UNIVERSITY INSTITUTE OF TOURISM

AND HOSPITALITY MANAGEMENT

DEPARTMENT-AIRLINES
Subject Name- Airport Terminal
Operations
Code- 24AAP-111/24TTP-111
Faculty name:
Ms.Ishpreet kaur
DISCOVER . LEARN . EMPOWER
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 Course Outcomes

C Statement Perform Student Level of Target

O ance Outcome Learning Attainm
Indicato Indicator (Highest ent
N r (ABET) BT Level)
o

CO Applying skills in coordinating and managing 1.1.1,1.1 3 70%

1 the various components of Airport Terminal .3,
Operations, including passenger Processing,
Baggage handling and Airfield Operations. 1.2.2,
1.2.3

CO Analyzing the Safety and security Protocols, 6.1.1,6.2 4 70%

2 including emergency planning and response .1,
procedure, and the ability to implement them
in a real -World Setting. 6.2.2,
6.2.3

CO Apply Best Practices in Customer Service to 5.1.3,9. 3 70%

3 provide excellent service to passengers, 1.1,
airlines, and other stakeholders in the Airport
Environment. 9.3.2,7.
1.1,

5.1.1

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 Course Objectives
● To provide students with a comprehensive understanding of the day-to-day operations of an airport terminal.

● To provide understanding of students with various processes involved in terminal operations, such as check-
in, baggage handling, security, And Provide hands-on experience and real-world applications through
practical exercises and simulations.

● To analyze the role of airlines, ground handlers, and other stakeholders in terminal operations and the
importance of effective communication, coordination, and collaboration between different stakeholders

● To equip students with the skills and knowledge needed to manage and coordinate terminal operations.

● To encourage students to think critically and develop creative solutions to operational challenges.

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Course description

The practical component of the course provides students with the opportunity to work on real-life
scenarios and projects, simulating the various processes and systems involved in airport terminal
operations. This includes areas such as passenger and baggage handling, security, customer service,
and facility management. It covers topics such as terminal design and layout, passenger and baggage
handling, security, customer service, and facility management. The practical component of the course
helps students to gain hands-on experience and develop problem-solving skills, while also giving
them the opportunity to apply their knowledge in a controlled, simulated environment. The goal of
this practical course is to help students to develop the competencies and practical skills necessary to
succeed in a career in airport terminal operation.

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Syllabus
Unit-1 Airport Terminal Handling Contact Hours:20
Practical - 1
● passenger at departure,
Passenger handling or
check-in procedures
● passenger at security,

● passenger at arrival,

● transfer and transit passenger,

● carriage of physically incapacitated/reduced mobility/disabled passenger

● limitation of acceptance (ambulatory and non-ambulatory passenger)

● acceptance of medical passenger (oxygen on board or stretcher case)

● carriage of expectant mother,

● carriage of infant policy,

● passenger on wheelchairs,

● passengers with excess baggage ,

● prisoners on board

● carriage of unaccompanied minor or young passengers( um form

distribution)
Practical – 2 ● cabin baggage (dimensions ,weight ,types, Items allowed or not allowed, no of cabin bag)
Baggage Check-in
Procedures ● checked baggage (dimensions, weight allowance ,types of bags, excess baggage ticket)

● offloading of checked baggage ( priority, transit, transfer and special circumstances )

● mishandled or unclaimed baggage

● carriage of Arms and ammunitions

Practical – 3 ● Customer expectations and satisfaction

Airport Customer
Service Skills and ● Listening and responding skills
Principles
● Difficult customers and situations( Dealing with complaints)

● Denied boarding

● dealing with flight cancellations/delayed situations

● dealing with No- show passengers

Practical – 4 ● Notable systems

● Navitaire system ( Go Now and Sky speed)

Airline Reservation
System ● how to do check in or print boarding pass with GO NOW system

● how to do boarding ( sequential boarding )with GO NOW

● how to make bookings with Sky Speed system

● adding a bag and checkout a passenger from the system

● adding extra Baggage charge

● adding wheelchair service

Self-Study Topics Learn about the basic principles of customer service, such as active listening, effective
communication, empathy, and problem-solving.
Practical -1
Passenger handling or check-in procedures
Passenger
Experience: From
Departure to Arrival
Discover the journey of a passenger, from the excitement of
departure to the smooth security process, and the joy of arrival
at their destination.
 Passenger at Departure
Check-In Security Screening

All passengers must go through a

Passengers start their journey by checking
thorough security screening process to
in their baggage and collecting their
ensure safety.
boarding pass.

Boarding Pre-Flight Amenities

Waiting areas offer shops, restaurants,
Once cleared, passengers proceed to the
and lounges for passengers to relax and
boarding gate, ready to embark on their
prepare for their flight.
adventure.
Passengers with Excess Baggage
1 Excess Baggage Fees

Passengers with extra luggage may be subject to additional

charges based on weight and size restrictions.

2 Baggage Drop-Off

Designated areas and staff are available to assist passengers with

checking in their excess baggage.

3 Handling Services

Airports provide efficient handling services for excess baggage,

ensuring it reaches the final destination safely.
Passenger at Arrival

Baggage Claim Welcome Ground Transportation

Passengers collect their Arriving passengers are Passengers find various

luggage from the carousel greeted by loved ones and transportation options,
at their destination airport. airport staff, creating including taxis, shuttles,
heartwarming reunions. and public transportation.
Transfer and Transit Passengers
1 In-Transit Lounge

Passengers on connecting flights relax in comfortable lounges,

often with amenities and services.

2 Transfer Assistance

Airport staff guide passengers through the transfer process,

ensuring a smooth and efficient journey.

3 Seamless Connectivity

Transit passengers have access to free Wi-Fi and charging stations,

enabling them to stay connected.
Carriage of Physically
Incapacitated/Reduced
Mobility/Disabled Passenger
Priority Assistance Accessible Facilities

Special assistance is provided to Airports and airlines offer accessible

passengers with reduced mobility or features, such as ramps, elevators, and
disabilities, ensuring their comfort dedicated seating areas.
throughout the journey.
Assistive Devices Trained Staff

Passengers can request aids like Airlines and airport personnel undergo
wheelchairs, walking canes, hearing specialized training to provide quality
aids, and visually impaired assistance. support to passengers with disabilities.
Passenger on Wheelchairs
1 Accessible Boarding

Passengers using wheelchairs receive priority boarding and assistance to

ensure a smooth boarding process.

2 Wheelchair Storage

Airlines provide designated spaces to store collapsible wheelchairs during

the flight.

3 Assistance on Arrival

Upon arrival, passengers using wheelchairs are given priority for

disembarkation and receive assistance as needed.
Acceptance of Medical Passenger
Oxygen on Board

Medical passengers requiring oxygen can be accommodated with prior

arrangements, ensuring a safe and comfortable journey.

Stretcher Case

Passengers with medical conditions necessitating a stretcher during the

flight receive special care and support.
Carriage of Expectant Mother

1 Prenatal Guidelines

Expectant mothers receive

prenatal care information to
Comfortable Seating 2 ensure a safe and comfortable
Airlines provide more legroom flight experience.
and options for adjustable seating
to accommodate pregnant 3 Onboard Assistance
passengers.
Attentive cabin crew members
offer additional support and
assistance to expectant mothers
during the flight.
Carriage of Infant Policy

Bassinet Facilities Child Restraint System Special Meals

Infants under a certain age Airlines provide options for Infant meals and baby food
can be accommodated in child restraint systems, can be requested in
bassinets, allowing them to ensuring the safety of advance to cater to the
rest comfortably during the infants during takeoff, nutritional needs of young
flight. landing, and turbulence. travelers.
Prisoners on Board
Security Measures

Prisoners are escorted and monitored by law enforcement officers

throughout the flight.

Special Seating

Passengers considered high-risk may be seated in specially designated

areas to ensure security.

Crew Training

Airlines provide comprehensive training to cabin crew members to handle

situations involving prisoners on board.
Carriage of Unaccompanied Minor or
Young Passengers

Dedicated Assistance Entertainment Options Family Lounging Area

Dedicated staff members Airlines provide age- Airports offer separate

assist unaccompanied appropriate entertainment lounges or play areas
minors throughout their to keep young passengers where children can relax
journey, offering guidance engaged during the flight. and engage in fun
and support. activities.
 Applications

• The student will come to know about the various terms used at the airport

• The student will explain about the various polices followed at the airport

• To understand the terms specific to aviation sector

• Develop the basic knowledge-based on airport operations

• To understand the basic concepts of aviation

 REFERENCES
Text Books / Reference books
Text Books
 T1 "Airport Operations, Second Edition" by Norman J Ashford
and John W Dixon
 T2. "Airport Engineering: Planning, Design, and Development
of 21st Century Airports" by Norman J. Ashford and Stuart D.
Waite
 Reference Books
R1. “Airport Terminals: Butterworth Architecture Library of
Planning and Design Kindle “Edition by Christopher J. Blow
(Author) Format: Kindle Edition
R2. AIRPORT PLANNING AND MANAGEMENT 6/E Paperback
– 16 May 2011, By Seth Young (Author), Alexander T. Wells
(Author)
 Assessment Pattern

Theory Practical

Compone Internal Mid Term End Term Continuou Mid End Term
nts Assessm Assessme Assessment s Term Assessm
ent nt Assessme Assessm ent
nt ent

Marks 40 60 60 40

Total 100 100

Marks
 Assessment Pattern
Internal Evaluation
Final Weightage in Components Remarks
Direct Evaluation Weightage of Mapping with Mapping with
SR No. Frequency of Task Internal BT Levels CO Mapping (Graded/Non-
Instruments actual conduct SIs (ABET) PIs
Assessment Graded)

8 marks for each CO1 NA 1.1.1,

1 VIVA One per practical 1.1.3,
practical
1.2.2,
4 marks for each 1.2.3
2 GROOMING One per practical
practical CO2 6.1.1,
4 marks for each 30 marks per 6.2.1,
3 CLASS CONDUCT One per practical 1-4 GRADED
practical practical 6.2.2,
CO3 6.2.3
4 marks for each
4 JOURNAL One per practical
practical
10 marks for each
5 WORKSHEET One per practical
Worksheet
1-4 CO1, CO2, CO3 NA NA
6 Exam 15 marks for one MST 1 per semester 15 marks for MST Graded
NA NA NA NA
One per lecture
7 Homework NA topic (of 1 NA Non-Graded
questions)
2,3 CO2, CO3 6.1.1,
Experiential 6.2.1,
8 Learning[EXL]-Mini 5marks 1 per semester 5 6.2.2, Graded
Projects 6.2.3

9 Discussion Forum NA One per unit NA NA NA NA NA Non-Graded

10 Attendance NA NA 2 Graded
THANK YOU