End of Course

Dear Students,

Well done on your exam! I hope you continue to work hard and achieve your ambitions.

I've always believed in the power of education and this seems to me the best way to start in your preparation for the career you choose.

Good luck and do keep in touch.

I really hope NDIA will be the place where a lot of your dreams will come true.

Best wishes,
RV

A Reply to a Letter of Complaint

Hello,

This is the last post to the blog for this course.

Here is the last writing task.

You received a letter of complaint. Write a reply to the letter in which you provide an explanation of the security procedure.

This is the letter of complaint that you received.

Dear Sir/Madam,
I am writing to complain about the treatment I received at the hands of your airport security staff. First of all, when I was departing from the airport, the security attendant at the medal detector was very rude, and did not allow me to take my sunscreen lotion in my carry-on luggage. There was no explanation; she just took it from me.

Then, when I arrived back from my trip, I was thoroughly searched by customs, and it was an extremely embarrassing experience. They provided no explanation for why I was being searched. In fact, they were even more unfriendly than your security personnel. I was very insulted by the treatment I received in your airport, and I would like an explanation.

Sincerely,
Mr. Peter Codfrey

Some expressions you may decide to use:

provide an explanation
security staff/personnel
do a search at random
have the authority to perform/do a search
restrictions on liquids, gels, aerosols
not exceed 100 ml.

Looking forward to reading your final posts.

Regards,
RV

A Reply to A Letter of Complaint

Hello,

Here is a second letter you received from an angry customer. Write a reply in which you provide an apology and an explanation. Write 150 words.

The letter reads:

Dear Sir/Madam,

I am writing to complain about the unkind treatment my grandfather received from your security staff last week. My grandfather is 82 years old, and he is not a threat to national security at his advanced age. Nevertheless, when the metal detector went off, security personnel at your airport did a complete search of his clothing, and even his shoes with a handheld detector.

He was very upset following this search (which found nothing), and said that he was very worried that he would have a heart attack right there in the airport. He also mentioned that the security attendant who did the search was very cold and rude, and did not give him any explanation for why he was being searched.

I do not understand why our elderly citizens have to be embarrassed and upset in this way.

Ms. Janet Barrington

A Reply to A Letter of Complaint

Hello,
Imagine the following situation:

You work at the airport as a Customer Service Representative. You receive this letter of complaint from a customer. Reply to the letter in 150 words. Be courteous, apologise for the inconvenience and explain the procedure.

You can use some of the expressions below:

I apologise for .......
Please, accept my (our) apologies for ........
On behalf of customer service, I would like to .................
The reason why ......................................... is................
potential risk of an explosive device hidden in ..........................
This is part of the security measures in place in our airport.
to ensure the security
in the interest of all passengers

Here is the letter:
January 12, 2009
Dear Sir or Madam,

The other day I brought my 16 year-old daughter to your airport because she was flying to Sri Lanka for the first time by herself. I attempted to park in the drop off area so that I could help her get to the check-in desk with all her luggage.
I was told (in a very rude manner) that I could not stop there, and that I had to move my car immediately. Consequently, I had to leave my daughter there all by herself while I parked the car, and she was almost late for her flight. I would appreciate an explanation.

Sincerely,
Mr. Francois Lecavalier

Explaining Security Measures

Hello,

Today's writing task involves giving short answers that:
1) explain the reason why certain security measures are put in place and
2) reassure passengers that strict security procedure is needed to ensure the safety of all passengers and their luggage.

Write short paragraphs of 30-40 words each to answer the following questions:

1. Why do I need to have my fingerprints taken?

2. Why did the security guard take my bag? I only left it for a moment while I went to ask the check-in attendant a question.

3. Why were the customs officers using dogs? My son is afraid of dogs and he was really scared.

4. I don't understand why I had to go through the metal detector twice and told to remove my shoes and belt before I step through it again. It is so humiliating.

5. I don't understand why my 2-year child was searched thoroughly and his juice was confiscated. My son was very upset. Why do you treat young passengers like that?

Explain the security measure and reassure the passenger that it is in their interest that the airport applies strict security procedure.

Regards,
RV

Security Measures

AIRPORT MEASURES

Task 1

Check the guide to biometric technology on the bbc site:

http://news.bbc.co.uk/2/shared/spl/hi/guides/456900/456993/html/default.stm

and brifly summarise in 30-40 words what biometrics is.

Task 2
Watch the video and answer the 3 questions below:

1. How does facial recognition work?

2. What can it be helpful for?

3. What happens to rejected passengers?

http://news.bbc.co.uk/2/hi/uk_news/7568686.stm

Task 3

Choose 3 of the measures listed, research them on the internet and write a short description of how they work and what they are used for. You can also attach pictures.

surveillance cameras

sniffer dogs

security patrols

carry-on restrictions on liquids, gels, and aerosols

x-ray machines

full-body scanners

Regards,

RV

Baggage Handling

Hello,

This is the writing for the topic of baggage handling. Read the following situation and write your answer.

A passenger who is checking in and who has had her luggage lost before asks:

"What happens to my bag after I check it in here? How does it get to the plane, and how can I be sure it will be there at the other end when I arrive?"

Kind regards,
RV

Write an answer of 150-170 words that will reassure her.

Baggage Regulations

Hello,

This task introduces the new topic - BAGGAGE HANDLING regarding the baggage regulations on Qatar Airways flights.

Go the link below and find the answers to the following questions.

http://www.qatarairways.com/global/en/baggage.html



1. How much checked luggage can you take with you free of charge if you are travelling economy class?



2. What is the maximum weight of a checked bag economy class?



3. What are the ICAO recommendations regarding liquids, gels, aerosols in your hand luggage?Write a short paragraph in your own words.



4. Are there any restrictions regarding baby food? What about medication?



5. What is the percentage of baggage that is reclaimed by passengers following a flight?



6. What does a passenger have to do if a bag goes missing?



7. How do you understand the following words? Provide a short definition for each one.

transparent bag -

2 bags not exceeding 15 kg. -

carry-on allowance -

total capacity of -

baggage claim -



Regards,

RV

Advice to Passengers Explaining Check-In Procedure

Hello,

Imagine you have received a letter by an elderly lady who has never flown before and doesn't know how to check in.

Explain to her the procedure of check in and suggest one type of check in that will be easy and convenient for her to do.

Post your answer here.

Organize in paragraphs. Write 150 words.

Regards,
RV

Benefits of Electronic Ticketing

Hello,
Here is the writing topic for the subject of Ticketing.

Discuss the following questions and post a text of 100-120 words.

• How does ticketing happen today?
• What is an electronic ticket? What information does it contain?
• What are the benefits of electronic ticketing?

Post your answer.

Regards,

RV

Customer Service

Hello,

Today we write about the importance of good customer service.

A) Answer the questions:

a) what is customer service
b) why is it important in the aviation industry.

Support your answer with examples of airlines that provide superior customer service. Discuss the qualities that a customer service representative must demonstrate when dealing with customers.

B) Discuss 4 rules of good customer service. Write the rules, explain and support them with examples.

Regards,
RV

Customer Service

Hello,

Today we are going to find out which are the best airlines rated by Skytrax for 2010.

Speaking about the exclusive 5-Star Airline ranking, Skytrax CEO, Mr Edward Plaisted said:

"The greatest attribute behind 5-Star status is an airline's ability to deliver the combination of Product and Service. A great product standard is not by itself the key to a 5-Star ranking, and we are equally concerned by the Quality of front-line service that an airline provides. We are focussed on recognising airlines whose staff deliver a true 5-Star standard of service delivery.

(quote from Skytrax website)


1) Go to the official site of Skytrax (the link is on the right in Useful Links), browse the main page and look up the airlines that received 5 star ranking for 2010.


2) List them in your post, find their airline codes and their main hubs. Comment whether you have travelled with any of them and what your impressions of their product and service are.


3) Customer Service is broken down into the following criteria:


Service Efficiency


Enthusiasm, Attitute


Interaction with Passengers


Cabin Presence through Flight


Responding to Requests


Language Skills


Consistency among Staff


Personilisation of Service for Business Travellers


Problem Solving

Read passengers' comments on their experience with these airlines. What are some of the comments passengers make about the customer service they have received? Summarise some of the opinions in your post.

Kind regards,


RV

Imagining Passenger Experiences

Hello,

It's the start of the second term and the beginning of Book 2. Good luck!

This term will be discussing the different stages of the passenger processing. We start today with passenger experiences.

Tell us about a time you have travelled by air. Write about any problems you have had at any step of the process before/ during/ after the flight.

Regards,
RV

Airport Trip

Hello,
I'd like to encourage students to share their impressions from yesterday's airport trip. Write about your experience and share your thoughts with the other students in the class.
Regards,
RV

Airport Layouts

Hello,

We write today about airport design and how the layout of an airport affects its way of operation and management.
Write about the two operational categories of airport layout and discuss some of their advantages and disadvantages.
Provide some examples.
Write 150 words.

Regards,
RV

Airport Layout

Hello,
Today's lesson is about airport design. Take a moment to look at the diagram below.



A) What kind of design is represented on the diagram. Summarise the facilities you see and write a short text of 50 words. Right click on the diagram to enlarge it, if you need.

B) Check out the website of Narita Airport in Tokyo, Japan:
http://www.narita-airport.jp/en/index.html
Find a map of the airport and describe the design and its mode of operation in 30-50 words.

C) Check out http://planetolog.com/map-airport-list.php and check the design of the airports that are listed. Make some comments about the most common mode of operation of airports today.

Kind regards,
RV

Airport Ownership and Management

Hello,
Today's leson is about airport ownership and management. We'll look at two corporations involved with the operations of airports.
First we start with BAA. Look around the BAA interactive airport and then answer the questions below.
http://www.baa.com/interactive_2/index.html
1. Who are BAA?
2. Who regulates the airport prices?
3. List the airports that BAA operate.
4. What kind of airport is Southhampton?
5. Are there airports outside the UK that BAA operate?

Second we look at Fraport. Check their website: http://www.fraport.com/cms/default/rubrik/2/2228.htm
and answer the questions:
6. Who are Fraport AG?
7. What was their revenue for 2009? What was their profit for the same year?
http://www.fraport.com/cms/company/rubrik/20/20841.fraport_at_a_glance.htm
8. According to their mission, what are their top priorities?
9. How many airports do they have management contacts with? Mention some of them.
10. List some of the innovation projects that Fraport has started.

Kind regards,
RV

Trends in the Aviation Industry

Hello,

Today's lesson looks at the state of the airports in Europe. The lesson also practises listening and note-taking skills.

You are going to watch a short programme on Airports in Europe (you can download the programme from http://www.eurocontrol.int/corporate/public/standard_page/press_fly_series_2.html ).

Listen to the programme, take notes and answer the following questions. You are going to watch the programme twice.

1. How many passengers passed through the top 100 European airports in 2006?


2. What was the increase from 2005?


3. What is the solution for the increased growth in passenger numbers? Is it by expanding the infrastructure?


4. What are the projections for 2025?


5. How many flights will not be able to be accommodated by the current infrastructure of the European airports?


6. What will be the biggest challenge for the European airports in the future?

7. What information is given about Munich airport? Write all the numbers given and what they refer to?

8. What information is given about Terminal 2 baggage handling system?

9. Efficient operation is based on successful interaction between the parties involved? Who are these people?

10. What are the challenges faced by airports which want to accommodate the newest super jumbo of the skies – Airbus A380?

Regards,
RV

Trends in The Aviation Industry

Hello,
This is the writing task for this week.
A) Discuss how the aviation industry has changed in recent years. Consider any of the ideas mentioned below:

• passenger numbers


• aircraft design


• airport construction and expansion

B) Discuss what setbacks the aviation business has experienced recently.
C) Conclude with how the industry is likely to develop in the future.

Write 100-120 words.

Post your writing.

Regards,

RV

P.S. I have uploaded the first part of the IATA Director General's address at the 66th IATA annual meeting in Berlin on the state of the industry and his vision for 2050.

New Doha International Airport

Hello,

Today's lesson is about New Doha International Airport. Check the official site of the airport (the link is provided on the right in Useful links) and find out important and interesting information about the project.

Summarise what you have learnt in a text of 150 words.

Regards,

RV