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Follow the links below to find material targeted to the unit's elements, performance criteria, required skills and knowledge

Elements and Performance Criteria

  1. Research information about airline destinations
  2. Respond to requests for information about airline destinations

Range Statement

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

Sources of information about airline destinations will include one or more of the following:

airline product information

appropriate websites

authoritative encyclopaedias and other relevant references

authoritative travel books and journals dealing with specific countries and locations

government tourism offices at destination points

information provided by diplomatic embassies and consulates

tourism brochures

tourist information bureaus and agents at destination points

travel agents

Performance Evidence

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 relevant legislation and workplace procedures

communicating effectively with others

completing relevant documentation

identifying and correctly using relevant equipment

implementing contingency plans

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

interpreting and following operational instructions and prioritising work

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

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

responding appropriately to cultural differences in the workplace

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

working collaboratively with others when advising on major services and attractions at aviation destinations

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

Knowledge Evidence

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 procedures and standards for responding to requests from passengers for information about aspects of airline destinations

information passengers may request about airline destinations:

accommodation options


currency and exchange rates

customs and immigration requirements




general lifestyle and customs

geographic features

government and politics


major tourist areas

natural history

public holidays





principles of customer service

problems that may occur when responding to passenger requests for information on aspects of airline destinations and appropriate action that should be taken in each case

relevant information about aspects of airline destinations on specific routes

relevant WHS/OHS, hygiene and environmental procedures and regulations

sources of information about airline destinations on specific routes, and ways and means of accessing information from those sources.