8/22/2019 SOP 002.Flight Departures

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DNATA AIRPORT OPERATIONSPASSENGER SERVICES DEPARTMENT - ERBIL INTERNATIONAL AIRPORT

Flight Departure

1 Procedure Reference

2 Procedure Title

3 Purpose

4 Scope

5.1 Travel Information Manual (TIM)

5.2 Electronic Version of Travel Information Manual

5.3 Airline Brief sheets

5.4 Dangerous Goods Regulations (DGR)

GM

AOM

PSS

TRC

SPSA

PSA

7.1.1 Take hand over from the previous shift and refer to log book for

pending and delayed flights.

7.1.2 Print the flight schedule, collect the joining load of the flights from

the system/telexes or respective airline office.

7.1.3 Allocate and assign staff at Check-In, Excess baggage counter, Crew

counter and boarding gates.

7.1.4 Plan and reallocate staffs in case of any delayed/rescheduled

flights/sick reports /absenteeism.

7.1.5 Prepare duty allocation for the shift and arrange additional

manpower as per the requirement (if required).

PSS 7.1.6 Monitor the opening and closing of the counter and update the

Check-In counter Plasma Display screens.

7.1.7 Monitor counter allocation in case of heavy joining loads or delayed

flights.

7.1.8 Ensure staff is allocated VHF (radio) as per their assigned duties.

7.1.9 Brief all staff members about safety and customer service standards,

Special handling requirements and latest airline specific

requirements.

PSS 7.1.10 Prepare counter allocation.

PSS / TRC 7.1.11 Receives information through Movement Control bulletin aboutAdhoc flights and allocate boarding gate and Check-In counter for

the same.

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.

6 Definitions /

Abbreviations

Turn Round Coordinator

PSS / TRC

SOP 002.Flight Departures

7.1 Duty Allocation

Flight Departure

To describe flight departure including check-in and boarding activities.

Applies to Passenger Services Section

Passenger Service Agent

General Manager

Senior Passenger Service Agent

Process7

PSS / TRC / SPSA

7.2 Check-in Activity

Passenger Services Supervisor

5 References

Airport Operations Manager

7/10/2013This document is uncontrolled if found in hard copy, unless stated otherwise.

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8/22/2019 SOP 002.Flight Departures

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DNATA AIRPORT OPERATIONSPASSENGER 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)

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 ifany delays. Allocates staff at the boarding gates at the beginning of

the shift and briefs them regarding Customer Service and Safety

Standards.

SPSA / PSA 7.3.2 Handle Flight Boarding in accordance with the Flight Boarding work

Instructions SOP 002.WI-5.Flight Boarding Activity

8.1 Co-ordinate with front-line staff and give briefings on flight

requirements and monitor the delivery of customer services to

8.2 Update the AOM with all information pertaining to change in

schedules/gates, delayed flights, man-power requirements (as

applicable).

8.3 Monitor the staff allocation and carry out the necessary changes (as

applicable).8.4 A Shift report is sent to AOM and GM with all information related to

passenger service, baggage services and data systems.

AOM 8.5 Review shift reports and compile a weekly ops report which is

forwarded to SVP.

AOM / GM 8.6 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.

GM 8.7 Identifies staff training needs in response to regular reports, staff

meetings and as appropriate.

GM 8.8 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

9 Records Passenger Services

Office

8 Monitoring & Review

9.1

PSS / TRC

7.3 Flight System Boarding

7/10/2013This document is uncontrolled if found in hard copy, unless stated otherwise.

Initial Issue Page 2 of 2