GENERAL KNOWLEDGE ABOUT AIRLINE BUSINESS Despite its small size by todays standard, the DC-3 designed in 1934

– revolutionized the airline industry by making passenger flights

profitable. By the end of ‘30s, this place transported over 90% of all
Introduction to Air Transport airline passengers as well as military personnel and cargo
The Douglas DC – 3 is a famous fixed-wing propeller-driven airliner
 Air Transport designed for moving passengers and goods using that revolutionized air travel in the 1930s and 1940s. it was
airplanes, jets, rockets, helicopters, and drones developed by the Douglas Aircraft Company and is often considered
 Various Types: each has unique speed and sustainability approaches. one of the most significant aircraft in aviation history
 Recreational Air Transport Includes hot air balloons, blimps,
gliders, hang gliding, parachuting
 Introduction started in 1903, developed fully in the 1930’s, major
Boeing 737 – 400
growth after WW2
 Domestic an international use air transport serves both types of  147 passengers
flights  544 m.p.h.
 20th century impact air transport’s rapid development: from Wright  119 ft. 6 in.
Brothers to jets, radar, jumbo planes, supersonic speed, vertical take-  1988
off Still in use today by a couple of airlines, this size quickly became
the most popular of the 737 series. Recently, Boeing released
The Wright Brothers
updated “Next Generation” versions of the 737 family, featuring a
When Orville and Wilbur Wright flew at Kitty Hawk on December 17, 1903, modern redesign inside and out
they ignite the aeronautical equivalent of the Big Bang. Although it was not The Boeing 737 – 400 is a narrow-body airliner that was produced
apparent at the time, their awkward looking flyer contained all of the by Boeing from 1984 to 1999. It has a range of approximately 3,000
elements of modern flight including the wings, the engine, controls and miles and can carry up to 149 passengers. The 737 – 400 is known
even the landing gears. Develop the 1st ever aircraft. for its reliability and fuel efficiency, and it was popular with airlines
for its versatility and ease of operation
Airbus A320neo
The Evolution of Airplanes
 189 passengers
Douglas DC – 3  Spacious seating
 14 sleeper / 28 daytime passengers  Reduced engine noise
 64 ft. 5.5. in.  More overhead storage room
 1936  123 ft. 3 in.
 Common configuration  2014
 1st ever commercial flight  Number of seats will be depending on the airline company
 Used during the world war
 The A320neo showcases some of the most modern aircraft design Boeing 747 – 8
available anywhere. While airlines have ordered several thousand of
 467 passengers
these planes, it might be a while before you’re reclined in one
 Several rows seating
leafing through an inflight magazine
 3 seating configurations
The Airbus 320neo (new engine option) is a popular narrow-body
 250 ft. 2 in.
commercial aircraft developed by Airbus. It is an upgraded version
 2010
of the Airbus A320 family of aircraft, which includes the A318,
When airlines need to transport a large number of passengers or a
A319, A320, and A321 models. The “neo” designation represents its
tremendous amount of cargo, the 747 – 8 may be the answer. With
incorporation of new, more fuel-efficient engines and various
four massive jet engines, this high-capacity, long-distance giant is
aerodynamic improvements. The A320neo is widely used by major
ideal for international travel
airlines for short to medium-haul flights and can seat up to 240
The Boeing 747 – 8 is a wide-body commercial airliner with a range
passengers in a typical configuration.
of up to 8,000 miles. It has a top speed of 0.85 Mach and can carry
Boeing 787 – 8 up to 467 passengers in a typical three-class configuration. The
Boeing 747 – 8 is known for its fuel efficiency and environmentally
 242 passengers
friendly design, making it a popular choice for long-haul flights.
 2 – class configuration
 Dimmable windows
 LED lighting
Airline refers only to international operations
 186 ft.
 2009 Air Service any scheduled air service performed by aircraft for the public
The 787, perhaps better known as the Dreamliner, is an efficient transport of passengers, mail or cargo
aircraft designed to fly long distances. Modern versions of the plane
offer all sorts of exciting options, including some of the swankiest Airline means any air transport enterprise offering or operating an
first-class seating available anywhere international air service
The Boeing 787 – 8 is a wide-body, twin-engine commercial Air Carrier a person who undertakes directly by lease, or other
airplane developed by Boeing’s Commercial Airplanes division. It is arrangement, to engage in air transportation. This includes an individual,
the first model in the Boeing 787 Dreamliner series. The Boeing 787 firm, partnership, corporation, company, association, joint-stock association,
– 8 has an impressive range of approximately 7,305 nautical miles governmental entity, and a trustee, receiver, assignee, or similar
(13,530 kilometers). This allows for long-haul flights and enables representative of such entities.
airlines to operate routes that were previously not feasible with other
aircraft
Different Types of Airlines  The flights cannot be cancelled in case there is a low revenue
or few passengers (flights should be executed even there is
1. Passenger Airlines are categorized into domestic, regional, and
only 1 passenger) (Air Passenger Bill of Rights: to protect
international depending on their destination
the paying passenger)
a. Domestic airlines provide air transport services to passengers
 Bounded by International Air Transport Association (IATA)
and for cargo on regular schedules within a country. Domestic
rules
air transportation includes any flight that begins and ends in the
 Route planning, service frequency, and hub and spoke are
same country. (Ex. MNL – CEB / BKK – HKT)
complex
b. Regional airlines provide air transportation services to
passengers and for cargo on regular schedules within the same Charter Airlines
continent; regional airlines may be providing both domestic and
Is an unscheduled flight that is not part of a regular airline routing.
international flights within their specific region (Ex. MNL – SIN
With a charter flight, you rent the entire aircraft and can determine
/ MAD – LHR / BOM - CGP)
departure / arrival locations and times. Because a charter
c. International airlines provide air transportation services to
flight is not part of a scheduled service, the flight will depart when
passengers or cargo on regular schedules within and outside the
you want it to. You are also able to choose which cities you fly to
continent of airline’s registered country (Ex. MNL – CGD / SIN
and from. Charter flights are particularly convenient when you need
- MAD)
to travel to a city where scheduled airline services may require
multiple connections or layovers before you reach your destination
Characteristics of charter airlines:
Airline operations may be also classified into scheduled, charter, and ad hoe
 The passengers or tour operators may decide on routing and
charter operation
departing time
Scheduled Airlines  It can easily determine their own budget
 They do not operate a flight until the desired amount of
Provide fixed-schedule services. Passengers may select the most profit is earned. The airline will provide charter services only
suitable flights offered by the airline and air tickets may be if the desired amount of income will be generated
purchased through authorized travel agencies or directly to airline’s  They are not bounded by IATA rules and therefore, are more
own reservation systems. This kind of airlines require intensive able to set their own regulations
planning based on passengers’ demand, operations ability and  (Possible to fly depending on their disclaimer / Have their
pricing and marketing strategies own rules: Minimum capacity)
Characteristics of scheduled airlines:
 The schedule is fixed for departure and arrival (published Ad hoc Charters
ETD & ETA) (the publish must be registered at Civil
Ad hoc charters operate flights not indicated by a set schedule due to
Aviation Authority of the Philippines CAAP / the time and
the increased demand for travel during peak travel seasons or a
destination)
sudden need for an individual to fly on business. Insurance
companies are known to book charter flights to repatriate a customer
 in need of medical care abroad or within a country. Governments have multiple hubs. They claim that hubs allow them to offer more flights
also charter these flights to repatriate citizens because of political for passengers.
instability or disaster in another country.
The components of the hub-and-spoke system are as follows:
Characteristics of Ad hoc charters:
 Operated for a specific purpose  Line station also referred to as spoke, is any city served by a hub. A
 Customers state the routing and timing of the flight line station feeds passengers into the hub in an effort to maximize
 Often booked in a “last minute” or “emergency” situation service and increase passenger loads
 Hub a city is chosen to be a hub because of its location, resources,
Scheduled airlines = Fixed Route & Fixed Time
and facilities available
Charter Airlines / Ad Hoc Airlines = No Fixed Route & Flexible Time  Gateway the last city or the first city in a country from which the
passenger departs to or arrives from an international destination. A
LCC: Low Cost Carrier
gateway city can also serve as hub
Basic Airline Routing Strategy  (Limited Frequency: number of flights they fly on the destination)

Point to Point refers to a transportation system in which an aircraft travels Advantages of hub-and-spoke system
directly to a destination, rather than going through a hub
 The airline is able to operate to more destinations with fewer aircraft
Advantages of a point-to-point system:  Airlines are able to achieve higher passenger loads
 Airlines operate more frequently between the hub-and-spoke cities
 Since the aircraft travel directly to their destinations from the  With an increased frequency, airlines are able to provide more flight
original point, the travel time for the passengers is minimized operations to their passengers
 There is less chance of losing baggage on a non-stop flight  Airlines can purchase more aircraft and serve a greater number of
 Travelers do not have long layover times in a transit airport cities more efficiently with the hub-and-spoke system
Disadvantages of a point-to-point system: Disadvantages of a hub-and-spoke system
 If the airline does not serve a desired origin-and-destination pair, the  The fixed timetable of the network means that an interruption at one
passenger will not choose to fly with the airline station can have repercussions through the entire network
 Requires a large fleet size. Therefore, the airline needs to invest  Airlines are not allowed to take advantage of increased demand
more capital in purchasing aircraft so that more routes can be between two cities because aircraft are previously earmarked
offered  Delays at the hub for any reason cause congestion to the entire
Hub and Spoke connects every location through a single intermediary network of flights
location called a hub. Hub-and-spoke, as a network structure, allows for  Passengers and cargo suffer longer times to reach their destination
greater flexibility within the transport system through a concentration of  Inconvenient for passengers who are required to deplane, locate their
flows. A Hub is a central airport that flights are routed through, and Spokes new departure gate and board the next aircraft
are the routes that planes take out of the hub airport. Most major airlines
Code Share are business arrangements where two or more airlines agree to  DOT’s role shifted from public interest to safety standards after
market and publish a particular flight as part of their own schedule or deregulation
timetable. Only one carrier actually operates the flight, however the other  Despite route and pricing deregulation, other aspects of the industry
airlines marketing the flight can all add their own unique flight number to are regulated
flight for marketing purposes. Marketing (advertise / promotion, selling of  Local governments control airport access and gate allocation,
tickets) Operations (staffs: FA, Pilot / aircraft) affecting services
 Bilateral open-skies agreements gradually deregulate international
Advantages of code sharing
routes
 The operating airline increases the number of passengers flying on  Open-skies agreements have limitations, not allowing foreign
its planes thereby increasing the efficiency of each flight carriers for domestic flights
 Airline provide more destinations without extra investment  Certain airports, like in Chicago, NY, and DC, have federal slot
 Passengers benefit from greater number of destinations and flight regulations
choices on multiple airlines which can be conveniently booked  Some markets receive federal subsidies and regulations for isolated
through a single source such as the airline’s website services
 Code sharing also allows passengers to earn more mileage points  ICAO established in May 1945, headquartered in Montreal Canada,
when they are traveling on different airlines with 193 member states
 Industry governed by ICAO (International Civil Aviation
Organization), IATA (International Air Transport Association),
Disadvantages of code sharing CANSO (The Civil Air Navigation Services Organization), and
ANSP (Air Navigation Service Providers)
 Ticket prices are often higher due to reduction of flight
frequencies and diminished competition between airlines
 Often passengers are confused about the operating carrier and ICAO / International Civil Aviation Organization is a UN specialized
the marketing carrier. This is especially problematic if the agency established by States in 1944 to manage the administration and
passenger has a strong preference for an airline’s aircraft and governance of the Convention on International Civil Aviation (Chicago
crew Convention). Works to reach consensus on international civil aviation
Standards and Recommended Practices (SARPs). Used by ICAO member
states to ensure that their local civil aviation operations and regulations
Airline Regulations and Deregulation conform to global norms

 Before 1979, Civil Aeronautics Board controlled airline routes and IATA / International Air Transport Association is the trade association
prices for the world’s airlines, representing some 290 airlines or 82% of total air
 Deregulation in 1979 allowed “fit, willing, and able” airlines to fly traffic. They support many areas of aviation activity and help formulate
any domestic route industry policy on critical aviation issues. IATA has been described as a
cartel since, in addition to setting technical standards for airlines, IATA also
organized tariff conferences that served as a forum for price fixing
CANSO / Civil Air Navigation Services Organization is s a Airport Codes
representative body of companies that provide air traffic control. It
 An IATA airport code, also known as an IATA location identifier,
represents the interests of Air Navigation Service Providers (ANSPs).
IATA station code, or simply a location identifier, is a three-letter
CANSO members are responsible for supporting over 85% of world air
geocode designating many airports and metropolitan areas around
traffic, and through its workgroups, members share information and develop
the world, defined by the International Air Transport Association
new policies, with the aim of improving air navigation services on the
(IATA). The characters prominently displayed on baggage tags
ground and in the air. CANSO also represents its members' views in
attached at airport check-in desks are an example of a way these
regulatory and industry forums, including at the International Civil Aviation
codes are used.
Organization (ICAO), where it has official Observer status
Airline Alliances
ANSP / Air Navigation Service Providers is an organization that provides
the service of managing the aircraft in flight or on the maneuvering area of  Star Alliance This is the largest and oldest airline alliance,
an and which is the legitimate holder of that responsibility. A body that established in 1997. It includes airlines from around the world and
manages flight traffic on behalf of a company, region or country provides a vast network of destinations. Some of its prominent
members include UA, LH, AC, SQ, ANA A3, OS, TG, TK, TP
 Oneworld founded in 1999, Oneworld is another significant airline
Airline Codes alliance. It includes airlines like AA, BA, IB, MH, UL, RJ, AY,
Cathay Pacific, Qantas and Japan Airlines. Oneworld offers a strong
 IATA airline designators, sometimes called IATA reservation
network primarily focused on international travel.
codes, are two-character codes assigned by the International Air
 SkyTeam established in 2000, SkyTeam is the third major global
Transport Association (IATA) to the world’s airlines. The standard is
alliance. It features airlines such as SU, DL, AF, KL, KE, AM, AZ,
described in IATA’s Standard Information Manual and the codes
CI, OK, RO, VN. SkyTeam aims to provide an extensive network
themselves are described in IATA’s Airline Coding Directory
with a focus on connecting travelers to various destinations.
 The IATA codes were originally based on the ICAO designators
which were issued in 1947 as two-letter airline identification codes. SkyTrax is a British-based consultancy that specializes in airline and
IATA expanded the two-character-system with codes consisting of a airport research, reviews, and ratings. It is known for its global airline and
letter and a digit (vice versa) e.g., EasyJet's U2 after ICAO had airport ranking system, which is widely recognized within the aviation
introduced its current three-letter-system in 1982. Until then only industry and among travelers. Skytrax conducts thorough assessments of
combinations of letters were used. airlines and airports based on customer feedback, as well as its own audits
and evaluations. The organization's aim is to provide travelers with
information about the quality of different airlines and airports to help them
make informed decisions when booking flights and planning their journeys.
Key features of SkyTrax include: AIR TRAVEL PROCESS
 Airline Reviews and Ratings
 Airline Rankings
Introduction to Air Travel Process
 Airport Reviews and Ratings
 Airport Rankings
 Airline and Airport Awards

SUMMARY
The Pre-Travel Process
 Airline is any air transport enterprise offering or operating an air
service for passengers and freight. After a long history of Pre-Travel process is the first stage when the passenger makes plans for
development, air transportation today plays an important role in a trip. There are different reasons for passengers to travel and these purposes
country’s economy by enhancing the efficiency and effectiveness of can be divided mainly into business and leisure.
both business and pleasure travel.
Business Travel / Corporate Travel is a term used to describe travel that is
 Most airlines today adopt the point-to-point system or hub-and-
carried out on behalf of a business, or for the purposes of doing business
spoke routing system. Some large airlines implement both strategies
with someone else. The term applies regardless of how frequent the travel
for their different markets.
is, or how far away from the day-to-day workplace it takes the traveler.
 Groups of airlines have created alliances to enhance their services by
developing code share flights and supporting each other’s customer Leisure Travel is travel in which the primary motivation is to take a
loyalty programs. The alliances help increase revenue and reduce vacation from everyday life. Leisure travel is often characterized by staying
operational costs. in nice hotels or resorts, relaxing on beaches or in a room, or going on
 ICAO and IATA are the key regulations for establishing guided tours and experiencing local tourist attractions.
standardized policies for the entire airline industry.
 Before airlines are regulated (run by government) During the pre-travel process, passengers traveling for different purposes
 ANA (All Nippon Airways) consider different methods of purchasing the ticket. Airlines have set up
 FFP – Frequent Flyer Program (loyalty program / benefit) different locations such as their own airline reservation office, the airline
city office, and the airport ticket counter where the passengers may reserve
and purchase their tickets. Passengers can also purchase tickets online or via
the services of the travel agency and mobile applications.
Airline Reservation Department is a call center, or a hotline center  DATAS / Delta Automated Travel Account System in 1968,
usually located outside the airport. The main mission of the airline created by Delta Airlines
reservation staff is to aid passengers with reservation issues or other  Apollo Reservation System & Programmed Airline Reservation
enquiries. System (PARS) in 1971, United Airlines and Trans World Airlines
 SystemOne computer reservation system in 1978, an efficient
Airport City Office many airlines establish city offices for the convenience
computer reservation system proved important. Frank Lorenzo
of their passengers. These offices are usually, full-service offices offering
purchased money-losing Eastern Air Line to gain control of it.
reservations services, ticketing purchase, resolution of ticketing issues,
 Travicom in 1976, Videcom International with Britsih Airways,
disposition of lost or broken baggage etc. The city office is often more
British Caledonian and CCL. World’s first multi-access reservation
convenient than the airport for passengers who do not have credit card or
system. It allowed agents and airlines to communicate via a common
wish to pay in cash.
distribution language.
Airport Ticket Counter are usually located in the airport terminal nearby  Sabre in the late 1953, American Airlines pioneered the use of a
the check-in counter. Their main role is to handle ticketing issues at the computer reservation system, and in 1963 American installed its
airport which include date and itinerary changes for reservations, ticket Semi-Automated Business Environment, or SABRE. The Sabre
revalidation (change of tickets), and selling airline tickets on the spot. global distribution system (GDS) is the world's largest electronic
travel reservation system. Other airlines followed American's lead
Online with the use of technology, many airlines today sell airline tickets and developed their own computer reservation systems.
directly to passengers via the Internet. This is especially popular with the  Travelport / Travelport GDS is regarded as one of the three major
low-cost carriers that try to minimize their labor costs. Airlines are creating global distribution system operators. The company has its
user-friendly websites and smart phone applications to provide the most headquarters in the United Kingdom, but can trace its history back to
cost-effective methods to dispense their tickets. 1971, and the creation of the Apollo GDS in the United States.
Travel Agents, Travel Agency is a retail business engaged in selling and Indeed, today, Travelport is comprised of the Apollo, Worldspan and
arranging transportation, accommodations, tours, and trips for travelers. Galileo GDS systems. While Travelport GDS was initially geared
Also known as “travel bureau”. A travel agency's main function is to act as towards airline companies, it is today used to distribute a variety of
an agent, selling travel products and services on behalf of a supplier or in products and services for those in the travel industry, including hotel
this case are the airline companies rooms and hotel products.
 Amadeus is the largest global distribution system by pure market
share, accounting for around 40 percent of travel agency bookings. It
Airline Reservation Systems was established in 1987 and connects travel agents to hotel rooms,
airline tickets and other travel services, although the majority of
 Magnetronic Reservisor 1964, American Airlines began ting with Amadeus bookings are actually flight related. The company
the first automated booking system, the Electromechanical headquarters is in Spain, while the central database is in Germany.
Reservisor. In 1952, the airline introduced a newer system in order As a result, it may appeal to hotel owners who are particularly
to gain access to inventory in real time from across their network. focused on the European market, where it is by far the strongest
Able to store up to 1,000 flights, a major feat at the time. GDS.
  Abacus is a global distribution system (GDS) only used by travel Airline Tickets may be paper / electronic. Airline ticket allows the airline to
agencies in Asia. It is operated by Abacus International Pte, Ltd., issue a boarding pass, which is a paper document. Boarding Pass is then
which is headquartered in Singapore and which is owned by Sabre used to proceed through security, pay any immigration or airport duties /
Holdings and eleven Asian airlines; All Nippon Airways, Cathay fees and secure a seat on the plane
Pacific, China Airlines, EVA Airways, Garuda Indonesia, Dragonair,
Paper Ticket a conventional airline ticket, consisting of a coupon for each
Philippine Airlines, Malaysia Airlines, Royal Brunei Airlines and
flight together with other administration coupons
SilkAir.
Electronic Ticket It is an electronic record of the traveler's airline
reservation, containing information such as the time, date and place of the
Passenger Name Record is commonly used in the travel industry and it’s flight, airport, seat assignment and travel class.
basically a ‘file’ in the database of the system (GDS or CRS/ PMS) which
contains information about a passenger (or a group of passengers traveling
together) and his travel plans (flight itinerary, hotel booking segments, car Departure Process
rental bookings, etc.).
International Departure Process Flowchart
Check in -> Security -> Immigration -> Boarding
Domestic Departure Process Flowchart
There are five mandatory entries within a PNR, known as PRINT each letter
representing the following: Check in -> Security -> Boarding

P – Phone Field (contact number) Arrival Process

R – Received Field (name ng gumawa ng ticket) “Transit” International Transit Flowchart

I – Itinerary Field (destination) Arrival -> Security -> Boarding

Transit passengers are those who arrive by one aircraft and
N - Name Field (name of passenger) immediately depart on the same aircraft
T – Ticketing field (price airfare) “Transfer” Domestic Transit Flowchart
In addition to the above mandatory fields of PRINT, 38 other types of Arrival -> Waiting Lounge -> Boarding
information can be found in a PNR. Furthermore, four extra items, Transfer passengers are those who arrive with one airline before
including name, home address, home phone number, and date of birth, are making an immediate connection to their next or final destination
required for the Computer-Assisted Passenger Prescreening System with the same airline (with a different flight number) or with another
(CAPPS-II) to pre-screen for the Transportation Security Administration airline
(TSA) for all the passengers traveling to the United States.
“Interlining” Transfer flowchart passengers are required to retrieve Domestic Arrival Flowchart
their baggage and re-check-in with another airline
Arrival -> Baggage Claim -> Leaving the Terminal
Arrival -> Immigration -> Baggage Claim -> Customs -> Check
in -> Security
- > Immigration -> Boarding
“Interlining” Transfer flowchart when passenger’s baggage is checked PASSENGER TERMINAL ENVIRONMENT
to its final destination
Arrival -> Check in -> Security -> Boarding
Airport also called air terminal, aerodrome, or airfield, site and installation
“Change of Gauge” A typical change of gauge flowchart for the takeoff and landing of aircraft. An airport usually has paved runways
and maintenance facilities and serves as a terminal for passengers and
Refers to a passenger traveling on a direct flight that requires
cargo.
changing aircraft type at connecting airports. This is often confusing
to passengers who equate "direct flight" with "non-stop flight."

Airport Geography
The airport terminal may be divided vertically and horizontally into four
areas:
Landside (open to the public)
The landside area of the terminal starts at the entrance to the airport
Minimum Connecting Time (MCT) on a flight, many passengers make and ends at security and immigration (international airports).
immediate transfers or transits to another flight upon arrival. These It is connected to ground transport access and egress. The landside
passengers are known as connecting passengers. The required connection area consists of check-in counters or kiosks, baggage drop-offs,
times at airports range from 30 minutes to one and-a-half hours depending restaurants, and shops.
on the airport facilities, aircraft parking location, and transfer regulations of The arrival hall located at the landside area consists of baggage
the country. claim, greeting areas, tourist information counters, and car rental
companies.
Most of the landside areas are accessible to the public.
Arrival
International Arrival Flowchart
Arrival -> Immigration -> Baggage Claim -> Customs ->
Leaving the Terminal
Airside (tightly controlled) After immigration, passengers who have checked bags are required
to retrieve them from the baggage belt area and proceed through
The airside covers the area from security and immigration to the
customs to the greeting area. They then have several land
airplane door.
transportations options to choose from: private vehicles, airport
This includes waiting area for the passengers where they can wait
taxis, metered taxis, buses, and in the instance of many newer
before proceeding down the jet bridge for boarding the aircraft
airports, train or subway transport into the city.
through the gates.
Domestic passengers proceed to the baggage carousels and greeting
The airside area consists of waiting areas near the gates, lounges,
area. They can choose from the same land transportation options as
shops, and restaurants. Duty-free shops and many international and
international passengers.
local brand shops can also be found in the airside areas.
The airside of the terminal is strictly restricted to individuals with Based on the different geographical locations, these areas are also combined
proper documents such as boarding passes or airport permits. into the following:
Anyone entering the airside area must be screened by the airport
Landside Departure
security.
The landside departure area is accessible to both travelers and non-
travelers.
Departure Check-in counters are in this area and often include special
counters dedicated to first and business class passengers.
The departure area within the terminal is designed for departing
Large airports may also separate domestic and international check-
passengers.
in counter areas.
The departure area consists of check-in counters, shops, restaurants,
Other facilities available in this area include porter service for
immigration, security, waiting areas, and gates.
baggage assistance (generally available at the curb side), ticket sales
Departing passengers normally enter the terminal, obtain their
offices, restaurants, shops, airport information booth, trolleys, public
boarding pass at the check-in counter, and through security and
telephones, and public toilets.
immigration (for international passengers), before proceeding to the
Many airports have also introduced preliminary security checks for
waiting areas near their departure gate.
all individuals entering the terminal.
Arrival
Once the passengers reach their destination, they will disembark
Airside Departure
from the aircraft and proceed to the arrival area within the airport
terminal. The airside departure area is accessible only to passengers with valid
International passengers then proceed either to the transfer travel documents.
counter(s) to check in for another flight or through immigration for Facilities located in this area include immigration counters, X-ray
arrival processing. machines for security screening, and departure gates.
 Duty-free shops are also located in international terminals where Left Luggage is a location where the passengers may pay to
passengers may enjoy tax-free shopping. temporarily deposit their baggage at the airport for a period. This
There are often a variety of sundry shops, fast food and table service provides convenience to passengers, especially to those who
service restaurants, souvenir shops, Internet cafes, and even spas. are in transit so that they may store their luggage at the airport and
Major airlines may provide lounges for their first class, business leave the airport for a short city visit.
class, and frequent flyer customers.
Airside Arrival
Airport Ground Services
Passengers arriving from all flights disembark from the aircraft and
Check-in Counter is the process in which the passenger, upon
proceed to the arrival reception area.
arrival at the airport, hands over any baggage that they don’t want or
This area begins the moment the passengers disembark from the
are not allowed to carry inside the aircraft's cabin. They are then
aircraft to the location where they collect their baggage.
given a boarding pass before they proceed to board the aircraft. If
It includes transfer check-in counters, security, and immigration (for
possible, we recommend using online check-in – it is much more
international terminals).
convenient, and you can arrive at the airport later. The passenger has
Landside Arrival the ability to ask for special accommodations such as seating
preferences, inquire about flight or destination information,
The landside arrival is located within the passenger terminal to
accumulate frequent flyer program miles, or pay for upgrades.
which non-travelers also have access.
Airport ticketing Airlines also provide ticketing sales services
This is the greeting area for arriving passengers.
within the airport terminal. These are located near the check-in
Facilities such as banks, ground transportation services, hotel
counter, on a different floor, or have their own designated areas. The
information desks, and local tourism information desks or kiosks are
ticketing office provides reservation and ticketing-related services to
in this area.
the passengers
Boarding gate is is where passengers turn in their boarding passes
and proceed to board the aircraft. It is located after the security and
Airport Facilities immigration section (in international airports) within the airside
Flight Information Display System (FIDS) is a computer system departure area. Passengers are called to the gate when their flights
used in airports to display flight information to passengers, in which are ready for boarding
a computer system controls mechanical or electronic display boards Waiting area gates may include a waiting area for passengers
or TV screens in order to display arriving and departing flight before boarding their flight. While the exact specifications vary from
information in real-time. airport to airport and country to country, most gates consist of
seating, a counter, and an entry or exit doorway leading to the
aircraft.
Airline and Airport Lounge is a facility operated at many airports. Load Control located at the back office of an airline, the main
Airport lounges offer, for selected passengers, comforts beyond responsibility of this department is to prepare flights for check-in.
those afforded in the airport terminal itself, such as more Load control duties include the editing of flights one day prior to
comfortable seating, quieter environments, and often better access to departure to provide seating arrangements for groups who have not
customer service representatives. Other accommodations may had their seats pre-assigned. They are also responsible for contacting
include private meeting rooms, telephones, wireless internet access, the catering department or catering company to order meals for all
and other business services, along with provisions to enhance passengers on board a flight, including those with special dietary
passenger comfort, such as free drinks, snacks, magazines, and requests.
showers. Meet and Assist (MAAS) Airport Meet and Assist is a personal VIP
Arrival hall is a location the passengers enter after they disembark service providing a professional greeter to accompany travelers
from the aircraft. Prior to the flight arriving at their assigned gates, through the airport. They help passengers navigate through airport
ground agents are required to prepare for the arrival passengers. The security, paperwork and physical challenges that are part of modern-
main responsibilities include notifying passengers of new travel day international travel. Meet and Assist Services ensure that every
information, providing assistance to passengers who have airport experience is as smooth, quick and easy as possible, while
connecting flights, handling reserved wheelchairs, providing still complying with full airport security.
baggage carousel information for arrival passengers, and generally
guiding the flow of passengers.
Transfer Desk This counter is like a check-in counter but is located Airport Partner Services
within the arrival airside area. The transfer desk provides check-in
service to passengers who have immediate connections but who do In day-to-day operations, ground agents must often communicate with other
not hold an onward boarding pass due to the lack of bilateral offices and organizations within the airport terminal
agreements between airlines. This check-in service helps connecting Airport Authority is a management organization that manages an
passengers to get checked-in at the airside area hence they are airport. This authority is responsible for the operation and
exempted from having to go through customs, immigration, and maintenance of all the facilities within the airport terminal.
quarantine (CIQ) and check-in at the airport check-in concourse. No Immigration is about the people traveling from one country to
baggage acceptance facility is available at the transfer desk another. It’s sometimes called “passport control” or “border control”
Lost and found is in the baggage carousel area. Usually, there is an depending on the airport. The main duty of immigration at an airport
office or a counter for passengers to report lost bags. It is the airline is to control the movement of citizens and visitors into and out of the
that is responsible for lost bags country. This is the area where the passengers are required to present
Weight and Balance located at a back office of the airline within their passports for document checks and have their passports
the airport terminal, the main responsibilities of the weight and stamped with the arrival or departure date. Immigration officers
balance department are to ensure that the aircraft's weight is below have the authority to refuse a passenger entry to or exit from a
the maximum allowable weight and that it is evenly distributed. country.
Weight and balance plays an important role for flight operations, Customs as the name implies, an airport is in fact, a port” or border
ensuring that the aircraft is not overweight where goods in terms of both safety and collection of duty fees.
Governments task this responsibility to the customs department Embassy and consulates ground agents closely interact with the
whereby all baggage arriving at international airports are required to representatives of an embassy regarding documentation problems.
go through customs. The usual issues are related to passport, visa, and other
Airport Security include different professionals that are required to documentation problems
supervise several security programs and implement them in airports.
They are required to inspect, monitor, and screen all passengers to
make sure that safety is maintained. Among professionals working
on this place are Airport Security Officers and they are responsible
for controlling the access of people and items to a plane.
Law enforcement usually the police, is responsible for ensuring the
safety of all airport users and airport property. Law enforcement is to
be contacted when there is a threat to passengers, staff, or airport
property. Law enforcement is also called for in the instances of
flight-related incidents that involve dealing with any passenger
whose behavior cannot be controlled or who is breaking any law
Port health is a government department that enforces relevant
provisions designed to prevent diseases from entering the country
via seaport, airport, and land boundary. The primary role of this
department is to prevent infectious diseases from being introduced
into the country. Many airports today have set up thermo checks to
prevent sick passengers from entering the country without being
seen by a medical practitioner.

Airport Clinic on-the-spot medical treatment services are provided

at the airport clinic. The clinics are located within the airport
terminal for sick or injured passengers or staff who require
immediate medical attention. In emergency cases, patients are
referred to the hospital after preliminary treatment.

Tax refund office Value Added Tax (VAT) is a form of consumption

tax that the taxation office of the country collects when a purchase is
made. Many governments offer tax refund programs to motivate
tourist purchases. A special counter is set up at international airports
for such refunds