In deze les zitten 21 slides, met interactieve quizzen, tekstslides en 1 video.
Lesduur is: 90 min
Onderdelen in deze les
Passenger journey touchpoints
Slide 1 - Tekstslide
Slide 2 - Tekstslide
Tasks PGSA Landside
Floorwalking at departures:
Greeter
Host
Checking in passengers and bagage Checking handbagage Checking traveldocuments
Direct passengers to the right gate
Slide 3 - Tekstslide
Working as a PGSA you direct the passenger to the appropriate handling area
Slide 4 - Tekstslide
Slide 5 - Tekstslide
SSDOP greeter
Slide 6 - Tekstslide
What does PGSA mean?
Slide 7 - Open vraag
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!
Slide 8 - Tekstslide
What do you think is important when providing service?
Slide 9 - Open vraag
Professional attitude
you look neat
you are selfconfident
you wear your uniform with pride
you radiate knowledge
Slide 10 - Tekstslide
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
Slide 11 - Tekstslide
Slide 12 - Tekstslide
Slide 13 - Tekstslide
As a PGSA you work for an airline, handling agent or airport
Slide 14 - Tekstslide
Slide 15 - Tekstslide
What are the tasks of a PGSA? (think of Landside&Airside and think of departures and arrival!)
Slide 16 - Woordweb
Slide 17 - Video
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
Slide 18 - Tekstslide
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
Slide 19 - Tekstslide
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!