Title Page
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Site conducted
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Location:
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Audit No:
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Date:
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Auditor:
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Agent(s)
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Check-in Desk Number:
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Flight Number:
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Destination:
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Airline Being Audited
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Airline:
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Is the signage/branding compliant and in good condition as per CSM?
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Are all available Bag Drop desks open during agreed times? (to be agreed locally)
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Are easyJet uniform standards adhered to as per PSM?
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Is each customer greeted with a smile as per ?
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Is the hold and cabin baggage policy adhered to?
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Are Dangerous Goods/Pack Safely signs clearly visible at all Recovery Points?
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Are Dangerous Goods/Pack safely signs referred to for all customers?
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Are heavy tags used on all bags over 20kg?
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Are staff upselling, charging excess?
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Is the quick pay function used?
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Is the area maintained in a tidy and professional condition with all necessary equipment working?
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Is there a Customer Host present when there are 2 or more flights open and are they proactive in their duties?
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Are all Ground Crew friendly, professional and welcoming?
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Are the Ground Crew managing exceptions in a timely manner?
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Are ID's, passports and visas checked? (*UK airports AAA standards)
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Are visa checks escalated?
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Is all operational stationery under supervision as per GHM? If the desk closes are all items removed, shutter closed, desk locked?
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Comments:
Check-in Hall
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Is there clear guidance/signage directing passengers to the check in area/desks? (please provide photos)
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Do airport information screens clearly display correct airline logo and flight information? (please provide photos)
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Is the airline ticket desk clearly accessible and appropriately branded with airline logo? (please provide photos)
Check-in area/desk
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Is the check-in area tidy and presentable in appearance?
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Do check-in desk FIDS screens display the correct airline logo? (please provide photos)
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Are there airline/airport tensa barriers in place to provide an adequate queuing system?
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Are airline hand baggage gauges visible and in presentable condition? (please provide photos)
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Are check-in desks open no later than 2hrs and 30mins prior to departure?
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Do passengers queue for no longer than SLA target of 15 minutes at check-in?
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Upon approaching the desk, are staff neat and tidy in appearance?
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Do staff greet passengers with a smile and establish eye contact?
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Do staff use passengers name during the check-in transaction?
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Do staff present good knowledge of airline product?
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Do staff use the baggage gauge to assess the suitability of hand baggage?
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Do staff advise the passenger of their boarding information (gate, screens, etc.)?
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Do staff direct the passenger towards departure lounge / security area?
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Do staff offer a "thank you" and "farewell" to the passenger once the transaction is complete?
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Is the Flight Delayed ?
Delayed Departure
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Is there a suitable supervisory presence to assist?
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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?
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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
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Is Shares set signed out?
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Is desk tidy, cupboards locked, bin emptied, belt-roller off and key removed?
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BPP & BTP emptied from the previous evening and restocked?
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In desk signage in place?
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Are passenger information leaflets available and on display?
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Are staff wearing the correct uniform items?
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Did check-in commence on-time?
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Are staff using their own Airline system sign-in?
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Are passenger asked about Dangerous Goods or Lithium Batteries in their hold baggage?
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Is outsized cabin baggage identified and tagged?
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Did check-in close within the time specified by the Airline?
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Was flight called to the gate within the Airline regulations?
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Comments:
Audit Feedback
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Is an audit feedback meeting required?
Findings and Observations
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Finding
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Finding or Observation Description
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Severity of Finding
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Corrective Action Taken
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Corrective Action Assigned To
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Corrective Action Due By
Acknowledgements
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Signature of Auditee
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Signature of Auditer