AIRLINE MODULE 3 PART 3 & PART 4

PRM

Passengers with Reduced Mobility (_________)

UM

Unaccompanied Minors

VIP

VIPs & Diplomatic

Passengers

Groups

Large Tour Groups

Passenger with Reduced Mobility

(PRM)

is anyone whose ability to

move through the airport is reduced

due to a physical, sensory, cognitive,

age-related, or temporary condition.

PRM RESPONSIBILITY

Dignified, safe, coordinated assistance

UM RESPONSIBILITY

Controlled custody & documentation

VIP RESPONSIBILITY

Protocol and coordination

TOUR GROUP RESPONSIBILITY

Coordination & passenger accountability

Touchpoint

Any moment a passenger interacts with a service, brand, or system — a booking website, a check-in counter, a boarding gate announcement

Passenger Travel Cycle

end-to-end journey a traveler experiences

Pain Point

moment of frustration, confusion, or unmet expectation — hidden fees, long queues, lost baggage, unclear signage

Stage 1: Awareness & Booking

Where the journey truly begins — online, on

social media, or over a family dinner.

Stage 2: Pre- Departure

Documents, deadlines, and the growing anxiety before takeoff.

Stage 3: Airport departure

The gauntlet of check-in, security, and immigration — where minutes matter.

Stage 4: In-Flight

30,000 feet up — service, comfort, and entertainment define the experience

Stage 5: Airport Arrival

Almost there — but immigration, baggage, and customs can make or break the landing experience.

Stage 6: Onward Journey

The last mile — and often the most forgotten part of the

travel experience