항공사 여객운송 공항서비스 실무 - 3판
- 저자
- 김한성 외 지음
- 출판사
- 한올출판사
- 출판일
- 2022-01-09
- 등록일
- 2022-06-27
- 파일포맷
- 파일크기
- 34MB
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책소개
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.
저자소개
-약력-
성균관대학교 경영학, 한국철학 전공
숭실대학교 국제통상대학원 석사(졸업)
인천대학교 동북아물류대학원 박사(수료)
현) 한양여자대학교 항공과 겸임교수
현) 플라이강원㈜ 베트남 사업부 담당
전) 에어프레미아㈜ 경영개선팀장
전) 에어서울㈜ 경영전략팀장
전) 아시아나항공㈜ 미얀마 양곤지점장, 베트남 다낭영업소장, 미국 사이판지점 공항소장, 전략기획팀, 국제업무팀
-연구논문-
항공운송산업 서머타임 도입 필요성(2006)
한국과 중국 산동성 항공자유화에 따른 국내 항공운송산업 영향(2007)
우리나라 항공운송자유화의 영향분석(2007)
한-중 항공운송자유화 영향 분석(2007)
항공자유화 연구(2011)
목차
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
