여행/항공

항공사 여객운송 공항서비스 실무(3판)

김한성,박다현,윤준노,강설민

고객평점
발행일2022.01.10
판형변형판
쪽수308
ISBN9791166471766
판매가격 19,800원
배송비결제주문시 결제

총 금액 : 0원

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[도서소개]

이 책은 항공경영학이나 항공서비스학을 전공하는 학생과 항공사, 지상조업사 등 항공운송산업 관련 기업에 취업을 원하는 독자들이 

항공사 여객운송공항서비스를 이해함으로써 학문 정진과 취업 준비에 도움이 되도록 쓰여졌다. 

특히 저자들이 두 번의 신생항공사 설립에 참여하며 체득한 최신 실무자료를 최대한 반영하도록 노력했다.




[목차]

Chapter 01 항공운송산업의 이해


제1절 항공운송산업 기본 개념······························································2

1 하늘의 자유·운수권·항공협정······················································2

2 국내외 항공기구········································································12

3 항공사의 구분············································································17



Chapter 02 항공사 여객운송·공항서비스의 이해


제1절 공항시설의 이해··········································································22

1 Land Side··················································································22

2 Air Side(Ramp Side)·······································································23


제2절 우리나라 주요공항 및 국적항공사 보유 항공기 소개·········23

1 국내 주요 공항과 도심공항터미널·············································23

2 국적항공사 보유 항공기····························································33


제3절 발권Ticketing과 탑승수속Check-in의 이해···································44

1 발권(Ticketing)과 항공권(Air Ticket)················································44

2 탑승수속(Check-in)과 탑승권(Boarding Pass)····································45


제4절 PSSPassenger Service System····························································47

1 목적과 기능················································································48

2 주요 PSS····················································································49


제5절 항공사 여객운송·공항서비스 조직·······································52

1 항공사 본사 운송공항서비스 관리 및 지원 조직·······················52


제6절 국내 주요 항공사 상용고객 우대 프로그램 Frequent Flyer Program,

마일리지 제도·······················································································55

1 대한항공····················································································55

2 아시아나항공·············································································59

3 국내 저비용항공사 상용고객우대프로그램

(Frequent Flyer Program)···································································61



Chapter 03 항공사 여객운송· 공항서비스 실무


제1절 공항에서의 업무 ·········································································68

1 공항 업무의 흐름·······································································68

2 국내선과 국제선········································································68


제2절 출입국 규정···················································································73

1 여권····························································································73

2 각 국가의 출입국 규정·······························································76


제3절 탑승자 사전확인제도·······························································101

1 탑승자 사전확인 제도(i-PreChecking System)································101

2 탑승자 사전 확인 시스템 응답에 따른 조치 유형 ···················108


제4절 출·도착 및 환승 업무·····························································114

1 출발 업무·················································································114

2 도착 업무·················································································122

3 환승 업무·················································································125


제5절 도움이 필요한 승객···································································126

1 비동반 소아··············································································126

2 장애인 승객··············································································128

3 휠체어 사용 승객·····································································130

4 감성보조동물의 동반탑승························································132

5 임산부······················································································133

6 주사기 소지 승객·····································································133

7 체내 의료용 장비가 삽입되어 있는 승객·································134


제6절 Special Handling·····································································135

1 Denied Boarding·····································································135

2 INAD & DEPO·········································································135

3 알코올/마약중독자, 위해가 의심되는 승객·····························137

4 범죄인 등의 호송 절차·····························································138


제7절 기타 업무·····················································································139

1 MAAS(Meet & Assist)···································································139

2 공항 방송·················································································140


제8절 수하물 업무·················································································147

1 휴대수하물···············································································147

2 위탁수하물···············································································152

3 특수수하물···············································································153

4 수하물의 종가요금(Valuation Charge) 신고···································160

5 수하물 사고처리 업무······························································160



Chapter 04 탑재관리, 여객기의 항공화물, 위험품


제1절 탑재관리·····················································································170

1 Weight & Balance ··································································170

2 Load Control···········································································177


제2절 여객기의 항공화물···································································183

1 항공화물운송···········································································183

2 화물 운송 공항서비스 실무······················································188


제3절 위험물··························································································189

1 위험물의 분류··········································································190

2 여객운송에서의 위험물···························································192

3 기장에 대한 통보사항(Notification to Captain)·······························205

4 위험물의 라벨링······································································206



Chapter 05 항공사의 여객운송·공항서비스 업무 교육


제1절 법정교육······················································································212

1 항공보안교육···········································································212

2 SMS(Safety Management System) 교육············································214

3 위험물교육···············································································215

4 항공교통약자서비스 교육························································217

5 개인정보보호교육····································································218

6 산업안전보건교육····································································219

7 직장 내 성희롱 예방교육·························································219


제2절 여객운송·공항서비스 교육···················································220

1 직무교육··················································································220

2 Phonetic Alphabet··································································222

3 항공용어 ·················································································223

4 항공사의 IATA/ICAO 코드·······················································230

5 공항의 IATA/ICAO 코드···························································231



Chapter 06 비정상운항 처리 절차

제1절 비정상운항··················································································244

1 비정상운항의 정의···································································244


제2절 비정상운항 시의 업무······························································247

1 보상서비스 적용 대상······························································247

2 비정상운항 보상서비스 기준···················································248

3 지연 및 결항 시의 공항서비스·················································249

4 이동지역 내 지연 발생시의 조치·············································250



Chapter 07 운송약관 및 항공소비자 권익

제1절 여객운송약관·············································································254

1 항공사의 여객운송약관···························································254


제2절 바르샤바 조약과 몬트리올 협약············································256

1 바르샤바 조약(Warsaw Convention)···············································256

2 헤이그 의정서(Hague Protocol)····················································256

3 몬트리올 협약(Montreal Convention)·············································257

4 각 조약과 협약의 책임한도······················································257


제3절 우리나라의 법령········································································258

1 항공사업법 제5장 항공교통이용자보호··································258

2 항공교통이용자 보호기준························································264

3 대한민국 상법··········································································265

4 소비자분쟁해결기준································································266



Chapter 08 Post COVID-19 시대의 공항서비스

제1절 지나온 길·····················································································272


제2절 변화하는 공항서비스·······························································273

1 포스트 코로나 이후 변화될 체크인 업무·································273

2 비대면 서비스의 강화······························································275

3 정책의 변화··············································································276

4 다가올 변화··············································································278


제3절 뉴 노멀New-Normal 시대의 도래················································282



항공 약어 및 용어···················································································284


참고문헌····································································································293


 


[저자소개]

김한성

성균관대학교 경영학, 한국철학 전공

숭실대학교 국제통상대학원 석사(졸업)

인천대학교 동북아물류대학원 박사(수료)


현) 경인여자대학교 항공관광과 전임교수 (조교수)

    국토교통부 항공안전기술원 자문위원

전) 한양여자대학교 항공과 겸임교수

    에어프레미아㈜ 경영개선 팀장

    에어서울㈜ 경영전략 팀장

    아시아나항공㈜ 미얀마 양곤지점장, 베트남 다낭영업소장, 미국 사이판지점 공항소장, 전략기획팀, 국제업무팀



박다현

경인여자대학교 항공관광학과 졸업

한국항공대학교 항공교통물류학부 석사

전) 이스타포트 인천공항지점 여객운송서비스 담당


연구논문

• 잡 크래프팅이 개인-직무 부합과 직장만족에 미치는 영향: LCC항공사 지상직 직원을 대상으로(2020)



윤준노

한국 외국어 대학교 서양어대학 스페인어과 졸업

경기대학교 서비스경영전문대학원 서비스경영전공 재학중


현) 금호아시아나그룹 에이큐 주식회사 대표이사

전) 아시아나항공 한국지역본부 판매기획팀장

    아시아나항공 시애틀지점



강설민

총신대학교 영어교육과 졸업

현) 질병관리청 산하 대한결핵협회

전) 에어프레미아㈜ 공항서비스운영팀

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상품요약정보 : 서적
상품정보고시
도서명 상세설명페이지 참고
저자 상세설명페이지 참고
출판사 상세설명페이지 참고
크기 상세설명페이지 참고
쪽수 상세설명페이지 참고
제품구성 상세설명페이지 참고
출간일 상세설명페이지 참고
목차 또는 책소개 상세설명페이지 참고
거래조건에 관한 정보
거래조건
재화 등의 배송방법에 관한 정보 상품 상세설명페이지 참고
주문 이후 예상되는 배송기간 상품 상세설명페이지 참고
제품하자가 아닌 소비자의 단순변심, 착오구매에 따른 청약철회 시 소비자가 부담하는 반품비용 등에 관한 정보 배송ㆍ교환ㆍ반품 상세설명페이지 참고
제품하자가 아닌 소비자의 단순변심, 착오구매에 따른 청약철회가 불가능한 경우 그 구체적 사유와 근거 배송ㆍ교환ㆍ반품 상세설명페이지 참고
재화등의 교환ㆍ반품ㆍ보증 조건 및 품질보증 기준 소비자분쟁해결기준(공정거래위원회 고시) 및 관계법령에 따릅니다.
재화등의 A/S 관련 전화번호 상품 상세설명페이지 참고
대금을 환불받기 위한 방법과 환불이 지연될 경우 지연에 따른 배상금을 지급받을 수 있다는 사실 및 배상금 지급의 구체적 조건 및 절차 배송ㆍ교환ㆍ반품 상세설명페이지 참고
소비자피해보상의 처리, 재화등에 대한 불만처리 및 소비자와 사업자 사이의 분쟁처리에 관한 사항 소비자분쟁해결기준(공정거래위원회 고시) 및 관계법령에 따릅니다.
거래에 관한 약관의 내용 또는 확인할 수 있는 방법 상품 상세설명페이지 및 페이지 하단의 이용약관 링크를 통해 확인할 수 있습니다.
01. 반품기한
  • 단순 변심인 경우 : 상품 수령 후 7일 이내 신청
  • 상품 불량/오배송인 경우 : 상품 수령 후 3개월 이내, 혹은 그 사실을 알게 된 이후 30일 이내 반품 신청 가능
02. 반품 배송비
반품 배송비
반품사유 반품 배송비 부담자
단순변심 고객 부담이며, 최초 배송비를 포함해 왕복 배송비가 발생합니다. 또한, 도서/산간지역이거나 설치 상품을 반품하는 경우에는 배송비가 추가될 수 있습니다.
상품의 불량 또는 오배송 고객 부담이 아닙니다.
03. 배송상태에 따른 환불안내
환불안내
진행 상태 결제완료 상품준비중 배송지시/배송중/배송완료
어떤 상태 주문 내역 확인 전 상품 발송 준비 중 상품이 택배사로 이미 발송 됨
환불 즉시환불 구매취소 의사전달 → 발송중지 → 환불 반품회수 → 반품상품 확인 → 환불
04. 취소방법
  • 결제완료 또는 배송상품은 1:1 문의에 취소신청해 주셔야 합니다.
  • 특정 상품의 경우 취소 수수료가 부과될 수 있습니다.
05. 환불시점
환불시점
결제수단 환불시점 환불방법
신용카드 취소완료 후, 3~5일 내 카드사 승인취소(영업일 기준) 신용카드 승인취소
계좌이체 실시간 계좌이체 또는 무통장입금
취소완료 후, 입력하신 환불계좌로 1~2일 내 환불금액 입금(영업일 기준)
계좌입금
휴대폰 결제 당일 구매내역 취소시 취소 완료 후, 6시간 이내 승인취소
전월 구매내역 취소시 취소 완료 후, 1~2일 내 환불계좌로 입금(영업일 기준)
당일취소 : 휴대폰 결제 승인취소
익월취소 : 계좌입금
포인트 취소 완료 후, 당일 포인트 적립 환불 포인트 적립
06. 취소반품 불가 사유
  • 단순변심으로 인한 반품 시, 배송 완료 후 7일이 지나면 취소/반품 신청이 접수되지 않습니다.
  • 주문/제작 상품의 경우, 상품의 제작이 이미 진행된 경우에는 취소가 불가합니다.
  • 구성품을 분실하였거나 취급 부주의로 인한 파손/고장/오염된 경우에는 취소/반품이 제한됩니다.
  • 제조사의 사정 (신모델 출시 등) 및 부품 가격변동 등에 의해 가격이 변동될 수 있으며, 이로 인한 반품 및 가격보상은 불가합니다.
  • 뷰티 상품 이용 시 트러블(알러지, 붉은 반점, 가려움, 따가움)이 발생하는 경우 진료 확인서 및 소견서 등을 증빙하면 환불이 가능하지만 이 경우, 제반 비용은 고객님께서 부담하셔야 합니다.
  • 각 상품별로 아래와 같은 사유로 취소/반품이 제한 될 수 있습니다.

환불불가
상품군 취소/반품 불가사유
의류/잡화/수입명품 상품의 택(TAG) 제거/라벨 및 상품 훼손으로 상품의 가치가 현저히 감소된 경우
계절상품/식품/화장품 고객님의 사용, 시간경과, 일부 소비에 의하여 상품의 가치가 현저히 감소한 경우
가전/설치상품 전자제품 특성 상, 정품 스티커가 제거되었거나 설치 또는 사용 이후에 단순변심인 경우, 액정화면이 부착된 상품의 전원을 켠 경우 (상품불량으로 인한 교환/반품은 AS센터의 불량 판정을 받아야 합니다.)
자동차용품 상품을 개봉하여 장착한 이후 단순변심의 경우
CD/DVD/GAME/BOOK등 복제가 가능한 상품의 포장 등을 훼손한 경우
내비게이션, OS시리얼이 적힌 PMP 상품의 시리얼 넘버 유출로 내장된 소프트웨어의 가치가 감소한 경우
노트북, 테스크탑 PC 등 홀로그램 등을 분리, 분실, 훼손하여 상품의 가치가 현저히 감소하여 재판매가 불가할 경우
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