check in

  • Check in is opened at time agreed in SLA

  • Number of desks as agreed in SLA is respected

  • Scales are on zero when no bag in place

  • Stationary is protected and not accesible to non authorized persons

  • DGR signs are present and visible at check in

  • Flight information is displayed on the screens

  • Staff appearance

  • Eye contact

  • Attitude towards customer

  • Old tags are removed

  • Heavy tags are used

  • Greeting Passenger

  • Handbaggage check is done consistenly

  • Stationary which is not used but printed is made unusable

  • Pax document check

  • Show boarding gate, seat number and give boarding pass with both hands

  • Wishing pax a nice flight

boarding

  • Gate is opened at time agreed in SLA

  • Number of agents present is as agreed in SLA

  • Flight information is displayed on the screens

  • DGR signs are present and visible

  • Stationary is protected and not accesible to non authorized people

  • Staff appearance

  • Good attitude towards customer

  • Preborading is done (PRM, infants...)

  • Eye contact

  • Greeting passenger

  • Wishing pax a nice flight

  • Handbaggage check is done consistenly

  • if bags removed at gate, DG questioning is performed

  • Pax document check

  • When flight is delayed, passengers are informed regulary about delay

  • The procedure for reconciliation in case of missing pax at gate is respected

  • Stationary which is not used but printed is made unusable

Boarding operation on foot and by bus

  • Are passengers boarding through a safe route

  • All agents wear PMP (hearing and hiviz)

  • pax are supervised at all times

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