AVII0005 — Provide customer service on an aircraft

1 Provide customer service prior to departure

• 1.1Passengers are met and welcomed on boarding aircraft in accordance with regulatory requirements and workplace procedures
• 1.2Hazards are identified, risks are assessed and hazard management implemented
• 1.3Boarding passes are checked to confirm correct flight and seating, and passengers are directed to their seat locations in accordance with regulatory requirements and workplace procedures
• 1.4Carry-on baggage is monitored to ensure it does not exceed allowable limits, and appropriate action is taken to remove baggage that exceeds these limits to hold stowage
• 1.5Passengers are assisted to stow cabin baggage and personal items in accordance with regulatory requirements
• 1.6Action is taken to ensure passengers are promptly seated with their seat belts correctly fastened in accordance with regulatory requirements
• 1.7Passengers with specific needs are appropriately assisted
• 1.8Passengers sitting over the wings and passengers with specific needs are given individual briefings in accordance with regulatory requirements and workplace procedures
• 1.9Appropriate responses are made to passenger queries and requests
• 1.10Passenger pre-departure cabin service items are offered as appropriate
• 1.11Customer service is suspended during aircraft take-off

2 Advise on and use cabin features and amenities

• 2.1Passengers are advised about relevant features and amenities available, including those available for passengers with specific needs
• 2.2Cabin equipment and amenities are used in accordance with regulatory requirements and workplace procedures
• 2.3Cabin equipment and amenities are correctly stowed after use in accordance with regulatory requirements and workplace procedures

3 Provide customer service during flight

• 3.1Toilets and facilities are periodically checked and serviced to ensure they meet workplace standards and are adequately stocked with relevant resources
• 3.2Passenger safety, security and comfort needs are anticipated and appropriate action taken and responses are made
• 3.3Aircraft cabin is patrolled to confirm passenger safety and comfort needs are being adequately satisfied in accordance with regulatory requirements and workplace procedures

4 Provide customer service on arrival

• 4.1Passengers are assisted in accessing baggage and personal items as required
• 4.2Advice is provided on local time and weather conditions as required
• 4.3Appropriate information is provided about terminal facilities and transport options
• 4.4Passengers with specific needs are assisted as required in accordance with workplace procedures and regulatory requirements
• 4.5Passengers are farewelled courteously in accordance with workplace procedures
• 4.6Passengers are guided to appropriate exit

5 Provide support to other members of aircraft crew

• 5.1Appropriate assistance is provided to other cabin crew team members in accordance with workplace procedures
• 5.2Other crew members are advised of variations to workplace procedures
• 5.3Meals and refreshments are served to flight crew in accordance with workplace procedures and flight schedule

6 Carry out administrative procedures

• 6.1Workplace administrative procedures are identified and interpreted
• 6.2Administrative procedures are implemented in accordance with workplace and regulatory requirements
• 6.3All required aircraft documentation/data capture is completed in accordance with workplace requirements

What does an assessment tool for AVII0005 need to cover?

To satisfy the Principles of Assessment and Rules of Evidence, an assessment for AVII0005 needs to address all 59 unit components: 6 elements with 29 performance criteria, 18 performance evidence requirements, 12 knowledge evidence requirements, and the foundation skills. A coverage matrix mapping each question and task to these components is what an auditor looks for.

How does Auditori generate an assessment tool for AVII0005?

Auditori pulls the current release of AVII0005 from training.gov.au and generates a complete package: candidate assessment, assessor guide with model answers and observation criteria, and a coverage matrix mapping every component. A suitably qualified person then reviews and approves the draft in a built-in workflow — consistent with ASQA's guidance on AI use in VET — before export as branded PDF and editable Word.

Is the first assessment tool really free?

Yes. Every new account includes one free credit — enough to generate the complete assessment tool for AVII0005 — with no card and no subscription required. After that it's pay-as-you-go per unit.

Can I check my existing AVII0005 assessment instead of generating a new one?

Yes — upload your existing assessment or learner guide and Auditori maps it against every element, performance criterion, PE and KE of AVII0005, showing exactly what's covered and what's missing. Mapping costs a quarter of a credit.