추가 적립 안내

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 탑승자 사전확인제도·······························································101

1 탑승자 사전확인 제도(i-PreChecking System)································101

2 탑승자 사전 확인 시스템 응답에 따른 조치 유형 ···················108

제4절 출·도착 및 환승 업무·····························································114

1 출발 업무·················································································114

2 도착 업무·················································································122

3 환승 업무·················································································125

제5절 도움이 필요한 승객···································································126

1 비동반 소아··············································································126

2 장애인 승객··············································································128

3 휠체어 사용 승객·····································································130

4 감성보조동물의 동반탑승························································132

5 임산부······················································································133

6 주사기 소지 승객·····································································133

7 체내 의료용 장비가 삽입되어 있는 승객·································134

제6절 Special Handling·····································································135

1 Denied Boarding·····································································135

2 INAD & DEPO·········································································135

3 알코올/마약중독자, 위해가 의심되는 승객·····························137

4 범죄인 등의 호송 절차·····························································138

제7절 기타 업무·····················································································139

1 MAAS(Meet & Assist)···································································139

2 공항 방송·················································································140

제8절 수하물 업무·················································································147

1 휴대수하물···············································································147

2 위탁수하물···············································································152

3 특수수하물···············································································153

4 수하물의 종가요금(Valuation Charge) 신고···································160

5 수하물 사고처리 업무······························································160

Chapter 04 탑재관리, 여객기의 항공화물, 위험품

제1절 탑재관리·····················································································170

1 Weight & Balance ··································································170

2 Load Control···········································································177

제2절 여객기의 항공화물···································································183

1 항공화물운송···········································································183

2 화물 운송 공항서비스 실무······················································188

제3절 위험물··························································································189

1 위험물의 분류··········································································190

2 여객운송에서의 위험물···························································192

3 기장에 대한 통보사항(Notification to Captain)·······························205

4 위험물의 라벨링······································································206

Chapter 05 항공사의 여객운송·공항서비스 업무 교육

제1절 법정교육······················································································212

1 항공보안교육···········································································212

2 SMS(Safety Management System) 교육············································214

3 위험물교육···············································································215

4 항공교통약자서비스 교육························································217

5 개인정보보호교육····································································218

6 산업안전보건교육····································································219

7 직장 내 성희롱 예방교육·························································219

제2절 여객운송·공항서비스 교육···················································220

1 직무교육··················································································220

2 Phonetic Alphabet··································································222

3 항공용어 ·················································································223

4 항공사의 IATA/ICAO 코드·······················································230

5 공항의 IATA/ICAO 코드···························································231

Chapter 06 비정상운항 처리 절차

제1절 비정상운항··················································································244

1 비정상운항의 정의···································································244

제2절 비정상운항 시의 업무······························································247

1 보상서비스 적용 대상······························································247

2 비정상운항 보상서비스 기준···················································248

3 지연 및 결항 시의 공항서비스·················································249

4 이동지역 내 지연 발생시의 조치·············································250

Chapter 07 운송약관 및 항공소비자 권익

제1절 여객운송약관·············································································254

1 항공사의 여객운송약관···························································254

제2절 바르샤바 조약과 몬트리올 협약············································256

1 바르샤바 조약(Warsaw Convention)···············································256

2 헤이그 의정서(Hague Protocol)····················································256

3 몬트리올 협약(Montreal Convention)·············································257

4 각 조약과 협약의 책임한도······················································257

제3절 우리나라의 법령········································································258

1 항공사업법 제5장 항공교통이용자보호··································258

2 항공교통이용자 보호기준························································264

3 대한민국 상법··········································································265

4 소비자분쟁해결기준································································266

Chapter 08 Post COVID-19 시대의 공항서비스

제1절 지나온 길·····················································································272

제2절 변화하는 공항서비스·······························································273

1 포스트 코로나 이후 변화될 체크인 업무·································273

2 비대면 서비스의 강화······························································275

3 정책의 변화··············································································276

4 다가올 변화··············································································278

제3절 뉴 노멀New-Normal 시대의 도래················································282

항공 약어 및 용어···················································································284

참고문헌····································································································293