Work must be carried out in accordance with workplace procedures and the relevant regulatory requirements of the Civil Aviation Authority and other relevant regulatory authorities.

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 and protocols to the checking-in of passengers for commercial aircraft flights across a variety of operational contexts within the Australian aviation industry.

ELEMENT

PERFORMANCE CRITERIA

1Greet passenger

1.1 Passenger is greeted in accordance with workplace customer service procedures

1.2 Passenger is asked for their name and details of their flight

1.3 Photographic identification is requested from the passenger and their identity is confirmed

2Check in passenger using manual process

2.1 When manual procedures are being followed, passenger's name is identified and confirmed on the passenger list for the nominated flight

2.2 Where possible, passenger's seating preference on the aircraft is sought

2.3 Passenger's check-in is recorded on the passenger list and a suitable and available aircraft seat is allocated

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

3Check in passenger using computerised process

3.1 When computerised procedures are being followed, passenger's name and indicated flight are entered into the system using relevant workplace procedures

3.2 Passenger's booking for the flight is confirmed on the system

3.3 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

3.4 Where relevant, passenger's seating preference on the aircraft is sought or if in a loyalty program confirmed from their preference profile

3.5 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

3.6 Passenger's check-in is confirmed on the system and a suitable and available aircraft seat is allocated using appropriate workplace procedures

4Check in baggage

4.1 Where applicable, passenger is requested to present her/his baggage for check-in

4.2 Items of cabin baggage are checked to ensure that they fall within number, size and weight requirements, and if not, the passenger is courteously advised that relevant items must be checked in together with any other items for carriage in the aircraft's hold

4.3 Passenger's checked-in baggage is weighed on the scales in accordance with workplace procedures

4.4 Baggage weight is compared to allowable limits for the passenger's class of travel

4.5 If baggage is above the allowable limit but still permissible under excess baggage rules, passenger is advised and arrangements are made for excess baggage payment in accordance with workplace procedures

4.6 If baggage is above the allowable limit and the excess is not permissible under regulatory requirements, passenger is advised in accordance with workplace procedures and requested to take appropriate action to reduce baggage weight to within the allowable limit

4.7 Baggage details are recorded on the aircraft's baggage list and entered into the computer system dependent on the workplace procedures for the type of check-in process being used

4.8 Baggage is labelled in accordance with workplace procedures using either manually or printer-produced tags dependent on the system being used, including overweight, oversize or fragile labels where applicable

4.9 Where loyalty services apply, baggage is tagged with the appropriate label

4.10 Passenger's baggage is placed on the baggage belt or cart, as applicable

4.11 Passenger's baggage check-in record is attached to their ticket or boarding pass sleeve

4.12 Baggage is handled at all times in accordance with OH&S regulations and workplace procedures

5Respond to problems during check-in

5.1 A problem arising during check-in is promptly identified and clarified in accordance with workplace procedures

5.2 Options for the resolution of the identified problem are explored in consultation with the passenger and other staff in accordance with workplace procedures and any relevant regulatory requirements

5.3 Where a problem cannot be immediately resolved, the problem is referred to an appropriate supervisor or other relevant staff for action in accordance with workplace procedures

6Issue boarding pass

6.1 On finalisation of check-in procedures, a manual or computer-produced boarding pass is issued and presented to the passenger in accordance with workplace procedures

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

7Direct passenger to security gate

7.1 Passenger is directed to the security gate in accordance with workplace procedures

7.2 Where applicable, passengers subscribing to a loyalty scheme and/or airline club are advised of the location of the club lounge and the facilities available in accordance with workplace procedures

REQUIRED KNOWLEDGE AND SKILLS

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

Required knowledge:

Relevant sections of Civil Aviation Safety Regulations and Civil Aviation Orders pertaining to check-in procedures

Relevant OH&S regulations

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

Principles of customer service

Airline standards for providing appropriate check-in services for passengers

Check-in records/documentation

Baggage check-in limits and requirements

Features, amenities and departure gate locations of terminals at designated airports

Risks that exist when checking in passengers for aircraft flights and related risk control procedures and precautions

Problems that may occur when checking in passengers for aircraft flights and appropriate action that should be taken in each case

Required skills:

Communicate effectively with others when checking in aircraft passengers

Read and interpret instructions, regulations, procedures and other information relevant to checking in aircraft passengers

Interpret and follow operational instructions and prioritise work

Complete documentation related to aircraft passengers

Operate electronic communication equipment to required protocol

Work collaboratively with others when checking in aircraft passengers

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

Promptly report and/or rectify any identified problems that may occur when checking in aircraft passengers in accordance with regulatory requirements and workplace procedures

Implement contingency plans for unexpected events that may arise when checking in aircraft passengers

Apply precautions and required action to minimise, control or eliminate hazards that may exist when checking in aircraft 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 OH&S standards

Implement OH&S procedures and relevant regulations

Identify and correctly use equipment required when checking in aircraft passengers

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

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

Check-in services may be provided:

by day or night

at international, domestic and regional airports

at a boarding gate, baggage check-in, service desk or valet service check-in

for both short and/or long haul services

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

in accordance with enterprise 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 check-in may include:

late check-in

excess baggage

overweight or oversize cabin baggage

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

no record of the passenger's claimed booking

delayed or cancelled flight

Persons consulted may include:

passengers

other 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 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 check-in 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

I - Customer Service

This unit contains employability skills.