Elements and Performance Criteria
- Provide customer service prior to departure
- Passengers are met and welcomed on boarding aircraft in accordance with regulatory requirements and workplace procedures
- Hazards are identified, risks are assessed and hazard management is implemented
- 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
- Carry-on baggage is monitored to ensure it does not exceed allowable limits, and appropriate action is taken to remove baggage that exceeds these limits to hold stowage
- Passengers are assisted to stow cabin baggage and personal items in accordance with regulatory requirements
- Action is taken to ensure passengers are promptly seated with their seat belts correctly fastened in accordance with regulatory requirements
- Passengers with specific needs are appropriately assisted
- Passengers sitting over the wings and passengers with specific needs are given individual briefings in accordance with regulatory requirements and workplace procedures
- Appropriate responses are made to passenger queries and requests
- Passenger pre-departure cabin service items are offered as appropriate
- Customer service is suspended during aircraft take-off
- Advise on and use cabin features and amenities
- Passengers are advised about relevant features and amenities available including those available for passengers with specific needs
- Cabin equipment and amenities are used in accordance with regulatory requirements and workplace procedures
- Cabin equipment and amenities are correctly stowed after use in accordance with regulatory requirements and workplace procedures
- Provide customer service during flight
- Toilets and facilities are periodically checked and serviced to ensure they meet workplace standards and are adequately stocked with relevant resources
- Passenger safety, security and comfort needs are anticipated, and appropriate action is taken and responses are made
- Aircraft cabin is patrolled to confirm passenger safety and comfort needs are being adequately satisfied in accordance with regulatory requirements and workplace procedures
- Provide customer service on arrival
- Passengers are assisted in accessing baggage and personal items as required
- Advice is provided on local time and weather conditions as required
- Appropriate information is provided about terminal facilities and transport options
- Passengers with specific needs are assisted as required in accordance with workplace procedures and regulatory requirements
- Passengers are farewelled courteously in accordance with workplace procedures
- Passengers are guided to appropriate exit
- Provide support to other members of aircraft crew
- Carry out administrative procedures