Unit of Competency Mapping – Information for Teachers/Assessors – Information for Learners

AVII0005 Mapping and Delivery Guide
Provide customer service on an aircraft

Version 1.0
Issue Date: May 2024


Qualification -
Unit of Competency AVII0005 - Provide customer service on an aircraft
Description
Employability Skills
Learning Outcomes and Application This unit involves the skills and knowledge required to provide customer service to passengers on an aircraft.It includes providing customer service prior to departure, advising on and using cabin features and amenities, and providing customer service during flight. It also includes providing customer service on arrival, providing support to other members of the aircraft crew, and carrying out administrative procedures.This unit addresses aviation non-technical skill requirements (mental, social and personal-management abilities) related to customer service duties of flight crew and contributes to safe and effective performance in complex aviation operational environments.Operations are conducted as part of recreational, commercial and military aircraft activities across a variety of operational contexts within the Australian aviation industry.Work is performed independently or under limited supervision within a single-pilot or multi-crew environment.No licensing, legislative, regulatory or certification requirements are applicable to this unit at time of publication.
Duration and Setting X weeks, nominally xx hours, delivered in a classroom/online/blended learning setting.
Prerequisites/co-requisites
Competency Field I – Customer Service
Development and validation strategy and guide for assessors and learners Student Learning Resources Handouts
Activities 		Slides
PPT 		Assessment 1 Assessment 2 Assessment 3 Assessment 4
Elements of Competency Performance Criteria              
Element: Provide customer service prior to departure
  • Passengers are met and welcomed on boarding aircraft in accordance with regulatory requirements and workplace procedures
       
Element: Hazards are identified, risks are assessed and hazard management implemented
       
Element: 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
       
Element: 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
       
Element: Passengers are assisted to stow cabin baggage and personal items in accordance with regulatory requirements
       
Element: Action is taken to ensure passengers are promptly seated with their seat belts correctly fastened in accordance with regulatory requirements
       
Element: Passengers with specific needs are appropriately assisted
       
Element: Passengers sitting over the wings and passengers with specific needs are given individual briefings in accordance with regulatory requirements and workplace procedures
       
Element: Appropriate responses are made to passenger queries and requests
       
Element: Passenger pre-departure cabin service items are offered as appropriate
       
Element: Customer service is suspended during aircraft take-off
       
Element: 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
       
Element: Cabin equipment and amenities are used in accordance with regulatory requirements and workplace procedures
       
Element: Cabin equipment and amenities are correctly stowed after use in accordance with regulatory requirements and workplace procedures
       
Element: 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
       
Element: Passenger safety, security and comfort needs are anticipated and appropriate action taken and responses are made
       
Element: Aircraft cabin is patrolled to confirm passenger safety and comfort needs are being adequately satisfied in accordance with regulatory requirements and workplace procedures
       
Element: Provide customer service on arrival
  • Passengers are assisted in accessing baggage and personal items as required
       
Element: Advice is provided on local time and weather conditions as required
       
Element: Appropriate information is provided about terminal facilities and transport options
       
Element: Passengers with specific needs are assisted as required in accordance with workplace procedures and regulatory requirements
       
Element: Passengers are farewelled courteously in accordance with workplace procedures
       
Element: Passengers are guided to appropriate exit
       
Element: Provide support to other members of aircraft crew
  • Appropriate assistance is provided to other cabin crew team members in accordance with workplace procedures
       
Element: Other crew members are advised of variations to workplace procedures
       
Element: Meals and refreshments are served to flight crew in accordance with workplace procedures and flight schedule
       
Element: Carry out administrative procedures
  • Workplace administrative procedures are identified and interpreted
       
Element: Administrative procedures are implemented in accordance with workplace and regulatory requirements
       
Element: All required aircraft documentation/data capture is completed in accordance with workplace requirements
       

Submission Requirements

List each assessment task's title, type (eg project, observation/demonstration, essay, assignment, checklist) and due date here

Assessment task 1: [title]      Due date:

(add new lines for each of the assessment tasks)

Assessment Tasks

Copy and paste from the following data to produce each assessment task. Write these in plain English and spell out how, when and where the task is to be carried out, under what conditions, and what resources are needed. Include guidelines about how well the candidate has to perform a task for it to be judged satisfactory.

Range is restricted to essential operating conditions and any other variables essential to the work environment.

Copy and paste from the following performance criteria to create an observation checklist for each task. When you have finished writing your assessment tool every one of these must have been addressed, preferably several times in a variety of contexts. To ensure this occurs download the assessment matrix for the unit; enter each assessment task as a column header and place check marks against each performance criteria that task addresses.

Observation Checklist

Tasks to be observed according to workplace/college/TAFE policy and procedures, relevant legislation and Codes of Practice Yes No Comments/feedback
Passengers are met and welcomed on boarding aircraft in accordance with regulatory requirements and workplace procedures 
 
 
 
 
 
 
 
 
 
 
Passengers are advised about relevant features and amenities available, including those available for passengers with specific needs 
 
 
Toilets and facilities are periodically checked and serviced to ensure they meet workplace standards and are adequately stocked with relevant resources 
 
 
Passengers are assisted in accessing baggage and personal items as required 
 
 
 
 
 
Appropriate assistance is provided to other cabin crew team members in accordance with workplace procedures 
 
 
Workplace administrative procedures are identified and interpreted 
 
 

Forms

Assessment Cover Sheet

AVII0005 - Provide customer service on an aircraft
Assessment task 1: [title]

Student name:

Student ID:

I declare that the assessment tasks submitted for this unit are my own work.

Student signature:

Result: Competent Not yet competent

Feedback to student

 

 

 

 

 

 

 

 

Assessor name:

Signature:

Date:

Assessment Record Sheet

AVII0005 - Provide customer service on an aircraft

Student name:

Student ID:

Assessment task 1: [title] Result: Competent Not yet competent

(add lines for each task)

Feedback to student:

 

 

 

 

 

 

 

 

Overall assessment result: Competent Not yet competent

Assessor name:

Signature:

Date:

Student signature:

Date: