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ACE Handout Nov 2019_Rev1 Flipbook PDF
ACE Handout Nov 2019_Rev1
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AIRPORT CORE ESSENTIALS WELCOME TO INDIGO! This workbook is designed to take you through the policies and procedures you would be required to adhere to, in your role at the Airport.
Workbook
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Table of Contents .......................................................................................................................................................................................
1
Table of Contents ........................................................................................................................................................... 2 Objective ........................................................................................................................................................................ 7 Learning outcomes ......................................................................................................................................................... 7 1.
Airline Language...................................................................................................................................................... 8 1.1
Phonetic Alphabets .......................................................................................................................................... 8 1.2
Codes
8
1.2.1
Special Service Request Codes.................................................................................................................. 9
1.2.2
Special Baggage Codes ............................................................................................................................10
1.2.3
Communication Codes: ...........................................................................................................................11
1.2.4
Refreshment/Snack Codes ......................................................................................................................12
1.2.5
Miscellaneous Codes...............................................................................................................................12
1.2.6
City and Airport Codes ............................................................................................................................13
1.3
Airline Terminology ........................................................................................................................................16
1.4
IATA Areas ......................................................................................................................................................20
1.5
World Time.....................................................................................................................................................20
1.5.1
24 hour clock ..........................................................................................................................................20
1.5.2
World Time Zone: ...................................................................................................................................21
1.5.3
UTC/ GMT Time Standard........................................................................................................................22
1.6
Types of Aircraft .............................................................................................................................................25
1.6.1
ATR 72-600 (72 Seats) .............................................................................................................................26
1.6.2
Airbus 320 (Y/180) ..................................................................................................................................27
1.6.3
Airbus 320 (Y/186) ..................................................................................................................................29
1.6.4
Airbus 321 (Y/222) ..................................................................................................................................30
1.7
Types of Flight ................................................................................................................................................31
1.8
Types of Customers: .......................................................................................................................................32
1.8.1
Joining Customers ...................................................................................................................................32
1.8.2
Arriving Customers..................................................................................................................................33
1.8.3
Transfer customers .................................................................................................................................34
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Transit Customers ...................................................................................................................................35
Important Policies ..................................................................................................................................................35 2.1.1
Documents and Forms ............................................................................................................................35
2.2 EDC Process..........................................................................................................................................................38 2.3 Sample Script (Reservation) ..................................................................................................................................39 2.3.1 Sample Script (Ticket print out) ......................................................................................................................40 2.4
Credit Card Policy ...........................................................................................................................................41
2.5 Introducing IndiGo Fare types...............................................................................................................................42 2.6 6E Upgrade...........................................................................................................................................................44 2.7
6E Promise......................................................................................................................................................45
2.8 Cancellations ........................................................................................................................................................45 2.8.1 Cancellation Charges: ....................................................................................................................................46 2.8.2 Refund policy .................................................................................................................................................47 2.1
Behavioral Differentiators:..............................................................................................................................48
2.2
Limited Release Tag ........................................................................................................................................49
2.3
Baggage Policies: ............................................................................................................................................49
2.3.1
Cabin or Hand Baggage ...........................................................................................................................49
2.3.2
Checked-in/Registered Baggage: .............................................................................................................50
2.3.3
Baggage Pooling ......................................................................................................................................51
2.4
Dangerous Goods Regulations ........................................................................................................................52
2.5
Security Regulations and Procedures: .............................................................................................................52 2.5.1
Weapons
52
2.5.2
Weight Restrictions: ................................................................................................................................53
2.5.3
Lids, Aerosols, Gels (LAGs) .......................................................................................................................53
2.6
Baggage Tags and Labels .................................................................................................................................54
2.7
Baggage Allowance and Charges .....................................................................................................................59
2.7.1
Additional Baggage Allowance for Special Handling .................................................................................60
2.7.2
Excess Baggage Charges and its Process ..................................................................................................60
2.7.3
Prepaid Excess Baggage: .........................................................................................................................62
2.7.4
Other Special Baggage:............................................................................................................................63
2.8
Operational Requirements:.............................................................................................................................66
2.9
Documentation Check: ...................................................................................................................................67
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Overbooking.......................................................................................................................................................68
2.11 3.
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Refusal of Carriage..........................................................................................................................................71
Customers requiring special attention ....................................................................................................................71 3.1
Infants
71
12 Customers require special handling ..........................................................................................................................71 12.1 Infants (INF)........................................................................................................................................................71 3.2
Child
74
3.3
Unaccompanied Minor ...................................................................................................................................74
3.4
VIP/CIP/Frequent Travelers:............................................................................................................................75
Customer Recognition Program..................................................................................................................................75 3.5
Extra Seat Customers: .....................................................................................................................................78
3.6
Unruly/Disruptive Customers:.........................................................................................................................78
IndiGo will not tolerate unruly / disruptive customers and will follow the ICAO guidelines on offences and certain other acts committed on-board. These Customers are divided into Three levels: .......................................................78 Unruly/Disruptive Customer................................................................................................................................................... 78 3.7
4.
3.8
Deportee 81
3.9
Crew
82
3.10
Persons with Disability (PWD): ........................................................................................................................82
3.11
Customers Requiring a Wheelchair: ................................................................................................................83
3.12
Passengers Requiring a Stretcher: ...................................................................................................................85
3.13
Customers Traveling with a Guide Dog ............................................................................................................85
3.14
Expectant Mothers: ........................................................................................................................................86
3.15
Self-Offload ....................................................................................................................................................87
3.16
Re-Accommodation ........................................................................................................................................87
Irregular Operations (IROPs): ..................................................................................................................................97 4.1
5.
Inadmissible Customers: .................................................................................................................................80
Denied Boarding Process ................................................................................................................................99
Cabin Seating Considerations: .............................................................................................................................. 102 5.1
Exit Rows: ..................................................................................................................................................... 102
5.2
Seat Charges: ................................................................................................................................................ 103
5.3
Acceptance on EEA ....................................................................................................................................... 104
5.4
Jump Seat ..................................................................................................................................................... 105
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Airport Allocations: .............................................................................................................................................. 105 6.1
Reservations: ................................................................................................................................................ 106
6.2
Floor Walking ............................................................................................................................................... 107
6.2.1
Floor Walker Process............................................................................................................................. 108
6.2.2
Kiosk Check-in ....................................................................................................................................... 109
6.3
Check-in Counters......................................................................................................................................... 110
6.3.1
Pre Check-in Activities: .......................................................................................................................... 110
6.3.2
Check-in Transaction ............................................................................................................................. 110
6.3.3
Manual Check-in ................................................................................................................................... 113
6.4
Baggage Make up Area (BMA)....................................................................................................................... 115
6.4.1
BMA Activities for Gate No Show .......................................................................................................... 116
6.4.2
Baggage Handling System (BHS) ............................................................................................................ 117
6.4.3
Baggage Handling Procedure................................................................................................................. 117
6.4.4
Manual Baggage Handling Procedure: ................................................................................................... 119
6.5
Boarding Gate:.............................................................................................................................................. 120
6.5.1
Pre-boarding Activities: ......................................................................................................................... 120
6.5.2
Priority Boarding ................................................................................................................................... 122
6.5.3
Boarding Standby Customers: ............................................................................................................... 125
6.5.4
Gate No Show: ...................................................................................................................................... 125
6.5.5
Boarding Completed: ............................................................................................................................ 127
6.6
Baggage Break up Area (BBA)........................................................................................................................ 127 6.7
Arrivals: 128
19 Airport Allocations – Arrivals ..................................................................................................................................128 Arrivals Dos and Don’ts (general) ............................................................................................................................. 128 19.1 Pre- Flight Activities .......................................................................................................................................... 129 19.2 Mishandled Baggage......................................................................................................................................... 129 19.2.1 Mishandled baggage – Advise if hold (AHL) ................................................................................................ 129 19.2.1.1 Compensation policy for AHL .................................................................................................................. 130 19.2.2 Mishandled baggage -Damaged Baggage (DPR).............................................................................................. 130 19.2.3 Mishandled baggage - Pilfered Baggage (DPR)................................................................................................ 130 19.2.3.1 Compensation policy for DPR ............................................................................................................................ 130 19.2.3.2 Replacement of baggage ......................................................................................................................... 131
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19.2.4 Unclaimed /Left behind bags (OHD – ON HAND) ............................................................................................ 131 19.3 Carry-on items .............................................................................................................................................. 132 19.4 Arrival End to End process (specific to baggage handling) ................................................................................. 132 21 System Training ......................................................................................................................................................138 21.1 Skyport Commands .......................................................................................................................................... 139 21.1.1 RZ1 is used for two purpose ....................................................................................................................... 142 21.1.2 “WATCH” PROCESS .................................................................................................................................... 142 21.1.3 Through check-in ....................................................................................................................................... 143 21.1.3.1 Through check in process scenarios according to Airports (terminals) ..................................................... 143 22 Codeshare ..........................................................................................................................................................146 23 Timatic ....................................................................................................................................................................165
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Objective The aim of the course is to equip you as an IndiGo – Airport Operations & Customer Service staff, with the required knowledge and skills to handle customers on a flight. This workbook involves the skill and knowledge required to complete check-in and boarding duties for a commercial flight. This includes providing appropriate assistance to customers with special needs, checking the customers, resolving check-in problems, communication with relevant colleagues, boarding customers at boarding gate, resolving boarding problems, receiving arriving customers, processing all required paperwork in accordance with 6E workplace procedure and regulatory requirements.
Learning outcomes • • • • • • • • • • • •
At the end of this course, you will be able to: Greet customer, interact using the correct verbiage and how to handle difficult situations by using Service Tools. Check in customer using Kiosk, Skyport and Go Now application Comply with Domestic and International legal obligations Check-in baggage Respond to problems during check-in Issue boarding Pass and directing customers to security gate Preparing for flight boarding and communicating with relevant staff Greet arrival customers Respond to customer’s problem and direct them to transfers Complete post duty tasks Complete operational tasks
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1. Airline Language 1.1 Phonetic Alphabets LETTER
PHONETICS
LETTER
PHONETICS
LETTER
PHONETICS
LETTER
PHONETICS
A
ALPHA
I
INDIA
Q
QUEBEC
Y
YANKEE
B
BRAVO
J
JULIET
R
ROMEO
Z
ZULU
C
CHARLIE
K
KILO
S
SIERRA
D
DELTA
L
LIMA
T
TANGO
E
ECHO
M
MIKE
U
UNIFORM
F
FOX TROAT
N
NOVEMBER
V
VICTORY
G
GOLF
O
OSCAR
W
WHISKY
H
HOTEL
P
PAPA
X
XRAY
1.2 Codes Every profession has its own language or jargon, which can sound very confusing to an outsider. Airlines are no exception and you will need to learn this new language. Some abbreviations listed below will be spoken, others you will see very often written. It is important to remember that these terms are jargons and you MUST NOT use them when you are talking to customers, as they might not understand you.
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Special Service Request Codes
CODE
DESCRIPTION
BLND
Blind Customer/Pax travelling with Guide Dog
DEAF
Deaf Customer
DEPA
Deportee Accompanied by escort
DEPU
Deportee Unescorted
INAD
Inadmissible Customer
MAAS
Meet and Assist Service
MEDA
Medical Customer
STCR
Stretcher Customer
STUD
Student Fare
SRCT
Senior Citizen Fare
LITE
Lite Fare
WCHC
Wheel Chair Until Cabin: Customer who requires wheelchair to/from the aircraft and cabin seat.
WCHR
Wheel Chair Until Ramp
WCHW
Wheel Chair on wait List
CHLD
Child Customer
DFNS
Defense Customer
HTPC
Hotel Package
FFWD
Fast Forward
MUTE
Dumb Customer
LNGE
Lounge Service
PROM
IndiGo Promise
UMNR
Unaccompanied Minor (Above 05 years – Before 12th Birthday)
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Special Baggage Codes CODE
DESCRIPTION
WEAP
Weapon – firearm/ammunition
XBG1
Excess Baggage for 1KG
XBG2
Excess Baggage for 2KG
XBG3
Excess Baggage for 5KG
XBG4
Excess Baggage for 10KG
XBG5
Excess Baggage for 50KG
XBG6
Excess Baggage for 100KG
XBG7
Excess Baggage for 200KG
XBG8
Excess Baggage for 500KG
XBPA
Prepaid excess Baggage for 5KG
XBPB
Prepaid excess Baggage for 10KG
XBPC
Prepaid excess Baggage for 15KG
XBPD
Prepaid excess Baggage for 30KG
XBHH
Excess Baggage for Lite fare
BULK
Sporting equipment
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Communication Codes: CODE
DESCRIPTION
A/C
Aircraft
AOG
Aircraft on ground
ASAP
As soon as possible
ATA
Actual time of arrival
ATD
Actual time of departure
ETA
Estimated time of arrival
ETD
Estimated time of departure
FYI
For your information
PAX
Customer
SOC
Seat Occupied
STA
Scheduled time of arrival
STD
Scheduled time of departure
TBA
To be advised
LDM
Load distribution manifest
STBY
Standby
OTT
On Time Turnaround
OTP
On Time Performance
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Refreshment/Snack Codes CODE
DESCRIPTION
CPML – to be changed
Corporate Refreshment/Snack
VGML
Vegetarian Refreshment/Snack
NVML
Non – Vegetarian Refreshment/Snack
Miscellaneous Codes CODE
DESCRIPTION
BHS
Baggage Handling System
APIS
Advance Customer Information System
APPS
Advance Customer Processing System
BRS
Baggage Reconciliation System
CIP
Commercially Important Customer
VIP
Very Important Customer
FIDS
Flight Information Display System
FOID
Form of Identification
FQT01/FQT02
Frequent Flyer
NOTOC
Notification To Captain
PNL
Customer Name List
PNR
Customer Name Record
ULD
Unit Load Display
PRNT
Print out fee
CXL
Cancellation fee
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1.2.6 City and Airport Codes Airport codes are widely used in an aviation environment. You will find it in an electronic ticket, the load information of a flight and when you retrieve customer’s name list from the Departure Control System (DCS). Country (State)
City
Airport
Codes
India (Andaman and Nicobar Islands)
Port Blair
Veer Savarkar International Airport
IXZ
India (Andhra Pradesh
Visakhapatnam
Visakhapatnam Airport
VTZ
India (Assam)
Dibrugarh
Dibrugarh Airport
DIB
India (Assam)
Guwahati
Lokpriya Gopinath Bordoloi International Airport
GAU
India (Bihar)
Patna
Lok Nayak Jayaprakash Airport
PAT
India (Chandigarh)
Chandigarh
Chandigarh Airport
IXC
India (Chhattisgarh)
Raipur
Swami Vivekananda Airport
RPR
India (Delhi)
Delhi
Indira Gandhi International Airport
DEL
India (Goa)
Goa
Dabolim Airport
GOI
India (Gujarat)
Ahmedabad
Sardar Vallabhbhai Patel International
AMD
Airport India (Gujarat)
Vadodara
Civil Airport Harni
BDQ
India (Jammu and Kashmir)
Jammu
Jammu Airport
IXJ
India (Jammu and Kashmir)
Srinagar
Srinagar Airport
SXR
India (Jharkhand)
Ranchi
Birsa Munda Airport
IXR
India (Karnataka)
Bangalore
Kempegowda International Airport
BLR
India (Karnataka)
Mangalore
Mangalore
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India (Kerala)
Kochi
Cochin International Airport
COK
India (Kerala)
Kozhikode
Kozhikode International Airport
CCJ
India (Kerala)
Thiruvananthapuram
Trivandrum International Airport
TRV
India (Madhya Pradesh)
Indore
Devi Ahilyabai Holkar Airport
IDR
India (Maharashtra)
Mumbai
Chhatrapati Shivaji International
BOM
Airport India (Maharashtra)
Nagpur
Dr. Babasaheb Ambedkar International
NAG
Airport India (Maharashtra)
Pune
Pune Airport
PNQ
India ( Maharashtra)
Kolhapur
Kolhapur International Airport
KLH
India (Manipur)
Imphal
Tulihal International Airport
IMF
India (Nagaland)
Dimapur
Dimapur Airport
DMU
India (Odisha)
Bhubaneswar
Biju Patnaik International Airport
BBI
India (Punjab)
Amritsar
Sri Guru Ram Dass Jee International
ATQ
Airport India (Rajasthan)
Jaipur
Jaipur International Airport
JAI
India (Rajasthan)
Udaipur
Maharana Pratap Airport
UDR
India (Tamil Nadu)
Chennai
Chennai International Airport
MAA
India (Tamil Nadu)
Coimbatore
Coimbatore International Airport
CJB
India (Tamil Nadu)
Madurai
Madurai Airport
IXM
India ( Tamil Nadu)
Tiruchirappalli
Tiruchirappalli International Airport
TRZ
India ( Andhra Pradesh)
Tirupati
Tirupati International Airport
TIR
India ( Andhra Pradesh)
Rajamundry
Rajamundry Airport
RJA
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India ( Andhra Pradesh)
Vijayawada
Vijayawada International Airport
VGA
India ( Karnataka)
Hubli
Hubli Airport
HBX
India (Madhya Pradesh)
Jabalpur
Jabalpur Airport
JLR
India (Telangana)
Hyderabad
Rajiv Gandhi International Airport
HYD
India ( Assam)
Jorhat
Rowriah Airport
JRH
India (Tripura)
Agartala
Agartala Airport
IXA
India (Uttarakhand)
Dehradun
Jolly Grant Airport
DED
India ( Uttar Pradesh)
Allahabad
Allahabad Airport
IXD
India (Uttar Pradesh)
Lucknow
Chaudhary Charan Singh International
LKO
Airport India (Uttar Pradesh)
Varanasi
Lal Bahadur Shastri International
VNS
Airport India (West Bengal)
Bagdogra
Bagdogra Airport
IXB
India (West Bengal)
Kolkata
Netaji Subhash Chandra Bose International Airport
CCU
Nepal
Kathmandu
Tribhuvan International Airport
KTM
Oman
Muscat
Muscat International Airport
MCT
Qatar
Doha
Hamad International Airport
DOH
Singapore
Singapore
Singapore Changi Airport
SIN
Thailand
Bangkok
Suvarnabhumi Airport
BKK
UAE
Dubai
Dubai International Airport
DXB
UAE
Sharjah
Sharjah international Airport
SHJ
SriLanka
Colombo
Bandaranike International Airport
CMB
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1.3 Airline Terminology Aerodrome- A defined area on land or water intended to be used for arrival or departures and surface movement of the aircraft. Which comprises of runway taxiway and apron. Airside – The movement area of an airport, adjacent terrain and buildings or portions thereof, access to which is restricted/controlled. Apron (RAMP) – A defined area on a land aerodrome provided for the stationing of the aircraft for embarkation or disembarkation of passengers, the loading and unloading of cargo, and for parking. Booking – means a booking made in IndiGo’s database subject to the receipt by IndiGo, of the full payment, which is the primary record of the reservation. Conditions of Carriage – means these conditions, i.e. the contract which governs the carriage of Customers on IndiGo Carriers for domestic air travel and terms of Bookings made by Customers, as are available on IndiGo’s website and are incorporated by reference in the Itinerary/Receipt/Invoice delivered with the Customer’s Booking and notices or communications provided to Customers from time to time. The Conditions of Carriage are subject to changes as may be introduced by IndiGo from time to time. Connected Segments – Segment means sector operated by any flight. Connecting segment is the connectivity offered by IndiGo between two Flight Segments operated by IndiGo. GST - means tax leviable on provision of goods and services (Goods and services tax) ICAO – International Civil Aviation Organization. A specialized agent of the United Nations, Represented by Airport Authorities, Conducts research and develops International Air Law. IATA – International Air Transport Association. Trade association of airlines, Represent, lead and serve the Airline Industry, IATA is responsible for coordination between airlines and economic growth of the airlines. Airline rules and regulations are defined by IATA o o
ACTIVE MEMBERS ASSOCIATE MEMBERS
Directorate General of Civil Aviation (DGCA) - Implements, controls, and supervises Airworthiness standards, Safety operations, Crew training in India, Registration of civil aircraft. Bureau of Civil Aviation Security (BCAS) - Monitors implementation of security rules and regulations and carrying out survey of security needs, Plans and coordinates Aviation Security (AVSEC) matter, Issues Airport Entry Permit (AEP). Aircraft Position/Navigation Lights- All aircraft are equipped with a steady light at the leading edge of each wingtip and an anti-collision beacon at the top of the fuselage. Port Side
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Indicated by steady Red light at left wingtip Starboard side Indicated by steady Green light at right wingtip Anti-collision beacon Indicated by a rotating Reddish light on the top & bottom of the Fuselage The different colors make it possible for an outside observer, such as the pilot of another aircraft, to determine which direction the plane is maneuvering. Adult – A person who has reached their 12th birthday as of the date of commencement of travel. Baggage identification tag – Also known as baggage claim tag, this is the portion of the destination or primary tag given to the customer as a receipt for their checked baggage. Baggage tag – It is a primary tag used as an identification of the customer’s checked baggage. Issued by the carrier with the name of the customer, tag no, sequence number, flight number, date of travel and destination printed on the tag and attached to the checked baggage. Chocks-on – The A/C after landing & taxing through the taxiway reaches the designated bay. The A/C is marshaled in by the marshaller and brought to a halt & the time at which the safety chocks are placed is known as chocks-on. Chocks-off – The A/C after all activities, ie. Boarding, baggage loading, fueling etc, is ready for departure with all the doors closed. The point when the safety chocks are removed & aircraft moves from the bay is known as Chocks-off. Carrier/ Airline – The air transport provider issuing the ticket to carry or undertake to carry the customer and his baggage and \ or perform any other service related to such air transport. Child – A person who is above 02 years of age but has not reached his/her 12th birthday on the date of travel. Domestic Sector – Travel in which the points of departure, stopover and destination are within the same country. Fare – The amount charged by the carrier for the carriage of customer. Flight Interruption/IROP – Any unprecedented change to a scheduled flight due to cancellation or delay Free baggage allowance – The maximum weight of baggage which can be carried by a customer without incurring additional charges.
As per IndiGo standard baggage policy – all the pax travelling on domestic sector will be allowed to carry 15kgs, International 20kgs/30kgs respectively as baggage allowance. NOTE: on should always keep in mind service partners health and safety per piece weight restriction. Under this regulation each piece MUST NOT exceed 32kgs irrespective of the free baggage allowance.
General Declaration – A declaration submitted by an airline to declare the details of flight crew operating onboard an aircraft to facilitate landside formalities.
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Highlights for the process :
For flights departing from India to AUH,DOH,DXB,KWI,MCT,SHJ,SIN,BKK,HKG,JED,KUL, HKT, the Indian Immigration stamp is not required on GD copies to be given on board. However these GD copies shall require IndiGo stamp. For purpose of records, the GD copies shall be stamped by the Indian Immigration after flight departure. For flights departing from India to rest of the foreign locations mentioned in table below, the Indian Immigration stamped GD copy must be given on board. Keeping the dynamic crew pattern in mind, Indian Airports must ensure at least 06 GD copies are handed over to crew. Reference table for International GD Process :Indian Immigration stamp is not required on GD (EX Indian Ports)
Indian Immigration stamped required on GD (Ex Indian Ports)
AUH
KTM
DOH
CMB
DXB
IST
KWI
MLE
MCT
DAC
SHJ SIN BKK HKG JED KUL HKT The above mentioned is for your information and further dissemination as deemed fit. Inadmissible customer ( INAD) – A customer who is refused to enter into country by authorities( usually by local immigrations) or who is refused onward carriage by an airline or government authority by a point of transfer, e.g due to a lack of visa, expired passport, etc. Identity document – An official document issued by the national authority of the issuing country, most common form is the passport for the international travel and driving license, Aadar card etc for domestic travel. Infant – A person who has not reached his or her 2nd birthday as of the date of commencement of travel.
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International sector – Carriage or travel between two or more sovereign states or nations. Journey – The sum of all portions from beginning to end of a customer’s trip, even though separated by gap(s). Jumpseat – These are small foldable seats located at various points in a aircraft. These are meant for crew members during take-off and landing. Commercial customers are not accepted for travel on these seats. Last Minute Change ( LMC) – Information regarding the customer and his baggage accepted or offloaded after the closure of the check-in. It is vital that such changes are immediately conveyed to the supervisor, departure control, boarding gate and load control. Loadsheet – It contains weight and balance data pertaining to a flight, including the weight of the aircraft, crew, pantry, fuel, customers, baggage, cargo and mail. Where necessary, it also contains details of the distribution of this load. Misconnection – A customer who due to late arrival or non- operation of his original flight, arrived late at the transfer point and missed the connecting flight. No Record (NOREC) – A customer holding an OK status ticket but not booked on the scheduled/ticketed flight and who may be accepted depending on the load and space available on the flight. No-Show – A customer who fails to use the reservation of the scheduled flight for reasons other than misconnection. Origin – The starting place of the journey as shown on the customer ticket. Deportee – A person formally ordered by the local authorities to be removed from the country after having entered the country. Customer/Customer – Any person, except member of the crew, travelling in an aircraft with the consent of the carrier. Customer Name Record (PNR) – or Reference Number/Booking Reference. It is record of each customer’s travel requirements which contains all necessary information about the customer. Customer Manifest – A report that contains the details of customers onboard an aircraft. Refund – The return of payment to the purchaser of all or a portion of a fare, rate of charge for unused carriage of service. Routing – A detailed list of a customer’s travel. This list may include the carrier, the cities, the class of service, the type of aircraft on which the transportation is provided between two points. Sector – A portion of the journey covered by a single flight, commonly known as “From/To”. Taxiing - It is the movement of an aircraft with its own power from wherever it is parked at the airport to the runway where it will take off, or vice versa after landing. Taxiing In – It means when a plane lands and moves towards the terminal. Taxiing Out – It means when a plane moves towards the runway to take off. Transfer – A change from the service of one carrier (bearing a flight number) to the service of another carrier or the same carrier (bearing a different flight number).
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Visa – It is an entry in a passport or other travel documents to enable a customer to enter or transit other countries. It is issued by a government authority to indicate that the bearer has been granted authority to enter or re-enter the concerned country. Also known as visitor’s Intended Stay Abroad.
1.4 IATA Areas
These area are also known as IATA TRAFFIC CONFERENCE AREA AREA 1 – North America and South America AREA 2 – Europe, Middle East and Africa AREA 3 – Asia, Australia and New Zealand IATA Traffic Conference Areas - Develops passenger fares and related conditions in the respective areas
1.5 World Time 1.5.1
24 hour clock
Airlines timetables are based on the 24-hour clock. In the 24- hour clock system, times are expressed from 0001 to 2400hrs. Examples: AM/PM
24 – Hour Clock
12:00 am
0000
12:00 pm
1200
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12:05 am
0005
12:05 pm
1205
04:30 am
0430
04:30 pm
1630
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Exercise: AM/PM
24 – Hour Clock
1:35 am 1445 7:45pm 0055
1.5.2
World Time Zone:
A time zone is a region of the globe that observes a uniform standard time for legal, commercial, and social purposes. Time zones tend to follow the boundaries of countries and their subdivisions because it is convenient for area in close commercials or other communication to keep the same time.
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UTC/ GMT Time Standard
1. Coordinated Universal Time ( UTC) is the primary time standards by which the world regulates clocks and time. The point that serves as the origin of this system is called Greenwich Mean Time ( GMT). This is known as UTC. 2. UTC is also the time standards used in aviation, e.g for the flight plans and air control clearances. Weather forecasts and maps all use UTC to avoid confusion about time zones and daylight saving time. The International Space Station also uses UTC as a time standard. 3. UTC originates in the United Kingdom. The Prime Meridian at 0 degrees runs through from North Pole to South Pole. Meridians that fall on the East are Plus (+) and those that fall on the west are Minus (-) the time difference between each time zone is one hour. 4. Example: 5. If UTC is 0300 hours, What is the time in India? 6. India falls on the east and we are ( +530). This means that the local time is 5 ½ hours ahead of UTC. 7. UTC is 0300hrs; India time zone is +530 8. Therefore, India is 0300 + 0530 = 0830hrs
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Country
Time Difference with India
THAILAND
1:30 Hours ahead of India
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UAE
1:30 Hours behind India
OMAN
1:30 Hours behind India
NEPAL
0:15 Hours ahead of India
SINGAPORE
2:30 Hours ahead of India
QATAR
2:30 hours behind of India
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Human Factor:
What is stress? We experience ‘fatigue’ after intense physical or mental effort. Fatigue comes from consuming our physical or mental resources. Our resources, mental and physical, are like fuel in a car. During a normal day, we consume our fuel at a fairly constant level (like being in ‘cruise mode’ on the highway). But if we have to go faster or if we have to work harder, then just like a car, we will consume our fuel more quickly. The result is obvious: No fuel, no go! We will talk about how to ‘refuel’ shortly. Signs of Fatigue Feeling of tiredness Drop of performance accumulates with time
Fatigue effects Vision and Memory Decision making Poor Communication Muscular Strength
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Effects of stress: -
Trouble concentrating Apathy Muscle tension Skin irritation Stomach problems Anger Anxiety Headaches
How to manage stress? -
Track your stressors Develop healthy responses Establish Boundaries Take time to recharge Learn how to relax Talk to your supervisor Get some support
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1.6 Types of Aircraft: IndiGo operated 3 types of Aircraft: ATR 72-600, Airbus 320 and Airbus 321.
ATR 72-600
Airbus 320
Airbus 321
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ATR 72-600 (72 Seats)
19
Configuration Jump Seat Jump seat location Emergency exit row Emergency exits Infants
Y/74 01/02 01 FWD,01 AFT 01st & 02nd Row L1,R1,L2,R2 Flying over land –Maximum 17 Flying over sea – maximum 06
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Non- Reclining Seats for WCHC/R(02 per flight) Cargo Holds STCR Firearms & weapons PETC/Guide Dog Toilets Boarding/Deboarding
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All seats 18 & 19 row Fwd Holds – RH,LH,AFT Hold Not allowed Not allowed Not allowed 01(01 Aft) 01( L2)
Notes:
1.6.2
Airbus 320 (Y/180)
Configuration Y/180
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Jump seat cabin Jump seat location Emergency exit row Entry Infants Non- Reclining rows Number of rows Seats for WCHC/R(04 per flight) Cargo Holds Toilets Exit
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06 (Only 04 in “D” series A/C) 02 FWD,04 AFT 12th & 13th Row 04(L1,R1,L2,R2) Flying over Land –Maximum 19 Flying over sea – 12 11,12 & 30 30 Any row except EEA C1,C3,C4,C5 03(01 Fwd, 02Aft) 08(L1, L2,L3,L4 & R1,R2,R3,R4)
Notes:
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Airbus 320 (Y/186)
31
Configuration Jump seat cabin Jump seat location Emergency exit row Entry Infants Non- Reclining rows Number of rows Seats for WCHC/R(04 per flight)
Y/186 06 (Only 04 in “D” series A/C) 02 FWD,04 AFT 12th & 13th Row 04(L1,R1,L2,R2) Flying over Land –Maximum 19 Flying over sea – 12 11,12 & 30 31 Any row except EEA
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Cargo Holds Toilets Exit
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C1,C3,C4,C5 03(01 Fwd, 02Aft) 08(L1, L2,L3,L4 & R1,R2,R3,R4)
Notes:
1.6.4
Airbus 321 (Y/222)
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Configuration Jump seat cabin Jump seat location Emergency exit row Entry Infants Non- Reclining rows No of Rows Seats for WCHC/R(05 per flight) Cargo Holds Toilets Exit
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Y/222 06 02 FWD, 02 Mid Exit, 02AFT 17th , 18th & 27th Row 04(L1,R1,L4,R4) Flying above land –Maximum 19 Flying above sea – 12 16th , 17th ,26th 37 Any row except EEA FWD, AFT and Bulk cargo compartments 03 (01 Fwd, 02 Aft) 12( 02 Cockpit sliding windows, L1, OWE 1L, OWE 2L, L3,L4 & R1, OWE 1L, OWE 2R, R3,R4)
1.7 Types of Flight: 1. Direct Flight or Non-stop Flight A non-stop flight is no extra stop between departure and arrival. e.g. 6E 171 6E 53
DEL BOM MAA SIN
0 in front of destination means direct or non- stop flight in skyport (Check-in software) 2. Transit Flight A transit flight is a flight that makes a short stopover in one station before it continues to the next station. When on ground, the aircraft will be serviced, e.g refueled and cleaned. Usually a new set of same flight number on arrival and departure station. e.g. 6E 251 DEL IMF GAU
1 in front of destination means there is 1 stop over or transit flight in skyport (Check-in software) 3. Connecting Flight A connecting flight is a flight in which there are two or more aircraft involved in taking the customers to their respective destinations. The flight number would never be the same. On arrival the customer needs to de-board and has to catch an onward flight. e.g
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6E 443 6E 53
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MAA MAA SIN
X in front of destination means connecting flights in skyport (Check-in software)
1.8 Types of Customers: 1.8.1
Joining Customers
Joining customers check-in at the origin station and are issued with boarding passes for the flight.
Customer arrives at the airport
Check in formalities are completed at the origin station
Excess baggage payment in case the weight of the bag exceeds allowance
Customer clears SHA/Immigration
Duty free Shopping
Waiting area
Food/Beverages
Customer reports at the designated boarding gate
Coach
Aerobridge
Customer boards the aircraft
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Aircraft departs
1.8.2
Arriving Customers
Arriving customers are the ones whose final destination is your station. They will clear through immigration and health inspection in case of international. After collecting their bags, Customers will go through the customs inspection in case of international else a customer will exit from the arrival hall. Flight arrives
Customer disembarks Aerobridge
Coach Customer reaches the arrival hall
Customer clears immigration Duty free
Inadmissible Customer picks up his/her check-in luggage Lost & found counter for baggage irregularities
Bond for dutiable items Custom clearance
Exit arrival hall
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Transfer customers
Transfer customers are also known as connecting flight customers. Their final destination is not your station, customers are transferring to another flight, and then continue their journey to their next/final destination. Flight arrives
Customer disembarks Aerobridge
Coach Customer reaches the arrival hall
Is the customer checked in for the next flight?
Yes
Customer proceeds straight to the boarding gate of the next flight
No
Customer proceeds to the transfer/check-in counter to check-in for the next flight
Customer reports at the designated boarding gate
Coach
Aerobridge
Customer boards the aircraft
Aircraft departs
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Transit Customers
Transit customers will never disembark from the flight while the aircraft is being serviced. They will continue their journey with the same aircraft they arrive with. Arriving Customers
Flight arrives
Disembarks
Transit
Remain seated Aerobridge
Coach Arrival hall
Boarding starts for joining customers
Flight departs
2. Important Policies 2.1.1 Documents and Forms Reservation Slip: To be given to the customer once he confirms to make a booking so that we can collect the right information regarding the booking. 6E Itinerary: It has a complete detailing regarding the travel of the customer on a particular PNR. EDC Slip: This is a system generated receipt of the EDC machine when we use the Credit/Debit card of a customer to charge him.
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Please note: Ticket printout fee (Rs 50) is charged when the customer asks for an extra printout once the booking is made or the passenger doesn’t have a softcopy and wants to enter inside the terminal . Under any circumstance PRNT fee should not be charged for a fresh booking or booking modified at the airport. Cash Deposit & Denomination slip: At the end of the shift, when tallying the total cash sales of the day for the staff. The particular staff fills the denominations & rest of the details & deposits the amount to the finance team/ICD (Intelligent cash deposit) machine. UNMR form: When a UMNR is travelling, the parent/guardian has to fill a particular form which will contain all the details of the parent/guardian at departure & arrival. NEFT Form: Any cash refund/compensation above 700 INR will be processed through NEFT transaction. The staff has to get this NEFT form filled from the customer which has the account details of the customer so that the finance team can process the refund/compensation through NEFT.
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2.2 EDC Process
Electronic Data Capturing machine is used while accepting payments from the customer through Credit/Debit Cards. Step 1: Insert/Swipe the card depending upon the type of card (Chip card/Magnetic strip card). Step 2: Put in the desired amount (remember the machine picks up 2 decimal points, so put in 2 extra zeroes always). Step 3: Allow the customer to input the pin no. Step 4: The machine prints 2 receipts, 1st is a Merchant copy, 2nd is a Customer copy
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2.3 Sample Script (Reservation) Welcome to “The 6E Way” .We believe in delighting our customers through “Customer First”approach. Our positive actions have a long lasting impact on our customers. Small steps taken care of will help us build an excellent customer experience. How we treat our customers determines their treatment by us.
Reservation – The 6E Way Smile, Greet and Welcome the Customer
Good Morning/ Good Afternoon/Good Evening Sir or Ma’am. Welcome to IndiGo . How May I help you ?
Booking Details Enquiry
May I know the destination, date, time preference and no. of customers please?
Offering Options
Mr. Chopra, the flight is at 1600hrs on the 16th of Oct 2017 to DEL and the ticket fare is 10,000/- per customer. The total Fare is 20,000/- Offer Lite, Regular and Flexi Fares.
Fill the reservation slip
Mr. Chopra, May I request you to please fill the reservation slip?
Ask for SSR Additions
Mr. Chopra would you like to block an XL or another seat along with prepaid refreshments/snacks?
Confirm Mode of Payment
Mr. Chopra would you like to pay by cash or card?
Inform the Fare Rules before Confirming the PNR
Mr. Chopra I would like to confirm the fare rules before confirming your booking. The flight is at 1600hrs on the 16th of Oct 2017 from BOM to DEL and the ticket fare is 10,000/- per customer. The total Fare is 20,000/- for 2 customers, Mr Abel Anthony & Mr Pankit Chopra . Contact no. of Mr. Pankit Chopra is 9888000000 and email id is [email protected]. Free check-in Baggage allowance is 15kgs and Hand Baggage allowance is 7 kgs. Additional check-in baggage charges are 300/- per kg. Cancellation and Changes to booking is allowed up to 2 hours prior to departure. Check-in counter opens 2 hours prior to departure and closes 45mins prior to departure. Please carry a valid ID proof at the time of check in and for international travel, a valid passport and visa, if applicable.
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2.3.1 Sample Script (Ticket print out)
Print out Customer approaching for printout
Good Morning/ Good Afternoon/Good Evening Sir or Ma’am. Welcome to IndiGo .How May I help you?
Printout Charges
Mr. Chopra there would be a charge of 50/- rupees for a printout.
Customer upset about the charges
Mr. Chopra I understand your concern. It’s a part of our go green initiative. However you can enter the airport with the soft copy of your itinerary.
Mr. Chopra the charges are applicable for a printout, and if you have access your email ID, I will send an email with the soft copy of the ticket, which you can enter with at the airport. Otherwise the Paper Printout will cost Rs.50.
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2.4 Credit Card Policy If a Customer makes a booking through his domestic credit card: Customer is required to present the credit card or photo copy of the credit card used to pay for the booking, at the time of check in. Customer has the option of paying the reservation cost in an alternate mode, in case original card/photocopy is not available. Any failure to do so shall result in IndiGo denying boarding privileges to the customer. If a customer makes a booking through his international credit card:
When a customer makes a booking through an international credit card, he/she must be a part of the travelling party and carry the original credit card for verification at the time of check-in. Ticket Fraud Prevention: If a stolen or fraud card or ticket is found, then: Keep/confiscate the ticket.
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Alert the supervisor. Supervisor to call ISC – FCU (Fraud Control Unit) and give a detailed overview
2.5 Introducing IndiGo Fare types 1) Lite Fare- This s “hand-baggage only 2) Flexible Fare- Is fare that allows unlimited changes and free seating, including extra legroom seats, if available. Lite Fare (New)
Regular Fare
Flexible Fare (New)
Hand Baggage
1 bag up to 7kgs
1 bag up to 7kgs
1 bag up to 7kgs
Check-in Baggage
Nil. In case the customer reports at the airport with bags to check in, a fee of Rs. 200 will be charged for 15 kgs baggage allowance
15/ 20 kgs for Domestic/ International (30kgs for Dubai, Doha Muscat Flights)
15/ 20 kgs for Domestic/ International (30kgs for Dubai, Doha, Muscat Flights)
Change Fee
Rs. 2,500 or Airfare charges, whichever is lower.
Rs. 2,500/ Rs. 3,500 (Domestic/ International) or Airfare charges, whichever is lower.
Nil for any number of changes. Fare difference may apply.
Cancellation Fee
Rs. 3000 or Airfare charges, whichever is lower. (Domestic)
Rs.3000/ Rs. 4500 or Airfare charges, whichever is lower. (Domestic/ International)
Rs. 3000/ Rs. 4500 or Airfare charges, whichever is lower. (Domestic/ International)
Seating
Paid
Paid
Free, including extra legroom seats if available.
Applicability
Domestic only, subject to availability. Not available on connections. 14 days advance purchase restrictions apply.
Domestic and International
Domestic and International. Not available on connections.
Special Services Pre booking Meal: 1.
Customers will be able to pre-book their specific choice of Snacks until 24 hours prior to their departure through IndiGo website or IndiGo mobile app only 2. This option is not available for corporate (CPML) customers
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Only snack choice can be booked online and the beverage option will be subject to availability on board. ATR sectors are out of scope. Meal pre-booking on short sectors will be out of scope (as per current process). Meal booking restrictions for connecting/via flights (as per current process) will be out of scope. All restrictions and rules already built in system will apply e.g., Hot snacks and hot beverages are not available on flights under 60 minutes.
Meal codes available online: New Menu item with Codes CHFR - Chinese Fried Rice (Ready to Eat) CHCH - Chole Chawal (Ready to Eat) MASP - Makhana salt and pepper (Munchies) SMAL - Smoked Almonds (Munchies) Already available Menu with codes TCSW -Tomato Cucumber Cheese And Lettuce Sandwich PTSW - Paneer Tikka Sandwich CTSW - Chicken Tikka Sandwich CJSW - Chicken Junglee Sandwich In Marble Bread SACH - Sambar Chawal POHA - Poha UPMA - Rava Upma VBIR – Vegetarian Biryani DACH – Dal Chawal
Service type Features Available Sectors Channels for purchase Service Fee SSR
6E Flex Unlimited change + Cancelation Domestic & International Web and App Domestic – 999 International – 1299 IGFL
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Please note: The above mentioned Fares are also available for passengers, if they wish to book their tickets from IndiGo’s website.
Selling Options
Identification in system
To be sold on all Channels- Web, API, Call Centre, Mobile App
Product Class "J”. Flexible fare
To be sold on all Channels- Web, API, Call Centre, Airports, Mobile App
SSR – LITE( Lite Fare)
Sale at IndiGo website
SSR – STUD( Student fare) checkin baggage allowance 25 kgs
Sale at IndiGo website only
SSR – SRCT( Senior citizen)
Age Criteria
NA
NA
Minimum age Criteria 12 Years
Minimum age Criteria 60 Years
Web Check
Allowed
Allowed
Not Allowed
Not Allowed
PNR under Watch Queue
Navitaire Handling
Vedaleon Handling
NA
Perform regular check-in
Perform regular Checkin
NA
Skyspeed screenshots on how to book is attached
Perform regular checkin. If pax comes with check-in baggage , staff to add a fixed fee of Rs 200 in Skyspeed and generate receipt through Vedaleon
Yes
Unlock PNR by checking valid photo id & perform regular Check-in
Unlock PNR in skyport by checking valid photo id and then perform regular check-in
Yes
Unlock PNR by checking valid photo id & perform regular Check-in
Unlock PNR in skyport by checking valid photo id and then perform regular check-in
2.6 6E Upgrade This service is available only on our website/travel agent with a charge of Rs. 2500 per customer per segment for Domestic and Rs. 3000 per customer per segment for international. Benefit: Customers will be able to make unlimited changes or cancel his/her PNR, no cancellation fee will be charged. However the difference in the fare will be applicable. The salient terms and conditions for a customer who is opting for 6E Upgrade is as follows:
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•
The 6E upgrade Fee is non-refundable. In case of a cancellation, this fee will not be refunded. However, no additional cancellation fee will apply. Difference in the fare may apply.
•
This service will be currently available on all non-stop & via flights on the domestic network.
• • •
The fee will be applied to all the customers and all the flights for the booking. This facility can be purchased online and through travel agents only at the time of booking. To avail the benefits of no charge or cancellation fee, customers must make changes or cancel online through the travel agent from whom the booking was made, also include comfort by offering a choice of seat and a meal on-board.
•
In case customers choose to make changes or cancel at the call center or airports, the applicable change or cancellation fee will be charged. 6E upgrade can be added while making the booking on our website/travel agent. 6E upgrade cannot be added to an existing PNR.
2.7 6E Promise 6E promise- If purchased by a passenger @ Rs 49 is a service that protects our passengers against Flight Delays, Cancellations & Baggage Loss in the below mentioned ways. Benefits of 6E Promise Delay
Travel Voucher
If flight is delayed for more than 60 Mins > 120 mins If flight is delayed for more than 120 Mins If flight is XXLD
Rs 500 Rs 1000 Rs 1000
If a passenger baggage, is declared lost and he or she has purchased IndiGo Promise, the compensation offered to the passenger will be at Rs 438 per kg as compared to Rs 350 per Kg for those passengers who have not purchased 6E Promise. 6E Promise will be available for sale through all channels except the airport and the travel vouchers that are to be issued to the passengers will be done through automation at the backend.
6E Prime Passengers booking IndiGo flights have an option to buy ‘6E Prime’ which entitles each passenger to the following services upon payment of Fees: (i) seat selection (except for seats in Row 1), (ii) snack (one food item and one beverage as selected at the time of purchasing 6E Prime. If no selection is made, a snack and beverage available on the flight shall be served), and (iii) Fast Forward. 6E Prime is not available for group bookings.
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Fees payable towards 6E Prime (inclusive of taxes) is as follows (“Fees”): ₹799/- (Rupees Seven Hundred and Ninety Nine Only) per passenger per sector, in case of domestic travel; and ₹1,199/- (Rupees One Thousand One Hundred Ninenty Nine Only) per passenger per sector, in case of international travel.
With effect from 01st Sep 2019, IndiGo extends Fast Forward & 6E Prime (Sale open at Website only) services to more airports. Fast Forward Station International
Station Code
Applicable
Sales channel
HKG,IST,MLE & HKT
For all flights
Website & Call Centre
Domestic
LKO,CNN,IXD,JRH,SHL & TIR
For all flights including international
Website, Airport & Call Centre
2.9 Lounge IndiGo has tied up with Dream Folks to provide lounge services to customers at the airports within and outside India. Below is the airport flow that will be in place with this tie-up being introduced which will be effective 11th November. Airport Flow
Dream Folks lounge services will only be available for sale through the website. If the customer purchases the same DLNG SSR will get attached to booking and the customer will receive an E-certificate on E-mail or SMS post booking of DLNG At the airport, check-in agents to only perform check-in functionality of these customers. The DLNG SSR will not be printed on the boarding pass and manifest and neither is any stamping on the boarding pass is required if DLNG is booked. Customer will directly go to the lounge provider where they will scan the E-certificate with QR code scanner and validate the authenticity of the lounge access E-certificate. In case of any customer queries the customer to be guided towards the call center. At the airport the DLNG cannot be sold and added through the reservation system in case of re-bookings, IROPs, etc.
2.10 CPTR- Corporate Traveler A new code has been created to identify Corporate customers (CPTR - Corporate Traveler). This code is only an identifier for a corporate customer. 2. Some customers will also have the current CPML code, but only till 30th September 2019. Effective 1st October 2019, CPML code will be used as SSR code which will mean a complementary snack and a non-alcoholic beverage (this customer is not a corporate customer and free seat change to XL row will not be applicable)
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3. CPTR code will always be associated with a 4 letter snack code; example- when you see CPTR SAMS (CPTR + 4 letter Meal Code), this means a corporate customer has pre-booked a specific snack such as samosa and nonalcoholic beverage 4. You will also see CPTR CPML code which will mean that the corporate customer has not pre-booked a specific snack and shall be entitled for one complementary snack and beverage available on board
Please refer to the grid below for your reference on their respective entitlements: SSR CPML (Till 30th September 19)
CPTR + CPML
Meal Entitlements One complementary snack & One nonalcoholic Beverage or Two non-alcoholic Beverages and upgrade to XL row free of cost till 30 Sep’19 One complementary snack & One nonalcoholic Beverage or Two non-alcoholic Beverages.
CPTR + 4 letter meal Code
Complementary specific pre booked snack & One non-alcoholic Beverage
CPML (effective 1st Oct19)
Complementary one Snack & One nonalcoholic Beverage Not entitled for free upgrade to XL rows
Additional Entitlements All existing CPML entitlements to be given till 30 Sep’19 only
Shift fees are Rs1000/Hand baggage allowance – 10 kgs Changes & Cancellation up to 1hr prior departure, no change & cancellation fee is applicable All XL Row Seats are free of cost Shift fees are Rs1000/Hand baggage allowance – 10 kgs Changes & Cancellation up to 1hr prior departure, no change & cancellation fee is applicable All XL Row Seats are free of cost
Withdrawal of all additional entitlements effective 01 Oct’19 No additional entitlement
Also, please Refer to the new Snack Codes effective 16th September 2019: S.No. 1 2 3 4
Snack Code SCSW SAMS MMPA APPA
Description Spinach Corn Sandwich Samosa Murg Ka Mokul Paratha Achari Paneer Paratha
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Cancellations Voluntary
Customer Cancels
Involuntary IndiGo cancels Operational Weather Delay Technical Reasons
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Option Rebooking Credit Shell Refund
Rebooking Credit Shell Refund Charge – Fee for domestic & international as per the table below
No fee or fare difference charged
Up to 4 hours prior to departure (international) & up to 2 hrs. 2 or more hours of delay or cancellation prior to departure(domestic) Change in sector/date/flight time is allowed, Number of Customers cannot be changed
Change in sector/ re-routing not allowed.
2.9.1 Cancellation Charges: Domestic Days before the flight when the cancellation or change is made.
Change or cancellation fee
0-2 hrs before the scheduled departure
Entire Airfare Charges. Only government/ airport taxes and fees will be refunded Rs. 3000 per Customer per segment cancellation and Rs. 2500 change fee per Customer per segment
2hrs – More
International Days before the flight when the cancellation or change is made
Change or Cancellation Fee
0-4 hours before the scheduled departure
Entire Airfare Charges. Only government/ airport taxes and fees will be refunded
Change for more than 4 hrs
Rs. 3500 per Customer per segment (Change fee) and 4500 INR Per customer per segment is cancellation fees
Customers can now claim no-show tax refund online for un-utilized ticket. This is an automated refund process. On the website, under the “travel information” section, click on “Refund”. This will lead to questions related to refunds, no-show refund being one of them.
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“Conditions of Carriage” is also updated on the website. Airports / call center can inform the customers to logon to the website and claim the tax for un-utilized tickets. (Manual process of queuing the PNR upon customer’s request for tax is still available with new skies users).
Domestic
International
Current charges
Revised charges
Revised charges
Regular fares
1000 INR
1500 INR
Not Applicable
Coupon / Corporate / SME
600 INR
1000 INR
Not Applicable
1000 INR
1500 INR
2500 INR
2.12 FAST FORWARD, SHIFT and NMOVE FEE
SHIFT FEE All fare class except Group Booking NMOVE FEE
(Now this has also been extended to Defense Fare, Senior Citizen Fare and Student Fare)
FAST FORWARD PRICE REVISION Airport Fast Forward Current Rate New Rate Domestic (INR) 450 400 International 650 600 (INR)
2.2.1 Refund policy: Upon failure by IndiGo to provide carriage in accordance with these conditions of carriage or where a customer requests a voluntary change of his arrangements, a refund for an unused booking, or a portion thereof shall be made by IndiGo in accordance with this article and IndiGo’s regulations, after deducting the applicable fees, charges and taxes . Refund against the residual value after deduction of the applicable fee will be made available as per the following: 1. For Bookings made through credit/debit cards, the refund will be processed to the credit/debit card. 2. For Bookings made through net banking, the refund will be processed to the same bank account. 3. For Bookings made through travel partners or online travel portals, the refund may be claimed from the respective travel agents/ portals. 4. For Bookings made by cash at the airport, the refund will be processed through NEFT
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2.13 Behavioral Differentiators: Friendly & Courteous • • • • • • • •
Smiles and greet everyone audibly Demonstrate pleasant demeanor Look Up and maintain eye contact while interacting Address using, the last name proactively- as Ms…../Mr…… Read it from the boarding card While managing multiple customers queries, acknowledge all Use open Palm gestures Interacts with strangers Be swift
Reactive--Being reactive acts as fuel to the situation: Below mentioned Behaviour’s should be avoided, and also can worsen a situation and result in an unpleasant experience for the Customers • • • •
Abruptly saying No Throwing the Rule book on the customer Making faces if customer is requesting for something repeatedly Getting rude and speaking loudly
• • • • • • • • •
Rolling of eyes Shrugging shoulder Completing one’s sentence Tapping someone on the shoulder to draw attention Don’t touch the customers while interacting Raising eyebrow to acknowledge Sticking tongue out when we make a mistake Using hindi and slangs like sure, cool etc. Unwilling to help customers by pretending to be busy
Behaviour breeds Behaviour
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2.14 Limited Release Tag
2.15 Baggage Policies: Baggage refers to articles, effects and other personal properties of a customer which is necessary or appropriate for wear, use, comfort or convenience in connection with the trip. Baggage can be classified as follows: 2.15.1
Cabin or Hand Baggage
2.15.2
Checked Baggage
2.13.1 Cabin or Hand Baggage Hand carry or carryon baggage are also referred to as unchecked baggage:
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Each travelling Customer is permitted to carry one Hand Baggage weighing a maximum of 7 Kgs, and not exceeding the following dimensions: Length 55 cms. + Width 35 cms. + Height 25 cms. (total 115 cms.) Customers accompanying infants are allowed an additional piece of Hand Baggage as per the limitations on weight and size provided above In addition to the one piece of Hand Baggage permitted to be carried in accordance with the above, Customer shall be permitted to carry one additional personal article such as ladies’ purse or a small bag containing laptop not weighing more than 3 kgs In case the hand baggage is over-sized / over-weight, such hand bags shall be loaded in the cargo hold as per current process. Before transferring such bags to the cargo compartment, it must be ensured that valuables, important documents, power banks, laptops and all electronic items containing battery is removed by the customer from the hand bag Shift Manager may use his/her discretion for any exceptions required to be made It must be stored in the overhead cabin or under the seat.
Its under the care and responsibility of the customer. Must adhere to the LAGs (Liquid, Aerosols, and Gels) limitation.
Floor walker to ensure that the customers are carrying one hand bag and a laptop bag or a ladies purse within the permissible weight and dimensions. In case a customer is carrying an oversized bag or an extra hand bag, the floor walker will direct the customer to the check-in counter and add it to the customer’s check-in baggage. If the total weight of a customer’s check-in baggage exceeds the allowance, we will charge an excess baggage fee. Some possible situations are as follows: • If the customer is carrying a hand bag weighing 12 kgs but no check-in baggage, politely advice the customer to check-in the luggage. Ask him/her to take out the valuables and check-in the rest. • In case a bag is detected at the SHA or the Ramp, we will put the manual baggage tag, write the baggage weight, name of the customer, seat number and get it loaded in the cargo compartment. • Delivery At Aircraft Tag- Is to be used on any baggage like baby prams/strollers, wheelchairs or over-sized bags which is taken at the aircraft for placing it on hold. Please note: IndiGo assumes no liability of lost, forgotten or pilfered carryon baggage. All the customers travelling an international flight are allowed to carry 3kgs extra apart from there hand baggage allowance.
2.13.2 Checked-in/Registered Baggage: Checked baggage is also known as registered baggage. This is baggage which is weighed and carried in the baggage or cargo compartment of the aircraft. •
IndiGo takes the responsibility of the baggage.
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• •
Checked baggage is not accessible to a customer during the flight. They are labelled with name of the customer, destination, flight details and a unique Tag Number for identification.
•
A portion of this baggage tag is attached to the customer’s boarding card.
The Purchase of a flight ticket entitles the customer to a certain limit of baggage to be carried along with them for the journey. This is called as “Free Baggage Allowance”. Condition for checked baggage acceptance: • • • • • • •
Baggage should be strong enough for normal handling. All checked baggage should be properly packed. Baggage should be name labelled inside and outside. The baggage should be properly locked or strapped to keep it from opening as its contents could be lost. Old destination tags must be removed. Valuable items and important documents should only be carried by the customer as unchecked baggage. Each piece of checked baggage should not exceed 32kg.
Baggage Pooling: Two or more customers travelling to a common destination or stop over, on the same flight & present their baggage together for check-in at the same time. There are certain conditions which are to be met:
Customer should present their baggage together and check-in at the same time. Pooling of baggage cab be permitted only if customers travelling together are Family members and are booked under the same PNR. Staff customers travelling on duty, annual leave are not entitled to pool their baggage with commercial (fare paying) customers.
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2.16 Dangerous Goods Regulations As an airline it is our duty to provide safe and secure departure for all our customers similarly it is important to protect our own aircraft. This can be done by asking certain questions to the customers and showing them the below chart. We will talk about Dangerous goods in detail in our dangerous goods training module.
Please note: If a customer is travelling with human organs, human remains or bio sub stains then please get in touch with your manager and manager to speak to ISC for acceptance. Staff must update comments in the system.
Prohibition of Carriage of Older generation Apple MacBook Pro laptops As per notification from DGCA on the subject, please be informed that carriage of older generation 15‐inch Apple MacBook Pro laptops sold primarily between September 2015 and February 2017 is prohibited due to fears that their batteries may overheat and pose a safety risk. What is IndiGo doing from Customer Notification perspective? Customers are being notified through SMS & Social Media Relevant sections of itinerary are being loaded with a clear message (most likely to go live by tomorrow) What must airport expect and what must they do?
Since Apple Macbooks are used by quite a few customers, airports must expect a lot of queries around this. Airports are expected to handle such queries with utmost courtesy In case the customer is carrying such laptops in hand baggage (which is most likely) and customer declares this himself, our staff must inform the customer that s/he may be expected to show the response from Apple Support Website to CISF which states that laptop is safe for carriage by air or not
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In case customer says that the battery has already been replaced, our staff must inform the customer that s/he may be expected to show the receipt of battery replacement issued by Apple to CISF In case the customer declares that the laptop is not eligible for carriage and the battery is also not replaced, staff shall decline the acceptance In a rare case if the customer is carrying such laptop in checked-in baggage, IndiGo / Airport Operator screeners shall get the physical check of the baggage done. The screeners will enter the serial number of the laptop on Apple Support Website - https://support.apple.com/15-inchmacbook-pro-battery-recall and check if the laptop is safe for carriage by air In case customer says that the battery has already been replaced, our staff must politely ask the customer to show the receipt of battery replacement issued by Apple and accordingly decide to allow or prohibit the carriage of laptop
2.18 Security Regulations and Procedures: 2.5.1
Weapons
As per Government of India regulations, a bonafide customer can carry one licensed revolver or pistol or shotgun and fifty cartridges in registered baggage after declaring them at check-in and meeting all safety and security requirements.
Domestic Sector: At check-in counter, the staff to inform IndiGo authorized security staff to handle all these cases. At a Check-in counter the staff is not supposed to clear the baggage from the baggage conveyor belt. A handling charge of INR 5000/ per fire-arm and /or 50 cartridges will be levied per customer. Sport goods and other weapons may only be transported as cargo or checked baggage, i.e. transportation as unchecked baggage is forbidden. The weapon must always be escorted and must never be left unattended. IndiGo security manual must always be referred while handling firearms and other weapons. Please note: There is no provision to carry weapons and ammunition on ATR flights due to safety reasons. International Sector: On our international sectors also the above rules will apply. However, at international stations, such carriage will also be subject to local laws and necessary permits.
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Weight Restrictions:
As per Safety rules, customers travelling to or from INDIA should note that their checked baggage cannot exceed 32 kg per piece. This baggage weight limitation of 32kg is an issue relating to Occupational Health Safety (OHS), and customers are required to re-pack their baggage if the baggage weight exceeds the above stipulated limitation per piece. Heavy machinery or spare parts that exceed the indicated weight above would not be accepted as check-in baggage. The weight restriction must not be confused with the customer’s free baggage allowance. Irrespective of the customer’s baggage allowance, the customer cannot carry more than 32kg in a single piece of baggage. Note: It is also mandatory to attach a Heavy Tag on any bag that weighs more than 23 to 32 kgs and the actual weight must be mentioned on the tag
2.5.3
Lids, Aerosols, Gels (LAGs)
Different airports have different security restrictions which limit the quantity of LAGs that each customer is allowed to carry. These restrictions only apply to cabin baggage. Customer can still pack their LAGs in the check-in baggage if they wish to. All LAGs are to be carried in a transport re-sealable plastic bag with maximum capacity of 1 Litre. The contents of each container must not exceed 100ml. Exceptions may be made for medications, baby milk/foods and special dietary or other medical requirements.
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2.19 Baggage Tags and Labels All bags accepted as checked-in baggage require a tag or label to be affixed on them at check-in. It is the responsibility of the check-in agent to ensure that the baggage is tagged to the right destination. Every item of baggage loaded into the aircraft hold must have one baggage tag on each piece. System Generated Tags System generated tags, also known as destination tags are mandatory to ensure that the baggage is delivered to the appropriate destination. These tags consist of information such as - Destination, date, flight number, customer’s name and tag number. Please ensure that you follow this:
Use system generated or pre-printed (manual) 6E tag for destination. Ensure that the baggage is labelled to the correct destination.
Confirm the destination with the customer and number of bags by encircling on the baggage claim tag. Ensure it is attached at the back of the boarding card.
System Generated Tag
Manual Baggage Tag
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Parts of a Baggage Tag
Details on the baggage Label: Customer details Name of the customer Baggage Label: This portion goes on the bag specifying the customer’s destination.
PNR(RB5JPP) Final destination (IMF) Date(13OCT) Tag No(0312339392) Sequence No(112) Flight No( 6E251)
Barcode
Baggage Tag Peel - off: There are three bingo
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Baggage Claim Tag: This portion is given to the customer as the owner’s identification of the checked baggage.
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stubs, make sure two bingo stubs should be detached and placed on both the sides of baggage and the remaining one should be retained with the tag.
The baggage requires this tag to ensure that the responsibility of carriage is met by the airline. A baggage identification receipt is also known as Baggage Claim Tag is given to the customer as a receipt and to enable correct identification of the baggage on arrival at the destination. Proper Acceptance / Dispatching of bags. • • • • • • •
Baggage should be properly/ adequately packed. Baggage handle should be retracted. Baggage should be dispatched in a sleeping position. Baggage with loose straps must be dispatched in a baggage tray( tub). Cylindrical items must be sent in baggage tray (tub). An odd size baggage dimension should be sent by odd size baggage belt. Small soft bag should be dispatched in a baggage tray (tub).
S.NO Picture
Description
1
Weapon Tag: - Customers carrying arms and ammunition: When a customer is carrying weapon/arms or ammunition and has paid the charge of INR 5000, after the security team does their check, tag the particular check-in baggage with the weapon tag.
2
Fast Forward Tag: - Bags to be returned on priority when a customer opts for the fast forward service & has paid the charge of INR 400. Tag his check-in baggage with this particular FF tag.
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International Connection Tag: - Put this on the bag if the customer has an international connecting flight: When a customer is travelling on an international connecting flight, tag his check-in baggage with this particular international transfer tag from the domestic origin point, so that his baggage is sent to the arrival first at the connecting station. This will enable him to pick his baggage and proceed to the check-in counter of an international flight without any delay.
4
UNMR Pouch:- Given to the kids booked as UMNR to keep all docs safe and may hang it around their neck for easy identification.
5
Long connection tag: - connecting time more than 90mins: When a customer is booked on a connecting flight and your system shows an SSR BLUE, tag the check-in baggage with this particular long connection tag.
6
Short connection tag:- connection time less than 90 mins: When a customer is booked on a connecting flight and your system shows an SSR REDC, tag the check-in baggage with this particular short connection tag.
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Customer baggage sticker: - when a customer is carrying a carton as check-in baggage, stick this particular customer baggage sticker on the carton so that it does not get exchanged with cargo.
8
LRT Sticker: - Limited release Baggage sticker, this is used by a floor walker/check-in agent for a check-in baggage which is identified as damaged.
9
Wheel chair sticker: - Used on the boarding pass of a customer who has been given a wheel chair service.
10
T sticker: -To be pasted on the second boarding card of the customer who is travelling on a transit flight.
11
No power bank sticker: - Used on the check-in baggage of a customer after confirming there is no power bank in his check-in baggage and the signature must be taken on the sticker as well.
Please note: If the baggage is screened before the check-in we don’t have to use this Sticker.
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DAA Tag: - Delivery at aircraft tag: Used for the assistive devices like WCHC/Baby prams/crutches/strollers etc. when the customer wants to carry the same till the aircraft door
13
HAJJ/UMRAH tags: When a customer is booked on a connecting flight and your system shows an SSR HAJJ/UMRAH tag the check-in baggage with this particular long connection tag.
14
Affix ASAP tag on the hand baggage mentioning all relevant Customer details Subsequent claim tag to be given to the customer Inform the customer that his/her baggage would be received first in the arrival hall Bag to be loaded in Compartment 1.1 along with Fast Forward bags for offloading first at arrival station Information of such bags to be advised to CLC for them to mention in the SI column of the trim
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Requesting you to ensure ASAP tag is been affixed on gate intercepted baggage instead of manual baggage tag
2.20 Baggage Allowance and Charges The free baggage allowance of customer is as per the sector or baggage allowance mentioned on the electronic ticket. Baggage allowance may vary depending on the destination, internal frequent flyer program or fare type in which the booking is made. This concept applies to all the customer who have made the booking under IndiGo fare type except LITE fare. The baggage allowance in this concept is on the restriction of the total weight of the baggage.
Country
Baggage Allowance
Within INDIA
15kgs
UAE
30kgs
SINGAPORE
20Kgs
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QATAR
30kgs
OMAN
30kgs
NEPAL
20kgs
THAILAND
20kgs
SRILANKA
30Kgs
Revision 2.2
Additional Baggage Allowance for Special Handling
In addition to the allowance, a customer with the disability who is entitled to a certain additional baggage allowance, Free of Charge (FOC), is subject to the following limitations: Two wheelchairs or mobility aid or any assistive devices on which the customer is dependent on:
Baby strollers can also be checked in FOC or can be marked under DAA (Delivery at Aircraft)
2.7.2
Excess Baggage Charges and its Process
Baggage in excess of the free baggage allowance will be charged according to the applicable excess baggage rate. Excess baggage is calculated by taking the total checked in baggage weight less the free baggage allowance. Excess baggage rate if the customer is travelling within INDIA – Rs 400 per kg. Excess baggage rate if the customer is travelling international – Rs 525 per kg Below are some scenarios:Scenario 1 – Mr. Chopra would like to check-in on flight 6E 171 DEL- BOM (Regular fare) with the following baggage:
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Check-in Baggage
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Weight 10kgs
15kgs
Calculations: Total check-in baggage 25kgs (-) Free baggage allowance 15kgs ……………………………………………………………………………. Total Excess baggage 10kgs (X) Rate per Kilo INR 400 ……………………………………………………………………………. Total Amount to be charged INR 4000 Scenario 2 – Mr. Sen is travelling with his 15 months old baby. He is travelling on 6E 53 MAA - SIN would like to checkin (Regular fare) with the following baggage: Baggage Weight 25kgs
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10kgs
10kgs
Calculations: Total check-in baggage 45kgs (with stroller) (-) Free baggage allowance 30kgs (No charge for stroller(DAA)) ………………………………………………………………………………………………. Total Excess baggage 5kgs (X) Rate per Kilo INR 525 ……………………………………………………………………………………………… Total Amount to be charged INR 2625
2.7.3
Prepaid Excess Baggage:
Domestic:
New Rate(INR)
USD
THB
AED
NPR
OMR
SGD
Euro GBP
QAR
5kgs
1425
23
738
82
2280
9
30
19
18
82
10kgs
2850
45
1476
162
4560
18
60
38
35
162
15kgs
4275
67
2215
242
6840
26
90
57
52
242
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30 kgs
8550
134
4428
Issue 2
485
13680
52
182
114
104
Revision 2.2
485
International: SSR
Weight Cost
IXBA 8 Kgs
Rs 1000
IXBB 15 Kgs
Rs 1500
IXBC 30 Kgs
Rs 3000
2.7.4
Other Special Baggage:
Special baggage can be defined as baggage not packed in a general suitcase or backpack, which can be accepted at the check-in counter as checked baggage and can be transported on the same aircraft. . Special baggage can be divided into two categories • •
Sporting equipment Musical instruments
Special baggage is not allowed in the free baggage allowance. Sporting equipment can be divided into three more categories: Small
Medium
Large
Up to 15 Kgs. or the max.
Between 15 Kgs. -30 Kgs. or the max length between of 1.41-2.0 meters.
Between 30-45 Kgs. or over
length of 1.4 meters
2 meters in length
Please note: IndiGo doesn’t charge for musical instruments.
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Any Oversized and Special Baggage like skiing equipment, golf bags, cricket kits, bicycle, surf boards, snow board, water ski, scuba diving equipment, kayak, harp, cello, etc.; falling outside the purview of the below mentioned dimensions should not be accepted on the ATR aircrafts. L152 cm x W58 cm x H101 cm In case of onward connection on an ATR aircraft, staff at Origin station to inform the COC to the customer.
Charges: Departure
Price
India
INR 1200
Ex India
INR 2500
COC SIMPLIFIED - LCD/LED TV Charges IndiGo will levy a fee of INR 1200/- (or equivalent in foreign currency) for domestic flights and INR 2500 (or equivalent in foreign currency) for international flights , for any special baggage like sports/skiing equipment, golf bags, bicycle, surf boards, LCD and LED TVs of size more than 39 inches, and all other large and/or odd-sized items, including cartons, whose dimensions (L+W+H) exceed 158 cms (62 inches), submitted as Checked Baggage. This fee will be applied over and above any excess baggage charges that might be applicable.
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Scenario: Mr. Malhotra is travelling from CCU – BKK on 6E 71 and would like to check-in the following: Baggage
Weight 25kgs
10kgs
Calculations: Total check-in baggage
35kgs
(-) Free baggage allowance
20kgs
……………………………………………………………………………. Total Excess baggage
15kgs
(X) Rate per Kilo
INR 525
(+) BULK charges
INR 2500
……………………………………………………………………………. Total Amount to be charged
INR 10,375
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The revised rate for BULK charges at airport is also 10 th May onwards.
Type of Sector
SSR
Airport rate
SSR
Pre-book Rate
BULK
1200
SPEQ
1000
International (INR) BULK
2500
SPEQ To be introduced later
Domestic (INR)
Please find below rules and regulations for regarding the SPEQ SSR (Pre Book Sports Equipment). Airports to ensure to not to charge BULK charges on those PNRs/Bookings which have this SSR attached as and when the customer reports for check-in.
Booking Channel
Customer can purchase the sports equipment handling fee through IndiGo Website, Mobile app, call center , group tool , web agent
Fare Applicability
Pre-book option will be available for all the fare/product class except lite fare
Booking Time
Customer can book up to 6 hours prior to departure
Sector
Domestic Sector
Aircraft Applicability
Will be available for pre-booking on all the aircraft except ATR
Quantity
Max 3 piece per passenger.
SSR Code
SPEQ
2.21 Operational Requirements: IndiGo’s Order of Priority is as follows: Safety and Security: Prime responsibility of every airline is to provide safe and secure departure, that’s the reason safety and security is the first and foremost priority of IndiGo.
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Health and Safety: Safety is the state in which the risk of harm to people or property damage is reduced to, and maintained at or below an acceptable level through a continuing process of hazard identification and risk management. • • • • •
IndiGo safety policy. Safety management system and safety risk management. Safety deficiencies, Hazards, consequences and risks. The difference between a hazard and a risk. How to find hazard and risk and ways to resolve them?
Our commitment is to: Support the safe practices inculcated by all the employees at every point and also foster effective reporting, communication, investigation and resolution. Establish and operate Hazard identification and risk management process to ensure that no action would be taken against any employee who discloses a safety concern through a hazard reporting system and also effective training which provides adequate and appropriate safety information. Punctuality: IndiGO’s second priority is to provide on time departure and on time turnaround without compromising safety and security of our customers. As our Three pillars Are• On Time • Courteous and Hassle Free • Low Fares With our underlining, unrelenting focus on safety and cleanliness. Any Other Service: We believe in delighting our customers through “Customer first” and making the journey hassle free for our customers. We know that positive actions have a long lasting impact on our customers. We have Kiosks check-in, Web check-in, fast forward counters, and PRM assistance counter etc. for our customers to make their journey hassle free and comfortable.
2.22 Documentation Check: Travel Documents: All the Customers must present a valid ID proof for domestic travel and a valid passport and visa documents for international travel at the time of check-in. It is the customer's responsibility to ensure the appropriate travel documents are available i.e. shall be responsible for complying with all laws, regulation orders, demands and travel requirements of the countries to be flown from, into or through which he/she transits.
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Please note : As per the government of Andaman & Nicobar Islands, citizens of Afghanistan, China, Pakistan, Foreign nationals of Pakistani origin, foreign diplomats, members of the United Nations, international organizations holding diplomatic/official passport and the visa holders of journalists, research and conference shall not be issued a special permit (RAP) without the prior approval of Ministry of Home Affairs ( MHA). Rules: If a Customer is checked in from a kiosk or a web check in facility, we need to check his ID at the check incounter or at the boarding gate. A Customer needs to be physically present with a valid passport, visa and the ticket of the same name on the date of travel. Failure to produce a valid proof will result in denied boarding. Documentation Protection and Security: Staff must always ensure to keep the company related documents within the vicinity of the office. It is against the company policy to disclose any information to a third party about its customers. All the data, example Manuals is to be accessed from my 6eworld and is stored in a PDF format. Only 6E staff can access the document. Sharing of any data is against Code of conduct. Post completion of the program the staff should be given ID’s which they are not supposed to share with any one as they are password protected. The staff has to follow IndiGo IT data protection policy.
2.23
Overbooking
Overbooking is done to utilize the complete seating capacity of a flight. Below is an end-to-end process for overbooking that needs to be followed at the Airport. 1. Briefing pointers by Asst. Managers / Managers Check-in, Floor walkers and KIOSK team members about the overbooked flight & list of flights to be shared. There will be a situation where there will be no seats left for assignment in DCS. This should be considered as an alert to identify last reported customers 2. Checks to be done before soliciting of Volunteers
Check for SLT customers checked in on the flight. For SLT Customers, inform BMA to hold their baggage. SOD customers must never be approached to volunteer for subsequent flights. For pilots and crew dead heading, speak to them first and take required approval Check for inbound connecting customers and status of their incoming flights. We might adjust OB customers in case the connecting customer are to miss their flight.
3. Profiling Whom to approach Customers traveling alone
Whom not to approach Special Assistance Customers
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Students Backpackers Young travelers
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UNMRs / Expecting Mothers / Old age Customers Families with Infant / Children VIP, CIP, SIP, FQT2 and FQT1
4. Process – For Customers Volantio – A software procured by IndiGo Volantio will send SMS to all customers at D-150 Mins to solicit volunteers. The SMS content will contain options of the next 3 available flights for the customer to choose from and the subsequent compensation that will be offered to the customer. This offer will continue to be available till D-40Mins. Once the customer has responded to the SMS received with flight on which he wishes to travel, Volantio will add a SSR by the name of VOLY. The SMS response content accepted by the customer will be pasted in the reservation comments section of the PNR. For IndiGo team members performing Check –in Once volunteer reports at the check-in counter and check-in agent identifies the volunteer upon retrieval of the PNRs by seeing the SSR code VOLY The check-in agent to advise the volunteer to proceed towards the supervisor counter. Once the volunteer reports at the supervisor counter, the supervisor to explain the T&C to the volunteer. In case on an overbooked flight if no customer has responded to the SMS sent by Volantio, Supervisor to inform the agents to request customers to become a volunteer check-in agent to request the customer to respond to the SMS received and solicit volunteer The supervisor to check-in the volunteer, tag his bag with ‘check before you load’ tag (for easy identification in BMA). IndiGo would be offering a voucher for all Customers who solicit to become VOLY with below benefits: a) Can be utilized for future bookings. b) Voucher validity will be 3 months. c) Can be also utilized for booking prepaid meals, excess baggage, seat assignments etc.
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Benefits/Compensation Process Voluntary The benefit for voluntary denied boarding shall be a complementary voucher of Rs. 6000/- per customer
Involuntary
Involuntary denied boarding shall be in line with CAR Section 3 Series M Part IV, which is also incorporated specifically in the Conditions of Carriage.
For clarity, if the boarding is denied to customers against their will, the airline shall not be liable for any compensation in case alternate flight is arranged that is scheduled to depart within one hour of the original schedule departure time of the initial reservation
In case we are unable to arrange for an alternate flight (including through exercise of OAL options) then shall we will compensate the involuntarily de-boarded customers as per the following provisions
1) An amount equal to 200% of booked one-way basic fare plus airline fuel charge, subject to maximum of INR 10,000, in case airline arranges alternate flight that is scheduled to depart within the 24 hours of the booked scheduled departure. 2) An amount equal to 400% of booked one-way basic fare plus airline fuel charge, subject to maximum of INR 20,000, in case airline arranges alternate flight that is scheduled to depart more than 24 hours of the booked scheduled departure
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3) In case customer does not opt for alternate flight, refund of full value of ticket and compensation equal to 400% of booked one-way basic fare plus airline fuel charge, subject to maximum of INR 20,000.
2.24 Refusal of Carriage Refusal of carriage is a very serious issue and executing it without a strong reason can lead to legal issues. Hence it, should always be done only after speaking to your immediate superiors or managers. IndiGo will refuse to carry a customer who:
Refuses to go through security check and baggage. Refuses to follow safety rules and instructions laid down by the company. Has consumed alcohol or drugs and is out of control or not in his senses. Appears or is offensive to other customers. Refused on medical grounds or contagious disease e.g. Yellow fever, chicken pox, etc. Travelling on a fraud /stolen ticket, ticket issued to another customer or on an invalid travel document. Refused by the captain for any other reason.
3. Customers requiring special attention: There are various categories of customers who require special attention while they travel with us. Some of them are listed below:
3.1 Infants
Customers require special handling Let us know understand the various types of customers and there handling procedures:
3.2 Infants (INF) Infant is a baby who is above 3 days and is below 2 years of age on the date of travel. The SSR fee of 1250 INR/2350 INR for Dom/Intl is charged. Policy to accept an Infant on IndiGo Aircrafts is as below
Maximum no of Inf.
ATR
A320
A321
Over land – 17
Over land – 19
Over land – 19
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Over Water (Sea) – 6
Over Water (Sea) - 12
Over Water (Sea) - 12
NO infant to be seated on
Rows 1 and 2
Rows 1-5, 11-14, 30 and 31
Rows 1-5, 16-19, 31-37
Infant free rows
Rows 1 and 2
1 row in every 3 rows
1 row in every 3 rows
1st row for Infant to be seated
Row 3 onwards
Row 5 onwards
Row 5 onwards
Infant seating
1 infant per 4 seats
Even no. seat – Left side (A,B,C)
Even no. seat – Left side (A,B,C)
Odd no. seat – Right side (D,E,F)
Odd no. seat – Right side (D,E,F)
Special requirements
For Airbus 320, the following policies will apply: •
Only one infant is allowed per adult and the Proof of age to be checked for the infant is on the date of the flight.
•
Infant will sit on the lap of the adult and they will not be assigned seats in the emergency exit area (12 and 13 row). Customers with INF should not be seated on quiet zones (1-5&11-14) No push cart or baby stroller is allowed in the cabin. Customers accompanying infants are allowed an additional piece of hand baggage weighing up to 7Kgs Mothers with infants should be allocated a seat next to a female co-customer only so that they are comfortable while nursing the child during the flight. IndiGo will accept 12 infants when a flight is going over the sea because we have 12 infant lifejackets in our aircraft and 28 infants when a flight is going over land because during an emergency the oxygen masks will fall automatically from the panel, we have 08 oxygen masks in 1 row – 06 for customers,01 for infant and 01 for any customer or cabin crew walking through the aisle.
• • • •
For ATR 72-600, the following policies will apply: •
Maximum number of infants allowed on ATR Flying above land – maximum 17 Flying above water – maximum 06
• • •
Customers with an infant cannot be seated on rows 1 & 2(EEA) If the aircraft is flying over land then 17 infants can be accepted and 06 infants over water. On ATR 72-600 only one infant is allowed on each side of the aircraft per 4 seats (excluding the emergency rows). Example If there is a customer with an infant on the seat number 8A then the next customer with an infant can be seated diagonally in the next row i.e. 9D/9F and not on 9A/9C.
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Please note: The infant inventory is restricted to 6 in our system, additional infants can be accepted on board for which we need to follow the same process that we follow in A320.
Seating restrictions / indicators for infants in our check-in systems. Below is the system wise behavior:
1) Website, KIOSK & SkySpeed (Reservation system) - Infant will be seated on permitted seats only 2) SkyPort (Check-in system) - System will allow the infant to be seated anywhere, however the seat map will show ‘i' identifier on seats where infants are permitted to be seated. Please refer below screenshot. Staff will be required to remain vigilant while assigning or changing seat of an infant Specimen of SkyPort Seat Map
3) Vedaleon Fast Bag Drop - As a part of auto check-in functionality FBD will assign seats to infants only on permitted seats. However the restriction will not apply if seats are changed by staff. Currently the seat map doesn’t have any infant seat identifier. Hence it is recommended that all seat change requests of infant are handled only through SkyPort.
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3.2 Child A child is a customer who is above 2 years but below 12 years of age on the date of travel. Children who have reached 2 years of age but not 5 years of age must be seated with a travel companion above the age of 16. to comply with safety regulations and comfort of corporate customers following rows on board our A320 & 321 aircraft are being termed as quiet zones.
Customers/families travelling with Infants and Children shall not be seated on rows 1 to 5 and 11 to 14 on board our A320 aircraft. Customers/families travelling with Infants and Children shall not be seated on rows 1 to 5 and 16 to 19 on board our A321 aircraft.
Note
Such seating restrictions on IndiGo website, DCS, travel portals and mobile app will be incorporated soon. Till such time, any pre-assigned seat on these rows must be changed at the airport manually. The verbiage to be used in such cases is mentioned below. Verbiage Dear Mr./Ms. , rows 1 to 5 and 11 & 14 are quiet zone. Hence these seats cannot be assigned to customers/families with children and infants.
3.3 Unaccompanied Minor A UMNR is a child who is above 5years and below 12 years of age travelling alone. The following guidelines must be followed when there is a UNMR on a flight: • • • • • • • •
A UMNR is given a pouch from IndiGo and the staff must ensure all the documents are kept safely in it. A child should wear the pouch at all the times around his/her neck. A child cannot decline the service and shall be assisted by IndiGo personnel from the departure station till the arrival station. At all points the UMNR must be accompanied by a female staff only. The SSR fee of 1500 INR/3000 INR for DOM/INTL includes a complimentary food item and beverage onboard for the flight. Depending on the time of reporting and the seat availability, the check-in staff will try and allot seats next to a lady customer. Once the UMNR is on-board, the staff shall make a call to the parents/guardian to inform them that the UMNR has boarded safely. If there is any delay, that shall be promptly intimated. On IROP flights, the staff shall keep the parents/guardian updated every 30 mins and the child must be in our care at all times. In case of a split or a transit flight, the UMNR will be with a ground staff employee and shall be assisted. He/she cannot be left alone. In case the flight is cancelled or some IROP (Irregular Operations) takes place, then all extra costs to help the child to the other destination will be borne by IndiGo. At the departure city and the arrival city, the family will be kept informed.
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UNMR Form: This form contains contact details of the parent/guardian at the departure and arrival airport. Four copies of the form are required to be completed. Remind the parents/guardian that a photo identification is required for both the parties dropping and picking the UMNR.
st 1 Copy- Parent/Guardian
nd 2 Copy- Departure station
rd 3 Copy-In-flight
Reservation
th 4 Copy-Arrival station
Departure station
Each UMNR will be charged full fare + service fee of R. 3000/- per sector (International).
Person who comes to drop the child will have to produce his photo id and must be there at least 1hr prior to Domestic service fee is Rs. departure. 1500/- + full fare of the ticket.
UMNR form can be downloaded from www.goindigo.in
In-flight Seat allocation should be as close as possible to the front of the plane so that the lead flight attendant can keep an eye on them. Complimentary meal and non-alcoholic beverage to be served to the UMNR.
While boarding the ground UMNR should not be assigned staff will inform the Lead crew a seat in the Emergency Exit and the Captain. area which is the 12 and 13 rows.
Arrival station The child will not be released without the Guardians’ Photo ID.
Signature to be taken on the form before handing over the child.
3.4 VIP/CIP/Frequent Travelers: Customer Recognition Program: Identification codes a) VIP b) CIP c) SIP d) FQT02 e) FQT01 Examples
VIP
CIP
SIP
FQT2 / FQT1
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Heads of States (Govt.) Persons of high official (such as Speakers of Parliament, Cabinet ministers, Ambassadors, etc.) Benefits
XL seating 5 kgs excess baggage waiver Hand baggage – 10kgs Complementary F & B service if any issue raised on board IROP – Priority information
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Head of Corporate House with which IndiGo has association.
Sportswomen / Sportsmen (e.g. National Cricket team)
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Frequent travelers.
Celebrities
Other VIP/CIP as advised by selling office or at the Company’s discretion. Yes Yes
Yes Yes
Yes Yes
Yes Yes
Yes Yes
Yes Yes
Yes Yes
Yes Yes
Yes
Yes
Yes
Yes
Please Note: These are purely internal indicators, we should never inform about these codes to customers. This is purely done for service recovery, please do not offer these services proactively. These benefits should only be given when customers ask for the same. Be extra vigilant and spot these SSR’s. VIP Customers: • • •
A VIP is a person who is accorded special privileges due to their status or importance. Diplomats – Cabinet Ministers, Ambassadors, Governors, Members of government. Business Personnel – Chairman or equivalent of other airlines, Chairman, Directors and Senior Manager of companies Publicity – Celebrities, Actors, Sports, Sportsmen.
CIP Customers: •
Customers whose business status of ability to influence travel arrangements of others to the benefits of an airline and also those customers who are of special importance to an Airline from the sales or publicity point of view.
Meet and Assist: • • • • •
Expedite Check in at the Departure Station and assist him with a helper. Allocate Rows 1 or 13, if possible. A staff member to escort the customer till the aircraft. Communicate VIP details to the lead and the captain of the flight before boarding. Inform the arrival station of the details of the VIP.
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At the arrival station, staff to greet the customer at the aircraft. Staff to escort the customer till he exits the arrival hall.
Corporate Houses:
Please note: CPML customers and corporate house customers are not the same.
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3.5 Extra Seat Customers: Those customer who cannot fit in a single seat or those customer who want an extra seat for comfort is known as extra seat. A Customer needs to buy full fare ticket in order to get an extra seat on a flight.
3.6 Unruly/Disruptive Customers: IndiGo will not tolerate unruly / disruptive customers and will follow the ICAO guidelines on offences and certain other acts committed on-board. These Customers are divided into Three levels:Level I - Unruly Behavior (physical gestures, verbal harassment, unruly inebriation etc.) S. No. Customer Action Staff Response 1
Indulges in verbal assault, displays unruly inebriation, makes unacceptable physical gestures.
The ground personnel or supervisor shall take the customer aside and try to defuse the situation. The customer should be asked to comply with the rules. If the customer continues to maintain a disruptive behavior, see category 2 set out below.
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The customer is aggressive and fails to show due consideration to other customers and/or staff
3
He/she disregards the rules or objects to them.
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Level 2 - Physically abusive behavior (pushing, kicking, hitting grabbing or inappropriate touching or sexual harassment etc.) S. No.
Customer Action
Staff Response
1.
The customer repeatedly refuses to comply with the rules.
The customer should be taken aside, preferably by a supervisor, and be informed that his or her behaviour is not as per acceptable norms.
Customer gets aggressive and physically violent, and it is very difficult to reason with him/her.
The customer must be informed of the requirements concerning air travel. If the customer accepts the requirements, and boards the aircraft, the ground staff will brief the lead crew and PIC of the occurrence on ground involving such customer.
Indulges in inappropriate touching or sexual harassment.
Should the customer's behaviour or condition be such that continued boarding may jeopardize the safety of the customers and that of the aircraft, the supervisor may deny the customer boarding, in accordance with the relevant provisions of the Conditions of Carriage (“COC”).
2.
3
Level 3 Life threatening behavior (Damage to aircraft, physical violence, murderous assault or breach of flight crew compartment. S No.
Customer Action
Staff Response
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Displays a conduct or indulges in severe physical assault, is perceived to be dangerous to the fellow customers, to the crew and/or to the aircraft itself.
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Deny the customer boarding in accordance with the relevant provisions of the COC.
Second Level of Patience should be demonstrated by 6E staff when
The Customer is shouting/abusing you When the Customer is repeating one thing again and again When Customer is pointing your mistakes
The 6E Way
When customer is screaming or saying something, patiently listen Do not interrupt, let them complete Keep pleasant facial expressions- be careful not to frown or raise eyebrows Calm body language- no shrugging of shoulders Control the pitch and tone of the voice It is ok, if customer is asking something repeatedly, do not get irritated- Patiently answer them If you are not able to manage the Customer, call for help
To achieve Zero Rude Behavior Call the senior before the situation goes out of hand! 3.7 Inadmissible Customers: Inadmissible customers means a customer who is refused admission to a state by authorities of that state, or who is refused onward carriage by a state authority at a point of transfer, e.g. due to lack of a visa, expired passport, etc.
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3.8 Deportee: A deportee is a customer who has entered the country either legally or illegally and who at some time later is ordered by the authorities to be withdrawn from the country. For Example:
A person who has entered India legally and overstayed. A person who enters India illegally and is arrested for immigration offence or a criminal offence.
These immigration offenders have served punishment for the offence that they have committed in the state and are to be repatriated to their country of origin. DEPU is used for Unescorted while DEPA is used Escorted Handling Procedure: • • • • • • •
The documents (passport/boarding pass/ticket/any other form) must always be handed over to a lead in an envelope. Crew (cabin/cockpit) must always be briefed about the special category customers on board. While handing these customers, advise the details (seat no/name etc.) to the lead and identify them to the crew. The PNR in Skyport is to be updated as per following: Inadmissible/Refusal – INAD. Deportee Unescorted – DEPU Deportee Escorted/Prisoners – DEPA. Onward station to be advised with complete details. All documents pertaining to these customers to be filed at the (DEP/ARR) station.
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3.9 Crew IndiGo crew is defined as:
Crew active: Crew on duty on a current flight. No flight ticket is required. Additional Crew Member (ACM): Crew travelling to or from their duty station as a customer (with t h e airport pass),to take up or terminate their flight duty. Crew, Dead Headed (DHC): Crew traveling to or from their duty station as a staff on duty( with a ticket), to take up or terminate their flight duty, and is holding a booking in the reservation system.
Check-in:
IndiGo ACM should be handled like a normal crew, provided that they are holding all airport passes and their names are reflecting on the crew manifest sent to the respective station crew scheduling. IndiGo Dead headed crew should be checked-in like any other customer.
3.10 Persons with Disability (PWD): People whose mobility is reduced due to physical impairment (sensory or locomotors), an intellectual deficiency, age, illness or any other cause of disability when transported requires special attention. Able bodied Assistant (Escort): A person at least 18 yrs of age is responsible for the comfort & well-being of a PRM during embarkation/disembarkation, his /her general safety during the flight & the necessary evacuation assistance Rules of Carriage for a PWD: • • •
• • • • •
PWD is responsible for identifying their needs. They may do it at the time of reservation. PWD has equal choice of seat allocation, subject to safety requirements, however will not be allowed on EEA ( emergency exit area- 12th and 13th Row) PWD & their assistive aids/devices, escorts & guide dogs including their presence in the cabin cannot be refused transportation, provided such people inform the airlines of their requirements either during reservation or check in. PWD if declares independence in feeding, communication with reasonable ease, & personal needs, the airline shall not insist for the presence of an escort. PWD who wishes to travel without an escort shall be provided necessary assistance. Before boarding, the captain and the lead cabin attendant shall be informed about the total number of seating & seating of WCHC, MEDA, STCR, DPNA & BLND/DEAF customers by the station staff. Some special categories PWD i.e. MEDA/STCR/WCHC etc. must fill a MEDIF form which has to be filled at the time of reservations/check in & approved by a company doctor. PWD should be boarded first & disembarked after all the other customers. PRM & their Escort should always be given seats together.
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PWD’s are allowed to travel without any prior notice of disability (unless it’s a large group), in case the company doctor is not available, and the captain may take individual decisions regarding the acceptance of PWD.
3.11 Customers Requiring a Wheelchair: • • • • •
No additional charges or handling fees to be charged. It’s always free of cost. One wheel chair, on which a customer is dependent, may be carried free of charge and checked in along with customers checked in baggage. Customers who are dependent upon electrical wheelchair may bring an additional manual powered wheelchair. No extra charges shall be levied for two wheelchairs upon check in. We do not keep a spare wheelchair on-board. Wheelchairs to be folded at the RAMP and kept in the cargo compartment, DAA tag to be used, claim section to be given to the customer.
Condition
Type of Wheelchair
Fit to Fly
Old age customer suffering from arthritis
WCHC
Not Required
Customer with a broken leg
WCHC
Not Required
Paraplegic customer
WCHC
Not Required
Expectant mother
WCHC
Required (If Pregnancy is between 28th till 32nd week) depending upon the type of pregnancy
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Customer who has undergone surgery: Appendix surgery (Only allowed to travel 10 days after the surgery) Heart/lungs/kidney surgery (Only allowed to travel 21 days after the surgery)
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Required WCHC WCHC
Customer Code
Is escort required?
Is the number on board limited if unescorted?
BLND
NO
04
DEAF
NO
04
BLIND/DEAF
YES
N/A
DPNA
YES
N/A
MAAS
NO
NO
MEDA
Table below
YES
STCR
YES
N/A
WCHC
Table below
04
WCHR
NO
04
Exceptions: Number of PRM on board with codes MDEA or WCHC/R
Escort requirements
1-4
Cabin crew to provide evacuation assistance. No escort is required, provided if the below conditions are met. *)
4 or more
One escort is required for each PRM above 4
Up to 4 PRM of the categories WCHC and MEDA can be carried without escort provided that: 1. The total number of unescorted WCHC and MEDA does not exceed the number of minimum cabin crew.
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2. The PRM is self-sufficient (i.e. capable of taking care of his/her needs on-board) or unescorted travel has been authorized by company doctor or the captain. Wheel chair customer on ATR 72-600 •
WCHC & WCHR inventory (both combined) in SkySpeed for ATR 72-600 is restricted to 2 per flight.
•
Customers requiring WCHR/C must be seated on rows 18 & 19 since these are close to the lavatory. Please note: As per CAR section 3, wheelchair customer has an equal choice of seat selection hence they can request for any seat apart from 1st & 2nd Row in ATR 72-600.
3.12 Passengers Requiring a Stretcher: Reservation can only be processed from the call center at least 48hrs prior (Domestic) & (International) for departure. Filled MEDIF Form to be sent to MCC for approval, MCC would inform the call center within 24hrs about the travel. The call center would confirm the reservation for the customer with a fee of Rs 30,000/- for domestic & Rs. 50,000/- for international and Cost of 09 seats to be paid by the customer. OCC, AOCS and ENG would be informed to block 28/29/30 ABC seats for the stretcher. Customer on a stretcher always needs to be escorted by an able bodied family member/doctor. In International flights, the customers is required to include their booking confirmation / PNR number on the email when sharing details with the call center team. AOCS would inform the captain/crew and down line station IndiGo shall not book stretcher on ATR 72600 flights.
3.13Customers Traveling with a Guide Dog: Visually impaired customers travelling with their guide dogs should make their reservation via the IndiGo call center and provide us notice that a guide dog will be travelling.
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The customer would be provided 1st Row – window seat and the guide dog would be seated in front of the customer’s leg . The customer is required to bring a moisture absorbent mat, to be placed under the guide dog. The dog should be muzzled and properly trained. Guide dog should be clean and odor free. Only one guide dog can be accepted per flight per sector.
IndiGo shall not be able to allow Guide Dogs on ATR 72-600 aircrafts due safety reasons. PETC including Seeing Eye and hearing aid dog is not allowed on all ATR 72600 flights
3.14 Expectant Mothers: Expectant mothers are allowed to travel with IndiGo under the following conditions: Pregnancy ( Single and uncomplicated)
0 weeks to 28 weeks: permitted to travel. From beginning of 28 week till the end of 36 weeks, a fit to fly certificate is required.
You are required to get a fit to fly certificate from the treating Gynecologist not older than seven (7) days from the date of travel.
36+ weeks: Not permitted to travel. Pregnancy (Multiple Uncomplicated)
Permitted till 32 weeks with fit from the treating Gynecologist not older than three (3) days from the date of travel.
You are required to get a fit to fly certificate to fly from 28 weeks onwards
Complicated
Permitted on individual case basis.
You are required to get fit to fly certificate from the treating Gynecologist not older than three (3) days from the date of travel.
Not permitted beyond 32 weeks and fit to fly required from 28 weeks onwards
The ‘Fit to Fly’ certificate should include the following details: • • • •
Weeks of pregnancy Expected date of delivery Complications if present Fitness of travel
The policy and process of carriage of expectant mothers in ATR 72-600 would be same as A320 flights.
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3.15 Self-Offload: If the Customer wants to discontinue his/her journey on-board at the origin/transit station then the amount of the ticket would be forfeited and fees of Rs.5000/- would be applicable in certain cases: Note: these charges are not applicable in IROP.
Situation
Self-offload
When a customer or his fellow customer is seriously unwell at the origin or transit station, the captain and the lead crew to be informed and the available doctor at the station will be called onboard to examine the customer.
NA
When a customer travelling at the point of origin has checked-in for the flight along with his registered baggage or at the point of transit has been informed by his/her sources of sudden demise in his/her immediate family.
NA
When a customer is checked in without registered baggage and has not yet boarded the aircraft.
NA
If Customer is travelling on an international sector
NA
Under any other circumstances
Rs.5000/-
All cases of self-offloading will be at the discretion and sole judgment of the captain or any other official designated by the captain. In case of self-offloading staff must always ensure: Customer must deplane from the aircraft with all his/her belongings.
Anti-sabotage check and hand bag identification to be performed in the aircraft. Offload checked in bags, if any hand over the same in the arrival hall.
Always make sure to collect the boarding card in original, copy of photo ID and customer’s duly signed statement towards reason for offloading, for the station record purpose before he/she leaves the airport.
3.16 Re-Accommodation In case of No-shows, following re-accommodation process to be followed and below options to be provided to the customer: Option to be on Standby for the next available flight: Charges: Rs. 1500/- (Pax can be accepted D -60 depending the flight load). Option to get a Confirmed seat on the flight of his / her choice: Charges : Rs 2500 + fare difference
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Situation 1: Mr. Suri reports to the airport at 0700Hrs for 0730hrs fight departure time (Counters were closed at 0645hrs). Staff: Good Morning Sir!! I am sorry as I am unable to accept you for the flight since check-in for your flight has been closed as mentioned on your ticket. Customer: Hi there, I know I have reported late at the counters, kindly help me as it is very important for me to reach Mumbai today. Staff: Certainly Mr. Suri, we have seats available on the next flight 6EXXX leaving at 1500hrs and you can be accommodated on the same on a very nominal price of Rs.1500/-.
Situation 2: Mr. Chopra reports to the airport at 0700 Hrs for 0730hrs fight departure (Counters closed at 0645hrs).He now would like to travel out tomorrow. Staff: Good Morning Sir!! I am sorry as I am unable to accept you for the flight since check-in for your flight has been closed as mentioned on your ticket. Customer: Hi there, I know I have reported late at the counters , kindly help me with another flight for tomorrow . Staff: Certainly Mr. Chopra, I would like to inform you that there would be a charge of Rs.2500+fare difference. Customer: I absolutely fine paying the additional cost could you please confirm me the flight details? Staff: Certainly Mr. Chopra, please allow me a minute and I shall do the needful. In certain scenarios when we want our customers to quickly take decision we should follow Convincing-4R’s: Request – Use words like ‘please, request’ Reason – Explain why and consequences Rephrase – Be patient and rephrase Recommend – Strongly reiterate. Be politely firm but courteous
Through check-in Through check in process scenarios according to Airports (terminals) – 1. Integrated terminal – i.e. domestic and International flights for IndiGo are operating from the same terminal. Examples – BLR, CCU, HYD Connection type
Boarding pass
Baggage Tag
Remarks
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Domestic to Domestic
Final destination
Final destination
Domestic to International
Final destination
Final destination
International to Domestic
Transit station (1st entry)
Transit station (1st entry)
International to International
Final Destination
Final Destination
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Customer would just be required to clear security. Docs check to be done at transit station post which Customer gets his International leg’s boarding pass Customer would need to clear immigration, collect his baggage and proceed to the IndiGo’s check in counters. Customer to remain in transit area of the Airport.
2. Non - Integrated terminal – i.e. Domestic and International flights for IndiGo are operating from different terminals. Examples – DEL, BOM. Connection type Domestic to Domestic
Boarding pass Final destination
Baggage Tag Final destination
Domestic to International
Final destination
Final destination
International to Domestic
Transit station (1st entry)
Transit station (1st entry)
International to International
Final Destination
Final Destination
Remarks Customer would require to go to other Terminal by their own Docs check to be done at transit station post which Customer gets his International leg’s boarding pass Customer would need to clear immigration, collect his baggage and proceed to the IndiGo’s check in counters. Customer to remain in transit area of the Airport.
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International through Check in Objective: To enhance customer experience with seamless through check-in of customers and baggage travelling from domestic to international destination.
Through check-in of bags for flights originating from India, effective 07th Mar 2019 Through check-in of customers & bags for flights originating from India, effective 20th Mar 2019
Procedure Check-in & Documentation check Indian Airport to Foreign Airport (Gateway point Indian Airport) This process is applicable for all customers originating from an Indian airport, transferring via Indian airport and arriving at a foreign airport on an IndiGo flight or on a Codeshare flight. Airports shall be required follow below process:
At the origin station The Check-in agent must, Verify if the customer is booked on a legitimate connecting fare (not forceful connection) Perform a thorough visa and documentation check. For any additional details please refer www.timaticweb.com which can be accessed through station laptop or smart phone Check-in the customer till final foreign destination, i.e. provide boarding pass up to final foreign destination post a thorough documentation check Check-in the bag till the final foreign destination Depending upon the available connecting time, affix the long/short connection tag appropriately Check-in agent must also advise the customer that if his or her baggage is required for further inspection at the transit/connecting station by any regulatory authorities the customer must be willing to do so and the same would be facilitated by IndiGo staff Note: In case of customer’s inadmissibility in foreign country due to documentation error, the origin airport shall be held accountable for any such error.
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At the Transfer / Connecting Airport:
Customer shall not be required to present himself/herself at check-in counters of the transfer / connecting airport IndiGo staff must provide a list of transfer / connecting customers to CISF, Customs & Immigrations and to any other regulatory authorities in advance or as per local prescribed regulations. This list can be obtained from Skyport In furtherance to point 1.1.1 f mentioned above, IndiGo staff must facilitate & cooperate with local authorities in cases where they have prior information from such authorities about identifying these customers and baggage At boarding gate, staff must ensure documentation check as per requirement of final foreign destination
Bifurcation of Integrated & Non-integrated Airports
BLR, CCU, ATQ, IXC, CNN, TRZ, VNS are integrated airports Rest all are Non-integrated airports
Examples For clarity, below are the examples for Integrated and Non-Integrated Terminals: Connection through an integrated terminal
Customer is travelling from DEL-BLR-SIN on a legitimate connecting fare (not forceful connection) Check-in agent at DEL must ensure the documentation check as per the requirement of final foreign destination and only then check-in the customer and bags till SIN At origin, customer must be informed that s/he is not required to collect the bag at BLR nor report at BLR check-in counters In this case BLR must also ensure the documentation check at the boarding gate as per the requirement of final foreign destination
Connection through a non-integrated terminal Customer is travelling from VNS-BOM-DXB on a legitimate connecting fare (not forceful connection) Check-in agent at VNS must ensure the documentation check as per the requirement of final foreign destination and only then check-in the customer and bags till DXB At the origin station, customer must be informed that s/he is not required to collect the bag at BOM nor report at BOM check-in counters. However the customer shall be required to manage his/her own transfer between domestic and international terminal In this case BOM must also ensure the documentation check at the boarding gate as per the requirement of final foreign destination Note: There is no change in the through check-in process for customers travelling from a Foreign Airport to another Foreign Airport or from a Foreign Airport to an Indian Airport.
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Baggage Transfer: Detailed roles & responsibilities of airside personnel to facilitate baggage transfer are tabled below:
S. No 1
2
3 4
Responsibility
Accountable personnel
Transfer baggage bag shall be screened at the origin airport. This is a mandatory requirement. At airports which have a standalone x-ray machine facility, screening of check-in baggage will be undertaken by IndiGo’s security staff Security of the screened baggage shall be maintained by Security staff for any unauthorized interference from time baggage is screened, received in the baggage make up area for reconciliation and loaded on the aircraft. At airports where inline baggage screening facilities are available, screening of check-in baggage will be undertaken by the airport operator. Post screening, transfer baggage will flow into BMA area, where Security staff shall identify and segregate all such Transfer baggage. Baggage reconciliation should be carried out manually or by Baggage scanner, as applicable at the airport. The total number of baggage checked-in at the counters for each flight should be matched with total number of baggage received in the baggage make up area for reconciliation and loading. In manual reconciliation process, baggage received from the check-in area shall be matched with one part of the baggage tag which contains passenger name, seat number, boarding number and routing. c. In both, manual and automated reconciliation system the procedures utilized shall keep track of number of baggage received against each passenger. In order to ensure proper baggage reconciliation total number of baggage received in makeup area and loaded into the aircraft must be matched with the total number of baggage accepted at the check-in counters for each flight. In automated reconciliation process by Baggage scanner, staff shall ensure baggage checked-in on the flight being accepted by the baggage scanner makes a positive match to the passenger name, seat number, boarding number and routing. Load the transfer baggage in a separate lockable trolley, secure it by closing the door, locking / sealing it. Ensure that the baggage are released on respective flights in secured lockable trolley(s), under escort to the aircraft bay in time bound of ATA +5 minutes time.
AOCS (Security) Airport Operator Security
AOCS (Security)
AOCS (Security) AOCS (Security)
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Domestic to International: Airports shall follow this process only if the transfer airport is an integrated terminal. Currently this process shall be followed if the transfer airport is either BLR, CCU, HYD and MAA.
Customer is travelling from DEL-BLR-SIN on a legitimate connecting fare (not forceful connection, multi city booking or multi airline booking) Check-in agent at DEL must check-in the customer only up to BLR and bags must be checked in till SIN. Customer must be informed that he or she is not required to collect the bag at BLR however he or she is required to report at BLR check-in counters for check-in & documentation formalities for BLR-SIN journey.
International to Domestic: Airports shall follow this process only if the transfer airport is an integrated terminal. Currently this process shall be followed if the transfer airport is either BLR, CCU, HYD and MAA.
Customer is travelling from SIN-BLR-DEL on a legitimate connecting fare (not forceful connection, multi city booking or multi airline booking). Check-in agent at SIN must check-in the customer & bag both till DEL Customer must be informed that he or she is required to collect the bag at BLR, clear customs and then handover the bags at IndiGo Transfer Desk before proceeding to domestic check-in area.
International to International: This process is applicable for all customers originating from a foreign airport, transferring via Indian airport and scheduled to arrive at a foreign airport.
Customer is travelling from DXB-DEL-KTM on a legitimate connecting fare (not forceful connection, multi city booking or multi airline booking) Check-in agent at DXB must check-in the customer & bag both till KTM Customer must be informed that he or she is required to enter the Transit Area at DEL airport on basis of DELKTM boarding pass. Customer is not required to collect the bag at DEL.
Baggage Transfer Process for connecting Flights - BOM T1/T2 Objective To facilitate swift & timely baggage transfer between different terminals and to minimize mis-handling of bags Process of baggage Handling in each scenarios
Scenario 01: Customer is landing into BOM T1 and has onward connection from BOM T2 For Example E.g. AMD-BOM-PAT How to Identify Such Connections:-
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Staff at origin (AMD) to look for onward flight number (5373) as shown in the red box above, since the onward flight is between 5300 - 5399 series, staff to put MUMBAI T2 Short/Long Connection tag on the baggage basis of the connection time and advise the customer about departure from T2 at BOM.
Below is the tag to be used
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Staff to advise the passenger that the baggage transfer will be done by IndiGo. The passenger to exit the terminal and proceed for T2. Scenario 02: Customer is landing into BOM T2 and has onward connection from BOM T1 For Example E.g. IDR-BOM-MAA How to Identify Such Connections:-
Staff at origin (IDR) to look for onward flight number (768) as shown in the red box above, since the onward flight is not between 5300 - 5399 series, staff to put MUMBAI T1 Short/Long Connection tag on the baggage basis of the connection time and advise the customer about landing into T1 at BOM.
Staff to advise the passenger that the baggage transfer will be done by IndiGo. The passenger to exit the terminal and proceed for T1.
Below is the tag to be used:
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Scenario 03: Customer is landing into BOM T2 and has onward connection from BOM T2 For Example E.g. BDQ-BOM-NAG How to Identify Such Connections:-
Staff at origin (BDQ) to look for onward flight number (5388) as shown in the red box above, since the onward flight is between 5300 - 5399 series, staff to put Short/Long Connection tag on the baggage basis of the connection time.
Staff to advise the passenger that the baggage transfer will be done by IndiGo. The passenger on arrival in T2 to proceed towards transfer area to connect onto his/her next flight.
Below is the tags to be used:
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Scenario 04: Customer is landing into BOM T1 and has onward connection from BOM T1 For Example E.g. AMD-BOM-RPR Staff at origin (AMD) to look for onward flight number (801) as shown in the red box below, since the onward flight is not between 5300 - 5399 series, staff to put Short/Long Connection tag on the baggage basis of the connection time
Below is the tag to be used
Staff to advise the passenger that the baggage transfer will be done by IndiGo.
The passenger on arrival in T1 to proceed towards transfer area to connect onto his/her next flight.
4. Irregular Operations (IROPs): IROPS situation in aviation can be caused by various factors which are within or outside the control of IndiGo. In IROPS situation all efforts should be made to: Eliminate, avoid or reduce the effect of irregularity. Handle IROPS situation with a high degree of efficiency, professionalism and courteousness. Bring the customer to his destination or as close to his schedule as possible keeping in mind his comfort and convenience.
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IROPS Policy is based on a professional and friendly treatment of the customer. In all IROPS situations, honest and relevant information is to be provided. Depending upon the IROPS situation, a customer reserves the right to rebook, refund or re-rout his/her ticket. Care i.e. Snacks/ refreshments, telephone/e-mail/fax facility etc. should be provided automatically. Approval of the APM is necessary if delayed beyond 2 hours. In the event of rebooking, the best possible alternative should be offered to the customer. We must try to exceed the customer’s expectations and give them a feeling of trust. Customers should always be well informed about the IROPS situation. Care Policy: IndiGo will make arrangements for and absorb the customer’s expenses for the following: Meals & Refreshments. Hotel accommodation if necessary (Only to be offered by the APM). Transportation to/from the hotel and the airport (Only to be offered by the APM). Telephone call, e-mail or fax facility. Rebooking charges or difference of fare on 6E. Note: As per the current policy, we honor free move / complete refund incase a flight is delayed / preponed by 2 hours or preponed by an hour. Pro Active steps: When an IROPS occurs, some proactive steps are required i.e. Keep the staff well informed. IROPS should be announced as soon as possible and should be repeated after every 15 minutes. All internal and concerned stations to be informed. Decide on the service to be offered. Special attention is to be given to UMNR’s, WCHR, elderly customers, customers with infants etc. Information to the customer: • • • •
Information to the customer about the reason and duration of IROPS is a must. This should not be later than 15 minutes prior to the STD. After every 15 minutes the reason/duration shall continuously be informed to the customer. Staff should always be available at all important allocations i.e. check in, floor walking, reservations BMA SHA etc. with the updated information.
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Flight Interruption: • •
Customer should be informed about the duration of the delay. If the delay is beyond 1 hour, snacks should be served (after approval of APM). All possible courtesies should be extended.
Note: In any event, for further clarification / instructions, please speak with the Airport Manager/Duty Manager Some Useful Tips during IROPS• • • • • • • • • • • •
Select a SPOC from the Group to communicate Keep communicating and informing about the status Divide the group - Cut down the possibility of big show Proactively provide options Show them that some effort is being taken- for e.g. Calling up a Team or the Captains Stay Flexible Managing One person at a time If there are multiple queries, then ask for time and first finish with the customer you are in conversation with and only after finishing with him should we move to the next query. Appreciate the customer’s patience and thank him for waiting. Never try and answer both at the same time. Never handle queries out of turn as this can really aggravate the customers Can be stressful managing multiple queries. Beat it by showing patience.
4.1 Denied Boarding Process With induction of different fleet variants, especially the 186 seater A 320 aircrafts, there may be a likelihood of denied boarding situation at airports. This may typically happen when the higher capacity aircraft is swapped with a lower capacity aircraft. Process to be followed in case of voluntary denied boarding •
Counter supervisor / Boarding Gate supervisor (depending on check-in/boarding status) to first check if there are any SLT or SOD customers checked-in on the flight and simultaneously inform check-in agents about the equipment downgrade.
•
In case any SLT is found to be booked on the flight, uncheck them from the system and inform BMA to hold their bags. Inform SLT the reason about offloading.
•
In case of any SOD booked on the flight, approach them before any other customer to volunteer to not board the flight after informing the SOD of the situation and requesting that unless there is any major adverse impact on the official duties, such staff should volunteer to not board the flight.
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•
The SLT will be required to book themselves on next flight and the volunteering SOD shall be moved on next flight by the airport.
•
Airport and CCC both must check for inbound connecting customers and status of their incoming flights. In case the inbound connecting flight is being delayed, the need to solicit volunteers may not arise.
•
In case there aren’t any SLT, volunteering SOD or missing connection customers, or we need more volunteers, airport team shall solicit volunteers at check-in counters and boarding gate.
•
Check-in Staff while performing check-in to ask customer in case they want to volunteer to be booked on the next flight may offer certain benefits/vouchers to such volunteers as specified below. If the volunteer agrees, staff to book them on the first available 6E flight without any charges. If 6E flight is not available OAL options under IROP agreement to be exercised.
•
Airports must try and assign row 31 to customers only towards the end. In case airport is unable to do so they may have to re-allocate seats to few customers as due to downgrade, row 31 shall be no longer available.
•
While looking out for volunteers, staff must ensure that customers requiring special assistance, a minor or pregnant woman or any persons accompanied such aforementioned customers must not be approached for volunteering to not board the flight.
•
Airport to inform customers that complementary voucher, if any shall be sent on their registered email id.
Process to be followed in case of involuntary denied boarding •
If there are no volunteers on the flight then the first 180 customers checked-in on the flight shall be accepted. The ones reporting after 180 customers shall be politely denied boarding citing Conditions of Carriage, after waiting for no-shows at check-in counters or boarding gate, depending when the equipment downgrade took place. However, customers requiring special assistance, any minor or pregnant woman or any persons accompanied such aforementioned customers must not be de-boarded involuntarily.
•
Since the aircraft is downgraded, the seat map of downgraded aircraft shall be visible to check-in agents. A few customers will not have a seat to be assigned which will be an indicator that on this flight, only 180 (or whatever the capacity is) customers may be accommodated.
•
Airports must try and assign row 31 to customers only towards the end. In case airport is unable to do so they may have to re-allocate seats to few customers as due to downgrade, row 31 shall be no longer available
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Benefits/Compensation Process Voluntary
The benefit for voluntary denied boarding shall be a complementary voucher of Rs. 6000/- per customer
Involuntary Involuntary denied boarding shall be in line with CAR Section 3 Series M Part IV, which is also incorporated specifically in the Conditions of Carriage.
For clarity, if the boarding is denied to customers against their will, the airline shall not be liable for any compensation in case alternate flight is arranged that is scheduled to depart within one hour of the original schedule departure time of the initial reservation
In case we are unable to arrange for an alternate flight (including through exercise of OAL options) then shall we will compensate the involuntarily de-boarded customers as per the following provisions
An amount equal to 200% of booked oneway basic fare plus airline fuel charge, subject to maximum of INR 10,000, in case airline arranges alternate flight that is scheduled to depart within the 24 hours of the booked scheduled departure
An amount equal to 400% of booked one-way basic fare plus airline fuel charge, subject to maximum of INR 20,000, in case airline arranges alternate flight that is scheduled to depart more than 24 hours of the booked scheduled departure.
In case customer does not opt for alternate flight, refund of full value of ticket and compensation equal to 400% of booked one-way basic fare plus airline fuel charge, subject to maximum of INR 20,000.
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International GD Process Highlights for the process :
For flights departing from India to AUH,DOH,DXB,KWI,MCT,SHJ,SIN,BKK,HKG,JED,KUL, HKT, the Indian Immigration stamp is not required on GD copies to be given on board. However these GD copies shall require IndiGo stamp. For purpose of records, the GD copies shall be stamped by the Indian Immigration after flight departure.
For flights departing from India to rest of the foreign locations mentioned in table below, the Indian Immigration stamped GD copy must be given on board.
Keeping the dynamic crew pattern in mind, Indian Airports must ensure at least 06 GD copies are handed over to crew.
Reference table for International GD Process :Indian Immigration stamp is not required on GD (EX Indian Ports)
Indian Immigration stamped required on GD (Ex Indian Ports)
AUH DOH DXB KWI MCT SHJ SIN BKK HKG JED KUL HKT
KTM CMB IST MLE DAC
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5. Cabin Seating Considerations:
Seating is important to ensure Customer comfort and convenience and overall safety of the aircraft.
5.1 Exit Rows: ATR 72-600: Emergency exit area seats in ATR 72-600 are row number 1 & 2. • • •
1DF 2 AC 2DF
For flights operating on ATR 72-600 station staff to ensure that at least one seat in each of the above blocks of emergency exit rows should be occupied and to be in compliance with DGCA CAR Section 2 , Series O Part VII. There are no extra crew seats in the cabin and no additional jump seat on the flight deck. Please note: Seat number 1DF are facing towards seat number 2DF. Staff travelling on Leisure (under SLT fare) are not allowed to do advance seat reservation. They are also not allowed to be seated on row 1 & 2 on an ATR aircraft. There is no additional jump seat for SLT. Airbus A320: Rows 12 and 13 are called emergency exit rows which have got extra leg room. Row 12 is non- reclining and row 13 is reclining. As per the policy, there must be four customers seated on the EEA. These seats are given by the check in counter staff.
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Note: • • •
Families travelling with infants and children shall not be seated on rows 1 to 4 and 11 to 14. Seating restrictions on rows 12 & 13 is to ensure safety compliance. Seating restrictions on rows 1 to 4, 11 & 14 are rows being a “QUIET ZONE”
5.2 Seat Charges: As specified in the picture below there are seats which are chargeable, please refer to the table for the different seats and their prices.
Please note: XL rows charges will be Rs. 500 at the time of check-in on ATR flights. Airbus Seat Charges: Fee at Airport( Skyspeed)
Fee at Airport( Skyport)
Domestic/International
Domestic/International
Domestic/International
1 Row
INR 800/1000
INR 1000/1200
INR 1000/1200
12 and 13 Rows
INR 600/800
INR 800/1000
INR 800/1000
Rows
Fee on website, call center, etc.
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5.3 Acceptance on EEA: The following conditions must be met before a passenger can be seated on an Emergency Exit: •
Should not be less than 15 years of age.
•
Should have the capacity and willingness to perform the applicable functions without the assistance of others in case of an emergency.
•
Should be able bodied, able to read and understand instructions in English or Hindi related to emergency evacuation provided by the operator in printed, handwritten or graphic form or the ability to understand oral crew commands. Should not be a potential threat or obstruct evacuation of others on board (customers must be profiled and shall be ascertained that he/she is not under the influence of alcohol or other in toxic substance) Should be willing to operate emergency exit in case of an emergency.
• •
Note: Check-in supervisor & Boarding gate in-charge should ensure that at least one seat in each of the blocks of the emergency exit rows (12 ABC, 12 DEF, 13 ABC, and 13 DEF) to be occupied. Customers who are not allowed to travel on EEA are as follows:
UNMR DPNA( Disable customer with intellectual and developmental disability who needs assistance) PRM Children pregnant ladies Customers with infants Senior Citizens (above 65) Obese Disability or medical issues
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5.4 Jump Seat These are vacant crew seats which can only be given to staff leisure travel customers after the approval of the Airport Manager and the Captain if the load of the flight is full. Please note: Checks for giving jump seat to a staff travel passenger are the same as EEA seating restrictions.
6. Airport Allocations: Now let us go through the procedures to be followed at each airport allocation:
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6.1 Reservations:
1 Reservation Counter A journey of the customer starts from making a reservation for his/her destination. A customer can book a ticket for domestic & international sectors at IndiGo’s reservation counter. • • • • •
Informing fares Adding Special service request Assigning of the seats Accepting ticket payments & adding comments Giving ticket print out
Are some of the tasks that are done for creating a new reservation Do’s Inform the customer of the various flights available as shown in Sky Speed with fare options such as Lite , Regular and Flexi Fares. Offer the reservation slip to the Customer requesting him to give his travel details. Ask the customer for the mode of payment to confirm the reservation (Cash/EDC/Credit Shell).
Narrate the fare rules to the customer (Flight Details/Baggage Allowance/Cancellation or Change Policy/ Check In counter opening and closing time/ Excess Baggage Charges). Inform the customer to carry a valid ID proof (PAN card, Driving License etc.) at the time of check in and for international travel, a valid passport and visa, if applicable.
Don’ts Never ask a customer to enter inside the reservation counter.
6E service standards Always smile & greet the passenger with their surname example- Good Morning, Mr Chopra!
Never show your screen to the passenger i.e Sir/Madam you can see my screen the fare is Rs 10000. Don’t leave your counter without signing off. You are responsible for everything that has been done by your user id. Never hold a PNR for customer at the reservation counter.
Always maintain an eye contact with the passenger.
You are not supposed to leave from your allocation without closing your daily sales report. Don’t give a refund till the time you make the customer fill-up the respective forms, always check the id.
Ensure grooming standards are followed.
Always ensure you give the ticket printout to the passenger with both the hands.
Attend to one passenger at a time, Avoid casual conversations with your colleagues in front of the passengers.
End the conversation with 'Have a pleasant flight' or Thank you for choosing IndiGo'
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6.2 Floor Walking Floor walking is the most important allocation. A floor walker is the brand ambassador of IndiGo. A floor walker needs to create an IndiGo bubble of customer service at every 6E touch point like: • Entry point & baggage screening • Kiosk, Check-in &SHA • Boarding gate and arrival hall The 6E Service Standards to be followed by a Floor Walker are: • • • • • • • •
Greet, Smile and Welcome the Customer using their last name (Eg. Good Morning Mr.Chopra, Welcome to IndiGo) Step forward and Pro-actively approach customers and initiate a Conversation. Do not wait for customers to reach out to you. Use Courteous words like May I, Please, kindly, thanks etc (Thank You Mr.Chopra). Positive body language – Upright, Inclined forward toward a customer and distribute the weight on both their feet equally. Use both their hands for transactions. Calm & Composed (Don’t look hassled and as if we are in a hurry ) Don’t abruptly say no – look for options/alternatives. Use open palm gestures to guide Thank the customer after the transaction (Eg. Thank You for choosing IndiGO
Here are some Dos and Donts: Do’s Queue Management: Floor walker must ensure that all Customers are allocated equally among all the open check-in counters Directing Customers: One of the main roles of a floor walker is to represent the airline for customers, who may be traveling for the first time. We must direct Customers to the correct queue on the basis of the type of check-in or flight. Checking Photo Ids: This is another method of reducing the wait time for Customers. The floor walker can carry ID verification while the Customers are standing in the queue so that their check-in time at the counters may be reduced. Assisting Customers: In case we spot any Customers who may require assistance like expectant mothers,
Don’t’s Floor walker should never leave his or her allocation i.e the defined area of work. Don’t direct the No show customers to the manager. They should always be directed towards Counter controllers.
Staff should not stand facing the counters and point out with their finger.
In case a wheelchair is not available, the staff should not leave the customer unaccompanied. Should escort him/her to the nearby seat available until the wheel chair is provided.
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UMNRs, wheelchair users, etc., we must ensure they receive proper assistance. Floorwalkers will continue to observe the condition of the bag and place an “LRT Sticker” on the damaged ones as a message to the Check-in Agent for further action. The floor walker shall also observe the size and weight of the hand bags in a more focused manner.
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Staff should not let go of any oversized hand bag and use bag sizer to check for a right fit. Staff must not misguide customers and always provide correct information with the help of colleagues, if required.
Floor Walker Process
Since this is a very vital role in the daily operations especially at the check-in counters, only the staff who is customer centric, proactive & tenured must be allocated on the floors. Below are the roles & responsibilities of Floor Walkers near check-in area. Depending upon the layout and size of the airport, this number shall vary. FW – Shall be positioned near the main entry Gate facing the gate. • • •
Welcome the customers with a smile and greet them. If a customer is flying with IndiGo, guide him/her to a KIOSK (Always use open palm gesture while guiding them or showing directions). Look out for customers who need special assistance.
FW – Shall be positioned near the KIOSK machines • • •
Be available for assistance. However DO NOT TOUCH THE KIOSK SCREEN. The best way to assist the customer is to educate them to do it themselves. Please ensure, not to touch the screen of the KIOSK while assisting the customer.
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•
Ask the customer and ensure power bank is not carried inside the checked-in bag. Paste the power bank stickers on the bag.
• •
Once the customers have printed the boarding pass, guide them towards the baggage drop counter. In case the customer’s flight is within 60 mins or is restricted from doing KIOSK check-in due to our business rules, guide them to full service check-in counters.
•
Be mobile and perform hand baggage control.
FW – Shall be positioned near the entry of the queue (assuming there are two entries for bag drop). •
Check if the customer already has a boarding pass. If not guide him politely to the KIOSK.
•
In case the customer’s flight is within 60 mins or is restricted from doing KIOSK check-in due to our business rules, guide them to full service check-in counters. Ensure the queues are well balanced.
•
FW - Shall be positioned near the exit of the queue that leads to check-in / bag drop counters. • • • •
Guide the customers towards vacant counters. Ensure at least two customers are waiting, one behind the other at check-in / bag drop counters. Ensure the GHA staff affixes plastic seals and removes old tags from the bags. (Refer roles & responsibilities of GHA). Ensure the passage is clear of trollies & check-in / bag drop counters have correct display.
6.2.2
Kiosk Check-in:
A kiosk is a self-check-in device that looks like an ATM machine. Customers are free to use these devices to avoid queues especially if they are only carrying hand baggage. They just need to enter the PNR details, select a seat and collect their boarding pass. In case they have check-in luggage, they can proceed to the baggage drop counters. At the kiosk machines, check-in closes 1 hour prior to departure. It is the duty of the kiosk floor walker to step forward and encourage IndiGo customers to use the kiosk for check-in. The 6E Service Standards to be followed by a Floor Walker at the kiosk are: • Smile, Greet and be well groomed. • Direct customers to different counters according to their respective flights. • You must always distribute hand baggage tags to customers when they are standing in the queue. • A floor walker can also reduce the wait time for the customers by conducting their photo ID check, while the customers are standing in the queue for check-in. • Carry a print of the flight format (routing sheet).
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Here are some Dos and Donts: Dos Staff must guide the customer on how to use the machine. Staff must check the id proof and put the “ID Verified stamp” and inform them, the same would be checked at the boarding gate. Customers who are unable to check-in at a Kiosk must be diverted to the counter. Please ask the airport authorities to display, if the machine is not operational. The customers who have their check-in baggage can also be checked in through a kiosk machine and later they can be guided towards the baggage drop counter.
Issue 2
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Don’t’s Don’t divert customer towards check-in counter for seat change request. This can be done by a kiosk machine. Staff is not supposed to operate the device and issue boarding cards. It is a self-check-in, so please only assist the customer. Customers should not be diverted to the counters in case they are travelling with just a handbag. Staff must not divert a customer to the kiosk if the departure is within 1hr. Bookings under standby & WATCH queue cannot be checked in through a kiosk. Please be extra vigilant to spot the SSR.
6.3 Check-in Counters A Check-in counter is a place where customers are checked in with their baggage to their respective destinations. There are various types of check-in counters: • • •
All flights counters Baggage drop counters. Excess baggage & rescheduling counters.
Some of the tasks performed at check-in counters are: travel document check, seat assignment, and baggage registration, printing boarding passes and baggage tags and charging excess baggage if any.
6.3.1
Pre Check-in Activities:
Ensure proper grooming standards are met before starting check-in for a flight. Check functionality of equipment Weighing scale, DCS systems, Printers ( BP & BT), FIDS, Baggage belt. Report any defect to the relevant authority. Check availability of stationary e.g (Boarding Pass, Baggage Tags, Fragile etc). Obtain the Flight briefing from the Flight Controller. Open the Check-in counters as per the counter opening times for domestic and international flights.
6.3.2
Check-in Transaction
Steps to be followed during the check-in transaction with the customer:
Smile, Greet and Welcome the customer, request for the travel documents and thereafter address the customer with his/her last name
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Verify the ticket validity, perform the document checks and Confirm the seat request and destination Ask the customer the prescribed security questions related to baggage e.g (Power banks, Dangerous goods mentioned on the chart Accept the baggage after checking name tags, prohibited and fragile items. Remove any old tags/labels from the bag Ensure that the hand baggage does not exceed the specific allowance. Complete the check-in transaction using the departure control system Print the baggage tags and boarding Pass. Label the bags with required tags. In case of a connecting flight, please inform the customer that their baggage has been tagged till the final destination and provide them with the onward boarding pass too. Brief the customer about the seat number, boarding gate number, boarding time & baggage details on claim tags number of checked baggage and the destination and direct them towards the SHA. Release the bags in a sleeping position on the baggage belt only after the customer has got his boarding pass and all the things have been cross checked Wish them a pleasant flight and thank them for choosing IndiGo.
The 6E Service Standards to be followed at check-in counters are: • Always smile & greet the customer with their surname example- Good Morning, Mr Chopra! • Always maintain an eye contact with the customer. • Always ensure you give the ticket printout to the customer with both the hands. • Attend to one customer at a time, Avoid casual conversations with your colleagues in front of the customers • Ensure grooming standards are maintained • End the conversation with 'Have a pleasant flight' or Thank you for choosing IndiGo'. Here are some Dos and Donts: Dos Smile and greet the customer. While taking the ticket and photo id, thank the customer Do cross check to ensure the name on the system and the ID match Do ask the customer for his seat preference before check-in & no. of bags he is carrying. Then tag the correct bags in front of the customers. Do look up and maintain eye contact while informing Ensure you circle the details in the boarding pass & explain it (boarding time/gate no/seat no/no of bags),
Don’t’s Do not look into the system while talking to the customer Do not check-in the customer without checking the photo id Do not enter the wrong weight of the check-in baggage in the system Do not handover the boarding cards with one hand or without circling and explaining the details
Do not release the check-in baggage without tagging before the customer leaves the counter
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while giving the boarding card thank & wish the customer for choosing IndiGo IndiGo System Generated Boarding Pass:
Kiosk Boarding Pass:
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Web Check-in Boarding Pass:
6.3.3
Manual Check-in:
When the systems go down, we need to follow the manual check-in procedure. Kindly ensure to use separate stationery for the manual process. Staff has to write down the details on the boarding cards, bag tags, manifest etc. Advance Information & Check-in Not Started: Manifest for all the flights should be printed at least 2 hours before the flight departure and keep it at the check-in and the reservation counter. All staff including security and loaders to be briefed about manual operations. Manual boarding cards and manual baggage tags to be used at counters.
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Manual Boarding Pass:
Seats to be assigned with the help of the manual seat chart. Suggestion: Seat chart can be divided into zones by the counter supervisor and seats can be assigned by the checkin staff in the designated zone only to avoid duplication. Separate counters to be allocated for each flight. Counter supervisor should maintain the records for each and every flight in detail including the infant boarding pass count. Excess baggage & charge of exit rows to be taken manually. Details to be entered in the register for records after handing over the slip to the customers. Baggage weight to be recorded on the manifest for the load & trim staff. A staff member should be dedicated for maintaining the manifest for all flights and remarks (if any) should be mentioned against the name. Total count along with the manifest is to be handed over to the counter supervisor, once the counters are closed. At the boarding gate, the customer count should be tallied with the counter supervisors. BMA and boarding gate staff should be vigilant as they play a crucial role in identifying the customers/baggage in the event of gate no-show. Manual reconciliation should be done at ladder point by the ramp staff. Manual manifest to be sent on-board. Flight to be released once the headcount is tallied. Once the systems are available, all customers to be checked-in with the help of stubs and ticket printouts. Entries to be updated in the system regarding EBT & exit row as per the available slips and details entered in the register.
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No Advance Information & Check-in is in progress:
Manual boarding cards to be used with sequence numbers starting from 300 for the first sector and 400 for the onward sector. All staff including security and loaders to be briefed about manual operations. In case of no information about seating given to the customers, then free seating to be advised to the customers. Baggage weight to be recorded on the manifest for the load & trim staff. Excess baggage & charge of exit rows to be taken manually. Details to be entered in the register for records after handing over the slip to the customers. To avoid confusion on-board, information about free seating should be given to the lead crew as well as the ramp staff so that accordingly the emergency exit seats can be allocated to able bodied customers. Once the counters are closed, total count of manual boarding passes issued to be advised to the boarding gate staff as well as the ramp staff. At the boarding gate, a separate count should be maintained for manual check-in and DCS check- in. BMA and boarding gate staff should be vigilant as they play a crucial role in identifying customers’ baggage in the event of gate no-show. Manual reconciliation to be done at the ladder point by the ramp staff, who in turn is required to reconfirm to the boarding gate staff that the count of customers with manual and system generated boarding passes tallies. Only after tallying the head count with the stub count, flight to be released and down line station should be informed regarding the free seating. Once the systems are available all the customers should be checked in with the help of stubs and manifest. Entries to be made in the PNR regarding EBT and exit row. Below is the proposed sample of the manual manifest that can be used at the check-in counters and we can have multiple copies of the same for the other related departments.
6.4 Baggage Make up Area (BMA) All the baggage that has been checked is collected and reconciled at the Baggage Makeup Area. Makeup means making or marking the bags as per the flight number in their respective units or trolleys. Tasks done in BMA are as follows:
Identifying and sorting the bags as per their flight number Assigning of baggage trolley and reconciling the bags Loading of special bags FF, Fragile & odd sized bag in separate trollies Passing on the baggage trolley number and ULD manifest to ramp or hold staff
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Here are some dos and donts: Dos Staff needs to ensure required number of loaders are available and Scanner to be full charged Staff needs to ensure that the helpers are not mishandling the baggage Staff needs to ensure all the bags have a security seal and no zippers are open. In case any baggage is received in a damage condition then the LRT needs to be signed by the Customer at the Boarding Gate/ladder point. Staff should carry a list of all the flights with sector break down and BAY numbers at BMA. Needs to coordinate with ramp staff for timely sending of baggage and ensure that fragile bags and special bags are sent in a separate trolley Connecting baggage to be kept in a separate trolley and sent to the correct bay number and before releasing the last trolley, staff to cross check with Check-in and Ramp for baggage count Manual baggage reconciliation sheet to be ready and available at all times, in-case the scanner fails Staff should ensure that the trollies are covered in bad weather (Rain)
6.4.1
Don’t’s Do not allow the helpers to throw the bags into the baggage trolley Do not sit/allow the helpers to sit inside the baggage trollies and neither sit on the bags Do not load/allow the helpers to load the baggage in the baggage trolley without reconciling
Do not take/allow helpers to take anything from the baggage and never load any bag over a fragile bag Do not load/allow helpers to load the priority bags (FF, Connection, through check-in) along with the normal bags Do not release/allow the helpers to release the baggage trollies open Do not release/allow the helpers to release the baggage trollies without trolley dispatch slips
BMA Activities for Gate No Show
Staff performing baggage reconciliation in BMA must enter the trolley number in BRS before scanning the bags. This will help the BMA staff to swiftly communicate the trolley number of gate no show bags to the skipper. Staff in BMA must close the trolley in the scanner as soon as the trolley gets full and/or another trolley is being used. Trolley/ULD manifest must be sent to ramp along with every departure baggage trolley Staff in BMA must create new trolley in the scanner before loading the baggage in the new trolley. Staff responsible to monitor loading must receive the trolley/ULD manifest without fail. He/she must mention the loading position on trolley/ULD manifest.
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6.4.2
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Baggage Handling System (BHS)
A baggage handling system (BHS) is a type of conveyor system installed in airports that transports checked luggage from ticket counters to areas where the bags can be loaded onto airplanes. A BHS also transports checked baggage coming from airplanes to baggage claims or to an area where the bag can be loaded onto another airplane. Although the primary function of a BHS is the transportation of bags, a typical BHS will serve other functions involved in making sure that a bag gets to the correct location in the airport. Sortation is the process of identifying a bag and the information associated with it, to decide where the bag should be directed within the system. In addition to sortation, a BHS may also perform the following functions: • • • • • • •
Detection of bag jams Volume regulation (to ensure that input points are controlled to avoid overloading system) Load balancing (to evenly distribute bag volume between conveyor sub-systems) Bag counting Bag tracking Redirection of bags via pusher or diverter Automatic Tag Reader (ATR) (Reads the tags on the luggage provided by the airlines)
There is an entire process that the BHS controls. From the moment the bag is set on the inbound conveyor, to the gathering conveyor, through sorting until it arrives at the designated aircraft and onto the baggage carousel after the flight, the BHS has control over the bag.
6.4.3
Baggage Handling Procedure
The check-in baggage of all flights are reconciled in BMA. Staff in BMA has to sort all the bags and identify their respective flight bags for scanning and placing them into an ULD/Trolley. A unit load device (ULD) is a container used to load luggage, freight and mail on wide-body aircraft and specific narrow body aircraft. It allows a large quantity of cargo to be bundled into a single unit. Since this leads to fewer units to load, it saves ground crews’ time and efforts and helps prevent delayed flights. Each ULD has its own packing list (or manifest) so that its contents can be tracked. All the bags then have to be reconciled using Baggage Reconciliation System (BRS). BRS helps the airline in quick reconciliation of check-in baggage and also help the airline staff to record all the baggage tags number with their respective ULDs. This helps the ramp staff in doing Last Minute Change (LMC). Below is the sample copy of a ULD report, which shows unit (trolley) number, Customer name, Source, Destination along with baggage tag numbers:
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ULDs (Designation codes, Inspecting, loading tagging, removal from service)
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Manual Baggage Handling Procedure:
In case the systems are down, the bags will be tagged with the manual baggage tags at the check-in counters. The baggage once reaching BMA to be reconciled by removing the bingo stub & to be pasted in the baggage reconciling sheets. The staff at Check-in counters need to staple the baggage claim portion to the boarding cards & should ensure the baggage tags are also stapled properly to the baggage so that it does not come off the baggage. In case of manual process the staffs need to carefully paste the bingo stubs in the baggage reconciliation sheet of the respective flight no/sector and seq. numbers.
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6.5 Boarding Gate: Boarding gate is the place at an airport through which the passengers board their designated aircraft. There is usually a waiting area around it. Boarding gates can be of two types: 1. Aerobridge Gate 2. Bussing Gate Boarding gate opens D-40 mins for Domestic Flights and closes D-25. For international flights, it opens D-60 mins and closes D-25. Some activities performed at the Boarding Gate are: Reconciling the customers against the checked-in load Printing the manifest, flight close and SSR Report Making announcements for pre-boarding, names and final call Depending on the mode of check-in, different documents/boarding passes maybe presented at the gate by the customer. 1. Kiosk Checked in 2. Web Checked in 3. Issued from the IndiGo Check in Counters
6.5.1
Pre-boarding Activities:
For every flight, the boarding gate staff must be available at the designated gates, 10 minutes prior to boarding time as printed on the boarding pass. CISF staff shall be arranged well in advance. Stationery items such as markers, A4 sheets, DAA tags, Manual Baggage Tags etc. shall be kept ready to update the flight status, change in gate or any other relevant information. Teams shall carry flight routing chart with relevant details such as A/C Regn , Flight No, Sector, STD/ ETD, also Incoming flight number , sector, STA/ ETA, Bay no, Gate no., the wheelchair report tallied with the system. The staff shall check functionality of all devices including desktop, keyboards, scanners, manifest printer, manual display boards, PA system for announcements and any other device used as required at the respective airports. Q Manager shall be aligned as per station layout (Straight/serpentine queue). FIDS for the flight must be displayed as soon as boarding is about to commence. In case of change in gates, airports to update FIDS and make clear announcements. Silent airports must use SMS application to notify gate changes timely. Team members shall greet and smile and resolve queries at all customer touch points while approaching towards the boarding gate. In case the boarding is not likely to commence at the time printed on boarding pass, staff must use white board to update the estimated boarding time, along with reason of delay. In the absence of white boards, A4 size printed sheets must be used and existing Q manager mounts to be used to display this information. The responsible team member shall also keep manual reconciliation sheets and A4 sheets for exigencies.
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One staff member shall ensure coaches are aligned at the gate and its display shows the correct flight number.
It shall be the responsibility of the gate personnel as well as the ramp coordinator to ensure that the above is fulfilled during the boarding process. Remember: Each transaction shall be carried out with utmost courtesy and politeness. Gate Announcements The announcements shall be made in the following languages in the below sequence: 1. Hindi. 2. English. 3. If necessary, in the local language spoken at the boarding station. When to make gate announcements 1. To inform about boarding routines and start of boarding. 2. To trace a missing customer. To inform about irregularities (refer to the announcement manual for the announcements) In the interest of time and punctuality, announcements should be made at regular intervals, requesting the customers to proceed to the boarding gate and to keep their boarding cards handy for reconciliation. Proactive verbal calls shall also be made to suit the requirements.
Start the boarding according to locally set deadlines. Always ensure that the boarding sequence is followed.
Make sure that the customer is boarding the correct flight.
Sequential boarding to be followed as per the company guidelines. Customer stub of the boarding card shall always be handed over to the customer. If the system shows a customer has boarded, request the customer to wait; call the supervisor to handle the situation and continue boarding
In case you are the only person at the gates, coordinate with the ramp staff before releasing the customer
If the aircraft is parked at a remote location and the customers are transported to the aircraft by a bus, before release, the staff managing the coach must ensure that: The coach driver is informed of the correct flight number and the correct bay number The driver is informed not to allow the customers to enter the ramp before there is a “clear” signal from the skipper or L1 is given Close the flight according to local deadlines. It’s important to maintain communication with all relevant staff. Communication typically includes information sharing using a hand-held device (Walkie-Talkie) and handover of documents There are possibilities that there are discrepancies during the process. All endeavors must be made to ensure such issues shall be settled before departure in a timely manner
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Priority Boarding:
The following categories of customers are boarded in the aircraft before other customers and before the regular boarding announcements: Customers travelling with young children and infants Unaccompanied Minors Wheelchair customers Elderly Customers Expectant mothers Armed forces personnel in uniform Customers who need special assistance such as customers with disabilities or sensory impairment Medical cases Sequential Boarding: At the aerobridge, row-wise boarding must be ensured. In order to do that three queues must be formed with three different signage: First) Rows 21 – 30 Second) Rows 11 – 20 Third) Rows 01 – 10 • • •
The sequence of boarding shall be done in the same order mentioned above Make boarding announcements. Refer to announcements Customers who need special assistance shall be allowed to board first.
On ATR flights customers seated between rows 1 & 6 to be boarded first, followed by rows 7 to 14 and then rows 15 to 19. This sequence of boarding is a must, keeping in mind the safety of the aircraft. Below is the picture for the boarding sequence.
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At bussing gate, row wise boarding must be ensured. In order to do that three queues must be formed with three different signage: First) Rows 11 – 20 Second) Rows 01 – 10 Third) • • •
Rows 21 – 30
Make boarding announcements. Refer to announcements Customers who need special assistance shall be allowed to board first Always ensure that you hand over the Coach Slip to the coach driver so that the coach can be dispatched to the respective flight and Bay
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The 6E Service Standards to be followed at the boarding gate are:
Smile, Greet and Welcome Customer using last name (Eg. Good Morning Mr.Chopra, Welcome to IndiGo) Step Forward and Pro-actively approach customers and not wait for customers to reach you Initiate conversation Use Courteous words like May I, Please, kindly, thanks etc.( Thank you Mr.Chopra) Positive body language – Upright, Inclined forward towards customer and distribute weight on both the feet equally Use both hands for transactions Calm & Composed ( Don’t look hassled and as if we are in a hurry) Don’t abruptly say no – look for options/alternates Use open palm gestures to guide Thank after the transaction (Eg. Thank You for Choosing IndiGo/Have a pleasant flight)
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Some Dos and Don’t’s are as follows: Dos Always ensure to display the FIDS and also ensure the PLA card is ready with a marker & duster Customers with special needs and children or infants to be given priority boarding Announcements to be done for the missing customers continuously. Staff must know about the process to be followed when the light turns “RED /GREEN” while boarding Staff must be careful while scanning the boarding card and also must enter the seq. number manually if scanner fails to read Ensure that the display on the coaches are correct and announcements to be done inside before releasing the coach and also “coach dispatch slip” to be handed over to the driver Staff must check flt number, name, date and sector before releasing customer Staff must scan the boarding card then look at the system if the system is showing double “++” sign before releasing customer Staff must ensure to share the details of the gate noshow customers with the ramp staff eg. Name, Seq. Number & Bag tag numbers Staff must handover the 2 copies of the Report 13 along with 01 copy of Report 14
6.5.3
Don’t’s Do not start the boarding without senior or supervisor’s approval Staff should not release the customer from the boarding gate if scanner gives “RED Light” Do not check the photo id of the paper boarding of the customer if the baggage claim tag is pasted. Do not let customer move till the coach has arrived Do not use “DAA Tags” for the bags, baby strollers, wheelchairs etc. which are checked in at the last minute at the boarding gate Staff must not allow any helper or colleague staff member to leave WCHR/C, BLND, UMNR or pax with special needs unattended at the boarding gate. Do not allow the customers to board after scanning the boarding card without cross checking in the system
Do not board the customer without checking the flight no & Sector before releasing the customer Do not forget to print the Documents (the 2 copies of the Report 13 along with 01 copy of Report 14) and send it to the flight in the last coach Do not forget to pass the details of gate no show customers to the ramp and L&T staff Do not forget to do the announcements in case of any delays on the flight
Boarding Standby Customers:
Incase standby customers are at the gates, provide seats to them post the flight is closed from check-in. In case the seats are not available, inform them that they would be seated on the jump seat (if applicable). Ensure adherence to jump seat seating criteria as per the CHM.
6.5.4
Gate No Show:
If a checked-in customer with baggage does not show up at the gate in time for departure, all efforts must be made to locate the customer – (Open PNR, RZ1 .n command to be used and call customer)
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If customer(s) is not located 20 Minutes prior to the departure, the boarding gate shall start the gate no show drill, as below: Boarding gate shall inform the ramp skipper the missing sequence & details of the checked-in baggage (as per baggage tag number only) as soon as possible. If the Customer is not found on-board, his/her checked in baggage shall be removed / offloaded from the aircraft. Boarding gate supervisor shall ensure that the Gate No-Show Customer shall be un-checked from the system along with his/her checked in baggage. The Load Officer shall be informed to make LMC for the customer & baggage before the submission of the load & trim sheet to the PIC and the cabin crew is also informed about the changes in the customer manifest. (In case the manifest is not handed over, the skipper shall make the changes to the manifest) Baggage of the customer, who does not board the flight shall be handed over to the concerned customer by the security staff on duty Activity
Responsibility
Inform skipper about missing customer sequence and bag tag nos.
Boarding Gate Staff
Basis the missing sequence, check on board if the customer is present or not. Simultaneously pass on the bag tag nos. to the staff at holds.
Skipper
Immediately check the trolley / ULD manifest, zero down to compartment no. where the bag has been loaded and immediately initiate the offloading process
Staff at Holds
Inform helpers to quickly locate the bag from said compartment no.
Staff at Holds
If customer not found on board, start performing LMC immediately without waiting for bags to be offloaded.
Load & Trim Staff
Once the bags are offloaded, submit the revised load & trim sheet to captain along with Aircraft Release Certificate
Skipper
Close cargo doors immediately
Staff at Holds
Note: In an event of Gate No Show it shall be ensured that the “no customer no baggage” rule is strictly implemented. Gate No Show Customer:Once a Gate No Show Customer reports at Gate, staff needs to ensure:- Need to calm the customer & inform politely that we will not be able to accept you on the flight. - Staff need to update the PNR & mention the reporting time of the customer. - Need to inform the customer the next available flight details
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Inform customer the Reaccomodation Policy :- Option to be on Standby for the next available flight: Charges: Rs. 1500/- (Pax can be accepted D -60 depending the flight load) or Option to get a Confirmed seat on the flight of his / her choice: Charges : Rs 2500 + fare difference Boarding gate staff to inform that the Reacomodation will be done at the check-in Counter / Reservation Counter (Depending on stations where check-in counter does not have the Reaccomodation Counter). Staff to escort the customer out of the SHA (Security Hold Area). Staff to make an entry in the CISF’s log book. The CISF cancels the boarding pass with a cancelled stamp. Staff to inform the customer that his/her bag will be sent to the check-in counter by a security staff. Counter staff need to inform the Reaccomodation process & then do the changes on the customer’s PNR. Counter staff will issue a new boarding pass for the next flight. Customer with baggage is offloaded by the Hold staff & sent to the counter / BMA (Depending on stations) & retagging of the bag is done by the counter staff of the BMA staff (as a fresh tag will be sent to replace the old one.
DAA - “Delivery at Aircraft (DAA) Baggage” These tags should only be used for wheelchairs and baby strollers or assistive devices or any other bag which contains personal medication and customer requests it to be delivered as soon as flight lands at the destination. Staff using the DAA tags, should note down the customer and baggage details carefully, and assure customers that the same shall be delivered at the Tarmac near L1 or at the aerobridge itself.
Metro Station Step 1: Note the time when the customer reported at the boarding gate Step 2: Calm the customer. Step 3: Ask for the boarding pass. Step 4: Add a Manifest Comment of the reporting time Step 5: Use Bury the NO tool & inform customer the Re-accommodation Policy Option 1 - to be on Standby for the next available flight: Charges: Rs. 1500/- (Pax can be accepted D -60 depending the flight load) (seats are subject to availability). Option 2 - to get a Confirmed seat on the flight of his / her choice: Charges : (change fee) + fare difference. (seats are subject to availability). Step 6: Escort the customer to the Security Hold Area Step 7: Make an entry in the CISF register Step 8: Ensure the BP has a cancelled stamp Step 9: Escort the customer to the reaccommodation counter. Boarding gate staff to inform that the Reacomodation will be done at the check-in Counter Step10: Counter Staff to reiterate the Reaccomodation policy :-
Non Metro Station Step 1: Note the time when the customer reported at the boarding gate Step 2: Calm the customer Step 3: Ask for the boarding pass. Step 4: Add a Manifest Comment of the reporting time Step 5: Use Bury the NO tool & inform customer the Re-accommodation Policy :Option 1 - to be on Standby for the next available flight: Charges: Rs. 1500/- (Pax can be accepted D -60 depending the flight load) (seats are subject to availability). Option 2 - to get a Confirmed seat on the flight of his / her choice: Charges : (change fee) + fare difference. (seats are subject to availability). Step 6: Escort the customer to the Security Hold Area Step 7: Make an entry in the CISF register Step 8: Ensure the BP has a cancelled stamp Step 9: Escort the customer to the reservation counter. Boarding gate staff to inform that the Reaccommodation will be done at the Reservation Counter. Step10: Counter Staff to reiterate the Reaccommodation policy :-
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Option 1 - To be on Standby for the next available flight: Charges: Rs. 1500/- (Pax can be accepted D -60 depending on the flight load) (seats are subject to availability). Option 2 - To get a Confirmed seat on the flight of his / her choice: Charges : (change fee) + fare difference (seats are subject to availability). Step11: Customer along with his/her baggage is offloaded by the Hold staff & sent to BMA & retagging of the bag is done by the BMA staff (as a fresh tag will be sent to replace the old one) Step12: New BP to be issued & inform the customer to proceed to the Boarding gate.
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Option 1 - To be on Standby for the next available flight: Charges: Rs. 1500/- (Pax can be accepted D -60 depending on the flight load) (seats are subject to availability). Option 2 - To get a Confirmed seat on the flight of his / her choice: Charges : (change fee) + fare difference (seats are subject to availability). Step11: Customer along with his/her baggage is offloaded by the Hold staff & sent to the counter. The counter staff will print a fresh tag & retagging will be done. Step12: New BP to be issued & inform the customer to proceed to the Boarding gate.
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International Customer does not reach the boarding gate - International(India) Step 1: Step 2: Step 3: Step 4: Step 5:
Note the time when the customer reported at the boarding gate Calm the customer. Ask for the boarding pass. Add a Manifest Comment of the reporting time Use Bury the NO tool & inform the customer about the Re-accommodation Policy:Option 1 - To be on Standby for the next available flight: Charges: Rs. 2500/- (Pax can be accepted D -60 depending on the flight load) (seats are subject to availability). Option 2 - To get a Confirmed seat on the flight of his / her choice: Charges : (change fee) + fare difference (seats are subject to availability). Step 6: Escort the customer to the Security Hold Area Step 7: Make an entry in the CISF register Step 8: Ensure the BP has a cancelled stamp. After the BP is cancelled, same is to be cancelled by immigration, customs and CISF commandant to retrieve the bag from BMA. Step 9: Escort the customer to the re-accommodation counter or Reservation Counter. Boarding gate staff to inform that the Re-accommodation will be done at the check-in Counter / Reservation Counter (Depending on stations where check-in counter does not have the Re-accommodation Counter). Step10: Counter Staff to reiterate the Re-accommodation policy :Option 1 - To be on Standby for the next available flight: Charges: Rs. 2500/- (Pax can be accepted D -60 depending the flight load) Option 2 - To get a Confirmed seat on the flight of his / her choice: Charges : (change fee) + fare difference Step11: Customer along with his/her baggage is offloaded by the Hold staff & Bags are brought up to the counters after taking clearance from immigration, customs and the CISF commandant. The bag/s will be retagged by a counter staff, verified by customs and later dispatched to the belt. Step12: New BP to be issued & inform the customer to proceed to Immigrations & the Boarding gate. Situations: Situation 1 :- Customer does not reach the boarding gate until D-25 Step 1: Step 2: Step 3: Step 4: Step 5:
Calm the customer Note the time when the customer reported at the boarding gate Ask for the boarding pass Add a manifest comment of the reporting time Use Bury the NO tool & inform the customer of the Reaccomodation Policy : Option 1 - to be on standby for the next available flight: Charges: Rs. 1500/- (Pax can be accepted D -60 depending on the flight load) (seats are subject to availability). Option 2 - to get a confirmed seat on the flight of his / her choice: Charges : Rs 2500 + fare difference. (seats are subject to availability). Step 6: Escort the customer to the Security Hold Area Step 7: Make an entry in the CISF register Step 8: Ensure the BP has a cancelled stamp Step 9: Escort the customer to the reaccommodation counter or reservation counter. Boarding gate staff to inform that the reaccommodation will be done at the check-in counter / reservation counter (Depending on stations where check-in counter
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does not have the reaccommodation counter). Step10: Counter staff to reiterate the reaccommodation policy :Option 1 - To be on standby for the next available flight: Charges: Rs. 1500/- (Pax can be accepted D -60 depending on the flight load) (seats are subject to availability). Option 2 - To get a Confirmed seat on the flight of his / her choice: Charges : Rs 2500 + fare difference (seats are subject to availability). Step11: Customer along with his/her baggage is offloaded by the hold staff & sent to the counter / BMA (Depending on Metro or Non-Metro Stations) & retagging of the bag is done by the counter staff or the BMA staff (as a fresh tag will be sent to replace the old one) Step12: New BP to be issued & inform the customer to proceed to the boarding gate. Situation 2 :- Customer requesting for Sector Change after he/she is a Gate No-Show customer Step 1: Step 2: Step 3: Step 4: Step 5:
Calm the customer Note the time when the c ustomer reported at the boarding gate Ask for the boarding pass Add a manifest comment of the reporting time Use Bury the NO tool & inform the customer of the Reaccomodation Policy :Option 1- To be on standby for the next available flight: Charges: Rs. 1500/- (Pax can be accepted D -60 depending on the flight load) (seats are subject to availability). Option 2 - To get a confirmed seat on the flight of his / her choice: Charges : Rs 2500 + fare difference (seats are subject to availability). As he requires sector change, only option 2 to be given. Step 7: Make an entry in the CISF register Step 8: Ensure the BP has a cancelled stamp Step 9: Escort the customer to the reaccommodation counter or reservation counter. Boarding gate staff to inform that the reaccommodation will be done at the check-in counter / reservation counter (Depending on stations where check-in counter does not have the reaccommodation counter). Step10: Counter staff to reiterate the Reaccomodation policy :Option 1 - to be on standby for the next available flight: Charges: Rs. 1500/- (Pax can be accepted D -60 depending on the flight load) (seats are subject to availability). Option 2 - to get a confirmed seat on the flight of his / her choice: Charges : Rs 2500 + fare difference (seats are subject to availability). Inform the customer that as he/she needs a sector change NMove will not be provided Step11: Customer along with his/her baggage is offloaded by the hold staff & sent to the counter / BMA (Depending on Metro or Non-Metro Stations) & retagging of the bag is done by the counter staff or the BMA staff (as a fresh tag will be sent to replace the old one) Step12: New BP to be issued & inform the customer to proceed to the boarding gate. Situation 3 :- Customer is a Gate No show & does not wish to travel on the next available flight Step 1: Step 2: Step 3: Step 4:
Calm the customer Note the time when the customer reported at the boarding gate Ask for the boarding pass Add a manifest comment of the reporting time
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Step 5: Use Bury the NO tool & inform the customer of the Reaccomodation Policy :Option 1- to be on standby for the next available flight: Charges: Rs. 1500/- (Pax can be accepted D -60 depending on the flight load) (seats are subject to availability). Option 2 - to get a Confirmed seat on the flight of his / her choice: Charges : Rs 2500 + fare difference (seats are subject to availability). As the customer does not wish to travel on the next available flight, customer is politely denied as it is a nonrefundable ticket the entire amount will be forfeited. However he/she can get refund of the Government taxes(PSF & UDF taxes) from the IndiGo website or through the Call Centre. Step 6: Escort the customer to the Security Hold Area Step 7: Make an entry in the CISF register Step 8: Ensure the BP has a cancelled stamp Step 9: Escort the customer to the re-accommodation counter or Reservation Counter. Boarding gate staff to inform the customer that the checked-in bags will be sent to the counters/Reservation Counter. Step10: Counter Staff to reiterate politely that as the customer does not wish to travel, the entire ticket amount will be forfeited however, he/she can get refund of the Government taxes(PSF & UDF taxes) from the IndiGo website or through the Call Centre Step11: Customer along with his/her baggage is offloaded by the Hold staff & the security staff will send the bag/s to the counter & return them to the customer. Step12: Check-in staff to escort the customer to the exit gate and details have to be entered in the CISF register, which enables the customer to exit the airport premises Situation 4 :- Customer reaches boarding gate post departure while staff have moved away to other gate/allocation. Step 1: Apologize, Use “Leap” and Calm the customer. Step 2: Note the time Step 3: Ask for the boarding pass. Step 4: Add a Manifest Comment of the reporting time Step 5: Use “Bury the NO” tool and inform the customer about the re-accommodation policyOption 1 - Offer a confirmed seat on the flight of his/her choice(Rs. 2500 + Fare difference) (seats are subject to availability). Option 2 - Offer NMove (Rs 1500/-) and request him/her to wait until 1 hour prior to the next flight’s departure (seats are subject to availability). Step 6: Escort the customer to the Security Hold Area Step 8: Make an entry in the CISF register Step 9: Ensure the BP has a cancelled stamp Step10: Escort the customer to the re-accommodation counter or reservations (Boarding gate staff to inform the pax that the changes to the ticket will be done at the re-accommodation counter/ reservations). Step11: Staff at re-accommodation counter/ reservations to reiterate the re-accommodation Policy Option 1 - Offer a confirmed seat on the flight of his/her choice(Rs. 2500 + Fare difference); Option 2 - Offer NMove (Rs 1500/-) and request him/her to wait until 1 hour prior to the next flight’s dep (seats are subject to availability). Step12: Customer along with his/her baggage is offloaded by the Hold staff & sent to the counter / BMA (Depending on Metro or Non-Metro Stations) & retagging of the bag/s is done by the counter staff or the BMA staff (as a fresh tag will be sent to replace the old one) Step12: New BP to be issued & inform the customer to proceed to the Boarding gate.
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Very Rare Situation (Visa expiring on the date of travel and customer is a Gate No show) In case the customer has an issue with his Visa, expiring on the date of travel. Staff to call a manager and the customer would be supported in getting in touch with the Embassy for visa extension Incase Visa cannot be extended and the customer cannot be sent on any other airline or flight, the Manager to connect with the immigration officer and assist the customer as directed by the immigration team
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As soon as the bags are tagged as “ DAA “ they should be loaded separately preferably door side , information to be included in LDM and the arrival skipper should make sure that these items are brought near the customer Ramp/ Aerobridge as soon as Customer disembarkation starts. Handling of Excessive Cabin Baggage • Any baggage which may not fit into the cabin must be tagged (manual baggage tag) by the gate/ramp personnel and to be delivered at the aircraft upon arrival. •
Proactively retrieve all excessive / heavy cabin bags for loading into the cargo hold. This practice shall efficiently prevent delays. (Failure in intercepting such bags at the boarding gate may lead to constraints in the storage space in the overhead bins particularly if the flight is full.)
•
When excessive hand baggage is retrieved, each bag should be tagged with Manual Limited Release Tags.
•
Copy of the stub should be given to the customer with an assurance that the same shall be available for claim on baggage carousel in arrival hall at the destination.
•
Boarding Gate Staff shall advise the actual number of retrieved hand bags to the skipper to always be loaded in Compartment 1 Door side ( information must be given to the coordinator to ensure the same is sent via LDM to the down line station)
How we say NO plays a very important role in handling such situations. Never say No directly, rather “BURY The NO”! Step 1: Show willingness to help-”I wish I could help you with this…..” Step 2: Bury the NO with a reason-”However, this may delay the flight/I am not certified to do so….” Step 3: Offer Choices-”What I can do for you is” Step 4: Patiently repeat yourself Step 5: Say it with a smile & a pleasant tone
6.5.5
Boarding Completed:
Communicate with the cabin crew when the boarding is completed. Provide information about the boarded customers and hand over a seat assignment report no 13 and Flight close report no 14 print. Please Note: Report 13 & 14 should be printed not earlier than 30 minutes prior to the departure time. In case after printing this manifest, there are gate no-show, it’s the skipper responsibility to strike out the names of gate no show customers from the flight close manifest only. There is no need of making changes on seat assignment manifest.
6.6 Baggage Break up Area (BBA) Baggage Breakup Area is the place where all the bags of all incoming flights are sent and segregated as per flight number and belt. Tasks done at BBA are as follows:
Flight briefing to all service partners Monitoring of all bags Maintaining OMDA compliance
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Some Dos and Donts are as follows: Dos FF Bags to be offloaded on priority on the belt. All bags must be offloaded with utmost care. Fragile bags to be sent separately with a helper. All the handles of the bags should be facing the customers Check all baggage trolleys before releasing them from BBA for any bags left behind
Don’t’s Do not throw/allow helpers to throw bags on the belt. Do not allow the helpers to sit on a bag. Do not allow helpers to take anything from the bags Do not release or allow helpers to release the baggage trolleys without checking for leftover bags
6.7 Arrivals:
19 Airport Allocations – Arrivals Arrivals Dos and Don’ts (general) Dos Senior staff members to be allocated with the normal staff Staff must ensure that enough number of wheelchairs, stationery, helpers etc to be available in advance Staff must inform the ramp staff about the belt number
In case of MHB staff must proactively fill details on WTW
Senior staff must brief the team before arrival of the aircraft and also allocate them duties in case of any UMNR /MAAS/Wheelchair etc Staff must interact with the customers on the floor and assist them Must display the names of the customers whose bags have not arrived so that the formalities can be done quickly and customer can leave without wasting time Co-ordinate with the BBA if the delivery is getting delayed and keep the customers informed about status of their bags
Don’t’s Staff to ensure that wheelchairs, baby prams, fragile items or over size bags should not be kept on the belt for delivery Never leave your allocation Do not commit customer or tell them anything about the maximum compensation if the bag has been damaged/lost Do not offer cash compensation to the customer if the limit of compensation has advanced beyond Rs700/Do not ignore the complaint raised by the customers even if that is related to the airport infrastructure and go extra mile to help them Do not use any equipment eg. Wheelchair, trollies etc which are not serviceable While on the floor staff must not talk to each other
Don’t forget to inform the skipper the arrival belt no for the flights
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Involve senior staff if the bag has been damaged and customer is seeking for the compensation Always guide customers having connecting flight through the right channel If you have to leave your allocation or call off your duty then please handover the work with details
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Do not forget to monitor the RTs for any important messages from ramp or BBA to arrivals, as they may be missed. Don’s stand away from the concerned belts or in a place where the customers can’t see you when the arrivals is happening Do not get into any argument with the customers
19.1 Pre- Flight Activities Ensure the correct belt numbers are displayed in the arrival hall Arrival counter Staff must pass on the information of all the SSR like no of WC, UMNR, special handling etc. so that they can be deplaned last with 6E staff. Staff to monitor the timings of the first and last bag on the belt Baggage tags to be checked before customers depart from the arrival hall Handles of the bags to be towards the outside as bags travel on the conveyor belt Using suggested verbiage as customers depart the arrival hall Ensure that “Customer Feedback Forms” are readily available in the arrival hall for customers.
19.2 Mishandled Baggage
Delayed Bag (AHL – Advise If Hold) - non-arrival of customer’s check-in/ registered baggage. Damaged baggage (DPR) - damage to check-in/ registered baggage. Pilfered baggage (DPR) - items missing from check-in/ registered baggage. On Hand Baggage (OHD) - bag found unclaimed on arrival.
19.2.1 Mishandled baggage – Advise if hold (AHL) Show empathy/reassure Check immediately: Baggage claim tag on the boarding pass. Verify the name of the customer with name on the claim tag. Claim area(s) and with the ramp staff for any left behind baggage. For exchange cases, check with other airlines, in case the same arrival belt is shared with them. Fill PIR as per baggage identification chart (Affix baggage claim tag to report/mention the weight of the baggage) Tracing the Bag
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Check the baggage tracer on World Tracer Web (WTW) Call the originating station / transit station. Send an e-mail to all stations regarding any unclaimed bags at their stations. Check with cargo as cartons sometimes are wrongly dispatched to the cargo warehouse. Check with other airlines & airport authority’s lost and found department. Update the customer regarding the status of the missing bag.
19.2.1.1 Compensation policy for AHL Domestic: 6E liability -Rs.350/- per kg to the max. of Rs. 20,000/- Claim settlement: only if the bag is untraced after 05 days International: Our liability- USD 20/- per kg. Claim settlement: only if the bag is untraced after 14 days
19.2.2 Mishandled baggage -Damaged Baggage (DPR)
Show empathy/reassure Fill PIR report Highlight the area damaged Costs of the damaged bag / articles Weight of the damaged bag to be mentioned Click photographs of the damaged portion
19.2.3 Mishandled baggage - Pilfered Baggage (DPR)
Show empathy / reassure Fill PIR report Enter the difference of weight of actual checked-in baggage & pilfered baggage. Enter weight of delivered baggage Enter articles and costs of articles missing Click photographs of the pilfered portion & send it along with the compensation approval format
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Compensation Amount 3000 < or = 5500
Respective Regional Director
> Rs 5500
Mr. Anil Kumar Pal
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19.2.3.2 Replacement of baggage There are some brand new soft top and hard top bags available at all stations which are meant for on the spot replacement for bags which are totally damaged and are beyond repair however the cost of the replacement bag in the DPR file in WTW The cost and types of the replacement bags available with us which are usually given to the customers are mentioned below for your reference. S.No.
Brand
Type
Size
Cost
1
Stream Alfa
Hard Top
69 CMs
Rs 5214
2
Stream Alfa
Hard Top
79 CMs
Rs 6174
3
Stream Alfa
Hard Top
55 CMs
Rs 4014
4
Malta Bay Spinner
Soft Top
67 CMs
Rs 4320
Loaner Bags The used crew bags/specially designated loaner bags (Not the bags used for replacement) are available at all stations which are used in case we take the customer’s bag from the airport for getting it repaired. We give the loaner bags to the customer to shift all his belongings from their bag to the loaner bag. Later, once the c ustomer’s bag gets repaired & it is delivered back to the customer, we collect the loaner bag back from the customer. All claims should be submitted on the arrival before leaving the terminal building and IndiGo assumes no liability for fragile or perishable items.
19.2.4 Unclaimed /Left behind bags (OHD – ON HAND) On Hand (OHD) is created for left behind baggage in the Arrival baggage reclaim hall. These baggage are either left behind by a Customer or has been forwarded from a different port against the PIR (AHL) which are then required to be delivered to the Customers.
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19.3 Carry-on items IndiGo will not accept claims for lost, forgotten, pilfered or damaged carry-on items
19.4 Arrival End to End process (specific to baggage handling) 1.
Process followed at Origin Station
Any left behind/untagged/unclaimed baggage noticed in BMA or at the arrival belt, below actions to be taken: MHB Coordinator / Check-in Counter or BMA (depending upon where the bag is found) , staff to create OHD, QOH File in World Tracer with correct color, type, brand, along with the content details and mention where the baggage was found in the free form section of World tracer file. Bags reaching erroneously/over carried to other airports should follow the same process as stated above by the arrival staff raising OHD/QOH. Simultaneously, the departure airport shall trigger SMS using SMS application and same shall reach the customer as soon as he lands at the destination, Reference GRC 13/2016 Stations to ensure provision of World Tracer & SMS portal access to the BMA staff in order to ensure immediate creation of OHD/QOH/ FWD Files in World Tracer Staff shall update all such PNRs with necessary comments including tag numbers of left behind bags and shall inform the destination airports through various mediums of communication. Origin Station shall immediately provide feedback to staff member who commits such an error and his/her personal file shall be updated as per EPMM policy In case of an untagged or unclaimed bag, all efforts must be made to find out the owner of the bag, by looking for matches in WTW, pulling out the PNR and contacting the customer. If need be, the bag must be opened under CCTV in presence of one security staff member and one MHB staff member. Bag to be sent out on the next available flight, as a rush bag followed by FOH/FWD files 2.
Pre Flight checks before the Arrivals
Fifteen minutes prior to ETA, Arrival Staff to ensure Podium is clean, placed suitably in the arrival hall and visibility of IndiGo as counters get instantly noticed by the customers. All devices including Laptop , Laser printer , Walkies-Talkies , LAN cable/ Data card , Shift Duty Cell are in working condition at all times and desired stationery items in place: a. Clip Board and stationery items b. Flight movement sheet c. Manual PIR copies d. Baggage ID chart e. Laminated copies of IndiGo, conditions of Carriage f. Compensation form g. NEFT form h. Blank A4 Sheets Staff to check if Sky port / Sky Speed and World Tracer are in working condition and kept logged in for swift action.
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In case of any connectivity issues, IT representatives should be called to resolve such issues before the customers arrive in the arrival hall. Staff should keep necessary information ready in case any prior FOH/FWD message received from Origin station regarding left behind bags Proactively coordinate with the Airport Operator to display the correct belt numbers of all Incoming Flights Call up the station MHB coordination team to ensure if any relevant message is received by them regarding any short shipped bags and keep the customer details handy. As soon as the flight lands, call the customer and request him to contact the IndiGo representative in the arrival hall. Do not wait for the customer to come, search and report the missing baggage.
Property Irregularity Report A PIR is filled when a customer claims that his registered baggage is missing on arrival. This report should be filled in detail and clearly so the case can be followed up by any staff on duty. Staff should write his name and IGA Code on the report very clearly for seamless follow ups by the following shifts. Missing Baggage Action1 When a customer reports missing or lost bag:
Greet the customer as per time of the day, take baggage tag number and baggage description such as : Color, type and brand Share description with the staff at Ramp, BBA and BMA: Check the incoming baggage trollies, break up area staff, around arrival belts, aircraft holds including transit baggage(if sufficient ground time available), Baggage make up area to check if baggage received along with long connection baggage Check with Cargo and share the baggage description very clearly. Simultaneously initiate tag number tracing on WTW. If the baggage is located, handover the same to the customer and apologize for the delay and inconvenience caused. However if the baggage tracing is taking longer, do not make the customer wait, instead get the PIR copy signed with an assurance that the baggage shall be delivered as soon as it’s traced and received. If the baggage is not located: Staff shall check with MHB Coordinators if any relevant information is received through various modes of communication Staff shall also check the PNR to see if any relevant comment has been added Staff should also call up origin / transit / transfer station to check if any bag has been left behind and confirm details of Rush tag/ Next Flight bringing in the baggage. Keep the customer informed if any information is received. In case no information is found and the bag is not located even at the origin or not located on WTW: Staff must process the PIR formalities All efforts to be made to ensure the customer receives an Electronic Copy of the AHL File created on World Tracer.
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In situations such as connectivity issues where AHL cannot be created on World Tracer immediately, only then manual PIR should be filled. With the objective of strict compliance of World Tracer usage, Airport Managers shall ensure Manual PIR copies stock is kept under their control. All precautions to be taken to ensure each section is filled neatly and with the correct details. Staff should write his name and IGA Code on the PIR and take signatures from the customer. One copy of the PIR to be given to the customer with the assurance of the first phone call as early as we receive any information or within the first 4 hours even if information is negative. Contact number of the Station MHB Coordination Desk to be shared with the customer. As far as possible avoid Manual PIR, however in case of multiple customers, manual PIRs can be made to reduce the waiting time.
AHL in World Tracer As soon as the Manual PIR copy is made and the customer leaves the arrival podium, the staff in the arrival or at MHB Coordination Desk should immediately create AHL in World Tracer and look for a match with the already updated OHD Files In case a match is found and incoming flight details are confirmed, the MHB Coordinator shall immediately call up the customer and update him with the latest information. However in case the bag is not located, even then the customer should be called up once within first 4 hours, applicable between 0800 hrs to 2000 hrs and then every 24 hours and be informed of IndiGo’s efforts to trace the bag. Note: Baggage tracer, follow up details to be updated in the PNR comments in World Tracer File (I.e. Called stations at xx: yy hrs, informed the customer about baggage tracing updates etc. this would help any staff to carry out seamless follow-ups. PNR comments would help call-center staff, Customer Relations Team, if the customer contacts them directly.
Restoration of found baggage If the missing or lost baggage is found, it must be returned to the customer as quickly as possible. On no account must the customer be asked to collect his baggage personally from the airport unless Customer himself/herself proposes the same. MHB Coordination Team should expedite closure of each AHL file in minimum possible time In case the baggage is left behind at the origin due to Power Bank/ OOG/Level 4 reasons, the customer shall collect the bag himself from the IndiGo office at the Airport. Settlement of Missing/ Lost Baggage Cases If the baggage is not found for over a period of 5 days, same is declared as lost.
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In this case, the compensation amount is calculated @Rs 350 per Kg and the customer is informed about the same basis the actual weight of the baggage mentioned in the PIR Report (Compensation process as per circular IGA / AOCS, 010 / 2014.) In case the same is acceptable to the Customer, the MHB Coordinator shall take the compensation approval on the MHB Portal, once the approval is received then the staff shall enquire about the bank account details from the Customer for NEFT transaction ( Reference Circular number IGA / AOCS/ 012/2014 ) Airports shall fill up the NEFT request form in Annexure A / IGA/ AOCS/012/2014 and send it to Finance team via email to process the NEFT transaction. Please ensure that all the details in the NEFT form are correct. Once the amount gets credited, the same cannot be reversed. The customer name and bank account holder name should be same. MHB Coordinator shall stay connected with the finance team and with the customer until the required amount gets credited in the Customer’s account and the file gets closed on World Tracer. In case of any delay in the amount transaction, the case should be escalated to the Finance Department. However incase the customer does not agree with the AHL settlement, amount shared by MHB Coordinator: MHB Coordinator escalates the case to [email protected] MHB Coordinator proactively follows up with the Customer Relations Team until the case gets closed by them
Damaged Baggage When a customer reports Damage of Property, following action should be taken:
Action 1 Check whether the baggage has been tagged with a limited release tag Also if the customer is claiming for compensation for Minor Damages such as scratches, nicks and bruises, broken handle, broken rubber foot or wheel If so, politely decline any compensation and explain that the customer has already signed “Limited Release Tag“ at the origin In case of minor damages, the staff shall apologize for the inconvenience caused however shall politely decline any compensation referring to “IndiGo Conditions of Carriage“ available on the website and a laminated copy of the same also available in the arrival folder In case the customer gets upset, staff shall call up the “Priority Service Help Desk“ and explain the case. Under no circumstances the staff should be viewed by the customer as rude, indifferent, non-cooperative, aggressive or complacent. All efforts should be made to handle the situation politely, courteously and calmly.
Action 2 Staff must ensure that the Customer interaction happens at the IndiGo podium/IndiGo Desk at arrival and process the DPR formalities
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Preferably the customer should be given an Electronic Copy of the DPR file created on World Tracer In case connectivity is an issue and DPR cannot be created on World Tracer, manual DPR should be filled All precautions to be taken to ensure each section is filled neatly and with the correct details In case Damage of Baggage can be ascertained as a major damage, the compensation process as per the circular IGA / AOCS, 010 / 2014 should be initiated right away. In case the compensation amount is less than Rs 1000, the case should be closed immediately by the arrival staff. Staff should write his name and the IGA Code on the PIR and take signatures from the customer and the File should be labelled as “CLOSED”. Settlement of Damaged Baggage Cases However in case the DPR is not closed in arrival, the MHB Coordinator shall call up the Customer within 4 hours and follow the compensation process as per the circular IGA / AOCS, 010 / 2014. Customer shall be offered a replacement bag or a compensation amount basis the MHB Coordinator’s follow ups / Customer’s expectations. Once the cash compensation is agreed, the MHB staff shall seek compensation approval on the MHB portal and once the approval is received, the MHB Coordinator shall enquire about the bank account details from the Customer for the NEFT transaction Once the Bank account details are received, the same are forwarded to the Finance team for necessary processing, exactly as stated above in the Missing bags settlement process. MHB Coordinator shall stay connected with Finance and with the customer until the required amount gets credited in Customer’s account and the file gets closed on World Tracer. However if the replacement bag is demanded, the staff shall ensure to deliver the replacement bag in coordination with the customer as per his preferred address and convenience and the file gets closed in World Tracer.
Pilferage: Customer informs the staff that there has been a pilferage in his/her baggage. Staff shall Inform BBA, Ramp and security manager about the missing item details. In case anything is found in the trolley or hold or near the belt, the same is handed over to the customer and the staff shall apologize. In case nothing is found, the staff requests the security manager to visit the arrival hall. The baggage weight to be checked in the presence of the security manager to find out the weight difference. Same to be checked with the help of the portable baggage weighing scale. Create a PIR and inform the customer that we shall investigate and get back to the customer within 24hrs. Security manager would get all the helpers checked, CCTV footage observed and he/she shall investigate the issue. MHB coordinator to write to the CR with the complete details and full case history along with the PIR and the World Tracer File details for them to take the case forward for closure. Customer Relations would call the customer and close the case with suitable compensation.
IATA BAGGAGE IDENTIFIVATION CHART
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Post flight work: -
Before going back from the shift, staff must ensure that there should be another staff to take over the transaction incase required (especially during IROPs or while assisting customers with special needs.) Check “Payment receipt report” and handover the revenue to the concerned team as per the local process before leaving office. Report to the manager for the Debriefing before going back home. For international operation staff must file the documents before leaving (LIR, Fuel list, Passenger Manifest, Cargo manifest, LDM ,Inspection certificate, Rush bag, ACM slip, NOTOC,UMNR form, Fit to fly certificates, Allocation sheets.
21 System Training Sky Port login command: “Hello” command is to be entered to start working on Sky Port. For training: - Log in ID hello delt2, def (Training Mode). Password – Password$123 Airport Menu gets displayed and we can accordingly perform different tasks and retrieve lists and reports as per the requirement.
SEAT MAP SIGNS /\
1st Row (more leg room)
r
reserved by system(Vacant seats)
R
seat reserved by CUSTOMER/ Agent
-
vacant seat
*
Customer checked-in
N
Non-reclining (row 11,12&30)
E
Emergency seat
W
Wheel chair
I
Infant
C
Child
X
Unserviceable/blocked by AM
S
Stretcher
U
UMNR
H
Seat on hold
B
Seat blocked by system
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21.1 Skyport Commands Baggage .B .B1
Display baggage totals Display checked-in baggage for Customer Checking In Customers
C1 C1/8A F SM U
Check in customer 1 Check in customer 1, assign seat 8A Display all customer Display seat map Display customer totals
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Assign/reassign seat 8A to customer 1 Special Service Requests (SSRs)
.SSR
List of all the SSR
.SSR1
List of all the SSR for first customer Finding Flights
L LDELBOM LDEL
List all flights for current date List of all the flights from DEL to BOM List all flights that originate at DEL Customer Information
J1
Change customer 1 title to CHD
.M
Display all customer with manifest comments
.M1
Display manifest comments for customer 1
.8A
Display customer with seat 8A To Board Customer
BRD Sequence number eg.2 EX
To enter the boarding mode To board Exit from PNR. To De-Board
BRD
To enter the boarding mode
Sequence number& X eg.2X To De-board EX
Exit from PNR.
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Quick Entries CLS
Clear Screen
MD
Move down
EX
Exit
.D
To display the list of the downline station
.I
To display the list of the inbound customers
.X
To display the list of connecting customers
.T
To display the list of the transit customers
.Z
To display aircraft zones
LL183
To display the details of flight#183
F Surname
To search the customer details with surname
.C
To display all checked in customers
.N
To display “No Show” Customers
.S
To display names of the stand by customer
.QB
To display list of boarded customer
.QN
To display list of checked but yet to be boarded
Ab1
To add a bag under first customer name
.AB123C
To display the customer details booked on PNR
HELP
To access online help
CS1
To check-in standby customer
.FI/flight no
To display flight information of a respective
.Q80
To display sequence 80 customers
.BA1
To display baggage allowance Skyport Reports
Report No 1
Check in
Report No 12
Aircraft Zones
Report No 13
Seat Assignment (Flight manifest)
Report No 14
Flight Close
Report No 15
Payment receipt ( Daily sales Report DSR)
Report No 25
Baggage weight by leg
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21.1.1 RZ1 is used for two purpose 1.For updating a comment in skyport
2. For PNR summary Commands under RZ1
Rz1
.F
To display payment details of the customer
CM-LRT taken for wheel broken bag
.I
To display flight information of the customer
R- pankit (staff name)
.N
To display the contact details of customer
.C
To display all the comments
.H
To display full history
ER
(save) BYE
21.1.2 “WATCH” PROCESS At the time of check in if a PNR is shown “locked”, request the customer to produce proof of payment. The valid proofs of payments are: The credit card in original that was used to make the bookings (if the payment was done through international Credit Card) A photocopy of the credit card with the signatures of the card holder (if the Credit Card was issued in India)
Scenario 1: If the customer fails to produce credit card or photocopy of the credit card (Skyspeed)
Scenario 2: If the customer produces credit card or photocopy of the credit card attested (Skyport)
Again charge the customer the same amount, paid at the time of reservation and queue the excess amount for refund. Always update the PNR. F10 Retrieve PNR
The following process should be followed: CSE at the check in counter will utilize the use the following command:
Verify details with the Customers F6
Add payment
Charge customer the same amount paid at the time of the reservation and refund the amount in excess (reflecting in blue color).
CL1/watch (CL Line Number/Watch) Enter contact: Contact details of Customer Enter Reason: CC Verified/ First four Digits of card/ Agent name The PNR is now cleared of the lock menu and normal check in can continue.
Notes: No additional charges are levied on the customer.
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21.1.3 Through check-in 21.1.3.1 Through check in process scenarios according to Airports (terminals) –
At Origin Station:The Check-in agent must, Verify if the customer is booked on a legitimate connecting fare (not forceful connection) Perform a thorough visa and documentation check. For any additional details please refer www.timaticweb2.com which can be accessed through station laptop or smart phone Check-in the customer till final foreign destination, i.e. provide boarding pass up to final foreign destination post a thorough documentation check Check-in the bag till the final foreign destination Depending upon the available connecting time, affix the long/short connection tag appropriately Check-in agent must also advise the customer that if his or her baggage is required for further inspection at the transit/connecting station by any regulatory authorities the customer must be willing to do so and the same would be facilitated by IndiGo staff. At Transit or Connecting Airport: Customer shall not be required to present himself/herself at check-in counters of the transfer / connecting airport
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IndiGo staff must provide a list of transfer / connecting customers to CISF, Customs & Immigrations and to any other regulatory authorities in advance or as per local prescribed regulations. This list can be obtained from Skyport In furtherance to point 1.1.1 f mentioned above, IndiGo staff must facilitate & cooperate with local authorities in cases where they have prior information from such authorities about identifying these customers and baggage At boarding gate, staff must ensure documentation check as per requirement of final foreign destination. Situations:Connection through an integrated terminal •
Customer is travelling from DEL-BLR-SIN on a legitimate connecting fare (not forceful connection)
•
Check-in agent at DEL must ensure the documentation check as per the requirement of final foreign destination and only then check-in the customer and bags till SIN
•
At origin, customer must be informed that s/he is not required to collect the bag at BLR nor report at BLR checkin counters
•
In this case BLR must also ensure the documentation check at the boarding gate as per the requirement of final foreign destination
Connection through a non-integrated terminal •
Customer is travelling from VNS-BOM-DXB on a legitimate connecting fare (not forceful connection)
•
Check-in agent at VNS must ensure the documentation check as per the requirement of final foreign destination and only then check-in the customer and bags till DXB
•
At the origin station, customer must be informed that s/he is not required to collect the bag at BOM nor report at BOM check-in counters. However the customer shall be required to manage his/her own transfer between domestic and international terminal
•
In this case BOM must also ensure the documentation check at the boarding gate as per the requirement of final foreign destination.
Points To Remember:
Depending upon the available connecting time, affix the long/short connection tag appropriately. Check-in agent must also advise the customer that if his or her baggage is required for further inspection at the transit/connecting station by any regulatory authorities the customer must be willing to do so and the same would be facilitated by IndiGo staff.
In case of customer’s inadmissibility in foreign country due to documentation error, the origin airport shall be held accountable for any such error.
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There is no change in the through check-in process for customers travelling from a Foreign Airport to another Foreign Airport or from a Foreign Airport to an Indian Airport.
Specific to DEL: the Transit Baggage shall be placed on injector belt at T-3 under Supervision of Security Staff for Inline Screening before it reaches BMA.
Specific for BOM: All transfer baggage shall be re-screened by airport operator considering Mumbai as origin station.
Specific to MAA/CCU: The transfer baggage shall be re-screened at L3 level before loading under intimation to Customs/ASG.
23 Codeshare Code Share It is a business arrangement, in which two or more airlines publish and market a flight under their own airline designator and flight number
Two PNRs One E-ticket number One Airline Code Operating Carrier & Marketing Carrier Concept
What is Marketing and Operating Carrier
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Marketing Carrier When an airline is allowed to sell a seat on another carrier, it is called the marketing carrier Operating carrier When an airline is carrying customer for its code share partner it is called an operating carrier.
Sold by 6E PNR: ABC123 6E 021 DEL-IST 6E 9221* IST-LGW (Operated by TK 221)
Sold by TK PNR: ABC123 TK 9021* DEL-IST (Operated by 6E 021) TK 221 IST-LGW
Note: - TK cannot sell only a domestic leg alone on 6E, it has to be in continuation of an international journey & vice versa as well Note: - An operating carrier, the airline does not have any rights on the PNR, however operating carriers polices would apply What is E-Ticket In an environment where two or more airlines enter into a partnership with an arrangement to sell each other’s flight inventory there is a need for a common document for financial reconciliation. This document is called e-ticket.
What is the difference between PNR & E-Ticket •
PNR comprises of following:
•
P – Phone no. / Email id
•
R – Received from (GDS, OTA or Direct)
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I – Itinerary (Flight no., sector etc.)
•
N – Name of passengers
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T - Ticket number (The moment payment is added, ticket number is issued and the PNR gets converted to a ticket)
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TK as Marketing Carrier & 6E as operating Carrier
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6E as Marketing Carrier & TK as Operating Carrier
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IROP situations
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24 Timatic
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