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Evidence Guide: AVII2008 - Provide assistance to transit and arriving 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

 

AVII2008 - Provide assistance to transit and arriving passengers

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

Greet transit passenger

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

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

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

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

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

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Greet arriving passenger

  1. Arriving passenger is greeted in accordance with workplace customer service procedures
  2. Arriving passenger is directed to baggage carousel area and/or terminal exit and transport services
  3. Arriving passenger with international connections is directed to relevant terminal/check-in area
  4. Arriving passenger queries and concerned are answered courteously in accordance with workplace customer service standards and procedures
Arriving passenger is greeted in accordance with workplace customer service procedures

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

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

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

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

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

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

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Check in passenger for next leg using manual process

  1. Passenger name is identified and confirmed on passenger list for nominated flight in accordance with manual procedures
  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. Passenger is advised of changes in flight arrangements including delays, cancellations and gate changes
  4. Passenger seating preference on aircraft 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 using appropriate workplace procedures
Passenger name is identified and confirmed on passenger list for nominated flight in accordance with manual procedures

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

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Passenger seating preference on aircraft 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 using appropriate workplace procedures

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

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

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:

 

 

 

 

 

 

 

Respond to passenger problems

  1. Problems arising for an arriving or transit passenger are promptly identified and clarified in accordance with workplace procedures
  2. Hazards are identified, risks are assessed and hazard management is implemented
  3. Options for resolving identified problems are explored in consultation with passenger and appropriate 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 for an arriving or transit passenger 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 for resolving identified problems are explored in consultation with passenger and appropriate 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 for next leg of flight

  1. Passenger check-in problems not immediately resolved, are referred to appropriate supervisor or other relevant staff for action 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
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:

 

 

 

 

 

 

 

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

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Direct transit passenger to transit lounge

  1. Passenger is directed to transit lounge and facilities 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 transit lounge and facilities 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 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

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 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.

Range Statement

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