Unit25 lo1 passenger journey jess thompson by

Stage 1: Car park operations

tho22000214 — 2025-05-15 13:21:52 UTC

Car park operations is the first stage of the passenger journey. This is when they arrive at the airport getting ready to depart. This consists of managing the entering and exiting of vehicles within the airport car parks.

Stage 2: Check-in

tho22000214 — 2025-05-15 13:22:00 UTC

The next stage of the customer journey is check-in. This can be done online to make the process quicker for you which can also help manage the queues within the airport. Another way to check-in is at their self service kiosks that are located around the check-in area which is another way to reduce queues and over crowding or you can do this manually by going to the desks where you have the check-in staff do all the things they need to do to be able to check you in. However if you haven't done an online check-in you will have your boarding pass printed for you to be able to board the plane.

Stage 3: Bag drop

tho22000214 — 2025-05-15 13:22:11 UTC

This is the next stage after check-in. The bag drop is normally located near the check-in desks. However, if you have done an online check-in this is where you go to first. With new technology being introduced you are now able to do the bag drop yourself where you are able to weigh your suitcase and have the tag printed off.

Stage 4: VIP passenger journey

tho22000214 — 2025-05-15 13:22:23 UTC

Once you have done your bag drop you are able to go into the VIP lounges which are located in an area of the airport.

A VIP passenger typically is a celebrity or an important person. They can receive more comfort, privacy the process within the airport will be quicker and this will be convenient for the passengers that are travelling as a VIP. When travelling as a VIP there are many things that they can receive is dedicated check-in and security which is usually known as fast track which you see when you are checking-in as it is a separate section, you also have access to VIP lounges where you are able to enjoy food, drinks, spa services and access to Wi-Fi. There are many more things that you will have available to you when travelling VIP.

There are different types of VIP passengers these include commercial VIP's, Private VIP's, Protocol based VIP's and event/ temporary VIP's

Stage 6: Boarding

tho22000214 — 2025-05-15 13:22:34 UTC

This is when all passengers arrive at their designated gate to get onto the airplane before it departs. The airline staff at the gate will make an announcement in groups of the seat rows, ticket class or their loyalty status, however it is usually seat rows. Once you arrive at the gate you will have a boarding pass check where they will scan the pass. There are many ways you are able to arrive onto the plane depending on the airport, this is where you walk through a jet bridge or a shuttle bus or you walk to the stairs to board the plane.

When it comes to passengers with reduced mobility they have assistance from the airport to their seat on their aircraft. They also receive help with check-in and security checks. When there are passengers with reduced mobility they usually get priority boarding so that they are able to get on the plane first.

Stage 7: Special service requests (SSR's)

tho22000214 — 2025-05-15 13:22:42 UTC

Special service requests are able to take place when booking the holiday so the airline are able to get prepared for the customers that need any assistance. These are typically to make the travel experience more comfortable or accessible for their travellers. There are many types of special service requests such as mobility assistance for passengers who need a wheelchair to be able to get around the airport as well as get onto the aircraft there is also an ambulift service which are able to get you up onto the aircraft who cant walk up stairs. For any passengers with medical needs there are many services available onboard which are able to help any situations that may occur such as having oxygen supply onboard, stretcher service also being able to travel with any medical equipment you may need. There are many more special service requests for passengers that crew onboard deal with day-to-day and have things available

Stage 8: Transit/ Transfer

tho22000214 — 2025-05-15 13:22:49 UTC

Transit and transfers are something you have available at an airport. When you have parked your car at the airport sometimes you have to get a transfer from the car park to the terminal/ airport. And other airports such as airports located in London you are able to get a tube to the airport such as Heathrow. Transfers is also a prearranged transfer service which is able to get you to the airport which is also known as a shuttle bus.

Stage 5: security checks

tho22000214 — 2025-05-15 13:23:37 UTC

This is the next stage once you have done your bag drop. Security checks are in place to maintain the safety of all passengers. This consists of checking passports and boarding passes to verify if the identity on the passport matches the flight reservation. There is also a baggage screening where your carry on bags get checked for any items that are prohibited, you are able to check the restricted items on the airlines website before you arrive at the airport. You will then also get a screening where you will have to a full body scan where this has been improved due to the new technologies that are getting developed. These are in place to ensure the safety of all passengers and crew.

Stage 9:Arrival services

tho22000214 — 2025-05-15 13:23:45 UTC

Arrival services at an airport can consist of any assistance and any amenities for passengers who are arriving. Depending on your destination you usually have to go through passport control, baggage claim and have to go through customs. Their is also different different arrival services for VIP passengers which is the same for when boarding a flight.

Stage 10: Property irregularity report (PIR)

tho22000214 — 2025-05-15 13:24:02 UTC

Property irregularity report is when a report is filled for any baggage that hasn't been claimed or is lost or even has been damaged. This is filled out at the baggage service desk when you are at the baggage claim area within the airport. There will be information that will be taken from the passenger so that the airline can track where their luggage is. This usually is the passengers name and contact details as well as flight information and you must give a description of the baggage. When this has been done the passenger can usually gain compensation from the damage that has been caused.

Stage 11: Border force

tho22000214 — 2025-05-15 13:24:10 UTC

This is a Government agency that is in place which is responsible for enforcing immigration and custom laws within the airport to ensure safety of all passengers. This consists of passport control, custom checks, quarantine enforcement if their are any diseases or unsafe products, and interviewing passengers if their is something suspicious about a passenger or their immigration status.