Elements and Performance Criteria
- Greet transit passenger
- Transit passenger is greeted in accordance with workplace customer service procedures
- Transit passenger is asked for boarding pass and/or name and details of their flight and destination, and is directed to relevant terminal/check-in area
- Transit passenger queries concerning flight and transit arrangements are answered accurately, courteously and in accordance with workplace customer service standards and procedures
- Greet arriving passenger
- Arriving passenger is greeted in accordance with workplace customer service procedures
- Arriving passenger is directed to baggage carousel area and/or terminal exit and transport services
- Arriving passenger with international connections is directed to relevant terminal/check-in area
- Arriving passenger queries and concerned are answered courteously in accordance with workplace customer service standards and procedures
- Check in passenger for next leg using manual process
- Passenger name is identified and confirmed on passenger list for nominated flight in accordance with manual procedures
- Appropriate action is initiated to resolve the problem of a passenger name not being found in flight bookings in accordance with workplace procedures
- Passenger is advised of changes in flight arrangements including delays, cancellations and gate changes
- Passenger seating preference on aircraft is sought or confirmed from loyalty program preference profile
- Passenger is advised of prohibited items not to be carried onto aircraft or carried in baggage in accordance with regulatory requirements
- Passenger check-in is confirmed on flight management systems, and suitable and available aircraft seating is allocated using appropriate workplace procedures
- Check in transit passenger for next leg using computerised process
- Passenger name and indicated flight are entered into the system in accordance with computerised procedures and relevant workplace procedures
- Passenger booking for the next leg of the flight is confirmed on the system and passenger is advised of any changes in flight arrangements
- Appropriate action is initiated to resolve the problem of a passenger name not being found in flight bookings in accordance with workplace procedures
- Passenger aircraft seating preference is sought or confirmed from loyalty program preference profile
- Passenger is advised of prohibited items not to be carried onto aircraft or carried in baggage in accordance with regulatory requirements
- Passenger check-in is confirmed on flight management systems, and suitable and available aircraft seating is allocated in accordance with workplace procedures
- Respond to passenger problems
- Problems arising for an arriving or transit passenger are promptly identified and clarified in accordance with workplace procedures
- Hazards are identified, risks are assessed and hazard management is implemented
- Options for resolving identified problems are explored in consultation with passenger and appropriate staff in accordance with workplace procedures and relevant regulatory requirements
- Passenger check-in problems not immediately resolved are referred to appropriate supervisor or other relevant staff for action in accordance with workplace procedures
- Issue boarding pass for next leg of flight
- Direct transit passenger to transit lounge