Airport Procedures and Policies

Airport Procedures and General Policies

Jetliner Express Agent Training Module

1. Introduction to Airport Procedures

• Purpose of airport procedures

• Role of a travel consultant/agent

• Passenger journey from arrival at the airport to boarding

• Difference between domestic and international airport procedures

• Importance of following airline and airport regulations

• Agent responsibility for providing accurate travel information

2. Before the Passenger Goes to the Airport

Agents should verify and remind passengers about:

• Flight date and departure time

• Airport and terminal

• Airline and flight number

• Passenger name and ticket details

• Passport validity for international travel

• Visa and entry requirements

• Travel documents

• Baggage allowance

• Hand-carry restrictions

• Special assistance requirements

• Online check-in, when applicable

• Airport check-in requirements

• Travel insurance, when applicable

• E-Travel and other government requirements

• Affidavit of Support and Guarantee (ASG), when applicable

• Return/onward ticket requirements, when applicable

3. Recommended Airport Arrival Time

For Jetliner Express agents, include a standard passenger advisory:

Type of FlightRecommended Airport ArrivalDomestic flightAt least 2–3 hours before departureInternational flightAt least 4–5 hours before departureSame-airline connection/layoverIdeally around 2 hours, depending on the airport and connectionDifferent-airline/self-transferIdeally 6 hours or more, especially when the passenger must collect baggage, clear immigration/customs, and check in again

Important: These are Jetliner Express training guidelines. The actual minimum check-in, boarding, and gate-closing times are determined by the airline and airport and may vary.

4. Airport Check-In Procedure

Agents should explain the normal sequence:

Airport Arrival → Terminal Verification → Check-In → Baggage Drop → Security Screening → Immigration (International) → Boarding Gate → Boarding

Training should cover:

• Counter check-in

• Online check-in

• Self-service kiosks

• Baggage drop

• Seat assignment

• Boarding pass

• Special assistance

• Check-in deadlines

• Gate closing times

5. Baggage Procedures

Checked Baggage

Agents should explain:

• Permitted baggage allowance

• Number of pieces

• Weight restrictions

• Excess baggage

• Oversized baggage

• Special baggage

• Prohibited/restricted items

• Baggage tags

• Baggage receipt

For Jetliner Express bookings, the agent must always verify the actual baggage allowance shown on the passenger's ticket/booking, rather than assuming that every fare has the same allowance.

Hand-Carry/Cabin Baggage

Discuss:

• Weight and size limits

• Personal items

• Liquids

• Electronic devices

• Power banks

• Restricted items

• Items that should be placed in checked baggage

6. Immigration Procedures

For international travelers:

• Present passport

• Present boarding pass

• Answer immigration questions truthfully

• Present supporting travel documents when requested

• Provide accommodation details

• Explain purpose of travel

• Show return/onward ticket when applicable

• Provide proof of financial capacity when required

• Present visa or residence permit when applicable

Agents should never coach passengers to provide false information. Passengers should answer immigration questions truthfully and consistently with their actual travel plans and documents.

7. Philippine Departure Procedures

This should be an important section for Jetliner Express agents handling Filipino passengers.

Topics can include:

• Philippine immigration departure procedures

• Travel documents

• Visa requirements

• Return/onward ticket

• Proof of accommodation

• Financial/supporting documents

• Employment or business-related supporting documents, when relevant

• Sponsored travel

• Affidavit of Support and Guarantee (ASG), when applicable

• Minor travelers

• First-time international travelers

• Possible secondary inspection

• Offloading/deferred departure

A key training principle:

Having a valid airline ticket and visa does not automatically guarantee admission or departure clearance. Immigration authorities may conduct their own assessment based on applicable rules and the passenger's circumstances.

8. Security Screening

Agents should teach passengers to prepare for:

• Security screening

• Removal of prohibited items

• Liquids and electronic devices where required

• Metal objects

• Carry-on inspection

• Additional screening

9. Boarding Procedures

Explain:

1. Check the boarding pass

2. Proceed to the correct gate

3. Monitor airport information screens

4. Listen for announcements

5. Be at the gate before boarding closes

6. Present boarding pass and identification/passport

7. Follow airline boarding instructions

Important: A passenger should not wait until the final boarding announcement before proceeding to the gate.

10. Connecting Flights and Layovers

This deserves its own section because it is a common source of passenger problems.

Cover:

• Same-airline connection

• Different-airline connection

• Through-ticket vs. separate tickets

• Baggage transfer

• Immigration during transit

• Transit visa requirements

• Terminal changes

• Self-transfer

• Minimum connection time

• Missed connections

• Re-checking baggage

A particularly important concept for agents:

A layover is not automatically the same as a protected connection.

11. Airport Terminal Changes

Agents should teach passengers to verify:

• Airport name

• Terminal number

• Departure terminal

• Arrival terminal

• Transfer requirements

• Transportation between terminals

Airlines may change terminals or schedules, so passengers should check their booking and airline updates before departure.

12. Flight Delays, Cancellations and Irregular Operations

Training should cover what agents should do when:

• Flight is delayed

• Flight is cancelled

• Flight is rescheduled

• Passenger misses the flight

• Passenger misses a connection

• Airport closes

• Weather disrupts operations

• Aircraft changes

• Gate changes

Agents should distinguish between:

Airline responsibility vs. passenger responsibility vs. travel-agent assistance.

13. No-Show and Missed Flight Policy

Explain:

• What constitutes a no-show

• Consequences of missing a flight

• Rebooking possibilities

• Fare restrictions

• Cancellation penalties

• Refund conditions

• Importance of contacting the airline/agent before departure

Agents should never promise a refund or free rebooking unless the applicable fare and airline rules confirm it.

14. Special Passenger Categories

Include procedures for:

• Infants

• Children

• Unaccompanied minors

• Pregnant passengers

• Elderly passengers

• Passengers with disabilities

• Passengers requiring wheelchair assistance

• Passengers with medical needs

• Passengers traveling with special equipment

15. General Airport Policies for Jetliner Express Agents

This section can establish your internal agent standards.

Agents must:

• Provide accurate information

• Verify information before advising the passenger

• Check airline-specific rules

• Check airport requirements

• Avoid making assumptions

• Clearly explain restrictions

• Document important passenger communications

• Advise passengers of deadlines

• Escalate unusual cases

• Protect passenger information

• Maintain professional communication

• Never guarantee immigration approval or entry

• Never guarantee visa approval

• Never guarantee that a passenger will be allowed to board or enter a country

16. Passenger Communication Standards

Teach agents how to communicate airport information professionally.

Instead of:

"You need to be there early."

Use:

"For your international flight, we recommend arriving at the airport at least 4–5 hours before departure so you have enough time for check-in, baggage drop, security, immigration, and other airport procedures."

This makes the advice specific, useful, and professional.

17. Airport Emergency and Problem Handling

Agents should know the proper escalation process for:

• Lost passport

• Lost baggage

• Damaged baggage

• Missed flight

• Medical emergency

• Immigration concerns

• Security concerns

• Flight cancellation

• Passenger stranded at the airport

• Wrong terminal

• Wrong travel date

• Wrong passenger information

18. Agent Pre-Flight Checklist

A useful final checklist could be:

JETLINER EXPRESS PRE-FLIGHT CHECK

☐ Passenger name verified
☐ Flight date verified
☐ Departure airport verified
☐ Terminal verified
☐ Flight number verified
☐ Departure time verified
☐ Baggage allowance verified
☐ Passport checked
☐ Visa checked
☐ Entry requirements checked
☐ Return/onward ticket checked when applicable
☐ Hotel/accommodation confirmed
☐ Travel insurance checked when applicable
☐ E-Travel requirement checked
☐ ASG checked when applicable
☐ Special assistance arranged if required
☐ Passenger advised of airport arrival time
☐ Check-in procedure explained
☐ Boarding procedure explained
☐ Important airline restrictions explained

19. Practical Agent Scenarios

I would also recommend making the module scenario-based. For example:

Scenario 1: Passenger arrives only 1 hour before an international flight.

Scenario 2: Passenger has excess baggage.

Scenario 3: Passenger has a separate-ticket connecting flight.

Scenario 4: Passenger forgot to check the terminal.

Scenario 5: Passenger missed the boarding time.

Scenario 6: Passenger's flight was cancelled.

Scenario 7: Passenger is referred to secondary immigration inspection.

Scenario 8: Passenger's baggage does not arrive.

Scenario 9: Passenger asks, "Will immigration definitely allow me to travel?"

Scenario 10: Passenger asks the agent to tell immigration something that is not true.