Passenger handling trainee

workbook

Dr/ Abdulaziz Shoudry

By/Anmar Emad

ID/2241417

Corse name/ Airlines services

Activity (1)

a. Safety

GOM Reference: 3.1.2 – Safety First

Contribution:

• Strictly adhere to safety protocols and guidelines when guiding or assisting passengers,
especially during boarding, disembarking, and shuttle transport.

• Report safety hazards immediately (e.g., spills, damaged equipment, unaccompanied

baggage) through the proper safety channels (e.g., Safety Management System - SMS).

• Ensure safe movement of passengers, especially people with reduced mobility (PRM),
by using appropriate equipment and trained personnel.

• Participate in safety training and refreshers as required to stay compliant with

operational and regulatory standards.

• Promote a "Just Culture"—encouraging the reporting of incidents or near-misses

without fear of punishment to enhance a safe work environment

b. Service

GOM Reference: 3.1.3 – Service Excellence

Contribution:

• Greet passengers warmly and professionally, maintaining a respectful and helpful

attitude.

• Provide clear, accurate, and timely information (e.g., gate changes, delays, boarding
times).

• Ensure PRM and VIP services are prioritized and delivered with care, as per standard
procedures.

• Handle complaints or concerns with empathy and efficiency, escalating to supervisors

when necessary.
 • Ensure the cleanliness and readiness of check-in areas, lounges, and boarding gates
to enhance passenger experience.

c. Punctuality

GOM Reference: 3.1.3 – Operational Efficiency & Timeliness

Contribution:

• Ensure all passenger handling tasks (e.g., check-in, boarding, documentation checks)
are completed on time and without errors to avoid delays.

• Collaborate closely with other departments (baggage, ramp, security) to maintain

synchronized workflow.

• Proactively monitor flight schedules and anticipate challenges (e.g., high passenger
loads, connecting flights) to prevent last-minute disruptions.

• Use time management and prioritization skills to balance service delivery with the
need for on-time performance.

• Ensure boarding processes start and finish on schedule, maintaining coordination with
cabin crew and flight dispatchers.

Activity (2)

How to Maintain Security of Check-in Materials:

1. Access Control:

o Only authorized personnel should have access to check-in counters, equipment, and
materials (e.g., boarding passes, baggage tags, airline documents).

o Use personal ID cards or biometric access to restricted areas.

2. Secure Storage:

o Store sensitive items such as manual boarding passes, bag tags, excess baggage
receipts, and flight manifests in locked cabinets or drawers.
 o Keep unused forms and documents in secured areas when not in use.

3. Regular Audits & Accountability:

o Maintain logs or sign-out sheets for critical materials.

o Perform regular inventory checks to ensure nothing is missing or misused.

4. Prevent Unauthorized Use:

o Never leave check-in materials unattended or accessible to unauthorized persons.

o Log out of DCS (Departure Control Systems) and other airline systems when not in
use.

5. Report Suspicious Activity:

o Immediately report any lost, stolen, or suspicious items or behaviors to a supervisor or

security.

Consequences of Not Maintaining Security:

1. Passenger and Flight Risk:

o Unauthorized access to check-in materials can lead to security breaches, unauthorized

boarding, or even criminal activity like human trafficking or smuggling.

2. Operational Disruption:

o Tampering with boarding passes or baggage tags can result in misconnections, delays, or
baggage mishandling.

3. Legal and Regulatory Action:

o Breaches can lead to violations of GACA (General Authority of Civil Aviation) and
ICAO security regulations, resulting in penalties or license suspensions.

4. Disciplinary Action:
o Employees responsible for negligence or misconduct may face disciplinary measures,
including termination of employment.

5. Loss of Trust and Reputation:

o Breaches can harm the airline’s or SGS’s reputation with stakeholders, airlines, and
passengers, affecting future business.

Activity (3)

How to Keep the Work Area Safe, Clean, and Tidy at All Times

Maintaining a safe, clean, and organized work area directly contributes to the
professional image of SGS and enhances operational safety and efficiency.

What You Can Do:

1. Clean As You Go:

o Wipe down counters, keyboards, and shared surfaces regularly.

o Dispose of trash immediately in the proper bins.

2. Organize Work Materials:

o Keep documents (boarding passes, baggage tags, etc.) sorted and secured.

o Avoid clutter on the desk to allow smooth operations and reduce mistakes.

3. Secure Cables and Equipment:

o Make sure cables, printers, and other electronic devices are neatly arranged to
prevent tripping hazards.

4. Report Hazards Immediately:

o Inform supervisors about spills, broken furniture, or faulty equipment.

5. Follow PPE and Safety Guidelines:

o Wear uniform and personal protective equipment (PPE) properly when required.
 o Ensure your area complies with all health and safety standards.

6. Regular Inspections:

o Perform quick daily checks to ensure everything is in place before and after your
shift.

Consequences of Not Keeping the Area Safe, Clean, and Tidy:

1. Injury or Accidents:

o Spills or disorganized items can lead to slips, trips, and falls.

2. Operational Delays:

o Misplaced documents or equipment can cause check-in delays and passenger

dissatisfaction.

3. Negative Image:

o A messy or unsafe work area projects an unprofessional image of SGS and can affect
airline partnerships.

4. Health Hazards:

o Poor hygiene can lead to spread of germs, especially in high-traffic areas like check-in
counters.

5. Disciplinary Action:

o Continuous negligence can result in warnings, retraining, or job suspension.

Activity (4)

Task Reason

To ensure the accuracy of the

1. Review the booking status to passenger data before check-in begins
match and confirm the Passenger and avoid boarding issues for late
Name List (PNL) and Additions and additions or cancellations. This ensures
Deletions List (ADL) all eligible passengers are accounted
for.

2. Block seats for security officers, To meet operational, regulatory, and

crew, weight and balance, stretcher safety requirements, and to avoid
case, and seats which are assigning these seats to regular
unserviceable passengers by mistake.

To ensure correct seat assignment and

cabin layout based on the actual
3. Confirm the seating plan is set
aircraft being used, which may vary
according to the actual aircraft type
from the scheduled type. This prevents
and version
seat duplication and configuration
errors.

To stay updated on the current flight

4. Review the boarding time,
status and provide accurate, up-to-date
departure time, and gate, obtaining
information to passengers during
reasons for delays from the
check-in, improving service and
Supervisor
managing expectations.

To ensure that special needs

5. Check the passenger list for special
passengers are handled with care and
passengers (e.g., VIP, WCH, UM,
seated appropriately to meet comfort,
families, infants, etc.) and pre-assign
assistance, and safety requirements.
 seating as per operating airline policy
and according to the aircraft type

6. Prepare seating for families To keep families seated together for

traveling with infants or children, if convenience and safety, and to comply
not pre-reserved, as per operating with airline policy and passenger
airline policy satisfaction guidelines.

Activity (5)

Task Expected Duty as a Queue Comber / Floor Walker

1. Confirm final
Ensure passengers are in the correct terminal or
destination with
airline zone, reducing confusion and improving
passenger and guide
check-in efficiency. This avoids misdirection,
passenger to relevant
especially for code-share or transit passengers.
check-in area

Proactively screen for common issues (like

2. Comb queue to
overweight luggage or expired documents) before
identify guests with
check-in to prevent delays and reduce stress for
excess baggage, check
both staff and passengers. Escalate any issues early
passport validity
to minimize disruptions.

Identify passengers for near-departing flights

3. Prioritize flights as per
(based on Scheduled Time of Departure) and fast-
STD and call forward
track them through the line to support on-time
any passengers
departures and avoid flight delays.

4. Provide assistance to
Support passengers in using self-check-in kiosks,
passengers with self-
helping reduce line congestion and improving
service check-in
 overall passenger flow and experience. Especially
helpful for elderly or first-time travelers.

Activity (6)

Check Item Your Responsibility Consequences if Not Done

Ensure all required travel - Passenger may be denied

documents (passport, visa, entry at destination. -
11.7.1.1
ticket, etc.) are valid, match Airline may be fined for
Standards of
the booking, and comply deportation or
Documentation
with the destination immigration violations. -
Checks
country’s immigration Risk of illegal travel or
rules. security breach.

Verify ticket and travel

- Possibility of boarding
documents against the
unauthorized or ineligible
Documentation booking and passenger
passengers. - May lead to
Check name. Ensure that
flight disruptions or legal
documents are not expired
issues for SGS and airline.
or fake.

- Risk of identity fraud or

Confirm that the passenger
unauthorized travel. -
matches the photo ID
Identity Check Security threat if the
(passport/National ID) and
person is traveling under a
booking name.
false identity.

- Conducting checks in
Conduct checks at
Location of improper areas may lead
designated secure areas:
Checks to bypassing security
check-in counters,
protocols. - Weakens
 document verification control and accountability
points, and boarding gates. in passenger handling.

Observe and identify any

suspicious behavior, - May result in boarding
inconsistencies in travel high-risk or dangerous
11.7.2 Passenger
history, or lack of individuals. - Failure to
Profiling
knowledge about travel report threats could
plans. Alert security if endanger flight safety.
necessary.

- Not asking proper

questions may allow
Ask security profiling
prohibited items or
11.7.2.1 questions (e.g., reason for
unaccompanied baggage
Description of travel, who packed the bag,
onto the aircraft. - Missed
Questions knowledge of contents)
red flags may lead to
calmly and respectfully.
serious aviation security
violations.
Activity (7)

Provide examples below of two safety questions and two examples of security questions
you may ask the passenger at check-in. (SGS GOM 3.6.2)

Safety:

1. "Are you carrying any hazardous materials such as flammable liquids, batteries, or gas
canisters in your baggage?"
To ensure compliance with dangerous goods regulations and prevent in-flight hazards.
2. "Have you been advised on the airline’s safety requirements for traveling with infants or
medical equipment?"
To ensure passengers are aware of specific safety measures or approvals required before
boarding.

Security:

1. "Did you pack your bags yourself?"

To determine if the passenger has full control over their luggage and minimize the risk of
carrying prohibited items placed by others.
2. "Has your baggage been with you at all times since you packed it?"
To identify possible tampering or unauthorized access to the luggage.

Activity (8)

Refusal of Carriage (SGS GOM 3.7.1.1)

Responsibility:

1. Refuse to accept any baggage that contains prohibited or restricted items (e.g. explosives,
flammable liquids, or corrosives).

2. Ensure passengers are aware of carriage rules and clearly explain the reason for refusal
with reference to airline and security policies.
Limitation of Liability (SGS GOM 3.7.1.2)

Responsibility:

1. Inform passengers that the airline has limited liability for valuables (e.g. cash, electronics,
jewelry) in checked baggage.

2. Ensure that passengers are offered the option to declare high-value items or sign a
Limited Liability Waiver if required.

Checked Baggage Labeling - Tag (SGS GOM 3.8)

Responsibility:

1. Properly tag each piece of baggage with correct flight number, destination, and passenger
name.

2. Attach Name Tags and Baggage Tags securely and confirm system entry to ensure
traceability in case of mishandling.

Transfer Baggage (SGS GOM 3.8.1)

Responsibility:

1. Ensure transfer baggage is correctly tagged with final destination and transfer flight
details.

2. Inform passengers of transfer procedures and baggage re-check requirements, especially

for interline or international connections.

Limited Release Baggage (SGS GOM 3.8.2)

Responsibility:

1. Issue a Limited Release Tag (LRT) for baggage that is damaged, poorly packed, or
accepted late.

2. Inform the passenger of the airline’s limited responsibility and obtain a signed
acknowledgment.
Animals in Hold – AVIH (SGS GOM 3.8.4)

Responsibility:

1. Verify that animals are in IATA-approved containers, with proper documentation and
labels.

2. Coordinate with ramp and loading teams to ensure safe, temperature-controlled

placement in the aircraft hold.

Dangerous Goods in Checked Baggage (SGS GOM 3.8.5)

Responsibility:

1. Check baggage for any dangerous goods declared or suspected (e.g., lithium batteries,
aerosols).

2. If identified, refuse the item or have it removed from the baggage in accordance with
DGR (Dangerous Goods Regulations).

Handling and Boarding Weapons (SGS GOM 3.14)

Responsibility:

1. Verify that the passenger has a valid permit and airline/security approval to carry a
weapon.

2. Ensure weapons are unloaded, secured, and checked through the proper procedures in
coordination with airport security and airline policy.
Wheelchair Assistance (WCHR, WCHS, WCHC) (SGS GOM 3.8.6)

Responsibility:

1. Identify passengers who require wheelchair service and tag both passenger and chair
correctly.

2. Coordinate with PRM (Passengers with Reduced Mobility) team to ensure assistance
throughout the journey, including at gates and aircraft doors.

Short Connection Baggage (SGS GOM 3.8.8)

Responsibility:

1. Tag short-connection baggage with priority labels to ensure fast unloading and re-
loading.

2. Inform transit teams about short minimum connecting time (MCT) and mark bags in the
system for urgent transfer.

Activity (9)

Unchecked Baggage – Staff Responsibilities

Carry-on Baggage (SGS GOM 3.9.1.2)

1. Ensure carry-on items meet the airline’s weight and size restrictions (e.g. 7kg for
Economy, 9kg for Business/First Class).

2. Verify that no dangerous or restricted items are carried in cabin baggage.

Special Baggage Carried in the Cabin (SGS GOM 3.9.1.3)

1. Ensure items like musical instruments or fragile valuables meet size limitations and are
approved for cabin transport.
2. Confirm that the passenger has paid for an additional seat (if required) and the item is
securely fastened during flight.

Free Unchecked Baggage Allowance (SGS GOM 3.9.2)

1. Advise passengers of their free allowance based on ticket class and airline policy.

2. Prevent boarding with extra unchecked baggage unless excess baggage procedures are
followed.

Delivery at Aircraft (DAA) (SGS GOM 3.9.3)

1. Tag oversized or restricted carry-on items as DAA (Delivery at Aircraft) for collection at
the aircraft door.

2. Inform passengers of the drop-off and collection process, especially for baby strollers or
wheelchairs.

Pets in Cabin (PETC) (SGS GOM 3.9.4.1)

1. Verify pet acceptance conditions: small size, approved container, valid documents.

2. Ensure pet remains in the container throughout the flight and is booked as PETC in the
system.

Service Animals (SVAN) (SGS GOM 3.9.4.2)

a. General Acceptance Rules

1. Verify that the service animal meets acceptance conditions (e.g. guide dog for the
blind).

2. Confirm that the passenger has notified the airline in advance and has relevant
documentation.
b. Seating

1. Assign suitable seating where the animal can sit without blocking the aisle or exits.

2. Coordinate with the airline if special seating is needed for medical or legal reasons.

c. Standard Documentation

1. Check for medical letters, training certificates, or required import/export permits.

2. Ensure compliance with destination country regulations.

Acceptance Regulation for AVIH (SGS GOM 3.8.4.1)

1. Ensure the animal meets the airline’s health, breed, and size requirements for checked
transport.

2. Confirm advance booking and that animal is listed as AVIH in the system.

Container for Transportation (SGS GOM 3.8.4.2)

1. Inspect pet container to ensure it’s IATA-compliant, secure, and well-ventilated.

2. Confirm that the pet has sufficient space, food, and water for the journey duration.

Baggage in Cabin (CBBG) (SGS GOM 3.9.5)

1. Verify that cabin baggage items (e.g. valuable artwork or instruments) meet CBBG
conditions.

2. Ensure a seat has been purchased and the item can be safely secured with seatbelt
extension.
Urns (Human Ashes) in Cabin (SGS GOM 3.9.6)

1. Ensure the urn is properly sealed, non-metallic, and meets airline security guidelines.

2. Advise the passenger to carry required death and cremation certificates, as some
destinations require documentation for transport.
Activity (10)

Case Study Your Answer

When the passenger places Inform the passenger that the baggage exceeds
his/her checked baggage on the the allowed size dimensions. Offer solutions such
weighing scale, you notice that it as repacking, paying for oversized baggage fees,
exceeds the size limitation for or redirecting to Cargo services if dimensions
checked baggage.(Max 158 cm) are too large for aircraft hold.

Explain to the passenger that the bag exceeds

A passenger’s checked bag the maximum allowable weight. Advise them to
weighs 39 kgs.(Max 32 kg repack and distribute the weight across two bags
allowed per piece for or pay for an additional baggage piece. Bags
international sectors) over 32 kg cannot be accepted due to safety
regulations.

Inform the passenger that no single bag may

A Business Class passenger
exceed 32 kg even in Business Class. Suggest
checks in two bags, one weighs 34
redistributing the weight to ensure each bag is
kgs and the other 5 kgs.
32 kg or less.

Advise the passenger that the item exceeds cabin

You notice that a passenger has
baggage size. Offer to check the bag into the
unchecked baggage which is
hold and tag it appropriately. If necessary, apply
larger than the size allowed for
Delivery at Aircraft (DAA) procedures for items
the cabin.(Max 65 x 45 x 25 cm)
like baby strollers or crutches.

A passenger places a checked bag Inform the passenger of the condition and issue
on the weighing scale and you a Limited Release Tag (LRT). Explain that the
notice that it has a broken handle airline will not be liable for any damage or loss
and a missing wheel. resulting from the pre-existing condition.
Case Study Your Answer

Check if the airline accepts pets in cabin (PETC)

and ensure the bag is ventilated, leak-proof, and
A passenger wishes to check their
within size limits. If it meets all requirements
pet into the cabin. The pet is in a
and the pet is properly documented, accept and
soft-sided pet bag.
assign a suitable seat where the pet can be
placed safely under the seat.
Activity (11)

Action to Be
Safe Work Practice Expected Hazard Consequences
Taken

Use proper lifting

Back or muscle Injury, absence
1. Maintain correct techniques; seek
strain due to from work,
posture when lifting assistance or use
improper lifting reduced
or moving baggage baggage trolleys
techniques productivity
for heavy items

Slips, trips, or Regularly inspect

2. Keep work area falls due to Physical injuries and tidy work
clean and free of spilled liquids or to staff or area; report or
obstructions baggage in passengers clean spills
walkways immediately

Always verify
Allowing
3. Follow identity Serious security passport, visa,
unauthorized or
verification and breaches, safety and ticket match;
suspicious
documentation threats to flight report suspicious
persons to pass
protocols strictly and passengers behavior to
check-in
supervisor

Prolonged screen
4. Use screen and Take regular
use without Eye fatigue,
equipment properly breaks, adjust
breaks; headaches, or
to avoid eye strain screen brightness,
improper repetitive strain
or repetitive strain use ergonomic
workstation injuries
injuries (RSI) desk setup
setup
 Activity (12)

Case Study: A family (two adults and one child) arrives at your counter to check-in for
a flight to Rome. You commence processing their booking when you notice that the male
passenger has a terrible cough and that the child has watery eyes and a runny nose. On
closer look at the child you notice that there is a rash on his cheek and he certainly does
not look well. You suspect that if they are allowed to board the aircraft you are placing
other passengers at risk, particularly as the family is seated in the middle row of
Economy class.

• How would you handle this situation?

1. Remain calm and polite. Approach the situation sensitively to avoid embarrassment or
confrontation.

2. Discreetly alert your supervisor and/or station medical representative about the condition
of the passengers.

3. Do not make a medical judgment yourself. Instead, escalate the concern to the authorized
medical team or airline staff to assess fitness to travel.

4. Politely inform the passenger that due to visible signs of illness, and in accordance with
airline policy, a brief medical clearance may be needed before check-in can proceed.

5. Ensure privacy and avoid drawing attention from other passengers.

• Provide some examples of questions/communication you would have with the

passenger.

To the Adult Passenger:

• "Sir, I hope you're feeling alright today. I noticed you have a cough. Have you recently
seen a doctor or been diagnosed with any contagious illness?"

• "For the safety and comfort of all passengers, we may need to arrange a quick assessment
with our medical officer before we proceed. I will call my supervisor now to assist you."
Regarding the Child:

• "Your child looks a bit unwell today. Has he/she recently had a fever, rash, or been seen
by a doctor?"

• "We kindly need to ensure your child is well enough to travel in an enclosed
environment. May I ask if the rash or symptoms have been diagnosed or treated?"

Activity (13)

Case Study 1

On checking the passenger’s travel documents, you notice that the expiry date on the
passport is less than six months. What will you do?

Analysis:
Most countries require a passport to be valid for at least six months beyond the travel dates. A
passport with less than six months validity could lead to denied boarding or entry refusal at
the destination.

Resolution:

• Politely inform the passenger about the issue and explain the six-month validity rule.

• Check the destination country’s entry requirements to confirm if a shorter validity is

acceptable.

• If travel is not possible, advise the passenger to renew their passport before travel.

• Offer assistance in rescheduling or refunding the ticket as per airline policies.

Case Study 2

You have allocated seating for a family of five ensuring that their seats are as close
together as possible. However, one of the family members has been allocated a seat two
rows away from the rest of the members. All seats have been allocated and you cannot
change this. The passenger begins to shout and demand that all family members are
seated together. How would you handle this situation?

Analysis:
All seats have been allocated and one family member is seated two rows apart. One member
reacts aggressively, demanding re-seating.

Resolution:

• Stay calm and polite; do not respond emotionally.

• Empathize with the situation and apologize sincerely.

• Explain that the aircraft is fully booked and changing seats is currently not possible.

• Offer alternatives, such as:

o Asking nearby passengers if they’re willing to swap seats voluntarily.

o Noting the issue and recommending early check-in for their return flight.

• Try to de-escalate the situation by listening attentively and offering reassurance.

Case Study 3

An expat worker is exiting Saudi Arabia and provides you with his/her travel
documents and relevant paperwork. You notice that the Iqama date has expired and the
passenger may be considered illegal. What procedure will you follow?

Analysis:
An expired Iqama means the passenger may have overstayed legally or violated residency
rules.

Resolution:

• Inform the passenger of the issue in a respectful, discreet manner.

• Notify immigration authorities at the airport immediately, as they are responsible for
dealing with residency status.

• Do not allow the passenger to proceed until immigration has reviewed the documents.

• Follow all legal procedures and report the case as per airport regulations.

Case Study 4

A husband and wife entered Saudi Arabia with an Umrah Visa. When they presented
their passports with the visa you noticed that they had overstayed two days after the
expiry date. What procedure will you follow?

Analysis:
Overstaying an Umrah visa, even by a few days, is a legal violation and must be reported.

Resolution:

• Verify the overstay with passport and visa dates.

• Inform the couple politely and explain the legal implications.

• Notify the immigration office or Ministry of Hajj and Umrah for guidance.

• Allow immigration officials to decide whether to issue a penalty fine, or other action.
• Cooperate fully and document the incident according to your SOP (Standard Operating
Procedures).

Case Study 5

Two separate families have luggage which is over the free allowance, one family has
booked Business Class and two members from the other family are Gold AlFursan
Loyalty members. Which family group will you handle first and why? What would you
recommend where one family’s luggage is 2 kgs over the allowable limit and the other
family’s luggage is 10 kgs over?

Analysis:

• Business Class passengers typically get higher baggage allowance.

• Gold AlFursan members also enjoy extra baggage privileges.

Resolution:

• Prioritize handling the Business Class family first as they are premium customers.

• Verify baggage policies for both categories to ensure fairness.

• For over-limit:

o Recommend the family with 2 kg excess to either repack, shift items to hand baggage, or
pay a minimal excess fee.

o For the family with 10 kg excess, suggest either:

▪ Paying the excess fee,

▪ Removing non-essential items,

▪ Shipping items separately via cargo.

Case Study 6

You ask a passenger the dangerous goods and security questions while you are
processing their booking. You notice that the passenger becomes agitated and you are
suspicious that there may be something in their cabin baggage that they are hiding/not
declaring. How would you handle this situation?

Analysis:
The passenger is agitated when asked about dangerous goods – a red flag in aviation security.

Resolution:

• Stay professional and avoid confrontation.

• Do not accuse or confront the passenger directly.

• Discreetly inform your supervisor or security personnel immediately.

• Isolate the passenger if necessary and request a secondary baggage screening.

• Follow security protocols for suspicious behavior and potential dangerous goods.

• Document the incident in the required format.

Activity (14)

1. Airline Stationery (SGS GOM 3.4.2.2, 3.4.4 h.)

Responsibility:

• After completing check-in, it is your duty to ensure that all airline stationery, such as
boarding passes, baggage tags, and flight documents, are securely stored or disposed of
according to company protocols.

• You must also ensure the correct and accurate handling of any sensitive documents,
including ticket stubs and boarding passes, preventing unauthorized access.

Consequences of Not Completing the Duty:

• Security Risk: Mishandling or failing to secure airline stationery can lead to fraud,
identity theft, or counterfeit tickets. Unsecured boarding passes or other sensitive
documents can be used for unauthorized boarding or illegal activities.

• Operational Disruption: Incorrect or lost paperwork may cause delays in flight

operations, including boarding issues and misidentification of passengers. This can lead
to customer dissatisfaction and potential flight delays.

• Breach of Confidentiality: Failing to handle the documents responsibly could result in a

breach of passenger confidentiality and company reputation damage.

2. Clean Work Area (SGS GOM 3.4.4 b.)

Responsibility:

• Once the check-in process is complete, it is essential to clean your work area, including
disposing of any unnecessary paperwork, trash, and used materials.

• Your workstation should be left in a tidy and organized manner, ensuring that any
equipment or tools used during the check-in process are properly stored or cleared away.

Consequences of Not Completing the Duty:

• Safety Hazard: A cluttered or dirty work area can create a slip, trip, or fall hazard for both
passengers and colleagues. Loose papers or items could cause accidents or delays in the
handling process.

• Inefficiency and Operational Disruption: A disorganized workspace could lead to delays

in processing subsequent passengers, reducing efficiency and potentially affecting the
overall passenger flow.

• Reputation Damage: A messy check-in area may create an impression of poor customer
service and lack of professionalism, impacting customer satisfaction.

3. Close the System (SGS GOM 3.4.4 i.)

Responsibility:

• After completing check-in for all passengers, you must properly close the system to
ensure that all data is securely saved and that the system is locked to prevent
unauthorized access.

• This includes finalizing check-in records, disabling access, and ensuring that passenger
data is secure.

• It is essential to log out from any systems used during check-in to protect sensitive data.

Consequences of Not Completing the Duty:

• Security Risk: Leaving the system open or accessible can lead to unauthorized access to
passenger information. This can result in data breaches, compromising personal and
travel information, and violating privacy laws (e.g., GDPR).

• Operational Disruption: If the system is not properly closed, you may encounter data
corruption or errors when starting the next check-in process. This can create delays and
affect the accuracy of records.

• Compliance Issues: Inadequate closure of systems may also lead to non-compliance with
aviation regulations and data protection laws. This could result in legal penalties for the
airline.
Activity (15)

1. Pre-Boarding

Critical Tasks:

• Passenger Verification: Ensure passengers’ documents, such as boarding passes and

identification, are properly checked before entry to the gate area.

• Special Requirements: Verify if passengers with special needs, such as children, elderly
passengers, or those requiring assistance, are identified and provided with the appropriate
service.

• Security Checks: Ensure that all passengers pass through the security checks and are
clear for boarding.

• Prepare Boarding Gate Area: Set up the boarding gate area, including displaying
correct flight details and ensuring seating arrangements for waiting passengers are
maintained.

Consequences of Not Completing the Duty:

• Passenger Confusion: If documents are not verified, there may be passengers attempting
to board without valid tickets.

• Security Breach: Failure to properly check passengers or their documents could allow
unauthorized passengers into restricted areas, violating security protocols.

2. Row Boarding

Critical Tasks:

• Boarding by Row Sequence: Ensure passengers board in a structured order, typically by

row, starting with those seated at the back of the plane.

• Assist Passengers: Provide assistance to passengers who may need help boarding, such
as those with disabilities, families with children, or elderly passengers.
• Verify Seating: Ensure that passengers take their correct seats, and monitor for any
issues with seat changes or discrepancies.

Consequences of Not Completing the Duty:

• Delays: A disorganized boarding process can cause significant delays in the flight
schedule.

• Overcrowding: Allowing passengers to board out of order could lead to overcrowding in

certain sections of the cabin, creating confusion and discomfort for passengers.

3. Boarding Announcements

Critical Tasks:

• Clear Communication: Make timely and clear announcements about the boarding
process, ensuring passengers are aware of when to board and any specific instructions.

• Language Accessibility: Provide announcements in multiple languages to ensure

passengers of all nationalities understand the instructions.

• Flight Updates: Announce any changes, such as gate changes or boarding delays, in a
timely manner to avoid confusion.

Consequences of Not Completing the Duty:

• Passenger Confusion: Inadequate or delayed announcements can result in passengers

missing their boarding time or not being informed about important changes.

• Missed Flights: Without proper announcements, passengers may not be aware of their
group or row’s boarding time, potentially missing their flight.
4. Last Minute Change

Critical Tasks:

• Manage Last-Minute Changes: Handle any last-minute changes in the flight schedule
or boarding process, such as gate changes or flight delays, and communicate these
promptly.

• Passenger Rebooking: If there is a significant delay or cancellation, assist passengers

with rebooking, and provide information about compensation, if applicable.

• Seat Changes: Manage last-minute seat changes effectively, ensuring passengers are
reassigned correctly without disrupting the boarding process.

Consequences of Not Completing the Duty:

• Passenger Frustration: Failure to properly communicate last-minute changes can cause

stress and frustration for passengers.

• Operational Chaos: Not addressing changes quickly can lead to confusion, delays, and
even missed flights, particularly if passengers are unaware of the updated information.

5. Staff Checks

Critical Tasks:

• Verify Staff Access: Ensure only authorized personnel are in the boarding area. This
includes confirming that ground staff, cabin crew, and other airport personnel have the
necessary credentials.

• Monitor Staff Activities: Oversee staff activities to ensure all processes, from document
checks to boarding, are carried out according to procedures.

• Delegate Roles: Assign specific roles to team members, ensuring that each aspect of the
boarding process, such as gate management and boarding assistance, is covered.

Consequences of Not Completing the Duty:

• Security Risk: Failure to verify staff could lead to unauthorized individuals being in
secure areas, compromising security.
• Operational Breakdown: If staff responsibilities are not clear, it could lead to confusion,
missed tasks, or poor service delivery, affecting the efficiency of the boarding process.

6. Post-Boarding Activities

Critical Tasks:

• Final Passenger Count: Confirm the number of passengers onboard, ensuring it matches
the number of passengers checked in.

• Close the Boarding Process: Once all passengers are boarded, ensure the boarding gate
is closed and the correct documentation is updated.

• Baggage and Gate Final Check: Ensure that no bags or items are left behind at the gate,
and confirm that the aircraft is ready for departure.

Consequences of Not Completing the Duty:

• Missed Items or Passengers: Failing to confirm the final passenger count or check for
items could lead to passengers being left behind or luggage being misplaced.

• Delayed Departures: A lack of final checks could delay the departure, either due to
missing items or discrepancies in passenger numbers.
Activity (16)

Refer to SGS GOM 3.12. Review your responsibilities for Arrival and Transfer
Passengers and write below the safety and security measures which need to be followed.
Safety Measures:

Passenger Guidance:

• Ensure that arrival and transfer passengers are directed to the correct areas for
immigration, baggage claim, or onward connections.

• Provide clear instructions for transfer procedures to ensure passengers do not wander into
restricted or unsafe areas.

Luggage Safety:

• Inspect baggage for any visible damage or items that may pose safety hazards before
allowing passengers to collect or transfer them.

• Ensure that passengers do not leave their luggage unattended in the baggage claim or
transfer areas, as abandoned bags could pose a safety risk.

Proper Handling of Special Needs Passengers:

• Ensure that passengers with special needs (e.g., elderly, pregnant, disabled, children) are
provided with the appropriate assistance and that they are safely guided through the
arrival or transfer process.

• Maintain proper wheelchair or assistance staff availability to prevent accidents.

Exit Procedures:

• Ensure that passengers are safely guided to the correct exits, especially in case of
emergency or when using transfers. Be mindful of clear evacuation routes in case of an
emergency.

• Maintain awareness of health and safety protocols regarding the passenger’s well-being
during the transfer or arrival procedure.
Security Measures:

1. Passport and Document Verification:

o Verify travel documents thoroughly to ensure passengers have valid entry documents
before they are allowed to proceed.

o Cross-check the passport details against security databases to confirm that there are no
travel restrictions or legal issues.

2. Immigration and Customs Checks:

o Ensure that immigration officers perform checks on passengers entering or transferring

through the country. Prevent passengers from bypassing immigration or customs
screening.

o Check for contraband or restricted items during baggage claim or transfer, following all
relevant procedures for customs screening.

3. Monitor and Prevent Unauthorized Access:

o Ensure only authorized individuals (i.e., passengers and authorized staff) are allowed in
arrival or transfer areas. Prevent any unauthorized access to secure areas, including
baggage claim and transfer zones.

o Use ID verification for staff members and ensure they wear proper identification.

4. Suspicious Behavior Monitoring:

o Remain vigilant for any suspicious passenger behavior, such as nervousness, carrying
multiple bags without proper documentation, or engaging in unusual activities.

o Report suspicious activity to security personnel immediately. This could include

passengers who seem unaware of their surroundings or passengers who do not belong to a
specific flight.
Activity (17)

1. Group Check-in (SGS GOM 3.10.1)

Definition:
Group check-in refers to the process of handling the check-in for a group of passengers
traveling together on the same flight. This typically involves a group booking where multiple
passengers (usually 10 or more) are traveling together. The process is designed to ensure all
members of the group are checked in efficiently and seated together as much as possible.

2. Expecting Mothers (SGS GOM 3.10.8.1)

Definition:
Expecting mothers are female passengers who are pregnant. Special attention is required to
ensure their comfort and safety during the flight. Airlines may have policies to limit travel
during the later stages of pregnancy, and additional assistance may be offered, such as
priority boarding or special seating arrangements.

3. Infants (SGS GOM 3.10.8.2)

Definition:
Infants are passengers under the age of 2 who are traveling with an adult. Infants are
typically not assigned their own seat and are expected to be held by the accompanying adult
or in an infant seat. Special care and services are usually provided to ensure their safety and
comfort, including bassinets and priority boarding.

4. Unaccompanied Minors (UMNR) (SGS GOM 3.10.8.3)

Definition:
Unaccompanied minors (UMNR) are children aged between 5 and 11 (depending on the
airline) who are traveling alone without an adult. These passengers are given special care,
including escorts to the aircraft, priority boarding, and assistance during the flight and at their
destination. A signed consent from the parent or guardian is typically required.

5. Carriage of Young Passengers (YP) (SGS GOM 3.10.8.4)

Definition:
Young passengers (YP) are children who are not classified as unaccompanied minors but are
still below the age of 18. These passengers may travel alone or with adults. The airline may
offer special services depending on their age and whether they are traveling with a guardian.

6. Inadmissible Passengers (INAD) (SGS GOM 3.10.8.5)

Definition:
Inadmissible passengers (INAD) are passengers who have been denied entry into the country
for reasons such as immigration restrictions or visa issues. These passengers are typically
returned to their departure location. They are usually managed by immigration authorities,
and their return arrangements are made in accordance with the airline's procedures.

7. Deportee Passengers (SGS GOM 3.10.8.6)

Definition:
Deportee passengers are individuals being returned to their country of origin or to a country
where they have legal residency after being deported. Special procedures are required to
ensure their safety and security, and they may be accompanied by law enforcement or
immigration officials during their journey.

8. Intoxicated Passengers (SGS GOM 3.10.8.9)

Definition:
Intoxicated passengers are those who are under the influence of alcohol or drugs to a degree
that affects their behavior, making them a potential risk to themselves, other passengers, or
the safety of the flight. These passengers may be denied boarding or asked to disembark if
their behavior is disruptive or dangerous.

9. Stretcher Cases (STCR) (SGS GOM 3.10.7)

Definition:
Stretcher cases (STCR) are passengers who require medical transport on a stretcher due to
severe health conditions or injuries. These passengers must be carefully managed, and special
arrangements for their transport must be made, including coordination with medical staff,
specialized equipment, and larger cabin spaces to accommodate the stretcher.
10. Passengers in Wheelchair (WCHR), (WCHS), (WCHC) (SGS GOM 3.10.2)

Definition:

• WCHR: Wheelchair ramp - Passenger can board independently but requires a wheelchair
to move to and from the seat.

• WCHS: Wheelchair stairs - Passenger requires a wheelchair to board and deboard and
may need assistance with stairs.

• WCHC: Wheelchair cabin - Passenger requires assistance to board, deboard, and move
within the cabin.
These passengers need special assistance, such as a wheelchair, and are given priority in
the boarding and disembarking process.

11. Visually Impaired Passengers (BLND) (SGS GOM 3.10.3)

Definition:
Visually impaired passengers (BLND) are those with limited or no vision. They may need
assistance with moving through the airport, reading signs, or finding their seat. Airlines are
required to provide assistance, such as offering an escort to and from the gate or helping them
with boarding.

12. Hearing Impaired (DEAF) (SGS GOM 3.10.3)

Definition:
Hearing-impaired passengers (DEAF) are those who have difficulty hearing or are
completely deaf. These passengers may require special services such as assistance with
communication, written instructions, or visual alerts for announcements. Airlines may
provide sign language interpreters or other services to ensure they can follow the necessary
procedures.

13. Medical Case (MEDA) (SGS GOM 3.10.5)

Definition:
A medical case (MEDA) refers to a passenger who requires special medical assistance during
their flight. This could include passengers with chronic conditions, injuries, or other health
issues that need monitoring. A medical certificate may be required to confirm the passenger's
fitness for travel, and medical support arrangements may need to be made, including oxygen,
special seating, or a medical escort.

Activity (18)

SGS GOM 3.13 outlines procedures for dealing and communicating with Passenger
Irregularity which includes passengers with special needs. Record below
communication techniques you would use with passengers with special needs. Refer to
the list in SGS GOM 3.13

1. Clear and Simple Language

• Use simple, clear, and concise language when communicating with passengers with
special needs. This ensures that they understand instructions or information without
confusion.

• Avoid jargon or complex terms, especially when dealing with elderly passengers, those
with hearing or visual impairments, or passengers who may not be fluent in the primary
language of communication.

2. Active Listening

• Listen attentively to the passenger’s needs, concerns, or requests. Give them the space to
express themselves and respond with patience and understanding.

• If the passenger has difficulty hearing or speaking, encourage them to write down their
needs or concerns if necessary.

3. Use of Non-Verbal Communication

• Non-verbal cues can be very effective, especially for passengers with hearing
impairments or those who are visually impaired. Maintain eye contact, use gestures, or
point to signs when directing passengers.

• Visual aids like diagrams or images can be very helpful, especially when explaining
procedures, directions, or safety instructions.
4. Speaking Clearly and Slowly

• For passengers who have hearing impairments or are elderly, speak slowly and clearly so
that they can lip-read or better understand your words. Ensure they are focused on you
when communicating.

5. Ensure Physical Comfort and Safety

• When dealing with passengers with mobility issues or those using wheelchairs, ensure
you offer assistance without being overly intrusive. Speak to the passenger in a
respectful manner, and explain any actions you will take (e.g., assisting them to their seat
or bathroom).

6. Use of Sign Language (if applicable)

• If the passenger is deaf or hard of hearing, and if the staff is trained in sign language, use
it to communicate directly with the passenger. This ensures that they understand
everything clearly, particularly with important safety information.

7. Written Instructions and Documents

• For passengers with hearing or visual impairments, provide written instructions or

documents that outline their travel details or important information such as gate numbers,
boarding times, or connecting flight instructions.

8. Providing Assistance with Technology

• For passengers with visual impairments, offer assistance with technology, such as
reading electronic boarding passes or instructions from devices or making
announcements in a way that can be easily understood (e.g., verbal instead of visual
announcements).

9. Patience and Empathy

• Always display patience and empathy when communicating with passengers with
special needs. They may take longer to process information, so it’s important to give
them time and provide reassurance.
• If the passenger is experiencing frustration or anxiety, acknowledge their feelings, be
calm, and offer solutions or alternatives.

Activity (19)

Risk if not Action to control

Guideline No. Consequences
implemented the risk

Ensure proper
wheelchairs are
Passengers
available for the
Risk of improper may
specific need
1. Use of Proper seating or experience
(WCHR,
Wheelchair inadequate support pain, bruising,
WCHS,
Equipment for the passenger, or injury, and
WCHC).
(WCHR, leading to may be unable
Conduct regular
WCHS, WCHC) discomfort or to board or
checks on the
injury. disembark
condition and
safely.
suitability of
wheelchairs.

Assign trained
personnel to
Passenger may be Injury to the assist with
unable to board or passenger, boarding and
2. Assisting with disembark safely, delay in disembarking.
Boarding and causing physical boarding, Use lifts, ramps,
Disembarking injury to potential or other
themselves or disruption to necessary
others. the flight. assistance tools
to ensure safe
movement.
 Use clear, slow,
Increased
and patient
stress for the
communication
passenger,
Lack of with the
potential
3. Clear communication can passenger,
confusion, or
Communication cause confusion or ensuring they
delay in the
with the misunderstanding, understand all
boarding
Passenger leading to safety procedures.
process, which
hazards. Provide visual or
may impact
written
the flight
instructions
schedule.
when necessary.
Activity (20)

Safe Work Risk if not Action to control

Consequences
Practice implemented the risk

- Train staff to
The passenger handle
Passengers
could be wheelchairs and
may suffer
injured during passengers
physical
boarding, properly.- Ensure
injuries such as
disembarking, wheelchairs are in
Prevent bruises,
or transport good condition
wheelchair-related strains, or falls.
due to and suitable for
injuries It could also
improper the passenger's
lead to a delay
handling or needs.- Use
in the flight or
faulty appropriate
operational
wheelchair equipment
disruptions.
equipment. (ramps, lifts) for
boarding.

- Ensure all
Increased risk
passengers with
of the
special needs,
The passenger passenger
including minors
may become getting lost,
Passengers travel and elderly
disoriented, falling, or
with a passengers, are
confused, or being unable to
companion/escort accompanied by a
unsafe without navigate the
companion or
a companion. airport. This
escort.- Verify
can lead to
that companions
stress and
are briefed on
 confusion for assisting
the passenger. passengers.

- Prioritize
Other passengers with
Passengers
passengers may special needs for
with special
not give the boarding.- Use
needs might be
necessary clear
Passengers are to overlooked or
space, and the announcements
board the aircraft delayed,
boarding and signage to
before other causing them
process could indicate priority
passengers distress and
become chaotic boarding.- Ensure
potentially
or unsafe for staff are aware of
missing the
passengers with priority
flight.
special needs. procedures for
these passengers.

- Verify that the

oxygen
The passenger
Passengers may concentrators
may suffer
use used by
Passengers are medical
unauthorized passengers are
permitted to use complications
or incompatible approved by the
authorized models or the device
oxygen airline.- Ensure
of Portable may
concentrators, passengers have
Oxygen malfunction,
which could the required
Concentrators on affecting both
cause a safety medical
board an aircraft the passenger's
hazard during documentation
health and
the flight. for using such
flight safety.
devices.- Train
staff to check and
confirm the use of
authorized
devices before
boarding.