Title Page
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Audit No.
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- ADL
- APW
- ASP
- AYQ
- BME
- BNE
- BNK
- CFS
- HBA
- HVB
- LST
- NTL
- OOL
- WEI
- WLE
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Conducted on
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Prepared by
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Document Number: OA-2020
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Document Owner: Group Safety
Check In
Queue Management
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Are the queue times meeting KRA's
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Is a queue comber present and interacting with customers
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Is Tensa signage and barriers in good condition,displayed and are neat and tidy
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Customers are prioritised based on departure time
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SSR customers are identified and assisted
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Eligible customers are directed to premium check in counters
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Encourage kiosk use (if applicable) and assist customer using them
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Identify groups travelling and prepare for their arrival and check in
Premium Customer Handling
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Are the queue times meeting KRA's
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Do bag drop and check in pull from the priority queue
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Are service standards being met in accordance with the airline program
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Loyalty members and their status are acknowledged
Check in Process
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Staff are asking Dangerous Goods & Sharps questions, including specific reference to lithium batteries.
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Adherence to exit row criteria
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Check in opening times are adhered to
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Check in closing times are adhered to
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Customers are assessed for minimun dress standards
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Customers identification is asked for and checked as required
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Proof of age is requested if doubt exists
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Customer is asked for seat preference
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Check in staff actively monitor aircraft zones
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Boarding pass is issued and flight details are highlighted to the customer
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For group check in, baggage is accepted under each customer name
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Standby Customers are cleared as per procedure
Baggage Tagging
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Heavy tags are used for baggage over 23kg
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Limited Release tags are signed as per SOP
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Old baggage tags/stickers are removed from luggage
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Baggage accepted is in acceptable condition
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Applicable baggage tags are attached to the baggage (e.g transfer tags,fragile tags)
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Only baggage of customers travelling is accepted
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Seafood accepted is packed correctly and weight is IAW procedures
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Baggage tags are securely stored inside the counters
Excess Baggage
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Excess baggage collected accurately
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Port has a process for reconciling payments collected at check in
Cabin Baggage
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Staff are actively asking for and inspecting cabin luggage
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Cabin baggage test units are available for agents and customers to use
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Cabin baggage test units are in good working order and presentable
Service Standards
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Staff are using customers name
AAA Process (if applicable)
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Manual Baggage Manifest declaration is completed for crew & rush baggage
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Staff ensure that only customers that are present and confirmed as travelling present baggage for check in
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Staff verify travelling customers identity
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Comments
Gate Boarding
Boarding Announcements
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As per script
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Clear, Audible, not rushed
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Completed according to timelines
Premium Boarding (if applicable)
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Premium Customers are invited to board during initial announcement made
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Priority given to premium Customers to board over non-priority Customers
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Priority boarding lane (if applicable) is organised and presentable
Boarding Integrity / Process
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Agents ensure that only correct boarding passes are scanned or entered into the system
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Agents ensure Flight number, date, destination, name to gender check on boarding pass match the Customer presenting it
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Boarding passes are scanned or manually entered into the system
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Agents are observing the response from the system
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Agents are actioning any warning / sirens from the boarding system
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Face to passport check is being carried out (International flights only)
Cabin Baggage
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Agents are actively checking for oversize cabin luggage
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A cabin baggage test unit is available at the gate
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If oversized cabin baggage is identified, agents adequately inform the Customer and follow
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process around tagging the bag and collecting payment (if required)
AAA Process (if applicable)
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If manual AAA process is being followed a Manual Baggage Manifest Declaration is
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completed for gate baggage items
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Strollers and other gate bags are tagged (if applicable) and notified to Airside delegate
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Baggage tags from items handed in at the boarding gate are updated in the check in system after departure
Fail to Board Process
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Lounge (if applicable) is contacted
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Fail to board announcements are made as per procedure
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Baggage search is initiated in a timely manner
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Seat check commenced as per procedure
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Decision to remove Customer from flight is communicated to all required parties, e.g. Load Control (if applicable), Airside delegate etc
Meal Report
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At completion of boarding the Meal report is generated to contain the most up to date and accurate information
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Sufficient number of copies is given to cabin crew
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Comments
Interline & Codeshare Meets
Customer Processing
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Interline Customers are processed correctly
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Customers are given transfer wallets and explained transfer process
Baggage Processing
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Baggage is tagged to final destination
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Baggage is tagged with correct tags
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Comments
Baggage Services
Baggage Service Standards
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Staff are available and helpful
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Staff are proactive in communicating with Customers following up on outstanding files
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Airport has preferred list of baggage delivery providers
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Staff are aware of the relevant sections of the Airport Handling Manual
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Staff have the baggage wallets in stock and are using them with the correct documentation (PIR and Customer Information letters) (domestic only)
Baggage Documentation
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Files are updated with information as received (e.g. forward messages, communication with Customer etc)
Found Property
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Port has a found property register (including high value found property register and found property cash record register)
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Port enters found property electronically in to World Tracer
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Port follows process for securing high value items
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Port has a process for the donating of items to charity after prescribed period
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Comments
Flight Activity
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Pre Flight Editing (if applicable)
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Are Customers with SSRÕs being assigned into required seating
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Overwing Seating Management
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Overwing seats are allocated to requirement in a timely manner
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Customers assigned overwing emergency seats are asked the required questions and assessed for suitability
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Pre-Post Flight Briefs
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The port carries outs briefings (either pre, post, both or required) with staff
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Port discusses and identifies areas for improvement
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Cash Reconciliation
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Does the port have a process for reconciling cash
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Does the port have a process for banking cash and identifying discrepancies
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Does the port have a process for storing banking records
Load Control / LOCO (Virgin Australia Only)
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Is the inbound LIR being referenced for inbound loads?
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Underload is checked when final fuel figure received from flight crew before updating fuel mask
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Fuel message sent once fuel updated
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.B and .D are checked when updating the baggage mask
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Checked baggage report is checked before closing the flight
Security of Oversize Items/Baggage
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Oversize items are kept secure if they arenÕt able to be sent down the belt
IT Tickets
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Staff create IT tickets as required
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Are there any IT issues that are not being resolved
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Comments
Port Specific Activities
Aerobridge
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Staff using the aerobridge are signed off
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There is a process for certifying aerobridge drivers
Door Operation
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Door is opened correctly
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Door is closed correctly
Specialised Activity e.g. GTV, EWCH , Pax Buggy
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Staff are signed off in the use of the specialised equipment
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Does the port have a process for ensuring recurrency on specialised equipment
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Comments
Port Coordination/ AMCO
Delay Reporting
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Is there a collaborative approach to assigning delay codes
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Is the port identifying the root cause of delays
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Delay codes are entered in prescribed timeframes
Systems
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Specialised systems are used effectively (GOPS, IFIDS, USAS etc)
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Does the port have any local processes that would benefit other ports
Radio Licences
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Do all staff who are communicating using the air to ground radio hold a radio licence
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Is a copy of the licence available at the port for viewing (in a training file or equivalent)
Radio Phraseology
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Standard phraseology is used
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Radio communication is professional and appropriate
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Comments
Delay / Disruption Handling
Public Announcements
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Announcements are made as per airline script
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Announcements are done regularly during the disruption
Customer Experience
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Customers are kept updated with information as it comes to hand
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Staff deal with Customers enquiries quickly and professionally
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High value and connecting Customers are prioritised
Internal Communication
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Once notification is received it is communicated in a effective and timely manner to all stakeholders
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Communication to Ramp staff is timely and effective
Recovery Tools
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Port uses a disruption co-ordinator as a single point of contact
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Port prioritises Customers in handling disruption
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Comments
General
Terminal / Facilities
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Wayfinding signage clear and easy to see
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Terminal clean and free of rubbish
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Check in desks are tidy and presentable
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FIDS are available, working and information is correctly displayed and accurate
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Security screening point has sufficient staff and equipment working
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Concessions are open, presentable and available for Customers to use
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Baggage trolleys are available for Customers to use
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Boarding gates are clean and presentable
Grooming Ð Uniforms (or equivalent)
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Are grooming standards acceptable?
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Are staff wearing the correct uniform and name badges
Adequate Staff Numbers
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Check in has sufficient staff for the operation and schedule
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Boarding gate has sufficient staff for the operation and schedule
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Baggage Services has sufficient staff for the operation and someone available for each arrival
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Security screening point has sufficient staff and equipment working
Special Handling Passengers Ð UMNRÕs, WCHRÕs
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Staff are available to assist special handling passengers
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Customers are assisted in a professional and courteous manner
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UMNR forms are being completed correctly and stored for the required timeframes
Communication
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Radios are available for suitable staff to use
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Radios are in good working order
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Staff are using correct phraseology
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Is there open communication within the port?
Public Announcements
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Announcements are clear and audible
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Volume of announcements is sufficient
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Comments
Safety
Safety Reporting
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Staff are aware how to lodge a report (either electronically or by fax)
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Staff are aware that reports can be lodged for potential safety issues
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Safety reporting kit location is accessible to all staff
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Reports are lodged within required timeframes
DAMP
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Staff complete DAMP training
PPE
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Staff are wearing correct PPE
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PPE is in good condition
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Hearing protection is available and being worn
Customer Marshalling
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Marshaller is present during turnaround
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Marshalling kit is correctly positioned
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Marshaller is observant to Customer activity on the ramp (e.g. use of electronic devices)
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Marshaller is FOD aware
Safety Culture
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Staff are openly encouraged to report issues
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Port conducts own Safety meetings
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Do supervisor/leader/manager or equivalent promote and demonstrate safety in the workplace (e.g. encourage reporting)
Foreign Object Debris (FOD)
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FOD checks are carried out prior to / during aircraft turnarounds
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Tarmac is free of FOD
Risk Management
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Staff are trained in risk management or risk management resources are located within the port (such as risk co-ordinators / facilitators)
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Risks are identified and include emerging risks resulting from Òrisk triggersÓ
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Risks are assessed against established criteria
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Risk registers are used and stored in a database (or equivalent)
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Comments
Security
Security Identification Cards e.g. ASICS
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Staff are wearing airport ID card above waist height and clearly visible
Signage
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Security signage is displayed at check in
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Security signage is displayed throughout terminal
Awareness
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Staff challenge staff on tarmac not displaying an appropriate ID
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Comments
CERP
Training
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CERP Awareness training has been carried out and recorded
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CERP Specialised training has been carried out and recorded
GO Kits (If applicable)
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GO Kit location is accessible to staff if required
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GO Kits are security sealed
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Does the port have a process for auditing the kits and re-securing them again
CERP Readiness
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Does the CERP manual contain the most up to date port information?
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Does the airport have regular emergency readiness meetings?
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Are the staff aware of the station locations in their port?
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Does the port have special CERP phones?
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Does the airport hold regular exercises and/or table top exercises
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Comments
Dangerous Goods
Signage
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Is there Dangerous Goods signage within the terminal
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Is there Dangerous Goods signage at check in (tensa signage or counter)
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Is there Dangerous Goods signage at the boarding gate
Dangerous Goods Manual
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Are the staff aware of the location of the Dangerous Goods Manual
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Are staff aware how to reference the sections of the manual that relate to their job function
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Comments
Training Compliance
Training Records
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Are training records kept in a lockable cabinet (or equivalent)?
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Do the training records match the training matrix (or equivalent)?
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The training records contain required information (as per training record checklist)
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Does the port have a process for monitoring recurrency expiries?
Airport Trainer
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Does the port currently have a trainer in all curriculums?
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Is the trainer still current?
Training Material / Forms
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Training material being used is up to date and current
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Trainer is aware how to order more material and where from
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Comments
Airport Documentation
Operational Notices
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Does the port have a process for ensuring staff are briefed on notices that are received?
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Are the staff up to date with being briefed on the notices that are received?
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Are these notices available for staff to reference?
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Is there opportunity to ask questions or seek clarity with the notices when they are received?
Controlled Manuals / Forms
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There is a responsible person for updating the Airport Handling and other manuals when updates are received
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Manuals are accessible for staff to reference
Flight Documentation (Flight Files)
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Flight files are kept for 3 months in a secure cabinet or equivalent
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Flight files contain required documentation
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Comments
Compliance Documentation
Scale Calibration
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are the scales certified as calibrated? Certificates are stored in OceaniaÕs office
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Does the port have a process for ensuring these are maintained
Airport Administration
Housekeeping
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Is the office space tidy and with suitable storage
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Are the Oceania Safety, Environment policies displayed
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Comments
