Customer Excellence Survey (787-9)

• Aircraft Registration (G-ABCD)

• Audit Type (Pre/Post/Monthly)

• Prepared by

• Select date

  Date

First

• Entry & Cabin

• Entry Mat<br>Intact Edging without wearing or staining

  5

  4

  3

  2

  1

• Slide Bustles:<br>No gross Damage<br>Decals intact

  5

  4

  3

  2

  1

• Doors, Door Surrounds, Door Draft seals and Dados:<br>No Gross Damage

  5

  4

  3

  2

  1

• Threshold Plate<br>Check for Cleanliness

  5

  4

  3

  2

  1

• Crew Seats:<br>No damage or wearing around seat pans & frames<br>No damage to seat covers

  5

  4

  3

  2

  1

• Bumpstrips, Kickstrips and Corner Trims on Cabin Dividers, Closets, Workstations and Crew Rest Modules for Cleanliness Condition and Security.

  5

  4

  3

  2

  1

• Close-Out Sealing Strips on Cabin Dividers, Closets, Stairs Work Stations & Crew-rest modules for Cleanliness, Condition & Security

  5

  4

  3

  2

  1

• Tedlar Surfaces<br>No Scuffing, Scratches & Ripples (Closets, Wardrobes, Magazine Monuments, Lavatories & Cabin Divider)

  5

  4

  3

  2

  1

• Sidewalls<br>No Scratches, Ripples and Fitting:<br>No chips, dents or impact damage<br>No gouge larger than 5mm or bubbling over 5cm2<br>No panels out of place

  5

  4

  3

  2

  1

• Overhead Lockers:<br>No damage to edging, plastic trims or internal walls<br>No large areas of mismatching paint

  5

  4

  3

  2

  1

• PSU Panels:<br>No chips, holes or impact damage

  5

  4

  3

  2

  1

• Ceiling:<br>No chips, holes or impact damage

  5

  4

  3

  2

  1

• Wash & Ceiling Lights:<br>All lighting is uniform white colour, none missing

  5

  4

  3

  2

  1

• Bulkheads and Dividers: <br>No scratches, marks or bubbling

  5

  4

  3

  2

  1

• Windows, Reveals, Scratch Panels and Blinds<br>No scratches longer then 1cm<br>No Yellowing

  5

  4

  3

  2

  1

• Seats

• Seatback Dress Covers and Pillows:<br>No staining, wearing or holing

  5

  4

  3

  2

  1

• Leather armcaps, lower stowage, sideledge, bed surrounds and tech cupboard door.<br>No wearing or chips

  5

  4

  3

  2

  1

• Outer Shell Tedlar Condition (including Bumpstrips)<br>No scuffs, chips or cracking.

  5

  4

  3

  2

  1

• Inner Shell Tedlar and Leather Backshell Condition:<br>Scratches to inner shell Tedlar.<br>Wear to inner shell leather

  5

  4

  3

  2

  1

• Anodised Metal Trim:<br>No areas of peeling paint

  5

  4

  3

  2

  1

• Tray Tables:<br>No de-lamination or worn edges and to include condition of stowage.

  5

  4

  3

  2

  1

• IFE Screen, surrounds and controllers.<br>Clean, intact and no damage

  5

  4

  3

  2

  1

• Divider<br>No scratches or scrapes

  5

  4

  3

  2

  1

• Footstool<br>No visible wear or bobbling

  5

  4

  3

  2

  1

• Suite Lighting<br>Intact and clean. No gross damage

  5

  4

  3

  2

  1

• Ventilation Grills:<br>Check for cleaning condition inside grills.

  5

  4

  3

  2

  1

• Credenza Top<br>No scratching or chipping

  5

  4

  3

  2

  1

• Condition of Stowages<br>Lower stowage, Suitor and Cabinets<br>Check doors shut correctly and check for internal cleanliness

  5

  4

  3

  2

  1

• Suite Carpet and Ramp<br>No fraying/staining/gapping to carpet<br>No cracking to the ramp.

  5

  4

  3

  2

  1

• Galley

• Galley Flooring:<br>No bubbling, wearing or holing

  5

  4

  3

  2

  1

• Lighting<br>No yellowing to lenses

  5

  4

  3

  2

  1

• Galley Stowage Doors (including bumpstrips and kickstrips)

  5

  4

  3

  2

  1

• Worktops and Oven Doors:<br>Ensure work tops are not worn down to metal<br>Ensure oven door paint/tedlar is intact

  5

  4

  3

  2

  1

• Ceilings:<br>No chips, scratching or mis-coloured paint repairs

  5

  4

  3

  2

  1

• Carpets

• Aisle and Cross Aisle carpet Gapping/Fraying

  5

  4

  3

  2

  1

• Aisle and Cross Aisle Carpet Stains/Threadbare Patching/Missing Overlocking

  5

  4

  3

  2

  1

• Capping:<br>No missing or cracked capping

  5

  4

  3

  2

  1

• Curtains

• Left:<br>No holes, broken poppers or staining

  5

  4

  3

  2

  1

• Right:<br>No holes, broken poppers or staining

  5

  4

  3

  2

  1

• Washrooms

• Basin, Counter Top and Splashback for Stains:<br>No staining/cracking in basin<br>

  5

  4

  3

  2

  1

• Tap Paintwork/Limescale:<br>Ensure paintwork is intact and tap is in good condition

  5

  4

  3

  2

  1

• Toilet Seat & Bump Pads<br>No Chipping, Staining or Missing

  5

  4

  3

  2

  1

• Toilet Shroud for Fitting:<br>No Gapping, chipping or loosely fitting panels

  5

  4

  3

  2

  1

• External door including: Push-plate, Decals & Cigarette snubber<br>No scratches, chips or bubbling to tedlar<br>Ensure paint/decals are not worn/chipped

  5

  4

  3

  2

  1

• Internal Door, Walls & Ceiling Tedlar:<br>No scratches, chips or bubbling to tedlar<br>Ensure paint/decals are not worn/chipped

  5

  4

  3

  2

  1

• Cabinetry Stowage and Trims<br>Check for scratches, dents and gross damage.

  5

  4

  3

  2

  1

• Mirrors:<br>No scratches larger than 7.5cm<br>Ensure lower edging is intact

  5

  4

  3

  2

  1

• Waste Bin flaps and Surrounds:<br>Ensure decal/paint is intact

  5

  4

  3

  2

  1

• Floor Pan Edge Trim:<br>No chips, wearing or separation

  5

  4

  3

  2

  1

• Washroom Floor:<br>No scuffing, scratching or wearing

  5

  4

  3

  2

  1

• Lighting<br>No yellowing to lens

  5

  4

  3

  2

  1

Club World

• Entry & Cabin

• Entry Mat<br>Intact edging without wearing or staining

  5

  4

  3

  2

  1

• Threshold Plate<br>Check for cleanliness

  5

  4

  3

  2

  1

• Slide Bustles:<br>No gross Damage

  5

  4

  3

  2

  1

• Doors, Door Surrounds, Door Draft seals and Dados:<br>No Gross Damage

  5

  4

  3

  2

  1

• Crew Seats:<br>No damage or wearing around seat pans & frames

  5

  4

  3

  2

  1

• Bumpstrips, Kickstrips and Corner Trims on Cabin Dividers, Closets, Work Stations & Crew-rest modules for Cleanliness, Condition & Security

  5

  4

  3

  2

  1

• Close-Out Sealing Strips on Cabin Dividers, Closets, Stairs Work Stations & Crew-rest modules for Cleanliness, Condition & Security

  5

  4

  3

  2

  1

• Tedlar Surfaces for Scuffing, Scratches & Ripples (Stair Modules, Closets, Wardrobes, Magazine Monuments, Lavatories, Club Kitchen & Cabin Divider)

  5

  4

  3

  2

  1

• Bulkheads, Dividers and Partitions:<br>Check for loose trims, basinet tables and magazine rack, feature bulkheads lights etc.<br>(Tedlar damage to be recorded under Tedlar)

  5

  4

  3

  2

  1

• Senior Crew Workstation:<br>Condition of screen, chair, desk and stowages.

  5

  4

  3

  2

  1

• Check Sidewalls and floor grills for Scratches, Ripples and Fitting:<br>No chips, dents or impact damage<br>No gouge larger than 5mm or bubbling over 5cm2<br>No panels becoming adrift

  5

  4

  3

  2

  1

• Windows, Reveals, Scratch Panel and Blind:<br>No scratches longer then 1cm<br>No Yellowing

  5

  4

  3

  2

  1

• Overhead Lockers:<br>No damage to edging, plastic trims or internal walls<br>No large areas of mismatching paint

  5

  4

  3

  2

  1

• PSU Panels:<br>No chips, holes or impact damage

  5

  4

  3

  2

  1

• Ceiling:<br>No chips, holes or impact damage

  5

  4

  3

  2

  1

• Wash & Ceiling Lights:<br>All lighting is uniform white colour, none missing

  5

  4

  3

  2

  1

• Seats

• Seatback Dress Covers and Pillows:<br>No staining, wearing or holing

  5

  4

  3

  2

  1

• Arm Caps:<br>No wearing or chips

  5

  4

  3

  2

  1

• Seat Shell Outer Surface (including TTOL Panel)<br>No cracking/chipping or gross damage

  5

  4

  3

  2

  1

• Side Trim<br>No cracking chipping or detachment

  5

  4

  3

  2

  1

• Centre Structure Assembly (Drawer etc)<br>No cracking chipping or gross damage

  5

  4

  3

  2

  1

• IFE Trim (including Screen and Handset)<br>No cracking chipping or gross damage

  5

  4

  3

  2

  1

• Divider<br>No cracking or damage

  5

  4

  3

  2

  1

• Footstool<br>No cracking chipping or wear to footstool cover

  5

  4

  3

  2

  1

• Tray Tables:<br>No de-lamination or worn edges

  5

  4

  3

  2

  1

• Galley

• Galley Flooring:<br>No bubbling, wearing or holing

  5

  4

  3

  2

  1

• Lighting<br>No yellowing to the lens

  5

  4

  3

  2

  1

• Galley Stowage Doors(including Kickstrips and Bumpstrips)<br>No chips dents or bubbling over 5cm2 to Tedlar.

  5

  4

  3

  2

  1

• Worktops and Oven Doors:<br>Ensure work tops are not worn down to metal<br>Ensure oven door paint/tedlar is intact

  5

  4

  3

  2

  1

• Ceilings:<br>No chips, scratching or mis-coloured paint repairs

  5

  4

  3

  2

  1

• Carpets

• Aisle and Cross Aisle carpet Gapping/Fraying<br>No gapping or Fraying

  5

  4

  3

  2

  1

• Aisle and Cross Aisle Carpet Stains/Threadbare Patching/Missing Overlocking

  5

  4

  3

  2

  1

• Pods

  5

  4

  3

  2

  1

• Capping:<br>No missing or cracked capping

  5

  4

  3

  2

  1

• Curtains

• Left:<br>No holes, broken poppers or staining

  5

  4

  3

  2

  1

• Right:<br>No holes, broken poppers or staining

  5

  4

  3

  2

  1

• Washrooms

• Basin, Cabinet top and Splashback:<br>No staining/cracking in sink<br>

  5

  4

  3

  2

  1

• Tap Paintwork/Limescale:<br>Ensure paintwork is intact

  5

  4

  3

  2

  1

• Toilet Seat & Bump Pads<br> No Chipping, Staining or Missing

  5

  4

  3

  2

  1

• Toilet Shroud for Fitting:<br>No Gapping, chipping or loosely fitting panels

  5

  4

  3

  2

  1

• External door including: Push-plate, Decals & Ashtray:<br>No scratches, chips or bubbling to tedlar<br>Ensure paint/decals are not worn/chipped

  5

  4

  3

  2

  1

• Internal Door, Walls & Ceiling Tedlar:<br>No scratches, chips or bubbling to tedlar<br>Ensure paint/decals are not worn/chipped

  5

  4

  3

  2

  1

• Cabinetry Stowage and Trims<br>No chipping/cracking/staining or gross damage

  5

  4

  3

  2

  1

• Mirrors:<br>No scratches larger than 7.5cm<br>Ensure lower edging is intact

  5

  4

  3

  2

  1

• Waste Bin flaps and Surrounds:<br>Ensure decal/paint is intact

  5

  4

  3

  2

  1

• Floor Pan Edge Trim:<br>No chips, wearing or separation

  5

  4

  3

  2

  1

• Washroom Floor:<br>No scuffing, scratching or wearing

  5

  4

  3

  2

  1

• Lighting<br>No yellowing to lenses

  5

  4

  3

  2

  1

World Traveller Plus

• Entry & Cabin

• Bumpstrips, Kickstrips and Corner Trims in Galleys, Lavatories, Cabin Dividers, Closets, Stairs, Work Stations & Crew-rest Modules for Cleanliness, Condition & Security

  5

  4

  3

  2

  1

• Check all Tedlar Surfaces for Scuffing, Scratches & Ripples (Stair Modules, Closets, Wardrobes, Magazine Monuments, Lavatories, Club Kitchen & Cabin Divider)

  5

  4

  3

  2

  1

• Check Sidewalls and Floor Grills for Scratches, Ripples and Fitting:<br>No chips, dents or impact damage<br>No gouge larger than 5mm or bubbling over 5cm2<br>No panels becoming adrift

  5

  4

  3

  2

  1

• Overhead Lockers:<br>No damage to edging, plastic trims or internal walls<br>No large areas of mismatching paint

  5

  4

  3

  2

  1

• PSU Panels:<br>No chips, holes or impact damage

  5

  4

  3

  2

  1

• Ceiling:<br>No chips, holes or impact damage

  5

  4

  3

  2

  1

• Wash & Ceiling Lights:<br>All lighting is uniform white colour, none missing

  5

  4

  3

  2

  1

• Bulkheads and Dividers: <br>No scratches, marks or bubbling

  5

  4

  3

  2

  1

• Windows & Reveals:<br>No scratches longer then 1cm<br>No Yellowing

  5

  4

  3

  2

  1

• Seats

• Seatback Dress Covers and Pillows:<br>No staining, wearing or holing

  5

  4

  3

  2

  1

• Arm Rests (including armcaps)<br>No wearing or chips

  5

  4

  3

  2

  1

• Seat Side Frame: (including screen garage)<br>No paint scuffs, cracking or seperation

  5

  4

  3

  2

  1

• Seat-back Shell:<br>No paint scuffs, cracking or seperation

  5

  4

  3

  2

  1

• IFE Trim (screen, handset and associated trim)<br>No Cracking and secure

  5

  4

  3

  2

  1

• Seat Pockets:<br>Not ripped or hanging

  5

  4

  3

  2

  1

• Footrest:<br>No paint chips or end caps missing

  5

  4

  3

  2

  1

• Tray Tables:<br>No de-lamination or worn edges

  5

  4

  3

  2

  1

• Cocktail Table:<br>No paint missing or cracks

  5

  4

  3

  2

  1

• Carpets

• Aisle and Cross Aisle carpet Gapping/Fraying

  5

  4

  3

  2

  1

• Aisle and Cross Aisle Carpet Stains/Threadbare Patching/Missing Overlocking

  5

  4

  3

  2

  1

• Under Seat <br>No gapping/fraying/staining

  5

  4

  3

  2

  1

• Capping:<br>No missing or cracked capping

  5

  4

  3

  2

  1

• Curtains

• Left:<br>No holes, broken poppers or staining

  5

  4

  3

  2

  1

• Right:<br>No holes, broken poppers or staining

  5

  4

  3

  2

  1

World Traveller

• Entry & Cabin

• Slide Bustles:<br>No gross Damage

  5

  4

  3

  2

  1

• Doors, Door Surrounds, Door Draft seals and Dados:<br>No Gross Damage

  5

  4

  3

  2

  1

• Crew Seats:<br>No damage or wearing around seat pans & frames

  5

  4

  3

  2

  1

• Bumpstrips, Kickstrips and Corner trims on Cabin Dividers, Closets, Stairs, Work Stations & Crew-rest modules for Cleanliness, Condition & Security

  5

  4

  3

  2

  1

• Close-Out Sealing Strips on Cabin Dividers, Closets, Stairs Work Stations & Crew-rest modules for Cleanliness, Condition & Security

  5

  4

  3

  2

  1

• Check all Tedlar Surfaces for Scuffing, Scratches & Ripples (Stair Modules, Closets, Wardrobes, Magazine Monuments, Lavatories, Club Kitchen & Cabin Divider)

  5

  4

  3

  2

  1

• Check Sidewalls and Floor Grills for Scratches, Ripples and Fitting:<br>No chips, dents or impact damage<br>No gouge larger than 5mm or bubbling over 5cm2<br>No panels becoming adrift

  5

  4

  3

  2

  1

• Overhead Lockers:<br>No damage to edging, plastic trims or internal walls<br>No large areas of mismatching paint

  5

  4

  3

  2

  1

• PSU Panels:<br>No chips, holes or impact damage

  5

  4

  3

  2

  1

• Ceiling:<br>No chips, holes or impact damage

  5

  4

  3

  2

  1

• Wash & Ceiling Lights:<br>All lighting is uniform white colour, none missing

  5

  4

  3

  2

  1

• Bulkheads and Dividers: (including magazine pockets and basinet tables<br>No scratches, marks or bubbling

  5

  4

  3

  2

  1

• Windows & Reveals:<br>No scratches longer then 1cm<br>No Yellowing

  5

  4

  3

  2

  1

• Seats

• Seatback Dress Covers<br>No staining, wearing or holing. Check headrest joint for debris

  5

  4

  3

  2

  1

• Arm Rests (including armcaps)<br>No wearing or chips

  5

  4

  3

  2

  1

• Seat Side Frame:<br>No paint scuffs, cracking or seperation

  5

  4

  3

  2

  1

• Seat-back Shell:<br>No paint scuffs, cracking or seperation

  5

  4

  3

  2

  1

• IFE Trim (including screens, handsets, associated trim and screen garages)<br>No cracking and secure

  5

  4

  3

  2

  1

• Seat Pockets:<br>Not ripped or hanging

  5

  4

  3

  2

  1

• Tray Tables:<br>No de-lamination or worn edges

  5

  4

  3

  2

  1

• Galley

• Galley Flooring:<br>No bubbling, waring or holing

  5

  4

  3

  2

  1

• Lighting

  5

  4

  3

  2

  1

• Galley Stowage Doors: (including bumpstrips and kickstrips<br>No chips, dents or bubbling over 5cm2 to tedlar

  5

  4

  3

  2

  1

• Worktops and Oven Doors:<br>Ensure work tops are not worn down to metal<br>Ensure oven door paint/tedlar is intact

  5

  4

  3

  2

  1

• Ceilings:<br>No chips, scratching or mis-coloured paint repairs

  5

  4

  3

  2

  1

• Carpets

• Aisle and Cross Aisle carpet Gapping/Fraying

  5

  4

  3

  2

  1

• Aisle and Cross Aisle Carpet Stains/Threadbare Patching/Missing Overlocking

  5

  4

  3

  2

  1

• Under Seat

  5

  4

  3

  2

  1

• Capping:<br>No missing or cracked capping

  5

  4

  3

  2

  1

• Curtains

• Left:<br>No holes, broken poppers or staining

  5

  4

  3

  2

  1

• Right:<br>No holes, broken poppers or staining

  5

  4

  3

  2

  1

• Washrooms

• Basin, Counter top and Splashback for Stains:<br>No staining/cracking<br>

  5

  4

  3

  2

  1

• Tap Paintwork/Limescale:<br>Ensure paintwork is intact

  5

  4

  3

  2

  1

• Toilet Seat & Bump Pads<br>No Chipping, Staining or Missing

  5

  4

  3

  2

  1

• Toilet Shroud for Fitting:<br>No Gapping, chipping or loosely fitting panels

  5

  4

  3

  2

  1

• External door including: Push-plate, Decals & Ashtray:<br>No scratches, chips or bubbling to tedlar<br>Ensure paint/decals are not worn/chipped

  5

  4

  3

  2

  1

• Internal Door, Walls & Ceiling Tedlar:<br>No scratches, chips or bubbling to tedlar<br>Ensure paint/decals are not worn/chipped

  5

  4

  3

  2

  1

• Cabinetry Stowage and Trims<br>No cracking/chipping/staining or gross damage

  5

  4

  3

  2

  1

• Mirrors:<br>No scratches larger than 7.5cm<br>Ensure lower edging is intact

  5

  4

  3

  2

  1

• Waste Bin flaps and Surrounds:<br>Ensure decal/paint is intact

  5

  4

  3

  2

  1

• Floor Pan Edge Trim:<br>No chips, wearing or separation

  5

  4

  3

  2

  1

• Washroom Floor:<br>No scuffing, scratching or wearing

  5

  4

  3

  2

  1

• Lighting

  5

  4

  3

  2

  1