NTISthis.com

Evidence Guide: AVII0010 - Provide assistance to transit and arriving passengers

Student: __________________________________________________

Signature: _________________________________________________

Tips for gathering evidence to demonstrate your skills

The important thing to remember when gathering evidence is that the more evidence the better - that is, the more evidence you gather to demonstrate your skills, the more confident an assessor can be that you have learned the skills not just at one point in time, but are continuing to apply and develop those skills (as opposed to just learning for the test!). Furthermore, one piece of evidence that you collect will not usualy demonstrate all the required criteria for a unit of competency, whereas multiple overlapping pieces of evidence will usually do the trick!

From the Wiki University

 

AVII0010 - Provide assistance to transit and arriving passengers

What evidence can you provide to prove your understanding of each of the following citeria?

Greet transit passenger

  1. Transit passenger is greeted in accordance with workplace customer service procedures
Transit passenger is greeted in accordance with workplace customer service procedures

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

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

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Transit passenger queries concerning flight and transit arrangements are answered accurately, courteously and in accordance with workplace customer service standards and procedures

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Greet arriving passenger

  1. Arriving passenger is greeted in accordance with workplace customer service procedures
Arriving passenger is greeted in accordance with workplace customer service procedures

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Arriving passenger is directed to baggage carousel area and/or terminal exit and transport services

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Arriving passenger with international connections is directed to relevant terminal/check-in area

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Arriving passenger queries and concerns are answered courteously in accordance with workplace customer service standards and procedures

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Check in passenger for next leg using manual process

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

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

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:

Teacher:		 Evidence:

 

 

 

 

 

 

 

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

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

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

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

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

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

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

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Check in transit passenger for next leg using computerised process

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

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Passenger booking for the next leg of the flight is confirmed on the system and passenger is advised of any changes in flight arrangements

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

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

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

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

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Respond to passenger problems

  1. Problems arising for an arriving or transit passenger are promptly identified and clarified in accordance with workplace procedures
Problems arising for an arriving or transit passenger are promptly identified and clarified in accordance with workplace procedures

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Hazards are identified, risks are assessed and hazard management implemented

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Options for resolving identified problems are explored in consultation with passenger and appropriate staff in accordance with workplace procedures and relevant regulatory requirements

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

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

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Issue boarding pass for next leg of flight

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

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

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

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Direct transit passenger to transit lounge

  1. Passenger is directed to transit lounge and facilities in accordance with workplace procedures
Passenger is directed to transit lounge and facilities in accordance with workplace procedures

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

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:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Assessed

Teacher: ___________________________________ Date: _________

Signature: ________________________________________________

Comments:

 

 

 

 

 

 

 

 

Instructions to Assessors

Required Skills and Knowledge
Range Statement

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