Provide customer service on an aircraft

Formats and tools

Unit Description
Reconstruct the unit from the xml and display it as an HTML page.
Assessment Tool
an assessor resource that builds a framework for writing an assessment tool
Assessment Template
generate a spreadsheet for marking this unit in a classroom environment. Put student names in the top row and check them off as they demonstrate competenece for each of the unit's elements and performance criteria.
Assessment Matrix
a slightly different format than the assessment template. A spreadsheet with unit names, elements and performance criteria in separate columns. Put assessment names in column headings to track which performance criteria each one covers. Good for ensuring that you've covered every one of the performance criteria with your assessment instrument (all assessement tools together).
Wiki Markup
mark up the unit in a wiki markup codes, ready to copy and paste into a wiki page. The output will work in most wikis but is designed to work particularly well as a Wikiversity learning project.
Evidence Guide
create an evidence guide for workplace assessment and RPL applicants
Competency Mapping Template
Unit of Competency Mapping – Information for Teachers/Assessors – Information for Learners. A template for developing assessments for a unit, which will help you to create valid, fair and reliable assessments for the unit, ready to give to trainers and students
Observation Checklist
create an observation checklist for workplace assessment and RPL applicants. This is similar to the evidence guide above, but a little shorter and friendlier on your printer. You will also need to create a seperate Assessor Marking Guide for guidelines on gathering evidence and a list of key points for each activity observed using the unit's range statement, required skills and evidence required (see the unit's html page for details)

Self Assessment Survey
A form for students to assess thier current skill levels against each of the unit's performance criteria. Cut and paste into a web document or print and distribute in hard copy.
Moodle Outcomes
Create a csv file of the unit's performance criteria to import into a moodle course as outcomes, ready to associate with each of your assignments. Here's a quick 'how to' for importing these into moodle 2.x
Registered Training Organisations
Trying to find someone to train or assess you? This link lists all the RTOs that are currently registered to deliver AVII2001B, 'Provide customer service on an aircraft'.
Google Links
links to google searches, with filtering in place to maximise the usefulness of the returned results
Reference books for 'Provide customer service on an aircraft' on This online store has a huge range of books, pretty reasonable prices, free delivery in Australia *and* they give a small commission to for every purchase, so go nuts :)

Elements and Performance Criteria



1Provide customer service prior to departure

1.1 Passengers are met and welcomed on boarding the aircraft in accordance with regulatory requirements and workplace procedures

1.2 Boarding passes are checked to confirm correct flight and seating, and passengers are directed to their seat locations in accordance with regulatory requirements and workplace procedures

1.3 Carry-on baggage is monitored to ensure that it does not exceed allowable limits, and if limits are exceeded appropriate action is taken to remove it to hold stowage

1.4 Passengers are assisted to stow cabin baggage and personal items in accordance with regulatory requirements

1.5 Action is taken to ensure passengers are promptly seated with their seat belts correctly fastened in accordance with regulatory requirements

1.6 Passengers with special needs are appropriately assisted

1.7 Passengers sitting over the wings and passengers with special needs are given individual briefings in accordance with regulatory requirements and workplace procedures

1.8 Appropriate responses are made to passengers' queries and requests

1.9 Passenger pre-departure cabin service items are offered as appropriate

1.10 Customer service is suspended during take-off of the aircraft

2Advise on and use cabin features and amenities

2.1 Passengers are advised on the relevant features and amenities available including those available for passengers with special needs

2.2 Cabin equipment and amenities are used in accordance with regulatory requirements and workplace procedures

2.3 Cabin equipment and amenities are correctly stowed after use in accordance with regulatory requirements and workplace procedures

3Provide customer service during flight

3.1 Toilets and facilities are periodically checked and serviced to ensure that they meet workplace standards and are adequately stocked with relevant resources

3.2 Passengers' safety, security and comfort needs are anticipated and appropriate action is taken and responses made

3.3 Aircraft cabin is patrolled to confirm passengers' safety and comfort needs are being adequately satisfied in accordance with regulatory requirements and workplace procedures

4Provide customer service on arrival

4.1 Passengers are assisted in accessing baggage and personal items

4.2 Advice is provided on local time and weather conditions where applicable

4.3 Appropriate information is provided about terminal facilities and transport options

4.4 Passengers with special needs are assisted as appropriate in accordance with workplace procedures and regulatory requirements

4.5 Passengers are farewelled courteously in accordance with workplace procedures

4.6 Passengers are guided to the appropriate exit

5Provide support to other members of the aircraft crew

5.1 Appropriate assistance is provided to other team members of the cabin crew in accordance with workplace procedures

5.2 Other members of the crew are advised of any variations to workplace procedures

5.3 Meals and refreshments are served to the flight crew in accordance with workplace procedures and flight schedule

6Carry out administrative procedures

6.1 Workplace administrative procedures are identified and interpreted

6.2 Administrative procedures are implemented in accordance with workplace and regulatory requirements

6.3 All required aircraft documentation/data capture is completed in accordance with workplace requirements

Qualifications and Skillsets

AVII2001B appears in the following qualifications:

  • AVI20208 - Certificate II in Aviation (Flight Operations)