 What is the Passenger Handling ?

Passenger =
Penumpang Handling = Penanganan Suatu
atau aktivitas pelayanan terhadap
penumpang (customers), yang dimulai dari
proses pemberangkatan hingga penumpang
tiba di tempat tujuan. The service activity by
operator of air transport to passenger
(customers), started from departure process
till passenger arrive at destination.
 Delay Codes starting with 1 (Delay Pasasi)
 These Codes are used to describe delays caused
by Passenger and Baggage handling.
 11 Late Check-in, acceptance
of passengers after deadline
 12 Late Check-in, congestion in check-in area
 13 Check-in error
 14 Oversales, booking errors
 15 Boarding, discrepancies and paging, missing checked-
in passenger at gate
 16 Commercial Publicity, Passenger Convenience, VIP,
Press, Ground meals and missing personal items
 17 Catering order, late or incorrect order given
to supplier
 18 Baggage processing, sorting, etc.
DECISION TO MAKE A TRIP

SELECT CARRIER

MAKE RESERVATION

DOCUMENTATION

CHECKIN

PASSPORT CONTROL

WAIT FOR FLIGHT

PROCEED TO GATE

BOARD AIRCRAFT
 AIRCRAFT LANDS

TRANSIT ARRIVE AT DESTINATION

TAKE OFF(CONNECT FLIGHT) DISEMBARK

IMMIGRATION

BAGGAGE RETRIEVAL

CUSTOMS

RECONFIRM NEXT FLIGHT

1. Greet The Passenger With a Smile
and Pleasant attitude
2. Check The Name As Stated in
The Ticket on PNL or Display
Terminal
 4. Ask Politely For Travel Document
• Passport
• Visa
• Certificates of Health
• Other Necessary Document
5. Ask The Baggage and Cabin Baggage
• Total Pieces and Weight
• Lable Baggage
 4. Ask Politely For Travel Document
• Passport
• Visa
• Certificates of Health

5. Ask The Baggage and Cabin Baggage

• Total Pieces and Weight
• Lable Baggage
 Assign a Seat to The Passenger, ask to passenger prefer
window or isle seat?
Collect Airport Tax when Necessary
Issue a Boarding Pass
Hand the Boarding Pass ,Ticket , Document Back to The
Passenger
Wish The Passenger a Pleasant Trip or say “ thank you and
have a nice flight’’.
 Visa is an Entry in a Passport or Travel
Document made by an Official or consular
of a Government to indicate that the Bearer
has been Granted Authority to Enter or
Reenter the Country concerned

 A Visa , Transit Visa for a Country do not

Guarantee Admission to that Country, the
Final Decision Rest with the Competent
Authorities at the Airport of Entry in the
Country concerned
 VISA DIPLOMATIC
 VISA DINAS
 VISA BIASA :
- visa kunjungan wisata
- visa kunjungan usaha
- visa kunjungan sosbud
- visa transit
- visa berdiam sementara
. VISA KHUSUS : - visa haji / umroh
 • CHECKED BAGGAGE

• UNCHECKED BAGGAGE

• CARRY ON BAGGAGE

• UNACCOMPANIED BAGGAGE
  CHECKED BAGGAGE
Registered, Weighed , Labeled
 UNCHECKED BAGGAGE
Cabin Baggage, One Piece, Reasonable Weight & Size
 CARRY ON BAGGAGE
As Mentioned on Ticket Cover
- overcoat
- umbrella
- lady’s handbag
- reasonable amount of reading matter
- small camera
- Infant’s food for consumption in flight
- fully collapsible wheelchair
 BAGGAGE SHIPPED AS CARGO
Unaccompanied Baggage
Domestic and International
Service
Y Class : 20 kgs
C Class : 30 kgs
F Class : 40 kgs
Infant : 10 kgs
Exception for International Service :
- Student : 30kgs
- Entertainer : 30kgs
- Labor : 30kgs
- Ship’s Crew : 30kgs
- Trainer : 30kgs
- MEA services : 30kgs
- MEA services from JED/RUH : 5 ltrs Zam-
zam
 F or C Class
- Two pieces checked max size 62 inches
(158cm)
max weight 32kgs each.
- One pc cabin max 45 inches (115cm)
 Y Class
- Two pieces checked :
*one max size 62 inches (158cm)
*one max size 55 inches (140cm)
with max weight 32kgs each.
- One pc cabin max 45 inches (115cm)
 FRAGILE / INADEQUATE PACKING
 PERISHABLE
 RECEIVED DAMAGED
 NOT PERMITTED AS CABIN BAGGAGE
 LATE CHECK-IN
 BOX PACKAGING
 PET CARRIAGE
 GOLF EQUIPMENT
 SURFING BOARD
 NORMAL TAG
FOR SINGLE DESTINATION, NORMAL CONDITION
 INTERLINE TAG / ON LINE TAG
FOR MULTIPLE DESTINATION, NORMAL CONDITION
 LIMITED RELEASE TAG
FOR SINGLE OR MULTIPLE DESTINATION, SPECIAL
CONDITION
 REPORT TO LOST AND FOUND OFFICE

 PIR ( PROPERTY IRREGULARITY REPORT )

 BAGGAGE TRACING

 POSITIVE INFO PASSENGER

 NEGATIVE CLAIM TO AIRLINE HEADQUARTER

 PIR

 TICKET COVER OR E-TICKET PRINTED

 ORIGINAL BAGGAGE CLAIM TAG

 PASSENGER MANIFEST ( AIRLINE )

 TELEX ( AIRLINE )
- Kesalahan dalam memberikan label
- Pemakaian counter area bersamaan dengan
airlines lain.
- Label bagasi hilang/lepas
- Kesalahan penulisan three letter code pada
interline tag.
- Tidak ada identitas penumpang pd bagasi
- Misconnect pada saat transfer flight
- Late transfer pada transit station
- Salah loading di station keberangkatan
- Penumpang salah ambil bagasi

- Penanganan bagasi di make-up area dilempar

- Bagasi yang mudah pecah atau bagasi yang
dipacking kardus/tas plastik/keranjang tidak diberi
fragile sticker, atau tdk memakai limited release
- Loading unloading di pesawat narrow body secara
manual dan kurang pengawasan dari security dll.
 Ridden away Passenger as according to amount in
Passenger Manifest

 Ridden away Valid Passenger

 Ridden away Passenger as according

to the Time of Departure
WHAT DO THE PASSENGERS NEED IN A DELAY
SITUATION ?
 Empathy, Attention and Care
 Information
 Make it Easier to Them to Re-arrange Their
Plans / Appointments
 Assistance
 Rebooking to Other Flights / Airlines
 PASSENGER MANIFEST
 LOADSHEET
 CARGO MANIFEST
 GENERAL DECLARATION
 A P B ( Actual Passenger Onboard )
 NOTOC ( Notification for Captain )
 P I S ( Passenger Information Sheet )
 FE ( FLIGHT EDIT )
Unable to any transaction
 FO ( FLIGHT OPEN )
Check-in Time -------- duty code GS
 FG ( FLIGHT GATE )
Standby passenger Accepted Time ---- duty code AS
 FC ( FLIGHT CLOSED )
all transaction at check in counter done--- duty code AS
 FF ( FLIGHT FINAL )
All Data and Load already put in System ---- duty code PD
 FH ( FLIGHT HELD ) & FS ( FLIGHT SUSPENDED )
Flight Irregularity , Configuration Adjustment ----- duty code
PD
 PD ( FLIGHT DEPARTED )
Flight Departed ----- duty code PD
 VIP
 SPECIAL PASSENGER
 TRANSIT PASSENGER
 CONFIRMED TICKET BUT NAME NOT ON
THE LIST
 FIRST COME FIRST SERVE
GA0982 30JUL CGK RUH 1455 PW FE

GA0982 30JUL CGK RUH 1455 PW FO

GA0982 30JUL CGK RUH 1455 PW FG

GA0982 30JUL CGK RUH 1455 PW FC

GA0982 30JUL CGK RUH 1455 PW FF

GA0982 30JUL CGK RUH 1455/*1515 PW PD

GA0982 30JUL CGK RUH 1455 PW FS

GA0982 30JUL CGK RUH 1455 PW FH

1. General Passenger
- Penumpang normal pada umumnya

2. Special Passenger
- Penumpang khusus, dalam penanganannya
perlu penanganan khusus pula.
antara lain :
- VIP
- Incapacitated Passenger (STCR, WCHR)
- UM ( Unaccompanied Minor )
- PGNT, DEAF, FAT, ELDRY
- Family with INF/CHD
- Inadmissible Passenger
- Deportee
- Disruptive
- Asylum Seeker
 Announcement
 Baggage Sweeping
 Boarding Priority
 Boarding Sequence
1. Incapacitate Passenger (STCR,WCHR)
2. Special Passenger
(UM, Pregnant, Deaf, Fat, Eldery,
(Family with inf/chd)
3. Normal Passenger C Class and Y Class
starting from back row.
4. VIP
Final Announcement
Document on board
 1. Force Majeure : Suatu kejadian yang tidak dapat dielakkan
dan diperhitungkan sebelumnya /diluar kekuasaan manusia
ex: Bad Weather (cuaca buruk), banjir,gempa bumi,dll

 2. Technical Reason : Diakibatkan oleh kerusakaan yang

terjadi pada pesawat ex: mesin, baling-baling rusak,dll

 3. Commersial Reason : diakibatkan oleh alasan komersial ex:

pesawat kecil diganti oleh pesawat besar sehingga butuh
waktu lama untuk check-in, atau sebaliknya adanya pax yang
belum check-in

 4. Security Reason : dilakukan oleh tindakan demi keamanan

pesawat dan keselamatan pax ex: adanya pax VIP movement

 5. Operational Reason ; dengan alasan operasi, contoh

kekurangan pesawat atau kekurangan air crew