Passenger Handling

UNIT 10 PASSENGER HANDLING SERVICES

Structure

10.0 Objectives
10.1 Introduction
10.2 Embarkation and Disembarkation
10.3 Responsibilities of Passenger Handling
10.3.1 Out of Pocket Expenses (OPE)
10.4 Passenger with Special Needs
10.5 Challenges of Passenger Handling
10.6 Let Us Sum Up
10.7 Further Readings
10.8 Clues to Check Your Progress Exercises
10.9 Activities

10.0 OBJECTIVES
After reading this Unit, you will be able to:
 explain the ticketing procedure,
 define the embarkation and disembarkation process,
 describe the steps of embarkation and disembarkation,
 discuss the responsibilities of passenger handling,
 identify and list the situations of passengers with special needs,
 define out of pocket expenses; and
 discuss the challenges of passenger handling.

10.1 INTRODUCTION
A passenger with respect to air travel is someone who travels in the aircraft of an airline
but is neither piloting it nor working on it. A passenger needs to have valid documents
and contract of carriage to be permitted to enter the airport as well as to board a flight
or disembark from the flight and enter the destination city. The contract of carriage
between the airline and the passenger is referred to as a passenger ticket. Passengers
must retain their passenger tickets with them at all times when travelling since they are
necessary right from for entering the airport, check-in as well as security, immigration
procedures and boarding the flight. Information reflected in the ticket / contract of
carriage between passenger and airline include the necessary information and notices
for travel, such as the Passenger’s Name, Itinerary, Fare, PNR (Passenger Name
Record), Departure/Arrival Gate(Optional), Value Added Services if any (Free Meals,
etc.), Code Share Flight if applicable, Stop Over Details if applicable, etc. These
tickets may or may not be refundable but they are definitely non-transferable.
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Airport Handling As discussed in the previous unit, Travel Information Manual (TIM) is the manual that
provides all valid and accurate information with regard to travel documentation
requirements as well as passenger handling. Airlines have a specialized team of
professionally recruited and qualified employees who help in guiding customers through
the variety of services anticipated from a Passenger Services team. The range of services
hence provided in making passenger’s travel experience hassle free, are termed as
Passenger Handling Services. The Passenger Services team is in charge of providing
all international airlines, VVIP private fleet, and executive charter clients with a smooth,
professional, and seamless customer experience from arrival gate through boarding.
These personnel are on the front line serving the customer. The personnel have the
essential knowledge to properly represent the airline and guarantee that passengers
are handled smoothly at all stages of their airport experience. Passengers being customers
are the most important part of any service providing organisation and therefore careful
handling of passengers is important for any airline.
We have discussed passenger handling in Unit 1 wherein we have discussed about
passenger handling at different times in the airport. In this Unit we will discuss the
procedure of passenger handling by airline from check- in to Embarkation &
Disembarkation. Instruction for handling passengers with special needs as mentioned
in the TIM as well as challenges faced in passenger handling are discussed in sections
below.

10.2 EMBARKATION AND DISEMBARKATION

Embarkation is the process of loading passengers onto a passenger ship or aeroplane.
It is similar to and overlaps with individual boarding on planes and ships. The boarding
and stationing of passengers in accommodations (cabins) by personnel and crew
members is known as boarding or embarkation.
Refer to the Figure 10.1, we can see the procedure that is followed for incorporation
of the passengers onto a flight. We can break down this procedure into smaller steps
for better understanding:
Step 1:
Arrival at the airport - As the passenger arrives at the airport, they need to
produce a photo identity proof, along with the boarding pass if they have done
web check in or the ticket. This can either be in a digital form or a printout.
Step 2:
Check-in- Once the passenger has successfully entered the airport, they need to
head towards the check-in counter of the airline they are going to board. With the
modern facilities many airports have self-check-in kiosks set up by respective
airlines for the ease of the passengers. Passengers who have had web checked in
may proceed to the fast backdrop of counters and further to the next step security
check. However, other passengers may need to check in at the counter/kiosk, get
their baggage labelled, tagged and checked-in before proceeding towards Security
Check. Here the passengers would also be provided with proper boarding passes.
Step 3:
Security Check- This is an important step when it comes to embarkation procedure.
156 All passengers irrespective of their status, privileges, etc. are required to undergo
a Security Check. Under the step all the belongings of the passenger and they, Passenger Handling
themselves need to be scanned before moving on to embarkation.

Figure 10.1: Embarkation Procedure

Source: researchgate.net

Step 4:
Immigration check- A vital step when it comes to international travel is immigration
check. Passenger is required to show their valid travel documents in order to be
allowed by the respective government/authority to fly to the desired destination.
This step in itself involves a major step of documentation check. To ensure efficient
and smooth flow of services for the best of the passengers travelling experience,
proper travel documents are not only necessary but an important aspect. Based
on the latest trends and industry best practises, passengers’ assessment and
exceptional handling techniques involve proper documentation to be handed over
to the respective airline representative in order to save time, costly delays and
penalties.
Passenger is responsible for obtaining the correct entry permits at the airport of
not only the origin city/country but also of the destination. These documents are:
i Photo ID proof (Aadhar/Passport in India is preferred)
ii Valid ticket
iii Boarding Pass
iv Passport (for international travels)
v Visa (If Applicable)
vi Travel Insurance(if applicable)
vii Health Certificate(If Applicable)
viii Travel permits to sensitive areas (If Applicable)
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Airport Handling ix Custom declaration form
x Forex Card/ Forex Currency
xi Proof of accommodation/ Hotel booking
xii Invitation / Sponsorship Letter (If Applicable)
The requirements of necessary travel documents may differ from airline to airline
and from country to country. It is always advisable to inform the passengers at first
point of contact for the requisites as may be needed to produce for effective
Embarkation Procedure.
Step 5:
Boarding lounge: It is a significant step when it comes to the embarkation procedure
where passengers wait at the lounge area when the specific boarding gate has
either not been confirmed or is already in operation with another flight. Here the
passengers can wait peacefully while being informed about their specific flight
arrival and departure status.
Step 6:
Boarding Gate: Passengers are called for boarding on flight through transport
vehicles or ramps in order of their seat allotment, privileges, status or special
requirement requests. The boarding passes of passengers are checked in
accordance with the manifest.
Let’s continue now with the Disembarkation procedure now. The act of passengers
and crew de-boarding an aeroplane is known as disembarkation. It is the procedure
for exiting an aircraft or removing goods/baggage from the aircraft’s holding area. This
procedure broadly involves four steps:
Step 1:
De-Boarding the aircraft: Most of the Airlines follow a set protocol when it
comes to the boarding from aircraft. Guests on board are informed prior to landing
that they would be deboarded in order of their row. Persons are not allowed to
exit until the passengers in front and behind them have vacated their seats, according
to the deboarding protocol. All passengers must remain seated until the row in
front or behind them becomes available. Passengers are also informed beforehand
about the belt number for their baggage claim in the aircraft itself. Prior to these
announcements the cabin crew would hand out the custom declaration form to the
international passengers for the ease of custom clearance on arrival. From the
aircraft the passenger may be transferred either on a transportation vehicle or on
the ramps to reach the arrival gate.
Step 2:
Immigration: The international passengers on arrival are required to go through
an immigration check at the arrival country. This would again require them to show
their respective travel documents for entry into the country. In case of improper or
false documents, as the case maybe, the destination country reserves the right to
deport the passenger immediately or hold the passenger until a proper clearance is
given.
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 Step 3: Passenger Handling

Baggage claim: After deboarding the aircraft and successfully passing through
the immigration check, passenger can collect their checked-in baggage from the
respective baggage belt. All the passengers are pre- informed during the flight
before deboarding about their baggage claim area and belt number. In case of
missing baggage, passenger must immediately inform respective authorities for
appropriate actions.
Step 4:
Custom clearance and departure: Once the passengers have deboarded, passed
through immigration check and claimed their respective checked- in baggage,
they are required to also pass-through customs for international passengers only.
At customs passengers are required to declare any items of significant value, as
may be permitted or not by the government/ authority of the respective country/s.
Falsely declaring at customs is a criminal offence, after successfully passing through
customs, passenger, can leave the airport.

10.3 RESPONSIBILITIES OF PASSENGER

HANDLING
Passenger handling for an airline in the airport involves many activities which can be as
mundane as giving directions to special request like meal or carrying medicines or even
accessibility issues. All the activities undertaken for the passenger may not be under
the domain of airline management. We can therefore broadly classify services offered
and responsibilities of passenger handling into two broad groups as discussed below:
1. Responsibilities of Airline Management:
Passenger handling responsibilities of an airline include airline bookings and
issuance of ticket, check-in facilities, instructions at the boarding gate for
passengers taking the departing flights, addressing passengers at the gate of
arriving flights, checked baggage transfer, and the processing of various other
inquiries. Customers who require assistance with wheelchairs, strollers, and
other items can request special requirements services from airlines. Services
that are the responsibility of airline management can be listed as below:
i. Issuing Ticket - Each passenger - adult, child, infant, or a pet - must
hold a valid ticket for the respective journey leg. Issuing a ticket is the
primary function of Passenger Handling Procedure. This involves the
function of providing airline representatives who are responsible for
handling ticket reservations, cancellations, rescheduling/rebooking, and
informing customers when a flight has been delayed or cancelled.
Passengers can now book their tickets on the airline website or they can
also purchase it from the counter on arrival at the airport. There are also
other ways to book an airline ticket- it can be also booked through travel
agents or stand-alone retail stores or partner online travel agents. Earlier,
all passengers were required to carry a printout of the ticket for entering
the airport however, in today’s time passengers can just carry a digital
copy of the ticket on their phone, tablet, etc. to gain entry at the airport.
Many passengers also prefer to carry their boarding passes which they 159
Airport Handling have procured through the web check-in process. Importantly, a passenger
travelling internationally need to show passport, and VISA along with the
ticket/ PNR.
ii. Cancellation and refunds - This function involves not only cancelling
tickets and processing refunds but also taking the requests of rescheduling
and rebooking tickets. Staff members who perform this function are
responsible for providing timely information of any flight cancellation,
reschedule, flight number change, terminal change, boarding or de-
boarding as well as gate change to the passengers and other respective
authorities. In case of cancellation or rescheduling of flights, if the policy
allows, the passengers can claim their full refund or compensation.
Generally, any cancellation from the airline’s end attracts full refund to the
customers. However, in case of cancellation from the passenger a certain
percentage of fee may be charged as cancellation fee.
iii. Special requests: The primary services of this function involve taking
meal requests, special service requests and even refund processes of the
special request made before, as the case may be. Now, with advanced
technology, this function can be performed virtually while booking tickets
online or through an agent; thus saving time and efforts of the passenger
as well as the airline staff. We shall discuss this function more in detail in
section 10.4.
iv. Passenger Check-In - This service comprises trained staff members
delivering check-in counter services such as boarding pass issuance and
paperwork checks. As per the airlines policy there may be privileged
members/ frequent flyer special queue for speedy access and customer
satisfaction. On arrival at the airport, the first thing a customer should do
is check-in. According to airline regulations, check-in must be completed
within a certain time-frame prior to boarding. This time period might range
from 30 minutes to 4 hours before the departure time and vary for different
airline and sector.
The check-in process is usually handled by the airline or a third - party
handling agency. Passengers normally check-in any baggage that they do
not want carry or are not permitted to carry to the cabin of the aircraft.
Passengers are given a boarding pass that includes their name, PNR
(Passenger Name Record), route leg, seat number, boarding gate, special
services requested, flight number, code share flight data, and stopover
information. It may also contain meal details, or upgrades as may have
been requested.
v. Baggage - This function of baggage handling covers several services
and is a very broad term. Baggage can be roughly be categorised into
three sections,
a. Check- in baggage: This type of Baggage is the one which
passengers’ hand over to the airline staff members at the checking
point. It is labelled and transported for loading on the flight. The
baggage which generally fall under this category are suitcases, large
bags, sometimes they could also be special equipment. Staff members
160 assist passengers with tagging luggage for easier identification as part
 of this service. They also recommend labelling every luggage with Passenger Handling

their name, address, and phone number on both the inside and outside.
This service also involves weighing checked bags, and charging for
excess baggage.
b. Cabin baggage: This category of baggage includes small size bags
and suitcases of specific dimensions which can be easily stored in
the overhead cabinets on a flight. As per the individual airline policy,
each passenger can carry on board a free cabin baggage. A free
baggage allowance generally contains one piece of aircraft cabin
baggage and a hand bag for economy class passengers. Depending
on the business class facility or not, this allowance may vary. The
baggage carried here should not be confused with the carry - on
baggage.
c. Carry - on baggage: Baggage of this kind generally include laptop
bags, purses, handbags, et cetera. These are smaller in size and can
be easily carried by the passenger and even kept with them while on
the flight as they do not hinder the passage area.
An airline may refuse a carry-on baggage and may require the passenger
to check-in his baggage if it exceeds the quantity, weight and dimensions
as specified in respective policy. Excess baggage, over and above the
total baggage allowance, including carry-on and check-in baggage is liable
for baggage all owance charges as may be applicable. Although this
function may be considered a part of ‘passenger check-in’ function but
comes with a large area to be covered with more responsibility and hence
considered as a separate function.
Once the baggage has been checked-in, labelled, they are sent over to
the Baggage loading area, where the baggage is segregated as per the
flight, reconciled by the employees, and consolidated in trolleys to be
dispatched to the RAMP (Region of Aircraft Movement and Parking).
The baggage is hence loaded in the cargo section of the aircraft to be
transported at the destination.
vi Boarding Gate - Once the passenger has gone through check – in and
baggage drop, they move towards the boarding gate. This function involves
smooth transition of passengers from gate to the respective seats allotted
in the aircraft. The boarding gate staff of the airline announces the boarding
of passengers as per the privileges or seating plan wherein their boarding
passes are checked and compared to the manifest, and then transported
safely on the vehicle / ramp for on boarding. This also involves great
coordination with the airside staff members looking after technical aspects
and availability of transportation vehicles.
vii Cargo Management- The function of cargo management is an umbrella
term for baggage handling, transport, baggage claim and also providing
services for missing or baggage tracing by the airline.
2. Responsibilities of Externally Managed Teams:
There are other responsibilities with regard to the services that are offered to 161
Airport Handling the passengers in the airport by externally managed team, other than airline
management. These responsibilities are:
i Security Check : This function is of utmost importance when it comes
to safety and security of the passengers as well as the crew/ staff members
and airport. It requires thorough scrutiny of passenger’s belongings along
with physical scanning of the passenger himself/herself. The authority of
permitting or not permitting a passenger inside the airport or transferring
to the gate for boarding remains with the security personnel. He/she may
demand for the opening of all the baggage for a re-check, in case of any
suspicion. This function carries a great responsibility to ensure safety of
all. In most of the airports, after the security check, a stamp shall be
placed on the boarding pass and/or hand baggage tag. Security check-in
in almost all the airports of India is undertaken by CISF personnel.
ii Baggage Screening: In some airports, there will be a mechanism to
screen/ check the baggage, especially check-in baggage. X-Ray scanner
is used to screen the baggage with the prime objective to check whether
any object that could be used as a weapon, or a bomb or otherwise
could pose a threat to flight security is not in the baggage. This is usually
can be arranged before to the check-in counter.
iii Immigration: This function is not required in domestic sector flights.
However, it plays a vital role when it comes to international travels. The
personnel assigned with immigration responsibility have a great skill of
understanding body language with attention to detail when scanning the
travel documents. Immigration is permission for a passenger to travel
from one country to another. In the passenger handling procedure, this
process is performed twice, at the origin country and at the arrival country.
By the virtue of job description, immigration personnel have the authority
to not permit a passenger to carry on with the travel places any further.
This is an important area as far as the entry and exit from a country is
concerned. Once the passenger completes the emigration check for an
international trip, the person has left the country in the official records. If
he/she wants to enter back to the country, he/she has to pass through the
same system in the arrival location. At the emigration/passport control
centre, the officials will verify the boarding pass, the passport and the
visa for entering the other country, the passenger is travelling to. Once the
documents are found in order, the travel will be recorded in the official
system of the country and exit stamp will be entered in the passport
(nowadays, everything is electronic and hence placing stamp may not be
there in all the airports).
iv Customs: Although this function is primarily performed by a separate
police force, while the airline staff members are there to assist in case
required. The cabin crew is also responsible partially for provision of
smooth custom clearance service. Cabin crew must inform the passengers
prior to landing to fill in the custom declaration form and provide assistance
if required. The passenger, after collecting the baggage, moves on to the
customs area and verify that the baggage that is being carried does not
have any unlawful items into the country. Baggage screening mechanism
162
 is available at the customs area as well. For the passengers, there are two Passenger Handling
ways to move ahead through customs:
 Green channel: This is for the passengers who do not have any
dutiable goods. Though Green channel passengers are not subject
to any customs formalities, spot-checks are undertaken occasionally.
 Red channel: It is for passengers who bring in dutiable goods from
other countries. Passengers accomplish the formalities required by
the Customs and required duty amount is remitted for the identified
dutiable items.
v Air Traffic Control- The personnel performing air traffic control services
have great technical know-how and they support by providing real time
updated information of weather, facilities status at departure and arrival
airports, appropriately informing about aircraft parking spot with taxi-in
and taxi-out route and any other services as may be required for hassle
free arrival and departure of flights.
vi Passenger Facilitation - This function primarily focuses on the crucial
yet not very obvious areas of Passenger Handling Procedure with the
aim to provide an “end-to-end” passenger experience that is secure,
seamless and efficient. The services under this category not only
encompass the tasks performed by staff members but also those at the
lounge area, shopping arena, toilet facilities, etc.
As we have learned above about various functions involved in Passenger Handling
Procedure, these functions are not limited as listed. Each airline and airport may perform
these functions as per their own standard policies or may skip or add a few additional
functions.

10.3.1 Out of Pocket Expense (OPE)

Out of Pocket Expense (OPE) are a type of provisional compensation offered by
airlines around the world to help passengers deal with the difficulty caused by mishandled
baggage. The Out-of-Pocket Expenses are paid under three circumstance – Delayed,
Damaged or Lost Baggage. Out-of-Pocket Expenses, is offered on any of these three
occasions but there are exception and few limitations according to which the Airlines
offer the passengers this interim relief. The limitations are:
 As a standard practice, the maximum OPE is usually US $125 (Per ticketed
passenger).
 When possible, customers should be limited to US$25 each day.
 OPE should not be permitted until the day after the missing baggage is reported.
 Before authorising the OPE, the contents must be appended to the file.
 Counsel passengers to keep their boarding passes and receipts, and explain
how they can be compensated.
 Customers at home are not eligible for OPE.
 Customers whose bags are displayed as out of delivery are not eligible for
OPE. 163
Airport Handling  Non-Revue, Buddy Pass, and other subsidised airline employee passengers
are not eligible for OPE.
 AHL should be duly documented with OPE details and submitted.
There is an exception to the rule wherein the passenger themselves were at fault for the
baggage being held. For example, if the passenger had mistakenly packed battery or
electrical item in checked in baggage.

Check Your Progress-1

1. What do you understand about the term ‘Ticket’?

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2. What are the two categories in which Passenger Handling Procedures can be
classified?
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3. Enumerate the functions of Passenger Handling Procedures?
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10.4 PASSENGERS WITH SPECIAL NEED

Passengers who identify as having special needs (as specified by each airline) will be
required to fill out a special needs form. The passengers with special needs require
individual attention on enplaning, deplaning, during flight, in an emergency evacuation
and during ground handling. The passengers with special need can also be important to
the Airline or the country. Generally, but depending on the airline, ‘passengers with
special needs’ includes but is not limited to:
1. Incapacitated passengers: Passengers are considered incapacitated when
their physical, medical or mental condition requires individual attention which
is not normally extended to other passengers. Passengers with reduced mobility
are also referred to as “medically compromised”. The requirement becomes
apparent from special requests made by the passengers and/or their family or
by the medical authority or from obvious abnormal physical or mental
conditions observed and reported by airline staff or industry associated persons
(travel agents, etc). Incapacitated passengers are identified in airline messages
by AIRIMP codes, as listed below:
a. MEDA (Medical Case)
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 b. STCR (Stretcher passenger) Passenger Handling

c. WCHR (Wheelchair- R for Ramp)

d. WCHS (Wheelchair- S for Steps)
e. WCHC (Wheelchair- C for Cabin)
f. BLND (Blind Passenger)
g. DEAF (Deaf Passenger)
2. Pregnant Woman: Pregnant women can fly up to the 28th week of their
pregnancy without a doctor’s report. Pregnant women expecting one baby
can fly with a doctor’s report that states that they are fit to fly by air carriage
between 28-36 weeks. After that, they are no longer fit to fly even with medical
clearance. Medical clearance must be dated maximum 7 days prior to the
flight. The doctor’s name and surname, diploma number and signature must
be shown clearly on the medical clearance.
3. Infants: Many airline policies vary for how old babies have to be to fly. From
the medical point of view, many require babies to be at least one week old
and some accept babies older than 14 days of birth for carriage and he/she is
accompanied by an adult passenger and not suffering from any illness. Since
infant has no seat status, a Bassinet (BSCT) is provided free of charge for
infants.
2. Minors Travelling on their own (UNMR): The minors who are travelling
unaccompanied by an adult are offered special assistance by almost all Airlines.
Child passengers who have celebrated their seventh birthday on or before the
day of travel, but have not yet celebrated their eleventh birthdays, and are
permitted by their parents or legal guardians to travel unattended are known
as unattended Minor. The prerequisite of this special needs service is the
authorization form, also known as a consent form, provided by the guardian
or parent of the minor. This form should not only list out any kind of medical
attention that might be required by the child but should also mention the details
of the person meeting the child at the arrival country. In order for the children
to travel unattended, all reservations of every flight have to be approved by
parents or legal guardians must bring the children to check-in at least two
hours before take-off.
Authorized personnel will attend to children that travel unattended through
the procedures of passing through security controls, passenger waiting areas
and boarding gates until the child boards on the aircraft. Unattended child
passengers are boarded on the plane by authorized personnel and handed
over to the pursers. The seat numbers of unattended child passengers are
chosen from seats that are near the cabin crew. As a result, they can travel
under the supervision of the cabin crew during the flight. Unattended child
passengers are delivered by the purser to the officers awaiting the flight on the
arrival stations in exchange for a signed “Authorization Form”. Authorized
personnel are in charge of conducting all transactions in the arrival station
such as passport controls, customs and baggage delivery. Unattended child
passengers are delivered to the persons stated on the “Authorization Forms”
in exchange for their signatures, after the stated names of the persons taking
delivery of the children are verified. 165
Airport Handling 3. Senior travellers and families with young children: When travelling alone
senior travellers can request special assistance through the form listing out the
special needs that need to be taken care of. A crew member would generally
assist the senior travellers write from stowing their baggage, helping with check-
in and boarding, provision of wheelchairs if needed, as well as special dietary
requirements, etc. Also, families travelling with children are given special care
and assistance within the airport and wherever possible are boarded first.
Travel these days an essential activity and becoming accessible across the
world, almost all airlines provide special assistance to travelers with disabilities.
This would not only include provision of wheelchairs, medical assistance but
also some airlines provide Braille magazines and interpreters. Not limited to
certain ones, many airlines cater to people with physical as well as intellectual
disabilities. It is essential for the passenger or passenger’s attendant to clearly
mention the requirements in the form to checking preferably during ticket
booking to avoid last minute hassles and smooth delivery of services.
4. Travelers with disabilities: With travel being an essential activity and
becoming accessible across the world, almost all airlines provide special
assistance to travellers with disabilities. This would not only include provision
of wheelchairs, medical assistance but also some airlines provide Braille
magazines and interpreters. Not limited to certain ones, many airlines cater to
people with physical as well as intellectual disabilities. It is essential for the
passenger or passenger’s attendant to clearly mention the requirements in the
form to checking preferably during ticket booking to avoid last minute hassles
and smooth delivery of services.
No airline should refuse to carry persons traveling in a stretcher or incubator
or persons with severe mobility impairments and persons with autism, cerebral
palsy, mental retardation and multiple disabilities, if they are accompanied by
an escort who will be responsible for them and their needs of embarking,
disembarking, during flight, and during emergency evacuation. However, the
airlines shall provide necessary assistance to persons with hearing or vision
impairments in case they wish to travel alone without an escort.
5. Travelling with pets: It is essential for the passenger travelling with pets to
ensure for several things before undertaking the travel plan. They not only
need to make sure their companions have good health but also provide apt
and all necessary information to the airline’s staff. This will ensure the well-
being of their pets during the flight and will also help to avoid any kind of
hassles on board.
6. Important Passenger (IP): Members of parliament, Prominent Statesman,
Commanders in chief of Military forces and official delegates of government,
are some of the people considered as IP or VIP.
7. Commercially Important Passengers (CIP): Directors of Civil Aviation,
Chairman and Chief Executives of other airlines, Chairman, Directors,
Presidents of Important companies, Radio and Television producers, Editors
and senior journalists of newspapers, travel writers, Celebrities and other
such passengers who can enhance the image of the Airlines are considered as
Commercially Important passengers (CIP)
8. Very, Very, Important Person (VVIP): Heads of State, Crown Princes
and Prime Ministers, Presidents and their wives or husbands are considered
166 VVIP and special attention is given to them.
 Passenger Handling
Check Your Progress-2

1) What are the embarkation steps followed by an airline?

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2) List out the types of Special Needs Passengers one might need to serve.
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10.5 CHALLENGES OF PASSENGER HANDLING

With every task at hand there comes a few challenges that are needed to either overcome
or find ways to minimize the damage caused by such challenges. Likewise, when
carrying on Passenger Handling Procedure there are some challenges that the airline
staff, management, airport authorities or the governing bodies might face. Since the
airline staff are the first responders in Passenger Handling Procedure, it is imperative
that they are trained, informed and provided with adequate authority to resolve issues,
as and when they may arise. A few of the common challenges are:
1. Difficult Passengers: As human nature is unpredictable and there are several
types of passengers boarding daily, it is not an uncommon where the airline
staff has to deal with one or more difficult passengers. At the given time of the
incident, whosoever may be at fault, the airline staff needs to maintain patience,
a warm smile while providing possible solutions.
2. Technical Glitches: As the aviation industry is largely dependent on
technology, right from issue of ticket to departure, most of the services under
Passenger Handling Procedure need technical assistance. In such incidents of
technical glitches, respective employees/administration should act promptly
in informing the passengers and providing with most viable alternatives.
3. Ensuring Sustainability: Aviation industry is one of those which creates
tons of carbon footprint along with noise pollution. With rising climate change
issues and constant pressure from the governing bodies such as UNWTO, it
is difficult for the airlines and its staff members toensure sustainability when
the industry is ever growing.
4. Increasing Air Traffic: The fact of ever-growing industry also implies opening
up of new travel sectors and destinations resulting in increased air traffic. With
increased flight numbers there comes an increased number of passengers with
limited manpower to perform the services as needed under Passenger Handling
Procedure. It not only creates pressure of performance with limited resources
but also physical and mental fatigue, tight schedules, and even more stress of
controlling air traffic especially in times such as bad weather.
5. Cut-throat Competition: The extensive and fast-paced industry as aviation,
when combined with intense competition, creates a challenge of survival with
satisfactory, if not great, performance by airlines and its employees. Many 167
Airport Handling times airlines cut down their manpower and slash down their fares just to
keep the airline operations ongoing. This results in utter dissatisfaction among
the employees as the work is more with less manpower and even lesser perks.
It is not possible to survive, let alone achieve excellence, when the airline
representatives are unhappy and cannot perform their services to the best of
their abilities.
Thus, just like any other industry, aviation industry also deals with its own set of challenges
which primarily affects their employees and may seldom create ineffective, unsafe and
unsatisfactory experiences for passengers.

Check Your Progress 3

1) Enlist the major challenges faced while performing Passenger Handling services.
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2) What do you understand about Out-of-Pocket Expenses? Mention any two.
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10.6 LET US SUM UP

This unit discusses the basic functions that are followed by an airline for effective and
satisfactory passenger handling. To maintain the standard of services and satisfactory
passenger experience it is essential that the airline staff, be it cabin crew member for the
ground staff or the ticketing personnel, should be well-trained, informed and proactive
to meet the needs of the travelers. This becomes all more essential when it comes to
serving passengers with special needs. Briefly speaking passenger handling procedure
involves issuing tickets, cancellations/ refunds, handling baggage, check in, security
checking, boarding, inflight services, deboarding, hand baggage claims and most
importantly handling special need requests.
In this unit we have also learnt about some very common out of pocket expenses that
are generally ignored by the passengers themselves; however, it is the duty of the
airline’s staff to make the passengers remember the specific terms and conditions and
policy regulations as may apply. We have also discussed the challenges that are faced
when providing services of effective passenger handling. A few of them maybe due to
human factors involved but considering that the aviation industry is largely dependent
on technology, some challenges come into the picture due to this factor as well.

10.7 FURTHER READINGS

 A Practical Guide to Airline Customer Service: From Airline Operations to
Passenger Services by Colin C. Law
 Airport Operations by Norman J. Ashford, H. P. Martin Stanton, Clifton A. Moore,
Pierre Coutu, John R. Beasley

168  Aircraft Ground Handling by Subhash S. Narayanan

 Passenger Handling
10.8 CLUES TO CHECK YOUR PROGRESS
EXERCISES

Check Your Progress-1

1. Refer 10.1 and frame your answer.

2. Refer 10.2 and frame your answer.
3. Refer 10.3 and frame your answer.

Check Your Progress-2

1. Refer 10.4 and frame your answer.

2. Refer 10.5 and frame your answer.

Check Your Progress-3

1. Refer 10.6 and frame your answer.

2. Refer 10.7 and frame your answer.

10.9 ACTIVITIES
1. Go to a hotel and find out about their process of handling guests with special
needs/disability. Compare and study it with respect to handling of passenger with
special need by airlines.
2. Meet an airport official or airline official and learn about the process of handling
VIP and CIPs.

169