Title Page
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Document No.
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Audit Title
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Client / Site
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Conducted on
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Prepared by
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Location
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Personnel
1. Public flight information display & check-In. According to specific airlines requirements.
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1.1. Correct STD.
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1.2. Correct check-In information.
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1.3. Correct delay information.
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1.4. Opened on time per contract.
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1.5. Correct number and classes of check-In desks available per contract.
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1.6. All desks correctly signed for airline and flight.
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1.7. All desks displaying DGR notices.
2. Check-In process.
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2.1. Ticket/booking reference checked.
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2.2. Passport/visa checked
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2.3. Security questions asked passengers.
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2.4. DGR questions asked
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2.5. Seat selection. When applicable.
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2.6. Though check-In completed
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2.7. Boarding card issued. Gate and time at gate informed
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2.8. Queing time per agreement.
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2.9. Desks and flight closed per agreement.
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2.10. Special needs information passed on to load control/dispatch
3. Product knowledge
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3.1. Specific customer requirements/displays and agreement.
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3.2. Check-In agents know STD/ETD
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3.3. Check-In agent knows delay reasons. If applicable.
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3.4. Check-In agent aware of selling additional services.
4. Baggage control at check-in
Cabin baggage
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4.1. See and check all pieces.
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4.2. Check Weight.
Baggage control
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4.3. Baggage weighed
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4.4. Heavy tags. When applicable.
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4.5. Bags tagged correctly
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4.6. Priority tags. When applicable.
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4.7. All other tags. When applicable.
5. Gate process
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5.1. Preboarding anouncement.
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5.2. Priority boarding announcement/procedures
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5.3. Boarding announcement
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5.4. Final call
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5.5. Last passenger call by name
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5.6. Boarding in sequenses.
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5.7. Helpfullness at gate
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5.8. Delay boarding announcement.
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5.9. Gate correctly signed.
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5.10. Gate closing per aggrement
6. Professional appearance.
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6.1. Uniform according to corporate requirements.
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6.2. Answer questions as helpfull as possible.
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6.3. Polite, helpfull and professional appearance.
