Resolution by Government of the Republic of Kazakhstan No. 1512 dd. December 31, 2010
On approval of Rules for passenger service in airports in the Republic of Kazakhstan
(as amended on 22.01.2013)

In accordance with sub-clause 36) of Article 13 of the Law of the Republic of Kazakhstan dd. July 15, 2010 ‘On use of air space of the Republic of Kazakhstan and aviation activity’, the Government of the Republic of Kazakhstan DECIDES:
     1. To approve the attached Rules for passenger service in airports in the Republic of Kazakhstan.
     2. To implement this Resolution upon expiration of ten calendar days from the date of first official publication

Prime Minister
Republic of Kazakhstan                                                                                                                           K. Massimov

Rules are set out in the version of the Resolution by Government of the Republic of Kazakhstan No. 24 dd. 22.01.13 (see previous version)

Approved
with the Resolution by Government of the Republic of Kazakhstan
No. 1512 dd. December 31, 2010

Rules for
passenger service
in airports in the Republic of Kazakhstan

1. General provisions

   1. These Rules for passenger service in airports in the Republic of Kazakhstan (‘Rules’) have been developed in accordance with the Law of the Republic of Kazakhstan dd. July 15, 2010 ‘On use of air space of the Republic of Kazakhstan and aviation activity’.
   2. These Rules shall govern the procedure and organization of passenger service in airports in the Republic of Kazakhstan and designed to ensure safety and quality of passenger service.
   3. Terms and definitions used in these Rules:
1) agent – an individual or a legal entity representing airlines, airport, which is authorized to directly act on its behalf when performing all procedures associated with arrival, departure, and clearance of an aircraft of the airlines, crew, passengers, baggage, cargo, mail, and catering;
2) column ‘Last Minute Change’ (LMC) of the loadsheet – a column which indicates the changes in number of passengers, baggage made at the last minute;
3) passenger service – procedures associated with preparation and implementation of air carriage, as well as providing them with additional paid or free services to meet the needs;
4) ramp vehicle – a vehicle designed to transport passengers between an aircraft and an airport building;
5) claim – a demand filed in written (electronically) by a concerned person who seeks compensation for damage (loss) which occurred during an improper air carriage of baggage;
6) property irregularity report (PIR) – a document issued by the carrier or the handling company before a passenger or his/her authorized representative as soon as damage caused to any baggage is detected;
7) baggage – belongings of a passenger transported by the carrier aboard an aircraft under an air carriage contract;
8) baggage label – a document issued by the carrier for identification of checked-in baggage of a passenger;
9) itinerary receipt – a document or documents that are part of an electronic ticket and contain the necessary information (e.g., name of the passenger, route, fare, etc.) and notices;
10) checked-in baggage – baggage of a passenger accepted by the carrier for carriage under the responsibility of the carrier, and for which the carrier issued a baggage receipt and a baggage label;
11) unclaimed baggage – baggage which arrived at a destination airport (point) indicated in a baggage label and not collected by a passenger;
12) unchecked baggage (carry-on baggage) – baggage of passengers, other than registered, marked with labels ‘carry-on baggage’ carried in the cabin of an aircraft with the consent of the carrier;
13) transfer baggage – baggage that under an air carriage contract is loaded at the transfer airport (point) from an aircraft operating a flight to an aircraft operating another flight on route of the air transportation;
14) transit passenger – a person who subject to an air carriage contract arrives in an intermediate airport and is carried further by the same flight;
15) transfer passenger – a person who subject to an air carriage contract arrives in a transfer (transshipment) point by one flight and is carried further by another flight on route of the air transportation;
16) person with reduced mobility (PRM) – a passenger whose capacity is limited due to (sensory or motor, chronic or temporary) disability, mental disability, age changes or other restrictions, and whose condition requires appropriate support and adaptation;
17) column ‘endorsement’ – a column in a ticket which indicates passenger data.
   4. When servicing the passengers in airports of the Republic of Kazakhstan, the passenger handling department, which is a structural subdivision of the airport, performs the following functions:
1) ensuring the regularity of flights;
2) development and implementation of measures to ensure the safety and timely delivery of baggage of passengers;
3) check-in of tickets of passengers, weighing and check-in of baggage of passengers in accordance with the aviation standards of international organization in the field of civil aviation, as well as the provisions of airlines;
4) providing with a package of traffic documents for each flight;
5) summarizing a check-in at the end of the check-in;
6) identification of available seats and control of loading of an aircraft (passengers, baggage) according to traffic documents, aircraft loading documents, and provisions of airlines;
7) invitation of passengers to board and accompanying them to an aircraft;
8) boarding of passengers, loading of baggage onto an aircraft verifying the actual number of passengers with that of traffic documents;
9) unloading of baggage of no-show passengers;
10) meeting and accompanying the arriving passengers to the arrival lounge of the terminal;
11) acceptance and accompanying the baggage between an airport terminal and an aircraft;
12) ensuring the quality of service of passengers using air transport services at the airport in accordance with international standards which provisions are listed in Annex 1 to these Rules.
   5. Passenger service in airports is performed in the following order:
1) service of departing passengers;
2) service of arriving passengers;
3) service of transfer passengers;
4) service of transit passengers;
5) service of a passenger filing a claim for improper air carriage, involving a representative of airlines;
6) service of persons with reduced mobility.

2. Service of departing passengers

   6. The procedure for service of departing passengers is as follows:
1) check-in of departing passengers in an airport begins no later than two hours prior to departure of an aircraft (depending on aircraft type and number of passengers) for international flights, and 1.5 hours prior to departure of an aircraft (depending on aircraft type and number of passengers) for domestic flights, and it closes 40 minutes prior to departure of an aircraft;
2) agents receive from a dispatcher the information on number and type of aircraft, number of seats, airlines, number of sold tickets, and more information on departing very important passengers, disabled, sick, transfer, and transit passengers, passengers checked-in using the internet, self check-in counters, and other communications;
3) an agent prepares travel documents required for a flight (boarding passes, baggage labels, ‘hand baggage’ label, ‘glass’ label, and, in case of manual check-in, passenger manifests and baggage manifests);
4) agents check the validity and correctness of tickets given to passengers, flight dates and numbers, departure time, destination airport, availability of a stamp of sales point, ticket validity, and name of a passenger in the PNL list. If necessary, an agent checks the availability of a record and a stamp in the column ‘Endorsement’;
5) visual inspection of baggage accepted for carriage;
6) weighing of baggage and carry-on baggage given by a passenger;
7) entering data on baggage for the given/connecting flight (-s);
8) an agent shall determine the number of pieces and weight of baggage and carry-on baggage, fix numbered baggage labels onto the baggage accepted for transportation and ‘carry-on baggage’ labels onto the carry-on baggage. The tear-off coupons of baggage labels should be given to a passenger. When checking-in a group of passengers traveling to the same destination point in automatic check-in, an agent checks-in all baggage accepted for carriage for one adult in the group in the ‘family’ or ‘group’ mode, and an agent verifies in manual check-in the total weight with total weight of free baggage allowance for the whole group, and makes relevant notes on the passenger manifest;
9) identification and check-in of excess baggage entering data into the ticket check-in system;
10) for the avoidance of potential conflicts when detecting any violations related to procedures of ticket and baggage check-in (passenger's refusal to follow the airlines requirements, breaches in ticket check-in), an agent shall immediately inform a shift manager;
11) after the check-in, an agent working with an agent of airport official delegations lounge (VIP, CIP lounges) servicing very important passengers verifies the number of checked-in passengers for each boarding point and for the whole flight.
In case of automatic check-in an agent prints the required number of passenger manifests, and in case of manual check-in an agent summarizes each check-in sector and transfers the check-in summary to a dispatcher for making a consolidated loadsheet;
12) a baggage handling agent/ a baggage loader counts the number of pieces of baggage for each loading item and compares it with the data from each check-in sector.
In case of manual check-in a baggage handling agent/ a baggage loader receives from an agent the data on number of pieces and weight of checked-in baggage recorded in the passenger manifest. By verifying the received data to the actual number of pieces of baggage for each unloading item, a baggage handling agent/ a baggage loader loads an aircraft in accordance with the airlines’ provisions for aircraft loading and signs the actual data;
13) check-in of passengers late for check-in shall not be performed;
14) an agent asks passengers to go from the waiting lounge to the air bridge for boarding, or to the ramp vehicle in case of boarding at distant parking;
15) an agent checks boarding passes of passengers and compares passenger name indicated on the boarding pass with the name on the identity document, enters data of passengers into a system, and, if having special devices, scans the information from the boarding pass.
Before dispatching a ramp vehicle, an agent announces for passengers the name of airlines, route and flight number;
16) all violations associated with the boarding procedure of departing passengers and flight documentation (mismatch of quantity of boarding passes to the total number of checked-in passengers, mismatch of quantity of boarding passes by class of service, no-show passenger) shall be immediately reported to an airport shift manager;
17) after boarding of passengers onto an aircraft, an agent verifies the actual number of passengers on the flight with a flight attendant, comparing it with the boarding passes and summarized check-in data obtained from an airport dispatcher, and makes the necessary changes in the column ‘LMC’ of a consolidated loadsheet;
18) an agent transfers a consolidated loadsheet and a weight and balance sheet to a co-pilot of an aircraft, and informs a dispatcher on completion of the boarding and beginning of aircraft taxiing;
19) baggage of no-show passengers shall be unloaded without fail.
   7. When checking-in the baggage of passengers checked-in using the internet, self check-in counters, and other communications, agents at separate counters (check-in of baggage of the checked-in passengers) verify the boarding passes with documents of passengers, and check-in baggage in accordance with the provisions of airlines. A self check-in counter and a baggage check-in counter closes 40 minutes prior to departure.
   8. Admission, check-in, delivery, loading, and claim of baggage are ensured by the following persons involved in the procedures:
1) agent;
2) baggage handling agent/baggage loader;
3) flight attendant / representative of airlines.
   9. For the international flights an itinerary receipt is required during passport control as proof of a return ticket.
   10. Ticket and baggage check-in of departing passengers is carried out at counters in the operating lounge or using other check-in methods.
   11. When checking-in a passenger with children, an agent checks a document certifying the age of a child (birth certificate).
   12. Check-in of ticket of an unaccompanied child upon presentation of a document identifying a child shall be in accordance with the provisions of airlines. Seats in an aircraft cabin are provided according to the status of a ticket.
   13. When servicing the sick passengers, an agent checks a ticket and a medical report containing a permit for transportation by air, indicating the specific requirements for conditions of carriage of such passenger, and then draws traffic documents in accordance with the aviation standards of international organization in the field of civil aviation, as well as the provisions of airlines.
   14. When servicing the pregnant passengers, an agent checks a ticket, a prenatal record (at any stage of pregnancy), and a medical report for pregnant passengers whose duration of gestation is twenty eight to thirty six weeks containing a permit for transportation by air. Pregnant passengers with more than thirty six weeks of gestation are not accepted to carriage by air.

3. Service of arriving passengers

   15. The procedure for service of arriving passengers is as follows:
1) after the estimated time of arrival has been announced by a dispatcher, agents receive from a dispatcher of the passenger handling department the following information on the arriving aircraft:
   flight number;
   arrival time;
   planned parking;
   number of passengers including transfer and transit passengers;
   weight of baggage;
   information on passengers who require special assistance or services;
2) an agent meets passengers at the air bridge or accompanies passengers to the ramp vehicle going to the terminal building;
3) an agent keeps order and delivery of passengers in arrival lounge of the airport terminal for passing the passport control (for international flights) and receiving the baggage;
4) a baggage handling agent/ a baggage loader unloading baggage from an aircraft inspects integrity of packaging and in case of any fault informs a representative of airlines and an agent;
5) a representative of airlines / a baggage handling agent / a baggage loader / an agent receives baggage from an aircraft, calculates the number of pieces of baggage during loading, and compares data with those in the flight documents.
All revealed faults are recorded on the baggage manifest (nature of fault, number of baggage label), certified with signature and name of an agent and a representative of airlines.
6) baggage is delivered to the airport baggage compartment;
7) a baggage handling agent / a baggage loader unloads the baggage onto a conveyor belt.
Baggage of business-class passengers (‘priority’) and transfer baggage is delivered to the airport baggage compartment in the first place.
8) in all cases of improper air carriage of baggage, an agent prepares a commercial act regarding the improper air carriage of baggage (‘PIR’). In case of non-arrival / damaged baggage, a basis for preparing the PIR is a passenger’s application.

4. Service of transfer passengers

   16. When checking-in the transfer passengers and baggage, an agent uses special numbered baggage labels of airlines.
   17. Transfer baggage is loaded into a separate baggage compartment of an aircraft. If there is no free baggage compartment, the transfer baggage is loaded last.
   18. Transfer baggage is delivered to the airport baggage compartment in the first place.

5. Service of transit passengers

   19. A transit passenger leaves a transit airport in accordance with the date and flight specified on a ticket. In case of international flight, a transit passenger stays in a transit lounge of a transit airport.
   20. In case of impossibility to offer a transit passenger a flight desirable for him, the airlines offer the passenger a seat on another flight or another departure date. If the transit passenger refuses the flight or the departure date offered by the airlines, the airlines at request of the transit passenger refunds for unperformed carriage in accordance with the airlines’ fare rules.

6. Service of passengers filing a claim for improper air carriage of baggage

   21. A fact of improper air carriage of baggage which serves as the basis for filing a claim by a passenger is certified with a commercial act of the PIR. The act is prepared at an airport where a fault has been revealed or at an arrival airport.
   22. The basis for making a commercial act of the PIR includes:
1) mismatch of baggage name, weight or number of pieces of baggage specified on documents);
2) lack of baggage contents;
3) damage to baggage;
4) baggage without documents.
   23. A commercial act of the PIR is made and signed by the following persons:
1) representative of airlines – a person responsible for the registered baggage;
2) agent – a person certifying the fact set out in an act;
3) recipient of baggage (a person concerned).
An additional number of persons involved in drafting an act depends on the nature of improper air carriage of baggage. A representative of airlines after making a commercial act of the PIR sends a message with the data specified in the act to a claim agent to airlines’ base airport, conducts a search, and finds out a fact and a reason.
   24. All cases of improper air carriage of baggage shall be immediately reported to an airport shift manager or an agent and a representative of airlines.
   25. In case of non-arrival of baggage or shortage in number of pieces of baggage, an agent accepts a passenger's statement of claim, prepares an act of the PIR in three copies which indicates flight number, departure date, route, number of baggage labels, and baggage description.

7. Service of persons with reduced mobility

   26. The procedure for service of persons with reduced mobility is as follows:
1) check-in of a passenger having vision impairment and being accompanied by a guide dog is carried out in accordance with the provisions of airlines;
2) when carrying the persons with limited mobility, after the appropriate check-in procedures a representative of airlines / airport accompanies them to (from) an aircraft and transfers them together with the documents directly to the crew;
3) an agent assists in passing the border and customs control and other clearance procedures.
Service of people with reduced mobility is carried out by an agent in accordance with the provisions of airlines.
When carrying the persons using a wheelchair, a representative of airlines / airport provides a special wheelchair for transportation in the cabin of an aircraft.
Embarkation of persons with reduced mobility onto an aircraft is carried out by an airport representative in the first place before the announcement of boarding for the main part of passengers, and disembarkation from an aircraft is carried out last.
Service of persons with reduced mobility using the services of air transport shall be carried out in accordance with the international standards which provisions are listed in Annex 2 to these Rules.

Annex 1
to the Rules for passenger service in airports in the Republic of Kazakhstan

Provisions of international standards for passenger service in an airport

 

Annex 2
to the Rules for passenger service in airports in the Republic of Kazakhstan

Provisions of international standards for service of persons with reduced mobility (PRM)
on air transport