THM 4183 Airline Fares, Reservations and Ticketing

Airport Procedures

Mrs. KTNP Abeywickrama

Senior Lecturer
Department of Tourism and Hospitality Management
Faculty of Management Studies
Rajarata University of Sri Lanka
 Introduction
• Airport
• a complex of runways and buildings for the
take-off, landing, and maintenance of civil
aircraft, with facilities for passengers.
• a place where aircraft regularly take off
and land, with buildings for passengers
to wait in.
• The area is within the responsibility of
the airport authority.
 World’s Busiest Airports
• https://en.wikipedia.org/wiki/List_of_busiest_
airports_by_passenger_traffic
 Airport Terminal
• An airport terminal is a building at an airport.
It is where passengers are able to get on and
off aircraft. Inside the terminal, passengers
can buy tickets, leave or pick up their luggage,
and be checked by security staff. The buildings
that provide access to the airplanes through
gates are usually called concourses.
• Departing passengers arrive at the airport and check in at
the departure terminal.
• Many of the larger airports have more than one terminal
building, so it is important to communicate information
about check-in terminal numbers to traveling customers,
especially if they have to change terminals during their
journey.
• Departure terminals are normally numbered at multi-
terminal airports.
• This information should be included in the passenger's copy
of the trip itinerary.
• In larger, multi-terminal airports (such as Heathrow), each
terminal usually has both a departure and an arrival area.
• Arrival areas are often located on the lower terminal level
while departure areas are on the upper level.
• However, the terms "terminal" and "concourse" are
sometimes used interchangeably, depending on the
configuration of the airport.
• Smaller airports have one terminal while larger
airports have several terminals and/or concourses.
• At small airports, the single terminal building
typically serves all of the functions of a terminal and
a concourse.
• Some larger airports have one terminal that is
connected to multiple concourses via walkways, sky-
bridges, or underground tunnels.
• Still other larger airports have multiple terminals
each of which incorporate the functions of a
concourse.
• Concourses: Large open area where pathways or roads meet,
Terminals at the Heathrow Airport
Five Terminals at the Heathrow Airport
OAG page 26 and 27
Refer OAG page 26 and 27 and do the activities
Airport Apron
The airport apron is the
area of an airport where
aircraft are parked,
unloaded or loaded,
refueled, or boarded.
Although the use of
the apron is covered by
regulations, such as
lighting on vehicles, it is
typically more accessible
to users than the runway
or taxiway.
 Departure Formalities
• When a passenger arrives at the airport for
their flight, there are four main formalities to
complete for departure.

• Figure: Departure formalities

 Departure Formalities
• Documents Required for an air travel
– A valid passport
– Air Ticket
– Foreign currency used at the destination country
Ex: US dollars
– A Travel Medical Insurance
 Departure
Formalities

• The Departure
Airport Entrance
– Security will
check the
passport and Air
ticket and let
you in
–Proceed to the security check
• the luggage is scanned
• Body check
Passage leading to departure lounge/
waiting hall
 Departure Lounge/ Waiting Hall
• Last points of visitors
• may self check in using kiosk machines
• You may weight your luggage
• Area to wait till check in counter of the
respective flight starts
Departure Lounge/ waiting hall
Many airports provide kiosks at the airport where
check-in can be performed.

Kiosks for
self check in
 Check-in
• Having arrived at the correct terminal, all
passengers proceed through check-in formalities.
• If passengers prefer, check-in can usually also be
done with the airline's check-in staff at the
checking counter.
• Check the Information Display Screens to find
your Check-In counter.
• Proceed to the Check-In counter & present your
Airline Ticket & Travel Document for inspection.
• Documents and luggage are verified and luggage
is also checked-in where necessary
• a “boarding pass” and “Baggage Tags” are given
to the passenger to board the flight.
Note:
• Around 90% of passengers around the world will be
offered the opportunity to check-in on-line or using an
airline's mobile application.
• The Internet allows passengers to print their own
boarding pass from their home or office, simply by
accessing an airline website and entering their e-ticket
reservation code.
• Many airlines have moved to issuing electronic
boarding passes, whereby the passenger checks in
either online or on a mobile device.
• The boarding pass is then sent to the mobile device as
a SMS (Short Messaging Service) or e-mail.
• The customer can request a mobile boarding pass by
accessing his or her reservation on the airline website.
• If you use online check-in, there is no need to go to the
check-in counter.
Check-in
counters
 Checking in baggage
• Checked baggage is baggage that will be
loaded into the cargo hold of the aircraft.
• An increasing trend at airports is the rise of
fully automated bag drops.
• Here the passenger will be given the
opportunity to check-in and hand over their
luggage to the airline, without the need of an
airline representative assisting.
 Baggage Registration
• At the time of check-in, the passenger hands over
baggage which is checked by the airport security and
sealed.
• Anything that is above the weight limit or which is not
allowed to be carried by the passenger himself to the
aircraft cabin is usually handed over to the agent at
the time of check-in.
• The baggage allowance, if any, is prescribed by the
airline and anything in excess will warrant additional
surcharges.
• These baggage restrictions are based on the class the
passenger is traveling. E.g. Economy Class, First Class,
Executive Class.
 Receive the Boarding Pass and
Baggage Tags
• A boarding pass or boarding card is a
document provided by an airline during check-
in, giving a passenger permission to enter the
restricted area of an airport (also known as
the airside portion of the airport) and to
board the airplane for a particular flight.
Boarding Pass
Note: A boarding pass can be received via mobile
telephone Short Messaging Service (SMS) when
check in online
 Baggage
Checked Luggage
Hand Luggage
Baggage tag
Luggage belts at check in counters
Self service baggage drop
Note:
• Each airline has the final responsibility to the
immigration authorities for ensuring that all passengers
are holding valid passports and visas to enter another
country.
• Heavy fines are imposed on airlines for passengers who
arrive at their destination without the correct entry
permits. This, however,
• should rarely occur if check-in procedures are performed
correctly.
• Passengers may fly via different countries to reach their
final destination and the passport and visa requirements
can be complex.
• Systems such as Timatic are used to keep track of the
latest visa requirements so travel agents and airlines
alike can inform the passenger before they fly if they
need to organize a visa.
 Proceed to Emigration Counters
• make sure the departure form is complete and
signed before you start to queue up at the
immigration desk
• You must present your travel documents.
• will retain the departure card. The other part of
the departure card then be stapled to the inside
of passport
• Travel restricted passenger?
• place a stamp in your Passport
 Pass the security check towards
boarding gates
• Here a body scan and hand luggage scan are
carried out
• items prohibited onboard
are removed from hand
luggage
Lounges
 Boarding gates

• A gate, or gatehouse, is an
area of an airport that
provides a waiting area for
passengers before boarding
their flight.
• While the exact
specifications vary
from airport to airport and
country to country,
most gates consist of
seating, a counter, an aircraft
entry or exit doorway, and
(optionally) a jet bridge.
• Boarding and Disembarking
Information is provided beforehand via announcements for smoother boarding
and disembarkation.

About Boarding
Boarding will proceed after the elderly, passengers traveling with small children,
expectant mothers, those who require help, and passengers flying first class
and business class have boarded.

About Disembarking
Disembark after passengers flying first class and business class.
 A jet bridge
• Also termed jetway, jetwalk, airgate, gangway,
aerobridge/airbridge, skybridge, airtube, or its official
industry name passenger boarding bridge (PBB) is an
enclosed, movable connector which most commonly
extends from an airport terminal gate to an airplane, and
in some instances from a port to a boat or ship, allowing
passengers to board and disembark without going
outside and being exposed to harsh weather.
• Depending on building design, sill heights, fueling
positions, and operational requirements, a jet bridge
may be fixed or movable, swinging radially, and/or
extending in length.
Jet Bridge
 Transit Areas
• Often, passengers arriving at an airport have not
yet reached their final destination and must
transfer to a connecting flight.
• These passengers wait for the next flight in the
transit area or concourse.
• Passengers in transit do not generally go through
customs and immigration formalities.
• Baggage is usually transferred from the arrival
flight to the next departing flight by the airport
baggage handlers.
 Minimum Connecting Time
• A minimum connection time (MCT) is the minimum
time needed for passengers and baggage to transfer
between two flights. Four types of connection exist:
1. The international connection: between two
international flights
2. The domestic connection: between two flights
within the same country
3. The international to domestic: between an
arriving international flight and a departing
domestic flight
4. The domestic to international connection:
OAG Minimum Connecting Times Page 28, 29, 30
 Minimum Connecting Time cont…

• It is extremely important that agents take the

MCT into consideration when booking flights.
And remember that this is a minimum time. If
possible, extra time should be allowed. MCTs can
be checked using the GDS.

• Consider extra connecting time. Many flight

routes experience delays. Connecting flights may
be between different airports within the same
city. Passengers may need to travel to another
terminal.
 Activity
Answer following questions referring Minimum Connecting Times of
Monterrey, Mexico.
What is the minimum connecting time,
# between two domestic AM flights?

# between a domestic AM flight and a domestic DL flight?

# between AM 1556 domestic flight and a DL international flight?

# between AM 3002 International flight and a DL domestic flight?

# between AM 3002 and AM 1007 International flights?

# between a JR International flight and a DL International flight?

Arrival Formalities

Source: IATA training notes

 Immigration formalities
• You must present your travel documents to proceed with
immigration.
Necessary documents may differ by the country. Better to check in
advance.
• With effect from 1st January 2012, all Holiday or Business travelers
to Sri Lanka must have an Electronic Travel Authorization (ETA) for
entering into Sri Lanka. Can visit http://www.eta.gov.lk for more
information.
• On arrival, visitors are required to satisfy the Immigration
Authorities by proving that they have sufficient funds to cover their
stay in Sri Lanka and the assurance of their departure within the
allocated period for their stay.
• Visitors should possess tickets and other documents for their
onward / return journey.
 Baggage Claim
• Pick up your baggage after passengers flying in
First Class/Business Class/Premium Economy.
Duty free purchases
 Customs
• At the Customs, the law generally requires that
every passenger entering Sri Lanka shall
– Produce their passports.
– Declare his baggage in the prescribed form (Customs
205).
– Produce his baggage for examination by an Officer of
Customs.
• The passengers to make his exit, they can select
either through Green Channel or Red Channel.
This is to be done depending on the goods they
possess.
Passenger Baggage Declaration to
customs
• Arriving passengers those who have
goods in their possession to declare to
the Customs, should fill a Passenger
Baggage Declaration - Inward Form
(Customs 205) and submit it to the
Customs.
• What should I declare to Customs ?
Foreign currencies, Gold jewelleries, Goods
under FRIC or CARNET, GEMS should be
declared to the Customs Arrival No 1 Officer
What are the type of baggage
exceptions?

Refer Schedule B of Customs Ordinance for this

 Customs
• Do I have to pay duty?
Goods of which value exceeds the allowance of
passenger are taxed at the normal rates appearing
in the schedule of import duties and TT and Excise
Duties are levied at appropriate rates.
• False or non declaration is an offence and
may involve heavy penalties including
forfeiture in terms of the Customs Ordinance
(Chapter 235).
 Green Channel
• All incoming passengers, those who have nothing to
declare to Customs may go through the Green
Channel, the starting point of which is marked by a
green colour illuminated sign board.
• Passengers who choose the Green Channel are not
normally required to tender a written declaration.
Walking into the Green Channel by a passenger is
deemed to be equivalent to making a formal
declaration as to that he has nothing to declare to the
Customs.
• Any Green Channel walking passengers may be
subjected to Customs examination. In case of detection
of any duty payable items, contraband, restricted or
prohibited items, necessary punitive actions would be
taken in terms of the provisions of Customs Ordinance
(Chapter 235).
 Red Channel
• Passengers those who have goods in
their possession to declare to the
Customs, should proceed to the Red
Channel, the entrance of which is
marked by a sign board with illuminated
red lettering and tender a perfected
Passengers Baggage Declaration -
Inward (Form Customs 205) to the
Customs Officer on duty.
• The passenger and his / her goods are
strictly subjected to customs
examination.
The airport and the passenger
experience summary

Source: IATA training notes

 Further Readings
• Sri Lankan visa information:
http://www.immigration.gov.lk/web/index.php?option=com_content&view=article&id=151&Itemi
d=196&lang=en
http://www.eta.gov.lk/slvisa/

• Sri Lankan passport information:

http://www.immigration.gov.lk/web/index.php?option=com_content&view=article&id=137&Itemi
d=190&lang=en

• Sri Lanka customs

http://www.customs.gov.lk/
http://www.customs.gov.lk/traveller/home
http://www.customs.gov.lk/bandaranaike_international_air_port/processing_of_passengers_and_baggage

• Civil Aviation Authority

http://www.caa.lk/
Thank you