DNATA AIRPORT OPERATIONS

PASSENGER SERVICES DEPARTMENT - ERBIL INTERNATIONAL AIRPORT Flight Departure

1 Procedure Reference 2 Procedure Title 3 Purpose 4 Scope 5 References SOP 002.Flight Departures Flight Departure To describe flight departure including check-in and boarding activities. Applies to Passenger Services Section 5.1 5.2 5.3 5.4 6 Definitions / Abbreviations GM AOM PSS TRC SPSA PSA 7 Process PSS / TRC Travel Information Manual (TIM) Electronic Version of Travel Information Manual Airline Brief sheets Dangerous Goods Regulations (DGR)

General Manager Airport Operations Manager Passenger Services Supervisor Turn Round Coordinator Senior Passenger Service Agent Passenger Service Agent 7.1.1 7.1.2 7.1.3 7.1.4 7.1.5 Take hand over from the previous shift and refer to log book for pending and delayed flights. Print the flight schedule, collect the joining load of the flights from the system/telexes or respective airline office. Allocate and assign staff at Check-In, Excess baggage counter, Crew counter and boarding gates. Plan and reallocate staffs in case of any delayed/rescheduled flights/sick reports /absenteeism. Prepare duty allocation for the shift and arrange additional manpower as per the requirement (if required). Monitor the opening and closing of the counter and update the Check-In counter Plasma Display screens. Monitor counter allocation in case of heavy joining loads or delayed flights. Ensure staff is allocated VHF (radio) as per their assigned duties. Brief all staff members about safety and customer service standards, Special handling requirements and latest airline specific requirements.

7.1 Duty Allocation

PSS

7.1.6

7.1.7

PSS / TRC / SPSA

7.1.8 7.1.9

PSS PSS / TRC

7.1.10 Prepare counter allocation. 7.1.11 Receives information through Movement Control bulletin about Adhoc flights and allocate boarding gate and Check-In counter for the same.

7.2 Check-in Activity PSS / SPSA 7.2.1 PSS / SPSA allocates staff to perform check-in and briefs all the staff members regarding Customer Service and Safety Standards, at the beginning of the shift.

7/10/2013

This document is uncontrolled if found in hard copy, unless stated otherwise. Initial Issue

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DNATA AIRPORT OPERATIONS

PASSENGER SERVICES DEPARTMENT - ERBIL INTERNATIONAL AIRPORT Flight Departure
PSA 7.2.2 Perform Check-in activity in accordance with Flight Check-in Activity work Instructions AOPS.SOP.002.T2.WI-1 (Check-in Activity)

7.3 Flight System Boarding PSS / TRC / SPSA 7.3.1 PSS / SPSA receives handover from previous shift for any delayed flights and the scheduled flights at the gates and their new STD if any delays. Allocates staff at the boarding gates at the beginning of the shift and briefs them regarding Customer Service and Safety Standards. Handle Flight Boarding in accordance with the Flight Boarding work Instructions SOP 002.WI-5.Flight Boarding Activity Co-ordinate with front-line staff and give briefings on flight requirements and monitor the delivery of customer services to passengers airlines. Update theand AOM with all information pertaining to change in schedules/gates, delayed flights, man-power requirements (as applicable). Monitor the staff allocation and carry out the necessary changes (as applicable). A Shift report is sent to AOM and GM with all information related to passenger service, baggage services and data systems. Review shift reports and compile a weekly ops report which is forwarded to SVP. In case of any process change review, revise, and publish the corresponding SOP as per Document Control procedure according to the relevant DAO/IMSP.001. Identifies staff training needs in response to regular reports, staff meetings and as appropriate. Any comments and suggestions are looked after for improvement. Steps taken and results obtained there after are submitted to the SVP, as appropriate. Following records are maintained six months Crew Control Sheet Offloaded Passenger information Revenue and Boarding Control sheet. Excess baggage waiver authority form. Weekly FLC flights Pax details form. INAD handling forms 9.2 All records are destroyed after the retention period

SPSA / PSA

7.3.2

8 Monitoring & Review

PSS / TRC

8.1 8.2

8.3 8.4 AOM AOM / GM 8.5 8.6

GM GM

8.7 8.8

9 Records

Passenger Services 9.1 Office

7/10/2013

This document is uncontrolled if found in hard copy, unless stated otherwise. Initial Issue

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