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Elements and Performance Criteria

  1. Greet transit passenger
  2. Greet arriving passenger
  3. Check in passenger for next leg using manual process
  4. Check in transit passenger for next leg using computerised process
  5. Respond to a passenger's problems
  6. Issue boarding pass for next leg of flight
  7. Direct transit passenger to transit lounge

Required Skills

Required knowledge

Relevant sections of Civil Aviation Safety Regulations and Civil Aviation Orders pertaining to checkin procedures

Relevant OHampS regulations

Relevant customs quarantine equal opportunity and antidiscrimination regulations

Principles of customer service

Airline standards and procedures for providing appropriate services for transit and arriving passengers

Checkin recordsdocumentation

Baggage checkin limits and requirements

Features amenities transit club lounges and departure gate locations at designated airports

Risks that exist when assisting transit and arriving passengers and related risk control procedures and precautions

Problems that may occur when assisting transit and arriving passengers and appropriate action that should be taken in each case

REQUIRED KNOWLEDGE AND SKILLS

This describes the essential knowledge and skills and their level required for this unit

Required skills

Communicate effectively with others when providing assistance to transit and arriving passengers

Read and interpret instructions regulations procedures and other information relevant to transit and arriving passengers

Interpret and follow operational instructions and prioritise work

Complete documentation related to transit and arriving passengers

Operate electronic communication equipment to required protocol

Work collaboratively with others when providing assistance to transit and arriving passengers

Adapt appropriately to cultural differences in the workplace including modes of behaviour and interactions with others

Promptly report andor rectify any identified problems that may occur when providing assistance to transit and arriving passengers in accordance with regulatory requirements and workplace procedures

Implement contingency plans for unexpected events that may arise when providing assistance to transit and arriving passengers

Apply precautions and required actions to minimise control or eliminate potential hazards that may exist with the transit and arrival of 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 OHampS standards

Implement OHampS procedures and relevant regulations

Identify and correctly use equipment required when providing assistance to transit and arriving passengers

Evidence Required

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 andor other simulated practical and knowledge assessment andor

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 writtenoral tests

Practical assessment must occur

through activities in an appropriately simulated environment at the registered training organisation andor

in an appropriate range of situations in the workplace


Range Statement

The range statement relates to the unit of competency as a whole. It allows for different work environments and situations that may affect performance.

Assistance to transit and arriving passengers may be provided:

by day or night

at international, domestic and regional airports

at an arrival gate, transit lounge or service desk

for both short and/or long haul services

in any category of service, including economy, business class, first class

in accordance with regulatory 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 passenger arrival/ transit check-in may include:

lack of understanding of terminal layout

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

late arrival of incoming flight

no record of the passenger's booking for next leg of flight

delayed or cancelled flight

Persons consulted may include:

passengers

other cabin crew and flight crew members

ground staff, including those in supervisory positions

catering staff

ground support 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 transit service 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