MCCCD Program Description

Airline Gate Procedures

Course: AIR116

First Term: 2003 Fall

Lecture 3 Credit(s) 3 Period(s) 3 Load
Subject Type: Occupational
Load Formula: S

Description: Airline gate service operation information. Opening a flight, assigning and changing seats, processing standbys, and closing a flight emphasized. Processing oversold flights and irregular operations also covered

MCCCD Official Course Competencies
1. State the importance of product knowledge from the standpoint of customer service (I) 2. Demonstrate professional voice image. (II) 3. Write and perform entries to open a flight. (III) 4. Using the computer and the `list` function, produce various displays. (III) 5. Write and perform entries to close the flight. (III) 6. Explain the procedure for processing an oversold flight. (IV) 7. Demonstrate the procedures to process an oversold flight. (IV) 8. Explain the importance of customer service. (V) 9. Identify the elements of customer service. (V) 10. Identify the types of irregular operations. (VI) 11. Identify alternatives available for passengers because of irregular operations. (VI) 12. Show the proper method to store a fare. (VII) 13. Demonstrate the procedures to process an oversold flight. (V) 14. Explain the importance of customer service. (VI) 15. Identify the elements of customer service. (VI) 16. Identify the types of irregular operations. (VII) 17. Identify alternatives available for passengers because of irregular operations. (VII)
MCCCD Official Course Competencies must be coordinated with the content outline so that each major point in the outline serves one or more competencies. MCCCD faculty retains authority in determining the pedagogical approach, methodology, content sequencing, and assessment metrics for student work. Please see individual course syllabi for additional information, including specific course requirements.

MCCCD Official Course Outline
I. Product Knowledge A. Importance B. Route Structure C. Airline Industry Codes II. Professional Voice Image A. Greeting the Customer B. Using Customer`s Name C. Handling Pauses D. Avoiding Jargon E. Appropriate Verbiage F. Closing III. Entry Usage A. Flight Open Entries B. List Function Usage C. Flight Closure Entries IV. Oversold Flights A. Terms B. Compensation C. Involuntary Passenger V. Customer Service A. Importance B. Market Position C. Low Cost D. High Performance Culture VI. Irregular Operations A. Terms B. Types C. FAA Requirements D. Physically Challenged Passengers E. Vouchers F. Alternative Transportation VII. Fare Storage Procedures A. Fare Capture B. Documentation C. Storage Length 2. Add Number Entry 3. Deletion Entry H. Advanced Seat Assignment I. Control Entries IV. Passenger Acceptance Procedures A. Unaccompanied Minors B. Armed Individuals C. Guards With Prisoner(s) D. Physically Challenged Individuals E. Jump Seat Riders F. Non-Revenue Passengers V. Oversold Flights A. Terms B. Compensation C. Involuntary Passenger VI. Customer Service A. Importance B. Market Position C. Low Cost D. High Performance Culture VII. Irregular Operations A. Terms B. Types C. FAA Requirements D. Physically Challenged Passengers E. Vouchers F. Alternative Transportation

MCCCD Governing Board Approval Date: 10/28/2003

All information published is subject to change without notice. Every effort has been made to ensure the accuracy of information presented, but based on the dynamic nature of the curricular process, course and program information is subject to change in order to reflect the most current information available.