the documents describes
key processes at check in with legal requirements and
analysing the potential impact on passengers who experience minor and major congestion situations and
analysing the choices available to inbound and outbound passengers as they journey through the key passenger hand...
M1: Analyse the choices available to inbound and outbound passengers as they journey through the
key passenger handling processes at an airport, including the potential use of new technology and
how these choices can enhance the passenger experience.
Online check-in is when passengers confirm that they are at the airport ready to board their
flight so they are able to print their boarding passes. This is beneficial towards passengers this is
because they can choose their seat in advance and go to the baggage drop. This means that
they do not need to wait in a long queue to check-in because they have already checked-in
online. There are not many negative aspects of online check in however if a passenger is
booking an online flight they will need to know how many bags to check in and their flight,
booking and passport number. This can enhance the passenger experience because it makes
the check-in process quick. This means that passengers would not need to wait in the queue at
the airport. Waiting in a queue to check in your flight can be prolonged however checking in
online is easier and much quicker. This is because you can download your boarding pass from
your mobile phone. A mobile boarding pass is a barcode with your name and flight number,
which you can find on your phone. The positives of a mobile boarding pass is that you can
download it more than once which means that you will not be able to lose it like a paper
boarding pass. However to access your boarding your boarding pass you will need a Wi-Fi
connection and high battery. Not all airports use mobile boarding passes which means you will
need a paper boarding pass. Online check-in enhances the passenger experience because it
allows a passenger to check in at home and they can take their time without being rushed. If
you were to check in at the airport it may take longer and you would wait in a queue with other
passengers. This means that online check in allows you to check in at your own pace and it
allows you to check in at whatever time suits you.
Pre-booking of executive lounges is when you book a room in an airport in an advance this is
for any passenger who wants to stay in one of the airport’s lounges. There are four different
lounges called Plaza Premium, No1 Lounges, Club Aspire and Sky Team. All of the lounges are
different this means they cater for different passenger types and their needs. By pre-booking an
executive airport at the airport you will be able to enjoy the facilities on offer in the airport
lounge. This enhances the passenger experience this is because they will be able to relax before
going on their flight. You are given snacks and drinks which are free of charge however you will
need to have paid in order to have access to the lounges. If you want to visit No1 lounges at
Heathrow airport then you can book online. It is £38 for one adult and £18 for one child aged 2-
11. If you visit a Premium Plaza lounge it would cost you £40 for two hours. Entry for Club
Aspire lounge is £33 per adult. Sky team lounge only allows first and business class passenger’s
access to the lounge by showing their boarding pass. You are also provided with free Wi-Fi and
newspapers to keep you occupied while you are waiting. The positive aspects of pre-booking an
executive lounge is that you don’t need to hassle yourself about finding somewhere to work or
relax while you are visiting the airport. It is also convenient for passengers to pre-book an
, Amina Anwar
Unit 8
executive lounge because they can do it anytime they want and they just need to go online to
book. The negative aspects of pre booking an executive lounge is that you may not be given
access if you do not provide evidence that you have booked. If you want to change your
booking you must contact before your flight so they are aware of this. This is useful for business
passengers this is because they would be travelling for work. However there might be
unexpected changes to their schedule. This means that the passenger will need to change their
lounge booking. This means that they can still take advantage of what the lounge has to offer
but you need to change your booking otherwise the airport will not be aware that you not
visiting the lounge despite pre booking.
Pre booking enhances the passenger’s experience this is because by using pre booking you can
see what the lounge has to offer in terms of facilities and services. For example if you pre book
using No1 Lounges then your will be able to have soft drinks, Wi-Fi and access to shower
facilities. This means that you can take advantage of facilities that other passengers may not
have access to because they are not using the airport lounge.
Fast track screening is when passengers are provided with a fast tracks security pass which
allows passengers to enter a priority lane so they can visit a queue for people who have booked
fast track in advance. You should show your confirmation email and booking pass to ensure that
you have booked fast track screening. There are many positive aspects about fast track
screening. One of the positive aspects about it is that you are able to have more time to relax
because you do not need to wait in the queue for a long time. It is available for frequent flyers
so it means that even if you are not first or business class you can still use fast track screening.
For passengers who are using fast track at the Heathrow Airport “Fast Track departures is
available to first and business class passengers in addition to top tier members of airline
frequent flier programmes.”
A negative aspect of fast track screening is that it is only available for passengers who are
travelling first or business class through Heathrow airport. This means that only passengers who
are first/business class or frequent flyers are able to use fast track screening. However
passengers that are not frequent flyers will not be able to take advantage of fast track
screening. A large minority of people will not be travelling first class because it is cheaper for
them and more affordable this means that a large number of passengers cannot use fast track.
This enhances the passenger experience because it means that the queues for fast track will be
shorter enabling. This would be beneficial towards business passengers this is because they
would not want to waste time waiting in a queue when they can go onto the plane before
others. Business passengers are travelling because of work so they would want to board the
plane. They would want to use their phone or laptop in order to ensure they can do as much
work as possible. This can enhance the passenger experience because you can enter a smaller
queue designed for passengers who have a fast track security pass. Fast track enables you to
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