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이 책은 항공경영학이나 항공서비스학을 전공하는 학생과 항공사, 지상조업사 등 항공운송산업 관련 기업에 취업을 원하는 독자들이 항공사 여객운송공항서비스를 이해함으로써

학문 정진과 취업 준비에 도움이 되도록 쓰여졌다. 특히 저자들이 두 번의 신생항공사 설립에 참여하며 체득한 최신 실무자료를 최대한 반영하도록 노력했다.

Chapter 01 항공운송산업의 이해
제1절 항공운송산업 기본 개념········································· 2
1 하늘의 자유·운수권·항공협정············································· 2
2 국내외 항공기구······························································· 12
3 항공사의 구분·································································· 17
Chapter 02 항공사 여객운송· 공항서비스의 이해
제1절 공항시설의 이해················································ 22
1 Land Side······································································· 22
2 Air Side(Ramp Side)······················································ 23
제2절 우리나라 주요공항 및 국적항공사 보유 항공기 소개········ 23
1 국내 주요 공항과 도심공항터미널······································ 23
2 국적항공사 보유 항공기···················································· 33
제3절 발권Ticketing과 탑승수속Check-in의 이해······················ 44
1 발권(Ticketing)과 항공권(Air Ticket)······························· 44
2 탑승수속(Check-in)과 탑승권(Boarding Pass)················ 45
제4절 PSSPassenger Service System···································· 47
1 목적과 기능······································································ 48
2 주요 PSS········································································· 49
제5절 항공사 여객운송·공항서비스 조직··························· 52
1 항공사 본사 운송공항서비스 관리 및 지원 조직··················· 52
제6절 국내 주요 항공사 상용고객 우대 프로그램 Frequent Flyer Program, 마일리지 제도······················································· 55
1 대한항공·········································································· 55
2 아시아나항공··································································· 59
3 국내 저비용항공사 상용고객우대프로그램
(Frequent Flyer Program)·············································· 61
Chapter 03 항공사 여객운송·공항서비스 실무
제1절 공항에서의 업무 ··············································· 68
1 공항 업무의 흐름······························································ 68
2 국내선과 국제선······························································· 68
제2절 출입국 규정····················································· 73
1 여권················································································· 73
2 각 국가의 출입국 규정······················································· 76
제3절 출·도착 및 환승 업무·········································101
1 출발 업무······································································· 101
2 도착 업무······································································· 109
3 환승 업무······································································· 111
제4절 도움이 필요한 승객············································112
1 비동반 소아···································································· 112
2 장애인 승객···································································· 114
3 휠체어 사용 승객···························································· 117
4 감성보조동물의 동반탑승················································ 118
5 임산부··········································································· 119
6 주사기 소지 승객···························································· 120
7 체내 의료용 장비가 삽입되어 있는 승객··························· 120
제5절 Special Handling············································121
1 Denied Boarding························································· 121
2 INAD & DEPO······························································· 122
3 알코올/마약중독자, 위해가 의심되는 승객······················· 124
4 범죄인 등의 호송 절차····················································· 124
제6절 기타 업무······················································125
1 MAAS(Meet & Assist)·················································· 125
2 공항 방송······································································· 126
제7절 수하물 업무····················································134
1 휴대수하물····································································· 134
2 위탁수하물····································································· 138
3 특수수하물····································································· 140
4 수하물의 종가요금(Valuation Charge) 신고··················· 146
5 수하물 사고처리 업무····················································· 146
Chapter 04 탑재관리,여객기의 항공화물,위험품
제1절 탑재관리·······················································156
1 Weight & Balance ······················································ 156
2 Load Control································································ 163
제2절 여객기의 항공화물············································169
1 항공화물운송································································· 169
2 화물 운송 공항서비스 실무·············································· 174
제3절 위험물··························································176
1 위험물의 분류································································ 177
2 여객운송에서의 위험물··················································· 178
3 기장에 대한 통보사항(Notification to Captain)·············· 191
4 위험물의 라벨링····························································· 192
Chapter 05 항공사의 여객운송·공항서비스 업무 교육
제1절 법정교육·······················································198
1 항공보안교육································································· 198
2 SMS (Safety Management System) 교육···················· 200
3 위험물교육····································································· 201
4 항공교통약자서비스 교육················································ 203
5 개인정보보호교육··························································· 204
6 산업안전보건교육··························································· 205
7 직장 내 성희롱 예방교육················································· 205
제2절 여객운송·공항서비스 교육···································206
1 직무교육········································································ 206
2 Phonetic Alphabet······················································· 208
3 항공용어 ······································································· 209
4 항공사의 IATA/ICAO 코드·············································· 216
5 공항의 IATA/ICAO 코드················································· 217
Chapter 06 비정상운항 처리 절차
제1절 비정상운항·····················································230
1 비정상운항의 정의·························································· 230
제2절 비정상운항 시의 업무·········································233
1 보상서비스 적용 대상····················································· 233
2 비정상운항 보상서비스 기준············································ 234
3 지연 및 결항 시의 공항서비스·········································· 235
4 이동지역 내 지연 발생시의 조치······································ 236
Chapter 07 운송약관 및 항공소비자 권익
제1절 여객운송약관··················································240
1 항공사의 여객운송약관··················································· 240
제2절 바르샤바 조약과 몬트리올 협약······························242
1 바르샤바 조약(Warsaw Convention)····························· 242
2 헤이그 의정서(Hague Protocol)···································· 242
3 몬트리올 협약 (Montreal Convention)·························· 243
4 각 조약과 협약의 책임한도·············································· 243
제3절 우리나라의 법령···············································244
1 항공사업법 제5장 항공교통이용자보호···························· 244
2 항공교통이용자 보호기준················································ 250
3 대한민국 상법································································ 251
4 소비자분쟁해결기준······················································· 252
Chapter 08 Post COVID-19 시대의 공항서비스
제1절 지나온 길·······················································258
제2절 변화하는 공항서비스··········································259
1 비대면 서비스의 강화····················································· 259
2 정책의 변화···································································· 260
3 다가올 변화···································································· 263
제3절 뉴 노멀New-Normal 시대의 도래······························263