PASSENGER SERVICE PROGRAMME COURSE DESCRIPTION

Code	Name of the Course Unit	Semester	In-Class Hours (T+P)	Credit	ECTS Credit
HIY419	PASSENGER SERVICE	7	3	3	8

GENERAL INFORMATION
Language of Instruction :	Turkish
Level of the Course Unit :	BACHELOR'S DEGREE, TYY: + 6.Level, EQF-LLL: 6.Level, QF-EHEA: First Cycle
Type of the Course :	Compulsory
Mode of Delivery of the Course Unit	-
Coordinator of the Course Unit	Prof. SEZER CİHAN KESKEN
Instructor(s) of the Course Unit	Assist.Prof. AHMET DENİZ
Course Prerequisite	No

OBJECTIVES AND CONTENTS
Objectives of the Course Unit:	This course aims to teach all the procedures to be done for passengers at the airport.
Contents of the Course Unit:	The contents of the course include the subjects such as all procedures, terms and behaviours related to passenger services.

KEY LEARNING OUTCOMES OF THE COURSE UNIT (On successful completion of this course unit, students/learners will or will be able to)
Explain the terms related to passenger services.
Distinguish the content and functions of documents used in passenger services.
Contact between the third organizations and service relations at the airport.
Explain passenger entrance and exit operations to the airport and the plane; and explain problem solving, information giving, orientation techniques.

WEEKLY COURSE CONTENTS AND STUDY MATERIALS FOR PRELIMINARY & FURTHER STUDY
Week	Preparatory	Topics(Subjects)	Method
1	Internet Research on the subject	Passenger Services Concept	Visual supported Lecture
2	Internet Research on the subject	Travel Documents in Aviation	Visual supported Lecture
3	Internet Research on the subject	Travel Documents in Aviation	Visual supported Lecture
4	Internet Research on the subject	Content and functions of documents used in passenger services	Visual supported Lecture
5	Internet Research on the subject	Counter and Luggage Tag Operations	Visual supported Lecture
6	Internet Research on the subject	Check-in Operations	Visual supported Lecture
7	Internet Research on the subject	Flight Analysis	Visual supported Lecture
8	-	MID-TERM EXAM	-
9	Internet Research on the subject	Communication	Visual supported Lecture
10	Internet Research on the subject	Passengers requiring Private Service	Visual supported Lecture
11	Internet Research on the subject	Passengers requiring Private Service	Visual supported Lecture
12	Internet Research on the subject	Flight Disruptions	Visual supported Lecture
13	Internet Research on the subject	Services for Incoming Passenger and Departing Passengers	Visual supported Lecture
14	Internet Research on the subject	Passenger Services Message Traffic	Visual supported Lecture
15	Internet Research on the subject	Lost Property Operations	Visual supported Lecture
16	-	FINAL EXAM	-
17	-	FINAL EXAM	-

SOURCE MATERIALS & RECOMMENDED READING
SHGM. (2013). Yolcu Hizmetleri. Ankara: Pegem Academy Publications.
Colin C. Law- Mary R. Doerflein. (2013). Introduction to Airline Ground Service. (1st edition). Cengage Learning Asia.

ASSESSMENT
Assessment & Grading of In-Term Activities	Number of Activities	Degree of Contribution (%)	Description

Level of Contribution
0	1	2	3	4	5

KNOWLEDGE
Theoretical
	Programme Learning Outcomes	Level of Contribution
		0	1	2	3	4	5
1	Explain the historical development process of Aviation Management.					4
2	Use computer programs related to Aviation Transportation.						5
3	Define basic concepts related with aviation management.						5

KNOWLEDGE
Factual
	Programme Learning Outcomes	Level of Contribution
		0	1	2	3	4	5
1	Relate the information and facts in the field with other social sciences such as law, sociology, philosophy and history.					4
2	Classify the relationship between the basic functions of the business and the interactions between these functions.						5
3	Apply knowledge and skills related to his / her field by considering the legal aspect of occupational health and safety.						5
4	Explain the concepts of entrepreneurship and innovation with the field.						5

SKILLS
Cognitive
	Programme Learning Outcomes	Level of Contribution
		0	1	2	3	4	5
1	Manage operational activities related to the airline.						5
2	Gain lifelong learning skills and use knowledge of the field in the business life with the awareness of social responsibility.						5

SKILLS
Practical
	Programme Learning Outcomes	Level of Contribution
		0	1	2	3	4	5
1	Prepare written agreements with relevant institutions in accordance with the legislation.						5
2	Perform the theoretical and practical knowledge related to the field with appropriate analytical methods and modeling techniques in business life.						5
3	Manage all phases from planning to implementation of aviation operations as a member of a team.						5
4	Cooperate with stakeholders related to air transport.						5
5	Develop the modern techniques and tools necessary for applications related to the field.					4

OCCUPATIONAL
Autonomy & Responsibility
	Programme Learning Outcomes	Level of Contribution
		0	1	2	3	4	5
1	Execute a study in his/her field independently.					4
2	Decide as an individual or a team member to solve the problems encountered in applications related to the field.					4

OCCUPATIONAL
Learning to Learn
	Programme Learning Outcomes	Level of Contribution
		0	1	2	3	4	5
1	Evaluate advanced knowledge and skills in his/her field with a critical approach.				3
2	Apply activities to improve his/her performance and his / her responsibility in line with the learning objectives by determining the learning needs.					4

OCCUPATIONAL
Communication & Social
	Programme Learning Outcomes	Level of Contribution
		0	1	2	3	4	5
1	Communicate with people and institutions related to the field in writing and verbally.						5
2	Explain his/her thoughts on the issues related to the field and suggestions for solutions to the problems by the related departments by using supporting quantitative and qualitative data.					4
3	Organize projects and activities for the social environment with social responsibility consciousness and to be able to apply those.				3

OCCUPATIONAL
Occupational and/or Vocational
	Programme Learning Outcomes	Level of Contribution
		0	1	2	3	4	5
1	Manage airports and terminal operations efficiently using aviation and business information.					4

WORKLOAD & ECTS CREDITS OF THE COURSE UNIT
Workload for Learning & Teaching Activities
Type of the Learning Activites	Learning Activities (# of week)	Duration (hours, h)	Workload (h)
Lecture & In-Class Activities	14	3	42
Preliminary & Further Study	14	3	42
Land Surveying	0	0	0
Group Work	0	0	0
Laboratory	0	0	0
Reading	0	0	0
Assignment (Homework)	3	30	90
Project Work	0	0	0
Seminar	0	0	0
Internship	0	0	0
Technical Visit	0	0	0
Web Based Learning	0	0	0
Implementation/Application/Practice	0	0	0
Practice at a workplace	0	0	0
Occupational Activity	0	0	0
Social Activity	0	0	0
Thesis Work	0	0	0
Field Study	0	0	0
Report Writing	0	0	0
Final Exam	1	1	1
Preparation for the Final Exam	1	15	15
Mid-Term Exam	1	1	1
Preparation for the Mid-Term Exam	1	10	10
Short Exam	0	0	0
Preparation for the Short Exam	0	0	0
TOTAL	35	0	201