PS5012FP PASSENGER HANDLING OPERATIONS

UNIT 8: ARRIVAL HANDLING

Name: Varshini ( 10 )
Class: UXN Date:

1. Identify the items essential for meeting an arrival flight.

 Arrival and departure flight schedule.
 Misconnections information and tight connection list
 Check with officer in charge if there are any advises that need attention.
 Check with Special Services Section for any special handling e.g. Wheelchair
passengers, unaccompanied minors or VIPs.

2. State and explain TWO ways a passenger may disembark from the aircraft at
the airport terminal.

Fixed gate arrival Remote bay arrival

 Ensure the gate is open.  Coaches will be sent to ferry

passengers from the aircraft to the
terminal building.

 The baggage collection belt number  All first and business class
is displayed passengers will disembark first and
transported to the terminal building

 Special services staff is there to  Passengers must not be allowed to

handle all the special cases. be walking around on the tarmac
area.

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3. Explain the rules that staff must adhere to when escorting passengers during
embarkation and disembarkation on the tarmac.

1. Ramp areas are restricted and passengers must always be escorted for
embarkation and disembarkation

2. Passengers are not allowed to walk under wings, fuselage or engine as oil or
fuel leak sometimes occur.

3. Keep a distance from jet blast

4. Watch out for other vehicles.

5. Smoking is strictly prohibited.

4. Explain the FOUR types of passenger arrival.

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 Passengers arrived at their end destination.

 Proceed to arrival immigration.
Arrival – Terminating
 Collect check-in baggage.
 Proceed for custom clearance.
 Has an onward journey to another destination either
on another airline or the same airline but on a
different aircraft.

Interline/Transfer –  Issued a boarding pass by up-line station.

Through Check-in
 Baggage has been tagged through to the end
destination

 Passengers will proceed to a new boarding gate.

 Has an onward journey to another destination either
on another airline or the same airline but on a
different aircraft.

 Passengers need to disembark and proceed to the

Interline/Transfer –
transfer counter to check in and collect boarding pass
No Through Check-in
for the next journey.

 Baggage will be re-tagged and loaded to new aircraft.

 Passengers to proceed to new boarding gate.

 Passenger disembarks and waits in transit while the
aircraft is being prepared for an onward flight
Transit
 Passenger will re-board the same aircraft and depart
to their next destination

5. Explain the duties of a Passenger Service Agent when cabin door opens.

o Greet Purser or Crew in-charge

o Confirm and tally special handling cases

o Perform in-flight announcement, if necessary.

o Greet and welcome passengers with positive body language.

o Self-introduction to passenger who require special assistance.

o Address passenger by name.

o Assist passenger with tight connection to the departure gate or transfer desk.

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UNIT 8: ARRIVAL HANDLING

o Direct terminating passengers to immigration, baggage reclaim and customs

o Confirm with cabin crew that all passengers have disembarked.

o Escort last passengers to the arrival hall, baggage claim area.

o Be proactive and look for passengers who may need assistance.

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UNIT 8: ARRIVAL HANDLING

6. State which passengers must be met and assisted and which may require
assistance upon arrival.

Categories of Passengers Assistance Rendered

(Optional/Compulsory)

E.g. Elderly Optional

Invalids/disabled must

Expectant Mothers may

Non-English Speaking must

Unaccompanied Minors/Young must

Passengers

Passenger with Tight may

Connecting Time

Wheelchair Users must

Deportees must

Passengers with Infants may

Previously mishandled may

passengers

Medical Cases must

7. Explain the duties of a Passenger Service Agent when handling passengers

with tight connection due to late arrival of aircraft.

It is recommended for passengers to have at least 1 hour in between their flight

arrival and the next departure. This is so that there is sufficient time for passengers to
disembark, check-in and report to the new gate. When an aircraft arrives late from an
inbound flight, passengers with connecting flight will be the most affected. This is
especially critical if the passenger has tight connection.

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8. How can a Passenger Service Agent (PSA) assist passengers travelling with
young children?

 Carrying of passenger’s personal belongings.

 The use of baby stroller if the passenger does not have one.
 The use of baggage trolley.
 A ride on the buggy, if available, to the next gate or nearest arrival hall.

9. Arrival of passengers (Cruise) – Fill in the blanks.

Customs Arrival
Leave ship
Immigration Luggage Hall
Inspection
claim

10. Explain the duties of staff during the disembarkation of passengers.

 Staff will be positioned along the link way to meet and greet guests who have just
disembarked from the cruise ship.
 Upon seeing guests, staff are required to direct guests inside the terminal for
immigration checks. Due to the high number of guests making their way to
immigration, staff will be required to control guest flow.
 Guests will be split into 4 different lines at the immigration to facilitate clearance i.e.
Singapore Citizens, All Other Passports, Special Assistance & Crew Members
 At the luggage hall, staff are to check and ensure that all the luggage are placed at
the correct colour or number code
 Staff are to inform porters in case of any misplaced luggage that needs to be located
 Assist guests to search for their luggage by asking for detailed description of their
luggage

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11. Arrival of passengers (Ferry) – Fill in the blanks.

Customs
Disembark Immigration Luggage claim Screening
Arrival Hall

*END*