PAX03:
ARRIVAL FUNCTION / PROCEDURES
Swissport Global Training | PAX03 | Version 06
01JUN22
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HOUSEKEEPING
LET’S WORK TOGETHER…
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AIM AND OBJECTIVES
By the end of the session, you will be able to:
Identify roles and responsibilities of an arrival agent
Assist at disembarkation
Provide arriving passengers with relevant information and
assistance
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TABLE OF CONTENTS
Arrival Agent – Roles & Responsibilities
Pre-Arrival Activities
Terminal Access – Consequences of Border Breach
Disembarkation of Passengers
Cabin Doors Opening
Flight Arrival Clearance
Assisting Arriving Passengers
Assisting at Immigration / Customs
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ROLES AND RESPONSIBILITIES
As an arrival agent there are many roles and responsibilities that you could be
involved with. Your responsibilities may include:
Preparing for flight arrival
Coordinating the opening of the aircraft door and Flight Clearance
Assisting at disembarking
Assisting at Immigration and Customs
Meet and assist / VIPs / special assistance passengers services
Providing necessary information to arriving and transferring passengers
Baggage Recheck / Transfer Desk / Lost & Found
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PRE-ARRIVAL ACTIVITIES
1. For remote stands check the number of passengers on board in order
to determine the number of buses needed for bussing gates if
applicable.
2. Review the pre-arrival information and check special service messages:
a) Passenger Transit Message (PTM)
b) Passenger Service Message (PSM)
3. Arrange for special assistance, if required (e.g. Ambulift for wheelchair
passengers).
4. Check the ETA to ensure the correct resources are allocated and
adequate time is planned for pre-arrival activities to be performed in line
with airline’s procedures and SLAs.
5. Make new arrangements in case of delay.
6. Prepare for short connections if applicable.
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PREPARING FOR ARRIVAL
Prepare your area of work: if required, ensure there is a good supply of
landing cards, position queue barriers etc.
Validate the origin of each flight of inbound passengers.
Ensure correct access doors are open or closed as necessary.
Verify where you will direct inbound passengers upon arrival.
Work in allocated position (ensure you know where you need to be when
presenting passengers to immigration officials).
Ensure you are familiar with your local arrival routes.
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PREPARING FOR ARRIVAL
What must we consider prior to meeting an inbound flight?
Domestic
or
International
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CONSEQUENCES OF A BREACH
Failure to comply with any duties with respect to immigration requirements
may result in prosecutions, fines or imprisonment in some cases.
Handling companies may be fined or lose their operating licence as well
as its loss of reputation.
Always report each incident no matter how small even if you feel you
have dealt with it successfully.
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CONSEQUENCES OF A BREACH
If you believe one or more passenger has been directed through the
incorrect arrival route, you must:
Contact Border Authority and/or Police Immediately
Act upon your local recovery plan
Liaise with your supervisor / management (to notify the airline)
Log the event (including statements from those involved)
Always act immediately as passengers may be recovered before they leave
the terminal.
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DISEMBARKATION
1. Make sure the Passenger Boarding Stairs (PBS) / Passenger
Boarding Bridge (PBB) are in a correct position. Final positioning of
PBS / PBB shall be confirmed from the operator.
2. Ensure walking surfaces are inspected before use and free from
hazardous conditions/debris which could cause injury to anyone.
Ensure walking surfaces are visible.
3. The cabin doors may only be opened by the cabin crew after the OK is
given from the Swissport staff. If the airline contracts cabin door
opening to Swissport, the person must be certified to perform this task.
4. Always confirm the origin of the flight with the crew. This is to ensure
passengers are disembarked at the correct terminal.
5. Disembark passengers in accordance with operating airline
procedures.
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DISEMBARKATION
6. Provide assistance to those passengers who need it and inform
them of delays.
7. Delivery at Aircraft baggage (DAA) shall be offloaded and returned to
the passenger at the time of disembarkation, but without causing any
delay in the disembarkation process.
8. The passenger safety shall be observed throughout the entire
disembarkation process to ensure passengers do not deviate from
the defined passenger walkway and do not smoke on the apron.
9. If an aircraft taxis in on a bay adjacent left to the aircraft that is
disembarking passengers, ensure that passengers are stopped until
the aircraft comes to a complete standstill and anti-collision beacons
have stopped (if locally required) before allowing passengers to
continue to disembark.
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DISEMBARKATION
Different ways of disembarking:
If disembarkation is done by bus, make sure that the busses are not
overloaded.
If passenger needs to walk on the apron, check that ramp safety is
observed.
Passengers shall be escorted when on the apron.
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PASSENGER BOARDING BRIDGE (PBB)
Only trained and certified Swissport employees shall be
authorized to operate a PBB.
All other persons shall be requested to remain at least 5
meters or 15 feet behind the operator’s platform until the
PBB has been positioned at the aircraft.
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PASSENGER BOARDING STAIRS (PBS)
Driver or Operator of the PBS is always fully responsible for a safe
operation and needs to ensure that:
PBS is positioned according to carrier requirements.
Walking surfaces are inspected before use and are free from
hazardous conditions or debris.
Crew is advised when it is safe to open the passenger door
(according to carrier procedure).
Safety rails, hand rails and canopies are properly extended.
PBS are positioned so that the cabin door can be used as an
unobstructed escape route in the event of an emergency/
evacuation.
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CABIN DOORS OPENING
X
NEVER open aircraft cabin doors either from inside or outside unless
you are trained to do so.
There is a risk of deploying the aircraft slide.
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OPENING CABIN DOORS
How long does it take for an aircraft slide to be fully deployed?
Less than 10 seconds!
Imagine if you are standing in front of the door and the slide is
deployed.
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FLIGHT ARRIVAL CLEARANCE
International flights arriving in certain countries are subject to special
"handling" of both passengers, baggage, cargo and crew.
When an aircraft arrives on block / stand and the door is being opened,
you will be given the following documents by the crew:
General Declaration (Gen Dec):
Flight Number
Aircraft Registration
Routing (from…to…)
Passenger Count
Crew Names and Crew count
Actual Time of Arrival (filled in by clearing agent)
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FLIGHT ARRIVAL CLEARANCE
Bonded stores lists
One list per flight kitchen
Contains a detailed account of the remaining liquor on board the
aircraft
Immigration Form I-92 – US only
Last foreign port
Airline
Flight Number
Arrival Port
Date
Passenger Count
Inbound Passenger List
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INFORM PASSENGERS
All relevant information has to be given to arriving passenger concerning:
Connecting flights to transfer passengers: ETD, gate, boarding time etc.
Immigration and customs clearance if possible.
Note: In some countries all passengers, including transferring passengers,
must claim their bags and clear customs and agriculture regardless of final
destination.
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SPECIAL ASSISTANCE PASSENGERS
Relevant arrangements need to be done if there are any special
assistance passengers coming in arriving aircraft.
These could include: Wheelchair Passengers, Unaccompanied Minors,
passengers with visual / hearing impairments etc.
Depending on the airport, special assistance services might be the
responsibility of Swissport or a specialized service provider.
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MEET & ASSIST
Meet & Assist services could include the escort of following passengers,
depending on your airlines policies:
Unaccompanied Minors (UMNR)
Elderly or inexperienced passengers
Families with small children (INF, CHD)
Passengers with disabilities (e.g. BLND, DEAF, WCH)
Passengers with very short onward connections
Passengers deported for legal reasons (INAD / DEPU)
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VIP SERVICES
Escort / assist VIP’s or top frequent travellers
Use designated Immigration or Customs lines, if permitted
Assist with retrieval of their bags
Arrange for luggage porter, if available
Give top priority in case of irregularities, such as short
connections, damaged baggage, or cancelled connections
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CUSTOMS AND IMMIGRATION
While working in the customs and immigration area, you may be asked
to do the following:
Direct passengers to the proper inspection lines.
Assist passengers with immigration forms.
Direct passengers to the baggage recheck area in case of
connecting flights.
Inform transferring passengers on departure gate, boarding time
etc.
Clear unclaimed bags and “rush-bags” through customs as per local
customs procedures.
Direct passengers to the baggage service desk in case of lost or
damaged luggage.
Advise your supervisor of any problems, such as inadmissible or
possible immigration fines.
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INTERLINE / BAGGAGE RE-CHECK / BAGGAGE
SERVICE
Some countries require the passenger to claim their luggage and
clear customs at the first point of entry into that country.
Once passengers have cleared customs and immigration, they
will have to recheck or simply drop off their luggage at the
airlines recheck counter. Before directing passengers to
baggage re-check, check baggage labels to see if they are
tagged all the way to the final destination:
If tagged to the final destination, direct passengers to the
correct area to drop off their bags.
If not tagged to the final destination, direct passengers to the
correct airline to allow them to retag the bag.
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TRANSFER DESK / LOST & FOUND
In case of arrival delays or missed connections, direct
passengers to the correct counter to get tickets reissued.
If passengers’ bags are missing, direct them to the
baggage service counter to fill out a PIR.
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QUICK RECAP
Let’s take a look at what you have learned in this Module:
How to prepare for flight arrival
Importance of different terminal access ways depending on flight’s
origin
Different ways of disembarkation
Aircraft door opening and Flight Clearance procedures
How to assist arriving and transferring passengers
How to meet the needs of arriving special assistance passengers
and VIPs
Tasks in Customs and Immigrations area
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THANK YOU
LET’S DISCUSS
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