Assessor Resource
AVII2001B
Provide customer service on an aircraft
Assessment tool
Version 1.0
Issue Date: May 2024
Work must be carried out in accordance with workplace procedures and relevant regulatory requirements including OH&S.
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, security regulations and protocols to the provision of customer service to passengers on commercial aircraft across a variety of operational contexts within the Australian aviation industry.
This unit involves the skills and knowledge required to provide high quality customer service to passengers on a commercial aircraft, including providing appropriate assistance to passengers in conjunction with other members of cabin service team prior to departure, during flight and on arrival at a destination. It also includes advising passengers on cabin features and amenities, using cabin facilities and amenities, providing support to other crew members, and carrying out required administrative procedures. Licensing, legislative, regulatory or certification requirements are applicable to this unit.
You may want to include more information here about the target group and the purpose of the assessments (eg formative, summative, recognition)