Greet passenger

1. Passenger is greeted in accordance with workplace customer service procedures
2. Passenger is asked for name and flight details
3. Photographic identification is requested from passenger and identity is confirmed
4. Passenger is advised of prohibited items not to be carried onto aircraft or carried in baggage in accordance with regulatory requirements

Completed
Date:

Completed
Date:

Completed
Date:

Completed
Date:

Check in baggage

1. Passenger is requested to present baggage for check in
2. All weighing equipment is checked for serviceability and weighing scales are calibrated in accordance with workplace procedures
3. 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
4. Passenger checked-in baggage is weighed on scales in accordance with workplace procedures and compared to passenger class of travel allowable limits
5. 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
6. 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
7. 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
8. 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
9. Passenger loyalty program baggage labels are applied as required
10. Passenger baggage is placed on baggage belt or cart in preparation for aircraft loading
11. Passenger baggage check-in record is attached to ticket or boarding pass sleeve
12. Baggage is handled at all times in accordance with work health and safety (WHS) regulations and workplace procedures

Completed
Date:

Completed
Date:

Completed
Date:

Completed
Date:

Completed
Date:

Completed
Date:

Completed
Date:

Completed
Date:

Completed
Date:

Completed
Date:

Completed
Date:

Completed
Date:

Issue boarding pass

1. On finalisation of check-in procedures, a manual or electronic boarding pass is issued and presented to passenger in accordance with workplace procedures
2. Passenger attention is drawn to relevant details on boarding pass, including flight code, boarding gate and required boarding time

Completed
Date:

Completed
Date:

Passenger is asked for name and flight details

Completed
Date:

Photographic identification is requested from passenger and identity is confirmed

Completed
Date:

Passenger is advised of prohibited items not to be carried onto aircraft or carried in baggage in accordance with regulatory requirements

Completed
Date:

Check in passenger using manual process

1. Passenger name is identified and confirmed on passenger list for nominated flight in accordance with manual check-in procedures

Completed
Date:

Passenger seating preference on aircraft is sought and allocated where possible

Completed
Date:

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

Completed
Date:

Passenger is advised of changes in flight arrangements, including delays, cancellations and gate changes

Completed
Date:

Check in passenger using computerised process

1. Passenger name and indicated flight are entered into the system in accordance with computerised procedures and relevant workplace procedures

Completed
Date:

Passenger flight booking is confirmed on the system

Completed
Date:

Appropriate action is initiated to resolve the problem of a passenger name not being found in flight bookings in accordance with workplace procedures

Completed
Date:

Passenger aircraft seating preference is sought or confirmed from loyalty program preference profile

Completed
Date:

Passenger check-in is confirmed on flight management systems, and suitable and available aircraft seating is allocated in accordance with workplace procedures

1. Passenger is requested to present baggage for check in

Completed
Date:

All weighing equipment is checked for serviceability and weighing scales are calibrated in accordance with workplace procedures

Completed
Date:

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

Completed
Date:

Passenger checked-in baggage is weighed on scales in accordance with workplace procedures and compared to passenger class of travel allowable limits

Completed
Date:

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

Completed
Date:

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

Completed
Date:

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

Completed
Date:

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

Completed
Date:

Passenger loyalty program baggage labels are applied as required

Completed
Date:

Passenger baggage is placed on baggage belt or cart in preparation for aircraft loading

Completed
Date:

Passenger baggage check-in record is attached to ticket or boarding pass sleeve

Completed
Date:

Baggage is handled at all times in accordance with work health and safety (WHS) regulations and workplace procedures

Completed
Date:

Respond to problems during check in

1. Problems arising during check in are promptly identified and clarified in accordance with workplace procedures

Completed
Date:

Hazards are identified, risks are assessed and hazard management implemented

Completed
Date:

Options to resolve identified problems are explored in consultation with passenger and other staff in accordance with workplace procedures and relevant regulatory requirements

Completed
Date:

Passenger check-in problems not immediately resolved are referred to appropriate supervisor or other relevant staff for action in accordance with workplace procedures

1. On finalisation of check-in procedures, a manual or electronic boarding pass is issued and presented to passenger in accordance with workplace procedures

Completed
Date:

Passenger attention is drawn to relevant details on boarding pass, including flight code, boarding gate and required boarding time

Completed
Date:

Direct passenger to security gate

1. Passenger is directed to security gate in accordance with workplace procedures

Completed
Date:

Passengers subscribing to a loyalty scheme and/or airline club are advised of location of appropriate lounge and facilities in accordance with workplace procedures

Completed
Date: