Modification History
Not applicable.
Unit Descriptor
Unit Descriptor |
This unit involves the skills and knowledge required to check in passengers for a commercial aircraft flight, including greeting passengers, checking in passengers using either manual or computerised processes and checking in both cabin and hold baggage. It also includes the skills and knowledge required to respond to problems during check-in, process check-in records, issue boarding passes and direct passengers to the security gate. Licensing, legislative, regulatory or certification requirements are applicable to this unit. |
Application of the Unit
Application of the Unit |
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. |
Licensing/Regulatory Information
Not applicable.
Pre-Requisites
Not applicable.
Employability Skills Information
Employability Skills |
This unit contains employability skills. |
Elements and Performance Criteria Pre-Content
Elements describe the essential outcomes of a unit of competency. |
Performance criteria describe the required performance needed to demonstrate achievement of the element. Assessment of performance is to be consistent with the evidence guide. |
Elements and Performance Criteria
ELEMENT |
PERFORMANCE CRITERIA |
1 Greet 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 |
2 Check 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 |
3 Check 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 |
4 Check 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 |
5 Respond 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 |
6 Issue 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 |
7 Direct 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 Skills and Knowledge
REQUIRED KNOWLEDGE AND SKILLS |
This describes the essential knowledge and skills and their level required for this unit. |
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Required skills : |
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Evidence Guide
EVIDENCE GUIDE |
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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. |
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Critical aspects for assessment and evidence required to demonstrate competency in this unit |
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Context of and specific resources for assessment |
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Method of assessment |
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Range Statement
RANGE STATEMENT |
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The range statement relates to the unit of competency as a whole. It allows for different work environments and situations that may affect performance. |
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Check-in services may be provided: |
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Performance may be demonstrated: |
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Check-in procedures may include: |
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Problems during check-in may include: |
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Persons consulted may include: |
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Dependent on the type of organisation concerned and the local terminology used, workplace procedures may include: |
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Information/documents may include: |
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Applicable regulations and legislation may include: |
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Unit Sector(s)
Not applicable.
Competency field
Competency Field |
I - Customer Service |