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Scenario · Passenger Services

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

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

Intermediate2 to 3 hours8 tasks
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The situation

What has happened

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.

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.
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Tasks

Deliverables

  • 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

Documents to use

Systems to use

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.

For trainers and assessors

Units of competency

Current on training.gov.au for the Aviation Training Package as at 10 September 2026.

AVII0009Check in aircraft passengers
AVIL0003Manage a check-in queue
AVIF2007Implement regulations and policies during check-in procedures
AVIF0047Apply awareness of dangerous goods and hazardous substances in the transport security environment
AVII0010Provide assistance to transit and arriving passengers

Qualifications

AVI30319Certificate III in Aviation (Ground Operations and Service)
AVI20219Certificate II in Aviation (Ground Operations and Service)
Assessor notes

What to look for

Evidence guide

Look for the security and dangerous goods questions asked and recorded for every passenger, correct handling of prohibited items, the unaccompanied minor handover completed, late passengers referred rather than decided, and a manifest reconciled to boarded passengers and loaded bags before the crew receive it. Courtesy under queue pressure is also assessable.

The student's evidence summary lists every record they created or changed in the systems named above, their notes and the tasks they ticked. Verify it against the deliverables and your own assessment tool.