Unit of competency Outline
Date retreived
22/07/2026 10:45 PM AWST
22/07/2026 10:45 PM 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 customer service on an aircraft
Provide customer service on an aircraft
Unit of competency
National Code
AVII2001B
AVII2001B
State Code
WB780
WB780
TGA Status
Replaced
Replaced
DTWD Status
Replaced
Replaced
State Implementation and Classification
Approved Date
13/12/2012
Field of Education
080501 - Sales
Original Release Date
13/12/2012
Nominal Hours
30
Description
This unit involves the skills and knowledge required to provide high quality customer service to passengers on a commercial aircraft, including providing appropriate assistance to passengers in conjunction with other members of cabin service team prior to departure, during flight and on arrival at a destination. It also includes advising passengers on cabin features and amenities, using cabin facilities and amenities, providing support to other crew members, and carrying out required administrative procedures. Licensing, legislative, regulatory or certification requirements are applicable to this unit.
Notes
Elements and Performance Criteria
1Provide customer service prior to departure
- 1.1 Passengers are met and welcomed on boarding the aircraft in accordance with regulatory requirements and workplace procedures
- 1.2 Boarding passes are checked to confirm correct flight and seating, and passengers are directed to their seat locations in accordance with regulatory requirements and workplace procedures
- 1.3 Carry-on baggage is monitored to ensure that it does not exceed allowable limits, and if limits are exceeded appropriate action is taken to remove it to hold stowage
- 1.4 Passengers are assisted to stow cabin baggage and personal items in accordance with regulatory requirements
- 1.5 Action is taken to ensure passengers are promptly seated with their seat belts correctly fastened in accordance with regulatory requirements
- 1.6 Passengers with special needs are appropriately assisted
- 1.7 Passengers sitting over the wings and passengers with special needs are given individual briefings in accordance with regulatory requirements and workplace procedures
- 1.8 Appropriate responses are made to passengers' queries and requests
- 1.9 Passenger pre-departure cabin service items are offered as appropriate
- 1.10 Customer service is suspended during take-off of the aircraft
2Advise on and use cabin features and amenities
- 2.1 Passengers are advised on the relevant features and amenities available including those available for passengers with special needs
- 2.2 Cabin equipment and amenities are used in accordance with regulatory requirements and workplace procedures
- 2.3 Cabin equipment and amenities are correctly stowed after use in accordance with regulatory requirements and workplace procedures
3Provide customer service during flight
- 3.1 Toilets and facilities are periodically checked and serviced to ensure that they meet workplace standards and are adequately stocked with relevant resources
- 3.2 Passengers' safety, security and comfort needs are anticipated and appropriate action is taken and responses made
- 3.3 Aircraft cabin is patrolled to confirm passengers' safety and comfort needs are being adequately satisfied in accordance with regulatory requirements and workplace procedures
4Provide customer service on arrival
- 4.1 Passengers are assisted in accessing baggage and personal items
- 4.2 Advice is provided on local time and weather conditions where applicable
- 4.3 Appropriate information is provided about terminal facilities and transport options
- 4.4 Passengers with special needs are assisted as appropriate in accordance with workplace procedures and regulatory requirements
- 4.5 Passengers are farewelled courteously in accordance with workplace procedures
- 4.6 Passengers are guided to the appropriate exit
5Provide support to other members of the aircraft crew
- 5.1 Appropriate assistance is provided to other team members of the cabin crew in accordance with workplace procedures
- 5.2 Other members of the crew are advised of any variations to workplace procedures
- 5.3 Meals and refreshments are served to the flight crew in accordance with workplace procedures and flight schedule
6Carry out administrative procedures
- 6.1 Workplace administrative procedures are identified and interpreted
- 6.2 Administrative procedures are implemented in accordance with workplace and regulatory requirements
- 6.3 All required aircraft documentation/data capture is completed in accordance with workplace requirements
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.
Customer service may be provided:
on any passenger-carrying aircraft type in commercial service
during short and/or long haul services
in any category of service, including economy, business and first class
in any allowable operating and weather conditions
in accordance with regulatory and operational requirements
Performance may be demonstrated:
on an approved cabin service simulator
in a suitably simulated work environment
on a passenger-carrying aircraft
Aircraft features and amenities may include:
toilets
cabin crew alert buttons
wheelchairs and equipment for aiding disabled passengers
seat controls and adjustments
equipment for use with babies
audio-visual equipment
overhead lockers
telephone
movie screens
in-flight entertainment resources such as in-seat videos
Terminal facilities may include:
baggage carousel locations
transit lounges
airline clubs/lounges
food outlets and restaurants
ATMs, banks and money/travellers' cheques exchange services
duty free shopping
customs services
Transport options may include:
buses
trains
taxis
hire cars
shuttle buses
rental vehicle services
Persons consulted may include:
passengers
other cabin crew and flight 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 be referred to as:
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 and other regulations relevant to cabin service and safety operations
airline procedures and instructions and job specification
OH&S regulations and procedures
cabin service checklists and procedures
cabin equipment operational manuals
emergency procedures
flight passenger schedules
information on terminal facilities and transport options at designated airports
induction and training materials
conditions of service, legislation and industrial agreements including workplace agreements and awards
Applicable regulations and legislation may include:
relevant requirements, standards and recommended practices of the International Civil Aviation Organization (ICAO)
relevant Australian Civil Aviation Safety Regulations and Civil Aviation Orders
Civil Aviation Act
relevant OH&S legislation
environmental protection legislation
relevant food handling and hygiene 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.
Customer service may be provided:
on any passenger-carrying aircraft type in commercial service
during short and/or long haul services
in any category of service, including economy, business and first class
in any allowable operating and weather conditions
in accordance with regulatory and operational requirements
Performance may be demonstrated:
on an approved cabin service simulator
in a suitably simulated work environment
on a passenger-carrying aircraft
Aircraft features and amenities may include:
toilets
cabin crew alert buttons
wheelchairs and equipment for aiding disabled passengers
seat controls and adjustments
equipment for use with babies
audio-visual equipment
overhead lockers
telephone
movie screens
in-flight entertainment resources such as in-seat videos
Terminal facilities may include:
baggage carousel locations
transit lounges
airline clubs/lounges
food outlets and restaurants
ATMs, banks and money/travellers' cheques exchange services
duty free shopping
customs services
Transport options may include:
buses
trains
taxis
hire cars
shuttle buses
rental vehicle services
Persons consulted may include:
passengers
other cabin crew and flight 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 be referred to as:
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 and other regulations relevant to cabin service and safety operations
airline procedures and instructions and job specification
OH&S regulations and procedures
cabin service checklists and procedures
cabin equipment operational manuals
emergency procedures
flight passenger schedules
information on terminal facilities and transport options at designated airports
induction and training materials
conditions of service, legislation and industrial agreements including workplace agreements and awards
Applicable regulations and legislation may include:
relevant requirements, standards and recommended practices of the International Civil Aviation Organization (ICAO)
relevant Australian Civil Aviation Safety Regulations and Civil Aviation Orders
Civil Aviation Act
relevant OH&S legislation
environmental protection legislation
relevant food handling and hygiene 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 |
|---|---|---|---|
| S6748 | AVI2I108B | Provide customer service on an aircraft | Unit of competency |
Replaced By
| State Code | National Code | Title | Type |
|---|---|---|---|
| AWP67 | AVII2001 | Provide customer service on an aircraft | Unit of competency |
| State Code | National Code | Title | Type |
|---|---|---|---|
| S625 | AVI20208 | Certificate II in Aviation (Flight Operations) | Qualification |