Information
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Audit Title
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Document No.
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Client / Site
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Conducted on
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Prepared by
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Location
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Personnel
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Enter time
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Station
- ABQ
- ALB
- AMA
- BDL
- BHM
- BNA
- BOI
- BOS
- BWI
- CHS
- CLE
- CMH
- CRP
- DAL
- DEN
- DTW
- ECP
- ELP
- FLL
- GEG
- HRL
- IND
- IAD
- ISP
- JAN
- JAX
- JSP
- LAS
- LAX
- LBB
- LGA
- LIT
- MAF
- MCI
- MCO
- MDW
- MHT
- MKE
- MSP
- MSY
- OAK
- OKC
- OMA
- ONT
- ORF
- PBI
- PDX
- PHL
- PHX
- PIT
- PVD
- RDU
- RNO
- RSW
- SAN
- SAT
- SDF
- SEA
- SFO
- SJC
- SMF
- SNA
- STL
- TPA
- TUL
- TUS
- ABE
- AUA
- AVL
- ATL
- ACY
- BDA
- BMI
- BKG
- SJD
- CUN
- CRW
- CLT
- CAK
- DAY
- DSM
- FNT
- GRR
- MDT
- HSV
- EYW
- TYS
- LEX
- MEM
- MEX
- MIA
- MLI
- MBJ
- NAS
- PHF
- PNS
- PWM
- PUJ
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Gate Number
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A/C
- 737-300
- 737-500
- 737-700
- 737-800
- 737-MAX
- 717
Did Agent properly setup for the flight?
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Did not print flight packet
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Did not print UM or Specials report
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Did not verify fuel from the release
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Other
Did Agent properly meet the aircraft?
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Security of jetbridge compromised(TSA)
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Agent did not verify crew on crew change (TSA)
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Jetbridge in safety zone
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Did not verify aircraft number
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Jetbridge moved before aircraft chocked
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Canopy not down ; Jetbridge bumper touching aircraft ; Other
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Jetbridge bumper touching aircraft
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Other
Did Agent properly communicate with Flight Ops/Inflight
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Did not communicate UM
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No Ground Ops Employee to take custody of UM
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Did not communicate through customers
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Other
Preboard/General boarding announcements
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Did not offer priority boarding to customers holding blue sleeves
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Other
Did the Agent board the flight properly
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Did not scan boarding passes as customers boarded
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Ignored gate reader prompts
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Allowed oversized baggage to board (FAA)
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; Allowed excess baggage to board (FAA)
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Failed to reconcile fight in Gate Reader
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Other
Did Agent gather required paperwork
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Failed to obtain CBLS
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Obtained signed CBLS before flight arrival
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CBLS not signed
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Failed to obtain signed release
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Failed to obtain DR from Captain
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Failed to obtain WN-966 on originator
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Other
Did Agent properly handle gate checked items
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Items not added to CBLS
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Other
Did agent properly handle fueling process
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Did not verify fueling process
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fuel slip not recieved
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Did not input gallons added into EWB
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Did not check gauges in cockpit
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Did not confirm fuel on board with Flight Ops
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Other
Did Agent perform final communication with Inflight
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Did not confirm PAX count with Inflight
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Did not confirm names and final count of Ums
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Did not give Inflight the Specials report
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Other
Was Agent wearing PPE upon arrival of A/C
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Agent not wearing hearing protection
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Other
Did Agent close flight out properly
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Fight manifest not closed
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Wrong Flight Manifest format used (p*call)
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Flight manifest does not reflect designated flight
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Other
Customer Service Standards Followed
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Name tag not worn on lanyard
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Non approved uniformed pieces worn ( e.g. Dockers pants)
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Soiled/wrinkled/untucked uniform shirt
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Cell phone used (for personal use)
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Gum achieved in Customer contact areas
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Agent arrived to position late
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Other
Customer interaction
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Agent did not acnowledge the customer
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Agent did not make eye contact with customer
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Agent not approachable (eg. Tone of voice, body language)
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Other
Scenario based service offered
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Agent did not use available resources to assist customers
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No apology offered
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No effort made to resolve conflict with customers
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Agent not forthright with customers during irregular operations
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Other
Customer communication announcement
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Established announcements not made
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Announcements not made every 15 mins during IREG
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No communication with Ops Agent re. Irregularities
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; Ops Agent not announcing flight #/dest during boarding
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Agent not checking on wheelchair Cust every 30 minutes
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Weather Advisory message not made (if applicable)
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Other
