PAX03:

ARRIVAL FUNCTION / PROCEDURES

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HOUSEKEEPING
LET’S WORK TOGETHER…

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AIM AND OBJECTIVES

By the end of the session, you will be able to:

 Identify roles and responsibilities of an arrival agent

 Assist at disembarkation

 Provide arriving passengers with relevant information and

assistance

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TABLE OF CONTENTS

Arrival Agent – Roles & Responsibilities

Pre-Arrival Activities

Terminal Access – Consequences of Border Breach

Disembarkation of Passengers

Cabin Doors Opening

Flight Arrival Clearance

Assisting Arriving Passengers

Assisting at Immigration / Customs

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ROLES AND RESPONSIBILITIES
As an arrival agent there are many roles and responsibilities that you could be
involved with. Your responsibilities may include:

 Preparing for flight arrival

 Coordinating the opening of the aircraft door and Flight Clearance

 Assisting at disembarking

 Assisting at Immigration and Customs

 Meet and assist / VIPs / special assistance passengers services

 Providing necessary information to arriving and transferring passengers

 Baggage Recheck / Transfer Desk / Lost & Found

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PRE-ARRIVAL ACTIVITIES
1. For remote stands check the number of passengers on board in order
to determine the number of buses needed for bussing gates if
applicable.

2. Review the pre-arrival information and check special service messages:

a) Passenger Transit Message (PTM)
b) Passenger Service Message (PSM)

3. Arrange for special assistance, if required (e.g. Ambulift for wheelchair

passengers).

4. Check the ETA to ensure the correct resources are allocated and
adequate time is planned for pre-arrival activities to be performed in line
with airline’s procedures and SLAs.

5. Make new arrangements in case of delay.

6. Prepare for short connections if applicable.

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PREPARING FOR ARRIVAL

 Prepare your area of work: if required, ensure there is a good supply of

landing cards, position queue barriers etc.

 Validate the origin of each flight of inbound passengers.

 Ensure correct access doors are open or closed as necessary.

 Verify where you will direct inbound passengers upon arrival.

 Work in allocated position (ensure you know where you need to be when
presenting passengers to immigration officials).

 Ensure you are familiar with your local arrival routes.

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PREPARING FOR ARRIVAL

What must we consider prior to meeting an inbound flight?

Domestic
or

International
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CONSEQUENCES OF A BREACH

 Failure to comply with any duties with respect to immigration requirements

may result in prosecutions, fines or imprisonment in some cases.

 Handling companies may be fined or lose their operating licence as well

as its loss of reputation.

 Always report each incident no matter how small even if you feel you
have dealt with it successfully.

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CONSEQUENCES OF A BREACH

 If you believe one or more passenger has been directed through the
incorrect arrival route, you must:

Contact Border Authority and/or Police Immediately

Act upon your local recovery plan
Liaise with your supervisor / management (to notify the airline)
Log the event (including statements from those involved)

 Always act immediately as passengers may be recovered before they leave

the terminal.

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DISEMBARKATION
1. Make sure the Passenger Boarding Stairs (PBS) / Passenger
Boarding Bridge (PBB) are in a correct position. Final positioning of
PBS / PBB shall be confirmed from the operator.

2. Ensure walking surfaces are inspected before use and free from
hazardous conditions/debris which could cause injury to anyone.
Ensure walking surfaces are visible.

3. The cabin doors may only be opened by the cabin crew after the OK is
given from the Swissport staff. If the airline contracts cabin door
opening to Swissport, the person must be certified to perform this task.

4. Always confirm the origin of the flight with the crew. This is to ensure
passengers are disembarked at the correct terminal.

5. Disembark passengers in accordance with operating airline

procedures.

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DISEMBARKATION
6. Provide assistance to those passengers who need it and inform
them of delays.

7. Delivery at Aircraft baggage (DAA) shall be offloaded and returned to

the passenger at the time of disembarkation, but without causing any
delay in the disembarkation process.

8. The passenger safety shall be observed throughout the entire

disembarkation process to ensure passengers do not deviate from
the defined passenger walkway and do not smoke on the apron.

9. If an aircraft taxis in on a bay adjacent left to the aircraft that is

disembarking passengers, ensure that passengers are stopped until
the aircraft comes to a complete standstill and anti-collision beacons
have stopped (if locally required) before allowing passengers to
continue to disembark.

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DISEMBARKATION

Different ways of disembarking:

 If disembarkation is done by bus, make sure that the busses are not
overloaded.

 If passenger needs to walk on the apron, check that ramp safety is

observed.

Passengers shall be escorted when on the apron.

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PASSENGER BOARDING BRIDGE (PBB)

 Only trained and certified Swissport employees shall be

authorized to operate a PBB.

 All other persons shall be requested to remain at least 5

meters or 15 feet behind the operator’s platform until the
PBB has been positioned at the aircraft.

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PASSENGER BOARDING STAIRS (PBS)

Driver or Operator of the PBS is always fully responsible for a safe

operation and needs to ensure that:

 PBS is positioned according to carrier requirements.

 Walking surfaces are inspected before use and are free from
hazardous conditions or debris.

 Crew is advised when it is safe to open the passenger door

(according to carrier procedure).

 Safety rails, hand rails and canopies are properly extended.

 PBS are positioned so that the cabin door can be used as an

unobstructed escape route in the event of an emergency/
evacuation.

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CABIN DOORS OPENING

X
NEVER open aircraft cabin doors either from inside or outside unless
you are trained to do so.

There is a risk of deploying the aircraft slide.

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OPENING CABIN DOORS

How long does it take for an aircraft slide to be fully deployed?

 Less than 10 seconds!

 Imagine if you are standing in front of the door and the slide is
deployed.

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FLIGHT ARRIVAL CLEARANCE

International flights arriving in certain countries are subject to special

"handling" of both passengers, baggage, cargo and crew.

When an aircraft arrives on block / stand and the door is being opened,
you will be given the following documents by the crew:

General Declaration (Gen Dec):

 Flight Number
 Aircraft Registration
 Routing (from…to…)
 Passenger Count
 Crew Names and Crew count
 Actual Time of Arrival (filled in by clearing agent)

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FLIGHT ARRIVAL CLEARANCE

Bonded stores lists

 One list per flight kitchen
 Contains a detailed account of the remaining liquor on board the
aircraft

Immigration Form I-92 – US only

 Last foreign port
 Airline
 Flight Number
 Arrival Port
 Date
 Passenger Count

Inbound Passenger List

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INFORM PASSENGERS

All relevant information has to be given to arriving passenger concerning:

 Connecting flights to transfer passengers: ETD, gate, boarding time etc.

 Immigration and customs clearance if possible.

Note: In some countries all passengers, including transferring passengers,

must claim their bags and clear customs and agriculture regardless of final
destination.

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SPECIAL ASSISTANCE PASSENGERS

Relevant arrangements need to be done if there are any special

assistance passengers coming in arriving aircraft.

These could include: Wheelchair Passengers, Unaccompanied Minors,

passengers with visual / hearing impairments etc.

Depending on the airport, special assistance services might be the

responsibility of Swissport or a specialized service provider.

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MEET & ASSIST

Meet & Assist services could include the escort of following passengers,
depending on your airlines policies:

 Unaccompanied Minors (UMNR)

 Elderly or inexperienced passengers

 Families with small children (INF, CHD)

 Passengers with disabilities (e.g. BLND, DEAF, WCH)

 Passengers with very short onward connections

 Passengers deported for legal reasons (INAD / DEPU)

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VIP SERVICES

 Escort / assist VIP’s or top frequent travellers

 Use designated Immigration or Customs lines, if permitted

 Assist with retrieval of their bags

 Arrange for luggage porter, if available

 Give top priority in case of irregularities, such as short

connections, damaged baggage, or cancelled connections

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CUSTOMS AND IMMIGRATION

While working in the customs and immigration area, you may be asked
to do the following:

 Direct passengers to the proper inspection lines.

 Assist passengers with immigration forms.
 Direct passengers to the baggage recheck area in case of
connecting flights.
 Inform transferring passengers on departure gate, boarding time
etc.
 Clear unclaimed bags and “rush-bags” through customs as per local
customs procedures.
 Direct passengers to the baggage service desk in case of lost or
damaged luggage.
 Advise your supervisor of any problems, such as inadmissible or
possible immigration fines.
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INTERLINE / BAGGAGE RE-CHECK / BAGGAGE
SERVICE
Some countries require the passenger to claim their luggage and
clear customs at the first point of entry into that country.

Once passengers have cleared customs and immigration, they

will have to recheck or simply drop off their luggage at the
airlines recheck counter. Before directing passengers to
baggage re-check, check baggage labels to see if they are
tagged all the way to the final destination:

 If tagged to the final destination, direct passengers to the

correct area to drop off their bags.

 If not tagged to the final destination, direct passengers to the

correct airline to allow them to retag the bag.

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TRANSFER DESK / LOST & FOUND

 In case of arrival delays or missed connections, direct

passengers to the correct counter to get tickets reissued.

 If passengers’ bags are missing, direct them to the

baggage service counter to fill out a PIR.

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QUICK RECAP

Let’s take a look at what you have learned in this Module:

 How to prepare for flight arrival

 Importance of different terminal access ways depending on flight’s

origin
 Different ways of disembarkation
 Aircraft door opening and Flight Clearance procedures
 How to assist arriving and transferring passengers
 How to meet the needs of arriving special assistance passengers
and VIPs
 Tasks in Customs and Immigrations area

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THANK YOU
LET’S DISCUSS

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