M1.1 Departures - Self Service Check In - EN Intro

• Departures - Self Service Check In
• MBO
• Studiejaar 1

Even voorstellen!!

- Nicolien van Dillen

- ik heb meer dan 27 jaar op luchthaven                  Schiphol gewerkt

- waarvan 21,5 jaar voor KLM

Today's program 

• Passenger Journey: touchpoints 
• Program Module 1.1
• Book LVD K2
• Trip Around The World app
• Modulereader 

Passenger journey touchpoints

• 0 - Preparing at home (intro period 1)
• 1 - Check in (= departures)
• 2 - Boarding (= gate)
• 3 - Inside aircraft post-departure (briefing             and preflight check)
• 4 - Inside aircraft during flight (safety and
          security)
• 5 - Inside aircraft during flight (service on
          board)
• 6 - Arrival at destination (arrival
          services)

Passenger Journey
Touchpoint - Departure hall

You are the Passenger Ground Service Agent (PGSA).

• What needs does a passenger have when he reports to you in the departurehall?

Needs of a passenger in
the Departurehall

What does an airline expect of
a PGSA?

Expectation airline of a PGSA

1. Professional attitude: de position of your body (stand straight up, both feet on the ground and arms quietly by your side);
   
   
2. Professional behaviour: smile, look friendly and use polite words when you address people;
   
   
3. Expertise: you know your tasks, recognize traveldocuments and know the airport codes.

Overview M1.1 period 3

1. Wednesday 2 Febuary:        - Internship KLM Lounge
2. Wednesday 9 February:       - Internship KLM Lounge
3. Wednesday 16 February      - Theme 1| Working as a PGSA 
4. Wednesday 23 February      -  ***Spring Break*** 
5. Wednesday 2 March               -  no class
6. Wednesday 9 March               -  Theme 1I Working as a PGSA
7. Wednesday  16 March            -  Theme 2| Greeter/Host
8. Wednesday 23 March            -  Theme 3| Tickets, reservervations & boardingcards
9. Wednesday 30 March            -  Theme 4 I Selfservice in the departurehall
10. Wednesday 6 April                  -  Theme 5 I Hand- and check-in bagage
11. Wednesday 13 April                 -  FINAL ASSIGNMENT!!     

Final assigment M1.1

• Wednesday 13 April
• Knowledge test in MS Forms;
• Combination right/wrong questions, multiple choice and application questions;

Trip Around The World app

1. Go to App Store or Google Play Store;
2. Look for: Trip Around The World.

Homework Wednesday 9 March

• Activate licencecode book LVD K2;
• Book LVD K2: read page 15 & 16 and hand in assignment 1.02, 1.03 en 1.05;
• Book LVD K2: read page 53, part 2.4.1 and hand in assignment 2.25;
• Read Theme 1: Working as a PGSA (don't do assignment 1);
• Download app Trip Around The World.