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Check-in passengers

Preparing for check-in

Ensure all check-in counters are ready and properly staffed

Verify that necessary equipment (computers, printers, scanners) are functioning correctly

Stock check-in counters with necessary supplies (boarding passes, baggage tags, pens)

Confirm availability of sufficient staff to handle passenger traffic

Ensure all appropriate forms, applications, and documentation are available

Verify that customer service staff is adequately trained in check-in procedures

Prepare passenger check-in area for accessibility needs (wheelchair access, language assistance, etc.)

Ensure all necessary check-in processes are in place and documented (identification requirements, boarding pass issuance, etc.)

Confirm that payment processing systems are functioning correctly

Make sure that all passengers have been pre-checked in accordance with standard procedures

Ensure that all customer service agents are familiar with safety and security regulations

Passenger identification and documentation

Ensure passengers have valid identification documents (passport, driver's license)

Verify that passengers have necessary travel visas and permits

Check if any special documentation is required for passengers with disabilities or medical conditions

Confirm that passengers have confirmed tickets or reservations

Verify that passengers' names matches the names on their identification documents

Ensure passengers have valid travel insurance

Ask passengers to provide proof of address

Request additional documents for minors traveling unaccompanied

Baggage handling

Inform passengers about baggage restrictions (weight, size, prohibited items)

Provide clear instructions on tagging and checking in baggage

Confirm availability of baggage tags and labels

Ensure staff is trained in handling special baggage (fragile items, musical instruments, pets)

Ensure staff follows proper baggage-handling procedure

Confirm that baggage is properly loaded onto the aircraft

Confirm that passengers receive their baggage upon arrival

Confirm that baggage is stored securely and out of sight

Maintain records of baggage and its owners

Ensure staff is aware of hazardous material regulations

Confirm that baggage is scanned and monitored throughout the check-in process

Confirm that all baggage items are accounted for upon completion of check-in process

Security checks

Inform passengers about security procedures and regulations

Verify that passengers have passed necessary security screenings (metal detectors, x-ray scanners)

Provide instructions on removing and handling personal belongings during security checks

Coordinate with security personnel to ensure smooth flow of passengers through checkpoints

Monitor the security checkpoint area and report any suspicious activity

Offer assistance to passengers who may require help with the security screenings

Ensure that all items and baggage are scanned properly and cleared for boarding

Ensure that all passengers have their boarding passes and valid identification with them

Ensure that all liquids and prohibited items are removed from the luggage and disposed of properly

Follow-up with passengers on the status of their security screenings

Provide additional information or assistance as needed

Boarding procedures

Inform passengers about boarding gates and departure times

Provide clear instructions on boarding procedures (priority boarding, group boarding)

Coordinate with gate agents and ground staff to ensure efficient boarding process

Confirm availability of boarding passes and scanners for quick boarding

Special assistance

Identify passengers requiring special assistance (elderly, disabled, unaccompanied minors)

Arrange for wheelchairs or other mobility aids as needed

Train staff on providing appropriate assistance and support to passengers with special needs

Coordinate with ground staff to ensure smooth transfer of passengers requiring assistance

Ensure passengers requiring special assistance have boarding passes and other travel documents

Assign a customer service representative to the passenger to ensure they board and disembark safely

Enquire about any special dietary or medical needs and make appropriate arrangements

Provide additional security screening for passengers with special needs

Ensure passengers requiring special assistance are seated in areas where they can access amenities or assistance when needed

Liaise with airline personnel about special assistance requests

Communication and customer service

Ensure staff is trained in handling passenger inquiries and complaints

Provide information on flight delays, cancellations, or any changes in itinerary

Maintain clear and effective communication channels between staff and passengers

Train staff on delivering excellent customer service and resolving issues promptly

Post-check-in procedures

Coordinate with baggage handling team to ensure proper loading of checked-in baggage

Communicate any last-minute changes or updates to boarding gates or departure times

Provide clear instructions on pre-boarding announcements and procedures

Prepare necessary reports or documentation related to passenger check-in process

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