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everything Flashcards

1
Q

what does MRZ stand for?

A

machine readable zone

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2
Q

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

A

DOB, PP number and expiry date

long number at bottom of passport

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3
Q

prohibited travel for pregnant women with one or more kids

A

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

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4
Q

pregnancy letter

A

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

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5
Q

infant age

A

under 2

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6
Q

when can a child travel alone?

A

14 and above

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7
Q

who cannot sit in the emergency exit row?

A
  • 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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8
Q

what to refer to when checking if visa is okay

A

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

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9
Q

what does a heavy bag charge apply to?

A

above 23kg and below 32kg

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10
Q

how much is a heavy bag charge ?

A

£65

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11
Q

who is exempt to the heavy bag charge ?

A
  • premier, gold and silver exec club
  • first, club world and club europe
  • one world emerald and sapphire
  • downgrades
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12
Q

how much is a handling fee ?

A

£125 when carrying firearms

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13
Q

visa checks (8) roughly

A
  • number of entries
  • duration
  • Passport number
  • expiry date
  • start date
  • number of people
  • country
  • name
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14
Q

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

A

2 years, Electronic System for Travel Authorisation

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15
Q

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

A

2x per year

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16
Q

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

A

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

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17
Q

E-visas and number of entries

A

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

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18
Q

what must South African passports have?

A

an extra blank page in their passport

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19
Q

what is limited release?

A

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

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20
Q

what colour is first class priority bag tag?

A

yellow

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21
Q

what is a yellow tag for?

A

for hand luggage put under the seat in front of you

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22
Q

what does RTAD stand for and what is applicable?

A

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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23
Q

what are safety to fly tags for?

A

for electric wheelchairs

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24
Q

where is the oversized bag drop area?

A

A15 or H17

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25
Q

who can claim VAT back?

A

non EU residents leaving the UK

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26
Q

what does MIT stand or?

A

Merchandise in Baggage

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27
Q

MELTS

A

Medication
E-cigarettes
Lithium batteries
Travel documents
Smart bags

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28
Q

what is bag pooling and when can you do it?

A

when one person checks bags in on behalf of other people in their party

applicable for overnight bag drop

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29
Q

name of bag collection company for check ins

A

Air Porter

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30
Q

what else must you check with RTAD?

A

if the destination airport offers the service

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31
Q

APIS

A

advanced passenger info system

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32
Q

PCCT and what is it ?

A

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

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33
Q

how long is PCCT before departure?

A

-35

34
Q

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

A

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

35
Q

long haul check in closing time

A

-60

36
Q

short haul check in closing time

A

-45

37
Q

when does online check in open?

A

24 hours prior to flight time

38
Q

emergency number

A

222

39
Q

T5 Lounges

A
  • concorde room (first only)
  • galleries lounges
  • arrivals lounge
40
Q

what does a blank booking status mean?

A

confirmed booking

41
Q

what does WL mean on a booking status?

A

waitlisted

42
Q

what does SA mean on a booking status?

A

Staff Travel

43
Q

what does ML mean on a booking status?

A

booking cancelled

44
Q

PCV

A

process customer value

45
Q

categories of customer priority when it comes to a booked flight

A
  • acceptance loyalty
  • seating loyalty
  • regrade loyalty
46
Q

other factors that would put a customer as a priority

A
  • time of check in (first come first serve)
  • pre paid seat
  • highest class (paid more)
47
Q

ARC

A

airport resolution centre (arrange all flight reservations)

48
Q

cabin codes

A

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

49
Q

NAO

A

Not Accepted Onboard (when flight is overbooked)

50
Q

VOL

A

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

51
Q

onward connection and interlining rules:

A
  • 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
52
Q

exempt countries from interlining

A
  • Greece
  • Russia
  • Norway
  • Sweden
53
Q

what is an ITI and why do we use it

A

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

54
Q

who to contact regarding wheelchairs?

A

Wilson James

55
Q

can you take Christmas crackers on board?

A

2x boxes max, must be in manufacturers box

56
Q

bronze benefits

A
  • dedicated check in area
  • can book seats free of charge 7 days prior
57
Q

who can use fast track

A

club world/europe
first
silver/gold

58
Q

onload entitlement - standby number

A

31 onwards

59
Q

onload entitlement - confirmed booking

A

1-30

60
Q

how is onload entitlement laid out for staff travel?

A

onload priority number / cabin entitlement

61
Q

lounges in T5

A
  • north galleries lounge
  • concorde room
  • south galleries lounge
  • first lounge
  • T5B lounge
  • Arrivals lounge (landside)
62
Q

CSPM

A

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

63
Q

what is an SSR?

A

special service request

64
Q

SPML examples

A

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

65
Q

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

A
  • call load control to inform the captain
  • extra seat for cello must be pre booked
  • cellos sit in window seat
66
Q

cello 4 letter code

A

CBBG

67
Q

service animal and 4 letter code and check in process

A

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
68
Q

firearms 4 letter code and check in process

A

WEAP

  • call ICTs first!!!!
  • valid firearm certificate
  • £125 handling fee
  • max 5kg
  • contact load control
  • call corporate security manager on 30999
69
Q

WCHS

A

can walk but cant climb stairs

70
Q

WCHR

A

cant walk long distances

71
Q

WCHC

A

carry on/carry off (wheelchair bound)

72
Q

WCLB

A

wheelchair with lithium batteries

73
Q

WCBD

A

wheelchair dry cell batteries

74
Q

WCBW

A

wheelchair wet batteries

75
Q

WCMP

A

manual powered wheelchair

76
Q

INAD

A

inadmissible

77
Q

DEPO

A

deportee

78
Q

DEPA and DEPU

A

escorted, unescorted

79
Q

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

A

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

80
Q

4 letter code for seamen

A

SEMN

81
Q

CTP meaning

A

customer transfer process

82
Q

EWS

A

Newark - new york airport

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