Transcript Handling Air Passengers

P2
 Roles & Responsibilities of airport operators in relation
to departing passenger handling processes:
Operation of terminal building
 Airport operators will monitor:
 Check-in queues – will ask handling agents to sort if
need – e.g. open another desk depending on how
many the handling agents are contracted to.
 No unsupervised left
 No trolleys being left – can be a health and safety issue
 Ensure health and safety issues are dealt with –
terminal maintenance
 All areas are kept clean e.g. toilets
 First Aid facilities and staff are kept up-to-date
Airport security
 Passengers: walk through scanners looking for metal
and liquids (liquids following 9/11)
 Baggage: scanned can be searched leading to
passenger questioning – following Dumblaine
Baggage Tolleys
 These need to be provided by the airport operator.
 They also need to be maintained – any breakages fixed
, prevented from becoming obstacles
Providing information updating
arrival/ departure boards
 It is the responsibility of the airport operator to ensure
that the arrival/departure boards are kept up-to-date.
 These need to be up-dated to ensure that passengers
have all the correct information and don’t create
queues or miss flights. People greeting arriving
passengers also need to know what time flights are
arriving
 Roles and responsibilities of airlines in relation to
departing passenger-handling processes:
Customer service/sales desk
 It is important for the airline to provide and take
responsibility for customer service/desk as they
provide the opportunity for late sales and to sort out
any problems which my occur.
Check-in options, e.g. online check
–in, self service kiosks
 Airlines are responsible for ensuring that their own on-
line and self service check –in systems are operating
correctly.
 This ensures that queues do not build-up around the
check-in area.
Difference between full-service
and low-cost airline
 Full service airlines may have separate lounges for their
passengers or fast-track check-in queues
 Low cost may need a higher number of check-in desks
as they often have a higher number of passebegers
coming through
Roles & responsibilities of airlines/ground handlers in
relation to departing passenger – handling processes
 Remember that companies such as servisair are
commissioned by the airport to carry out the ramp
handling, including baggage etc.
 Some airlines e.g. jet2.com would rather have their
own ground handling team ( this can be to save costs
or maintain control)
Check-in
 Compiling passenger load – ensuring the right number
of passengers are booked onto the plane.
 Seat allocation – check-in staff are responsible for
allocating peoples seats e.g. trying to get people sat
together where possible ensuring passengers who have
pre booked seats are sat together. (Extra leg room etc)
 It is also important to ensure that only able bodies
adults are sat near emergency exits
Check-in
 Issue of boarding cards – ensuring that all passengers
are given their boarding cards and told their gate
numbers
 Documentation check: Ensuring that all passengers
have the appropriate passports and visas to travel on.
 Ground handlers will give the notice of check-in
opening and closing times – overseen by the airport
operator
Check-in
 Initial security check: Security questions to establish if
the baggage has been packed by the passenger or been
left unattended
 Baggage acceptance the passengers baggage is labelled
correctly and sent through security checks – it is also
essential to weigh the baggage at this point to ensure
the planes weight is correct.
 Hand baggage also needs to be monitored for size and
weight e.g. RyanAir 10kg
Check-in: Restricted Items
 In groups what items do you think will be restricted?
Have a look at the website below and look at the
restricted items that check out staff need to look out for
http://www.direct.gov.uk/en/TravelAndTransport/Forei
gntravel/AirTravel/DG_176922
Boarding Processes
 Gate checks: at the gates the passports and boarding
cards are checked. Servisair have three employees at
the gate two to take boarding card (giving the stump
back to the passenger) and check passports and one to
count every 25 passengers to check numbers ( using
the boarding card)
Gate Checks
 Preferential boarding: It is the ground
handlers/airlines responsibility to ensure that
passengers requiring preferential boarding e.g. PRM’s
and UNMIN’s or single parents with children.
 Provision of air bridges: airlines have to make sure they
have paid for these if required( airlines will usually pay
if they need a fast turn around time)
 Coaches & steps: it is the ground handlers
responsibility to ensure these are provided for aircraft
in remote locations
 Escort to aircraft from gate: usually have two one at the
beginning of the queue of passengers one at the end,
provided by ground handling agent . Ryanair send out
one of their cabin crew to assist.
Special passenger handling
 It is the ground handling agents/airline to ensure that
there are appropriate procedures put in place for
 PRM’s wheelchairs, preferential boarding, ambulift
 Unaccompanied minors: assistance through the
airport and onto the flight
 VIP’s: lounges, food/drink, on board check-in and
customs if required, privacy, escort through the airport
Medical Considerations
 Stretchers need to be provided – for people with back
problems (may have been injured)
 Oxygen equipment – For passengers who may need
oxygen or become suddenly ill
 Roles and responsibilities of regulatory and control
organisations involved in the departing passengerhandling process
Civil Aviation Authority (CAA)
 The CAA is responsible for setting the rules and
regulations for aviation company's to work within.
 They monitor passenger safety ensuring aircraft are
safe
 Monitoring passengers and baggage safety checks
UK border Agency
 Check on who needs visa
 Customs
 Authorising VAT to overseas visitors
Police intervention
 Police often have a visible presence at airports: this is
to enable them to be on- hand if required:
 Deportations –sending people out of the country
 Anti terrorist police – airports/ airlines are a prime
target for terrorists e.g. 9/11. so anti-terrorist police
monitor any suspicious incidents and people. Bomb
squads are situated within an hour of any airport
Roles and responsibilities of
other service providers
Public an private transport
 These need to ensure their services run on time as
passengers need to be at the airport to check-in.
 They also need to make sure they easily accessible for
the passengers e.g. taxis just outside the door.
Airport hotels
 Airport hotels need to ensure they are providing a
suitable standard of accommodation for passengers
 The hotels also need to be willing to take last minute
guest from delays if required
 Courtesy buses- provide transport to hotels – these
need to be regular so that passengers are not waiting to
get to their hotels
Car Parking
 The organisations responsible for providing car parks
need to ensure that their facility is well maintained
and suitable for purpose
 They need to be safe
 Long stay car parks need to provide regular transfer
buses to the airport
 Bureau de change
 Retail outlets
 Catering facilities
P3
 Coordinating processes for departing
passenger handling
Reasons for intra-organisation and
inter-organisation coordination
 Intra (Internal) – It is vital for all aspects of a company
to be co-ordinated e.g. Servisair check-in staff need to
communicate with the ram handlers to ensure that all
baggage etc is passed through in time
 Inter – All different companies need to work together
e.g. airport operators need to communicate with the
ground handlers if any problems occur and they need
to know when gates will be opening and closing etc
Methods and systems used to
facilitate coordination
 Pre shift briefings – To check everyone is organised for the
shift, assign tasks and give last minute information e.g.
flight delays
 Post shift briefings: what went well what could have gone
better. Ensure the next team have all the relevant
information
 Gate allocation – giving information on gate allocation
means that everyone knows where the passengers are
meant to be going.
 Boarding commencement times – so that everyone knows
the busy times and which flights need to be boarded when.
Action when shortfalls or
breakdowns in systems,
procedures
 Check –in IT failure – is there a back-up system?
 Late arriving aircraft delaying boarding – when do
passengers get compensation e.g. food vouchers
 Bad weather situations: when is the decision made
that the weather is too bad to fly.