항공사 여객운송 공항서비스 실무(2판)

[도서소개]

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.

[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 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

[저자소개]

김한성

-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)

강설민

-약력-

총신대학교 영어교육과 졸업

전) 에어프레미아㈜ 공항서비스운영팀

전) 에어서울㈜ 인천공항서비스지점

전) 유네스코한국위원회 유네스코학교팀