SV PSPM

‫‪PASSENGER SERVICES PROCEUDRES MANUAL‬‬
‫‪JAN 2005‬‬
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‫‪INTRODUCTION‬‬
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‫‪SYSTEM PASSENGERS SERVICES DEV.‬‬ ‫‪C.C. 791/130‬‬
‫‪JAN 2005‬‬
‫‪CHAPTER ONE‬‬
‫‪GENERAL‬‬
PASSENGER SERVICES PROCEUDRES MANUAL
JUN 2007
CONTENTS
‫ــــــــــــــــــــــــــ‬
CHAPTER ONE: GENERAL
SECTION NO. PAGE NO.
01-01-01 DEFINITIONS
01-02-01 PASSENGER SERVICES GOLDEN RULES
01-03-01 REFUSAL OF CARRIAGE

§ Right To Refuse Carriage ………………………………..…...… 01-03-01
01-04-01 STANDARDS
§ General ………..…….………… …………………….…….…..… 01-04-01
§ Performance Standards - domestic stations ……….............… 01-04-01
§ Performance Standards - international stations ……...………. 01-04-01
01-05-01 ANNOUNCEMENTS
§ General ………..…….………… ……………………..…….….… 01-05-01
§ Types Of Announcements ……………………..…….……….… 01-05-01
01-06-01 IATA OPERATIONAL SAFETY REQUIREMENT (IOSA)
§ General ………..…….………… ……………………..…….….… 01-06-01

§ Availability of facilities at airports ……………..…….……….…..01-06-01
§ Training requirement …..…..…..……………..…….……….…… 01-06-01
SYSTEM PASSENGERS SERVICES DEV. C.C. 791/130
1 -1 -1 JAN 2005
DEFINITIONS
1- “ TICKET”
Means the document which bears the following expression (passenger's ticket and
baggage check) issued by the air carrier or on his behalf and includes the conditions
of contract, notices and flight coupons.
2- “FLIGHT COUPON”
Means that portion of the ticket that bears the notation “good for passage” and
indicates two specific places between which you are entitled to be carried.
3- “PASSENGER COUPON”
Means that portion of the ticket issued by the carrier or on his behalf and which
ultimately to be retained by the passenger.
4- “OVERBOOKING”
Means a condition which exists when more seats have been booked on a flight than
seats allowable for sale.
5- “OVERSALE”
Means a condition which occurs when a passenger who has a valid completed ticket
or of whom the airline has a positive reservation record is not accommodated at flight
departure, or is carried but not in the accommodation.
6- “NO RECORD”
Means a condition which exists whenever a passenger presents a ticket for reserved
space but the boarding member has no record of ever confirming or receiving
booking for that reserved space.
7- “FREE SALE AGREEMENT”

Means a bilateral or multi-lateral agreement between members or between members
and CRS’s, which permits immediate confirmation of space in accordance with terms
of agreement without the necessity of maintaining space availability information.
8- “DOWN GRADE”
Means a passenger who is holding First class F/C or Business class (J/C) ticket with
confirmed reservation but must travel in a lower class of service. The reasons can
either be change of equipment or an oversale condition. This passenger is entitled to
a refund on the fare difference.
SYSTEM PASSENGER SERVICES DEV. C.C. 791/130
1 -1 -2 JAN 2005
9- “UPGRADE”
Means a passenger who is holding a lower class ticket and reservation but must
travel F/C or Business class due to an oversale situation in the class of the aircraft
for which his ticket was purchased.
10- “TRANSIT PASSENGER”

Means a passenger transiting on the same flight number regardless of passenger
remained on-board or being deplaned.
11- “TRANSFER PASSENGER”

Means a passenger arriving at station on one flight and continuing his journey on a
connecting flight to his next destination, without making a deliberate Stop-over.
12- “CARRIER”
Includes the air carriers that carry or undertake to carry the passenger and / or his
baggage in lieu of the ticket or to perform any other services related to such air
carriage.
13- “DELIVERING CARRIER”

Means the member on whose flight a passenger is to be carried to interline point or
gap.
14- “RECEIVING CARRIER”

Means the member on whose flight a passenger is to be carried from an interline
point or gap.
15- “ON-LINE TRANSFER”

A transfer when delivering and receiving carriers are both the same airline.
16- “INTERLINE TRANSFER”

A transfer made when the delivering and receiving carriers are different airlines.
17- “MINIMUM CONNECTING TIME-MCT”

Is the minimum interval between the scheduled travel of a flight of the delivering
carrier at a connecting point and the scheduled departure of the flight of the receiving
carrier. The MCT must be considered when reservations are made for transfer
passengers. The MCT(s) of all stations are listed in OAG and can not be undercut as
to do so may cause the passenger and / or baggage to misconnect.
1 -1 -3 JAN 2005
18- “BAGGAGE”
Means such articles, effects and other personal property of a passenger as are
necessary or appropriate for, wear, use, comfort or convenience in connection with
his trip. Unless otherwise specified, it includes both checked and unchecked
baggage.
19- “BAGGAGE CHECK”

Means those portions of the ticket which provide for the carriage of passengers
checked baggage and which are issued by carrier as a receipt for passengers
checked baggage.
20- “CHECKED BAGGAGE”

Means baggage of which the carrier takes sole custody and for which carrier has
issued a baggage check.
21- “UNCHECKED BAGGAGE”

Means carry-on baggage retained in the custody of the passenger in the overhead
bins or under the passenger seat of the aircraft.
22- “BAGGAGE TAG”

Means a document issued by carrier solely for identification of checked baggage.
The baggage tag portion of which is attached by carrier to a particular article of
checked baggage and the baggage (identification) tag portion of which is given to the
passenger.
23- “EXCESS BAGGAGE”

Means that part of which is in excess of the baggage which may be carried free of
charge.
***
1 -2 -1 JAN 2005
PASSENGER SERVICES GOLDEN RULES
A - Smile:-
Smile when addressing the passenger to leave a good impression in his mind for you
and “Saudia” as well. Customer will notice the difference between your voice and
your appearance while you are talking to them face to face cheerfully and
courteously.
B - Greet:-
Your warm welcome to the customer makes him happy and helps you to obtain the
information you need easily.
C - Care:-
Your care for the customer makes you gain his satisfaction and loyalty and be sure
that your sincerity in providing the service will honor you and makes you gain more
customers.
D - Initiative:-
Never say “this is not my duty”. Always be initiative and responsive to solve any
problem the moment it occurs . Take the necessary action and ensure it will not
happen again.
E – Treatment :-
Treat your customers in the same way you like to treat you. You should bear in mind
that the customer is a human being and not a mere statistical number in your daily
routine work.
F - Customer expectation:-
- Listen carefully to your customer needs and requirements and reply his queries.
- Perform your work within the specified time or as soon as possible.
- Customer requests do not hinder the work process, however introducing services to
customers is our main objective from the work.
G - Keep your promises:-

- Do not make false promises which you cannot deliver.
- Follow through on your commitments.
H - Sincerity in dealing with customers:-

- Do not afraid to apologize when fault occurs.
- Do not say (No) to the customer and mutually suggest a beneficial alternative.
1 -2 -2 JAN 2005
I - Be quiet:-
- Do not make the customer tension adversely affects your performance.
- Listen carefully to your customer’s problem.
- Do not argue the customer.
J - Customer satisfaction:-
- Do not expect the customer to change himself to match with you .
- Take the initiative to help the customer to solve his problem.
- The customer is the most important person to our company.
- The customer is not dependent on us-we are dependent on him.
K - Thank:-
- Thank the customer for giving us the chance to serve him.
- Remember that the word “thank you” means a lot to the passenger.
***
1 -3 -1 JAN 2005
REFUSAL OF CARRIAGE
A - Right to refuse carriage :-

In accordance with the general conditions of carriage, “Saudia” has the right to refuse
the carriage of any passenger or his baggage for safety reasons or if “Saudia”
decided for reasonable justification.
1. Such carriage action is essential to comply with any applicable laws, regulations
or special government orders of any state or country we want to fly from, into or
over or.
2. The passenger’s conduct, age or mental or physical state is such as to :-
a. Requires special assistance of “Saudia” or .
b. Cause discomfort or make himself or herself objectionable to other
passenger, or .
c. Involve any hazard or risk to himself or herself or to other persons or to
property, or .
3. Such action is necessary because the passenger has failed to observe the
instructions of “Saudia”, or .
4. The passenger has refused to submit a security check, or .
5. The applicable fare or any charges or taxes payable have not been paid, or .
6. Credit arrangements agreed between “Saudia” and the passenger (or the person
paying for the ticket) have not been complied with , or .
7. The passenger does not appear to be properly documented, or .
8. The passenger may seek to enter through which he or she is in transit, or,
9. The passenger may destroy his or her flight documentation, during flight or .
10. The passenger will not surrender travel documents to be held by the flight crew,
against receipt, when so requested by saudia, or .
11. The ticket presented by the passenger :-
a. Has been acquired unlawfully or has been purchased from an entity other
than the issuing carrier or its authorized agent, or .
b. Has been reported as being lost or stolen, or .
c. Is a counterfeit ticket, or .
d. Any flight coupon has been altered by any one other than “Saudia” its
authorized agent or has been mutilated, and “Saudia” reserves the right to
retain such ticket, or .
e. The person presenting the ticket cannot prove that he or she is the person
named in the “Name of passenger” box, and “Saudia” reserve the right to
retain such ticket .
1 -3 -2 JAN 2005
12. “Saudia” may refuse the carriage of the prohibited articles within the passenger
baggage and may refuse such prohibited items as soon as it is discovered and
passenger shall not include in his baggage the following :-
a. Items which do not constitute baggage as mentioned in the following

definition “baggage-means such articles, effects and other personal
property of passenger which are necessary or appropriate for wear, use,
comfort or convenience in connection with the trip, and it includes the
passengers checked and unchecked baggage unless it not stated thereof.
b. Items which are likely to endanger the aircraft or persons or property on-
board the aircraft, such as those specified in the (ICAO) or technical
instructions for the safe transport of dangerous goods by air and the (IATA)
Dangerous Goods Regulations and in “Saudia” regulations further
information is available from “Saudia” (on request).
c. Items the carriage of which is prohibited by the applicable laws, regulations
or orders of any state to be flown from, to or over.
d. Items which in the opinion of “Saudia” are unsuitable for carriage by
reason of their weight, size or character, such as fragile or perishable
items.
e. Live animals, except those accepted as per “Saudia” policies regarding
carriage of household animals.
f. Firearms and ammunitions other than for hunting and sporting purposes
are prohibited from carriage as baggage . Firearms and ammunitions for
hunting and sporting purposes may be accepted as checked baggage In
accordance with Saudia regulations . Firearms must be unloaded with the
safety catch on, and suitably packed. Carriage of ammunition is subject to
ICAO and (IATA) regulation .
g. The passenger shall not include in checked baggage, fragile or perishable
items, money, jeweler, precious metals, silverware, negotiable papers,
securities or other valuables, business documents. Passports and other
identification documents or samples etc…
h. Weapons such as antique firearms, swords, knives and similar items may
be accepted as checked baggage, in accordance with Saudia regulations,
but will not be permitted in the cabin.
i. If any items referred to in (a&e) are carried, whether or not they are
prohibited from carriage as baggage, the carriage thereof shall be subject
to the charges, limitations of liability and other provisions of these
conditions applicable to the carriage of baggage.
13. “Saudia” may refuse to carry as baggage any item because of its size, shape,
weight or character.
1 -3 -3 JAN 2005
14. Unless advance arrangements for its carriage have been made “Saudia” may
carry on later flights baggage which is in excess of the applicable free
allowance.
15. “Saudia” may refuse to accept baggage as checked baggage unless it is
properly packed in suitcases or other suitable containers to ensure safe carriage
with ordinary care in handling.
***
1 -4 -1 JAN 2005
STANDARDS
A - General:-
Specific standard timings had been established for customer services employees at
airports during passengers check-in and acceptance of their baggage for the purpose
of measuring the standard of performance activities and to ensure the maximum
degree of quality control and satisfaction for “Saudia” customers.
B – Performance Standard for domestic stations:-
PERFORMANCE F/J CLASS Y/ CLASS

Check-in process of domestic pax. 60 sec 60 sec
Check-in process of int’l. pax. 90 sec 90 sec
Queuing process of dom. pax. 05 min 10 min
Queuing process of int’l. pax. 10 min 15 min
Length of queue (MAX) 05 pax. 10 pax.
Baggage acceptance time per bag. (12) sec (12) sec
C – Performance Standard for international stations:-
PERFORMANCE F/J CLASS Y/ CLASS

Check-in process 90 sec 90 sec
Queuing process 05 min 12 min
Length of queue (MAX) 05 pax. 07 pax.
Baggage acceptance time per bag. 12 sec 12 sec
***
1 -5 -1 JAN 2005
ANNOUNCEMENTS
A - General:-
Announcements should be made in a correct and clear language. The person using
the microphone should be at a distance from the microphone so that the words are
transmitted loud and clear. The announcements should start with Arabic, followed by
the local language and English when appropriate.
B -Types Of Announcements:-
1. Pre-boarding Calls: The following is the announcement text:- “May I have your
attention please, passengers on Saudia flight SV .... to .... are kindly requested to
clear immigration and proceed to the departure lounge for boarding; Thank you”.
2. Boarding Calls: Announcement text: - “May I have your attention please, “Saudia”
announces the departure of its flight SV ..... to ...... . Passengers are kindly
requested to proceed to the aircraft through gate No...;Thank you”.
3. Final Call: Announcement text:- “This is the final call for “Saudia” flight SV .........
to ..... . Passengers are kindly requested to proceed to gate no. .......... . I repeat,
this is a final call for “Saudia” flight SV ......... to ......... “Thank you..
Note: The final call should be made once.
4. Identification check: Announcement text :- “May I have your attention please, all
passengers are kindly requested to introduce their identification documents to
employees at boarding gates …. To ensure an easy completion of their boarding
process to the aircraft “Thank you for co-operation.
5. Paging: The following is the paging text:- “May I have your attention please, Mr. /
Mrs. / Miss ............, passenger on Saudia flight SV ......... to .......... is kindly
requested to check with “Saudia” Check-in / Information counter; Thank you”.
6. Delays:
a- Delay Announcements due to technical reasons:
“May I have your attention please, “ Saudia” regrets to announce the delay of
its flight number............. operating to .............. due to technical reasons as
the aircraft is under repair. The new departure time will be................. or more
information will be advised at.............. .
1 -5 -2 JAN 2005
b- Delay Announcement due to Weather Conditions:
May I have your attention please, Saudia regrets to announce the delay of its
flight number............... operating to .................. due to non-suitability of
weather conditions for departing from................ airport or for landing
at................ airport. The new departure is............. or more information will be
advised at.............. . It is very important to avoid mentioning bad weather
conditions expression.
c- Delay Announcement Due To Late A/C Arrival:-

“May I have your attention please, Saudia regrets to announce the delay of its
flight number................. operating to................ due to delay of the flight
arriving from............ The new departure time is ............... or more information
will be advised at..............”Thank you.
Note: Delay announcements should be made at every half an hour to keep the
passengers informed even if there is no new information. Passengers should
be invited to have refreshments or meals or hotel accommodation in
accordance with the applicable policy and procedures.
7. Cancellation: Following is the text:- “May I have your attention please, “Saudia
regrets to announce the cancellation of flight SV.........to........... due to ............. for
more information, please contact information desk. Thank you”.
8. Arrivals: Following is the text:- “ May I have your attention please, “Saudia”
announces the arrival of flight SV .............. from .............. . Thank you”.
9. Baggage Collection on Arrival: The following announcement is to be made after

the passenger reach the arrival lounge. The text:- “May I have your attention
please, “Saudia” passengers arriving on SV ............... from ............. may collect
their baggage from belt No. ............. . Connecting passengers may proceed to
Transfer desk to collect their boarding passes. Thank you”.
***
1 -6 -1 JUN 2007
IATA OPERATIONAL SAFETY REQUIREMENT (IOSA)
A - General:-
As per IATA Operational Safety Requirement (IOSA) aiming to facilitate operation
and maintain easy passengers and aircrafts movement at airports .This situation
requires from all station managers or their designees to ensure the availability of
certain facilities and the facilitation needed for the daily operational functions.
Recurrent training must also be provided to all persons involved in the various
ground handling operation such as (passenger and baggage acceptance, loading,
offloading, load control and the transportation of dangerous goods etc).
B - Availability of facilities at airports:-

It is the station manager responsibility or his designee at domestic, regional and
international airports to ensure the availability of the following:
1. Availability of the wheel chairs, passenger transportation equipment and the
necessary medical assistance.
2. Availability of passenger Address (PA) System.
3. The station manager or his designee is required to co-ordinate with his
counterpart in the civil aviation or airport authority to put into effect all actions
deemed necessary.
C - Training requirement:-
The successful application of policies, regulations and procedures in all areas of
ground handling operation and the achievement of the Saudia ground handling
objectives are greatly dependent on detailed understanding of these regulations by
specifying the required training that enables employees to handle their daily
operations according to the following:
1. General operation subjects and subjects applicable to specific work
functions (On-Going) :-
- Passenger services training.
- Baggage Services (world tracer).
- Loading & Offloading (all aircrafts types).
- Manual Weight & Balance (all aircrafts types).
- Automated Weight & Balance.
- DCS Check-in
- DCS passenger control
1 -6 -2 JUN 2007
2. Dangerous Goods Transportation Training:-
Training must be conducted to employees involved in dangerous goods
transportation according to their functions and responsibilities entrusted to them
and they must obtain the necessary certification as mentioned in the special
load manual chapter ( 01-03-01 ).
***
‫‪JAN 2005‬‬
‫‪CHAPTER TWO‬‬
‫‪TICKETING IN‬‬
‫‪PASSENGERS SERVICES‬‬
PASSENGER SERVICES PROCUDER MANUAL
MAY 2006
CONTENTS
CHAPTER TWO: TICKETING IN PASSENGERS SERVICES
02-01-01 PASSENGER TICKETS

§ GENERAL …………………. ………………………………..… 02-01-01
§ TICKETS AS CONTRACT PROOF …………………….…… 02-01-01
§ NEED FOR TICKETS …………………………………….…… 02-01-01
§ LOSS OF TICKETS ………………………………….………… 02-01-01
§ FLIGHT COUPON SEQUENCE..………………….…..… … . 02-01-01
§ PERIOD OF VALIDITY ……………………..….……………... 02-01-01
§ EXTENSION OF VALIDITY ……………………….……….…… 02-01-02
§ LOST FLIGHT COUPONS AFTER ISSUANCE
OF BOARDING PASSES ……………...………….……….…… 02-01-02
02-02-01 TRANSITION A AUTOMATED TICKET (TAT)

§ GENERAL ………………………….………………….........…… 02-02-01
02-03-01 AUTOMATED TICKET & BOARDING PASS (ATB)

§ GENERAL …………………….…………….……...……..……… 02-03-01
02-04-01 EXCESS BAGGAGE TICKET

§ GENERAL ………………………… …………………....….…… 02-04-01
02-05-01 MISCELLANEOUS CHARGES ORDER (MCO)

§ GENERAL ……………………………....………………….…… 02-05-01
§ MCO USAGE ……………………………….……………....…… 02-05-01
2 -1 -1 JAN 2005
PASSENGER TICKETS
A- GENERAL:-
Ticket means the document entitled “passenger Ticket and Baggage Check issued
by or on behalf of carrier and includes the conditions of contract and notices and the
flight and passenger coupons contained therein. The ticket may be issued in
conjunction with a ticket or another ticket which together constitute a single contract
of carriage.
B- TICKETS AS EVIDENCE OF CONTRACT:-
The ticket constitutes an evidence of the contract of carriage between “Saudia” and
the passenger named on the ticket. “Saudia will provide carriage only to the
passenger holding such ticket, or holding as proof of payment or part of payment,
any other carrier document issued by carrier or its authorized agent. The ticket is and
remains at all times the property of the issuing carrier. The conditions of contract
contained in the ticket are a summary of some of the provisions of these conditions
of carriage.
C- NEED OF TICKETS:-
A person shall not be entitled to be carried on a flight unless that person presents a
ticket valid and duly issued in accordance with Saudia regulations and containing the
flight coupon for that flight and all other unused flight coupons and the passenger
coupon. A passenger shall furthermore not be entitled to be carried if the ticket
presented is mutilated or if it has been altered other than by Saudia or its authorized
agent.
D- LOSS OF TICKETS:-
In case of loss or mutilation of a ticket or a part thereof, or non-presentation of a
ticket containing the passenger coupon and all unused flight coupons, the issuing
carrier may ,at the passengers request, and subject to carriers regulations, replace
such ticket or part thereof by issuing a new ticket on receipt of proof satisfactory to
carrier that a ticket valid for the flights in question was duly issued.
E- FLIGHT COUPON SEQUENCE:-
“Saudia” will honor flight coupons only in sequence from the place of departure as
shown on the ticket.
F- PERIOD OF VALIDITY :-
A ticket is valid for carriage for one year from the date of commencement of travel or
if no portion of the ticket is used, from the date of issue thereof, except as otherwise
provided in the ticket, these conditions or Saudia regulations.
2 -1 -2 MAY 2006
G- EXTENSION OF VALIDITY :-
If a passenger is prevented from traveling within the period of validity of the ticket
because Saudia:-
1. Cancels the flight on which the passenger holds a reservation; or
2. Omits a scheduled stop, being the passenger’s place of departure, place of
destination or a stopover; or
3. Fails to operate a flight reasonably according to schedule’ or
4. Causes the passenger to miss a connection; or
5. Substitutes a different class of service; or
6. Is unable to provide previously confirmed space:
The validity of such passenger’s ticket will be extended until Saudia first flight on
which space is available in the class of service for which the fare has been paid for
more information, please refer to the ticketing manual chapter (01.02.06) general
conditions of carriage.
H- LOST FLIGHT COUPONS AFTER ISSUANCE OF BOARDING PASSES:-

When a passenger loses his boarding pass along with the flight coupons after check-
in and before boarding, he can be accepted for travel after replacement of the lost
ticket and boarding pass pursuant to the following conditions:-
1. Check-in was completed and boarding pass was issued to the passenger, this
can be verified by retrieving passenger check-in history using (HD) entry in DCS.
2. The passenger retains the passenger coupons or unused portion(s) of the ticket.
3. Station responsibilities:
§ Station manager or his delegate must ensure that passenger has been
checked-in by checking passenger history in the system using (HD) entry.
§ Ensure that passenger is holding his passenger coupons or the unused
portion of the ticket.
§ An edit note clarifying that the passenger was checked in the flight and
boarding pass was issued must be entered into the passenger record.
§ Accompany the passenger to airport ticket office for replacement of the lost
ticket.
§ Prepare a full report containing the (passenger name/lost ticket number/date
of issue/itinerary/seat number) and ensure that a copy of passenger ID or
passport attached to the report.
§ Uplift the appropriate flight coupon of the replaced ticket and stamp it with
(USED) stamp.
§ Reprint a new boarding pass with the same passenger information and seat
number based in his history in (HD) entry.
2 -1 -3 MAY 2006
4. Airport ticket office responsibilities:
§ Complete the lost ticket replacement FORM in accordance with the

information outlined in station manager report.
§ Attaché a copy of the station manager report, passenger ID or passport ,
passenger coupon and a print of passenger check-in history(HD)
§ Signing of the lost ticket replacement FORM by the supervisor after
verification of the information and list the lost ticket as a black listed ticket.
§ Collect re-issuance fee as applicable (SAR 25) for domestic flight tickets and
(SAR 100) for international flight tickets.
§ Issue a new ticket for the passenger.
Note:
Incase of the lost flight coupon or the unused portion of the ticket is found after
replacement of the ticket, it should be attached to the replacement of lost ticket FORM
and sent to finance department cc 632/130 separately and not with the flight envelop.
***
2 -2 -1 JAN 2005
TRANSITIONAL AUTOMATED TICKET (TAT)
A - General:-
1. Automated ticket (TAT) is composed of a multi-copy carbonized ticket. It has been
designed for use in various automated devices for which data is computer
generated.
2. Automated ticket (TAT) must not be manually issued ticket.
3. In accordance with the interline traffic agreements and / or baggage agreements, all
IATA members shall accept and honor the automated tickets (TAT) as illustrated in
the following form as per the description that this form should not be issued for
more than one passenger.
ILLUSTRATION OF TAT
‫‪2 -2 -2‬‬ ‫‪JAN 2005‬‬
‫‪ILLUSTRATION OF PASSENGER COUPON‬‬
‫***‬
‫‪SYSTEM PASSENGER SERVICES DEV.‬‬ ‫‪C.C. 791/130‬‬
2 -3 -1 JAN 2005
AUTOMATED TICKET AND BOARDING PASS (ATB)
A - General:-
1. The automated ticket & boarding pass (ATB) has been introduced by a number of
carriers. It is a combined document serving as passenger ticket and baggage check
and boarding pass.
2. The (ATB) is a coupon by coupon ticket designed for use in various automated
devices, for which data is computer generated. This data shall be printed on the
front page of the ticket coupons and shall be encoded on the magnetic stripe on the
reverse side when present.
3. Flight coupon shall not be accepted for travel, replacement and refund and it will
not be valid unless accompanied by its passenger coupon, boarding pass and the
receipt coupon.
4. The larger left hand portion is the flight coupon and the smaller right hand side is
the boarding pass. Passenger must be advised to retain the boarding pass until
arrival to his final destination since all the data of his baggage are shown thereof.
ILLUSTRATION OF ATB NO. (935-6923)
***
2 -4 -1 JAN 2005
EXCESS BAGGAGE TICKET
A - General:-
1. Excess baggage ticket shall be issued against payment of excess baggage charges
or against charges of carrying household animals.
2. Carrier shall issue separate flight coupon for each portion of the journey including a
change of carrier, flight, class of service or stopover if there is an interline carriage
or excess valuation charges.
3. Entries should be written in block capital letters.
4. Audit coupon, issuing office and taxes / fees / charges coupons if found and any
void coupons should be detached before delivering the excess baggage ticket.
5. Flight coupons shall be honored in the sequence issued.
B – Guide to complete the entries of excess baggage ticket:-
NO. NAME OF BOX ENTRY REQUIRED

Passenger
1 Enter document number of passenger's ticket.
Tkt.No.
Cross out “IN EXCHANGE FOR “ and enter the document
In conjunction number of any other excess baggage ticket being issued as
2 with/in Exchange part of the carriage; or cross out “IN CONJUNCTION WITH”
for and enter document number of accountable document being
exchanged.
3 Excess weight Enter the excess weight for which a charge is to be made.
Excess Pieces / Enter the number of excess and / or oversize pieces for
4
Oversize which a charge is to be made.
Rate per KG Or Enter the rate to be charged, preceded by the applicable
5
piece three-letter currency code.
Enter amount charged, preceded by applicable three letter
6 charge
currency code.
Enter amount of tax, if any, preceded by applicable three
7 Tax
letter currency code.
Form of
8 Enter appropriate form of payment code.
Payment
Enter ‘x’ in the applicable square. Enter any excess value
declared preceded by applicable three letter currency code.
9 Special items
Enter number of seats charged for baggage. Use unnamed
esquire for any other special items.
10 Carrier Enter carrier code.
2 -4 -2 JAN 2005
NO. NAME OF BOX ENTRY REQUIRED

Enter the city names spelled out in full, or alternatively, the
11 From / To
three letter city codes.
Date & place of
12 Validate.
issue
Use when there is insufficient space for required entries or to
clarify entries, in other boxes. When excess baggage tickets
13 Remarks
are issued in conjunction, enter the complete routing for
which excess baggage charges have been collected.
ILLUSTRATION OF EXCESS BAGGAGE TICKET

NO. (065-452)
***
2 -5 -1 JAN 2005
MISCELLANEOUS CHARGES ORDER (MCO)
A - General:-
1. Mco is an accountable form which may be used against specified services.
“Saudia” uses the (MCO) form which contains three exchange coupons or one
coupon in addition to the audit, issuing office and passenger coupons.
2. An (MCO) shall be valid for one year from date of issue.
3. (MCO) shall not be accepted if it seems to have any alterations or mutilations to
entries. In this case, a prior approval must be obtained from the issuing carrier
before honoring the (MCO).
4. (MCO) shall never be accepted if presented without passenger coupon.
B – MCO Usage:-
(MCO) may be used to cover the following services except for currency transmittal:
- Air, sea ground transportation.
- Excess baggage charges (including cargo).
- Denied boarding compensation (DBC) due to overbooking and valid on Saudia
only.
- Land arrangements for inclusive tours, rent a car, hotel accommodation and
surcharges.
- Additional collection for upgrading charges or class differential / reservation or
rerouting charges.
- Taxes.
- Deposit for / cash payments.
- Refundable amounts.
- Hotel services.
- (PTAS) collection.
- Collection of charges for incapacitated passenger such as oxygen and
ambulance and related services.
- Additional services charges.
‫‪2 -5 -2‬‬ ‫‪JAN 2005‬‬
‫‪ILLUSTRATION OF MCO NO. ( 065-401‬‬
‫‪2 -5 -3‬‬ ‫‪JAN 2005‬‬
‫)‪ILLUSTRATION OF MCO NO. (065-403‬‬
‫***‬
‫‪JAN 2005‬‬
‫‪CHAPTER THREE‬‬
‫‪SEATING‬‬
MAY 2006
CONTENTS
CHAPTER THREE: SEATING

03-01-01 FLEET SEATS CONFIGURATION

§ SEAT CHARTS …………………….…………………….…… 03-01-01
03-02-01 SEAT ASSIGNMENT
§ POLICY ……………………………...………………………… 03-02-01
§ PURPOSE ………………………....……………………..…… 03-02-01
§ PROCEDURES …………………………...………………..… 03-02-01
§ SEAT OCCUPIED MESSAGE (SOM) …………………...… 03-02-02
§ USE OF UPPER DECK SEATS ON ( B747/168 ) ………… 03-02-03
§ PASSENGER REQUIRING AN EXTRA SEAT ……….….... 03-02-03
03-03-01 EMERGENCY EXIT SEATS
§ GENERAL ……………………………………………………… 03-03-01
§ PASSENGERS NOT PERMITTED TO BE SEATED
ADJACENT TO EMERGENCY EXITS …………………...… 03-03-01
§ PASSENGERS PERMITTED TO BE SEATED
ADJACENT TO EMERGENCY EXITS …………………...… 03-03-01
03-04-01 CHANGE OF A/C SEAT CONFIGURATION
§ GENERAL ………………………………………….…………… 03-04-01
§ POLICY ..........………………………………….……….……… 03-04-01
§ REGULATION ………………………………….……….……… 03-04-01
§ PROCEDURES ……………………………………............….. 03-04-02
03-05-01 SEATING WHEN CHANGING A/C TYPE
§ POLICY …………………………...…………….……………… 03-05-01
§ PROCEDURES ……………………………………....………… 03-05-01
03-06-01 OPTIMUM SEAT UTILIZATION
§ GENERAL ………………………………………………….…… 03-06-01
§ PURPOSE ……………………………………….………..…… 03-06-01
§ PROCEDURES …………………………………………......… 03-06-01
03-07-01 USE OF PLACARD SEATS
§ GENERAL ………………………………………………….…… 03-07-01
§ POLICY ………………...…….………………….……………… 03-07-01
§ PROCEDURES ……………….……………………....…………03-07-01
‫‪3 -1 -1‬‬ ‫‪JAN 2005‬‬
‫‪FLEET SEATS CONFIGURATION‬‬
‫‪Type of Aircraft‬‬ ‫‪B747/468‬‬
‫‪Seat Chart‬‬ ‫‪935-6899‬‬
‫‪F/C Seats‬‬ ‫‪36‬‬
‫‪J/C Seats‬‬ ‫‪32‬‬
‫‪G/C Seats‬‬ ‫‪290‬‬
‫‪3 -1 -2‬‬ ‫‪JAN 2005‬‬
‫‪Seat Chart‬‬ ‫‪935-6768‬‬
‫‪F/C Seats‬‬ ‫‪36‬‬
‫‪J/C Seats‬‬ ‫‪38‬‬
‫‪G/C Seats‬‬ ‫‪319‬‬
‫‪3 -1 -3‬‬ ‫‪JAN 2005‬‬
‫‪Seat Chart‬‬ ‫‪935-6964‬‬
‫‪F/C Seats‬‬ ‫‪36‬‬
‫‪J/C Seats‬‬ ‫‪---‬‬
‫‪G/C Seats‬‬ ‫‪388‬‬
‫‪3 -1 -4‬‬ ‫‪JAN 2005‬‬
‫‪Seat Chart‬‬ ‫‪935-6965‬‬
‫‪F/C Seats‬‬ ‫‪18‬‬
‫‪J/C Seats‬‬ ‫‪---‬‬
‫‪G/C Seats‬‬ ‫‪433‬‬
‫‪3 -1 -5‬‬ ‫‪JAN 2005‬‬
‫‪Type of Aircraft‬‬ ‫‪B-747-168‬‬
‫‪Seat Chart‬‬ ‫‪935-6516‬‬
‫‪F/C Seats‬‬ ‫‪18‬‬
‫‪J/C Seats‬‬ ‫‪---‬‬
‫‪G/C Seats‬‬ ‫‪369‬‬
‫‪3 -1 -6‬‬ ‫‪JAN 2005‬‬
‫‪Seat Chart‬‬ ‫‪935-3636‬‬
‫‪F/C Seats‬‬ ‫‪---‬‬
‫‪J/C Seats‬‬ ‫‪---‬‬
‫‪G/C Seats‬‬ ‫‪444‬‬
‫‪3 -1 -7‬‬ ‫‪JAN 2005‬‬
‫‪Type of‬‬
‫‪Aircraft‬‬ ‫‪B-747-168‬‬
‫‪Seat Chart‬‬ ‫‪935-6956‬‬
‫‪F/C Seats‬‬ ‫‪18‬‬
‫‪J/C Seats‬‬ ‫‪---‬‬
‫‪G/C Seats‬‬ ‫‪399‬‬
‫‪3 -1 -8‬‬ ‫‪JUN 2007‬‬
‫‪Seat Chart‬‬ ‫‪935-6898‬‬
‫‪F/C Seats‬‬ ‫‪30‬‬
‫‪J/C Seats‬‬ ‫‪31‬‬
‫‪G/C Seats‬‬ ‫‪183‬‬
‫‪3 -1 -9‬‬ ‫‪JAN 2005‬‬
‫‪Seat Chart‬‬ ‫‪935-6925‬‬
‫‪F/C Seats‬‬ ‫‪12‬‬
‫‪J/C Seats‬‬ ‫‪25‬‬
‫‪G/C Seats‬‬ ‫‪250‬‬
‫‪3 -1 -10‬‬ ‫‪JAN 2005‬‬
‫‪Type of Aircraft‬‬ ‫‪AB 300‬‬
‫‪Seat Chart‬‬ ‫‪935-6528‬‬
‫‪F/C Seats‬‬ ‫‪26‬‬
‫‪J/C Seats‬‬ ‫‪--‬‬
‫‪G/C Seats‬‬ ‫‪232‬‬
‫‪3 -1 -11‬‬ ‫‪JAN 2005‬‬
‫‪Type of Aircraft‬‬ ‫‪MD 90‬‬
‫‪Seat Chart‬‬ ‫‪935-6900‬‬
‫‪F/C Seats‬‬ ‫‪18‬‬
‫‪J/C Seats‬‬ ‫‪--‬‬
‫‪G/C Seats‬‬ ‫‪103‬‬
‫‪3 -1 -12‬‬ ‫‪JAN 2005‬‬
‫‪Type of Aircraft‬‬
‫‪B737‬‬
‫‪Seat Chart‬‬ ‫‪935-1382‬‬
‫‪F/C Seats‬‬ ‫‪14‬‬
‫‪J/C Seats‬‬ ‫‪--‬‬
‫‪G/C Seats‬‬ ‫‪88‬‬
‫‪3 -1 -13‬‬ ‫‪JUN 2007‬‬
‫‪Type of Aircraft‬‬ ‫‪Embraer-170‬‬
‫‪Seat Chart‬‬ ‫‪935-7002‬‬
‫‪F/C Seats‬‬ ‫‪6‬‬
‫‪J/C Seats‬‬ ‫‪--‬‬
‫‪G/C Seats‬‬ ‫‪60‬‬
‫***‬
3 -2 -1 JAN 2005
SEAT ASSIGNMENT
A – Policy:
Seats assignment must be implemented on all Saudia flights by assigning seats to
passengers according to their desires at all Saudia Stations. Seats may be selected in
advance during booking on some sectors or at check-in counters. Saudia non-
automated stations are requested to ask the passenger to select the seat he desires
from the seat chart.
B – Purpose:
1. Guide customer services Agent to the right method for seat assignment to ensure
passenger comfort during the flight.
2. Provide distinguished service to passengers by assigning seats before aircraft
boarding.
3. Eliminate the rush of passengers to board the aircraft for seat selection according
to their desires.
4. Avoid separation of families and groups.
5. Avoid seating of passengers in rows which are restricted to certain categories of
passengers due to safety requirements such as emergency exit rows.
6. Ladies traveling alone shall be seated in adjacent seats when possible.
7. Special need passengers shall be seated in the seats assigned to them which are
equipped with retractable arms rest.
C- Procedures:
1. Before check-in procedure starts, PNL must be checked to identify seats for certain
categories of passengers e.g. royal Family, VIPs, Medical Passengers,
Unaccompanied minors (UM), prisoners and other categories of passengers who
preferably need to have their seats assigned to them prior to start of check -in.
2. Seat assignment will be applied at the time of check-in, if, however local conditions
make it more desirable to offer this service at some other time and/ or location at
the airport then do so provided that such a change will not delay the flight.
3. Ensure seating of families and group traveling together in adjacent seats. If
adjacent seats are not available, a note in passenger record must be added.
4. Whenever possible ladies traveling alone should be seated in adjacent seats.
5. Families traveling with infants should be seated in bulk head seats designed to
accommodate infants.
6. When infant / child exceeds his age limits after commencement of travel , he can
use his ticket for return journey without additional charge collection and in such
case no seat to be assigned for the infant , in case the passenger requested a seat
for return journey fare differential should be collected between the infant and child
fares.
3 -2 -2 JAN 2005
7. It is not permitted to place more than one infant in each occupied section of the row
as there is only one additional oxygen mask in each section.
e.g. (03 adults + one infant) may occupy 3 seat section
8. In case two infants are traveling with an adult, an additional seat must be assigned
for the second infant.
9. Whenever load and seat occupancy permit, leave vacant seats adjacent to mothers
traveling with their children.
10. In case vacant seats are available, distribute the passengers through the aircraft to
enable them to have more space and comfort.
11. Special needs passengers shall be seated in the seats assigned to them and
equipped with retractable arm rest that can be moved upwards. These seats
are located in aisle seats on all classes of services except on first class for
MD-90.
12. Passengers traveling with carry-on pets should be seated in seats that enable
them to place the cages of animals in front of them.
D - Seat Occupied Message (SOM):
1. The SOM is most important and must be sent immediately after the aircraft
door has been closed to enable the next to apply seat assignment policy.
2. The SOM should be sent to passenger services (KD).
3. The SOM should always be sent with (QU) priority code.
4. The SOM should always show which seats are occupied for each station.
5. Non automated station or stations handled by other systems shall copy the
message to JEDKMSV in addition to the normal address
QU RUHKPSV RUHKKSV
.LHRKDSV
SOM
SV0115/02MAY SIN PRT1
-RUH. 01AC 09A 15L 16JL 19CJL 35DEF 40ROW 55ABCDEF
-JED. 02A 05D 15AC 18C 21C 24JL
ENDSOM
6. Flights where the check-in counters are opened after receiving (SOM) within
sufficient time will not face any problem as seats can be assigned for joining
passengers.
7. Flights where the transit station needs to open the flight before receiving the (SOM)
from the up-line station in sufficient time. The two stations involved should split the
seats between them by mutual agreement allocating the seats as one station to
have odd numbered rows and the other to have even numbered rows.
3 -2 -3 JAN 2005
8. The up-line station should send (SOM) immediately after A/C door closure. The
agreement can be changed weekly in accordance with the booked load from each
station or otherwise continues until a change is requested by one of the stations
concerned.
9. In case of flights with more than one stop-over, SOM should be sent to the first
down-line station immediately. It will be the responsibility of the first down-line
station to send the SOM to the next station.
10. The Customer Services Supervisor at the down-line transit station should either
wait for SOM or start assigning the seats according to the stations agreement to
utilize certain seats until SOM is received.
E - Use of Upper-Deck Seats On B747-168:

For safety reasons usage of Upper-Deck Seats on B747-168 aircraft had been
suspended whether for revenue or non-revenue passengers.
F - Passenger requiring two Seats:

1. In certain circumstances where passengers may request an extra seat to increase
the personal comfort i. e. oversize passengers, Saudia will permit the use of two
seats for the single applicable adult fare.
2. Advance reservation is required by the passenger for this purpose.
3. To avoid the risk of the extra seat being sold to another passenger because of an
apparent “no-show”, the reservation office will create one PNR only for the
passengers while the station will protect the additional seat during check-in.
4. The passenger will be issued one boarding pass only and it should be included in
the pursers information sheet that the passenger is occupying two seats for his
comfort due to his size.
5. The free baggage allowance will be that of a single ticket only.
***
3 -3 -1 JAN 2005
EMERGENCY EXIT SEATS
A – General:-
In accordance with (FAA) policies and regulations No. (121-585), passengers categories
to be seated in the rows adjacent to emergency exits have been identified to help other
passengers to evacuate the aircraft from the emergency exits. Numbers and locations of
emergency exits varies according to the aircraft types, and the diagram shown below
illustrates example for some emergency exits.
B - Passengers not permitted to be seated adjacent to emergency exits:-

1. Passengers traveling with infants
2. Incapacitated or disabled passengers
3. Children
4. Passengers traveling with “carry-on-pets” or “seat baggage”.
5. Passengers unable to understand safety instructions outlined in the safety
instructions cards demonstrated by cabin crew.
6. Oversize or fleshy passengers.
7. Prisoners and their guards.
C - Passengers permitted to be seated adjacent to emergency exits:-

1. Able-bodied adults who can easily push or open emergency doors, remove
obstacles and fix rescue slides and assist others to evacuate.
3 -3 -2 JAN 2005
2. Shall not be less than 15 years of age.
3. Capable to understand and comprehend emergency evacuation instructions
written or screened and able to understand verbal crew instructions.
4. Have audio / visual capabilities to hear and understand crew instructions.
5. Capable to relay verbal information to other passengers.
6. Not attending or responsible or taking care of other passengers such as young
children, infants or mentally or physically retarded passengers.
7. Willing to assist other passengers in case of emergency evacuation to rescue
others not themselves only.
***
3 -4 -1 MAY 2006
CHANGE OF A/C SEAT CONFIGURATION
A – General:-
It is one of Saudia priorities to care for all categories of passengers and introduce all
services whether on ground or on-board the flight. Nevertheless, due to marketing
circumstances , operational or technical reasons that may requires change of ' Saudia '
approved seat configuration on some sectors that resulted in downgrading their class of
travel to a lower class and if this happened ,it requires exertion of all possible efforts to
minimize passengers inconvenience as they are subjected to this situation.
This change may be pre-programmed by Reservations just as been done on certain

East Asia sectors such as (MNL/CGK) or change may take place by Airport staff in order
to meet operational requirement e.g. (oversale or equipment change).
To ensure maximum benefit from the seat configuration change and to avoid negative
impact on the quality of service introduced to Saudia Customers and rationalize
expenditures, regulations and procedures had been established to be implemented by
all concerned.
B – Policy:-
1. When the aircraft type has to be changed due to operational, technical or marketing
circumstances and results in downgrading F/C or J/C passengers, necessary action
must be taken to ensure seating of those affected passengers on the front seats of the
downgraded class of service.
2. In the event of downgrading passengers booked on J/C due to non-availability of this
class of service on the new aircraft or using Business class seats as Guest class for
marketing reasons and there are seats available on the F/C , YMS or station may
upgrade passengers booked on business class seats to the first class without
collecting additional charges (Class differential) on Involuntary upgrade basis.
C – Regulation:-
The automation system has been programmed in such a way that Business and First
class seats which represent a part from Guest class will not appear in the Automated
Reservation System and consequently prior booking can not be made on these seats.
Guest class seats booking will only be restricted to the main deck Guest seats only, with
no effect on the seat configuration available for sale and the percentage decided for
booking seats on SAR system.
3 -4 -2 MAY 2006
D– Procedures:-
Responsibilities
Changing Period Action
YLD RSV STN
effect the required change by using the
entry (KM Action) and sending reservation
automatically to Reservation department via ü
Change of 24 Hours the assigned (Queue) box in accordance
aircraft type to prior to the with the source of Reservation.
(All economy) scheduled All Reservation records for booked
resulting in departure passenger on F/J class who had been
downgrading ü
downgraded should be assigned to special
all passengers "Q" box.
traveling on Contact passengers, advise them with the
F/J class. change and assign front seats of the Guest
ü
class for flights, which apply advance seat
selection service.
Add a comment in the downgraded
passenger's record by the entry (SSR CKIN)
ü
for flights, which have no advance seat
selection service from reservation.
Review the flight record before opening the
flight by using the entry (LOZ P/Q) to
ü
identify commented passengers who have
an SSR (CKIN) entry .
Assign the front seats of (Zone A) for
downgraded passengers. ü
Stamp passengers coupon with
"downgrade stamp" for the downgraded
passengers. ü
Provide all ground services entitled for each

class of service for downgraded passengers
such as (baggage identification tags/loading ü
& offloading / accommodation in first and
business class lounges.
In case all seats in the main compartment
are not occupied, vacant remaining seats
must be left in the aircraft front area (Zone A)
ü
for the comfort of the downgraded passengers
(if possible).
3 -4 -3 MAY 2006
Responsibilities
Changing Period Action
YLD RSV STN
Review flight record before opening the
flight and block the front seats in Guest
ü
class according to the booked number of
Change 24 Hours First and Business class passengers.
Resulting in prior to the Protect the (VIP) seats from available seats
Reduction of scheduled
ü
on first and business class.
First & departure Accept the rest of booked First & Business
Business class passengers according to their ü
Class Seats reporting time "First come first serve" basis.
Accept the remaining First & Business-class
passengers on the blocked seats at the front
area of the Guest class and ensure
ü
stamping of Flight / passenger coupons of
downgraded passengers with downgrade
stamp.
Provide all ground services entitled for each
class to downgraded passengers such as
(Baggage Identification tags / Loading & ü
offloading priorities / Entertainment in the
first & Business class lounges )
Change of Select the appropriate configuration
A/C Seat pursuant to passengers load and type of ü
Configuration Within 24 sating configuration available in ( DCS ).
Due to Hours from Protect First & Business class seats, which
Marketing the represent part of Guest class by using the ü
Reasons Scheduled entry (QS).
Resulting in Departure
usage of First time Upgrade passengers booked on Business
/ Business class and provide First class service to all ü
Class Seats passengers (first & Business).
As Guest In the event of oversale on the Guest Class,
Class) the remaining Guest class passengers shall
be seated on the Business and First class. ü
Notes:
In case of changing the aircraft type to (All Economy) within 24 hours from the
scheduled departure time, resulting in downgrading of all First and Business
passengers, departure station shall be responsible for carrying out all procedures
related to passengers seating.
***
3 -5 -1 JAN 2005
SEATING WHEN CHANGING A/C TYPE
A – Policy:
Seats assignment must be implemented on all Saudia flights by assigning seats to
passengers according to their desires at all Saudia Stations. Seats may be selected in
advance during booking on some sectors or at check-in counters.
B – Procedure:
1. When an aircraft type has to be changed due to operational requirement and result
in a change in seat numbering being previously assigned to passengers, station
shall re-accommodate the passenger who had their seats being changed by
implementing accurately the procedure outlined in Automated Departure Control
System Chapter (02.01.08-15) taking into consideration the following :-
a- Select the suitable recommendation option to reduce the seat change to the
minimum taking into account the time needed for change/passenger
categories (transit passengers, boarding passes being issued to them, their
travel process not yet finalized.)
b- Passengers assigned seats previously and are not holding boarding passes,
should be notified with the change during check-in and they should be
issued boarding passes according to the new seats.
c- Passengers who had already finalized their check-in process and were
holding boarding passes, should have new boarding passes with seat
numbers changed at the aircraft boarding gates.
d- Transit passengers would have their seat numbers changed manually in the
boarding passes which they are holding or would have been re-
accommodating according to their new seats.
2. In case the above mentioned seat assignment procedure failed to be implemented

due to the following reasons ( Change of aircraft type more than once / Aircraft
change time is too limited / The number of passengers affected by the change is
very high )The Station Manager or his delegate shall take the decision to convert
the flights to free seating for Guest Class only and a Supervisor should be
delegated to take the following actions:-
a- Apologize to passengers and explain to them the reason for converting the
flight to free seating.
b- Inform the (SFA) and coordinate with him and give assistance in seating
passengers in the aircraft.
3 -5 -2 JAN 2005
c- Give priority to boarding of families, groups, passengers with special needs
and ladies traveling alone so as to be re-accommodate in adjacent seats,
before other passengers.
d- Keep some adjacent rows to the last minute in order to seat families lately
boarded.
e- Prepare a detailed report explaining the reasons of converting the flight to
free seating flight to be kept in the station file as a reference when needed.
***
3 -6 -1 JAN 2005
OPTIMUM SEATS UTILIZATION
A-General
A procedure has been established to benefit from the vacant seats as a result of
passenger fail to join after obtaining their boarding passes on first and business classes
to be used for first and Business class passenger were booked on lower class due to
non-availability of seats on the class they were ticketed for .
B-Purposes: -
1. To upgrade Saudia image and to deal with this phenomenon on professional basis.
2. To gain customer satisfaction and confidence.
3. To maximize revenue and maintain optimum seat utilization.
C-Procedure: -
1-At check-in counters
a-Finalize passenger check-in process in a normal way and stamp flight/ passenger
coupon with downgrade stamp.
b-Direct passengers to check with upgrade counter.
2-At upgrade counter:
a-In case seats are available in First/Business class at flight closing time,
passenger will be upgraded according to the type of his ticket and the existing
applicable procedure and ensure cancellation of the downgrade stamp.
b-In case, seats are not available due to flight closure with full load on
First/Business classes, the following action should be taken: -
- Enter data in passenger check-in record by using (GATE COMMENT)
e.g.: 1/C/G/PAX HOLDING F OR J CLASS TKT.
- Apologize to the passenger and direct him to boarding gates.
- Inform passenger control office or boarding gate supervisor at stations where
passenger control is not existing, about passengers who had their tickets
stamped by downgrade stamp and their data entered in (GATE COMMENT).
3-Passenger control or boarding gate supervisor:
a-Follow-up passenger boarding process.
b-If presence of F.T.J passenger is confirmed for First/Business class, the
Following should be taken: -
- Upgrade entitled passengers in accordance with the (GATE COMMENT) list
actioned by (LOZ P/GATE) entry. Upgrade should be made on first come
first serve .
3 -6 -2 JAN 2005
- Inform customer service staff on-board the aircraft of passenger names
& the old and new seat number to re-seat the passenger and change the seat
number manually on the boarding pass and cancellation of downgrade stamp
- Inform traffic controller to make the necessary amendments on the load sheet.
- Amend flight records to reflect the final load information in accordance
with the latest changes of passenger seats.
Notice:
When boarding passengers by ( LOZ Q/SEAT NUMBER) the passenger
information entered by (GATE COMMENT) entry will be displayed.
***
3 -7 -1 JAN 2005
USE OF PLACARD SEATS
A. General:-
Sometimes attached Services instruments to aircraft seats may be declared out of
service and may result in non-acceptance of confirmed passenger who is in bad need to
travel while there are no vacant seats on-board, therefore this procedures was
established to regulate usage of such seats.
B. Policy:-
This policy will possibly enable the use of aircraft seats in case of sudden emergency
failures to one of the attached service instruments since they have no negative impact
on Saudi aircrafts from safety point of view as per the following table shown below :-
F L I G H T S
FAILURE TAYP OF
INTERNATIONAL MORE THAN
NO. FAILURE DOMESTIC
LESS THAN 2 HRS 02 HOURS
SCREEN OR CANNOT BE
CAN BE
01 MONITOR CAN BE USED USED
USED
02 HEAD SET JACK -DO- -DO- -DO-
03 HAND SET -DO- -DO- -DO-
F/C & J/C FOOT
04 -DO- -DO- -DO-
REST
CAN BE
05 AIRPHONE -DO- -DO-
USED
FLIGHT
ATTENDANT
06 -DO- -DO- -DO-
CALL LIGHT
CANNOT BE
07 READING LIGHT -DO- -DO- USED
C. Procedure:-
1. A message shall be telexed by Jeddah Line Maintenance (MFSV/MBSV), Riyadh

and Dammam (MYSV/MCSV) to System Airport Automation Development
(JEDCDSV) and should contain the following ( Aircraft registration / Seat No.
/Type of Failure )
3 -7 -2 JAN 2005
2. System Airport Automation Development shall send a telex to Passenger Services
at stations (KDSV) containing Aircraft Registration No. /Seat No./Type of Failure
shown on the table according to maintenance telex.
3. Supervisor Customer Services at the station shall protect the seat to ensure that it
will not be used or sold except at the last moment after selling all the aircraft seats.
4. If aircraft seats are fully booked, supervisor customer services shall revise
passenger Name Record (PNR) in order to assign the seat to one of the following
categories in case all seats are expected to be sold :-
- Pre-booked Seat Baggage.

- Saudia staff holding free or reduced tickets with confirmed reservation or
deadhead crew (DHC)
5. If none of the categories mentioned in Para (4) are available and the station was
compelled to sell the seat to a passenger holding a revenue ticket, passenger
should be notified and if he agreed he should be accepted.
6. Incase repairs have been made to instruments attached to seats, a telex shall be
sent by Line Maintenance to System Airport Automation Development.
***
‫‪JAN 2005‬‬
‫‪CHAPTER FOUR‬‬
‫‪DEPARTING PASSENGERS‬‬
JUN 2007
CONTENTS
CHAPTER FOUR: DEPARTING PASSENGERS
04-01-01 ACCEPTANCE PROCEDURES

§ GENERAL ……………………….……………………......….… 04-01-01
§ BEFORE CHECK-IN ..…………………………………...….… 04-01-01
§ DURING CHECK-IN ……………..…………...…...…….….… 04-01-02
§ CLOSING TIME ……………………………..………….....…… 04-01-03
§ BEFORE BOARDING ……………………………..……..…… 04-01-03
§ DURING BOARDING ………………………...………….….… 04-01-04
04-02-01 BLACK LISTED TICKETS
§ POLICY ………………………………………………..….….… 04-02-01
§ PROCEDURES ………………………………...….…..….….…04-02-02
04-03-01 ACCEPTANCE PRIORITIES
§ POLICY …………………………………………………...….… 04-03-01
04-04-01 PASSENGER TRAVEL DOCUMENTS
§ POLICY ………………………………………………….…....… 04-04-01
§ VERIFICATION OF TRAVEL DOCUMENTS ……...……...… 04-04-01
§ EXIT RE-ENTRY ELECTRONIC VISA ……………...……...… 04-04-02
§ POLITICAL ASYLUM CASES ……………………..…….…..… 04-04-04
04-05-01 BOARDING PASSES
§ GENERAL ………………………………………….…….…...… 04-05-01
§ TYPES OF BOARDING PASSES .……………………...….… 04-05-01
04-06-01 OPERATING STAMPS
§ GENERAL ………………………………………….……...….… 04-06-01
§ TYPES OF OPERATING STAMPS ..…………………...….… 04-06-01
04-07-01 THROUGH CHECK-IN
§ GENERAL ………………………...……………….…….…....… 04-07-01
§ CONDITIONS ………………………………………….………. 04-07-01
§ ISSUANCE OF BAGGAGE TAGS ………...……...........….… 04-07-01
MAY 2006
CONTENTS
CHAPTER FOUR: DEPARTING PROCEDURES
04-08-01 STANDBY PASSENGERS

§ GENERAL………………………...……………….…….….. 04-08-01
§ STANDBY REGISTRATION AND ACCEPTANCE.......…. 04-08-01
§ STANDBY ACCEPTANCE PRIORITIES ………..........…. 04-08-01
§ PROCEDURES ………………………………………....….. 04-08-02
04-09-01 SERVICES MESSAGES & FORMS

§ PASSENGERS NAME MANIFEST………….….....…. 04-09-01
§ PURSER SPECIAL INFORMATION SHEET…….…...….. 04-09-04
§ PASSENGER SERVICE MESSAGE…………...…..… 04-09-06
04-10-01 PASSENGERS BAGGAGE RECONCILIATION

§ GENERAL ……………...………………………….……...… 04-10-01
§ POLICY ……………………………………………..….....… 04-10-01
§ RESPONSIBILITIES ………………………………….....… 04-10-01
§ PROCEDURES ……………………………………..…...… 04-10-01
04-11-01 POLICY AND PROCEDURES FOR MULTI CLASS PASSENGERS

§ GENERAL ……………...………………………….……...… 04-11-01
§ PROCEDURES ……………………………………..…...… 04-11-01
04-12-01 ADVANCE PASSENGER INFORMATION SYSTEM ( APIS )

§ GENERAL ……………...………………………….……...… 04-12-01
§ ADVANCE PASSENGER INFORMATION CARD…...… 04-12-01
§ REQUIREMENTS……...………………………….……...… 04-12-03
§ PROCEDURES ……………………………………..…...… 04-12-04
4 -1 - 1 JAN 2005
ACCEPTANCE PROCEDURES
A - General:-
- Due to variance in facilities from one airport to the other and regulations of deferent
countries for check-in procedures , it is not possible to formulate a standardized
procedure that apply for all stations. This procedure is designed to help Customer
Service Agent for the majority of stations to regulate and streamline the passenger
movements at all service points such as check-in counter, immigration counter and
boarding gates.
- Airport reporting time to finalize check-in formalities is 2 hours before the scheduled
time for international flights , and 1:30 hours before domestic flights , despite that
some sectors require early reporting to the airport for operational and security
requirements.
B - Before Check-in:-
To provide a unique service to “Saudia” passengers, the following procedures are to be
implemented by Customer Service Agents:-
1. Check the passenger name list (PNL) for any passengers who need special services
such as ( VIP / Unaccompanied minor passengers / Incapacitated passengers /
Senior citizens and families ) .
2. Direct the passengers to their dedicated counters.
3. Assist late passengers.
4. Make sure that the passengers who are queuing up in this line are heading to
(destination) (if there is a dedicated counter for check-in).
5. Monitor the smooth flow of passengers at check-in counters to avoid congestion and
guide to other decongested counters.
6. Make sure that name and address labels are filled and affixed to every piece of
passenger baggage.
7. Make sure to remove the old baggage tags.
8. Receive and escort unaccompanied minors to the aircraft until handed to IFS
supervisor on board.
9. Assist incapacitated or medical passengers who need special assistance by providing
wheel chairs and wheeling to the aircraft at SV self handling stations. At stations
where Saudia is having a ground handling agent, the role should not be handled by
the agent staff only, it must be a close supervision by Saudia staff or the person in
charge of the station to ensure that the agent is implementing this procedure properly.
10. Accompany very important persons (VIPs), First Class and holders of Al-
Fursan cards (Golden/Silver) to Golden lounge or First Class lounge.
11. Monitoring oversized hand carried items taken to the aircraft cabin to avoid carriage
on-board.
12. Encourage passengers after check-in process to finish immigration & security check.
4 -1 - 2 JUN 2007
C - During Check-in:-
1. Verify that the passenger is holding a valid ticket for travel to the destination shown
there on and the passenger name on the ticket is identical to his I.D. Card for
domestic flights. Check the name on the ticket against the passport name and that
the passenger is holding a valid entry visa to his destination and any other
documents required for international travel in accordance with countries
requirements as shown on TIM/TIMATIC .
2. You should ask the passenger about his baggage directly or place a written notice
in front of the check-in counter containing the following questions :
- Is this your bag?
- Did you pack it yourself?
- Has it been out of your sight / possession since it was packed?
- Are you carrying anything for anyone else?
- Does it contain any electrical items?
3. It is necessary to ask passenger if he is carrying dangerous goods in his baggage
and direct him to importance of reading the dangerous goods poster to avoid
carriage of prohibited articles (for detailed information about dangerous goods
please refer to chapter (10-07-01) .
4. Make sure that all passenger’s baggage ( checked / unchecked ) have been
checked through security ( x-ray ) machines before sending to the baggage make-
up area or loading into the aircraft.
5. Make sure that all passenger’s baggage both checked and unchecked are placed
on the scale. Enter the weight of the checked baggage together with the number of
pieces in the appropriate box on the flight coupon. Identify the passenger’s
unchecked baggage by tagging it with a cabin baggage tag if it is according to the
specification. “For detailed information about cabin baggage, please refer to
Chapter (10-10-01)“ .
6. Make sure of the passenger’s final destination and tag the baggage to the
appropriate destination.
7. Make sure to uplift flight coupon according to the passenger destination after
stamping by (USED) stamp.
8. Collect the excess baggage charges if there is any taking into consideration that
the valuation of excess baggage must be made at the departure station. If the
passenger complains, be a good listener and adhere to the corporate policy to
collect the excess baggage value in a courteous and tactful manner.
9. Collect the airport departure tax if applicable.
10. Assign a seat from the seat chart in case of non-automated stations or request one
from the system which meets the passenger’s desire.
11. If you are using normal manual boarding pass, enter the passenger’s name, flight
Number, destination and date on both portions of the manual boarding pass and
retain the flight coupon and excess baggage coupon if any.
4 -1 - 3 JUN 2007
12. If the station is automated, attach excess baggage coupon with flight coupon and
insert them inside the boarding pass wallet.
13. Introduce Invitation cards to accommodate passengers in the F/C - J/C lounge. If
there is no lounge to accommodate J/C passengers, they should be entertained in
the F/C lounge and if the lounge can not accommodate all the passengers, only
revenue passengers shall be accommodated on condition that other remaining J/C
passengers shall be given meal and drinks vouchers for drinks only at the airport
Cafeteria .
14. Return all documents and boarding pass to the passenger and thank him for
choosing Saudia.
15. Draw the passenger’s attention to fill in the immigration Exit cards which is to be
submitted to Immigration Authorities.
16. Transfer baggage from scale and forward to the holding area. Prepare yourself for
the next passenger.
D - Closing time:-
1. Closing time is the time required for the station to finalize operational activities
regarding flight departure.
2. Estimated closing time is 30 minutes before time of departure (ETD). This depends
on facilities and airport authorities restrictions in some countries as the required
closing time is extended to 45 minutes for some saudia stations.
3. Closing time does not mean non-acceptance of standby passengers. This
depends on airport facilities such as jet ways etc. and the individual passenger
does not carry checked baggage.
4. Stations must not delay flights to exceed the time scheduled for departure and to
comply with the closing time.
5. Make sure that all unused baggage tags , baggage identification tags and
boarding passes have been collected from check-in counters and kept in a safe
place that can not be reached by unauthorized personnel.
E - Before Boarding:-
1. Make sure that the flight is ready for boarding and make announcements when
clearance is given for boarding.
2. Identify the passengers boarding gates.
3. Announce the flights which are ready for departure.
4. Announce to the passengers to prepare their boarding passes and passports for
international flights or I.D. cards for domestic flights.
5. Advise passengers in case of flight delays and make the appropriate
announcements to keep the passengers well informed with the situation and
reasons of the delay.
6. Assist passengers on delayed or canceled flights.
4 -1 - 4 JUN 2007
F - During Boarding:-
1. Collect the boarding passes from passengers after checking their numbers and
destination.
2. Verify boarding passes and flight coupons with identity and travel documents.
3. Make sure to stamp flight coupons by the (Used) stamp for passengers who
finalized their check-in process by self check-in machines after passengers
boarding for stations introducing self check-in services or domestic connecting
stations for passengers holding connecting or return boarding passes.
4. Make sure that the stretcher case passengers, wheel chair passengers, prisoners,
deportees and their attendants are boarded first.
5. Guest class passengers shall be boarded before First & Business class
passengers. In case of departure lounge congestion, First and Business class
passengers should be boarded before Guest class passengers.
6. Passengers on wheel chairs are to be wheeled to the aircraft and are identified to
IFS staff to be seated in their assigned seats before boarding of other passengers.
7. First class and Business class passengers are to be boarded in a separate means
of transportation and if possible through separate gates.
8. Unaccompanied minors shall be escorted to the aircraft and handed to (SFA)
against signature.
9. Senior citizens and families are to be boarded before other passengers.
10. Conduct automated boarding process through DCS (LOZ Q) .
11. Ensure that a final boarding announcement for the flight has been made at the
appropriate time.
12. Identify passengers who failed to join their flights (FTJ).
13. Send flight information to load controller / terminal coordinator / basement staff to
apply baggage reconciliation procedure ( BRS ) for passengers .
14. Stamp passenger coupon for passengers who finalized through self check-in
machines by the stamp (USED ) .
15. Make sure to count the actual number of flight coupons according to the
passengers load ( LDM ) and prepare flight envelope .
***
4 -2 -1 JAN 2005
BLACK LISTED TICKETS
A - Policy:-
It is mandatory for all customer services employees to ensure that a ticket
presented for travel is not reported in the ticket black-list in accordance with the
following:-
1) Sales Offices Agents:-
Verify all documents whether issued by other airlines or Saudia by using these
entries ( ME* / MO / 70 / ME /7L / 7M / P/ T ).
2) Check-in Agents:-
Verify document by using the entry (ME*) followed by the ticket number
according to the following ticket categories:-
VERIFICATION
TYPE OF DOCUMENT RANDOM
MANDATORY
SPECIMEN
ONE WAY TICKET P
RE-VALIDATION STICKERS IS PRESENT P
LAST MINUTE PASSENGERS TICKET WITH OR
P
WITHOUT RESERVATION
MANUAL ISSUED TICKETS P
OTHER AIRLINES TICKETS P
TICKETS WITH OPEN RESERVATION P
GROUP PASSENGER TICKETS P
TICKET WITH DESTINATION TO PAKISTAN / INDIA / P
FAR EAST
B- Procedure:-
1) Verify passenger’s I.D with the ticket and hence make the appropriate entry
to check the black-list documents.
2) If the ticket is not black-listed, check-in procedures should be normally
processed.
3) If the ticket is reported a black-list, following action should be taken:-
a. If the ticket belongs to Other Airlines (OAL), passenger should not be
accepted and the document should be returned to the passenger. If the
passenger is willing to travel he must issue a new ticket.
4 -2 -2 JAN 2005
b. If the ticket belongs to “Saudia”, employee shall call the Supervisor without
drawing the passenger’s attention.
c. If the Supervisor ensures that the ticket is black listed document, the
following actions should be taken:-
- If it is clear that ticket is (fraudulent, suspicious or stolen), the document
shall be confiscated from the passenger and a form specially designed for
this purpose (Verification form of Black-Listed document) should be filled
and the passenger and documents shall be handed over to “Saudia”
Security Representative at domestic stations to take the necessary
actions. Security Representative role is to forward the documents to
Internal Audit department ( CC. 155/130). Stations where no Security
Representative is existing, Supervisor shall take this role.
- If the ticket is (Lost or missing), Supervisor shall withdraw the ticket from
the passenger and fill in the form specially designed for this purpose and
give the passenger the document receipt and notify the passenger to
follow up with the office which withdraw the ticket after one week from the
date the document withdrawn. If the ticket is confirmed to be blacklist, the
document will be confiscated and sent with the original copy of the form to
Refund Accounts department (CC. 632/130) and passenger should be
notified to follow up with that department within (3) months for domestic
tickets and (4) months for international tickets.
- For International stations, passenger shall be notified to check with the
Station Manager or his delegate or “Saudia” Manager or his delegate
within one week from the date the ticket was drawn.
***
4 -3 -1 JAN 2005
ACCEPTANCE PRIORITIES
A - Policy:-
- Acceptance priority of passengers with confirmed reservation shall be normally
made in accordance with (First come first served) concept.
- Acceptance of passengers in case of oversale due to overbooking or aircraft
equipment change or limitation of aircraft load capacity shall be made in
accordance with the following sequence :-
1. Passengers traveling with confirmed reservation:
Priority Passengers Classification

Revenue
(1) Full fare revenue passengers
tickets
1- Board of directors & their wives and children.
2- Former DG,s & their wives and children.
a-Term pass(1)
3- Executive key employees organization level (B) and
above & wives and children.
1- Saudia employee (IK) & their wives and children in
case of first priority emergency cases (life
(2) jeopardizing cases).
b-Trip pass 2- Saudia employees (IK) & their wives and children in
positive ticket case of personal emergency cases (death).
holders (1-1) 3- Cockpit, cabin crew and technical staff on urgent
company business.
4- Audit and security staff on urgent company business.
5- Cockpit crew members on training mission.
Full fare 50%
(3) Holders.
reduced tickets.
Executive key employees organization level(C-C1) &
a-Term pass
their wives & children.
class(2)
(4) 1- Saudia employee(IK) & their wives& children in case
b-positive
of second emergency priority cases(not life
space
jeopardizing) and other emergency cases.
tickets(2-1)
2- Audit and security staff on routine company business.
50% reduced
(5) published fare Passengers traveling with this category of tickets.
tickets
4 -3 -2 JUN 2007
Priority Passengers Classification
1- Employees and holders of Trip pass ( ACM&XCAP)
on company business or training missions.
2- Contracting employee & their wives and children at
Free positive the beginning and at the end of service.
space tickets 3- Contracting companies' employees executing
(3-1) business with Saudia.
(6)
4- Saudia employees and their wives and children on
Trip pass annual vacation.
( ACM&XCAP) 5- Holders of tickets issued pursuant to bilateral
agreements.
6- Trip pass holders ( ACM&XCAP) on monthly
schedule vacation.
75%reduced
(7) rate positive Holders
tickets
Retired Former retired employees & their wives and children,
employees 7% including former key executives & retired employees and
(8) services charge wife of deceased employee and his premature sons
positive space whom are entitled for one annual ticket.
tickets
85% reduced
Saudi national cockpit crew members and their wives &
(9) rate positive
children.
space tickets
90% reduced
Saudi national cockpit crew members and their wives &
(10) rate positive
children.
space Tickets
7% service
(11) charge positive Entitled employees organization level (D) and below.
space tickets.
2- Passengers traveling on space available tickets:

Same priority sequence mentioned above ( A ) should be applied, provided
that the last priority to be for passenger holding free tickets class (4-1).
3- Refusals due to over sale/Equipment change:
Refusals of passengers traveling with free/reduced rate tickets/term passes
shall be in the reverse priority order mentioned above in paragraph ( 1 )& ( 2 ) .
4- In case of oversale, priority should be given to full fare revenue passengers.
***
4 -4 -1 JUN 2007
PASSENGERS TRAVEL DOCUMENTS
A – Policy:-
“Saudia" shall not accept any passenger on its flights not holding valid, proper and
complete travel document with a valid entry or transit visa to the destination or
connecting point as required by those countries and mentioned in (TIM) or (TIMATIC)
and the publication issued by the authorities concerned to amend those requirement
from time to time.
B - Verification of Travel Documents:-

1) Check-in agents are responsible to verify travel and certificate documents in
passenger's custody at airports before finalizing his travel formalities which
requires more care and efforts to verify official travel documents to the country of
destination according to the following :-
- Presence of a valid passport.

- Presence of a valid entry visa to the country of destination.
2) Verify the passenger name shown on the ticket with the name on the travel
document.
3) Make sure of the travel document validity compared with the validity period
specified by the country of destination.
4) Make sure of the entry visa validity (start and expiry date ) to enter the country of
destination .
5) Ensure that the entry visa had not been previously used as some visas are
restricted to a limited number of entries.
6) Ensure that the person's description is identical to the document holder

mentioned in the travel document.
7) In case the passport contains accompanied children, It should be necessary to

ensure that the visa includes those persons accompanied in the passport and if
the persons included in the passport are traveling alone without the passport
holder, It should be important to make sure that the destination country permits
the entry of persons included in the passports if they are traveling alone without
the passport holder.
4 -4 -2 JUN 2007
8) Make sure that transit passenger travel documents are valid and complete and
covering all transit requirements to the country of destination.
C – Exit Re-Entry Electronic Visa:-

Immigration Authority has honored the new electronic exit re-entry Visa system
pertaining to residents of KSA which can be issued by private Companies and
Establishments participating directly in this service without referring back to
immigration authority, this electronic visa will be implemented simultaneously and
side by side with the existing exit re-entry visa system which was applied as before
(sticker) as the flowing specifications and conditions: -
1) Electronic Visa Specifications:

- Shall be electronically issued by companies and Establishments participating
immediately in this service without referring back to immigration authorizing.
- Visa information shall be printed on a special form and stamped by the
company or Establishment (official employer seal) who issued the visa and the
resident is working with him.
- Visa shall be stamped by immigration authority at the departing or entry border
point besides passport stamping.
- Electronic visa form contains the following information (type of visa / visa no. /
Passport no. / Iqama No. / Date of Iqama / Visa Name holder / lost date of
travel / Visa Validity / Official employer seal / Immigration stamp).
2) Electronic Visa Regulations:

- Electronic visa form must be attached to passengers passport as shown in the
following illustration:
- This permit is considered invalid if not stamped by the official employer seal.
- This permit is considered invalid for entry it not stamped by the official
immigration exit seal.
- This permit is considered invalid in case of any scratch or change to the
document contents.
3) Passengers Acceptance procedures (Check-in) :

Customer service Agents personnel at Saudia international stations must check
Electronic visa (exit re-entry) before finalizing passengers travel process in
accordance with the following:
- Ensure that the electronic visa form is attached with the passenger's passport.
4 -4 -3 JUN 2007
- Ensure congruence of passport with the electronic visa information (visa

validity) before issuance of boarding pass.
- Ensure that the electronic visa form is holding the official employer seal and the
immigration authority seal (exit stamp) in the appropriate boxes of the form.
Sample of Exit Re-Entry Electronic Visa
4 -4 -4 JUN 2007
D – Political asylum Cases:-
Saudia is still suffering from fines being imposed by some countries as a result of
“Saudia” carrying some passengers holding incomplete or forged travel documents
or tearing out their travel documents before arriving to their destination and hence
seeking political asylum. Therefore, the following procedure has been established to
assist frontline employees at stations to minimize such cases.
1) “Saudia” Reservations & Sales staff or “Saudia” General Sales Agents should
courteously notify passengers from the aforementioned nationalities traveling on
SV flights to New York, London, Washington, Frankfurt, Geneva, Paris and Rome
via Saudia mainline stations (Jeddah, Riyadh & Dammam that their passports and
other travel documents will be photocopied so as to be submitted to passport
authorities on arrival at the airport of destination if needed.
2) Advance issuance of boarding passes for this category of passengers is not

permitted from saudia sales offices.
3) In addition to the aforementioned, Saudia should make photocopies of passports

and travel documents for the passengers of the following nationalities after being
stamped by passport authorities at the originating station to be forwarded to the
connecting or final destination station to be submitted to passport authorities in
case passenger named destroyed their passports or travel documents and asked
for political asylum, for the following nationalities :-
01- Afghan 02- Ethiopian 03- Ivory Coast 04- Bangladesh

05- Indian 06- Kenyan 07- Niger 08- Pakistan
09- Somalian 10- Yemen 11- Senegal 12- Sri Lanka
13- Chinese 14- Djibouti 15- Tanzanian 16- Nigerian
4) Customer Services Agents at stations check-in counters and Transit Lounges are
deemed responsible to verify the validity of passenger's passports and entry visas
to their final destination. They should not allow passenger to travel on “Saudia if
their documents are incomplete.
5) When finalizing check-in process for passenger seeking political asylum whose
nationalities had been mentioned before, Customer Services Agent, at stations
should apply the following procedure:
4 -4 -5 JUN 2007
ACTIONS ORG. CONN. DEST.
Complete check-in formalities ü

Retain photocopies of the flight coupons for 48 hours. ü
Escort Passenger through immigration, security and customs
ü
authorities.
Photocopy passport or travel documents of the mentioned
ü
nationalities.
Prepare the form 935-6877 showing the no. of photocopies. ü
Insert photocopies in an envelope and attach it with the form. ü
Hand-over the envelope to the IFS supervisor against
ü
signature on the form.
Send a separate telex of the mentioned nationalities to the
mainline stations: JEDTP RUHKP DMMKP and final
ü
destination indicating passenger name, passport no.,
nationality and final destination.
Receive the envelope from IFS supervisor after signature on
ü
the form.
Deliver the received envelope to the IFS supervisor for the
ü
connecting flight against his signature.
Send a separate telex of the mentioned nationalities to the
ü
final destination.
Receive the envelope from the IFS supervisor against
ü
signature on the form.
If Passenger ask for Political Asylum:
− Hand-over photocopies to the concerned
authorities. ü
− Request photocopies of flight coupons from
the Originating station immediately.
***
4 -5 -1 JAN 2005
BOARDING PASS
A- General :-
Boarding pass is a document issued to passenger during check-in time which
enables him to board the aircraft. It contains passenger and flight information and is
handed over to the staff at the boarding gates and is considered invalid for travel
without flight coupon in cases where flight coupons should be inserted inside the
boarding pass.
B- Types of Boarding Passes :-
1 – Automated Boarding Pass:

It is printed automatically by special printers which should be feeded by boarding
passes and connected with D.C.S. It is used for all travel classes where the seat
number shall be printed in front of the colour assigned for travel class (Red for
First class, Blue for Business class Green for Guest class) as indicated in the
right hand side portion of the boarding pass.
In case of issuing boarding pass to infants, the letter (I) will be printed instead of
the seat number according to the infant's attendant traveling with him.
and in case of issuing boarding pass for the return flight, the code (XXXX) will be
printed in the (connecting / return) box .
Automated B/P illustration
4 -5 -2 JAN 2005
2 – Automated Ticket & Boarding Pass (ATB) :
Automated Ticket & Boarding Pass (ATB) is used as a boarding pass only on
saudia flights and at specific stations as illustrated in the following form. All
passengers will receive the same boarding pass regardless of class of service in
which they are traveling.
Illustration of (ATB) entries:
1) Passenger name and title.

2) Passenger gender.
3) Departure airport code and full city name.
4) Flight number.
5) Class of travel and reservation Booking Designator (RBD) .
6) Departure date.
7) Departure time.
8) Arrival airport code and full city name.
9) Passenger special comments.
10) FQTV number.
11) Boarding Pass comments.
12) Through check-in indicator (XXXX) and check-in sign code.
13) Security number.
14) PNR.
4 -5 -3 JAN 2005
15) Seat number and seat facility.
16) Gate number.
17) Boarding time.
18) Place of BP issuance.
19) Date of BP issuance.
20) Baggage pieces and weight.
3 – Non-Automated Boarding Pass:

It is used in non-automated stations and all passengers are offered the same
boarding pass regardless of their classes of travel. The seat number shall be
written in font of the color specified for the class of travel (Red for First class /
Blue for Business class / Green for Guest class) .As illustrated in the following
form.
4 -5 -4 JAN 2005
4 – Self Check-in Machines Boarding Passes:
It is similar to Automated Ticket & Boarding Pass (ATB) design but different in
colour (yellow) No. ( 935-6966 ) to facilitate identification for passengers who got
their boarding passes issued by self check-in machines for making the required
verification at the boarding gates
***
4 -6 -1 JAN 2005
OPERATING STAMPS
A. General:-
Operating stamps had been unified and numbers reduced along with the relevant
procedures in order to affect a strict control on flight coupons and specify the
responsibilities of the departments concerned with these stamps.
B-Types Of Operating Stamps:-
1- ( USED ) STAMP :
When passenger reports to check-in counter to finalize his travel formalities or sales
offices to obtain boarding pass, check-in agent after verifying passengers identity
shall stamp flight coupon by (used) stamp . passengers who finalized their travel
formalities through self check-in machines, should have got their passengers
coupons stamped after coupon verification and boarding of passengers .
2- ( REDUCED ) STAMP:
Check-in agent shall stamp the boarding pass by (Reduced) stamp when the
passenger is holding reduced rate ticket such as ( child / student / military / diplomats
/ etc….) which was previously stamped by sales office agent .
3- (UNUSED ) STAMP :
a- If the passenger is willing to cancel his travel after getting boarding pass whether
from sales offices or from check-in counters within one hour prior to the
departure, flight coupon shall be stamped by ( unused ) stamp after making sure
that boarding pass has been withdrawn and giving back flight coupon to the
passenger. The stamp should be under the responsibility of the station duty
managers.
b- If Saudia is held responsible for the passenger delay due to operational or

marketing reasons and the flight is canceled and the passenger asked for
cancellation of his travel as a result of this delay, station manager or his delegate
shall annotate on the passenger coupon that his travel has been cancelled
((INVOLUNTARILY)) and stamping the coupon by unused stamp after withdrawal
of boarding pass and returning coupon to the passenger. In this case , the
passenger can refund the coupon value or make re-issuance without paying any
additional charges .
4 -6 -2 JAN 2005
4- (F.T.J. ) STAMP :
a- If the passenger fails to join on domestic flights after getting boarding pass
cards and after the flight departure and the passenger has checked with
airport the same day, station manager shall ensure the following :-
- If the passenger fails to join due to his fault and he has no
reasonable justification or emergency circumstances , the coupon
should not by stamped by the F.T.J. stamps. So that the flight
coupon stamped by used stamp should not be re-used or re-issued.
- If the reason of fail to join beyond the passenger reach and duty
manager is convinced with it, the coupon should be stamped by
( F.T.J) stamp .
b- For international flights, the coupon shall be stamped by ( F.T.J. ) stamp

and in this case , the passenger can refund the coupon value or make re-
issuance after paying the charges .
c- The ticket should not be re-issued or stamped by (F.T.J. ) stamp for refund
except in the presence of boarding pass .
d- The stamp should be under the control of the station duty managers.
5- (DOWN-GRADE ) STAMP : Flight coupon and passenger coupon shall be

stamped by ( down-grade ) stamp when the passenger is accepted in a lower
class than the class he was booked for due to oversale or operational
requirements such as equipment change, the stamp should be under the control
of the station duty managers .
‫‪4 -6 -3‬‬ ‫‪JAN 2005‬‬
‫‪Sample of operating stamps‬‬
‫***‬
4 -7 -1 JAN 2005
THROUGH CHECK-IN
A - General:-
1. The single shot through check-in facility (SSTCI) enable passengers to be
checked-in to more than one flight with the same check-in transaction, provided
that each flight is a continuation journey to the previous.
2. (SSTCI) Can be performed for any passenger on a connecting or same day return
flight.
3. For self check-in machines, passenger may obtain the boarding passes for the
connecting or return flight on domestic sectors only.
B - Conditions:-
1. Through check-in is only permitted on up to 6 flights.
2. The passenger holds confirmed bookings for all flights within the same passenger
name record (PNR).
3. All stations en-route are automated.
4. The minimum connecting times at the transit stations do not exceed those set
within the DCS table.
C - Issuance of baggage tags:-

1. If passenger is transiting to a domestic station from an international flight, then the
baggage tag will only be issued to the transit station to allow custom clearance.
2. If time between arrival and departure of through flight exceeds 24hours then the
baggage tag will only be issued to that station.
Notice:
For more information regarding issuance of (SSTCI) boarding passes, please refer
to Departure Control System Manual “Finalizing acceptance procedures” chapter
(01-01-06-12).
***
4 -8 -1 MAY 2006
STANDBY PASSENGERS
A - General:-
Standby passengers are those holding revenue or non-revenue tickets and have no
confirmed reservations. They report to airport to register their names in the waiting list
to get a seat if availability permits.
B - Stand-by Registration and acceptance:-

1. Standby passengers may be registered during the flight reporting time to finalize
their travel formalities and in accordance to the arrival time to the standby counter.
2. Registration of the numbers of standby passenger depends on the station
judgment and the flight availability status (number of booked passengers,
overbooking percentage, presence of passengers transferred from previous
flights…etc).
3. Standby passengers registration shall be made from check-in counter specially
dedicated for them and this depends on the availability of the station facilities to
dedicate a separate counter for standby passengers.
4. Standby passengers shall be accepted before the expected time of departure
(ETD) (30) minutes prior to the scheduled departure after ensuring non-presence
of booked passengers and the availability of vacant seats on the flight.
5. Standby passengers may be accepted after closing time depending on the station
facilities such as (availability of jet ways / individual passenger does not carry
checked baggage.. etc ).
6. Flights should not be delayed beyond the scheduled time due to acceptance of
standby passengers and should be committed to depart on-time.
C – Standby Passengers Acceptance priorities:-

1. Cock-pit crew and In-flight Services staff (DHC/ACM1) and maintenance staff
traveling on emergency business trip.
2. Passengers holding full fare revenue or non-revenue tickets and holding confirmed
space reservation and were deplaned due to oversale or their flights had been
cancelled.
3. Juvenile offenders or girls traveling with their parents and their attendants from the
concerned government departments on Saudia domestic flights. If seats are not
available on the flight, they should be directed to Airport Ticket Office to book for
them Confirmed Seats on the next flight and if this also failed, they should be
placed on the waiting list and forwarded to Yield Management System to be given
top priority (PA).
4. Passengers traveling with full paid tickets and connecting from other stations and
joined the flight and their reservation status was (RQ) from departing stations.
4 -8 -2 MAY 2006
5. Standby passengers holding Al-Fursan membership card (golden/silver/blue).
6. Special needs passengers not in need of prior arrangements with Saudia before
their travel and during their reservations process.
7. Passengers traveling with full paid tickets and they have waiting list (WL) Request
on the flight.
8. The Remaining standby passengers registered on the waiting list should be
accepted in accordance with the passenger acceptance priorities order mentioned
on chapter (04-03-01).
Notice:
- Passengers holding term pass / positive space tickets (and their entitled families)
who did not make prior reservation should be accepted in accordance with their
reporting time priority to the airport if seats are available on the flight.
- If seats are fully booked, they should be registered on the waiting list in
accordance with the categories of their term passes/tickets and the dates of their
joining saudia.
D - Procedures:-
1. Register standby passengers and give them serial number according to their
arrival time to the standby counter for non-DCS stations. For DCS stations
passengers shall be automatically registered according to the passengers
categories.
2. Check the standby passengers documents and tickets to make sure they are valid.
3. Request standby passengers to wait until a call is made for their return to the
standby counter.
4. Determine the number of available seats in each class and number of passenger
can be accommodated and the destination if the flight is multi-sector.
5. Call the standby by passengers by name according to the serial number record.
6. Enter the baggage weights and number of pieces in the baggage checked box and
uplift the flight coupon.
7. Collect the excess baggage charges and the airport tax (If applicable).
8. Transfer standby passenger baggage to make-up and sorting area.
9. Co-ordinate with catering to provide meals on board for all standby passengers
accepted for travel.
10. Give the ticket and boarding pass to the passenger and draw his attention to the
baggage claim tags stapled to the ticket.
11. Direct the passengers to departure lounge.
12. Return the tickets to the standby passengers who are not accepted for travel and
apologize for them and ask them it they are willing to register their names in
standby passengers list for next flight if flight was available.
***
4 -9 -1 JAN 2005
SERVICES MESSAGES AND FORMS
1 - Passengers Name Manifest:-

- The Passenger Manifest is considered a part of the General Declaration which is
the basic document used for clearance of aircraft into and out of each country and
between international stations within each country by airport authorities according
to annex (9) chapter two of international civil aviation organization.
- “Saudia” personnel other than the operating crew occupying a seat in the cabin,
must have a “ticket” or message authority in lieu of a ticket.
a- Teletype Passenger Manifest ( TPM ) :-

- (TPM) is a list that contains passengers names according to the government
regulations requirements.
- (TPM) shall be dispatched immediately after flight departure.
- (TPM) contains the following elements :
o Address element.
o Communications reference elements.
o Message identifier element.
o Flight number.
o Passenger’s names.
b- Manual Passenger Name Manifest:-

It is prepared by non-automated stations as follows:
1. Passenger names shall be written according to their passport destination and
class of service (First/Business/Guest).
2. The passengers full name must appear in the Manifest including three names.
3. Passengers names according to European style should be written on the Manifest
as shown below:
- Family and First name: DAY JOSEPH
- The family name (surname), first name and second name initial e.g. DAY JOHN J
- Family name (surname), first and second name initials e.g. JONES. X . Y.
- The family name (surname) may be dual e.g. BROWN - SMITH
4. All Passenger Manifests for Arab Country flights must be prepared in Arabic.
5. Passenger names shall be typewritten in the English language for flights operating
to non-Arab countries, and in Arabic language for flights operating to Arab
Countries.
6. Passenger Name Manifest for domestic flights are not required.
4 -9 -2 JAN 2005
7. Handwritten Manifest may be accepted provided that no erasures or corrections
are accepted because unclearly prepared manifests may be rejected and could
result in penalties and fines being imposed by airport authorities of some countries
8. The entries as numbered on the illustration shown on page (04-09-03), suggest a
sequence to use in completing this form. First refer to the number on the
illustration and then read the explanation of the entry required corresponding to
that number:-
- Aircraft registration e.g. (HZ-AIL).
- Flight number.
- Date flight originated.
- Name of embarkation station and country.
- Name of disembarkation station and country.
- The passenger’s three names.
- Passenger category (ADULT).
- Passenger category (CHILD).
- Passenger category (INF).
- Non Revenue Passenger.
- The number of pieces of checked baggage.
- The weight of pieces of checked baggage.
- Remarks (Nationality/Passport number).
- Total of passengers as per the Sex.
- The signature of the agent preparing the manifest.
- The sequence of page and the number of pages e.g. (page 1 of 3).
‫‪4 -9 -3‬‬ ‫‪JAN 2005‬‬
‫)‪PASSENGER MANIFEST FORM (935-0413‬‬
4 -9 -4 JAN 2005
2 - Purser Special Information Sheet:-
a- Contains the name and seat numbers of the special categories of passengers listed
below requiring special attention:
- Very Important Persons (VIPs)

- Commercially Important Passenger (CIPs)
- Unaccompanied / Accompanied Minor (UMs)
- Prisoners
- Deportees
- Infants
- Inconvenienced Passengers
- Medically disabled passengers who need special assistance.
- Key Personnel of SAUDIA
- Owners of Travel Agents
- Mass Media Persons
- Government Officials
- Load Masters
- Diplomatic Couriers
- Al -Fursan Loyalty Members
- Passengers Carrying Pets
b- The information of the Pursers Special Information Sheet is a summary of the
details contained on the passenger manifest. Additional requests and information of
Passengers not known until actual check-in may also be included.
c- The Pursers Special Information Sheet shall be completed as soon as the flight
closes at check-in. It will be the responsibility of the check-in supervisor to ensure
that the form is correctly completed, and taken to the In-flight Services Supervisor
before passengers start to board. At DCS stations, the list is being generated
automatically and the Load Controller in charge will deliver same to IFS Supervisor.
d- The Pursers Special Information Sheet is delivered to the in-flight supervisor before
the passengers start to board, in order to be able to review it and brief the cabin
attendants of the actions required.
e- In the absence of “seat assignments and when the station is compelled to apply free
seating”, the customer services agent will accompany passengers listed on the
Pursers Special Information Sheet to the aircraft and introduce them to the in-flight
supervisor, before boarding other passengers.
f- It is essential that all relevant information available be given to the in-flight

supervisor so that he can offer the highest possible standard of service.
‫‪4 -9 -5‬‬ ‫‪JAN 2005‬‬
‫)‪Sample of Purser Special Information Sheet (935-6665‬‬
4 -9 -6 JAN 2005
3 - Passenger Service Message (PSM):-
a- The “Passenger Services Message” (PSM) is the format used to inform destination
stations and transit of any special category passengers such as VIPS
unaccompanied minor or wheelchair passengers.
b- A PSM must be sent to the destination and transit stations immediately after
completion of check-in and closure of the flight.
c- A nil PSM must be sent even there are no special category passengers.
d- PSM Format Contains the following information :-

- The identifier code (PSM).
- Flight number and date of departure.
- The code of the airport of disembarkation, followed by the passengers name,
seat number, category and onward transfer details, followed by any information
that will enhance the services given to the passenger.
- Each passenger name and the services required by him should be written in a
separate line in the PSM.
( "PSM" Basic Elements )
JEDKPSV • Address Element

.LHRKPSV • Communication Reference Element
PSM • Massage Identifier Element
SV115/14SEP JED PART1 • Flight Element
-LHR 05PAX/SSR • Downline Destination / Recap
DEAF 00F 00J 02Y Element
WCHR 00F 02J 00Y • SSR / OSI codes / Counts Element
VIP 01F 00J 00Y
F CLASS 01PAX/1SSR
1ALOTAIBI/WALEEDMR 03C • Class / Required service
UA123F14SFO
• Passenger Name / Seat number
WCHS HAS OWN CARRY CASE
• Connecting Flight
SI
GATE DELEVERY OF HIS WCHS • Special Service Required
ENDPSM • Supplementary Information Element
• End Element
***
4 -10 -1 AUG 2005
PASSENGER-BAGGAGE RECONCILIATION
A - General:-
The aim of this procedure is to speedily identify and offload any checked baggage
belonging to passengers who fail to join their flights.
B - Policy:-
The procedure outlined below will enable all stations to adhere to annex (17) ,chapter 4,
section 4.3 standard 04.03.01 of the international civil aviation organization (ICAO)
which prohibits the carriage of baggage belonging to a passenger who is not on board
the same flight as his baggage.
C - Responsibilities:-
The station manager or his equivalent will be responsible for the successful and
accurate implementation of the procedure.
D - Procedure:-
1. At Check-in:
a- At manual station, boarding cards should be numbered according to security

number checklist form (935-6750) before check-in starts. The numbered cards
should be submitted to the check-in counters and only pre-numbered boarding
cards should be distributed to the passenger.
b- The serial number will include First Class, Horizon Class and Guest Class
Boarding passes. A sufficient quantity of boarding cards should be prepared to
accommodate the booked load and any Go-Show passengers. Boarding cards
which remain UN-Used must be brought to the boarding gate and deleted from
the passenger security list.
c- The security number shall be hand written on the boarding pass which should
be written twice on the baggage tag, first on the strap portion and second on
the supplementary baggage back-up stub bearing the name of the station, as
shown on the example page no. (04.10.02).
d- Security number must be written on the passengers flight coupon which must
be retained at check-in counter.
4 -10 -2 JAN 2005
e- The baggage will be tagged as normal except that the small square sticker is
to be detached and attached to the tag stuck on the baggage instead of the
bag directly.
f- When inter-line, on-line or blank baggage tags are used, plain white stickers
with the security number hand written on them will be stuck on the tag affixed
on each piece.
g- The baggage will then be sent to the baggage make-up area.
Example:
4 -10 -3 JAN 2005
2. At The Baggage Make-Up Area :

a- Such container will have a container record card attached as per the
illustration. (see on page 04-10-04).
b- As the baggage arrives at the make-up area it is loaded into the containers in
the usual manner after the back up steps is detached from the strap portion of
the baggage tag and stuck into the container record card.
c- As each container is filled, the cards are removed and handed over to the
ramp agent.
d- The container record cards should be brought by the ramp agent to the
boarding gate no later than 15 minutes before departure. The ramp agent
should ensure no wrong loading has occurred by checking that all the stubs
are for the correct destination.
3. At the Boarding Gate:

a- By tracing the security number on the boarding card and passenger security
number check list number (935-6750) it will be quick and easy to discover
which passengers are (F.T.J.) and the name of the passenger by referring
back to the flight coupon.
b- In the event the passenger still fails to board, it will be matter of comparing the
security number of the missing passenger with the container record of the
missing passengers baggage. The baggage should be off loaded.
4. The Handling of Inter-line or On-line Baggage:-

a- It is recognized that this is most critical area with regard to security. All on-line
or interline baggage should be subjected to security control before on-
carriage.
b- At transfer desk a transfer passenger should be processed in the normal way
with regard to the check-in procedure.
c- The baggage tag number must be recorded, logged with passengers name
and the given security number.
d- During the check-in of a transfer passenger the baggage tag numbers must be
sent to the Ramp Agent by the Terminal Agent through a formal memo or over
the phone or radio contact so that the security number is hand written on each
baggage tag.
4 -10 -4 JAN 2005
e- Transfer baggage should be sorted by destination. No on-line or interline

baggage should be forwarded for loading until a phone call or a message
received from the transfer desk positively identifying the baggage by tag
number.
f- The transfer bags may be then forwarded for loading into appropriate
container as per destination. Before loading transfer baggage into container,
the security number written on the tag should be copied into the container
record card. Once the container is full the container record is forwarded to the
boarding gate.
Sample - Container’s Record Card No. (935-6878)
‫‪4 -10 -5‬‬ ‫‪JAN 2005‬‬
‫‪Sample: Security Number Check-list Form Number (935-6750‬‬
‫***‬
4 -11 -1 JAN 2005
POLICY AND PROCEDURES FOR MULTI CLASS PASSENGERS
A - General:-
1- Effective 21.01.1426H 01.03.2005G, multi class fare program will be implemented in
(STARS) system as a primary stage between KSA and (LHR/CDG/ROM/GVA/ JFK/
IAD/FRA)
2- The main purpose of this program is to achieve a revenue increase, promote Saudia
market share in domestic and international markets and to ensure optimum seat
utilization available on aircrafts.
3- Existing Reservation Classes to be Displayed

Saudia is now utilizing (three) classes of services (First/Business/Guest) which are
called primary classes. Each class consists of various reservation classes which are
called (Subordinate classes), these classes will be implemented as following:-
First Class:
F PREMIUM CLASS
For special normal fare / Board Members / Reduce Rate(ID-AD50%) for
A Saudia and travel agencies staff / ALFURSAN Award Tickets / Government
Discount.
Reduce rate tickets for eligible employee, (except 50%) in addition to all Free
R
positive Tickets and positive Term Pass.
Business Class:
J PREMIUM CLASS
C Special normal fare
Special fare / Board Members / reduce rate (ID-AD 50 %) for Saudia and
D
travel agencies staff / ALFURSAN Award Tickets / Government Discount.
Reduce rate tickets for eligible employee, (except 50%) in addition to all Free
Z
positive Tickets and positive Term Pass.
4 -11 -2 JAN 2005
Gust class:
Y PREMIUM CLASS
B Excursion fare / Youth & Students fares
Special fare / Board Members / Reduce positive tickets(ID-AD 50 %) for
M
Saudia and travel agencies staff / ALFURSAN Award Tickets / Government
Discount.
H Special Fare
Q Special Fare / Pre-purchase special Fares
Pre-purchase special Fares / All Reduced Positive Tickets (ID-AD) , except
V
50%
N All Free Positive Tickets & Positive Term Pass.
Notes:
1) (L) class will remain as it is, to be used for six freedom passenger
2) Booking for Stretcher cases, Falcons and seat baggage should be on major
classes only.
B - Procedure: ( Airport Staff )
1- Confirmed Reservation Passengers :-
a. Check-in agent shall make the acceptance procedures entries after checking
the ticket validity as normally as done.
b. The normal response will appear on the screen as following:
- (In case check-in by name)
Example for the list in the screen
SV0021 07OCT JED JFK 0100/07 PW FO

K 5M 0/0BGS JFK Y 2 F /V *N
S*N ADDITIONAL REQUESTS A*W*E*B*F
**REDUCED LIST **
1. ABDALMALI#B*G 3V*DFACZA*
2. ABDULMAJE#A N*MCHFSA*
3. ABDULSALA#B K*DLESAM*
The subordinate class (V) will be shown before Passenger Name Record (PNR)
,while this will not be shown if passenger is booked in the primary classes (F/J/Y)
4 -11 -3 JAN 2005
Example for final passenger acceptance response
SV0113 29FEB JED LHR 0140/29 PW G01 FO
OK 1M1F 2/20BGS LHR Y N F /V *N
S*N ADDITIONAL REQUEST A*W*E*B*F
1. JAMES L 32A V N BA0522 LAX Y OK * AMERICAN* 001
2. JAMES T 32B L N BA0522 LAX Y OK * AMERICAN* 002
The subordinate class will be shown between the seat number and the seating zone
- CHECK-IN BY PNR
Example for final passenger acceptance response
SV0115 25SEP JED LHR 1355/25 PW G1 FO
Example 1) $P/M7FJR8/
OK 1M 0/0BGS LHR Y N F /V *N
N ADDITIONAL REQUEST A*W*E*B*F
1. HANBAZAZA M 43C V N
CHECK SEATS/ZONE IF SUITABLE
**SINGLE SHOT THRU C/I FAILED** ONCARRIAGE MISSING/INVALID
- LOZB ( To print the boarding pass if the booking class is compatible)
( Example 2) $P/M7FJR8/
OK 1M 0/0BGS LHR Y N F /V *N
1. HAMMAD M 34C M N
CHECK SEATS/ZONES IF SUITABLE
**SINGLE SHOT THRU C/I FAILD** ONCARRIAGE MISSING/INVALID
- LOZZ/34C (To off load the passenger if the booking class is not compatible)
c. In both cases the check-in agent shall ensure conformity of reservation class
on the ticket with reservation class in the Passenger Name Record (PNR).In
case of conformity check-in shall be finalized and the boarding pass is to be
issued on normal manner
d. In case of non-conformity of the reservation class with the class shown on the
ticket this should be indicated in the sticker designed for this purposes and the
passenger should be notified to check with Airport Ticket Office for re-issuance
of the ticket according to the class fare booked for.
e. If the passenger refuses to check with Airport Ticket Office to pay fare
difference, he will not be accepted and a note is to be shown in the passenger
record to indicate that his refusal was due to non-conformity of Reservation
Class with what is shown in the ticket.
4 -11 -4 JAN 2005
2- Standby passengers
a. In accordance with the multi-class program, there will be no open ticket on the
subordinate classes followed by the codes (SVR/PEX), other classes not
followed by these codes in addition to reduced rate tickets (ID/AD) issued for
passenger related to airline industry can be issued as open ticket . In this case
such passenger should be listed as standby and will be accepted in
accordance with acceptance priority procedure outlined in the Passenger
Services Procedure Manual when seats are available.
b. Passengers holding other categories of subordinate classes followed by the
codes (SVR/PEX) can show up at the airport to obtain seats in the following
cases:
1. As a result of passenger being no-show on the flight where he was ticketed
and booked for.
2. Passenger shows up at the airport to be accommodated on a flight before the
time of the flight he was ticketed and booked for.
Notice:
When this occurs, direct passenger to sales office.
c. Standby passengers holding tickets on the primary classes (F/J/Y) and the
subordinate classes not followed by codes (SVR/PEX) should be listed in the
standby list and accepted if seats are available in accordance with acceptance
priority outlined in passenger services procedure manual (PSPM).
d. All tickets issued before implementation of Multi-Class shall be accepted
without collecting any difference from the passenger for two month from the
implementation of the program for all sectors, reservation will be in
accordance to the class shown in the ticket.
e. Passenger holding other airlines documents (closed/endorsed to Saudia) will
be accepted on the primary classes (F/J/Y) .
3- Denied Boarding Passengers

a. Over sold passengers (due to aircraft change or due to overbooking on multi-
classes) shall be handled according to the existing Denied Boarding
Compensation (DBC).Procedures for international flights and alternative
recovery flights will be arranged regardless of the conditions of the fare
booked and ticketed issued for.
b. A telex with number of passengers and booking class accepted on the
alternative flights should be flashed to finance department (JEDARSV).
***
4 -12 -1 MAY 2006
ADVANCE PASSENGER INFORMATION SYSTEM ( APIS )
A - General:-
Authorities of some countries have enforced airlines companies to transmit advance
information of all passengers traveling on-board their flights by implementing ( APIS )
at the time needed by those authorities. This system has been implemented on
saudia flights on the following sectors:
- Flights operating from / to USA.
- Flights operating to INDIA (first stage Delhi station).
- Flights operating from / to UK (first stage LHR - RUH -LHR ).
B- Advance Passengers Information Card:-
1- To facilitate passengers data collection in accordance with the countries
requirements, special cards had been designed and produced to be distributed at
sales offices and originating stations for passengers traveling to the above
mentioned countries to be collected from passengers during check-in process at
airports and contain the following information :
Countries Implementing
Required Information APIS
USA INDIA UK
- Full Name. P P P
- Date of birth. P P
- Nationality. P P P
- Sex (Male / Female). P
- Passport Number & Type. P P
- Country issuing the passports. P
- Country of permanent residence. P P
- Visa number, Date & Place of issue P
- Address during residence (Number and name of street / P

City / State / Zip code).
2- Advance Information Card Forms :

• US Advance Information Card Form :
-This information is not required for US citizens / lawful permanent residents or
persons who are in transit to a location outside United States.
4 -12 -2 MAY 2006
- Card should be filled in English language only and in a clear capital letters.
- In case of more than one person in the same passport, each person should fill in
a separate card.
• Indian Advance Information Card Form :

- Card should be filled in English language only and in a clear capital letters .
a separate card.
4 -12 -3 MAY 2006
• UK Advance Information Card Form :

- Card should be filled in English language only and in a clear capital letters.
a separate card.
C- Requirements:-
Countries Implementing APIS

Requirements
USA INDIA UK
- Reporting time ( * ) 4 hours 4 hours 4 hours
- Closing time ( * ) One hour One hour One hour
( * ) Involves reporting and flights closing time for all passengers categories.
4 -12 -4 MAY 2006
D- Procedures:-
Countries Implementing
Procedures APIS
USA INDIA UK
- Collect the cards from the passengers during check-in. P P P
- Ensure the collection of cards which had already been

completed from the connecting passengers before arrival P P P
to the connecting station.
- Distribute the (APIS) cards to the connecting passengers
who did not have these cards before and collect them after P P P
completion.
- Enter the data contained in the information card which was
manually filled by the passenger in the program specially P P P
designed for that purpose.
- Enter the data in the passport machine readable zone P P P
(MRZ) by using scanners as per the existing practice.
- Stamp passenger boarding passes with (APIS entered)
stamp specially designed for this purpose after capturing P P P
all data.
- Direct passenger to the international departure lounge after P P P
completion of all travel formalities.
- Recheck and collect (API) cards or passports at the
boarding gates of the passengers holding boarding passes
that were not stamped by (API-entered) stamp and enter P P P
their data in the computerized program specially designed
for this purpose.
- Ensure that all failed to join (FTJ) passengers data are
deleted from the flight record and from the ( APIS ) P P P
computerized program .
- Ensure transmission of all passengers data immediately P P P
after flight departure.
- Retain the ( API ) cards until the arrival of the flight to final P P P
destination.
***
‫‪JAN 2005‬‬
‫‪CHAPTER FIVE‬‬
‫‪FREE AND REDUCED‬‬

‫‪RATE TRANSPORTATION‬‬
JAN 2005
CONTENTS
CHAPTER FIVE: FREE AND REDUCED RATE TRANSPORTATION
05-01-01 FREE AND REDUCED RATE TRAVEL

§ Policy ………..…….………… …………………….…….…….… 05-01-01
§ Entitled Categories ………….…….……………………….….… 05-01-01
05-02-01 RESERVATION AND BOARDING

§ General ………..…….………… …………………….………...… 05-02-01
§ Regulations ………….………………………………..……….… 05-02-01
05-03-01 EMBARGO
§ Policy ………..…….………… …………………….……….….… 05-03-01
§ Regulations ………….………………………………..……….… 05-03-01
05-04-01 BEHAVIOR AND CONDUCT

§ Policy ………..…….………… …………………….……….….… 05-04-01
05-05-01 BAGGAGE ENTITLEMENT

§ Policy ………..…….………… …………………….……….….… 05-05-01
05-06-01 DEADHEAD CREW TRANSPORTATION

§ General ………..…….………… …………………….…….….… 05-06-01
§ Policy ………..…….………… …………………….……….….… 05-06-01
§ Procedure ………..…….………… …………………….………. 05-06-01
5 -1 -1 JAN 2005
FREE AND REDUCED RATE TRAVEL
A- Policy :-
Saudia provides free and reduced rate air transportation benefits to SV personnel,
retired employees, former employees trainees and their entitled families, presidency
and civil aviation personnel and other airlines employees in accordance with the
regulations governing this subject (refer to MP&P chapter ten).
B- Entitled Categories :-
1 - Term passes entitlement:
Class
Pass Conditions of
Entitled category of
Classification Travel
Travel
-Board Members & Executive Mgmt.
employees in Org. Level (B) and Applicable for
above wives and children. reservation on first
Term Pass
-Former SAUDIA Director General class according to
(1-F)
position, their wives and children availability of seats or
F
(this benefit shall be continued for Business in case all
their widows and children) . first class seats were
-Executive Mgmt. employees in Org. reserved by revenue
Term Pass passengers.
Level (C-C1). Their wives and
(2-F)
children.
2 - 7% Service Charge Tickets Entitlement:
Class
Pass Conditions of
Travel
-Retired / Former Executive Mgmt. Saudi
National Employees in Org. Level (A1),their
Y
wives and children.
7% Service -Retired/Former Executive Mgmt. Saudi Applicable for reservation
National employees in Org. Level (B), their on the ticket assigned
J
Charge Ticket wives and children . travel class according to
-Retied / Former Executive Mgmt. Saudi availability of seats.
National employees in Org. Level (C-C1).
F
Their wives and children .
-FDC members
5 -1 -2 JAN 2005
Class
Pass Conditions of
Travel
Reservation on Y/J class.

Upgrading to F class
-Saudi National employees in Org. Level
Y according to availability of
D-D1 .
seats before flight
-Contract and OOK locally hired employees
departure after payment
in Org. Level D-D1.
J of fare difference.
-Retired/Former Saudi National employees
in Org. Level (D-D1), former Saudi National
Flight Deck crew members, their wives and For space available
F tickets according to
children.
availability of seats at
check-in time.
Reservation on Guest
-Saudi National employees in Org. Level
class.
7% Service (E-E1) .
Y Upgrading to Business
Charge Ticket class according to
in Org. Level E-E1.
availability of seats before
-Retired / Former Saudi National employees
J flight departure after
in Org. Level (E-E1). Their wives and
payment of fare
children.
difference.
-Retired former Saudi National employee in

-For positive space
Org. Level (F-G), Technical employees in
tickets according to the
SG T5 and above, their wives and children.
service charge for which
-Retired / Former Saudi National employees
the tickets are issued for.
in Org. Level H and below, Technical
Y
employees in SG T4 and below, their wives
-For space available
and children.
tickets according to
-Retired Saudi National employees due to
availability of seats at
normal retirement/physical disability, their
check-in time.
wives and children.
5 -1 -3 JAN 2005
Class
Pass Conditions of
Travel
Y Reservation according to
-Employee's widow and minor children. J Org. level of last position
F held by the employee.
-Saudi National employees in Org.Level F-G.

7% Service in org. level F-G.
-Former Contract and OOK locally hired
Charge Ticket employees in org. level G, Technical
According to availability
employees in SG T5 and above, their wives Y
of seats at check-in time.
and children.
-Former Contract and OOK locally hired
employees in Org. Level H, Technical
employees in SG T4 and below, their wives
and children.
3 – (1-1) Tickets Entitlement:
Class
Pass Conditions of
Travel
-Flight Deck Crew members, IFS Crew,
maintenance employees traveling on
emergency business.
-FDC members traveling for training Y
purposes.
-SV employees (in-Kingdom), trainees on
(1-1) Positive scholarship, their wives and children, Reservation according to
personal emergency cases with top priority J employees Org. level,
Space Tickets such as death of one of the employees and travel class.
family members.
-SV employees (in-kingdom), their wives and
children trainees (in-kingdom), in critical F
medical cases with top priority where the
patient life is threatened .
-audit & security employees on urgent
business.
5 -1 -4 JAN 2005
Class
Pass Conditions of
Travel
-SV employees (IK) trainees on scholarship

their wives and children in personal
emergency cases with 2nd priority such as Y
critical illness of one of the employees family
members and other emergency cases.
(2-1) Positive -SV employees (IK) their wives and children
Reservation according to
trainees (in-kingdom) in medical cases with J
Space ticket employees Org. level.
2nd priority where the patient life is not
threatened and routine medical treatment
cases not available at SV medical services
facilities . F
-audit & security employees traveling on
routine business.
Class
Pass Conditions of
Travel
-Employees traveling on business in Org.

Level D and below and FDC members.
-Saudi National employees, their wives and Y
children traveling on annual vacation.
(3-1) Positive -SAUDIA Contract employees, their wives Reservation according to
and children at initial joining, termination, J employees Org. Level,
Space ticket contract suspension or annual vacation. and class of travel
-SAUDIA employees transferring to new
locations, their wives and children. F
OOK locally hired employees, their wives
and children.
5 -1 -5 JAN 2005
Class
Pass Conditions of
Travel
Y
-SAUDIA employees on educational
J
scholarship, their wives and children.
Positive Space F
Reservation according to
ticket (3-1) -Non-employee trainees in-kingdom. employees Org. Level.
-Trainees on scholarship OOK .
-children of American National Contract Y
employees enrolled at high Schools or
colleges OOK .
Class
Pass Conditions of
Travel
-Employees in Org. Level (D) and below,
Space FDC members, Technical employees, their
wives and children.
available ticket Subject to availability of
-trainees subject to SUDIA on job training in Y
seats at check-in time.
(4-1) Administrative/Technical/Vocational fields .
-Temporary employees subject to the
Temporary Job contract.
7 – Reduced Rate Tickets :
Class
Pass Conditions of
Travel
-Employee / wife / children / parents /
father's wife / wife's son or daughter /
Y
husband and house labors .
50% positive
-Retired and Former Saudi National
J -
space tickets employee / wife / children / parents and
retired saudi national.
F
-sisters and house labors .
-Non-employees trainees .
5 -1 -6 JAN 2005
7 – Reduced Rate Tickets:
Class
Pass Conditions of
Travel
75 % positive -Employee / Wife / Children. Y
-Retired former Saudi National employee / J -
space tickets Wife Children. F
-For IFS crew members

travel between work
75 % space -Employee / Wife / Children. location and the nearest
-Retired former Saudi National employee / Y airport to contractual
available Wife / Children. J domicile.
-IFS members on temporary contract F -Contract period must be
tickets
operation. (6 month) for IFS on
temporary contract
operation.
-FDC Saudi National employees and their
90 % positive
wives and children.
Y -
space tickets -Retired / former FDC Saudi National
employees and their wives and children.
90 % space
-Employee / Wife / Children.
available -Retired / Former Saudi National employee / Y -
tickets Wife / Children.
85 % positive -FDC Saudi National employees and their

wives and children. J
-
space tickets -Retired / Former Saudi National employees F
and their wives and children.
***
5 -2 -1 JAN 2005
RESERVATION AND BOARDING
A - General:-
Reservation and priority of boarding on SAUDIA flights shall be regulated in
accordance with the following.
B - Regulations:-
1. Reservation and Registration:
All holders of term Pass/Free & Reduced Rate tickets shall comply with the
following reservation and registration procedures:
· When traveling on term Pass/Free & Reduced rate tickets applicable for
reservation, bookings should be made as early as possible. Consideration shall
be made to make booking before three months from date of travel for sectors
announced in Embargo bulletins.
· All holders of Free & Reduced Rate tickets applicable for reservation are
required to ensure reconfirmation of their bookings during peak periods, in
addition to compliance with the regulations and procedures for optimum
utilization of seat capacity on SAUDIA flights, indicated in the “Conduct &
Behavior” subject in this chapter.
· Holders of Free & reduced Rate tickets not applicable for reservation shall make
registration at least (48) hours before departure by contacting any SAUDIA
reservation office, since this will allow them priority of travel at check-in time, if
seats are available.
· When changing travel plan, employee shall cancel the old booking and arrange
for a new one before (48) hours from departure.
· When changing travel plan, after being listed on waiting list with tickets not
applicable for reservation, the employee shall advise the reservation office of
same before (08) hours from departure.
· If a waiting list of revenue passengers develops on a flight on which employees
or family members are holding positive space booking, the reservation personnel
shall contact them to explain the situation and assist them in booking on another
flights.
· Reservation / Upgrading to the next higher class is permitted in case the travel
class for which the employee is eligible is not available on the aircraft.
2. Order of travel priority :

· Passengers holding term passes / free & reduced rate tickets shall be accepted
for travel in accordance with the priority order outlined in chapter (04.03.01) of
the passenger services procedures Manual (PSPM) and non-acceptance shall
be the reverse of the order previously mentioned.
5 -2 -2 JAN 2005
· In case of denial of boarding for holders of term pass/free & reduced rate tickets
with confirmed reservation due to overbooking / change of equipment, they shall
be treated similarly to revenue passengers in respect of hotel accommodation,
at the stations outside employees work location. Also in this case they shall be
boarded on the next available flight, in accordance with the order of travel
priority outlined in paragraph No.(1) shown above.
· Implementation of reconfirmation procedures during peak seasons for holders of
free and reduced rate positive space tickets. Failure to implement due to
technical reasons, it becomes necessary to comply with the optimum seat
utilization regulation and procedures on flights mentioned in chapter ten (Free
/Reduced rate travel benefits) of MP&P.
· Reduction of the booking period for the employees and their families from one
calendar year to a period not to exceed 3month before departure date on
sectors whose travel have been embargoed by bulletins circulations.
· Limitation of check-in time for employees and their families during peak periods
to 3hours prior to flight departure.
· Registration of Saudia personnel traveling with free and reduced rate space
available tickets at Saudia Reservation offices at least (48) hours before flight
departure. This will give priority acceptance for travel during check-in time when
there is availability.
· Priority of acceptance and boarding for holders of term pass / free and reduced
rate tickets should be automated during check-in at DCS station.
· It is not permitted to deplane any accepted passenger holding term pass/free or
reduced rate ticket at any of the stop-over stations.
· Compliance with the published embargo periods regarding acceptance travel
priorities.
3. Acceptance of passengers at check-in time:

· The check-in procedures for holders of term Pass/Free & Reduced Rate tickets
during peak period shall be started before three hours from flight departure.
· In case of over-booking situations, holders of term Pass/Free & Reduced Rate
tickets and their eligible dependents shall be accepted in accordance with the
automated order of travel priority at check-in time.
· The difference in class fare shall be collected in case a holder of 7% service
charge ticket is upgraded to higher class, However, holders of free tickets shall
not be subject to collection of difference in class fare, in case of upgrading
(according to eligibility) .
· Dependent children under (10) years of age shall not be permitted to travel if
unaccompanied by an adult, unless previous arrangements are made with
SAUDIA personnel at the departure and the destination stations.
5 -2 -3 JAN 2005
· Holder of term Pass/Free & Reduced Rate tickets are required to carry the
necessary formal identification such as passport, Civil Card or SAUDIA term
pass/I.D. Card.
· Station personnel may deny check-in / boarding to any holder of Term
Pass/Free& reduced Rate Tickets who is unable to produce above identification.
***
5 -3 -1 JAN 2005
EMBARGO
A - Policy:-
Travel by certain classes of Term and Trip Passes, Free and Reduced Rate tickets
shall be embargoed due to heavy revenue passenger demands during peak periods.
B - Regulations:-
1. Embargo restrictions shall apply for travel on specified sectors as announced from
time to time through MP&P Manual Bulletins.
2. The following shall be exempted from Embargo restrictions:-
· Positive space 50% and 75% reduced rate normal IATA published fare tickets.
· Term pass category 1 issued to the Board Members.
· Trip passes for medical treatment approved by General Manager-Medical
Services.
· Trip passes for emergency travel approved by the concerned General Manager
(or other position at an equivalent or higher Organization Level).
· Travel for Company Business / Training.
· Travel of Contract employees and their dependents at initial assignment and
termination.
· Embargo periods announced through MP&P Bulletins shall apply to reservation
with all of the following Term/Trip Pass categories during the first two days of
each embargo period for travel from the Kingdom to all international stations
and also during the last two days of each embargo period from international
stations to the Kingdom with possibility of travel without reservation on space
available basis before flight departure:
- Term pass category 1 and 2 First Class reservation shall be limited to

Executive Manager Employees and their wives, while their children are
entitled for reservation in Business/Guest class with the possibility of
upgrading to higher class depending on seat availability before flight
departure.
- (3-1) Annual vacation trip passes. For Captains traveling with their annual
vacation trip passes issued on First Class, reservation on this class shall
be limited to the Captain and his wife only. In this case his children shall be
entitled for reservation on Business /Guest class with possibility of
upgrading the higher class depending on seat availability before flight
departure.
5 -3 -2 JAN 2005
- 7% Service charge positive space tickets for retired employees only. First
class reservation for former management employees shall be limited to the
employee and his wife only when purchasing tickets on this class.
***
5 -4 -1 JAN 2005
BEHAVIOR AND CONDUCT
A - Policy:-
All eligible for Free & Reduced Rate air transportation benefits are expected and
required to observe certain standards of conduct and behavior and general
appearance when traveling on SAUDIA and other airlines. The following rules should
be complied:
1. Furnish all necessary correct information to the Reservation Agent and avoid
misuse of reservation privileges, such as making a positive space reservation
and subsequently present a space available pass/ticket for the reserved seat.
2. Cancellation of reservation in case of change of travel plan to offer chance for

other passengers.
3. Do not go behind any airport check-in counter for any reason unless requested
to do so by the concerned personnel.
4. Board and deplane from the aircraft in a quiet and orderly manner.
5. Holders of space available passes/tickets should use the check-in counter

assigned for wait-list passengers (If exists) and advise the check-in agent if they
have already listed their names for the flight.
6. Occupy the seat in the cabin class indicated on the boarding pass. Do not
request change of seats or cabin class assignment by ground or flight personnel.
7. Space available pass/ticket holders shall comply with cabin attendant or ground
staff requests to change seat or deplane in accordance with the reservation &
boarding regulations indicated in this chapter. Also they shall avoid any
argument resulting in disturbance to other passengers.
8. Avoid discussing SAUDIA business within hearing of other passengers and

refrain from broadcasting the fact that you are traveling on a free or reduced rate
basis.
9. Do not make special demands of cabin attendants or ground personnel these

employees must donate the great amount of their time in serving all passengers.
5 -4 -2 JAN 2005
10. Every holder of SAUDIA pass/ticket either traveling on SAUDIA or other airlines
(OAL) shall be responsible for any fines or penalties imposed on SAUDIA or
other airlines due to his violation of applicable laws regulations.
11. Proper and presentable dress style must be maintained while traveling on
SAUDIA following dress codes suggested for first class passengers.
MEN WOMEN
Thobe and gutra or full suit with shirt Long dress or ragged pants suit or other
and tie or suitable pants and shirts. suitable dress
Notice:
· Persons wearing shirts ragged or unsuitable clothes not to be boarded in any
class of service.
· Hostesses wearing official uniform shall not be accepted for travel with (XCAP)
tickets or other ticket categories .Ordinary conservative clothes should be worn.
***
5 -5 -1 JAN 2005
BAGGAGE ENTITLEMENT
A- Policy :-
SAUDIA provides free baggage allowance and excess baggage to employees, their
dependents and other entitled categories according to the travel classification
indicated in following table.
Baggage
Pass Classes Eligible Category Notes
Entitlement
Board Members,
-Term pass class 1 Executive
and 2 Management
Unlimited -
-Trip pass class Employees and other
(1-1) categories and their
eligible dependents
· (1-45) Kgs in excess
45Kgs of free allowance at
(weight 50% of the normal
concept) rate, more than 45Kgs
Free Trip Passes / SAUDIA Employees at the full normal rate.
7% Service Charge / Retirees / Former
tickets employees and · For more than 3
3pieces dependents additional pieces,
(piece 50% of the normal
concept) charges will be
collected provided
that dimension for one
piece shall not exceed
157cm and its weight
shall not exceed
32Kgs, and in case
dimension and weight
exceeds the limits,
excess baggage
charges should be
collected.
Same as Holders of free
Other pass
revenue passes other than -
category
passengers Saudia employees.
5 -5 -2 JAN 2005
Baggage
Pass Classes Eligible Category Notes
Entitlement
As specified
on approved
Business Saudia employees
Business Travel Travel & traveling on -
Expense company business
Authorization
form
· Single
employee Contract employees
200Kgs. subject to non- Employee is entitled for
· Married Saudi nationals shipping by Cargo.
employee contract
400Kgs.
Initial Assignment Excess baggage
and Termination transportation is
Trip passes Contractors as per authorized upon
IFS cabin termination only by
150 Kgs attendants contract. cargo.
This entitlement is
granted all or part of it
as per employee’s
request.
· Single
employee
350 Kgs.
Cabin attendant entitled
· Married
Trip passes on All Saudia for 150 Kgs in case of
employee
transfer from one employees transfer to carry their
500Kgs.
work location to excluding contract personal baggage and
another. · Each eligible cabin attendants household on Saudia
dependent network.
residing with
employee
100 Kgs.
Eligible children of
At the beginning and
School trip passes 45 KGS American national
end of the school year.
contract employees
***
5 -6 -1 JAN 2005
DEADHEAD CREW TRANSPORTATION
A - General:--
Captains Flight Engineers and Flight Attendants traveling on normal passenger seats as
Deadhead Crew by free positive tickets after completing their final assignment are
considered to be members of flight crew on-board the flight. They must ride on the flight
assigned to them in order to maintain Saudia crew scheduled flights.
B - Policy:-
1. Acceptance of DHC category shall be made in accordance with the policy and
procedure shown in Management Policy and Procedure Manual (MP&P) chapter (10-
02-02) when traveling on emergency business assignment. DHC should be treated
as free positive space holders category (1-1)
2. They are entitled for reservation as cash paid ticket holder.
3. They are not subject to be deplaned except by prior approval from Flight Operation
Department.
C - Procedures:-
1 - Normal Situation.
a- Reservation requests for DHC should be sent to Yield Management

Department (JEDRQSV) showing the Flight No., Date, No. of seats requested
and destination if flight is operating to more than one station from the
concerned Flight Operations Departments which may be:-
- Crew Scheduling and Planning Department JEDOASV) for the

flight departing from Jeddah.
- Crew Control Department (JEDOISV) for the rest of the flights
and Jeddah station.
- Request may also be advised to Future Planning Department.
(JEDCOSV).
b- According to these telexes booking of the required space should be made.

c- When sending amendment telex in the required number of seats whether
increase or decrease, the total number requested shall be indicated in the
telex.
5 -6 -2 JAN 2005
d- In case of non-availability of seats and booking is impossible to be made,
concerned Flight Operation departments aforementioned would have been
notified in order to look for alternative bookings on other flights.
2- In emergency cases:-
For emergency operational reasons such as Flight change or cancellation or

Setup of extra flights, where booking is impossible to make for this category
Because seats are not available or flight shot through from Reservation to the
Station the following action may take place.
a- A telex shall be advised to the Station (KDSV) and Duty Manager (KKSV)
Flight Operation concerned department requesting seats on the flight.
b- The station shall make seat protection in case of availability and send a telex
to Flight Operations showing the seat numbers.
c- In case of non-availability of seats, a telex shall be advised to Flight
Operations.
d- In case of emergency situation where crew should be treated as must ride
passengers on a certain flight, a telex should be sent from Duty Manager to
Flight Operations (JEDOUSV) to the station (KDSV) and Duty Manager
(KKSV) indicating their acceptance on “must ride” basis.
e- If there is any change in the requested seats for DHC during The daily
operation, Flight Operation concerned department shall advise the station by
telex of the correct and total number.
f- If the number of the requested seats is reduced , the station shall be advised
one hour prior to departure time to give a chance for seat utilization .And the
destination must be determined if the flight is operating to more than one
station .
D – Acceptance & upgrading deadheading crew and baggages:-
1. All crew members including deadhead crew and ACM are permitted to carry a
maximum of two pieces weighing 20 kilos as free baggage allowance in
addition to ( 12 ) kgs. as a carry-on baggage for FDC and ( 6 ) kgs. for IFS.
2. Baggage will be tagged with a claim check beside the crew baggage
identification tags to be loaded in accordance with the procedures laid down
on GSP manual.
3. DHC check-in shall be made in accordance with their reservation under
(XXDHC) code and boarding pass shall be issued in Guest class.
4. If seats are available, crew members holder of term pass category ( 3/F )
working on flights as (DHC) First class may be upgraded.
5 -6 -3 JAN 2005
5. Company seniority date should be considered the rule to identify upgrade
priority for the holders of the same I.D. card category.
6. Names must be shown on the General declaration for international flights only
never on the passenger manifest so as not to be considered as passengers
who require entry and exit visas.
E – Mis-connecting flights due to cancellation:-
In case of delay of arriving flight or cancellation of departing flight, ATO staff shall
confirm their reservation on the first departing flight.
***
‫‪JAN 2005‬‬
‫‪CHAPTER SIX‬‬
‫‪SPECIAL SERVICES‬‬
JUN 2007
CONTENTS
CHAPTER SIX: SPECIAL SERVICES
06-01-01 UNACCOMPANIED MINORS (UM)
§ POLICY ….…………………… …………………….…….….…. 06-01-01
§ ( UM ) AGE CATEGORIES ……….…..………….……...….…. 06-01-01
§ CONDITIONS OF ACCEPTANCE …..………….……...….…. 06-01-01
§ PROCEDURES …………………………………….…….….… 06-01-02
§ UNACCOMPANIED MINOR SERVICES FORM ….....….…. 06-01-05
06-02-01 VIPS
§ GENERAL ………………………………………….……...….… 06-02-01
§ VIPS CLASSIFICATION ………………………....…….….…. 06-02-01
§ SERVICES TO BE RENDERD TO VIPS ……….…….…..… 06-02-01
§ RESPONSIBILITIES …………………………………...…….… 06-02-03
§ VIP BAGGAGE HANDLING PROCEDURE .….….……….…. 06-02-04
§ SAUDIA VIP TERM PASS CARD (VIPTP) …….…….…...…. 06-02-04
06-03-01 AL-FURSAN PROGRAMME
§ PURPOSE ………………………………....……….….….…… 06-03-01
§ GENERAL ………………………………………….…….…..… 06-03-01
§ CHECK-IN PROCEDURES ………..…………….…….…..… 06-03-02
§ PRIVILEGES & FACILITIES …………..……….…….…….… 06-03-03
§ ARRIVAL ……………………………………….….………….… 06-03-04
06-04-01 GOLDEN SERVICES PROGRAM
§ GENERAL ………………………………………….…….…....… 06-04-01
§ REGULATIONS ………………….…………………………....... 06-04-01
§ MATERIALS & FACILITIES …………………………………… 06-04-01
§ CATEGORIES ENTITLED FOR
AL-FURSAN GOLDEN LOUNGES ENTRY ……………….….. 06-04-05
§ CUSTOMER SERVICES RESPONSIBILITIES ……..……..… 06-04-06
§ Al- FURSAN GOLDEN LOUNGE EMPLOYEES
RESPONSIBILITIES (CATERING) ……………………............ 06-04-10
06-05-01 MEALS ORDERING PROCEDURES
§ GENERAL ………………………………...….….…..…….….…. 06-05-01
§ POLICY …………………………………...….….…..…….….…. 06-05-01
§ PURPOSE ...……………………………...….….…..…….….…. 06-05-01
§ TYPES OF SPECIAL MEALS ………...….….…..…….….….. 06-05-01
§ PROCEDURES ………………………...…….……..…….….…... 06-05-02
6 -1 -1 MAY 2006
UNACCOMPANIED MINORS (UM)
A - Policy:-
' Saudia ' accepts Unaccompanied Minor travel when he is traveling alone or with
persons who are aged 15 years or less. "Saudia" also provides escort services when
making pre-arrangements during reservations.
B - ( UM ) Age Categories:-
"Saudia" handles (UM) age categories as follows:-
1. Children aged 2 to 5 years shall not be accepted as (UM) unless escort service is
requested as "Saudia" usually provides this service upon request.
2. children aged five years who do not reach 12 years traveling alone or with another
person aged 15 years or less.
3. Children aged 12 to 15 years may be accepted as (UM) if requested by their
parents or guardians as (UM).
C - Conditions of Acceptance:-
1. (UM) reservations must be all confirmed to the final destination.

2. Service request must be made during reservations, for (UM) 24 hours prior to
departure and 72 hours for escort service.
3. Terminal reporting time (one and half hour prior to departure for domestic flights
and 2 hours for international flights.
4. The person who brings the (UM) to the airport must wait until the flight departure.
5. Advance issuance of boarding passes from( CTOS ) shall not be made for (UM)
and he must not be permitted to use self service machines to secure completion of
(UM) travel procedures .
6. (UM) travel must not include any scheduled overnight stops.
7. If "Saudia" accepts (UM) on international flight with scheduled international flight
connecting point, connecting time interval should not exceed 6 hours.
8. (UM) shall be handed over to "Saudia" during departure and delivered to parents
or guardians by Saudia at the airport destination station.
9. A (UM) form No. (935-6568) must be completed and signed by either parents or
guardians before finalizing acceptance procedures at airport check-in counters.
10. In the event of interline carriage, participating carrier approval must be
secured before confirming reservation.
11. (UM) ticket fare shall be (100%) from the adult fare plus one way ticket fare for the
escort up to the final destination of the child (one-way) outbound journey only) .
6 -1 -2 MAY 2006
12. (UM) must be in a good health condition. This service is not available for children
suffering from medical problems that require the presence of specialized medical
attendant.
D - Procedures:-
Escort
Responsibility UM
Services
1- Responsibility of Reservation Staff:
- Make reservation for the child in accordance with the applicable
procedure and in the event of escort service request, enter the ü ü
escort's name by requesting extra seat.
Example :
2ALMOHSEN/MOHDMSTR/EXST
-
Enter the contact information in the departure and destination
station
Example :
3FOSISV CTCA LON 61 CROMWELL ROAD LONDON SW7 TEL ü ü
3552987
3FOSISV CTCA JED 22 ABDUL AZIZ STREET JEDDAH TEL
6671743
- Enter the code (UMNR) in the special request box :
Example : ü ü
41FSSR UMNRSVNN1 UM 03
- Add the escort information in comment box :
Example : ü
FOSISV UMNR A COMPANY WITH ESCORT
- Notify all down line stations through which child will pass and in ü ü
the event of any change in reservation or itinerary.
2- Sales Offices Staff Responsibility:
- Introduce (UM) form No. (935-6568) to the guardian to fill in the ü ü
required information and sign to ensure that the information
thereon is identical to data recorded in the (UM) PNR.
- Issue a full adult fare ticket to the (UM) and an (MCO) for the ü ü
escort with the full one-way ticket fare.
- Retain a copy of the form and attach the rest with the ticket and ü ü
insert inside the (UM) plastic pouch form No. (935-1252).
- Hand over the (UM) plastic pouch to the guardian and inform ü ü
him with the airport reporting time.
6 -1 -3 MAY 2006
Escort
Responsibility UM
Services
3- Departure Station Staff Responsibilities :
- Retrieve the booked passengers name list (PNL) when editing
the flight and identify passengers with special needs ü ü
(Commented passengers) as shown on the (SSR) box by using
the entry (@ P/Q) .
- Assign a seat to ( UM ) plus a seat for a female cabin attendant
adjacent to the child .
Example :
Entry:
@F/REFERENCE NUMBER/E/30AC
@F/ REFERENCE NUMBER /U
Response:
ü ü
SV1020 22MAR JED SELECTED PAX
ALMOHSEN MOHD MSTR
RUH Y Y C S B2 2 30A C 0/0 E SA MB94DJ
EXTRA SEATS 30C
COMMENTS |UMNR| UM03 EXST CHLD A COMPANY WITH ESCORT
- Assign a customer Service employee to receive the (UM) child
with his travel documents from the father or guardian upon ü ü
signature on the (UM) child form.
- Ensure the conformity of information recorded in the (UM) child ü ü
form and finalize his acceptance procedures.
- Uplift the (UM) flight coupon and the (MCO) coupon belonging ü ü
to the escort seat and attach them together.
- Accept (UM) baggage according to the class of service shown
on his ticket. Baggage identification tag form No. (935-6830) ü ü
must be affixed on all his baggage pieces.
- Issue boarding passes in accordance with the seat number
previously assigned and assign the escort seat adjacent to the ü ü
(UM) child's seat.
- Enter the information and seat number assigned to the (UM)
child and his escort in the purser information sheet (PIS) for IFS
supervisor. ü ü
Example :
PL/PP/# CHILD SEAT NO. & ESCORT SEAT NO
6 -1 -4 MAY 2006
Escort
Responsibility UM
Services
-Add a notice in the passenger record to be included in the
(PSM) to all the itinerary onward station. ü ü
Example :
@F/REFERENCE NUMBER /C/A/# UM03#
- Amend the load sheet by including the (UM) escort as additional
crew member to the operating crew.
Entry:
DW/12/Y/1/0
Response:
SV1020 22MAR JED *BWC* CREW 2/13 30/31/183/AB
EXCESS CREW-PROTECT SEATS
1. FLEET WEIGHT/INDEX 142000 13.0- 2. CREW 04
FD M02 F00 174 0.9- 3. CREW 03 D1 M03 F00 ü
210 0.9- 4. CREW 04 D2 M04 F00 280
 0.7-
5. CREW 02 D3 M02 F00 140 0.2
6. CREW 04 D4 M03 F00 210 0.8
12.* EXCESS CABIN CREW F00/00 J00/00 Y01/00 70 0.2 13. CREW
BAGS C04/ 40 C04/260 300 0.6 14. CATERING
1868 0.9
 DOW/DOI 145252 12.8-
** FULL WEIGHT AND BALANCE
-
Escort the (UM) through immigration and security check points
until boarded to the aircraft before passengers boarding and
then deliver to the female fight Attendant assigned to care for ü ü
him and secure her signature on the (UM) form in the presence
of the senior flight attendant (SFA).
- If the (UM) cancelled his travel, the assigned seat for the child
and the escort seat must be cancelled and the (SFA) should be ü ü
informed to deplane the escort flight attendant.
4- Flight Attendants Responsibilities :
- Receive the (UM) from the customer Service employee against ü ü
signature on the (UM) form.
- Escort the (UM) until seated in his assigned seat and assist him ü ü
to place his carry-on baggage in the appropriate place.
- Monitors and cares for the (UM) during the flight and at transit ü ü
points in case connecting passenger remains on board.
- Hand over the (UM) child to the customer service employee at ü ü
the destination station against signature on the (UM) form.
6 -1 -5 MAY 2006
Escort
Responsibility UM
Services
5- Transit station Responsibilities :-
- Receive the (UM) child from the IFS cabin attendant against ü ü
signature in case passengers are deplaned.
- Escort the (UM) and care for him during the waiting period and ü ü
until boarding the aircraft again.
- Escort the (UM) and hand over to the SFA against signature on ü ü
the (UM) form.
-
If the (UM) has a connection on other airlines, customer
services employee at the station shall contact the OAL ü
employee to complete his travel formalities.
- During handing over the child to the airline which will transport
him to his final destination, the airline representative shall sign ü
on the (UM) form No. (935-6568) to prove that Saudia has
delivered the child to that airline.
6- Destination Station Responsibilities :-
- Contact the person authorized to receive the (UM) child and
notify him with the arrival time or the new arrival time if there is ü ü
a delay. The person must also be informed about the location
where he can pick up the (UM).
- (UM) child hand over from the female flight attendant to the
station staff should be made against signature on the (UM) child ü ü
form.
- Escort the (UM) child to finalize his arrival formalities and ü ü
baggage receipt.
- Hand over the (UM) child to the person authorized to receive
the child in accordance with the explanation shown on the form ü ü
after introducing his identification.
E - Unaccompanied Minor Request for Carriage and Service Form (935-6568):-

1. This form consists of eight copies on the right hand side has whilst the left side
request and declaration portion has two copies.
2. The form shall be completed by Customer Services employee at reservation and
sales offices. Parent or guardian will sign the two copies of the declaration on the
left side and retain the first copy in the office file and hand over the rest to the
parent or guardian for airport handling.
6 -1 -6 MAY 2006
3. At destination, all remaining copies of the form whether used or not will be
withdrawn and kept in the station files unless the child needs the documentation for
his return flight.
Note: To assist the unaccompanied children to carry this form and relevant travel
documentation and ticket, a plastic pouch has been designed under reference
number 935-1252 is offered to the parent or guardian free of charge, when the
request for carriage handling advice form 935-6568 is completed.
Sample Illustration of Unaccompanied Children Form 935-6568 (Right Side)
‫‪6 -1 -7‬‬ ‫‪MAY 2006‬‬
‫)‪Sample Illustration of Unaccompanied Children Form 935-6568 (Left Side‬‬
‫***‬
6 -2 -1 JAN 2005
VERY IMPORTANT PASSENGERS (VIPS)
A - General:-
This procedure is designed to render passenger service which exceeds services that the
passenger normally expect to members of the royal family, heads of states, government
ministers and equivalent ranking officials, ambassadors, government officials heads of
armed forces, directors of companies, the owners & the important news media editors,
famous personalities and senior employees of important companies.
B – VIPS Classification:-
Passengers requiring special assistance are divided into four different classification as
follows:-
VIP SA1 - Members of royal families, heads of states, ministers or local

equivalents, ambassadors and heads of armed forces.
VIP SA2 - Deputy Government ministers, senior embassy officials, presidents,

chairman / director general of the airlines, important religious leaders, senior
military officials and executives of companies and organizations important to
Saudia.
VIP SA3 - Important government officials and junior diplomats, members of

officials trade delegations and servants traveling with members of the royal
families.
VIP SA4 - Famous personalities of publicity to Saudia.
Note: Dependents of any of the above categories will only be given the same
classification services when they are traveling with the VIPS. Use of the above VIP
categories must be firmly controlled. They should not be used indiscriminately and are to
be applied only when fully justified.
C - Services To Be Rendered to VIPS:-

1. At Outbound Station:
a. Provide transportation to the airport if required for (VIP SA1 & SA2)
passengers.
b. Country manager or district /station manager meets VIPS.
c. Country / District / Station manager to introduce himself to the passenger and

extend personal recognition and all appropriate services.
6 -2 -2 JAN 2005
d. Assist in expediting check-in, baggage and Immigration Custom formalities.
e. Offer reasonable assistance for various government formalities at the airport.
f. Offer reasonable expenses for food and refreshments.
g. Meet the VIP (SA1 & SA2) passengers at the airport and escort them to the
aircraft and introduce them to the in-flight services supervisor.
h. Prepare the Pursers Special Information Sheet with appropriate data and
services required.
i. Prepare and dispatch a passenger services message (PSM) to the down-line

stations and destination, identifying the (VIPs) and services required.
j.If VIP no-shows, a message should be sent to down-line stations and

destination by the customer services agent immediately after flight closure.
Example of Message:
QU JEDKKSV JEDKDSV JEDKLSV JEDKPSV JEDKRSV

JEDSDSV JEDSMSV JEDRKSV LONSMSV LHRKKSV
.BHHKKSV 140800AA
BHHSV885F14DEC
1BROWN/EMR
SV885F14DEC BHHJED NSI
SV045F14DEC JEDLHR HKI
OSISV YY VIP SA2 HOSP CORP DIRECTOR
OSISV NO SHOW BHH JED
2 - At Transit Station:-
a. Country / District / Station manager meet on arrival.
b. Expedite the VIPs connecting / transiting formalities.
c. Ensure that the VIPs connecting baggage has been properly loaded.
d. Escort the VIP to the aircraft.
e. Country / District / Station manager in the event that the VIP is remaining
overnight should do the following:-
1. Ensure connecting passengers expenses.
2. Assures that hotel reservations are in order and that transportation is
provided.
3. Reconfirm continuing reservations.
4. Assist with baggage handling.
6 -2 -3 JAN 2005
5. Make sure that the VIP understands check-in time and departure time for
the out bound flight.
6. Arrange for transportation to the airport for out bound flight.
7. Assist with check-in for the out bound flight and accompany the VIP to the
aircraft.
3 - At Destination Station:-
a. Country / District / Station manager will meet all VIP (SA1 & SA2)
passengers.
b. Customer services agent will meet all classifications of (VIP’s) at plane side.
c. Country / District / Station manager will coordinate efforts with the customer
services staff to ensure the following is provided for VIP (SA1 & SA2):-
1. Assure that transportation is provided from the aircraft to the terminal when
available and applicable.
2. Assist with customs and immigration formalities as much as possible.
3. Assist with hand baggage, infants and children.
4. Be sure that all check baggage is collected and porters ready for carrying of
baggage to means of transportation.
5. Ensure that transportation arranged for VIPs to hotels or the place

of residence.
6. Provide any other reasonable services required.
D - Responsibilities:
1. Responsibilities of Country / District Manager:

Apply the procedure quoted in previous i, j of para C-1 stated previously.
2. Responsibilities of Manager / Controller Reservation Office:-
a. Ensure that onward reservations are confirmed.

b. That any hotel reservations have been made.
c. That his staff have made arrangements for any special requirements
relating to VIP trip.
6 -2 -4 JAN 2005
d. That notification messages are sent at the correct time.
e. If no-show occurs, Reservations Manager/controller should check if
onward bookings, hotel reservations etc., need amending or
canceling.
3. Responsibilities of Station Manager and Flight Information Coordinator:

Airport management staff on duty will receive messages concerning services
required for the (VIP). It is their responsibility to assure that procedures out
lined herein are executed by their staff on behalf of the Country / District /
Station Manager in the event that a flight should arrive prior to the arrival of
the manager in charge.
4. Responsibilities of Ramp Manager:

Apply the procedures quoted in sections i, j of C-1 stated previously
5. Responsibilities of Customer Services Staff:

They should always be aware of passengers requiring special handling, and if
the Country / District / Station manager is not available to provide the services
required for the VIP then they would act on behalf of the responsible person.
E - VIP Baggage Handling Procedure:-
1. A first class baggage identification tag (935-6639) is to be tied to each piece

of checked baggage belonging to the VIP.
2. Excess baggage charges shall be collected in cash at the departure station or

to obtain approved order from one of the authorized departments.
F - Saudia VIP term pass card (VIPTP):

Saudia provides Chief Executives Officers of the airlines with the facility of free
confirmed travel on Saudia system wide, VP Human Resources authorized the following
procedures:-
1. Some OAL Board of Directors will be accepted on Saudia as free confirmed

positive space by VIPTP cards made of plastic, an illustration of which is
shown below:-
2. Only the card holder is to be given the concession mentioned unless the
letters (SP) appear immediately after the passengers name in which case the
wife of the cardholder may also be offered the said facility.
6 -2 -5 JAN 2005
3. Check-in Formalities for VIPTP Card Holders:-
a. Card holders will be informed that regardless of the actual class of
travel, first class check-in facilities are available for their use.
b. Card holders will be asked to show their VIPTP card at check-in
upon which the agent is to immediately inform the Station Manager
or Manager Customer Services.
c. The passenger is expected to have made a booking. If this is not the
case and the flight is fully booked, then the passenger name is to be
placed at the top of the standby list.
4. Ticketing:-
a. If the passenger does not already hold a ticket, the check-in agent
must issue one for the passenger. Do not under any circumstances
ask the passenger to go to a sales desk.
b. The ticket format used for this purpose is ADM (633-047), showing
the class of travel as first class even if eventually the passenger
travels on any other class.
c. As the pass holder is of extreme importance to Saudia, proof of

identification will not be asked of the VIP, nor will he be required to
sign for the ticket.
5. Free Baggage Allowance:-
There will be no limit set on the free baggage allowance.
6. Station Procedures:-
a. Departure stations are required to initiate a VIPTP signal to KK/ KD/
KL/ KR/ KP/ HF departments.
b. The VIPTP message is to inform stations of the presence of the VIP
seat number, baggage details and any other relevant information to
help in the efficient handling of this category of passengers.
c. Transit / destination stations receiving the message are required to

offer the same standard of quality services to the VIP.
7. Validity of VIPTP Card:-

The validity of the VIPTP card will be as indicated on the card.
***
6 -3 -1 JAN 2005
AL-FURSAN PROGRAMME
A - Purpose:-
To assign important / business customers, a unique identification number that will be
used to track and record their travel on Saudia international flights. The total mileage
traveled is then used to determine any awards and benefits for the cardholder.
B - General:-
1. Saudia introduces for Al-Fursan Cardholders three levels of membership starting

from Blue, silver and Golden Card membership.
2. Al Fursan card members can be identified by the card membership bearing their
names and membership numbers. Al Fursan members can also be identified on
PNL’s by the supplementary items “FQTV” or “FQTR” followed by the membership
number.
Illustration of Al-Fursan Card Membership
3. Al Fursan members holding O.K. tickets will have their seats protected till flight
closing time. This facility is automatic on “shoot-thru” of names from reservations.
Station supervisor should ensure that.
4. Acceptance of wait-listed members shall have priority over any other categories
including Gallileo wait-listed passengers.
6 -3 -2 JAN 2005
5. Al-Fursan members who are holding confirmed reservations or wait-listed and their
relevant information not entered in the PNR, and when identifying themselves
check-in PNRs can be retrieved before departure or after, by adding the entries
“SSR” and “FQTV” to the PNR. If Al Fursan cardholder fails to identify himself, he
must present a copy of the ticket or the boarding pass.
C - Check-in Procedure:-
1. Where there is a dedicated check-in counter for Al-Fursan members, the Al Fursan
sign should be prominently displayed. Al Fursan members shall be given boarding
passes according to the ticketed class of service.
2. Members immediate family who are traveling as one group may be checked-in
together.
3. Award Ticket Travel Handling:-

a- All award tickets will be issued with positive space bookings and shall be treated
as revenue passengers.
b- The ticket will clearly identify that the passenger is traveling with an Award Ticket
(FQTR). The flown itinerary will not be credited to the member as bonus mileage
points.
c- Award Tickets entitle the card holders to book and check-in according to the class
of service granted. Check-in staff must be able to identify the award tickets
“FQTR” as mileage points are not accumulated for award travel.
d- Award traveler will be identified in PNL’s by the supplementary item “FQTR”
followed by the membership number.
e- List of Al Fursan passengers may be retrieved in DCS by using the entries
assigned for that.
4. Boarding Pass:-
Al Fursan members will have on their boarding pass their membership numbers
printed in the “Special Service” box according to the following:-
6 -3 -3 JAN 2005
D - Privileges & Facilities:-
Privileges Golden Card Silver Card Blue Card
Finalizing Check-in Finalizing Check-in Finalize Check-in
processing for processing for processing for
cardholders and his cardholders and his cardholders and his
Check-in family from F/C family from the family according to
Procedure counters regardless of Horizon Class counter the class of service
class of travel shown regardless of the class shown on the ticket.
on the ticket. of travel shown on the
ticket.
(20) Kgms on sectors (15) Kgms on sectors (10) Kgms. on
applying weight applying weight sectors applying
concept, or one concept, or one weight concept or
Additional additional piece of additional piece of one additional piece
Free Baggage baggage, not baggage, not & baggage not
Allowance exceeding (32) Kgms exceeding (32) Kgms exceeding (32)
on sectors applying on sectors applying Kgms on sectors
piece concept on SV piece concept on SV applying piece
flights only. flights only. concept on SV
flights only.
Labeling F/C Baggage Labeling J/C Baggage Labeling baggage
identification tags on identification tags on identification tags
Baggage the checked baggage the checked baggage according to class of
Identification of card holder and his of card holder and his service shown on
Tags family. family. the ticket.
To be accommodated To be accommodated According to class
in Al-Fursan and F/C in Al-Fursan and F/C of service shown on
Hospitality Lounges with their Lounges with their the ticket.
families regardless of families regardless of
their class of travel. their class of travel.
Separate According to the class According to class
transportation with F/C of travel flown. of service shown on
Boarding & J/C passengers the ticket.
regardless of their
class of travel.
Meet & assist in
Meet & Assist finalizing travel
(MAA) in formalities at -------------------------- --------------------------
finalizing connecting and
Travel destination stations.
Formalities
6 -3 -4 JAN 2005
E - Arrival:-
Customer Service Agent at airport shall endeavor to offer all possible assistance to
Al-Fursan Cardholders who identify themselves upon arrival.
***
6 -4 -1 JAN 2005
GOLDEN SERVICES PROGRAM
A - General:-
In line with the services branding and product development program, a Golden Services
Program has been introduced from and to the kingdom on Europe / America / Dubai /
Beirut sectors as first stage to meet customer's satisfaction and desires.
B - Regulations:-
1. Saudia is committed to operate all golden services flights on time as per saudia
scheduled flights and type of aircrafts.
2. If some extra ordinary circumstances occurred, saudia stations in addition to the
departments concerned shall apply checklist of handling delayed, cancelled and
merged flights as outlined in the passenger services procedure manual (PSPM)
chapter (08.02.04) .
3. Scheduled planning department shall provide alternative aircraft of the same load
and type when preparing (OGS) and insertion of any changes in the regular flights
routing or aircraft types change on condition that information was received before
sufficient time.
4. Golden services stations shall submit requests regarding extra flights, aircraft
change and route change to schedule planning department as per the following :-
- Before end of March for winter schedule.
- Before end of July for summer schedule.
5. When changing aircraft type (resulting in change of seat capacity), station must
revise VIP passenger Name List booked in first class / Business class according to
their categories (VIP SAI / SA2 / SA3 / SA4) and ensure that they are not deplaned
from the aircraft or downgraded if delay time is less than 4 hours.
6. If the delay time is more than 4 hours, Reservation department shall revise VIP
passenger name list booked on First / Business class according to their categories
and ensure that they are not deplaned or downgraded.
C - Materials and Facilities:-
1. Baggage Identification Tags.

2. Golden Services Invitation Cards.
3. Immigration Fast Track Cards.
4. Dedicated Counters and Directive sign boards.
5. Queuing barriers in front of Counters.
6. Golden Services lounges.
‫‪6 -4 -2‬‬ ‫‪JAN 2005‬‬
‫)‪F/C Baggage Identification Tag Form (935-6952‬‬
‫)‪Business Class Baggage Identification Tag Form No. (935-6950‬‬
‫)‪F&J Class Cabin Baggage Tags Form No. (935-6951‬‬
‫‪6 -4 -3‬‬ ‫‪JAN 2005‬‬
‫)‪Golden Services Invitation Card Form No. (935-6949‬‬
‫)‪Immigration Fast Track Card Form No. (935-6949‬‬
6 -4 -4 JUN 2007
Immigration Fast Track Card / London Station Form No. (935-6954):
Fast Track card is introduced to finalize immigration formalities for Revenue First Class
Golden Sectors passengers traveling to / from London.
D - Categories entitled for accommodation in Al - Fursan Golden Lounge:-
Entitled Categories
Reduced 50% -75%- SV holders of term
Revenues Free Al - Fursan
85%-90%- 93% pass ticket
F J F J F J Golden Silver 1F 2F
Notice:-
1. Families of AL-Fursan card holders (Golden / Silver) and saudia term pass holders
(1F/2F) shall be entertained in the Al - Fursan Golden Lounge against invitation card
signed by the station executive supervisor.
2. Passengers accompanied by other categories shall be entertained the Al - Fursan
Golden Lounge against payment decided directly by catering in lieu of financial
receipt and they should not be listed within Saudia audit list .
3. Entitled passengers shall be entertained according to the class of service shown in
the boarding pass card. Holders of AL-Fursan membership (Golden / Silver) are
exempted from this and shall be accepted regardless of their class of service.
6 -4 -5 JUN 2007
4. Passengers experiencing inconvenient situations due to downgrade (change of
aircraft/ over sale etc….) shall be accommodated in Al - Fursan Golden Lounge after
filling out the invitation card by the station executive supervisor and signing on it.
5. At stations where Al - Fursan Golden Lounge is not existing, entitled passengers
shall be accommodated in the first class lounge.
E - Customer Services Agents Responsibilities:-

To assist Customer Services employees assigned to introduce Golden Services to be
aware of their duties and responsibilities in accordance with the services locations
already designated to ensure the maximum care to this important passenger category.
1. Departure station :-
LOCATION RESPONSIBILITIES FUNCTIONS
Employee assigned to • Welcome passengers at the gate with

• At the entrance
receive Golden Service Smile of courtesy.
of the lounge
passengers at the • Direct passengers politely to
entrance lounge. dedicated Check-in counters.
• Direct passengers to stand in the

queue in front of the check-in
counters dedicated to offer service to
them to ensure easy flow.
• Front of check- • Transfer passengers from location to
in counters location to avoid congestion.
Employee assigned to
dedicated for
organize passenger • Ensure that passenger filled in
Golden passenger name and address labels
queuing.
Services and affix them on their baggage.
passengers • Ensure removal of old baggage tags
from their baggage.
• Provide assistance to late arriving
passengers.
6 -4 -6 JUN 2007
1. Departure station ( Cont,d) :-

• Introduce Golden Service hand
baggage tags.
• Ensure that each passenger has been
granted 10kgs extra free baggage
allowance. Holders of AL-fursan card
are exempted as their free baggage
allowance will remain as it is (20kgs),
(15kgs) and ( 10 ) kgs for golden, Silver
and blue card holders respectively.
• At check-in
• Affix Golden Services baggage
counters Employee assigned to
identification tags.
dedicated for finalize passenger
travel formalities. • Direct entitled categories to enter Al -
Golden
"Check-in" Fursan Golden Lounge. For passengers
Services
accompanying entitled passengers to
Passengers
enter the lounge shall be directed to
obtain invitation cards from the station
executive supervisor.
• Introduce Fast Track cards to finalize
immigration formalities for Revenue
First Class Golden Sectors only & to
ensure Introduction of the Fast Track
card to passengers leaving to London
• Fill out the invitation card for the families

accompanying the entitled Al-fursan
members holding (Golden/silver) cards
and Saudia staff holding term pass
The concerned
• Executive holders (1F/2F) as per the form shown
employee to assist
supervisor on page (06-04-12).
passengers in
• When passengers are subject to
accordance with the
inconvenient situation due to marketing
responsibilities
or abnormal operation and were
specified for him.
downgraded (due to aircraft change or
over sale …etc), supervisor must fill out
the invitation card to enter the Al-fursan
Golden Lounge regardless of their class
of service.
6 -4 -7 JUN 2007
1. Departure station ( Cont,d) :-

• Register all passengers names for all
cases in which cards had been issued
to them in the daily record showing the
reason of cards issuance.
• Executive The concerned • Receive the audit form from the
supervisor employee to assist catering reception employee.
( Cont,d ) passengers in • Review the list in accordance with the
accordance with the flight load and the entitled passengers.
responsibilities • Honor the list after discussion with the
specified for him. Golden Lounge reception employee
about any comments requiring that.
• Welcome passenger at immigration

counter.
Employee assigned to • Direct First class passenger to Fast
• At immigration
direct passengers to Track counters.
Counters
Fast Track counters to • Immigration employee shall stamp the
Entrance
finalize Immigration. Fast Track card and keep it or destroy it
at the mainline stations
(JED/RUH/DMM) .
• International Employee assigned to • Direct passengers to "Golden Lounge".
Departure direct passengers. • Direct passengers to boarding gates
lounge assigned to each flight during departure
time.
• Boarding Gate Employee assigned to • After announcement and flight is ready
board passengers. for flying, Guest class passengers shall
be boarded first.
• Co-ordination with Golden Lounge
reception employee (verbally/by
telephone) to board passengers who
have been accommodated in the lounge
after boarding Guest class passengers
and specifying boarding gates numbers.
• Advise the reception employee with any
delay in the flight departure time.
6 -4 -8 JUN 2007
2. Arrival station :-
• Receive and direct passengers to Security

/ Customs check.
• Arrival lounge:
• Hand over Golden Services baggage tags.
connecting
• Direct the entitled category to Al - Fursan
passengers
Golden Lounge.
• Introduce Fast Track card to finalize
(International /
International) Immigration formalities to First Class,
Reception employee. revenue passengers connecting to
London.
• Receive and direct First Class passenger

• Arriving to Fast Track Immigration counter.
Passengers • Assist passengers connecting to domestic
flights to join their flights.
3. Transfer station :-
LOCATION RESPONSIBILITY FUNCTIONS
• Introduce Golden Services hand

baggage tags.
Domestic stations :
• Affix Golden Services baggage
identification tags.
Employee assigned to
• At check-in • Introduce Fast Track cards to finalize
Finalize passenger
counters immigration formalities for revenue First
travel (Check-in)
(Domestic / Class Golden Sectors only and ensure
international) Introduction of the Fast Track card to
passengers leaving to London.
6 -4 -9 JUN 2007
F - Al- Fursan Golden Lounge Employees Responsibilities (Catering):-

• Welcome passengers entitled to enter
• Reception Saudia Catering the Golden Lounge at the lounge
Counter Inside Employee entrance.
the 'Golden • Receive boarding passes from
Lounge" passengers and register the information
in the form specially made for this
purpose according to the information
registered in the boarding pass.
• In case there are passengers
accompanying the entitled category,
additional charges should be tactfully
clarified and directly collected from the
passengers without reflecting that in
Saudia audit form. Enter only the
number of passengers accompanying
the entitled passengers in the column
specially made for this purpose of the
form in front of entitled passenger.
• Attach invitation cards of the
inconvenient passengers who received
their cards from the executive
supervisor along with the Audit form.
• Submit the Audit form to Saudia
supervisor responsible of Al-fursan
Golden Lounge for his check and
approval.
• Advise passengers of any flight delay
and the new departure time and
numbers of the boarding gates of their
flights.
‫‪6 -4 -10‬‬ ‫‪JUN 2007‬‬
‫‪Sample of invitation card for Al- Fursan Golden Lounge‬‬
‫***‬
6 -5 -1 MAY 2006
MEALS ORDERING PROCEDURES
A - General:-
Meals Ordering Procedure is deemed to be one of the most significant responsibilities
entrusted to front line staff at stations. Due to variance of facilities and operational
circumstances from one station to the other, it becomes difficult to formulate a unified
standard procedure for all stations. In the light of this situation, the following procedure
had been designed for implementation by most of Saudia stations. Station responsibility
will be to establish a suitable local procedure in coordination with the Catering unit at
that station in accordance with the available facilities and circumstances. They should
also maintain a copy of System Dining Service Manual along with a copy of the local
catering agreement as a reference.
B - Policy:-
1. Providing appropriate meal for each passenger on all Saudia flights which have
this service available.
2. Providing special meals to passengers according to their desires on flights where
normal meals are introduced if previously requested during booking.
3. Providing special meal for diabetic passengers when requested on any flight
whether it has juice or food service.
C - Purpose:-
1. Ensure provisioning of every passenger on-board with the appropriate food
service.
2. Avoid wastage of meals due to excessive orders.
D - Types of Special Meals:-

- BBML - Baby meal
- CHML - Children’s meal
- VGML - Vegetarian meal
- AVML - Asian vegetarian meal
- LSML - Salt free meal (low sodium)
- SPML - Birthday’s / wedding anniversaries / special occasion’s cake
- BLML - Meals for persons with digestive system ulcer
- DBML - Diabetics meal
- LFML - Low fat meal
- BDML - A meal preparation for the blind
- AUML - Autistic meal
6 -5 -2 MAY 2006
E - Procedures:-
1. Catering stations:
a. In accordance with the current D.I.F.O.S and Dining Manual (DM) instructions, it is
the responsibility of Saudia catering stations at (JED/RUH/DMM/MED) to determine
catering requirements in terms of the number of meals catered and type of service
provided for all departing flights.
b. At main line stations, Saudia catering personnel will use the available passenger
data in the reservation system (Stars) to determine the number of meals and type of
services for each class on each flight.
c. In case of system malfunction, it is the responsibility of station manager or his
designee to liaise with Saudia catering personnel to determine number and type of
the requested meals for each flight.
d. In case of upgrade, station manager or his designee should advice-catering station
with the number and type of meals required at least 45 minutes before departure
time and ensures meals are available.
e. It is the responsibility of the station manager or his designee at out-side catering
station to ensure that the appropriate meals are ordered taking into consideration
flight history (Go/No show, Upgrades, special meals …etc.)
f. Concerned station shall ensure availability of the special meals in coordination with
( D.I.F.O.S. ) to confirm the same on board the flight during check in and prepare
Purser Information Sheet ( P I S ) for the IFS supervisor.
2. Non-Catering station:
a. It is the responsibility of the station manager or his designee to forward the Food
Service Message (F.S.M) to the last KSA Catering Station based on booked
passenger figures in the reservation system taking into consideration the flight
history (Go/No show, Up grade and the special meals etc….).
b. The station manager or his designee should coordinate with Y.M.S. (Yield
Management System) by a telex addressed to (TZ/RR) before forwarding I.L
message (initial load message) to the originating catering station.
c. The (F.S.M) should be forwarded to concerned catering station 24 hours before
flight departure time from the originating catering station , and this message is
considered as ( Initial Load ).
d. The final F.S.M. order must be received before 6 hours for international flights and 3
hours for domestic flights from the flight departure time at originating catering
station.
e. Non-catering station could increase/decrease the meal order from the final F.S.M in
case of abnormal situations as following:
6 -5 -3 MAY 2006
• International stations:
- Decrease meal 4hours.
- Increase meal 2hours.
(Before departure time from originating catering, station)
• Domestic stations:
- Decrease meal 3hours
- Increase meal 1hour
(Before departure time from originating catering, station)
f. Sending F.S.M by the non-catering station is a must, but in case of catering station
did not receive the F.S.M. then meal provisioning is to be as per booking figures
available in the reservation system( including child, special meals) but should not
exceed the flight configuration.(if lower class is over booked the balance to be
considered for higher class).
g. Concerned station shall ensure availability of the special meals in coordination with
( D.I.F.O.S. ) to confirm the same on board the flight during check in and prepare
Purser Information Sheet ( P I S ) for the IFS supervisor.
h. In case the number of the requested meals is identified by Catering because station
did not send the meal order message, Catering shall notify the concerned station
with the actual number of meals requested on the flight.
i. It is the responsibility of the station manager or his designee to control the meal
wastage and it should not exceed 5% per month.
j. Station manager or his designee is responsible for filling the monthly meal wastage
report and send it to the Onboard Services Program Department at the end of each
month.
***
‫‪JAN 2005‬‬
‫‪CHAPTER SEVEN‬‬
‫‪MEDICAL CONSIDERATION‬‬
JAN 2005
CONTENTS
CHAPTER SEVEN: MEDICAL CONSIDERATION
07-01-01 ACCEPTANCE PROCEDURES

§ GENERAL …………………………..…...……………….….… 07-01-01
§ SAUDIA – SPECIAL CONDITIONS .….…..…...…….…..… 07-01-01
§ MEDICAL CRITERIA FOR ACCEPTANCE
OF PASSENGERS ……………………….…………………... 07-01-01
§ HANDLING PROCEDURES ……....…….…………….….… 07-01-04
07-02-01 MEDICAL CLEARANCE
§ GENERAL ……………………………………..…...…….….… 07-02-01
§ PASSENGERS NOT REQUIRING
MEDICAL CLEARANCE ………..……………………….…. 07-02-01
§ PASSENGERS REQUIRING MEDICAL CLEARANCE ….. 07-02-01
§ FREQUENT TRAVELLER MEDICAL CARD (FREMEC) …. 07-02-02
07-03-01 INCAPACITATED PASSENGERS
§ DEFINITION ……………………………………………..…... 07-03-01
§ CATEGORIES OF INCAPACITATED PASSENGERS…… 07-03-01
§ LIMITATION OF INCAPACITATED PASSENGERS…....... 07-03-02
§ EQUIPMENTS TO SERVE INCAPACITATED
PASSENGERS .………………………………………….…… 07-03-03
07-04-01 CARRIAGE OF AIDS INFECTED PASSENGERS
§ GENERAL …………………………..…...……………….….… 07-04-01
§ CONDITIONS OF CARRIAGE ……………..…...…….….… 07-04-01
§ ACCEPTANCE PROCEDURES ………………...…….….… 07-04-01
§ PROCEDURES DURING FLIGHT ………..………….….… 07-04-01
§ DISCARDING WASTES AFTER ARRIVAL ……………….. 07-04-02
§ DISPOSAL OF CATERING EQUIPMENTS /
CUTLERY ( FORKS / SPOONS / KNIVES ) …….………… 07-04-02
JAN 2005
CONTENTS
CHAPTER SEVEN: MEDICAL CONSIDERATION
07-05-01 SUDDEN ILLNESS OR DEATH ON-BOARD

§ GENERAL …………………………..…...……………….….…. 07-05-01
§ PURPOSE ……………………..………….…..…...…….….… 07-05-01
§ PROCEDURE ……………………………………………….… 07-05-01
07-06-01 PASSENGER WITH LEG –IN- CAST
§ GENERAL …………………………….....……………….….… 07-06-01
§ PURPOSE ……………………………………..…...…….….… 07-06-01
§ DEFINITION OF TERMS……………………………….….… …07-06-01
§ PROCEDURE ……………………………………………………. 07- 06-01
7 -1 -1 JAN 2005
ACCEPTANCE PROCEDURE
A - General:-
Saudia may accept sick passengers, senior citizens, incapacitated passengers,
pregnant ladies and who require special assistance or handling for travel in accordance
with marketing policies and procedures after complying with the required conditions.
Airport staff shall inform the captain of such passengers presence.
B - Saudia - Special Conditions:-

1. If the passenger’s medical condition may threat passengers safety or property
on board and subject the aircraft and crew safety to any hazards.
2. If the passenger does not comply with the aircraft transportation condition
required.
3. Saudia has the right not to participate in the international carriage and the
connecting flights of sick passengers and those who need medical assistance
in the following:-
- If the passenger’s conduct, physical or mental condition does not
make him able to care for himself without assistance unless
accompanied by escort who will be responsible for caring for him
and despite of escorts, Those passengers will not be in need of any
assistance from Saudia staff .
- Passengers who may be a source of infection or discomfort to other
passengers.
- Passengers whose carriage despite of special precaution will be
hazardous to them and to the other passengers.
- Passengers who can not use the standard airline seat in the upright
position when requested during takeoff or landing.
- Sick passengers who are holding space available tickets (standby)
for part of their journey. Before confirming transportation to
incapacitated passengers described in the above paragraph, the
Reservation Office or Agent in contact shall ensure that all other
airline’s participating in the carriage accept their travel.
C - Medical Criteria For Acceptance Of Passengers:-

1-Pregnant Ladies:-
- Pregnancies before (32) weeks can fly without medical certificate (MEDIF) after
completing Air Travel For Pregnant Ladies Form No. 795-001 (01/97) illustrated
on page (07-01-05) unless there were previous medical complications such as
bleeding or multiple births .
7 -1 -2 JAN 2005
- Lady after 32 weeks pregnancy shall require a (MEDIF) Certificate from a
qualified physician to show that she is medically fit for air travel. The
Certificate should be valid for 07 days from the date of the physician’s
signature.
- The following table illustrates the acceptance of pregnant ladies / new
mothers.
CATEGORY AGE OF BIRTH ACCEPTANCE EQUIPMENT
Expectant Mothers - Accepted –
In normal health, no Without restrictions.
4 weeks or more If needed,
previous multiple birth, no Medical clearance
after date of supply WCHR
complications in delivery not required.
travel or WCHS
expected. (Progress of
pregnancy certain).
Expectant Mothers – Accepted –
Otherwise “incapacitated” Only after positive
or with complications in medical clearance
4 weeks or more
delivery expected. MEDIF form is As specified by
after date of
Progress of pregnancy issued within 7 days medical advisor
travel
uncertain. before
commencement of
travel.
Expectant Mothers – Within 04 weeks
Any condition / case after date of
history travel
Expectant Mothers - Within 07 days Not Recommended _
condition / case history after date of - Medical clearance
travel required.
New Mothers - Normal, Within 7 days Not Recommended _
premature or with after birth - Medical clearance
complications required.
2. Senior Citizens:-
There is no restriction for their transportation if they are not suffering from any disease.
3. Blindness:-
Acceptance with or without companions.
4. Passenger with End Stage Renal Failure:-
They are required to obtain medical certificate from the hospital showing that they are
Renal Failure patients and on Chronic Ambulatory Peritoneal Dialysis (CAPD), and
they are traveling from ___________to___________having such quantity of essential
7 -1 -3 MAY 2006
items and requesting Saudia to allow them free transportation on the same flight for
this medical life-saving medication providing that Saudia allow them (240) Kgs as
excess baggage in addition to the free baggage allowance as per applicable class of
service without additional charges.
5. New Born Babies:-
Healthy new born babies have no restrictions on travel after the first week of birth.
However, babies having medical problems should be cleared by treating physician
before flying. They will be accepted for travel as per restriction shown in the following
table:
CATEGORY AGE OF BABY ACCEPTANCE EQUIPMENT
Babies - Normal or Within first 7 days Not accepted _

premature born after birth
Babies - Healthy At least 7 days and Accepted if:

(normal birth) up to age specified Accompanied by mother
in airline’s rules. or other suitable escort _
(nurse etc.) medical
clearance not required.
Babies - Not At least 7 days and Accepted - Only after As specified

healthy (normal up to period positive clearance. Must by medical
birth or prematurely established by be escorted by qualified advisor.
born including doctor not escort (doctor;
incubator cases) exceeding 2 years specialized nurse /
old. attendant
D - Handling Procedures:-
1. At Departure Station:-
- Review commented passenger list to identify passengers with special needs.

- When check-in agent receive special needs passenger ticket ,he must be fully
alert of the code (SP) which means that the passenger is in need of special
assistance and he must ensure that all "Saudia" requirements to carry this
category of passengers have been fulfilled.
- In the event that special needs passengers have not met Saudia requirements,
every effort have to be exerted to help them and if circumstances or departure
time do not permit this to be done, their travel shall be refused or delayed until
proper arrangements are made.
7 -1 -4 MAY 2006
- In case travel is deferred or canceled, a message must be flashed out to the
concerned departments and the onward Saudia stations en-route.
- Coordinate with the concerned departments to ensure that all the necessary
medical equipments are available in accordance with (MEDIF) or passenger name
record (PNR) .
- Make sure that sick passenger does not need any assistance otherwise he must
be accompanied by an able attendant.
- Customer Service Agents has the right to request medical information from the
passenger if he is in doubt about the passenger medical condition.
- Finalize check-in process for special needs passengers and ensure that they are
assigned the appropriate seats(aisle seats with retractable arms) available in all
aircrafts except on first class for (MD90).
- Avoid seating sick and incapacitated passengers on the seats adjacent to
emergency exit doors.
- If safety procedures or Saudia policy calls for seating incapacitated passengers in
a specific area of the aircraft, these procedures shall have priority over the other
passengers requests. Before take-off, incapacitated passengers and their escorts
may have to be individually briefed on emergency procedure and emergency exits.
The responsibility for such briefing rests on Saudia Cabin Attendants.
- Ensure that the baggage identification card for the Special Needs Passenger is
affixed on their wheelchairs and on other pieces of their baggage if accepted as
checked baggage to facilitate identification during handling.
- Coordinate with the baggage make-up area and load control supervisors to locate
the loading position of the wheelchairs and to send a telex to the destination
station for offloading and delivering to the baggage claim area before other
passengers' baggage.
- Assist wheelchair passengers during movement and boarding the aircraft.
- Boarding the Special Needs Passengers before other passengers.
- Ensure that all information regarding Special Needs Passengers are available in
the Purser Information Sheet form (PIS) of the IFS supervisor and notify traffic
controller with all categories of Special Needs Passengers and their escorts on
board the flight and any other arrangements related to them.
- Ensure that passenger service message (PSM) is forwarded to transit, connecting
and destination stations.
2. At Transit Station:
Sick and incapacitated passengers and their escorts shall normally be permitted
to stay on board during transit stops provided that no safety procedures
applicable to all airports have been violated.
7 -1 -5 MAY 2006
3. At Transfer or Destination Station:
- Review all messages regarding Special Needs Passengers to make the necessary
arrangement to receive them upon arrival.
- Coordinate with the competent medical department to ensure the availability of the
medical ambulance and the airport authorities to obtain the required entry permit
for the ambulance to transport the passenger to the hospital.
- Coordinate with traffic controller to deplane Special Needs Passengers after
deplaning all other passengers.
- Coordinate with the load supervisor to offload wheelchairs and deliver to the
baggage claim area before other passengers baggage.
- Meet Special Needs Passengers and ensure supply of the required wheelchairs to
carry them from the aircraft to the arrival lounge until receiving their own
wheelchairs.
- Provide any further services that may be needed by the Special Needs
Passengers.
Air Travel For Pregnant ladies Form (795-001)(01-97)
***
7 -2 -1 JAN 2005
MEDICAL CLEARANCE
A - General:-
Carriage of sick and incapacitated passengers on saudia flights or participating

carriers who requires special medical care .Those passengers shall obtain medical
clearance by providing medical information on their physical and mental condition
which can be obtain by the attending doctor or medical service of carriers .
B - Medical Clearance not required for the passengers:-
No medical clearance or special forms are required for those sick, elderly and
incapacitated passengers who only require special assistance in the airport or in the
embarking / disembarking . Necessary medical equipments may be requested to
assist them during reservations including comments in their (PNR) informing stations
with their requests to these services.
C - Medical Clearance required for the passengers:-

1. Incapacitated passengers need a medical clearance when information reaches
Reservations Office or Saudia appointed agent in direct contact with the passengers
or a person(s) delegated by the sick passenger that any passenger:-
- Suffers from any disease which believed to be by Saudia or person to be

actively contagious and communicable, or
- Can be considered objectionable to other passengers because of physical

or behavioral condition, or
- Can be considered to be a potential hazard to the safety of the flight to the

punctuality thereof ( including the possibility of the diversion of the flight
and unscheduled landing, or
- Is incapable of caring for himself without special assistance which is not

normally extended to the passengers during the flight ; or
- Might have his medical condition aggravated during or because of the flight.
- Passenger needs special medical care and/or special equipment for his
health during flight.
7 -2 -2 JAN 2005
2. Such passengers must obtain medical clearance approved by the attending
physician who is aware of passenger's medical condition. to obtain this clearance,
the passenger should contact saudia sales office to complete (MEDIF) form No.
(935-6493) and shall be returned to the sales office in direct contact with the
passenger which will enter a note in the (PNR) and transmit the data to each
carrying member participating in the carriage for clearance with its medical
departments. Passenger shall also be provided with a copy of the form to be
submitted to customer services agents at the station.
3. Saudia has the right to refuse passengers travel who require medical clearance for
air travel and they are not complying with this process.
D - Frequent Travelers Medical Cards (FREMEC) :-
- In order to facilitate air travel by regular passengers who are permanently or

chronically incapacitated, Saudia provides them with special medical cards form no.
(935-6494) this card can be used as medical clearance within its validity, subject to
any limitations stated thereon and for identification of the holder’s incapacitation.
- When passenger needs special assistance, information sheet part (1) shall be used
to specify this type of assistance required in details. It should be attached with the
FREMEC . As this form is used in many countries, it shall include , English text .
Illustration of Frequent Travelers Medical Cards (FREMEC) No. (935-6494)
‫‪7 -2 -3‬‬ ‫‪JAN 2005‬‬
‫‪Illustration of Information Sheet for Passenger Requiring Special Assistance‬‬

‫)‪(Part I) Form No. (935-6493‬‬
‫‪7 -2 -4‬‬ ‫‪JAN 2005‬‬
‫‪Illustration of Medical Information Form‬‬
‫)‪(MEDIF) (Part 2) No. (935-6493‬‬
‫***‬
7 -3 -1 JAN 2005
INCAPACITATED PASSENGERS
A – Definition:-
Passenger shall be considered incapacitated when his physical, medical or mental
condition requires individual attention during ground handling or during an emergency
evacuation which is normally not extended to other passengers. This requirement will
become apparent from special requests made by the incapacity and/or family or by a
medical authority, or by airline personnel or industry-associated persons.
B - Categories:-
Irrespective of their medical condition, incapacitated passengers are categorized into
various groups. These are identified in message by (AIRIMP) Codes such as:-
Reservations, interline procedures - passenger.
MEDA: Medical Condition including Stretcher. Medical clearance is required.
WCHR: Wheelchair-(R) for Ramp. Passenger can ascend/descend steps & is able to
make own way to/ from cabin seat but requires wheelchair for distance to/from aircraft,
i.e. across ramp, finger dock or to mobile lounge as applicable.
WCHS: Wheel chair (s) for steps. Passenger needs to be carried up/down steps and
can walk in cabin to his seat.
WCHC: Wheelchair-(C) for Cabin. Passenger completely immobile; requires wheelchair

to/from aircraft mobile lounge and must be carried up/down steps and to/from cabin
seat.
BLND: Blind Passenger - Specify if accompanied by seeing-eye dog.
DEAF: Deaf Passenger - specify if accompanied by a hearing dog.
LEGL: For passenger whose left leg is in full cast.
LEGR: For passenger whose right leg is in full cast.
LEGB: For passenger whose both legs are in full cast.
WCBD: means a wheelchair operated by dry battery.

WCBW: means a wheel chair operated by wet non-spillable battery.
7 -3 -2 JAN 2005
C - Limitations of No. of Incapacitated Passengers:-
For safety, technical or operational requirements, Saudia limits the number and type of
incapacitated passengers who may be carried on any of its flights, as following:-
.
1. STRETCHERS & WHEEL CHAIR:
- The number permitted of stretchers and/or wheel chairs category(WCHC) in

addition to wheel chairs category(WCHR) and/or (WCHS) per each Saudia
existing or new aircraft as following:-
NO. OF WHEEL WHEEL CHAIRS (WHCS)

A/C TYPE NO. OF STRETCHER
CHAIRS (WCHC) AND/OR (WCHR)
02 - 03
01 01 03
- 02 03
B-747
- 01 04
01 - 04
- - 05
NO. OF WHEEL WHEEL CHAIRS (WHCS)

A/C TYPE NO. OF STRETCHER
CHAIRS (WCHC) AND/OR (WCHR)
B-737 01 - 03
MD 90
AIR BUS - 01 03
L1011
B-777 - - 04
Note:-
To know the numbering of stretcher seats location on Saudia aircraft, please refer to
(GSPM) chapter (7) Section (6).
2. BLIND AND DEAF:-
a - BLIND OR DEAF (SINGLE INCAPACITATION)

- Are not considered incapacitated.
- No limitation in case they are traveling alone.
7 -3 -3 JAN 2005
- In case they are traveling in groups, no limitation to their numbers but it is
necessary to have a medically fit attendant. (A group means more than one
person in the PNR).
b - BLIND AND DEAF (DOUBLE INCAPACITATION).

- They are considered incapacitated.
- There are limitations to their number according to each aircraft type.
- The following numbers are not affected by the number of the
incapacitated passengers carried on stretcher or wheel chairs categories
(WCHC), (WCHS), (WCHR) as shown in the following table:-
AIR TRI
TYPE OF B-737 MD-90 BUS STAR B-777 B-747- B-747 B-747
AIRCRAFT (300) L1011 168 368 468
NO. OF 02 02 04 04 04 05 05 05
PAX.
Note: Blind passenger without escort or passengers carried on stretcher or wheelchairs

categories (WCHC), (WCHS) are not allowed to be in the Upper deck of B-747-368.
D - Equipment to Serve Incapacitated Passengers:-

1. Wheelchairs:
Saudia endeavors to make wheelchair at all stations for incapacitated
passengers. Passengers use who intend to use their own wheelchairs shall be
given this option. To assist incapacitated passengers who cannot move inside the
aircraft cabin or ascend/descend, Saudia has made available narrow chairs to
carry passengers to/from their seats.
2. Stretchers:
Saudia will provide stretchers and associated equipment’s e.g. blankets, pillows
and available for passengers who cannot use the standard airline seat in a sitting
or reclining position.
3. Lift-o-Mobile:
Stations which have Lift-o-mobile should use them. Stations using Mobile
Lounges for embarkation and disembarkation to/from the aircraft. The stations
which have mobile lounge should locate the stretcher immediately behind the
driver after boarding of other passengers to the Mobile Lounge. By doing so,
7 -3 - 4 MAY 2006
stretcher passenger can ascend the aircraft before other passengers and
descend after them.
4. Ambulance:
a- Arrangements regarding ambulance services request should be under the
passenger's responsibility who bears all the expenses and charges of the
ambulance and it is working staff. Passenger attendant shall clear all the
expenses in advance according to prior arrangements.
b- It must be ensured that ambulance arrangements, hospital name in addition to
the MEDIF form ( 935-6493 ) and the documents required for the ambulance
request had all been entered in the PNR before finalizing passenger travel
formalities .
c- Add a comment in the passenger check-in record be sent in the special
service message (PSM) indicating about the passenger medical condition and
the required services to all the onward stations in the passenger route.
d- Co-ordinate with the airport authorities for the entry of the ambulance which will
carry the patient from / to the aircraft.
e- Refrain from using untrained station employees to place or remove a stretcher
case passenger. The lack of training and expertise of the station staff on the
subject to embark / disembark stretcher passenger from the aircraft may cause
problems to the passenger and impose liabilities on Saudia.
5. Medical Oxygen:
a-Policy :
1. Saudia provides medical oxygen on-board its flights only without charging
extra payment from passengers and passengers have to arrange for
oxygen before & after the flight.
2. Saudia policy and regulation prohibit special needs passengers from
carriage or use of personal oxygen apparatus on-board its flight. Only
serviceable oxygen kits / bottles furnished by Saudia shall be provided to
passengers requiring medical oxygen.
b- Regulations:
1. Saudia must be notified by the request 72 hours prior to departure to
arrange for the quantity of supply required.
2. Appropriate MEDIF form (part 2 ) must be completed and signed by the
passenger’s physician or authorized doctor . The validity of the form shall
not exceed ( 07 ) days from the date of its issuance .
3. Passenger must be escorted by able-bodied attendant to care for the
passenger on-board . The required escort must be fully aware of operating
the oxygen apparatus.
7 -3 - 5 JAN 2005
c- Procedures:
1. Responsibilities of departure station :-
a- Ensure that passenger is holding (MEDIF) form and that the quantity of
medical oxygen per minute is clearly shown on the form and the passenger
is fit for travel.
b- Ensure that the passenger is accompanied by able-bodied attendant
capable to assist him during the flight and is fully aware of operating the
oxygen cylinder.
c- Special needs passengers and their escorts should be boarded prior to
other passengers.
d- A note should be entered in the load sheet explaining the number of medical
oxygen cylinders and this does not need issuance of pilot-in-command
(P.I.C.) notification form (NOTOC).
e- Pilot-in-command (P.I.C.) and IFS supervisor should be informed about the
passenger and his attendant.
f- Send a (PSM) telex to the connecting and destination stations showing
information and other requirements needed by him .
2. Responsibilities of IFS staff:-

a- IFS staff must assist in operating medical oxygen cylinders of patient
passengers in case the attendant is not fully aware of operating medical
oxygen.
b- Ensure that passengers are not taking Saudia medical oxygen cylinders with
them and in case passenger refuse co-operation, IFS staff should notify
customer service employee at the station.
3. Responsibilities of arrival station:-

a- Customer Service Agent upon arrival should take oxygen cylinders from the
patient’s relative, meet the passenger and escort him to arrival lounge.
b- If there is ambulance to receive the passenger upon arrival, ambulance staff
should board the aircraft to disembark the passenger and provide him with
medical oxygen.
Note:
In all cases customer services agent must ensure that Saudia medical oxygen not to
be taken by the passenger from the A/C.
d- Oxygen Bottles Provided By Saudia:
1. Oxygen bottles (240) liter R (1740-177): Used for the In-kingdom flights in a
special stowage box under the passenger seat.
7 -3 - 6 JAN 2005
2. 1100 liter Medical Oxygen P/N (1-82261) used for incapacitated for stretcher case
on regional and international flights installed between those rows of seats assigned
for stretcher.
3. Oxygen Cylinders (3000) liter P/N (2-82261) used for incapacitated passenger for
stretcher case on international long haul flights installed under the assigned seats.
e- Emergency Cases
In emergency cases and urgent situations , some In-kingdom stations may be

supplied within six hours pre departure time by sending a telex to Mgr Material
Management Support Svcs. ( JEDJHSV ) , ( JEDP3SV ) and to GM System Stores
( JEDJSSV ) and ( JEDEGSV ) in addition to contacts on the following telephone
numbers ( 6842077 – 6842909 ) . Also in these cases a Telex must be flashed to line
maintenance (JEDMFSV) to place cylinders on-board the aircraft and maintenance
control (JEDMCSV) for follow up.
***
7 -4 -1 JAN 2005
CARRIAGE OF AIDS INFECTED PASSENGERS
A - General:-
The committee which consists of Ministry of Health and Saudi Arabian Airlines
representative has agreed on 23 Shaban 1412H / 26 Feb. 92 on the conditions and
procedures regarding carriage of AIDS infected passengers on Saudia flights.
B - Condition of Carriage:-
The following pre-arrangements should be made before carriage takes place:
1. The passenger must obtain a Medical Certificate holding the approval from
the Health authorities for the travel.
2. Competent authorities should previously be furnished with the case at least

24 hours prior to the flight departure.
3. The patient must have a person to rely on his services during the journey
and capable to provide all the necessary services including operation of
oxygen apparatus during the flight if his condition requires such a practice.
Passenger should avail this attendant.
4. Reservation Offices should make prior notification to In-flight Services,

Catering Services, Medical Services, Airport Authorities and Customer
Services about such cases.
5. Reservation Office or FIC should make advice to Line Maintenance in order

to install a curtain in the area which will accommodate the passenger in
case of stretcher only.
C - Acceptance Procedure:-
1. A moving wheel chair must be arranged in accordance with the patient’s physical
situation upon request. This case could be handled by Customer Services Agents
taking into account that this is not infectious as per the latest medical reports.
2. Passenger carrying this disease can be checked-in as usual and he could be

assigned a seat near the toilet. Flight attendants, Catering Services and Line
Maintenance section should be notified by the case. This case should have adirect
reference in the general declaration and should be stamped by the Airport Health
Authorities.
7 -4 -2 JAN 2005
D - Procedure during the flight:-
The following procedures should be taken during the flight:
1. Captain has to be advised by the case.
2. Supply of disposable cutlery/dishes/service trays and meals to be disposed

off after patients use.
3. Passenger attendant should meet all his personal needs request and it is
preferable if he is a medical attendant.
4. A trash sac is to be assigned for the passenger to discard all used things of
the AIDS infected passenger.
5. Ground Personnel should be directed to get rid of all these things.
6. Seats / pillows / bed sheets / blankets / reading materials / and all other items
used by the AIDS infected passenger should not be used by others but to be
kept separately until be sterilized or disposed off.
7. All crew members must not release any news about the patient’s disease to
avoid creating inconvenience to other passengers.
E - Discarding Wastes After A/C Arrival:-

After A/C arrival, all wastes must be disposed off in accordance with the local
Applicable procedures.
F - Disposal of Catering Equipment’s / Cutlery:-

All catering equipment’s cutlery should be discarded according to the applicable local
procedures.
***
7 -5 -1 JAN 2005
SUDDEN ILLNESS OR DEATH ON-BOARD
A - General:-
The following procedures are to be used as guidelines when an on-board passenger is

taken seriously ill or dead. Note that circumstance, facilities and laws may vary from
country to country. In case, government representative is existing at the station, station
manager shall co-ordinate with him in this regard to contact related government
departments if required.
B - Purpose:-
1. This procedure has to be used in domestic and international stations when injury or
medical emergency case or death occurs during passengers travel procedure or
during flight and the condition calls for introduction of emergency treatment on
passenger’s or his escort’s account to pay all the expenses resulting from his
condition.
2. If the injury or the medical emergency case has occurred during the flight, the
procedures outlined in In-flight Services (IFS) manual should be applied and if the
situation requires the continuation of medical treatment on ground or off-loading the
human remains the following procedures should be taken.
C – Procedure:-
1-Notification:
Station will be notified by the flight deck crew through use of company channels or other
means. Notification information will include:-
a- Full name of sick or deceased passenger
b- Nationality
c- Sex
d- Date of Birth
e- Home Address
f- Station of Embarkation
g- Destination
h- Accompanied by friends or relatives (If any)
i- Nature of illness or causes of death (if known)
j- Medical facilities needed (if known)
7 -5 -2 JAN 2005
2 - Station Responsibilities:
FLIGHTS
No. RESPONSIBILITIES At Diverted Arriving In-
check- Flight Flight Transit
in Flight
Contact Local Medical Authorities &
1 P P P P
Arrange for medical facilities.
Contact local airport authorities &
2 P P P P
Handling agents (if required)
If the situation requires passenger referral to
the hospital, he could be assisted to find
means of transportation / ambulance to
3 P P P P
carry him to the hospital providing that any
expenses resulting should be on passenger
account.
4 Contact passenger relatives if needed. P P P P
5 Arrange for staff to meet flight P P P
If sick passenger or human remains or any
accompanying person decided to be off-
6 loaded, check Following: P P P
- Offload their baggage
- Amend PNL & Load sheet
Determine whether remaining passengers
7 are to stay on board or be disembarked into P P
transit lounge for duration of ground time.
Carry out all other passenger handling
8 P P
Procedures.
MEDIF form to be filled & signed by
9 attending physician if passenger travel P P P
continuation was decided.
Telex all concerned departments /
10 Stations / with copy to : JEDKSSV; P P P
JEDKASV; JEDIMSV; JEDSNSV
Copy of incident report to :-
GM. Medical Services. CC 507, Jeddah
11 GM. System Customer Relations CC.796 P P P P
Jeddah
Sr. Mgr.Sys.Pax. Svcs.Dev.CC.791 Jeddah.
Show sympathy and condolences to the
deceased family on behalf of Saudia and
12 P P
make suggestion for whom to contact for
further information.
***
7 -6 -1 JAN 2005
PASSENGER WHO HAVE LEG IN CAST
A - General:-
These procedures have been established to assist Reservations, Sales and airports
front-line staff to handle the passenger who has one leg or two legs in cast and his
travel requires that his leg or both legs to be stretched out taking into consideration the
following: -
- Passenger’s condition and keenness for his comfort and safety.
- Type of aircraft and the seat design.
B - Purpose:-
To streamline acceptance process for this category of passengers who need special
care.
C – Explanation of Codes:-
- (LEGL) for passenger whose left leg is in full cast.
- (LEGR) for passenger whose right leg is in full cast.
- (LEGB) for passenger whose both legs are in full cast.
Notice:
Full cast means from above the knee until the bottom of the foot.
D - Procedures:-
1- Reservation& Sales Offices:

a- Carry out reservations procedure for passengers with special needs in the normal
way by entering the appropriate code in the (PNR) as per the codes shown above
by adding them to special service request (SSR).
E.g. / 4 FSSRWCHCSVNNA LEGB
b- Passenger who has one leg in full cast should be booked a seat in first class only
(fare should be paid according to the applicable first class fares ) on all types of
aircrafts without attendant or medical clearance unless his medical condition
requires that .
c- Passenger who has two legs in full cast should be booked a seat in first row of
the first class on all types of aircrafts except (MD90-A300) and he should have an
attendant and no need for medical clearance unless his medical condition
requires that.
7 -6 -2 JAN 2005
d- Passenger who has two legs in full cast should be booked on medical stretcher in
guest class on ( MD90-A300 ) only and he does not need a medical clearance
unless his medical condition requires that ( Passenger of this category should be
treated in accordance with the existing procedures of stretchers ) .
2- Stations:
a- Revision of flight passengers name list and assigning the required seat to the
passenger if it is not previously assigned by reservation.
b- Passenger who has one leg in full cast shall be accepted in first class on all types
of aircrafts without attendant or medical clearance unless his medical condition
requires that.
c- Passenger who has two legs in full cast shall be accepted in the first row of the
first class in all types of aircrafts except (MD-90/AB-300) attendant must be
present to help him and without medical clearance unless his medical condition
requires that.
d- Passenger who has two legs in full cast shall be accepted in a stretcher in Guest
class for (MD-90 / AB-300) aircrafts only and in accordance with the existing
policy and without medical clearance unless his condition requires that.
e- Passenger who has one leg or two legs in full cast shall be boarded prior to other
passengers such as passengers with special needs.
***
‫‪JAN 2005‬‬
‫‪CHAPTER EIGHT‬‬
‫‪IRREGULARITIES‬‬
JUN 2007
CONTENTS
CHAPTER EIGHT: IRREGULARITIES
08-01-01 INVOLUNTARY REROUTING FOR CARRIER, ROUTING,

CLASS & FARE
§ GENERAL ………………….……………….…..……….…….. 08-01-01
§ PROCEDURES ……………………………………………..… 08-01-01
§ FREE BAGGAGE ALLOWANCE
IN CASE OF UPGRADE ………………………………...….… 08-01-06
§ EXPENSES ………………………………………………….… 08-01-06
§ DOWNGRADED PASSENGERS COMPENSATION ……… 08-01-06
08-02-01 DELAYED, CANCELED & MERGED FLIGHTS
§ GENERAL ……………………………….…………….……….. 08-02-01
§ PASSENGER CARE ………………………………………..… 08-02-01
§ PROCEDURES ……………………………….….………….… 08-02-01
§ HANDLING OF DELAYED / CANCELLED &
MERGED FLIGHT CHECK-LIST.……….……….…….…….. 08-02-04
§ EXPENSES ………………………………………….…………. 08-02-07
§ LIMITATION OF OBSERVING EXPENSES.....……….…..… 08-02-07
§ EXCEPTIONS ……………………..……………..………….… 08-02-08
08-03-01 DENIED BOARDING
§ GENERAL …………………………………………….….…….. 08-03-01
§ DEALING WITH PASSENGERS…………………………….... 08-03-01
§ PROCEDURES ……………………………………………..… 08-03-01
§ EXPENSES …………………...………………….………….…. 08-03-03
08-04-01 DENIED BOARDING COMPENSATION
§ POLICY …………………………………...…………………….. 08-04-01
§ PROCEDURES & EXPENSES ….…………………….…..… 08-04-01
§ EXCEPTIONS …………………….…………….………..….… 08-04-01
§ COMPENSATION …...…………..…...………………….….… 08-04-02
§ ISSUANCE OF MCO …………………….…………….…..….. 08-04-04
§ DBC STAMP REQUEST ……………………………….…..… 08-04-05
§ STATISTICAL REPORTS .…………………….………...….… 08-04 -05
JUN 2007
CHAPTER EIGHT: IRREGULARITIES

08-05-01 POLICY AND PROCEDURES FOR EU DENIED
BOARDING COMPENSATION
§ INTRODUCTION…………………………...…………………….. 08-05-01
§ POLICY……………………………………...…………………….. 08-05-01
§ CONDITIONS……………………….…………………….…..….. 08-05-01
§ EXEMPTIONS……………………….…………….………..….… 08-05-01
§ DENIED BOARDING......…………..…...………………….….… 08-05-02
§ FLIGHT CANCELLATION ……………….…………….…..….. 08-05-04
§ FLIGHT DELAY…………………………………………….…..… 08-05-05
8 -1 -1 JAN 2005
INVOLUNTARY CHANGE OFCARRIER,

ROUTING, CLASS OR FARE
A - General:-
In accordance with IATA resolution 735 (d), the following circumstances shall justify an
involuntary change of carrier routing, class of service:-
- Flight Cancellation.
- Failure to operate a flight according to schedule.
- Failure to stop to which the passenger is destined or is ticketed to stopover (whether

over or under carriage).
- Failure to provide previously confirmed space due to overbooking (DB).
- Causing a passenger to miss a connecting flight on which he holds a reservation.
B - Procedures:-
1. When an involuntary re-routing is necessary because of any of the above

circumstances “Saudia” with due consideration to the passenger reasonable
interests, shall:-
a- Arrange for involuntary refund in accordance with IATA resolution 737.
b- Provide onward carriage on saudia flight with the least possible delay or
inconvenience to the passenger to the destination or point of stopover named
on the ticket.
2. When alternate transportation is provided for involuntary re-rerouted passenger on

“Saudia, the following order will be used:-
a- Provide seat in same class of service booked for refund and the term
"INVOLDOWN" should be written in the '" Endorsement / Restriction" box of
flight coupon.
b- Provide seat in a lower class of service. If the passenger is downgraded to a
lower class of service, he will be entitled for refund by class differential and the
expression “INVOLDOWN” should be written in the “Endorsement/Restriction”
box of the ticket flight coupon and both flight coupon and passenger coupon
should also be stamped by “DOWNGRADE” stamp for the flight in which the
passenger was downgrade.
8 -1 -2 JAN 2005
c- Provide seat in a higher class of service. If a passenger is upgraded to a
higher class of service, he will not be requested to pay any additional charges
and the expression (INVOLUP) should be written in the “Endorsement /
Restriction” box of the ticket flight coupon and to be also stamped and this
means that it was due to involuntary upgrade.
d- Upgrading shall be permitted only when at the time of making a new

reservations, space is not available on the class originally paid for, and that
when upgraded, the passenger need not be downgraded during his carriage
on the applicable flight.
3. When alternate transportation is provided for involuntary re-rerouted passenger on

another carrier the following order will be used:-
a- Re-issue the ticket.
b- Provide seat in same booked class of service.
c- Provide seat in a lower class of service. The term "INVOLDOWN" should be
written in the '" Endorsement / Restriction" box of flight coupon alongwith the
applicable service code (class).
d- Provide seat in a higher class of service. If a passenger is upgraded to a
higher class of service, he will not be requested to pay any additional charges
in passenger coupon and in (endorsement / restrictions) box the following term
should be written “INVOLUP” and to be also stamped which means that has
been made due to involuntary upgrade.
e- When a passenger is carried by a member at a higher cost it shall be at no
additional charge to the forwarding member.
f- Flight interruption manifest shall be used in case of involuntary re-routing on
condition that flight coupons are not available and the situation requires
transfer of passengers to other airlines ( OAL ).
- There are three types of FIM and the FIM in a form of ticket ( to be used by
saudia ).
- FIM form shall be dealt with as tickets in connection with handover,
receipts and voidance.
- It is advisable to transfer passengers to airlines which concluded bilateral
agreements with saudia.
Example:-
• Scheduled flight JED/ROM-PAR .
• Due to technical failure the flight will not depart from Rome to Paris.
• Flight coupons JED/PAR has been uplifted at JED .
• FIM shall be made for passengers for ROM/PAR to be transferred to an
alternative carrier.
8 -1 -3 JAN 2005
g- When saudia is the issuer of the FIM :-
- Passenger coupon or ATB receipt shall be stamped and shall contain the
following ( the place of re-routing / the place to which re-routed / the new
carrier code ) in accordance with stamp form in page no.( 08-01-05 ).
- FIM form shall be completed from the information shown on the passenger
coupon by sales personnel belonging to the station manager , other station
where ATO is not existing ,FIM shall be completed by the station manager
or his delegate .
- FIM form shall be completed in three copies and distributed according to the
following :-
• White copy to be handed over to the new carrier.
• Yellow copy is to be sent to Finance department ( Interline Haj
pool & Charter Accounting ( CC.635/130 ) within ( 10 days )
from the FIM issuing date .
• Third copy for issuing office file .
- When issuing FIM form and for any reason it was voided, the station must
send all copies related to FIM to Interline Haj pool & Charter Accounting
( CC.635/130 ) within ( 10 days ) from the FIM issuing date .
h- When foreign airline is issuer of the FIM for transferring passengers to saudia ,
the following steps should be made :-
- Passenger shall only be accepted if the FIM form original not a copy of the
original and shall reflect coupon No. / Passenger name / Itinerary /Flight
No./ Flight date / Class of service.
- The second copy of FIM shall be accepted if saudia is the carrier of the
second sector of the same original FIM .
- FIM must be signed and stamped by the passenger transferring carrier.
- After accepting the FIM transferred by the foreign carrier , it should be
stamped by ' USED' stamp to indicate boarding .
- All original FIM form should be forwarded within the flight envelope to
Passenger Revenue Accounting department ( CC. 632/130 ) , taking into
consideration the total number of FIM form should be written on the flight
envelope .
Notice:-
In case original FIM is not received or information is incomplete, finance
department will record a financial discrepancy on the station forwarding
these forms.
8 -1 -4 JAN 2005
i- The number shown on the FIM form page ( 08-01-05 ) indicate how to fill in the
form according to the following table :-
BOX
THE REQUIRED ENTRY
NO.
Enter the information pertaining to the original carrier.
1
A. Airlines designator B. Flight No. C. Departure date D. Place of re-ruting
Enter the information relevant to the receiving carrier ( 1 ) to whom passenger
is re-routed .
2
A. Airlines designator B. Flight No. C. Departure date D. Alternative
Itinerary (from / to the selected flight for connection or new itinerary )
Enter the information relevant to the receiving carrier ( 2 ) to whom passenger
is re-routed .
3 A. Airlines designator B. Flight No. C. Departure date D. Second routing
for passenger if any ( if no second rerouting is available , write VOID in the box
.
4 Enter the mark ( P ) in the appropriate box.
Enter the original airline designator, and in case of interline agreement, write
5
the airline designator operating the flight.
6 Enter the total number of passenger record in the form under box no. ( 7 ) .
Enter the passenger name showing full family name followed by the first name
as shown on the original ticket. Cross out the next and subsequent name
7
boxes when multiple ticket no. related to a single passenger are bracketed
together.
8 Enter the coupon number affected by the flight route.
Enter the ticket number affected by the flight reroute in addition to the (check
9
digit).
Enter the code ( E ) if the ticket shown on the ( FIM ) form is electronically
10
issued .
Enter the complete fare basis in addition to the passenger description code
11
( child-infant ) for each coupon listed in the ( FIM ) form .
Enter the class of service code into the new receiving carrier flight on which
12
space has been booked or requested .
Enter the details of excess baggage in accordance with the steps ( 7, 8, 9, 10 )
13 shown above in addition to the excess baggage weight or pieces in case
excess baggage has been entered into the ( FIM ) form .
Validate the ( FIM ) form and write the name or identification of the employee
14
who issued the FIM form .
8 -1 -5 JAN 2005
j- Request form of the required quantities of the FIM shall be made by
completing the Finance form FIN. (633-049) addressed to manager sales
reports control and journalisation (CC. 636/130).
INVOLUNTARY RE-ROUTING STAMP:-
FLIGHT INTERRUPTION STAMP
From: .
To : .
Via carrier: .
FLIGHT INTERRUPTION MANIFEST FORM:-
8 -1 -6 JUN 2007
C - Free baggage allowance in case of upgrading:-

1. The passenger shall be entitled to the free baggage allowance applicable to
the fare originally paid.
2. When transferring a passenger to other carrier, “Saudia” shall make every

effort to return the checked baggage to the passenger or transfer the checked
baggage to the new receiving carrier as requested.
D – Expenses:-
" Saudia " shall absorb the expenses for passengers who are involuntarily re-routed
during delay time and at the place where re-routing took place, provided that
expenses shall only be limited to the necessary expenses such as ( hotel
accommodation , suitable meals , drinks regardless of class of service, land
transportation and transit taxes ).
E–: Downgraded passengers Compensation: -

- When domestic and international passengers are subject to involuntary downgrade
from higher to lower grade due to aircraft change or over sale at station, class
differential should be paid back to the passenger in accordance with IATA
resolution (735d) and saudia policy .In addition to that passenger should be
compensated a non-refundable MCO good for travel, excess baggage charges in
addition to cargo.
- This policy does not apply to passengers traveling with non-refundable or rebated
tickets .International passengers traveling from Saudia stations in EU countries will
be compensated in accordance with the EU applicable policy and procedures.
1. Compensation value:
a- Domestic flights.
Compensation value is 25% of the downgraded sector on condition that it should
not be less than ( 200 SAR ).
b- International flights.
Compensation value ( MCO)

categories Flight duration
From F To Y From F To J From J To Y
A Less than 1500 km. 1000 SAR. 750 SAR. 500 SAR.
B Less than 3500 km. 1500 SAR. 1000 SAR. 750 SAR.
C More than 3500 km. 2000 SAR. 1500 SAR. 1000 SAR.
8 -1 -7 JUN 2007
Notice:-
Holders of child tickets will be compensated 50% of the values shown on the
above table.
2. - Procedures:-
- Finalize passenger travel processing as normally done and issue boarding pass
on the available class of service.
- Downgraded passengers must be paid the compensation value immediately.
- Stamp flight and passenger coupons by the downgrade stamp as normally done
in paper ticket.
- Fill in the DB compensation and class differential portion in the form No. (935-
7017) against which an MCO should be issued bearing the compensation value
as per Saudia applicable policy.
***
8 -2 -1 JAN 2005
DELAYED, CANCELED AND MERGED FLIGHTS
A - General:-
In line with Saudia trend to care for passengers flying on Saudia and specially when
they are exposed to inconvenient situation due to operational and marketing
circumstances which is out of saudia reach and to assist front-line staff in making
quick decisions by providing the best unique services to minimize the passengers
tension in which saudia customers were subject to, a specific procedures had been
formulated to deal with such situations.
B – Care of passengers:-
1. Whenever passengers are subjected to any of the inconveniences mentioned, the

need to deal with these situations requires the highest caliber of service possible.
Passengers must be shown every courtesy and attention so as to express
Saudia’s concern for their welfare. Everything within reason should be done to
alleviate their inconvenience.
2. Providing accurate and complete information to all inconvenienced passengers will

help retain the goodwill and patronage of our customers. Whenever passengers
are delayed, tell them the reason for delay and estimated length; of the delay, also
tell them if there is any subsequent change to the estimated time of departure of
the flight.
3. At least one customer services agent should be allocated solely to keep

inconvenienced passengers informed and to answer any questions the passenger
may ask.
4. Information regarding delay, estimated duration, reasons and any subsequent

developments, should be announced to the passengers and inform them with the
new departure time and any changes occurring on due time. Never keep
passengers waiting without complete information when time of announcement is
due.
5. Certain passengers may not understand the language in which the

announcements are made. Such passengers should be personally informed of the
delay and any subsequent developments.
8 -2 -2 JAN 2005
6. Some passengers may request more details about the reasons for delay.
Therefore, to every extent possible, full and accurate information should be
obtained so that such questions can be answered.
7. Some passengers may not understand technical terms, others may have airline or
technical experience. Therefore, the reasons given to passengers of technical
delay should be in plain language.
C - Procedures:-
When flight delay occurs, station manager or his delegate must ensure the
implementation of the following procedures:
1. Advise all station staff with the delay, identify the required procedure from each
staff and direct them to refer to the delay check-list as explained in page(08-02- 10)
2. Delay desk to be set-up where applicable.
3. Inform delay to: Airport Authorities / Reservations / Route Stations / Flight

Operations / Flight Crew / Catering / Technical (Ensure that new timings are
displayed).
4. Announcements periodically at all passenger contact points in Arabic/English/Local

Language.
5. Arrange & serve refreshments / snacks / meals depending on length of delay and
availability of time.
6. Ensure that delay cards were given to passengers and collected after completion to
be sent in one message containing all relevant information according to passengers
destination.
7. Check for alternative flight or re-routing if delay is prolonged.
8. If flight is delayed and passengers had connecting flights, passengers should have
their reservations re-arranged on alternative saudia or other airlines flights.
9. If passengers had domestic connecting flights and alternative flights is not

available, passengers shall be offered land transportation to join their connecting
flights to final destination. In this situation , station shall bear all alternative
transportation and flight coupon shall not be uplifted for domestic sector which will
be traveled by the passenger via land transportation .
8 -2 -3 JAN 2005
10.Ensure introduction of special services requirements to: transit, sick, UMS and
other.
11.Check baggage offload / retagged (if needed)
12.Coordinate updated information with airport authorities; reservation; route stations;

Flight Operation; Flight crew; Catering, Technical & all staff concerned.
13.Ensure that onward stations are aware of the delay and information should be
relayed by telex or telephone and addressed to (KL/KP).
14.Inform carriers participating in the connecting flights carriage with any passenger
missed his flight and arrange another reservation for him on the first available flight.
15.When accommodation of passengers in hotels is decided ,the following procedures
should be taken into consideration:
- Contact hotels and book rooms. It is advisable to accommodate all passengers

in one hotel. If not possible, passengers may be accommodated in more than
one hotel.
- Cleanliness and good services of the hotel should be considered as Pre-

requisites of hotel selection.
- Arrange vehicles to transport passengers to the hotel and must be escorted by

an employee in case of group transportation, if it is not possible, at least Saudia
staff should receive them at the hotel reception desk.
- Coordinate with airport authorities to recover passenger baggage especially for

passengers accompanied by children in accordance with the local regulation of
the country.
- If baggage recovery is not attainable, (100 SAR) or equivalent in local currency

should be paid to each passenger to buy some necessary items such as
children’s milk/pampers/ shaving equipment’s / tooth paste & brush / laundry in
equality with passengers who lost their baggage. If payment is not available
saudia will provide these necessary items for passengers.
- Funds should be budgeted annually in the proposed operating expense budget

account No. (630) (715) for each location. Expenses related to these accounts
should be approved through Division Marketing Controller for Jeddah Station.
For stations out of Jeddah, approval should be obtained through concerned
District Finance Offices.
8 -2 -4 JAN 2005
- If a passenger is exposed to a sudden illness that requires to be examined by
hotel physician or any other physician, saudia shall bear the medical charges of
screening and medicine.
- If the passenger's condition requires to be carried to a hospital, saudia

manager or station manager shall extend their assistance provided that saudia
shall not absorb transportation and hospital charges. Saudia may absorb
transportation charges to/from the hospital in emergency cases only and
according to Station Manager evaluation.
- Saudia manager or station manager shall notify the patient's relatives and visit
him in the hospital.
- When the departure time is approaching, Saudia staff available in the hotel
shall arrange the transportation means to the airport and contact passengers
and ensure that all passengers have left the hotel.
- Upon arrival to the airport, passengers should be received by Station

Personnel, direct them to the departure lounge to streamline their travel.
16.In case hotels are not available either because they are fully booked or not
existing, coordinate with Flight Operations to arrange another aircraft to carry the
passengers and this of course is subject to operational requirements. If the above
solution is not possible, the passenger’s tickets should be endorsed to other
Airlines.
17.If above solution ( 16 ) is not possible, “Saudia Manager” or “Station Manager” or

“Sales Representative” may coordinate with Flight Operations to lease an aircraft
from Other Airlines to carry passengers to their destination where the ultimate
objective of Saudia is to serve passengers and relief their sufferings. In both cases
passengers will be carried to the first In-Kingdom International Airport if delay
occurs at one of Saudia International stations on condition that Saudia should
handle the passengers carriage inside the Kingdom.
8 -2 -5 JAN 2005
D - Delayed, Canceled and Merged Flights Checklist:-
1. Flight delay ( same aircraft type )
RESPONSIBLE
DELAY
REQUIRED ACTION DEPARTMENTS
TIME
OCC YMS RSVN STN DCS
Co-ordinate with the concerned department.
P
Apply advise time procedure (ADVCT) or
P
Less give new ( ETD ).
than Assign location to serve the flight and make
P
4hours announcement to passengers.
Handle inconvenient passengers as per
delay time and introduce the suitable P
services.
Co-ordinate with the concerned
P
departments
P P
give new ( ETD ).
Print connecting passenger list and ensure
P
alternatives if connecting flights are affected
Transfer the flight by (KM) system to
reservation unless there are technical P
reasons.
Assign employees to inform all passengers
More by the new departure time starting with
P
than VIPs/F/J Class PAXS as outlined in
4hours reservation manual.
Advise station personnel by telex
KD/KP/KK/KL with action taken against all
P
passengers and also for passenger not
being informed.
Dedicate a location to receive passengers
who have checked-in and furnish them with P
the latest information.
Introduce services in accordance with the
delay time. P
8 -2 -6 JAN 2005
2. Flight Delays (change of equipment )
DELAY RESPONSIBLE DEPARTMENTS

REQUIRED ACTION
TIME OCC YMS RSVN STN DCS
P
departments.
P P
give new ( ETD )..
Prior Co-ordination with the station and
yield management department to make the
suitable decisions to change the aircraft by P
the same type or the same load.
Protect seats for VIPs/F/J class passengers

P
pursuant to their categories.
Protect seats for passengers with special P

needs.
Less Re-issue boarding passes with new
P
than 4 numbers .
hours Stamp downgrade stamp on passenger
tickets for passengers whose class of P
service had been down-graded.
Dedicate a location, make announcement,
inform passengers and Handover boarding P
passes according to the new seat numbers.
Introduce services in accordance with the
P
delay time.
Handle passengers who are denied
boarding due to change of equipment as
P
per reference outlined in the (PSPM)chapter
(08-03-01).
Co-ordinate and look for suitable P P

alternatives.
8 -2 -7 JAN 2005
DELAY RESPONSIBLE DEPARTMENT
ACTION TAKEN
TIME OCC YMS RSVN STN DCS
P
departments.
P P
give new ( ETD ).
Print connecting passengers name list and
ensure alternatives if the connecting flights P
are affected .
Transfer the flight by (KM) system to
reservation unless failed due to technical P
reasons.
Protect F,J and Y class passengers to
whom boarding pass had been issued to P P P
them.
Advise remaining F/J class passengers who
had been downgraded and the other
available alternatives taking into
P
consideration any change according to their
desires and enter comments in their
More
(PNRS) .
than 4
Print non-revenue and reduce rate
hours
passengers ticket list for F and J class who
are entitled for downgrade according to the
applicable policy and transfer them to yield P
management department by the entry
(QEP/QRP/37) to take the necessary
action .
Advise by telex station personnel
(KD/KP/KK/KL) about all passengers P
situation and also those who had not been
informed.
Dedicate a counter to receive the
passengers and inform them with the
situation and make necessary
P
announcements and change boarding
passes according to the passenger
reporting time.
Introduce the required services in
P
accordance with the delay time.
8 -2 -8 JAN 2005
3. Flight Cancellation and Merge :
RESPONSIBLE DEPARTMENTS
ACTION TAKEN
OCC YMS RSVN STN DCS
Co-ordinate with the concerned departments.
P
Apply advise time procedure (ADVCT) or give new
P P
( ETD ).
Print Accepted passengers name list. P
Cancel the flight in the departure control system
P
(DCS).
Transfer canceled flight passengers to the
alternative flight in accordance with their
reservation, if no availability for first and business
class passengers, they would be confirmed on P
guest class and flight should be transferred by (KM)
entry.
Passengers who had been issued boarding passes P

on the canceled flight should be accepted on the
alternative flight.
Print connecting passengers name list and ensure P P

alternative flights it the connecting flights are
affected.
Dedicate a location to receive the passengers and P

make the announcement.
Introduce the required services in accordance with P

the delay time.
E - Expenses
1. Expenses approved by “Saudia” on domestic or international flights are tabulated
hereunder. Customer services supervisor at the station where the Inconvenience
occurs should ensure introduction of these expenses to passengers. Passengers
should not be promised to have these expenses at the next onward station without
giving them vouchers that authorize the station to bear these expenses.
8 -2 -9 JAN 2005
Delay Duration
NO. Expenses 0.5-1.0 Hr 1.0 Hr - 03 Hr 03 Hr - 06 Hr More than 06 Hr
1 Refreshments ü
2 Light Meals ü
3 Main Meals* ü ü
Communication
ü ü ü
4 (Tel/Fax/Telex)
5 Hotel
ü
Accommodation
6 Ground Trans. ü
* SUITABLE MEALS GIVEN IF DELAY OCCURS DURING REGULAR MEALS TIME.
2. If the delay occurs after the passengers have been boarded and the meals are
available and it is possible to serve meal, co-ordination with IFS could be made to
provide meals on the aircraft while it is on ground.
3. If the delay is more than 24 hours then “Saudia” will pay the airport taxes at
airports applying this tax..
4. If a passenger refuses to be transferred to another flight, “Saudia” will not be

responsible for any subsequent expenses.
5. Originating passengers who are local residents should not be provided with
accommodation if they can conveniently return to their homes until their flight is
ready to depart. Remember to take note of their phone numbers so they may be
called to the airport if the new departure time changes.
Note: - (Hotac expenses will include room charges and the three main meals).
F – Legal duration:-
Legal duration after which inconvenienced passengers shall be discontinued for

Inconvenienced passenger Hotac is (not specified) except in case of delay due to
Unfavorable weather conditions in which Hotac expenses is to be paid for 24
hours only. If the delay will continue for a long period of time it will be advisable to
transfer passenger to alternative flight.
8 -2 -10 JAN 2005
G- Exemptions:-
Inconvenienced passenger expenses shall not be paid in case of flight cancellation or

delay which occurs due to emergency situations resulting from predestination or civil
strikes or security violations or government embargo or Government orders or in case
of war or political sabotage and international disputes except in unfavorable weather
conditions or in special cases for some passengers who were accepted on the flight
such as (sick passengers/Ums/VIPs etc…..) where station manager decides that it is
in Saudia interest to absorb expenses on condition that a copy of this action shall be
reported to System passenger Services Development department.
MEALS AND REFRESHMENT VOUCHER FORM # (935-6724)
8 -2 -11 JAN 2005
H - Passenger Delayed Message Cards (935-6559)
1. Passenger delayed message cards should be given to passengers when a

prolonged inconvenience has occurred, and they have requested a message to be
sent to their destination.
2. Wherever possible the telephone numbers should include the area code, in
addition to the name of the town or exchange.
3. Passenger delayed message cards shall be collected from passengers after being
completed. All the information contained in these cards should be included in one
telex and sent to the final destination.
8 -2 -12 JAN 2005
DELAYED FLIGHTS SERVICES CHECKLIST
FLT / DTE / A/C RGN: ROUTING

STD ADT ETD 1) ETD 2) ETD 3)
DELAY REASON
INFORMED BY TIME PAX LOAD F J Y
AT ON ON
No. PROCEDURES TERMINAL BOARD ARR.
1 Advise all staff, explain action required & allocate
duties.
2 Delay desk to be set-up where applicable.
3 Inform delay to : Airport Authorities / Reservations /
Route Stations / Flight Operations / Flight Crew /
Catering / Technical (Ensure that new timings are
displayed) .
4 Announcements periodically at all passenger contact
points in Arabic/English/Local Language.
5 Arrange & serve refreshments / snacks / meals
depending on length of delay and availability of time.
6 Check for Hotel (space / time in) / surface
transportation
7 Offer delay cards to passengers.
8 Check for alternative flight. Rerouting if delay is
prolonged.
9 Check for Special passengers handling requirements :
On-carriage Medical UM’s Others
10 Check baggage offload / retagged (if needed)
11 Coordinate updated information with airport
authorities; reservation; route stations; Flight
Operation; Flight crew; Catering , Technical. & all staff
concerned.
12 Apologize personally at boarding gate to passengers.
13 Send passenger delay message .
14 Relay information to passenger’s contacts as received
from connecting and originating stations .
15 Advise the on-ward connecting airlines if any
passenger is unable to make his connections. Re-
book passenger on the first available flights.
16 Complete all forms required and delay action log.
√ tick when actioned (where applicable)
***
8 -3 -1 JUN 2007
DENIED BOARDING
A - General:-
When oversale due to overbooking or equipment change took place and resulted in
refusal of some passengers holding confirmed reservation, such station requires
exertion of Customer Services Agents efforts to handle those passengers
professionally and courteously to alleviate the inconvenience situation.
B - Dealing with passengers:-
1. Be prepared - Before facing the passenger, prepare yourself and have ready all
the details and data of what alternative arrangements and services Saudia can
offer, such as alternate transportation, hotel accommodation, ground
transportation, meals, and means of communication.
2. Be polite, gentle and competent - The passenger would not like an upset and
argumentative agent dealing with his problem. Remember that your mission is to
calm down the passenger and solve his dilemma.
3. Be a good listener - Listen to his problems with attention and without arguing or
interrupting. Try to imagine yourself in the passenger’s place. Basically, the
problem is not the passenger’s fault.
4. Be firm and considerate - When the passenger blames Saudia for his
predicament, try to calm him, without trying to put the blame on any Saudia
department.
5. Do not make false promises - Service or commitments that you can not fulfill or
you have doubts they could be kept should never be promised or discussed.
6. Follow through- Make sure that everything offered to the passenger is auctioned.
7. Compassion and sincerity - Are essential attitude in your effort to reverse the
bad impression that the passenger may feel towards Saudia.
C- Procedures:-
1. Station Manager or his delegate shall ensure non-acceptance of passenger
without confirmed reservations.
8 -3 -2 JUN 2007
2. The upgrading is done according to seats availability as follows:-
- Upgrading should be a method of correcting an error. The Station Manager
or his delegate will determine the number of passengers needs to be
upgraded according to the Load Message or the Passenger Manifest.
- If a passenger is upgraded to a higher class of service, he will not be
requested to pay any additional charges.
- In passenger coupon and in (endorsement / restrictions) box the following
expressions should be written “INVOLUP” and to be also validated by a
stamp which means that it has been made due to involuntary upgrade.
3. The downgrading is done according to seats availability as follows:-

- If the passenger is downgraded from a higher class to lower class, this
process should not be done from the quota of the passengers booked in
the next lower class by downgrading their class of service or refusal of their
travel.
- If a passenger accepts to travel in a lower class to the class he paid for, he
is entitled to refund the difference in fare.
- If the passenger is downgraded to a lower class of service, an MCO must
be issued by the class differential and passenger coupon and flight coupon
must be stamped by (Downgrade Stamp).
4. Passengers should be considered for upgrading are:-

- Captains, Flight Engineers, Crew traveling on duty.
- High Government officials.
- Al-Fursan members who are holding golden / silver card
- Business men or employees of regular Saudia clientele.
- First destination passengers.
- Saudia staff traveling on duty.
5. Passengers that should not be considered for upgrading are:-

- Persons who may be offensive or disturbing to the regular First class and
Business class passengers either due to their attire or physical condition..
- Families with young children or infants who may be noisy and disturbing to
other passengers.
6. Positive space pass holders or positive space ticket holders free or rebated with
confirmed reservation should be treated as revenue passengers for any reasons,
will have preference over waitlisted revenue passengers on the first available
Saudia flight to destination.
8 -3 -3 JUN 2007
7. In no event shall an unaccompanied child be removed at an originating or en-route
stations. Stretcher cases, deportees, groups, connecting passengers and
passengers traveling to remote areas should be considered too.
8. If a flight shows overbooking en-route, the originating station may not accept wait-
listed passengers and if they accept to the next station only.
9. Acceptance of passengers during oversale or due to aircraft equipment change or

as a reason of reducing the aircraft load as a corporate policy mentioned in
chapter ( 04-03-01 ) .
10. If seats are not available for all confirmed seats passengers after following the
above Procedures, the Station Manager or his deputy will offer the following:-
- Refunding the cost of the ticket coupon.
- Re-routing to the passengers final destination on the earliest possible flight.
- Re-booking to the later flight.
- Arranging alternate space with other airlines if Saudia arrival flight is not
suitable.
C. Expenses:
The following services shall be provided free of charge:-
- A telephone call, telex or fax message to the point of final destination.

- Meal or refreshments suitable for alternative departure time.
- Hotel accommodation if the alternative departure exceed six hours.
- Passengers originating from remote areas shall be paid for hotel
accommodation and surface transportation from/to hotels.
- Transportation charges for local passengers shall be paid to/from their
residence (areas if possible).
***
8 -4 -1 JUN 2007
DENIED BOARDING COMPENSATION
A - Policy:-
The rules contained in the Denied Boarding Compensation (DBC) scheme quoted
hereunder, are applicable when passengers are denied access to an over booked flight
for which they have a valid ticket and a confirmed reservation on a scheduled and extra
Saudia network flight ( except teachers and Haj flights ) for the following sectors:-
1. All domestic flights.
2. All international flights departing from KSA.
3. All international flights arriving to the Kingdom of Saudi Arabia from ( Cairo
/ Kuwait / Beirut / Damascus / Oman / Doha / Muscat / Bahrain/ Abu Dhabi
/ Dubai / Sharja / Tunis / Casablanca / Alexanderia / Al-Geria / Khartoum /
Sanaa )
4. Flights departing from USA to KSA.
B – Conditions:-
Saudia is committed to compensate denied boarding passengers if the following
conditions are met:
1. If the passenger is holding a valid ticket with a confirmed reservation on

specified flight.
2. If the passenger is holding a full fare paid ticket.
3. If the passenger is not holding an industry discount (ID) or (AD) in the

ticket fare.
4. The passenger must report to the airport on time fixed by Saudia prior to
the scheduled departure time.
C - Exemptions:-
Saudia shall not be obliged to pay denied boarding compensation for passengers due to
the following reasons:-
1. If the flight is canceled.
8 -4 -2 JUN 2007
2. If the passenger does not accept an alternative seat on the same flight in a class
of service other than the one specified in the ticket.
3. If the passenger is refused boarding for the following reasons:-

- His conduct or physical condition shows that he is in need of special assistance.
- Disturbing or making himself unacceptable by other passengers.
- Forming any kind of jeopardy to himself or to other passengers or to property.
- Failing to comply with Saudia instructions.
- Refusing inspection.
- Not holding all required documents or refuse submitting travel documents
required by Saudia.
- The ticket held by the passenger is illegally possessed by the passenger or
reported black-list or stolen.
4. If the passenger does not adhere to Saudia regulation regarding general

appearance (as women are wearing in-appropriate or transparent clothes or a
man wearing short dress that exposing his legs or thighs..........etc).
D – Compensation Value:-
- The compensation paid shall not exceed the value of the ticket from the specified
station to the destination.
- Compensation shall be paid according to the final destination which is interpreted
by IATA to mean the next stop-over. In case connecting flight is present, the final
destination will be in accordance with what has been mentioned in the last
booked sector of the flight coupons of the ticket.
Form of
Sectors Flight Range Amount Re-routing
Payment
If the passenger can be
- All international re-routed to his final
flights departing Less than SR.1000 destination with less
from KSA 3500 km or than three hours delay
MCO
equivalent for flights up to 3,500
. km. or less than six
Non
hours delay for flights
- All international More than SR.2000
refundable/
at more than 3,500 km.,
flights arriving to Non
3,500 km or compensation may be
KSA endorsable
equivalent limited to 50%.
8 -4 -3 JUN 2007
Form of
Sectors Flight Range Amount Re-routing
Payment
If alternate transportation
for flights originating from
USA is arranged with a
delay not exceeding 4
hours to reach the next
stop-over or the
destination,
minimum of compensation value shall
200 USD be (100% of the ticket
From USA TO _ MCO or
maximum or value) with a maximum of
KSA Cheque
400 USD (200 USD). If the delay
exceeds 4 hours to reach
the next stop-over or
destination, the
compensation value shall
be (200% of the ticket
value with a maximum of
(400 USD).
Coupon value
on the sector
where the MCO
denied
boarding Non
occurs, refundabl
All domestic
_ provided that e/ _
flights
the Non
compensation endorsabl
value shall not e
be less than
(200)SAR.
E – Procedures:-
1. Compensation value shall be paid to denied boarding passengers immediately.
2. Denied boarding compensation / class differential refund form stock No.(935-
7017)shall be filled out in order to issue the MCO for compensation .
3. If the passenger is booked on a further alternative flight and the time does not
permit to issue MCO for the passenger holding paper ticket on domestic flights,
8 -4 -4 JUN 2007
flight and passenger coupon shall be stamped by the denied boarding stamp for
domestic flights so that by this stamp an MCO shall be issued from sales offices
bearing the compensation value .
4. MCO shall be clearly stamped by DBC stamp in the Payment / Remarks box of the
passenger coupon and flight coupon so that the passenger shall sign inside this
box.
5. Compensation value shall be registered on account number ( 632 ) specially
assigned to compensate passenger.
6. How to issue and fill out MCO form :
ENTRY DATA REQUIRED

Passenger Name Enter Passenger’s name as shown in flight ticket.
Type of service for which For Transport or excess baggage or both.
voucher is issued
Voucher’s total value Enter amount of compensation as applicable.
Issued against Denied boarding on flight number & date.
Endorsement / restriction Non- endorsable / non-refundable
Method of payment / Account number (632) - write account number,
remarks Endorse with clear stamp of Denied Boarding in “Audit”
and passenger’s coupon. Passenger signs this entry.
Issued in exchange for Clearly enter information required.
Original issue Clearly enter information required.
F. Denied Boarding Stamps Order:-
Design of these stamps can be ordered from System Passenger Services

Development and station can produce in co-ordination with saudia printshop.
G - Statistical Report:-
In order to monitor the (DBC) cases, and to make further evaluation, stations applying
this scheme should submit a report on monthly basis to JEDRASV copy to JEDSCSV.
• Stamp for (MCO) issuance
‫‪8 -4 -5‬‬ ‫‪JUN 2007‬‬
‫‪• Stamp for issuance of (MCO) for domestic flight.‬‬
‫) ‪• DBC and Class differential Form stock No. ( 935-7017‬‬
‫***‬
8 -5 -1 JUN 2007
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POLICY AND PROCEDURES FOR EU DENIED

BOARDING COMPENSATION
A - Introduction:-
In accordance with EU Parliament Resolution No.( 261/2004), It becomes mandatory for
all airlines companies to apply compensation policy for all passengers suffering from
denied boarding , cancellation or flight delays. All Saudia flights departing from
European countries will be subject to the law, and compensation will be due to all
passengers affected irrespective of their origin
Under Article 14.2 of the Regulation, airlines must provide passengers affected by
delays of at least two hours, and passengers who are denied boarding, with a notice
setting out the rules for compensation and assistance.
B – Policy:-
Saudia stations in European countries must apply the compensation policy in case of
denied boarding, cancellation or long flight delays for all scheduled and non-scheduled
flights departing from European countries or transiting inside these countries.
C - Conditions:-
The following rules shall apply to:
1. The passenger who has a confirmed reservation on the flight concerned.

2. The passenger presented himself for check-in at the time indicated by Saudia
(3 hours) prior to the scheduled departure time.
3. Only to passengers, traveling at a fare available directly or indirectly to the public or
holding tickets issued under a frequent flyer program or other commercial program
such as Al Fursan.
4. The passengers who had been transferred from the flight for which they held a
reservation to another flight, irrespective of the reason.
D - Exemptions:-
Saudia is not liable to compensate the passengers if :
1. The passenger is holding incomplete or invalid travel documents.

2. The passenger is holding a free or reduced rate ticket.
3. The passenger failed to report for check-in at the time indicated by Saudia
(3 hours) prior to the scheduled departure time.
4. There is reasonable ground to deny passenger's boarding for the reasons of health,
safety or security.
8 -5 -2 JUN 2007
5. The passenger had a Tourist Programme, which was entirely cancelled (not
part of it) this does not include frequent flyer program such as Al Fursan.
6. There are some Unavoidable extra-ordinary circumstances and conflicts with
Montreal Convention.
E- Denied Boarding:-
Station manager or his deputy will ensure application of the following procedure:
1. Ensure that passengers without confirmed reservations are not accepted.
2. Upgrading passenger to a higher class according to seats availability.If the passenger
is upgraded to higher class, he will not pay extra charges.
3. Downgrading passenger to a lower class to the class he paid for, he is entitled to
class differential payment and the compensation as following:
- 30% of the ticket fare for flights of 1500km or less.
- 50% of the ticket fare for flights of more than 1500km.
- 75% of the ticket fare for flights exceeding 3500km.
4. Call for volunteers to surrender their reservations in exchange for the MCO(s) (Good
for travel on Saudia only / Excess baggage ) equivalent of the compensation amount
mentioned in Para No.( 8 ),the amount of MCO(s) may be increased up to 50 % of
the aforementioned amount in addition to the passengers right to reimbursement or
re-routing.
5. Boarding priority should be given to passengers with reduced mobility, to their escorts
and to the unaccompanied minors (UM).
6. IF passengers are to be denied boarding after complying with the aforementioned
procedures, Station Manager or his delegate shall offer the choices, as per the
following sequence:-
- Re-imbursement within seven days of the full cost of the ticket for which it
was bought, for the part or parts of the journey not made, or for part or parts
already made if the flight is no longer serving any purpose in relation to the
original travel plan.
- A return flight to the first point of departure at the earliest opportunity.
- Re-Routing under comparable transport conditions, to their final destination at
a later date, at the passenger's convenience, subject to availability of seats.
When rerouting, passengers must be cared for and the expenses shown
below must be introduced.
7. Station manager or his deputy will offer the following expenses:-

- Meals and Refreshments proportional to delay and waiting periods.
- Hotel accommodation in cases that necessitate the stay for one night or
more.
8 -5 -3 JUN 2007
- Transport between the airport and hotel.
- Two telephone calls or telex or fax or e-mail to the destination.
- Presents a written notice or place directive board at check-in counters for
denied boarding or passengers who have cancelled or delayed flights for
more than two hours indicating their rights in compensation and the
assistance that will be offered to them.
- Assistance and care should be extended to passengers with reduced mobility
and their escort and to the UM.
8. Passengers denied boarding shall be compensated in accordance with the following :
FLIGHT AMOUNT OF FORM OF

RE-ROUTING
DISTANCE COMPENSATION PAYMENT
Offer an alternative flight Compensation or
so that the delay time of refund shall be
1500km or Less EUR. 250 the arrival of flight, at made as per the
destination, should not following :
exceed two hours from the - Cash
original arrival time at - Cheque
destination. - Banks transfer
- Voucher/MCO
Offer an alternative flight (With the signed
so that the delay time of agreement of the
1500km – EUR.400 the arrival of flight should passenger).
3500km not exceed three hours
from the original time at
destination
Payment must be
Offer an alternative flight made within 7
so that delay time of the days.
3500km and EUR 600
arrival flight should not
above exceed four hours from the
original arrival time.
Note:
If the passenger is re-routed and the alternative flight is offered as required above,
above mentioned compensation may be reduced to 50% in accordance with the flight
distance and delay length.
8 -5 -4 JUN 2007
F – Flight Cancellation:-
1. Conditions :
- If Saudia cancelled the whole flight or part of it, without prior advice to passenger.
- If the passenger is holding a valid ticket issued against a published direct fare and
not reduced or free.
- If a passenger was holding confirm reservation on the flight.
- If Saudia failed to prove that the extra-ordinary circumstances have resulted into
cancellation of flight such as Political instability, Meteorological conditions
incompatible with the operation, Security risks, unexpected safety shortcomings
and strikes that affect the operation etc.
2. Exemption:
- If the passengers are informed of cancellation of the flight 14 days prior to the
scheduled time of departure.
- If the passengers are informed of the cancellation between 14 days and 7 days
prior to the scheduled time of departure and are offered an alternative flight to the
final destination two hours before the scheduled time of departure and to reach their
final destination, net exceeding four hours form the original scheduled time of arrival
at destination.
- If the passengers are informed of the cancellation 7 days prior to the scheduled
time of departure and are offered an alternative flight to the final destination one
hours before the scheduled time of departure and to reach their final destination not
exceeding two hours, form the original scheduled time of arrival destination.
3. Procedures:
- Station manager or his delegate shall offer the options previously mentioned in
Para ( E/6)
- Presents a written notice or place directive board at check-in counters for denied
boarding or passengers who have cancelled or delayed flights for more than two
hours indicating their rights in compensation and the assistance that will be offered
to them.
- Offer assistance and care for passengers who have their flights canceled ( during
their stay ) and offer expenses as mentioned in Para ( E/7 ).
- Pay the compensation value to passengers who have their flights canceled when
denied boarding in cash or electronic cheque or Mco as per the passengers desire
as mentioned in previous Para (E/8).
8 -5 -5 JUN 2007
G - Flight delay:-
IF Saudia is responsible for the delay beyond its scheduled time of departure, following
rules shall apply:
Conditions
Delay Flight Care while
If the delay time is If flight delayed to
length duration waiting
extended to 5 hours the next day
02hours 1500km.
or more
- Meals - Reimbursement of - Hotel
03hours 1500km to
- Refreshments the full cost of the accommodation
- 2 Telephone ticket - Transport
or more 3500km
calls, - With a return flight between the
- Telex, Fax, or to the first point of airport and hotel
04hours More Than E-mail. departure
3500km
Note:
The amount of Compensation, Reimbursement of ticket, and cost of services should
be debited to A/C: 6558-3 CC: 735 LOC: The Station involved. A statement of which
has to be submitted to G.M Customer Relations (CC: 796/130) at the end of each
month showing the amount of Compensation, Reimbursement and Services offered
against the names of each passenger and their respective families, with Flight
number/date/routing in question and brief description of the incident.
***
‫‪JAN 2004‬‬
‫‪CHAPTER NINE‬‬
‫‪HANDLING OF SPECIAL CASES‬‬
JUN 2007
CONTENTS
CHAPTER NINE: HANDLING OF SPECIAL CASES
09-01-01 PASSENGERS COMMITTING CRIMINAL

AND OFFENSIVE ACTS ON BOARD AIRCRAFTS
§ PURPOSE …………………………………………...…..…….. 09-01-01
§ LEGAL PRINCIPLE. .………….………………....………..… 09-01-02
§ DEFINITIONS .………….………………………....………..… 09-01-02
§ CLASSIFICATION OF CRIMINAL ACTS
AND OFFENSIVE ………………………………………….... 09-01-03
§ PROCEDURES ………………………………………..…..….. 09-01-04
§ FUNCTIONS AND DUTIES …………………………..…..….. 09-01-06
§ FORMS USEAGE ………………………………………….... 09-01-09
§ CREW DEPLANNING POLICY……………….....…….…..… 09-01-11
09-02-01 INADMISSIBLE PASSENGERS & DEPORTEES

§ GENERAL ……………………. .……………….....……..…..… 09-02-01
§ TERMS …....………………………………………...…..……… 09-02-01
§ INADMISSIBLE PAXS PROCEDURES .……....………..….. 09-02-02
§ EXPENSES ………………………………….…………..……. 09-02-02
§ HANDLING OF DEPORTEES ………..………......………..… 09-02-03
09-03-01 CARRIGE OF CIVILIAN PRISONERS BETWEEN

IN-KINGDOM CITIES
§ NUMBER OF NORMAL / HIGH-RISK
PRISONERS & THEIR GUARDS .……....……………....….. 09-03-01
§ PROCEDURES …….……………………….………….……… 09-03-01
§ CARRIAGE OF PRISONERS GUARDS WITH
THEIR ARMS ON BOARD ……………………………....….... 09-03-02
JUN 2007
CONTENTS
CHAPTER NINE: HANDLING OF SPECIAL CASES
09-04-01 CARRIAGE OF FIREARME AND AMMUNITIONS

§ INTRODUCTION …………………………….....……..…..…… 09-04-01
§ POLICY ……...……………………………………...…..………. 09-04-01
§ EXCEPTIONS ……….…………………………....………..…... 09-04-01
§ PROCEDURES FOR CARRYING FIREARMS ON
DOMESTIC FLIGHTS …………………………………….….... 09-04-03
§ PROCEDURES FOR CARRYING FIREARMS
ON INTERNATIONAL FLIGHTS …………………………........ 09-04-05
§ IRREGULARITIES ..……….……………………..…..…..……. . 09-04-07
09-05-01 AIRCRAFT SECURITY GUARDS

§ GENERAL ……………………. .……………….....……..…..… …09-05-01
§ POLICY …………………….………………….....……..…..……. 09-05-01
§ SEAT ASSIGNMENT………………………………...…..………..09-05-01
§ PROCEDURES……………………………………………………. 09-05-01
09-06-01 SECURITY PROCEDURES FOR FLIGHTS

OPERATING FROM/TO USA
§ GENERAL ……………………. .……………….....……..…..… …09-06-01
§ STATIONS RESPONSIBILITIES....………….....……..…..……. 09-06-01
§ SECURITY MATCHING ON THE PASSENGERS LIST..……..09-06-01
§ SECURITY MATCHING PROCEDURES………………………. 09-06-02
9 -1 -1 JAN 2005
PASSENGERS COMMITTING CRIMINAL

AND OFFENSIVE ACTS ON-BOARD AIRCRAFTS
1- Purpose:-
Criminal acts or offenses committed on-board the aircraft are considered one of the
major challenges facing countries and international airlines.
Saudi Arabian airlines was one of the first airlines alerted to this phenomenon and
had worked hard to bring these acts to the minimum.
Based on that, this procedure will provide guidance and main reference for all front-
line staff of Marketing departments such as Flight Operations and In-flight Services
who should strictly comply with these policies and procedures in accordance with the
corporate rules, regulations, concepts and requirements regularizing the handling
procedures of passengers committing these crimes of disruptive and unruly acts on-
board the aircrafts whether affecting the aircraft safety and security or if conducted
against other passengers or front-line staff during performing their duties or
assisting in:-
a- Handling these situations and taking the suitable and practical actions that limit
the escalation of these acts.
b- Regularize deplaning passengers process from the aircraft or denying their travel
specially for offensive acts that have no effect on the aircraft safety, security,
passengers and crew. Such cases could be handled in a civilized manner that
conforms with saudia reputed image.
c- Establishing parameters or principles that guarantees protection of all the parties
(passenger), or “saudia” represented by the employees who handled the incident.
d- Investigation periods taken during processing of the case should be counted as
official duty time.
e- Providing all possible support and assistance to the employee who was handling
this case if he is asked to follow-up with legal or government authorities in cases
of crimes and offenses from which the passenger was suffering and can be as
follows:
1-1- In-kingdom legal support:

When one of the criminal acts mentioned in article NO. (4-1) committed by
passenger on one of the front-line staff during performing his duties at the in-
kingdom station, and the case was transferred to legal authorities, legal
department should Co-ordinate with the station manager and provide the legal
advise to the station manager or to the concerned employee. This case should be
followed up with Human Resources Government liaisons department, whereas
the general litigation inside the kingdom represented by (Investigations and
General Litigation Board) is officially authorized to proceed a civil claim in front of
9 -1 -2 JAN 2005
the in-kingdom judiciary entity and approve the criminal part on the incident and
direct prosecution proofs towards the accused person to claim compensations for
financial or moral damage that was inflicted on “ saudia “ or its personnel due to
the passenger’s misconduct.
1-2- Out-of-the-kingdom legal support:
If any of the crimes mentioned in article No. (4-1) committed by one of the
passengers on one of the concerned front-line staff during performing his duties
out of kingdom stations and the case was referred to judiciary authorities of that
country, legal affairs department will Co-ordinate with saudia manager to appoint
a lawyer to represent saudia and proceed a civil claim for compensation against
what has affected saudia and its personnel of financial and moral damage
resulting from the passengers misconduct.
2– Legal principle:-
This policy has been updated and established and criminal acts and offenses have
been classified in accordance with the international policies, rules, conventions
and legislations mentioned hereunder:
2.1. Royal decree No. Meem / 37 dated 22.08.1386H based on cabinet resolution No.
694 dated 17.08.1386H ratifying the simple unlawful acts / certain other acts
committed on-board aircraft which were issued by TOKYO convention on which
the kingdom was one of the first countries who signed on this convention on
14.09.1963.
2.2. ICAO general assembly resolution No. (A33-4) attached with the periodical
circular of ICAO (CIR 288.LE/1) regarding directive materials of legal aspects for
disruptive / unruly passenger.
2.3. Iata manual issued on 01.12.1998 regarding directions of disruptive and unruly
passengers.
2.4. presidency of civil aviation:
Saudi Arabian airlines is working within the framework specified by the
presidency of civil aviation derived from FAA rules and which does not offend or
violate the basic rules and regulations of the kingdom of Saudi Arabia.
2.5. FAA
FAA regulations authorized by (FAR 121).
3- Definitions:-
3.1. An aircraft is considered to be in flight condition:
The moment of door closure after passenger boarding for the purpose of take-off
until the moment of opening aircraft doors for the purpose of deplaning
passengers.
9 -1 -3 JAN 2005
3.2. An aircraft is considered not flying:
At any time from the moment of opening any of the aircraft doors for the purpose
of deplaning passengers until the moment of closing all the doors after boarding
of passengers for the purpose of departure.
4- Classification of criminal acts and offenses:-

Classification of criminal acts and offenses have been made in accordance with the
ICAO general assembly legislations:
4-1- criminal acts:

Launching an assault or intimidation or participate in an assault on one of
4-1-1 the crew members or passengers will endanger the safety and security of
the aircraft and passenger.
Launching an assault or sexual harassment on one of the aircraft crew
4-1-2
members or passengers.
Committing acts under intoxication or drugs (narcotics) that will jeopardize
4-1-3
the aircraft safety and security or crew or passengers.
4-1-4 Cause damage or tempering aircraft property or try to hi-jack the aircraft.
4-1-5 Robbery of aircraft and passengers property on-board the aircraft.
4-2- offensive acts:

Refuse to comply with the written instructions issued by the pilot-in-
command or his delegate for the aircraft and passenger safety or property
on-board the aircraft such as:
a- refuse to be seated in the assigned seat or fasten the seat belt.
4-2-1
b- Refuse to adhere to air safety instructions which are internationally
accredited.
c- Use of electronic or remote controlled devices prohibited to be used
on-board the aircraft.
4-2-2 Refuse to abstain from smoking.
4-2-3 Smoking inside lavatories.
4-2-4 Cause damage to smoke-detectors and other devices on-board the aircraft.
4-2-5 Cause to damage or defect aircrafts contents or equipments.
9 -1 -4 JAN 2005
4-3- types of criminal acts or offensive behaviors:
There are three levels to determine the types of behaviors that may be committed
by the passenger summarized as follows:
Level Explanation
All offenses mentioned in article No. (4-2) come under this level which
can be controlled verbally by using behavioral skills and by making
reasonable judgment and assessment of the situation and making trails to
Level one
alleviate passengers anger. In case the passenger continues his offense,
a verbal warning with notification to passenger of the next actions that
would be taken against him if he continues his misconduct.
It is the extension of level-1 if he continues his conduct after the verbal
warning and after trying to use all the possible means of communications
Level two
and behavioral skills. “refer to procedures outlined in article No. (05-01-
04)”.
The following acts comes under this level :
a- All criminal acts:
If the passenger continues his misconduct and committed crimes
mentioned in article No. (4-1) ( refer to procedure outlined in article
Level three
No. “5-2”).
b- Extension to level-2 in case the passenger insists on his
misconduct after issuing the written warning ‘refer back to
procedures out lined in article No. (05-05-01)”.
5- Procedures:-
All concerned front-line staff are requested to be attentive to observe and notice
during handling their duties any offensive behaviors that may be committed by some
passengers and is expected to result in jeopardizing the aircraft or passenger safety
and security or cause chaos and disturbance to the crew or passengers on-board.
Level 5-1 Offensive Acts Procedures
5-1-1 when observing any of the offensive behaviors,
senior flight attendant (SFA) should be immediately
Level-1 all offensive behaviors
notified with these acts.
can be controlled by using
behavioral skills. And by 5-1-2 SFA should assess the situation accurately and
making good judgment and exert all possible efforts to calm the passenger.
assessment of the situation 5-1-3 If the passenger does not respond after exerting
and by giving a verbal warning all possible efforts to cool him down, the SFA shall
to the disruptive passenger to warn him verbally and notify him with the next actions
stop such acts. that would be taken against him. If the passenger
insists on his refusal, the SFA should immediately
notify the pilot-in-command.
9 -1 -5 JAN 2005
5-1-4 when the aircraft is not flying, pilot-in-command

shall notify the station manager or his delegate who is
making his final trial to convince the passenger. If the
Level-2 All offensive behaviors: passenger continues his offensive conduct, station
When the passenger insist to manager or his delegate shall Co-ordinate with the
continue his unruly conducts pilot-in-command to deplane the passenger from the
after trying with him all the aircraft.
means of communications and “Refer to form usage in article No. (8-3).
behavioral skills or after the
verbal warning. When the aircraft is in flying mode, pilot-in-command
shall make accurate assessment of the situation and
direct the SFA to issue a written warning to the
passenger “refer to form usage on article No. (8-2)”.
5-1-5 When the aircraft is not flying, station manager

or his delegate shall Co-ordinate with saudia security
supervisor at the stations where such post exists or
with the airport security authority if saudia security
department does not exist to deplane the passenger.
Level-3 All offensive behaviors: “Refer to passenger deplaning procedure”.
In case passenger refuse to
stop offensive behaviors When the aircraft is in flying condition, and the
despite of notification of the passenger continues his misconduct after the written
second level. warning and the pilot-in-command has decided to
deplane the passenger from the aircraft, he should Co-
ordinate with the SFA the possibility of continuing his
flight to the destination or to make a non-scheduled
landing at a certain airport “refer to form usage in
article No. (8-1)”.
9 -1 -6 JAN 2005
5-2-1 when the aircraft is not flying, station manager or
his delegate shall Co-ordinate with the pilot-in-
command to deplane the passenger from the aircraft.
“Refer to form usage article No. (8-3)”.
5-2-2 When the aircraft is in flying condition before
departure, pilot-in-command shall return to the
Level-3 All criminal acts:
departure gate and notify the station manager or his
In case passenger has
delegate to deplane the passenger from the aircraft
committed any of the criminal
“refer to form usage article No. (8-1)”.
acts mentioned in article No.
5-2-3 when the aircraft is in flying condition (after
(4-1).
departure), pilot-in-command shall assess the situation
and take the decision to return to the departure station
or to make an unscheduled landing at the airport
which he designate or to continue his flight to the
destination station if possible “refer to form usage
article No. (8-1)”.
6– Functions and Duties:-

All the concerned front-line staff are required to make an accurate assessment and
good judgment to the situation and use behavioral skills in handling the case and
exert all the possible efforts to contain the problems and prevent escalation and
simultaneously maintain the required services that conforms with saudia standard
services rendered to customers.
6-1 Pilot-in-Command Functions and Duties:
6-1-1- Has the full authority to take actions considered to be necessary to maintain the
aircraft, passengers and crew security and safety measurements including
restrain of the offender (passenger) or the unscheduled (emergency) landing at
the airport which the pilot-in-command designate to deplane the passenger
offending the proper behavior.
6-1-2- Exert all the possible efforts to contain the situation in case of unruly conduct
occurrence that does not affect the aircraft & passenger safety and security.
Direct the SFA to convince the passenger to be quiet and comply with the air
safety instructions to avoid deplaning of the passenger at fault from the aircraft.
6-1-3- Assess and evaluate the situation accurately and Co-ordinate with the SFA about
the case development and discuss the possibility of continuing the journey to its
scheduled destination.
6-1-4- Based on the facts on which passenger was deplaned from the aircraft where the
aircraft is still not flying or it is flying, pilot-in-command shall fill in the air safety
report form (ASR) to be sent to safety department according to the authorized
mechanism.
9 -1 -7 JAN 2005
6-1-5- pilot-in-command must ensure the accuracy and correctness of the information
mentioned in the forms prepared by the SFA when the flight is on flying mode and
to sign the forms since he is the only authorized person to sign on these forms
“refer to form usage”.
6-2- Cabin Crew Functions & Duties:
6-2-1- Cabin crew should accurately evaluate the situation and use behavioral skills to
convince passenger to be quiet and calm and comply with the air safety
instructions to avoid problem escalation.
6-2-2- SFA after exerting all possible efforts must inform the pilot-in-command with the
situation accurately and objectively.
6-2-3- SFA after being instructed by the pilot-in-command shall fill in the required forms
according to the applicable procedure and ensure correctness and accuracy with
regard to the form. The incident should be reported in details as committed by the
passenger and mentioned by the witnesses' certification if possible.
If he was unable, crew witnesses or any saudia employees who witnessed the
incident should be taken if they were present at the location of the incident during
its occurrence. Pilot-in-command must sign on these forms. “refer to forms
usage”.
6-2-4- According to the pilot-in-command decision to deplane the disruptive / unruly
passenger from the aircraft when the aircraft in flying condition, SFA as per his
observations and other crew to fill in the cabin safety report (CSR) to be
forwarded to safety department as normally done.
6-2-5- All cabin crew are required to strictly adhere to the crew deplaning policy “refer to
crew deplaning policy”.
6-3- Functions & Duties of Station Manager or his Delegate:
6-3-1- During check-in or at the departure lounge or during boarding:
The station manager or his delegate after completion of all possible efforts to
calm the passenger and after assessment of the situation expecting these
offences to constitute a direct threat to the aircraft safety and security or disturb
crew and other passengers, shall prevent the passenger from travel before
boarding the aircraft and shall fill in and sign the required form as per the
applicable procedure and ensure the completion before handing over of “saudia”
security supervisor if available and or to the airport security authorities “refer to
form usage para (8-3)”.
6-3-2- station manager or his delegate shall Co-ordinate with the pilot-in-command when
the aircraft is not flying If the decision has been made to prevent the disruptive
and unruly passenger from travel, the station manager or his delegate shall fill in
the required form as per the applicable procedure and ensure the completion of
all the required information before handing over to “saudia” security supervisor at
the stations where this job exists / or to the airport security authorities “refer to
form usage (8-3)”.
9 -1 -8 AUG 2005
6-3-3- If a passenger was refused to be carried or deplaned due to his misconduct,
station manager or his delegate shall notify / Co-ordinate with “saudia” security
supervisor at the stations where this job exists / or with the airport security
authorities “refer to passengers deplaning procedures”.
6-3-4- Station manager or his delegate ( at the stations where “saudia” security
supervisor post does not exist) immediately after this unruly act occurred shall
send a copy of the report and documentation regarding this case to passenger
sales and services / legal affairs / Co-ordinating center of safety department (C.C.
146/130) and keeping a copy of the report in the station file for replying and
further complaint.
6-3-5 Station manager or his delegate (at stations where “saudia” security supervisor
does not exist) shall immediately Co-ordinate with legal affairs department when
legal claims are available and he should be a direct partner in Co-ordination
between legal affairs department and the concerned authorities or the judiciary
departments until the case is closed.
6-4- Functions & Duties of “Saudia” Security Supervisor at The Stations Where he
is Available:
6-4-1- “saudia” security supervisor shall Co-ordinate with the airport security authorities
in case disruptive & unruly passenger was prevented / deplaned from the aircraft.
6-4-2- “Saudia” security supervisor must ensure that all the information required to be
reported in the form is completed including the necessary signatures before
handing to the airport security authorities “refer to form usage”.
6-4-3- “Saudia” security supervisor immediately after the incident took place shall send
copy of all reports and documents regarding the case and its development to:
Aviation security & OOk stations / legal affairs and safety department Co-
coordinating center C.C. 146/130.
6-4-4- “Saudia” security supervisor shall immediately Co-ordinate with the competent
local security officials to provide legal affairs department with the action taken by
them to enable legal affairs to follow up the case or proceed with legal claims
against the passenger when it deemed to be necessary.
6-4-5- He must adhere to the crew deplaning policy “refer to the crew deplaning policy
“refer to the crew deplaning policy”.
7- Passenger Deplaning Policy:-

Saudi Arabian Airlines general conditions of carriage in respect of air transportation have
the right not to carry any passenger or his baggage for reasons associated with safety if
“saudia” decided due to the following reasonable measures:
a- May cause discomfort or make himself objectionable to other passengers.

b- May involve hazards or risks to himself or to other persons or to property.
9 -1 -9 JAN 2005
c- Because the passenger failed to comply with “saudia” instructions or any other
applicable laws or regulations or order of any state or country to be flown from,
into or over .
When it is decided to deplane passenger from the aircraft, station manager or his
delegate shall take the following action:-
7-1- Notify “saudia” security manager (if available at the station) or the airport security
authorities to deplane the passenger.
7-2- Hand over “saudia” security supervisor (if available) the original copies of the
concerned forms as per the applicable procedure so as to Co-ordinate with the
airport security authorities.
7-3- Notify Government affairs department to take necessary actions to finalize the
visas relevant issues.
7-4- Ensure if the passenger has any baggage (checked/unchecked) so as to be off-
loaded from the aircraft and delivered to the passenger and all necessary
amendments regarding flight documents should be made.
7-5- Return the uplifted flight coupon in addition to airport tax / excess baggage
charges (if applicable) to the passenger.
7-6- provide further assistance needed by the passenger taking into consideration that
any expenses resulting from that should be absorbed by the passenger.
8– Forms Usage:-
8-1 Criminal / Criminal / offensive acts report shall be used on-board the aircraft in
offensive the event of the third level and shall be filled clearly and accurately
Acts by the in-flight services supervisor after the captain decision to
Report deplane the disruptive / unruly passenger taking in consideration the
(on-board) following observations:
the aircraft 1) This form shall only be used when the aircraft is flying.
2) Ensure the captain signature on this form.
3) This form shall include the testimony of witnesses (if possible)
or crew or any saudia staff who witnessed the incident.
4) Shall be filled in Arabic if possible inside the kingdom (KSA).
5) Pilot-in-command / IFS supervisor / saudia security supervisor
(if available at the station) / station manager or his delegate
should all be responsible to ensure the completion of all the
form required information including the signatures before
delivery to the competent authorities.
6) Distribution of copies:
Original (white) to competent authorities .
Yellow copy to in-flight services supervisor.
Pink copy to aviation security & OOK stations or for passenger
sales & services department.
Fax copy to legal affairs department ( 6861768 ).
Fax copy to coordinating center of safety dept (6860169).
9 -1 -10 JAN 2005
8-2 Final Final official warning form shall be used for (second level and it
official should be filled clearly and accurately by the in-flight services
warning supervisor after the captains directive to issue this warning to the
“written disruptive and unruly passenger taking into account the following
warning”. observations:
1) This form shall only be used when the aircraft is in flying
condition.
2) Ensure specifically the type of offence and complete the
information.
3) Ensure the captain’s signature.
4) Provide concerned departments with a copy even if the
passenger ceased his unruly conduct and he was not
deplaned from the aircraft.
5) Distribution of copies:
Original (white) to the unruly passenger.
Pink copy to arrival station / stopover.
Yellow copy to IFS supervisor.
Blue copy to legal affairs department.
Fax copy to Coordinating center of safety dept.(6860169)
8-3 Criminal / Shall be used on airport ground and accurately filled by the station
offensive manager or his delegate and should include the witnesses
Acts Report testimony (if possible) taking the following observations into
(on-ground) consideration:
1) This form shall only be used during check-in or at departure
lounges or during boarding or when the aircraft is on the ground.
2) Ensure signature of the station manager or his delegate on the
form.
3) Saudia security supervisor (when available at the station) or the
station manager or his delegate shall be responsible to complete
all the forms required information including the signatures of the
concerned before delivery to the competent authorities.
“Saudia” manager or his delegate must inform the embassy of the
custodian of the two holy mosques in writing with the reasons of
deplaning Saudi passengers from the aircraft.
• Distribution of Copies:
The original (white) competent authorities.
Fax copy to passengers sales & services (6860288).
Fax copy aviation security & OOK stations (6860464).
Fax copy to legal affairs department (6861768).
Fax copy to Coordinating center of safety department(6860169)
9 -1 -11 JAN 2005
8-4 Air safety This form shall be completed in accordance with information
report received from the captain in case of passenger deplane from the
aircraft when passenger committed an offensive crime whether the
aircraft is in flying mode or not flying.
The form should be sent to the safety department according to the
authorized mechanism.
8-5 Cabin Shall be filled in by the in-flight services supervisor (according to his
safety and crew observations in case of passenger being deplaned from
report the aircraft because of committing an illegal act on-board the aircraft
when it is still not flying. This form should be sent to safety
department as per the authorized mechanism.
9– Crew Deplaning Policy:-

(This policy shall be implemented at the in-kingdom stations only. )
This policy has been established and approved by the government competent
authorities and Saudi Arabian airlines in order not to deplane crew from the aircraft at
the situations where it is not necessary to deplane them and their deplaning from the
aircraft may involve delay of the flight or the crew may not be able to protect his rights
in front of the concerned departments, the thing that does not however mean not to
deplane crew from the aircraft in case his misconduct has been criminally proved
against a passenger or crew ,simultaneously this policy does not give the right or
authority to any crew to direct any assault whether physical or moral (bad words to) to
passengers or crew on-board the aircraft.
9-1- situations where crew deplaning is not compulsory:
Where they are subject to assault during performing their duties by executing applicable
policies or when observing and reporting occurrence of any offenses mentioned in article
No. (4-2).
9-1-1- actions that should be taken in such situations:
a- Cabin crew shall follow approved procedure in these situations by using forms
assigned for these purposes that will cease crew deplaning from the aircraft.
b- “Saudia” security supervisor / or station manager or his delegate (at station where
“Saudia” security supervisor does not exist) shall Co-ordinate with the airport
security authorities to deliver the passenger to them to deliver him to the
competent authorities. General intelligence department at the airport should
immediately be notified with all cases of passenger deplaning.
c- Concerned security departments shall handle and investigate this case and apply
rules and penalties and notify saudia aviation security & OOK stations / or
passenger sales & services departments at the airport by the actions taken to
close this file.
9 -1 -12 JAN 2005
d- Regarding minor offenses committed by cabin attendants and there is a
prosecutor willing to continue his prosecution, in this case it is temporary sufficient
for the in-flight supervisor to prepare a report regarding the case. “Saudia” security
supervisor and or station manager or his delegate (at the stations where Saudia
Security supervisor does not exist) shall handle Co-ordination with the concerned
departments to advise the accused cabin attendant when requested by them to
complete the investigation procedures required later taking into consideration what
has been outlined in para (e).
e- If any of cabin attendant witnessed the case, he should prepare a report of what
he witnessed and this report is temporary sufficient. “Saudia” security supervisor /
or station manager or his delegate at the station where security supervisor does
not exist) shall Co-ordinate with the concerned security department handling the
case and advise the accused cabin attendant when he is requested by the
security department to complete the required investigation procedures later and
advise airport General Intelligence.
9-2- situations that require crew deplaning:

In consideration to what has been mentioned in article No. (9-1-1) para (e), cases that
require cabin attendant to be deplaned when he committed an offensive act with a
passenger or with another cabin attendant where it is committed with a major criminal
offense which should be in accordance with article No. (4-1).
9-2-1- Procedures to be Followed in Such Cases:

a- Pilot-in-command shall notify air traffic controller (tower) / radio operator at the
airport of departure station or at the destination station to notify station manager or
his delegate to advise “Saudia” security supervisor / or to shoulder by himself the
responsibility of informing airport security unit (if Saudia has no security supervisor
at the airport) so as to notify the concerned security authority at the airport
(General Security – General Intelligence) according to the form requirement which
regulates receipt and delivery process of security departments taking into account
the importance of keeping the incident stage & evidences on-board the aircraft
available and identify the eye witness if possible.
b- “Saudia” security supervisor / or station manager or his delegate (at stations
where Saudia security supervisor is not existing) shall Co-ordinate with the airport
security to deliver the approved forms assigned for such situations and other
concerned airport security departments to hand them over to the concerned
security authorities and notify General Intelligence immediately of all cases where
crew were deplaned.
‫‪9 -1 -13‬‬ ‫‪JAN 2005‬‬
‫‪Criminal / offensive Acts Report Form‬‬

‫)‪(On-Board the Aircraft‬‬
‫‪9 -1 -14‬‬ ‫‪JAN 2005‬‬
‫‪Final official warning form‬‬

‫)‪(written warning‬‬
‫‪9 -1 -15‬‬ ‫‪JAN 2005‬‬
‫)‪Criminal / offensive Acts Form (On-Ground‬‬
‫***‬
9 -2 -1 JAN 2005
INADMISSIBLE PASSENGERS & DEPORTEES
A - General:-
Policies and Government regulations vary from one country to the other. Therefore, it is
difficult to implement a unified procedure for handling inadmissible passengers and
deportees for security and political reasons. Station manager shall co-ordinate with local
immigration authorities to be aware of the applicable rules and regulations.
B - Terms:-
1. Inadmissible Passenger:
Means a passenger who is refused admission to a country by authorities of such
country (e.g. due to lack of a visa, expired passport etc.).
2. Deportee:
Means a person had legally been admitted to a country by its authorities or who
had entered the country illegally or who at some later time is ordered by the
authorities to be removed from that country.
3. In-bound Carrier:
Means the carrier on whose flight an inadmissible passenger has arrived in the
country to which he is refused admission.
4. Participating in inbound carriage:

Means all carriers (including the in-bound carrier) involved in an inadmissible
passenger’s continuous through journey from last point of stop-over or point of
origin, as the case may be, to the place at which admission to a country is refused
to the passenger.
5. Outbound Carrier:
Means the carrier on whose flight the passenger is carried from the place at which
admission is refused to him (inadmissible passenger) or from which removal is
ordered by the authorities.
6. Participating in outbound carriage:

Means all carriers (including the outbound carrier) involved in an inadmissible
passenger’s or deportee’s outbound carriage to this destination.
Note: Despite that inadmissible and deportee passengers categories differ in definition,
airlines are dealing with them in the same way.
9 -2 -2 JAN 2005
C - Inadmissible Passengers Procedures (INAD):-
1. If a passenger is declared “Inadmissible” by the Immigration Authorities they may

require “Saudia” to deport him as quickly as possible by the first flight to the
original departure point or any other country accepting his admission.
2. The inbound carrier is responsible for making confirmed reservations for the
deportation or return journey.
3. When an inadmissible passenger holds a ticket covering the routing of the

outbound carriage, on which there are restrictions such as minimum stay, fare
validity, travel together, etc., such restrictions may be waived and the ticket may
be used for immediate outbound carriage. An annotation Restrictions “waived
due INAD” shall be made in the Restrictions/Endorsement “ box of all remaining
flight coupons and the passenger coupon
4. The passenger must be escorted to the aircraft; the passport given to IFS to be
handed over to the ground staff at destination in accordance with the form no.
(08) issued by ICAO which was recommended to use when transporting
passengers back to their point of origin.
5. Make sure that you do not indicate to the passenger that “Saudia” is in any way
responsible for his predicament.
6. Saudia staff at departure stations should inform local authorities that there will be
an INAD passenger either transiting or arriving.
7. The code (INAD) would be used on all messages and (PI) on passenger ticket.
D – Expenses:-
1. When an inadmissible passenger does not hold a ticket covering outbound

carriage, the inbound carrier shall ticket the inadmissible passenger for the
outbound carriage to his last point of stopover. If the passenger would not be
admissible at the last point of stopover, he shall be re-ticketed to his point of
origin.
2. The inbound carrier shall be responsible for the collection from the inadmissible
passenger of the amount of fare or a difference in fare for the ticket issued for the
outbound carriage.
9 -2 -3 JAN 2005
3. The inbound carrier is unable, whether because of law, government regulations
or inability of the passenger to pay, to collect the required fare from the
inadmissible passenger, that carrier shall prorate the outstanding amount of fare
amongst all carriers having participated in inbound carriage in proportion to their
participation in inbound carriage, and in accordance with procedures provided in
the IATA Revenue Accounting Manual.
4. Where the inbound carrier is unable to issue the ticket for the return journey, any
other member may issue the ticket and the inbound carrier shall be responsible
for the full transportation charges. The ticketing Member shall immediately inform
the inbound carrier of the action taken.
5. The inadmissible passenger shall be responsible for any expenses for food, hotel
accommodation and ground transportation incurred by or for him/her at the place
where he/she is refused admission until time of commencement of outbound
carriage.
6. If the carrier incurs any expenses which cannot be collected from the passenger,
they may be absorbed, unless they are more than USD 25, in which case the
costs are to be pro-rated amongst the carriers who participated in the inbound
carriage.
E –Handling of Deportees:-
A deportee means a person who had legally been admitted to a country by its
authorities or who had entered the country illegally, and who at some later time is
formally ordered by the authorities to be removed from that country.
1. Out-Of-Kingdom deportees:
If it happened that authorities of a country have ordered “Saudia” to deport a

passenger not holding a passport or official identification document, following
should be made:
a. Deporting authority shall be responsible for provisioning return ticket according to

valid applicable fares unless conflicting with the existing government policies and
regulations.
b. The carrier issuing the ticket for the outbound carriage shall enter the special
purpose code “DEPA” (accompanied deportee) or “DEPU” (unaccompanied
deportee) after the passenger’s name.
9 -2 -4 JUN 2007
c. Carriers should have the right:
- Of being informed of the reasons for deportation before transporting him.
- Deportee shall have an accompanied representative of the deporting country
with a valid applicable ticket fare.
- Not to accept deportees for carriage on their flights.
d. Any person not holding passport or official identity document must not be
accepted on-board any Saudia aircraft. If it happened that any authority at any
country has ordered “Saudia” to deport any passenger, pilot-in-command should
halt the aircraft and should immediately contact the Saudi Embassy “ and hence
advise the ambassador with the situation.
e. No Carrier is obliged to assume responsibility for a deportee to reach the
destination specified by the deporting authorities.
f. The outbound carrier shall endeavor to obtain confirmed reservations to the
deportee’s destination. If interline carriage is involved, the connecting carrier’s
reservations offices shall be alerted by use of the AIRIMP code(s) “DEPA” or
“DEPU” as applicable in the reservations message(s) in accordance with current
interline reservations procedures.
g. After departure of the outbound flight, the outbound carrier shall immediately
notify its destination station with the following information:
- The name of the deportee followed by “DEPA” or “DEPU” as applicable.
- The complete routing.
- Airline’s and flight number(s)
- Whether escorted or not;
- The destination station shall inform the connecting carrier participating in the
carriage (if known).
2. Deportees Transported from the Kingdom:

When the concerned authority in the Kingdom of Saudi Arabia ordered to deport
passengers on Saudia airlines, they must be subject to a strict security check by
the concerned airport security authorities.
It is necessary to provide them with security guards from aircraft security forces
belonging to special forces of the ministry of interior.
a. Regulations :-
- No limitation to a specific number of deportees but to transport the biggest
possible number of deportees according to potentials and seats available. For
the number of high risk deportees who need to be guarded by security guard
members they must not exceed ( 08 ) deportees per flight so that the number of
security guards should not be less than ( 01 ) guard for ( 04 ) deportees.
9 -2 -5 JUN 2007
- Jeddah sales shall handle all the arrangements associated with flight schedule
and the number of deportees, flight numbers and the timings of departures in
co-ordination with aircraft security forces who will be advised at least 24 hours
prior to departure in order to provide the necessary number of guards to escort
deportees according to their own evaluation .
- Crew schedule planning department is primarily responsible for crew scheduling
to assign them on flights in accordance with operation requirements.
- Yield management system in co-ordination with cabin services and saudia
catering shall supply the aircraft with food and plastic cutleries and other
required services for deportee flights.
- If deportees are to be transported by a fully chartered aircraft, no guard services
shall be made on such flights.
b. Station responsibility :-
- Non-acceptance of any deportees on saudia aircrafts unless escorted by guards
from aircraft security forces of ministry of interior.
- Deportees are not permitted to take their carry-on baggage or their personal
effects such as (Mobiles / purses etc) into the passenger cabin. All their
personal effects should be carried within their checked baggage in the aircrafts
holds.
- Ensure seating of deportees and their guards in the back area of the aircraft
and take all the necessary arrangements to realize that.
- Boarding of deportees and their guards to the aircraft before other passengers
and deplaning them from the aircraft after deplaning all passengers from the
aircraft.
- Inform the pilot-in-command and the senior flight attendant of all the information
regarding the deportees and their seating location in the aircraft.
- In case of flight connections, keep deportees and their guards on-board the
aircraft.
c. Pilot-in-command and senior flight attendant responsibilities :-

- Ensure compliance of security an safety procedures by stations and other
concerned departments in accordance with the policies approved for
transportation of deportees.
- Introduce meals and cold drinks to deportees by using plastic cutleries.
- Organize deplaning process of deportees after deplaning all passengers at
destination station.
- Continuous contact with deportees guards commander to receive their
comments and to relay captain's directives.
9 -2 -6 JUN 2007
d. Deportees escorting guards responsibilities :-
- Not to carry any type of firearms into the aircraft except hand cuffs and electrical
sticks which all precautionary arrangements should be made to conceal from
passenger’s eyes. Guards should be well trained and highly skilled for defense
that no way to be snatched.
- Inform pilot-in-command or senior flight attendant of any incident or comments
during flying and be calm in case of hi-jack and do not make any conduct that
jeopardize aircraft or passenger to any danger without consulting the pilot-in-
command and get his approval.
- Stay with deportees on-board the aircraft and organize their deplaning process
after all passengers deplane at destination station.
- Be careful, alert and do not sleep until reaching the destination station and
deplaning of all deportees.
- Strictly adhere to the specific seats assigned to deportees at the back area of
the aircraft.
- Complete the official travel formalities and any other requirements and return on
the same aircraft if possible.
***
9 -3 -1 JUN 2007
CARRIAGE OF CIVILIAN PRISONERS
A - Number of Prisoners and Their guards:-
1. A maximum of (02) prisoners may be carried on-board any one flight between In-
kingdom cities.
2. There must be at least two armed guard for one prisoner at the flight.
B – Procedure:-
1. The captain and the IFS supervisor shall be advised by Customer Services agent
of the presence of prisoners on board the aircraft.
2. Carriage of prisoners and their armed guards must be in a separate transport to
the aircraft.
3. Boarding of prisoners and their armed guards shall be prior to the boarding of other
passengers.
4. Prisoners and their guards shall be assigned the rear most seats in the aircraft if
they are boarding from originating stations.
5. Prisoners and their guards shall not be seated in the F/C or J/C section or in the
aircraft upper deck.
6. Prisoners must not be seated in a row where an emergency exit is located or aisle
seat.
7. Prisoners and their guards shall be deplaned on arrival at their destination last after
all other passengers have deplaned.
8. Prisoners shall not be allowed to leave their seats without their guards.
9. When a visit to the lavatory is necessary, the guard will escort the prisoner.
10. Prisoners may be served food at the discretion of the guard.
C - Carriage of Prisoner’s Guards with Their Arms On-Board:-

Coordination between prisoner’s guards, Saudia and intelligence authorities shall be
made for carriage of arms according to applicable policies & procedures shown in
section ( 09-04-01 ) .
***
9 -4-1 JUN 2005
CARRIAGE OF FIREARMES AND AMMUNITIONS
A. Introduction:-
HRH the Second Deputy Premier and Minister of Defense and Aviation and The
Inspector General has signed his approval on the procedures established by the
committee assigned to regulate the carriage of firearms and ammunitions on-board
Saudia flights in accordance with the letter No. 1/1/4/8/7/1019 dated 01.01.1420 H.
B. Policy:-
1. It is restrictedly prohibited for any passenger to carry any kind of firearms on-board
“Saudia” flights whether on ground or during flying, airports are considered to be
restricted areas for carrying licensed weapons.
2. Prohibitions shall be enforced for all domestic and international flights.
3. Prohibition involves all “Saudia” ground employees and cock-pit crew and all flight
crew members.
4. Acceptance of firearms shipments to Kingdom of Saudi Arabia shall not take place
unless prior approval obtained from H.R.H Second Deputy Premier and Minister of
Defense and Aviation and The Inspector General.
5. Firearms in this procedure means the following:-
- White weapons such as (swords, Daggers, Knives or any other articles which
may be used for piercing / cutting / smashing or bruising).
- All firearms such as guns, pistols, training and exercising weapons.
- Weapons operated by compressed air.
- Audio/ornament firearms.
- All items whose feature looks like any kinds of firearms.
- Firearms components.
- Ammunitions (bullets).
9 -4-2 JUN 2005
C. Exemptions:-
The following categories are permitted to carry some of their personal firearms (pistols)
and white weapons (Daggers) and hunting guns & firearms used in sport contests
(Arrows, Bows, Guns) on-board “Saudia” domestic and International flights on condition
that weight of ammunition shall not exceed (5) Kgs. as a maximum limit for each
passenger in accordance with the following table:-
FLIGHTS LOADING AREAS

CATEGORIES
DOM. INT’L A/C BAG HOLDS
Military personnel entrusted officially to protect VIP

ü ü
visitors to the Kingdom as instructed by higher
authorities.
Some officials who are permitted by HRH Second

Deputy Premier and Minister of Defense and Civil ü ü
Aviation and The Inspector General to carry white
weapons (Daggers).
Body Guards (Khawees) escorting HRHS and the ü ü

Royal Family members.
Security Forces assigned to guard deportees ü ü

00prisoners.
Military personnel whether or not escorting HRHs

the princes or H.ES Ministers or other officials ü ü
VIPs or those who are assigned official missions
that require carriage of firearms.
Military personnel holding arms owned by ü ü

criminals.
Some citizens who are holding licenses from HRH

the Minister of Interior or HRH his deputy to carry ü ü
their arms on “Saudia” flights.
9 -4-3 JUN 2005
FLIGHTS LOADING AREAS

CATEGORIES
DOM. INT’L A/C BAG HOLDS
Ministry of Foreign Affairs Representative

assigned for this mission and holding
diplomatic immunity in the hosting country and
who is carrying firearms or Ammunitions ü ü
within the political mail to the embassies of
The Custodian of the two Holy Mosques
abroad, provided that a license from the
Ministry or Interior or from HRH the Deputy
Minister of Interior shall be obtained including
the name of the representative (four names)/
his mission / type of firearms and ammunitions
/ name of the country to where the shipment
will be shipped.
Security Forces assigned to guard deportees

prisoners to be handed over to a foreign ü ü
country provided that weapons shall be
unloaded of ammunitions
Saudi diplomats working at the custodian of

the two Holy Mosques embassies abroad after ü ü
official coordination between the Kingdom’s
embassies and Saudia offices. Permission is
only limited to weapons coming from outside
the Kingdom.
Athletic weapons used in international

ü
contests (Guns/Arrows /Spears). ü
VIPs hunting weapons.

ü
ü
9 -4-4 JUN 2005
D. Procedure of carriage of firearms on domestic flights:-
1. Within the check baggage loaded in the baggage hold:-
a- Traffic Control Center agent at check-in counter shall finalize the travel
formalities for the passenger authorized to carry firearms by tagging the
firearms bag containing the weapons and ammunitions which was brought by
“Saudia” and Airport Security representatives and handing over the lower part
of the baggage tag (claim stub) to the passenger after making sure of the
appropriate departure destination taking into account that the passenger bag
is in a good condition and can be firmly locked to carry firearms &
ammunitions. After that, load control agent shall be notified to report this
comment in the load sheet.
b- “Saudia” Security employee shall ensure that the bag is tagged in accordance
with the correct destination and that the passenger had received the claim
stub (the lower part of the baggage tag).
c- Both “Saudia” and airport security representative shall accompany the

baggage containing the firearms and ammunitions to be loaded in the
baggage container considering that all baggage containing firearms and
ammunitions have to be gathered in one container and this should be done in
presence of “Saudia” Security representative on permanent basis beside the
container until the container is locked. In case the number of the bags
containing firearms and ammunition is small, normal baggage can be loaded
in the same container.
d- After positioning all bags in the container, it should be locked and sealed
(should not be opened after sealing unless, “Saudia” Security representative
is present) and then accompanied until delivered to the loading services
supervisor in the bulk area to be loaded in his presence.
e- After receiving the (bag/container) containing firearms and ammunitions, the

loading services supervisor will sign on the form prepared by General
Intelligence department according to attachment form No.(2)as shown on
page (09-04-10).
f- For narrow-body aircrafts which cannot accommodate containers taking into

consideration that baggage trolley will be used (instead of baggage container)
9 -4-5 JUN 2005
allocated for loading firearms bags and after accompanying same to the
aircraft for loading into the aircraft baggage holds according to the location
and identified by the Load Controller.
g- Immediately after flight departure “Saudia” Security employee shall inform the
Duty Manager at departure station with the full information regarding baggage
and ammunitions container such as the container number /number of bag /
tags number / flight number / date.
h- Duty Manager at departure station shall send a telex to the final destination
station and the down-line stations in accordance with the following:-
(QU)
ADDRESSEE : STN....KPSV/KR/KL/AV/(JED/RUH/DMM/MED)
ORIGINATOR : STN....KKSV/(DUTY MGR)
ATTN: DUTY MGR
O/B SV FLT NO.....DATE......CHCKD BAGG (NO. OF PCS.)
IN ULD NO.........OR/HOLD NO.......(FOR NARROW BODY)
UNDER TAG NO................CONTN FIREARMS STP RQST
SV SEC TO MEET FLT AND HNDL AS LAID DOWN
PROCDR STP
RGDS/NAME
i- Duty Manager at destination station shall advise (Saudia Security/Supervisor

loading services/ Baggage Services) to be available in their designated
positions during flight arrival.
j- A record of telexes and documents shall be maintained in the station file.
k- “Saudia” Security agent on receipt of information regarding arrival

of the (bag-container) carrying passengers bags containing firearms and
ammunitions, shall advise Airport Security Operations Office or the Duty
agent at domestic airports to co-ordinate with Ramp Services agent in this
concern.
l- After flight arrival, Loading Services agent shall hand over the (bag-container)
to Saudia Security and Airport Security Representative.
m- After receiving the (bag - container), “Saudia” Security and Airport Security
agents shall accompany the suitcase to the baggage claim area.
9 -4-6 JUN 2005
n- “Saudia” Baggage Services Agent, “Saudia” Security Agent and Airport
Security representatives shall deliver the suitcase to the passenger against
signature.
o- Stations where no security offices exist, Saudia Manager or his delegate and
the Airport Guard unit shall handle the said procedure. In all cases if “Saudia”
Manager or his delegate receive any information about firearms shipment, he
shall advise In-Kingdom Security Stations department at Jeddah C.C. 157,
Fax. No. 6864781.
p- “Saudia” Security department shall maintain records of delivery / receipt
firearms and ammunitions forms to the passengers and these forms shall be
provided by Saudia Security offices.
E. Procedure of carriage of firearms on international flights:-
1. Within checked baggage at aircraft baggage holds:-
- Procedure outlined in para (1) page (4) regarding carriage of firearms within the
checked baggage loaded in the baggage hold shall apply for international flights
departing from Kingdom of Saudi Arabia.
- For sending back firearms for categories permitted to carry firearms to the
Kingdom on international flights, the same procedure regarding carriage of
firearms within the checked baggage inside the aircraft baggage hold shall apply
(The form mentioned and attached to this procedure is not required). Station
Manager or his delegate shall ensure the possession of the required licenses
and the co-ordination with the local authorities and the embassies of the
custodian of the Two Holy Mosques abroad.
F. Irregularities: -
1. In case of involuntary re-routing:-
- When departure station received information from Flight Operation department

advising re-routing of the flight due to emergency conditions, Station Manager at
departure station or his delegate shall send a telex containing all the information
about the firearms/ammunitions (bag-container) to the involuntarily arriving
station.
9 -4-7 JUN 2005
- When Station Manager or his delegate receive the telex regarding involuntary
re-routing, he should ensure that the (bag-container) is not off-loaded and is still
in the aircraft until the new flight departure timing.
- In case of flight cancellation and passenger baggage was decided to be off-

loaded, Station Manager or his delegate shall inform Saudia Security
representative and Airport Security about the firearms (bag-container) for
delivery to the passenger after taking his signature.
2. In case of equipment change:-
Station Manager or his delegate shall inform “Saudia” Security and airport
Security Representatives when equipment change occurs to co-ordinate with
Loading Services the firearms and ensure loading in the other aircraft baggage
hold and take signature of Supervisor Loading Services.
3. If the passenger failed to join (FTJ) after finalizing his travel formalities:-
- Baggage Reconciliation System (BRS) procedures shall apply and the firearms
and ammunition bag must be off-loaded from the aircraft hold.
- Notify “Saudia” Security and airport Security representative.
- Loading Services and Ramp Services agent shall accompany the bag along with
Saudia Security and Airport Security representative to the baggage claim area.
- Baggage Services agent shall receive the bag from the Airport Security and
Saudia Security representative and deliver it to the passenger after obtaining his
signature.
- If the passenger is not available to receive the bag, it should be delivered to

intelligent department.
‫‪9 -4-8‬‬ ‫‪JUN 2005‬‬
‫) ‪ATTACHED FORM NO.( 01‬‬
‫‪9 -4-9‬‬ ‫‪JUN 2005‬‬
‫) ‪ATTACHED FORM NO.( 02‬‬
‫***‬
9 -5 -1 MAY 2006
AIRCRAFT SECURITY GUARDS
A. General:-
These procedures established to streamline acceptance and carriage of this important

category by booking and assigning seats for them on "Saudia" flights to facilitate the
accomplishment of their objectives at "Saudia" stations where such category is required.
Procedures outlined in this bulletin considered as supplementary information to the
previous procedures agreed for between the concerned departments regarding
dedication and reservation of airport security guards seats.
B. Policy:-
Duties and responsibilities of all concerned departments involved in procedures of

acceptance and carriage of aircraft security guards by( reserving and assigning their
seats) in accordance with number of requested seats pursuant to the aircraft type must
be properly accomplished to avoid interruption to" Saudia" operations.
C. Seat Assignment:-
A/C Type Exit Doors Location Assigned Seats

B 747-168 L1/L2 15ABC & 30ABC
B 747-368 L2 30ABC & 31ABC
B 747-468 L2 30ABC & 31ABC
B 777 Nearest to L1 32DEFGHJ
AB-300 L2 30AC/JL & 31AC
MD-90 L1/L2 31JL & 66JL
D. Procedures:-
1. The role of (IFS) Crew Utilization Department:
•
In accordance with the existing agreed mechanism, send number of seats
requested for aircraft security guards (XXMEC), to yield management
system (YMS) ) to the telex code (JEDQQSV)
2. The role of Yield Management System.
• Make reservation for number of requested seats under the code (XXMEC) in
accordance with the telex received from IFS crew utilization (JEDOKSV) as
per the existing agreed mechanism.
9 -5 -2 MAY 2006
3. The role of airport automation department (DCS):
• Take the necessary action to prevent appearance of the seat numbers

assigned for aircraft security guards in the reservation seat plan in order to
not to be assigned by reservation employees for passengers during advance
seat selection.
4. The role of aviation security:
a. At security guards base stations:
1) In case of the actual number of seats needed on the return flight , before
08 hours from the departure time are less than the original requested
seats, a telex should be sent directly to crew utilization during the official
working hours (JEDOKSV) and (JEDOISV) with a copy to the station
(SM/KK) indicating total number of seats.
2) If the change in the original seats request is outside the official working
hours, a telex should be sent only to (JEDOASV) with a copy to the
station(SM/KK) indicating total number of seats.
3) If the change in the original seats request is in less than 08 hours from the
departure time of the return flight, a telex should be sent directly to the
concerned station (SM/KK) indicating total number of seats.
5. The role of stations:
a. Originating station (Departing flight):
1) Review passengers name lists 24 hours prior to the departure time for all
flights at which aircraft guards are booked under the code (XXMEC)
,taking into consideration advance opening of the flights during HAJ and
peak season.
2) Protect and allocate assigned seats for this category.
c. Departing station(Return flight):
1) Review telexes received for aviation security department regarding the

changes in the number of seats requested for aircraft security guards on
the return flight.
2) Assign seats for the actual traveling aircraft security guards on the return
flight and issue their boarding passes.
3) Release the protection of unused seats for use by other passengers.
***
9 -6 -1 JUN 2007
SECURITY PROCEDURES FOR FLIGHTS

OPERATING FROM/TO USA
A. General :-
Procedures, regulations and matching criteria outlined in this section have been
established to assist stations to apply security procedures required to operate flights
to / from USA in accordance with laws and instructions issued by Transportation Safety
Administration (TSA) to comply with Emergency Amendments (EA) issued in this
concern. For your information all acceptance process for passengers originating from
domestic station to USA, acceptance of their baggage and issuance of their boarding
passes will be from connecting stations (JED/RUH/DMM) only. For passengers
originating from international stations, their baggage shall be accepted as interline
baggage, while their boarding passes for the connecting flight shall be issued from the
connecting stations. Hence, originating stations must send a telex to the connecting
station indicating the number of pieces of baggage, tag numbers and the location in the
aircraft holds to enable connecting station apply the security procedures.
B. Stations responsibilities:-
1. Main stations (JED/RUH/DMM):
a) Before check-in process:
1) Dedicate check-in counters for handling of passengers traveling to USA.
2) Assign dedicated staff from security, government liaison and passenger
services to finalize the required procedures for USA flights.
3) Assign dedicated area for screening departing and connecting passengers'
baggage.
4) Co-ordinate with the concerned airport security department regarding
screening of checked / cabin baggage.
5) Co-ordinate with (GSS) regarding sorting out and sending of connecting
passenger baggage to the screening area for security procedures.
b) During and after check-in process:
1) Open the flight 4 hours prior to departure time.
2) Allow only one piece of cabin baggage for each passenger and ensure that
cabin baggage tag is affixed on it.
3) Close the flight one hour prior to departure.
C. Security matching on the passenger list:-

1. Matching criteria:
a) Comparisons must be conducted against the most recent No-Fly list/Sellectee
by using YMS program.
9 -6 -2 JUN 2007
b) Patterns in name order must be considered (i.e. last name, first name, middle
name or first ,last ,middle name…etc).
c) Variation in spelling must be considered( i.e. Mohammed, Muhammad,
Mohamed, etc)
d) Honorifics (e.g. Mr., Capt., and Dr.) must not be used as part of the name
check.
e) Identifying data (e.g. date of birth, social security number, passport number
and country of issue) when available, must be used when conducting the No
Fly list comparison.
f) A person is considered a match if his individual name and at least one piece
of corresponding identifying data in the flight reservation system or identifying
information offered by the passenger matches a name and at least one piece
of corresponding identifying data on the No fly list.
g) Cleared column (records with minus numbers) of the No fly list for individual
who bears a name that is the name as, or similar to, a name on the No fly List
D. Security matching procedures:-

1. The role of IK mainline stations (JED.RUH.DMM):
a) Conduct a comparison of the passenger available identifying data in the system

and any available identifying information offered by the passenger, with the
most recently issued No-FLY list including data in the cleared column received
from YMS.
b) If the data provided by the passenger matches the data provided in the cleared
column of the No-Fly List, the passenger may be accepted for transportation
and must not apply any of the procedures in item (d) below.
c) If the name and one piece of corresponding identifying data match information
provided on the No-Fly List but there is other information provided by passenger
that does not match information on the No Fly List (e.g. passenger's name and
date of birth match, but passport number does not, procedures in item (d) below
must be carried out.
d) If there is a tentative match to the NO-FLY LIST, (according to the matching

criteria mentioned in item C/1 above), passenger must be denied transportation
along with any other individual(s) accompanying the passenger, including their
accessible property and checked baggage, until that individual is determined
not to be the individual identified on the No-Fly List through the following
process:-
9 -6 -3 JUN 2007
1) Customer services supervisor shall deny transportation of the
passengers and Contact and notify the station manager or his designee
with all the information about the passenger.
2) The station manager or his designee shall immediately contact the

assigned SV safety/security personnel and provide him with all the
information about the passenger.
e) If safety/security assigned personnel informed the station manager that it is

unable to confirm that the passenger is a match, or is unable to clear the
passenger, station manager must carry out the following procedures:
1) Consider the passenger and any other individual(s) accompanying the

passenger as sellectee and ensure that they are subjected to sellectee
procedures.
2) Notify immediately safety/security assigned personnel if the passenger

is listed in the sellectee list to carry out the required procedures and
determine if the passenger can or cannot travel.
f) Maintain a record of every flight that operated with an individual who was
cleared to fly with these clearance procedures.
g) Records should be retained in the station for a minimum of sixty (60) calendar
days.
2. The role of the security/safety assigned personnel:
a- Contact the TSIS watch at (703) 563-3650.

b- If he is unable to contact the United States legal attaché, notify the TSIS
Watch and provide to contacts above with The following information:
- The name of the passenger who is or may be match
- Flight number
- Date and scheduled departure time of the flight
- If available, the passengers date of birth. passport number
- Station contact name and callback phone number
c- If the TSIS Watch notifies the safety/security assigned personnel that the
passenger is a match, he must immediately notify the station manager for not
to transport the passenger.
d- If the TSIS Watch notifies the safety/security assigned personnel that it is
unable to confirm that the passenger is a match, or is unable to clear the
passenger, he must inform the station manager to go through the sellectee
procedures.
9 -6 -4 JUN 2007
3. The role of the USA stations:
a) When passenger arrive at the airport for check-in , customer services
agent must carry out the same procedure as mentioned in items (D1/a &b
above)
b) Customer services supervisor shall deny transportation of the passengers
and carry-out the following responsibilities:
1) Contact the FSD or FSD designee, who will, when he/she deems
appropriate, alert other aircraft operators and air carriers at that
airport of the situation.
2) Contact the appropriate LEO and provide the responding LEO with all
available corresponding identifying data and identifying information
offered by the passenger to determine if the individual is a match.
3) If the LEO determines there is not a match, the passenger can be
accepted for transportation.
4) If the LEO determines there is or may be a match( that is, verifies that
the individual name and at least one piece of corresponding
identifying data in the flight reservation system or identifying
information offered by the passenger matches a name and at least
one piece of corresponding identifying data on the No fly list. If
provided) the supervisor must not accept the passenger for
transportation and immediately contact:
- The FBI Filed Office that is closest to the point of departure; and
- The TSIS Watch at 703-563-3650.
c) The customer services supervisor must provide the following information to
the contacts mentioned above:
- The name of the passenger who is or may be match;
- Flight number;
- Date and scheduled departure time of the flight;
- If available, the passenger date of birth, passport number and
country of issue, and any other available biographical data; and
- An air carrier contact name and callback phone number.
d) The TSIS Watch, in coordination with an on scene LEO and/or FBI Filed
Office (as appropriate) will review the information provided by the air
carrier.
e) If the TSIS Watch notifies the station supervisor that the passenger is a
match, the supervisor must not transport the passenger.
f) If the TSIS Watch notifies the supervisor that the passenger is not a match,
the supervisor may transport the passenger.
g) If the TSIS Watch notifies the supervisor that it is unable to confirm that the
passenger is a match, or is unable to clear the passenger, the supervisor
must :
9 -6 -5 JUN 2007
- Designate the passenger and any other individual(s)
accompanying him as a selectee who must undergo selectee
screening procedure: and
- Ensure that the passenger and any other individual(s)
accompanying him are subject to selectee screening in
accordance with the EA 1546-01-09 series prior to allowing the
passenger, including their accessible property and checked
baggage, on board the aircraft.
h) Maintain a record of every flight that operated with an individual who was
cleared to fly with these clearance procedures
i) Records should be retained in the station for a minimum of seven (7)
calendar days.
***
‫‪JAN 2005‬‬
‫‪CHAPTER TEN‬‬
‫‪BAGGAGE‬‬
JUN 2007
CONTENTS
CHAPTER TEN: BAGGAGE

10-01-01 CHECKED BAGGAGE

§ GENERAL ……………………….………………………......… 10-01-01
§ BAGGAGE ACCEPTANCE GOLDEN RULES …………… 10-01-01
§ ITEMS PROHIBITED AS BAGGAGE ……………...………..10-01-02
§ ACCEPTANCE OF CHECKED BAGGAGE ...……….…..… 10-01-02
§ CHECKED BAGGAGE ALLOWANCES ...……….……...…. 10-01-04
§ POOLING OF BAGGAGE ………………………….……...… 10-01-04
10-02-01 BAGGAGE TAGS

§ GENERAL ……………………….…………………………...… 10-02-01
§ TYPES OF BAGGAGE TAGS ....…………………………..…10-02-01
10-03-01 EXCESS BAGGAGE

§ GENERAL ………………………..…………………………..… 10-03-01
§ EXCESS BAGGAGE CALCULATION ….………………..…. 10-03-01
10-04-01 SEAT BAGGAGE

§ GENERAL ………………….....…..…………………………..…10-04-01
§ PROCEDURS ……………………………....………………..…10-04-01
§ CHARGES OF SEAT BAGGAGE...………………………..….10-04-02
10-05-01 EXCESS VALUATION CHARGES

§ GENERAL ……..…………….…..…………………………..… 10-05-01
§ EXCESS VALUATION CHARGES FOR
DOMESTIC FLIGHTS …………………....………………..… 10-05-01
§ COLLECTION OF EXESS VALUATION CHARGES…….… 10-05-02
§ EXCESS VALUATION CHARGES FOR
INTERNATIONAL FLIGHTS ……………………………..…. 10-05-03
MAY 2006
CONTENTS
CHAPTER TEN : BAGGAGE
10-06-01 CARRIAGE OF PETS

§ GENERAL …………………………….……………………..… 10-06-01
§ POLICY ……………………………………………………..… 10-06-01
§ CONDITIONS …….………………….……………………..… 10-06-01
§ PROCEDURES ……………………………………………...… 10-06-02
§ CHARGES OF PETS …………………..…………………..… 10-06-03
§ CAGES SPECIFICATION ……….………………………..… 10-06-03
§ PASSENGERS CARRYING FALCONS .………………..… 10-06-03
10-07-01 DANGEROUS GOODS

§ GENERAL …………………………….……………………..… 10-07-01
§ POLICY ……………………………………………………..… 10-07-01
§ RESTRICTED ARTICLES IN BAGGAGE ……….……..… 10-07-01
§ ITEMS CARRIED WITHOUT PRIOR APPROVAL ….…..… 10-07-02
§ ITEMS CARRIED WITH PRIOR APPROVAL…..………..… 10-07-03
10-08-01 BATTERY OPERATED WHEEL CHAIRS

§ GENERAL …………………………….……………………..… 10-08-01
§ POLICY ……………………………………………………..… 10-08-01
§ PROCEDURES ……………………...……………………...… 10-08-01
10-09-01 CARRIAGE OF LIQUIDS

§ AS CHECKED BAGGAGE ………....……………………..… 10-09-01
§ AS CABIN BAGGAGE ……………………………………..… 10-09-01
10-10-01 UNCHECKED BAGGAGE

§ GENERAL ………………….……………………..……......… 10-10-01
§ FREE CARRY-ON ITEMS ………………………………..…. 10-10-01
§ CABIN BAGGAGE ………………….....…………………..… 10-10-02
§ MONITORING OF CABIN BAGGAGE ............................… 10-10-02
§ CABIN BAGGAGE TEST UNITS ………………………..… 10-10-03
10 -1 -1 JUN 2007
CHECKED BAGGAGE
A - General:-
- As per IATA definition in “The general conditions of carriage, baggage means
such articles, effects and other personal property of passenger which are
necessary or appropriate for wear, use comfort or convenience in connection with
the trip.
- Checked baggage is also called registered baggage received from the passenger
and carried in the cargo compartment of the aircraft and not accessible to the
passenger during the flight which is labeled with special baggage tag showing the
destination and serial number a part of which is to be handed over to the
passenger to facilitate identification of baggage. These stubs must be collected
from the passenger at the arrival stations.
- For health and safety reasons and to comply with the international policies to
accept baggage Saudia has decided to implement the maximum piece limit weight
for checked baggage ( 32 kgs ) equivalent to ( 70 lb ) .
B - Baggage acceptance golden rules:-

1. Ensure that auto baggage printers are feeded with baggage tag rolls. For non-
automated stations make sure that manual baggage tags are available according
to the destination.
2. Make sure that baggage identification tags are available on check-in counters such
as (F/C, J/C, Cabin baggage, Name label, incapacitated passengers, UMS).
3. Remove the old baggage tags from the passenger baggage.
4. Make sure to affix Limited Release tag when baggage conditions require that.
5. Don't accept the loose baggage unless it is properly packed.
6. Make sure that all passenger’s baggage both checked and unchecked are placed
on the scale. Enter the weight of the checked baggage together with the number of
pieces in the appropriate box on the flight coupon. Identify the passenger’s
unchecked baggage by tagging it with a cabin baggage tag if it is according to the
specification.
10 -1 -2 JUN 2007
7. Place emphasis on passenger to the importance of reading the dangerous goods
poster to avoid carriage of prohibited articles within his checked baggage.
8. Confirm the passenger’s final destination and tag the baggage to the
appropriate destination.
9. Collect the excess baggage charges according to the applicable tariffs

(weight/piece concept) if there are any, taking into consideration that excess
baggage must be assessed at the departure station. If the passenger complains,
be a good listener and adhere to the corporate policy the excess baggage value in
a courteous and tactful manner.
10. Transfer baggage from scale and forward to the holding area. Prepare your self for
the next passenger.
C - Items prohibited as baggage:-
1. Items which are likely to endanger the aircraft or persons or property on board the
aircraft, such as those specified in the International Civil Aviation Organization
(ICAO) Technical Instructions for the safe Transport of Dangerous Goods by Air
and the International Air Transport Association (IATA) Dangerous Goods
Regulations.
2. Items which are prohibited by the applicable laws, regulations or orders of any
state to be flown from, to or
3. Items which in the opinion of Saudia are unsuitable for carriage by reason of their
weight, size or character, such as fragile or perishable items;
4. Firearms and ammunition except for those mentioned in chapter (09-04-

01)Weapons such as antique firearms, swords, knives and similar items may be
accepted as checked baggage, in accordance with Saudia regulations, but will not
be permitted in the cabin.
5. Following items shall not be included in checked baggage (fragile or perishable

items, money, jewelers, precious metals, silverware, negotiable papers, securities
or other valuables, business documents, passports and other identification
documents or samples). In case the baggage contained like this items, Saudia will
not be liable for loss or damage for any of such items.
10 -1 -3 JUN 2007
D - Acceptance of checked baggage:-
1. Baggage shall only be accepted at Check-in counters on the specified day of
travel upon presenting a valid ticket during the time of check-in.
2. Baggage may be registered and checked to :-
- The destination shown on the ticket.
- The connecting point where the passenger is willing to receive his baggage.
- The point where the passenger reservation was confirmed or requested in case
the passenger has connecting flights.
- The point where the connecting flight via a different airport.
- The point where customs clearance is required.
NOTE: Government Regulations and rules should be taken into consideration when
accepting baggage and ensure that passenger is holding a valid transit or entry
visa if required.
3. Checked baggage pieces shall be accepted if not exceeding the maximum
permitted pieces limit weight ( 32 kgs ) equivalent to ( 70 lb ) on all domestic and
international flights in accordance with the following procedures:
- Weighing passenger baggage and ensure it is not exceeding the maximum
permitted piece limit weight.
- If the piece weight exceeds (32 kgs) the passenger shall be asked to repack his
baggage in such away not to exceed the maximum permitted weight limit.
- In case there is a piece that can not be broken down such as ( musical
instruments / electrical wheel chairs /pets as baggage / sporting equipments / TV
news cameras / commercial spare parts / diplomatic baggage ) check-in agent
shall ensure that passenger has already inform Saudia during reservation that his
baggage can not be broken by displaying commented passengers ( SSR )
message.
- Affixing heavy baggage tag stock number (935-6610) on pieces weighing (from 23
kgs to 32 kgs) and register weight along with checked baggage tag. .
- Addition of a notice in the passenger record to be sent in the (PSM) message to
advise the arrival station with the presence of heavy baggage that can not be
broken down to take the necessary handling procedure by using the following
entry :
( 1/C # 01 PC OF BAGS(MUSICAL INSTRUMENTS TTL WT 45KGS) #
4. Sporting equipment shall be accepted as checked baggage if it is properly packed
or inserted in special bags and its weight shall be counted as a part of free
checked baggage allowance, in case the weight is more than the free baggage
allowance excess baggage charge shall be collected as Saudia policy.
10 -1 -4 JUN 2007
E - Checked baggage allowances:-
CHECKED
FREE BAGGAGE ALLOWANCE FOR EACH CLASS
BAGGAGE ENTITLED
FIRST CLASS BUSINESS GUEST
CONCEPT CATEGORIES
CLASS CLASS
All passenger
from /to K.S.A
Weight
concept
except flights
40 Kgs 30 Kgs 20 Kgs
originating from
U.S.A.
2 pieces the total 2 pieces the 2 pieces the total All passengers
dimension of total dimension dimension of departing from
each piece of each piece each piece K.S.A. to U.S.A
should not should not should not and V.V.6th
exceed 158cm exceed 158cm exceed 158cm freedom
(62 inch). Weight (62 inch). (62 inch). passengers
of each piece Weight of each Provided that the originating their
Piece
concept
should not piece should total dimension flights from USA
exceed 32 Kgs. not exceed 32 of two pieces and resume their
Kgs. should not journey via KSA
exceed 273 cm to their final
(107 inch). destination and
Weight of each also applies to
piece should not their return
exceed 32 Kgs. journeys.
F - Baggage pooling:-
- If two or more passengers presented them self for check-in at same time and
same flight for same destination, they shall be permitted the total free baggage
allowance of their individual allowance combined even whether by weight or piece
concept if their class of travel is different.
- This rule applies only to calculate the total free baggage allowance for the group,
for compliance with baggage reconciliation. Every individual passenger baggage
should be checked-in and tagged against him except for the family group.
- Passengers should be discouraged to accept and check other passengers
baggage with their baggage.
- Pooling of baggage should be used for small and real group of passengers
traveling together.
- Passengers and staff traveling should be notified not to accept any other
passenger baggage as such behavior may cause serious security problem.
***
10 -2 -1 JAN 2005
BAGGAGE TAGS
A - General:-
A baggage tag means a document issued by “Saudia” solely for identification of portion
checked baggage including the particular article of checked baggage and the portion
given to the passenger or attached to his ticket.
B -Types Of Baggage Tags:-
1. Automated Baggage Tags No.( 935-6961 ) contains the following portions:

a- Baggage tag numbers portion.
b- Passenger information (Name/Security number) portion.
c- Destination information portion.
d- Baggage information (Baggage identification/Claim process) portion.
e- Baggage reconciliation portion.
2. Non-Automated Baggage Tags:-

They are preprinted tags containing the same information shown on automated
baggage tags and they are used in non-automated stations and may be ordered
from saudia stores as per each tag S/N according to the following:
a- International baggage tags No. ( 935-6327 ):
‫‪10 -2 -2‬‬ ‫‪JAN 2005‬‬
‫‪b- Domestic baggage tags No. ( 935-6358 ):‬‬
‫‪c- International blank baggage tag No. ( 935-6324 ):‬‬
10 -2 -3 JAN 2005
d- Limited Release Tag:
1. Purpose of using limited release tag to limitation of carrier liability when

acceptance conditions are identified as marked on the appropriate box of the
tag and draw the attention of the Ground handling Agents that such baggage
needs special care during the handling.
2. To be used during check-in when baggage condition is fragile or perishable or

loaded in cartons or packing inadequate. If the baggage accepted from the
passenger and the time was not sufficient to load such baggage on same
flight or name and address label is not affixed to his baggage.
3. If the passenger presented his baggage for check-in and was damaged or
fragile or broken, then passenger should be informed that Saudia does not
accept such baggage and the reason for that. In case such baggage is to be
accepted, check-in agent should explain to the passenger Saudia conditions
of acceptance. When passenger accepts Saudia condition of carriage, a
limited release tag is to be filled as follows:
- Mark (X) on the appropriate box at the back side of the tag according to the
actual baggage condition.
- After completion of the baggage tag, passenger must be asked to sign in the
signature box.
- Check-in agent must sign in the signature box.
- Carbonized back side has to be detached and stuck to the passenger ticket
cover.
- The front side has to be affixed to the checked baggage as normal.
- When auto-baggage tag is to be used with limited release tag on the back
side, same method should be used for filling the boxes of the tag.
- This baggage tag should not be used contrary to the purpose designed for
or in lieu of any other tag.
4. If the passenger does not agree with the conditions of the limited release
carriage, the agent should politely apologize to the passengers on behalf of
Saudia for not accepting such baggage.
10 -2 -4 JAN 2005
5. If the dimension of such baggage agrees with carry-on baggage limitations,
then the passenger can be allowed to carry it as cabin baggage.
6. Types Of Limited Release Tag:
- Limited Release Tag (935-6640)(International and Domestic)

- Auto Baggage Tag with Limited Release Tag on backside (935-6894)
Sample of Limited Release Tag (935-6640)
10 -2 -5 JAN 2005
3. BAGGAGE IDENTIFICATION TAGS:
a- NAME AND ADDRESS LABEL (935-6649).

“Saudia” will provide a self-adhesive name and address labels to be used by
passengers for identification of their checked baggage. The labels are attached
in each passenger ticket for his use. The labels should be supplied in the sales
offices and check-in counters, also passenger should be directed & assisted
while filling the labels on the following:-
- The passengers should write the name and address on the labels and to be
affixed to all pieces of checked baggage .
- The name on the tag must be the same as the name on the passenger
ticket.
- The passenger should write his name clearly and his possible contact
address and telephone number.
- The passenger will be requested to affix name label to the lining inside and
outside of each pieces of his baggage.
- If the passenger refused to affix name and address label, baggage shall be
accepted by limited release tag.
10 -2 -6 JAN 2005
b- CONNECTING BAGGAGE IDENTIFICATION TAG (International/

Domestic) (935-6886):
c- FIRST CLASS PASSENGER BAGGAGE IDENTIFICATION TAG (935-6639):
This tag is designed to identify first class passengers checked baggage in order to
receive first priority off-loading and deliver at the destination station.
10 -2 -7 JAN 2005
d- BUSINESS CLASS PASSENGERS BAGGAGE IDENTIFICATION TAG
(935-6827):
This tag is designed to identify business class passenger checked baggage to
ensure priority of loading and unloading with or just after first class passengers
baggage.
e- HEAVY WEIGHT BAGGAGE IDENTIFICATION TAG (935-6610):

This tag is to be used to distinguish heavy baggage whose weight exceeds (32)
Kgs to avoid any damage or injury during handling such baggage at any handing
stage to. The weight of piece must be shown when using this tag.
10 -2 -8 JAN 2005
f- INCAPACITATED BAGGAGE IDENTIFICATION TAG (935-6704) :
The purpose of this tag is to identify incapacitated passengers baggage to render

distinguished service while loading and off-loading in the same manner as first
class and business class. This tag should be attached to all baggage.
g- UNCHECKED BAGGAGE IDENTIFICATION TAG (CABIN BAGGAGE)

(935-2050):
This tag is to be attached to any unchecked baggage carried by the passenger into
the cabin. It should be validated by the check-in agent with the flight number and
date.
10 -2 -9 JAN 2005
h- UNACCOMPANIED MINOR IDENTIFICATION TAG (935-6830):
The purpose of this tag for easy identification of unaccompanied minor baggage
and quick handling upon arrival.
i- HAJ BAGGAGE IDENTIFICATION TAG (935-6713):
The purpose of this tag is to identify Haj passengers baggage for smooth
handling on scheduled combined haj and normal passenger flights.
10 -2 -10 JAN 2005
j- BATTERY OPERATED WHEELCHAIR BAGGAGE IDENTIFICATION TAG NO.

(935-6975 ) :
The purpose of this tag is to identify and facilitate the handling of battery operated
wheelchairs upon arrival.
10 -2 -11 JAN 2005
k- REROUTING STICKER FOR INTERLINE BAGGAGE TAG NO. (935-6996 )
( 12/04) :
In the event that a revised itinerary or short tagged must be specified for a bag
after issuance of the baggage tag ,the original baggage tag and baggage tag
number should be retained ,the human readable portions of the tag should be
revised to reflect the itinerary using rerouting stickers covering the
(TO/VIA/AIRLINE/FLIGHT) field. Revised baggage transfer messages and/or
baggage sortation messages should be transmitted.
Original tag
Sticker
***
10 -3 -1 JUN 2007
EXCESS BAGGAGE
A - General:-
- Excess baggage shall be collected for the excess amount of baggage over than
the free baggage allowance according the class of travel.
- Excess baggage must be assessed and collected during check-in at departure
station.
- Excess value should be collected against issuance of excess baggage ticket
during check-in.
- For more information regarding issuance of excess baggage ticket refer to chapter
(02/05/01)
B - Excess baggage calculation:-
CHECKED
BAGGAGE EXCESS BAGGAGE VALUE
CONCEPT
WEIGHT Charged as 1.5% from one way adult Guest class published fare per
CONCEPT each kilogram
Piece Weight More than Any of the 2 Any piece exceed 203 Cm
more than 32 two pieces. pieces more and / or 32Kgs. (Shall not
Kgs. than 158 cm be carried as checked
and less than baggage unless prior
203 cm. arrangement made)
Shall be weighed and

PIECE shall be charged at 3
CONCEPT times the applicable
SAR 76.00 or SAR 520.00 excess baggage charge
SAR 1040.00
USD 32.OO or USD (SAR 76) for the first 45
or USD 276.00
for each kg. 138.00 Kgs. or fraction thereof
For the excess
for each and for each additional 10
piece.
excess piece. Kgs.or fraction thereof
one additional excess
baggage charge (SAR
76) shall be applied.
***
10 -4 -1 JAN 2005
SEAT BAGGAGE
A - General:-
1. Saudia has the right to allow the carriage of baggage on aircraft seats and to
decide classification of baggage according to its weight, size and nature.
2. Articles of baggage requiring special care should not be checked in or carried in the
baggage compartment.
3. Seat Baggage is a service which assures the passenger of the seat transportation
or fragile or bulky baggage.
4. This service is proved to be for passengers traveling only on “Saudia” and for
“Saudia” portion of interline trips.
5. Seat Baggage must not be used for the purpose of transporting live animals.
6. Baggage carried on passenger seat should not be sharp-ended.
B - Procedures:-
1. A passenger must reserve a seat in advance for the purpose of a seat baggage
according to normal reservation procedures.
2. Check-in agent must ensure that additional seat is reserved for the baggage when
the passenger present him self for check-in.
3. Check-in agent must ensure that total weight of seat baggage shall not exceed
(75kgs), provided that each baggage weight shall not exceed (35kgs) and total
dimension shall not exceed (80inc).
4. When deciding to accept a seat baggage, check-in agent should consider the
consequent impact on the comfort and safety of other passengers.
5. Seat baggage must not be assigned in a seat next to an emergency door or to

obstruct movement of other passengers.
6. The passenger will carry and place the seat baggage aboard the aircraft in the next
seat assigned to him, when required stations should provide assistance to the
passenger for loading/off-loading of seat baggage to and from the aircraft.
10 -4 -2 JAN 2005
7. Seat baggage must be secured in the seat by a seat belt.
C - Charge for Seat Baggage:-
1. The charge for each seat occupied by such baggage shall be the fare which would
have been charged to a passenger occupying such seat for the applicable travel.
2. If the seat baggage will occupy more than one seat the passenger must be charged
for the number of seat occupied.
3. The passengers checked baggage allowance shall not be increased when using
this facility.
4. Child or other rebated fares such as spouse, agent, or ships crew may not be used.
***
10 -5 -1 JAN 2005
EXCESS VALUATION CHARGES
A - General:-
1. Excess valuation increase the carriers maximum liability on the declared value
based on the weight of the checked baggage.
2. Excess valuation charges must not be considered as premiums for insurance, as

they represent mere the increase for the corporations baggage liability limit up to
the amount declared by the passenger.
3. No higher valuation can be declared by any one passenger, that will bring the
total value to more than SAR 17 100 or to its equivalent.
4. Liability in the amount of excess value declared is not guaranteed merely by the
payment for the corresponding valuation charges as all claims are subject to
proof of the actual value and negligence of the carrier.
5. Passengers must be informed of “Saudia” baggage liability limits when excess

valuation charges are made.
6. No excess valuation charged on pets.
7. Do not interline baggage on which excess valuation charges have raised. When
On-line transfer is involved, telex the transfer station with the location of the
baggage on the aircraft hold.
8. The carrier has the right but not the obligation to verify in the presence of the
passengers, the contents but not the value of the baggage.
9. Passengers baggage should contain personal effects only.
10. The following articles will not be accepted for excess valuation charges fragile or
perishable articles, money, jewelry, silverware, negotiable papers, securities or
other valuables, business documents, passports and other identification,
documents or samples. This must be pointed out to any passenger who asks for
fragile labels or for special care to be taken with his baggage.
10 -5 -2 JAN 2005
B - Excess valuation charges for domestic travel:-
1. The baggage liability of Saudi Arabian Airline Corporation as stated in the

Conditions of Contract -Domestic, is limited to a maximum of SAR 1700 (or its
equivalent) on each passengers checked baggage, regardless of weight and a
maximum of SAR 1485 (or its equivalent) on each passengers unchecked
baggage, a higher valuation has been declared by the passenger and charges
have been paid in advance for excess valuation.
2. The excess evaluation charge is SAR 1.00 per SAR 650.00 or fraction for baggage
valued in excess of SAR 1700 for domestic travel.
3. For Evaluation In Excess of SAR 1700 the following rates will be charged:
Excess Valuation Amount Excess Valuation Amount

SAR 1701 - 2350 SAR 01.00 SAR 9501 - 10 150 SAR 13.00
SAR 2351 - 3000 SAR 02.00 SAR 10 150 - 10 800 SAR 14.00
SAR 3001 - 3650 SAR 03.00 SAR 10 801 - 11 450 SAR 15.00
SAR 3651 - 4300 SAR 04.00 SAR 11 451 - 12 100 SAR 16.00
SAR 4301 - 4950 SAR 05.00 SAR 12 101 - 12 750 SAR 17.00
SAR 4951 - 5600 SAR 06.00 SAR 12 751 - 13 400 SAR 18.00
SAR 5601 - 6250 SAR 07.00 SAR 13 401 - 14 050 SAR 19.00
SAR 6251 - 6900 SAR 08.00 SAR 14 051 - 14 700 SAR 20.00
SAR 6901 - 7550 SAR 09.00 SAR 14 701 - 15 530 SAR 21.00
SAR 7551 - 8200 SAR 10.00 SAR 15 531 - 16 000 SAR 22.00
SAR 8201- 8850 SAR 11.00 SAR 16 001 - 16 650 SAR 23.00
SAR 8851 -9500 SAR 12.00 SAR 16 651 - 17 000 SAR 24.00
C - Collection of Excess Valuation Charges:-
1. The excess baggage ticket will be issued when charges are assessed for
valuation in excess of the applicable valuation limit.
2. Charge may be assessed only from the point at which such baggage is accepted
for transportation to the point to which such baggage is checked.
3. When On-Line transfer is involved excess valuation coupons must be issued

according to the passengers ticketed itinerary.
10 -5 -3 JAN 2005
C - Excess valuation charges for international travel:-
1. The baggage liability of Saudi Arabian Airlines Corporation for international travel
as stated on the ticket is limited to a maximum of USD 20.00 (or its equivalent) per
kilo for checked baggage of each passenger and a maximum of USD 400.00 (or its
equivalent) on each passengers unchecked baggage unless, in the case of
checked baggage a higher valuation has been declared by the passenger and
charges have been paid in advance for excess valuation.
2. Convert amount declared to USD.
3. Convert “Saudia” minimum liability (baggage weight x USD 20.00)
4. Subtract “2” from “3”
5. Multiply the result of “4” by 1%
6. Convert to appropriate local currency.
7. Round-up the nearest whole unit.
Example:
A passenger has 25 kgs of checked baggage and declared the value as SAR 9000.00
a- Assume conversion rate at USD 1.0 = SAR 3.41 = USD 2,639.30

b- Saudia’ maximum liability 25 kgs x USD 20.00 = USD 500.00
c- Subtract “B” from “A” = 2639.30 - 500.00
d- Multiply the result of “C” by 1% = USD 21.3939 = 21.393 x (01)
e- Convert to Saudi Riyal = 21.393 x 3.41 = 72.95 SAR
f- SAR 72.95 round up to the nearest whole unit = 73.00
***
10 -6 -1 MAY 2006
CARRIAGE OF PETS
A - General:-
1. Household animals are considered according to (IATA) regulations as
household domesticated animals such as (cats, dogs, birds) they are usually
small in size, tame and can be placed in a confined container in front of
passenger seat or into the aircraft holds.
B - Policy:-
“Saudia” allows the carriage of household animals when they are properly confined
into cages and accompanied by a valid health certificate and a vaccination certificate
against rabies and other animal diseases and other documents required by countries
for entry or transit if the following conditions are met:-
1. Cats and small birds shall be carried into the passenger cabin accompanied by
the passenger providing that its weight plus the cage shall not exceed 5 kgs.
2. Dogs shall be carried into the aircraft holds on all saudia flights except
(AB300/MD-90/B737) due to non-availability of ventilation system inside the
aircraft holds.
3. Guiding dogs (for blind and deaf) shall be carried into the aircraft baggage
holds without collection of any additional charges from passengers.
4. Carriage of other live-stock animals (large size/wild) can be accepted as cargo
only after complying with air cargo rules and regulations.
C - Conditions:-
1. Household animals will be accepted for carriage at passenger’s risk in the cabin
or cargo holds, Saudia will not be responsible if authorities in other countries
refused entry or transiting of household animals via their countries.
2. Kingdom of Saudi Arabia allow the entry of Hunting/Guard/Seeing-Eye and
Hearing dogs for blind and deaf passengers only also cats and birds are allowed
on condition that the required health certificate must be obtained and attested by
Saudi Embassies abroad.
3. All wildlife animals or their products shall not be imported or exported to and from
the kingdom unless they have a prior written permission from the national
commission for wildlife conservation and development in the kingdom of Saudi
Arabia. Required approvals to transport wildlife animals and its products may be
obtained through the following address:(The National Commission for wildlife
conservation and development Kingdom of Saudi Arabia P.O. box 61681 Riyadh
11575 Tel. 01-4418700 Fax. 01-4418413 for all wildlife animals and their
products.)
10 -6 -2 AUG 2005
4. State policies vary from one country to the other regarding permission to carry
pets from / to or via whether in passenger cabin or into baggage holds as
checked or unchecked or as cargo only as applied In the (UK).
To ensure that no ban has been made on carriage of pets, please refer to travel
information manual (TIM) or (TIMATIC).
D- Procedures:-
1. Carriage of pets (Cats / Small birds ) in passenger cabin :
a- Each passenger is allowed to carry only one cage in the aircraft compartment.
b- Only one cage shall be accepted in each section of the aircraft and more than
one cage per each section may be accepted at the discretion of the station
manager and according to the number of passengers traveling on this flight.
c- The weight of the animal plus the container shall not exceed (5 kgs).
d- Passenger must be advised that he must always keep the bird confined to
closed container at all times while it is on-board the aircraft. This procedure
should be explained to the passenger in a courteous and friendly manner
during check-in processing.
e- One of the following seats (65JL / 30 ABCJL) must be assigned to the
passenger is carrying household animal with him on MD-90 aircrafts due to
insufficient space in front of other Guest class seats located in passenger
compartment.
f- Seats must be assigned to passengers carrying household animals in
passenger cabin away from emergency exit doors.
g- Supervisor IFS on duty should be advised by means of purser information
regarding passengers carrying household animals with them on-board the
aircraft.
h- Ensure that passengers are seated in their assigned seats and cages
containing birds had been placed in front of passengers seats not to be
placed on the seats.
2. Carriage of pets ( Dogs ) in the Baggage Holds:
a- The passenger must advise “Saudia” while booking that he is willing to
transport household pet.
b- When starting flight editing, special service request box (SSR) which reflects
that passenger has a household animal should closely be noticed.
c- Dogs shall be carried into aircrafts baggage holds in all saudia aircrafts
except (AB300/MD-90/B737) due to non-availability of ventilation inside the
aircraft holds.
d- Pet must be harmless, in-offensive and odorless and must not require
attention while in transit.
10 -6 -3 MAY 2006
e- Customer services agents must co-ordinate with load controllers to avoid any
conflicts between carriage of pets and any other load into cargo
compartments.
f- Household animals sticker form No. (935-0328) must be affixed on the four
sides of the container and the loading position form No. (935-6626) should
point to the upright position.
g- Loading of household animals in the aircraft holds shall be made in
accordance with the procedures outlined in the ground services procedures
manual chapter (07-07-01).
E- Charges Calculation:-
1. “Saudia” charges minimum of (5 kgs) per pet and container as excess baggage
irrespective of free baggage allowance even if the passenger has no checked or
unchecked baggage.
2. An excess baggage ticket will be used for the collection of charges. If the
passenger has other excess baggage charges, a complete separate ticket must be
issued.
F- Cages Specifications:-
1. Only one pet per container is allowed provided that total dimension of the container
shall not excess (52.5 x 32.5 x 40 Cm) or (21 x 13 x 16 Inc).
2. The animal must be able to move, stand up and sleep without touching the sides of
the container.
3. The container must have adequate number of holes for ventilation.
4. The container must be completely leak proof.
5. “Saudia” has the right to ensure the validity of containers to carry the animal.
G – Passengers Carrying Falcons:-
1. Saudia accepts the carriage of falcons in passenger cabin when properly hooded,
accompanied by the handler and all procedures of entry permits and documents
required by countries of entry or transit and valid Health Certificates have been
completed provided that acceptance of carriage will be at the passenger’s own
risk.
2. Falcons are permitted to K.S.A. provided that necessary Health Certificates are
obtained and a written approval from the National Commission for wildlife
Conservation and Development in the kingdom of Saudi Arabia.
3. If the passenger has a falcon or falcons and he intends to be carried into
passenger cabin on-board the aircraft, advance arrangements are required during
reservation process to enable the boarding station to obtain plastic sheeting and to
block the required seats.
4. Saudia accept Falcons for carriage in passenger cabin on all aircraft’s subject to
the following procedures:
- Falcons shall always be hooded during the flight.
10 -6 -4 MAY 2006
- A chain or light rope must be attached to the leg(s) of each bird one end is to
be tied to the bird’s leg(s) and the other end to the aircraft seat.
- It is advisable to carry Falcons with the passenger or handler in Guest class
section. It is recognised that exceptions may be made to this policy and the
handler and Falcons may be accommodated in Business or First Class
Section.
- Plastic sheets should be installed to cover the floor under the Falcons and any
adjacent seats utilised.
5. Charges Calculation:-
- One Falcon per handler and will be charged 5 kgs as excess baggage
regardless of the other free baggage allowance carried by the handler.
- More than one Falcon in the Guest Class section per handler requires booked
seats adjacent to the handler. The normal rule to be used is one Falcon in his
hand and he should pay excess baggage charges and two falcons in one seat.
Each falcon on seat rest.
Example: 5 Falcons in Guest Class requires:
• One seat for the handler and one Falcon.

• Two empty adjacent seats for four Falcons each seat two Falcons.
• One ticket one-way Guest class fare origin / destination for the handler
• 5 kgs excess (Live pet) for one Falcon carried by the handler.
• Two one way Guest Class ticket fare origin / destination for four Falcons.
- For those exceptional cases when the handler and the falcons must be
accommodated in First or Business class, the above procedures will apply for
charges calculations as per class of service.
***
10 -7 -1 JAN 2005
DANGEROUS GOODS
A - General:-
Formerly known as restricted articles, dangerous goods is defined as any substance
which may has or and have the potential hazards to persons and/or property. The
regulatory authority on carrying dangerous goods has been changed from (IATA) to
(ICAO).
B - Policy:-
In accordance with IATA resolution 745 “Saudia” will restrict the carriage of the
articles described in the following paragraphs as a part of the passenger’s baggage. It
is a must for a check-in staff to ask every passenger for any dangerous goods in their
baggage.
C - Dangerous Goods prohibited in baggage:
For safety reasons, dangerous goods as those listed below shall not be carried in or
as passenger’s checked or unchecked baggage:
1. Briefcases and security tape attach cases with installed alarm devices.
2. All firearms and flares whether for military or training purposes operated by
compressed air.
3. All items which looks like any kinds of firearms or any other weapons.
4. Swords, daggers or knives or other articles which may be used for piercing,
cutting, smashing or bruising etc.
5. All explosives such as ammunitions flames, fireworks.
6. Flammable gases such as aerosols petroleum products, butane, profane
hydrogen gases containing ethyl or methyl compounds.
7. Non-flammable gases such as aerosol products compressed air-carbon-dioxide
nitrogen helium neon, fire extinguisher deeply refrigerated gases poisonous gases
and camping gases.
8. Flammable solids which are readily combustible or which may cause or contribute
to fire through friction such as nitrocellulose film and matches substances which
are liable to spontaneous combustion which on contact with water emit flammable
gases such calcium carbide metallic potassium and aluminum carbide.
9. Flammable liquids such as lighter fuels, paint thinners, benzene kerosene and
diesel.
10 -7 -2 JUN 2007
10. Oxidizing substances such as bleaching powder, peroxides such as bromides
chlorides and nitrates that yield oxygen readily to stimulate combustion of other
matter.
11. Poisonous or toxic gases and infectious substances such as lead cyanide
mercury compounds pesticides disinfectants dyes of biomedical natural.
12. Radioactive materials.
13. Corrosives such as acids points varnish remover's mercury and wet dry car
batteries.
14. Magnetized materials such as magnet iron and permanent magnets.
D - Items Carried Without Prior Approval:-

1. Medical or toilet articles which are necessary appropriate for a journey carried in
checked or unchecked baggage when the total net quantity of all such medicines
or toilet articles does not exceed 2 Kgs. and the net quantity of such single article
does not exceed (half 00.500 kgs) it is intended that this should include such items
as hair sprays perfumes and medicines.
2. Dry ice in quantity not exceeding 2.5 Kgs per passenger when used to pack
perishables in unchecked baggage.
3. Perfume and colognes carried by passengers as checked or unchecked baggage

provided that the net quantity of perfumes and colognes carried by each
passenger does not exceed 2 liter and that the net quantity of each single article
does not exceed (half 00.500 a liter).
4. Personal Smoking Material :-

Intended for use by an individual when carried on his person however light fuel
refills and solid fuel are not permitted.
5. Surgically Implanted Cardiac Pace.

E - Items Carried With Prior Approval:-
1. Small carbon Di-oxide Gas Cylinders.
Worn by passengers for the operation of mechanical limps also additional cylinders
of a similar size may be carried if requires to ensure an adequate supply for the
duration of the journey.
10 -7 -3 JUN 2007
2. Catalytic Hair Curlers
Containing hydrocarbon gas not more than one per passenger or crew member
when contained in checked baggage provided that the safety cover is securely fitted
over the heating element. Gas refills for such curlers are not permitted in checked or
unchecked baggage.
3. Battery operated wheelchair:-

For more information abut battery operated wheelchair refer to section (10-08-01).
4. Dry ice:-
- "Saudia" accepts the carriage of dry ice in checked or carry-on baggage in
quantities that should not exceed (2.5)KG or less if it is used to pack perishables
items (perishables are those that are not subject to dangerous goods regulations.
- Passenger must inform Saudia when carrying dry ice in the checked baggage so
that dry ice procedure should be applied.
- In case of interline carriage with other airlines, prior approval must be obtained.
- When passenger informs Saudia that he is carrying dry ice to be used to pack
perishable, he must be advised by reservation and sales agents that the quantity
of dry ice allowed to be carried is (2.5)KG or less.
- Passenger must be advised to place dry ice in a bag or a separate container so
as to allow easy ventilation of carbon dioxide gas.
- A notice should be entered in the (PNR) showing that the passenger is carrying
dry ice in his checked baggage.
(e.g. : 4FSSRCKINSV HK1 PAX HOLDING DRY ICE)
- Customer Services Agents before finalizing passenger check-in must display

commented passenger from reservation (SSR) to identify passenger carrying dry
ice in their checked baggage.
- It should be ensured that items required to be packed in dry ice had been placed
in a bag or a separate container.
- It should be ensured that the dry ice bag or container allows easy ventilation of
carbon dioxide gas.
- Affix the dry ice label number ( 935-7016) on the bag or container so as to enable
loading staff to apply loading procedures .
- Co-ordinate with the load controller regarding loading of dry ice in the aircraft in
order not to conflict with live animals.
‫‪10 -7 -4‬‬ ‫‪JUN 2007‬‬
‫)‪dry Ice Label Number ( 935-7016‬‬
‫***‬
10 -8 -1 JUN 2007
BATTERY OPERATED WHEEL CHAIRS
A - General:-
Some passengers with spQ212cial needs are using power driven wheel chairs (battery
operated) which may be an integral part of the unit, or may be the main source of
energy of the (unit/motor/engine) or a partial source of energy of a system within the
unit itself. Batteries operating with wheelchairs are classified as follows (Dry batteries /
Wet batteries /Gel type batteries (gelatin) .
B - Policy:-
1. Saudia accepts the carriage of power driven wheel chairs (dry battery / gel battery
/wet spillable and non-spillable firmly closed battery) as checked baggage after
making the necessary arrangements with Saudia.
2. For interline carriage, prior approval from those airlines should be made in order to
be in line with ICAO, IATA and FAA regulations.
C-Procedures:-
1-Reservation & Sales offices role:
a- Filling (MEDIF) (PART ONE) showing that the passenger is using his own power
driven wheel chair with a note to clarify the type of battery used to operate the
wheel chair (dry battery / gel battery /wet spillable and non-spillable firmly closed
battery).
b- Passenger must be informed to provide a strong, rigid, non- spillable box when
battery is not attached firmly in a secured way and will be loaded separate from
wheelchair.
c- A correct AIRIMP code should be used in passenger name record in special
service request (SSR) indicating that the passenger is traveling using his own
wheelchair and operated by (dry battery / gel battery /wet spillable and non-
spillable firmly closed battery) .Using one of the following codes :
- The code (WCBD) means a wheelchair operated by dry battery.
- The code (WCBW) means a wheel chair operated by wet spillable and non-
spillable battery.
e.g. :
4 FSSR WCBD SV HK1 OWN WHEEL CHAIR
d- A copy of (MEDIF) form should be attached with passenger ticket.

e- In case of interline carriage, prior approval from other participating carriers
should be obtained prior to passengers booking confirmation.
10 -8 -2 JUN 2007
2-Stations role:
a- Before finalizing passenger check-in procedure Customer service agent must
review passenger name record (PNR) and (MEDIF) form attached with the ticket.
b- All types of wheel chair operated by non-spillable batteries may be accepted as
checked baggage provided that the battery leads should be disconnected and
insulated to prevent accidental short circuit. Loading of gel batteries does not
need battery leads disconnection.
c- The battery should be attached to the wheel chair in a properly secured way and
it can be loaded together, wheel chair label must be used form no. (SV935-6975)
which states that the battery is (attached).
d- Wheel chair provided with provided spillable batteries can be accepted of battery
leads disconnected and insulated to prevent accidental short circuit. Battery
should be attached safely to the wheel chair and in an up-right position. In such a
case identification label no. (SV935-6975) should be used to show the battery is
attached in accordance with the following:
- Filling in part one of the wheel chair bag label and crossing (X) the word
(Separated).
- Detaching part (2) of the label and getting rid of this portion.
- Affixing the bag label on the wheel chair along with the checked baggage tag.
- Sending the wheel chair to the baggage make-up area.
- Co-coordinating with load control to load the wheelchair in bulk hold of the
aircraft.
- Sending a telex to the next station showing the wheelchair loading position.
- Upon arrival wheelchair should be off-loaded before other baggage and sent
to baggage delivery area to be received by the passenger.
e- If the wheelchair provided with spillable batteries cannot be loaded, stowed
secured in an upright position, the battery should be disconnected and the
following procedure should be applied:
1- Wheel chair:
- Placing the battery inside the box and affix the dangerous goods label
(corrosive material).
- Filling in part (2) regarding the battery.
2- Spillable Battery:
- Affixing the label on the box along with the checked baggage tag.
- Sending the wheelchair and the battery box to the baggage makeup area.
- Co-ordinating with the load control to load the wheelchair and the battery box
in the bulk and notify Pilot - in - command through (NOTOC).
- Sending a message to the next station showing the loading position of the
battery operated wheelchair.
- Upon arrival the wheelchair / battery box should be off-loaded before other
baggage and it should be sent to the arrival baggage claim area to be
delivered to the passenger.
‫‪10 -8 -3‬‬ ‫‪JUN 2007‬‬
‫‪Illustration of Wheelchair Baggage Identification‬‬

‫)‪Label form NO. (935-6975‬‬
‫***‬
10 -9 -1 MAY 2006
CARRIAGE OF LIQUIDS
A - Within Checked Baggage:-

“Saudia” policy does not permit the carriage of liquids such honey, fats, oils or any
similar liquids as checked baggage .Zamzam water is exempted and can be accepted
as checked baggage in accordance with the following restrictions and procedures :-
- Acceptance of ZAMZAM water in passenger cabin is prohibited. It should be
accepted as checked baggage in aircraft baggage holds.
- Each passenger is granted (10) liters of ZAMZAM water free of charge in addition
to the free baggage allowance. Any excess baggage must be charged and
collected from the passenger.
- ZAMZAM water must be properly packed in leak proof plastic sealed sacked.
- When passengers reach departure lounges and before going to check-in counters
carrying with them ZAMZAM water, Customer service agents must direct them to
the sealing machine to warp ZAMZAM gallons before acceptance a checked
baggage .
- Limited Release Tag must be affixed to zamzam water gallons and the word
(ZAMZAM) must be written on the baggage tag and on the tag portion given to
the passenger , also the word ZAMZAM may be added on automated baggage
tag by using the entry " BTA/A/1/STN/ZMZM Þ1/20 " .
Notice: “At Jeddah and Madina stations, zamzam gallons shall be sealed by the
airport contractor against a charge to be paid by the passengers providing
that saudia sealing machines now present should be used if this service is
not provided by the contractor for any reason in future.
B - Within Carry-on Baggage:-
“Saudia passengers may carry honey or any similar liquid (does not contain
dangerous goods) into passenger compartment as carry-on baggage in accordance
with the following condition.
- That the weight must not exceed 5 Kgs.
- It should be part of free baggage allowance.
- The items must be packed properly in leak proof containers.
- If the Customer Services Agent or equivalent doubt of the contents, he should
open the containers for verification.
Notice: “Saudia” does not serve or permit passengers to carry or drink alcoholic
beverages on its flights.
***
10 -10 -1 JAN 2005
UNCHECKED BAGGAGE
A - General:-
Means baggage carried by the passenger into the cabin which can be put into the
overhead rack or under the passenger seat.
B - Free carry-on items:-
Items carried free of charge in passenger’s custody and under his responsibility without
a carry-on baggage tag affixed to it are the following:-
PASSENGER
DESCRIPTION OF ITEMS CARRIED FREE QUANTITY
CATEGORY
An Overcoat or Wrap. 1
An Umbrella or a pair of Crutches. 1
A pair of binoculars. 1
A small camera. 1
All PASSENGERS Ladies hand bag, pocket book or purse for the
ordinary use only otherwise will be considered as 1
checked baggage.
Suitable
A reasonable supply of reading material for the flight.
Amount
Infants food for consumption in-flight . -
An infant carrying basket. 1
INFANTS A fully collapsible baby trolley carriage
or seat which could be stowed in the cabin or in the 1
lower cargo compartments.
A fully collapsible wheel chair or any other device
necessary for the passenger or can be loaded in 1
INCAPACITATED passenger cabin or cargo compartment (aircraft
PASSENGERS holds).
Other walking aids items. 1
C – Cabin baggage:-
- In addition to the free baggage allowance, Saudia has granted each passenger to
carry hand baggage under his supervision and on free basis to be placed in
closed overhead rack or under the seat in front of the passenger and cabin
baggage tag should be labeled on it.
10 -10 -2 JUN 2007
CLASS OF HAND BAGGAGE NO. OF

DESCRIPTION WIGHT
SERVICE ALLOWANCE PIECES
Total Dimension
Not to Exceed:
56 X 45 X 25 (126 cm)
One Hand/Pull bag. 1 (22x18 x10) (50 inches)
Or
FIRST &
Garment bag
BUSINESS 11 cm (4 inches) for 9 Kgs
CLASS thickness when not folded.
Total Dimension
Not to exceed:-
Plus one Briefcase
1 45 X 20 X 35 (100 cm)
18 X 8X 14 (40 Inches).
Total Dimension
Not to Exceed
GUEST 7 Kgs
One Hand / Pull bag 1 56 X 45 X 25 (126 cm)
(22 X 18 X 10) (50 Inches)
Notice:-
- Check-in agent should notify the passenger connecting on “Saudia” that the free
carry-on baggage may not be accepted at the connecting stations due to variation
of aircraft types and in-sufficiency of over head racks.
D- Monitoring of cabin baggage:-:-
1. While standing on the queue:

- Customer services agent shall monitor oversized carry-on baggage that
passengers are willing to carry such as large size plastic pouch or unpacked
music stereo recorder and should advise the passenger in the courteous manner
to the necessity of checking- in such items.
2. During check-in:-
- Check-in agent should ask the passenger about all his baggage.
- Remove the old baggage tags.
- Attach the cabin baggage tags on the pieces complying with the required
specification ( pieces / weights / sizes ).
10 -10 -3 JUN 2007
3. Before Security and Immigration check:-
If a passenger completed his check-in formalities as is carrying oversized hand
baggage, Customer Service agent should courteously advise the passenger to take
the suspected pieces to the check-in counter for his own safety and comfort and
check-in agent shall ensure the following:-
- Notify the passenger to take all the important papers and documents from such
bags.
- Attached checked baggage tag to be loaded in the aircraft holds.
- Amend the box of checked baggage in ticket according to the new status and also
in the (DCS).
- Hand over the baggage tag stub to the passenger.
Notice:-
If the flight is delayed due to violation of hand baggage regulation, a discrepancy
should be charged to the station.
E- Cabin baggage test unit:-

- To assist stations to monitor oversized carry-on baggage and to ensure
compliance with the required specifications, test units has been designed,
produced and distributed.
***
‫‪JAN 2005‬‬
‫‪CHAPTER ELEVEN‬‬
‫‪ARRIVING AND CONNECTING‬‬

‫‪PASSENGERS‬‬
MAY 2006
CONTENTS
CHAPTER ELEVEN: ARRIVING AND CONNECTING PASSENGERS

11-01-01 ARRIVING PASSENGERS

§ GENERAL ……………………….……………………….......… 11-01-01
§ PROCEDURES …...…………….………………………......… 11-01-01
11-02-01 CONNECTING PASSENGERS

§ GENERAL ………………………………………………......…. 11-02-01
§ DEPARTING STATION PROCEDURE ...……………......…. 11-02-01
§ CONNECTING STATION PROCEDURE ……………......…. 11-02-02
11-03-01 CONNECTING PASSENGERS EXPENSES

§ GENERAL ………………………………………………......…. 11-03-01
§ SAUDIA CONDITIONS …….……………….......…….......….. 11-03-01
§ CONNECTING STATION STAFF RESPONSIBILITY …….. .. 11-03-02
§ CONNECTING EXPENSES …….…………..……..……......… 11-03-02
§ CONNECTING PAX EXPENSES CERTIFICATE ……......…. 11-03-04
§ CONNECTING PAX ACCOMODATION VOUCHER.….…….. 11-03-05
11-04-01 COMBINED FLIGHTS

§ POLICY … …………………………………………..…….......… 11-04-01
§ REGULATIONS..……………………………….....……......… … 11-04-01
§ COMBINED FLIGHTS OPERATING UNITS ……….……....... 11-04-02
§ PROCEDURES ………………………...……………….……..... 11-04-02
11-05-01 PASSENGERS TRANSITTING VIA IN-KINGDOM

INTERNATIONAL AIRPORTS
§ GENERAL ………………………........................................… 11-05-01
§ POLICY ………………………………………..…………......… 11-05-01
§ PROCEDURES ………..…………………………………......… 11-05-02
MAY 2006
11-06-01 TRANSIT UMRAH PROGRAM

§ GENERAL ………………………........................................… 11-06-01
§ POLICY ……………………………………..……………......… 11-06-01
§ STATIONS RESPONSIBILITIES …………………..….......… 11-06-01
11-07-01 ACCEPTANCE OF UMRAH AND HAJ PASSENGERS

ON INTERNATIONAL FLIGHTS
§ GENERAL ………………………........................................… 11-07-01
§ PROCEDURES ………………… …………………..….......…11-07-01
11 -1 -1 JAN 2005
ARRIVING PASSENGERS
A - General:-
To provide extinguish services for arriving passengers , customer services agent must
organize ,streamline passenger movement and assist them in all areas of services
specially through immigration and custom check when ever possible.
B - Procedures:-
1. Make the flight arrival announcement and ensure flights information display
system has been updated.
2. Arrange for wheelchair to meet and assist special needs passengers.
3. Meet and receive unaccompanied minors from in-flight services supervisor,
complete their formalities and deliver them to their parents or guardians.
4. Deplane passengers with medical consideration, prisoners and deportees after
other passengers.
5. Assigning F, J and Y class transport vehicles, direct them to these vehicles.
6. Escort very important persons (VIPs) and handle them according to VIP
procedures.
7. Assist transit passengers on same flight or connecting on other flights and advise
them of their connecting flights departure time and provide for them transport to
hotels and hotel vouchers for hotels and meals etc. - if applicable until the
departure of their connecting flights if they meet the hotel conditions.
8. Ensure that interline baggage tag for connecting passengers is properly tagged to
the correct destination by checking the passenger’s claim tag portions stapled to
the passenger ticket.
9. Expedite arriving passengers baggage delivery.
10.Direct passengers to passports and customs counters.
11.Direct passengers who have baggage irregularities to Baggage Services Office.
***
11 -2 -1 JAN 2005
CONNECTING PASSENGERS
A - General:-
Due to variance in laws and regulations of transfer and transit check-in procedures from
one country to the other, it is not possible to formulate a standardized procedure that
applies for all stations. This procedure is designed for the majority of stations where
transfer passengers is done are not subject to immigration and customs clearance.
B - Departing station procedures:-
1. Dispatch passenger transfer message (PTM) to inform connecting stations with
passenger numbers and baggage details.
2. Passenger transfer message (PTM) must be sent immediately after flight
departure.
3. Passenger transfer message must include the following main elements as shown
in the following example:-
Message Elements Example

Address Element. JEDKPSV
Communications Reference Element. .JEDKKSV 131312
Message Identifier Element. PTM
Flight Element. SV035/13JUL JFKJED PART 1
Transfer Passenger Data. SV303 CAI 1M 2B AYED/AMR
SV451 KRT 1M 0B OSMAN/ MMR
AF002 CDG 2Y 3B HANS/ A. 1 INF
BA011 LHR 3Y 2B KHALID/
OMER/SAUD.A.CHD2
4. If the passenger transfer message (PTM) has been sent in parts, the serial number
of the message must be indicated after flight information element
Example:
PTM
SV035 / 13JUL JEDJFK PRT 1
5. If there are no passengers on a flight with on-ward connection, it is necessary to
send a PTM stating that there are no transfer passengers.
Example:
PTM
SV035 / 13JUL JEDJFK PRT 1
NIL
END PTM
11 -2 -2 JAN 2005
6. When a passenger’s journey involves one or more transfers, his baggage should
be thorough checked as far as possible. This is to reduce the formalities required
and possibly save time, at each transfer point.
7. Baggage may not be through checked in any of the following situations:-
- If the passenger, at a transfer city, arrive at one airport and has to go to
another airport for his onward flight.
- If the passenger does not have a confirmed reservation for his onward flight
or RQ status.
- If excess baggage charges as appropriate have not been collected for
carriage to the final destination.
- If the passenger specifically wants to take possession of his baggage at a
transfer point.
- If the passenger is night-stopping, even though he is connecting on the first
available service to his onward destination or has a stopover exceeding 24
hours.
- If the passenger is specifically required to clear his baggage with customs at
the first port of entry.
Notice:-
For more details about customs regulations on baggage clearance you can
refer (TIM/TIMATIC).
C – Connecting station procedures:-

1. Before Arrival Of Flight:
a. Station shall obtain details about transfer passengers from the PTMs.
b. If no PTM received, contact up line stations by telephone / telex to ensure
sending of PTM.
c. Station may issue boarding passes and assign the seat number for on-line
connecting passengers, for passengers making inter-line connection,
station should pass details of the transfer passengers and baggage related
information to the receiving carrier's representatives.
d. Make the necessary arrangements for hotel accommodation or ground
transportation for transfer passengers if they meet the conditions required.
2. After Arrival Of Inbound Flight:-
a. Meet the passengers as they disembark from the aircraft. Make a public
address announcement, calling for transfer passengers by name, or display
a conspicuous “Transfer Passengers” sign at the point where they should
contact the airport staff.
11 -2 -3 JAN 2005
b. Check the passenger stubs of baggage tags for each transfer passenger to
make sure that the baggage has been correctly through-checked to its
proper destination.
c. Direct the passengers as appropriate to the place where they can remain
while waiting for their departure or to the customs area for clearance of
hand baggage or receiving carrier if they are connecting their flight on other
airlines.
d. If the passenger is going to another airport for his onward flight or going to
a hotel, make sure that he claims his baggage before leaving the airport.
***
11 -3 -1 JAN 2005
CONNECTING PASSENGERS EXPENSES
A - General:-
1. “Saudia” will absorb the expenses of passengers making connections between two
“Saudia” flight as well between “Saudia” and other carriers.
2. These expenses are defined as cold drinks, meals, transportation, hotel

accommodation and airport tax.
3. IATA multi lateral agreement, which organizes interline carriage, explains how
passengers connected expenses to be prorated between carriers participating in
the carriage. For further details refer to Interline Agreement Manual section (5)
pages (02-36) issued by Facilitation & Airlines Affairs department..
B - Saudia Conditions:-
Note # 33
Saudia will not bear HOTAC expenses when the one-way fare application to the portion
on its services is less than NUC.550 for all Normal/Excursion F/C and J/C fares and
NUC.450 for all Normal/Excursion Y/C fares (except for the sector KSA to Mumbai only).
However Saudia may absorb HOTAC expenses for passengers performing his entire
journey on its services except for RN fares.
Note # 36
Saudia will not bear HOTAC expenses for passengers holding all reduced rate ticket (ID,
AD) also special fare (IT) individual or group (except when otherwise stated in the
related resolution or conditions) and passenger holding promotional and bilateral fare
CT, RTW, YZ, and seamen tickets (except for unaccompanied minor).
Note # 39
Passenger must hold a single ticket or conjunction ticket in the same currency with a
confirmed space for onward journey.
Note # 40
Saudia will not bear hotel and ground transportation expenses where connecting time is
less than six hours.
11 -3 -2 JAN 2005
Note # 43
Saudia will not absorb HOTAC expenses at Abu-Dhabi, Amman, Al-Manama, Doha,
Kuwait, Muscat and Sharja.
C- Agent responsibilities at the transit point:-

1. Online carriage
- Passenger holds ticket and connecting passenger expense certificate

provide en-route expenses.
- Passenger holds ticket only check Saudia notes # (33, 36, 39, 40 and 43) If
all Saudia conditions meet, provide en-route expenses.
2. Interline carriage.
- Provide en-route expense if passenger holds ticket and connecting expense

certificate issued by Saudia.
- If passenger holds ticket only and traveling one international sector on Saudia
and another international or domestic sector on other airline ,check Saudia
notes number (33 , 36 , 39 , 40 , and 43).In case all conditions are meet,
provide en-route expense.
Note:-
- Saudia will not assume HOTAC expenses if the passenger is ticketed to stop-over
at the stopping or connecting point.
- Hotac expenses will not be absorbed beyond 24 hours after arrival at the stopping
point unless otherwise required for operational reasons.
D - Connecting expenses:-
1. Connecting time is less than (4) hours, provide soft drinks and if meal time is due,
offer the suitable meal.
2. Connecting time is more than (4) hours and less than (6) hours and does not occur
during meal time, provide snacks e.g. sandwiches with soft drinks.
3. Connecting time is more than (6) hours, Hotel services shall be offered including
transportation from to hotel and V.V. and hotel accommodation service to
maximum of 24 hours.
11 -3 -3 AUG 2005
Illustrated below is a flow chart to quick reference as to who is entitled to expenses.
IS PASSENGER HOLDING CONFIRMED SPACE TICKET?
IS FLT WITHIN 24 HOURS? YES NO NO EXPENSES PAID
YES NO
PAY THE EXPENSES UP TO E.T.D DOES ANY OTHER AIRLINE FLY TO

DESTINATION WITHIN 24 HOURS?
YES NO
WILL PASSENGER ACCEPT THIS FLIGHT? IS PASSENGER BOOKED ON FIRST

AVAILABLE FLT. TO HIS DESTINATION?
YES NO YES NO
PAY EXPENSES NO EXPENSES PAY EXPENSES UP PAY NO

FOR 24 HOURS PAID TO E.T.D EXPENSES
11 -3 -4 JAN 2005
E - Connecting Passenger Expense Certificate (935-2096):-
1. Departure Station:-
- “Saudia” C.T.O.s (City Ticket Offices) or A.T.O.s (Airport Ticket Office) shall
issue Connecting Passenger Expense Certificate for connecting passengers.
- The sales offices will determine whether the passenger is entitled to HOTAC
expenses according to the conditions of the agreement.
- One order must be issued for each point at which connecting passenger
expenses are authorized. If more than one certificate is issued (for round trip
travel), they should be stapled together in order of travel with the ticket.
- At the time of handing ticket and the certificate to the passenger, he should
be told to contact “Saudia’s” representative or the connecting carriers agent
immediately upon arrival to receive the HOTAC voucher.
- In case of overnight connections, the teletype message confirming or
requesting flight reservations must include a request for the necessary hotel
reservation as well as a request to contact and handle the arriving
passenger.
2. Connecting Station:-
When Saudia is the delivering carrier or the delivering carrier is not participating in
the connecting passenger expense agreement, the customer service agent shall
ensure the following:-
- Inspect the connecting passenger expense certificate and explain to the

passenger(s) that involves the hotel accommodation expenses and any
expense in excess of that authorized by the certificate will be paid by the
passenger(s).
- Collect the “Connecting Passenger Expense Certificate” Form No. (935-
2096) using it as an authority to issue a Passenger Accommodation
Voucher (935-2095) for services that passenger is entitled to.
- Ensure that arrangements for hotel accommodations, meal services and
surface transportation to and from the hotel are made.
- In the event a connecting passenger should arrive without Expense
Certificate (935-2096),Customer Service Agent to issue one in accordance
with the terms and conditions .
- When “Connecting Passenger Expenses Certificates” are issued, the office
designated code of the issuing office (ATO or CTO) and the (Station Code)
and (Date) shall be inserted in the Endorsement box of the Flight Coupon
of the ticket. A rubber stamp for this purpose will be prepared locally
according to the following specifications:-
• Size: 6.5 cm x 1.5 cm.
• Text: PSGR Expense Certificate
Issued by___________ at ____________ Date ______________
11 -3 -5 JAN 2005
Note: (CASH PAYMENT):- IATA resolution 102 specifically prohibits cash payments to
passengers for Connecting Expenses other than the re-imbursement of actual cost of
ground transportation in this case which can be paid in advance. Cash for this purpose
shall be obtained from the station’s Petty Cash Fund.
F - Passenger Accommodation Voucher PUR (935-2095):-
1. This form shall be used to authorize hotel and ground transportation operators to
provide specified services on Saudia account. It informs the passengers the
maximum limits of expenses which will be absorbed by “Saudia”
2. Any expenses incurred by the passenger in excess of those authorized on Form

(935-2095) or ordered by verbal or written approval of an authorized “Saudia”
representative shall be paid by the passenger.
3. If a passenger is compelled to pay for expenses normally absorbed by “Saudia” in

case of delay or cancellation and later attempted to reimburse the expenses, the
Agent shall reimburse the passenger up to the normal amount allowed from the
station’s petty cash fund and issue Passenger Accommodation Voucher (935-
2095) including all required information and the passenger’s signature and attach
with the payment order.
4. Distribution of Form (935-2095):-
• First original copy to passenger to be surrendered to vendor

who will affix it to his bill requesting payment.
• Duplicate: To passenger to be surrendered to vendor for his
files.
• Triplicate: For issuing office files to be retained until audited.
‫‪11 -3 -6‬‬ ‫‪JAN 2005‬‬
‫‪Illustration of Connecting Passenger Expense Certificate‬‬

‫)‪PUR 935-2096 (Front Side‬‬
‫‪11 -3 -7‬‬ ‫‪JAN 2005‬‬
‫‪Illustration of Connecting Passenger Expense Certificate‬‬

‫)‪PUR 935-2096 (Reverse Side‬‬
‫‪11 -3 -8‬‬ ‫‪JAN 2005‬‬
‫‪Illustration of Passenger Accommodation Voucher‬‬

‫‪PUR No. 935-2095‬‬
‫***‬
11 -4 -1 MAY 2006
COMBINED FLIGHTS
A - POLICY:-
Saudia accepts passengers on domestic leg of international combined flights from the
mainline stations (JED/RUH/DMM/MED) in the kingdom to provide seats for
passengers on domestic flights and invest vacant seats on international flights.
B - REGULATIONS:
1 - AT CONNECTING STATION (IN-KINGDOM):-
a. Immigration formalities shall be finalized for all passengers arriving from
out-of-Kingdom stations.
b. Customs and security check shall be made for international connecting
passengers along with their hand baggage.
c. Aircraft shall be inspected by customs after deplaning of all passengers and crew.
d. Apply passports receipt and delivery procedures for the categories of passengers
arriving from out-of –kingdom station and holding Hajj \Umrah / Transit visa and
Ladies Arriving for Work or Residence or Visit to be handed over to immigration at
the next station (final destination).
e. Notify IFS crew that in case of canceling combined flights for marketing or
operational reasons pursuant to the following :
- Send a telex to the originating station ( STN KK/ KD ) if the cancellation was
decided prior to the departure of the flight from the originating station >
- Send ( ACARS ) telex to the IFS supervisor if the cancellation was made after
flight departure from the originating station for the type of the aircraft equipped
with this service .
- Co-ordinate with flight dispatch to notify the ( PIC ) that flight is not combined
to enable IFS supervisor to announce to connecting passengers not to
deplane the aircraft at the connecting station for the type of aircraft not
equipped with ( ACARS ) service .
2- AT DEPARTURE STATION (IN-KINGDOM):-

a. Non-acceptance of deportees / in-admissible passengers / passengers holding
final exit on combined flights.
b. Non-acceptance of passengers carrying materials for re-export on these flights
(combined).
c. Non-acceptance of domestic passengers on international departing flights where
high security measures are applied.
11 -4 -2 MAY 2006
C - COMBINED FLIGHTS OPERATING UNITS:-
To activate the combined flight policy and procedures, special units of high caliber
employees have been assigned to work on combined flights at the mainline stations.
Functions and responsibilities of these units have been specified in the following:
1. Implement, execute and follow-up policies, procedures and regulations of
combined flights with (Immigration / Customs /Intelligence).
2. Co-ordinate and co-operate with airport authorities which have direct relation
with combined flights operations.
3. Co-ordinate and follow-up with the supporting departments in connection with
combined flight policies and procedures.
4. Co-ordinate and follow-up with the international and domestic stations with
regard to combined flights operation.
5. Finalize all procedures and use related regulation forms regarding acceptance of
departing and arriving passengers on combined flights.
6. Dealing professionally and taking the initiative to solve combined flights
encountered problems.
7. Prepare discrepancy and statistical reports of combined flights to be provided to
executive management when necessary.
8. Apply combined flights procedure check-list.
9. Determine operation requirements and ensure availability before working on
combined flights.
10. Collect and classify comments and problems to assist in researches, studies and
comparisons by designing programs to prepare comprehensive reports that
reflect the unit performance in addition to the monthly, quarterly and annual
reports regarding passengers load.
11. Planning of training requirements and establishing training programs to the units
staff.
12. Prepare local procedure for unit operation.
13. Prepare departmental functions for the units and other concerned departments
and ensure implementation and follow-up.
D – PROCEDURES:-
1- RESERVATION & SALES OFFICES RESPONSIBILITY:
a. Reservation on domestic sector of these flights shall be made in accordance with
the normal scheduled flights where it is distinguished from other flights by the
international flight number consisting of three digits that will appear when
requesting domestic flights schedule or availability display between the four
international stations only.
b. When booking or issuing tickets for international passengers traveling on
combined flights, they should be notified that their flights will be combined and
immigration formalities and hand baggage check will be made at the connecting
station.
11 -4 -3 MAY 2006
c. Pre seat selection at reservation stage on domestic leg of these flights shall not
be made as per the applicable policy of domestic flights.
d. When making reservation(for domestic passengers ), passengers must be
notified with the following instructions:
• Check-in formalities and baggage acceptance shall be processed from
domestic lounge and boarding shall be from the international departure
lounge.
• Emphasis should be made for passengers to carry with them their personal
and family identification documents which will be checked by airport
immigration.
• Passengers who obtain advance boarding passes from ticket offices and
they are not having checked baggage, should be advised to proceed directly
to international departure lounge.
International flights arriving from out-of-kingdom stations e-g:(JFK/JED/RUH)
2 - STATIONS RESPONSIBILITY:-
a- ORIGINATING STATION RESPONSIBILITIES (JFK):
1. Finalize check-in process as normal and ensure issuance of two boarding
passes (double boarding) to the connecting passengers only.
2. Attach connecting passenger information cards with the second boarding pass.
3. Deliver the two boarding passes to the passenger and bring his attention to read
the contents of the information cards and to return the second boarding pass to
be used at the connecting station.
4. Distribute immigration entry cards to the kingdom during passenger check-in
process and ensure the completion by passenger prior to boarding (to obtain
entry cards, co-ordination should be made with On board Services program-
Logistics and Operations Support Dept. SITA code (JEDHZSV).
5. Perform boarding activities and baggage reconciliation procedures.
6. Place container Record Card number (935-6878) which was used for baggage
reconciliation of the connecting passengers baggage in the flight to be used at
connecting station.
7. Make the required amendments in the load sheet and load massages before
sending to connecting station.
8. Send a telex to the connecting station to identify the location of the flight
envelope as per each aircraft type.
Notice:
Stations will be able to know whether the flight is combined or not based on the
flowing:-
a- Non-automated (DCS) stations by seat assignment telexes flashed from
the first in-kingdom down line station.
11 -4 -4 MAY 2006
b- Automated (DCS) stations can used the following entry:
*FLIGHTNUMBER/STN*LOZI:-
(EXAMPLE:*SV161/23MAR/JED*LOZI)
c- In case of a change in the operational pattern (Cancellation or assignment
of combined flight), yield Management System Will Send a telex to the
concerned station with these changes.
9. Notify the IFS supervisor that the flight is combined and ensure insertion of these
information in Pursuer Information Sheet (PIS) .
10. Send the passenger Manifest (TPM) using the entry (T-JEKKPSV/PM/R) at DCS
station. For non-DCS stations, Standard passenger Manifest should be sent with
flight envelope.
11. In addition to the standard (CPM), a telex shall be sent to first next In-Kingdom
(JED) station indicting (LLLD) numbers and the number of pieces of connecting
passenger baggage in each containers according to the flowing example :
JEDHFSV JEDKKSV JEDKVSV JEDKLSV
.JFKKRSV
TRANSIT PAX BAGS DETAIL
SV 020 / 14 MAY.JFK / JED / RUH
AKE 2112SV / RUH / B / 30 PCS
AKE 1313SV / RUH / B / 20 PCS
AKE 1516SV / RUH / B / 25 PC
12. Avoid loading of connecting passenger baggage in pallets and loose bulk holds.
13. If loading of connecting passenger baggage in loose bulk hold not avoidable,
station should notify the connecting station with the number of pieces and
security number of the baggage.
b- CONNECTING STATION RESPONSIBILITIES (JED) :-

1 - ARRIVING INTERNATIONAL PASSENGERS:
a. Notify airport authorities (Immigrations / Customs / Intelligence) regarding the
combined flights insufficient time before arrival.
b. Distribute passenger manifest to airport authorities and deliver baggage record
cards and security list for connecting passengers to the customer service agent
at international arrival gate to be delivered to boarding staff at the boarding
gates.
c. Co-ordinate with airport authorities to finalize arriving formalities on-board for
connecting passengers using (stretchers/ wheel chairs) when their physical
condition require such action.
d. Deplane all passengers and direct them to the international arrival lounge.
e. Finalize immigration arrival formalities and inspection the passenger hand
baggage connecting to the next international station inside the Kingdom
(RUH ) station .
11 -4 -5 MAY 2006
f. In case of presence of transit passengers or ladies arriving for work, residence or
visit visa and traveling from the connecting station (JED) on same flight, their
passports should be delivered by customer service agent from immigration and
to be inserted in bags specially designed for this purpose and to be sealed and
delivered to IFS supervisor against filling the form number (935-6970) as shown
on page (11 - 04 -08) so as to be handed over to the customer service agent on
the next In-Kingdom station (RUH) for delivery to immigration authorities .
g. Direct connecting passenger to the departure lounge until board of the flight..
h. Off-load arriving passengers baggage (JED) and send to international arrival
lounge.
i. Off-load connecting passenger baggage (for RUH station) and prepare
connecting passenger baggage form indicating LLLD numbers, number of pieces
in each container deliver to customs for sealing .
j. In case of bulk loaded baggage, for final destination passengers, station should
load same baggage in containers and deliver it to customs for sealing.
k. Notify customs in case of aircraft change from wide to narrow-body aircraft in or
order to apply customs regulations.
l. Send load messages to RUH station pursuant to the existing procedures.
m. Perform boarding formalities as normal by using the second boarding pass
issued to the passengers from the originating station and apply baggage
reconciliation and ensure stamping of connecting passengers boarding passes
with the special stamp bearing the character "T" .
n. Notify loading supervisor with security number and number of pieces of baggage
for connecting passenger who failed to join the flight to off-load his baggage
according to the container record card.
o. Amend the load sheet and the load message before sending it to the final
destination.
2 - DOMESTIC PASSENGER ACCEPTED FROM (JED) STATION:

a. Finalize passenger check-in & baggage acceptance in accordance with the
existing procedures.
b. Direct passengers to the international departure lounge.
c. Passengers should proceed through dedicated lane at immigrations entrance
and boarding gates for verification of their identity by immigrations.
d. Boarding of passengers to the aircraft after checking of boarding passes by
customer services agent.
c- ARRIVAL STATION RESPONSIBILITIES (RUH):

1. Receive travel documents bag of transit passengers or ladies arriving for work or
residence or visit from IFS supervisor and deliver to immigrations.
2. Distribute passenger name manifest to airport authorities.
11 -4 -6 MAY 2006
3. First priority to disembark international passengers and direct them to the
international arrival lounge by only showing their passports to the immigration
staff at the gate.
4. Disembark domestic passengers and direct them to the domestic arrival lounge.
5. Off-load international passenger's baggage and send to international arrival
lounge to finalize customs clearance.
6. Off-load domestic passenger's baggage and send to domestic arrival lounge.
International flights departing from the kingdom example (JED/RUH/MNL)
1- ORIGINATING STATION RESPONSIBILITIES (JED):

a- Domestic passengers:
1. Notify airport authorities (immigrations/customs) with the combined flights
departure.
2. Finalize passenger check-in and accept baggage as per the existing procedures.
3. Direct passengers to the international departure lounge.
4. Proceed passengers through dedicated lane at immigrations entrance and
boarding gates for verification of their identity by immigrations.
5. Board passengers to the aircraft after checking of boarding passes by customer
service agents.
6. In case of security observation for any passenger that prevents his travel on
combined flights, an alternative should be secured for him on a scheduled
domestic flight only.
b- International passengers:
1. Finalize passenger check-in procedures and accept baggage as per the existing
applicable procedures.
2. Direct passengers to the international departure lounge.
3. Board passengers to the aircraft.
NOTICE:
- Provide immigration with a form signed by the station duty manager containing
number of passengers (domestic/international) as shown on page ( 11-04-07 )and
inform connecting station.
- In case of security removed hand carried items, they should be withdrawn from
passengers .Customer service agent should apply security removed envelope
procedures and send a telex to the connecting station to deliver the items to the
passenger.
11 -4 -7 MAY 2006
2- CONNECTING STATION RESPONSIBILITIES (RUH) :
(Inform immigration of the flight arrival)
a- Domestic passengers:
1. Disembark passengers and direct them to the domestic arrival lounge after
checking of boarding passes by customer service agent and verification of
identity by immigrations
2. Off-load passenger baggage and send to domestic arrival lounge.
b- International passengers:
1. Advise international passengers to remain on-board.
2. Customer service agent should escort immigration officer to the aircraft who will
check passengers travel documents and their numbers according to the form
sent by immigrations from departure station (JED) and then customer service
agent and immigration officer shall sign passenger verification form.
‫‪11 -4 -8‬‬ ‫‪MAY 2006‬‬
‫***‬
11 -5 -1 JAN 2005
PASSENGERS TRANSITTING VIA IN-KINGDOM

INTERNATIONAL AIRPORTS
A - General:-
To facilitate the travel procedures to this category of passengers to ensure smooth
connection of their travel in an easy civilized process that reflects the kingdom's bright
image, policy and procedure had been established as mentioned below.
B - Policy:-
1. Extending the connecting time of transit passenger's traveling without visa (TWOV)
for 18 hours.
2. Passenger may stay in hotel outside the airport premises or go for shopping until
departure time is due in accordance with the following conditions:-
- Passenger must have a confirmed reservation.
- Immigration authority will check passenger's name in the black list.
- Immigration authority will retain passenger's passport at the airport and the
passenger will be given instead of that a card containing all the required
information.
- Passengers should check with immigration to receive their passports and submit
their cards three hours prior to departure time.
- If passengers failed to depart the Kingdom at the specified time, they would be
subject to penalty as per the residence regulations.
- Transit passengers should be fully aware that changing their travel destination or
the means of transportation is subject to immigration approval.
3. Saudia is allowed to transport transit passengers on international flights via multi in
Kingdom international stations.
4. Allow transit passengers without stopover to depart the kingdom from any other in-
Kingdom international airport to their final destination on domestic flight.
5. Merging customs and security inspection in one check point from arrival to
departure lounges.
6. International passengers who had been previously checked by security at any in-
Kingdom international airport within the itinerary is considered sufficient.
7. Connecting station will provide immigration with system generated list of
international transit passengers names (international / international) containing
passenger's information such as:-
(Name/nationality/passport NO./arrival & departure destination) and should write
by hand in Arabic language only on the same list the arrival and departure
destinations.
11 -5 -2 JAN 2005
C - Procedures:-
1. Reservations and sales offices :
- Employees during booking must inform connecting passengers via In-Kingdom
international airport with the new policy of international transit passengers
(extension of transit period to 18 hours for TWOV ) whereas passenger can stay
in hotel outside the airport premises or go for shopping until connecting flight
departure time is due.
- When requesting availability display of Saudia flights worldwide via in-Kingdom
international airport's flights availability will appear along with flights connecting
from the kingdom within a connecting time less than18 hours.
Example:
AVAILABILITY STATUS LON/MNL 30SEP
TUE 30SEP 1200 LON-MNL MANILA.PH

1A LHRJED 1-2045 0450*1 SV 116 777 0 F7 J7 Y7 L0 X7 N7
2 JEDMNL 2-1650 1030*1 SV 870 777 0 F7 J7 Y7 L8 X7 N7
3A LHRJED 1-2045 0450*1 SV 116 777 0 F7 J7 Y7 L7 X7 N7

4 JEDRUH 2-0730 0905 SV 1020 772 0 F7 J7 Y7 L7 X7 N7
5 RUHMNL 2-2225 1300*1 SV 862 744 0 F7 J7 Y7 L7 X7 N7
- If there Is no availability on some flights, suitable flights can be selected making

sure to calculate connecting time which is not to exceed (18 hours ) starting from
the arrival to departure time.
- If the passenger wants to get use of the new transit policy the following conditions
should be taken Into consideration :-
• Passenger must have a ticket and confirmed reservation to the whole journey
on (L) class for guest class and in accordance with the fare level for first and
business class.
• Passenger must have the required documents and visas to the next
destination station.
• Passenger should be fully aware that leaving the airport or changing their
destination is subject to immigration approval.
• Passenger should bring a colored photograph (passport size) for entry pass.
• Airport immigration will retain the passenger's passport and will be given entry
pass the passenger must return to the airport three hours prior to departure to
receive his passport and submit the entry pass.
11 -5 -3 JAN 2005
Important notice:
- HOTAC for connecting passenger is subject to Saudia notes regarding connecting
passenger expenses if the passenger is entitled for HOTAC, Sales office at the
originating station must issue connecting passenger expense certificate.
- Fare construction, ticket issuance and re-issuance is always made in accordance
with the fare rules and regulation.
- If passenger is not willing to benefit from the extension of transit period or if there
is no availability on flights, reservation will be made according to the normal
applicable procedure and on the first available connecting flight.
2. Departure stations :-
- Finalize passenger travel formalities as normally done with the necessity of adding
passport No. by the entry 1/P/PPT No for automated and semi- online stations.
- Check transit passenger baggage to final destination in accordance with the
applicable procedures.
- Load passenger's baggage in separate containers by showing their positions in
the container pallet message (CPM).
Notice:
Connecting passenger expense and HOTAC voucher shall be introduced if connecting
passenger conditions are complied.
3. Connecting station :-
- Receive and check telexes sent from departure stations.

- Enter passport numbers for transit passengers arriving from non-automated
stations.
- Provide immigration with a copy of the system generated list of international transit
passengers names by using the entry (LOZP/NMT) after ensuring that arrival and
departure stations are manually written by hand in Arabic language on the same
copy.
- Collect transit passenger baggage connecting on international flights after being
checked by security through X-ray machines at the baggage make-up area and
then be transferred on connecting flights.
- If the passenger is connecting on domestic flight or on arriving combined flight to
continue his travel to the final destination as per the following example :-
LON / JED (International flight )

JED / RUH ( Domestic flight ) or( domestic leg of international arriving combined
flight)
11 -5 -4 JAN 2005
RUH / MNL (International flight )
The following should be complied:-

• Fill in receipt and delivery form (SV 935-6970) and receive passports from
immigration and escort passengers to the aircraft.
• Distribute information card of international passengers connecting on
domestic flights or on arriving combined flights(SV 935-6971)
• Handover passenger's passports to in flight services supervisor after getting
his signature on the receipt & delivery form and give him the remaining part of
the form.
• Collect transit passenger baggage after being checked trough X-ray security
machine at the baggage make-up area and load in separate containers.
• Receive containers from customs after being sealed and sent to the domestic
connecting flight under customs security supervision.
• In case of equipment change due to operational requirements, passengers
and should be transferred from aircraft to aircraft after advising security
authorities and under their supervision.
• Send a telex to the next down line connecting station containing the details of
the connecting passengers on domestic flights or on international arriving
combined flights regarding their numbers, passports being delivered to in-flight
services supervisor, baggage container numbers, loading position and the
final station.
Example:-
QD RUHTPSV RUHKLSV RUHHFSV RUHKDSV CPXXXX JEDKLSV
JEDKDSV
.JEDKDSV
ATTN O/D
SUJ: CONECITNG PAX DETAILES O/B SV1028/25DEC
PLZ FIND BELOW THE PAX DETAILS O/B THE ABV MENTIONED FLT
TO CONNECT SV862/25DEC RUH/MNL
- TTL NBR OF PAX 10 EX SV116 / 25DEC
- ALL PAX PPT DLVRD TO SFA OF SV1028
- BAGS LDD IN AKE 2345 POS 33L
- FINAL DSTN MNL
PLZ COLCT THE PPT ND ENSURE SMOOTH TRNSFER OF PAX/BAGS
AS PLANNED STP….BRGDS AL-DHAHRI……….END
- If the passenger is connecting to another international airport via one of the

international In-Kingdom airports holds in his carry-on baggage any items that
restricted in KSA for security reasons and allowed in other countries. Such item
will be confiscated by customs and the following procedures shall be applied:
11 -5 -5 JAN 2005
• Customs representative will collect and place such items in the security
removed envelop number (935-6783) and place same envelop inside the
carton produced for this purposes which is available in main stores under the
number (719-1005).
• Customer services agent should issue limited release, mark (x) in the
appropriate box, obtain passenger signature, affix the tag to the carton and
deliver passenger stub.
• The form designed by customs (confiscated items/delivery form) must be filled
and dully signed by customer services agent, custom agent and official
security representative.
• Customs will retain the box.
• Before connecting flight departure time, customs will deliver the carton to
Saudia representative against his signature on the form.
• Customer services agent must ensure that the carton is being loaded in
aircraft hold.
Notes:
Station should arrange for security removed items envelops and the cartons for this
purposes.
4. On-ward connecting station :-

- Meet and receive transit passenger passports from in-flight services supervisor
after signing passports receipt & delivery form.
- Escort passengers to international departure lounge.
- Deliver passports to immigration department and obtain the signature as per the
form.
- Co-ordinate with the customs security supervisor to finalize customs clearance
procedures regarding baggage.
- Receive baggage from customs and forward to the international connecting flights.
Notice:-
Transit passengers shall not be transported on domestic flights that do not contain
baggage containers (narrow-body A/C) to continue their journey to their final destination.
***
11 -6 -1 JAN 2005
TRANSIT UMRAH PROGRAM
A - General:-
Transit umrah program which permits Saudia to transport transit umrah passengers
who stops at KAIA on their way and they are willing to perform umrah.
B - Policy:-
1. As per umrah regulation, a visa will be granted by immigration authority at the
international arrival lounge of KAIA to passenger transiting by air after complying
with the following conditions:-
- The passenger must be traveling by air from one state heading to another and
that KAIA stopover between the two states.
- Passenger must hold a ticket and a confirmed reservation to his final
destination after stopping at Jeddah on Saudia airlines.
- Passenger should present documents that prove his purchase of a transit
umrah program that was prearranged and marketed by Saudia at its
international stations.
- Stopover period for passenger willing to perform umrah who arrived by air via
KAIA should not be less than 24hours and not to exceed 72hours.
- The program should be from one of the authorized umrah services providers
who are licensed by Saudia in co-ordination with ministry of Hajj and known by
KAIA immigration to handle transit umrah services.
2. Companies or Establishments Licensed to provide transit umrah service are held

responsible to enter all information and provide required service in accordance
with the purchased program for umrah passengers such as accommodation,
transportation etc.. and confirm their departure within 72hours according to the
time limit shown on their passports by obtaining departure certificate stamped from
KAIA immigration.
C - Station Responsibilities:-
1. Departure Station :-
- Ensure passenger is holding a confirmed reservation ticket to his final
destination on Saudia after his stopover in Jeddah.
- Ensure passenger is holding proper travel documents along with valid entry
visa to final destination.
- Ensure passenger is holding purchased voucher for one of the umrah
programs.
- Finalize passenger travel process as normally done and ensure that a copy of
the purchased voucher of the umrah program is attached.
11 -6 -2 JAN 2005
- Accept passenger baggage to the first arrival station.
- Send a telex to the connecting station (transit umrah counter) including
passenger names and nationality.
2. Arrival Station :-
a- Transit umrah counter (Jeddah):-
- Receive the information sent by departure station and co-ordinate with umrah
services developer representative and immigrations.
- Ensure that passenger is met by umrah services developer and will be
provided with the agreed services.
- Take the necessary action regarding inadmissible passenger rejected by
immigration regarding their travel re-arrangements.
b- Umrah Services Developers Responsibilities :-

- Should be present at the dedicated locations to meet arriving umrah
passengers at least on hour before flight arrival for necessary co-ordination.
- Co-ordination with international transit staff to obtain necessary information
regarding transit umrah passengers.
- Co-ordination with immigrations prior to arrival in enough time to finalize any
process to ensure passengers are not delayed at immigration counters upon
arrival.
- Ensure that all umrah passengers have received their baggage before leaving
international arrival lounge.
- Distribute immigration exit cords to the passengers and ensure completion.
- Provide the services to umrah passengers in accordance with the terms of
selected umrah program from the time of their arrival to and from KSA.
- Provide meet and assist services at the airport during arrival and departure.
- Provide special means of transportation on 24hour basis.
- Transport the passengers along with their baggage at least 3hours prior to
departure.
- Co-ordination with station supervisor at departure lounge to determine the
group check-in location before deplaning passenger from the coaches.
***
11 -7 -1 JUN 2007
ACCEPTANCE OF UMRAH AND HAJ PASSENGERS
ON INTERNATIONAL FLIGHTS
A - General:-
In order to benefit from vacant seats on International flights for Haj and Umrah
passengers during their arrival and departure via In-Kingdom mainline stations
(JED/RUH/DMM/MED), and to facilitate passengers transfer at the connecting points,
without affecting Customs and Immigrations regulations, a mechanism had been
established to accept connecting passengers and their baggage if they are traveling
on domestic flights.
B - Procedures:-
1. Reservations & sales Responsibilities
a- Arriving flights to KSA
- Reservation can be made on domestic flights (four digest) only for international
arriving passengers connecting to JED & MED.
- Confirmed reservation must be made for the complete itinerary from the
originating station, a comment shall be added in the (PNR) indicating that
passenger is holding Umrah / Haj visa by using the entry (4FSSR).
(Example) : 4FSSRSV HAJ OR UMRA
- When issuing the ticket, make sure it contains all the flight coupons for the
complete itinerary.
- Connecting time should be at least 4 hours for passengers arriving on
international flights and connecting via domestic airports.
b- Departing flights from KSA:-
- Reservation must be made for the group of passengers of 9 and above, in case
reservation of less than 9 passengers and less, JED station should be notified
through the following address( JEDKD/KPSV) or tel. 6861163-6862334
- Reservation for passengers departing from JED/MED and connecting on
international flights must be made on pure domestic flight (four digits).
- If reservation is made from inside the kingdom or change has been made for the
return flight, connecting time from the domestic flight to the international flight
must not be less than (3) hours, a comment shall be added to the (PNR)
indicating that the passenger is holding Haj or Umrah visa using the entry
(4FSSR). (Example) : 4FSSRSV HAJ OR UMRA
- In case, passenger requested to change his reservation e.g. (MED/KHI) to
(MED/RUH/KHI), ticket must be issued with class differential. Boarding pass
shall not be issued from sales office and passenger should be notified to report
at the airport 4 hours prior to departure for completion of travel formalities by the
authorities.
11 -7 -2 APR 2005
- Notify departing passengers while their return from (JED/MED) of the reporting
time to the airport (4 hours) prior to departure of the domestic flight to complete
the required formalities by the authorities.
2. Stations Responsibilities:
a- Arriving passengers- (Example): (KHI/RUH) Intl. flights.(RUH/JED) Dom. flights
1- Originating station responsibilities (KHI):
- Ensure minimum connecting time at the connecting station is not less than 4
hours.
- Finalize check-in process as normal and add comment to the passenger record
using the entry (1 / C / HAJ PAX) and ensure issuance of two boarding passes
for the international and domestic flights at the DCS stations.
- Accept passengers baggage to the connecting point only (RUH)
- Attaché HAJ baggage identification tag to HAJ passenger baggage and load it in
separate containers and indicate in loading massage (CPM).
- Send a separate telex to the connecting station (STNKPSV) including
connecting flight number and the number of connecting passengers.
2- Connecting station responsibilities (RUH) :

- Review incoming telexes from originating stations regarding connecting
passengers on domestic flights.
- Notify immigrations regarding umra and hajj passengers connecting on the
domestic flight.
- Deplane passengers and check their numbers against the telex received from
the originating stations and transport them separately.
- Direct the connecting passengers to international departure terminal to finalize
security and customs check for their carry-on/ checked baggage.
- Direct the connecting passengers to domestic departure lounge after
compellation of immigrations and customs formalities to checking their baggage
on the domestic flight.
- Load HAJ passenger's baggage in separate containers and indicate in loading
massage (CPM).
- Collect connecting passengers passports according to the passports receipt &
delivery form to be sent to the final destination (JED).
- Make sure connecting passengers baggage weight is added in the load sheet of
the domestic flight. .
- Boarding of the passengers on the domestic flight.
- Send separate telex to the final destination (JED) indicating number of Umra and
hajj passengers on-board the domestic or combined flight.
11 -7 -3 APR 2005
3- Final destination responsibilities (JED) :

- Notify immigrations and customs regarding arriving hajj and umra passengers on
the domestic.
- Meet passengers on the domestic flight and check their numbers against the
telex received from the connecting station (RUH).
- Receive the bag, which contains the passenger's passports from IFS in
accordance to passport receipt and delivery form.
- Direct all arriving passengers on the domestic flight to domestic arrival terminal.
- Off-load baggage of passengers arriving on the domestic flight and send it to
domestic arrival terminal.
- Meet passengers who passports have been received at the connecting station in
accordance to receipt and delivery form at domestic terminal by customer
services staff.
- Accompany the passengers along with their passports and deliver them to
immigrations.
b- Departing passengers: Example: (JED/RUH/KHI)

1- Originating station responsibilities (JED) :
- Notify and co-ordinate with immigrations regarding umra and hajj passengers
departing on the domestic flight to connect on the international flight to their final
destination via the connecting station.
- Finalize check-in process and issue two boarding passes for the domestic and
international flights.
- Accept passenger baggage to passenger final destination.
- Direct passengers to the domestic departure lounge
- Collect passenger passports and file in passport receipt and delivery to be sent
to the connecting stations.
- Load the baggage in separate containers and indicate in the (CPM) of the
domestic flight.
- Boarding of passengers on the domestic flight.
- Send a telex to the connecting station to indicate connecting passengers details
on the international flights.
2- Connecting station responsibilities (RUH):

- Notify immigrations with the number of umra and hajj passengers on the
domestic flights and connecting on the international flight along with number of
passengers who have connecting time more than (3) hours.
- Meet passengers and check their numbers against the telex sent from the
originating stations.
11 -7 -4 APR 2005
- Deplane passengers, transport them separately and direct to the international
departure lounge.
- Deliver passengers passports to immigrations for the exit stamp and return to
passengers.
- Off-load and transfer passenger baggage to the international flight after co-
ordination with customs.
- Boarding of passengers on the international flight.
***

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‫‪PASSENGER SERVICES PROCEUDRES MANUAL‬‬

CHAPTER ONE: GENERAL

SECTION NO. PAGE NO.

01-02-01 PASSENGER SERVICES GOLDEN RULES

01-03-01 REFUSAL OF CARRIAGE

01-06-01 IATA OPERATIONAL SAFETY REQUIREMENT (IOSA)

§ General ………..…….………… ……………………..…….….… 01-06-01

7- “FREE SALE AGREEMENT”

10- “TRANSIT PASSENGER”

11- “TRANSFER PASSENGER”

13- “DELIVERING CARRIER”

14- “RECEIVING CARRIER”

15- “ON-LINE TRANSFER”

16- “INTERLINE TRANSFER”

17- “MINIMUM CONNECTING TIME-MCT”

19- “BAGGAGE CHECK”

20- “CHECKED BAGGAGE”

21- “UNCHECKED BAGGAGE”

22- “BAGGAGE TAG”

23- “EXCESS BAGGAGE”

PASSENGER SERVICES GOLDEN RULES

G - Keep your promises:-

H - Sincerity in dealing with customers:-

A - Right to refuse carriage :-

a. Items which do not constitute baggage as mentioned in the following

B – Performance Standard for domestic stations:-

PERFORMANCE F/J CLASS Y/ CLASS

C – Performance Standard for international stations:-

PERFORMANCE F/J CLASS Y/ CLASS

Note: The final call should be made once.

c- Delay Announcement Due To Late A/C Arrival:-

9. Baggage Collection on Arrival: The following announcement is to be made after

IATA OPERATIONAL SAFETY REQUIREMENT (IOSA)

B - Availability of facilities at airports:-

CHAPTER TWO: TICKETING IN PASSENGERS SERVICES

SECTION NO. PAGE NO.

02-01-01 PASSENGER TICKETS

02-02-01 TRANSITION A AUTOMATED TICKET (TAT)

02-03-01 AUTOMATED TICKET & BOARDING PASS (ATB)

02-04-01 EXCESS BAGGAGE TICKET

02-05-01 MISCELLANEOUS CHARGES ORDER (MCO)

H- LOST FLIGHT COUPONS AFTER ISSUANCE OF BOARDING PASSES:-

§ Complete the lost ticket replacement FORM in accordance with the

TRANSITIONAL AUTOMATED TICKET (TAT)

‫‪ILLUSTRATION OF PASSENGER COUPON‬‬

AUTOMATED TICKET AND BOARDING PASS (ATB)

ILLUSTRATION OF ATB NO. (935-6923)

EXCESS BAGGAGE TICKET

B – Guide to complete the entries of excess baggage ticket:-

NO. NAME OF BOX ENTRY REQUIRED

NO. NAME OF BOX ENTRY REQUIRED

ILLUSTRATION OF EXCESS BAGGAGE TICKET

MISCELLANEOUS CHARGES ORDER (MCO)

‫‪ILLUSTRATION OF MCO NO. ( 065-401‬‬

‫)‪ILLUSTRATION OF MCO NO. (065-403‬‬

CHAPTER THREE: SEATING

03-01-01 FLEET SEATS CONFIGURATION

‫‪FLEET SEATS CONFIGURATION‬‬

‫‪Type of Aircraft‬‬ ‫‪B747/468‬‬

‫‪Seat Chart‬‬ ‫‪935-6899‬‬

‫‪F/C Seats‬‬ ‫‪36‬‬

‫‪J/C Seats‬‬ ‫‪32‬‬

‫‪G/C Seats‬‬ ‫‪290‬‬

‫‪Type of Aircraft‬‬ ‫‪B747/368‬‬