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Check in aviation passengers and their baggage

URN: PPLAOG23
Business Sectors (Suites): Aviation Operations on the Ground
Developed by: People 1st
Approved on: 2021

Overview

This standard is about checking in aviation passengers and their baggage. This involves being able to check and process aviation passenger documentation and weigh, label and despatch their baggage. This also involves checking that all baggage complies with relevant regulations and aircraft / airline allowances and communicating all necessary information to aviation passengers.

This standard is for those working in airports who are responsible for checking in aviation passengers and their baggage.

When you have completed this standard, you will be able to demonstrate your 
knowledge of and ability to:
• Check in aviation passengers and their baggage

Performance criteria

You must be able to:

1. Check and process aviation passenger  documentation in line with your organisation’s procedures and current legal requirements 2. Respond to identified documentary discrepancies in line with your organisation's procedures 3. Inform aviation passengers about current regulations relating to carrying restricted, prohibited or dangerous  items, and ask questions to confirm they are not carrying any in line with your organisation's procedures  4. Ask aviation passengers security questions about their baggage in line with your organisation's procedures  5. Weigh and check aviation passengers’ baggage to confirm it complies with aircraft / airline baggage allowances and restrictions 6. Respond to identified aviation passenger baggage issues, safety or security concerns, in line with organisational procedures and relevant legal requirements 7. Check in aviation passengers and their baggage in line with organisational procedures and relevant legal requirements 8. Label and despatch aviation passenger baggage in line with organisational procedures and relevant legal requirements 9. Allocate seats and confirm services to passengers according to their booking, requests and needs  in line with your organisation's procedures 10. Provide tickets and  information to passengers according to your organisation’s procedures  11. Interact with passengers in a way that promotes your organisation’s customer service values 12. Seek assistance with passengers’  queries or requests when checking in as required in line with organisational procedures

Knowledge and Understanding

You need to know and understand:

  1. Your organisation’s procedures and relevant requirements for checking in aviation passengers and baggage, and the importance of adhering to them at all times
  2. The types of passenger  documentation you are required to check and your organisation’s procedures and current legal requirements for checking them
  3. The airline destination customs and immigration information and associated documentary requirements
  4. How to identify documentary discrepancies and your organisation's procedures for responding to them
  5. The types of restricted, prohibited or dangerous  items and your organisation’s procedures for informing passengers of them and confirming they are not carrying any
  6. How to ask aviation passengers security questions 
  7. The aircraft / airline baggage allowances and restrictions

  8. The types of issues, safety or security concerns which may occur when checking in aviation passengers and their baggage and how to respond to them

  9. Your organisation’s procedures for providing tickets and information to aviation passengers

  10. How to interact with passengers in a way that promotes your organisation’s customer service values
  11. When and how to seek assistance with passengers’ query or request when checking in





Scope/range

Types of documents include:
a) Tickets
b) Visas
c) Passports
d) Boarding documents

Documentary discrepancies include:
a) Invalid tickets
b) Lost tickets
c) Incorrect tickets
d) Visa discrepancies 
e) Passport discrepancies

Services include:
a) Priority boarding
b) Access to the executive lounge
c) Pre-booked food or drink
d) Special requests

Information includes:
a) Boarding time
b) Airport layout
c) Departure gate
d) Security area

Scope Performance

Scope Knowledge

Values

Behaviours

Skills

Glossary

*​Your organisation
*
Your organisation is the organisation you work for or are contracted to, and may be an airline, airport, airfield or related agency.

Links To Other NOS

External Links

Version Number

2

Indicative Review Date

2026

Validity

Current

Status

Original

Originating Organisation

GoSkills

Original URN

GSKAOG23

Relevant Occupations

Transport Drivers and Operatives, Transport Operations and Maintenance

SOC Code

8233

Keywords

passengers, documents, baggage, information, security