everything Flashcards by Yasmin Ahmad

what does MRZ stand for?

machine readable zone

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what is found in the MRZ? where is it found?

DOB, PP number and expiry date

long number at bottom of passport

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prohibited travel for pregnant women with one or more kids

after 36th week carrying one child
after 32nd week carrying more than one child

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pregnancy letter

pregnant women require a letter confirming how many children, due date and confirmation of no complications
from midwife or doctor

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infant age

under 2

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when can a child travel alone?

14 and above

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who cannot sit in the emergency exit row?

blind/deaf
non english speakers
those who cannot move around quickly or easily
deportees and prisoners
under 12
those who require assistance

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what to refer to when checking if visa is okay

TIM (timatic) or call FMU (flight monitoring unit) on 21007

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what does a heavy bag charge apply to?

above 23kg and below 32kg

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how much is a heavy bag charge ?

£65

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who is exempt to the heavy bag charge ?

premier, gold and silver exec club
first, club world and club europe
one world emerald and sapphire
downgrades

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how much is a handling fee ?

£125 when carrying firearms

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visa checks (8) roughly

number of entries
duration
Passport number
expiry date
start date
number of people
country
name

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how long is an ESTA valid for and what does it stand for ?

2 years, Electronic System for Travel Authorisation

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how many times can you apply for an Indian electronic travel auth?

2x per year

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how to tell the difference between multiple and single entry Russian visas

multiple - “M” on top right
single - “1”on top right

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E-visas and number of entries

e-tourist: double entry
e-business: double entry
e-medical: triple entry

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what must South African passports have?

an extra blank page in their passport

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what is limited release?

back of a luggage tag where you tick any damages there are to the bag

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what colour is first class priority bag tag?

yellow

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what is a yellow tag for?

for hand luggage put under the seat in front of you

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what does RTAD stand for and what is applicable?

Return To Aircraft Door

wheelchairs or buggies (has to be slimline and has to be able to fold completely in half

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what are safety to fly tags for?

for electric wheelchairs

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where is the oversized bag drop area?

A15 or H17

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who can claim VAT back?

non EU residents leaving the UK

what does MIT stand or?

Merchandise in Baggage

MELTS

Medication E-cigarettes Lithium batteries Travel documents Smart bags

what is bag pooling and when can you do it?

when one person checks bags in on behalf of other people in their party applicable for overnight bag drop

name of bag collection company for check ins

Air Porter

what else must you check with RTAD?

if the destination airport offers the service

APIS

advanced passenger info system

PCCT and what is it ?

personal conformance check time: time before departure that customer needs to be through security for

how long is PCCT before departure?

-35

baggage allowance for WT, WT plus, Club World and First

World Traveller: 1x 23kg each World Traveller Plus: 2x 23kg each Club World: 2x 32kg each First: 3x 32kg each

long haul check in closing time

-60

short haul check in closing time

-45

when does online check in open?

24 hours prior to flight time

emergency number

222

T5 Lounges

- concorde room (first only) - galleries lounges - arrivals lounge

what does a blank booking status mean?

confirmed booking

what does WL mean on a booking status?

waitlisted

what does SA mean on a booking status?

Staff Travel

what does ML mean on a booking status?

booking cancelled

PCV

process customer value

categories of customer priority when it comes to a booked flight

- acceptance loyalty - seating loyalty - regrade loyalty

other factors that would put a customer as a priority

- time of check in (first come first serve) - pre paid seat - highest class (paid more)

ARC

airport resolution centre (arrange all flight reservations)

cabin codes

First: F Club World: J World Traveller Plus: W World Traveller: M Club Europe: C Euro Traveller: M

NAO

Not Accepted Onboard (when flight is overbooked)

VOL

Volunteer to offload (scheme where you get compensation for volunteering to offload on an overbooked flight)

onward connection and interlining rules:

- connection must be within 24 hours - customer has to have right documentation for all countries - bookings for onward connections must be ticketed or confirmed - all flights must be on same booking - travel must be via same airport

exempt countries from interlining

- Greece - Russia - Norway - Sweden

what is an ITI and why do we use it

for customers that have a connection under 8 hours, meaning they don't have to go through customs

who to contact regarding wheelchairs?

Wilson James

can you take Christmas crackers on board?

2x boxes max, must be in manufacturers box

bronze benefits

- dedicated check in area - can book seats free of charge 7 days prior

who can use fast track

club world/europe first silver/gold

onload entitlement - standby number

31 onwards

onload entitlement - confirmed booking

1-30

how is onload entitlement laid out for staff travel?

onload priority number / cabin entitlement

lounges in T5

- north galleries lounge - concorde room - south galleries lounge - first lounge - T5B lounge - Arrivals lounge (landside)

CSPM

customer service policy manual - where to find everything relating to check in processes

what is an SSR?

special service request

SPML examples

SPML- special meal BBML- baby meal GFML- gluten free meal VGML-vegan meal VLML- vegetarian meal AVML- asian vegetarian KSML- kosher meal

cello check in process (roughly, e.g who do you call)

- call load control to inform the captain - extra seat for cello must be pre booked - cellos sit in window seat

cello 4 letter code

CBBG

service animal and 4 letter code and check in process

SVAN - have to be pre booked (quarantine) if not, then they cannot travel - other customers must be advised - advise load control - call ICTs to conduct dog search

firearms 4 letter code and check in process

WEAP - call ICTs first!!!! - valid firearm certificate - £125 handling fee - max 5kg - contact load control - call corporate security manager on 30999

WCHS

can walk but cant climb stairs

WCHR

cant walk long distances

WCHC

carry on/carry off (wheelchair bound)

WCLB

wheelchair with lithium batteries

WCBD

wheelchair dry cell batteries

WCBW

wheelchair wet batteries

WCMP

manual powered wheelchair

INAD

inadmissible

DEPO

deportee

DEPA and DEPU

escorted, unescorted

who to contact if a customer doesn't have a passport

immigration - they will confirm the PP number and will go to collect it

4 letter code for seamen

SEMN

CTP meaning

customer transfer process

EWS

Newark - new york airport