Qatar Airways Performance Audit

• Document No.

• Audit Title

• Client / Site

• Conducted on

  Date

• Prepared by

• Location
  Address

• Personnel

• Flight Number/Date:

• Audit Completed by:

Check-In

• Number of desks provided in accordance to agreed SLA?

  Yes

  No

  N/A

• Comments:

• Desk presentation complies with expected standard?

• Display screens

  Yes

  No

  N/A

• Desk Signage

  Yes

  No

  N/A

• Safe & tidy

  Yes

  No

  N/A

• Carpets and Premium stock

  Yes

  No

  N/A

Process

• Agent name(s) audited:

• Greet passenger

  Yes

  No

  N/A

• Eye contact used

  Yes

  No

  N/A

• Final destination confirmed

  Yes

  No

  N/A

• Document/Visa checks done

  Yes

  No

  N/A

• Hand luggage weighed/tagged

  Yes

  No

  N/A

• Heavy tags used (if applicable)

  Yes

  No

  N/A

• Seating confirmed to passenger

  Yes

  No

  N/A

• Passenger made aware of DGR

  Yes

  No

  N/A

• Liquid/sharps regulations advised

  Yes

  No

  N/A

• Onward b/pass explained (if applicable)

  Yes

  No

  N/A

• OOG procedure explained (if applicable)

  Yes

  No

  N/A

• Gate boarding time explained

  Yes

  No

  N/A

• Directions given

  Yes

  No

  N/A

• Comments:

Grooming

• Visual checks performed on staff before attending desks

  Yes

  No

  N/A

• All staff conform to require standard

  Yes

  No

  N/A

• Uniform check sheet is completed for non-complaint staff

  Yes

  No

  N/A

• Comments:

Supervisor

• Name:

• Thorough briefing done with all staff

  Yes

  No

  N/A

• Supervisor is visible at check-in & floor walks where possible

  Yes

  No

  N/A

• Supervisor is in control of any issue & allocation

  Yes

  No

  N/A

• Comments:

Gate

• Gate bag fully stocked

  Yes

  No

  N/A

• Gate set-up and security checks done

  Yes

  No

  N/A

• Gate opened on time

  Yes

  No

  N/A

• Boarding announcement is made on time & is clear

  Yes

  No

  N/A

• Gate bag manifest is used correctly

  Yes

  No

  N/A

• Comments:

• Boarding is accurate, including the lead agent count

  Yes

  No

  N/A

• Comments:

• Passenger Location Report opened & used

  Yes

  No

  N/A

• Name calls made in Terminal and on board aircraft

  Yes

  No

  N/A

• Sweeper spent on time

  Yes

  No

  N/A

• Offload process followed as per airline policy

  Yes

  No

  N/A

• TOB confirmed with Load Control

  Yes

  No

  N/A

• Flight is FC/PD (if applicable)

  Yes

  No

  N/A

• Audited by:

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• QR Representative Witness:

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