Unit of competency Outline
Date retreived
22/07/2026 11:44 AM AWST
22/07/2026 11:44 AM AWST
Whilst all efforts are made to provide accurate and timely information from the relevant source/documentation, please be aware that the information supplied may not be the most current version. The accuracy of the detail has not been confirmed by the Department and therefore should not be relied upon without first confirming the contents.
Provide assistance to transit and arriving passengers
Provide assistance to transit and arriving passengers
Unit of competency
National Code
AVII2008B
AVII2008B
State Code
WB785
WB785
TGA Status
Replaced
Replaced
DTWD Status
Replaced
Replaced
State Implementation and Classification
Approved Date
13/12/2012
Field of Education
110101 - Hospitality
Original Release Date
13/12/2012
Nominal Hours
30
Description
This unit involves the skills and knowledge required to provide assistance to transit and arriving passengers, including greeting passengers, checking in passengers using either manual or computerised processes and checking in both cabin and hold baggage. It also includes the skills and knowledge required to respond to problems during check-in, process check-in records, issue boarding passes and direct passengers to the security gate. Licensing, legislative, regulatory or certification requirements are applicable to this unit.
Notes
Elements and Performance Criteria
1Greet transit passenger
- 1.1 Transit passenger is greeted in accordance with workplace customer service procedures
- 1.2 Transit passenger is asked for their boarding pass and/or their name and details of their flight and destination and directed to the relevant terminal/check-in area
- 1.3 Transit passenger's queries concerning their flight and transit arrangements are answered accurately, courteously and in accordance with workplace customer service standards and procedures
2Greet arriving passenger
- 2.1 Arriving passenger is greeted in accordance with workplace customer service procedures
- 2.2 Arriving passenger is directed to the baggage carousel area and/or terminal exit and transport services
- 2.3 Arriving passenger with international connections is directed to the relevant terminal/check-in area
- 2.4 Arriving passenger's queries and concerned are answered courteously in accordance with workplace customer service standards and procedures
3Check in passenger for next leg using manual process
- 3.1 When manual procedures are being followed, passenger's name is identified and confirmed on the passenger list for the nominated flight
- 3.2 Should the passenger's name not be found in bookings for the flight, appropriate action is taken in discussion with the passenger to resolve the problem in accordance with workplace procedures
- 3.3 Passenger is advised of any changes in flight arrangements including delays, cancellations and gate changes
- 3.4 Where possible, passenger's seating preference on the aircraft is sought
- 3.5 Passenger is advised of prohibited items that are not allowed to be carried onto an aircraft or carried in baggage in accordance with workplace procedures and regulatory requirements
- 3.6 Passenger's check-in is confirmed on the system and a suitable and available aircraft seat is allocated using appropriate workplace procedures and regulatory requirements
4Check in transit passenger for next leg using computerised process
- 4.1 When computerised procedures are being followed, passenger's name and indicated flight are entered into the system using relevant workplace procedures
- 4.2 Passenger's booking for the next leg of the flight is confirmed on the system and the passenger is advised of any changes in fight arrangements
- 4.3 Should the passenger's name not be found in bookings for the flight, appropriate action is taken in discussion with the passenger to resolve the problem in accordance with workplace procedures
- 4.4 Where relevant, passenger's seating preference on the aircraft is sought or if in a loyalty program confirmed from their preference profile
- 4.5 Passenger is advised of prohibited items that are not allowed to be carried onto an aircraft or carried in baggage in accordance with workplace procedures and regulatory requirements
- 4.6 Passenger's check-in is confirmed on the system and a suitable and available aircraft seat is allocated using appropriate workplace procedures
5Respond to a passenger's problems
- 5.1 A problem arising for an arriving or transit passenger is promptly identified and clarified in accordance with workplace procedures
- 5.2 Options for the resolution of the identified problem are explored in consultation with the passenger and appropriate other staff in accordance with workplace procedures and any relevant regulatory requirements
- 5.3 Where a problem cannot be immediately resolved, the problem is referred to appropriate supervisor or other relevant staff for appropriate action in accordance with workplace procedures
6Issue boarding pass for next leg of flight
- 6.1 On finalisation of check-in procedures, a manual or computer-produced boarding pass is issued and presented to the transit passenger in accordance with workplace procedures
- 6.2 Passenger's attention is drawn to relevant details on the boarding pass including the flight code, the boarding gate and the required boarding time
7Direct transit passenger to transit lounge
- 7.1 Passenger is directed to the transit lounge and facilities in accordance with workplace procedures
- 7.2 Where applicable, passengers subscribing to a loyalty scheme and/or airline club are advised of the location of the club lounge and the facilities available in accordance with workplace procedures
RANGE STATEMENT
The range statement relates to the unit of competency as a whole. It allows for different work environments and situations that may affect performance.
Assistance to transit and arriving passengers may be provided:
by day or night
at international, domestic and regional airports
at an arrival gate, transit lounge or service desk
for both short and/or long haul services
in any category of service, including economy, business class, first class
in accordance with regulatory and operational requirements
Performance may be demonstrated:
in an appropriately simulated workplace situation
at an operational airport
Check-in procedures may include:
manual check-in processes
computerised check-in processes
Problems during passenger arrival/ transit check-in may include:
lack of understanding of terminal layout
possession or prohibited items on person or in cabin or checked-in baggage
late arrival of incoming flight
no record of the passenger's booking for next leg of flight
delayed or cancelled flight
Persons consulted may include:
passengers
other cabin crew and flight crew members
ground staff, including those in supervisory positions
catering staff
ground support staff
technical staff
Dependent on the type of organisation concerned and the local terminology used, workplace procedures may include:
company procedures
enterprise procedures
organisational procedures
established procedures
standard operating procedures
Information/documents may include:
sections of Civil Aviation Safety Regulations and Civil Aviation Orders relevant to passenger check-in processes
airline transit service checklists, procedures and instructions and job specifications including both manual and computerised processes where applicable
workplace customer service standards, policies and procedures
lists of items prohibited for carriage on aircraft
check-in equipment operational manuals
emergency procedures
flight passenger schedules
information on terminal facilities, club lounges and departure gates
induction and training materials
conditions of service, legislation and industrial agreements including workplace agreements and awards
Applicable regulations and legislation may include:
relevant Civil Aviation Safety Regulations and Civil Aviation Orders
relevant OH&S legislation
environmental protection legislation
equal opportunity and anti-discrimination legislation
relevant customs and quarantine regulations
relevant Australian Standards
industrial relations and workplace compensation legislation
The range statement relates to the unit of competency as a whole. It allows for different work environments and situations that may affect performance.
Assistance to transit and arriving passengers may be provided:
by day or night
at international, domestic and regional airports
at an arrival gate, transit lounge or service desk
for both short and/or long haul services
in any category of service, including economy, business class, first class
in accordance with regulatory and operational requirements
Performance may be demonstrated:
in an appropriately simulated workplace situation
at an operational airport
Check-in procedures may include:
manual check-in processes
computerised check-in processes
Problems during passenger arrival/ transit check-in may include:
lack of understanding of terminal layout
possession or prohibited items on person or in cabin or checked-in baggage
late arrival of incoming flight
no record of the passenger's booking for next leg of flight
delayed or cancelled flight
Persons consulted may include:
passengers
other cabin crew and flight crew members
ground staff, including those in supervisory positions
catering staff
ground support staff
technical staff
Dependent on the type of organisation concerned and the local terminology used, workplace procedures may include:
company procedures
enterprise procedures
organisational procedures
established procedures
standard operating procedures
Information/documents may include:
sections of Civil Aviation Safety Regulations and Civil Aviation Orders relevant to passenger check-in processes
airline transit service checklists, procedures and instructions and job specifications including both manual and computerised processes where applicable
workplace customer service standards, policies and procedures
lists of items prohibited for carriage on aircraft
check-in equipment operational manuals
emergency procedures
flight passenger schedules
information on terminal facilities, club lounges and departure gates
induction and training materials
conditions of service, legislation and industrial agreements including workplace agreements and awards
Applicable regulations and legislation may include:
relevant Civil Aviation Safety Regulations and Civil Aviation Orders
relevant OH&S legislation
environmental protection legislation
equal opportunity and anti-discrimination legislation
relevant customs and quarantine regulations
relevant Australian Standards
industrial relations and workplace compensation legislation
EVIDENCE GUIDE
The Evidence Guide provides advice on assessment and must be read in conjunction with the performance criteria, required knowledge and skills, the range statement and the assessment guidelines for this Training Package.
Critical aspects for assessment and evidence required to demonstrate competency in this unit
The evidence required to demonstrate competency in this unit must be relevant to and satisfy all of the requirements of the elements and performance criteria of this unit and include demonstration of applying:
the underpinning knowledge and skills
relevant legislation and workplace procedures
other relevant aspects of the range statement
Context of and specific resources for assessment
Performance is demonstrated consistently over a period of time and in a suitable range of contexts
Resources for assessment include:
a range of relevant exercises, case studies and/or other simulated practical and knowledge assessment, and/or
access to an appropriate range of relevant operational situations in the workplace
In both real and simulated environments, access is required to:
relevant and appropriate materials and equipment, and
applicable documentation including workplace procedures, regulations, codes of practice and operation manuals
Method of assessment
Assessment of this unit must be undertaken by a registered training organisation
As a minimum, assessment of knowledge must be conducted through appropriate written/oral tests
Practical assessment must occur:
through activities in an appropriately simulated environment at the registered training organisation, and/or
in an appropriate range of situations in the workplace
The Evidence Guide provides advice on assessment and must be read in conjunction with the performance criteria, required knowledge and skills, the range statement and the assessment guidelines for this Training Package.
Critical aspects for assessment and evidence required to demonstrate competency in this unit
The evidence required to demonstrate competency in this unit must be relevant to and satisfy all of the requirements of the elements and performance criteria of this unit and include demonstration of applying:
the underpinning knowledge and skills
relevant legislation and workplace procedures
other relevant aspects of the range statement
Context of and specific resources for assessment
Performance is demonstrated consistently over a period of time and in a suitable range of contexts
Resources for assessment include:
a range of relevant exercises, case studies and/or other simulated practical and knowledge assessment, and/or
access to an appropriate range of relevant operational situations in the workplace
In both real and simulated environments, access is required to:
relevant and appropriate materials and equipment, and
applicable documentation including workplace procedures, regulations, codes of practice and operation manuals
Method of assessment
Assessment of this unit must be undertaken by a registered training organisation
As a minimum, assessment of knowledge must be conducted through appropriate written/oral tests
Practical assessment must occur:
through activities in an appropriately simulated environment at the registered training organisation, and/or
in an appropriate range of situations in the workplace
Replaced By
| State Code | National Code | Title | Type |
|---|---|---|---|
| AWP62 | AVII2008 | Provide assistance to transit and arriving passengers | Unit of competency |
| State Code | National Code | Title | Type |
|---|---|---|---|
| S625 | AVI20208 | Certificate II in Aviation (Flight Operations) | Qualification |
| S626 | AVI20408 | Certificate II in Aviation (Ground Operations and Service) | Qualification |