Title Page
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Audit Title
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Conducted on
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Prepared by
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Location
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Flight Number
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Service Provider
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Is there any DG signage present and visible to the customer on every desk?
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Are queues managed effectively using proper tensa-barriers where applicable?
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Is the Service Desk manned at all times whilst check-in is open for FJ flights?
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Are the queue times managed effectively during check-in? Economy Class max 20mn - Business Class max 10mn
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Are all ground agents wearing the Fiji Airways uniform in accordance with the company uniform standards?
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Are agents promoting the ELR / Quiet Zone / Business class upgrades?
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Are customers being made aware of all relevant Fiji Airways policies with regards to passports / Id's / Visa Requirements?
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Are agents weighing all cabin bags to assess they are within the allowable weight?
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Are the agents using the gauge to inspect the size of all cabin bags?
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Are MCO's being issued at the check-in counter for excess collected as a consequence of a cabin bag being non-compliant?
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Where all HB tagged at the end of the check-in process?
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Are ground agents knowledgeable about the Fiji Airways product, Tabua Club benefits and allowances?
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Do ground agents re-confirm details to customers when finalising the check-in procedures?
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Are there internal controls in place to manage cash sales and the handling of revenue accountable documents?
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Do all agents complete satisfactorily the "Welcome to Check-in" procedures? (The 4 Basic steps)
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Pre check-in briefing conducted covering special requirements / VIP / Deportees / Revenue Target?
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Did the agents used the customer's surname at least once during the check-in process?
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Was check-in closed at -60mn prior to departure as per FJ policy?
