IAC 2207 Ground Service Management Unit 1

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What ground management is Many airlines subcontract ground handling to airports, handling agents or even to another airline.

According to the International Air Transport Association (IATA) Most ground services are not directly related to the actual flying of the aircraft, and instead involve other tasks. The major categories of ground handling services are. 1.Cabin service The primary aim of this service offering is to ensure passenger comfort. While cabin cleaning comprises the bulk of the effort, it also includes tasks such as replenishing onboard consumables (soap, tissues, toilet paper, reading materials) and washable items like pillows and blankets 2.Catering Include the unloading of unused food and drink from the aircraft, and the loading of fresh food and drink for passengers and crew. Airline meals are typically delivered in Airline service trolleys. Empty or trash-filled trolley from the previous flight are replaced with fresh ones. Meals are prepared on the ground in order to minimize the amount of preparation (apart from chilling or reheating) required in the air. 3.Ramp service • Luggage handling

• An aircraft being refueled

• Pushback tractor and a ground power unit

• Lavatory drainage • Guiding the aircraft into and out of the parking position (by way of aircraft • marshaling) • Water cartage (typically non-potable for lavatory sink use) • Air conditioning (more common for smaller aircraft) • Air start units (for starting engines)

4.Passenger service This includes services inside the terminal such as: Providing check-in counter services. Providing arrival and departure services. The agents are required to meet a flight on arrival as well as provide departure services including passengers and closing the flight. Staffing the transfer counters, customer service counters and airline lounges. 5.Field operation services This service dispatches the aircraft, maintains communication with the rest of the airline operation at the airport and with . Airport is designated location where aircraft take off and landing Domestic : flights within the country International : international arrival and departure flight. Also equipped with

infrastructure for larger aircraft

Four combined areas base on different geographic

Combined areas Landside Departure • Includes travelers and non-travelers • Check-in counter • Ticket sales counter • Shops, restaurants • Airport info booth Airside Departure • Passengers with , valid travel docs • Immigrations, x-ray, boarding gate • Airline lounges • Duty free shops Airside Arrival • Disembark to claimed area • Transfer check-in counter • Security • immigrations Landside Arrival • Greeting areas with family • Banks, transport, hotel, tourism information desks

Unit 2 Pre-flight preparation

Computer reservation system (CRS) The CRS is a software that assists an airline with transaction related to make tickets reservations, blocking, reserving, cancelling and rescheduling tickets.

The CRS requires information of; first name, last name, address, phone number, e-mail address, sex and credit card no.

CRS has 3 internal Data Base DB-User ; containing personal info of the registered user of the CRS – whoever use the system to reserve

DB-Reservation ; containing info regarding the number of seat available in each class on different flight – for checking flights and advise pax

DB-Geography ; contains info about the cities and towns serviced by the airline – information about flts

Blocked ticket • After the user checked the availability of flights and need times, airline will block seat for a certain period of time against a charge, you have to pay within period of time

• If a user has a blocked ticket do not need to confirm the ticket. Automatically issued.

Departure control system (DCS)

• The departure control system (DCS) is the system used by airlines and airports to check-in passengers.

• It assists the airline in managing the information required for airport check-in, printing boarding passes and baggage tags and calculate the volume of baggage and cargo load control.

The DCS interfaces with • Computer reservation system (CRS) • Global distribution system (GDS ) • Load control system • Airline’s inventory management • The DCS is able to perform a variety of functions. The key capabilities of the system are:

• A flight is usually created in the DCS 24hrs. before departure. All names, seat requests and special request sent to DCS so GSA can assist pax who has difficulty when using Customer user self-service (CUSS)

• DCS helps through check-in : the system will enable pax to check-in and get a boarding pass for both sectors.

• DCS can automatically assign seats by selected cabin zone. It show the entire seat plan on the screen. Weight and Balance Known as load control Trained on a/c type to control about weight of a/c Provide the load manifest or load sheet

Baggage reconciliation ICAO Annex 17, Each contracting state shall ensure that commercial air transport operators do not transport the baggage of persons who are not on board the aircraft unless that baggage is identified as unaccompanied and subjected to appropriate screening.

SSR special services request FFP frequent flier program OSI other service information PNL passenger name list CRS computer reservation system PNR passenger name record

Flight editing Is Important process for smooth check-in as can have a whole picture of the flight. Can decide how many counters require for the flight depending on the traffic, Decide on catering efficiently. All service items will be prepared for the passengers as their request.

1.Reservation scan • Help reduce operating costs by minimizing meal and beverages order for in- flight service and for the lounges • Can plan ahead in case of overbook situations • Scan for passengers with multiple bookings and no show passengers 2. Seat editing - Very important when full flight . It will speed up check-in process.

- Airlines can arrange seat in advance for passengers who require special assistance or who are traveling with infants and children.

- Some request for legroom

- Double check with pax who check-in from home to avoid duplicate

- Infants : need cradle front row

- Wheelchairs : front near toilet

- Tour group : rear cabin for easier handling

- Special request

3. Meal ordering - Fully booked flight, order by the aircraft configurations

- Not fully booked flight, order by the accurate numbers of passenger

- Special meal must be ordered 24 hrs. before flight

4.Pre-upgrade - Heavily overbooked

- Seats in B/C or F/C available

- Upgraded ‘Loyalty passengers’ then person who paid higher fares

5. Additional requests

O2, Stretchers, Wheelchairs

- O2, must be informed in advance to set the O2 bottles on the aircraft

- Stretchers, need time to install

- Wheelchairs, provide staff to assist pax 6. Telex IATA (Air Transport Association) defines the available telex types . SITA is operating the network to distribute the messages between airlines, airports, ATC, ground handling agents and other relevant members of the airport.

IATA addresses consist of 7 characters divided into the Origin IATA Code (AAA), a function indicator (BB), and the airline designator (CC). For example,

HKGFFLH would be the Cargo Office (FF) of Lufthansa (LH) in Hong Kong (HKG). BKKLLTG: lost and found of TG in BKK. Some standardize SITA code KK = Station / Station manager RR = Reservation LL = Lost and Found KN = Special handling KW = Lounges KP = Airport passenger service CS = Customer service FF = General Cargo code

Telex sample • FM: BKKLLBR • TO: BKKLLTG, TPELLBR, TPELLTG, TPEKKBR • REFER CASE BR789456 FOR PAX KOMO/ABC BAGTAG NO 123456 NOW RUSH TAG NO 654321 DEST TO TPE WL O/B TGXXX BKK/TPE ARR 31JAN19 // NAN

Unit 3

Check-in counter setup

Check-in counter setup Airlines set up counters with enough spaces for passengers by using one of the two layouts

• Individual counter queue set up

• The common queue set up

Queue layouts • Individual Queue: each counter will have its own queue that passenger queue up at the counter which has been set by destination or class • Common Queue : passenger queue up in ONE single lane served by multiple counters • Nowadays airlines use the common queue and check-in according to the class that passenger travelling • Some airlines operated other check-in counter to provides services for special passengers like group tour , and pax with special need counter

Types of counter

Can be divided into 2 types : Common check-in and Dedicated check-in

• Common check-in : check-in counters are SHARED by different flights belonging to same airline

• Dedicated check-in : specific flight for that counter, use with airline that has flights almost the same time

Check-in counter equipment • Computer monitor, keyboard, boarding pass printer, baggage tag printer, and conveyor belt with a scale. • The no-fly list or black list is a document issued by governments and includes name of individuals who may compromise safety or who are unwelcome in the country. Check-in counter equipment • Computer monitor • Boarding pass printer • Boarding pass • Baggage Tag printer • Baggage Tag • Conveyor belt with the scale

Check-in information display system • CIDS is a display of information of the airline these information include the airline’s logo , gate’s information , and check-in information.

Vocabularies • Pre-flight Bulkhead • Overbooked Full flight • Stretchers case Bassinet • Unaccompanied Minor Young Passenger • Common check-in Dedicated check-in • Conveyor belt scheduled • Meet and Assist Weighing machine

Unit 4 Baggage Acceptance

Categories of Baggage o 1.Unchecked baggage/ cabin baggage/ carry on Baggage that is carried or stowed in the cabin. IATA sets guidelines for the size. Individual airlines vary in requirement. GSA make sure baggage meet the requi rement of 10x18x12 inch, Weight limit to 5-7 kilograms

2. All baggage of which the airline takes custody and issues a baggage tag. It is carried in the hold of the a/c on which the passenger is traveling

• Special baggage • Bulky/ oversized baggage : oversized as defined by the airline’s policy and weight exceeds 32kgs. • Cabin seat baggage ( CBBG ) : Not suitable to load in cargo; musical instrument, art works, electronic equipment, diplomatic baggage, valuable baggage. • Crew baggage: May present at check-in or airside and should be clearly identified with crew label. • Delivery at a/c ( DAA ) ; baby strollers, pushchairs, wheelchairs and mobility aids Additional Baggage types • Restricted Baggage All baggage and baggage items that are not suitable for carriage in the a/c for safety reasons or may be carries in the a/c (if accepted as a DG). • Unaccompanied Baggage Accepted at cargo rates charge will be based on weight or volume. • Rush Baggage/ Expedite Baggage Is a mishandled baggage and must be delivered to pax.

• Online/ Interline Baggage Transfers Online: the baggage has to be transferred between the flight of the same airline. o Interline Baggage: the baggage has to be transferred between the connecting flight of the different airline. Refusal of Carriage Airlines may refuse to carry • Articles that are likely to danger to a/c, person, property onboard the a/c • Articles that are prohibited by laws, regulations or safety standard of state to be flown from , to or over. • Articles that are unsuitable for carriage by reason of weight, size or character. • Excess baggage, include AVIH and sport equipment, which is not requested and confirmed in the PNR. Limitation of Liability • The liability of an airline for passenger baggage is limited. • Valuables • Business • Samples • or ID cards • Perishable or fragile articles • Computers ( Laptops) Checked Baggage Allowance can vary based on fare paid, passenger category, routing, group status or class. There are two standard checked baggage allowance concepts:

•Weight concept: measured by the total weight of the checked baggage. •Piece concept: measured by the number of piece of checked baggage.

• IATA Traffic Conference (Area)

Baggage piece concept The allowance is defined in the pieces of baggage. Each piece may not exceed a defined volume and weight.

• Piece concept is based on the number, size, and weight of the checked baggage.

• Use on flight within , via, to and from Canada, The United States. • When the piece concept is applied, the allowance box show ”PC” Excess Baggage • The amount of baggage exceed the free allowance of size, number, weight permit. • Excess baggage charge are set by the individual airlines. • If pax has a connecting flight , excess charge has to be up to the point where the bag check through, and may label only charged sector.

Action by GSA at check-in 1. Assess the weight, size and number of pieces of carry on baggage. 2.Weight the carry-on bags. 3.Attache and approved for carry-on tag if applicable. 4. If the carry-on exceed the free allowance size and weight. It must be charges applied. 5. Be aware of Dangerous Goods items.

Baggage labelling It’s required for each bag to be identified with passenger’s name and a visual inspection should be made to check that the bag is not damage and have to remove all old tags.

Bag Tag Are used by airlines to route passenger luggage checked-in to final destination. To help the pax to identify their bag and for tracing a missing bags.

Baggage tag contains information: • Airline name and code • Flight number • Name of arrival airport • Name of passenger • Current Bag Tags

• Include a bar code to allow automated sorting of the bags to reduce the misrouted, misplaced and delayed bags. • The license plate (10 digit numeric code) is an index number linking a bag to a baggage source message (BSM) sent by a carrier’s DCS to an airport’s .

Handling Labels • / Priority label This tag ensure that these pax’s bags are offloaded as priority at the destination. Some airlines use for special needs pax , UM. • Heavy Baggage label To help prevent injury and accidents. Over 23 kg require. • Standby Labels o The acceptance belongs to a pax travelling on a standby basis o To identify excess baggage in a limited space.

• Limited release Labels (LR) If baggage is already damaged or not suitable for normal handling, contain perishable items, the limited release label will be used to identify that the airline not responsible for claims, the airline is accept liability only for further damage caused. • UM Labels Use in conjunction with usual destination label to identify the priority boarding.

Special Baggage Cabin-Seat Baggage (CBBG) and Musical Instruments • Item must not exceed 100 lbs(45 Kg) • Item is secured with seatbelt • Item is packaged or covered safely to avoid injury to pax • Items doesn’t access to exit or aisle of the cabin.

• Items doesn’t obscure any sign of seatbelt no smoking or exit. • Items must not contain DG. • Items must be secure in a seat in the same cabin of the owner

Media Bags Camera, film, VDO tape, lightning and sound equipment will be accepted as baggage by charging excess baggage rate. Stroller and Child Restraint Seats Stroller is not charge as a baggage, can check at the boarding gate, curb side or ticket counter. Restraint seat may be brought onboard if there is a vacant seat for the passenger to put it on the seat during take-off and landing. Medical Supplies and Equipment Some medical items can carry onboard along with the carry on baggage. Perishable Airlines allow onboard as part of carry on bag allowance as there is no violation of agricultural restriction for the destination country. Fresh or frozen foods and vegetables. Meat fish, poultry, bakery Flowers; cut flower, floral display, vegetable plants. Wheelchairs and Assisting Devices If not carry in the cabin will be loaded in cargo compartment where is easy to return to passenger. Incapacitated passenger may carry free of charge one wheel chair and other assistance device. Sporting Equipment Accepted as checked baggage: Scuba equipment, Snow skiing, Paddles, skis, Hiking equipment, Wind surfer, surfing ,Bicycle, Fishing equipment Hunting rifles, Bowling equipment, Archery equipment, backpack Accepted in cargo only: Vaulting poles, canoes and kayaks Live Animals Accepted by IATA live animals Regulations. 1.PETC (Pet in Cabin) Cats and small dogs may be transported as cabin baggage. Weight not more than 5 kg and must be inside a suitable container. 2.AVIH (Live Animal in Hold) Pets carried as a checked baggage. Container must be provided of a size that pets can stand up, lie down and turn around. Pax need to provide documentation for country of origin, destination and transit. Pre-notification to airline. Charges for the carriage. Seeing Eye dogs, Hearing Ear dogs are free of charge. Pets are not include in free baggage allowance.

Escort Dogs for Passengers with Disabilities

• Trained service dogs may be accepted in the cabin, free of charge. • Seeing eye dogs, Hearing aid dogs, • Other service dogs for autistic • Rescue dogs

Arms and Ammunition

• Real –arms ( fire-arms, side-arms) • Look-like arms • Ammunition for small arms. Ammunition Up to 5 kg for checked baggage, over amounts will be loaded in cargo.

Baggage Processing

• Baggage Handling System (BHS) Is a type of conveyor system installed in airports that transports checked luggage from check-in counters to the loading area and transport checked baggage from airplanes to baggage claim area.

• Security Screening The automated screening of local outbound and transfer baggage is handled by Hold Baggage Screening System which uses technology to identify and/or detect weapons, explosives or other dangerous items.

Baggage Sorting Most of airlines use automated baggage sorting system. It enables the automated sorting of baggage to its correct destination based on the loading and offloading priority.

Baggage Reconciliation For security purpose for outbound passenger and baggage data. The data stored in Baggage Reconciliation system. The purpose is to transport only authorized bag.

Baggage reclaim Baggage is unloaded from aircraft to baggage reclaim area. The baggage carousels are designed for security and custom screening.

Unit 5

Boarding Gate

Ground Handling Process

• Reservation • Check in • Boarding • Arrival • Baggage Claim Boarding Gate

Place where passenger board their flights. Duration for boarding time is about 35- 40 mins before depart. Nowadays many airlines close 10-15 mins before schedule departure time (cut-off time). The boarding process can be done with the help of DCS and by a modern amenity such as Quick boarding gate (self-boarding) and boarding pass barcode readers or scanners. The manual has been replaced by these new techniques.

Boarding gate type

There are 2 types of boarding gate

• Gate Boarding

The aircraft park next to the terminal, the aircraft door is opened on to the which serves as a direct passageway from terminal to the aircraft.

• Remote bay Boarding

Aircraft parked away from terminal, passenger have to walk or take a bus and climb up to the aircraft.

Arrange separate bus for f/c ,b/c pax

Avoid walking near oil, ice, water, wing tips etc.

Boarding Gate Responsibilities

• Flight number and boarding time are clearly show in FIDS.

• Coordinate with cabin crew on when to start the boarding process.

• Make clear announcement.

• Giving assistance for all necessary requirements from pax.

• Correct boarding sequence.

Pre boarding ; special need pax; UM, WCHR,STCR, Mother with infant, MAAS

F/C : May be upon their comfortable

Some airline board by group 1,2,3

Special pax

Board First ; UM, Wchr

Board last: Deportee

Deplane first; UM, Deportee

Deplane last: Wchr

Boarding starts and finishes on time in order to have “On-Time Performance”.

All security and safety procedures are implemented. All necessary documents are produced and delivered on board. Passenger transport at the apron is provided. The aircraft door is closed on time.

Boarding Announcement

- Welcome and review announcement - Boarding announcement - Final boarding announcement - Other announcement * Gate changing announcement * Delayed flight announcement

* Flight cancellation announcement

Gate Change Announcement

“Good (morning/afternoon/evening), ladies and gentlemen. May I have your attention please? The boarding gate for xxx airlines Flight xxx bound for xxx has now been changed to gate xxx. Passengers on this flight are requested to proceed to Gate xxx for boarding. Thank you”

“Good (morning/afternoon/evening), ladies and gentlemen.

May I have your attention please?, xxx airline Flight xxx bound for xxx is now cancelled due to (… late arrival of incoming aircraft / weather conditions / mechanical problem …)

Would all passengers on this flight kindly contact xxx Airlines staff at Gate xxx for further arrangements. We are sorry for the inconvenience.”

Preparing final documents which are used in-flight and required for the immigration department in the country of destination. GSA has to prepare these documents;

1. Manifest or Passenger Manifest (PM) : details of passenger name list and information about passenger

2. General Declaration (GD) : information about crews (name, gender,date of birth etc.) aircraft registration number and itinerary of the flight

3. Arrival immigration form

4. Other airline promotional document When the flight has taken off from the airport which change status of the flight in DCS to a Post-Departure.

These documents are required to be sent a telex to different departments of the airline back office, the next station, and a copy for station filing.

Passenger Messages:

Teletype passenger manifest (TPM)

Contains info pertaining checked-in passenger and .

Passenger service manifest (PSM)

Contains info about passenger who need special attention in form of SSR code.

Passenger transfer message (PTM)

Contains info about transfer passenger and their checked-in baggage.

Messages referring to load/equipment

Load Distribution Message (LDM)

All data must correspond to actual loading of the aircraft ; passenger in each classes, cargo weight.

Container and Pallet Message (CPM)

Inform the ULD (Unit load device) positions and load distribution in bulk compartment.

ULD Control Message (UCM)

Movement Message (MVT)

Messages/Reports to Reservation Control:To optimize sales on future flights.

Statistical Load Summary (SLS)

To provide a common format for information exchange between the handling company and the carrier’s statistic department to establish data for revenue reporting. Frequent Traveler List (FTL)

Hand Back or No show/ Go show ? No-record list HB

Passenger Final Sales Message (PFS)

Transmits info. To reservation system about the final pax count on a/c at the dep station

Baggage reconciliation

The passenger and his baggage must travel on the same aircraft. The baggage of no - show passenger. must be offloaded. It is the responsibility of GSA to ensure the correct number of pax board the a/c and the total count on board (TOB) with the count of Passenger manifest and a/c load/trim documents.

Head count

In case of pax missing at the gate, GSA will ask the crew to check the seat and page the passenger. Perform headcount if passenger is not in the a/c.

A headcount is made in cases where transit pax remain on board during transit .

Passenger information list (PIL)

When the check-in is finalizes, the automated check-in system will auto produce a PIL, based on check-in record.

PIL shows details of pax who have been checked-in to each flight at each station. The PIL enables the crew to provide the special requested service onboard.

Unit 6 Special Handling Passengers

Airline provide the services to pax who need special extra services.

IATA created standard Special Service Request code (SSR) which is standardized between airlines and used widely from reservations through departure.

Type of passengers • Important Passengers (VVIP,VIP,CIP) VVIP: Head of state, member of ruling families, Presidents VIP: Top-level state , diplomats, Top-level head of company, world famous person CIP (Commercially Important Person) including FFP They are entitled to: • Priority for reservations on the airline • Preferential treatment onboard, and on ground

How to take care VVIP

Types of passengers Unaccompanied minors: UMNR Age 5-11traveling without adult accompanied Types of passengers Rules and regulations Traveling within same day, non-stop, direct or connecting flights. If transfer between airport authorized adult must meet and pick-up the child at first arrival a/p, must be confirmed to the airline where the child will be accompanied by an adult. Parents of UM are responsible for: • Making the reservation for UM • Providing names, address, telephone no. of the person escorting the UM to the airport of departure and destination. • Ensure that UM is escorted to departure a/p. • Ensure that UM is picked up at destination a/p. • UM must hold a confirmed reservation for all sectors. Handling Procedure 1. UM must be accompanied to the a/p by person who is legally responsible for him. 2. The child’s personal documents are place in the airline pouch for the entire trip. The pouch contains the child’s ID, indemnity form with information about name , address, telephone no. of UM or parents. 3. Provide UM badge to worn throughout the flight. Types of passengers • Young passengers traveling alone :YPTA - Age between 12-17 years - Some airline offer as a MAAS (meet and assist service) • Passengers traveling with infants :INFT - Age new born (most airline permit to travel after 7-14days old) – 2 years GSA should observe: • The availability of bassinet seats • The number of infant’s life vests and infant’s loop belts. The maximum number of infants per a/c is limited by the number of supplemental oxygen. Bassinet : BSCT Wall-mounted bassinets Pax should be pre –assigned with appropriate seats on the bulkhead The permission of age and weight of infant varies between different airlines Cathay Pacific allow 12kg and 76.2cm Emirates 11 kgs. and 74.93 cm - allow up to 2 years old but state infants over a year may be uncomfortable. Qantas 11kg and 71cm - allow up to 18 m old Infants TG 10KG 67cm up to 6 mths.

Types of passengers • Pregnant passengers permit vary depend on the airlines and must not sit at exit rows. Air Asia pregnant flying rules for pregnant women Pregnant passengers up to 27 weeks can fly with the airlines by completing the Air Asia Liability Statement at the check-in counters. Pregnant passengers who are pregnant between 28 and 34 weeks will need to prove a doctor’s medical certificate Air China pregnancy policy Expectant mothers who are under 32 weeks pregnant may travel as a normal passengers unless they are recommended by a doctor not to fly. Women who are over 32 weeks pregnant and under 35 weeks pregnant, must have a medical certificate that is issued within 7 days prior to departure. Thai airways For pregnancies after the 28th week of pregnancy must obtain a medical statement of fitness to travel issued by their physician, stating the number of weeks of pregnancy and estimated date of delivery. The medical statement must be issued no later than 7 days prior to departure and must be carried by the passenger when boarding the flight. • Meet and Assist (MAAS) and Passenger with foreign language problems (LANG) MAAS for Elderly and LANG for passenger with insufficient knowledge of English are given special assistance at check-in, during transit. • Passenger misconduct 1.1 Intoxicated passengers due to the effect of alcohol .Their behavior are -moving in slow motion -walking unsteadily -unable to sit up-right -awkwardness in movement -arguing or debating -raising voice without provocation -Taking an unusually long time to respond 1.2 Failure to comply with seatbelt, seatback instruction 1.3 Smoking in lavatory 1.4 Damaging airline property 1.5 Refusing to wear shirt or shoes 1.6 serious body odor 1.7 Fighting 1.8 Unruly/Disruptive Passengers The following behavior could be unruly • Speaking louder than usual • Smell of alcohol • Seem nervous • Does not make eye contact • Sweating when it is not hot Passengers who are identified as potential unruly may be denied transportation. The airline will consider pax to be o/b or not if refuse GSA have to Find later flight for pax, contact ramp agent to offload his bag, informs the new flight details to pax , inform other GSA who will handle the next flight

2. Passengers with reduced Mobility (PRM) Physical or Mental who require individual assistant during ground handling and during flight - WCHR for Ramp can ascend or descend steps can walk to and from cabin seat ,need wchr for long distance

- WCHS Steps, can walk but can’t ascend or descend stairs but can walk to/from the seat.

- WCHC Cabin, immobile must be carried to and from cabin seat

Onboard wheelchair calls aisle chair some airports are equipped with special boarding facilities such as ambu lift, aisle stretcher, ramps, and wheelchair stair lift. Wheelchairs can be lifted to the door of the aircraft via the bespoke wheelchair stair lift. Whenever the passenger has his own wheelchair, these wheelchair are free of charge but not include in the baggage allowance: WCBD wheelchair with dry battery WCBW wheelchair with wet battery WCBL wheelchair with lithium battery WCMP pax has own wheelchair no battery WCOB pax request wheelchair onboard Passengers required assistance will be on board first and deplane last.

Blind passengers BLND • May travel accompanied or unaccompanied • If unaccompanied Airlines will provide assistance : escort from check-in counter to boarding gate DEAF passenger DEAF • Airline provide assistance upon pax request • GSA has to identify blind and deaf pax to the crew due to extra assistance during emergency evacuation • Medical Attention passenger MEDA

Pax need Medical Information Form (MEDIF) valid for 2 months from issue date, and must hand in to airline 3 days before departure, pax will be accompanied by nurse or physician escort.

GSA has to inform crew for assistance.

Stretcher passenger :STCR • Requires lying down throughout the flight. The stretcher installed in the rear of the aircraft and require 6-9 seats .

Request for oxygen : OXGN • Inform the airline 24 hrs before departure. Since the oxygen cylinder is a DG pax may only use ox provided by airline and will be charged • O2 bottles can only be installed on selected seats and a spare bottle may required for long-hual flight

Handling procedure for PRM 1. Verify PRM at time of check-in from SSR in DCS to provide assistance available. 2. Prepare wheelchair or other devices for handling PRM at the a/p. 3. PRM must be offered pre-board facilities. 4. Seating must not be at emergency exit Deportees and Inadmissible Passenger Deportee: A person who enter legally or illegally and later is ordered by the authorities to be removed from that country because; • Resisted or not followed the entry or residence permit. • Been guilty of violation of a law or criminal offence. DEPA: Deportee accompanied by an escort DEPU/DEPO: Deportee unaccompanied Inadmissible INAD A passenger refused entry to a country by the authorities of such country, or who is refused onward carriage by an airline or government authority at a transfer point; Lack of visa, expired etc.The most common reason for being refused • The passenger’s travel documents are insufficient and/or valid. • The passenger intends to or suspected of intending to take illegal employment. • The passenger is without any fund

Special Meals A meal base on religious , medical /health care or other dietary request. Many airlines have to order at least 24 hours before your departure to request your preferred meal.

Religious meals HNML Hindu Meal This is a non-vegetarian meal prepared according to the requirements of the Hindu religion. Beef and pork will not be served. Mainly, boiled fish, chicken, mutton, seafood, rice, and fruits will be used. Ingredients will not contain alcohol. KSML Kosher meal – prepared according to Jewish law, fruit must be served with the skin unbroken crew serve with unopened seal. Meals will be served in a sealed package. VJML –Vegetarian Jain Meal This is an Indian vegetarian meal prepared in accordance to Jain principles. It may contain: Vegetables grown above ground and fruit. Does not contain: Meat, poultry, fish, seafood, eggs, dairy products, root and bulbous vegetables such as onion, garlic, potatoes, ginger, etc. MOML- Muslim Meal *Halal* are prepared according to Islamic principles. Does not contain: Pork, alcohol or any haram ingredients Vegetarian meals AV M L Asian vegetarian meal – spices and curry (veg prepare Indian style) This is a vegetarian meal flavor with spices from the Indian sub-continent which may include limited use of dairy products. It may contain: Vegetables, fruit, dairy products, spices and aromas associated with the Indian sub-continent. The meal could be mildly spiced. VGML Vegetarian/ Vegan Meal / Stricted vegetarian (vegan) meal Completely free of animal products including honey, eggs, and dairy products. It may contain: Vegetables, grains, and fruit. RVML Raw Vegetarian Meal for customers who prefer only raw vegetable It contains: Raw vegetables and fresh fruit. Does not contain: Meat, poultry, fish, seafood, eggs, caffeinated beverages, highly- processed foods, additives and preservatives.

VLML Vegetarian Lacto-OVO This is a western vegetarian meal that does not use any meat products and fish. It contains eggs and/or dairy products. VOML vegetarian oriental meal– Oriental style .This is an Chinese style vegetarian meal. It may contain: Vegetables, grains, and fruit. Does not contain: Meat, poultry, fish, seafood, eggs, milk and dairy products FPML fruit platter. For a passenger who prefer a fruit-only meal option. The fruits used is complete additive/preservatives-free. Young traveller BBML baby meal This meal is for infants (ages 0-1). Pre-weaning and post- weaning baby meals such as pureed foods and soup are included. CHML child meal– 2-5 years Meals include sandwiches and fruits, and are soft and easy to chew. It may contain: Pancakes, pasta, breaded chicken / fish fillets, chips, sweets, fruit, etc. Medical / Health Care meals BLML bland or soft meal This is for who prefer light and easily digestible foods which are low in fat and help prevent gastric discomfort. It may contain: Low-fat food items such as boiled meats, soft vegetables, mashed potatoes, milk, dairy products and steamed or poached prepared foods as a cooking style. Does not contain: Fried or fatty foods, nuts, garlic, onions, strong scented spice, pickles and mustard. DBML diabetic meal This meal contains minimal sugar content with an equal balance of proteins, fats, fibre and complex carbohydrates. It may contain: Lean meats, fiber products, fresh vegetables, fruits, bread and cereal will be used. steamed or poached prepared foods as a cooking style. Does not contain: Fried or fatty foods, sugar, syrups, jam, and sweets GFML – Gluten free NO wheat, rye, barley, oats. This meal is for customers on a gluten-free diet. It may contain: Lean meats, fish, rice, dairy products, fresh vegetables and fruit. Does not contain: Wheat and wheat flour, barley, oat and rye-based sauces, soups, breads, crackers, cakes, pastas, sweets, soups, sausages, starch and gravy. NLML Non-Lactose Meal This meal is for customers who cannot consume dairy products. It may contain: Meat, fish, pasta, rice, potatoes, vegetables, and fruit. Does not contain: Milk, yoghurt, cheese, croissants, soft rolls, ice cream, sherbet, pudding, and all other dairy products. LCML low calories meal– High fibers that low fat and low calories. It may contain: Lean meats, low-fat dairy, complex carbohydrates and steamed or poached prepared foods as a cooking style. Does not contain: Fried or fatty foods, sugar, full cream dairy products, fatty meats, sweets, sauces such as mayonnaise, and salad dressing. LSML low salt meal– for passengers with high blood pressure, heart disease, or kidney problems. where no salt is added during preparation. It may contain: Any food which is low in salt. Meal can be flavored with herbs and spices. Does not contain: salt, MSG, baking powder, shellfish, salt-cured meats or fish, gravies, canned vegetables, fish, pickles, and salty cheese LFML – low fat meal. This meal contains limited fat and cholesterol. It may contains: Raw vegetables, lean meats or fish, margarine, low fat dairy products and high-fiber bread or fruits Does not contain: Fried or fatty foods, animal fats, egg yolks, full cream dairy products SFML –Seafood meal eating only fish or seafood

Unit 7 Arrival It is the responsibility of GSA to ensure that arrival passenger are heading toward the right location to either connect to another flight or to proceed to the arrival facilities Arrival Passengers • Transit • Transfer • Arrival passengers Transit Arrive and depart via the same airline / same aircraft the boarding pass are issued at the check-in at departure airport Transfer Immediate connect with same airline but different flight number or with other airline Interline agreements were developed to provide convenience for customers who could only get to their destination via a connection using two different airlines If yes, the airlines will issue boarding passes and check baggage to the final destination. If no, passenger have to go to transfer counter to get a new boarding pass. GSA will wait at the bridge to show a list of connecting flight and gate number. Change of Gauge Air transport is change of aircraft without changing the flight number Arrival passengers • Domestic – go direct to pick-up the luggage • International – pass the immigration and pick-up the luggage • Transit passengers or transfer passenger holding onward boarding passes disembark from arrival aircraft then proceed through the security and to the departure level for boarding the connecting flight • Transfer passengers without onward boarding passes disembark from the aircraft proceeding to the transfer counter to check-in. • After obtaining boarding pass for the connecting flight, going through security and proceed to the departure level to board the connecting flight.

• The passenger’s baggage will be automatically transferred to the connecting flight.

• International arrival passengers disembark and proceed to immigration counter . Collect baggage and proceed to clear and quarantine.

CIQ • Custom – no prohibited items entered and collect tax from the government allowed • Immigration – control movement in and out and prohibited unauthorized person to enter the country • Quarantine – control pests or diseases ,monitor both human and animal’s health condition

Exemption from CIQ • Some countries do not required to go through CIQ when pax traveling from one inter flight to another with immediate connecting and staying in airside area

Location of CIQ facilities international flight or domestic flight • CIQ at one location All international arriving pax are required to go through CIQ at first port of entry (POE)

• CIQ at different location Pax arriving from inter flight with connecting to domestic flights are sometimes required to perform CIQ at different airport , pax pass immigration at first POE and declare custom and quarantine at final destination

CIQ sticker • Departure CIQ • Pax will be given identification sticker to show GSA that they have pass through CIQ from international- ex. CNX, HKT and will transit at BKK to change to international flight. ex; CNX-BKK-NRT Arrival preparation • GSA has to arrange the necessary support to passenger such as parking at remote bay, GSA has to prepare the bus to pick up pax from aircraft. • During rainy weather, GSA has to prepare raincoat or umbrella for pax Arrival manifest • GSA has to rely on flight manifest that show the number of transit/transfer/special handling: includes • WCHR • UMNR • MAAS • Deportee • Pet in cabin

Number of transit passenger Some airline allows transit pax to stay in the cabin or disembark. Passenger who would like to disembark have to arrive at the arrival concourse with their belonging. The airlines will give them a transit card Number of transfer passengers Help the airlines to make preparation to a tight connecting pax or rebook them for a later flight if they missed their connections. Passenger with special need WCHR • GSA have to make arrangement for sufficient wheelchairs to be available upon arrival. • If park at remote bay will prepare a high-lift truck UMNR • GSA will contact um’s parent at destination to confirm ETA and to ensure that they will meet at the arrival hall after GSA escort Um to the arrival hall MAAS • GSA will take extra attention during transit , transfer and arrival. Deportee • GSA has to make contact with immigration office in advance and escort to immigration for further investigation. Pet in cabin • GSA has to notify the quarantine in advance . • GSA has to examine the manifest carefully to look for any pet in cabi Flight arrival When the aircraft stopped. Most airlines ground agent will knock 3 times and thumb up, to give the signal to that the aircraft is ready to open the door GSA received all concerned documents from aircrew: PM, GD , other documents GSA required to be present to make sure that all passenger have disembarked Additional responsibilities Inadmissible passenger on arrival • GSA will be responsibilities for providing assistance for returning flight , making reservation and preparing necessary air ticket Crew assistance • GSA is required to prepare GD and provide a copy for immigration at crew’s channel to assist in crew’s disembarkation Firearms • GSA will be required to assist air marshal to turn in their firearms to custom or the police authority at the a/p Emergencies • Sick passengers or misbehaving passenger • GSA has to contact the authorities to coordinated the required assistance • Key term • CIQ the process that international passengers are required to go through upon arrival at another country • Transit : arrive and immediately depart on the same aircraft • Transfer : arrive with one airline and make an immediate connection to their next or final destination with same airline or with another airline • Meet and assist : those who required help upon departure and arrival

Unit 8

Dangerous Goods Regulations

Chapter outline

1. International DG Regulatory References

• Carriage of Dangerous Goods by Air-Legal Basis • Key International DG Documents • Applicability of IATA DGR • IATA Guidelines to Carriage of DG

2. Restrictions and Limitations

• Forbidden Dangerous Goods • Hidden Dangerous Goods • Dangerous Goods Carried by Pax or Crew

3. Classification, Packing, Marking and Labeling

• Classification of DG • Packing, Marking and Labeling

4. Dangerous Goods Emergency Procedures

• Procedures for PGSAs and Security Screening Personnel • Emergencies and Response • Accident and Incident Reporting

1. International DG Regulatory References

Carriage of Dangerous Goods by Air-Legal Basis

o Airlines use the IATA Dangerous Goods Regulations Manual as a daily reference tool.

o The carriage of DG is managed with strictest compliance with international regulations adopted by the aviation industry o U.N. Committee of Experts (CoE) develops recommended procedures for the transport of all types of dangerous goods except radioactive materials.

o The International Atomic Energy Agency (IAEA) develops recommended procedures for the transport of radioactive materials.

o ICAO and a division of the United Nations, has used these recommendations as the basis for developing the Technical Instructions for the Safe Transport of Dangerous Goods by air, also called ICAO-Technical Instructions (ICAO-T.I.) which codified in Annexes 18

o The IATA (DGR) Dangerous Goods are articles or substances which are capable of posing a risk to health, safety, property or the environment .

IATA DGR applicable to;

• All airlines that are members or members of IATA

• All airlines that are party to IATA interline traffic agreement cargo

• All shippers and agents

• IATA updates the DGR every year based on changes in the U.N.’s recommendations on shipping dangerous goods by air, and any amendments to regulations developed by ICAO

The IATA (DGR) Guidelines to carriage of DG

o The control and management of the carriage of DG clear regulations and guidelines

o All DG are classified so they can be identified for carriage restrictions

• The DGR include a detailed list of dangerous goods specifying the United Nations classification for air transport, as well as conditions for their transport

• Prohibitions on carriage of DG; o Some have been identified as being too dangerous to be carried on any aircraft under any circumstance (ex. grenades, bombs)

o Others are forbidden under normal circumstances but may be carried with specific approval from the states concerned

1. International DG Regulatory References

Some are restricted to be carried or can only be transport on cargo aircraft.

Some can be safely carried on pax aircraft, provided certain requirements based on IATA DGR

The IATA (DGR) Guidelines to carriage of DG (Cont.)

Notification to Pilot-In-Command;

o The pilot-in-command (PIC) must know which goods are onboard the aircraft in order to effectively deal with any emergencies. o The pilot must also convey this information, if possible, to air traffic service to aid in the response of an incident or accident.

The IATA (DGR) Guidelines to carriage of DG (C0nt.)

• Shippers’ Responsibilities Include: ;

• Classification

• Packing

• Labeling

• Marking

• Completion and signature on documentation 2. Restrictions and Limitations

Forbidden Dangerous Goods Any substance that;

• Liable to explode

• Reacts dangerously

• Produces a flame or dangerous evolution of heat

• Emits dangerous toxic, corrosive or flammable gases or vapors Must not be carried on aircrafts under any circumstance and are named as forbidden dangerous goods

Hidden Dangerous Goods

Items in or around our homes and workplaces that have the potential of being a DG when shipped by air;

• PGSA should seek confirmation from pax to prevent DG being loaded onto aircraft or taken onboard • A package that has visible frost or is very cold to touch may contain dry ice • Aerosol spray can may make a rattle sound during handling • Toolbox May contain explosives, compressed gases, aerosols, flammable gases (butane cylinders or torches), flammable adhesives or paints, corrosive liquids (acids or caustic cleaning compounds).

Examples of DG in pax bag are;

• Automobile part: may contain wet batteries, engines, carburetors or fuel tanks that contain fuel, or tire inflation devices with compressed gases • Breathing apparatus: may indicate cylinders or chemical oxygen generators or refrigerated liquefied oxygen • Camping equipment: may contain flammable gases, flammable liquids or solids, • Diagnostic specimens: biological substances are any human or animal material, blood components, tissue and tissue fluids,may contain infectious substances. • Diving equipment (SCUBA): may include air cylinders that contain compressed air or special gas mixture • Frozen food: may be packed in carbon dioxide solid (dry ice) that can adversely affect live animals and humans. If dry ice melt it turn into carbon dioxide gas that can make a person become unconscious or die. Dangerous Goods Carried by Pax or Crew

Pax or Crew : must not carry DG

• As or in checked bag or in carry-on bag • On their person • Even though goods acceptable with approval

PGSA: must be provided with information on;

• General descriptions often used for items in pax bag of hidden DG • DG labels, marking • DG manual carried by pax

3. Classification, Packing, Marking and Labeling

Classification of Dangerous Goods

DG are divided into 9 different hazard classes. Some hazard classes are divided into divisions which indicated be decimal

• Ex. 1.2,or 1.3C and 1.3G can be transported in cargo aircraft only. (CAO) • 1.4S are only type of explosives allowed in pax aircraft • IATA- 3 letter cargo IMP (Interline Message Procedures) the codes are assigned to each class/division to facilitate recognition of the presence of DG on various flight Ex. Cargo manifest, Special Load, Notification to Captain (NOTOC) Classification of Dangerous Goods

1. Explosives: Articles and substances that constitute mass explosion hazard. Divided into 6 divisions, and class 1.4 is subdivided into various group

2. Gases: divided into 3 divisions

3. Flammable liquids

4. Flammable Solids

5. Oxidizing Substances and Organic Peroxides

6. Toxic and/or Infectious Substances

7. Radioactive Material

8. Corrosives

9. Miscellaneous Dangerous Goods Why Is UN Packing Group Important?

The UN specification marks is to determine the packing group to show the degree of protective packaging required.

X, Y and Z will be used to indicate whether the package is appropriate for all 3 packing groups or just 1 packing group Packing, Marking and Labeling

• Packing; Dangerous goods are assigned into 3 packing groups (also known as UN Packing Group) in accordance with the degree of danger they present:

• Packing Group I: high danger

• Packing Group II: medium danger

• Packing Group III: low danger • For radioactive materials, the degree of hazard is expressed as the Transport Index (T.I.), which determine by the radiation level of the complete packages. It shown on the documents, NOTOC, and the package

Marking; DG packages identified with specified markings and special hazard labels to alert the risk in the content

Purpose of marking;

1.Indicate the contents of package.

2.Indicate that the packaging needs to meet approval standard.

3.Provide safe handling and stowage information

4.Indicate the nature of hazard(s).

Marking; two types of marking;

1. Marking to identify the use of particular shipment

• Every DG must be marked with the proper name, the U.N. or I.D. number, full name and address of shipper & consignee

2. Marking to identify the design or a specification of packing

• When U.N. specification is used, the marking must be stamped, printed to provide adequate permanency

Marking; three mandatory of proper markings & labeling;

1. Proper shipping name

2. U.N. (United Nations) or ID Numbers

3. Full name and address of the shipper and consignee

Hazard and Handling Labeling;

Hazard labels: explain classification

Handling labels: need to be handled or loaded in particular manner

4. Dangerous Goods Emergency Procedures

• Procedures for GSAs and Security Screening Personnel

Emergency procedures must be available wherever DG are handled. In accordance with ICAO annex 14 –

Accident & Incident Reporting Accident:

A DGR accident is an occurrence related to the transport of DG that results in fatal or serious injury to a person or serious damage to property

Incident: Any occurrence relating to the transport of DG, which seriously jeopardizes an aircraft or its occupants.

General procedures for DG incident comprise of;

• Notify immediate supervisor and get assistance to assess the degree of danger in the situation • Identify DG by checking the marking & label • Isolate the package by removing other packages or property • Avoid contact with the contents of package

General procedures for DG spillage or leakage of DG

o Isolate spill or leak immediately in all direction. o Keep unauthorized personnel away. o Obtain the identity of the substances involved, and report the spill to appropriate authorities. o Do not touch or walk through the spilled material. o Do not touch damaged containers or spilled material, unless wearing appropriate protective clothing.

Unit 10 Irregular Operations

Introduction Irregular Operations occurs when operations do not proceed as planned affected by many circumstances including Human and Nature factors and will lead to “domino effects” ( subsequent schedule flights on timetable will be affected) Regulatory Basis The Regulatory Basis of flight irregularity situations can be found in: • The Warsaw agreement 1929 • The • The General and Special Conditions for Carriage • Applicable laws • European Union Regulations 261/2004 • United States DOT Part250 (Outbound U.S. and Over sale only) Flight Irregularity Situations

• Delay • Missed connection • Flight interruption • Diversion • Return to ramp • Cancellation • False confirmation of reservation/ schedule change • False information on check-in deadline time • Over sale

Delay – A flight is delayed when • The actual departure is later than schedule (Outbound) • The actual arrival is later than schedule (Inbound) Missed connection –A passenger is unable to reach his connecting flight because of the late arrival of inbound flight. Flight interruption occurs when a flight os cancelled after having landed at • A schedule transit station or • A diversion station

Diversion occurs when a flight is airborne and • Lands at an airport that is not schedule for this flight • Land again at the originating airport

Return to ramp - A flight returns to the gate after being off-blocks but prior to take- off.

Cancellation- A flight is not operate at all under that flight number Options consider when handling irregularity events Delayed flight : Reschedule the departure time Cancel the affected flight : remove the flight from the time table .This option in case of severe that cannot be fixed in reasonable time Change the aircraft :if mechanical problem can’t be fixed quickly and airline has another aircraft available

Flight delay and Cancellation Flight Delay : refers to a flight being unable to depart at its schedule time

The reason causing are 2 categories 1.Controllable delay

2. Uncontrollable delay • Technical reasons :Mechanical problems during turnaround time ( Ex; BKK- CNX-BKK) • Changing of aircraft: May cause to gate change : crew relocated baggage and catering unloaded and reloaded • Oversold: If all pax come to check in ,will result in travel delays to affected passenger

• Rescheduling of crew: If exceeding to working hours, should change the crew or delay the flight . • Industrial action: Airline employee are on strikes

Uncontrollable delay

- Diversion – Have to stop somewhere that is unplanned to stop

- Weather diversion : Bad weather and divert to wait somewhere first

- Fuel diversion :Related to weather condition

- Passenger diversion :Sick or injured

- Security diversion :Hijacking or bomb threat

- Emergency diversion :Aircraft has mechanical problems Air Traffic Control delay :Happen in peak period , airport has scheduled more arrival flights Airport facilities :Computer or power outage and inoperative handling systems Weather conditions – fog, snow, heavy rain, typhoons, hurricane, volcanoes, wind directions Flight cancellations usually occurs due to Weather conditions Typhoons or closure to airport or air space volcanic ash

Maintenance issue Shortage of operating aircraft

Industrial actions Pilots and flight crew refuse for duty

Misconnection passenger The airline should offer alternative flights may be with other airline and provide accommodation , meals and transportation

Denied Boarding Passenger (DNB) The airline refuses to allow pax board the flight even though you have no health, safety or security risk to the air carrier and you arrived at the airport with; • a confirmed reservation; • the travel documentation required to complete your journey; • sufficient time to complete check-in, security and boarding procedures.

Handling of denied boarding There are two type of denied boarding:

1. Voluntary denied : agree to give up seat 2. Involuntary denied : if your air carrier refuses to allow you board your flight a confirmed reservation

Irregular Operations (IROP) Handling Airline are always committed to ensure the transportation to pax by Carriage by another flight or Ground transportation The airline is obliged to Pass on info regarding the flight to pax as early as possible Inform each pax about his rights When a flight is delayed cancelled or re-routed GSA have to rebooking and notify to pax And onward carrier

Compensation and Amenities • Meals or accommodation and transportation if needed

• Travel credits :can use to purchase tickets from issuing airline for future

• Cash : some airlines use MCO miscellaneous charge order ( a coupon offer to pax that can redeem for cash as a value indicated on the coupon ) Other amenities - Stopover paid by a carrier voucher for layover flight - Accommodation voucher - Snack box - Meal voucher - Delay verification as proof of uncontrollable absence from work or school or make insurance claim - Additional compensation requests Alternate flight options Airline will transfer to other airline with agreement. In this case the ticket endorsement is required Endorsement: is a proof that the issuing airline has agree to pay the value of the ticket to the airline which the passenger has been transferred Paper ticket – Endorsement Endorsement Stamp – transfer pax to other airline – “Endorsed to Airline …” E-ticket – Push Control Push control of the ticket to receiving airlines through DCS Flight Interruption Manifest (FIM) Is an accountable documents that can serve as an in case tickets are VA LID (CA RRIER) O N LY NON –ENDORSABLE NON-REROUTE and/or NONREFUNDABLE Valid (carrier) only, non-endorsable, non-end tickets – not valid on any other airlines Non-reroute ticket – ticket itineraries can not be changed Non-refundable ticket – not able to cash back The FIM has 2 formats Ticket sized – upto 5 pax, A4 paper sized – upto 25 pax

A FIM is designed to provide all info between the interrupted airline a new Carrier accepting the delayed pax. A FIM is used as evidence that the original carrier has transferred its passengers to a receiving carrier Handling of special scenario Computer outages GSA at check-in will do manual check-in by writing boarding pass • Flight number • Date of flight • Destination • Passenger’s name • A list of pax’s name • Passport info • Baggage tag • Special service SSR code • Boarding gate GSA prepare a manual seat map • Provide basic details for crew

• After computer system returns to normal GSA have to check-in all info collected include baggage tag number

• Every detail computerized , so ticket do not remain open mileage can be credited Bomb treat GSA has to keep record of the call. Try to get more information • What will cause the bomb to explode? • Where is the bomb located? • Is it on a plane? • What is the flight number? • What type of bomb is it? • Why are you doing this? • Who are you? • What is your phone no. and address incase we got disconnected?

• Then report to superior , dispatcher, the airline’s security department , and law enforcement

• If call is received when aircraft on ground, passengers and belongings and checked baggage should be deplaned and do security process

• If call received en route ,PIC will be notified , land at the nearest airport and the country’s authorities. Medical emergencies In case of seriously sick or injured and need emergency landing , pilot advise GSA to make necessary arrangements to have medical person to attend. GSA should confirmed medical person and equipment to be ready.

If passengers request medical prior the flight , GSA will need to make the necessary equipment for the passenger by contacting airport clinic Suspected death GSA are required to make immediate arrangements to have medical service meet the aircraft . GSA coordinate with the flight crew to allow medical team to attend the pax before other pax are allowed to disembark • Key term • Diversion : when an aircraft is flying to an airport that is not within the flight plan • Endorsement : is a proof that a ticket-issuing airline has agreed to pay the value of the ticket to airline to which a passenger has been transferred due to irregular operations • Upgrade : when a lower class of a flight is oversold , causing the airline to upgrade the passengers • Downgrade : when an upper class of a flight is oversold ,airline move passenger to the lower class • Controllable delay : a mainly cause by human factors , therefore are considered the fault of the airline

• Uncontrollable delay: are cause by uncontroll cause by such as weather condition • Class assignment • Search from the website to find the compensation of the airline is case of flight delay.

References • Colin C. Law and Mary R. Doerflein (2014) Introduction to Airline Ground Service.Cengage Learning Asia Pte.Ltd. Singapore. • International Aviation Training Program.(2012). Introduction to the Airline Industry. Canada: International Air Transport Association: Author. • http://www.englishaec.com/wp- content/uploads/2013/10/%E0%B8%84%E0%B8%B3%E0%B8%84%E0%B8% A1%E0%B8%A0%E0%B8%B2%E0%B8%A9%E0%B8%B2%E0%B8%AD% E0%B8%B1%E0%B8%87%E0%B8%81%E0%B8%A4%E0%B8%A9%E0%B 8%AA%E0%B8%B1%E0%B9%89%E0%B8%99.jpg

Passenger Ground Services, IATA Course (2015)

Colin C. Law and Mary R. Doerflein (2014) Introduction to Airline Ground Service.Cengage Learning Asia Pte.Ltd. Singapore. International Aviation Training Program.(2012). Introduction to the Airline Industry. Canada: International Air Transport Association: Author. http://www.wordsonimages.com/pics/60756-o.jpg http://i2.wp.com/www.notegazine.com/wp-content/uploads/2014/08/08-21-02.gif http://www.glutenfreejetset.com/wp-content/uploads/2015/02/EtihadAirways-3.jpg https://farm4.staticflickr.com/3908/14424861511_991051634c_c.jpg http://air-ddf.kxcdn.com/wp-content/uploads/2014/05/140501-QatarA320Hamad- 01.jpg http://media.nbcdfw.com/images/1200*675/qantas-a380-dfw-10.jpg

• Colin C. Law and Mary R. Doerflein (2014) Introduction to Airline Ground Service.Cengage Learning Asia Pte.Ltd. Singapore. • International Aviation Training Program.(2012). Introduction to the Airline Industry. Canada: International Air Transport Association: Author. • http://www.wordsonimages.com/pics/60756-o.jpg • http://i2.wp.com/www.notegazine.com/wp-content/uploads/2014/08/08-21- 02.gif • http://www.glutenfreejetset.com/wp- content/uploads/2015/02/EtihadAirways-3.jpg http://www.engisfun.com/wp- content/uploads/2013/06/%E0%B8%84%E0%B8%B3%E0%B8%84%E0%B8%A 1%E0%B8%A0%E0%B8%B2%E0%B8%A9%E0%B8%B2%E0%B8%AD%E0% B8%B1%E0%B8%87%E0%B8%81%E0%B8%A4%E0%B8%A9%E0%B8%AA %E0%B8%B1%E0%B9%89%E0%B8%99-1.jpg http://41.media.tumblr.com/1fbb65936a31e790f502a91db82aa94c/tumblr_mtdx1fx j9z1rh1wv4o1_500.jpg http://www.dailymail.co.uk/travel/travel_news/article-2757594/The-best-First- Class-airline-seats-world-revealed-REALLY-sell-for.html http://www.vinabooking.com.vn/images/post/2014/10/04/12/145/singapore- airlines.jpg