1. This course is prepared under the Erasmus+ KA-210-YOU Project titled
«Skilling Youth for the Next Generation Air Transport Management»
Terminal Service Systems
Management
Terminal service systems components
Kristjan Roosipõld
2. Terminal service systems components 2
Terminal Service Systems Management
Course Subject 1 Introduction to the course, Capacity definitions, Airport definitions
Course Subject 2 Terminal service systems components
Course Subject 3 Passenger processing
Course Subject 4 Baggage handling
Course Subject 5 Passenger flow management at different service stages
Course Subject 6 Emergency response planning
Course Subject 7 Developing terminal service strategies, terminal capacity planning
Total Workload 110 h
Course Evaluation No exam, only Certiticate of Completion will be provided.
Participant University in
Charge
Estonian Aviation Academy
Course Coordinator(s) Kristjan Roosipõld, Allan Nõmmik
3. • In terms of organization of movements, the passenger terminal
building is the place where passengers and their luggage
transfer between the surface transport mode and the air
transport mode or between different air connections.
• Mentioned movements of passengers in the terminal are due to
the need for defined service procedures
Terminal service systems components 3
Airport terminal
4. ● The process whereby passengers are accepted by an airline at
the airport prior to travel
○ Checking of tickets (OK or not)
○ Acceptance of conditions
○ Checking of travel documents
○ Additional services
● Issuance of a boarding pass
● Accepting luggage
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Check-in
5. Two ways for check-in:
• Counter check-in
• Self check-in
○ CUSS (Common-Use Self-Service) Kiosks
○ Online (mobile) check-in
○ Bag Drop
Terminal service systems components 5
Check-in
7. ● Classical way
● Counter
● Agent
● Computer
● Boarding pass printer
● CUTE
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Counter check-in
8. ● Introduced in 2003
● Faster check-in
● Less queues
● Savings on personnel costs
● Suitable for multiple airlines
● In reality - no sharing
● Old technology
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CUSS (Common User Self-Service) kiosks
9. No devices nor personnel required
Terminal service systems components 9
Online (mobile) check-in
10. • Cost saving
• Time saving (?)
Terminal service systems components 10
Bag Drop
11. • Walk Through Metal Detector (WTMD)
• X-Ray
• Explosive Detection System (EDS)
• Handheld Metal Detector (HMD)
• Body scanner
Terminal service systems components 11
Passenger security
14. ● Gate desk boarding (classical)
○ Computer
○ Monitor
○ BP printer
○ BP reader
● Automated gate boarding
○ Self service equipment with BP reader
Terminal service systems components 14
Boarding
16. • Describe with examples how you see the main challenges in
the passenger service process at the airport terminal nowdays.
Terminal service systems components 16
Task 2-1
17. ● Unaccompanied Minor (UM)
● Inadmissible Passengers and Deportees (INAD)
● Very Important Person(s) (VIP)
● Passengers with Reduced Mobility (PRM)
Terminal service systems components 17
Special category passengers
18. ● Under 12-year old passengers (up to 15-year old
upon the request of parents) who are totally
under airline’s custody
● Many airlines allow only females or other UMs to
sit next to each other
● They are handed over a specific envelope with UM
markings which contains their travel documents
and relevant information
Terminal service systems components 18
Unaccompanied Minor (UM)
20. ● Passengers that are not allowed to enter the country or who
are deported from the country for some reason
● The responsibility of INADs rely on the airline
● Accommodation, catering and and ground transportation
costs are to be borne by the INAD (if possible)
● INAD may be accompanied or not (DEPA/DEPU)
● Airline has the right to know the reason for deportation and
they can demand an accompanist for the deportee and they
can decline the carriage
● Commander has the last say
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Inadmissible Passengers and Deportees
(INAD)
21. ● They use a special lounge where departure and
arrival procedures are carried out
● The lounge is usually operated by the airport or
some ground handling company
● There might be some additional security
measures in place
● Some airports also have FBOs which are handling
private jet operators and their passengers
Terminal service systems components 21
Very Important Person(s) (VIP)
22. Regulated by Regulation (EC) No 1107/2006 of the European Parliament and
of the Council of 5 July 2006 concerning the rights of disabled persons and
persons with reduced mobility when travelling by air:
● Passenger is obliged to notify the carrier about the special needs
● Carrier is obliged to notify the airport and the ground handling service
provider about the PRMs
● Employees should be trained to handle PRMs
● Carriers are obliged to assist and support PRMs
● The additional costs that may arise from the handling of PRMs might be
forwarded to the carrier
● Carriers must provide certain services (for example guide dog, selection
of seat, seat for accompany) without any surcharge
Terminal service systems components 22
Passengers with Reduced Mobility (PRM)
23. List the special category passengers.
Explain how their service could be organized at the some airport
(your choice) incl personell, equipment and procedures?
Terminal service systems components 23
Task 2-2
