Elements and Performance Criteria
- Organise queue
- Queue is organised using appropriate signage, barriers and other resources in accordance with workplace procedures
- Any breaches of queue protocol are identified and appropriate action is taken to courteously advise the passengers concerned of the correct procedures to be followed
- Progress of the queue is monitored and appropriate action is taken to adjust servicing resources and/or reorganise queue in situations where the queue becomes excessively long/short or requires reorganisation due to late boarding passengers
- Comb queue for passengers requiring urgent or express service
- Queue is combed at appropriate times to identify passengers who have priority need for rapid check-in in accordance with workplace procedures
- Passengers identified as having priority needs for check-in are moved to the head of the queue
- Passengers without baggage are directed to proceed to express check-in or the gate customer service desk
- Appropriate explanations are provided to other passengers in the queue of the reasons for the priority service
- Provide information/special assistance to passengers in queue
- Passengers are provided with relevant information on queuing arrangements and boarding progress using public address systems and other communication systems in accordance with workplace procedures
- Where appropriate, information is provided to individual passengers on matters relevant to their check-in
- Passengers are given appropriate information on delays and cancelled or re-organised flight progress using public address systems and other communication systems in accordance with workplace procedures
- Passengers that require special assistance, such as the elderly, families with infants or people with disabilities, are identified
- Respond to queries from queue members
- Queries from passengers in a queue are courteously received and interpreted in accordance with workplace customer service standards
- Appropriate responses are given to passenger enquiries in accordance with workplace procedures
- Where a response cannot be immediately provided, the query is referred to an appropriate supervisor or other staff for appropriate action