Passenger Check-in and Boarding Procedure

Purpose. This procedure sets out how passengers are checked in, how baggage is accepted, how the security and dangerous goods questions are asked, and how boarding is managed so that the flight departs on time with the manifest and load sheet correct.

1.Opening check-in

Check-in opens 90 minutes before departure and closes 30 minutes before departure for scheduled services. The check-in officer confirms the flight in the dispatch record, checks the aircraft type and seating, reviews special assistance requests and prepares the boarding passes, baggage tags and the manifest.

2.Identity and booking

Passengers must present their booking reference and, for security-controlled flights, identification as the transport security program requires. The officer confirms the name matches the booking, records any change and issues the boarding pass. Infants, unaccompanied minors and passengers requiring assistance are recorded in the passenger services record with the assistance arranged.

3.Security and dangerous goods questions

At every check-in the officer must ask whether the passenger packed the bags themselves, whether anyone has given them anything to carry and whether the bags contain any of the dangerous goods shown on the counter notice, including spare lithium batteries, aerosols, flammable liquids and camping gas. The answers are recorded. Items that are not permitted in checked baggage are removed and the passenger advised of the rules for carry-on.

• Did you pack these bags yourself?
• Has anyone given you anything to carry?
• Do your bags contain any of the items on this notice?
• Spare lithium batteries and power banks in carry-on only
• Record the answers in the passenger record

4.Baggage acceptance

Each bag is weighed, tagged and recorded against the passenger. Bags over the allowance are charged or refused. Bags over 32 kilograms are not accepted. Fragile, oversized and sporting items are tagged accordingly. The total checked baggage weight and count are passed to the dispatch officer for the load sheet.

5.Managing the queue

When the queue exceeds ten minutes the officer calls for a second position, prioritises passengers on the earliest departure and walks the queue to check bookings and answer questions. Passengers arriving after check-in closes are referred to the duty officer, who decides whether they can be accepted without delaying the flight.

6.Boarding

Boarding begins when the ramp team leader confirms the aircraft is ready and the cabin crew have completed pre-flight checks. Passengers needing assistance board first. The officer scans or checks each boarding pass, reconciles the boarded count with the manifest and the checked bags, and hands the final manifest and load sheet to the crew. Any bag belonging to a passenger who has not boarded is offloaded before departure.