If your Service Port subscribes to the Helipass Heliport Automation product, there may be rare or one-off circumstances. This document should support most of those occurrences, however if you cannot find an answer to your question, reach out to the Helipass Team and we'll have it added.

QUESTION:  I've scanned a passenger's boarding pass and I'm getting an "Invalid Barcode" response. 

ANSWER:  Make sure the passenger's company is subscribed to the HPA service. If they are not, they scanners will not recognize their boarding pass barcode. If they are, please report the issue to Helipass Support at (833) 735-3336.

QUESTION:  My handheld device is reporting "No Network Connection" or "Not Connected to HPA Service". What should I do?

ANSWER:  Try to reboot the handheld first, if that does not work, bring the device to your base coordinator and swap yours out. Base coordinators should contact Helipass Support at (833) 735-3336 for review or a replacement device.

QUESTION:  A passenger arrived to Security with no boarding pass or bag tags. What should I do?

ANSWER:  If the passenger didn't check-in for his/her trip, send them back to do so. If they lost either of those on their way to security, send them back to check-in counter for a reprint.

QUESTION:  I've scanned a passenger's bag tag and I'm getting an "Invalid Barcode" response.

 ANSWER:  Make sure the passenger's company is subscribed to the HPA service. If they are not, they scanners will not recognize their bag tag barcode. If they are, please report the issue to Helipass Support at (833) 735-3336.

QUESTION:  HLO's were in the middle of loading bags/cargo when the manifest was changed. Bags were no longer able to be scanned on the aircraft due to the change. What should we do next?

ANSWER:  If the manifest has been updated, the handhelds will reflect the change immediately and will not allow you to put bags/cargo belonging to removed passengers. If passengers were added, the handheld will report that there are still items to be added to the aircraft. Report back to the appropriate rack/cart for the remaining items for loading.

QUESTION:  HLO's were in the middle of loading bags/cargo onto aircraft when the Tail Number was changed for the trip to another aircraft. What should we do next?

ANSWER:  HLO's should then scanned the bags/cargo back onto the cart and target the new aircraft for items related to the trip.

QUESTION:  All passengers have been through briefing but the trip has been delayed until further notice. What do I need to do to make sure they are tracked to return to the waiting area?

ANSWER:  After you have completed briefing the passengers, you will select "HOLD" on your handheld. You will also need to distribute all boarding passes back to each passenger so they can be scanned back into a briefing room to prepare for boarding.

QUESTION:  Once I've briefed my passengers, I noticed that the handheld says "BOARDING" but not "COMPLETE". What do I do next?

ANSWER:  Once you've assigned your passengers to a briefing room and scanned them in, stop there. The HLO will pick up from there by selecting "BOARDING" to complete the process.

QUESTION:  As I was scanning passengers boarding passes into the briefing room, a passenger(s) didn't have a boarding pass or their barcode would not scan. What should I do?

ANSWER:  Send the passenger back to security to get a new boarding pass.

QUESTION:  While boarding passengers, my handheld was unable to scan the aircraft bar code but another handheld was able to.

ANSWER:  There are 2 options here, (1) Make sure your handheld did not disconnect at any point while on your way to the flight light. Check by simply trying again in a few seconds. (2) Try scanning the aircraft bar code in the HPA bar code book.

NOTE:  If either of these do not work, please swap out your handheld with a spar unit and report the broken one to the Helipass Support Team.

QUESTION:  I am not able to login to Helipass to view the Pilots page. What do I need to do?

ANSWER:  Make sure you are registered in Helipass with your PHI SSO. Once you are registered, have your manager reach out to the Helipass Support Team to assign you to the correct permissions.

QUESTION:  I've done my payload and fuel input into Helipass for my trip. What should I do next?

ANSWER:  Let advisory know that fuel has been requested and they will take it from there. Once it is complete, you will still receive a call of completion and FIDS will report that fueling is completed.

QUESTION:  I received a fuel request from Advisory but I've pulled up Fuel Requests and don't see any requests. 

ANSWER:  Reach out to Advisory and make sure they have selected "Fuel Requested" in Helipass. Once that is done, you will see the request on your handheld.

QUESTION:  In the middle of typing the requested amount of fuel value, the text reverted back to "0".

ANSWER:  When this happens, make sure you are not using tab keys to switch through pages and click the checkbox for "Fuel Requested."

QUESTION:  I clicked the "Fuel Complete" checkbox for a fueler but the value reverted to "0".

ANSWER:  Fuelers have handhelds to submit the exact amount of fuel they put into an aircraft, upon request. If that is not done on a handheld, there is no (zero) value of fuel submitted, making that value "0" in the site. Make sure the fuelers are submitting their amount in the handheld to prevent "0" from appearing.

QUESTION:  A Pilot called advisory and requested a specific amount of fuel or top off because he was not able to enter the fuel amount him/her self. What should I do?

ANSWER:  You can put the fuel amount yourself on his/her behalf. Make sure you select the fuel type and input the correct number for amount. Once that is done, do not forget to click the "Fuel Requested" checkbox.

QUESTION:  The FIDS board in my area is not showing updated information. What should I do?

ANSWER:  Check the top-right corner of the screen at the date and time. If the date and time is inaccurate, reach out to Helipass Support at (833) 735-3336 to restart the service.

QUESTION:  FIDS is displaying an "Open" flight with all skittles reporting in gray or red.

ANSWER:  This trip does not have any passengers or cargo on the plan. You may ignore this trip until it has assignments.

QUESTION:  FIDS in the passenger area are not working properly. They either have incorrect information displayed or they are not working at all.

ANSWER:   Immediately report the issue to Helipass Support at (833) 735-3336 or [email protected].