2.1 THE AIRSIDE 2.1.1 Physical Components of the Airside 2.1.1.

1 The Mo ement Area The movement area is the part of an aerodrome used for the take off, landing and taxiing of aircraft. It consists of the manoeuvring area and the apron(s). 2.1.1.1.1 Mane! erin" Area R!n#ays $rientation of R!n#ays %!m&erin" of R!n#ays For the purpose of identification, runways are numbered, using a two digit number, from !" to #$. This number represents the magnetic orientation of the runway, rounded to the nearest "! degrees. The last digit of the number is then dropped. For example, let%s take a runway with a magnetic orientation of !&# degrees. First, we round the number up to !&!, and then we drop the end 'ero. (e would call this runway )!&*+ one with a magnetic orientation of ,#- degrees would be numbered ,.. The opposite direction has an orientation that differs by "/! degrees. Therefore, in the two above examples, these runways would be identified as !& ,# and !$ ,. respectively (the lower number is always mentioned first) %!m&er of R!n#ays' 0any airports have more than one runway, sometimes up to five. 0ultiple runways can converge, intersect or parallel. Figure ,."."."." shows an airport with two converging runways. (en"th of r!n#ays' The length of a runway must be sufficient to accommodate the

operational re1uirements of the critical aircraft. 2eavy aircraft re1uire a longer runway to take off and land thean light ones. 2igh air temperature and aerodrome elevation will also negatively affect the performance of aircraft. There is no lower and upper limit for runway length. It ranges from a few hundred meters to .!!! m or more.

)idth of R!n#ays' The width of a runway is a function of its length. It ranges from "/ meters to $! meters. 3trength of 4unways5 4unways must be of sufficient strength to accommodale the weight of the critical aircraft. Ta*i#ays 6 taxiway is a defined path on a land aerodrome established for the taxing of aircraft and intended to provide a link between one part of the aerodrome and another. Taxiways usually connect aprons and runways. 2.1.1.2.1 +is!al aids for %a i"ation )ind direction Indication' This is a very prominent feature on all aerodromes (figure ,.".".,."a). It is a white and orange truncated cone, made of fabric, located near the runway threshold and mounted on a high post. Its purpose is to provide pilots with a visual indication of the direction and speed of the wind. (andin" direction Indicator' It is a T shaped, hori'ontally mounted indictor. It can be rotated and set in the direction of the runway in use. Apron Safety (ines' For safety reasons, it is important to separate ground support e1uipment from the path of an incoming aeroplane. This is achieved using red lines delineating the area where e1uipment can safely be parked while the aeroplane is moving. 4ed hatched lines sometimes supplement them (fig,.".".,."c). 2.1., $perational Proced!res of Airside 2.1.,.1. Safety 3afety means the absence of accidents through prevention. 6ccidents can cause5 (a) In7uries or death of people. (b) 8amage to property. 6ccidents are very costly in terms of loss of life or assets, and social costs (disability compensation, insurance payments, loss of productivity, replacement of people and e1uipment)

For an organi'ation, an accident causes a substantial drain on resources generated by staff time spent for investigations and en1uires, legal proceedings, and eventually legal suits. In this section, we will deal with both aspects of safety5 aeronautical and human. 3afety is one of the most important concerns of airport management and employees. (e will now examine its different aspects and the procedures necessary to facilitate its achievement. Threats to Aerona!tical Safety ' 6ir transport is one of the safest modes of transportation. This is due in large part to the very stringent standards imposed by aircraft, aerodromes, and aircrew certifying agencies. Ris-s to H!man Health and Safety' (orking on an aerodrome presents some inherent risks. The most common ones are5 (a) exposure to 7et blast, 7et engine suction and turning propellers. (b) 9xposure to high nose levels. (c) 9xposure to exhaust fumes from aircraft and vehicle engines. (d) 4isk of being hit by aircraft, vehicles and ground support e1uipment. (e) (ork in inclement weather conditions. (f) 9xposure to lightning strikes. (g) 0oving around on slippery surfaces. (h) 4isk of falling from elevated devices. (i) (orking around chemicals and other ha'ardous products (fuel, aircraft lavatory waste, deicing fluids). (7) (ork in confined spaces (sewer manholes, tanks) (k) (ork around high voltage e1uipment. (l) (ork under pressure to meet stringent turnaround times for aircraft or to return a critical facility to operational status. Proced!re to Red!ce the Ris- to Accidents to People' The following measures will, if implemented and enforced, yield immediate results in reducing the risk of accidents to people. (a) :e visible 5 wear approved safety vests everywhere on airside. (b) ;rotect your hearing5 wear ear plugs or other approved gear. (c) ;rotect your head 5 wear a hard hat while working in construction areas.

(d) ;rotect yourself against falls5 use proper safeguards or a safety harness. (e) :e aware of your surroundings 5 watch for aircraft, vehicles and <39. (f) (ear protective gear when working with ha'ardous materials. (g) (ear safety shoes. (h) 8o not work alone in a confined space. (i) =se applicable safety procedures when working with electrical e1uipment. (7) (ear clothes adapted to weather conditions. (k) Install a lightning warning device, especially for work around refueling activities. (l) Train employees in safety procedures, promote safety, recongnise safe records and take disciplinary action when re1uired. .orei"n $&/ect Dama"e0.$D1 This term designates damage caused to aircraft engines and airframe by Foreign >b7ect 8ebris. 8amage can also extend to buildings, e1uipment and cause in7ury or death to personnel working around aircraft. F>8 damage is caused by ob7ects that do not belong to the aerodrome and that can be5 (a) Ingested by 7et engines (b) :lown away by 7et blast or propeller wash and thrown onto other aircraft, e1uipment, buildings, or people. The highest risk area is the apron because it is where the highest level of activity occurs. 2owever, F>8 can also be found on runways and taxiways. )hat can &e Done A&o!t it2 F>8 can be reduced in two ways5 (a) avoideance (b) removal 6voidance is the most effective method. For example, employees who work around aircraft should ensure that they do not leave loose ob7ects lying around. 4emoval will avoid damage. %oise Mana"ement 6irports generate no noise, aircraft do. 2owever aircraft noise is probably the most significant operational challenge facing airport management. It is a worldwide problem dating back to the advent of the commercial 7et.

2.1.,13 Apron Mana"ement 6pron management consists of the following activities5 (a) ?ontrol of aircraft and vehicles operating on the apron (b) 6llocation of aircraft :6@ (c) 0onitoring safety of operations. Control of Aircraft and +ehicles' (hen the density of aircraft and vehicular traffic, and the complexity of the apron layout warranty apron control should be provided to maintain an ade1uate level of safety. The ob7ectives of this service are to5 (a) ;revent conllissions between aircraft and between aircraft and vehicles. (b) 4egulate the circulation of aircraft on the apron and the entry into and exit from the apron of aircraft, by coordinating with 6T3. (c) 9nsure the safe and expeditious movement of vehicles. (d) 0onitor the safety of operations on the apron, especially on stands. 6pron ?ontrol may be provided by one of the following agencies5 (a) 6T3 through an agreement with the airport operator. (b) The airport operator (c) 6 third party on behalf of the airport operator. The main tool used to provide 6pron ?ontrol service is radiotelephony. Allocation of Aircraft &ay ' This activity consists in planning the allocation of incoming aircraft to specific stands, using predetermined rules and procedures, and in resolving operational conflicts caused by5 (a) 9arly arrivals. (b) Aate departures. (c) ?hanges in type of aircraft. (d) ?losure of stands due to maintenance, construction, fuel or oil spills, and other operational irregularities. (e) =nexpected arrivals caused by diversions from other airports. This service can be provided by one of the following agencies5 (a) the airport operator. (b) 6n airline, if it owns or operates its own terminal, or uses dedicated stands.

4asic Stand Assi"nment R!les' Three categories of assignment rules exist5 (a) 8edicated assignment5 specific stands are reserved for specification operators. This system benefits airlines because they will always operate from the same general area. 2owever, from an airport operator%s perspective, it provides limited assignment flexibility5 a flight may have to wait for a stand while there is a free but inaccessible stand. (b) ?ommon assignment5 any flight can be assigned to any stand, within the constraints of aircraftBstand compatibility and access to <overnment control facilities for international arrivals. 2owever, it provides maximum flexibility for the agency responsible for stand assignment. For a given peak demand, it re1uires the smaller number of stands. (c) ;referential assignment5 this is a modified common use method. 6irlines with high volumes of traffic are given priority over the stands they use most often. It provides good flexibility of assignment while providing the ma7or airlines with some operational benefits. (hen it comes to the assignment of stands, it is important to establish clear and well understood rules. The idea is to provide e1uitable access to stands within operational constraints. Differences 4ased on the Point of $ri"in or Destination %ational Passen"ers' ;assengers whose points of departure and arrival are situated in the same state. This type of passenger re1uires the least amount of facilities and services. International Passen"ers' ;assengers whose points of departure and arrival are situated in different states. Carious government control facilities and services are re1uired for this type of passenger and their luggage, both on departure and upon arrival. $ri"inatin" Passen"ers ' ;assengers whose trip starts at a given airport. Terminatin" Passen"ers ' ;assengers whose trip ends at a given airport. In Transit ;assengers5 ;assengers who arrive at an airport, leave the aircraft during a short stop, and resume their trip aboard the same aircraft. This type of passenger must remain on the airside during their stop. 3ome terminals provide a dedicated lounge for in transit passengers.

Transfer 0or Connectin"1 Passen"ers' ;assengers who arrive at an airport aboard one aircraft and continue their trip aboard a different aircraft, operated by the same airline or another airline. The transfer may be made between5 (a) Dational flights5 passengers simply walk to the departure gate of the next flight. Their luggage is transferred from aircraft to aircraft. (b) Dational to international flights5 passengers must go through the total departure process, as if they originated from this airport. Their luggage is transferred from aircraft to aircraft. (c) International to national flights5 passengers and their luggage must go through the total international arrival process before proceeding to the total national departure process. (d) International to international5 passengers must remain on the airside and simply walk to the gate of the next flight. 3ome terminals provide a dedicated lounge for the transfer of international passengers. Their luggage is transferred from aircraft to aircraft.

,.,.# ;rocessing of ;assengers, Auggage, and freight Type of ;assenger Travels Fre1uently Familiar with airport ;rone to using automated 3ystems 6rrives 7ust in time 3pends little time in ter minal 3pends little money in concessions 2as little or no luggage no well wisherBgreeter Do need for elaborate signage or information services. 0ay re1uire less processing Aess demanding on luggage systems Aess re1uirement space+ for more ?haracteristics Impact on Facilities

concession

basic concessions. Aower revenue to terminal operator Aess space re1uired overall

Travel infre1uently

Takes up more processing time and resources. 4e1uires more signage and assistance

2as much luggage

Dot familiar with airport Is often accompanied by Friends or relatives 6rrives very early 3pends several hours in terminal 0ore prone to spend time and money in concessions

Imposes heavy demand on luggage systems 4e1uires wider range of concessions <enerates more revenues 4e1uires more floor space.

Deeds more assistance

:oarding

Au gg age roo m

6ir sid e

2old room

?oncessions Aa nds ide

3ecurity

?oncessions

?heck in

3urface transportation
DEPART5RES

ARRI+A(S

8eplaning Au gg age roo m

Immigration

6ir sid e

:aggage 4eclaim

?ustoms

Aa nds ide

?oncessions

?urb

3urface Transportation

2.2.,.1 Departin" Passen"ers Step 16Access to the Terminal ' upon leaving the surface vehicle that brought him or her to the terminal, the passenger will step on the curb. From this point, he will have his luggage with him. ;orter service or the availability of trolleys will help him in this respect. From the curb, one or several doors provide access to the terminal, more specifically to the check in concourse it is the area where passengers register with the airline with which they made a reservation (Figure ,.,.#.".a). it consists of5 (a) 6 concourse located ad7acent to the building faEade. (b) 6 row of counters, placed parallel or perpendicular to the building faEade. (c) 6 conveyance system for luggage, located at the rear of the counters.

?onveyor belt to outbound luggage room

?ounter

?ounter

?ounter

?ounter

?ounter

?ounter

. .

.
Fueuing area

. . . .

. 777... . . . . . .

. ........ . 777...

. . 7.. .
Circ!lation

. . 7..

. . 7.

Step 26chec- in' =pon entering the terminal, the passenger needs to 1uickly locate the check in area of the airline he is flying with. 2e should have direct view of the appropriate airline name and logo, if necessary complemented by directional signage (Figure ,.,.#.".b) The next step is to locate the right counter. ?hoices may include different flights, and different classes of passengers such as business, economy, first class, fre1uent flyers, groups, etc. >nce the passenger reaches the check in counter, he presents his ticket to the airline attendant (along with his passport if flying to a foreign destination). 2is ticket will checked for validity and his luggage handed out to the attendant. Dext, the passenger will be given a boarding pas, indicating the seat assigned to him as well as the boarding gate and time. >nce these formalities are complete, the passenger is no longer encumbered by luggage and he has the choice depending on the available time and his personal needs, to proceed all the way to the gate hold room (the last point before boarding), wait in a general seating area, or take advantage of the various commercial services available. Dew technology also allowed the development and implementation of common use self service counters. They consist of small computers installed at various convenient locations in the terminal. ;assengers who have a reservation can obtain their airline ticket and boarding pass without having to wait in line. For learning purposes, we will assume that he will use all available facilities and servies. In this case, his next stop will be at one or several of the commercial outlets. Step ,6Commercial .acilities6(andside' They consist of a number of facilities providing services to passengers, visitors and employees. They fall in two categories5

(a) ?ommercial services (b) Don commercial services Commercial Ser ices' The most common services are5 (a) 4estaurants, bars, and cafeteria (b) 8uty free shops (c) Foreign exchange. (d) :usiness centres, including internet and wireless access (e) 2otels (co located with terminals) (f) 3pecialty shops (clothing, shoes, gifts, books, etc) (g) Dewspaper stands. (h) Travel insurance counters. (i) :anking services. (7) :arber shops, beauty parlours. (k) 6musement machines. (l) Television watching areas. (m)6dvertising displays. (n) ;ay telephone booths. (o) ;ost office. %on6commercial Ser ices' (a) ;orters (b) Auggage trolleys (c) Flight information displays (d) ;ublic address (e) Aost luggage (f) Information desks (g) 3eating areas (h) Toilets (i) Durseries (7) 3howers

Step 8 Sec!rity Screenin"' the security screening point is the area where all departing passengers and their carry on luggage are checked for compliance with aviation security re1uirements. It is also the boundary between landside and airside. The actual processing will consist of checking the person using ametal detector, while his luggage is visually checked with an x ray machine, and verified for traces of explosives with a special detector. Finally, the screening agent may decide to conduct a manual search of the luggage. Step 96:o ernemtnt controls6International Passen"ers' 0any countries re1uire that outbound international passengers go through an inspection of their travel documents before leaving their territory. In this case, counters are provided in an appropriate location. Step ;6Common .acilities6Airside' it is customary to find commercial facilities beyond the security screening point. For peace of mind reasons, passengers prefer to go through all processing points and reach an area close to their boarding gate. 6t that time, they willfell comfortable to spend some time in a concession, without the stress of missing their flight if there are long waits at the various control points. The providers of commercial services often duplicate the types and brands found on landside. In addition to fixed outlets some concessionaires provide mobile trolleys that are positioned near busy areas and 1uickly wheeled to another area, according to demand. The next step is for the passenger to go to the gate hold room and wait. Step <6Hold Room ' 6t this point, the passenger will have reached the point where the airline assembles all the passengers all the passengers for a particular flight and from which he will gain access to the aircraft. The hold room is located immediately ad7acent to the exit door. 3ince the wait may be significant, this area provides seating. Step = >Pre64oardin" Chec- ' >nce the flight is ready to board, the gate attendant will make an announcement to that effect. It is customary to board a flight by row number, starting from the rear seats to reduce congestion in the cabin.

This is the final step in the processing of departing passengers. 6irline attendants will verify each boarding pass as passengers go by them. This check can be done manually or through a scanner. They may also verify the identity of boarding passengers. Step ?64oardin" ' From that point, the passenger will exit the terminal and access the aircraft through a number of possible options5 (a) 6 passenger bridge. This is the preferred option as it protects people from the weather elements, it ensures security as passengers cannot mix with other types of passengers, and it provides safety as passengers cannot wander on the apron where the risk of accidents exists (figure ,.,.#.".c). (b) 6 transfer vehicle (bus or transporter), either parked on the apron ad7acent to the exit door, or mated directly on the door (the latter providing the same degree of comfort, security and safety as a passenger bridge). (c) (alk from the exit door to the aircraft. This option does not provide protection from the elements and it exposes passengers to risks. 4isk is reduced by the provision of pavement markings to guide passengers to the aircraft stand. 6irlines should guide and monitor passengers for safety and security reasons. This option is often used at small terminals where propeller driven aircraft operate. 2.2.,.2 Arri in" Passen"ers Step 16Deplanin"' the options described in the )boarding* step also apply. 2owever, depending on the origin of the flight (national or integrations), the aircraft will be assigned a stand that provides access to either the national or international arrivals area. Step 26:o ernment Controls >Immi"ration > International Passen"ers' ;assengers arriving from a foreign country must go through a number of government controls (Immigration, customs, health, and agriculture). These controls may re1uire a substantial amount o time. Therefore, this area must be large enough to accommodate several incoming flights simultaneously. Immigration is the first type of control. Its ob7ective is to control the entry of people into the country. It consists in checking the passenger%s passport. If there is a doubt about the admissibility of the passenger, he well be escorted to the immigration office for further interviews.

If the passenger is really admitted, he will proceed to the luggage reclaim area, normally located near the immigration area. Step , >(!""a"e Reclaim Area ' This area consists of a concourse, designed to accommodate the number of passengers expected at peak time. ;assengers assemble along the luggage reclaim device(s) provided. Carious systems exist, ranging from a simple straight conveyor belt, to sophisticated revolving flat conveyor belt, to sophisticated revolving flat conveyors or inclined carousels (figure ,.,.#.,). This is where arriving passengers are re united with their checked luggage, ideally, luggage is delivered concurrently with the arrival of passengers in the area. 2owever, operational constraints might make this impossible to achieve because of aircraft parked in a remote location, heavy loads or mechanical breakdowns. Step 86:o ernment controls >c!stomers6International Passen"ers' customs control the entry of goods into the country. Auggage may be opened and searched. ;rohibited goods will be confiscated and admissible goods in excess of the allowed 1uantity will be sub7ect to the payment of a customs duty. From this point, the passenger will exit the government control area and cross into the landside and the arrivals concourse. Step 96Commercial .acilities6(andside' 6rriving passengers do not spend unnecessary time in the terminal+ they want to leave the airport as 1uickly as possible. 6ccordingly, few commercial facilities are re1uired in this area. There are however, some minimum re1uirements5 (a) ?ar rental counters, where arriving passengers will obtain a vehicle. It may be parked either in an area ad7acent to the terminal, or in a remote location served by a courtesy shuttle service. This aspect will be covered in more details in Aesson # Aandside. (b) Foreign exchange, where international passengers can buy local currency. (c) Telephone booths, useful to make a business call, or notify friends or family of one%s arrival. (d) ?offee shops and other limited services.

Step ;6Access to the C!r& and s!rface Transportation' The passenger exits the terminal and reaches the curb and surface transportation.

(!""a"e Processin"6Depart!re Process In air transportation, luggage is not permitted to travel with the passenger (except for small carry on luggage, that can fit in overhead bins in the cabin or under the seat). Instead, passengers and luggage are separated from check in to reclaim. 6lthough luggage does not follow the same path as passengers. It is sub7ect to a comparable process that includes processing, circulation, and holding. @ou are now going to learn about the path that luggage follows after it is handed out to the airline attendant upon check in. 4efer to Figure " which shows the path followed by passengers and luggage. Step 16chec- in ' when the passenger check in, he hands out his luggage to the airline attendant. (ho accepts it, weights it (airlines impose a weight limit of checked luggage), and tags it for identification and processing. For security reasons, the attendant will ask the passenger a number of 1uestions relative to the contents of his luggage. @ou will learn more about this sub7ect in 0odule # 3ecurity. Step 26Transfer to the $!t&o!nd (!""a"e room ' the attendant deposits the luggage on a conveyor belt located immediately behind the row of counters. This belt will transport luggage to the outbound luggage room, generally located on the ground floor of the terminal, near the apron, sometimes at a considerable distance from the check in concourse. 6irlines, ground handlers, or the terminal operator may operate the outbound luggage room, depending on local arrangements.

Step ,6Sec!rity Screenin" ' In addition to the 1uestions asked at the time of check in, outbound luggage is automatically checked for contents upon arrival in the outbound luggage room. @ou will learn about this process and supporting technology in 0odule # 3ecurity. Step 86Sortatin' The outboard luggage room area is used to assemble and sort luggage by flight. The actual sortation system may range from manual, in a small terminal that processes one flight at a time, to large and complex automated systems that sort luggage by reading an electronic tag attached to each piece of luggage (Figure ,.,.#.&) Auggage can be arranged in loose form or in special containers that fit in the aircraft hold. The latter speed up the loading and unloading of aircraft. Step 96Holdin" ' 6fter sortation, the luggage load for each flight is grouped in one area, 7ust like passengers in a gate hold room. Step ;6(oadin"' >nce the aircraft is ready to be loaded, the luggage load is carried to the aircraft on a train of trolleys towed by a tractor and loaded, using a mobile conveyor belt for loose luggage or an elevating device for containers. This function may be performed by various agencies, as for the outbound luggage room. Step 16Aircraft 5nloadin"' =pon arrival of the aircraft, luggage is unloaded using the same method as for departures. Step 26Access to Terminal' Auggage is then transported to a different side of the terminal, called the inbound luggage room, and located in the arrivals area. The same transportation e1uipment is used as for departures. Step ,6Drop $ff' >nce inside the luggage room, attendants unload the luggage trolleys on a conveyor belt that feeds the luggage reclaim devices located in the luggage reclaim area. (hen there are several devices, a different conveyor feeds each one of them. 6n international airports, where national and international luggage must remain segregated, two separate inbound luggage rooms may be provided.

6t international airports, where national and international luggage must remain segregated, two separate inbound luggage rooms may be provided. Step 86Reclaim' >nce placed on the luggage reclaim device, the passenger and his luggage will be re united. Freight consists of any goods carried by air, including mail but exluding checked and carry on luggage. It includes a wide array of goods such as5 (a) 6ir mail (the highest priority) (b) =rgently needed items (replacement parts) (c) ;erishable products (fresh flowers, fish and meat) (d) Aive stock (e) Items of limited useful life (newspapers) (f) 9mergency items (serums and blood) (g) 2igh value goods (gemstones and gold) (h) 6ny item for which the air mode is the most efficient one, although speed may not be vital) Depart!re Step 16Access to the Terminal ' 5pon reaching the terminal, goods are unloaded on a dock and moved inside the building. Step 26Recei in" Area ' Freight is brought to a receiving area where it is counted, identified, weighed, measured and labeled. Step ,6Sec!rity Screenin"' Freight is not always screened. It depends on national regulations. 2owever, if re1uired, this is where it is conducted. Step 86Assem&ly and Holdin"' 3mall shipments are consolidated into aircrafts loads, and sorted by flight. Step 96Dispatch to Aircraft ' Aoads are dispatched either to a freighter aircraft positioned on a nearby stand or transported by truck to a passenger aircraft.

Arri al Step 16Access to Terminal' Freight is brought from the aircraft to the terminal using the same process as for departure. Step 26Sortation and Chec-6in' Freight is sorted into separate packages and checked. Step ,6C!stoms Clearance ' International freight goes through ?ustoms inspection and clearnance. Step 86Holdin" ' >nce cleared, it is brought to a holding area where it awaits pick up. 3tep & 8elivery5 Finally freight is brought to the landside dock for dispatch to the consignee through surface transportation. Different Types of Terminal The shape and design of terminals is influenced by the volume and nature of the traffic they serve. 3ome of the key considerations are the number of airlines established at the airport, the split between national and international traffic, the percentage of transfer passengers, the available land space and the type of surface access modes. Two main categories of terminals exist5 (a) ?entralised, where all the elements of passengers and luggage processing are located in one building. (b) 8ecentrali'ed, where the elements of passenger and luggage processing are provided in small units and repeated in one or more buildings. Type of Concept Centralised Ad anta"e 6ll airline personnel work in the same area, thus reducing labour costs. Facilitates control of passengers for connections and Disad anta"e Cehicular congestion on curb. ;assenger congestion in check in concourse. Aong walking

security 3implifies vehicular and passenger information. ?entralises passenger services and facilities.

distances terminals.

in

large

Aimited expansion capability.

Physical Components of (andside The landside is that part of an airport that is normally accessible by the public. It is bound by the airside and the terminal and by the airport property boundary (Figure ,.#.".) S!&systems' the landside consists of three physical subsystems. (a) 6ccess to the airport (link) (b) ;arking for all modes (node) (c) 4evenues for the airport operator. Functions5 The landside provides three functions5 (a) 6ccess to the airport (link) (b) ;arking for all modes (node) (c) 4evenues for the airport operator. (e will discuss these three subsystems and their functions in the order they appear in the above paragraphs. ,.1.1. Introd!ction to Ci il a iation Sec!rity I?6> defines civil aviation security as a combination of measures and human and material resources, intended to safeguard civil aviation against acts of unlawful inference. 6s described in 6nnex "G 3tandard ,.".#, the ob7ective of civil aviation security is to safeguard passengers, crews, ground personal, the general public, aircraft, airports and navigation facilities against acts of unlawful interference. 3tates must establish measures (including resources, organi'ations, plans and procedures) which together will provide a standardi'ed level of security for all flights, in conditions of regular operations and which are capable of rapid extension to cope with an increase of security threat, or an actual act of unlawful interference. 4RIE. HIST$R@

6t the time I?6> was created, threats to civil aviation were practically unheard of ?onse1uently, the ?hicago ?onse1uently, the ?hicago ?onvention (the instrument that founded I?6>) does not address this issue. 8uring the "-$!s, however, civil aviation started to be the focus of unlawful acts, usually in the form of aircraft hi7acking. 6s a result, I?6> initiated a series of measures addressing the prevention and repression of such acts.

A iation as Tar"et The first acts of unlawful interference with civil aviation were mostly in flight hi7acks carried out by politically motivated or mentally deranged individuals. 2owever, over time, these acts became more fre1uent and diverse, aircraft and terminal bombings, aircraft attacks with ground based weapons, use of aircraft as weapons of destruction, and attacks on passengers. 9xperience demonstrates that aircraft in flight constitute the main target of lawful acts against civil aviation+ they cam be used as a very powerful bargaining tool to obtain something (often a politically H motivated want). ?onse1uently, the control of access to aircraft on the ground is of primary importance. (e"al Instr!ments6Con entions and Protocol In response to the rising level of threat against civil aviation, I?6> developed several legal instruments addressing the prevention and repression of unlawful acts. (a) The Tokyo convention ("-$#), dealing with offences committed on board aircraft. (b) The 2ague ?onvention ("-G!), dealing with the suppression of unlawful sei'ure of aircraft. (c) The 0ontreal ?onvention ("-G"), dealing with the suppression of unlawful acts against civil aviation. (d) The 0ontreal ;rotocol ("-//), an addendum expanding on the 0ontreal ?onvention and dealing with the suppression of unlawful acts of violence at international airports. (e) The ?onvention on the 0arketing of ;lastic 9xplosive for the ;urpose of 8etection (0ontreal, "--") To effectively prevent and respond to acts of unlawful interference. 3tates must ratify these ?onventions and ;rotocol and create a national regulatory framework to allow their enforcement within their territory.

Technical Doc!ments6Anne*es and other Doc!ments Further to the above legal instruments, I?6> developed two technical documents that provide 3tates with 364;s and guidance5 (a) 6nex"G, 3ecurity 3afeguarding International ?ivil 6viation 6gainst 6cts of =nlawful Interference. This document provides technical specifications in the form of 364;s. (b) 3ecurity 0anual 6gainst 6cts of =nlawful interference document /-G#BG. This document provides 3tates with guidance for the development and implementation of a Dational and an 6irport ?ivil 6viation 3ecurity ;rogramme. 6s signatories to the ?hicago ?onvention, 3tates must comply with the provisions contained in all 6nnexes to this convention. 6nnex "G is one of them.

Telephone ?ourtesy I Techni1ues 3ID<6;>49 T9A9?>0 (T9A9?9DT49) Introduction The user of a telephone within a company has as great a need the switchboard operator J he or she is 7ust as much )The Coice of the ?ompany*. (hat is a ?=3T>094K 6 customer is the most important person in your office H he should never be an interruption of your work H he is in most cases, the purpose of your work. @ou are not doing him a favour by serving him because, he is doing @>=4 ?>0;6D@ opportunity to do so. 6 customer is not to be treated as if he were an Loutsider% to your business H he should be treated with courtesy because Lhe is a part of it%. 6 customer is not a mere digit. 6 customer has feelings and emotions 7ust like your own. 6 customer is not someone to argue with. 3ure, there are customers with biases and pre7udices. 6 customer is a person who brings you his needs and it is your 7ob to do your best and handle these calls profitably for him and also for your company. First Impressions 2ow very true5 )First impressions are lasting impressionsM* J. 6nd on the phone, it is very important to create that first good impression, for, who knows, it may very well be your first and last opportunity to do so. 6nd, talking about Limpressions%, if you were to call up J.. let%s say JJ.. five different organi'ations on the phone, how many would Limpress% youK favour by giving you the

2ow many were practicing good telephone mannersK 2ow many Lirritated% youK Aittle things like, how long the telephone operator took to answer your call, the manner in which she answered your 1ueries, the tone of her voice when she informed you that the production manger was not in, the brus1ue manner in which the call was transferred to the secretary, the unhelpfulness of the secretary who seemed rather peeved at being asked 1uestions about the production manager%s whereabouts, and the way she eventually took a message and ended the call. 6nd, if there had been others in that particular organi'ation who were sloppy in their telephone communications, then, wouldn%t all this cause you to sort of, re classify the standard of service and courtesy shown so far, and comment unfavorably about the organi'ationK (ell then, that%s one case of a )bad impression* gathered, and what if tit remained a lasting bad impressionK ?ustomers and callers get annoyed, offended, are misunderstood, become unco operative J mostly because of the way then were treated over the phone. Fortunately, there are many who feel very pleased with the service given. They become co operative. 3ome even become complimentary JJJJJ. 6nd all this because, they were treated with courtesy. The )difference* between a satisfied customerBcaller and a dissatisfied one is so often the difference between a well handled telephone call and a badly handled telephone call. ;roper Telephone =sage JJ. 6re you using the phone correctlyK In out modern world we take the telephone for granted J. (e have telephones 9C94@(2949, and yes, the telephone provides a vital service to each of us in our daily activities. :ut, the telephone, by itself, is 7ust another )Aifeless* ob7ect. It takes @>= to in7ect )life* and )personality* into the telephone. (ithout @>=, the telephone has no communication power.

The way you use it, you can either with customers for your organi'ation or, chase them away. 0any customers have taken their businesses elsewhere H 7ust because they were poorly handled over the telephone. These unhappy customers took their businesses somewhere else H even though they were initially impressed with the company H via their advertising, which was the very thing that made them contact the company in the first place. 6nd, in spite of all the effort the company took to enhance its service image by boosting its service 1uality, its products, its caring customer service (before and after sales) JJ. The company was losing customers and sales. 2ow comeK (ell, after some checking, it was discovered that someone in the company was driving most of their customers away. 6nd hosK J. 6hhhhM.... with poor telephone habits. @ou see, it is so very easy to develop bad telephone habits. :ut do not despairM It%s time to do something about it. Aearn more about ;4>;94 T9A9;2>D9 =36<9. 4efresh you memory on some techni1ues you are presently using J. 6re they in need of some Lbrushing up%K @our Telephone Coice 3peak 1uietly, clearly and directly into the mouthpiece (the transmitter) Neep a smile in your voice H the impression callers get from talking to you, forms a picture of your company in their minds. This is especially important to remember when the phone rings 7ust at that particular time of one of your inconvenient moments. @ou may be in the middle of a 7ob that you are trying to complete 1uickly, and if you had to answer the phone at this particular time, you may very well be annoyed J but remember, the caller has no idea that you were called away from your special work to answer the call J. 3o, that%s the precise moment when you must watch your attitude when you reach out to answer the phone call. It is, unfortunately, very easy to 3>=D8 annoyed, indifferent, bored or rude, without the slightest intention of being rude, bored, annoyed or indifferent.

>n the telephone, since your only means of creating those right impressions are through your voice and manner H then, becoming aware of your voice 1uality, is taking a step in the right direction. ?heck your voice 1uality. Is it ;>>4, 6C946<9 or 9O?9AA9DTK There is an irrestiable charm in a pleasant and courteous voice. It has an added attraction over the phone and, hearing it, often creates good will and understanding with telephone callers J. 3o, always try to sound F4I9D8A@ and 29A;F=A. 2ow%s your conversationK :e brief but pleasant. Do business conversation should be prolonged unnecessarily. :e brief but not brus1ue. :e brief but not rude. 6ll this then has to do with the T>D9 >F C>I?9 H and if that Lsmile% in your voice is missing don%t be surprised if your caller accuses you of being rude, because the caller would not have been able to detect your efficiency but, unfortunately, because of your brus1ue manner of speech, the caller reached in a negative way. @our caller probably felt that you were being impatient with him and wanted to )get rid* of him fast J. (hich was not what you intended. 2andling callers% re1uests over the phone in a brus1ue manner is not an indication of efficiency. It is an indication, to the caller, that you are not very much concerned with his problem, complaint or 1uery. There is a great difference in handling a telephone call speedily. >ne is handled speedily with all the usual courtesies accorded to the called in the best possible manner H and the other, is handling a call in a very formal manner, not being flexible, and speaking in a voice that laks

feeling and understanding. This then, is the call that would be described as being handled in a )brus1ue* manner.

. ways of pro7ects a friendly 1uality JJJJ ". :y using a T>D9 and 06DD94 that is warm and cordial J. ;ut a 30IA9 in your voice. ,. by not being formal or inflexible when speaking to callers and customers. #. :y being attentive JJJ.. and that also means5 responding to what is being said to you in an intelligent manner. .. :y being courteous. (hen a ?aller ?omplains 8elays and mistakes can happen even in the most efficient organi'ations. (hen a caller or customer telephones to complain, you should AI3T9D 3@0;6T29TI?6AA@ and make sure that heBshe gets the distinct message that you will do all in your power to put the matter right. 8on%t forget to use those courteous words also, words like 5 )I%m sorry*, )I%m sorry for JJ.*, )I%m sorry about JJJ*I%m sorry that JJ*. If you are not able to give any reason for the trouble, 8> D>T <IC9 C6<=9 9O?=393, or blame another section of the organi'ation or, put the blame on the )computer*. 6ll these will only create a bad impression of your organi'ation or company JJJ through @ouM 6nswering ?alls 8on%t keep a caller waiting too long remember, he cannot see how busy you are.

6lways answer your telephone promptly and let the caller know the has the right number by announcing it or by giving your company%s name, your name, your department J. (hichever would be most helpful and appropriate. 8o not hesitate about 1uoting your name.

6lways answer an unattended telephone call and take a message if you think it would help. 6lways try to arrange to have someone take your phone calls in your absence. If you are answering someone else%s phone call, say so. 2ave a pencil and paper at hand so that you can easily 7ot down information or take message. 6nd now, there%s the clarification of a message taken. 4epeat the message particulars back to make sure you have taken it down correctly. >n the matter of Lrepetition% ;6:O operators should 6A(6@3 repeat what the caller asks form with a 1uestioning tone of voice which, at the same time should not sound discourteous. The 1uestioning tone should not be too deliberate. (hen taking messages, don%t forget the caller%s name and telephone number. If you have to leave the phone to check on something, tell the callerBcustomer how long you may be off H the H line. (henever situations in an office allow it H you could ask the caller if he would prefer you to call him back. If would be discourteous if you told the caller to call back, 7ust because you will be delayed in securing the information for the caller. =se apologetic words or phrases if some from of inconvenience was cause J and do try to sound sincere about it.