This study material has been compiled from a combination of copy-pasted text and an audio lecture transcript provided by the user.

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✈️ Passenger Handling: A Comprehensive Study Guide

📚 Introduction

This study guide provides a detailed overview of passenger handling operations within an airport environment, from the moment a passenger arrives at the airport until they reach their destination. It covers critical processes such as security, customs, immigration, gate procedures, boarding, and the management of special passenger categories. The aim is to explain how these operations are professionally managed and why each stage is crucial for safe and efficient air travel.

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1️⃣ Departing Area Procedures

The initial stages of a passenger's journey involve several critical checks to ensure safety and compliance with national and international regulations.

✅ Security

📚 Definition: Refers to the techniques and methods used in protecting passengers, staff, and aircraft from accidental or malicious harm, crime, and other threats.

• Purpose: Ensures the safety and security of all individuals and assets within the airport and during flight.
• Priority: Always the highest priority in airport operations.

✅ Customs

• General: Typically associated with arrival into a country.
• Departure Checks: In some countries, customs checks occur before a passenger departs.
  • Passengers must see a customs official before leaving the country.
  • Important for declaring specific items or cash.

✅ Immigration (Passport Control)

• Function: Exercises control over individuals arriving in or departing from a country.
• Officer's Role: Checks passenger passports to ensure validity for the intended journey.
• Importance: Vital for national security and preventing illegal crossings.

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2️⃣ Announcements

Announcements are a crucial communication tool in airports, made by airport authority personnel or airline customer service staff.

💡 Key Considerations for Effective Announcements

1. Language Barrier: Many listeners may not fully understand the language.
2. Initial Words Missed: The audience might miss the first few words of a message.
3. Anxiety: Unclear messages can increase passenger anxiety.
4. Airline Specificity: Announcements can be specific to a particular airline.

✅ Rules for Clear Announcements

• Speak Slowly and Deliberately: Ensure clarity.
• Avoid Important Information in First Words: Start with less critical information.
• Keep Message Short: Be concise, pausing between sentences.
• Repeat in National Language: Crucial for international airports.

📢 Purpose of Gate Announcements

• Inform Boarding Routines: Notify passengers about the start of boarding.
• Steer Boarding Process: Guide passengers through the boarding sequence.
• Inform of Irregularities: Communicate reasons and duration of delays or other issues.
• Call Passengers: Request specific passengers for messages or information.
• Cabin Baggage: Ask passengers to check in additional cabin baggage if needed.

📝 Guidelines for Public Announcements

• Professional: Maintain a formal and respectful tone.
• Clear: Easy to understand.
• Concise: To the point, avoiding unnecessary details.
• Factual: Based on accurate information.
• Calm: Maintain a reassuring demeanor, especially during irregularities.

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3️⃣ Gate Procedures & Boarding

Gate procedures are the core of passenger handling, ensuring a smooth transition from the terminal to the aircraft.

🧑‍✈️ Gate Agent Duties

The duties of a gate agent are essential for inspiring confidence among airlines and passengers. These include, but are not limited to:

• Aircraft Meet & Greet: Meet inbound aircraft and guide passengers for safe disembarkation.
• Gate Area Setup: Prepare the gate area for aircraft boarding.
• Information Provision: Provide information to both departing and arriving passengers.
• Departmental Liaison: Coordinate with all departments for on-time and safe departures.
• Boarding Call & Management: Ensure flights are called for boarding and passengers arrive on time.
• Problem Awareness: Be aware of potential issues in the turnaround process (e.g., late crew, delays).
• Paperwork Assembly: Prepare necessary documents like baggage tags, boarding report cards.
• Special Needs Awareness: Identify and cater to special needs passengers (e.g., Unaccompanied Minors (UM), Stretcher Passengers (STCR), Wheelchair Passengers (WCHR)).
• Cabin Item Check: Verify items not permissible in the cabin (e.g., pushchairs, oversized carry-ons).
• Announcements: Make boarding announcements and relay information on delays or gate changes.
• Document Verification: Ensure passengers have correct documentation (boarding pass, passport) and are on the correct flight.

🛂 Passenger Service Responsibilities

Passenger services are responsible for ensuring:

• Clear Information Display: Flight number and boarding time are clearly shown on the Airport Flight Information Display System (FIDS) and at the gate.
• Cabin Crew Coordination: Coordinate with cabin crew on when to start boarding.
• Clear Announcements: Make announcements, including in local languages.
• Special Assistance: Provide necessary help to passengers requiring special attention.
• Boarding Sequence Adherence: Follow the correct boarding order.
• On-Time Performance (OTP): Ensure boarding starts and finishes on time.
• Security & Safety: Implement all security and safety procedures.
• Document Delivery: Produce and deliver all necessary documents on board.
• Apron Transport: Provide passenger transport on the apron if required.
• Timely Door Closure: Ensure the aircraft door is closed on time.

📚 FIDS (Flight Information Display System): A computer system used in airports to display real-time flight information (arrivals, departures).

📋 Boarding Requirements

• Gate Agent's Role: Responsible for communication with other departments (ramp agent, operations, check-in agent, airline representative).
• Ramp Agent's Role:
  • Coordinates all activities around the aircraft, including passenger boarding.
  • Sole Authority: The only one authorized to announce when the aircraft is ready for passengers.
  • Immediate Notification: Must be informed immediately if the airline representative provides different boarding information to gate staff.
• Gate Monitor Display: During boarding, monitors must display:
  • Destination of the flight
  • Airline's logo
  • Departure time
• Ramp Agent Clearance: Signals the immediate start of the boarding process.

📊 Factors Determining Boarding Process

The boarding process is established based on:

• Customer airline procedures.
• Booking figures.
• Aircraft location (passenger boarding bridge or open/free position).
• Location of aircraft doors used for boarding (front or rear).

⏰ Boarding Timing

• Standard: Usually starts 30 minutes before Scheduled Time of Departure (STD), as per the airline's Service Level Agreement (SLA).
• On-Time Flights: If a flight is on time and no boarding information is received from the ramp agent, the gate agent must request it.

📝 Preparations Before Boarding

The gate agent's tasks before boarding include:

• Gate Availability: Check for any changes in gate assignment.
• Dangerous Goods Display: Ensure dangerous goods and prohibited articles stands are displayed.
• Facility Check: Verify proper functioning of boarding facilities (BP/BT printer, document printer, gate reader, computer, FIDS).
• Material Check: Check gate materials (baggage tags, announcements, sizers, Manual Security Boarding Sheet, airline materials).
• Priority Passengers: Identify families with small children or passengers needing assistance.
• Lounge Notification: Inform the lounge when boarding is about to begin.
• Size Measure Availability: Check for cabin baggage size measures as per airline requirements.
• Special Attention/Pre-boarding: Arrange for passengers requiring special attention or pre-boarding.
• Catering Confirmation: Confirm catering numbers match passenger count and special meals are delivered.
• Cabin Baggage Monitoring: Pay attention to the amount of cabin baggage passengers intend to carry.
• Informative Announcements: Make announcements about the boarding process and relevant information.
• Last-Minute Seating: Smoothly handle last-minute seating at the gate.
• Excess Cabin Baggage Collection: Collect cabin baggage that cannot be accommodated due to limited storage.

🚶‍♀️ General Boarding Procedure

The gate agent must take the following actions:

1. Document Check: Passenger must hold boarding passes and identification documents. Identification check is required.
2. Announcements: Use the microphone at the gate departure area with appropriate airline-provided announcements.
   • Example Announcement: "Good afternoon. This is the pre-boarding announcement for Flight 802 to Munich. We are now inviting those passengers with small children and any passenger requiring special assistance to begin boarding at this time. Please have your boarding pass and identification ready. Regular boarding will be in approximately 10 minutes. Thank you for your attention."
3. Open Doors: Unlock and open doors leading to the apron or passenger boarding bridge to commence boarding.
   • ⚠️ Bus Gate Note: If boarding from a bus gate, the gate agent orders the necessary number of buses. The departure gate door must be locked and closed when not in use.
4. Identity Verification: Check passenger's ID document against the ticket and visually match the passenger with the photograph.
5. Manual Boarding Check: For manual or non-automated boarding, ensure flight number and date on the boarding card are correct.
6. Unauthorized Area Prevention: Ensure no passengers enter unauthorized areas like the ramp.
7. Flight Security: Secure the flight by matching checked-in passengers to boarded passengers.
8. System Confirmation: Confirm each passenger's boarding acceptance in the airline system before allowing them to board.
9. Cabin Baggage Policy: Apply cabin baggage policies and account for gate-tagged items (DAA - Delivery at Aircraft).
10. Terminate Boarding: End the boarding process when all checked-in passengers for the flight have boarded.
11. Inform Ramp/Load Control: Notify the ramp agent and/or load control of any gate baggage to be loaded.
12. Boarding Completion Notification: Inform the ramp agent that boarding is complete.
13. PIL Forwarding: Forward the Passenger Information List (PIL) to the crew, and to the ramp agent or bus driver if the aircraft is in a remote position.
14. Door Closure: Lock and close all doors after boarding is completed.
15. Gate Area Departure: Never leave the gate area unless the aircraft has been pulled from its position.

⚠️ Passenger Boarding Discrepancies

Discrepancies must be resolved before the aircraft door closes. If a passenger is missing during boarding:

• System Check: Check the passenger's name in the relevant system.
• Nominative Call: Make an individual call for the passenger (on board, at the gate, and in the terminal).
• On-Board Check: Verify if the passenger is not already on board.
• Authority Check: Check with immigration police or customs if the passenger has specific requirements.
• Through-Checked Status: Check if the passenger was through-checked (and if the arrival flight is on time).
• Pooled Passenger: Check if the passenger is pooled with another person.

🛄 Handling Missing Passenger's Baggage

• No Checked Baggage:
  • Inform check-in supervisor to offload the passenger from the system.
  • Inform the Load Control agent.
  • Inform the ramp agent.
• With Checked Baggage:
  • Retrieve baggage tag numbers from the system.
  • Inform check-in supervisor to offload the passenger and baggage from the system.
  • Always inform load control about changes in final checked-in passenger figures.
  • Clearly provide the 6-digit baggage tag number to the ramp agent.
  • Immediately request the ramp agent to locate, offload, and send the baggage to the Lost and Found office.
  • Forward new documentation (PIL) to the aircraft.
  • Late Appearance: If a passenger appears after boarding ends, assist them to Lost and Found/passport control/sales and provide future action details.
  • No-Show/Offloaded: Ensure the passenger's baggage is identified and offloaded before departure. In special cases (e.g., commander's request), physical identification of all baggage by passengers may be required.
• Post-Boarding: After boarding, the gate agent collects and returns all stock to the locked storage area. The gate coordinator verifies no stationery is left unattended.

🎒 Cabin Baggage Check Procedure at Boarding

• Inspection: Gate agent checks for unacceptable, oversized, overweight, or excess carry-on items using a cabin baggage gauge if available.
• Approval: Check carry-on baggage for size and weight limits and apply approved cabin baggage tags.
• Excess Baggage: If carry-on baggage exceeds free allowance, it must be checked in and charged according to airline requirements.
• Passenger Information: Inform the passenger about the baggage gauge.
• Bus Gate Check: If boarding from a bus gate, a physical check must be performed by the bus driver after passenger disembarkation. Found items are reported to baggage tracing.

📝 Gate Report

The gate agent is responsible for completing a gate report with mandatory fields:

• Date
• Flight No
• Flight Route
• STD (Scheduled Time of Departure)
• Gate Number
• A/C Registration
• A/C Position
• Special Services
• Ramp and Gate Agent's Names
• Boarding (Requested/Started)
• Last Passenger O/B (On Board)
• ARR/DEP of Buses
• Number Of Checked Handbags From Gate

🏁 End of Boarding

• Ramp Agent Notification: The ramp agent must be informed of the boarding sequence, regardless of the aircraft's position.
• Completion Criteria: Boarding is complete when:
  • Total checked-in passengers equal boarded passengers, as stated on the Loadsheet.
  • A cross-check by counting boarding cards (if applicable) is performed.
• Disembarkation Note: If a boarded passenger disembarks, Load Control must be informed by the gate agent to update figures and weights.
• Headcount Match: Ground passenger count must match on-board headcount.
• Supervision: If ramp buses are not used, handling personnel must supervise and escort passengers to the aircraft for safety.

📞 Communication Between Gate and Load Control

• Visual Check (Prior to Boarding): Gate agent visually checks for:
  • Oversized, heavy, and overweight baggage/items.
  • Non-normal items (e.g., instruments not allowed as cabin baggage).
  • Delivery at aircraft items (e.g., baby strollers).
  • Items exceeding free cabin baggage allowance.
  • Items removed by security conditionally acceptable for hold carriage.
  • Items removed after check-in requiring hold loading.
  • 💡 Note: Cabin baggage gauge can be used for oversized/overweight items.
• Communication Method: Can be performed via telephone, according to airline procedures.

✅ Double Check (Summary of Key Checks)

• Documentation: Passengers must hold boarding passes and identification documents.
• Gate Announcement: Use appropriate airline-provided boarding announcements.
• Cabin Baggage: Apply airline cabin baggage policy.
• Ramp Agent: Inform ramp agent of any gate bags to be loaded and when boarding is completed.
• Final Closure: Secure the flight by matching checked-in passengers to boarded passengers; terminate boarding when all are on board.
• Passenger Information List (PIL): Forward PIL to crew, ramp agent, or bus driver if aircraft is in a remote position.
• Gate Doors: Unlock and open doors to apron/boarding bridge. Close all doors after boarding. Unlock doors after aircraft pulls away.

🛅 Passenger-Baggage Reconciliation

• Rule: For international flights with checked baggage, if a passenger fails to arrive at the gate before flight closure, their baggage must be retrieved from the aircraft hold before departure.
• Security: This process significantly enhances aircraft and passenger security.
• ICAO Annex 17, 4.5.3: "Each Contracting State shall ensure that commercial air transport operators do not transport the baggage of persons who are not on board the aircraft unless the baggage is identified as unaccompanied and subject to appropriate screening."

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4️⃣ Communication Protocols

Effective communication is vital for seamless airport operations.

📻 Walkie Talkie Communication

• Clarity: Speak clearly, a little slower than normal, and in a normal tone (do not shout).
• Simplicity: Keep messages simple and understandable for the intended listeners.
• Brevity: Be precise and to the point.
• Security: Do not transmit confidential information unless proper security technology is in place, as frequencies are shared.

⚖️ Load Control

• Responsibility: Airlines are responsible for safe aircraft loading and preparing standardized documentation (Loading Instruction, Load Sheet, NOTOC).
• Center of Gravity (CoG): Must ensure CoG remains within certified aircraft limits, as it affects stability and maneuverability.
• Overloading: Must prevent overloading, which directly impacts performance and can cause serious problems.

📝 Loading Instruction Report (LIR)

Contains:

• Instructions for transit load, off-load, reload, and unload.
• Loading Report Part and space to record deviations.
• Summary of special loads.
• Representation of all loading positions for that specific hold version.

📄 Load Sheet

A document with weight data for a flight, including:

• Weight of aircraft, crew, fuel, passengers, baggage, cargo, and mail.
• Details of load distribution in the aircraft.

⚠️ NOTOC (Notification to Captain)

• A printed or filled-in document given to the pilot-in-command before departure.
• Provides details on special loads, including dangerous goods, on board the aircraft.

📞 Communication Protocol between Check-in and Load Control

• Importance: Critical for accurate load control.
• Flight Supervisor's Role: Responsible for communicating individual or cumulative weight information to Load Control.
• Communication Methods: Via DCS interface, email, telephone, teletype message, Tetra, Fax (according to customer airline).
• Gate Agent's Role: Informs the flight supervisor of local and transfer loads.
• Load Control Information: Must be informed about nature, quantity, actual weight, and for mobility units, dimensions and weight.

🔄 Last Minute Change (LMC)

• Definition: All changes in traffic load after flight closure and Loadsheet issuance.
• Rules: Airline procedures must be followed. General rules:
  • Late passengers may be accepted (with or without baggage) with airline representative/supervisor agreement.
  • Aircraft departure must not be delayed.
  • Load Control agent must be immediately informed of the LMC (number of passengers, with/without baggage).
  • Load Control agent must then inform the ramp agent.

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5️⃣ Arrival at Destination

Upon arrival, passengers undergo several processes before exiting the airport.

• Health Checks: Some countries require vaccination checks for certain diseases.
• Immigration: International arrivals undergo immigration checks (passport and visa verification). Passengers with incorrect documentation may be denied entry and returned to their origin.
• Baggage Claim: Baggage is delivered to the reclaim area in the arrivals terminal.
• Customs: Customs officials collect duty on imported items and prevent illegal imports. Passengers with goods to declare must see an official.
• Arrivals Hall: The general area where passengers exit after completing arrival formalities.
• Lost and Found: Handles missing checked baggage not available upon arrival. Agents trace and deliver lost items.
• Lost Property: Deals with items lost in terminal areas, delivered to the airport's Lost Property Department.

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6️⃣ Special Categories of Passengers

Handling diverse passenger needs requires specific procedures and awareness.

♿ Disability Awareness

• Importance: Agents must be aware of different types of disabilities to offer appropriate assistance.
• Designated Seating: Specific seats are designated for medical and disabled passengers for technical and operational reasons.
• Inclusive Experience: The goal is to ensure everyone can have the flight experience.

📚 Passenger with Reduced Mobility (PRM) / Medical Case

• Definition (PRM): Any person with a permanent or temporary physical, mental, or sensory disability, having limited capacity for normal activities, and requiring special attention or adaptation of services.
• Reservation Process: Passengers advise reservation staff of assistance needs. Special Service Codes (SSR) are entered into the PNR (Passenger Name Record) system.
• PNL (Passenger Name List): Ensures the airport is aware of special needs passengers via SSR codes.

🤝 Assisting PRM and Passengers with Disabilities

• Airline Information: Each airline provides information on services offered.
• Legislation: Laws protect disabled persons and PRMs, ensuring they receive assistance.

♿ PRM Categories (Airline Codes)

• WCHR (Wheelchair – R for Ramp): Can ascend/descend steps and move independently to/from aircraft (across ramp, finger dock, or mobile lounge).
• WCHS (Wheelchair – S for Steps): Cannot ascend/descend steps but can move independently to/from cabin seat. Requires wheelchair for distance to/from aircraft/mobile lounge and must be carried up/down steps.
• WCHC (Wheelchair – C for Cabin Seat): Completely immobile. Requires wheelchair to/from aircraft/mobile lounge and must be carried up/down steps and to/from cabin seat.
• BLND: Blind passenger, may be accompanied by a service animal.
• DEAF: Deaf passenger, may be accompanied by a service animal.
• DPNA: Disabled passengers with intellectual or developmental disabilities needing assistance.
• BLND/DEAF: Can move only with the help of an accompanying person.

🏥 Medical Case (MEDA)

• Medical Information Form (MEDIF): Required for passengers needing medical clearance. Completed by their doctor and sent to the airline's Medical Desk for clearance.
  • Completed by passenger/travel agent and attending physician.
• MEDA: For PRMs due to clinical reasons, with ongoing medical pathology, requiring medical authorization for travel.
• LEGR (Leg in Cast): Passenger with a right leg in a full cast or fused right knee.
• **LEGL (Leg in Cast):
  • Passenger with a left leg in a full cast or fused right knee.
• OXYG (Oxygen): Passengers needing oxygen during the flight (seated or on a stretcher).
• STCR (Stretcher Passenger): Passengers traveling on stretchers. Pre-booked with extra seats and approved fittings. Some airlines may not carry stretcher cases.

🩺 Medical Assistive Devices

• Definition: Any equipment assisting a customer requiring special assistance.
• Examples: Crutches, canes, walkers, braces/prosthetics, wheelchairs, hearing aids, Portable Oxygen Concentrators (POCs), Positive/Continuous Positive Airway Pressure (PAP/CPAP) machines.
• Portable Medical Electronic Devices (PMED): POCs, CPAP, PAP, respirators, ventilator devices may be carried for use on board.
• Free Carriage: PRMs may carry one wheelchair and/or other essential assistive devices free of charge.
• Storage: Special equipment not carried in the cabin should be loaded in baggage holds for easy access at transfer and destination points.
• Identification: Must be properly identified, tagged, travel with the passenger, and be readily available.

🥜 Allergen-Sensitive Passengers

• Common Concerns: Peanuts and animal allergens are major concerns.
• Challenges: The unique environment of an aircraft cabin can present challenges for severely allergic individuals.

🚑 Contributing Causes to Medical Emergencies On Board

• Underlying Conditions: Passengers may board with unadvised medical conditions. Airlines may screen long-haul flights and refuse embarkation if symptoms are evident.
• Undetected Conditions: Passengers at risk may remain undetected until a problem occurs.
• Increased Travel: Increased leisure and long-haul travel by elderly passengers increases the likelihood of in-flight medical emergencies.
• Language Barrier: Cabin crew may struggle to assess medical seriousness due to language barriers.
• Diversion: Captains may choose to divert if a serious outcome is possible.

🤰 Expectant Mothers

• Acceptance: Accepted on the same terms as other passengers, with special attention and assistance as needed.
• Rules: Generally, free travel up to the end of the 34th week of pregnancy (or four weeks prior to delivery) without a doctor's certificate.
• Airline Variation: Rules vary by airline. Exceptions for travel after 34 weeks require approval from the Airline Medical Services Department.
  • Example (THY): Specific policies for pregnancy stages and medical certificates.

👶 Unaccompanied Minor (UMNR)

• Definition: Children aged 5-12 traveling without an adult.
• Agent's Responsibility: Passenger service agents act as legal guardians when a UM is entrusted to their care.
• Young Passenger (YP): Children aged 12-17 may be handled as YP if requested.
• Age Limits: UM/YP age limits vary between airlines.
• UM Wallet: A small bag carried by the UM containing all necessary documents:
  • Copy of Handling Advice form (flight info visible).
  • UM ticket (if applicable).
  • Other travel documents (ID card, passport, vaccination certificate).
• Parents/Guardians Responsibilities:
  • Making UM reservation.
  • Checking UM travel documents.
  • Providing contact details for escorting/picking up persons.
  • Ensuring UM is properly escorted to departure airport.
  • Ensuring UM is picked up by the designated person at destination.
  • Arranging/covering costs for night stops if needed.
• Accompanying Agent's Role: Ensures UM safely navigates the airport:
  • All possessions pass security.
  • Documents are available for inspection.
  • UM is pre-boarded.
  • UM is handed over to cabin crew.
• Check-in Agent/Flight Supervisor: Asks about allergies, informs parents to remain at the airport until flight departure.
• Seating Restrictions: UMs cannot be assigned seats in emergency exit rows or the first row of/behind an exit row.
• Flight Limits: Airlines may restrict the number of UMs per flight.
• Handover: UM must be met by a parent/legal guardian upon arrival. The agent verifies the ID of the person picking up the UM against the UM handling form.
• Supervision: UM is under airline/handling agent supervision from check-in until handover at arrival.

🚪 Emergency Exit Rows

• Allocation: ONLY to able-bodied adults capable of operating or assisting with evacuation.
• Pre-assignment: Not pre-assigned; check-in agents must physically ascertain suitability.
• Prohibited Passengers: Do not allocate to:
  • Children and infants (accompanied or not).
  • Passengers with reduced mobility.
  • Expectant mothers.
  • Elderly and frail passengers.
  • Deportees or prisoners in custody.
  • Passengers with pets in the cabin.
  • Overweight passengers.

👑 Important Passengers

• VVIPs: Very Very Important Persons.
• VIPs: Very Important Persons.
• CIPs: Commercially Important Persons.

🎟️ Non-Revenue Passenger

• Definition: Passengers holding free or reduced-fare tickets (e.g., airline/travel agency employees).
• Check-in Priority: On full flights, placed on standby list based on discount level and employee seniority.
• Dead Head Crew (DHC) / Crew Must Go (CMG): Crew members who must be boarded for service reasons. Cannot be removed from flight. Seats are normally reserved.
• Off-duty Crew: Traveling without reservation; placed last on standby list for full flights. May use jump seat if permitted by Captain.

🚫 Deportee

• Definition: A person legally admitted or illegally entered a country, then formally ordered to be removed by authorities.
• Types:
  • Expulsion: Order to leave by a specified date at own initiative/cost.
  • Deportation: Forced removal by authorities.
• Codes:
  • DEPA: Deportee accompanied.
  • DEPU: Deportee unaccompanied.
• Responsibility: Lies with the State(s) concerned. Accepted only upon authority request and airline approval.
• Handling: Ground Handling/Check-in agents or supervisors follow specific procedures.

❌ INAD (Inadmissible)

• A passenger who is r…