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M1.1 Departures - Self Service Check In - EN Intro
Even voorstellen!!
- Nicolien van Dillen
- ik heb meer dan 27 jaar op luchthaven Schiphol gewerkt
- waarvan 21,5 jaar voor
KLM
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Departures - Self Service Check In
MBO
Studiejaar 1
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Even voorstellen!!
- Nicolien van Dillen
- ik heb meer dan 27 jaar op luchthaven Schiphol gewerkt
- waarvan 21,5 jaar voor
KLM
Slide 1 - Diapositive
Slide 2 - Diapositive
Today's program
Passenger Journey: touchpoints
Program Module 1.1
Book LVD K2
Trip Around The World app
Modulereader
Slide 3 - Diapositive
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)
Slide 4 - Diapositive
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?
Slide 5 - Diapositive
Needs of a passenger in
the Departurehall
Slide 6 - Carte mentale
What does an airline expect of
a PGSA?
Slide 7 - Carte mentale
Expectation airline of a PGSA
Professional attitude:
de position of your body (stand straight up, both feet on the ground and arms quietly by your side);
Professional behaviour:
smile, look friendly and use polite words when you address people;
Expertise:
you know your tasks, recognize traveldocuments and know the airport codes.
Slide 8 - Diapositive
Overview M1.1 period 3
Wednesday 2 Febuary: -
Internship KLM Lounge
Wednesday 9 February: -
Internship KLM Lounge
Wednesday 16 February - Theme 1| Working as a PGSA
Wednesday 23 February -
***Spring Break***
Wednesday 2 March - no class
Wednesday 9 March - Theme 1I Working as a PGSA
Wednesday 16 March - Theme 2| Greeter/Host
Wednesday 23 March - Theme 3| Tickets, reservervations & boardingcards
Wednesday 30 March - Theme 4 I Selfservice in the departurehall
Wednesday 6 April - Theme 5 I Hand- and check-in bagage
Wednesday 13 April -
FINAL ASSIGNMENT!!
Slide 9 - Diapositive
Final assigment M1.1
Wednesday 13 April
Knowledge test in MS Forms;
Combination right/wrong questions, multiple choice and application questions;
Slide 10 - Diapositive
Slide 11 - Vidéo
Slide 12 - Diapositive
Trip Around The World app
Go to App Store or Google Play Store;
Look for: Trip Around The World.
Slide 13 - Diapositive
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.
Slide 14 - Diapositive
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