PASSENGER

HANDLING
PART 1
Objectives
• To help you learn how to manage your career better in Passenger
Services
• Introduction of Passenger Handling
• Important Tools at Check-in Counters
• Interpretation & Application of Airlines policies & Procedures in Pax &
Baggage Acceptance
• Processing - all Types of Pax Check-in & baggage for on line & Transfer
Journeys
• Introduction of Frequent Flyer Programs
• Managing Quality Service.

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INTERNATIONAL CIVIL AVIATION ORGANIZATION
(ICAO)

In 1944, fifty four nations sent representatives to an International Civil

Aviation Conference at Chicago.

In 1945 the International Civil Aviation Organization was established

by the Chicago Convention of 1944.

Head Quarter of ICAO is located at MONTREAL CANADA.

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 ICAO-FUNCTION
Communication system and air navigation aids including ground
marking.

Characteristics of airports and landing areas.

Licensing of personnel
Airworthiness of aircraft

Registration and identification of aircraft

Collection and exchange of meteorological information

Log books
Aeronautical maps and charts
Customs and immigration procedures.

Aircraft in distress and investigation of accident or other matters

concerning the safety regularity 4
 ICAO-AIMS & OBJECTIVES
1. Ensure the safe and orderly growth of international Civil Aviation through the world.

2. Encourage the art of aircraft design and operation for peaceful purposes.

3. Encourage the development of airways, airports and navigation facilities for international civil aviation.

4. Meet the needs of the people of the world for safe, regular, efficient and economic air transport.

5. Prevent economic waste caused by unreasonable competition.

6. Ensure that the rights of the contracting states are fully respected and that every contracting state has a fair
opportunity to operate international airlines.

7. Avoid discrimination between the contracting states.

8. Promote safety of flights in international air navigation.

9. Promote generally the development of all aspects of International Civil Aeronautics

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FREEDOMS OF THE AIR

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FIRST FREEDOM

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SECOND FREEDOM

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THIRD FREEDOM

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FOURTH FREEDOM

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FIFTH FREEDOM

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SIXTH FREEDOM

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SEVENTH FREEDOM

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EIGHT FREEDOM

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NINTH FREEDOM

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 HISTORY OF CIVIL AVIATION

GROWTH
AIRSHIP

Count Von Zeppelin built the first gas ( Hydrogen) filled airship
powered by 16 H.P.

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 Aero Planes
Two American brother Orvill Wright and Wilbur Wright built a manually
propelled aero plane .
And first successfull experiment on 17th DEC 1903 for 12 seconds.

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Orville and Wilbur Wright in 1905

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 Schedule Services
KLM was the first commercial airline to start a scheduled operation
On 07th October , 1919.

CONFERENCES

First two held in 1919

Third important one in 1929 at Warsaw and Warsaw convention
adopted the final notification of private international laws of Aviation

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World War-II
Between the two world wars many commercial airline had been
founded.

International Civil Aviation Regulatory agencies had also come into

existence and air laws and commercial regulations laid down.

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Jet Age

The piston engine aero planes like DAKOTAS.

The real jet era came with the introduction of US built B707 on
16th OCT, 1957.

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 Narrow Bodied Aircrafts

• Boeing Narrow Bodied Aircrafts :

• B707, B727, B737, B757

• Airbus Narrow bodied Aircrafts :

• Airbus A320 (Airbus A320 aircraft types as
A320, A319, A321)

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 Wide Bodied Aircrafts
The demand for more space for passenger and goods the aviation
industry to enter the field of Wide bodied aircraft.

Boeing 747 , B-777-200 , B-777-300, B787

Airbus A300 , A310 , A330 , A340 , A380

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Boeing 707 jet airliner built by Boeing
Commercial Airplanes from 1958 to 1979.

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 Boeing 737-200
First flight April 9, 1967

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 First flight February 9, 1997
Boeing 737
Next Generation

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Boeing 747
First flight February 9, 1969

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Boeing 747

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Boeing 757
First flight February 19, 1982

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Boeing 777-200
First flight June 12, 1994

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 Boeing 777-300
First flight September 8 1997,

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 Airbus A319
Airbus 319
First flight 22 February 1987

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Airbus 320
First flight 22 February 1987

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 Airbus A321
First flight 24 November 1988

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 Airbus A310
First flight 3 April 1982

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Airbus A300 First flight 28 October 1972

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Airbus A330
First flight 2 November 1992

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Airbus 340
First flight 25 October 1991

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Airbus 340

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Airbus A380

First flight 27 April 2005

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Boeing 787 Dreamliner
First flight December 15, 2009

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SUPERSONIC
• Concorde powered supersonic passenger jet airliner that was in
service from 1976 to 2003. It featured a maximum speed over twice
the speed of sound with seating for 92 to 128 passengers. First flown
in 1969, Concorde entered service in 1976 and continued commercial
flights for 27 years.

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CONCORDE AIRCRAFT

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IATA-INTERNATIONAL AIR TRANSPORT ASSOCIATION
Introduction:
The IATA is the world organization of scheduled airlines created in December 1945.
Head office of IATA is in Montreal, Canada.
And another main office in Geneva. Switzerland
It is voluntary.
Non political.
And democratic in nature.

AIMS OF IATA:
To promote safe, regular and economical air transport for the benefits of the people of the
world, to foster air commerce and study the connected problems.

To provide means of collaboration among the clearing house is at Geneva and the air transport
companies.

To cooperate with the ICAO and other international organizations.

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 IATA

(INTERNATIONAL AIR TRANSPORT ASSOCIATION)

WORLD, CONTINENTS
Asia, Europe, Australia, Africa, North America, South America and
Antarctica

IATA TRAFFIC CONFERENCE AREAS

For the sake of convenient handling of traffic problems with regard to
Tariffs, the whole world is divided into three (03) conference areas
which are called IATA Traffic Conference Areas TC-1, TC-2 and TC-3.

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 Airline Geography

Area 1 Area 2 Area 3

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(INTERNATIONAL AIR TRANSPORT ASSOCIATION)
WORLD CONTINENTS

• WORLD CONTINENTS up to seven regions commonly regarded as

continents. These are (from largest in size to smallest): Asia, Africa,
North America, South America, Antarctica, Europe, and Australia. In
geology, areas of continental crust include regions covered with
water.

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 IATA TRAFFIC CONFERENCE AREA – 1 (TC – 1)

IATA TC-1 comprises all of the North and South American continent
and the adjacent islands, Greenland, Bermuda, The West Indies and
the Islands of the Caribbean Sea and the Hawaii Islands.
Following are important countries of TC-1:
NORTH ATLANTIC
Canada and United States of America
MID ATLANTIC
Bahamas, Barbados, Bermuda, Bolivia, Colombia, Cuba, Dominican
Republic, Ecuador, Guyana, Haiti, Jamaica, Mexico, Nicaragua, Panama,
Peru, Trinidad and Venezuela.
SOUTH ATLANTIC
Argentina, Brazil, Chile, Paraguay and Uruguay.
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 IATA TRAFFIC CONFERENCE AREA – 2 (TC – 2)
IATA TC-2 comprises all of Europe and adjacent islands,
Iceland, all of Africa and that part of Asia lying west of and
including Iran.
Following are the important countries of TC-2:

A. EUROPE: Albania, Algeria, Andorra, Armenia, Austria, Azerbaijan, Azores,

Belgium, Bulgaria, Byelorussia, Canary Islands, Denmark, Finland, France, Germany, Gibraltar,
Greece, Hungry, Iceland, Ireland, Italy, Latvia, Lithuania, Luxembourg, Malta, Monaco, Morocco,
Netherlands, Norway, Poland, Portugal, Romania, Russian Federation (West of the Urals), Slovak
Republic, Spain, Sweden, Switzerland, Tunisia, Turkey, Ukraine, United Kingdom.

B. AFRICA: Angola, Djibouti, Ethiopia, Ghana, Kenya, Libya, Malawi, Mali,

Mauritius, Mozambique, Nigeria, Sierra Leone, Somalia, South Africa, Tanzania, Uganda, Zaire,
Zambia and Zimbabwe.

C. MIDDLE EAST: Bahrain, Cyprus, Egypt, Iran, Iraq, Jordan, Kuwait, Lebanon,
Oman, Yemen, Qatar, Saudi Arabia, Sudan, Syria and U.A.E. 50
IATA TRAFFIC CONFERENCE AREA – 3 (TC – 3)

IATA TC-3 comprises all of Asia and the adjacent islands except portion included in IATA
TC-2, all of East Indies, Australia, New Zealand and the island of the Pacific Ocean except
those included in IATA TC-1.

Following are the important countries of IATA TC-3:

A. SOUTH ASIA
Afghanistan, Bangladesh, Bhutan, India, Maldives Islands, Nepal, Pakistan and Sri Lanka.

B. SOUTH EAST ASIA

Brunei, Burma, Cambodia (Kampuchea), China, Guam, Hong Kong, Indonesia, Kazakhstan,
Kyrgyzstan, Japan, Korea, Laos, Malaysia, Mongolia, Myanmar, Philippine, Russian Federation (East
of Urals), Singapore, Taiwan, Tajikistan, Thailand, Turkmenistan, Uzbekistan and Vietnam.

C. SOUTH WEST PACIFIC

Australia, Fiji Islands, New Caledonia, New Zealand, Papua New Guinea, Society Islands
(Tahiti)

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ANTARCTICA CONTINENT
• Southernmost (South Pole)
• Area 14,000,000 km or 5,400,000 sq miles
• 5th largest continent in area after Asia, Africa, North America and South America
• 98 percent covered by Ice.
• Temperature -89 C (-129F
• Coldest, driest and windiest continent
• Largely neglected due : Hostile environment, lack of resources and isolation.

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26 Members Schengen Countries
Established in 1995
1. AUSTRIA 14. LIECHIENSTEIN
2. BELGIUM 15. LITHUANIA
3. CZECH REPUBLIC 16. LUXEMBOURG
4. DENMARK 17. MALTA
5. ESTONIA 18. NETHERLANDS
6. FINLAND 19. NORWAY
7. FRANCE 20. POLAND
8. GERMANY 21. PORTUGAL
9. GREECE 22. SLOVAKIA
10. HUNGRY 23. SLOVENIA
11. ICELAND 24. SPAIN
12. ITALY 25. SWEDEN
13. LATVIA 26. SWITZERLAND
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EUROPEAN UNION
Countries
cooperate in 1951
1. Austria 16. Latvia
2. Belgium 17. Lithuania
3. Bulgaria 18. Luxembourg
4. Czech Republic 19. Malta
5. Croatia 20. Netherlands
6. Cyprus 21. Poland
7. Denmark 22. Portugal
8. Estonia 23. Romania
9. Finland 24. Slovakia
10. France 25. Slovenia
11. Germany 26. Spain
12. Greece 27. Sweden
13. Hungary 28. United Kingdom (U.K.)
14. Italy
15. Ireland 54
 G C C COUNTRIES
( Gulf Cooperation Council)
• BAHRAIN
• KUWAIT
• OMAN
• QATAR
• SAUDI ARABIA
• U.A.E.

• U.A.E. STATES
• 1. Abu Dhabi (AP)
• 2. Dubai ((AP)
• 3. Sharjah (AP)
• 4. Fujerah (AP)
• 5. Ajman
• 6. Ras-al-Khaimah (AP)
• 7. Umm-al-Quwain

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SAARC
(SOUTH ASIA ASSOCIATION FOR REGIONAL COOPERATION)
Establishment December 1985.

08 Members Countries
• Afghanistan
• Bangladesh
• Bhutan
• India
• Maldives
• Nepal
• Pakistan
• Srilanka

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NATO
(NORTH ATLANTIC TREATY ORGANIZATION
1. Albania 16. Lithuania
2. Belgium 17. Luxembourg
3. Bulgaria 18. Netherlands
4. Canada 19. Norway
5. Croatia 20. Poland
6. Czech Rep 21. Portugal
7. Denmark 22. Romania
8. Estonia 23. Slovakia
9. France 24. Slovenia
10. Germany 25. Spain
11. Greece 26. Turkey
12. Hungary 27. United Kingdom
13. Iceland 28. United States
14. Italy
15. Latvia 57
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 AIRLINE CODES
AIR LINE COUNTRY CODE AIRLINE COUNTRY CODE
ROYAL AIR MORAC MOROCCO AT ROYAL NEPAL NEPAL RA
ROYAL AIR BRUNEI BRUNEI BI TAROM ROMANIA RO
AIR CHINA PRC CA SOUTH AFRICAN AIRWAYS SOUTH AFRICA SA
CARGOLUX LUXMBOURG CV SABENA BELGIUM SN
CYPRUS AIRWAYS CYPRUS CY AEROFLOT RUSSIA SU
DAALLO AIRLINES DJIBOUTI D3 THAI AIRWAYS THAILAN TG
AER LINGUS IRELAND’S EI TUNIS AIR TUNISIA TU
EITHAD AIRWAYS UAE (DUBAI) SRILANKAN SRILANKA UL
ETHIOPIAN AIRLINES ETHOPIA ET VIRGIN ATLANTIC U.K VS
FLY DUBAI UAE (DUBAI_ FZ
ARIANA AFGHAN AIRLINES AFGHANISTAN FG
AIR ARABIA UAE (SHARJAH) G9
UZBEKISTAN AIRWAYS UZBEKISTAN HY
IBERIA SPAIN IB
IRAN AIR IRAN IR
YEMANIA AIRWAYS Sana’a IY
LIBYAN ARAB AIRLINES LIBYA LN
SWISS INTERNATIONAL AIRLINE SWITZERLAND LX
MEA MIDDLE EAST AIRLINES LEBANON ME
EGYPT AIR EGYPT MS
SHAHEEN AIR INTERNATIONAL PAKISTAN NL
AIR NEW ZEALAND NEW ZEALAND NZ

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The Time:
24 Hour Clock

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Local & G.M.T. Times

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Local & G.M.T. Times
• When you look through the airline’s printed timetables, did you
notice that all the flight times are shown using the 24-hour clock?
• Most airlines use the 24-hour clock to avoid any confusion to the
customers regarding the time of a flight. For example, if we tell a
passenger that flight leaves at eight o’clock, does that mean eight
o’clock in the morning or the evening?

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Local & G.M.T. Times
• By using 24-hour clock we can eliminate the need for am and pm
timings and avoid confusion.
•
• This is because the time is counted from the one minute past
midnight, 0001, to one minute to midnight, 2359, so, instead of 1 pm
we have 1300 hours and instead of 4 pm we have 1600 hours.

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Local & G.M.T. Times
So for a quick practice, write down the following
times using the 24-hour clock system;

• 10.15pm ---------------------
• Twenty to one in the afternoon ----------------------
• 2.30 pm ---------------------
• Ten to midnight ---------------------
• 6.25 pm ---------------------
• Eight o’clock in the morning ---------------------
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TIME CHANGES:
• Now you can tell time using the 24-hour clock, let’s
have a look at time changes.
• Through out the world the pattern of night and day
varies because of the rotation of the earth. As a
result, the earth’s surface is theoretically divided into
24 time zones. The time differences are measured
East or West of the 0 degree meridian or line of
longitude which passes through Greenwich in
England.

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TIME CHANGES
• The time at Greenwich is referred to as Greenwich Mean Time or
GMT and is the internationally agreed standard time.
• West of Greenwich is minus (-) GMT
• East of Greenwich is plus (+) GMT.

• For example if time in London is 1400 GMT, what is the time in

Karachi.

• Well, Karachi is +5 GMT, so time is Karachi is 1400 + 5 hours, which is

1900 hours (seven pm).
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TIME CHANGES
• Similarly time in New York can be calculated, New York is –5 GMT so
the time in New York must be 1400 – 5 or 0900 hours (nine AM).
• Write down your answers using the following information to convert
the time changes.
London is GMT Singapore is GMT +8
• Bombay is GMT +5.30 Karachi is GMT +5
• New York is GMT - 5

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TIME CHANGES
• 1. The time in London is 0910 hours. What is the time
in Bombay?
• 2. If it is 12`15 hours in New York what is the local
time in Karachi.
• 3. If GMT is 1400, what is the time in Singapore.
• 4. The time in New York is 1700 hours, what will be
the time in
• Bombay
• Singapore
• London.

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