Passanger Handling Procedures Flashcards
Keys to Good Customer Relations
- Address passengers by their proper titles.
- Pass are individuals, address them collectively only when making announcements.
- Avoid arguments, controversial subjects, national or international policies, religious topics…
- Offer services and perform duties in a manner that indicates a personal interest
- Use tact and diplomacy when dealing with, or talking to passengers
- Answer questions in a friendly, understandable, and non-technical manner
Passenger Categories
Distinguished Visitor (DV) Coin Assist Blue Bark Mission Essential Ground Personnel (MEGPs) Space Required Space A Additional Crewmembers (ACM's)
Distinguished Visitor
DV requirement is O-6 or above
Coin Assist
Passengers are dependents whose sponsors are missing in action, OPWs, or as designated by the DOD
Blue Bark
Passengers traveling via USAF because of a death of an immediate family member
MIssion Essential Ground Personnel (MEGPs)
Personnel performing speical unique duties directly associated with and essential to a particular mobility aircraft, aircrew, or mission.
Space Required
Traveling on military orders
Space A
Military members on leave status, and retired military members
Additional Crewmembers (ACM’s)
Crew Members qualified in mobility AC are authorized ACM status on any mobility AC to pre/de-position in support of mobility operations
Unique Passengers
Differently Abled Passengers (req special assistance because of a disability)
Prisoner and Guard (Prisoners requiring aremed guards are moved on military missions and seated BEFORE any other passengers are on loaded. Passengers are downloaded before the prisoner and guards.
Preflight Duties
- Check stowaways
- Inform the AC commander of any special cargo or passengers req special handling
- Assist the courier
- AF Form 4128, ensure that passenger comfort and fleet service items are on board
- Make sure all seats have operable seat belts, life best and oxygen available
AF Form 4128
Fleet Service Checklist
Passenger Boarding Procedures
Combat Troops Duty Passengers Distinguished Visitors Blue Bark Coin Assist Families and Dependents (seated together) Unaccompanied passengers (duty/Space A)
FAA regulations - Only English speacking passengers in emergency rows, do not seat handicapped passengers, mothers with infants or children under 15 in emergency exit rows
Couriers will hand-carry their materials on board the aircraft
If the material is large enough to be floor loaded or palletized, the courier will be at the AC for loading and will be allowed to sit where they can monitor the material
In-Flight Duties
Throughout the flight, make frequent checks of the following:
Cabin Temperature, passengers with small children and cabin cleanliness
Before Landing Duties
Prior to descent, wake all passengers and give the descent briefing. Notify the pilot when the cargo compartment is secure
After Landing Duties
Customs officials must clear the passengers prior to offload. Inform Fleet Service of the items you will need replenished. Before leaving he AC, be sure to write up any discrepancies found during the flight.
Meal Service
At lease 45 minutes prior to takeoff, the SMA should upload meals. Served at normal hours when practical, based on the local time at point of departure.
AMC Form 148
Boarding/Pass Ticket
Should a passenger fail to receive a meal document it on their boarding pass
Transportation Working Capital Fund (TWCF)
Complimentary snacks and beverages are authorized on TWCF mission for passengers consumption only. If not all of the snacks and beverages are consumed during the flight, record the unused snacks and beverages on AF IMT 129 and return to the inflight kitchen for turn in credit.
Passenger Briefings
Passenger briefings plays an important part in making a good first impression, key compnents to a good briefing is confidence and knowledge.
Types of Passenger Briefings
Departure Briefing After Takeoff In-flight Refueling En-route Departure Meal Pre-arrival After Landing
Life Support Equipment
Life Preserver Units (LPUs) Emergency Passenger Oxygen System (EPOS) -5 Min heavy workload -20 Min light workload -60 Min while sitting
