FEBRUARY 21, 2022

MR. REIGH SELGA

Passenger & Baggage Acceptance

Special Handling Passengers

- Passengers who may need assistance in pre-departure formalities

1. Passengers with Disability or Incapacitated Passengers (PWD or INCAD) – stretcher passenger or
STCR, passenger needing in-flight oxygen or OXYG, blind or BLND, deaf/mute or DEAF, limited
ambulatory, passenger with nut allergy, and medical case passenger or MEDA; they cannot do at
least one basic life activity such as walking, seeing, speaking, breathing, etc.; requires proper
documentation and prior arrangements with the carrier and endorsement/s between airport
personnel and cabin crew personnel
- Passengers with disability (PWD) – when their physical, medical or mental condition require airlines
to give them individual attention (such as: on enplaning and deplaning, during flight, in an
emergency evacuation, or during ground handling at airports) and/or special equipment to maintain
their health during the flight which is not normally extended to the other passengers; they need
escort/attendant (safety assistant) which is an able-bodied who, in case of medically and/or
mentally incapacitated passengers, and is specially trained to care for, restrain and/or administer
the necessary drugs and medicines to the passenger being assisted for; they need to pass the
Medical Information Form or MEDIF which is accomplished by the doctor
2. Non-incapacitated Passengers – expectant mother or EXMO or new mothers, unaccompanied
minor or UMNR/UM, infant or INF, young passenger or YP, inadmissible passenger or INAD,
deportee or DEPO, seaman or SEMN, first rider, and VIP
- Conditions of carriage
a. The airline must be notified of passenger’s condition at least 48 hours in advance prior to
passenger’s scheduled departure
b. Where interline travel is involved, confirmation must be obtained from participating carriers
prior to finalization of transaction
c. The maximum number of unescorted passenger/s with disability per flight shall be limited to 2
per operational floor level exits or twice the number of minimum cabin crew complement
whichever is lower

A/C No. of floor level Min. cabin crew Max no. Man no. (escorted &
Type exits complement unescorted unescorted
B77 10 10 20 20
A343 8 8 16 16
A330 8 8 16 16
A321 8 5 10 16
A320 4 4 8 8
d. As a general rule, INCAD passengers shall be assigned seats which:
 Will not impede the expeditious evacuation of the cabin in an emergency
 Will not impede access to emergency exits
 Will facilitate boarding and disembarkation
 Will contribute to the comfort of the passenger
  Allow maximum space
 Will facilitate mobility for passengers with disabilities
 WCHR located near lavatory and boarding door, people with cast located in the center not in
the aisle seat (passengers who uses wheelchair: paraplegics whose lower half of the body is
paralyzed and hemiplegics whose only one side of the body is paralyzed)
 Person who uses wheelchair (ramp) or WCHR – passenger can ascend/descend steps and
make own way to/from cabin seat but requires WCHR to/from aircraft
 Person who uses wheelchair (steps) or WCHS – passenger cannot ascend/descend but is
able to make his own way to/from cabin seat, and must be carried up/down the steps
 Person who uses wheelchair (cabin) or WCHC – passenger is completely immobile to/from
aircraft and must be carried up/down the steps and to/from cabin seat
 Infant or INF – a minor who is 16 days old to less than 2 years old; passengers with infants
shall be seated on seats with extra oxygen drop-out, assigns the infant together with the
mother/adult passenger a seat on the bulkhead section where the bassinets (BSCT) are
fitted, issue an infant boarding pass; BSCT are provided for flights having a flying time of at
least 3 hours, and the INF should not exceed 45 inches in length with age of 4-6 months.;
maximum number of infant vary per aircraft

Aircraft type Max. infant

B777-300 50
A340-300/A330-300 (Wide body)
A321-200/A320-200 (Narrow body) 20
 Unaccompanied minor or UMNR/UM – 5 years old to less than 12 years, taken and met at
the airports of departure/arrival by the adults whose names are indicated in the handling
advice, and UM handling advice form is accomplished, boarded ahead, personally endorse
UM to purser together with UM envelope, include UM information in the special passenger
information list; ensures that the declaration portion of the UM Handling Advice is signed by
parent/guardian/sponsor, pins the UM badge, accomplish the UM envelope, ground staff
assists the UM through other airport formalities

Baggage

 Baggage – articles, effects and other personal property of a passenger which are necessary for wear,
use, comfort, or convenience in connection with his/her trip
 Checked baggage – that part of a passenger’s baggage which the airline takes sole custody of during
carriage and for which it has issued a baggage claim check
 Hand-carried baggage – one piece of carry-on baggage suitable or placing in closed overhead rack or
under passenger’s seat with the following specifications: 1 piece, 7 kgs, not to exceed 45 inches or
115 cm
 Carry-on – the use of portable records, hearing aids, and heart pacemakers are permitted, special
items permitted that may require prior arrangement with the airline, notification and/or specialized
screening requirements or additional charges (e.g. pets in cabin, wheelchairs, etc.), items of
dangerous goods permitted in passenger baggage that require prior approval by the airline, with
reference to IATA dangerous goods regulations or DGR); such as an overcoat, wrap or blanket, like a
small camera or binoculars, a reasonable amount or reading materials, infant’s food for
 consumption in flight or infant’s carrying basket, and pair of crutches and/or braces or other
prosthetic device for the passenger’s use provided that the passenger is dependent upon them
 Baggage tags – to aid the passengers in identifying their bag, as proof that the passenger is not
removing someone else’s bag from the baggage reclaim hall, as a means for the passenger and
carrier to identify and trace a specific bag that has gone astray (types: destination tag,
supplementary label/tag <like heavy bag tag for when exceeding 20kg, fragile tags, etc.> (contents
of bag tag: destination, flight number, name of the passenger, date)
 Dangerous goods – articles or substances which are capable of posing a risk to health, safety,
property or the environment such as the 9 classes of DGs: explosives, flammable gases, flammable
liquids, flammable solids, oxidizing, toxic & infectious, radioactive (such as smoke detectors),
corrosives (such as bleach), and miscellaneous (such as dry ice)
 DG hazard labels – has specific colors, codes, and pictograms at a square or angle of 45 ˚ or diamond-
shaped, that identifies the specific primary and subsidiary hazards posed by the materials

Passenger & Baggage Security

 Screening – application of technical or other means which are intended to detect weapons,
explosives or other dangerous devices, articles and substances which may be used to
commit an act of unlawful interference (why screen passengers? To prevent introduction of
explosives, weapons, and other prohibited items into the aircraft; who conducts the
screening? Airport and transportation authorities)
Conditions for acceptance for passenger baggage

a. Suitable for air carriage due to its weight, size, packaging, or nature
b. Security questions/baggage check
1. Is this your baggage?
2. Did you pack the bag yourself?
3. Are you carrying anything for another person?
4. Do you have any items more than 100ml in your hand carry?
5. Do you have any dangerous goods and security restricted items in your baggage? Check-in or
hand carry?
At the time of COVID-19…

- To ensure the safety of both passengers and airport staff, the following safety standards are being
implemented:
a. Awareness and training to all staff on duty
b. Wearing of personal protective equipment (PPE)
c. Maintaining physical distance with other staff and passengers at least 1 meter
d. Wash and sanitize hands frequently

 World Tracer – an app airlines or passengers use to find lost baggage

 Extra uniforms, deadhead clothes (smart casual for when you can still use to represent the
company), civilian clothes are what FAs put in their luggage. The baggage is not necessarily 7kg,
there’s no limits to FAs as long as the weight is reasonable. Airlines provide the luggage/suitcase of
the cabin crew. Airlines usually give 4 sets of uniform to the crew, if you want more you buy. FAs
have winter uniforms.
 In the manifest, all the special handling requests are located, called the Special Passenger
Information List or SPIL.
 There are no holidays in the airline industry!

 Airline passengers must comply to the conditions of carriage to be accepted in the flight. I addition,
airport authorities have their separate set of rules and regulations that passengers must undergo
before they can board the aircraft.

FEBRUARY 23, 2022

MS. MIKAH ANGELI FLORANO

Areas of Assignment

1. Check-in – process whereby passengers are accepted by an airline at the airport prior to travel.
When presenting at the counter, a passenger will provide evidence of the right to travel such as
passport, ticket, and visa. Each airline provides facilities for passengers to check-in their luggage,
except for their carry-on bags.
a. Profiling – the act or process of gathering information about a person based on known traits or
tendencies
 Passengers who are impersonating
 Passengers seeking illegal entry or political asylum to a country
a. Holding too many documents
b. Holding spurious documents
 Considered as transit passengers but attempt to land upon arrival at transit points (jump
shift/ship?)
 How to: tactfully communicate with a profile passenger to extract information, verify validity
of all documents and identify, seek assistance of security and/or embassy officials, and
ensure the gate personnel are advised
 b. Assignment of seat – seat map (exit rows – rows located at the exit; bulkhead seats – middle
seats that have legroom) (passengers who want to sit at the exit row must be willing to help,
able bodied, 15y.o. & above, able to communicate with the crew, willing to pay) (responsibilities
of FA for exit row passengers is to brief them)

- You need to know “The art of saying no!”

 Refusing a request – HEART. Hear, listen to what the passenger is saying. Take notes.
Empathize, let them know you understand. Apologize, apologize for the unfortunate
response to the request. Resolve, think of other options and then state the benefits of the
alternative. Thank, thank the passenger for understanding. (words to avoid: “only” and
“lang”) (things to remember: never use “however”, “but”, “kaya lang po”, and “pero”, use
“since” instead, use “concern” instead of “problem”, use empathic phrases such as “I
understand…”, “I hear you…”, “I know how you feel”, and “I can see your frustration”)
- Check-in procedure: welcome greeting > check ticket & travel documents > examine ticket/itinerary
receipt (IR) > check name against manifest/computer > check documents > baggage check > removal
of flight coupon > assignment of seat > boarding pass issuance > return documents > advice on
airport formalities > farewell remarks
2. Boarding gate – boarding is the entry of passengers onto the aircraft. Boarding starts when entering
the aircraft and ends with the seating of each passenger and closure of the doors. Announcements
are made so passengers are duly informed of the flight boarding status. Agents monitor the
boarding area to check for oversized hand carry ad check with the flight purser or captain if aircraft
is ready for boarding.
- Boarding procedures: follow safety requirements for fueling in progress, make boarding
announcements, follow boarding priority, boarding passes of passengers shall be checked for the
right flight number/date, the proper portion of the boarding pass shall be retrieved by the gate
agent prior to boarding, apply hand carry baggage like intercept excess, oversize and overweight
hand carry and account for any gate tagged items
- Passenger reconciliation – actual number of passengers boarded should tally with total boarding
passes collected and in the computer system, missing passengers should be identified and in case of
no show at the gate, offload the baggage
- Flight documents – general declaration or GENDEC (point to point), passenger manifest or PM,
special passenger information list or SPIL, cargo manifest or CM, documents of special handling
passengers on board such as UMNR and INAD
- Order of boarding priority: sick or passengers with disabilities (because they may need more time
and assistance to board) > elderly and expectant mothers > passengers with infants and small
 children > all other economy class passengers > first class, business class passengers, and premium
member of airline frequent flyer program may board at their convenience
3. Arrival – greets deplaning passengers and shows direction to the Immigration and Arrival Baggage,
and waits for all passengers to deplane by confirming with the flight purser and proceed to the
arrival area
- Pre-arrival – review the pre-arrival information from airline computer system and/or messages,
prepare for short connections, arrange facilitation requiring assistance (UMNR, WCHR, YP) like the
passenger service message or PSM
- Disembarkation priority: business class passengers > economy class passengers who do not need
any special handling > passengers requiring special handling, provide assistance
4. Transfer desk – for passengers who have a transit stop of less than 24 hours at any connecting point
between the departure airport and the arrival airport and, who will continue their travel with the
same or different airline company; issue connecting flight boarding pass/es, check if TWOV or
transfer without visa, and direct transit passenger to security screening then to assigned boarding
gate of their next flight
5. Lost & found – this section is to help passengers locate and track a lost item/baggage at the airport
such as missing baggage (lost baggage), damaged baggage (there’s a change in physical condition
upon arrival), found baggage (found in the station other than where it is tagged, usually happens
because of misloading), on-hand baggage (airline will take custody after the opportunity to claim the
baggage is completed or done, right tagging and point but not claimed by passenger), and pilfered
baggage (some of the contents of the baggage are missing, usually airlines will just compensate for
missing items)
- Airline standards – passenger handling staff shall extend personal care, attention, and assistance to
all affected passengers, whether revenue or non-revenue, and flight crew members, passenger
amenities and compensation are based on Passenger Bill of Rights or applicable regulations of the
state

Flight disruption

a. Diverted flight – flight landed in a situation other than the scheduled destination
b. Cancelled flight – flight that will definitely not depart that day
c. Delayed departure or arrival of flight – flight when the ETD/ETA was reset to a later time
d. Misconnection – a situation when the delivering flight was arrived later and missed the
departure of the connecting flight
- Bomb threat – despite airport security procedures and checks of passengers for concealed weapons,
a station or a particular flight may be confronted with some forms of aggressive threats. These may
be received in many different ways and based on experience, such warning is anonymous in nature

Passenger entitlements during flight disruptions (based on Passenger Bill of Rights)

1. Passenger call out – reservations or its counterpart office, should immediately make callouts to
advice passengers about disrupted flight
2. Announcements – give up-to-date information and development regarding disrupted flight,
provided 15 minutes apart until new departure time is determined. Information includes apologies,
 cause of disruption, new ETD, amenities that will be offered, baggage handling, and whom to
contact for additional information and assistance
3. Information – must be given, seen at the check-in area, pre-departure, and boarding gates, and at
the arrival station of the delayed departure flight, inform the following: specific flights affected,
cause of delay, revised flight schedule, new routing, and new ETA
4. Rebooking – offer to rebook the affected passenger to another flight so they can arrive at their
destination as close as possible to their scheduled flight
5. Snacks/meals – for delay of at least 3 hours, snacks/meals are appropriate to the time of day,
passengers and crew are included
6. Hotel wash-up – enables the passengers to freshen themselves up, transfers should be in a
comfortable and preferable air-conditioned bus, and ensure enough buses to accommodate
passenger
7. Hotel accommodation or HOTAC/hotel booking extension/transfer – for disruptions extending
beyond 6 hours or flight cancellations, transportation to and from hotel is provided, may be
accommodated in company-designated hotels, elect to extend their stay on the hotel they are
staying
8. Cash assistance – shall be given to passengers for transportation expenses for delayed or cancelled
flights

 Project: Video about lessons or topics in Ground and In-flight. Limit the video presentation up to 7
minutes only: 1 scenario in the check-in (ground assessment, boarding announcement), safety
demo, and in-flight announcement. Groupings are by school: all 13 Letran in 1 group and 2 groups
for UE. Submission on March 10.

FEBRUARY 25, 2022

MR. DENNIS DEL MAR

- Airplane is a type of an airline that has a fixed wing while aircraft is any machine that can fly such as
a helicopter or hot air balloon

Introduction to the Cabin Crew Profession

- **Play the game: Quizizz**

- World’s first flight attendant in 1912 was a male, he is Heinrich Kubis from DELAG Airlines, who used
to ride zeppelin airship that ended in the Hindenburg disaster
- The airline that provided the first in-flight service with stewards in 122 was Daimler AIrways
- Original duties of air stewards or cabin boys are loading mail and luggage, and offer comfort and
assurance
- Ellen Church was the first flight attendant, hired by Boeing Air Transport (United Airlines) in 1930,
which was 25 years old an was a registered nurse
- The original air stewardesses were all nurses.
- The qualifications of stewardesses during the early years of aviation: between 5ft-ft4in, weight
between 100-115lbs, and should remain single
- The first international flight attendant of Philippine Airlines was Rebecca “Becky” Versoza Santos in
July 31, 1946 for first trans-pacific flight to California
- The oldest, active flight attendant according to the 2013 Guinness World Book of Records was
Robert “Bob” Reardon who retired as 90 years old because he said wanted to die in-flight

- Key historical milestones: Daimler Airways 1922 > Ellen Church 1930 > Air Travel Expanded 1950 >
Present
- Know if you have the heart of/for service.

- Benefits and challenges of the profession:

a. Schedule flexibility
b. Geographic flexibility (cities, cultures & customs)
c. Travel benefits and other packages
d. Finances
e. The work

Flight Routine

A. Pre-flight preparations – signing-in, report for your flight at least 2 hours before ETD
1. Pre-fight crew briefing – a crew briefing is done to get to know the team and receive all
necessary information regarding the flight; briefing time depends on flight time; conducted by
the purser/SCC and covers the following topics:
a. introduction – names, nationalities, languages spoken, batch/class number, etc., grooming
and documents checks, required minimum crew complement is present (min is 3 for airbus
320), and assign duty positions and emergency duties
b. flight information – give out information about the flights, discuss reported equipment
irregularities in the cabin maintenance logbook or CML, and special needs pax or SPML
c. safety and security / medical – pre-flight checks of equipment, review safety and emergency
procedures, and review medical procedures such as CPR
d. service – discuss food service flow/standards, coordinate rest breaks especially on long
flights (if more than 8hrs [if flight is 16hrs, divided into 2 shifts; after first service, 1 st shift,
and then vice versa] [service carts/trolleys are two in A320, one starts from the back and
one from the front], and duty-free sales
e. questions/clarifications/reminders – team can ask questions to clarify doubts, if any, and
share inspirational/motivational quote to the crew
2. Cabin crew designations
a. L1 – flight purser
b. R1 – fwd galley person (right forward door)
c. L2 – aft galley person (responsible for kitchen and food service) – has a list of food we serve
d. R2 – sales/duty free (responsible for duty free sales)
 Purser will assign the duty positions
 Row of the emergency window exits is called exit row
 3. Flight deck crew briefing provides information on the following topics:
a. Weather/flying condition throughout the flight (turbulence)
b. Temperature at destination
c. Actual flight time
d. Security threats (terrorism) and public health issues (COVID-19)
 Done at the office/airport, aircraft, and pre-departure area; if at the hotel during layover, it
is done at the hotel lobby, just make sure nobody is listening because you are talking about
flight information which is private
4. Cabin crew boarding – the cabin crew is usually required to report to the airport at least 1 hour
before ETD for domestic flights and 1.5 hours before ETD for international flights
5. Cabin crew pre-flight checks – safety equipment pre-flight check, security check, galley
supplies/equipment check (service); any safety related issues or discrepancies must be reported
to the captain or the purser
B. Passenger boarding – face-to-face interaction with passengers
1. Pre-board special needs passengers
2. Welcome passengers – greet and smile, check boarding pass, direct to seats, assist with bags,
etc.

3. Observe passengers’ behavior, anticipate needs, and offer help

4. Note passengers with suspicious behavior (profiling)
 5. Purser makes the welcome announcement
6. Verify exit row passengers (adhere to criteria: at least 15 y.o., willing to assist in the event of an
emergency, able to assist in the event of an emergency, sufficiently mobile, able to open
emergency exits, understand all instructions given in printed or graphic form, understand oral
commands given by the crew member, not travelling with someone who requires assistance in
the event of an emergency)

C. Pre-departure Preparations
1. The purser/SCC inspects the cabin for the following:
a. Bags – confirm that all luggage are properly stowed in overhead bins or under the seat
b. Bins – check that all compartments, closets and overhead bins are securely closed
c. Bodies – check, confirm and verify exit row passengers, confirm that all passengers are
seated, and ensure all lavatories are unoccupied and close
2. Door closure procedure: arming of doors (by arming it, it will engage the slide to the floor; if we
encounter an emergency in an armed position, the slide will be inflated; it should be armed
when closing the door during take-off, if disarmed, it won’t open) > cross checking of doors > all
call
3. Passenger safety briefing – we do it because passengers are not familiar with the aircraft, we
need to educate passengers on emergency procedures, it is done with announcement & visual
demo (manual demo) and/or video/audio (on screen), and it is done after door closing

 Safety briefing announcement – it is important to deliver safety briefing announcements

with clarify, confidence, and right pronunciation. Always check your pace (not too fast, not
too slow), tone (friendly and not monotonous), and pitch (not too high or too low). It should
cover the following:
a. Use and operation of seatbelt
b. Location and operation of life vests and other survival equipment
c. Use and operation of drop out oxygen masks
d. Location and number of emergency exits
e. Proper stowage of luggage (do not bring during evacuation)
f. Location and purpose of floor proximity lights
g. Location and purpose of the passenger safety card
h. Use of electronic devices (take-off, during the flight, on landing)
 4. Passenger safety compliance check/final cabin check – once the safety demo is done, a
sequence of tasks occurs before the flight takes-off. The cabin crew will walk through the cabin
and do Passenger Safety Compliance Check which are: BOOSTS (baggage secured under the
seat, open the window shades, overhead bins closed and secured, seatbelt fastened, tray tables
folded, and seatbacks in upright position)
5. Galley check – service equipment/carts are returned to original position and latched, and turn
off all galley switches
6. Cabin check – doors, exits and aisles are clear of obstructions
7. Cabin ready for take-off report – the purser will do a final walk through the cabin (360) report to
the capt. “Cabin ready for take-off”, then dim the cabin lights

D. After take-off
1. Cabin crew take-off station – the crew will take their respective jump seat for take-off and the
pilot on duty performs take-off
2. Cabin crew in-flight duties (after the fasten seatbelt sign is switched off)
a. Start food & beverage service
b. Offer 100% customer service (distribute/circulate newspaper, engage passengers in a
friendly conversation, offer to close window shade, recline seats, adjust air vents, or turn
reading lights off or on, and pass around water/juice regularly for long-haul flights)
c. Sell duty free sales / souvenir items
d. Be vigilant of passengers’ adherence to safety regulations throughout the flight such as the
use of prohibited electronic devices, smoking in lavatory, and fasten seatbelt sign (especially
when seatbelt sign is “ON”)
e. Regular checks on the cleanliness of cabin, galleys, and lavatories
f. Check on passengers not feeling well or in distress
g. Attend to flight deck needs

E. Preparation for landing – just like BOOSTS

1. Collection of trash can and service items
2. Compartments, overhead bins, and closets closed
3. Galley and service equipments/carts secured
4. Emergency doors/aisles are clear of obstruction
5. Seatbelts, tray table, seatbacks (because it will cause more damage if reclined during landing),
luggage, and window shades
6. 2 chimes/final approach
7. Occupy our jump seat for landing
8. Landing

F. Landing & Deplaning – after landing

1. Aircraft comes to a full stop at the terminal
2. Fasten seatbelt sign off (no standing at taxi)
 3. Door disarming procedure
4. Cross check and all call
5. Opening of door
6. Deplaning of passengers (first & business class passengers > regular passengers > special needs
passengers because they may need more time to deplane)
7. Cabin check
8. Debriefing (optional)
9. Thank crew members and leave aircraft

 Lastly, watch your step!!!

 We use the local time of arrival destination in the ETA of the passenger. New York is the standard for
GMT (greenwich mean time)