airport customer handling operation from check in to flight dispatc

Check-In Process

Verify passenger identification and travel documents

Check photo ID against the passenger's name.
Verify that the travel documents match the destination.
Ensure documents are not expired or invalid.
Check for visa requirements if applicable.

Confirm flight details and check-in time

Access the flight schedule in the system.
Verify the flight number and departure time.
Check the passenger's original check-in time.
Confirm the terminal and gate information.

Complete the check-in process using the appropriate system

Log into the check-in system using credentials.
Locate the passenger's reservation in the system.
Follow prompts to complete the check-in.
Ensure confirmation of check-in is received.

Issue boarding passes and baggage tags

Print the boarding pass for the passenger.
Attach baggage tags to each checked bag.
Ensure tags have correct destination and passenger information.
Provide boarding pass and baggage tags to the passenger.

Provide information on baggage allowances and fees

Explain the standard baggage allowance for the flight.
Inform about any fees for excess baggage.
Clarify any restrictions on carry-on items.
Provide options for pre-paying baggage fees if applicable.

Offer assistance for special requirements (e.g., unaccompanied minors, special needs)

Identify any special assistance requests in the system.
Provide necessary forms for unaccompanied minors.
Ensure assistance is coordinated with relevant staff.
Confirm any special needs arrangements with the passenger.

Collect any necessary payment for additional services (e.g., extra baggage, upgrades)

Inform the passenger of applicable fees for services.
Process payment using the appropriate method.
Provide a receipt for any transactions.
Update the passenger's record with payment details.

Confirm the passenger's contact information for notifications (e.g., flight status updates)

Request the passenger's mobile number and email.
Confirm that contact information is accurate.
Inform the passenger about notification methods.
Update the system with the contact information.

Offer travel insurance options and provide information if requested

Present available travel insurance options.
Explain coverage details and costs.
Answer any questions regarding the policies.
Provide forms or links for purchase if desired.

Explain the security screening process and any items that may need to be removed

Outline the steps for security screening.
Inform about prohibited items and liquids restrictions.
Advise on removing belts, shoes, and electronics.
Provide tips for a smoother security process.

Address any passenger concerns or questions regarding their flight

Listen actively to the passenger's concerns.
Provide accurate information or solutions.
Escalate issues to a supervisor if necessary.
Ensure the passenger feels heard and assisted.

Assist with seat selection and any upgrades if available

Check for available seat options in the system.
Inform passengers of upgrade possibilities and costs.
Assist passengers in selecting preferred seats.
Confirm any changes made to the reservation.

Ensure that all passenger data is entered accurately into the system

Double-check passenger information for accuracy.
Correct any discrepancies before finalizing check-in.
Confirm that all required fields are filled.
Save the updated data in the system.

Print and provide any necessary travel documents (e.g., itineraries, boarding passes)

Verify the documents needed for the passenger.
Print itineraries and any other required documents.
Ensure documents are correctly formatted and clear.
Hand over all printed documents to the passenger.

Offer to check in any pets if applicable, explaining the relevant procedures and fees

Inquire if the passenger is traveling with pets.
Explain the pet check-in process and fees.
Provide necessary forms for pet travel.
Confirm arrangements for pet handling and care.

Confirm the location of the departure gate and estimated boarding time

Check the departure gate information in the system.
Provide the estimated boarding time to the passenger.
Inform about any changes to gate or time.
Advise on how to get to the gate.

Inform passengers about any potential delays or changes to their flight

Check for current flight status updates.
Communicate any delays or changes clearly.
Provide estimated wait times if applicable.
Reassure passengers and address concerns.

Baggage Handling

Weigh and tag checked baggage

Place baggage on the scale.
Record the weight accurately.
Attach the baggage tag securely.
Ensure the tag has the correct destination.
Provide a receipt to the passenger.

Ensure proper handling of fragile or oversized baggage

Identify fragile or oversized items.
Use special tags for fragile items.
Store oversized baggage in designated areas.
Handle with care during loading and unloading.
Notify staff about special handling requirements.

Direct passengers to the baggage drop-off area

Clearly indicate the drop-off location.
Use signage to guide passengers.
Assist passengers with directions if needed.
Ensure the area is accessible and organized.
Monitor the area for any issues.

Inform passengers about the baggage claim process at their destination

Provide information on claim area location.
Explain the process for retrieving baggage.
Inform about wait times if applicable.
Advise on what to do if baggage is lost.
Ensure passengers have the necessary documentation.

Security Screening

Guide passengers to the security screening area

Ensure passengers have appropriate identification and boarding passes ready

Explain security procedures and prohibited items

Assist passengers with special needs through security

Boarding Process

Announce boarding procedures and priority boarding groups

Verify boarding passes and identification at the gate

Assist passengers in finding their seats and stowing baggage

Ensure compliance with any additional security or health protocols

Flight Dispatch

Confirm passenger count and finalize manifest

Communicate any last-minute changes to the flight crew

Ensure all baggage is loaded onto the aircraft

Conduct final checks with ground staff and flight crew

Notify passengers of any delays or changes to the flight schedule

Post-Flight Assistance

Greet passengers upon arrival and direct them to baggage claim

Provide assistance for connecting flights or onward travel

Address any customer service inquiries or complaints

Collect feedback from passengers about their travel experience

Here are some additional steps that could be included in the Post-Flight Assistance section

Assist passengers with special needs or disabilities to ensure a smooth transition

Offer information on local transportation options, such as taxis, shuttles, or public transit

Provide lost and found services for any items left on the aircraft

Coordinate with ground services to ensure timely delivery of baggage to passengers

Distribute informational brochures about the airport and local attractions

Facilitate customs and immigration processes for international passengers

Assist with rebooking or cancellations for missed connections

Provide emergency contact information and resources for passengers in need

Ensure that any necessary health and safety protocols are communicated and followed

Offer refreshments or comfort items for delayed passengers awaiting baggage or connections