Maricopa Community Colleges  AIR116   20004-20035 
Official Course Description: MCCCD Approval: 04/25/00
AIR116 20004-20035 LEC 3 Credit(s) 3 Period(s)
Airline Gate Procedures
Automated check-in options and procedures. Opening a flight, assigning and changing seats, processing standbys, and closing a flight emphasized. Processing oversold flights and irregular operations also covered. Prerequisites: AIR103.
Go to Competencies    Go to Outline
 
MCCCD Official Course Competencies:
 
AIR116   20004-20035 Airline Gate Procedures
1. State the importance of product knowledge from the standpoint of customer service (I)
2. Demonstrate professional voice image. (II)
3. Describe basic automatic check-in features. (III)
4. Write and perform entries to open a flight. (III)
5. List the codes for special seating situations. (III)
6. Perform check-in entries for both revenue and non-revenue passengers. (III)
7. Produce seat assignments for complex situations. (III)
8. Using the computer and the ‘list’ function, produce various displays. (III)
9. Demonstrate the procedure to process standby passengers. (III)
10. Write and perform entries to close the flight. (III)
11. Describe procedures for accepting various types of passengers for airplane transport. (IV)
12. Explain the process for processing an oversold flight. (V)
13. Demonstrate the procedures to process an oversold flight. (V)
14. Explain the importance of customer service. (VI)
15. Identify the elements of customer service. (VI)
16. Identify the types of irregular operations. (VII)
17. Identify alternatives available for passengers because of irregular operations. (VII)
Go to Description    Go to top of Competencies
 
MCCCD Official Course Outline:
 
AIR116   20004-20035 Airline Gate Procedures
    I. Product Knowledge
        A. Importance
        B. Route Structure
        C. Airline Industry Codes
      II. Professional Voice Image
          A. Greeting the Customer
          B. Using Customer’s Name
          C. Handling Pauses
          D. Avoiding Jargon
          E. Appropriate Verbiage
          F. Closing
        III. Automated Check-In
            A. Automated Check-In Features
              1. Keyboard Lay-Out
              2. Control CRT
              3. Delimiters
              4. Error Responses
            B. Entries of Open Flight
            C. Non-Revenue Passenger Check-In
              1. Space Available
              2. Positive Space
            D. Go-Show Entries
              1. Revenue Passengers
              2. Non-Revenue Passengers
            E. Specialized Entries
              1. Force Shell Entries
              2. Hold Seats Entry
              3. Change/Cancel Trough Seating
              4. Passenger Count Display
              5. Boarding Summary Display
            F. Post-Departure Protection Entries
              1. New-To-Old Entry
              2. Protection Entry
            G. Frequent Flyer Entries
              1. Basic Input Entry
              2. Add Number Entry
              3. Deletion Entry
            H. Advanced Seat Assignment
            I. Control Entries
          IV. Passenger Acceptance Procedures
              A. Unaccompanied Minors
              B. Armed Individuals
              C. Guards With Prisoner(s)
              D. Physically Challenged Individuals
              E. Jump Seat Riders
              F. Non-Revenue Passengers
            V. Oversold Flights
                A. Terms
                B. Compensation
                C. Involuntary Passenger
              VI. Customer Service
                  A. Importance
                  B. Market Position
                  C. Low Cost
                  D. High Performance Culture
                VII. Irregular Operations
                    A. Terms
                    B. Types
                    C. FAA Requirements
                    D. Physically Challenged Passengers
                    E. Vouchers
                    F. Alternative Transportation
                Go to Description    Go to top of Competencies    Go to top of Outline