AIRPORT HANDLING MANAGEMENT

Module 2

PASSENGER HANDLING SERVICES

PASSENGER HANDLING SERVICES
► Introduction To Passenger Handling Services
► Roles And Responsibility Of Passenger Handling Staff
► Passengers With Special Needs
► Passenger Travel Documents
► Pre Boarding Procedures
► Manual And Computerized Check-in
► Announcements
► Transit Connection Passengers
► DELAYED - Diverted FLIGHTS
► Immigration & Customs Awareness & Fraud Protection
► Introduction To Baggage Handling
Introduction to Passenger Handling Services.

A passenger with respect to air travel is someone who travels in the aircraft of an
airline but is neither piloting it nor working on it. A passenger needs to have valid
documents and contract of carriage to be permitted to enter the airport as well as to
board a flight or disembark from the flight and enter the destination city. The
contract of carriage between the airline and the passenger is referred to as a
passenger ticket. Passengers must retain their passenger tickets with them at all
times when travelling since they are necessary right from for entering the airport,
check-in as well as security, immigration procedures and boarding the flight.
Information reflected in the ticket / contract of carriage between passenger and
airline include the necessary information and notices for travel, such as the
Passenger’s Name, Itinerary, Fare, PNR (Passenger Name Record), Departure/Arrival
Gate(Optional), Value Added Services if any (Free Meals, etc.), Code Share Flight if
applicable, Stop Over Details if applicable, etc. These tickets may or may not be
refundable but they are definitely non-transferable.
Roles And Responsibility of Passenger
handling Staff.

 Greeting the passengers

 Addressing the passenger

 Directing passengers through security and departures

 Checking bookings and issuing boarding passes

 Responding to passenger inquiries

 Announcing flight delays or other changes

Roles And Responsibility of Passenger
handling Staff.
Good service it would seem that ‘all’ you have to do is:-
► Smile
► Establish eye contact.
► Use the person’s name.
► Give your undivided attention.
► Mirror the person’s body language, etc.
► Match speech
► Show that, without any shadow of doubt, you respect and accept the
person, regardless of race, sex, culture etc.
► Demonstrate respect for your colleagues and your company.
► Be calm and confident.
► Be well-groomed and look the part.
Passengers with Special Needs
The passengers with special needs require individual attention on
enplaning, deplaning, during flight, in an emergency evacuation and
during ground handling. The passengers with special need can also be
important to the Airline or the country. Generally, but depending on the
airline, ‘passengers with special needs’ includes but is not limited to. They
are also know as (PRM) passengers with reduced Mobility.

1. Incapacitated passengers:
a. MEDA (Medical Case)

b. STCR (Stretcher passenger) Passenger Handling

c. WCHR (Wheelchair- R for Ramp)

d. WCHS (Wheelchair- S for Steps)

e. WCHC (Wheelchair- C for Cabin)

f. BLND (Blind Passenger)

g. DEAF (Deaf Passenger)

Passengers with Special Needs
 2.Pregnant Woman

 3. Infants(INF)

 4.Minors Travelling on their own (UNMR):

 5. Senior travelers and families with young children:

 6. Travelers with disabilities:

 7. Travelling with pets

 8. Important Passenger (IP):

 9. Commercially Important Passengers (CIP

 10. Very, Very, Important Person (VVIP

Pax Travel Documents

Documents required for International Travel

International travel by any passenger must comply with International Travel

Documentation and requires following documents:

► Passport

► Visa

► Health

► Tickets

► Currency Requirement
What is TIM?
The travel information manual (TIM) gives all valid & accurate information with
regard to air travel. It gives you valid information with regard to your travel needs
such as visas, Passport, airport tax, customs & currencies health. It is a most
reliable resource in the air industry since its inception year (1963).

► Passport Requirement

► Visa Requirement

► Health Requirement

► Currency Requirement

► Customs Requirement

► Taxes Applicable
Pre-Boarding Procedures
PASSENGER PREBOARDING

Passengers who may be pre-boarded include:

 Elderly, incapacitated passengers requiring wheelchairs.

 Passengers requiring supplemental oxygen (should be coordinated with Operations or

Maintenance)

 Unaccompanied minors (should be escorted aboard)

 Pregnant women

 Families or individuals traveling with small children

 Law enforcement officers and prisoners (boarded before pre-boards)

Manual & Computerized Check In
Check-in is usually the first point the passenger contacts the airline on the day of
departure, and often the last point the airline has an opportunity to communicate
directly with most passengers. It is therefore an important area, both in terms of
passenger service and security.
Requirement of Passenger Handling Staffs :

► Two / four coupon tickets, Valid E ticket

► Excess baggage tickets

► Destination Tags

► Miscellaneous Charge Order (MCO)

► Seat Map

► On Line Tags

► Interline Tags
Requirement of Passenger Handling Staffs
► List of missing bags

► Blank Boarding Passes with the flight number, destination and date stamped
on the boarding pass.

► Pre-departure manifest

► Arrival passenger’s manifest

► Arrival/departure general deck

► Reserved seats (RS)

► Passengers holding advance boarding passes (BP)

► Pre departure report (Passengers with Special meal\ specific seat request\
special request [UNMR/VIP/CIP])
 Computerized Check In
An E-Ticket is a paperless electronic document used for ticketing passengers, particularly in the commercial
airline. A confirmation number is assigned to the passenger along with the flight no., date and time of departure,
departure location and destination. When checking in at the airport the passenger simply presents positive
identification Electronic ticketing has been implemented 100% worldwide from 2007.COUPON STATUS
CODES.
Here are the steps you would take to check a passenger in.

► Access the booking and verify the name of the Passenger by inspecting the ID documents provided

► Generate the necessary Bag Tags and attach it to the passenger’s suitcase

► Check for Seat preference (if not applied already)

► Check for Meal preference (if not applied already)

► Issue the Boarding Pass

► Hand over the Boarding Pass

► Wish the Passenger a ‘Happy Journey’

Announcements
Type of Announcement's
► CHECK IN START ANNOUNCMENTS
► PRE BOARDING (ZONES/ ROWS)
► DEPARTURE ONBOARD ANNOUNCEMENT
► DELAYED ANNOUNCEMENT

► FINAL BOARDING (ZONES/ ROWS)

► MECHANICAL DELAY ANNOUNCEMENT
► SECURITY THREAT ANNOUNCEMENT
► ARRIVAL ONBOARD ANNOUNCEMENT
 TRANSIT CONNECTION PASSENGERS
What is a Transit?

If you are traveling from Point A to Point C, any airport that your plane stops at (Point B) for
you to get a connecting flight would be your transit airport.

► International Transfer Passengers with a Domestic Connection Flight

► International Transfer Passengers with an International Connection Flight
► Domestic Transfer Passengers with an International Connection Flight
► Passengers Continuing their Journey on the Same Flight.
 DELAYED - Diverted FLIGHTS
1. HANDLING DELAYED FLIGHTS –
a) HANDLING AN INCOMING DELAYED FLIGHT
b) HANDLING DELAYED ARRIVAL PASSENGERS
2. HANDLING DIVERTED FLIGHTS –
c) DIVERTED FLIGHT - MEDICAL EMERGENCY
d) DIVERTED FLIGHT HAS A MECHANICAL PROBLEM-
e) FLIGHT CANCELLED AT THE LAST MINUTE (OVER-NIGHT)
f) INVOLUNTARY CHANGE OF CARRIER
3. RE-ROUTING/ CHANGE OF ROUTING
4.DELAYED OR CANCELLED FLIGHT
IMMIGRATION & CUSTOMS AWARENESS &
FRAUD PROTECTION
Immigration

Immigration means the departure out of India of any person with a view to taking
up any employment (whether or not under an agreement or other arrangements to
take up such employment and whether with or without the assistance of a recruiting
agent or employer) in any country or place outside India. As per the Emigration Act,
1983, certain categories of Indian passport holders require to obtain "Emigration
Clearance" from the office of Protector of Emigrants (POE) for going to certain
countries.

CUSTOMS
Every passenger entering or leaving Indian border has to pass through Customs
check. He /She must fill up the Disembarkation Card clearly mentioning the
quantity and value of goods that he has brought
Introduction to Baggage Handling

The term “baggage” is defined by IATA as follows:

“Articles, effects and other personal property of passengers destined to be worn or

used by them or necessary for their comfort or convenience during one’s journey.
Unless otherwise specified this item defines both checked & unchecked baggage
of the passenger”.

TYPES OF BAGGAGE:
CHECKED BAGGAGE

UNCHECKED BAGGAGE
CARRIERS LIABILITY
Under the Warsaw Convention the liability of the carrier in case of loss, damage, delay of Checked
Baggage is USD 20 per kg. If the passenger wants to claim more than he declares then some value for
charge can be made as valuation charge. In case of Unchecked baggage or cabin baggage the liability of
carrier is USD 400 per passenger provided the loss, damage or delay is due to the carrier for whatever
reason.

BAGGAGE ALLOWANCE

Every Passenger is entitled to a Free Baggage Allowance (FBA) according to his / her class of travel and
the baggage concept applied. Free Baggage Allowance includes both checked and unchecked baggage. It
is also referred to as Cabin Baggage.

The Baggage concept applied can be either.

 WEIGHT CONCEPTs

 PIECE CONCEPT
Baggage Tags
Bag tags, also known as baggage tags, baggage checks or luggage tickets, have
traditionally been used by airlines companies to route passenger luggage that is
checked on to the final destination. The passenger stub is typically handed to the
passenger or attached to the ticket envelope.

Types of Bag Tags:

► Online Bag Tag
► Interline Tag
► Cabin Baggage
► Limited Release Tag
► Rerouting Sticker for Interline
► Rush Bag Tag
Contents in baggage tag:

► Baggage tag number.

► Name of the passenger.

► Flight number.

► Destination.

► Number of PCS /WT.

► Boarding Number.
Baggage Irregularities

Baggage Irregularity can mean any of the following:

1. Loss

2. Damage

3. Delay

4. Pilferage

Applicability of The Warsaw Convention For Baggage Irregularity Liability:

 Property Irregularity Report(PIR)
In Property Irregularity Report (PIR) below mentioned details
are provided to the airlines lost and found department:
► Passport detail.
► Ticket detail.
► Boarding card.
► Color of suitcase.
► Type of suitcase.
► Type of Irregularity.
► Along with this PIR the passenger must submit a claim in
writing.

For the immediate need of the passenger depending on

circumstances he/ she are paid interim relief. Interim relief is
provided as he has not received his baggage. So, interim
relief may be adjusted by the airline as final settlement to the
passenger in order to meet his immediate needs.
PASSENGERS ROLE IN REDUCING
IRREGULARITIES
Passengers must ensure that the baggage:

► Is Strong and Sturdy

► Is Locked and the Locks/ Zips are in Working Condition

► Is not overstuffed and does not bulge out

► Does not contain items that are not allowed nor items that are fragile or
valuable

► Has ID labels giving the name / address/ telephone number of the passenger
both on the outside and inside of the suitcase.

► If opened for security reasons, the passenger must be present till such time it is
repacked in the suitcase to avoid pilferage possibilities.
ROLE OF CHECK IN STAFF TO REDUCE
IRREGULARITY
Check in staff must ensure:
► That the Baggage accepted is strong and sturdy

► That the locks are in a good working condition

► That the Baggage is not over loaded nor is it bulging.

► That it does not contain items which are not allowed and has the ID Tag.

► That the conveyor belt is in a good working condition.

► That every Baggage checked in is given an airline’s Baggage Tag

► That the Baggage is placed gently on the conveyor belt and not thrown.
ROLE OF BAGGAGE HANDLERS TO
REDUCE IRREGULARITY
Baggage handlers must ensure:

► That every Bag has a baggage Tag

► That they must remove and place Bags gently in Baggage Carts and then
in the same manner in ULDs.

► That light Bags are placed on the top of heavy ones.

► That ULDs are loaded with bags only to the extent permitted and in the
correct destination ULDs

► That similarly when loading in the Bulk Cargo hold, they must be loaded
correctly in the correct Location

► That similar Care and Precaution must be taken while offloading from the
aircraft and transporting the same to the Arrivals area.