Run check-in and boarding for a near-full regional flight

You are a check-in and dispatch officer in Passenger Services.

Simulated workplaceIntermediate missionCAQA SkyBridge Aviation

What is going on

SB311, the 19-seat morning service from Dubbo to Sydney, has 17 passengers booked including an unaccompanied minor whose grandparents will meet him in Sydney. Last week a power bank was found in a checked bag during loading, so the Passenger Services Manager wants the dangerous goods and security questions asked and recorded at every check-in. Two passengers arrived after the cut-off yesterday and one has complained, so late arrivals must be referred to the duty officer. Check-in closes 30 minutes before departure and the manifest, the bag count and the load figures must be reconciled before the crew receive them. The flight is nearly full, so the queue must be managed to keep the departure on time.

Daniel Nakamura, Passenger Services Manager
Subject: Check-in for the Dubbo service and two late passengers

I want you on the SB311 counter this morning. The flight is nearly full, there is an unaccompanied minor to hand over and last week we had a power bank found in a checked bag, so I want the dangerous goods questions asked properly and the answers recorded for every passenger. Two passengers were late yesterday and one has already complained, so please read the Passenger Check-in and Boarding Procedure on cut-off times and refer anyone late to the duty officer rather than deciding yourself. Reconcile the bags before you hand the manifest to the crew.

Your brief

Open and run check-in for SB311 to the procedure, ask and record the security and dangerous goods questions, complete the unaccompanied minor handover, manage the queue and any late passengers, reconcile bags to boarded passengers and hand the final manifest and load figures to the crew on time.

Work through it

You do not need to do it all. Doing a few of these will show you what the work is like. Your ticks and notes stay on this device.

Read the Passenger Check-in and Boarding Procedure and open the SB311 record in the Flight Movements and Dispatch system to confirm the aircraft, seating and cut-off time.
Review the Passenger Services and Assistance Requests system for SB311, confirm the unaccompanied minor arrangements and prepare the handover forms.
Check in each passenger, confirm identity against the booking, ask the security and dangerous goods questions and record the answers in the passenger record.
Weigh, tag and record each bag, refuse or charge bags outside the allowance and remove any item not permitted in checked baggage, advising the passenger of the carry-on rules.
Manage the queue by calling a second position when waiting exceeds ten minutes and walking the queue to prioritise the earliest departure.
Refer any passenger arriving after cut-off to the duty officer and record the decision and the reasons in the passenger record.
Pass the checked baggage weight and count to dispatch, then board passengers needing assistance first and reconcile boarding passes with the manifest.
Update the SB311 dispatch record to Boarding with the final passenger count and bag count, and hand the manifest and load figures to the crew.

My notes: what did I enjoy, and what surprised me?

What someone in this role would produce

Completed passenger records with security question answers
Unaccompanied minor handover record
Reconciled manifest and bag count
Updated SB311 dispatch record
Notes on any late passenger decision

Printing this is a record of what you explored. It is not a certificate or a qualification.