17.31M

Category:

management

Passenger and Baggage Handling

2.

Introduction
General Information
About Jazeera Airways

Jazeera Airways (J9)
Established in April 2004 as the first non-government
owned airline in the Middle East .
One of the largest airline serving the Middle East out of
Kuwait.
Currently serve more than 49 destinations.
J9 operates a modern fleet of A320 and A320 neo
aircraft
Leather seats
Two-class cabin for CAI ONLY
Rest destinations - fully economy configuration
BOOK ONLINE : www.jazeeraairways.com
Follow us on:
- Instagram: @Jazeeraairways
- Twitter: @JazeeraAirways
- Facebook: @Jazeera.Airways
- LinkedIn: @Jazeera Airways
- Youtube: @Jazeera Airways

4.

Jazeera Airways Network

5.

Management Team
Marwan Boodai
CHAIRMAN
Rohit Ramachandran
CEO
Naser Alobaid
VP GO

6.

Jazeera Airways Terminal (T5)
Inaugurated in May 2018, the new Jazeera Airways
Terminal (T5) in Kuwait was designed to facilitate the
journey of passengers and provide them with a
seamless travel experience.

7.

Module 1
Jazeera Airways Fleet

8.

Jazeera Airways Fleet
In this Chapter you will find details about each aircraft in our fleet.
An Essential part of our product knowledge is information on the aircraft in our fleet.
Knowledge of the aircraft will assist you in seating passengers quickly and correctly.
Jazeera Airways aircrafts divided into 7 groups as shown below:
Aircraft Type
: Airbus (A320)
Number Of Aircrafts : 14 Aircrafts
Crew
: 2/4 (Standard)
Manufacturer
: Airbus
Aircraft Registration
GROUP 1
9K-CAI, 9K-CAJ, 9K-CAK & 9KCAL
GROUP 2
9K-CAM, 9K-CAN & 9K-CAO
GROUP 3
9K-CAP
GROUP 4
9K-CBA
GROUP 5
9K-CBB & 9K-CBC & 9K-CBD & 9K-CBF
GROUP 6
Reserved
GROUP 7
9K-CBE

9.

Jazeera Airways Fleet
As shown in the below table the aircrafts are divided into 7 groups and in each group there
are aircrafts.
Example for group 1 : the aircraft Registrations are (9K-CAI,9K-CAJ,9K-CAK,9K-CAL) and
the seats capacity (12B/153Y or 171Y) . No LMC (Last minute change) for all J9 groups.
Group
Aircraft Registrations
Configuration
LMC
9K-CAI
12B/153Y or 171Y
Not Allowed
9K-CAJ
12B/153Y or 171Y
Not Allowed
9K-CAK
12B/153Y or 171Y
Not Allowed
9K-CAL
12B/153Y or 171Y
Not Allowed
9K-CAM
12B/150Y or 168Y
Not Allowed
9K-CAN
12B/150Y or 168Y
Not Allowed
9K-CAO
12B/150Y or 168Y
Not Allowed
Group 3
9K-CAP
12B/150Y or 168Y
Not Allowed
Group 4
9K-CBA
12B/156Y or 174Y
Not Allowed
Group 5
9K-CBB & 9K-CBC & 9K-CBD & 9K-CBF
12B/156Y or 174Y
Not Allowed
Group 6
Reserved
Reserved
Not Allowed
Group 7
9K-CBE
12B/156Y or 174Y
Not Allowed
Group 1
Group 2

10.

Information About Jazeera (A320)
Passenger Doors –L1/L2 : (2 doors)
• Forward cabin door on the left hand side of the aircraft
• AFT cabin door on the left hand side of the aircraft
Service Doors R1/R2
: (2 doors)
• Forward cabin door on the right hand side of the aircraft.
• AFT cabin door on the right hand side of the aircraft.
Emergency Exits :
• Two on each side of the aircraft over wings (rows 11 & 12)
Flight Deck :
04 Seats for flight deck crew:
One Captain
One First Officer
Observer (behind Captain)
Observer (behind first officer)

11.

Information About Jazeera (A320)
Emergency Exits:
NEVER seat the following types of passengers in the emergency Exit Seats:
• Special handling passengers such as:
• UM’s Mothers With Infants, Blind, Deaf, Disabled, WCHR, Children, etc.
Please Note :
• Don’t promise specific seats to a passenger. Inform the passenger that the
seat will be given to her / him only if it is available or passenger can
purchase the seat in advance through online, call center, check in counter
if the seat is available

12.

Information About Jazeera (A320)

13.

Module 2
Check-in Procedures

14.

Check-in Procedures
1. All staff shall be fully briefed on the flight situations and a particular attention is given
to the On-Time Performance
2. At least 3 check-in counters– 1 for Business Class & 2 for Economy class
passengers for CAI
3. All rest stations to have 3 check-in counters-1 for online check-in and priority & 2 For
Economy class passengers
4. Dangerous Goods notification, Passenger Baggage Questionnaire Notices and other
promotional materials are properly displayed on the check-in counters
5. Ensure that all the baggage tags, indemnity forms and other materials are on hand
6. Ensure that all the check-in counters are fully manned
7. Ensure that the Flight Information Displays (FID) above the check-in counters and
throughout the airport are showing the correct information

15.

Check-in Procedures
Check-in Opening Times
• Check-in counters (except Egypt) will open at STD -3 hours
• Check-in counters in Egypt will open at STD -4 hours
Check-in Closing Times
• Check-in counters except (Kuwait, Dubai, London and Egypt)
will close at STD -45 minutes
• Check-in counters in Kuwait, Dubai, London and Egypt will close at
STD -1 hour

16.

Check-in Procedures (Group Handling)
• At the flight editing stage ensure
• That all passengers are seated together
• Emergency exit row seats must never be assigned to the Special
Handling Passengers
• Ensure that one check-in counter is allocated for groups.
• Ensure that all the baggage tags, indemnity forms and other materials
are on hand.
• Group check-in counter opening and closing time
• Group check-in counter will open at STD -3 hours
• Group check-in counter will close at STD -1 hour
• Groups reporting to the check-in counter after STD -1 hour will be denied
boarding and will not be entitled to refund or credit.

17.

Check-in Procedures
Check-in Acceptance Priority
Subject to availability passengers are accepted on first come,
first served basis.
Priority goes to:
1. Revenue passengers (listed)
2. No-rec passengers
3. Go show revenue passengers
4. Go show J9 staff
5. Standby ID90 of other airlines/ MYID Travel.

18.

Check-in Procedures
• In addition to the above checked in baggage allowances, passengers with
reduce mobility are allowed to carry free of charge one collapsible
wheelchair. Wheelchairs must be loaded in the aircraft hold
• In accordance with international laws, passengers are not allowed to carry
any single check-in baggage weighing more than 32kgs
• Perishable food such as seafood, fresh meat, fruits and vegetables etc.
must be packed in properly sealed strong igloo type iceboxes and wrapped
with plastic wrappings. Any other way of packaging will not be accepted

19.

Check-in Procedures
Standard Baggage Security Questions:
• Is this your bag?
• Have you packed your baggage yourself?
• Have you left your baggage unattended at anytime since you have
packed them?
• Are you carrying any banned or objectionable items or inflammable
liquids?
• Are you carrying anything for anybody else?
• Do you have anything to declare ?

20.

Check-in Procedures
Pooling of Check-in Baggage:
• Due to safety and security reasons, J9 policy strictly prohibits pooling of checked in
baggages
• Pooling checked in baggages, if practiced by Jazeera Airways’ or GHA’ teams, will
directly:
Undermines the excess baggage policy and procedures
Undermines the potential excess baggage revenues
Compromises the safety and security of Jazeera Airways’ flight operations
• Regardless of the circumstances, passengers are not allowed pooling their checked in
baggages with other passengers who are not booked under the same booking reference
• Passengers who are booked under different booking references must be processed
separately, and not as a group
• No one inside and outside Jazeera Airways is authorised to bypass this policy and allow
pooling of checked in baggage

21.

Check-in Procedures
Perishable Goods Packing:
• Improperly packaged perishable goods such as seafood, fresh meat, fruits, cheese
and vegetables etc. shall not be accepted
All such food items must be packed in properly sealed strong igloo type iceboxes
and wrapped with plastic wrappings. Any other way of packaging shall not be
accepted
• Example of igloo boxes is as follows:

22.

Check-in Procedures
Olive Oil Packing:
• Jazeera Airways will only accept carriage of olive oil as checked in baggages
provided they are properly packaged
• If the tin container has a removal led then the opening or venting must not exceed
7cm in diameter
• Maximum capacity of the container must not exceed 20L
• The inner receptacle container must fit snugly inside the outer wooden box
• Attention must be paid to the handling packages during loading and unloading
• Packages must be secured in the aircraft in a manner that will prevent any
movement which would change the orientation of the packages

23.

Check-in Procedures
ZamZam Water:
The Civil Aviation Authority of Saudi Arabia has issued the following instructions pertaining
to the carriage of zamzam water:
“For all airlines, it is prohibited to carry zamzam water by any means and any
quantity. The only quantity allowed with carried out personal baggage should not
exceed one gallon of zamzam water (10 litres) and should be wrapped and sealed
properly in accordance with the wrapping standards available at the wrapping
agent at the airport to ensure avoidance of any leakage of water”.
Jazeera Airways will accept as checked in baggage the carriage of zamzam water up to
one gallon (10 litres) per passenger.

24.

Check-in Procedures
Excess Baggage:
• Jazeera Airways adheres to a very strict and disciplined excess baggage policy, and
all passengers, regardless of their circumstances, must pay the excess baggage
charges
• Passengers must pay the excess baggage charges if the check-in and/or hand
baggages are in excess of the allowable weights
• Boarding cards for passengers with excess baggage will only be issued after they
have paid all the charges and obtained the Excess Baggage Tickets
• Passengers who refuse to pay excess baggage charges will be denied boarding and
they will not be entitled for refund or credit

25.

Check-in Procedures
DON’T ACCEPT!

26.

Check-in Procedures
Carriage of Weapons:
Jazeera Airways will follow the international and national procedures
required for the carriage of weapons. However Jazeera Airways will only
accept carriage of sporting rifles and shot guns as checked in baggage
in the baggage holds.
• Under no circumstances, weapons are allowed to be carried in the
passenger cabin.
• No ammunition should be accepted on J9 flights.
• Carriage of sport weapons should be governed
by procedures laid down in PPH

27.

Check-in Procedures
Online Check-in and Self Check-in Procedures
4 ways to check-in with Jazeera Airways
1. Online check-in
2. Self check-in (Kiosk) in Kuwait
3. Park & Fly in Kuwait
4. J9 counters

28.

Module 3
Introduction New Product

29.

Introduction New Product
Following the removal of Business Class (all routes except
CAI) from January 1st 2020 we are introducing three new
product & service choices for our passengers from January
8th:
A.
Baggage Allowance
B.
Fare Options
C.
Premium Seat Selection
D.
Priority Service
The above will provide our passengers with more choice –
allowing them to buy what they want according to their
needs.

30.

A-Baggage Allowance
Check-in Baggage Allowance:
Stations
CAI
CAI
All Other Stations
All Other Stations
All Other Stations
Class
Business Class
(BU)
Economy Class
(EC)
Economy Light
(EL)
Economy Value
(EV)
Economy Extra
(EE)
No.of Pieces
Type
Baggage
Allowance
03
All Passengers
60 Kgs
02
All Passengers
40 Kgs
0
Light Fare Only
0 Kgs
01
Value Fare Only
20 Kgs
02
Extra Fare Only
30 Kgs
Note: Always in DCS staff to check the baggage allowance by typing (.BA1)
Hand baggage Allowance:
Business
15 Kgs (02 Pieces)
Economy
7 Kgs (01 Piece)
Infant
10 Kgs (01 Piece)

31.

B-Fare Options
Economy
Fare Brand
LIGHT
VALUE
Cabin Baggage
7 KG/1 PIECE + 1 small bag
7 KG/1 PIECE + 1 small bag
Checked Baggage
NO BAGGAGE
20KG/1 PIECE
Purchase Baggage
EXTRA
7 KG/1 PIECE + 1 small bag
30KG/2 PIECES
ONLY AVAILABLE AT CHECK-IN PRE-PURCHASE 10KG ONLINE PRE-PURCHASE 10KG ONLINE
Meal
ORDER FROM JAZEERA CAFÉ
Priority Check-in
PAY
PAY
PAY
Seat selection
PAY
PAY
FREE SELECTION
Preferred Seat Rows 4-10
Priority Boarding
PAY
PAY
PAY
Change
PAY TO CHANGE
PAY TO CHANGE
PAY TO CHANGE
Cancellation
Not permitted
PAY TO CANCEL UP TO 24
HOURS PRIOR TO
DEPARTURE
PAY TO CANCEL UP TO 24
HOURS PRIOR TO
DEPARTURE
Lounge Access
PAY
PAY
ORDER FROM JAZEERA CAFÉ ORDER FROM JAZEERA CAFÉ
PAY 17, 2019
April

32.

B-Fare Options
Passenger Scenario With EL(Light) Fare?
1) Passenger reported to the counter with 01pc/ up to 20kg and fare purchased as EL
(Light)?
• Answer: Since EL fare is only HB. Passenger shall be charged amount of 33KD/100$
(Flat Rate) if the baggage weight less than 20KG.
2) Passenger reported to the counter with 01pc/23kg and fare purchased as EL(Light)?
• Answer: Since EL fare is only HB. Passenger shall be charged amount of 33KD/100$
plus excess of 3KG.
3) Passenger reported to the counter with 02pc/23KG and fare purchased as EL (Light)?
• Answer: Since EL fare is only HB. Passenger shall be charged amount of 33KD/100$
plus 01 extra piece plus 3KG excess baggage.

33.

C-Premium Seat Selection
• New Seat Selection option
• Rows 1-3 (18 seats max)
• 33 inch seat pitch, seat headrests
• In-seat power
• Ancillary Seat purchase:
o
Online in Manage Booking or Check-in via Travel Extras
o
Check-in Desk
o
On-board upgrade

34.

C-Aircraft Seat Map
A
1
2
3
4
5
6
7
8
9
10
11
12
13
14
15
16
17
18
19
20
21
22
23
24
25
26
27
28
29
B
C
D
E
F
Premium
Premium
Premium
Preferred
Preferred
Preferred
Preferred
Preferred
Preferred
Preferred
XL
XL
Standard
Standard
Standard
Standard
Standard
Standard
Standard
Standard
Standard
Standard
Standard
Standard
Standard
Standard
Standard
Standard
Standard
Premium Seats : Rows 1 to 3 – All fare brands by
payment.
Preferred Seats : Rows 4 to 10 – Free for Extra –
by payment for Value and Light.
Standard Seats : Rows 13 to 29 Free for all fare
brands.
XL Seats : Rows 11 to 12 by payment for all fare
brands.

35.

D-Priority Service
It is a New Ancillary Service
Priority Check-in, Priority Baggage & Priority Boarding
Pre-paid online .(As of now it cannot be purchased at check-in at airport ,same
TBD)
KD 10 one-way; KD15 for one-way connecting flights
New Boarding Pass design with PRIORITY box – available mid February
NB: Check-in staff to use PRIORITY hand stamp from Jan 8th and stamp both
parts of the boarding pass

36.

D-Priority Service
Priority Check-in Signage
FIDs monitors at all airport to display ECONOMY and PRIORITY
CAI flights only: Business Class passengers to use Priority Checkin Desk
Outstations to create Priority check-in lane signage using A4
signs or totems supplied by HQ
FIDs
Totem

37.

D-Priority Service
Boarding Pass – Priority Passengers
From Jan 8th
Note – Check-in staff to stamp both parts
of boarding pass

38.

D-Priority Service
Priority Boarding Signage (Sample)

39.

D-Priority Service
Gate Boarding Announcements
New Gate Boarding announcement script
Available in 4 languages:
English/Arabic/Hindi/Russian
KWI – all announcements in English &
Arabic; B3 – specific announcement for
bus boarding
Copies to be distributed by Ground Ops
Use microphone for all announcements

40.

Notes...
Priority Service: All fare brands have to pay for using this service (NOT FREE), KD
10 for local passenger ex KWI and KD 15 for transit passenger per sector.
Lounge Access: All fare brands have to pay for using this service (NOT FREE).
Meals: All fare brands have to pay for order from Jazeera Café.
Fare Brands Upgrade: LIGHT & VALUE can’t upgrade at the counter to next fare
brand and they have to book new ticket.
XB 10: This option can be added only online for VALUE & EXTRA Fare brands.
Staff Booking: Staff ticket fare option shall be in ECONOMY EXTRA (30KG
Baggage allowance) for all destinations (except CAI. For CAI same old J9
procedures applies). To be seated in PREMIUM seat if available.

41.

Notes…
Check In agents shall always check
The fair class code (EL/EV/EE/EC/BU) once the passenger is
retrieved or by RZ1
.BA1 to check the baggage allowance
If passenger having excess baggage ,they shall be charged as
per their fare basis (EL/EV/EE/EC/BU)
Oversize baggage rate policy remains same.

42.

Notes…
How to identify product class in DCS/RZ
Product Class Name
Business
Economy Extra
Economy Value
Economy Light
Product Class Code
BU
EE
EV
EL

43.

Module 4
Staff Travel

44.

Staff Travel Procedures
Staff travelling on duty (ED):
• Staff travelling on duty should have their flights booked in advance
• Staff should report to the check-in counters anytime before counter closure(D -1h)
• Staff travelling on duty are subject to the same policies and procedures as
applicable to the commercial passengers
• Staff travelling on duty are subject to upgrade to Business class based on their title
Staff travelling on Standby Basis – SUBLOAD (ES).
• Stand-by travel is applicable to all Jazeera Airway’s staff after having completed
their three months probationary period with the company and be in a possession of
valid Jazeera Airways staff I.D. card
• Staff’s spouse, children and parents are also entitled to stand-by travel provided
they are in a possession of a STAFF TRAVEL PERMIT LETTER
• The designated check-in Duty Supervisor should register all the names

45.

Module 5
Passenger Categories &
Handling Procedures

46.

Passenger Categories
Inadmissible
INAD
Stretcher
STCR
Medical Case
MEDA
Wheelchair (Mobility assistance)
WCHS / WCHR
/
WCHC
Deportee
DEPO /
/
DEPU
Meet & Assist
MAAS
Unaccompanied Minor
UM
Deaf (Sensory impairment)
DEAF
Blind (Sensory impairment)
Blind
Infants
INFT
Mentally Challenged
-
Pregnant (Expectant Mother)
-
Pet in Cabin
PETC
Animals in Hold
AVIH
DEPA

47.

Passenger Categories & Special Handling
DEPA refers to the industry-approved code for a deportee who is escorted by
authorized personnel during flights.
INADMISSIBLE
PASSENGERS
DEPORTEE means a person who had legally been admitted to a State by its
authorities or who had entered a State illegally, and who at some later stage is
formally ordered by the authorities to be removed from that State.
DEPU refers to the industry-approved code for a deportee who is not escorted
by authorized personnel during flight.
INAD refers to industry-approved code for inadmissible passenger, means a
passenger who is refused admission to a State by authorities of that State, or
who is refused onward carriage by a State authority at a point of entry or
transfer, e.g. due to lack of a visa, expired passport etc.
Maximum of 20 INAD/DEPU passengers can be accepted per flight with 24 hours notification to j9 security
STRETCHER
PASSENGER
Security Manager’s prior approval shall be obtained for accepting INAD/DEPU passengers more than 20 to a
maximum of 30 per flight.
Approval shall be obtained at least 24 hours prior to departure
Deportee with escort (DEPA) is allowed with only 01 escorted deportee per flight From Kuwait Station to
other station only with 24 hours advance notification

48.

Passenger Categories & Special Handling
Procedures to be followed:
• It’s airline responsibility who carried the INAD & deportee to return them back on their flights.
• Flights
captain must be informed about deportee seats and also SFA has to keep their PPT until flight arrival
INADMISSIBLE
and hand it over to J9 supervisor, SSR has to be listed in SFA manifest onboard.
PASSENGERS
• Jazeera airways has the right to refuse deportee at any time if it will be against it’s safety and security.
• The Ministry of Interior representative will come alone to the airport along with deportees’ passports, tickets
and baggage’s
• Some of the deportee passengers might not be holding passport, but only travel documents issued by their
Embassy for travel purposes back to their homeland
• Some of the deportee passengers might be holding passports with expired validity. The airline shall board
them as exceptionally cases as they are travelling to their homeland
• Deportees are not to be seated together and are not to be seated near any emergency exits
• Deportee passengers are brought directly to boarding gate or remote stand approximately STD-45 minutes or
as soon as boarding clearance is received, before all other passengers
• The INAD or DEPORTEE shall board the aircraft in advance of the passengers and disembark after all
passengers have left the aircraft
All special handling passengers can now be accepted (excluding Deportees and UM) for transfer at Kuwait.

49.

Passenger Categories & Special Handling
Stretcher
Passengers
Jazeera Airways does not accept
stretcher cases
Incubator Cases:
Incubator
STRETCHER
PASSENGER
Medical
Oxygen
• Incubator case is an infant/child who
requires transportation in an incubator.
• Jazeera Airways do not accept incubator
cases passengers.
Medical Oxygen:
• Medical oxygen case is a passenger who requires
supply of oxygen and special care on board.
• Jazeera Airways do not accept passengers who
require oxygen on board.

50.

Passenger Categories & Special Handling
Unaccompanied Minor (UM)
Age 5 – 14 Years
Maximum of 8 UM onboard each flight
Child less than 5 years old can be accepted to travel with adult
passengers of 18 years.
UNACCOMPANIED
MINORS
UM form need to be filled by UM relative accompanying them to
airport with full right and trusted data including the representative
data upon arrival.
Preferably to be seated next to female passenger and never assign
them an emergency rows.

51.

Passenger Categories & Special Handling
Blind Passengers
Blind Passengers
Jazeera airways accept maximum 4 blind onboard each flight.
They must be escorted to A/C door
They must be introduced to cabin crew
PSM must be released before A/C arrives to destination
station
Never assign emergency exit rows.
Deaf Passengers
Deaf Passengers
If escort service is needed at check-in counter then it will
provided by GHA free of charge.
They must be introduced to cabin crew
Must be escorted to A/C door
PSM must be released before flight arrive to destination
Never assign emergency exit rows.
No limit of accepting Deaf passengers onboard each flight.

52.

Passenger Categories & Special Handling
Pregnant Passengers
(Expectant Mother)
Infant Passengers
Infant Passengers
If Passenger declared pregnancy then we have three options to
handle EM passengers:
1. Pregnancy between 1 - 27 weeks, then PAX need to fill J9 EMF
and no need for doctor certificate.
2. Pregnancy between 28 - 32 weeks, then PAX need to fill J9 EMF
with a valid personal doctor certificate ( travelling is within one
week from issuing the certificate) mentioning that PAX is clearly
fit to travel including the expected date of delivery.
3. Pregnancy above 32 weeks, then PAX shall not be accepted
4. Never assign emergency exit rows.
5. No limit of accepting pregnant passengers onboard each flight.
• Infants who are less than two weeks are not allowed to travel
onboard.
• Due to safety procedures, maximum of 25 infants are allowed
on board
• Children more than two years must occupy seat and pay
same fare as adult and to be accompanied by adult PAX too.
• An adult can travel with maximum two infants, and must hold
a car seat for the second infant who is ages more than 06
months after pay a full ticket

53.

Passenger Categories & Special Handling
Animals in Hold
Not accepted on Jazeera Airways
Pet in Cabin
Jazeera Airways’ policy does not allow the carriage of medically
unfit passengers, nor their medically aided devices.
Medical
Oxygen
WCHS
However, as per the Kuwait DGCA’s KCSR and Jazeera
Airways’ head of safety and head of security, passengers can
carry onboard their own portable oxygen concentrator devices
provided laid down procedures are followed

54.

Passenger Categories & Special Handling
Passenger cannot travel if a plaster cast has been fitted for less
than 48 hours before travel.
Passengers travelling with upper limbs in cast, waist and above,
will only require one seat to travel
Passengers With
Broking Limbs
Passengers travelling with lower leg in plaster below the knee
only, will require one seat
Adult passengers travelling with lower limbs in cast, waist and/or
full leg plaster must purchase three seats in total, per sector, to
travel. This will enable the leg to be elevated during the flight and
reduce swelling
j
WCHS
Child passengers travelling with lower limbs in cast are to be
dealt with as above but the age of the child will need to be
determined to decide whether they would require one, two or
three seats to enable their leg to be elevated during the flight
Never assign an emergency exit rows to above cases.

55.

Passenger Categories & Special Handling
PRM Passengers
MEDA is the medical cases which needs a medical care onboard.
Passengers with reduced mobility can be:
• A medical case who’s needs a medical care and attention
onboard and they can’t be accepted.
• A non-medical case declaring their disabilities at time of
booking
At check-in counter J9 must provide them all the required
assistance free of charge.
Jazeera Airways does not accept MEDA cases on board.
Never assign emergency exit rows.
Mentally Challenged
WCHS
Jazeera Airways do not accept mentally challenged passengers
travelling alone.
All mentally challenged passengers must be accompanied by
adult passengers who are responsibilities for looking after the
mentally challenged passengers.

56.

Passenger Categories & Special Handling
SPECIAL HANDLING
CASES
MAXIMUM
ALLOWED
NUMERS PER
FLIGHT
COMMENTS
SEAT ALLOCATIONS
Infant
INF
25
14 days – 24
months
No exit rows 11 & 12 – 2 infant per row A to F
(1 infant from seats A-C & 1 infant from seats D-F)
Unlimited
-
No exit rows 11 & 12
8
Age 5 – 14 years
No exit rows 11 & 12
Unlimited
-
Unlimited
-
4
-
Pregnant
Unlimited
28 – 32 weeks
completed
No exit rows 11 & 12 – Preferably aisle seat.
Blind
4
Guide dogs are not
allowed in cabin
No exit rows 11 & 12 – Preferably window seat.
Child
CHD
Unaccompanied Minor
UM
Wheelchair
WCHR
Wheelchair
WCHS
Wheelchair
WCHC
Deaf
Deportee(DEPO/DEPU)
/
INAD
No exit rows 11 & 12 – Preferably window seat.
Unlimited
20
(See above
conditions)
No exit rows 11 & 12 – Preferably between two
adjacent exits and window seat
No exit rows 11 & 12 – Preferably between two
adjacent exits and window seat
No exit rows 11 & 12 – 2 WCHC per row Preferably
on Rows 5, 18 & 19 seats A or F
Only INADs
No exit rows 11 & 12
With Approval 30 DEPO/INAD/DEPU

57.

Passenger Categories & Special Handling
Summary-Special Passengers

58.

Module 6
Travel Documents

59.

Travel Documents
When Checking a passport, the following shall be checked:
• Name shall be same as the passport
• Expiry Date ( Minimum 06 Month) for all kinds of visa on arrival to Kuwait Except
Resident Country Visa for which it is valid.
• Photograph matches to the passengers profile documents
Note:
1. Refer to TIMATIC for proper information, either point to point passengers or transfer
passengers.
2. Please ask visa-regulation team to send the TIMATIC presentation for your
reference and to brief check-in agent.
TIMATIC link:
https://www.qatarairways.com/en/visa-and-passport-requirements.html

60.

Travel Documents- Kuwait Passport Types
BLUE PASSPORT :issued to citizens of Kuwait.
RED PASSPORT :A diplomatic passport issued to diplomats serving in Kuwaiti
embassies abroad and to high-ranking officials from the executive
branch.
GREEN PASSPORT:A special passport issued to the Kuwaiti ruling family, members of
parliament and high-ranking government officials.

61.

Travel Documents- Kuwait Passport Types
GRAY PASSPORT:
Passport issued to the state lessor Bedoon population in
Kuwait for international travel. This passport doesn't hold
the same visa requirements as the regular Kuwaiti
passport.

62.

Travel Documents- Kuwait Residency Types
A – Residency Sticker in the passport plus old civil ID
B – No Residency Sticker in the passport /Only new civil ID

63.

Travel Documents- Type (A)
KWI residency issued before 13-MAR-2019,
Counter Staff must check:
1. Residency Sticker inside the passport and validity of it
2. Not necessary for passenger to hold his/her Civil ID

64.

Travel Documents- Type (B)
KWI residency issued After 13-MAR-2019,
Counter Staff must check:
1. Civil ID and validity of it
2. Passport Number and passenger Name must match with Civil ID.

65.

Travel Documents- Article 14 (Case 1)
1. Residency Article 14: This type of residency means that
passenger hold a temporary residency in Kuwait and he/she
can use it only for exits Kuwait and it can’t be used to enter
back to Kuwait.

66.

Travel Documents- (Case 2)
Absence abroad for more than (6) months
1. For any passenger who is holding
residency in Kuwait and staying
outside the country for more than (6)
month’s his/her residency will be
cancelled and he/she can’t come
back to Kuwait.
2. If the passenger is holding a
paper of absence permission, it
means he can re-enter to Kuwait but
the passenger must show the
original absence permission paper at
the counter and the (Residency must
be valid).

67.

Travel Documents- (Type of Visa)
VISA’S can be various types :1. Transit
2. Tourist
3. Student
4. Resident Visa
5. Government work Visa
6. Work Visa
7. Avail Enrollment Visa
When Checking a Visa, you must check the following :
1. Number of persons including on the VISA
2. Expiry Date
3. Validity
4. Type of visa ( Single , Multiple , Haj or Umra )
Transit Without Visa (TWOV)
Transit without visa facilities are granted for limited period of time (not exceed 08 Hours)
Refer To TIM (Travel Information Manual) for destination of travel to see if TWOV Permitted
Health Documents for the following:
1. Avail Enrollment Visa
2. Government work Visa
3. Work Visa

68.

Module 7
Labels

69.

Baggage Tags and Labels
Baggage Tag (Generated by DCS system)
User
Checked in agent
1. Checked in baggage at the counter .
When to use? 2. Limited release bag such as:
-bags contains Fragile items
-Packing Inadequate
-bag contains Perishable
-Late Checked in
-Received Bag in damaged condition
How to Use?
1. For Checked in bag- A system generated baggage tag
shall be affixed to all checked in baggage. The
destination station three letter code and flight number
shall be automatically printed along with final destination
for transfer passenger on Jazeera Airways
2. Remove the small sticker and affixed to the bag. Take
the small part of the tag stick at the back of pax’s
boarding pass.
3. For Limited release- If the bag has damaged, inadequate
package, has fragile or perishable content, tick the box at
the back of the tag and let the passenger sign for
acknowledgement.

70.

Baggage Tags and Labels
Fragile Sticker
User
Check-in agent
When to use? If passenger request to affix a fragile tag, Agent must
require the passenger to sign the tag at the back for
limited release.
Baggage's which looks frail or might be easily
damaged
How to Use?
Fragile stickers shall be affixed to baggage containing
fragile articles (e.g., paintings, glassware, musical
instruments) after indicating limited release on the
baggage tag.

71.

Baggage Tags and Labels
Manual Baggage Tag
User
Gate Staff, Check in Agent
Gate staff:
When to use? Extra pieces of hand baggage.
Not inadmissible as cabin baggage (Bulky
hand baggage, baby stroller, wheelchair,
etc).
Check in agent: only when DCS system is
down or required usage.
How to Use? Fill the necessary details and let the
passenger sign as acknowledgement.
Provide passenger with the claim portion
of the tag
After flight pushed back staff to add the
manual tag number in DCS

72.

Baggage Tags and Labels
Priority Tag
Priority Tag shall be affixed on all checked in baggage for
passengers traveling in;
1- Business Class (For CAI only)
2- Priority Service.
Sample of Priority Tag:

73.

Baggage Tags and Labels
Perishable Sticker
Perishable sticker shall be affixed to
checked in baggage/cargo that is
declared with perishable item inside.
Baggage with perishable item must
be packed properly.

74.

Baggage Tags and Labels
Short and Long Connection Tags
Label
image
SHOCON label shall be affixed to all transfer checked in
baggage with connecting time less than 2 hours
LONCON label shall be affixed to all transfer checked in
baggage with connecting time equal or more than 2 hours
Additionally for passengers transferring on other airlines and
stations that do not have J9 DCS; onward flight details is
required to be filled (such as destination/flight date/flight No.)

75.

Baggage Tags and Labels
Stand by Tag

76.

Baggage Tags and Labels
Heavy Sticker
This sticker to be used whenever a passenger is carrying a checked in
baggage which weighs more than 23kgs. Staff shall write the actual weight
of the baggage on the space provided on the tag, if it is more than 23kgs
only. The maximum weight of a single piece (32kg) shall be respected at
all times.

77.

DRY ICE Acceptance
DRY ICE per hold is 200KG
DRY ICE Sticker

78.

Baggage Tags and Labels
Carry-on Baggage Tag
image
User
When to use?
e
How to Use?
Check In Agent
All hand baggages shall be weighed and ensure passengers
are in compliance with the hand baggage allowance for
business and economy class
Business Class : 02 pcs / 15 kgs
Economy Class : 01 piece / 07 kgs
Passenger have to fill the details..
Check in staff shall affix the required tag to each passenger
hand baggage and to write the weight on the tag then to
sign.

79.

Baggage Tags and Labels
User
Check-in agent/ Gate Staff
When to use? Check in area or Gate:
If passenger require the baby strollers and Wheel
chairs to be at the aircraft instead on the arrival belt
area DAA must be use to alert ramp agent not to send
the item to arrival belt. Instead agent must deliver the
item to the aircraft upon arrival.
Label
image
How to Use?
Place the DAA tag in between end tip of the Limited
release tag or check in bag tag.
User
Ramp staff / Lost and Found Agent
When to use?
In the event of baggage being delayed for any reason, a
rush baggage label shall be completed and affixed to the
mishandled baggage prior to transportation.
The primary function of this tag is for transportation of
mishandled baggage (OHD, Left behind baggage, tag less)
How to Use?
Bag with handle- Use the elastic bond to tag the bag.
Label
image
Box - Remove the sticker and place as visible.
All required details to be filled in along with passenger final
destination in case of transit.

80.

Module 8
Boarding Pass Types
And Procedures

81.

Seating and Boarding Passes
Introduction:
Allocation of seats to passengers is very important function in the handling of a flight
The Boarding Pass:
Every passenger , including infants not occupying seats, must be given a boarding pass before
she/he boards the aircraft
The Boarding Pass Is used to:
1. Identify The passenger
2. Identify The seat Assigned to the passenger
3. Control during seating and boarding
There are three different types of boarding passes:
1. Boarding Passes for joining passengers – Business Class
2. Boarding Passes for joining passengers – Economy Priority Class
3. Boarding Passes for joining passengers – Economy Class

82.

Module 9
Boarding Procedures

83.

Boarding Procedures
Boarding
Ensure that boarding gate is adequately manned
Ensure that staff are available and dedicated for special handling PAX.
Gate checks to identity documents and boarding cards should be done confirm that the
person boarding is identical with the one who checked in baggage (Gate profiling).
If the aircraft is parked at a remote stand, ensure that adequate buses are available to
transport passengers from terminal to the aircraft
Boarding announcements should start from STD -60mins and continue to STD -20mins
Last and final boarding announcements must be made at STD -20mins
Where possible, missing passengers’ names should be announcement to report
immediately to the boarding gate
Ensure that at STD -10 minutes, all the flight documents are handed over to the Captain
and Senior Cabin Crew

84.

Boarding Procedures
Automatic Boarding Procedures
1.
Start automatic boarding at STD -30 minutes without referring to the
Senior Cabin Crew or Captain
2.
If the aircraft is parked in remote stand, then the bus should leave the
terminal early enough to reach the aircraft at STD -30 minutes
3.
In case of technical or ATC delays or any other reasons, the Captain
through the Senior Cabin Crew should instruct ground staff not to board
passengers automatically and to wait for further instructions
4.
In such cases, ground staff should not board passengers automatically
and wait for boarding clearance from the Senior Cabin Crew

85.

Boarding Procedures
Boarding priority:
1. Special Handling Passengers such as wheelchairs, UMs, etc.
2. Families with children
3. All other passengers (Zone wise)
Business Class and priority passengers can board at any time, but not before
STD -30 minutes or after STD -15 minutes
Passengers are not allowed carrying frozen seafood, meat or any other type
of food or drinks on board

86.

Boarding Procedures
Gate No Show
At STD -20 minutes (STD -25 minutes in Dubai), gate staff must identify the missing
passengers and;
1. Inform the Duty Supervisor to search for the missing passengers in immigration, duty
free shops, restaurants, lounges, etc
2. Inform the Dispatcher or Load Controller to put missing passengers’ checked in
baggages on standby
Make the final announcements by passengers’ names
1. At STD -15 minutes (STD -20 minutes in Dubai), GHA boarding gate staff must
2. Confirm to Dispatcher the offloading of the missing passengers
3. Confirm to Dispatcher the offloading of missing passengers’ checked in baggages
4. Upon receiving baggage offloading instructions, the Dispatcher must
5. Immediately offload the baggages
6. Amend the Loadsheet

87.

Boarding Procedures
Gate No Show
1.
If the missing passengers turned up at the boarding gate after STD -15
minutes (STD -20 minutes in Dubai), then the boarding gate staff shall
take the following actions
If the baggages have not yet been located;
1. Accept the passenger for travel
2. Stop baggage offloading process
3. Dispatcher must amend the Loadsheet immediately
If the baggages have been located, but not yet offloaded from the hold;
1.
2.
3.
4.
Accept the passenger for travel
Stop baggage offloading process
Dispatcher must amend the Loadsheet immediately
If the baggages have been located and offloaded from the hold

88.

Boarding Procedures
Flight Documents
The following documents shall be handed over to the Deck Crew;
1. Load sheet.
2. Flight summary / Total Checked in passengers VS total Boarded passengers (.Z – Zone
report for J9 DCS)
3. All passengers boarded list
4. Offloaded passenger list with baggage tag numbers (if applicable)
5. SNOTOC – if required
6. Other documents that might be requested by the Captains
7. Load distribution form (LDF) for E-load Sheet
The following documents that shall be handed over the Senior Cabin Crew;
1.
2.
3.
4.
5.
Copy of load sheet.
Passenger Information List (PIL)
Total passengers accepted list
Special Service Request – SSR List
Flight summary / Total Checked in passengers VS total Boarded passengers (.Z – Zone
report for J9 DCS)
6. Offloaded passenger list
7. Other documents that might be requested by the Senior Cabin Crews

89.

Boarding Procedures
Security Confiscated Items
Jazeera Airways is not liable for all items that are confiscated by the airport
security
Ground staff must not request the Senior Cabin Crew to keep them on
board
Regardless of how important security confiscated items are to the
passengers, ground staff are not authorised to handle confiscated items,
nor keep them in Jazeera Airways custody
Airport Security Department must arrange disposing of confiscated items

90.

Module 10
Connection &
Transfer Passengers
Procedures

91.

Connection & Transfer Passengers Procedures
J9 offers connection facilities to its’ transferring passengers at Kuwait International Airport;
The Minimum Connecting Time (MCT) is one hour
The maximum Connecting Time is eight hours
J9 will be obliged to offer HOTAC and meals to connecting passengers
Originating Station Procedures;
At the check-in counters, staff shall ensure that passengers are holding;
Valid passports & valid visas for their final destinations
Confirmed bookings on J9 onward flights
Confirmed bookings on other airlines onward flights
Particular attention should be paid when connecting through other airlines
Passengers shall be through checked in to final destination, two boarding passes to be
issued
Passenger baggage shall be through checked in to final destination using applicable
baggage label

92.

Connection & Transfer Passengers Procedures
Connection through
OTHER
AIRLINES
J9 FLTS
J9 DCS
1) Issue BAG TAG to final
destination
2) Affix applicable
connection label to bag tag
3) Issue 2 Boarding passes
4) Inform passenger to
report to departure gate at
KWI
4) PSM, PTM, LDM etc...
NON J9 DCS
1) Issue BAG TAG to final
destination
2) Affix applicable
connection label to bag
tag
3) Issue one boarding
pass to KWI
4) Brief PAX to report to
transfer desk to check-in
for final destination
5) PSM, PTM, LDM etc...
1) Issue BAG Tag to final
destination.
2) Affix applicable
connection label
mentioning onward flight
details
3) Inform PAX to contact
Transfer Desk
4) PSM, PTM, LDM etc.....

93.

Connection & Transfer Passengers Procedures
Passengers Tickets
Changes ( Route / Date / Time )
Changes can be done at least 8 hours prior to departure.
Contact sales offices
Cancelations and NO-SHOW
Passengers Are not entitled to any Refunds , if they Cancel their
Flight or Fail to Travel on the booked flights .
TKT cannot be used after No-Show or Cancelation , Passenger
shall be charged go show fare
For CAI STN they can change it within 01 hour from closing
counter time if reported late only.

94.

Module 11
Arrival Procedures

95.

Arrival Procedures
PRE arrival -10 STA/ETA, Ground engineer with headset is available
Bridge operator is in position and preparing the bridge for movement (follow me staff)
All Ground Support Equipment (GSE) and team are in position
PTM, PSM & TPM messages are read and actioned accordingly
Wheelchair and medical high loader are available / buses / steps if required.
Fuel truck is available for re-fuelling/ GPU / ASU / ACU, if required.
All passenger and service doors may only be opened by trained staff or crew
members.
Opening and closing of electrically operated lower compartment doors may only be
performed by loading staff which has been instructed by a station engineer with a
license for A320 aircraft.
Passengers disembarkation via buses or jet ways, only we shall start after senior crew
Clear sign for being ready.
All passengers, except for Special Handling Passenger should disembark first

96.

Delay Procedures
Delay On Board:
If, after five minutes from the scheduled departure time the flight has not left the gate/stand, the
Captain should inform passengers of the reason for and the anticipated length of the delay and
an update announcement shall be given to PAX every 15 minuets.
If the delay prolongs then arrangement for PAX disembarkation process.
Transit pass shall be given to PAX and a record number to be kept.
PAX shall be updated by announcements.
Water shall be offered to PAX depending on delay duration and special handling passengers
are properly looked after.
Once captain is ready for re-boarding remove the transit cards from PAX and ensure same
number is correct.
Advance Notice Cancellations
Call center shall Inform PAX previously and find for them alternative J9 flights without charge.
- Passengers should be offered Service Recovery compensations as per policy
Check-in counter shall be manned as usual in case of any passengers turns up for the
cancelled flight
Cancellation at airport: Then same procedures to be followed with arrangements with call
center to book PAX an alternative flights without charge.
PAX also must kept informed about any changes via public announcements.

97.

Delay Procedures
Flight Disruption Causes
A flight can be rescheduled, delayed, diverted or cancelled because of air traffic control, weather factors,
airport facilities, airport closure, technical reasons, navigational factors, delayed arrival of incoming flight,
flight schedule adjustment, etc..
In-case delay is up to 1 hour:
no need to inform PAX about delay, PAX are not entitled for refund or credit.
PAX decided not to travel are not entitled for refund.
Ensure that airport FIDS are showing correct data, then proceed in check-in normally.
UP to 4 hours:
Call center in Kuwait shall inform as many passenger as they can.
offer PAX alternative flights free of charge / PAX decided not to travel are not entitled for refund or credit.
Ensure that airport FIDS showing correct flight data.
Inform PAX at check in counters and proceed check-in normally.
UP TO 5 hours:
Call center shall inform as many passengers as possible / offer them alternative flights free of charge.
PAX decided not to travel are entitled for refund or credit of effected sector to be used during one year.
Ensure FIDS are showing correct data and inform PAX at check-in counter.
PAX should report back to airport not later than revised time.
PAX kept informed about delay by public announcement.
Special handling passengers should be kept in a safe and served area.
Over 5 hours:
All above and PAX should be offered refreshments as per service recovery.

98.

Diversion Procedures
After KWI OCC inform diversion station
Regional Manager/Station Manager shall arrange all required resources
Airport Authorities shall be informed.
Arrange with GHA that 1 staff should help and assist every 50 PAX.
Depending on the duration of the diversion a disembarkation and providing
meals have to be arranged to PAX in the airport.
If transportation and hotel accommodation needed depending on the diversion
duration will be arranged for PAX and crew as per service agreement.
Captain need to be fully informed about the situation and contacted with OCC.
PAX will be provided manual BP until the re-boarding process.
PAX need to be escorted all the time during providing accommodation and
transportation service, pick -up timing to be arranged with hotels.
During all the entire process, special handling passenger should be looked
after and kept informed about the departure estimate time.

99.

Module 12
IATA Messages

100.

ICAO PHONETIC ALPHABET
DIFFERENT CULTURES AND AS THE AVIATION INDUSTRY IS AN
INTERNATIONAL INDUSTRY BY NATURE, ICAO HAD TO ESTABLISH A
STANDERD FORV SPELLING THE ENGLISH LETTERS WHEN AVIATION
PROFESSIONAL COMMUNICATION WITH EACH OTHER.THE PHONETICS
ARE AS FOLLOWS.

101.

Messages Types
MOVEMENT MESSAGE
MVT
LOAD MESSAGE
LDM
PASSENGER SERVIES MESSAGE
PSM
PASSENGER TRANSFER MESSAGE
PTM

102.

Module 13
Movement Message
(MVT)

103.

Abbreviation in Movement Message (MVT)
AA
ACTUAL ARRIVAL TIME
AD
ACTUAL DEPARTURE TIME
DL
DELAY
DR
DIVERSION REASON
EA
ESTIMATED ARRIVAL TIME
EB
ESTMATED ON-BLOCKS TIME
ED
ESTIMATED DEPARTURE TIME
EO
ESTIMATED TAKE OFF TIME
FR
RETURN FROM AIRBORNE
NI
NEXT INFO
PX
NUMBER OF PASSENGER ON BORD
RR
RETURN TO RAMP

104.

Movement Message (MVT)
A- EXAMPLES OF MVT –MESSAGES:
1-Departure message:
MVT
J9539/25.9K-CAM.CAI
AD1230/1300 EA 1720 KWI
PX123
2- Departure message for delayed flight:
MVT
J9539/25.9K-CAM.CAI
AD1230/1300 EA1720 KWI
DL93/81/0025/0030
PX123
MVT
J9539/25.9K-CAM.ATZ
AD1400/1500 EA1720 KWI
PX123
DL15/0020

105.

Movement Message (MVT)
3-Arrival message:
MVT
J9539/25.9K-CAM.CAI
AA1100/1110
4- Delay message:
MVT
J9539/25.9K-CAM.CAI
ED251300
DL93
SI LATE ARRIVAL
5-Delay message including next information:
MVT
J9539/25.9K-CAM.CAI
NI251000
DL 41 AIRCRAFT DEFECTS DURING TRANSIT OR AFTER POSITIONING OF
AIRCRAFT ON THE RAMP

106.

Module 14
Load Message
(LDM)

107.

Load Message (LDM)- Examples
LDM
J93502/30.9KCAQ.174Y.2/1
-KWI.0/0/0/0.T9350.1/3402.3/2426.4/2110.5/1412.PAX/0.PEM/1
.PEM/3.PEM/4.PEM/5
C/9350
SI A11/C/PEM
A12/C/PEM
A13/C/PEM
A31/C/PEM
A32/C/PEM
A41/C/PEM
A42/C/PEM
CPT5 /C/PEM
____________________________________________________________________________
LDM
J9152/15.9KCAQ.174Y.2/4
-KWI.140/6/0/2.T4308.1/2011.3/1146.4/1151.PAX/146
B/236/4308.C/0
SI 110 BY LDD IN CPT 1
63 BY LDD IN CPT 3
59 BY LDD IN CPT 4
4 BT BAH LDD IN CPT 4 DOOR SIDE
DAA/WCHR/EXP/BBY STRLR LDD IN CPT 5

108.

Module 15
Passenger Service
Message
(PSM)

109.

Passenger Service Message (PSM)
PSM
J9534/20APR KWI PART1
-CAI 13PAX / 13SSR
BLND 000C 001Y
INFT 000C 010Y
WCHR 000C 001Y
WCHS 000C 001Y
C CLASS NIL
Y CLASS 13PAX / 13SSR
1AHMED/ZEINAB MS 13A
INFT
1ALNASAFI/BATLAH MRS 16A
INFT
1ALNESAFI/AISHA MRS 17A
INFT
1ELMALATAWY/ISRAAMOHAMED MRS 10A
INFT
1KAKOLI/MOSA MR 29B
BLND
1RABIE/HALA MRS 6D
WCHR 13
1SALMAN/SOUAD MRS 7A
WCHS CAN WALK SHORT DISTANCE OWN WCHR
1SHABANA/NEHAL MRS 21B
INFT
ENDPSM