Ticket Counter Observation

  • Sizer Boxes. # of sizers present in check-in area:

  • Policy Compliance. Look for proper carry-on policy enforcement

  • Size: Are roller bags sized in box?

  • Number: Are agents observing passengers carry only 1 + 1?

  • Weight: Are large bags or unusual items weighed?

  • Communication. Listen to agent conversations

  • Are agents using proper announcement to inform passengers of policy?

  • Are agents using proper language to address passenger concerns?

Gate Departure Observation

  • Delay Minutes

  • Sizer Boxes. # of sizers present in gate area:

  • Pre-Boarding. Look for agents scanning/addressing issues prior to boarding

  • Oversized items?

  • Too many items?

  • Collect appropriate fees?

  • Announcements. Did agent make carry-on announcements prior to boarding?

  • Scanning. Did agent scan items while boarding?

  • Number checked?

  • Fee collected?

  • Volume Control. If flight is over 75%, did agent implement volume procedure?

  • Announcement(s) to solicit passengers to check 20 bags

  • Collect and process bags

  • Number Checked

  • Planeside Handling Items. Allowed passenger to remove medications, keys, valuable items?

  • Tagged baggage?

  • Flight crew advised of number of items moved to cargo bins?

  • Load Sheet. Does load sheet reflect movement of checked carry-on? Load sheet is not in SYI.

  • Loading. Were checked items loaded in belly?

  • Fee Collection. Are agents collecting applicable fees for checked baggage?


  • Observed station practices are acceptable

  • Corrective action is necessary


  • Corrective action was reviewed with:

  • Date

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