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112 Cards in this Set
- Front
- Back
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What are the two types of customers? |
Internal and external |
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Which communication skill is one of the most difficult and neglected skills when communicating with people? |
Listening |
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What can you do for your passengers to show you were listening and make sure you understood what they said to you? |
Paraphrase what they said |
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How often should you check back with a customer after placing them on hold? |
Two or three minutes |
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What term is used to describe understanding the situation from the customers perspective? |
Empathy |
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Which should you not do when dealing with an angry passenger? -move them to another area -ask ur supervisor for help -remain calm and professional -take their anger personally |
Take their anger personally |
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The AMC form 253 and AMC IMT 19 are used for passengers to |
Comment on the service received while traveling within AMC |
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What is the first step in briefing passengers? |
Prepare so you know exactly which information you need to brief them about the subject |
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When briefing passengers, if they have questions and you do not know the answer, what should you do? |
Seek help from your supervisor |
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After checking passengers boarder clearance and travel authorization documents for validity, currency, and completeness, what should you do if you discover items that need correction? |
Brief them on what needs correction, where they go to get the correction, and how to get there? |
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What making a flight information Announcement about the departing flight that had been delayed, you should update passengers every |
20 minutes |
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When making a rollcall announcement, which information should you give passengers first? |
Your rank, name, mission number, and Destiination of the flight. |
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Which Adam is not needed when determining if a passenger is eligible to travel? -Travel category and supporting documents -Travel restrictions clearances -Baggage allowances -Proper identification |
Baggage allowances |
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When checking the travel category to determine travel eligibility, one with dependence and family members are authorized to travel in space required status is when they are |
Issued official travel orders under emergency leave conditions |
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When verifying transportation authorizations for space required passengers, what information should you check against the passengers identification card if they are traveling I’m permanent change of station orders? |
Name, grade, and solicit Social Security number |
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When verifying transportation authorizations for space required passengers, which two items are important to verify for transportation working capital fund (TWCF) purposes? |
Customer identification code (CIC) and Authorizing officials signature |
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After determining travel eligibility for space required passengers, to check travel clearances, you must determine if the passenger is eligible to travel to the Destiination by checking the required documents such as passports, Visas, and immunization records for |
Presence, currency, accuracy, and completeness |
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During the task of determining eligibility for space available travel, which continental United States (CONUS) or overseas travel options may dependent of a military member use during emergency leave unfunded travel when accompanied by his or her sponsor? |
CONUS to CONUS |
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During the task of determining eligibility for space available travel, under which travel category may uniform service members travel all on permissive temporary duty (TDY) orders for househunting? |
Category III |
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During the task of determining eligibility for space available travel, a retired uniform service member may travel under |
Category VI |
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A passenger can be categorized as a blue bark passenger when the passenger is |
Traveling in conjunction with the death of a family member |
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When a passenger is too large to be safely restrained in a single aircraft seat using a single seat belt, handle him or her as you would |
A disabled passenger |
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If a mission essential ground personnel (MEGP) passenger wants to travel on a specific mission that the parts at 0800 GMT, When is the latest time the MEGP Can notify the air terminal operation center (ATOC) of that intention? |
0500 GMT |
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When a passenger registers for space required travel, after you collect two pieces of the passengers orders and before you enter the passenger into the backlog, you must write in the remarks section on the passengers orders the passengers |
Date and time of sign up |
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Before space available passengers can be entered into space available register, which form must they complete? |
AMC form 140 |
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I’ll updating and maintaining the space available standby listing on 23 April 09, which passenger with the following date of sign up will you purge from the listing? -22 feb -25 feb -22 mar -25 mar |
22 feb 09 |
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While selecting passengers for a flight, you would first select space available passengers traveling on |
Emergency orders to the emergency location |
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Which passenger would you select first for a flight? |
Space required, priority one passenger with a date and time of signing up of 1 may 09 at 0700? |
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If a space available passenger is not present for rollcall you should |
Skip the passengers name and continue with the selection process |
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If a passenger orders a meal, but is not required to pay for it, what should you enter in the “meal cost” Block of the AMC form 148/2, boarding pass/ ticket/ receipt? |
“No charge” |
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After completing the AMC form 148/2, boarding pass/ ticket/ receipt |
Use it to brief passengers on important mission information |
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When preparing the AMC form 148/2, How many copies will you complete and how are they distributed? |
Two copies; one to the passenger and one for passenger service records |
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When preparing the DD form 2131, passenger manifest, individuals enter their name, grade, signature and date in the manifest certification blocks, To certify that |
Anti-hijacking measures have been conducted |
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I’m preparing the DD form 2131, passenger manifest, add a minimum, how many copies will you complete and how are they distributed? |
Sufficient copies will be made available for enroute, downline and terminating stations and all applicable border clearance agencies entertain one copy for station and file |
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When determining head tax charges for passengers, in which circumstance will you charge the tax for a passenger traveling from McGuire Air Force Base, NJ to Ramstein airbase, Germany? |
Space available passenger traveling on a commercial contracted aircraft |
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When determining pet shipping charges, you will charge a passenger for one excess baggage fees when the combined container and pet weight |
Does not exceed 70 pounds |
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Well determining excess baggage fees, you do identify the passengers fair amount is $529, which shows the right piece figure of $80. The next step is to determine how much the space required passenger will be charge for one duffel bag wing 80 pounds and an additional suitcase when 80 pounds by multiplying the |
Rate per piece by one |
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If you were loading passengers on the C-17 that the parts at 1630, at what time should the last passenger be loaded on the aircraft to protect against mission delays? |
1620 |
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When you’re downloading passengers off of a C-5, the first passenger you would allow to deplane would be a |
Space available distinguished visitor traveling on ordinary leave |
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Have a commercial contracted flight has been delayed for aircraft maintenance issues and will not be fixed until the next day, the carrier is responsible (at no cost to the passengers) to provide |
Meals, lodging, and transportation only |
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When the following bags are presented to you for check-in, which one must be shipped as air freight because it exceeds Authorizations for space required traveler? |
B-4 bag weighing 110 pounds and 80 linear inches |
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When manifesting passengers on the DD form 2131, passenger manifest, how will you account for the passengers hand carried baggage on the manifest? |
Write the hand carried weight in the column for hand carried weight |
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You’re checking in baggage for a passenger traveling on emergency leave, which AMC baggage tag strap should you attach to the passengers bags? |
AMC form 20-EL |
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When receiving baggage from a terminating flight and the baggage claim area, if you discover to unclaimed articles 30 minutes after the last passenger has claimed his or her baggage, what is your next step? |
Mark them with the mission number and transfer them to the lost and found section |
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When pre-booked pets are excepted and soft-sided containers, what is the maximum number of pets allowed in the cabin? |
3 |
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My passenger is presenting two pets for travel, but the border clearance documentation for the animals does not meet the requirements. What is your next step? |
Place a passenger in duty standby status until the pet is travel ready. |
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If a passenger has just reported a missing bag to you but cannot provide the boarding pass or baggage claim checks what is your next step? |
Cross reference the passenger manifest to make sure the passenger was manifested on the flight |
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A passenger has just reported a loss bag to you and you’re preparing an AMC form 134, Mishandled baggage report. How many copies of the form will you prepare and what is done with the original? |
Three; retain in the AMC form 136 or forward it to the baggage service center (BSC) after five days |
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When you are preparing an AMC form 134, miss handled baggage report, for a damaged bag, which of the following would represent a valid case number? -09-299 -09-501 -D-009 -P-009 |
D-009 |
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When completing the AMC form 134, which type of information will you provide in section III, damaged baggage report? |
Description of the damage and estimated repair or replacement cost |
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When a passenger has reported a loss bag from a commercial carrier before he or she entered the AMC system, which for only complete and provide to the passenger? |
AMC form 47, report and disposition of unaccompanied passenger baggage |
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Once you have prepared an AMC form 136, baggage miss handled report file, the documents you must include before you send the file to the baggage service center are the original AMC form 134, |
Copies of the boarding pass, baggage tags, or flight manifest |
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If you’re at the station or a passenger reported the last bag on 23 April 12, how much time do you have to find a lost baggage and update the remarks section on the AMC form 134 before only the BSC will assume responsibility for the claim? |
5 days |
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When you discover an unaccompanied bag, what must you do before you secure the baggage? |
Present it to customs officials for clearance and reflect this action on the AMC form 134 |
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If a bag is exclusively damaged and articles from it have become lost or missing, what must you do after annotating the AMC form 134 with the necessary statement? |
List all articles reported missing and the estimated value of each |
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How do you have determined who the owner is for a particular item which two forms will you use to send it to them as soon as possible? |
AMC form 57 and AMC form 70 |
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If you sent a piece of a rush baggage to Elmendorf AFB, Alaska, on 23 apr 12 at 1400 And you have not received confirmation that they received the bag, when is the latest you should follow up with them to receive confirmation? |
25 apr 12 at 1400 |
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In order to prevent damage, which item is placed on three point dunnage, 463L pallet dolly or a suitable roller system? |
Air transportable galley/lavatory |
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When documenting the AMC form 249, fleet service equipment record, in order to conduct an inventory, which other form will be used as a source document to annotate the total number of items out on a mission aircraft? |
AF IMT 4128, fleet service checklist |
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When you were asked to low nonexpendable supplies on an AMC C-5, Which form would you use? |
AF IMT 4128 fleet service checklist |
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If you are servicing an Arriving aircraft and noticed a personal item left by passenger, what action must you take? |
Turn it over to the passenger terminal is lost and found or Security Forces |
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When recording the berries fleet service activities on an AMC form 244, Such as “latrine serviced by” you should include the initials of the |
Person who serviced the latrine, the Julian date, and the start and complete times |
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As a fleet service dispatcher, after you have completed and signed an AMC form 244, fleet service arrival/departure worksheet, who else needs to sign it before it can be given to the records section? |
The fleet service shift supervisor |
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Which describes the proper way to clean and service an oven? |
Remove the dirty rags, clean the oven interior, install clean rags and ensure the oven is operational |
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If the flight is leaving with A departure time of 0800, what is the latest time passenger service personnel can call in a tentative meal order for that flight? |
0500 |
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What must you do before you print and sign your name on the AF IMT 3516, Food-service inventory transfer, when picking up meals from the flight kitchen? |
Verify you have every item listed on the form |
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If a C-17 blocks out at 0800, after what time frame would aircrew be required to pick up their own meals? |
0715 |
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Do you have delivered meals to a C-5, Who will stow those meals in the Galley or air transportable galley lavatory (ATGL) storage areas? |
Fleet service personnel and aircrew members |
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You were stationed at McCord AFB, WA and a flight just arrived from Kadena AB, Japan That has unused meals on board. What must you do with these meals? |
After USDA inspection and approval, place them in two plastic bags and incinerate or sterilize them at an approved facility |
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When servicing in aircraft with portable water, you should feel the aircraft water tank until the |
Water discharges from the overflow fitting or to the requested capacity |
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When servicing the ATGL water tank, you should fill it with portable water until the |
Gauge indicates that it is full or 39 gallons, which ever comes first |
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You serviced the C-17 with the lavatory service truck; the doughtnut seal was faulty, Can you come into direct contact with waste from the aircraft. You were wearing all required personal protective equipment. What actions should you take? |
Wash immediately and change clothes |
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You serviced the C-17 with the lavatory service truck; the doughtnut seal was faulty, Can you come into direct contact with waste from the aircraft. You were wearing all required personal protective equipment. What actions should you take? |
Wash immediately and change clothes |
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How much water or solution do you use to rinse and fill the ATGL waste tank? |
11 gallons |
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Within how many minutes after aircraft Departure must ATOC Personal send the mission load report (MLR)? |
30 |
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Which part of the Mission load report list details on items such as human remains, registered mail, and re-icing and refrigerated shipments? |
Part III, cargo breakdown- special interest cargo |
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Which part of the mission load report list the equipment that will be needed to on/off load cargo and whether security guards are required for the load? |
Part IV: load/ unload remarks |
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Before I manually completed missions AMC form 77, aircraft ground handling record is forwarded to the records, reports, and analysis section, the shift supervisor will |
Review it for accuracy and content and signs it |
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The AMC form 68, Aerial port movement log may be used for any type of mission with the exception of |
AMC channel missions |
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When completing the AMC form 68, airport movement log, manually, at what point is the folder be closed out? |
Each day Of the month at 2400 GMT |
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Who is responsible for gathering, processing, and disseminating all information pertaining to air terminal operations? |
Information control function |
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Who is responsible for gathering, processing, and disseminating all information pertaining to air terminal operations? |
Information control function |
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Information control ensure that documentation is distributed to respective terminal work centers and that originals are forwarded to the |
Records and reports section |
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What is the first step when giving a hazardous cargo briefing? |
Preparing yourself by learning about the load |
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When giving the hazardous cargo briefing to the aircrew where will you find information about what to do in case of emergency for each hazard? |
Shippers declaration of dangerous goods |
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When loadmasters sign the hazardous brief sheet, Below their signature they must legibly print |
Their name |
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After you have received the necessary cargo documents from the load planning person now to allow you to prepare the aircraft package (Except for passenger boarding manifests), What must you do before delivering it to the aircraft? |
Make sure it is complete |
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Which is not a function of capability forecasting? -Monitor and clear explosive shipments -Accomplish aircraft capability schedules -Deliver documentation to and from the aircraft -Cordon eight special assignment air lift/air missions (SAAM/SAM) |
Deliver documentation to and from the aircraft |
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What is the maximum time allowed prior to missions departure for aerial port of embarkation cape forecasters To request port to port clearance or air shipment of explosives? |
24 hours |
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In transit visibility ITV provides commanders the capability to |
Determine if A forceHas reached its destination and is ready to perform its mission |
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Gates allows users to |
Process, manifest, and track passengers and cargo |
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At a minimum, How many months of ramp services experience should load planning personnel have? |
6 |
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What hazardous material qualification must load planners have? |
Inspector |
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If you are working in load planningAnd have conducted an inventory of cargo and mail on Wednesday morning, at the latest when should you conduct your next inventory? |
Thursday |
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If you are working in load planningAnd have conducted an inventory of cargo and mail on Wednesday morning, at the latest when should you conduct your next inventory? |
Thursday |
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If you’re conducting an inventory of loose cargo in the bays, Besides the warehouse location, APOD, TCN, And commodity/Special handling code, what other information must you verify on each piece of cargo? |
Number of pieces, weight, Date received, priority, and cube |
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The allowable weight And aircraft can carry is called the |
Allowable cabin load ACL |
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The maximum payload that can be carried over the most restrictive flight segments of a mission is called |
Critical leg allowable cabin load ACL |
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What must remain the highest priority when load planning cargo? |
Safety of flight |
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At a minimum, How many copies of each manifest must load planning produce? |
Six |
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Which form would you use when you need to manually manifest cargo? |
DD form 1385, cargo manifest |
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Which form would you use when you need to manually manifest cargo? |
DD form 1385, cargo manifest |
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Which form do you attach to the manual manifest when the pallet header data is listed in the body of the manifest? |
AMC form 39, Pallet invoice |
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Which form would you use when you need to manually manifest cargo? |
DD form 1385, cargo manifest |
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Which form do you attach to the manual manifest when the pallet header data is listed in the body of the manifest? |
AMC form 39, Pallet invoice |
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ATOC Personnel must prepare the AMC form 56, re-handled workload when |
An ATOC Representative is required to make additional trips to an aircraft during extended delays, mission reroute, or load or aircraft swap’s |
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After reviewing the AMC form 56, rehandled workload, section leader ship will forward it to the |
Records, reports, and analysis section to consolidate and include the 7107 report |
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In the AMC form 56, rehandled workload, within the cargo handled blocks, you would annotate the on-loaded cargo as |
Gross weight |
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What is the first step to reviewing and reconciling manifest on the manifest register? |
Researching all skipped manifest numbers on the manifest register |
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If I ship or has called looking for a shipment when your computers are down, how will you locate the shipment ? |
Conduct a physical search of the warehouse and Cargo yard |
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When conducting tracer action in GATES, Which shipment information will you enter into the system to track the cargo? |
TCN or pallet ID |
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How long do you maintain transportation documentation that pertains to military originating, terminating, and in transit airlift? |
One current year plus one inactive fiscal Year as permanent at the base staging area |
