Basic Passenger Handling Seminar PDF

BASIC PASSENGER HANDLING SEMINAR
Basic
Passenger
handling
seminar
G.H. / TRAINING DEPARTMENT / KC / UPDATED MAR 2013
G.H. / TRAINING DEPARTMENT / KC / UPDATED MAR 2013
TABLE OF CONTENTS
BRIEF HISTORY............................................................................................................ I-III
PHONETIC ALPHABET ....................................................................................................... 1
ACCEPTING OUR CUSTOMERS FOR A FLIGHT / PREPARATION FOR THE CHECK-IN ............. 3
GREETING THE CUSTOMER .............................................................................................. 4
TICKET / WHAT IS A TICKET / WHAT DOES A TICKET LOOK LIKE /FRONT PAGE ................. 5
OTHER PAGES CONTAINING INFORMATION / AUDIT COUPON / AGENTS COUPON ............. 6
FLIGHT COUPONS / PASSENGER COUPON ...................................................................... 7-8
ATB TYPE TICKETS ........................................................................................................... 9
ELECTRONIC TICKETING ............................................................................................ 10-11
DO CHILDREN AND INFANTS REQUIRE A TICKET? / TICKET FOR EXTRA SEATS .................13
EXPLANATION OF BOXES / NAME OF PASSENGER .............................................................14
FROM AND TO BOXES CARRIER BOX / FLIGHT BOX / CLASS BOX .....................................15
DATE BOX / TIME BOX / STATUS BOX / STATUS BOX........................................................16
BAGGAGE ALLOWANCE BOX / CONJUNCTION TICKET(S)...................................................17
THE BOOKING REFERENCE BOX / FARE BOX / TAX BOX ...................................................17
ATHENS AIRPORT TAXES .................................................................................................18
READING A TICKET .........................................................................................................19
REVALIDATION STICKER / MISCELLANEOUS CHARGES ORDER (MCO) ...............................20
FLIGHT INTERRUPTION MANIFEST (FIM) .........................................................................21
DOCUMENTATION CHECK / TRAVEL DOCUMENT CHECK / PASSPORT ................................23
MACHINE READABLE PASSPORTS / BIOMETRIC PASSPORT / TYPES OF PASSPORTS ...........24
OTHER TRAVEL DOCUMENTS / ALIEN RESIDENTS / VISA ..................................................25
SEVEN MAJOR STEPS FOR TRAVEL DOCUMENTS CHECK / FORGED DOCUMENTS .......... 26-28
SCHENGEN STATES .........................................................................................................29
SCHENGEN VISA / ENTRY - EXIT VISA STAMPS .................................................................30
COUNCIL OF EUROPE / SOME COMMON COUNCIL OF EUROPE PASSPORTS .................. 32-33
OTHER COMMON USED PASSPORTS............................................................................ ....33
SPECIAL PASSPORTS .......................................................................................................34
OTHER VISAS & STAMPS..................................................................................................35
APIS / VISA WAIVER PROGRAM ......................................................................................36
ESTA........................................................................ ......................................................37
SUMMARY
..................................................................................................................75
CHECKING THE BAGGAGE / BAGGAGE ACCEPTANCE .........................................................39
CHECKED BAGGAGE ................................................................................................... 39-40
POOLING BAGGAGE .........................................................................................................40
UNCHECKED BAGGAGE ....................................................................................................41
NEW UE SECURITY MEASURES.........................................................................................42
SPECIAL BAGGAGE ..........................................................................................................43
DEPARTING AIRPORT / SECURITY / IMMIGRATION (PASSPORT CONTROL) / CUSTOMS .....44
PUBLIC ADDRESS ............................................................................................................44
GATE PROCEDURES / BOARDING .....................................................................................45
TRANSIT AIRPORT PROCEDURES .....................................................................................46
G.H. / TRAINING DEPARTMENT / KC / MAR 2013
- i-
ARRIVAL AT DESTINATION / HEALTH CHECKS ..................................................................46

IMMIGRATION / BAGGAGE RECLAIM / CUSTOMS / ARRIVALS HALL ...................................47
CUSTOMERS REQUIRING SPECIAL SERVICE AT DEPARTURE .............................................48
DISABLED PASSENGERS ..................................................................................................48
DEAF / BLIND PASSENGERS .............................................................................................49
EXPECTANT MOTHERS (PREGNANT) / UNACCOMPANIED MINOR (UM)...............................49
YOUNG PASSENGERS (YP) / INFANTS / CHILD / SHIPS CREW / FREQUENT TRAVELERS .....50
CIP / VIP
..................................................................................................................51
DEPORTEE / INADMISSIBLE / UNRULY PASSENGERS ........................................................52
TRANSIT / TRANSFER - CONNECTING PASSENGER ...........................................................52
FLIGHT ARRIVAL .............................................................................................................53
POST DEPARTURE MESSAGES ..........................................................................................54
- ii -
Brief History
In expectation of the liberalization of the Air Transport which followed by the
1996 EU Directive Access on Ground Handling at Community Airports,
Goldair Handling SA was established by the Athens-based Goldair Group in
April 1992 to provide airport ground handling services in Greece.
Goldair Handling was initially activated at Athens Airport on March 16, 1998
offering Passenger Handling Services after a successful bid to the tender
launched by the Hellenic Civil Aviation Authority.
In early December 1998 an application was filed for full ground handling
services at Athens Airport, in accordance to the existing legislation at that time
(EU Directive No. 96/97 and the Presidential Decree No. 285/98 harmonizing
the Greek legislation to the said EU Directive).
On December 30, 1998 the Minister of Transport approved the Basic Ground
Handling Regulation and consequently Goldair Handlings application was
supplemented in order to meet the new requirements described thereto.
Under the provisions of the Basic Ground Handling Regulation, Goldair
Handling continued offering the Passenger Handling Services awaiting the
Hellenic Civil Aviation Authority (HCCA) recommendation and the Ministry of
Transports approval under the new legislation.
After a lengthy and thorough examination of our companys application by the
HCAA and a subsequent recommendation, the Minister of Transport granted
the approval on April 23, 1999 and Goldair Handling was activated in the Ramp
Handling on May 15, 1999.
Goldair Handling obtained the license for the full handling services at Heraklion
Airport at March 15, 2001 and for the full handling services at Thessaloniki
Airport at January 06, 2002 and full handling services at Rhodes and Corfu at
May 01 2005.
The operation of our Cargo Terminal at new Athens International Airport, by
Goldair Handling since March 28, 2001 had completed the wide range of
ground handling services offered.
Certifications
Goldair Handling has become the first ISAGO registered provider in Greece.
The Companys Quality System is certified according to ISO9001:2008.
Furthermore the Environmental Management System is certified according to
ISO14001:2004. Our Quality System is based on continuous monitoring and
analysis of key performance indicators using the AHM804 IATA System for
Performance Measurement of Service Delivery Standards.
Goldair Handlings milestones
April 1992 Foundation of Goldair Handling SA

November 1997 Activation of Goldair Handling SA
March 1998 Passenger Handling Services at Athens Hellinikon, Airport (ATH)
May 1999 Ramp Handling Services at Athens, Hellinikon, Airport (ATH)
July 1999 Cargo Terminal Services at Athens, Hellinikon, Airport (ATH)
July 1999 Cargo Terminal Services at Thessaloniki Airport (SKG)
July 1999 Passenger Handling Services at Thessaloniki Airport (SKG)
March 2001 Passenger and Ramp Handling Services at Heraklion Airport
(HER)
March 2001 Certification for Quality and Environmental Management System
(ISO 9001:2000 and ISO 14001)
March 2001 Commencement of Passenger, Ramp and Cargo Terminal
Services at the new Athens Airport (ATH)
January 2002 Ramp Handling Services at Thessaloniki Airport (SKG)
May 2005 Passenger and Ramp Handling at Rhodes Airport (RHO)
May 2005 Passenger and Ramp Handling at Corfu Airport (CFU)
May 2008 Passenger and Ramp Handling at Larnaca (LCA) and Paphos (PFO)
Airports
May 2010 Passenger and Ramp Handling at Chania (CHQ), Kos (KGS),
Kefalonia (EFL), Zakynthos (ZTH), Santorini (JTR) and Mykonos (JMK) Airports
Nov 2010 Passenger and Ramp Handling at Sofia (SOF) Airport
Feb 2012 Passenger and Ramp Handling at Samos (SMI), Mytilini (MJT),
Chios (JKH), Kavala (KVA), Skiathos (JSI), Aktion Preveza (PVK), Kalamata
(KLX), Karpathos (AOK), Araxos (GPA), Limnos (LXS), Nea Anchialos Volos
(VOL), Alexandroupolis (AXD), Ioannina (IOA), Paros (PAS), and Skiros (SKU)
Airports.
Apr 2012 at Burgas (GOJ) Airport
.
II
PHONETIC ALPHABET
Where the spelling of single letters or whole words is necessary a phonetic
alphabet is being used.
A
ALFA
BRAVO
CHARLIE
DELTA
ECHO
FOXTROTT
GOLF
HOTEL
INDIA
JULIET
KILO
LIMA
MIKE
NOVEMBER
OSCAR
PAPA
QUEBEC
ROMEO
SIERRA
TANGO
UNIFORM
VICTOR
WHISKEY
X-RAY
YANKEE
ZULU
ACCEPTING OUR CUSTOMERS FOR A FLIGHT

PREPARATION FOR THE CHECK-IN
To present a truly professional image, you must take pride in your work areas.
You are the host. Your first step is to prepare yourself and your check-in area to
accept your guests.
Is your uniform being worth to GOLDAIR HANDLING standards?
Is your check-in area neat and tidy?
Do you have all the necessary paperwork for the flight?
Be aware of the latest information about your flight. Make sure you attend a
briefing with your colleagues, before opening the check-in desk to accept
passengers. Briefings are important part of the professional process. Ask
questions to clarify your duties, as this is when you will be assigned your
tasks and when you will be advised about the passengers you will meet very
shortly. You will need to know about the joining passenger load you are expecting.
Some of these passengers will require extra special attention.
GREETING THE CUSTOMER

Every passenger who approaches the desk deserves your undivided attention. If
you are having a chat with a colleague, break away as our customers always come
first. Think about how you are standing and sitting. Do you look relaxed, friendly
and welcoming?
Be professional.
Make sure you are polite and helpful.
Try to use passengers name during the conversation.
Make sure you have all the information you need before check-in.
Make sure you follow all the safety and security procedures.
Give all the information that passenger needs.
HERE ARE SOME TIPS

Good morning sir, may
I have your ticket and
passport please?
Look directly at the passenger and smile
Once you have the passengers ticket and passport, you also have the customers
name. Use it if you can from now on even if it is difficult. It would probably be
nice to use it at the end when you wish the passenger a pleasant flight.
Remember the passenger will be flattered if you use their name.
These will help you when you make the check-in entries into the computer.
Where is your final destination to day?
Is this your baggage?
Would you place your baggage on the scales
Do you prefer a window or an aisle seat?
Returning the ticket:
I have checked two suitcases for you to London
(indicate both baggage slips)
This is your boarding pass.
The boarding time is 1pm (indicate on boarding card).
You will depart from gate 11 (indicate on boarding card)
Have a nice flight, Mr. Smith
(If the flight is delayed, it is necessary to inform the passenger immediately.)
TICKET
What is a ticket?
A ticket is a contract between the airline or charterer and the customer.
A confirmation of booking and payment.
A receipt and record of a journey.
A form of advance payment.
An accountable document.
Tickets may be issued by an airline or approved travel agent.
May be handwritten or printed by machine.
May be interchanged with other airlines according to fare basis and
applicable restrictions.
May only be used by the customer named on the ticket. It cannot be
transferred to anyone else.
What does a ticket look like?

Each ticket is made up of a number of pages, some of the pages contain
information for the customer and some contain the flight details. The pages
that contain the flight details are called COUPONS and they are
detachable.
All tickets comprise of the following:
FRONT PAGE
This shows the airline that issued the ticket and will have the words
P ASSENGER TI CK ET AND BAGGAGE CHECK written on it. It will also show
the ticket number, which is printed on every page throughout the ticket.
All I A T A member airlines, have an I A T A form number, which the ticket
numbers begin with. They also have a two-letter code
I A T A is the International Air Transport Association.

I C A O is the International Civil Aviation Organization.
OTHER PAGES CONTAINING INFORMATION

Conditions of contract
Reconfirmation
Overbooking
Dangerous Articles in Baggage
Notice of baggage liability limitations
AUDIT COUPON (green)
This is the top coupon. All information is either printed or written on to this
coupon by the sales agent. This and the following coupons, except the passenger
coupon, are usually carbon backed, which means that all the details are copied
throughout. The sales agent removes this coupon from the ticket at the time of
ticket issue and sends it to the accounts department. If you see a green audit
coupon in a ticket, its not acceptable for travel. You should remove it and pass it
on to the ticket desk.
AGENTS COUPON (pink)

This coupon is removed at the same time as the green one and is kept on file by
the office that issues the ticket. Again it is not acceptable for travel. If you find
one, remove it and pass it on to the ticket desk.
FLIGHT COUPONS
The flight coupons are used for passenger travel. Some tickets have two flight
coupons and some four-flight coupons. A heavy black edging around the
destination box clearly indicates the sector for which each flight coupon is valid. It
is from the flight coupons that airlines earn money. You would remove this
coupon when the passenger checks-in and give them a boarding card in return.
The flight coupons are numbered and must be issued in sequence. If one of the
coupons is not required would be void. This is removed along with the audit and
agent coupon at time of ticket issue. If you discover a void coupon remove it in
addition to the flight coupon you need, and pass it on to the ticket desk.
Flight coupon No. 1
Flight coupon No. 2
Flight coupon No. 3
Flight coupon No. 4
Passenger coupon
ATB TYPE TICKETS

The ATB tickets will increasingly replace conventional tickets. The largest portion
of the ticket contains all the flight details and is called the FLIGHT COUPON.
The smaller detachable portion, called the BOARDING PASS contains all the
boarding details. The flight coupon will be kept by you when you check the
passenger in and the boarding pass will be returned to be used by the passenger
to board the aircraft. A separate card is issued for each sector of the journey.
A Passenger Receipt Coupon is also issued plus the Audit and Agent coupons.
ELECTRONIC TICKETING (ETKT)

General information
Electronic ticketing is a method to document the sale and track usage of
passenger transportation/electronic ticket, without requiring the issuance of paper
value documents. A historical record of each ticketing transaction is maintained on
the ETKT record.
Definitions
ELECTRONIC COUPON means an electronic flight coupon or other value document

held in Carriers database.
ELECTRONIC TICKET (ET) means the itinerary/receipt issued by or on behalf of
Carrier, the electronic coupons and, if applicable a boarding document.

ITINERARY/RECEIPT means a document or documents forming part of the
Electronic Ticket which contains the information and notices required (for
example, passenger name, itinerary, fare, etc.).
TICKET means either the document passenger Ticket and Baggage check or the
Electronic Ticket, in each case issued by or on behalf of Carrier and including
conditions of contract, notices and the coupons contained in it.
VALIDATING CARRIER means the issuing airline whose numeric airline code is
reflected in the electronic transaction for the flight/value coupon(s). The Validating
Carrier shall be the controlling and authorizing entity for the Electronic Ticketing
transactions.
Usage
An electronic ticket is used in exactly the same way as a paper ticket. However,
instead of processing a paper document, all the data relating to the passengers
itinerary, fare, class, payment, etc., is stored in an ET record in the database of
the Validating Carrier.
Coupon Status Indicators
A coupon status indicator appears against each flight coupon.
These codes must not be confused with the reservations status codes.
These codes are used to show if the Electronic Ticket is open for use, checked-in,
boarded, used, exchanged, refunded etc.
Passenger receipt
In all cases, an itinerary receipt or ATB passenger receipt must be given to the
passenger. In addition, the passenger should be given a copy of the Notices with
respect to the Warsaw Convention.
(Warsaw Convention: Convention for the unification of Certain Rules Relating to

International Carriage by Air, Signed at Warsaw on 12 October 1929).
Passenger Identification
It is necessary to advise the passenger that an acceptable form of identification
must be presented at check-in. The acceptable forms of identification are:
A passport or a National Identity Card.
The credit card used to purchase the ticket (if applicable).
10
11
12
DO CHILDREN AND INFANTS REQUIRE A TICKET?

The answer is YES.
Only one customer may travel per ticket, i.e. children and infants require their own.
CHILDREN Aged from two years but under the age of 12 years pay a percentage of
the applicable fare and are entitled to a seat.
INFANTS under two years of age normally pay 10% of the applicable adult fare for
which they receive NO SEAT. Only one infant can travel with the adult.
IMPORTANT NOTE:
An extra ticket is also required if a passenger needs a second seat for comfort
purposes or for other load on passengers seat. E.g. corpulent person, cello, etc.
13
EXPLANATION OF BOXES
NAME OF PASSENGER
As soon as you open the ticket, look for the name of the customer. The
customers name is normally written in the format of surname or family name first
followed by an oblique then first name and titles.
The name box has NOT TRANSFERABLE printed in, meaning that only the person
named on the ticket may use it.
Some titles you may see are:
MR, MRS, MSTR, MISS, LADY, LORD, REV, SIR, CAPT, DR, PROF
You may see the following after a childs or an infants name:
INF
-Infant
UM08
-Unaccompanied Minor
YP14
-Unaccompanied Young Flyer followed by their age
CHD04 or CHILD04
-Child ticket followed by age
14
FROM and TO BOXES

The destinations are written out in full. However, if a destination is served by
more than one airport, the name or code of the airport will also be included.
For example London Heathrow or London LHR.
When a customer arrives at one airport in a city and departs from another in the
same city, both airport names must be clearly recorded. This can be done in one
of two ways:
CARRIER BOX
This box tells us which airline our customer is travelling on. All airlines have either
codes made up of two letters or one number and one letter.
E.g. BA-British Airways, AA-American Airlines, MA-Malev, A3-Aegean Airlines.
FLIGHT / CLASS BOX
Once you have identified the airline they are travelling on, the next box tells you
which flight no and the class your customer is travelling in.
We need to know which class the customer is travelling as this helps us direct
passengers to the correct check-in desk and check him in into the correct class.
Generally
F
stands for first class.
C
and D
stands for business class.
Y
and M
stands for economy class.
J
stands for business class on intercontinental flights.
Airlines do not necessarily use the same booking classes.
15
DATE BOX
The date boxes are filled out in a standard format. The date of departure followed
by a three letter code for the month.
JANJanuary
APRApril
JULJuly
OCTOctober
FEBFebruary
MAYMay
AUGAugust
NOVNovember
MARMarch
JUNJune
SEPSeptember
DECDecember
TIME BOX
This box contains the flight departure time using the 24 hour clock.
E.g. 8.30pm would be shown as 2030.
The 24 hour clock is not commonly used in the USA and they indicate the time of
day by a letter after the time.
A Means AM
P Means PM
N Means Noon
M Means Midnight
STATUS BOX
This shows our customer reservations status at the time the ticket was issued.
The following codes will appear:
OK
CONFI R M ED SP ACE
The customer has a confirmed seat on this flight.
RQ or W L R EQUEST or W AI TI NG LI ST
On this flight the customer is either waitlisted or reply had not been received from
the airline at the time the ticket was issued. This is also known as space requested
but not confirmed.
NS
NO SEAT
SA
SP ACE AVAI LABLE
The customer, an infant, will not be occupying a seat.

This is used whenever the fare prohibits advance reservations.
E.g. Airline staff traveling on a subject to space ticket.
16
ALLOW BOX
The price of an airline ticket includes not only transportation for the passenger,
but for personal baggage as well. While actually paid for as part of the
passenger's ticket, the amount of baggage permitted is called "Free Baggage
Allowance".
In general, the free baggage allowance is expressed in one of two ways.
The "weight concept
The "piece concept
CONJUCTION TICKET (S)

THE BOOKING REFERENCE BOX
Conjunction ticket(s)
182 4488837620/1
This may contain six characters, which represent the PNR (Passenger Name
Record). This may be followed by an oblique (/) followed by the two letter airline
code which indicates the airline where the PNR originated.
FARE BOX
The fare box shows the fare paid by the customer. This will always be shown in
the local currency where the journey commenced. All countries have two letter
codes. All currencies have three letter codes. The two-letter country code,
followed by the first letter of the name of the currency of that country.
E.g. GB Great Britain. Their currency is called Pounds.
The currency code is GBP.
US United states. Their currency is called Dollars.
The currency code is USD.
EU European Union. The currency is called Euro but
The currency code is EUR (European Union Rate).
TAX BOX
This is completed when the airline is required to collect a tax on behalf of the
government. They are different types of taxes, which the issuing office may have
to collect.
17
ATHENS AIRPORT TAXES

Passengers travelling within EEA (European Economic Area) memberstates,
airport taxes in Euros are:
GR
12 (Greek airport development charge)
WP 15,15 (Passenger terminal facilities charge)
WQ 5 (Security charge)
Passengers travelling outside EEA (European Economic Area) memberstates,
airport taxes in Euros are:
GR
22 (Greek airport development charge)
WP 15,15 (Passenger terminal facilities charge)
WQ 5 (Security charge)
Taxes exemptions:
Children under 5 years and transfer passengers are exempted from the GR tax
(Greek airport development charge).
Infants (under 2 years) and tickets for Extra seats for passengers own use or
dead load are free of airport taxes.
EEA (European Economic Area) members:
Austria
Czech Rep.
France
Iceland
Liechtenstein
Netherlands
Romania
Sweden
Belgium
Denmark
Germany
Ireland (Rep.)
Lithuania
Norway
Slovak Rep.
United Kingdom
Bulgaria
Estonia
Greece
Italy
Luxembourg
Poland
Slovenia
Cyprus
Finland
Hungary
Latvia
Malta
Portugal
Spain
NOTE:
For all the other Greek Airports apply all the above except WP and WQ taxes.
EU (European Union) members:
Austria
Czech Rep.
France
Ireland (Rep.)
Luxembourg
Portugal
Spain
Belgium
Denmark
Germany
Italy
Malta
Romania
Sweden
Bulgaria
Estonia
Greece
Latvia
Netherlands
Slovak Rep.
United Kingdom
Cyprus
Finland
Hungary
Lithuania
Poland
Slovenia
18
READING A TICKET
1)
What is the customers name?
2)
On which flight is the customer travelling?
3)
What is the status of the flight?
4)
What is the baggage free allowance?
5)
To which class of service is the customer entitled?
6)
Where is the customer going?
7)
What is the customers PNR?
8)
What time does the flight depart?
9)
How did he pay for his ticket?
10)
How much did he pay for this ticket?
19
REVALIDATON STICKER
If a passenger decides to change his reservation, the ticket can be revalidated
using a reservations alternation sticker. The new flight details are written on the
sticker and attached to the ticket in the appropriate place.
THE MISCELLANEOUS CHARGES ORDER

They are vouchers that may be used to pay for a variety of services. E.g., airline
tickets, excess baggage, hotel accommodation. It may be useful to think of them
as receipts for money that has been paid to the Airline for extra services. On the
MCOs there is no mention of Passenger Ticket and baggage check therefore it
must not be exchanged for a boarding pass at check-in.
20
FLIGHT INTERRUPTION MANIFEST (FIM)

A Flight Interruption Manifest is used when a passenger doesnt have a valid flight
coupon for the onward transportation to the place where he originally wanted to
fly to.
The flight Interruption Manifest has to be validated from the delivering and
receiving carrier.
The flight Interruption Manifest is a transportation document, which can be used
for one and more passengers. It is a contractual agreement (IATA resolution)
between two airlines.
A Flight Interruption Manifest is issued by the delivering carrier and accepted by
the receiving carrier at check-in.
21
22
DOCUMANTATION CHECK
and
or
By asking for the passengers ticket and passport, you can check that the name on
the ticket is the same as the name on the passport. We can only accept
passengers for travel with the same name on their ticket and on their passport.
TRAVEL DOCUMENT CHECK
Both at the time of departure and upon arrival, passengers are confronted with
travel document controls and most of us accept this as being a standard check
procedure.
The most common travel documents are Passports and Identity cards.
Passports:
Identity cards:
Travel documents, which are in principle valid for all the

countries of the world.
Travel documents, which are valid for a specific group of
countries.
PASSPORT
A passport is a formal identity document or certification issued by a national
government to nationals of a particular state, or to alien residence. (mostly
stateless persons) of the issuance country, and requests permission, in the name
of the sovereign or government of the issuing country, for the bearer to be
permitted to enter and pass through other countries. Passports are connected with
the right of legal protection abroad and the right to enter one's country of
nationality. Passports usually contain the holder's photograph, signature, date of
birth, nationality, and sometimes other means of individual identification.
A passport is usually necessary for international travel, as it normally needs to be
shown at a country's border, although there exist agreements whereby the
citizens of some countries can enter some other countries with other identity
documents. It may be stamped or sealed with visas issued by the host country
authorising entry.
As identifying documents, passports are frequent subjects of theft and forgery.
23
Machine readable passports:

They have a standardised presentation, bearing
a zone where some of the information otherwise
written in textual form is written as strings of
alphanumeric characters, printed in a manner
suitable for optical character recognition that
is, reading by a machine. This enables border
controllers and other law enforcement agents to
process such passports quickly.
Biometric Passport
Biometric passports with RFID (Radio frequency
identification) Chips will carry supplemental
information about the bearer, in a digitised form.
The passports critical information is stored on a
tiny computer chip, much like information stored
on smartcards. Like some smartcards, the
passport book design calls for an embedded
contactless chip that is able to hold digital
signature data to ensure the integrity of the
passport and the biometric data.
Symbol for biometric Passports, usually printed on
the Cover of the Passports.
TYPES OF PASSPORTS
Besides normal passports
there are also:
1.
2.
3.
4.
5.
6.
Aliens passports
Childrens identity cards
Diplomatic or consular passports / Official, special or service passports.
International Red Cross passports, Laissez-Passer issued by the UN, etc.
Joint passports (family passports)
Temporary/Emergency passport
24
OTHER TRAVEL DOCUMENTS

There are other travel documents which may not always have the same legal
effect as passports, and are valid only for limited countries and purposes. Such
travel documents may be identification cards, travel certificates, military I/D cards,
seamen discharge books and records, affidavits, etc.
ALIEN RESIDENTS
Are nationals who have taken up official residence (either permanent or
temporary) in a country other than their nationality. Proof of alien residency may
appear in the in the form of a stamp in the national passport, a separate
document or an identity card.
VISA
An entry in a passport or other travel document made by a (consular) official of a
government to indicate that the bearer has been granted authority to enter or reenter the country concerned.
Nationality:
A persons nationality can be established by checking the specific information
under nationality or national status in his travel document (e.g. passport or
national identity card). In general the permission to enter a country without visa is
based on nationality and not the country which issued his travel document.
Dual nationality:
A person may be a national or citizen of two (or more) countries and may
therefore hold more than one passport or any other travel document.
25
SEVEN MAJOR STEPS FOR TRAVEL DOCUMENTS CHECK

1) Name on the ticket and passport or ID card match. much.
2) Details on passport (I D) much the passenger that you check in (i.e. sex-ageheight-photograph).
3) Check if the Passport is valid and the expiration date is within the appropriate
time limits.
4) Check if visa required up to his/her final destination and/or transit.
5) Check if the passengers hold a valid visa (some visas may only be used for one
or two journeys).
Also check if the visa is endorsed for all the persons on the passport who
are travelling.
If you need to check any passport and visa information look in the
T I M (Travel Information Manual).
FORGED DOCUMENTS
While checking a document, bear in mind that document fraud may take different
shapes.
A counterfeit document:
A document that is created to look like a genuine document.
An altered document:
An original document in which the particulars are changed or added.
A stolen blank document:
An original document in which the particulars are added by unauthorized persons.
Fraudulent use:
An original, unaltered document with which the presenter of the document poses
as the holder.
Detecting an altered or counterfeit item takes practice. When examining a
document, it is important to use a consistent method.
Photographs:
Photo substitutions are the most frequently encountered document alterations.
Detection points
Outlines may be visible around the photo.

When the photo carries an ink stamp, the stamped image should not be
interrupted.
When dry embossing has been applied, the impression on the other side of the
page should match.
When ring staples have been used, these should not be loose and their
indentations on the next page should match.
If the page has been laminated: check for extra layers of laminate, faded or
missing designs over the photo area, misaligned or broken designs and
recreated (hand-drawn or cut and pasted) security designs.
A shadow or residue from the original photo.
A raised feel to a photograph indicating that a second photo has been placed
over the original.
26
Printing:
Quality of printing
Text
Background printing:
Watermark:
Construction passport booklet:
Imposter identification:
Imposters are those people who carry genuine unaltered documents that belong
to someone else. This form of fraud is most common.
There are several clues that help your decision when looking at the photograph in
the passport and at the person. Note the height, weight, age and distinguishing
characteristics.
Eyes, Nose, Lips, Face shape, Ears, Distinguishing marks.
Passenger Assessment:
Behaviour:
spokesman
last minute arrival
passive
overly co-operative
nervous
overly aggressive
Language:
language matches the travel document.

if claiming a certain country residency, can traveller speak the language of
the passport.
if naturalised, can the traveller speak the language of birth country.
Questioning techniques:
make eye contact

ask open ended questions
wait for an answer
do not interrupt
be polite and friendly
speak to everyone in the group
two or three questions
27
Machine writing
All forms of mechanical writing.
Laminate
A synthetic layer added to protect the variable data; May be
either glued or heat-sealed. The laminate may be matt or clear
and it may have a printing.
Kinegraphic laminate
Laminate with a kinegraphic effect across the entire surface:
the 2-D line images appear to move when tilted.
Hologram
A 3-D photographic reproduction of an existing object. When
tilted, it changes colour.
Kinegram
A 2-D computer image (often line pattern) which appears to
move when tilted.
Watermark
An image which is created during paper manufacture by variations in the thickness
of the paper.
Perforation
An image (most often a number) which is pierced through the
document. All holes are equal in size.
Laser perforation
An image (most often a number) which is burnt in by laser. The
holes are smaller on each consecutive page (conical shape) and
may have a tiny scorched edge.
Imageperf
An image (specifically an image of the photo) consisting of tiny
holes of different sizes, burnt into the paper or synthetic material by
laser. The image is visible when the page is held up to the light.
Dry embossing
Stamp without ink; leaves an impression in the paper which can be
seen and felt.
Ink stamp
Normal stamp. The stamped image may however be special, for
instance through the use of a multi-coloured inkpad. The ink may
fluoresce under UV light.
28
SCHENGEN STATES
AUSTRIA
BELGIUM
CZECH REP
DENMARK
ESTONIA
FINLAND
FRANCE
GERMANY
GREECE
HUNGARY
ICELAND
ITALY
LATVIA
LITHUANIA
LUXEMBOURG
MALTA
NETHERLANDS
NORWAY
POLAND
PORTUGAL
SLOVAKIA
SLOVENIA
SPAIN
SWEDEN
SWITZERLAND
The Schengen Agreement came into force on 26 March 1995. It is an agreement
between several member states of the European Union (EU), to remove
immigration controls for travel within their collective territories. This creates a
border-less region, known as Schengen Area.
Because entry into one Schengen State gives free access to all the others,
Member States of the Schengen area have elaborated uniformed rules as to the
type of visas which may be issued for a short-term stay, not exceeding three
months, on the territory of one, several or all of those States.
The single-entry visa
The multiple-entry visa
29
The transit visa, the airport transit visa, the group visa
The visa with limited territorial validity.
The national visa
NOTE:
Passengers holding ALIEN RESIDENTS PERMIT proof, issued by a Schengen
State can travel to all Schengen States without any other Visa.
Entry and Exit stamps
30
31
COUNCIL OF EUROPE
ALBANIA
ANDORRA
AUSTRIA
AZERBAIJAN
BOSNIA & HERZEGOVINA
BULGARIA
CYPRUS
CZECH REPUBLIC
ESTONIA
FINLAND
GEORGIA
GERMANY
HUNGARY
ICELAND
ITALY
LATVIA
LITHUANIA
LUXEMBOURG
REPUBLIC OF MOLDOVA
MONACO
NETHERLANDS
NORWAY
PORTUGAL
ROMANIA
FEDERATION
SAN MARINO
SLOVAK REPUBLIC
SLOVENIA
SWEDEN
SWITZERLAND
''THE FORMER YUGOSLAV REPUBLIC OF MACEDONIA''
TURKEY
UKRAINE
ARMENIA
BELGIUM
CROATIA
DENMARK
FRANCE
GREECE
IRELAND
LIECHTENSTEIN
MALTA
MONTENEGRO
POLAND
RUSSIAN
SERBIA
SPAIN
UNITED KINGDOM
SOME COMMON COUNCIL OF EUROPE MEMBERS PASSPORTS
32
OTHER COMMON USED PASSPORTS
33
SPECIAL PASSPORTS
In July of 1997, the British (via a long-standing agreement) officially returned control of
Hong Kong to China, and it became a Special Administrative Region (or SAR) of China.
In the exchange, China agreed that until 2047, Hong Kong (as is), will enjoy a high
degree of autonomy in all matters, except foreign and defence.
In December of 1999, Portugal (via a long-standing agreement) officially returned
control of Macau to China, and it became a Special Administrative Region (or SAR) of
China.
In the exchange, China agreed that until 2037, Macau (as is), will enjoy a high degree
of autonomy in all matters, except foreign and defense.
34
OTHER VISAS AND STAMPS
35
APIS
The Advance Passenger Information System (APIS) is an electronic database
system that stores information about airline travelers. The system, operated by
the United States Customs Service, the Immigration and Naturalization Service
(INS), and the Federal Aviation Administration (FAA), provides searchable
biographical and security information on air travelers entering the United States
from a foreign location.
Common APIS data includes information that is routinely found on a passport or
visa and airline boarding card, such as an individual's name, birth date, country of
residence, country of origin and final destination.
VISA WAIVER PROGRAM
The Visa Waiver Program (VWP) is a program of the United States Government
which allows citizens of specific countries to travel to the United States for tourism
or business for up to 90 days without having to obtain a visa. The program applies
to the 50 U.S. states as well as the U.S. territories of Puerto Rico and the Virgin
Islands in the Caribbean, with limited application to other U.S. territories. All
countries selected by the U.S. government to be in the program are high-income
economies with a high Human Development Index and are regarded as developed
countries.
Europe (30)
Andorra
Austria
Belgium
Czech Republic
Denmark including Greenland &Faroe Islands
Estonia
Finland
France
Germany
Greece
Hungary
Iceland
Ireland
Italy
Latvia
Liechtenstein
Lithuania
Luxembourg
Malta
Monaco
Netherlands including Aruba & Netherlands Antilles
Norway
Portugal
San Marino
Slovakia
Slovenia
Spain
Sweden
Switzerland
United Kingdom (full British citizens only
Asia (4)
Brunei
Singapore
Japan
South Korea
Oceania (2)
Australia
New Zealand
36
ESTA
The Electronic System for Travel Authorization (ESTA) is a requirement from the
United States government for participating travelers from Visa Waiver Program
(VWP) countries to complete online the I-94W form (formerly paper-based and
filled on arrival by participating VWP citizens) in advance of travel to the United
States. Passengers not having a ESTA may be denied to check in, although it
might be possible (but not guaranteed) to get one while at the airport
Participating VWP passengers should be able to get ESTA for free from
https://esta.cbp.dhs.gov. The U.S. Government recommends that travellers go
online to submit an authorization request three days (72 hours) before travelling
to the United States. This is not a requirement, and the majority of applications
are approved immediately (in less than one minute). However, if a traveller is not
eligible for visa-free travel, he or she will need to apply for a visa at a U.S.
Embassy or Consulate, which is a substantially lengthier process that may require
an interview with a U.S. Consular officer. That is why the U.S. Government
recommends participating VWP travellers not wait until the last moment to sign up
for an ESTA approval. This recommendation has been widely mischaracterized in
the press as a requirement. As a result, opponents claim the new rules will delay
last-minute business travel. Once a traveller obtains an authorization, it is valid for
two years or until the traveller's passport expires (whichever comes first).
37
YOU MUST REMEMBER

All customers require a ticket to travel.
The ticket is a contract between the Airline and our customer
Airlines earn their revenue on the flight coupons you uplift
It is your responsibility to ensure that ticket is valid for the flight
the customer wishes to travel on.
All customers require a travel document to travel.
Airlines are fined from the civil aviation authorities for any not
valid travel document and/or missing visas
It is your responsibility to check passengers travel documents
against the regulations of country of Departure, country via which
they will travel, country of Destination and country of Original
Departure (re-entry requirements in case of returning passengers).
It is your responsibility to check the validity of the travel
document.
It is your responsibility to check if there are any visa requirements.
It is your responsibility to check passengers visa against the
regulations of country of departure, country via which they will
travel, country of destination, country of original departure (reentry requirements in case of returning passengers).
You should remember that our customers may not be able to read
their tickets, so guidance and advice from you will help them a
great deal. Do not use the airline jargon when you are talking to
customers.
A clear explanation will show that we have confidence in dealing
with their questions and they feel they have received the best
customer service from
GOLDAIR HANDLING
and only you can do that
38
CHECKING THE BAGGAGE

Baggage containing only the personal property w hich is
necessary or appropriate for w ear, use, com fort or convenience
in connection w ith the passengers journey
BAGGAGE ACCEPTANCE (CHECKED AND UNCHECKED BAGGAGE)
The bags that a passenger brings to check-in are called checked baggage or
unchecked baggage.
Checked baggage
Checked baggage refers to items of baggage delivered to an airline
for transportation in the hold of an aircraft, which means it is
inaccessible to the passenger during the flight.
Acceptance means the Airline takes responsibility for the bags. You
do this by tagging it. The tagged bag is then taken to the aircraft
and loaded on board.
Before accepting a bag you must ask the passenger a series of
questions.
Security Questions
1. I s this your bag?

2. Did you pack all the contents yourself and are you sure nothing could
have been put it since you packed it?
3. I f you have been given anything to carry, are you certain that you
know w hat it is?
4. Does you bag contain any electrical or electronic item s?
Safety question:
At all airports, on the check-in counters there are stands like the examples below.
39
Before you accept the bag for travel, there are certain checks you must
take.
Remove all old baggage tags and stickers.

Make sure the bag is labeled.
It must have the passengers name, and if possible a contact address. Why?
Just in case we lose it, and then need to repatriate to the passenger.
Look for damaged fragile or unsuitably packed baggage. You must apply
special procedures.
Check for Excess baggage.
Look also for heavy, unusual or courier baggage.
Also you should remember to place a HEAVY tag on the piece together
with the weight, in order to advise others. Place a HEAVY tag on every
bag weighing over 25 kgs.
When you check baggage, you accept responsibility

for it. Place an identification tag (baggage tag) on the
baggage, showing the flight number and the destination.
The bag tag has not only the tag number, destination
city, but also the passengers name printed on the tag,
for extra security.
The tags always have a portion for attaching to the
passengers luggage. They also have a duplicate
number, which acts like receipt. This attached to the
passengers boarding pass for reference.
POOLING BAGGAGE.
Weight concept only. Families or groups of friends
travelling together on the same aircraft can combine or
pool their individual baggage allowances and receive a
group allowance only if:
They arrive at check-in together and know each other.
They have the same destination.
They have the same flight/flights.
The passengers dont have to fly the same class.
Example: Mr. and Mrs. Jones are travelling from Athens to London in
Economy class. They have 3 pieces of luggage weighting 40 kgs.
20 kgs
13 kgs
7 kgs
40
Unchecked baggage
This is more commonly called hand baggage or cabin baggage or
carry-on baggage.
This must be small and light enough to fit in
the overhead locker, or under the seat in
front of the passenger.
Cabin baggage is restricted in size and
weight. This is not only for safety reasons,
but also for comfort. Excess cabin baggage
may inconvenience other passengers.
Safety Guidelines
Some governments have directed
that for safety reasons, all knives,
sharp
objects
or
cutting
implements of any kind and of any
length, whether of metal or other
material, and some sporting
goods must be packed in checked
baggage. They cannot be carried
in the cabin baggage nor on your
person.
These articles are likely to be
removed and most of the times
not
returned.
Passengers
requiring the use of medical
syringes in flight such as diabetics
and
other
passengers
with
documented proof of medical
need must ensure that it is
professionally
packed
and
labelled. If it is not, the
medication is likely to be
removed.
At all airports, on the check-in counters there are stands like the
example beside.
41
NEW EU SECURITY MEASURES

As of 06/11/2006, new security measures are in effect at all airports in the
European Union (European Commission Regulation 1546/06) regarding liquids
carried in hand luggage.
According to the new European Regulation, such items (e.g. water, alcohol and
beverages, gel, cream, glue, lotion, perfume, shampoo, mascara, lip gloss, hair
spray, toothpaste, shaving foam, aerosols, contact lens solution, honey,
marmalade, soup, olive oil etc.) have been added to the list of prohibited articles
that you may not carry on board, unless special conditions are met.
What is allowed to be carried on board from now on?
Only small quantities of liquid

products which the passengers have
either brought with them to the airport
or brought at the airport before
Boarding Control, under the following
conditions:
Passengers will be allowed to carry
on board individual containers with
capacity not greater than 100 ml.
each.
Total number of containers should fit
in one transparent plastic bag of not more than one liter capacity
Each passenger is entitled to carry ONLY ONE of
these bags.
The bag must be re- sealable and must be sealed
when you reach security screening.
Liquids required for medical or dietary purposes,

which are to be used during the trip, including baby
foods, are allowed in the hand luggage.
The new EU security measures are applicable only for the hand luggage and not
for the baggage handed to the Airline upon check-in. This means that liquid items
can be placed in the baggage.
Nothing changes for the shopping. The passengers may carry on board all
liquid items they purchase after the Boarding Card Control, as they always
have.
Airport shops will pack the purchased liquid items in tamper evident bags, as
required by the new European Regulation.
BUT
They must not open their tamper evident bag/s and they must keep the receipt/s
providing that they purchased the item/s from the airport on the same day, until
they reach the hand luggage screening point. If they are transferring at (an) other
EU airport/s, they should not open the special tamper evident bag/s and they
must keep the purchase receipt/s until they reach their final destination.
42
SPECIAL BAGGAGE
Passengers for one reason or another will consider the baggage they carrying to
be quite ordinary. This could be a windsurfing board, skis, or they may even be
accompanied by their pets.
Most Airlines consider some of these items unusual, and you have to take special
action
There are some general procedures, but it depends of the Airline. So in case of
special baggage always refer to your supervisor.
Here are some of them
Bicycles
Golfing Equipment
Pets
Ski Equipment
Sporting Guns and Ammunition
Surf-boards and Windsurfs
Musical Instruments
43
DEPARTING AIRPORT
The confirmation of passengers electronic ticket purchase is an itinerary receipt
(ITR).
Itinerary is convenient because it contains complete information about the flight,
similar to a paper ticket. The most important information contained in the itinerary
is the ticket number. It is not mandatory for check-in procedure
The obstacles vary from airport to airport.
Security
Refers to the techniques and methods used in protecting

passengers, staff and aircraft which use the airports from
accidental/malicious harm, crime and other threats.
Immigration (Passport Control)
All countries exercise form of control over the people arriving

into or departing from their country. The Immigration officer
is there to check the passengers passports, to ensure the
passport is valid for the journey about to be made.
Customs
Normally customs checks are associated with an arrival into a

country. However, in some countries, there are customs
checks before a passenger leaves the country, in which case
he would have to see the customs official before leaving the
country.
PUBLIC ADDRESS
Announcements may be made either by the personnel of the
Airport Authority or by the Customer Service staff of the various
different airlines.
In making announcements, there are several important things
you must remember:
Many of the people you are addressing may not
understand the language as well as you.
Your audience may miss the first few words of your message.
If the message is not understood then this increase anxiety in our customers
I f you observe the follow ing rules, every one should easily understand
you:
Speak slowly and deliberately.
Do not include anything important to the announcement in the
first few words.
Keep the message as short as possible, pausing between
sentences.
Repeat the announcement in your countrys national language.
Ask your colleagues to inform you about the announcem ents w e use for
the airlines w e are handling and w hen w e use them .
44
GATE PROCEDURES
When passengers arrive at the final departure lounge or gate, the GOLDAIR
HANDLING customer service staff will check his boarding card and passport.
This is his second contact with someone from GOLDAIR HANDLING and he
has the same expectations from this staff member as he had at the check-in desk.
Usually the flight is being boarded by aircraft seating zones. The first customers to
be boarded are those who have difficulty walking, unaccompanied young
passengers and if possible families with small children. All other customers are
then boarded on a row by row basis. Business class passengers may board the
aircraft any time they wish.
Boarding
As the passengers come forward for boarding you will ask for their passports and
boarding cards. Check the names are correct and then detach the part of the
boarding card as a record the passengers is now on the aircraft. (If required by
the airline)
It is important to know how many passengers are aboard the aircraft, the number
must be the same as advised to the captain on the loading sheet.
Customer Service staff at the gate will know how many passengers are expected.
Sometimes passengers are late for boarding the aircraft. The may not have heard
your announcements.
VERY IMPORTANT:
Should passengers with checked baggage fail to arrive at the departure gate
before the flight is closed, that person's baggage must be off-loaded from the
aircraft hold before the flight is permitted to take off, according to the rules of
most air transportation authorities.
FOR SAFETY AND SECURITY REASONS
BAGGAGE NEVER TR AVELS

W I THOUT I TS OW N ER
This may be the time to decide if there is any room on board for the stand-by
Once all the passengers are on board the aircraft
and all the checks have been made by the ground staff,
the cabin crew will take over and provide
the high standard of in-flight services
our customers expect.
45
TRANSIT AIRPORT PROCEDURES

The service we give cannot stop there. Many times we have to provide service at
all transit airports en route and the final destination.
I m agine your airport is now a transit stop

As far as our customers are concerned, the time spent at the transit airport needs
to be as short as possible because they want to get to his destination as soon as
possible. However, transit stops are a fact of international air travel, for refuelling
and catering, and for taking on additional passengers.
When passengers arrive at the transit airport, sometimes the crew advises them
that, during the stop they have to disembark for a short period of time. (Other
times passengers have to wait on board the aircraft).
When passengers are transiting the airport, they do not have to clear customs and
immigration, they can just wait in an area we call the TRANSIT AREA. At the
entrance to the terminal building the passengers will be met by a GOLDAIR
HANDLING customer service agent, and asked to identify themselves if they are
in transit.
Customers who have completed their journey will be
directed towards arrivals. Transit passengers will be
directed towards the transit area and given a transit
card to enable them to re-board the aircraft.
After a short time they hear the announcement that
the flight is re-boarding. They follow the boarding
announcement directions and make their way back
to the aircraft.
Even though they passed through a security check
on departure, another security check is made of
people and hand baggage before re-boarding the
aircraft. Transit passengers usually re-board the
aircraft before joining passengers.
ARRIVAL AT DESTINATION
Having returned to the aircraft, Mr. Smith now is on his way to the final
destination. After landing at the final destination, Mr. Smith ensures that he has all
his personal possessions and disembarks from the aircraft. At this stage he has
some more formalities to complete.
Here is a probable route for an arriving passenger.
Health Checks
Immigration
Baggage Claim
Customs
Arrivals hall
Health checks
Some countries require incoming passengers to be vaccinated against certain
diseases and check is made to ensure that protection is current.
46
Immigration
An Immigration check takes place at every airport for
international arrivals. The immigration official will check the
passports and visas of the arriving passengers. The
immigration process in EU countries is often split into two
sections. One for EU citizens and the other for all other
passport holders.
Passengers who arrive at a country with incorrect
documentation will NOT be allowed to enter that country
and will have to return to the city where they started their
journey.
Baggage reclaim
Baggage will be delivered to baggage reclaim area in the
arrivals part of the terminal building. Passengers can be
anxious during the time they spend waiting for their baggage,
so it is essential that GOLDAIR HANDLING inform them if
there is to be any delay in its delivery.
In case of a lost or damaged bag there are Baggage
Tracing Offices of the Airlines or the Handling Agents where
the passengers can compete a PIR (Property Irregularity
Report), for their lost or damaged bags.
Customs
The main function of the Customs Officer is the collection of
duty on imported items and the prevention of import of illegal
items such as plants, drugs and guns.
Many international airports use the red and green channel
system. Here, passengers with goods to declare go through
the red channel and see a customs official and passengers
with nothing to declare use the green channel.
A blue channel now exists in EU airports. This channel is for
the exclusive use of passengers travelling within the EU, for
example Lisbon to London or Frankfurt to Manchester. Any
other passengers cannot use the blue channel.
The passengers choice of channel is a declaration as to whether or not they have
something to declare. If you happen to escorting young children then you should
use the red channel always.
Arrivals Hall
A passengers impression of the arrivals hall is often as
discomforting as his first impression of the departures area,
with lot of people around and many different activities taking
place.
You should know where a passenger can change money and
where airlines ticket sales desks are.
47
CUSTOMERS REQUIRING SPECIAL SERVICE

SPECIAL PASSENGERS
AT DEPARTURE
At the check-in desks, there are some customers waiting to check-in for the flight.
Some of these customers have special requirements from GOLDAIR HANDLING
and we shall have a look at these needs now.
Disabled passengers: Passengers are considered incapacitated when their
physical, medical or mental condition requires individual attention, which is
normally not provided to other passengers. Such attention might be required on
embarking, during the flight, in an emergency or on disembarkation.
Categories: Incapacitated passengers are categorised into the following
categories and each category has its own code, which is used in messages.
Medical
MEDA
Medical case, including stretcher.
Wheelchair
WCHR
WCHS
WCHC
( R ) Ramp. Passengers who can ascend and descend steps and make
their own way to and from cabin seats, but requires wheelchair for
distance to and from aircraft.
( S ) Steps. Passengers who cannot ascend or descend steps, but is
able to make their own way to and from cabin seat and require
wheelchair for distance to or from aircraft and must be carried up
or down steps.
( C ) Cabin. Passengers who are completely immobile and require
wheelchair to or from aircraft and must be carried up down steps to or
from cabin seat.
Blind
a blind mans dog.
BLND
Can be accompanied by
DEAF
Deaf passengers.
Deaf
Stretcher
STCR
Unable to use normal passenger seat with backrest in
upright position but must be carried lying on a stretcher.
The role of the customer service agent in any case of the above mentioned
passengers will be:
To ensure all the facilities are available to load medical passengers.
You may need to order wheelchairs or high lift vehicles.
Advising details of incapacitated passengers to the crew.
Consider suitable seating arrangements remembering.
Not to use the emergency exit row.
The customers may need to be near a toilet.
Some seats have liftable aisle armrests, helping customers to get in
and out of their seats.
Ensuring that customers own wheelchairs are loaded so that they are easily
accessible on arrival.
Being aware of the procedures for handling stretcher cases.
48
Deaf passengers
You can help deaf customers by following these guidelines:

Attract the customers attention before speaking.
Speak slowly but with normal rhythm, do not shout as this
will distort the sound and restricts the customers ability to
lip-red.
Always address your remarks to the deaf person directly,
even if they are escorted by someone who can hear.
Stick to essentials and use plain language. Be expressive
and if necessary, do not be afraid to write things down.
Blind passengers You can help blind customers by following these guidelines:
Concentrate on the person, not the disability.
Talk normally to blind passengers.
Ask, do not assume what the blind persons needs are.
There are varying degrees of blindness.
Introduce yourself and tell them what you will be doing.
Describe your actions. Use the customers name and
describe where you are taking them, using directions such
as left, right or forward and descriptions such as we
are now approaching the security check, or customs.
If a blind person is using a seeing-eye dog then special arrangements will have to
be made to allow the dog to travel on the same aircraft as the customer.
Expectant Mothers (pregnant)
Expectant mothers after their 28th week of pregnancy will need a medical
certificate of fitness to fly, confirming the date the baby is due. Expectant mothers
cannot be accepted for travel after the 36th week of pregnancy
Unaccompanied minor (U M)
Unaccompanied minors (U M s) are children less than 12 years of age who are
not accompanied by an adult when travelling by air. You have to take your
responsibility very seriously when carrying U M s , and you are in fact the legal
guardian of the child when entrusted to your care.
At time of booking, all the information that is needed for the unaccompanied
minor wallet is collected. The wallet is completed and is then available to all
customer service staff who may be taking care of the child.
Remember an UMNR relies on you!!!
The escort will now ensure that the UM gets safely through the airport making
sure that:
All his possessions go through the security check.
Documents are available for inspection.
It is preboarded.
It is handed over to a member of the cabin crew.
Restrictions:
Are not accepted prior to the completion of the 5th year of
age.
Escort: parents or brother/sister of 12years or older, other
persons of 16 years or older.
Only limited number of children according type of aircraft.
49
Young passengers (YP)s: Children travelling alone between the ages12 and 18.
MAAS: Service for special assistance to/from aircraft, provided to elderly
passengers, pregnant women as to any passenger who needs special assistance.
A meet and assist service is available for passengers at a reasonable charge
according to Airlines policy.
Infants: Infants are babies less than 2 years of age.
Child: Children between the ages 2 and 12.
ALL THOSE P ASSENGER S M ENTI ONED ABOVE AS W ELL AS

ELDER LY, CORP ULENT P ER SONS AND P ASSENGER S W I TH
P ETC OR CELLO AR E NOT ALLOW ED TO SI T I N THE
EM ER GENCY EXI T R OW
Generally to sit in an Exit Row, the Airlines require that a passenger:
Is 15 years of age or older
Has full mobility
Has the ability to understand and communicate instructions
Is physically able and willing to operate the emergency equipment if
necessary.
Ships Crew
Additionally we need a confirmation letter from the shipping company with their
names, the name of the ship and destination.
All airlines allow ships crew an extra baggage allowance, which will be shown on
the ticket
Frequent travellers
Most airlines have a reward programme for loyal and frequent travelling
passengers, and offer them the highest level of customer service as a reflection of
their importance to the airline. It is a way of thanking these customers for the
contribution they make to airlines revenue.
Airlines hold information about each of the cardholders. This information includes
e. g. contact numbers and seating preference. In this way airlines are best able to
meet the individual needs of these customers. (Frequent flyer programmes usually
consist of different levels, following the philosophy:
The more you fly, the better it gets. Members are able to collect miles, which
they can exchange for free tickets and discounts on vacation and other partner
services. Some airlines have agreement between them in order to help frequent
travellers to gain miles flying with several airlines.
These airlines are called CODE SHARE partners.
50
CIP Commercial Important Passenger

Passengers widely known for public activities, passengers of commercial
interest to airlines and handling agents, or high ranking passengers other than
VIP.
Passengers who is booked in business or first class.
Frequent Travellers.
These passengers may qualify to use CIP/Priority Class lounges.
CIP lounges are designated waiting lounges separated from public waiting
areas, where priority class passengers, frequent travellers and CIP passengers
may remain until the flight is ready for boarding.
Here you see our CIP Lounge at Athens airport were passengers can enjoy:
All flight departure information

Business area with free internet access
International and local newspaper and magazines
Tea and coffee
Free soft drinks
Free alcoholic beverages
Assorted snacks and sandwiches
A relaxed atmosphere with a panorama view towards the Spata countryside
Safe box
Satellite TV
VIP
Very Important Person
State VIPs are presidents, premiers, head of state, and other persons of similar
rank who are official visitors of the State.
State VIP lounges belong to the State or Airport and are operated as stipulated in
the relevant Nation and International provisions that the Airport has to meet.
The service of the State VIPs is provided in close co-operation between Airport
authorities, CAA, the ministry of Foreign Affairs/Protocol Service Department,
Immigration, Customs and Airlines or Handling Agents.
51
Deportee (DEPO)
Means a person who had legally been admitted to a State by its authorities or who
had entered a State illegally, and who at some later time is formally ordered by
the authorities to be removed from that State.
DEPA refers to the industry-approved code for a deportee who is escorted by
authorised personnel during flight.
DEPU refers to the industry-approved code for a deportee who is not escorted by
authorised personnel during flight.
Ticket for deportees transportation is paid by the deporting State.
Inadmissible (INAD)
Means a passenger who is refused admission to a State by authorities of that
State, or who is refused onward carriage by a State authority at a point of
transfer.
E.g. Due to lack of a visa, expired passport, etc.
When requiring an operating carrier to remove an inadmissible passenger, the
State should normally provide a written Removal Order to the inbound carrier prior
to removal.
Ticket for Inadmissible passengers transportation is paid by him if he has any
return ticket or money. Otherwise airline has to pay the ticket.
Because most of the times the transportation of such passengers is carriers fault,
airlines are fined by the Airport Authorities.
passengers
You can be fairly sure that if a passenger is unruly, threatening
or disorderly to ground staff or other passengers at check-in or
in the lounge, they are likely going to be a problem for the
aircrew once on board; this is the point where intervention is
most effective. Some of the obvious warning signs to look for
follow:
Drunkenness
Unusually loud and boisterous behaviour
Threatening, violent or disruptive behaviour
OTHER AIRLINE DEFINITIONS
Transit Passenger
A passenger transiting on the same flight number at connecting point.
Transfer/Connecting Passenger
A passenger arriving at a station on the flight and continuing his journey on a
connecting flight to his next destination without making a deliberate
(international) stopover.
52
FLIGHT ARRIVAL
Arrival procedures
The flight is expected to land soon, so preparations are in
hand in different parts of the airport.
The catering staff is prepared if there is a turnaround, the
cleaning staffs are waiting on the ramp, and the baggage
loading teams are ready with their equipment.
Customer services are preparing for the arrival of the flight
and briefings have been made to the passenger escorts about the special
passengers on board.
Advanced preparations are in progress for our special passengers.
Wheelchairs have been organised and an escort is ready to take the
unaccompanied minors to their parents, who are waiting in the arrivals area.
At the same time the crew introduces the UMs to the escort, who
will be assisting them through the formalities.
The escort must check that the person waiting for

the UM at the arrival is the one mentioned on the
UMs form (check passport or id card and if it is an
airlines requirement ask for a signature).
If you ever have to help a passenger with a baby
you should never carry the baby.
53
POST DEPARTURE
When the flight closes some messages called post departure messages are
automatically or manually sent to involved stations these messages are
PIL
Passenger Information List

A list all relevant seated passenger information
PSM
Passenger Service Message

The PSM is used to inform the destination stations and transit of any
special category passengers such as VIPs, UMs, wheelchair
passengers.
LDM
Load Message
This message provides the next route station with breakdown of
transit passengers by class/destination/category.
PTM
Passenger Transfer message

After flight closure a PTM must be sent to the transfer point to
enable that station to prepare for handling the passengers upon
arrival. It should include following information about each transfer
passenger.
SOM
Seats Occupied Message

Informs the next downline airport, immediately after flight departure
of seats occupied by destination and information about occupied
seats.
PFS
Passenger Final Sales
BTM
Bag Transfer Message
FTL
Frequent Traveller List Message
MVT
Aircraft Movement Message
54
SOME OF OUR CUSTOMERS

AIRLINE
IATA
ICAO
PREFIX
TWO LETTER THREE LETTER CODE
CODE
CODE
Aegean Airlines
Aeolian Airlines
Aeroflot
A3
SU
AEE
AOL
AFL
390
555
Aerosvit Airlines
Aigle Azur
Air Baltic
Air France
Air Mediterranee
Air Nostrum
Air One
Alitalia
Arkia Israel Airlines
Armavia
Astra Airlines
Belavia Belarusian Airlines
Blue 1 (SAS Charter)
Brussels Airlines
Carpatair
Cityjet
Cyprus Airways
Emirates
Estonian Air
Etihad Airways
Freebird Airlines
KLM
LOT Polish Airlines
Lufthansa
Qatar Airways
Rossiya Airlines
VV
ZI
BT
AF
DR
YW (IB)
AP
AZ
IZ
U8
B2
KF
SN
V3
WX
CY
EK
OV
EY
XD
KL
LO
LH
QR
FV
AEW
AAF
BTI
AFR
BIE
ANE
ADH
AZA
AIZ
RNV
AZI
BRU
BLF
DAT
KRP
BCY
CYP
UAE
ELL
ETD
FHY
KLM
LOT
DLH
QTR
SDM
870
657
057
867
055
238
669
628
142
082
021
689
048
176
960
607
074
080
220
157
195
SAS Scandinavian Airlines

Saudi Arabian Airlines
SK
SV
SAS
SVA
117
065
Sun Express
XQ
Tarom
RO
Turkish Airlines
TK
Ukraine International Airlines PS
US Airways
US
SXS
ROT
THY
AUI
USA
281
235
566
037
Vueling
VLG
VY
COUNTRY
Greece
Greece
Russian
Federation
Ukraine
France
Latvia
France
France
Spain
Italy
Italy
Israel
Armenia
Greece
Belarus
Finland
Belgium
Romania
Ireland
Cyprus
UAE
Estonia
UAE
Turkey
Netherlands
Poland
Germany
Qatar
Russian
Federation
Sweden
Saudi
Arabia
Turkey
Romania
Turkey
Ukraine
United
States
Spain
55

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BASIC PASSENGER HANDLING SEMINAR

G.H. / TRAINING DEPARTMENT / KC / UPDATED MAR 2013