Modification History
Not applicable.
Unit Descriptor
Unit Descriptor |
This unit involves the skills and knowledge required to provide assistance to transit and arriving passengers, 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. 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 provision of assistance to transit and arriving passengers on 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 transit passenger |
1.1 Transit passenger is greeted in accordance with workplace customer service procedures 1.2 Transit passenger is asked for their boarding pass and/or their name and details of their flight and destination and directed to the relevant terminal/check-in area 1.3 Transit passenger's queries concerning their 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 the baggage carousel area and/or terminal exit and transport services 2.3 Arriving passenger with international connections is directed to the relevant terminal/check-in area 2.4 Arriving passenger's 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 When manual procedures are being followed, passenger's name is identified and confirmed on the passenger list for the nominated flight 3.2 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 3.3 Passenger is advised of any changes in flight arrangements including delays, cancellations and gate changes 3.4 Where possible, passenger's seating preference on the aircraft is sought 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 and regulatory requirements |
4 Check in transit passenger for next leg using computerised process |
4.1 When computerised procedures are being followed, passenger's name and indicated flight are entered into the system using relevant workplace procedures 4.2 Passenger's booking for the next leg of the flight is confirmed on the system and the passenger is advised of any changes in fight arrangements 4.3 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 4.4 Where relevant, passenger's seating preference on the aircraft is sought or if in a loyalty program confirmed from their preference profile 4.5 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 4.6 Passenger's check-in is confirmed on the system and a suitable and available aircraft seat is allocated using appropriate workplace procedures |
5 Respond to a passenger's problems |
5.1 A problem arising for an arriving or transit passenger 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 appropriate 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 appropriate supervisor or other relevant staff for appropriate action in accordance with workplace procedures |
6 Issue boarding pass for next leg of flight |
6.1 On finalisation of check-in procedures, a manual or computer-produced boarding pass is issued and presented to the transit 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 transit passenger to transit lounge |
7.1 Passenger is directed to the transit lounge and facilities 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 : |
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REQUIRED KNOWLEDGE AND SKILLS |
This describes the essential knowledge and skills and their level required for this unit. |
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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Assistance to transit and arriving passengers 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 passenger arrival/ transit 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 |