M1.1 Departures - Ch.3 Tickets, booking confirmations & boardingpasses

• Luchtvaartdienstverlener
• MBO
• Studiejaar 1

Program Theme 3

• Trip around the world
• Recap chapter 2 

• Ch.3 - Tickets, booking confirmations&boarding passes
• Assignments

Recap theme 2

What are the touchpoints in the departure hall with you in the role as a PGSA

Greeter and Host

Examples of language use?

Polite and friendly language examples

1. How may I help you, sir?
2. Can I help you, sir?

Polite and friendly language examples

1. Yess there is a seat availible in Business class, but you have to pay the fare difference
2. Yes there is a seat available in Business class, however there is a fare difference

When you are standing at a fixed position in the departure hall then you are the

1. GREETER
2. HOST

Pro-active behaviour is very important when you are a

1. GREETER
2. HOST

When your task is 'Host' you walk around freely through the departure hall

1. TRUE
2. FALSE

When your task is Greeter you are responsible for guarding the entrance of a handling area

1. TRUE
2. FALSE

Greeter

• fixed position in dep.hall
• entrance handling area
• answering questions
• direct to right desk in handling area
• your attitude is open and friendly

Host

• walking around in the departure hall
• you are pro-active and approach passengers
• you try to give service as good and quickly as possible

Can you tell me the difference between reactive en proactive service

Name 3 ways to get information about your flight:

How many Departure halls does Schiphol have?

As a greeter and host:

You are:

• hospitable and friendly towards passenger
• answer all of their questions
• check boarding passes and tickets
• direct pax to the correct handling area

Time 

Use Assignment 7 in teams: Tablet and directing passengers!

Use assignment 6

Theme 3: Tickets, Booking Comfirmations and Boarding Passes

Professional knowledge

• Booking reservations
  
• Tickets
• Boarding passes

Booking confirmation:

After booking the passenger receives an

 itinerary or ticket receipt

This contains a booking number which is stored in a computer system and called a

Passenger Name Record (PNR) or reference number

Assignments:

Book LVD K2: 

Read page 95 

Exercise 4.03 & 4.05

Tickets:

• Tickets nowadays are electronic tickets:

e-ticket (ETKT)

• proof that passenger booked a flight
• E-ticket is a confirmation but not valid a boardingpass
• Also known as trip summary and receipt or ticket itinerary

Booking information

PNR

Name of the passenger

number of this ticket

Types of boardingpasses

• Digital boarding passes
• Printed boarding passes

Digital boarding passes

• convenient quick and easy for passenger
• avoid long check-in lines
• check-in opens 30 hrs till several days before departure 

Printed boarding passes

To avoid check-in lines pax may use selfservice c/i kiosks

SSCI kiosks

When it doesn't work they may go to an agent at the c/i desk

Boardingpass printed at home

Boardingpass printed at a SSCI kiosk or desk

How to recognise?

The big difference between a boardingcard and a booking confirmation or e-ticket is the barcode.

A boardingpass always contains one of these barcodes or QR codes.

Assignments:

Book LVD K2: 

Read page 70

Do exercises 3.13 / 3.14 / 3.15 / 3.16

HOMEWORK:

Book LVD K2:

Read page 95

Do assignment 4.03 & 4.05

Read page 76

Do assignments 3.13 / 3.14 / 3.15 / 3.16

Read theme 1 & 2 

Trip:  KLM/AF Europe & France for next week