DUBAI NATIONAL AIR TRAVEL

AGENCY (DNATA)
CRK Airport Road, Zone, Clark Freeport, Mabalacat, Pampanga
(August 14, 2023 – November 12, 2023)

A Practicum Report presented to the

College of Hospitality and Tourism Management

In partial fulfillment of the requirements for the degree in

Bachelor of Science in Tourism Management

Submitted by:

Mitzi G. Bautista
Student No: 0120300471

Submitted to:

Roel S. Agustin, LPT, DBAHTM

Practicum Coordinator

November 23, 2023

1
 TABLE OF CONTENTS
COVER PAGE 1
TABLE OF CONTENTS 2
ACKNOWLEDGMENT 3
Chapter I INTRODUCTION 4
Company Profile 5
Corporate Mission, Vision, Objectives, and Values 6
Facilities and Services 7
Chapter II TRAINING DISCUSSION 9
Operations System 13
Organizational Structure 26
Organizational Policies 27
Work Environment 28
Facilities and Equipment 28
Interpersonal Relationship 29
Chapter III TRAINING ANALYSIS 30
Operations System 31
Organizational Structure 36
Organizational Policies 36
Work Environment 36
Facilities and Equipment 36
Interpersonal Relationship 37
Chapter IV CONCLUSION AND RECOMMENDATION 38
Chapter V PHOTO DOCUMENTATION 42
APPENDICES 53
Practicum Document Checklist Form 54
Pre-Practicum Requirements 55
Weekly Attendance Log Sheets 66
Weekly Training Reports 79
Rubric for Written Report 106
Practicum Site Evaluation 107
Practicum Program Evaluation 109
Practicum Guidelines Acknowledgment 111
Performance Evaluation 112
Certificate of Completion 118
REFERENCES 120

2
 ACKNOWLEDGMENT

I would like to express my deepest gratitude and appreciation to all the people who

continuously encourage me to pursue my ambitions by helping me in making my On-the-

Job Training a possible one.

My special thanks are extended to the employees that taught and shared to us

about the airline operations of Dnata company, for parting their knowledge, skills, and

understanding about what future is ahead of us. I am particularly grateful for the

assistance given by the Supervisors, Admins, and Passenger Service Agents. I am

grateful to all the employees' advices which helped me grow professionally and

personally. Thank you for supervising, monitoring, and guiding me during the OJT

Program. Thank you for being a great workplace to enhance not only my technical skills

but as well as the social and spiritual aspects of my life and also for accompanying me

until the completion of my training.

To my family for their unending love and support, for providing all my needs

financially and morally, for their patience and understanding, for their advice, and for

being there at all times.

Above all, to our Almighty God for His immeasurable love and for all the blessings

He has showered upon me. With all my heart and soul, I thank Him for guiding me during

my training in this On-the-Job Training.

/mgb

3
 Chapter I
INTRODUCTION

4
Introduction

Dubai National Air Travel Agency (DNATA)

CRK Airport Road, Zone, Clark Freeport, Mabalacat, Pampanga

Dubai National Air Travel Agency, (commonly known as dnata) is an Emirati airport

services provider which provides aircraft ground handling, cargo, travel, and flight catering

services across five continents.

5
 Dnata was established in 1959 in Dubai, UAE, with five employees. The name

originates as an acronym for Dubai National Air Travel Agency. It has grown significantly

with the first international expansion seen in 1993.

In 2008, the company acquired a 23% share in the travel company Hogg Robinson

Group (HRG) and a 49% share of the global outsource provider Mind Pearl. In 2010,

dnata acquired Alpha Flight Limited, expanding the company to cover 62 airports in 12

countries. The next year, the company opened offices in India, offering air travel, hotel,

and visa services for travelers between India and Dubai. In 2015, dnata acquired RM

Ground Services, in Brazil expanding the operations to 84 countries and operating across

6 continents servicing over 150 airlines. In February 2018, dnata co-founded the Airline

Catering Association, which is based in Brussels, Belgium.

Its 'Vision' is to be the world's most admired air services provider; its ‘Mission’ is to

deliver the promises its customers make; and its 'Values' are sharply focused on safety,

being performance driven, service excellence, delighting customers, and crucially,

imagination and respect. The key objective is to identify and deliver profits for

organizations that choose their services and their expertise. They mutually agree and

implement measurable strategies and action plans.

The chairman and CEO of dnata is Sheikh Ahmed bin Saeed Al Maktoum; born 1

December 1958, an Emirati businessman and member of Dubai’s ruling Al Maktoum

family. He is the president of the Dubai Civil Aviation Authority, CEO and founder of the

6
Emirates Group, and chairman of Dubai World. The CEO of dnata – Clark is Ms. Marose-

Ret P. Lim.

The target market of this company is the people who want to travel internationally.

These people are the local and international travelers which consists of celebrities, official

delegations, students studying abroad, sports team that will be competing on other

countries, leisure travelers for those on vacations or honeymoon, entrepreneurs for their

business trips, foreigners visiting our country, families for their holiday vacations,

Overseas Filipino Workers, and more.

The facilities and services that company offers;

In Ground handling, dnata employs over 41,000 people who handle passenger,

cargo, ramp and technical services for airlines at Dubai International Airport. Globally,

dnata also provides airport services to over 127 airports.

Functioning as the cargo handling operator for the Dubai International Airport

Cargo Gateway, cargo services are provided both regionally and internationally at their

overseas airports, handling over 3 million tons of cargo annually. In 1991, Calogi, an

online communication portal was set up for the cargo community and was the first of its

kind in the region allowing airlines, shippers, freight forwarders and ground handling

agents to conduct business anywhere in the world.

7
 Dnata Travel provides assistance in the areas of corporate and government travel,

luxury holidays, events, groups and incentives, retail and marine travel. There are 202

locations across the GCC with operational presence in Afghanistan, Bahrain, Oman,

Qatar, Kuwait and the Kingdom of Saudi Arabia. dnata Travel is also the regional

managing partner for the Hogg Robinson Group in the Middle East and West Asia.

Flight catering, through the acquisition of Alpha Flight Limited in 2010, dnata

operates an international flight catering service across 62 airports and 12 countries. With

an annual turnover of £360 million STG (AED2.3 billion) in 2010, the company serves

120,000 meals on a daily basis.

8
 Chapter II
TRAINING
DISCUSSION

9
Training Discussion

In Scoot Airline, I learned all of the uncomplicated tasks because they let us work

by ourselves alone. I put bag tag in every bags and boxes of the passengers. They let us

released boarding passes to the passengers when they come back to give the receipt

from the travel tax.

While the check in counter is ongoing, I will bring the gate bag and prepare all the

things that we need in boarding gate. I will also do the printing, stamping, and distribution

of initial documents to different offices in the airport. I learned all of these by the help of

the agents.

On the CIQ task, I learned here that it is important to know the on-hold and off-

loaded passengers because they have to track and bring back the check-in bags as soon

as possible. It is also important because they have to monitor the number of passengers

that are good to go.

On the LL task, I learned that this agent is the one who will be handling the case if

there is a passenger approached them for the lost or damaged luggage. If there will be

no case, it is good to go to create a Baggage Handling Report.

On the Docs task, I learned that there are a lot of offices that needs to get the

documents needed in every flight. They are getting the General Declaration form, Cargo

manifest, and Passenger Manifest where all the names of passengers are listed. We will

distribute it to the Immigration Departure, Immigration Arrival, Terminal Fee, Bureau of

Quarantine, AOCC, Customs, and AOD.

10
 In Emirates Airline, we were first assigned at the Counter Queuing. I noticed that

most of their passengers are OFWs going to Dubai and Saudi Arabia. Our other task

there was they let us released boarding passes to the passengers when they come back

to give the receipt from the travel tax.

On the CIQ task, I learned here that it is important to know the on-hold and off-

loaded passengers because they have to track and bring back the check in bags as soon

as possible. It is also important because they have to monitor the number of passengers

that are good to go.

On the Docs task, it is also the same on our previous airline. They are distributing

the General Declaration form, Cargo manifest, and Passenger Manifest where all the

names of passengers are listed. There is also printing, stamping, and distributing for the

initial docs. For the final docs, we will distribute it to the Immigration Departure,

Immigration Arrival, Terminal Fee, Bureau of Quarantine, AOCC, Customs, and AOD. I

also learned here that there is an additional task for Docs Agent. It is assisting the

Departure Pilots and Cabin Crews until the boarding gate. While the Arrival Pilots and

Cabin Crews will be assisted until outside the airport where their bus from the Hotel is

waiting.

In Jin Air Airline, we were first assigned at the Counter Queuing. I obviously noticed

that most of their passengers are Koreans going to Korea. But sometimes, there are also

Filipinos going to Korea as a tourist or Filipinos as an OFWs.

On the Docs task, it is also just the same on our previous airlines. They are

distributing the General Declaration form, Cargo manifest, and Passenger Manifest where

11
all the names of passengers are listed. There is also printing, stamping, and distribution

for the initial docs. For the final docs, we will distribute it to the Immigration Departure,

Immigration Arrival, Terminal Fee, Bureau of Quarantine, AOCC, Customs, and AOD. I

also learned here that there is an additional task for Docs Agent. It is assisting the

Departure Pilots and Cabin Crews until the boarding gate.

On the LL task, it is also welcoming the arrival passengers together with Gate Lead

Agent. I learned that this agent is the one who will be handling the case if there is a

passenger approached them for the lost or damaged luggage. If there will be no case, it

is good to go to create a Baggage Handling Report. An additional task for LL is assisting

of Arrival Pilots and Cabin Crews until outside the airport where their bus from the Hotel

is waiting.

OMNI Cabin Crew Training

The first part of our On-the-Job Training was the Cabin Crew Training Experience

at OMNI Aviation. This training is equivalent to two hundred hours and is surely beneficial

for us. Aside from the long hours spent on our practicum program, I also liked everything

we did in this training. The three days of training were not enough because we enjoyed

all the tasks and activities. The instructors were all nice and good at teaching.

On our first day of training, we brought our make-up and hair tools because that

day, we tackled the airline grooming. We did our hair and make-up. We also practiced the

proper sitting, proper posture, and proper way of walking. It's important to have

confidence to deliver all that. Aside from that, having a connection with the person you

are talking to is also important. When talking to other people, it's necessary to make eye

12
contact and do the proper way of shaking their hands. The way you talk is about how you

present yourself. It's not all about the appearance. First impressions last so it's important

to be confident to show and present yourself better.

On our second day, I liked the classroom setup because it looked like a real

aircraft. We tackled the airline catering and onboard retail services. I gained a lot of

knowledge about the meals served onboard. There are special meals for people who

have an allergic reaction, children, diet meals, different religions, and more. We also

experienced using the service trolley and serving my classmates as a passenger. All

passengers must be served and we have to make sure that all passengers are served.

On our third day, we experienced opening the service door. It was a hard opening

on the first try, but still exciting. We also talked about the emergency procedures. We

jump and slide on their tall slide outside. We also performed the evacuation drills. I liked

our performance because we did it on our first try.

In general, our training experience was memorable. We enjoyed everything and

gained a lot of knowledge from the different instructors.

2.1 Operations System

SCOOT AIRLINE

Counter – Check in Procedure

All passengers, with or without online checked-in procedure, need to proceed at

the check in counter. The passenger will fall in line first at the Visa Reader to verify their

13
Visas and will proceed to the waiting lane. The Passenger Service Agent will call the

passenger/s and greet them if it’s their turn already at the counter.

The Passenger Service Agent will then process the passenger’s transactions,

securing all necessary documents for the confirmation of their booking. The documents

needed are; Passport, return ticket if their purpose of travel is as a tourist, OEC or the

Overseas Employment Certificate if they are OFW, Resident ID if they are a resident in

Singapore, Visa if they have a connecting flight going to Dubai, Melbourne, Perth, and

other countries requiring Visas.

The Passenger Service Agent will put bag tag on the check in bags or boxes of the

passengers and they will give the boarding pass if all the documents are complete.

The PSA will call the Process the transaction Put bag tag and
pax, greet them, and ask and secure all the docs release boarding pass.
the purpose of travel. needed.

Figure 1. Counter – Check in Procedure

CIQ – Customs Immigration and Quarantine

The Agent that will be assigned on this task will have to make sure that all

passengers pass by the immigration. The Agent needs to list down all the passengers on

hold and off loaded in the immigration, and will announce it on all stations of the flight. It

is important to know the off-loaded passengers because they have to track and bring back

the check in bags as soon as possible.

14
 This Agent will also be the one who is responsible for finding the missing pax when

boarding.

The PSA will look for the Ask the name of the pax Announce the
pax on hold and or the Immigration sequence number and
offloaded in the officer. name to all stations.
immigration.
Figure 2. CIQ – Customs Immigration and Quarantine

Boarding Gate – Boarding Procedure

The passengers who were done at the Immigration will proceed to the boarding

gate to wait for the time of boarding. The Agents together with the Supervisor will have to

wait for the signal of Gate Lead, which is the Agent who is assigned for the arrival of

aircraft, leading the cleaners who will clean the aircraft, the loading of cargos, writing the

timings of everything that they will do in the aircraft, and the one who is in charged in

talking to the Purser. The Gate Lead will then tell all the stations when it’s now time for

boarding through their radio.

At the boarding gate, one Agent will announce the Pre-boarding and boarding

announcement. They will announce the boarding sequence because the passengers who

avail the Board Me First service, seated at the first row, travelling with children, elderly,

and people who needs special assistance will be the first to be boarded. Next will be the

passengers seated in Zone D, C, and B.

15
 Waiting time of the Announcement of pre- Boarding by calling the
passengers at the boarding, boarding, and passengers per Zone.
boarding gate. boarding sequence.

Getting of passport and Passengers will pass Agents will wait for the
boarding pass to be tear through boarding bridge push back and
for scanner. going to the aircraft. airborne of the aircraft.

Figure 3. Boarding Gate – Boarding Procedure

LL Lost Luggage – Arrival

The LL Agent will be the one who will welcome the arrival passengers together

with the Gate Lead agent. After the disembarkation of the passengers, the Agent will go

down to the Arrival at the Carrousel to wait the passengers to get their check in bags. If

there will be a case where in their bags didn’t arrive or the bag is damaged, the agent will

talk to the passenger and create a report regarding the case. If there will be no case, the

agent will then create the Baggage Handling Report.

Welcoming the arrival Wait for the passengers Create the Baggage
passengers. to get their check in Handling Report.
bags.

Figure 4. LL Lost Luggage – Arrival

Initial and Final Documents – Distribution

The Docs Agent that will be assigned on this task should have the tap card for

easy access in every office. For the Initial Documents, this is the printing of documents,

stamping, and distribution to offices. The documents are General Declaration form and

16
Passenger Manifest. It will be distributed to Immigration Departure, Terminal Fee,

Immigration Arrival, and Customs. While the stamping will be at the Bureau of Quarantine

and AOD.

For the Final Documents, these are the Gendec that were stamped at the BOQ

and AOD, and also the Passenger Manifest where all the names of Passengers are listed.

The Agent will distribute it to the Immigration Departure, Immigration Arrival, Terminal

Fee, Bureau of Quarantine, AOCC, Customs, and AOD.

The Agent will also be one who will compile all the excess documents from the

Aircraft and the other documents needed to be compiled.

Printing, stamping, and Agent will give the Distribution and

distribution of initial aircraft docs to the gate compiling of final
documents. lead/purser. documents.

Figure 5. Initial and Final Documents

EMIRATES AIRLINE

Counter – Check in Procedure

All passengers, with or without online checked-in procedure, need to proceed at

the check in counter. The passenger will fall in line first at the Visa Reader to verify their

Visas and will proceed to the waiting lane. The Passenger Service Agent will call the

passenger/s and greet them if it’s their turn already at the counter.

The Passenger Service Agent will then process the passenger’s transactions,

securing all necessary documents for the confirmation of their booking. The documents

needed are; Passport, return ticket if their purpose of travel is as a tourist, OEC or the

17
Overseas Employment Certificate if they are OFW, Visa going to Dubai and other

countries requiring Visas.

The Passenger Service Agent will put bag tag on the check in bags or boxes of the

passengers and they will give the boarding pass if all the documents are complete.

The PSA will call the Process the transaction Put bag tag and
pax, greet them, and ask and secure all the docs release boarding pass.
the purpose of travel. needed.

Figure 6. Counter – Check in Procedure

CIQ – Customs Immigration and Quarantine

The Agent that will be assigned on this task will have to make sure that all

passengers pass by the immigration. The Agent needs to list down all the passengers on

hold and off loaded in the immigration, and will announce it on all stations of the flight. It

is important to know the off-loaded passengers because they have to track and bring back

the check in bags as soon as possible.

This Agent will also be the one who is responsible for finding the missing pax when

boarding.

The PSA will look for the Ask the name of the pax Announce the
pax on hold and or the Immigration sequence number and
offloaded in the officer. name to all stations.
immigration.
Figure 7. CIQ – Customs Immigration and Quarantine

18
Boarding Gate – Boarding Procedure

The passengers who were done at the Immigration will proceed to the boarding

gate to wait for the time of boarding. The Agents together with the Supervisor will have to

wait for the signal of Gate Lead, which is the Agent who is assigned for the arrival of

aircraft, leading the cleaners who will clean the aircraft, the loading of cargos, writing the

timings of everything that they will do in the aircraft, and the one who is in charged in

talking to the Purser. The Gate Lead will then tell all the stations when it’s now time for

boarding through their radio.

At the boarding gate, one Agent will announce the Pre-boarding and boarding

announcement. They will announce the boarding sequence because the First Class and

Business Class passenger will be the first to board the aircraft, next will be the passengers

travelling with children, elderly, and people who needs special assistance will be the next

to be boarded. Next will be the passengers seated in Zone C, D, E, and F.

Waiting time of the Announcement of pre- Boarding by calling the

passengers at the boarding, boarding, and passengers per Zone.
boarding gate. boarding sequence.

Getting of passport and Passengers will pass Agents will wait for the
boarding pass to be tear through boarding bridge push back and
for scanner. going to the aircraft. airborne of the aircraft.

Figure 8. Boarding Gate – Boarding Procedure

LL Lost Luggage – Arrival

The LL Agent will be the one who will welcome the arrival passengers together

with the Gate Lead agent. After the disembarkation of the passengers, the Agent will go

19
down to the Arrival at the Carrousel to wait the passengers to get their check in bags. If

there will be a case where in their bags didn’t arrive or the bag is damaged, the agent will

talk to the passenger and create a report regarding the case. If there will be no case, the

agent will then create the Baggage Handling Report.

Welcoming the arrival Wait for the passengers Create the Baggage
passengers. to get their check in Handling Report.
bags.

Figure 9. LL Lost Luggage – Arrival

Initial and Final Documents – Distribution

The Docs Agent that will be assigned on this task should have the tap card for

easy access in every office. For the Initial Documents, this is the printing of documents,

stamping, and distribution to offices. The documents are General Declaration form and

Passenger Manifest. It will be distributed to Immigration Departure, Terminal Fee,

Immigration Arrival, and Customs. The stamping will be at the Bureau of Quarantine and

AOD.

Additional task for Docs agent is assisting of Departure and Arrival Pilots and

Cabin Crews. It is assisting the Departure Pilots and Cabin Crews until the boarding gate.

And the Arrival Pilots and Cabin Crews will be assisted until outside the airport where

their bus from the Hotel is waiting.

For the Final Documents, these are the Gendec that were stamped at the BOQ

and AOD, and also the Passenger Manifest where all the names of Passengers are listed.

The Agent will distribute it to the Immigration Departure, Immigration Arrival, Terminal

Fee, Bureau of Quarantine, AOCC, Customs, and AOD.

20
 The Agent will also be one who will compile all the excess documents from the

Aircraft and the other documents needed to be compiled.

Printing, stamping, and Assisting of departure Agent will give the

distribution of initial Pilots and Cabin Crews aircraft docs to the gate
documents. until boarding gate. lead/purser.

Assisting of arrival Pilots Distribution and

and Cabin Crews until compiling of final
their bus. documents.
JIN AIR AIRLINE

Figure 10. Initial and Final Documents

Counter – Check in Procedure

All passengers, with or without online checked-in procedure, need to proceed at

the check in counter. The passenger will fall in line first at the waiting lane. The Passenger

Service Agent will call the passenger/s and greet them if it’s their turn already at the

counter.

The Passenger Service Agent will then process the passenger’s transactions,

securing all necessary documents for the confirmation of their booking. The documents

needed are; Passport, return ticket if their purpose of travel is as a tourist, OEC or the

Overseas Employment Certificate if they are OFW, Visa for countries requiring it.

The Passenger Service Agent will put bag tag on the check in bags, boxes, or golf

bags of the passengers and they will give the boarding pass if all the documents are

complete.

21
 The PSA will call the Process the transaction Put bag tag and
pax, greet them, and ask and secure all the docs release boarding pass.
the purpose of travel. needed.

Figure 11. Counter – Check in Procedure

Sweeper

The Agent that will be assigned on this task will have to make sure that all

passengers pass by the immigration. The Agent needs to ask the Immigration officers if

there are off loaded passengers. It is important to know the off-loaded passengers

because they have to track and bring back the check in bags as soon as possible.

This Agent will also be the one who is responsible for finding the missing pax when

boarding.

The PSA will look for the Ask the name of the pax Announce the
pax on hold and or the Immigration sequence number and
offloaded in the officer. name to all stations.
immigration.
Figure 12. Sweeper

Boarding Gate – Boarding Procedure

The passengers who were done at the Immigration will proceed to the boarding

gate to wait for the time of boarding. The Agents together with the Supervisor will have to

wait for the signal of Gate Lead, which is the Agent who is assigned for the arrival of

aircraft, leading the cleaners who will clean the aircraft, the loading of cargos, writing the

timings of everything that they will do in the aircraft, and the one who is in charged in

22
talking to the Purser. The Gate Lead will then tell all the stations when it’s now time for

boarding through their radio.

At the boarding gate, one Agent will announce the boarding announcement. They

will announce the boarding sequence once the aircraft is ready for boarding.

Waiting time of the Announcement of pre- Boarding by calling the

passengers at the boarding, boarding, and passengers per Zone.
boarding gate. boarding sequence.

Getting of passport and Passengers will pass Agents will wait for the
boarding pass to be tear through boarding bridge push back and
for scanner. going to the aircraft. airborne of the aircraft.

Figure 13. Boarding Gate – Boarding Procedure

LL Lost Luggage – Arrival

The LL Agent will be the one who will welcome the arrival passengers together

with the Gate Lead agent. After the disembarkation of the passengers, the Agent will

assist the Arrival Pilots and Cabin Crews until outside the airport where their bus from the

Hotel is waiting. After that, the Agent will go back to Arrival at the Carrousel to wait the

passengers to get their check in bags and golf bags. If there will be a case where in their

bags didn’t arrive or the bag is damaged, the agent will talk to the passenger and create

a report regarding the case. If there will be no case, the agent will then create the Baggage

Handling Report.

23
 Welcoming the arrival Compiling and Assisting of arrival
passengers. distribution of arrival Pilots and Cabin
docs. Crews until their bus.

Wait for the passengers Create the Baggage

to get their check in Handling Report.
bags.

Figure 14. LL Lost Luggage – Arrival

Initial and Final Documents – Distribution

The Docs Agent that will be assigned on this task should have the tap card for

easy access in every office. For the Initial Documents, this is the printing of documents,

stamping, and distribution to offices. The documents are General Declaration form and

Passenger Manifest. It will be distributed to Immigration Departure, Terminal Fee,

Immigration Arrival, and Customs. The stamping will be at the Bureau of Quarantine and

AOD.

Additional task for Docs agent is assisting of Departure Pilots and Cabin Crews. It

is assisting the Departure Pilots and Cabin Crews until the boarding gate.

For the Final Documents, these are the Gendec that were stamped at the BOQ

and AOD, and also the Passenger Manifest where all the names of Passengers are listed.

The Agent will distribute it to the Immigration Departure, Immigration Arrival, Terminal

Fee, Bureau of Quarantine, AOCC, Customs, and AOD.

The Agent will also be the one who will compile all the excess documents

from the Aircraft and the other documents needed to be compiled.

24
 Printing, stamping, and Assisting of departure Agent will give the
distribution of initial Pilots and Cabin Crews aircraft docs to the gate
documents. until boarding gate. lead/purser.

Distribution and
compiling of final
documents.

Figure 15. Initial and Final Documents

2.2 Organizational Structure

Passenger Service Agent provides general support to ticketed passengers during

check-in. Help them check luggage and print boarding passes. Ensure that passengers,

and their luggage, get on the right flight. Other duties in this position include answering

queries, assigning seats, and scanning boarding passes.

Work Schedule

Mitzi Bautista – Trainee

MON TUES WED THURS FRI SAT SUN

Scoot 06:00AM- 06:00AM- 06:00AM- 06:00AM- 06:00AM- Day off 06:00AM-

12:00PM 12:00PM 12:00PM 12:00PM 12:00PM 12:00PM

Emirates 12:30PM- 12:30PM- 12:30PM- 12:30PM- 12:30PM- Day off 12:30PM-

21:30PM 21:30PM 21:30PM 21:30PM 21:30PM 21:30PM

Jin Air 20:00PM- 20:00PM- 20:00PM- 20:00PM- 20:00PM- Day off 20:00PM-
02:30AM 02:30AM 02:30AM 02:30AM 02:30AM 02:30AM

25
Organizational Structure

OJT

Figure 16. Outstation Management Organizational Chart

26
Job Description

The learner, who may be inexperienced, performs job tasks or observes them

being performed by a more experienced worker in the same work area. As a trainee, we

engage with different nationalities of passengers. We assist them by answering their

queries. Completing all assigned tasks and assisting with day-to-day operations. This also

includes shadowing with a tenured employee to understand various tasks.

• Putting of bag tags on passenger’s check-in bags.

• Releasing of boarding passes to the passengers after getting their travel tax

receipt.

• Stamping, compiling, printing, and distribution of initial documents.

• Pre-boarding and boarding announcement at the boarding gate.

• Distribution of final documents to different offices.

• Informing the passenger about the needed documents on the counter.

• Assisting of arrival and departure Cabin Crews.

• Distribution of arrival documents to different offices.

• Assisting of passengers at the boarding bridge.

• Preparing the counter by putting the signages, bag tags, boarding passes,

baggage claim stub, and priority tags.

2.3 Organizational Policies

Organizational policies and procedures provide guidelines for decision-making

processes and the way that works in an organization should be carried out. The result of

27
having clear, well-written policies, and procedures are increased transparency,

accountability, uniformity, and stability.

• The employees need to complete 36 hours in a week.

• Employees must be well groomed by wearing their uniform, high-heeled shoes,

make-up, and neat hair bun.

• Employees should wear face mask to prevent them from getting sick.

• Employees must request having their leave ahead of time.

• The employees should not wear their uniform before and after duty outside the

work premises.

2.4 Work Environment

A work environment is the setting, social features, and physical conditions in which

you perform your job. These elements can impact feelings of well-being, workplace

relationships, collaboration, efficiency, and employee health.

A. Facilities and equipment

The facilities and equipment of this company has cleaned, organized, and

comfortable work environment. Every document per airline are well arranged on their

filling cabinet. They also have complete technology and tools to make their operation

productive. By having enough resources and consisting all of these, there will be a

positive daily work experience most of the time.

28
B. Inter-personal relationship

The company has a positive work environment because the employees are

welcoming and approachable. They make every task easier because of their nice

personality and skills. These employees were always willing to teach us on every task

that will assigned to us. They helped us to develop our skills through guiding us in

performing every tasks and responsibilities during our duty. We received support,

recognition, and gives us feedback on our performances.

29
 Chapter III
TRAINING
ANALYSIS

30
Training Analysis

Operational Aspects Strengths Weaknesses Recommendations

Operation Systems

I. Scoot

a. Counter - Check in a.1. The agent a.1. The queuing of a.1. Expedite the

procedure knows all the the passengers is process of checking in

process and taking a lot of time by limiting the referral

necessary when the agent is of some agents to the

documents because referring it to the supervisor.

of the training supervisor.

conducted for them.

b. CIQ - Immigration b.1. It’s easy to ask b.1. Difficult to b.1. Additional

queries to the locate missing assigned agent for this

Immigration officer passengers task if possible or when

because they are because the agent the flight is full.

just talking to one assigned is only

duty officer of the one.

department.

c. Boarding procedure c.1. Quick time of c.1. Triple tasking c.1. Always remind the

boarding when when there are passengers at the

passengers are passengers need to counter to go to the

locate. boarding gate earlier.

31
 going to the boarding

gate ahead of time.

d. LL Lost Luggage – d.1. Updating the d.1. A long process d.1. Filling of report

Arrival passengers of making a report immediately so that the

immediately when when there is a case task will be done

there is a progress like lost or damaged easily.

on their case. baggage.

e. Initial and Final e.1. Uncomplicated e.1. It will take a lot e.1. Organized and

Documents - task because it was of long walks going compile all the

Distribution only assigned on to the different documents needed

filing and distribution offices compiling immediately.

of the documents. and distributing.

II. Emirates

a. Counter – Check in a.1. The agent a.1. The queuing of a.1. Expedite the

procedure knows all the the passengers is process of checking in

process and taking a lot of time by limiting the referral

necessary when the agent is of some agents to the

documents because referring it to the supervisor.

of the training supervisor. a.2. Accept the next

conducted for them. a.2. Taking a lot time passenger when the

when the passenger first passenger has

has excess excess baggage.

baggage.

32
b. CIQ – Immigration b.1. It’s easy to ask b.1. Difficult to b.1. Additional

queries to the locate missing assigned agent for this

Immigration officer passengers task if possible or when

because they are because the agent the flight is full.

just talking to one assigned is only

duty officer of the one.

department.

c. Boarding procedure c.1. Organized c.1. Triple tasking c.1. Always remind the

boarding procedure when there are passengers at the

by calling the passengers need to counter to go to the

passengers per zone locate. boarding gate earlier.

and when

passengers are

going to the boarding

gate ahead of time.

d. LL Lost Luggage – d.1. Updating the d.1. A long process d.1. Filling of report

Arrival passengers of making a report immediately so that the

immediately when when there is a case task will be done

there is a progress like lost or damaged easily.

on their case. baggage.

e. Initial and Final e.1. Uncomplicated e.1. It will take a lot e.1. Organized and

Documents - task because it was of long walks going compile all the

Distribution only assigned on to the different

33
 filing and distribution offices compiling documents needed

of the documents. and distributing the immediately.

documents. And

assisting of arrival

and departure Cabin

Crews

III. Jin Air

a. Counter – Check in a.1. The agent a.1. The queuing of a.1. Expedite the

procedure knows all the the passengers is process of checking in.

process and taking a lot of time a.2. Accept the next

necessary when the agent is passenger first when

documents because referring it to the the first passenger has

of the training supervisor. excess baggage.

conducted for them. a.2. Taking a lot of

time when the

passenger has

excess baggage.

b. CIQ – Immigration b.1. It’s easy to ask b.1. Difficult to b.1. Additional

queries to the locate missing assigned agent for this

Immigration officer passengers task if possible or when

because they are because the the flight is full.

34
 just talking to one assigned agent is

duty officer of the only one.

department.

c. Boarding procedure c.1. Organized c.1. Triple tasking c.1. Always remind the

boarding procedure when there are passengers at the

when passengers passengers need to counter to go to the

are going to the locate. boarding gate earlier

boarding gate ahead c.2. Boarding c.2. Announce the

of time. without calling of boarding per zone.

passengers per

zone.

d. LL Lost Luggage – d.1. Updating the d.1. A long process d.1. Filling of report

Arrival passengers of making a report immediately so that the

immediately when when there is a case case will be done

there is a progress like damaged and easily.

on their case. lost baggage.

e. Initial and Final e.1. Uncomplicated e.1. It will take a lot e.1. Organized and

Documents - task because it was of long walks going compile all the

Distribution only assigned on to the different documents needed

filing and distribution offices and assisting immediately.

of the documents. Pilots and Cabin

Crews.

35
Organizational Wide scope of Lacking in details of Update the

Structure departments that job positions. organizational

consists of different structure with names of

employees. key personnel and

their position.

Organizational Fair, clear, and The newly hired Always update the

Policies organized policies employees tend to supervisor as soon as

for all the forget or not yet possible when the

employees. aware about the employee will be

policies especially absent. And put some

when it comes to the printed policies in the

attendance. office.

Work Environment

a. Facilities and a.1. The company a.1. Lack of man a.1. Maintain the

Equipment has cleaned and power when other number of employees

organized work employees are and give an advice as

environment. absent without an soon as possible.

advice.

a.2. The company a.2. Lack of filing a.2. An additional filing

has enough staff and cabinets for the cabinet for the

other resources to documents of 3 documents of the 3

make the operation airlines. airlines.

productive.

36
b. Inter-personal b.1. The company b.1. The supervisors b.1. Maintain the

Relationship has employees who are expecting high positive work

are welcoming and to the agents and environment and avoid

approachable to newly hired. pressuring the agents.

everyone.

37
 Chapter IV
CONCLUSION
AND
RECOMMENDATION

38
CONCLUSION

As a graduating student who is taking up Bachelor of Science in Tourism

Management, this course requires us to undergo the On-the-Job Training in order to

experience a real working environment. On-the-Job Training is indeed vital and necessary

to students because the program expands the students' knowledge as it helps the

students explore their strengths and weaknesses in the actual work area. OJT assists

with career development by providing real work experiences that provide students with

opportunities to develop professional skills and competencies.

Upon completing the number of hours needed for our On the Job Training, together

with the Dnata company, I have been provided with intensive learning experience, ethical

working values, better communication skills, improved professional self-development,

and confident self-competence. I did not only gain practical skills but I also had the

opportunity to meet different people and learned how to deal with them in an ethical way.

I was also able to contribute to the company's need of assistance.

This On-the-Job Training serves as my stepping stone to pursue my dream to work

in the tourism industry. Since I was given some ideas about the airline operations where

I conducted my training, I am inspired to be part of it someday.

I learned to handle my responsibilities as well as my accountability to the station. I

also observed proper time management and act with speed and urgency. I will not forget

this internship because I totally developed my skills, personality, and capabilities. I am

truly grateful for all the learning and experiences. It was a meaningful one that caused a

very huge effect to me.

39
RECOMMENDATION

I have observed many positive and negative points during this period of three

months that I would like to address. Throughout the duration of my internship, we were

required to train in the three airlines of Dnata. Scoot Airline, Emirates Airline, and Jin Air

Airline. I have gained knowledge and supportive guidance from the great employees of

this company.

The place was very nice for a workplace, but I would like to recommend to make

their office space wide for the comfort of agents during briefing or they could add more

office chairs for them. Also, their rules and regulations should be share out properly in

order for the new employees to be aware.

Good communication between agents and supervisors should be present at all

times to have a smooth flow of work and avoid miscommunication. Supervising and

leading their employees without any pressure to avoid conflicts. Make sure the order or

command that they will give to the employees are clearly explained so that

misunderstandings can be prevented. I would like to recommend giving motivation and

avoid pressuring them as much as possible.

I would also recommend raising the wages because their work is not easy.

Sometimes, they have a different work schedules to complete the work hours and that is

not really easy. Messed up sleeping schedule is one of the hardest parts of their job. Low

salary is one of the reasons why other agents prefer to find other jobs.

In general, my experience with this company was marvelous. I am looking forward

to work with them very soon. I'm so thankful for the employees of this company. I

appreciate the way they supported us. Their help is greatly appreciated.

40
 In addition, the recommendation for our On-the-Job Training would be; I think it

would be great if they could provide allowance for the trainees. This will be highly

appreciated because it will be fair enough just like when company is hiring new employees

and training them. Another recommendation for our department, I think having our OJT

program on 2nd semester would be nice because it might be an advantage for us to have

a work waiting for us already. Though, I understand that having it on 1st semester is fine

because most of the schools are having it on their 2nd semester.

41
 Chapter V
PHOTO
DOCUMENTATION

42
PHOTO DOCUMENTATION
This was our first day of duty.
They let us announced the
pre-boarding and boarding
announcement of Scoot
Airline.

This was our everyday task in

Scoot Airline. They let us do
the initial documents. The
printing, stamping, and
distribution to different offices.

Our overtime duty with the

admin of Scoot Airline was to
cut the old documents for
disposal.

43
PHOTO DOCUMENTATION
While waiting for the arrival
passengers to get their bags.

Another over time duty with the

admin of Scoot Airline was to
cut or hide the details of old bag
tags for disposal.

While waiting for the arrival of

the aircraft. We will be
welcoming the passengers
together with the gate lead.

44
PHOTO DOCUMENTATION
I brought the gate bag
because it contains everything
that we will need for the
boarding gate and initial
documents.

While waiting for the time out.

We took a photo with the
Scoot’s Admin, Ma’am Ada.
She was with us every
weekday. We had a wonderful
moment with her.

This was our last day of duty

in Scoot Airline. We bought
pizza for everyone to show
them an appreciation.

45
PHOTO DOCUMENTATION
My photo inside the aircraft of
Scoot Airline. I was so happy
because they let us go inside.

Counter queuing was the first

task assigned to us. This was
our daily task in Emirates and
Jin Air Airline. Here, I prefer
saying to the passengers the
documents needed when it's
their turn in the counter. It's
much better to prepare
everything so that they will be
checked-in easily.
This was my pre-boarding
announcement experience in
Emirates. It's a longer
announcement than the first
airline where we had our duty.

46
 PHOTO DOCUMENTATION
This photo was captured by
my classmate when we
assisted the Pilots and Cabin
` Crews of Emirates. It is one of
the docs agent tasks, to assist
the crews.

This photo was taken by the

agent. We were assigned in the
CIQ task where we have to
check the on hold and
offloaded passengers in the
Immigration. Also, to locate the
missing passengers when
boarding already.

This was the time when we

were waiting for the departure
Pilots and Cabin crews outside
the airport. They came from
the hotel where they had their
layover.

47
PHOTO DOCUMENTATION
While waiting for the arrival of
the aircraft, we took a photo at
the bridge. We welcomed the
passengers when the aircraft
arrived.

A group photo together with

our favorite agents in Emirates
airline. They were the people
who made us feel welcome in
Emirates.

Before assisting the arrival

Cabin Crews, we took the
opportunity to take a photo
with them. This photo was one
of my favorites because this
lady looks like a Barbie doll!

48
PHOTO DOCUMENTATION
A photo inside the Emirates
aircraft. This is the first-class
seat and I'm totally amazed
when we got to explore the
First class and Business class
seats.

Compiling of excess
documents.

While waiting for the departure

Pilots and Cabin Crews of Jin
Air Airline. This was also my
first time taking a photo on that
area.

49
PHOTO DOCUMENTATION
We took a photo after
boarding of the passengers.
We're always assigned to
watch over here when it's
already boarding.

Counter Preparation. One of

my favorite tasks in Jin Air
Airline. I like putting the bag
tags and boarding passes at
the counter. There are also
other things needed in
preparing the counter.

Our last day of duty. A group

photo with Jin Air Airline
agents and supervisor.
Incomplete because the
others took a day off. We also
bought pizza for them to show
our appreciation.

50
PHOTO DOCUMENTATION
A photo inside the Jin Air
Aircraft.

A photo outside the aircraft.

A photo at the ramp. I'm glad

because they let us take a
photo at the ramp.

51
PHOTO DOCUMENTATION
Serving using the service
trolley.

Opening the service door and

performed the evacuation
drills.

Jump and slide evacuation.

52
APPENDICES

53
REFERENCES

54
120
References

EssayBizLab.com. Dnata Aviation Company’s Marketing Strategy.

https://essaybizlab.com/dnata-aviation-companys-marketing-strategy/

dubaiholding.com. HH Sheikh Ahmed bin Saeed Al Maktoum.

https://dubaiholding.com/en/who-we-are/leadership/hh-sheikh-ahmed-bin-saeed-

al-maktoum/

www.dnata.com. Ground Handling Services https://www.dnata.com/en/ground-handling

Jennifer, H., (2023). What is a work environment?

https://www.indeed.com/career-advice/finding-a-job/types-of-work-

environments#:~:text=What%20is%20a%20work%20environment,collaboration%2C%2

0efficiency%20and%20employee%20health.

dnata.com. About dnata. https://www.dnata.com/en/about

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