UNIVERSITY OF SANTO TOMAS

COLLEGE OF TOURISM AND HOSPITALITY MANAGEMENT

3TOM5 - Finals Exam Reviewer on Airline Operations Management

[Aviation Terminologies] the flight will be arriving or departing from, and

Aviation Terms whether it is on time or delayed
- It is important for those working at the airport ● Gates - This is where you wait for your plane.
or elsewhere in the Air transport industry Gates usually have seats that you can sit in and
connected with passenger or cargo handling, to televisions that show information about the
become familiar with the terminologies and Airport and current news. Gates are also the
when it is necessary to translate the industry areas where you leave the airport building to
jargon for the benefit of the client. board your plane.
- The ability to apply these terms is also ● Jetway/Loading Bridges - The hallway that
important when dealing with airline connects the gate entrance to the door of the
representatives. plane. Passengers use this hallway to board and
exit planes.
● Runway - A strip of level ground, usually
● Air Traffic Controller - This person works in
concrete, that airplanes take off and land on.
the control tower and talks to pilots by radio.
● Taxiway - A strip of land that pilots drive their
An Air Traffic Controller tells the pilots when
planes on before takeoff and after landing. Pilots
and when and where they can land their planes
use taxiways to drive back and forth between the
at the airport.
gate area and the runway
● Belly - This is the area located in the bottom of
● Baggage – personal items carried by a traveller.
the plane where your luggage is stored.
● Free Baggage Allowance- Amount of baggage
● Cargo - Any type of goods that a plane is
each passenger is allowed by the carrier to
carrying, including suitcases, golf bags and
transport in the flight.
boxes.
● Excess Baggage- A passenger baggage
● Cockpit - Area located at the front of the plane
presented at the check-in counter, in excess of
where the Pilot and Co-Pilot sit. All of the
the free baggage allowance allowed by the
instruments and controls needed to fly the plane
carrier, payable for extra weight .
and talk to the control tower are also located in
● Boarding pass- Normally issued at the check-in
this area.
counter indicating the class of travel and seat
● Control Tower - This is the building where Air
number.
Traffic Controllers work. From here, the Air
● Check-in – Formalities taken by a passenger at
Traffic Controller talks to pilots who are on the
the airport before boarding a flight.( checking of
ground and those who are in the air.
passenger’s documents and allotting seat and
● Conveyor Belt - A machine with a moving
boarding card etc.)
surface that is used by Airport personnel to
● Customs- A Government department which
move luggage from one place to another.
controls and regulates import and export.
● Flight Attendant - This person helps you find
● No –show- A passenger holding a flight
your seat on the plane, reviews safety
reservation who fails to use it or cancel it prior
information prior to takeoff, and serves you
to the flight departure.
snacks and beverages while the plane is in the
air. Abbreviations
● Flight Monitors - These television screens are - Having understood so much about the airport
located all around the Airport. They display all handling it is essential to know the meaning of
your flight information, including the flight some of the special service codes provided by
number, arrival or departure time, the gate where
 UNIVERSITY OF SANTO TOMAS
COLLEGE OF TOURISM AND HOSPITALITY MANAGEMENT
3TOM5 - Finals Exam Reviewer on Airline Operations Management

IATA and commonly used air transport terms

Plan
and definition.
XX Cancel ticket

BULK Bulky baggage RER RE-routable

CBBG Cabin baggage with an FIT Free Independent

extra seat Traveller

BLND Blind passenger TKT Ticket

MAAS Meet and assist ATW Around the World

LANG Language assistance AVOD Audio Video on Demand

required by the passenger
ETA Estimated Time of
UMNR Unaccompanied minor Arrival

WCHS Wheel chair requested ETD Estimated Time of

Departure
XBAG Holding excess baggage
FFP Frequent Flyer program
PETC Passenger Travelling with
a pet in the cabin AIATA International Air
Transport Assn.
RFD Refund
IFE In Flight Entertainment
ACK Acknowledge
LCC Low Cost Carrier
DEP Departure
MCT Minimum Connection
FLT Flight Time

AGT Agent OW One World (Alliance)

BRD Boarding O/W One-way

CRS Computerized reservation OLCI On-line check in

system
PNR Passenger name record
RES Reservation
AIRLINE MEALS
ST Stops
BBML Baby meal
SKED Scheduled
CHML Child meal
VLD Valid
AVML Indian vegetarian meal
INT International
GFML Gluten free meal
BSP Billing and Settlement
 UNIVERSITY OF SANTO TOMAS
COLLEGE OF TOURISM AND HOSPITALITY MANAGEMENT
3TOM5 - Finals Exam Reviewer on Airline Operations Management

4. Airport Manager - Airport managers oversee the

KSML Kosher meal
day-to-day operations at an airport. They manage
MOML Muslim meal safety, negotiate contracts and leases on behalf of
the airport and ensure that the management
NFML Nut free meal complies with Federal Aviation Administration
(FAA) rules
SFML Seafood meal 5. Ground Staff - Working in shifts, the ground staff
VGML Vegan meal handles passenger operations such as transfers,
security checks and accessibility.
VLML Vegetarian Lacto-Ovo
meal Aircraft Ground Handling
● defines the servicing of an aircraft while it is on
[Aviation Personnel] the ground and (usually) parked at a terminal gate
● Aviation personnel means any individual who of an airport.
carries out a civil aviation function, including but
not limited to flight crew, aircraft maintenance The major categories of ground handling services are
workers, air traffic controllers and employees of an described below:
air carrier or airport 1. Cabin Service
● the primary aim of this service offering is
TYPES OF AVIATION PERSONNEL to ensure passenger comfort. While cabin
1. Pilot - Being a pilot is one of the most lucrative cleaning comprises the bulk of the effort,
jobs in the aviation industry. The primary it also includes tasks such as replenishing
responsibility of a pilot is the safe transport of onboard consumables (soap, tissues, toilet
passengers and freight to their respective paper, reading materials) and washable
destinations. items like pillows and blankets.
2. Flight Attendants - Airlines hire flight attendants 2. Catering
to serve as the cabin crew. The job requires ● Catering includes the unloading of unused
ensuring the safety and comfort of passengers for a food and drink from the aircraft, and the
smooth flying experience. Flight attendants are loading of fresh food and drink for
most likely to work in civil aviation through passengers and crew.
commercial airlines, but opportunities also exist on ● Airline meals are typically delivered in
business jets and military aircraft Airline service trolleys. Empty or
3. Air Traffic Controller - As part of the air traffic trash-filled trolley from the previous flight
control team, air traffic controllers coordinate are replaced with fresh ones.
aircraft movements to ensure safety, efficiency and ● Meals are prepared mostly on the ground
minimal delay. They manage the landing and in order to minimize the amount of
take-off of the aircraft at the airport and monitor preparation (apart from
the airborne aircraft using radar and other visual ● chilling or reheating) required in the air.
aids to ensure security. The work is particularly 3. Ramp Service
important in an emergency, such as a ● Guiding the aircraft into and out of the
malfunctioning aircraft or challenging weather parking position (by way of aircraft
conditions, and it is the responsibility of the air marshalling),
traffic controller to ensure the safety of the people ● Towing with pushback tractors
on board. ● Lavatory drainage
 UNIVERSITY OF SANTO TOMAS
COLLEGE OF TOURISM AND HOSPITALITY MANAGEMENT
3TOM5 - Finals Exam Reviewer on Airline Operations Management

● Water cartage (typically non-potable for - Air traffic control (ATC) is a service provided by
lavatory sink use) ground-based controllers who direct aircraft on the
● Air conditioning (more common for ground and through controlled airspace, and can
smaller aircraft) provide advisory services to aircraft in
● Airstart units (for starting engines) non-controlled airspace.
● Luggage handling, usually by means of - The primary purpose of ATC worldwide is to
belt loaders and baggage carts prevent collisions, organize and expedite the flow
● Gate checked luggage, often handled on of traffic, and provide information and other
the tarmac as passengers disembark support for pilots. In some countries, ATC plays a
● Air cargo handling, usually by means of security or defensive role, or is operated by the
cargo dollies and cargo loaders military.
● Catering trucks
● Refueling, which may be done with a Ground Handling Operations
refueling tanker truck or refueling pumper 1. Overview
● Ground power (so that engines need not - We can distinguish two major types of ground
be running to provide aircraft power on handling procedures which are designated as either
the ground) terminal or airside operations.
● Passenger stairs (used instead of an - First, we should define the whole range of
aerobridge or airstairs, some budget operations that ground handlers deal with. The
airlines use both to improve turnaround following list is an exhaustive for common
speed) commercial flights:
● Wheelchair lifts, if required 1. Ramp Services:
● Hydraulic mules (units that provide - Supervision
hydraulic power to an aircraft externally) - Marshaling
● Deicing - Start-up
4. Passenger Service - Moving/towing aircraft
● Providing check-in counter services for - Safety measures
the passengers departing on the customer
airlines.
● Providing gate arrival and departure
services. The agents are required to meet a
flight on arrival as well as provide
departure services including boarding
passengers and closing the flight.
● Staffing the transfer counters, customer
service counters and airline lounges.
5. Field Operation
● This service dispatches the aircraft,
maintains communication with the rest of
the airline operation at the airport and with
Air Traffic Control.

2. On-ramp Aircraft Services

Air Traffic Control - Repair of faults, fueling, wheel
and tire check
 UNIVERSITY OF SANTO TOMAS
COLLEGE OF TOURISM AND HOSPITALITY MANAGEMENT
3TOM5 - Finals Exam Reviewer on Airline Operations Management

-Ground power supply need only one type of tractor to tow all
-Deicing, cooling/heating types of aircrafts. The main disadvantage
-Toilet servicing, Potable water, is the high number of staff required to fix
demineralized water the bar to the aircraft.
- Routine maintenance 2. Push-back tractors: it is a good
- Non-routine maintenance alternative to tow aircrafts as tow-bars are
- Cleaning of cockpit windows, not always required. On the other hand,
wings, nacelles and cabin these devices are much more expensive
windows than universal tractors coupled with
3. Onboard Servicing tow-bars.
- Cleaning 3. Forklifts: they are used to carry pallets
- Catering especially when ground handling
- In-flight entertainment operations deal with freight.
- Minor servicing of cabin fittings 4. Steps: they are available with or without
- Alteration of seat configuration canopy.
4. External Ramp Equipment 5. Loader: They are used to carrying heavy
- Passenger steps loads between 3.5 and 14 tons. This can
- Catering loaders include baggage containers.
- Cargo loaders, mail and 6. Dollies: Are used for the transportation of
equipment loading loose baggages, over-sized baggages, mail
bags, loose cargo carton boxes, etc.
● Obviously, ground handling management has to between the aircraft and the terminal or
deal with very diverse tasks. Preferably, these sorting facility.
operations are performed simultaneously to 7. Belts: they are used mostly to carrying
decrease ground time and thus to increase aircraft smaller loads and baggage when they are
productivity. Airlines pay at the most part for the not packed in containers.
delays that their aircrafts experience. 8. Transporteurs/Transporters: they
● Therefore, they strongly emphasizes the time- facilitate the transport of containers.
efficiency of ground operations provided either by 9. Tractors: they facilitate the transport of
themselves, or the airport authority or independent containers.
companies. It makes the task even tougher for 10. Chocks: are used to prevent an aircraft
ground handlers whose efficiency relies on from moving while parked at the gate or
technology-advanced equipment, coordination of in a hangar. Chocks are placed in the front
staff and information support systems. and back of the wheels of landing gear.
They are made out of hard wood or hard
2. Ramp Services rubber.
● In terms of ground handling equipment, we found 11. Aircraft Tripod Jack: They are used to
out that available products are numerous. It would support a parked aircraft to prevent their
not be very relevant to analyze thoroughly every tail from drooping or even falling to the
company with all their products. ground. When the passengers in the front
● The list below summarizes what equipment is get off an aircraft, the aircraft becomes tail
basically required: heavy and the tail will droop. Using the
1. Tow-bars: they make it possible to tow a jack is optional and not every aircraft need
given aircraft by a tractor which is clipped it.
to the bar. The main advantage is that you Powered Equipments:
 UNIVERSITY OF SANTO TOMAS
COLLEGE OF TOURISM AND HOSPITALITY MANAGEMENT
3TOM5 - Finals Exam Reviewer on Airline Operations Management

12. Refuelers: Aircraft refuelers can be either the amount of preparation (apart from
a self-contained fuel truck, or a hydrant chilling or reheating) required in the air.
truck or cart. Fuel trucks are 19. De/anti-icing vehicles: The procedure of
self-contained, typically containing up to de/anti-icing, protection from fluids
10,000 US gallons of fuel and have their freezing up on aircraft, is done from
own pumps, filters, hoses, and other special vehicles. A hose sprays a special
equipment. mixture that melts current ice on the
13. Tugs and Tractors: The tugs and tractors aircraft and also prevents some ice from
at an airport have several purposes and building up while waiting on the ground.
represent the essential part of ground - This includes services on the ramp or apron, such
support services. They are used to move as:
all equipment that can not move itself. 1. Guiding the aircraft into and out of the
This includes bag carts, mobile air parking position (by way of aircraft
conditioning units, air starters, and marshalling),
lavatory carts. 2. Towing with pushback tractors
14. Ground Power Units: A ground power 3. Lavatory drainage
unit (GPU) is a vehicle capable of 4. Water cartage (typically non-potable for
supplying power to aircraft parked on the lavatory sink use)
ground. Ground power units may also be 5. Air conditioning (more common for
built into the jetway, making it even easier smaller aircraft)
to supply electrical power to aircraft. 6. Airstart units (for starting engines)
15. Buses: are used to move people from the 7. Luggage handling, usually by means of
terminal to either an aircraft or another beltloaders and baggage carts
terminal. 8. Gate checked luggage
16. Container Loader: Container loaders, 9. Air cargo handling, usually by means of
also known as cargo loaders or "K cargo dollies and cargo loaders
loaders", are used for the loading and 10. Catering trucks
unloading of containers and pallets into 11. Refueling, which may be done with a
and out of aircraft. refueling tanker truck or refueling pumper
17. Potable Water Trucks: are special 12. Ground power (so that engines need not
vehicles that provide reliability and be running to provide aircraft power on
consistency in the delivery of quality the ground)
water to an aircraft. The water is filtered 13. Passenger stairs (used instead of an
and protected from the elements while aerobridge or airstairs, some budget
being stored on the vehicle. A pump in the airlines use both to improve turnaround
vehicle assists in moving the water from speed)
the truck to the aircraft. 14. Wheelchair lifts, if required
18. Catering Vehicles: Catering includes the 15. Hydraulic mules (units that provide
unloading of unused food and drink from hydraulic power to an aircraft externally)
the aircraft, and the loading of fresh food 16. Deicing
and drinks for passengers and crew. The
meals are typically delivered in
standardized carts. Meals are prepared
mostly on the ground in order to minimize
 UNIVERSITY OF SANTO TOMAS
COLLEGE OF TOURISM AND HOSPITALITY MANAGEMENT
3TOM5 - Finals Exam Reviewer on Airline Operations Management

[UNIT 3] Airline Operations Organizational administration of different stations or more

Structure Lecture accurately branches.

b.) Ground Handling Services Department

● the term "ground handling" refers to the wide
range of services provided to facilitate an
aircraft flight or aircraft ground repositioning,
preparation for and upon conclusion of a flight
which will include both customer service and
ramp service functions.

Provision of Services
○ Ground handling services may be provided by
airline employees or by third party contractors.
A large airline may still use its own employees
for virtually all ground handling functions at its
Different Airline Departments main base with the possible exceptions of
Airline Operations are mainly divided as follows: refueling and catering if this is judged to be
cost-effective.
1. FLIGHT DEPARTMENTS ○ Customer Service Functions include ticketing,
check in, oversize baggage, baggage sorting,
lobby management, irregular operations, special
a.) Flight Operations department handling needs, gate assignment, lounge
● The Flight Operations department deals with the management, aircraft boarding, aircraft
intricacies of flight operations, preparing the disembarkation and baggage services.
flight routing, and fueling plans, and dealing ○ Ramp Services include: Marshalling, Chocking,
with ATC and related government departments and Connection/Disconnection of Ground
for the smooth operation of flights.Most of the Services, Baggage and Freight Handling,
employees in Operations are licensed category Aircraft Towing, Refueling, Toilet & Water
of employees such as Pilots, Engineers, servicing, Aircraft Cleaning, Catering, Provision
Technicians, and Flight OperationsOfficers. of Documents, Push Back and De-icing

b.) Flight Deck Crew Department c.) Catering Department

● The Flight Deck Crew department is responsible ● The catering department ensures the provision of
for the provision of cockpit crew for each flight. sufficient catering stock (inflight meals) on
board each flight.
c.) Cabin Crew Department d.) Engineering Department

● The Cabin Crew department is responsible for ● Engineering department is in charge of

provision of sufficient cabin crew for each flight. maintaining the fleet of aircraft by providing
personnel and facilities for scheduled and
unscheduled maintenance and overhaul of
2. NON - FLIGHT DEPARTMENT different types of aircraft. They are also
a.) Commercial Department responsible for making (PUTOL)
● Commercial department deals with the sales and
marketing, reservations & ticketing,
customer service and general office
 UNIVERSITY OF SANTO TOMAS
COLLEGE OF TOURISM AND HOSPITALITY MANAGEMENT
3TOM5 - Finals Exam Reviewer on Airline Operations Management

e.) Flight Planning Department

● Planning department deals with renewal of fleet,
plan expansion of network and to recommend
for recruiting sufficient crew and other staff.
f.) Human Resource Department
● HR is responsible for actual recruitment based
on vacancies at various points of airline
operations based on internal assessment.
g.) IT Department
● The IT department provides all computer and
Information technology related support for
smooth operation of any airline.
h.) Security Department
● Security department ensures that everything that
goes into the aircraft is correct as per Air Safety
Guidelines and to provide safety and security of
the airline.
i.) Administration Department
● consists of legal, accounting, finance and
general procurement departments.