Passenger Induction Training

1. Passenger Induction Training By Joyce Mbabazi

2. AIM • By the end of this course, participants will be able to: • Explain the cardinal norms of customer care. • Interpret the different documents used at check-in. • Mention dangers of not clearing counters.

3. Preparation of counters • By the end of this session, participants will be able to: • Explain the importance of preparation before check-in commences. • Prepare avail and explain uses of necessary documents at counters. • State the implications of not clearing counters after use.

4. Importance of clearing counters before check-in commences. • Is your check-in area neat and tidy? A tidy work place will reflect the standard of our company and leave a good impression of an organized team. • It saves time that could have been wasted moving up and down looking for the documents.

5. Cont. • The presence of well displayed signage will always direct passengers and staff as well, where to go with ease. • It creates harmony amongst the Ground Handling Agent and the Airline Officials. • It also creates confidence with in the staff.

6. Documents/stationary required at check-in. • Tags and name labels: A tag is a document issued by the carrier solely for identification of checked baggage. • Name label: It is a document that bears the name, permanent address, email address and

7. Cont. • Passenger’s telephone number. It helps when locating the owner of the bag. • Boarding card: It is a pass that gives access to a passenger to board a flight. It should bear correct flight details . Never board a passenger without a pass.

8. Cont. • Passenger manifest: This is a legal document required on all civil Aircrafts by ICAO. It is passenger handling document comprising of data for both passengers and baggage embarked at one station for carriage to another. This should be included in trays of both automated and manual flights.

9. Cont. • It enables check-in agents to collect or compute information for the load sheet i.e. PTM,OPS. Etc. • Seat chart: It is a document that bears all the seats according to the sitting arrangement of the flight. It helps in the seat selection and flight control.

10. Cont. • Down grading forms: In the event of a commercial passenger being involuntarily downgraded, due to either oversales,trim or change of aircraft configuration, a down grading form is issued. The passenger should be reflected on the PIS as a mishandled passenger.

11. Cont. • For the purpose of compensation, advise passenger to contact point of purchase of ticket or airline for further information. • Passenger Information Sheet (PIS). This is a passenger handling document formatted to assist both airport and cabin staff to handle special passengers effectively.

12. Cont. • It is a document containing all names of passengers who require special attention on the flight. It is completed in duplicate indicating the name and seat number e.g. MAAS. • Form of Indemnity: It is a document that relieves the airline from liability/responsibility of any circumstance

13. Cont. • That may arise from the irregularity of the passenger’s travel documents. E.g. loss of ticket, lack of a health certificate, questionable visa etc. • UM/YP Forms: These are forms that are filled in as a sign of acknowledging responsibility for the transportation of these special passengers from one station to another.

14. Cont. • UM/YP Wallets and badges Wallets are like bags where the YP/UM forms/passports/tickets are kept and normally hang on the UM’s neck. Badges are worn for easy identification and special assistance.

15. Cont. • Vouchers : These are special receipts to the business class lounge for those who are entitled. Boarding stickers: These are different color stickers put on boarding passes according to the seating zones for easy boarding.

16. Cont. • Questionnaires These are survey forms provided by the airline to gauge their performance and find a way forward for improvement. These are normally filled in by passengers. Boarding control sheet: It is a document that bears sequence numbers according to the aircraft capacity.

17. Cont. • For each sequence cleared at the boarding gate, it should be cancelled from the boarding control sheet. • It helps in early detection of double seating ,missing passengers etc.

18. Implication of not clearing counters. • Security – Boarding passes, tags can be used to tag wrong baggage containing explosives, prohibited items and finds it’s way to the aircraft. • Un destroyed boarding cards can be used by unsuspected persons to access the aircraft.

19. Cont. • Theft of equipment like laptops, radios, uv lights, left behind bags etc can occur. It disorganizes the incoming shift and causes unnecessary delays and inconvenience. • Accidents and staff injury are bound to occur when equipment is not cleared.

20. Cont. • It encourages LMCs to continue hoping to join the flight.

21. Other necessary facilities. • Signage: Be sure to have clear signage. If additional signs are used e.g. for security purposes Signage), make sure that they are current. Crowd Control Barriers: Put them to control the queue at both boarding gate and counters.

22. Cont. • Carpets: • These should always be clean and displayed according to the instructions from the airline. • Bins: Bins must be placed at every counter for disposal of wasted stationary and must be emptied after the flight.

23. Check-in procedures, appearance and grooming. • By the end of this session, participants will be able to; • State the importance of grooming and customer service Enhas style. • Explain the systematic process of check-in. • To interpret tickets and define the abbreviations.

24. Importance of grooming and customer service Enhas Style. • Grooming is making up oneself to appear presentable in an acceptable manner. Once one is well groomed, you will feel good and will have the confidence to offer a good service. • Enhas has it’s style of offering customer care and emphasis is put on things like citing the slogan” I am here to help you”

25. Cont. • At all times, self introduction and addressing passengers by name. • Importance: • Leads to personal satisfaction and self esteem. • Creates good working relationship among employees • Increases company revenue.

26. Cont. • Portrays a good company image. • Helps staff maintain their jobs. • Gives the company competitive advantage.

27. Customer Service Norms • Courtesy: The act of being kind and considerate in approach. Diplomacy: It’s about dealing with all customers and offering them equal services regardless of class, age, race, nationality or other differences.

28. Cont. • Personalization: • Customers will e treated as individuals at all times. Handled with tact and fineness. Handling people requires a high degree of skill which must constantly be practiced and refined under actual conditions, e.g. addressing passengers by their titles, names etc.

29. Customer esteem. • Every customer must be made to feel that, he is at the moment a very important person to your company and that you exist to serve him no matter what your feelings may be towards him. • Hospitality demands that we set our minds favorably of each customer.

30. The systematic check-in procedure. • Organize counters. • Check on the flight booking • Make a work/duty allocation • Briefing • Take up work stations • Receive/accept passengers through Scale,avsec,counters,immigrations,boarding gate.

31. Cont. • At the scale: • Identify passengers who seem to be having too much weight and advise them accordingly. • At the queue: Normally, there are two queues. There is the J and frequent Flyer queue then economy class passengers’ queue.

32. Cont. • While at the queue, the document verifier allocated staff is encouraged top talk to the passengers in the queue about the flight details in form of customer service. At this point(ave) staff should groom the baggage and calm down the passengers.

33. cont • At counters; • Get ready to receive the passenger, be composed and courteous. • As the passenger approaches your counter stand up right. • Introduce yourself and assure the passenger that you are there to help.

34. Request for the travel documents from the passenger ,for flight details, ensure they are stamped by security and at this point start addressing passenger by name. thereafter, inquire if passenger has baggage to check in and if so, advise passenger to put it on the scale and ask security questions.

35. Accept and check in the passenger on condition that the baggage is with in the allowed weight, the passenger’s documents have been verified and stamped by security. • Return passenger documents, ask passenger for his or her seat preference,

36. issue a boarding pass with boarding gate and seat details plus a baggage claim tag. • Direct the passenger where to go next wishing them a pleasant flight.

37. At the boarding gate: • Make sure the lounge is clean and has no person in it. • Report any item found un attended to AVSEC. • Clear announcements for final checks should be made shortly before pre-boards.

38. Gates must be manned whenever boarding is going on and kept closed when boarding has not yet commenced. • At Pre-Boards; • Handle one passenger at a time. • Greet a passenger with a smile and introduce yourself.

39. Ask for the travel documents i.e. passport, ticket, boarding pass etc. • Do check and ascertain that all travel requirements are fulfilled e.g. the validity of the document, visa, passport and ticket. • Uplift the right stab, coupon advise passenger of seat number and boarding time.

40. Wish the passenger a pleasant flight and direct them where to sit till boarding time or board passenger straight away if the rest of the passengers are boarding. • At the Last Gate: • This should be manned by staff ensuring that every passenger displays their boarding pass before boarding the aircraft

41. And continually wishing passengers a nice flight. • Tickets: A ticket is a document issued to a passenger according to the terms and conditions of the carrier to transport a passenger from one place to another.

42. Take note of the routing, ticket validity, class of travel and weight allowance. • Types of tickets • Paper tickets • Electronic tickets (E-tkts) • Staff tickets • Redemption tickets

43. Conjunction ticket. • Electronic ticket An electronic ticket is a passenger ticket stored in the airline computer database. It enables a customer to pay for transportation and travel without actually being issued with a paper ticket.

44. The passenger is only issued with a passenger receipt and itenary. • A paper ticket: It comprises of coupons a passenger uses for travel and transportation. Staff tickets: These are always paper tickets which bear two or diagonal lines with reduced or no

45. Fare issued to staff or their family members. • Conjunction tickets: • Are those tickets issued to a passenger in conjunction with another airline which constitute a single contract of carriage. • Redemption ticket: • It is a ticket issued to a passenger in exchange of miles accumulated.

46. Coupons • Types of coupons: • Audit coupons • Agent coupons • Charge form • Flight coupon • Passenger coupon/receipt. • The audit, agent and charge coupon are

47. Optional coupons which normally remain with the issuing office for revenue and accountability purposes. • Flight coupons: • This is a portion of a ticket which bears the notation good for a passage or flight coupon that will be accepted for carriage in the class of specified service on the date and flight.

48. However, the electronic ticket flight coupons, are embedded in the computer system as per the sectors on the itenary. • Passenger coupon: • This is what the passenger retains as a receipt and proof of purchase of a ticket and the journey made.

49. Class of travel • This is normally a result in fare paid by passengers. There is first class, business class and economy class. Within the classes of F/J,C/Y, there are different booked classes,like in business there can be Z,C,J or D in economy, there can be Y,M,V,L,H,K and all these differ in fare. • All these different classes come with

50. Privileges like weight allowance, separate counters for check- in, access to the lounge (business class), upgrades etc. • Destination: • It is important to look out for the final destination of the passenger, the connections and the stop over on the ticket.