AE 413 Module No. 08

PHILIPPINE STATE COLLEGE OF AERONAUTICS
INSTITUTE OF ENGINEERING AND TECHNOLOGY

AERONAUTICAL ENGINEERING – AIR TRANSPORTATION DEPARTMENT
Learning Module 08: Airline Management
LEARNING
MODULE 08:
Airline Management
Air Transport Economics and

Management
Prepared by:
AERO-AT FACULTY
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TABLE OF CONTENTS
TIME
TOPIC PAGE
ALLOTMENT
AIRLINE MANAGEMENT 5
NEW CORPORATE STRUCTURE 7
FUNCTIONS OF MANAGEMENT 9
ORGANIZATION 12 3 hours
ORGANIZATIONAL CHART 14
STAFF DEPARTMENTS 16
LINE DEPARTMENTS 20
TIME
ACTIVITY PAGE
ALLOTMENT
ENRICHMENT ACTIVITY 8.1 16 1 hour
HONESTY CLAUSE
As an institution of higher learning, students are expected to display highest degree

of honesty and professionalism in their class work, requirements, and activities; thus,
in no case that cheating—or any form of it, may it be plagiarism, copying other
students' works, and fabrication of materials—shall be tolerated. The college
assumes as a simple and minimal preferred of habits in academic matters that
students be truthful and that they publish for deposit solely the merchandise of their
personal efforts.
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REFERENCES
Chris Argyrus. (1964). Integrating the Individual and the Organization.

Berliner, W. (1979). Managerial and Supervisory Practice 7th Edition. Homewood: Irwin.
Fitzsimons, B. (1993). Maintenance Control Made Easy. Interavia/Aerospace World.
Fradenburg, L. (1980). United States Airlines: Trunk and Regional Carriers—Their
Operations and Management. Iowa: Kendall/Hunt Publishing Co.
Holloway, S. (2001). Airlines: Managing to Make Money. Brookfield: Ashgate.
Justis, R. (1982). Dynamics of American Business. Englewood Cliffs: Prentice-Hall.
Morton, A. (1999). The Official Guide to Airline Careers. Miami: International Publishing
Company of America.
Norwood, T. (2002). North American Airlines Handbook 3rd Edition. Idaho: Airways
International.
Richardson, J. D. (1981). Essentials of Aviation Management 2nd Edition. Iowa:
Kendall/Hunt Publishing Co.
Smith, J. (1980). How to Be a Flight Stewardess or Steward 3rd Edition. California: Pan
American Navigation Service.
Wensveen, J. (2005). Wheels Up: Airline Business Plan Development. California: Thomson
Brooks/Cole.
Shaw, S. (2007). Airline Marketing and Management. Burlington: Ashgate Publishing
Company.
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LEARNING OUTCOMES
Course Learning Outcomes [CLO]
Module Learning Outcomes [MLO]

CLO 2. Explain the different
processes and functions of the
aviation industry by mapping the Topic Learning Outcomes [TLO]
MLO 1. Define the principle of
structure of factors that affects the management and identify the different
performance of the producers and levels of management by illustrating TLO 1. Identify the principle of
consumers in air transport industry. and interpreting the management management and the different levels of
CLO 4. Identify the ideal structure of structure and explaining the function of management by determining their
an air transport industry by illustrating each level. function and importance in air transport
and reviewing management and industry.
MLO 2. Explain the principle of
organizational structure and explain organization and departments by TLO 2. Differentiate organization and
the functions they play in the industry. identifying their functions and department to management by
CLO 6. Explain the economic and comparing them to the management illustrating their structure and
financial concepts relevant and related structure. identifying their functions.
to air transport industry by identifying
the factors that affects the economy
and financial status of air transport
industry.
CLO 9. Display professional
commitment by complying with the
academic requirements such as
problem sets, research papers, and
other modular activities.
This module discusses the principle of management and identify the different levels of
management by illustrating and interpreting the management structure and explaining
the function of each level; and it explains the principle of organization and departments
by identifying their functions and comparing them to the management structure.
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AIRLINE MANAGEMENT
Every organization has goals, whether they be profits, market share, growth, quality
of products or services, community image, or any combination of these. Management
is the process of achieving an organization’s goals through the coordinated
performance of five specific functions: planning, organizing, staffing, directing, and
controlling.
An organization is the framework within which the management process can be carried
out. It is a structure that enables a large company to attain the same efficiency as or
greater efficiency than a small firm run effectively by a few employees. In the highly
competitive airline business, an effective organizational structure may prove to be the
necessary advantage one firm has over another.
Levels of Management
Terms such as top management, middle management, and operating management

are commonly used in business to distinguish the levels of management within an
organization. A firm’s top management is generally considered to be the policy-making
group responsible for the overall direction of the company; middle management is
responsible for the execution and interpretation of policies throughout the organization;
and operating management is directly responsible for the final execution of policies by
employees under its supervision.
1. The Board of Directors. The chief governing body of a corporation is the board of
directors, which is elected by the stockholders. Airline boards typically include
individuals from the hotel and food-processing industries, as well as former political
and military leaders. The board of directors is the chief policy-making body of the
corporation and the forum to whom the president reports.
The directors of the corporation are responsible for the appointment of a president,
secretary, treasurer, and other executive officers who handle the actual details of
management. Often, the board elects some of its own members to fill these
important posts.
2. Top Management. Top management is the highest level of management in the

organization. The job of top management is to determine the broad objectives and
procedures necessary to meet the goals established by the board of directors. Top
management will also make recommendations to the board regarding the goals of
the company. Often called key executives, senior executives, or major executives,
they usually bear the title of president, executive vice-president, or senior vice-
president.
a. President. This individual is the chief executive officer of the corporation and is
responsible for the proper functioning of the business. In the case of airlines,
this individual often is a prominent business or political leader with very little
airline experience, because the president’s primary role is to deal with the
financial community, various segments of government, community groups, and
so forth.
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b. Executive vice-president and general manager. This individual generally has

years of airline experience and is responsible for the day-to-day operation of
the company.
c. Senior vice-president. This title generally is reserved for those individuals who
head up a major administration.
Fig. 9-1. Typical airline pyramid of authority. The darker shading indicates “doing” kinds of work,
such as gathering statistics, making reservations, and maintaining aircraft. The lighter
shading indicates activities such as planning, conferring, and formulating policy.
Source: Wensveen, J. (2007). Air transportation: A Management Perspective Sixth Edition.

Burlington: Ashgate Publishing Company.
3. Middle management. The second level of management in the organization and is

responsible for developing operational plans and procedures to implement the
broader ones conceived by top management. Middle management may be given
much leeway in the development of plans, so long as the end result is in keeping
with top management’s requirements. Decisions on which advertising media to
use, how many reservations agents are needed, and what new equipment to
purchase are examples of those made by middle management.
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4. Operating Management. It includes managers, assistant managers, section chiefs,

general supervisors, and supervisors who head up sections, groups, or units that
report to division or department heads. Examples might include the manager of
display advertising or the general supervisor of the sheet metal shop. Members of
the operating management group are primarily concerned with putting into action
operational plans devised by middle management; generally, they do not initiate
plans of their own. Top management makes policies, and middle management
makes plans to carry out the policies, but operating management sees that the
work the plans call for actually is done.
Decision-making
Possibly the foremost responsibility of management at all levels, but especially top
management, is the making of decisions. In accord with the broad operational policies
set forth by the board of directors, top managers are confronted daily with the need to
decide on courses of action that will enable them to achieve the goals to which their
companies are dedicated. The ability to make correct decisions in business has long
been recognized as a prime attribute of successful management, but until
comparatively recently, there has been little apparent need for inquiry into the
decision-making process.
The steps involved in decision making include (1) recognition of the problem involved,
(2) definition of the problem and breakdown into its essential parts, (3) the attempt to
establish two or more alternative solutions and to evaluate them comparatively, (4)
selection of the solution believed to be the most favorable, and (5) adoption of this
solution and implementation of it through the issuing of the necessary orders.
NEW CORPORATE STRUCTURE
Management team
New-entrant and low-cost carriers have an advantage over legacy and established
carriers when it comes to keeping costs down, efficiency up and communication
flowing. One way of doing this is through the establishment of a lean organizational
structure where the “right” people are hired to do the “right” job.
Good management is a key to success and each participant must be able to contribute
something to the business. Each position should fit with the experience and skills of
the individual and each participant should be able to answer the question, “What do
you offer this business venture?”. As a rule of thumb, there should be at least one very
experienced person on the management team. Often, such an individual is referred to
as a “gray hair.” To improve success of the company, the ideal person should have a
proven business background, preferably as C.E.O. with a middle to large size
company. The type of industry does not really matter but an airline background is a
definite advantage.
The number of people required to make up an efficient management team depends

entirely on the type of operation, size of operation, and skills of the individuals. Existing
airlines already have a corporate structure in place as mentioned earlier in this
chapter. In most cases, the management team is too large and somewhat ineffective
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due to duplication of work and lack of communication between departments. New

airlines starting out have the advantage of being able to establish an effective
management team from the start. It is wise to have a small management team initially
and grow it as the airline expands. For starters, it is recommended that the
management team consist of one lead person acting as President/C.E.O. Ideally, this
is the optimal position for the “gray hair” mentioned earlier. This individual is the chief
executive officer of the corporation and is responsible for the proper functioning of the
business often involved with the financial community, government, and members of
the public. Not only should this individual have extraordinary business skills, but
he/she should have good interpersonal skills as communication plays an important
aspect of this position.
It is also recommended that a second lead person be a part of the management team.
This person might be given the title of Executive Vice-President or Senior Vice-
President. Once the airline is established and growing, it will most likely be necessary
to appoint two individuals to fill each title.
Developing the right management team is a difficult process and in the case of many
new airlines planning to commence operations, opportunities often pass by because
of the length of time needed to put people in place. In order to speed up the raising of
capital and move forward with the certification process, some business plans utilize
the reputation of an outside party to act as the “interim” management team. There are
a number of consulting companies and expert individuals in the market who will permit
use of their name and talents on paper for a fee or some form of compensation.
Organizational Structure
Most airlines, old and new, tend to operate using the classic pyramid or top-down
structure consisting of top management, middle management, and operating
management.
Although this structure has been used for many years, there are different options to
consider. The top three costs for an airline are fuel, labor, and maintenance. Increased
pressure has been put on the airlines in recent years to implement cost cutting
strategies and one area hit has been labor. Middle management is usually the first to
be eliminated during bad times as witnessed in the mid-1980s when the United States
faced a major recession.
In today’s environment, it is important for an airline to avoid duplication of work

structures and improve internal communications where possible. It is also important to
create a flexible corporate structure that can expand when necessary and contract if
needed without serious harm being done to the business. New start-up carriers have
the advantage over existing airlines of being able to tailor a corporate structure that
best fits the organization. New corporate structures should provide more authority to
individuals at different levels. As authority is delegated, responsibility should be
increased with specific positions therefore changing the nature of the typical top-down
or silo system to more of a flat organization. Fig. 9-2 visualizes a possible corporate
structure suitable for the current aviation environment.
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The structure previously discussed will also allow the airline to become more diverse
when needed. Diversification is one key to success in the airline business but most
airlines are not able to diversify despite having all the resources to do so. The typical
pyramid structure is designed so that virtually all decisions for the organization are
made among a handful of people. As a result, the talents and skills of others are often
not utilized and decisions made are sometimes not in the best interest of the airline
but in the best interest of upper management of the board of directors. A less formal
organizational structure allows diversification to happen because more skills and
talents can be tapped into. Access to such resources will permit the airline to initiate
new departments when needed and increase the ability of the company to become
involved in businesses outside of the core business.
Fig. 9-2. Typical new organizational structure for new-entrant and low-cost carriers.

FUNCTIONS OF MANAGEMENT
The main functions of management are planning, organizing, staffing, directing, and
controlling. The key tools of management are supervisory skills, which must be learned
and practiced.
Planning
An airline is dependent for its very existence on the ability of its top planners. Failure
to forecast the demand for air travel and to plan how to meet a rising or shrinking
demand spells the difference between success and failure. The management process
begins with planning, which sets the stage for what the organization will do, both
globally and specifically.
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Goals should be established for the company as a whole and for each administration
and department, as well as for individual activities. Some goals are large, such as
buying a hotel chain or building a new flight kitchen to serve a growing hub airport.
Other goals are small, such as getting a report completed by Friday or handling more
reservations calls per hour than last month.
1. Companywide goals. These are the general goals an organization wants to

achieve. Some examples might be “earn an annual return of 12 percent on our
investment,” “capture 25 percent of the New Orleans–Memphis market,” and
“develop a new promotional fare to compete with Airline X.”
2. Administration or departmental goals. These goals should be related to—and

should lead directly to—the achievement of companywide goals. Some examples
might be “improve on-time performance by 10 percent systemwide during the next
quarter,” “develop and implement a new training program for apprentice-level
mechanics in the sheet metal shop,” and “hold flight attendant absenteeism to 7
percent.” Individual goals. These are the goals that specific persons will have to
achieve if departmental, division, group, or unit goals are to be met. Some
examples might be “increase my cargo sales volume by 10 percent over last year”
and “process 10 percent more insurance claims per week.”
3. Individual goals. These are the goals that specific persons will have to achieve if
departmental, division, group, or unit goals are to be met. Some examples might
be “increase my cargo sales volume by 10 percent over last year” and “process 10
percent more insurance claims per week.”
Management by Objectives
Fig. 9-3. Management by objectives.

Many carriers operate by a system popularly referred to as management by objectives

(MBO), in which employees at all levels are given tangible goals and are held
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accountable for achieving them. A strategy might include increasing the number of
daily flights, including those serving full meals. In a well-designed MBO program,
overall goals and strategies of the company and of individual employees are
established through discussions between managers and their subordinates. Feedback
is provided through follow-up discussions during the period of time set for achieving
the goals. Feedback may be in the form of data on quantitative results or data on
qualitative results. Person-to-person communication, through day-to-day coaching, is
particularly important.
MBO is a continuous cycle of goal setting, coaching and feedback, and appraisal of
results. It is a natural behavioral process that most individuals follow on a daily basis.
Policy and Procedures as Part of Planning
Every airline has a policy and procedures manual, usually prepared by the personnel
department and containing major sections pertaining to each of the administrations. A
policy is a guide; employees do have some discretion in its implementation. Hundreds
of policies are in effect at any major carrier, and those of a broad nature are
established by top management. Power to make specific policies for the guidance of
each department usually is delegated to administration or department heads.
A procedure is somewhat like a policy, but it specifies in more detail the kind of action
required to handle a specific situation. There are procedures for ordering supplies,
training new employees, fueling aircraft, handling customer complaints, and hundreds
of other processes within the various administrations, departments, divisions, and so
forth.
Rules or regulations indicate in very precise terms whether, in a specific situation,

something is to be done or not done. Rules are important for essentially the same
reason as procedures: they save time, because people do not have to think through
and ponder each new situation, and they give employees a clear sense of what they
can and cannot do.
Organizing
Organizing involves the division of work among employees and the determination of
how much authority each person will have. More specifically, organizing may be
defined as the process of logically grouping activities, delineating authority and
responsibility, and establishing working relationships that enable the employees, and
thus the entire unit, to work with maximum efficiency and effectiveness. The chief
purpose of organization is to establish efficient lines of responsibility and authority
designed to (1) provide supervision of all work with a maximum utilization of knowledge
and experience to best advantage, (2) efficiently assign and schedule all work with the
proper priority observed in projects to be accomplished, (3) provide a means whereby
management can be kept informed of the efficiency and dispatch with which each
particular unit is fulfilling its function, and (4) establish a sequence of importance in job
classifications so that all employees can adequately judge the possibilities for
advancement.
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Staffing
Staffing involves stationing people to work in the positions provided for by the
organizational structure. It includes defining work force requirements for the job to be
done, as well as inventorying, appraising, and selecting candidates for positions;
compensating employees; and training or otherwise developing both job candidates
and current employees to accomplish their tasks effectively.
Directing
Directing includes assigning tasks and instructing subordinates on what to do and

perhaps how to do it. Because the supervisor’s job is to get things done through other
people, effectiveness is closely tied to communicating directives clearly and in a way
that will bring about the desired action. In directing people, it is important to know how
much information and what kind of information to give them. Orders should be fitted to
the receiver; the new employee needs to be instructed in detail, but the experienced
worker may need to know only the objectives and then be capable of choosing the
means to attain them.
Controlling
Controlling is the measuring and correcting of activities of subordinates to ensure that

events conform to plans. It involves measuring performance against goals and plans,
showing where deviations occur and, by putting in motion actions to correct deviations,
ensuring accomplishment of plans. Basically, control involves three steps: (1) setting
performance standards for the work, (2) comparing actual performance with the
standard, and (3) taking corrective action to bring performance in line with the
standard.
ORGANIZATION
Organization was defined as the framework within which the management process
can be carried out. Organization is a plan for bringing together the resources of a firm
(capital and labor) to the position of greatest effectiveness, or productivity. The plan
consists of the grouping of operations (labor and equipment) to achieve the
advantages of specialization and a chain of command.
Principles of Organization Planning
An internal organizational structure must be designed to enable management at all

levels to exercise control of those activities designed to meet the goals and objectives
of the firm. To aid management, there are a number of principles of organization.
1. Unity of Objectives. The principle of unity of objectives states that each

administration, department, division, section, group, and unit of the company must
contribute to the accomplishment of the overall goals of the firm.
2. Span of Control. The principle of span of control states that there is a limit to the
number of subordinates a manager can effectively supervise. It is impossible to
specify the exact number of subordinates that a manager can supervise for each
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situation, for that depends on such variables as (1) the type and complexity of work
being performed, (2) the manager’s ability, (3) the training of subordinates, (4) the
effectiveness of communications, and (5) the importance of time.
Departmentalization
Departmentalization is the practice of subdividing both people and functions into

groups within an organization to gain the advantages of specialization. The extent to
which an airline is departmentalized depends on the size of the carrier, the complexity
of its operations, and its route structure. In a small commuter carrier, the marketing
department might consist of 25 people who are involved in everything from schedule
planning to soliciting new cargo accounts. In a carrier the size of United Airlines, with
25,000 employees engaged in the marketing function, there is considerable division
of labor through departmentalization.
Delegation of Authority
Delegation of authority implies that the authority to make decisions should be pushed
down to the lowest competent level of supervision. This allows minor decisions to be
made at the lower levels of management, and major decisions at the higher levels.
However, delegation of authority does not relieve the delegator of the responsibility for
the actions of subordinates. A supervisor is always ultimately responsible for the
actions of subordinates.
Levels of Management.
This principle holds that the number of levels of management in the company should
be kept to a minimum. As the number of organizational levels increases, problems in
communication increase, inasmuch as each communication must pass through more
people as it travels from its point of origin to its final destination. A carrier must achieve
a proper balance between span of control and the number of levels of management if
it is to function effectively. If a carrier has a too narrow span of control, many levels of
management will be required. With a wide span of control, fewer levels of management
will be needed.
Clearly Defined Duties
All of the major carriers have organizational manuals (usually developed and
maintained by the personnel department, except in the case of several of the largest
carriers, which have separate organizational planning departments). These manuals
include all job descriptions within the company, from president on down. The
prerequisites for the job (in terms of education and experience) are included, as is the
salary range. Normally, each non-management job description is reviewed by the
personnel department every two years in terms of the scope of the job, the functions
performed, the number of persons supervised, and the salary range. Management
jobs are usually reviewed annually.
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Flexibility
A carrier must be flexible so that it can adapt to changing conditions, both internal and
external. In today’s competitive environment, it behooves management to assess the
organizational plan continuously to be sure that it is responsive to the changing
marketplace.
Communication
The term communication here means an uninterrupted flow of orders, instructions,

questions, responses, explanations, ideas, and suggestions between top
management and the rest of the organization. This flow should be two-way—that is,
both from management to employees and from employees to management. Aside
from the customary orders and instructions concerning normal operations,
management frequently wishes to explain some of its policy decisions or to give
information regarding a major route expansion, plans for an acquisition or merger,
finances, or personnel changes in order to bring about a better understanding among
its workers of the salient facts concerning the company. For their part, employees often
have ideas for saving time, labor, and materials or have grievances of one kind or
another that should reach the ears of management. In planning the details of an
organization, provision must be made for the creation and maintenance of a good two-
way communications system.
Line and Staff Responsibilities
As a company grows from a simple to a complex organization, it becomes impossible

for a small number of executives to assume direct, personal responsibility for functions
such as employment, purchasing, market research, labor relations, and public
relations. Specific advisory responsibilities are delegated to these assistants, who
frequently carry such titles as “staff assistant accounting” or “assistant to the vice-
president of operations for personnel.” As the activities of these assistants increase,
other personnel are added to assist them. Eventually, the work centering around a
special assistant is organized into a department, which is known as a staff department
and which supplements the line functions of the organization. Staff personnel are
those whose orders and authority do not flow in a straight line down from the top of
the organization. Although staff people do report to a specific person in the company
hierarchy, they may at times perform work for people at levels above or below them.
Staff executives are usually technically trained and are employed to advise and inform
line and other staff executives on specialized areas, including finance, personnel, legal
affairs, medical concerns, and data processing.
ORGANIZATIONAL CHART
Often referred to as the blueprint of the company, the organizational chart depicts the
formal authority relationships between superiors and subordinates at the various
hierarchical levels, as well as the formal channels of communication within the
company. The organizational chart helps managers implement organization principles,
such as span of control and unity of objectives. The chart can serve as an aid in
identifying such organizational deficiencies as one individual reporting to more than
one boss or a manager with too wide a span of control.
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The organizational chart is a static model of the company, because it depicts how the
company is organized at a given point in time. This is a major limitation of the chart,
because carriers operate in a dynamic environment and thus must continually adapt
to changing conditions. Some old positions may no longer be required, or new
positions may have to be created to achieve new objectives. Therefore, the chart must
be revised and updated periodically to reflect these changing conditions. Like the
organization manual, organizational charts generally are maintained by the personnel
department or, as in the case of several large carriers, by a separate organization
planning department.
Fig. 9-4. The administrations in a major air carrier’s organization.

STAFF DEPARTMENTS
Staff departments include those areas that provide a service to the line departments.
They are primarily located at the carrier’s executive headquarters or at major regional
offices.
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Finance and Property
The finance and property administration formulates policies for the financing of all
activities in the airline and is charged with the receipt and safeguarding of the
company’s revenues and the accounting of all receipts and disbursements. In carrying
out these functions, it administers the activities of (1) the treasurer’s department; (2)
facilities and property, which involves the administration of all owned and leased
property and equipment; and (3) purchasing and stores, which is a multimillion-dollar
business by itself. Airlines purchase everything from uniforms, supplies, parts, and
equipment to food, fuel, and hundreds of other items on a daily basis. Other major
departments include auditing, accounting, and insurance.
Fig. 9-5. A typical major air carrier’s finance and property administration (employs approximately
10 percent of the carrier’s work force).

Information Services
Information services is responsible for designing and maintaining the data

communications network within the airline. Included in this administration are database
administrators, who coordinate the data collection and storage needs of user
departments, and systems analysts, who are responsible for analyzing how computer
data processing can be applied to specific user problems and for designing effective
data-processing solutions. Programmers, who are responsible for developing
programs of instructions for computers, work very closely with the user
administrations.
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Fig. 9-6. A typical major air carrier’s information services administration (employs approximately
2 percent of the carrier’s work force).

Fig. 9-7. A typical major air carrier’s personnel administration (employs approximately 1 percent
of the carrier’s work force).

Personnel
The primary goal of the personnel administration is to maintain a mutually satisfactory

relationship between management and employees. It is responsible for providing fair
and adequate personnel policies. Major departments under personnel include
employee development, employee relations, and personnel field services, which
encompasses the employment function.
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Medical
The medical department provides health services to all employees through physical
exams and emergency treatment and establishes health criteria for hiring new
employees. In recent years, some major carriers have virtually eliminated their medical
staffs, choosing instead to have private physicians and clinics provide medical
examinations and other specialized services. Medical service at the major base or at
regional facilities is thus limited to emergency treatment.
Legal
Every airline has a legal department under a vice-president or general counsel. This
administration is responsible for handling all legal matters, including claims against the
company for loss of or damage to the property of others and for injuries to persons.
This administration also works closely with government agencies regarding regulatory
matters.
Fig. 9-8. A typical major air carrier’s medical and legal administration (employs less than 1
percent of the carrier’s work force).

Corporate Communications
This department can be seen as the mouthpiece for the carrier. Most announcements
regarding company activities, whether it be an impending strike, weather-caused flight
cancellations, or the latest traffic or financial statistics, are made by a representative
of this department. This department also has representatives, or lobbyists, and a
number of state capitals who are important to the carrier from a legislative standpoint.
Legislation regarding increased fuel taxes would be of concern to such individuals.
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Fig. 9-9. A typical major air carrier’s corporate communications administration (employs less
than 1 percent of the carrier’s work force).

Economic Planning
The basic function of the economic planning administration is to plan and control the
factors that affect the company’s economic well-being. This administration develops
all long-range forecasts and projects the company’s financial returns, including
revenues and profit-and-loss statistics, and it develops all cost control and capital
expenditure programs. In this capacity, the administration works very closely with top-
level management, as well as with all other administrations, in implementing corporate
goals.
Fig. 9-10. A typical major air carrier’s economic planning administration (employs less than 1

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LINE DEPARTMENTS
Line departments are those administrations that are directly involved in producing and
selling air transportation. They include flight operations, engineering and maintenance,
and marketing and services.
Flight Operations
The office of the senior vice-president of flight operations is responsible for developing
flight-operations policies, procedures, and techniques to promote the safe, efficient,
and progressive operation of aircraft. Flight operations must maintain the airline
operating certificate in compliance with FAA regulations. In addition, the administration
is responsible for developing schedule patterns and procedures for the economic
utilization of flight equipment and personnel. It also directs an operations analysis and
planning service that effectively plans and exercises continuous control over flight
operations activities throughout the system.
Fig. 9-11. A typical major air carrier’s flight operation administration (employs approximately 10

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1. Departmental Level. The vice-president of air traffic and safety develops and
recommends ways to promote the safe, economic, and expeditious flow of air traffic
from departure to arrival. This executive develops programs for aircraft interior
cabin safety and is responsible for safe aircraft operations, navigation aids, and
ground communications (teletype and telephone). The vice-president also
maintains current information on all airports and airways that may affect operating
policies and procedures. The vice-president of flight procedures and training
develops and recommends operating policies, procedures, and techniques for the
entire fleet. This executive makes recommendations with regard to equipment,
such as instruments, controls, power plants, and radios, in addition to directing the
flight operations training department and the flight standards department. The vice-
president of flying develops and directs pilot-training programs to enable pilots to
meet and maintain proficiency standards required by the airline and the FAA. This
executive analyzes the need for pilots within the system to meet schedule
requirements and arranges for assignment of new co-pilots, necessary pilot
transfers, and furloughs over the entire airline system.
2. Division Level. Airlines generally maintain a central control agency, sometimes

referred to as system operations control (SOC), that coordinates flight operations,
including airplane movements system wide. This agency is headed up by a director
of flight dispatch. A typical carrier operates 24 hours a day, 365 days a year.
Regional flight dispatch managers are responsible during their shifts for the overall
planning of the flight operations over the entire system. They must consider the
technical phases of the operation and coordinate plans with flight dispatchers at
adjacent dispatch centers. The goal is to effect safe, efficient, and smooth flow of
aircraft operations under existing conditions.
Flight dispatch managers coordinate the activities of their offices in the scheduling
of personnel coverage around the clock and are responsible to the regional
managers of flight operations. The flight dispatchers are responsible to the chief
flight dispatcher for all local activities. They work with flight officers in clearance
preparation, covering all details of the proposed flight, including all factors related
to the safety of the operation. These factors include (1) the nature and duration of
the flight, (2) weather conditions at various flight altitudes, (3) airway routing, (4)
fuel requirements, (5) an alternate flight plan, including airport, if necessary, and
(6) the signing of necessary clearance papers after full concurrence with the
captain on the proposed plan.
Reporting to the vice-president of flying are usually several regional managers of

flight operations. Their duties include monitoring all flight-operations policies,
methods, and procedures by personal observation and close liaison with flight
managers and investigating all irregularities and deviations from established
regulations. Regional managers must establish, within their areas and within the
limits of airline and FAA guidelines, flight policies and regulations deemed
necessary in the interest of safety based on local terrain, weather, and navigational
and traffic conditions. Regional managers also hold individual conferences and
group meetings with flight managers and flight officers to keep them informed on
current company policies, management plans, equipment problems, work planned
or in progress for the improvement of equipment, working conditions, personnel
problems, grievances, and so forth.
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Flight managers are responsible to the regional managers of flight operations for
all activities involving flight operations in their area. They monitor the proficiency of
pilots by doing en route checks, check flight preparation and execution under
various flight conditions, and help and counsel personnel through individual and
group meetings.
All pilots report to the flight manager at their domicile. The captain is in command
of the airplane and, as established by FAA regulations, may take any action
deemed necessary to preserve and maintain the safety of the flight. The captain’s
command commences when the flight is cleared from the loading position. The
captain is responsible for determining, before takeoff, that the airplane is loaded
within established weight and balance limits and that the required fuel is aboard.
The first officer is responsible to the captain for conduct and attention to duty during
the flight. The first officer’s authority is potential only, capable of being exercised
when specifically designated or if the captain becomes incapacitated. The flight
engineer is also responsible to the captain for conduct and attention to duty during
the flight. As new aircraft technology evolves, the flight engineer is being replaced
by a computer resulting in two-pilot crews, even for the largest aircraft flying.
Pilots generally are required to arrive one hour before their scheduled flights. In the
case of a two-person crew, one pilot reviews the flight plan prepared by SOC, which
has been loaded onto the aircraft’s computer, while the other inspects the aircraft.
The captain will also hold a crew briefing with the flight attendants working the
flight.
There are several checklists of tasks that must be completed and items that must
be checked before the plane can take off. The checklists used by the major carriers
are mechanical rather than paper-and-pencil, requiring the pilot to flip a switch
when each necessary task is accomplished; this reduces the likelihood that any
check will be left undone. Cockpit procedures are completely standardized, which
allows crew members who have never worked together before to operate as an
efficient team.
During a given flight, the roles of the cockpit crew members are well defined. There
is always one pilot who is flying the aircraft, including takeoffs and landings, and
one who is in a support role (checking weight and balance calculations,
communicating with SOC, coordinating with air traffic control, monitoring weather
data, and so on). Because crews typically work together for at least one month, the
captain and co-pilot alternate in these roles. An exception to this is that the captain
always taxis the plane, because the tiller that is used in taxiing is on the left side of
the cockpit, where the captain sits.
While the aircraft is on the ground, the crew is in contact with the ground controllers,
part of the FAA’s Air Traffic Control (ATC) system. Ground Control directs taxiing
aircraft, while Tower Control handles takeoffs and landings. Once the flight has
taken off, it is handed over to Departure Control, which monitors the flight’s first
50–100 miles. Beyond that, the flight is the responsibility of an en route Air Traffic
Control Center, which handles a large region of the country. During long flights,
aircraft pass from center to center until they approach their destination.
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Once a flight departs its origin city, keeping track of it and facilitating its on-time
completion is the task of SOC. The nerve center of the airline, SOC coordinates
and manages the airline’s day-to-day and minute-to-minute operations from its
facility near the company headquarters. Life at SOC is never routine. Every time
something unexpected happens—whether it is a traffic backup, a weather delay, a
mechanical problem, a computer outage, an earthquake or a volcanic eruption, a
water-main break, a security incident, or any of the other unexpected occurrences
that can happen at an airline—SOC experts spring into action.
SOC dispatchers provide the cockpit crew with assistance if a problem occurs en
route. For example, if an on-board system fails, a dispatcher arranges for the
captain to speak directly with maintenance technicians on the ground to determine
if the problem can be rectified in flight. The dispatcher also helps obtain medical
advice in the event that a passenger becomes ill during a flight. The dispatcher
provides a communications link between the airline’s medical department and the
captain to discuss the situation, and helps decide whether and where to divert the
plane to obtain the appropriate medical treatment.
When the plane gets within 50–100 miles of its destination, the ATC process just
described is repeated in reverse. Approach Control takes the flight until it is ready
to land, at which point it is handed to Tower Control. Once the aircraft is on the
ground, Ground Control is in charge of getting it to its designated gate.
Because the captain must do the taxiing, the co-pilot maintains contact with Ground
Control and checks to make sure the arrival gate is ready for the aircraft. Once they
have successfully guided the plane to the gate, the crew completes a checklist of
shutdown duties and makes entries in the aircraft’s log. If any maintenance
problems arise during the flight, the crew calls them in ahead of time, so that
maintenance personnel are ready to address them as soon as the plane arrives.
The basic function of the director of meteorology is the administration of the

centralized weather service. Meteorologists in this department construct and
analyze weather maps and charts to determine what weather phenomena are
occurring over various geographic areas at a specific time.
The director of flight training reports to the vice-president of flight procedures and
training and is responsible for the training of flight crews on the airline, including
initial training, transition, refresher, requalification, and familiarization training. The
training department is divided into three divisions: (1) the ground school, which
makes use of audiovisual aids and mockups; (2) flight simulators; and (3) aircraft
used for flight training. The director of flight procedures and standards, who also
reports to the vice-president of flight procedures and training, is responsible for
conducting proficiency checks on all flight officers. This includes rating flights for
upgrading of first officers, rating flights for transitioning captains, and monitoring
flight and simulator training programs conducted by the flight training department.
Engineering Maintenance
The chief executive officer of engineering and maintenance (E & M) is the senior vice
president, whose responsibilities are as broad as the mission of this administration: to
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keep the company’s equipment in condition to provide safe and salable air
transportation. “Safe,” in this sense, implies full compliance with the carrier’s own
operating specifications and also with all applicable directives and regulations of the
FAA. “Salable” means fast and dependable service in up-to-date equipment with
comfortable furnishings and decor, without which the company would be unable to
compete successfully.
Fig. 9-12. A typical major air carrier’s engineering and maintenance administration (employs
approximately 25 percent of the carrier’s work force).

1. Classes of Stations. From the standpoint of the maintenance function, a major

carrier normally divides its many stations served into different classes of stations.
For example, in descending order of capability, they include (1) the maintenance
base, (2) major stations, (3) service stations, and (4) other stations.
a. The maintenance base is generally conceded to be the largest, most versatile,

and best-equipped facility in the system. It is the overhaul and modification
24
center for the carrier’s entire fleet, and it has the capability of repairing nearly
all aircraft components. Few components must be returned to the manufacturer
or sent to outside agencies for reconditioning.
b. Major stations include the carrier’s large hub cities. These stations have
relatively large numbers of maintenance people and extensive facilities. They
also maintain a substantial inventory of spare parts, mainly supplied by the
maintenance base. In general, these stations are capable of providing complete
line maintenance of specific types of equipment.
c. Service stations are large stations served by the carrier but not located at major
hub cities with large banks of connecting flights. These stations are well
equipped and well-staffed with line maintenance personnel, but less so than the
major stations.
2. Types of Maintenance. All aircraft must follow an FAA-approved maintenance

program that keeps the aircraft in an airworthy condition. Each airline develops its
own program, based on the manufacturer’s planning documents, but includes
adjustments for the airline’s own operation. The programs are even different for
various operators of the same aircraft type. Although maintained under different
programs, aircraft of the same type, utilization, and age will generate approximately
the same number of routine maintenance hours during the program cycle: (1)
routine scheduled maintenance (such as airframe and engine checks), (2)
nonroutine maintenance (structural fatigue repair and corrosion control), (3)
refurbishments (cabin upgrades and exterior painting), and (4) modifications
(passenger-to-freight conversions and hush kit installations). Routine and
nonroutine maintenance account for over 95 percent of maintenance activity and
spending for most major carriers.
a. Routine Airframe Maintenance. The most elementary form of routine

maintenance is a visual inspection of the aircraft before flight (sometimes called
a “walk-around”) by pilots and mechanics to ensure that there are no obvious
problems such as leaks, missing rivets, or cracks. A “check,” the form most
routine maintenance takes, comes in several grades, referred to as “letter
checks”—A through D—all performed at regular intervals. However, much of
“routine” maintenance is unplanned. Up to half of the 400,000 or so tasks
involved in a C-check are contingent on the condition of the aircraft.
i. Overnight maintenance. At the end of the working day, workers conduct

a 1- to 11 ⁄2-hour inspection to ensure that the plane is operating in
accord with the original equipment manufacturer’s (OEM’s) minimum
equipment list (MEL). This is a chance to do whatever work can be
completed in the time allotted so as not to disrupt the aircraft’s flight
schedule.
ii. A-check. Roughly every 125 flight hours (two to three weeks), an
amplified preflight visual inspection of the fuselage exterior, power plant,
and certain readily accessible subsystems, including avionics (aviation
electronics) and accessories, is conducted to ascertain the general
condition of the aircraft.
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iii. B-check. Approximately every 750 flight hours (three to four months),
workers conduct an open inspection of panels and cowlings, during
which some preventive maintenance (exterior wash, engine oil
spectroscopic analysis, and so on) is performed, oil filters are removed
and checked, parts are lubricated as required, and the airframe is
carefully examined. The B-check incorporates an A-check.
iv. C-check. This fundamental airworthiness inspection, which is carried out

approximately every 3,000 flight hours or every 15 months, incorporates
both A- and B-checks. In addition, components are repaired, flight
controls are calibrated, and major internal mechanisms are tested. Other
tasks include heavy lubrication, attendance to Service Bulletin
requirements, minor structural inspections, flight control rigging tests,
engine baroscope inspections, compressor washes, aircraft appearance
maintenance, and, usually, some corrosion prevention. The C-check
also includes a post check flight test.
v. D-check. This is the most intensive form of routine maintenance, typically

occurring every six to eight years or approximately every 20,000 flight
hours. Cabin interiors (including seats, galleys, lavatories, cockpit,
furnishings, headliners, and sidewalls) are removed to enable careful
structural inspections. Flight controls are examined, and the fuel system
is probed for leaks and cracks. The aircraft essentially is stripped to its
shell and rebuilt with the intention of returning it to original (“zero-timed”)
condition as much as possible.
A- and B-checks and overnight maintenance are examples of “line”

maintenance: work that can be managed at an airport (sometimes even on the
ramp) and that is usually performed overnight so as not to encroach on flight
plans. C- and D-checks, however, constitute “heavy” maintenance, demanding
special facilities and extensive downtime.
Some airlines employ intermediate layover (IL) checks, a form of so-called

progressive (or phased, equalized, or continuous) maintenance that does
without a standard D-check by incorporating portions of it across several more
frequently scheduled inspections, usually C-checks. In another variation, parts
of a C-check are merged with several successive A-checks. The goal in either
case is to minimize the time the aircraft is out of service while also balancing
workloads.
b. Nonroutine Maintenance. Nonroutine maintenance is either the product of an

unforeseen event, such as an accident or random occurrence, or a response to
an AD. An example of the first is engine damage due to bird ingestion or an
airframe dented by a catering truck. An example of the second, aging aircraft,
is worth dwelling on.
Because of concerns about the growing number of older aircraft still flying, the
FAA instituted tougher rules several years ago to counter (1) the repeated cabin
pressurization and depressurization that stresses an airframe’s structure and
26
skin, resulting, if untreated, in metal fatigue and cracking, and (2) the corrosion
caused by long-term exposure to moisture.
The problem with this practice is that maintenance costs, special aging
regulations aside, grow as an airframe age. One reason for this is that many
parts reach the point at which they can no longer be repaired and must be
replaced, which is a costlier proposition. The main reason, though, is the
mounting number of nonscheduled procedures that arise. Eventually, the cost
of repair approaches a significant fraction of the aircraft’s value, and a decision
must be made as to whether continued maintenance is cost-efficient. Many
aircraft are retired just before a D-check to avoid the over $1 million expense.
But any retirement analysis must also factor in replacement costs, operational
costs, and resale value. It is almost certain that operational costs for these
aging aircraft (including maintenance) will climb.
c. Overhaul of Airframes. The real reason for routing an airplane into a

maintenance base and opening it up is to give it a thorough structural going
over—to inspect and repair. Other reasons are mainly those of convenience. It
used to be that airplanes were overhauled according to a plan that required a
series of seven minor overhauls and a major one. The major overhaul was
designed to rework the airplane to a like-new condition—to fit the bits and
pieces back together to the exactness of current manufacturing tolerances. The
basic document used in formulating the airframe overhaul plan of a major
carrier’s jet fleet is the work report prepared by the engineering department for
maintaining the structural integrity of the particular aircraft. When this document
is approved by the FAA, it becomes a part of the operations specifications,
which detail the requirements for continuous airworthiness. Compliance with
this document’s specifications is mandatory. A separate work report covers the
entire structure, the landing gear, and all control surfaces of each jet airplane
type by zones. It spells out the kind of inspection each item is to receive and
designates the frequency or interval of inspections. And it further specifies that
an approximately equal number of each of the zone inspections are to be made
and evenly spaced within each fleet overhaul period.
A carrier’s structural-integrity program thus provides the framework upon which

each airframe overhaul is constructed. Other jobs, some related and others not,
constitute the body of the overhaul. Conceivably, an airframe overhaul might
be limited in content to a thorough inspection plus the repairs, replacements,
and operational checks triggered by it. If this were done, though, a large amount
of work would have to be scheduled at other times. This would then necessitate
adding to the time and workload of the periodic checks described earlier, or it
would lead to special routing of airplanes to a station or base where the work
could be done at a time other than check or overhaul. Generally, however,
airlines have preferred to exchange time-controlled units (nonstructural) and do
the major modifications at the time of overhaul. But these impose certain
penalties on the essential work of the overhaul. All this has prompted some
reappraisal of the practice. In recent years, the lengthening of times between
airframe overhauls has led to a shift toward line accomplishment of modification
projects, but few time-controlled units are currently scheduled for replacement
other than at overhaul.
27
Engines are a notable exception. Jet engine overhauls have never been in
phase with airframe overhauls; engines are not ordinarily scheduled for change
at the time of an airframe overhaul. The documents that govern the operational
checking of aircraft systems and the removal and replacement of time-
controlled units are the engineering and maintenance control (EMAC) cards.
The EMAC system, which came into use with the jets, is designed to assemble,
disseminate, and control all the information essential to proper maintenance of
components and systems, both airframe and engine. It blends with the work
reports and the modification project schedules to determine what is involved in
overhauls.
Generally, carriers seek to utilize components to their full allowable time. Thus,
one-run units are removed and replaced at each overhaul, two-run units at the
second overhaul and every second one thereafter, three-run units at the third
overhaul and every third one thereafter, and so on. There are some exceptions,
however, particularly when sampling or other circumstances indicate benefits
of early initial removal and staggering of removals thereafter.
Currently, a big-jet airframe overhaul consumes over 20,000 work-hours,

including inspector and lead mechanic hours. Of this total, less than 10 percent
is involved with inspection, including that called for in the work reports. Over 40
percent involves component changes and systems checkout, about 20 percent
modifications, and about 30 percent nonroutine work generated by the
inspection. The job takes approximately 15 days in the overhaul dock and 2
days on the ramp for flight preparation and testing.
d. Overhaul of Engines and Other Components. In general, overhauls of engines,

their accessories, and other components are handled in much the same
manner. Components are brought in when either operating time or condition
requires it, and the overhaul returns them to specifications laid down by
engineering and the manufacturer. A large part of engine overhaul is made up
of repair and reconditioning operations, as it is usually beneficial, both
economically and from the standpoint of reliability, to reuse seasoned
components when they can be reworked to approved specifications. Scheduled
engine changes are planned so as to minimize shipping costs and transit times
and to avoid special routing of aircraft.
e. Contact Maintenance. There are many reasons an airline contracts with an

independent facility to perform maintenance. An airline may not have the
personnel or equipment to complete a special project or a large modification to
its fleet. An air carrier might also recognize that an independent facility has the
expertise in a given area, such as turbine-engine maintenance or heavy-
airframe modification, to do the job better and more efficiently than the airline.
In the past, when airlines had larger maintenance facilities, they were able to
handle a big job like standardizing a number of aircraft acquired from another
carrier. But deregulation, recessions, lower fares, and higher costs have forced
the carriers to keep their maintenance capabilities on the lean side. Carriers
often contract with an independent facility when serving a distant airport at
which they have no maintenance support. In addition to providing minor
28
maintenance services, some contracts extend to other functions, such as

cleaning and fueling aircraft.
Marketing and Services
The senior vice-president of marketing is a member of a company’s top management

group and in this capacity brings a marketing focus to its deliberations. As chief
executive officer of the largest administration, this executive’s responsibilities include
making decisions about marketing policy, as well as the daily administration of the
organization. In the latter capacity, the senior vice president’s office administers the
organization’s cost control efforts and coordinates and implements personnel policies,
including staff training programs. Major departments, generally headed up by vice-
presidents, that report to the senior vice-president include advertising, marketing
services, services planning, sales planning, sales and services, and food service.
Fig. 9-13. A typical major air carrier’s marketing and services administration (employs
approximately 50 percent of the carrier’s work force).

1. Advertising. Advertising is an extremely important marketing department,

particularly in today’s competitive environment. The advertising department,
working closely with the company’s advertising agency, provides expertise on
promotional messages, copy, media, and timing. This department may influence,
but generally does not determine, the amount of company funds spent on
advertising and promotion.
2. Marketing Services. Marketing services is another extremely important marketing

department, as it literally designs the carrier’s products and determines the firm’s
29
market opportunities. Included are such major divisions as market research and
forecasting, pricing, and schedule planning.
Market research and forecasting is charged with the responsibility of systematically

gathering, recording, and analyzing data relating to the marketing of air
transportation. Operationally, this means forecasting market opportunities and
finding out about the market for air transportation—the numbers and types of
consumers, the product itself, channels of distribution, and consumer motivation
and behavior. With the so-called consumer-oriented marketing concept in use in
recent years, whose objective is to furnish consumer satisfaction, market research
and forecasting has been recognized by most major carriers as co-equal in status
with sales, advertising, new product and services development, pricing, and
scheduling.
3. Services Planning. The services planning department is responsible for the

development of the in-flight and ground services for the various markets identified
by market research and forecasting. These include everything from reservations
and ticketing services to in-flight entertainment and dining services. The latter
includes such details as the type of meal service aboard various flights, the number
of courses, and the various menus.
4. Sales Planning. Sales planning is concerned with the means by which a carrier’s
products and services are delivered to consumers. Given the markets developed
by market research and forecasting, the prices and schedules, and the services
planned for the various markets, it is up to sales planning to develop an approach
to reach these target groups. This department works closely with regional sales
and services personnel in implementing their plans. Traditional organizational
planning holds that when the number of reporting functions becomes too
numerous, a useful solution is to regroup them into several clusters and appoint a
manager to each cluster. Accordingly, most of the major carriers have separated
the marketing functions into operations and planning. In a sense, the three
aforementioned departments—marketing services, services planning, and sales
planning—have become staff departments to sales and services.
5. Sales and Services. Sales and services are concerned with the implementation of
the plans formulated by the planning staff. The social sciences, and especially
psychology, have given sales personnel new insights into old problems. Newer
organizational methods have increased sales efficiency. To implement the selling
function, personnel in this department must have complete knowledge of who
consumers are, what makes them purchase the product, and how they can be
reached. The planning departments have helped in meeting these selling
challenges. Each member of the operating sales force—whether a cargo sales
representative, a reservations agent, or a ticket-counter agent—is involved in daily
crises, problems, and workloads that detract from long-range thinking and
planning. Thus, the planning work gets done better when left to those who
specialize in it and who have time to do it. It is interesting to note that flight
attendants generally report to the regional sales and services personnel. Although
their primary purpose aboard aircraft is to serve passengers’ needs in the event of
an emergency and although their specific number aboard a flight is determined by
30
federal aviation regulations, they have truly become a part of the marketing game
plan.
Fig. 9-14. A typical major air carrier’s regional sales and services department.

Fig. 9-15. A typical major air carrier’s food service department.

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6. Food Service. Before 2000, food service was a major business for the large
airlines. Many airlines had flight kitchens throughout the system located at major
hub airports. These kitchens served thousands of meals per day not only to the
carrier’s flights but also to those carriers that contracted with the major carrier. The
costs of operating a flight kitchen are extremely high, and airlines have realized
that costs can be substantially reduced if this service is subcontracted. For those
airlines that still operate flight kitchens.
The Flight-Serving Passengers
The end product of marketing and services is serving customers’ needs. The typical
airline customer spends more time with the flight attendants than with any other
employee group. Thus, the flight attendants have much to do with how an airline’s
customers feel about the carrier and whether they will fly that airline again in the future.
In the eyes of the flying public, the flight attendants are the airline, so it is up to the
flight attendants to turn every customer into a repeat customer. Although their primary
function is ensuring in-flight safety, flight attendants have become an extension of the
marketing effort. Flight attendants are required to sign in at the airport one hour before
their flight’s scheduled departure time. Flight attendant schedules—like those of the
pilots—are based on each flight attendant’s preferences, weighted by seniority. Once
they have signed in, flight attendants are required to be at their flight’s departure gate
40–50 minutes before departure. At the gate, an agent provides them with the
passenger load, a list of the flight’s frequent customers, and any special-handling
requests (such as passengers who will need a little extra help). Once on board the
aircraft, the flight attendants check the emergency equipment and the catering and
generally make sure the cabin is ready for passengers.
On wide-body domestic flights and all international flights, there is a designated first
flight attendant, or purser, who has received special training and who supervises and
coordinates the activities of the other flight attendants. When passengers begin to
board, one flight attendant will check passenger tickets either at the jetbridge entrance
or at the door of the aircraft. For safety reasons, one flight attendant stays at the back
of the plane while the rest assist passengers in finding their seats and stowing their
carry-on luggage and, in the first-class cabin, serve a pre-departure beverage. Before
the plane can leave the gate, the flight attendants need to make sure that all of the
overhead bins are closed and that the passengers are seated and buckled in. Only
then can the aircraft leave the gate. Before takeoff, the plane’s doors need to be
“armed,” which means a flight attendant activates an inflatable slide that opens
automatically if the doors are opened in an emergency situation. The slides must be
deactivated once the plane has landed safely at its destination. While the captain taxis
the plane to its designated runway, the flight attendants make safety announcements
and demonstrate the proper use of oxygen masks, seat belts, and— when the plane
is to pass over water—life vests and rafts. Before sitting down for takeoff, the flight
attendants make sure that all passenger seats are upright, that tray tables are up and
locked, and that any first-class beverage service items have been collected and put
away. Once the flight is in the air and has reached cruising altitude, the flight
attendants can begin their food and beverage service.
In the first-class cabin, flight attendants ask passengers for their drink and, when a
meal is being served, entree preferences. In the main cabin, the flight attendants
32
prepare the drink cart, with the objective of beginning drink service within 15–20
minutes after takeoff. If there is a meal on the flight, beverages are always served first.
It should be noted, due to cost-cutting measures and increased revenue generation,
many airlines, domestic and international, now charge passengers for beverages,
food, entertainment and certain services. In some cases, passengers are even
charged for carrying “normal” baggage in addition to the seat purchase. It will not be
long before an airline creates a unique marketing campaign where they charge
passengers based on the comfort and location of a coach class seat. For example, a
middle seat might be charged less money than an aisle or window seat. Before
landing, the flight attendants pick up any remaining food and beverage service items
and make sure all passenger seat belts are fastened and all tray tables are up and
locked. One flight attendant will announce connecting gate information for those
passengers who need to catch other flights. Aer the plane lands, the flight attendants
must remain seated while the captain taxis to the arrival gate. Ramp personnel guide
the aircraft to its parking position and, after it comes to a stop, put chocks under its
wheels. As soon as that has been done, other workers hook up ground-based power
and air-conditioning. On the airplane, the flight attendants open the door, and as
passengers begin deplaning, a mechanic squeezes past them to get a debriefing from
the cockpit crew and to see if any maintenance work must be done. Once all the
deplaning passengers are off, the cabin cleaners begin cleaning out seat-back
pockets, tidying up the cabin, cleaning the lavatories, doing a light vacuuming, and
repositioning safety belts for each seat’s next occupant. A more thorough cleaning is
done each night. Meanwhile, out on the ramp, airline personnel are unloading
baggage, freight, and mail from the airplane’s belly compartments and are beginning
the process of sorting by various categories and destinations.
The bags and cargo must be delivered promptly to passengers and shippers or
transferred to other flights if they have not reached their final destination. If a meal has
been served or is planned for the outbound flight, catering trucks pull up to service the
first-class and main-cabin galleys. Another truck services the lavatory holding tanks,
and in the midst of all this, mechanics deal with any problems reported by the crew
and do their own walkaround inspections. Once all of these processes are complete,
customers begin to board the aircraft for its next flight, and everything happens in
reverse. Ground workers start loading baggage in the forward belly and freight and
mail in the rear. Fuel trucks pull up to refuel most flights. The airplanes also must be
“watered.” Fresh water is pumped aboard from either a water truck or servicing
equipment built into the gate itself. During cold-weather months, deicing trucks spray
fluid on the airplane’s wings and fuselage. Ramp crew chiefs are responsible for
orchestrating all of the ground-operations activities. Performing all of the required jobs
quickly enough for the plane to meet its next departure time requires a great deal of
teamwork and cooperation. Although efficiency and customer service are important,
the underlying theme of safety pervades all operations.
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ENRICHMENT ACTIVITY 9.1:
1. What is an organizational chart? What is its purpose? (The organizational

charts shown in this module are fairly comprehensive and reflect the
organizational plan for a major carrier.)
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2. Suppose that you were charged with the responsibility of developing an

organizational chart for a medium-size commuter carrier. Develop a chart,
including appropriate line and staff departments. (Remember, you are dealing
with only a couple hundred employees).
Note: For all the enrichment activities provided in this module: input your work on an
A4-sized paper with your complete name, year, section, course, and signature over
printed name indicating that you are accepting the terms indicated by the honesty
clause; saved as PDF file and other file appropriate with file name, “AE 413 Enrichment
Activity 9.1 – Surname”; and submit in the Learning Management System (LMS)
platform provided by the instructor on a designated deadline.
Follow the necessary rubric, “Rubric for Short Answers”, provided at the last page of
the module for pointing system.
34
RUBRIC FOR DESIGNING AN ORGANIZATIONAL CHART
NEEDS
EXCELLENT GOOD FAIR
CRITERIA IMPORVEMENT
(4 POINTS) (3 POINTS) (2 POINTS)
(1 POINT)
The
The organizational
organizational chart is
The
chart shows all lacking in
organizational
of the required elements
chart is lacking in
elements. required. A The organizational
elements
None of the few of the chart is lacking in
required. Several
parts show an parts show an elements required.
of the parts show
incorrect incorrect Some of the parts
an incorrect
placement in placement in show an incorrect
placement in its
its relationship its relationship placement in its
Content Knowledge relationship to the
to the to the relationships to the
branches and/or
branches branches branches and/or
levels. The
and/or levels. and/or levels. levels. The
responsibilities of
The The responsibilities of 1
none of the
responsibilities responsibilities of the branches and
branches and
of all of the of 2 of the levels are present in
levels are present
branches and branches and detailed statements.
in detailed
levels are levels are
statements.
present in present in
detailed detailed
statements. statements.
The work was
The work done Work is done with
done with
exceeds all little effort, quality
good effort
expectations Work is done with is not what the
that shows
and shows that fair effort, but the learner is capable
what the
the learner is quality is still not of. It is evident
learner is
Work quality/effort proud of what the learner is that the work was
capable of. It
his/her work. capable of. It is rushed and little
is evident that
The effort that evident that the time was spent on
time was put
was put into work was rushed. the final product.
into the
this task is the Work is
organizational
best it can be incomplete.
chart.
by the learner.
Eye catching.
Contains
Great use of
students own
colors, texture,
writing and Not very appealing. Lacks original
shapes, and
drawing. Lots Limited use of artwork. Not
spacing on
of colors, creative materials. students own
poster. Artwork
shapes, and Not a lot of drawing/writing.
Creativity is the students
appealing color/shapes/design. Not good use of
own & is neat.
design. Shows Most of the space on poster.
Writing is easy
the student drawings/writing is Messy. Lacks
to read. Shows
spent time the student's own. color.
the student
creating an
can express
artistic piece.
ideas through
art.
35
The
The
organizational The
organizational The organizational
chart is of organizational
Format/presentation chart is clean chart is somewhat
exceptional chart presented in
and neatly neatly presented.
quality and a disorderly style.
displayed.
presentation.
The details are The details are
The details complete not complete
The details are
are complete statements and statements and
Grammar complete
statements contain errors that contain errors that
statements
with minimal somewhat interrupt completely
with no errors.
errors. the flow of interrupt the flow
communication. of communication.
Reference: Irubric: Design an organizational chart rubric. RCampus. (n.d.).

https://www.rcampus.com/rubricshowc.cfm?code=VX88X5B&sp=yes&.
36

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PHILIPPINE STATE COLLEGE OF AERONAUTICS

INSTITUTE OF ENGINEERING AND TECHNOLOGY

Air Transport Economics and

ENRICHMENT ACTIVITY 8.1 16 1 hour

As an institution of higher learning, students are expected to display highest degree

Chris Argyrus. (1964). Integrating the Individual and the Organization.

Course Learning Outcomes [CLO]

Module Learning Outcomes [MLO]

Terms such as top management, middle management, and operating management

2. Top Management. Top management is the highest level of management in the

b. Executive vice-president and general manager. This individual generally has

Source: Wensveen, J. (2007). Air transportation: A Management Perspective Sixth Edition.

3. Middle management. The second level of management in the organization and is

4. Operating Management. It includes managers, assistant managers, section chiefs,

NEW CORPORATE STRUCTURE

The number of people required to make up an efficient management team depends

due to duplication of work and lack of communication between departments. New

In today’s environment, it is important for an airline to avoid duplication of work

Source: Wensveen, J. (2007). Air transportation: A Management Perspective Sixth Edition.

1. Companywide goals. These are the general goals an organization wants to

2. Administration or departmental goals. These goals should be related to—and

Fig. 9-3. Management by objectives.

Source: Wensveen, J. (2007). Air transportation: A Management Perspective Sixth Edition.

Many carriers operate by a system popularly referred to as management by objectives

Policy and Procedures as Part of Planning

Rules or regulations indicate in very precise terms whether, in a specific situation,

Directing includes assigning tasks and instructing subordinates on what to do and

Controlling is the measuring and correcting of activities of subordinates to ensure that

Principles of Organization Planning

An internal organizational structure must be designed to enable management at all

1. Unity of Objectives. The principle of unity of objectives states that each

Departmentalization is the practice of subdividing both people and functions into

Clearly Defined Duties

The term communication here means an uninterrupted flow of orders, instructions,

Line and Staff Responsibilities

As a company grows from a simple to a complex organization, it becomes impossible

Fig. 9-4. The administrations in a major air carrier’s organization.

Source: Wensveen, J. (2007). Air transportation: A Management Perspective Sixth Edition.

Finance and Property

Source: Wensveen, J. (2007). Air transportation: A Management Perspective Sixth Edition.

Information services is responsible for designing and maintaining the data

Source: Wensveen, J. (2007). Air transportation: A Management Perspective Sixth Edition.

Source: Wensveen, J. (2007). Air transportation: A Management Perspective Sixth Edition.

The primary goal of the personnel administration is to maintain a mutually satisfactory

Source: Wensveen, J. (2007). Air transportation: A Management Perspective Sixth Edition.

Source: Wensveen, J. (2007). Air transportation: A Management Perspective Sixth Edition.

Source: Wensveen, J. (2007). Air transportation: A Management Perspective Sixth Edition.

Source: Wensveen, J. (2007). Air transportation: A Management Perspective Sixth Edition.

2. Division Level. Airlines generally maintain a central control agency, sometimes

Reporting to the vice-president of flying are usually several regional managers of

The basic function of the director of meteorology is the administration of the

Source: Wensveen, J. (2007). Air transportation: A Management Perspective Sixth Edition.

1. Classes of Stations. From the standpoint of the maintenance function, a major

a. The maintenance base is generally conceded to be the largest, most versatile,

2. Types of Maintenance. All aircraft must follow an FAA-approved maintenance

a. Routine Airframe Maintenance. The most elementary form of routine

i. Overnight maintenance. At the end of the working day, workers conduct

iv. C-check. This fundamental airworthiness inspection, which is carried out

v. D-check. This is the most intensive form of routine maintenance, typically

A- and B-checks and overnight maintenance are examples of “line”