Pax and BGE Handling

• Check In
• Special Handling
• Boarding Gate
• Flight Document
• Product Knowledge
Passanger Handling Highlights
❑ Staff Performance requirements
❑ Check in preparation
❑ Standard check in procedures
▪ Passenger acceptance
▪ Travel Documents check
▪ Seat allocation
▪ Baggage acceptance
▪ Excess baggage ticket & Charge
▪ Spesial passengers
❑ Boarding Procedures
❑ Delay Management
❑ Flight Documents
Departure Process
 Pre-flight Activities

DECISION TO MAKE A TRIP

1
2 SELECT CARRIER

3 MAKE RESERVATION

4 DOCUMENTATION

CHECKIN
5
6 PASSPORT CONTROL

WAIT FOR FLIGHT

7
8 PROCEED TO GATE

BOARD AIRCRAFT
9
Module Part A
Check in staff
attitude
 Appearance
 Cordiality
 Politeness
 Speech
 Thoughtfulness
 Efficiency
 Skill
Check in preparation
❑ Check the Passenger Name List (PNL) and Passenger
Boarding Survey (PBS) for catering orders.
❑ Observe the scheduled check-in time and check-in closing.
❑ Prepare labels, stickers
▪ Baggage labels, cabin labels, special labels (VIP, CIP,
Group), and limited release labels.
▪ Economy, executive, and infant Boarding Passes.
▪ Passenger identification stickers.
▪ Prepare item security envelopes.
▪ a seating plan based on the PNL or PBS
▪ passenger manifests
▪ Excess baggage slips or excess baggage tickets.
Standard Check In (1)
❑ Greet The Passenger With Smile and Pleasant attitude
❑ Pay attention to the Name ticket validity,reservation, and destination.
▪ The Name as stated in the ticket on PNL or Display Terminal
▪ The ticket, fare, flight number and date, validity, class of service on flight
coupon
▪ Reservation status, onward reservation and final destination
❑ Ask Politely For Travel Documents (Passport, Visa)
❑ Ask to place the baggage on the weighting scale
▪ Baggage labeling and tagging
▪ Remind the passenger not to put the valuable items and prohibited items in
checked baggage.
▪ Staple the baggage claim tags portion to the cover ticket.
Standard Check In (2)
❑ Excess Baggage

 If the total checked baggage exceeds the free baggage allowance, inform the passenger
of Excess baggage charge and location to pay.

❑ When deliver the boarding pass and other documents, please explain the passenger.
▪ Sir/Madam, we have received your check-in until.... (Destination) and we have also
received... (Total) pieces of baggage until... (Destination) Boarding time is at... (Time)
through gate...(number)

▪ Say “Have a nice flight”, addressing the passenger by name whenever possible
(………….) and show him/her where to proceed (immigration or security check).
Baggage Profiling
❑ For safety reason, check-in staff should be
identified passenger checked-baggage by ask
politely using standard baggage question as
follows:
▪ Is this your bag?

▪ Did you pack it yourself?

▪ Are you carrying anything for another person?
▪ Could anyone have put anything into it since you
packed it?
▪ Has the bag been out of your possession since
you packed it?
Baggage labels
Standby Priority
 VIP

 Special Passenger

 Transit Passenger

 Confirmed ticket but name not on the list

 First come first served

Passengers Refused
Carriage
 Passenger who are not in possession of a valid ticket.
 For International Flight, passengers not in possession of
valid documentation (Passport, Visa, etc).
 Passenger who transportation by air represent a danger or
risk to himself or to other passenger property.
 Passenger, who shows visible sign of disease, and who by
their appearance, behavior or kind of nursing required, may
cause a distress to other passengers.
 Passenger who are requiring special nursing during flight
but not
accompanied by an attendant (Incapacitated Passenger).
 Passenger under influence of alcohol, drugs or narcotics.
Module Part B
Passenger Need Special
Attention
VIP – VERY IMPORTANT PERSON

INCAPACITATED PASSENGER

EXPECTANT MOTHER

NEW BORN BABY

UM - UNACCOMPANIED MINOR

ELDERLY
VVIP,VIP,CIP
❑VVIP
▪ President of Republic of Indonesia
▪ Vice President of Republic of Indonesia
▪ President of Foreign Countries
▪ Head of Foreign Countries
▪ Prime Ministers of Foreign Countries
❑VIP
▪ Chairman of High/Highest State Institutions (MPR/DPR/DPA/BPK)
▪ Ministers of Republic of Indonesia & Foreign Countries
▪ Governors of Republic Indonesia
▪ Ambassadors of Republic Indonesia & Foreign Countries
▪ Commander in Chief of Armed Forces of Republic Indonesia
▪ Head Supreme Court and Attorney General
▪ 9. Chief of Staff of Army/Navy/Air force/Police of Rep. Of Indonesia
❑CIP

• Director/Secretary General of Governments Departments

• President Directors/Directors/Executive of Companies in
relation to Garuda Indonesia Holding Executive Cards
Incapacitated Passenger
▪ Passenger are considered "Incapacitated", when their
physical condition or medical disorder (including mental
illness) requires airlines to give them individual attention
on (enplaning/deplaning, during flight, in an emergency
evacuation, during handling at airports) which is not
normally extended to other passengers.

▪ Prior to air travel, medical approval from Garuda Sentra

Medika (GSM) is require for the passenger
Expectant Mother
First Pregnancy, Normal Up to 32 weeks ▪ Accepted without restriction must fill
Health , No Medical Information Form For Air
Complications Travel

Multiple Pregnancies Up to 32 weeks ▪ Accepted without restriction Must fill

Normal Health Medical Information Form For Air
No Complications Travel
Pregnancy With Not relevant ▪ Accepted with restriction Medical
Complications
clearance must be obtained 7 days
prior to commencement of travel.
Medical Clearance must be signed
by Garuda Indonesia's physician or
appointed physician
New Born Baby
❑ Infants under 2 years old are accepted for travel under the following
conditions:
▪ The infant must be accompanied by a passenger who paid the adult fare
▪ The passenger is traveling on the same flight, in the same class, and to
the same destination as the infant
▪ One infant must be accompanied by one adult passenger who willing and
capable to take full responsibility over the infant.

❑ Babies under 7 days old not recommended for air travel

❑ Babies between 7 days - 2 years old can be accepted provided escorted
by one adult passenger
Infant Arrangement
TYPE CLASS TOTAL TOTAL
SEAT FIGURE
SEAT
LIMIT
B 737-300 C 4 12
Y 8
B 737-400 C 4 14
Y 10
B 737-500 C 4 10
Y 6
B 737-800 Y 16 16
A 330- 300 C 10 30
Y 20
B 747- 400 C 10 42
Y 26
Upper Deck 26
Unaccompanied Minor (UM)
❑ Unaccompanied Minor (UM) is accepted by Garuda Indonesia
from 7 years until 12 years.
❑ UM must be in good and healthy conditions.
❑ Booking involving a stopover with overnight stay are not
allowed
▪ Must be in possession of a valid travel document, passport, health
certificate, visa, etc

▪ The passenger manifest and Passenger Information Sheet (PIS)

must be clearly state the name(s), age and in column remark write
“UM
Module Part C
Boarding Process
❑ Briefing and Preparation Checking by Gate Supervisor
➢ The detail of Passenger Information
➢ Aircraft Parking Bay
➢ Gate location
➢ Apron Bus, etc…

❑ Sufficient staffs positioned at Gate at least 120minutes

before STD, until aircraft departed

❑ One staff assigned to control cabin baggage .(cabin

baggage sweeping)
Boarding Sequence
For Passenger convenience, following boarding sequence will
be applied to avoid any queuing at aerobridge and/or at the
aircraft.
▪ Handicap or sickness passenger
▪ Elder passenger and those who traveling with children.
▪ Transit passenger (if any)
▪ Executive Class Passenger are welcomed to board at their
own convenience
▪ Passenger holding rear row seat boarding pass.
▪ Passenger holding front-row-seat boarding pass.
▪ All remaining passenger
Boarding Management
▪ Announcement
▪ Boarding Priority apply
▪ Boarding Sequence
▪ Boarding Assistance

▪ Cabin Baggage Sweeping Procedure

▪ Check-gate
▪ Paging
▪ Last Paging
▪ Flight Document (Manifest, APB, Load sheet)
▪ Boarding finish

BOARDING TIME (prior to departure)

▪ WIDE BODY AIRCRAFT 30 MINUTES
▪ NARROW BODY 20 MINUTES
Delayed Flight
 Take action refer to the Delay Management Procedures
 Apologized offer to the passengers
 Provide clearly information to the passengers regarding of
the delay reason.
 Assistant to the passengers is required.
 Provide delay compensation according to the procedures
 Rebooked or endorsed to other flight for VIP/CIP/C-Class/EC
 Priority transfer to passengers who have onward connection
flight.
 ATTENTION
AND CARE
Delay Management• INFORMATI
ON
• MAKE IT
EASIER TO
THEM TO
WHAT DO THE • BEVERAGE
RE-
PASSENGERS NEED S
ARRANGE
IN A DELAY THEIR DEL
AY
PLANS/APP30-
SITUATIONS 90Mnt
OINTMENT
•• SNACK &
ASSISTANC
EDRINKS
DEL
• RE-
AY
BOOKING 90M
SERVICE PROVIDED TO OTHER
nt-3Hrs
FLIGHTS/AI
• MEALS
RLINES
DEL
AY 3Hrs
– 6Hrs
• ACCOMOD
ATION
Module Part D
Flight Document

❑ Passenger Manifest (Mandatory)

❑ Cargo Manifest (Mandatory)

❑ LOADSHEET (Mandatory)

❑ APB

❑ NOTOC

❑ Statement Letter
APB
NOTOC
Module Part E
Frequent Flyer Program
▪ FFP adalah Suatu program yang memberikan apresiasi kepada
pelanggan berdasarkan kesetiaannya

TIER QUALIFICATION RENEWAL

BLUE Upon confirm registration 1x aktivitas dalam 3

tahun

SILVER 10.000 Tier Miles /10x 10.000 Tier Miles / 10x

GOLD 30.000 Tier Miles / 30x 25.000 Tier Miles /25x

PLATINUM 65.000 Tier Miles / 65x 55.000 Tier Miles /55x

Blue Card Benefits – Entry Level

▪ Mileage Selamat Datang*

▪ Perolehan Miles
▪ Penukaran Miles menjadi
Award Ticket
▪ Transfer Award Ticket
▪ Penukaran Miles menjadi
Upgrade Award
▪ Transfer Upgrade Award
*After 1 flight recorded ▪ Prioritas reservasi**
** Prioritas berdasarkan urutan 1. Harga tiket /
kelas penerbangan, 2. Jarak penerbangan, 3 ▪
Tingkat keanggotaan
*** All yearly fare except K/N ➔ (C/Y/M/L)
 Silver Card Benefits
10.000 Tier Miles or 10
Frequencies
 Perolehan Miles

 Penukaran Miles menjadi

Award Ticket
 Transfer Award Ticket

 Penukaran Miles menjadi

Upgrade Award
 Transfer Upgrade Award

 Dedicated check-in counter at

*GIC Card 2.500 miles, Blue, GFF Junior, EC Airport CGK, SUB
Plus 300 miles  Tambahan Bagasi 5 kg
** Prioritas berdasarkan urutan 1. Harga tiket /
kelas penerbangan, 2. Jaraka penerbangan, 3  Prioritas reservasi**
Tingkat keanggotaan 
*** All yearly fare except K/N ➔ (C/Y/M/L)
Gold Card Benefits
30.000 Tier Miles or 30
Frequencies
• Prioritas berdasarkan urutan 1. Harga
tiket / kelas penerbangan, 2. Jaraka
penerbangan, 3 Tingkat keanggotaan
• ** All yearly fare C/Y/M/L/K/N
 Perolehan Miles
 Penukaran Miles menjadi Award
Ticket
 Transfer Award Ticket
 Penukaran Miles menjadi Upgrade
Award
 Transfer Upgrade Award
 Konter check-in kelas Executive
 Seluruh Domestic Airport Lounge. Utk
penerbangan Int’l + 1 tamu
 Tambahan Bagasi 15 kg
 Tier Bonus : 25%
 Prioritas reservasi*
 Prioritas Penanganan Bagasi
 Prioritas Airport Stand By
 Preferred Seating **

 Platinum Card Benefits
65.000 Tier Miles or 65 Frequencies

 Perolehan Miles
 Penukaran Miles menjadi Award Ticket
 Transfer Award Ticket
 Penukaran Miles menjadi Upgrade Award
 Transfer Upgrade Award
 Executive check-in counter valid for member +
family
 GA Airport Lounge di bandara CGK untuk
anggota + 1 tamu
 Airport Lounge di seluruh bandara Indonesia &
serta SIN untuk anggota + 1 tamu
 Tambahan Bagasi 20 kg
 Tier Bonus :25%
*Prioritas berdasarkan urutan 1. Harga tiket / kelas  Prioritas reservasi*
penerbangan, 2. Jaraka penerbangan, 3 Tingkat  Hadiah untuk anggota yg melakukan
keanggotaan perpanjangan (renewal)
**All yearly fare /Y/M/L/K/N  Prioritas Penanganan Bagasi
*** Syarat & ketentuan mengacu pada aturan tiket  Prioritas Airport Stand By
(apakah tiket dapat di cancel / di refund atau tidak)  Preffered Seating **
 Luggage tag
 Free Cancellation & refund fee ***
GFF Membership Benefits

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GFF Membership Benefits

• Tarif penukaran miles lebih tinggi pada waktu-waktu tertentu (peak season)
• Prioritas berdasarkan urutan: 1. Harga tiket/kelas penerbangan; 2. Jarak penerbangan; 3. Tingkat keanggotaan
GFF
• Syarat & Ketentuan mengacu pada aturan polis, yang merupakan asuransi ekstra selain yang ditentukan dalam
Peraturan Perundang-undangan Indonesia
• Benefit kartu kredit Garuda Indonesia Citi Card diinformasikan kepada pemegang kartu oleh Citibank.

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