Ground handling in aviation refers to the wide variety of services offered to support an aircraft flight or ground repositioning before and after a flight. It includes both customer service and ramp service responsibilities.

Customer Service Roles

● Ticketing- Although most travelers will arrive at the airport with tickets, most terminals offer on-the-spot purchases.

● Check-in- Electronic check-in kiosks are now common at most major airports. However, customer service personnel will continue to help customers with the check-in process, verify documents, tag and process checked luggage, and ensure that cabin baggage adheres to regulated size, weight, and content.

● Baggage that is too large- There will be provisions, generally at a separate site, for the acceptance of oversized or very heavy luggage goods.

● Sorting of luggage- Bags will be electronically or manually sorted by flight and put on luggage trolleys or loaded into Unit Load Devices (ULDs) in preparation for aircraft loading.

● Management of Lobbying- Passenger service agents will guide and regulate the flow of passengers in an orderly and efficient manner, ensuring that the required number of check-in stations are available, manned, and have the right identifying signs.

● Unusual Operations- In the case of a flight delay or cancellation, Customer Service Agents will be ready to fulfil Irregular Operations needs such as rebooking passengers who have missed connections, offering food and hotel vouchers, or making other transportation arrangements.

● Handling of Special Needs- Customer service representatives will arrange for wheelchairs or other modes of transportation to the departure gate for mobility-impaired passengers, as well as process, safeguard, and supervise any unaccompanied minors (UMC) from check-in to aircraft boarding and from aircraft deplaning to release to a parent or other authorised person.

● Assignment to a gate- Aircraft gates will be designated in collaboration with the airport administration, and gate information will be sent to passengers.

● Management of the Lounge- Where available, business and first-class lounges will be manned and equipped for eligible guests.

● Boarding of an aircraft- Ground agents will make appropriate boarding announcements, perform final passenger screening and document verification, and give the flight crew a final passenger manifest and customs documents. If passengers must be bussed to the aircraft or must walk on the ramp, ground agents will ensure their safety while on the ramp.

● Disembarkation from an aircraft- Ground employees will handle incoming customs paperwork, accept arriving passengers at the aircraft, and arrange their transfer to the terminal building, if needed, dealing with complications stemming from inbound flight delays or cancellations.

● Baggage Handling- Ground agents will help you if your luggage is lost, misplaced, or damaged.

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Flight Operation

Meet & Greet

Lounge

Passenger Handling

Ramp service