Passenger Handling

Part 5
Vaccination / Health Certificate
• Only few countries, mostly in tropical areas, require for entry, proof of
certain vaccinations and / or a health certificate, as a rule a vaccination
pass in an international format described by the World Health Organization
(WHO) containing confirmation on these vaccinations is recognized.
Different vaccinations have a different period of validity.

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Travel Documents

3
 Cholera
Validity

• In case of primary vaccination-6 months beginning six days after first

injection.
• In case of revaccination within the 6-month period-6 months beginning
on the date of revaccination.

Quarantine

• 5 days from the date of departure or until the certificate becomes

valid, whichever occurs first if arriving from an infected area.

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 Yellow Fever
Validity

• In case of primary vaccination-10 years, beginning 10 days after

vaccination. In case of revaccination within the 10-year period-10 years
begin on the date of revaccination. The old certificate must be shown
during the first 10 days after revaccination.

Quarantine

• 5 days from the day of departure or until the certificate becomes valid,
which occurs first, it arriving form an infected area

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 Airport Tax
Payment is made by the passenger, mostly upon departure at the airport
and in some cases, upon arrival at the destination of example Honduras,
Nicaragua, Philippines and Venezuela. For e.g. the common terms used
are:

• Tobacco products, alcoholic beverages, perfume and cologne

• Personal Effects
• Birds, animals, plants and natural products
• Firearms, other small weapons and ammunition

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 Currency
Currency regulations are given for the import and export of currency based
on normal traveling and hotel expenses.

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HOW TO PERFORM DOCUMENT CHECK

Performing the document check is a very tough job as usually the staff
performs the job in an unfriendly manner such as “acts like a policeman”
and makes their own job very difficult. Always remember one thing,
although our job is to a major extant. Investigative, but it can be
performed in a friendly style……..

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STEPS TO PERFORM DOCUMENT CHECK

If we adopts following steps before starting our job, it

can be performed more effectively and pleasantly.
1) Greet the passenger
2) Request the passenger to hand over the
Ticket/Passport Ex.May I have a look at your
passport and ticket Sir…..
3) Matching the document with the passenger

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EK0605 01JUN KHI SELECTED PAX
JOHN BADARMR REF NBR 082
DXB Y C S 1 $ 39F M 2/46 O FRKYUF
FAM JOHN
PFN BADAR
DOB 17AUG85 GEN MALE
NAT PAKISTAN PPT
COI PAKISTAN EXP 14JUL10
COR UNITED STATES OF AMERICA SOB OFF
CTC
PRC
PRE 15FEB16
***API NOK-TO BOARD *** DXBJFK
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EK0605 01JUN KHI SELECTED PAX
JOHN BADARMR REF NBR 082
DXB Y C S 1 $ 39F M 2/46 O FRKYUF
FAM JOHN
PFN BADAR
DOB 17AUG85 GEN MALE
NAT PAKISTAN PPT AB8108442
COI PAKISTAN EXP 14JUL10
COR UNITED STATES OF AMERICA SOB OFF
CTC 9174783337
PRC 057992464
PRE 15FEB16
*** API OK-TO BOARD *** DXBJFK

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 ADVANCE PASSENGER PROCESSING (APP)
APIS for USA

@FSEAT NO/L|FAM FAMILY NAME|PFN FIRST NAME|DOB DATE OF

BIRTH|NAT NATIONALITY|PPT DOCUMENT NUMBER|GEN GENDER|COI
COUNTRY OF ISSUE|EXP DATE OF EXPIRY|CTC CONTACT NUMBER

Example:
@F20G/L|FAM MUHAMMAD|PFN HUSAIN|DOB 14FEB70|NAT USA|PPT
KF037724 |GEN M|COI USA|EXP 25APR06|CTC 2010103

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 ADDITIONAL ELEMENTS FOR US NATIONALS

Status on Board (SOB)

Country of Residence (COR)
Following entry format should be used:
@FSEAT NO/L|FAM FAMILY NAME|PFN FIRST NAME|DOB DATE OF BIRTH|NAT
NATIONALITY|DOC DOCUMENT NUMBER|GEN GENDER|COI COUNTRY OF
ISSUE|EXP DATE OF EXPIRY|CTC CONTACT NUMBER|SOB STATUS ON
BOARD|COR COUNTRY OF RESIDENCE
Example:
@F20G/L|FAM MUHAMMAD|PFN HUSAIN|DOB 14FEB70|NAT
USA|DOC KF037724|GEN M|COI USA|EXP 25APR06|CTC
2010103|SOB TRA (or) OFF|COR PK

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Permanent residence card no. (PRC)
Expiry date of PRC (PRE)
Following entry format should be used:
@FSEAT NO/L|FAM FAMILY NAME|PFN FIRST NAME|DOB DATE OF
BIRTH|NAT NATIONALITY|DOC DOCUMENT NUMBER|GEN GENDER|COI
COUNTRY OF ISSUE|EXP DATE OF EXPIRY|CTC CONTACT NUMBER|SOB
STATUS ON BOARD|COR COUNTRY OF RESIDENCE|PRC PERMANENT
RESIDENCE CARD NO|PRE EXPIRY DATE OF PRC
Example:
@F20G/L|FAM MUHAMMAD|PFN HUSAIN|DOB 14FEB70|NAT
USA|DOC KF037724|GEN M|COI USA|EXP 25APR06|CTC 2010103 |SOB
TRA (or) OFF|COR PK|PRC 065788472|PRE 03APR10

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ADDITIONAL ELEMENTS FOR PASSENGERS NOT HOLDING PRC

a) if a passenger is transiting USA for less then 8 hours ,Same entry should be
used as above mentioned except PRE field.
@FSEAT NO/L|FAM FAMILY NAME|PFN FIRST NAME|DOB DATE OF BIRTH|NAT
NATIONALITY|DOC DOCUMENT NUMBER|GEN GENDER|COI COUNTRY OF
ISSUE|EXP DATE OF EXPIRY|CTC CONTACT NUMBER|SOB STATUS ON
BOARD|COR COUNTRY OF RESIDENCE|PRC PERMANENT RESIDENCE CARD
NO
Example:
@F20G/L|FAM MUHAMMAD|PFN HUSAIN|DOB 14FEB70|NAT USA|DOC
KF037724|GEN M|COI USA|EXP 25APR06|CTC 2010103 |SOB TRA (or)
OFF|COR PK|PRC NO

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ADDITIONAL ELEMENTS FOR PASSENGERS NOT HOLDING PRC

b) If a passengers staying more then 8 hours with no intentions

of residing in USA, following 5 items will be added further.

Destination address (DAD)

Destination city (DCT)
Destination state code (DST)
Destination Zip Code (DZP)
Destination Country Code (DCO)

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Special Passengers

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Passengers Requiring Special Services
Very Very Important Passengers (VVIP)

• Members of Ruling Families

• Presidents
• Heads of States and Prime ministers

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 Important Passengers (IP).

• Cabinet Ministers, Ambassadors, Governors, Members of G. C. C (Gulf

Corporation Council) and Foreign Governments and Heads of Armed Forces.

• Chairmen, Directors and Senior Mangers of companies.

• Actors, Public personalities, Sportsmen who, in the opinion of the

nominee, for some exceptional reason, merit extra attention.

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 Commercial Important Person (CIP)

• Passengers whose business status can influence travel

arrangement of others to benefit Airline.

• Passengers who are important to Airline from the Sales angle

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 Passengers with children or infants (MAAS)

• Passengers traveling with children or infants may require

assistance while Embarkation and Disembarkation.

• Advise Cabin Crew member on the allocated seats for

passengers needing carrycots for them to prepare in
advance.

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 Incapacitated passengers.

Passengers, who because of their medical, physical or mental state

require individual attention, which is not normally provided to other
passengers. This include:

• Permanent but stable disability e.g. Paralysis, Arthritis, Deafness,

Blindness
• Temporary disabilities
• Recent surgery or medical treatment including broken limbs
• Recent (or still existing) mental or physical illness.

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 Expectant mother

• Normally regarded as incapacitated and will be accepted

without a medical certificate up to the end of their 28th
week of pregnancy.

• Passenger will have to produce a medical certificate stating

the date of delivery with ‘FIT TO FLY BY AIR’ should be
specified on the certificate.

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 Elderly Passenger

• Elderly passengers, requesting for wheelchair because of

their age or if cannot walk quickly are not regarded as
incapacitated.

• Station will be advised if special assistance is required or

if it has to be arranged, for elderly passengers.

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 Stretcher cases
• Stretcher case cannot be booked in first class as the backrest of
these seats cannot be folded flat, to fix the stretcher.

• A qualified attendant, capable of providing proper medical attention,

meet personal need, must always accompany stretcher case.

• Load control should be informed so that the weight of the kit can be
shown on the load sheet.

• The total baggage allowance will be equal to the number of fares

paid but certain baggage will be, as applicable to each individual
passenger.

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 WHEEL CHAIR PASSENGERS
The term used to identify a wheelchair passenger is based on his/her
need, a selection of correct service code is essential to ensure the
appropriate equipment and staff is available.

• WCHR – Passenger can ascend/descend steps and can make own

way but cannot manage long distance

• WCHS – Passenger cannot ascend/descend steps and can make own

way to and from cabin seat

• WCHC – Passenger is completely immobile, needs assistance even in

cabin

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 Unaccompanied Minor (UMNR)

Children – traveling alone – between 5 to 12 years (not

including 12 birthday). UM below the age of 5 and those
that are handicapped will be accepted if accompanied by
an escort. (Annex A)

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 Young Passengers traveling alone (YP)

• Young passenger – traveling alone-between 12 to 15

years of age. YP is not treated as UM unless this service
is specially requested for.

• It is very important for staff to understand the distinction

between the two i.e. UM & YP bearing in mind the age
eligibility.

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Acceptance UM & YP
Ensure the following documents are in order while handling the UM & YP.
UM Wallet with information forms.

A UM form to be filled in and should be kept with the ticket inside the UM wallet.

UM/YP priority baggage tag

UM information List

UM/YP Handling advice

UM label Badge

A female Airport Services Agent should escort the UM/YP through the airport formalities
except for those countries where no females are employed.

UM/YP must be boarded first before the other passengers.

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 In admissible Passenger (INAD)

A person who is refused entry into a country by the

immigration or other competent government authority
because of – Improper travel documents. Security, health
or political reasons. These passengers should be treated
with same courtesy as all other passengers.

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 Deportee Passenger (DEPO)

A person who has already entered a country, and is later

forced to leave the territories of that country by the
competent authority. The reason for deportation may be
varied.

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 Group Travel
• When 10 or more passengers are booked to travel
together.
• Some of the special services that can be provided at the
airport include:
• Pre-seating as per request or protection as per class.
• Preparation of baggage tags and group labels.
• Advance check-in or dedicated check –in counters.
• Speedy delivery of baggage on arrival
Note: Groups may pool their baggage allowance but their
baggage must be checked-in individually so that each
passenger keeps his or her own baggage claim portion.

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Seating Services

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Be Prepared
• Ensure to action on special seat requests before check-
in commences.
• Ensure Seat Plan corresponds to operating
configuration.
• Prepare seat plan by protecting seat requests and seats
already occupied (transit flights)
• Allow First class and Business Class passengers to select
seats.
• Ensure to send “Seat occupied Messages (SOM)’ on
multi sector flights.
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Be Efficient
• Keep at least one row of seats across the width of the width of the
fuselage for the last minute party or family.
• Allocate the least favorable seats to staff, but attempt to seat staff
members traveling with families together.
• Protect seats for families and groups traveling together.
• In some Check-in systems there is a provision for “BUFFER ZONE”
which could be released on a later stage depending on the exceeding
demand for a window or an aisle seat.
• Let the passenger CHOOSE his / her seat whenever possible.
• Ask leading questions to a hesitant passenger.
• Mr. X, ‘would you like an aisle seat?
• Remember you are the expert. Passengers rely on your expertise. SELL
THE SEATS. Use your customer service skills.

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Be Safe
• Never seat passengers with restricted movements in the
rows by and emergency exit.

• Ums should be seated together, where the crew can keep

an eye on them.

• Elderly people and invalids would normally prefer a seat

near one of the toilets.

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Restricted Seats
Emergency Exit Seat Rows
Do not allocate seats in rows adjacent to emergency exits to
the following categories of passengers:

• Children and infants

• Incapacitated Passengers
• Passengers who are elderly or frail.
• Deportees or prisoners in custody
• Obese passengers
• Passengers with bulky and extra hand baggage.

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 Less attractive seats

Such seats must be:

• Used last.
• Allocated to Staff passengers

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 Stretcher Case

These seats are requested at the time of booking and

blocked during flight editing depending on the Airline and
Aircraft type, the number and position of the seats may
vary.

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 Jump seats
Cabin jump Seats
• Not to be used by and person other than the
operating crew in uniform.

Flight Deck Jump Seats

• Engineers traveling on duty.
• Positioning Flight Crew.
• Authorized Flight Crew
• Cabin Crew conducting line checks

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