MASCorp BPHC Manual - Part 2

TRAINING AND DEVELOPMENT
BAGGAGE
134
FBA – CHECKED BAGGAGE
BAGGAGE
Articles, effects and other personal property of a passenger which are necessary for wear, use,
comfort or convenience in connection with his trip.
CATEGORIES / TYPES OF BAGGAGE
CHECKED BAGGAGE
• Ordinary or Regular
• Special
• Fragile / Improperly packed
• Perishable
• Damaged
• Pets
• Arms and Ammunitions
UNCHECKED BAGGAGE
• Free carry-on items (hand-carried baggage) / Cabin baggage
135
FREE BAGGAGE
TRAINING AND DEVELOPMENT ALLOWANCE
FREE BAGGAGE ALLOWANCE
Passengers for particular flights (as evidenced by their plane tickets) are entitled to bring along
with them a reasonable quantity of personal belongings for use during their journey. Standard
Free Baggage Allowance for checked baggage have therefore, been established based on:
1. Class of service
2. Type of fare within the service
3. Specific points, as to origin / final destination, e.g., U.S.A,.
Philippine Airlines introduces a new range of Fare Families or Branded Fares, where distinct free
baggage allowance is associated to each fare brand. Travelers enjoy flexibility in choosing the
fare that comes with needed baggage benefits.
The FBA entitlement is valid only for the entire journey indicated on the ticket and may not
necessarily apply to connecting flights. Domestic FBA shall apply on domestic tickets
purchased separately from an international ticket.
PAL or other carriers may collect excess baggage fees if the FBA entitlement on the connecting
flights is lower.
Unless otherwise provided in the e-ticket, the following FBA and Excess Baggage Charge (EBC)
shall apply on PAL operated flights:
136
TRAINING AND DEVELOPMENT FBA – CHECKED BAGGAGE
WEIGHT SYSTEM
Domestic and Regional Flights
Excess Baggage Excess Baggage

Premium Fee Fee
Budget Regular Premium Business
Destination Business
Economy Economy Economy Class From MNL To MNL
Class
Per Kilo Per Kilo
Domestic (PR & 2P Operated) effective 09 February 2015
20 kilos
All Domestic 10 kilos (except flights 25 kilos 30 kilos 35 kilos PHP 200 (VAT) inclusive
using Q300/Q400)
Southeast Asia (to/from Philippines)
Bali USD8 IDR107000
Bangkok 30 kilos 40 kilos USD7 THB250
Beijing USD8 CNY60

Busan 20 kilos 20 kilos 20 kilos 30 kilos USD11 KRW8100
Guangzhou USD4 CNY30
Ho Chi Minh USD7 USD7
Hong Kong 30 kilos 40 kilos USD7 HKD60
Jakarta USD8 IDR108000
Macau USD7 MOP60

Seoul 20 kilos 20 kilos 20 kilos 30 kilos USD11 KRW7100
Shanghai USD8 CNY60
Singapore USD6 SGD9

30 kilos 40 kilos
Jinjiang/Xiamen USD4 CNY30
Taipei-Osaka TWD330 (ex TPE) JPY1100 (ex-JP)
Australia/New Zealand/Papua New Guinea (to/from Philippines)
Auckland NZD28
Brisbane
Cairns USD18
Melbourne 30 kilos 40 kilos AUD26
Sydney
Darwin
USD11
Port Moresby PGK34
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PIECE SYSTEM
Excess Baggage Excess Baggage

Premium Fee Fee
Budget Regular Premium Business
Destination Business
Economy Economy Economy Class From MNL To MNL
Class
Per Piece Per Piece
Europe (to/from Philippines) Effective 01 July 14
2 pcs – 70 lbs (32kgs.) each
London 2 pcs – 50 lbs (23kgs.) each piece USD150/piece GBP105/piece
piece
Japan (to/from Philippines)
Narita
Haneda
2 pieces – 70 lbs (32kgs.)
Nagoya 2 pieces – 50 lbs. (23kgs.) each piece USD100/piece JPY10000/piece
each piece
Fukuoka
Osaka
Middle East (to/from Philippines)
Abu Dhabi 2pcs – 70lbs (32kgs) each pc

AED375/piece
Dubai
Kuwait 2 pieces – KWD30/piece

2 pieces – 50 lbs (23kgs.) 70 lbs
Doha USD100/piece QAR375/piece
each piece (32kgs.) N/A N/A
Riyadh each piece
Dammam SAR375/piece
Jeddah
Check-through Policy between US/Canada and Philippine Domestic Destinations:
Checking-through of baggage shall only apply if the entire journey is under a single ticket / conjunction.
Otherwise, a check-through fee (excess baggage fee) of USD 3.50 (or its equivalent in CAD currency) per
kilo shall be charged.
The FBA entitlement is valid only for the entire journey as reflected in the ticket. For journeys involving
separate tickets, the FBA reflected on each ticket shall apply.
138
Unless otherwise provided in the e-ticket, the following FBA and Excess Baggage Charge (EBC) shall
apply on PAL operated flights:
Dimensions
Class of Service Max. Pieces Weight
(L + W +H)
Between USA/Hawaii/Canada and Area 2* and Area 3*/Transboarder between YVR
and JFK
Total of 124 in (316cm) for the 2 Total of 140 lbs. (64kgs) for the 2
2 pieces with no piece exceeding pieces with no piece exceeding 70
62 in. (158cm) lbs. (32 kgs)
Between Guam/Saipan and Philippines / Area 3*
Premium
Total of 124 in. (316cm) for the Total of 140 lbs. (46kgs) for the 2
Business/
2 2 pieces with no piece pieces with no piece exceeding 50
Business Class
exceeding 62 in (158cm) lbs. (32kgs)
To/From Tokyo, Nagoya, Osaka, Fukuoka and Area 1*, Area 2* and Area 3* (effective
08 Jan 2015)
exceeding 62 in (158cm) lbs. (32kgs)
Between USA/Hawaii/Canada and Area 2* and Area 3*
exceeding 62 in. (158cm) lbs. (23kgs)
Between Guam/Saipan and Philippines / Area 3* (effective 01 Feb 2015)
Should not be more than 62in. Total of 100 lbs. (46kgs) for the 2
Economy Class 2 (158cm) pieces with no piece exceeding 50
lbs. (23kgs)
08 Jan 2015)
Total of 107 in. (273 cm) for the Total of 140 lbs. (64kgs) for the 2
2 2 pieces with no piece 62 in. pieces with no piece exceeding 70
(158 cm). lbs. (32kgs)
08Jan2015)
Budget Economy Should not be more than 62 in. Total of 100 lbs. (46kgs) for the 2
2 (158cm) pieces with no piece exceeding
50lbs. (23kgs)
*Area 1 – North America, Central America, Caribbean Area Sub-Area, South America
*Area 2 – Europe, Africa, Middle East
*Area 3 – South Asia, South Asian or Indian Sub Continent, Japan/Korea, North/Central Pacific,
Southwest Pacific
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Excess baggage charges shall be assessed in the following manner:
• Each piece of baggage in excess of the number provided for above will be assessed the
applicable charges.
• Each piece of baggage whose sum of the three-dimensional exceeds those permitted above but
does not exceed 62 inches (158 cms) or the weight of which does not exceed 50 lbs. (23 kgs) will
be assessed
• Each piece of baggage both in excess of the number permitted above whose dimensions exceed
the dimensions permitted above but does not exceed 80 inches (203 cms) or the weight of
which does not exceed 50 lbs. (23 kgs) will be assessed
• Each piece of baggage whose sum of the three dimensions exceeds 80 inches (203 cms) and/or
whose weight exceeds 50 lbs. (23 kgs) will be carried as accompanied baggage only if advance
arrangements are made with carrier. Such baggage shall be weighed and it shall be assessed
with charges items for the first 45 kgs. For each pieces of baggage whose weight exceeds 45 kgs
shall be assess with charges items.
140
TRAINING AND DEVELOPMENT CARRY-ON ITEMS
Carry-on Baggage
Each passenger is allowed one piece of carry-on baggage small enough to be placed in the
overhead bin or under the passenger seat of the aircraft cabin with a maximum dimension
(length + width + height) of 45 in. (115 cm) and maximum weight of 7 kgs. (15 lbs).
A carry-on bag that exceeds the allowed weight or dimension shall be intercepted and charged
an EBC, if applicable.
In addition to the free carry-on baggage allowance, a passenger is allowed to carry on-board a
maximum of two (2) of any of the following items:
• a small handbag
• pocket book or purse
• an overcoat, wrap or blanket
• a small camera or binoculars
• a laptop with case
• a reasonable amount of reading material
For persons with disabilities, the foregoing shall be in addition to the assistive devices that are
allowed to be carried for free.
Aside from the free baggage allowance for checked baggage, additional personal articles are
normally allowed for carriage in the cabin. These are included in the standard unit weight
established for a passenger.
LIST OF CARRY-ON ITEMS

1. A handbag, pocket book or purse. (These shall, however, be appropriate to normal
traveling dress and must not be used as a container for articles, which would otherwise
be regarded as baggage.
2. An overcoat, wraps or blanket
3. An umbrella or walking stick
4. A small camera and/or a pair of binoculars
5. A reasonable amount of reading materials for the flight.
6. Infant’s food for consumption in flight; infants carrying basket.
7. Pair or crutches and/or braces or other prosthetic device for the passenger’s use
provided that the passenger is dependent upon them;
Note: Alternatively, infant’s carrying basket, crutches, braces or prosthetic devices may
be carried in the arrival cargo compartment instead of in the passenger cabin if their size
will exceed the maximum dimension for hand-carry baggage (115 cm).
8. provided that such maximum dimensions (the sum of the three dimensions) shall not
exceed 45 inches (115 cm).
141
CARRY-ON ITEMS
Notes:
a. With the exception of items 7 and 8, which may be carried either in the
passenger’s cabin or cargo compartment the additional personal articles must be
retained in the passenger’s custody.
b. In order to prevent interference to aircraft electronics, navigation and
communication equipment, and the use of portable receivers, transmitters and
television receivers by passengers aboard the aircraft is prohibited. In this
regard, battery/batteries from any of these units shall be removed and turned
over to Purser or included in passenger’s check-in or hand carry baggage, as
applicable.
c. The use of portable recorders, hearing aids and heart pacemakers are permitted.
9. One piece of hand baggage suitable for placing in closed overhead rack or under the
passenger’s seat with maximum dimensions specified by the TC Member
142
CONDITIONS FOR
ACCEPTANCE
TRAINING AND DEVELOPMENT Cabin/Hand-Carry Baggage
GUIDELINES
1. No more than one piece of cabin/hand-carry baggage, in addition to the carry-on item
mentioned in sub-section 5.2.3 may be carried by the passenger in the cabin.
2. The baggage shall be of a size and shape as to permit stowage under the passenger’s
seat or in the overhead compartment.
3. The total maximum dimension (length + width + height) shall not exceed 115 cm (45 in).
REASONS FOR NON-ACCEPTANCE
Accepted for carriage in the cabin. Said baggage shall either be left behind or intercepted as
Cabin/hand-carry baggage not conforming to the provision listed above shall not be designated
boarding points for loading in the lower deck compartment on the aircraft.
143
EXCESS BAGGAGE RATES
TRAINING AND DEVELOPMENT PIECE SYSTEM
International Flights Excess Baggage Rates
Excess Baggage Charge
Any baggage in excess of the allowed FBA shall be assessed the following EBC:
BUDGET ECONOMY
Philippines/Area 2*/Area 3* to/from
NARITA JPY3000/USD30.00 – 2ND piece
/HANEDA JPY10,000/USD100.00 – for each succeeding
/NAGOYA piece
*For Oversized and Overweight Charges, please refer to the table below.
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TRAINING AND DEVELOPMENT EXCESS BAGGAGE RATES PIECE SYSTEM
Oversized but Overweight but within size limit Oversized and Overweight
In excess
within weight Economy Business Economy Business Economy Business Economy Business
of allowed
Route limit Class Class Class Class Class Class Class Class
number of
piece 63 in to 81 in or
24-45 kgs 33-45 kgs 46-55 kgs 46-55 kgs 24-45 kgs 33-45 kgs 46-55 kgs 46-55 kgs
80 in more
Philippines to/from
SFO
USD15
LAX USD150 USD450 USD150 USD300 USD450 USD600
0
HNL
Philippines/Area2*/Area3*/ to/from
USD15
USD450
USD150/ 0/
YVR /CAD45 USD150/ CAD150 USD300/ CAD300 USD450/ CAD450 USD600/ CAD600
CAD150 CAD15
0
0
USD17
USD525
USD175/ 5/
YYZ / USD175/ CAD175 USD350/ CAD350 USD525/ CAD525 USD700/ CAD700
CAD175 CAD17
CAD525
5
CANADA (Except
USD22
YVR/YYZ) to/from
USD225/ 5/ USD675/
Philippines/Area 3* USD225/ CAD225 USD450/ CAD450 USD675/CAD675 USD900/ CAD900
CAD225 CAD22 CAD675
(except from Gum)/
5
Area 2*
Philippines/Asia/Europe
USD15
/Middle East to/from USD150 USD450 USD150 USD300 USD450 USD600
0
the USA
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TRAINING AND DEVELOPMENT EXCESS BAGGAGE RATES PIECE SYSTEM
Overweight but within size limit Oversized and Overweight

Oversized but within
Economy Business Economy Business
In excess of allowed weight limit
Route Class Class Class Class (CARGO)
number of piece (CARGO)
63 in to 81 in or 24-32
33-45 kgs 24-45 kgs 33-45 kgs
80 in more kgs
From NRT, HND, JPY15,000 JPY15,000 JPY45,000 JPY6,000 JPY45,000 JPY21,000 JPY60,000
NGO to Area 1* USD150 USD 150 USD450 USD60 USD45 USD210 USD600
GUM to/from 24-45 kgs 46-55 kgs 24-45 kgs 46-55 kgs
USD30 – 2nd piece
Philippines USD100 USD300 USD100 USD200 USD300 USD400
USD100 - succeeding
Hong Kong / USD30 – 2nd piece
USD45 USD135 USD45 USD90 USD135 USD160
Taiwan USD45 – succeeding
Japan/Korea
Singapore/Indonesia/ USD30 – 2nd piece
USD75 USD225 USD75 USD150 USD225 USD300
Thailand/Vietnam USD75 – succeeding
China
USD30 – 2nd piece
Australia USD45 USD135 USD45 USD90 USD135 USD180
USD45 – succeeding
USD150/ USD450/ USD300/ USD600/
YVR USD150/ CAD150 USD150/ CAD150 USD450/ CAD450
CAD150 CAD450 CAD300 CAD600
USD160/ USD480/ USD320/ USD640/
Rest of Canada USD160/ CAD225 USD160/ CAD225 USD480/ CAD675
CAD225 CAD675 CAD450 CAD900
DISCLAIMER:
As a general rule, passenger and baggage travel together. However, there are instances where some baggage have to be unloaded to ensure that a flight
can operate safely. In such instances, unloaded baggage will be loaded on the next available flight and delivered to the affected passenger.
*Area 1 – North America, Central America, Caribbean Area Sub-area, South America; Area 2 – Europe, Middle East, Africa; Area 3 – Southeast Asia, Indian
Subcontinent or South Asian Subcontinent, Japan/Korea, North/Central Pacific, Southwest Pacific.
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SPECIAL EXCESS BAGGAGE
TRAINING AND DEVELOPMENT CHARGES
1. Piece System
a. One set of SNOW SKIING EQUIPMENT consisting of one pair of skis, one pair of ski poles and/or
one pair of boots.
i. First set after the FBA – 25% of EBR
ii. This charge is limited only for the carriage of 1 set per passenger.
iii. For any snow skiing equipment in excess thereof, the normal excess baggage
shall apply.
b. Golfing Equipment contained in not more than one golf bag and one pair of golf shoes.
i. Within FBA Free / No Charge
ii. After the FBA First set x 50% of EBR
iii. After FBA Second set x 100% of EBR or the normal excess
baggage charge shall apply for additional
succeeding number of pieces.
c. The following articles are considered as pieces of baggage measuring 62 inches (53 inches for
travel between the Philippines and the USA) regardless of their actual dimensions:
i. One sleeping bag or bedroll;
ii. One rucksack/knapsack/backpack;
iii. One pair of snow skis with one pair of snow ski poles and one pair of ski boots;
iv. One golf bag containing golf clubs and one pair of golf shoes;
v. One duffle-type bag (or type 22 bag);
vi. One suitably packed bicycle (single seat touring or racing bicycle, non-motorized)
provided that handlebars are fixed sideways and pedals are removed.
Note: Items G to I below are not applicable for travel between the Philippines and the USA).
vii. one pair of standard water skis or one slalom water ski;
viii. suitably packed fishing equipment consisting of not more than two rods, one
reel, one landing net, one pair of fishing boots and one fishing tackle box;
ix. sporting firearms consisting of not more than:
a. one rifle case containing not more than two rifles, 5 kgs (10 lbs)
of ammunition, one shooting mat, noise suppresser and small
rifle tools, or;
b. two shotguns and two shotgun cases, or;
c. one pistol case containing no more than five pistols, 5 kgs (10
lbs) of ammunition, noise suppressers, one pistol telescope and
small pistol tools.
Acceptability of such firearms shall be subjected to PR’s tariffs.
d. Any portable musical instruments not exceeding 39 inches
(100cm) in length may be considered as one piece at 39 inches.
147
SPECIAL EXCESS
TRAINING AND DEVELOPMENT BAGGAGE CHARGES
2. Weight System
a. The charge per kilogram (2.2 lbs) of baggage in excess of the free baggage allowance is
1.5% of the highest normal direct adult one-way economy class fare.
b. The highest normal one-way fare applicable shall be:
i. In effect of the date of issuance of the excess baggage ticket.
ii. In the direction of travel.
iii. From the point where the baggage is collected (excluding any transfer point/s)
up to the point where the passenger must collect his/her baggage whether this
is because of imposed regulations (custom’s clearance) or upon the passenger’s
request.
c. Rounding procedures:
i. To establish the rate per kilo, apply the excess baggage factor to two decimal
places, dropping all other decimal numbers (no rounding off at this stage);
ii. Multiply the resulting rate per kilo by the number of excess in kilos;
iii. To establish the total excess baggage charge, round up the product up to the
next higher unit shown in the Rounding-off Table (see the international Tariff
Manual, 1.14.4, part IV paragraph 5);
iv. If the published or selling rate in pounds is desired, divide by 2.2406.
Example: Economy class passenger is checking-in 45 kgs of baggage with the

routing MNL-HKG-FRA fare (no stopover in HKG).
Computation:
Excess Baggage Rate (EBR) USD22.11
Excess x 25kgs
USD552.75
Conversion to PHP x 41.00

PHP22,662.75 ~ PHP22,663.00
d. Special Excess Baggage Charges
i. One set of Snow Skiing Equipment consisting of pair of skis, one pair of ski poles
and/or one pair of boots.
1. Not included in the normal FBA : charge equal to 3 kgs of excess
baggage
2. Included in the normal FBA : any resulting overweight shall be
assessed the special charge of 3kgs
or the normal charge, whichever is
lower.
148
ii. Golf Equipment consisting of equipment contained in one golf bag and
one pair of golf shoes.
1. Not included in the normal FBA : any resulting overweight shall be
assessed the special charge of 6 kgs
or the normal charge whichever is
lower.
Example:
One suitcase weighs : 20 kgs (FBA)
Golf equipment weighs : 13 kgs (= 6kgs)
EBC 6 kgs
2. Weighing 15 kgs or less is : any resulting overweight included in
the normal FBA shall be assessed the
special charge of 6 kgs or the normal
charge, whichever is lower.
Example:
One bagweighs : 5 kgs
Golf equipment weighs : 15 kgs
20 kgs (within FBA)
EBC : NONE
3. When the actual EBC is less than: charge the actual EBC special.
Example:
One suitcase weighs 10 kgs
Golf equipment weighs 12 kgs
Total weight 22 kgs
Less FBA 20 kgs
EBC 2 kgs
4. Whenever the special EBC is : charge the special EBC less than the
actual EBC (i.e., 6 kgs)
Example:
One suitcase weighs : 15 kgs
Golf equipment weighs : 15 kgs
Total Weight : 30 kgs
Less FBA : 20 kgs
Difference : 10 kgs
EBC : 6 kgs
5. Golfing equipment weighing : assess the normal excess more than
15 kbs baggage charges.
Example:
One suitcase weighs : 15 kgs
Golfing equipment weighs : 18 kgs
Total weight : 33 kgs
Less FBA : 20 kgs
EBC (charge actual kgs) : 13 kgs
149
iii. Bulky Baggage

The standard size is 62 square inches per piece
1. Meaning: Length plus Width plus Height = 62 inches
2. Size is more than 62 sq. in.:
Measuring scale is in inches: the divisor is 366.
Weight equivalent in volume = XXX

Add Total Baggage Weight XXX
Total weight XXX
Less FBA XXX
Actual excess baggage weight XXX
Multiply by EBR XXX
Total Excess baggage charges XXX
Measuring scale is in centimeters: the divisor is 6000.
Weight equivalent in volume = XXX

Add Total Baggage Weight XXX
Total weight XXX
Less FBA XXX
Actual excess baggage weight XXX
Multiply by EBR XXX
Total Excess baggage charges XXX
iv. Surfboarding Equipment (TC1, TC3, TC31, TC123 only)

1. Surfboarding equipment
a. one surfboard not exceeding 109 inches
(277 cm) at 50% of one excess baggage charge, or;
b. one surfboard exceeding 109 inches
(277 cm) at one excess baggage charge
c. additional surfboards at the applicable
excess baggage charge.
Reference: Per RM/AOM email date 29September 2014

2. For travel between Australia and Philippines, surfboard/skis shall only
be accepted if enclosed in surfboard bag that must not exceed 32 kgs in
weight and 277 cm in length. Board/skis can be included in the FBA. The
number of surfboard to be part of the FBA can be more than one, but
must not exceed 32 kgs. When the combined weight of the said items
exceeds the allowance, normal additional baggage rates apply.
150
TRAINING AND DEVELOPMENT PETS
PETS
Pets will be accepted for carriage at the owner's risk subject to the following conditions:
1. Arrangements must be made with the airline at least 48 hours before departure.
2. A pet may be accepted as checked baggage only when accompanied by an adult passenger (12
years old and above) traveling on the same aircraft. In all other instances, pets shall be accepted
for carriage as cargo in accordance with IATA's Live Animal Regulations.
3. The pet must be harmless and inoffensive and should not require special attention while in
transit.
4. The pet must be confined in a secure, leak-proof container, which has been inspected and
approved by PR prior to finalization of arrangements.
5. Carriage of animals is limited to one animal per container, except that two kittens or two
puppies less than ten weeks of age or two household birds will be permitted in a single
container. The combined weight of the container and pets shall not exceed 20 lbs. PR will limit
the number of containers carried on any flight in order to ensure the safety and well being of
any animal transported. (For U.S.A only)
6. Pets shall not be accepted for carriage in the cabin section of the aircraft except for dog trained
to lead the blind or to assist the deaf and falls under the following exception:
EXCEPTION: When circumstances permit (e.g. When flight time is less than 4 hours or when
flight is not fully booked, etc.) a passenger with impaired vision or hearing, dependent upon
a dog trained to lead the blind or to assist the deaf, may be allowed to travel with his guide
dog in the cabin. However, the dog must be properly muzzled and harnessed and will not
occupy a seat.
7. Valid health and vaccination certificate, entry permits and other documents must
accompany the pet. The passenger must make all arrangements and assume full
responsibility for compliance with any applicable laws, customs, quarantine and / or
governmental regulations, requirements or restrictions of the countries, states, and / or
territories of origin, transit and destination. PR shall not be responsible in the event any pet
is refused carriage into or through any country, state or territory.
8. A pet may be accepted as checked baggage for interline carriage if there were prior
arrangements with each interlining carrier.
In accepting pets as baggage, check-in staff shall:
• Tag container with the appropriate baggage tag

• Label container with checked baggage sticker
• Collect the applicable excess baggage charges
• Advice airport staff concerned so that applicable information is included in the NOTOC
(Notice to Captain) form.
151
Accompanied pets shall not be included in determining the free baggage allowance and shall be
assessed as follows:
1. PIECE SYSTEM
▪ Pet container measuring 203 cm (80 in) or less shall be charged 200% of the applicable
excess baggage charge.
EXAMPLE: Accompanied pet and container together weighs 23 kg

The container’s total dimension 165 cm (65 in)
Routing: MNL – SFO
Applicable Excess Baggage Charge: USD200.00
C A L C U L A T I O N:
2 x USD 200.00 = USD 400.00
▪ Pet container measuring over 203 cm (80 in) shall be weighed and charged 300% of the
applicable excess baggage charge for the first 45 kg (99lbs) or fraction thereof. For each
additional 10kg (20 lbs), 100% of the applicable EBC shall be added.
The result of which, being the excess baggage charge for the container, shall be
multiplied by two to come up with the total EBC for the carriage of pet in container.

The container’s total dimension 226 cm (89 in)
Routing: MNL – SFO
Applicable Excess Baggage Charge: USD200.00
300% of USD 200.00 = USD200.00

X 3
EBC for container USD600.00
X 2
TOTAL EXCESS BAGGAGE CHARGE USD1,200.00
(of pet plus container)
152
2. WEIGHT SYSTEM: 100% of applicable charge.

o Weigh the pet in the container
o Charge 1.5% of the highest normal direct adult one-way Economy Class fare per kilo.

The container’s total dimension 215 cm (84.6 in)
Routing: MNL – BKK
Applicable Excess Baggage Charge: USD 7.12 / KG
23 x USD 7.12 = USD 163.76 ~ USD 164.00
3. WEIGHT SYSTEM (DOMESTIC)
Weight (Kg) Rates (VAT inclusive)

Up to 5 Php 1,000
6-10 Php 2,000
11-15 Php 3,000
16-20 Php 4,000
21-30 Php 5,000
31-40 Php 6,000
41-50 Php 10,000
Reference: RMS12195FV-Issue2/18May13
153
CONDITIONS OF CARRIAGE
PETS AS BAGGAGE OR
TRAINING AND DEVELOPMENT CARGO FOR JAPAN
Conditions prior to accepting pets in flights to Japan (DOGS and CATS)

1. Animal Bureau of Quarantine of Japan must be notified at least forty (40) days prior to
scheduled arrival in Japan, which will issue a document, “Approval of Inspection of Animals.”
2. The pet must be fitted with a microchip. (Identification of the pet and the health certificate will
be checked through the microchip number. If the microchip does not conform to ISO Standard
11784 and 11785, importer must provide a microchip reader.)
3. The pet must be kept in any of the designated regions (Australia, Chinese Taipei, Fiji, Guam,
Iceland, Ireland (Rep. of), New Zealand, Norway, Sweden, the United Kingdom and Hawaii for
the past 180 days since birth or since bringing out of Japan.
4. The pet must have no case of rabies infection in the country or territory during the past two (2)
years.
5. The pet must be shown with no signs of rabies, (leptospirosis for dogs) immediately before
departure.
6. The pet arriving directly from the designated regions in item 3 will be released from quarantine
within 12 hours if meeting the requirements.
7. The quarantine period of dogs and cats arriving from all country areas other than the designated
regions will be released within 12 hours if the following requirements are met:
a. Fitted with a microchip and vaccinated twice against rabies with an inactivated vaccine.
b. Carried out a blood test at a laboratory approved by the Japanese government, which
shows a required level of rabies antibodies.
c. A blood test of the pet must have been taken 180 days prior to arrival in Japan. In case
arrival is less than 180 days, the pet will be detained in a quarantine facility to complete
the 180-day requirement.
d. The pet must have had subsequent rabies booster vaccinations and must not show any
clinical sign of rabies (leptospirosis for dogs) before departure to Japan.
Conditions prior to accepting birds in flights to Japan

1. A written notification for importation should be submitted to the quarantine station of the
Ministry of Health, Labor and Welfare after arrival. The notification form should be
accompanied by the following:
a. Certificate issued by the government authorities of the exporting country or a certified
true copy of the original (a regular photocopy is not acceptable);
b. Identification of the consignee;
c. Copy of the airway bill concerning importation of the birds.
Reference: ASD Inter-Office Memorandum ASD09/01-17
154
TRAINING AND DEVELOPMENT INTERLINE/ LRBT TAG
155
BAGGAGE CHECK
As part of PAL’s Security Program, the following questions should be asked prior to check-in. It is
imperative that the 6 basic questions must be MEMORIZED and implemented by all check-in agents:
1. Is this your baggage?
2. Did you pack the bag yourself?
3. Are you carrying anything for another person?
4. Has the bag been out of your control/left unattended since you packed it?
5. Do you have any prohibited items, like “these” (referring to DG items in the placard/picture)?
6. Do you have any liquid items more than 100 ml in your hand carry?
7. Do you have any electronic device and spare lithium batteries?
Any NEGATIVE response to questions 1 or 2 or POSITIVE response to questions 3, 4, 5 shall be

immediately reported by the check-in personnel to his/her supervisor who shall make proper
assessment by asking the follow-up questions below, in addition to the 7 questions above:
1. Is this your baggage? Are you carrying anything for another person?
(a) Who requested you to bring the baggage?

(b) Who is/are the intended recipient of your baggage?
If the reply to the question is a family member or a passenger who is also part of the traveling
group/party then it is to the satisfaction and discretion of the Supervisor that there is nothing
suspicious about the passenger and baggage and considers the response valid.
However, if the passenger does not know the owner of the baggage and is not knowledgeable on
the contents of the baggage, the Supervisor shall refer the matter for re-screening and clearance
by Airport Security at the initial screening checkpoint.
If the passenger confirms that it belongs to another passenger whom he/she does not know and
is not in the same traveling party/group, it shall be considered as illegal pooling of baggage and
shall not be accepted as part of the passenger’s Free Baggage Allowance (FBA).
2. Did you pack the bag yourself?
(a) Who packed your baggage?

(b) Were you present at the time the baggage was packed?
156
BAGGAGE CHECK
If the passenger replies that the baggage was packed by another person in his presence and the
passenger is certain that the person who packed the baggage did not place any
prohibited/dangerous goods items inside it, then it is to the satisfaction and discretion of the
Supervisor that there is nothing suspicious about the passenger and baggage and consider the
response as valid; otherwise the Supervisor shall refer the matter to Airport Security.
3. Has the bag been out of your control/left unattended?
(a) What was the manner the baggage was left unattended?
(b) Did you re-check the contents of your baggage after it has been out of passenger’s control?
4. Do you have prohibited items like these? (While referring to the laminated list of DG items for
easier passenger reference.)
(a) What dangerous goods items are in your bag?

(b) May I request you to open your bag and leave the prohibited items behind?
For a POSITIVE response to question 6, the passenger shall be required to put the items in a transparent
container.
A POSITIVE response to question 7 would require a follow-up question:
Checked Baggage
If electronic device is in the checked baggage, then advise the passenger to remove it from the
bag and hand-carry it.
Hand-carry/Carry-on
If electronic device is in hand-carry, ensure that the batteries are inside the equipment.
Otherwise, the batteries will be considered as spare.
Spare Lithium Batteries
If passenger has spare lithium batteries, assess and refer to the table – Lithium Batteries Quick
Reference Guide that shows the types of Lithium batteries and limitations that a passenger can
carry on board the aircraft.
If the PSA intercepts an oversized hand-carry of a passenger for check-in, inquire from passenger
if he has any spare lithium batteries in the intercepted bag. If YES, request the passenger to put
these in the other hand-carry.
Ensure that the terminals of the spare batteries are protected to prevent short circuit by
keeping them in its original packaging or by taping the terminals with an electrical tape or
putting the batteries in plastic bags individually.
157
BAGGAGE CHECK
NOTES:
(a) PSA must have electrical tapes readily available at the check-in counters and boarding
gates.
(b) Offer electrical tape to passenger who may need it.
(c) Let the passenger cover the terminals of spare batteries himself.
Non-compliance to these basic questions is a violation to the following Regulatory Bodies:
1. Philippine Civil Aviation Regulations (RP-CAR) 9.6.1.13;

2. Office for Transportation Security, Philippine Department of Transportation;
3. International Civil Aviation Organization’s (ICAO) Technical Instructions Docs 9284;
4. US Department Homeland Security – Transportation Security Administration
5. Transport Canada
Reference:
AOD/14/07-132
04 September 2014
AOD/14/11-206
24 November 2014
158
BAGGAGE CHECK-IN
PROCESS
1. In some international airports (e.g., MNL, LAX, etc.) checked baggage are cleared through security
scanner (e.g., X-ray portable) prior to check-in.
2. Baggage accepted for carriage as passenger's baggage may only contain such articles, effects or
other property of passengers as are necessary for wear, use, comfort or convenience in
connection with his / her trip.
3. At the Check-in Counter:
(a) Assess acceptability of the baggage in terms of its nature, packing or weight and number of
pieces.
(b) Baggage is placed on weighing scale to check the weight. If it exceeds the Free Baggage
Allowance (FBA), excess baggage is collected from the passenger.
(c) At the same time, check-in agent shall ensure that suitcases, containers, valises, trunks
presented for check-in are adequately closed, tied, taped and secured to permit safe carriage
with normal handling.
Note:
If fragile, attach a Limited Release Tag or provide PAL Checked Baggage Box as may be required.
4. Check baggage for name label. If none, attach Baggage Identification name label bearing the
passenger's name and address accordingly.
5. Old baggage tags still attached to the baggage presented for check-in must be removed.
6. For manually issued baggage tags, write down the flight number/date, baggage weight, passenger
sequence manifest number and check-in agent's code on the baggage tag. The passenger
sequence number shall also be written down on the portion of the baggage tag, which shall be
attached to the ULD baggage record card. (For non-mechanized stations)
7. Tag baggage with online or interline, whichever is required.
8. Present the baggage claim check to the passenger, attaching the same to the ticket cover. At the
same time, inform the passenger to where (destination) his/her baggage is tagged.
9. Print the number of pieces and total weight of checked baggage on the appropriate boxes of the
lifted coupon. Note down also the passenger’s sequence/manifest number and check-in agent’s
initial/code (for non-mechanized stations).
10. Pooling of Baggage:
159
BAGGAGE CHECK-IN
TRAINING AND DEVELOPMENT PROCESS
When two or more passengers present themselves at the check-in counter at the same time as
one party, traveling on the same flight and date and to a common destination or point of
stopover, a total FBA equal to the combination of their individual FBA shall be permitted.
Excess baggage Charges shall be collected if the actual weight of the baggage exceeds the total
FBA of the party.
To comply with passenger and baggage reconciliation requirements, each passenger of a non-
family group should be given their own individual baggage claim checks.
Note:
In manila, Japanese and Chinese groups are exempted on the above reconciliation procedures on
Non-family groups. Experience showed no problem with this group on last minute cancellations.
For exemptions on the rule, clearance should come from the VP-ASD/Safety and Security.
160
BAGGAGE CHECK
TRAINING AND DEVELOPMENT THROUGH- POLICY
BAGGAGE CHECK-THROUGH POLICY: For tickets issued on/after 01 JULY 2014
As a general rule, passengers and baggage must travel together (except) for involuntary exceptional cases);
Separate tagging of baggage will not be allowed, e.g. one piece tagged to MNL, another piece tagged to final
destination).
• Check-through of baggage may automatically apply for passengers with flight bookings under one ticket.
• Check through of baggage may apply for both concepts either PIECE or WEIGHT system.
Excess baggage charge must be collected, as necessary.
• Although PR adheres to the IATA Resolution 302 applying the Most Significant Carrier’s (MSC)
FBA, check-through of baggage may not necessarily apply. Under the IATA Baggage Resolution, airlines
are not obliged to check through baggage if the entire journey is not found on one ticket but separate
tickets, and with different fares per ticket.
Below are the applicable PR policies on baggage check-through:
ENTIRE JOURNEY IS SHOWN IN ONE TICKET on PR document (079):
BAGGAGE
JOURNEY CHECK-THROUGH IATA RESO 302
Between US, CA, Guam & Area 3, Area 2 ALLOWED APPLICABLE

Between Tokyo, Nagoya & Area 3, Area 2 ALLOWED APPLICABLE
Within Area 3 ALLOWED APPLICABLE
Between Area 2 & 3 ALLOWED APPLICABLE
Note: If the connecting point is at MNL Terminal 2/3, baggage may be checked through if transfer is on the same
day or if the flight arrives one day and the connecting flight the next day is within 12 hours (IATA standard).
PR-operated & OAL-operated (on PR document or OAL document):
BAGGAGE
JOURNEY CHECK IATA RESO 302
THROUGH
Between US, CA, Guam & Area 3, When ultimate place of departure and/or
Area 2 ALLOWED destination involves US, FBA follows FBA rules
selected at beginning of itinerary (no MSC). Same
rule will apply to Canada by 1 October 2014.
Between Tokyo, Nagoya & Area 3, ALLOWED APPLICABLE
Area 2
Within Area 3 ALLOWED APPLICABLE
Between Area 2 & 3 ALLOWED APPLICABLE
Note: Baggage will not be tagged beyond the connecting point where transfer from one airport or terminal to
another is necessary and where the passenger is required to take possession of his baggage (e.g. MNL)
161
BAGGAGE CHECK
TRAINING AND DEVELOPMENT THROUGH- POLICY
ENTIRE JOURNEY IS NOT FOUND IN ONE TICKET, BUT ON SEPARATE TICKETS (split tickets), WITH SEPARATE
FARES PER TICKET
Purely PR/2P-operated journeys
BAGGAGE
Between US, CA & Area 3, Area 2 ALLOWED NOT APPLICABLE

Between Tokyo, Nagoya & Area 3, Area 2 ALLOWED NOT APPLICABLE
Within Area 3 ALLOWED NOT APPLICABLE
Between Area 2 & 3 ALLOWED NOT APPLICABLE
For split tickets and with separate fares per ticket, sector-by-sector FBA shall apply.
PR-operated & OAL-operated

BAGGAGE
Between US & Area 3, Area 2 ALLOWED NOT APPLICABLE

Between CA & Area 3, Area 2 ALLOWED NOT APPLICABLE
Within Guam & Area 3, Area 2 ALLOWED NOT APPLICABLE
Between Tokyo, Nagoya & Area 3, Area 2 ALLOWED NOT APPLICABLE
FBA shall be sector-by-sector
REFERENCE:
AOD14/06-110
Issued on: 23 June 2014
Tariff Alert 2014/169KR

Issued on: 19 June 2014
162
INDUSTRY BAGGAGE
RULES FOR
INTERLINING (IATA
TRAINING AND DEVELOPMENT RESOLUTION 302)
IATA RESO 302

IATA RESO 302 is a four-step process for determining which carrier provisions will apply for an interline
journey when rules differ among carriers participating in the itinerary. Where for each checked portion:
STEP 1: If carrier provisions are the same, such provision will apply;
STEP 2: If there is difference, apply the provisions of the “Most Significant Carrier” (MSC). In case
this is a code-share flight, apply the provisions of the operating carrier;
STEP 3: If MSC does not publish its provision, apply the rule of the Check-in Carrier;
STEP 4: If the Check-in Carrier’s provision is not published, apply the Operating Carrier’s provision
sector-by-sector.
How to determine the Most Significant Carrier (MSC)
• For a travel between two or more TC areas, it is the carrier that crosses the areas, e.g. TC1 to
TC2.
• For travel within a TC area, it is the carrier that crosses from one sub-area to another, e.g. from
the Middle East to Europe.
• For travel within a TC sub-area, it is the first international carrier, e.g. MNL-PR-SIN-QF-SYD (SEA
TO SWP)
If PR is part of an interline journey, PR rules are as follows:
1. For journeys involving Canada:
Where the passenger elects to take a stopover at an intermediary point, a new assessment of
baggage allowance and, where applicable, baggage charges will commence from the point of
departure following the stopover.
Example:
a. YYZ-YVR-MNL PR/AC (NON-STOP)
YYZ-YVR 31AUG on AC FBA 1PC

YVR-MNL 31AUG on PR FBA 2PC
Applicable FBA for PR is 2PC and 1PC for AC. AC will not accept 2PC even if the
connecting flight is including a single ticket. On the return flight, however, AC will accept
2PC on MNL-PR-YVR-AC-Domestic Canada.
b. YYZ-YVR-MNL PR/AC (WITH STOP IN YVR)
YYZ-YVR 31AUG ON AC
YVR-MNL 02SEP ON PR
Applicable FBA is 2pc for PR and 1PC for AC, following baggage rules of AC.
163
INDUSTRY BAGGAGE
RULES FOR
INTERLINING (IATA
TRAINING AND DEVELOPMENT RESOLUTION 302)
2. For journeys with US points:
Please note of US Department of Transport (DOT) exception for journey to/from US:
When ultimate origin or destination of a ticket is a US point, the baggage rules selected at the
beginning of the itinerary must apply throughout the journey, regardless of stopover.
If a passenger has two tickets issued separately, example LAX-MNL on PR and MNL BWN on BI,
we cannot check through from LAX to BWN because PR & BI are in different terminals PR is on
NAIA Terminal 2 while BI is on NAIA Terminal 1.
General RP-CAR 8.8.12 (a)
GENERAL GUIDELINES
1. Offensive articles, such as knives, cutting instruments, pointed objects, bicycle chains,
blackjacks, etc., not normally carried by an ordinary citizen are considered security items.
2. Passengers shall be advised (at points of sale or notices at the airports) that items deemed
to be security risks should be checked in along with their checked baggage.
3. Security items found from passenger’s hand carry shall be removed by airport security.
These items shall be tagged with a SRI tag and a claim copy is given to the passenger. These
shall be placed in SRI envelope/ box (except for long items) for loading by Ramp personnel
in the bulk compartment. Telex advisory is sent to destination station.
4. Upon arrival, passenger claims the SRI from ground staff who shall be responsible for
returning the item.
5. Personal guns, weapons, and other ammunitions of war are generally not accepted for
carriage. In instances where these will be allowed (properly packed with the necessary
documents), they shall be placed in the SRI box/ long firearms and loaded in the cargo
compartment as part of the passenger’s checked baggage.
6. Destination and thru stations shall be properly notified.
Passenger not agreeing to this may be denied carriage.
NOTE: This is not applicable at HKG station. Prior coordination with Hong Kong Civil Aviation
Department (HKCAD) and prior telex Advisory to HKGFFPR and HKGZPR shall be made.
PROCEDURES
1. AT ORIGIN STATION
164
INDUSTRY BAGGAGE
RULES FOR
INTERLINING (IATA
RESOLUTION 302)
GROUND STAFF:
i. Attaches SRI tag to the item and issues claim check to the passenger.
ii. Advises the passenger to claim the item upon arrival from ground staff at the
baggage carousel.
iii. Endorses the SRI to Ramp Supervisor for loading in the SRI box at bulk compartment.
iv. Sends telex to the destination station(s) advising that SRI have been loaded.
NOTE: Telex to be sent also when SRI is on board for the information of
destination stations (i.e., NIL SRI)
2. AT TRANSIT STATION
i. Ramp staff offloads the SRI box.

ii. Ground staff retrieves the SRI box from the baggage carousel and endorses the SRI
items to passengers at transit station.
iii. Same SRI box is reloaded to aircraft for its continuing journey.
3. AT DESTINATION STATION
Ground Staff (Arrival):
i. Retrieves SRI box from the baggage carousel.

ii. Turns over the SRI to the passenger.
165
BAGGAGE REQUIRING
PASSENGER SEAT (CBBG)
The recommended size limitations and procedures to be considered when accepting baggage
requiring the use of passenger seat (e.g. religious items, musical instruments, etc.)
(measurements in centimeters/inches)
Depth Width Height

Aircraft Seat Class
D W H
A340-300 BCL 42 / 16 50 / 19 78 / 30
ECY 34 / 14 43 / 16 75 / 29
A330-300 BCL 36 / 14 43 / 16 75 / 29
ECY 36 / 14 43 / 16 75 / 29
A320-200 BCL 39 / 15 49 / 19 75 / 29
ECY 36 / 14 43 / 16 75 / 29
A319-100 BCL 39 / 15 49 / 19 75 / 29
ECY 36 / 14 43 / 16 75 / 29
To ensure safe loading of articles on a passenger seat inside the cabin, the following are the
procedures:
1. Only one (1) item per seat is allowed.
2. These items are to be packaged or covered to withstand normal handling conditions and
to avoid possible injury to passengers/crew.
3. The maximum weight of each item should not exceed 75 kilograms.
4. Each item must be properly restrained/strapped with an approved safety seat belt
(horizontal and vertical) to eliminate the possibility of shifting under normally
anticipated flight and ground conditions and to prevent its movement during air
turbulence.
5. These items are not to be placed on seats where the emergency exits are located.
6. The maximum height of each item should not exceed the height of the backrest at its
highest position and must not obscure any passenger’s view of the “seat belt” and “no
smoking” signs, and/or required exit signs.
7. These items are to be properly secured before all aircraft doors are closed.
8. If an item cannot be checked or stowed in a manner that ensures the safety of the
aircraft and its occupants, or if the passenger believes that the item cannot be packaged
or covered to withstand normal handling, then the item should not be accepted and will
have to be shipped by some other means.
Item no. 4 should be coordinated with Aircraft Engineering Department (AED) for the
provisioning of additional seat belts to be used to secure the baggage and for further
engineering evaluation.
Reference: ASD07/ 05-147 Inter-office Memorandum.
166
TRAINING AND DEVELOPMENT BAGGAGE IRREGULARITIES
Found Baggage Any checked baggage with an airline tag

that landed at another station where it was not
tagged (sent) to.
On-hand Baggage Any checked baggage left unclaimed in the

customs area, claim area, airport hall or any
place in the airport by the passenger.
Missing Baggage A baggage that was not available to the

passenger for claiming.
Damaged Baggage A baggage that has changed from its original

condition, interior or exterior and may have
caused a reduction in value.
Pilfered Baggage Any baggage that has missing content/s when it

was claimed.
167
BAGGAGE / CARGO
TRAINING AND DEVELOPMENT LOADING PRIORITY
INTERNATIONAL AND DOMESTIC FLIGHTS
1. First Priority
a. AOG Parts (IATA members)
b. Human Remains, Life Saving Devises, Human Organs
c. First Class Baggage (FBA, Sports Equipment under Sports Plus Program and any
excess baggage).
d. Mabuhay Class Baggage (FBA, Sports Equipment under Sports Plus Program and
any excess baggage).
e. Mabuhay Club Members traveling in Economy (FBA, Sports Equipment under
Sports Plus Program and any excess baggage).
f. Free Baggage Allowance of AD75 Mabuhay Class Passengers
2. Second Priority
a. Civil Registered Mail (no substitute allowed)
3. Third Priority
a. Crew Baggage
b. Free Baggage Allowance of Economy Class Passengers (including Sports
Equipment under the Sports Plus Program)
c. 1,000 kgs of US Mail (MOM)
d. Free Baggage Allowance of Employees on Official Business
e. Free Baggage Allowance of 5 non-revenue / VV booked passengers
f. Free Baggage Allowance of AD75 Economy Class Passengers
4. Fourth Priority
a. Rush Baggage
5. Fifth Priority
a. Excess Baggage of Economy Class Passengers
b. Excess Baggage of AD75 First Class & Mabuhay Class Passengers
c. Excess Baggage of Employees of on Official Business
d. Excess Baggage of Non-Revenue / VV Booked Passengers
6. Sixth Priority
a. Excess Baggage of ID75 First and Mabuhay Class Passengers
b. Excess Baggage of ID75 Economy Class Passengers
c. Free Baggage Allowance of ID00 Passengers on Vacation Leave
168
PAL
AIRCRAFT
FLEET
169
PR AIRCRAFT FLEET
170
TRAINING AND DEVELOPMENT PR AIRCRAFT FLEET
Reference: Aircraft Facility Seats Summary, Revision 75 effective 10 April 2015
171
172
B777-300
173
174
175
A321-200
176
177
178
TRAINING AND DEVELOPMENT SEATING
STANDARD SEAT IDENTIFICATION
1. As a general aircraft configuration, Business Class Section is located in the forward part of
aircraft, followed by the Economy Class Section up to the rear end of the cabin.
2. Seat rows are numbered consecutively from front to rear, e.g., 1, 2, 3, etc.
3. Seats in a given row are designated alphabetically from left to right, e.g., A, B, C, D, etc., except
that
- The letter “I” is not used to avoid confusion with the numeric
- Where the number of seats in a given row is less than the maximum, the identification used
for the remaining seats corresponds to those of seats in the full row which are in the same
longitude position.
Example: (8-abreast) seating
Business Class
AC DE HK
AC HK
Economy Class
AC DEFG HK
AC DEFG HK
4. For aircraft with only one aisle, seats in a given row may be designated alphabetically by either
of the following methods:
i. From left to right aisle of the aircraft, e.g., A, B, C, D, etc., or

ii. Left side, window seats - A
Left side, aisle seats - C
Right side, aisle seats - D
Right side, aisle seats - F
NO SMOKING FLIGHTS
All domestic and international flights are Non-Smoking in the compliance with the
Administrative Order 121 of Air Transportation Office, which took effect 01 September 2002
179
TRAINING AND DEVELOPMENT SEATING
Guidelines on Seat Assignment
1. As a general rule controlled seat selection is observed in all flights, that is, passengers are given their
seat preference at check-in, subject to certain conditions/restrictions (e.g., blocked for weight and
balance requirements, etc.).
2. Passengers requiring special handling are assigned to seat designated for such handling, such as,
Unaccompanied Minors, seats with bassinet fittings, seats with tie down fittings for a stretcher kit, etc.
3. Revenue/paying passengers, especially VIP/CIP, shall be given preference in seat assignment.
180
PSA AREAS OF
ASSIGNMENT
181
CSA AREAS OF
TRAINING AND DEVELOPMENT ASSIGNMENT
PSA AREAS OF ASSIGNMENT
1. CHECK – IN COUNTER
2. CUSTOMS / IMMIGRATION / QUARANTINE (CIQ)
3. PRE – DEPARTURE / BOARDING GATE
4. ARRIVAL
5. TRANSIT / TRANSFER COUNTER
a. Check – In
b. Baggage
c. Flight Coordinator
182
TRAINING AND DEVELOPMENT CHECK – IN PROCEDURES
1. WELCOME GREETING
Welcome and greet the passenger checking in to acknowledge his presence.
2. TICKETING AND TRAVEL DOCUMENTS
Politely ask for the passenger’s tickets and travel documents.

Courteously ask if the passenger is a Mabuhay Miles member by using the standard
phraseology:
“Mr./Ms. _________________ may I know if you are a Mabuhay Miles member?
(if yes) May I have your membership card, please?

(if no) Would you like to join our Mabuhay Miles Frequent Flyer program?
3. EXAMINE TICKET
Check the passenger’s name, destination, flight number, ticket status and validity. (By this time,
you will be able to address the passenger by name. Provide the immigration/departure card if
the passenger does not have one yet).
4. CHECK NAME AGAINST MANIFEST/COMPUTER
Check the name of the passenger as indicated in the ticket against that on the
manifest/computer.
5. DOCUMENTS CHECK
Veriify the passenger’s identity against the travel document presented, including review of date
of birth, expiry status of document, a visual comparison of the photo to the passenger and
ensure the name on the travel document matches the booked name.
Verify the travel document is valid and good for all persons travelling as not all States allow
family members to be registered in as single passport.
Report to supervisor any document that shows signs of tampering for necessary handling.
Check travel documents for destination and/or transit requirements.
Review Visas or entry conditions or limitations if required.
Collect Advance Passenger Information (API) if required.
6. BAGGAGE CHECK
183
CHECK – IN PROCEDURES
As part of our security program, excess baggage collection effort and to minimize illegal baggage
pooling, the following questions should be asked, prior to check-in. After being satisfied with the
answers to the questions below, process the passenger/s as per existing check-in procedures.
184
Request the passenger to place his/her baggage on the weighing scale. Baggage shall then be checked
and tagged accordingly (indicate flight number/date and passenger’s sequence number in the baggage
tag), making sure that all baggage is properly attended to. Attach the claim checks on the ticket cover.
Enter total number of pieces and weight of checked baggage on the pieces/weight box of the flight
coupon.
7. REMOVAL OF FLIGHT COUPON
Lift coupon to avoid mislifting /unlifting of the flight coupon. Stamp or write “USED” on the
lifted flight coupon.
8. ASSIGNMENT OF SEAT
Inquire passenger’s seat preference. Offer alternatives if seat requested has been taken. PAL
shall not seat a passenger in an Exit Row seat if it is determined that it is likely that the person
would be unable to perform the applicable functions required RP-CAR 8.9.2.11
9. BOARDING PASS ISSUANCE
Issue/print the appropriate boarding pass.
10. TICKET NOTATIONS
Enter other required information, such as seat assignment, manifest/sequence number, agent’s
initial/code, passenger’s nationality, etc. into the lifted flight coupon.
11. RETURN DOCUMENTS
Stand-up and return the passenger’s ticket and documents while summarizing the transaction by
the following standard statement:
“(Title and name of passenger), here are your claim checks for (number) pieces tagged to
(destination)”. “Here is your boarding pass and you’re seated at (seat number)”. “Please be at
gate (number) at (time)”.
12. ADVICE ON OTHER AIRPORT FORMALITIES
Give direction as to way to the boarding gates, and to the other airport formalities, i.i. terminal
fee, immigration and other requirements.
13. FAREWELL REMARKS
Thank the passenger for taking PAL and wish him a happy and pleasant trip.
185
14. AUDIT OF CANCELLED BOARDING PASSES AND BAGGAGE TAGS
Mandatory post flight audit of cancelled boarding passes and baggage tags are performed to
preclude possible irregularities.
These are endorsed by the CSA to the Supervisor/ Duty manager for reconciliation the final
passenger load and number of baggage accepted per flight.
The Supervisor/ duty manager shall attach and include cancelled boarding passes and baggage
tags in the flight report.
Un-issued boarding passes and un-used baggage tags are kept in a central storage are and are
secured from unauthorized use.
186
TRAINING AND DEVELOPMENT BOARDING PASS
BOARDING PASS
Each joining passenger is issued a Boarding Pass to signify that:
1. He has gone through the check-in process and has been accepted for the particular flight and
normally with an assigned aircraft seat.
2. He may now proceed to complete other airport formalities, such as, immigration, security check, etc.
TYPES OF BOARDING PASSES
1. As a general rule, different types of boarding passes are used to distinguish the passenger’s case of
service:
i. BUSINESS CLASS
ii. ECONOMY CLASS
iii. TRANSFER
iv. INFANT
v. NEUTRAL
2. Basic information appearing on the boarding pass:

i. Flight number
ii. Seat assignment
iii. Name of passenger
iv. Gate number
3. Additional information may be required:

i. Manifest or Sequence Number
ii. Time of Boarding
iii. Other details
187
BOARDING PASS
188
PRIORITY OF REVENUE
TRAINING AND DEVELOPMENT PASSENGERS
Revenue passengers shall include the following types of passengers
1. Full revenue passengers

2. Passengers holding ID/AD tickets on discount on 50% or less
3. Tour coordinators escorting a group
4. Escorts for unaccompanied minors
5. Passengers holding tickets awarded under the Mabuhay Miles program
In overbook situations, revenue passengers shall have priority over all other types of passengers
except those traveling on a “MUST RIDE” basis. Such passengers shall be accepted in the
following sequence of priority:
1. Transit passengers
2. OK-REC passenger
3. Confirmed joining passengers (OK-REC, RQ-CONFIRMED, OPEN-CONFIRMED, WL-CONFIRMED,
UPGRADED)
4. OK-NOREC transfer passengers
5. Upgraded M and N passengers
6. OK-NOREC and OK-CNLD joining passengers
7. Passengers with open dated tickets and those with bookings of different dates.
Passengers under category number 4 to 7 shall initially be placed standby. Acceptance of
passengers under the same category shall be on “first come first served basis” but transfer
passenger shall have priority over joining passengers.
189
TRAINING AND DEVELOPMENT UPGRADING PROCEDURES
INVOLUNTARY UPGRADING is a situation where a passenger without additional payment

is accommodated on a class of service higher than that paid for:
GUIDELINES:
• Involuntary upgrading or downgrading normally occurs when there are no more seats available
in the class of service paid for generally caused by:
• Cancellation of flights
• Delays or missed connections
• Diversion, disruption of flight schedule
• Over sale (confirmed space cannot be provided)
• Downgrading of aircraft
• Operational constraints
• Involuntary upgrading shall be resorted to only during critical over sale situation to avoid denied
boarding.
• In case of any of the above-mentioned circumstances.
PAL must transport the passenger to destination shown on the ticket without additional payment. If
there is no PAL flight available, the passenger is endorsed to other carriers on the same class of
service without additional cost to the passenger or downgraded with the appropriate refund.
• The passenger, when carried on a lower class of service, is entitled to refund.

• Free baggage allowance based on type of service originally paid for shall be maintained
regardless of upgrading or downgrading.
• Upgraded revenue passengers may not be downgraded by enroute station(s)
Upgrading shall generally be based on the following order of priority:
Mabuhay Miles Million Milers (LM)

Mabuhay Miles Premiere Elite (MP)
Mabuhay Miles Elite (ME / EM)
High-fare paying passengers (Y,N,S,L,M,H,Q,V) according to hierarchy
Employee benefits
• Booked non-revenue passengers who are qualified for upgrading
(i.e. only those with class entitlement of YCF, CF, YC)
• Other non-revenue passengers qualified for upgrading
(i.e. only those with class entitlement of YCF, CF, YC)
NOTES:
In case of deadlock among passengers with the same upgrading priority mentioned above, the
passenger who checked-in earlier will be accommodated first.
190
DOWNGRADING
TRAINING AND DEVELOPMENT PROCEDURES
INVOLUNTARY DOWNGRADING is a situation where passenger is accommodated on a

class of service lower than that paid for.
Downgrading shall generally be based on the following order of priority:
1. Non-revenue, including PAL officials except those with M category in reverse order of priority.
2. Volunteers
3. Full fare – paying passengers
GUIDELINES
During occasions where a higher density aircraft is substituted with a lower density aircraft due
to operational requirements, Reservations staff shall contact F passengers involved, advising
them of:
• Reduced on non-availability of F space, as applicable

• Entitlement to refund if they choose to remain in the flight on the lower class of service
PROCEDURES
Airport staff shall:
• Reserve the forward seats (preferably the left side) and space permitting, keep adjoining
or middle seats vacant for downgraded passengers.
• Give appropriate explanation of downgrading as affected passengers check-in.
191
TRAINING AND DEVELOPMENT STANDBY HANDLING
GUIDELINES
DEFINITION OF TERMS:
OK NOREC – Passengers holding tickets/itinerary receipts reflecting OK status but no

corresponding reservation in PSS.
OK CNLD – Passengers holding tickets reflecting OK status but whose reservations were
cancelled due to no-reconfirmation, expired in ticketing option, etc.
GOSHOW – Passengers without confirmed reservations in ticket and PSS and is prepared to
travel if space is available.
PRIORITIZATION:
Revenue passengers shall have priority over all other types of passengers except those traveling
on a “MUST RIDE” basis.
Revenue passengers on Standby passengers on standby shall generally be accepted in the

following sequence of priority.
OK NOREC Transfer passengers
OK NOREC/ OK CNLD joining passengers
Passengers with open dated tickets and those with bookings on different flights dates.
Acceptance of Standby passengers shall be on a “FIRST COME FIRST SERVED” basis if of the same
category.
When possible, there shall be dedicated counter for Standby handling.
Only authorized check-in personnel in proper uniform and appropriate ID Card shall be allowed
at the Standby counter.
PROCEDURES
FOR OK NOREC/ OK CNLD PASSENGER
Passenger presents documents to Check-in Agent at regular counter.
The Check-in Agent checks if name of passengers is in PSS.

If the passenger is booked, check-in agents proceeds with normal check-in procedure.
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STANDBY HANDLING
If not booked, check-in agent directs passenger to the Standby or any designated
counter for Standby handling.FO GO-SHOW PASSENGERS
The passenger goes directly to the Standby counter.
If the passenger approaches the check-in stall at the regular counter, the former is directed to
the Standby counter.
AT THE STANDBY COUNTER, DURING STANDBY LISTING
The passenger presents travel documents to the Check-in Agent.
The Check-in Agent checks completeness / validity of all travel documents/ requirements.
If documents are NOT complete, the Check-in Agent informs the passenger of the
necessary requirement(s) and returns all travel documents.
NOTE: IN THIS CASE, PASSENGER SHALL NOT BE LISTED ON THE STANDBY LIST/ PSS
If the documents are complete,
For manual handling, the Check-in Agent lists the name of the passenger in the
manual Standby list from as in 2.2.4.4. ILLUSTRATION, in accordance with the
sequence of priority.
For computerized handling, the Check-in Agent proceeds with the established
computerized standby listing procedure. The check-in Agent shall likewise,
accomplish a manual listing as a fallback measure.
The Check-in Agent returns travel documents and ticket/itinerary receipt to the passenger and
advises him of the status at designated counter closing time.
DURING CLOSE TIME
At 5 minutes before designated counter closure time, the Supervisor makes an announcement
informing confirmed passengers to proceed to regular check-in counters for processing.
At counter closure time, the Supervisor proceeds to que area and collects tickets of confirmed
passengers still on que after which remaining seats are released to standby passengers.
Up to 5 minutes after counter closure time the Check-in Agent accounts/ reserve seats for
passengers still on que after which remaining seats are released to standby passengers.
In case confirmed passengers arrive at que after counter closure, the Supervisor coordinates
with the Standby Check-in Agent and endeavors to provide seats for these passengers.
193
TRAINING AND DEVELOPMENT STANDBY HANDLING
DURING ACCEPTANCE OF STANDBY PASSENGERS
The Supervisor
Determines actual available seats for standby passengers.
Advises Transfer Check-in Agent, if applicable, to proceed with the acceptance of

standby passengers.
Advises Standby Check-in Agent to proceed with the acceptance of a standby

passengers as prioritized.
The Check-in Agent at the Standby Counter

Calls for passenger to be accepted.
Finalizes the check-in process of these passengers.
Accepts baggage and collects excess baggage charges, if any.

Informs passengers to proceed immediately to CIQ/ Gate.
AFTER FLIGHT CLOSURE
Check-in Agent at Standby counter submits the completed manual standby list to the supervisor
of the flight.
Supervisor of the flight prints the computerized list of promoted standby and tallies/crosschecks
with the manual standby list and the NO SHOW GO SHOW report.
In case of irregularities, the supervisor conducts an immediate investigation and reports the
findings to the Manager.
Supervisor attaches the documents mentioned in item 3.6.2 to the flight file.
RESPONSIBILITY OF OTHERS
Duty Manager monitors compliance of Supervisors and Check-in Agents on these procedures.
Manager ensures that these procedures are followed by all concerned.
194
GUIDELINES ON
COURTESY
TRAINING AND DEVELOPMENT TRANSPORTATION
GUIDELINES ON COURTESY TRANSPORTATION
1. Revenue passengers shall have priority over non-revenue passengers except those traveling on a
“must-ride” basis.
2. Priority shall be given to those holding confirmed reservations as against OK-NOREC or those
without reservations.
3. Travel on company business shall generally have priority over employees traveling on vacation
and shall, within its own category, be prioritized to recognize the different levels of urgency and
value of such company business.
a. For purposes of prioritization, company business shall be classified into crucial, very
urgent, urgent and non-urgent company business in consideration of the value of such
business as determined by the final approving officer.
4. PAL employees shall be granted higher priority over other airline personnel of the same rank
and with similar purpose of travel.
5. Employee vacation travel shall be prioritized giving recognition, among other to rank and
seniority.
6. The travel priority enjoyed during employment shall be maintained for the following personnel
and their dependents:
➢ Retirees with at least 20 years of service

➢ Retired Corporate Officers (Directors and above) with at least 10 years of service.
7. The company’s interline agreements on courtesy transportation shall, to the extent possible,
conform to the guidelines.
8. All courtesy ticket holders ate to volunteer to give up their seat in overbooked situation. If
circumstances of travel so permit.
9. In case of involuntary upgrading/ downgrading, please refer to provision guidelines in sub-
section 3.7
10. Priority classification must be strictly followed.
11. Non-revenue passengers should adhere to the dress code as provided in the Personnel Policies
and Procedures manual on non-revenue travel.
12. Non-revenue passengers shall be provided meals just like the revenue passengers.
13. Acceptance of passengers at check-in must conform to the provisions of the PRIORITY
CLASSIFICATION GUIDE.
14. “M” and all passengers with confirmed reservations shall be accepted upon check-in Passengers
without confirmed reservations and courtesy ticket holders with P,Q,S priority codes shall be
processed only 45 minutes before ETD.
15. Under normal circumstances passengers checking-in after counter closure (i.e. 45 minutes) shall
be denied acceptance.
16. Immediate dependents of PAL employees on vacation assume the travel priority of the
employees when traveling criterion applies.
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GUIDELINES ON
COURTESY
TRANSPORTATION
17. Among PAL employees with identical Priority Codes, rank criterion applies. Within the same
rank, company seniority criterion applies.
18. Once boarded for a specific destination, passengers may be downgraded but not offloaded by
passengers holding higher classification boarding en route.
19. Passengers holding Sac-N with confirmed reservations shall be accepted upon check-in the class
specified in the SAC-N. Passengers holding SAC-N authority without confirmed reservation on
the class specified in the SAC only 45minutes before flight time.
20. For courtesy tickets, upgrading shall be accordance with the passenger’s class entitlement and
related guidelines. The class entitlement specified in the passenger’s priority code shall be the
basis of his in-flight accommodations regardless of any conflicting information that may likewise
be reflected in this ticket (such as in the basis or reservation status columns.)
21. Applicable rules on free Baggage Allowance and Limitation shall be followed.
22. Flight Crew proceeding to flight assignment or for training, shall have the following travel
category/ entitlement.
➢ FDC
Reservation- Bookable F
Airport Acceptance- must ride, downgradable by confirmed revenue passengers or
confirmed corporate officers.
➢ Pursers on Operational Deadhead
Airport Acceptance- must ride, downgradable by confirmed revenue passengers or
confirmed corporate officers.
➢ Regular Cabin Crew on Operational Deadhead
Airport Acceptance- must ride
23. Revenue/ paying passengers, especially VIP/CIP, shall be given preferences in seat assignment.
24. As a general rule, Choice seats shall not be booked for non-revenue passengers. However, seats
for Extra Crew/ Operational deadheads shall be assigned in accordance with section 2.6.4.
196
NON REVENUE CATEGORY/
TRAINING AND DEVELOPMENT PRIORITY CODE
197
TRAINING AND DEVELOPMENT PRIORITY CODE

PRIORITY CODE
198
PRIORITY CODE
199
FIVE POSITIVE SPACE
ALLOCATION
TRAINING AND DEVELOPMENT (V.V. BOOKING)
FIVE POSITIVE SPACE ALLOCATION

(V.V. BOOKING)
Due to numerous queries on the handling of V.V. bookings, we reiterate here under Section 4 – Positive
Space Allocation (of the PAL – PALEA CBA):
“The company shall allocate five (5) seats per flight, based on flight number, for positive space
carriage for those traveling on trip pass benefits subject to implementation guidelines which were
agreed upon by both parties on October 16,1987 (attached as Annex “D” of this Agreement).
Employees with “P” category shall be bumped off. In the event that he is bumped off through no
fault of his own, he will be accorded all the amenities extended to bumped-off revenue passengers. His
vacation leaves shall not be affected. This supersedes item no. 7 of said Annex “D”. “Amenities for non-
revenue bumped-off passengers shall include HOTEL ACCOMODATION, MEALS, AND AIRPORT
TRANSFERS.
ANNEX D
IMPLEMENTATION GUIDELINES FOR
FIVE (5) POSITIVE SPACE SEATS.
SIGNED BY THE PARTIES ON OCTOBER 16, 1987
REGULATIONS:
1. The guidelines are applicable to regular Philippine-based personnel. Employee concerned may
be accompanied by one (1) qualified dependent. To be entitled to positive space, the qualified
dependent must travel with the employee.
2. For purposes of five (5) positive space seats, personnel holding valid PR-7 (non-revenue) tickets
with reservation entitlement of “S” or “Q” category shall secure upgrading to “P” category for
seat accommodation in accordance with normal reservation booking procedures.
3. Availment of the five (5) positive space seats shall be based on a “first-come, first-served” basis.
4. The five (5) positive space seats shall be limited to approved vacation travel. Vacation leave
applied for this purpose cannot be suspended or cancelled once “P” category has been secured
and availed of.
PROCEDURES:
Personnel wishing to avail of this privilege of upgrading to “P” category and of confirmation of
space covered by these regulations must”
a) Hold a valid PR-7 (non-revenue) ticket. Qualified dependent accompanying the employee must
also hold a valid PR-7 (non-revenue) ticket.
(Presently we are using the 079 series tickets as a replacement for the PR-7 (non-revenue) ticket. To
distinguish this from revenue ticket, 1 diagonal line is drawn on the ticket for bookable category and 2
diagonal lines are drawn on the ticket for space available category. Eventually we shall adapt electronic
ticketing for employees and dependents traveling on non-revenue tickets.)
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CSA ACTIVITIES AT THE
C.I.Q DEPARTURE
LEVEL
1. GET A RADIO FROM THE GUARD ON DUTY
SIGN IN: State your identity and area of assignment to the Station Control
through your radio when you start your duty.
2. DIRECT PASSENGERS TO THE IMMIGRATION COUNTERS
This will facilitate the Immigration processing of passengers. Segregate passengers

whose flights are leaving shortly or those whose flights are currently on its boarding
process and directs them to shorter queues.
3. KEEP ON HAND ENOUGH E/D CARD (DEPARTURE CARDS)
In case some passengers were not given the E/D Card at the check-in counter, they
don’t have to go back to the check-in counters to secure one.
4. COORDINATE WITH STATION CONTROL AND WITH THE PSA ASSIGNED AT THE BOARDING GATES
DURING FLIGHT BOARDING.
Close coordination with the CSA assigned at the boarding gates and the Station Control
is maintained at all times especially when there are passengers missing or with
problems during the final boarding stage. CSA advises all concerned on problems and
updates regarding passengers who are clearing with immigration.
5. ASSIST PASSENGERS WITH PROBLEMS AT CIQ.
CSA directs passengers to the proper office or authority when needed.
6. LOCATE MISSING PASSENGERS
CSA exerts all efforts in locating passengers who are missing at the boarding gate.
7. ASSIST PASSENGERS WHO ARE LEFT BEHIND.
They did not show up at the boarding gate on time.

They have insufficient documents.
8. SIGN OUT: Inform Station Control through your radio when you are off duty
And surrender your radio to the guard on duty.
201
TRAINING AND DEVELOPMENT MABUHAY/ V.I.P LOUNGE
Mabuhay/ V.I.P Lounge are used as resting and waiting area for PR passenger travelling on PR flights.
The following passengers shall be invited to the Mabuhay/ V.I.P Lounge:
1. Platinum Card Holders, regardless of class of service (plus for travelling companions, regardless
of class of service)
2. Legitimate/ Revenue Business Class passengers.
3. Mabuhay Miles members (except when travelling on Econolight Class)
- Million Milers (plus one travelling companion, regardless of class of service)
- Premiere Elite (plus one travelling companion, regardless of class of service)
- Elite Members
4. Special handling from the Office of the Chairman, Office of the Deputy CEO, Office of the
President & COO and Office of the VP – Airport Services
5. Non- revenue ticket holders travelling on Business Class
a. Due to limited space, the Mabuhay Lounge staff shall advise the counter DM/ Supervisor to stop
issuing Lounge invitations to NR passengers once the Lounge is full.
b. Pilots on duty are refrained from entering the Mabuhay Lounge. Deadheading crew on official
business travel (not in uniform) may be allowed to enter the lounge. At stations where wearing
uniform is required, deadheading crew on official business travel may be allowed entry to the
lounge provided they are wearing the proper civilian attire e.g. barong or shirt and tie. They may
change to required uniform while in flight. When the lounge is full, crew must give way to
revenue passengers so they can fully enjoy the benefits of the Lounge (ref: OZ/08-073 revised
dated October 2008).
c. Non- revenue, including AD/ ID75 passengers shall be restricted from using the V.I.P Lounges
operated by other airlines, airport authorities or service providers where PAL pays for each
passenger accommodated, with the following exceptions:
6. Upgraded passengers with SAC Authority, other than those handling Million Milers, Premiere
Elite and Elite Mabuhay Miles membership, shall be accommodated only at stations where PAL
operates the Mabuhay Lounge (Philippines, San Francisco, Honolulu).
The automated Mabuhay Lounge invitation shall be used for all PAL and PALEX flights.
For control purpose and to safeguard the issuance of the forms, no manual invitation shall be
issued. Passengers who will proceed to the lounge without proper invitation shall be courteously
denied entry. Each entitled passenger, including traveling companion shall be issued and
invitation.
202
TRAINING AND DEVELOPMENT BOARDING PRIORITY
GENERAL GUIDELINES IN PASSENGER BOARDING
1. Safety, comfort and convenience are the prime considerations.
a. Proper functioning of air bridges / motorized air steps.

b. If mechanical transport is not available, high risk areas like oil spots and wing tips shall be
avoided.
c. Transit passengers shall embark first.
2. Passenger air steps / air bridges may be removed only after proper coordination with the Cabin
Crew.
3. Announcements shall be made so passengers are duly informed of the flight boarding status.
ORDER OF BOARDING PRIORITY
1. Sick / Incapacitated / Unaccompanied Minor / Deportee / Inadmissible

2. Elderly / Pregnant Passengers
3. Passengers with infants and small children
4. Economy Class passengers are usually boarded by rows
5. Business Class, Premier Elite and Elite passengers may board at their convenience
203
TRAINING AND DEVELOPMENT EMBARKATION
BASIC GUIDELINES
1. Safety, comfort and convenience of embarking passengers are the prime consideration in
the following:
- Proper functions of aerobridges or motorized air stairs.

- Where mechanical transport is not available, high risk areas, which might cause
accidents, e.g. oil spots, wing tips etc., shall be avoided.
- At transit/ immediate stations, transit passenger shall embark first.
2. Passenger’s steps/ aerobridges may be removed only after coordination with cabin crew.
3. Appropriate announcements shall be made so that passenger is duly informed on the status
of the flight/boarding.
4. Station Head or representative shall coordinate with the Pilot in Command and Flight Purser
for passenger boarding after systems check (EDC) and catering provision check (CC) are
completed.
5. In case of trickle boarding:
i. Sick or passengers with disability
ii. Elderly and expectant mothers
iii. Passengers with infants/ children
iv. All other Economy Class passengers.
Million Milers, Mabuhay Class passengers, Mabuhay Premier Elite, Elite members may board at
their own convenience.
Notes: The standard boarding times are as follows:
ON GROUND/ TURN AROUND

PASSENGER CABIN CREW FLIGHT DECK CREW
(MINS. BETD) (MINS. BETD) (MINS. BETD)
AIRCRAFT TYPE
B777 45 65 55
A340/A330 35 55 55
A300 30 50 55
A320/A319 25 45 55
ANNOUNCEMENTS
1. Passengers shall be kept duly informed on the progress or status of the flight departure.
2. Announcements shall be normally made on the following:
i. Pre-boarding call
ii. Boarding call
iii. Final boarding call
204
EMBARKATION
iv. In case of delays

v. Other information related to the flight, e.g., cancellations, Route Change, etc.
3. Announcements shall be made on English as well as local language.

4. Announcement shall be made by a ground staff with clear voice and good diction,
preferably one who has undertaken a speech clinic/course.
STANDARD TEXTS
1. Pre-Boarding Call is normally made to:
i. Remind passengers to complete other airport formalities such as immigration clearance.

ii. Remind passengers about hand-carry allowance/limitations.
iii. Inform passengers about specific boarding procedures.
2. Boarding Call shall consist of:
i. Airline/Flight number
ii. Destination(s)
iii. Gate number
iv. Other pertinent details, e.g., shuttle service
3. Final call normally consists of all elements of the Boarding Call and includes the information
“final boarding process”.
4. Delayed departure announcement, duration known, shall consist of:
i. Flight number
ii. Destination(s)
iii. New approximate departure time
iv. Cause of delay, example of which are:
1. Final servicing on the aircraft (for short duration)

2. Technical servicing of the aircraft (for long duration)
3. Late arrival of aircraft
4. Other reasons such as weather, air traffic, runway obstruction, etc.
5. Creeping delay announcements, delay due to technical trouble and duration unknown normally
consists of all elements of known delayed departure except that the delay is INDEFINITE.
205
TRAINING AND DEVELOPMENT BOARDING GATE
CSA No. 1 (LEAD CSA)
1. Stand by at the boarding gate and wait until CSA no.2 finished her boarding announcements.
2. Together with the CSA no.2 start boarding passengers. Request them to fall in line and have
boarding passes ready.
3. As each boarding pass is presented, scrutinize the flight number and destination, and visually
check if the boarding pass has been stamped by Immigration. Detach and keep the other stub.
4. Turn over the torn stubs to CSA no.2 by 20’s
5. Continue the boarding process. If there are any over-sized hand carried items, intercept them,
and explain to the passenger and have CSA no.2 tag the bags to the destination.
6. Tally the cards with the CSA no.2
7. Advise the Supervisor and the Station Control (Ramp) when all the passengers have boarded
(AOB).
8. Stand by at the gate until the plane has taken off, then proceed to your next flight assignment.
CSA No. 2
1. Announce the flight boarding procedure.

2. Assist CSA no.1 in requesting passengers to fall in line and have boarding passes ready.
3. Get the final/total load through the Sabre Check-in System or Station Control.
4. Collect the smaller stubs detached by CSA no.1 by 20’s
5. Segregate and arrange the stubs and use the Sequence/Manifest Control form.
6. When there are no more passengers boarding, repeat the boarding announcements.
7. Count the cards. Tally the total stubs collected against the total passenger load.
8. If there are any missing passengers to be identified, retrieve their Sequence/Manifest number
through the Sabre Check-in System.
9. Call and inform the NAIA paging room to make a final boarding announcement on your assigned
flight. If the missing passengers are identified, give the passenger’s name for paging.
10. Advise the Satellite Supervisor and the Station Control when all the passengers have boarded
(AOB) the flight.
11. When all passengers are on board, together with CSA no.1 stand by at the gate until the plane
has taken off. Endorse the terminal fee stubs to the NAIA Terminal fee collector and the
boarding stubs together with the flight coupons to the Documentation Clerk/ Representative. In
the event passengers are left behind, follow the same procedures for no-show passengers at the
boarding gate.
206
PRE-FLIGHT ACTIVITY
1. Ensure completeness of materials.
A. PAL FLIGHTS
❖ Flight Activity Report (FAR)

❖ Limited Release Baggage Tags
❖ Interline Baggage Tags
❖ Priority Tags and Hand-carry Tags
❖ Fragile and Name Label stickers
❖ Sequence Manifest Form
❖ Documents Transmittal Form
❖ Declaration and Release Form
❖ SRI / Dispatch Envelope
❖ Extra Boarding Passes
❖ Delay Message Form
❖ EMIS / MEDIF Forms
❖ UM Forms / Envelopes / Badges
For US Flights bring additional materials like:
❖ TWOV I-94T Envelope and Form (suspended UFN)

❖ VWPP I-94W Form
NOTES:
- Do document redundancy check of all passengers bound for

US/CANADA/GUAM/AUSTRALIA/KOREA and CHINA flights
- On Singapore-bound PR flights, retrieve profile list in anticipation of any offloading due to
Immigration Problem.
- For US flights, ensure that photocopy of documents of profile passengers are endorsed to
Flight Purser.
For Transpacific, Korea, China and Australia flights check and update check-in records of
passengers (passenger’s full name, nationality, passport number, date of birth, visa
number).
207
FLIGHT HANDLING
A. PRE – BOARDING
1. Accomplish Flight Activity Report in duplicate.

2. For PAL flights, check with Station Control (MSC / Kilo Oscar) for aircraft spotting and release
time.
3. Monitor and log completion of cabin cleaning and catering servicing. For PAL US flights, monitor
start of cabin security check as well as completion. For Middle East flights, ensure presence of
PAL Security Personnel prior to boarding.
4. Log down the boarding time of Cabin Crew (CC) and Flight Deck Crew (FDC) and relay to Station
Control the actual time they boarded the aircraft.
❖ INITIAL – time of arrival at the gate of CC and FDC

❖ COMPLETED - time of actual boarding of all CC and FDC
5. For US flights, check the list of TWOV passengers in the computer, page them and collect the
following documents; Passport, Ticket, Baggage Claim Tags, fully accomplished I-94T Form and
put inside the TWOV envelope. Counter-check list of TWOV passengers before endorsing the
documents to the Flight Purser. (suspended until further notice)
6. Constantly call-up paging room for reminders
7. For Middle East flights, make necessary announcements regarding prohibited items.
8. Go around the holding area to check for oversized hand-carry and at the same time interact with
passengers. Intercept and tag any oversized hand-carry. Detach lower portion of tag and stick on
FAR.
9. For all flights utilizing concourse gates, give a transit card in exchange for the other half of
boarding pass should the passenger leave the holding area.
10. Check with Flight Purser and Captain if aircraft is ready for boarding. Specify timings for
particular aircraft.
11. Make a pre-boarding announcement.
B. BOARDING
1. Call up Station Control and Paging room to signify boarding. Make boarding announcement
2. Start boarding passengers by rows. CSA No.1 positions himself at the gate.
❖ If utilizing concourse gates, re-check boarding passes if torn.

❖ If utilizing satellite, tears boarding passes and checks correct flight number. Check
immigration stamp and terminal fee receipt.
3. Intercept and tag hand-carried baggage inadmissible in cabin.
4. Count by 20’s and tick off from the Sequence Manifest Form or do the computer tick. Segregate
boarding passes according to class of service and separate Infant boarding passes. Re-check
flight number and flight coupon attached.
5. Check and verify passenger final load.
208
6. Call Mabuhay Lounge if ready to board, Business Class, Million Miler, Premier Elite and Elite
passengers.
7. Call paging room for final boarding announcement, fifteen minutes before departure time.
8. Identify the missing passenger as per Sequence Manifest Form/ Computer Tick indicating the
sequence number, name of passenger, seat number, destination and pieces of checked-in
baggage. Relay information to Satellite Supervisor and Station Control.
❖ Note down running total of boarded passengers per class of service.

❖ Call paging room and ask them to name-call missing passenger(s)
❖ Double check the seat inside the aircraft if the missing passenger(s) is already on
board. Relay information to Satellite Supervisor and Station Control.
❖ Ask the Flight Purser to page for the missing passenger(s) inside the aircraft.
❖ Make a name-call of the missing passenger(s) inside the holding area over the PA
system.
9. Reconfirm the final load given with the Satellite Supervisor or Station Control.
10. Re-count boarding passes and tally with final load. Manual check-in XCR should not be included
in final count of stubs.
11. If there is Security Restricted Item (SRI), accomplish SRI tag by indicating passenger name, seat
number and description of the item. Indicate this information including tag numbers in the FAR.
Prepare Document Transmittal form for SRI and endorse SRI box to security personnel for cargo
loading.
12. Coordinate with Satellite Supervisor, Station Control and Load Controller for any last-minute
offloading on the flight (i.e. no show).
13. Declare “ALL ON BOARD” only if all passengers are accounted for. Relay to Station Control all
timings (AOB, Closing of Aircraft door, push back, etc.)
14. Fill up the remarks portion of the FAR regarding handling of flight (normal handling, cause of
delay, etc.)
• POST – FLIGHT ACTIVITY
1. Let the Terminal Fee Collector sign in FAR.

2. Wait for PUSH BACK and as much as possible until the aircraft is airborne.
3. Do not leave any unused company materials at the gate.
4. Make sure working area is clean.
5. Call SOLARI or FIDS regarding the status of the flight
209
PASSENGER HANDLING
FOR REMOTELY PARKED
TRAINING AND DEVELOPMENT FLIGHTS
PASSENGER HANDLING FOR REMOTELY PARKED FLIGHTS
To ensure excellent on-time reliability and superb service to our passengers, we hereby fine
tune the passenger handling procedures for ALL remotely parked flights.
ARRIVAL FLIGHTS
1. Ten minutes before estimated time of arrival, CSA takes the MIAA Cobus to the remotely parked
aircraft (with wheelchair attendants when wheelchair handling is necessary).
2. GEO attaches air stairs to the disembarkation door of the aircraft.
3. Upon seeing that the Cobus arrived, Ramp Supervisors knocks on the aircraft door to signify that
air stairs are properly attached, and that the flight is ready for disembarkation.
4. Ramp Supervisors assists cabin crew with the opening of aircraft door and properly adjusts air
stairs handrail.
5. CSA by the aircraft receives endorsements from the Flight Purser / CA11 / CA1, welcomes
incoming passengers, and directs them to take the MIAA Cobus.
Note: In case of rainfall, Ramp Supervisors ensures that at least 5 umbrellas are available for
passenger use, especially to cross the gap between the Cobus and the air stairs. (Reference: SQS
03-08-018 dated 08August 2003)
6. CSA by the aircraft joins LAST bus, along with the passengers who need special assistance such
as INAD, UM etc. He / She should not leave the aircraft unless all passengers have already
disembarked.
210
PASSENGER HANDLING FOR
REMOTELY PARKED
TRAINING AND DEVELOPMENT FLIGHTS
DEPARTURE FLIGHTS
1. Ten minutes before standard time of passenger boarding, MSC CSA3 (information coordinator)
reminds Ramp Supervisor to initiate boarding with Flight Purser/ CA11/ CA1. The ten-minute
difference accounts for the travel time of the shuttle bus, and the passenger queue towards and
off the bus.
2. Ramp Supervisor informs Flight Purser/CA11/ CA1 that boarding will commence.
3. Ramp Supervisor advices MSC CSA3 that flight is ready for boarding.
4. Upon receipt of MSC advisory, CSA directs passengers to take the shuttle bus, and joins the
FIRST bus to the aircraft.
5. Ramp Supervisor notes down the actual time of shuttle bus arrival.
Note: In case of rainfall, Ramp Supervisor ensures that at least 5 umbrellas are available for
passenger use, especially to cross the gap between the shuttle bus and the air stairs. (Reference:
SQS 03-08-018 dated 08August 2003)
6. CSA by the aircraft directs the passengers to take the air stairs to the aircraft. He / She assists
the cabin crew with any problems that may be encounters, such as double seating etc.
7. Upon establishing the completeness of passengers for the flight, CSA at the remote gate
transmits the bus number of the last bus (through radio) to the CSA by the aircraft.
8. CSA by the aircraft ensures that all passengers are encountered for, and informs cabin crew
about the last boarded passenger, as completed (all onboard).
9. Ramp Supervisors adjusts air stairs handrail and assists cabin crew with the closing of aircraft
door.
10. GEO retracts air stairs from aircraft door.
211
TRAINING AND DEVELOPMENT ARRIVAL AREA
SPECIFIC FUNCTIONS OF THE CSA MEETING THE FLIGHTS
CSA NO. 1
1. Prepares the Arrival Endorsement Form. (or CSA no. 2)

2. Checks the definite arrival of time of the flight to be met. CSA also coordinates with Transfer
Desk for any MAAS passengers or any Special Handling instructions regarding the handling of
the flight.
3. Waits for the flight arrival. CSA must be at the boarding gate at least thirty (30) minutes before
the definite arrival time of the flight.
4. As soon as the aircraft is parked, CSA proceeds to the steps and waits for the passenger to
deplane.
5. Coordinates with the Customs Officer who will give the go-signal to allow the passengers to
disembark. (or CSA No. 2)
6. Greets and leads the first passenger who disembarked and show directions leading to the
Immigration/Arrival area; segregates transfer passengers and show them the direction to
Transfer Counter/Desk; then goes back to the aircraft to check if there are some more
passengers who require assistance.
7. When all passengers have disembarked, CSA proceeds to his/her next flight assignment.
CSA NO. 2
1. Prepares the Arrival Endorsement Form (or CSA no. 1)

2. Checks the arrival time of the flight to be met as well special handling information pertaining to
the flight.
3. Together with CSA no. 1, waits for the arrival at the holding area.
4. As soon as the aircraft is parked, CSA coordinates with the Flight Purser sign the Arrival
Endorsement Form and give a copy.
5. Greets deplaning passengers and shows them the direction to the arrival area, without leaving
the aircraft door/steps, and looks out for passengers who needs special assistance.
6. Waits for all passengers to deplane before leaving the aircraft door/steps either by inquiring
through the Flight Purser or checking inside the aircraft. However, if a passenger requires
assistance, CSA may go with that passenger and provide the necessary assistance.
212
TRAINING AND DEVELOPMENT TRANSFER DESK
The assigned Transit CSA shall secure a radio from the guard on-duty to be used at the Transfer Counter.
Transit CSA shall check the Transit Endorsement Logbook for any endorsement or pending transaction to
be completed.
PRE – CHECK IN
1. Check the flight schedule for the day and the flight covering the shift of the CSA.
2. Prepare the Passenger Name List (PNL) and reconcile this with the Passenger Transfer Manifest
(PTM) in order to get complete data regarding the expected number of transfer passengers
arriving on a flight.
3. Check-in the passenger based from PTM/PNL.
4. Print the boarding passes according to the flight number in alphabetical order.
5. Arrange the boarding passes according to the flight number in alphabetical order.
6. Keep and place the boarding passes inside the pigeonhole.
NORMAL/ACTUAL CHECK – IN
1. Greet the transfer passenger and ask for their travel documents.
2. Check-in the passenger by processing their travel documents – tickets, passports and visas (if
applicable).
3. Ask if the passenger has check-in baggage. Check if the baggage has been tag to its final
destination or if re-tagging is needed.
4. Identify and list the number of check-in baggage of the passengers together with the
corresponding tag number and destination.
5. Coordinate with Baggage Breakdown for the ensure loading of the transit baggage.
6. Indicate the notations needed on the ticket and lift the correct flight coupon.
7. Recap your transaction with the passenger regarding flight details and encircle gate number and
boarding time on the boarding pass.
8. Give proper directions and bid farewell to the passenger.
213
PASSENGER TRANSFER
TRAINING AND DEVELOPMENT MANIFEST
The PTM provides enroute stations with information regarding transfer passengers and their checked
baggage. It is sent to downline stations separately immediately after flight departure.
EXAMPLE:
A. QD MNLKHPR
B. .SFOKZPR 121450
C. PTM
D. PR105/ 28
E. PR 300
F. 2JONES / BMR / SMRS / INF / Y2 INF1 B3
1TENG / GMR Y1 B1
1BAKER / SMS Y1 B1
1CHAN / SMR RQ1 B1
H. PR209
I. - SYD
J. 4KARLSON / NMR / JMRS / CHD2 Y2 CHD2 B5
1NASSE / EMRS Y1 B1
1ABEL / WMR RQ1 B1
2MARCIAL / RMR / MMRS / SA1 B3
K. =
214
PASSENGER TRANSFER
TRAINING AND DEVELOPMENT MANIFEST
EXAMPLE:
A. QD Teletype Priority Code

MNL Address (City / Airport Code)
KH Airline Office Designator Code
PR Airline Code
B. .SFO Sender (City / Airport Code)
KZ Airline Office Designator Code
PR Airline Code
121450 Date / Time (in GMT) of Transmission of Message
C. PTM Message Identifier Code for Passenger Transfer
Message
D. PR105/ 28 Flight Identifier / Date
E. PR300 Connecting Flight
F. - HKG Pax’s destination on connecting flight
G. 1) Pax Jones 02 Economy Class 01 Infant with 03
pieces of baggage
2) Pax Teng / GMR 01 Economy Class with 01 piece
of baggage
3) Pax Baker / SMS 01 Economy Class with 01 piece
of baggage
4) Pax Chan / DMR traveling on Request Status on
Economy Class with 01 piece of baggage
H. PR213 Connecting Flight
I. - SYD Pax’s Destination on connecting flight
J. 1) Pax Karlson 01 Economy Class and 02 children
with 5 pieces of baggage
2) Pax Nasse 01 Economy Class with 01 piece of
baggage
3) Pax Abel traveling on Request Status on
Economy Class with 01 piece of baggage
4) Pax Marcial party of two traveling on Space
Available with 03 pieces of baggage
K. = End of Message
215
PASSENGER SERVICE
TRAINING AND DEVELOPMENT MESSAGE
The PSM provides disembarking and transit stations with information on passengers of a particular flight
requiring assistance or special handling.
EXAMPLE:
A. QD MNLKHPR
B. .SYDKZPR 261245
C. PSM
D. PR210/28
E. -MNL
F. RAMOS/F STCR TRVLG W/DR AGUSTIN
REYES / I CIP VP – SALES ALPHA CO
SANTOS / MEDA / RECENT BACK OPERATION CAN NOT WALK
LONG DISTANCE
PRUDENCIO / B UM08
BELTRAN / M BLND
G. =
EXPLANATION:
A. QD TELETYPE PRIORITY CODE

MNL Address (Airport / City Code)
KH Airline Office Designator Code
PR Airline Code
B. SYD Sender (Airport / City Code)
KZ Office Designator Code
PR Airline Code
261245 Date and Time (GMT) of transmission of message
C. PSM Message Identifier
D. PR210/28 Flight Identifier / Date
E. -MNL Station involved / concerned (always preceded by
a hypen)
1) Pax Ramos – on a stretcher traveling with Dr.
Agustin
2) Pax Reyes – Commercially Important Passenger
3) Pax Santos – Medical Assistance required
4) Pax Prudencio – Unaccompanied Minor age 8
yrs.
5) Pax Beltran – Blind passenger
G. = End Of Message
216
HANDLING OF TRANSIT
PASSENGERS AT TRANSFER DESK
TRAINING AND DEVELOPMENT INTERNATIONAL TERMINAL 2
In coordination with the bureau of Immigration Head NAIA T2, the following enhanced procedures in the
handling of transfer passengers shall be observed effective 01 April 2014:
AT TRANSFER DESK INTERNATIONAL TERMINAL 2
1. After processing transfer passengers, Transfer Desk agents shall return the travel documents
to the passengers regardless of their nationalities (restricted or non-restricted). There shall
be no collection of travel documents for safekeeping at the transfer desk unless the
passenger is a DEPO on INAD.
2. Arriving Transit passengers per flight shall be escorted by PR Security Staff to the Pre-
Departure Area thru the access stairs. Passengers shall no longer be requested to stay at the
Transit Lounge until 2 hours BETD.
3. Transfer Desk Agents shall provide the Immigration Office with Passenger Transfer Message
(PTM) per flight to account for the number of transfer passengers.
AT PRE-DEPARTURE AREA
1. Security personnel shall guide the Transfer Passengers to the designated Immigration
counter for Transit Passengers. After which, passengers shall be led to the Pre-Departure
Are.
2. Security shall deploy security personnel at the two (2) Exits where the X-ray machines are
located to ensure that transfer passengers with boarding passes marked with “Transfer” do
not leave the Pre-departure Area.
3. Security shall likewise deploy security personnel to man the International and Domestic
galleries.
Reference:
Memo: AOD14/03-053 dated 21 March 2014
217
CHECK – THROUGH OF
PASSENGERS TRANSFERRING
TRAINING AND DEVELOPMENT VIA MANILA
In consideration of facility and security constraints, the following procedures for check-through of
passengers transferring via Manila shall be implemented:
Check-through of passenger and baggage will be allowed only under the following conditions:
1. Flight bookings are under one (1) PNR,

2. Transfer is within NAIA Terminal,
3. Connecting flight is within the same day or, if the international flight is arriving MNL at 1800H or
later, the connecting flight is leaving not later than 0800H the next day and
4. At no instance shall passenger and baggage from domestic flights be checked-thru if the
connecting flight is the next day.
Note:
No baggage shall be checked-thru if passenger is not checked-thru.
Domestic Stations shall advise passengers with priority baggage to claim them at Carousel 2 (domestic
wing) in Manila. Reports have been received from passengers complaining about lack of information and
inconvenience caused by waiting for their baggage at the wrong carousel.
Reference: Inter-Office Memorandum ASD09/ 03-083
218
MEAL VOUCHER and
TRAINING AND DEVELOPMENT SERVICE VOUCHER
219
COMPLIMENTARY TRANSFER
SERVICE FOR PR CONNECTING
FLT CODESHARE FLTS
TRAINING AND DEVELOPMENT AND V.V
STARTING 01 JULY 01 COMPLIMENTARY TRANSFER SERVICE WILL BE AVAILABLE TO PR

PASSENGERS CONNECTING TO CODESHARE FLTS. AND V.V – NAIA 1 TO CENTENNIAL T2 VICE
VERSA.
CONDITIONS FOR ACCEPTANCE:

- ---------------------
- PASSENGERS ARRIVING FROM PR FLTS AND CONNECTING TO CODESHARE FLTS LIKE

EK/CX/QR/MH/BI/NX/2P AND V.V WITHIN 24HRS UPON ARRIVAL IN MANILA
- PASSENGERS HOLDING TICKETS ON CODESHARE FLTS W/ - PR – ON CARRIER BOX
- PASSENGERS HOLDING REVENUE TICKETS INCLUDING ID/AD50
- NAME OF PASSENGER AVAILING SHOULD BE REFLECTED ON THE TICKET
THE COURTESY TRANSFER SERVICE IS NOT TRANSFERABLE OR COVERTIBLE TO CASH OR

ANY OTHER FORM OF AMENITY.
UPON ARRIVAL IN MANILA ELIGIBLE PASSENGERS WILL BE REQUESTED TO PROCEED TO

PAL TRANSFER DESK AT BOTH NAIA 1 OR CENTENNIAL T2 FOR THEIR SERVICE VOUCHERS
WHICH WILL BE SUBMITTED TO THE TRANSFER SERVICE PROVIDER AT THE ARRIVAL
AREA OF NAIA 1/C2.
220
AIRSIDE TRANSFER
FOR T2 AND T3
Effective 01 December 2008, passengers transferring via Manila with confirmed connecting flight on PR,
shall be provided with free airside shuttle service to and from T2 and T3.
The following guidelines and procedures shall be implemented:
A. TRANSFER FROM T3 to T2
DOMESTIC to INTERNATIONAL/DOMESTIC
1. Upon arrival at NAIA 3, passenger will go through the normal arrival handling procedures at
T3 up to the baggage claim area where they will have to claim their check-in (hold) baggage
from the arrival carousel.
2. Transfer passenger/ baggage connecting to T2 will be directed to proceed to the designated
transfer desk, manned by 2P for verification, validation and issuance of transit card. Once
identified, the Staff at the transfer desk will prepare a passenger/ baggage list in three (03)
copies for records, reconciliation and reference purposes.
3. After processing at the transfer desk, the passenger, together with his/ her baggage will be
directed and escorted by 2P staff through the passageway leading to the T3 x-ray and
screening area for proper check and screening before the transit lounge.
4. The 2P GH staff at the Transit Lounge (T3) shall check the transit cards prior to boarding.
5. Gold leaf security personnel at the Transit Lounge shall match baggage claim stub against
the baggage tag.
6. Passenger will then be boarded on the MacroAsia bus and transferred to T2 via airside
access.
7. Gold Leaf Security personnel shall be on board the bus to escort, monitor and control
passenger/ baggage and will have a copy of the passenger/ baggage list. Verification of
passengers may be conducted at any of the MIAA security check points situated along the
Nayong Pilipino airside access road.
8. Bus route:
T3 ramp (in front of transit lounge) – North GA access road – old domestic – South GA
access road – Nayong Pilipino access road – exit North Gate Terminal 2 – take U-turn before
Nayong Pilipino Vehicle Checkpoint and proceed to NAIA 2 departure area for
disembarkation.
9. Passenger will proceed to domestic or international check-in counter and go through the
normal security screening.
B. TRANSFER FROM T2 to T3
INTERNATIONAL to DOMESTIC
1. Arriving International transit passenger will clear with Immigration; claim his/her baggage
with Customs at the special Customs counter. Baggage will be tagged with the yellow
“Cleared by Philippine Customs” tag. Passenger with his/her hold baggage will then proceed
221
AIRSIDE TRANSFER
FOR T2 AND T3
to the Transfer Desk on a “counter flow mode”, where they will be issued transit cards for
identification.
2. CSA at Transfer desk shall prepare a passenger/ baggage list in three (03) copies for records,
reconciliation and reference purposes. CSA will lead the passenger to the MacroAsia bus
located at the bus gate. The MacroAsia bus can be contacted using the PAL radio channel 10
– PALEX Station Control.
3. Passengers will board the bus through the bus gate at the airside rotunda curb side and will
be transferred to NAIA T3 via airside access.
4. Security screening will be conducted outside the COBUS gate, beside the bus. Passenger
shall undergo frisking and baggage matching. Baggage shall be screened by K-9 unit, prior to
boarding the bus.
5. CSA will endorse passenger/ baggage manifest to the Gold Leaf Security stationed at the
bus.
6. Gold Leaf Security shall make sure only passengers with transit cards will board the bus.
Gold Leaf Security personnel shall be on board the bus to escort, monitor and control
passenger/ baggage and should be in possession of a copy of the passenger/ baggage list for
presentation to any check point along the way when required.
7. Bus route:
T2 domestic airside rotunda bus gate – T2 ramp – Nayong Pilipino access road – South GA
access road – old domestic ramp – North GA access road – T3 ramp – exit at Gate 101 (T3
North Gate) and proceed to passenger entrance gate for normal departure handling
procedure.
8. Upon arrival at the curbside of NAIA 3, Gold Leaf Security on board the bus shall collect the
transit card, upon passenger disembarkation and direct the passengers to proceed to the
check-in lobby for the standard departure security and check-in procedure.
9. Gold Leaf Security will give back the transit cards to PAL Transfer Desk.
DOMESTIC to DOMESTIC
1. Arriving Domestic passengers will claim their baggage and proceed to the transfer desk for
the issuance of transfer card.
2. CSA at the Transfer Desk shall prepare a passenger/ baggage list in three (03) copies for
records, reconciliation and reference purposes. CSA will lead the passenger to the
MacroAsia bus can be contacted using the PAL radio channel 20 – PALEX Station Control.
3. Passengers will then proceed to the bus gate where they shall undergo hand wand check
and their baggage shall be screened by K-9 prior to boarding the bus.
4. Passengers will board the bus through the bus gate at the airside rotunda curbside and
transferred to NAIA T3 via airside access. Before boarding, PAL Security personnel will
check/ collect baggage claim checks for reconciliation.
5. Gold Leaf Security personnel shall be on board the bus to act escort, monitor and control
passenger/ baggage and should be in possession of a copy of the list for presentation to any
check point along the way when required.
222
AIRSIDE TRANSFER
FOR T2 AND T3
6. Bus route:
T2 domestic airside rotunda bus gate – T2 ramp – Nayong Pilipino access road – South GA
access road – old domestic ramp – North GA access road – T3 ramp – exit at Gate 101 (T3
North Gate) and proceed to passenger entrance gate for normal departure handling
procedure.
7. Upon arrival at the curbside of NAIA 3, Gold Leaf Security on board the bus shall collect the
transit card, upon passenger disembarkation and direct the passengers to proceed to the
check-in lobby for the standard departure security and check-in procedure.
8. Gold Leaf Security will give back the transit cards to PAL Transfer Desk.
THE NEW MCT (MINIMUM CONNECTING TIME) BETWEEN T2-T3, V.V. SHALL BE AS FOLLOWS:
INTERNATIONAL – DOMESTIC
PR (T2) to PR (T3) – 1 hour
PR (T2) to 2P (T3) – 1 hour
2P (T2) to PR (T3) – 1 hour
DOMESTIC – INTERNATIONAL
PR (T3) to PR (T2) – 1 hour
2P (T3) to PR (T2) – hour
PR (T3) to 2P (T2) – 1 hour
Reference: Inter-Office Memorandum ASD08/11-456
223
TRAINING AND DEVELOPMENT SERVICE STANDARDS
SERVICE STANDARDS HOW TO ACHIEVE STANDARDS

The CSA exudes professionalism 100% of the ➢ The CSA treats customers equally
time regardless of race and/or oral social rank
➢ The CSA is not observed to be eating,
chewing gum, drinking, and/or reading
newspapers and magazines
➢ The CSA avoids boisterous laughter
➢ The CSA does not engage in
conversations of a personnel nature with
colleagues in front of customer.
➢ The CSA is not observed to be conserving
on the cellular phone or texting while
meeting a flight or assisting a passenger.
The CSA wears the prescribed uniform in the ➢ The company ID must be worn with the
appropriate manner 100% of the time. uniform at all times, while on duty
➢ The female staff wears the company
issued blouse (tucked-in), scarf and skirt
➢ The male staff wears the company
issued shirt (tucked-in, tie and trousers.
The CSA is neat, well-groomed and professional ➢ The hair is neat, well combed and kept
looking 100% of the time. away from the face. For the male staff,
the length of the hair must not touch the
collar.
➢ For the female staff, the shoes is plain,
black pumps; shoe material is leather or
leatherette; style is not open-toes, sling
back or stiletto-heeled.
➢ For the male staff, the shoes is plain
black, leather or leatherette type and
well-polished.
➢ For the female staff, the shade of
stockings is off-black. For the male staff
black or navy blue socks.
➢ For the female staff, appropriate day
make-up is worn; lips have a touch color
in shades of red, pink or natural; and
eyes enhanced with eye-shadow or eye
liner.
The CSA is available at the arrival gate upon ➢ The Transfer Desk Supervisor ensures
disembarkation of the passengers 100% of the that scheduling of CSAs allows all arrival
time and handles all endorsements from Flight flights to be manned
Purser. ➢ The Transfer Desk Supervisor ensures
that delayed flight arrivals are properly
scheduled for CSA manning
The disembarking passengers are directed ➢ The CSA is visible upon disembarkation
224
TRAINING AND DEVELOPMENT SERVICE STANDARDS
towards the Immigration area. to direct passengers towards the

Immigration are.
The CSA projects customer-focused behaviors ➢ Upon disembarkation of passengers, the
through customer friendly words and body CSA greets them “Good
language 100% of the time. Morning/Afternoon/Evening, Ma’am/Sir.
Welcome to Manila!”
➢ The CSA projects a smiling face.
All passengers requiring special assistance ➢ The Transfer Desk Supervisor monitors
specifically WCHR, UMNR, MAAS are all incoming telex messages for arriving
immediately afforded the appropriate assistance passengers needing special assistance
upon disembarkation from the aircraft. (WCHR, UMNR, MAAS, etc.)
➢ The Transfer Desk Supervisor
accomplishes the MAAS form based on
Special Handling telexes/PSM and
ensures proper deployment of
CSAs/WCHR attendants in meeting
flights
➢ The PSA accomplishes the Arrival
Endorsement Form to be signed by the
Flight Purser upon arrival for proper
endorsement of passengers requiring
special assistance.
➢ The PSA ensure passengers with last
minute requests for special handling are
assisted
Passengers with immediate connections are ➢ The Transfer Desk Supervisor identifies
facilitated for their connecting flights. those delayed arriving flights with
immediate connections on PR/OAL
➢ The CSA at the arrival gate, identifies and
gathers those passengers from subject
delayed flight with short connections
➢ The CSA advises subject passengers of
further handling.
225
226
MABUHAY MILES
MABUHAY MILES
…is a world – class Frequent Flyer program from Philippine Airlines, Members of Mabuhay Miles
are Philippine Airlines most valuable customers, and serving them efficiently is our top priority.
… incorporate elite-tier levels and the Million Miler program.
Mabuhay Miles (MM) Base Level

Passengers may enroll via www.mabuhaymiles.com, or by
filling our forms available at any PR ticket office and at
Check-in
Counters. Members should be at least 2 years old.

Enrollment is free.
Requirements for Permanent Card

Base members may request for a permanent card after earning 5,000 Redemption Miles with a fee of
USD10 or its local currency equivalent (plus applicable taxes.)
Benefits
Members earn Miles with their flights on PAL and on code share partners, members earn:
(REGIONAL & INTERNATIONAL)

Budget Economy Regular Economy Premium Business Class Premium
Economy Business Class
E/ T/ U/ O Y/ S/ L/ M/ H/ Q/ W/N D/ I/ Z J/ C
V/ B/ X/ K
0% 100% 100% 125% 150%
Of actual flown Of actual flown Of actual flown Of actual flown Of actual flown
Miles Miles Miles Miles Miles
*For tickets with sale/ticketing FROM 01 April 2014 onwards regardless of travel date (01Mar14 for
Korea flts)
** For LHR 50% mileage accrual on Budget Economy
(DOMESTIC)
75% 100% 125%
Of actual flown Miles Of actual flown Miles Of actual flown Miles
Members earn more Miles through program partners

- Partners include Co-brand credit cards (Mabuhay Miles Mastercard from Philippine National
Bank/PNB), Hotels and Resorts, Car Rental Companies, Bags and Luggage Merchandise.
Telecommunications, Travel Insurance, etc.
Members may redeem their miles for travel awards
227
MABUHAY MILES
- Award Tickets on PR/2P except on code-shared flights

- Service Class Upgrade Awards on Philippine Airlines International and Domestic flights
Mabuhay Miles Elite, Premier Elite and Million Miler
Elite* 25,000 Flight Mile on PR or

(ME) 30 O/W PR segments in any class of service or
15 O/W PR segments on J Class
Premier 45,000 Flight Miles on Pr or

Elite* 50 O/W PR segments in any class of service or
(MP) 25 O/W PR segments on J Class
Million 1,000,000 Tier Miles earned from enrollment date

Miler - Lifetime Premier Elite Membership/ Privileges
(LM)
*Annual Qualifications to be earned within 12 months (from Jan 01-Dec 31)
228
TRAINING AND DEVELOPMENT MABUHAY MILES
Privileges:
TIER LEVELS
ELITE TIER PRIVILEGES MILLION PREMIER ELITE
MILER ELITE
Priority waitlist ✓ ✓ ✓
Seat Preference ✓ X X
(CESS/FESS)
RESERVATIONS
TICKETING Upgrade Travel Certificate (UTC) ✓ ✓ X
Waived Mabuhay Miles Processing Fees ✓ X X

and Ticketing Service Charge (TSC) and
CESS/FESS/ Seat Selection fee/ surcharge
Million Miler Recognition (MAAS) ✓ X X
Priority Check-in ✓ ✓ ✓
(Dedicated Counter)
Additional Free Baggage Allowance (FBA) Plus 40kg Plus 30kg Plus 10kg
Plus 2 PCS Plus 1 PC X
Carriage of one (1) Sports Equipment* ✓ X X
AIRPORT
Priority Luggage Handling Maroon Tag Red Tag Red Tag
Priority Airport Standby ✓ ✓ ✓
Lounge Access (Mabuhay & VIP Lounges) ✓ ✓ ✓
+2 +1
pax pax
Priority Boarding ✓ ✓ ✓
Extension of selected Airport privileges to ✓ X X

one (1) Traveling Companion:
Priority Luggage Handling

Priority Airport Standby
Priority Boarding
Tier Base Bonus 75% on PR flts. To/From ✓ ✓ X
US/CA
POST FLIGHT Birthday Bonus Miles (20,000 Miles) ✓ X X
Tier Base Bonus 25% on PR/ 2P flts ✓ ✓ ✓
229
TRAINING AND DEVELOPMENT MABUHAY MILES
*Sports Equipment limited to the following sports:

Bowling/ Cycling Golf/ Scuba Diving/ Sportsfishing and Tennis/ 1 pc. Not exceeding 20 kls (transpac flts
including GUM/ NRT/ NGO/ HND) or 20 kls (domestic, regional flts and LHR)
Mabuhay Miles Fee
TRANSACTION TYPE FEE

Card Replacement Fee USD10
Fees on Accrual Feature (Subject to USD10 Processing Fee)
• Buy Miles per 1,000 Miles USD 25
• Transfer Miles per 1,000 Miles USD 50
• Reinstatement of Expired Miles per 1,000 Miles/ any fraction thereof USD 70
Rush Processing Fee: (Subject to USD10 Processing Fee)
• 4-9 days prior to flight departure date USD 30
• 1-3 days prior to departure date USD 50
• With same day of departure but no later than 6 hours prior to flight USD 70
(from ticket issuance date to departure date)

Re- issuance fee for SCU Domestic Php600.00
Rebooking Fee per Transaction after first free revalidation:
• Domestic PHP600
• International USD 30
Cancellation/ Redeposit Fee USD 30
230
MABUHAY MILES
(UPGRADE TRAVEL
CERTIFICATE)
UPGRADE TRAVEL CERTIFICATE
An Upgrade Travel Certificate (UTC) is a complimentary one-step service class upgrade to be used in
conjunction with a revenue ticket.
➢ Each Upgrade Certificate is applicable for one-way travel only.

➢ Upgrade Travel Certificate may be endorsed to a traveling companion.
➢ Member should call PAL Reservations 24 hours before flight for Meal listing on the next
higher class of service.
➢ Upgrade Travel Certificate is subject to space availability at the airport on a first-come
first-served basis.
➢ Upgrade Travel Certificate (UTC) is valid for one (1) year from date of issuance with a
two (2) month validity period from expiry date.
UPGRADE TRAVEL CERTIFICATE (UTC) ALLOTMENT
2 UPGRADE TRAVEL CERTIFICATES 45,000 Flight Miles earned within a calendar year
ADDITIONAL 2 UPGRADE TRAVEL CERTIFICATE 25,000 additional Flight Miles earned in excess of
45,000
Note: MILLION MILERS are automatically awarded four (4) one-way Upgrade Travel Certificates PLUS
additional Upgrade Travel Certificates based on Tier Miles earned within the fixed twelve months
231
MABUHAY MILES AIRLINE
TRAINING AND DEVELOPMENT PARTNERSHIP WITH ANA
Starting 04 November 2014 (for travel commencing 05 November 2014), Mabuhay Miles Elite-tier
members may now enjoy select privileges when traveling on Philippine Airlines – All Nippon Airways
code share routes.
Likewise, with this partnership, ANA Mileage Club members may also enjoy select privileges when
traveling on Philippine Airlines – All Nippon Airways code share routes.
Please see below the General Conditions for Elite-tier privileges:
1. PR Mabuhay Miles earned from NH flight/s will not count towards his elite-tier
qualification. Likewise, PR Mabuhay Miles members will not earn elite-tier bonuses on
NH flights.
2. Upgrade against a UTC on NH flights is not allowed.
3. The following MM Premier Elite and Million Miler privileges shall be extended to our PR
Mabuhay Miles members travelling on PR-NH code share flights. Same shall be
extended to NH Platinum/Super Flyer/ Diamond AMC members travelling on PR-NH
code share flights.
MM Premier Elite or MM Million Milers

Mabuhay Miles Privilege AMC Platinum & Super or AMC Diamond
(only on PR-NH code share flights) Flyer
Additional Free Baggage Allowance 20KG or 1 pc 20KG or 1 pc

Priority Baggage Handling ✓ ✓
Priority Check-In ✓ ✓
Priority Boarding ✓ ✓
PAL Mabuhay Lounge/VIP Lounge Access or NH VIP Member + 1 Member + 1
Lounge (PR-NH Lounges in code-share routes only) traveling traveling
companion companion
4. Above privileges shall be extended to our Premium FFP members (PR member on PR-NH
code share flights or NH member on PR-NH code share flights) regardless of the type of
ticket they are holding (e.g., award ticket or a revenue ticket.) except for industry
discounted tickets.
5. Members are required to present their membership card to enjoy these privileges. Note
that we shall strictly honour a “no membership card, no privilege” policy to all
passengers.
232
MABUHAY MILES AIRLINE
PALPARTNERSHIP
PLATINUM CARDS
WITH ANA
For your reference, please see information about NH ANA Mileage Club
• NH AMC Base Card is equivalent to MM Base
• NH AMC Bronze Card is equivalent to MM Elite
• NH AMC Platinum Card and Super Flyer Card is equivalent to MM Premier Elite
• NH AMC Diamond Card is equivalent to MM Million Miler
Note: PR-NH Premium Customer benefits shall not be extended to Mabuhay Miles Base and Elite, NH ANA
Mileage Club Base and Bronze members
233
TRAINING AND DEVELOPMENT PAL PLATINUM CARDS
Booking Classification are as follows:
International booking class Domestic booking class

J (Business class) J (Business class)
N (Economy class) N (Economy class)
TICKETING PROCEDURES
• PAL Platinum card shall be presented at ticket office for ticket issuance by cardholder or its
authorized representative (check validity and if included in the list of revoked letter).
• A signed letter of authorization is required if a representative is getting the ticket on
cardholder’s behalf (check and compare the signature on both the card and authorization
letter).
• Check all travel documents (passport, visa etc.) as necessary.
• Charge all applicable taxes and fees to cost center 001/Office of the Chairman and CEO.
• Fuel and insurance surcharges are waived.
• Indicate the Platinum card number and its validity on the ticket.
• Observe the normal procedures in accomplishing a ticket except for the following:
Endorsement/Restriction box. “NON-ENDORSABLE/NON-TRANSFERRABLE”

And the priority code “N/A/J or NAY”.
• Fare Basis box. “CC00” on the fare basis box.

• Validity box. Ticket issued against PAL Platinum card shall be valid 90 days from date of ticket
issue.
• The PAL Platinum cardholder shall be allowed rerouting of tickets (follow normal rerouting
procedures).
• At the end of the month, all ticket offices shall submit a report to the Office of the Chairman &
CEO on the number of ticket issued against PAL Platinum card. The report shall contain the
following information:
✓ Name of the cardholder

✓ Itinerary
✓ Date of issuance
234
PAL PLATINUM CARDS
BENEFITS
• Unlimited courtesy travel on PR and PALEX flights on the highest class of service within the card
validity.
• Applicable taxes, fees, fuel and insurance surcharges are waived.
• Express check-in at PAL Mabuhay class counters in all international airports.
• Priority handling of checked baggage
• Additional four (4) pieces of free baggage allowance at 23 kilos per piece on transpacific flights;
60 kilos additional baggage allowance on all other international flights and domestic flights and
20 kilos on PAL Express flights.
• Access to all PAL Mabuhay Lounges worldwide. Member plus four (04) traveling companions
regardless of class of service.
RESERVATION PROCEDURES
• Cardholders may call any PAL reservations or ticket office and give their PAL Platinum card
number and priority classification which is NAJ or NAY.
• Dedicated PAL 24-hour reservation/information telephone numbers:
✓ Manila : 632-855-7888 / 855-8888 24 hours daily

✓ Cebu : 632-3403107 or 3400119 / 24 hours daily
✓ USA : 1-800-635-8653 / 1-800-435-9725 / {1-800-I FLY PAL } Toll free 24 hours daily
• Priority #1 in flight confirmation from waitlist at reservation.
235
PAL PLATINUM CARDS
CHECK-IN PROCEDURES
• Cardholders shall present his/her PAL Platinum card upon check-in at the airport.
• Passenger Service Agent (PSA) shall follow normal check-in procedure.
• If passenger presents a revenue ticket (not issued against the PAL Platinum card) CSA shall
check-in the passenger to the highest class of service available regardless of information as
shown on the ticket.
• Extend VIP handling
• Priority handling of checked-in baggage.
• NAJ and NAY priority codes are not subject to bump off provided at the cardholder has a
confirmed booking flight.
• PSA shall issue Mabuhay Lounge invitation to the passenger as applicable.
• Any excess baggage shall be assessed in accordance with the excess baggage charges (EBC).
236
PRIVILEGE CARD
PRIVILEGE CARD
The new PAL Privilege Card is a discount card for selected passengers identified by Dr. Lucio Tan, PAL’s
Chairman and CEO.
APPLICATION
• Applicable only to Philippine Airlines (PR) / Airphil Express (2P) Domestic travels one way or
roundtrip in any class of service.
• Tickets can only be issued by PR/2P ticket offices within the Philippines.
• It is non-transferable and non-endorsable. Only the cardholder can avail of the discount.
• Tickets issued against the Privilege card are Not eligible to earn miles in Mabuhay Miles
Frequent Flyer Program.
• The percentage fare discount and the validity of the card vary as they are determined by PAL’s
Chairman and CEO only.
• Privilege card tickets may be accepted beyond its validity only upon payment of the balance of
the applicable fare to make it full Normal Fare ticket. The new validity of the ticket shall be
adjusted to one year from date of original issue.
• Complimentary Domestic Mabuhay Lounge accommodation and shall be limited to the lounge
operating hours.
RESERVATION PROCEDURES
• Philippine Airlines / Airphil Express may book purely PR or 2P domestic flights or combination of
PR / 2P flights.
• Must be booked on “C” for business class and “H” for economy class.
• Follow normal reservation procedures and shall be subject to the normal ticketing time limit.
• Upon booking, ticket issuance, revalidation/rebooking, the Reservation and /Ticketing agent
should input in the 30SI field of the PNR the word “Privilege card” and the percentage fare
discount.
Example: 30SIPR PRIVILEGE CARD CC50
237
PRIVILEGE CARD
TICKETING PROCEDURES
• Philippine Airlines/Airphil Express may issue tickets on bookings created in the PR or 2P system
as follows: (PR can issue both automated and electronic ticket when applicable)
✓ Purely PR or 2P domestic flights

✓ Combination of PR and 2P flights
✓ Purely 2P flights created in the PR system.
• Airphil Express (2P) shall only issue automated tickets on bookings created in the PR or 2P
system as follows:
✓ Purely on PR domestic flights

✓ Combination of PR and 2P flights
✓ Purely 2P flights created in the PR system.
Note: Manual tickets maybe issued provided that no PR segment is included in the itinerary. 2P
GSA will only be allowed to issue tickets with purely 2P segments.
• For ticket issuance, the Privilege card must be presented to any PR/2P ticket office within the
Philippine by the cardholder or by his authorized representative.
• Upon presentation of Privilege card, the ticket agent shall:
✓ Check the validity of the card and ensure it is not included in the list of revoked cards.
✓ Validate the name and card number printed on the card in the list of Privilege cardholders
found in PACERS (check HIPRC)
✓ Request another valid Photo ID with signature to validate the ownership of Privilege card.
✓ Representative of the cardholder must have an authorization letter, a valid Photo ID with
signature of the cardholder and representative to validate ownership of the privilege card.
• Charge the passenger the normal fare less the discount indicated at the back of the Privilege
card.
• Privilege Card discount cannot be combined with any other discount or promotional fares.
• All government taxes, fees and surcharges (ASF, Terminal fee, Furl surcharge, Insurance
surcharge) and other applicable fees shall be on the account of the cardholder.
• Service charge on credit card payment shall be shouldered by the cardholder on cash payment
only.
• The ticket is subject to No-show, Refund penalties and other applicable charges/penalties.
• A photocopy of the Privilege Card should be attached to the Auditor’s coupon.
• Cardholder shall be granted the applicable free baggage allowance. Any excess baggage shall be
in accordance with the Excess Baggage Charges (EBC)
• The Privilege Card holder shall be allowed rerouting of tickets. Ticket representative shall follow
the normal rerouting procedure.
• At the end of the month, all PAL Ticket offices and Airphil Express Product Development shall
send through fax or e-mail a report on the details of tickets issued against the Privilege Card to:
238
TRAINING AND DEVELOPMENT PRIVILEGE CARD
PAL Product Research and Development Division

Fax : 817-2401
E-mail address : Alfred_Adriano@pal.com.ph
Note: All 2P ticket issuance against the Privilege Card shall be forwarded to 2P Product Development
for consolidation prior to submission to PAL Product Research and Development Division.
The report must contain the following information:
a. Card Number
b. Name of Cardholder
c. Date of Travel
d. Itinerary
e. Ticket number
• Observe the normal procedures in accomplishing a ticket, except for the following:
a. Endorsement/Restriction box. Non-Endorsable/Non-Transferrable and indicate the

Privilege Card number and its validity.
Example: FYENONEND/NONTRANSFERRABLE/PC5001*30JUN06
b. Fare Basis box. Indicate “CC” then the percentage discount on the fare basis box.
Example: FV2FY*CC50 (where 50 is the percentage discount)
c. Validity box. The validity of the ticket issued against the card must have the same expiration
date as the card.
Example: FV2D-30JUN (where 30JUN is the expiration date shown on the privilege card)
REROUTING:
• The privilege Cardholder shall be allowed rerouting of tickets.

• Should the cardholder request for rerouting, the Ticket Representative shall follow the normal
rerouting procedure.
CHECK – IN PROCEDURES
• The Customer Service Agent (CSA) shall follow normal check-in procedure.
• For DCS Station, CSA shall input FARCC plus the discount e.g. FARCC50
• For non-DCS Station (CSA) shall exclude the name of the passenger in the FTL.
• Note: For electronic ticket, retrieve virtual coupon record (VCR) to identify percentage
discount prior to inputting of FARCC
239
TRAINING AND DEVELOPMENT PRIVILEGE CARD
FREE BAGGAGE ALLOWANCE
• The PAL Privilege cardholder shall be granted the applicable free baggage allowance.
• Any excess baggage shall be assessed in accordance with the excess baggage charges (EBC).
COMPLIMENTARY DOMESTIC MABUHAY LOUNGE ACCESS
• The card shall indicate whether the cardholder is entitled to Complimentary Domestic Mabuhay
Lounge accommodation.
• Complimentary Domestic Mabuhay Lounge Access and this will be determined by PAL Chairman
and CEO only.
• Access to the PAL Domestic Mabuhay Lounges shall be limited to the lounge operating hours.
240
AIRPORT GUIDELINES ON NEW
PR BILL OF RIGHTS FOR AIR
PASSENGERS AND CARRIER
TRAINING AND DEVELOPMENT OBLIGATION
AIRPORT GUIDELINES OF NEW PR BILL OF RIGHTS FOR

AIR PASSENGERS AND CARRIER OBLIGATIONS
In compliance with the new Philippine Bill of Rights for Air Passengers and Carrier obligations,
below are the implementing guidelines effective 21 December 2012.
Chapter III
RIGHT TO RECEIVE FULL VALUE OF SERVICE PURCHASED
Section 8: Right to be processed for check-in
GUIDELINES
Check-in procedure A passenger within the air carrier’s Status quo on current
cordoned check-in are on or before check-in closure of 45 min.
one (1) hour before the published BETD
ETD, shall not be denied check-in.
Disputes regarding checking-in must Existing procedure in
be solved on-site. Carrier must show indicating time of arrival
proof to affected passenger that on the ticket applies
he/she failed to appear on time
(proof may be as follows: CCTV,
number slips, etc)
Section 9: Right to sufficient processing time
Counters for checking-in For air carriers operating in Current counter opening
international airports, check-in applicable per station
counters should be open at least 2 shall prevail provided that
hours before ETD it is not later than 2 hours
for international flights
For other airports, check in counters and 1 hour for domestic
should be open at least 1 hour before flights
ETD.
Number of counters 1 counter dedicated for flights nearing A dedicated counter shall
check-in deadline to facilitate the be provided, if practicable.
checking-in of pax at least 1 hour Otherwise, senior citizens
before the published ETD and those requiring
special handling must be
pulled out from the
regular queue and
provided with handling
priority.
241
Valid Refusal A passenger checked-in for a Current policy applies

particular flight cannot be denied
from boarding the aircraft except for
legal or other valid cause such as, but
not limited to:
• Immigration
• Safety
• Security
• Health
• Non-appearance: or
Government requisition
Denied Boarding Denied Boarding: Current DB policy and
procedures applies.
If the flight has more passengers than
the allowed capacity of the aircraft,
the carrier shall perform the
following:
a. Determine the number of

passengers in excess of the actual
sear capacity of the aircraft.
b. Announce that the flight s

overbooked and that it is looking
for volunteers willing to give up
their seats in exchange for airline
compensation.
c. Provide the interested passengers

or volunteers a list of amenities
and offers which they can choose,
which list of amenities shall always
include the option given priority
booking in the next available flight
or endorsement to another air
carrier upon payment of any fare
difference, and/or a cash incentive;
and
d. In case the number of volunteers is
242
AIRPORT GUIDELINES ON NEW PR
BILL OF RIGHTS FOR AIR
not enough to resolve the

overbooking, the airline shall
increase the compensation
package by a certain degrees or
adding more amenities/ services
until the required number of
volunteers is met.
Government Requisition Government requisition be done Existing DB policy applies
through CAB
If it results to denied boarding, air

carrier shall observe rules for Denied
Boarding
Air Carrier shall have the right to claim

for the requesting government entity
the full fare value of the seats
requisitioned by the latter.
Chapter IV
RIGHT TO COMPENSATION
Section 11: Right to Compensation and Amenities in case of Cancellation of Flight

Amenities in cases of In case of cancellation of flight before Current procedures in
cancellations the ETD attributable to the carrier: handling flight
disruptions apply, for
a. Amenities, refer to B
Be notified beforehand via public Mission Service Extreme
announcement, written/publish Guidelines
notice and flight status update
(text);
b. B
Be provided with
• R
Refreshments or meals
(breakfast, lunch, or
dinner)
• H
243
AIRPORT GUIDELINES ON NEW PR
BILL OF RIGHTS FOR AIR
Hotel accommodation
(conveniently accessible
from the airport)
• T
Transportation from the
airport to the hotel, v.v.
• F
Free phone calls, texts or
emails; and
• F
First aid, if necessary.
c. R
Reimbursement of the value of
the fare, including taxes,
surcharges, of the sector cancelled
or both/ all, in case passenger
decides not to fly the ticket or all
the routes/ sector; or
d. E
Endorsement to another carrier
without paying any fare
difference, at the option of the
passenger, and provided that
space and other circumstances
permit such re-accommodation;
or
e. R
Rebook the ticket, without
additional charge, to the next
available flight or within 30 days
to a future trip within the period
of validity of the ticket. However,
for rebooking made in excess of
the aforementioned 30 days for a
trip likewise within the validity of
the ticket, fees and/or fare
difference shall apply.
244
Pax given prior notice Provide that if a carrier cancels a flight Refer to Mission Service
24 hours before ETD, it shall not be Extreme Guidelines
liable for the foregoing amenities
except notify the passenger, and items
(c) Reimbursement, and (e) Rebooking.
Exceptions to Cancellation is not attributable to air Refer to Mission Service

provisions of amenities carrier Extreme Guidelines
Proof of exceptional Cancellation due to force majeure, Refer to Mission Service

circumstance safety and/or security reasons as Extreme Guidelines
certified by CAAP- passenger shall have
the right to reimbursed for the full
value of the fare.
Section 12: Right to Compensation and Amenities in Case of Flight Delay

Terminal delay of at least three (3)
hours after the ETD, whether or not
such is attributable to the carrier, a
passenger shall have the right to be
provided with
a. R
Refreshments or meals, free
phone calls, texts or emails, and
first aid, if necessary; and
b. R
Rebook or refund or endorsed to
another carrier.
245
In case of flight delay for more than

six (6) hours for causes attributable to
the carrier, flight shall be deemed
cancelled and passenger shall be given
the following:
a. R
Rights under cancellations
b. A
Additional compensation in
the form of cash or a voucher
equivalent to the value of the
sector delayed or deemed
cancelled; and
c. T
he right to board the flight if it
takes place more than six (6)
hours after the ETD and the
affected passenger has not
opted to rebook and/or
refund.
Tarmac delay of at least two (2) hours:

adequate food and beverage.
Section 13. Compensations considered as Liquidated Damages
Compensation for Denied Boarding Current DB policy and

shall constitute liquidated damages. procedures apply
Further liability may only be based on
moral or exemplary damages
Section 14. Right to Compensation for Delayed, Lost and Damaged Baggage
Offloading and delay If baggage is offloaded – inform The new compensation is

affected passenger at the soonest applicable only to
practicable time. offloaded baggage; for
Air carrier shall carry the off-loaded delayed, and damaged
baggage to the next available flight. baggage, current
For every 24 hours of delay, air carrier settlement/compensation
shall tender an amount of Php2,000.00 shall apply
as compensation.
24hours of delay shall commence one
(1) hour from the arrival of flight
246
Loss of baggage Relevant convention will apply Existing baggage

attributable to carriers settlement for
in international flights international flights
applies
Warsaw - USD 20/kilo
Montreal –approx. 1300
SRP (or approx. USD 1800)
maximum, in peso
equivalent
Loss of baggage Domestic flights – half of the amount New baggage settlement
attributable to carriers in the relevant convention in its Peso for domestic flights:
in domestic flight equivalent
Warsaw – USD 10
Presumption of loss if not delivered Montreal – approx. 700
within 7 days SRP (or approx. USD 900)
maximum, in peso
equivalent
Section 15. Right to Compensation in case of death or bodily injury of a passenger
International flights a. Handled by Risk and R

Relevant convention and inter- Insurance Management
carrier agreement
Warsaw Convention of 1929 as

amended by Hague 1955 Death/Injury
– limited to 250,000 francs/passenger
b. I
nternational carriage
performed under the 1966
Montreal Inter-Carrier
Agreement, which includes a
point in the United States of
America (as a point of origin, a
point of destination, or agreed
stopping place) limit of liability
shall be the sum of:
c. U
US$75,000.00 inclusive of legal
fees and costs;
d. U
US$58,000.00 if claim is
247
brought in a state where

provision is made for a
separate award for legal fees
and costs.
Domestic flights Peso equivalent of above liability for

international flights
Compensation Compensation shall be made available The current settlement
to affected passengers at the airport procedures applies
on the date when the occasion
entitling the passenger to
compensation occurred, or at the main
office or any branch of the air carrier at
the discretion of the passenger.
The air carrier shall tender a check for
the amount specified, or cash, or the
document necessary to claim the
compensation or benefits mentioned
above, Provided, that such document
shall be convertible to cash within
fifteen (15) days from the date when
the occasion entitling the passenger to
such compensation occurred.
CHAPTER V ADMINISTRATIVE MATTERS
Section 18. Refund of other fees
Air carrier must refund checked baggage fees and other optional fees if the passenger did not
use his/her ticket, provided that the ticket is refundable and the passenger is not at fault.
Refund of checked baggage shall also apply if the baggage was not delivered to the passenger.
Section 19. Written reports
Monthly Report to CAB:

a. Number of regular and promotional passengers who have been denied boarding, or whose
flights were delayed or cancelled;
b. Number of regular and promotional passengers whose baggage was lost, damaged, or off-
loaded;
c. Number of regular and promotional passengers who died or sustained an injury during the
course of the flight or performance of the contract of carriage.
Carriers shall maintain a database of the names, addresses, and other particular details of
248
those passengers, their flights, concerns or complaints, and records of air carrier’s personnel,
available to the CAB upon request.
Current DB reporting procedure applies
Current baggage statistical report procedures of CBS applies
Effectivity Date 21 December 2012 Reference no. AOD 12/12 – 316 Dated 21
December 2012
POLICY
During flight disruptions, ground staff shall extend personal care, attention and assistance to all affected
passengers, whether revenue or non-revenue, and flight crew members in accordance with the
entitlements specified in the implementing guidelines of this policy.
The Station Head/Duty Manager shall ensure that appropriate announcements are made and affected
passengers and flight crew members are periodically updated on the status of the disrupted flight,
except in emergency situations where temporary confidentiality of information must be observed, e.g.,
accidents or hijacks.
NOTE: In no case shall the Station Head/Duty Manager mention crew rests requirements as cause for
resetting the ETD of the flight if other causal factors are involved.
Passenger amenities and compensation shall be in accordance with the Service Recovery Guidelines
released by PAL Customer Service Office that is based on Philippine Bill of Rights or the applicable local
regulations of the station.
APPLICATION
1. The information/instructions apply to the handling of passengers who are subject to any of the
following flight disruptions:
• Cancellation of flight
• Delayed departure or arrival
• Over flying a station of intended landing
• Diversion of flight
• A connecting flight on which the passenger holds reservation is missed
NOTE: For creeping delays, whenever practicable, and if possible, passengers may be
disembarked from the aircraft.
STANDARD HANDLING
2. The guidelines/procedures are not exclusive and does not hold or limit the Station
GUIDELINES Head in
FOR FLIGHT
exercising reasonable judgment and good sense over any given situation concerning
DISRUPTIONflight
disruptions.
GUIDELINES
249
1. Onward Transportation
In case of any of the flight disruptions mentioned, it is the responsibility of the forwarding carrier
to:
▪ Arrange rerouting to the point of stopover or destination of the passenger – free of charge;
▪ Pay for additional and incidental expenses incurred such as meals, hotel, ground
transportation, transit taxes, etc.;
▪ Issue a new ticket, if required;
▪ Cancel reservations no longer required;
▪ Arrange for refund, if applicable, through Sales Office
With due considerations to the passenger’s interest shall:
▪ Arrange involuntary refund (in accordance to IATA Resolution 737);
▪ Provide onward carriage with the least possible delay or inconvenience to the passenger to
destination or point of stopover named on the same or another of its own services;
▪ Provide transportation services other than those of the forwarding carrier – without
additional charge
2. Free Baggage Allowance

An involuntary rerouted passenger is entitled Free Baggage Allowance applicable to the type of
service originally transferred from a high-rated class to a lower-rated class of service.
3. Endorsement
a) In case of no connections (except when caused by diverted flights), the carrier whose flight the
passenger was originally booked may refuse endorsement wherever it is able to supply onward
transportation within a reasonable time. In all other cases, the receiving carrier must be given
the endorsement requested by the forwarding carrier causing the flight disruption.
b) When endorsing PR paper coupons to OAL, the following information should be reflected:
i) The carrier to which the applicable flight coupon is being endorsed
ii) The carrier and office making the document
iii) Name and signature of authorized personnel
iv) Imprint a validating machine or stamp
c) Station Head must offer to rebook the affected passengers on another PR flight or OAL flight
4. Lay-Over Expenses
A through passenger’s hotel accommodation, meals, ground transportation, airport service charge,
and transit tax expenses may be absorbed by the carrier provided that:
5. Meals and Refreshments

Meals and other refreshments shall be free of charge – appropriate to the time of the day – not
only during delays at the airport but also during transportation by bus/train from an airport
diversion.
6. Hotel Accommodation
Hotel accommodation for PR account must be provided to the following:
250
STANDARD HANDLING
GUIDELINES FOR FLIGHT
TRAINING AND DEVELOPMENT DISRUPTION
a. Transfer passengers who have missed their connection and for whom no other connection can
be affected the same day
b. Local, stopover/transfer passenger, who in case of irregular circumstance, prefer the next PR
flight/s instead of OAL or ground transportation
7. Service Voucher
▪ To serve as PR’s or passenger’s service request entitles doing auxiliary services with PR
▪ To serve as notice to passenger that PR has accordingly made arrangements with service
entities
▪ Issued by authorize offices in accordance with provisions of IATA Resolution No. 102, 278,
and IATA Hotel Accommodation;
▪ Meals and Surface Transfer Multilateral Agreement Accommodation must also be arranged
by issuing office
o Authorized Offices:
• Airports – Station Manager/Stations-in-Charge or any representative
▪ Issued to cover expenses in connection with normal lay-over as well as for
flight/delays/disruptions
▪ Issued at point-of-sale (origin station/ticket office) and have to be validated
8. Refund
Where the transportation cost for the revised routing or class of service is lower than the fare
originally paid, the carrier effecting the involuntary change shall arrange for the difference to be
refunded to the passenger.
9. Ticketing
▪ In case of upgrading or downgrading without change in routing re-ticketing shall be
required, and the original flight coupons may be used or onward carriage provided that
when such onward carriage is at higher or lower cost, the forwarding carrier shall enter and
validate “INVOL UP” or “INVOL DOWN”, as applicable in the “Restrictions/Endorsements”
box of the appropriate flight coupon (s).
▪ In all cases where the passenger is re-ticketed to cover carriage via a different routing, the
original routing and fare calculation will be repeated. And the “Restrictions/Endorsements”
box shall be marked “INVO REROUTE”
▪ When onward carrier is non-IATA carrier, carrier causing the irregular circumstance must
re-ticket the passenger
10. Revision and Food Schedule

The Station Head, in consultation with Flight Purser/Port Steward, shall initiate appropriate revision
to the food schedule dictated by the circumstances of the delay and taking into account the
amenities provided to the passenger while on-ground.
11. Announcements
Flight delay announcements shall be made by the Station Head or Duty Manager/s for passengers
in holding area and flight crew for passengers on-board the aircraft.
251
STANDARD HANDLING
Announcements should be done at the holding area prior to boarding for passengers on all enroute
stations affected by the initial delay.
12. Others
▪ During delay, Station Head will decide whether the Flight Purser will remain with the
passengers in the waiting room in order to provide necessary information and service. All
members of the cabin crew have to remain in the waiting room, except the one who
remains aboard the aircraft.
▪ In the event of short delay, the cabin crew shall remain onboard, with pantry and cabin
supplies, including passenger’s hand-carry/cabin bag. Once everything has been safely
locked and secured, he may stay for more one (1) hour on-board the aircraft. After one (1)
hour, Station Head may assign a qualified (ground staff or another cabin crew) to relieve
the crew onboard.
▪ Whenever possible and if necessary, Station Head shall endeavor to disembark the
passengers from the aircraft.
PASSENGER ENTITLEMENTS:
1. Passenger Call-out
▪ Reservations or its counterpart office in outstation, should immediately make the call-outs
to advice passengers about disrupted flight
▪ For stations without a local reservations office, it is the Station head who becomes
responsible for the passenger call-out
2. Announcements/Information
▪ The Station Head should ensure the up-top-date information and developments regarding
the disrupted flights shall be provided fifteen (15) minutes part for the first two (2)
announcements to all passengers of a disrupted flight. On the third announcement, definite
ETD should have been ascertained. Otherwise a longer time interval of at least one (1) hour
must be allowed before succeeding announcements. Information shall include the
following:
o Apologies
o Cause of disruption (in case of temporary confidentiality is required, e.g.
“additional servicing of the aircraft”)
o New ETD
o Amenities that will be offered
o Baggage handling
o Whom to contact for additional information and assistance
▪ The announcements/information must be given, seen at the check-in area, pre-departure
and boarding gates.
252
STANDARD HANDLING
▪ At the arrival station of the delayed departure flight, consistently provide updated
information to welcoming party of arriving passengers. Information shall include the
following:
o The specific flights affected, flight number, date and original routing
o Cause of delay
o New revised flight schedule
o New routing (if there is a change in route)
o New ETA
3. Flight Brief
The Station Head shall immediately, to the extent applicable, issue a Flight Brief to affected
passengers which should include the following information:
▪ Apologies
▪ The specific flight/s affected
▪ Cause of disruption (unless temporary confidentiality is required)
▪ The new/revised flight schedule
▪ New routing (if there is a change in route)
▪ New aircraft type (if there is an aircraft change)
▪ Check-in time (if applicable)
▪ Amenities that will be offered
▪ Whom to contact for additional information and assistance
253
STANDARD HANDLING
Delayed Flight
FLIGHT BRIEF
TO OUR ECONOMY CLASS PASSENGERS ON FLIGHT PR _____________
Philippine Airlines regrets to inform you that your flight scheduled to depart from
___Origin Station___ to _____Destination____ is cancelled due to -
_____Reasons______________________________________________________.
Please be assured that we are doing our best to book you on the next available
flight. We will advise you of your booking status as soon as we get word from our
reservation office.
Kindly take note of the following complimentary arrangements we have made for
your comfort and convenience:
HOTEL ACCOMMODATION & MEALS:

A room has been reserved for you at the _____Name of hotel____ and -
____Breakfast/Lunch___ will be served at the hotel’s ___Name of hotel’s function
Dinners/Snacks Room.
TRANSFERS:
Shuttle buses at ___Place in the airport___ will take you to your hotel at __Time
of dep. from airport__. The same buses will be positioned in front of the hotel
__No. of hours __ before the new flight departure time to bring you back to the
airport.
OTHER INFORMATION:
If you do not want to stay in the hotel, be sure to be at the airport ___No. of
hours__ before your new departure time, _NETD_, for immigration clearance and
flight boarding gate at Gate _No._. For other information, please contact our
station head or his representative at telephone number(s)
___________________.
We apologize for the inconvenience of this cancellation and wish to thank you for
your patience and understanding.
ATTACH PAL signature here
254
STANDARD HANDLING
4. Rebooking on PAL or OAL

As a matter of policy and to preserve our goodwill to our passengers, the Station Head must, as a
primary action, offer to rebook the affected passenger, upon his option (if their ticket allows), on
another PR flight or to OAL flights so that they can arrive at their destination as close as possible to
their original ETA.
5. Snacks/Meals
▪ For delay of at least three (3) hours, snacks or meals appropriate to the time of the day
shall be provided to passengers, and crew of the disrupted flight, at a convenient place
(preferably within the airport), until the resumption of the flight or the transfer of the
passengers to another flight or surface transportation.
▪ Station Head must be able to estimate at the onset of the flight disruption how long the
delay will take.
▪ Company may forego serving snacks/meals to the passengers if such process will further
delay the flight.
6. Hotel Wash-up
▪ A hotel wash-up enables the passenger to freshen themselves up.
▪ Transfers should be in a comfortable and preferably air-conditioned bus. There must be
enough buses to accommodate passengers without overcrowding.
7. Hotel Accommodation/Hotel Booking Extension/Transfer

▪ For disruptions of flights extending beyond (6) hours of flight cancellations, affected
passenger shall be accommodate at a convenient hotel and provided transportation to and
from the airport.
▪ Passengers may only be accommodated in company designated hotel(s) except when they
elect to extend their stay on hotel(s) they are presently staying at. In this case, Station Head
must take necessary arrangements for extension.
▪ A hotel coordinator shall be designated for this purpose to attend to passengers’ needs and
inquiries.
▪ Passengers may be allowed by the Station Head to waive these accommodations provided
that there is an adequate assurance of their presence at the airport upon departure and, in
case of transit passengers, this does not result in violation of local immigration rules and
regulations.
8. Cash Assistance
For delayed flights or for flight cancellations, cash assistance shall be given to passenger for
transportation expenses.
255

MASCorp BPHC Manual - Part 2

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TRAINING AND DEVELOPMENT

CATEGORIES / TYPES OF BAGGAGE

• Free carry-on items (hand-carried baggage) / Cabin baggage

FREE BAGGAGE ALLOWANCE

Domestic and Regional Flights

Excess Baggage Excess Baggage

Southeast Asia (to/from Philippines)

Bali USD8 IDR107000

Bangkok 30 kilos 40 kilos USD7 THB250

Beijing USD8 CNY60

Ho Chi Minh USD7 USD7

Hong Kong 30 kilos 40 kilos USD7 HKD60

Jakarta USD8 IDR108000

Macau USD7 MOP60

Singapore USD6 SGD9

Taipei-Osaka TWD330 (ex TPE) JPY1100 (ex-JP)

Australia/New Zealand/Papua New Guinea (to/from Philippines)

Melbourne 30 kilos 40 kilos AUD26

Excess Baggage Excess Baggage

Middle East (to/from Philippines)

Abu Dhabi 2pcs – 70lbs (32kgs) each pc

Kuwait 2 pieces – KWD30/piece

Check-through Policy between US/Canada and Philippine Domestic Destinations:

Excess baggage charges shall be assessed in the following manner:

LIST OF CARRY-ON ITEMS

REASONS FOR NON-ACCEPTANCE

International Flights Excess Baggage Rates

Excess Baggage Charge

Overweight but within size limit Oversized and Overweight

Example: Economy class passenger is checking-in 45 kgs of baggage with the

Conversion to PHP x 41.00

iii. Bulky Baggage

Weight equivalent in volume = XXX

Measuring scale is in centimeters: the divisor is 6000.

Weight equivalent in volume = XXX

iv. Surfboarding Equipment (TC1, TC3, TC31, TC123 only)

Reference: Per RM/AOM email date 29September 2014

In accepting pets as baggage, check-in staff shall:

• Tag container with the appropriate baggage tag

EXAMPLE: Accompanied pet and container together weighs 23 kg

2 x USD 200.00 = USD 400.00

EXAMPLE: Accompanied pet and container together weighs 23 kg

300% of USD 200.00 = USD200.00

2. WEIGHT SYSTEM: 100% of applicable charge.

EXAMPLE: Accompanied pet and container together weighs 23 kg

23 x USD 7.12 = USD 163.76 ~ USD 164.00

3. WEIGHT SYSTEM (DOMESTIC)

Weight (Kg) Rates (VAT inclusive)

Conditions prior to accepting pets in flights to Japan (DOGS and CATS)

Conditions prior to accepting birds in flights to Japan

1. Is this your baggage?

2. Did you pack the bag yourself?

3. Are you carrying anything for another person?

7. Do you have any electronic device and spare lithium batteries?

Any NEGATIVE response to questions 1 or 2 or POSITIVE response to questions 3, 4, 5 shall be

(a) Who requested you to bring the baggage?

2. Did you pack the bag yourself?

(a) Who packed your baggage?

3. Has the bag been out of your control/left unattended?

(a) What dangerous goods items are in your bag?

A POSITIVE response to question 7 would require a follow-up question:

Spare Lithium Batteries

Non-compliance to these basic questions is a violation to the following Regulatory Bodies: