Course Information
SemesterCourse Unit CodeCourse Unit TitleT+P+LCreditNumber of ECTS CreditsLast Updated Date
1SHU105Passenger service2+0+02222.04.2026

 
Course Details
Language of Instruction Turkish
Level of Course Unit Associate Degree
Department / Program Civil Air Transportation Management
Type of Program Formal Education
Type of Course Unit Compulsory
Course Delivery Method Face To Face
Objectives of the Course The aim of this course is to provide students with the fundamental knowledge and skills related to ticketing, travel documents, boarding, special passenger handling, messaging, and lost baggage procedures within the scope of passenger services, enabling them to understand the practical applications in these areas.
Course Content This course aims to provide students with fundamental knowledge of passenger service processes, passenger tickets, travel types, and travel documents. Accordingly, check-in, baggage claim, boarding, arrival, and lost baggage processes are examined in detail; the types of messages used in passenger services, the needs of passengers requiring special services (disabled, elderly, pregnant, unaccompanied minors, deportees, etc.), and the procedures for these passengers are discussed. Flight disruptions, passenger rights, and current industry practices are also included in the course to enable students to develop both theoretical knowledge and practical skills.
Course Methods and Techniques
Prerequisites and co-requisities None
Course Coordinator None
Name of Lecturers Instructor Erdem CEVHER erdem.cevher@gedik.edu.tr
Assistants None
Work Placement(s) No

Recommended or Required Reading
Resources Anadolu University, Open Education Faculty, Passenger Services Textbook, ICAO and IATA Documents, General Directorate of Civil Aviation, Passenger Services, 2013.
Course Notes Anadolu University, Open Education Faculty, Passenger Services Textbook, ICAO and IATA Documents, General Directorate of Civil Aviation, Passenger Services, 2013.
Documents Anadolu Üniversitesi, Açıköğretim Fakültesi, Yolcu Hizmetleri Ders Kitabı, ICAO ve IATA Dokümanları, Sivil Havacılık Genel Müdürlüğü, Yolcu Hizmetleri, 2013.

Course Category
Field %100

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
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ECTS Allocated Based on Student Workload
Activities Quantity Duration Total Work Load
Course Duration 15 2 30
Hours for off-the-c.r.stud 15 1 15
Mid-terms 1 5 5
Final examination 1 10 10
Total Work Load   Number of ECTS Credits 2 60

 
Course Learning Outcomes: Upon the successful completion of this course, students will be able to:
NoLearning Outcomes
1 Understands the place of passenger services in the aviation system.
2 The passenger recognizes the type of travel and travel documents required for tickets.
3 Flight and boarding procedures
4 Knows the needs and procedures of passengers requiring special services.
5 Knows and can read the types of messages used in Passenger Services.

 
Weekly Detailed Course Contents
WeekTopicsStudy MaterialsMaterials
1 General Information about the Concept of Aviation (Historical Development, Organizations, Basic Terms and Concepts) and Definition of Passenger Services.
2 International and National Aviation Authorities (ICAO, IATA, DGCA) and Passenger Services Regulations
3 Travel Points and Terms (Stopover, Transit, Transfer, etc.)
4 Travel and Ticket Types (OW, RT, CT, e-ticket, interline agreements)
5 Travel Documents (Passport, Visa, Health Certificates, etc.)
6 Document Control and Security (Suspicious Passengers, Fake Documents)
7 Flight Acceptance (Check-in Procedures, Online Check-in, Self Check-in)
8 Midterm Exam
9 Baggage Acceptance Procedures (Limits, Excess Baggage, Self Bag- drop  Procedures)
10 Boarding Procedures (Boarding Processes, Mobile Boarding Pass, Boarding Scenarios)
11 Passengers Requiring Special Services (Disabled, Elderly, Pregnant, UM, PETC, etc.)
12 Passengers Requiring Special Services II (INAD, Deportee, Prisoner, etc.)
13 Flight Disruptions and Passenger Rights (Overbooking, Denied Boarding, Delay, Cancellation, etc.)
14 Passenger Services Messages and Arrival Processes (Baggage Claim, Transfer, Customs)
15 Lost Baggage Processes, Forms (PIR, AHL, etc.) and Practical Scenario Studies

 
Contribution of Learning Outcomes to Programme Outcomes
P1 P2 P3 P4 P5 P6 P7 P8 P9 P10 P11 P12 P13 P14
C1 5 5 5 5
C2 5
C3 5 5 5 5
C4 5 5
C5 5 5

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  https://obs.gedik.edu.tr/oibs/bologna/progCourseDetails.aspx?curCourse=268427&curProgID=5742&lang=en