airport customer handling operation from check in to flight dispatc

Check-In Process

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

  • 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.
  • 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.
  • 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.
  • 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

Boarding Process

Flight Dispatch

Post-Flight Assistance