Guide to Passenger Services and Baggage Handling. Oversized, heavy luggage. Payment procedure for excess baggage

Arrangement of passenger services upon arrival

The passenger meeting and boarding agent receives the necessary information about the flight arrival time and parking number, as well as the presence of special categories of passengers on board from telegrams, automated control systems and other sources of information.

Passenger disembarkation

When disembarking passengers, the agent must greet them politely and indicate their further route.

In the presence of unaccompanied child the agent accepts it from the flight attendant under personal responsibility before handing the child over to the greeters.

The agent must be able to politely and correctly provide the most complete information to passengers if they need it.

Necessary information for passengers.

The path of passengers from the exit from the aircraft to the exit from the terminal or from the transit counter must be marked with clear, clear signs indicating the direction of movement, and the places of checkpoints (passport and customs control).

Organization of baggage handling and transportation

Baggage handling is an essential element of the passenger experience and is critical to the smooth functioning of airlines at the airport.

Baggage handling systems must be able to sort large numbers of pieces of luggage quickly and reliably.

The effectiveness of baggage handling systems will ensure that the following fundamental points are taken into account:

luggage must be moved quickly, easily and with a minimum number of operations;

Baggage handling in the terminal building should be consistent with operations on the apron, as well as the volume and nature of traffic;

baggage flows should not intersect with the flow of passengers, cargo, directions of movement of crew members or vehicles;

it must be possible to process transfer luggage in outgoing baggage sorting areas;

the arrival of baggage on the platform should not be delayed by control or check-in procedures;

space must be provided to accommodate the entire volume of luggage in one place for security control;

devices for handling large luggage must be provided;

In the event of failure of baggage handling systems, it must be possible to process it in another way.

Conveyor baggage handling systems must ensure that baggage moves within the terminal building as quickly as possible. Such systems must also provide for the reception, delivery or transfer of baggage.

For the convenience of passengers, the required number of luggage trolleys are located at the entrances to the terminal buildings and baggage claim areas.

Handling of outgoing baggage

After baggage has been delivered from the check-in area, it is usually transported via a conveyor system to the appropriate picking area where it is sorted and loaded into baggage containers or baggage trolleys for delivery to the aircraft and loading.

Baggage processing time in the departure area is critical in the processing chain of processes ending with the departure of the aircraft and depends on the close coordination of work throughout this chain, including the time required to receive, sort, transport and load baggage onto the aircraft.

Airline service rules may require separate container loading positions for each flight or to meet requirements related to route features, service priorities (first class, business class, transfer destination, etc.).

The outgoing baggage assembly area should be located in close proximity to the incoming baggage storage area so that the same containers and trolleys have a minimum travel distance from one area to another, while ensuring that the same personnel can be used in the areas.

The following additional structures and equipment may be located inside the baggage stowage area:

security monitoring devices;

television surveillance systems for the purpose of reviewing those areas where any incidents are possible;

telecommunications equipment: telephones, intercoms, printers;

baggage control room;

rest rooms for baggage handling staff;

flight information signs;

rooms of control computers, sorting and confirming scanners.

Outgoing baggage sorting system

The outgoing baggage sorting system is designed on the basis of providing each of its elements with the ability to handle peak baggage loads during certain periods of time, with the condition that individual pieces of baggage enter the system from different reception locations. Baggage flows and the volume of its processing are determined by a large number of circumstances, such as:

number of departing and transfer passengers;

volume of passenger traffic;

number of pieces of luggage per passenger, etc.

The baggage handling system must provide the capacity to sort baggage in any combination:

by airline;

by number of flights;

by directions;

by service class.

The baggage handling system should generally consist of:

transport conveyors from the baggage reception area to the accumulation area

areas accumulating luggage for sorting and loading it into luggage containers and luggage trolleys.

More complex systems usually include a third component - sorting devices that take baggage from the conveyor and distribute it in specific directions for collection at those locations. This device may contain automated baggage tag readers.

The choice of any luggage system or its components depends on the following circumstances:

the accepted concept of the airport terminal (centralized, decentralized, with check-in at the gate);

the number of pieces of baggage that can be loaded into one baggage conveyor/on one baggage trolley at the same time;

number of stages of baggage sorting;

number of baggage collection points in the system;

the length of baggage movement and the time allotted for its processing;

number of containers/carts that can be used simultaneously;

Currently, there are three main methods used to sort the luggage of departing passengers:

semi-automatic,

automated.

In the manual sorting method, luggage arriving on a conveyor belt is sorted manually; the worker reads the tags on the luggage and compares them with the luggage receipt.

In semi-automated systems, baggage tags are read by a processing system employee. The tag code is entered into the computer, which ensures that the luggage is moved to the appropriate point on the conveyor. The luggage is then manually loaded into a luggage trolley. There are other semi-automatic systems that are used for sorting efficiency: rotating pallets or slat conveyors. Both systems are controlled by a computer, which is operated by an operator.

Automated baggage handling systems have two benefits: reduced labor costs and greater transport speed.

Elements of outgoing baggage processing operations, which are carried out from check-in to final processing before loading on board the aircraft, are fully automated. Such systems include "recognition" final destination destination of baggage and its delivery to the loading point for a specific flight.

The following automated baggage sorting systems are used at airport terminals:

Sorting system with inclined pallets;

Sorting conveyor system;

Belt sorting transport system;

Sorting system with carts having a given destination.

Handling transfer and transit baggage

Transfer baggage carried from an arriving aircraft for transfer to a departing aircraft either on the same airline (on-line) or on another airline (inter-line), and therefore the systems and procedures to be used for this process should be selected specifically thoroughly. In addition, the reported connection time may depend on the baggage transfer time, which may vary from airport to airport.

At airports where transfer baggage must clear customs, it should be possible for passengers to recheck their baggage in the immediate vicinity of the customs control area.

In cases where transit baggage must clear customs, it must also be possible to return the baggage to the airline's aircraft.

Transfer baggage on the line is delivered to the airline's baggage assembly area for sorting and delivery to the appropriate aircraft. In some circumstances, baggage may be delivered directly to the departing aircraft (tail-to-tail or ramp transfer).

Transfer of baggage within the airline is carried out by delivering it to a designated accommodation location where it is collected by the transfer agent or received by the carrier for sorting the baggage and delivering it to the aircraft. The location where baggage must be collected is usually in the area associated with the airline baggage stowage area or in the central area, depending on the agreement reached with the airlines on this issue. This area must be protected from exposure to adverse weather conditions and ensure the safety of luggage from damage.

Depending on the method adopted to secure checked baggage, it may be necessary to provide physical access to the baggage stowage area to allow additional security controls to be carried out.

Arriving baggage handling

The flow of arriving baggage travels from the aircraft to the point of delivery. Two functional areas are associated with this process, namely:

baggage unstuffing area, where it is unloaded from containers or carts onto the appropriate conveyors that deliver it to the distribution point;

baggage claim area, where baggage is sorted by passengers.

Airport management and airlines must work closely to develop procedures related to the flow of arriving passengers and baggage. Simplified customs control procedures also relate to these tasks.

The baggage unstuffing area consists of an area for unloading baggage from containers or trolleys onto devices for its distribution, including parking areas for passing containers, areas for maneuvering and providing access from baggage unloading areas. When considering the issue of unpacking baggage, the following provisions must be taken into account:

  • * access from the platform to the baggage delivery area should be easy and separated from the exit;
  • * where possible, it is desirable to organize the movement of baggage in one direction;
  • * the possibility must be provided for the placement of associated devices that ensure operation in situations where queues may arise;
  • * entrances must be wide enough to provide passage Vehicle for unloading, as well as for maneuvering after unloading;
  • * availability of appropriate markings for luggage unloading areas at the entrance to the unloading area;
  • * the unloading area must have sufficient area to receive baggage tractors/tractors and accommodate trains.
  • * the presence of the maximum possible free zone inside the baggage unstuffing area in order to ensure the free movement of vehicles;
  • * design dimensions of passages, ensuring the transportation of all types of containers;
  • * easy and quick access to short-term container storage areas and to the container picking area associated with this baggage handling area;
  • * appropriate devices should be provided for quickly unloading and moving transfer luggage to the departure area, which is very important;
  • * communication between baggage handling systems;
  • * in the future, space should be provided to accommodate the entire volume of luggage for the purpose of security control;
  • * devices for handling oversized luggage;
  • * in the event of a failure of the baggage handling system, it must be possible to suspend its processing.

For the convenience of passengers, the required number of luggage trolleys should be placed at the entrances to airport terminal buildings and in baggage claim areas. Special areas should be provided for these purposes.

The baggage claim area is the area where passengers have access and where they can locate, identify and claim their baggage. On domestic flights, greeters usually have access to this area, while for international flights, greeters are located directly adjacent to the government control (customs) exits through which the passenger passes with their luggage. There are four main groups of devices used for baggage delivery:

Linear racks ( counters) are mechanized devices that are used only when operating small aircraft and at airports that carry a small number of passengers.

Linear conveyors - These are somewhat sophisticated devices that move luggage to the location of the arriving passenger. When using linear containers, the passenger does not have to search for luggage along the entire rack. Typically, at the end of the conveyor there is a belt rotating on a roller, on which luggage that is not claimed in a timely manner is located.

Conveyors, carousels and circular track are devices with continuous movement of luggage. Unclaimed baggage will be moved on them until it is removed.

Return baggage reclaimers allow the passenger to remain stationary while their baggage is delivered directly. With the help of linear devices, luggage is accumulated in one place so that passengers can move along them and find their luggage. However, in this case, as a rule, the time for baggage collection increases. At the same time, there is a need to provide additional space for the movement of passengers in different directions. The linear scheme can be used at airports with small passenger flows.

For large passenger flows, a reciprocal circulation system is used for issuing baggage that is directly unloaded from conveyors. The choice of the type of dispenser depends on various requirements, among which the following should be taken into account:

  • * volumes of processed baggage;
  • * airport terminal layout (passenger flow);
  • * direct or indirect baggage delivery (during loading);

In order for passengers to easily find their dispenser with their baggage, appropriate information must be organized. The information system must also serve the area on the side of the airfield, where the location of its delivery to the appropriate baggage device must be indicated to employees unloading baggage. The height of the dispenser and its operating speed must be such that luggage can be easily removed by a passenger (maximum 0.45 m height for a sloped belt or 0.35 meters for a non-sloped belt) moving at a speed of 36 meters per minute.

Direct baggage distribution onto a closed conveyor dispenser allows for adjustments to the baggage placement on the conveyor, which is why this type of dispenser is generally preferred by most airlines.

For unclaimed baggage, a special storage room must be provided. It should be located directly adjacent to the baggage claim area and should be accessible to airline personnel.

There should also be counters or office space within the baggage claim area where airline or handling agent personnel can be located to make contact with passengers in the event of baggage loss. Exact recommendations on this matter vary widely for each airport and should be confirmed directly with the airline.

Baggage handling organization

Departure baggage handling

Before servicing an aircraft upon departure, all personnel involved in baggage handling must familiarize themselves with information about the flight and baggage loading features for a specific aircraft type.

The loader team receives the task, prepares the necessary packaging equipment for baggage, mechanization equipment for loading baggage into the aircraft and installs containers (baggage trolleys) along the baggage conveyor of the corresponding registration section.

Luggage content

The purpose of baggage assembly is to properly sort it in accordance with accepted standards and prepare it for loading onto the aircraft.

Baggage is collected by flight and destination. To avoid errors (diversions), each piece of baggage must be checked for a tag indicating the flight number and destination.

Packing is carried out with the obligatory counting of pieces of luggage. Particular attention is paid to luggage decorated with special distinctive tags (“priority”, VIP, first, business class, etc.).

The baggage of transfer passengers registered for several carriers, as well as the baggage of first and business class passengers and frequent flyer program participants, is packed on a separate baggage trolley or in a separate container.

Transfer baggage is sorted into packaging facilities separately by destination.

When packing, the flight number and destination on the baggage tags are checked for compliance with the flight and destination being packed, and the seats are counted.

Baggage checked in and assembled for loading is subject to quantity verification. If the number of pieces of baggage according to the baggage list data differs from the counting result at the picking area, the following procedures are performed:

  • - when packing less luggage than indicated in the luggage list, a local search is carried out;
  • - when completing more baggage than indicated in the baggage manifest, it is recalculated with the participation of the agent who checked in for the flight.

At non-hub airports, baggage sorting is carried out in accordance with applicable local regulations.

When picking up transfer baggage traveling through the connecting airport, it is sorted and registered according to baggage tag numbers.

If a transfer passenger has a missed connection and departs from the connecting point on another flight, his baggage must be sent on the same flight as the passenger. It is necessary to clarify which flight the passenger is rebooked on and reissue the baggage tag, indicating on it the number of the corresponding flight.

If a transfer passenger has departed from a connecting point but his baggage has not been loaded onto that flight, he must be sent to his destination on the next available flight in accordance with the baggage forwarding procedure.

Completed transfer baggage is subject to security checks before loading onto the aircraft.

If damage to the baggage occurs during baggage processing at the point of departure (at the point of connection), you must:

Repack damaged luggage if necessary to ensure

safety of contents;

Send a message about damage to baggage to the destination in order to notify the passenger about the incident before receiving the baggage.

Luggage found in the departure area (after check-in) without a baggage tag (found baggage) must be opened and an inventory of its contents made.

Depending on the type of aircraft used to transport commercial cargo, the following methods of baggage transportation are distinguished:

  • - transportation of luggage in containers or on pallets;
  • - transportation of bulk luggage;
  • - mixed - one part of the luggage in BULK in bulk, and the other in containers.

Baggage is loaded carefully into empty, clean, serviceable containers, and the load should be distributed evenly over its entire area.

Baggage with fragile, breakable items marked “FRAGILE” is loaded into the container last.

The loader closes, seals, weighs the container, indicates on the container label the destination airport, the number of pieces, the weight of the luggage, the weight of the container and the total weight, the number or sign of the installed seal.

Baggage is loaded onto clean, serviceable luggage carts. No more than forty pieces of luggage can be loaded onto one trolley, and the placement of luggage on the trolleys must ensure:

  • - reliability, preventing luggage from falling while driving;
  • - all-round visibility from the driver's seat;
  • - maintaining controllability and stability.

Loaded trolleys must ensure the safety of luggage during its transport to the aircraft. In case of adverse weather (rain, snow), luggage trolleys must be equipped with an awning to protect luggage from precipitation.

Loading of baggage into the aircraft is carried out by loaders in accordance with the instructions of the person responsible for commercial servicing of the aircraft in the presence of a flight attendant responsible for commercial loading (when loading baggage in bulk) or an airline representative and under the control of an employee aviation security.

Loading of baggage into the aircraft is carried out in compliance with the norms, rules and procedures of aviation safety, the requirements of the occupational health and safety instructions, and the technological maintenance schedule for aircraft of this type.

Baggage is loaded after cargo and mail and organized by destination.

Baggage to different destinations must be loaded into different cargo compartments of the aircraft.

If baggage for different destinations is loaded into one cargo compartment, it must be stowed separately. Baggage to the last destination is loaded first, to the first destination - last.

For each destination, the baggage of economy class passengers is loaded first, then first and business class, frequent flyer program members, VIP passengers, and lastly the baggage of transfer passengers.

The number of pieces of loaded baggage must correspond to the number of pieces of checked baggage and indicated in the baggage manifest.

If all checked baggage cannot be loaded onto the aircraft due to safety or capacity reasons, a decision is made to load it according to the priority list.

Ground equipment is used to transport and load luggage onto the aircraft.

Baggage is delivered on board the aircraft, as a rule, in one batch, after the completion of passenger check-in and registration of the baggage manifest.

Delivery of baggage in parts is allowed if there is a large amount of baggage on the flight, in agreement with the authorized officer.

Transportation of baggage across the airfield and entry into the aircraft service area is carried out in strict accordance with established requirements.

When loading baggage into an aircraft, baggage handlers check the destination codes on baggage tags when loading in bulk (marks on the container label) for compliance with the flight being performed.

When loading, you must pay special attention to luggage marked with “FRAGILE” tags.

After loading, loaders secure containers and bulk luggage into the aircraft.

Upon completion of these operations, the loaders and flight attendant (responsible for commercial servicing of the aircraft) formalize the acceptance and transfer of the commercial load.

Baggage of transfer passengers is loaded into the cargo compartment of the aircraft last, so that it is unloaded at the transfer point first.

If, due to loading restrictions on a given flight, it is necessary to leave some baggage behind, transfer baggage must be transported first.

In case connecting time V base airport less than one hour (short connection) and scanning of transfer baggage through an introscope is not required; it is sorted from the arriving aircraft and loaded onto the departing aircraft without delivery to the transfer baggage processing area.

After the aircraft takes off, telegrams (RTM, BTM) containing reliable information are sent via “SITA” communication channels.

When accepting a passenger with luggage for transportation, after check-in is closed, the staff checks his luggage in the usual manner and marks it with a standard tag. The baggage is delivered to the aircraft by the passenger himself and, at the direction of the person responsible for commercial servicing of the aircraft, the baggage is loaded onto the aircraft by a loader with the execution of the relevant documents.

Removing baggage from a flight

Baggage can be removed from a flight either during check-in or after the baggage is transferred according to the baggage manifest and loaded onto the aircraft.

If it is necessary to remove baggage from a flight, baggage handlers, at the direction of the agent, with the permission and in the presence of an aviation security officer, select the baggage by tags and its characteristics and deliver the baggage to the check-in line for handing it over to the passenger with the execution of the appropriate documents.

Shipping aircraft baggage of passengers who do not show up for inspection or boarding is strictly prohibited.

Unshipped baggage handling

Baggage not sent from the point of departure for any reason must be sent to the point of destination on the next flight of the same or another carrier.

In addition to the original tag, the luggage is marked with a forwarding tag, which indicates the destination, transfer points, if any, and flight numbers.

Delivery baggage must be checked in accordance with the requirements of the security service.

Baggage handling upon arrival

The baggage handling procedure upon aircraft arrival at the destination airport includes the following operations:

  • - preparation of personnel and mechanization equipment for unloading baggage from the aircraft;
  • - acceptance of baggage and documents from the crew member responsible for the baggage;
  • - unloading baggage or containers with baggage from the aircraft;
  • - delivery of luggage, containers with luggage to the baggage claim point;
  • - handing over luggage to passengers.

Before servicing the aircraft upon arrival, personnel must familiarize themselves with information about the quantity and weight of expected baggage, the availability of transfer baggage by destination, and the features of the location of baggage on the plane.

The loader unit receives the task of processing baggage for a given flight, prepares the required number of apron mechanization equipment for unloading C and transporting baggage to the place of delivery.

After stopping the aircraft, installing the chocks, and allowing entry into the service area, the loader unit arranges apron mechanization equipment (baggage and/or container trolleys, trailed conveyors, if baggage is in bulk) in accordance with the approved service schemes for each type of aircraft.

Unloading baggage from the aircraft

Unloading of baggage and containers from the aircraft is carried out by loaders in accordance with the technological schedule for servicing this type of aircraft, as directed by the person responsible for commercial servicing of the aircraft in the presence of a flight attendant responsible for commercial loading (when unloading baggage in bulk).

While unloading baggage in bulk, baggage handlers and flight attendants count the number of seats. During container transportation, it is mandatory to check the presence of seals and labels on containers indicating the number of pieces, weight of luggage and its features.

When unloading luggage, handlers must ensure the safety of the packaging and contents of the luggage, paying attention to markings and signs.

Upon completion of unloading of baggage from the aircraft, the personnel prepares transportation documents.

When unloading and transporting baggage, the same ground equipment is used as during loading.

When determining the order of baggage unloading from an aircraft, preference is given to transfer baggage transported via interline; behind him, transfer luggage for the company's flights is unloaded, and then luggage arriving at the final destination.

First class, business class and frequent flyer baggage will be delivered to baggage claim first.

Transfer baggage handling

All transfer baggage passing through the connecting airport is unloaded and delivered to the transfer baggage processing area first, where it is sorted by baggage tags into destinations.

If the number of accepted pieces of baggage does not correspond to the PTM data, a local search is carried out and if missing pieces are not found, a telegram is sent via the SITA system to the point of departure indicating the actual number of pieces received.

When a transfer passenger's route changes, his baggage is issued with a “RUSH” return tag with the new direction, flight number and departure date.

If a transfer passenger is found to have unchecked baggage that is subject to check-in, the baggage will be marked with a baggage tag upon check-in and delivered to the baggage handling area.

Baggage delivery to passengers

Loaders deliver luggage to the conveyor belt in the baggage unstuffing area, while observing the following requirements for servicing passengers after the arrival of the aircraft.

Baggage is handed over to the conveyor belt corresponding to the information board.

Immediately before baggage claim, an announcement is made via local communication with information about the start of baggage claim, the number of the conveyor belt and a reminder to passengers of the need to be careful when collecting baggage.

Announcements are made in two languages.

In case of delay in baggage claim, an announcement is made indicating the reason and an apology on behalf of the airline.

When unloading luggage onto the conveyor belt, personnel check the luggage for damage to its packaging. Identified damaged luggage is documented. Any inspection during destaffing is documented in a corresponding act indicating the persons conducting it.

To avoid cases of exchange of luggage of the same type, luggage tags are identified (on international flights- selective identification) located in the passenger’s ticket with the received baggage.

If there is difficulty in retrieving luggage, the staff will provide the necessary assistance to the passenger.

Baggage management system

In order to take effective measures to prevent incorrect baggage processing, it is necessary to analyze at what stages of processing failures occur that lead to losses.

The most common is loss during overload in transit (52% of all cases).

Significantly less often, losses occur due to various errors in the ticket and failures during security checks (13%).

Approximately 7% of losses occur due to errors directly during loading/unloading on board the aircraft.

3% each problem situations- due to incorrect labeling or shipment to a different destination.

SITA's luggage developments include:

Bag massage - message system.

Bag manager - baggage management system.

Worldtracer is an automated tracking system for lost or mishandled luggage.

RFID - radio frequency identification of luggage.

BagMessage is part of a global messaging system for airlines, airports and service providers. BagMessage interfaces with automated baggage systems around the world to monitor sorting and security controls.

To control baggage from check-in to the final destination, departure airport dispatch control systems (DCS) must interface with baggage handling systems along the entire route. As a result, thousands of messages are sent between multiple DCS and baggage systems daily.

BagMessage provides the following advantages:

Improving customer service by reducing mishandled luggage.

Reduce costs by reducing the number of DCS links across multiple airports.

Compliance with service announcements and IATA baggage standards.

Storage of undelivered messages.

Proven in everyday use, all over the world, at airports large and small, BagManager continues to grow and improve to meet changing industry standards and a diverse variety of operational scenarios.

Bag Manager is part of SITA's baggage program and manages baggage transfers within an airport and across multiple airports

Bag Manager tracks the movement of luggage from airport to airport. It also provides baggage handlers with real-time information about baggage, its status and helps them resolve issues regarding unloading baggage of passengers who do not show up to board the flight, i.e. real-time baggage management, which complies with Annex 17 of ICAO security requirements.

Bag Manager includes the following possibilities:

allows processing of all possible baggage management scenarios;

Connection to Bag Message, World Tracer services;

Full operational support 24 hours 7 days a week for luggage.

Bag Manager is suitable for use by large and small airlines and baggage handling agents at airports.

Bag Manager can process barcodes and new RFID tags, and provides oversight of the largest RFID baggage deployment in the world, processing over 20 million RFID-tagged bags per year.

World Tracer. Delayed or misdirected baggage represents a weak link in a passenger's journey. How an airline addresses these issues has a powerful impact on customer satisfaction.

World Tracer, developed by SITA and IATA, is the world's leading automated service for tracking lost and misdirected baggage.

The international baggage search system World Tracer allows, in the event of baggage being mistakenly placed on another flight, to determine its location at any airport in the world. Immediately after the World Tracer operator receives a report of missing baggage, all information in special encoding is sent to a single database, and from there it is sent to all airports in the world included in the system. The system then automatically compares information about unclaimed baggage that is entered into the database by airlines from around the world. If the data of lost and found luggage matches, it is sent to the owner

Information about found luggage is entered into the World Tracer automated control system in the form of a special OHD file. The OHD file indicates the type and color of baggage according to the IATA identification table of baggage types, external distinctive features of baggage, and the passenger's last name, if established.

When unshipped baggage is forwarded to the WorldTracer automated control system, an FWD message is created to the destination and transfer points if the delivery route includes several points.

There are Lost & Found baggage tracing counters at almost every international airport.

RFID Radio frequency identification (RFID), an automatic identification method, is set to have a significant impact on travel, not only through chips - RFIDs are embedded in electronic passports - but also in passenger frustrations after flight delays and mishandled luggage.

RFID is not a universal solution to the problem of mishandled luggage, but if implemented, it could save the industry from losing $750 million a year by providing tracking of luggage to its destination.

Organization of services and rules for the transportation of certain categories of passengers and handling of their baggage

FLIGHTS

  1. Transit passengers– passengers who, according to the TP agreement, are transported further on the same flight that was delivered to the intermediate airport and made an intermediate landing;
  2. Transfer passenger - a passenger who, according to the TP agreement, was delivered to the airport of an intermediate stop, and then transported by another flight of the same carrier, the luggage is marked with an additional information tag - transfer;
  3. VIP passenger - service is carried out in separate areas of the airport by specially trained personnel; they are brought on board the aircraft last on a separate transport, but no later than 15 minutes before departure, they can fly in economy class. After arriving at the destination airport, they leave first, the luggage of VIP passengers is issued with separate documentation, is marked with a VIP information tag and is loaded last.
  4. Class C passenger (business class) – a class C passenger has a fare that is 2 times more expensive than in economy class, but almost the same as that of first class; 1st class differs from C class in terms of meals. At check-in, a class C passenger is usually checked in at a separate counter and delivered to the aircraft cabin last, separately from economy class passengers, but not later than VIP passengers.
  5. DIP courier – transports diplomatic mail to passenger compartment and are responsible for its registration during ground handling and safety during the flight. DIP mail is registered separately from the personal luggage of the DIP courier and is not inspected by customs. Transportation of DIP mail must be issued either separate ticket, or a receipt for payment excess baggage at the baggage rate for 1 kᴦ. weight. DIP mail can be transported without a DIP courier, if it weighs less than 10 kᴦ., is transported in the pilot’s cabin and is usually called VALIZA on international flights, and command mail on international flights. Less often, it is transported to the BGO under responsible security. If there are intermediate landings DIP, the courier remains in the cabin;
  6. DEPO - a deported passenger who is denied entry into the country for any reason: violation of the laws and regulations of the country, lack of a VISA, entry and exit, medical and other documents required by the laws of the country. Boarding of DEPO passengers is carried out in the presence of government representatives. services, documents are given to the crew. Upon arrival, DEPO passengers are also greeted by government representatives. services and the passenger are escorted to a special premises to determine the reason for deportation.

Organization of services and rules for the transportation of certain categories of passengers and handling of their luggage - concept and types. Classification and features of the category “Organization of services and rules for the transportation of certain categories of passengers and handling of their luggage” 2017, 2018.

With the consent of the carrier, passenger baggage may be carried in the aircraft cabin, requiring special precautions during transportation or special conditions its processing (fragile and breakable objects, film and photographic equipment, television and video equipment, household office equipment, musical instruments, electronic and optical instruments, etc.).

Baggage carried in the aircraft cabin is placed in specially designated places (compartments), and in their absence, in a separate passenger seat. In the case of carriage of baggage on a separate passenger seat, the passenger is required to pay for a separate passenger seat(s) for this baggage. Payment for the carriage of baggage in the aircraft cabin is made at the appropriate passenger fare for each additional seat required to accommodate the baggage. Moreover, in the ticket in the column “ Name of passenger” the remark CBBG or MUS is indicated.

The weight of one piece of baggage transported in the aircraft cabin must not exceed 80 kg, and its dimensions must allow it to be placed on a separate passenger seat. The packaging of baggage transported in the aircraft cabin must ensure its fastening on the passenger seat.

Delivery of baggage carried in the aircraft cabin to the aircraft, its lifting, placement in the aircraft cabin, removal from the aircraft and delivery from the aircraft are carried out by the passenger carrying this baggage.

5.3.1 In case of acceptance of large baggage into the aircraft cabin, the PPP agent must check the presence of CBBG, MUS remarks on the passenger, check the correctness of payment (availability additional ticket), give to the passenger boarding passes, which will have a common number, indicating the corresponding seats in the aircraft cabin and a remark CBBG, MUS.

If this is provided for by the airline's rules, the OPP agent issues baggage in categories CBBG, MUS with a special numbered tag.

Group luggage

If a group of two or more passengers travel together on the same flight to the same destination, have a common reservation number (PNR) and are registered at the same time, or a family group is registered, then, at their request, a general free baggage allowance is applied equal to the sum of the individual allowances for these passengers . The decision on the possible application of the general free baggage allowance is made by the airline representative.

The pooling is used only to calculate the free baggage allowance, while the OPP agent checks passengers' baggage and issues baggage tag stubs individually for each passenger.

Oversized luggage

5.5.1 Oversized and heavy baggage is baggage, one piece of which exceeds the permissible dimensions or permissible weight, according to the requirements of the airline.

A passenger's luggage in the sum of three dimensions should not exceed 203 cm and weigh no more than 32 kg. In some cases, luggage weighing no more than 50 kg is allowed. Oversized luggage is accepted for transportation with the prior consent of the airline if there is free capacity on the aircraft.

Oversized and heavy luggage may include:

Sport equipment;

Musical instruments;

Audio and video equipment;

TVs;

Non-folding strollers;

Bicycles.

Transportation of oversized and heavy baggage is paid according to the rules and tariffs of the airline.

5.5.2 If a passenger has excess oversized baggage, the OPP agent acts in accordance with paragraphs. 5.2.3-5.2.4 of this instruction.

5.5.3 When checking in heavy baggage (more than 32 kg), the PPP agent marks the baggage item with a special tag “HEAVY” (Appendix 10), indicates the weight of the baggage item on the tag, and, if required by the airline’s instructions, makes a corresponding note in the DCS.

If check-in is done manually, the OPP agent responsible for check-in is required to transmit information about the presence of oversized or heavy baggage to the SONO alignment dispatcher (Russia Airlines alignment dispatcher).

5.5.4 If the passenger’s baggage, in terms of dimensions, weight, and characteristic features, does not meet the requirements for processing in the airport’s baggage system, after checking in the baggage, the OPP agent asks the passenger to independently deliver the baggage to the oversized baggage reception area. The OPP agent informs the passenger about the location of the oversized baggage reception area and explains the inspection procedure.

5.5.5 After checking the oversized baggage at the inspection equipment of the Pulkovo Customs by a customs officer (when departing on international routes) and the inspection equipment by the SD inspector, the OOBS SOBT operator delivers the oversized baggage to the inspection point. After inspection, the SD officer scans the baggage tag for entry into BHS and delivers the luggage to the picking area.

A passenger on an international flight goes through passport control.

A passenger on a domestic flight goes to the entrance to pre-flight inspection, where the boarding officer scans his boarding pass.

141. With the consent of the carrier, passenger luggage that requires special precautions during transportation or special conditions for its handling (fragile and breakable items, film and photographic equipment, television and video equipment, household office equipment, musical instruments, electronic and optical instruments, etc.).

Baggage transported in the aircraft cabin is placed in specially designated places (compartments), and in their absence, in a separate passenger seat. In the case of carriage of baggage on a separate passenger seat, the passenger is required to pay for a separate passenger seat(s) for this baggage in accordance with the carrier's rules.

The weight of one piece of baggage transported in the aircraft cabin must not exceed eighty kilograms, and its dimensions must allow it to be placed on a separate passenger seat. The packaging of baggage transported in the aircraft cabin must ensure its fastening on the passenger seat.

Delivery to aircraft baggage transported in the aircraft cabin, its lifting, placement in the aircraft cabin, removal from the aircraft and delivery from the aircraft are carried out by the passenger carrying this baggage.

142. Transportation of diplomatic baggage is carried out in accordance with the law Russian Federation, international treaties of the Russian Federation and carrier rules.

143. Pets (birds) and service dogs can be carried as baggage.

Pets (birds) and service dogs may be transported in the aircraft cabin with the consent of the carrier.

(see text in the previous edition)

When transporting pets (birds) and service dogs, the passenger must provide Required documents provided for by the legislation of the Russian Federation, international treaties and the legislation of the country, to the territory, from the territory or through the territory of which transportation is carried out.

(see text in the previous edition)

Pets (birds) and service dogs, with the exception of cases when service dogs are transported in the aircraft cabin during transportation by air must be placed in a strong container (cage) that provides the necessary convenience during transportation, with air access and reliable closure (lock). The bottom of the container (cage) must be dense, waterproof and covered with absorbent material. The container (cage) must prevent spillage of absorbent material. The bird cage should be covered with thick, light-proof fabric.

(see text in the previous edition)

The weight of a pet (bird) and a service dog, the weight of the container (cage) and food intended to feed the animal (bird) and the service dog are not included in the free baggage allowance and are paid by the passenger in accordance with the tariff established by the carrier.

(see text in the previous edition)

Transportation of a service dog in the cabin of an aircraft, with the consent of the carrier, can be carried out upon presentation to the carrier of a document confirming that the passenger accompanying the service dog is an employee of the canine service of the federal executive body, and a document confirming the special training of the service dog.

A service dog transported in the cabin of an aircraft must have a collar and muzzle and be tied to a seat at the feet of the passenger accompanying it.

Oversized and heavy baggage is baggage, one piece of which exceeds the permissible dimensions or permissible weight, according to AK requirements.

The passenger's luggage in the sum of three dimensions should not exceed 158 cm (203 cm, some AK) and weigh no more than 32 kg. In some cases, luggage weighing up to 50 kg is allowed. Such baggage is accepted for transportation with the prior consent of the airline.

Oversized and heavy luggage may include:

Sport equipment;

Musical instruments;

Audio and video equipment;

TVs;

Non-folding strollers;

Bicycles.

Payment for transportation of oversized and heavy luggage

Transportation of oversized and heavy baggage (packed in boxes, boxes, bales) is paid according to the actual weight at the excess baggage rate.

Payment for oversized luggage such as sport equipment, non-folding bicycles are produced for a weight exceeding the free baggage allowance at the excess baggage rate.

Excess baggage

Excess baggage is part of the weight of baggage that exceeds the free baggage allowance established by the Airline or requires mandatory payment regardless of the specified norm.

Excess baggage is issued with a receipt paid luggage. Prepayment for excess baggage can be processed under MCO

Excess baggage is accepted for carriage upon prior confirmed reservation. A passenger who wishes to transport excess baggage must declare in advance (when booking transportation) the weight and number of pieces of excess baggage. Non-compliance of this rule gives the airline the right to refuse to transport such baggage.

Payment procedure for excess baggage

The passenger is given the opportunity to pay for luggage in advance when booking transportation. Payment for excess baggage is charged at the airport of departure along the passenger’s entire route or to any transfer point indicated on his ticket. If the weight of baggage decreases along the route, no refund or recalculation is made.

The corresponding tariffs and fees for the carriage of excess baggage are collected from the passenger before the start of transportation at the point of departure. The airline has the right to refuse to transport baggage and passengers if the passenger fails to pay for excess baggage or items that are transported at the excess baggage rate.

Excess baggage charges are per kilogram. Rounding is carried out according to the following rules:

- up to 500 g - up to a whole kilogram downwards;


 500 g and over - up to a whole kilogram in the larger direction.

Special luggage

Special baggage may include:

Musical instruments;

Live animals;

Weapons, ammunition;

Works of art;

Electronic equipment;

Service, porcelain, ceramics and other fragile items;

Valuable products;

Wheelchair, power assistive devices;

Sport equipment;

Crew luggage.

Special baggage, such as large musical instruments, live animals, weapons and ammunition, large electronic equipment, wheelchairs, oversized sports equipment, is accepted for transportation with prior approval from the airline.

A passenger who wishes to transport special luggage must inform the airline about this when booking transportation. Failure to comply with this rule gives the airline the right to refuse to transport such baggage. The airline may refuse to transport special baggage if:

Carrying it may endanger passengers or their property;

Transporting it may damage aircraft equipment;

Baggage may be damaged if air transportation;

Its packaging does not meet AK requirements;

Transportation is prohibited in accordance with the legal norms, instructions, orders of the states of departure, transfer, transit, destination;

Weight, dimensions, contents do not meet the requirements of these rules;

Special baggage can be carried both in the aircraft cabin and in the baggage and cargo compartment of the aircraft, and the baggage must be packed in such a way as to prevent damage to aircraft equipment, passenger baggage, cargo and mail.

If baggage is transported in a passenger seat, the rules for the carriage of baggage carried in a passenger seat apply. It is PROHIBITED to transport weapons and ammunition in the cabin of an aircraft (except for weapons of security personnel in the performance of their official duties and guard personnel when transporting especially dangerous criminals).

Placing special baggage on board the aircraft

Special baggage must be safely placed in the aircraft cabin. Baggage must be placed under the passenger seat or on an additional passenger seat. Special baggage remains with the passenger throughout the flight and is under his responsibility.

Fragile luggage

Baggage in respect of which the airline declares a limitation of its liability. At check-in, in agreement with the AK representative, dinnerware, porcelain, ceramics, TV and other fragile items may be accepted for transportation, provided that the AK is not responsible for the integrity of the contents. Such baggage is marked with the LIMITED RELEASE tag. This tag allows you to make the necessary notes about the features of the luggage and provides confirmation of the passenger’s responsibility with his signature.

 

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