Elements and Performance Criteria
- Greet transit passenger
- Transit passenger is greeted in accordance with workplace customer service procedures
- Transit passenger is asked for their boarding pass and/or their name and details of their flight and destination and directed to the relevant terminal/check-in area
- Transit passenger's queries concerning their flight and transit arrangements are answered accurately, courteously and in accordance with workplace customer service standards and procedures
- Greet arriving passenger
- Arriving passenger is greeted in accordance with workplace customer service procedures
- Arriving passenger is directed to the baggage carousel area and/or terminal exit and transport services
- Arriving passenger with international connections is directed to the relevant terminal/check-in area
- Arriving passenger's queries and concerned are answered courteously in accordance with workplace customer service standards and procedures
- Check in passenger for next leg using manual process
- When manual procedures are being followed, passenger's name is identified and confirmed on the passenger list for the nominated flight
- 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
- Passenger is advised of any changes in flight arrangements including delays, cancellations and gate changes
- Where possible, passenger's seating preference on the aircraft is sought
- 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 and regulatory requirements
- Check in transit passenger for next leg using computerised process
- 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 next leg of the flight is confirmed on the system and the passenger is advised of any changes in fight arrangements
- 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
- Respond to a passenger's problems
- A problem arising for an arriving or transit passenger 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 appropriate other staff in accordance with workplace procedures and any relevant regulatory requirements
- Where a problem cannot be immediately resolved, the problem is referred to appropriate supervisor or other relevant staff for appropriate action in accordance with workplace procedures
- Issue boarding pass for next leg of flight
- On finalisation of check-in procedures, a manual or computer-produced boarding pass is issued and presented to the transit 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
- Direct transit passenger to transit lounge