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

AVII0010 Mapping and Delivery Guide
Provide assistance to transit and arriving passengers

Version 1.0
Issue Date: May 2024


Qualification -
Unit of Competency AVII0010 - Provide assistance to transit and arriving passengers
Description
Employability Skills
Learning Outcomes and Application This unit involves the skills and knowledge required to provide assistance to transit and arriving passengers in compliance with relevant regulatory requirements of the Civil Aviation Safety Authority (CASA) and national operating standards.It includes greeting transit and arriving passengers, checking in passengers using manual and computerised processes, responding to passenger problems, issuing boarding pass for next leg of flight, and directing transit passengers to transit lounges.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 transit passenger
  • Transit passenger is greeted in accordance with workplace customer service procedures
       
Element: 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
       
Element: Transit passenger queries concerning flight and transit arrangements are answered accurately, courteously and in accordance with workplace customer service standards and procedures
       
Element: Greet arriving passenger
  • Arriving passenger is greeted in accordance with workplace customer service procedures
       
Element: Arriving passenger is directed to baggage carousel area and/or terminal exit and transport services
       
Element: Arriving passenger with international connections is directed to relevant terminal/check-in area
       
Element: Arriving passenger queries and concerns are answered courteously in accordance with workplace customer service standards and procedures
       
Element: 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
       
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 is advised of changes in flight arrangements, including delays, cancellations and gate changes
       
Element: Passenger seating preference on aircraft is sought or confirmed from loyalty program preference profile
       
Element: Passenger is advised of prohibited items not to be carried onto aircraft or carried in baggage in accordance with regulatory requirements
       
Element: Passenger check-in is confirmed on flight management systems, and suitable and available aircraft seating is allocated using appropriate workplace procedures
       
Element: 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
       
Element: Passenger booking for the next leg of the flight is confirmed on the system and passenger is advised of any changes in flight arrangements
       
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
       
Element: Respond to passenger problems
  • Problems arising for an arriving or transit passenger are promptly identified and clarified in accordance with workplace procedures
       
Element: Hazards are identified, risks are assessed and hazard management implemented
       
Element: Options for resolving identified problems are explored in consultation with passenger and appropriate 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
       
Element: Issue boarding pass for next leg of flight
  • 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 transit passenger to transit lounge
  • Passenger is directed to transit lounge and facilities 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
Transit passenger is greeted in accordance with workplace customer service procedures 
 
 
Arriving passenger is greeted in accordance with workplace customer service procedures 
 
 
 
Passenger name is identified and confirmed on passenger list for nominated flight in accordance with manual procedures 
 
 
 
 
 
Passenger name and indicated flight are entered into the system in accordance with computerised procedures and relevant workplace procedures 
 
 
 
Problems arising for an arriving or transit passenger 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 transit lounge and facilities in accordance with workplace procedures 
 

Forms

Assessment Cover Sheet

AVII0010 - Provide assistance to transit and arriving 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

AVII0010 - Provide assistance to transit and arriving 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: