(1)
Definition. Passenger handling shall mean the services
required by a passenger air carrier to assist passengers arriving at or
departing from the terminals, including the following:
(a) Ticket counter information;
(b) Up to date departure and arrival flight
status and information, both in the terminal and by means of at least three
telephone message lines;
(c)
Passenger ticketing and seat assignment;
(d) Baggage tagging;
(e) Departure lounge supervision and
information;
(f) Boarding
information and ticket lift;
(g)
Supervision of passenger while on the ramp;
(h) Assistance for handicapped, elderly and
wheel chair passengers;
(i) Baggage
claim supervision and security;
(j)
Lost/damaged baggage information;
(k) Passenger supervision for U.S.
Immigration and Naturalization Service and Customs Service;
(l) Supervision and responsibility for tour
operators who may be present;
(m)
Posting for the public the flight number and the name of the airline, tour
operator and handling companies for each flight handled by the
operator;
(n) At the request of the
Authority, making available to the public in a conspicuous location various
publications provided by the Authority; and
(o) Such other passenger services as may be
determined by the Authority from time to time.
(2)
Equipment. An
operator performing passenger handling shall maintain at least five wheel
chairs.
(3)
Facilities. An operator performing passenger handling
shall:
(a) Have access to an Authority
approved ticket counter which has the capability to provide three ticket agents
per enplaning of a narrow body plane and four ticket agents per enplaning of a
wide body plane;
(b) Lease or
sublease office space for supervisory and support personnel in the vicinity of
the approved ticketing area; and
(c) Have access to an area designated as
"Flight Planning Room" for crews of commercial air carriers serviced by the
operator. This room shall be available 24 hours per day, seven days per week,
and shall include:
1. Area for weather
service, flight planning and filing sufficient to meet the needs of the
commercial flight crew which shall be not less than 75 square feet;
2. Access to men's and women's rest rooms for
the use of the commercial flight crew;
3. Public telephones, SITA or comparable
telex equipment and dedicated direct line or automatic dial FAA/FSS telephone;
and
4. A crew lounge with a minimum
of 200 square feet, exclusive of rest rooms.
(4)
Training.
Employees engaged in passenger handling shall be trained in and familiar with
passenger ticketing and check-in services, U.S. Customs and Immigration rules
and procedures, Logan's ground transportation system, and the services
available for the handicapped. Such employees shall possess the recommended
foreign language capabilities for foreign flights.
(5)
Staffing.
(a) While providing passenger handling
services, the operator shall have one customer service representative on duty
for every 50 or less departing passengers. Customer service representatives
providing informational services to passengers shall be on duty at such
locations and times as determined by the Authority from time to time.
(b) While providing passenger handling
services, the operator shall have at least one supervisor on duty. During the
period until a flight is completely boarded, one supervisor shall be clearly in
view of the passengers.
