Passenger Service Manual Amendment 13 – December 12th 2019
AIR CREEBEC INC. – PASSENGER SERVICE MANUAL
Any errors or omissions noted, or, suggestions for improvement should be sent to the following address:
Air Creebec Inc. R.R. # 2, Timmins Airport, Timmins, Ontario P4N 7C3 Telephone: 705-264-9521 Facsimile: 705- 267-1722
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LIST OF EFFECTIVE PAGES
Page Date Amendment # Page Date Amendment # 24 August 30 2018 AMDT 6 i Dec 12 2019 AMDT 13 25 Oct 2 2019 AMDT 12 ii August 30 2018 AMDT 6 26 Oct 2 2019 AMDT 12 iii Dec 12 2019 AMDT 13 27 August 30 2018 AMDT 6 iv Dec 12 2019 AMDT 13 28 August 30 2018 AMDT 6 v Dec 12 2019 AMDT 13 29 August 30 2018 AMDT 6 vi April 15 2019 AMDT 7 30 August 30 2018 AMDT 6 vii Dec 12 2019 AMDT 13 31 August 30 2018 AMDT 6 1 August 30 2018 AMDT 6 32 August 30 2018 AMDT 6 2 August 30 2018 AMDT 6 33 August 30 2018 AMDT 6 3 August 30 2018 AMDT 6 34 August 30 2018 AMDT 6 4 August 30 2018 AMDT 6 35 August 30 2018 AMDT 6 5 August 30 2018 AMDT 6 36 August 30 2018 AMDT 6 6 August 30 2018 AMDT 6 37 August 30 2018 AMDT 6 7 August 30 2018 AMDT 6 38 August 30 2018 AMDT 6 8 Dec 12 2019 AMDT 13 39 August 30 2018 AMDT 6 9 August 30 2018 AMDT 6 40 August 30 2018 AMDT 6 10 August 30 2018 AMDT 6 41 August 30 2018 AMDT 6 11 August 30 2018 AMDT 6 42 August 30 2018 AMDT 6 12 Sept 2 2019 AMDT 1 43 August 30 2018 AMDT 6 12a Sept 2 2019 AMDT 1 13 Sept 2 2019 AMDT 1 44 August 30 2018 AMDT 6 14 August 30 2018 AMDT 6 45 August 30 2018 AMDT 6 15 August 30 2018 AMDT 6 46 August 30 2018 AMDT 6 16 August 30 2018 AMDT 6 47 August 30 2018 AMDT 6 17 August 30 2018 AMDT 6 48 August 30 2018 AMDT 6 18 August 30 2018 AMDT 6 49 Oct 2 2019 AMDT 12 19 August 30 2018 AMDT 6 50 August 30 2018 AMDT 6 20 August 30 2018 AMDT 6 51 August 30 2018 AMDT 6 21 August 30 2018 AMDT 6 52 August 30 2018 AMDT 6 22 August 30 2018 AMDT 6 53 August 30 2018 AMDT 6 23 August 30 2018 AMDT 6 54 August 30 2018 AMDT 6
Continued
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LIST OF EFFECTIVE PAGES (CONTINUED)
Date Amendment # Page Date Amendment # 55 August 30 2018 AMDT 6 86 April 15 2019 AMDT 7 56 August 30 2018 AMDT 6 87 April 15 2019 AMDT 7 57 August 30 2018 AMDT 6 88 April 15 2019 AMDT 7 58 April 15 2019 AMDT 7 89 April 15 2019 AMDT 7 59 April 15 2019 AMDT 7 90 April 15 2019 AMDT 7 60 April 15 2019 AMDT 7 91 April 15 2019 AMDT 7 61 April 15 2019 AMDT 7 92 April 15 2019 AMDT 7 62 April 15 2019 AMDT 7 93 July 15 2019 AMDT 9 63 April 15 2019 AMDT 7 94 April 15 2019 AMDT 7 64 April 15 2019 AMDT 7 95 April 15 2019 AMDT 7 65 April 15 2019 AMDT 7 96 April 15 2019 AMDT 7 66 April 15 2019 AMDT 7 97 April 15 2019 AMDT 7 67 April 15 2019 AMDT 7 98 April 15 2019 AMDT 7 68 April 15 2019 AMDT 7 99 April 15 2019 AMDT 7 69 April 15 2019 AMDT 7 100 April 15 2019 AMDT 7 70 April 15 2019 AMDT 7 101 April 15 2019 AMDT 7 71 April 15 2019 AMDT 7 102 Dec 12 2019 AMDT 13 72 April 15 2019 AMDT 7 73 April 15 2019 AMDT 7 74 April 15 2019 AMDT 7 75 April 15 2019 AMDT 7 76 April 15 2019 AMDT 7 77 August 22 2019 AMDT 10 78 April 15 2019 AMDT 7 79 April 15 2019 AMDT 7 80 April 15 2019 AMDT 7 81 April 15 2019 AMDT 7 82 April 15 2019 AMDT 7 83 April 15 2019 AMDT 7 84 April 15 2019 AMDT 7 85 April 15 2019 AMDT 7
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RECORD OF REVISIONS
Amend Date Change Affected Page(s) ment #
Original March 2018 New manual All
AMDT 1 April 2018 Check photo I.D. of each passenger Cover page, iii and 10
AMDT 2 July 2018 ACCEPTANCE OF LIVE ANIMALS Cover Page, iii, procedures updated iv, v , vi, vii 66 and 67
AMDT 3 August 2018 New pregnancy medical clearance Cover Page, iii, form iv, v, 89
AMDT 4 August 21st 2018 Acceptance of Animals (Service Cover page, iii, Animals and Pets) / Animals in Cabin iv, v, vi 65, (no animals accepted on King Air 100) 66,67,68, 69, 70 / Service Animals / SEARCH AND
RESCUE DOGS
th AMDT 5 August 30 2018 SkyCheck baggage service added & i, iii, iv , v, vi,vii Passenger oxygen corrected 64, 65, 76, 77
AMDT 6 January 09th 2019 Complete review and insertion of All tracking (CML)
AMDT 7 April 15th 2019 Page 87 change our refund fees for i,iii,iv,v,58 until the ticket refunds 30% and end
AMDT 8 June 7th 2017 Check in pax occuoing 2 seats I,iii,v,13
th AMDT 9 July 15 2019 Armed officer report I,iii,v
AMDT 10 August 22 2019 2.30 YUL FBO I, iii, iv,v,77
AMDT 11 Sept 2 2019 Gender x check‐in section 2.3 I,iii,v,12,12a,13 AMDT 12 October 2019 ID request I,iii,v,25,26
AMDT 13 Dec 12 2019 2.21 and 5.8 I,iii,iv,v,8,102
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TABLE OF CONTENTS Cover Page ...... i Amendment procedures ...... ii List of effective pages ...... iii Record of revisions ...... v Table of contents ...... vi
Introduction ...... 1 Section 1 – Customer Service Guidelines ...... 2 1.1 –Customer service ...... 2 1.2 – General passenger service guidelines ...... 2
Section 2 – Flight handling guidelines...... 4 2.1 – Pre-flight preparation ...... 4 2.2 – Passenger requiring special assistance ...... 7 2.2.1- Handling abusive passengers ...... 8 2.3 – Passenger check-in ...... 9 2.3.1 – Counter check-in transactions ...... 12 2.3.2 – Counter check-in documents ...... 38 2.3.3 – Radio frequencies and contacts ...... 45 2.4 - Bumping ...... 47 2.4.1 – Bumping in an oversell situation ...... 47 2.5 – Completion of flight cargo manifest ...... 48 2.6 – Flight departure announcements ...... 48 2.7 – Flight arrival procedures...... 50 2.8 – Flight departure procedures ...... 50 2.8.1 Weight and balance ...... 51 2.9 – Checklist boarding ...... 51 2.10 – Checklist departure ...... 51 2.11 – Flight on-time departures ...... 53 2.12 - Baggage procedures ...... 54 2.13 – Armed individuals ...... 58 2.14 – Bomb threat procedures ...... 60 2.15 – Carry-on baggage ...... 62 2.15.1 SkyCheck baggage services ...... 62 2.16 – Passengers occupying extra seat ...... 63 2.17 – Stretcher service ...... 63 2.18 – Acceptance of Animals (Service Animals and Pets) ...... 64 2.18.1 General ...... 65 2.18.2 ANIMALS IN CABIN (NO ANIMALS ACCEPTED ON KING AIR 100) ...... 66
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2.19 – SERVICE ANIMALS ...... 67 2.19.1 SEARCH AND RESCUE DOGS ...... 68 2.20 – Acceptance of declaration of self‐reliance of wheelchair bound passengers ...... 69 2.21 – Irregular operations ...... 70 2.22 – Misconnected passengers ...... 70 2.23 ‐ Switched passengers ...... 71 2.24 – Flight cancellation (Overshoot) ...... 71 2.25 – Acceptance of children ...... 71 2.26 – Unaccompanied minors ...... 71 2.27 – Unaccompanied minors and irregular flight operations ...... 74 2.28 – Pregnant passenger ...... 74 2.29 – Passengers travelling with oxygen tank ...... 75 2.30 – Procedures for charters ...... 76 2.31 – Cree health board charter procedures ...... 78
Section 3 – Baggage irregularities procedures ...... 84 3.1 ‐ Definitions ...... 84 3.2 ‐ Missing baggage ...... 84 3.3 ‐ Delayed baggage ...... 85 3.4 ‐ Damage baggage ...... 85 3.5 ‐ Tracing missing property ...... 85 3.6 – Property left onboard ...... 85 3.7 – Claims procedures ...... 86 3.8 ‐ Compensation ...... 86
Section 4 – Reservations procedures ...... 87 4.1 ‐ Forms of payment ...... 87 4.2 – Acceptance of payment ...... 88 4.3 – Electronic tickets ...... 88 4.4 ‐ Refunds ...... 88 4.5 – Type of transportation ...... 89 4.6 – Ticket exchanges ...... 89
Section 5 ‐ Forms ...... 90 5.1 ‐ Firearms declaration form ...... 90 5.2 ‐ Unaccompanied minor ...... 91 5.3 – Pregnant medical clearance form ...... 92 5.4 – Notice to armed individuals and escort officers ...... 93 5.5 – Example of weight and balance ...... 94 5.6 – Flight departure check list ...... 98 5.7 – Passenger service agent check list ...... 99 5.8 ‐ Disruptive Passenger…………………………………………………………………………………………………………………102
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AIR CREEBEC INC. – PASSENGER SERVICE MANUAL
INTRODUCTION
The contents of this manual are guidelines and procedures based on regulations with which we are required to comply.
However, in addition, every Customer Service Agent should exercise judgment when providing customer service, but not to the extent that any regulations are contravened.
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SECTION 1 – CUSTOMER SERVICE GUIDELINES
1.1 – CUSTOMER SERVICE
Is the act of providing information, product, or assistance to our customers to supply their needs and wants, whether it is over the telephone or in person at our various locations. When serving our customers, we must be friendly, cooperative, efficient and professional at all times. This requires us to be knowledgeable in the details of the types of services that we provide, which allows us to offer a consistently high quality of service every time. In addition, be aware of the various services available in our market areas so that we are able to advise the customer how they can access these services.
1.2 – GENERAL PASSENGER SERVICE GUIDELINES
a) Answering the Telephone Every time the telephone is answered, the appropriate time of day greeting must be given along with your name: “Air Creebec, bonjour (good morning, afternoon, or evening), your name speaking. How may I help you? “Listen carefully to the needs of the person on the line and respond with the required information in a friendly and professional manner. When serving clients in person, you may answer the phone calls, however put the person on hold until you are finished serving the customer in front of you.
b) Checking in a Passenger Is the process of lifting a passenger’s flight coupon, checking a passenger’s baggage, issuing a boarding pass and baggage checks as required, and advising the passenger when to proceed through security check, the departure gate and departure time of the flight for which they were checked-in. Close encounter with “Thank you“ and a smile.
c) Ticketing a Passenger Is the process of issuing a ticket based on the passenger’s itinerary and accepting the required payment in one of the methods allowed by Air Creebec. The ticket receipt is presented to the passenger in exchange for payment.
d) Handling Inquiries All inquiries, whether received over the telephone or in person at one of our locations must be given prompt attention, with an accurate and professional response about the information being sought.
e) Handling Customer Complaints When handling complaints, listen carefully for all details, and try to resolve the situation at that time. Persons can file a complaint through our website http://www.aircreebec.ca .
If the complaint is a safety, quality (service), environmental, security or compliance with regulations issue they can file a report through the Public Issue Reporting module of our iSMS site at http://acsafety.net/PublicIssueReporting.aspx
f) Uniform and Grooming Standards First impressions are crucial. The purpose of a uniform is to create a standard uniform look that can be recognized. It is very important to wear your uniform in its entirety while serving customers and to keep a professional, neat and clean look at all times.
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AIR CREEBEC INC. – PASSENGER SERVICE MANUAL
g) MISSING MILES REQUEST FOR FLIGHTS
Please note that Air Creebec mileage crediting is processed on a monthly basis, i.e: members should be advise to wait >30 days before submitting a request
Reminder: Membership in Aeroplan is issued strictly on an individual basis. Members can only receive credit for flights taken in their name and on only one ticket per flight. Please ensure that the member Aeroplan number is on file prior to travel (9 digit numerical value starting by an odd number). If not member must submit a retro credit request once the 30 days processing has passed.
All initial retro credit requests are submitted on aeroplan.com by the Member (Home > Your Aeroplan > Request Missing Miles). https://www.aeroplan.com/log_in.do , member login required. • This process applies to all Members. • For Canadian Domestic Airline Partners, including Air Creebec, the member initiates the request online. o When they select YN- Air Creebec (CRQ) in the airline dropdown, member receives a prompt message advising them their request can only be completed manually and they must provide supporting documents. o The online form expands to provide Members a section to attach their documents.
o Once documents are attached the Member can submit the request. • Members do need to fill out all mandatory fields as per their boarding pass: o Name is pre-populated from their Aeroplan account. They should not change the name to another passenger o Ticket number o Airline (select from dropdown) o Flight number o Origin and Destination o Date of flight o Attach documents (Boarding Pass) • Member receives a confirmation email containing details of their request. (accepted or rejected) • Members will also receive an email confirming when the miles have been deposited into their accounts (within 48 hours for all Star flights, within 14 days for all other requests) • All requests should be re directed to aeroplan.com
Please explain this process to the passenger to help him with claiming his/her Aeroplan points.
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AIR CREEBEC INC. – PASSENGER SERVICE MANUAL
SECTION 2 – FLIGHT HANDLING GUIDELINES
2.1 – PRE-FLIGHT PREPARATION
Approximately 2 hours prior to departure of the flight, the agents handling the flight should prepare their counter positions.
1) Sign into the computer system.
2) Check if the flight is initialized in DCS (Departure Control System). If not, call Reservations to have the flight initialized for the passenger check-in. Check if all passengers have electronic tickets beside their name on the PS list (DCS passenger list). You should see TKNE at the end of each name. If not, here are the steps to add the electronic ticket:
Go into their PNR (Gabriel) and look for one. You can look into the history of a PNR by doing RTC / RTTN or RT:ETA. You might be able to find an ETKT number there. If you find one you must pull up the ETKT details and verify that the ticket is valid. You will know it`s valid if it says OPEN FOR USE. To enter the ticket on the PS list you must do the following:
PS921 PDD:# of the passenger missing the etkt (ex: PDD:4) PU#1,TKNE/219245215458C1 (The coupon # must be entered or you will not be able to check the passenger in)
3) Print PMCN (ex: pmcn/flight #/date/departure city/H) to have a hard copy of your passenger list in case of computer system failure.
4) Check your PMCN against PS list and add the passenger’s name(s) if missing. Here are the steps (MBA):
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AIR CREEBEC INC. – PASSENGER SERVICE MANUAL
SIGN INTO DCS MBA TRANSACTION FOR 1 PAX
MBA:YN921/./YUL/PART1 -YKQ1Y ADD 1SMITH/JOHN MR.R/TKNE HK1 219240056899C1.L/R1234 ENDADL ENTER
MBA TRANSACTION FOR MULTIPLE PAX MBA:YN921/./YUL/PART1 -YKQ4Y ADD 1BONET/VINCENT MR.L/R1234 COTE/MARC MR.L/R1234 DUPUIS/JACQUES MR.L/R1234 FIGUE/ANNIE MRS.L/R1234 ENDADL ENTER
When you do the MBA for multiple passengers, you need to make sure that the destinations you are adding are in order and that the passengers’ last names are in alphabetical order.
FOLLOW THESE STEPS AND YOU WILL HAVE NO PROBLEMS!!!
1) Assemble all pertinent documents for the flight: cargo and passenger manifests and company mail.
2) For YVO, YUL and YMT and YTS, during check-in if the passenger name is part of the SPL the system will screen it automatically. If the system is down, call Reservations (1-800-567-6567) for hard copy of the SPL before you start checking-in and screen the names against the PS List.
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AIR CREEBEC INC. – PASSENGER SERVICE MANUAL
IF A PASSENGER IS ON MLBK AND NOT ON THE PS LIST YOU HAVE 2 OPTIONS
1. Pull up the passenger’s file RTMOUSE/921/.
2. Rebook the segment you want EX: SSYN921Y.YULYVO1 ENTER and *R. (If *R doesn’t work, then do *KIR)
3. If a message like “NEED OTHS” appears, and it’s a one way itinerary then do RPYVO002, you have to add the TKT/ Field after this transaction. If it’s a return itinerary, don’t do RPYVO but put in the SSR Field as follows: SSR:OTHS 1V ADD PAX ON PS LIST or SSR:OTHS 1S ADD PAX ON PAX LIST
If you lose the ETKT number beside the passenger name on the PS list, then you must look into the history of the file (RTC) and use the etkt number to check in the passenger. You will need to revalidate the etkt.
4. Once you do that wait a few seconds and check your PS list
5. If you see the passenger’s name appear on the PS list your transaction worked, however you will not see a TKNE on the line. What you need to do next is revalidate the ticket.
6. To do this, go into the passenger’s file but keep note of the segment number you want to revalidate. EX if the YUL-YVO SEGMENT has the #2 next to it this is line number you want. (Follow the example provided for you further on)
7. If this doesn’t work you need to do the MBA transaction (see example)
NOTE: Passengers maybe checking in online, in these cases, the passengers will show checked in on the PS list. IF they require to check in online , they may present themselves at the Air Creebec check in counter prior to cut off to check in a baggage.
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2.2 – PASSENGERS REQUIRING SPECIAL ASSISTANCE
(a) Handling Passengers with Disabilities
Passengers with disabilities require some extra consideration at all times. In addition, law has mandated “Accessible Transportation”, and as a result, sensitivity to and the ability to handle person with special needs must be maintained. Specialized equipment and techniques to assist persons with disabilities and training is provided so that agents can deliver this specialized customer service.
Please refer to the Dealing with Persons with Disabilities Manual for additional information. Where information from here differs from the Dealing with Person with Disabilities Manual content, apply the information from the Dealing with Person with Disabilities Manual.
(b) Handling Intoxicated Passengers
Intoxicated: under the influence of alcohol or canabis
When handling a passenger who appears to be intoxicated, never remark to them that they are “drunk”, in the event that a person on medication may show signs or actions that lead us to believe this. We should use tact, especially at flight check-in, where time permits, in getting that person to relax and “sober up” before they are checked-in. If that person proves to be obviously drunk (intoxicated), we deny boarding. We must maintain our professional manner, even sometimes in the face of mild verbal abuse. However, if we become concerned about our safety because of abusive behavior, we will have to call local authorities for assistance and be prepared to press charges.
If a crewmember decides that the passenger is intoxicated, the counter agent will abide by this decision and will deplane the passenger. If the passenger is deplaned en route, advise Reservations to have passenger rebooked on next available flight at no cost to the passenger (Y inconvenience fare).
NOTE: Report all incidents with intoxicated passengers in to the SMSpro*
Please refer to the Security Manual Section 5.15 for additional information. Where instructions found here differ from the Security Manual content, apply the information from the Security Manual.
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2.2.1 – HANDLING ABUSIVE PASSENGERS a) Handling Abusive Passengers When we are confronted by an abusive passenger, we must always maintain our professional attitude and attempt to pacify the situation. The agent has full authority to deal with the situation. If your security is threatened, immediately contact airport security or the local police. Remember, in these situations, never yell at or repeat abusive language or actions to the customer.
Guidance on wording to use in communicating to unruly passengers (step are the same as in manual but text is different. 1) YOUR ACTIONS ARE OFENSIVE, PLEASE STOP, WE DO NOT TOLERATE VERBAL ABUSE. 2) We asked you to stop; I will try to rebook you after our flight is gone. 3) You continue to be offensive despite my warning ,please stop, it is an offence to cause a disturbance After stating this the agents have 2 options: a) Say: «If you continue we will call the police”. b) Simply go to back office and leave the pax.
NOTE: Report all incidents with abusive passengers in to the SMSpro*
Please refer to the Security Manual Section 5.16 for suggested wording to use in such situations. Where instructions found here differ from the Security Manual content, apply the information from the Security Manual. b) Handling Inquiries from Law Enforcement Agencies When a caller claiming to be calling from a law enforcement agency to inquire about a passenger who is travelling on Air Creebec, stay polite and inform the caller that you cannot answer the question and forward the call to the Special Projects Manager or, ask the caller to present him/herself to the nearest Air Creebec counter to identify him/herself to the counter agent. The counter agent will then call Reservations to confirm the identity and the inquiry may be handled. c) Disruptive passenger
Use the Disruptive Passenger document for disruptive passengers on the ground who have received a verbal warning by the agent. The purpose of the document is to inform the flight crew of a passenger who was disruptive and was warned. With this document the crew will be aware of the situation with the passenger that occurred on the ground and if the situation escalates further in flight, they will apply the next interference with the crew members level.
Example of a disruptive passenger;
A passenger has been verbally abusive at the counter, you have warned them to stop and they have. At this point, you complete the attached document and give it to the F/A , who will inform the Captain in command.
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AIR CREEBEC INC. – PASSENGER SERVICE MANUAL
2.3 – PASSENGER CHECK-IN
CUTOFF TIMES FOR PASSENGER CHECK-IN
The following procedures will be used when checking in passengers at our counters.
1. Passengers are to check in at least 60 minutes before scheduled departure. This will give agents the time do all paperwork necessary. Even if the flight is delayed, we require passengers to check in as if the flight is running on time. You can use your judgement to check in passengers at a later time if the flight is 2+ hours delayed.
Travel Recommended Check-in cut Gate to gate cut- Boarding cut- check-in time* off** off*** off From Montreal 90 minutes 45 minutes 45 minutes 30 minutes From all other stations 60 minutes 45 minutes N/A N/A
2. A Grace period for cut off check in counter and gate: We will allow a 10 minutes grace period for last minute passengers past cut off, this is an internal procedure and not share this information with the passengers. Also advise the passengers that they are late and that the next time they will be denied check in. Also, advise them that their bags may not make it because they are late check in.
*Recommended check-in time: To ensure that the passenger has plenty of time to check in, drop off checked baggage and pass through security, the above table sets out how much in advance of the flight’s departure time the passenger should check in.
**Check-in cut-off: The passenger must have checked in, obtained their boarding pass and checked all baggage at the baggage drop-off counter before the check-in deadline for their flight.
***Gate to gate cut-off: The passenger must be available for boarding at the boarding gate by the boarding gate deadline, e.g. if the passenger’s flight from Montreal to Val-d’or departs at 7:45 am, the passenger must be at the boarding gate no later than 7 am (i.e., 45 minutes before the flight departure time
If the passenger fails to meet the time limits specified in the above chart, the carrier may reassign any pre-reserved seat and/or cancel the reservation of the passenger and the carrier may not be able to transport the passenger’s baggage. The carrier is not liable to the passenger for loss or expense due to the passenger’s failure to comply with this provision.
NOTE: It is recommended that the passenger provide the carrier with a point of contact (e-mail address and/or telephone numbers) in case the carrier must communicate with the passenger prior to his/her departure or at any point during the passenger’s itinerary. A carrier has an obligation to make a reasonable effort to inform its passengers of any delays or schedule changes.
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Greet every passenger in a pleasant and professional manner with a smile and the appropriate time of day greeting. As you complete each check-in, close with “Thank you and please enjoy your flight.”
Check photo I.D. of each passenger. Anyone who appears 18 years or older must present: a) One piece of valid PHOTO identification that is issued by government authority and the shows the passenger’s name, date of birth an gender Or b) Two pieces of valid identification that are issued by government authority, at least one of which shows the passenger’s name, date of birth and gender Or c) A restricted area identity card, as defined in section 3 of the Canadian Aviation Security Regulations
Please note that only the actual card/ID is acceptable as a piece of identification. Under no circumstances, can an electronic copy of an ID be used for traveling.
***VERY IMPORTANT: the name on the I.D. MUST match the name on the boarding pass. See below from T.C. Regulations: An air carrier may use alternative forms of identification — including employee identity cards, public transit passes and baptismal certificates — to verify the identity of a person for the purpose of sections 5 and 6 if the person presents documentation that is issued by a government authority or a police service and that attests to the loss or theft of the required identification.
PASSENGERS WHO DO NOT HAVE APPROPRIATE I.D. WILL BE DENIED BOARDING
1. For each passenger, you will need to check their birth date on their photo ID and add it to your check in transaction. Their name will automatically be checked against the Watch list. Check the PDD of the passenger. You must see “OKT” which means they are ok to travel. If it says “NNN” then the boarding card will not print out, they are not allowed to travel and you must call TC: 1-866-827-3287 for further instructions. Do not give any details concerning his or her situation until instructions from TC.
2. Check if the electronic ticket is in the passenger’s file.
NOTE: if the passenger file is showing a PAPER TICKET, please make sure to take the paper ticket from the passenger and send it to Accounting along with your passenger J list (passenger manifest).
3. Weigh baggage (respect weight allowance of 44lbs), charge excess fees if necessary. Ensure carry-on baggage is processed according to the aircraft being used, it should not exceed the weight of 13lbs and the dimensions of 10’ – 12’ – 8’ inches.
SkyCheck: One SkyCheck bag is accepted between YUL-YVO-YTS-YUY-YMT and the weight cannot exceed the allowed total weight of 44 lbs. Must fit through the CATSA scanning devices.
NOTE: there is NO extra charge for wheelchairs, strollers, car seats and any other device that the passenger needs to function normally. However, there is NO baggage allowance for INFANTS. – Unless a seat has been purchased for the baby.
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4. Make sure all baggage has a name tag and is properly identified.
5. It is mandatory to have a live animal in a hard-shelled kennel for transport in-cabin or as cargo. We do not accept soft-shell kennels for live animals.
6. Issue a boarding pass and bag tags to the final Air Creebec destination. Do NOT interline tag a baggage unless the passenger is connecting onto an Air Canada flight within Canada. We do not tag baggage for any other airline. (Not applicable in Ontario)
7. Any damaged baggage should be documented and signed by the passenger in back of the automated bag tag.
8. When flights are full at time of check-in, passengers need to be advised that there is a possibility their bags might get bumped. During check-in if a passenger have multiple bags mark the weight of each piece on each bag tag to ease the bumping situation. Any baggage that is “bumped” (does not follow the passenger) must be documented with the name, weight, and final destination and faxed to the destination station. The passenger must be advised of the situation and steps must be taken to forward the baggage on the next available flight. If Montreal is the final destination, the bumped baggage must be shipped as cargo. The baggage must not arrive at destination before the passenger.
9. When baggage is deliberately switched in Waskaganish (YKQ), the destination station must be advised by ZZ message or by fax that theses bags have been switched onto another aircraft. These bags must be identified by passenger name, weight and number of pieces in this message.
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2.3.1 – COUNTER CHECK‐IN TRANSACTIONS
CHECK‐IN ENTER USERNAME/PASSWORD: AIRYN/1RES1A (Do Not try more than 3 times because it will log off the whole system)
1‐ SIGN IN …. DCS: USE YOUR SIGN IN … or ….. GABRIEL : USE YOUR SIGN IN
PS___ (EX: PS921) *this is to pull up your passenger list **you must always pull it up before each check‐in transaction
PS921,NACC *Used to pull up your list of passengers who are not checked in yet
PS921,ACC *Used to pull up your passenger list of passengers already checked in
***YOU SHOULD SEE TKNE AT THE END OF EACH NAME LINE. IF NOT YOU HAVE TO SEE WHY AND IF NEEDED CALL YVO RES TO HAVE THE TICKET ISSUED***
PA__,P/W,B,GENDER1/PSPT/B/DDMMYY/GENDER/LAST/FIRST *B= BAGS this must be enter ed for bag tags to print ** This transaction is to check in your passenger with the number of Pieces and Weight of bags and gender type
*DDMMYY= DAY‐ MONTH‐YEAR of birth of the passenger being checked in
For example: pa2,1/5,b,m1,PSPT/B/07NOV88/M/DOE/JOHN passenger number 2 from PS list has 1 bag at 5lbs and it is a male passenger *** If check‐in is done properly, you will see a BN number assigned to your passenger on the PS list ** PDD:01 – to check for OKT (good to fly)
CHECK‐IN GENDER X
PA1,0/0,DOCS/////18DEC69/X//CHAN/MARY ANN
PU#1,DOCS/////18DEC69/X//CHAN/MARY ANN (before check‐in)
PU1,DOCS/////18DEC69/X//CHAN/MARY ANN (after check‐in)
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DELETING A PASSENGER PW‐1
CHECK IN INFANT PA1,2/44,B,F1,INF1lastname/first name,PSPT/B/DDMMYY/GENDER/LAST/FIRST,PSPTI/B/DDMMYY/ ‐GENDER/LAST/FIRST
*This is to check in a passenger travelling with an infant ** Age of an infant 0‐2 years
Check in the adult alone first, then add the infant with PDD:pax # followed by PU1,inf1Bertrand/Maeve, then check in the infant by first pulling up the PDD:pax# followed by PU1,pspti/b/DOB/f/bertrand/maeve.
Page 12a Amendment 11 –September 2nd 2019
AIR CREEBEC INC. – PASSENGER SERVICE MANUAL
DELETING INFANT PW‐1,INF (delete an infant when checked in under the wrong passenger)
CHECKIN CHILD PA1,1/20,B,CHD1,PSPT/B/DDMMYY/GENDER/LAST/FIRST *This checks in a child **A child is between the ages of 2‐11 ***at 12 they are considered male or female
CHECK IN PAX NEEDING A WCHR PA1,1/20,B,M1,PSPT/B/DDMMYY/M/LAST/FIRST,WCHR
CHECK IN A STAND BY PAX PA1,1/20,B,M1,PSPT/B/DDMMYY/M/LAST/FIRST,IDR2 AC1
CHECK IN A CONNECTING PAX PA1,1/20,B,M1,PSPT/B/DDMMYY/M/LAST/FIRST,O
DELETING A BAG WITHOUT DELETING THE PASSENGER PW1,1/20,B/2 OR B/ALL Check‐in Passenger with Extra Seat • If proper booking is made with" SSR : EXST" then PA1,1/20 • If the EXST is being added at the airport, check‐in the passenger using example PA1,1/10,EXST or update record with EXST using pre check‐in update example PU#1,EXST and then check‐in using PA1,1/10 or add the EXST after check‐in using PU1,EXST ** If the above two steps are followed, the EXST count will be excluded from COM **
REPRINTING A BAG TAG/ADDING A BAG PS921 to pull up the passenger list PDD:2 to pick the passenger PU1,BR – reprints PU1,1/15,B – adds a bag
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REPRINTING A BAG TAG/ADDING A BAG PS921 to pull up the passenger list PDD:2 to pick the passenger PU1,BR – reprints PU1,1/15,B – adds a bag
REPRINTING A BOARDING CARD PS921 to pull up the passenger list PDD:2 to pick up the passenger BC1
SKYCHECK BAGGAGE To Enter Skycheck baggage weight and pieces PU:921YYVO0,1/15
To delete a Skycheck baggage weight and pieces PW:921YYVO0,1/15
TO SEE HOW MANY SKYCHECKS YOU HAVE PDD:921,0
PROCEDURES FOR F/A ON TRAINING AND JUMPSEAT
They do not pass the regular security screening Does not necessarily need a boarding pass, the flight attendant will board with the crew Name must appear on departure message Check in flight attendant in DCS and the flight attendant booking must show on the MLBK so we do not lose the seat To be included in LR
NOTE: for Montreal (YUL) F/A on training will not check-in at the counter, and make sure he/she is present before checking-in at the gate
YVO001 14 1946 21JUN16 /CA/PID10290 1. FLIGHT/ATTENDANT RQXCG 2. YN 927 Y TH21JUL YULYKU HK1 0750 1305 *ELECTRONIC TKTG AVAILABLE ON THIS FLIGHT* 3. YN 928 Y TH21JUL YKUYUL HK1 1405 1920 *ELECTRONIC TKTG AVAILABLE ON THIS FLIGHT* 4. B/YTS YN MARINA LEBRUN 5. T 6. OSI YN SEAT WILL BE USED BY FLIGHT ATTENDANT 7. OSI YN NO TKT WILL BE ISSUED 8. OSI YN SEAT WILL BE USED BY MRS GABRIELLE LAVIGNE 9. YVO001
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PROCEDURES FOR PILOTS OR FLIGHT ATTENDANTS ON CABIN JUMPSEAT AGREEMENT
This procedure is intended for Pilots and/or Flight attendants travelling for personal reasons. They will present themselves at the check in counter to advise the agent they are travelling as a CABIN JUMPSEAT. The agent will "Go show "the Pilot or Flight attendant in DCS as such:
Example: PA:921/./YYVO/1TEST/JOHN JMP,0/00,M1 PA:1 AC:1 NOTE: JMP will indicate to the accounting department that the passenger is a Cabin Jumpseat and a ticket is not required.
Also add in Gabriel system, when proceeding of flight closure in Gabriel as such:
ADY/YVO/1TEST/JOHN JMP
Conditions below are applicable: • The Cabin Jumpseat Pilot or Flight Attendant MUST check in at the counter and MUST respect the cut off time. • The Cabin Jumpseat Pilot or Flight Attendant MUST goes through security. • More than one Cabin Jumpseat Pilot or Flight attendant may travel subject to load restrictions. • If we cannot accept all Cabin Jumpseat passengers, then the priority will be given according to the check in time, first arrived first served basis will apply. • If several Cabin Jumpseat passengers are checking in at the same time, the agent will ask them to come to an agreement in deciding which will travel according on the seats available. If no agreement is reached, seniority will prevail. • The Cabin Jumpseat passenger(s) will be included in the LR, JLNT and JLNE. • The Cabin Jumpseat passenger(s) name MUST be written on the departure message (ez50/1/1) to advise the other stations. • Actual Cockpit Jumpseat may be used ONLY if all passenger seats are occupied, with the CAPTAIN ‘S APPROVAL • ALL OTHER AIRLINE PILOTS MAY NOT SIT IN TH COCKPIT JUMPSEAT, they will have to sit in the cabin if there is space available and subject to load restrictions • Cabin Jumpseater has PRIORITY 0. ANY OTHER PASSENGER THAT HAS A TICKET HAS PRIORITY OVER A CABIN JUMPSEATER. • Passenger’s bags and /or Cargo MUST NOT are removed from a flight to accommodate the Cabin Jumpseat passenger. • Cabin Jumpseat Pilot or Flight Attendant are not permitted on CHB flights or any other charters • Cabin Jumpseat is NOT subject to Captain's approval.
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PROCEDURES FOR CHECK PILOT ON DUTY IN JUMPSEAT
Check pilot on duty, by regulation. No boarding pass and they do not go through security. Integral part of flight crew. Name of check pilot on the log sheet as ‘observer”. They will board with crew.
THE FOLLOWING IS THE LIST OF CHECK PILOTS IN QUEBEC. − IVAN FAUST – CHECK PILOT AND CHIEF PILOT − VOJTECH VYCHYTIL – CHECK PILOT − STEPHANE ST-CYR – CHECK PILOT − CHRISTOPHE-ALEXANDER BOURQUE-GUAY – CHECK PILOT − MICHAEL DAVIS – CHECK PILOT − MICHEL PORTELANCE – CHECK PILOT AND PILOT EXAMINER APPOINTED BY MINISTER OF TRANSPORT − PIERRE GODLWESKI- CHECKPILOT − ETIENNE GALLANT-CHECK PILOT
CYTS − ERNIE SUTHERLAND - CHECK A AUTHORITY − DARCY FRENCH - CHECK AUTHORITY − RODGER MARTINS - CHECK B AUTHORITY − ELAINE MOLNAR - CHECK B AUTHORITY
CYVO − SIMON CHOUINARD - CHECK B AUTHORITY
PROCEDURES FOR DEAD HEAHING CREW MEMBERS
Crew scheduling is responsible to book the dead heading crew members through the reservation department ahead of time. However, if a deadheading crew member arrives at the check in counter to check in and is not listed on the flight, he/she is not to be refused. The agent will call the dispatch supervisor to inform him, the dispatch supervisor will then have reservations book the dead heading crew on the appropriate flight.
PROCEDURES FOR DISPATCH IN JUMPSEAT
FOR NON SECURE AIRPORTS
Dispatch wills advice by email to the counter and res emails the day before of who will be in the JUMPSEAT as an observer.
The name will be included on the log sheet and in the area where the crew are on the weight and balance as observer. Does not need boarding pass and will board with the crew.
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AIR CREEBEC INC. – PASSENGER SERVICE MANUAL
TO AND FROM SECURE AIRPORTS
FILE WILL BE BUILT AS SHOWN BELOW AND BOARDING PASS ISSUED SO THEY CAN GO THROUGH SECURITY
YVO001 3 1453 08JUL /CA/PID56512 1. NAME/TEST MR R15R7 2. YN 922 Y TH21JUL YVOYUL SA1 1745 1850 *ELECTRONIC TKTG AVAILABLE ON THIS FLIGHT* 3. YN 921 Y MO25JUL YULYVO SA1 0745 0910 *ELECTRONIC TKTG AVAILABLE ON THIS FLIGHT* 4. B/YVO YN DXP FRANCOIS MERCIER 5. T 6. OSI YN YN EMP OBSERVER IN JUMPSEAT 7. OSI YN NO TKT REQUIRED..ISSUE BOARDING PASS 8. OSI YN DO NOT CHECK IN OR COUNT AS PAX..PART OF CREW 9. YVO001
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*This is to check in 2 passengers who are in the same file
Page 18 Amendment 6 – January 09th 2019
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You must split the PNR before doing the check-in..
TO SPLIT A PNR
1. Sign into Gabriel 2. Pull up the passenger’s file/PNR 3. You must do: a) SP2 enter (this will remove passenger 2 from the file) b) *r enter (this will save that person in their own file)
Sign back in to DCS and proceed to check in the passengers.
Page 19 Amendment 6 – January 09th 2019
AIR CREEBEC INC. – PASSENGER SERVICE MANUAL
TO SEND A ZZ MESSAGE TO ANY STATION ZZ YUL YVO (origin/destination) DXP FOR DISPATCH RES HDQ FOR RES WRITE ANY MESSAGE YOU WANT
TO ENCODE AND DECODE DXC/YUL will give you city name EXC/ATHENS will give you city code
PAGING PAGE NEXT……………………..PN PAGE BACK……………………..PB PAGE FIRST……………………..PF PAGE LAST………………………PL
DATE . FOR TODAY + FOR TOMORROW - FOR YESTERDAY 22OCT……NORMAL
DISPLAY FLIGHT INFORMATION FI921/.
PRINT A FILE WITH NO FARE PT
PRINT A FILE WITH A FARE PTRTAK
COMPLETE LIST OF PASSENGERS FOR A SPECIFIC STATION MLBK/921/./YUL
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COMPLETE LIST OF PASSENGERS FOR THE ENTIRE FLIGHT MLBK/921/.
TO CHANGE THE DEPARTURE TIME IN THE SYSTEM FUI:/921/./YUL/ETD/0900
TO ENTER THE TIME IN THE SYSTEM WHEN THE FLIGHT DEPARTS OR ARRIVES FU:921/./YUL/OUT/0745 FU:922/./YUL/IN/1850
TO CHECK THE STATUS OF YOUR FLIGHTS FI922/.
TO CHECK THE PASSENGER LOADS ROT/921/.
TO LOCATE A PNR WITH THE NAME RTSMITH/921/.
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WHAT TO DO WHEN A PASSENGER COMES TO THE COUNTER AND YOU CANNOT FIND THEIR NAME ON THE PS LIST
1. Check MLBK!!! They might be on MLBK and not on PS
2. Ask them if they have a confirmation number/record locator. If they don’t….
3. Do RTLASTNAME/FLIGHT#/DATE If you cannot find anything for the day they are supposed to travel try the day before and the day after.
4. If you still can’t find them ask if they were supposed to have travelled another day. If they say no, ask if they maybe have an old boarding card from when they came down.
Sometimes if they have the boarding card from when they came down you can track the ticket with the ticket number on the boarding card.
Do the ETR transaction … EX: ETR:TN/21924555555555 (ENTER)
5. If you still can’t find anything check availability on the flight and offer to book the passenger but they will have to pay for a ticket.
ONLY TO BE USED FOR GO SHOWS FOR THAT FLIGHT
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DOWN GRADING AND UP GRADING
If ever the flight is very full and you get to a point where you check-in a passenger who is NOT a standby passenger but your boarding card comes out Standby, this means that the class that is being used has reached its maximum capacity for check-in. In this case you will have to open seats and downgrade or upgrade your passenger to a different class.
For example: the passenger is booked in Y class and when you check him in it comes out standby.
1- Open seats on that flight by doing GS:921YYUL1 (all stations except the last) GS:921YYVO1 GS:921YYKQ1 GS:921YYKU1
2- If this does not automatically accept and confirm the passenger this means you must downgrade to another class which is usually B class. The same will apply if the passenger is originally booked in B class. Then you would have to upgrade to Y.
3- You now have to upgrade or downgrade your passenger PS921 PDD:#OF PAX PU1,DNGB/I (will downgrade from Y to B) PU1,UPGY/I (will upgrade from B to Y) (If this doesn’t work the first time around you might have to open more seats and re-do the transactions)
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If it still doesn`t work do the following to override the upgrade/downgrade
FOR ONTARIO USE; po:yn881/13oct,e (enter) ACCEPTED aec:yn881/13oct/yul/dh8/460/y40b6 (enter) se:yn881/13oct15/yulyvo no seat selection (this line appears, it is not written) po:-yn881/13oct,e (enter) ACCEPTED
FOR QUÉBEC USE; po:yn921/13oct,e (enter) ACCEPTED aec:yn921/13oct/yul/dh8/571/y40b10 (enter) se:yn921/13oct15/yulyvo no seat selection (this line appears, it is not written) po:-yn921/13oct,e (enter) ACCEPTED
VERY IMPORTANT! If a passenger remains checked in as STANDBY then your system will not recognize it as “checked in” therefore your flight will not balance.
CHECK IN WITH MANUAL TAGS
PA1,1/25,B/YVO/YN012345,PSPT/B/DDMMMYY/GENDER/LAST/FIRST,M1 (TAG NUMBER MUST HAVE 6 DIGITS. If there are only 4 digits, you must add 00 before the tag number to make it 6 digits)
TO ADD A PASSENGER TO THE PS LIST (to be used for the jump seat agreement ONLY)
USE THE PA TRANSACTION
PA:921/./YYVO/1TEST/JOHN,0/00,M1 PA:1 AC:1
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AIR CREEBEC INC. – PASSENGER SERVICE MANUAL
MANUALLY BOARDING YOUR FLIGHT IN THE SYSTEM When you are ready to board your flight you will have to manually board it in the system. In order to do so you must do the following
FDT:___ (EX: FDT:921) *This is to default your flight **You must enter your flight number after FDT: Once this is done you are now ready to board your passengers
Note: At boarding ensure to Check photo I.D. of each passenger. Anyone who appears 18 years or older must present: a. One piece of valid PHOTO identification that is issued by government authority and the shows the passenger’s name, date of birth an gender Or b. Two pieces of valid identification that are issued by government authority, at least one of which shows the passenger’s name, date of birth and gender Or c. A restricted area identity card, as defined in section 3 of the Canadian Aviation Security Regulations
Please note that only the actual card/ID is acceptable as a piece of identification. Under no circumstances, can an electronic copy of an ID be used for traveling.
***VERY IMPORTANT: the name on the I.D. MUST match the name on the boarding pass.
BAB: ___ (EX: BAB:1) *This will board your pax ** You must enter your passenger BN number after BAB: ***You should now see an apteryx (*) before the passengers name on the PS list If you want to board everyone together you can also do BAB: 1‐15 If for some reason you need to de‐board a passenger do the following BDB:___ (ex: BDB:3)
See example:
To see who is left to board do BSD:921
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At stations where a scanner system is available, use the scanner to board the passengers in the system. The system will board the passengers automatically. The system will show the boarded passengers and the remaining passengers left to board.
TO CHECK A FARE
1‐ You check availability: AVYULYVO/. 2‐ You choose the line : SD1Y1 the first 1 is the line # 3‐ FQT : this will give you the price OR 4‐ FSPYULYKQ OR FSPYULYKQYUL
HOW TO BUILD A PNR IN GABRIEL (FOR STATIONS AUTHORIZED BY RESERVATIONS SUPERVISOR ONLY)
‐ Check availability ‐ Book segment SS921Y.YULYKQ1 ‐ Name Field NM :surname/name mrs ‐ Contact field CT :H/514‐636‐8501 HOME H :HOME B :BUSINESS C :CELL ‐ Ticket field : TKT/ ‐ TO FARE QUOTE : FQT : THEN CHOOSE AND SAVE IT SFC :01 ‐ REMEMBER TO ALWAYS SAVE YOUR FILE *R
REMINDERS
‐ RT : To retrieve your file ‐ XELINE# : To delete a line in your file ‐ RTK : To check your fare ‐ OSI : YN ARPT YUL …… This is a remark that only our airline can see ‐ RMK : This is a remark that everyone can see ‐ XEPNR* : To cancel a pnr (NEVER cancel a file unless you are the one who created it at that time) ‐ Name change: 1/1surname/name Please see the example on the following page
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TO ISSUE A TICKET
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FOR CREDIT CARD
FOR DEBIT CARD
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Page 29 Amendment 6 – January 09th 2019
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TO REVALIDATE A TICKET WHEN THE DATE HAS CHANGED
- Find the etkt number - Pull it up ETR :TN/2190000000 - Select the coupon (x) - Action : RV (revalidate) INVOL :Y CARRIER : YN - Enter PNR Segment : #
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AIR CREEBEC INC. – PASSENGER SERVICE MANUAL
TO VOID A TICKET
Only applies if it’s on the same day - Find the etkt number - Pull it up ETR :TN/2190000000 - Select the coupon (x) - Action : vt (void) INVOL :Y CARRIER : YN
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AIR CREEBEC INC. – PASSENGER SERVICE MANUAL
HOW TO CHANGE A TICKET TO FLOWN MANUALLY
Sometimes it can happen that you need to check in a passenger with no ticket for whatever reason even though there’s a ticket in their file or if Reservations is issuing one during the flight. In these cases, you will have to change the ticket to Flown manually so that we know it has been used. Follow these steps…
COUPON STATUS CODES C CHECKED IN L BOARDED V VOIDED F FLOWN
STEP 1 FINDING THE PAX FILE AND ETKT NUMBER Pull up the passenger’s file EX: RTRAGUSA/921/30SEP (ENTER) Once you have located the file look for the ticket number
YUL001 44 1748 28SEP /CA/PID24684 1. RAGUSA/CONNIE MRS RLVMY 2. YN 921 Y WE30SEP YULYVO HK1 0745 0910 *ELECTRONIC TKTG AVAILABLE ON THIS FLIGHT* 3. YN 922 Y WE30SEP YVOYUL HK1 1745 1850 *ELECTRONIC TKTG AVAILABLE ON THIS FLIGHT* 4. SSR TKNE YN HK1 YULYVO0921Y30SEP.2192400456219C1/P1 5. SSR TKNE YN HK1 YVOYUL0922Y30SEP.2192400456219C2/P1
STEP 2 CHOOSING THE SEGMENT YOU WANT TO CHANGE ** PULL UP THE TICKET BY DOING THE ETR TRANSACTION
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EX: ETR:TN/2192400433009 (ENTER) EXAMPLE:
CHANGING THE TICKET TO CHECKED IN
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AIR CREEBEC INC. – PASSENGER SERVICE MANUAL
TO CHANGE THE TICKET TO BOARDED
Page 34 Amendment 6 – January 09th 2019
AIR CREEBEC INC. – PASSENGER SERVICE MANUAL
TO CHANGE THE TICKET TO FLOWN
For Air Canada Tickets: Change to "C", then change to "L"
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STEP 3 CHANGING THE TICKET BACK TO OPEN FOR USE If for whatever reason you need to change the ticket from Boarded or Flown back to Open for Use follow the same procedures as previously mentioned. However you are entering O (for OPEN) instead of F or L.
FOR EXAMPLE:
Page 36 Amendment 6 – January 09th 2019
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2.3.2– COUNTER CHECK-IN DOCUMENTS
The following documents should be distributed as follows:
Flight Crew: LR (summary of passengers and baggage weight) JLNT (passenger manifest with details) Cargo Manifest LDS (Load Distribution Sheet)
Flight Attendant: JLNT and all company internal mail
Counter: Documents to be filed*** put in the transaction to have the le on the screen)
LR (summary of passengers and baggage weight)
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EZ MESSAGE (EZ501/1)
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BINGO SHEET
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AIR CREEBEC INC. – PASSENGER SERVICE MANUAL
JLNZ AND JLNT LISTS AND LR ARE TO BE FILED FOR YOUR RECORDS
Page 41 Amendment 6 – January 09th 2019
AIR CREEBEC INC. – PASSENGER SERVICE MANUAL
JLNZ AND JLNT LISTS AND LR ARE TO BE FILED FOR YOUR RECORDS
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FAX CARGO MANIFEST TO ALL FOLLOWING STATIONS
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FAX LDS TO FOLLOWING STATION
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AIR CREEBEC INC. – PASSENGER SERVICE MANUAL
2.3.3– RADIO FREQUENCIES AND CONTACTS
At stations where a radio frequency is available the agent can use it to contact the crew onboard. Please do not broadcast the count information on the airport traffic frequency (example 122.8, Ontario) See below for list. CONTACT LIST CONTACTS CODE VHF TELEPHONE *EXT FAX / NOTES
ATTAWAPISKAT YAT 122.8 (705) 997-2158 (705) 997-2389 AIRPORT MANAGER YAT (705) 997-2124 AMOS YEY (819) 732-4828 ARKYS EMERGENCY (819) 874-9009 *500 CEL VAL-D'OR (819) 355-9459 CEL ROUYN-NORANDA (819) 277-3015
BAGOTVILLE YBG 122.9 (418) 677-2227 (418) 677-3883 CHIBOUGAMAU YMT 129.05 (418) 748-3764 (418) 748-6030 RWY MAINTENANCE YMT (418) 748-2211 CHISASIBI YKU/SU2 (819) 855-2715 (819) 855-2344 AIRPORT MANAGER YKU/SU2 (819) 855-2665 COCHRANE YC N 122.8 (705) 272-6500 (705) 272-6580 AWOS YC N (705) 272-6010 EASTMAIN ZEM 122.1 (819) 977-0212 (819) 977-0351 CARS WXX ZEM (819) 977-0332 ELEONORE EL8 (819) 865-4300 CEL EL8 (819) 865-7046 AWOS EL8 (819) 865-4416 YTS MTC CELLPHONE EL8 (514) 247-0806 ONLY IN CEL8 FORT ALBANY YFA 122.8 (705) 278-3301 (705) 278-3322 AIRPORT MANAGER (705) 278-1011 GREAT WHALE YGW (819) 929-3646 (819) 929-3646 HAVRE ST-PIERRE YGV 129.175 (418) 538-1359 (418) 538-3792 RWY YGV (418) 538-0627 KAPUSKASING (bearskin) YYU 130.15 (705) 335-2246 (705) 335-5985 KASHECHEWAN ZKE 122.8 (705) 275-1026 (705) 275-1194 RWY AND WXX ZKE (705) 275-4457 KINGSTON (central airways) YGK 123.35 (613) 389-9303 HOSPITAL RESIDENCE YGK (613) 547-5877 NATIVE PATIENT HOSPITAL YGK (613) 544-3400 *3071 press 1 first RWY MTC TEAM YGK (613) 389-8917 FSS YGK (613) 389-6325 KUUJJUAQ AIRPORT YVP (819) 964-2655 LA GRANDE YGL 130.5 (819) 638-4678 (819) 638-4678 PETRONORD (FUEL) YGL (819) 638-9104 VALPIRO YGL (819)638-3426 LA SARRE SR8 (819) 333-3636 VIENNAY SR8 (819) 301-3304 LONDON FSS YXU 1(866) 541-4104 (519) 451-3656 MONTREAL CARGO YUL 130.5 (514) 636-8501 (514) 636-9052 AGENT CELL ** YUL (514) 863-7171 not a public # AGENT CELL (GATE) YUL (514) 247-1706 not a public #
AGENT YUL (514) 633-8272 *4208 *4207
SKYSERVICE (ESSO FUEL) YUL (514) 636-3300 ACC YUL (514) 633-3212 (514) 633-2877 1800 633-1353 *2 SWISSPORT FUEL YUL (514) 636-3770 PROPAIR YUL 122.9 (514) 631-3000 (514) 631-6163 PROPAIR YUL (514) 631-7227 (after 17:30) PILOT YUL (514) 633-8272 *4405 (514) 633-1223 MIKE PASSARELLI TRY 1ST YUL MTC (514) 606-8272 MAINTENANCE YUL (514) 444-1437 (514) 633-2095 AIR INUIT (HYDRO) YUL 129.05 (514) 905-9413 *2 DIRECT LINE FOR AGENT YUL (514) 247-0746 HANGAR YUL: 9475 Av Ryan, Dorval, QC, H9P 1A2 Pilots Check-inn Email: [email protected]
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AIR CREEBEC INC. – PASSENGER SERVICE MANUAL
DATE: JANUARY 30, 2017 CONTACTS CODE VHF TELEPHONE *EXT FAX / NOTES MOOSONEE CARGO YMO 129.05 (705) 336-2212 (705) 336-2357 COUNTER YMO 129.05 (705) 336-2221 (705) 336-2706 STAFF HOUSE YMO (705) 336-2516 SHELLY YMO (705) 336-3131 NEMISCAU YNS/YHH HYDRO (819) 672-2121 (819) 672-2138 CARS YNS/YHH (819) 672-3642 PEAWANUCK YPO 122.8 (705) 473-2690 (705) 473-2618 YPO (705) 473-9900 *0012 QUEBEC FIC YQB 1(866) 541-4105 (418) 871-5056
AVJET YQB 123.0 crew to call CENTRAL EVAC YQB (418) 522-0067 (418) 877-6936 SERVICE AERIEN YQB (418) 528-8600 (418) 528-8319 YQB (418) 528-8336 2nd number RED LAKE (MARTON SHELL) YRL (807) 662-1177 (807) 662-2177 ROUYN NORANDA YUY (819) 762-8171 (819) 762-9352 PROPAIR RAMP YUY (819) 762-1113 PROPAIR COUNTER YUY 131.2 (819) 762-0812 (after 17:30) PROPAIR TELEPHONISTE YUY (819) 762-0811 GOLDCORP YUY (819) 279-9793 PROPAIR FUEL YUY (819) 277-5925 SAINT-HUBERT(hangar H18) YHU 122.8 (450) 468-4400 (450) 468-6600 MOBILE YHU (438) 886-4400 SATELITE PHONE 1 (480) 768-2500 SEPT ILES (PROVINCIAL) YZV 130.47 (418) 968-8095 STORNOWAY (AIRPORT) FX5 122.8 (450) 616-0088 *6028 TRY FIRST COUNTER FX5 (450) 616-0088 *6023 *6001 SAVALY VILLENEUVE Try 1st (819) 609-0010 Try 2nd (581) 579-0578 MICHEL DEVEAU (514) 883-9746 SUDBURY (SHELL) YSB (705) 693-2972 (705) 693-0069 TIMMINS YTS 129.05 (705) 264-9521 (705) 267-1722 COUNTER YTS 129.05 EXT: 3106 CARGO YTS 129.05 EXT: 3159 (705) 268-0642 MAINTENANCE YTS EXT: 3149 (705) 264-9515 PILOT YTS EXT: 3156 (705) 264-6111 FUEL YTS EXT: 3157 CLAYTON YTS (705) 266-4182 DAN PLOURD YTS (705) 465-0390 ST-BRUNO TA4 (819)629-4936 TORONTO ACC YYZ (905) 676-4590 (905) 676-5044 VAL D'OR YVO 130.5 (819) 825-8355 (819) 825-0600 COUNTER FAX YVO (819)825-4229 SUPERVISOR PHONE YVO (819) 856-6640 not a public # PILOT LINE YVO 1-866 433-8355 FSS YVO (819) 825-7211 VALPIRO YVO 129.05 (819) 825-3312 (819) 825-0387 VALPIRO PAGE YVO (819)-280-1620 DISPATCH DIRECT LINE YVO (819) 831-3012 MAINTENANCE YVO (819) 825-1441 JEREMY VIENS YVO (819) 856-3852 VICTOR MINE VM2 123.2 (416) 645-3888 *5162 *5172 VM2 ETA VM2 (416) 645-3888 *5054 *165*5177*5530 LAURA MCBRIDE VM2 (705) 417-3241 *101 WASKAGANISH YKQ 122.1 (819) 895-8876 (819) 895-8703 GORDON (CARS) YKQ (819) 895-8757 WEMINDJI YNC 122.1 (819) 978-0215 (819) 978-3132 WINNIPEG ACC YWG (204)983-8337 (204) 983-2823
HANGAR YVO: 101 rue Fecteau Val-d'or, Qc, J9P 0G4 Dispatch Email: [email protected]
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2.4 – BUMPING These are the steps that must be taken when there is a “bump” situation (the aircraft is too heavy for take-off). This request is usually from the captain.
1) Bump non-revenue cargo. 2) Bump jumpseat passengers. 3) Bump non-revenue passengers and who have space available status. 4) Bump regular cargo. 5) Bump priority cargo/Cree cargo express 6) Bump excess baggage. 7) Bump Post Canada mail. 8) Bump regular baggage (make sure to advise concerned passenger so they can remove essential items such as medication, important documents, etc.). If in YUL, advise the passengers at the counter at check-in and not at the gate. 9) Ask for volunteers to stay behind and offer compensation that includes: $400.00 Air Creebec Gift Certificates, hotel room, meals (as per Air Creebec meal allowance), taxi (to and from the airport) and confirmation on the next available flight. 10) If the situation persists, bump the last passenger who checked in and offer the same compensation as above. 11) Forward name and contact information to Special Projects Manager to have Air Creebec gift certificates sent to the inconvenienced passenger. 12) DO NOT BUMP A COFFIN EMPTY OR FULL. 13) When flights are at 30+ passengers, advise the passengers AT CHECK IN that there is a possibility that their bags may be bumped. When flights are booked at 30+ passengers, you will be advising every single passenger that the flight is full and we may be bumping bags as per weight and balance therefore cannot guarantee that their bags will make it to destination on the same flight. Advise passengers that considering the possibility of bumping, the passengers need to take with them any medication or important documents in their carry-on baggage. This step is to be done at the CHECK IN TIME at the counter because passengers may decide not to travel without their bags. When you bump the bags please indicate a comment in the departure message (ez50/1/1) to advise the following stations.
2.4.1 – BUMPING IN AN OVERSELL SITUATION
In an oversell situation (too many passengers are confirmed for the number of seats on the aircraft), the agent will: 1) Bump all ID and non-revenue (N/R) passengers. 2) An Air Creebec employee may occupy the jumpseat, if available, upon approval from the captain of the flight. All employees except for pilots are not allowed on the jumpseat on the Cree Health Board flights. ALL OTHER AIRLINE PILOTS MAY NOT SIT IN THE JUMPSEAT; THEY WILL HAVE TO SIT IN THE CABIN IF THERE IS SPACE AVAILABLE AND SUBJECT TO LOAD RESTRICTIONS. 3) Ask for volunteers to stay behind and offer compensation as described in 2.4.8. 4) If there are no volunteers, deplane passengers as follows: i) Bump the last passenger who checked in but avoid bumping passengers who have connecting flights. NOTE: Hospital patients, young children with their parents, youths and elders should NOT be bumped.
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2.5 – COMPLETION OF FLIGHT CARGO MANIFEST
Each flight must have a flight manifest prepared for it detailing the Route, Crew, Date, Flight Number, and Aircraft Call Signal. Applies to stations where contractors are not available.
White Copy- enclosed in coupon envelope with coupons attached Yellow Copy-taken by the Flight Crew Pink Copy- retained in the stations’ file for 3 months
2.6 – FLIGHT DEPARTURE ANNOUNCEMENTS
In preparation for boarding Air Creebec flights, passengers must be asked to proceed to the appropriate departure gate, where applicable, and await the announcement to board the flight.
Make pre-board announcement for passengers needing assistance or travelling with infants or small children.
MESSAGE DE PRE-EMBARQUEMENT
Exemple: Votre attention SVP. Ceci est un appel de pré embarquement seulement. Air Creebec invite les passagers voyageant sur le vol 921 en direction de Val d' Or , Waskaganish, Chisasibi et Great Whale avec des jeunes enfants ou ayant besoin d'assistance de se présenter à la porte 8.
Merci
PRE BOARDING ANNOUNCEMENT
Example: May I have your attention please. This is a pre boarding announcement for Air Creebec Flight 921 to Val d 'Or, Waskaganish , Chisasibi and Great Whale. At this time we ask that those travelling with small children or those who need extra time or assistance to board to please present yourself at gate 8.
Thank You
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Do general boarding after preboarding. Be sure to verify ALL boarding passes for correct destination and if required, check I.D. at the gate for all flights. *** All stations except for Montreal (YUL) Print your MLBK and TH (through) list and cross off passenger name as they go through the gate (door) to the plane to have an accurate count of how many passengers you are boarding.
MESSSAGE D'EMBARQUEMENT GENERAL
Exemple: Air Creebec est maintenant prêt pour l'embarquement général. Nous invitons tous les passagers voyageant sur le vol 921 en direction de Val d’Or , Waskaganish, Chisasibi et Great Whale à se présenter à la porte 8. Veuillez avoir en main votre carte d'embarquement ainsi qu' une pièce d'identité avec photo. Il est interdit de fumé ou utiliser des appareils électroniques à l'extérieur de l'aérogare.
GENERAL BOARDING ANNOUNCMENT
Example: May I have your attention please. Air Creebec flight 921 to Val d' Or , Waskaganish , Chisasibi and Great Whale are now ready for boarding at gate 8. Please have your boarding pass and photo ID on hand and no smoking or using an electronic device outside the terminal building. Thank You
1) Make final call for the flight. 2) Process passengers through boarding by tearing off the smaller portion on the boarding card. At stations where a scanning system is available for boarding, use the scanner to scan the boarding cards. For passengers who have checked in online, scanning the mobile is accepted. 3) Balance passenger count with flight attendant by giving her the torn boarding cards coupons and headcount. Confirm the total count with the FA . The F/A is aware that some passengers do travel with electronic boarding passes. If there is a passenger missing, the FA can conduct a roll call with his/her manifest.
NOTE: IN YUL, ONLY APPLICABLE AT FBO. AT THE P.E. TRUDEAU AIRPORT USE THE SCANNING SYSTEM AT THE BOARDING GATE.
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2.7 – FLIGHT ARRIVAL PROCEDURES
Agents should be present at least 1 hour prior to flight arrival
***ALWAYS wear company- approved visibility vest***
NOTE: (1) – (4) is applicable at stations where ramp service is not provided.
1) Marshal the arriving aircraft into position 2) Place chocks into place. 3) Secure propellers with prop ties. 4) Secure roll-out stairs. 5) Sign in to Gabriel to consult the ETA by doing: FI922/. 6) Greet arriving passengers at the aircraft with a smile and escort them into the terminal warning of possible dangers or hazards if necessary and provide guidance. 7) Meet the flight attendant and inquire about UM(s)-Unaccompanied Minors- on board, passengers who need assistance, paperwork, etc. 8) If a passenger needs a wheelchair or straightback, these are deplaned last.
2.8 – FLIGHT DEPARTURE PROCEDURES
***ALWAYS wear company- approved visibility vest***
1) Confirm with the Pilot and not the F/A, if boarding can commence. Never board without the F/A present. 2) Ask the flight attendant if there are passengers who have special needs (wheelchair, straightback, UM, etc.) in case a preboarding is required for through passengers. Announce pre boards prior to general boarding. 3) Board 15 passengers at a time. Escort the passengers from the terminal to the aircraft. NOTE: (4)-(7) is applicable at stations where ramp service is not provided.
4) If the aircraft needs to be de-iced, this will be done AFTER all your passengers are boarded. 5) Remove prop tie. 6) Remove chocks. 7) Remove roll-out stairs. 8) Help close the doors. 9) If fueling, follow procedures below:
The flight attendant must remain at the door. An additional person will remain at the nose of the aircraft to relay information between the fueller and the qualified person on board. The person supervising fueling will remain in sight of the person at the nose of the aircraft while fueling is taking place.
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2.8 .1– WEIGHT AND BALANCE
At YUL, YMT, YVO airports , trained agents will complete the weight and balance form for all flights operated by a Dash -8 100. Once completed, the captain or the first-officer will validate and sign it. A copy will be retained by the agent and sent to SOCC in YVO. The responsibility for the weight and balance form accuracy remains with the captain .
In order to do the weight and balance we need to do the following; • Determine whether we are using winter or summer weight. Winter: December 15th to March 14th o th th o Summer: March 15 to December 14
Call dispatch for APS weight, fuel quantity (in pounds), and the max takeoff weight Refer to pages 39-40 for examples.
2.9 – CHECKLIST FOR BOARDING
1) Do all paperwork as required and distribute accordingly. 2) LDS form is complete, signed and give one copy to the captain. 3) Give paperwork to crew: JLNT, LR, and Cargo Manifest. 4) Preboard if necessary. 5) Announce boarding and proceed to board passengers. 6) Check I.D. of passengers. Name on boarding pass must match name on I.D. 7) Announce final boarding and board all passengers. 8) Enter ATA in computer system: FU/FLIGHT #/DATE/STATION/IN/TIME ex: FU/922/./in/1700
NOTE: 15 minutes prior to departure if passenger is not at the gate then remove passenger from the PS List, remove their bags if any checked in, reprint the crew paperwork and ensure they have the correct LR, JLNT and LDS. If time is limited to reprint the paperwork, advice the crew of the changes by informing them which passenger was removed and bag weight (add changes in the last minute compartment of LDS). Immediately after the flight as departed make necessary changes in DCS to reflect the last minute changes. Close your flights accordingly.
2.10 – CHECKLIST AFTER DEPARTURE
1) Fax cargo manifests, load sheets and JLNZ to Reservations. (IN YUL ONLY JLNZ) NOTE: This provision does not apply to Service Animals accompanying passengers with disabilities or search and rescue animals accompanied by handlers. Service Animals will be carried free of charge (see (D) below). 2) Fax cargo manifest to all destination stations and LDS to next station as soon as flight departs. 3) Board flight in system FDT. 4) Close flight in Gabriel system (important to close Gabriel before DCS). 5) Complete Flight Departure Check List and attach to your paper work. See form at Section 5.6
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Print an LR and JLNT CLN/921/./YUL Enter your numbers according to your LR Once you finish push enter, a list will come out of your printer. Take that list and match it to your JLNT
CLC/921/./YUL If a passenger is on the list that came out of the printer and not on the JLNT, then these passengers are « No Shows ». Take the number that is assigned to that passenger and no show them EX: NS2/3/10 etc.
The JLNT is all the passengers who have checked in for a flight, therefore if they are on that list and not on the list that came out of your printer, then they must be added as « go shows » EX: ADYYVO1SMITH/JOHN MR
Once that is done go to the beginning of the line and type OK then press enter
Once closed match your MLBK with your PS__,ACC and then print out your MLBK EX: MLBK/921/./YUL/H
IF FOR WHATEVER REASON YOU NEED TO RE-OPEN YOUR FLIGHT DO THE FOLLOWING CLO/921/./YUL (ENTER AND ESCAPE) CLIG (ENTER) Then repeat your closing steps as usual
Close flight in DCS. CI:921 (ENTER) CCL:921 (ENTER) CCF:921 (ENTER)
RE-OPENING A FLIGHT IN DCS CCF:-921 (ENTER) CCL:-921 (ENTER) CI:-921 (ENTER)
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6) Enter ATD in computer system: FU/FLIGHT #/DATE/STATION/OUT/TIME ex: FU/922/./OUT/1745 Write reason for delay if necessary. 7) Send accounting paperwork: traffic manifests (JLNZ), cargo manifest with waybills, and DSR (for passenger tickets, cargo, MPDs and excess baggage). 8) Send by ZZ messaging any pertinent information to following station. For example: bumped or switched baggage, wheelchair, UM onboard. 9) Once the flight is closed check passengers name on all list and make sure they all match (mlbk, PS,JLNZ)
2.11 – FLIGHT ON-TIME DEPARTURES
Flights are expected to depart the airport terminal gate at the times published in the airline’s flight schedule. On occasion, flight departures may be delayed due to weather, air traffic situations or late arrival of aircraft on on-line/interline connecting passengers at the boarding gate.
When these occur, departure times will be adjusted with the least amount of delay from normal departure time.
EARLY DEPARTURE, departing ahead of scheduled departure time is NOT permitted. This will ensure that no passengers will be left behind in the event that they were somewhat late in checking in. Any changes in departure time MUST be authorized by the Captain.
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2.12 – BAGGAGE PROCEDURES
Passengers are allowed to 44lbs of checked baggage including SkyCheck (YUL-YMT-YUY-YVO-YTS). Anything over 44lbs excess charges will apply.
These procedures must be followed with all checked baggage:
1) All baggage must be entered in DCS upon check-in of the passenger. If you use manual tags, enter the bag tag number in DCS file. This enables all agents to see what bags were put on from where.
2) If the automated system is not functional, write down the bag tag numbers on a manual traffic manifest. 3) All bags MUST have a NAME TAG. Attach appropriate sticker if necessary, ex: “HEAVY” “FRAGILE” "EXCESS" 4) All connecting bags should be tagged to its final destination if the connecting airline is Air Canada only. The final destination has to be in the passenger’s file. Please call Reservations to add any missing destination segment(s). PA1,1/25,B/YQB,M1,PSPT/B/28MAY67/M/LASTNAME/FIRSTNAME,OAC8726YYQB NOTE: Use automated bag tags for connecting bags. DO NOT USE MANUAL "PINK" INTERLINE TAGS. 5) For YVO, YTS and YUL airport: Check the luggage conveyor belt for any unclaimed baggage thirty (30) minutes after all arriving passengers have left the airport. These must be picked up and secured in an area restricted to company employees only. A record of such baggage https://sharepoint.aircreebec.ca/Security%20information/Forms/AllItems.aspx?InitialTabId=Rib bon%2EDocument&VisibilityContext=WSSTabPersistence (Unclaimed) must be completed by the agent or ramp staff that must contain the following information: a) Date b) Flight # c) Baggage tag number(s) d) Baggage owner’s name e) Signature of the agent or ramp staff employee who secured the bag and who is completing the report. ***this report must be kept on file for at least one (1) year and be made available to the Minister of Transport upon request. After seven (7) days, the main station agent will send unclaimed baggage as follows: Quebec: to YVO to the attention of the Special Projects Manager Ontario: to YTS to the attention of the Ramp Services Manager Baggage will be kept for two (2) years before being otherwise disposed of.
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Unclaimed Arriving Checked Baggage Record
Date: ______
Flight Number: ______
Baggage Tag(s) Number(s): ______
______
______
______
Name of the owner of the unclaimed baggage:
______
AGENT’S DECLARATION:
I, ______, the undersigned, am an authorized agent /
(block letters) representative of Air Creebec Inc., and I declare that the information above is correct to the best of my knowledge and that the above described luggage has been stored in a secure area to which access is restricted to company employees / representatives only.
SIGNATURE: ______
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6) Delayed baggage: Collection and Delivery of Baggage − The passenger has the right to retrieve his or her baggage without delay. − -Only the passenger who was given a baggage identification tag when the carrier took possession of the baggage is entitled to accept delivery of the baggage. − If the passenger claiming the checked baggage is unable to produce his/her portion of the baggage identification tag and identify the baggage by means of its baggage identification tag, the carrier must receive satisfactory proof that the baggage belongs to the passenger in question before delivering the baggage to the passenger. − Acceptance of the baggage without complaint, within the time limits stipulated in the Tariff Manual, by the passenger in possession of the baggage identification tag is evidence that the carrier delivered the baggage in good condition and in accordance with this tariff. − “Rural communities” delayed bags will not be delivered by FedEx or similar services. Bags delayed by carrier will be delivered to the nearest airport or bus station at the Carrier’s discretion.
7) Firearms and ammunition other than for hunting or sporting purposes are prohibited from carry-on baggage except for authorized personnel i.e.: police officer. Firearms and ammunition for hunter and sporting purposes will be accepted as checked baggage provided the firearms are not loaded, the safety catch is in the “on” position and the firearms are suitably packed and the baggage is locked. No more than 5kg or ammunition is permitted in the checked luggage. The Firearms Declaration form must be completed and signed.
More information about firearms, etc. in our Security Manual Section 5.6, 5.14 and 5.17.9.
8) Firearms carried by a peace officer and wildlife control officer must not be loaded but can be on their person in a holster designed to hold the firearm. The ammunition must be no more than 5 kg and properly packed in checked luggage. The “Notice to Armed Individuals and Escorting Officer form must be completed by the officer and the agent. One copy attached to boarding pass, other copy retained on file. More details in Security Manual Section 5.12, 5.13, 5.14
NOTE. Passengers are not permitted to travel with their loaded weapon, including a peace officer and/or diplomatic escorts .
9) Weapons such as antique firearms, swords, knives, cultural items and other similar items may be accepted as checked baggage at the carrier’s discretion, provided they are suitably packed. If it is a firearm, the Firearms Declaration form must be completed. More information about firearms, etc. in our Security Manual Section 5.6, 5.14 and 5.17.9.
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10) CARRY ON OR CHECKED ITEMS
Item Applicable Charges Checked Carry-on Baggage Car seat with infant N Y N Car seat without infant Y Y N Stroller with infant N Y N Stroller without infant Y Y N Playpen/diapers/formula/etc Y Y N Sporting Y Y N equipment*golf/ski/fishing etc Wheelchair N Y N Walker N Y N Electronic wheelchair N Y N Cane N Y N Crutches N Y N Perishable items N Y N Medication/keys N N Y Medical devices N Y*except N devices with lithium batteries with a maximum 2 batteries per passenger Lithium batteries N N *2 per passenger Firearms must be unloaded and N Y N suitably packed Ammunitions must be packed in N Y N original package of the manufacturer or packed in any kind of solid containers (example: metal) Bicycles and handle bars fixed Y Y N sideways, pedals removed and tires deflated Important Documents such as: N N Y passport, Identification Documents and business documents
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2.13 – ARMED INDIVIDUALS
The Canadian Aviation Security Regulations (CASR) does NOT allow anyone with a loaded weapon onboard an aircraft nor to have access to ammunition onboard.
A peace officer, this includes bodyguards who are members of a police force assigned to government ministers for protection and game wardens are allowed to travel onboard with an UNLOADED firearm under certain conditions:
1) The officer informs the carrier prior to departure time. 2) The “Notice to Armed Individuals and Escort Officers” form must be completed and the proper identification with the officer’s full facial picture and signature and the signature of an authorized representative of the organization employing the peace officer. 3) The firearm and ammunition are separated. Peace officers, may carry the ammunition on their person, or carry ‐on, or checked baggage It must be properly packed and weigh no more than 5 kg.
More information in our Security Manual Section 5.14
2.13.1 Peace Officers Travel
What to do with Peace Officers and their ammunition? Legal Requirements:
The Canadian Aviation Security Regulations (CASR) prohibit (do not allow) the carriage, transport or access to any weapon, explosive or incendiary device by persons at an aerodrome or on board an aircraft, and prohibit the transport or tendering for transport as checked baggage of any loaded firearm, incendiary device or explosive other than ammunition, unless excepted.
Carriers (airlines) are charged with the responsibility to ensure that no person has access to a loaded firearm, incendiary device or explosive on board the aircraft and must not knowingly allow a person to transport goods that contain a loaded firearm, incendiary device or explosive, unless excepted.
Unloaded firearms may be tendered for transportation by persons (eg. Hunters, regular passengers travelling with a firearm, policeman travelling off duty) as checked baggage or cargo, but it must be declared as unloaded to the air carrier prior to being accepted for transport, or transported, and it must be stored during transportation so as to remain inaccessible to everyone, except flight, cabin or air crew members. (Use the Firearms Declaration form for this.)
What are the exceptions?
There are 3 exceptions: 1. A peace officer is authorized to carry an unloaded firearm on board a flight when there is a need for him / her to have access to the firearm immediately before, during or immediately after the flight. Ammunition from that firearm must be carried in such a way that:
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TDGR 12.4 (1) (f) the explosives are placed in an inner means of containment that is a box, in metal or plastic clips or in partitions that fit snugly in an outer means of containment that is designed, constructed, filled, closed, secured and maintained so that under normal conditions of transport, including handling, there will be no accidental release of the dangerous goods that could endanger public safety;
NOTE 1: For example an officer performing escort duty or guard duty may need to carry an unloaded firearm on board, on their person, but an officer who is merely repositioning from one location to another may not have that need. We will accept the officer’s determination of their need. (Use the Notice to Armed Individuals and Escorting Officers form for this.)
NOTE 2: Ammunition contained in a weapons firearm clip meets the definition in TDGR 12.4 (1) (f) above.
NOTE 3: The location of the ammunition is not restricted. That is to say that, as long as it is properly protected as indicated in TDGR 12.4 (1) (f) above, it can be located on their person, or in carry- on, or in checked baggage. It is up to the officer to decide. When the officer signs the Notice to Armed Individuals and Escorting Officers form, he is indicating that he has a need for the unloaded weapon. Ultimately the officer is responsible for the proper handling of the ammunition in accordance with all laws.
Peace officer means: a. a member of the Correctional Service of Canada who is designated as a peace officer under Part I of the Corrections and Conditional Release Act and any other officer or permanent employee of a prison, other than a penitentiary as defined in Part I of that Act; b. a member of the Royal Canadian Mounted Police, a police officer or a police constable; c. any person who is designated by the Minister of Public Safety and Emergency Preparedness, the Commissioner of the Royal Canadian Mounted Police or a provincial minister as a peace officer for the purpose of the preservation and maintenance of the public peace at an aerodrome; d. an officer who is enforcing any provision of the Immigration and Refugee Protection Act, or of any regulations, warrant, order or direction made under that Act, respecting the arrest, detention or removal from Canada of any person; and e. an officer or non-commissioned member of the Canadian Forces who is appointed as a member of the military police under regulations for the purposes of section 156 of the National Defense Act. 2. Wildlife control officers (game wardens) may carry an unloaded firearm on board, if the firearm is necessary for survival purposes. When the game warden signs the Notice to Armed Individuals and Escorting Officers form, he is indicating that he has a need for the unloaded weapon. Ultimately the warden is responsible for the proper handling of the ammunition in accordance with all laws. Ammunition from the game warden’s firearm must be carried in checked baggage. Use the “Notice to Armed Individuals” form for this.
3. An IFSO (In-flight Security Officer) may carry a loaded weapon on board aircraft when assigned to duty on a flight. A new IFSO form is coming for this.
Also please note that, pepper spray is not allowed on any of our flights except for the court charters and only if carried in accordance with the conditions set-out in Equivalency Permit #SA10552 (ren.5).
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2.14 – BOMB THREAT PROCEDURES
THREATS AGAINST COMPANY FACILITIES
When a threat is received by persons other than dispatch the person who receives the threat will immediately call dispatch (1-819-825-8355) to advise them of the threat.
Dispatch shall perform the threat assessment discussed in sub-section 7.2.3 and activate the Threat Alert Call List beginning with the senior company officer on duty at the site being threatened. Further details are available in the “Company Emergency Response Manual”.
In conditions when an actual (specific) threat against a facility has been received, the senior company officer on duty at that facility when the threat is received shall, when time is short or unknown, cause an emergency evacuation of the facility to be done and call police and fire-fighters.
In conditions when an actual (specific) threat against a facility has been received, the senior company officer on duty at that facility when the threat is received shall, time permitting, cause an orderly evacuation of the facil-ity to be done, call police and fire-fighters, and cause a search of the facility to be done by appropriate authorities.
Local police, airport management, senior company officials and Transport Canada Regional Director Security shall be advised of the threat and the re-sult of the search.
Should a threat to a company facility be received, and that threat cannot be deemed actual as described above, but may be a hoax, the senior company officer at the threatened site shall cause an orderly search of the facilities to be carried out. Police will be contacted to check if they have any information which could lead to the veracity of the threat. Check all nooks and crannies, shelves, storage rooms and under stairs for anything unusual. Under no circumstances shall a company employee touch a suspicious article. This shall be left to trained specialists designated by the police.
THREATS AGAINST AIRCRAFT OR FLIGHTS
BASIC REPORTING
When persons other than dispatch receive a threat, the person who receives the threat will immediately call dispatch (1-819-825-8355) to advise them of the threat.
Dispatch shall perform the threat assessment discussed in sub-section 7.2.3 and activate the Threat Alert Call List beginning with the captain of the aircraft being threatened. Further details are available in the “Company Emergency Response Manual”.
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THREATS DEEMED ACTUAL (SPECIFIC) – AIRCRAFT ON GROUND
In conditions when an actual (specific) threat against an aircraft or flight on the ground has been received, the captain of the aircraft shall, when time is short or unknown, cause an immediate emergency evacuation of the aircraft to be done and advise ATC to call police, bomb disposal experts and fire fighters.
In conditions when an actual (specific) threat against an aircraft or flight on the ground has been received, the captain shall, time permitting, cause an orderly deplanement of the aircraft to be done at the location designated by ATC, and have ATC call police, bomb disposal experts and fire-fighters.
A search of the aircraft will need to be done by appropriate authorities. The matter becomes the responsibility of the police force with jurisdiction at that site. The search cannot be cancelled unless new information is obtained which indicates that the threat is a hoax. The police must concur with the decision to cancel the search.
Local police, airport management, senior company officials and Transport Canada Regional Director Security shall be advised of the threat and the result of the search. Report the incident in to the SMS system, complete and attach the following form:
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2.15 – CARRY-ON BAGGAGE
Carry-on baggage may consist of no more than one small piece other than a small personal item (10x12x8 inches). All carry-on baggage must fit in the sizing device at the check-in counter and must be stored either under the seat or in the overhead compartment onboard the aircraft. The maximum weight for the carry on is 13lbs (6kgs) on the Dash 8. No carry-on baggage is permitted on the B100 where all baggage is weighed and loaded in the cargo compartment.
NOTE: BAGGAGE SKYCHECK SERVICE is available between YULYVOYUL and YULYMTYUL only. The weight of the SKYCHECK baggage is included in the 44lbs allowance for checked baggage and is limited to one piece per passenger and must fit in the test device. A name tag is required on the SkyCheck.
More information on carry-on baggage procedures available in the Carry-On Baggage Control Program.
2.15.1 SKYCHECK BAGGAGE SERVICE
SKYCHECK Baggage Service is available between; • YUL-YVO-YUL • YUL-YMT-YUL • YTS-YUY-YVO-YUL-YVO-YUY-YTS • YUL-YUY-YTS -YUY-YUL
The weight of the SKYCHECK baggage is included in the 44lbs allowance for checked baggage. If total baggage weight including the SKYCHECK exceeds 44 LBS, then Excess Baggage Fees will be applied.
The SkyCheck Baggage is limited to one piece per passenger and must fit in the Air Creebec carry on test device. A name tag is required on the SKYCHECK. A SKYCHECK tag marked with the destination must be completed by the Passenger Service Agent and placed on the SKYCHECK baggage. See below example.
The Ramp Attendant will segregate the SKYCHECKS, to ensure it does not come off at the wrong station, and place them at the door of the cargo hold. Once at destination, the SKYCHECK Baggage will be offloaded and placed on the SKYCHECK cart beside the airplane. The number of SKYCHECKS will also have to go on the Load Distribution Sheet so that the next station is aware.
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2.16 – PASSENGERS OCCUPYING EXTRA SEAT
Customers who require extra seating because they are disabled by obesity or because they must accommodate another disability may request this service free of charge.
Passengers wishing to request extra seating because of a disability will require medical approval for travel.
Customers who are not eligible for a free extra seat have the option to purchase one for comfort by contacting Air Creebec Reservations.
2.17 – STRETCHER SERVICE
Air Creebec does not provide stretcher service on regular scheduled flights.
2.18 – ACCEPTANCE OF ANIMALS (SERVICE ANIMALS AND PETS)
Live animals can be carried subject to the following conditions:
2.18.1 GENERAL
1. Advance arrangements must be made with the carrier before any animal will be accepted for carriage as either checked or carry-on baggage. 2. The carrier will accept for carriage animals/pets in compliance with the IATA Live Animal Regulations.
3. Animals must be contained in a clean, leak/escape proof cage or container/kennel with adequate space for the comfort of the animal. The cage or container/kennel must be approved by the carrier. No soft shell or wire cages allowed. The cage must be properly secured by the passenger. 4. In carry-on domestic animals such as dogs, cats, hamsters, turtles, rabbits, guinea pigs and some birds provided the animal is/are accompanied by a passenger. 5. Exotic animals must be carried in an IATA approved container that must be placed as checked baggage in cargo.
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Approved IATA container Not Approved container
6. An animal and its container is not included in the passenger’s free baggage allowance. Reference Company Tariff Manual for applicable charges.
NOTE: This provision does not apply to Service Animals accompanying passengers with disabilities or search and rescue animals accompanied by handlers.
NOTE: Reference the Passenger Service Manual, Cargo/Ramp Services Manual https://sharepoint.aircreebec.ca/Marketing%20and%20Operational%20Support%20Manuals/F orms/AllItems.aspx or; Companies Tariff Manual https://www.aircreebec.ca/fly-with-us/tariff-and-conditionsf or calculations of applicable charges. Once there, click on download the PDF
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NOTE: This provision does not apply to Service Animals accompanying passengers with disabilities or search and rescue animals accompanied by handlers. Service Animals will be carried free of charge (see (D) below).
7. The passenger assumes full responsibility for the animal. Before the animal is accepted for carriage, the passenger must make all necessary arrangements to obtain valid health and vaccination certificates, entry permits and other documents required by countries, states or territories for entry or transit.
8. When travel involves more than one carrier, the passenger should verify the policy of each carrier involved in the itinerary and ensure that the requirements of each carrier have been met and that each carrier is aware and has agreed to carry the animal on its own aircraft.
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2.18.2 ANIMALS IN CABIN (NO ANIMALS ACCEPTED ON KING AIR 100)
1. Only one (1) animal per passenger may be accepted for carriage in the passenger cabin. 2. The number of animals carried in the passenger cabin is limited to two (2) animal per flight. NOTE: More can be accepted with approval from: − Agent supervisor Dorval and Timmins (YUL) − Cargo/Ramp Manager (YTS) − Special Project Manager(YVO) − Station supervisor Moosonee (YMO) − Corporate Auditor and Trainer (YTS) − Chief Pilot (YUL) − Or from Management. NOTE: For Carriage of Live animals in cargo reference the Cargo Ramp Service Manual section 12.3.9 CARRIAGE OF LIVE CARGO:
3. The maximum size permitted for the in-cabin animal container/kennel (length+ width + height) must not exceed 9” x 16” x 22.5” (22.5cm x 40cm x 56 cm). 4. The maximum allowable weight for both the animal and in-cabin pet container/kennel must not exceed 6 kg/13 lbs. 5. The in-cabin container/kennel must be stored under the seat directly in front of the passenger. 6. The in-cabin animal and container/kennel may be carried in lieu of the passenger’s carry-on baggage allowance, but charges will be applied. (See Company Tariff Manual https://www.aircreebec.ca/fly- with-us/tariff-and-conditions). 7. The animal must remain in the container/kennel for the entire duration of the journey. 8. If the container/kennel exceeds the maximum size and/or maximum weight mentioned in 3 and 4 above, passengers will be required to tender the animal as checked baggage. 9. The carrier may request a passenger with an in-cabin animal to change seats after boarding to accommodate other passengers. 10. Charges: The charge for transportation of an animal and container/kennel in the passenger cabin will be as follows: NOTE: This provision does not apply to Service Animals accompanying passengers with disabilities or search and rescue animals accompanied by handlers. NOTE: At any time, if there are passengers who are allergic, the live animal will be put in the cargo area.
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2.19 – SERVICE ANIMALS
Service Animals assisting a person with a disability that have been certified in writing as having been trained by a professional service animal institution will be permitted in the passenger cabin of the aircraft.
Conditions include: 1. The dog must be harnessed and remain with the passenger. 2. It must not occupy a seat. 3. The animal must fit under the seat in front of their master without interfering with the aisle or an exit in any way.
4. The carrier will accept for transportation without charge a Service Animal to assist a person with a disability. The passenger accompanying the Service Animal will be entitled to the normal free baggage allowance. 5. The carrier, in consultation with the person with a disability who is accompanied by a service animal, will determine where the person with a disability will be seated in order to ensure that adequate space is provided to the person and the service animal. 6. Normally, no more than two (2) such service animals will be accepted on any given flight.
NOTE: More can be accepted with approval from: − Agent supervisor Dorval and Timmins (YUL) − Cargo/Ramp/Fuel Manager (YTS) − Station supervisor Moosonee (YMO) − Corporate Auditor and Trainer (YTS) − Chief Pilot (YUL) − Or from Management.
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2.19.1 SEARCH AND RESCUE DOGS
Search and rescue dogs are permitted in the passenger cabin of the aircraft.
Conditions include: 1. The dog must be harnessed and remain with the passenger. 2. It must not occupy a seat. 3. The animal must fit under the seat in front of their master without interfering with the aisle or an exit in any way.
1. The carrier will accept for transportation without charge a search and rescue dog. The handler transporting the search and rescue dog for duty will be entitled to the normal free baggage allowance. 2. The carrier, in consultation with the search and rescue dog’s handler, will determine where the handler will be seated to ensure that adequate space is provided to the handler and the dog. 3. Normally, no more than two (2) such service animals will be accepted on any given flight.
NOTE: More can be accepted with approval from: − Agent supervisor Dorval and Timmins (YUL) − Supervisor(YVO) − Cargo/Ramp/Fuel Manager (YTS) − Station supervisor Moosonee (YMO) − Corporate Auditor and Trainer (YTS) − Chief Pilot (YUL) − Or from Management.
2.20 – ACCEPTANCE OF DECLARATION OF SELF-RELIANCE OF WHEELCHAIR BOUND PASSENGERS
The carrier will accept the determination made by or on behalf of a person with a disability as to self- reliance. Once advised that he/she is “self-reliant”, the carrier shall not refuse such passenger transportation on the basis that the person with a disability is not accompanied by a personal escort. More information on this in our Dealing with Persons with Disabilities manual Section 5.3.
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2.21 – IRREGULAR OPERATIONS
a) Given that a passenger has a right to information on flight times and schedule changes, the carrier will make reasonable efforts to inform passengers of schedule irregularities and to the extent possible, the reason for the schedule irregularities. b) Irregular Flight Operations generally fall into two categories: Controllable Delays and Non-Controllable Delays.
Controllable Delays would include: mechanical, lack of equipment, ground equipment problems, cargo/baggage loading, flight crew schedule, and late passenger check-in.
Non-Controllable Delays would include: weather, air traffic congestion, aircraft diversion due to emergency and long line up at Security LIMITATION OF EXPENSES FOR INTERRUPTED FLIGHTS
Full Expenses may include meal vouchers, ground transportation plus one night’s lodging at a clean, respectable and moderately priced hotel chosen by Carrier.
Passenger Status Flight Status Controllable Non-controllable Boarding Interrupted No expenses No expenses *NOTE:Regardless of the Cancelled No expenses No expenses passenger's itinerary origin point and/or permanent domicile , hotel accommodation will not be furnished to a passenger whose trip is interrupted. Diverted N/A Full expenses No expenses Destination Overshoot N/A N/A No expenses Involuntarily Switched Interrupted Full expenses Full expenses Passenger Cancelled Full expenses Full expenses *Misconnecting(same Air Creebec is Full expenses No expenses ticket) the delivering ex: YQB-YUL-YVO carrier *Misconnecting(different Interrupted No expenses No expenses ticket) Cancelled No expenses No expenses ex: YQB-YUL, OTHER TICKET: YUL-YVO
* NOTE: Passenger expenses must be approved by a Lead Agent, Supervisor or Manager before proceeding. Once approved the agent will make arrangements
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a) INTERRUPTED TRIP PASSENGERS ON I.D. OR A.D. TRAVEL Passengers travelling on Industry Discount (I.D) or Agency Discount (A.D) tickets will only be “listed” on subsequent flights by Air Creebec staff upon request from the passengers. These passengers are not allowed any expenses due to delays, diversions or cancellations.
b) INTERRUPTED TRIP In the event that an Air Creebec flight is delayed four (4) hours or more in departing, due to any reason other than weather, Air Creebec will provide a meal to the passengers on the affected flight(s).
EXCEPTION: meals will only be allowed where facilities exist to provide such a service. The meal allowance amounts are as follows: Breakfast and/or snack 15.00CAD Lunch 20.00CAD Supper 30.00CAD
c) EMAIL: Use the emails below to advise of any significant delays on any flight: [email protected] (Québec Operations) [email protected] (Ontario Operations)
2.22 – MISCONNECTED PASSENGERS
Eligible Connecting Passenger: Interline connections must be on the same electronic ticket for Carrier to be responsible to reprotect and for expenses to be paid.
In the event that an Air Creebec passenger misses a connection to Air Creebec or to another ATAC carrier, due to failure to operate on schedule, Air Creebec staff will attempt to protect the eligible connecting passenger on the next available flight.
If the next available flight is scheduled for the following day and an overnight is required, eligible connecting passengers will be provided one night’s lodging and meals at a hotel agreeable to Air Creebec.
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2.23 – SWITCHED PASSENGERS
In ALL cases (controllable and non-controllable delays, cancellations or interruptions) where a passenger has been involuntarily switched from his/her original flight, Air Creebec will pay expenses. However, in the case of a voluntary switch, the passenger will be subject to the same rules as a non-switched passenger.
For a passenger who has been switched to another aircraft by carrier who is considered not eligible connecting passenger (connection is not on the same electronic ticket), the Air Creebec agent will ask the passenger to rebook him/herself on a later flight, pay the fees and other expenses (including hotel, taxi, and meals) by him/herself and send the receipts to Air Creebec Special Projects Manager to be reimbursed.
2.24 – FLIGHT CANCELLATION (OVERSHOOT)
When a destination is cancelled (overshot), advise Dispatch and the following station.
- Local boarding passengers will call the travel agency or Air Creebec Reservations to rebook themselves. - Transit passengers will follow same procedures at the next station.
NOTE: Reservation will not automatically rebook the passenger they will wait for instructions from passengers or agents.
Refer to Gabriel for flight info/updates ( FI921/. )
2.25 – ACCEPTANCE OF CHILDREN
• All children two (2) years or older must be ticketed and assigned a seat. • One (1) adult who is at least 18 years old may accompany an unlimited number of children under 11 years old but not more than one (1) infant. • Air Creebec will not accept a child under 5 years old travelling alone. This child MUST be accompanied by an adult at least 18 years of age.
2.26 – UNACCOMPANIED MINORS
Children between the ages of 5-11 years will be accepted for transportation, unaccompanied by a passenger 18 years of age or older, anywhere in the Air Creebec system, provided at the time of acceptance, and Unaccompanied Minor Service Request form is completed and signed by the person checking in that child for the flight. The parent who is checking in the child must stay at the airport until the flight has departed. Unaccompanied Minor form. Must be filled
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UM SERVICE CHARGES:
Unaccompanied minors travelling on the UM Service provided by the carrier will be subject to the applicable adult fare plus: A fee of $40.00 plus taxes per minor child, each direction will be charged for using the UM service. This is a non-refundable charge. When two or more minors are travelling together, only one (1) UM service charge in each direction will apply. We accept responsibility for their care from the time of check-in at the airport of departure until they are handed over to the designated person meeting that child at the airport of destination.
Procedures: 1) Agents handling the departing flight will provide safe custody for the Unaccompanied Minor (UM) until he/she is handed over to the flight crew. 2) The UM is escorted onboard the flight by an agent or member of the flight crew, is seated in the seat closest to the flight crew, his/her carry-on baggage stowed by the crew and seat belt fastened. The crew will retain two (2) copies of the UM Service Request form. 3) The UM must be pre-boarded onto the aircraft. 4) The agent handling the departing flight must advise the arrival station of the presence of the UM onboard the flight by phone or by ZZ message via the Gabriel system. 5) The UM must be deplaned last upon arrival at destination. The flight crew will inform the greeting agent of the UM onboard and the agent will escort the child into the terminal building. The agent on duty will then turn over the child to the person designated to meet the child, after that person has presented identification to the satisfaction of the agent. 6) In the event that the flight is “oversold”, any unaccompanied minors already checked-in must not be “denied boarding”. 7) If weather forecast is questionable Air Creebec will refuse the acceptance of a UM.
NOTE: Air Creebec will not accept a UM passenger who has a connection onto another airline. Air Creebec will NOT accept more than three (3) UM passengers per flight. *Advise person who brought the UM to the counter to leave the airport only once the flight has departed*
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2.27 – UNACCOMPANIED MINORS AND IRREGULAR FLIGHT OPERATIONS
If due to unforeseen circumstances, weather delays, diversion or cancellation, the flight fails to reach its destination, the following actions will be required:
1) If the flight returns to the point of origin, notify the person indicated on the UM Service Request form, to return to the airport to meet the child. Alternative arrangements may also be made.
2) If the flight terminates at a location other than the child’s destination, the Air Creebec agent at that location becomes responsible for that UM. Contact the person at the point of origin and advise them of the situation. If alternative transportation is not available and an “overnight” is required, inquire whether there are any relatives or close family friends in the location where the flight has terminated, where the child may overnight. If none, Air Creebec will call the local police. *this procedure will apply to passengers aged 12-17 traveling alone as well *
3) Contact the party at the child’s destination, advise them of the occurrence, the arrangements made for the care of the child and the alternate travel arrangements at the time. They must also be requested to meet the child on the new arrival time
4) If satisfactory alternate arrangements cannot be made for transporting the child to his/her destination, then the child must be returned to his/her point of origin on the first available service. Notify the adults responsible at the point of origin.
2.28 – PREGNANT PASSENGER
A pregnant passenger who is in her 36th weeks of pregnancy must fill a “Pregnancy Medical Clearance Form” having been examined by a physician or qualified personnel within 72 hours of flight departure and is physically fit to travel. This form must be submitted in duplicate by the passenger to the counter agent at check-in and a copy is given to the flight attendant prior to the flight. If this form is not presented, the passenger will be denied boarding.
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2.29 – PASSENGERS TRAVELLING WITH OXYGEN TANK
Oxygen cylinders, passenger owned and supplied, or accompanying a patient for medical aid, can be carried on our Dash-8 flights only, as carry-on baggage in the cabin. The cylinders must be medical oxygen Type “M-15” (D for old type) or Type “M-9” (C for old type) cylinders. The users must be familiar with the proper use of cylinders. Each cylinder must be placed and secured in the company-supplied boxes designed to store them and these boxes must be placed under the seat in front of the user. The cover must be on and secured. Two such boxes will be carried on each DHC-8 in the cargo compartment at all times. Each box can contain 1 Type D or C cylinder.
For the Type C cylinder, the prefabricated foam block inserts, found in the 1st overhead bin portside, must be inserted into the box first and placed at the bottom of the box. Then the Type C cylinder can be inserted into the box. No paperwork is required. Advance notification is required to ensure the boxes will be readily available.
Instruction sticker on box to read:
Dash-8 Carry-on storage box for Medical Oxygen Cylinders only. Place cylinder in slot (Type C O2 bottle: insert foam block first followed by cylinder). Hose and mask exit box through slide cover. Secure lid and place in box under seat in front of passenger. Passenger and/or escort are responsible for operation of the cylinder. This box must remain in aircraft cargo storage area when not in use.
Oxygen can also be transported as dangerous goods in the cargo section as long as documentation, acceptance and established cargo handling and loading procedures are respected. In such cases, the cylinders cannot be used in flight.
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2.30 – PROCEDURES FOR CHARTERS
FOR CHARTERS DEPARTING FROM MONTREAL
Charter passenger lists are in DCS, prepared by the office agent prior to the flight. When checking in a passenger for a charter, always ask for valid government photo ID first. Then check in the passengers as it is done for our scheduled flights. Also, sometimes the charter may not be in DCS, in this case the office agent will prepare all boarding cards and passenger list for the check in agent prior to the departure of the charter. In this case, use manual tags, write in number of baggage and weight next to the passenger name.
BAGGAGE ALLOWANCE Normally same baggage rules as regular flights apply to the charters leaving from our FBO. However, the companies chartering our aircrafts may have different requirements for baggage weight. For example: Goldcorp asks that passenger’s bags do not weigh over 35 lbs.
CARRY ON Same rules apply as regular flights, one carry on per passenger not exceeding 13 lbs.
CLOSING FLIGHTS Since a ticket is not required for each passenger booked on the charter because it has no monetary value, closing charter flights in Gabriel and DCS is not required. Exception CHB flights.
CUT OFF OF FLIGHTS Cut off of charter flights is done 45 minutes prior to scheduled time of departure to allow enough time for weight and balance calculations. However before giving the final numbers to the crew, a call is placed to the person responsible for the charter to advise them and get authorization to leave without the missing passenger.
Once it is cut off, print a LR and JLNT. Fill out the LDS and give it to the crew. Also make a copy of each for yourself. Complete a Flight Report with the ATD. Fax and/or e-mail the flight report, LR, JLNT, LDS to dispatch, the Charter company and the next station. If you checked in manually, make a copy of passenger list with the names and baggage information instead of the LR and JLNT.
BOARDING Boarding is normally done 15 minutes prior to the scheduled departure time. You can use the intercom to announce boarding of the flights by doing intercom 147. Make sure to do a pre-boarding announcement followed by a general boarding announcement. When boarding the flight please remove coupon from boarding card, when boarding is finished, count the coupons it must match the total number of passengers on board for that charter. Bring the coupons with the flight attendant and confirm with the flight attendant the total passengers on board.
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YUL FBO GATE RAMP ACCESS
The FBO agent is responsible to let authorized personnel in and out onto the ramp. Air Creebec providers such as Catering, Fullers may need access to the ramp BUT must hold a valid Airport Pass and a valid D/A. It is the agent’s responsibility to go out, have a look inside the vehicle, and make sure there is nothing suspicious or another person in the vehicle. Once all is verified, access will only be given if there aren't any aircrafts with engines on at proximity. The agent can let the vehicle in by opening the gate with a gate opener. The agent MUST wait near the gate until it closes completely. For vehicles that want access out of the ramp area, the agent MUST open the gate and again wait until the gate closes completely. Other than the agents, the Maintenance and Building Maintenance departments also have the controller to open the gate; they MUST also follow the rules above. For contractors coming to do work in the secure areas needing the access through the gate, the BM Supervisor will escort them, using the escort passes issued by ADM BAP. The same process above must be followed.
CHARTERS PROCEDURE FOR ALL OTHER STATIONS If the charter passengers are listed in DCS, check‐in as you would with a scheduled flight. If not use the PMCN or list provided by the Charterer when checking the passengers, mark the baggage pieces and weight on the PMCN.
BAGGAGE ALLOWANCE Normally same baggage rules as regular flights apply to the charter flights. Passengers will be permitted 44lbs, any excess will be marked with an excess tag. You will also manually mark the baggage weight on each piece of luggage to facilitate the bumping of the bags. If total baggage and cargo weight permits then all baggage will be put onboard the charter free of charge. If not the passengers with excess baggage will be charged accordingly and their bags will travel on the next available flight. Please verify with dispatch before charging customers with excess baggage in case a previous arrangement was made with the charter department.
CARRY ON Same rules apply as regular flights, one carry on per passenger not exceeding 13 lbs.
CLOSING FLIGHTS Since a ticket is not required for each passenger booked on the charter because it has no monetary value, closing charter flights in Gabriel and DCS is not required.
CUT OFF OF FLIGHTS Cut off of charter flights is done 45 minutes prior to scheduled time of departure to allow enough time for weight and balance calculations. However before giving the final numbers to the crew, a call is placed to the person responsible for the charter or Dispatch to advise them and get authorization to leave without the missing passenger.
Once it is cut off, print a LR and JLNT. Fill out the LDS and give it to the crew. Also make a copy of each for yourself. Complete a Flight Report with the ATD. Fax and/or e‐mail the flight report, LR, JLNT, LDS to dispatch, the Charter Company and the next station. If you checked in manually, make a copy of passenger list with the names and baggage information instead of the LR and JLNT.
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2.31 – CREE HEALTH BOARD CHARTERS PROCEDURES
DEPARTURES PROCEDURES: 1. Flight is automated and in system for check-in. All bookings are requested by the CHB/CPS and are then booked in our system. There are no Electronic Tickets on these flights however anyone connecting north of YKU onto another flight, must have an E-Ticket in file.
2. CHB/CPS are the only ones who can make any sort of changes or book a passenger on these flights.
3. All passengers require a valid government issued photo ID.If a passenger is not booked, wrong date, no I.D. all must be asked to CPS driver. He will make the calls to his DXP at CPS to make the changes. If the driver is not there, the agent can call Michel themselves. (514-234-9391) - Cell Put in numbers Nancy 514-989-1393 x73267 Delphine 514-989-1393 x73258 Nathalie 514-949-3077
4. The nurse onboard is booked as "Nurse" upon check-in change the booking to their actual name. To do so follow these steps:
• Sign-in to Gabriel • Pull up the Nurse's file • 1/1Fantin/Claudia • *R • Then sign back into DCS and proceed to check-in
5. Bag/Carry-on Regulations: passengers are permitted 13lbs for Carry-on and 44lbs for Checked-in Baggage. However, all passengers going to YKU as a final destination do not pay excess fees. Any passenger doing a connection in YKU onto a scheduled flight or another station will have to be checked in using the following transaction: (PA1,2/40,B,M1,PSPT/B/17OCT70/M/DOE/JOHN,O) and charge the YKU to next station portion excess baggage fees.
EXAMPLE: *1 ETAPP/ISAAC DAVID+G2 BN005 Y YKU M1/200 PSM- WARRANT YNC395013 WENDEL IS 6YO AND PATIENT O/YN928/02MAR BN002 Y YNC ** If this passenger had excess, then they would be charged from YKU - YNC the excess fees.
• Same rules as scheduled flights apply: NO CASH • Same rules apply for DSR as scheduled flights • Carry-on bag weights are NOT to be put in the system • Sychecks allowed on to YUL, YVO and YMT • Wheelchairs, walkers and strollers permitted as Skycheck to any destination • Meals provided as per approval from CHB • Newspapers provided onboard
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6. Infant Check-In:
TO CHECK IN A PAX TRAVELLING WITH AN INFANT PA1,2/44,B,F1,INF1LAST/FIRST,PSPT/B/DDMMMYY/GENDER/LAST/FIRST,PSPTI/B/DDMMMYY/ -GENDER/LAST/FIRST ** Age of an infant under 2 years old **
CHECK IN STAND BY PAX WITH AN INFANT 1. FIRST CHECK IN PAX LIKE NORAMAL PA1,1/20,B,F1,PSPT/B/ DDMMMYY/F/LAST/FIRST 2. ADD THE INFANT PS921 PDD:2 PU1,INF1LAST/FIRST,PSPTI/B/DOB/LAST/FIRST
PA TRANSACTION WITH BABY IF ORIGINAL DOES NOT WORK PA:921/./YYVO/1LAST/FIRST,F1, 1/5,B,PSPT/B/DDMMMYY/F/LAST/FIRST,INF1LAST/FIRST,PSPTI/B/ DDMMMYY/M/LAST/FIRST T O ADD AN INFANT TO PAX BEFORE OR AFTER CHECKING THEM IN PS921 PDD:2 PU1,INF1LAST/FIRST,PSPTI/B/DOB/LAST/FIRST
TO DELETE AN INFANT WHEN CHECKED IN UNDER THE WRONG PAX PS921 PDD:2 PW-1,INF
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7. No parking available for passengers unless upon special request and authorised by Air Creebec
8. There are 2 Type D oxygen tanks provided on the aircraft with the life port device
9. Cargo is not permitted unless special request is made by Nathalie Beaulieu.
10. Passengers may book up to one hour before departures
11. Paper work Required for filing: • Departure Message (EZ50/1/1) • LR • JLNT • Load Sheet *NOTE: send paper work to the first destination and Reservations
12. Paper work Required for crew: • LR • JLNT • Load Sheet
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NURSES • There is one nurse per flight. • Should be present 1 hour before departure, if he/she is not there contact Yves Leroux to inform them • They are not to perform tasks of the Flight Attendant, they are there to assist the customer for medical needs • Nurses carry their own medical equipment, if they are missing any equipment they must report Nathalie Beaulieu.
AMBULANCE PROCEDURES YUL ONLY For the situation of dropping off a patient on airside (when the ambulance is not in emergency mode) you will have to register the entrance like the other vehicals. For the searching part, because it is an ambulance and that they have medical equipement, you only need to ensure that there is not an non authorised peron hiding in the vehical. Make sure that only the ambulance team and the patiant are in the vehical before giving them access to the airside. When the ambulance is in an emergency mode (they need to pick-up a patient in a hurry to take him or her to the hospital or for organs transport) it is considered as an emergency vehical so it is exempted from screening.
EMERGENCY AMBULANCE REQUESTS The agents may receive a call from an incoming flight requesting an ambulance for a passenger on board the flight. In these cases, the passenger on board should be in stable condition, otherwise the flight crew would declare an emergency on board and request first responders through the Air Traffic Controller.
NON EMERGECY ABULANCE REQUEST In non-urgent emergency cases, it is the agents duties to dispatch first responders to the flight when the crew call in for an ambulance on site. The agents will place a call with the first responders (911) . YUL agents will contact the 514-420-5000 (airport emergencies) to request an ambulance. The agents will only have the minimal information relayed from the flight crew and that is the only information the agents can relay to the airport emergencies
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PROCEDURE FOR PASSENGER ON STRETCHER
Only 1 of the CHB flights is configured at 32 seats because it holds the stretcher and is usually used on the inland charter (YUL-YMT-YVO)
If there is a passenger that requires the stretcher, we are usually advised the day before by the Cree Health Board. All arrangements are made by the CHB
When we have a passenger on the stretcher whether it is for a departure or arrival, it is to be done in the hangar, when possible.
When you look on your MLBK you will see the word stretcher. This means that the seats have been blocked and that the stretcher is not being occupied. If you don’t see the word stretcher, it means that it is being occupied.
When you are closing your flight in Gabriel, you must no show the stretcher.
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ARRIVAL PROCEDURES:
1. Agents to assist customers upon arrival of flight 2. CPS will be present to pick-up the passengers at all times 3. The agent will call the CPS office to inform of ETA of the aircraft - for YUL contact 514-989-1393 ext: 73229 4. Ambulance procedures are the same as departures (YUL) 5. Taxi Para-Adapté will be coming to pick-up the passenger from time to time CPS is responsible for making the arrangements for the patients
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SECTION 3 – BAGGAGE IRREGULARITIES PROCEDURES
3.1 – DEFINITIONS
Baggage- includes any personal items checked or carried onboard by a passenger travelling on a flight.
Baggage Tag- a serial numbered destination identification tag which is affixed to a passenger’s checked personal property
I.D. Tag- any identification tag affixed to a passenger’s personal property showing name address and telephone number of the passenger to which it belongs
Expedite Baggage - any passenger’s personal property which was checked as baggage on a flight and which was being re-forwarded due to delay or misrouting.
Expedite Baggage Tag- serial numbered tag used for routing unaccompanied baggage to its destination.
Unclaimed arriving Checked Baggage- form used to document an arriving checked baggage that has not been claimed upon arrival and final destination.
Baggage Irregularity Report- form used to document details of damage to a passenger’s property which was damaged while being transported as checked or carry-on baggage and to document a missing or delayed bag.
Carry-On Baggage- baggage or property carried onboard the aircraft by a passenger travelling on that flight.
3.2 – MISSING BAGGAGE
Is baggage not arriving at the destination to which it was checked on the flight on which it was checked by the passenger? A Baggage Irregularity Report or SMSpro issue must be completed at destination airport.
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3.3 – DELAYED BAGGAGE
Is the baggage, which for several reasons, will not arrive at its destination on the same flight as the passenger checking in that baggage that is travelling. The agent at the departure station may be aware that the baggage has been delayed and has notified the destination station prior to the flight’s arrival. A baggage Irregularity Report must be completed at destination airport.
3.4 – DAMAGED BAGGAGE
Is baggage that has sustained some form of damage, while it was being transported and the damage may be either external or internal to contents. A baggage Irregularity Report must be completed at destination station. Passenger has 48hrs to declare a damaged baggage.
3.5 – TRACING MISSING PROPERTY
A Baggage Irregularity Report must be completed immediately upon being advised of missing property by a passenger arriving off our flight. We must then communicate with the Origin station and On-route station of that flight by phone, fax, or email a message requesting them to advise if the specific property you described is on-hand. Stations receiving the request must check all areas and reply promptly to the station making the request. Down-line stations on the flight’s route must also be queried in the event the missing property was over-carried.
3.6 – PROPERTY LEFT ONBOARD
When passenger’s property left onboard a flight is discovered by flight crew or groomers, the property must be turned in to the agent at the station where the discovery was made. The agent will then communicate by phone, fax or teletype with all stations on the flight’s route. The details of the property must be documented on a Baggage Irregularity Report held for 48 hours. If after 48 hours, the property is not claimed, it is then forwarded to the Claims Department in YVO together with a copy of the report.
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3.7 – CLAIMS PROCEDURES
When a passenger’s property is “missing” or “damaged”, the appropriate form must be completed with a copy given to the passenger. All claims must be received within 48 hours; otherwise the claim will not be accepted.
MISSING BAGGAGE: advise the passenger to forward a “Letter of Claim” to the Claims Department in YVO, detailing all the contents of the baggage and the determined value of the property. Further action will then be taken by the Claims Department to resolve the claim. The email for the Claims Department is: [email protected] or through our website.
DAMAGED BAGGAGE: if the passenger is able to leave the damaged baggage with or return it to the agent, then the agent will forward the property to the Claims Department in YVO for assessment, repair or replacement as is deemed appropriate. Once this is complete, the property will be returned via the reporting station to the passenger.
UNCLAIMED BAGGAGE: All lost baggage or cargo should be sent to YVO (Attn: Eddy) after 1 month at your base. YVO will manage all these items accordingly.
3.8 – COMPENSATION
All claims for compensation for lost or damaged baggage must be submitted to Air Creebec’s Special Projects Manager for evaluation on an individual basis.
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SECTION 4 – RESERVATIONS PROCEDURES
4.1 – FORMS OF PAYMENT
Electronic tickets may be purchased and paid for by means of four (4) forms of payment: certified cheque, debit card, credit card and charge accounts.
Debit (Interac) card: available at Air Creebec check-in counters
Accepted credit cards: VISA, MASTERCARD and AMERICAN EXPRESS
Charge accounts: issued by Air Creebec to approved applicants which allows them to purchase air transportation services on credit. A list of companies or individuals to whom this type of credit has been extended is provided by the Accounting Department.
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4.2 – ACCEPTANCE OF PAYMENT
Electronic tickets must be paid for and issued upon reservation either by phone with a credit card or charged to an account or at an Air Creebec ticket counter by debit card. Air Creebec will not make reservations unless it has been or is being paid for.
Last Minute ticket sales: Tickets can be sold up to one hour before departure by calling reservation or through the website.
All debit payments collected by a counter agent for the sale of an electronic ticket must be documented on a DSR (Daily Sales Report) and sent via company mail to YVO Accounting.
4.3 – ELECTRONIC TICKETS • An electronic ticket is a legal “document” that represents a contract between the carrier and the passenger. The carrier agrees to provide transportation of the passenger and his/her baggage under the conditions and limitations of the fare paid. By purchasing the ticket, the passenger agrees to abide by the “conditions of carriage” stated thereon. • Currency codes entered on electronic tickets will be the IATA approved codes. • An electronic ticket is not valid for transportation unless it has been properly validated. • Electronic tickets are not transferrable from the passenger named thereon to any other person. Name changes are not permitted. • Electronic tickets are valid for up to one year from the date of issue. Exception: SA (space available) tickets are valid for six (6) months from the date of issue and ID50 tickets are valid for three (3) months from date of issue. • Tickets are non-transferable. The carrier will refuse transportation to any person other than the person named on the ticket.
4.4 – REFUNDS
• All Air Creebec electronic tickets are fully refundable until 17:00 of day of purchase. Refund fees of 30% apply for regular fare electronic tickets after 17:00 of day of purchase. Air Creebec will provide a full refund without fees if Air Creebec has cancelled its flight. • Refunds are made on the credit card that was used to purchase the electronic ticket or by cheque that is mailed to the customer if the electronic ticket was purchased by debit card. • Electronic tickets that are charged to an account will be fully refunded without fees to that account. • All refund requests goes through reservations.
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4.5 – TYPES OF TRANSPORTATION
One-way trip, Round trip, Multi-leg trip, Circle trip, reduced rate trip, and Non-revenue trip.
4.6 – TICKETS EXCHANGES
Any changes to tickets other than Y class tickets please contact Reservations at: 819-825-8355
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SECTION 5 – FORMS
5.1 – FIREARMS DECLARATION FORM
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5.2 – UNACCOMPANIED MINOR
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5.3 – PREGNANCY MEDICAL CLEARANCE FORM
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5.4 – NOTICE TO ARMED INDIVIDUALS AND ESCORT OFFICERS
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5.5 – EXAMPLES OF WEIGHT AND BALANCE
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5.6 – Flight Departure Check List
CHECKLIST FOR FLIGHT PAPERWORK
Flight Number: Date:
Match the Gabriel close with DCS and JLNT (must be the same) and close Gabriel first. Departure message (EX50/1/1) Comments: LR JLNT JLNZ (make sure all pax have tickets) LOAD SHEET (for station where Agent fills out LDS only) Comments: SPL CARGO MANIFEST + BAG MATCH BINGO SHEET (Make sure it matches JLNT) RAMP SIGNED COPY OF CARGO MANIFEST CATERING SECURITY PAPER (for YUL only)
COMMENTS/MISSING:
Agent:
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5.7 – PASSENGER SERVICE AGENT CHECK LIST
PASSENGER SERVICE AGENT CHECKLIST
NAME:______STATION______
PROCEDURES & INFORMATION DATE COMPLETED TRAINER NAME TRAINER SIGNATURE
1.1 – CUSTOMER SERVICE
1.2--GENERAL PASSENGER SERVICE GUIDELINES 2.1-- PRE-FLIGHT PREPARATION
2.2—PASSENGERS REQUIRING ASSISTANCE 2.2.2—HANDLING ABUSIVE PASSENGERS 2.3--PASSENGER CHECK-IN
2.3.1—COUNTER CHECK-IN TRANSACTIONS PROCEDURES FOR F/A ON TRAINING AND JUMPSEAT 2.3.2—COUNTER CHECK-IN DOCUMENTS 2.3.3—RADIO FREQUENCIES AND CONTACTS 2.4—BUMPING
2.4.1—BUMPING IN OVERSELL SITUATION 2.5--COMPLETION OF FLIGHT CARGO MANIFEST 2.6--FLIGHT DEPARTURE ANNOUNCEMENTS 2.7--FLIGHT ARRIVAL PROCEDURES
2.8-- FLIGHT DEPARTURE POCEDURES
2.8.1—WEIGHT AND BALANCE
2.9-- CHECKLIST FOR BOARDING
2.10—CHECKLIST AFTER DEPARTURE
2.11—FLIGHT ON-TIME DEPARTURES
2.12—BAGGAGE PROCEDURES
2.13—ARMED INDIVIDUALS
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2.14—BOMB THREAT PROCEDURES
2.15—CARRY-ON BAGGAGE
2.16—PASSENGERS OCCUPYING EXTRA SEAT 2.17—STRETCHER SERVICES
2.18—ACCEPTANCE OF LIVE ANIMALS
PROCEDURES & INFORMATION DATE COMPLETED TRAINER NAME TRAINER SIGNATURE
2.19—SERVICE ANIMAL
2.20—ACCEPTANCE OF DECLARATION OF SELF-RELIANCE OF WHEELCHAIR BOUND PASSENGERS 2.21—IRREGULAR OPERATIONS
2.22—MISCONNECTED PASSENGERS
2.23—SWITCHED PASSENGERS
2.24—FLIGHT CANCELLATION (OVERSHOOT) 2.25—ACCEPTANCE OF CHILDREN
2.26—UNACCOMPANIED MINORS
2.27--UNACCOMPANIED MINORS AND IRREGULAR FLIGHT OPERATIONS
2.28—PREGNANT PASSENGER
2.29—PASSENGERS TRAVELLING WITH OXYGEN TANK 2.30—PROCEDURES FOR CHARTERS DEPARTING FROM MONTREAL 2.31—CREE HEALTH BOARD CHARTERS PROCEDURES 3.1—DEFINITIONS
3.2-MISSING BAGGAGE
3.3—DELAYED BAGGAGE
3.4—DAMAGED BAGGAGE
3.5-TRACING MISSING PROPERTY
3.6—PROPERTY LEFT ONBOARD
3.7—CLAIMS PROCEDURES 3.8—COMPENSATION
4.1—FORMS OF PAYMENT
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4.2—ACCEPTANCE OF PAYMENT
4.3—ELECTRONIC TICKETS
4.4—REFUNDS
4.5—TYPES OF TRANSPORTATION
4.6—TICKETS EXCHANGES
PROCEDURES & INFORMATION DATE COMPLETED TRAINER NAME TRAINER SIGNATURE
5.1—FIREARMS DECLARATION FORM
5.2—UNACCOMPANIED MINOR
5.3—PREGNANCY MEDICAL CLEARENCE FORM 5.4—NOTICE TO ARMED INDIVIDUALS AND ESCORT OFFICERS 5.5—EXAMPLES OF WEIGHT AND BALANCE 5.6—FLIGHT DEPARTURE CHECKLIST
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5.8 Disruptive Passenger
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