Emirates Service Standards & Systems Participant Workbook (PDF)

Emirates Service Standards & Systems Emirates Airport Services - Outstations Learning and Talent...

Emirates Service Standards & Systems Emirates Airport Services - Outstations Learning and Talent EMIRATES SERVICE STANDARDS & SYSTEM_PARTICIPANT WORKBOOK_VERSION 2.2 |1 BUSINESS DOCUMENT This document is intended for business use and should be distributed to intended recipients only. This document is the exclusive property of Learning and Talent, Emirates Group and shall not be disclosed, reproduced or distributed in whole or in part, to any third party or utilized for any purpose other than the express purpose for which it has been provided. EMIRATES SERVICE STANDARDS & SYSTEM_PARTICIPANT WORKBOOK_VERSION 2.2 |2 Contents 1. Introduction 9 2. Airline Phonetics 10 3. Check-in Flow 11 3.1. Check-in Transaction 12 3.2. Check-in (Sample Script) 13 4. Activity Encode / Decode 14 5. TIMATIC 15 Airport Tax 15 Customs 15 Currency 15 6. Activity TIMATIC Checks 16 6.1. Passport and visa TIMATIC Check 16 6.1.1. Other TIMATIC Check 17 7. Travel Documents 18 7.1. Electronic Ticket 19 7.2. Checks on a customer ticket 20 7.2.1. Mandatory Checks 20 7.2.2. Supplementary Checks 20 7.2.3. Issuing Airline 21 7.2.4. Conjunction Ticket 21 7.2.5. Date of Issue 21 7.2.6. Issuing Agent 21 7.2.7. Passenger Name Record 22 7.2.8. Coupon Number 22 7.2.9. Sector 22 7.2.10. Booking Class & Subclasses 23 7.2.11. Reservation Status 24 EMIRATES SERVICE STANDARDS & SYSTEM_PARTICIPANT WORKBOOK_VERSION 2.2 |3  7.2.12. Baggage Allowance 24 7.2.13. Coupon Status 25 7.2.14. Endorsements and Restrictions 26 7.2.15. Fare and Taxes 26 7.2.16. Form of Payment 26 7.2.17. Activity Reading a Ticket. 27 7.3. Passport 29 7.3.1. Mandatory Checks – Passport 29 7.3.2. Types of Passport 30 7.3.3. Other Travel Documents 33 7.4. VISA 35 7.4.1. Mandatory Checks – Visa 35 7.4.2. Types of Visa 36 7.5. Health 44 7.5.1. Validity of Vaccinations 45 7.6. Activity Travel Documents 46 7.6.1. Passport Elements 46 7.6.2. Passport Reading 47 7.6.3. Visa Elements 48 7.6.4. Visa Reading 49 8. Check-in scenario 1 51 9. Seats 52 9.2. Seat Request Codes 52 10. Baggage 53 10.1. Free Baggage Allowance 53 10.1.1. Piece Concept 53 10.1.2. Weight Concept 54 10.2. Conditions of baggage acceptance 54 10.2.1. Dangerous Goods 55 10.2.2. Lithium Batteries 56 10.3. Baggage Tags and Labels 57 10.3.1. Primary Tag 57 10.3.2. Limited Release Tags 58 10.3.3. Secondary Tags 58 10.3.4. Baggage Weight Restrictions 59 10.4. Cabin Baggage 60 10.4.1. Conditions for unchecked baggage acceptance 60 10.4.2. Liquids, Aerosols and Gels (LAGs) in unchecked baggage 60 10.4.3. Unchecked Baggage Allowance 61 10.4.4. Commercial / Tactical Allowance (EB) 62 10.4.5. Additional Excess Baggage (EB) Authorisation 62 10.4.6. Purchased Excess Baggage (XBAG) 62 11. Activity baggage 63 12. Advance Passenger Information and Advance Passenger Processing 64 EMIRATES SERVICE STANDARDS & SYSTEM_PARTICIPANT WORKBOOK_VERSION 2.2 |4  12.1. Advanced Passenger Information (API) 64 12.2. Advance Passenger Processing (APP) 64 12.2.1. APP Error Codes 65 12.3. Electronic Travel Authorisation 66 12.3.1. Sri Lanka 66 12.3.2. Turkey 66 12.3.3. India 67 12.3.4. Canada 68 12.3.5. United States of America 68 12.3.6. US handling ESTA & AQQ 68 12.3.7. Australia and New Zealand 69 12.4. Electronic Visa Waiver 69 13. Emirates Skywards 72 13.1. Skywards Blue 72 13.2. Skywards Silver 73 13.3. Skywards Gold 73 13.4. Skywards Platinum 73 13.5. IO 74 13.6. Skywards SkySurfers 74 13.7. Skywards My Family 74 14. Check-in scenario 2 76 15. Meals 77 15.1. Meal Codes 77 16. Baggage Pooling 78 17. Baggage Though Tagging Conditions 79 17.1. Conditions of Interline baggage through Tagging. 79 18. Activity tagging 80 18.1. Baggage Through Tagging – Exercise 80 19. Check-in scenario 3 82 20. Check-in scenario 4 83 21. Special Service Customers 84 21.1. Customers with disability 84 Additional allowance for Customers with Disability 84 21.2. Customers (Passengers) with Reduced Mobility - PRM 84 21.2.1. Stretcher Accommodation – STCR 85 21.3. Persons with Disability - Codes 85 22. Expectant mothers 86 EMIRATES SERVICE STANDARDS & SYSTEM_PARTICIPANT WORKBOOK_VERSION 2.2 |5  86 22.1. Communication Codes 86 23. Check-in scenario 5 87 24. Infants 88 24.1. Checked baggage allowance for infants 88 25. Check-in scenario 6 89 26. Children on board 90 26.1. Unaccompanied Minors (UM) 90 26.2. Young Passenger paid service (PDYP) 90 26.3. Young Passenger (YP) 90 26.4. Infants and Children Codes 90 27. Check-in scenario 7 91 28. Alive animal acceptance 92 28.1. Live Animal (AVIH) 92 28.1.1. Conditions of Live Animal Acceptance 92 28.2. Charging for AVIH 93 28.3. Pet in Cabin 93 28.4. Falcon Acceptance 94 29. Check-in scenario 8 95 30. Sport Items 96 30.1. Sports Equipment (SPEQ) 96 31. Firearms and ammunition 97 32. Check-in scenario 9 99 33. Extra seats 100 33.1. Special Baggage in Cabin – CBBG 100 33.2. Extra Seat for Comfort – EXST 100 34. Check-in scenario 10 101 35. Check-in scenario 11 102 36. Dubai connect 103 37. Upgrades 104 37.1. Commercial upgrades CUPC 104 37.2. Airport Promotional Upgrade 104 37.3. Instant Upgrade AWUP 104 EMIRATES SERVICE STANDARDS & SYSTEM_PARTICIPANT WORKBOOK_VERSION 2.2 |6 38. Denied Boarding & Downgrading 105 38.1. Denied Boarding 105 38.2. Downgrading 106 39. Check-in scenario 12 108 40. Check-in scenario 13 109 41. Waitlist 110 42. Check-in scenario 14 111 43. Staff Travel 112 44. Check-in scenario 15 113 45. Check-in scenario 16 114 46. Boarding functions 115 46.1. Flight Information 115 46.2. Boarding Scenarios 115 47. APPENDIX 118 EMIRATES SERVICE STANDARDS & SYSTEM_PARTICIPANT WORKBOOK_VERSION 2.2 |7 Page Intentionally Left Blank EMIRATES SERVICE STANDARDS & SYSTEM_PARTICIPANT WORKBOOK_VERSION 2.2 |8  1. Introduction Welcome to the course, ‘Emirates Service Standards and System’. The aim of the course is to equip Check in agents (GHA) & Airport Services Agents (EKAS), with the required knowledge and skills to check-in, board and handle arriving customers on an Emirates flight. This course involves the skills and knowledge required to complete check-in, boarding and arrival duties for Emirates. This includes providing appropriate assistance to customers with special needs, checking in customers, resolving check-in problems, communicating with relevant colleagues, processing all required paperwork in accordance with the workplace procedures and regulatory requirements. Learning outcomes At the end of this course, you will be able to: Recognise the Emirates brand essence and behaviours that consistently deliver the brand promise. Demonstrate Check-in functions as per the Emirates Passenger Services Manual & Local Standard Operating Procedures. Demonstrate Boarding functions as per the Emirates Passenger Services Manual & Local Standard Operating Procedures. About this workbook This workbook contains key processes and practice scenarios that are covered in the course, along with all relevant details required in the simulations to check-in customers. We hope that you will find this material easy to use and we look forward to an interactive learning experience. Best wishes, Learning & Talent EMIRATES SERVICE STANDARDS & SYSTEMS_PARTICIAPANTS WORKBOOK_VERSION 2.0 |9 BUSINESS DOCUMENT This document is intended for business use and should be distributed to intended recipients only. 2. Airline Phonetics LETTER PHONETICS LETTER PHONETICS A ALPHA I INDIA B BRAVO J JULIET C CHARLIE K KILO D DELTA L LIMA E ECHO M MIKE F FOXTROT N NOVEMBER G GOLF O OSCAR H HOTEL P PAPA Q QUEBEC V VICTOR R ROMEO W WATER S SIERRA X X-RAY T TANGO Y YANKEE U UNIFORM Z ZULU EMIRATES SERVICE STANDARDS & SYSTEM_PARTICIPANT WORKBOOK_VERSION 2.2 | 10 3. Check-in Flow EMIRATES SERVICE STANDARDS & SYSTEM_PARTICIPANT WORKBOOK_VERSION 2.2 | 11 3.1. Check-in Transaction Check-in Transaction Smile, Greet and Welcome the customer, request for the travel documents and thereafter address the customer by name. Verify ticket validity, perform document checks on passport & visa to meet the destination visa requirements. Ask the customer the prescribed security questions and questions regarding Dangerour Goods in check-in baggage as per the airline requirements. Confirm seat request and destination. Accept baggage after checking name labels, security stickers (as applicable), prohibited and fragile items. Remove any old tags/labels from the bag. Ensure that the hand baggage meet the specific requirements of weight and dimension Complete the check-in transaction using the Departure Control System (DCS). Print the baggage tags and boarding pass. Label the bags with the required tags Ensure that the eT number is printed on the boarding pass. Brief the customer about the seat number, boarding gate number, reporting time at the gate, baggage details on claim tags - number of checked baggage and the destination and direct towards passport control. Release the bags in on the baggage belt Wish the customer a pleasant flight EMIRATES SERVICE STANDARDS & SYSTEM_PARTICIPANT WORKBOOK_VERSION 2.2 | 12 3.2. Check-in (Sample Script) Smile, Greet and Good Morning / Good Afternoon / Good Evening, Sir or Ma’am Welcome Customer Verify customer’s booking May I have your Passport and Ticket, please? Check for booking in the Mr. Ahmad, is London Heathrow your final destination today? system Check frequent flyer membership Mr. Ahmad may I please have your Emirates skyward number to add it to your reservation? Request and confirm ▪ Do you have any baggage to check-in? customer’s baggage ▪ May I request you to place them on the scale please? ▪ To confirm, you have 2 pieces of baggage to London Heathrow. Mr. Ahmad, may I ask a few security questions please? Ask Security Questions ▪ Does this bag belong to you? ▪ Did you pack this baggage yourself? ▪ Are you sure that nothing could have been placed into your baggage since you packed it? ▪ Have you been given anything to carry for this flight by anyone else? ▪ Do you have any dangerous goods including batteries in your baggage? Ask LAG questions Do you have any liquids, aerosols or gels in your hand baggage? Please ensure none of the items are more than 100ml and these items are placed in a re-sealable plastic bag. Process customer’s check-in and print baggage tags and boarding passes Handover baggage claim tags and boarding pass to Mr. Ahmad, these are the 2 baggage claim tags for your 2 bags tagged customer and brief the up to London Heathrow. boarding information This is your boarding pass. You will be boarding from gate 220 at 0845. Your seat is 17A, a window seat as you requested. Direct to Passport control May I please request you to proceed towards Passport Control? Have a pleasant flight. EMIRATES SERVICE STANDARDS & SYSTEM_PARTICIPANT WORKBOOK_VERSION 2.2 | 13 4. Activity Encode / Decode 1. Which is the airport IATA code of Cairo, Egypt? 2. Which airport is PVG and where in the world is it? 3. Which is the country IATA code of Argentina? 4. Which country is NZ? 5. Which are the three first digits of an electronic ticket issued by British Airways? 6. Which airline is LH? EMIRATES SERVICE STANDARDS & SYSTEM_PARTICIPANT WORKBOOK_VERSION 2.2 | 14 5. TIMATIC Travel Information Manual (TIM) The Travel Information Manual or TIM is an airline publication which provides information to airlines, its agents and other parties in the travel industry with official information and restrictions for air travel. Government Regulations are categorized in TIM under the following sections: Passport Visa Health Airport Tax Customs Currency TIM may be accessed using the system to acquire the information faster and up to date, hence TIM is referred to as TIMATIC. Airport Tax Information about Airport Tax paid upon departure at an airport and in some cases upon arrival at destination. In most cases, taxes are already collected on a customer ticket or included in the air fare. TIMATIC does not provide such information on this. Customs TIMATIC includes customs regulations on the following: Import & Export - Regulations on items brought in and out of the country such as tobacco products, alcoholic beverages, perfumes, meat products etc. Pets – Regulations on the import and export of Cats, Dogs and Pet Birds. Baggage Clearance – regulations regarding at which point the customer needs to clear their baggage through customs. Currency Currency regulations are given for the permissible amount of import and export of monetary value based on normal travelling and hotel expenses. This includes both local and foreign currency. EMIRATES SERVICE STANDARDS & SYSTEM_PARTICIPANT WORKBOOK_VERSION 2.2 | 15 6. Activity TIMATIC Checks 6.1. Passport and visa TIMATIC Check Using the TIMATIC, find the passport and visa requirements for the following customers. Circle the correct answer. 1. A Pakistani national is travelling to Amman. a) Passport and/or passport replacing documents must be valid for at least 6 months beyond the period of intended stay. b) Passport and/or passport replacing documents must be valid for at least 3 months from the date of arrival. c) Passport and/or passport replacing documents must be valid for at least 6 months from the date of entry. 2. Ms. Linda Ng Zee is a Singapore national travelling to Vienna. a) Visa required b) Visa issuance. Visa required, except nationals of Singapore can obtain visa on arrival for a maximum stay of 90 days. c) Visa required – except for a max stay of 90 days. 3. A Sri Lankan national is travelling to Hong Kong. a) Passport and/or passport replacing documents must be valid at least 01 month beyond the period of intended stay. b) Passport and/or passport replacing documents must be valid for at least 01 month from the date of arrival. c) Passport and/or passport replacing documents must be valid for at least 01 month. 4. Mr. Eichenberger is a German national travelling from Dubai to Colombo. a) Stamped visa on passport required. b) Electronic Travel Authorization – ETA can be obtained before departure. c) Visa required, except for nationals of Germany for a maximum stay of 30 days. 5. Mr. Austin, an American national is travelling from Dubai to Mumbai for 01 week. a) Visa not required. b) Visa required. c) Visa can be obtained upon arrival at Mumbai. 6. Mr. Adam, an Indian national with a PR card for USA is travelling from Dubai to JFK via London Heathrow. What is the visa requirement for the United Kingdom? a) Visa required. b) Visa can be obtained upon arrival. c) Visa not required – can transit without visa. EMIRATES SERVICE STANDARDS & SYSTEM_PARTICIPANT WORKBOOK_VERSION 2.2 | 16 6.1.1. Other TIMATIC Check 1. Mr. D’souza would like to know if he can take his pet dog as checked-in baggage to Muscat ____________________________________________________________________________________________________ ____________________________________________________________________________________________________ 2. Ms. Goodhealth would like to know if she can take cigarettes with her to Doha. If yes state the quantity permitted. ____________________________________________________________________________________________________ ____________________________________________________________________________________________________ 3. Does Mr. Will, a Kenyan national, travelling from Nairobi to Singapore via Dubai require a health certificate for the journey? ____________________________________________________________________________________________________ ____________________________________________________________________________________________________ 4. Can Mr. Wright, carry 04 Litres of alcohol to Mauritius? ____________________________________________________________________________________________________ 5. Can Mr. Collins carry alcohol on his trip to Mumbai? If yes state the quantity permitted. ____________________________________________________________________________________________________ EMIRATES SERVICE STANDARDS & SYSTEM_PARTICIPANT WORKBOOK_VERSION 2.2 | 17 7. Travel Documents Customers need to fulfil certain government requirements to enter a country. There are consequences that may arise when a customer is accepted on a flight without proper documents. Therefore it is essential that all travel documents must be checked before accepting a customer on the flight. Consequences to non-adherence are as follows: Inconvenience to the customer Deportation of the customer Financial penalties or fines towards the airline Detention cost of the customer borne by the airline Loss of revenue for the airline Loss of airline’s reputation Withdrawal of traffic rights Impoundment of aircraft EMIRATES SERVICE STANDARDS & SYSTEM_PARTICIPANT WORKBOOK_VERSION 2.2 | 18 7.1. Electronic Ticket Ticket Elements 1 Issuing Airline 11 Reservation Details 2 Conjunction Ticket 12 Fare Basis 3 Airline Confirmation Number 13 Ticket Number/s 4 Date of Issue 14 Baggage Allowance 5 Issuing Agent 15 Coupon Status 6 Passenger Name Record 16 Ticket Validity 7 Place of Issue 17 Endorsements and Restrictions 8 Name of the Customer 18 Fare Calculations 9 Coupon Number 19 Fare and Taxes 10 Sector (From/To) 20 Form of Payment EMIRATES SERVICE STANDARDS & SYSTEM_PARTICIPANT WORKBOOK_VERSION 2.2 | 19 7.2. Checks on a customer ticket Out of all the ticket elements, the following are the different elements referred to by an Airport Services Agent during the ticket acceptance process: 7.2.1. Mandatory Checks The four mandatory checks are the information which is consistently checked by the agent every time a customer is accepted into the flight.  Name of the customer  Sector (From/To)  Reservation details  Baggage Allowance 7.2.2. Supplementary Checks The other checks are done on certain situations and are referred to when certain requirements arise and these elements need to be verified.  Endorsements and Restrictions – Checked when applying the limitation of the use of the ticket such as penalty for rebooking or date change.  Coupon Status – Verified when eT attachment is not successful.  Electronic ticket number and coupon number – Used during ET attachment in the system.  Ticket Validity – Confirmed the validity of the ticket and fare basis.  Passenger Name Record (PNR) - Used to check the status of the customer’s booking. EMIRATES SERVICE STANDARDS & SYSTEM_PARTICIPANT WORKBOOK_VERSION 2.2 | 20 7.2.3. Issuing Airline This ticket field indicated the owner of the document and which airline originally issued the ticket. 7.2.4. Conjunction Ticket Conjunction ticket means a ticket issued to a customer in connection with another ticket which together constitute a single contract of carriage. Each ticket may contain a maximum of four (4) sectors; if the customer’s itinerary composes of more than four sectors succeeding ticket number will be issued to establish continuity of the journey. Conjunction tickets have the same form code and issued initially in numeric sequence. The example shown on this section, 8.3., is a conjunction ticket. 7.2.5. Date of Issue Date of Issue is the date when the ticket was created on the reservation system. Majority of Emirates Tickets are valid one year from the date of issue. 7.2.6. Issuing Agent This ticket element indicates the issuing agent name. In this example, the passenger purchased the ticket online. EMIRATES SERVICE STANDARDS & SYSTEM_PARTICIPANT WORKBOOK_VERSION 2.2 | 21 7.2.7. Passenger Name Record Passenger Name Record, known as PNR, serves as the file name for the booking record of the customer on the airline’s reservation system. 7.2.8. Coupon Number The coupon number indicates the number from which the sector is applicable on the customer’s whole itinerary or journey. For example, coupon number 1 corresponds to the first sector on the customer’s itinerary, coupon number 2 for the second sector and so on. 7.2.9. Sector This field element contains the itinerary of the customer. It starts from the origin city and continues with stopovers and transfer cities in succession and ends with the final destination. It is also referred to as from/to, segment or city pair for electronic tickets. EMIRATES SERVICE STANDARDS & SYSTEM_PARTICIPANT WORKBOOK_VERSION 2.2 | 22 7.2.10. Booking Class & Subclasses Cabin Fare Brand Booking Class and Subclasses Flex Plus F First Class Flex A (F) Rewards Z Staff/Rebate J Flex Plus C Flex I Business Class (J) Saver O Special H Rewards D Staff/Rebate W Flex Plus E Premium Economy Rewards N (TBA) Staff/Rebate Y Flex Plus R M Flex B U Flex (also used for Flex Plus K Economy Class Rewards Tickets) (Y) Q Saver L T X Special V EK and OAL Rewards S Staff/Rebate EMIRATES SERVICE STANDARDS & SYSTEM_PARTICIPANT WORKBOOK_VERSION 2.2 | 23 7.2.11. Reservation Status Reservation Status Code Definition OK Space or booking confirmed RQ Space on request or waitlist NS Infant not occupying a seat (No seat for infant) SA Subject to space availability 7.2.12. Baggage Allowance The baggage allowance is applicable for each segment of the journey. The applicable weight is entered in kilograms ‘KGS’ or ‘K’ depending on the customer’s class of travel. Where the baggage allowance is based on pieces (travel to/from North and South America or Africa), piece concept applies and ‘PC’ is entered in the allowance box. If the fare does not permit any baggage allowance, ‘NIL’ is entered. EMIRATES SERVICE STANDARDS & SYSTEM_PARTICIPANT WORKBOOK_VERSION 2.2 | 24 7.2.13. Coupon Status The coupon status is automatically verified by the system during check- in. Open status means that the ticket is still unused. Status Definition Description This status indicates the coupon is open for use O Open and for any transactions and updates. Customer is checked - in on the flight but not yet C Checked departed. This status will automatically change to FLOWN 6 hours after departure. Not a final status and can be changed manually. This status indicates that the journey associated F Flown with the coupon is completed and the coupon is *Status is non- now eligible for reporting and subsequent billing. reversible to Can be changed manually to OPEN by OPEN status authorized personnel only. When a coupon needs to be restricted for any reason, the Validating Carrier will change S Suspended coupon status to suspend. Generally occurs when proceeding coupon has not been used or used out of sequence, or when exchange transaction is incomplete, that is if a reservation change fee needs to be collected before actual use of the coupon. This status shows that the document has been E Exchanged* exchanged or reissued as payment for a new ticket. Can be changed by authorized personnel only. Indicates any unused coupon has been returned / R Refunded* refunded to the passenger or purchaser. Can be changed by authorized personnel only. Indicates ticket transaction has been cancelled. V Void* Final status and cannot be revoked. Can be voided only by the issuing station before it has been reported. EMIRATES SERVICE STANDARDS & SYSTEM_PARTICIPANT WORKBOOK_VERSION 2.2 | 25 7.2.14. Endorsements and Restrictions This field is used to enter special information relating to the use of the particular ticket or any coupon thereof, such as: endorsement of carriage rights by one carrier to another, restriction(s) on validity or impose penalty. 7.2.15. Fare and Taxes The fare and taxes that are applicable for the station involve on the customer’s journey. Taxes may vary for each station based on the country’s regulations. 7.2.16. Form of Payment This is the reference to which form of payment the customer purchased the ticket. EMIRATES SERVICE STANDARDS & SYSTEM_PARTICIPANT WORKBOOK_VERSION 2.2 | 26 7.2.17. Activity Reading a Ticket. EMIRATES SERVICE STANDARDS & SYSTEM_PARTICIPANT WORKBOOK_VERSION 2.2 | 27  Question Answer a. What is the type of ticket? b. What is the customer name? c. What is the customer booking reference? d. Write down the ticket number. e. Is the customer booked in Business Class? f. What is the customer itinerary? g. Is there a restriction on the ticket? h. What is the flight number? i. What time is the departure of the flight? j. How long is the DXB-BCN coupon valid for? EMIRATES SERVICE STANDARDS & SYSTEM_PARTICIPANT WORKBOOK_VERSION 2.2 | 28  7.3. Passport Passport is an official document issued by a competent government authority to identify the bearer as a national for the purpose of international travel. The passport requests the government authorities of other countries to permit the bearer to enter and pass through their country. On Emirates It is mandatory regardless of final customer’s destination to always scan the passport even when they previously checked –in on line. A passport does not in itself entitle the passport holder entry to another country. Besides the standard passport, following customer identification documents may also be accepted depending on the rules and regulations of the country to where the customer travels: Alien Passport Children Passport (e.g. German “Kinderausweis”) Diplomatic Passport International UN Passport “Laissez-Passer” Joint or Family Passports Temporary or Emergency Passports Seaman’s Book Military ID Card 7.3.1. Mandatory Checks – Passport EMIRATES SERVICE STANDARDS & SYSTEM_PARTICIPANT WORKBOOK_VERSION 2.2 | 29  MANDATORY CHECKS ON A PASSPORT 1. NAME OF THE CUSTOMER 2. PHOTOGRAPH 3. DATE OF EXPIRY 4. NATIONALITY 5. DATE OF BIRTH SUPPLEMENTARY CHECKS ON A PASSPORT 1. SECURITY FEATURES 2. ENDORSEMENTS 3. GENDER 4. DATE OF ISSUE 5. PLACE OF ISSUE 6. PASSPORT NUMBER Some passports may be issued without a first name or last name and these can be accepted as a valid document depending on where is the customer travelling. LNU Last Name Unknown. FNU First Name Unknown Travel documents of passengers with only one name are not acceptable for travel to the United Arab Emirates but with certain exceptions listed on TIMATIC. 7.3.2. Types of Passport 7.3.2.1. Biometric Passport Also knows as the ePassport. The critical information of the passport is both printed on the bio data page and stored electronically in the chip. EMIRATES SERVICE STANDARDS & SYSTEM_PARTICIPANT WORKBOOK_VERSION 2.2 | 30  7.3.2.2. Machine Readable Passport A machine readable passport (MRP) is a travel document where the data on the identity page is encoded in optical character recognition format MACHINE READABLE ZONE 7.3.2.3. Temporary or Emergency Passport This passport is issued to persons whose original passport has been lost or stolen and who do not have time to obtain replacement of the original passport. These passports are usually issued for a specific time period or in some cases valid only for one time travel. EMIRATES SERVICE STANDARDS & SYSTEM_PARTICIPANT WORKBOOK_VERSION 2.2 | 31  7.3.2.4. Family or Joint Passport Issued to family members – father, mother, son, and daughter. There is only one passport holder. The passport holder may travel alone or with one or more other family members mentioned in the passport. A family member who is not the passport holder cannot use the passport for travel unless accompanied by the passport holder. 7.3.2.5. Aliens Passport or Refugee Travel Document This is a travel document that is issued to refugees and stateless individuals. These include travel documents issued to non-citizen residents of a country or Certificate of Identity EMIRATES SERVICE STANDARDS & SYSTEM_PARTICIPANT WORKBOOK_VERSION 2.2 | 32 7.3.3. Other Travel Documents 7.3.3.1. National Identity Cards These are issued to citizens and/or residents of a country and used to verify aspects of a person’s personal identity. These cards may be acceptable for entry in the issuing country. However, some countries may not recognize their ID cards as sufficient documents to allow entry to the holder. 7.3.3.2. United Nation Laissez Passer This is a valid travel document issued by the international treaty organizations such as United Nations, which can be used like a national passport (for travel on official mission only). Just like for national passports, some countries accept it for entry without the need for a visa while more require a visa to be issued in it before it can be accepted for entry to the country. This is regardless of the nationality of the UN official. EMIRATES SERVICE STANDARDS & SYSTEM_PARTICIPANT WORKBOOK_VERSION 2.2 | 33 7.3.3.3. Military Identity Cards Some countries accept military identity cards in lieu of passports. These cards are acceptable for air travel provided the holder is travelling on duty and holding additional leave, travel or movement orders. 7.3.3.4. Seaman’s Book This document is issued to sailors under the ILO Convention Number 22 and 108. It is acceptable in lieu of a passport for countries that explicitly state this is an acceptable document under the ‘Merchant Seaman’ section of TIMATIC. Along with this, the holder must also present a guarantee letter stating the details of the Ship, position, contacts and expected date and time of departure. EMIRATES SERVICE STANDARDS & SYSTEM_PARTICIPANT WORKBOOK_VERSION 2.2 | 34 7.4. VISA Citizens of certain countries require an entry permit in a passport or other travel documents to enable them to enter or transit on other countries. This entry permit is called a visa and is issued by a consular official of a government to indicate that the bearer has been granted authority to enter or re- enter the country concerned. 7.4.1. Mandatory Checks – Visa 2 3 4 1 MANDATORY CHECKS ON A VISA 1. NAME OF THE CUSTOMER 2. COUNTRY VISA IS VALID FOR 3. VALIDITY (FROM & TO) 4. NUMBER OF ENTRIES PERMITTED SUPPLEMENTARY CHECKS ON A VISA 1. ENDORSEMENTS AND RESTRICTIONS 2. DURATION OF STAY 3. PHOTOGRAPH (if any) EMIRATES SERVICE STANDARDS & SYSTEM_PARTICIPANT WORKBOOK_VERSION 2.2 | 35 7.4.2. Types of Visa 7.4.2.1. Transit Visa A transit visa is used only for passing through the country to travel to a third country. United Kingdom – Transit Visa EMIRATES SERVICE STANDARDS & SYSTEM_PARTICIPANT WORKBOOK_VERSION 2.2 | 36 7.4.2.2. Direct Airside Transit Visa (DATV) This type of visa is issued to national who need to hold a transit visa even if they transit airside, which means they change aircraft without passing through immigrations at the transit airport. A bearer of this visa must hold a proof of onward journey such as an onward ticket and may not leave the airport transit area. United Kingdom – Direct Airside Transit Visa 7.4.2.3. Tourist Visa This type of visa allows the bearer freedom to move around the country. Issued for a limited period of leisure travel with no business activities allowed. It may be issued for single or multiple entries. India – Tourist Visa EMIRATES SERVICE STANDARDS & SYSTEM_PARTICIPANT WORKBOOK_VERSION 2.2 | 37 7.4.2.4. Business Visa This is issued for a short visit to conduct discussions, negotiations, and/or presentations or engage in commerce in the country however the bearer must not take up employment. 7.4.2.5. On-Arrival Visa Visa granted at a port of entry. This is different from not requiring a visa at all, as the visitor must still obtain a visa before they can even pass through immigration. Thailand – Visa on Arrival EMIRATES SERVICE STANDARDS & SYSTEM_PARTICIPANT WORKBOOK_VERSION 2.2 | 38 7.4.2.6. Family Visa This type of visa is usually issued in a family passport and usually valid for those family members in the passport who are mentioned in the visa. Entry will not be permitted to any family member who is listed in the passport but not listed in the visa. Australia – Family Visa 7.4.2.7. Residence Visa New Zealand – Residence Visa EMIRATES SERVICE STANDARDS & SYSTEM_PARTICIPANT WORKBOOK_VERSION 2.2 | 39 7.4.2.8. Work Visa This visa gives the bearer the permission to stay in the country and take up employment for a specific job and only for a limited period. It is also known as work permit. Canada – Work Visa 7.4.2.9. Student Visa The bearer is allowed to study at an institution of higher learning in the issuing country. United Kingdom – Student Visa EMIRATES SERVICE STANDARDS & SYSTEM_PARTICIPANT WORKBOOK_VERSION 2.2 | 40 7.4.2.10. Diplomatic Visa It is also known as Official Visa and issued normally to bearers of diplomatic passports only. United Kingdom – Diplomatic Visa issued to a Pakistan National 7.4.2.11. Immigrant Visa It is granted to those intending to immigrate to the issuing country. It is issued for a single journey as the holder will, depending on the country, later be issued with a permanent resident identification card which will allow the bearer to enter to the issuing country an unlimited number of times. United States of America – Immigrant Visa EMIRATES SERVICE STANDARDS & SYSTEM_PARTICIPANT WORKBOOK_VERSION 2.2 | 41 7.4.2.12. Pilgrimage Visa Customers who intend to perform Hajj or Umrah pilgrimages to Saudi Arabia must obtain a visa from the government intended for this purpose. Tourist or Visit visa for Saudi Arabia cannot be used instead of the Hajj or Umrah visa if the holder is travelling to make any of these holy pilgrimages. Saudi Arabia – Umrah Visa EMIRATES SERVICE STANDARDS & SYSTEM_PARTICIPANT WORKBOOK_VERSION 2.2 | 42 7.4.2.13. Schengen Visa The Schengen Visa has made travelling between its 26 member countries much easier and less bureaucratic. Travelling on a Schengen Visa means that the visa holder can travel to any (or all) member countries using one single visa, thus avoiding the hassle and expense of obtaining individual visas for each country. The countries that are part of the Schengen agreement are: No. Member States No. Member States 1. Austria (AT) 14. Liechtenstein (LI) 2. Belgium (BE) 15. Lithuania (LT) 3. Czech Republic (CZ) 16. Luxembourg (LU) 4. Denmark (DK) 17. Malta (MT) 5. Estonia (EE) 18. Netherlands (NL) 6. Finland (FI) 19. Norway (NO) 7. France (FR) 20. Poland (PL) 8. Germany (DE) 21. Portugal (PT) 9. Greece (GR) 22. Slovakia (SK) 10. Hungary (HU) 23. Slovenia (SL) 11. Iceland (IS) 24. Spain (ES) 12. Italy (IT) 25. Sweden (SE) 13. Latvia (LV) 26. Switzerland (CH) Schengen Visas are issued in 3 types Type A: Airport Transit Visa Type C: Short stay visa for up to 3 months / 90 days. Can be used for transiting, tourist or for business. Type D: Long Stay Visa, issued for stay over 3 months, but less than a year. EMIRATES SERVICE STANDARDS & SYSTEM_PARTICIPANT WORKBOOK_VERSION 2.2 | 43 7.5. Health Certain countries, mostly in the tropical areas, require for entry, proof of certain vaccinations and/or health certificates. If vaccinations are required, the vaccination shots are administered by a doctor or an authorized medical practitioner and are recorded on a booklet in an international format described by the World Health Organization (WHO). This booklet is presented at the check-in counter when a vaccination is required for travel to a destination. It contains pages with certificates of vaccinations for: Yellow Fever Cholera Malaria Hepatitis Poliomyelitis Typhoid and Typhus Fever EMIRATES SERVICE STANDARDS & SYSTEM_PARTICIPANT WORKBOOK_VERSION 2.2 | 44 7.5.1. Validity of Vaccinations The health certificate must be signed by the medical practitioner or other authorized health professionals who are either administering the vaccination or supervising the administering of the vaccine or prophylaxis. The date is specified in the certificate to establish the validity of the vaccination as validity depends on the vaccine administered. The certificate must bear the official stamp of the administering centre. Any amendment of this certificate, erasure or failure to complete any part of it, may render it invalid. 7.5.1.1. Yellow Fever Validity: For some countries the applicability is in case of a primary vaccination, the validity is 10 years, beginning 10 days after the vaccination. In case of re-vaccination within the 10 year period, 10 years beginning on the date of revaccination. For some once the primary vaccination is given it will stay valid for life. Vaccination against Yellow Fever is recommended for travel in infected areas in Africa and South America. Some countries in Asia are very strict in their requirement for this vaccination if travellers originate from Africa and South America. 7.5.1.2. Cholera Validity: 06 months, beginning six days after the first vaccination. In case of re-vaccination within the 06 month period, 06 months beginning the date of re-vaccination. Vaccination against Cholera is not routinely recommended by WHO as it does not give personal protection against the disease itself. However, for some countries, this vaccination is considered as a justified additional personal measure. EMIRATES SERVICE STANDARDS & SYSTEM_PARTICIPANT WORKBOOK_VERSION 2.2 | 45 7.6. Activity Travel Documents 7.6.1. Passport Elements Identify the elements of the passport by writing the correct number on the box next to the element in the table below. Number 1 is worked out for you. Photograph Date of Birth Date of Expiry Gender Signature of the Bearer Issuing Country Type of Passport Date of Issue Passport Number Name of the passport holder Machine readable zone Issuing Authority Place of birth Nationality EMIRATES SERVICE STANDARDS & SYSTEM_PARTICIPANT WORKBOOK_VERSION 2.2 | 46 7.6.2. Passport Reading 6. Identify the required information below based on the specimen passport. Name of the Passport Holder ________________________________________________ Nationality ________________________________________________ Passport Number ________________________________________________ Date of Issue ________________________________________________ Type of Passport ________________________________________________ Date of Expiry ________________________________________________ Place of Birth ________________________________________________ Issuing Authority ________________________________________________ Date of Birth ________________________________________________ EMIRATES SERVICE STANDARDS & SYSTEM_PARTICIPANT WORKBOOK_VERSION 2.2 | 47 7.6.3. Visa Elements Identify the elements of the visa by writing the correct number on the boxes placed on the specimen from description given in the table below. Number 1 is worked out for you. Duration of stay Photograph 7. Valid Until Valid From 8. Country Valid For Date of Issue 9. Place of Issue Type of Visa 10. Number of Entries 11. Endorsement and restrictions Passport Number 12. Machine Readable Zone Visa Number 13. Name of the Customer EMIRATES SERVICE STANDARDS & SYSTEM_PARTICIPANT WORKBOOK_VERSION 2.2 | 48 7.6.4. Visa Reading Answer the questions given below by referring to the visa sample: Country the visa is valid for ________________________________________________ Visa is valid from (date) ________________________________________________ Number of entries permitted ________________________________________________ Type of Visa ________________________________________________ Visa valid up to (expiry date) ________________________________________________ Visa Number ________________________________________________ Passport number ________________________________________________ EMIRATES SERVICE STANDARDS & SYSTEM_PARTICIPANT WORKBOOK_VERSION 2.2 | 49 Notes EMIRATES SERVICE STANDARDS & SYSTEM_PARTICIPANT WORKBOOK_VERSION 2.2 | 50 8. Check-in scenario 1 Single Customer Mr. Adams is travelling for a holiday to Dubai with a confirmed booking in Business Class. He is requesting you if he could have an aisle seat. The customer has 1pc/20kgs & 1pc/15kgs for check-in & 01pc/07kgs for his carry-on Notes EMIRATES SERVICE STANDARDS & SYSTEM_PARTICIPANT WORKBOOK_VERSION 2.2 | 51 9. Seats Customers have a choice to reserve a seat in advance at the time of booking Special and Saver fares in Economy class can reserve for a fee. Free for special customers (WCHC, UMNR/PDYP/INF/STCR/MEDA)and passengers travelling in First Business and Premium Economy class, Emirates iO, Skywards Platinum, Gold members and accompanying passengers in the same PN, Emirates Skywards Silver member is exempted however, any other passenger in the same PNR will have to pay to reserve their seats in advance, Qantas FFP Chairman, Platinum, Gold members and accompanying passengers in the same PNR. As part of current seating protocols, bassinet seats (located on the bulkhead rows) will be assigned to families traveling with an infant prior to airport check-in. The sale of bulkhead seats in such cases shall then be limited to the remaining group of seats where no infants are booked. The service is non refundable and/or transferable. Exceptions are misconnections, Aircraft change, Inoperable (INOP) seats, etc. 9.1. Exit row seats Emergency Exit Seats need to be paid for either at check-in or on board. Avoid seating the following customers on the Emergency Exit Seats even if willing to pay: ▪ Passengers whom are under 16 years of age ▪ Passengers with reduced mobility (PRM) ▪ Unaccompanied Minors ▪ Customers with Infants ▪ Families with children under 16 years of age. ▪ Passengers with extra seat for both passenger convenience and baggage transportation. ▪ Pet in cabin (PETC) ▪ Deportees 9.2. Seat Request Codes CODES DESCRIPTION EXST Extra seat for comfort GPST Group seat request CASI Customer Ancillary Services Indicator as passenger paid for seat in advance EMIRATES SERVICE STANDARDS & SYSTEM_PARTICIPANT WORKBOOK_VERSION 2.2 | 52 10. Baggage Baggage – ‘’Articles, effects and other personal property of a passenger as are necessary or appropriate for wear, use, comfort or convenience in connection with the trip. Baggage can broadly be classified into two types: Unchecked / Cabin / Hand Baggage Checked Baggage 10.1. Free Baggage Allowance The free baggage allowance for the Checked Baggage is shown on the flight coupon or Electronic Ticket Receipt. Baggage allowances vary depending on route, class or subclass of travel and Skywards membership tier. Allowances may be based on weight, piece or a combination of both according to the journey. 10.1.1. Piece Concept Americas and Africa The piece concept is applicable for travel to/from Americas andAfrica. Customers starting or ending their journeys in these areas can be accepted under piece concept baggage allowance on all Emirates sectors of their journey whether or not stopovers are made en-route. This applies even when the customer travels on separate tickets provided such tickets are purchased at the point of origin prior to commencement of travel. Tickets purchased separately after travel has commenced for sectors governed by weight concept are subject to the rules applicable to the new itinerary. Category Americas and Africa 2 pieces | Total 64 kgs First and Business Class No piece should exceed maximum 32 kgs Upto 118 inches in dimension each 2 pieces | Total 46 kgs Economy Class No piece should exceed maximum 32 kgs (Saver, Flex & Flex Plus) Upto 118 inches in dimension each Economy Class 1 piece | 23 kgs (Special) Upto 118 inches in dimension each 1 piece | 23 kgs Infant – All classes Upto 118 inches in dimension each EMIRATES SERVICE STANDARDS & SYSTEM_PARTICIPANT WORKBOOK_VERSION 2.2 | 53 10.1.2. Weight Concept Europe, Asia and Australasia This concept is applied when customers travel within or between Europe, Asia and Australasia. Customers would be advised at the point of sale of their tickets, on their baggage allowance at check- in at the airport. The baggage allowance in this concept is on the restriction of the total weight and not on the number of pieces of baggage. Class First Business U Economy Infant All Classes 50 Kgs 40 Kgs 35 Kgs 20 Kg Special 10 Kgs Baggage 25 Kg Saver* Allowances 30 Kg Flex 35 Kg Flex Plus *30 kg in Economy Saver for journeys originating from Australia and New Zealand for tickets issued on or/after 26 November 2019 10.2. Conditions of baggage acceptance The following conditions must be applied before accepting a baggage for air transportation: Baggage should be strong enough for normal handling. All checked baggage should be properly packed. Baggage should be name labelled inside and outside. Ensure baggage is properly locked or strapped to keep it from opening up and items being lost. Old destination tags must be removed. Items of value and important documents should only be carried by the customer as unchecked baggage. The question: “Do you have any dangerous goods including e-cigarettes and lithium batteries in your baggage?” must be mandatory asked even when checking-in bags at the gate. EMIRATES SERVICE STANDARDS & SYSTEM_PARTICIPANT WORKBOOK_VERSION 2.2 | 54 10.2.1. Dangerous Goods Dangerous Goods are articles or substances that may pose health and safety hazards to its customers or potentially damage the aircraft. They are also referred to as restricted articles, hazardous materials and dangerous cargo. Transportation of such goods is primarily regulated by Civil Aviation Regulations. Goods falling under the category of Dangerous Goods are not allowed in customer or crew-checked baggage or cabin baggage, with some exceptions. EMIRATES SERVICE STANDARDS & SYSTEM_PARTICIPANT WORKBOOK_VERSION 2.2 | 55 10.2.2. Lithium Batteries COMMON ITEMS - CARRIAGE OF LITHIUM BATTERIES TYPE OF BATTERY HAND BAGGAGE CHECKED BAGGAGE Smart Bag (allowed if battery is removable) Removed battery is placed in the Removed battery is placed in the battery must not exceed 100WH or 2g bag hand bag Charging not allowed onboard when carried in the cabin Power banks (not exceeding 100WH or 2g) 20 batteries # # can exceed quantity limits with airline approval Power banks (not exceeding 160WH or 8g) 2 batteries e - Cigarette Smoking not allowed on-board Charging not allowed on-board Drones (battery must not exceed 160WH or 8g) Battery removable: removed battery must be carried in the cabin Battery non removable: Device must be completely switched off Personal Transportation device (PTD) or Personal Motorised Vehicle (PMV) EMIRATES SERVICE STANDARDS & SYSTEM_PARTICIPANT WORKBOOK_VERSION 2.2 | 56  CARRIAGE OF LITHIUM BATTERIES TYPE OF BATTERY HAND BAGGAGE CHECKED BAGGAGE Watt Hr (Wh) = Amp (Ah) x Voltage (V) In Equipment Spares In Equipment Spares Lithium Ion Lithium Metal 15 batteries # 20 batteries # 15 batteries # less than equal to 100Wh less than equal to 2g including Individually including Hand checked protected to baggage baggage prevent short circuits Eg. Laptops, Mobile phones, Digital Video Cameras, Rechargeable battery pack, etc # can exceed quantity limits with airline approval Lithium Ion Lithium Metal 2 batteries only more than 100Wh to 160Wh more than 2g to 8g Individually (Portable medical devices) protected to prevent short circuits e.g. Professional camera, AED, Nebulizers Operator Approval required Lithium Ion Lithium Metal more than 160Wh more than 8g e.g. Segway, Electrical bike, Underwater torch 10.3. Baggage Tags and Labels Baggage acceptance requires a tag or label to be affixed on all bags accepted as checked baggage at the point of check-in. It’s the responsibility of the check-in agent to ensure the baggage is tagged to the right destination. Every item of baggage loaded into the aircraft hold must have one baggage tag on each piece. 10.3.1. Primary Tag EMIRATES SERVICE STANDARDS & SYSTEM_PARTICIPANT WORKBOOK_VERSION 2.2 | 57 Primary tags also known as destination tag are mandatory to ensure that the baggage is delivered to the appropriate destination. These tags consist of information such as – destination, date, flight number and tag number. System generated tags or pre-printed (manual) airline tags can be used to label the baggage to the customer’s destination. The baggage requires this label to ensure that the responsibility of carriage is met by the airline. A baggage identification receipt or otherwise known as Baggage claim tag is given to the customer as a receipt and to enable correct identification of the baggage on arrival at the destination. 10.3.2. Limited Release Tags Found behind the system generated baggage tag When the baggage presented at the point check-in, falls in one or more of the following categories, a ‘Limited Release Tag’ must be used along with the primary or destination tag: Fragile or unsuitably packed Packing inadequate Perishable Late check-in Received Damaged Not admissible in cabin The customer must be advised of the unsuitability of the item. The appropriate box or boxes on the label should be marked and ensure the destination/s and date/s are marked correctly. For a damaged bag, mark location and extent of damage on the Limited release tag. The label should be duly signed by the customer. 10.3.3. Secondary Tags Secondary tags also known as baggage labels are used to reflect certain type of customers and its handling and serve as indicators for loading priority and loading instructions. Depending on the class of travel and the type of customer, the following priority labels are attached to customer’s baggage: First Class label Business Class label Young customers travelling alone (UM and YP) Customers with disability (Wheelchair) Fragile label Heavy Baggage label EMIRATES SERVICE STANDARDS & SYSTEM_PARTICIPANT WORKBOOK_VERSION 2.2 | 58 10.3.4. Baggage Weight Restrictions Regulation by Dubai Civil Aviation prohibits the acceptance of any piece or bag weighing over 32 kilograms, into, out of or via Dubai International Airport. Any piece or bag exceeding 32kilograms will not be accepted as checked-in baggage and must be carried as manifested cargo. A Heavy Tag must also be attached to those individual pieces that weigh from 24 kilograms to 32kilograms each but are so small in volume that the weight could be easily misjudged resulting in physical injury. It is mandatory to attach the Heavy Tag on any bag that weighs more than 23kgs and the actual weight must be annotated on the tag. EMIRATES SERVICE STANDARDS & SYSTEM_PARTICIPANT WORKBOOK_VERSION 2.2 | 59 10.4. Cabin Baggage Cabin baggage is also referred to as hand baggage, hand carry or carry-on baggage. 10.4.1. Conditions for unchecked baggage acceptance Baggage which the customer retains with them after check-in and carries with them inside the aircraft cabin. Stored in the overhead cabin or under the seat. Under the care and responsibility of the customer. Limited in piece, size and weight. Special articles permitted in the cabin without any additional charge. Must adhere to the LAGs (Liquid, Aerosols, and Gels) limitation. 10.4.2. Liquids, Aerosols and Gels (LAGs) in unchecked baggage Airports have different security restrictions which limit the quantity of LAGs the customers are allowed to carry. These restrictions only apply to cabin baggage. Customers can still pack their liquids, aerosols and gels in the check-in baggage if they wish to. Customers travelling or transiting through Dubai (DXB or DWC) must adhere to the following regulations: All liquids, gels and aerosols, pastes, lotions, creams, drinks and other items of similar consistency must be in containers with a capacity no greater than 100 ml. Those carried in containers larger than 100ml will not be accepted, even if the container is only part-filled. These containers must be placed in a transparent re-sealable plastic bag of a maximum capacity not exceeding one (1) litre. Larger bags or bags that are non-sealable, such as fold-over sandwich bags, are not allowed. The containers must fit comfortably within the transparent plastic bag, which is to be completely closed. The plastic bag is to be presented for visual examination at the screening point. Only one transparent plastic bag per customer will be permitted. EMIRATES SERVICE STANDARDS & SYSTEM_PARTICIPANT WORKBOOK_VERSION 2.2 | 60 Exemptions will be made for medications, baby milk / foods and special dietary requirements. Appropriate and proportionate means of verifying the nature of such items will need to be available. To facilitate screening and avoid a cluttered X-ray image, such plastic bags should be presented apart from other cabin baggage, coats, jackets and laptops for separate X-ray screening. Customers transiting in countries adhering to these measures may not be able to take duty free liquid goods past the transit security check. 10.4.3. Unchecked Baggage Allowance First and Business Class – 02 pieces with each piece not exceeding 07kgs. Economy Class – 01 piece with a maximum weight of 07kgs and 45 inches in dimension. Infant – A carrycot or a fully collapsible pushchair or stroller is free for carriage and 01 cabin bag containing toiletries, diaper and baby food for consumption during the flight with a maximum weight of 05 kgs EMIRATES SERVICE STANDARDS & SYSTEM_PARTICIPANT WORKBOOK_VERSION 2.2 | 61 10.4.4. Commercial / Tactical Allowance (EB) At times Emirates may offer higher Free Baggage Allowance on certain sectors. The commercial/tactical allowance is updated on the customer’s PNR in the reservation system and will reflect as a comment in the check-in system. The authorization is given by the Senior Vice President – Pricing. The number of authorised kilograms is expressed as a single unit (EB1 = 10kg and EB1.5 = 15kg). For e.g. EBAG – EB1 AUTH SVP-PRICING COMM APPRVL 10.4.5. Additional Excess Baggage (EB) Authorisation Certain Senior Management Member may at times authorise additional baggage to individual customers and/or group of customers. The authorisation will be inserted in the PNR so that it appears in the customer’s record on the check-in system. e.g. EBAG – S123456*EB1 AUTH SVP EKAS These are to be added to the Emirates free baggage allowance of F = 50, J = 40 and Y = 30, to arrive at the customer’s total weight entitlement. In case a customer is given both with commercial/tactical and additional excess baggage authorisation, the highest EB should be granted and not both cumulatively. 10.4.6. Purchased Excess Baggage (XBAG) Customers have the option to purchase additional baggage allowance online using a credit card. Customers benefit through this as they can save 35% to 60% discount if bought online. An EMD receipt shall be provided to the customer. Important Note: if a customer has 2 EBAG showing on the ABC system, you need to ensure only to honor thehighest EBAG, If there is an EBAG and an XBAG showing on the ABC system, both can be added to the FBA. EMIRATES SERVICE STANDARDS & SYSTEM_PARTICIPANT WORKBOOK_VERSION 2.2 | 62 11. Activity baggage Use the tables on pages 53 and 54 to answer the below questions, keep in mind those prices are subject to change and such information can be reviewed on Emirates.com or the PSM. 1. Mr. Eichenberger is travelling from Dubai to Colombo on an Economy Flex class ticket and he is checking-in 2 pc of baggage of 15 kg each. Will. Mr. Eichenberger have to pay for excess baggage at the airport? a) No as he is not exceeding his FBA b) Yes, he will have to pay for 2 additional kilograms. c) Yes, he will have to pay for 1 additional piece. 2. Mr. Bret is travelling from Dubai to Singapore on a Business class ticket and he is checking-in 3 pieces of 20 kg each, Will Mr. Bret have to pay for excess baggage at the airport? a) No as he is not exceeding his FBA b) Yes, he will have to pay for 20 additional kilograms. c) Yes, he will have to pay for 8 additional kilograms. 3. Mr. Austin is travelling from Dubai to Argentina on an Economy Special fare ticket, and he is checking-in 2 pieces of 20 kg each, Will Mr. Austin have to pay for excess baggage at the airport? a) No as he is not exceeding his FBA b) Yes, he will have to pay for 17 additional kilograms. c) Yes, he will have to pay for 1 additional piece. 4. Mr. Patel is travelling from Dubai to Toronto Canada on an Economy Flex Plus fare ticket, and he is checking-in 1 piece of 15 kg and one piece of 26 kg, Will Mr. Austin have to pay for excess baggage at the airport? a) No as he is not exceeding his FBA b) Yes, he will have to pay for 3 additional kilograms. c) Yes, he will have to pay for 1 additional piece. 5. Mr. Khan is travelling from Dubai to Miami on an First class ticket, and he is checking-in 1 piece of 35 kg and one piece of 26 kg, Will Mr. Austin have to pay for excess baggage at the airport? a) No as he is not exceeding his FBA b) No as he is not exceeding his FBA but he need to remove 3 kg from the bag weighting 35 kgs to the other one. c) Yes, he will have to pay for 1 additional piece. EMIRATES SERVICE STANDARDS & SYSTEM_PARTICIPANT WORKBOOK_VERSION 2.2 | 63 12. Advance Passenger Information and Advance Passenger Processing 12.1. Advanced Passenger Information (API) Immigration authorities of most countries today, require all airlines to provide details of passengers who are either transiting or travelling to that particular country in advance. The passenger details must reach the government authorities of those countries before the passenger could land. Therefore, at check-in, the passenger’s passport information is entered into the check-in system and that is then transmitted to the respective country’s authorities. 12.2. Advance Passenger Processing (APP) Certain countries require the passenger’s passport information in order to give clearance/permission to the airlines to accept the passenger for the flight. For these countries, the concerned immigration system does an auto verification of the authenticity of the passenger from the check-in record, during the check-in transaction. In case APP is required for a particular destination, the check-in system will not process the customer’s check-in until an “OK TO BOARD” message is received. Advantages of APP are: To confirm to the airlines that the customer/crew member is authorized to travel to that country. To reduce fines on airlines for carrying inadmissible or inadequately documents customers. To facilitate arrival processing of the customers and crew To enhance the country’s border security. Countries which APP information are: Australia, Kuwait, South Africa, New Zealand, Bahrain, Thailand & UAE EMIRATES SERVICE STANDARDS & SYSTEM_PARTICIPANT WORKBOOK_VERSION 2.2 | 64 12.2.1. APP Error Codes CODES DESCRIPTION ACTION REQUIRED Allow the passenger to board. 8501 OK to Board OK TO BOARD Do not allow the passenger to board 8502 Do not Board NOK TO BOARD Carefully examine the documents and then allow the 8503 OK to Board passenger to board OK TO BOARD 8505 Cancelled A previous “OK to Board” received has been cancelled 8506 No APP record found The agent has probably not entered matching details. 8507 Duplicate Name(s) Retry APP for this passenger using additional data. Cancel Endorsees Cancel the endorsee(s) first before cancelling the passport 8509 (First) holder. Do not allow the passenger to board. Agent must contact 8510 Contact EOC EOC (Entry Operations Centre, DIMIA) in Canberra, Australia. Tel: 61-2-6264-4483 8516 Insufficient Data Ensure all missing information required is completed. The override submitted has been accepted. Allow the 8517 Override Accepted passenger to board the flight. OWT required to Check for onward/return tickets. Perform the override and 8519 Board allow the passenger to board. Do not board the passenger, Contact NZIS for approval. 8520 Contact NZIS Tel: 006492771250 Check TIM and do T or Verify TIM to check transit rules and perform a D or T 8999 D override override. 9999 Link Down Re-try APP as link may be down. EMIRATES SERVICE STANDARDS & SYSTEM_PARTICIPANT WORKBOOK_VERSION 2.2 | 65 12.3. Electronic Travel Authorisation An Electronic Travel Authorization (ETA) is an official authorization to travel to certain countries using this facility and it is issued electronically. Customers are required to produce a copy of the ETA at the port of entry to obtain the necessary clearance. 12.3.1. Sri Lanka ETA is an official authorization for a Short Visit to Sri Lanka and is issued electronically. The ETA is introduced with the intention of providing an efficient, reliable and simplified service to those who visit Sri Lanka. ETA holders will be issued a 30 day Short Visit visa at the port of entry in Sri Lanka. The ETA will be effective from 1st of January 2012. Upon arrival, produce your passport to the immigration officer at the port of entry to obtain the necessary clearance. It is advisable for you to bring a copy of the ETA approval notice along with you. 12.3.2. Turkey An ETA or Electronic Travel Authority is an official authorization for a short visit to Turkey for tourism or trade purposes, visa is valid for six months from the date of entry into Turkey for multiple entries of up to 90 days per visit and is issued electronically. The ETA is submitted online, the ETA approval will be returned via email, it is a must to carry the ETA approval during acceptance on the flight and for necessary clearance at the destination in Turkey. Sample of ETA for Turkey EMIRATES SERVICE STANDARDS & SYSTEM_PARTICIPANT WORKBOOK_VERSION 2.2 | 66 12.3.3. India The Indian Government had launched its Tourist Visa on Arrival program, enabled by Electronic Travel Authorisation. This facility is meant to facilitate the travel of foreign tourists to India for the following purposes:  Recreation  Sightseeing  Short duration medical treatment  Casual business visit  Casual visit to meet friends and relatives etc. The visa is valid for 30 days from date of entry into India and cannot be availed more than two times a year. Should visa be required for additional visits, the normal visa process will have to be followed. Sample of ETA for India EMIRATES SERVICE STANDARDS & SYSTEM_PARTICIPANT WORKBOOK_VERSION 2.2 | 67 12.3.4. Canada An Electronic Travel Authorization (eTA) is a new entry requirement for visa-exempt foreign nationals flying to or transiting through Canada. The authorization is electronically linked to the passport and is valid for five years or until the passport expires, whichever comes first. 12.3.5. United States of America Electronic System for Travel Authorization (ESTA) is an automated system that determines the eligibility of visitors to travel to the United States under the Visa Waiver Program (VWP). Authorization via ESTA does not determine whether a traveller is admissible to the United States. U.S. Customs and Border Protection officers determine admissibility upon travellers’ arrival. The ESTA application collects biographic information and answers to VWP eligibility questions. ESTA applications may be submitted at any time prior to travel, though it is recommended that travellers apply as soon as they begin preparing travel plans or prior to purchasing airline tickets. This topic will be discussed on the succeeding scenarios. 12.3.6. US handling ESTA & AQQ. EMIRATES SERVICE STANDARDS & SYSTEM_PARTICIPANT WORKBOOK_VERSION 2.2 | 68 12.3.7. Australia and New Zealand An Electronic Travel Authority (ETA) provides authorisation to travel to and enter these countries and is electronically linked to the passport. It is for short term stays for tourism or business visitor activities. 12.4. Electronic Visa Waiver Emirati, Omani, Kuwaiti and Qatari passport holders can travel to the UK for a visit of less than six months without a visa under the Electronic Visa Waiver (EVW) scheme. The EVW scheme is free and there is no requirement to give biometrics or attend a visa application centre. The EVW scheme covers all types of visits for less than six months except those visiting for the purposes of marriage or to enter into a civil partnership, in which case they will need to apply for the appropriate visit visa. All non-European nationals must obtain a visa before they travel to the UK if they wish to visit for more than 6 months. EMIRATES SERVICE STANDARDS & SYSTEM_PARTICIPANT WORKBOOK_VERSION 2.2 | 69 EMIRATES SERVICE STANDARDS & SYSTEM_PARTICIPANT WORKBOOK_VERSION 2.2 | 70 Notes EMIRATES SERVICE STANDARDS & SYSTEM_PARTICIPANT WORKBOOK_VERSION 2.2 | 71 13. Emirates Skywards What is Emirates Skywards? The frequent flyer programme for Emirates Airline (award winning!) It is FREE to join Skywards You collect different Miles for flying and using our partners (two types of Miles!) Based on your membership level (called “Tier”!) you get a variety of benefits & services which enhances your travel experience Our frequent flyer programme – Skywards has four membership tiers: 13.1. Skywards Blue This is the entry level tier and has no criteria. Listed below are the benefits customers enjoy being Skywards Blue Members: Welcome bonus miles. Instant upgrade with miles available at check-in. Personal preferences are remembered. Waitlist priority Paid access at a reduced rate to all Emirates First and Business class lounges in Dubai. Paid access at a reduced rate to selected worldwide lounges. EMIRATES SERVICE STANDARDS & SYSTEM_PARTICIPANT WORKBOOK_VERSION 2.2 | 72 13.2. Skywards Silver 25,000 Tier Miles or 25 O-Ds required. Listed below are the benefits customers enjoy being Skywards Silver Members: 12kgs excess baggage on weight concept destinations. Priority check-in at J class counters. Priority boarding Access to all Emirates Business Class lounges in Dubai only 25% bonus Skywards Miles when flying with Emirates. Instant upgrade with miles available on board the aircraft. Paid upgrade at a reduced rate for self and guest to Emirates First Class lounge in Dubai. 13.3. Skywards Gold 50,000 Tier Miles or 50 O-Ds required. Listed below are the benefits customers enjoy being Skywards Gold Members: 16kgs excess baggage based on weight concept. 1/23 or 1/32 class based in Piece concept. Priority check-in at J counter. Access to Emirates Business Class lounges. Priority boarding. Guaranteed Seat. Priority Contact Centre service. 50% bonus Skywards Miles when flying with Emirates. Lounge access for a guest. Priority baggage delivery. Paid upgrade at a reduced rate for member and guest to First class lounges in Dubai 13.4. Skywards Platinum 150,000 Tier Miles. Listed below are the benefits customers enjoy being Skywards Platinum Members: 20 kgs excess baggage based on weight concept. 1/23 or 1/32 class based in Piece concept. Priority F class check-in. Access with guests to the Emirates First Class lounge in Dubai and worldwide lounges. Gold Partner card for spouse or partner. Priority baggage delivery. A guaranteed seat even on fully booked flights. Complementary or 50% discount upgrades under certain conditions. EMIRATES SERVICE STANDARDS & SYSTEM_PARTICIPANT WORKBOOK_VERSION 2.2 | 73 13.5. IO Invitation Only Listed below are the benefits customers enjoy being invited as IOs.: Chauffeur Drive in all classes Escorted by Emirates staff Complementary access to the lounge with up to 4 guests 25 kgs additional baggage in weight concept. 1 Piece (class based) additional in piece concept A guaranteed seat even on fully booked flights. 13.6. Skywards SkySurfers A special membership programme for kids aged between 02 and 17 years. 03 membership tiers. i.e. Blue, Silver & Gold. Earning & Spending Miles Personal Preferences Dedicated Contact Centre Priority on waitlist for fully booked flights Priority Check-in Excess Baggage Allowance as per tier. 13.7. Skywards My Family Memebers now can choose to pool in all or just a percentage of their Skywards Miles with their immediate family members and reedem those for Classic Reward fllights, Upgrade Rewards prior to flight departure and Skywards Exclusives events. The Family Head can create a ‘My Family’ account and add up to seven family members. Heads/Members remain in full control of their Skywards Miles and can change their contribution any time. Family Heads and Family Members can contribute up to 100% of their Skywards Miles earned when they Fly Emirates, flydubai and other Skywards partners. Instant upgrade using my family account can be used for My family Members registered in the same My Family account. My Family account Miles cannot be combined with an individual Emirates Skywards account to process an upgrade. EMIRATES SERVICE STANDARDS & SYSTEM_PARTICIPANT WORKBOOK_VERSION 2.2 | 74 Notes EMIRATES SERVICE STANDARDS & SYSTEM_PARTICIPANT WORKBOOK_VERSION 2.2 | 75 14. Check-in scenario 2 Family travelling together. Mr. & Mrs. Bedi are travelling with their daughter to _______________ via Dubai. They are requesting for seats near the window as their daughter is very excited for the journey. They are booked to travel in Economy class and have the following baggage to Check-in: 01pc/20kgs, 01pc/20kgs and 01pc/18kgs & 01pc/07kgs each for their carry-on. They have all requested for an Asian Vegetarian Meal & want their bags tagged to their final destination. Mr. Bedi presents to you his Emirates Skywards Membership Number: EK 999994785 The details of the connecting flight from DXB to __________ are: EK_____/DATE/_______/Y/OK Notes EMIRATES SERVICE STANDARDS & SYSTEM_PARTICIPANT WORKBOOK_VERSION 2.2 | 76 15. Meals 15.1. Meal Codes CODES DESCRIPTION BBML Baby/infant food BLML Bland meal CHML Child's meal DBML Diabetic meal FPML Fruit platter GFML Gluten-free meal HNML Hindu meal LCML Low calorie meal LFML Low cholesterol / Low fat meal LSML Low sodium meal RVML Raw Vegetable meal MOML Moslem meal SFML Sea food meal SPML Special meal (specify) VGML Veg.(no milk/egg) meal VLML Veg. Lacto-Ovo meal VJML Vegetarian Jain Meal VOML Vegetarian Oriental Meal AVML Asian Veg Meal (Indian) NLML Non Lactose Meal (No Milk/No Dairy) KSML Kosher Meal Meals are auto confirmed on Emirates flights up to 24 hours before departure. Meal requested less than 24hrs of departure will remain on waitlist and will be supplied based on availability Emirates uses only halal prepared meats therefore it is not necessary to request for Muslim meals *MOML* on Emirates flights. EMIRATES SERVICE STANDARDS & SYSTEM_PARTICIPANT WORKBOOK_VERSION 2.2 | 77 16. Baggage Pooling Two or more customers travelling to a common destination or stop over, on the same flight in same or different class; present their baggage together for check-in at the same time may pool baggage. However, Emirates follow certain conditions when pooling customers’ baggage: Family travelling together may pool baggage under one name as the head of pool (HOP) and share the free baggage allowance. They may be booked together or separately. Non-family travelling together may pool baggage together and share the free baggage allowance however it is recommended that the baggage must be tagged separately according to ownership. Customers holding staff tickets subject to space availability (sub load) may not pool baggage with customers holding firm or revenue tickets EMIRATES SERVICE STANDARDS & SYSTEM_PARTICIPANT WORKBOOK_VERSION 2.2 | 78 17. Baggage Though Tagging Conditions Baggage may be through tagged to a maximum of five onward connections. For connections in Dubai when the connecting time is within six hours baggage should be through checked. If more than six hours obtain passenger’s confirmation before through checking the baggage. All bags belonging to a passenger must be tagged to the same destination. For long connections in Dubai is subject to stopover rules and docs acceptance to enter the UAE, passengers with more than 06 and up to 24 hrs between connections in Dubai can request for their bags to be tagged only up to Dubai. 17.1. Conditions of Interline baggage through Tagging. Passengers with interline connections can receive boarding passes and check their baggage through to their final destination after verifying interline agreement and subject to the following conditions: 1. Onward flight is confirmed and coupon should be open for check-in. 2. Minimum Connecting Times must be met EK to EK: 60 min. EK to OAL: 75 min. and on the same calendar day, if connecting flight is next day, it should be scheduled within 12 hours. (unless exempt under TIMATIC customs clearance). 3. No change of airport is involved at transfer city. 4. Domestic tagging regulation must be confirmed, and customs clearance should NOT be required in the transfer city. This can be checked through TIMATIC section Customs and subsection - Baggage Clearance. If any of the conditions is not met, then the bag cannot be tagged to the final destination. EMIRATES SERVICE STANDARDS & SYSTEM_PARTICIPANT WORKBOOK_VERSION 2.2 | 79 18. Activity tagging 18.1. Baggage Through Tagging – Exercise Identify to which destination the baggage should be tagged based on the condition of baggage through tagging b placing a✓mark on the box. Baggage tagged to: 1.