Course Information
SemesterCourse Unit CodeCourse Unit TitleT+P+LCreditNumber of ECTS CreditsLast Updated Date
2SHI102Passenger Service3+2+04420.10.2026
Course Details
Language of Instruction Turkish
Level of Course Unit Associate Degree
Department / Program Civil Aviatıon Management
Type of Program Formal Education
Type of Course Unit Compulsory
Course Delivery Method Face To Face
Objectives of the Course The course aims to provide knowledge of passenger service procedures provided at airports and the documents used in passenger services
Course Content This course covers Introduction to Aviation and the History/Development of Air Transportation; duties and characteristics within the scope of passenger services; flight types / passenger categories; Check-in / Boarding operations and baggage services; ticket types and ticket reading; visas and passports; Dangerous Goods Awareness (Category 9); airport security awareness; the aviation alphabet and terms/codes used in passenger services; factors causing errors in passenger services; interpersonal communication in passenger services; the relationship between airport ground handling and passenger services; and general review.
Course Methods and Techniques Lecture, question-and-answer, discussion, case study, and document analysis
Prerequisites and co-requisities None
Course Coordinator None
Name of Lecturers Instructor Ayşegül ASLAN
Assistants None
Work Placement(s) No

Recommended or Required Reading
Resources Lecture, question-and-answer, discussion, case study, and document analysis


Planned Learning Activities and Teaching Methods
Activities are given in detail in the section of "Assessment Methods and Criteria" and "Workload Calculation"

Assessment Methods and Criteria
In-Term Studies Quantity Percentage
Mid-terms 1 % 40
Final examination 1 % 60
Total
2
% 100

 
ECTS Allocated Based on Student Workload
Activities Quantity Duration Total Work Load
Course Duration 14 2 28
Hours for off-the-c.r.stud 14 1 14
Assignments 4 8 32
Presentation 1 6 6
Mid-terms 8 1 8
Practice 14 2 28
Laboratory 1 5 5
Final examination 1 2 2
Total Work Load   Number of ECTS Credits 4 123

 
Course Learning Outcomes: Upon the successful completion of this course, students will be able to:
NoLearning Outcomes
1 Defines general aviation information and the aviation alphabet.
2 Defines civil aviation organizations, third-party organizations at airports, and service relationships.
3 Defines interdepartmental communication and the terms, codes, measurements, and conversion table used in aviation.
4 Defines airline and passenger responsibilities, airport aircraft movement areas, IATA geography, and flight analysis.
5 Defines passenger tickets and ticket types, control of travel documents, and check-in procedures
6 Defines baggage acceptance, rules for carrying liquids in hand baggage, and the procedures and transfer of passengers requiring special services and passengers with disabilities.
7 Defines passenger boarding, arrival services, flight irregularities, passenger service message traffic, lost and found procedures, and the principles of success in passenger services.
8 Defines SITA, AFTN, message types, VHF use and principles, and radio communication principles.

 
Weekly Detailed Course Contents
WeekTopicsStudy MaterialsMaterials
1 Ders Tanıtımı Ders Tanıtımı
2 Civil aviation organizations, third-party organizations at airports, and service relationships Airport Ground Services Manual
3 I nterdepartmental communication; aviation terms, codes, measurements, and conversion table Airport Ground Services Manual
4 Airline responsibilities; passenger responsibilities Airport Ground Services Manual
5 Airport aircraft movement areas; IATA geography; flight analysis Airport Ground Services Manual
6 Airport aircraft movement areas; IATA geography; flight analysis Airport Ground Services Manual
7 Passenger tickets / ticket types; control of travel documents; check-in procedures Airport Ground Services Manual
8 exam EXAM
9 Passengers requiring special services; procedures and transfer of passengers with disabilities Airport Ground Services Manual
10 Passenger boarding, arrival services; flight irregularities Airport Ground Services Manual
11 Passenger service message traffic; Lost & Found; principles of success in passenger services Airport Ground Services Manual
12 Passenger service message traffic; Lost & Found; principles of success in passenger services Airport Ground Services Manual
13 SITA, AFTN; message types, VHF use and principles, and radio communication principles Airport Ground Services Manual
14 SITA, AFTN; message types, VHF use and principles, and radio communication principles Airport Ground Services Manual
15 General Riview Airport Ground Services Manual

 
Contribution of Learning Outcomes to Programme Outcomes
C1
C2
C3
C4
C5
C6
C7
C8

  Contribution: 1: Very Slight 2:Slight 3:Moderate 4:Significant 5:Very Significant