airline standards, principles and philosophies for providing quality customer service to passengers airline structure, products, policies, procedures and service standards appropriate service to customers with a range of disabilities and specific needs cabin features and amenities for various types of aircraft cabin product and service procedures complaint handling procedures customer service records/documentation features, amenities and departure gate locations of terminals at designated airports importance of customer service to airline and to individual crew responsibility needs and expectations of different types of customers, including internal and external customers problems that may occur when providing customer service to passengers on aircraft flights and appropriate action that should be taken in each case relevant enterprise business plans relevant customs, quarantine, equal opportunity and anti-discrimination regulations relevant sections of Civil Aviation Safety Regulations (CASRs) and Civil Aviation Orders for supervision of cabin operations relevant WHS/OHS regulations risks that exist when providing customer service to passengers on aircraft flights and related risk control procedures and precautions service quality and continuous improvement principles unlawful interference with aviation incidents and response actions relevant to own role: causing damage to an aircraft that is in service that puts the safety of the aircraft, or any person on board or outside the aircraft, at risk committing an act at an airport, or causing any interference or damage, that puts the safe operation of the airport, or the safety of any person at the airport, at risk destroying an aircraft that is in service doing anything on board an aircraft that is in service that puts the safety of the aircraft, or any person on board or outside the aircraft, at risk placing, or causing to be placed, on board an aircraft that is in service anything that puts the safety of the aircraft, or any person on board or outside the aircraft, at risk putting the safety of an aircraft at risk by communicating false or misleading information putting the safety of aircraft at risk by interfering with, damaging or destroying air navigation facilities taking control of an aircraft by force, or threat of force, or any other form of intimidation or by any trick or false pretence. |