M1.1 Departures - Ch.4. Selfservice in the Departure Hall

• Luchtvaartdienstverlener
• MBO
• Studiejaar 1

Program Theme 4 

• Trip around the world
• Recap Ch.3 - Tickets, Booking Confirmations & Boarding Passes
• Learning goals

• Ch.4 - Selfservice in the Departure Hall
• Assignments

Trip Around The World app

Recap Ch.3-Tickets, Booking Confirmations & Boarding Passes

What is a PNR?

The English name for 'reserveringsbewijs' is:

1. reservation copy
2. itinerary
3. trip summary
4. proof of booking

Is this sign on airside?

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

Passengers can check in more than a month before departure these days

1. TRUE
2. NOT TRUE

When a passenger has an E-ticket he can go to the gate to board the aircraft

1. TRUE
2. NOT TRUE

The PGSA behind the check-in desk is the first touch point for the passenger in the departure hall (1/7)

1. TRUE
2. NOT TRUE

You are floorwalking as a host in the departure hall and a passenger shows you his documents. Name how you can see whether or not he has a boarding pass!

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.

Ch.4: Selfservice in the departure hall

Selfservice check-in online

SSCI - selfservice check-in on the kiosks

SSDOP-Selfservice drop off bagage

Option 1

The passenger used selfservice check-in, at home or at a kiosk and has no bagage to check in.

He can go through securitycheck straight to the gate

Option 2:

The passenger already has a boarding pass (digital or printed) but also has bagage for check-in.

The passenger goes to the right handling area for the SSDOP of Drop-off desk

Floorwalker SSCI: agent assists the passenger and ensures the check-in via the kiosk runs as smoothly as possible.

vvv.praktijksite.com

Assignment:

Book LVD K2:

Read page 73 '... and do exercise 3.17

Direct the passenger to a check-in desk (service desk):

• when check-in on the SSCI kiosk fails
• when it comes to special passengers (eg. UM and PRM passengers)
• when there is oddsize bagage (eg. a bike wheelchair, walker, AVIH, surfboard etc. 

Animal Vivant in Hold

Paid options:

Besides check-in and print a boardingpass the passenger can:

• Reserve a seat (preference aisle/window, legspace, 1st row)
• Book extra bagage
• Reserve a special  meal
• Buy an upgrade

Commercial role PGSA:

• you notice a tall passenger: point out the possibility of buying a seat with legroom
• you estimate whether a passenger is interested in buying an upgrade 

Change seat preference:

A passenger often has a preference for:

• window
• aisle

A map showing the seats in the aircraft is called a seatplan or seatmap

As PGSA you know how to 'read' a seatmap, so you know how to give the passenger his seat preference.

By offering the oppurtunity for buying an exit seat you generate extra income for the airline (commercial role)

Narrow-body: 1 aisle, 2-by-2 seats

Wide-body: 2 aisles, 3-4-3 seats

KL1001

 -> LHR

TYPE 737-900

SSDOP

SSDOP:

• passenger operates the machine himself
• when size and weight fall within bagage allowance the bagagelabel is printed 
• passenger labels the bagage himself and the bagage goes directly to the bagage department

As a PGSA...

...you are only there to assist when necessary and to see everything goes smoothly.

You direct the passenger to a service desk in case of:

• oddsize bagage
• excess bagage
• when there is no payment found for check-in bagage
• when the suitcase is already damaged

Assignment:

Book LVD K2:

Read from page 73... and do assignment 3.18 en 3.19

Homework:

Book LVD K2:

 Book LVD K2:

BOOK LVD K2 : Read from page 73... 

 do assignment 3.17, 3.18 and 3.19

Modulereader blz 25: 

assignment 5: Seatplan