Handling Air

Passengers
Outline the passenger journey through the
airport

Identify areas prone to congestion

Explain what measures can be used to

overcome congestion problems
Outline the passenger journey through the
airport
PASSENGER JOURNEY THROUGH AIRPORT
LET’S EXPLORE- Changi Airport Singapore

DEPARTING PASSENGERS PASSENGER FLOW (from arrival at the airport to

embarkation)
http://www.changiairport.com/en/passenger-guide/departing.html

ARRIVING PASSENGERS FLOW (from disembarkation to leaving the terminal)

http://www.changiairport.com/en/passenger-guide/arriving.html
FLOW OF PASSENGERS WITH REDUCED MOBILITY
• A look at FINNAIR
• https://www.finnair.com/se/gb/information-services/before-the-flight/spe
cial-services-health/disability-assistance

• AIR FRANCE
• https://www.youtube.com/watch?v=FnCCxD3QCF8
 FLOW FOR TRANSFER PASSENGERS
(International Transfer Passengers With A Domestic Connection Flight)

• Passengers arriving from abroad are subject to visa and passport controls to enter the country at

the Arrivals Floor before they proceed for their domestic connection flight. The passenger then

proceeds to the Domestic Terminal and finalizes his/her transfer procedure in the relevant lounge

by presenting his/her boarding card issued in the country of origin. If a boarding card is not

issued at the origin airport then the passenger needs to go through check-in at the Domestic

Terminal.
 FLOW FOR TRANSFER PASSENGERS
(International Transfer Passengers With A Domestic Connection Flight) cont.

• If your journey continues on a different airline, please ensure that you have the relevant

information on whether or not you need to claim your luggage and check your ticket. According to

their procedures, some airlines transfer the luggage automatically onto the connection flight.

Therefore, the passenger does not have to claim their luggage in between flights. Passengers

must ensure that their luggage is labelled until their final destination to ensure that it is not left in

the terminal.
FLOW FOR TRANSFER PASSENGERS cont.

Transfer Passengers: A boarding card is issued for the

(International Transfer passenger (if not issued in the
Passengers With An country of origin) at the transit
International Connection Flight) desk of the relevant handling
company on the Arrivals floor.
The passenger does not go
through passport control.
Instead, he/she directly
proceeds through the transit
area into the International
Departures area. Baggage will
be automatically transferred to
the connecting flight.
FLOW FOR TRANSFER PASSENGERS cont.

If a passenger arrives on a
Transfer domestic flight and has a
domestic connection flight,
Passengers: she/he proceeds to the
(Domestic Transfer Domestic Terminal Isolated
Area and then into the relevant
Passengers With A lounge provided that he/she
has a boarding card for the
Domestic entire journey and that the
Connection Flight) baggage is checked in until the
final destination.
FLOW FOR TRANSFER PASSENGERS cont.

If the baggage is not

Transfer checked in until the final
Passengers: destination and/or he/she
has not got a boarding
(Domestic Transfer card then he/she claims
Passengers With A the baggage and goes
Domestic through check-in again at
the relevant counter within
Connection Flight) the Departures Lounge.
FLOW FOR TRANSIT PASSENGERS
(Domestic Transfer Passengers With An
International Connection Flight)

A passenger arriving on a domestic flight to continue flying abroad

proceed to the International Terminal and finalize his/her transit
procedures by going through passport control with the boarding card
issued in the origin country and going to the relevant lounge.
FLOW FOR TRANSIT PASSENGERS
(Domestic Transfer Passengers With An
International Connection Flight)

If a boarding card is not issued then one should be obtained at the

International check-in counters. Please ensure that your luggage is
labelled until your final destination to ensure that it is not left in the
terminal.
 Transit Passengers:(Passengers Continuing Their Journey On
FLOW FOR TRANSIT PASSENGERS cont.
The Same Flight)
Should the grounding time of the relevant flight be
excessively long; both international and domestic transit
passengers are issued a transit card and taken to the
transit lounge.
 Transit Passengers:(Passengers Continuing Their Journey On
The Same Flight)
FLOW FOR TRANSIT PASSENGERS cont.
They are taken back on board the same aircraft once
refuelling and/or maintenance procedures are complete.
Should the grounding time not be sufficient the
passengers remain on board. Refuelling is done while
passengers wait on board. Baggage remains in the
aircraft during transit flights.
AREAS PRONE TO CONGESTION

•check in • security search • lounges • boarding

gate • immigration control • baggage reclaim • all
areas at times of multiple flight delays

ACTIVITY
• In groups of two (2), write reasons for congestion at the areas listed above.
MEASURES TO OVERCOME CONGESTION

PROBLEMS
SCHEDULING MEASURES- Flight Scheduling

The flight schedule is the central element of an airline’s

planning process, aimed at optimizing the deployment of the
airline’s resources in order to meet demands and maximize
profits.
SCHEDULING MEASURES- Flight Scheduling
cont.
A Day in the Life: Schedule Planning
http://blog.jetblue.com/a-day-in-the-life-schedule-planning/
CHECK- IN MEASURES

Online Check- In

• Check-in is available 24 hours before departure

• Passengers can reserve their own seat and print out the boarding pass

• Comfort and convenience – passengers can check in from wherever they are.

• Extra time for passengers – less lines and minor waiting times at airports
CHECK- IN MEASURES

It tells the airline that passengers

thought about their itinerary and
that passengers are coming
Online Check- In
This prevents airlines from kicking
passengers off the flight and
selling passengers’ ticket at the
last minute to someone else

By checking in online, however, the

airline cannot close the flight and
move on without the passenger
CHECK- IN MEASURES
Off Airport (in- town) terminals

Terminals at the hotel

Terminals at Cruise Ports

Self-service offsite kiosks allow passengers to check-in for their flight and print their baggage tags before they arrive at the airport.
CHECK- IN MEASURES
Self Service Check- In Kiosks
• Save time at the airport with our quick and
easy to use check-in kiosks
• Use the interactive touch screen to check-
in for your flight.
• Choose your own seat from those available
using the interactive seating plan.
• Check-in for your onward or return flight, if
it is within 24 hours.
• Print your own Boarding Pass.
CHECK- IN MEASURES

All passengers Their booking

need are: reference, or

An acceptable If passengers have

form of bags to check-in, go to
identification (e.g. one of the bag drops
so that they can be
credit/debit card tagged and accepted
or passport) and for the flight. Then go
your flight straight to security and
number. through to departures.
CHECK- IN MEASURES
Automatic Check- in (email)
Passengers can do free automatic check-in. In doing so, all passengers will automatically receive their
boarding pass between 36/24 of their departing flight.
By selecting the automatic e-mail check-in, passengers will receive an e-mail boarding pass to be printed
at passengers’ convenience.
Important! Passengers must print their boarding pass and vouchers if applicable and bring these with to
the airport, along with a valid form of identification. If passengers are travelling outside the UK/US etc. a
valid passport is required.
If passengers are travelling with luggage, once they get to the airport they must check their luggage
either via the baggage drop or the check-in desk.
If passengers are travelling with hand baggage only, passengers can proceed straight to the security
checkpoint and use self-printed boarding pass.
CHECK- IN MEASURES
Automatic Check- in (mobile boarding pass)
CHECK- IN MEASURES
Automatic Check- in (mobile boarding pass)
Check in on the airline’s website and choose 'Email with Mobile Option.' Passengers can also check in
from the airline’s app and the mobile boarding pass will be stored on the mobile device.
Passengers must check their email from their mobile device and follow the link to get your mobile
boarding pass.
Passengers must save the boarding pass to their device for easy access at security and when they board.
Passengers must sure the entire barcode is visible on the screen when they show it at security.
LET’S EXPLORE
Qantas Mobile Check- In
https://www.youtube.com/watch?v=kPRDT3EZAwc
COMMUNICATION MEASURES
• Provision of clear signage and announcements

• A look at SITA- The most successful airports spend countless hours creating
comfortable environments for their passengers.

• SITA solutions helps to deliver an enhanced customer experience with clear

audio, stunning visuals and the

• There is flexibility to answer your passengers’ most common questions –

before they have to ask.
COMMUNICATION MEASURES
 Listening at the airport

Activity
• Go to the following link, listen to the audio and complete the quiz.
• http://www.esl-lab.com/airport/airportrd1.htm
MONITORING MEASURES
Human Observation

• Closed Caption Television (CCTV) monitoring of ‘pinch points’- place or

point where congestion occurs or is likely to occur.

LET’S EXPLORE
• AIRPORT SURVEILLANCE
• https://www.asi-mag.com/surveillance-obtaining-an-intelligent-picture-acro
ss-the-airport/
MONITORING MEASURES
• Closed Caption Television (CCTV) monitoring of ‘pinch points’

• Airports have a lot to deal with when it comes to security. From facing the ever-present
threat of terrorism, to enforcing strict rules and regulations, airport security personnel
operate in a fast-paced environment that offers no room for mistakes. IP surveillance
technology and new innovations in video analytics are helping to raise airport security to new
heights.

• DISCUSSION
• What are the benefits of CCTV at airports?
 BOARDING MEASURES
• Use of holding area and pre-boarding for those requiring special assistance,
• Allowing sufficient boarding time and increasing boarding staff for heavily loaded or difficult
flights,
• Boarding by seat row number
LET’S EXPLORE
• Flying Carpet Airplane Boarding System
• http://the-flying-carpet.com/
• The better way to board an airplane
• https://www.youtube.com/watch?v=cMgarcFkXz4
ADDITIONAL MEASURES FOR CROWD
CONTROL AND OVERCROWDING AT TIMES
OF DISRUPTION
ADDITIONAL MEASURES FOR CROWD CONTROL AND
OVERCROWDING AT TIMES OF DISRUPTION- TENSA
BARRIERS
• Barricades or crowd control barriers are crucial for organisation

• They function as a physical barrier, restricting the access and prevent riot or crowd fights in case of

large gatherings- they hold a pivotal importance when it comes to organizing crowds at the airport

• They create impenetrable lines

• They prevent unauthorized entry in restricted areas

ADDITIONAL MEASURES FOR CROWD CONTROL AND
OVERCROWDING AT TIMES OF DISRUPTION- TENSA
BARRIERS cont.

They can be easily increased or decreased in size.

They are made to suit the duration, type and requirements for the
airport, ensuring that the passenger gathering is as smooth as possible.
Managing crowd with a barricade ensures that any untoward
incidents like pushing, slipping or queue toppling are avoided.
Also helps security personnel keep a check on everything. In short,
it creates an orderly approach instead of pushing and fighting.
POST- EVENT ANALYSIS TO PREVENT/ REDUCE
OCCURRENCE

The post event analysis

itself is going to ask some
fundamental questions:

What happened? What was

the event?

Why did it happen? What caused the

event- this question provides the
opportunity for you to take a hard look
at yourselves and your organisation.
POST- EVENT ANALYSIS TO PREVENT/ REDUCE
OCCURRENCE

One thing you need to remember is

that no single event that occurs in
an organisation is a single point of
failure- what happened was a
failure of a range of controls that
have led to the event occurring. If
you are looking for someone to
blame, you might miss the real
causes- which may be cultural. You
need to have a good hard look and
identify all the causes that led to
the event i.e.. Are they systemic or
executive?
POST- EVENT ANALYSIS TO PREVENT/ REDUCE
OCCURRENCE cont.
Did we respond to the event or incident in an
effective manner? We ask this because we need
to understand that the ways in which we react to
an incident can prolong the consequence period.
Did we have a business continuity plan in place
The post event analysis itself is going to ask some and did everybody know what they needed to do
fundamental questions: in the case of that event.
POST- EVENT ANALYSIS TO PREVENT/ REDUCE
OCCURRENCE cont.

What can we do, if anything to stop

Is there anything we can put in place
this event from happening again in
to minimise the consequences if the
We then ask some the future? By asking this we can
event happens again? In doing so,
start to think about what additional
fundamental questions about controls we need to put in place. We
we can think about whether there is
the future: a business continuity plan in place
also look at what we need to do to
which will reduce the consequences
strengthen current controls we have
in place.
that we felt in this particular risk.
QUESTIONS?
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Anon, (2017). [online] Available at: https://www.sita.aero/globalassets/docs/use-cases/airport-management-passenger-communications-use-case.pdf [Acces

21 Feb. 2017].

Aa.com. (2017). Enjoy the benefits of online check-in. [online] Available at: https://www.aa.com/pubcontent/en_JM/urls/online_checkin.jsp?
reportedLocation=homePage.do&reportedPosition=1&reportedTitle=Check+in+online+for+your+flight+and+enjoy+more+time+at+the+airport&repositoryNa
PromotionContentRepository&repositoryId=16652581&locale=en_TC [Accessed 18 Feb. 2017].

Paladin Risk Management Services | Providing extensive risk management consultancy and training services. (2017). Risk Management - Post event analysis
Paladin Risk Management Services | Providing extensive risk management consultancy and training services. [online] Available at:
https://paladinrisk.com.au/risk-management-post-event-analysis/ [Accessed 26 Feb. 2017].

Airport Technology. (2017). The Hungry Airport: Catering to Passengers' Needs. [online] Available at: http://www.airport-technology.com/features/feature886
[Accessed 23 Feb. 2017].

Airport Technology. (2017). The Hungry Airport: Catering to Passengers' Needs. [online] Available at: http://www.airport-technology.com/features/feature886
[Accessed 23 Feb. 2017].