupying a seat can select EXML the meal for infants. occupying a seat CHML Child Meal NBML No Beef Meal Order by Customer Service NOML No Meal Center only. KSML Kosher Meal CH01-Passenger Acceptance – Ver13/ JUL2024 111  Copyright © 2024 STARLUX AOD Training Material. All rights reserved. Special Meal Close Meal Options Request Channel (Before STD) Regular IEML 24 hours WEB / APP Meal Standard special meal WEB / APP e.g., VOML / BBML / VGML/ CHML … 24 hours NBML / NOML Passenger Service Center Special KSML 72 hours Meal Non-standard meal (Dietary request) SPML: e.g. 3 business Passenger Service Center a. SPML- VOML W/Z LCML days b. SPML- NRML FOR ADT N EXTRA CHML FOR INF c. SPML- LCML W/O MUSHROOM N NO PORK CH01-Passenger Acceptance – Ver13/ JUL2024 112  Copyright © 2024 STARLUX AOD Training Material. All rights reserved. Emergency Exit Seat Passengers seating on Emergency Exit Seats must fit certain criteria, they must be able and willing to assist with evacuation when an emergency happens. Emergency Exit Seat Aircraft Type Seat Number A321 neo Row 14 / 15 ABCHJK A330-941 Row 30 / 51 ACHK A350-941 Row 51 ABCHJK CH01-Passenger Acceptance – Ver13/ JUL2024 113  Copyright © 2024 STARLUX AOD Training Material. All rights reserved. Emergency Exit Seat – Qualification CH01-Passenger Acceptance – Ver13/ JUL2024 114  Copyright © 2024 STARLUX AOD Training Material. All rights reserved. Reprint Boarding Pass Must prevent security issues caused by other passengers from boarding with duplicate or lost boarding passes. 1. Passengers’ identification and travel documents must be confirmed with the booking and CM before issuance. 2. Add high-priority comment “Reissued B/P” in CM. 3. Mark “REISSUE” on the re-issued boarding pass. 4. If a lost boarding pass is found after re-issuance, shall mark “VOID” and tear up the old boarding pass. CH01-Passenger Acceptance – Ver13/ JUL2024 115  Copyright © 2024 STARLUX AOD Training Material. All rights reserved. Baggage Acceptance 1. Remove expired (old) baggage tags. 2. Assess the size of passenger's baggage. (Both checked-in and carry-on.) 3. Examine the appearance of the baggage if any damage was found. 4. Confirm 5 baggage security questions with passengers. 5. Confirm the destination and pieces of the baggage tag. 6. Charge excess baggage fee, if any. CH01-Passenger Acceptance – Ver13/ JUL2024 116  Copyright © 2024 STARLUX AOD Training Material. All rights reserved. 5 Baggage Security Questions Shall ensure that passengers are warned as to the types of dangerous goods which they are forbidden from checking in or carrying on board an aircraft and shall request passengers to confirm that they do not check in or carry on board any such dangerous goods which are displayed in Baggage Notice& Battery Regulations Notice (AOD-3003). 1. MUST point out and guide passenger to read each question. 2. Confirm they understand and response the answer “ NO” for all questions. 3. Make sure there is no prohibit dangerous goods items in their baggage. CH01-Passenger Acceptance – Ver13/ JUL2024 117  Copyright © 2024 STARLUX AOD Training Material. All rights reserved. Transit & Transfer Transfer Passenger in transfer who holds a confirmed reservation for another aircraft or carrier at a given airport. Transfer type :  On-line Transfer → JX to JX  Interline Transfer → Travel in different carriers Transit (Not applicable for JX flights) Passenger travels on a multi-sector flight under the same flight number. Disembarkation and reboarding may be needed at an intermediate station. If incapacitated passenger is unable to disembark, Airport Service Agents shall inform the local security authority for inspection. CH01-Passenger Acceptance – Ver13/ JUL2024 118  Copyright © 2024 STARLUX AOD Training Material. All rights reserved. Through Check-in Through check-in is allowed onward connecting flight: 1. Has interline agreement with JX can perform Interline Through Check-in (IATCI) and print both flights boarding passes in CM. 2. In one conjunction ticket. 3. First segment STA and second segment STD is within 24 hours. Travel documents should be checked, and passengers should be informed of possible gate changes at transfer stations. CH01-Passenger Acceptance – Ver13/ JUL2024 119  Copyright © 2024 STARLUX AOD Training Material. All rights reserved. Baggage Through Tag Baggage Through tag is allowed onward connecting flight: 1. Has interline agreement with JX. 2. In one conjunction ticket. 3. First segment STA and second segment STD is within 12 hours. 4. Onward flight is an international segment (except US domestic flight) 5. No other restrictions listed on TIMATIC (e.g., Airport restrictions) Note : For flights arriving TPE, can perform 24 hours baggage through tag service CH01-Passenger Acceptance – Ver13/ JUL2024 120  Copyright © 2024 STARLUX AOD Training Material. All rights reserved. Standby Passenger Check passenger’s Check meals Fill in PAX get Standby Number calling ticket and availability Standby List Registration Slip one hour before willingness of departure time upgrade/downgrade Standby request can only be made on a same-day basis; different flights should register separately. Acceptance sequence must follow the standby list sequence. The number will no longer be valid once passenger shows up after number calling. There is no priority standby benefit provided for high-tier members. CH01-Passenger Acceptance – Ver13/ JUL2024 121  Copyright © 2024 STARLUX AOD Training Material. All rights reserved. Standby Passenger Standby List (FORM AOD-3013) Standby Registration Slip (FORM AOD-3014) CH01-Passenger Acceptance – Ver13/ JUL2024 122  Copyright © 2024 STARLUX AOD Training Material. All rights reserved. Passenger Regrade Revenue passenger regrading is the process of assigning a passenger to a cabin class that is different from the one which passenger had paid with, can be an upgrade or a downgrade, on a voluntary or involuntary basis and the handling procedures should be performed first by upgrading and then by downgrading. Staff voluntary change shall be done by :  Duty Travel / Expatriate employee – Customer Service Center  Employee benefit ticket – JX GO APP CH01-Passenger Acceptance – Ver13/ JUL2024 123  Copyright © 2024 STARLUX AOD Training Material. All rights reserved. Passenger Regrade If station needs to regrade passengers, make sure to conduct manual regrade after the flight is closed for sale. (Currently, the sales closure time for all routes is STD - 3 hours) To prevent onward flights oversold, if there’s a request for an onward regrade, make sure to confirm with the station if any available seat could be regraded or not. (AOD Notice) 臨櫃升等旅客注意事項Notes for upgrade passengers at counter CH01-Passenger Acceptance – Ver13/ JUL2024 124  Copyright © 2024 STARLUX AOD Training Material. All rights reserved. Regrade Code UDG Service Description Code 1 VUMO Voluntarily Upgrade by paying difference ​with EMD 自願付費升等 2 VDIR Voluntarily Downgrade 自願降等 3 IUIR Involuntarily Upgrade due to Irregularity 非自願禮遇升等 4 IDIR Involuntarily Downgrade due to Irregularity 非自願降等(異常情形) 5 CBAU Compensation Available Upgrade 賠償方案-限空位升等 6 CBMU Compensation Must Upgrade 賠償方案-無條件升等 7 SCAU STARLUX Courteous Program Available Upgrade 星宇航空禮遇計畫-限空位升等 8 SCMU STARLUX Courteous Program Must Upgrade 星宇航空禮遇計畫-無條件升等 9 FQTU​ Voluntary Upgrade By Mileage 星宇航空酬賓機票兌換 CH01-Passenger Acceptance – Ver13/ JUL2024 125  Copyright © 2024 STARLUX AOD Training Material. All rights reserved. Voluntary Upgrade 1. VUMO: Request made by passengers at check-in counter May refer to (Notice Forward_PMD) -Updated- The handling procedures of JX VOL. UG FARE TABLE. 2. FQTU: Redeem STARLUX Upgrade Award FQTU service must be applied in advance via Customer Service Center, passenger can not request upon check-in. COSMILE Program>Redeem STARLUX Award Ticket CH01-Passenger Acceptance – Ver13/ JUL2024 126  Copyright © 2024 STARLUX AOD Training Material. All rights reserved. VUMO Handling 1. Airport service agent must refer to VOL. UPG FARE TABLE published by PMD and reconfirm with passenger about the date, flight segment, cabin class, difference fee and inform higher cabin class meal is available or not. 2. After Passenger consent then collect fare difference by issuing EMD-VUGD. 3. Add UDG code : VUMO 4. Provide with entitled privileges of upgraded class. The mileage accrual will apply the original ticket. CH01-Passenger Acceptance – Ver13/ JUL2024 127  Copyright © 2024 STARLUX AOD Training Material. All rights reserved. Meal Service for Higher Cabin Class Airport service agents must always confirm the availability and number of meals. When passenger requests a voluntary upgrade at check-in counter due to insufficient time cause the higher cabin class meal is not available, the Airport Service Agent shall : A. For F class  Inform the passenger. (DO NOT ask F class passengers to sign the “Consent and Release” form.)  Inform CIC verbally. B. For J or W class  Inform and ask the passenger to sign the “Consent and Release” form(FORM AOD-0007)  inform CIC verbally. CH01-Passenger Acceptance – Ver13/ JUL2024 128  Copyright © 2024 STARLUX AOD Training Material. All rights reserved. Meal Compensation Measures for First Class Late Booking If passengers have late booking within 24 hours (except Go-show at the airport or VUMO), may not be able to provide First-Class meal. In such cases, Business-Class meals and compensation will be offered. Refunds are basically handled by First-Class Exclusive Service Team. Immediate compensation may be provided upon strong request, or compensation in local currency of the arrival station can be arranged. Refer to AOD Notice for more details. CH01-Passenger Acceptance – Ver13/ JUL2024 129  Copyright © 2024 STARLUX AOD Training Material. All rights reserved. Meal Compensation Measures for First Class Late Booking Airport service agent shall: 1. Record passenger details and currency preferences for refunds. 2. GIC shall inform CIC about the meal arrangement. 3. Airport service agents inform passengers of meal availability before boarding and offer assistance. 4. Submit Salesforce report and @TPECSFIRST in Taipei and provide the passenger details and preferred refund currency. 5. The Receipt form (FORM-AOD-006) should be signed by passenger after the compensation is offered. CH01-Passenger Acceptance – Ver13/ JUL2024 130  Copyright © 2024 STARLUX AOD Training Material. All rights res