“Air Travel Marketing” Ltd
Official representative of Air Berlin Airlines at Pulkovo Airport, Saint-Petersburg, Russian Federation
Management and supervision of passenger handling at the airport
- Management and supervision of all processes of passengers handling in the airport (check in, boarding, lost and found etc.);
- Representation of the Carrier's interests by solving of problems and conflict situations with passengers;
- Carrier's rules observance (GOM) during the check in:
XBAG, NOREC, check in passengers with special requests, PRMs such as: WCHS/R/C, UMNR, TWOV, PETC, AVIH, MAAS, MEDA, etc;
- Organization of all handling processes by aircraft diversion in to the airport different from airport of destination;
- Undertaking, in case of flight delay or cancelation, all necessary measures to reroute the passengers by later flights of Carrier or other airlines;
- Providing meal for passengers in case of flight delay;
- Hotel accommodation for passengers and crew members (HOTAC) in case of flight delay or cancelation;
- Close cooperation with appropriate Carrier's departments (PAX-control, passage);
- Servicing the passengers in case of problems with local authorities (police, immigration, customs);
- Passenger assistance in case the passengers missed their flight due to different reasons such as: NOSHOW at the gate, RF DRUNK PAX etc;
- Prevention and recovering of errors caused by other airport handling services during the passengers handling process;
- Assistance in case of INAD (refusal of entering in Russian Federation of the passenger arrived on Carrier's flight), of passengers deportation (providing the Carrier with detailed report).
Supervision of aircraft handling procedures on the ramp:
- Supervision and coordination of the Aircraft handling procedures on the ramp;
- Supervision of strict observance of the Carrier's rules (GOM) during the Aircraft handling;
- Coordination of activities between different airport departments, aircraft crews and Traffic center;
- Signing and control of invoices and other financial documents;
- Supervision and coordination of maintenance process, including communication with MOC AB in case of irregularity. Support of communication between MOC AB and S7 Technik;
- In AOG case, coordination of handling activities of all airport departments, assistance in process of customs clearance of spare parts;
- Communication with local authorities (customs, immigration, aviation authorities) by aircraft handling on the ramp;
- Photo reporting of all cases of aircraft, baggage damage;
- Prevention and recovering of errors caused by airport handling services during the aircraft handling on the ramp;
- Coordination and assistance during the immigration entry procedures for Carrier's crews.
Claim handling
- Representation of Carrier’s interests in all lawsuits with airport authorities;
- Claims preparing about all violations in handling process, discovering reasons and working out preventing measures;
- Passenger claims handling;
- Carrier’s claims investigation;
Office work
- Filing, archiving and control of documentation;
- Preparation and registration of Co-mail;
- Electronic reports;
- Control of all SITA telexes;
- Storage of airline materials (Boarding passes, baggage tags etc.);
- Passenger's assistance in the office and phone inquiries;
- Providing Carrier with detailed information about delay reasons.
Additional services
- Organization and support of Carrier’s audits and official meetings;
- Visa, HOTAC and Airport ID support for Carrier’s representatives visiting LED.