IAB Passenger Handling Training  It is always important to keep passengers fully informed of

the arrangements and any necessary amendments to such

Table of Contents
arrangements It is just as vital to ensure that passengers are
always given exact and accurate information.
1. Principles of Services
2. Passenger Check in Polices  Helpfulness
3. Baggage policies Cont Baggage check-in routine  The second principle is of a very great importance of being
4. Manual check helpful at all times
5. Cabin seating consideration  Inspiration of confidence
6. passenger boarding instructions  It is essential to realize that a very great number of our
7. Dangerous goods information for departing passengers passengers are apprehensive about traveling by air For this
8. Security regulations, considerations and procedures reason one should understand the psychology of our
9. Loading priorities, Consequences, procedures passengers ensure that their travel is never dramatized and
10. Handing and boarding of weapons and authorized persons the whole approach to the handling of a service is done
carrying weapons calmly
11. Special passenger requires pets in cabin
12. Communication procedures
13. Carrier and special instructions CONT. Principal of services
14. Dissemination information procedures
• Politeness, cheerfulness and appearance
15. Data presence and security
• Lastly, very important but much more obvious, is the
16. Document protection and security
necessity for politeness, pleasant cheerfulness, good
17. Health and safety
appearance, clean personal attire and work place
18. Emergency response procedures
• Customer Services
• Customer service is to make the passenger feels that he is
1. Principals of Services your Guest and receiving your special attention. Look at
him/her when you talk to, help him at every stage
 The handling of passengers requires a definite technique
which, whilst requiring practice to achieve perfection, is
based on clearly defined principles It will be as well if we 1.1 Passenger Pre-Flight Preparation
enumerate these principles in details
• Prepare check-in for flights in accordance with operating
 Keeping passenger informed
airline policy prior to the opening of web or airport check-in,
 and to verify all necessary data has been transferred into the 1.2 Check-In Counter Requirements
check-in system correctly.
• Review the booking status. • Prior to opening the check-in counters:
• For code share flights with an active blocked space • Start and test equipment.
agreement, check the allotment to ensure the block of seats, • Ensure scales are functioning.
as agreed, is guaranteed to the partner. • Stock boarding card and hag tag printers as per operating
• Review the curtain version ( if applicable ) airline requirements.
• Confirm the passenger name list ( PNL ) and additional and • Ensure adequate stock of any other operating airline required
deletion list ( ADL ) were properly transmitted and match tags.
the booking status • Display operating airline required signage, both electronic
and manual versions.
• Ensure Dangerous Goods notifications are prominently
CONT. Passenger Pre-Flight Preparation displayed at the check in area as well as ticket offices,
• Block seats for security officers, crew, weight and balance, baggage drop-off areas, self serve check-in areas, and
and if sears are unserviceable transfer counters
• Confirm the seating plan is set according to the actual • Prepare check-in queues, stanchions, carpets, baggage sizes,
aircraft type and version podiums etc., us per operating airline specifications
• Review the flight remarks, if applicable.
• Record passenger status on PNR, if applicable. 1.3 Check-In Times
• Review the boarding time, departure time, and gate. Brief
staff about reason for any delays. • Check-in desks must be open three hours prior to the
• Apply payload restrictions, if any. scheduled departure time.
• Check the passenger list for special passengers (e.g. WCH, • Recommend that passengers should arrive at check-in two
UM, etc.) and pre-assign as per operating airline policy and hours before the scheduled time of departure of the booked
according to the aircraft type If not pre-reserved, prepare flight
seating for families traveling with infants or children, as per • Check-in closure is limited to customer airline given died
operating airline policy lines which is approximately 40 minutes.
 • Baggage allowance (normally 20 kg. unless otherwise
specified allowance).
1.4 Passengers and documents process
1.6 Travel documents verification
• IAB check in agent will collect ticket and provide passenger
with boarding pass and ensure a boarding pass containing the • Purpose of documents check
passenger name is issued to each seated passenger pass for • Transporting passengers without valid and correct travel
each passenger; during the check-in process under documents may cost for our carriers huge amounts of fines,
supervision of IAB Staff. detention costs, return costs and
• Customer service supervisor and provide boarding - in some cases - escort costs. These costs have to be paid
• Boarding pass information (DEP time computerized or by our carrier and may lead in the loss of confidence of the
manually) countries authorities and to minimize the risk for the
• Name-Seat-security number-gate number . passenger to be refused entry into a country.
• No boarding passes must be issued for “ extra seat “ • Document check is based on travel documentation
bookings requirements published in the Travel Information Manual
(TIM) and in the TIMATIC information system.

1.5.1 Tickets
1.7 SSR codes ( Code Meaning )
• Generally tickets have to be correctly issued and stamped Or
it could be electronic ticket and no need to collect it from - AVIH Animal in hold
passenger - AMUP Passenger who is eligible for upgrade with miles
• Revenue passenger will not be transported in cockpit or on
jump seat according to ECAA regulations - AWUP Award upgrade ticket for Miles & More members
• Non-revenue passengers may be carried in cockpit or jump - BIKE Bicycle in hold.
seat, decision will be made by pilot in command if no
restriction from civil aviation - BLND Blind passenger
• A valid computer generated tickets and manually issued - BSCT Baby bassinet.
ticket should require
- BULK Large sports equipment in hold
• Date and place of issue.
• Route, Flight number, Date ate and time of departure - CBBG Cabin baggage
- CKIN Special baggage (eg dangerous goods) and other • Upgrade sale conditions & target.
information relevant to airport staff • Arriving passengers (information and responsibilities):
- CUPC Commercial upgrading to C class if space available • Check e-mail account with regards to inquiries from Core
Customer
- CUPF Commercial upgrading to F class if space available • Management
- DEAF Deaf passenger • Check on passengers requiring assistance
• First Class Meet & Greet Service
- DEPA Deportee -accompanied DEPU Deportee

2. Passenger check-in policies 2.1. Passenger

2. Passengers Check in Policies Document Check
To increase the attention of all agents about special instructions, Step Action
• it is mandatory to perform a station team briefing 1. Welcome the passenger and ask for the e-ticket confirmation
• The station team briefing must include general information or an official travel document.
about the flight. the crew process from arrival at the airport 2. Compare the name on the e-ticket with the name on the
until boarding, and information regarding passenger and official travel documents. NOTE: If the name is not spelled
baggage handling: Flight facts: correctly, check-in must be performed under the
• Arrival & departure times (on-time/ expected delays) 3. originally reserved name, in order not to jeopardies the
• Parking stand/ departure gate information (CAL-A/P) continuing reservations.
• Booking situation. 4. Check the ticket for final destination and have this confirmed
• Meal situation.(EDW CC class) by the passenger.
• Expected arrival time of crew at airport. 5. Check validity of ticket: Itinerary, Flight Date, Carrier
• Hand over of cockpit crew briefing information. Reservation status, Class Restrictions.
• Responsibilities for guidance and/or support of crew from 6. Check travel documents and if picture matches with
baggage drop, security, till departure gate /Check-In / passenger.
Airport ticket offices 7. Check for any special remarks in DCS and action
accordingly. 7. APIS-Data: Check completeness of data
CONT, General Policies (USA, Canada, Japan, China, India ).
• Opening times, roles and staffing levels
2. Passenger check-in policies 2.2 Security questions
2.Check-in policies 2.3 Through check-in
• We are obliged to ask all passengers presenting with checked
• Through check-in (TCI) is check-in at the departure station
baggage five mandatory questions relating to their baggage
on the continuing flight(s) beyond the passenger's next
and its contents, before acceptance. The purpose is to ensure
transfer point(s).
that no unauthorized baggage or contents thereof are
• Definition : Through check-in means better customer
permitted onboard an aircraft. It is essential to realize that the
service by offering one-stop check-in for transfer
manner in which passengers answer questions is equally
passengers at the station of origin and reducing or even
important as the actual answers given e.g. if a passenger
eliminating the waiting time at the transfer station.
answers all questions correctly but appears nervous, insecure,
• General rule If available, TCI must be performed.
you may not be satisfied that he/she is answering truthfully or
Applicability Through check-in is applicable in the
is fully aware of the full contents of his/her bag. In such
following cases
circumstances, baggage must be referred for security
• TCI is possible if the original and continuing flights are
screening
loaded in DCS TCI can also be performed if one of the
flights is loaded in a DCS, which is connected to DCS.
2. Passenger check-in policies Cont. Security questions
• If the answer to all of these questions is as indicated, no 2. Check-in policies 2.4 Boarding passes
action is required • A boarding pass is a document, issued at check-in,
• 1. Is this your baggage? YES • It is also a tool for the airline to perform boarding control
• 2. Did you pack all your contents yourselves? YES and to distinguish categories of passengers at embarkation.
• 3. Did anyone give you any item to carry with you? NO • A manual boarding pass is used at stations performing
• 4. Could anyone have interfered with any item you are manual check-in is used in combination with manual seating
carrying? NO charts.
• 5. Are you carrying any forbidden item in your hand baggage • usually exists in a First, Business and Economy class
or with you? NO version as well as an infant passenger.
If there is any doubt! Please check PAX bag with airport police • A DCS boarding pass is used at stations using a DCS
application is a single card, usually exists in a multi-class
 version (class designator is printed by the system) and a  It is the core biographical information on a person prior to
standby version (striped), but may also be available in their arrival in a country and is principally collected by the
separate First, Business, Economy and Infant versions. operators on behalf of States.
 APIS seeks to improve and expedite border controls, to
2. Check-in policies 2.5 Passport, visa and security
combat illegal immigration as well as to prevent terrorism
• According to the General Conditions of Carriage of and to enforce law.
Passengers and Baggage, the passenger is fully responsible  If missing or incomplete, enter the required API data in
for complying with rules and regulations imposed by the DCS, which consist of following main information
authorities of the countries of
• Policy • Departure • Transit
2.Check-in policies 2.6 Passport, visa and security
• Transfer and • Destination
 APIS Data • Family name
 First name (no initial permitted)
2. Check-in policies CONT. Passport, visa and security  Middle name (where applicable)
 Date of birth • Citizenship
• Procedure: At check-in
 . Document type
1. Check validity and expiry date of the required documents. -
Check if photo in travel document matches with passenger.  Document number Issuing Country of document (must be
2. If in an unknown language, check legible details such as the same as citizenship) . • Document expiry date
Validity-expiry date-place- date of issue etc.
3. In case of US visa waiver program, enter VWPP in the DCS 2. Check-in policies 2.6 Check-in in case of DCS breakdown
and in the 'Endorsements/Restrictions' box of the flight
coupon  Check-in in case of DCS breakdown
4. In case of through check-in, make sure that documents are  General rules The following rules apply for check-in in case
checked for the final destination and for all transfer points of DCS breakdown
and remarks are entered on the applicable flight coupon(s).  A local back-up procedure must be established in every
station.
 All basic principles described under manual check-in
2. Check-in policies Cont Passport, visa and security
standards General policies must be taken into account.
. 6.6.1 APIS

 APIS means Advanced Passenger Information System. 2. Check-in policies 2.7 Passenger & baggage reconciliation
  Manual system F. If the discrepancy remains, a baggage identification must be
1. Check destination, flight number and date on each baggage made. That means that each passenger must identify his/her
tag prior to loading a baggage into a container or onto a luggage prior to be loaded.
baggage cart to ensure faultless loading.
2. Compare the number of baggage ready for loading into the
aero plane with the total number of baggage checked-in. 3. Baggage policies 3.1 Baggage check-in routine
3. The use of a "bingo-sheet" is the minimum requirement to
• Step Action
perform this comparison and for quicker identification.
4. If the total number of baggage loaded into the acro plane 1. Check the number, weight and size of carry-on baggage and
match or is less than the number of checked-in baggage, the attach the carry-on baggage label to all unchecked baggage
flight may be released. which cannot obviously be recognized such as.
5. If the total number of baggage loaded into the aero plane is 2. Weight all baggage and remove old baggage tags
more than the number of baggage checked-in, the flight may RULE: All baggage must have a name label.
not be released and following checks are necessary 3. Ask the passenger if the baggage contains dangerous goods
forbidden for transportation
4. Ask the passenger if the checked baggage contains
2. Check-in policies dangerous goods forbidden in checked baggage but which is
allowed in carryon baggage, e.g. lithium batteries,
CONT Passenger & baggage reconciliation
underwater torch etc. If yes, request the passenger to remove
A. Has any unaccompanied hold-haggage (e.g. rush baggage) the prohibited articles or to re-pack into carry-on baggage,
been loaded without being manifested? whichever is applicable
B. Has any crew or dead heading crew (DHC) baggage  Inform the passenger in case of excess baggage
erroneously been counted together with the passenger
 . Observe the free baggage allowance shown in DCS or in
baggage?
the e-ticket .
C. Has any "Delivery at aircraft" baggage wrongly been counted
5. Enter the actual pieces and baggage weight in DCS, if
without being manifested?
applicable.
D. If all checks are negative, the loaded baggage has to be
6. Check if the baggage is properly packed and examine it for
offloaded, then rechecked and recounted
any damage. If you detect any damage, issue a limited
E. If any discrepancy is discovered and is adequately corrected,
release tag.
all baggage has to be reloaded and the flight may then be
7. Issue new baggage tag(s) to the final destination, using the
released
correct airport codes
8. Attach baggage tags and, if applicable, special purpose labels  Passengers on ferry flights Passengers are not allowed to
to the baggage and attach each baggage identification portion travel on technical ferry flights
to each passenger ticket cover, also when group- or party-
check-in, except same family .
5.1 Seat allocations and restrictions .. Special Passengers
 The following passengers are granted seat reservations free of
5. Cabin seating considerations
charge:
 Cabin Seating Considerations,  Passengers booked in First Class and Business Class
 Passengers with confirmed special services to specific facility
Below elements affect cabin seating consideration listed below
seats:
 government restrictions • payload restrictions  UMNR • PETC
 balance of the aircraft • crew rest seats  WCHC, WCHS, WCHR, BLND, DEAF
 the presence of extra crew on board  The seat choice is limited for certain categories of passengers:
 the number of qualified cabin attendants on duty  Children (including infants and UMS), deportees, passengers
 the presence of accompanying station engineers or security with reduced mobility, passengers with pet in cabin and
officers on board passengers with an extra seat for cabin baggage (CBBG) may
 other technical or aircraft equipment restrictions, such as the not be seated at emergency exit rows.
number of oxygen- marks life rafts-inoperative passenger or
service doors etc
6. Passenger Boarding instructions

5. CONT, Cabin seating considerations Boarding times follow the timings of the European or
Intercontinental … Standard Turnaround but may be adjusted if
 Cabin doors /slides not serviceable the local airport infrastructure requires, c.g..
 A defined number of seats must be blocked in case of cabin
doors / slides not serviceable.  parking position
 Material for blocking the seats shall be provided by the  number of loading bridges, aircraft stairs or busses available
handling agent, e.g. ropes.  Extra security measures required
 Two children on one seat are not allowed Travelling on crew  An announcement must be done in any case at the schedule
seats (flight deck seats, cabin crew seats,crew rest seats) is published boarding time s announcement shall include:
not allowed for revenue passengers
 Information about boarding sequence and pre-boarding • for presence of the ETKT number or correctpaper flight
(families, UM, PRMS, passengers with CBBG etc.) coupon
 The time of boarding or the expected 4. If the passenger travels with a PETC, check if the excess
 The time of boarding, explaining the reason of the delay or baggage coupon is attached to the boarding card (if
any other relevant information to the passengers applicable) size of PET bag and if dog/cat are completely
inside the bag
5. Remove excessive carry-on baggage and attach a baggage
6. Passenger Boarding instructions tag labeled to the final destination and insert the tag number
in DCS.
 Boarding Procedure
 The basic principles of boarding are:
 According to class of service. Pre boarding procedure 6. Passenger Boarding instructions
1. Deportees and accompanied inadmissible (INAD)  Avoid overcrowded areas and long queues in the loading
2. Passengers needing special assistance. bridges, on the stairs or at the entrance of the busses.
3. Ums  Help passengers requiring special assistance.
4. Passengers with reduced mobility, if desired from the  If boarding is done by bus, make sure busses are not
passenger overloaded
5. Transit passengers
6. Families with small children and infants NOTES:
7. passengers with a booked extra seat for baggage in cabin  If passengers walk from the gate to the aircraft, an agent
(CBBG) must escort them on the apron.
6. Passenger Boarding instructions  If more than one loading bridge, staircase or aircraft door is
used, C and Y class passengers may be simultaneously
1. Make the pre-boarding and boarding announcements. boarded.
2. Start boarding according to the sequence mentioned in
 Due to liability reasons, SWISS recommends that the
"Boarding advised earlier
handling agent does not touch the passenger's mobile device.
3. Check boarding passes for the correct
• flight number,
• seat number and,
6. Passenger Boarding instructions 6.1 Passenger - Passenger Information List (PIL)
Boarding Discrepancies The Passenger Information List (PIL) provides information to the
• Boarding discrepancy cabin crew about passengers on board, (name, seat number,
• If there are passenger discrepancies (minus or plus) they must special service requirements). Provide a PII. to the senior cabin
be resolved prior to closing the aircraft door. crew member before departure.
a) Make every attempt to locate missing passengers and obtain - Other Flight Documents
visual proof of boarding and documents if they are located
on the aircraft. Other required documents may include:
b) Apply operating airline procedures and government a) final manifest:
regulations with respect to the removal of checked baggage b) bag tog list for double destination flights:
of passengers who check-in but fail to board. c) general declarations if required
c) Notify crew and load controller of any last minute changes to d) other special information... INAD documents
passenger and/or baggage load.

6. Passenger Boarding instructions 6.2 Boarding

6. Passenger Boarding instructions 6.1 Passenger Documents & Messages
Boarding Discrepancies Messages
• Boarding in Case of DCS Breakdown Ensure all relevant messages are dispatched to the appropriate
• Where no DCS is available or in case of DCS failure, apply addresses, as per the operating airline specifications
manual boarding procedures
Messages may include.
• Ensure the final checked-in count matches the boarded
passenger count prior to door closure and prepare and board a (a) Teletype Passenger Manifest (TPM)
final manifest (b) Passenger Transfer Message (PIM)
(c) Passenger Service Message (PSM)
6. Passenger Boarding instructions 6.2 Boarding Documents
(d) Passenger Protection Message (PPM)
& Messages
(e) Seat Occupied Message (SOM)
Flight Documents (f) Industry Discount Message (IDM)
Provide the flight crew with the required documents according to (g) Advance Passenger Information (APT)
the operating airline specifications (h) Electronic Ticket List (ETL)
6. Passenger Boarding instructions 6.3 Boarding  Passenger bags reclamation on the ramp shall be carried out
Equipments away from the fueling zone.
 All entry doors must be open
Passenger Boarding Equipment There are 02 types of Barding
 All technical equipment must be disconnected
Equipments
 A present of the fire brigade is mandatory
1. Passenger Boarding with Stairs  Ground service personnel shall ensure that the ground blow
• Boarding agent ensure that all document verified and Passport an exit is kept clear of all obstruction And they are notified
Photo match passenger about feuling commence
• Boarding agent have to notify Bus driver with Stand number  When the passengers are boarding during fueling operation,
or Aircraft registration they shall be under the supervision of ramp staff and their
• Boarding agent should notify TRC with first bus number rout must avoid the fueling zone
• IAB TRC has to met first bus and monitor boarding process if  The use of personal hand held telephones by passengers shall
Aircraft ready not be permitted
• Separate passengers before steps in order to ensure quick
boarding
2. Passenger Boarding with Bridges 7. Dangerous goods information for departing
 The operator of the passenger boarding bridge must be trained passengers
and authorized to operate the boarding bridge
 Boarding agent ensure that all document verified and Passport - Dangerous goods information shall be displayed at following
Photo match passenger. customer

 contact points: Airport ticket office (ATO)

6. Passenger Boarding instructions 6.4 Fueling with  Check-in counter
passengers onboard  Baggage drop-off counter
 Self check-in device (if dangerous goods information not
Fueling With passengers onboard • part of electronic check-in process)
 During short turnaround an en-route transits it will be often  Transfer counter (if applicable)
be necessary for fueling to occur with passengers onboard or  Departure gate
with passenger embarkation/disembarkation taking place.  Baggage claim area
 PIC is the only person who can take this decision  Dangerous goods signs must be sufficient in number and
 loading/unloading activities are not permitted prominently displayed in the areas mentioned above.
8. Security regulations, considerations and procedures The following matters below should be considered. Does the
passenger
 Travel Documents
 appear unusually nervous or disoriented?
Every passenger must have valid and authentic travel
 have little or no baggage or empty baggage?
documents
 have an unusual or illogical routing?
 These travel documents consist of acceptable flight tickets, a  have a one-way ticket?
valid identification card and other documents needed by the  appear unsuitably attired or not at case for the class of travel?
passenger to reach his destination  arrive at the check-in or boarding gate at the last minute?
 If any doubts concerning the nature of the documents arise,  resemble the nationality of the passport presented and speak
they must be resolved before accepting the passengers the language of that country?
 The assistance of local authorities should be used if  have some one else checking him/her for the flight?
necessary
If some of the conditions mentioned are met and after an
interview with the Passenger some doubts still persist, boarding
 Passenger Profiling in the Case of Suspicious Travel
can be denied.
Documents
To detect potential cases, passenger profiling has to be applied at
check-in and gate Observations and an interview may reveal 8. Security regulations, considerations and procedures
whether the passenger may appear inadmissible. Or inadequately
 Security at Check-in
documented for the destination
Check-in personnel shall be on the alert especially for the
If there are several persons in the group to be profiled. following security items and if doubt exists to communicate
the issue with the passenger
• Passengers should be interviewed separately
 baggage content and packing.
• A closer examination of travel documents shall be made  prohibited articles in baggage, and
 prohibited dangerous goods
To enable efficient informing of these items forehand the DGR
8. Security regulations, considerations and procedures
poster should be visible at the check-in
 Passenger Profiling in the Case of Suspicious Travel
Document.
 Screening  The baggage has been tendered by the passenger, the
escorting police offices or the airport security staff
All departing passengers and their carry-on baggage must be
 It is properly marked externally to enable identification with
screened according to local regulations prior to boarding flights
the respective passenger
No passenger shall proceed beyond the security screening point
 Local security authorities have screened the baggage if the
until all belongings, especially metallic articles, electronic stems
passenger has answered negatively to one or more of the
and restricted articles, are screened and shown not to pose a
questions
threat against air traffic and the safety and security of a fight

9. Loading priorities, Consequences. procedure

8. Security regulations, considerations and procedures
As a general rule, the station manager or the respective handling
 Prohibited Articles Prohibited articles are objects which can
agent supervisor in charge will decide on the loading priorities as
be used to commit an act of unlawful interference and that
shown in the tables below,
have not been properly declared and subject to the applicable
laws and regulations.  Priority Load Category
 Prohibited articles that are allowed to be carried in a baggage 1. Al Urgent life-saving medicines and transplant organs
hold can be transported as hold baggage. These articles (LHO)
should be placed in hold baggage or in a suitable container, 2. A2 AOG equipment: technical equipment for aircraft on
which should be labelled and carried in the baggage hold and ground
they shall not be accessible during flight Articles that are or 3. A3 1) Official government members on official trip
can not be transported by air should be returned to an (DG0OGI)
authorized person or disposed of according to local 2) Official CAA members on official trip
procedures. 4. A4 1) diplomatic bag (VALDIP)
2) diplomatic cargo (XPSDIP)
3) diplomatic cargo (normal AWB)
8. Security regulations, considerations and procedures
Priority Load category staff needed
Security of Hold Baggage
1. Bi 1) Ground staff needed for emergency repairs at auto
IAB Check in agent will accept baggage to be checked in only
station
when
2) Deadheading crew (DHC)
 The passenger is ticketed for the intended flight(s),
2. B2 Revenue passengers (incl. passengers holding FF award 10. Handling and boarding of weapons and authorized
tickets) and their baggage (incl. AVIH, confirmed excess persons carrying weapons
baggage, cabin baggage taken for emergency away at the
 The following rules apply at departure stations
gate) with confirmed space
 Upon departure, make sure that discharged weapons are
2) Special passengers. UM, passengers with reduced
handed over to the authorities, ground or security staff
mobility, INAD. deportees, personal emergency cases etc.)
(whichever is locally applicable).
 Inform the commander of the presence of arms and
ammunition before boarding.
9. CONT loading priorities, consequences, procedure
 Put arms and ammunition in the special security-item
• BOOKED LOAD, envelope and hand it over to the commander to be stored in
the flight deck or cargo hold.
1) Live animals (AVI)
 Commander has final decision in any case.
2) Human remains (HUM)
 If present, inform flight security officers about the size of the
3) Valuable cargo (VAL)
group and their seating
4) Someday "time. matters" courier product
 Send a telex to the arrival and transfer station to inform local
5) 5)Diplomatic cargo (DIP)
authorities about the size of the group and the location of
arms
10. Handling and boarding of weapons and authorized
persons carrying weapons
11. Special passengers require 11.1 Pets in cabin
General arms rules
Pets in cabin (PETC)
 It is prohibited for passengers to carry any weapon on board
 are Cats and dogs only with a maximum weight of the animal,
an aircraft • Special rules exist for armed bodyguards, escorts
including the pet pack of 08 kg
and law enforcement officers
The animal must:
 IMPORTANT-Local laws at the station of origin or
 Maximum weight of the animal, including the pet pack. 08
destination may be even more restrictive than the rules
kg.
described in this section. In that case the more restrictive rule
 be clean, healthy, harmless and odorless and not be pregnant
applies
 not annoy other passengers be booked in advance
 be kept in a leak- and smell-proof soft pct pack during the
whole flight
 be completely inside the pet pack (including head and tail) • The carriage of infants under two weeks is normally
during the whole flight. permitted
 The pet pack must be closed and the animal shall fit entirely • Do not allocate emergency esit seats to passenger with
within the pet pack Infants
 Size of the pet pack: The total sum of the 3 dimensions may • Observe the seating restrictions which result from the
not col 118 cm/410 inches availability of additional oxygen masks as described in the
cabin configuration
• Seat plan of the respective aircraft
11. Special passengers 11.1 Pets in cabin. • Assign appropriate seats and make sure that oxygen masks
 The maximum number of pets allowed in cabin may not be are available for both infant
exceeded. 11. Special passengers 11.3 Unaccompanied minors (UM)
 The pet pack must be soft-sided in order to be placed under
the seat; it may not be placed on the seat. Definition: Unaccompanied minors (UMS) are children traveling
 The quantity limit is maximum: alone under allowed age set by the carrier as its different between
 1 pet pack per passenger. However, 2 or more animals are carriers
allowed in the same pet pack if they are familiar with each • Unaccompanied minor procedure.
other, provided they do not exceed the maximum weight of 8 • UMS must always have a confirmed reservation, standby
kg, including the pet pack.
travel is not allowed
• Pre booking requests will be handled by the reservation
11. Special passengers 11.2 Passengers traveling with department.
infants • The number of unaccompanied minors is limited per aircraft
type. Or total number of passenger and that is according to
• Infants are passengers under the age of 2 years An infant customer airline
holding an infant ticket must sit on the accompanying adult’s • Ensure that the handling form for the UMs has been
lap. completed by the parents or guardian who must sign the form
• An infant holding a child ticket is entitled to sit on a and fill in personal data of the child (name/address phone
Passenger seat During take-off and landing the infant must sit number of escorted of the child on departure) put a copy of
on the lap of his accompanying adult the form into UM pouch, keep the original in the station file.
• Infant sitting on the lap of an adult normally will be secured • To enable handling staff and crew to recognize the UM he
with an extension seatbelt must wear the UM- pouch
11.3. CONT. Unaccompanied minors (UM) HANDOVER OF UM ARRIVAL DESTINATION

• UM-pouch containing (Copy of handling form /TKT/passport • UM's are the last to leave aircraft and are handed over by
ETC) Check all necessary travel documents carefully crew to ground staff
• UMS must be seated on the seats specifically assigned for • Person accepting responsibility for the child must sign on
them if not applicable then the UM should be seated as close collection of UM and copies of the UM document are kept
as possible to the indicated for SAA records. From there on SAA's responsibility is over
• UM seats, but never in emergency exit row.
• Never leave UMs holding a confirmed reservation behind or 11. Special passengers 11.4 Pregnant women (expectant
offload them mothers)
• Do not keep UMs unattended at any point from the moment
Pregnant women (expectant mothers)
they are handed over to you until transferred further on to
• Normally acceptance of expectant mothers are possible up to
cabin crew.
the 31 weeks of pregnancy (total pregnancy is 40 weeks) or as
• UMs must be mentioned in the "crew information sheet" or
other carrier's instruction.
similar information sheet produced by D.C.S. system
Accepting pregnant women procedures
whenever available and the PSM (passenger service massage)
• As a main rule pregnant mother must not emergency row
• Pregnant women needs to show up medical certificate during
11.3. CONT. Unaccompanied minors (UM) pregnancy period (refer to carriers limitations for accepting
pregnant women).
NOTIFICATION OF TRAVEL OF BOOKED UM'S
• Reservations to advise stations concerned
• Bookings fully confirmed 11. Special passengers 11.5 Passengers reduced mobility
• Details of person collecting UM
• A PRM is a passenger or person with reduced mobility
ACCEPTANCE AT AIRPORT
Any person whose Mobility is reduced due to a physical
• Parents/Guardians to accompany children at check-in and incapacity (sensory or locomotors), an intellectual Deficiency,
remain at airport age, illness or any other cause of disability
• UM to have identification at all times
• Complete and correct information to be supplied
• UM's to be ESCORTED to aircraft after boarding process
Categories Limitations and maximum numbers.
• WCHR (wheelchair- R for ramp) passenger who can walk To meet safety, technical, operational or government
up/down stairs and move about in the aircraft cabin but who requirements, airlines may limit numbers or types of PRM
requires a wheelchair or other means for the distance to/from accepted on any of their flights, even though special
aircraft arrangements (including the requirement for qualified able Body
• WCHS (wheelchair-S for steps) passenger who cannot walk assistant) are fulfilled by the passengers. On scheduled and
up/down stairs but who can move about in the aircraft cabin, charter flights
WCHS requires a wheelchair or other means for the distance
to/from aircraft and must be carried up/down steps.
• WCHC (wheelchair-C for cabin scat) passenger is 11. Special passengers 11.5. CONT Passengers reduced
completely immobile, requires wheelchair to/from the aircraft mobility
and must be carried up/down stairs and to/from the cabin seat.
• CHECK-IN
• Passengers reporting to check-in and requesting
11. Special passengers 11.5.CONT Passengers reduced assistance/wheelchairs, must be afforded their request
mobility • Normal check-in applies but comments should be inserted
into the system for crew as well as other stations
• BLND A passenger with visual impairment
• MAAS (Meet and Assist) All other passengers with special • SEATING
assistance. • Passengers should be given seat preference but PRM's are not
• MEDA passengers whose mobility is impaired, due to to be seated at or near emergency exits or upper deck of
clinical cases with medical pathology in progress and aircraft
authorized to travel by medical authorization. • Passengers are allowed to use their own wheelchairs
• DEAF passenger with hearing impairment who needs
assistance for any announcement, on the ground and on • BOARDING
board. He may be accompanied by a hearing dog • Passengers are to be taken to boarding area for Passenger Aid
• DPNA passenger with intellectual disability and need Unit (PAU)
assistance. • assistance and should not be left unattended in the PAU
• Passengers using own wheelchair will be transported by PAU
CARE ONBOARD AIRCRAFT 11. Special passengers 11.7 Unruly Passengers
• Crew should make passenger comfortable and explain Unruly Passengers General Conditions of Passenger Carriage
onboard procedures including emergency procedures and also
• Carriers may refine carriage of onward carriage of any
the working of call buttons seats etc.
passenger for reasons of safety in order to prevent violation of
any applicable law. regulations or order of any state or
country to be flown from, into or over
11. Special passengers 11.6 Passengers with plaster casts
• Handling Unruly Passengers During Check-In or Boarding •
Passengers with plaster casts • Report to the supervisor any unruly passenger behavior you
• After an accident, an operation or any other injuries it may be observe at check-in, in the lounge, or at boarding gate, and
necessary to put on a plaster cast, a splint or other kind of put baggage of such passengers on standby
tight fitting dressing • Careful inspection of passengers and their handbags and
• In the first 07 days after they have been put on these dressing stowed luggage In case of passenger out of control, warn of
could affect nerves or muscular fibers, as the extremitics may refusal of carriage next step police report next step send
swell under the different pressure conditions during flight. report to the customer carrier and refuse passenger of carriage
• IAB security notification shall be

11. Special passengers 11.7 Passenger requiring oxygen

for medical use 11. Special passengers 11.8 INAD Inadmissible
passengers
• For passengers needing oxygen for medical reasons during
the flight, the supply of oxygen equipment can be booked via Inadmissible passengers (INAD)
the special reservations department. Definition: "INAD" means a passenger who is refused admission
• A medical clearance is required for passengers requiring to a country by authorities of such country, or who is refused
oxygen during flight onward carriage by a member or government authority at a point
• The special reservation department will reserve an of transfer, e.g. lack of a visa, expired passport, etc, Unless
appropriate seat where the equipment will be installed. ordered otherwise by authorities refusing entry, an (INAD) must
Therefore passenger must be seated on designated seat be carried outbound again on a flight of the inbound carrier.
• If the equipment does not need to be installed under a certain
seat, a seat reservation is not mandatory
•
• Inadmissible Passengers are passengers, who are refused • TRC shall informs PIC CDC verbally till arrange all
admission to a country by authorities of such country, eg, due information regarding above mentioned passenger in form
to lack of a visa, expired passport, lack of funds or suspected AB-OMS-PR25-FM0Jin TRC note
intent to illegally take up employment.
• According ICAO carrier as an operator is obliged to transport
back any of its passengers declared INAD upon arrival, to the 11. Special passengers 11.9 Deportees
point where the person started his journey or any place where
Deportees Definition: Deportee" means a person who had
the person is admissible. INAD may or not be escorted
legally been admitted to a country by its authorities or who had
according to situation, but shall be treated according to
entered a country illegally, and who is at some time later is
customer instructions
formally ordered by the authorities to be removed from that
country.
11. Special passengers 11.8 CONT Inadmissible • There are two types of deportees:
passengers 1. Deportee accompanied by an escort (DEPA)
2. Deportee unaccompanied (DEPU)
Inadmissible passenger handling procedures
• Deportee is normally departed to his home country
• Return to the point where the passenger commenced his • As the carriers are responsible for the safety of their
journey, or any place where the passenger is admissible passengers, carriers are entitled to be informed by the
• IAB staff shall ensure INAD pose no danger or security risk deporting authorities about reasons of the deportation
to the flight Organization and coordination Stations must • The carrier has the right to insist on an escorted, provided by
organize and co-ordinate INAD transportation with the local the deporting authorities, if necessary
authorities,
• Consulates/embassies concerned and with on-line stations
11. Special passengers 11.9 CONT. Deportees
and final destination
• Documents: Passenger will carry on his own documentation • The carrier is not responsible or liable for the deportee
• Information: PIC and crew must be informed and aware reaching the destination specified by the deporting authorities
about INAD seating location except if overruled by applicable law or governmental
• Bearding: Recommended to pre board INAD regulations, If the deportee physically resists to board the
• Reporting: Cartier must be notified about INAD and reason aircraft he/she must be excluded from carriage and the
of refusal of entrance must be include INAD and his seat transportation must be refused by the station.
• In general Deportee must not be handcuffed
• IAB staff shall ensure deportee pose no danger or security 11.11 CONT. Disruptive passenger
risk to the flight
 Making threats (includes all types of threats,
 Check-in
 whether directed against a Person eg, threat to injure
 Validity of documents (visa, passport, etc.) must be re-
someone, or intended to cause confusion and chaos such as
checked at check-in.
statements referring to a bomb threat, or simply any
 Deportees must be treated with the same courtesy as any
threatening Behavior that could affect the safety of the
other passenger
crew, passengers and aircraft)
 Seating
 Sexual abuse/harassment.
 Do not seat deportees or their escort in emergency exit rows,
 Another type of riotous Behavior examples include
preferably seat them on window or middle seats in the rear
screaming, annoying behavior, kicking and banging heads
section of the cabin and if it is possible leave the seat beside
on seatbacks/tray tables
them not occupied
 Disruptive passenger procedures
 No assignment I seats near the aisles or the emergency
11. Special passengers 11.10 Disruptive passenger exits
 Unruly passenger incidents are much more difficult to
 Definition:
handle and have potentially more serious consequences in
 Misbehavior due to alcohol or drug consumption, not abiding
the air Therefore, a passenger who is thought could cause
to no-smoking rule or, law, aggressive ,intoxicated, under the
disruption in flight must not be boarded until the assessor is
influence of drugs or alcohol due to other reasons (not
confident that this person poses no risk Whenever its
comply with company regulation)
considered necessary to make a formal assessment of a
 How to recognize disruptive passenger
passenger's acceptability for travel, the Commander of that
 illegal consumption of narcotics
flight Boarding before or after all the other passengers, in
 Refusal to comply with safety instructions examples include
according to the carriet instructions and the Commander of
not following Cabin Crew requests, e.g. Instructions to fasten
the flight
a seat belt, not to smoke, turn off a portable electronic device
 Boarding Gate
or disrupting the safety announcements)
 A passenger's state of agitation, anxiety or intoxication may
 Verbal confrontation with crew members or other
not be recognized until his or arrival at the boarding gate In
passengers; Physical confrontation with crew members or
addition his or her condition could have changed from the
other passengers; Uncooperative passenger (examples
point of check-in to being called to board the flight. A
include interfering with the crew's duties, refusing to follow
passenger availing his or herself of early Check-in or
instructions to board Or leave the aircraft);
 subject to delay in departure time may account for an  PIC shall be informed about passenger and his seat number
advanced state of insobriety in case of acceptance assuring this PAX shall not cause risk
 Post Incident to the flight
 The Pilot in Command should report whenever a serious IAB is entitle to
passenger disruption occurs • Develop a Zero Tolerance Unruly Passenger policy
 during check-in according to company policy • Develop Unruly Passenger Prevention and Management
 If deemed necessary, the operator might request to be met procedures
on arrival by local law enforcement authorities and a
representative of the air carrier if they consider that criminal
prosecutions desirable. The crew should record contact 11. Special passengers 11.11 Delivery at aircraft
information of all passengers who witnessed the incident, as
Delivery at aircraft procedure
their testimony might be required in later legal proceedings
The perpetrator should be • At check-in, fully collapsible baby strollers and pushchairs,
 In dealing with unruly passengers staff should not Allow wheelchairs mobility devices have to be labeled to the final
themselves to be intimidated by a passenger's class of travel destination with the DAA tag and tag number has to be
or card status, by threats of complaints to senior entered into DCS.
management or by similar bullying tactics. IAB will give • At Gate Upon boarding the passengers have to be informed
full support to staff that act within the guidelines of this to leave the DAA items at the bottom of the aircraft stairs. If
policy in order to defuse an incident Shall be informed of any applicable DAA item has not received a delivery at
the circumstances. Police report issuance in case of not aircraft tag at check-in, it is now the gate agent's duty to tag
complying to company rules these items and to enter the tag number into DCS.
 IAB staff shall Get support from duty manager • At the aircraft
 Careful inspection of passengers and their hand and stowed • In order for the DAA procedure to work, the passenger must
luggage be informed at the aircraft side where to leave/retrieve the
 In case of passenger out of control, warm of refusal of hand luggage
carriage next step police report next step send report to the • NOTE: For baby strollers and wheelchairs, the Loadmaster
customer carrier and refuse passenger of carriage shall communicate to the person in charge of sending
 IAB station controller shall send report to the customer LDM/CPM messages, the number of pieces and the loading
carrier with all necessary detail position
• Delivery at aircraft baggage is carry-on baggage loaded in
hold at the time of boarding and returned to the passenger
 when disembarking, i.e. at the aircraft stairs or at the loading 11. Special passengers 11.14 Refusal of Passengers
bridge.
• Company may refuse to carry a passenger on his journey
• NOTE : If used for carry-on baggage, the weight is part of
the carry-on baggage allowance. • or onward journey if he has been notified you in writing that
the Company would not at any time after the date of such
notice carry him on Company's flights. Further on the
11. Special passengers 11.12 Over Sales Company is entitled to refuse carriage if :
• such action necessary to prevent violation of any applicable
Definition : Overbooked passengers are charterer's laws,regulations, or orders of any state to be flown from, into
responsibility, alternate transportation have to be arranged. As or over, or the carriage of the passenger causes security risks,
long as: health or discomfort for other passengers, or
• No passenger available for disembarkation (PAD) had been • the conduct, age, or mental or physical state, including the
accepted. All flight coupons are correctly checked and all passenger impairment from alcohol or drugs presents a hazard
accepted passengers names are listed on the flight PNL. or risk to himself, to crew, or to property, or
• All flight coupons are correctly counted and it's matching • the passenger has committed misconduct on a previous flight,
with number of seats which have been used. and the company has reason to believe that such conduct may
 Procedures be repeated, or
 Volunteer announces should be done to find volunteer • the passenger has refused to submit to a security check, or
might want Hotel accommodation and light refreshment in • the passenger has not paid the 55KALERTOPP& Maxes, fees
case of no available flight or charges, or
 Full report by names off all passengers not boarded must be • the passenger does not appear to have valid travel
sent to the respective carrier to delay his flight documents, may seek to enter country through which the
 Alternative flight should be booked passenger passenger may transit, or for which the passenger does not
have valid travel documents, destroys his travel documents
during the flight or refuses to surrender his travel documents
11. Special passengers 11.13 Service Animals to the flight crew, against receipt, when so requested, or
• Service Animals : As per the operating airlines acceptance • the passenger presents a Ticket that has been acquired
policy, accept passengers with certified service animals into the unlawfully, or has been reported as being lost or stolen, is a
cabin, and provide appropriate seating with room for both the counterfeit, or he/she cannot prove that he/she is the person
passenger and the animal, including additional floor space where named in the Ticket, or
mandated and as per operating airline policy
• the passenger fails to observe our instructions with respect to Such baggage may include :
safety or security, or • musical instruments-works of art-electronic equipment -
• the passenger fails to observe the non-smoking rule on board diplomatic baggage, valuable baggage
our aircraft or use of electronic equipment on board which
Acceptance procedure:
you are not allowed to
• The maximum authorized weight per seat is 75 kg / 1105 lbs.
• It must be possible to properly secure the item on the seat.
11. Special passengers 11.15 Suspect Unfit to fly passenger • It must be within the maximum allowed dimensions as below.
Suspect Unfit to fly passenger • It must be packaged or covered in a manner to avoid possible
injury to passengers and cabin crew members.
If IAB check-in agents suspected passenger to be • It must not obscure any passenger's view of the seat belt sign,
• Looks unwell or acts strangely no smoking sign or required exit sign
• Is coughing persistently
• Is short of breath without any effort (talking only) 11. Special passengers 11.17 Items removed from a
• Is vomiting passenger's possession by security personnel
• Has a visible rash compatible with a communicable disease
• When an item is removed from a passenger for security
• Appears to be in a late stage of pregnancy and has no medical
reasons after check-in, the following shall be applied.
clearance
• Security removed items shall be suitably packed and the
• Is confused, particularly if travelling alone
passenger shall be requested to complete a name & address
• Appears intoxicated
label which shall be affixed to the package; it shall not be
• Uses oxygen and has no medical clearance apparent from the outside of the package that it contains a
• A customer, who has not been medically cleared, mentions a security removed item.
history of recent illness or injury • A Limited Release baggage tag shall be prepared and
attached to the package.
• The package shall be carried on the aircraft in a location not
11. Special passengers 11.16 Baggage in cabin (CBBG)
accessible during the flight
Baggage in cabin, due to its nature
• is not suitable for loading in hold. Such baggage may be
carried in the cabin, provided the conditions mentioned in this
topic are met
 • Aircraft times (arrival- departure)
12. Communication procedures • Irregularities Special service needed at the destination
Communication Procedures • Loading messages
• Flight reports Delay description
• Controlling and supervising punctual and regular operation • Tour operator details
of IAB customer carriers, they are also the basis for • Revenue collection
coordinating aircraft and crew rotation.
• No show reports
• All stations report departures, arrivals and delays by sending
• Go show reports
a departure, arrival or delay message as appropriate
• Send all handling messages (MVT, LDM, PSM, PTM....etc.)
• The message shall be sent immediately after the departure or
to carriers and Cairo
arrival of a flight or whenever a delay of more than 15
minutes is expected. All times, used in messages, must be in
 Messages or reports related to the customer carrier such
UTC
as but not limited to
• Send information and data associated with the PAX, bags,
 Make sure that the MVT message is send immediately after
ULDs and total bulk load onboard each flight
air-Born (maximum5minutes)
 In case of delay more than 00:15 minutes ED message
• There is a priority coding for speed of delivery, and this should regularly sent Send all handling reports required by
coding is reflected in the charge made for utilizing the carriers
system. The coding are:  Prepare detailed flight reports Maintain flight files/manuals
 Producing all kind of reports required by the company or
QS Only for messages concerning the safety of human lives, airlines
related to aircraft accidents or incidents, Never use this  Prepare monthly flights statistics
priority indicator for other types of message, this will be  Reporting irregularities
checked by SITA
QU To be used for movement, delay, AOG message and for Times definition:
matters of extreme urgency.  ETD: Estimated Time of Departure,
QD To be used for all other types of messages.  ATD: Actual Time of Departure, consisting of off block
time (time when the aircraft moves physically from the
• Messages or reports related to the customer carrier such as stand, self or push back) and airborne time (time when the
but not limited to aircraft actually takes off.
• Passengers • Baggage  ETA: Estimated Time of Arrival
  ATA Actual Time of Arrival, consisting of touch down 2- Aircraft Messages
time (time when the aircraft actually touches the ground)
 Actual arrival • Actual departure
on block time (time when the aircraft comes to stop at the
 Return to ramp • Estimate arrival
parking.
 Estimate departure • Estimate Off Blocks
Station controller  Estimate On Blocks
• Station controller is the responsible to send and receive all
messages from carriers in order to inform carrier about all 13. Carrier special instructions
times and needed information
• LLP, LLC
• Keeps all sections up dated by information relating to
• Special items don't form part of excess weight
departures and arrival timings.
• EDW
• Co-ordinates with all departments/sections at the airport and
• Allowance for economy 1 x 23 kg/economy 2
passes information and messages to all concerned to secure
• Infant 01 23kg
all services required for the departing and arriving aircraft.
• x 23 kg
• Send all handling reports required by IAB Customer Carriers.
• All sport equipment (category normal) are free of charge
• Prepare detailed fight reports Send all handling messages
if within the free baggage allowance of the ticket
(MVT, LDM PSM, PTM...etc.) to carriers and Cairo
operation must always copied, • GMI
• Make sure that the MVT message is send immediately after • Travelers with more than 28 days of stay, the free baggage
air Born 5 minutes. allowance rises up to 30 kilos, Germania has a zero
toleranc
12.1 Messages • Holders of the TUI Gold Card have 30 kilos free baggage
There are 02 types of messages allowance for up to 6 guests on the same booking
• Hand baggage must not weigh more than 6 kilos
1- Passenger Handling Messages
• Infants under 2 years have 10kge hand baggage
 Passenger transfer message (PTM) • NVR
 Passenger Service Message (PSM) • Novair allowance 20 KGS in total (Cabin Bag + Hold
 Seat occupied message (SOM) Bag) our flights with a flexibility not to argue or charge
 Load Distribution Message them if they only have 02 KGS extra per person
 Statistical load summary (SLS) • ISS
• Max hand bag is 08 KG 23Kgs for Adult/Child, 10Kgs for 14. Dissemination information procedures
Infant
• Disseminate information to load control office
• Special items don't form part of special equipment.
• Business Class 1 Piece max:30Kgs for Adult/Child 10Kgs • Disseminating information to/from the corporate and any
for Infant other sources, as appropriate to ensure awareness by Head
• ATTN!! The second piece for Economy Class or the third quarter and station personnel of compliance with applicable
regulatory and customer airlines requirements that might
piece for Business Class will be considered an extra bag
impact
even if the weight is within the allowance permitted
• No Baggage included for Adult and Child on fare classes • operational functions.
A-P-R-L-V-U-N-X • Open reporting system that permits station personnel to
• ISS report operational hazards and deficiencies to management
• Delivery at aircraft baggage is NOT applicable on and ensure all information sent to all operational
Meridiana fly flights
• MERIDIANA FLY APPLIES A 0 (ZERO) TOLERANCE
14. CONT. Dissemination information procedures
POLICY ON EXCESS BAGS
• Special equipment will form part of the normal baggage Flight Information : After check-in closure its customer
allowance and some will not. service supervisor responsibility to fill out for number IAB-
• OAW QMS-PR33-FM01 to load control office.
• Tolerance is 02 KG if allowance 20 and bag show 24 PAX Customer service supervisor.
will pay 02 KGS
• item heavier than 25kg shall be treated and clearly marked • Customer service supervisor shall document all flight
as "HEAVY ITEM figures manually in for IAB-QMS-PR33-FM01 all data
• (infants) have no baggage allowance when booked in related to flights such as;
HELRES, but booked via GDS systems holding a ticket / • Passenger number and their weight Baggage number and
booking showing 10 Kgs their weight
• item heavier than 25kg shall be treated and clearly marked • Heavy items
as "HEAVY ITEM • Items exceed normal allowance and dominations
• Special items baggage shall not be overruled weight • Any special loads that do not comply with conventional
concept. 05 aircraft loading weight allowances.
14. CONT. Dissemination information. procedures 15. Data protection and security
IAB load controller shall arrange Information Security
• Weight and balance pre calculation when applicable  The passenger's privacy has to be protected in passenger
• A weight calculation that does not exceed the structural services to the highest possible extend
limits of the aircraft type;  Written or verbal information on passengers, their data and
• An accurate balance calculation that results in a center of itineraries is a matter of data protection and may not be
gravity within fore and at balance limits for the aircraft forwarded to a third party
type NOTE
• Load planning that produces instructions to ensure aircraft
are loaded in accordance with all applicable requirements  violation of this rule might lead to legal action against OS.
• Weight and balance calculations Are based on current  On flights to from the US and Canada we are forced to
aircraft weight and balance data; record and transmit personal passenger information to the
• Weight and balance calculations Consider limitations US and the Canadian Authorities for
defined by the manufacture and/or imposed by the  early identification of individuals pursuing terrorist
customer airline; objectives
• Weight and balance calculations Take into account the  Only the Department Corporate Security and the Legal
previously planned load. Department are authorized to disclose information to third
parties about passengers on a live, terminated, past or
• Load control process utilizes passenger and baggage
future flight .
weights for weight and balance calculations that are in
accordance with requirements of the customer airline
15. Data protection and security

14. CONT. Disseminations information procedures Information Security

 Information requests from third parties tauthorities, press,
IAB load controller shall arrange private persons) have to be handled according to the
• Ensure aircraft weight and balance calculations for each company policy as following:
flight account for persons traveling on crew seats NOTE
 The requirement for TPMS upon arrival of the flight is
existing at certain destinations and may be followed
 PRESS REQUESTS • Combustible material could be found in the interior of
• Contact with the press is only permitted through the cabin (decoration, seat cushions, floor carpeting etc..)
press/external communication department
16. Abnormal and emergency procedures (fire, dangerous
• Information requests by any press media for eg interviews
goods, security, other)
filming have to be coordinated accordingly
PRIVATE REQUESTS Fire Types:
• Information on the individual booking and the data stored • A: Flammable solids wood, paper, fabric, blankets, seats,
within or in the respective passenger profile, e.g. M&M cushions, clothing, etc.
profile may only be given to the affected passenger • B: Fuel gasoline, kerosene, fat, etc.
him/herself. • C: Electrical, electrical unit, such as ovens, hot cups, coffee
• Information about an Unaccompanied Minor may be makers, toilet water heater, toilet flush motor, etc.
given to parents or legal.
Types of fire that could occur on board an aircraft are:
Document protection and security
 Fabric/Paper can occur anywhere but most likely from cabin
• For security reason, station organizations must have a furnishing, waste bins in toilets and galleys. These fires can
procedure in place, which prevents unauthorized use and be caused by cigarettes
access to un-issued (blank) boarding passes.  Grease/Fat/Oil most likely to occur in the galley ovens
• All station material (boarding cards, bag tags, immigration caused by meal spillage
cards. ETC) Shall be stored in lock place, passengers data  Electrical can occur anywhere but particularly in the Flight
shall be prohibited of dissemination or publish for any Deck, galleys or toilet areas. Electrical fires have a
16. Abnormal and emergency procedures (fire, dangerous characteristics acrid smell and may make a crack sparkling
goods, security, other) noise.

• Fire :There are three basic ingredients necessary to sustain Types of fire
a fire  Class A- solids: Remove the source of oxygen or heat by
- Oxygen - Heat - Fuel smothering the fire with a blanket(better if wet), preventing
• A fire cannot burn without oxygen, heat or material. oxygen from feeding the fire.
• Oxygen is present by air conditioning and pressurization. - Use fire extinguisher and if possible damp down with
• Heat is generated by electrical circuits or negligent water.
behavior of person.  Class B-fluid: Use fire extinguisher (NO WATER).
 Class C- electrical:
 • Pull circuit breakers, o Ensure the fire is out.
• Use fire extinguisher (NO WATER).
• Fire Fighting Team
17. Health and safety
 Firefighting procedure involves three people:
- In general, health and safety law applies to all businesses, no
• the firefighter • the communicator •the helper matter how small.
1- Fire Fighter: - As an employer, or a self-employed person you are
responsible for health and safety in your business.
o Identify source and type of fire. - You need to take the right precautions to reduce the risks of
o Remove the electrical power from affected area. workplace dangers and provide a safe working environment.
o Attack fire immediately using the appropriate means.
We cover following topics
o Attract the attention of other crew.
o Inform as soon as possible the Commander • Aircraft turnaround • Assisting disabled passengers
• Baggage handling • Musculoskeletal Disorders (MSD)
2- Communicator:
• Working at height
o Alert the Commander
o Provide continuous communication with the Commander.
o Who is speaking and position. Type and location of fire. 17. Health and safety 17.1 Aircraft Turnaround
o Action being taken. - Health & Safety during Aircraft Turnaround
o Whether the fire is increasing or decreasing in intensity.
• Turnaround times have become increasingly shorter with
o How much smoke has been generated.
many activities being undertaken, often by different companies.
o How many fire extinguishers have been used.
o How passengers are behaving. During a turnaround typical activities may include:

3- Helper:  approaching aircraft with engines running

 passenger disembarkation and embarkation
o Assist fire fighter.  baggage/cargo handling
o Collect fire fighting equipment.  aircraft maintenance
o Move passengers from area.  fueling
o Remove oxygen bottles/flammable items  de-icing;
o Keep communicator informed  catering provision
 cleaning.  When designing new and newly refurbished aircraft take
into account the needs of disabled and reduced mobility
passengers
• General precautions to reduce the risk of injury during turnaround  Provide and maintain suitable equipment for boarding
aircraft that minimizes risks to staff and passengers
- All companies involved in the turnaround, whether they are
 Train all persons providing assistance in the safety measures
the airline, airport operator or a service provider, should
required and how to safely use any equipment provided
 assess the risks to their own employees and put in place
measures to control these risks;
 assess the risks to other employees and put in place 17.3 Baggage Handling
measures to control these risks;
 co-operate and co-ordinate with all of the other employers • Baggage handling
involved in turnaround;  The manual handling of baggage and cargo onto and off
 have in place a system to control and manage any aircraft presents a risk of manual handling injury to the
contractors; ground handlers involved in these tasks. Similar risks are
 have in place a system to monitor the activity at the also present where baggage can be manually handled, for
turnaround example security check-points, passenger check-in desks etc.
The main risk factors associated with manual baggage handling are:
17.2 Assisting disabled or reduced mobility passengers
 pushing and pulling the equipment involved.
Assisting disabled or reduced mobility passengers  handling baggage inside the aircraft hold in particular
stacking the bags.
- Assisting passengers who are less mobile or require use of a
 the frequency and the weight of the bags handled,
wheelchair can present a risk of sprain, strain or back injury to
 handling bags below knee height and above shoulder height.
those people assisting them.
 handling with the hand extended far from the lower back.
• Measures should help reduce the risk of injury.  and a lack of effective management and supervision of the
 Make available information about services or arrangements activity
to these passengers. 17. Health and safety 17.4 Working at Height
 Ensure information is passed on accurately from booking
agents to those persons involved in providing the assistance
to these passengers
 - Each year in the air transport and aviation industry, Unprepared Emergency Evacuation Procedures
receives reports of employees injuring themselves after failing
• PRIMARY DUTY Open door/exit and get Passengers out
from a height
as soon as possible.
• SECONDARY DUTY Re-direct passengers to usable exit
 Many of major injuries occur during:
and direct passengers evacuation clisuring the fastest flow
• Aircraft maintenance, rate possible
• Getting in or out of aircraft,
• Working on or from service equipment such as belt leaders,
catering high loaders etc
General precautions to reduce the risk of a fall

• Where possible, avoid work at height

• Provide working platforms with suitable edge protection
• Ensure that any adjustable edge protection has been
properly set
• Provide suitable edge protection or keep shut any openings
in the aircraft fuselage
• Make sure that the access equipment used is stable
• Maintain the access equipment
• Train the people using the access equipment to use it in a
safe and proper manner
• Monitor the people undertaking the work to ensure that
they follow your procedures in a safe manner

18. Emergency response procedures

Emergency response procedures

- Be alert to signals that a possible emergency may exist

• Unusual Noises, • Sparks, Smoke
• Impact forces, • Abnormal aircraft attitude