Ground Handling Quality Assurance Audit

• Document No.

• Airline/ Flight

• Conducted on

  Date

• Prepared by

• Location
  Address

• Personnel

Professional Appearance

• Proper uniform

  Yes

  No

  N/A

• Displaying name badge

  Yes

  No

  N/A

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

  Yes

  No

  N/A

Communication

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

  Yes

  No

  N/A

• Were all passenger questions answered?

  Yes

  No

  N/A

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

  Yes

  No

  N/A

• Were PA announcement clear and made as required?

  Yes

  No

  N/A

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

  Yes

  No

  N/A

Effectiveness

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

  Yes

  No

  N/A

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

  Yes

  No

  N/A

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

  Yes

  No

  N/A

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

  Yes

  No

  N/A

• Yes

  No

  N/A

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