UNIT 19 Handling Air Passengers Unit 19 WEEK

UNIT 19 Handling Air Passengers

Unit 19 - WEEK THREE LEARNING OUTCOMES P 5 Analyse the roles and responsibilities of the different organisations involved in the passenger handling process P 6 Explain how arriving passenger handling processes are co-ordinated

REVIEW OF UNIT 19 (WEEK 1) PASSENGERS STRANDED AT O'HARE AIRPORT DUE TO LONG TSA LINES http: //abc 7 chicago. com/news/passengers-stranded-at-ohare-due-to-long-tsalines/1340335/

P 2 Analyse the roles and responsibilities of the different organisations involved in the passenger handling process

Civil Aviation Authority- in the UK As the UK's specialist aviation regulator the UK’s CAA ensures that: v the aviation industry meets the highest safety standards v consumers have choice, value for money, are protected and treated fairly when they fly v we drive improvements in airlines and airports’ environmental performance v the aviation industry manages security risks effectively.

Civil Aviation Authority- in the UK cont. As the UK's specialist aviation regulator the UK’s CAA ensures that: • It runs the Air Travel Organisers Licence (ATOL) holiday financial protection scheme. (An Air Travel Organisers Licence (ATOL) protects you from losing your money or being stranded abroad. Travel firms selling air holiday packages must have an ATOL and must issue a certificate to you to prove that protection is in place. ) • It also economically regulates some airports and certain aspects of air traffic control. • Our consumer panel acts as a ‘critical friend’ providing a consumer perspective on all aspects of our work.

Civil Aviation Authority- in the UK cont. CAA responsibilities Airlines Airports Airspace Aviation capacity Aviation security Drones Environment Funding Pilot medicals Travel companies

Exploring CAA • • http: //www. caa. co. uk/passengers/ • • As a departing passenger As a cabin crew member http: //www. caa. co. uk/cabincrew/

UK Border Agency Border Force is a law enforcement command within the Home Office. We secure the UK border by carrying out immigration and customs controls for people and goods entering the UK. Repayment of VAT to overseas visitors- The Value Added Tax, or VAT, in the European Union is a general, broadly based consumption tax assessed on the value added to goods and services. It applies more or less to all goods and services that are bought and sold for use or consumption in the European Union. VAT is payable on most goods and services you buy in the UK. The VAT refund scheme can be used to reclaim VAT if you’re registered as a business in a non-EU country and bought the goods or services to use in your business.

UK Border Agency cont. Eligibility for VAT refund/ Passengers can use the scheme if all of the following apply: you’re registered as a business in a non-EU country you’re not VAT-registered in the UK and you don’t have to be, or can’t be, VAT-registered here you don’t have a place of business or other residence in the UK you don’t make any supplies in the UK, apart from: transport services related to the international carriage of goods and services where the person you’re supplying pays VAT on them

UK Border Agency cont. • What can be reclaimed ü You can reclaim VAT for most goods and services bought in the UK for your business including: ü accommodation and meals ü trade fairs ü travel costs ü 50% of the VAT charged for hiring or leasing a car ü other goods and services you buy and use in the UK • What can’t be reclaimed Ø VAT can’t be reclaimed on the cost of buying a car, or for goods and services: Ø bought for resale Ø used for business entertainment Ø used for non-business activities

Police Intervention Deportation- Each day, hundreds of non-citizens are detained at ports of entry across the United States. Customs and Border Patrol (CBP or “Customs”) routinely runs background checks on non-immigrant visa holders and lawful permanent residents. Often, Customs will find that the non-citizen has been convicted of a crime that appears to make him or her inadmissible for re-entry into the United States. The person may be detained for several hours while a determination is made by Customs to place this person in deportation or removal proceedings.

Police Intervention • Anti- terrorist/ counter terrorist police- the aim is to protect passengers from the threat of terrorism. • In the UK anti-terror police cut back on stopping and searching passengers at airports and ports amid fears of racial profiling - despite severe terror threat

Police Intervention- UK Airports

Public and Private Transport

Public and Private Transport cont. Personal Car (drive own self and pay for airport or off site parking/ or be driven by a friend or family member) Subway/ Rail way Taxi (Uber, Yellow Cab, Lyft) Public Bus Courtesy buses/shuttle provided by the hotel (Most of the hotels charge no fare for their shuttles. A few hotels may charge a fare for the shuttle bus. ) Airport shuttle buses between terminals Airport trains between terminals

AIRPORT TRANSFERS Airport transfers are perarranged transportation between an airport and a business traveller's final destination. Airport transfers are usually prepaid (through the travel agent or booking service), although they can also be arranged sometimes for separate payment. Lots of major airports have a number of shuttle services and options for local transportation.

AIRPORT HOTELS This a hotel near the airport. The hotel does not have to be connected to the airport (although some are) or even adjacent to it; it could be located up to five miles away. Most airport hotels have a shuttle to and from the terminals. Examples • Miami International Airport • Gatwick Hotel (UK) • Best Western JFK Airport Hotel • Holiday Inn Express Los Angeles- LAX Airport

LET’S EXPLORE- CAR PARKING http: //www. simpleairportparking. com/miami-airport-parkingmia. html? gclid=CLa. Ol. Jedm. NICFQdbhgod 2 h. QHNw

BUREAU DE CHANGE § This is an office where you can change the money of one country for that of another § Airports will provide this service for passengers.

RETAIL OUTLETS IN THE AIRPORT • Duty Free Shopping • https: //www. youtube. com/watch? v=IYEog 8 Zr. S 4 s • Montego Bay Jamaica- Sangster International Airport • http: //www. mbjairport. com/shopping-duty-free

Restaurant and Catering Facilities Restaurants, bistros, bars and cafés are present at the Airport. If passengers need to pass some time, they can also use these restaurants as tan ideal place for business meetings or to simply wind down on arrival. Our restaurants and cafeterias take their guests on a culinary world tour. Let our chefs indulge you with seasonal delicacies, ranging from light snacks to multicourse meals.

Restaurant and Catering Facilities • Let’s look at the Tampa International Airport • https: //www. youtube. com/watch? v=IPn 1 g_t. Pvy. M

LET’S EXPLORE- DUTY FREE SHOPPING AND CATERING FACILITIES Qatar Duty Free and Epicurean Adventure https: //www. youtube. com/watch? v=X 8 p 8 n 8 QKlp. U Watch, listen and make appropriate notes

P 3 Explain how departing passenger handling processes are co-ordinated

Pre- Shift Briefing in the airport Passenger Services pre-shift briefing is mandatory for staff to attend. Pre-shift briefings must occur for every shift start time in the relevant report location. Time is built into the roster to allow for a pre-shift briefing and in the ever changing scene of the airport is a vital tool for front line staff.

Shift Briefings in the airport Pre and Post Shift Briefings: • In order to facilitate coordination in the airport, one of the most important aspects of my managerial task is to gather and analyse complex information from multiple sources, make timely decisions, communicate directions clearly and concisely, and monitor task performance according to the pre-established benchmarks. • At the beginning of each shift a detailed briefing is completed with the outgoing shift so that all the operations structure is briefed for the key operational points that need special attention during the day.

Control Room Functions- A look at Canada • Inside Control Tower Airport) • https: //www. youtube. com/watch? v =e 6 Bo. Oqw. J 57 w • Matt Lauer- Air Traffic Control • https: //www. youtube. com/watch? v =v. PXKJ_9 x 6 a. U

Gate Allocation Depends on the airport. Some airports assign blocks of gates to specific airlines, and they then assign them to flights (usually on an as-needed or first-come-first-serve basis). Other airports assign them all themselves, again usually on an as-needed or first-come-firstserve basis. Of course there are categories of gates as well, size and capacity determine what aircraft types can be handled by specific gates. Depending on the airport, an airline may lease gates(s) and have exclusive rights to manage that particular gate or parking location. Typically there is always common use gates, which are allocated based on advance schedules submitted to the airport authority for approval. Gate management software is often used.

Boarding Commencement Time Domestic Flights

Boarding Commencement Time International Flights

Check In System Failure British Airways • http: //www. nbcnews. com/business/travel/british-airways-check-problemscause-lengthy-delays-multiple-airports-n 643116

Aircraft Delaying Boarding • Air Carrier: The cause of the cancellation or delay was due to circumstances within the airline's control (e. g. maintenance or crew problems, aircraft cleaning, baggage loading, fuelling, etc. ). • Extreme Weather: Significant meteorological conditions (actual or forecasted) that, in the judgment of the carrier, delays or prevents the operation of a flight such as tornado, blizzard or hurricane. • National Aviation System (NAS): Delays and cancellations attributable to the national aviation system that refer to a broad set of conditions, such as non-extreme weather conditions, airport operations, heavy traffic volume, and air traffic control. • Late-arriving aircraft: A previous flight with same aircraft arrived late, causing the present flight to depart late. • Security: Delays or cancellations caused by evacuation of a terminal or concourse, re-boarding of aircraft because of security breach, inoperative screening equipment and/or long lines in excess of 29 minutes at screening areas.

Aircraft Delay- 12 Airlines

Aircraft Delay- 12 Airlines cont.

Late Gate Changes Since the gate number may change, it is recommended that passengers always check the actual departure gate on the flight display system/ information screens at the airport.

P 4 Describe facilities and services provided for passengers arriving at airports

Disembarkation Passengers get off the plane and head straight to Immigration (like mentioned earlier, here some countries may require you to fill in a disembarkation card). When passengers get to the baggage area they claim their baggage and passengers can go and clear Customs.

Provision of air bridge/ steps Ø Where an air bridge is used the risk of a fall is minimised. Once the bridge is positioned communication between cabin crew and ground handlers is paramount. Ø Signals must be clearly understood by all parties and there should be positive confirmation by a pre-agreed signal that the bridge is fully in position and the door can be opened. Ø Door opening may be from inside or outside the aircraft but must be according to agreed procedures, to avoid any risk of accidental activation of the emergency chute. Ø There should also be a suitable procedure for the closing of the door and retraction of the air bridge

Provision of air bridge/ steps cont. Steps: § These may be provided by the ground handler, the airport or the airline operator and should be designed to be compatible with the aircraft type, and to provide adequate protection from risk of falls. • Whether the door is opened from inside or outside, the steps and adjustable guard rails will be positioned as close to the aircraft as possible to avoid risks of falls from the platform or the open door. Clear procedures and signals should be used to open the door.

Provision of air bridge/ steps cont. Steps: • Once the door is open adjustable guard rails on the access steps should are extended and locked in place such that the risk of any personnel/ equipment falling through the gaps between the aircraft and access steps is minimised. The aircraft door must NOT be left unguarded during this operation. • Clear procedures and means of communication should also be in place for removal of aircraft steps. Steps should only be removed by ground handlers on positive instruction from authorised persons.

Coach and Air Train Bus/ Coach provided from plane to terminal The Airport Train/Inter Terminal Train/ Termina. Link is a light-rail system connecting Terminals within the airport

DISEMBARKATION FOR PASSENGERS WITH REDUCED MOBILITY v To ensure the best possible service, passengers should notify the airline of their needs when making their booking or at least 48 hours prior to departure. The airline will then notify all airports included on your itinerary. v In some cases (e. g. during post-operative convalescence), the airline may ask passengers you for a doctor's certificate authorising the passenger to fly.

DISEMBARKATION FOR PASSENGERS WITH REDUCED MOBILITY Ø Personnel will assist you with disembarkation, then escort passenger through to the Arrivals hall to reclaim baggage. Ø Passengers will then be accompanied to their vehicle or public transport facilities or to one of the connecting points for their ongoing journey.

DISEMBARKATION FOR PASSENGERS WITH REDUCED MOBILITY cont. The Airport provides assistance to the following types of PRM, identified by the relevant international IATA codes: • Blind or vision impaired passengers (code: BLND) • Mobility impaired passengers, divided into three categories: 1. Passengers who are unable to walk long distances but can ascend and descend steps and walk on their own (code: WCHR) 2. Passengers who are unable to walk long distances or ascend/descend steps but can make their own way to/from cabin seat (code: WCHS) 3. Passengers who are paraplegic/quadriplegic, require an on-board wheelchair and must be carried to/from the cabin seat (code: WCHC) • Passengers with hearing disabilities (code: DEAF) • Passengers with intellectual or developmental disabilities (code: DPNA).

UNACCOMPANIED MINORS • Children are usually seated in the front area of the aircraft, so that our flight crew can have optimal visibility and control of the minors; they will be the first to board and the last to disembark. • On arrival at the destination, the appointed cabin crew member (typically the Purser), will pass the child to a waiting official, who in turn will assist him/her with luggage collection and all other airport, customs and immigration formalities if needed. • The child will then be personally handed over to the waiting adult guardian who will in turn sign a receipt.

BAGGAGE

BAGGAGE RECLAIM Baggage reclaim area is an area where arriving passengers claim checked-in baggage after disembarking from an airline flight. The alternative term baggage claim is used at airports in the USA. A typical baggage claim area contains baggage carousels or conveyor systems that deliver checked baggage to the passenger. The baggage claim area generally contains the airline's customer service counter for claiming oversized baggage or to report missing baggage.

BAGGAGE RECLAIM For international arrivals, the baggage reclaim area is a restricted area, after immigration control and before clearing customs, so that all baggage can be inspected by customs agents. Depending on the airport, the domestic baggage reclaim area may be located next to or shared with the international reclaim area, or sometimes located in the public part of the airport alongside car rental desks and airport exits, and only passengers at their final destination claim their bags here.

BAGGAGE RECLAIM cont. After passport control, Passengers will follow signs for Arrivals and you will come to the baggage reclaim area. Some airlines will let Passengers know the carousel they are to collect their luggage They will look for the flight on the information screens. When your bags are ready the carousel number will be shown. Free baggage trolleys are provided in the reclaim hall.

BAGGAGE ENQUIRIES Baggage handling and delivery is your airline’s responsibility from check-in to collection. If you need to make a baggage enquiry please contact your airline or handling agent via the desks in baggage reclaim. If you have left anything on board an aircraft or airline bus, please contact the airline immediately.

LEFT BAGGAGE v There are left luggage/baggage storage facilities in each terminal at most airports. v At the Heathrow Airport for example, baggage and luggage items can be stored for a few hours or up to 90 days. v All items are subject to security checks, including X-ray screening and random hand searches.

LOST BAGGAGE • If the airline loses bags, passengers must make sure they get a written claim for damages. This may require a different form than the original "missing luggage" form. This can be done at the airport or by mail. • The maximum an airline pays on lost bags and their contents is currently limited to $3, 500 per passenger on U. S. domestic flights, and a varying rate per passenger for checked baggage on international flights based on the Warsaw Convention or the Montreal Convention. • In the United States, if you paid a checked baggage fee for your lost bag, the airline must refund your fee. Check your carrier's website for specifics.

LOST BAGGAGE cont. • Passengers may need to produce receipts to prove the value of items you had in your suitcase. If you have them, include copies in any documentation you send to the airline. (Keep in mind that you will be reimbursed for the depreciated value of your items. • The airlines typically have a long list of items for which they will not be held responsible; these include jewellery, money, heirlooms and other valuables. These sorts of items should always be left at home or packed in your carry-on bag.

STOLEN BAGS Passenger should head directly to the baggage carousel when they get off their flight to minimize the potential time for their bag to be stolen. Many airlines scan bags when they are loaded into the baggage claim area and keep records, especially at larger airports. If a passenger’s bag goes missing after they left the baggage claim area, the claim is no longer with the airline, but with the police. Some passengers purchase travel insurance and this can be useful when bags are stolen.

Oversized Baggage Pick Up • These bags are available for pickup at specially assigned carousels

LET’S EXPLORE • Top 10 Baggage Claim Tips • http: //www. airsafe. com/issues/baggage-claim. htm

LET’S EXPLORE • American Airlines • https: //www. aa. com/i 18 n/travel-info/baggage/delayed-or-damagedbaggage. jsp • Lost property at the Heathrow Airport • http: //www. heathrow. com/airport-guide/terminal-facilities-and-services/lostproperty

Pets and animals • If passengers travelling with animals, then usually an airline representative will deliver these to the passenger in person at the baggage claim area.

TRANSFER AND TRANSIT "Transfer - people flying into the airport on one aircraft and departing on a second aircraft without breaking their journey" "Transit - people flying into and departing from the airport in the same aircraft, which stops to pick up additional passengers or cargo, or to refuel”

TRANSFER AND TRANSIT cont. • Let’s Explore • https: //www. youtube. com/watch? v=w. Hd. RF 8 jl. Oq 0

Abu Dhabi Airport • Meet and Assist- provided at a fee • Transit tips are provided for travellers http: //www. abudhabiairport. ae/english/airport-information/airportservices/meet-and-assist-services. aspx

OPTIONAL SERVICES AND FACILITES FOR PASSENGERS ARRIVING AT AIRPORTS

Arrivals Information • Provided for persons picking up passengers • Some airlines and airports provide this information on their websites. On the Sangster Internal Airport website the flight information provided is provided solely for informational purposes. • Every effort is made to provide flight information that is accurate and complete; however, they do caution persons to contact the airline directly to ensure complete accuracy of flight information. • At the airport Display Systems in the arrivals and waiting area provide information on arriving times

MEETING AREAS/ POINTS There is a designated meeting point within each terminal for persons meeting arriving passengers. In the USA, most major airports have their meeting area within the airport In Jamaica this meeting area is outside of the airport

ONWARD TRANSPORT SIGNAGE

ONWARD TRANSPORT SIGNAGE cont. After baggage claim, passengers will be directed by signage to where they should go to access various forms of transport, the car park or other terminals.

SHORT STAY CAR PARK Airport Short Stay car park is the most convenient place for a person to park a car if the person is taking a short trip or are just visiting the Airport. Short Stay car park at some airports can be reserved by pre-booking

FOR ONWARD TRAVEL • HOTEL AND COURTESY COACHES • PUBLIC TRANSPORT • PRIVATE TRANSFERS • CAR HIRE/CAR RENTAL https: //www. youtube. com/watch? v=BZ 2 Ik. R 3 SLVw

OTHER SERVICES v TOURIST INFORMATION v CURRENCY v LEFT EXCHANGE LUGGAGE v CATERING AND RETAIL OUTLETS

QUESTIONS

Source aircraft? , H. (2017). How do airports manage gate assignments for aircraft? . [online] Aviation. stackexchange. com. Available at: h ttp: //aviation. stackexchange. com/questions/30710/how-do-airports-manage-gate-assignments-for-aircraft [Accessed 11 Feb. 2017]. Forums, P. , Forums, M. and Corner), S. (2017). Transfer/transit passengers - PPRu. Ne Forums. [online] Pprune. org. Available at: http: //www. pprune. org/spectators-balcony spotters-corner/402738 -transfer-transit-passengers. html [Accessed 10 Feb. 2017]. Kelly, D. (2017). What are Airport Transfers? . [online] About. com Travel. Available at: http: //businesstravel. about. com/od/faqs/g/Glossary-Airport-Transfer. htm [Accessed Feb. 2017]. Left baggage | Luggage storage at Heathrow | Lockers | Heathrow. (2017). [online] Heathrow. com. Available at: http: //www. heathrow. com/airport-guide/terminal-facilitie and-services/left-baggage [Accessed 11 Feb. 2017]. Lost property | Heathrow lost and found | Heathrow. (2017). [online] Heathrow. com. Available at: http: //www. heathrow. com/airport-guide/terminal-facilities-and-services property [Accessed 11 Feb. 2017]. Unaccompanied Minors. (2017). [online] Airmalta. com. Available at: http: //www. airmalta. com/information/customer-support/young-travellers/unaccompanied-minors [Accessed 11 Feb. 2017]. Understanding the Reporting of Causes of Flight Delays and Cancellations | Bureau of Transportation Statistics. (2017). [online] Rita. dot. gov. Available at: https: //www. rita. dot. gov/bts/help/aviation/html/understanding. html [Accessed 12 Feb. 2017]. VAT: refunds for non-EU businesses visiting the UK - GOV. UK. (2017). [online] Gov. uk. Available at: https: //www. gov. uk/guidance/vat-refunds-for-non-eu-businesses-visiting uk [Accessed 11 Feb. 2017]. What do you mean By Embarkation & Disembarkation Of Passengers? . (2017). [online] In. answers. yahoo. com. Available at: https: //in. answers. yahoo. com/question/index? qid=20061126090725 AAz. Qt 6 L [Accessed 12 Feb. 2017].