Check-in Compliance Checklist

• Site conducted

  Select
• Location:
  Address

• Audit No:

• Date:

  Date

• Auditor:

• Agent(s)

• Check-in Desk Number:

• Flight Number:

• Destination:

• Good

  Fair

  Poor

  N/A

Airline Being Audited

• Airline:

  Select

• Is the signage/branding compliant and in good condition as per CSM?

  Yes

  No

  N/A

• Are all available Bag Drop desks open during agreed times? (to be agreed locally)

  Yes

  No

  N/A

• Are easyJet uniform standards adhered to as per PSM?

  Yes

  No

  N/A

• Is each customer greeted with a smile as per ?

  Yes

  No

  N/A

• Is the hold and cabin baggage policy adhered to?

  Yes

  No

  N/A

• Are Dangerous Goods/Pack Safely signs clearly visible at all Recovery Points?

  Yes

  No

  N/A

• Are Dangerous Goods/Pack safely signs referred to for all customers?

  Yes

  No

  N/A

• Are heavy tags used on all bags over 20kg?

  Yes

  No

  N/A

• Are staff upselling, charging excess?

  Yes

  No

  N/A

• Is the quick pay function used?

  Yes

  No

  N/A

• Is the area maintained in a tidy and professional condition with all necessary equipment working?

  Yes

  No

  N/A

• Is there a Customer Host present when there are 2 or more flights open and are they proactive in their duties?

  Yes

  No

  N/A

• Are all Ground Crew friendly, professional and welcoming?

  Yes

  No

  N/A

• Are the Ground Crew managing exceptions in a timely manner?

  Yes

  No

  N/A

• Are ID's, passports and visas checked? (*UK airports AAA standards)

  Yes

  No

  N/A

• Are visa checks escalated?

  Yes

  No

  N/A

• Is all operational stationery under supervision as per GHM? If the desk closes are all items removed, shutter closed, desk locked?

  Yes

  No

  N/A

• Comments:

Check-in Hall

• Is there clear guidance/signage directing passengers to the check in area/desks? (please provide photos)

  Yes

  No

  N/A

• Do airport information screens clearly display correct airline logo and flight information? (please provide photos)

  Yes

  No

  N/A

• Is the airline ticket desk clearly accessible and appropriately branded with airline logo? (please provide photos)

  Yes

  No

  N/A

Check-in area/desk

• Is the check-in area tidy and presentable in appearance?

  Yes

  No

  N/A

• Do check-in desk FIDS screens display the correct airline logo? (please provide photos)

  Yes

  No

  N/A

• Are there airline/airport tensa barriers in place to provide an adequate queuing system?

  Yes

  No

  N/A

• Are airline hand baggage gauges visible and in presentable condition? (please provide photos)

  Yes

  No

  N/A

• Are check-in desks open no later than 2hrs and 30mins prior to departure?

  Yes

  No

  N/A

• Do passengers queue for no longer than SLA target of 15 minutes at check-in?

  Yes

  No

  N/A

• Upon approaching the desk, are staff neat and tidy in appearance?

  Yes

  No

  N/A

• Do staff greet passengers with a smile and establish eye contact?

  Yes

  No

  N/A

• Do staff use passengers name during the check-in transaction?

  Yes

  No

  N/A

• Do staff present good knowledge of airline product?

  Yes

  No

  N/A

• Do staff use the baggage gauge to assess the suitability of hand baggage?

  Yes

  No

  N/A

• Do staff advise the passenger of their boarding information (gate, screens, etc.)?

  Yes

  No

  N/A

• Do staff direct the passenger towards departure lounge / security area?

  Yes

  No

  N/A

• Do staff offer a "thank you" and "farewell" to the passenger once the transaction is complete?

  Yes

  No

  N/A

• Is the Flight Delayed ?

  Yes

  No

Delayed Departure

• Is there a suitable supervisory presence to assist?

  Yes

  No

  N/A

• In the event of a delayed departure, do staff pass that information to the passengers and if requested provide a hard copy of passenger legal rights?

  Yes

  No

  N/A

• Have the below LRV's been offered as appropriate?<br><br>2-4 hours: €5.00/£3.00 and the option to rebook for free.<br>4-6 hours (0500-1000): €6.50/£5.00. If exceeds 5 hours has full refund been offered?<br>4-6 hours (from 1000): €8.00/£7.00. If exceeds 5 hours has full refund been offered?<br>6+ hours (0500-1000): €11.50/£8.00 and refund/rebook<br>6+ hours (from 1000): €13.00/£10.00 and refund/rebook

  Yes

  No

  N/A

• Is Shares set signed out?

  Yes

  No

  N/A

• Is desk tidy, cupboards locked, bin emptied, belt-roller off and key removed?

  Yes

  No

  N/A

• BPP & BTP emptied from the previous evening and restocked?

  Yes

  No

  N/A

• In desk signage in place?

  Yes

  No

  N/A

• Are passenger information leaflets available and on display?

  Yes

  No

  N/A

• Are staff wearing the correct uniform items?

  Yes

  No

  N/A

• Did check-in commence on-time?

  Yes

  No

  N/A

• Are staff using their own Airline system sign-in?

  Yes

  No

  N/A

• Are passenger asked about Dangerous Goods or Lithium Batteries in their hold baggage?

  Yes

  No

  N/A

• Is outsized cabin baggage identified and tagged?

  Yes

  No

  N/A

• Did check-in close within the time specified by the Airline?

  Yes

  No

  N/A

• Was flight called to the gate within the Airline regulations?

  Yes

  No

  N/A

• Comments:

• Is an audit feedback meeting required?

  Yes

  No

Findings and Observations

Finding

• Finding or Observation Description

• Severity of Finding

  Catastrophic

  Serious

  Moderate

  Minor

  Negligible

• Corrective Action Taken

• Corrective Action Assigned To

• Corrective Action Due By

  Date

Acknowledgements

• Signature of Auditee

  Sign

• Signature of Auditer

  Sign