Check-in

  • 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?

Boarding

  • 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)?

Disruption Handling

  • 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?

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