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Terminology
Travel Industry Terminology Guide
This glossary is designed to help Jetliner Express Travel Consultants and Booking Officers understand commonly used terminology in airline ticketing, hotel reservations, travel agencies, GDS/booking systems, and general travel operations.
Each terminology includes:
A
Add-Collect
English Definition:
The additional amount that a passenger must pay when changing or exchanging a ticket and the new fare is higher than the value of the original ticket.
Tagalog:
Ang add-collect ay ang karagdagang halaga na kailangang bayaran ng passenger kapag nagpalit ng ticket at mas mataas ang bagong fare kaysa sa dating ticket.
Example:
Original ticket = AED 500
New ticket = AED 650
Add-collect = AED 150, plus any applicable change fee or service fee.
Add-On
English Definition:
An additional product or service added to a travel booking, usually for an additional charge.
Tagalog:
Ang add-on ay karagdagang produkto o serbisyo na idinadagdag sa travel booking at kadalasan ay may additional charge.
Examples:
Additional baggage
Seat selection
In-flight meal
Travel insurance
Airport transfer
Agent Note:
Always verify whether the add-on is included in the quoted fare or charged separately.
Adjoining Room
English Definition:
Two hotel rooms located next to or beside each other but without an internal connecting door.
Tagalog:
Dalawang hotel room na magkatabi ngunit walang connecting door sa loob ng dalawang kuwarto.
Important:
Do not confuse adjoining rooms with connecting rooms.
ADR – Average Daily Rate
English Definition:
A hotel performance measurement that shows the average room rate paid per occupied room.
Formula:
ADR = Total Room Revenue ÷ Number of Rooms Sold
Tagalog:
Ang ADR ay average na presyo ng bawat occupied hotel room sa isang partikular na period.
Example:
If a hotel earns AED 10,000 from 50 rooms sold:
AED 10,000 ÷ 50 = AED 200 ADR
Advance Purchase
English Definition:
A fare rule requiring a ticket to be purchased and issued a certain number of days before the travel date.
Tagalog:
Ang advance purchase ay fare condition na nangangailangan na ang ticket ay ma-book at ma-issue ilang araw bago ang flight.
Examples:
7-day advance purchase
14-day advance purchase
21-day advance purchase
Agent Note:
Always check the fare rules because missing the required advance-purchase period may make the fare unavailable.
AE – Agent Error
English Definition:
An incorrect entry, action, or mistake made by a travel consultant or booking agent during a reservation or ticketing transaction.
Tagalog:
Ang Agent Error ay pagkakamali ng travel consultant o booking agent habang nagbu-book o nag-iisyu ng ticket.
Examples:
Incorrect passenger name
Wrong travel date
Incorrect flight
Wrong passenger type
Incorrect booking information
Agent Note:
Always review the booking details before confirming or issuing the ticket.
AEA – Association of European Airlines
English Definition:
An abbreviation formerly used for the Association of European Airlines, an organization representing European airline interests.
Tagalog:
Ang AEA ay dating abbreviation para sa Association of European Airlines, isang organization na kumakatawan sa mga airline interests sa Europe.
Agent Note:
This is primarily a historical industry term and may not be relevant to current day-to-day ticketing.
Affiliate
English Definition:
A company or travel agency that has a formal business relationship with another company and is authorized to provide specified services under an agreed arrangement.
Tagalog:
Ang affiliate ay isang kumpanya o travel agency na may formal na business relationship sa ibang kumpanya upang magbigay ng mga napagkasunduang serbisyo.
Airlines Reporting Corporation – ARC
English Definition:
A U.S.-based organization that supports airline ticket distribution, settlement, and reporting between participating airlines and accredited travel agencies.
Tagalog:
Ang ARC ay isang U.S.-based organization na tumutulong sa ticket distribution, payment settlement, at reporting sa pagitan ng participating airlines at accredited travel agencies.
Agent Note:
ARC is primarily associated with the U.S. travel agency and airline settlement environment.
Airport Code
English Definition:
A three-letter code used to identify an airport or metropolitan airport location.
Examples:
MNL – Manila
CEB – Cebu
DXB – Dubai
AUH – Abu Dhabi
LHR – London Heathrow
JFK – New York John F. Kennedy
Tagalog:
Ang airport code ay karaniwang three-letter code na ginagamit upang madaling makilala ang isang airport o airport location.
Agent Note:
Always verify the airport code carefully because some cities have multiple airports.
Airport Tax
English Definition:
A tax or charge imposed by an airport or government authority on passengers or air travel. Depending on the itinerary and airline, it may already be included in the ticket price or collected separately.
Tagalog:
Ang airport tax ay buwis o charge na ipinapataw ng airport o government authority sa mga passenger o air travel. Maaaring kasama na ito sa ticket price o maaaring kolektahin nang hiwalay.
Airside
English Definition:
The secured area of an airport located beyond security or immigration controls, depending on the airport and direction of travel.
Tagalog:
Ang airside ay ang secured area ng airport na nasa loob na pagkatapos dumaan sa security, at sa international travel ay karaniwang pagkatapos ng immigration control.
Example:
Departure lounges and boarding gates are normally located airside.
Air Taxi
English Definition:
A small aircraft service that normally provides short-distance or on-demand air transportation, often with a limited number of passengers.
Tagalog:
Ang air taxi ay maliit na aircraft service na ginagamit para sa short-distance o on-demand flights at karaniwang kaunti lamang ang passenger capacity.
All-Inclusive
English Definition:
A hotel or resort package in which the room and specified meals, beverages, activities, or other services are included in one package price.
Tagalog:
Ang all-inclusive ay hotel o resort package kung saan kasama sa isang package price ang accommodation at ilang meals, beverages, activities, o iba pang services.
Agent Note:
Always check exactly what the supplier includes because "all-inclusive" can vary by property.
Alliance
English Definition:
A partnership between airlines that allows them to cooperate in areas such as connecting flights, codeshare services, frequent-flyer programs, and other passenger services.
Tagalog:
Ang airline alliance ay partnership ng mga airline upang magtulungan sa connecting flights, codeshare, frequent-flyer programs, at iba pang travel services.
Examples:
Star Alliance
oneworld
SkyTeam
Amtrak
English Definition:
Amtrak is the U.S. national passenger railroad service operating intercity passenger trains in the United States.
Tagalog:
Ang Amtrak ay national passenger rail service ng United States na nagpapatakbo ng intercity passenger trains.
ANI – Automatic Number Identification
English Definition:
A telecommunications feature that automatically provides the telephone number associated with an incoming call to a contact center.
Tagalog:
Ang ANI ay system feature na awtomatikong nagbibigay sa contact center ng telephone number na ginagamit ng tumatawag.
Agent Note:
This is primarily a contact-center technology term rather than an airline ticketing term.
AP – American Plan
English Definition:
A hotel meal plan in which the room rate generally includes accommodation and three meals per day: breakfast, lunch, and dinner.
Tagalog:
Ang American Plan ay hotel meal plan kung saan karaniwang kasama sa room rate ang accommodation, breakfast, lunch, at dinner.
Agent Note:
Meal-plan definitions can vary by supplier, so always confirm the hotel's actual inclusions.
APAC – Asia Pacific
English Definition:
A geographical business term referring generally to the Asia-Pacific region.
Tagalog:
Ang APAC ay geographical term na tumutukoy sa Asia-Pacific region.
Example:
A company may have an APAC Sales Team responsible for markets in Asia and the Pacific.
APEX – Advance Purchase Excursion Fare
English Definition:
A discounted airfare that requires advance purchase and normally has specific restrictions regarding travel dates, minimum or maximum stay, changes, or refunds.
Tagalog:
Ang APEX fare ay discounted airfare na nangangailangan ng advance purchase at may specific conditions tungkol sa travel dates, minimum/maximum stay, changes, o refunds.
Applicable Fare
English Definition:
The fare that applies to a particular passenger, itinerary, route, date, class of service, and fare rule.
Tagalog:
Ang applicable fare ay ang fare na dapat gamitin para sa isang partikular na passenger at itinerary batay sa route, date, class, at fare rules.
AR – Accounts Receivable
English Definition:
Money owed to a company by customers for products or services that have already been provided, usually under credit terms.
Tagalog:
Ang Accounts Receivable ay perang dapat matanggap ng kumpanya mula sa customer para sa produkto o serbisyo na naibigay na ngunit hindi pa nababayaran.
ARC Number
English Definition:
An identification number assigned by ARC to an accredited travel agency or travel organization in the U.S. ARC environment.
Tagalog:
Ang ARC Number ay identification number na ibinibigay ng ARC sa accredited travel agency o organization sa U.S. travel industry.
ARNK – Arrival Unknown / Surface Sector
English Definition:
A GDS or fare-construction notation used when there is a gap between two booked flight segments where the passenger travels between the points by another means or the itinerary does not contain a confirmed air segment.
Tagalog:
Ang ARNK ay notation sa reservation system na ginagamit kapag may gap sa pagitan ng dalawang flight segments at ang passenger ay bumiyahe sa pagitan ng mga ito gamit ang ibang transportation o walang confirmed air segment.
Example:
Manila → Singapore → surface travel → Kuala Lumpur → Manila.
Around-the-World
English Definition:
A journey that generally travels around the world in one direction, crossing both the Pacific and Atlantic Oceans as part of the itinerary.
Tagalog:
Ang around-the-world trip ay paglalakbay na umiikot sa mundo sa isang general direction at tumatawid sa Pacific at Atlantic Oceans bilang bahagi ng itinerary.
ARR – Average Room Rate
English Definition:
Another term sometimes used for the average room rate of a hotel.
Tagalog:
Ang ARR ay terminong ginagamit para sa average price ng hotel room na nabenta sa isang partikular na period.
Agent Note:
ADR is the more commonly used modern hotel industry term.
ASPAC – Asia South Pacific
English Definition:
A geographical term referring broadly to Asia and the South Pacific region.
Tagalog:
Ang ASPAC ay geographical term para sa Asia at South Pacific region.
ATB – Automated Ticket and Boarding Pass
English Definition:
A former airline document combining ticket and boarding-pass information, historically used with magnetic-strip technology.
Tagalog:
Ang ATB ay dating airline document na pinagsasama ang ticket at boarding-pass information at gumagamit noon ng magnetic-strip technology.
Agent Note:
This is largely a historical term because modern travel uses electronic tickets and electronic/mobile boarding passes.
ATP – Average Ticket Price
English Definition:
The average amount paid for tickets during a specified period.
Tagalog:
Ang ATP ay average na halagang binayaran para sa mga ticket sa isang partikular na period.
Availability
English Definition:
The number of seats, rooms, or other travel inventory currently available for sale under a particular booking class or rate.
Tagalog:
Ang availability ay bilang ng available seats, rooms, o ibang travel inventory na maaaring i-book sa isang partikular na booking class o rate.
Example:
If a flight shows 5 seats available in booking class Y, up to five seats may be available for sale in that fare class at that moment.
Agent Note:
Availability can change at any time and is not necessarily guaranteed until the reservation is confirmed and, where required, ticketed.
Average Room Rate – ARR
English Definition:
The average revenue generated per occupied hotel room.
Formula:
ARR = Room Revenue ÷ Number of Occupied Rooms
Tagalog:
Ang Average Room Rate ay average na room revenue na kinikita ng hotel sa bawat occupied room.
B
Back-to-Back Ticketing
English Definition:
A ticketing practice in which two or more round-trip tickets are arranged so that the traveler uses the outbound portion of one ticket and the return portion of another to circumvent certain fare rules, such as minimum-stay requirements.
Tagalog:
Ang back-to-back ticketing ay arrangement kung saan gumagamit ang passenger ng dalawang round-trip tickets upang maiwasan ang ilang fare restrictions, gaya ng minimum-stay requirement.
Agent Note:
This practice may violate airline fare rules. Agents must never recommend or arrange prohibited ticketing practices. Always follow the carrier's fare rules.
Backtracking
English Definition:
Traveling back to a previous point or airport in order to continue or complete a journey.
Tagalog:
Ang backtracking ay pagbalik sa dating airport o destination point upang maipagpatuloy o makumpleto ang journey.
Example:
A passenger arrives in one city but must return to the original arrival airport to take the return flight.
Baggage
English Definition:
Personal belongings transported by a passenger during a journey. Baggage may be classified as carry-on/hand baggage or checked baggage.
Tagalog:
Ang baggage ay mga personal na gamit ng passenger na dinadala habang naglalakbay. Maaari itong carry-on/hand baggage o checked baggage.
Banker's Buying Rate – BBR
English Definition:
An exchange rate used by a bank when purchasing foreign currency.
Tagalog:
Ang BBR ay exchange rate na ginagamit ng bank kapag bumibili ito ng foreign currency.
Banker's Selling Rate – BSR
English Definition:
An exchange rate used by a bank when selling foreign currency.
Tagalog:
Ang BSR ay exchange rate na ginagamit ng bank kapag nagbebenta ito ng foreign currency.
BAR – Best Available Rate
English Definition:
A hotel pricing term referring to the best publicly available room rate offered for a particular room type and date at the time of booking, subject to the hotel's conditions.
Tagalog:
Ang BAR ay ang best available publicly offered hotel rate para sa isang partikular na room type at date sa oras ng booking.
Base Fare
English Definition:
The basic airfare before applicable taxes, fees, and surcharges.
Tagalog:
Ang base fare ay pangunahing presyo ng airfare bago idagdag ang applicable taxes, fees, at surcharges.
Example:
Base fare = PHP 8,000
Taxes and fees = PHP 2,500
Total ticket price = PHP 10,500
Bed-Nights
English Definition:
A hotel occupancy measurement representing one room occupied for one night.
Tagalog:
Ang bed-night ay measurement ng hotel occupancy na tumutukoy sa isang room/bed na occupied sa loob ng isang gabi.
Example:
10 rooms × 3 nights = 30 room-nights
Blackout Dates
English Definition:
Specific dates or periods during which a particular fare, promotion, discount, or travel benefit cannot be used.
Tagalog:
Ang blackout dates ay mga partikular na petsa o panahon kung kailan hindi maaaring gamitin ang isang fare, promotion, discount, o travel benefit.
Examples:
Christmas period
New Year
Major holidays
Peak travel periods
Blocked Space
English Definition:
A number of seats or rooms reserved in advance by a travel agency, wholesaler, or tour operator for later sale to customers.
Tagalog:
Ang blocked space ay ilang seats o hotel rooms na naka-reserve nang maaga ng travel agency, wholesaler, o tour operator para ibenta sa customers.
Boarding Pass
English Definition:
A document or digital pass that authorizes a passenger to board a flight and normally contains information such as the passenger name, flight number, boarding gate, and seat.
Tagalog:
Ang boarding pass ay dokumento o digital pass na nagbibigay ng authorization sa passenger na sumakay sa flight.
Usually contains:
Passenger name
Flight number
Date
Boarding time
Gate
Seat number
Booking Code
English Definition:
A letter or combination of letters used by an airline to identify a particular booking class or fare class.
Tagalog:
Ang booking code ay letter o combination of letters na ginagamit ng airline upang tukuyin ang isang partikular na booking class o fare class.
Example:
Y, B, M, K, L, T, etc.
Important: Booking codes and their meaning vary by airline.
BSP – Billing and Settlement Plan
English Definition:
An IATA system used in many countries to facilitate financial settlement between travel agents and participating airlines.
Tagalog:
Ang BSP ay IATA system na ginagamit sa maraming bansa upang mapadali ang payment settlement sa pagitan ng accredited travel agents at participating airlines.
BTA – Business Travel Account
English Definition:
A centralized corporate payment account used to pay for business travel expenses without requiring each employee to have an individual physical credit card.
Tagalog:
Ang BTA ay centralized corporate payment account na ginagamit para sa business travel expenses nang hindi kinakailangang magkaroon ng sariling physical credit card ang bawat employee.
Bulk Fare
English Definition:
A specially negotiated or contracted fare generally offered to travel agencies, wholesalers, or tour operators for resale, subject to specific conditions.
Tagalog:
Ang bulk fare ay special negotiated fare na karaniwang ibinibigay sa travel agencies, wholesalers, o tour operators para sa resale at may specific conditions.
Bulkhead
English Definition:
A fixed wall or partition inside an aircraft that separates different sections or areas of the cabin.
Tagalog:
Ang bulkhead ay fixed wall o partition sa loob ng aircraft na naghihiwalay sa iba't ibang bahagi ng cabin.
Example:
Seats located directly behind a bulkhead may have different legroom or baggage-storage rules.
Bumped
English Definition:
A passenger is "bumped" when they are denied a seat on a flight, commonly because the airline has accepted more confirmed reservations than available seats.
Tagalog:
Ang bumped ay kapag ang passenger ay hindi nakasakay sa flight kahit may reservation, karaniwang dahil sa overbooking o operational reasons.
Related term:
Denied Boarding
Bundled Pricing
English Definition:
A pricing structure in which several travel services are combined into one package or transaction price.
Tagalog:
Ang bundled pricing ay pricing arrangement kung saan pinagsasama ang ilang travel services sa isang package o total price.
Example:
Airfare + hotel + airport transfer = one bundled price.
Business Class
English Definition:
An airline cabin class generally offering more space, services, baggage allowance, and amenities than Economy Class, but typically below First Class where First Class is offered.
Tagalog:
Ang Business Class ay cabin class na karaniwang nagbibigay ng mas mataas na level ng comfort, service, baggage allowance, at amenities kumpara sa Economy Class.
Business Travel Management
English Definition:
The planning, booking, monitoring, and management of business travel for an organization.
Tagalog:
Ang Business Travel Management ay proseso ng pagpaplano, pag-book, pag-monitor, at pag-manage ng business travel ng isang kumpanya o organization.
Important Training Reminder
Travel terminology should always be interpreted together with the airline's fare rules, hotel policies, GDS rules, visa requirements, and supplier conditions.
A terminology definition explains what a word generally means, but it does not automatically mean that the same rule applies to every airline, hotel, country, or booking system.
Basic Airline Operations
Basic Airline and Aviation Operations
Introduction
The aviation industry is a complex global system involving the safe and efficient transportation of passengers and cargo. It brings together airlines, airports, aircraft, flight crews, ground personnel, air traffic services, government authorities, technology providers, and travel service companies.
For travel professionals, understanding the basic areas of airline and aviation operations is important because these operations directly affect flight schedules, passenger handling, ticketing, baggage, airport procedures, safety, security, and overall customer service.
The major areas of aviation operations include:
Flight Operations
Ground Operations and Resources
Aviation Management
Airport Management
Aircraft Maintenance and Crew Management
Air Traffic Control
Airline Marketing Management
Human Resources in Aviation
Logistics and Cargo Management
Air Transport Safety and Security
1. Flight Operations
Flight Operations refers to the planning, coordination, monitoring, and control of airline flights from departure to arrival.
Key activities may include:
Flight planning
Flight dispatch
Weather monitoring and briefing
Flight following or flight watch
Operations control
Communication between ground operations and flight crews
Aircraft scheduling
Crew coordination
Maintenance planning
Gate allocation
Airport and slot coordination
Coordination with Air Traffic Control (ATC)
Management of irregular operations such as delays, cancellations, diversions, and aircraft changes
The primary objective of Flight Operations is to ensure that flights are operated safely, efficiently, and in accordance with applicable regulations and operational requirements.
Agent Relevance
Travel agents should understand that changes in flight schedules, aircraft, gates, delays, and cancellations can originate from operational decisions. Agents should communicate such changes accurately and avoid making assumptions about the airline's operational decisions.
2. Ground Operations and Resources
Ground Operations covers the activities performed at the airport before departure, during aircraft turnaround, and after arrival.
These activities may include:
Passenger check-in
Baggage handling
Boarding
Gate operations
Aircraft turnaround coordination
Ground transportation
Cargo and mail handling
Aircraft servicing
Cleaning and catering
Passenger assistance
Coordination with airport authorities and other service providers
Ground Resources Management focuses on making effective use of personnel, equipment, facilities, and time.
Proper resource planning helps determine:
The number of staff required
Appropriate staff assignments
Work schedules and rosters
Training requirements
Leave planning
Staff deployment
Operational workload
Equipment and facility requirements
Agent Relevance
Understanding ground operations helps travel agents explain airport procedures to passengers, including check-in deadlines, baggage procedures, boarding requirements, airport arrival times, and possible operational delays.
3. Aviation Management
Aviation Management involves the planning, coordination, supervision, and administration of aviation-related activities.
It covers the management of:
Airlines
Airports
Aircraft operations
Flight operations
Ground operations
Passenger services
Cargo operations
Aviation personnel
Safety and security
Financial and commercial activities
Regulatory compliance
Aviation management aims to ensure that aviation organizations operate safely, efficiently, commercially, and in compliance with applicable laws and regulations.
Agent Relevance
Travel consultants are part of the wider aviation and travel industry. Although agents may not directly operate aircraft or airports, their work connects passengers with airline and airport services.
4. Airport Management
Airport Management involves the operation, administration, coordination, and maintenance of airport facilities and services.
Airport management may cover:
Passenger terminals
Check-in areas
Boarding gates
Baggage systems
Airport security
Immigration facilities
Customs facilities
Airside operations
Landside operations
Ground transportation
Airport facilities and infrastructure
Airline coordination
Emergency response
Commercial activities
Effective airport management helps support safe aircraft movements, efficient passenger processing, timely departures and arrivals, and quality passenger service.
Airports may also generate revenue through activities such as:
Retail stores
Duty-free shops
Restaurants
Parking
Lounges
Advertising
Car rental
Other commercial services
Agent Relevance
Travel agents should be familiar with airport facilities, terminals, check-in procedures, airport restrictions, and passenger requirements because these can directly affect a customer's journey.
5. Aircraft Maintenance and Crew Management
Aircraft Maintenance
Aircraft Maintenance involves the inspection, servicing, repair, and maintenance of aircraft to ensure that they remain safe and airworthy.
Maintenance activities may include:
Routine inspections
Preventive maintenance
Repairs
Component replacement
Troubleshooting
Aircraft servicing
Maintenance documentation
Compliance with regulatory requirements
Aircraft must meet applicable airworthiness and safety requirements before being released for operation.
Flight Crew
The flight deck crew generally consists of:
Captain – The pilot in command of the aircraft
First Officer – The second pilot who assists the Captain and performs assigned flight duties
Cabin Crew
The Cabin Crew is responsible primarily for passenger safety and cabin-related duties. Their responsibilities may include:
Conducting safety demonstrations
Assisting passengers
Managing cabin safety
Responding to emergencies
Providing onboard service
Applying airline safety procedures
Crew Resource Management (CRM)
Crew Resource Management (CRM) is the effective use of communication, teamwork, leadership, decision-making, situational awareness, and other human factors to promote safe flight operations.
Agent Relevance
Travel agents should understand that flight crews have specific safety responsibilities and that operational decisions may sometimes result in schedule changes, delays, or other disruptions.
6. Air Traffic Control (ATC)
Air Traffic Control (ATC) is the service responsible for managing and separating aircraft in controlled airspace and around airports.
Air Traffic Controllers communicate with pilots and provide instructions and information related to aircraft movements.
Their responsibilities may include:
Managing aircraft movements
Providing takeoff and landing clearances
Maintaining safe separation between aircraft
Providing traffic information
Providing relevant weather information
Managing aircraft sequencing
Coordinating aircraft movements with other ATC units
ATC plays an important role in maintaining the safe and orderly movement of air traffic.
Agent Relevance
ATC-related restrictions, weather conditions, airport congestion, or airspace limitations may contribute to flight delays or operational changes. Travel agents should communicate confirmed airline information rather than speculate about the cause of a delay.
7. Airline Marketing Management
Airline Marketing Management involves developing strategies to attract passengers, increase bookings, strengthen customer relationships, and promote the airline's products and services.
Marketing activities may include:
Advertising
Promotional campaigns
Special fares
Loyalty programs
Social media marketing
Digital marketing
Customer engagement
Market research
Corporate partnerships
Brand management
Product development
Airline marketing aims to understand customer needs and communicate appropriate products, services, and offers to the target market.
Agent Relevance
Travel agents also participate in travel marketing by:
Promoting airline fares
Presenting suitable flight options
Explaining fare conditions
Informing customers about promotions
Building customer relationships
Encouraging repeat business
Providing accurate travel information
Marketing should always be based on accurate, current, and transparent information.
8. Human Resources (HR) in Aviation
Human Resources (HR) manages the people who work within an airline, airport, travel company, or other aviation organization.
HR responsibilities may include:
Recruitment
Hiring
Employee training
Workforce planning
Performance management
Employee development
Compensation and benefits
Leave management
Employee relations
Succession planning
Workplace policies
The aviation industry requires both technical and non-technical personnel.
Examples of Technical and Operational Positions
Pilots
Aircraft maintenance personnel
Aircraft engineers
Avionics personnel
Flight dispatchers
Air traffic controllers
Airport engineers
Safety personnel
Security personnel
Examples of Customer Service and Support Positions
Cabin crew
Ground handling staff
Check-in agents
Baggage handlers
Airport customer service staff
Travel consultants
Airport administrative staff
Cargo personnel
Catering personnel
Transportation personnel
Effective communication between HR and operational departments is important to ensure that organizations have the right people, skills, training, and staffing levels to support operations.
9. Logistics and Cargo Management
Air Cargo and Logistics Management involves the planning, movement, handling, storage, and delivery of goods through the air transportation network.
Air cargo may include:
General merchandise
Documents
Electronics
Perishable goods
Pharmaceuticals
Medical supplies
High-value goods
Live animals
Special cargo
Urgent shipments
Air transportation is particularly useful for goods that require speed, controlled handling, security, or specialized transportation conditions.
Cargo operations involve several stages, including:
Booking
Documentation
Cargo acceptance
Security screening
Warehousing
Loading
Transportation
Unloading
Customs clearance
Final delivery
Effective logistics management requires coordination between airlines, freight forwarders, cargo handlers, customs authorities, warehouses, transportation providers, and customers.
Agent Relevance
Travel consultants primarily handle passenger travel, but understanding cargo operations is useful when assisting customers who need to transport baggage, special items, commercial goods, or other shipments.
10. Air Transport Safety and Security
Air Transport Safety and Security is one of the most important areas of aviation.
Although safety and security are related, they have different meanings.
Aviation Safety
Aviation Safety focuses on preventing accidents, incidents, injuries, and operational hazards.
Safety may involve:
Aircraft maintenance
Flight crew training
Operational procedures
Air traffic control
Ground handling
Safety management systems
Emergency procedures
Weather monitoring
Risk management
Aviation Security
Aviation Security (AVSEC) focuses on protecting passengers, aircraft, airports, cargo, and aviation facilities from unlawful interference and security threats.
Security measures may include:
Passenger screening
Baggage screening
Access control
Security checks
Identification requirements
Restricted-area controls
Airport security procedures
Prohibited-item regulations
Human Factors
Human factors play an important role in aviation safety. Effective training, communication, teamwork, situational awareness, decision-making, and adherence to procedures help reduce operational risks.
Safety and security are shared responsibilities involving airlines, airports, government authorities, air traffic services, maintenance personnel, ground handlers, flight crews, cabin crews, and other aviation professionals.
Agent Relevance
Travel agents should never advise passengers to bypass safety or security procedures. Agents should remind passengers to:
Follow airline and airport instructions
Carry valid travel documents
Comply with baggage restrictions
Follow security screening procedures
Arrive at the airport within the recommended time
Declare restricted or regulated items when required
Follow immigration and customs requirements
Cooperate with airport and airline personnel
Key Point for Jetliner Express Agents
As a Travel Consultant, you do not need to perform the technical duties of pilots, engineers, ATC personnel, or airport operations staff. However, understanding how these areas work helps you provide accurate, professional, and confident assistance to passengers.
A Jetliner Express Travel Consultant should understand the relationship between:
Airline → Airport → Flight Operations → Ground Operations → Crew → ATC → Passenger → Travel Consultant
When these areas work together effectively, the result is a safer, smoother, and more efficient travel experience for the passenger.
Remember: Aviation operations are governed by airline policies, airport procedures, national regulations, and international standards. When assisting a passenger, always verify the latest information from the airline, airport, government authority, or applicable travel system rather than relying on assumptions.
Process Guide: Flight Ticketing Procedure (Booking)
1. Verify and Validate Flight Details
Before proceeding with any booking, the booking officer must carefully check and validate the following information using the VIA Booking System and the applicable Pricelist Guide for Service Charges.
1.1 Flight Details
Verify the following:
Airline
Departure and arrival time (ETD/ETA)
Number of stops
Total flight duration
Airport and terminal
Seat availability
Travel class
1.2 Add-Ons
Check if the passenger requires any additional services, such as:
Checked baggage
Meals
Travel insurance
Other applicable add-ons
1.3 Net Fare
Confirm the applicable net fare displayed in the booking system.
1.4 Quoted Price
Calculate the customer's final quoted price:
Quoted Price = Net Fare + Applicable Service Charge
Note: Always refer to the current Pricelist Guide when determining the applicable service charge.
1.5 Passenger Names
Collect and verify the passenger's complete name exactly as shown on their valid identification document or passport.
IMPORTANT: NO ID, NO BOOKING POLICY
Do not proceed with the booking if the required identification document has not been provided and verified.
1.6 Passenger Information
Verify and enter the following details accurately:
Date of Birth
Gender
Frequent Flyer Account Number, if applicable
Other required passenger information
Important: Passenger information must be checked carefully before proceeding because incorrect details may result in additional charges, booking restrictions, or other complications.
2. Confirm Payment
Once all flight and passenger information has been verified and confirmed to be correct, confirm the customer's payment before proceeding with the booking transaction.
Do not proceed with ticket issuance until the required payment has been properly confirmed and validated.
3. Access the VIA Booking Portal
Using the authorized VIA Booking System desk login credentials:
Log in to the VIA Booking Portal.
Select the Flight tab.
Enter the required search information:
Trip type — One-Way or Round-Trip
Origin
Destination
Departure date
Return date, if applicable
Number of passengers
Travel class
Click Search Flight.
4. Select and Book the Flight
From the search results:
Select the customer's preferred flight.
Review the flight schedule, fare, availability, and applicable conditions.
Click Book.
Enter the passenger details carefully and accurately.
Select the required add-ons, if applicable.
Review all information before continuing.
Check the required boxes confirming the Terms and Conditions and Travel Insurance, when applicable.
Proceed to the payment section.
IMPORTANT: Before proceeding, perform a final verification of the passenger's name, travel dates, route, flight schedule, baggage, add-ons, and total amount.
5. Complete Payment and Issue the Ticket
After clicking Proceed to Payment:
Carefully review all booking details displayed on the confirmation screen.
Verify that all information is correct.
Click Payment.
Select the applicable payment method:
Deposit
Credit Card
Complete the payment transaction.
IMPORTANT PAYMENT REMINDER:
Do not close the browser window, refresh the page, or click the Back button while the payment is being processed. Doing so may cause payment or booking errors.
Once the transaction is successfully completed:
The ticket will be displayed on the screen.
Review the issued ticket carefully and verify all details.
When printing the ticket, ALWAYS SELECT “PRINT TICKET WITHOUT PRICE.”
Final Ticket Verification
Before sending the ticket to the customer, verify:
Passenger name
Booking reference
Airline
Flight number
Departure and arrival dates
ETD and ETA
Origin and destination
Terminal, if available
Baggage allowance
Other applicable services or add-ons
6. Send the Ticket and Issue the Official E-Receipt
After the booking transaction has been successfully completed, the booking officer may send the ticket/itinerary to the customer through the registered email address or other approved communication channel.
Booking Officer's Final Checklist
Before closing the transaction, make sure that:
☐ Passenger identification has been verified
☐ Passenger name is correct
☐ Date of birth and gender are correct
☐ Flight schedule and travel dates are correct
☐ Origin and destination are correct
☐ Baggage and other add-ons are correct
☐ Fare and service charge are correct
☐ Customer payment has been confirmed
☐ Booking reference has been recorded
☐ Ticket has been reviewed before sending
☐ Ticket was printed without price
☐ E-receipt has been issued
☐ Ticket/itinerary has been sent to the customer
Flight Process Guide
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