항공사 여객운송 공항서비스 실무(3판)

[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 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

[저자소개]

김한성

성균관대학교 경영학, 한국철학 전공

숭실대학교 국제통상대학원 석사(졸업)

인천대학교 동북아물류대학원 박사(수료)

현) 경인여자대학교 항공관광과 전임교수 (조교수)

    국토교통부 항공안전기술원 자문위원

전) 한양여자대학교 항공과 겸임교수

    에어프레미아㈜ 경영개선 팀장

    에어서울㈜ 경영전략 팀장

    아시아나항공㈜ 미얀마 양곤지점장, 베트남 다낭영업소장, 미국 사이판지점 공항소장, 전략기획팀, 국제업무팀

박다현

경인여자대학교 항공관광학과 졸업

한국항공대학교 항공교통물류학부 석사

전) 이스타포트 인천공항지점 여객운송서비스 담당

연구논문

• 잡 크래프팅이 개인-직무 부합과 직장만족에 미치는 영향: LCC항공사 지상직 직원을 대상으로(2020)

윤준노

한국 외국어 대학교 서양어대학 스페인어과 졸업

경기대학교 서비스경영전문대학원 서비스경영전공 재학중

현) 금호아시아나그룹 에이큐 주식회사 대표이사

전) 아시아나항공 한국지역본부 판매기획팀장

    아시아나항공 시애틀지점

강설민

총신대학교 영어교육과 졸업

현) 질병관리청 산하 대한결핵협회

전) 에어프레미아㈜ 공항서비스운영팀

    에어서울㈜ 인천공항서비스지점

    유네스코한국위원회 유네스코학교팀