1.2.2.

9 Passenger acceptance and seating

1.2.2.9.1 Requirements for passenger acceptance

KC A passenger can be refused carriage due to any of the following reasons:

and 1. Being under the influence of alcohol, medication or drugs to such a degree as to
KCX constitute a disturbance or a hazard to the flight;
2. Unruly behavior;
3. Physical conduct, medical or mental condition that renders the passenger
incapable of taking care of him/herself during the flight without special
assistance; such a passenger needs to travel with a qualified escort to be
accepted;
4. Being a source of dangerous infection or discomfort to other passengers;
5. Being unable to use a standard aircraft seat in a sitting upright position during
take-off and landing, except stretcher passengers;
6. Insufficient, invalid or fraudulent travel documents;
7. Misuse of ticket/travel document (i.e. passenger using someone else’s ticket or
passport to travel);
8. Passenger has refused to submit to a security check

Decision on passenger refusal before boarded to aircraft (at check-in or boarding) can
be made by Ground Staff - Duty Manager/Duty officer/GS Supervisor.

Decision on passenger refusal after boarded to aircraft (on board before departure) can
be made by Pilot in command (PIC) and/or In-flight Supervisor.

In medical cases the doctor on duty at the relevant airport shall be contacted for
guidance.

Refusal of embarkation must always be reported as follows:

1. In cases of passenger’s unruly behavior – refer to procedure in GOM 1.5.15.
2. In cases of denied boarding due to travel documents and other cases a report
has to be forwarded to head office via IQSMS reporting module – Non-safety
reporting (refer to GOM 0.2.4.4).

1.2.2.9.2 Seating

KC Each passenger (except infants not occupying a separate seat) is assigned an

and individual seat number per flight. It may be free or charge seat.
KCX
For regular flights KC/KCX is not operate a free/open seating policy. Flight may be
declared “free seating” only in exceptional irregularity cases. In case this decision has
been taken the crew and the passengers have to be informed before boarding. At any
case, facility seating has to be observed.

Infant may be seated together with an able bodied adult (at least 18 years old) on one
passenger seat. Two children on one passenger seat are not allowed.

Travelling on jump seats (flight deck or cabin crew seats) is not allowed for commercial
passengers.

1.2.2.9.3 Exit row seating

KC Seats adjacent to emergency exits must always be occupied.

and
KCX Only those persons who appear willing, physically and mentally able to open an
emergency exit may be seated in an exit row.
Following categories of passengers must NOT be seated in an emergency exit
 row:
1. children and teenagers (2-18 yrs.), including UMs;
2. passengers with infants and/or children;
3. all kinds of PRM and / or MEDA cases (including pregnant women and
passengers whose sight or hearing is impaired to the extent that they might not
readily become aware of instructions given to begin evacuating the aircraft);
4. passengers in custody and those who are being deported;
5. passengers with pet animal;
6. passengers whose physical size would prevent them from being able to move
quickly;
7. passengers who, due to language problems, might not become aware of
instructions given;
8. Decrepit old persons and elderly passengers
9. Passengers whose mental condition is such that they would have difficulty in
moving quickly if required to do so.

The final decision on passenger seating at emergency exit rows is with crew members
operating the flight.
1.2.2.10 Passenger priority

KC PCV procedure – refer to Appendix D.3

KCX- not applicable

KCX Priority of passengers depends on booking class for commercial passengers. For
Staff tickets priority depends on grade and DOJ according to KC Staff Travel Manual.

1.2.3.11 Upgrading

KC Refer to Appendix D.2

KCX Not applicable to KCX

1.2.3 Passenger Boarding

1.2.3.1 General

KC Passenger services agent at gate shall be in time at boarding in order to do preparation

and and opening.
KCX
The passenger services agent at gate shall commence boarding in cooperation with the
In-flight Supervisor, offering assistance to passengers with special needs.

In case of boarding via a loading bridge avoid long queues in the loading bridges.

To check with the Manager on Duty/GS Supervisor regarding eventual late transfer
flights and tight connections.

Passenger’s safety must be observed throughout the complete boarding process.

To verify whether a gate document check has to be performed and ensure that
information on such a check is given to the passengers prior to boarding.

To ensure 1 cabin crew member of the appointed flight is present at the boarding gate
(only on air bridge positions) and might help with pre boarding passengers.

KC Boarding is to be performed according to the class of service.

Priority boarding shall be offered for:
1. Business class passengers;
 2. Sleeper economy class passengers;
3. Frequently Flying Passengers (NOMAD diamond, gold and silver cards holders).

4. Pre-boarding shall be arranged for:

5. Unaccompanied Minors;
6. Passengers with reduced mobility;
7. Families with infants and/small children;
8. Deportees (DEPA)
9. Governmental courier service

Economy class passengers should be boarded by row number in case of large cabin.
The boarding sequence may be influenced by local facilities.

KCX Boarding is to be performed according to priority and AC zones.

Priority boarding is service depends on payment

Pre-boarding shall be arranged for all passengers depend on airport facility.

Passengers will be pre-boarded by priority and AC zones.

Boarding can be started after approval of PIC.

Passenger ID and boarding pass check to be performed at per-boarding/boarding.

1.2.3.2 Boarding procedures

KC 1. Check that boarding facilities (baggage frame in place, gate readers,

printers etc. are working) and gate monitors are displaying flight
information.
2. Ensure Dangerous Goods and Prohibited Articles notices are displayed at
the boarding gate.

3. If applicable, before boarding, ensure passengers and their cabin baggage

is security screened.

4. If walking on ramp, ensure the route to aircraft is safe and clearly marked
for both passengers and staff. Passengers shall be supervised on the ramp
at all times.
5. For passenger boarding bridge boarding, secure the route to the aircraft
and block off any used passageways if required. Identify passageways e.g.
per class, when there is more than one passageways is used.

6. Obtain clearance for boarding from the flight crew and according to local
procedures

7. Follow safety requirements for fueling in progress

8. Make boarding announcement. Pre-boarding announcement shall be

performed when appropriate
9. Follow procedure for passengers requiring assistance

10. Verify each passenger’s identity as per the requirements.

Check the name on the passenger identity document with the one on the
boarding pass, and visually match passenger with photograph.

11. Check boarding pass for the correct flight number.

Check travel document for web checked-in passengers, and if check is
 required by the local legislation.

12. Confirm each passenger’s boarding acceptance in the DCS before allowing
them to board (via gate reader)

13. For manual or non-automated boarding, check the flight number and date
on the boarding card

14. Check that the passenger is carrying only the allowed amount of cabin
baggage. Additional cabin baggage shall be removed and labelled with a
Limited Release-tag for carriage in the hold. Before removal from cabin
baggage and placing into aircraft hold – ask passenger about any items,
which are forbidden to be carried in hold (checked-in) baggage (e.g.,
lithium batteries) and shall be removed and taken in a cabin. Refer to
GOM 2.3.8.7
15. Secure the flight by matching the checked-in passengers to the boarded
passengers

16. Provide final passenger numbers to cabin and/or flight crew

17. Advise ramp staff and/or load control of the gate baggage to be loaded

18. Ensure communication with load control as per KC policy about passenger
and/or baggage information

19 Send required post flight messages upon flight close out. Refer to GOM
5.9.

KCX Pre-boarding starts 45-50 min before departure.

For passengers gate closes 30 minutes before departure.
Boarding process should be completed no later than 8 minutes before departure.
During pre-boarding the following procedure shall be done.

1. Check that boarding facilities (baggage frame in place, gate readers,

printers etc. are working) and gate monitors are displaying flight
information.
2. Ensure Dangerous Goods and Prohibited Articles notices are displayed at
the boarding gate.

3. If walking on ramp, ensure the route to aircraft is safe; PIGS are

installed to avoid walking under the wings where applicable.
Passengers shall be supervised on the ramp at all times.

4. For passenger boarding bridge, secure the route to the aircraft and block
off any used passageways if required.

5. Follow safety requirements for fueling in progress

6. Make pre-boarding:
a) Check boarding passes for “Priority boarding” service;
b) Check the name on the passenger identity document with the one on
the boarding pass, and visually match passenger with photograph;
c) Check flight number and destination and scan boarding pass;
 d) Prepare passengers for boarding - allocate passengers to the queue
by zone and priority boarding service if applicable;
e) Secure the flight by matching the checked-in passengers to the
boarded passengers

7. Follow procedure for passengers requiring assistance

8. Confirm each passenger’s boarding acceptance in the DCS before

allowing them to board (via gate reader or portable scanner)

9. Provide final passenger numbers to cabin and/or flight crew

10.

11. Ensure communication with load control as per KCX policy about
passenger and/or baggage information. Notify any variation from the
DCS with actual passenger number to ramp and load control.
12. Close activity to ensure automatic DCS flight messages are dispatched.

1.2.3.3 Refusal of embarkation

KC Refer to GOM 1.2.2.9.1 for reporting, reasons and authority to make a decision on
and refusal for passenger acceptance.
KCX
Whenever a passenger is refused embarkation it is essential to check whether he/she
has any checked in baggage, as the baggage must be offloaded from the flight.

An amendment of the offloaded bag(s) must be made to the check-in records and to
the relevant flight documents.

1.2.3.4 Passenger Boarding Discrepancies

1.2.3.4.1 Matching the number of passengers onboard

KC The Gate Agent shall ensure that all passengers that were checked-in are onboard.
and
KCX The actual boarding control is performed either manually or by using a gate reader,
matching of passengers being up-to-date all the time.

The names of late or missing passengers shall always be retrievable from the
Departure Control System without delay.

The total number of passengers can be obtained either by:

1. Matching the number of boarding passes to the number of passengers accepted
in the departure control system or by;

2. Matching the amount of passengers/boarding passes with the manual passenger

list and/or with the information received from the Ramp Agent.
If there are passenger discrepancies (minus or plus), they shall be resolved prior to
closing the aircraft door.

1.2.3.4.2 Missing passengers

KC The following rules apply to situations when a passenger(s) is missing:

and
KCX 1. Find out the name of the missing passenger
 2. Check if any baggage was checked-in and arrange baggage search

3. Request a head count by cabin crew and check if passenger is on board

4. Make and individual nominative call for the passenger (on board, at the
gate and in the terminal), where this procedure is performed by airport

5. Check if passenger is checked in on earlier/later flight

6. Check for any check-in error (e.g. checked in twice)

7. Check for any namesake passengers

8. Check if passenger was through checked and maybe “misconnex”, or

return checked from another station and NO-show

9. Check with the immigration and/or Customs if passenger has been delayed
there

10. Check if the passenger is in any lounge

11. If the passenger does not show up in reasonable time offload him. Report
an “LMC minus”, if applicable.

If the passenger does not have any baggage:

1. Offload him/her in the DCS

2. Advise load control and/or crew

If the passenger has checked baggage:

1. Retrieve the baggage tag number stored in the passenger check-in file
from the DCS
2. Immediately request the ramp supervisor to have the baggage located and
offloaded. For passenger/baggage reconciliation purposes, checked
baggage of any missing passenger must always be offloaded
3. As soon as baggage is located and offloaded, offload the passenger in the
DCS
4. Advise load control and/or crew, report an “LMC”

5. In case of manual check-in/boarding procedure physical baggage

identification shall be performed.

1.2.3.4.3 Last Minute Change passengers

KC LMC – Last Minute Changes (“plus or minus LMC”) are all changes in traffic load after
and closing the flight for check-in and the issuance of the load sheet.
KCX
The following shall be noted when accepting an LMC passenger at the gate:
1. If the passenger has check in baggage from another flight, let him/her know that
the bag might not be loaded;
2. Let the passenger know that there may not be any meal on board for him/her;
3. Inform the crew of the LMC, name and seat-number, in case insufficient meals
onboard they will not serve a meal to the LMC;
4. Ensure that the LMC passenger is recorded in the system and that the person
(Ramp or Load-control Agent) who prepares the flight documents to be uplifted
to the pilot is aware of the accepted LMC;
 Before acceptance of LMC make sure on OTP. If the on time departure of the flight is
threatened, permission to accept the LMC passenger must be obtained from the Duty
Manager (or at some Stations Ramp Agent)/Supervisor GS KCX.

1.2.3.4.4 Boarding in case of DCS Breakdown

KC In case of DCS failure, manual boarding procedure shall be applied. It shall be ensured
and that the final check-in count matches the boarded passenger count prior to door
KCX closure and prepare and board a final manifest. For this purpose a completed PIL shall
be used.

1.2.3.4.5 Closing the flight

KC The gate agent shall close the flight for Check-in within the agreed time limits.
and
KCX The gate agent shall then take care of the following:
1. Handle the stand-by list (if applicable);
2. Check-in last minute passengers (if applicable);
3. Uplift all Flight Documents (refer to GOM 1.2.4) to the cabin crew prior to
departure.

When the flight is ready to depart the Gate Agent shall update the Departure Control
System (DCS) with possible LMC and then close the flight completely, which enables an
automatic transmission of the PTM and PSM messages to the destination(s). In case of
system failure the mentioned messages shall be transmitted manually via SITA.

To secure on time departure all activities at the flight should be fully completed and
the aircraft doors closed latest 5 minutes before the scheduled time of departure.

Due to digitization of all processes (in particular, currently there is no more

requirement to keep tear-off parts of boarding passes), the only way in case of
emergency is to rely on the system (DCS). That is why 100% correct passenger data
records shall be in the DCS before aircraft departs.

Any passengers’ LMC shall be updated as well as in the DCS before chocks-off or
before change of the flight status to “Flight Status Departed” (maximum 5-10 minutes
after aircraft departure).