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Ground Services
By Ahmad Ahsan
By Ahmad Ahsan
8/13/2019 Ground Services Part 2 (In Depth Look)
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In-Depth Look at: Passenger ServicesCHECK IN
Adequacy of general check-in desks
First-class check-in serviceWaiting time at check-in
Seat selection procedure
Information display
Passenger acceptance controlStandby control, late passenger, overbooking, rebates
Acceptance of excess, special, and oversized baggage
Baggage tagging, including transfer, first class, crew
Standby Crew/Supy Crew
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In-Depth Look at: Passenger ServicesCHECK IN
Security of boarding passes/ticketing/cash and credit
vouchersMinimum and average check-in times
Preparation of passenger lists
Control of catering orders
Ticket issues and reservationsChanges due to passenger demand
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In-Depth Look at: Passenger ServicesSECURITY
Personal search or scan efficiency
Hand baggage search efficiencyInconvenience level and waiting times
Special Cases Escort and Boarding
Document check
Liaison level between cabin staffService levels of special waiting lounges for premium ticket
holders
Special handling: minors, handicapped
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In-Depth Look at: Passenger ServicesBOARDING
Effectiveness of directions and announcements
Staff availability for inquiries at waiting and boarding pointsAssistance at governmental control points
Control of boarding procedure
Liaison level between check-in and cabin staff
Service levels of special waiting lounges for premium ticketholders
Special handling: minors, handicapped
Trim SheetDoors Closed
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In-Depth Look at: Passenger ServicesARRIVAL / DEBOARDING
Arrivals
Staff to meet flightInformation for terminating and transfer passengers
Transfer procedures
Assistance through government control points
Special passenger handling: minors, handicappedBaggage delivery standards
Assistance at baggage delivery
Arrangement of special services for premium pax
Squawks
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In-Depth Look at: Passenger ServicesDELAY AND CANCELLATION
Procedures for information to passengers
Procedures for family membersMessages including information to destination and en route
points
Procedures for rerouting and surface transfers
Meals, refreshments and hotel accommodationPassenger Services: Baggage Facilities
Compilation of lost or damaged reports
Baggage tracing procedures
Claims and Complaints procedures
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In-Depth Look at: Passenger ServicesEQUIPMENT
Security and condition of all equipment: scales,printer,
credit card reader, calculators, etc.Condition and serviceability of ramp vehicles
Serviceability and appearance of ramp equipment
Maintenance of ramp equipment and vehicles
Driving standards and safety proceduresCommunications: telephones, ground-air radio, ground-
ground radio, monitoring of frequency and liasion with
operations room
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In-Depth Look at: Passenger ServicesRAMP SERVICE
Aircraft Loading/Unloading
Management of pax flowCare of aircraft exteriors, interiors and Unit Load Devices
(ULD)
Adequacy of loading instructions and training
Ramp equipment planning and availabilityPositioning of equipment to
aircraft
Loading and unloading
supervision
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In-Depth Look at: Passenger ServicesRAMP SERVICE
Cleaning/Catering
Standard of cockpit and cabin cleaning/dressingToilet/potable water servicing
Catering loading/unloading
Availability of ground air/gpu/mpu/air start unit
Air Bridge/Jetway operationsSecuring, restraining and spreading loads
Operation of load equipment
Operation of aircraft onboard systems
Ramp security and safety
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In-Depth Look at: Passenger ServicesLOAD CONTROL and DISPATCH
Load sheet accuracy and adequacy of presentation
Load planningAdvance Zero fuel calculation and flight preparation
Punctuality
Turnaround/transit supervision
Passenger release from aircraftPassenger waiting time at boarding point and crew
coordination
Logs and message files
Flight plan, meteorological information, trim sheet, told
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In-Depth Look at: Passenger ServicesDELAY AND CANCELLATION
Procedures for information to passengers
Procedures for family membersMessages including information to destination and en route
points
Procedures for rerouting and surface transfers
Meals, refreshments and hotel accommodationPassenger Services: Baggage Facilities
Compilation of lost or damaged reports
Baggage tracing procedures
Claims and Complaints procedures
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In-Depth Look at: Passenger ServicesADMINISTRATION
Inventory records: ramp equipment/vehicles/office
equipment/furnitureBudgeting: preparation and monitoring
Control of cash/invoices/tickets/accounting data
Complaints register
Staff appearanceCondition of manuals/local instructions/emergency
procedures/standing orders/anos/ads/com,fom,ahm
office files
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