E-resource OPERATING PORTS AND TERMINALS
Airport passenger service
1. Film in the standard version.
![](https://static.zpe.gov.pl/portal/f/res-minimized/R2irXsHsDu3PH/1/2DWWAEkACkAqzLGBt6V2ASuxGLtrgNr0.jpg)
Film dostępny na portalu epodreczniki.pl
The film presents a conversation between a journalist and an airport passenger service agent. The conversation is in the form of an interview. Film przedstawia rozmowę z agentem ds. obsługi pasażerskiej Portu Lotniczego. Rozmowa przeprowadzana w formie wywiadu.
2. Film with subtitles.
![](https://static.zpe.gov.pl/portal/f/res-minimized/R1EtKse6PrgLa/1/28KYqfV4s0z5rIUzfLBjadMuzVnSRejg.jpg)
Film dostępny na portalu epodreczniki.pl
The film presents a conversation between a journalist and an airport passenger service agent. The conversation is in the form of an interview. Film przedstawia rozmowę z agentem ds. obsługi pasażerskiej Portu Lotniczego. Rozmowa przeprowadzana w formie wywiadu.
3. Film with subtitles and pauses. Listen and repeat after the speaker.
![](https://static.zpe.gov.pl/portal/f/res-minimized/RlxiF3cH9UHxL/1/24SvZhhHIQXtihgYFTnvlgZzEnBspnqE.jpg)
Film dostępny na portalu epodreczniki.pl
The film presents a conversation between a journalist and an airport passenger service agent. The conversation is in the form of an interview. Film przedstawia rozmowę z agentem ds. obsługi pasażerskiej Portu Lotniczego. Rozmowa przeprowadzana w formie wywiadu.
4. Film with subtitles and narration.
![](https://static.zpe.gov.pl/portal/f/res-minimized/Re2CjVMhNHTXG/1/Bijx0LmH4Qm3PWyzAwhwCIYWtwWU5sRn.jpg)
Film dostępny na portalu epodreczniki.pl
The film presents a conversation between a journalist and an airport passenger service agent. The conversation is in the form of an interview. Film przedstawia rozmowę z agentem ds. obsługi pasażerskiej Portu Lotniczego. Rozmowa przeprowadzana w formie wywiadu.
On the basis of the film “Airport passenger service”, assign the elements to the appropriate categories. Use the word bank.
Na podstawie filmu „Obsługa pasażerska portu lotniczego”, przypisz elementy do odpowiednich kategorii. Skorzystaj z banku słów.
baggage tags, ‘gate’ counters, flight dates and routes, carousels from which passengers collect their checked-in baggage, baggage complaints, ‘booking’, losing passenger suitcases, performing check-ins, individual numbers, damage to suitcases, problems that the passengers want to solve, passenger names, carrying out control activities before boarding, special tags put on suitcases, Baggage Complaint Offices, ‘check-in’ counters, Ticket Offices, Baggage Complaint Offices, ‘briefing’
Passenger service agents can be found at: | |
---|---|
The most frequent complaints about baggage are concerned with: | |
The main tasks of a passenger service agent include: | |
A passenger service agent’s typical day starts with: | |
After checking their baggage, passengers are given: | |
Baggage tags contain: | |
In the arrivals area, the following can be found: | |
Passengers may turn to passenger service agents with: |
Exercises
On the basis of the film “Airport passenger service”, match the Polish terms with their translations.
Na podstawie filmu „Obsługa pasażerska portu lotniczego”, połącz polskie terminy z ich tłumaczeniami.
baggage complaint office, control activity, arrivals area, checked-in luggage, individual number, ticket office, complaint, baggage tag, check-in, carousel
odprawa biletowo-bagażowa | |
czynność kontrolna | |
biuro reklamacji bagażowej | |
kasa biletowa | |
hala przylotów | |
karuzela | |
bagaż rejestrowany | |
reklamacja | |
potwierdzenie nadania | |
indywidualny numer |
On the basis of the film “Airport passenger service”, arrange the dialog in the correct order.
Na podstawie filmu „Obsługa pasażerska portu lotniczego”, ułóż dialog w odpowiedniej kolejności.
- We start our day with the so-called “booking”, which is checking the number of passengers who will be travelling on a specific flight. Then, we assign tasks on a special meeting known as ‘briefing’.
- It certainly is. Apart from that, we also work at the Baggage Complaint Office and at the Ticket Office.
- This sounds like a very responsible task.
- What helps you find a lost baggage?
- It is located in the arrivals area, right behind the carousel from which passengers collect their checked-in baggage. After landing, one of the officers is on duty there.
- Please, tell us where we can see passenger service agents at the airport?
- After checking in their baggage, every passenger is given a baggage tag. Every suitcase is marked with a special tag.
- How does a typical day of an agent start?
- You can find us at ‘check-in’ counters where we perform check-in. At ‘Gate’ counters, we carry out all the necessary control activities before boarding.
- I understand. Where can we find the Baggage Complaint Office at the airport?
Security check
![](https://static.zpe.gov.pl/portal/f/res-minimized/R1R6Z32OTNkaK/1/IfsMjurDBqahJBzYi0kuZJiR0gWH2UWR.jpg)
Film dostępny na portalu epodreczniki.pl
The animation presents the security check process of individual passengers. Animacja przedstawia proces kontroli bezpieczeństwa indywidualnych pasażerów.
On the basis of the film/animation “Security check”, complete the sentences. Use the word bank.
Na podstawie filmu/animacji „Kontrola bezpieczeństwa”, uzupełnij zdania. Skorzystaj z banku słów.
cabin baggage, electronic equipment, security checkpoint, prohibited items, fluids, plastic bag, document check counter, metal detector
To get to the departure area, the passengers present their boarding pass at the ............................................ and pass security check.
Then, the passengers put their cabin baggage into the plastic tray on the conveyor at the .............................................
Safety rules for ............................................ need to be followed. You should also follow the rules on its maximum size.
When carrying ............................................ , the volume of each container cannot exceed 100 ml.
A container with a fluid has to be packed in a small one-litre ............................................ , and presented for security check.
Laptops and other large ............................................ have to be taken out of the bags and put into the tray on the conveyor.
............................................ found in baggage will not be allowed on board.
The passengers are obliged to take off metal items of their clothing before security check with a .............................................
Exercises
On the basis of the film/animation “Security check”, arrange the sentences in a logical order.
Na podstawie filmu/animacji „Kontrola bezpieczeństwa”, ułóż zdania w logicznej kolejności.
- Going through a metal detector.
- Taking all fluids, liquid medicines, healthy food, and baby food out of the baggage.
- Putting the cabin baggage into the tray at the security checkpoint.
- Preparing the boarding pass by the passenger.
- Presenting the boarding pass at the document check counter.
- Passing security check.
- Collecting the cabin baggage and the end of security check.
- Taking off metal items of clothing.
Check‑in
The hypertext material presents a conversation at a check‑in counter. A passenger service agent helps a passenger check in before a journey.
Hipertekst przedstawia rozmowę rozgrywającą się na stanowisku check‑in. Agentka ds. obsługi pasażerskiej pomaga pasażerowi w odprawie przed podróżą.
Agent: Good afternoon. May I see your passportpassport and printed *m2cf95dbf64da784c_1497279718401_0
Passenger: Yes, here you are.
Agent: Thank you. Would you like to ***check in any baggage?******check in any baggage?***
Passenger: Yes, I have one suitcase.
Agent: Please, put your suitcase on the ***conveyor.******conveyor.*** I’ll print your boarding passboarding pass and ***baggage tag.******baggage tag.***
Passenger: Thank you.
Agent: Please, wait a second...
Passenger: May I ask you something? It’s my first flight.
Agent: Yes, of course.
Passenger: My friend told me that I have to take off my belt during security check. Is that true?
Agent: One of the elements of security check is passing through a ***metal detector.******metal detector.*** If the belt has a metal buckle, you will have to take it off.
Passenger: I understand.
Agent: The officers will explain everything to you there. Please, don’t worry. Hmm… The baggage scannerbaggage scanner shows that your baggage is too heavy. Do you want to take something out, or do you prefer to pay an extra fee for overweight baggage?
Passenger: I’ll pay the extra fee.
Agent: All right, I’ll write that down. I have a few more questions. Did you pack the baggage yourself?
Passenger: Yes.
Agent: Are there any weapons, or inflammable materials in the baggage?
Passenger: No.
Agent: Have you left your baggage unattendedunattended since packing it?
Passenger: No, I’ve had it with me all the time.
Agent: Are you familiar with all the regulations concerned with carrying fluids?
Passenger: Yes, I am. I packed everything at home according to the guidelines available on the airport website.
Agent: Are there any *m2cf95dbf64da784c_1498481495468_0 or lighters in the baggage?
Passenger: No, I don’t have anything like that.
Agent: In that case, thank you. Here are your documents. You have the gate numbergate number and the number of your seat on the planeseat on the plane on the boarding pass.
Passenger: Thank you.
Agent: Please, proceed to the security checkpointsecurity checkpoint now. ***Have a nice flight.******Have a nice flight.***
Passenger: Thank you, goodbye.
On the basis of the hypertext “Check-in”, choose the correct answer.
Na podstawie hipertekstu „Odprawa biletowo-bagażowa”, wybierz poprawną odpowiedź.
produce his boarding pass, a passport, too heavy, checks his passport, would like to check in his cabin baggage, has no items of baggage to check in, take off his belt, prints his boarding pass and baggage tag, confiscate, print, too big, the security checkpoint, a restaurant, too light, packed his baggage himself, pay the extra fee, cancel his flight, has one suitcase to check in, the plane, check, take a few items out of the baggage, a metal buckle, something to declare, puts his baggage on the conveyor, check in his baggage, does not know who packed his suitcase, has lost his suitcase
The agent wants to ................................................................................ the passenger’s ticket and passport.
The passenger .................................................................................
The agent asks the passenger to be patient while she .................................................................................
The passenger asks if it is true that he will have to ................................................................................ during security check.
The officer confirms that if it has ................................................................................ , then it will be required.
When checking in the baggage, it turns out that it is a bit .................................................................................
The passenger decides to .................................................................................
The passenger .................................................................................
After the conversation with the agent, the passenger proceeds to .................................................................................
Assisting passengers with disabilities and reduced mobility
![](https://static.zpe.gov.pl/portal/f/res-minimized/RIP94kC1szqn5/1/7PiQjhyY9vLtqtvVM6gLbftOZswcKPgN.jpg)
Film dostępny na portalu epodreczniki.pl
The audio material presents a conversation between an airline customer and an airline worker. They discuss the topic of assisting passengers with disabilities and reduced mobility. Nagranie przedstawia rozmowę klienta linii lotniczych oraz jej pracownika. Dyskutują o obsłudze pasażerów niepełnosprawnych.
On the basis of the audio recording “Assisting passengers with disabilities and reduced mobility”, decide whether the following statements are true or false.
Na podstawie nagrania audio „Obsługa pasażerów niepełnosprawnych”, zdecyduj czy poniższe wypowiedzi są prawdziwe czy fałszywe.
The passenger does not use a wheelchair., The worker informs the passenger that passengers with reduced mobility are entitled to help based on to the guidelines included in the relevant Regulation., The calling passenger requires assistance because of his reduced mobility., The passenger has an additional question on behalf of his sightless friend., The calling passenger would like to find out if disabled people are allowed on board of a plane., If needed, the airline assists passengers departing from and arriving to specific places inside and outside the terminal., The airline does not allow to use electric wheelchairs., During flights, wheelchairs are not treated as baggage.
TRUE | |
---|---|
FALSE |
Exercises
On the basis of the audio recording “Assisting passengers with disabilities and reduced mobility”, match the Polish terms with their translations.
Na podstawie nagrania audio „Obsługa pasażerów niepełnosprawnych”, dopasuj polskie terminy do ich tłumaczeń.
passenger with reduced mobility, electric wheelchair, assistance, mentally disabled passenger, airline, arriving passenger, carrier, wheelchair, hearing-impaired passenger, departing passenger
pasażer z ograniczoną możliwością poruszania się | |
asysta | |
wózek inwalidzki | |
wózek elektryczny | |
linia lotnicza | |
pasażer niesłyszący | |
pasażer niepełnosprawny umysłowo | |
przewoźnik | |
pasażer przylatujący | |
pasażer odlatujący |
Based on the audio recording “Assisting passengers with disabilities and reduced mobility”, choose which form of help a given airline does NOT offer passengers with disabilities and reduced mobility.
Na podstawie nagrania audio „Obsługa pasażerów niepełnosprawnych”, wskaż, jakiej formy pomocy dana linia lotnicza NIE oferuje pasażerom niepełnosprawnym.
- Assistance because of reduced mobility.
- Access to a wheelchair free of charge.
- Assigning a personal assistant for the duration of a flight.
- Help in handling the wheelchair battery to enable further transport of the wheelchair by the airline.
- Help in handling the wheelchair storage cells to enable further transport of the wheelchair by the airline.
- Assisting passengers departing from and arriving to specific places inside the terminal.
- Assisting passengers departing from and arriving to specific places outside the terminal.
- An individually defined scope of assistance for hearing-impaired passengers.
Code of good conduct
![The document presents a passage from the code of good conduct in providing on the ground assistance to passengers with disabilities and reduced mobility (PMR) who are travelling by air. Dokument przedstawia fragment kodeksu dobrego postępowania przy obsłudze naziemnej osób niepełnosprawnych i osób z ograniczoną możliwością poruszania się podróżujących drogą lotniczą.](https://static.zpe.gov.pl/portal/f/res-minimized/RyHBaV1eIDPdm/1/27ugOfObqJN90kUu06PLSnwzjpwghA5d.jpg)
assistance to passengers with disabilities and reduced mobility (PMR) who are travelling by air.
Gallery
Scrabble and Type a word
![](https://static.zpe.gov.pl/portal/f/res-minimized/RquKCLHeVKP6A/1/1xDFWzxwagrrHrRRnnqUcBxeq1tPHkEu.jpg)
Zasób interaktywny dostępny pod adresem https://zpe.gov.pl/a/DYp7ob4eu
![](https://static.zpe.gov.pl/portal/f/res-minimized/R6NdHcqnmIL8Y/1/lBA79AlXyQin2Kr9r67ADGc233mO0FWc.jpg)
Zasób interaktywny dostępny pod adresem https://zpe.gov.pl/a/DYp7ob4eu
Dictionary
linia lotnicza
przylot
hala przylotów
pasażer przylatujący
asysta
czytnik bagażu
biuro reklamacji bagażowej
identyfiktor bagażu, potwierdzenie nadania
boarding
karta pokładowa, karta wstępu na pokład
bagaż podręczny
karuzela
przewoźnik
bagaż rejestrowany
odprawa, odprawa biletowo‑bagażowa
stanowisko check‑in
czynność kontrolna
reklamacja
kontrola zawartości
taśmiociąg
uszkodzenie
opóźnienie
pasażer odlatujący
osoba niepełnosprawna
punkt kontroli dokumentów
wózek elektryczny
urządzenie elektroniczne
trasa rejsu
numer bramki
agent handlingowy
życzę miłego lotu
pasażer niesłyszący
indywidualny numer
substancja płynna
luźne przedmioty
zgubienie walizek
autobus niskopodłogowy
maksymalny rozmiar
pasażer niepełnosprawny umysłowo
wykrywacz metali
przedmiot metalowy
pasażer z ograniczoną możliwością poruszania się
paszport
personel
bilet lotniczy
plastikowa torba
przedmiot niedozwolony
prześwietlenie
miejsce w samolocie
kontrola bezpieczeństwa
stanowisko kontroli bezpieczeństwa
bramka do skanowania metalu
ostry przedmiot
pasażer niewidzący
plastikowa torebka
schody
przywieszka
pokład samolotu
kasa biletowa
bilet/potwierdzenie rezerwacji
przewozić płyny
nadawać bagaż
uszkadzać
gubić
koszyk
bez opieki
wiza
pasażer niedowidzący
wózek inwalidzki
urządzenie rentgenowskie