항공사여객서비스개론

[도서소개]

이 책은 국제 항공 여행의 예약을 진행할 때 관련된 다양한 서비스와 용어에 대한 정의에 대해 소개하고 있다.

여행사, 항공사 직원의 기본적인 역할은 여행객들의 여행 계획을 전문성을 가지고 돕는 것이므로, 이 책을 통해서 여러분들은 항공 산업의 공통적이고 기본적이 내용을 전문성 있게 습득하게 될 것이다.

[목차]

Chapter 01 공항에 대한 이해

1 공항 터미널Airport Terminal······························································· 3

2 출발 터미널················································································· 10

3 환승 지역Transit Area······································································ 20

4 도착 터미널Arrival Terminal······························································ 23

Chapter 02 항공 상품과 항공사서비스

1 항공 동맹체Airline Alliance······························································· 32

2 항공사 마일리지 프로그램Airline Loyalty Program································ 37

3 저비용 항공사의 마일리지 프로그램·············································· 41

4 항공 동맹체 마일리지 프로그램Alliances and Frequent Flyer Programs······ 45

5 서비스 클래스Cabin Class································································ 46

6 예약 클래스 코드Booking Class Code·················································· 52

7 항공 좌석 상태 조회····································································· 54

8 항공기 좌석 배치도와 좌석 배정···················································· 56

9 특수 승객 분류············································································· 62

10 특별 기내식Special Meals································································· 71

11 휠체어 서비스·············································································· 74

Chapter 03 부가서비스 Ancillaries

1 GDS 시스템을 통한 특별 요청 사항··············································· 82

2 저비용 항공사Low Cost Carrier의 유료서비스····································· 86

Chapter 04 수하물 규정

1 무료 기내 수하물Cabin Baggage······················································· 97

2 무료 위탁 수하물Checked Baggage Allowance······································ 99

3 유아/소아의 무료 위탁 수하물 규정·············································102

4 국제선 환승 시 수하물 규정························································103

5 GDS의 무료 수하물 적용 ···························································105

6 초과 수하물 규정········································································106

7 특수 수하물···············································································108

8 동물 운송···················································································109

9 위험물과 반입 제한 품목·····························································111

10 전자제품···················································································116

Chapter 05 항공 스케줄

1 OAG를 통한 스케줄 판독····························································122

2 스케줄 표 내의 항공 기종····························································124

3 항공 스케줄 온라인 조회·····························································126

4 항공 스케줄 GDS 조회·······························································128

5 음성 문자The Phonetic Alphabet······················································130

Chapter 06 항공 용어 Industry Code

1 항공 용어 정의···········································································138

2 항공사 코드···············································································142

3 항공 서비스 요청 표기 방식························································147

4 항공 전문 약어···········································································151

Chapter 07 국제 운송 규정 International Air Transportation Regulations

1 바르샤바 협약The Warsaw Convention··············································160

2 몬트리올 협약The Montreal Convention ············································162

3 시카고 협약과 ICAO ··································································162

4 양자 협정Bilateral Agreement··························································163

5 IATA·························································································164

Chapter 08 NDC  New Distribution Capability

1 NDC란?····················································································168

2 NDC의 역할 및 기능···································································168

Appendix 부록 연습문제

Monthly Code··········································································174

항공 업무 용어 ···········································································174

주요 항공사 코드 및 식별 번호·····················································176

IATA 지역 별 주요 도시 및 공항 코드···········································178

항공사 별 상용 고객 우대 프로그램··············································182

항공 동맹체 및 인천공항 출발 터미널···········································183

도시 별 GMT 시간······································································185

연습문제··························································································188

[저자소개]

김 경 혜

•現 ㈜ 카사인터내셔널 대표

•現 백석예술대학교 항공서비스학부 겸임교수(2018~)

•現 한국 IATA 교육센터 대표 공인 강사(2018~)

•前 타이 항공사(1995~2005): Passenger Reservation & Ticketing

•前 스칸디나비아항공사(2005~2010): Passenger Reservation & Ticketing 기업 영업 총괄 Corporate Sales Manager

•前 가루다인도네시아항공사(2011~2018. 6): 한국지사 여객 영업 & 마케팅 총괄 이사, 예약, 발권 총괄, 기업 영업 총괄

•이화여자대학교 졸업

•서강대학교 경영전문대학원 SHAPE 수료

•IATA 국제 공인 자격증 보유:

IATA Pricing and Ticketing Certification

Assisting Travelers with Special needs

BSP Essential for Travel Agency