• Are there proper signage to inform or assist our customers upon arrival?

  • Are there sufficient health/security/immigration officers to process all our customer?

  • Are the health/security/immigration officers at their counters prior to the customers being at the arrival concourse?

  • Is the aircraft met by our ground agents upon arrival?

  • Are there sufficient wheelchairs available at the gate for WCHR customers?

  • Are the mobile stairs docked at the rear door as soon as the engineers give clearance?

  • Is there an agent at the bottom of the mobile stairs to lead the first customer?

  • Did an agent lead the first customer to immigration with the Gen Dec?

  • Did the cabin cleaners get on using the front door as soon as the last customers disembarks?

  • Did the cabin crew give clearance to the cabin cleaners as soon as the last 3/4 seats rows cleared?

  • Are agents smiling and greeting customers as they disembark?

  • Are announcements made informing customers of which carousel to collect their bags?

  • Is the correct delivery belt displayed on the flight information screens?

  • Is the baggage service desk/office open for the arrival flights?

  • Is the baggage service agent available to assist with mishandled and damaged baggage queries?

  • Are the bags being delivered in accordance with the agreed bag times as follows?
    First Bag - Priority 15mn / Economy 20mn
    Last Bag - Priority 25mn / Economy 30mn

  • Does the baggage service agent manage all mishandled & damaged effectively, providing the correct contacts to customers?

  • Did the baggage service ground agent enter information related to the mishandled & damaged

  • Are all necessary documents, brochures, kits etc for mishandled & damaged baggage information available at the baggage service desk?

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