Fiji Airways Customer Service / Check-In Desk Inspection

Is there any signage on the desk?

Does the signage reflect the Fiji Airways Branding?

Are queues managed effectively using proper tensa-barriers where applicable?

IS the service desk manned at all times whilst check-in is open for FJ flights?

Are the queue times managed effectively during check-in?<br>- Economy Class: max 20 mn<br>- Business Class: max 7 mn

Are all ground agents wearing the Fiji Airways uniform in accordance with Fiji Airways defined uniform standards?

Are the ground agents smiling, using eye contact and acknowledging each customer?

For FJ flights, are the agents vigilant in dealing with sales in accordance to Fiji Airways requirements?

Are customers being made aware of all relevant Fiji Airways policies with regards to passports / ID / Visa requirements?

Are agents weighing ALL the cabin bags to assess that is within the allowable weight (7kg)?

Are agents using the gauge to inspect the size of all cabin bags?

Are MCO's being issued at the check-in counter for excess collected as a consequence of a cabin bag being non-compliant?

Are the HB gauges visible at the beginning of the queue and an agent is measuring ALL bags?

Are ground agents making customers aware of the recommended minimum time between flights?

Are ground agents knowledgeable about the Fiji Airways product?

Do ground agents re-confirm details to customers at the end of serving customers?

Are there internal controls in place to manage cash sales and the handling of cash?

Are all accountable documents & forms being completed correctly (where appropriate)?

Do all ground agents complete satisfactorily the "Welcome at Check-In" procedures (4=basic steps)

Do the ground agents / FJ Rep know our ERP for reporting a major incident / accident?