AVIATION

SERVICES...
 TABLE OF CONTENTS
o SERVICE BLUEPRINT
o MAIN INDUSTRY
o CHARACTERISTICS OF PASSENGER AIRLINES
o SERVICE INDUSTRY
o CHARACTERISTICS OF SERVICE INDUSTRY
o TRAVEL AGENT MANAGEMENT
o IATA APPROVAL PROCEDURE FOR TRAVEL AGENCY
o IATA CONTROL BANK GUARANTEE
o TRAINING AND DEVELOPMENT OF TRAVEL AGENT
o IATA BSP CREDIT PLAN
o CUSTOMER SERVICE
o GDS (GLOBAL DISTRIBUTION SYSTEM)
SERVICE BLUERPRINT
2.
1. 3.
ARRIVE
BUY TICKET CHECK IN
AIRPORT

5.
4. 6.
COLLECTING
BAGGAGE & ENTER THE
BOARDING
CHECK IN AIRCRAFT
PASS

7. 9.
8.
AVAIL THE RECEIVING
EXIT THE
SERVICES ON BAGGAGE
AIRCRAFT
FLIGHT & CHECK OUT

SERVICE FREQUENCY , VEHICLE (AIRCRFT) ,

PRE&POST FLIGHT SERVICES ,
IN FLIGHT SERVICES ( FOOD & BEVERAGES )
 Main industry
 Aviation provides the only worldwide transportation network,
which makes it essential for global business and tourism.

 It plays a vital role in facilitating economic growth,

particularly in developing countries.

 It helps generate trade, promote tourism, and create

employment opportunities.

 Air transport enables millions of people to connect in cultural

exchange, and it also boosts the tourism industry, which is a
major economic factor.
 Characteristics of passenger airlines
• Capital Intensive
The airline industry is a capital-intensive business, requiring large sums of money to
operate effectively. Whatever arrangements an airline chooses to pursue, its capital
needs require consistent profitability.

• High Cash Flow

Because airlines own large fleets of expensive aircraft which depreciate in value over
time, they typically generate a substantial positive cash flow (profits plus
depreciation). Most airlines use their cash flow to repay debt or acquire new aircraft.

• Labour Intensive
Airlines also are labour intensive. Each major airline employs a virtual army of pilots,
flight attendants, mechanics, baggage handlers, reservation agents, gate agents,
security personnel, cooks, cleaners, managers, accountants, lawyers ETC.
 Characteristics of passenger airlines
Computers have enabled airlines to automate many tasks, but there
is no changing the fact that they are a service business, where
customers require personal attention.

Seasonal
The airline business is very seasonal. The summer months were
extremely busy, as many people took vacations at that time of the year.
Winter, on the other hand, was slower, with the exception of the holidays.
Thus , airline company face many up and downs every year.

High Security
In part because of its long history as a regulated industry and highly
sensitive , the airline industry is highly securtized.
 Service industry
• An airline can be defined as a company that provides
regular services for transporting passengers or
goods via the air.
• An airline also provides services for handling of cargo
and couriers for the purpose import and export.
• An airline company also provide emergency services
such as carrying human remains e.g. dead body ,
weapons , rdx by following legal procedures.
• As an overview an airline is a company that helps in
accomplishing the task of transporting , from one
destination to another destination in minimum time.
 Characteristics of service industry
INTANGIBILITY – Services are intangible , it cannot be touched or viewed so it
becomes very difficult to explain clients what they will we be getting.
E.g. When airline decides to provide extra hospitality to their passengers.

INSEPARABILITY – Personal services cannot be separated by passengers. Services

are served and consumed at the same time i.e. the services are produced at the same
the time and received by the client at the same time.
E.g.. Booking air ticket at the airport.

HETEROGENEITY – Services involve people & all people are different. There is a
strong possibility that the same situations would be answered or reacted differently
by the passengers or by the same person. So , it important to minimize the differences
through improving performance (through training , standard setting and quality
assurance).
E.g. When the flight get delayed due to some reasons.
IATA
 Iata - Travel agent management
• Company which acts as an intermediary in the sales and promotions of different
travel related services , such as. accommodation , airlines, railways, road
transport, cruises on behalf of the suppliers and earns commission.

• IATA works with the industry to ensure airline’s operational overheads are

minimised, for example, by making use of the industry-wide settlement process,
known as the Billing and Settlement Plan (BSP).

The most important functions of a travel agency are described

below:
• Travel Information: A retail travel agency provides necessary travel information to
the general public
• Preparation of Itineraries
• Liaison with Providers of Services
• Ticketing
• Insurance
 How to iata approval ?
To apply for an IATA number, prepare these documents in the
following order:

• Proof of general business operations. If you’re a branch operator, the documents should include
hours of dedicated services or a copy of the agreement to serve as such tour. The same works for
solo operators.

• Proof of your qualifications. Regardless of whether you have multiple agents or you are a solo
operator, you must submit a business license or copies of any certifications, such as agent training
courses. Here you must indicate that your agents meet the professional criteria, according to local
business standards.

• Confirmation of prior travel agent experience. If you’ve previously collaborated with an IATA
accredited agent or airline, then include this record in your documents. If possible, attach a
recommendation letter from that company or documentation of employment. Documents
indicating a basic knowledge of airline and ticketing operations may be also attached.

• Proof of financial viability.  Attach copies of all of the travel-business-related bank transactions for
the past year. Include loan or insurance documentation if you have any. Detailed bank account
 procedures
• 2. Be ready to obtain a bond. you may be required to obtain a minimum
$50,000 bond to insure your financial credibility.

• 3. Register at the Customer Support Portal. Use the registration page and

proceed with the registration process. You must submit the personal contact
information and set up a password.

• 4. Submit the IATA application form. 

• 5. Pay the registration fee and wait. Once the application is received and
processed by IATA, they will contact you for the next steps and confirm
registration fees. Usually, the consideration period takes 2 weeks.

• Travel industry designator services (TIDS) – booking flight ticketing

 Iata control bank guarantee
• A demand for a bank guarantee is sent to
agents according to the local financial criteria.
This may be in connection with a new
application, an accreditation change, following
a financial review, payment irregularity or
default.
• The local criteria are specified in the Travel
Agent Handbook / Cargo agent handbook.
 Training & development of travel agent
• IATA offers a vast range of travel and tourism courses that provide an aspirant to
work around the globe.

• The IATA-qualified professional can gain employment at the front line or entry-
level operations of airlines and travel agencies across the globe.

• IATA provides training for 6 months to a year . The IATA certificate are valid for 2
years.

• IATA works with the industry to ensure airlines' operational overheads are

minimised, for example, by making use of the industry-wide settlement process,
known as the Billing and Settlement Plan (BSP). IATA allows the travel agents to
book the tickets on their behalf and provide services to the customers.

• As an accredited member of IATA, travel agents can access inventory and sell
tickets on domestic and international flights.
 DEVELOPMENT OF TRAVEL AGENTS

How does IATA helps in development of travel agents and

what does IATA teach them?

• Identify and consult on popular international travel and tourism

destinations.

• Advise on modes of transportation, accommodation, and tours.

• Understand IATA resolutions that apply to accredited travel agencies.

• Construct complex fares and manage changes to electronic tickets.

Iata billing and settlement plan credit period
Billing and Settlement Plan (BSP)
• BSP is a system designed to facilitate and simplify the selling, reporting and remitting
procedures of IATA Accredited Passenger Sales Agents, as well as improve financial control and
cash flow for BSP Airlines.

• A BSP is the central point through which data and funds flow between travel agents and
airlines. Instead of every agent having an individual relationship with each airline, all of the
information is consolidated through the BSP. Agents make one single payment to the BSP,
covering sales on all BSP Airlines.

• Inflation targeting is the BSP's way of conducting monetary policy to achieve its primary
objective of price stability.

• Its primary objective is to maintain price stability conducive to a balanced and sustainable
growth of the economy and employment.

• Promote broad and convenient access to high quality financial services and consider the
interest of the general public.
 bsp
Benefits
• Airlines receive one settlement covering all agents.

• Simplifies and reduces work through the use of

electronic ticketing on behalf of all BSP Airlines

• Agent’s sales are reported electronically.

• Overall process monitoring by a neutral body.

 BSP
BSP CYCLE
• A billing and settlement plan (BSP) (also known
as "Bank Settlement Plan ) is an electronic billing
system designed to facilitate the flow of data and
funds between travel agencies and airlines.
• The cash flow of BSP continues throughout the
year. Hence , it is known as BSP cycle.
WORKING OF BILLING & SETTLEMENT PLAN
 Customer service
To provide all necessary help and support to passengers as required
by our customer, airlines which may include –

• check in
• baggage processing
• reservations and ticketing
• boarding of flights
• air-bridge operation
• greeting arriving passengers
• handling of VIPs
• provide special passenger assistance
• handle customer complaints
• and other duties as assigned.
 Job responsibilities of customer service
JOB RESPONSIBILITIES
The following responsibilities are associated with this job role:

• Assist passengers with self-service check-in.

• Inspect and verify passenger documentation.

• Issue boarding passes and reschedule passengers affected by flight interruptions or

cancellations.

• Manage passenger baggage processing including handling and fee calculation if applicable.

• Assist passengers with special requirements such as unaccompanied minors (UM), VIP
passengers and passengers needing wheelchair assistance.

• Direct passengers through Customs, Immigration, and quarantine as required.

• Make public address announcements as required.

 Global distribution system
• A global distribution system (GDS) is a computerised network system
owned or operated by a company that enables transactions between
travel industry service providers.

• GDS is used by various travel segments and serves many different

companies including airlines, ground handlers, hotels, railways, car rental
companies, airports, cruise lines and ferry operators.

• It communicates live product, price and availability data to travel agents

and online booking engines, and allows for automated transactions.

• The GDS is often used to tap into the corporate travel market because it
has the ability to present hotels, flights, and car rentals in one simple
interface which is convenient.
 GDS
There are currently four major GDS systems:
• Amadeus.
• Galileo.
• Sabre.
• World span.

Benefits of GDS
• Increased Access to Travel Agents for More Bookings.
• More Efficient Booking Process.
• Bundling Options for Other Travel Needs.
• Less Expensive than Marketing.
• Integration with Property-Management Systems.
WORKING SYSTEM OF GDS
THANK YOU !!!