Basics to airport customer services + and introduction to start ACS

2. Bharat Ankur Dogra, PhD
Assistant Professor
10+ years Experience in Academics and Research
9+ Research Publications
3 Patents applied & filed
Centre for Continuing Education, UPES, Dehradun.
Area of Interest – Aviation Management
B.Tech(MEC), M.E.(Design), PhD(Aerospace Engg.)
2

3. BBA course in airport customer services might cover topics such as:
• Overview of the aviation industry
• Airport operations and management
• Customer service management
• Passenger handling procedures
• Baggage handling and tracking
• Airline ticketing and reservation systems
• Safety and security measures at the airport
• Communication skills and conflict resolution
• Cultural sensitivity and diversity management
• Service quality and performance measurement

4. Overview of Aviation Industry

5. Introduction

6. W W W . A O P A . O R G
Your Future In Aviation

7. What is GA?
All things of aviation
except military and the
airlines
General Aviation
BUT IT IS SO MUCH MORE THAN THAT…

8. What is GA?
Business flying Law enforcement Firefighting Sightseeing
Package delivery Air ambulance
News/traffic
reporting
Agricultural
Disaster relief
Wildlife
management
Recreational
flying
Banking/Commerce

9. Is Flying Safe?
• Pilot training is very
rigorous
• Recurrent training is
required by the FAA to
maintain and improve
skills
• All aircraft must have an
extensive annual
inspection

10. Who are GA Pilots?
with a business need, civic duty, or
just plain passion for flying
Ordinary people…
Over 600,000
CERTIFICATED PILOTS IN THE U.S.

11. What Can I Fly?
GA aircraft come in all
shapes and sizes, and can
vary in power and
performance.
You will probably learn to fly
in a small single engine
aircraft...
…LIKE THIS ONE

12. How About Something Fast?
And someday, you can be soaring across the
country in this

13. What Can I Expect to Find at an Airport?
Flight School A Restaurant
Fixed Base
Operator (FBO)
Air Traffic
Control Tower

14. Flying for Fun
Fly your friends to lunch Go visit family for a weekend

15. How About a Career in Aviation?
• Like math and science?
• Enjoy using your imagination?
• Like to know how things work?
• Want to invent or improve
something?
• Enjoy providing a service and
helping those in need?
Do you…

16. What Kinds of Aviation Jobs are Available?

17. What Kinds of Aviation Jobs are Available?
• Requires FAA certification
• Work in aircraft hangars
or on a flight line
• Repair, inspect, and test
aircraft systems
Aircraft Mechanic

18. What Kinds of Aviation Jobs are Available?
• Requires college degree
• Variety of Types
– Aircraft Design
– Flight Test
– Propulsion (Engines)
– Avionics
Engineer

19. What Kinds of GA Jobs Are Available?
• Requires FAA certification
• Train the next generation of pilots
• Fun and rewarding
Flight Instructor

20. What Kinds of Aviation Jobs are Available?
• Carry injured or sick people for
emergency medical care
• Fly specially equipped aircraft
Air Ambulance Pilot

21. What Kinds of Aviation Jobs are Available?
• Air Traffic Controller
• Meteorologist
• Airport Manager
• Flight Operations Manager
• Flight Attendant
• Manufacturing/Fabrication
• Sales
And many more…

22. Role of Aviation Industry

23. • Vital role
• Emergencies
• Medical evacuation

26. • Weather

27. • Geographical features

29. • Short landings and take offs
• https://www.facebook.com/watch/?v=278939462739118

31. • Security
• To run business all over the world
• Travel quick and easy

33. Real-Life Customer Service Situation at an Airport
• A family of four, with two young children, arrives at the check-in counter for their
international flight from Delhi to London, only to be informed that their flight has been
overbooked. The family had booked their tickets months in advance and had confirmed
seats. They have a connecting flight from London to their final destination, which they
booked separately and is non-refundable. The next available flight to London would
cause them to miss their connecting flight, potentially ruining their travel plans and
causing significant financial loss.
The airline staff at the check-in counter explains the overbooking situation and offers
compensation in the form of vouchers for future travel, accommodation for the night,
and a promise to book them on the next available flight. However, the family is visibly
distressed, emphasizing the importance of their schedule and the non-refundable
connecting flight.

35. Overview of airports

36. • Airports
• Airlines

37. • Airports – Essential part of the air transport system
• Provide all infrastructure
• Basic airport infra includes runways, taxiways, apron space, gates, passenger
terminals, freight terminals and ground transport interchanges.

38. Facilities and services
• Air traffic control
• Security
• Fire & rescue
• Handling facilities
• Commercial facilities

39. • Airports vary –
– Ownership
– Management structure & style
– Degree of autonomy
– funding

40. • Not all the major cargo airports coincide with the major passenger airports
• The cargo market is more widespread with six of the important cargo airports
situated in Asia.
• Means none of the busiest airport is situated in this region
• All the 20 busiest airports
– PAX
– Cargo

41. Development in airport sector

42. • 1970’s – major regulatory & structural developments
• Deregulation, privatisation & globalisation trends
– Pace of change was slower in the industry
– But now developing very fast

43. • Trend towards deregulation – 1978
• US domestic market

44. Three key developments
• Airport commercialisation
• Privatization
• Globalisation

45. Investor’s Perspective

46. • How airlines manage finances
• How this mission meet the challenges of the future

47. Some points
• Fuel Hedging
• Study Debt Loads
• Revenue per available seat mile
• Value of Airline’s Hubs
• Labour Relations
• Acquisition opportunities
• Fleet modernisation cost

48. Air transport system

49. Contribution
• Global economy
• Leisure activities
• Influenced governments & industries to diversify

50. • highways - land transportation
• Air routes – Air transportation

51. Components of air transportation system
Airlines
Airports
Air navigation services

52. Developments in air transportation
• Technical improvements
• Rising affluence
• Lower airfares
• Globalization

53. Next generation air transportation system

56. Different types of Air Transportation

57. Types of aviation (purpose factor)
• CIVIL AVIATION
• Passenger & cargo flights
on regularly scheduled
routes
• Postal planes to carry
express mail
• Tanker aircraft to carry
liquids in response to fire
• MILITARY
AVIATION
• Fighter aircrafts
• Ground attack
aircraft
• Bombers
• Transport aircraft
• Surveillance
• Missiles

58. Types of aircrafts (civil aviation)
• Helicopters
• Twin pistons
• Turbopros
• Executive jets
• Airliners
• Cargo aircrafts

59. Categories of passenger planes:
1) Short range aircraft - short distances/
small capacities (30-100 passengers)/ regional airliners, small
markets, high frequency between city pairs.
They are frequently contracted to provide
passengers from smaller cities to hub airports (and) reverse
for a
“major” carrier

60. 2) Medium range aircraft
(narrow body jet, single aisle aircraft) - 3700 km range/
destinations within a continent, regional markets.
3) Long range aircraft
(wide body jets, twin aisle aircraft ) -
aircrafts crossing the ocean & linking the
continents/ long range
abilities (17400 km)

61. Cargo aircrafts features
• Designed for carriage of goods
• Wide/tall fuselage
cross-section
• High-wing to allow
cargo area to sit near
the ground

62. • Large number of wheels to allow it to land at unprepared
locations
• High mounted tail to allow cargo to be driven directly into
and off the aircraft

63. Air cargo: who use it and why it is important?
• High value microelectronics producers heavily use air cargo to tie together global
production network (Intel)
• Air cargo relates to time-sensitive, valuable or perishable freight carried over
long distances
• Supporting “just-in-time” production and distribution with low inventory levels
• Emergency for fast delivery of supplies (medical, food, etc)

64. • Air transportation’s share of world trade in goods is only
2% measured by weight but more than 40% by value
• For the international operation, freight can account to 45%
of the regular airline revenue
• Cargo operations are ripe with inefficiencies (70% payable
time spent on the ground – loading/ unloading)

65. • On passenger aircraft, cargo is carried in the lower hold.
• On freighters, cargo is also carried on the main deck.

66. Types of cargo aircrafts

67. Types of cargo aircrafts
1) AS A DERIVATIVE OF PASSENGER OR MILITARY
AIRPLANE
• Benefit - most of its
development costs already
assessed against the
transaction of its passengers
equivalent
• Drawback – older technology
• Loading/unloading can be
problematic as plane wasn’t
designed as cargo plane
• Some unnecessary features
related with passengers safety
that occupy the space that can
be used for extra cargo

68. 2) DEDICATED COMMERCIAL AIR FREIGHTER
Advantages:
• designed specifically for air freight
demand
• optimized flooring, fuselage
configuration, pressurization
• provides the type of loading &
unloading
• optimizing operations & fuel usage
Disadvantages:
• high operating cost (depreciation +
insurance)
• high initial price (development cost)

69. 3) AS A DEVELOPMENT OF A JOINT CIVIL-MILITARY AIR CARGO PLANE THAT
WOULD SATIISFY BOTH COMMERCIAL AND MILITARY REQUIREMENTS
• Development costs are shared by
the civil and military sectors
• Features of military aircraft:
carrying some weight that lessens
the payload and profitability of the
commercial version
• Profitability is questionable (might
be not cost competitive)

70. The Queen of the Skies – Boeing 747
The number one most
sold plane in the
world
(1537 planes was
sold from 1966 to
2013)
A lot of airline
companies rely on this
plane. Some use it for
commercial flights while
others utilize the plane
for cargo.

71. World's 10 Largest Passengers and Freight Airlines,
2010 (Source: IATA, World Air Transport Statistics. )

72. UNIT LOAD DEVICE
- Is a pallet or container
- used to load luggage, freight, specially
designed to fit the belly hold of a jet plane.
- The loading of ULDs involves rolling in the
container. Number of loaded containers
depends on aircraft size (Boing 747 – 32
ULD)

73. ULD features
• Standardized sizes and equipment that fit in most commercial aircrafts
• Each ULD has its own packing list (or manifest) so that its contents can be
tracked
• Faster handling (loading/ unloading) and tracking of the cargo

74. ULDs come in two forms:
pallets & containers
• Pallets are rugged sheets of aluminum with rims designed
to lock onto cargo net lugs
Standard pallet
Type standard pallet
Code PAG, PAJ
Dimensions 3,1 x 2,2 m
Useable loading area 3 x 2,1 m
Acceptable for A300, A310,
A330, A340,
B747-200F,
B747-400,
MD11F

75. • Containers also known as cans and pods, are closed
containers made of aluminum or combination of aluminum
(frame) and Lexan (walls), which, depending on the nature
of the goods to be transported, may have built-
in refrigeration units.
LD3 container AKE/AVE
Type LD3 container
Code AKE / AVE
Base dim.
outside
1,5 x 1,5 m
Height outside 1,6 m
Useable volume 3 m³
Dimensions
inside
1,4 x 1,4 x 1,5 m
Acceptable for A300, A310, A330, A340,
B747-200F, B747-400,
B767-400, B767(DE),
MD11F