SUB CODE : 5.

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▪ Module No. 5: Basics of Grooming and Soft Skills 12 Introduction to Grooming, its
Importance & Relevance – Skin & Hair Care – Health & Nutrition – Skin Structure,
Types & Care – Hair Structure, Types, Care & Styles – Elegant Dressing & Wardrobe
Essentials – Do’s & Don’ts of Healthy Living – Body Language – Do’s & Don’ts,
Confidence Building & Time Management – Team Work, Leadership & Emotional
Intelligence – Telephone Etiquette – Airlines & Corporate Etiquette – Qualities of a
Great Leader – Leaders Vs Managers
▪ Customer Service – Definition –

▪ Types of Customer Service with Examples –

▪ Business & Leisure Air Travelers –
▪ Handling Special Passengers – INAD – Deportee – Types – Wheelchair – Types
–
▪ Baggage Tag – Types –
▪ MCO – EMD – MPD – GOSHOW – NOSHOW –
▪ Excess Baggage Handling – CUSS – TCI –
▪ Transit Passenger Handling –
▪ FFP –

▪ Non-Revenue Passenger
▪ Airline customer service is about interacting with customers at any point in
their journey and improving their overall in-airport and in-flight experience.
▪ Customer satisfaction is crucial in the aviation industry. Customers are the most
important element in this sector because airlines could not function without
them. Hence, organizations must comprehend client needs and wants to offer
unique experiences. This can be done, for example, by sending a follow-up
email or giving the customer a more personalized experience to feel special.
For instance, Emirates provides a “Knowledge-driven Inflight Service,” which
enables the airline’s crew to review previous customer trips taken with the firm.
▪ Email Customer Service. ...

▪ Live Chat Customer Service. ...

▪ Chatbot Customer Service. ...
▪ Phone Customer Service. ...
▪ Self-Service Knowledge Base. ...
▪ Social Media Customer Service. ...
▪ Walk-in Customer Service. ...

▪ Video Customer Service.

▪ What Makes Customer Service Excellent for the Airline Industry?
▪ More than 66% of companies across industries now compete mainly on the basis of
customer experience, and the airline industry is no different. Having said that,
many elements obviously make up the crux of great customer service for the
airline industry that can make or break the kind of experience fliers will have with
an airline.
▪
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▪ Importance of Customer Service in the Airline Industry
▪ Booking a flight and flying to some destination has always been seen as a
privilege. It’s a kind of luxury that most of us secretly wish to afford on a regular
basis. And those who do often develop a taste that gradually morphs into lofty
expectations. And airlines must meet those airy expectations in the form
of excellent customer service to make the journey a truly once-in-a-life
experience for flyers.
▪ Maybe this deeply-ingrained need to feel special while flying has something to
do with the great customer service that is always expected of the airline
industry. But yes, delivering excellent customer service also has a huge role to
play in the success of the aviation industry.
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▪ The market is ultra-competitive – Competition is immense in the airline industry
where new ventures hit the ground running on a regular basis. Customer service
emerges as the key differentiator between good and average companies in this
cut-throat atmosphere.
▪ 1. United Airlines Holds Plane to Help a Passenger Say Goodbye to His Dying
Mother
▪ When we talk about customer service in the airline industry, nothing could beat
the example that United Airlines set in 2013. The airline not only redefined the
meaning of customer service but also went way beyond what any other
organization would do.
▪ As was the case, one fine morning, a passenger named Kerry Drake got the
information that her mother was seriously ill and probably facing her final
hours. So, he caught the next flight from San Francisco to Lubbock, Texas, via
Houston. However, when his first flight was delayed, he literally broke down in
tears on the plane itself, knowing he would not make it in time to catch the
connecting flight.
▪ When the flight crew came to know about him and his condition, they spoke to
the captain who then spoke further to the concerned personnel of the next
flight to delay the flight. And finally, the passenger was able to get on board
and see his mother before she passed away.
▪ Portuguese National Airline, TAP, Reaches Out to a Customer Having Issues with
Booking
▪ Reaching out to an airline customer service agent via phone can be a painful
experience. Sometimes it might take an eternity to have someone pick up your
call and respond. But the case with the Portuguese National Airline, TAP, was
different.
▪ Once the support team of TAP airline did the unthinkable and went one step
further – rather than waiting for the passenger to call, one agent took it upon
himself to reach out to the troubled person and help him through the issue.
▪ It all started when the person in question faced difficulty in booking a ticket as
the website rejected three of his attempts while filling up the credit card
details. Frustrated, he decided to seek help and then dialed up the service
team and hoped for a long wait before getting some response.
▪ To his surprise, the service team rep called back immediately on his phone and
provided help as needed. This aptly shows how great examples of customer
service in the airline industry do exist today as well.
▪ Business
their own and leisure travelers
preferences, areand
priorities, twoneeds
distinct groups
when it of airtotravelers,
comes flying. each with
Understanding
the differences between these two types of travelers can be crucial for airlines,
travel agencies, and other travel-related businesses to provide better services and
cater to their specific requirements.
▪ Here are some key differences and considerations for business and leisure air
travelers:
▪ Purpose of Travel:
▪ Business
attendingTravelers:
meetings, Business travelers
conferences, fly primarily
training sessions, for
or work-related
closing deals. purposes,
Their such
travel as
schedules
are often dictated by business obligations.
▪ Leisure Travelers:
destinations, Leisure
or visiting travelers
friends fly for relaxation,
and family. vacations,
They have more exploring
flexibility new their
in choosing
travel dates and destinations.
▪ Travel Schedule:
▪ Business Travelers:
last-minute flights toBusiness travelers
accommodate often have
changing tight schedules
business plans. and may need to book
▪ Leisure
them to Travelers: Leisure
take advantage of travelers
discountstypically plan their trips well in advance, allowing
and promotions.
▪ Flight Class:
▪ Business Travelers: Business travelers often fly in business or first class, which offers
more comfort and amenities, allowing them to work or rest during the flight.
▪ Leisure Travelers: Leisure travelers typically opt for economy class to save on costs,
although some may occasionally splurge on premium cabins for special occasions.
▪ Travel Amenities:
▪ Business Travelers: Business travelers prioritize amenities like in-flight Wi-Fi, airport
lounges, and convenient flight times to maximize productivity during their trips.
▪ Leisure Travelers: Leisure travelers focus on in-flight entertainment, meal options, and
comfort, as they seek a more enjoyable and relaxing travel experience.
▪ Loyalty Programs:
▪ Business Travelers: Many business travelers are frequent flyers and often benefit from
airline loyalty programs, accumulating miles and status that can lead to upgrades and
other perks.
▪ Leisure Travelers: Leisure travelers may not be as loyal to a specific airline, and their
loyalty may be driven by factors like price, convenience, and destination.
▪ Travel Budget:
▪ Business Travelers: Business travelers' expenses are typically covered by their
employers, so they may have more flexibility when it comes to booking higher-
priced tickets or accommodations if it enhances their productivity or comfort during
the trip.
▪ Leisure Travelers: Leisure travelers are more budget-conscious and tend to look for
cost-effective options, including deals on flights and accommodations.

▪ Travel Duration:
▪ Business Travelers: Business trips can vary in duration, from short day trips to
extended stays, depending on the nature of the work.
▪ Leisure Travelers: Leisure trips tend to be longer, especially for international
vacations, with travelers looking to make the most of their time at the destination.
▪ Understanding the distinctions between business and leisure travelers allows
airlines and travel industry businesses to tailor their services and marketing
strategies to better serve each group's unique needs and preferences. Both
segments contribute significantly to the aviation and tourism industries,
making it essential to cater to the diverse demands of both business and
leisure travelers.
▪ INAD is a term used for passengers who are not allowed to enter the country that
they want to travel. The term stands for the inadmissible passenger. This aviation
term is used at international airports and, according to civil aviation laws, the INAD
passenger should be taken back to their country by the airline.
▪ What Does Not Allowing a Passenger to Enter a Country Mean?
▪ Passengers who are not allowed to enter a country are people who are classified as
inadmissible passengers by the authorities, such as border police or passport
control officers. After being investigated by the security team, the passenger is
returned to the airline that brought him in. In the case of INAD passengers, the
police should contact the airline and send the passenger back to his country.
▪ What Does it Mean to INAD Someone?
▪ INAD means not accepting a passenger to a country. In this case, the passenger is
defined by the passenger title, INAD. The INAD process is often put into action
when a passenger wishing to enter a country with an invalid visa or when the
transit visa of a transit passenger is not available. For this reason, make sure your
visa details are complete and accurate when you travel abroad. Also, if you are
going to fly in transit, definitely review the transit visa rules of the country you are
transferring to.
▪ Deported Passenger People who are not citizens of the country in which they are
based and people who are sent back to their country or another country for any
reason (crime, etc.) are referred to as deportees or deported passengers.
▪ What is A Deportee? What Does Deporting a Passenger Mean?
▪ People who are not citizens of the country in which they are based and people who
are sent back to their country or another country for any reason (crime, etc.) are
referred to as deportees or deported passengers. Deportee passengers are
sometimes accompanied by a security guard or travel alone while being sent to
their countries.
 What Does It Mean to Deport Someone?
▪ Deporting means being deported by the relevant security units. If your visa has expired or you
have broken the law at your foreign destination, you may be deported. As being deported is
something that will have a negative effect in the future and may affect your plans abroad, we
encourage you to always follow the rules and pay attention to visa dates of the country you visit.
▪ People who remain in their destination due to overstaying are defined as "overstay". Overstay
detection is the first stage of deporting. People can also be deported for political reasons. It is
best to seek advice from deportee lawyers for these cases.
▪ Deported passengers are divided into two: Depa and Depu. Deported passengers boarding with
a security guard are called depa, and passengers who board without a security guard are
referred to as depu. Depa is mostly used for passengers who could pose a possible threat to
flight safety. The passenger can also be handcuffed in some cases. Deported passengers are
divided into two: Depa and Depu. Deported passengers boarding with a security guard are
called depa, and passengers who board without a security guard are referred to as depu.
▪ Deportee travel expenses are covered by the state.
What are the Consequences of Deporting?
▪ Depending on the reasons for deporting, deportees may not be able to enter that
country a certain period or they can get excluded from that country for the rest of
their lives. In cases such as visa violations, the most common penalty is that the
deported person cannot enter that country for 5 years. The penalty can be revoked
if the deported passengers believe that they are wronged.
▪ What types of wheelchair assistance are available?
▪ WCHR-(R=Ramp) Passengers who require wheelchair assistance as they can climb
stairs, but cannot walk long distances (eg. to get to their gate)
▪ WCHC-(S=Stairs) Passengers who cannot climb stairs. ...

▪ WCHC-(C=Cabin) For passengers who are immobile and require full assistance.
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All PRMs do not always require a wheelchair. Wheelchair passengers may be
accepted without an attendant provided they are able to evacuate the aircraft
without difficulty or special attention. The captain must be informed of carriage of
such passengers. They must not be seated next to emergency exits:
The non-ambulatory passengers will require a wheelchair to board and
disembark the aircraft.
The wheel chair passengers will preferably be boarded first and
disembarked last.
Special Assistance Request report (SSR report) shall be handed over to
crew along with manifest for every flight. However, it is pertinent to note
that this is not a mandatory document. Therefore, in its absence, the
flight should not be delayed and the same shall be mentioned in the
flight report.
▪ Cabin Baggage Tags to identify hand baggage and cabin baggage approved.
▪ Mishandled incoming baggage.
▪ Priority Tags.
▪ Crew baggage tags.
▪ Heavy Tag.
▪ Fragile Baggage Tags.
▪ Disability & Wheelchair Tags.

▪ Fire arms tags.

▪ What information can be found?
▪ The baggage tag contains lots of different information. Some of them are hidden
within a barcode; others can be read normally. Amongst other information, you will
find the passenger’s name, the final destination, the transit destinations (all in IATA
three letter codes), and the weight of the checked bag.
▪
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▪ Cabin Baggagethat
hand baggage Tags: Cabin baggage
passengers tagsthem
carry with are used to identify
into the cabin ofand differentiate
an aircraft. These
tags helpbaggage,
checked airline staff and passengers
ensuring that cabin distinguish
baggage between
is stored cabin
in baggage and
overhead
compartments
indicate that theorbag
under the seatfor
is suitable during the flight.
the cabin Cabin
and does notbaggage
need to tags typicallyin.
be checked
▪ Mishandled
airlines to Incoming
track and Baggage:
manage Mishandled
baggage that hasincoming
been baggage tags
mishandled arethe
during used by
course
of a flight. Mishandling
otherwise improperly can involve
handled by baggage
the airline that
or is lost,staff.
airport delayed,
These damaged,
tags help or
in
identifying
mishandledthe issuesas
luggage with theas
soon baggage
possible. and in reuniting passengers with their
▪ Priority
handled Tags:
with Prioritycare
special tagsorare used toPassengers
priority. label checked may baggage
use thattags
priority needs
to to be
request
faster
baggage delivery of for
service their luggage
certain upon arrival.
passengers, such Airlines
as mayflyers
frequent also offer
or priority class
premium
passengers,
destination. allowing their baggage to be among the first to be delivered at the
▪ Crew
crew Baggage Tags:
members, such Crew
as baggage
pilots and tagsattendants.
flight are used toThese
identify
tagsthehelp
luggage
ensureof that
airline
crew baggage
identified is kept
during loadingseparate from passenger baggage and can be easily
and unloading.
▪ Heavy Tag: A heavy tag is used to indicate that a piece of checked baggage is
significantly
airline staff heaviersuch
identify thanluggage
the standard
and weightitlimit
handle withset
theby the airline.
necessary This
care to helps
prevent
injury or damage to both baggage handlers
may apply for luggage exceeding weight limits. and the baggage itself. Additional fees
▪ Fragile Baggage Tags: Fragile baggage tags are used for items that are delicate,
breakable,
caution when orhandling
easily damaged.
the These
luggage to tags alertdamage.
prevent baggage handlers
Fragile to exercise
items may include
glassware, electronics, musical instruments, and other sensitive belongings.
▪ Disability & Wheelchair Tags: Disability and wheelchair tags are used to identify
passengers
mobility aids,with
suchdisabilities
as and special
wheelchairs, to needs.
ensure they These
are tags canwith
handled be attached
care and to
made
available to passengers with disabilities upon arrival. These tags
airline staff provide necessary assistance to passengers with disabilities. help airport and
▪ Firearms Tags: Firearms tags are used when passengers are traveling with firearms
or ammunition
items are as part
properly of theirstored,
declared, checked baggage.
and These
transported in tags help ensure
compliance with that these
safety and
security regulations.
the check-in counter. Firearms must be unloaded, securely packed, and declared at
▪ In summary, baggage tags serve various purposes in the aviation industry, from
identifying
passengers. and
Themanaging
type of luggage
tag used to ensuring
depends on thespecific
the safety and convenience
requirements and of
circumstances of the baggage or the passenger.
▪ A miscellaneous charges order (MCO), also known as miscellaneous purpose
document (MPD), is an accountable IATA document, similar to an old-style airline
ticket, used to process the payment of travel arrangements. They are issued by
airlines, but normally pay for services other than
▪ An Electronic Miscellaneous Document (EMD) is an electronic non-flight document
that may be issued and used for the collection and settlement of optional services
offered by an [Link].
▪ Go-show passenger: Passenger holding a ticket with no reservation, or having
confirmed on one flight requests to board another flight on the same segment.
Such flight is under stopped-booking status and passenger is accepted if space
available at check-in closure time.
▪ A passenger who is already booked on a flight arrives at the airport early
(accidentally or deliberately) and asks to be on standby for an earlier flight. If a
standby seat doesn't open up, they just take their booked flight. The industry
calls this a go-show.
▪ No show
▪ No show (in commercial aviation) refers to a passenger who booked a
ticket but neither used it, nor canceled the booking. To be able to manage
their resources more efficiently and to prevent “tariff abuse,” most airlines have
some sort of a no-show policy that aims at discouraging people from not
showing up on booked flights. These terms and conditions are included in the
airline’s contract of carriage. In most cases, all the connecting and/or return
flights that are related to the same booking get canceled, and no-show
passengers are ineligible for a refund. Some airlines also charge a no-show
fee.
▪ To reduce no-shows, air carriers encourage passengers to arrive at the
departure airport in advance and immediately inform the airline in case of any
delays or changes.
▪ In a broad sense, a no-show is someone who was expected to be somewhere
but didn’t arrive. It can be used for absent employees, event attendees, hotel
guests, clinic patients, and so on.
▪ Pay for additional weight in advance. It's nearly always cheaper to book extra
hold luggage in advance rather than paying excess baggage fees at the
airport. Airlines know that keeping within weight/size limits is not always
possible, so they encourage you to plan ahead by selling extra weight online
▪ As per the weight concept, excess baggage charges are determined by the
total weight of the baggage exceeding the free baggage allowance,
irrespective of the number of baggage pieces. The charges shall differ based
on the point of origin and destination as per the classification of the region.
▪ Piece concept
▪ Under the piece concept, excess baggage rates shall be determined based on
the number, size, and weight of the extra baggage pieces carried by the
passenger. The charges applicable shall differ based on the point of origin and
destination as per band classification.
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▪ There are two baggage types: Checked luggage and carry-on or also referred to as
cabin/hand luggage. Personal belongings on board are referred to as hand
luggage (cabin baggage), luggage delivered to an airline to be stored in an
inaccessible area to the passenger during the flights is referred to as checked
baggage
What is Hand Luggage?
Hand luggage or cabin baggage, are all the personal belongings a passenger
can carry along the [Link] may take your handbag, laptop bag, etc. into the
cabin as long as they are controlled at the security checkpoints. If you wish, you
could place them into the overhead lockers.
What are the Rules for Hand Luggage?
There are fixed rules for hand or cabin baggage for Pegasus Airlines. Visit
here for more info on hand luggage.
You can only bring one item of cabin baggage on board with you no larger than
55x40x20 cm in size.
Visit purchasing additional service on Pegasus Airlines for more details.
It is important to know what is permitted and prohibited or restricted in cabin
baggage. It is advised to check baggage regulations to know what can or can not
be carried in the cabin baggage while booking a flight. To get more information
on the list of items that might jeopardize flight safety, please contact our
customer service.
Restricted and Prohibited Items on Hand Luggage
The amount of liquids that can be carried in hand luggage is restricted. Too many
cosmetic products or liquid food products may not be accepted into the cabin. If you
haven’t purchased additional luggage, please pay attention while shopping from
Duty-Free shops.
Cosmetic products to be carried on the cabin cannot be more than 100 ml. Essential
products such as baby food can be carried in zip bags in cabin baggage.
Sharp or pointed objects, blunt objects, explosives, and flammable substances and
all objects that can cause harm are prohibited on the aircraft. Items such as drills, etc.
should be delivered to the airline as a checked bag.
Drugs without medical prescription or their package cannot be carried in cabin
baggage.
To have further information on hand luggage, please visit our website.
Please pay attention to flight safety regulations to pass security checkpoints without
any inconvenience while packing. All passengers are expected to comply with
check-in and hand luggage regulations to have a pleasant and on-time journey.
▪ Common-use self-service or CUSS is a shared kiosk offering airport check-in to
passengers without the need for ground staff. The CUSS can be used by several
participating airlines in a single terminal.
▪ CUSS can provide easier and faster passenger passage through the airport, due to
less queues. CUSS kiosks can be shared by multiple airlines and are located
throughout the airport,[1] ranging from car parks to transit areas, thus cutting down
airport crowds.
• f' ,.

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▪ Through Check-in means the use of TCI electronic data exchange to process a
passenger with seat assignments, luggage check-in and other passenger related
functions to their final destination. This also includes the data exchange over
multiple-hosted systems in a passenger's itinerary.
▪ If a passenger is checked on all the onward flights and has boarding passes for all
the connecting flights and bags are also through checked i.e. passenger does not
need to recheck him/herself and the baggage again on the transit, then the check-
in is known as through check-in.
▪ Transit passengers transfer to places they want to go to. In aviation, transit
passengers are defined as passengers who use other airports for less than 24
hours to get to their destination to complete their journey.
▪ Transit passengers are obliged to apply for a transit visa if necessary. Passengers
who will have international transfers must know whether the country of transit
requires a visa. If the country requests a visa and the passenger does not have a
transit visa, they cannot be accepted to the country and sent back to their countries
as INAD passengers.
▪ Transit Passenger means a passenger who arrives at the airport in an aircraft
and departs from the airport in the same aircraft, where such an aircraft is
operating a through flight transiting the airport, and includes a passenger in
transit through the airport who has to depart in a substituted aircraft because
the aircraft on which the passenger arrived has been declared unserviceable.
▪ Transit Passenger means a passenger whose origin and destination is an
airport, other than Cairns or Mackay Airport, serviced by a flight with the same
flight number or flight code number.

▪ WHAT IS AN INTERLINE PAX THEN???

▪ A frequent-flyer programme (FFP) is a loyalty program offered by an airline.
▪ Many airlines have frequent-flyer programmes designed to encourage airline
customers enrolled in the programme to accumulate points (also called miles,
kilometers, or segments) which may then be redeemed for air travel or other
rewards. Points earned under FFPs may be based on the class of fare, distance
flown on that airline or its partners, or the amount paid. There are other ways to
earn points. For example, in recent years, more points have been earned by
using co-branded credit and debit cards than by air travel. Another way to earn
points is spending money at associated retail outlets, car hire companies, hotels, or
other associated businesses. Points can be redeemed for air travel, other goods or
services, or for increased benefits, such as travel class upgrades, airport
lounge access, fast-track access, or priority bookings.
▪ Frequent-flyer programs can be seen as a certain type of virtual currency, one with
unidirectional flow of money to purchase points, but no exchange back into money
▪ FFPs have become an important part of airlines' economic models, with for example
United and Delta both able to earn more than $ 1 billion in 2015 because of their
FFP.
 CPVofFFP

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▪ The term "non-rev" is short for "non-revenue." As a non-rev passenger, you
are typically assigned available seats that remain unfilled after all paying
passengers have boarded the flight. Consequently, your seat reservation is
usually not guaranteed until you are at the boarding gate and ready to embark
on the flight.
▪ What are non-rev passengers?
▪ Non-rev passengers (also referred to as standby passengers, non-rev pax or
nonrevs) are passengers who fly on discounted tickets. These tickets are
sometimes called ID90 (for 90% discount) or ZED (for Zonal Employee
Discount) tickets. In other words: non-rev passengers are passengers who are
not producing revenue for the airline.
▪ synonyms for non-rev
▪ Non-revenue travel
▪ Staff travel
▪ Pass travel
▪ Interline travel
▪ ID90
▪ ID75
▪ ZED Travel
▪ Non-rev'er
▪ Non-revenue passenger
▪ Standby passenger

▪ StaffTraveler
▪ Check-In and Boarding Procedures

▪ Check-in – Definition – Types –

▪ Security Questions on Check-in Bag –
▪ Manual Check-in and Boarding Procedures –
▪ APIS –
▪ ESTA –

▪ Check-in Staff, Boarding Staff – Duties & Responsibilities –

▪ Types of Boarding –
▪ Types of Gate Announcements –
▪ Gate Retrievals –
▪ LMC – LRT –
▪ Onboard Docs
▪ – LAGs Regulations –
▪ Seating
▪ – Types –

▪ Emergency Exit Rows – IRROPs – FIM

Check-in and boarding
common steps procedures
and guidelines for air
to follow. travel
Here's a can varyoverview
general by airlineof
and
theairport,
typicalbut there are some
process:
1. Booking and Ticketing:
Start by booking
(sometimes your
called flight
a PNR or and receiving
reservation a confirmation with your flight details and booking reference
number).
2. Online Check-in (Optional):
Many airlines
or mobile [Link]
Thisonline check-in,
can save which
you time allows
at the you to check in for your flight via the airline's website
airport.
3. Arrival at the Airport:
Arrive
before at the airport
domestic welland
flights in advance
3-4 hoursofbefore
your flight. Airlines usually
international flights. recommend arriving 2-3 hours
4. Check-In Counter:
If you haven't checked in online or need to drop off luggage, proceed to the airline's check-in counter.
Present
necessaryyour travel documents, such as your passport, ticket, or electronic boarding pass, and any
identification.
The airline staff will check you in, weigh your luggage, and provide you with a boarding
pass. They may also ask security and immigration-related questions.
5. Security Screening:
After check-in, proceed to the security checkpoint.
You will be required to pass through a security screening, which includes X-ray scans of
your carry-on items and a personal body scan or pat-down.
6. Immigration and Customs (for International Flights):
If you are traveling internationally, you may need to pass through immigration and
customs control before proceeding to your departure gate.
7. Departure Area:
Once you've cleared security and immigration (if applicable), you'll enter the departure
area.
You can find your gate by checking the information screens or following the signs.
There are usuallywhile
you comfortable shops, restaurants,
you andflight.
wait for your waiting areas in the departure area to keep
8. Boarding:
Boarding typically begins about 30-45 minutes before the scheduled departure time.
Listen for announcements or check the information screens to know when your flight is
boarding.
Airlines
premiumusually boardand
passengers passengers in groups
passengers or by seat
with special rows, starting with first-class or
needs.
9. Security Checks Before Boarding:
You may be subject to additional security checks at the gate before boarding. This can
include a document check and sometimes a second security screening.
10. Board the Aircraft:
When yourstaff,
the airline group is board
and called,the
proceed to the gate, present your boarding pass and ID to
aircraft.
Find
front your seat and stow your carry-on items in the overhead bins or under the seat in
of you.
11. In-Flight Experience:
Follow the airline's safety instructions and enjoy your flight.
• ID card - The most important document for Air travel and Passport for International Travellers
• Tickets - Hard copy / soft copy based on the Airline’s policy
• Boarding Pass - If available or you can print it at the Check-in counters at the Self Kiosk counters at the
Airport.
• Mobile phones - with all the necessary travel apps.
 Air Trav,ell Best Practices 8
• E:nsure to carry aH he necessary docume I s as (men-=-ioned above in the TraveHer s ched1dis ).

• E:nsure that you abide by ...I e baggage g 1idelines of ...he airline of your travel.

• E:nsure you reach he Airport at l,east .2. /3 hours befor,e he schedule ...ime of depar . re
Types of Airport Check-in:
Counter Check-in:
Passengers can check in at the airline's check-in counters located at the airport. They present their
identification, such as a passport or ID, and receive boarding passes. If they have checked luggage, it is
tagged and sent for loading onto the aircraft.
Self-Service Kiosk Check-in:
Many airports offer self-service kiosks where passengers can check in on their own. They follow on-screen
prompts to enter their information, receive boarding passes, and, if needed, print luggage tags. This option
is convenient and can reduce waiting times.
Online Check-in (Web Check-in):
Passengers can check in via the airline's website or mobile app before arriving at the airport. They typically
receive electronic boarding passes, which can be saved to their smartphones or printed. This option allows
for a smoother and quicker process at the airport.
Mobile Check-in:
Similar to online check-in, mobile check-in allows passengers to use their smartphones to check in and
receive digital boarding passes. This option is especially popular among travelers who prefer paperless
solutions.
Curbside Check-in:
Some airports
luggage offer
drop-off curbside check-incurbside
services,or
where airlinearea.
staff It
assist passengers with
forcheck-in and
limited mobility orright
in a at the airport's
hurry. departure can be convenient those with
Key Aspects of Airport Check-in:
Identification: Passengers are required to present valid identification, typically a passport or
government-issued ID, during the check-in process.
Boarding Pass:details,
essential flight After checking
includingin, passengers
the departurereceive their boarding
gate, boarding time, andpasses, which include
seat assignment.
Luggage Check: If passengers have checked baggage, they need to drop it off at the airline's
baggage drop counter or designated area. Luggage is tagged and sent for loading onto the aircraft.
Security Screening:
involves X-ray After
scans of check-in,
carry-on itemspassengers
and, in some proceed
cases, through
personalsecurity screening,
body scans which
or pat-downs.
Immigration and Customs
need to go through immigration(forand
International Flights):
customs checks Passengers
before proceedingtraveling
to theirinternationally
departure [Link]
Early
time. Arrival:
The Airlines
suggested recommend
arrival time arriving
varies but isat the airport
typically 2-3 well
hoursinfor
advance of the
domestic flight's
flights and departure
3-4 hours
for international flights.
Group
class orBoarding: Airlines usually
premium passengers boardwith
and those passengers in groups or by seat rows, starting with first-
special needs.
Security Checks Before Boarding: Passengers may undergo additional security checks at the gate
before boarding, which can include document verification and a second security screening.
▪ When you check in your luggage at the airport, airline and airport security personnel may
ask you a series
questions are of security
intended to questions
identify to ensure
potential the safety
security risks and to
and security
verify of airpassengers
that travel. These
are
not
and carrying
the levelprohibited
of scrutiny or dangerous items in their checked baggage. The specific
may vary by airline and airport, but common security questions at questions
check-in typically include:
▪ Have you packed your bags yourself?
▪ This question ensures that you are aware of the contents of your luggage and have not allowed anyone
else to pack it for you. It helps prevent unknowingly carrying prohibited items.
▪ Have your bags been in your possession at all times?
▪ Airlines want to confirm that you have not left your bags unattended in public areas where
unauthorized items could be added to them.
▪ Do you know the contents of your checked baggage?
▪ This is a follow-up to the first question to ensure you are fully aware of what is inside your luggage.
▪ Did anyone give you any items to carry for them?
▪ Passengers are asked to declare if they have received any items from others to transport in their
checked
someoneluggage.
else. This is to prevent the unwitting transport of prohibited or dangerous items for
▪ Are you carrying any items that are prohibited by airport or airline
regulations?
▪ Passengers are expected to be aware of and comply with the airline's and airport's list of
prohibited items. This question is intended to encourage passengers to declare any
restricted items.
▪ Have you left your bags unattended at any time in the airport?
▪ Airlines want to ensure that passengers have not left their bags unattended in public areas
where unauthorized individuals may have access to them.
▪ Are you aware of the current security procedures and regulations?
▪ Passengers may be asked if they are familiar with and have complied with security
procedures and regulations, including those related to liquids, gels, and electronics in
carry-on baggage.
▪ Do you have any firearms, explosives, or other dangerous items in your
checked baggage?
▪ This is a direct question aimed at identifying potential security threats.
▪ Are you aware of the importance of not making jokes or comments about
security, bombs, or other dangerous items while at the airport?
▪ Passengers are reminded not to make inappropriate comments or jokes about security, as
such behavior can lead to serious consequences.
▪ These security questions are part of the airport and airline security protocols, and
providing
efficiency honest
of air and accurate
travel. Failure answers
to comply is essential
with to procedures
security maintain theorsafety and false
providing
information can result in delays, fines, or even legal consequences.
▪ Manual check-in procedures at the airport refer to the process of passengers
physically
in process presenting
instead of themselves
using automated at the
orairline
online counter toWhile
methods. complete
many the check-
airlines
encourage
wait times, online or
manual self-service
check-in is check-in
still availableto for
streamline
those theprefer
who process
or and
needreduce
assistance. Here's a general overview of manual check-in procedures:
▪ Arrival at the Airport:
▪ Passengers should arrive
to allow for check-in, at the
security airportand
checks, wellother
in advance of their flight departure time
procedures.
▪ Visit the Airline Counter:
▪ Locate the check-in counters for the specific airline you are flying with. These
counters are usually in the departure hall of the airport.
▪ Provide Identification and Flight Information:
▪ Present yourtoidentification
information the airline documents
staff. This (passport,
includes your ID card) and
booking provideoryour
reference flight
ticket
number.
▪ Receive Boarding Pass:
▪ The airlinecontains
document staff willessential
process your information
details such as andseat
your issue a boardingdeparture
assignment, pass. Thisgate,
and boarding time.
▪ Check Bags (if applicable):
▪ If you have luggage to check, the airline staff will assist you in tagging and checking
in your bags. Ensure that your checked baggage complies with the airline's weight
and size restrictions.
▪ Security Screening:
▪ After completing the check-in process, proceed to the security screening area. All
passengers, regardless of how they checked in, must go through security checks.
▪ Proceed to Departure Gate:
▪ After passing through security, follow the signs to your departure gate. Be aware of
any announcements regarding your flight.
▪ Boarding:
▪ When it's time to board, follow the instructions provided by airline staff. Boarding
typically occurs in groups or by seat rows.
▪ API (Advance Passenger Information) data is biographic information on
passengers (as contained in travel documents) collected by air carriers during
check-in and, complemented with travel route information, transmitted by these
carriers to the border control authorities of the country of destination.
▪ The specific data required by APIS can vary by country, but it commonly includes the
following:
▪ Passenger Information:
▪ Full name (as it appears on the passport)
▪ Gender
▪ Date of birth
▪ Passport Information:
▪ Passport number
▪ Country of issuance
▪ Expiry date
▪ Nationality and Residence:
▪ Nationality or citizenship
▪ Country of residence
▪ Travel Itinerary:
▪ Flight number
▪ Date and time of travel

▪ Destination
 ]
]□.

□
l'i

Create SSR[-s)
▪ ESTA stands for the Electronic System for Travel Authorization. It is an automated
system that determines the eligibility of visitors to travel to the United States under
the Visa Waiver Program (VWP). The VWP allows citizens of certain countries to
travel to the U.S. for tourism or business purposes for stays of 90 days or less
without obtaining a traditional visa.
▪ Purpose:
▪ ESTA is not a visa but rather a pre-screening process for travelers from VWP
countries. It assesses the eligibility of individuals to travel to the U.S. without a visa.
▪ Eligibility:
▪ Citizens of countries that are part of the Visa Waiver Program are generally eligible to
apply for ESTA. The list of VWP countries may change, and travelers should check the
official U.S. government website for the most up-to-date information.
▪ Online Application:
▪ Travelers must apply for ESTA online before their trip to the United States. The
application collects biographical information, passport details, and other relevant
data.
▪ Authorization Status:
▪ After submitting an ESTA application, travelers receive an authorization status, which
is typically either "Authorization Approved" or "Travel Not Authorized." In some
cases, additional review may be required.
▪ Validity:
▪ ESTA authorizations are generally valid for two years or until the traveler's passport expires,
whichever comes first. Travelers can use the same ESTA for multiple trips within the
authorization period, as long as the trips meet the VWP criteria.
▪ Multiple Trips:
▪ Travelers can use the same ESTA for multiple visits to the U.S. during the validity period.
However, each stay must be for 90 days or less.
▪ Mandatory for Air and Sea Travel:
▪ ESTA is mandatory for travelers entering the U.S. by air or sea under the VWP. It is not required
for those entering by land from Canada or Mexico.
▪ The main responsibilities include checking passengers in, weighing and checking
in baggage, issuing boarding passes and luggage labels, allocating seat numbers,
asking security questions, and answering passenger queries prior to their flight.
▪ Day-to-day tasks also include
▪ help passengers with self-serve or assisted check in procedures.
▪ deal with passenger flight queries.
▪ verify travel documents and provide boarding passes.
▪ tell passengers about luggage restrictions.

▪ weigh baggage and collect any excess weight charges.

▪ Check-in Staff:
▪ Greeting and Assisting Passengers:
▪ Welcome passengers and assist them with the check-in process.
▪ Provide information on flight details, boarding gates, and other relevant information.
▪ Verification of Travel Documents:
▪ Check and verify passengers' identification documents, such as passports and visas.
▪ Ensure that passengers meet the entry requirements for their destination.
▪ Issuing Boarding Passes:
▪ Print and issue boarding passes to passengers.
▪ Provide information about seat assignments and departure gates.
▪ Baggage Check:
▪ Weigh and tag checked baggage.
▪ Ensure that baggage meets size and weight restrictions.
▪ Provide information on fees for excess baggage.
▪ Assisting with Special Requests:
▪ Assist passengers with special needs, such as those requiring wheelchair assistance or special dietary considerations.
▪ Handle requests for seat changes or upgrades.
▪ Handling Changes and Upgrades:
▪ Process changes to itineraries, such as flight upgrades or rebooking.
▪ Address any issues related to reservations.
▪ Promoting Ancillary Services:
▪ Inform passengers about additional services, such as lounge access, priority boarding, or in-flight amenities.
▪ Boarding Staff:
▪ Gate Setup:
▪ Set up the departure gate, including organizing boarding lanes and signage.
▪ Ensure that the boarding area is clean and well-organized.
▪ Boarding Announcements:
▪ Make announcements regarding boarding procedures, delays, or any other relevant information.
▪ Coordinate with ground staff to communicate updates to passengers.
▪ Boarding Pass Verification:
▪ Verify passengers' boarding passes and travel documents before allowing them to board.
▪ Ensure that passengers are boarding the correct flight.
▪ Assisting with Boarding Process:
▪ Assist passengers with the boarding process, including those with special needs or families traveling with young
children.
▪ Manage boarding by groups or rows to ensure a smooth flow.
▪ Coordination with Cabin Crew:
▪ Communicate with cabin crew to relay information about the number of passengers on board, any special
requirements, and other relevant details.
▪ Handling Seat Discrepancies:
▪ Address and resolve any seat assignment discrepancies or issues during the boarding process.
▪ Final Headcount:
▪ Conduct a final headcount to ensure that the number of boarded passengers matches the manifest.
▪ There are several types of boarding procedures that airlines use to manage the
orderly
boarding and efficient
method canboarding
vary of passengers
between airlines onto
and an aircraft.
may depend The
on specific
factors type
such asofthe
aircraft's
common layout,
types ofthe airline's policies, and the airport facilities. Here are some
boarding:
▪ Traditional Boarding:
▪ Passengers
and boardtoward
progressing the plane
the in groups
rear. This or rows,isusually
method starting with
straightforward but those
can seated
result in at the front
congestion
in the aisle.
▪ Zone Boarding:
▪ Passengers
fare class, are
or divided
frequent intostatus.
flyer different zones
Each zoneorisgroups
called based
to onseparately,
board factors such as seat location,
reducing
congestion in the boarding area.
▪ Group Boarding:
▪ Similar
This to zone
method is boarding,
often used passengers
by low-cost are organized
carriers, with into groups boarding
passengers based on in
various
groupscriteria.
rather
than by seat rows.
▪ Back-to-Front Boarding:
▪ Passengers board the plane starting from the rear and moving toward the front. This
method is believed to reduce congestion in the aisle, especially in the front of the
aircraft.
▪ Front-to-Back Boarding:
▪ Passengers board from the front of the aircraft to the rear. This method may be used to
expedite the boarding process for those with front-row seats or premium cabins.
▪ Outside-In Boarding:
▪ Passengers board from the outside seats toward the center, reducing the number of
passengers passing each other in the aisle. This method is thought to speed up the
process and minimize aisle congestion.
▪ Random Boarding:
▪ Passengers are allowed to board in a more random order. This method may be less
structured but can result in increased congestion in the boarding area.
▪ Staggered Boarding:
▪ Boarding occurs in a staggered fashion, with passengers in window seats boarding
first, followed by middle and aisle seats. This method aims to provide more space in
the aisle during boarding.
▪ Optimal Boarding:
▪ Airlines and researchers have explored mathematical models to determine the most
efficient boarding methods. These models take into account factors like seat layout,
passenger behaviors, and aircraft configurations to minimize boarding times.
▪ Self-Boarding:
▪ With the rise of self-service options, some airlines allow passengers to board
independently using automated kiosks or mobile apps. This can streamline the
process, especially for those without checked baggage.
▪ The choice of boarding method often depends on the airline's operational
considerations, the type of aircraft, and the airport facilities. Airlines may
experiment with different methods to find the most efficient and passenger-
friendly approach for their specific circumstances.
 AIRLINE NAME BOARDING PASS
Passenger Name: Flight Number: Class: Date: Ti'me: Passenger Name:
JOHN DOE 0 AA 1387 0 F 012 DEC22 0630
JOHN DOE
Fro:m: NEW YORK
From: NEW YORK Seat: Gate: PNR: E) To: PARIS
To: PARIS 54 J 8 s 1234TH Flight Number Class:
AA 1387 F
Boarding Group: Gate:
Seat:
©SOPHIA CA TRAVEL
GROUP 4 Q 54 J s
▪ Pre-boarding Announcement

▪ Good afternoon passengers. This is the pre-boarding announcement for flight 89B
to Rome. We are now inviting those passengers with small children, and any
passengers requiring special assistance, to begin boarding at this time. Please
have your boarding pass and identification ready. Regular boarding will begin in
approximately ten minutes time. Thank you.
▪ This is the final boarding call for passengers Erin and Fred Collins booked on
flight 372A to Kansas City. Please proceed to gate 3 immediately. The final checks
are being completed and the captain will order for the doors of the aircraft to close
in approximately five minutes time. I repeat. This is the final boarding call for Erin
and Fred Collins. Thank you.
▪ Ladies and gentlemen, welcome onboard Flight 4B7 with service from Hong Kong
to San Francisco. We are currently third in line for take-off and are expected to be
in the air in approximately seven minutes time. We ask that you please fasten your
seatbelts at this time and secure all baggage underneath your seat or in the
overhead compartments. We also ask that your seats and table trays are in the
upright position for take-off. Please turn off all personal electronic devices,
including laptops and cell phones. Smoking is prohibited for the duration of the
flight. Thank you for choosing Mountain Airlines. Enjoy your flight.
▪ Before departure, the mass and balance documentation must reflect the actual loaded
state
to of the
adjust aircraft.
the load In order
sheet after tocompletion.
comply with this legal
These requirement,
adjustments are it is often
called last necessary
minute
changes (LMC).
▪ When an aircraft is pushed back from the gate, it means that the aircraft is being moved
away from the
specialized terminal
vehicle building
called a in preparation
pushback tug, whichforattaches
takeoff. to
This isnose
the typically done
landing using
gear of a
the
fromaircraft and
the gate pushes
and taxi toit the
backwards. This
runway for process allows the aircraft to maneuver away
departure.
▪ It’s when all the passengers are onboard, and seated, and all the planes passenger and
cargo
the doors,
gate. The are closed,
captain and
tells thethe tower
person gives
on the the aircraft
ground, who’sclearance
wearing to
a “headset,
push backand “ off
connected to the!cockpit,“ Brakes Off”. The tug driver gets the ok, to start the push
back procedure
▪ The Limited Release Tags identify pieces of baggage that show abnormalities or
already
products existing
can be damage
modified so that
and afterwards
adapted to no misunderstandings
your request and the arise.
needs of All of our
different
airlines, including the Limited Release Tags.
▪ Documents to be carried
(a) An operator shall ensure that the following documents or copies thereof are
carried on each flight:
1. the Certificate of Registration;
2. the Certificate of Airworthiness;
3. the original
English or a copy
translation, of one
where the Noise
has Certificate
been provided (if by
applicable),
the including
Authority an
responsible for
issuing the noise certificate;
4. the original or a copy of the Air Operator Certificate;
5. the Aircraft Radio License; and
6. the original or a copy of the Third Party Liability Insurance Certificate(s).
(b) Each flight crew member shall, on each flight, carry a valid flight crew licence
with appropriate rating(s) for the pur- pose of the flight.
▪ Therefore there are a total of five documents that a pilot must carry for each and
every
manual,flight.
the They are log,
technical the current
the airworthiness
Weight and Balancecertificate,
Data and the
theaircraft
Aircraftflight
Radio
Station Equipment Approval Levels.
▪ You may only
containers thatcarry
have Liquids,
a maximumAerosols andof
capacity Gels
100(LAGs) in your
millilitres [Link] luggage
You may carryinseveral
containers
transparentwith liquid
plastic contents. These containers must be packed in a re-sealable,
bag.
▪ You may only carry Liquids, Aerosols and Gels (LAGs) in your hand luggage in
containers that have a maximum capacity of 100 millilitres each.
▪ You may carry several containers with liquid contents.
▪ These containers must be packed in a re-sealable, transparent plastic bag.
▪ The total capacity of the plastic bag must not exceed one litre.
▪ It must be possible to open and re-seal the plastic bag.
▪ Each passenger can carry ONLY ONE of these bags.
▪ These bags must be removed from your hand luggage and presented to security
personnel for inspection
▪ What is an Aircraft Exit Door?
▪ Passengers board or exit from the plane through these doors. Specially engineered
exit doors are designed so that they do not open during the flight and do not cause
pressure loss. There are three types of doors on a plane: the passenger exits, the
service doors, and the emergency exits. The passenger doors used during the
boarding are especially located at the front, middle and rear sections of large
passenger aircraft. Thanks to these doors, passengers can board planes through
different doors. On passenger planes, the door is positioned too high to prevent
easy access. For this reason, passengers board the plane via jet bridges or
passenger boarding stairs.
▪ What's an Emergency Exit Door?
▪ Aircraft have emergency exit doors to be used in case of emergencies. Only
passengers who meet certain requirements can sit in the seats next to these doors.
These seats are more comfortable than other seats..
▪ What's the Function of an Emergency Exit Door on a Plane?
▪ Emergency exit doors ease the exit from the plane during an emergency. Due to its
nature, the aircraft doors do not open during the flight but they are opened when a
certain force is applied to them. Passengers sitting near exit doors are given a
short training on how to use them in case of an emergency. Only volunteers or
people who have chosen these seats are allowed to sit near the exit door.
▪ He should be:
▪ Physically capable of operating the emergency exit.
▪ Capable of understanding the emergency instructions (printed and spoken).
▪ Able to visually determine if the exit is safe to open.
▪ The passenger that has sufficient mobility, strength, and the dexterity to reach,
operate, and stow (or otherwise dispose of) the emergency exit if removable.
▪ Able to receive oral information from the crew and communicate this information to
other passengers.
▪ Of minimum age as per airline safety procedures to ensure that he has the
necessary knowledge, physical, and sensory ability to operate emergency exits
when required.
▪ He should not:
▪ When traveling, is responsible for other passengers, as this can hinder the opening
of the emergency exit.
▪ When traveling, he has any animal (with him in the aircraft cabin).
▪ Have a condition that might cause them harm by opening the exit.
▪ Have any other conditions that might slow the opening of the emergency exit or the
flow of other passengers, or impede the pathway.
▪ IROPs, abbreviating the term IRregular OPerations, refer to extraordinary situations
in which a flight does not operate as scheduled. There is no clear-cut definition,
however, and that umbrella term generally includes delays, cancellations,
diversions of flights and similar events.
▪ What are IROPs?
▪ IROPs, abbreviating the term Irregular Operations, refer to extraordinary
situations in which a flight does not operate as scheduled. There is no clear-cut
definition, however, and that umbrella term generally includes delays,
cancellations, diversions of flights and similar events. According to some analyses,
irregular operations can cost airlines as much as 8% of their revenue. However, up
until this decade, there hasn’t been a lot of research nor development efforts
allocated towards mitigating IROP effects. One major obstacle to implementing
efficient systems for solving IROPs is their complexity.
▪ A Flight Interruption
substitute Manifest
ticket coupon when the(FIM) is a document
passenger's originalissued
travelby an airline by
is disrupted as aschedule
change, overbooking, or cancellation.
▪ A FIM
will is generally
note their issued
original at a gate,
routing and ticket numbers,
ticket counter oras transit
well desk
as by of
those anthe
airline
new agent and
routing,
thereby
airline making
that is not the
the FIM the the
airline newticket
ticket. A FIM
was is onlyissued
originally valid for a specific
with. For flight on a new
example,
a Delta gate
United. The agent
FIM wouldcould
thenproduce
be a FIM for
accepted as a regular
a flight onticket
Unitedon and
the send the data
specified Unitedto
flight.
▪ Flight
becominginterruption manifests
increasingly are perceived
impractical, by both
especially with flying
the passengers
widespread useand
of airlines as
electronic
ticketing,
regular or e-Tickets.
paper ticket andProducing
that the a FIM
data requiresbe
manually that
sentthetoe-ticket
the be converted
receiving airline. to a
Several
carriers announced in 2000 that they would be working together to smooth and digitize
these transactions.
▪ Passport –
▪ Types of Passports –
▪ General Information on Passport –
▪ Passport Replacing Documents –
▪ Security Features of a Passport –
▪ ECR & ECNR –
▪ Documents Required to Obtain Passport –
▪ VISA – Definition – Types – TWOV – Travel Information Manual (TIM) – TIMATIC –
▪ Benefits of TIMATIC – Finding the information in the TIM – Terms & Definitions used
in TIM – TIM Regulations on Travel Documents, Customs, Currency & Health
Module
▪ A passport is an official travel document issued by a government that contains a
person's identity for international travel. A person with a passport can travel to and
from foreign countries more easily and access consular assistance. A passport
certifies the personal identity and nationality of its holder.
▪ Types of Passports in India
▪ Ordinary Passport. Regular Indian nationals who want to travel abroad for either
business or leisure are issued a common passport, which is also referred to as
passport type P. ...
▪ White Passport. A white passport is considered the most powerful passport of all. ...
▪ Diplomat Passport. ...

▪ Orange Passport.
▪ Ordinary Passport
▪ Regular Indian nationals who want to travel abroad for either business or leisure
are issued a common passport, which is also referred to as passport type P. These
passports are navy blue in colour and are issued for business trips, vacations, and
educational trips. Therefore, the vast majority of Indians hold this passport. Its
primary goal is to assist foreign authorities in distinguishing between ordinary
citizens and government officials.
▪ The blue colour makes it easier to determine the official status of a visitor. Such
passports include the traveller's name, date of birth, and photographs. It contains
additional important identity information that is required for immigration. This has
a simple and modern design.
▪ White Passport
▪ A white passport is considered the most powerful passport of all. It is only available
to individuals working for the government of India. A white passport is a passport
of ‘Type S,’ where S indicates service. The application process for this passport is
different from that of a standard blue passport. Besides the usual rules and
regulations, those who hold a white passport also have some special privileges.
▪ Diplomat Passport
▪ Diplomatic and Official passports are issued to people holding diplomatic status or
deputed by the Government of India for official duty abroad. Normally applications
for Diplomatic and Official passports are entertained only at the PSP Division,
Patiala House, New Delhi.
▪ Orange Passport

▪ Travelers who have not completed their education beyond 10th grade.23 Jan 2023
 Types Of ndian Passports

[Link]•-EIqiftjql;;!j
0 IC]Al, PASSPORT

Regular Indian Passport Officfal lndfa , assport Diplomatic Indian Passport

 UB INDI
...n-a: icauntry-Code
IND
F7B0.2.033
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I Goi mes
AISHWARYA

F 0'1/1'1./1973
ia eo
MANGALORE t<.ARNATAKA-------
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MUMBAI
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!:.I 02./05./2006 01.105./20"16

P<INDRAI<<AISHWARYA<<<<<<<<<<<<<<<<<<<<<<<<<
F7802033<0IND73110 7F1605011<<<<<<<<<<<<<<<4
▪ Proof of Present Address.

▪ Proof of Date of Birth.

▪ Affidavit stating how and where the passport got lost/damaged (Annexure 'F')
▪ Police report in original.
▪ Self-attested photocopy of first two and last two pages, including ECR/Non-ECR
page of old passport, if available.
▪ Original EC/Seizure Memo - Affidavit stating how and where the passport got
lost/damaged (Annexure 'F') Police report in original. Self-attested photocopy of
first two and last two pages, including ECR/Non-ECR page of old passport, if
available. Original EC/Seizure Memo.
▪ Biometric Information: Indian passports include biometric data, specifically fingerprints and a
facial recognition photograph. This information is used to enhance identity verification.
▪ Microtext and Nano-Lettering:
standard printing methods. Tiny text or nano-sized letters that are difficult to replicate using
▪ Holographic Security
emblem, Ashoka Features:
Chakra, or other Holographic images
intricate designs. or patches
These thatoften
holograms may include the national
have dynamic effects
that change when the passport is tilted.
▪ Multi-Layered
passport is heldWatermark: A multi-layered watermark with intricate designs, visible when the
up to the light.
▪ Fluorescent Printing:
under ultraviolet Certain elements of the passport are printed with fluorescent inks, visible
(UV) light.
▪ Guilloché Patterns: designs.
used as background Complex and intricate patterns that are challenging to reproduce, typically
▪ Ghost Images:
security against Faint secondary images of the passport holder on different pages, enhancing
tampering.
▪ Secure QR Code: Passports may contain a secure QR code that stores information and aids in
verification processes.
▪ Transparent Window
security features with Security
to prevent forgery. Elements: A transparent window with intricate designs and
▪ Embossing and Tactile
tactile feel, adding Features:
an additional Theofpassport
layer [Link] have elements that are embossed or have a
▪ Machine-Readable Zone (MRZ): An encoded zone at the bottom of the passport's personal
information page that is machine-readable and aids in automated data entry and verification.
▪ Laser Engraving: Laser-engraved personal details and images to deter tampering.
▪ Tamper-Evident Features:
such as special adhesives Various
that break materials and features
if the passport designed to show signs of tampering,
is altered.
▪ ECR stands for Emigration Check Required and ECNR stands for Emigration Check Not Required.
ECR
fallingstatus will
in the be printed
Non-ECR in the passport
category, there willofbethe noapplicants who fallininthe
specific mention thepassport.
ECR [Link] those
▪ Who
has can apply but
completed for ECR
doespassport?
not have If the
all the passport
necessary applicant has for
documents notSSC
completed
and his 10th
children grade
under theor
15
years of age get ECR passport by default.
▪ What is a ECR passport?
▪ (i)
as The Emigration
certain Act regulates
professionals such as emigration
‘Nurses’, of skilled,
notified from semi-skilled
time to time, and
for unskilled workers
employment abroadasin
well
18
specified countries including Saudi Arabia.
▪ (ii) Persons
intend to whose
take up passports contain
employment abroad “Emigration
in these 18 Clearanceneed
countries Required”
to obtain(ECR) stamp and
emigration who
clearance
from Protector of Emigrants (POE).
▪ (iii) The workers who have not obtained clearance from POE are liable to be stopped at the
Immigration.
▪ Who are eligible for a non-ECR (previously ECNR) passports?
▪ (i) All persons possessing educational qualification of matriculation (Class 10) and
above are normally eligible for non-ECR passports, except those having POE-
notified professions such as nurses who require emigration clearance irrespective
of their educational qualifications.
▪ (ii) Apart from these, persons who have worked abroad for more than 3 years three
years in one stretch or split stretches, minor children (below 18 years), persons
over the age of 50 years, income tax payers with established income from regular
profession/business, etc., are also eligible for non-ECR passport.
 ""'- -- ""'- - ""'- C
Cll -1 Udl Cll 6dll I UI !UIC
ECRQm ECNR
ECNR ECR

R
▪ Proof of age
(Aadhaar (Birth
card, Certificate,
Voter School Leaving
ID card, Electricity Certificate,
bill, etc.). Proof ofetc.). Proof of
nationality address
(Birth Certificate,
Voter ID card,
passport etc.). Self-attested copies of the first two and last two pages of your old
(if any).
▪ Aadhaar card.
▪ PAN card.
▪ Driving licence.
▪ Birth certificate of the applicant.
▪ Electors photo ID card.
▪ School leaving certificate.
▪ Photo passbook of public, private, and regional rural bank accounts.
▪ School or university 10th standard mark card.
▪ What Is a Visa?
▪ A visa is an official document that allows the bearer to legally enter a foreign
country. The visa is usually stamped or glued into the bearer’s passport. There are
several different types of visas, each of which afford the bearer different rights in
the host country.
What Is a Visa?
A visa
visa is is an official
usually document
stamped or thatinto
glued allows
the the bearer
bearer’s to legally
passport. enterare
There a foreign
several country. The
different
types of visas, each of which afford the bearer different rights in the host country.
Check out How Do I Apply for a Visa? for more information.
What Is a Travel/Tourist Visa?
Travel
only visas
stayallow a the bearer to enter a foreign country for touristic
do notand leisure
the purposes
workandor engage forin predetermined amount
any business activities ofthe
in time. These
host visas
country. entitle holder to
What Is a Work Visa?
Work visas
business are required
activities in the for individuals
host country. who are
There wish to taketypes
several on employment
of work orthat
visas engage in
depend
on the nature
individuals to of the work and
temporarily takelength of stay. For while
on employment example, working
travelling holiday
through thevisas allow
country.
What Is a Business Visa?
A business
activities visa allows
without thethat
joining bearer to enter
country’s the host
labour country
market. For and engage
example, an in businessmay
individual
require
company a or
business
if they visaattending
are if they area travelling
business to a countryThe
conference. to do business
visitor with must
typically another
show
that they are not receiving income from the country.
What Is a Transit Visa?
Travellers
not their may sometimes
destination [Link]
Transit transit
visas visas
are in orderrequired
typically to pass through
if you a country
have a thatinisa
layover
country of more than a few hours.
What Is an eVisa?
An eVisa,or
stamped orglued
electronic
into visa,
the is a digital
bearer’s visa that
passport. TheiseVisa
stored is in a database
linked to the rather than
individual’s
passport
applicantnumber. Applications
will receive for eVisasto
a paper document are typically
present done
while over the Internet and the
travelling.
Immigrant Vs. Nonimmigrant Visas
Travel visasvisas
Immigrant can allow
be separated intototwo categories: immigrant and nonimmigrant.
nonimmigrant visas allow the bearer entry into the host country on acountry,
the bearer reside permanently in the host temporarywhereas
basis.
What Does a Visa Look Like?
Traditional
into your visas can
passport, it either
is be stamped
usually a small or glued that
document into includes
your passport.
your If yourpassport
name, visa is glued
number,
have place of birth, reason for travel andonly
expiration date. Stampedand visas typically
which the visa is valid and official instructions stating how many days the visa is from
less information on them. They usually have the destination date valid for.
What Is a Student Visa?
A student visa is a type of nonimmigrant visa that allows the bearer to enrol at a
postsecondary educational institution in the host country. High school foreign
exchange students must typically obtain a visa for temporary residence.
What Is a Refugee/Asylum Visa?
Refugee visas and asylum visas can be granted to individuals fleeing persecution,
war, natural disasters and other situations in which their life is at risk.
What Is a Working Holiday Visa?
Working holiday visas allow the bearer to undertake temporary employment in a
country through which they are travelling. Not every country offers a working
holiday program. Australia has the most popular such program.
What Is a Spousal Visa?
Spousal visas allow partners to visit each other when the couple does not hail from
the same country.
Why Do I Need a Visa to Travel?
Visas are necessary if you’d like to travel to a country that does not have a visa policy in place with your home country.
Many
for a countries
visa. For have visa
example, policies and
Canadians and agreements
Americans that
do allow
not need their
visascitizens
in orderto travel
to freely
travel to between
each other’s them withoutonly
countries, the need
valid
travel documents. However,
between the two nations. Canadians do need visas to travel to Bhutan, for example, since no visa agreement exists
What Is a Visa Policy?
A
of country’s
one visatopolicy
country enter is a rule that
visa-free but states
not thewho may or
passport may not
holders of enter
anotherthecountry.
[Link] policy
visa may allow
policies are passport meaning
bilateral, holders
that two countries
passport holders maywill allow
travelvisa-free
to Grenada travel to eachbut
visa-free, other’s citizens,must
Grenadians but this is not
apply for always
a visa inthe [Link]
order example,
travel Canadian
to Canada.
There
include are no hard and
diplomatic fast rules
relations with for
the countries
other whenthe
country, determining
history, if visa of
any, policies.
illegal However, some
immigration from typical
the considerations
country, cost and
tourism factors, and more.
Why Do Certain Countries Have Visa Restrictions?
Countries
illegal have visaand
immigration restrictions
other in order
criminal to checkForcing
activities. and control the flow
travellers to of visitors
apply for a in and
visa out ofthe
allows theauthorities
country and to to
vetprevent
potential [Link].
to work illegally For example, individuals may attempt to travel to a country with better economic opportunities in order
When Do I Need a Visa?
When
which you
you need
intend a to
visa depends
travel, then on
youwhere
likely you’d
will like
not to go.
need to If yourfor
apply homea country
visa has a visa
beforehand. agreement
However, if with
your the country
home country to
does not have a visa agreement with your intended destination, then you must apply for a visa before travelling.
Employment Visa
Highly skilled Individuals
intending to take up employment

2 Business Visa Visiting India for a business

purpose

For executing projects in the

Power and Steel sectors
3 Project Visa

4 “X”/ Entry visa For accompanying families of

foreign nationals
▪ "Transit without visa" (TWOV) refers to the ability of certain travelers to pass through a country's
international
country. This airport forisausually
privilege connecting flight
granted towithout the need
passengers who to
haveobtain
a a visa
short for that
layover specific
between
connecting flights and do not plan to leave the international transit area of the airport.
▪ The specific rules and eligibility criteria for transit without visa vary from country to country.
Some common scenarios where transit without visa might be allowed include:
▪ International
passing throughTransit: Passengers
immigration controlarriving
or fromthe
leaving one country andzone
international transiting
of the to another
airport maywithout
be
eligible for TWOV.
▪ Short Layovers: TWOV is often granted for short layovers where passengers remain within the
airport for a limited time (e.g., 24 to 72 hours).
▪ Onward Ticket:
demonstrating Travelers
that they haveusually need to to
no intention have
staya in
confirmed onward
the transit ticket to a third country,
country.
▪ Nationality Restrictions: The availability of TWOV may be based on the nationality of the
traveler. Some nationalities might be eligible while others are not.
▪ TIMATIC (Travel
travel agents Information
to verify Manual
the entry Automatic)
requirements is a database
for passengers used byinternationally.
traveling airlines and It
is a tool that and
regulations, provides
other information
related on documentation
travel visa requirements, passport regulations,
requirements for specific health
destinations.
▪ The information
governments of in TIMATIC
various is based
countries andonis the rules and
regularly regulations
updated to set any
reflect by the
changes.
Airlines and
documentation travel
to agencies
enter theiruse TIMATIC
destination to ensure
country andthat
anypassengers
transit have
points the necessary
along their
journey.
▪ Key features of TIMATIC include:
▪ Visa Requirements:
including information TIMATIC
on whetherprovides
a visa details
is on visa
required, requirements
visa types for each
available, and country,
any
special conditions or exemptions.
▪ Passport Requirements:
requirements, Information about
and other passport-related passport for
regulations validity,
entry blank page
into a particular country.
▪ Health Regulations: Details on vaccination and health requirements, including
any mandatory immunizations or health checks needed for entry.
▪ Currency Information: Information about currency restrictions and regulations,
including the amount of currency travelers are allowed to carry.
▪ Customs and Import Regulations: Information on customs and import
regulations, including restrictions on specific items and goods.
▪ Transit Information: Guidance on transit requirements, including whether a
transit visa is required and any specific conditions for passengers in transit.
▪ Airline-Specific Information: TIMATIC is often integrated into airline reservation
systems, allowing airlines to check and verify passenger documentation during the
booking process.
▪ Travelers can also access TIMATIC directly through various online platforms
provided by airlines or third-party services. These tools allow individuals to check
entry requirements for their specific travel itinerary.
▪ It's important for travelers to consult TIMATIC or similar resources before their
journey, as entry requirements can change, and failure to meet these requirements
can result in denied boarding or entry into a country. Always verify information
close to the date of travel for the most up-to-date requirements.
▪ [Link]
▪ Here are some general aspects covered by TIMATIC regarding travel documents:
▪ Visa Requirements: TIMATIC provides details on whether a traveler needs a visa
to enter a specific country, the types of visas available, and the conditions
associated with obtaining a visa.
▪ Passport Requirements: Information on passport validity, blank page
requirements, and any other passport-related regulations for entry into a particular
country.
▪ Health Regulations: TIMATIC includes information on health requirements, such
as mandatory vaccinations or health checks, which may be necessary for entry into
certain countries.
▪ Transit Information: Guidance on transit requirements, including whether a
transit visa is required and any specific conditions for passengers in transit.
▪ Currency and Customs Information: Details on currency restrictions, import
regulations, and customs requirements for various countries.
▪ It's important to note that the information provided by TIMATIC is subject to
change, and users should always verify the latest requirements with the official
government sources or relevant authorities of the destination country.
▪ For specific details on TIM regulations or updates, you may need to refer to the
official documentation provided by IATA (International Air Transport Association)
or the relevant authorities associated with TIMATIC. Additionally, airlines and travel
agencies often have access to TIMATIC and can provide guidance on travel
document requirements based on the latest information available.
▪ Dangerous Goods Regulations 10 Definition – Applicability – Airline’s
Responsibilities – IATA Guidelines - Classification – Hidden Dangerous Goods –
Marking & Labelling – Emergencies & Response – First-Aid – Bomb Threat –
Caller’s Classification – Response – Bomb Threat Report Form / Card
▪ A dangerous good (also known as hazardous material or hazmat) is any substance
or material capable of posing an unreasonable risk to health, safety, and property
when transported in commerce.
▪ Dangerous goods are substances and articles that have explosive, flammable, toxic,
infectious or corrosive properties. They pose a risk to public safety, property or the
environment.
▪ The International Air Transportation Assocation (IATA) Dangerous Goods
Regulations (DGR) manual is a global reference for shipping dangerous goods by
air and is the only standard recognized by airlines.
▪ The DGR are rules based on the International Civil Aviation Organization's
(ICAO) Technical Instructions. The DGR include the United Nations classification of
each article or substance and their acceptability and conditions for air transport.
The DGR is not an official regulatory document and the regulations contained
within the DGR are not permitted to be less restrictive than the law.
▪ Airlines, freight forwarders, ground handlers and shippers like you rely on the
IATA Dangerous Goods Regulations (IATA DGR) manual every day to make sure
dangerous goods are transported safely and efficiently.
▪ What is the responsibility of IATA dangerous goods shipper?
▪ Ensure that articles or substances are properly identified, classified, packed,
marked, labeled, documented, and in good condition for transport, meeting all
DGR requirements. Ensure that relevant people are properly trained on preparing
a dangerous goods consignment, allowing them to carry out their responsibilities.
i\ RESPONSIBILITIES!
..
▪ Examples include fireworks, flammable household liquids, corrosive oven or drain
cleaners, flammable gas or liquid lighter refills, camping stove cylinders, matches,
ammunition, bleach, aerosols, etc.
▪ Acidic
▪ Caustic
▪ Combustible Communicable
▪ Compressed Gas

▪ Corrosive
▪ Explosive

▪ Flammable
▪ Infectious
▪ Inflammable
▪ Poison
▪ Radioactive
▪ Refrigerated
▪ Toxic

▪ Volatile
SPECIFIC TERM : POTENTIAL HAZARD

Air Bags May contain Air Bagi lnflators or Air Bag Modules or Seat-Belt Pretensioner.
1

Air Conditioning May contain gases under pressure.

Equipment

Aircraft Parts May contain such items as fuel contro,I devices which cannot be fully purged of fuel arid must be
shipped regulated.

Auto Parts May include carburetorsj gas linesj or gas tanks which may contain gasoline.

Barometers May indicate the presence of mercury.

Batteries Come in a variety of si es and types. Several types of batteries are regulated as hazardous materials,
including spillable lead-acid batteries many lithium batteries etc. Positive protection against short
1 1

cicc11its i,; essential eve□ foe batterie,; that ace not s,b
1 iert to [Link] HazardoU5 Mat:,eciaJs
:c::::J
Batteries Co,mein a variety o,f si. es [Link] bat eriesare regulatedas ha ardousmaterialsl
including spillablelead-acid batteries many lithiumbatteries [Link] protection against short
circuitsis e sential even for batteriesthat are not subject to,applicableHa. ardousMaterials
Regulations.(See Additional Battery Guidancebelow)

Br,eathing1Apparatus May mean o,xygen cylindersunder pressur,e,

Bull Semen May signalthe presence o,f dryiceor liquefied gas.

Camping May includemany different dangerous itemssuch as: ammunition batteries cooking stoves
1 1 1

Gear/Equipment flammablegas fire starting1pastes, flammableliquids,heat producing packets,lighters,matches

1

(bothstrikeanywhere and safety type) signal flares STERNOcooking/heating fuel (thestructural

1

tubing on certaintypesof back packs containsliquid fuels),

ChainSaws and other Wi11most Iikelycontaina residueof fuel.

powered tools
▪ Dangerous goods packages must be marked and labelled before they are assigned
for shipment. The differences between marking and labelling under TDG are listed
as below:
▪ Marking: mainly refers to UN number, proper shipping names, UN specification
marks and other markings if applicable(i.e. orientation arrows, environmental
hazardous substances mark for UN 3077 and UN 3082 and excepted quantities
mark);
▪ Labelling: mainly means hazard symbols (and handling labels) displayed on small
means of packages (usually less than 450 liters) ;
·[Link] of Dangerous Goods Marki g and Labeli g
The p d:ure belo stio,vs how a dangerous goods package should be marked and abeI ed.

ti'.\ Ub 1"di Lb
▪ Limited Quantity and Excepted Quantity Marking
▪ Selected dangerous goods packed in small quantities (limited quantity) or very
small volumes (excepted quantity) pose a lesser risk in transport than do the
same goods packed in larger volumes. Thus they qualify for some relief from robust
packaging requirements provided that they are packed and marked properly. This
could save considerable packaging costs.
▪ The picture below shows the marking for limited quantity and excepted quantity
dangerous goods.
JUUS.

imi edOunmes ImitedQ . ities E .p d Qu tif

L

Mar1dng Mark ng {bya1r) Marking

rllllll II

-
-· -. ' I'
'

-,
z r cl·s·f
- '
Cons i jElOr ar1,d
4 -

- consignee addre;
II ..• Ill 1,
IE vironmenta ly azardo .s, Substa ces Mark
Enviro mentally hazardous substances mark (dead fis symbol) s all be p on outer package
fo c ass 9 dlan_gem us goods assigned •with u 3077 and uN 3082_ See examp e be o fo z-nc
oxide_

It s a I be noted that IMDG code ancl ADR also requ-re the environmentaIly hazardous
substances mark for dan_gerous goods shipments other than UN 3077 a d -3082 as lo g as
thedangerous goods are listed as marine po uta ts or meet t e enter_a of ma rt e polIu ants (see
I - L.. -■ .'I.
▪ Emergency Response Procedures should include elements which:
▪ a) Identify
within the potential
a confined [Link] to either property or the environment in the event of a leakage
▪ b) Identify the appropriate immediate response which may be provided to prevent and mitigate
the effects of the leakage
▪ c) Identify what toasdo
being in the case that packages are afound to be itleaking or even showapparent,
signs of or
that andamaged,
internal leakamay
damaged
cause package may allow
damage which leak even
will subsequently is not immediately
allow a leak.
▪ d) Procedures should ensure that any evidence of damage or leaking will provide cause for
rejection during the DG acceptance process
▪ e) If a package
similar is determined
configuration to be leaking for an unknown reason, any other packages of a
within the
inspection has been carried [Link] consignment should be quarantined until a thorough
▪ f) Because
follow of the procedures,
specialist varied natureinofparticular
DG in thewhere
event this
that requires
a leakagethe is cleaning
observedor it disposal
is necessary
of to
contaminated goods.
▪ g) Environmental Regulations may also be applicable so should be understood for each
country or jurisdiction.
▪ h) The emergency
spillage or in the services
event of may
any also
fire have to be
occurring, all called or informed
necessary contact regarding
and supportthe
information should be available to employees.
▪ i) All necessary
required in the employees
event of a DGshould
event. be trained regarding
Procedures should the reporting
ensure that the procedures
event is reported
in the first instance to management.
▪ k) Actions to be taken in the event of a spillage or accident
▪ i/ The substance
requirements should
(All be identified
dangerous goods andaccompanied
are referenced tobyspecific emergency
appropriate response
documentation
for example
package the “Dangerous Goods Shipper’s Declaration” together with appropriate
markings.
▪ ii/ Withoutas
packages incurring
[Link] personal risk, Isolate the package by removing other
▪ iii/ Notify the appropriate emergency services
▪ iv/ If DG has come into contact with clothes or person, carefully remove clothing wash
with copious amounts of water and seek medical assistance ( avoid touching eyes, nose
or mouth
▪ Heart attack

▪ CPR
▪ Unconscious passenger
▪ Nose bleed

▪ Otitic barotrauma
How are bomb threats made?
The most common include:
• In writing (by letter or electronically)
• In person
• Verbally (usually by telephone).

Statistics
Sta istical analysis of past bomb threats reveals:
• 98% of bomb threats are false
• Less than 2% of bomb explosions have been preceded by a threaUwarning.
• Despite these statistics it is imperative that every bomb threat receives detailed andintelligent analysis in order to ensure an
1

appropriate response..
It is notable the culture of a country affects the analysis of received bomb type of bombers it produces:
• Capability of manufacturing a bomb is a consideration to assess the bomb threat
 . . - r - .. - . -I - - • - - -- - -- - •.•-- -- •• -------- •

Procedures,in case of bomb threat

In he even hat wri en hreats are received via mail, courler orhanded in person,staff mus be rained to preserve the evidence,
minimize handling of the note and pass the informationon to securityfor analysis.

Ifthe threat is received via telephone, staff must be trained to do the following::

• Stay calm
• Attrac the a en ion of a oo-warkeras quietly and covertly as possible
• Reoord details of the oonversation(use bomb threat check list)
• Use a tape recorder]or write down the exact words used by the personmaking the threa
• Keep the calleron he line foras long as possible
• Ask ques ions,tg
o ainmoreinformation and keep calleroccupied
• Keep he line open,DO NOT HANG UP
• Stay a your post
• Notify securiy.
 lime: Uay: Uate:

In flight?YES/ 0 If moved? YES/ 0 0 her:

WHA DOES I LOOK LIKE?

Briefcase Shopping/carrierbag Suitcase

Box/parcel 0 her(describe)

WHOARE YOU?

IName IOrgan· ation:

Whereare you now?

WHYARE YOU DOING HIS?

BACKGROUNDDE AILS (Circle appropriae answer)

Origin of call

Local Long distance Internal(from within building) Public telephone/cellular/

mobile

Attempt made to race call? YES/NO

Caller's iden ify

Isex: pproximae age: ILanguage spoken:

 tternpt made to tracecall? YES/NO
Caller's idenify

Isex: pproximaleage: ILanguagespoken:

Voicecharacteristics

Loud So Highrpi ched Deep

Raspy Pie sant Olher

Speech

Fast Dis nct Stuttering Slurred

Slow Distorted Nasal Other

Backgroundnoise

Noisy Quiet Trains Aircrn

Street traffic Voices Office achines

111 Factory machines

Kitchen Party a mosphere Anima Music

Mixed(describe)

ccent

Local Not local Colloquial Regional Foreign

Manner