Unit of Competency Mapping – Information for Teachers/Assessors – Information for Learners

AVII2001B Mapping and Delivery Guide
Provide customer service on an aircraft

Version 1.0
Issue Date: April 2024


Qualification -
Unit of Competency AVII2001B - Provide customer service on an aircraft
Description This unit involves the skills and knowledge required to provide high quality customer service to passengers on a commercial aircraft, including providing appropriate assistance to passengers in conjunction with other members of cabin service team prior to departure, during flight and on arrival at a destination. It also includes advising passengers on cabin features and amenities, using cabin facilities and amenities, providing support to other crew members, and carrying out required administrative procedures. Licensing, legislative, regulatory or certification requirements are applicable to this unit.
Employability Skills This unit contains employability skills.
Learning Outcomes and Application Work must be carried out in accordance with workplace procedures and relevant regulatory requirements including OH&S.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, security regulations and protocols to the provision of customer service to passengers on commercial aircraft across a variety of operational contexts within the Australian aviation industry.
Duration and Setting X weeks, nominally xx hours, delivered in a classroom/online/blended learning setting.
Prerequisites/co-requisites Not applicable.
Competency Field I - Customer Service
Development and validation strategy and guide for assessors and learners Student Learning Resources Handouts
Activities 		Slides
PPT 		Assessment 1 Assessment 2 Assessment 3 Assessment 4
Elements of Competency Performance Criteria              
Element: Provide customer service prior to departure
  • Passengers are met and welcomed on boarding the aircraft in accordance with regulatory requirements and workplace procedures
  • Boarding passes are checked to confirm correct flight and seating, and passengers are directed to their seat locations in accordance with regulatory requirements and workplace procedures
  • Carry-on baggage is monitored to ensure that it does not exceed allowable limits, and if limits are exceeded appropriate action is taken to remove it to hold stowage
  • Passengers are assisted to stow cabin baggage and personal items in accordance with regulatory requirements
  • Action is taken to ensure passengers are promptly seated with their seat belts correctly fastened in accordance with regulatory requirements
  • Passengers with special needs are appropriately assisted
  • Passengers sitting over the wings and passengers with special needs are given individual briefings in accordance with regulatory requirements and workplace procedures
  • Appropriate responses are made to passengers' queries and requests
  • Passenger pre-departure cabin service items are offered as appropriate
  • Customer service is suspended during take-off of the aircraft
       
Element: Advise on and use cabin features and amenities
  • Passengers are advised on the relevant features and amenities available including those available for passengers with special needs
  • Cabin equipment and amenities are used in accordance with regulatory requirements and workplace procedures
  • Cabin equipment and amenities are correctly stowed after use in accordance with regulatory requirements and workplace procedures
       
Element: Provide customer service during flight
  • Toilets and facilities are periodically checked and serviced to ensure that they meet workplace standards and are adequately stocked with relevant resources
  • Passengers' safety, security and comfort needs are anticipated and appropriate action is taken and responses made
  • Aircraft cabin is patrolled to confirm passengers' safety and comfort needs are being adequately satisfied in accordance with regulatory requirements and workplace procedures
       
Element: Provide customer service on arrival
  • Passengers are assisted in accessing baggage and personal items
  • Advice is provided on local time and weather conditions where applicable
  • Appropriate information is provided about terminal facilities and transport options
  • Passengers with special needs are assisted as appropriate in accordance with workplace procedures and regulatory requirements
  • Passengers are farewelled courteously in accordance with workplace procedures
  • Passengers are guided to the appropriate exit
       
Element: Provide support to other members of the aircraft crew
  • Appropriate assistance is provided to other team members of the cabin crew in accordance with workplace procedures
  • Other members of the crew are advised of any variations to workplace procedures
  • Meals and refreshments are served to the flight crew in accordance with workplace procedures and flight schedule
       
Element: Carry out administrative procedures
  • Workplace administrative procedures are identified and interpreted
  • Administrative procedures are implemented in accordance with workplace and regulatory requirements
  • All required aircraft documentation/data capture is completed in accordance with workplace requirements
       


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, assignment, 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 regulatory requirements

Relevant OH&S, hygiene and environmental procedures and regulations

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

Principles of customer service

Airline standards for providing appropriate assistance and advice to passengers prior to take-off, during flight and on arrival

Action to be taken in response to flight crew instructions

The requirements for cabin crew to suspend customer service and be seated during both take-off and landing and when otherwise directed by the pilot in command, or other senior air crew

Airline administrative procedures

Cabin features and amenities for various types of aircraft

Features and amenities of terminals at designated airports

Transport options at designated airports

Problems that may need to be addressed when providing customer service and action that can be taken to address them

Required skills:

Communicate effectively with others when providing customer service on an aircraft

Read and interpret instructions, regulations, procedures and other information relevant to providing customer service on an aircraft

Interpret and follow operational instructions and prioritise work

Complete documentation related to providing customer service on an aircraft

Operate electronic communication equipment to required protocol

Work collaboratively with others when providing customer service on an aircraft

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

Promptly report and/or rectify any identified problems that may occur when providing customer service on an aircraft in accordance with regulatory requirements and workplace procedures

Implement contingency plans for unexpected events that may arise when providing customer service on an aircraft

Apply precautions and required actions to minimise, control or eliminate hazards that may exist when providing customer service on an aircraft

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 to provide customer service on an aircraft

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

Customer service may be provided:

on any passenger-carrying aircraft type in commercial service

during short and/or long haul services

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

in any allowable operating and weather conditions

in accordance with regulatory and operational requirements

Performance may be demonstrated:

on an approved cabin service simulator

in a suitably simulated work environment

on a passenger-carrying aircraft

Aircraft features and amenities may include:

toilets

cabin crew alert buttons

wheelchairs and equipment for aiding disabled passengers

seat controls and adjustments

equipment for use with babies

audio-visual equipment

overhead lockers

telephone

movie screens

in-flight entertainment resources such as in-seat videos

Terminal facilities may include:

baggage carousel locations

transit lounges

airline clubs/lounges

food outlets and restaurants

ATMs, banks and money/travellers' cheques exchange services

duty free shopping

customs services

Transport options may include:

buses

trains

taxis

hire cars

shuttle buses

rental vehicle services

Persons consulted may include:

passengers

other cabin crew and flight 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 be referred to as:

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 and other regulations relevant to cabin service and safety operations

airline procedures and instructions and job specification

OH&S regulations and procedures

cabin service checklists and procedures

cabin equipment operational manuals

emergency procedures

flight passenger schedules

information on terminal facilities and transport options at designated airports

induction and training materials

conditions of service, legislation and industrial agreements including workplace agreements and awards

Applicable regulations and legislation may include:

relevant requirements, standards and recommended practices of the International Civil Aviation Organization (ICAO)

relevant Australian Civil Aviation Safety Regulations and Civil Aviation Orders

Civil Aviation Act

relevant OH&S legislation

environmental protection legislation

relevant food handling and hygiene 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
Passengers are met and welcomed on boarding the aircraft in accordance with regulatory requirements and workplace procedures 
Boarding passes are checked to confirm correct flight and seating, and passengers are directed to their seat locations in accordance with regulatory requirements and workplace procedures 
Carry-on baggage is monitored to ensure that it does not exceed allowable limits, and if limits are exceeded appropriate action is taken to remove it to hold stowage 
Passengers are assisted to stow cabin baggage and personal items in accordance with regulatory requirements 
Action is taken to ensure passengers are promptly seated with their seat belts correctly fastened in accordance with regulatory requirements 
Passengers with special needs are appropriately assisted 
Passengers sitting over the wings and passengers with special needs are given individual briefings in accordance with regulatory requirements and workplace procedures 
Appropriate responses are made to passengers' queries and requests 
Passenger pre-departure cabin service items are offered as appropriate 
Customer service is suspended during take-off of the aircraft 
Passengers are advised on the relevant features and amenities available including those available for passengers with special needs 
Cabin equipment and amenities are used in accordance with regulatory requirements and workplace procedures 
Cabin equipment and amenities are correctly stowed after use in accordance with regulatory requirements and workplace procedures 
Toilets and facilities are periodically checked and serviced to ensure that they meet workplace standards and are adequately stocked with relevant resources 
Passengers' safety, security and comfort needs are anticipated and appropriate action is taken and responses made 
Aircraft cabin is patrolled to confirm passengers' safety and comfort needs are being adequately satisfied in accordance with regulatory requirements and workplace procedures 
Passengers are assisted in accessing baggage and personal items 
Advice is provided on local time and weather conditions where applicable 
Appropriate information is provided about terminal facilities and transport options 
Passengers with special needs are assisted as appropriate in accordance with workplace procedures and regulatory requirements 
Passengers are farewelled courteously in accordance with workplace procedures 
Passengers are guided to the appropriate exit 
Appropriate assistance is provided to other team members of the cabin crew in accordance with workplace procedures 
Other members of the crew are advised of any variations to workplace procedures 
Meals and refreshments are served to the flight crew in accordance with workplace procedures and flight schedule 
Workplace administrative procedures are identified and interpreted 
Administrative procedures are implemented in accordance with workplace and regulatory requirements 
All required aircraft documentation/data capture is completed in accordance with workplace requirements 

Forms

Assessment Cover Sheet

AVII2001B - Provide customer service on an aircraft
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

AVII2001B - Provide customer service on an aircraft

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: