Chapter 01 항공운송산업의 이해제1절 항공운송산업 기본 개념······························································21 하늘의 자유·운수권·항공협정······················································22 국내외 항공기구········································································123 항공사의 구분············································································17Chapter 02 항공사 여객운송·공항서비스의 이해제1절 공항시설의 이해··········································································221 Land Side··················································································222 Air Side(Ramp Side)·······································································23제2절 우리나라 주요공항 및 국적항공사 보유 항공기 소개·········231 국내 주요 공항과 도심공항터미널·············································232 국적항공사 보유 항공기····························································33제3절 발권Ticketing과 탑승수속Check-in의 이해···································441 발권(Ticketing)과 항공권(Air Ticket)················································442 탑승수속(Check-in)과 탑승권(Boarding Pass)····································45제4절 PSSPassenger Service System····························································471 목적과 기능················································································482 주요 PSS····················································································49제5절 항공사 여객운송·공항서비스 조직·······································521 항공사 본사 운송공항서비스 관리 및 지원 조직·······················52제6절 국내 주요 항공사 상용고객 우대 프로그램 Frequent Flyer Program,마일리지 제도·······················································································551 대한항공····················································································552 아시아나항공·············································································593 국내 저비용항공사 상용고객우대프로그램(Frequent Flyer Program)···································································61Chapter 03 항공사 여객운송· 공항서비스 실무제1절 공항에서의 업무 ·········································································681 공항 업무의 흐름·······································································682 국내선과 국제선········································································68제2절 출입국 규정···················································································731 여권····························································································732 각 국가의 출입국 규정·······························································76제3절 탑승자 사전확인제도·······························································1011 탑승자 사전확인 제도(i-PreChecking System)································1012 탑승자 사전 확인 시스템 응답에 따른 조치 유형 ···················108제4절 출·도착 및 환승 업무·····························································1141 출발 업무·················································································1142 도착 업무·················································································1223 환승 업무·················································································125제5절 도움이 필요한 승객···································································1261 비동반 소아··············································································1262 장애인 승객··············································································1283 휠체어 사용 승객·····································································1304 감성보조동물의 동반탑승························································1325 임산부······················································································1336 주사기 소지 승객·····································································1337 체내 의료용 장비가 삽입되어 있는 승객·································134제6절 Special Handling·····································································1351 Denied Boarding·····································································1352 INAD & DEPO·········································································1353 알코올/마약중독자, 위해가 의심되는 승객·····························1374 범죄인 등의 호송 절차·····························································138제7절 기타 업무·····················································································1391 MAAS(Meet & Assist)···································································1392 공항 방송·················································································140제8절 수하물 업무·················································································1471 휴대수하물···············································································1472 위탁수하물···············································································1523 특수수하물···············································································1534 수하물의 종가요금(Valuation Charge) 신고···································1605 수하물 사고처리 업무······························································160Chapter 04 탑재관리, 여객기의 항공화물, 위험품제1절 탑재관리·····················································································1701 Weight & Balance ··································································1702 Load Control···········································································177제2절 여객기의 항공화물···································································1831 항공화물운송···········································································1832 화물 운송 공항서비스 실무······················································188제3절 위험물··························································································1891 위험물의 분류··········································································1902 여객운송에서의 위험물···························································1923 기장에 대한 통보사항(Notification to Captain)·······························2054 위험물의 라벨링······································································206Chapter 05 항공사의 여객운송·공항서비스 업무 교육제1절 법정교육······················································································2121 항공보안교육···········································································2122 SMS(Safety Management System) 교육············································2143 위험물교육···············································································2154 항공교통약자서비스 교육························································2175 개인정보보호교육····································································2186 산업안전보건교육····································································2197 직장 내 성희롱 예방교육·························································219제2절 여객운송·공항서비스 교육···················································2201 직무교육··················································································2202 Phonetic Alphabet··································································2223 항공용어 ·················································································2234 항공사의 IATA/ICAO 코드·······················································2305 공항의 IATA/ICAO 코드···························································231Chapter 06 비정상운항 처리 절차제1절 비정상운항··················································································2441 비정상운항의 정의···································································244제2절 비정상운항 시의 업무······························································2471 보상서비스 적용 대상······························································2472 비정상운항 보상서비스 기준···················································2483 지연 및 결항 시의 공항서비스·················································2494 이동지역 내 지연 발생시의 조치·············································250Chapter 07 운송약관 및 항공소비자 권익제1절 여객운송약관·············································································2541 항공사의 여객운송약관···························································254제2절 바르샤바 조약과 몬트리올 협약············································2561 바르샤바 조약(Warsaw Convention)···············································2562 헤이그 의정서(Hague Protocol)····················································2563 몬트리올 협약(Montreal Convention)·············································2574 각 조약과 협약의 책임한도······················································257제3절 우리나라의 법령········································································2581 항공사업법 제5장 항공교통이용자보호··································2582 항공교통이용자 보호기준························································2643 대한민국 상법··········································································2654 소비자분쟁해결기준································································266Chapter 08 Post COVID-19 시대의 공항서비스제1절 지나온 길·····················································································272제2절 변화하는 공항서비스·······························································2731 포스트 코로나 이후 변화될 체크인 업무·································2732 비대면 서비스의 강화······························································2753 정책의 변화··············································································2764 다가올 변화··············································································278제3절 뉴 노멀New-Normal 시대의 도래················································282항공 약어 및 용어···················································································284참고문헌····································································································293