YOLCU HİZMETLERİ PROGRAMME COURSE DESCRIPTION

Code	Name of the Course Unit	Semester	In-Class Hours (T+P)	Credit	ECTS Credit
HAY451	YOLCU HİZMETLERİ	7	3	3	8

GENERAL INFORMATION
Language of Instruction :	Turkish
Level of the Course Unit :	, TYY: + , EQF-LLL: , QF-EHEA:
Type of the Course :	Compulsory
Mode of Delivery of the Course Unit	-
Coordinator of the Course Unit
Instructor(s) of the Course Unit
Course Prerequisite	No

OBJECTIVES AND CONTENTS
Objectives of the Course Unit:	The aim is to ensure that students learn all traffic management processes and procedures related to passengers and flights at airports.
Contents of the Course Unit:	It covers all procedures, terms, codes of conduct, instructions, and documents 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)
Defines national and international civil aviation organizations and their duties within the scope of ground handling services.
Explains the role and importance of ground handling activities in airline operations.
Analyzes the functioning and coordination processes of airport ground handling departments.
Evaluates the implementation of safety, security, and quality standards in ground handling operations.

WEEKLY COURSE CONTENTS AND STUDY MATERIALS FOR PRELIMINARY & FURTHER STUDY
Week	Preparatory	Topics(Subjects)	Method
1	Literature review, examination of relevant book and article chapters, and review of lecture notes.	Passenger Services, General Aviation Concept, History, Quality Policy, Vision, and Mission	Oral presentation and visual demonstration method, interactive question-and-answer technique, discussion management.
2	Literature review, examination of relevant book and article chapters, and review of lecture notes.	DGCA, ICAO, IATA, ECAC, EASA, airspace usage, traffic rights, and coding systems	Oral presentation and visual demonstration method, interactive question-and-answer technique, discussion management.
3	Literature review, examination of relevant book and article chapters, and review of lecture notes.	Aviation phonetics, terminology, and passenger service codes	Oral presentation and visual demonstration method, interactive question-and-answer technique, discussion management.
4	Literature review, examination of relevant book and article chapters, and review of lecture notes.	Flight details and types of journeys	Oral presentation and visual demonstration method, interactive question-and-answer technique, discussion management.
5	Literature review, examination of relevant book and article chapters, and review of lecture notes.	Ticketing, cargo, and operations services	Oral presentation and visual demonstration method, interactive question-and-answer technique, discussion management.
6	Literature review, examination of relevant book and article chapters, and review of lecture notes.	Check-in methods and process	Oral presentation and visual demonstration method, interactive question-and-answer technique, discussion management.
7	Literature review, examination of relevant book and article chapters, and review of lecture notes.	Passenger types	Oral presentation and visual demonstration method, interactive question-and-answer technique, discussion management.
8	Literature review, examination of relevant book and article chapters, and review of lecture notes.	Baggage, baggage tagging, and dangerous goods	Oral presentation and visual demonstration method, interactive question-and-answer technique, discussion management.
9	Literature review, examination of relevant book and article chapters, and review of lecture notes.	Boarding	Oral presentation and visual demonstration method, interactive question-and-answer technique, discussion management.
10	-	MID-TERM EXAM	-
11	Literature review, examination of relevant book and article chapters, and review of lecture notes.	Cancellations, emergency landings, passenger rights, FIM, arrival, transfer, and transit	Oral presentation and visual demonstration method, interactive question-and-answer technique, discussion management.
12	Literature review, examination of relevant book and article chapters, and review of lecture notes.	Travel documents	Oral presentation and visual demonstration method, interactive question-and-answer technique, discussion management.
13	Literature review, examination of relevant book and article chapters, and review of lecture notes.	Passenger profiles and visa types	Oral presentation and visual demonstration method, interactive question-and-answer technique, discussion management.
14	Literature review, examination of relevant book and article chapters, and review of lecture notes.	Passenger service message traffic	Oral presentation and visual demonstration method, interactive question-and-answer technique, discussion management.
15	Literature review, examination of relevant book and article chapters, and review of lecture notes.	Lost and found procedures	Oral presentation and visual demonstration method, interactive question-and-answer technique, discussion management.
16	-	FINAL EXAM	-
17	-	FINAL EXAM	-

SOURCE MATERIALS & RECOMMENDED READING
Anadolu Üniversitesi. (2014). Yer hizmetleri yönetimi. Eskişehir: Anadolu Üniversitesi Yayınları.
ICAO. (2018). Annex 9 — Facilitation (15th ed.). International Civil Aviation Organization.
Doganis, R. (2019). The airline business (3rd ed.). London: Routledge.

ASSESSMENT
Assessment & Grading of In-Term Activities	Number of Activities	Degree of Contribution (%)	Description	Examination Method
Mid-Term Exam	1	50		Classical Exam
Final Exam	1	50		Classical Exam
TOTAL	2	100

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.						5
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.			2
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.				3
4	Explain the concepts of entrepreneurship and innovation with the field.				3

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.				3
2	Perform the theoretical and practical knowledge related to the field with appropriate analytical methods and modeling techniques in business life.	0
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.						5

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

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.						5
2	Apply activities to improve his/her performance and his / her responsibility in line with the learning objectives by determining the learning needs.						5

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.						5
3	Organize projects and activities for the social environment with social responsibility consciousness and to be able to apply those.						5

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.						5

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