Customer Service Observation

• Document No.

• Audit Title

• Client / Site

• Conducted on

  Date

• Prepared by

• Location
  Address

• Personnel

1. Administration

• 1.1 Daily/Flight task allocation completed? All staff aware of their role.

  Yes

  No

  N/A

• 1.2 Pre-flighting completed?

  Yes

  No

  N/A

• 1.3 Updates/online learning completed for all staff?

  Yes

  No

  N/A

• 1.4 Work area and office space tidy?

  Yes

  No

  N/A

• 1.5 Staff compliant with airline/company grooming standards?

  Yes

  No

  N/A

2. Check-In

• 2.1 Passenger greeted, destination confirmed, informed of boarding time, gate and any delays?

  Yes

  No

  N/A

• 2.2 Passenger processed at check-in desk in a timely manner?

  Yes

  No

  N/A

• 2.3 Heavy tags are used for items weighting more than 20kg OR deceivingly heavy items?

  Yes

  No

  N/A

• 2.4 Cabin baggage monitored during check-in?

  Yes

  No

  N/A

• 2.5 Dangerous Goods question asked? Question asked for confiscated cabin baggage/PHL baggage?

  Yes

  No

  N/A

• 2.6 Correct emergency exit eligibility question asked & exit seats adequately filled?

  Yes

  No

  N/A

• 2.7 Luggage weight entered correctly into system & excess baggage charged correctly?

  Yes

  No

  N/A

• 2.8 Flight closed on time?

  Yes

  No

  N/A

3. Boarding

• 3.1 Pre-board passengers organised prior to aircraft arrival?

  Yes

  No

  N/A

• 3.2 CSO present for aircraft arrival?

  Yes

  No

  N/A

• 3.3 Passenger marshalling requirements met?

  Yes

  No

  N/A

• 3.4 Correct Public Announcement calls made at required intervals? Clear and concise.

  Yes

  No

  N/A

• 3.5 Cabin baggage monitored at the boarding gate?

  Yes

  No

  N/A

• Correct passenger offloading procedures adhered to?

  Yes

  No

  N/A

4. Aircraft Departure

• 4.1 Correct process used to enter aircraft departure time?

  Yes

  No

  N/A

• 4.2 Delays recorded accurately?

  Yes

  No

  N/A

• 4.3 Flight files contain correct documentation?

  Yes

  No

  N/A

5. Safety

• 5.1 PPE policies adhered to?

  Yes

  No

  N/A

• 5.2 PTS adhered to?

  Yes

  No

  N/A

• General knowledge question asked to staff?

• Answered correctly?

  Yes

  No

  N/A

• Post Flight debriefing conducted?

  Yes

  No

  N/A

• Items discussed: