Passenger Ground Services 4th Edition - 9 Marked-17-42

Module 1:
Introduction to Airport & Airline Ground

Operations
Passenger Ground Services Course Textbook
• Describe the airport as an operational system (Unit 1.1)

• Describe airline ground operational requirements (Unit 1.2)
• State regulatory requirements for passenger, baggage, catering, cargo and
security areas (Unit 1.3)
Module Learning
Objectives
By completing this Module,
you will be able to:
Module Introduction
Passenger Ground Services Agents (PGSAs) work at airports and provide a
variety of services for passengers such as checking-in of the person and their
baggage. PGSAs work as part of a larger airport and airline operation that
contributes to safe, secure and efficient ground operations. They are required
to liaise with other agencies in the airport that also provide passenger-related
services such as caterers, baggage handlers, security, law enforcement and
immigration. This module will describe how airport and airline ground
operations work but also the function of other agencies which are part of this
bigger operation. PGSAs need to understand how airport and airline ground
operations are carried out and the role they play in these operations as they
may have to liaise with other agencies during the performance of their duties.
Developments in technology have come a long way in the last few years.
Developments in technology
Although traditional continue
check in methods toexist
still evolve andform
in the while traditional
of check in desks.
check in methods
There has still in
been a rise exist
low in theand
cost form of low
ultra check
costinairlines.
desks, Inairports are
addition there
always
are nowworking on more efficient
larger passenger and effective
number increasing yearways to process
on year. Airports have to find
more efficientusing
passengers waystheof processing passengers
existing space using the same
in the terminals. space within the
Technological
terminal. Embracing
advancements weretechnology
prioritized has seen
during theairlines encouraging
worldwide pandemic passengers
as to
use self-service
touchless option including
and contactless printing
services were own boarding
needed, as passes
well asand bag tags. In
by the
this new era
increase of technology
in the number of agents
low and need to be able
ultra-low costto understand
airlines who’sthese
cost systems
and assist passengers in using them.
savings business models drive less physical space and printed
materials andberely
You will also more ontotechnology
introduced and equipment.
the international Airlines
regulatory requirements related
encourage the of
to the carriage the use of self-service
passengers options including
and their baggage and where online
theseand
regulations
kiosk check
are found. Asin, e-boarding
a PGSA, gates
you will and many
be required to of theseapplicable
enforce devices andregulations
when performingallow
advancements yourtheduties.
passengers to manage their own electronic or
printed boarding passes and baggage tags. PGSA’s need to be able to
understand these systems, how they work and how to best assist the
passengers using them.
You will also be introduced to the international regulatory requirements

related to the carriage of passengers and their baggage and where
these regulations are found. As a PGSA, you will be required to
enforce applicable regulations when performing your duties.
Module Introduction 9
Finally in order to be able to fully function as a PGSA, the hiring airline or

ground handling company will provide you with additional training according to
their own company procedures and local regulatory framework (i.e. your
country's Civil Aviation Authority or Airport Operator's requirements). This
requirement is stated in the ISAGO Standards Manual (IATA Safety Audit for
Ground Operations) Section 1/5.2 as follows:
5.2 Passenger Handling Training Program

ORM-HS 5.2.1 If the Provider delivers passenger handling services at any
station, the Provider shall have a program that ensures all personnel with
duties and/or responsibilities in operational passenger handling functions
complete initial and recurrent training in passenger handling operations, which
addresses:
(i) General training prior to being assigned to perform operational duties;
(ii) Operational subject areas as applicable to assigned passenger handling
function(s);
(iii) Dangerous goods appropriate to assigned operational functions or duties
including a recurrent training within 24-month period since the previous
DG training.
Figure 1
You will learn more about ISAGO in the units to follow.
10 Module 1: Introduction to Airport & Airline Ground Operations

1.1 The Airport as an Operational System
• Outline the nature and development of airports

• Describe the functions of an airport
• List the key clients and ground handling services provided by airports
• Specify the key agencies and challenges each of these agencies face
Unit Learning
Objectives
By completing this Unit, 1.1.0 Unit Overview
you will be able to: Airports are an essential component of the air transport system. Operating an
airport involves many different agencies, such as airport management, police,
customs, immigration, security, ground handling agents, and air traffic
controllers, who provide a variety of services in order to facilitate the movement
of passengers, baggage, cargo, and mail, safely and securely by air. The
airlines are the main users of airports.
As the number of Aspassengers

air transportation becomes
travelling by airincreasingly popular as
typically increases a mode
each year,ofcivil
travel, civil
aviation
aviation needs to effectively respond to the demand and the
needs to effectively respond to both the demand and the challenges the industry is facing.challenges the
industry is facing. The four components of the air transport industry are the
This includes the effects of the worldwide pandemic from 2020–2022, where air travel
airports, the airlines, the air navigation services and the regulatory bodies. All
dropped to a significantly
components loware
volume and then and
interdependent returned at such
must work a pace that
in concert. many airlines
For example, to
and providers struggled to keep up.
meet the needs of the airlines and passengers, airports must continuously re-
invent themselves, despite facing pressures from new aircraft configurations,
The four components
securityof threats,
the air transport industry
cost controls, are thepassenger
increasing airports, the airlines,
demand and the air to the
adding
navigation services and the regulatory bodies.
competitive nature of the industry. All components are interdependent and must
work in concert. For example, to meet the needs of the airlines and passengers, airports must
In this unit,
continuously re-invent you will learn
themselves, howfacing
despite airports function and
pressures fromcope
newwith these
aircraft pressures.
configurations,
security threats, cost controls, and increasing passenger demand, all of which add to the
competitive nature of the industry.
Figure 1.1—Air Transportation System Components
Key Learning Point

The rapid introduction of new technology to speed up the clearance of
passengers and their baggage means PGSAs must constantly learn and adapt.
Unit 1.1: The Airport as an Operational System 11

1.1.1 Nature and Development of Airports

Domestic, national and international civil aviation is the basis of a multi-national
business involved in the transport of people and goods around the world. Wide-
Domestic, national and international civil
bodied aircraft, aviation
capable of form the basis
tremendous of this
speed andmulti-national business
range, at attractive cost involved
to in the
transport of people and goods around the world. Wide-bodied and more fuel efficient
passengers, have opened up the skies to greater travel. Cargo capacity, aircraft, capable of
increased range, have opened
enablingupjust
theinskies to more of
time delivery opportunities for travel,
exports/imports, at competitive
has made air transportprices
an for
passengers. Cargo capacity, enabling
attractive optionjust in time delivery
to international of exports/imports, has made air transport an
trade.
attractive option to international trade, which saw tremendous growth during the worldwide pandemic, when
The ability of PGSAs to function successfully will be affected by:
passenger travel dropped.
• Rapid technological changes in passenger and baggage clearance
processes
The ability of PGSAs to function and thewill
successfully introduction of bigger
be affected by: capacity aircraft.
• Rapid growth in passenger loads and the number of airports that are
Rapid technological changescomingin passenger
on line. and baggage acceptance processes and the introduction of larger
capacity aircraft.
Rapid growth in passenger • loads
Increasing commercialization
and the of allthat
number of airports aviation assets and services due to
are opening.
Increasing commercializationpassenger demand
of all aviation for improved
assets airport
and services dueenvironments
to passenger and service for improved airport
demand
standards.
environments and service standards.
New technological implementations aiming to enhance
• New technological and facilitate
implementations aimingpassenger
to enhanceexperience.
and facilitate
The reactive development ofpassenger
international aviation security measures in response to ongoing acts of terrorism.
experience.
A sharing of the skies and facilities by civil, military and general aviation, and
• The reactive development of international aviation security measures in
The increasing affordability of air travel resulting in the entry of new and low cost airlines to meet travel
response to ongoing acts of terrorism.
demands.
• A sharing
Every country takes its geography, of the skies
economy and and facilities
political by civil, into
foundation military and general
account aviation, an airport.
when developing
and
This, too, will impact the role of PGSAs, depending on whether the airport is in a developing or developed
country. We can classify•airports into different
The increasing types asoffollows:
affordability air travel resulting in the entry of new and
low cost airlines to meet travel demands.
Every country takes its geography, economy and political foundation into
account when developing an airport. This, too, will impact the role of PGSAs,
depending on whether the airport is in a developing or developed country. We
can classify airports into different types as follows:
• Gateway international airports, which supply a wide range of international,
intercontinental and domestic services. These can also be referred to as
Major International or Hub Airports.
• Regional airports, which provide short-haul international and domestic
services, including links to gateway airports
• Local airports, which provide facilities for domestic feeder services, charter
flights and general aviation, and
• General aviation airports, which are concerned with flight activities not
involving commercial air transportation or aerial work.
1.1.2 Functions of an Airport

The deregulation of the airline industry has had numerous consequences. In
the United States, one of the more noteworthy consequences was the
widespread expansion of hub-and-spoke networks. A by-product of this
expansion was a significant improvement in the level of service offered in
smaller, secondary markets. By expanding their networks many established
airlines began serving markets they had not served before. Another noteworthy
consequence of deregulation was the establishment of many new airlines.
Increased competition was the impetus for the introduction of discounted fares.
Competition was also the impetus for marketing innovations designed to
encourage brand loyalty, such as frequent flyer programmes. and status incentives.

The airline industry has grown substantially since deregulation because of greater
competition, a larger number of markets being served, and more competitive fares being
The airline industry has grown substantially since deregulation because of
offered togreater
passengers. Along with this growth and the complexity it added, the need for
competition, a larger number of markets being served, and more
revenue management and ancillary
extensive discounting. Alongrevenue
with thishas become
growth critically
and the important
complexity to both
it added, the
airports and its main tenants, the airlines.
need for revenue management has become critically important.
Figure 1.1.2a—A general airport layout
Did You Know?

An airport is divided into “airside” and “landside”. The airside is a restricted
area, while the landside is open to the public.
In referring to Figure 1.1.2a, you will notice that the landside is the area of the
airport where the public has free access. The airside is restricted to airport staff
carrying a proper security badge or to travelling passengers holding a boarding
pass. As a PGSA, it is important to note that the passenger check-in area is
landside, while the boarding gates are airside. Your responsibilities will require
you to operate in both these areas, as explained in a later module. In the
illustration above, the red arrows indicate the movement of passengers from
check-in to the boarding gates.
A PGSA has to interact with different agencies in the airport, which are
organized by the type of services they provide to the airlines or in the airport.
These are:
• Passenger handling (which is the task of PGSAs),
• Aircraft servicing, maintenance and engineering,

• Airline operations, including flight crew, cabin attendants, ground crew,

terminal and office staff,
• Retail outlets, concessions
Concessionaires and leasingand leasing companies,
companies,
• Aviation support facilities (e.g. ATC, meteorology, etc.),
• Government agencies (e.g. Police, Customs, Immigration, etc.).
These services are designed to meet the needs of the airlines and passengers.
Some e.g. passenger handling services, are managed by the airlines or their
ground handling agents (GHAs).
Figure 1.1.2b—The covered passageway or bridge connects the boarding gate

with the aircraft (airside)
1.1.3 Key Client and Services Provided

As described earlier, the airlines are the key clients for airports, since they
determine the success and profitability of airport operations. The passengers
are the airlines' clients, and often their first point of contact when they arrive at
the airport will be the PGSAs at check-in.
When operating in any airport, an airline requires six major services. The major
one is passenger handling, which involves all aspects of checking-in
passengers and their baggage and boarding. The others are:
• Cargo handling, which involves the processes for loading/unloading of
cargo
• Catering services for the meals that are served on board the aircraft
• Ground handling services while the aircraft is on the ground, which include
aircraft cleaning services and baggage handling
• Security services for passengers and their baggage, and
• Aircraft maintenance/engineering services where required.
A variety of agencies are involved in the provision of these services. Each
specializes in an area but is also dependent on other agencies for support and
coordination. As a PGSA, you will be required to liaise with these agencies
prior to giving the final clearance for the flight to depart.

Figure 1.1.3—Aircraft containers in the make-up area ready for baggage loading
1.1.4 Key Agencies and Challenges

As a PGSA, it is important that you understand the roles and challenges of the
other key agencies that operate in an airport, and how they can impact
operations. In addition to dealing with passengers, you will need to interact with
these entities:
• Government regulatory agencies
• Government agencies providing law enforcement or security services in
airports
• International regulatory organizations
• Airline owners and operators–the carriers
• Airport owners and operators
• Airfreight forwarders and postal services
• Air crews
• Airline ground staff and ground handling agents' staff
• Airline and airport suppliers and sub-contractors
Government Regulatory Agencies

Governments are the main stakeholders in an airport. Without government
support, no airline would be able to operate in or out of any country. Without
their “flagship” airlines, many governments would have no recognition or
presence in other countries which would negatively impact tourism, commerce
and many related businesses. For a flagship airline to operate in another
country, it is necessary for the governments of both countries to agree on
“Freedoms of the Air” and sign a bilateral agreement. Airlines remain important
representatives of governments, even in today's contemporary aviation
environment.
At one time, governments owned and operated many of the world's major
airlines as well as major airports and associated infrastructure. However,
deregulation and privatization of commercial aviation offered benefits not just
for governments, but for all stakeholders in a multi-billion dollar industry.
Governments who are signatories to the International Civil Aviation
Organization (ICAO) agreements are also obliged to implement local security
regimes based on local laws, regulations, protocols and procedures.

Whether or not governments have relinquished control of their aviation assets

matters little. What does matter is that all governments, as primary
stakeholders, continue to promote “best practice” on all matters associated with
airport operations through effective regulation and policy. This includes
implementation and monitoring of international regulations as decreed by the
International Civil Aviation Organization (ICAO) and its member states.
Government Agencies Providing Law Enforcement or

Security Services in Airports
Governments not only have a regulatory function, but additional responsibilities
in policing national laws that have direct bearing on airport security programs.
Governments have put in place a range of law enforcement or security and
support agencies to manage compliance with national laws and to manage
threats and breaches. Some governments rely on military policing. Others rely
on a combination of military and civil policing. Governments may insist on
providing all of the support or indirect policing services such as Immigration,
Customs, Quarantine, passenger screening, cargo handling, airport security
and air traffic control. Others effect indirect policing and support services by
combining government resources with private sector involvement.
The growing shift to privatizing civil aviation operations will see a divestment of
responsibility from government to the sub-contracted private sector.
International Regulatory Organizations

Although ICAO does not have a physical presence in airports, its mandate
comes from the United Nations, and its charter enables it to be involved in a
wide range of world affairs and interests. The setting and monitoring of
standards and practices associated with airport safety and security is one key
area of involvement.
Each government must, under the terms of Annex 17, set up its own national
security programs/strategies to fulfill the ICAO requirements.
Airline Owners and Operators-the Carriers

As the most important clients of airports, airlines must also meet and maintain
local safety and security standards when operating in airports. With the transfer
of airlines and airports to private ownership, carriers must be able to balance
regulatory compliance with profitability. Where once airlines knew what their
operational safety and security responsibilities were, the lines have become
increasingly blurred.

Figure 1.1.4a
Airport Owners and Operators

Airports can either be government funded or privately owned. They can also be
operated by a government agency, such as a civil aviation authority, or a
private entity. In either case, airport owners and operators play an important
role in the management of airports. In order to contribute to the cohesiveness
and cooperation of all the agencies involved, it is necessary for PGSAs to
understand the challenges which confront airport owners and operators. There
are five key challenges:
• The continuing global trend towards private airport ownership which must
balance quality of service and profitability. Passengers demand quality of
service while the airport's success is measured by its profitability.
• The development of new international airports as travel becomes more
affordable and more countries open their doors to tourism.
• The challenge of airport expansion and development, particularly in
reconfiguring airport precincts to accommodate additional services and
facilities.
• The ongoing challenge of aligning national and international regulations
with the operational realities of airports, i.e. an increase in flights,
passengers and airfreight. and changes in travel volumes
• The challenge of separating the safety and security issues of the three
major air services - passenger, airfreight and general aviation. Each
requires specific but integrated safety and security regulations for
seamless operations. New procedures and technologies will be needed to
help in the integration process.

Figure 1.1.4b
Airfreight Forwarders and Postal Services

The management of airfreight services is as important as the management of
passenger, airport and airline services. The shipment of freight by air, whether
as part of a regular passenger pay load or as a cargo-only dispatch, is a vital
part of every integrated aviation security program, involving the six services
mentioned in Unit 1.1.3. The same applies to mail that is transported by air.
Figure 1.1.4c
Air Crews
From an airport perspective, flight crews and paying passengers are one and
From
the an airport
same. perspective,
Both are passengersflight crews,
on an consisting of both pilots and cabin
aircraft.
attendants, and paying passengers are one and the same. All are passengers
As crews are considered ‘passengers’, their safety and security is equivalent to
on an aircraft.
that of paying passengers. As a result, PGSAs will also have to ensure that
crews and their baggage undergo the required security checks during the
check-in process. Most passengers and crews realize that security is an
important part of every flight and they are generally willing to co-operate with
the PGSAs. Following the events of 9/11 enhanced security measures have
created long queues at check-in counters and caused delays. Airports, airlines

As crews are considered ‘passengers’, their safety and security is equivalent to that of paying passengers.
As a result, PGSAs will also haveand governments
to ensure are continuing
that crews and their to work towards
baggage undergo limiting delays and
the required personal
security
intrusions.
checks during the check-in process, although in some locations crews will have separate security facilities
and processes to use and follow.Sophisticated
Most passengers and crews
technology realize that
and enhanced security
security is an important
measures that speed part
up of
every flight and they are generallyscreening
willing toand
co-operate
check-in with the PGSAs.
are already After passenger
minimizing the eventsand of 9/11
planeand other
delays at
many security
notable security and terrorism threats, airports. requirements
With the introduction of newincreased
are typically technologyand andcan
better trained
result in longer
personnel
wait times at check in counters, through managing
security the check-in
screening and canof passengers and their
result in delays. baggage,
Airports, airlines and
governments work together in these stakeholders
situationshave more
to limit theconfidence
impact oninthe airport and flight
passenger security.
flow Flightdelays
and airline crews
and cabin
while maintaining the level of security required. crews must not only respond to terrorism and hijack incidents, but
they are also required to follow strictly regulated procedures for unruly
passengers,
Sophisticated technology and enhanced suspicious
security packages
measures as wellup
that speed asscreening
the carriage of check-in
and VIP passengers,
are already
minimizing passenger and aircraft “DEPA”
delays(accompanied deportee)
at many airports. With orthe“DEPU” (unaccompanied
introduction deportee)and well
of new technology
trained personnel managing the passengers, and Inadmissible
check-in of passengers Passengers
and their baggage, “INAD”.
stakeholders have more confidence
in airport and flight security. Flight crews and cabin crews must not only respond to terrorism and hijack
incidents, but they are also required to follow strictly regulated procedures for the handling of unruly passengers,
suspicious packages as well as the carriage of VIP passengers, “DEPA” (accompanied deportee) or “DEPU”
(unaccompanied deportee) passengers, and Inadmissible Passengers “INAD”.
Figure 1.1.4d
Airline Ground Staff and Ground Handling Agents' Staff

Staff in this category include ground engineers, maintenance staff, aircraft
refuelers, caterers, cleaners, drivers, baggage, mail and cargo handlers,
dispatchers, pre-boarding crews (which may include air crews) and security
staff. They provide a complete range of ground support for the airlines.
Staff are required to have access to landside and airside areas, and most work
either in the vicinity of the aircraft or onboard the aircraft.

Figure 1.1.4e—Ramp services personnel
Airline and Airport Suppliers and Sub-Contractors

Finally, there are a number of different individuals who enter airports to deliver
goods, building materials for construction sites, maintain the buildings or
facilities, service systems equipment, to work as a shop assistant, bank
employee or tour guide, form part of a contracted security team, transport cash
or other valuables, or to drive a bus or taxi.
These suppliers or sub-contracted employees
These suppliers will work mainly
or sub-contracted in and around
employees will workthe landside
mainly in andareas. However,
around
the landside
with privatization and the trend areas. However,
to contracting out both with privatization
landside and the
and airside trend tosome
services, contracting outcategories
of these
both landside
of service providers may require accessand airside
to the services,
airside. some
Airports ofrequired
are these categories
to have of service
strict security measures to
be followed for the supply providers may
chains that require
bring goodsaccess
and to the airside.
equipment airside to ensure that no prohibited material
is introduced.
1.1.5 Unit Summary
The goal of this unit is to help you understand the core areas and complexities
of airport operations, as well as the various agencies involved in the provision
of services to the airlines. It outlined why the airport is an operational system
and how it meets the needs of its key clients - the airlines and their passengers.
It also provided a good overview of the agencies with whom a PGSA may have
to liaise in the delivery of service to the airlines.
In this unit we also discussed the challenges faced by the various agencies and
the importance of working together to meet an airline's requirements smoothly
and efficiently. In the next unit, we will discuss the key requirements of an
airline when it operates at airports and how these are met by the various
agencies.

Study Checks (Unit 1.1)
1. What are the three basic components of the air transport system?
(a) Airports, airlines and regulatory bodies
(b) Airport police, passengers and crews
(c) ICAO, government and private sector
(d) Airlines, ICAO and private sector
2. In more recent times, civil aviation has been impacted by:

(a) A decline in privatization of airports
(b) Decreasing affordability of air travel
(c) Rapid technological and engineering changes
(d) An increase in acts of terrorism
3. An airport is divided into landside and airside functions to:

(a) Promote growth
(b) Ensure productivity
(c) Facilitate secure operations
(d) Allow easier access for vehicles and people
4. All airline crew are considered as:

(a) Ground handlers
(b) Passengers
(c) Aircraft Maintenance teams
(d) Aircraft cleaners
5. An airport is:
(a) A terminal point of an aircraft.
(b) An area designed to enable an aircraft to land and take off.
(c) An area where only military aircraft operate.
(d) A ship designed to enable an aircraft to land and take off.

6. Select the agencies that operate in an airport:

(a) Governments regulatory agencies
(b) Security technology vendors
(c) ICAO
(d) Airport and airline operators
(e) Aircraft spare part manufacturers
(f) Airfreight forwarders
(g) Air crew
(h) Airline and airport suppliers and sub-contractors
7. The term “ground service providers” is used for:

(a) Government agencies, fire service and airport authorities, etc.
(b) Airport contractors, passengers and flight crew, etc.
(c) Aircraft refuelers, passengers and cleaners, etc.
(d) Aircraft refuelers, caterers and cleaners, etc.

1.2 Airline Ground Operational Requirements
• Identify the operational needs of an airline at the airport

• Describe ground handling services and their function
1.2.0 Unit Overview

Unit Learning
Objectives In this unit, you will be introduced to airline operations. PGSAs execute
check-in functions for the airlines and process the baggage of the passengers.
By completing this Unit, They are also expected to liaise with other agencies providing ground handling
you will be able to: services to the airlines. This “team” effort is critical to ensure that the airport
functions safely, securely and efficiently.
PGSAs need to know who the members are of the ground handling team as
they will be expected to work with them in performing their tasks. This unit will
also explain the type of infrastructure and ground handling support an airport
must provide for the airlines. It will identify the agencies involved in delivering
key services and explain their roles. Finally, this unit will help PGSAs grasp the
complexities of airline operations, so they may effectively execute their
responsibilities.
1.2.1 Operational Needs

Airlines are the main users of airports. The main concern of airlines, ground
Airlines
handling are the main
agents users ofisairports.
and airports aimed toThe main
ensure focus of airlines,
operational activitiesground
are
handling
conducted agents and
safely. airports is
Punctuality to ensure
follows operational
closely activities
behind safety are conducted
and security. For an
safely
aircraftand securely,
to depart, manyfollowed byteams
different punctuality, or as it must
and agencies is commonly referred
execute their tasksto in
aviation, “on in
on time and time
theperformance”.
right order. An airport's infrastructure must be able to meet
For an aircraft to depart, the needs of any airline that operates in that airport. An airline will require key
many different teams infrastructure in order to provide service in seven major areas:
and agencies must • Passenger handling services
execute their tasks on
time and in the right • Ramp services
order. An airport's • Load control, communications and flight operations
infrastructure must be
• Cargo and mail services
able to meet the needs
of any airline that • Support services
operates in that airport. • Security services
An airline will require key
infrastructure in order to • Maintenance/Engineering services
provide service in seven These services are classified as ground handling and support services. We will
major areas: discuss each of these areas in detail in the following units.
Key Learning Point

Passenger handling is one of the key functions required by airlines. It involves
checking in passengers and their baggage prior to boarding and loading
respectively.
Unit 1.2: Airline Ground Operational Requirements 23

1.2.2 Ground Handling Services

To meet the operational needs of airlines, ground service providers (GSPs)
have to provide a range of ground handling services. The provision of
passenger services is an important ground handling function. The IATA Safety
Audit for Ground Operations (ISAGO), which we will explain later on, defines
the scope of responsibility of GSPs providing passenger services to airlines as
follows:
Passenger Handling Services
ISAGO Standards Manual

1.2 Check-in Procedures
PAB 1.2.1 The Provider shall have procedures in accordance with require-
ments of the customer airline(s) to ensure a boarding pass containing the
passengers name is issued to each seated passenger during the check-in
process.
PAB 1.2.2 The Provider shall have procedures to ensure, when receiving
baggage during passenger check-in operations, including any items being
accepted as checked baggage:
(i) All baggage has a passenger identity tag or label;
(ii) Baggage is tagged to the final destination as indicated on the ticket;
(iii) Old baggage tags and/or labels are removed or obliterated, as applicable;
(iv) Baggage not suitable for secure carriage is refused.
PAB 1.2.4 The Provider shall have procedures to ensure cabin baggage is in
compliance with size, weight and quantity limits as specified in applicable
regulations and/or by the customer airline(s).
Figure 1.2.2a
To illustrate what passenger handling involves, it is useful to know the

To illustrate what passenger handling involves, it is useful to know the different
different phases a passenger typically goes through when preparing to
phases a passenger typically goes through when flying. This process can be
travel
broadly bycategorised
air. This process canareas
into three be broadly categorised
(See Figure 1.2.2a). into
Some three areas. With
of the
advancements in technology and automated functions,
categories are executed by the passengers themselves and others by the many of the tasks
are
PGSA.executed by the passengers
For example, passenger themselves
are able to makeand others
a flight by the PGSA.
booking themselves
Passengers
online. Whenhave many
arriving options
at the airporttopassengers
make flightwill bookings
find more themselves online,
and more self-
or
service facilities for checking-in at kiosks as well as counters which havetravel
through some of the more traditional methods such as by using a been
agent,
equipped or contacting the airlineofdirectly.
to allow self-check-in baggage. Before
PGSAs arriving at the airport,
will however always be
passengers can check
available to assist themselves
passengers in online
when using this or use the airline's
technology. app,many
At the gate select
procedures
their seat and areadvise
carriedthe
outairline
by the of
PGSAs although many
their intended checked airports already
baggage. Once at
provide
the self-boarding
airport, more andgates. more self service kiosks and self baggage drop
facilities are available,
• Making a flight booking however passengers can typically find a PGSA or
airport agent to assist if needed. Traditional check in desks are still
• Arriving
available foratfull
theagent
airport
support, or when further information is needed by the
airline from
• Pre-boarding the passenger. For departure, PGSA's have boarding functions
to complete but self boarding gates are also in place at many airport
locations.
Passenger phases:
1) making a flight booking

2) arriving at the airport
3) pre-boarding

The activities for each of these can be summarized as follows:
a) Making a flight booking (a) Making a flight booking

E-commerce–Most
E-commerce–The majority of passengers passengers
will research will check
the internet the Internet
for options andor otherto
prices media
travelforby air,
good deals on flights before choosing an airline.
consider the experiences of friends and family, and ultimately decide on an airline as a result.
Reservations–Once they have decided, they will make a reservation and
Reservations–Once decided, theybookwill
themake
ticketthe booking
online. Theyonline, or call
also have the airline
the option directly
to call to reserve the
the airline's
flight. service center and make a reservation by telephone.
Service centre–If they want to speak to an airline representative, which
Service centre–If the passenger wishes
could be atoPGSA,
speakthey
withwill
ancall
airline
andrepresentative, they inquiries
make the necessary will call and make
before
inquiries before booking and this could involve the
making the booking. PGSA at a ticket desk.
Sales
Sales office/representation/travel office/representation–The
agency–These airline
facilities provide sales office
a variety providesincluding
of services a varietyanswering
of
services to passengers from answering inquiries
inquires, making reservations, selling ancillary or extra services and issuing tickets. to making reservations,
and issuing flight tickets.
Electronic ticketing–Tickets areElectronic
issued electronically
ticketing–Theand stored
ticket in the be
can either reservation
issued to theandpassenger
departureincontrol
systems. Once an electronic ticket
personis issued, passengers
or electronically. are passengers
Today, able to manage theirtheir
can print booking online and
electronic
ticketsor(E-tickets)
obtain a boarding pass using online app based before
checkproceeding
in. Mobiletoboarding
the airport. Once are
passes a passenger
typically has
saved on
the passenger's smart phone, or received
can bean electronic
printed ticket, many
if necessary. airlines
Most offera online
contain bar codecheck
thatand
willmobile
be scanned
boarding
throughout the airport to identify passes.
the booking on These can be stored on an a smart phone and
the flight.
presented at the airport bag drop without the need for printing boarding
passes.
b) Arriving at the airport (b) Arriving at the airport
Flight information display–On arrival at the airport, the passenger will
Flight information display–Commonly referredwhere
usually identify to as toFIDS, the passenger
check-in by looking on canthefind outinformation
flight flight information
and check in desk location by referring
display. to these information displays at the airport or on the airline or
airport website.
Check-in–The passenger will then proceed directly to the check-in
Check-in–Passengers proceedcounter to check
to the check in their
desks baggage
to check andin,obtain
receivetheir boarding pass.
a boarding pass,This
havecantheir
be done either manually by the PGSA or through the
travel and/or health documents reviewed and check their baggage. These steps can be done entirely by use of Common
User Self Service (CUSS) kiosks. The passenger can self check-in
the PGSA, however any or all can be performed by the passenger using the available automation at that
and obtain the boarding pass using the CUSS. PGSAs will be present
airport. PGSA's and/or other airport agents are typically situated near the automated equipment to
to provide assistance if the passenger faces any problems with self
provide support and assistancecheck-in.
to passengers during this process. The equipment could include
Common Use Self Service (CUSS) kiosks, self baggage drop machines or airline provided/owned
facilities. Processing times–If the PGSA is checking in the passenger, it is
important to monitor the processing time per passenger to ensure
With the increase of automatedclearance is as smooth
options available and efficient as
to passengers, morepossible.
and more passengers only
encounter a PGSA for the first Lounge
time at access–Once
the departurepassengers
gate ratherhave than obtained
the check in counter.
their boardingThis
pass,shifts
many of the traditional check independing
functionson of their
passenger acceptance,
status with the airlinedocument
or the class checks andthey
of travel, management
may
of carry on baggage to the gate.proceed to the respective airline lounge after clearing Security and
Immigration.
Processing times–If the PGSA(c) is checking in passengers, it is important to monitor and manage the
Pre-boarding
passenger flow and queuing to ensure that the process is smooth and efficient. The passenger
experience is an important partGate information–Most
of the journey, and airlinesairportsmay do not
setmake
targets boarding announcements
and timelines for the ground
service providers to meet. any more. Therefore it is important that passengers confirm their boarding
gate and boarding status which is shown on the flight information display
Lounge access–Passengers with monitors.
certainAsstatus
gateslevels
might with
be located quite or
the airline, farthose
away from the departure
travelling in first or
business class may be entitled to visit the respective airline lounge. Most lounges areplan
lounge, the walking time is also shown for passengers to located in the
accordingly.
airside area, so are accessed once the passenger passes through the security screening formalities and
then the immigration process depending on the airport
Gate amenities–On the way location and the
to the gate, destination.
passengers may do some duty-
free shopping. In some airports, these amenities are also available at the
c) Pre-boarding
gate.
Gate information–Many airportsGate–At thepermit
no longer boarding gate, there
multiple are typically
boarding two different
announcements, or processes.
may only offer a
One is security-related
selection of pre-recorded announcements. and important
It is therefore the other isfor
a PGSA
PGSA'sfunction.
to For security

communicate boarding information to passengers, and equally, for passengers to refer to their boarding
passes for gate numbers and boarding times. Departure gates may be located a significant distance from the
purposes, passengers and their carry-on baggage undergo security
check in area and could involve the passenger taking a train or bus to reach the gate. Boarding cards should
screening. This is either done at a central location or directly at the gate.
include the time to arrive at the gate, the boarding time and/or the gate closure time.
Gate amenities–On the wayDepending onpassengers
to the gate, the gate layout,
will passengers
typically findwill
foodeither
andhand over their
beverage options, retail shops,
boarding passes and passports or other government issued photo ID to
and for international passengers, duty free shopping enroute or at the gate.
the PGSA directly after security or before boarding the aircraft.
Gate–At the boarding gate, Boarding–Once
there are typicallythe two
PGSA has made
different the boarding
processes. One announcement,
is security-related and the other is
a PGSA function. For securitypassengers
purposes, can board the aircraft
passengers after
and their the bar baggage
carry-on code on their boarding
undergo security screening.
pass
This is either done at a central has been
location or scanned.
directly atThis
the is either done by the PGSA or when using
gate.
self-boarding gates, by the passengers themselves. The traditional paper
Depending on the gate layout,boarding pass iswill
passengers nowhave
oftentheir
replaced by anpasses
boarding electronic
andone which isor other government
passports
displayed on the passengers mobile phone screen.
issued photo ID verified by the PGSA after security or before boarding the aircraft.
Baggage delivery to the aircraft–The passengers' checked-in baggage,
Boarding–Once the PGSA has started the boarding process, using recorded or live announcements where
meanwhile, will have been delivered to the aircraft for loading prior to the
possible, passengers can board
flight.the aircraft after the bar code on their boarding pass has been scanned and
therefore validated by the computer system in use by the airline.
This is either Baggage delivery

done by the to the aircraft –
PGSA or when The passengers'
using self- checked-in
boarding gates, baggage,
by the meanwhile, will
passengers have been
themselves. While delivered to the
paper boarding aircraft for loading
passes are still prior to the
widely accepted, departure of the
many passengers flight.
are now opting for
an electronic or
mobile version
displayed on their
phone in order to
board the aircraft.
Figure 1.2.2b—Passengers go through three phases before flying.
Special services
Specialized or additional Special
servicesservices can be provided to passengers and their property, upon
request:
Specialized or additional services may be or must be provided to passengers and their baggage upon request
• Unaccompanied minors
or notification of, for example:
• Disabled passengers
* Unaccompanied minors and young persons travelling alone
• VIPs
* Passengers with disabilities
* VIPs, (very important passengers)
• Transit without Visa passengers
* Transit without Visa passengers
* Deportees, that may be•accompanied
Deportees or unaccompanied by security personnel
* Passengers with medical • requirements suchspecial
Passengers with as those requiring
medical oxygen. such as pregnant women.
requirements

Did You Know?

Most airports have a “Baggage Storage” service. Passengers who need to
keep their luggage safe prior to check-in can deposit it at this special facility.
In addition to the above and depending on individual company procedures, you
may also be required to:
• Assist passengers when flights are interrupted
• Arrange for storage of items that are not accompanied by proper
authorization documentation (in customs bond, if needed)
• Handle carrier or passenger complaints
• Handle “lost & found” and damaged baggage
• Assist with baggage storage
Besides the formalities for passengers discussed above, other processes by
different agencies need to be completed before a flight can depart, such as the
arrangement of catering supplies. PGSAs are required to liaise with these
agencies to coordinate the completion of all tasks prior to clearing a flight for
departure.
Figure 1.2.2c
Ramp Services
These
These involve
involveall
allessential
essentialservices
servicesprovided
requiredforbefore
the aircraft
flightbefore flight which
departure,
departure. Classified as ground and ramp handling services, they
could include the loading of baggage, providing drinking water to the are usually
aircraft,
provided by a ground handling company with which the airline has signed
and ensuring that the lavatories are ready for use prior to departure, for a
ground handling agreement.
example. Classified as ground and ramp handling services, they are usually
provided
For those by a ground
interested handling company
in discovering the worldwith whichhandling,
of ramp the airline has
IATA signed a
offers
various
ground Airport
handlingRamp Services course. These can be taken either as
agreement.
eLearning, self-study through a printed textbook or eBook, or in an instructor-
led environment at one of IATA's Authorized Training Centres offering this
course in many countries. The latest technology is available on the Ramp VR
course which provides an immersive ramp experience. (www.iata.org/rampvr)

Figure 1.2.2d—Ramp services personnel performing aircraft push-back and

communicating with flight crew
Load Control, Communications and Flight Operations

These include
These includethe provision
load control of load control management,
management communication
which is important to the overall weight and
between ground and flight deck, flight operations for departure (which
balance of the aircraft in order for it to fly safely and efficiently, involves
communication between
the cockpit crew), flight preparation for a variety of scenarios and crew
ground and flight deck, flight operations for departure (which involves the cockpit crew),
administration. Like ramp operations, these services are also usually provided
flight preparation
by a ground for company
handling a variety with
of scenarios
which theand crew
airline hasadministration.
drawn up an Like ramp
operations,
agreement. these services are also usually provided by a ground handling company
with which the airline has drawn up an agreement.
Figure 1.2.2e—Load controllers/ground dispatchers
Cargo & Mail Services

Cargo and
Cargo and mail
mailisisanother
anotherimportant
importantoperational requirement
operational requirement for airlines. It It involves
for airlines.
involves general cargo and mail loaded aboard the aircraft prior to departure.
general cargo and mail loaded aboard the aircraft prior to departure. Airlines will also
Airlines will also have a ground handling company to provide these services
have a ground handling company provide these services through a ground handling
through a ground handling agreement.
agreement.

Figure 1.2.2f
Support Services
Support services
Support servicesrelate
relatetotothe
theprovision
provisionof for
accommodation for carrier logistics,
airline representatives,
representatives, logistics as well as aircraft cleaning and catering.
aircraft cleaning, as well as the catering requirements for the flight. PGSAs are may
PGSA's
also
be requiredwith
involved to coordinate special
some catering meal requirements
verifications such asunder this category.
communicating additional
or special meal requirements.
Figure 1.2.2g—Cabin presentation is important
Security Services
Airlinesareas
Airlines have two essential and necessary have two core areas of and
of focus–safety focus–safety
security. and security.
It goes Of course,
without security
saying that
security screening is a very important part of airline operations. These services are usually provided bycan
screening is a very important part of airline operations. These services be
either
provided by either the airport's law enforcement agency or
the airport's law enforcement agency or by a private security agency. Whatever the case, the screening ofby a private security
passengers and their baggage begins agency.
from Whatever
the moment thethey
case,enter
the screening
the terminalof passengers
building. and their baggage
begins from the moment they enter the terminal building.
Security includes passenger and baggage
Securityscreening, cargo andand
includes passenger mail security,
baggage cateringcargo
screening, security,
and aircraft security
mail security,
catering security,
and any other additional security measures aircraft
as requested bysecurity
airlines,and any other
airport additional
authorities, security measures
regulation, or during
as requested
times of increased security threat levels. PGSAs by airlines
also play aorpart
as required by airport
in security duringauthorities.
the check-inPGSAs also by
process, play
way
a partand
of verification of the passengers identity in security during
entitlement tothe check-in
board process.
a flight, by protecting passenger information,
and by watching out for suspicious behaviour.

Figure 1.2.2h
Maintenance/Engineering Services
All aircrafts require engineering and maintenance services when on the
ground. These include refueling/defueling and aircraft maintenance. They are
usually provided by a ground handling company with which the airline has an
agreement. Aircraft maintenance may also be provided by line maintenance
companies that provide these services in airports.
Figure 1.2.2i

1.2.3 Unit Summary

In this unit, we looked at airline operations. We saw what types of infrastructure
requirements an airport must provide for airlines. We also discussed the
various ground handling support requirements of airlines and the agencies that
provide these services.
This unit should help you to appreciate how complex airline operations can be.
As PGSAs, you will be trained to provide some of the ground handling support
services that were discussed in this unit, especially in relation to passenger
handling.
In the next few modules, you will learn how to perform your various
responsibilities as a PGSA.
Study Checks (Unit 1.2)
1. Fill in the blanks. What are the seven major areas of support that an airport
provides to its airlines?
(a)
(b) Ramp services
(c) Load control, communications and flight operations
(d)
(e)
(f)
(g) Maintenance/Engineering services
2. Circle one. Which of these services relates to the provision of logistics,

aircraft cleaning services and catering services?
(a) Cargo services
(b) Communications
(c) Support services
3. This service involves general cargo and mail handling services, customs
control, handling of irregularities, documentation processing, physical
handling of inbound and outbound cargo and mail, transfer/transit cargo
and post office mail:
(a) Cargo and mail services
(b) Ramp handling
(c) Passenger handling
(d) All of the above

4. Which of these relate to the provision of load control management,

communication between ground and carrier, flight operations for departure,
flight preparation for a variety of scenarios and crew administration?
(a) Passenger handling
(b) Support services
(c) Security handling
(d) Load control, communications and flight operations
5. What is the third phase a passenger will go through when preparing to fly,
after the “making a booking” phase and “at the airport” phase?
(a) Flying phase
(b) Pre-boarding
(c) Baggage claim phase
(d) Check-in phase
6. What do security handling services involve?

(a) Directing passengers to board the aircraft
(b) Directing passengers and crews to the gates
(c) Keeping all the valuables of the passengers in a safe
(d) Screening of cargo, mail and passengers

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Module 1:

Introduction to Airport & Airline Ground

• Describe the airport as an operational system (Unit 1.1)

You will also be introduced to the international regulatory requirements

Finally in order to be able to fully function as a PGSA, the hiring airline or

5.2 Passenger Handling Training Program

You will learn more about ISAGO in the units to follow.

10 Module 1: Introduction to Airport & Airline Ground Operations

1.1 The Airport as an Operational System

• Outline the nature and development of airports

As the number of Aspassengers

Figure 1.1—Air Transportation System Components

Key Learning Point

Unit 1.1: The Airport as an Operational System 11

1.1.1 Nature and Development of Airports

1.1.2 Functions of an Airport

12 Module 1: Introduction to Airport & Airline Ground Operations

Figure 1.1.2a—A general airport layout

Did You Know?

Unit 1.1: The Airport as an Operational System 13

• Airline operations, including flight crew, cabin attendants, ground crew,

Figure 1.1.2b—The covered passageway or bridge connects the boarding gate

1.1.3 Key Client and Services Provided

14 Module 1: Introduction to Airport & Airline Ground Operations

1.1.4 Key Agencies and Challenges

Government Regulatory Agencies

Unit 1.1: The Airport as an Operational System 15

Whether or not governments have relinquished control of their aviation assets

Government Agencies Providing Law Enforcement or

International Regulatory Organizations

Airline Owners and Operators-the Carriers

16 Module 1: Introduction to Airport & Airline Ground Operations

Airport Owners and Operators

Unit 1.1: The Airport as an Operational System 17

Airfreight Forwarders and Postal Services

18 Module 1: Introduction to Airport & Airline Ground Operations

Airline Ground Staff and Ground Handling Agents' Staff

Unit 1.1: The Airport as an Operational System 19

Figure 1.1.4e—Ramp services personnel

Airline and Airport Suppliers and Sub-Contractors

20 Module 1: Introduction to Airport & Airline Ground Operations

Study Checks (Unit 1.1)

2. In more recent times, civil aviation has been impacted by:

3. An airport is divided into landside and airside functions to:

4. All airline crew are considered as:

Unit 1.1: The Airport as an Operational System 21

6. Select the agencies that operate in an airport:

7. The term “ground service providers” is used for:

22 Module 1: Introduction to Airport & Airline Ground Operations

1.2 Airline Ground Operational Requirements

• Identify the operational needs of an airline at the airport

1.2.0 Unit Overview

1.2.1 Operational Needs

Key Learning Point

Unit 1.2: Airline Ground Operational Requirements 23

1.2.2 Ground Handling Services

Passenger Handling Services

ISAGO Standards Manual

To illustrate what passenger handling involves, it is useful to know the

1) making a flight booking

24 Module 1: Introduction to Airport & Airline Ground Operations

The activities for each of these can be summarized as follows:

a) Making a flight booking (a) Making a flight booking