Official Course Description: MCCCD Approval: 10/28/03 |
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AIR116 20036-99999 |
LEC |
3 Credit(s) |
3 Period(s) |
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Airline Gate Procedures |
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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. Prerequisites: AIR103. |
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Go to Competencies Go to Outline
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MCCCD Official Course Competencies: |
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AIR116 20036-99999 |
Airline Gate Procedures |
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1. |
State the importance of product knowledge from the standpoint of customer service (I) |
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2. |
Demonstrate professional voice image. (II) |
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3. |
Write and perform entries to open a flight. (III) |
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4. |
Using the computer and the 'list' function, produce various displays. (III) |
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5. |
Write and perform entries to close the flight. (III) |
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6. |
Explain the procedure for processing an oversold flight. (IV) |
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7. |
Demonstrate the procedures to process an oversold flight. (IV) |
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8. |
Explain the importance of customer service. (V) |
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9. |
Identify the elements of customer service. (V) |
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10. |
Identify the types of irregular operations. (VI) |
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11. |
Identify alternatives available for passengers because of irregular operations. (VI) |
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12. |
Show the proper method to store a fare. (VII) |
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MCCCD Official
Course Outline: |
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AIR116 20036-99999 |
Airline Gate Procedures |
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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
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