SOP 001.WI-3.Transfer Passenger Activity

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DNATA AIRPORT OPERATIONSTERMINAL 2 OPERATIONS

Transfer Passenger Activity - Work Instruction

1 Work Instruction

Reference

2 Procedure Title

3.1.1 There are two categories of transfer passengers as follows:1) Passengers connecting on flights out of Terminal-1.

2) Passengers connecting on flights out of Terminal-II itself.

3.2.1 Scan the Passenger Transfer Message (PTM) (if received) and

identify short connection passengers before arrival of the flight (Also

refer short connection section 3.5 below).

3.2.2 Passengers with short connections connecting terminal-1 flights

should be identified and processed on priority basis after flight

arrival and send to

concourse (T-1) E-transfer desk immediately. The E-transfer desk or

T-1 transfer desk Supervisor should also be advised of short

connections or possible misconnections.

3.2.3 Smile and greet the passenger.

3.2.4 Request for travel documents and perform the documents check on

passport and visas to meet the destination requirements also verify

the ticket validity and status.

3.2.5 Co-ordinate with concourse transfer desk T-1 for certain Airlines, as

passengers documents needs to be referred to Airline staff before

acceptance.

3.2.6 Update the Transfer passenger Information sheet with all relevant

information such as number of passengers, Inbound flight no,

Outbound flight no, Date of travel, Onward connections, Final

destination, No of baggage, Staff no and Baggage Tag numbers.

3.2.7 For flights that are not open for check-in, check with Airline

representative / FMU - T1 -T2 if the flights could be opened for

check in and refer (AOPS.SOP.002.T2.WI-1)

3.2.8 Complete check-in transaction in the DCS if flight is open for Check-

In (If applicable) (Refer AOPS.SOP.002.T2.WI-1)

3.2.9 Update the baggage tag number against the passenger in the

system to facilitate the transfer of baggage.

3.2.10 Insert the inbound flight details in Departure Control System if

passenger is checked-in on the onward flight.

3.2.11 For all online baggage (tagged up to Dubai) refer passengers to

Marhaba Services desk who would then facilitate the transfer of

baggage as per the Marhaba baggage transfer process.

3.2.12 Liaise with Coach supervisor to transport the passengers to T-1/ T3

(as applicable) and advise the applicable transfer desk supervisor/

staff the coach number and the number of passengers.

PSA

AOPS.SOP.001.T2.WI-3


3.2 Check-in of Transfer Passengers:

1) If passenger connecting on flights out of Terminal-1.

SPSA/PSA

3 3.1 Transfer Passengers ActivityProcess

Date: March 01, 2009This document is uncontrolled if found in hard copy, unless stated otherwise.

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BSA 3.2.13 Locate and retag the baggage at the arrival belt area. Attach the

Inter terminal transfer tag on the baggage and place the re-tagged

baggage on the belt and forward it to T-2 baggage control ramp

area to connect the onward flight on time.

PSA 3.2.14 If onward flight is not open for check-In, follow steps 3.2.1 to 3.2.7

and 3.2.11 TO 3.2.12.PSA 3.2.15 In all the above cases, any passengers with issues such as Excess

baggage payment, prepaid ticket advice, Change of reservation

charges, open tickets for onward journey etc. should be referred to

the concerned Airline rep and the applicable terminal staff in charge

on duty.

3.3.1 Follow steps 3.2.1 to 3.2.10 except 3.2.5 then transfer passenger

from Arrival transfer Desk in a coach to Terminal-II transit lounge

and advice the Passenger Services supervisor and Senior Passenger

Services Agent.

3.3.2 If flight is not open for check-In, issue white copy of transfer slip tothe passenger with all the relevant details filled in.

3.3.3 Transport passenger to the Transit lounge advising him/her that the

boarding pass will be handed over to them as soon as the security

call is actioned for passengers to proceed to the boarding gate.

3.3.4 Handover the transfer wallet with the flight coupon to the Supervisor

/ SPSA for further handling.

3.3.5 PSS to ensure all passengers are processed when the flights are

opened and transfer wallet is handed over at boarding gates for

hand over to the passenger.

3.4.1 Passengers arrive at the transfer desk with waitlist/no-record orsubject to load ticket.

3.4.2 Establish from the flight information in the DCS system the

availability of seats.

3.4.3 Based on the availability seek confirmation from Flight

supervisor/Airline official who gives clearance to either accept or

refuse the passenger.

3.4.4 If seats are unavailable then send passenger to the appropriate

terminal and advise the Transfer Desk Shift Leader/Supervisor

accordingly.

3.4.5 If passenger is accepted then follow steps 3.2.7 to 3.2.12.

3.4.6 If passenger is refused on the flight then refer them to the deliveringcarrier Airline staff for alternative booking and re-routing.

SPSA/PSA 3.5.1 Monitor and segregate the Passenger Transfer Messages (PTM).

Liaise with appropriate terminal or Flight Supervisor/Airline Staff for

pre-check-in of passengers.( if applicable)

3.3 Check-in of Transfer Passengers:

2) If passenger connecting on flights out of Terminal-2.

3.4 Acceptance of No-record, Waitlist and Subject to Load Transfer passengers.

PSA

3.5 Short Connections

PSA




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3.5.2 Identify the short connecting passengers based on the estimated

time of Arrival (ETA) and estimated time of departure (ETD) of the

flight from Universal Flight information System (UFIS).

3.5.3 Contact the Flight supervisor /airline official highlighting the short

connection passengersand seek approval from them to pre-check inwith or without baggage edit. (If applicable)

3.5.4 When passenger reports as per PTM, confirm with passenger for any

transfer-checked baggage and advice Interline / Baggage services to

transfer the baggage after updating the system with K-edits. Delete

the comments Pre-check in against the passengers history.

3.5.5 If passenger fails to report liaise with airline official and receive

instructions for further action and advise SPSA/PSS.

3.5.6 In order to carryout offloading follow AOPS.SOP.002.T2.WI-1 section

3.10, offloading after Flight Closure.

SPSA/PSA 3.6.1 If passenger misconnects the flight then contact the delivering

carrier for alternative arrangements.

3.6.2 Liaise with delivering carriers staff and take follow up actions

regarding the re-routing and hotel accommodation.

3.6.3 Despatch baggage re-routing advice to baggage services, and

interline based on the alternative routing of the passenger.

3.6 Misconnections



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