Module 2

Module 2
Passenger
Terminal
Operations
Module Contents
2.1 Airlines Terminal Management
2.2 Airline Operational Management
2.3 Airport Procedures for International &
Domestic Flyers
2.4 Ground Announcements
2.5 Handling of Delayed Flight-Disruptive
Flights
Airlines Terminal Management
Airline terminal is that building in the airport where all the passengers
buy their tickets, handover their luggage and go through the
security check.
There are several types of terminal designed as per the

requirement, location, aircraft type, traffic and engineer’s concept.
Small Airport
Birsa Munda
International
Airport, Ranchi
Single
Terminal
Kempegowda
International
Airport,
Bangalore
Single Terminal – Two tier
Netaji Subhas Chandra Bose International Airport, Kolkata
While small airports have just one terminal, the bigger airports come
with several terminals.
Trivandrum International Airport
Domestic/
International
Terminal
Domestic
Terminal
DIFFERENT TERMINALS
FOR DOMESTIC AND
INTERNATIONAL
FLIGHTS
LAYOUT OF CHENNAI AIRPORT

Objectives of Airline Terminal Managers
To provide the airport operators

with the best service which
would allow them to resolve any
kind of issue which might crop up
Cost effective mode of
Airline Terminal Managers managing available
resources
Profitability
Services provided by Airport Available Resources
Management team
Housekeeping & Maintenance of public Human Resources

areas Financial Resource
Airport Décor and Design maintenance Land Resources
Customs/Immigration/Emigration Government Support (Eg. PPPs)
Baggage Handling Intellectual Resource
Common Use Services - Self Check-in Training & Development resources
Kiosks, Food Vending Machines, Baggage Logistics Support
Weighing Machines, etc Infrastructure
Employee Services – Cafeteria, Restrooms,
Locker facilities, pick-up & drop, etc.
Profitability
Advertisements and Billboards
Retail Outlets – Food & Beverage Outlets, Gift Shops, Bouquet Kiosks,
Electronics stores, Artifact outlets, Phone recharge outlets, etc
FOREX Services
Airline Services– Career & Cargo, Airport Parking charges
Specialized services (Airport Reps for VIPs)
Paid Passenger Lounges
Airport Tax
Airline Service Charges
Conference Facilities
Accommodation Facilities
Airport Operations Management
Landside Operations Airside Operations
The main airport

operations can be
divided into four
segments
Billing and Invoicing Information Management

Landside Operations
Terminal Management Passenger Facilitation
Maintenance Border Control Baggage

Resource Handling
Management and
Monitoring
Staff Common use
Management Service
Terminal Management
Resource Staff Maintenance &
Management Management Monitoring
This Includes maintenance Staff modules provide the This allows the staff to
and monitoring of necessary information see data on screen or in
management systems for about ongoing processes in print to understand the
assets, buildings, electrical the airport, such as data on effect of the ongoing
grids, environmental flights and other important processes on business
systems, and vertical events to keep responsible decisions and overall
transportation organization. staff members updated. functioning of the airport.
Passenger Facilitation
Common Use
Border control Baggage handling Services
In airports, security The Baggages are tracked Various digital self-
services usually unite and monitored from the services, like check-in
perimeter security, terminal time it is handed over to kiosks or automated
security, and border the airline staff at the self-service gates,
controls. origin airport and returned automated vending
back to the passenger at machines, etc ensure
the destination airport. smooth passenger
services and smooth
operations.
Airside Operations
Apron Aeronautical Fixed

Handling Telecommunication
Network (AFTN)
ATC Tower
AFTN Systems handle
The Air Traffic Control communication and exchange of
Apron or ground
Tower is a structure that data including navigation
handling deals with
delivers air and ground services.
aircraft servicing.
control of the aircraft.
Airside Operations
Apron Handling
Apron or ground handling deals with aircraft servicing.
This includes passenger boarding and guidance, cargo and mail

loading, and apron services. Apron services include aircraft
guiding, cleaning, drainage, deicing, catering, and fueling.
At this stage, information about the weight of

the baggage and cargo load, number of
passengers, boarding bridges parking, and the
ground services that must be supplied to the
aircraft.
Airside Operations
Aeronautical Fixed Telecommunication Network (AFTN)
Systems
Usually, airports exchange traffic environment messages, safety

messages, information about the weather, geographic material,
disruptions, etc. They serve as communication between airports
and aircraft.
AFTN systems hold the following information:

Aircraft registration
Number and type of approaches
Runway used
New estimates of arrival and
Actual time of landing and
departure
departure New flight information
Number of circuits
Airside Operations
ATC Tower
The Air Traffic Control Tower is a structure that delivers air and
ground control of the aircraft.
It ensures safety by guiding and navigating the vehicles and

aircraft.
The main focus of the tower is to make

sure that all aircraft have been assigned to
the right place, that passengers aren’t at
risk, and that the aircraft will have a
suitable passenger boarding bridge
allocated on the apron.
Billing & Invoicing
ATC Non Aeronautical

Tower Billing Revenue
Billing & Invoicing
Aeronautical Billing
Depending on the aircraft type and weight and ground services

provided, an airport can calculate the aeronautical fee and issue an
invoice with a bill. It is calculated using the following data:
Aircraft registration Arrival and Departure Time

Parking time at the airport Data of entry and exit into the
Airport point of departure airport
and/or landing
Based on this information, the airport calculates the charges and

sends the bills.
Billing & Invoicing
Non Aeronautical Revenue
Non-aeronautical revenue management systems are comprised of

accounting systems, business intelligence, payrolls, and revenue
from ground handling services in airports.
Airport Information System
Flight Public Address Automatic

Information (PA) Terminal
Display Information
Systems Aka Service
(FIDS) (ATIS)
Airport
Announcement
System
Airport Information System
Flight Information Display Systems
(FIDS) exhibit the status of boarding,
gates, aircraft, flight number, and other
flight details.
Automatic Terminal Information Service

(ATIS) broadcasts the weather reports, the
condition of the runway, or other local
information for pilots and crews.
Airport announcement systems or public

address (PA) systems inform passengers
and airport staff about any changes and
processes of importance, for instance, gates,
times of arrival, calls, and alerts.
Airport Procedures for International &
Domestic Flyers
Domestic Flyers
Immigration &
Check-In Security Check Customs at Departure
Domestic Travel
Waiting Area/ Lounge
Towards the city
Boarding the Flight
Transit travel
Exiting the Airport

Domestic Travel Takeoff
Immigration &
Customs at Arrival Touchdown In-flight
Domestic Flyers
Check-In
1 2 3
The actual check-in Baggage Check-in Get your Boarding Pass
You should provide Handing down your Last but not the least,
confirmation to the luggage to the ground grab your boarding pass
airline that you are handling staff. The baggage and get ready for the
intending to board will be tagged and sent for security check.
the flight. further inspection and then
onto the flight.
Domestic Flyers
Security Check
1 2 3
Keep your ID along with Place your carry-on baggage Go to the end of baggage
your boarding pass ready along with metallic objects and screening, claim your
for stamping. electronic items in the tray possessions and effects.
assigned for electronic screening
Note: After Security, domestic travellers can directly proceed to Waiting areas
Note: In case of having a metallic unit in your body (for medical purposes ex:
pacemaker, artificial joint) keep a doctor’s certificate in hand for the same.
Domestic Flyers
Immigration and Customs at Departure
1 2 3
Keep your ID, Passport, Ensure you are not carrying any Answer any questions
Visa and other related banned items by consulting with asked by the customs
travel documents ready the airline staff. Also ensure you agent
are not carrying hard cash
beyond the stipulated amount.
In some countries merely showing up

with customs banned substances can
result in prosecution. So thoroughly
read the related guidelines before
embarking on your journey.
Domestic Flyers
Waiting Area / Lounge
Waiting Areas are usually located

near the boarding gates assigned
to you.
Lounges are specialized seating areas with

additional facilities such as Spa. Usually preferred
by first class or business class passengers.
If interested, go through the shops & restaurants, art works,

sculptures, etc around the waiting areas.
Domestic Flyers
Boarding the Flight
Check Boarding pass for boarding gate

and Seat number
Head to the Boarding Gate. Keep Boarding

pass ready for security check.
Remember that boarding gate closes

around 30 min prior to departure. It
depends on airline to airline so better to
check in advance.
Domestic Flyers
Takeoff
The air hostess welcomes you as you

walk the red carpet towards your seat.
Place your bags in the overhead compartment.

Switch off your electronic devices. Switch off
your mobile device. Fasten your seatbelts and
get comfortable in your seat. Listen to the safety
instructions provided by the airline crew.
The engine revs up with a roar, the plane gradually

gathers speed, as you look out of the window, the
tarmac is a blur, you have now attained the speed
for liftoff and you are off!
Domestic Flyers
In-Flight
Once your seat belt signs go green,

you can remove them.
Get engaged to the on In-flight amenities

provided for your entertainment or relax
and enjoy the vistas below.
Domestic Flyers
Touchdown
The second most exciting part of air travel after

takeoff, prepare to feel a slight bump as your plane
lands on the runway. Once it taxies to its bay, allow
the flight staff to guide you towards the exit.
Domestic Travellers can move

towards the baggage receiving
area. International travellers
need to proceed towards the
Immigration & customs area.
Domestic Flyers
Immigration and Customs at Arrival
The immigration area will have different lines for host

country nationals and other country travellers.
Avoid using any You will be asked

Your documents like
electronics like mobile questions regarding
Passport, Visa etc will be
phones or cameras in the nature of your
reviewed by the officials.
the immigration area.
visit.
Domestic Flyers
Immigration and Customs at Arrival
After Immigration you will be moved to Customs. The duty

of customs is to control the flow of goods from abroad and
especially ensure the prevention of hazardous items
coming into their country.
Fill up the Customs Declaration Form provided to you in-

flight or at the airport.
It will have a list of banned and

restricted items. If you have any such
items declare them truthfully in the
form.
Few banned items by the Customs in

most of the countries are soil,
organic food, pickles, and fruits etc.
Domestic Flyers
Exiting the Airport / Transiting to another Destination
After Immigrations and Customs, you can

move towards the pre-assigned Baggage
receiving area. Pick up your luggage, exit
the airport.
In case you are travelling to another destination

then proceed directly towards the waiting
area/lounge. Your checked in baggage will be
moved to the next flight directly if you are using
the same airline in which you arrived. If not, then
proceed to baggage receiving area and collect your
baggage and check in again.
Ground Announcements
Ground Announcements are information

provided to the passengers over a
loudspeaker regarding flight
arrival/departure, boarding gates,
immigrations procedures, lost & found or
to call out a specific passenger.
Not all airports have this facility.

For Example, Kempegowda International Airport,
Bangalore
A good example of a ground announcement is given below. Note the

vocabulary and wordings used.
Hello. Passengers of flight 17 bound for Caracas, with stops in Atlanta and Miami.
The departure gate has been changed to 30B. Also, there will be a slight departure
delay due to inclement weather outside. The ground crew is in the process
of deicing the wings in preparation for departure. It also looks like the flight is
slightly overbooked, so we are offering complimentary round-trip tickets to a few
passengers willing to take a later flight. We should be boarding about a quarter to
the hour. Thank you for your patience.
Inclement, Crew, Deicing, Overbooked, Complimentary, Boarding

Vocabulary and Sample Sentences
Inclement (adjective): crew (noun): an organized
severe group of workers
- The game was canceled - The ship's crew were very

due to inclement weather. helpful during the cruise.
deice (verb): make or become free

of frost or ice, defrost
- You need to deice the windshield

this morning. It dropped below
freezing last night.
Vocabulary and Sample Sentences
complimentary (adjective): board (noun): to get on an

free, gratuitous aircraft, ship, train, bus, etc.
- This hotel provides - We should board the train at

a complimentary breakfast least ten minutes before
for all its guests. departure.
Handling of Delayed Flight/Disruptive
Flights
Why is my
Flight Late?
Flights
Operating a flight is challenging on so many different
levels, largely because of all the different people involved.
Factors directly under the Factors outside the

control of the carrier control of the carrier
Turnaround time Weather

Passenger punctuality Air traffic control
Technical and crew Airport Security
performance Airport conditions
Flights
Why flights get delayed???
Air Traffic Control Waiting for Crew

Adverse Weather Conditions Crew rest Requirements
Bird Strikes Catering
Knock-on-effect Security Clearance
Strikes Aircraft Preparations
Connecting Passengers Mechanical issues
Connecting Baggage Weight restrictions
Cargo
Flights
Why flights get delayed???
Some Less frequent reasons
Problems with Coffee Machine

Waiting for Turtles to clear the runway
Passengers going nuts
There is a French person onboard
There is a criminal on board
End of Module

Module 2 - Passenger Terminal Operations

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There are several types of terminal designed as per the

LAYOUT OF CHENNAI AIRPORT

To provide the airport operators

Housekeeping & Maintenance of public Human Resources

Landside Operations Airside Operations

The main airport

Billing and Invoicing Information Management

Terminal Management Passenger Facilitation

Maintenance Border Control Baggage

Apron Aeronautical Fixed

Apron or ground handling deals with aircraft servicing.

This includes passenger boarding and guidance, cargo and mail

At this stage, information about the weight of

Usually, airports exchange traffic environment messages, safety

AFTN systems hold the following information:

It ensures safety by guiding and navigating the vehicles and

The main focus of the tower is to make

ATC Non Aeronautical

Depending on the aircraft type and weight and ground services

Aircraft registration Arrival and Departure Time

Based on this information, the airport calculates the charges and

Non Aeronautical Revenue

Non-aeronautical revenue management systems are comprised of

Flight Public Address Automatic

Automatic Terminal Information Service

Airport announcement systems or public

Exiting the Airport

In some countries merely showing up

Waiting Areas are usually located

Lounges are specialized seating areas with

If interested, go through the shops & restaurants, art works,

Check Boarding pass for boarding gate

Head to the Boarding Gate. Keep Boarding

Remember that boarding gate closes

The air hostess welcomes you as you

Place your bags in the overhead compartment.

The engine revs up with a roar, the plane gradually

Once your seat belt signs go green,

Get engaged to the on In-flight amenities

The second most exciting part of air travel after

Domestic Travellers can move

The immigration area will have different lines for host

Avoid using any You will be asked

After Immigration you will be moved to Customs. The duty

Fill up the Customs Declaration Form provided to you in-

It will have a list of banned and

Few banned items by the Customs in

After Immigrations and Customs, you can

In case you are travelling to another destination

Ground Announcements are information

Not all airports have this facility.

A good example of a ground announcement is given below. Note the

Inclement, Crew, Deicing, Overbooked, Complimentary, Boarding

- The game was canceled - The ship's crew were very

deice (verb): make or become free

- You need to deice the windshield

complimentary (adjective): board (noun): to get on an

- This hotel provides - We should board the train at