Passenger Journey Unit 5 LO1 by

STAGE 1- Car Park Operations

lac23002156 — 2025-05-15 13:21:09 UTC

Car Park Operations is managing parking facilities efficiently whether this is; short term parking (pick ups and drop offs), long term parking (long stays, usually further from the terminal), park and ride (park your car in designated car park and take a shuttle to the airport), meet and greet(driver meets you at the terminal and takes your car to a secure car park) and valet parking (drive your car to the terminal and hand your car to the valet who will park it for you). These ensure a smooth experience for drivers.

STAGE 2- Check in (online, manual, self service kiosk)

lac23002156 — 2025-05-15 13:21:53 UTC

Checking in is the process of confirming your flight, dropping off your luggage and getting boarding passes before security. This could be online which is when you check-in for your flight 24 hours before your flight through the airlines website or app. You can check in manually by going to the airport counter and the agent will check you in and verify your travel documents and give you boarding passes. Lastly you could use a self service kiosk to check in and you do this by scanning your travel document on a machine and you print your own boarding pass which is faster than checking in manually.

STAGE 3- Bag drop

lac23002156 — 2025-05-15 13:22:18 UTC

Bag drop at the airport involves you checked luggage to be sent to your flight after you have checked in online or at a kiosk. There are 3 bag drop services; regular bag drop( you take your bag to the counter and an agent will check your ID and tag your bag and send it of), self-service bag drop(here you tag your own bags at the kiosk and drop them at the designated area) and curb side bag drop(some airports allow you to check your bags at the cur before you enter the terminal.

STAGE 4- VIP passengers(VIP Lounge)

lac23002156 — 2025-05-15 13:22:50 UTC

VIP passengers are passengers that get special treatment at the airport and their procedure is different. Faster check in is used for VIP passengers as they are made a priority, they also have access to airport lounges and personal assistance with baggage so they do not have to carry or move their own luggage. Some VIP's have private transport to and from the aircraft so they do not have to get on a shuttlebus or walk like the other customers do. VIP passengers can be first-class/business class travellers, frequent flyers, government officials, celebrities and high-profile customers or passengers that choose to pay for the VIP service.

STAGE 5- Security Checks

lac23002156 — 2025-05-15 13:23:08 UTC

The security check at an airport is when you show your boarding pass and ID to security so the airport knows you are the person on the ticket and you have to remove laptops and liquids from your bag when it goes through the x-ray scanner to ensure you are not bringing anything that is prohibited. Lastly you walk through a metal detector so the airport know you have no prohibited items on you or a full-body scanner that can detect non-metallic items. Sometimes customers have to undergo a pat-down if something has been flagged or has set off an alarm.

STAGE 6- Boarding ( including reduced mobility, PRM's)

lac23002156 — 2025-05-15 13:23:45 UTC

The boarding process is to get you onto the plane and in your seats ready for take-off. Boarding normally starts with priority passengers such as first-class/VIP customers and frequent flyers as well as passengers with reduced mobility before the general boarding begins to allow them extra time to be settled comfortably and safely with assistance if required. Once the priority passengers have boarded they will then board the general passengers organized by zones or row numbers such as boarding group A boarding first, followed by boarding group B and C, this depends on the airline and their boarding order.

STAGE 7- Special Service Requests

lac23002156 — 2025-05-15 13:24:18 UTC

Special service requests at an airport is assistance for many different needs. This could be wheelchair assistance, help for passengers with impaired vision and hearing, support for unaccompanied minors and other specific needs that require help for a smoother travel experience. This includes pushing the wheelchair and taking them down/ putting them up when required, guidance for impairments, language assistance or any other assistance to help meet the needs of an individual. This should be booked when you book your trip or in advance to ensure the correct staff and resources are ready for you.

STAGE 8- Transit/Transfers

lac23002156 — 2025-05-15 13:24:39 UTC

Airport transfers get you from one flight to another during a lay over and this could require going through security again, changing terminals or a shuttle to a different part of the airport. Different types of transfer include international-to-international (stay in international transit area)international-to-domestic transfer(may have to go through customs and immigration) and lastly domestic-to-domestic transfers(staying within the same country)

STAGE 9- Arrival services(baggage reclaim)

lac23002156 — 2025-05-15 13:25:31 UTC

Arrival services are when you land at an airport therefore this includes baggage claim where you collet your luggage, customs and immigration if you are arriving from an international flight, information desks to help you find your way or if you require further assistance and transportation options such as taxi's, public transport, shuttles or private transfers to reach your destination.

STAGE 10- Property irregularity report (lost/damaged/pilfered)

lac23002156 — 2025-05-15 13:26:18 UTC

A property irregularity report is what a customer files when their luggage has been delayed, damaged or lost and it is a formal record to start the process of the airline to compensate for damages or locate your items. To do this, the customer must show them their baggage claim tag and fill out a form with their details and contact information. The staff member will give you a reference number to track the report while they are searching for your luggage.

STAGE 11- Border force

lac23002156 — 2025-05-15 13:27:22 UTC

Border force's role is to protect the country borders and they are responsible for immigration and customs checks, ensuring good and people entering are safe and legal and they prevent smuggling and other illegal activities. When going through border force you show your passport and any visa's and some may ask questions about your reasons for travelling and where you are staying for further safety. They may also inspect luggage to ensure you have nothing that is undeclared or illegal.