Title Page
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Conducted on
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Prepared by
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Location
Ticket Counter Audit
Ticket Counter
Ticket Counter Facilities
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Is the ticket counter organized and stocked? Including signage appearance/condition, 40 LB Scale being used?
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Is there at least one (1) "Advice to Passengers" signage posted at the check-in podiums and is the baggage liability limit current?
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Is the "Security" signage posted at each check-in podium?
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Is the "3-1-1 Requirements" signage posted?
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Were Hijack / Bomb Threat cards available & out of public view?
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Have the "In Counter Scales" been calibrated in the past 12 months or sooner if a more restrictive requirement applies in your location and includes documentation in place to support this? Is the Scale Tracking sheet up to date and available?
Customer Service Agents (CSAs)
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Are Spirit employees displaying their company ID and/or proper airport specific ID?
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Are bag tags, secure/controlled documents and monies secured?
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Are agents wearing proper uniforms and in compliance with dress code?
Forms
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Are current Future Travel Vouchers available and/or used?
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Are current Firearms Declaration tags available and/or used?
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Are current Safety Information Cards available?
Check-In
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Was acceptable ID & documentation verified for each customer?
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Did the CSA inspect and advise customers of the carry-on baggage policy/charge, when applicable?
Guest Handling
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Did the CSA handle customers requesting wheelchairs or special assistance according to procedures?
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Did the CSA handle UMNRs according to procedures?
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Did the CSA handle customer selected for additional screening according to procedures?
Baggage Check-In
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Did the CSA use visual inspection or bag sizer to ensure that carry-on bags were not in excess of number & size allowable?
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Did the agent weigh each checked bag to ensure it was within bag weight limitations?
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Were bag ID tags available for customer use? Did the CSA ensure all checked bags had ID tags?
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Were heavy, standby, thru & transfer tags used appropriately?
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Did agent inspect baggage for damage and use limited release tags with customer signature when required for acknowledgement?
Comments/Remarks
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Ticket Counter
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Customer Service Agents (CSAs)
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Forms
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Check-In
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Guest Handling
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Baggage
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S.M.I.L.E.S.
Gate Audit
Gate Audit
Gate Area
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Is the gate area clean and organized? Including signage appearance/condition?
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Is signage posted clearly identifying this as a Spirit gate?
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Are carry-on bag sizer(s) present with the proper dimensions?
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Is the "Advice to Passengers" signage posted at each gate podium and is the baggage liability limit current?
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Were Hijack / Bomb Threat cards available & out of public view?
Customer Service Agents (CSAs)
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Are agents wearing proper unifoms and in compliance with dress code?
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Are bag tags, secure/controlled documents and monies secured?
Forms
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Are current Flight Summary sheets used?
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Are current Future Travel Vouchers available and/or used for both voluntary and involuntary denied boardings?
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Are current Safety Information Cards available?
Arriving Flight(s)
Arrival
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Was the CSA at the end of the jet bridge before the plane arrived at the gate?
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Was the safety zone clear of all GSE & personnel prior to A/C arrival?
Jet Bridge Operation
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Did the CSA ensure a/c was properly parked, nose gear chocked and received thumbs-up clearance from lead RSA prior to moving the jet bridge?
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Was contact avoided with the aircraft when approaching & docking?
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Was the rubber bumper 1" from the a/c?
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Was the auto-level on & in the correct position?
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Was the canopy down while the a/c was at the gate?
Airstairs Operation - When Applicable
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Were the airstairs in good condition?
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Was the spacebar not touching the a/c?
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Were the airstairs chocked or stabilizers down?
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Were CSAs present or cones used to separate a walkway to guide customers to the terminal safely?
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Was the A/C engine completely spooled down before moving the airstairs?
Door Opening Procedures
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Did the CSA knock twice on the viewing window?
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Once the FA gave the "thumbs up", did the CSA open the door and guide it to the locked position?
Departing Flight(s)
Gate Operations
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Was a CSA visible & available at the gate one (1) hour prior to STD for departing flight?
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Were departure boards kept current with flight number, destination & actual time of departure?
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Did the CSA keep customers informed with announcements including $65 carryon bag option (45-30minutes)?
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Did the CSA verify IDs for crew members and/or any non-customers (e.g., FAA) requesting access to the a/c?
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Was the Zone Pre-Boarding announcement made 30 minutes prior to departure? (Spirit Way)
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Did the CSA discuss boarding priorities with special needs customers?
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Were Military and customers with children under 2 offered pre-boarding?
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Did the CSA verbally ask customers seated in an Exit Seat if they are willing and capable to perform Exit Seat duties if required?
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No customers who appeared intoxicated were allowed to board the A/C.
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Was boarding completed by zones?
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Was the carry-on baggage policy enforced during the boarding process?
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Was proper procedures used for gate check bags?
Flight Close Out
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Is the .Z accurate and was Flight Close Out report issued?
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Flight Paperwork
Comments/Remarks
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Gate Area
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Customer Service Agents (CSAs)
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Forms
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Arriving Flight(s)
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Departing Flight(s)
Audit Observations
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Audit Observations
