Unit of competency Outline
Date retreived
23/07/2026 5:40 AM AWST
23/07/2026 5:40 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.
Check in aircraft passengers
Check in aircraft passengers
Unit of competency
National Code
AVII2007B
AVII2007B
State Code
WB784
WB784
TGA Status
Replaced
Replaced
DTWD Status
Replaced
Replaced
State Implementation and Classification
Approved Date
20/09/2011
Field of Education
110101 - Hospitality
Original Release Date
20/09/2011
Nominal Hours
20
Description
This unit involves the skills and knowledge required to check in passengers for a commercial aircraft flight, 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 passenger
- 1.1 Passenger is greeted in accordance with workplace customer service procedures
- 1.2 Passenger is asked for their name and details of their flight
- 1.3 Photographic identification is requested from the passenger and their identity is confirmed
2Check in passenger using manual process
- 2.1 When manual procedures are being followed, passenger's name is identified and confirmed on the passenger list for the nominated flight
- 2.2 Where possible, passenger's seating preference on the aircraft is sought
- 2.3 Passenger's check-in is recorded on the passenger list and a suitable and available aircraft seat is allocated
- 2.4 Passenger is advised of any changes in flight arrangements including delays, cancellations and gate changes
3Check in passenger using computerised process
- 3.1 When computerised procedures are being followed, passenger's name and indicated flight are entered into the system using relevant workplace procedures
- 3.2 Passenger's booking for the flight is confirmed on the system
- 3.3 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
- 3.4 Where relevant, passenger's seating preference on the aircraft is sought or if in a loyalty program confirmed from their preference profile
- 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
4Check in baggage
- 4.1 Where applicable, passenger is requested to present her/his baggage for check-in
- 4.2 Items of cabin baggage are checked to ensure that they fall within number, size and weight requirements, and if not, the passenger is courteously advised that relevant items must be checked in together with any other items for carriage in the aircraft's hold
- 4.3 Passenger's checked-in baggage is weighed on the scales in accordance with workplace procedures
- 4.4 Baggage weight is compared to allowable limits for the passenger's class of travel
- 4.5 If baggage is above the allowable limit but still permissible under excess baggage rules, passenger is advised and arrangements are made for excess baggage payment in accordance with workplace procedures
- 4.6 If baggage is above the allowable limit and the excess is not permissible under regulatory requirements, passenger is advised in accordance with workplace procedures and requested to take appropriate action to reduce baggage weight to within the allowable limit
- 4.7 Baggage details are recorded on the aircraft's baggage list and entered into the computer system dependent on the workplace procedures for the type of check-in process being used
- 4.8 Baggage is labelled in accordance with workplace procedures using either manually or printer-produced tags dependent on the system being used, including overweight, oversize or fragile labels where applicable
- 4.9 Where loyalty services apply, baggage is tagged with the appropriate label
- 4.10 Passenger's baggage is placed on the baggage belt or cart, as applicable
- 4.11 Passenger's baggage check-in record is attached to their ticket or boarding pass sleeve
- 4.12 Baggage is handled at all times in accordance with OH&S regulations and workplace procedures
5Respond to problems during check-in
- 5.1 A problem arising during check-in 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 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 an appropriate supervisor or other relevant staff for action in accordance with workplace procedures
6Issue boarding pass
- 6.1 On finalisation of check-in procedures, a manual or computer-produced boarding pass is issued and presented to the 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 passenger to security gate
- 7.1 Passenger is directed to the security gate 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.
Check-in services may be provided:
by day or night
at international, domestic and regional airports
at a boarding gate, baggage check-in, service desk or valet service check-in
for both short and/or long haul services
in any category of service, including economy, business class, first class
in accordance with enterprise 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 check-in may include:
late check-in
excess baggage
overweight or oversize cabin baggage
possession or prohibited items on person or in cabin or checked-in baggage
no record of the passenger's claimed booking
delayed or cancelled flight
Persons consulted may include:
passengers
other crew members
ground staff
catering staff
aircraft resourcing 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 check-in 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.
Check-in services may be provided:
by day or night
at international, domestic and regional airports
at a boarding gate, baggage check-in, service desk or valet service check-in
for both short and/or long haul services
in any category of service, including economy, business class, first class
in accordance with enterprise 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 check-in may include:
late check-in
excess baggage
overweight or oversize cabin baggage
possession or prohibited items on person or in cabin or checked-in baggage
no record of the passenger's claimed booking
delayed or cancelled flight
Persons consulted may include:
passengers
other crew members
ground staff
catering staff
aircraft resourcing 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 check-in 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
Replaces
| State Code | National Code | Title | Type |
|---|---|---|---|
| S6753 | AVI2I708B | Check in aircraft passengers | Unit of competency |
Replaced By
| State Code | National Code | Title | Type |
|---|---|---|---|
| AWP63 | AVII2007 | Check in aircraft passengers | Unit of competency |
| State Code | National Code | Title | Type |
|---|---|---|---|
| S626 | AVI20408 | Certificate II in Aviation (Ground Operations and Service) | Qualification |