UNIT 19 Handling Air Passengers Unit 19 WEEK

UNIT 19 Handling Air Passengers

Unit 19 - WEEK THREE FEBRUARY 25, 2017 (NO CLASS) taught on MARCH 4, 2017 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 2) JAMAICA CIVIL AVIATION AUTHORITY'S NICHOLE MORGAN ON IATA TRAINING HTTPS: //WWW. YOUTUBE. COM/WATCH? V=2 QSZCZ 7 PQBE

START OF UNIT 19 - WEEK 3 P 5 Analyse the and responsibilities of roles the different organisations involved in the passenger handling process

PORT HEALTH The Association of Port Health Authorities (APHA) is the only UK wide organisation representing the interests of Port Health Authorities and Local Authorities with responsibilities for public, animal and environmental health controls at sea and airports. •

PORT HEALTH- A look at the UK In UK airports the Local Authorities are responsible for carrying out a range of health controls for the protection of public and animal health. The International Health Regulations 2005 lay down a series of measures that prevent, protect against, control and respond to the international spread of disease. The 2005 Regulations come into force on the 15 th June 2007 and will be implemented in the UK by new Public Health (Aircraft) Regulations. Local Authorities controls risks from sick passengers and from pests such as insects and rodents that may be on board the vessel. Authorities are also responsible for monitoring pests and insects in and around the airport.

UK PORT HEALTH cont. FOOD AND WATER SAFETY Checks are carried out to ensure that the water used on board is safe to drink, sampling is carried out at filling points on the airport, from transporters and on the aircraft. Food Safety Regulations apply on board aircraft and Authorities work with the airlines and in-flight catering companies to ensure that they have effective food safety management measures in place to ensure that the food is safe to eat.

UK PORT HEALTH cont. ANIMAL HEALTH Imports of live animals are regulated by Animal Health (Previously known as the SVS), imports must be made through a live animal Border Inspection Post. A list of BIPs for the importation of live animals can be found on the Defra Website. Authorities also work with Department for Environment, Food and Rural Affairs (DEFRA), Animal Health and Trading Standards to ensuring that catering waste from aircraft is adequately controlled.

Department for Environment, Food and Rural Affairs (DEFRA) • EU Pet Travel • http: //ahvla. defra. gov. uk/external-operationsadmin/library/documents/exports/ET 141_v 1. pdf

Pet Travel • More airlines requiring larger pets to fly as cargo • https: //www. youtube. com/watch? v=r 4 ap. M 7 Kv. Usc Passengers abuse rules to bring animals on planes https: //www. youtube. com/watch? v=AO_m. Af. YM 1 Vo

UK PORT HEALTH cont. ENVIRONMENTAL CONTROLS Local Authorities also carry out noise and air quality monitoring around the airport to ensure that the disturbance to local residents is minimised and to protect their health.

UK BORDER AGENCY • UK Border Agency was replaced by UK Visas and Immigration Manages applications for people who want to visit, work, study or settle in the UK UK Visas and Immigration is responsible for making millions of decisions every year about who has the right to visit or stay in the country, with a firm emphasis on national security and a culture of customer satisfaction for people who come here legally. UKVI is part of the Home Office.

UK Visas and Immigration Responsibilities v to run the UK’s visa service, managing around 3 million applications a year from overseas nationals who wish to come to the UK to visit, study or work v to consider applications for British citizenship from overseas nationals who wish to settle here permanently v to run the UK’s asylum service offering protection to those eligible under the 1951 Geneva Convention v to decide applications from employers and educational establishments who want to join the register of sponsors v to manage appeals from unsuccessful applicants

UK Visas and Immigration cont. Arriving passengers • Your passport or identity card will be checked. You must: • have your passport or identity card ready remove it from a holder or wallet if you use one • remove your sunglasses if you’re wearing them • move through passport control together if you’re in a family

UK Visas and Immigration cont. Arriving passengers If you’re refused entry v You’ll be told in writing: v why you’ve been refused entry to the UK v if you can appeal against the decision v when you will be removed from the UK You’ll usually have to leave the UK immediately. v You may be allowed into the UK temporarily (usually for up to a week) but your passport will be taken from you and you must report to immigration officers at set times.

Asylum Seeker Process- LET’S EXPLORE • Overview • https: //www. gov. uk/claim-asylum • Eligibility • https: //www. gov. uk/claim-asylum/eligibility • Documents you must provide • https: //www. gov. uk/claim-asylum/documents • Register your Asylum Claim • https: //www. gov. uk/claim-asylum/screening • After your Screening • https: //www. gov. uk/claim-asylum/after-your-screening

Asylum Seeker Process cont. • Asylum Interview • https: //www. gov. uk/claim-asylum/asylum-interview • Get a decision • https: //www. gov. uk/claim-asylum/decision • Help you can get • https: //www. gov. uk/claim-asylum/help-you-can-get • If you're under 18 • https: //www. gov. uk/claim-asylum/children

UK CUSTOMS You can bring some goods from abroad without having to pay UK tax or ‘duty’ (customs charges), as long as they’re for your own use. from outside the EU you can only bring in a certain amount without paying duty or tax - up to your duty-free allowance If you’re coming: from a European Union (EU) country you can bring in an unlimited amount of most goods

Bringing goods- ARRIVALS from EU • You don’t pay duty or tax on goods you bring in from the European Union (EU) as long as you: • transport them yourself • will use them yourself or give them away as a gift • have paid duty and tax in the country where you bought them EXPLORE • https: //www. gov. uk/duty-free-goods/arrivals-from-eu-countries

Bringing goods- ARRIVALS from outside EU • Your duty-free allowance means you can bring in a certain amount of goods for your own use from outside the European Union (EU) without paying duty or tax. • When you’re bringing in goods you must: • transport them yourself • use them yourself or give them away as a gift • You can’t combine allowances with other people to bring in more than your individual allowance. • EXPLORE • https: //www. gov. uk/duty-free-goods/arrivals-from-outside-the-eu

UK CUSTOMS cont. BANNED AND RESTRICTED GOODS These include: illegal drugs offensive weapons, e. g. flick knives self-defence sprays, e. g. pepper spray and CS gas endangered animal and plant species rough diamonds indecent and obscene materials personal imports of meat and dairy products from most non-EU countries

UK CUSTOMS cont. BANNED AND RESTRICTED GOODS Some goods are restricted - like firearms, explosives and ammunition. You need a special licence to bring them in to the UK. v Some food and plant products are also restricted if they: v aren’t free from pests and diseases v aren’t for your own use v weren’t v If grown in the EU you bring goods suspected of infringing intellectual property rights (e. g. ‘pirate’ copies of movies or music) they may be seized and you could be prosecuted.

DECLARING GOODS TO UK CUSTOMS You must tell customs (known as ‘declaring’) on arrival in the UK if you have goods: that are banned or restricted over your dutyfree allowance that you plan to sell

DECLARING GOODS TO UK CUSTOMS cont. You and your baggage can be checked for anything that must be declared. You may be asked to: • pay tax or duty • give up banned goods • produce documents for restricted goods, e. g. licences and permits • If you don’t do what you’re asked, your goods and any vehicle you use to transport them may be seized.

Police Intervention- Special Branch (UK) Special Branch is a label customarily used to identify units responsible for matters of national security and intelligence in British and Commonwealth police forces, as well as in Ireland the Royal Thai Police. A Special Branch unit acquires and develops intelligence, usually of a political or sensitive nature, and conducts investigations to protect the State from perceived threats of subversion—particularly terrorism and other extremist political activity.

Police Intervention- Special Branch (UK) cont. The Unit monitors and intercepts people arriving in Yorkshire from abroad or leaving who may be wanted or pose a threat in the UK. This particularly focuses on identifying terror suspects, intercepting child abductors, preventing known football thugs from travelling illegally and studying and analysing the travels of known criminals.

P 6 How arriving passenger handling processes are coordinated

REASONS FOR INTRA- ORGANISATION COORDINATION • Intra organisation means being or occurring within an organization. q Airport ground handling operations include the services that are provided to an aircraft between the time of its arrival, and departure for next flight, and can be broadly classified as ‘terminal operations’ and ‘airside operations’. q Terminal operations include services such as baggage handling, passenger loading/unloading, transit passenger handling, security checks and cargo handling. Airside operations include ramp services, on-ramp aircraft servicing, on-board services, and external ramp equipment.

REASONS FOR INTRA- ORGANISATION COORDINATION cont. • Ramp services include processes such as supervision, marshalling, startup, moving/towing aircraft, and implementation of safety measures. • On-ramp aircraft servicing include routine and non-routine maintenance, refuelling, checking of wheels, de-icing, servicing of toilet, supply of potable water, and cleaning of windows and nacelle. • On-board services include catering services, in-flight entertainment, cleaning, and other minor servicing of cabin fittings and seating configuration. • External ramp equipment operations include passenger steps, cargo loaders, mail and equipment loading, and crew steps on all freight aircraft.

REASONS FOR INTRA- ORGANISATION COORDINATION cont. Ramp services include processes such as supervision, marshalling, start-up, moving/towing aircraft, and implementation of safety measures. On-ramp aircraft servicing include routine and non-routine maintenance, refuelling, checking of wheels, de-icing, servicing of toilet, supply of potable water, and cleaning of windows and nacelle. On-board services include catering services, in-flight entertainment, cleaning, and other minor servicing of cabin fittings and seating configuration. External ramp equipment operations include passenger steps, cargo loaders, mail and equipment loading, and crew steps on all freight aircraft.

REASONS FOR INTRA- ORGANISATION AND INTER- ORGANISATION COORDINATION • interorganizational is a system between organizations, or "shared information system among a group of companies. v Ground handling services are either provided by the airport, the airline or any other third-party ground handling company. An airline may choose to provide ground handling services itself, i. e. , self -handling, or can contract another company to provide such services, i. e. , third-party company, which could be another airline providing such services or a dedicated ground handling service provider.

REASONS FOR INTRA- ORGANISATION AND INTER- ORGANISATION COORDINATION all the necessary ground handling services are not provided by a single company, but usually split between few of the service providers. For example, an airline handling the passenger services can contract the ramp services to other ground handling service providers. Ground handling service providers include airport’s ground handling companies, independent operators, self-handling airlines, and third-party companies. ground handling tasks are very diverse and the operations are carried out simultaneously to decrease aircraft’s ground time, hence increase the ‘aircraft utilization rate’. Delays result in heavy loss and also might lead to compensation payments. Thus, time-efficiency in ground operations is always a high priority. This makes ground handling operations even more challenging as the efficiency of ground handling operations depends on coordination between various technological equipment, staffs and information support systems.

REASONS FOR INTRA- ORGANISATION AND INTER- ORGANISATION COORDINATION • Speed of operations, efficiency and accuracy are highly essential in ground handling operations to minimize aircraft turnaround time and the handling costs. • Ground handling operations use specialized equipment to provide various services, and must be available as and when required to avoid delays. Also, different set of activities have to be done in parallel at a set schedule and also in an orderly manner. For example, few of the ground handling activities need to be performed as soon as the aircraft arrives at their parking stand, while some other procedures could be carried out at the time of departure.

REASONS FOR INTRA- ORGANISATION AND INTER- ORGANISATION COORDINATION Ground handling operations are carried out by various companies within the set interval of time, a high level of coordination has to be maintained between these service providers regarding the scheduling of tasks for each aircraft and also the use of service vehicles. The duration of ground handling operation might also vary from one flight to another, and also depends on the aircraft type, volume of passengers/cargo, as well as external factors such as weather conditions at the airport.

METHODS AND SYSTEMS USED TO FACILITATE COORDINATION • CONTROL ROOM FUNCTIONS Durin g peak air travel times in the United States, there about 5, 000 airplanes in the sky every hour. This translates to approximately 50, 000 aircraft operating in our skies each day. How do these aircraft keep from colliding with each other? How does air traffic move into and out of an airport or across the country? v The task of ensuring safe operations of commercial and private aircraft falls on air traffic controllers. v air traffic control as one of the most critically important functions of airport operation.

METHODS AND SYSTEMS USED TO FACILITATE COORDINATION • CONTROL ROOM FUNCTIONS cont. They must coordinate the movements of thousands of aircraft, keep them at safe distances from each other, direct them during take-off and landing from airports, direct them around bad weather and ensure that traffic flows smoothly with minimal delays.

METHODS AND SYSTEMS USED TO FACILITATE COORDINATION • CONTROL ROOM FUNCTIONS cont. LET’S EXPLORE WHAT IS AIR TRAFFIC CONTROL https: //www. youtube. com/watch? v=m 5 KOg. ETF 78 o

Control Room Functions- A look at Canada • Inside Control Tower Airport • https: //www. youtube. com/watch? v =e 6 Bo. Oqw. J 57 w

METHODS AND SYSTEMS USED TO FACILITATE COORDINATION • GATE ALLOCATION Gates are usually assigned by the airline's dispatch centre and not the airport. Airlines have access to only a certain number of gates in a particular airport via leasing agreements (though, in some case they may even "own" those gates). The dispatch centre will decide which gate to assign the plane to based on availability, plane size, and where the plane is coming from. For example, if the flight is arriving in the US from an international country, it has to be placed at a gate with direct access to immigration and customs.

METHODS AND SYSTEMS USED TO FACILITATE COORDINATION • GATE ALLOCATION cont. q Since the airline can determine on its own which gate to use, they can theoretically strategically place planes based on connections. However, given the sheer number of flights at major airline hubs it is probably more of a "this gate is available, put the plane there" type mentality. At smaller airports it probably does not matter much as the gates are not that far apart to begin with. q Some airports / terminals have multi-use gates that are not assigned to one particular airline. This is usually in international terminals where foreign carriers tend to have only one flight a day into an airport, so it does not make sense to dedicate one gate for a single airline.

METHODS AND SYSTEMS USED TO FACILITATE COORDINATION • GATE ALLOCATION cont. In this case the airline's dispatch probably coordinates with the airport before the plane lands to determine which gate the plane will be parked at. Dedicated gates are more prevalent at major hubs. When a plane is about to land at an airport, the plane's radio is typically set to the airport's control tower frequency. After landing the plane is handed over to a "ground control" frequency (typically at larger airports) where the pilot tells the controller which gate he/she is heading to and the controller will give the pilot the clearance and routing to reach that gate.

METHODS AND SYSTEMS USED TO FACILITATE COORDINATION • ESCORTING PASSENGERS (Meet and Assist Services) Meet & Assist makes passing through airports simple. It adds a First Class feel, something that is usually reserved for VIPs and celebrities. The service helps bypass long lines, and removes language barriers. It makes passing through a busy airport easy, and will ensure a fast arrival, a smooth departure, or a successful connection they will take you through immigration, customs and luggage collection, they will ensure you are well taken care of up to your departure. Airport Passenger Services Representatives normally meet guests right in the area before passport control or at the entrance of the terminal according to arrangements.

METHODS AND SYSTEMS USED TO FACILITATE COORDINATION • ESCORTING PASSENGERS (Meet and Assist Services) cont. v Airport Passenger Services Representative will be holding a welcome sign including the guest's name, company name, logo or some other previously arranged symbol. The guest is then accompanied through the various checkpoints (security, Visa upon arrival (if required), passport control, immigration, customs, and luggage collection. Depending on the arrangements our representative will escort you to the arrivals area, vehicle, or family members awaiting your arrival.

METHODS AND SYSTEMS USED TO FACILITATE COORDINATION • MONITORING BAGGAGE DELIVERY AREA § International Air Transport Association is a trade association of the world's airlines. Consisting of 268 airlines, primarily major carriers, representing 117 countries, the IATA's member airlines account for carrying approximately 83% of total Available Seat Kilometres air traffic. IATA members shall maintain an accurate inventory of baggage by monitoring the acquisition and delivery of baggage. LET’S EXPLORE https: //www. iata. org/whatwedo/stb/Documents/baggage-tracking-res 753. pdf

METHODS AND SYSTEMS USED TO FACILITATE COORDINATION • MONITORING BAGGAGE DELIVERY AREA cont. LET’S EXPLORE RFID Baggage Tracking System for Airlines and Airports https: //www. youtube. com/watch? v=TYsp. NRC 8 Nn. U DELTA: https: //www. youtube. com/watch? v=Ywgx. Xkstbz 0

ACTION WHEN SHORTFALLS OR BREAKDOWNS IN SYSTEMS, PROCEDURES AND PRACTICES OCCUR

Arrival Information Display information System Failure The display of flight information is extremely important for an airport. Without the right flight information passengers don’t know where to go and when their flight will depart. Visitors are unknown about the arrival time of their relatives and airport personnel is not informed about internal flight details. As a result the airport will end up in chaos. So, for an airport it’s crucial that people get well informed with flight information that is both accurate and up-to-date.

LOST UNACCOMPANIED MINOR v Airlines charge extra for unaccompanied minors, but in practice that doesn’t mean that anyone is watching your kid for most of the journey. • Delta • https: //www. youtube. com/watch? v=ZMT 3 k. KLze. CA • United Airlines • http: //www. click 2 houston. com/news/child-left-alone-at-iah-after-flight

BAD WEATHER DELAYS When severe weather or other major events may impact our operations, we sometimes issue travel waivers to allow you to change to alternate flights. Depending on the severity of the event, we may allow you to change to another flight or travel on a different date without paying a change fee.

Worst 10 airports for weather-related delays in the winter

BAD WEATHER DELAYS cont. v Snow delays occur when the Federal Aviation Administration, the local airport or a pilot decide that the weather conditions are too dangerous for safe travel. The problematic weather may occur at the departure or arrival airport, or en route. v. A delay may also occur even when your airport has perfect weather -- each commercial airplane makes several trips a day and a previous flight that the plane was scheduled to undertake may have been cancelled or delayed by weather. v The Federal Aviation Administration requires every airport that receives more than 6 inches of snow a year to create a snow and ice control plan and committee to create guidelines for winter operations.

BAD WEATHER DELAYS cont. SNOW Snow can cause issues during take-off, landings or even while in flight. The FAA considers a runway to be contaminated when standing water, snow, ice or slush are present. Standing water, snow or slush can make it difficult for a plane to take off or land safely as they can cause friction, reducing traction. This can lead to hydroplaning/aquaplaning, according to the Flight Safety Foundation.

BAD WEATHER DELAYS cont. SNOW cont. Landing distances required are different for wet or dry runways, meaning some planes may not be able to land safely on their usual runway when snow is present. Small snowstorms without much accumulation aren't usually a concern at airports that are prepared for snow as they have the needed snow-removal equipment on hand. Large amounts of snowfall, however, make it difficult to keep runways clear. An airport that doesn't typically remove any snow may be unprepared to handle even a small amount of snow. Blizzards and thunder snow storms can cause visibility, icing or turbulence problems during flights and landings.

BAD WEATHER DELAYS cont. WIND • Strong winds can cause visibility issues for pilots even when snow is not falling. While the FAA determines safe parameters for crosswinds during flights --primarily for landings and take-off -- a local airport may need to cancel flights due to blowing or drifting snow. A strong wind might be OK for landings or departures on a sunny day, but when combined with ice may cause problems. Winds from winter storms can be strong, according to Aero. Safety World magazine, and can lead to what meteorologists call "bomb cyclones" or "bombs. " This type of wind can prevent take-offs and landings, or cause extreme turbulence in the air, leading to flight delays.

BAD WEATHER DELAYS cont. AIRLINE OBLIGATIONS Airlines are not responsible for providing compensation to passengers when the event affecting a delay in flight is related to weather or another incident outside of the airline's control. Passengers will be rerouted on the next available flight to their original destination or to another nearby destination of their choosing at no cost. Passengers are also eligible for a refund on the unused portion of their ticket; this is usually made as a travel certificate for a future flight. Passengers are not eligible for hotel compensation in the event that their flight is delayed a full day or more when the delay is weather-related. Airlines often allow passengers to change their travel plans for free ahead of time when a winter storm is pending. This can help reduce chaos at the airport when flights are cancelled.

BAD WEATHER DELAYS cont. ICE While planes can be de-iced if still at the airport, icing is an extremely dangerous weather condition for flying, landing and take-offs. The runways can become slick, making safe landings unlikely. Additionally, ice build-up on the aircraft itself can lead to mechanical or functional problems. According to Aero. Safety World Magazine, in-flight icing is a bigger problem for small aircraft, but it can still cause issues on large planes. If freezing rain is occurring, it is likely that flights will be delayed or cancelled as ice can build up on the wings, windshields and runways.

BAGGAGE CAROUSEL BREAKDOWN LET’S EXPLORE • HEATHROW AIRPORT http: //www. dailymail. co. uk/news/article-2672523/Check-chaos. Heathrows-Terminal-5 -baggage-belt-BREAKS-leaving-hundreds-passengersglobe-without-luggage. html

QUESTIONS

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