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

AVII0009 Mapping and Delivery Guide
Check in aircraft passengers

Version 1.0
Issue Date: May 2024


Qualification -
Unit of Competency AVII0009 - Check in aircraft passengers
Description
Employability Skills
Learning Outcomes and Application This unit involves the skills and knowledge required to check in aircraft passengers in compliance with relevant regulatory requirements and national operating standards.It includes greeting passengers, checking in passengers using manual and computerised processes, and checking in baggage. It also includes responding to problems during check-in, issuing boarding passes and directing passengers to security gates.This unit addresses aviation technical skill requirements (physical, mental and task-management abilities) related to customer service duties of ground operations personnel 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 as a single operator or within a team environment.Licensing, legislative, regulatory or certification requirements are applicable to this unit.
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: Greet passenger
  • Passenger is greeted in accordance with workplace customer service procedures
  • Passenger is asked for name and flight details
  • Photographic identification is requested from passenger and identity is confirmed
  • Passenger is advised of prohibited items not to be carried onto aircraft or carried in baggage in accordance with regulatory requirements
       
Element: Check in baggage
  • Passenger is requested to present baggage for check in
  • All weighing equipment is checked for serviceability and weighing scales are calibrated in accordance with workplace procedures
  • Cabin baggage items are checked to ensure they fall within allowable passenger baggage requirements, and passenger is courteously advised to check in non-compliant cabin baggage items with other items in aircraft hold
  • Passenger checked-in baggage is weighed on scales in accordance with workplace procedures and compared to passenger class of travel allowable limits
  • Passenger is advised and arrangements made for excess baggage payment for baggage above allowable limit but permissible under excess baggage rules, in accordance with workplace procedures
  • Passenger is advised about baggage above allowable limit where excess is not permissible under regulatory requirements, and is requested to take appropriate action to reduce baggage weight to within allowable limit in accordance with workplace procedures
  • Baggage details are recorded on aircraft baggage list and entered into computer system in accordance with workplace procedures for type of check-in process being used
  • Baggage is labelled in accordance with workplace procedures using either manually or printer-produced tags in accordance with system being used, including overweight, oversize or fragile labels as required
  • Passenger loyalty program baggage labels are applied as required
  • Passenger baggage is placed on baggage belt or cart in preparation for aircraft loading
  • Passenger baggage check-in record is attached to ticket or boarding pass sleeve
  • Baggage is handled at all times in accordance with work health and safety (WHS) regulations and workplace procedures
       
Element: Issue boarding pass
  • On finalisation of check-in procedures, a manual or electronic boarding pass is issued and presented to passenger in accordance with workplace procedures
  • Passenger attention is drawn to relevant details on boarding pass, including flight code, boarding gate and required boarding time
       
Element: Passenger is asked for name and flight details
       
Element: Photographic identification is requested from passenger and identity is confirmed
       
Element: Passenger is advised of prohibited items not to be carried onto aircraft or carried in baggage in accordance with regulatory requirements
       
Element: Check in passenger using manual process
  • Passenger name is identified and confirmed on passenger list for nominated flight in accordance with manual check-in procedures
       
Element: Passenger seating preference on aircraft is sought and allocated where possible
       
Element: Passenger check in is recorded on passenger list and a suitable and available aircraft seat is allocated in accordance with flight requirements, seating plan, zoning weight and balance restrictions, and workplace procedures
       
Element: Passenger is advised of changes in flight arrangements, including delays, cancellations and gate changes
       
Element: Check in passenger using computerised process
  • Passenger name and indicated flight are entered into the system in accordance with computerised procedures and relevant workplace procedures
       
Element: Passenger flight booking is confirmed on the system
       
Element: Appropriate action is initiated to resolve the problem of a passenger name not being found in flight bookings in accordance with workplace procedures
       
Element: Passenger aircraft seating preference is sought or confirmed from loyalty program preference profile
       
Element: Passenger check-in is confirmed on flight management systems, and suitable and available aircraft seating is allocated in accordance with workplace procedures
  • Passenger is requested to present baggage for check in
       
Element: All weighing equipment is checked for serviceability and weighing scales are calibrated in accordance with workplace procedures
       
Element: Cabin baggage items are checked to ensure they fall within allowable passenger baggage requirements, and passenger is courteously advised to check in non-compliant cabin baggage items with other items in aircraft hold
       
Element: Passenger checked-in baggage is weighed on scales in accordance with workplace procedures and compared to passenger class of travel allowable limits
       
Element: Passenger is advised and arrangements made for excess baggage payment for baggage above allowable limit but permissible under excess baggage rules, in accordance with workplace procedures
       
Element: Passenger is advised about baggage above allowable limit where excess is not permissible under regulatory requirements, and is requested to take appropriate action to reduce baggage weight to within allowable limit in accordance with workplace procedures
       
Element: Baggage details are recorded on aircraft baggage list and entered into computer system in accordance with workplace procedures for type of check-in process being used
       
Element: Baggage is labelled in accordance with workplace procedures using either manually or printer-produced tags in accordance with system being used, including overweight, oversize or fragile labels as required
       
Element: Passenger loyalty program baggage labels are applied as required
       
Element: Passenger baggage is placed on baggage belt or cart in preparation for aircraft loading
       
Element: Passenger baggage check-in record is attached to ticket or boarding pass sleeve
       
Element: Baggage is handled at all times in accordance with work health and safety (WHS) regulations and workplace procedures
       
Element: Respond to problems during check in
  • Problems arising during check in are promptly identified and clarified in accordance with workplace procedures
       
Element: Hazards are identified, risks are assessed and hazard management implemented
       
Element: Options to resolve identified problems are explored in consultation with passenger and other staff in accordance with workplace procedures and relevant regulatory requirements
       
Element: Passenger check-in problems not immediately resolved are referred to appropriate supervisor or other relevant staff for action in accordance with workplace procedures
  • On finalisation of check-in procedures, a manual or electronic boarding pass is issued and presented to passenger in accordance with workplace procedures
       
Element: Passenger attention is drawn to relevant details on boarding pass, including flight code, boarding gate and required boarding time
       
Element: Direct passenger to security gate
  • Passenger is directed to security gate in accordance with workplace procedures
       
Element: Passengers subscribing to a loyalty scheme and/or airline club are advised of location of appropriate lounge and facilities in accordance with workplace procedures
       

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
Passenger is greeted in accordance with workplace customer service procedures 
Passenger is asked for name and flight details 
Photographic identification is requested from passenger and identity is confirmed 
Passenger is advised of prohibited items not to be carried onto aircraft or carried in baggage in accordance with regulatory requirements 
Passenger is requested to present baggage for check in 
All weighing equipment is checked for serviceability and weighing scales are calibrated in accordance with workplace procedures 
Cabin baggage items are checked to ensure they fall within allowable passenger baggage requirements, and passenger is courteously advised to check in non-compliant cabin baggage items with other items in aircraft hold 
Passenger checked-in baggage is weighed on scales in accordance with workplace procedures and compared to passenger class of travel allowable limits 
Passenger is advised and arrangements made for excess baggage payment for baggage above allowable limit but permissible under excess baggage rules, in accordance with workplace procedures 
Passenger is advised about baggage above allowable limit where excess is not permissible under regulatory requirements, and is requested to take appropriate action to reduce baggage weight to within allowable limit in accordance with workplace procedures 
Baggage details are recorded on aircraft baggage list and entered into computer system in accordance with workplace procedures for type of check-in process being used 
Baggage is labelled in accordance with workplace procedures using either manually or printer-produced tags in accordance with system being used, including overweight, oversize or fragile labels as required 
Passenger loyalty program baggage labels are applied as required 
Passenger baggage is placed on baggage belt or cart in preparation for aircraft loading 
Passenger baggage check-in record is attached to ticket or boarding pass sleeve 
Baggage is handled at all times in accordance with work health and safety (WHS) regulations and workplace procedures 
On finalisation of check-in procedures, a manual or electronic boarding pass is issued and presented to passenger in accordance with workplace procedures 
Passenger attention is drawn to relevant details on boarding pass, including flight code, boarding gate and required boarding time 
 
 
 
Passenger name is identified and confirmed on passenger list for nominated flight in accordance with manual check-in procedures 
 
 
 
Passenger name and indicated flight are entered into the system in accordance with computerised procedures and relevant workplace procedures 
 
 
 
Passenger is requested to present baggage for check in 
 
 
 
 
 
 
 
 
 
 
 
Problems arising during check in are promptly identified and clarified in accordance with workplace procedures 
 
 
On finalisation of check-in procedures, a manual or electronic boarding pass is issued and presented to passenger in accordance with workplace procedures 
 
Passenger is directed to security gate in accordance with workplace procedures 
 

Forms

Assessment Cover Sheet

AVII0009 - Check in aircraft passengers
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

AVII0009 - Check in aircraft passengers

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: