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M1.1 Departures - Ch.3 Tickets, booking confirmations & boardingpasses
Program Theme 3
Trip around the world
Recap chapter 2
Ch.3 - Tickets, booking confirmations&boarding passes
Assignments
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Luchtvaartdienstverlener
MBO
Studiejaar 1
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Program Theme 3
Trip around the world
Recap chapter 2
Ch.3 - Tickets, booking confirmations&boarding passes
Assignments
Slide 1 - Diapositive
Recap theme 2
What are the touchpoints in the departure hall with you in the role as a PGSA
Slide 2 - Diapositive
Slide 3 - Vidéo
Greeter and Host
Examples of language use?
Slide 4 - Diapositive
Slide 5 - Diapositive
Slide 6 - Diapositive
Polite and friendly language examples
A
How may I help you, sir?
B
Can I help you, sir?
Slide 7 - Quiz
Polite and friendly language examples
A
Yess there is a seat availible in Business class, but you have to pay the fare difference
B
Yes there is a seat available in Business class, however there is a fare difference
Slide 8 - Quiz
When you are standing at a fixed position in the departure hall then you are the
A
GREETER
B
HOST
Slide 9 - Quiz
Pro-active behaviour is very important when you are a
A
GREETER
B
HOST
Slide 10 - Quiz
When your task is 'Host' you walk around freely through the departure hall
A
TRUE
B
FALSE
Slide 11 - Quiz
When your task is Greeter you are responsible for guarding the entrance of a handling area
A
TRUE
B
FALSE
Slide 12 - Quiz
Greeter
fixed position in dep.hall
entrance handling area
answering questions
direct to right desk in handling area
your attitude is open and friendly
Slide 13 - Diapositive
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
Slide 14 - Diapositive
Can you tell me the difference between reactive en proactive service
Slide 15 - Question ouverte
Name 3 ways to get information about your flight:
Slide 16 - Question ouverte
How many Departure halls does Schiphol have?
Slide 17 - Question ouverte
Slide 18 - Diapositive
Slide 19 - Diapositive
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
Slide 20 - Diapositive
Time
Use Assignment 7 in teams: Tablet and directing passengers!
Use assignment 6
Slide 21 - Diapositive
Theme 3: Tickets, Booking Comfirmations and Boarding Passes
Slide 22 - Diapositive
Professional knowledge
Booking reservations
Tickets
Boarding passes
Slide 23 - Diapositive
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
Slide 24 - Diapositive
Assignments:
Book LVD K2:
Read page 97
Exercise 4.03 & 4.05
Slide 25 - Diapositive
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
Slide 26 - Diapositive
Booking information
PNR
Name of the passenger
number of this ticket
Slide 27 - Question de remorquage
Types of boardingpasses
Digital boarding passes
Printed boarding passes
Slide 28 - Diapositive
Digital boarding passes
convenient quick and easy for passenger
avoid long check-in lines
check-in opens 30 hrs till several days before departure
Slide 29 - Diapositive
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
Slide 30 - Diapositive
Boardingpass printed at home
Boardingpass printed at a SSCI kiosk or desk
Slide 31 - Diapositive
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.
Slide 32 - Diapositive
Assignments:
Book LVD K2:
Read page 70
Do exercises 3.13 / 3.14 / 3.15 / 3.16
Slide 33 - Diapositive
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
Slide 34 - Diapositive
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