Booking and Travelling Information for Users and Customers

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Booking and Travelling Information for Users and Customersand,for,users,And

    World Food Aviation Field Operations

     Programme xxxxxxx (Name of Service and Location)


    Booking and Travelling Information for Users and Customers

    This Annex W of the WFP ATM serves as a template for the CATO to produce a booklet for the Users and Customers of the WFP AFO Services. The content has to be adapted to the relevant scenario and local environment.

    The guidelines for Users for making movement requests for passengers and light cargo are outlined in Part A, sections 2 to 6. The conditions and procedures for carriage of passengers are in Part B, sections 7 to 14 and the users’ guidelines for booking and

    handling heavy or bulky cargo are in Part C, sections 15 to 23.

    The template below was made for helicopter operations but can also be applied to fixed-wing services, providing the necessary changes are made.

    The current version is Version 1.0 dated ----------------

    1. Purpose

    WFP Aviation Field Operations (WFP AFO) is providing humanitarian passengers

    and/or cargo services in XXXX (Country and Operations Base) with AAAAA and

    AAAAA (aircraft types). The service is called (WFP HAS, UNHAS, WFP Aviation) and is

    available to the following users (agencies, IOs, NGO’s, donor countries, etc) which

    are members of the XXX User Group that is chaired by (agency and function). The

    purpose of this document is to provide guidelines to:

    1- the User on the procedures for booking of passengers and/or cargo, and

    - the customer for travelling with WFP AFO aircraft.

    WFP AFO can only guarantee a satisfactory service when the users and customers

    follow the guidelines below to their full extent.

    A. Information for Users (Agencies/Entities) of Passenger and Light Cargo


    2. Priorities

    Within each priority category, space will be allocated on a "first come - first served"

    basis, for both passengers and light cargo (see below table). However, properly

    authorised emergency requests will be given the highest priority, and may disrupt the

    regularity of the schedule and/or established priorities.

     1 A User is an Agency or Entity that is member of the User Group and allowed to use the WFP AFO services under the conditions determined by the User Group and the WFP AFO SAOPs.

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    World Food Aviation Field Operations

     Programme xxxxxxx (Name of Service and Location)


    a. MEDEVAC/CASEVAC. a. Medical life-support equipment Immediate b. Certified aviation safety inspectors and accident and supplies,

    investigators, when required, b. AOG (Aircraft on Ground) spares

    c. Designated heads of UN agencies, donor and parts,

    governments, and NGOs with implementing c. Equipment and supplies for

    agreements with UN agencies in xxx (country) aircraft ground handling and

    management of aircraft operations,

    d. VOR (Vehicle off Road) spares and


    a. UN staff and staff of NGO implementing partners a. Perishable cargo and cargo for Priority One on emergency-related missions, immediate distribution upon

    b. UN staff and staff of NGO implementing partners arrival at destination,

    on initial deployment or with connecting flights, b. Cargo in transit connecting with

    c. Representatives of governments who are donors other flights,

    to UN humanitarian operations in xxx (country). c. Accompanied personal

    baggage not exceeding 20 kg.

    a. Staff of non UN-partner NGOs engaged in a. Cargo required for immediate Priority Two humanitarian operations in the xxxx replenishment stock, b. Personal

    baggage not exceeding 20kg.

    c. All other cargo.

    Note: Any entity not covered in the priority list above can request to be accredited by a User and book a seat through that User.

    3. Users Responsibilities - focal points

    3.1. Each eligible User (entity/agency) mentioned in the priority list (UN agency, NGO or donor government) is required to fill out and submit to WFP AFO the Focal Point Assignment Form (ATM Annex C 13) with no more than three focal points, who will be authorised to make booking requests and cancellations on behalf of the User, with full names, titles, specimen signatures, email addresses and other contact details.

    3.2. The eligibility of passengers to travel on WFP AFO flights will be the exclusive responsibility of each User submitting a request for travel. WFP AFO will consider any request for travel submitted by the designated users focal point(s) as a valid

    request from this entity/agency.

    3.3. WFP AFO reserves the right to seek clarification and verification of details on

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    World Food Aviation Field Operations

     Programme xxxxxxx (Name of Service and Location)

    lists of passengers submitted by users’ designated focal points, and will

    ultimately decide on passenger/entity eligibility in consultation with the User Group Committee.

    3.4. Users are requested to ensure that passengers booked and eventually authorised to travel on WFP AFO chartered helicopters have appropriate travel clearance - UN personnel are to have UNDSS Travel Authorisation and personnel staying in the field (for more than 1 day) are to have a valid MoFA Travel Permit.

    4. Criteria for Passenger Transport

    4.1. Notwithstanding the priority criteria established in Section 2 above, WFP AFO is only permitted to carry passengers directly involved in humanitarian operations implemented in xxxx (country). This does not include family members and/or dependants of humanitarian staff. Any exception to this rule, appropriately justified, can only be authorized by the RC/HC, on a case by case basis. 4.2. For a passenger to be authorized to travel, his/her name must appear on the passenger manifest list. No passenger will be authorised to board WFP AFO aircraft without being properly manifested, and issued a ticket as this is against ICAO and aviation industry regulations.

    4.3. All required travel documents such as visa and/or security clearances are the sole responsibility of the traveller.

    4.4. At airports without proper screening facilities, manual inspection of luggage may be carried out by WFP AFO staff or representatives, and in any case WFP AFO staff or representatives might require opening and inspecting any item or piece of luggage, and reserve the right to accept/reject them for carriage. Passengers who do not comply with these procedures will be denied access to the flight.

    5. Bookings and Confirmation Process

    5.1. Booking of passengers and light cargo/parcels can only be made by eligible user designated focal points either directly (in person) at the WFP AFO booking offices in xxxx (location) or via email to>

    The WFP AFO Booking office opening hours are:

    MONDAY - FRIDAY: xx - xx

    SATURDAY: xx - xx

    SUNDAY: xx xx or CLOSED

    Bookings over the telephone will never be accepted

    Both the passenger and cargo booking office are located at XXXXX Airport, XXXXXX Terminal, next to the XXX counter.

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    The Chief Air Transport Officer office is in (address)

    Soft copies of all procedures, documents and forms can be found on:

    5.2. Bookings must be received at least 48 hours prior to departure date, but not earlier than 14 days prior departure. All bookings should be confirmed by the traveller on the day before the flight.

    5.3. All bookings must be made through the Passenger Movement Request (PMR) or Cargo Movement Request (CMR) (ATM, Annexes C 11 and C 12). 5.4. Bookings should be made preferably by email, if not possible, in person at the booking office. Both the passenger and cargo booking office are located at XXX Airport, XXXX Terminal. The requestor will then receive an e-mail containing confirmation and ticket by return e- mail. Confirmation of bookings must be made 1 day before of the actual flight.

    5.5. The PMR must bear the official stamp of the requesting User, as well as the signature of one of the authorised focal points.

    5.6. In case of limited seat availability on a particular flight, WFP AFO reserves the right to confirm booking for a maximum of five passengers from the same User. 5.7. WFP AFO will provide confirmation of booking, and booking reference number, within 48 hours of the submission of a PMR or CMR, and no later than 24 hours before the requested departure. Entities/agencies will be advised accordingly for passengers/cargo put on waiting list.

    5.8. Cancellation of confirmed bookings must be received by WFP AFO at least 24 hours before departure.

    5.9. WFP AFO reserves the right to cancel any scheduled flight and will inform confirmed passengers as early as possible. Any re-booking on a successive WFP AFO flight will require the submission of a new PMR.

    5.10. Passengers not listed on the manifest will not be authorized to travel, unless a specific, written authorization from the WFP AFO Chief Air Transport Officer (CATO) is provided.

    6. Evacuations

    6.1. For medical (MEDEVAC) and security evacuations, WFP AFO can be reached by phone 24 hrs/day and 7 days/week at: xxxxxxxx

    6.2. MEDEVAC and evacuation flights can only be undertaken according to applicable WFP AFO flight rules and restrictions, including Visual Flight Rules (VFR) conditions, daytime flights, etc. These regulations, however, should not prevent any individual or agency from requesting an evacuation, should the need arise.

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     Programme xxxxxxx (Name of Service and Location)

    6.3. WFP AFO aircraft are not equipped as air ambulances for medical evacuation. Nevertheless, stretchers can be accommodated in the aircraft. It will be the entire responsibility of the requesting User to ensure that all appropriate measures/equipment are taken / available for medical evacuation (e.g. ambulance at place of departure and destination, wheelchair, onboard medical assistance, medical visas/paperwork, etc.).

    B. Information for Customers (Passengers)

    7. Tickets

    7.1. Flight tickets can be collected at the XX counter before the flight, upon

    presenting the check-in staff their agency ID card, national ID card, passport

    or UNLP. If the reservations are done by e-mail; the requestor will receive

    final confirmation and ticket by e-mail.

    7.2. Tickets are valid only for named person and shall not be exchanged or

    traded. It is the responsibility of passengers or agency to confirm

    passengers are manifested and to collect passenger tickets.

    7.3. If you are delayed for your scheduled flight due to force majeure, provided

    you promptly advise us, we will at our discretion either refund in accordance

    with local WFP Aviation procedures or carry you at the earliest opportunity

    on another of our chartered flights on which space is available. 7.4. The ticket is at all times the property of the issuing carrier. 7.5. You are not entitled to board on a flight:

    ; Unless you present a valid ticket and are on the passenger list for that

    flight and all other unused flight coupons and the passenger coupon;

    ; If the ticket is mutilated or has been altered by others than authorized

    WFP Aviation staff.

    7.6. If you are travelling with an electronic ticket you must provide valid

    identification and a valid electronic ticket must been issued in your name. 7.7. In case of loss or mutilation of a ticket, we will upon request replace such

    ticket by issuing a new ticket provided there is evidence that a valid ticket for

    the flights in question was issued.

    7.8. In the case of loss or mutilation of a ticket that is fully refundable we may

    require you buy a new ticket, subject to refund and if and when we are

    satisfied that the lost or mutilated ticket has not been used before expiry of

    its validity.

    7.9. A ticket is a valuable and you should take appropriate measures to ensure it

    is not lost or stolen.

    7.10. The validity of the ticket is in general limited to a specific flight, date and

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    route. The ticket is valid only for the transportation shown on the ticket,

    from the place of departure via any agreed transfer or transit stops to the

    final destination.

    7.11. Please be advised that in the event you do not show up for any flight without

    advising us in advance, we may cancel your return or onward reservations. If

    you do advise we will not cancel your subsequent flight reservations.

    8. Check-in

    8.1. Passengers must carry a valid photo identity card from their parent

    organisation or their UNLP, their flight ticket, and a copy of their security

    clearance to travel. Some XXXX security personnel at the Hubs still require

    passport and visa details, and therefore passengers are recommended to

    carry photocopies of the relevant pages of their passports. Local staff should

    carry their XXXX identity documents.

    8.2. Passengers are requested to report to the WFP AFO Check-In counter at

    theXXX Check-In at XXXX Airport XXXX Terminal no later than one hour

    before the scheduled time of departure (STD). WFP AFO reserves the right to

    consider passengers reporting after cut-off time as 'no-show' passengers. 8.3. "Wait Listed" passengers will be allocated seats on a space available basis

    and according to their order of priority on the waiting list. 8.4. Check-in for passengers returning to XXX from the hubs will be undertaken

    by WFP AFO staff when and where they are present. Otherwise a member of

    the Hub staff or a member of the aircraft crew will perform the check-in

    duties. Please report to the WFP AFO staff or Hub staff in the morning of the

    day of the flight to XXX and he/she will inform you on the required check-In

    time at the Hub.

    8.5. At airports/airstrips without WFP AFO staff presence:

    The Pilot-in-Command will perform the check-in duties on behalf of WFP

    AFO on locations without WFP AFO representation, in case of duplication of

    manifests at the outstations with conflicting information, the manifest

    presented by the Pilot-in-Command will be considered the latest

    amendment and therefore the valid manifest to be used.

    9. Passenger Luggage and Small Cargo/Parcel Services

    9.1. The maximum allowance for carry-on luggage is fixed at 20 kg per passenger.

    9.2. All excess baggage has to be pre-booked. Excess baggage weighting between

    20 Kg and 30 Kg has to be requested to be transported by clearly mentioning

    this in the Remarks section on the Passenger Movement request (PMR)

    form. The excess baggage will be transported as requested, space and

    aircraft capacity permitting.

    9.3. Eligible Customers may request the transportation of small cargo/parcels

    limited to 1.3 cubic meters and 30 kg per piece, using the Cargo Movement

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    Request procedures described in the Cargo Procedures, Parts 15-23 . All cargo must be correctly labelled with weight, destination, consignor and consignee details.

    9.4. Right to refuse carriage

    WFP AFO may refuse to carry you or your baggage if we have notified you in writing that we would not at any time after the date of such notice carry you on our flights. We may also refuse to carry you if one or more of the following have occurred or we reasonably believe may occur:

    9.4.1. The carriage of you or your baggage may endanger or affect the safety, health or materially affect the comfort of other passengers or crew; 9.4.2. Your mental or physical state, including your impairment from alcohol or drugs, presents hazard or risk to yourself, to other passengers, crew or to property;

    9.4.3. You have committed misconduct on a previous flight, and we have reason to believe that such conduct may be repeated;

    9.4.4. You have refused to submit to a security check;

    9.4.5. You have not paid the applicable fare, fee, taxes or charges; 9.4.6. You do not appear to have valid travel documents, may seek to enter a country through which you may be in transit, or for which you do not have valid travel documents, destroy your travel documents during flight or refuse to surrender your travel documents to the flight crew when so requested; or if we have reason to believe that you will not be permitted to enter the country of your destination or any other country through which you may be in transit;

    9.4.7. You present a ticket that has been acquired unlawfully, has been purchased from an entity other than us, or our contracted agents/handlers, or has been reported as lost or stolen, is a counterfeit, or you cannot prove that you are the person named on the ticket;

    9.4.8. You have failed to comply with the requirements in article 2.8 above concerning coupon sequence and use, or you present a ticket which has been issued or altered in any way, other than by us or our contracted agents, or the ticket has been mutilated;

    9.4.9. You fail to observe our instructions with respect to safety or security.

    9.5. Right to Search

    For reasons of safety and security, we might request a search and scan of your person and a search, scan or x-ray of your baggage. If you are not available, your baggage might be searched in your absence for the purpose of determining whether you are in possession of or whether your baggage contains any item described in article 9 below. If you are unwilling to comply with such request we may refuse to carry you and your baggage.

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    9.6. Checked Baggage

    9.6.1. Upon delivery of your baggage WFP AFO will issue a baggage

    identification tag for each piece of your checked baggage. 9.6.2. Checked baggage must have your name and address affixed to it. 9.6.3. Checked-in baggage will whenever possible be carried on the same

    aircraft as you, unless WFP AFO decides for safety, security or operational

    reasons to carry your checked baggage on an alternative flight. 9.7. Cabin Baggage

    9.7.1. In general baggage that you carry onto the aircraft must fit under the

    seat in front of you or in an enclosed storage compartment in the cabin.

    If your baggage cannot be stored in this manner, or is of excessive weight,

    or considered unsafe for any reason, it must be carried as checked-in


    9.7.2. Information about specified maximum dimensions and weight for

    baggage for our chartered carrier is available at the local WFP Aviation

    office, our chartered carrier or contracted handling agent. 9.8. Special Assistance

    9.8.1. Acceptance for carriage of unaccompanied children, incapacitated

    persons, pregnant women, and persons with illness or other people requiring

    special assistance is subject to prior arrangement with us unless otherwise

    required under applicable laws, regulations and orders.

    9.8.2. Special assistance will be performed in accordance with the local WFP

    AFO procedures and the carrier’s standard operational procedures.

    9.8.3. WFP AFO will not accept an unaccompanied minor if we, at the time

    of check-in, have reason to believe that we might fail to stop at the

    destination due to weather conditions or any other reason due to

    exceptional circumstances.

    9.9. Collection and delivery of Checked baggage

    9.9.1. You are required to collect your checked baggage as soon as it is

    made available at your destination or stopover. Should you not collect it

    within a reasonable time, we may charge you a storage fee. Should your

    checked-in baggage not be claimed within three months from the time it is

    made available, we may dispose of it without any liability to you.

    9.9.2. If a person claiming checked baggage is unable to produce the

    baggage identification tag, we will deliver the baggage to such person only

    on condition that he or she establish proof to our satisfaction his or her right

    to the baggage.

    10. Transportation of Dangerous Goods

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    10.1. The transport of hazardous goods as per ICAO and IATA regulations is strictly

    regulated. The Dangerous Goods Regulations must be strictly adhered to by

    all personnel involved in preparing and booking consignments for travel on

    WFP AFO chartered aircraft.

    10.2. The hazardous cargo list includes but is not limited to the following

    categories of goods. If in doubt about the regulations applicable to any

    cargo or carried item, please contact WFP AFO Booking Office.

     Any type of fuel (Diesel/Jet-Al, Kerosene, etc.).

     Cylinders of compressed air or oxygen are prohibited from air transport

    unless used as life saving oxygen-breathing apparatus in certain limited

    medical uses. (Under air- medics supervision).

     Camping gear portable canisters, which may contain flammable gas,

    flammable liquid. Non-Safety matches are also prohibited.

     Any pressured cylinder whether full or empty. This includes cylinders used for

    cooking gas (propane).

     Various Medical supplies, which may contain dangerous chemicals.

    (Conditions apply).

     Pharmaceuticals which may contain dangerous chemicals, e.g. acids

    (Conditions apply).

     Photographic supplies i.e. darkroom chemicals. (Prohibited). Refrigerators of the type that contain toxic gas or dangerous liquids.

    (Conditions apply).

     Repair kits which may contain dangerous goods: Cellulose paints, organic

    peroxides, etc. (Prohibited).

     Some medical items for scientific research i.e. unknown samples for testing

    may contain dangerous goods. (Prohibited unless identified). Swimming pool chemicals, water chemicals, which may contain dangerous

    chemicals. (Prohibited).

     Toolboxes may contain explosives; compressed gases or flammable gases

    (Butane cylinders). (Prohibited).

     Motor Vehicle or generator batteries, only if dry. (Conditions apply). Heat producing articles e.g. battery-operated equipment such as underwater

    torches and soldering equipment, which, if accidentally activated, will

    generate extreme heat, are prohibited.

    11. Conduct Aboard Aircraft

    If in WFP AFO’s reasonable opinion you conduct yourself aboard the aircraft so as to endanger the aircraft or any person or property on board, or obstruct the crew in the performance of their duties, or fail to comply with any instructions of the crew Passenger Procedures Country/City

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    including but not limited to those with respect to smoking, alcohol or drug consumption, or behave in a manner which causes discomfort, inconvenience, damage or injury to other passengers or the crew, you may be disembarked and refused onward carriage at any point, and may be prosecuted for offences committed on board the aircraft.

    12. Administrative Formalities

    12.1. General

     You are responsible for obtaining all required travel documents, visas and

    security clearance and for complying with the laws, regulations, orders,

    demands and travel requirements of countries to be flown from, into or

    through which you transit.

    12.2. WFP AFO, shall not be liable for the consequences to any passenger resulting

    from his or her failure to obtain such documents or visas or to comply with

    such laws, regulations, orders, demands, requirements rules or instructions.

    12.3. Travel documents

    Prior to travel, you must present all exits, entry and other documents

    required by law, regulation, order, demand or requirement of the countries

    concerned. We reserve the right to refuse carriage if you have not complied

    with these requirements, or your travel documents do not appear to be in


    12.4. Refusal of entry

    If you are denied entry into any country, you will be responsible to pay any

    fine or charge and for the cost of transporting you from that country. The

    fare collected for carriage to the point of refusal or denied entry will not be

    refunded by us

    12.5. Customs inspection

    If required, you shall attend inspection of your baggage, by customs or by

    other government officials. WFP AFO is not liable to you for any loss or

    damage suffered by you in course of such inspection or through your failure

    to comply with this requirement.

    13. Liability

    13.1. The liability of each carrier involved in your journey will be determined by

    the carrier’s own conditions of carriage.

    13.2. Any liability for damage will be reduced by any negligence on your part,

    which causes or contributes to the damage.

    13.3. If you wish to file a claim or an action regarding damage to checked baggage,

    you must notify us as soon as you discover the damage and latest within

    seven days from receiving the baggage. Such notification must be made in


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