GO-01 · Passenger Check-In & Boarding

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Process Flow Diagram (BPMN)

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L4 Process Steps

Step	Step Name	Role / Swim Lane	System	Input	Output	KPI	Dec?	Exc?
Phase 1 1.1	Activate DCS flight check-in window	Airport Services Supervisor	Amadeus Altéa DCS	Flight schedule activation trigger from PSS; T-24h threshold reached	Check-in window open; flight record active in DCS with configured limits	Check-in window live within 2 min of scheduled T-24h open time	N	N
1.2	Transmit APIS data to government gateway	Airport Services Agent	Amadeus Altéa DCS + SITA APIS Gateway	Passenger PNR records with passport/travel document data collected at booking	APIS message transmitted to CBP (US) or destination country border authority	APIS transmission ≥99.5% success rate; all records sent ≥60 min pre-departure	N	Y
1.3	Validate APIS clearance response from authority	Airport Services Agent	Amadeus Altéa DCS + SITA APIS Gateway	Government APIS response message (OK / Inhibit / Further Check)	Passenger flagged as cleared or held; DCS boarding permission set accordingly	APIS clearance rate ≥99.8%; inhibit rate <0.2% on domestic sectors	Y	Y
Phase 2 2.1	Process web/mobile self-service check-in	Passenger (self-service)	Amadeus Altéa Web Check-In	Passenger booking reference or e-ticket number; opens T-24h pre-departure	Mobile or PDF boarding pass issued; seat confirmed (where applicable)	Web/mobile check-in adoption ≥65% of pax; avg session completion <3 min	N	Y
2.2	Process airport kiosk check-in	Passenger / Ground Services Agent	SITA CUSS Kiosk + Amadeus Altéa DCS	Booking reference, e-ticket barcode scan, or passport MRZ scan	Boarding pass printed at kiosk; baggage tag receipt if bags declared	Kiosk transaction time ≤90 sec avg; kiosk availability ≥98.5% uptime	N	Y
2.3	Counter check-in for SSR & irregular pax	Ground Services Agent	Amadeus Altéa DCS	Passenger queue; SSR flags (WCHR, UMNR, PETC, excess baggage, name discrepancy)	Check-in complete with SSR coded; boarding pass issued; special handling instructions added to PNR	Counter transaction time ≤4 min/pax; SSR coding accuracy 100%	N	Y
2.4	Verify travel documents & eligibility to travel	Ground Services Agent	Amadeus Altéa DCS + Timatic (via GDS)	Passenger passport, visa, travel document; destination entry requirements from Timatic	Document check passed or failed; boarding authorization set in DCS	Document check failure rate <0.5%; inadmissible pax rate <0.1% of international sector pax	Y	Y
2.5	Issue boarding pass and confirm check-in	Ground Services Agent / Passenger (self-service)	Amadeus Altéa DCS	Completed check-in record; APIS cleared; seat assigned	Boarding pass (mobile wallet, PDF, or thermal print) with barcode; PNR status updated to HK	Boarding pass issuance within 30 sec of check-in completion; barcode scan success rate ≥99.9% at gate	N	Y
Phase 3 3.1	Accept, weigh & measure checked baggage	Baggage Services Agent	Amadeus Altéa DCS + SITA BagDrop	Passenger with checked bags at counter or self-service bag drop; ticket with baggage allowance	Bag weight/dimensions recorded in DCS; excess baggage fee calculated if applicable	Baggage acceptance transaction ≤90 sec; excess bag fee collection accuracy 100%	Y	Y
3.2	Print & apply IATA 10-digit baggage tag	Baggage Services Agent	Amadeus Altéa DCS	Accepted bag; passenger PNR with flight and destination data	IATA 10-digit bag tag printed and applied; bag record created in WorldTracer	Bag tag print success rate ≥99.8%; bag tag scan read rate at sortation ≥99.5%	N	Y
3.3	Induct bags into EDS/TSA screening belt	Baggage Services Agent	Airport EDS System (TSA-operated) + SITA Baggage Reconciliation System	Tagged, accepted bags inducted at sortation entry point	Bag inducted into automated screening belt; bag status updated to 'In Screening'	Bag induction-to-screening time ≤15 min; EDS throughput ≥1,200 bags/hr per lane	Y	Y
3.4	Resolve EDS alarm — security secondary screening	TSA Security Officer / Baggage Services Agent	Airport EDS System + SITA Baggage Reconciliation System	EDS alarm triggered on specific bag; bag diverted to manual inspection lane	Bag cleared after manual inspection or removed from flight; BRS status updated	Secondary screening resolution time ≤20 min pre-departure; cleared bags ≥95% make flight	Y	Y
Phase 4 4.1	Open gate & configure boarding group sequence	Gate Agent	SITA Airport Management System (AMS) + Amadeus Altéa DCS	DCS flight record with check-in close count; gate assignment from AMS	Gate screen displays boarding groups; boarding group logic configured in DCS	Gate open ≥35 min pre-departure; boarding group display accuracy 100%	N	Y
4.2	Assess oversale position & solicit volunteers	Gate Agent / Airport Services Supervisor	Amadeus Altéa DCS	Check-in close count vs. aircraft capacity; upgrade waitlist; standby list	Oversale position confirmed; VDB (voluntary denied boarding) offer issued if overbooked	VDB offer initiated ≥25 min pre-departure; IDB (involuntary) rate <0.05 per 10,000 boarded (DOT threshold)	Y	Y
4.3	Process VDB compensation & rebook denied pax	Gate Agent / Customer Relations	Amadeus Altéa DCS + Airline Voucher System	Volunteer passenger confirmed for VDB; compensation amount per DOT 14 CFR Part 250	VDB compensation issued (cash/voucher/miles); pax rebooked on next available service	VDB compensation processing time ≤8 min; rebooking on same-day flight ≥85% of VDB cases	N	Y
Phase 5 5.1	Scan boarding passes & verify pax identity	Gate Agent	Amadeus Altéa DCS + SITA Gate Reader	Passenger presenting boarding pass (mobile/paper) at gate scanner	Boarding pass scanned; pax status updated to 'Boarded' in DCS; seat confirmed	Gate scan throughput ≥30 pax/min; scan success rate ≥99.5%; first scan read rate ≥99%	Y	Y
5.2	Perform final headcount & manifest reconciliation	Gate Agent / Load Controller	Amadeus Altéa DCS	Boarding complete; gate close signal; boarded pax count from DCS	Final passenger manifest reconciled; pax count confirmed against physical headcount	Manifest accuracy 100% (regulatory — FAR 121.693); reconciliation completed ≥5 min pre-departure	Y	Y
5.3	Transmit final load sheet & close flight in DCS	Load Controller / Gate Agent	Amadeus Altéa DCS + ACARS (SITA/ARINC)	Reconciled pax count; final baggage and cargo weights; zero fuel weight from ramp	Final load sheet transmitted to cockpit via ACARS; DCS flight status set to Departed	Load sheet transmitted ≥3 min pre-pushback; captain acceptance acknowledgement received 100% of flights	N	Y

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Process Attributes

Identification

Process IDGO-01

L1 DomainGround Operations & Airport Services

L2 ProcessAirport & Gate Management

L3 NamePassenger Check-In & Boarding

L4 Steps18 across 5 phases

Decision Gates8 (all with iteration loops)

Exceptions17 documented

Swim Lanes (Roles)

Airport Services Supervisor

Airport Services Agent

Passenger (self-service)

Passenger / Ground Services Agent

Ground Services Agent

Ground Services Agent / Passenger (self-service)

Baggage Services Agent

TSA Security Officer / Baggage Services Agent

Gate Agent

Gate Agent / Airport Services Supervisor

Gate Agent / Customer Relations

Gate Agent / Load Controller

Load Controller / Gate Agent

Systems & Tools

Amadeus Altéa DCSAmadeus Altéa DCS + SITA APIS GatewayAmadeus Altéa Web Check-InSITA CUSS Kiosk + Amadeus Altéa DCSAmadeus Altéa DCS + Timatic (via GDS)Amadeus Altéa DCS + SITA BagDropAirport EDS System (TSA-operated) + SITA Baggage Reconciliation SystemAirport EDS System + SITA Baggage Reconciliation SystemSITA Airport Management System (AMS) + Amadeus Altéa DCSAmadeus Altéa DCS + Airline Voucher SystemAmadeus Altéa DCS + SITA Gate ReaderAmadeus Altéa DCS + ACARS (SITA/ARINC)

Key Performance Indicators

Activate DCS flight check-in windowCheck-in window live within 2 min of scheduled T-24h open time

Transmit APIS data to government gatewayAPIS transmission ≥99.5% success rate; all records sent ≥60 min pre-departure

Validate APIS clearance response from authorityAPIS clearance rate ≥99.8%; inhibit rate <0.2% on domestic sectors

Process web/mobile self-service check-inWeb/mobile check-in adoption ≥65% of pax; avg session completion <3 min

Process airport kiosk check-inKiosk transaction time ≤90 sec avg; kiosk availability ≥98.5% uptime

Counter check-in for SSR & irregular paxCounter transaction time ≤4 min/pax; SSR coding accuracy 100%

Verify travel documents & eligibility to travelDocument check failure rate <0.5%; inadmissible pax rate <0.1% of international sector pax

Issue boarding pass and confirm check-inBoarding pass issuance within 30 sec of check-in completion; barcode scan success rate ≥99.9% at gate

Airline-Specific Risks & Pain Points

Altéa DCS activation can lag if PSS flight record contains schedule irregularity codes from prior disruption; agents must manually resolve before window opens

Incomplete passport data in PNR (collected via NDC or OTA) prevents automated APIS; agents must manually collect at counter, increasing queue time by avg 4 min/pax

CBP Inhibit responses arrive without explanation; agents must contact CBP Passenger Analysis Unit directly, causing delays of 15–45 min with no SLA guarantee

Altéa Web Check-In has limited SSR (special service request) handling — passengers requiring wheelchair, UMNR, or PETC must complete check-in at counter, reducing self-service deflection rate

CUSS kiosk MRZ readers degrade in high-throughput environments; passport scan failure rate >5% triggers agent-assisted queue diversion, negating kiosk capacity benefit

Altéa DCS SSR codes not always consumed by downstream ramp/catering systems in real time; WCHR requests can fail to appear on OCS load sheet if coded after T-45 min

Inputs / Outputs

Primary InputFlight schedule activation trigger from PSS; T-24h threshold reached

Primary OutputFinal load sheet transmitted to cockpit via ACARS; DCS flight status set to Departed

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