Title Page

  • Conducted on

  • Prepared by

  • Location

Ticket Counter Audit

Ticket Counter

Ticket Counter Facilities

  • Is the ticket counter organized and stocked?  Including signage appearance/condition, 40 LB  Scale being used?

  • Is there at least one (1)  "Advice to Passengers" signage posted at the check-in podiums and is the baggage liability limit current?

  • Is the "Security" signage posted at each check-in podium?

  • Is the "3-1-1 Requirements" signage posted?

  • Were Hijack / Bomb Threat cards available & out of public view?

  • 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)

  • Are Spirit employees displaying their company ID and/or proper airport specific ID?

  • Are bag tags, secure/controlled documents and monies secured?

  • Are agents wearing proper uniforms and in compliance with dress code?

Forms

  • Are current Future Travel Vouchers available and/or used?

  • Are current Firearms Declaration tags available and/or used?

  • Are current Safety Information Cards available?

Check-In

  • Was acceptable ID & documentation verified for each customer?

  • Did the CSA inspect and advise customers of the carry-on baggage policy/charge, when applicable?

Guest Handling

  • Did the CSA handle customers requesting wheelchairs or special assistance according to procedures?

  • Did the CSA handle UMNRs according to procedures?

  • Did the CSA handle customer selected for additional screening according to procedures?

Baggage Check-In

  • Did the CSA use visual inspection or bag sizer to ensure that carry-on bags were not in excess of number & size allowable?

  • Did the agent weigh each checked bag to  ensure it was within bag weight limitations?

  • Were bag ID tags available for customer use?  Did the CSA ensure all checked bags had ID tags?

  • Were heavy, standby, thru & transfer tags used appropriately?

  • Did agent inspect baggage for damage and use limited release tags with customer signature when required for acknowledgement? 

Comments/Remarks

  • Ticket Counter

  • Customer Service Agents (CSAs)

  • Forms

  • Check-In

  • Guest Handling

  • Baggage

  • S.M.I.L.E.S.

Gate Audit

Gate Audit

Gate Area

  • Is the gate area clean and organized?  Including signage appearance/condition?

  • Is signage posted clearly identifying this as a Spirit gate?

  • Are carry-on bag sizer(s) present with the proper dimensions?

  • Is the "Advice to Passengers" signage posted at each gate podium and is the baggage liability limit current?

  • Were Hijack / Bomb Threat cards available & out of public view?

Customer Service Agents (CSAs)

  • Are agents wearing proper unifoms and in compliance with dress code?

  • Are bag tags, secure/controlled documents and monies secured?

Forms

  • Are current Flight Summary sheets used?

  • Are current Future Travel Vouchers available and/or used for both voluntary and involuntary denied boardings?

  • Are current Safety Information Cards available?

Arriving Flight(s)

Arrival

  • Was the CSA at the end of the jet bridge before the plane arrived at the gate?

  • Was the safety zone clear of all GSE & personnel prior to A/C arrival?

Jet Bridge Operation

  • 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?

  • Was contact avoided with the aircraft when approaching & docking?

  • Was the rubber bumper 1" from the a/c?

  • Was the auto-level on & in the correct position?

  • Was the canopy down while the a/c was at the gate?

Airstairs Operation - When Applicable

  • Were the airstairs in good condition?

  • Was the spacebar not touching the a/c?

  • Were the airstairs chocked or stabilizers down?

  • Were CSAs present or cones used to separate a walkway to guide customers to the terminal safely?

  • Was the A/C engine completely spooled down before moving the airstairs?

Door Opening Procedures

  • Did the CSA knock twice on the viewing window?

  • 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

  • Was a CSA visible & available at the gate one (1) hour prior to STD for departing flight?

  • Were departure boards kept current with flight number, destination & actual time of departure?

  • Did the CSA keep customers informed with announcements including $65 carryon bag option (45-30minutes)?

  • Did the CSA verify IDs for crew members and/or any non-customers (e.g., FAA) requesting access to the a/c?

  • Was the Zone Pre-Boarding announcement made 30 minutes prior to departure? (Spirit Way)

  • Did the CSA discuss boarding priorities with special needs customers?

  • Were Military and customers with children under 2 offered pre-boarding?

  • Did the CSA verbally ask customers seated in an Exit Seat if they are willing and capable to perform Exit Seat duties if required?

  • No customers who appeared intoxicated were allowed to board the A/C.

  • Was boarding completed by zones?

  • Was the carry-on baggage policy enforced during the boarding process?

  • Was proper procedures used for gate check bags?

Flight Close Out

  • Is the .Z accurate and was Flight Close Out report issued? 

  • Flight Paperwork

Comments/Remarks

  • Gate Area

  • Customer Service Agents (CSAs)

  • Forms

  • Arriving Flight(s)

  • Departing Flight(s)

Audit Observations

  • Audit Observations

The templates available in our Public Library have been created by our customers and employees to help get you started using SafetyCulture's solutions. The templates are intended to be used as hypothetical examples only and should not be used as a substitute for professional advice. You should seek your own professional advice to determine if the use of a template is permissible in your workplace or jurisdiction. You should independently determine whether the template is suitable for your circumstances.