Airline Operations and Service Management

UNIT 2: AIRLINE OPERATIONS ORGANIZATIONAL STRUCTURE

2.1 Different Airline Departments

2.2 Different Types of Airlines
2.3 Four Most Important Business Models for Airlines
2.4 Airlines in the World and IATA Airline and Airport
Codes
2.5 UTC Calculation
2.6 Airline Terminologies and Abbreviations
Learning Outcome: Distinguish the different airline department , types and
business models. Determine different airlines in the world, IATA codes, UTC
calculation and different airline terminologies.
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1. Different Airline Departments
Airline Operations are mainly divided as follows:
FLIGHT DEPARTMENT
1. Flight Operations
Flight Operations department deals with the intricacies of flight operations,
preparing the flight routing, fueling plans, dealing with ATC and related
government departments for smooth operation of flights. Most of the employees
in Operations are licensed category of employees such as Pilots, Engineers,
Technicians and Flight Operations Officers.
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2. Flight Deck Crew Department

Flight Deck Crew department is responsible for the provision of cockpit crew
for each flight.
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3. Cabin Crew Department

Cabin Crew department is responsible for provision of sufficient cabin crew for
each flight.
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NON - FLIGHT DEPARTMENT
1. Commercial Department
Commercial department deals with the sales and marketing, reservations &
ticketing, customer service and general office administration of different
stations or more accurately branches.
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2. Ground Handling Services Department
the term "ground handling" refers to the wide range of services
provided to facilitate an aircraft flight or aircraft ground
repositioning, preparation for and upon conclusion of a flight which
will include both customer service and ramp service functions.
Provision of Services
Ground handling services may be provided by airline employees or
by third party contractors. A large airline may still use its own
employees for virtually all ground handling functions at its main
base with the possible exceptions of refueling and catering if this
is judged to be cost effective.
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2. Ground Handling Services Department

Customer Service
Customer Service Functions include ticketing, check in, over size baggage,
baggage sorting, lobby management, irregular operations, special handling
needs, gate assignment, lounge management, aircraft boarding, aircraft
disembarkation and baggage services.
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2. Ground Handling Services Department
Ramp Services
Ramp Services include: Marshalling, Chocking and Connection/Disconnection of
Ground Services, Baggage and Freight Handling, Aircraft Towing, Refueling, Toilet &
Water servicing, Aircraft Cleaning, Catering, Provision of Documents, Push Back and
De-icing
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3. Catering Department
Catering department ensures provision of sufficient catering stock (inflight
meals) on board each flight.
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3. Engineering Department
Engineering department is in charge of maintaining the fleet of aircraft by
providing personnel and facilities for scheduled and unscheduled maintenance and
overhaul of different types of aircraft. They are also responsible for making
available sufficient aircraft for operations on day-to-day basis.
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4. Flight Planning Department

Planning department deals with renewal of fleet, plan expansion of network
and to recommend for recruiting sufficient crew and other staff.
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5. Human Resource Department

HR is responsible for actual recruitment based on vacancies at various points
of airline operations based on internal assessment.
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6. IT Department
IT department provides all computer and Information technology related
support for smooth operation of any airline.
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7. Security Department
Security department ensures that everything that goes into the aircraft are
correct as per Air Safety guidelines and to provide safety and security of
the airline.
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8. Administration Department
Administration Department consists of legal, accounting, finance and
general procurement departments.
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2. Different Types of Airline

Not all airlines are created equal. As in most businesses, there is a sort of
stratification of airlines. In many countries, the government owns the airlines. An
airline’s rank is determined by the amount of revenue it generates. There are three
categories in Airlines: Major, National and Regional.

• International/Major Airlines
These are the heavyweights of the airline industry, and you will often hear
about them in the news. A major airline is defined as an airline that
generates more than £1-billion in revenue annually. Typically, Major
Airlines are also the largest employers among airlines. However, there are
also some major airlines that don’t employ large numbers, which employs
only 9,600 people.
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• National Airlines
Just one step down from the major airlines, these are scheduled airlines
with annual operating revenues between £100-million and £1-billion.
These airlines might serve certain regions of the country but may also
provide long-distance routes and some international destinations. They
operate medium- and large-sized jets. Because these are smaller airlines,
you can expect them to have a smaller number of employees.

• Regional Airlines
As the name suggests, these airlines service particular regions of a
country, filling the niche markets that the major and national airlines
may overlook.
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3. Airlines Business Models

The emerging forms of business models in the airline industry are presented
in terms of how the carrier generates revenue, its product offering, value-
added services, revenue sources, and target customers. There are four most
important business models in the airline industry: Full-Service Carrier, Low-
Cost Carrier, Charter Carrier and Cargo Carrier.
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• Full-Service Carriers
A full-service airline typically offers passengers in flight entertainment, checked
baggage, meals, beverages and comforts such as blankets and pillows in the ticket
price. The seats generally have more recline than a low-cost carrier as well as more
leg room.

Full-service airlines offer passengers the choice of economy or business class travel
and on some flight's premium economy and first class.

The airlines in this category will transfer baggage between flights and to alliance
partners of which most full-service carriers are a part (SkyTeam, oneworld, Star
Alliance). Full-service airlines often have a long history and are flag carriers for their
countries of origin.
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Example of
Full-Service Carriers:
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• Low-Cost Carriers
A low-cost carrier or low-cost airline (occasionally referred to as no-
frills, budget or discount carrier or airline, and abbreviated as LCC) is
an airline that is operated with an especially high emphasis on minimizing
operating costs and without some of the traditional services and amenities
provided in the fare, resulting in lower fares and fewer comforts.

To make up for revenue lost in decreased ticket prices, the airline may charge
extra fees – such as for carry-on baggage.
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Example of Low-Cost Carriers :
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• Charter Carriers
Charter flights offer far more flexibility than their scheduled counterparts,
serving virtually any destination around the world, with itineraries that are
tailored for every flight.

They are unscheduled and are not available as part of the regular routing
offered by commercial airlines. Instead, the schedule is created around you.
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Example of Charter Carriers :
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• Cargo Carriers
Cargo airlines or airfreight carriers, are airlines mainly dedicated to the transport
cargo by air. Some cargo airlines are divisions or subsidiaries of larger passenger
airlines.
Air transport is a component of many international logistics networks, managing
and controlling the flow of goods, energy, information and other resources like
products, services, and people, from the source of production to the marketplace.
Logistics involves the geographical repositioning of raw materials, work in process,
and finished inventories.
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Example of Cargo Airlines :

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4. Airlines in the World and IATA Airline and Airport Codes
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Airlines Codes
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Airport Codes
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Answers:
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5. UTC Calculation
Greenwich Mean Time (GMT) is often interchanged or confused with
Coordinated Universal Time (UTC). GMT is a time zone and UTC is a time
standard. UTC is not a time zone, but a time standard that is the basis for civil
time and time zones worldwide. Time Zone refers to any region where the same
standard time is kept
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UTC, GMT and Daylight-Saving Time

“Daylight Saving Time (DST) is the practice of setting the clocks forward
one hour from standard time during the summer months, and back again
in the fall, in order to make better use of natural daylight.”

Neither UTC nor GMT ever change for Daylight Saving Time (DST).
However, some of the countries that use GMT switch to different time
zones during their DST period.
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The local time within a time zone is defined by its offset (difference) from UTC, the
world’s time standard. This offset is expressed as either UTC- or UTC+ and the
number of hours and minutes.

To convert UTC to local time, follow these steps:

1. Determine your local time offset from UTC time. ...
2. Add the local time offset to the UTC time. ...
3. Adjust for daylight saving time. ...
4. Convert the 24-hour time format to 12-hour time format if your local
time uses the 12-hour format.
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Examples of how to convert UTC to your local time

1. Let’s say Ms. Joy lives in Chicago, Illinois and its 6:00 pm. Illinois is in United
States Central Standard Time (UTC – 6). What time is it in Manila?

To convert 18:00 UTC (6:00 p.m.) into your local time, subtract 6 hours, to get 12
noon CST.
To convert UTC to local time, follow these steps:
1. Determine your local time offset from UTC time. ...
18:00 + 6:00 = 24:00 UTC time
2. Add the local time offset to the UTC time.
24:00 + 8:00 = UTC + 8:00 Manila time
3. Adjust for daylight saving time. ...
4. Convert the 24-hour time format to 12-
hour time format if your local time uses the 12-
hour format.

If it’s 6:00 pm in Chicago, its already 8: 00 am in Manila the next day.

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Examples of how to convert UTC to your local time

2. Dean Granado and Ms. Joy are travelling around Paris and they want to video
chat their families. It’s 5:00 PM Paris time (UTC + 1). Do you think it’s the best
time to call? What time is it now in Manila? (UTC +8)
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To convert UTC to local time, follow these steps:

1. Determine your local time offset from UTC time. ...
If it’s 5:00 pm in Paris,
17:00 - 1:00 = 16:00 UTC time
2. Add the local time offset to the UTC time.
its already 12 midnight in Manila.
16:00 + 8:00 = 24:00 Manila time
3. Adjust for daylight saving time. ... NA
4. Convert the 24-hour time format to 12-hour time format
if your local time uses the 12-hour format.
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6. Airline Terminologies and Abbreviations
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• ADULT : A passenger who has reached their thirteenth birthday.
• AFT: The rear; toward the tail section of the aircraft.
• AGENT: A person who assists passengers on the ground with company-related business
(reservations, gate and ground).
• AIRCRAFT TAIL NUMBER: An identification number painted on the tail section of the
aircraft.
• ABLE-BODIED PERSON (ABP): A passenger (not a crew member) who assists in
evacuating an aircraft.
• AIRCRAFT LEFT: Determined by facing forward in the cabin looking forward, toward the
pilots. The left side is aircraft left.
• AIRCRAFT RIGHT: Determined by facing forward in the cabin looking forward, toward
the pilots. The right side is aircraft right.
• ALTITUDE: The height above sea level measured in feet.
• ANNUNCIATOR PANEL: Bank of colored lights that work in conjunction with the aircraft
call chime system.
• ARM: To turn on or prepare equipment for use.
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• ASCENT: The action of an airplane climbing.
• ATC: Air Traffic Control manage and control all air traffic while in flight and on
the ground.
• BIDDING: The procedure that crewmembers are awarded monthly and vacation
schedules.
• BLOCK TIME: time the blocks are pulled from beneath the aircraft wheels prior
to taxi until the blocks are replaced upon completion of the flight.
• BOARDING PASS: Card issued to passengers prior to boarding, showing date,
destination and flight number.
• BRIEFING: The instructions concerning procedures and particulars.
• BULKHEAD: The partition or wall separating various compartments in an
aircraft.
• BUMP: The removal of a passenger, normally non-revenue, from a flight for
weight/balance considerations or because the flight is full.
• CABIN: The section of the aircraft for passenger seating.
• CAPTAIN (CA): The pilot responsible for the entire aircraft including crew and
passengers. Occupies left seat.
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• CAROUSEL: A moving circular platform from which passengers may claim checked
luggage.
• CARRIER: A company involved in the transportation of people.
• CARRY-OUT CART: Plane side checked baggage cart on which passengers can leave
carry-on bags before boarding the aircraft and pick them up immediately after exiting
the aircraft.
• CHECK RIDE (FAA): An evaluation given to a crew member by a qualified FAA official or
other designated person.
• CENTER OF GRAVITY (CG): The center of gravity of the aircraft depending on weight
and balance of the loads.
• CHILD: A passenger who is at least two years of age but has not reached their
thirteenth birthday.
• CIRCUIT BREAKER : A current-limiting device (a fuse) that can be reset. A system used
in electrical circuits to prevent the system from overloading.
• CLEARANCE: The approval given for an airplane to fly the specified route in the flight
plan.
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• CONCOURSE: A large hallway which leads to the area where aircraft are parked
for passenger boarding.
• CREW MEMBER: A qualified individual assigned by an air carrier for the
performing of duties on an airplane.
• CREW SCHEDULING: The department that handles scheduling of all flight crews.
• CRITICAL PHASE OF FLIGHT: All ground operations involving taxi, takeoff, landing
and all other flight operations conducted below 10,000 feet.
• CRUISING ALTITUDE: The height at which an aircraft flies for the majority of flight
after ascent and before descent.
• DEADHEAD (DH): The transportation of crewmembers from one point to another
to position for a trip or return to home base.
• DECOMPRESSION: When the cabin pressurization system has failed and the
atmosphere inside the aircraft equals the air outside the aircraft.
• DE-ICE: Removing ice from the wings with warm air from the engines, by inflation
of “boots” on the leading edge of aircraft surfaces, or by chemical means on the
ground.
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• DELAY: Occurs when a flight operates behind schedule.

• DEPLANE: Term used to denote customers leaving or exiting the aircraft.
• DESCENT: The movement of an aircraft from a higher to a lower altitude.
• DIRECT FLIGHT: A flight, regardless of the number of intermediate stops, which
normally does not require transfer to another aircraft.
• DISPATCH (DISP): Licensed operators who have the responsibility of scheduling
and monitoring all aircraft and crew.
• DITCHING: Term used for a water landing and evacuation of an aircraft.
• DOMICILE: An airline crew base.
• DON: To put on.
• DRAFT: Mandatory assignment of a Flight Attendant to duty on a day off.
• DUTY TIME: The time a Flight Attendant is on duty – includes prior to
scheduled depart time for flying sequence and extends for a period after flying
sequence ends.
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• EGRESS: To go out or exit.

• EMPENNAGE: The tail assembly of the aircraft.
• EN ROUTE : In flight when you are on or along the way.
• EVACUATION: The emergency movement of passengers from the aircraft
using all available exits.
• FERRY FLIGHT: A flight with no passengers or cargo on board which is made
to position an aircraft for a flight or to get it to its home base.
• FIRST OFFICER (FO): A pilot who occupies the right seat.
• FLIGHT CREW MEMBER: term used for pilots.
• FLIGHTDECK (COCKPIT): The area from which the aircraft is flown.
• FLIGHT PLAN: A predetermined plan to be followed during flight based on
the latest information available on the route. It is submitted to ATC prior to
takeoff.
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• FLOOR PROXIMITY LIGHTING, PHOTOLUMINESCENT LIGHTING: Floor path

lighting system which illuminates using “green Photoluminescent Strips” to
help guide passenger to exits in a darken cabin.
• FOREWARD (FWD): Toward the front of the aircraft.
• FUSELAGE: main structure or central section of an airplane that houses the
crew, passengers, etc.
• GALLEY: The area used for food storage and service preparation.
• GATE: A holding area where passengers wait prior to boarding the aircraft.
• GEAR: The landing gear.
• HANGAR: A building where airplanes are sheltered during maintenance work
and storage.
• HEADWIND: A wind blowing in such a direction that the principal effect is to
reduce the ground speed of an airplane in flight.
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• HOLDING: A predetermined maneuver that keeps an aircraft within

specific air space while waiting to descend.
• HUBS: The connecting terminals that are served by commuter and major
airlines of the same brand or partnership.
• INITIAL OPERATING EXPERIENCE (IOE): The time a Flight Attendant trainee
will fly under the supervision of an Inflight Trainer.
• INBOARD: Nearest to the aisle.
• INCOMING CREW: The crew coming in from a flight.
• INFANT: A passenger under two years of age.
• INFLIGHT FINAL REPORT (IFR): Print-out given to the flight attendant with
premium customer names and other important information.
• INFLIGHT HAND-HELD DEVICE (HHD): Electronic device used by the flight
attendant to inventory liquor and food. The HHD is also used to process
credit card transactions for onboard purchases.
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• INOPERATIVE (INOP): Not operating, not working.
• INTERMEDIATE STOP: A stop at a city between the originating and termination
point/s.
• INTERPHONE: The phone used to speak to the flight deck or crew member.
• JUMPSEAT (JS) : A collapsible seat designated for crewmembers or authorized
observers.
• LAYOVER: Crew rest break between flight assignments usually at an out station.
• LEG OF FLIGHT: A portion of a flight series between stops.
• MAIN CABIN DOOR (MCD): The aircraft door primarily used for passenger boarding
and deplaning.
• MINIMUM CREW: The smallest number of Flight Attendant crewmembers required
by the FAA, which is one working Flight Attendant for each 50 seats on the aircraft.
• NON-REVENUE (NON-REV): A passenger traveling on a reduced rate ticket or pass.
• NO SHOW (N/S): A passenger who has confirmed reservations for a flight but who
does not use the space reserved, and who does not cancel their reservation.
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• ON-LINE FLIGHT ATTENDANT: A Flight Attendant actively working a

schedule.
• OPERATIONS (OPS): An office located at all on-line airport stations where
crews obtain necessary flight information.
• ORIGINATING FLIGHT: A flight that is just beginning with a new flight
number.
• OUTBOARD: Furthest from the aisle.
• OUTBOUND CREW: The crew leaving on a flight.
• PER DIEM: Monies allotted crew members to cover meal costs while away
from their home base.
• PILOT: The person who operates the controls of an airplane in flight.
• PILOT-IN-COMMAND (PIC): pilot responsible for the operation and safety
of an aircraft during flight time.
• PLACARD: An informational sign designating the location of, or use of,
emergency equipment or exits.
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• PRE FLIGHT: To check, test and prepare for use of an aircraft, engine or other
piece of equipment prior to flight.
• PRESSURIZATION: Air that is compressed by the engines and fed into the
cabin to maintain a lower cabin altitude than the aircraft is actually flying.
• PUBLIC ANNOUNCEMENT (PA): The public address system on board an
aircraft; or the announcements given to passengers using the public address
system.
• PUSHBACK : The means of moving an aircraft from a gate for departure.
• QUICK TURN (QT): Procedures followed to reduce the ground time of an
aircraft when the flight is behind schedule
• RADAR: Sends out radio impulses to determine weather conditions ahead of
the aircraft.
• RAMP/TARMAC: The area in front of the terminal where aircraft are parked.
• REMAIN OVERNIGHT (RON): A flying sequence which will keep a
crewmember away from his/her base overnight.
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• RESET: To return the system to the standard position
• ROUTE SYSTEM: area in which an airline flies on a regularly scheduled basis.
• RUNWAY: A large expanse of concrete similar to a road, used by aircraft for takeoff
and landing.
• SEAT ASSIGNMENT: Specific seats assigned to passengers at the time they check in
prior to boarding.
• SENIORITY: Length of service as a Flight Attendant which begins to accrue at start of
ground school.
• SPACE AVAILABLE (SA): A passenger paying for a fare without a guaranteed seat.
• STAR FLIGHT: The first flight of the day for each aircraft. It is imperative that this
flight leaves on time.
• STATION MANAGER: A person in charge of all station functions within his/her
station.
• STERILE FLIGHTDECK (COCKPIT): Regulation that prohibits flight crewmembers from
performing any duties during a critical phase of flight except those required for the
safe operation of the airplane.
• TAIL NUMBER: An identification number painted on the tail section of the aircraft.
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• TAIL WIND: A wind blowing from such direction that the principal effect is to advance
the ground speed of an airplane in flight.
• TAXI : The movement of an aircraft under its own power on the surface of the airport.
• THRU PASSENGER : A passenger traveling beyond the first stopping point of a flight.
• TRIP PAIRING : A series of flights that are grouped together to make up a flying
sequence.
• TURBULENCE : A weather condition causing a bumpy ride, which may be classified in
several categories.
• TURN : A flight on which a Flight Attendant leaves and returns to his/her domicile
without a layover (only two legs of a flight).
• UNACCOMPANIED MINOR (UM): A child ages five through fourteen who is traveling
alone.
• WALK AROUND : The exterior inspection of the aircraft by a flight crewmember done
during preflight and after each landing.
• WEIGHT & BALANCE : The placement of passenger and cargo on an aircraft to keep it
in balance.
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