Passenger Services
Looks after passengers from booking to boarding: reservations, check-in, baggage acceptance, passengers needing assistance, queue management, disruption communication, boarding and the check-in security and dangerous goods questions that protect every flight, at all four ports.
What the team is accountable for
- Process reservations, changes and special assistance requests
- Check in passengers and accept baggage to the standard
- Ask and record the dangerous goods and security questions
- Manage queues, boarding and disruption communication
- Record and resolve passenger feedback and complaints
How we know it is working
Who works here
Daniel Nakamura
Leads reservations, check-in and boarding teams at all ports and has managed passenger services for seven years.
Aisha Rahman
Checks in passengers, completes load sheets and dispatch paperwork for departures and has been at the Tamworth counter for three years.
Where the work is recorded
Passenger Services and Assistance Requests
Records passenger bookings needing action: special assistance, unaccompanied minors, disruption rebooking, baggage issues and complaints.
Flight Movements and Dispatch
Records every scheduled, charter and training movement with crew, aircraft, load, dangerous goods and turnaround details from planning to departure.
Assessment tasks in this department
Documents the scenarios use
- Aviation Security Policy Policy
- Passenger Check-in and Boarding Procedure Procedure
- Dangerous Goods Acceptance Procedure Procedure