M1.1 Departures - Ch.1. Working as a PGSA

• Luchtvaartdienstverlener
• MBO
• Studiejaar 1

Passenger journey touchpoints

Tasks PGSA Landside

Floorwalking at departures:

• Greeter
• Host

Checking in passengers and bagage
Checking handbagage
Checking traveldocuments

Direct passengers to the right gate

Working as a PGSA you direct the passenger to the appropriate handling area

SSDOP greeter

What does PGSA mean?

A very important part of working as a PGSA is provide service to the passenger. 

Attitude and behaviour are very important! 

But also your appearance matters!

What do you think is important when providing service?

Professional attitude

• you look neat
• you are selfconfident
• you wear your uniform with pride 
• you radiate knowledge

Professional behaviour

• you have an open attitude
• you are friendly
• you give clear information
• you listen carefully
•  you are patient
• you are empathetic
• your are stress resistant

As a PGSA you work for an airline, handling agent or airport

What are the tasks of a PGSA?
(think of Landside&Airside and
think of departures and arrival!)

Working areas PGSA

Departures

Departurehall - the PGSA informs passagiers, assists checking in passengers and their bagage, checks travel- and healthdocuments and directs to the right gate

(LANDSIDE)

1

Gate boarding

The PGSA checks the passengers traveldocuments before they board the aircraft (AIRSIDE)

2

Gate disembarking flight

De PGSA assists the passenger who arrives on an incoming flight

(AIRSIDE)

3

Arrivals (aankomsthal)

The PGSA assists the passenger who collects his bagage in the arrival hall (LANDSIDE)

4

SERVING:

You offer the passenger free products/service which will make his trip more comfortable

COMMERCIAL:

You offer the passenger (paid) products which are pleasant for the passenger and directly generates more revenue for the airline

Different types of passengers:

• business traveler
• vacationer/leisure
•  passengers needing assistance
• unaccompanied minors
• passengers with oddsize bagage
• passengers travelling with PETC/AVIH

All these passengers have different needs and you as a PGSA can offer a different kind of service to all of them!

Trip Around The World app

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2. Zoek op: Trip Around The World.