Our Services
A flawless welcomein passenger services
From the check-in desk to the boarding gate, we are with you at every passenger touchpoint.
Overview
From check-in to boarding, one accountable team
At Esenboğa Airport, our passenger services team takes the process that starts at the check-in desk all the way to the boarding gate. Running every step in the terminal from a single point of coordination shortens waiting times and keeps every transaction error-free.
Our certified staff work in line with your airline's own procedures and with DGCA regulations. Shifts are planned around your flight schedule, and trained reserve staff are brought in during peak periods.
- Single point of coordination
- Certified staff
- Flexible shift planning
- Transparent reporting
Scope
What we handle in the terminal
Check-in and ticketing
We complete check-in, seat selection and ticket changes quickly and accurately.
Baggage acceptance and tagging
We accept and tag baggage by the rules and record it correctly in the handling system.
Information and guidance
We direct passengers to the right point in the terminal and answer questions on the spot.
Special passenger assistance
Dedicated staff assist unaccompanied minors, passengers with disabilities and the elderly.
Boarding and gate operations
We run boarding checks and manage gate operations to the flight schedule.
Lost baggage tracing
We file lost baggage reports, run the tracing process and keep the passenger informed.
Process Flow
From welcome to boarding
Welcome
We greet passengers at the entrance and direct them to the right counter.
Check-in
We check tickets and ID and issue the boarding pass.
Baggage drop
We weigh and tag baggage and send it into the handling system.
Guidance
We guide passengers through security and passport control to the gate.
Boarding
We complete gate checks and close boarding on schedule.
Our Service Commitments
We measure what we promise
The figures are our service level commitments, shared through daily reports and a month-end review.
- < 3 min
- Target check-in time
- 99.8%
- Target baggage accuracy
- 97%
- Target satisfaction
Frequently Asked Questions
Common questions
If you can't find the answer you're looking for, write to our operations team directly.
Get in touchWhich terminals are passenger services available in?
We provide the service at Esenboğa Airport's domestic and international terminals. If needed, we can also plan a dedicated team for a specific terminal or a VIP lounge.
Do you provide extra staff during peak periods?
We plan ahead for increases in your flight schedule and add shifts to match demand by bringing in our trained reserve staff.
How are special passenger requests handled?
Requests for unaccompanied minors, passengers with disabilities and elderly passengers reach us before the flight. The assigned staff member escorts them from arrival to the boarding gate.
How often is reporting shared?
We share operational data through daily reports. At the end of each month, we provide a performance review against the service standards we have committed to.
Other Services
