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항공사 여객운송 공항서비스 실무 (3판)
- 김한성 외 공저 저
- (주)도서출판한올출판
- 2022년 01월 10일
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정가19,800원
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카드할인/포인트결제 안내
제휴카드
반디앤루니스 롯데카드 결제금액 최대 25% 청구할인 (1만원 이상 결제건에 한해 월 2회, 건당 최대 1만원 할인) 반디앤루니스 우리V카드 결제금액 10% 청구할인 포인트결제
OK캐쉬백 포인트 최소 10원부터 전액 사용 or 1% 적립 현대카드 M포인트 결제금액의 최대 10% 사용 가능 신한카드 포인트 결제금액의 최대 10% 사용 가능(일부카드) 하나(구.외환) 포인트 보유 한도 내에서 100% 사용 가능 씨티카드 포인트 결제금액의 최대 50% 사용 가능 할인카드
NH농협 TAKE5카드 20% 청구할인(Edu Pack) 채움 플래티늄 멀티카드 20% 청구할인 모바일 Tmoney 신한카드 10% 청구할인 신한카드 Shopping 10% 청구할인 NH농협 체크카드 10% 청구할인 NH20 해봄 신용카드 10% 청구할인 씨티 클리어 카드 7% 청구할인 NH20 해봄 체크카드 5% 청구할인 NH농협 LADY다솜카드 5% 청구할인 신한카드 큐브 5% 청구할인 신한카드 큐브 PLATINUM# 5% 청구할인 
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회원리뷰
ISBN: 9791166471766
308쪽
648g
190 x 245 (㎜)
책 소개
저자 소개
저자 : 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
저자 : 박다현
저자 : 윤준노
한국 외국어 대학교 서양어대학 스페인어과 졸업
경기대학교 서비스경영전문대학원 서비스경영전공 재학중
현) 금호아시아나그룹 에이큐 주식회사 대표이사
전) 아시아나항공 한국지역본부 판매기획팀장
아시아나항공 시애틀지점
저자 : 강설민
총신대학교 영어교육과 졸업
현) 질병관리청 산하 대한결핵협회
전) 에어프레미아㈜ 공항서비스운영팀
에어서울㈜ 인천공항서비스지점
유네스코한국위원회 유네스코학교팀
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
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
배송 시 유의사항
- 반디앤루니스에서 구매하신 도서는 물류 대행 위탁업체 웅진 북센을 통해 배송됩니다.
(배송 포장에 "웅진 북센"으로 표기될 수 있습니다.)
- 구매한 상품의 품질과 배송 관련 문의는 반디앤루니스로 문의 바랍니다.
- 천재지변 및 택배사의 사정에 따라 배송이 지연될 수 있습니다.
- 결제(입금) 완료 후 출판사 및 유통사의 사정으로 품절 또는 절판 되어 상품 구입이 어려울 수 있습니다. (별도 안내 예정)
- 도서산간지역의 경우 추가 배송비가 발생될 수 있습니다.
반품/교환
상품 설명에 반품/ 교환 관련한 안내가 있는 경우 그 내용을 우선으로 합니다. (업체 사정에 따라 달라질 수 있습니다)
반품/교환
-
반품/교환 반품/교환 방법 홈 > 고객센터 > 자주찾는질문 “반품/교환/환불” 안내 참고 또는 1:1상담게시판 반품/교환 가능 기간 반품,교환은 배송완료 후 7일 이내, 상품의 결함 및 계약내용과 다를 경우 문제발견 후 30일 이내에 신청가능 반품/교환 비용 변심 혹은 구매착오의 경우에만 반송료 고객 부담(별도 지정 택배사 없음) 반품/교환 불가 사유 - 소비자의 책임 사유로 상품 등이 손실 또는 훼손된 경우
- 소비자의 사용, 포장 개봉에 의해 상품 등의 가치가 현저히 감소한 경우
- 복제가 가능한 상품 등의 포장을 훼손한 경우 : 예)만화책, 잡지, 화보집 등
- 시간의 경과에 의해 재판매가 곤란한 정도로 가치가 현저히 감소한 경우
- 전자상거래등에서의 소비자보호에 관한 법률이 정하는 소비자 청약철회 제한 내용에 해당되는 경우
- 해외주문 상품(해외 원서)의 경우(파본/훼손/오발송 상품을 제외)
소비자 피해보상
환불지연에 따른 배상- 상품의 불량에 의한 반품, 교환, A/S, 환불, 품질보증 및 피해보상 등에 관한 사항은
소비자 분쟁해결 기준(공정거래위원회고시)에 준하여 처리됨 - 대금 환불 및 환불지연에 따른 배상금 지급 조건, 절차 등은 전자상거래 등에서의
소비자 보호에 관한 법률에 따라 처리함
반품/교환 주소 경기도 파주시 문발로 77, 웅진북센(반디앤루니스)
