Passenger Ground Services - SDH Institute - PDF

Passenger Ground Services  Module Learning Outcomes Upon completion of the module, you should be able to: 1. understand how airlines and airports operate in relation to the provision of passenger services 2. learn about passenger and baggage check-in and boarding procedures,...

Passenger Ground Services  Module Learning Outcomes Upon completion of the module, you should be able to: 1. understand how airlines and airports operate in relation to the provision of passenger services 2. learn about passenger and baggage check-in and boarding procedures, including passengers with special needs 3. interpret the respective regulatory requirements related to passenger and baggage transport 4. understand how computer reservations and departure control systems operate 5. ensure safe and secure passenger and baggage transport 6. provide superior customer service in a demanding customer facing environment 7. learn about the latest technological innovations in passenger services 8. add value to existing and future employers looking to hire and retain knowledgeable and high performing personnel  Module Topics 1. Introduction to airport and airline operations 2. Computer Reservations (CRS) and Departure Control Systems (DCS) functions 3. Passenger and Baggage check-in procedures (airport and off-site) 4. Conditions of passenger and baggage carriage, boarding procedures and flight close-out messaging 5. Dangerous Goods regulations awareness for passenger service agents 6. Managing passenger interactions 7. Aviation security procedures for passenger and baggage transport 8. Enhanced passenger facilitation, latest innovations and career opportunities Let’s Reflect What have you learned in Unit 2  Unit 3 Passenger And Baggage Check-In Procedures (Airport and Off-Site)  Lesson Learning Objectives At the end of the unit, you will be able to use the relevant passenger travel documentation during check-in, in accordance with international and government regulations. apply the effective passenger acceptance procedures apply the procedures applicable to the various categories of checked and unchecked baggage accepted for hold/cabin stowage describe the different categories of passengers needing special assistance and how they should be handled describe the guidelines on how to assist passengers upon arrival and during transfer stops manage flight irregularity situations and determine appropriate service response to passenger  Check-in Procedures for Pax and their bags This module is a detailed description of the passenger check-in procedures and related functions. This module will provide with the knowledge and expertise related to handling passengers and processing their baggage. Introduction to the relevant passenger documentation, baggage acceptance and handling of different passengers. Facilitation of special passengers on arrival and departure, transfer passenger handling and various flight irregularity services. Travel and Health Documentation  Travel Information Manual (TIM) ▪ TIM, trusted name in the air-travel industry since 1963 ▪ Supplying reliable and updated information on entry and health requirements. TIMATIC TIMATIC is available in both the airline Departure Control System as well as the Reservations System. It delivers personalized information based on their passenger’s destination, transit points, nationality, travel document, etc.  Passport Every international passenger requires a valid passport or other official document of identify issued by a competent public authority. These documents establish the identity and nationality of the bearer and authorize travel outside their own country. A passport is an OFFICIAL document issued by a competent public authority to nationals or to alien residents of the issuing country. Other types of passport documents include: Alien passports, Children’s Identity Cards, Diplomatic or Consular passports, Official/ Special or service passports, International Red Cross passports, Joint passports, Seaman’s discharge books, Military Identity Documents and Travel Certificates.  Visa A visa is an entry in a passport or other travel document made by a consular official of a government to indicate that the bearer has been granted authority to enter or re-enter the country concerned. A visa, transit visa or visa exemption from a country does not guarantee admission to that country and the final decision resets with the competent authorities at the port of entry in the country concerned.  Types of Visa E-VISA Sticker VISA  Video How powerful is your passport? | The Economist: https://www.youtube.com/watch?v=P4jibdbwKm4  Video How easy is it for refugees to buy fake passports in Athens? BBC News https://www.youtube.com/watch?v=pZ7YaAaPvs0 Quick check Document Verification Guide 1. Passport Expired date Validity for all persons in travel party Valid Signature 2. Cover/Binding High quality printing Irregular stitching 3. Photo/Description 4. Pages/ Description 5. Visa Advanced Pax Information System (APIS) Electronic ticket (e-ticket) Passenger Acceptance Types of Check-in Manual Check-in Kiosk Online Check-in Check-in Through Automated Check-in Check-in Requirements Staff Requirements Safety Frequent Flyer Program Booking List (PNL and ADL) Frequent Flyer Program PNL Procedure PNL Procedure Security Questions Regulations Governing Liquids , Aerosols and Gels (LAGS) Regulations Governing Liquids , Aerosols and Gels (LAGS) Seating Seating  Passenger acceptance at Check-in Counter Normal Procedure Passenger acceptance at Check-in Counter  Check-in process Check-in consist of carrying out all the procedures for accepting passengers and their baggage on a flight. Following this they clear security control where their unchecked bags go through the x-ray machine, clear the immigration control and proceed to boarding gate. Within this chain of activities, the checking-in of passenger and processing of their baggage is the PGSA’s role. (Passenger check-in process at Changi Airport –video) https://www.youtube.com/watch?v=kNTleyunJi0 Check-in Closing Information Requirements before acceptance Electronic Miscellaneous Document Check Baggage Allowance Special Baggage Strollers and Child Restraint Seats Wheelchairs and Assisting Devices Refusal of Carriage Live Animals & Escort Dogs Live Animals & Escort Dogs Action by PGSA at Check-in Action by PGSA at Boarding gate  Baggage Handling System Security Screening Baggage Baggage Sorting Reconciliation Passenger Categories Pre-flight activities Categories of PRM Medical Case Medical Case Deportees Deportees Inadmissible Passenger Unruly/Disruptive Passengers Non Revenue Passengers  Arrival and Transfer Pre-arrival duties Transfer Handling  Video – Airport Security SINGAPORE: Changi Airport steps up security: https://www.youtube.com/watch?v=eL40iSdFaZQ Class Activity Attempt online Quiz on the LMS. Study Check Unit 3