Title Page
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Station Code:
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Airport Name
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Date of Audit:
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Document No.
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Auditor(s):
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General Comments
Pre-Audit & Opening Meeting
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Contracted Handling Agent(s):
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Attendees at the opening meeting: (Name/Position/Company)
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Was this station previously audited
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Please provide date?
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Please provide audit reference?
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Please provide score %?
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Non-Compliance raised were:
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Observations raised were:
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Is there anything currently effecting the station which may have an impact on the outcome of the audit which is being carried out today?
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Please explain?
Check-In
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1. 1. Check In positions conformed to Sunwing signage / branding standard?
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Take pictures
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1.2. Check-in is opened on time?
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1.3. A minimum of 4 desks were assigned (where space permits)?
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1.4. Elite Plus passengers are provided with a priority lane at check in
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Take a photo
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1.5. A process is in place to ensure briefings are conducted prior to check-in opening?
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1.6. A lead or supervisor is present to oversee the flight?
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1.7. Carry on baggage is observed to be sized and tagged after ensuring the pax has paid for CBBG?
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1.8. Personal items are tagged and don't exceed the personal item size?
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1.9. Checked baggage items are weighed and correct baggage weight is added to the DCS system ? (where scales are available)
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1.10. Elite Plus bags are tagged with blue Elite Plus priority tags?
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1.11. The current Baggage Limitations Chart is displayed on all counters?
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Take a picture of the old signs
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1.12. The current Baggage Charge Notice is displayed on the counters?
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1.13. Agents are actively seen checking passport/visa validity?
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1.14. A Pax Info Manifest was available and/or printed for agents at the counters?
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1.15. A copy of the current QRG (Quick Reference Guide) is available and/or printed for the agents at the counter?
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1.16. Agents have an awareness of the ancillary charges and are applying them correctly?
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1.17. Check-In scales are calibrated? (where applicable)
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Take a picture of the permits
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1.18. Agents were observed to be wearing Sunwing uniform items, or full Handling Agent uniform. (No other airline branded items permitted)
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1.19. Agents are familiar with Sunwing product and procedures when questioned? (3 questions asked)
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List the questions failed
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1.20. Airport FIDS displayed the current Sunwing branding and flight details?
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1.21. A copy of the Sunwing Tariff was available? (easily accessible if requested)
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1.22. Were current APPR brochure available at the counters ?
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1.23. Agents added correct weight and printed bag tags for online check-in and/or activated baggage printed at kiosk
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1.24. Agents ensured no inactive bags were in the systems before closing the flight
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1.25. Agents closed flight as per SOP?
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1.26. When special assistance is requested at the counters is the wait time within 10-15 minutes?
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Why not?
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1.27. Are staff periodically (every 30 mins) checking on passengers who have requested assistance?
Departure Gate
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Flight Numbers/Route/Date
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2.1. An agent was present at the gate 1 hour prior to departure?
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2.2. Gate positions conformed to Sunwing signage / branding standards, including baggage sizer and APPR tent cards?
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Take a picture
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2.3. Agents briefed the crew about flight details?
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2.4. Gate agents were ready to board by -35 minutes to STD/-25 on Quick Turns (or earlier on crew request)?
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2.5. Child seating announcement was made?
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2.6. Welcome announcements were made concerning meal service, carry-on baggage, and passport preparation?
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2.7. Was boarding sequence followed?
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2.8. Elite Plus passengers were offered priority boarding?
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2.9. All announcements were observed to be clear, professional and following the script?
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2.10. Passports and visas are checked and inspected at boarding?
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2.11. The correct number of GenDecs/Manifest and special lists were provided to the crew in a timely manner?
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2.12. The flight was secured as per the DCS system without direct delay or issues?
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Provide reason why not
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2.13. Agents actively did announcements for any missing passengers? (if required)
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2.14. Agents at -10 started offloading procedures for missing passengers?
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2.15. Gate agents remained at the gate until the aircraft pushed back and taxied on its own power?
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2.16. Gate agents actively ensured that all carry-on bags and personal items were tagged and passengers adhered to the 1+1 carry-on limitation?
Load Information Documentation
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Flight Number/Routing/Date
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3.1. The current version of the LIF was used?
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3.2. The LIF was completed with the correct flight details (Date/Flight/Route/Tail/Gate)?
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3.3. The LIF was completed with the correct passenger load and breakdown as per the DCS system?
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3.4. The LIF showed the correct actual average baggage weight?
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3.5. The LIF was completed with the correct actual average bag weight applied to calculate the baggage weight per hold?
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3.6. The LIF was signed by the accountable and trained agent completing the LIF?
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3.7. The LIF was cross checked and signed by a second gate agent ? Please observed if this is done.
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3.8. The LIF was signed by the Ramp Lead, confirming the load distribution.
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3.9. The LIF was completed with the time delivered to the Flight Deck?
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3.10. The Ops/Gate Agent checked that a Pilot signature was applied to the LIF
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3.11. The Ramp Lead used a Sunwing Pre-Load Plan Instruction Form
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3.12. The Pre-Load Instruction Form matched the LIF Load Distribution
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3.13. The Pre-Load Instruction Form was signed by the Ramp Lead and Ops/ Gate agent
Ramp
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Flight Number/Date/Routing
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4.1. All bags are being scanned both in the bag room and while loading
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4.2. For arrivals, all bags are being scanned both when offloading and when delivered
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4.3. A FOD check process is in place and is performed prior to arrival?
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4.4. Equipment is parked in designated areas prior to aircraft arrival?
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4.5. A marsheller is used for the aircraft arrival?
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4.6. Two wing walkers are used for the aircraft arrival (unless aerodrome or local civil authority does not mandate it due to the use of VGDS)
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4.7. Wing walkers use lit wands (during night operations/reduced visibility)?
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4.8. Ramp teams apply the correct "break set signal" on arrival?
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4.9. Ramp agents wait for the anti collision lights to be turned off before approaching the aircraft danger zones?
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4.10. Safety cones and chocks were in place as per Sunwing procedures?
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4.11. A walk around inspection was completed on arrival prior to attaching servicing equipment?
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4.12. JetBridge / servicing equipment approach to the aircraft was applied correctly?
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4.13. The Sunwing procedure for door opening was applied?
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4.14. Ramp teams unloaded the rear hold first?
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4.15. Elite Plus bags were offloaded and sent to the baggage hall first?
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4.16. Gate checked bags were delivered to passengers on the bridge / air stairs?
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Explain why
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4.17. Potable water services were completed? (required in Canada/on request in destination)
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4.18. Lavatories were serviced?
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Explain why?
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4.19. A Cabin Appearance Form was presented to the CSM, signed and copy retained by ground agent?
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4.20. Grooming was completed to standard and signed off "Satisfactory" by the CSM.
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Take a picture of Cabin Appearance Form
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4.21. The forward hold was loaded first?
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4.22. Standard Sunwing loading distribution was followed? (Unless instructed otherwise by the crew).
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4.23. Elite Plus bags were loaded last, in Hold 3, by the door?
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4.24. Cargo Nets were secured once loading was complete?
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4.25. The number of bags loaded matches the count number on the BRS scanner or bingo sheet accepted at check-in?
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4.26. Servicing equipment was removed from the aircraft and parked outside the footprint of the aircraft for departure?
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4.27. A walk around was completed prior to pushback?
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4.28. Wing walkers were used during the pushback of the aircraft?
Arrivals
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Flight/Date/Routing (Inbound)
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5.1. Two arrival agents are present at the gate at least 15 minutes prior to the estimated arrival of the aircraft?
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5.2. Passengers who request special assistance on arrival are assisted within 10-15 minutes?
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undefined
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5.3. One agent greeted and guided passengers to arrivals hall and remained there until all passengers and baggage was cleared?
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5.4. Station aware of Sunwing procedure to store and log Lost and Found Items?
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5.5. A system was in place to measure baggage delivery times?
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5.6. Arrivals agents were competent in the completion of PIR's/World Tracer/aware of the tracing process?
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5.7. The current version of the PIR and QR code were available?
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5.8. Mishandled Baggage and the updated APPR brochures are available?
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5.9. Contact information for Scootaround is readily available? (Canadian stations)
Flight Messages & Post Departure Reports
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6.1. All arrival information are observed to be entered correctly in E-ops as per procedure?
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6.2. Are flights being closed as per procedures? For manual stations is APIS information being sent?
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6.3. All departure information are observed to be entered correctly in E-ops as per procedure?
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6.4. LDM messages are observed to be sent correctly as per procedure
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6.5. The station is aware of the process to submit Denial and DACR Reports?
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6.6. The station is aware of the Passenger Delay Disposition Reports process?
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6.7. Passenger Manifests are printed and stored securely for a 90 day period.
Administration
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7.1. The Sunwing Operational Website (Zendesk) and E-ops are accessible at Station by agents?
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7.2. The Handling Agent is able to access and edit their Station Profile within E-ops?
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7.3. The Handling Agent is able to access the current Passenger & Aircraft Handling Manual (PAHM)?
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7.4. The Handling Agent is able to access the DGOM and is aware of the Sunwing Airlines Passenger and Crew Exemption Chart?
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7.5. The Handling Agent is able to access the Emergency Response Manual?
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7.6. Ground Operations Bulletins, Memos, Alerts (GOB/GOM/GOAs) are kept in an accessible area for agents to read in all areas (Pax/Ramp/Ops)?
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7.7. The Handing Agent has contacts for Sunwing OCC/DCC and APIS desk readily available?
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7.8. Dangerous Goods Training records were available and current (valid within 2 years) ?
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7.9. Sunwing Product Training Records were available and current?
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7.10. Potable Water Certificates are available and current? (Within 6 months).
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7.11. Flight files contained the mandatory documentation?
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7.12. The Handling Agent understands the process to order station supplies?
Closure Meeting & Findings
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Attendees at the closing meeting: (Name/Position/Company)
