PASSENGER AND BAGGAGE HANDLING

PASSENGER AND BAGGAGE HANDLING

A.    OBJECTIVES

1. At the end of this session the audiences are expected to:
2. Understand  passenger and baggage handling procedures.
3. Read passenger ticket correctly.
4. Understand and conduct passenger profiling correctly. 
5. Identify and proper handling passengers with special needs. 
6. Count excess baggage charge and fill the excess baggage ticket. 
7. Understand Boarding Management & disembarking process.
8. Understand baggage handling process during departure and arrival. 
9. Understand baggage irregularities handling procedures. 
10. Understand irregularities Handling Procedures when necessary. 

B.    PRE-FLIGHT ACTIVITIES

Decision to make a trip 

        Select carrier 

        Make reservation

        Documentation

        Check-in

        Passport control for International

        Wait for flight

        Proceed to gate

        Board aircraft           

C.    HANDLING AUTHORIZATION

1. Airport Layout
2. Check in
3. Baggage Acceptance
4. Baggage arrival area
5. Baggage Service
6. Bagage Tracing
7. Aviation Safety Awareness
8. Aviation Security Awareness
9. Dangerous Goods Awareness
10. Accident and incident Report
11. Baggage make up area
12. Boarding gate
13. Transfer desk
14. Special handling 
15. Irregularity handling

    1. Airport Layout

DEPARTURE PROCESS

INTERNATIONAL ARRIVAL AND TRANSIT PROCESS

DOMESTIC ARRIVAL AND TRANSIT PROCESS

2. Check in

STANDARD CHECK-IN PROCEDURE

1.    Greet The Passenger With Smile and Pleasant attitude

2.    Check 

       The Name as stated in the ticket on PNL or Display Terminal

       The ticket, fare, flight number and date, validity, class of service on flight coupon

       Reservation status, onward reservation and final destination

3.    Ask Politely For Travel Documents (Passport, Visa)

4.    Ask to place the baggage on the weighting scale Baggage labeling and tagging

       Remind the passenger not to put the valuable items and prohibited items in checked                                baggage.Staple the baggage claim tags portion to the cover ticket.

- Excess Baggage 

• If the total checked baggage exceeds the free baggage allowance, inform the passenger of Excess baggage charge and location to pay.

- Cabin Baggage

• Baby stroller and wheelchair can only be used up to boarding gate and then such thing shall be labeled and loaded in cargo compartment.
• Each passenger is allowed to carry only ONE PIECE of cabin baggage and weight not more than 7 kg.

- VIP & Business Class

• Normal check-in procedure will apply
• Ground staff shall assist the passenger to the executive lounge
• Baggage must be labeled with "Executive Class Label", "First Priority Label" and "DOORSIDE label”
• Baggage must be loaded at the last time at compartment 4

During check-in, remind the passenger:

• Not to put valuable goods/itmes as checked baggage
• Not to bring goods/items that is classified as dangerous goods (DG)
• About the limitation of weight and size of cabin baggage
• To measure their cabin baggage in the BTU (Baggage Test Unit)
• That in the case of the passenger uses wheelchair or baby stroller, they will be offered to:
• Checked their wheelchair and/or baby stroller in the check-in counter; and they will be lended wheelchair by the ground handler (not applicable for baby stroller), or
• Use their wheelchair and/or baby stroller until boarding gate, and these wheelchair/ baby stroller will be loaded into the compartment as sweeping baggage

SEATING ARRANGEMENT

Seats for passenger are allocated in accordance:

• Operation safety requirements
• Passenger request and convenience
• Commercial Reason
• General instructions for allocation of seats are:Mother carrying baby, children under 15 years (ref. CASR, BOM), incapacitated passenger shall not be seated in any location of the row which is in conjunction with the emergency exits/doors.
• Baby in cradle attached to the fitting available mostly on aisle seats
• Unaccompanied Minor shall be seated together, within the eyesight of the purser, preferably near the galley and located on the aisle seats.
• For VIP/CIP Passenger should be seated in first row for C Class or Y Class.
• Passenger traveling in group should be seated together 
• Individual passenger to their choice
• Family member shall be kept together. 
• Ticketing officer must advise to passenger regarding requirement for seating on emergency seat, when passenger make reservation.
• Check-in staff must brief the passengers who assign to occupied emergency seat, refer to applicable procedure.

TRAVEL DOCUMENTS

CHECK-IN COUNTER OPENING AND CLOSING TIME

Standard Opening and Closing Time of Check-in Counter

SERVICES	OPENING TIME	CLOSING TIME
Domestic	120 minutes before STD	30 minutes   before STD
International	180 minutes before STD	45 minutes   before STD
MEA (Middle East)	240 minutes before STD	60 minutes   before STD

PASSENGER AND BAGGAGE

- PASSENGER PROFILING

1. Check-in staff shall look for the following characteristic: nervous or disoriented, overly aggressive or co-operative, passive, avert gaze, aloof.
2. Additional question shall be asked for the following characteristic: passenger with no baggage, too little or excessive baggage for the duration of the trip, name on baggage does not match the name on ticket, unusual/illogical routing, one way ticket, etc..
3. Be aware of of passenger physical condition: druck, overly sick, person under custody, etc. 
4. Fill in Form Selective Security Clearance if there is found that kind of passenger and report to Station Manager andf/or supervisor

Verification of Document

1. Check of ID Card/ Driving License
2. Check of Ticket
3. Check of Passport
4. Check of Visas

- BAGGAGE PROFILING

1. Baggage can only be accepted  from passenger who has a valid ticket, by Garuda Indonesia or representative (thrid party/ ground handling, check-in staff) 
2. Baggage must be loaded inthe same aircraft /flight with the passenger.
3. Remind the passenger about their baggage for any threat that might occur according to his/her belongings. 

QUESTION TO BE ASKED TO THE PASSENGER DURING CHECK-IN

• Is this your bag?
• Did you pack your bag your self?
• Has the bag been out of your possession since you packed it?
• Could anyone have interfered your bag since you packed it?
• Are you carrying anything for another person?
• IF YES – Do you know what it is?