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 Page ii Amendment 6 – January 09th 2019 AIR CREEBEC INC. – PASSENGER SERVICE MANUAL 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 Page iii Amendment 13 –December 12th 2019 AIR CREEBEC INC. – PASSENGER SERVICE MANUAL 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 Page iv Amendment 13 – December 12th 2019 AIR CREEBEC INC. – PASSENGER SERVICE MANUAL 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 Page v Amendment 13 –December 12th 2019 AIR CREEBEC INC. – PASSENGER SERVICE MANUAL 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 ...........................................................................................................................