Passenger Handling: Areas of

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Areas of Assignment
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AREAS OF ASSIGNMENT

- Is the process whereby passengers are accepted by an airline at the airport

CHECK-IN
prior to travel. When presenting at the counter, a passenger will provide
evidence of the right to travel such as passport, ticket and visa. Each airline
provides facilities for passengers to check-in their luggage, except for their
carry-on bags.
PROFILING
the act or process of gathering information about a person based on known traits or tendencies.

How to:
o Tactfully communicate with a profile passenger to extract information.
o Verify validity of all documents and identity
o Seek assistance of Security and/or Embassy officials
o Ensure that Gate personnel are advised

CHECK-IN PROCEDURES
1. Welcome greeting
2. Ticket and travel documents
3. Examine Ticket/Itinerary Receipt (IR)
4. Check Name Against Manifest/ Computer
5. Documents Check
6. Baggage Check
7. Removal of Flight Coupon
8. Assignment of Seat
9. Boarding Pass Issuance
10. Return Documents
11. Advice on Airport Formalities
12. Farewell Remarks
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BOARDING

Boarding is the entry of passengers onto the aircraft. Boarding starts with entering the aircraft and ends
with the seating of each passenger and closure of the doors.
• Announcement will be made so passengers are duly informed of the flight boarding status
• Monitors the boarding area to check for oversized hand carry
• Check with the Flight Purser or Captain if aircraft is ready for boarding
• Boarding announcement

PRIORITY BOARDING
• Stretcher / Incapacitated / UM / Deportee / INAD
• Elderly / Pregnant Passengers
• Passenger with INF and small children
• Economy Class passengers are usually boarded by rows
• FIRST / BUSINESS / Frequent Flyers Card Holders may board at their convenience.

PASSENGER RECONCILIATION
✓ Actual number of passengers boarded should tally with total boarding passes collected and in
the computer system.
✓ Missing passengers should be identified. In case of no show at the gate, offload baggage.

FLIGHT DOCUMENTS
• General Declaration
• Passenger Manifest
• Special Passenger Information List
• Cargo Manifest
• Documents of Special Handling Passengers on board
• UMNR
• INAD
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ARRIVAL

The arrival is when the aircraft arrives at the gate.

• Disarming aircraft door from outside (If required by the airline)
• Assist Special Handling Passengers
• Coordinates with the Flight Purser for the arrival documents
• Greets deplaning passengers and shows direction to the Immigration and Arrival Baggage
• Waits for all passengers to deplane by confirming with the Flight Purser and proceed to the
arrival area

TRANSFER DESK

Is for passengers who have a transit stop of less than 24 hours at any point between the departure
airport and the arrival airport and, who continue their travel with the same or different airline company.

LOST &FOUND
This section is to help you locate and track a lost item/ baggage at the Airport.
o Missing Baggage
o Damage Baggage
o Found Baggage
o On-hand Baggage
o Pilfered Baggage
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Flight Disruptions

▪ Diverted Flight
A flight landed in a station other than the scheduled destination.

▪ Cancelled Flight
A flight that will definitely not depart that day.

▪ Delayed Departure or Arrival of Flight

A flight when the ETD/ETA was reset to a later time.

▪ Misconnection
A situation when the delivering flight was arrived later and missed the departure of the connecting
flight.

PASSENGER ENTITLEMENTS DURING FLIGHT DISRUPTIONS

Based on Passenger Bill of Rights

1. PASSENGER CALL OUT

Reservations or its counterpart office, should immediately make call-outs to advice passengers about
disrupted flight.

2. ANNOUNCEMENTS
Give up-to-date information and development regarding disrupted flight.
Provided 15 minutes apart until new departure time is determined.

3. INFORMATION
Must be given, seen at the check-in area, pre-departure and boarding gates
At the arrival station of the delayed departure flight, inform the following:
- Specific flights affected
- Cause of delay
- Revised flight schedule
- New routing
- New ETA

4. REBOOKING
Offer to rebook the affected passenger to another flight so they can arrive at their destination as close
as possible to their scheduled flight.

5. SNACKS/MEALS
For delay of at least 3 hours
Snacks/meals appropriate to the time of day
Includes passengers and crew
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6. HOTEL WASH-UP
Enables the passengers to freshen themselves up
Transfers should be in a comfortable and preferable air-conditioned bus
Ensure enough buses to accommodate passengers

7. HOTEL ACCOMMODATION/HOTEL BOOKING EXTENSION/TRANSFER

For disruptions extending beyond 6 hours or flight cancellations
Transportation to and from hotel is provided
May be accommodated in company-designated hotels
Elect to extend their stay on hotel they are staying

8. CASH ASSISTANCE
Shall be given to passengers for transportation expenses for delayed or cancelled flights