Assessor Resource

AVII2007
Check in aircraft passengers

Assessment tool

Version 1.0
Issue Date: March 2024


This unit involves the skills and knowledge required to check in aircraft passengers, in compliance with relevant regulatory requirements of the Civil Aviation Safety Authority (CASA) and national operating standards.

It includes greeting passengers, checking in passengers using manual and computerised processes, and checking in baggage. It also includes responding to problems during check-in, issuing boarding passes, and directing passengers to security gates.

This unit addresses aviation technical skill requirements (physical, mental and task-management abilities) related to customer service duties of ground operations personnel, and contributes to safe and effective performance in complex aviation operational environments.

Operations are conducted as part of recreational, commercial and military aircraft activities across a variety of operational contexts within the Australian aviation industry.

Work is performed independently or under limited supervision as a single operator or within a team environment.

Licensing, legislative, regulatory or certification requirements are applicable to this unit.

Use for Defence Aviation is to be in accordance with relevant Defence Orders, Instructions, Publications and Regulations.

You may want to include more information here about the target group and the purpose of the assessments (eg formative, summative, recognition)



Evidence Required

List the assessment methods to be used and the context and resources required for assessment. Copy and paste the relevant sections from the evidence guide below and then re-write these in plain English.

ELEMENTS

PERFORMANCE CRITERIA

Elements describe the essential outcomes.

Performance criteria describe the performance needed to demonstrate achievement of the element.

1

Greet passenger

1.1

Passenger is greeted in accordance with workplace customer service procedures

1.2

Passenger is asked for name and flight details

1.3

Photographic identification is requested from passenger and identity is confirmed

2

Check in passenger using manual process

2.1

Passenger name is identified and confirmed on passenger list for nominated flight in accordance with manual check-in procedures

2.2

Passenger seating preference on aircraft is sought and allocated where possible

2.3

Passenger check in is recorded on passenger list and a suitable and available aircraft seat is allocated

2.4

Passenger is advised of changes in flight arrangements including delays, cancellations and gate changes

3

Check in passenger using computerised process

3.1

Passenger name and indicated flight are entered into the system in accordance with computerised procedures and relevant workplace procedures

3.2

Passenger flight booking is confirmed on the system

3.3

Appropriate action is initiated to resolve the problem of a passenger name not being found in flight bookings in accordance with workplace procedures

3.4

Passenger aircraft seating preference is sought or confirmed from loyalty program preference profile

3.5

Passenger is advised of prohibited items not to be carried onto aircraft or carried in baggage, in accordance with regulatory requirements

3.6

Passenger check-in is confirmed on flight management systems, and suitable and available aircraft seating is allocated in accordance with workplace procedures

4

Check in baggage

4.1

Passenger is requested to present baggage for check in

4.2

Cabin baggage items are checked to ensure they fall within allowable passenger baggage requirements, and passenger is courteously advised to check in non-compliant cabin baggage items with other items in aircraft hold

4.3

Passenger checked-in baggage is weighed on scales in accordance with workplace procedures and compared to passenger class of travel allowable limits

4.4

Passenger is advised and arrangements are made for excess baggage payment for baggage above allowable limit but permissible under excess baggage rules, in accordance with workplace procedures

4.5

Passenger is advised about baggage above allowable limit where excess is not permissible under regulatory requirements, and is requested to take appropriate action to reduce baggage weight to within allowable limit in accordance with workplace procedures

4.6

Baggage details are recorded on aircraft baggage list and entered into computer system in accordance with workplace procedures for type of check-in process being used

4.7

Baggage is labelled in accordance with workplace procedures using either manually or printer-produced tags in accordance with system being used, including overweight, oversize or fragile labels as required

4.8

Passenger loyalty program baggage labels are applied as required

4.9

Passenger baggage is placed on baggage belt or cart in preparation for aircraft loading

4.10

Passenger baggage check-in record is attached to ticket or boarding pass sleeve

4.11

Baggage is handled at all times in accordance with work health and safety (WHS)/occupational health and safety (OHS) regulations and workplace procedures

5

Respond to problems during check in

5.1

Problems arising during check in are promptly identified and clarified in accordance with workplace procedures

5.2

Hazards are identified, risks are assessed and hazard management is implemented

5.3

Options to resolve identified problems are explored in consultation with passenger and other staff in accordance with workplace procedures and relevant regulatory requirements

5.4

Passenger check-in problems not immediately resolved are referred to appropriate supervisor or other relevant staff for action in accordance with workplace procedures

6

Issue boarding pass

6.1

On finalisation of check-in procedures, a manual or electronic boarding pass is issued and presented to passenger in accordance with workplace procedures

6.2

Passenger attention is drawn to relevant details on boarding pass including flight code, boarding gate and required boarding time

7

Direct passenger to security gate

7.1

Passenger is directed to security gate in accordance with workplace procedures

7.2

Passengers subscribing to a loyalty scheme and/or airline club are advised of location of appropriate lounge and facilities in accordance with workplace procedures

Evidence required to demonstrate competence in this unit must be relevant to and satisfy all of the requirements of the elements, performance criteria and range of conditions on at least one occasion and include:

adapting to differences in equipment and operating environment in accordance with standard operating procedures

applying precautions and required action to minimise, control or eliminate identified hazards

applying relevant legislation and workplace procedures

communicating effectively with others

completing documentation related to aircraft passengers

identifying and correctly using relevant equipment

implementing contingency plans

implementing work health and safety (WHS)/occupational health and safety (OHS) procedures and relevant regulations

modifying activities depending on workplace contingencies, situations and environments

monitoring and anticipating operational problems and hazards and taking appropriate action

monitoring work activities in terms of planned schedule

operating electronic communications equipment to required protocol

reading, interpreting and following relevant regulations, instructions, procedures, information and signs

responding appropriately to cultural differences in the workplace

reporting and/or rectifying problems, faults or malfunctions promptly, in accordance with workplace procedures

selecting and using required personal protective equipment conforming to industry and WHS/OHS standards

working collaboratively with others

working systematically with required attention to detail without injury to self or others, or damage to goods or equipment.

Evidence required to demonstrate competence in this unit must be relevant to and satisfy all of the requirements of the elements, performance criteria and range of conditions and include knowledge of:

airline standards for providing appropriate check-in services for passengers

baggage check-in limits and requirements

check-in records/documentation

features, amenities and departure gate locations of terminals at designated airports

passenger identification requirements

principles of customer service

problems that may occur when checking in passengers for aircraft flights and appropriate action that should be taken in each case

relevant customs, quarantine, equal opportunity and anti-discrimination regulations

relevant sections of Civil Aviation Safety Regulations (CASRs) and Civil Aviation Orders for passenger handling and check-in procedures

relevant WHS/OHS regulations

risks that exist when checking in passengers for aircraft flights and related risk control procedures and precautions

seat allocation procedures.

As a minimum, assessors must satisfy applicable regulatory requirements, which include requirements in the Standards for Registered Training Organisations current at the time of assessment.

As a minimum, assessment must satisfy applicable regulatory requirements, which include requirements in the Standards for Registered Training Organisations current at the time of assessment.

Assessment processes and techniques must be appropriate to the language, literacy and numeracy requirements of the work being performed and the needs of the candidate.

Assessment must occur in workplace operational situations. Where this is not appropriate, assessment must occur in simulated workplace operational situations that reflect workplace conditions.

Resources for assessment must include access to:

a range of relevant exercises, case studies and/or simulations

acceptable means of simulation assessment

applicable documentation including workplace procedures, regulations, codes of practice and operation manuals

relevant materials, tools, equipment and personal protective equipment currently used in industry.


Submission Requirements

List each assessment task's title, type (eg project, observation/demonstration, essay, assingnment, checklist) and due date here

Assessment task 1: [title]      Due date:

(add new lines for each of the assessment tasks)


Assessment Tasks

Copy and paste from the following data to produce each assessment task. Write these in plain English and spell out how, when and where the task is to be carried out, under what conditions, and what resources are needed. Include guidelines about how well the candidate has to perform a task for it to be judged satisfactory.

ELEMENTS

PERFORMANCE CRITERIA

Elements describe the essential outcomes.

Performance criteria describe the performance needed to demonstrate achievement of the element.

1

Greet passenger

1.1

Passenger is greeted in accordance with workplace customer service procedures

1.2

Passenger is asked for name and flight details

1.3

Photographic identification is requested from passenger and identity is confirmed

2

Check in passenger using manual process

2.1

Passenger name is identified and confirmed on passenger list for nominated flight in accordance with manual check-in procedures

2.2

Passenger seating preference on aircraft is sought and allocated where possible

2.3

Passenger check in is recorded on passenger list and a suitable and available aircraft seat is allocated

2.4

Passenger is advised of changes in flight arrangements including delays, cancellations and gate changes

3

Check in passenger using computerised process

3.1

Passenger name and indicated flight are entered into the system in accordance with computerised procedures and relevant workplace procedures

3.2

Passenger flight booking is confirmed on the system

3.3

Appropriate action is initiated to resolve the problem of a passenger name not being found in flight bookings in accordance with workplace procedures

3.4

Passenger aircraft seating preference is sought or confirmed from loyalty program preference profile

3.5

Passenger is advised of prohibited items not to be carried onto aircraft or carried in baggage, in accordance with regulatory requirements

3.6

Passenger check-in is confirmed on flight management systems, and suitable and available aircraft seating is allocated in accordance with workplace procedures

4

Check in baggage

4.1

Passenger is requested to present baggage for check in

4.2

Cabin baggage items are checked to ensure they fall within allowable passenger baggage requirements, and passenger is courteously advised to check in non-compliant cabin baggage items with other items in aircraft hold

4.3

Passenger checked-in baggage is weighed on scales in accordance with workplace procedures and compared to passenger class of travel allowable limits

4.4

Passenger is advised and arrangements are made for excess baggage payment for baggage above allowable limit but permissible under excess baggage rules, in accordance with workplace procedures

4.5

Passenger is advised about baggage above allowable limit where excess is not permissible under regulatory requirements, and is requested to take appropriate action to reduce baggage weight to within allowable limit in accordance with workplace procedures

4.6

Baggage details are recorded on aircraft baggage list and entered into computer system in accordance with workplace procedures for type of check-in process being used

4.7

Baggage is labelled in accordance with workplace procedures using either manually or printer-produced tags in accordance with system being used, including overweight, oversize or fragile labels as required

4.8

Passenger loyalty program baggage labels are applied as required

4.9

Passenger baggage is placed on baggage belt or cart in preparation for aircraft loading

4.10

Passenger baggage check-in record is attached to ticket or boarding pass sleeve

4.11

Baggage is handled at all times in accordance with work health and safety (WHS)/occupational health and safety (OHS) regulations and workplace procedures

5

Respond to problems during check in

5.1

Problems arising during check in are promptly identified and clarified in accordance with workplace procedures

5.2

Hazards are identified, risks are assessed and hazard management is implemented

5.3

Options to resolve identified problems are explored in consultation with passenger and other staff in accordance with workplace procedures and relevant regulatory requirements

5.4

Passenger check-in problems not immediately resolved are referred to appropriate supervisor or other relevant staff for action in accordance with workplace procedures

6

Issue boarding pass

6.1

On finalisation of check-in procedures, a manual or electronic boarding pass is issued and presented to passenger in accordance with workplace procedures

6.2

Passenger attention is drawn to relevant details on boarding pass including flight code, boarding gate and required boarding time

7

Direct passenger to security gate

7.1

Passenger is directed to security gate in accordance with workplace procedures

7.2

Passengers subscribing to a loyalty scheme and/or airline club are advised of location of appropriate lounge and facilities in accordance with workplace procedures

Range is restricted to essential operating conditions and any other variables essential to the work environment.

Problems during check in must include:

delayed or cancelled flight

excess baggage

late check in

no record of passenger claimed booking

overweight or oversize cabin baggage

possession or prohibited items on passenger or in cabin or checked-in baggage

Evidence required to demonstrate competence in this unit must be relevant to and satisfy all of the requirements of the elements, performance criteria and range of conditions on at least one occasion and include:

adapting to differences in equipment and operating environment in accordance with standard operating procedures

applying precautions and required action to minimise, control or eliminate identified hazards

applying relevant legislation and workplace procedures

communicating effectively with others

completing documentation related to aircraft passengers

identifying and correctly using relevant equipment

implementing contingency plans

implementing work health and safety (WHS)/occupational health and safety (OHS) procedures and relevant regulations

modifying activities depending on workplace contingencies, situations and environments

monitoring and anticipating operational problems and hazards and taking appropriate action

monitoring work activities in terms of planned schedule

operating electronic communications equipment to required protocol

reading, interpreting and following relevant regulations, instructions, procedures, information and signs

responding appropriately to cultural differences in the workplace

reporting and/or rectifying problems, faults or malfunctions promptly, in accordance with workplace procedures

selecting and using required personal protective equipment conforming to industry and WHS/OHS standards

working collaboratively with others

working systematically with required attention to detail without injury to self or others, or damage to goods or equipment.

Evidence required to demonstrate competence in this unit must be relevant to and satisfy all of the requirements of the elements, performance criteria and range of conditions and include knowledge of:

airline standards for providing appropriate check-in services for passengers

baggage check-in limits and requirements

check-in records/documentation

features, amenities and departure gate locations of terminals at designated airports

passenger identification requirements

principles of customer service

problems that may occur when checking in passengers for aircraft flights and appropriate action that should be taken in each case

relevant customs, quarantine, equal opportunity and anti-discrimination regulations

relevant sections of Civil Aviation Safety Regulations (CASRs) and Civil Aviation Orders for passenger handling and check-in procedures

relevant WHS/OHS regulations

risks that exist when checking in passengers for aircraft flights and related risk control procedures and precautions

seat allocation procedures.

As a minimum, assessors must satisfy applicable regulatory requirements, which include requirements in the Standards for Registered Training Organisations current at the time of assessment.

As a minimum, assessment must satisfy applicable regulatory requirements, which include requirements in the Standards for Registered Training Organisations current at the time of assessment.

Assessment processes and techniques must be appropriate to the language, literacy and numeracy requirements of the work being performed and the needs of the candidate.

Assessment must occur in workplace operational situations. Where this is not appropriate, assessment must occur in simulated workplace operational situations that reflect workplace conditions.

Resources for assessment must include access to:

a range of relevant exercises, case studies and/or simulations

acceptable means of simulation assessment

applicable documentation including workplace procedures, regulations, codes of practice and operation manuals

relevant materials, tools, equipment and personal protective equipment currently used in industry.

Copy and paste from the following performance criteria to create an observation checklist for each task. When you have finished writing your assessment tool every one of these must have been addressed, preferably several times in a variety of contexts. To ensure this occurs download the assessment matrix for the unit; enter each assessment task as a column header and place check marks against each performance criteria that task addresses.

Observation Checklist

Tasks to be observed according to workplace/college/TAFE policy and procedures, relevant legislation and Codes of Practice Yes No Comments/feedback
Passenger is greeted in accordance with workplace customer service procedures 
Passenger is asked for name and flight details 
Photographic identification is requested from passenger and identity is confirmed 
Passenger name is identified and confirmed on passenger list for nominated flight in accordance with manual check-in procedures 
Passenger seating preference on aircraft is sought and allocated where possible 
Passenger check in is recorded on passenger list and a suitable and available aircraft seat is allocated 
Passenger is advised of changes in flight arrangements including delays, cancellations and gate changes 
Passenger name and indicated flight are entered into the system in accordance with computerised procedures and relevant workplace procedures 
Passenger flight booking is confirmed on the system 
Appropriate action is initiated to resolve the problem of a passenger name not being found in flight bookings in accordance with workplace procedures 
Passenger aircraft seating preference is sought or confirmed from loyalty program preference profile 
Passenger is advised of prohibited items not to be carried onto aircraft or carried in baggage, in accordance with regulatory requirements 
Passenger check-in is confirmed on flight management systems, and suitable and available aircraft seating is allocated in accordance with workplace procedures 
Passenger is requested to present baggage for check in 
Cabin baggage items are checked to ensure they fall within allowable passenger baggage requirements, and passenger is courteously advised to check in non-compliant cabin baggage items with other items in aircraft hold 
Passenger checked-in baggage is weighed on scales in accordance with workplace procedures and compared to passenger class of travel allowable limits 
Passenger is advised and arrangements are made for excess baggage payment for baggage above allowable limit but permissible under excess baggage rules, in accordance with workplace procedures 
Passenger is advised about baggage above allowable limit where excess is not permissible under regulatory requirements, and is requested to take appropriate action to reduce baggage weight to within allowable limit in accordance with workplace procedures 
Baggage details are recorded on aircraft baggage list and entered into computer system in accordance with workplace procedures for type of check-in process being used 
Baggage is labelled in accordance with workplace procedures using either manually or printer-produced tags in accordance with system being used, including overweight, oversize or fragile labels as required 
Passenger loyalty program baggage labels are applied as required 
Passenger baggage is placed on baggage belt or cart in preparation for aircraft loading 
Passenger baggage check-in record is attached to ticket or boarding pass sleeve 
Baggage is handled at all times in accordance with work health and safety (WHS)/occupational health and safety (OHS) regulations and workplace procedures 
Problems arising during check in are promptly identified and clarified in accordance with workplace procedures 
Hazards are identified, risks are assessed and hazard management is implemented 
Options to resolve identified problems are explored in consultation with passenger and other staff in accordance with workplace procedures and relevant regulatory requirements 
Passenger check-in problems not immediately resolved are referred to appropriate supervisor or other relevant staff for action in accordance with workplace procedures 
On finalisation of check-in procedures, a manual or electronic boarding pass is issued and presented to passenger in accordance with workplace procedures 
Passenger attention is drawn to relevant details on boarding pass including flight code, boarding gate and required boarding time 
Passenger is directed to security gate in accordance with workplace procedures 
Passengers subscribing to a loyalty scheme and/or airline club are advised of location of appropriate lounge and facilities in accordance with workplace procedures 

Forms

Assessment Cover Sheet

AVII2007 - Check in aircraft passengers
Assessment task 1: [title]

Student name:

Student ID:

I declare that the assessment tasks submitted for this unit are my own work.

Student signature:

Result: Competent Not yet competent

Feedback to student

 

 

 

 

 

 

 

 

Assessor name:

Signature:

Date:


Assessment Record Sheet

AVII2007 - Check in aircraft passengers

Student name:

Student ID:

Assessment task 1: [title] Result: Competent Not yet competent

(add lines for each task)

Feedback to student:

 

 

 

 

 

 

 

 

Overall assessment result: Competent Not yet competent

Assessor name:

Signature:

Date:

Student signature:

Date: