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Evidence Guide: AVII2007 - Check in aircraft passengers

Student: __________________________________________________

Signature: _________________________________________________

Tips for gathering evidence to demonstrate your skills

The important thing to remember when gathering evidence is that the more evidence the better - that is, the more evidence you gather to demonstrate your skills, the more confident an assessor can be that you have learned the skills not just at one point in time, but are continuing to apply and develop those skills (as opposed to just learning for the test!). Furthermore, one piece of evidence that you collect will not usualy demonstrate all the required criteria for a unit of competency, whereas multiple overlapping pieces of evidence will usually do the trick!

From the Wiki University

 

AVII2007 - Check in aircraft passengers

What evidence can you provide to prove your understanding of each of the following citeria?

Greet passenger

  1. Passenger is greeted in accordance with workplace customer service procedures
  2. Passenger is asked for name and flight details
  3. Photographic identification is requested from passenger and identity is confirmed
Passenger is greeted in accordance with workplace customer service procedures

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Passenger is asked for name and flight details

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Photographic identification is requested from passenger and identity is confirmed

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Check in passenger using manual process

  1. Passenger name is identified and confirmed on passenger list for nominated flight in accordance with manual check-in procedures
  2. Passenger seating preference on aircraft is sought and allocated where possible
  3. Passenger check in is recorded on passenger list and a suitable and available aircraft seat is allocated
  4. Passenger is advised of changes in flight arrangements including delays, cancellations and gate changes
Passenger name is identified and confirmed on passenger list for nominated flight in accordance with manual check-in procedures

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Passenger seating preference on aircraft is sought and allocated where possible

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Passenger check in is recorded on passenger list and a suitable and available aircraft seat is allocated

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

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

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Check in passenger using computerised process

  1. Passenger name and indicated flight are entered into the system in accordance with computerised procedures and relevant workplace procedures
  2. Passenger flight booking is confirmed on the system
  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. Passenger aircraft seating preference is sought or confirmed from loyalty program preference profile
  5. Passenger is advised of prohibited items not to be carried onto aircraft or carried in baggage, in accordance with regulatory requirements
  6. Passenger check-in is confirmed on flight management systems, and suitable and available aircraft seating is allocated in accordance with workplace procedures
Passenger name and indicated flight are entered into the system in accordance with computerised procedures and relevant workplace procedures

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Passenger flight booking is confirmed on the system

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

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

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

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

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

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

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

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

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Check in baggage

  1. Passenger is requested to present baggage for check in
  2. Cabin baggage items are checked to ensure they fall within allowable passenger baggage requirements, and passenger is courteously advised to check in non-compliant cabin baggage items with other items in aircraft hold
  3. Passenger checked-in baggage is weighed on scales in accordance with workplace procedures and compared to passenger class of travel allowable limits
  4. Passenger is advised and arrangements are made for excess baggage payment for baggage above allowable limit but permissible under excess baggage rules, in accordance with workplace procedures
  5. Passenger is advised about baggage above allowable limit where excess is not permissible under regulatory requirements, and is requested to take appropriate action to reduce baggage weight to within allowable limit in accordance with workplace procedures
  6. Baggage details are recorded on aircraft baggage list and entered into computer system in accordance with workplace procedures for type of check-in process being used
  7. Baggage is labelled in accordance with workplace procedures using either manually or printer-produced tags in accordance with system being used, including overweight, oversize or fragile labels as required
  8. Passenger loyalty program baggage labels are applied as required
  9. Passenger baggage is placed on baggage belt or cart in preparation for aircraft loading
  10. Passenger baggage check-in record is attached to ticket or boarding pass sleeve
  11. Baggage is handled at all times in accordance with work health and safety (WHS)/occupational health and safety (OHS) regulations and workplace procedures
Passenger is requested to present baggage for check in

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Cabin baggage items are checked to ensure they fall within allowable passenger baggage requirements, and passenger is courteously advised to check in non-compliant cabin baggage items with other items in aircraft hold

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Passenger checked-in baggage is weighed on scales in accordance with workplace procedures and compared to passenger class of travel allowable limits

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Passenger is advised and arrangements are made for excess baggage payment for baggage above allowable limit but permissible under excess baggage rules, in accordance with workplace procedures

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Passenger is advised about baggage above allowable limit where excess is not permissible under regulatory requirements, and is requested to take appropriate action to reduce baggage weight to within allowable limit in accordance with workplace procedures

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Baggage details are recorded on aircraft baggage list and entered into computer system in accordance with workplace procedures for type of check-in process being used

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Baggage is labelled in accordance with workplace procedures using either manually or printer-produced tags in accordance with system being used, including overweight, oversize or fragile labels as required

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Passenger loyalty program baggage labels are applied as required

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Passenger baggage is placed on baggage belt or cart in preparation for aircraft loading

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Passenger baggage check-in record is attached to ticket or boarding pass sleeve

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Baggage is handled at all times in accordance with work health and safety (WHS)/occupational health and safety (OHS) regulations and workplace procedures

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Respond to problems during check in

  1. Problems arising during check in are promptly identified and clarified in accordance with workplace procedures
  2. Hazards are identified, risks are assessed and hazard management is implemented
  3. Options to resolve identified problems are explored in consultation with passenger and other staff in accordance with workplace procedures and relevant regulatory requirements
  4. Passenger check-in problems not immediately resolved are referred to appropriate supervisor or other relevant staff for action in accordance with workplace procedures
Problems arising during check in are promptly identified and clarified in accordance with workplace procedures

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

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

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Options to resolve identified problems are explored in consultation with passenger and other staff in accordance with workplace procedures and relevant regulatory requirements

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

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

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Issue boarding pass

  1. On finalisation of check-in procedures, a manual or electronic boarding pass is issued and presented to passenger in accordance with workplace procedures
  2. Passenger attention is drawn to relevant details on boarding pass including flight code, boarding gate and required boarding time
On finalisation of check-in procedures, a manual or electronic boarding pass is issued and presented to passenger in accordance with workplace procedures

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

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

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Direct passenger to security gate

  1. Passenger is directed to security gate in accordance with workplace procedures
  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
Passenger is directed to security gate in accordance with workplace procedures

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

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

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Assessed

Teacher: ___________________________________ Date: _________

Signature: ________________________________________________

Comments:

 

 

 

 

 

 

 

 

Instructions to Assessors

Evidence Guide

ELEMENTS

PERFORMANCE CRITERIA

Elements describe the essential outcomes.

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

1

Greet passenger

1.1

Passenger is greeted in accordance with workplace customer service procedures

1.2

Passenger is asked for name and flight details

1.3

Photographic identification is requested from passenger and identity is confirmed

2

Check in passenger using manual process

2.1

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

2.2

Passenger seating preference on aircraft is sought and allocated where possible

2.3

Passenger check in is recorded on passenger list and a suitable and available aircraft seat is allocated

2.4

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

3

Check in passenger using computerised process

3.1

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

3.2

Passenger flight booking is confirmed on the system

3.3

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

3.4

Passenger aircraft seating preference 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 in accordance with workplace procedures

4

Check in baggage

4.1

Passenger is requested to present baggage for check in

4.2

Cabin baggage items are checked to ensure they fall within allowable passenger baggage requirements, and passenger is courteously advised to check in non-compliant cabin baggage items with other items in aircraft hold

4.3

Passenger checked-in baggage is weighed on scales in accordance with workplace procedures and compared to passenger class of travel allowable limits

4.4

Passenger is advised and arrangements are made for excess baggage payment for baggage above allowable limit but permissible under excess baggage rules, in accordance with workplace procedures

4.5

Passenger is advised about baggage above allowable limit where excess is not permissible under regulatory requirements, and is requested to take appropriate action to reduce baggage weight to within allowable limit in accordance with workplace procedures

4.6

Baggage details are recorded on aircraft baggage list and entered into computer system in accordance with workplace procedures for type of check-in process being used

4.7

Baggage is labelled in accordance with workplace procedures using either manually or printer-produced tags in accordance with system being used, including overweight, oversize or fragile labels as required

4.8

Passenger loyalty program baggage labels are applied as required

4.9

Passenger baggage is placed on baggage belt or cart in preparation for aircraft loading

4.10

Passenger baggage check-in record is attached to ticket or boarding pass sleeve

4.11

Baggage is handled at all times in accordance with work health and safety (WHS)/occupational health and safety (OHS) regulations and workplace procedures

5

Respond to problems during check in

5.1

Problems arising during check in 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 to resolve identified problems are explored in consultation with passenger and other 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

6.1

On finalisation of check-in procedures, a manual or electronic boarding pass is issued and presented to passenger 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 passenger to security gate

7.1

Passenger is directed to security gate 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

Required Skills and Knowledge

ELEMENTS

PERFORMANCE CRITERIA

Elements describe the essential outcomes.

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

1

Greet passenger

1.1

Passenger is greeted in accordance with workplace customer service procedures

1.2

Passenger is asked for name and flight details

1.3

Photographic identification is requested from passenger and identity is confirmed

2

Check in passenger using manual process

2.1

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

2.2

Passenger seating preference on aircraft is sought and allocated where possible

2.3

Passenger check in is recorded on passenger list and a suitable and available aircraft seat is allocated

2.4

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

3

Check in passenger using computerised process

3.1

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

3.2

Passenger flight booking is confirmed on the system

3.3

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

3.4

Passenger aircraft seating preference 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 in accordance with workplace procedures

4

Check in baggage

4.1

Passenger is requested to present baggage for check in

4.2

Cabin baggage items are checked to ensure they fall within allowable passenger baggage requirements, and passenger is courteously advised to check in non-compliant cabin baggage items with other items in aircraft hold

4.3

Passenger checked-in baggage is weighed on scales in accordance with workplace procedures and compared to passenger class of travel allowable limits

4.4

Passenger is advised and arrangements are made for excess baggage payment for baggage above allowable limit but permissible under excess baggage rules, in accordance with workplace procedures

4.5

Passenger is advised about baggage above allowable limit where excess is not permissible under regulatory requirements, and is requested to take appropriate action to reduce baggage weight to within allowable limit in accordance with workplace procedures

4.6

Baggage details are recorded on aircraft baggage list and entered into computer system in accordance with workplace procedures for type of check-in process being used

4.7

Baggage is labelled in accordance with workplace procedures using either manually or printer-produced tags in accordance with system being used, including overweight, oversize or fragile labels as required

4.8

Passenger loyalty program baggage labels are applied as required

4.9

Passenger baggage is placed on baggage belt or cart in preparation for aircraft loading

4.10

Passenger baggage check-in record is attached to ticket or boarding pass sleeve

4.11

Baggage is handled at all times in accordance with work health and safety (WHS)/occupational health and safety (OHS) regulations and workplace procedures

5

Respond to problems during check in

5.1

Problems arising during check in 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 to resolve identified problems are explored in consultation with passenger and other 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

6.1

On finalisation of check-in procedures, a manual or electronic boarding pass is issued and presented to passenger 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 passenger to security gate

7.1

Passenger is directed to security gate 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 action to minimise, control or eliminate identified hazards

applying relevant legislation and workplace procedures

communicating effectively with others

completing documentation related to aircraft passengers

identifying and correctly using relevant equipment

implementing contingency plans

implementing work health and safety (WHS)/occupational health and safety (OHS) procedures and relevant regulations

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

responding appropriately to cultural differences in the workplace

reporting and/or rectifying problems, faults or malfunctions promptly, in accordance with workplace procedures

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 for providing appropriate check-in services for passengers

baggage check-in limits and requirements

check-in records/documentation

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

passenger identification requirements

principles of customer service

problems that may occur when checking in passengers for aircraft flights 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 checking in passengers for aircraft flights and related risk control procedures and precautions

seat allocation procedures.

Range Statement

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

Problems during check in must include:

delayed or cancelled flight

excess baggage

late check in

no record of passenger claimed booking

overweight or oversize cabin baggage

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