Handling Air Passengers

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

Operation of terminal building Airport operators will monitor: Check-in queues – will ask handling agents to sort if need – e.g. open another desk depending on how many the handling agents are contracted to. No unsupervised left No trolleys being left – can be a health and safety issue

Ensure health and safety issues are dealt with – terminal maintenance All areas are kept clean e.g. toilets First Aid facilities and staff are kept up-to-date

Airport security Passengers: walk through scanners looking for metal and liquids (liquids following 9/11) Baggage: scanned can be searched leading to passenger questioning – following Dumblaine

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

Providing information updating arrival/ departure boards It is the responsibility of the airport operator to ensure that the arrival/departure boards are kept up-to-date. These need to be up-dated to ensure that passengers have all the correct information and don’t create queues or miss flights. People greeting arriving passengers also need to know what time flights are arriving

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

Customer service/sales desk It is important for the airline to provide and take responsibility for customer service/desk as they provide the opportunity for late sales and to sort out any problems which my occur.

Check-in options, e.g. online check –in, self service kiosks Airlines are responsible for ensuring that their own on-line and self service check –in systems are operating correctly. This ensures that queues do not build-up around the check-in area.

Difference between full-service and low-cost airline Full service airlines may have separate lounges for their passengers or fast-track check-in queues Low cost may need a higher number of check-in desks as they often have a higher number of passebegers coming through

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

Remember that companies such as servisair are commissioned by the airport to carry out the ramp handling, including baggage etc. Some airlines e.g. jet2.com would rather have their own ground handling team ( this can be to save costs or maintain control)

Check-in Compiling passenger load – ensuring the right number of passengers are booked onto the plane. Seat allocation – check-in staff are responsible for allocating peoples seats e.g. trying to get people sat together where possible ensuring passengers who have pre booked seats are sat together. (Extra leg room etc) It is also important to ensure that only able bodies adults are sat near emergency exits

Check-in Issue of boarding cards – ensuring that all passengers are given their boarding cards and told their gate numbers Documentation check: Ensuring that all passengers have the appropriate passports and visas to travel on. Ground handlers will give the notice of check-in opening and closing times – overseen by the airport operator

Check-in Initial security check: Security questions to establish if the baggage has been packed by the passenger or been left unattended Baggage acceptance the passengers baggage is labelled correctly and sent through security checks – it is also essential to weigh the baggage at this point to ensure the planes weight is correct. Hand baggage also needs to be monitored for size and weight e.g. RyanAir 10kg

Check-in: Restricted Items In groups what items do you think will be restricted? Have a look at the website below and look at the restricted items that check out staff need to look out for http://www.direct.gov.uk/en/TravelAndTransport/Foreigntravel/AirTravel/DG_176922

Boarding Processes Gate checks: at the gates the passports and boarding cards are checked. Servisair have three employees at the gate two to take boarding card (giving the stump back to the passenger) and check passports and one to count every 25 passengers to check numbers ( using the boarding card)

Gate Checks Preferential boarding: It is the ground handlers/airlines responsibility to ensure that passengers requiring preferential boarding e.g. PRM’s and UNMIN’s or single parents with children. Provision of air bridges: airlines have to make sure they have paid for these if required( airlines will usually pay if they need a fast turn around time)

Coaches & steps: it is the ground handlers responsibility to ensure these are provided for aircraft in remote locations Escort to aircraft from gate: usually have two one at the beginning of the queue of passengers one at the end, provided by ground handling agent . Ryanair send out one of their cabin crew to assist.

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

Medical Considerations Stretchers need to be provided – for people with back problems (may have been injured) Oxygen equipment – For passengers who may need oxygen or become suddenly ill

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

Civil Aviation Authority (CAA) The CAA is responsible for setting the rules and regulations for aviation company's to work within. They monitor passenger safety ensuring aircraft are safe Monitoring passengers and baggage safety checks

UK border Agency Check on who needs visa Customs Authorising VAT to overseas visitors

Police intervention Police often have a visible presence at airports: this is to enable them to be on- hand if required: Deportations –sending people out of the country Anti terrorist police – airports/ airlines are a prime target for terrorists e.g. 9/11. so anti-terrorist police monitor any suspicious incidents and people. Bomb squads are situated within an hour of any airport

Roles and responsibilities of other service providers

Public an private transport These need to ensure their services run on time as passengers need to be at the airport to check-in. They also need to make sure they easily accessible for the passengers e.g. taxis just outside the door.

Airport hotels Airport hotels need to ensure they are providing a suitable standard of accommodation for passengers The hotels also need to be willing to take last minute guest from delays if required Courtesy buses- provide transport to hotels – these need to be regular so that passengers are not waiting to get to their hotels

Car Parking The organisations responsible for providing car parks need to ensure that their facility is well maintained and suitable for purpose They need to be safe Long stay car parks need to provide regular transfer buses to the airport

Bureau de change Retail outlets Catering facilities

P3 Coordinating processes for departing passenger handling

Reasons for intra-organisation and inter-organisation coordination Intra (Internal) – It is vital for all aspects of a company to be co-ordinated e.g. Servisair check-in staff need to communicate with the ram handlers to ensure that all baggage etc is passed through in time Inter – All different companies need to work together e.g. airport operators need to communicate with the ground handlers if any problems occur and they need to know when gates will be opening and closing etc

Methods and systems used to facilitate coordination Pre shift briefings – To check everyone is organised for the shift, assign tasks and give last minute information e.g. flight delays Post shift briefings: what went well what could have gone better. Ensure the next team have all the relevant information Gate allocation – giving information on gate allocation means that everyone knows where the passengers are meant to be going. Boarding commencement times – so that everyone knows the busy times and which flights need to be boarded when.

Action when shortfalls or breakdowns in systems, procedures Check –in IT failure – is there a back-up system? Late arriving aircraft delaying boarding – when do passengers get compensation e.g. food vouchers Bad weather situations: when is the decision made that the weather is too bad to fly.