GO-10 · VIP & Premium Passenger Handling

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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	Pull premium passenger manifest from Altéa PSS	VIP Services Coordinator	Amadeus Altéa PSS	Flight departure schedule T-24h; SSR codes VIPS, MAAS, EXST	Confirmed VIP/CIP passenger list with PNRs and service flags	VIP list generated ≥3h before STD for 100% of flagged flights	N	N
1.2	Verify VIP profile, entitlements and SSRs in CRM	VIP Services Coordinator	Salesforce Service Cloud	PNR list and SSR flags from Altéa PSS	Verified VIP tier, lounge entitlement, dietary/mobility needs, escort preferences	100% of flagged passengers have CRM profiles verified ≥2h before STD	Y	N
1.3	Assign dedicated escort agent and ground transport	VIP Services Supervisor	SITA Airport Management System (AMS)	Verified VIP list, staff roster, buggy and vehicle availability in AMS	Named escort assignments and ground transport booking confirmations	Dedicated escort assigned ≥2h before STD for 95% of VIP departures	N	Y
Phase 2 2.1	Deploy escort agent to kerb or designated arrival point	VIP Escort Agent	Amadeus Altéa PSS (mobile boarding agent app)	VIP manifest, expected arrival time, ground transport ETA	Escort agent positioned at correct terminal entry with passenger itinerary loaded	Escort on-station ≥15 min before passenger arrival for 95% of VIP movements	N	Y
2.2	Confirm passenger identity and validate service entitlement	VIP Escort Agent	Salesforce Service Cloud (mobile CRM)	Passenger boarding pass, frequent flyer card or government-issued ID	Identity confirmed, service tier validated, escort commences	Identity verification completed within 2 min of passenger contact; 100% compliance rate	Y	N
2.3	Escort passenger through fast-track security and immigration	VIP Escort Agent	Airport Authority Fast-Track Access System (TSA/CBP portal or equivalent)	Confirmed identity, valid boarding pass, fast-track access credentials	Passenger cleared security and immigration, escorted airside	Fast-track clearance time ≤15 min for 90% of VIP passengers	N	Y
Phase 3 3.1	Validate lounge entitlement and execute lounge access	Lounge Host / VIP Escort Agent	LoungeKey Access Management Platform	Verified VIP tier, flight PNR, loyalty programme status	Lounge access granted and logged; passenger introduced to lounge host	Lounge access processing time ≤3 min for 95% of eligible passengers	Y	N
3.2	Coordinate ground transport, buggy or mobility service	Lounge Host	SITA Airport Management System (AMS)	Gate assignment, STD, passenger mobility requirements from CRM	Ground buggy or wheelchair dispatched with confirmed pickup time	Transport dispatched ≥25 min before STD for 95% of requested VIP movements	N	Y
3.3	Monitor flight status and trigger lounge departure alert	Lounge Host	SITA Airport Management System (AMS) + Amadeus Altéa PSS	Real-time departure board, gate change notifications from AMS	Departure alert issued to VIP passenger; escort confirmed at lounge door	Departure alert issued ≥30 min before STD for 98% of VIP departures; gate change communicated within 5 min of AMS notification	Y	N
Phase 4 4.1	Set up priority boarding lane and verify gate readiness	Gate Agent	Amadeus Altéa PSS (check-in and boarding module)	VIP passenger list, boarding call time, confirmed gate assignment	Priority boarding lane activated; VIP seat blocking released in Altéa	Priority lane ready ≥20 min before boarding call for 100% of VIP-flagged flights	N	N
4.2	Pre-board VIP passenger and brief cabin crew on preferences	VIP Escort Agent / Gate Agent	Amadeus Altéa PSS (boarding scan) + Jeppesen FliteDeck (EFB ground message)	Boarding pass, VIP escorted to gate, CRM preference profile	Boarding scanned in Altéa; cabin crew briefed via FliteDeck; amenity kit pre-positioned	VIP pre-board completed ≥10 min before general boarding opens for 95% of applicable flights	Y	Y
4.3	Confirm VIP baggage priority-tagged and loaded in hold	Ramp Supervisor	Amadeus Altéa PSS (bag reconciliation) + SITA Baggage Reconciliation System (BRS)	VIP bag tags from check-in, ULD load plan from weight and balance system	Priority bags confirmed loaded and reconciled in SITA BRS before door close	VIP baggage reconciliation complete ≥10 min before aircraft door close for 100% of bags	Y	N
4.4	Confirm VIP boarding complete before general boarding opens	Gate Agent	Amadeus Altéa PSS (boarding control)	Boarding scan records, VIP count from pre-departure list	Gate agent confirmation that all VIPs are boarded; general boarding lane opened	VIP boarding window closed ≥5 min before general boarding for 95% of flights	N	N
Phase 5 5.1	Detect VIP disruption and escalate for priority recovery	VIP Services Supervisor	Amadeus Altéa PSS + SITA Airport Management System (AMS)	Flight cancellation or delay ≥60 min notification from AMS/NOC feed	VIP disruption flag raised; supervisor notified; recovery workflow initiated	VIP disruption detected and escalated within 10 min of AMS notification for 100% of affected flights	Y	N
5.2	Rebook VIP and arrange priority hotel or lounge extension	VIP Services Supervisor	Amadeus Altéa PSS + Salesforce Service Cloud	Disrupted VIP passenger list, next-available flight inventory, hotel inventory feed	Confirmed rebooking on next available flight; hotel or lounge extension voucher issued	VIP rebooking offered within 20 min of disruption notification for 95% of affected passengers	N	Y
5.3	Log service delivery notes and quality score in CRM	VIP Services Coordinator	Salesforce Service Cloud	Completed service checklist, passenger feedback, any complaints or deviations noted during escort	CRM record updated with service quality score, issues flagged for relationship manager follow-up	CRM updated for 100% of VIP interactions within 2h of flight departure	N	N

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Process Attributes

Identification

Process IDGO-10

L1 DomainGround Operations & Airport Services

L2 ProcessAirport & Gate Management

L3 NameVIP & Premium Passenger Handling

L4 Steps16 across 5 phases

Decision Gates7 (all with iteration loops)

Exceptions6 documented

Swim Lanes (Roles)

VIP Services Coordinator

VIP Services Supervisor

VIP Escort Agent

Lounge Host / VIP Escort Agent

Lounge Host

Gate Agent

VIP Escort Agent / Gate Agent

Ramp Supervisor

Systems & Tools

Amadeus Altéa PSSSalesforce Service CloudSITA Airport Management System (AMS)Amadeus Altéa PSS (mobile boarding agent app)Salesforce Service Cloud (mobile CRM)Airport Authority Fast-Track Access System (TSA/CBP portal or equivalent)LoungeKey Access Management PlatformSITA Airport Management System (AMS) + Amadeus Altéa PSSAmadeus Altéa PSS (check-in and boarding module)Amadeus Altéa PSS (boarding scan) + Jeppesen FliteDeck (EFB ground message)Amadeus Altéa PSS (bag reconciliation) + SITA Baggage Reconciliation System (BRS)Amadeus Altéa PSS (boarding control)Amadeus Altéa PSS + SITA Airport Management System (AMS)Amadeus Altéa PSS + Salesforce Service Cloud

Key Performance Indicators

Pull premium passenger manifest from Altéa PSSVIP list generated ≥3h before STD for 100% of flagged flights

Verify VIP profile, entitlements and SSRs in CRM100% of flagged passengers have CRM profiles verified ≥2h before STD

Assign dedicated escort agent and ground transportDedicated escort assigned ≥2h before STD for 95% of VIP departures

Deploy escort agent to kerb or designated arrival pointEscort on-station ≥15 min before passenger arrival for 95% of VIP movements

Confirm passenger identity and validate service entitlementIdentity verification completed within 2 min of passenger contact; 100% compliance rate

Escort passenger through fast-track security and immigrationFast-track clearance time ≤15 min for 90% of VIP passengers

Validate lounge entitlement and execute lounge accessLounge access processing time ≤3 min for 95% of eligible passengers

Coordinate ground transport, buggy or mobility serviceTransport dispatched ≥25 min before STD for 95% of requested VIP movements

Airline-Specific Risks & Pain Points

Altéa SSR codes not consistently populated by booking agents; last-minute upgrades bypass VIP workflow trigger, causing missed service setup

CRM–PSS integration is batch-updated every 30 min; loyalty tier upgrades post-booking are not reflected in CRM until next sync cycle, causing entitlement disputes at lounge

High-volume departure banks create escort staff shortages; SITA AMS staff-allocation module is not integrated with VIP workflow, requiring manual cross-referencing

No real-time kerb vehicle arrival feed from ground transport into Altéa mobile app; agents rely on manual WhatsApp coordination, introducing timing errors

Offline CRM access unreliable in terminals with poor Wi-Fi coverage; agents revert to static printed lists containing stale tier and entitlement data

Fast-track lane access controlled by third-party airport authority; VIP agents have no influence over TSA/CBP staffing levels; clearance times spike during IRROP events with no advance warning to escort team

Inputs / Outputs

Primary InputFlight departure schedule T-24h; SSR codes VIPS, MAAS, EXST

Primary OutputCRM record updated with service quality score, issues flagged for relationship manager follow-up

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