Unit of competency Outline
Date retreived
22/07/2026 11:11 PM AWST
22/07/2026 11:11 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.
Complete aircraft despatch duties
Complete aircraft despatch duties
Unit of competency
National Code
AVIL3002B
AVIL3002B
State Code
WB798
WB798
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 complete despatch duties for a commercial aircraft flight, including providing appropriate assistance to passengers with special needs, boarding passengers, resolving boarding problems, communicating with cabin/customer service manager and command pilot/captain, processing all required paperwork and despatching the aircraft in accordance with workplace procedures and regulatory requirements. Licensing, legislative, regulatory or certification requirements are applicable to this unit.
Notes
Elements and Performance Criteria
1Provide assistance to passengers with special needs
- 1.1 Special needs passengers are identified and their boarding passes checked and processed in accordance with workplace procedures
- 1.2 Special needs passengers are assisted to board the aircraft in accordance with workplace procedures and relevant regulatory requirements
2Board passengers
- 2.1 Upon the boarding announcement, passengers are greeted at the gate and their boarding passes either checked manually, or fed into the automated reader
- 2.2 If using manual processes, the passenger's details are added to the passenger list and loading sheet and their boarding pass processed and returned in accordance with workplace procedures
- 2.3 If using computerised processes, the passenger's boarding pass is returned, upon confirmation
- 2.4 In the event of a problem with the boarding pass, appropriate action is taken in consultation with the passenger to resolve the problem
- 2.5 If a problem with a boarding pass cannot be readily resolved, the passenger is referred to appropriate customer service staff
- 2.6 Passengers' cabin baggage is monitored for size and weight and, where necessary, checked with the aid of the cabin baggage size gauge
- 2.7 Where cabin baggage is found to be oversize/overweight, the passenger is courteously advised that it must be carried in the hold and arrangements are made to have it appropriately tagged and transferred to the baggage handling section
- 2.8 Passengers are directed to the aircraft via the aerobridge/aircraft stairs dependent on type of aircraft and airport facility
3Communicate with cabin/customer service manager and command pilot/captain
- 3.1 Appropriate communications are maintained with the cabin/customer service manager on the aircraft to facilitate smooth and timely boarding of passengers
- 3.2 Printouts or manually-completed passenger list, manifest, load sheet and special meals list are provided to the cabin/customer service manager on the aircraft in accordance with workplace procedures
- 3.3 Once the provisional load sheet has been signed by the command pilot/captain, a copy is retained in accordance with workplace procedures
4Despatch aircraft
- 4.1 Upon closing of aircraft door, authority is given to retract the aerobridge/stairs, where applicable
- 4.2 Copies of passenger list and load sheet are processed/filed in accordance with workplace procedures and regulatory 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.
Aircraft despatch operations may be completed:
on any aircraft type in commercial service
for domestic and international flights
for short and/or long haul services
in any allowable operating and weather conditions
in accordance with enterprise and operational requirements
Performance may be demonstrated:
in an approved simulated aircraft despatch situation
during the despatch of a passenger-carrying aircraft
Problems during the despatch of an aircraft may include:
failed-to-board passengers
seating problem such as non-notified seat changes or an accidental double booking
crew rest seat no longer available
need to wait for passengers from a connecting flight
passengers who have lost their boarding pass
passengers with oversize/overweight cabin baggage
malfunctioning aircraft
cancellation of flight
security alert
Special needs passengers may include:
children travelling alone or under supervision
pregnant women
nursing mothers
the elderly
persons with a physical and/or intellectual disability
prisoners being transported under escort
non-English speaking passengers
Equipment/resources required to assist passengers with various types of special need may include:
wheelchairs
transport carts
personal elevators
ramps
special restraints
bassinets and other relevant baby equipment
appropriate medical equipment
translators or text information in appropriate languages
identification tags (where relevant)
Persons consulted during the dispatch of an aircraft may include:
passengers
customer service manager on the aircraft
command pilot/captain
other cabin crew and flight crew members
ground support staff
baggage handling staff
aircraft resourcing staff
supervisors and managers
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 the completion of aircraft despatch duties
workplace procedures and instructions and job specification
passenger list/manifest and aircraft load sheet
special meals list
emergency procedures
flight passenger schedules
manufacturers instructions for equipment used during aircraft dispatch operations
induction and training materials
conditions of service, legislation and industrial agreements including workplace agreements and awards
Applicable regulations and legislation may include:
sections of Civil Aviation Safety Regulations and Civil Aviation Orders pertaining to the despatch of aircraft
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.
Aircraft despatch operations may be completed:
on any aircraft type in commercial service
for domestic and international flights
for short and/or long haul services
in any allowable operating and weather conditions
in accordance with enterprise and operational requirements
Performance may be demonstrated:
in an approved simulated aircraft despatch situation
during the despatch of a passenger-carrying aircraft
Problems during the despatch of an aircraft may include:
failed-to-board passengers
seating problem such as non-notified seat changes or an accidental double booking
crew rest seat no longer available
need to wait for passengers from a connecting flight
passengers who have lost their boarding pass
passengers with oversize/overweight cabin baggage
malfunctioning aircraft
cancellation of flight
security alert
Special needs passengers may include:
children travelling alone or under supervision
pregnant women
nursing mothers
the elderly
persons with a physical and/or intellectual disability
prisoners being transported under escort
non-English speaking passengers
Equipment/resources required to assist passengers with various types of special need may include:
wheelchairs
transport carts
personal elevators
ramps
special restraints
bassinets and other relevant baby equipment
appropriate medical equipment
translators or text information in appropriate languages
identification tags (where relevant)
Persons consulted during the dispatch of an aircraft may include:
passengers
customer service manager on the aircraft
command pilot/captain
other cabin crew and flight crew members
ground support staff
baggage handling staff
aircraft resourcing staff
supervisors and managers
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 the completion of aircraft despatch duties
workplace procedures and instructions and job specification
passenger list/manifest and aircraft load sheet
special meals list
emergency procedures
flight passenger schedules
manufacturers instructions for equipment used during aircraft dispatch operations
induction and training materials
conditions of service, legislation and industrial agreements including workplace agreements and awards
Applicable regulations and legislation may include:
sections of Civil Aviation Safety Regulations and Civil Aviation Orders pertaining to the despatch of aircraft
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 |
|---|---|---|---|
| AWP48 | AVIL3002 | Complete aircraft dispatch duties | Unit of competency |
| State Code | National Code | Title | Type |
|---|---|---|---|
| S628 | AVI30408 | Certificate III in Aviation (Ground Operations and Service) | Qualification |