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

AVII2008 Mapping and Delivery Guide
Provide assistance to transit and arriving passengers

Version 1.0
Issue Date: March 2024


Qualification -
Unit of Competency AVII2008 - Provide assistance to transit and arriving passengers
Description
Employability Skills
Learning Outcomes and Application This unit involves the skills and knowledge required to provide assistance to transit and arriving passengers, in compliance with relevant regulatory requirements of the Civil Aviation Safety Authority (CASA) and national operating standards.It includes greeting transit and arriving passengers, checking in passengers using manual and computerised processes, responding to passenger problems, issuing boarding pass for next leg of flight, and directing transit passengers to transit lounges. This unit addresses aviation technical skill requirements (physical, mental and task-management abilities) related to customer service duties of ground operations personnel, and contributes to safe and effective performance in complex aviation operational environments.Operations are conducted as part of recreational, commercial and military aircraft activities across a variety of operational contexts within the Australian aviation industry.Work is performed independently or under limited supervision as a single operator or within a team environment.Licensing, legislative, regulatory or certification requirements are applicable to this unit.Use for Defence Aviation is to be in accordance with relevant Defence Orders, Instructions, Publications and Regulations.
Duration and Setting X weeks, nominally xx hours, delivered in a classroom/online/blended learning setting.

As a minimum, assessors must satisfy applicable regulatory requirements, which include requirements in the Standards for Registered Training Organisations current at the time of assessment.

As a minimum, assessment must satisfy applicable regulatory requirements, which include requirements in the Standards for Registered Training Organisations current at the time of assessment.

Assessment processes and techniques must be appropriate to the language, literacy and numeracy requirements of the work being performed and the needs of the candidate.

Assessment must occur in workplace operational situations. Where this is not appropriate, assessment must occur in simulated workplace operational situations that reflect workplace conditions.

Resources for assessment must include access to:

a range of relevant exercises, case studies and/or simulations

acceptable means of simulation assessment

applicable documentation including workplace procedures, regulations, codes of practice and operation manuals

relevant materials, tools, equipment and personal protective equipment currently used in industry.

Prerequisites/co-requisites
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: Greet transit passenger
  • Transit passenger is greeted in accordance with workplace customer service procedures
  • Transit passenger is asked for boarding pass and/or name and details of their flight and destination, and is directed to relevant terminal/check-in area
  • Transit passenger queries concerning flight and transit arrangements are answered accurately, courteously and in accordance with workplace customer service standards and procedures
       
Element: Greet arriving passenger
  • Arriving passenger is greeted in accordance with workplace customer service procedures
  • Arriving passenger is directed to baggage carousel area and/or terminal exit and transport services
  • Arriving passenger with international connections is directed to relevant terminal/check-in area
  • Arriving passenger queries and concerned are answered courteously in accordance with workplace customer service standards and procedures
       
Element: Check in passenger for next leg using manual process
  • Passenger name is identified and confirmed on passenger list for nominated flight in accordance with manual procedures
  • Appropriate action is initiated to resolve the problem of a passenger name not being found in flight bookings in accordance with workplace procedures
  • Passenger is advised of changes in flight arrangements including delays, cancellations and gate changes
  • Passenger seating preference on aircraft is sought or confirmed from loyalty program preference profile
  • Passenger is advised of prohibited items not to be carried onto aircraft or carried in baggage in accordance with regulatory requirements
  • Passenger check-in is confirmed on flight management systems, and suitable and available aircraft seating is allocated using appropriate workplace procedures
       
Element: Check in transit passenger for next leg using computerised process
  • Passenger name and indicated flight are entered into the system in accordance with computerised procedures and relevant workplace procedures
  • Passenger booking for the next leg of the flight is confirmed on the system and passenger is advised of any changes in flight arrangements
  • Appropriate action is initiated to resolve the problem of a passenger name not being found in flight bookings in accordance with workplace procedures
  • Passenger aircraft seating preference is sought or confirmed from loyalty program preference profile
  • Passenger is advised of prohibited items not to be carried onto aircraft or carried in baggage in accordance with regulatory requirements
  • Passenger check-in is confirmed on flight management systems, and suitable and available aircraft seating is allocated in accordance with workplace procedures
       
Element: Respond to passenger problems
  • Problems arising for an arriving or transit passenger are promptly identified and clarified in accordance with workplace procedures
  • Hazards are identified, risks are assessed and hazard management is implemented
  • Options for resolving identified problems are explored in consultation with passenger and appropriate staff in accordance with workplace procedures and relevant regulatory requirements
  • Passenger check-in problems not immediately resolved are referred to appropriate supervisor or other relevant staff for action in accordance with workplace procedures
       
Element: Issue boarding pass for next leg of flight
  • Passenger check-in problems not immediately resolved, are referred to appropriate supervisor or other relevant staff for action in accordance with workplace procedures
  • Passenger attention is drawn to relevant details on boarding pass including flight code, boarding gate and required boarding time
       
Element: Direct transit passenger to transit lounge
  • Passenger is directed to transit lounge and facilities in accordance with workplace procedures
  • Passengers subscribing to a loyalty scheme and/or airline club are advised of location of appropriate lounge and facilities in accordance with workplace procedures
       


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.

ELEMENTS

PERFORMANCE CRITERIA

Elements describe the essential outcomes.

Performance criteria describe the performance needed to demonstrate achievement of the element.

1

Greet transit passenger

1.1

Transit passenger is greeted in accordance with workplace customer service procedures

1.2

Transit passenger is asked for boarding pass and/or name and details of their flight and destination, and is directed to relevant terminal/check-in area

1.3

Transit passenger queries concerning flight and transit arrangements are answered accurately, courteously and in accordance with workplace customer service standards and procedures

2

Greet arriving passenger

2.1

Arriving passenger is greeted in accordance with workplace customer service procedures

2.2

Arriving passenger is directed to baggage carousel area and/or terminal exit and transport services

2.3

Arriving passenger with international connections is directed to relevant terminal/check-in area

2.4

Arriving passenger queries and concerned are answered courteously in accordance with workplace customer service standards and procedures

3

Check in passenger for next leg using manual process

3.1

Passenger name is identified and confirmed on passenger list for nominated flight in accordance with manual procedures

3.2

Appropriate action is initiated to resolve the problem of a passenger name not being found in flight bookings in accordance with workplace procedures

3.3

Passenger is advised of changes in flight arrangements including delays, cancellations and gate changes

3.4

Passenger seating preference on aircraft is sought or confirmed from loyalty program preference profile

3.5

Passenger is advised of prohibited items not to be carried onto aircraft or carried in baggage in accordance with regulatory requirements

3.6

Passenger check-in is confirmed on flight management systems, and suitable and available aircraft seating is allocated using appropriate workplace procedures

4

Check in transit passenger for next leg using computerised process

4.1

Passenger name and indicated flight are entered into the system in accordance with computerised procedures and relevant workplace procedures

4.2

Passenger booking for the next leg of the flight is confirmed on the system and passenger is advised of any changes in flight arrangements

4.3

Appropriate action is initiated to resolve the problem of a passenger name not being found in flight bookings in accordance with workplace procedures

4.4

Passenger aircraft seating preference is sought or confirmed from loyalty program preference profile

4.5

Passenger is advised of prohibited items not to be carried onto aircraft or carried in baggage in accordance with regulatory requirements

4.6

Passenger check-in is confirmed on flight management systems, and suitable and available aircraft seating is allocated in accordance with workplace procedures

5

Respond to passenger problems

5.1

Problems arising for an arriving or transit passenger are promptly identified and clarified in accordance with workplace procedures

5.2

Hazards are identified, risks are assessed and hazard management is implemented

5.3

Options for resolving identified problems are explored in consultation with passenger and appropriate staff in accordance with workplace procedures and relevant regulatory requirements

5.4

Passenger check-in problems not immediately resolved are referred to appropriate supervisor or other relevant staff for action in accordance with workplace procedures

6

Issue boarding pass for next leg of flight

6.1

Passenger check-in problems not immediately resolved, are referred to appropriate supervisor or other relevant staff for action in accordance with workplace procedures

6.2

Passenger attention is drawn to relevant details on boarding pass including flight code, boarding gate and required boarding time

7

Direct transit passenger to transit lounge

7.1

Passenger is directed to transit lounge and facilities in accordance with workplace procedures

7.2

Passengers subscribing to a loyalty scheme and/or airline club are advised of location of appropriate lounge and facilities in accordance with workplace procedures

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 precautions and required actions to minimise, control or eliminate identified hazards

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

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

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

baggage check-in limits and requirements

check-in records/documentation

features, amenities, transit club lounges and departure gate locations at designated airports

passenger identification requirements

principles of customer service

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

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

relevant sections of Civil Aviation Safety Regulations (CASRs) and Civil Aviation Orders for passenger handling and check-in procedures

relevant WHS/OHS regulations

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

seat allocation procedures.


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.

ELEMENTS

PERFORMANCE CRITERIA

Elements describe the essential outcomes.

Performance criteria describe the performance needed to demonstrate achievement of the element.

1

Greet transit passenger

1.1

Transit passenger is greeted in accordance with workplace customer service procedures

1.2

Transit passenger is asked for boarding pass and/or name and details of their flight and destination, and is directed to relevant terminal/check-in area

1.3

Transit passenger queries concerning flight and transit arrangements are answered accurately, courteously and in accordance with workplace customer service standards and procedures

2

Greet arriving passenger

2.1

Arriving passenger is greeted in accordance with workplace customer service procedures

2.2

Arriving passenger is directed to baggage carousel area and/or terminal exit and transport services

2.3

Arriving passenger with international connections is directed to relevant terminal/check-in area

2.4

Arriving passenger queries and concerned are answered courteously in accordance with workplace customer service standards and procedures

3

Check in passenger for next leg using manual process

3.1

Passenger name is identified and confirmed on passenger list for nominated flight in accordance with manual procedures

3.2

Appropriate action is initiated to resolve the problem of a passenger name not being found in flight bookings in accordance with workplace procedures

3.3

Passenger is advised of changes in flight arrangements including delays, cancellations and gate changes

3.4

Passenger seating preference on aircraft is sought or confirmed from loyalty program preference profile

3.5

Passenger is advised of prohibited items not to be carried onto aircraft or carried in baggage in accordance with regulatory requirements

3.6

Passenger check-in is confirmed on flight management systems, and suitable and available aircraft seating is allocated using appropriate workplace procedures

4

Check in transit passenger for next leg using computerised process

4.1

Passenger name and indicated flight are entered into the system in accordance with computerised procedures and relevant workplace procedures

4.2

Passenger booking for the next leg of the flight is confirmed on the system and passenger is advised of any changes in flight arrangements

4.3

Appropriate action is initiated to resolve the problem of a passenger name not being found in flight bookings in accordance with workplace procedures

4.4

Passenger aircraft seating preference is sought or confirmed from loyalty program preference profile

4.5

Passenger is advised of prohibited items not to be carried onto aircraft or carried in baggage in accordance with regulatory requirements

4.6

Passenger check-in is confirmed on flight management systems, and suitable and available aircraft seating is allocated in accordance with workplace procedures

5

Respond to passenger problems

5.1

Problems arising for an arriving or transit passenger are promptly identified and clarified in accordance with workplace procedures

5.2

Hazards are identified, risks are assessed and hazard management is implemented

5.3

Options for resolving identified problems are explored in consultation with passenger and appropriate staff in accordance with workplace procedures and relevant regulatory requirements

5.4

Passenger check-in problems not immediately resolved are referred to appropriate supervisor or other relevant staff for action in accordance with workplace procedures

6

Issue boarding pass for next leg of flight

6.1

Passenger check-in problems not immediately resolved, are referred to appropriate supervisor or other relevant staff for action in accordance with workplace procedures

6.2

Passenger attention is drawn to relevant details on boarding pass including flight code, boarding gate and required boarding time

7

Direct transit passenger to transit lounge

7.1

Passenger is directed to transit lounge and facilities in accordance with workplace procedures

7.2

Passengers subscribing to a loyalty scheme and/or airline club are advised of location of appropriate lounge and facilities in accordance with workplace procedures

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

Problems during passenger arrival/ transit check-in must include:

delayed or cancelled flight

lack of understanding of terminal layout

incoming flight late arrival

no record of passenger booking for next leg of flight

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

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
Transit passenger is greeted in accordance with workplace customer service procedures 
Transit passenger is asked for boarding pass and/or name and details of their flight and destination, and is directed to relevant terminal/check-in area 
Transit passenger queries concerning flight and transit arrangements are answered accurately, courteously and in accordance with workplace customer service standards and procedures 
Arriving passenger is greeted in accordance with workplace customer service procedures 
Arriving passenger is directed to baggage carousel area and/or terminal exit and transport services 
Arriving passenger with international connections is directed to relevant terminal/check-in area 
Arriving passenger queries and concerned are answered courteously in accordance with workplace customer service standards and procedures 
Passenger name is identified and confirmed on passenger list for nominated flight in accordance with manual procedures 
Appropriate action is initiated to resolve the problem of a passenger name not being found in flight bookings in accordance with workplace procedures 
Passenger is advised of changes in flight arrangements including delays, cancellations and gate changes 
Passenger seating preference on aircraft is sought or confirmed from loyalty program preference profile 
Passenger is advised of prohibited items not to be carried onto aircraft or carried in baggage in accordance with regulatory requirements 
Passenger check-in is confirmed on flight management systems, and suitable and available aircraft seating is allocated using appropriate workplace procedures 
Passenger name and indicated flight are entered into the system in accordance with computerised procedures and relevant workplace procedures 
Passenger booking for the next leg of the flight is confirmed on the system and passenger is advised of any changes in flight arrangements 
Appropriate action is initiated to resolve the problem of a passenger name not being found in flight bookings in accordance with workplace procedures 
Passenger aircraft seating preference is sought or confirmed from loyalty program preference profile 
Passenger is advised of prohibited items not to be carried onto aircraft or carried in baggage in accordance with regulatory requirements 
Passenger check-in is confirmed on flight management systems, and suitable and available aircraft seating is allocated in accordance with workplace procedures 
Problems arising for an arriving or transit passenger are promptly identified and clarified in accordance with workplace procedures 
Hazards are identified, risks are assessed and hazard management is implemented 
Options for resolving identified problems are explored in consultation with passenger and appropriate staff in accordance with workplace procedures and relevant regulatory requirements 
Passenger check-in problems not immediately resolved are referred to appropriate supervisor or other relevant staff for action in accordance with workplace procedures 
Passenger check-in problems not immediately resolved, are referred to appropriate supervisor or other relevant staff for action in accordance with workplace procedures 
Passenger attention is drawn to relevant details on boarding pass including flight code, boarding gate and required boarding time 
Passenger is directed to transit lounge and facilities in accordance with workplace procedures 
Passengers subscribing to a loyalty scheme and/or airline club are advised of location of appropriate lounge and facilities in accordance with workplace procedures 

Forms

Assessment Cover Sheet

AVII2008 - Provide assistance to transit and arriving 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

AVII2008 - Provide assistance to transit and arriving 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

Assessor name:

Signature:

Date:

Student signature:

Date: