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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