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Ground Handling Services Training Modules MALAYSIA AIRPORTS CONSULTANCY SERVICES SDN. BHD. (375245-X) Malaysia Airports Corporate Office, Persiaran Korporat KLIA, 64000 KLIA, Sepang, Selangor, Malaysia. D/L : +603 8777 7401/7408 G/L : +603-8777 7000 Fax : +603-8777 7550 E-mail : [email protected] Website : www.malaysiaairports.com.my

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Ground Handling

ServicesTraining

Modules

MALAYSIA AIRPORTS CONSULTANCY SERVICES SDN. BHD.(375245-X)

Malaysia Airports Corporate Offi ce, Persiaran Korporat KLIA, 64000 KLIA, Sepang, Selangor, Malaysia.

D/L : +603 8777 7401/7408 • G/L : +603-8777 7000 • Fax : +603-8777 7550E-mail : [email protected] • Website : www.malaysiaairports.com.my

Ground Handling Services Training ModulesMALAYSIA AIRPORTS CONSULTANCY SERVICES SDN. BHD. (MACS)

With the increasing need for maximum asset utilization, minimizing aircraft turnaround time has become a top priority for airlines. In addition, with the increasing threat of terrorism and the already stringent requirements of ICAO standards, groundside operational safety and security measures are more important than ever before.

As such eff ective and well – trained ground handling service personnel are a critical component of airport operations in meeting the needs of today’s demanding aviation industry. The in-depth range of ground handling operational training modules provided by Malaysia Airports Consultancy Services (MACS) equips participants with the skills and knowledge necessary in providing smooth and effi cient ground handling services to allow passengers and airlines to transit seamlessly from the airport to their next destination.

NO. COURSE OBJECTIVE COURSE OUTLINE DURATION NO. COURSE OBJECTIVE COURSE OUTLINE DURATION

Airline Geography• Identify physical, cultural and destination

geography• Identify IATA geographical areas, sub-areas and

Global Routing Indicatiors• Calculate travel time using world time zones• Defi ne and compare the three types of fl ight

services : non-stop, direct and connectionAviation Security• Threats to Aviation, regulating avaiation security• Security Responsibilities• Screening point and boarding gate security

procedures• Passenger risk assessment• Prohibited items• Handling of a bomb threat

• Introduction to Check in Procedures• Key Check-in qualities • Check in process procedures• Check-in and Cabin Baggage handling • Baggage Acceptance Rules and Excess Baggage

Charges• Security Items

Travel Document Checks• Fradulent Tickets• Fradulent Travel documentsPassenger Ticket Acceptance

Special Passenger Services• Speical passengers that require assistance, e.g.

Wheelchair, MEDA, fi rst time travelers, Elderly, VIP, Frequent Flier, etc

Code Share Flight Handling• Introduction to codeshare• Services on codeshare fl ights

Airline Geography and Aviation Security

Check - In Procedures

TravelDocument Checks,Passenger Ticket Acceptance and Forms of Payment

2 working days

2 working days

2 working days

Airline Geography -Familiarize participants with :i) Basic place name geography skils,

emphasizing major destinations and airport cities

ii) Identitfi cation and location of major cities and airport codes

iii) Hub and Spoke Systemiv) Types of air itineraries

Aviation Security -Provide awareness in aviation security and understand its regulations, concepts and recommneded practices

• To provide participants with knowledge of passenger check-in procedures

Travel Document Checks -Ability to interpret all IATA travel document types (e.g. e- tickets to ATBs, from OPAT/TAT to manual tickets.)Passenger Ticket Acceptance -To provide guidelines for Aiport Check-In counter personel for passenger ticket verifi cationForm of payments -to familiarize participants with the modes of payment acceptable to the airlines

1

2

Special Passenger Services and Code Share Flight Handling

2 working days

Special Passenger Services - familiarization with the special services for passengers in need of special assistance pre and post check in.Code- share Flight Handling - Familiarization with procedures required to handle passengers travelling on Code Share Flights

4

3

Customer Disruption and Service Recovery

Baggage Services and Baggage Claim

Aircraft Loading Concepts and Aircraft Loading

Manual Loadsheet Handling

Station Emergency Response Handling

General Conditions of Passenger and Baggage Carriage

2 working days

1 working day

1 working day

1 working day

1 working day

1 working day

Aircraft Loading Concepts -Gain Knowledge in aircraft cargo loading conceptsAircraft Loading -Provide guidelines for loadiing of cargo items on to aircraft

To gain knowledge of aircraft load control document involved in passenger and cargo loading.

Provide participants with knowledge in emergency standard operating procedures.

Familiarization with Airline General Conditions of Carriage.

5

6

7

8

9

10

Introduction to Flight IrregulatiesHandling of Flight DelaysHandling of Boarding Denials

Baggage Services i) Handling Passengers lost baggage ii) Creating a baggage reportBaggage Claims i) Handling missing/damages/pilferages

claims ii) Basis for Baggage Claim

Aircraft Loading Concepts• Loading basis• Unit Loading device• Special Stowage• Dangerous Goods for AirportsAircraft Loading• Loading Limitations• Restraining the Load

Loadsheet TheoryLoad Control standardsPrinciples of WeightPrinciples of Balance

Introduction to emergencies at airportsPrincipals of handling emergencies at airports

Introduction to airlines GCCUnderstanding the GCC and its applications

Target Audience : Ramp, Cargo and Baggage Handler, Warehouse and Operations PersonnelCapacity : Minimum 10 pax Maximum 25 pax

Baggage Services -Familiarization with complaint handling regarding any matter related to BaggageBaggage Claims -Familiarization with documentation and procedures required for passengers to claim lost or damaged baggage.

Familiarization with procedures tohandle disruption for e.g.:i) Passengers with invalid travel

documentsii) Passeners with “Not to Land” status

from destination authoritiesiii) Flight Delays, cancellations