Handling Air Passengers

1
Handling Air Passengers

• P2

2

• Roles Responsibilities of airport operators in
  relation to departing passenger handling
  processes

3
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

4

• 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

5
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

6
Baggage Tolleys

• These need to be provided by the airport
  operator.
• They also need to be maintained any breakages
  fixed , prevented from becoming obstacles

7
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
  dont create queues or miss flights. People
  greeting arriving passengers also need to know
  what time flights are arriving

8

• Roles and responsibilities of airlines in
  relation to departing passenger-handling
  processes

9
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.

10
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.

11
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

12

• Roles responsibilities of airlines/ground
  handlers in relation to departing passenger
  handling processes

13

• 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)

14
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

15
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

16
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

17
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/For
  eigntravel/AirTravel/DG_176922

18
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)

19
Gate Checks

• Preferential boarding It is the ground
  handlers/airlines responsibility to ensure that
  passengers requiring preferential boarding e.g.
  PRMs and UNMINs 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)

20

• 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.

21
Special passenger handling

• It is the ground handling agents/airline to
  ensure that there are appropriate procedures put
  in place for
• PRMs wheelchairs, preferential boarding,
  ambulift
• Unaccompanied minors assistance through the
  airport and onto the flight
• VIPs lounges, food/drink, on board check-in and
  customs if required, privacy, escort through the
  airport

22
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

23

• Roles and responsibilities of regulatory and
  control organisations involved in the departing
  passenger-handling process

24
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

25
UK border Agency

• Check on who needs visa
• Customs
• Authorising VAT to overseas visitors

26
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

27

• Roles and responsibilities of other service
  providers

28
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.

29
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

30
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

31

• Bureau de change
• Retail outlets
• Catering facilities

32
P3

• Coordinating processes for departing passenger
  handling

33
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

34
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.

35
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.