Airport Commercial airport
Regional airport General aviation airport
Heliport Seaplane base
Military airport Spaceport

 

An airport that serves primarily commercial carriers and their passengers. A location where aircraft such as airplanes, helicopters, and blimps take off and land.
An airport used for general aviation, such as private and business flights. An airport that primarily serves regional travelers and aircraft.
An airport that is designated for seaplane operations. An airport specialized for helicopters to take off and land.
An airport that is designated for space operations. An airport that is used mainly for military purposes.

 

International airport Domestic airport
Reliever airport Joint-use airport
Airport Regulations Civil Aviation Authority
Federal Aviation Administration Passenger Name Record

 

An airport that handles only domestic flights. An airport that offers customs and immigration services for international flights.
An airport that is used for both civilian and military aircraft. An airport that is designated to relieve congestion at nearby airports.
Regulatory body responsible for the regulation of civil aviation in the UK. The rules and regulations governing the operation of airports.
A system used in the aviation industry to store and retrieve passenger information. National aviation authority of the United States responsible for the safety of civil aviation.

 

Prohibited Items Transport Security Administration
Airport Screening Air Traffic Control
Surveillance Systems Economic Regulation
Operational Regulation International Civil Aviation Organization

 

US agency responsible for security screening of passengers and carry-on baggage in airports. Items that are not allowed to be transported on an aircraft due to safety and security concerns.
A service provided by ground-based controllers who direct aircraft on the ground and through controlled airspace. The process of checking passengers and their belongings before they enter a secure area of an airport.
Regulation of the operation of airports to ensure fair competition and prevent monopolies. CCTV cameras and other systems used to monitor areas of an airport for security and safety purposes.
UN agency responsible for the development of international standards and recommended practices for the aviation industry. Regulation of the day-to-day operation of airports to ensure safety and security.

 

airport security levels of security
security personnel security protocols
security procedures screening process
contraband x-ray machines

 

different stages of security checks and measures implemented at airports measures taken to protect passengers, staff, and planes from potential threats and hazards
specific instructions and steps to be taken to ensure airport security individuals responsible for maintaining security at airports and enforcing security procedures
the process of checking passengers and their belongings for security threats actions taken before, during, and after a flight to prevent threats and ensure safety
devices used to scan passengers' belongings for potential threats any item or substance that is illegal or prohibited by airport security regulations

 

body scanners pat-downs
security checkpoints airport security regulations
Airport Services Airport Security
Baggage Handling Check-in

 

security check where a security officer uses their hands to check a passenger for potential security threats devices used to scan passengers for potential weapons or other prohibited items
rules and guidelines established by national and international authorities to ensure airport security specific locations at airports where passengers must go through security screening before boarding a flight
The measures taken by airport authorities to ensure safety and security of passengers, crew, and aircraft, including security checks, baggage scanning, and passenger screening. The different services provided by airport authorities to passengers, including security, baggage handling, check-in, lounges, and retail and food courts.
The process of registering for a flight, including obtaining a boarding pass, checking luggage, and passing through security control. The process of moving passenger baggage from check-in to the aircraft, and vice versa, including sorting, loading, unloading, transfer, and tracking of baggage.

 

Lounges Retail
Food and Beverage Flight Information
Transportation Passenger Screening
Quality Evaluation Passenger Satisfaction

 

Shops and stores located in airport terminals that sell various products such as souvenirs, fashion, electronics, and duty-free items. A waiting area in an airport where passengers can relax, work, and access various amenities such as food, beverages, and entertainment.
Information provided to passengers regarding their flight status, gate location, destination, and boarding time. Restaurants, cafes, bars, and snack bars located in airport terminals that serve various food and drink options to passengers.
The process of checking passengers and their carry-on items for security threats, using various technologies such as x-ray machines, metal detectors, and explosive detection systems. Various modes of transportation provided by airport authorities, including shuttle buses, taxis, rental cars, and public transportation.
The level of contentment experienced by passengers in relation to the services provided by airport authorities, based on various factors such as comfort, convenience, cleanliness, and staff friendliness. The process of assessing the level of service quality provided by airport authorities to passengers, based on various factors such as efficiency, effectiveness, safety, and customer satisfaction.

 

Airport security measures Passenger safety
Security screening Security personnel
Surveillance systems Airport layout
Emergency response plans Security checkpoints

 

The prevention of harm or injury to passengers during travel, especially by air. Procedures, processes, and equipment put in place to ensure the safety and security of passengers, staff, and aircraft at an airport.
Trained individuals responsible for enforcing airport security measures and ensuring passenger safety. The process of ensuring that passengers and their belongings do not pose a threat to the safety and security of others.
The design and physical arrangement of facilities at an airport to promote safety and security, including access points, barriers, and emergency exits. Cameras, sensors, and other equipment used to monitor and detect potential security threats at an airport.
Stations at which passengers and their belongings are screened for potential security threats before boarding an aircraft. Strategies and procedures for responding to emergency situations, such as fires, natural disasters, or security threats, and ensuring passenger safety.

 

Security protocols Baggage screening
Perimeter security Security audits
Baggage Handling Travel Industry
Check-In Sorting

 

The process of screening passengers' baggage for potential security threats before they board an aircraft. Rules and guidelines put in place to ensure compliance with airport security measures and promote passenger safety.
Reviews of airport security and passenger safety measures to identify areas for improvement and ensure compliance with regulations. The physical barriers and patrols put in place to prevent unauthorized access to an airport and promote passenger safety.
The sector of the economy that offers services and products related to travel. The process of transporting luggage or cargo from check-in to the final destination on an aircraft.
The process of separating luggage by flight, destination, and priority status. The process of presenting identification, receiving a boarding pass, and checking luggage for a flight at an airline counter or self-service kiosk.

 

Screening Loading
Transfer Unloading
Misrouting Damaged Luggage
Lost Luggage Delay

 

The process of placing luggage into an aircraft's cargo hold in a safe and efficient manner. The process of inspecting baggage for prohibited items using X-ray machines, metal detectors, and other detection tools.
The process of removing luggage from an aircraft's cargo hold onto baggage carts or conveyor belts. The process of moving luggage from one flight or airline to another during a layover or connection.
Luggage that has been broken, torn, or otherwise damaged during the baggage handling process. The incorrect placement of luggage onto the wrong flight or destination.
The period of time between the check-in of a passenger's luggage and its arrival at the final destination. Luggage that has been misplaced, delayed, or cannot be located by the airline or passenger after a flight.

 

Air Traffic Control Airport Operations
Collaboration Personnel
Skills Qualifications
Safety Efficiency

 

The various activities involved in the overall management and functioning of an airport, including air traffic control, ground handling, and passenger services. The department responsible for monitoring and controlling the movement of aircraft on the ground and in the airspace around an airport or within a certain region.
The people who work for an organization, in this case, the employees of an airport who are responsible for various tasks such as air traffic control, customer service, and maintenance. The act of working together towards a common goal, in this case, the coordination between air traffic control and other airport personnel to ensure safe and efficient airport operations.
The education, training, and certification required for a person to be eligible for a certain job or career, such as the necessary qualifications for becoming an air traffic controller. The abilities and expertise required to perform a particular job or task, such as the technical and communication skills needed for a career in air traffic control.
The degree to which airport operations are carried out smoothly and with optimal use of resources, allowing for timely and cost-effective handling of aircraft and passengers. The top priority in all airport operations, ensuring that passengers, crew, and ground personnel are protected from harm and that aircraft are not involved in incidents or accidents.

 

Communication Ground Handling
Flight Plan Control Tower
Airline ticketing Reservations
Travel industry Process

 

The services provided to aircraft on the ground, including fueling, loading and unloading of cargo and passengers, and the movement of aircraft around the airport. The exchange of information or messages between individuals or groups, a critical aspect of air traffic control operations for ensuring the safe and efficient movement of aircraft.
The central location at an airport from which air traffic control operations are conducted, providing a clear view of the airport and surrounding airspace. A detailed document that outlines the intended route, altitude, and other flight details submitted by pilots to air traffic control before takeoff.
The act of making a booking or holding a seat on a flight, hotel, or other travel service. The process of making a reservation and issuing a ticket for a flight on an airline.
A series of steps or actions taken to achieve a particular goal or result. The industry that deals with the provision of travel services to consumers, including airlines, hotels, car rental companies, and tour operators.

 

Direct bookings Indirect bookings
Fares Types of fares
Global Distribution Systems Reservation management
Inventory control Pricing

 

A booking made through a third party, such as a travel agent or an online travel agency. A booking made directly with an airline or other travel provider, without the use of an intermediary or third party.
The different categories of fares offered by airlines, such as economy, business, and first class. The price of a ticket for a particular flight or travel service.
The process of managing and administering reservations for airline tickets, hotels, car rentals, and other travel services. Computerized systems used by travel agents and airlines to book flights and other travel services, including reservation management, inventory control, and pricing.
The process of setting and adjusting prices for airline tickets, hotels, car rentals, and other travel services. The process of managing the availability and allocation of seats, hotel rooms, and other travel services.

 

Airline pricing Discounted fares
Peak season pricing Off-season pricing
Connecting flights Round-trip fares
One-way fares Point-to-Point pricing

 

Special offers or reduced rates offered by airlines to promote their services, attract customers and boost business. The process of setting the cost of availing air travel services offered by an airline.
A pricing strategy used by airlines to charge lower fares during the non-peak travel season when demand is low. A pricing strategy used by airlines to charge higher fares during the peak travel season when demand is high.
Fares that are charged for a round trip, i.e., a return journey between two destinations, which are usually cheaper than two one-way fares. Flights that have one or more stops along the way to the final destination, allowing passengers to change planes and airlines if needed.
A pricing model that charges passengers based on the distance between the origin and final destination. Fares that are charged for a single journey between two destinations, which are usually more expensive than round-trip fares.

 

Dynamic pricing Fuel surcharges
Baggage fees Seat selection fees
Flight Operations Management Airline Industry
Key Functions Challenges

 

Fees charged by airlines to cover the increasing cost of fuel, which are added to the base fare of the ticket. A pricing model that is based on real-time demand, supply, and competition, and can fluctuate based on these factors.
Fees charged by airlines for selecting a preferred seat on the flight, which may vary based on the location of the seat and the duration of the flight. Fees charged by airlines for checking or carrying baggage on the flight, which may vary based on the number, weight, and size of the bags.
The sector of the economy that provides scheduled and unscheduled transportation of passengers and cargo via commercial airlines. The process by which an airline manages all aspects of a flight, including planning, dispatching, and execution, to ensure safe, efficient, and profitable operations.
The obstacles and difficulties faced by airlines in managing flight operations effectively, such as weather disruptions, mechanical problems, and human error. The primary roles and responsibilities of flight operations management, including route planning, aircraft maintenance, crew scheduling, and fuel management.

 

Safety Management Crew Resource Management
Efficiency Quality Assurance
Technology Environmental Sustainability
Globalization Trends

 

The training and procedures employed by airlines to ensure effective communication and decision-making among flight crews, especially in high-stress situations. The system of policies, procedures, and practices implemented by airlines to ensure the safety of passengers and crew during all phases of flight.
The system of checks and balances used by airlines to ensure that flight operations are conducted in accordance with industry standards and regulatory requirements. The goal of flight operations management to optimize the use of resources such as fuel, equipment, and personnel to reduce costs and improve profitability.
The practice of minimizing the impact of airline operations on the environment through measures such as reducing fuel consumption and carbon emissions. The tools and software used by airlines to automate and streamline flight operations management tasks, such as flight planning and crew scheduling.
The current and future developments in flight operations management, such as the increasing use of data analytics and artificial intelligence to optimize operations. The trend towards increased international trade and travel, which presents both opportunities and challenges for airlines in managing flight operations on a global scale.

 

Customer Service Travel
Tourism Service Standards
Types of Customer Service Role of Customer Service
Customer Satisfaction Customer Complaints

 

The act of going from one place to another, with the purpose of leisure, business, or relaxation. The assistance and support provided by a business to its customers in order to ensure customer satisfaction and enhance their overall experience.
The set of guidelines and procedures that define the level of service to be provided by a business to its customers. The industry that involves traveling for recreational, leisure or business purposes, and the provision of services to support such travel.
The importance of customer service in creating a positive image of a business, enhancing customer satisfaction, and fostering customer loyalty. The different categories of service provided, which include face-to-face, telephone, online, and self-service.
Any expression of dissatisfaction made by a customer about a product or service provided by a business. The extent to which a customer is pleased with the products or services provided by a business.

 

Service Recovery Good Customer Service
Bad Customer Service Impact of Customer Service
Difficult customer Communication
Conflict resolution Problem-solving techniques

 

The provision of service that meets or exceeds customer expectations, resulting in high levels of customer satisfaction and loyalty. The process of restoring customer satisfaction after a service failure or problem.
The effect that good or bad customer service can have on a business's reputation, profitability, and customer satisfaction The provision of service that fails to meet customer expectations, resulting in low levels of customer satisfaction and loyalty.
The exchange of information between two or more people or entities. A customer who is unhappy, dissatisfied or uncooperative, making it harder to provide satisfactory service.
Strategies and methods used to identify, analyze and resolve a problem or issue. The process of managing or resolving a disagreement or dispute between two or more parties.

 

Active listening Empathy
Patience De-escalation
Negotiation Problem identification
Assertiveness Customer service

 

The ability to understand and share the feelings of another person. A skill that involves fully focusing on and comprehending what the other person is saying, without interrupting or judging them.
The process of reducing the intensity or severity of a situation or interaction, especially one involving conflict or aggression. The capacity to remain calm and composed when dealing with challenging situations or people.
The act of recognizing or pinpointing the specific issue or challenge that needs to be addressed or resolved. The process of reaching a mutually beneficial agreement or compromise between two or more parties who have different or competing interests or goals.
The provision of assistance, guidance, or support to customers before, during or after a purchase or transaction. The quality of confidently and respectfully expressing one's needs, wants, opinions or boundaries, while also considering the needs and feelings of others.

 

Positive customer experience Customer service
Communication Attitude
Empathy Professionalism
Cultural awareness Conflict resolution

 

The assistance and support provided by airline/airport staff to customers, before, during and after the flight. A pleasant and memorable interaction between the customer and airline/airport staff, resulting in customer satisfaction and loyalty.
The demeanor, behavior and tone of voice of airline/airport staff towards customers, which can either positively or negatively affect their experience. The exchange of ideas, information and feedback between the customer and airline/airport staff, either verbally or non-verbally.
The conduct, behavior and ethics displayed by airline/airport staff in their interactions with customers. The ability of airline/airport staff to understand and share the feelings of their customers, and to respond in a caring and compassionate manner.
The process of identifying and resolving disputes or disagreements between airline/airport staff and customers, in a peaceful and satisfactory manner. The sensitivity and understanding shown by airline/airport staff towards customers from different cultural backgrounds, to avoid any misunderstandings or offense.

 

Customer feedback Customer loyalty
Customer retention Customer satisfaction

 

The degree of attachment and allegiance shown by customers towards an airline/airport, resulting in repeated business and positive word-of-mouth. The comments, suggestions and complaints provided by customers to airline/airport staff, which can be used to improve the quality of service.
The level of contentment and fulfillment experienced by customers after their interaction with airline/airport staff, which can impact their future behavior and decisions. The ability of an airline/airport to keep its existing customers, by providing them with a consistent and memorable customer experience.