Passenger Service Agent Course 2019

Basic Passenger Handling
and Check-In
Pre-requisites:• English Language for Aviation Usage
Modified by Ilham B. Fadul

5/19/2019
Recommended Courses: Dangerous Goods Regulations – Category 9 and First Aid

Training. At the end of each module there is an assessment test designed to ensure
that student has fully understood the module content.
Passenger Service Agent
This course is dedicated to all who are interested to become a passengers‟ handling
staff involved in check-in, gate and arrival activities.
Our Passenger Service Agent PSA program is a course for people who want to
become Passenger Service Agents, Recently recruited airline, airport and ground
handling staff
The course is the only one designed in association with leading airlines such as
Emirates and works closely with the airlines and our ground handling company to
get our students a Passenger Service Agent career once they finish PSA Certificate.
Passenger Service Agent course consists of 14 separate unit with a test or an

assignment the end of each unit.
Course Benefits
By completing this course, students will not only have an advantage when they start
the on the job training, but they will also greatly improve their chances of being
employed as a Passenger Service Agent with our company; will gain confidence in
an interview situation; students will gain a deeper knowledge of the role of
Passenger Service Agent and it will also be much easier for them to complete the
employers‟ full training program once they are employed.
Pax Hand & Check-In. Ref: NATA Issue No.01 Effective Date: 2019 Rev Date. 0000 Page 1
Contents
Passenger Service Agent.......................................................................................................... 1
WELCOME MESSAGE ............................................................................................................... 4
Unit 1: The Aviation Industry ......................................................................................................... 5
Unit 2: Regulatory Authority ......................................................................................................... 12
Unit 3: Theory of Flight ................................................................................................................ 23
Unit 4: Airport Flight Handling Agencies ..................................................................................... 24
Types of Flights .............................................................................................................................. 26
Unit 5: City & Airport Codes Aviation Terminology ................................................................... 28
Airline Abbreviations ........................................................................................................ 42
Unit 6: Ticketing ........................................................................................................................... 49
Passenger Ticket ............................................................................................................................ 50
E-Ticket definition: ................................................................................................................... 56
Unit 7: Ground Procedures............................................................................................................ 59
Departure Control Systems........................................................................................................ 59
Seating ....................................................................................................................................... 64
Boarding Pass and Information ................................................................................................. 70
Unit 8: Passengers Categories ....................................................................................................... 74
....................................................................................................................................................... 83
Unit 9: Airline Announcements..................................................................................................... 92
Unit 10: Check-In .......................................................................................................................... 95
Check-in open/closure ............................................................................................................... 97
Terminal open/closure ............................................................................................................... 97
Check-In Step by Step ............................................................................................................... 98
Manual Check-In Procedures .................................................................................................. 100
Boarding Gate .......................................................................................................................... 100
Finalizing the Flight .................................................................................................................. 100
Boarding Functions .................................................................................................................. 101
Arrival Functions ..................................................................................................................... 106
Unit 11: Passports & Visas .......................................................................................................... 108
THE PASSPORT ......................................................................................................................... 108
Passenger Profile Checks ......................................................................................................... 110
Unit 12: Foreign Currency........................................................................................................... 114
Unit 13: Tags & Baggage ........................................................................................................... 115
Checked Baggage Labels...................................................................................................... 115
Special Labeling Tags ........................................................................................................... 115
Cabin Baggage Tags ............................................................................................................. 115
Name Labels ............................................................................................................................ 115
Fragile Tags .......................................................................................................................... 116
Group Tags........................................................................................................................... 116
Heavy Baggage Tags ........................................................................................................... 117
Immediate Transfer ................................................................................................................. 120
BAGGAGE ............................................................................................................................. 121
Free Baggage Allowance...................................................................................................... 121
..................................................................................................................................................... 121
..................................................................................................................................................... 122
Baggage Acceptance ............................................................................................................... 123
Free Carry-on Items (Personal Allowance) ......................................................................... 124
Limited Release Baggage .................................................................................................... 125
Limited Release Tag ............................................................................................................. 126
Unit 14: Communication ............................................................................................................. 129
Communication Checks ........................................................................................................... 131
Pro-words ................................................................................................................................ 131
Good Habits............................................................................................................................. 132
Bad Habits ............................................................................................................................... 132
EXAMPLES ........................................................................................................................ 133
WELCOME MESSAGE
Nasport Aviation Training Academy welcomes you to this program. It is our

pleasure to be a part on your learning journey and we look forward to helping you
realize your true potential.
This workbook provides you information that you will need to successfully achieve
the learning objectives of this program. This is your copy to encourage you to write
on and reinforce the skills and knowledge that have been introduced. This
workbook is to be used in conjunction with the IATA Live Animals Regulations.
Nasport Aviation Training Academy provides technical and non-technical learning

experiences to Nasport Aviation Training Academy students and outsources alike.
The Academy is located at NASPORT Air Handling Headquarters’ in Khartoum.
We have a great team of trainers and specialists that are focused on providing you
with the best opportunity to learn and practice new skills in a safe environment. The
team uses interactive and experiential learning techniques to ensure that participants
develop the confidence to apply the new skills and knowledge as soon as they
continue to their work places.
We trust that you will enjoy the program and look forward to any feedback you
may have to help us meet our objectives.
Happy learning!
The Nasport Aviation Training Academy
Unit 1: The Aviation Industry
Introduction
What is the meaning of aviation sector?
Aviation is the practical aspect or art of aeronautics, being the design,

development, production, operation, and use of aircraft.
What is the meaning of aviation industry?
The aviation industry is the business sector dedicated to manufacturing and

operating all types of aircraft. Air traffic controllers, when they are awake,
are concerned with aviation safety.
What do you know about the airline industry?
An airline is a company that provides air transport services for traveling passengers
and freight. Airlines lease or own their aircraft with which to supply these services
and may form partnerships or alliances with other airlines for mutual benefit.
Aviation is operation of heavier-than-air aircraft and related activities; Aviation can

be conveniently divided into military aviation, air transport, and general aviation.
Military aviation includes all aviation activity by the armed services, such as
combat, reconnaissance, and military air transport. Air transport consists mainly of
the operation of commercial airlines, which handle both freight and passengers.
General aviation consists of agricultural, business, charter, instructional, and
pleasure flying; it includes such activities as the operation of air taxis, as well as
aerial surveying and mapping
The Airline Industry
It was Jan. 1, 1914, when a 25-year-old test pilot by the name of Tony Jannus flew
aircraft stylish Thomas Benoist‟s wood-and-muslin “Flying Boat No. 43” across
Tampa Bay and into aviation history. Though the journey lasted a only 23 minutes
and had just one paying passenger (Abram Phell, then mayor of St. Petersburg, who
paid $400 at auction), the trip would go down in the record books as the world‟s
first scheduled commercial airline flight.
The St. Petersburg to Tampa Airboat Line was the brainchild of Jacksonville-based
electrical engineer Percival Fansler. According to archived reports of that fateful
day 100 years ago, Fansler told a crowd of 3,000 gathered in St. Petersburg that the
Airboat Line to Tampa would be “a forerunner of great activity.”
“What was impossible yesterday is an accomplishment of today the unbelievable,”

he said. Fansler‟s rickety seaplane was powered by a noisy, six-cylinder, 75-
horsepower engine and operated for just four months, but his ambition struck a
chord with the public. He and his fellow aviation pioneers had unwittingly kicked
started an industry that today provides a kind of global connectivity that was
“unbelievable” a century ago.
To put this achievement in perspective, consider this: On Jan. 1, 1914, one

commercial passenger flew on one commercial flight. On Jan. 1, 2014, an estimated
8 million people flew on nearly 100,000 flights.
Statistics from the International Air Transport Association, or IATA, show that
some 3.1 billion people flew in 2013, surpassing the 3 billion mark for the first time
ever. That figure is expected to grow to 3.3 billion by 2014 and represents about 44
percent of the world‟s population.
But it‟s not just people who fly. An estimated 50 million tons of cargo are
transported each year, representing an annual value of some $6.4 trillion (or 35
percent of the value of goods traded internationally). Meanwhile, the aviation
industry supports more than 57 million jobs and generates $2.2 trillion in economic
activity. According to IATA, the industry‟s direct economic contribution of around
$540 billion would, if translated into the GDP ranking of countries, place the
industry in 19th position.
IATA, which represents 240 airlines (or 84 percent of the world‟s total air traffic),
invited the flying public to join in a yearlong celebration of the 100th anniversary of
commercial aviation and take part in a conversation about what needs to happen to
make the next 100 years even more momentous.
“Aviation is a force for good. And the potential of commercial flight to keep
changing the world for the better is almost unlimited,” Tyler said. “Growing and
sustainably spreading the benefits of connectivity will require the industry,
governments, regulators and local communities keep true to the „all-in-it-together‟
ethos that was the bedrock of that pioneering first flight. And we should be guided
through the long-term interests of all whose lives are positively transformed by
commercial aviation every day.”
“A hundred years is something worth celebrating,” Tyler noted of the event. “And
we look forward to creating an equally remarkable legacy for commercial aviation‟s
second century.
Today
Unit 2: Regulatory Authority
INTERNATIONAL AIR TRANSPORT ASSOCIATION
International air transport is one of the most dynamic and fastest-changing

industries in the world. It needs a responsive, forward-looking and universal trade
association, operating at the highest professional standards. IATA is that
association.
IATA originally founded in Havana, Cuba in 1945. IATA brings together

approximately 230 airlines from more than 126 nations, including the world‟s
largest. Flights by these airlines comprise more than 95 percent of all international
scheduled air traffic.
Since these airlines face a rapidly changing world, they must cooperate in order to
offer a seamless service of the highest possible standard to passengers and cargo
shippers. Much of that cooperation is expressed through IATA, whose mission is to
“represent and serve the airline industry”.
Continual efforts by IATA ensure that people, cargo and mail are carried around
the vast worldwide airline network as easily as if they were on a single airline in a
single country. In addition, IATA helps to ensure that Members‟ aircraft can
operate safely, securely, efficiently and economically under clearly defined and
understood rules.
For Consumers, IATA simplifies the travel and shipping process. By helping to
control airline costs, IATA contributes to cheaper tickets and shipping costs.
Thanks to airline cooperation through IATA, individual passengers can make one
telephone call to reserve a ticket, pay in one currency and then use the ticket on
several airlines in several countries-or even return it for a cash refund.
IATA is also a collective link between third parties and the airlines. Passenger and
cargo agents are able to make representations to the industry through IATA and
derive the benefit of neutrally applied agency service standard and levels of
professional skill. Equipment manufacturers and third-party service providers are
able to join in the airline meetings which define the way air transport goes about its
business.
IATA allows airlines to operate more efficiently. It offers joint means - beyond the
resources of any single company - of exploiting opportunities, reducing costs and
solving problems. Airlines knit their individual networks into a worldwide system
through IATA despite differences in language, currencies, laws and national
customs.
IATA is a useful means for governments to work with airlines and draw on their
experience and expertise. Working standards within the aviation industry are
developed within IATA. In fostering safe and efficient air transport, IATA serves
the stated policies of most of the world‟s governments.
Areas of Involvement
 Aircraft Operations
 Aircraft Engineering and Maintenance.
 Flight Operations.
 Fuel.
 Fuel Action Campaign.
Airport Development and Infrastructure
 Air Traffic Management.

 Environment.
 Infrastructure Strategy.
Cargo
 Cargo Operations.
 Live Animals.
 Perishable Goods.
 Standards.
 Tariffs.
 Unit Load Devices (ULD).
 Distribution (Cargo).
Finance
 Clearing Services.
 Credit Card Services.
 Currency Services.
 Fraud Prevention.
Passenger
 Coding.
 Consumer Corner.
 Distribution (Passenger).
 Fares and Ticketing.
 Ground Handling.
 In-flight Services.
 Passenger and Baggage Processing.
 Reservations
 Scheduling.
 Standards.
 Tariffs.
 Travel Agents
Regulatory and Public Policies
 Customs and Regulations.

 Government and Industry affairs.
 Legal.
 Regulatory and Public Policies.
 Standards.
Safety
 Auditing (IOSA).
 Cabin Safety.
 Dangerous Goods (HAZMAT).
 Emergency Response.
 Infrastructure Safety.
 Safety Data Management and Analysis.
 Insurance.
 Settlement Systems.
 Taxation.
Industry Initiatives
 Environment
 Fuel Action Campaign.
 Simplifying Passenger Travel.
 Simplifying the Business.
 Safety Issues.
Security and Facilitation
 Facilitation.
 Ground Handling
 Security Issues.
IATA Traffic Conference Areas
Since the main aim of an airline operation is the carriage of Traffic, it is this activity
of IATA which is regarded as the most important.
Traffic is defined as:
Passengers Baggage
Cargo Mail
IATA lays down rules and regulations in the form of Resolutions.
This is achieved at meetings called Conferences.
There are three individual Traffic Conferences each dealing with the operations
carried out within a respective Area of Jurisdiction.
Before IATA Resolutions (Rules and Regulations) can be fully accepted, they must
be approved by the Government of each Member Airline.
In Brief: IATA passes resolutions and Governments approve resolutions.

Once a resolution is passed, it is binding on all members.
A MEMBER THAT BREACHES A RESOLUTION MAY BE FINED.
Note : IATA has no control over purely domestic operations of an airline.
INTERNATIONAL CIVIL AVIATION ORGANISATION
(ICAO)
Foundation of the International Civil Aviation Organization (ICAO)
The US government extended an invitation to 55 States or authorities to attend, in

November 1944, an International Civil Aviation Conference in Chicago A
Convention on International Civil Aviation was signed by 32 States set up the
permanent International Civil Aviation Organization (ICAO) as a means to secure
international co-operation and highest possible degree of uniformity in regulations,
standards, procedures, organization regarding civil aviation matters. At the same
time the International Services Transit Agreement and the International Air
Transport Agreement were signed.
The most important work accomplished by the Chicago Conference was in the
technical field because the Conference laid the foundation for a set of rules and
regulations regarding air navigation as a whole which brought safety in flying a
great step forward and paved the way for the application of a common air
navigation system throughout the world.
The Convention on International Civil Aviation set forth the purpose of ICAO.
“WHEREAS the future development of international civil aviation can greatly help
to create and preserve friendship and understanding among the nations and peoples
of the world, yet its abuse can become a threat to the general security, and
WHEREAS it is desirable to avoid friction and to promote that co-operation

between nations and peoples upon which the peace of the world depends.
THEREFORE, the undersigned governments having agreed on certain principles

and arrangements in order that international civil aviation may be developed in a
safe and orderly manner and that international air transport services may be
established on the basis of equality of opportunity and operated soundly and
economically.
Aims of (ICAO)
Standardization
Establishes international standards, recommends practices and procedures covering

the technical fields of aviation.
-Licensing of personnel -Rules of the air
-Aeronautical meteorology -Units of measurement
(weather forecasting)
-Operation of aircraft -Nationality and registration marks
-Airworthiness -Aeronautical telecommunications
-Air traffic services -Search and rescue
-Aircraft accident investigations -Aeronautical information services
-Dangerous goods. -Security
-Air traffic services. -Aircraft noise.
-Aerodromes. -Engine missions.
Facilitation
ICAO continues to try and persuade contracting states to reduce red tape regarding
customs, immigration, public health and other formalities for passengers and cargo.
In addition to reducing procedural formalities, ICAO‟s efforts are also aimed at
providing adequate airport terminal buildings for passengers and their baggage as
well as for air cargo, with all related facilities and services.
Economics
The Convention on International Civil Aviation requires that international air

transport services be established on the basis of equality of opportunity and
operated soundly and economically. ICAO‟s basic objective is the development of
safe, regular, efficient and economical air transport. To assist states in planning
their air transport services, ICAO collects and publishes comprehensive world
aviation statistical data, and undertakes extensive economic studies in line with
resolutions of the ICAO Assembly and recommendations of world-wide conferences.
Technical Co-Operation for Development
ICAO pays special attention to promoting civil aviation in developing countries. So

far most of the Organization‟s work in this area has been directed toward the
development of the ground services required for civil aviation and, in particular,
toward aerodromes, air traffic control, communications and meteorological services
in the past few years With the advent of larger and more complex aircraft, requests
for assistance in the more sophisticated fields of aviation, including airport
operations, have been increasing in number. Assistance in general has consisted of
advising on the organization of government civil aviation departments and on the
location and operation of facilities and services, and particularly in the recruitment
and administration of experts, fellowships, training and procurement of equipment.
Many large civil aviation training centers have been created or assisted by ICAO in,
for example, Egypt, India, Indonesia, Jordan, Kenya, Morocco, Nigeria, Pakistan,
Thailand and Tunisia.
ICAO technical co-operation missions consisting of one or more technical experts

have gone to nearly one hundred states all over the world. Over 100,000 students
have attended training schools registered with ICAO.
ICAO Airport: a four-letter code which is used by air-traffic control systems and
for airports that do not have an IATA airport code
IATA airline designator: sometimes called IATA reservation codes, are two-
character codes assigned by the (IATA) to the world's airlines and the codes
themselves are described in IATA's Airline Coding Directory.
Airline Coding Directory: published twice-annually. Airline designator codes follow

the format xx (a), i.e., two alphanumeric characters (letters or digits) followed by an
optional letter. Although the IATA standard provides for three-character airline
designators, IATA has not used the optional third character in any assigned code.
This is because some legacy computer systems, especially the "central reservations
systems", have failed to comply with the standard, notwithstanding the fact that it
has been in place for 20 years. The codes issued to date comply with IATA
Resolution 762, which provides for only two characters. These codes thus comply
with the current airline designator standard, but use only a limited subset of its
possible range.
IATA airline designators are used to identify an airline for commercial purposes in
reservations, timetables, tickers, tariffs, air waybills and in telecommunications.
Flight Designator is the concatenation of the airline designator, xx(a), and the
numeric flight number n(n)(n)(n), plus an optional one-letter "operational suffix"
(a). Therefore, the full format of a flight designator is xx (a) n (n) (n) (n) (a).
After an airline is delisted, IATA can make the code available for reuse after six
months and can issue "controlled duplicates". Controlled duplicates are issued to
regional airlines whose destinations are not likely to overlap, so that the same code
is shared by two airlines. The controlled duplicate is denoted here, and in IATA
literature, with an asterisk (*).
IATA also issues an accounting or prefix code. This number is used on tickets as the
first three characters of the ticket number.
The IATA codes originally based on the ICAO designators which were issued in
1947 as two-letter airline identification codes (see the section below).
ICAO airline designator
IATA Flight coupon stock control number
The ICAO airline designator is a code assigned by the ICAO to aircraft operating
agencies, aeronautical authorities, and services related to international aviation,
each of whom is allocated both a three-letter designator and a telephony designator.
These codes are unique by airline; unlike the IATA airline designator codes. The
designators are listed in ICAO Document 8585: Designators for Aircraft Operating
Agencies, Aeronautical Authorities and Services.
ICAO codes have been issued since 1947. The ICAO codes originally based on a
two-letter-system and were identical to the airline codes used by IATA. After an
airline joined IATA its existing ICAO-two-letter-code was taken over as IATA code.
So in the 1970s the abbreviation BA was the ICAO code and the IATA code of
British Airways while non-IATA-airlines like used their 2-letter-abbreviation as
ICAO code only. In the early 1980s ICAO introduced the current three-letter-
system due to the increasing number of airlines. It became the official new standard
system in November 1987.
An example is:
Operator: American Airlines
Three-letter designator: AAL (the original ICAO-two-letter-designator AA was
used until 1987 and is also the IATA code of the airline)
Telephony designator: AMERICAN
Certain combinations of letters, for example SOS, are not assigned to avoid
confusion with other systems. Other designators, particularly those starting with Y
and Z, are reserved for government organizations.
The designator YYY is used for operators that do not have a code assigned.
Call signs (flight identification or flight ID)
Type C: the telephony designator of the aircraft operating agency, followed by the
flight identification.
The one most widely used within commercial aviation is type C. The flight
identification is very often the same as the flight number, though this is not always
the case. In case of call sign confusion different flight identification can be chosen,
but the flight number will remain the same. The flight number is published in an
airline's public timetable and appears on the arrivals and departure screens in the
airport terminals. In cases of emergency, the airline name and flight number, rather
than the call sign, are normally mentioned by the main news media.
WORLD HEALTH ORGANIZATION WHO
The World Health Organization is the United Nations specialized agency for health.
It was established on 7 April 1948. WHO‟s objective, as set out in its Constitution, is
the attainment by all peoples of the highest possible level of health. Health is defined
in WHO‟s Constitution as a state of complete physical, mental and social well-being
and not merely the absence of disease or infirmity.
WHO is governed by 192 Member States through the World Health Assembly. The
Health Assembly is composed of representatives from WHO‟s Member States. The
main tasks of the World Health Assembly are to approve the WHO programmed.
Unit 3: Theory of Flight
Unit 4: Airport Flight Handling Agencies
Many airlines subcontract ground handling to airports, handling agents or even to

another airline. According to the International Air Transport Association (IATA),
conservative estimates indicate airlines outsource more than 50 per cent of the
ground handling that takes place at the world's airports. Ground handling
addresses the many service requirements of an airliner between the time it arrives
at a terminal gate and the time it departs on its next flight. Speed, efficiency, and
accuracy are important in ground handling services in order to minimize the
turnaround time {the time during which the aircraft must remain parked at the
gate}.
Airlines with less-frequent service or fewer resources at a particular location

sometimes subcontract ground handling or on-call aircraft maintenance to another
airline, as it is a short-term cheaper alternative to setting up its own ground
handling or maintenance capabilities.
Airlines may participate in an industry-standard Mutual Assistance Ground Service

Agreement (MAGSA). The MAGSA is published by the Air Transport Association
and is used by airlines to assess prices for maintenance and support to aircraft at so-
called MAGSA Rates, which are updated annually based on changes in the U.S.
Producer Price Index Airlines may choose to contract for ground handling services
under the terms of a Standard Ground Handling Agreement (SGHA) published in
the International Air Transport Association Airport Handling Manual. Airlines
may also contract for ground handling services under non-standard terms.
Most ground services are not directly related to the actual flying of the aircraft, and
instead involve other tasks. The major categories of ground handling services are
described below.
This includes services on the ramp or apron, such as:
 Guiding the aircraft into and out of the parking position {by way of aircraft
marshaling},
 Towing with pushback tractors
 Toilets drainage
 Water cartage {typically non-potable for lavatory sink use}
 Air conditioning (more common for smaller aircraft)
 Air start units (for starting engines)
 Luggage handling, usually by means of belt loaders and baggage carts
 Gate checked luggage, often handled on the tarmac as passengers disembark
 Air handling, usually by means of cargo dollies and cargo loaders
 Catering trucks
 Refueling, which may be done with a refueling tanker truck or refueling
pumper
 Ground power (so that engines need not be running to provide aircraft
power on the ground)
 Passenger stairs (used instead of an aerobridge or air stairs, some budget
airlines use both to improve turnaround speed)
 Wheelchair lifts, if required
 Hydraulic mules {units that provide hydraulic power to an aircraft
externally}
 Deicing
Passenger service
This includes services inside the airport terminal such as:
 Providing check-in counter services for the passengers departing on the

customer airlines.
 Providing gate arrival and departure services. The agents are required to
meet a flight on arrival as well as provide departure services including
boarding passengers and closing the flight.
 Staffing the transfer counters, customer service counters and airline lounges.
Field operation service
This service dispatches the aircraft, maintains communication with the rest of the
airline operation at the airport and with Air Traffic Control.
Cabin service
The primary aim of this service offering is to ensure passenger comfort. While cabin
cleaning comprises the bulk of the effort, it also includes tasks such as replenishing
onboard consumables {soap, tissues, and toilet paper, reading materials} and
washable items like pillows and blankets.
Catering
Includes the unloading of unused food and drink from the aircraft and the loading
of fresh food and drink for passengers and crew. Airlines meals are typically
delivered in Airlines service carts or trolleys. Empty or trash-filled trolleys from the
previous flight are replaced with fresh ones. Meals are prepared mostly on the
ground in order to minimize the amount of preparation (apart from chilling or
reheating) required in the air.
Types of Flights
There are two main types of passenger flights;
1. Scheduled Flights
2. Charter Flights
As the handling agent, it is important all staff members are aware of the differences,
procedures and the types of passengers we handle and the line of communication
and from whom we take our instructions.
Depending on the operations requirements you may be assigned to a particular

section or flight, or you may deal with many sections and many different airlines.
Scheduled Flights
 The airline has control of ticket sales to the consumer through airline ticket
office or via travel agencies.
 Ticket prices are determined by the airline.
 Schedule flights run to a published time table and the airline retains control
of the flight operations and may cancel if required.
 Scheduled tickets may be refundable, or may used on another day, or may on

another airline depends on the price paid for the ticket and terms of travel.
 Most scheduled flights operate with different classes of service including

lounge facilities for higher classes.
 Loyalty to an airline may be encouraged by means of frequent travel

schemes.
 Passengers may have additional connecting flights on a though ticket using

the same or different airline. The airline may liable for missed connections
due delays or en route.
Low Cost Scheduled Airlines
 The „Low Cost Carrier‟ airlines also operates on a schedule on a strictly

„no-frills‟ basis. (with basic needs & low cost) The prices charged for the
tickets booked in advance can be extremely cheap with remaining seats
being very competitively priced.
 Some airlines will charge the passenger for every piece of checked baggage.
 Flights are operated on a point to point basis. No transfer of baggage or

passengers to another destination even it‟s the same airline.
 Catering has to be purchased onboard.
 No higher classes, most of the time operates with one class. (fully economy)
 Most of the low cost airlines are non-IATA carriers and the tickets are not
interchangeable with another carrier.
 Reduced weight limitations on baggage.
 Excess baggage charges are applied without discretion.
Charter Flights
The charter operation is where an individual, sports club or a travel operator

arranges for the airline to operate a single flight or a series of flights to their own
requirements. Tour operator may charter one or more aircraft to fly to a single or
multiple destinations over the summer or winter period to transport their clients to
their destinations.
 Airline sells capacity to one or more charter operators or tour operators.
 The charter operator has control of ticket sales to the consumer. This may
be direct or via travel agencies.
 Ticket prices are determined by the charter operator.
 Flights are operated as arranged, rather than to a published time table.
 Flights may be delayed or cancelled as per charter operator's request.
 Tickets are only valid for the flight, airline and the date shown.
 Generally charter flights do not offer more than one class of service. In
special cases may offer if contracted between the airline and the charter
operator.
Unit 5: City & Airport Codes Aviation Terminology
ATA Airport code: a three-letter code which is used in passenger reservation,

ticketing, and baggage-handling systems
Major World Airports
Europe
Country City Code Airport Code
FRANCE Paris PAR Charles De Gaulle CDG

Orly
ORY
GERMANY Berlin BER Tegal TXL
ITALY Rome ROM Fiumicino

FCO
(Leonardo Da Vinci)
RUSSIA Moscow MOW Sheremetyvo SVO
U.K London LON Heathrow LHR

Gatwick LGW
North America
CANADA Montreal YMQ Mirabel YMX
Toronto YTO Pearson YYZ
U.S.A Chicago CHI O‟Hare

ORD
Midway MDW
New York NYC John.F.Kennedy JFK
La Guardia LGA
Newark EWR
Washington WAS Dalas International IAD
National Airport DCA
South America
ARGENTINA Buenos Aires BUE Ministro Pistarini

EZE
BRAZIL Rio de Janeiro RIO Galeao

GIG
Asia
Country City Code Airport

Code
CHINA Beijing BJS Capital Airport

PEK
JAPAN Tokyo TYO Heneda HND
WORLD GEOGRAPHY
Mapping: Important Places of the World
Country City, Province Code
North America
Montreal YMQ
Canada Ottawa
YOW
Toronto YYZ
Vancouver YVR
United States – USA

Atlanta ATL
Boston BOS
Chicago CHI
Dallas DFW
Newyork NYC
San Fransisco SFO
Seattle SEA
Washinton WAS
Europe
Albania Tirana TIA

Austria Vienna
VIE
Belgium Brussels BRU
Cyprus Larnaca LCA
Denmark Copenhagen CPH
Finland Helsinki HEL
France Paris PAR
Germany Berlin BER
Frankfurt FRA
Greece Athens ATH
Italy Milan MIL
Naples NAP
Norway Bergen BGO
Oslo OSL
Poland Warsaw WAW
Portugal Lisbon LIS
Funchal FNJ
Romania Bucharest BUH
Russian fed Moscow MOW
St.Petersburg LED
Spain Barcelona BCN
Las Palmas Canary Islands LPA
Madrid MAD
Malaga AGP
Switzerland Geneva GVA

Zurich ZRH
Turkey Ankara
ANK
Istanbul IST
Ukrane Kiev IEV
United Kingdom London LON
Manchester MAN
Yugoslavia Belgrade BEG
Africa
Algeria Algiers
ALG
Angola Luanda
LAD
Benin Cotonou COO
Botswana Gabarone GBE
Burkina Faso Ouagadougou OUA
Burundi Bujumbura BJM
Cameroon Douala DLA
Central African Republic Bangui BGF
Chad Ndjamena NDJ
Congo Brazzaville BZV
Cote De Ivoire Abidjan ABJ
Djiboti Djbouti JIB
Egypt Cairo CAI
Equatorial Guinea Bata BSG
Eritrea Asmara ASM
Ethiopia Addia Ababa ADD
Gabon Libreville LBV
Ghana Accra ACC
Guinea Conakry CKY
Guinea Bissau Bissau BXO
Kenya Mombasa MBA

Nairobi NBO
Monrovia MLW
Liberia Monrovia MLW
Libyan Arab Jamahiriya Benghazi BEN

Tripoli TIP
Madagascar Antananarivo TNR
Malawi Lilongwe LLW
Blantyre BLZ
Gambia Banjul BJL
Mali Bamako BKO
Mauritania Nouakchott NKC
Mauritius Mauritius (Port Louis) MRU
Morocco Casablanca CAS
Tangier TNG
Mozambique Beira BEW
Maputo MPW
Nambia Windhoek WDH
Niger Niamey NIM
Nigeria Kano KAN
Lagos LOS
Reunion St.Denis RUN
Rwanda Kigali KGL
Senegal Dakar DKR
Seychelles Mahe SEZ
Sierra Leone Freetown FNA
Somalia Mogadishu MGQ
South Africa Cape Town CPT
Durban DUR
Johannesburg JNB
Sudan Khartoum KRT
Tanzania Dar Es Salaam DAR
Togo Lome LFW
Tunisia Tunis TUN
Uganda Entebee EBB
Zambia Lusaka NLA
Ndola NLA
Zimbabwe Harare HRE
Middle East
Bahrain Bahrain BAH

Iran Abadan ABD
Tehran THR
Iraq Bagdad BGW
Basra BSR
Israel Tel Aviv TLV
Jordan Amman AMM
Kuwait Kuwait
KWI
Lebanon Beruit BEY
Qatar Doha DOH
Saudi Damam DMM
Jeddah JED
Riyadh RUH
Syria Damascus DAM
United Arab Emirates Abu Dhabi AUH
Dubai DXB
Yemen Aden ADE
Sanaa SAH
Oman Muscat MCT
Asia
Afghanistan Kabul KBL

Bangaladesh Dhaka DAC
Brunei Darussalam Bander Seri Begawan BWN
China Guanghou CAN
Beijing BJS
Shangai SHA
Hong Kong Hong Kong HKG
India Mumbai BOM
Kolkata CCU
Delhi DEL
Chennai MAA
Indonesia Jakarta JKT
Japan Osaka OSA
Tokyo TYO
Kazakhstan Alma Ata ALA

Korea, Democratic People‟s Pyongyang FNG
Korea, Republic Seoul SEL
Malaysia Kualalumpur KUL
Pakistan Karachi KHI
Lahore LHE
Philippines Manila MNL
Singapore Singapore SIN
Srilankan Colombo CMB
Tajikistan Dushanbe DYB
Taiwan Taipei TPE
Thailand Bangkok BKK
Turkmenistan Ashkhabad ASB
Vietnam Hanoi HAN
Australia & Pacific
Australia Brisbane BNE

Canberra CBR
Darwin DRW
Melbourne MEL
Perth PER
Sydney SYD
Fiji Nandi NAN
Guam Guam GUM
Hawai, USA Honolulu HNL
Newzeland Auckland AKL
Air port Codes/ City Codes
City
Amsterdam AMS
Abu Dhabi AUH
Aleppo ALP
Alexandria ALY
Amman AMM
Athens ATH
Atlanta USA ATL
Baltimore USA BWI
Birmingham BHX
Boston BOS
Bahrain BAH
Brussels BRU
Cairo CAI
Chicago O‟Hare ORD
Cleveland USA CLE
Copenhagen CPH
Casablanca CMN
Dallas /FT.Worth DFW
Dammam DMM
Delhi DEL
Denver USA DEN
Detroit USA DTW
Dubai DXB
Doha DOH
Damascus DAM
Frankfurt FRA
Geneva GVA
Halifax Canada YHZ
Hong Kong HKG
Honolulu HNL
Istanbul IST
Johennusburg JNB
Jeddah JED
Kuwait KWI
Las Vegas LAS
Lebanon BEY
Luxor LUX
Lisbon LIS
Liverpool UK LPL
London Gatwick LGW
London Heathrow LHR
Air port Codes/ City Codes
Airport Code
Los Angeles LAX

Manila MNL
Mexico City MEX
Madrid MAD
Miami USA MIA
Milan MXP
Montreal Dorval MCT
Moscow SVO
Munich MUC
New Orleans MSY
New York Kennedy JFK
New York La Guardia LGA
Nirobi NBO
Newark EWR
Ottawa Canada YOW
Paris de Gaulle CDG
Philadelphia USA PHL
Phoenix USA PHX
Pittsburgh USA PIT
Prague PRG
Rome FCO
Riyadh RUH
Salt Lake City SLC
San Diego SAN
Sanah SAH
San Francisco SFO
Seattle USA SEA
Singapore SIN
Sharjah SHJ
Tehran THR
Vancouver YVR
Vienna VIE
Washington Dulles IAD
Washington National DCA
Zurich ZRH
COUNTRY CODES
COUNTRY CODE COUNTRY CODE
Afghanistan AF Albania AL
Algeria DZ American Samoa AS
Andorra AD Angola AO
Anguilla AI Antigua and Barbuda AG
Argentina AR Armenia AM
Aruba AW Australia AU
Austria AT Azerbaijan AZ
Bahamas BS Bahrain BH
Bangladesh BD Barbados BB
Belgium BE Belarus BY
Belize BZ Benin BJ
Bermuda BM Bhutan BT
Bosnia-Herzegovina BA Bolivia BO
Botswana BW Brazil BR
Brunei BN Bulgaria BG
Burkina Faso BF Burundi BI
Cameroon CM Canada CA
Cape Verde CV Caiman Islands KH
Cambodia KH Central African Rep.
CF
Chad TD Chile CL
China CN Christmas Islands CX
Cocos/Keeling/Isl. CC Colombia CO
Comoros KM Congo CG
Costa Rica CR Cote d‟Ivoire CI
Cuba CU Cyprus CY
Czech Rep. CZ Croatia HR
Denmark DK Djibouti DJ
Dominica DM Dominican Rep. DO
Ecuador EC Egypt EG
El Salvador SV Equatorial Guinea GQ
Eritrea ER Estonia
EE
Ethiopia ET Fiji FJ
Finland FI France FR
French Guiana GF French Polynesia PF
Gabon GA Gambia GM
Germany DE Georgia GE
Ghana GH Gibraltar GI
Greece GD Guadeloupe GP
Guam GU Guatemala GT
Guinea GN Guinea-Bissau
GW
Guyana GY Haiti HT
Honduras HN Hong Kong HK
Hungary HU Iceland IS
India IN Indonesia ID
Iraq IQ Ireland IE
Israel IL Italy IT
Jamaica JM Japan JP
Jordan JO Kazakhstan KZ
Kenya KE Korea Dem. Peoples KP
Kuwait KW Kyrgyzstan KG
Laos Peoples Dem. LA Latvia LV
Lebanon LB Lesotho LS
Liberia LR Libyan Arab LY
Lithuania LT Luxembourg LU
Macau MO Macedonia MK
Madagascar MG Malawi MW
Malaysia MY Maldives MV
Mali ML Malta MT
Marshall Islands MH Martinique MQ
Mauritania MR Mauritius MU
Mexico MX Moldova MD
Monaco MC Mongolia MN
Montserrat MS Morocco MA
Mozambique MZ Myanmar/former Burma MM
Namibia NA Nauru NR
Nepal NP Netherlands NL
Netherlands Antilles AN New Caledonia NC
New Zealand NZ Nicaragua NI
Niger NE Nigeria NG
Niue NU Norfolk Island NF
Norway NO Oman OM
Pakistan PK Palau PW
Panama PA Papua New Guinea PG
Paraguay PY Peru PE
Philippines PH Poland PL
Portugal PT Puerto Rico PR
Qatar QA Reunion RE
Romania RO Russian Federal RU
Rwanda RW St. Kitts and Nevis KN
St. Lucia LC St. Vincent/Grenadines VC
Samoa-Western WS San Marino SM
Saudi Arabia SA Senegal SN
Sierra Leone SL Singapore SG
Slovakia SK Slovenia SI
Solomon Islands SB Somalia SO
South Africa ZA Spain/Canary Island ES
Sri Lanka LK St. Helena SH
St. Pierre/Miquelon PM Sudan SD
Suriname SR Svalbard/J.M. Island SJ
Sweden SE Switzerland CH
Syrian Arab Rep. SY Tajikistan TJ
Taiwan TW Tanzania United Rep.
TZ
Thailand TH Togo TG
Tonga TO Trinidad and Tobago TT
Tunisia TN Turkey
TR
Turkmenistan TM Uganda UG
Ukraine UA USSR/Soviet Reps. SU
United Arab Emirates AE United Kingdom GB
United States US Uruguay UY
Uzbekistan UZ Vanuatu VU
Venezuela VE Vietnam VN
Virgin Islands/US VI Yemen YE
Yugoslavia YU Zimbabwe ZM
Airline Airline code City
 Air Arabia G9 Sharjah

 British Airways BA London Heathrow
 Emirates Airlines EK Dubai
 Etihad Airways EY Abu Dhabi
 Jazeera Airways J9 Kuwait
 Jet Airways 9W Bombay/Cochin
 KLM Royal Dutch Airlines KL Amsterdam
 Lufthansa LH Frankfurt
 Oman Air WY Muscat
 Qatar Airways QR Doha
 Srilankan Airlines UL Colombo
 Turkish Airlines TK Istanbul
 Royal Jordaninan RJ Amman
 Baharain Air BN Bahrain
 Nas Air XY Riyadh
 Singapore Airlines SQ Singapore
 Air Koryo JS Pyongyang
 Gryphon Airlines QB Baghdad/Kandahar
 Ukraine International PS Kiev
 Safi Airways 4Q Kabul
 Almasria Universal UJ Alexandria/Assiut
 Fly Dubai FZ Dubai
 Air Arabia – Egypt E5 Alexandria/Assiut
 Ethiopian Airlines ET Addis Ababa
 Al Naser Airlines 6O Najaf
Airline Abbreviations
AGT Agent
A/C Aircraft
ATC Air traffic control
ARR Arrival
ASAP As soon as possible
AUTH Authority, Authorization
AVIH Animal in hold (baggage compartment)
ATA Actual time of arrival
ATD Actual time of departure
BIKE Bicycle
BLND Blind
BRDG Boarding
BSCT Bassinet
BULK Bulk baggage
CAA Civil Aviation Authority
CANX Cancelled
CIP Commercially important passenger
CBBG Cabin baggage
CFY Clarify
CHD Child
CHTR Charter
CKIN Check-in related information
CONX Connection
CTC Contact
DEAF Deaf passenger
DBC Denied boarding compensation
DCS Departure control system
DG Dangerous goods
DGR Dangerous goods regulations
DEP Departure / depart / departed
DEPA Accompanied deportee
DEPU Unaccompanied deportee
DIPL Diplomatic
DHC Dead head crew
EFF Effective
ETA Estimated time of arrival
ETD Estimated time of departure
EXST Extra seat
FLT Flight
FIM Flight interruption manifest
FOC Free of charge
FOI Form of indemnity
FRAG Fragile baggage
GPST Group seat request

HTL Hotel
HUM Human remains
INAD Inadmissible passenger
INF Infant
INTL International
LANG Language
LMC Last minute change
MAAS Meet and Assist
MCO Miscellaneous charges order
MEDA Medical case
MSCN Misconnect (ted), (tion)
NBR Number
NOCN No connection
NOOP No operate / No operation
NOSH No show
NCR No record passenger
NSST No smoking
ORIG Origin (al), (ate), (ated), (ation)
PETC Animal in cabin
PNR Passenger name record
PSGR Passenger
PRM Passengers with reduced mobility
PSPT Passport
PIL Passenger information list
PSM Passenger services message
PTM Passenger transfer message
RGDS Regards
RMKS Remarks
REQ Request
RES Reservation
RLSE Release
RPT Repeat
RQST Seat request
RR Reconfirmed
SEMN Ships-crew – Seaman
SKED Schedule
SMST Smoking seat
SPML Special meal

STCR Stretcher passenger
STA Scheduled time of arrival
STD Scheduled tome of departure
STN Station
SPVR Stopover
SOM Seat occupied message
TCI Through check in
TOB Total onboard
TKNO Ticket number
TKTD Ticketed
TOTL Total
TWOV Transit without visa
UC Unable to accept
UMNR Unaccompanied minor
UM08 Unaccompanied minor) followed by age )
UNK Unknown
VIP Very important passenger
VVIP Very very important passenger
WCHC Wheelchair C for Cripple, passenger completely immobile,
requires wheelchair and must carried up/down steps and to/from
cabin.
WCHR Wheelchair R for Ramp, passenger can a ascend/descend steps,
is able to make own way to/from cabin seat, but requires
wheelchair for distances.
WCHS Wheelchair S for no steps, passenger cannot
ascend/descent steps, cannot walk distances, but can make own
way to/from cabin seat
YY Instead of airline prefix, to indicate all airlines concerned
YP Young passenger
Short Terms Long Terms
 GHA – Ground Handling Agent

 PDR – Passenger Disruption Report
 ACM – Additional Crew Member
 ICAO – International Civil Aviation Organization
IATA – International Air Transport Association
 PTM – Passenger Transfer Message
 PIR – Property Irregularity Report
 DPR – Damage Pilferage Report
 OHD – On Hand Report
 FHR – Flight Handling Report
 LRT – Limited Release Tag
 PRM – Passenger with Reduce Mobility
 PDR – Passenger Disruption Report
 GOM – Ground Handling Manual
 ULD – Unite Load Device
 TIS – Technical Instruction
 LMC – Last Minute Changes
 OCC – Operations Control Center
 SGHA – Standard Ground Handling Agreement
 RIRF – Ramp Incident Report Form
 LSI – Loading System Irregularity Message
 DCS – Departure Control System
 LAR – Live Animal Regulation
 LIZFW – Load Index at Zero Fuel Weight
 CPM – Container & Pallet Distribution Message
 MGW – Maximum Gross Weight
 MZFW – Maximum Weight For Zero Fuel
 MTOW – Maximum Weight for Take Off
 MLAW – Maximum Weight for Landing
 MGLW – Maximum gross Landing weight
 LAW – Landing Weight
 LITOW – Loaded Index at Take Off Weight
 TOF – Take Off Fuel
 TOW – Take Off Weight
 ZFW – Zero Fuel Weight
 GSE – Ground Support Equipment
 LDM – Load Message
 UTC – Universal Time Coordinator
 PSM – Passenger Services Manifest
 PNL – Passenger Name List
 ATC – Air Traffic Control
 PSM – Passenger Service Message
Airline Appendix
Air Waybill (AWB) The document made out by or on behalf of the shipper
which evidences the contract between the shipper and
carrier(s) for carriage of goods over routes of the
carrier(s)
Adult A person who has reached his/her 12th birthday on the

date of departure.
Air Carrier Same as Airline, Airways
Airport Tax Charge levied by a city or state at the time of departure
Availability Term used to present the number of seats remaining for

purchase
Baggage Tag Personal identification attached to a piece of baggage.
Baggage Claim Area That part of a transportation terminal passengers

may claim baggage checked in at
departure.
Boarding Pass Card handed to a passenger before boarding an

aircraft, it indicates that all check-in formalities
have been completed and specifies the class and
compartment of the aircraft, as well as sometimes
indicating the seat number allotted to the
passenger.
Business Travel Type of travel necessitated by a passenger‟s

professional Activities, and possibly requiring
special services, for example, meeting room,
secretaries.
Cancellation Fee Amount to be paid by a customer who fails to use

a reserved accommodation or a flight reservation.
Charter Hiring a whole transport vehicle for a particular

journey or a specified period of time.
Check-In Formalities undertaken on the arrival of a

passenger at an airport, or guest at a hotel. These
consist of the issue of a boarding pass for the
relevant flight or, at a hotel, the signing of the
register card.
Child passenger who has reached his/her second

birthday but not his/her twelfth.
CIP Commercially Important Person. Regular
customer holding a special card enabling him/her
to be distinguished from other passengers.
Configuration The seat arrangements of the aircraft.
Connecting Flight A flight which requires the passenger to change

aircraft as part of the itinerary.
Code Share A single flight on which space is shared and sold by two
airlines. The flight may have two flight numbers.
Cargo Anything carried or to be carried in an aircraft, except

air postal mail and passenger‟s checked baggage
Dangerous Goods Articles or substances which are capable of posing a

significant risk to health, safety or to property when
transported by air.
Destination The final stopping place / city shown in the ticket / air
waybill.
Direct Flight Flight between two points that does not require a
passenger to change aircraft, although there may be
intermediate stop(s).
Downgrade To be moved to a lower class of service.
Endorsement Authority from an airline to transfer

transportation document (air ticket or flight
coupon) to another airline
Flight Coupon That part of an airline ticket containing details

of the
flight reserved for the passenger.
Flight Number Specific designation of a flight expressed in

letters and
figures.
Fare Amount paid for transportation by air, rail or ship for
both international and domestic travel
Go Show A passenger who shows up for a flight without

reservation
Greenwich Mean Time The time at Greenwich, ENGLAND. {GMT}
Infant passenger who has not reached his/her 2nd birthday on

the
date of departure.
Itinerary A description of customer‟s travel plans, including all

flights Booked.
Minimum Connecting Time The minimum time needed to make a connection

between two Flights.
No-Show Passenger holding a reservation on a flight, who fails to

use or cancel it.
Loading Bridge A covered passageway from the airport

technical building to an aircraft for the use of
embarking and disembarking passengers.
MCT Minimum connecting time. Minimum time

needed to make a connection between two
flights.
On Request Term used to indicate that space on an aircraft

has been
requested but is not yet confirmed.
Open Ticket Ticket that does not specify the date on which
the service is to be performed, leaving the
passenger to secure a reservation at a later date.
Origin The first point of departure at which the journey

commences from
Overbooking Reservation of more seats than there are available.
Reconfirmation Procedure by which passengers confirm their

intention to use the seat they have reserved on
an aircraft.
Revalidation Sticker Official notice affixed to a flight coupon to indicate that
a new reservation has been made.
Standby A passenger who does not hold a confirmed reservation

but who waits at the airport ready to travel if a seat.
becomes available at the last minute.
Some airlines
offer cheaper fares for such passenger.
Stopover A deliberate interruption of a journey, requested by
passenger, at a place between points of departure
and destination.
Terminal Building at airport where the formalities for departing
and arriving passengers are processed.
Traffic Documents Airline‟s passenger ticket and other travel

authorization
forms.
Unaccompanied Minor Child traveling by air without being accompanied by

an adult.
Waitlist Passenger awaiting confirmation of a requested flight

that is
currently fully booked.
Unit 6: Ticketing
Overview
Airline reservations systems contain airline schedules, fare tariffs, passenger

reservations and ticket records. An airline's direct distribution works within their
own reservation system, as well as pushing out information to the Global
Distribution System {GDS} it is a network operated by a company that enables
automated transactions between travel service providers mainly airlines, hotels and
car rental companies and travel agencies traditionally relied on GDS for services,
products & rates in order to provision travel-related services to the end consumers.
A GDS can link services is a second type of direct distribution channel for
consumers who use the internet or mobile applications to make their own
reservations. Travel agencies and other indirect distribution channels access the
same GDS as those accessed by the airlines' reservation systems, and all messaging
is transmitted by a standardized messaging system that functions on two types of
messaging that transmit on SITA's HLN [high level network]. Since airline
reservation systems are business critical applications, and they are functionally
quite complex, the operation of an in-house airline reservation system is relatively
expensive.
Prior to deregulation, airlines owned their own reservation systems with travel
agents subscribing to them. Today, the GDS are run by independent companies with
airlines and travel agencies as major subscribers.
As of February 2009, there are only four major GDS providers in the market space:
Amaseus; Travelport; Worldspan and Sabre shares. There is one major Regional
GDS, Abacus, serving the Asian marketplace and a number of regional players
serving single countries, including Travelsky (China), Infiniti and Axess (both
Japan) and Topas (South Korea). Of these, Infini is hosted within the Sabre
complex, Axess is in the process of moving into a partition within the Worldspan
complex, and Topas agencies will be migrating into Amadeus.
Reservation systems like Navitaire hosts "ticket-less" airlines such as Ryanair and
AirAsia and "hybrid" - (airlines that use e-ticketing in addition to ticket-less to
accommodate code-shares and interlines) airlines such as AirTran, GOL and
Jetstar.
In addition to these "standardized" GDS, some airlines have registered versions

which they use to run their flight operations. A few examples are Deltamatic's OSS
system and EDS SHARES. SITA Reservations remains the largest neutral multi-
host airline reservations system, with over 100 airlines currently managing
inventory
Passenger Ticket
The Passenger Ticket and Baggage Check are written evidence of a contract of
carriage between the passenger and all the airlines shown in the ticket.
Reading a Ticket
A passenger ticket is a contract or agreement between a passenger and an airline

company.
Only the person mentioned on the ticket can use it for passage.
In the ticket you will find the conditions of contract. Both the airline company and
the passenger have to comply with the conditions of contract. Just like a bank note,
the ticket is a document of value and is likewise numbered.
A ticket may not be tampered with.
Every airline issues its own ticket.
TICKET NUMBER
072 4404693508 5
The first 3 digits are the IATA form number – 072 is the airlines GF.
The next digit 2 indicates an automated ticket.
The next digit 4 indicates a manual ticket.
The next digit 4 indicates the ticket has 4 coupons.
The next 8 digits are the serial number of the ticket and the final number after the
space is the check digit. This digit is used to check forge tickets and should not be
quoted as part of the ticket number.
DATE AND PLACE OF ISSUE
A validation stamp must always be found in this box. It must not be hand written. It
shows the name and place of the issuing office e.g. the date the ticket was issued and
the agent‟s sign-in code.
NAME OF PASSENGER
Family or Surname / Oblique initials title
ALANZY/MOHAMMAD MR SMITH/SUZAN MRS
If the passenger is an UMNR, the code UM and age should follow name
ALANZY/TALAL UM09
If a youth fare, DOB should follow name
ALANZY/AMANY 16.04.95
If the passenger is a deportee the code DEPA or DEPU should follow the name
DARANDARA/YULENGA DEPU
Remember the name box also show NON TRANSFERABEL which means that the
ticket cannot be reissued for someone else. Nor can anyone else use the ticket.
GOOD FOR PASSAGE ( FROM – TO )
Every city at which the passenger originates transfers or terminates at must be
shown in sequence on the ticket.
X Proceeding a city indicates no stopover allowed
O indicates Online.
CARRIER
Shows the two-letter code of the airline operating the flight.
FLIGHT
The number of the booked flight.
CLASS
The class of the cabin in which the passenger has paid to travel.
DATE
Shows the date of travel.
TIME
Shows the local time of departure using the 24 Hour clock. Tickets issued by some
American carriers or by some travel agents in the USA may show the time in either
AM or PM.
STATUS
Shows the status of the reservation
OK CONFIRMED
RQ REQUEST / WAITLIST
NS NO SEAT – INFANT PAYING 10% ADULT FARE
SA SPACE AVAILABLE – STAFF TICKET
YY ALL AIRLINES
HK HOLDING CONFIRM / OK
HL HOLDS WAITLIST STATUS
KK OA CONFIRMING REQUEST
LL WAITLIST PASSENGER ACTION CODE
KL CONFIRMED FROM WAITLIST
FARE BASIS
The codes entered give information regarding type of fare and category of
passenger, class entitlement, minimum and maximum validity, reservations
entitlement, seasonality and days of travel.
NOT VALID BEFORE/AFTER
If there are any restrictions on the fare, these boxes will show the applicable dates
before and after travel must take place. A full fare ticket is valid for one year from
date of issue if an open ticket or from the date the first sector is booked.
ALLOWANCE
Indicates the amount of baggage that may be carried free of charge. This varies
according to the carrier and the class of travel. An infant traveling at 10% of the
adult fare and therefore not occupying a seat has no baggage allowance so NIL will
be shown in this box.
ORIGIN/DESTINATION
Point of origin and final destination. Also shows point of sale and point of ticketing.
KWI SITI ( Sold inside ticketed inside ).
AIRLINE DATA
Used to show the record locator of the passenger‟s reservation.
ISSUED IN EXCHANGE FOR
If a ticket has been issued in exchange for another accountable airline document i.e
another ticket or an MCO, the number of that document will be shown in this box.
TOUR CODE
Used to show the relevant code for a discounted tour type ticket.
CONJUNCTION TICKETS
If the passenger‟s full itinerary cannot be shown on one ticket, consecutive tickets
are issued and cross reference is made in the conjunction box of each ticket issued.
RESTRICTIONS / ENDORSEMENTS
Used to show information: - VALID ONLY FLIGHTS DATES SHOWN / NON

ENDORSABLE. Sometimes it is used to show a waitlist reservation if the ticket is
issued for a later confirmed flight.
BAGGAGE CHECKED / UNCHECKED
This is filled in by the check-in agent and must reflect the number of pieces and
weight of all checked-in baggage.
FARE
This shows the fare in the currency of the country of commencement of travel.
FARE CALCULATION
This shows the fare calculations in detail, which may be required by accounts or the
ticket desk if any changes are to be made.
EQUIV FARE PAID
Shows the amount paid in any currency other than that shown in the fare box.
TAX
Shows any tax collection, the country code the tax applies to and currency payment.
TOTAL
Shows total of the fare and the tax, or if any entry in the EQUIV FARE PAID., the
total of that and tax in the currency of payment.
ORIGINAL ISSUE
If the ISSUED IN EXCHANGE FOR box has been completed, this box must also be
completed. This will show the very first document that the others have subsequently
been issued in exchange for.
PLEASE ALSO READ AND FAMILIARISE YOURSELF WITH THE
CONDITIONS OF CONTRACT, LIMITATION OF LIABILITY AND
DANGEROUS ARTICLES IN BAGGAGE NOTICES WITCH ARE FOUND AT
THE BACK OF THE TICKET.
E-Ticket definition:
An e-ticket (electronic ticket) is a paperless electronic document used for ticketing

passengers particularly in the commercial airline industry. Virtually all major
airlines now use this method of ticketing.
When a customer books a flight by telephone or using the Web, the details of the
reservation are stored in a computer. The customer can request that a hardcopy
confirmation be sent by postal mail, but it is not needed at the check-in desk. A
confirmation number is assigned to the passenger, along with the flight number(s),
date(s), departure location(s) and destination location(s). When checking in at the
airport, the passengers simply present positive identification. Then necessary
boarding passes are issued and the passengers can check luggage and proceed
through security to the gate area.
The principal advantage of e-ticketing is the fact that it reduces booking expense by
eliminating the need for printing and mailing paper documents. Another advantage
is that it eliminates the possibility of critical documents getting lost in the mail or
being sent to the wrong address.
Unit 7: Ground Procedures
Departure Control Systems
There are many developed Departure Control Systems used by the airlines and
airport handling agents around the world. Departure control system is a part of an
integrated computer system commencing with the passenger reservations system
and counting right through to the departure of the aircraft.
All the departure control activities are controlled through a facility known as the
“MONITOR”
Each stage of flight processing is governed by a “Monitor Action” which

automatically triggers off at a pre-determined time to suit your station. Once
Monitor action starts it carries out a series of pre-programmed actions. This
involves automatically initiating some tasks, checking for essential information and
reporting if it is missing, plus prompting the controller that it is the time for him to
make certain decisions and take the appropriate action. The Monitor literally
monitors the processing of each flight from the start to the finish.
As a check-in agent you will not really see the Monitor at work. But it has
transferred the passenger details from the Reservation system in to DCS, opened the
flight for check-in, advise when check-in should be closed and standbys on loaded
and finally it will ensure that all appropriate post departure messages have been
sent.
DEPARTURE CONTROL SYSTEM
UM
STRQ Data Sent at a
preset time
From
Reservation to
DCS
SEAMAN RESERVATION
DCS
SYSTEM
COURIERS Automatic edit
Direct into DCS
SPML
Nervous
WCHR Stretcher Pax
Case
FF FO
Flight Open
Flight Finalised
Loadsheet produced DCS now prepared
Handback to Res of For check-in
PAX details
PIL to crew
FC
FG
Flight Gated
Flight Closed
Standbys onloaded
Initial Closing
Economy Class
Flight Information (@I)
AF593 - Flight number
08FEB - Date
KWI - Board point
CDG - Destination
0210 - Schedule time of departure
PW - Pieces and Weight
G23 - Gate number
*30 - Boarding time
FO - Flight status
TYPE-319 - Aircraft type
JY 28/54 - Configuration
REG TR-001 - Registration
STA - Schedule time of arrival in destination
STD - Schedule time of departure
STN - The route station of the flight
BOOKED - Booked load
ACCEPTED - Checked-in load
ON SBY - Standby load
AVAILABILITY - Available seats in both classes
Flight Status
The flight status indicates the current status of the flight. It‟s a kind of auto count-
down from the flight preparation till departure. The system updates the flight status
as the progress of the flight. However there is a provision for a manual control as
well, over certain flight status.
 FE - Flight editing
 FO - Flight open for check-in
 FG - Flight Gated
 FU - Flight updating
 FC - Flight closed
 FF - Flight finalized
 PD - Purged dated
 FS - Flight suspended (local station only)
 FH - Flight held (suspended through-out the network)
 FT - Flight opened for through check-in
Status Code Expansion Check-In Explanation
Possibility
FE Flight editing No Flight is under preparation

for check-in
FO Flight open Yes Flight is opened for check-

in
process
FG Flight gated Yes Check-in allowed only at
the
gate
FU Flight updating Yes Possible only from the
Terminal where the FU is
been entered
FC Flight closed No Flight closed for check-in
FF Flight finalized No Flight closing completed,

No
check-in is allowed
PD Post departure No Flight has been departed
Purge Date and
data is removed
FS Flight suspended No Restricted authority,
Check-in temporary
suspended at your station
only
FH Flight held No Check-in temporary
suspended throughout the
network
Seating
A passenger expects comfort during their journey. Most of the time, you will come
across passengers who will inform us of their seating preferences. Also passengers
traveling in higher classes will request for specific seats. You are the person whom
they look forward to helping them out with their requirement, and will be grateful
to you once you assess and provide with them with the best possible seat considering
their requirement.
Some categories of passengers such as frequent flyer members are given the
privilege of reserving their seat at the time of flight reservation or ticketing.
While allocating the seats passenger preference is important priority, security and
the safety of the aircraft must be always taken in to consideration. Although a
passenger requests the seat, if that seat is not suitable for the safety of the passenger
or the flight it will be politely refused explaining the reason for refusal.
While allocating the seats;
Families and large groups traveling together are allocated seats together.
Passengers who are with infants are given seats in a bassinette position.
If the number of infants booked in the flight exceeds the bassinette positions next
seat to be vacant whenever possible.
Passengers with reduced mobility, elderly, sick or with children are not given seats
at the emergency exit.
Incapacitated and wheel chair passengers to be seated on the right side of the
aircraft if possible to avoid inconvenience while embarking and disembarking and
also to expedite handling.
Unaccompanied minors are seated at the special locations dedicated or close to the
cabin crew near the galley.
Expectant mothers are assigned seating close to the toilet.
Deportees, prisoners and other escorted passengers to be seated away from the
other passengers whenever possible.
Transit passengers seats to be blocked and to be avoided to the joining passengers to

prevent seat duplications.
NOTE: PINCODE is an easy way to remember the types of passengers who should
not be seated in the emergency exit row.
Pregnant
Infant
Nervous
Child
Obese
Disabled
Elderly
 Display the Seat Plan (@S)
 Check-In with Baggage
 Baggage Adding Entries (BTA)
 Baggage Tag Deletion Entries (BTX)
 Bagage Tag Reprint Entries (BTR)
Commenting
At times it is necessary to insert comments and update the information in the

passenger records for various purposes, either by adding remarks and information
or by changing the existing information in the passenger records.
You will use three types of comments while check-in.
Non PSM comment (C-comment, Local comment)
PSM comments (F-comments, Facts comments)
Gate comments (G-comments)
C - Comments
Mr. Smith Jones doesn‟t have any hand bags. Please comment in the system.
Entry - 1/C/NIL HAND BAG
Common Facts Comments used at the counter
CIP - Commercially important passenger
UMNR - Unaccompanied minor
YP - Young passenger
WCHR/S/C - Wheel chair passenger
PETC - Pet in cabin
AVIH - Live animal in hole
DEAF - Deaf passenger
BLND - Blind passenger
INAD - Inadmissible passenger
DEPO - Deportee passenger
Meal Comments
Special Meal Entry Codes - 1/C/M/AVML
AVML Asian vegetarian meal
BBML Baby meal
CHML Child meal
DBML Diabetic meal
BLML Bland meal
HFMLHigh fiber meal
HNML Hindu meal
KSML Kosher meal
LCML Low calorie meal
LFML Low cholesterol, low fat meal
LSML Low sodium, no salt added
MOML Moslem meal
NLML Non lactose meal
SFML Seafood meal
VGML Vegetarian meal
Advanced Passenger Information (API)
Advanced passenger information has to be entered for all passengers (commercial,

rebated, duty) traveling on all flights to the USA, Canada, Mexico, Korea and
Australia.
Key Words for API Data
DOB - Date of birth
FAM - Family name
FFN - Full first name
PPT - Passport number
NAT - Nationality
GEN - Gender
TRV - Transit visa for airport
Boarding Pass and Information
A boarding pass is a document issued to a passenger, in exchange for a flight coupon

after he has been accepted onto the flight and it gives the passenger permission to
enter an aircraft to commence his journey. It is very important remember that a
boarding pass is a security document which gives a passenger access to a restricted
area of the airport and should be treated as such at all times.
A boarding pass usually has 02 portions, one of which is the boarding stub retained
by the airline before the passenger boards the aircraft and the other is the passenger
potion given to the passenger for his journey.
A Boarding Pass usually indicates the following information
The passengers name.
The origin and destination of the flight
The flight number and the date.
The departure time of the flight.
The seat number and seat facility.
The passenger‟s class of travel
The time of commencement of boarding.
The gate number from which boarding of passengers will commence.
 Baggage tag details.

 Check-in sequence
Important;
o All passengers, including infants does not occupy a seat, must have a
boarding pass for the particular flight.
o Ensure the boarding card includes the correct information and seat
no, gate no and the boarding time should be highlighted to the
passenger.
o Whenever a new boarding card is issued to a passenger the old one

must be destroyed. If the passenger has lost the boarding card after
leaving the counter inform your supervisor before reprinting. Inform
the boarding gates to avoid confusion.
o All boarding cards have to be securely stored after the flight which is
not accessible to the public.
Frequent Flyer Programs (FFP)
A frequent flyer program (FFP) is a service offered by many airlines to reward

customer loyalty. Typically, airline customers enrolled in the program accumulate
points corresponding to the distance flown on that airline. Accrued points (also
known as frequent flyer miles) can be redeemed for free air travel; for other goods
or services; or for increased benefits, such as airport lounge access or priority
bookings.
Many airlines engage in Customer Loyalty Programs better known as Frequent

Flyer Programs as a token of their appreciation for the lucrative business they
receive from these passengers.
Through this customer loyalty is maintained and airlines ensured of continued

support and business, while Frequent Flyers enjoy the benefits and advantages the
program offers. These are very valuable customers to the airlines and therefore it is
important that we afford them the best customer service at all times and to their
complete satisfaction.
The different levels allocated to the Frequent Flyer Program are established by each
airline and is referred to as Tier Levels which are based on the number of actual
miles (Tier Miles) flown per year. Applicants must meet these requirements to
become a member.
Examples of the different Tier Levels may be as follows and the Frequent Flyer
Cards issued will indicate the Frequent Flyer Status of the holder.
Benefits
Some of the benefits may consist of the following:
 Tier Activity Bonus A percentage of bonus miles will be added if Tier Miles
are achieved, eg. 100% for Platinum, 50% for Gold.
 First/Business Class Check-in
 This check-in counter may be used by Frequent Flyers irrespective of the

class of travel.
 Telephone Check-in preferably if passenger only has cabin baggage.
 Preferential Seating Specific seats by number may be requested and

confirmed at time of reservation.
 Excess Baggage an additional allowance of baggage is allocated over and

above the free baggage allowance entitlement.
 Lounge Access to lounges irrespective of class of travel.
 Chauffeur Service First class travel only. Member is allowed one guest per
vehicle.
 Accumulating Tier Miles when traveling on international flights, other

 members to the Frequent Flyer Program eg:
 When traveling on membership airlines.
 When renting a car from membership car rental companies.
 When staying at membership hotels, resorts, lodges etc.
 When using a credit card of membership companies.
 When renting a mobile telephone from membership companies.
 Free Tickets Tier Miles accumulated may be redeemed for:
o Free tickets to any destination
served by the airline of the
Frequent Flyer Program.
o Upgrading to a higher class of
travel.
Shopping vouchers, cash.
Unit 8: Passengers Categories
All passengers can receive the best of care and attention from gourd staff, although
additional concern will be shown to the following categories of passengers:
Types of Special Passengers
1. Important passagers VIP – VVIP & CIP.

2. Passengers with reduced mobility (PRM) WCHR – WCHS – WCHC
3. Incapacitated passengers – DEAF – BLND – MEDA - STCR
4. Unaccompanied minors/Young Passengers – UMNR/YP
5. Inadmissible Passengers - INAD
6. Deportee Passengers – DEPO
7. Passengers with a pet in Cabin – PETC
8. Passengers with a animal in hold – AVIH
9. Other special passenger categories - MAAS
10. Elderly passengers
11. Expectant mothers
12. Families with children and infant
13. Important Passengers
A President, Sheik, Prince or a Government guests can be considered as VVIP/VIP.
Passenger‟s representative will come for check-in and the normal check-in
procedure has to be followed and the passenger needs to be profiled at the gates and
the security questions to be asked.
If required by the carrier passenger‟s baggage should be kept near the aircraft for
identification and necessary gate comments to be added to the passenger profile.
As a local procedure add the passenger‟s or the representative contact no to the

passenger profile as a check-in comment to contact them if they don‟t show up for
boarding in time.
1. Passengers with Reduced Mobility
Passengers with physical disability or with a medical condition, which require

individual attention or assistance during the flight, embarking and disembarking or
while transporting which is normally not extended to other passengers, are
considered as passengers with reduced mobility.
Categories
WCHR - (Wheel chair - Ramp)
Passenger is able to ascend/descend steps and make his/her own way to/from the
cabin seat, but requires a wheel chair for the distance to/from the aircraft.
WCHS – (Wheel chair - Steps)
Passenger is unable to ascend/descend steps, but able to make his/her own way
to/from cabin seat, requires wheel chair for distance to/from aircraft.
WCHC – (Wheel chair – Cabin)
Passenger, who is completely immobile, requires wheel chair to/from aircraft and
must be carried up/down steps and to/from cabin seat.
2. Incapacitated Passengers
Passengers with physical or mental disability or with a medical condition, who

require individual attention or assistance while embarking/disembarking or during
the flight, which is normally not extended to the other passengers are considered as
incapacitated passengers.
Categories
Blind Passengers (BLND)
Passengers who cannot see. To be assisted with a special handling staff while
embarking and disembarking.
Deaf Passengers (DEAF)

Passengers who cannot hear. To be assisted with a special handling staff while
embarking and disembarking.
Stretcher Passengers (STCR)
Passengers who cannot use the standard airline seat in a sitting or reclined position.
Stretcher and the other associated equipment (eg: blankets, pillows, sheets, nursing
materials) and privacy curtains has to be provided for such passenger.
Medical Passengers (MEDA)
Passenger with a reduced mobility or incapacitated, who needs medical clearance.
Acceptance and Carriage of Incapacitated Passengers/Passengers with Reduced

Mobility
Passenger should be present for check-in and very carefully profiled before
acceptance. If the accompanying party refused to bring the passenger to the
counter, do not accept without the authority of the airline.
No medical clearance or special forms are required for those passengers who only
require special assistance in the airport or while embarking and disembarking.
Seating has to be observed. Preferably an aisle seat as forward as possible or

according to the airline procedures. DO NOT assign the exit row seat.
Medical clearance required when;
Passenger is suffers from any disease which can be actively contagious and
communicable.
Passengers who may have or develop an unusual behavior or physical condition,

could have an adverse effect on the welfare and comfort of other passengers due to
curtain disease or incapacitation.
Who require medical attention and/or special equipment to maintain their health
during the flight.
Who might have their medical condition aggravated during or because of the flight
(Airlines can deny passengers needing medical clearance, unless they meet their
requirements of transportation or if the passenger‟s physical or medical condition
could pose a threat to the safety of other passengers and their property, aircraft or
the crew.)
Comment the passenger in the system with the correct AIRIMP code (FACT
comment) to reflect the passenger in the PSM and the next station to be prepared
for the special service.
As a local procedure, if a passenger has his/her own wheel chair and tagged at the
counter advise the supervisor about the tag no and the sequence to be informed to
the BMA staff.
Passenger‟s baggage (including the wheel chair) has to be notified with wheel chair
or special priority tags if provided by the carrier for easy identification while
loading and unloading.
3. Unaccompanied Minors/Young Passengers – UMNR/YP
UM/YP; to be accepted and defined as per the airlines policy and procedures.
Generally UM can be defined as, a child passenger (age 5-12 yrs) traveling alone.
Above 12 years traveling alone, depends on the passenger‟s previous traveling

experience and the airline policies passenger can be accepted as YP.
Important:
Necessary forms to be filled at the time of reservation or else to be completed at the

time of check-in before accepting the passenger as UM/YP.
UM/YP baggage should be notified with special tags if provided by the airline for
easy identification while loading and unloading.
Necessary comments (FACT) to be added in the system to reflect the passenger in

the PSM for assistance on arrival.
After taking over from the parents/guardians/cabin crew passenger should be

escorted through departure/arrival procedures and any circumstances UM/YP
should not left alone.
Advise the person handing over the UM to remain in the airport until the flight is in
the air, in case of any delays.
Passenger should not be handed over to the parents/guardians with proper

identification mentioned in the UM/YP form. You MUST see a photographic ID of
the person confirming they are indeed the person nominated in the paperwork
before handing over the UM.
4. Pregnant women
in good health condition and with no pregnancy complications are welcome to use
air transport provided it is carried out not later than 4 weeks before their expected
due date. To ensure a flight will not affect the health of passenger or baby, its
strongly recommend that she obtain written permission from her physician before
making the flight not earlier than seven 7 days before the flight, air trips are not
recommended for pregnant women who are less than seven days from their due date
or for infants who are less than seven days old.
5. Infants under 2 years old
Are entitled to tickets with a 90 percent* discount (with no right for a separate
seat). A separate seat can still be ordered for the infant, but in this case the discount
for children from 2 to 12 years will apply (usually 50 percent). Only one infant with
a 90 percent* discount is allowed per each adult. For all other children travelling
with the same adult, the discount for children from 2 to 12 years will apply {with
this type of ticket one gets a separate seat and an adult baggage allowance}
6. Unaccompanied children
Less than 5 years of age will not be permitted to board the aircraft. A child 5 years
of age may travel accompanied by passenger of 18 years of age or older who is able
to take responsibility of a child on each part of a travel on all nonstop flights.
The meeting representatives are appointed officials at the airports to help on

boarding the plane, landing at the destination airport and transfer.. during the
flight airline staffs accompany the child.
7. Unaccompanied children between 5 and 12 years of age:
On all flights will be charged applicable confidential or public fare, without any
discount. Fee for unaccompanied child transportation is not charged.
Transportation of unaccompanied children between 12 and 14 years of age on

domestic flights:
Will be charged applicable confidential or public fare, without any discount. Fee
for unaccompanied child transportation is charged – 15 USD per one way.
Transportation of unaccompanied children between 12 and 16 years on

international flights:
Will be charged applicable confidential or public fare, without any discount. Fee
for unaccompanied child transportation is charged from 50 to 120 USD per one way
depending on flight duration.
On indirect flights unaccompanied children are accepted in exceptional cases. At the

same time they must have a confirmed reservation for the following flights on the
route, which should not depart from another terminal or airport.
Unaccompanied children are accepted for transportation only after completing and
signing the parents (legal representatives) Statement on the carriage of
unaccompanied children and the Declaration of parents (legal representatives).
8. Handicapped passengers will be helped to board the aircraft and made as
comfortable as possible. They can be helped to move along the cabin when necessary
and will be assisted when leaving the aircraft, after landing and when every any
assistance is necessary
whenever any assistance is necessary for disabled passengers, unfortunately, our
aircraft are not equipped with facilities that allow transport of passengers on
stretchers but can be arranged
9. Special Passengers
All passengers are special to us, but some may require individual attention,
assistance while boarding or disembarking or special care during the flight which is
normally not extended to other passengers.
10. Inadmissible Passengers - INAD
A passenger who has been refused the admission to a country by the authorities, or
who has been refused onward carriage by an airline or the authorities at a point of
transfer.
Eg: lack of visa, expired passport
Passenger has to be sent back on the same flight or the next available flight to the
origin point.
Acceptance:
Once the immigration authority advice receiving an INAD the staff positioned at
immigration should communicate with the counter supervisor for the particular
airline.
Required information and document photocopies should be collected and passed to
the airline to do necessary arrangements for INAD to travel.
(PPT copy, TKT copy, immigration pink paper or copy.. Etc )
After verifying the details INAD form has to be filled and passenger should be
handed over to the pilot in command or the chief cabin crew along with the
appropriate documents.
Pilot in command should be notified regarding the reason for deportation and co-
ordinate with the authorities to ensure the passenger poses no danger or security
risk to passengers or crew.
INAD passenger‟s baggage should be loaded on the same flight (if time permits) and
the airline should be advised.
DCS system passenger details has to be amended with necessary comments (FACT)
11. Deportee Passengers – DEPO
A passenger who has legally been admitted to a country by its authorities or who
had entered a country illegally and who at some later time is formally ordered by
the authorities to be removed from that country.
Categories
12. Deportee Accompanied - DEPA
A deportee escorted by an authorized person during the process at the airport till
the cabin or during the flight.
13. Deportee Unaccompanied – DEPU
A deportee who is not escorted by an authorized person during the process at the
airport or during the fight.
Acceptance:
 Details of the deportee have to be taken from the immigration staff and to
be passed to the airline with the necessary documents.
 Airline will verify the documents, profile the passenger and accept after
filling the appropriate documents.
 Necessary comments (FACT) to be added under the passenger profile in

DCS system.
 Pilot in command has to be advised prior to departure regarding the

reason for deportation and other relevant information.
 Co-ordinate with the local authorities to ensure the passenger doesn‟t

pose any danger or risk to other passengers or the crew.
14. Pet in Cabin (PETC)
Domesticated cats, dogs, pet rabbits and household birds can be carried in the
aircraft cabin as pet in cabin.
In-cabin pets are not counted as part of your free baggage allowance. Pets must be
carried in an approved in-cabin kennel. The pet must be able to move comfortably
in the kennel (stand up and turnaround). The kennel must fit completely under the
seat forward of the customer and remain there at all times aboard the aircraft. Pet
must remain in the kennel at all times onboard the aircraft.
Acceptance:
 Passenger has to be booked with the PETC while reservation and

necessary documents has to be filled and approved by the airline
before acceptance.
 Pet has to be weighed with the cabin kennel and charge for the full
weight.
 Pass all relevant information to the supervisor to advise load control.

(weight including the kennel, type of the pet, final destination... etc)
15. Animal In Hold – AVIH
Generally pets more than 5 kilograms of weight and animals that should not be
carried in the cabin are transported in special containers, in a well air-conditioned
room of the cargo hold.
The size of the container should allow the animal to stand erect and to turn about
normally while standing.
Acceptance:
 It is a requirement that space for live animals must be requested and

confirmed by the time of reservation for the entire journey up to its final
destination.
 All necessary documentation and correct information should be filled

before accepting and verify that there are no embargos affecting the
animal to be transported.
 Pet has to be weighed with the kennel and charge for the full weight.
 Necessary tags has to be attached and inform the supervisor to send the
AVIH through the proper channel. (DO NOT send the AVIH on the
baggage belt)
 Passenger details in DCS has to be amended with a FACT comment.
 Pass all information to the load control staff through you supervisor.
(Total weight of the AVI, type of the AVI and the destination)
16. Other Special Passenger Categories – MAAS
Some passengers to be met and assisted on arrival/ departure. Such as;
Elderly passengers
Expectant mothers
Families with children and infant
17. Elderly Passengers
The elderly passengers can get easily confused in a busy airport. Although
they may be quite able to look after themselves always ask if they need any
help.
Profile the passenger carefully, especially if they are traveling alone. Assign a special
handling staff to help the passenger to find his way or to help him/her with the
baggage.
Passengers‟ details in DCS has to be amended with a FACT comment to be assisted

at down line station.
18. Expectant Mothers & New Born Babies
Expectant mothers are not incapacitated. Our only concern is the

duration of their pregnancy and their expected date of
confinement.
Expectant mothers to be accepted against a medical certificate

according to the duration of pregnancy and the airline policy and
procedures.
Generally expectant mothers of 24-32 weeks of pregnancy should provide her own.
Doctor‟s certificate stating the duration of pregnancy, and confirmation of fitness to
travel.
Expectant mothers of 32-36 weeks of pregnancy should obtain approval from the
airline doctor to travel.
Newborn babies are not normally allowed to travel until they are more than 7 days
old Carriage of these babies due to illness may be authorized by the doctor or the
airlines doctor and they would normally require an incubator and a medical escort.
NOTE: Individual airline policy will determine in what stage the passenger needs
medical clearance and the stage of pregnancy the passenger cannot fly.
19. Families with Children and Infant
These passengers may require assistance while in the airport. Always make sure all
help is offered as families with children will appreciate any assistance given.
20. Passengers with Communicable Diseases
Most of the signs or symptoms may not be obvious at the check-in counter. But all
check-in agents has to make sure to profile all the passengers carefully to ensure
health and safety of all passengers onboard and the crew.
A communicable disease is suspected when a passenger is notified of having any of

the following symptoms.
A visible skin rash
Severe cough
High fever
Obvious unwell situation
Any doubt regarding the health of the passenger the agent shall inform the check-in
supervisor or the airline and the airline will decide and accept the passenger as per
their policies and procedures.
Passenger could be denied boarding until a medical examination and clearance

could be issued by a physician and it‟s the customer airline decision to accept or
refuse the passenger.
21. Transfer Desk ------------Check-In a Transfer Passenger
As we discussed earlier passenger who takes and initial flight and then continues his
/her journeys on another flight operated by the same or a different airline arriving
at the connecting point.
If a transfer passenger not through checked-in from the initial station, passenger
will contact the transfer desk in order to get his/her boarding card and to make sure
his/her baggage loaded to the connecting flight.
Transfer desk agent shall make necessary arrangement and ensure smooth transfer
of passenger and baggage on the connecting flight according to the passenger
transfer message (PTM in SITA telex) from the concern airline.
All the transfer passengers are exempted from tax at the transfer airport. You need
to comment the system in order to find the transfer passengers in the system and
exempt them from the post flight airport tax papers.
22. Passengers Exempted from Airport Tax
Transfer passengers
Children
Deportees
Diplomats
Government guests
Important!!
Inform your supervisor when a transfer passenger reports to you. Check with him
before you accept.
Always make sure you do a proper passenger profile and a document check before
accepting a transfer passenger. Contact the airline representative if necessary.
Make sure to check with the passenger if he/she has bags. Enter the baggage tags in
the system or retag the bags if it‟s not tagged all the way to the final destination.
Comment the system with tax edit.
23. Offloading Passengers
Checked-in passengers could be offloaded due various reasons. Such as,
Immigration authorities‟ requirements
Wrongly checked-in passengers
Late reporting to the gates
Technically offloading a passenger is an easy task. But you must ensure that the
correct procedures are carried out when off-loading a passenger and his baggage.
Wrong procedures can delay flights, may also cause security threats to the aircraft.
Offloading a passenger can be done by using @X or @Z along with the seat no.
Make sure you comment the system.
Use this entry if a passenger gets offloaded before you finalize your transactions and
offloaded before leaves the counter. Such as,
Wrong check-in, check-in error
Excess baggage issues
Use this entry if a passenger gets offloaded after finalizing the check-in transactions.
Such as,
Immigration off-loadings
Late reported pre-checked pax
Late reporting to the gate
Self-off-loading
24. Offloading a passenger to stand-by
25. No-Rec/Go Show Passengers
A No-Rec is a passenger whose ticket shows confirmed space on a specific flight but
their name is not in the PNL.
Basically every passenger who has a confirmed (OK) ticket, should appear in the
passenger list. However sometimes when you make the check-in entry, the response
in your system shows as **NO-REC** remark. This may be due to,
The reservation was cancelled or never made
Confirmation failure in sales message
Name on the ticket does not match PNL
You or your colleague checked-in wrongly
The passenger is already checked in
If you get a **NO REC** remark in your screen compare the immediate system
response with the following.
Is the flight no correct??
Is the date of the flight correct??
Is the destination correct??
Is the class correct??
Is the reservation status showing correct??
Is the name spelled correctly??
If all above details matches, contact the supervisor before accepting the passenger as
NO-REC.
A Go-Show passenger is who buys a ticket at the airport or who has a booking
without specific flight details. Again their name may not be in the PNL.
Accepting NO-REC Passengers
Accept Mr. Jones as no-rec
Accept Mr. John Cooper and Mrs. Anna Roice as no-rec
Travel Information Manual (TIM)
TIM is the world‟s leading source for information on air travel requirements. This
unique manual, which list rules and regulations for more than 216 countries, is a
must for all who are involved in the travel industry (Airline offices, Travel agents,
Tour operators.) TIM lists information on subjects such as,
Passports
Visas
Health information
Airport tax
Customs and currency
Important highlights
Latest news
0 - Visa Information
N - Nationality of the passenger
D - Final destination
T - Transfer point
Unit 9: Airline Announcements
Listen to some typical public announcements made in an airport or airplane.
Pre-Boarding Announcement:
Good afternoon passengers. This is the pre-boarding announcement for flight 89B
to Rome. We are now inviting those passengers with small children, and any
passengers requiring special assistance, to begin boarding at this time. Please have
your boarding pass and identification ready. Regular boarding will begin in
approximately ten minutes time. Thank you.
Final boarding Announcement:
This is the final boarding call for passengers Fatima and Aysha Mohamed booked
on flight 372A to Chicago. Please proceed to gate 3 immediately. The final checks
are being completed and the captain will order for the doors of the aircraft to close
in approximately five minutes time. I repeat. This is the final boarding call for
Fatima and Aysha Mohamed. Thank you.
Possible Airport Announcements
Flight _______ has been delayed. Please contact your carrier (airline) for further
information.
Flight _______ is now boarding at gate ______
Can Mr./MS/Miss/Mrs. ______ please report to desk ____ urgently.
Flight _____ is now boarding. Would all passengers proceed to gate ____.
Will Mr./MS/Miss/Mrs. please report to the nearest airport telephone.
Some Things You Might Hear If Your Flight Has Been Cancelled Or Overbooked
Sorry sir but your flight has been cancelled (due to technical problems on the plane/
unfavorable weather).
You can report to your carrier to change your ticket or we can put you on standby
for the next available seat on a flight to your destination.
There will be a complimentary lunch for passengers in the dining area. Please ask a
member of airline staff for your lunch ticket.
We will shuttle passengers who live at a distance from the airport to an adjacent
(nearby) hotel.
The airline wishes to apologize for any inconvenience caused by the flight
disruption.
Sorry, but we have double booked your seat. Can we upgrade you to first class?
Please have your boarding pass and identification ready for boarding.
We are now boarding seats _________. Will passengers with those seats only please
come forward;;
This is the final boarding call for flight ___________. Would all remaining
passengers for this flight please report to gate _____.
This is the final boarding call for passengers ______ booked on flight ____ to _____.
Would this passenger proceed to gate _____ immediately.
Ok, now that the stressful part is over (well, hopefully) relax and enjoy your flight.
Here is some classic seasonal music to help you unwind after all that: Wham‟s Last
Christmas.
Airport English: Tips for Check-In, Security, Customs and more
By Paul 4 Comments
Flying is a stressful experience at the best of times, especially at the holiday season
when airports are particularly busy. However, flying is even more stressful if you
cannot understand what is being said to you or what exactly it is you need to do to
get on your flight. Here is a quick guide to airport English to help you out.
The Check-In
May I see your passport and ticket please?
What is the country of your final destination?
What is your country of residence?
How many pieces of luggage do you have to be checked-in?
Do you have hand luggage?
Did you pack your luggage yourself or did somebody help you?
Did you, at any point, leave your baggage unattended (by itself)?
Did anybody ask you to carry anything for them?
(You might hear) Your luggage is over the permitted (allowed) weight, you will be
required to pay a fine.
Your luggage should be checked into the oversized (big or awkward) baggage
section.
What kind of seat would you like, window, aisle (by the corridor) or middle?
Do you have any special eating requirements?
We remind you that all mobile phones and laptops should be switched off during
takeoff and landing.
Thank you sir/madam, your gate number is __________.
Your flight will be boarding at _____ am/pm.
Security Check
Can you put all personal belongings in the plastic container, please?
Please remove your shoes and belt and place them in a separate container.
You are not permitted to carry open food or drinks beyond this point.
Excuse me, sir/madam, since you have set off the security alarm, we need to search
you.
Sorry sir but potentially dangerous items like knives and razors cannot be carried
onto the plane. Can you please remove them from your hand luggage?
Thank you for your co-operation, you can now proceed to your designated (given)
gate.
Unit 10: Check-In
To-Do-Check List
√ Ensure fids is correctly displayed within time counter start check-in

√ Security present at check-in zone
√ Check-in counters are in appropriate condition
√ Dangerous goods poster is prominently displayed
√ Separate Check-in counters available for J class passengers
√ Business facility is easily recognized by separate counter and special
carpet
√ Opening of Check-in counters on time
√ Counter opening & Closure is intimated to Ramp
√ Counter Opening & Closing messages sent
√ All baggage is screened through X-ray
√ All baggage has a security sticker
√ Old baggage tags are removed during check-in
√ Interline baggage is tagged/correctly to final destination
√ Priority tags are placed on the business class baggage
√ Any other special tags are placed on baggage
√ Limited release baggage tags are used when required
√ Cabin baggage is identified
√ Cabin baggage restriction to one piece – size / weight applied
√ Baggage claim tags are placed on the front cover of the ticket
√ Claim tags are verified – number / destination with the passenger
√ Passengers with special needs to be taking care of
√ Passengers are attended in a friendly manner
√ Travel docs are checked until final destination / stopover – validity /
visa
√ At check-in seat number / boarding time is communicated
√ Passengers are guided / directed to immigration
√ Time taken to check-in a passenger 2 minutes
√ Wheelchairs are in good condition and available
√ Any offloads or cancellation to be coordinated between immigration
staff and supervisor.
√ Passengers going on standby, baggage not to be sent with standby
label
√ Uniforms are correctly worn by all staff
√ Name badges are correctly worn all time
Prepare yourself for Check-In
Attending the briefing is Mandatory Requirement
As a check-in staff, let‟s start by being better prepared for our duties. The following
information must be acquired before we sit behind a counter.
Flight related details
- Details of the operating aircraft

Registration
Configuration
Saleable
- Flight operational details

Routing
Local time of departure
Local time arrival
Gate number
Boarding time
Book load
Visa requirements
Special comments… etc..
The Counter
- Ensure all the necessary equipment and items are available for check-
in and in good condition and in working order. Such as,
Baggage tags
Boarding cards
Boarding card and the tag printer
Name labels
Display boards
Baggage Scales
Make sure the working area (check-in counter, boarding gates.. etc) is clean at all
times. It‟s the first impression to the passenger. Keep smiling!!
Access the System
Departing passengers are requested to attend the self-service kiosk, then the
automated baggage check-in for hold baggage, in the Main Terminal Building
(Departures) at the time stipulated by the airline.
 Email check-in Printable boarding pass

 Mobile phone check-in - SMS message and QR code
 Web check in - Printable boarding pass
 Self-service check in - Boarding pass printed at airport kiosk
Check-in (other airlines)
Departing passengers are requested to attend the check-in desks in the Main
Terminal Building at the time stipulated by the airline with their passport or
Check-in open/closure
 Chartered Holiday Flights - (open ----hours ahead of flight time)

Check-in closed ---- mins ahead of flight time
 International Scheduled - (open 3-4 hours ahead of flight time)
Check-in closed ---- mins ahead of flight time
 Domestic Scheduled - (open ---- hours ahead of flight time)
Check-in closed ---- mins ahead of flight time (if no hold baggage)
Terminal open/closure
The Terminal is open for check-in up to three hours ahead of the departure of the
first flight of the day.
The Terminal may close following the last aircraft movement of the day if check-in
is not open.
Check-In Step by Step
 Prepare your self

o Open the counter on time (3/4Hrs before STD)
o Ensure you take all items required for check-in
o Baggage labels and rolls
o Boarding cards
o Pens, staplers
o Display boards
o You should know which product you are working on and make sure
you know the procedures and policies.
o Check your appearance
 Profile the passenger/s while walking to your counter.
 Greet the passenger with a smile.
o Give “Great Service Delivery Module”

o We are the face of the airlines we handle
o Be aware of using positive body language
o Pay full attention to the passengers
 Politely ask for passport & Ticket with the word PLEASE or MAY.
 Address the passenger by name. Confirm the final destination. Check the
passport and the visa (if required) valid for the journey. Check if the ticket is
valid and the type of reservation. (OK/RQ/SA)
o Name matches
o Correct flight number
o Booked class
o Date of travel
o Ticket status
 Check for onward connections, change of airports at transfer points, night

halts, point of costumes clearance.... etc
 If you have noticed anything unusual while profiling the passenger, ask for
help. Call your supervisor or the airline representative for assistance.
 If you have noticed passenger needs any special assistance (WCH, MAAS,
expectant mother) do the needful. Carefully profile the passenger again
before accepting. Comment the DCS with correct FACT comments.
 While you do your checks, ask the passenger to place the baggage on the
scale. Make sure the weight/size is within the limits as per the airline/local
authorities. (bags more than 32kgs not to be accepted) Check for the security
screened sticker.
 Ask the mandatory security questions about the contents of checked and
cabin baggage. Passenger‟s response should be satisfying as per the airline
standards before accepting the baggage.
 (If you are not satisfied by the answers, refer to the airline staff for
secondary screening of the baggage to confirm the contents and security
procedures has to be followed)
 If you are satisfied with profiling and mandatory checks complete the check-
in process in DCS. If applicable enter the necessary data for countries
requiring API/APP as per the requirements of the customer airline.
 Ask for seat preference. Provide with them with the best possible seat
considering their requirement. Mind the emergency exit seats. Provide them
only for able passengers. Special passengers have to be seated according to
the customer airline policies
 Uplift the correct flight coupon for paper tickets and associate correct
segments for electronic tickets.
 Accept the baggage as per the airline policies and attach baggage labels. If
necessary attach special tags provided by the airline for easy identification
while loading. (short transfer tags, priority tags, fragile tags...etc) Make sure
the old labels are removed to avoid confusion while sorting.
o Remove all old baggage tags and the stickers

o Check in baggage should not be damaged and has to be packed
properly
o Heavy items must be identified with the heavy tags
o Look out for dangerous goods
o Tag the bags to the final destination
 Calling the passenger by name, confirm the number of baggage pieces and
the final destination you have tagged. Stick the baggage claim potions on the
back of the ticket without damaging the information.
 Handover the boarding card by addressing the passenger by name. Highlight

the information (boarding time, gate no and the seat no) with three circles
ensure the boarding card contents the details of the correct passenger who is
in front of you.
 Direct the passenger through further departure control points. Wish the
passenger a pleasant flight.
Manual Check-In Procedures
 Manual check-in will be performed in case of DCS failure. Depends on the

period of the failure the airline will implement manual check-in as per their
policies and procedures.
 Seat allocation will be given manually. Supervisor will assign the seat row
numbers accordingly to each counter and you can allocate only those seats
for the passengers.
 Boarding cards to be filled manually. Make sure to fill all important details
clearly.
 Manual baggage tags have to be issued for the baggage to the final
destination as per the airline procedures.
 All the other check-in steps to be followed as mentioned above.
Boarding Gate

 Boarding time is normally established by the airline and it can be changed
according to the type of aircraft, parking position, number of loading
bridges, stairs or busses available and the passenger load.

 Boarding a passenger is performed either by the seat number or by the
reference number. To be in the safe side always use the sequence number.
The seat number can be changed anytime even after check-in.
(upgrade/down grade, any other reason) Always remember to choose the
sequence option unless you are advised by the supervisor.
 When you are at the gate always make sure you open the
Finalizing the Flight
 After all passengers are located/ boarded inform ground operations

immediately so they can finalize the loading and remove the equipment.
 All boarding cards has to be in an envelope along with a passenger manifest
for civil aviation. Make sure to check the BGR if any boarding cards
remaining inside.
 Check your desk before you leave. Do not leave any document relevant to the
airline. Arrange all documents in the boarding bag and make sure to leave it
at the transfer desk.
 Do not leave the boarding gate till the flight push back.
 Do the amendments (if any) before load control PD the flight.
o Enter the hand baggage collected at the gate

o Do the up grading/down grading
o Seat changes
o Offload the gate no show passengers
o Check-in the LMC passengers
 Inform load control to finalize and PD the flight. Inform your supervisor all
the changes are done and you have finalized the flight.
Boarding Functions
 Make sure sufficient security staff are available and the

gate is open. Do not start gating the passengers without
security.
 Before you start gating, make sure to position one more staff at the gate near the
BGR to avoid passengers going to the aircraft before you start boarding.
 Check if any gate comments to be action at the gate.
 When pre-boarding, make sure you check the following in the boarding card.
o Flight no
o Routing (sector)
o Date
o Departure stamp
 All passengers MUST have a boarding card to enter the gate. (including infants)
Tear the boarding card while the passenger enters the gate. Do not stub when
the passengers are in the queue.
 Do not leave the boarding gate entrance for any given reason.
If you are allocated to do boarding in the system, make sure both systems are
working, the printer is working and all in order.
Board the passengers using the sequence numbers. Always check the system
boarded figure and the boarded cads are tallying.
If you need more staff for support (hand baggage staff, stub check staff) call them
well in advance. Do not wait till the last minute.
If the cleaning and fueling is over check with the airline or with the purser for
boarding clearance. Update the supervisor once you get boarding clearance.
Position the hand baggage staff and the stub check staff before you start boarding.
Board the wheel chair passengers, any other special passengers and the families
first.
Monitor the queue in the bridge while boarding. If the bridge is full and the queue is
long hold the passengers for a while and release slowly.
Print the on board papers after flight is finalized. Give it to the purser.
Pass the missing passengers information to the passenger locating staff or the
immigration staff. Make sure to offload and keep the bags on standby minus 20
minutes to the departure.
Co-ordinate with the dispatch about offloading bags and reloading. Pass him the
latest boarding updates.
Fill the missing passenger report (MPR) and keep it ready well in advance in case if
any gate no-shows.
Make sure to take clearance from immigration after all passengers onboard. Pass
the correct figures for clearance.
Do the necessary amendments (hand baggage, off-loadings, seat changes) after the
flight push-back. Call load control to open the flight and inform them after the
amendments.
Do not leave any airline document or tags at the gate. Make sure the gate is clean.
Check the IGR any boarding cards left inside. Put all boarding cards to an envelope
with a passengers manifest and send to Civil Aviation.
Gate No-Show
Any, passenger who has been checked in and doesn‟t show up at the boarding gate
for boarding are gate no-shows. Following steps have to be followed for such
passengers;
Double check the name of the passenger. Check in the DCS the boarding card has
been printed. Check if there‟s any duplicate check-in or any other check-in error.
Check if the passenger is onboard. Request the cabin crew to make an

announcement onboard. Mean time; make an airport public announcement by the
name of the passenger.
Pass the passenger information to the staff allocated at immigration. Check whether
the passenger held at immigration or cancelled by immigration.
Meantime pass the passenger details and the baggage details to loading staff to
locate the baggage and keep on standby. Give a print of the details to the dispatch to
avoid confusion.
If the passenger is not located within the deadline given by the airline advice load
control staff and confirm offloading of the passenger and the bags.
Pass the correct figures (male, female, baggage weight and no of pieces, destination)
to the load control staff to amend the load sheet and if necessary for minus LMC.
Fill the missing passenger report (MPR) and hand over to the airline staff or the
load control staff for captain‟s approval.
Departure Procedures
Departing passengers should attend the appropriate check-in desk (or use the self-
service check-in) in the main terminal building, with the appropriate travel
documents, before the minimum check-in time stipulated by the airline or holiday
company.
Passengers should be aware that smoking is not permitted anywhere within the
airport buildings. The use of e-cigarettes is also not permitted.
The boarding card issued at check-in will be required at the security search area
and at the boarding gate.
The land-side facilities include a café, shop and the currency exchange and after
security search the air-side facilities include the departure lounge, café, bar,
restaurant and shops.
Passengers should follow the Departures Signs to the security search area in good
time for the flight and allow time for possible delays during busy processing periods.
Passengers will be advised on the flight information screens and on the PA system
when to attend the appropriate boarding gate area.
Mobile phones should not be used when boarding the aircraft.
Flight Transfer
For onward flights passengers should:
Collect baggage from the reclaim belt

unless there is an onward arrangement with the airlines
Follow Flight Transfer signs and walk out of the Arrivals building
Security Check List
Check the airport's travel document advice
Check the airport's security and baggage advice
Check the airport's travel information.
Q1. Is this your bag?
Q2. Did you pack it yourself?
Q3. Have you been given any item to carry for someone else?
Q4. Could anyone have put anything in your bag since it has been packed?
Q5. Does your bag contain any prohibited or restricted items?
‫ هل هذه حقٍبتك ؟‬-1
‫ هل قمت بتوضٍب الحقٍبت بنفسك؟‬-2
‫ هل قمت بأخذ أي اشٍا خاصت بأشخاص آخزٌه ؟‬-3
‫ هل كان بامكان أي أحد وضع أي شً فً حقٍبتك بعد أن قمت بتوضٍب الحقٍبت ؟‬-4
‫ هل تحتوي هذه الحقٍبت على أي أمتعت محظورة أو ممنوعت؟ مثال‬-5
Arrival Functions
 Check the ETA at least 30mts prior to the scheduled time of arrival.
 Check if any PSM. If needed ask for more staff or special handling staff before
you leave for the arrival. Remind the supervisor to send the staff on time to the
gate.
 Make sure you take the boarding bag from the transfer desk and check all
necessary documents are there.
 Check if the gate is open. If not call ex-4146 from any civil aviation phone and
inform security to open the gate.
 Make sure the departure side gates are closed. If the aircraft is still not reached
the gate, sign in the systems and check if they are working ok. Check the printer.
If any faults inform your supervisor.
 Update the supervisor when the flight is at the gate. Pass the ATA.
 Wait till the bridge is properly positioned. Do not go in when its moving. After
aircraft door is opened check with the purser if any specials.
 Make sure you provide the special service to the correct passenger in the PSM.
 If you don‟t use the special handling staff, make sure you sent them back to the
checking zone immediately. Inform the supervisor that you have released them.
 Don‟t stay near the aircraft door till the last pax. You need to assist the arrival
passengers. Be near the arrival door, assist the passengers. Make sure no other
passengers will enter the gate.
 Make sure all disembarking passengers are out. Then inform the security to
close the arrival side gate. Again, update your supervisor that all passengers are
out and you are ready to start gating.
Missing Passenger Report (MPR)
Unit 11: Passports & Visas
FRAUD DOCUMENT DETECTION
THE PASSPORT
A passport is an internationally recognized travel document issued by a National

Government. That usually identifies the bearer as a national of the issuing state, and
requests that the bearer be permitted to enter and pass through other
countries.
Passport Checks
1. Is it valid?
2. Is there any indication of forgery?
CHECK the quality of the passport. Most (but not all) genuine passports are well
made. Many counterfeits are not quality as the real one; in most cases the printing is
broken and uneven. Compare it with another passport of the same nationality if you
are at all suspicious.
CHECK that the passport has no missing pages. Are the page numbers are
consecutive?? Many forgeries have substituted pages either to remove something
(eg. a visa refusal) or to add something (eg. a visa from another passport).
3. Does the holder require a visa for his final destination?
4. Is the visa signed & stamped?
5. Is the visa still valid?
6. Some visas may only be used for one or two journeys: has the visa been used?
7. Is it endorsed for all the persons on the passport who are traveling?
8. Is the visa forged or counterfeit?
THE PERSON
1. Is the person the rightful holder of the passport?

a) Does the passenger looks like the same nationality of the
passport?
b) Does he speak the language of the country that issued
his passport?
c) Does the passenger look the same age (and sex) as it
written in the passport? If not, maybe the photo has
been changed. Also check the date of birth matches with
the person in front of you. If not it could be altered!!
d) The most common type of forgery is the substituted
photograph.
e) Does the photograph in the passport look like the
passenger? Many people attempt to travel using
someone else‟s passport.
f) Is the passenger unusually nervous?
g) Check the profession shown in the passport details
h) and does the person in front of you look like a doctor
or a company director etc..?
2. Does the baggage match the passenger? Is there an unusually large amount of
baggage or none at all?
3. Is the booking confirmed to the final destination? Has the passenger in

conversation given any indication as to why he/she is going there? If so, does this
give any hint that he may be inadmissible on arrival? Does he hold a one-way
ticket?
4. Many inadmissible passengers buy tickets which enable them to pass in transit
through major foreign cities like London & Frankfurt under the pretense of
heading for some unlikely destination which they have no real intention of
visiting; is the passenger‟s routing strange or totally unnecessary?
5. If you are suspicious CHECK IT OUT. Get a second opinion from a colleague if
you have any doubt. If a passenger speaks only a foreign language try and find
somebody that can speak that language to assist. Check and double-check his
documents again. If you are still unsure refuse the passenger travel and contact
either your local Airline Liaison Officer or you supervisor
Passenger Profile Checks
 Each passenger checking in MUST be present at the check-in counter.

Another passenger, even from the same close family, cannot check-in for
someone else. If passenger is not at the counter they cannot be checked in
until they present themselves.
 People using fraudulent travel documents often do not know where they are
actually traveling to or poorly equipped to deal with that countries climate.
Consider is the passenger dressed suitably for where they are going.
 Passengers with fraud documents may seem very nervous and may not want
to answer your questions or make eye contact. If the travel documents are
suspected, then the ticket should be checked as well since there‟s a good
chance that it may also be fraud.
 A passenger‟s destination and ticket may also give you a clue that the
documents may be fraud. You should be suspicious if the passenger is
holding a one way ticket to a desirable country and is not a citizen of it.
 You should be suspicious if the passenger is presenting an expensive ticket

but does not act in a way that fits the profile of a premium passenger, may be
their clothing are in poor quality, shoes are a good indicator.
 Also be wary if their ticket has an illogical routing (KWI-DXB-LHR-BOM)

there is a good chance that the passenger has no intention of flying to
Bombay but intends to claim refugee in London.
 If in any situation you are suspicious you should discreetly contact your
supervisor.
Advance Checks for Fraudulent Passports
 Check if the passport doesn‟t appear to be damaged of

fraudulent.
 Many passengers with fraud documents are from economically depressed

countries or nations in a state of political unrest.
 There is also possibility that some of these illegal travelers may be terrorists.
 Most genuine passports are usually well made and bear security features.
 The printing should be clear and even and the spellings should be correct.
 If an original has been altered security features will be lost or damaged.

Contact the airline and seek advice from immigration officials.
 One of the most common methods of forgery is to change the photo or alter
the personal details on a genuine passport. So the check-in agents must be
vigilant.
 Even if the passport and visas are genuine be sure to check the expiry dates
as expired passports and visas are not valid.
Handling Procedure
If you are suspicious;
 Excuse yourself from the passenger
 Discreetly show the document to your supervisor
 Do not return the document to the passenger
 Do not show the passenger that you suspect him
 Try and hold the passenger offering a tactful excuse as “ I‟m just verifying
your booking status”
 If your supervisor confirms the passenger‟s documents are fraud do not

check him to the flight. Alert the airline and follow instructions.
Imposters
Compare the photograph with passenger (Check age, height, visible marks) in front
of you.
Make sure you see every passengers including all children,
Ignore hats, glasses and facial hair
Ask passengers to remove glasses and hats if they are not wearing them in the
passport photo
Data Protection and Security
 We do not give out passengers details to any other member of the public
 When giving out details to a passenger about their own
booking/flight/payments you must verify passenger ID
 If local authorities wish to have information about a passenger, the airline
has to be notified.
 Be extra careful when giving out information during a delay.
 If approached by a journalist in any situation, you should have no comments.
Direct them to the customer airline manager.
Pre-flight and Post flight Information
Pre-flight and post flight preparation is carried out by the passenger control staff.
All the documents before flight opening and after the flight is departed are prepared
and stored in passenger control room for further reference if required. Copies of
required information are provided to the customer airline as well as local
authorities as per their request. Only the authorized persons can be access this
information and not to be passed to the public.
 Pre-flight briefing sheet

 Pre - Flight information
 Passenger name list
 Post flight information
 Baggage tag list
 Passenger list with inbound edit
 Passenger list without bound list
 Passenger transfer message
 Passenger services message
 Telexes with flight timings
 Seat occupied message
 Load distribution message
 Container pallet message
 Flight handling report
 Boarding sheet
 Other useful information
Unit 12: Foreign Currency
Unit 13: Tags & Baggage
Checked Baggage Labels
To prevent mishandling, self-adhesive checked baggage labels should be pasted on

all four sides of carton type baggage
Special Labeling Tags
Cabin Baggage Tags
 For First and Business Class Passengers two bags,

 For Economy Class Passengers one bag
Cabin baggage tags must be given for each passenger with cabin baggage. And
the baggage should not exceed more than 7-10kgs. Each airline has their own
cabin baggage tag and sometimes it‟s very useful to identify the missing
passengers is the transit area.
Name Labels
Check-in staff must ensure name labels are on every piece of checked baggage. It is
particularly useful to have the name label on bags for missing bag tracing purposes.
Package Orientation (This Way Up) Labels
These labels indicate that the baggage requires stowing in an upright position. Such
labels should be used on animal/bird containers, packages containing restricted
dangerous goods etc. Paste the labels on all four sides of the container/package.
Commonly known as “This Way Up” labels.
Fragile Tags
In addition to Limited Release tags, Fragile Tags must be put on all baggage
containing breakable items. (Eg. Musical instruments, Picture frames, Audio
equipment… ect)
Group Tags
Apart from destination tags, Group Tags should be used on baggage that belongs to
groups (sports teams, pilgrims) of over 10 passengers. Indicate the name of the
group leader and the total number of members in the group in the box provided.
Heavy Baggage Tags
Any bag weighing between 23 kgs – 32 kgs must have a Heavy Baggage Tag on, in order
to warn Baggage Handling Staff. Check-in staff must remember that heavy baggage
could cause physical damage to Baggage Handlers as well as mechanical damage to
equipment, and ensure actual weight written in the given space.
VIP Baggage Tag
In addition to destination tags, VIP tags should be used on all VIP baggage. All online
baggage with VIP tags on should be loaded in the J-Class container, irrespective of the
passengers’ class of travel. Interline VIP baggage should go in the specific transfer
containers.
On narrow bodied aircraft, VIP baggage should be loaded in the door position of the
forward hold.
Priority Tags
Passengers who had paid a higher fair to travel in premium class should have their bags
tagged to show that they are to be given priority over standard checked baggage.
All online priority labeled bags should be loaded in the premium class container, and any
overflow should go in the service container. Interline priority baggage should be loaded
in the specific transfer containers.
On narrow bodied aircraft, such baggage should be loaded in the door position of the
forward hold.
Some airlines use the same priority tags for passengers who are part of their frequent
flyer program.
Live Animals Labels
When live animals are accepted as checked baggage, this label must be affixed to the
container along with “This Way Up” labels and the destination tags. This is a self-
adhesive label.
Perishable Labels
As a rule, articles of a perishable nature i.e. foodstuff should be accepted only as a cargo.
However, small amounts may be accepted as baggage at the owner’s risk. Such baggage
should have Perishable labels on as well as the destination tag.
Incapacitated Passenger Baggage Tag
In addition to the standard baggage tags, attach Incapacitated Passenger Baggage Tag to
baggage of disabled passengers (WCHR, BLND, DEAF). This is to assist Baggage
Handlers at transit and destination stations to recognize such bags and speed up the
delivery.
Check-in staff must indicate the name and flight no./date on the tag before attaching it.
Immediate Transfer
Baggage Tags (Quick Transfer Tags)
Use of these tags is for transfer stations who receive baggage for passengers transferring
onto another flight. For passenger convenience their bags may have been tagged to their
final destination.
The purpose is to assist Baggage Handlers in transfer station to affect a quick and
effective transfer and avoid short shipping.
Gate / Ramp Delivery
Standby Sticker & Waitlist Label
BAGGAGE
Most passengers carry baggage with them when traveling and their baggage
contain mostly the personal articles required for the journey so that their travel
will be comfortable and convenient. Baggage includes both checked and unchecked
baggage.
Free Baggage Allowance
The number of pieces and the weight for each piece or the total weight a passenger
allowed carrying, depending on the class of travel or the itinerary of the passenger.
Free baggage allowance permitted, decides by the carrier. This weight is indicated
on the ticket. Most of the airlines it is generally 20 kilograms for economy class, 30
kilogram for business class, and 40 kilograms for the first class. Hand baggage
(carried in the passenger cabin) is limited generally to 7-10 kilograms. The airlines
usually also limit the number of cabin baggage pieces as per passenger class of
travel.
Checked-In-Baggage
Baggage taken to the custody of the airline at the time of check-in by providing a
unique identification tag (baggage tag) per piece. Also known as checked baggage.
Cabin Baggage
It‟s the accompanied baggage carried onboard by a passenger, includes personal

belongings required onboard.
Generally its one piece of hand baggage for economy class and two pieces for
business and first class.
It should be suitable for placing in a closed overhead rack or under the passenger‟s
seat with maximum dimensions and weight limitations specified by the carrier.
Baggage Acceptance
 All baggage to be accepted as per the airline policies and procedures.

 The baggage must be cleared by security and have a security sticker on it.
 Security questioned to be asked. The baggage should belong to the passenger
and the passenger should be aware of the contents in his/her baggage.
 The baggage that is carried, as checked baggage should be properly packed
and in proper condition. If any items (walking sticks, umbrella) tied to the
baggage has to be removed.
 The baggage must be name labeled. Advise the passenger to fill and attach a
name tag, label or a sticker provided by the airline.
 Ensure old baggage tags or labels are removed to avoid confusion at the
baggage sorting area.
 The baggage carried by the passenger should be within the specified
dimensions of weight, size and number of pieces that the passenger is allowed
to carry with him as per his/her ticket.
 Incase if any excess baggage, inform the passenger about the excess baggage
rates and if he agrees to pay direct the passenger to the cashier‟s counter.
 One piece of baggage should not exceed more than 32KGS. Baggage over
23KGS; heavy label to be attached if provided by the airline for safety while
loading.
 Enter the number of pieces and the weight in DCS as per the airline
requirements. Issue the baggage labels to the final destination with the correct
airport codes.
 Attach the baggage tags to all bags accepted and hand over the baggage claim
potion to the passenger while highlighting the final destination.
 If required special tags or labels (wheel chair tags, priority tags, fragile... etc) to
be attached for easy identification when loading.
Free Carry-on Items (Personal Allowance)
All airlines permit the carriage of the standard IATA free carry-on items in the cabin
and these include:
 An overcoat, wrap or blanket.

 A laptop.
 An umbrella or a walking stick.
 A small camera or hand held video equipment.
 A pair of binoculars.
 A reasonable amount of reading material.
 A ladies handbag, vanity case or purse.
 If an infant is traveling, the infants food for consumption in the flight.
Limited Release Baggage
Limited release baggage is baggage accepted by the carrier with a limited liability
due to the situation or condition of the bag.
Acceptance of Baggage under Limited Release Conditions
Baggage accepted under limited release labeling is subject to when:
 It is received in a damaged condition,

 It is not properly packed,
 It is not securely locked,
 It is not suitably strong,
 It has pointed articles attached to it,
 It contains fragile, perishable or valuable items in it,
 It is received late for check-in,
 It is retrieved at the boarding gate, as it is not admissible in the aircraft cabin.
It is mandatory to request the passenger‟s signature on this type of label before

the baggage is accepted. In the event of the passenger refusing to sign the label the
said piece of baggage is not to be accepted for carriage.
Limited Release Tag
Bar coded Interline/Limited Release Tag
Should be used by manual stations on online/interline checked baggage and

articles carried by the passenger at her/his risk. The passenger‟s copy should be
detached and given to her/him after filling out the flight details.
Note: The types of baggage described, under qualify for tagging with bar coded LR
tags.
 Fragile or inadequate packing

 Received damaged
 Not admissible in cabin
 Late check-in
Dangerous Goods in Passenger Baggage
Dangerous goods are articles or substances which are capable of posing a risk to
health, safety, property or the environment
Items NOT be carried in or as passenger checked or carry-on baggage
 Flammable liquids such as lighter fuel, paint and thinner or flammable

solids such as matches.
 Gases (flammable or non-flammable) such as camping gases, aerosols.
 Briefcases and security type attached cases with installed alarm devices
or incorporative lithium batteries or pyrotechnic material.
 Explosives, ammunitions, fireworks and flares.
 Oxidizing substances such as bleaching power and peroxides and poisons

(toxic) and infectious substances.
 Radioactive materials, magnetized materials, corrosives such as mercury

which may be contained in thermometers, acids and wet cell batteries.
Items CAN be carried in passenger checked or carry-on baggage
 One small medical or clinical thermometer in a protective case which contains

mercury for personal use.
 With the prior approval of the carrier heat producing articles, battery operated
equipment such as under water torches and soldering which if accidentally
activated,
 will generate extreme heat and can cause fire. The heat producing component or
energy source must be removed to prevent unintentional functioning during the
flight.
 Non-radioactive medicinal or toilet articles which are necessary or appropriate

for a journey, when the total net quantity does not exceed 2KG or 2L and the net
quantity of each single article does not exceed 0.5KG or 0.5L.
 Carbon dioxide, solid dry ice in quantities not exceeding 2.5kgs (4.4Lb) per
person when used to pack perishables in cabin baggage, provided the package
permits the release of carbon dioxide gas. Carrier approval required when in
checked baggage.
 Alcoholic beverages not exceeding 70% alcohol by volume provided the net
quantity of each receptacle does not exceed 5L with a total net quantity per
person of 5L. Alcohol beverages containing 24% or less alcohol by volume are
not subject to any restrictions.
 Lighter with fuel/fluid fully absorbed in a solid for use by an individual when
carried on one‟s person.
 Radio isotopic cardiac peacemakers or other devices, including those powered
by lithium batteries, implanted in to a person or radio pharmaceuticals within
the body of a person as a medical treatment.
 With the approval of the carrier, small gaseous oxygen or air cylinders required
for medical use.
 With the approval of the carrier as carry-on baggage only, a mercurial
barometer or mercurial thermometer, must be packed in a strong outer packing
having a sealed inner liner or a bag of strong leak proof and impervious to
mercury, when carried by a representative of a government weather bureau or
similar official agency.
 With the prior approval of the carrier as checked baggage only, securely boxed
ammunition for sporting purposes not exceeding 5kgs gross weight per
passenger.
Accepting Passenger’s with Firearms and Ammunition
 Carriage of arms and ammunition has to be accepted as per the airline

policies and procedures according to ICAO, IATA and DGR regulations
and requirements.
 With the prior approval of the airline firearm should be properly packed
in a hard shell box or a case to avoid breakage and ammunition shall be
securely packed in a box.
 Necessary clearance from authorities shall be obtained prior to

departure. Check-in agent has to check the documents and accept the
firearm with the approval of the airline.
 As a local procedure clearance papers and the passenger documents

(passport and the IDs) copies to be given to the local authorities with the
airline signature after accepting.
 Firearm baggage tag no to be informed to the baggage monitoring area

for conformation of receiving, loading position has to be informed to the
airline.
Unit 14: Communication
What is Air Radio?
Air Radio is a system of communication by employing electromagnetic waves

transmitted through space. Because of their varying characteristics, radio waves of
different lengths are employed for different purposes and are usually identified by
their frequency. The shortest waves have the highest frequency, or number of cycles
per second; the longest waves have the lowest frequency, or fewest cycles per
second.
Air radio is used by Pilots, Air Traffic Controllers, Ships, Space Communication,
Military and NAS. National Aviation Services uses radio communication to
exchange information between departments (Passenger Services, Lounge, VIP
Lounge, Cargo and Ground Operation departments.)
Air radio communication represents a two-way radio connection between

transmitter and receiver. Being in the airline industry, communication takes an
important place for efficient and smooth operations.
Quality of work needs a good communication skills and special technique. As

NASPORT grow we will depend more and more on air radio communication to
provide quality work to all our customers.
Air Radio Communication Requirements
 Allows transmission of voice and data over great distances

 Instantaneous: travels at the speed of light
 Can be accomplished from almost any location, fixed or mobile
 Easy to use
 Party line (all stations hear the same traffic)
 Sending station
 Receiving station
 Feed back (to verify correct meaning)
Methods of Communication
Walkie – Talkie (Radio)
Telephone (Intercom)
 Mobiles
 SITA Telex
 E-mail
Communication with Customer Airlines
Passenger handling supervisor/agent will receive information from the airline as

verbal, through telephone or as a telex. Passenger handling supervisor will make
sure to pass the information to all staff handling the flight through a briefing sheet
or as a verbal briefing before the flight to ensure smooth handling.
Communication with Local Authorities
Passenger handling duty officer, supervisor or the agent will communicate with the
local authorities when required in daily operations.
Communication with Ground Operations
Effective communication in transferring information to ground operations is very

important to ensure smooth handling and accuracy of the load control process. The
passenger handling supervisor at check-in, transfer desk agent, boarding agent shall
co-ordinate with the load control office or with the flight dispatch for conveying
information associated with;
 Check-in counter opening, closing, last minute changes and final

passenger and baggage figures
 Accepting AVIH or PETC, fire arms or sporting equipment
 Any baggage held at the check-in counters after tagging or to be collected
at the boarding gate
 Any oversized or heavy baggage accepted
 Transfer passengers baggage details (load or to re-tag)
 Special passenger information such as MEDA or STCR
 Overweight or oversized hand baggage collected at the gate
 Offload or re-load missing passengers baggage
 Boarding information and finalizing boarding
 Other general information
Communication Checks
1 Unreadable Bad
2 Readable now and then Poor
3 Readable with difficulty Fair
4 Readable Good
5 Perfectly readable Excellent
Pro-words
Pro-words are used to shorten and to enhance understandability & accuracy. They
are standard, easily pronounced words which have been assigned special meanings
& greatly speed up message handling on radio networks.
And it minimizes the chance of an ERROR being introduced into a message.
Words/Phrases Explanation
Acknowledge Let me know you have received and understood this message
Affirmative Yes.
Break Interrupt conversation in favor of an urgent message
Copy I understand what you just said (after receiving information).
Confirm My version is ………. Is that correct?
Correction I have made an error. The correct version is ……………..!
Call sign Individual radio code
Do you read? I have called you more than once, if you are receiving, Reply
Disregard Ignore the previous message
Go ahead Proceed with your message.
How do you read me? Self-explanatory
I say again I will repeat
Ignore Disregard
Negative NO
Over My transmission is ended. I expect a reply from you
Out My transmission is ended. I do not expect a reply from you
Read back Repeat this message back to me
Roger Okay. I have received your message.
Say again Please repeat your last message
Stand by I must pause for a few seconds.
Verify Check with the originator
Good Habits
 Always select right channel

 Be alert ( pay attention to the message)
 Use phonetic alphabet
 Listen to channel before use
 Confirm message
 English only
 Use 24 hour system
 Check your radio before use
 Listen to radio all time
 Identify yourself
Bad Habits
 Offensive language
 Do not blow over the radio
 UMM….AHHH….EHHHH….is not allowed over the radio
 Do not speak fast
 Do not interrupt
 Do not speak slow
 Do not shout
 Do not use channel during emergency call
 Do not ignore any messages concerning you
 Do not give confidential information over the radio
EXAMPLES
Transit Desk Duty Officer this is Transit Desk "Mohammed"

Duty Officer Transit Desk “Mohammed" go ahead for Duty Officer
Transit Desk Flight UL 228 is cancelled we need extra staff to transfer
passengers to hotel
Duty Officer OK copy that Flight UL 228 is cancelled I will send 2 staff for help
right away
Transit Desk Copy that 2 staff will be send over for help thank you OVER
EXAMPLE 2
Check-In Blue Lounge this Check-In Supervisor “Ashraf"

Supervisor
Pearl Lounge Check-In Supervisor " Ashraf " Go ahead for Blue Lounge this
“Amani"
Check-In blue Lounge “Amani" please inform passenger Mr. Joe Smith on
Supervisor BA
Flight 156 to London his onward boarding card will be sent to him
at the gate.
Pearl Lounge Copy that. Message will be deliver to passenger Mr. Joe Smith on
BA
Flight 156 to London. His onward boarding card will be delivering
to the gate.
Check-In Blue Lounge that is correct OVER.
Supervisor
EXAMPLE 3
Hala Kuwait Ground Operations this Hala Kuwait “Ali"

Ground Operations Hala Kuwait “Ali" go ahead for Ground Operations this is “Esam"
Hala Kuwait Please send transportation to gate 23 for Omni crew
Ground Operations Ok copy that bus will be sent to gate 23 for Omni crew
Hala Kuwait Ground Operations that is correct. OVER.
EXAMPLE 4
BMA Check-In this is BMA
Check-In BMA go ahead for Check-In
BMA Check-In I have deleted tag can you check on it please, are you ready to
copy?
Check-In BMA go ahead I am ready to copy!
BMA Tag number KL 599743 that‟s Kilo, Lima, Fife, Nin-er, Nin-er, Sev-en,Fow-
er, Tree
Check-In Ok copy that Kilo Lima Fife Nin-er Niner Six Fow-er Tree
BMA Check-In that is Negative the Correct number is Fife Nin-er Nin-er Sev-en
Fow-er Tree
Check-In BMA copy correction number Fife Nin-er Nin-er Sev-en Fow-er
Tree .OVER.
EXAMPLE 5
Boarding Gate Pearl Lounge this is Boarding Gate
Pearl Lounge Boarding Gate go ahead for Pearl Lounge
Boarding Gate Release all passengers for Flight KLM 458 to Amsterdam Gate Number 24
Too Fow-er
Pearl Lounge Copy that all passenger will be released for KLM flight 458 to
Amsterdam.Gate 24 Too Fow-er. OVER
EXAMPLE 6
Pearl Lounge Boarding Gate this is Pearl Lounge

Boarding Gate Pearl Lounge go ahead for Boarding Gate
Pearl Lounge What time boarding will start for BA flight 156 to London
Boarding Gate Pearl Lounge stand-by for boarding clearance
Pearl Lounge Ok copy that we are standing-by for boarding clearance
General safety
 All NASPORT Aviation Training Academy are required to carry the

company identification card while on duty. All personnel in the facility
must display their ID on their person above the waist at all times ( No
exceptions for this rule)
 Staff should wear the Training Academy uniform, company identity card
and the aviation pass clearly visible to enter restricted areas such as
ramp, transit, customs, cargo...etc while on duty. Trainees must enter
only the highlighted areas approved in the aviation pass.
 Trainees should stop at every security check point for inspections by the
Airport authorities.
 Trainees should not enter a restricted area (with or without uniform)

while they are not on duty (off duty) without prior approval from the
company, civil aviation and security.
 Uniform must be worn only while on duty and should be considered as a
sign of respect to the company.
 The loss of the company ID must be reported immediately to the security

department, followed by a written report within three working days.
 All NASPORT Training Academy Trainees should be co-operative in

respecting the security procedures regarding accessing the restricted
areas such as, airside ramp, cargo warehouse, transit area, check-in zones
etc…
 Even if time is short, you are in a hurry, do not skip proper security
precautions.
 A sense of humor is a great asset. But remember in our line of business,

practical jokes can easily backfire and do a lot of damage to persons and
property.
 Escape routes are (EXIT) marked and lit where necessary. Find out
where they are, and keep them in mind. That way you can save precious
minutes in an emergency.
 Cell phones: - Company provided phones only and at a reasonable

distance from the Aircraft. Taking pictures, video capturing or radio
broadcasting is strictly prohibited unless authorized by civil aviation
authorities.
 Smoking: - Totally prohibited on the ramp, all areas in the terminal
building and cargo warehouses except at designed places.
 Parcels/packets/letters: - Neither receive not deliver at any sterile areas.

Any bag or items left behind or unattended should be handed over to civil
aviation to be kept under their responsibility till it delivered to the owner
and follow up with the legal actions.
 Security officer‟s attention should be drawn if an item found unattended.
 Cleanliness of work area is highly recommended. The staff is fully

responsible of his/her working location, to maintain it clean and well
organized.
 Entry and exit: - only permitted access gates.
 Trainees should report for duty on time and ensure to register their
attendance immediately on reporting and on breaking off duty.
 Well groomed hair and a clean shaven face are essential or a smart
appearance. Those who wish to keep a beard should keep it well trimmed.
Ramp
 No Trainee to drive a NAS company owned or rented vehicle in the ramp.
 Speed limit is 30km/h and 20km/h in the service road.
 Trainee is not allowed to approach the aircraft within 5 feet radius from
the nozzle when aircraft engine is still “running””.
Note: An aircraft engine (jet intake) could suck up a 300lbs object like a
vacuum cleaner when running and jet blast could blow with the same
strength at engine exhaust.
 All vehicles shall give way to emergency equipment responding to an alert.
 Vehicles or equipment must not be driven between the passenger step

attached to the aircraft and passenger bus while passengers are
embarking or disembarking.
 Under no circumstances shall a vehicle cross an active runways or taxi

ways unless directed or approved by a Ground Controller through
communication equipment.
 Vehicles should not be driven under portion of an aircraft especially
under wings.
 Do not run around the aircraft or in apron.
 Do not let the passengers walk under the aircraft wing while boarding and
disembarking
 Board 10-15 passengers at once. Do not overload the passenger steps. If

the passenger step is full while boarding, hold the passengers in the bus.
Do
not let the passengers queue up in the ramp to board to the flight.
 Always make sure to wear the reflecting jacket (Tabard) for easy recognition
and identification while you are moving in the ramp.
Check-in Zones
 While entering the check-in Zones use the zone main entrance and pass
through security. Do not forcefully open the EXIT door and enter the zone
from exit door.
 Eating, drinking (even water) applying make-up and mobile phones (even
attached with the head set or blue tooth) are not allowed at the reception
counter in front of the customers.
 Staff/Trainees/special handling staff/porters should not walk on the baggage

belt or stand on the belt to load or unload bags. Should not cross the belt
between the counters for any reason.
 All the bags accepted at the check-in counter must be screened through
security and the security sticker should be on it. It‟s the responsibility of the
check-in staff to make sure each bag has a security sticker.
 Staff/Trainees should not accept any baggage which is not belongs to the
passenger. Passenger should be fully aware of the contents of the bag and the
check-in staff should be satisfied with the security questions.
 Trainees/ Special handling staffs (porters) are not allowed behind or inside
the counters to help the Check-in staff or airline staff unless if help required.
Special handling staffs have to be positioned in front of the counters to help
passengers.
 Trainees and Staff should behave in a proper manner while on duty in their
working areas, especially at the check-in counters, and be responsible of
others safety. He/she should not do anything to harm or damage the smooth
operations and environment.
 For any given reason Trainees should not give information to unknown
people about the passengers traveling on a flight or their personal details.
 Check-in staff is fully responsible to check-in the correct passengers and

handover the correct boarding card and to make sure the correct passenger
gets access to the transit area.
 Incase if a passenger loose the boarding card staff should not issue a
duplicate boarding card without the supervisor‟s or the airline permission.
 Airline documents such as boarding cards, baggage tags and other special
tags not to be kept unattended. As soon as you finish a flight assign the
special handling staff to remove ass the documents related to the airline and
keep it in a safe place.
Transit & Boarding Gates
 Trainees/ Staff authorized by a civil aviation pass can enter this area. Staff
has to make sure the pass is valid and above areas are mentioned.
 Do not enter the transit through the main immigration entrance unless you
are assisting a passenger. Always use the Trainees /staff entrance and clear
through security. Make sure you do not assist any passengers or their
belongings from the staff entrance.
 Duty free shops and the items are only for departure passengers. Trainees/
Staffs are not allowed to purchase any duty free item while on duty or not to
hang around duty free shops unnecessarily.
 Make sure to call security and keep the gate open before aircraft reaches the
gate. Arrange the special handling staff and the wheel chairs for any
passenger who needs assistance.

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Passenger Service Agent Course 2019

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Basic Passenger Handling

Modified by Ilham B. Fadul

Recommended Courses: Dangerous Goods Regulations – Category 9 and First Aid

Passenger Service Agent course consists of 14 separate unit with a test or an

Nasport Aviation Training Academy welcomes you to this program. It is our

Nasport Aviation Training Academy provides technical and non-technical learning

The Nasport Aviation Training Academy

What is the meaning of aviation sector?

Aviation is the practical aspect or art of aeronautics, being the design,

What is the meaning of aviation industry?

The aviation industry is the business sector dedicated to manufacturing and

What do you know about the airline industry?

Aviation is operation of heavier-than-air aircraft and related activities; Aviation can

The Airline Industry

“What was impossible yesterday is an accomplishment of today the unbelievable,”

To put this achievement in perspective, consider this: On Jan. 1, 1914, one

INTERNATIONAL AIR TRANSPORT ASSOCIATION

International air transport is one of the most dynamic and fastest-changing

IATA originally founded in Havana, Cuba in 1945. IATA brings together

Airport Development and Infrastructure

 Air Traffic Management.

Regulatory and Public Policies

 Customs and Regulations.

Security and Facilitation

IATA Traffic Conference Areas

Traffic is defined as:

In Brief: IATA passes resolutions and Governments approve resolutions.

A MEMBER THAT BREACHES A RESOLUTION MAY BE FINED.

Note : IATA has no control over purely domestic operations of an airline.

Foundation of the International Civil Aviation Organization (ICAO)

The US government extended an invitation to 55 States or authorities to attend, in

WHEREAS it is desirable to avoid friction and to promote that co-operation

THEREFORE, the undersigned governments having agreed on certain principles

Establishes international standards, recommends practices and procedures covering

-Licensing of personnel -Rules of the air

-Aeronautical meteorology -Units of measurement

-Operation of aircraft -Nationality and registration marks

-Airworthiness -Aeronautical telecommunications

-Air traffic services -Search and rescue

-Aircraft accident investigations -Aeronautical information services

-Dangerous goods. -Security

-Air traffic services. -Aircraft noise.

-Aerodromes. -Engine missions.

The Convention on International Civil Aviation requires that international air

ICAO pays special attention to promoting civil aviation in developing countries. So

ICAO technical co-operation missions consisting of one or more technical experts

Airline Coding Directory: published twice-annually. Airline designator codes follow

ICAO airline designator

IATA Flight coupon stock control number

Operator: American Airlines

Telephony designator: AMERICAN

Call signs (flight identification or flight ID)

Many airlines subcontract ground handling to airports, handling agents or even to

Airlines with less-frequent service or fewer resources at a particular location

Airlines may participate in an industry-standard Mutual Assistance Ground Service

This includes services on the ramp or apron, such as:

This includes services inside the airport terminal such as:

 Providing check-in counter services for the passengers departing on the

Field operation service

There are two main types of passenger flights;

Depending on the operations requirements you may be assigned to a particular

 Ticket prices are determined by the airline.

 Scheduled tickets may be refundable, or may used on another day, or may on

 Most scheduled flights operate with different classes of service including