PASSANGER SERVICES PROGRAMME COURSE DESCRIPTION

Code	Name of the Course Unit	Semester	In-Class Hours (T+P)	Credit	ECTS Credit
SHP137	PASSANGER SERVICES	1	2	2	4

GENERAL INFORMATION
Language of Instruction :	Türkçe
Level of the Course Unit :	ÖNLİSANS, TYY: + 5.Düzey, EQF-LLL: 5.Düzey, QF-EHEA: Kısa Düzey
Type of the Course :	Zorunlu
Mode of Delivery of the Course Unit	-
Coordinator of the Course Unit	Dr.Öğr.Üyesi EKREM SÜZEN
Instructor(s) of the Course Unit	Öğr.Gör. ZEYNEP HANDAN ULUKUZ
Course Prerequisite	No

OBJECTIVES AND CONTENTS
Objectives of the Course Unit:	Uçuş operasyonlarının aksamaması için havalimanı yolcu hizmetleri opereasyonlarına hakim çalışan, üreten ve emniyetten ödün vermeyen elemanlar yetiştirmektir.
Contents of the Course Unit:	Yolcu hizmetleri temel kavramlarının öğretilmesi, bilet ve bilet çeşitleri, Check in işlemleri, Giden Gelen Yolcu Hizmetleri, Özel hizmet gerektiren yolcuların işlemlerinin öğretilmesi. Fazla bagaj uygulamaları, Geciken Kayıp ve Hazarlı Bagajlar, Pasaport ve vize kontrollerinin öğretilmesi.

KEY LEARNING OUTCOMES OF THE COURSE UNIT (On successful completion of this course unit, students/learners will or will be able to)
Yolcu hizmetlerini tanımlar.
Check-in ve boarding uygulamalarını bilir.
Yolcu hizmetleri temel kavramlarını bilir.
Yolcu hizmetleri bölümünün bir parçası olan kayıp, hasarlı bagaj ve özel hizmete ihtiyaç duyan yolcular ile ilgili yapılması gereken uygulamaları bilir.

WEEKLY COURSE CONTENTS AND STUDY MATERIALS FOR PRELIMINARY & FURTHER STUDY
Week	Preparatory	Topics(Subjects)	Method
1	Bölüm Okuma	Yolcu Hizmetlerine Giriş Ve Yolcu Hizmetlerindeki Öncelikler	sunum, anlatım, soru-cevap
2	Bölüm Okuma	Yolcu Hizmetleri Kapsamındaki Görevler Ve Özellikleri	sunum, anlatım, soru-cevap
3	Bölüm Okuma	Uçuş Türleri	sunum, anlatım, soru-cevap
4	Bölüm Okuma	Yolcu Kategorileri	sunum, anlatım, soru-cevap
5	Bölüm Okuma	Rezervasyon	sunum, anlatım, soru-cevap
6	Bölüm Okuma	Check-ın Ve Uçağa Biniş İşlemleri	sunum, anlatım, soru-cevap
7	Bölüm Okuma	Yolcu Ve Bagaj Trafik Yönetimi	sunum, anlatım, soru-cevap
8	-	ARA SINAV	-
9	Bölüm Okuma	İkram / Servis	sunum, anlatım, soru-cevap
10	Bölüm Okuma	Yolcu Hizmetleri Ve Terminaller	sunum, anlatım, soru-cevap
11	Bölüm Okuma	Yolcu Hizmetlerinde Kişilerarası İletişim	sunum, anlatım, soru-cevap
12	Bölüm Okuma	Yolcu Hizmetlerinde Hataya Neden Olan Faktörler	sunum, anlatım, soru-cevap
13	Bölüm Okuma	Ekip Kaynakları Yönetimi	sunum, anlatım, soru-cevap
14	Bölüm Okuma	Yolcu Hizmetlerinde Eğitim	sunum, anlatım, soru-cevap
15	Bölüm Okuma	Yolcu Hizmetlerinde Eğitim	sunum, anlatım, soru-cevap
16	-	FİNAL	-
17	-	FİNAL	-

SOURCE MATERIALS & RECOMMENDED READING
LAW, Colin C. (2018), A Practical Guide to Airline Customer Service: From Airline Operations to Passenger Services, BrownWalker Press.
ERGÜN, N,YAVUZ, N, ATEŞ, S, (2018) Yolcu Hizmetleri. Eskişehir: Anadolu Üniversitesi Açıköğretim Yayınları.
SİVİL HAVACILIK GENEL MÜDÜRLÜĞÜ, (2013). Yolcu Hizmetleri. Pegem Akadem! Yayıncılık. Ankara.
KARAGÜLLE, Ö. (2013). Yolcu Hizmetleri İSTANBUL ÜNİVERSİTESİ AÇIK VE UZAKTAN EĞİTİM FAKÜLTESİ.
KARAGÜLLE, A.Ö., BİRGÖREN, T. (2013) Havayolu Taşımacılığında Uçucu Ekip Yönetimi

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	General concepts in the field of Civil Aviation Administration defines / explains.				3
2	Civil Aviation Management program located in the terminology defines / explains.				3
3	Civil Air Transportation Management identifies the computer programs used in the field.	0
4	Civil Aviation Management concept explains the historical process of the past to the present.		1
5	Understands basic functions of business relationships between. Cross-functional relationships and interactions classify and explain.	0

KNOWLEDGE
Factual
	Programme Learning Outcomes	Level of Contribution
		0	1	2	3	4	5
1	Makes/explains conceptual definitions about the field.				3
2	Defines/explains aviation terminology.				3
3	Uses computerized support systems.	0
4	Knows/explains the historical development of the aviation industry.		1
5	Have knowledge of business functions, uses information in business life.	0

SKILLS
Cognitive
	Programme Learning Outcomes	Level of Contribution
		0	1	2	3	4	5
1	with the relevant institutions in the field of Civil Aviation Administration (Airline companies, handling companies, etc.) makes written agreement in accordance with legislation.	0
2	Civil Aviation Administration in the field of communications, information storage and have stored the information for the purpose it uses computer programs.	0
3	Life-long learning skills, gaining knowledge about the field, uses awareness of social responsibility in business.		1
4	Civil Aviation Administration of the knowledge gained in the field, and with people who are experts, with effective presentation and language skills to express share.			2
5	evaluating business applications of existing applications, adaptation to changing environmental conditions to ensure that develops new proposals with interdisciplinary comparisons. take responsibility; develop entrepreneurial competencies individually or as a team member.		1

SKILLS
Practical
	Programme Learning Outcomes	Level of Contribution
		0	1	2	3	4	5
1	Knows the relevant regulations and directives in the field, makes appropriate correspondence.	0
2	Uses computer software/programs used in the related field.	0
3	Gains lifelong learning skills/uses information in business life.		1
4	Gains the skill of explaining the information learned about the aviation industry to others.			2
5	Interprets, evaluates and analyzes business practices.		1

OCCUPATIONAL
Autonomy & Responsibility
	Programme Learning Outcomes	Level of Contribution
		0	1	2	3	4	5
1	Space-related activities encountered in applications in the execution of complex and unpredictable individual or as a team member takes responsibility.		1
2	related to the field of advanced study is conducted independently.	0
3	Responsibility of employees under development in the framework of a project plan and manage activities for.	0
4	bringing innovation to the field of information, thoughts, practices or technologies in the implementation of the risks and take responsibility.	0
5	Personal, professional, and / or study evaluates the risks and opportunities related to the field; knowledge and skills, social / cultural / economic value and high thinking / approach / technology / product takes responsibility for the conversion; develop entrepreneurial competencies individually or as a team member.	0

OCCUPATIONAL
Learning to Learn
	Programme Learning Outcomes	Level of Contribution
		0	1	2	3	4	5
1	acquired in the field of advanced knowledge and skills to critically evaluate.	0
2	determine the learning needs; under his responsibility in accordance with the learning objectives and plan activities for improving the performance of individuals and manages.	0

OCCUPATIONAL
Communication & Social
	Programme Learning Outcomes	Level of Contribution
		0	1	2	3	4	5
1	Space-related issues and institutions shall inform the person concerned; ideas and proposals for solutions to the problems of written and oral.		1
2	Space-related issues thoughts and suggestions for solutions to problems by supporting qualitative and quantitative data with experts and people who do not share it.	0
3	The main language at least at the general level C1 of the European Language Portfolio uses.	0
4	a foreign language (English) European Language Portfolio B1 at least in the general level of knowledge in the field using monitors and communicates with colleagues.	0
5	European Computer Driving License, with advanced skills in using a computer is defined and to the extent required by the field of information and communication technologies are used.	0
6	the social environment with social responsibility and organizes activities for the project and will implement them.	0

OCCUPATIONAL
Occupational and/or Vocational
	Programme Learning Outcomes	Level of Contribution
		0	1	2	3	4	5
1	related to the field of data collection, interpretation and dissemination stages of implementation and results of the social, scientific, cultural and act in accordance with ethical values​​.		1
2	social rights, social justice, quality and cultural values, preservation of culture, environmental protection, occupational health and safety issues are conscious enough.	0

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)
Ders	14	2	28
Derse Ön Hazırlık ve Ders Sonrası Pekiştirme	13	2	26
Arazi Çalışması	0	0	0
Grup Çalışması / Ödevi	10	2	20
Laboratuvar	0	0	0
Okuma	0	0	0
Ödev	6	2	12
Proje Hazırlama	0	0	0
Seminer	3	3	9
Staj	0	0	0
Teknik Gezi	0	0	0
Web Tab. Öğrenme	0	0	0
Uygulama	0	0	0
Yerinde Uygulama	0	0	0
Mesleki Faaliyet	0	0	0
Sosyal Faaliyet	0	0	0
Tez Hazırlama	0	0	0
Alan Çalışması	0	0	0
Rapor Yazma	0	0	0
Final Sınavı	1	1	1
Final Sınavı Hazırlığı	0	0	0
Ara Sınav	1	1	1
Ara Sınav Hazırlığı	0	0	0
Kısa Sınav	0	0	0
Kısa Sınav Hazırlığı	0	0	0
TOPLAM	48	0	97