Information

  • Document No.

  • Airline/ Flight

  • Conducted on

  • Prepared by

  • Location
  • Personnel

Professional Appearance

  • Proper uniform

  • Displaying name badge

  • No personal electronic devices, food, drinks on the counter?

Communication

  • The agent communicated clearly when providing directions, flight information, baggage information?

  • Were all passenger questions answered?

  • Was passenger directed where to go at the end of check in?

  • Were PA announcement clear and made as required?

  • Was the passenger greeted professionally as they approached the counter, desk, agent?

Effectiveness

  • The agent used customer surname, eye contact, weighing of bag, recap, closing?

  • Agent displayed knowledge of the system he/she was working on?

  • Was employee standing when: checking in, door monitor passenger exiting?

  • Were passengers controlled/monitored while waking to and from the aircraft?

Comments

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