basic passenger handling seminar.pdf

8/21/2019 BASIC PASSENGER HANDLING SEMINAR.pdf

1/61

BASIC PASSENGER HANDLING SEMINAR

G.H. / TRAINING DEPARTMENT / KC / UPDATED MAR 2013

BasicPassenger

handlingseminar


2/61


G.H. / TRAINING DEPARTMENT / KC / UPDATED MAR 2013


3/61


G.H. / TRAINING DEPARTMENT / KC / MAR 2013 - - i -

T BLE OF CONTENTS

BRIEF HISTORY ............................................................................................................ I-III

PHONETIC ALPHABET ....................................................................................................... 1

ACCEPTING OUR CUSTOMERS FOR A FLIGHT / PREPARATION FOR THE CHECK-IN ............. 3

GREETING THE CUSTOMER .............................................................................................. 4

TICKET / WHAT IS A TICKET / WHAT DOES A TICKET LOOK LIKE /FRONT PAGE ................. 5

OTHER PAGES CONTAINING INFORMATION / AUDIT COUPON / AGENTS COUPON ............. 6

FLIGHT COUPONS / PASSENGER COUPON ...................................................................... 7-8

ATB TYPE TICKETS ........................................................................................................... 9

ELECTRONIC TICKETING ............................................................................................ 10-11

DO CHILDREN AND INFANTS REQUIRE A TICKET? / TICKET FOR EXTRA SEATS .................13

EXPLANATION OF BOXES / NAME OF PASSENGER .............................................................14

FROM AND TO BOXES CARRIER BOX / FLIGHT BOX / CLASS BOX .....................................15

DATE BOX / TIME BOX / STATUS BOX / STATUS BOX ........................................................16

BAGGAGE ALLOWANCE BOX / CONJUNCTION TICKET(S) ...................................................17

THE BOOKING REFERENCE BOX / FARE BOX / TAX BOX ...................................................17

ATHENS AIRPORT TAXES .................................................................................................18

READING A TICKET .........................................................................................................19

REVALIDATION STICKER / MISCELLANEOUS CHARGES ORDER (MCO) ...............................20

FLIGHT INTERRUPTION MANIFEST (FIM) .........................................................................21

DOCUMENTATION CHECK / TRAVEL DOCUMENT CHECK / PASSPORT ................................23

MACHINE READABLE PASSPORTS / BIOMETRIC PASSPORT / TYPES OF PASSPORTS ........... 24

OTHER TRAVEL DOCUMENTS / ALIEN RESIDENTS / VISA ..................................................25

SEVEN MAJOR STEPS FOR TRAVEL DOCUMENTS CHECK / FORGED DOCUMENTS .......... 26-28

SCHENGEN STATES .........................................................................................................29

SCHENGEN VISA / ENTRY - EXIT VISA STAMPS .................................................................30

COUNCIL OF EUROPE / SOME COMMON COUNCIL OF EUROPE PASSPORTS .................. 32-33

OTHER COMMON USED PASSPORTS............................................................................ ....33

SPECIAL PASSPORTS .......................................................................................................34

OTHER VISAS & STAMPS..................................................................................................35

APIS / VISA WAIVER PROGRAM ......................................................................................36

ESTA........................................................................ ......................................................37

SUMMARY ..................................................................................................................75

CHECKING THE BAGGAGE / BAGGAGE ACCEPTANCE .........................................................39

CHECKED BAGGAGE ................................................................................................... 39-40

POOLING BAGGAGE .........................................................................................................40

UNCHECKED BAGGAGE ....................................................................................................41

NEW UE SECURITY MEASURES.........................................................................................42

SPECIAL BAGGAGE ..........................................................................................................43

DEPARTING AIRPORT / SECURITY / IMMIGRATION (PASSPORT CONTROL) / CUSTOMS .....44

PUBLIC ADDRESS ............................................................................................................44

GATE PROCEDURES / BOARDING .....................................................................................45TRANSIT AIRPORT PROCEDURES .....................................................................................46


4/61


G.H. / TRAINING DEPARTMENT / KC / MAR 2013 - - ii -

ARRIVAL AT DESTINATION / HEALTH CHECKS ..................................................................46

IMMIGRATION / BAGGAGE RECLAIM / CUSTOMS / ARRIVALS HALL ...................................47

CUSTOMERS REQUIRING SPECIAL SERVICE AT DEPARTURE .............................................48

DISABLED PASSENGERS ..................................................................................................48

DEAF / BLIND PASSENGERS .............................................................................................49

EXPECTANT MOTHERS (PREGNANT) / UNACCOMPANIED MINOR (UM)...............................49

YOUNG PASSENGERS (YP) / INFANTS / CHILD / SHIPS CREW / FREQUENT TRAVELERS .....50

CIP / VIP ..................................................................................................................51

DEPORTEE / INADMISSIBLE / UNRULY PASSENGERS ........................................................52

TRANSIT / TRANSFER - CONNECTING PASSENGER ...........................................................52

FLIGHT ARRIVAL .............................................................................................................53

POST DEPARTURE MESSAGES ..........................................................................................54


5/61


G.H. / TRAINING DEPARTMENT / KC / MAR 2013 I

Brief History

In expectation of the liberalization of the Air Transport which followed by the

1996 EU Directive “Access on Ground Handling at Community Airports” ,

Goldair Handling SA was established by the Athens-based Goldair Group in April 1992 to provide airport ground handling services in Greece.

Goldair Handling was initially activated at Athens Airport on March 16, 1998offering Passenger Handling Services after a successful bid to the tenderlaunched by the Hellenic Civil Aviation Authority.

In early December 1998 an application was filed for full ground handlingservices at Athens Airport, in accordance to the existing legislation at that time(EU Directive No. 96/97 and the Presidential Decree No. 285/98 harmonizing

the Greek legislation to the said EU Directive).

On December 30, 1998 the Minister of Transport approved the Basic GroundHandling Regulation and consequently Goldair Handling’s application wassupplemented in order to meet the new requirements described thereto.

Under the provisions of the Basic Ground Handling Regulation, GoldairHandling continued offering the Passenger Handling Services awaiting the

Hellenic Civil Aviation Authority (HCCA) recommendation and the Ministry ofTransport’s approval under the new legislation.

After a lengthy and thorough examination of our company’s application by theHCAA and a subsequent recommendation, the Minister of Transport granted

the approval on April 23, 1999 and Goldair Handling was activated in the RampHandling on May 15, 1999.

Goldair Handling obtained the license for the full handling services at Heraklion

Airport at March 15, 2001 and for the full handling services at Thessaloniki Airport at January 06, 2002 and full handling services at Rhodes and Corfu atMay 01 2005.

The operation of our Cargo Terminal at new Athens International Airport, by

Goldair Handling since March 28, 2001 had completed the wide range ofground handling services offered.

Certifications

Goldair Handling has become the first ISAGO registered provider in Greece.

The Company’s Quality System is certified according to ISO9001:2008.Furthermore the Environmental Management System is certified according toISO14001:2004. Our Quality System is based on continuous monitoring and

analysis of key performance indicators using the AHM804 IATA System forPerformance Measurement of Service Delivery Standards.


6/61


G.H. / TRAINING DEPARTMENT / KC / MAR 2013 II

Goldair Handling’s milestones

April 1992 – Foundation of Goldair Handling SA

November 1997 – Activation of Goldair Handling SA

March 1998 – Passenger Handling Services at Athens Hellinikon, Airport (ATH)

May 1999 – Ramp Handling Services at Athens, Hellinikon, Airport (ATH)

July 1999 – Cargo Terminal Services at Athens, Hellinikon, Airport (ATH)

July 1999 – Cargo Terminal Services at Thessaloniki Airport (SKG)

July 1999 – Passenger Handling Services at Thessaloniki Airport (SKG)

March 2001 – Passenger and Ramp Handling Services at Heraklion Airport(HER)

March 2001 – Certification for Quality and Environmental Management System

(ISO 9001:2000 and ISO 14001) March 2001 – Commencement of Passenger, Ramp and Cargo Terminal

Services at the new Athens Airport (ATH)

January 2002 – Ramp Handling Services at Thessaloniki Airport (SKG)

May 2005 – Passenger and Ramp Handling at Rhodes Airport (RHO)

May 2005 – Passenger and Ramp Handling at Corfu Airport (CFU)

May 2008 – Passenger and Ramp Handling at Larnaca (LCA) and Paphos (PFO)

Airports

May 2010 – Passenger and Ramp Handling at Chania (CHQ), Kos (KGS),

Kefalonia (EFL), Zakynthos (ZTH), Santorini (JTR) and Mykonos (JMK) Airports Nov 2010 – Passenger and Ramp Handling at Sofia (SOF) Airport

Feb 2012 – Passenger and Ramp Handling at Samos (SMI), Mytilini (MJT),Chios (JKH), Kavala (KVA), Skiathos (JSI), Aktion – Preveza (PVK), Kalamata

(KLX), Karpathos (AOK), Araxos (GPA), Limnos (LXS), Nea Anchialos – Volos(VOL), Alexandroupolis (AXD), Ioannina (IOA), Paros (PAS), and Skiros (SKU)

Airports.

Apr 2012 at Burgas (GOJ) Airport

.


7/61


G.H. / TRAINING DEPARTMENT / KC / MAR 2013 1

PHONETIC ALPHABET

Where the spelling of single letters or whole words is necessary a phoneticalphabet is being used.

A ALFA

B BRAVO

C CHARLIE

D DELTA

E ECHO

F FOXTROTT

G GOLF

H HOTEL

I INDIA

J JULIET

K KILO

L LIMA

M MIKE

N NOVEMBER

O OSCAR

P PAPA

Q QUEBEC

R ROMEO

S SIERRA

T TANGO

U UNIFORM

V VICTORW WHISKEY

X X-RAY

Y YANKEE

Z ZULU


8/61




9/61



ACCEPTING OUR CUSTOMERS FOR A FLIGHT

PREPARATION FOR THE CHECK-IN

To present a truly professional image, you must take pride in your work areas.

You are the host. Your first step is to prepare yourself and your check-in area toaccept your guests.

Is your uniform being worth to “GOLDAIR HANDLING” standards?

Is your check-in area neat and tidy?

Do you have all the necessary paperwork for the flight?

Be aware of the latest information about your flight. Make sure you attend abriefing with your colleagues, before opening the check-in desk to acceptpassengers. Briefings are important part of the professional process. Askquestions to clarify your duties, as this is when you will be assigned yourtasks and when you will be advised about the passengers you will meet very

shortly. You will need to know about the joining passenger load you are expecting.Some of these passengers will require extra special attention.


10/61



GREETING THE CUSTOMER

Every passenger who approaches the desk deserves your undivided attention. Ifyou are having a chat with a colleague, break away as our customers always comefirst. Think about how you are standing and sitting. Do you look relaxed, friendly

and welcoming?

Be professional.

Make sure you are polite and helpful.

Try to use passenger’s name during the conversation.

Make sure you have all the information you need before check-in.

Make sure you follow all the safety and security procedures.

Give all the information that passenger needs.

HERE ARE SOME TIPS

Look directly at the passenger and smile

Once you have the passenger’s ticket and passport, you also have the customer’sname. Use it if you can from now on even if it is difficult. It would probably benice to use it at the end when you wish the passenger a pleasant flight.Remember the passenger will be flattered if you use their name.

These will help you when you make the check-in entries into the computer.

Returning the ticket:

(If the flight is delayed, it is necessary to inform the passenger immediately.)

“Good morning sir, mayI have your ticket and

passport please?”

“Where is your final destination to day?

“Is this your baggage?” “Would you place your baggage on the scales”

“Do you prefer a window or an aisle seat?

“I have checked two suitcases for you to London(indicate both baggage slips)”

“This is your boarding pass.” “The boarding time is 1pm (indicate on boarding card).

You will depart from gate 11 (indicate on boarding card) ”

Have a nice flight, Mr. Smith


11/61



TICKET

What is a ticket?

A ticket is a contract between the airline or charterer and the customer.

A confirmation of booking and payment.

A receipt and record of a journey.

A form of advance payment.

An accountable document.

Tickets may be issued by an airline or approved travel agent.

May be handwritten or printed by machine.

May be interchanged with other airlines according to fare basis andapplicable restrictions.

May only be used by the customer named on the ticket. It cannot be

transferred to anyone else.

What does a ticket look like?

Each ticket is made up of a number of pages, some of the pages containinformation for the customer and some contain the flight details. The pagesthat contain the flight details are called COUPONS and they aredetachable.

All tickets comprise of the following:

FRONT PAGE

This shows the airline that issued the ticket and will have the words “P SSENGER TICKET ND GG GE CHECK ” written on it. It will also showthe ticket number, which is printed on every page throughout the ticket.

All I A T A member airlines, have an I A T A form number, which the ticketnumbers begin with. They also have a two-letter code

I A T A is the “ International Air Transport Association”.

I C A O is the “International Civil Aviation Organization”.


12/61



OTHER PAGES CONTAINING INFORMATION

Conditions of contract

Reconfirmation

OverbookingDangerous Articles in Baggage

Notice of baggage liability limitations

AUDIT COUPON (green)

This is the top coupon. All information is either printed or written on to thiscoupon by the sales agent. This and the following coupons, except the passengercoupon, are usually carbon backed, which means that all the details are copiedthroughout. The sales agent removes this coupon from the ticket at the time ofticket issue and sends it to the accounts department. If you see a green auditcoupon in a ticket, it’s not acceptable for travel. You should remove it and pass iton to the ticket desk.

AGENTS COUPON (pink)

This coupon is removed at the same time as the green one and is kept on file bythe office that issues the ticket. Again it is not acceptable for travel. If you findone, remove it and pass it on to the ticket desk.


13/61


G.H. / TRAINING DEPARTMENT / KC / MAR 20137

FLIGHT COUPONS

The flight coupons are used for passenger travel. Some tickets have two flightcoupons and some four-flight coupons. A heavy black edging around thedestination box clearly indicates the sector for which each flight coupon is valid. Itis from the flight coupons that airlines earn money. You would remove thiscoupon when the passenger checks-in and give them a boarding card in return.

The flight coupons are numbered and must be issued in sequence. If one of thecoupons is not required would be void. This is removed along with the audit andagent coupon at time of ticket issue. If you discover a void coupon remove it inaddition to the flight coupon you need, and pass it on to the ticket desk.

Flight coupon No. 1

Flight coupon No. 2


14/61



Flight coupon No. 3

Flight coupon No. 4

Passenger coupon


15/61



ATB TYPE TICKETS

The ATB tickets will increasingly replace conventional tickets. The largest portionof the ticket contains all the flight details and is called the “FLIGHT COUPON”.

The smaller detachable portion, called the “BOARDING PASS” contains all the

boarding details. The flight coupon will be kept by you when you check thepassenger in and the boarding pass will be returned to be used by the passengerto board the aircraft. A separate card is issued for each sector of the journey.

A Passenger Receipt Coupon is also issued plus the Audit and Agent coupons.


16/61



ELECTRONIC TICKETING (ETKT)

General informationElectronic ticketing is a method to document the sale and track usage of

passenger transportation/electronic ticket, without requiring the issuance of papervalue documents. A historical record of each ticketing transaction is maintained onthe ETKT record.

DefinitionsELECTRONIC COUPON means an electronic flight coupon or other value documentheld in Carrier’s database.ELECTRONIC TICKET (ET ) means the itinerary/receipt issued by or on behalf ofCarrier, the electronic coupons and, if applicable a boarding document.ITINERARY/RECEIPT means a document or documents forming part of theElectronic Ticket which contains the information and notices required (for

example, passenger name, itinerary, fare, etc.).TICKET means either the document “passenger Ticket and Baggage check” or theElectronic Ticket, in each case issued by or on behalf of Carrier and includingconditions of contract, notices and the coupons contained in it.VALIDATING CARRIER

Usage

means the issuing airline whose numeric airline code isreflected in the electronic transaction for the flight/value coupon(s). The ValidatingCarrier shall be the controlling and authorizing entity for the Electronic Ticketingtransactions.

An electronic ticket is used in exactly the same way as a paper ticket. However,

instead of processing a paper document, all the data relating to the passenger’sitinerary, fare, class, payment, etc., is stored in an ET record in the database ofthe Validating Carrier.

Coupon Status Indicators A coupon status indicator appears against each flight coupon.These codes must not be confused with the reservations status codes.These codes are used to show if the Electronic Ticket is open for use, checked-in,boarded, used, exchanged, refunded etc.

Passenger receiptIn all cases, an itinerary receipt or ATB passenger receipt must be given to thepassenger. In addition, the passenger should be given a copy of the Notices withrespect to the Warsaw Convention.(Warsaw Convention: Convention for the unification of Certain Rules Relating toInternational Carriage by Air, Signed at Warsaw on 12 October 1929).

Passenger IdentificationIt is necessary to advise the passenger that an acceptable form of identificationmust be presented at check-in. The acceptable forms of identification are: A passport or a National Identity Card. The credit card used to purchase the ticket (if applicable).


17/61




18/61




19/61



DO CHILDREN AND INFANTS REQUIRE A TICKET?

The answer is YES.Only one customer may travel per ticket, i.e. children and infants require their own.CHILDREN Aged from two years but under the age of 12 years pay a percentage ofthe applicable fare and are entitled to a seat.

INFANTS under two years of age normally pay 10% of the applicable adult fare forwhich they receive NO SEAT. Only one infant can travel with the adult.

IMPORTANT NOTE:

An extra ticket is also required if a passenger needs a second seat for comfortpurposes or for other load on passenger’s seat. E.g. corpulent person, cello, etc.


20/61



EXPLANATION OF BOXES

NAME OF PASSENGER As soon as you open the ticket, look for the name of the customer. The

customer’s name is normally written in the format of surname or family name firstfollowed by an oblique then first name and titles.The name box has NOT TRANSFERABLE printed in, meaning that only the personnamed on the ticket may use it.Some titles you may see are:MR, MRS, MSTR, MISS, LADY, LORD, REV, SIR, CAPT, DR, PROF

You may see the following after a child’s or an infant’s name:INF -InfantUM08 -Unaccompanied Minor

YP14 -Unaccompanied Young Flyer followed by their age

CHD04 or CHILD04 -Child ticket followed by age


21/61



FROM and TO BOXES

The destinations are written out in full. However, if a destination is served bymore than one airport, the name or code of the airport will also be included.For example London Heathrow or London LHR .

When a customer arrives at one airport in a city and departs from another in thesame city, both airport names must be clearly recorded. This can be done in oneof two ways:

CARRIER BOXThis box tells us which airline our customer is travelling on. All airlines have eithercodes made up of two letters or one number and one letter.

E.g. BA-British Airways, AA-American Airlines, MA-Malev, A3-Aegean Airlines.

FLIGHT / CLASS BOXOnce you have identified the airline they are travelling on, the next box tells youwhich flight no and the class your customer is travelling in.We need to know which class the customer is travelling as this helps us directpassengers to the correct check-in desk and check him in into the correct class.Generally F stands for first class.C and D stands for business class.

Y and M stands for economy class.J stands for business class on intercontinental flights.

Airlines do not necessarily use the same booking classes.


22/61



DATE BOXThe date boxes are filled out in a standard format. The date of departure followedby a three letter code for the month.JAN –January APR –April JUL –July OCT –OctoberFEB –February MAY –May AUG –August NOV –November

MAR –March JUN –June SEP –September DEC –December

TIME BOXThis box contains the flight departure time using the 24 hour clock.E.g. 8.30pm would be shown as 2030.The 24 hour clock is not commonly used in the USA and they indicate the time ofday by a letter after the time.

A – Means AM P – Means PMN – Means Noon M – Means Midnight

STATUS BOXThis shows our customer reservations status at the time the ticket was issued.The following codes will appear:

OK

CON F I R M ED S P CE

The customer has a confirmed seat on this flight.

R Q or W L

REQUEST

o r

W I TI N G L I S T

On this flight the customer is either waitlisted or reply had not been received fromthe airline at the time the ticket was issued. This is also known as space requestedbut not confirmed.

N S NO SE T

The customer, an infant, will not be occupying a seat.

S

SP CE V I L B LE

This is used whenever the fare prohibits advance reservations.

E.g. Airline staff traveling on a “subject to space ticket”.


23/61



Conjunction ticket(s)

182 4488837620/1

ALLOW BOXThe price of an airline ticket includes not only transportation for the passenger,but for personal baggage as well. While actually paid for as part of thepassenger's ticket, the amount of baggage permitted is called "Free Baggage

Allowance".

In general, the free baggage allowance is expressed in one of two ways.

The "weight concept The "piece concept

CONJUCTION TICKET (S)

THE BOOKING REFERENCE BOX

This may contain six characters, which represent the PNR (Passenger NameRecord). This may be followed by an oblique (/) followed by the two letter airlinecode which indicates the airline where the PNR originated.

FARE BOXThe fare box shows the fare paid by the customer. This will always be shown inthe local currency where the journey commenced. All countries have two lettercodes. All currencies have three letter codes. The two-letter country code,followed by the first letter of the name of the currency of that country.E.g. GB –Great Britain. Their currency is called Pounds.

The currency code is GBP.US –United states. Their currency is called Dollars.The currency code is USD.

EU – European Union. The currency is called Euro butThe currency code is EUR (European Union Rate).

TAX BOXThis is completed when the airline is required to collect a tax on behalf of thegovernment. They are different types of taxes, which the issuing office may haveto collect.


24/61



ATHENS AIRPORT TAXES

Passengers travelling within EEA (European Economic Area) memberstates,airport taxes in Euros are:GR 12 (Greek airport development charge)

WP 15,15 (Passenger terminal facilities charge)WQ 5 (Security charge)

Passengers travelling outside EEA (European Economic Area) memberstates,airport taxes in Euros are:GR 22 (Greek airport development charge)WP 15,15 (Passenger terminal facilities charge)WQ 5 (Security charge)

Taxes exemptions:

Children under 5 years and transfer passengers are exempted from the GR tax

(Greek airport development charge).Infants (under 2 years) and tickets for Extra seats for passenger’s own use ordead load are free of airport taxes.

EEA (European Economic Area) members:

Austria Belgium Bulgaria CyprusCzech Rep. Denmark Estonia FinlandFrance Germany Greece HungaryIceland Ireland (Rep.) Italy LatviaLiechtenstein Lithuania Luxembourg MaltaNetherlands Norway Poland PortugalRomania Slovak Rep. Slovenia SpainSweden United Kingdom

NOTE:

For all the other Greek Airports apply all the above except WP and WQ taxes.

EU (European Union) members:

Austria Belgium Bulgaria CyprusCzech Rep. Denmark Estonia FinlandFrance Germany Greece HungaryIreland (Rep.) Italy Latvia LithuaniaLuxembourg Malta Netherlands PolandPortugal Romania Slovak Rep. SloveniaSpain Sweden United Kingdom


25/61



READING A TICKET

1) What is the customer’s name?

2) On which flight is the customer travelling?

3)

What is the status of the flight?

4) What is the baggage free allowance?

5) To which class of service is the customer entitled?

6) Where is the customer going?

7) What is the customer’s PNR?

8) What time does the flight depart?

9) How did he pay for his ticket?

10) How much did he pay for this ticket?


26/61



REVALIDATON STICKER

If a passenger decides to change his reservation, the ticket can be revalidatedusing a reservations alternation sticker. The new flight details are written on thesticker and attached to the ticket in the appropriate place.

THE MISCELLANEOUS CHARGES ORDER

They are vouchers that may be used to pay for a variety of services. E.g., airline

tickets, excess baggage, hotel accommodation. It may be useful to think of themas receipts for money that has been paid to the Airline for extra services. On theMCOs there is no mention of “Passenger Ticket and baggage check” therefore itmust not be exchanged for a boarding pass at check-in.


27/61



FLIGHT INTERRUPTION MANIFEST (FIM)

A Flight Interruption Manifest is used when a passenger doesn’t have a valid flightcoupon for the onward transportation to the place where he originally wanted tofly to.

The flight Interruption Manifest has to be validated from the delivering andreceiving carrier.The flight Interruption Manifest is a transportation document, which can be usedfor one and more passengers. It is a contractual agreement (IATA resolution)between two airlines.

A Flight Interruption Manifest is issued by the delivering carrier and accepted bythe receiving carrier at check-in.


28/61




29/61



DOCUMANTATION CHECK

and or

By asking for the passenger’s ticket and passport, you can check that the name onthe ticket is the same as the name on the passport. We can only acceptpassengers for travel with the same name on their ticket and on their passport.

TRAVEL DOCUMENT CHECKBoth at the time of departure and upon arrival, passengers are confronted withtravel document controls and most of us accept this as being a standard check

procedure.

The most common travel documents are Passports and Identity cards.

Passports: Travel documents, which are in principle valid for all thecountries of the world.

Identity cards: Travel documents, which are valid for a specific group ofcountries.

PASSPORT

A passport is a formal identity document or certification issued by a nationalgovernment to nationals of a particular state, or to alien residence. (mostlystateless persons) of the issuance country, and requests permission, in the nameof the sovereign or government of the issuing country, for the bearer to bepermitted to enter and pass through other countries. Passports are connected withthe right of legal protection abroad and the right to enter one's country ofnationality. Passports usually contain the holder's photograph, signature, date ofbirth, nationality, and sometimes other means of individual identification.

A passport is usually necessary for international travel, as it normally needs to beshown at a country's border, although there exist agreements whereby thecitizens of some countries can enter some other countries with other identity

documents. It may be stamped or sealed with visas issued by the host countryauthorising entry.

As identifying documents, passports are frequent subjects of theft and forgery.


30/61



Machine readable passports:They have a standardised presentation, bearinga zone where some of the information otherwisewritten in textual form is written as strings ofalphanumeric characters, printed in a manner

suitable for optical character recognition – thatis, reading by a machine. This enables bordercontrollers and other law enforcement agents toprocess such passports quickly.

Biometric PassportBiometric passports with RFID (Radio frequencyidentification) Chips will carry supplementalinformation about the bearer, in a digitised form.

The passport’s critical information is stored on a

tiny computer chip, much like information storedon smartcards. Like some smartcards, thepassport book design calls for an embeddedcontactless chip that is able to hold digitalsignature data to ensure the integrity of thepassport and the biometric data.

Symbol for biometric Passports, usually printed onthe Cover of the Passports.

TYPES OF PASSPORTS

Besides normal passportsthere are also:

1. Aliens passports2. Children’s identity cards3. Diplomatic or consular passports / Official, special or service passports.4. International Red Cross passports, “Laissez-Passer” issued by the UN, etc.5.

Joint passports (family passports)6. Temporary/Emergency passport


31/61



OTHER TRAVEL DOCUMENTS

There are other travel documents which may not always have the same legaleffect as passports, and are valid only for limited countries and purposes. Suchtravel documents may be identification cards, travel certificates, military I/D cards,

seamen discharge books and records, affidavits, etc.

ALIEN RESIDENTS

Are nationals who have taken up official residence (either permanent ortemporary) in a country other than their nationality. Proof of alien residency mayappear in the in the form of a stamp in the national passport, a separatedocument or an identity card.

VISA An entry in a passport or other travel document made by a (consular) official of agovernment to indicate that the bearer has been granted authority to enter or re-enter the country concerned.

Nationality:

A person’s nationality can be established by checking the specific informationunder “nationality” or “national status” in his travel document (e.g. passport ornational identity card). In general the permission to enter a country without visa isbased on nationality and not the country which issued his travel document.Dual nationality:

A person may be a national or citizen of two (or more) countries and may

therefore hold more than one passport or any other travel document.


32/61



SEVEN MAJOR STEPS FOR TRAVEL DOCUMENTS CHECK

1) Name on the ticket and passport or ID card match. much.2) Details on passport (I D) much the passenger that you check in (i.e. sex-age-

height-photograph).

3)

Check if the Passport is valid and the expiration date is within the appropriatetime limits.4) Check if visa required up to his/her final destination and/or transit.5) Check if the passengers hold a valid visa (some visas may only be used for one

or two journeys).

Also check if the visa is endorsed for all the persons on the passport whoare travelling.

If you need to check any passport and visa information look in theT I M (Travel Information Manual).

FORGED DOCUMENTS

While checking a document, bear in mind that document fraud may take differentshapes.

A counterfeit document: A document that is created to look like a genuine document.

An altered document: An original document in which the particulars are changed or added.

A stolen blank document: An original document in which the particulars are added by unauthorized persons.

Fraudulent use: An original, unaltered document with which the presenter of the document posesas the holder.

Detecting an altered or counterfeit item takes practice. When examining adocument, it is important to use a consistent method.

Photographs:Photo substitutions are the most frequently encountered document alterations.

Detection points

• Outlines may be visible around the photo.

•

When the photo carries an ink stamp, the stamped image should not beinterrupted.

• When dry embossing has been applied, the impression on the other side of thepage should match.

• When ring staples have been used, these should not be loose and theirindentations on the next page should match.

• If the page has been laminated: check for extra layers of laminate, faded ormissing designs over the photo area, misaligned or broken designs andrecreated (hand-drawn or cut and pasted) security designs.

• A shadow or residue from the original photo.

•

A raised feel to a photograph indicating that a second photo has been placedover the original.


33/61



Quality of printing

Printing:

Text

Background printing:Watermark:

Construction passport booklet:

Imposters are those people who carry genuine unaltered documents that belongto someone else. This form of fraud is most common.

Imposter identification:

There are several clues that help your decision when looking at the photograph inthe passport and at the person. Note the height, weight, age and distinguishing

characteristics.Eyes, Nose, Lips, Face shape, Ears, Distinguishing marks .

Behaviour:

Passenger Assessment:

• spokesman• last minute arrival• passive• overly co-operative• nervous

•

overly aggressiveLanguage:

• language matches the travel document.• if claiming a certain country residency, can traveller speak the language of

the passport.• if naturalised, can the traveller speak the language of birth country.

• make eye contact

Questioning techniques:

•

ask open ended questions’• wait for an answer• do not interrupt• be polite and friendly• speak to everyone in the group• two or three questions


34/61



Machine writing All forms of mechanical writing.

Laminate A synthetic layer added to protect the variable data; May be

either glued or heat-sealed. The laminate may be matt or clearand it may have a printing.

Kinegraphic laminateLaminate with a kinegraphic effect across the entire surface:the 2-D line images appear to move when tilted.

Hologram A 3-D photographic reproduction of an existing object. Whentilted, it changes colour.

Kinegram® A 2-D computer image (often line pattern) which appears tomove when tilted.

Watermark An image which is created during paper manufacture by variations in the thicknessof the paper.

Perforation An image (most often a number) which is pierced through thedocument. All holes are equal in size.

Laser perforation An image (most often a number) which is burnt in by laser. Theholes are smaller on each consecutive page (conical shape) andmay have a tiny scorched edge.

Imageperf® An image (specifically an image of the photo) consisting of tinyholes of different sizes, burnt into the paper or synthetic material bylaser. The image is visible when the page is held up to the light.

Dry embossingStamp without ink; leaves an impression in the paper which can beseen and felt.

Ink stampNormal stamp. The stamped image may however be special, forinstance through the use of a multi-coloured inkpad. The ink mayfluoresce under UV light.


35/61



SCHENGEN STATES

AUSTRIA BELGIUM CZECH REP DENMARK

ESTONIA FINLAND FRANCE GERMANY

GREECE HUNGARY ICELAND ITALYLATVIA LITHUANIA LUXEMBOURG MALTA

NETHERLANDS NORWAY POLAND PORTUGAL

SLOVAKIA SLOVENIA SPAIN SWEDEN

SWITZERLAND

The Schengen Agreement came into force on 26 March 1995. It is an agreementbetween several member states of the European Union (EU), to removeimmigration controls for travel within their collective territories. This creates a

“border-less” region, known as “Schengen Area” .Because entry into one Schengen State gives free access to all the others,Member States of the Schengen area have elaborated uniformed rules as to thetype of visas which may be issued for a short-term stay, not exceeding threemonths, on the territory of one, several or all of those States.

The single-entry visa The multiple-entry visa

http://en.wikipedia.org/wiki/Switzerlandhttp://en.wikipedia.org/wiki/Switzerland


36/61



The transit visa, the airport transit visa, the group visa

The visa with limited territorial validity.

The national visa

NOTE:

Passengers holding ALIEN RESIDENTS PERMIT proof, issued by a SchengenState can travel to all Schengen States without any other Visa.

Entry and Exit stamps


37/61




38/61



COUNCIL OF EUROPE

ALBANIA ANDORRA ARMENIA AUSTRIA AZERBAIJAN BELGIUMBOSNIA & HERZEGOVINA BULGARIA CROATIACYPRUS CZECH REPUBLIC DENMARK

ESTONIA FINLAND FRANCEGEORGIA GERMANY GREECEHUNGARY ICELAND IRELANDITALY LATVIA LIECHTENSTEINLITHUANIA LUXEMBOURG MALTAREPUBLIC OF MOLDOVA MONACO MONTENEGRONETHERLANDS NORWAY POLANDPORTUGAL ROMANIA RUSSIANFEDERATION SAN MARINO SERBIASLOVAK REPUBLIC SLOVENIA SPAINSWEDEN SWITZERLAND

''THE FORMER YUGOSLAV REPUBLIC OF MACEDONIA''TURKEY UKRAINE UNITED KINGDOM

SOME COMMON COUNCIL OF EUROPE MEMBERS PASSPORTS

http://hub.coe.int/web/coe-portal/country/albania?dynLink=true&layoutId=121&dlgroupId=10226&fromArticleId=http://hub.coe.int/web/coe-portal/country/andorra?dynLink=true&layoutId=130&dlgroupId=10226&fromArticleId=http://hub.coe.int/web/coe-portal/country/armenia?dynLink=true&layoutId=131&dlgroupId=10226&fromArticleId=http://hub.coe.int/web/coe-portal/country/austria?dynLink=true&layoutId=132&dlgroupId=10226&fromArticleId=http://hub.coe.int/web/coe-portal/country/azerbaijan?dynLink=true&layoutId=133&dlgroupId=10226&fromArticleId=http://hub.coe.int/web/coe-portal/country/belgium?dynLink=true&layoutId=134&dlgroupId=10226&fromArticleId=http://hub.coe.int/web/coe-portal/country/bosnia-and-herzegovina?dynLink=true&layoutId=135&dlgroupId=10226&fromArticleId=http://hub.coe.int/web/coe-portal/country/bulgaria?dynLink=true&layoutId=136&dlgroupId=10226&fromArticleId=http://hub.coe.int/web/coe-portal/country/croatia?dynLink=true&layoutId=137&dlgroupId=10226&fromArticleId=http://hub.coe.int/web/coe-portal/country/cyprus?dynLink=true&layoutId=138&dlgroupId=10226&fromArticleId=http://hub.coe.int/web/coe-portal/country/czech-republic?dynLink=true&layoutId=139&dlgroupId=10226&fromArticleId=http://hub.coe.int/web/coe-portal/country/denmark?dynLink=true&layoutId=140&dlgroupId=10226&fromArticleId=http://hub.coe.int/web/coe-portal/country/estonia?dynLink=true&layoutId=141&dlgroupId=10226&fromArticleId=http://hub.coe.int/web/coe-portal/country/finland?dynLink=true&layoutId=142&dlgroupId=10226&fromArticleId=http://hub.coe.int/web/coe-portal/country/france?dynLink=true&layoutId=13&dlgroupId=10226&fromArticleId=http://hub.coe.int/web/coe-portal/country/georgia?dynLink=true&layoutId=143&dlgroupId=10226&fromArticleId=http://hub.coe.int/web/coe-portal/country/germany?dynLink=true&layoutId=144&dlgroupId=10226&fromArticleId=http://hub.coe.int/web/coe-portal/country/greece?dynLink=true&layoutId=145&dlgroupId=10226&fromArticleId=http://hub.coe.int/web/coe-portal/country/hungary?dynLink=true&layoutId=146&dlgroupId=10226&fromArticleId=http://hub.coe.int/web/coe-portal/country/iceland?dynLink=true&layoutId=147&dlgroupId=10226&fromArticleId=http://hub.coe.int/web/coe-portal/country/ireland?dynLink=true&layoutId=148&dlgroupId=10226&fromArticleId=http://hub.coe.int/web/coe-portal/country/italy?dynLink=true&layoutId=149&dlgroupId=10226&fromArticleId=http://hub.coe.int/web/coe-portal/country/latvia?dynLink=true&layoutId=150&dlgroupId=10226&fromArticleId=http://hub.coe.int/web/coe-portal/country/liechtenstein?dynLink=true&layoutId=151&dlgroupId=10226&fromArticleId=http://hub.coe.int/web/coe-portal/country/lithuania?dynLink=true&layoutId=152&dlgroupId=10226&fromArticleId=http://hub.coe.int/web/coe-portal/country/luxembourg?dynLink=true&layoutId=153&dlgroupId=10226&fromArticleId=http://hub.coe.int/web/coe-portal/country/malta?dynLink=true&layoutId=154&dlgroupId=10226&fromArticleId=http://hub.coe.int/web/coe-portal/country/moldova?dynLink=true&layoutId=155&dlgroupId=10226&fromArticleId=http://hub.coe.int/web/coe-portal/country/monaco?dynLink=true&layoutId=156&dlgroupId=10226&fromArticleId=http://hub.coe.int/web/coe-portal/country/montenegro?dynLink=true&layoutId=157&dlgroupId=10226&fromArticleId=http://hub.coe.int/web/coe-portal/country/netherlands?dynLink=true&layoutId=158&dlgroupId=10226&fromArticleId=http://hub.coe.int/web/coe-portal/country/norway?dynLink=true&layoutId=159&dlgroupId=10226&fromArticleId=http://hub.coe.int/web/coe-portal/country/poland?dynLink=true&layoutId=160&dlgroupId=10226&fromArticleId=http://hub.coe.int/web/coe-portal/country/portugal?dynLink=true&layoutId=161&dlgroupId=10226&fromArticleId=http://hub.coe.int/web/coe-portal/country/romania?dynLink=true&layoutId=162&dlgroupId=10226&fromArticleId=http://hub.coe.int/web/coe-portal/country/russian-federation?dynLink=true&layoutId=163&dlgroupId=10226&fromArticleId=http://hub.coe.int/web/coe-portal/country/russian-federation?dynLink=true&layoutId=163&dlgroupId=10226&fromArticleId=http://hub.coe.int/web/coe-portal/country/san-marino?dynLink=true&layoutId=164&dlgroupId=10226&fromArticleId=http://hub.coe.int/web/coe-portal/country/serbia?dynLink=true&layoutId=165&dlgroupId=10226&fromArticleId=http://hub.coe.int/web/coe-portal/country/slovakia?dynLink=true&layoutId=166&dlgroupId=10226&fromArticleId=http://hub.coe.int/web/coe-portal/country/slovenia?dynLink=true&layoutId=167&dlgroupId=10226&fromArticleId=http://hub.coe.int/web/coe-portal/country/spain?dynLink=true&layoutId=29&dlgroupId=10226&fromArticleId=http://hub.coe.int/web/coe-portal/country/sweden?dynLink=true&layoutId=168&dlgroupId=10226&fromArticleId=http://hub.coe.int/web/coe-portal/country/switzerland?dynLink=true&layoutId=169&dlgroupId=10226&fromArticleId=http://hub.coe.int/web/coe-portal/country/the-former-yugoslav-republic-of-macedonia?dynLink=true&layoutId=170&dlgroupId=10226&fromArticleId=http://hub.coe.int/web/coe-portal/country/turkey?dynLink=true&layoutId=171&dlgroupId=10226&fromArticleId=http://hub.coe.int/web/coe-portal/country/ukraine?dynLink=true&layoutId=172&dlgroupId=10226&fromArticleId=http://hub.coe.int/web/coe-portal/country/united-kingdom?dynLink=true&layoutId=173&dlgroupId=10226&fromArticleId=http://hub.coe.int/web/coe-portal/country/united-kingdom?dynLink=true&layoutId=173&dlgroupId=10226&fromArticleId=http://hub.coe.int/web/coe-portal/country/united-kingdom?dynLink=true&layoutId=173&dlgroupId=10226&fromArticleId=http://hub.coe.int/web/coe-portal/country/ukraine?dynLink=true&layoutId=172&dlgroupId=10226&fromArticleId=http://hub.coe.int/web/coe-portal/country/turkey?dynLink=true&layoutId=171&dlgroupId=10226&fromArticleId=http://hub.coe.int/web/coe-portal/country/the-former-yugoslav-republic-of-macedonia?dynLink=true&layoutId=170&dlgroupId=10226&fromArticleId=http://hub.coe.int/web/coe-portal/country/switzerland?dynLink=true&layoutId=169&dlgroupId=10226&fromArticleId=http://hub.coe.int/web/coe-portal/country/sweden?dynLink=true&layoutId=168&dlgroupId=10226&fromArticleId=http://hub.coe.int/web/coe-portal/country/spain?dynLink=true&layoutId=29&dlgroupId=10226&fromArticleId=http://hub.coe.int/web/coe-portal/country/slovenia?dynLink=true&layoutId=167&dlgroupId=10226&fromArticleId=http://hub.coe.int/web/coe-portal/country/slovakia?dynLink=true&layoutId=166&dlgroupId=10226&fromArticleId=http://hub.coe.int/web/coe-portal/country/serbia?dynLink=true&layoutId=165&dlgroupId=10226&fromArticleId=http://hub.coe.int/web/coe-portal/country/san-marino?dynLink=true&layoutId=164&dlgroupId=10226&fromArticleId=http://hub.coe.int/web/coe-portal/country/russian-federation?dynLink=true&layoutId=163&dlgroupId=10226&fromArticleId=http://hub.coe.int/web/coe-portal/country/russian-federation?dynLink=true&layoutId=163&dlgroupId=10226&fromArticleId=http://hub.coe.int/web/coe-portal/country/romania?dynLink=true&layoutId=162&dlgroupId=10226&fromArticleId=http://hub.coe.int/web/coe-portal/country/portugal?dynLink=true&layoutId=161&dlgroupId=10226&fromArticleId=http://hub.coe.int/web/coe-portal/country/poland?dynLink=true&layoutId=160&dlgroupId=10226&fromArticleId=http://hub.coe.int/web/coe-portal/country/norway?dynLink=true&layoutId=159&dlgroupId=10226&fromArticleId=http://hub.coe.int/web/coe-portal/country/netherlands?dynLink=true&layoutId=158&dlgroupId=10226&fromArticleId=http://hub.coe.int/web/coe-portal/country/montenegro?dynLink=true&layoutId=157&dlgroupId=10226&fromArticleId=http://hub.coe.int/web/coe-portal/country/monaco?dynLink=true&layoutId=156&dlgroupId=10226&fromArticleId=http://hub.coe.int/web/coe-portal/country/moldova?dynLink=true&layoutId=155&dlgroupId=10226&fromArticleId=http://hub.coe.int/web/coe-portal/country/malta?dynLink=true&layoutId=154&dlgroupId=10226&fromArticleId=http://hub.coe.int/web/coe-portal/country/luxembourg?dynLink=true&layoutId=153&dlgroupId=10226&fromArticleId=http://hub.coe.int/web/coe-portal/country/lithuania?dynLink=true&layoutId=152&dlgroupId=10226&fromArticleId=http://hub.coe.int/web/coe-portal/country/liechtenstein?dynLink=true&layoutId=151&dlgroupId=10226&fromArticleId=http://hub.coe.int/web/coe-portal/country/latvia?dynLink=true&layoutId=150&dlgroupId=10226&fromArticleId=http://hub.coe.int/web/coe-portal/country/italy?dynLink=true&layoutId=149&dlgroupId=10226&fromArticleId=http://hub.coe.int/web/coe-portal/country/ireland?dynLink=true&layoutId=148&dlgroupId=10226&fromArticleId=http://hub.coe.int/web/coe-portal/country/iceland?dynLink=true&layoutId=147&dlgroupId=10226&fromArticleId=http://hub.coe.int/web/coe-portal/country/hungary?dynLink=true&layoutId=146&dlgroupId=10226&fromArticleId=http://hub.coe.int/web/coe-portal/country/greece?dynLink=true&layoutId=145&dlgroupId=10226&fromArticleId=http://hub.coe.int/web/coe-portal/country/germany?dynLink=true&layoutId=144&dlgroupId=10226&fromArticleId=http://hub.coe.int/web/coe-portal/country/georgia?dynLink=true&layoutId=143&dlgroupId=10226&fromArticleId=http://hub.coe.int/web/coe-portal/country/france?dynLink=true&layoutId=13&dlgroupId=10226&fromArticleId=http://hub.coe.int/web/coe-portal/country/finland?dynLink=true&layoutId=142&dlgroupId=10226&fromArticleId=http://hub.coe.int/web/coe-portal/country/estonia?dynLink=true&layoutId=141&dlgroupId=10226&fromArticleId=http://hub.coe.int/web/coe-portal/country/denmark?dynLink=true&layoutId=140&dlgroupId=10226&fromArticleId=http://hub.coe.int/web/coe-portal/country/czech-republic?dynLink=true&layoutId=139&dlgroupId=10226&fromArticleId=http://hub.coe.int/web/coe-portal/country/cyprus?dynLink=true&layoutId=138&dlgroupId=10226&fromArticleId=http://hub.coe.int/web/coe-portal/country/croatia?dynLink=true&layoutId=137&dlgroupId=10226&fromArticleId=http://hub.coe.int/web/coe-portal/country/bulgaria?dynLink=true&layoutId=136&dlgroupId=10226&fromArticleId=http://hub.coe.int/web/coe-portal/country/bosnia-and-herzegovina?dynLink=true&layoutId=135&dlgroupId=10226&fromArticleId=http://hub.coe.int/web/coe-portal/country/belgium?dynLink=true&layoutId=134&dlgroupId=10226&fromArticleId=http://hub.coe.int/web/coe-portal/country/azerbaijan?dynLink=true&layoutId=133&dlgroupId=10226&fromArticleId=http://hub.coe.int/web/coe-portal/country/austria?dynLink=true&layoutId=132&dlgroupId=10226&fromArticleId=http://hub.coe.int/web/coe-portal/country/armenia?dynLink=true&layoutId=131&dlgroupId=10226&fromArticleId=http://hub.coe.int/web/coe-portal/country/andorra?dynLink=true&layoutId=130&dlgroupId=10226&fromArticleId=http://hub.coe.int/web/coe-portal/country/albania?dynLink=true&layoutId=121&dlgroupId=10226&fromArticleId=


39/61



OTHER COMMON USED PASSPORTS


40/61



In July of 1997, the British (via a long-standing agreement) officially returned control of

Hong Kong to China, and it became a Special Administrative Region (or SAR) of China.In the exchange, China agreed that until 2047, Hong Kong (as is), will enjoy a highdegree of autonomy in all matters, except foreign and defence.

In December of 1999, Portugal (via a long-standing agreement) officially returnedcontrol of Macau to China, and it became a Special Administrative Region (or SAR) ofChina.In the exchange, China agreed that until 2037, Macau (as is), will enjoy a high degreeof autonomy in all matters, except foreign and defense.

SPECIAL PASSPORTS


41/61



OTHER VISAS AND STAMPS


42/61



APIS

The Advance Passenger Information System (APIS) is an electronic databasesystem that stores information about airline travelers. The system, operated bythe United States Customs Service, the Immigration and Naturalization Service(INS), and the Federal Aviation Administration (FAA), provides searchablebiographical and security information on air travelers entering the United Statesfrom a foreign location.

Common APIS data includes information that is routinely found on a passport orvisa and airline boarding card, such as an individual's name, birth date, country ofresidence, country of origin and final destination.

VISA WAIVER PROGRAM

The Visa Waiver Program (VWP) is a program of the United States Governmentwhich allows citizens of specific countries to travel to the United States for tourismor business for up to 90 days without having to obtain a visa. The program appliesto the 50 U.S. states as well as the U.S. territories of Puerto Rico and the VirginIslands in the Caribbean, with limited application to other U.S. territories. Allcountries selected by the U.S. government to be in the program are high-incomeeconomies with a high Human Development Index and are regarded as developedcountries.

Europe (30)

Andorra Austria Belgium

Czech Republic Denmark including Greenland &Faroe IslandsEstonia Finland France

Germany Greece Hungary

Iceland Ireland Italy

Latvia Liechtenstein Lithuania

Luxembourg Malta Monaco Netherlands including Aruba & Netherlands Antilles Norway

Portugal San Marino Slovakia

Slovenia Spain Sweden

Switzerland United Kingdom (full British citizens only

Asia (4)

Brunei Japan South Korea

Singapore

Oceania (2)

Australia New Zealand

http://www.answers.com/topic/passporthttp://www.answers.com/topic/visahttp://en.wikipedia.org/wiki/United_States_Governmenthttp://en.wikipedia.org/wiki/Citizenhttp://en.wikipedia.org/wiki/Travelhttp://en.wikipedia.org/wiki/United_Stateshttp://en.wikipedia.org/wiki/Tourismhttp://en.wikipedia.org/wiki/Businesshttp://en.wikipedia.org/wiki/Dayhttp://en.wikipedia.org/wiki/Visa_(document)http://en.wikipedia.org/wiki/U.S._statehttp://en.wikipedia.org/wiki/Territories_of_the_United_Stateshttp://en.wikipedia.org/wiki/Puerto_Ricohttp://en.wikipedia.org/wiki/United_States_Virgin_Islandshttp://en.wikipedia.org/wiki/United_States_Virgin_Islandshttp://en.wikipedia.org/wiki/High_income_economyhttp://en.wikipedia.org/wiki/High_income_economyhttp://en.wikipedia.org/wiki/Human_Development_Indexhttp://en.wikipedia.org/wiki/Developed_countryhttp://en.wikipedia.org/wiki/Developed_countryhttp://en.wikipedia.org/wiki/Andorrahttp://en.wikipedia.org/wiki/Austriahttp://en.wikipedia.org/wiki/Belgiumhttp://en.wikipedia.org/wiki/Czech_Republichttp://en.wikipedia.org/wiki/Czech_Republichttp://en.wikipedia.org/wiki/Denmarkhttp://en.wikipedia.org/wiki/Denmarkhttp://en.wikipedia.org/wiki/Greenlandhttp://en.wikipedia.org/wiki/Greenlandhttp://en.wikipedia.org/wiki/Faroe_Islandshttp://en.wikipedia.org/wiki/Estoniahttp://en.wikipedia.org/wiki/Estoniahttp://en.wikipedia.org/wiki/Finlandhttp://en.wikipedia.org/wiki/Finlandhttp://en.wikipedia.org/wiki/Francehttp://en.wikipedia.org/wiki/Francehttp://en.wikipedia.org/wiki/Germanyhttp://en.wikipedia.org/wiki/Germanyhttp://en.wikipedia.org/wiki/Greecehttp://en.wikipedia.org/wiki/Greecehttp://en.wikipedia.org/wiki/Hungaryhttp://en.wikipedia.org/wiki/Hungaryhttp://en.wikipedia.org/wiki/Icelandhttp://en.wikipedia.org/wiki/Republic_of_Irelandhttp://en.wikipedia.org/wiki/Republic_of_Irelandhttp://en.wikipedia.org/wiki/Italyhttp://en.wikipedia.org/wiki/Italyhttp://en.wikipedia.org/wiki/Latviahttp://en.wikipedia.org/wiki/Latviahttp://en.wikipedia.org/wiki/Liechtensteinhttp://en.wikipedia.org/wiki/Liechtensteinhttp://en.wikipedia.org/wiki/Lithuaniahttp://en.wikipedia.org/wiki/Lithuaniahttp://en.wikipedia.org/wiki/Luxembourghttp://en.wikipedia.org/wiki/Luxembourghttp://en.wikipedia.org/wiki/Maltahttp://en.wikipedia.org/wiki/Maltahttp://en.wikipedia.org/wiki/Monacohttp://en.wikipedia.org/wiki/Monacohttp://en.wikipedia.org/wiki/Netherlandshttp://en.wikipedia.org/wiki/Netherlandshttp://en.wikipedia.org/wiki/Norwayhttp://en.wikipedia.org/wiki/Norwayhttp://en.wikipedia.org/wiki/Portugalhttp://en.wikipedia.org/wiki/Portugalhttp://en.wikipedia.org/wiki/San_Marinohttp://en.wikipedia.org/wiki/San_Marinohttp://en.wikipedia.org/wiki/Slovakiahttp://en.wikipedia.org/wiki/Slovakiahttp://en.wikipedia.org/wiki/Sloveniahttp://en.wikipedia.org/wiki/Sloveniahttp://en.wikipedia.org/wiki/Spainhttp://en.wikipedia.org/wiki/Spainhttp://en.wikipedia.org/wiki/Swedenhttp://en.wikipedia.org/wiki/Swedenhttp://en.wikipedia.org/wiki/Switzerlandhttp://en.wikipedia.org/wiki/Switzerlandhttp://en.wikipedia.org/wiki/United_Kingdomhttp://en.wikipedia.org/wiki/United_Kingdomhttp://en.wikipedia.org/wiki/British_nationality_lawhttp://en.wikipedia.org/wiki/Bruneihttp://en.wikipedia.org/wiki/Bruneihttp://en.wikipedia.org/wiki/Japanhttp://en.wikipedia.org/wiki/Japanhttp://en.wikipedia.org/wiki/South_Koreahttp://en.wikipedia.org/wiki/South_Koreahttp://en.wikipedia.org/wiki/Singaporehttp://en.wikipedia.org/wiki/Australiahttp://en.wikipedia.org/wiki/Australiahttp://en.wikipedia.org/wiki/New_Zealandhttp://en.wikipedia.org/wiki/New_Zealandhttp://en.wikipedia.org/wiki/Australiahttp://en.wikipedia.org/wiki/Singaporehttp://en.wikipedia.org/wiki/South_Koreahttp://en.wikipedia.org/wiki/Japanhttp://en.wikipedia.org/wiki/Bruneihttp://en.wikipedia.org/wiki/British_nationality_lawhttp://en.wikipedia.org/wiki/United_Kingdomhttp://en.wikipedia.org/wiki/Switzerlandhttp://en.wikipedia.org/wiki/Swedenhttp://en.wikipedia.org/wiki/Spainhttp://en.wikipedia.org/wiki/Sloveniahttp://en.wikipedia.org/wiki/Slovakiahttp://en.wikipedia.org/wiki/San_Marinohttp://en.wikipedia.org/wiki/Portugalhttp://en.wikipedia.org/wiki/Norwayhttp://en.wikipedia.org/wiki/Netherlandshttp://en.wikipedia.org/wiki/Monacohttp://en.wikipedia.org/wiki/Maltahttp://en.wikipedia.org/wiki/Luxembourghttp://en.wikipedia.org/wiki/Lithuaniahttp://en.wikipedia.org/wiki/Liechtensteinhttp://en.wikipedia.org/wiki/Latviahttp://en.wikipedia.org/wiki/Italyhttp://en.wikipedia.org/wiki/Republic_of_Irelandhttp://en.wikipedia.org/wiki/Icelandhttp://en.wikipedia.org/wiki/Hungaryhttp://en.wikipedia.org/wiki/Greecehttp://en.wikipedia.org/wiki/Germanyhttp://en.wikipedia.org/wiki/Francehttp://en.wikipedia.org/wiki/Finlandhttp://en.wikipedia.org/wiki/Estoniahttp://en.wikipedia.org/wiki/Faroe_Islandshttp://en.wikipedia.org/wiki/Greenlandhttp://en.wikipedia.org/wiki/Denmarkhttp://en.wikipedia.org/wiki/Czech_Republichttp://en.wikipedia.org/wiki/Belgiumhttp://en.wikipedia.org/wiki/Austriahttp://en.wikipedia.org/wiki/Andorrahttp://en.wikipedia.org/wiki/Developed_countryhttp://en.wikipedia.org/wiki/Developed_countryhttp://en.wikipedia.org/wiki/Human_Development_Indexhttp://en.wikipedia.org/wiki/High_income_economyhttp://en.wikipedia.org/wiki/High_income_economyhttp://en.wikipedia.org/wiki/United_States_Virgin_Islandshttp://en.wikipedia.org/wiki/United_States_Virgin_Islandshttp://en.wikipedia.org/wiki/Puerto_Ricohttp://en.wikipedia.org/wiki/Territories_of_the_United_Stateshttp://en.wikipedia.org/wiki/U.S._statehttp://en.wikipedia.org/wiki/Visa_(document)http://en.wikipedia.org/wiki/Dayhttp://en.wikipedia.org/wiki/Businesshttp://en.wikipedia.org/wiki/Tourismhttp://en.wikipedia.org/wiki/United_Stateshttp://en.wikipedia.org/wiki/Travelhttp://en.wikipedia.org/wiki/Citizenhttp://en.wikipedia.org/wiki/United_States_Governmenthttp://www.answers.com/topic/visahttp://www.answers.com/topic/passport


43/61



ESTA

The Electronic System for Travel Authorization (ESTA) is a requirement from theUnited States government for participating travelers from Visa Waiver Program(VWP) countries to complete online the I-94W form (formerly paper-based and

filled on arrival by participating VWP citizens) in advance of travel to the UnitedStates. Passengers not having a ESTA may be denied to check in, although itmight be possible (but not guaranteed) to get one while at the airport

Participating VWP passengers should be able to get ESTA for free fromhttps://esta.cbp.dhs.gov. The U.S. Government recommends that travellers goonline to submit an authorization request three days (72 hours) before travellingto the United States. This is not a requirement, and the majority of applicationsare approved immediately (in less than one minute). However, if a traveller is noteligible for visa-free travel, he or she will need to apply for a visa at a U.S.

Embassy or Consulate, which is a substantially lengthier process that may requirean interview with a U.S. Consular officer. That is why the U.S. Governmentrecommends participating VWP travellers not wait until the last moment to sign upfor an ESTA approval. This recommendation has been widely mischaracterized inthe press as a requirement. As a result, opponents claim the new rules will delaylast-minute business travel. Once a traveller obtains an authorization, it is valid fortwo years or until the traveller's passport expires (whichever comes first).

http://en.wikipedia.org/wiki/United_States_governmenthttp://en.wikipedia.org/wiki/Visa_Waiver_Programhttp://en.wikipedia.org/wiki/I-94_(form)https://esta.cbp.dhs.gov/https://esta.cbp.dhs.gov/https://esta.cbp.dhs.gov/http://en.wikipedia.org/wiki/I-94_(form)http://en.wikipedia.org/wiki/Visa_Waiver_Programhttp://en.wikipedia.org/wiki/United_States_government


44/61



YO U M U S T R E M E M E R

All customers require a ticket to travel.

The ticket is a contract between the Airline and our customer

Airlines earn their revenue on the flight coupons you uplift

It is your responsibility to ensure that ticket is valid for the flightthe customer wishes to travel on.

All customers require a travel document to travel.

Airlines are fined from the civil aviation authorities for any not valid travel document and/or missing visas

It is your responsibility to check passenger’s travel documentsagainst the regulations of country of Departure, country via whichthey will travel, country of Destination and country of OriginalDeparture (re-entry requirements in case of returning passengers).

It is your responsibility to check the validity of the traveldocument.

It is your responsibility to check if there are any visa requirements.

It is your responsibility to check passenger’s visa against theregulations of country of departure, country via which they willtravel, country of destination, country of original departure (re-entry requirements in case of returning passengers).

You should remember that our customers may not be able to readtheir tickets, so guidance and advice from you will help them agreat deal. Do not use the airline jargon when you are talking to

customers. A clear explanation will show that we have confidence in dealing with their questions and they feel they have received the bestcustomer service from

“GOLDAIR HANDLING”

and only you can do that


45/61


39G.H. / TRAINING DEPARTMENT / KC / MAR 2013

CHECKING THE BAGGAGE

Baggage con ta i n i ng on l y t he pe r sona l p roper t y wh i ch i s

necessa ry o r appropr i a t e fo r w ear use com fo r t o r conven i ence

in connec t i on w i t h t he passenger ’ s j ou rney

BAGGAGE ACCEPTANCE (CHECKED AND UNCHECKED BAGGAGE)

The bags that a passenger brings to check-in are called checked baggage orunchecked baggage.

Checked baggage

Checked baggage refers to items of baggage delivered to an airlinefor transportation in the hold of an aircraft, which means it is

inaccessible to the passenger during the flight.

Acceptance means the Airline takes responsibility for the bags. You

do this by tagging it. The tagged bag is then taken to the aircraftand loaded on board.

Before accepting a bag you must ask the passenger a series ofquestions.

Security Questions1 .

I s t h i s you r bag?

2 . Did you p ack a l l t he con ten t s you r se l f and a re you su re no th ing cou ld

have been p u t i t s in ce you p acked i t ?

3 . I f you have been g i ven any th ing t o car r y a re you ce r ta i n t ha t you

know w ha t it is ?

4 . Does you b ag con ta i n any e l ec tr i ca l o r e l ec t r on ic i t ems?

At all airports, on the check-in counters there are stands like the examples below.

Safety question:


46/61



Before you accept the bag for travel, there are certain checks you musttake.

Remove all old baggage tags and stickers.

Make sure the bag is labeled.

It must have the passenger’s name, and if possible a contact address. Why?Just in case we lose it, and then need to repatriate to the passenger.

Look for damaged fragile or unsuitably packed baggage. You must applyspecial procedures.

Check for Excess baggage. Look also for heavy, unusual or courier baggage.

Also you should remember to place a “HEAVY ” tag on the piece togetherwith the weight, in order to advise others. Place a “HEAVY ” tag on everybag weighing over 25 kgs.

When you “check” baggage, you accept responsibilityfor it. Place an identification tag (baggage tag) on thebaggage, showing the flight number and the destination.

The bag tag has not only the tag number, destinationcity, but also the passenger’s name printed on the tag,for extra security.

The tags always have a portion for attaching to thepassenger’s luggage. They also have a duplicatenumber, which acts like receipt. This attached to the

passenger’s boarding pass for reference.

POOLING BAGGAGE.

Weight concept only. Families or groups of friendstravelling together on the same aircraft can combine orpool their individual baggage allowances and receive agroup allowance only if:

They arrive at check-in together and know each other.

They have the same destination.

They have the same flight/flights.The passengers don’t have to fly the same class.

Example: Mr. and Mrs. Jones are travelling from Athens to London inEconomy class. They have 3 pieces of luggage weighting 40 kgs.

20 kgs 13 kgs 7 kgs


47/61



Unchecked baggage

This is more commonly called hand baggage or cabin baggage orcarry-on baggage.

This must be small and light enough to fit inthe overhead locker, or under the seat infront of the passenger.Cabin baggage is restricted in size andweight. This is not only for safety reasons,but also for comfort. Excess cabin baggage

may inconvenience other passengers.

Safety Guidelines

Some governments have directedthat for safety reasons, all knives,sharp objects or cutting

implements of any kind and of anylength, whether of metal or othermaterial, and some sportinggoods must be packed in checkedbaggage. They cannot be carriedin the cabin baggage nor on yourperson.

These articles are likely to beremoved and most of the timesnot returned. Passengers

requiring the use of medicalsyringes in flight such as diabeticsand other passengers withdocumented proof of medicalneed must ensure that it isprofessionally packed andlabelled. If it is not, themedication is likely to beremoved.

At all airports, on the check-in counters there are stands like the

example beside.


48/61



NEW EU SECURITY MEASURES

As of 06/11/2006, new security measures are in effect at all airports in theEuropean Union (European Commission Regulation 1546/06)

According to the new European Regulation,

regarding liquidscarried in hand luggage.

such items (e.g. water, alcohol andbeverages, gel, cream, glue, lotion, perfume, shampoo, mascara, lip gloss, hairspray, toothpaste, shaving foam, aerosols, contact lens solution, honey,marmalade, soup, olive oil etc.) have been added to the list of prohibited articlesthat you may not carry on board,

What is allowed to be carried on board from now on?

unless special conditions are met.

• Only small quantities of liquidproducts which the passengers haveeither brought with them to the airport

or brought at the airportBoarding Control

before

conditions:, under the following

- Passengers will be allowed to carryon board individual containers withcapacity not greater than 100 ml.each.

- Total number of containers should fitin one transparent plastic bag of not more than one liter capacity

- Each passenger is entitled to carry ONLY ONE of

these bags.- The bag must be re- sealable and must be sealed

when you reach security screening.

• Liquids required for medical or dietary purposes,which are to be used during the trip, including babyfoods, are allowed in the hand luggage.

The new EU security measures are applicable only for the hand luggage and notfor the baggage handed to the Airline upon check-in. This means that liquid itemscan be placed in the baggage.

Nothing changes for the shopping. The passengers may carry on board allliquid items they purchase after the Boarding Card Control

Airport shops will pack the purchased liquid items in tamper evident bags, asrequired by the new European Regulation.

, as they alwayshave.

BUT

They must not open their tamper evident bag/s and they must keep the receipt/sproviding that they purchased the item/s from the airport on the same day, untilthey reach the hand luggage screening point. If they are transferring at (an) other

EU airport/s, they should not open the special tamper evident bag/s and theymust keep the purchase receipt/s until they reach their final destination.


49/61



SPECIAL BAGGAGE

Passengers for one reason or another will consider the baggage they carrying tobe quite ordinary. This could be a windsurfing board, skis, or they may even beaccompanied by their pets.Most Airlines consider some of these items unusual, and you have to take specialactionThere are some general procedures, but it depends of the Airline. So in case ofspecial baggage always refer to your supervisor.

Here are some of them

Bicycles Golfing Equipment

Pets Ski Equipment

Sporting Guns and Ammunition

Surf-boards and Windsurfs

Musical Instruments


50/61



DEPARTING AIRPORT

The confirmation of passenger’s electronic ticket purchase is an itinerary receipt (ITR).

Itinerary is convenient because it contains complete information about the flight,similar to a paper ticket. The most important information contained in the itineraryis the ticket number. It is not mandatory for check-in procedure

The “obstacles” vary from airport to airport.

SecurityRefers to the techniques and methods used in protectingpassengers, staff and aircraft which use the airports fromaccidental/malicious harm, crime and other threats.

Immigration (Passport Control) All countries exercise form of control over the people arriving

into or departing from their country. The Immigration officeris there to check the passengers’ passports, to ensure thepassport is valid for the journey about to be made.

CustomsNormally customs checks are associated with an arrival into acountry. However, in some countries, there are customschecks before a passenger leaves the country, in which casehe would have to see the customs official before leaving thecountry.PUBLIC ADDRESS

Announcements may be made either by the personnel of the Airport Authority or by the Customer Service staff of the variousdifferent airlines.

In making announcements, there are several important thingsyou must remember:

Many of the people you are addressing may notunderstand the language as well as you.

Your audience may miss the first few words of your message.

If the message is not understood then this increase anxiety in our customers

Speak slowly and deliberately.

I f you obse rve the fo l low ing ru les eve ry one shou ld eas il y under s t and

you:

Do not include anything important to the announcement in thefirst few words.

Keep the message as short as possible, pausing betweensentences.

Repeat the announcement in your country’s national language.

Ask you r co l l eagues t o i n fo rm y ou abou t t he announcem ent s w e use fo r

t he a i rl in e s w e a r e hand l ing and w hen w e u se t hem.

http://en.wikipedia.org/wiki/Aircrafthttp://en.wikipedia.org/wiki/Airporthttp://en.wikipedia.org/wiki/Airporthttp://en.wikipedia.org/wiki/Aircraft


51/61



GATE PROCEDURESWhen passengers arrive at the final departure lounge or gate, the “GOLDAIR HANDLING” customer service staff will check his boarding card and passport.This is his second contact with someone from “GOLDAIR HANDLING” and hehas the same expectations from this staff member as he had at the check-in desk.

Usually the flight is being boarded by aircraft seating zones. The first customers tobe boarded are those who have difficulty walking, unaccompanied youngpassengers and if possible families with small children. All other customers arethen boarded on a row by row basis. Business class passengers may board theaircraft any time they wish.

Boarding As the passengers come forward for boarding you will ask for their passports andboarding cards. Check the names are correct and then detach the part of theboarding card as a record the passengers is now on the aircraft. (If required bythe airline)

It is important to know how many passengers are aboard the aircraft, the numbermust be the same as advised to the captain on the loading sheet.Customer Service staff at the gate will know how many passengers are expected.Sometimes passengers are late for boarding the aircraft. The may not have heardyour announcements.

VERY IMPORTANTShould passengers with checked baggage fail to arrive at the departure gatebefore the flight is closed, that person's baggage must be off-loaded from theaircraft hold before the flight is permitted to take off, according to the rules ofmost air transportation authorities.

:

FOR SAFETY AND SECURITY REASONS

This may be the time to decide if there is any room on board for the “stand-by”

Once all the passengers are on board the aircraftand all the checks have been made by the ground staff,the cabin crew will take over and providethe high standard of in-flight servicesour customers expect.

“ BAG GAGE NEVER TRA VELS

W I TH OU T I T S OW N ER ”


52/61



TRANSIT AIRPORT PROCEDURES

The service we give cannot stop there. Many times we have to provide service atall transit airports en route and the final destination.

As far as our customers are concerned, the time spent at the transit airport needsto be as short as possible because they want to get to his destination as soon aspossible. However, transit stops are a fact of international air travel, for refuellingand catering, and for taking on additional passengers.

Im ag ine you r a i r po r t is now a t r ans it s t op

When passengers arrive at the transit airport, sometimes the crew advises themthat, during the stop they have to disembark for a short period of time. (Othertimes passengers have to wait on board the aircraft).

When passengers are transiting the airport, they do not have to clear customs andimmigration, they can just wait in an area we call the TRANSIT AREA. At theentrance to the terminal building the passengers will be met by a “GOLDAIR HANDLING” customer service agent, and asked to identify themselves if they arein transit.

Customers who have completed their journey will bedirected towards arrivals. Transit passengers will bedirected towards the transit area and given a transitcard to enable them to re-board the aircraft.

After a short time they hear the announcement thatthe flight is re-boarding. They follow the boardingannouncement directions and make their way back

to the aircraft.Even though they passed through a security checkon departure, another security check is made ofpeople and hand baggage before re-boarding theaircraft. Transit passengers usually re-board theaircraft before joining passengers.

ARRIVAL AT DESTINATIONHaving returned to the aircraft, Mr. Smith now is on his way to the finaldestination. After landing at the final destination, Mr. Smith ensures that he has all

his personal possessions and disembarks from the aircraft. At this stage he hassome more formalities to complete.Here is a probable route for an arriving passenger.

Health ChecksImmigrationBaggage ClaimCustoms

Arrivals hall

Health checks

Some countries require incoming passengers to be vaccinated against certain

diseases and check is made to ensure that protection is current.


53/61



Immigration An Immigration check takes place at every airport forinternational arrivals. The immigration official will check thepassports and visas of the arriving passengers. Theimmigration process in EU countries is often split into two

sections. One for EU citizens and the other for all otherpassport holders.Passengers who arrive at a country with incorrectdocumentation will NOT be allowed to enter that countryand will have to return to the city where they started their

journey.

Baggage reclaimBaggage will be delivered to baggage reclaim area in thearrivals part of the terminal building. Passengers can beanxious during the time they spend waiting for their baggage,

so it is essential that “GOLDAIR HANDLING” inform them ifthere is to be any delay in its delivery.

In case of a lost or damaged bag there are BaggageTracing Offices of the Airlines or the Handling Agents wherethe passengers can compete a PIR (Property IrregularityReport), for their lost or damaged bags.

CustomsThe main function of the Customs Officer is the collection ofduty on imported items and the prevention of import of illegal

items such as plants, drugs and guns.Many international airports use the red and green channelsystem. Here, passengers with goods to declare go throughthe red channel and see a customs official and passengerswith nothing to declare use the green channel.

A blue channel now exists in EU airports. This channel is forthe exclusive use of passengers travelling within the EU, forexample Lisbon to London or Frankfurt to Manchester. Anyother passengers cannot use the blue channel.

The passenger’s choice of channel is a declaration as to whether or not they have

something to declare. If you happen to escorting young children then you shoulduse the red channel always.

Arrivals Hall A passenger’s impression of the arrivals hall is often asdiscomforting as his first impression of the departures area,with lot of people around and many different activities takingplace.

You should know where a passenger can change money andwhere airlines’ ticket sales desks are.


54/61



CUSTOMERS REQUIRING SPECIAL SERVICESPECIAL PASSENGERS

AT DEPARTURE

At the check-in desks, there are some customers waiting to check-in for the flight.

Some of these customers have special requirem

basic passenger handling seminar.pdf

Documents