By AhmadGround Ahsan Services

By Ahmad Ahsan

In-Depth Look at: Passenger Services

CHECK IN Adequacy of general check-in desks First-class check-in service Waiting time at check-in Seat selection procedure Information display Passenger acceptance control Standby control, late passenger, overbooking, rebates Acceptance of excess, special, and oversized baggage Baggage tagging, including transfer, first class, crew Standby Crew/Supy Crew

In-Depth Look at: Passenger Services

CHECK IN Security of boarding passes/ticketing/cash and credit vouchers Minimum and average check-in times Preparation of passenger lists Control of catering orders Ticket issues and reservations Changes due to passenger demand

In-Depth Look at: Passenger Services

SECURITY Personal search or scan efficiency Hand baggage search efficiency Inconvenience level and waiting times Special Cases Escort and Boarding Document check Liaison level between cabin staff Service levels of special waiting lounges for premium ticket holders Special handling: minors, handicapped

In-Depth Look at: Passenger Services

BOARDING Effectiveness of directions and announcements Staff availability for inquiries at waiting and boarding points Assistance at governmental control points Control of boarding procedure Liaison level between check-in and cabin staff Service levels of special waiting lounges for premium ticket holders Special handling: minors, handicapped Trim Sheet Doors Closed

In-Depth Look at: Passenger Services

ARRIVAL / DEBOARDING Arrivals Staff to meet flight Information for terminating and transfer passengers Transfer procedures Assistance through government control points Special passenger handling: minors, handicapped Baggage delivery standards Assistance at baggage delivery Arrangement of special services for premium pax Squawks

In-Depth Look at: Passenger Services

DELAY AND CANCELLATION Procedures for information to passengers Procedures for family members Messages including information to destination and en route points Procedures for rerouting and surface transfers Meals, refreshments and hotel accommodation Passenger Services: Baggage Facilities Compilation of lost or damaged reports Baggage tracing procedures Claims and Complaints procedures

In-Depth Look at: Passenger Services

EQUIPMENT Security and condition of all equipment: scales,printer, credit card reader, calculators, etc. Condition and serviceability of ramp vehicles Serviceability and appearance of ramp equipment Maintenance of ramp equipment and vehicles Driving standards and safety procedures Communications: telephones, ground-air radio, groundground radio, monitoring of frequency and liasion with operations room

In-Depth Look at: Passenger Services

RAMP SERVICE Aircraft Loading/Unloading Management of pax flow Care of aircraft exteriors, interiors and Unit Load Devices (ULD) Adequacy of loading instructions and training Ramp equipment planning and availability Positioning of equipment to aircraft Loading and unloading supervision

In-Depth Look at: Passenger Services

RAMP SERVICE Cleaning/Catering Standard of cockpit and cabin cleaning/dressing Toilet/potable water servicing Catering loading/unloading Availability of ground air/gpu/mpu/air start unit Air Bridge/Jetway operations Securing, restraining and spreading loads Operation of load equipment Operation of aircraft onboard systems Ramp security and safety

In-Depth Look at: Passenger Services

LOAD CONTROL and DISPATCH Load sheet accuracy and adequacy of presentation Load planning Advance Zero fuel calculation and flight preparation Punctuality Turnaround/transit supervision Passenger release from aircraft Passenger waiting time at boarding point and crew coordination Logs and message files Flight plan, meteorological information, trim sheet, told

In-Depth Look at: Passenger Services

DELAY AND CANCELLATION Procedures for information to passengers Procedures for family members Messages including information to destination and en route points Procedures for rerouting and surface transfers Meals, refreshments and hotel accommodation Passenger Services: Baggage Facilities Compilation of lost or damaged reports Baggage tracing procedures Claims and Complaints procedures

In-Depth Look at: Passenger Services

ADMINISTRATION Inventory records: ramp equipment/vehicles/office equipment/furniture Budgeting: preparation and monitoring Control of cash/invoices/tickets/accounting data Complaints register Staff appearance Condition of manuals/local instructions/emergency procedures/standing orders/anos/ads/com,fom,ahm office files