AIRPORT CUSTOMER HANDLING &

PRODUCT KNOWLEDGE
1. COMPANY BACKGROUND
2. FLIGHT SCHEDULE
3. AIR CRAFT TYPE & SEATING
4. STATIONERY
5. TICKET HANDLING
6. SPECIAL HANDLING
7. BAGGAGE HANDLING
8. IN FLIGHT SERVICE
9. GENERAL HANDLING
10. FLIGHT IRREGULARITIES
11. DENIED BOARDING
12. LOST & FOUND
1. Company background

Jin Air Co. Ltd, is a low cost airline, a full subsidiary of Korean Air that once had flew into BKI
The name “Jin Air” was officially announced on June 15, 2008 at an opening ceremony in
Seoul. The headquarters are in Deungchon-dong, Gangseo-gu, Seoul.

2-Letter Code : LJ
3-Letter Code : JNA
Code Number : 718

2. Flight schedule

Domestic
 Incheon, Seoul (ICN) for international
 Jeju (CJU) for international & domestic
 Busan (PUS) for both international & domestic
 Cheongju (Cji) for domestic
International
 JAPAN CTS OKA FUK KIX
 CHINA PVG XIY HKG MFM TPE
 SOUTHEAST ASIA
Philippines CRK CEB KLO
Vietnam DAD HAN
Laos VTE
Thailand BKK HKT
Malaysia BKI JHB
 PACIFIC / AMERICA GUM HNL SPN

3.Air Craft Type & Seating

A/C type 1.
 Boeing 737-800

Seating
1) Mono Class Service – Economy class
2) Cabin feature 180/183/189 seats in 3-3 configuration starting from row 28.
3) The standard crew deployment is 2 cockpit, 4 Cabin (2/4)
4) No BSCT
5) No advance seat reservation (ASR)
6) Seat pitch: 29~30”
7) Emergency exit seats are located on row 41~42(183Y,180Y), 42~43(189Y)
180Y

183Y
189Y
A/C Type 2.

 Boeing 777-200

Seating

1. Service class – JiNi PLUS seat (Premium Economy) / Economy class.

2. Cabin features 393 seats in 3-4-3 configuration starting from row1 (JiNi PLUS)
/ Row 28 (Economy)
3. The standard crew deployment is 2 cockpit, 8 cabin (2/8)
4. No BSCT
5. No advanced seat reservation ( <- -> JiNi PLUS )
6. Seat Pitch: JiNi PLUS – 36~37 inches, Economy Class 30~31 inches
7. Emergency exit seats are located on 51ABC/GHJ
8. Engineer on board: 28A
9. Extra Cockpit Crew (2 persons) : 1EFG
10. Extra Crew (incl. Engineer) Block W
48PY 345Y
Emergency Exit Seat

Exit seat is not eligible for:

1. Passengers with infant / child

2. Elderly
3. Disabled passengers
4. Wheelchair passengers
5. Pregnant women
6. Passengers under 15 years of age
7. Passengers unable to understand/speak English Korean
8. Passengers who do not intend to follow any regulation on seating on the
emergency exit.
9. Passengers who have difficulties in hearing, seeing & speaking
10. Passengers who do not intend to help other passengers to escape from the
aircraft at emergency.
4. Stationery for check-in counter setup

1)BOARDING PASS

2)BAG TAG
3)FRAGILE

4)PRIORITY TAG
5)HEAVY TAG

7)MEAL COUPON

6)THIS SIDE UP
5.TICKET HANDLING
 100 % E-ticket except F.I.M issuance (see 10.irregularity)
 Miscellaneous charges receipt
For LJ customer’s Reservation change,Excess baggage,other fees.

 Excess Baggage Ticket (interline customers)

 (currently for KE only)
6. Special Handling

Pregnancy

Weeks of Pregnancy Handling procedures

Less than 32 weeks  Travel as regular passenger
Within 32-36 weeks  Regardless the weeks of pregnancy:
In case of multifetal  Declaration of indemnity if no complications
gestation : within 32  Declaration of indemnity plus Medical Certificate
weeks if passenger has complications

Over 36 weeks  Denied boarding

In case of multifetal
gestation : over 32 weeks
Documents required for pregnant passenger.

Documents Requirements Others

Medical 1 copy - Must be written and signed by an obstetrician.
Certificate - The certificate must state
~ Delivery experience
~ Number of weeks of pregnancy
~ Estimated delivery date
~ Pregnancy complications
~ Opinion about air travel
(Including return travel within 7 days)
- If PAX has a return journey, a duplicated copy of
medical certificate shall be kept

Declaration 2 copies - Complete it at the check-in counter

Form - Use provided form from Jin Air
 Sample of Declaration of Indemnity – Health

※ Indemnity form is not only for pregnant women but also for passengers requiring
special care due to physical and/or medical conditions. (Wheelchairs, DEAF / BLND
passengers will be excluded)
Infant

 INF allowed to travel : 7 days – under 2 years old

 An infant must be accompanied by a parent or an adult aged over 18 years old.

 Infants will have one piece of check-in baggage allowance within 10kgs

 Maximum 2 infants can be accepted on each row due only 4 oxygen mask installed on
each side. ( 738 standard)

 No Baby Bassinets available on board.

 Strollers can be checked at the gate. If passenger request to collect back upon arrival
gate, email plus telex should be sent to downline station which include loading position.
(Subject to airport facility)

 Stroller wrapping bag is chargeable (as of 01DEC 2015). (※ See Chargeable Service)
Wheelchair

 WCHR, WCHS and WCHC can also be accepted.

 Assign all wheelchair passengers to front zone.

 Contact LJ reservation for special handling if battery-operated wheelchairs will be

checked. Passengers are required to arrive at the check-in counter with sufficient time.

 After flight departs, email plus telex (if available) should be sent to downline stations
informing the passenger details.

INAD / DEPO

 Must refer to Station Manager prior to acceptance.

 Inform flight purser prior to boarding and INAD’s document must be kept by flight
purser
PETC

 Only dogs, cats and birds will be accepted. It must be healthy and at least 8 weeks old
 The total weight of pet including kennel should not be more than 5kgs
 As pet kennel must be stowed under the front seat, passengers with PETC cannot be
seated in an emergency row or in the first of the zone respectively.
 Aggressive dogs (such as American Pit Bull Terriers, Rottweilers, etc) are not allowed as
being PETC
 One PETC per person and max 3 PETC (1 PET per zone) on board
A pair of birds or puppies or cats(less than 6 months old) is allowed under the condition that
they are put into a single cage.
 Service animal will be exempted for being charged as PETC
 AVIH is not available in Jin Air service
 Preparatory documents
- Microchip
- Rabies vaccination certificate (2 copies)
- Quarantine inspection certificate (2 copies)
- Declaration of Indemnity – PET (2 copies)
Sample of Declaration of Indemnity – Pet
Extra Seats (EXST / CBBG)
 Passengers carry musical instruments, diplomatic baggage, etc or obese passenger may
purchase extra seat.
 Maximum weight for CBBG is 73kgs.
 EXST / CBBG must be placed by window side.
 It will have two tickets for passenger with CBBG but only one ticket for passenger with
EXST.
 While storing baggage, it should be made sure that the baggage does not block the view
of Seat Belt Sign, No Smoking Sign, and Exit Sign for other passenger.

Syringe
 Passengers are advised to hold doctor certificate for reference.
 Alert boarding staff to introduce the passenger to the cabin crew.

Unaccompanied Minor (UM)

 LJ does not provide UM service

Stretcher / MEDA
 LJ does not accept any stretcher / MEDA passenger.
Chargeable Service
1)JINI PLUS SEAT

 Sales channel
Jin Air Websites : Korean website only. JINI PLUS request only
Customer Service Centre : JINI PLUS request and payment
Airport ticketing desk : JINI PLUS seat assign and payment
 Sales and refund available from -30 days to -2 days
 From -1 day: Sales and refund not available (under airport control)
 Additional service for JINI PLUS seat: Priority Tag
 Seat Change to JINI PLUS seat in-flight: Not available
2) STROLLER WRAPPING BAG

 Airport sales only

 For baby stroller or high-priced check-in
bag
 Price
Small: KRW 2,000 ($2, CNY15, JPY200, HKD20,
THB65
Large: KRW 3,000 ($3, CNY20, JPY300, HKD25,
THB100)
 Stock inventory controlled by airport office
 DAD, HAN, HKT, KLO, HNL: Free plastic bag
(old type) until further notice
Special Assistance

 Inform downline station via e-mail or telex for assistance after acceptance
- B/B stroller for A/C door delivery
- Pre-damaged bag information
- Special passenger information
 Email address: ICNKK@jinair.com and akicn@jinair.com
 Telex address: ICNKKLJ (Secondary

**B/B STRL LDD INFO** FD

LJ003/08JUN X ICN/CRK TN
LJ001331 TTL 1PC PLZ DLVRY IT
AT I/B GATE. B/RGDS
ICNKK/YJ.CHOI
//// ATTN DUTY //// ** APO
WCHR PAX OBD INFO ** FD
LJ003/14JUN X ICN/CRK PN
YOUM BOGDAN (48E, ELDERLY)
PLZ TKE NEC ACTN UPON ARR.
B/RGDS ICNKK/YJ.CHOI
Credit Card Verification (PCCA)
 PCCA : Passenger Credit Card Check
 Passengers who purchased e-tickets through Jin Air’s English / Japanese / Chinese web site
 All PCCA should present the credit card for verification upon check-in
 Passenger must be the Card holder and holding the credit card on hand
 Input High Priority check-in comment in DCS  “***CHECK PCCA***“
 Ask passenger signs on the “Purchase Confirmation Form” which obtain from the ITR (E-ticket
Itinerary Receipt)
 Collect it from passengers (Blank form available in case passenger does not have it)
 Both check-in agent and LJ staff are required to sign on the form as well. Signed form must be
kept in LJ office for 5 years
 If passengers unable to present the credit card or not purchase by themselves, contact ticketing
staff

 If passengers unable to present the credit card or not purchase by themselves, contact ticketing
staff to refund the original ticket and issue a new ticket. Then anyone can help to purchase it.
7. Baggage Handling
Cabin Baggage
 Weight: not more than 12kgs
 One carry-on bag will be allowed for each passenger
 Ensure to remind passenger that no security item and L.A.G. items are permitted as
carry-on items.

Carry-on items free of charge

Items below are allowed as free baggage only when they are carried by passengers under
their responsibility and protection:

 Small items of Duty Free goods

 Handbag, small briefcase, purse & wallet
 Food for infants during flight
 Laptop
Check-in Baggage

Free Baggage Allowance

DIVISON KOREA DOMESTIC INTERNATIONAL

Adult and 15kg Southest 15kg
children(over Asia/Japan/Hkg/Mfm/Tpe
2 years of age) China 20kg
Americas (Guam & 2 pieces with total dimension
Honolulu) of 158cm/62ins and a
maximum weight per piece of
23kg/50lbs
(the sum of dimensions of the
2 bags does not exceed
273cm/107ins)

Infants 1 from either 1 1 piece with a size of less than 115cm/45ins and maximum
collapsible stroller, weight of 10kg/22lbs + 1 collapsible stroller, or a child car seat
or child car seat (Total 2 piece)
 Individual bags weighing over 23kgs are considered 'heavy' and must be tagged with "Heavy
Tag/Sticker' with the actual weight marked on it

 Maximum weight per bag is 32kgs

 For baggage that cannot be re-packed, it will be subject to station manager’s discretion for acceptance
up to 45kg.

 Baggage can be checked through to final destination if passengers have onwards connection with
KE / LJ international flight.

Excess baggage rate

KRW 12,000 per kg – MYR 40.00
 Sports Equipment
Division Items Charges
Small or  Golf , ski , snowboard,  Items of ‘small/medium’ will be accepted as
medium diving equipment part of free baggage allowance. Excess
baggage charges shall be applied only if total
baggage exceeds the free baggage allowance.

Large  Bicycle, Surfboard, Sports equipment charge of ‘base rate’ per piece
Windsurfing equipment (10,000KRW for KR departure) shall be applied.
 Other sports equipment Additional excess baggage charges shall be
that weight between applied if total baggage exceeds the free baggage
23kg/50lbs and 32kg/70lbs, allowance.
or measure (L+W+H) Base rate (upon departure)
between 158cm/62ins and KRW 10,000 / USD10
203/80ins(Provided that JPY 1,000 / CNY 60
bicycle is less than HKD 70 / THB 300 / MYR 30 /
23kg/50lbs and TWD 300
158cm/62ins,
small/medium charges
apply)

☞ Precautions on sports equipment

 Sports equipment over 32kg/70lbs and/or 203cm/80ins in total linear inches (L + W + H) will not be accepted as checked baggage.
 Sports equipment should be submitted in an individual package or exclusive case. If it is not wrapped individually, Jin Air is not
responsible for any damage and thus not liable for any compensation.
Musical Instrument
 For musical instrument (e.g. guitar) as a checked baggage, a Fragile Tag and a Limited
Release Tag should be attached.
 The “Declaration of Indemnity – Musical Instrument” Form must be signed.
- Original copy – For departure station filing
- Duplicate copy – For destination

Sample of Declaration of Indemnity – Musical Instrument

8. In Flight Service
Catering on Board
 Cold meal(exception: HNL) & Beverage only (*Exception: KDML)
 No meal service for less than 2 hours flight
 No special meal (exception: KDML) will be provided.
 Beverage such as water, juice, green tea are provided free of charge.
 However, alcoholic drinks such as beer or hard liquors, soda and coffee are subjects for charges.

Jini Kids Meal (KDML)

 10,000KRW or $10 per one way
 Order is only available via Jin Air customer service centre (SELRS)
 Order not available after -3 days departure
 Only available for 2 years ~ under 12 years of age (CHLD) (!!! N/A for INF)
9. General Handling
 APIS data is mandatory for passenger departing from/arriving at Korea.

 For any document queries, Indemnity forms will be signed if necessary. (2 copies)

Sample of Declaration of Indemnity

10. Flight irregularities
Managing Delays for Customers on LJ flights

 Properly organised delay management will ease

the irritation felt by delayed customers. If a flight
does not operate to the original schedule it upsets the plans and peace of mind of
customers. A well handled delay can increase customer loyalty to Jin Air.

Customer service standards

Customer outcome Service standard

Customer informed of the
delayed and kept updated
Customer receives benefits
during delay
Customers journey is
rebooked as applicable
- Announcements should be made.
- LJ call centre customer telephone call-outs
- Delay confirmation letter will be provided at the
airport.
Benefits delivered in accordance with the length of time
delayed, the type of disruption experienced
PNRs rebooked/alternative surface transport arranged
Standard Compensation

Remarks Lj
No Service if caused by * Delay : 1-3 hours * Beverage
maintenance, A/C CONX
and Weather * Delay : 3-6 hours * Beverage & Meal
* ITN’L phone call
(3mins, max 6mins)
* Transportation
* Delay : more than 6 * Beverage & Meal
hours * ITN’L phone call
(3mins, max 6mins)
* Transportation
* Hotel
Refund * Delay and Cancelled * Available
Flight Interruption Manifest (F.I.M.)

 LJ is not the member of IATA but still has the interline ticket agreement with KE
 F.I.M. or KE paper ticket endorsement can be accepted and v.v.
11. Denied boarding
DBC is payable when:
 Passenger was unable to be offered a seat on his booking class in LJ flight
 No DBC will be offered if arrival time is earlier than LJ when transferred to OAL
 Passenger is required to sign one copy of the
“Final Settlement and Release Form”
 Korean, Japanese, English and Chinese version
are available for passenger
 In case denied boarding is expected, Solicit
volunteers around check-in counter.

Notice of VDB
여정변경 자원 고객 모집
CASH NOW- FLY LATER
아래 항공편으로 여행하시는 손님 중
소정의 보상금과 함께 다음 항공편으로
여행하실 손님을 모시고자 하오니,
원하시는 손님께서는 지금 ____로
나오시기 바랍니다. 감사합니다.
Jin Air is looking for volunteers on the
following flight. Passengers willing to board
the next flight in exchange for monetary
compensation are kindly requested to
proceed to ______.
Thank you.
편명 목적지 출발시간
Flight Destination Departure Time
12. Lost and Found
Baggage Compensation

 Passengers should notify Jin Air of lost baggage or delayed baggage within 21 days of the
receipt of the checked baggage. Damage to items should be notified within 7 days of the
receipt of the checked baggage.
 Jin Air is not responsible for any damage, loss, and/or delay, as well as damage/loss
resulting from such, of items below and is thus not liable for any compensation.

• Minor damage to checked baggage such as scratches, dents, nicks, cuts, scuffs, stains, dirt or loss of external
locks, straps, name tags and other external features attached to the baggage resulting from normal baggage
handling procedures
• Easily damaged/broken or perishable items, health-related medical supplies
• Damage of bottles/containers of liquid products such as cosmetics, honey, alcohol (wine, sake, liquor, etc.) and
contamination/damage of other items resulting from such damage.
• Baggage that is excessively heavy and/or overstuffed
• Sports equipment that is not contained in a cardboard box or a hard-sided case and a musical instrument
checked as baggage
• High priced personal electronic goods (including data) such as laptop computers, mobile phones, camcorders,
cameras, MP3 players, etc.
• Currency, jewelry, precious metals, securities, contracts, dissertations and other important documents,
passports, personal identification, samples, precious items that are difficult to appraise such as antique
• Damage or loss of high priced products such as sunglasses, handbags, watches and clothing
• Film that can sustain damage from passage through x-ray screening
Handling Procedures of Lost and Found

 Passengers should notify Jin Air of lost baggage or delayed baggage within 21 days of the
receipt of the checked baggage. Damage to items should be notified within 7 days of the
receipt of the checked baggage.
 Cash compensation (incl. OPE) should be confirmed by LJ staff.

 Handling Cases

CASE HANDLING PROCEDURE

Damage 1. Check ‘pre-damage information’ from upline port.
2. Take photo of damaged baggage
3. Explain damage caused by normal baggage processing is exempted for compensation
(see above liability information).
4. If passenger carries insurance, LJ can issue confirmation letter for claim.
5. Check whether the baggage can be repaired or should be replaced with new baggage.
Jin Air policy does not recommend replacement it can be repaired. When replacement is
unavoidable, same brand/model may not be available.
6. Wet damage can be covered by cleaning coupon.
7. Cash compensation can be offered if passenger does not agree with repair or
replacement. (to be confirmed by LJ staff)
8. Samsonite /Rimowa , etc. can be repaired by its branch shop.
Missing 1. Check missing baggage weight (from receipt or DCS)
2. Create AHL file in Worldtracer
3. For tracing purpose, passenger should state details of items in the lost baggage. Cost
information of the items is not necessary.
4. Explain passenger tracing process: Check bag manifest of upline port / trace any over-
pickup case
5. Check group leaders’ contact number from ‘Flight comment’ of arrival flight in DCS.
6. If necessary, OPE (out of pocket expense (interim expenses, basic amount is $50 per
person) can be provided to passenger.
7. Check OHD file of the station and/or upline port until any matching found.

Pilferage 1. Check if the report is made within 21 days from baggage check-in date.
2. Any valuable items such as laptop computer, mobile phone, cash, etc. are not to be
accepted as check-in baggage. (see above liability information).
3. Most of pilferage case is covered by traveler’s insurance

OHD 1. If any unclaimed baggage is found, create OHD file in Worldtracer.

2. If no claim is made within 72 hours, open the baggage and update detailed contents in
OHD file. If any valuable item found. These items should be kept separately under the
control of station manager, and details should be reported to ICNLL for further
instruction.
3. If no claim is made for 120 hours (5 days), baggage should be sent back to ICNLL
(carrier’s own central baggage service office).
4. Unclaimed baggage shall be retained by ICNLL for another 90 days pending for further
inquiries, then disposed unless otherwise regulated by the local law.
 Property Irregularity Report