INTRODUZIONE AL TRASPORTO AEREO
The scenario of industry
Strategic alliances, passenger types and benefits
L’Organizzazione degli scali: focus su FCO HUB APT, descrizione terminal ed
organizzazione degli enti operativi
The world and national regulatory bodies
INGLESE BASE E AERONAUTICO, FINALIZZATO ALL’INTERAZIONE CON I
CLIENTI STRANIERI
THE TRAVEL DOCUMENTATION
The document law of the adult passenger
The document law for minors
UMNR Process
The Timatic
Focus on Italian passport for USA, Russia
Api/ApiPlus Process
Extended procedure
The electronic ticket
Introduction and characteristics
Status reading and analysis
Viewing and reading a ticket
Ticket control and travel documents
Cutting sequences and tariffs
Marketing procedures
Travel facilities for airline employees
THE BUGGAGE
Hand luggage and checked baggage
The labels
Special baggage and its handling
Procedures for animal management
THE SPECIAL PASSENGERS
Special passengers and related documentation
Disability awareness
Reg.1107/06 and US DOT 382
PRM
CRO
SEMN
INAD
DEPU / DEPA
SAFETY AT WORK
D.lgs. 81/08: Formazione generale sulla sicurezza sul lavoro e a rischio specifico
basso Gestione delle emergenze in ambito aeroportuale
GESTIONE EMERGENZE IN AMBITO AEROPORTUALE
PRINCIPLES OF AVIATION SECURITY
Airport security for handling personnel
HUMAN FACTOR
The human factor in passenger acceptance and embarkation
Analisi di errori reali riconducibili al fattore umano sia in volo che a
terra Conseguenze e azioni correttive
Stress management on days with operational mismatch
CUSTOMER CARE
Definition of customer relationship
The type of clientele of an airline
The relational management of the different types of customers
The management of verbal and non-verbal communication
The management of the conflict in the relationship with the customer
Focus operativo su :
1. Gestione dei disservizi nel Trasporto Aereo
2. reg. 261/04
3. la Carta dei Diritti del Passeggero
LOST & FOUND
Il lavoro dell’ufficio Lost & Found, organizzazione e
compiti Gli enti coinvolti nella gestione del disservizio
bagagli Le procedure internazionali IATA
The RUSH labels
PP La Baggage ID CHART: "How is it used?"
Exercise on Baggage ID Chart encoding / decoding baggage types
Creation of a PIR AHL / OHD and paper DPR and related analysis of the elements
The reimbursement criteria
RICONOSCIMENTO FALSO DOCUMENTALE