BHD Guest Services Audit (CKIN/GATE) | Version 1, Rev. 0, Dec 20

Upon entering the check-in area, is an adequate queueing system in place using airline-branded tensor barriers?

Is the airline logo available on both the FID's and backdrops?

Is there airline-branded baggage gauges available within close proximity to the check-in desks?

Is the 'Restricted and Prohibited Articles' signage available at each desk?

Is check-in opened in compliance with the SLA?

Is the guest waiting time in compliance with the SLA (no more than 5% queuing, 95% of the time)?

Are the check-in agents friendly and courteous towards guests?

When checking in hold baggage - has the agent drawn the guests' attention to the 'Restricted and Prohibited Articles' signage?

Is the check-in agent checking Passports/ID's?

Has the agent assessed cabin baggage in line with the EI-Regional dimensions?

If cabin baggage is found to be non-compliant with both EI/EI-R dimensions, does the agent take payment for the appropriate charge?

After the check-in transaction has been completed, does the agent direct the guest towards the security/departures area?

Is the Airline Logo, Flight Number and Destination available on FID's within the departures lounge?

Is there airline-branded baggage gauges available within the gate area?

Is the 'Restricted and Prohibited Articles' signage available at the gate?

Does the boarding and overwing agents arrive at the gate on time?

Have the applicable PA's been made? (Social Distancing, 1-10, Further Call, Final Calls)?

Are the PA's clear, and as per the script?

On first wave departues, are guests called from the lounge no later that -25STD (or earlier if cabin released)?

On turnarounds, are the guests called from the lounge upon arrival of the inbound aircraft?

Does the boarding agent assess cabin baggage in line with EI-Regional dimensions?

Are the boarding agents friendly and courteous towards guests during boarding?

Is the boarding agent checking Passports/ID's and ensuring the match the boarding card as well as the guest?

Is the gate closed in compliance with the SLA (-10STD/ETD)?

In the event of a delay, are FID's updated with the updated ETD?

Are PA's made regularly (updating on ETD/DL reason)?

Is there a suitable presence at both check-in and boarding to answer guest queries?

If applicable, are LRV's issued in a timely manner?

Are passenger rights notices available?