Les 1`- Intro en thema 1 | Werken als PGSA

• Luchtvaartdienstverlening
• MBO
• Studiejaar 1

lesson 1

Monday 20 th november 2023

Curriculum

Passenger Journey: touchpoints

Explanation module 1.1

Book LVD K2

Trip Around The World app

Theme 1 | Working as a PGSA

Passenger journey touchpoints

• 0 = 
• 1  =
• 2 = 
• 3 =
• 4 =
• 5 =
• 6 =

0 - Preparation for the trip

1 - Check-in (= departures)

2 - Boarding (= gate)

3 - On the plane before departure (briefing and preflight check)

4 - On the plane during flight (safety and security)

5 - On board (service on board)

6 - Arrival at destination 

0 - Via the airline website, online travel agent or travel agency

1 - Passenger and baggage check-in

2 - Boarding pass and passport control check

3 - Welcome on board, explanation of safety procedures

4 - Emergency procedures

5 - Meal, drink, and snack service and duty-free sales

6 - Disembarkation, suitcase collection and through customs

        

Fase van passenger journey

Touchpoint met airline

Explanation module 1.1

• Focus departure hall at airport Self Service Check In
  
• Behaviour and attitude of the Aviation Service Provider (LVD)
  
• Knowledge of LVD tasks in departure hall
  
• Knowledge of travel documents
  
• Knowledge of self-service capabilities
  
• Knowledge of hand and hold baggage rules
  
• Knowledge of airport codes, countries and geographical location of airports

Knowledge, skills, behaviour and attitude

Knowledge through theory from module reader and book LVD K2

Skills by completing assignments

Skills, behaviour and attitudes by doing

Role Playing 

Materials

Module Reader 1.1 - Self Service Check In and the Role of the LVD

Teams: class tile, channel M1.1

Book LVD K2 - Accompanies (international) passengers at the airport

Book Flight Attendant (for English lessons)

Book LVD K2

Digital or physical book;

Create an account;

Activate license code;

Participate in a digital classroom;

Using digital book;

Submit assignments digitally

  classroom environment.

ACCOUNT AANMAKEN:

1. Ga naar www.uitgeversgroep.nl

2. Registreer jezelf als je nog geen account hebt

REGISTREREN:
VUL GEGEVENS IN EN GEBRUIK DELTION EMAILADRES!

LICENTIECODE ACTIVEREN: VUL DE 16-LETTERIGE CODE IN

(licentiekaart per email ontvangen of achterkant papieren boek)

DEELNEMEN AAN KLAS: VUL DEELCODE IN = m8s7f

Teaching materials

Module reader 1.1 - Self Service Check In and the role of the LVD

Teams: class tile, channel M1.1

Book LVD K2 - Accompanies (international) passengers on the

 airport

Book Flight Attendant (for English lessons)

App Trip Around The World

Trip Around The World (TATW) app

Go to the App Store or Google Play Store on your phone;

Search for: Trip Around The World;

Download the app.

Oefentoetsen TATW

• Kennis van  airport codes, airport namen en
    waar ligt een airport (waar in welk land?)
  
  
• Elke week een oefentoets over een
    werelddeel, vanaf lesweek 3.
  
  
• Als voorbereiding op toetsen later in het
    jaar (periode 4)

Final test M1.1

• In laatste lesweek periode 2 (29 jan - 2 feb 2024)
• Kennistoets in MS Forms;
• Combinatie van juist/onjuist, keuzevragen en
    toepassingsvragen;

Thema 1 | Werken als een PGSA

• PGSA = Passenger Ground Service Agent
• Is de Engelse term voor grondsteward(ess)
• Eerste aanspreekpunt in de Vertrekhal voor passagiers
• Visitekaartje van de luchtvaartmaatschappij

(Blz. 5 - 7 modulereader)

PGSA

Professional posture: the position of your body (upright, both legs on the ground and arms calmly along your body);

Professional behavior: smile, look friendly and use polite language to address people;

Professional knowledge: you know what your tasks are, recognize travel documents and know airport codes.

Assignment 3 from module reader

Go to your class tile in Teams

Select channel M1.1

Download assignment 3 | Ground stewardess -

attitude and 

Wait to complete the assignment until the teacher indicates that you can start

Assignment 3 from module reader

  BEANTWOORD INDIVIDUEEL DE VOLGENDE VRAGEN:

1. What professional behavior do you see from the ground stewardess?

2. What professional attitude do you see in the ground stewardess?

3. What behavior that is typical of a ground steward(ess) comes easily to you?

4. What behavior that belongs to a ground steward(ess) do you still find difficult?

IN PAIRS, DISCUSS THE QUESTIONS BELOW:

- How do you greet the passenger?

- How do you ask how you can help the passenger?

- What information do you need to help the passenger further?

- How do you ask for this information?

- What (professional) knowledge do you need to be able to help the passenger further?

- How do you refer the passenger further?

What areas do you work in as a PGSA?

What areas do you work in as a PGSA?

1. Departure hall
   
   
2. Arrivals hall

Landside

(module 1.1 in period 2 en module 1.2 in periode 4)

(module 6.1 in period 4)

What areas do you work in as a PGSA?

1. Gate boarding
   
   
2. Gate disembarking 
   

Airside

(module 2.1 in periode 3)

(module 6.1 in periode 4)

Roles during PGSA duties

Service-oriented

Commercial

What have we done today

Passenger Journey: touch points

Explanation module 1.1

Book LVD K2

Trip Around The World app

Theme 1 | Working as a PGSA

Questions

Homework Monday November 4, 2023

Create an account for book LVD K2 (see slide 18);

Activate LVD K2 book license code (see slide 18);

Register for a digital class via sharing code (see slide 18);

Book LVD K2: read pages 21 and 22 and hand in assignment 1.02, 1.03 and 1.05;

Book LVD K2: read page 59, section 2.4.1 and hand in assignment 2.26;

Reading Theme 1 | Working as a PGSA from module reader;

Download the Trip Around The World app