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Description of Individual Course Units

Course Unit Code Course Unit Title Type Of Course D U L ECTS MSH 0228 PASSENGER SERVICES MANAGEMENT ELECTIVE 3 0 0 4

Offered By

Civil Aviation and Cabin Services

Level of Course Unit

Short Cycle Programmes (Associate's Degree)

Course Coordinator

DOCTOR KAĞAN ÇAĞRI KARACA

Offered to

Civil Aviation and Cabin Services

Course Objective

To provide information about the practices to which passengers are subjected at airports, their order and operation.

Learning Outcomes of the Course Unit

1   1. To be able to explain the duties and responsibilities of the passenger services department, to list the duties of the passenger services department and to define the responsibilities of the passenger services department, 2   2. To be able to define the check-in process and to explain the types of check-in. 3   3. To have an idea about managing the density of passenger and baggage traffic. 4   4. To be able to understand the relationship between ground services and passenger services, 5   5. To be able to recognize ground services and terminals, to explain the concept of terminals and to be competent in their types.

Mode of Delivery

Face -to- Face

Prerequisites and Co-requisites

None

Recomended Optional Programme Components

None

Course Contents

Week Subject Description 1 Definition and Content of Marketing; Marketing Concept and Function, Characteristics of Marketing 2 Airline Marketing; Structure and Characteristics of Airline Industry, Marketing Environment 3 Airline Marketing, Characteristics of Airline Marketing, Customer 4 Marketing Strategies 5 Product in Airline Marketing 6 Pricing and Revenue Management in Airline Market 7 Distribution in Airline Marketing 8 Midterm Exam 9 Distribution in Airline Marketing 10 Promotion in Airline Marketing 11 Relationship Marketing in Airline Industry 12 Brand Management in Airline Marketing 13 Brand Management in Airline Marketing 14 Future of Airline Marketing 15 New Developments in Airline Transportation 16 Final Exam

Recomended or Required Reading

1. Nobutaka Yamada (2018), Passenger Traffic Management. Dr. Saiful Simanullang, SE, MM. ve Dr. Sabil, SE, MM (2022), SERVICE MANAGEMENT BASED ON PASSENGER LOYALTY (Transjakarta) 2. SHGM, DHMI, IATA, ICAO Documents 3. ERGUN, N. `Yolcu Hizmetleri Anadolu University, ISBN: 978-975-06-1991-5

Planned Learning Activities and Teaching Methods

Lecture, topic preparation, in-class practice.

Assessment Methods

SORTING NUMBER SHORT CODE LONG CODE FORMULA 1 MTE MIDTERM EXAM 2 FIN FINAL EXAM 3 FCGR FINAL COURSE GRADE (RESIT) MTE * 0.50 + FIN * 0.50 4 RST RESIT 5 FCGR FINAL COURSE GRADE (RESIT) MTE * 0.50 + RST * 0.50

Further Notes About Assessment Methods

None

Assessment Criteria

Assignments, Exams

Language of Instruction

Turkish

Course Policies and Rules

1. Attendance of at least 70% of the classes is mandatory. 2. Participation in in-class activities is required.

Contact Details for the Lecturer(s)

kagancagri.karaca@deu.edu.tr

Office Hours

The days and times specified in the weekly lesson schedule to be announced.

Work Placement(s)

None

Workload Calculation

Activities Number Time (hours) Total Work Load (hours) Lectures 14 3 42 Preparations before/after weekly lectures 14 3 42 Preparation for midterm exam 1 5 5 Preparation for midterm exam 1 5 5 Final 1 1 1 Midterm 1 1 1 Participating Lectures and Field Studies 14 1 14 TOTAL WORKLOAD (hours) 110

Contribution of Learning Outcomes to Programme Outcomes

PO/LO PO.1 PO.2 PO.3 PO.4 PO.5 PO.6 PO.7 PO.8 PO.9 PO.10 PO.11 PO.12 PO.13 PO.14 PO.15 LO.1 1 LO.2 1 1 1 LO.3 1 1 1 LO.4 1 1 1 LO.5 1