Unit of competency Outline
Date retreived
22/07/2026 5:41 AM AWST
22/07/2026 5:41 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.
Manage a check-in queue
Manage a check-in queue
Unit of competency
National Code
AVIL2001B
AVIL2001B
State Code
WB797
WB797
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
20
Description
This unit involves the skills and knowledge required to manage a check-in queue, including organising the queue, combing the queue for passengers requiring urgent service, identifying and moving passengers to the front of the queue whose flights are about to start boarding, providing information to passengers in the queue and responding to queries from queue members. Licensing, legislative, regulatory or certification requirements are applicable to this unit.
Notes
Elements and Performance Criteria
1Organise queue
- 1.1 Queue is organised using appropriate signage, barriers and other resources in accordance with workplace procedures
- 1.2 Any breaches of queue protocol are identified and appropriate action is taken to courteously advise the passengers concerned of the correct procedures to be followed
- 1.3 Progress of the queue is monitored and appropriate action is taken to adjust servicing resources and/or reorganise queue in situations where the queue becomes excessively long/short or requires reorganisation due to late boarding passengers
2Comb queue for passengers requiring urgent or express service
- 2.1 Queue is combed at appropriate times to identify passengers who have priority need for rapid check-in in accordance with workplace procedures
- 2.2 Passengers identified as having priority needs for check-in are moved to the head of the queue
- 2.3 Passengers without baggage are directed to proceed to express check-in or the gate customer service desk
- 2.4 Appropriate explanations are provided to other passengers in the queue of the reasons for the priority service
3Provide information/special assistance to passengers in queue
- 3.1 Passengers are provided with relevant information on queuing arrangements and boarding progress using public address systems and other communication systems in accordance with workplace procedures
- 3.2 Where appropriate, information is provided to individual passengers on matters relevant to their check-in
- 3.3 Passengers are given appropriate information on delays and cancelled or re-organised flight progress using public address systems and other communication systems in accordance with workplace procedures
- 3.4 Passengers that require special assistance, such as the elderly, families with infants or people with disabilities, are identified
4Respond to queries from queue members
- 4.1 Queries from passengers in a queue are courteously received and interpreted in accordance with workplace customer service standards
- 4.2 Appropriate responses are given to passenger enquiries in accordance with workplace procedures
- 4.3 Where a response cannot be immediately provided, the query is referred to an appropriate supervisor or other staff for appropriate action
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.
Queue management may be conducted:
at international, domestic and regional airports
for both short and/or long haul services
in any category of service, including economy, business class, first class and airline club
in accordance with enterprise and operational requirements
Performance may be demonstrated:
in an appropriately simulated workplace situation
at an operational airport
Queuing resources may include:
signs
fixed barriers
portable barriers
queuing carpets
public address systems
two-way radios and mobile phones
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 check-in operations
airline procedures and instructions and job specifications
emergency procedures
flight passenger schedules
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
equal opportunity and anti-discrimination legislation
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.
Queue management may be conducted:
at international, domestic and regional airports
for both short and/or long haul services
in any category of service, including economy, business class, first class and airline club
in accordance with enterprise and operational requirements
Performance may be demonstrated:
in an appropriately simulated workplace situation
at an operational airport
Queuing resources may include:
signs
fixed barriers
portable barriers
queuing carpets
public address systems
two-way radios and mobile phones
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 check-in operations
airline procedures and instructions and job specifications
emergency procedures
flight passenger schedules
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
equal opportunity and anti-discrimination legislation
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 |
|---|---|---|---|
| AWP51 | AVIL2001 | Manage a check-in queue | Unit of competency |
| State Code | National Code | Title | Type |
|---|---|---|---|
| S626 | AVI20408 | Certificate II in Aviation (Ground Operations and Service) | Qualification |