MANAJEMEN TATA OPERASI DARAT TATA OPERASI DARAT LANJUTAN

MANAJEMEN TATA OPERASI DARAT (TATA OPERASI DARAT) LANJUTAN PASSENGER and BAGGAGE HANDLING Dosen: Achyas Purwaganda d

Passage

Definition � What is the Passenger Handling ? Passenger = Penumpang Handling = Penanganan Suatu atau aktivitas pelayanan terhadap penumpang (customers), yang dimulai dari proses pemberangkatan hingga penumpang tiba di tempat tujuan. The service activity by operator of air transport to passenger (customers), started from departure process till passenger arrive at destination.

Alur/Process Pasasi Domestic, untuk International harus ada process CIQ, Boarding Management dan VOA.

Cakupan/Ruang Lingkup

Ruang Lingkup/cakupan Pasasi

Cakupan/Ruang Lingkup Pasasi

Cakupan/Ruang Lingkup Pasasi

Cakupan/Ruang Lingkup Pasasi

IATA AIRLINE DELAY CODES � Delay Codes starting with 1 (Delay Pasasi) � These Codes are used to describe delays caused by Passenger and Baggage handling. � 11 Late Check-in, acceptance of passengers after deadline � 12 Late Check-in, congestion in check-in area � 13 Check-in error � 14 Oversales, booking errors � 15 Boarding, discrepancies and paging, missing checked -in passenger at gate � 16 Commercial Publicity, Passenger Convenience, VIP, Press, Ground meals and missing personal items � 17 Catering order, late or incorrect order given to supplier � 18 Baggage processing, sorting, etc.

PREFLIGHT ACTIVITIES DECISION TO MAKE A TRIP SELECT CARRIER MAKE RESERVATION DOCUMENTATION CHECKIN PASSPORT CONTROL WAIT FOR FLIGHT PROCEED TO GATE BOARD AIRCRAFT

POST-FLIGHT ACTIVITIES AIRCRAFT LANDS TRANSIT TAKE OFF(CONNECT FLIGHT) ARRIVE AT DESTINATION DISEMBARK IMMIGRATION BAGGAGE RETRIEVAL CUSTOMS RECONFIRM NEXT FLIGHT

STANDARD CHECKIN 1. Greet The Passenger With a Smile and Pleasant attitude

2. Check The Name As Stated in The Ticket on PNL or Display Terminal

3. Check Ticket to Confirm: * Ticket is Not Forged & Blacklist * Validity

4. 5. Ask Politely For Travel Document • Passport • Visa • Certificates of Health • Other Necessary Document Ask The Baggage and Cabin Baggage • Total Pieces and Weight • Lable Baggage

4. 5. Ask Politely For Travel Document • Passport • Visa • Certificates of Health Ask The Baggage and Cabin Baggage • Total Pieces and Weight • Lable Baggage

Assign a Seat to The Passenger, ask to passenger prefer window or isle seat? Collect Airport Tax when Necessary Issue a Boarding Pass Hand the Boarding Pass , Ticket , Document Back to The Passenger Wish The Passenger a Pleasant Trip or say “ thank you and have a nice flight’’.

PASSPORT NATIONALITY NAME FOTO DATE OF EXPIRED DATE OF BIRTH SPECIAL MARKED

VISA � Visa is an Entry in a Passport or Travel Document made by an Official or consular of a Government to indicate that the Bearer has been Granted Authority to Enter or Reenter the Country concerned �A Visa , Transit Visa for a Country do not Guarantee Admission to that Country, the Final Decision Rest with the Competent Authorities at the Airport of Entry in the Country concerned

TIPE VISA � VISA DIPLOMATIC � VISA DINAS � VISA BIASA : - visa kunjungan wisata - visa kunjungan usaha - visa kunjungan sosbud - visa transit - visa berdiam sementara. VISA KHUSUS : - visa haji / umroh

BAGGAGE • • CHECKED BAGGAGE UNCHECKED BAGGAGE CARRY ON BAGGAGE UNACCOMPANIED BAGGAGE

� CHECKED BAGGAGE Registered, Weighed , Labeled � UNCHECKED BAGGAGE Cabin Baggage, One Piece, Reasonable Weight & Size � CARRY ON BAGGAGE As Mentioned on Ticket Cover - overcoat - umbrella - lady’s handbag - reasonable amount of reading matter - small camera - Infant’s food for consumption in flight - fully collapsible wheelchair � BAGGAGE SHIPPED AS CARGO Unaccompanied Baggage

BAGGAGE ALLOWANCE WEIGHT CONCEPT Domestic and International Service Y Class : 20 kgs C Class : 30 kgs F Class : 40 kgs Infant : 10 kgs

BAGGAGE ALLOWANCE WEIGHT CONCEPT Exception for International Service : - Student : 30 kgs - Entertainer : 30 kgs - Labor : 30 kgs - Ship’s Crew : 30 kgs - Trainer : 30 kgs - MEA services from JED/RUH : 5 ltrs Zamzam

BAGGAGE ALLOWANCE PIECE CONCEPT �F or C Class - Two pieces checked max size 62 inches (158 cm) max weight 32 kgs each. - One pc cabin max 45 inches (115 cm) �Y Class - Two pieces checked : *one max size 62 inches (158 cm) *one max size 55 inches (140 cm) with max weight 32 kgs each. - One pc cabin max 45 inches (115 cm)

LIMITED RELEASE TAG � FRAGILE / INADEQUATE PACKING � PERISHABLE � RECEIVED DAMAGED � NOT PERMITTED AS CABIN BAGGAGE � LATE CHECK-IN � BOX PACKAGING � PET CARRIAGE � GOLF EQUIPMENT � SURFING BOARD

BAGGAGE TAG � NORMAL TAG FOR SINGLE DESTINATION, NORMAL CONDITION � INTERLINE TAG / ON LINE TAG FOR MULTIPLE DESTINATION, NORMAL CONDITION � LIMITED RELEASE TAG FOR SINGLE OR MULTIPLE DESTINATION, SPECIAL CONDITION

LOST BAGGAGE � REPORT � PIR TO LOST AND FOUND OFFICE ( PROPERTY IRREGULARITY REPORT ) � BAGGAGE � POSITIVE � NEGATIVE TRACING INFO PASSENGER CLAIM TO AIRLINE HEADQUARTER

BAGGAGE CLAIM � PIR � TICKET COVER OR E-TICKET PRINTED � ORIGINAL BAGGAGE CLAIM TAG � PASSENGER � TELEX MANIFEST ( AIRLINE )

FAKTOR-FAKTOR YANG MENIMBULKAN IRREGULARITIES BAGASI - Kesalahan dalam memberikan label - Pemakaian counter area bersamaan dengan airlines lain. - Label bagasi hilang/lepas - Kesalahan penulisan three letter code pada interline tag. - Tidak ada identitas penumpang pd bagasi - Misconnect pada saat transfer flight - Late transfer pada transit station

FAKTOR-FAKTOR YANG MENIMBULKAN IRREGULARITIES BAGASI - - Salah loading di station keberangkatan Penumpang salah ambil bagasi Penanganan bagasi di make-up area dilempar Bagasi yang mudah pecah atau bagasi yang dipacking kardus/tas plastik/keranjang tidak diberi fragile sticker, atau tdk memakai limited release Loading unloading di pesawat narrow body secara manual dan kurang pengawasan dari security dll.

DUTY OF BOARDING GATE STAFF � Ridden away Passenger as according to amount in Passenger Manifest � Ridden away Valid Passenger away Passenger as according to the Time of Departure

DELAY MANAGEMENT WHAT DO THE PASSENGERS NEED IN A DELAY SITUATION ? � Empathy, Attention and Care � Information � Make it Easier to Them to Re-arrange Their Plans / Appointments � Assistance � Rebooking to Other Flights / Airlines

Delay Management (cont)

FLIGHT DOCUMENT � PASSENGER � LOADSHEET � CARGO MANIFEST � GENERAL DECLARATION � A P B ( Actual Passenger Onboard ) � NOTOC ( Notification for Captain ) � P I S ( Passenger Information Sheet )

FLIGHT STATUS ON DCS � FE ( FLIGHT EDIT ) Unable to any transaction � FO ( FLIGHT OPEN ) Check-in Time ---- duty code GS � FG ( FLIGHT GATE ) Standby passenger Accepted Time ---- duty code AS � FC ( FLIGHT CLOSED ) all transaction at check in counter done--- duty code AS � FF ( FLIGHT FINAL ) All Data and Load already put in System ---- duty code PD � FH ( FLIGHT HELD ) & FS ( FLIGHT SUSPENDED ) Flight Irregularity , Configuration Adjustment ----- duty code PD � PD ( FLIGHT DEPARTED ) Flight Departed ----- duty code PD

STANDBY PRIORITY �V IP � SPECIAL PASSENGER � TRANSIT PASSENGER � CONFIRMED TICKET BUT NAME NOT ON THE LIST � FIRST COME FIRST SERVE

HEADERLINE FLIGHT GA 0982 30 JUL CGK RUH 1455 PW FE GA 0982 30 JUL CGK RUH 1455 PW FO GA 0982 30 JUL CGK RUH 1455 PW FG GA 0982 30 JUL CGK RUH 1455 PW FC GA 0982 30 JUL CGK RUH 1455 PW FF GA 0982 30 JUL CGK RUH 1455/*1515 GA 0982 30 JUL CGK RUH 1455 PW FS GA 0982 30 JUL CGK RUH 1455 PW FH PW PD

TYPES OF PASSENGER 1. General Passenger - Penumpang normal pada umumnya 2. Special Passenger - Penumpang khusus, dalam penanganannya perlu penanganan khusus pula. antara lain : - VIP - Incapacitated Passenger (STCR, WCHR) - UM ( Unaccompanied Minor ) - PGNT, DEAF, FAT, ELDRY - Family with INF/CHD - Inadmissible Passenger - Deportee - Disruptive - Asylum Seeker

Disruptive Passenger

Asylum Seekers

Asylum Seekers (cont)

Station Disturbance Incident Report (SDIR)

Infant Arrangement

Infant Arrangement

Infant Arrangement

Boarding Management � Announcement � Baggage Sweeping � Boarding Priority � Boarding Sequence 1. Incapacitate Passenger (STCR, WCHR) 2. Special Passenger (UM, Pregnant, Deaf, Fat, Eldery, (Family with inf/chd) 3. Normal Passenger C Class and Y Class starting from back row. 4. VIP Final Announcement Document on board

PENYEBAB KETERLAMBATAN PESAWAT � � � 1. Force Majeure : Suatu kejadian yang tidak dapat dielakkan diperhitungkan sebelumnya /diluar kekuasaan manusia ex: Bad Weather (cuaca buruk), banjir, gempa bumi, dll 2. Technical Reason : Diakibatkan oleh kerusakaan yang terjadi pada pesawat ex: mesin, baling-baling rusak, dll 3. Commersial Reason : diakibatkan oleh alasan komersial ex: pesawat kecil diganti oleh pesawat besar sehingga butuh waktu lama untuk check-in, atau sebaliknya adanya pax yang belum check-in 4. Security Reason : dilakukan oleh tindakan demi keamanan pesawat dan keselamatan pax ex: adanya pax VIP movement 5. Operational Reason ; dengan alasan operasi, contoh kekurangan pesawat atau kekurangan air crew

HAVE A NICE FLIGHT