Work must be carried out in accordance with workplace procedures and the relevant regulatory requirements of the Civil Aviation Authority and other relevant regulatory authorities.
Use for ADF Aviation is to be in accordance with relevant Defence Orders and Instructions and applicable CASA compliance.
Work is performed under some supervision usually within a team environment.
Work involves the application of customer service principles and procedures, regulations, safety codes and protocols to the checking-in of passengers for commercial aircraft flights across a variety of operational contexts within the Australian aviation industry.
This unit involves the skills and knowledge required to check in passengers for a commercial aircraft flight, including greeting passengers, checking in passengers using either manual or computerised processes and checking in both cabin and hold baggage. It also includes the skills and knowledge required to respond to problems during check-in, process check-in records, issue boarding passes and direct passengers to the security gate. Licensing, legislative, regulatory or certification requirements are applicable to this unit.
You may want to include more information here about the target group and the purpose of the assessments (eg formative, summative, recognition)
Prerequisites
Not applicable.
Employability Skills
This unit contains employability skills.
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.
The Evidence Guide provides advice on assessment and must be read in conjunction with the performance criteria, required knowledge and skills, the range statement and the assessment guidelines for this Training Package.
Critical aspects for assessment and evidence required to demonstrate competency in this unit
The evidence required to demonstrate competency in this unit must be relevant to and satisfy all of the requirements of the elements and performance criteria of this unit and include demonstration of applying:
the underpinning knowledge and skills
relevant legislation and workplace procedures
other relevant aspects of the range statement
Context of and specific resources for assessment
Performance is demonstrated consistently over a period of time and in a suitable range of contexts
Resources for assessment include:
a range of relevant exercises, case studies and/or other simulated practical and knowledge assessment, and/or
access to an appropriate range of relevant operational situations in the workplace
In both real and simulated environments, access is required to:
relevant and appropriate materials and equipment, and
applicable documentation including workplace procedures, regulations, codes of practice and operation manuals
Method of assessment
Assessment of this unit must be undertaken by a registered training organisation
As a minimum, assessment of knowledge must be conducted through appropriate written/oral tests
Practical assessment must occur:
through activities in an appropriately simulated environment at the registered training organisation, and/or
in an appropriate range of situations in the workplace
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.
REQUIRED KNOWLEDGE AND SKILLS
This describes the essential knowledge and skills and their level required for this unit.
Required knowledge:
Relevant sections of Civil Aviation Safety Regulations and Civil Aviation Orders pertaining to check-in procedures
Relevant OH&S regulations
Relevant customs, quarantine, equal opportunity and anti-discrimination regulations
Principles of customer service
Airline standards for providing appropriate check-in services for passengers
Check-in records/documentation
Baggage check-in limits and requirements
Features, amenities and departure gate locations of terminals at designated airports
Risks that exist when checking in passengers for aircraft flights and related risk control procedures and precautions
Problems that may occur when checking in passengers for aircraft flights and appropriate action that should be taken in each case
Required skills:
Communicate effectively with others when checking in aircraft passengers
Read and interpret instructions, regulations, procedures and other information relevant to checking in aircraft passengers
Interpret and follow operational instructions and prioritise work
Complete documentation related to aircraft passengers
Operate electronic communication equipment to required protocol
Work collaboratively with others when checking in aircraft passengers
Adapt appropriately to cultural differences in the workplace, including modes of behaviour and interactions with others
Promptly report and/or rectify any identified problems that may occur when checking in aircraft passengers in accordance with regulatory requirements and workplace procedures
Implement contingency plans for unexpected events that may arise when checking in aircraft passengers
Apply precautions and required action to minimise, control or eliminate hazards that may exist when checking in aircraft passengers
Monitor and anticipate operational problems and hazards and take appropriate action
Monitor work activities in terms of planned schedule
Modify activities dependent on differing workplace contingencies, situations and environments
Work systematically with required attention to detail without injury to self or others, or damage to goods or equipment
Adapt to differences in equipment and operating environment in accordance with standard operating procedures
Select and use required personal protective equipment conforming to industry and OH&S standards
Implement OH&S procedures and relevant regulations
Identify and correctly use equipment required when checking in aircraft passengers
The range statement relates to the unit of competency as a whole. It allows for different work environments and situations that may affect performance.
Check-in services may be provided:
by day or night
at international, domestic and regional airports
at a boarding gate, baggage check-in, service desk or valet service check-in
for both short and/or long haul services
in any category of service, including economy, business class, first class
in accordance with enterprise and operational requirements
Performance may be demonstrated:
in an appropriately simulated workplace situation
at an operational airport
Check-in procedures may include:
manual check-in processes
computerised check-in processes
Problems during check-in may include:
late check-in
excess baggage
overweight or oversize cabin baggage
possession or prohibited items on person or in cabin or checked-in baggage
no record of the passenger's claimed booking
delayed or cancelled flight
Persons consulted may include:
passengers
other crew members
ground staff
catering staff
aircraft resourcing staff
technical staff
Dependent on the type of organisation concerned and the local terminology used, workplace procedures may include:
company procedures
enterprise procedures
organisational procedures
established procedures
standard operating procedures
Information/documents may include:
sections of Civil Aviation Safety Regulations and Civil Aviation Orders relevant to passenger check-in processes
airline check-in checklists, procedures and instructions and job specifications including both manual and computerised processes where applicable
workplace customer service standards, policies and procedures
lists of items prohibited for carriage on aircraft
check-in equipment operational manuals
emergency procedures
flight passenger schedules
information on terminal facilities, club lounges and departure gates
induction and training materials
conditions of service, legislation and industrial agreements including workplace agreements and awards
Applicable regulations and legislation may include:
relevant Civil Aviation Safety Regulations and Civil Aviation Orders
relevant OH&S legislation
environmental protection legislation
equal opportunity and anti-discrimination legislation
relevant customs and quarantine regulations
relevant Australian Standards
industrial relations and workplace compensation legislation
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 their name and details of their flight
Photographic identification is requested from the passenger and their identity is confirmed
When manual procedures are being followed, passenger's name is identified and confirmed on the passenger list for the nominated flight
Where possible, passenger's seating preference on the aircraft is sought
Passenger's check-in is recorded on the passenger list and a suitable and available aircraft seat is allocated
Passenger is advised of any changes in flight arrangements including delays, cancellations and gate changes
When computerised procedures are being followed, passenger's name and indicated flight are entered into the system using relevant workplace procedures
Passenger's booking for the flight is confirmed on the system
Should the passenger's name not be found in bookings for the flight, appropriate action is taken in discussion with the passenger to resolve the problem in accordance with workplace procedures
Where relevant, passenger's seating preference on the aircraft is sought or if in a loyalty program confirmed from their preference profile
Passenger is advised of prohibited items that are not allowed to be carried onto an aircraft or carried in baggage in accordance with workplace procedures and regulatory requirements
Passenger's check-in is confirmed on the system and a suitable and available aircraft seat is allocated using appropriate workplace procedures
Where applicable, passenger is requested to present her/his baggage for check-in
Items of cabin baggage are checked to ensure that they fall within number, size and weight requirements, and if not, the passenger is courteously advised that relevant items must be checked in together with any other items for carriage in the aircraft's hold
Passenger's checked-in baggage is weighed on the scales in accordance with workplace procedures
Baggage weight is compared to allowable limits for the passenger's class of travel
If baggage is above the allowable limit but still permissible under excess baggage rules, passenger is advised and arrangements are made for excess baggage payment in accordance with workplace procedures
If baggage is above the allowable limit and the excess is not permissible under regulatory requirements, passenger is advised in accordance with workplace procedures and requested to take appropriate action to reduce baggage weight to within the allowable limit
Baggage details are recorded on the aircraft's baggage list and entered into the computer system dependent on the workplace procedures for the type of check-in process being used
Baggage is labelled in accordance with workplace procedures using either manually or printer-produced tags dependent on the system being used, including overweight, oversize or fragile labels where applicable
Where loyalty services apply, baggage is tagged with the appropriate label
Passenger's baggage is placed on the baggage belt or cart, as applicable
Passenger's baggage check-in record is attached to their ticket or boarding pass sleeve
Baggage is handled at all times in accordance with OH&S regulations and workplace procedures
A problem arising during check-in is promptly identified and clarified in accordance with workplace procedures
Options for the resolution of the identified problem are explored in consultation with the passenger and other staff in accordance with workplace procedures and any relevant regulatory requirements
Where a problem cannot be immediately resolved, the problem is referred to an appropriate supervisor or other relevant staff for action in accordance with workplace procedures
On finalisation of check-in procedures, a manual or computer-produced boarding pass is issued and presented to the passenger in accordance with workplace procedures
Passenger's attention is drawn to relevant details on the boarding pass including the flight code, the boarding gate and the required boarding time
Passenger is directed to the security gate in accordance with workplace procedures
Where applicable, passengers subscribing to a loyalty scheme and/or airline club are advised of the location of the club lounge and the facilities available in accordance with workplace procedures
Forms
Assessment Cover Sheet
AVII2007B - 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
AVII2007B - 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