Passenger Ground Services Course Book PDF

Passenger Ground Services Course Book (PGSCB), Edition 4 Disclaimer The content, data and information (the "Content") contained in this publication ("Publication"), is provided for information purposes only and is made available to you on an "AS IS" and "AS AVAILABLE" basis. IATA has used reasonable efforts to ensure the Content of this Publication is accurate and reliable. We, however, do not warrant, validate, or express any opinions whatsoever as to the accuracy, genuineness, origin, tracing, suitability, availability or reliability of the sources, completeness, or timeliness of such Content. IATA makes no representations, warranties, or other assurances, express or implied, about the accuracy, sufficiency, relevance, and validity of the Content. IATA’s observations are made on a best efforts and non-binding basis, and shall not be deemed to replace, interpret, or amend, in whole or in part, your own assessment and evaluation or independent expert advice. 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All Rights Reserved. Cataloging in Publication data can be obtained from Library and Archives Canada. https://bac- lac.on.worldcat.org/discovery. Course Introduction Course Introduction Passenger Ground Services Agents (PGSAs) are often the first point of contact for passengers flying out of an airport. PGSAs are employed by either an airline, a ground handling company or an airport management company that provides handling services for a number of different airlines operating flights in an airport. The PGSA's roles and duties encompass:  Checking-in passengers and their baggage  Checking of passengers' travel documents, reservation and health information if required  Allocating seats and issuing boarding passes  Ensuring passengers are booked on the right flight and that they know where and when to board the flight  Applying safety and security directives and standards in accordance with international and local regulatory requirements  Ensuring that each piece of baggage checked-in by a passenger is linked to that same passenger boarding the flight  Making boarding announcements and boarding the passengers at the boarding gate when the aircraft is ready  Assist passengers with self-service check-in kiosks and self-baggage drop equipment  Issue boarding passes, vouchers and reschedule passengers affected by flight interruptions or cancellations  Assist passengers as needed through arrival and departure processes including support for passengers with special requirements such as unaccompanied minors (UM), VIP passengers and passengers with disabilities  Operate computers and specialized equipment such as passenger boarding bridges, scanners and airline specific software The objective of this course is to provide aspiring PGSAs with the basic skills and knowledge of the position. The course will also give PGSAs the knowledge and skills of the different processes and regulations they need to apply in the performance of their duties–from check-in, to boarding and take-off. Numerous illustrations, charts and screen shots appear throughout the course material to enhance learning and understanding. Finally, this course is designed to complement the training requirements outlined in the latest versions of the lATA Airport Handling Manual (AHM), the lATA Safety Audit for Ground Operations (ISAGO) and the Passenger Services Conference Resolutions Manual (PSCRM). We recommend that you purchase from the lATA Online Store (https://store.iata.org/) the lATA Publications on which this course is based. We hope you enjoy this course and, more importantly, use the knowledge you gain as an asset when applying for a job as Passenger Ground Services Agent. About IATA The International Air Transport Association (IATA) is the trade association for the world’s airlines, representing some 290 airlines or 83% of total air traffic. Learn more: www.iata.org About IATA Training  More than 1,000,000 students have chosen us!  Each year, we train 100,000+ aviation professionals with a commitment to developing careers and a workforce that makes our industry safe, secure, and sustainable.  Our 350+ courses are developed around IATA's areas of expertise and commitment to promoting industry standards worldwide.  We offer flexible training solutions in a classroom, self-study or in-house format to meet all budgets and needs.  Graduates receive IATA qualifications that are recognized and respected worldwide! Career Development with IATA Training Aviation is big business! Not only does it span the globe, generating more than $800 billion in revenues but also it covers a wide spectrum of careers. Whether you already have your foot on the ladder or are just starting out, IATA Training offers a course that will turn an opportunity into a successful career. IATA Training Partners If you are studying on your own and need tutoring support, you are welcome to take advantage of professional and qualified tutoring services offered by the IATA Authorized Training Centre closest to you. Please see our website for a list for these centers. Visit www.iata.org/training-atc Get on the right career path with us! Learn more: www.iata.org/training & www.iata.org/groundops Contact us at: www.iata.org/training-contact Follow us online! www.facebook.com/training.iata www.instagram.com/iata.training www.linkedin.com/school/iata-training/ Course Structure Your IATA course contains all materials necessary for your learning. The course is designed using a building block approach to facilitate your learning and improve your skills. The structure and features are explained here to assist your navigation through the course. Module Learning Objectives Outline what you will be able to do after studying the Module. Module Introduction Explains the Module's subject matter, summarizing topics and the benefits or rationale for studying it. Unit Learning Objectives Each module is divided into Units and each unit defines learning objectives that state what you will be able to do after studying the Unit. Unit Overview Introduces the Unit topic, explaining why it is important for you to know and understand the topic. Key Learning Points Highlights the most important skills and knowledge from the unit in order to meet the learning objectives. Did You Know? Identifies optional but interesting facts related to the Unit topic. Study Check Assess whether you have fully grasped and understood the Unit content. If you cannot confidently answer these learning assessment questions, study the Unit again more carefully. Module Summary Summarizes overall knowledge, skills and competencies learned per Unit. Unit Summary Summarizes key knowledge, skills or competencies learned by the end of the unit. Glossary Defines industry terms and acronyms. Other Resources and References Provide a list of resources and external references that may be helpful to further expand your knowledge on the topic. Answer Key Answers to all learning assessment questions. For assistance please visit www.iata.org/en/training/aboutus/faq/ Examinations Please visit our online general information page for all exam related questions: www.iata.org/en/training/exam-information Module 1: Introduction to Airport & Airline Ground Operations Module Learning Objectives By completing this Module, you will be able to:  Describe the airport as an operational system (Unit 1.1)  Describe airline ground operational requirements (Unit 1.2)  State regulatory requirements for passenger, baggage, catering, cargo and security areas (Unit 1.3) Module Introduction Passenger Ground Services Agents (PGSAs) work at airports and provide a variety of services for passengers such as checking-in of the person and their baggage. PGSAs work as part of a larger airport and airline operation that contributes to safe, secure and efficient ground operations. They are required to liaise with other agencies in the airport that also provide passenger-related services such as caterers, baggage handlers, security, law enforcement and immigration. This module will describe how airport and airline ground operations work but also the function of other agencies which are part of this bigger operation. PGSAs need to understand how airport and airline ground operations are carried out and the role they play in these operations as they liaise with other agencies during the performance of their duties. Developments in technology continue to evolve and while traditional check in methods still exist in the form of check in desks, airports are always working on more efficient and effective ways to process passengers using the existing space in the terminals. Technological advancements were prioritized during the worldwide pandemic as touchless and contactless services were needed, as well as by the increase in the number of low and ultra-low cost airlines who’s cost savings business models drive less physical space and printed materials and rely more on technology and equipment. Airlines encourage the the use of self- service options including online and kiosk check in, e-boarding gates and many of these devices and advancements allow the passengers to manage their own electronic or printed boarding passes and baggage tags. PGSA’s need to be able to understand these systems, how they work and how to best assist the passengers using them. You will also be introduced to the international regulatory requirements related to the carriage of passengers and their baggage and where these regulations are found. As a PGSA, you will be required to enforce applicable regulations when performing your duties. Finally in order to be able to fully function as a PGSA, the hiring airline or ground handling company will provide you with additional training according to their own company procedures and local regulatory framework (i.e. your country's Civil Aviation Authority or Airport Operator's requirements). This requirement is stated in the latest version of the ISAGO Standards Manual (IATA Safety Audit for Ground Operations) sections ORM 4.1.2 and PAB 4.1.2 as follows: ORM 4. TRAINING AND QUALIFICATION ORM 4.1.2 The provider shall have a training program to ensure all personnel complete initial training priorto being assigned to perform operational duties. Such a program shall include, as a minimum: i. Organizational familiarization training to ensure operations are conducted in accordance with conditions of the provider’s operating license, if applicable, and in accordance with applicable regulations, standards and organization requirements. ii. Safety Management System training in accordance with ORM 4.3.1. iii. Security training in accordance with ORM 4.2.1. iv. In-depth job-specific training for assigned operational function(s) in accordance with Subsection 4 of each applicable operational discipline. PAB 4. PASSENGER AND BAGGAGE HANDLING–TRAINING PAB 4.1.2 The provider shall have a training program as specified in ORM 4.1.2, that ensures all personnel with duties and/or responsibilities within passenger and baggage operations complete job-specific training for their assigned operational function(s) as per PAB Table 2–Passenger and Baggage Functional Training. You will learn more about ISAGO in the units to follow. 1.1 The Airport as an Operational System Unit Learning Objectives By completing this Unit, you will be able to:  Outline the nature and development of airports  Describe the functions of an airport  List the key clients and ground handling services provided by airports  Specify the key agencies and challenges each of these agencies face 1.1.0 Unit Overview Airports are an essential component of the air transport system. Operating an airport involves many different agencies, such as airport management, police, customs, immigration, security, ground handling agents, and air traffic controllers, who provide a variety of services in order to facilitate the movement of passengers, baggage, cargo, and mail, safely and securely by air. The airlines are the main users of airports. As the number of passengers travelling by air typically increases each year, civil aviation needs to effectively respond to both the demand and the challenges the industry is facing. This includes the effects of the worldwide pandemic from 2020–2022, where air travel dropped to a significantly low volume and then returned at such a pace that many airlines and providers struggled to keep up. The four components of the air transport industry are the airports, the airlines, the air navigation services and the regulatory bodies. All components are interdependent and must work in concert. For example, to meet the needs of the airlines and passengers, airports must continuously re-invent themselves, despite facing pressures from new aircraft configurations, security threats, cost controls, and increasing passenger demand, all of which add to the competitive nature of the industry. In this unit, you will learn how airports function and cope with these pressures. Airlines Airports Air Navigation Services Regulators Figure 1.1—Air Transportation System Components Key Learning Point The rapid introduction of new technology to speed up the acceptance of passengers and their baggage means PGSAs must constantly learn and adapt. 1.1.1 Nature and Development of Airports Domestic, national and international civil aviation form the basis of this multi-national business involved in the transport of people and goods around the world. Wide-bodied and more fuel efficient aircraft, capable of increased range, have opened up the skies to more opportunities for travel, at competitive prices for passengers. Cargo capacity, enabling just in time delivery of exports/imports, has made air transport an attractive option to international trade, which saw tremendous growth during the worldwide pandemic, when passenger travel dropped. The ability of PGSAs to function successfully will be affected by:  Rapid technological changes in passenger and baggage acceptance processes and the introduction of larger capacity aircraft.  Rapid growth in passenger loads and the number of airports that are opening.  Increasing commercialization of all aviation assets and services due to passenger demand for improved airport environments and service standards.  New technological implementations aiming to enhance and facilitate passenger experience.  The reactive development of international aviation security measures in response to ongoing acts of terrorism.  A sharing of the skies and facilities by civil, military and general aviation, and  The increasing affordability of air travel resulting in the entry of new and low cost airlines to meet travel demands. Every country takes its geography, economy and political foundation into account when developing an airport. This, too, will impact the role of PGSAs, depending on whether the airport is in a developing or developed country. We can classify airports into different types as follows:  Gateway international airports, which supply a wide range of international, intercontinental and domestic services. These can also be referred to as Major International or Hub Airports.  Regional airports, which provide short-haul international and domestic services, including links to gateway airports  Local airports, which provide facilities for domestic feeder services, charter flights and general aviation, and  General aviation airports, which handle flight activities not involving commercial air transportation or aerial work. 1.1.2 Functions of an Airport The deregulation of the airline industry has had numerous consequences. In the United States, one of the more noteworthy consequences was the widespread expansion of hub-and-spoke networks. A by-product of this expansion was a significant improvement in the level of service offered in smaller, secondary markets. By expanding their networks many established airlines began serving markets they had not served before. Another noteworthy consequence of deregulation was the establishment of many new airlines. Increased competition was the driver behind the introduction of discounted fares. Competition drove the push for marketing innovations designed to encourage brand loyalty, such as frequent flyer programs, and status incentives. The airline industry has grown substantially since deregulation because of greater competition, a larger number of markets being served, and more competitive fares being offered to passengers. Along with this growth and the complexity it added, the need for revenue management and ancillary revenue has become critically important to both airports and its main tenants, the airlines. Figure 1.1.2a—A general airport layout Did You Know? An airport is divided into “airside” and “landside”. The airside is a restricted area, while the landside is open to the public. The airside is restricted to airport staff carrying a valid security badge or to travelling passengers holding a boarding pass. As a PGSA, it is important to note that the passenger check-in area is landside, while the boarding gates are airside. Your responsibilities will require you to operate in both these areas, as explained in a later module. A PGSA has to interact with various agencies in the airport, which are differentiated by the type of services they provide to the airlines or in the airport. These are:  Passenger handling (which is the task of PGSAs),  Aircraft servicing, maintenance and engineering,  Airline operations, including flight crew, cabin attendants, ground crew, terminal and office staff,  Retail outlets, concessions and leasing companies,  Aviation support facilities (e.g. ATC, meteorology, etc.),  Government agencies (e.g. Police, Customs, Immigration, etc.). These services are designed to meet the needs of the airlines and passengers. Figure 1.1.2b—The covered passageway known as the passenger boarding bridge connects the boarding gate with the aircraft (airside) 1.1.3 Key Client and Services Provided As described earlier, airlines are the key clients for airports, since they determine the success and profitability of airport operations. The passengers are the airlines' clients, and often their first point of contact when they arrive at the airport will be the PGSAs at check-in. When operating in any airport, an airline requires six services. The major one is passenger handling, which involves all aspects of the acceptance of passengers and their baggage from check in through to boarding the aircraft. Other airline operations include:  Cargo handling, which involves the processes for loading/unloading of cargo  Catering services for the meals and beverages that are served on board the aircraft  Ground handling services while the aircraft is on the ground, which include aircraft cleaning services and baggage handling  Security services for passengers and their baggage, and  Aircraft maintenance/engineering services where required. A variety of agencies are involved in the provision of these services. Each specializes in an area but is also dependent on other agencies for support and coordination. As a PGSA, you will be required to liaise with these agencies prior to giving the final clearance for the flight to depart. Figure 1.1.3—Aircraft containers in the make-up area ready for baggage loading 1.1.4 Key Agencies and Challenges As a PGSA, it is important that you understand the roles and challenges of the other key agencies that operate in an airport, and how they can impact operations. In addition to dealing with passengers, you will need to interact with these entities:  Government regulatory agencies  Government agencies providing law enforcement or security services in airports  International regulatory organizations  Airline owners and operators–the carriers (airlines)  Airport owners and operators  Airfreight forwarders and postal services  Air crews  Airline ground staff and ground handling agents' staff  Airline and airport suppliers and sub-contractors Government Regulatory Agencies Governments are the main stakeholders in an airport. Without government support, no airline would be able to operate in or out of any country. Without their “flagship” airlines, many governments would have no recognition or presence in other countries which would negatively impact tourism, commerce and many related businesses. For a flagship airline to operate in another country, it is necessary for the governments of both countries to agree on “Freedoms of the Air” and sign a bilateral agreement. Airlines remain important representatives of governments, even in today's contemporary aviation environment. At one time, governments owned and operated many of the world's major airlines as well as major airports and associated infrastructure. However, deregulation and privatization of commercial aviation offered benefits not just for governments, but for all stakeholders in a multi-billion dollar industry. Governments who are signatories to the International Civil Aviation Organization (ICAO) agreements are also obliged to implement local security regimes based on local laws, regulations, protocols and procedures. Whether or not governments have relinquished control of their aviation assets matters little. What does matter is that all governments, as primary stakeholders, continue to promote “best practice” on all matters associated with airport operations through effective regulation and policy. This includes implementation and monitoring of international regulations as decreed by the International Civil Aviation Organization (ICAO) and its member states. Government Agencies Providing Law Enforcement or Security Services in Airports Governments not only have a regulatory function, but additional responsibilities in policing national laws that have direct bearing on airport security programs. Governments have put in place a range of law enforcement or security and support agencies to manage compliance with national laws and to manage threats and breaches. Some governments rely on military policing. Others rely on a combination of military and civil policing. Governments may insist on providing all of the support or indirect policing services such as Immigration, Customs, Quarantine, passenger screening, cargo handling, airport security and air traffic control. Others effect indirect policing and support services by combining government resources with private sector involvement. The growing shift to privatizing civil aviation operations will see a divestment of responsibility from government to the sub-contracted private sector. International Regulatory Organizations Although ICAO does not have a physical presence in airports, its mandate comes from the United Nations, and its charter enables it to be involved in a wide range of world affairs and interests. The setting and monitoring of standards and practices associated with airport safety and security is one key area of involvement. Each government must, under the terms of Annex 17, set up its own national security programs/strategies to fulfill the ICAO requirements. Airline Owners and Operators-the Carriers As the most important clients of airports, airlines must also meet and maintain local safety and security standards when operating in airports. With the transfer of airlines and airports to private ownership, airlines must be able to balance regulatory compliance with profitability. Where once airlines knew what their operational safety and security responsibilities were, the lines have become increasingly blurred. Figure 1.1.4a Airport Owners and Operators Airports can either be government funded or privately owned. They can also be operated by a government agency, such as a civil aviation authority, or a private entity. In either case, airport owners and operators play an important role in the management of airports. In order to contribute to the cohesiveness and cooperation of all the agencies involved, it is necessary for PGSAs to understand the challenges which confront airport owners and operators. There are five key challenges:  The continuing global trend towards private airport ownership which must balance quality of service and profitability. Passengers demand efficient and quality service while the airport's success is measured by its profitability.  The development of new international airports as travel becomes more affordable and more countries open their doors to tourism.  The challenge of airport expansion and development, particularly in reconfiguring existing airport spaces to both accommodate additional services and adapt to ever changing requirements.  The ongoing challenge of aligning national and international regulations with the operational realities of airports, i.e. an increase in flights, passengers and airfreight, changes in travel volumes for unforeseen circumstances.  The challenge of separating the safety and security issues of the three major air services - passenger, airfreight and general aviation. Each requires specific but integrated safety and security regulations for seamless operations. New procedures and technologies will be needed to help in the integration process. Figure 1.1.4b Airfreight Forwarders and Postal Services The management of airfreight services is as important as the management of passenger, airport and airline services. The shipment of freight by air, whether as part of a regular passenger pay load or as a cargo-only dispatch, is a vital part of every integrated aviation security program, involving the six services mentioned in Unit 1.1.3. The same applies to mail that is transported by air. Figure 1.1.4c Air Crews From an airport perspective, flight crews, consisting of both pilots and cabin attendants, and paying passengers are one and the same. All are passengers on an aircraft. As crews are considered ‘passengers’, their safety and security is equivalent to that of paying passengers. As a result, PGSAs will also have to ensure that crews and their baggage undergo the required security checks during the check-in process, although in some locations crews will have separate security facilities and processes to use and follow. Most passengers and crews realize that security is an important part of every flight and they are generally willing to co-operate with the PGSAs. After the events of 9/11 and other notable security and terrorism threats, security requirements are typically increased and can result in longer wait times at check in counters, through security screening and can result in delays. Airports, airlines and governments work together in these situations to limit the impact on the passenger flow and airline delays while maintaining the level of security required. Sophisticated technology and enhanced security measures that speed up screening and check-in are already minimizing passenger and aircraft delays at many airports. With the introduction of new technology and well trained personnel managing the check-in of passengers and their baggage, stakeholders have more confidence in airport and flight security. Flight crews and cabin crews must not only respond to terrorism and hijack incidents, but they are also required to follow strictly regulated procedures for the handling of unruly passengers, suspicious packages as well as the carriage of VIP passengers, “DEPA” (accompanied deportee) or “DEPU” (unaccompanied deportee) passengers, and Inadmissible Passengers “INAD”. Figure 1.1.4d Airline Ground Staff and Ground Handling Agents' Staff Staff in this category include ground engineers, maintenance staff, aircraft refuelers, caterers, cleaners, drivers, baggage handlers, aircraft servicing staff, mail and cargo handlers, dispatchers, pre-boarding crews (which may include air crews) and security staff. They provide a complete range of ground support to the airlines. Staff are required to have access to landside and airside areas, and most work either in the vicinity of the aircraft or onboard the aircraft. Figure 1.1.4e—Ramp services personnel Airline and Airport Suppliers and Sub-Contractors Finally, there are a number of different individuals who enter airports to deliver goods or building materials for construction sites, maintain the buildings or facilities, or to service systems equipment. Others may enter to work at a retail location, at a bank or as a tour guide. Individuals may enter to part of a contracted security team, transport cash or other valuables, or to drive a bus or taxi. These suppliers or sub-contracted employees will work mainly in and around the landside areas. However, with privatization and the trend to contracting out both landside and airside services, some of these categories of service providers may require access to the airside. Airports are required to have strict security measures to be followed for the supply chains that bring goods and equipment airside to ensure that no prohibited material is introduced. Study Checks (Unit 1.1) 1. What are the three basic components of the air transport system? a. Airports, airlines and regulatory bodies b. Airport police, passengers and crews c. ICAO, government and private sector d. Airlines, ICAO and private sector 2. In more recent times, civil aviation has been impacted by: a. A decline in privatization of airports b. Decreasing affordability of air travel c. Rapid technological and engineering changes d. An increase in acts of terrorism 3. An airport is divided into landside and airside functions to: a. Promote growth b. Ensure productivity c. Facilitate secure operations d. Allow easier access for vehicles and people 4. All airline crew are considered as: a. Ground handlers b. Passengers c. Aircraft Maintenance teams d. Aircraft cleaners 5. An airport is: a. A terminal point of an aircraft. b. An area designed to enable an aircraft to land and take off. c. An area where only military aircraft operate. d. A ship designed to enable an aircraft to land and take off. 6. Select the agencies that operate in an airport: a. Governments regulatory agencies b. Security technology vendors c. ICAO d. Airport and airline operators e. Aircraft spare part manufacturers f. Airfreight forwarders g. Air crew h. Airline and airport suppliers and sub-contractors 7. The term “ground service providers” is used for: a. Government agencies, fire service and airport authorities, etc. b. Airport contractors, passengers and flight crew, etc. c. Aircraft refuelers, passengers and cleaners, etc. d. Aircraft refuelers, caterers and cleaners, etc. 1.1.5 Unit Summary The goal of this unit is to help you understand the core areas and complexities of airport operations, as well as the various agencies involved in the provision of services to the airlines. It outlined why the airport is an operational system and how it meets the needs of its key clients - the airlines and their passengers. It also provided a good overview of the agencies with whom a PGSA may have to liaise in the delivery of service to the airlines. In this unit we also discussed the challenges faced by the various agencies and the importance of working together to meet an airline's requirements smoothly and efficiently. In the next unit, we will discuss the key requirements of an airline when it operates at airports and how these are met by the various agencies. 1.2 Airline Ground Operational Requirements Unit Learning Objectives By completing this Unit, you will be able to:  Identify the operational needs of an airline at the airport  Describe ground handling services and their function 1.2.0 Unit Overview In this unit, you will be introduced to airline operations. PGSAs execute check-in functions for the airlines and process the baggage of the passengers. They are also expected to liaise with other agencies providing ground handling services to the airlines. This “team” effort is critical to ensure that the airport functions safely, securely and efficiently. PGSAs need to know who the members are of the ground handling team as they will be expected to work with them in performing their tasks. This unit will also explain the type of infrastructure and ground handling support an airport must provide for the airlines. It will identify the agencies involved in delivering key services and explain their roles. Finally, this unit will help PGSAs grasp the complexities of airline operations, so they may effectively execute their responsibilities. 1.2.1 Operational Needs Airlines are the main users of airports. The main focus of airlines, ground handling agents and airports is to ensure operational activities are conducted safely and securely, followed by punctuality, or as it is commonly referred to in aviation, “on time performance”. For an aircraft to depart, many different teams and agencies must execute their tasks on time and in the right order. An airport's infrastructure must be able to meet the needs of any airline that operates in that airport. An airline will require key infrastructure in order to provide service in seven major areas:  Passenger handling services  Ramp services  Load control, communications and flight operations  Cargo and mail services  Support services  Security services  Maintenance/Engineering services These services are classified as ground handling and support services. We will discuss each of these areas in detail in the following units. Key Learning Point Passenger handling is one of the key functions required by airlines. It involves checking in and acceptance of passengers and their baggage prior to boarding and loading respectively. 1.2.2 Ground Handling Services To meet the operational needs of airlines, ground service providers (GSPs) have to provide a range of ground handling services. The provision of passenger services is an important ground handling function. The IATA Safety Audit for Ground Operations (ISAGO), which we will explain later on, defines some of the key responsibilities of GSPs providing passenger services to airlines as follows: Note: Always consult the latest version of the ISAGO Standards Manual (GOSM). Passenger Handling Services ISAGO Standards Manual 1.1 Check In PAB 1.1.1 The provider shall have procedures to ensure a boarding pass is issued to each seated passenger during the check-in process. The boarding pass shall contain the name of the passenger as recorded in an official identity document or card and matching the name contained in the flight reservation. PAB 1.1.2 The provider shall have procedures to ensure that, when accepting items to be loaded as checked baggage during check-in or at the gate, the: i. Dangerous goods notification is displayed ii. Baggage is tagged to the appropriate destination iii. Old baggage tags and/or labels are removed or obliterated, as applicable iv. Applicable handling labels/tags are added v. Baggage not suitable for safe and secure carriage is refused. PAB 1.1.3 The provider shall have procedures to ensure cabin baggage, including cabin seat baggage, is in compliance with size, weight and quantity limits, as specified in applicable regulations. Figure 1.2.2a To illustrate what passenger handling involves, it is useful to know the different phases a passenger typically goes through when preparing to travel by air. This process can be broadly categorised into three areas. With advancements in technology and automated functions, many of the tasks are executed by the passenger themselves and others by the PGSA. Passengers have many options to make flight bookings themselves online, or through some of the more traditional methods such as by using a travel agent, or contacting the airline directly. Before arriving at the airport, passengers can check themselves in online or use the airline's app, select their seat and advise the airline of their intended checked baggage. Once at the airport, more and more self service kiosks and self baggage drop facilities are available, however passengers can typically find a PGSA or airport agent to assist if needed. Traditional check in desks are still available for full agent support, or when further information is needed by the airline from the passenger. For departure, PGSA's have boarding functions to complete but self boarding gates are also in place at many airport locations. Passenger phases:  making a flight booking  arriving at the airport  pre-boarding The activities for each of these can be summarized as follows: (a) Making a flight booking E-commerce–The majority of passengers will research the internet for options and prices to travel by air, consider the experiences of friends and family, and ultimately decide on an airline as a result. Reservations–Once decided, they will make the booking online, or call the airline directly to reserve the flight. Service centre–If the passenger wishes to speak with an airline representative, they will call and make inquiries before booking and this could involve the PGSA at a ticket desk. Sales office/representation/travel agency–These facilities provide a variety of services including answering inquires, making reservations, selling ancillary or extra services and issuing tickets. Electronic ticketing–Tickets are issued electronically and stored in the reservation and departure control systems. Once an electronic ticket is issued, passengers are able to manage their booking online and obtain a boarding pass using online or app based check in. Mobile boarding passes are typically saved on the passenger's smart phone, or can be printed if necessary. Most contain a bar code that will be scanned throughout the airport to identify the booking on the flight. (b) Arriving at the airport Flight information display–Commonly referred to as FIDS, the passenger can find out flight information and check in desk location by referring to these information displays at the airport or on the airline or airport website. Check-in–Passengers proceed to the check in desks to check in, receive a boarding pass, have their travel and/or health documents reviewed and check their baggage. These steps can be done entirely by the PGSA, however any or all can be performed by the passenger using the available automation at that airport. PGSA's and/or other airport agents are typically situated near the automated equipment to provide support and assistance to passengers during this process. The equipment could include Common Use Self Service (CUSS) kiosks, self baggage drop machines or airline provided/owned facilities. With the increase of automated options available to passengers, more and more passengers only encounter a PGSA for the first time at the departure gate rather than the check in counter. This shifts many of the traditional check in functions of passenger acceptance, document checks and management of carry on baggage to the gate. Processing times–If the PGSA is checking in passengers, it is important to monitor and manage the passenger flow and queuing to ensure that the process is smooth and efficient. The passenger experience is an important part of the journey, and airlines may set targets and timelines for the ground service providers to meet. Lounge access–Passengers with certain status levels with the airline, or those travelling in first or business class may be entitled to visit the respective airline lounge. Most lounges are located in the airside area, so are accessed once the passenger passes through the security screening formalities and then the immigration process depending on the airport location and the destination. (c) Pre-boarding Gate information–Many airports no longer permit multiple boarding announcements, or may only offer a selection of pre-recorded announcements. It is therefore important for PGSA's to communicate boarding information to passengers, and equally, for passengers to refer to their boarding passes for gate numbers and boarding times. Departure gates may be located a significant distance from the check in area and could involve the passenger taking a train or bus to reach the gate. Boarding cards should include the time to arrive at the gate, the boarding time and/or the gate closure time. Gate amenities–On the way to the gate, passengers will typically find food and beverage options, retail shops, and for international passengers, duty free shopping enroute or at the gate. Gate–At the boarding gate, there are typically two different processes. One is security-related and the other is a PGSA function. For security purposes, passengers and their carry-on baggage undergo security screening. This is either done at a central location or directly at the gate. Depending on the gate layout, passengers will have their boarding passes and passports or other government issued photo ID verified by the PGSA after security or before boarding the aircraft. Boarding–Once the PGSA has started the boarding process, using recorded or live announcements where possible, passengers can board the aircraft after the bar code on their boarding pass has been scanned and therefore validated by the computer system in use by the airline. This is either done by the PGSA or when using self-boarding gates, by the passengers themselves. While paper boarding passes are still widely accepted, many passengers are now opting for an electronic or mobile version displayed on their phone in order to board the aircraft. Baggage delivery to the aircraft–The passengers' checked-in baggage, meanwhile, will have been delivered to the aircraft for loading prior to the departure of the flight. Figure 1.2.2b—Passengers go through three phases before flying. Specialized or additional services Specialized or additional services may be or must be provided to passengers and their baggage upon request or notification of, for example:  Unaccompanied minors and young persons travelling alone  Passengers with disabilities  VIPs, (very important passengers)  Transit without Visa passengers  Deportees, that may be accompanied or unaccompanied by security personnel  Passengers with medical requirements such as those requiring oxygen. In addition to the above and depending on individual company procedures, you may also be required to:  Assist passengers when flights are interrupted, including rebooking, providing meal and hotel vouchers, transportation.  Handle airline or passenger complaints  Handle “lost & found” and damaged baggage and articles Besides the formalities for passengers discussed in this unit, other processes by different agencies need to be completed before a flight can depart. PGSAs are required to liaise with various suppliers and service providers to coordinate the completion of all necessary tasks prior to clearing a flight for departure. Did You Know? Most airports have a “Baggage Storage” service. Passengers who need to keep their baggage safe prior to check-in can deposit it at this special facility, typically for a fee. Figure 1.2.2c Ramp Services These involve all essential services required before flight departure, which could include the loading of baggage, providing drinking water to the aircraft, and ensuring that the lavatories are ready for use prior to departure, for example. Classified as ground and ramp handling services, they are usually provided by a ground handling company with which the airline has signed a ground handling agreement. For those interested in discovering the world of ramp handling, IATA offers various Airport Ramp Services course. These can be taken either as eLearning, self-study through a printed textbook or eBook, or in an instructor-led environment at one of IATA's Authorized Training Centres offering this course in many countries. The latest technology is available on the Ramp VR course which provides an immersive ramp experience. (www.iata.org/rampvr) Figure 1.2.2d—Ramp services personnel performing aircraft push-back and communicating with flight crew Load Control, Communications and Flight Operations These include load control management which is important to the overall weight and balance of the aircraft in order for it to fly safely and efficiently, communication between ground and flight deck, flight operations for departure (which involves the cockpit crew), flight preparation for a variety of scenarios and crew administration. Like ramp operations, these services are also usually provided by a ground handling company with which the airline has drawn up an agreement. Figure 1.2.2e—Load controllers/ground dispatchers Cargo & Mail Services Cargo and mail is another important operational requirement for airlines. It involves general cargo and mail loaded aboard the aircraft prior to departure. Airlines will also have a ground handling company provide these services through a ground handling agreement. Figure 1.2.2f Support Services Support services relate to the provision for airline representatives, logistics, aircraft cleaning, as well as the catering requirements for the flight. PGSA's may be involved with some catering verifications such as communicating additional or special meal requirements. Figure 1.2.2g—Cabin cleanliness, sanitation and overall presentation is an important element of the passenger experience Security Services Airlines have two essential and necessary areas of focus–safety and security. It goes without saying that security screening is a very important part of airline operations. These services are usually provided by either the airport's law enforcement agency or by a private security agency. Whatever the case, the screening of passengers and their baggage begins from the moment they enter the terminal building. Security includes passenger and baggage screening, cargo and mail security, catering security, aircraft security and any other additional security measures as requested by airlines, airport authorities, regulation, or during times of increased security threat levels. PGSAs also play a part in security during the check-in process, by way of verification of the passengers identity and entitlement to board a flight, by protecting passenger information, and by watching out for suspicious behaviour. Figure 1.2.2h Maintenance/Engineering Services All aircrafts require engineering and maintenance services when on the ground. These include refueling/defueling and aircraft maintenance. They are usually provided by a ground handling company with which the airline has an agreement or by line maintenance companies that provide these services in airports. Figure 1.2.2i Study Checks (Unit 1.2) 1. Fill in the blanks. What are the seven major areas of support that an airport provides to its airlines? a. ____________________________________________________________________________ b. Ramp services c. Load control, communications and flight operations d. ____________________________________________________________________________ e. ____________________________________________________________________________ f. ____________________________________________________________________________ g. Maintenance/Engineering services 2. Circle one. Which of these services relates to the provision of logistics, aircraft cleaning services and catering services? a. Cargo services b. Communications c. Support services 3. This service involves general cargo and mail handling services, customs control, handling of irregularities, documentation processing, physical handling of inbound and outbound cargo and mail, transfer/transit cargo and post office mail: a. Cargo and mail services b. Ramp handling c. Passenger handling d. All of the above 4. Which of these relate to the provision of load control management, communication between ground and airline, flight operations for departure, flight preparation for a variety of scenarios and crew administration? a. Passenger handling b. Support services c. Security handling d. Load control, communications and flight operations 5. What is the third phase a passenger will go through when preparing to fly, after the “making a booking” phase and “at the airport” phase? a. Flying phase b. Pre-boarding c. Baggage claim phase d. Check-in phase 6. What do security handling services involve? a. Directing passengers to board the aircraft b. Directing passengers and crews to the gates c. Keeping all the valuables of the passengers in a safe d. Screening of cargo, mail and passengers 1.2.3 Unit Summary In this unit, we looked at airline operations. We saw what types of infrastructure requirements an airport must provide for airlines. We also discussed the various ground handling support requirements of airlines and the agencies that provide these services. This unit should help you to appreciate how complex airline operations can be. As PGSAs, you will be trained to provide some of the ground handling support services that were discussed in this unit, especially in relation to passenger handling. In the next few modules, you will learn how to perform your various responsibilities as a PGSA. 1.3 International Passenger & Baggage Carriage Regulatory Framework Unit Learning Objectives By completing this Unit, you will be able to:  Describe the roles of ICAO and other key aviation industry players  List the international regulatory documents necessary for a PGSA's work 1.3.0 Unit Overview As a PGSA working in the airport, you could be employed by an airline which handles its own flights or by a Ground Handling Company which has been contracted to provide a variety of services to an airline. In either case, you need to be aware of the international and local regulations governing the airport and the airlines for the handling of passengers, baggage, catering, cargo and security. These regulations are meant to meet the safety and security needs of the airlines, and you must comply with them when providing services to the airline. The regulations will include those issued by ICAO (containing 19 annexes that relate to various areas of airport operations), those developed by IATA for its member airlines, those of the Transport Security Administration (TSA) of the United States, and the regulations of the European Union. Besides these international regulations, there are also local (within the country) and company (airline) regulations to follow. However, before we explain the regulations, let us understand how regulations are adopted and the role of ICAO, IATA, governments and individual airlines. Figure 1.3 ICAO Did You Know? The Caribbean state of Dominica is the latest (193rd) member state of ICAO. The International Civil Aviation Organisation, or ICAO, was established in 1944 as part of the United Nations. It was initially responsible for the development, implementation and oversight of “Rules of the Air”, focussing on air travel safety. Its role was expanded to include aviation security due to acts of terrorism against the industry. To regulate the safety and security of airports in its 193 member states (as of April 2019), ICAO produced 19 annexes, containing Standards and Recommended Practices (SARPs) for specific areas of airport operations. A “standard” is mandatory and a “recommended practice” is to be implemented wherever possible. As PGSAs, you will be subject to some of these rules and regulations in your own areas of work during passenger handling. As airports and agencies operating in the airport have to implement the SARPs, so do the airlines. However, since airlines are private entities ICAO does not have any direct oversight of them. Oversight has been passed to the local regulatory authorities, the Civil Aviation Authorities (CAAs) of each ICAO member state. In addition to membership in IATA, many airlines are members of regional associations that represent the airlines on a regional level. Find out more about ICAO at www.icao.int. IATA IATA (International Air Transport Association) was founded in Havana, Cuba, in April 1945. It is the prime vehicle for inter-airline cooperation in promoting safe, reliable, secure and economical air services. At its founding, IATA had 57 members from 31 nations, mostly in Europe and North America. Today, it has some 290 members from 126 nations in every part of the globe. To assist its members in implementing SARPs, IATA has produced a number of guidance materials to support all areas of the airlines' operations. It has also developed the IATA Standards and Recommended Practices (ISRPs) which are validated by the airlines and ground service providers (GSPs). We will learn more about these ISRPs in unit 1.3.1. Find out more about IATA at www.iata.org. Key Learning Point PGSAs are guided by a number of regulatory procedures to ensure the safety and well being of travellers. IATA's aim is to help airlines help themselves by simplifying processes and increasing passenger convenience while reducing costs and improving efficiency. IATA works closely with ICAO and other organizations such as the Airport Council International (ACI), to develop new initiatives that enhance efficiency and cost effectiveness. As a PGSA working for an airline, you are expected to be knowledgeable of IATA's guidelines and execute the rules and regulations during passenger handling. Throughout this course, reference will be made to relevant sections in the latest versions of the IATA manuals for passenger handling, such as the Passenger Services Conference Resolutions Manual (PSCRM), Airport Handling Manual (AHM), IATA Safety Audit for Ground Operations (ISAGO) Standards Manual and the Baggage Reference Manual (BRM). Additionally, a ground handler and an airline will both have their own Ground Operations Manual (GOM) that may have even stricter or stronger requirements that also must be known and followed. Governments The governments of the 193 member states of ICAO are obliged to develop legal guidelines to implement the SARPs in their airports. To do this, a government must make ICAO's regulations lawful in their country by an act of parliament. The governments of member states may also include additional aviation safety and security requirements, over and above those of ICAO, based on their own operational environments and risk assessments. These, too, must be implemented by the airlines. It is therefore important for PGSAs to be familiar with the local laws of the country the airlines are operating in United States of America (US) and the European Union (EU) The US and the EU have traditionally implemented additional safety and security regulations for airlines flying over their territories. After the incidents of 9/11 in the US, many more changes were made to safety and security regulations by ICAO, IATA, the US and the EU to protect air travel from further acts of terrorism. PGSAs therefore need to be familiar with additional regulations related to passenger handling that the airlines must meet when they operate in the US or the EU. 1.3.1 IATA Standards and Recommended Practices As explained earlier, PGSAs must be familiar with international, local and company regulatory standards as they have to apply all requirements related to passenger handling services. These standards have been agreed to by the IATA member airlines and are published and distributed by IATA in formal manuals. PGSAs–depending on their role–may also have to make reference to IATA manuals during the course of their work and/or training. A copy of the Manuals below can be purchased from the IATA Online Store (https://store.iata.org). It is important to know that most of these manuals are updated annually, so the latest versions must always be referenced. The Passenger Services Conference Resolutions Manual (PSCRM) This manual (Figure 1.3.1a) has been divided into two parts. It's purpose is to consolidate and publish all effective Passenger Services Conference resolutions and recommended practices, as well as those that have been adopted by IATA members at their respective annual conferences. The resolutions cover the following areas:  Passenger processing  Ticketing  Baggage  Reservations  Miscellaneous Part 1 of the manual contains the resolutions and Part 2 contains the recommended practices. There are some key resolutions which are related to passenger handling with which PGSAs must comply. Relevant extracts from these resolutions will be quoted throughout this course. These include:  Resolution 700 - Acceptance and Carriage of Passengers with disabilities requiring assistance (e.g. passengers with reduced mobility).  Resolution 701 - Inadmissible Passengers and Deportees.  Resolution 722 - Passenger Ticket and Baggage Check - Technical Specifications.  Resolutions 722f - Automated and Electronic Tickets.  Resolution 739 - Baggage Security Control.  Resolution 740 - Form of Interline Baggage Tag.  Resolution 745 and 745a - Dangerous Goods in Passengers Baggage and Acceptance of Firearms and Other Weapons and Small Calibre Ammunition. Baggage Reference Manual The IATA Baggage Reference Manual (Figure 1.3.1a) is another important document that PGSAs need to be aware of. Together with the PSCRM, this document provides a comprehensive source for best practice baggage procedures, related to:  Baggage acceptance  Baggage security  Baggage handling  Delayed and lost baggage tracing  Claims  Delivery  Loss  Pilferage  Damaged baggage Another important resolution regarding baggage is AHM 753, which ensures that baggage is tracked at four points in the journey for visibility, as well as better management of and decreased numbers of mishandled baggage. Figure 1.3.1a—IATA Baggage Reference Manual The IATA Safety Audit for Ground Operations (ISAGO) Standards Manual The ISAGO Standards Manual (Figure 1.3.1b) contains the Standards and Recommended Practices to assess the management and control systems of ground handling services for airlines. Registered ground handling companies (also called “ground service providers”) are audited against these standards by the IATA Auditors, on behalf of all the participating IATA member airlines. The sections in the manual cover the following areas:  Organization and Management  Load Control  Passenger and Baggage Handling  Aircraft Handling and Loading  Aircraft Ground Movement  Cargo and Mail Handling As a PGSA, you will find the Standards and Recommended Practices related to passenger handling very relevant. You can download a free copy of this manual, known as the GOSM (Ground Operations Standards Manual) at http://www.iata.org/ISAGO. Airport Handling Manual The Airport Handling Manual (AHM) and Ground Operations Manual IGOM (Figure 1.3.1b) are other documents PGSAs need to be aware of. These documents are also produced by IATA and are for use by ground handling companies contracted to provide a range of services to the airlines. The IGOM contains a set of baseline safety procedures for a ground handling provider to follow when providing services to an airline. Procedures included cover these areas:  Passenger handling  Ramp handling  Load control and operations  Cargo/Mail The AHM manual is a guide to recommended industry standards and procedures. It supplements the PSCRM and outlines clear requirements for the following areas:  Passenger Handling  Baggage Handling  Cargo/Mail Handling  Aircraft Handling and Loading  Load Control  Airside Management and Safety  Aircraft Movement Control  Ground Handling Agreements  Airport Handling Ground Support Equipment Specification  Environmental Specifications for Ground Handling Operations Some of the important procedures relevant for PGSAs are:  AHM 120 - Inadmissible Passengers and Deportees  AHM 176 - Recommendations for the Handling of Passengers with Disabilities (PWD)  AHM 181 - General guidelines for passenger agents in case of suspected communicable disease Figure 1.3.1b—IATA Airport Handling Manual Figure 1.3.1c—IATA Ground Operations Manual Study Checks (Unit 1.3) 1. How many States are members of ICAO as at April 2019: a. 171 b. 181 c. 193 d. 201 2. Fill in the blanks. What are the four key documents that provide guidance and procedures for the handling of passengers and baggage? a. ____________________________________________________________________________ b. ____________________________________________________________________________ c. ____________________________________________________________________________ d. ____________________________________________________________________________ 3. Fill in the blanks. The PSCRM contains two parts. Part 1 contains resolutions that cover five key areas. What are they? a. Passenger processing b. _______________________________________________________________________________ c. _______________________________________________________________________________ d. _______________________________________________________________________________ e. _______________________________________________________________________________ 4. Which document will provide procedures for Delayed and Lost Baggage tracing? a. PSCRM b. BRM c. AHM d. ISAGO 5. Fill in the blanks. The AHM is a guide to recommended industry standards and procedures. What does it cover? a. ___________________________________________________________________________ b. ___________________________________________________________________________ c. ___________________________________________________________________________ d. Aircraft handling and loading e. Load control f. ___________________________________________________________________________ g. Aircraft movement control h. Ground handling agreements i. Airport handling ground support equipment specification j. ___________________________________________________________________________ 6. The document that contains the Standards and Recommended Practices to assess the management and control systems of ground handling services for airlines is called: a. PSCRM b. AHM c. ISAGO d. BRM 1.3.2 Unit Summary In this unit, we described the roles of ICAO and other key players in the aviation industry who also provide guidelines for passenger handling. We also looked at the various regulatory and guidance manuals that are relevant to this industry. It is important for PGSAs to be familiar with these documents as they provide the rules and regulations governing internationally accepted procedures for passenger and baggage handling which are directly related to a PGSA's work and training. Module Summary In this module, you were introduced to both airport and airline operations. These operations are very closely related, since airlines are the main users of airports, and airports are structured to meet the requirements of airlines. We introduced you to the core operations of an airport and the different agencies providing services to the airlines. It showed why the airport is considered an operational system and how it meets the needs of its key clients, the airlines and its passengers. It also gave you a good perspective of the agencies with whom you may have to liaise as part of your duties. We saw the types of infrastructure requirements an airport must provide for the airlines, which ground handling support the airlines need and the agencies which provide these services to them. You were also introduced to the various international regulatory organizations and the guidance manuals which are relevant to this industry. The documents provide the internationally accepted rules and regulations for passenger and baggage handling which PGSAs must follow. Other Resources and References IATA Airport Handling Manual (www.iata.org/AHM) IATA Ground Operations Manual IGOM (www.iata.org/IGOM) IATA Passenger Conference Resolution Manual ISAGO Standards Manual Additional Relevant Training Courses: Airport Services–Passenger Handling www.iata.org/training-TALP10 Ground Operations Management–Self Study www.iata.org/training-TALP52 Airport Ramp Services–Self Study www.iata.org/training-TAPP51 Human Factors for Ground Operations–Fundamentals www.iata.org/training-TAPP64 Baggage Claims and Proration www.iata.org/training-TAPG62 Baggage Handling Services and Systems www.iata.org/training-TAPG09 Answer Key Study Checks (Unit 1.1) 1. a 2. c 3. c 4. b 5. b 6. a, d, f, g, h 7. d Study Checks (Unit 1.2) 1. a. Passenger handling services d. Cargo and mail services e. Support services f. Security services 2. c 3. a 4. d 5. b 6. d Study Checks (Unit 1.3) 1. c 2. a. PSCRM b. BRM c. ISAGO d. AHM 3. a. Ticketing b. Baggage c. Reservations d. Miscellaneous 4. c 5. a. Passenger handling b. Baggage handling c. Cargo/mail handling d. Airside management and safety e. Environmental specifications for ground handling operations 6. C Module 2: Computer Reservations and Departure Control Systems Function Module Learning Objectives By completing this Module, you will be able to:  Describe the purpose and function of the computer reservation system  Describe the purpose and function of the departure control system  Interpret DCS (departure control system) check-in commands Module Introduction This module will introduce you to the Airline Reservations (ARS) System and the Departure Control System (DCS). It will provide you with a general overview of how these systems work in tandem and explain their differences. The typical ARS has evolved into what is called the “Computer Reservations Systems” (CRS), which interface with a “Global Distribution System” (GDS) to support the reservations systems of most major airlines around the world. This module will also explain how a CRS works in general without specifically covering the many different CRS and GDS systems available. Once you are hired as a PGSA, you will be trained on the specific system used by your employer that is needed for your role. The Departure Control System (DCS) is the system used by airlines, ground handlers or airports to check-in and board passengers. The DCS is usually connected to the reservation system (a CRS), enabling it to check for a valid reservation on a flight. The DCS is used to enter passenger information, note specific services required, select appropriate seats, add baggage information, verify documentation and entry requirements, and perform security vetting by interacting with customs or border control security agencies. Once these entries are successfully recorded, a valid boarding pass and baggage tags will be issued/printed. At the departure gate, the DCS is used to confirm that passengers board the aircraft to give us an accurate passenger boarded list and count. The DCS may also be used to dispatch cargo and to optimize aircraft weight and balance. As mentioned in Module 1, the ISAGO standard for passenger and baggage that we identified requires all personnel providing passenger handling services to be trained in this function. As a PGSA, you will need to be familiar with the particular reservation and passenger handling system of your airport, airline or ground handler. Airports, airlines and ground handlers used to own their own reservations and passenger handling systems in the past. Today, most GDS, CRS and DCS are run by independent companies with airlines and travel agencies as major subscribers. Some of the more common ones are:  Amadeus  Abacus  Travelport  Sabre  Navitaire  Radixx While each of these is unique and training is required on their use they serve the same purpose, i.e. to assist PGSAs in processing passengers and their baggage. In this module, we will discuss the computer reservation and departure control systems, and their capabilities. 2.1 The Computer Reservations System Unit Learning Objectives By completing this Unit, you will be able to:  List the system objectives  Describe the system context  Define the functional requirements  Describe how to reserve or block a ticket  Describe how to reschedule a ticket  Be aware of the steps in cancellation and other functions  Be aware of the non-functional requirements 2.1.0 Unit Overview In this unit, we will discuss the features of the Computer Reservation System (CRS) and how it interfaces with the Global Distribution System (GDS). While a CRS can be used in many areas of travel (hotels for example), our focus is on airline seats. We will look at the following areas:  System objectives;  System context;  Functional requirements;  Non-functional requirements; and  Future requirements. Some of the information provided in the lesson is extracted from a study conducted by the Georgia Institute of Technology in June 2000. Through this unit, PGSAs will get a clear idea of how the CRS works, and how it interfaces with the GDS. PGSAs will also learn how the CRS is used to make flight reservations, perform booking confirmations, cancellations and ticketing functions. As technology evolves, most bookings are made on the internet. We will see how an online booking is made, which is similar to how a PGSA would make a reservation. Figure 2.1 Key Learning Point The CRS helps airlines maximize their profits. 2.1.1 System Objectives The CRS is a software application that assists an airline with transactions related to making ticket reservations, including blocking, reserving, cancelling and rescheduling tickets. It helps the airline:  Minimize repetitive work done by the system administrator and reservation agents.  Maintain consistency across different access modes, e.g. phone, Internet, information desk and across different physical locations. The system is designed to take the users through the same steps as conventional desk-reservation systems.  Maintain customer information in case of emergency, e.g. flight cancellation due to inclement weather. The profile can also be used by the airline company to track passenger preferences and travel patterns to serve them better, plan routes, target marketing and schedule flights more efficiently.  Maximize the revenue of the airline company by: o Increasing awareness among frequent travelers about special offers and discounts. o Minimizing the number of vacant seats on a flight and maximizing flight capacity utilization. o Maintaining its capability to adopt a flexible pricing policy. Ticket price is dynamically determined by how early the customer buys the ticket prior to departure. Did You Know? A CRS is a user friendly system that passengers use to book their flights online. 2.1.2 System Context A CRS is used for the reservations of a particular airline, and interfaces with a GDS that supports travel agencies and other distribution channels in making reservations for most major airlines in a single system. The CRS provides an easy-to-use, intuitive Graphical User Interface (GUI) as part of the PGSA/Administrator's working desktop environment. It will also provide an interactive GUI on the Internet for customers to perform the same functions as the PGSAs, such as checking the flight schedule, availability of seats, ticket price, and to block, reserve, cancel, and reschedule tickets. The CRS may also provide an easy to use telephone interface that passengers can use to check flight schedules and times. 2.1.3 Functional Requirements There are many CRS and GDS systems available, and we will explore how they generally function. Proper training on the system in use will be provided by the airport or airline that hires the PGSA. The passenger, or PGSA (if using the airline or airport system), will first be presented with three choices by the reservation system. The choice will be determined by whether the user or PGSA is a guest or a registered user and whether they want to check the availability of tickets or to also block/buy them. The terms “registered user” and “guest” are described below. A user who has used the system of the airline before would have been given a user ID and a password. The user's personal information or “profile” is stored and they are identified as a “registered user”. A registered user is able to check the availability of tickets as well as block/buy a ticket by logging into the system (See figure 2.1.3a). A new user, however, would either have to:  Register themselves with the system by providing personal information, or  Log into the system as a guest. A guest can only check the availability of tickets and cannot block or buy tickets. A registered user can also act as a guest if he only wants to check the availability of tickets. “Availability of tickets” always refers to the flight schedule for given days, the price of tickets and any discount offers. The user may exit from the system at any time during the process. Figure 2.1.3a—A new user can check ticket availability, price and flight schedules The CRS requires a user to register first in order to carry out any transactions, except for checking the availability of tickets. It will ask the user for the following information: first name, last name, address, phone number, e-mail address, gender, age, and preferred credit card number. After logging a user (either a PGSA, registered user or a guest) in, the system will ask the user to enter their city of origin and destination city. “City” is a generic term and may refer to a city or town. The system will also ask the user to enter the following information: class(one-way or round trip), departure date and the number of adult passengers, children and infants.  “Class” refers to the class of service, such as business class/first class/club class. The user chooses via a drop-down menu which includes all possible combinations.  The selection of the one-way/round trip options will be offered via either a drop-down menu or a check box.  “Departure date” is usually entered through a calender-like menu and often also gives the option to type it in manually. This menu will not show dates in the past or those that are too far ahead (as determined by the airline's policy). If the trip is a round trip, the system will also ask the user to enter the date of the return trip. Next, the system checks for any false entries, e.g. the date of the return is earlier than the date of the departure. When an error occurs, the system will display an error message and prompt the user to re-enter the information correctly. Next, the system will refer to the flight schedule database, and check if there is any ambiguity in the names of the cities the person has put in. In case there are more than two cities with the same name as entered by the user, the system will list all of them (with more qualifications) and ask the user to select one. If either the origin or destination cities are not listed in the database as being serviced directly by the airline, the system will suggest the nearest city to which service is available, and include the distance between the two. After the origin and destination cities are determined the system will access the flight schedule database, and check if there is a direct service between the two cities. If not, the system will suggest possible routes and transfer points using a route selection option. Once the user has selected a route, the system will fill in the intermediate stop-over points and create a multiple-trip itinerary for the user. The system will then access the schedule again and query it using the input provided by the user. The system queries the reservation database to check which of the flights on the schedule have seats available. The system displays the results in a tabular form with the following information for each flight: flight number, departure time in origin city, arrival time in destination city, flight duration (taking into account time zone changes) and the number of seats available on that flight. It will also take into account the following variations:  If there are several flights between two cities all of them will be listed for the particular date on which the user wants to depart from the origin city.  If the user has requested a round trip, the system will display options–one for the outbound trip, and one for the return (see Figure 2.1.3b). The examples are taken from the Qatar Airways website. Figure 2.1.3b—Round trip options The user is asked to select an itinerary reflecting a choice of flight number and departure and arrival times. In the case of a round trip, the user will also be asked to make a selection for the return. The system will then display the price of the ticket for the trip. If the user is booking for other passengers as well, the total for all passengers will be shown. 2.1.4 Reserving or Blocking a Ticket After the user has checked the availability of flights and flight schedule options in Section 2.1.3, the system, depending on the airline, will not only offer to book the seat immediately, but if the passenger wants some time to consider the trip, also an option to block the seat for a certain period against a charge. The blocking period and the charge for it will depend on the individual airline. If the user:  Is a guest, they will first have to register to log into the system.  Is already a registered user, and has already logged in, they can block/buy the ticket. However, if they has been using the system as a guest, they will have to log in. With the input from the user (see Figure 2.1.4), the system will proceed to update the reservation. It will decrease the number of available seats on a particular flight by the number of tickets being requested by the user. The system takes note in the database of blockings and generates a blocking number and displays it for the user to note down. If the user buys the ticket, the system accesses the profile and charges the price of the ticket to the credit card number. It simultaneously generates a confirmation number and displays it to the user for them to note down. The ticket has been reserved. If the passenger is a member of the airlines' frequent flyer program, the miles of the trip are automatically added to their account. If the passenger is making the reservation as a guest, they will be given an option to enter their frequent flyer number manually. Figure 2.1.4—The system requests details of the passenger when booking or blocking a seat 2.1.5 Blocked Ticket A user who has earlier blocked a ticket will not be required to confirm the ticket. If no cancellation took place during the blocking period, the ticket will then automatically be issued. The passenger will be charged the guaranteed ticket fare as well as the blocking fee if any. 2.1.5 Blocked Ticket A user who has earlier blocked a ticket will not be required to confirm the ticket. If no cancellation took place during the blocking period, the ticket will then automatically be issued. The passenger will be charged the guaranteed ticket fare as well as the blocking fee if any. 2.1.6 Changing a Reservation The system allows the user to re-schedule the travel party's trip. To do this, the system first logs the user in and requests the confirmation number. It will only allow a user to reschedule a confirmed ticket, and not a blocked one. The system queries the reservation database and presents the details of the trip to the user, including, but not limited to, city of origin, destination city, date of departure and date of arrival (for round trips). The system will then ask the user to select new dates from the calendar-menu, and goes through the previous steps of preparing itinerary options. When there are no available tickets for the dates entered, the system will display a message informing the user that rescheduling is not possible. When tickets are available, the system will ask the user to select the flight number for the trip (both ways for round trips) and will proceed to update the database. The system accesses the reservation database and decreases the number of available seats on the flight(s) by the number of passengers in the user's travel party. It will then increase the entry for the previous flight by the same number to reflect an increase in the available seats as a result of the rescheduling. The system will check if there is any difference in the prices of the tickets. If so, it will access charge or credit the difference to the user's credit card. The system generates a new confirmation number and displays it to the user. 2.1.8 Non-Functional Requirements The response time of the CRS should be less than two seconds the majority of the time. Response time refers to the waiting time while the system accesses, queries and retrieves the information from the databases. The CRS is able to handle at least 1,000 transactions/inquiries per second. It is designed to show no perceptible deterioration in response time as the number of users or flight schedule data increases. The CRS is available 24 hours a day, 7 days a week. It will always provide real-time information about flight availability. The CRS is robust and has a high degree of fault tolerance. For example, if the user enters a negative number of passengers or a value that is too large, the system will identify the invalid input and produce an error message. It will be able to recover from hardware failures, power failures and other natural catastrophes and rollback the databases to their last valid state. The CRS provides an easy-to-use graphical interface similar to other existing reservation systems so that users do not have to learn a new style of interaction. The Web interface is intuitive and easily navigable. Users will be able to understand the menu and options provided by CRS, and any notification or error messages generated by CRS will be clear, succinct, polite and free of jargon. The integrity of the CRS is protected because only the system administer has the right to change system parameters, such as pricing policy, etc. The system is secure and uses encryption to protect the databases. Users need to be authenticated before having access to any personal data. Besides this, the interoperability of the CRS helps to minimize the effort required to couple it to another system, such as the flight schedule database system. If a customer chooses to make a booking, confirmation or cancellation through a PGSA, then the PGSA will have to execute the tasks in the CRS as described earlier. Study Checks (Unit 2.1) 1. Fill in the blank. List the main objective of the Computer Reservation System. a. _____________________________________________________________________ b. Maintain consistency among different access modes c. Maintain customer information in case of emergency d. Maximize the revenue of the airline company 2. Write the missing word(s) in the space provided. The Computer Reservation System (CRS) provides an easy-to-use, intuitive _________________________________ as part of the PGSA/Administrator's working desktop environment. 3. List the three types of databases which are internal to the CRS and which it maintains. a. ____________________________________________________________________ b. ____________________________________________________________________ c. ____________________________________________________________________ 4. A user of the CRS would be governed by whether they are a guest or a registered user. a. True b. False 5. It is necessary to confirm a blocked ticket or otherwise the reservation will be canceled. a. True b. False 6. Which database will the CRS access to charge the cost of the ticket(s) to the user? Circle your answer. a. User b. Schedule c. Reservations d. Geography 7. Write the missing word(s) in the space provided. 8. The integrity of the CRS is maintained because only ______________________________ has the right to change system parameters, such as pricing policy. 2.1.9 Unit Summary This unit introduced you to the Computer Reservations System (CRS) and how it works. It provided you with a step-by-step look at the various capabilities of the system from the booking of a ticket to communicating information related to booking, flight details, best price, cancellation, etc. This unit also helped you to understand how anyone who wants to book a flight can now do it electronically without any hassle. This unit is a prelude to your introduction to the Departure Control System (DCS), to which the CRS is linked. As a PGSA, you will be using the DCS to process passengers and their baggage. The DCS will be discussed in the next unit. 2.2 The Departure Control System Unit Learning Objectives By completing this Unit, you will be able to:  Describe the check-in and boarding process  Describe the concept of weight and balance  Describe how baggage reconciliation and tracking are achieved 2.2.0 Unit Overview In the previous unit, you were introduced to the Computer Reservations System (CRS). Linked to CRS is the Departure Control System (DCS). In order to enable check-in, capacity control and the dispatch of the flight to be executed more efficiently the IATA Airport Handling Manual recommends that: IATA AHM 503 In programming and operating their electronic data processing (EDP) departure control systems (DCS), members observe the principles and detailed requirements of the IATA functional specifications for a standard DCS detailed herein. Figure 2.2 AHM 503 provides guidelines for new DCS systems to define the user requirements to assist airlines, ground handling providers, manufacturers, airport authorities or vendors who provide or plan to provide standard DCS systems to user airlines. The DCS is able to interface with various other systems, such as flight planning, dispatch, cargo and reservations or even other DCS systems. As a PGSA, you will be required to use the DCS. An airline may have developed its own DCS or bought the solution off-the-shelf from a provider. In the case of a handling agent serving several airlines, the handling agent may be trained on the airline's DCS or use its own. The DCS automates the processing of an airline's airport management operation. This includes managing the information required for airport check-ins, the printing of boarding passes and baggage tags, cargo load control and passenger acceptance and security vetting requirements. Today, the DCS manages about 98% of electronic tickets via interfaces from a range of devices, such as the Common User Self-Service System (CUSS) explained below, online check-in, mobile boarding passes and baggage handling. The system is able to identify, capture and update reservations from an airline's CRS for passengers stored in its Passenger Name Record (PNR). A DCS is used to update reservations, typically as checked-in, boarded, flown or other status. DCS systems interface directly or indirectly with the Global Distribution System (GDS), Load Control Systems and an airline's inventory management. Increasingly, a DCS may also be connected with immigration control, Visa, Immigration and Passenger No-Fly watch lists. Larger international airports will have a range of DCS systems or a single DCS with which each airline can integrate for streamlined operations. 2.2.1 Check-In and Boarding Process The DCS is able to perform a variety of functions. The key capabilities of the system are:  Check-In  Boarding  Weight and balance  Baggage reconciliation The DCS can sit within a bigger system. In this example, it sits within an airport system that has many other capabilities as shown hereafter. Let's begin by looking at how the DCS facilitates the four components. Check-In A flight is usually created in the DCS 24 hours before departure. All names, passenger data such as date of birth and passport information, seat requests and special requests are sent from RES to DCS. The key purpose of check-in is to recognize and accept passengers and their baggage for travel on a selected flight with a selected airline. With the introduction of ‘self-check-in’ by passengers, a passenger arriving at an airport is now expected to use a Common User Self Service (CUSS) system (more details appear later) or kiosks which will guide them through the check-in process with a series of prompts for:  Requesting and checking the passport or travel document of the passenger  Requesting the flight booking reference (see 2.2.1a)  Allocating or recognizing the seat for the passenger (see figure 2.2.1b)  Checking for any special meal requirements or special services requests  Security verification  Processing the check-in baggage, collecting the baggage fees by credit card (where applicable)  Printing the boarding pass (See figure 2.2.1c)  Printing the checked baggage tag (depending on system capabilities and company procedures)  Selling ancilliary services such as upgrades or priority services The role of the PGSA will be to assist a passenger who has difficulty or is not familiar with using the CUSS. The complete process is registered in the DCS and the PGSA will be able to perform acceptance control. Figure 2.2.1a—Requesting the Flight Booking Reference Figure 2.2.1b—Seat allocation Figure 2.2.1c—Boarding card As technology continues to evolve, the objective is always to save time and improve the passenger experience, reduce queuing time and make the best use of the airport footprint. Passengers check in using their computer, tablet or mobile phone and while many chose to receive their boarding pass electronically, some passengers may still prefer a printed version. More and more passengers choose to display their electronic boarding pass on their smart watch (see figure 2.2.1d) Some airlines offer another option, the automated check-in, which happens 24 hours before departure and the passenger is automatically sent an electronic boarding pass. Figure 2.2.1d—Electronic boarding pass on mobile phone and smart watch CUSS Optional Functions In the case where the baggage tag is not printed by the CUSS, the passenger with the boarding card will proceed to the check-in counter to check their baggage. The PGSA will verify the passenger's identity, and then print the baggage tag, affix it to the baggage of the passenger and accept the baggage. In the event the CUSS is able to print the baggage tag, the passenger will affix the baggage tag to their check-in baggage and ‘drop’ the baggage at a drop location at the airport. This complete process is registered in the DCS and the PGSA will be able to perform acceptance control. Many airports now offer self-service baggage drop off areas. Typically, the passenger scans the bar code on their boarding pass, and the system will recognize their check in information. If the system prints baggage tags, passengers will enter the number of checked bags and answer questions pertaining to dangerous goods. Tags will be printed, affixed by the passenger and the bags will then be accepted by the system. If the baggage is already tagged, the system will accept them once the passenger is recognized as being checked in. Bags are then transported by belt to the baggage sortation area. Figure 2.2.1e—Self-service baggage drop-off counter (Source: www.tyrolean-airways-austrian.com) A check-in transaction is normally completed with entries by the agent and a reply from the computer; bag tags and boarding passes may be generated automatically or requested by additional entries. Another feature of DCS is automatic through check-in or TCI. This feature enables passengers to check in and get a boarding pass for both - the flight departing from the first airport and the next flight(s), or connecting flight on the passenger's itinerary. On arrival, they can transfer to the next flight, already possessing a boarding pass and interline bag tags (where the baggage has been tagged through to the second destination). The two flights may either be by the same or different airlines, as long as they have an agreement together. Traditional DCS systems have a “native” entry process, where the agent types passenger information in a single entry to describe them and their needs. Basic Check-In Entry (an example from the AMADEUS System)  Single passenger entry - Mr. Green/1 bag with 20 kgs GREE1M4/40BBB@A GREE Name (needs only to be 4 characters) 1M Number of passengers and gender (One Male) (Female = F, Child = C, Infant = I) 1/20 Number of bags and weight. BBB Destination (can be optional on one sector flights) @ Separator. A Seat descriptions (Aisle) Did You Know? Many DCS systems now have a more user friendly GUI (graphic user interface) system where the agent selects information from drop down lists and adds information in boxes. This is similar to a passenger going through the onli

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